Inter-Tel CS-5200/5400
Communication Servers
Administrator Guide
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Voice Mail Administrator Features
If your voice mail system has Automatic Speech Recognition (ASR) capability
and it is enabled for the administrator mailbox, you can complete voice mail
tasks by issuing spoken commands or by pressing dialpad digits.
Quick Reference Guide To System,
Voice Mail, and Diagnostics
Administrator Features
Accessing the Voice Mail Administrator’s Mailbox
— Call the voice mail access number.
These are the basic instructions for the most frequently used system administra-
tor and voice mail administrator features. For detailed information on these fea-
tures, refer to the Administrator Guide.
— Say “Login” or press
.
— Say or enter the administrator mailbox number. Then enter the password,
#
and press
.
— Say “Nine” or press
to access the voice mail administrator menu.
9
System Administrator Features
To Record a Broadcast Message:
— Access the voice mail administrator’s mailbox and menu (see above).
To Place the System in Night or Day Mode:
9
8
6
0
— While on-hook, enter
.
— Say “Broadcast Message” or press
— Record the message.
to send a broadcast message.
1
To Place a Single Node in Day or Night Mode:
9
6
1
8
— While on-hook, enter
(Enable Network Night Mode) OR
— When the message is recorded, hang up or press
for more options.
#
9
6
2
8
enter
node number.
(Enable Network Day Mode). Then enter the desired
To Perform Mailbox Maintenance:
— Access the voice mail administrator’s mailbox and menu (see above).
To Set System or Network Date and Time:
— Say “Mailbox Maintenance” or press
Maintenance option.
to select the Mailbox/Group List
2
9
0
0
8
— While on-hook, enter
(System Date/Time), or enter
9
1
0
8
(Network Date/Time).
— Say or enter the mailbox, extension ID, or group list number to be accessed
and follow the prompts.
— Use the dialpad buttons to enter the month, day, and year. For example,
#
press 010305 for January 3, 2005. Or, press
changing the date.
to skip ahead without
To Import a Fax Document:
— Use the dialpad buttons to enter the time in hours and minutes. For example,
— Using a fax machine, obtain dial tone and access the voice mail administra-
tor’s mailbox and menu (see above).
#
enter 0900 for 9:00. Or press
twice to exit without changing the time.
1
2
— If the system is set for 12-hour display format, press
for AM or press
— Say “Import Fax” or press 4 to select the Import Fax option.
for PM.
— Say or enter the fax document number.
#
If the document number does not already exist, say “Yes” or press
number is correct or say “Re-enter” or press
if the
To Synchronize Network Time:
and re-renter the number.
3
9
1
1
8
While on-hook, enter
.
#
If the document number already exists, say “Yes” or press
to replace the
To Respond to an Alarm Message:
— When a minor alarm indication appears, write down the alarm information.
3
document or say “Re-enter” or press
to enter another number.
If you did not enter a valid number, enter a new number.
— When prompted, press START on the fax machine.
9
5
0
8
— While on-hook, clear the alarm by entering
(Clear System
9
5
1
8
Alarm) OR entering
(Clear Network Alarm).
— When the fax transmission is complete, say “Continue” or press
to con-
#
— Look up the alarm in the Administrator Guide and take the appropriate
tinue importing documents, or press
to exit.
action.
Part No. 835.2461-5
© Inter-Tel, Inc. February 2005 printed in US
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To Program System Speed-Dial Numbers:
Default Administrator Feature Codes
9
0
1
8
— While on-hook, enter
.
CODE
FEATURE NAME
CODE
FEATURE NAME
(US/EU)
(US/EU)
— Enter the speed dial location code (000-999) or (0000-4999).
9823
9851
9850
Automatic Diagnostics Delivery On/Off
Clear Network Alarm
9866
9869
9860
9825
Modem Enable
— To change or program the name: Enter the desired name for the speed-dial
Modem Reset
number using one of the following methods:
Clear System Alarm
Night Ring On/Off
#
In numeric mode, the dialpad buttons are used to enter numbers 0-9, the
9982/9182 Compression On/Off
9981/9181 Compression Statistics
9900/9100 Diagnostics On/Off
Periodic Diagnostics On/Off
button is used for entering a hyphen, and the
colon.
button is used for entering a
9932/9132 Program Database
9801
9810
9800
9811
Program System Speed Dial
9862
9861
9867
Enable Network Day
Enable Network Night
Modem Disable
Set Network Date/Time
Set Time/Date
In alphanumeric mode, dialpad buttons are used to enter the desired letters,
numbers, and punctuation. The number of times a button is pressed deter-
mines which character is entered. When adjoining characters are located
FWD
Synchronize Network Time
under the same button, press
to advance to the next character. Refer
System Diagnostics Features
to the following chart to program information in alphanumeric mode. (Note
that letters correspond to the letters printed on the dialpad buttons.)
System diagnostics mode allows a system administrator to perform diagnostics
functions such as freezing/unfreezing the database, printing message logs, and
seizing a device for troubleshooting purposes. Use diagnostics mode when the
system is idle to avoid affecting system performance.
MUTE
To erase the current name and leave it blank: Press
repeatedly
#
until the name is erased. Then press
.
.
#
To leave the name the same: Press
To Enable/Disable System Diagnostics Mode:
— Enter the number (up to 48 digits) to be stored.
While on-hook, enter the Diagnostics Mode feature code (9900 or 9100) to
enable/disable diagnostics mode. The display shows DIAGNOSTICS ON/OFF.
Then enter one of the following diagnostics feature codes (9xxx).
#
— Press
.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
Default Diagnostics Feature Codes
ENGLISH CHARACTERS
JAPANESE CHARACTERS*
CODE
FEATURE NAME
CODE
FEATURE NAME
1
2
3
4
5
6
7
8
9
0
-
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
1
2
3
4
5
6
7
8
9
0
A
I
U
E
O
a
i
(US/EU)
(US/EU
9926/9126 Diagnostic - ASAI Snoop Off
9927/9127 Diagnostic - ASAI Snoop On
9922/9122 Diagnostic - Dump Extension
9936/9136 Diagnostic - Dump Node Information
9933/9133 Diagnostic - Dump System Diagnostics
9943/9143 Diagnostic - Heap Dump
9963/9163 Diagnostic - Network Groups
9972/9172 Diagnostic - Print Auxdata
9975/9175 Diagnostic - Print Message Log
9976/9176 Diagnostic - Print Network Log
9978/9178 Diagnostic - Query Node Traffic
9928/9128 Diagnostic - Show Version
9987/9187 Diagnostic - SIP View
A
'
KA
SA
TA
NA
HA
MA
YA
RA
KI
KU
KE
SE
KO
SO
TO
NO
HO
D
G
J
!
SHI SU
u
*
CHI TSU TE
e
L
O
R
V
Y
.
# or /**
NI
HI
NU
FU
NE
HE
o
Ñ or #**
M
P
tsu
ya
yu
yo
S
?
Z
,
MI
YU
RI
MU ME MO
9947/9147 Diagnostic - Heap Statistics
9948/9148 Diagnostic - ISDN View
9910-9912/ Diagnostic - Spare 1-3
9110-9112
T
YO
RU
N
.
,
W
@
RE
pa
RO
9962/9162 Diagnostic - Major Reset
9945/9145 Diagnostic - Mark as Leaks
9946/9146 Diagnostic - Mark as Quiescent
9964/9164 Diagnostic - Minor Reset
9974/9174 Diagnostic - System History
9983/9183 Diagnostic - View Displays
9973/9173 Seize Device
WA WO
ba long
*The Japanese characters are only available if the multilingual feature is enabled and Japa-
nese is installed as the secondary language.
9993/9133 System History Freeze
9998/9198 System History Unfreeze
**The character available depends on the software version.
9939/9139 Diagnostic: Network Freeze Zone –
System Histories
9989/9189 Diagnostic - Network Unfreeze Zone –
System Histories
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Part Number
580.8001
CS-5200/5400
COMMUNICATION SERVERS
ADMINISTRATOR GUIDE
ISSUE 1.1, August 2005
©Inter-Tel, Inc., August 2005, printed in the USA
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NOTICE
This Inter-Tel® CS-5200/5400 Communication Servers Administrator Guide is released by Inter-Tel, Inc.
as a guide for system and voice mail administrators. It provides information necessary to properly
administer the system.
The contents of this guide, which reflect current Inter-Tel standards, are subject to revision or change
without notice. Some features or applications mentioned may require a future release and are not avail-
able in the initial release. Future product features and applications are subject to availability and cost.
Some features or applications may require additional hardware and/or specific software. Software pack-
ages released after the publication of this guide will be documented in addenda to the guide or succeed-
ing issues of the guide.
For sales, service, or technical support, contact your local authorized Inter-Tel reseller.
If you have any questions or comments regarding this guide or other technical documentation, contact
the Inter-Tel Technical Publications Department at: [email protected].
All products and services mentioned in this publication are the trademarks, service marks, registered marks, or registered service
marks of their respective owners.
Inter-Tel®, Axxess®, Enterprise® Messaging, and Unified Communicator® are registered trademarks of Inter-Tel, Incorporated.
IBM® is a registered trademark of International Business Machines Corporation.
Microsoft® Windows® and ActiveSync® are a registered trademarks of Microsoft Corporation.
AudioCodes™ is a trademark of AudioCodes Ltd.
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Contents
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Contents
CONTENTS
PAGE
Intended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Inter-Tel Reference Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Hazard Identification and Supplemental Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Summary of Hardware and Software Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
USB Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Inter-Tel CS-5200. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Inter-Tel CS-5400. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Digital Expansion Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System Network Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Voice Processing Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Voice Processing System Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Voice Mail Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Page v
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Contents
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CONTENTS
PAGE
Voice Mail Administrator Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
IP Operating Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Additional Information and Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Multilingual Capability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Station-to-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Off-Hook Voice Announce (OHVA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Page vi
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Contents
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CONTENTS
PAGE
System Features (Continued)
Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Speed Dial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Intercom, Speed Dial, and Feature Code Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . 227
House Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Phantom Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Automatic Speech Recognition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Call Routing Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Page vii
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Contents
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CONTENTS
PAGE
Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
EM Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
E-mail Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Fax-On-Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Scheduled Time-based Application Routing (STAR). . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Default Voice Processing Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Page viii
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FCC Regulations
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
FCC Regulations
IMPORTANT
1. This equipment complies with Part 68 of Federal Communications Commission (FCC)
rules. On the side of the equipment chassis is a label that contains, among other infor-
mation, the FCC registration number and ringer equivalence number (REN) for this
equipment. Customers connecting this equipment to the telephone network shall, before
such connection is made, give notice to the telephone company of the particular line(s)
to which such connection is to be made, and shall provide the telephone company with
the following information:
•
•
•
•
•
•
Complies with Part 68 of the FCC Rules
FCC registration number:
USOC numbers of required interface jacks (see chart on next page)
Service order code (SOC), as applicable (see chart on next page)
Facility interface code (FIC) (see chart on next page)
REN, as applicable (see chart on next page)
The REN is used to determine the number of devices that can be connected
to a single telephone line so that all the devices will ring or otherwise respond
to incoming calls. Each device that can be connected to a telephone line has
NOTE a REN value. When the sum of device RENs on a line exceeds the maximum
REN value the line can support, usually 5.0, some or all of the devices may
not ring or respond appropriately. To identify the REN for lines in a telephone
service area, contact the telephone company.
The telephone company should also be given notice upon final disconnection of this
equipment from the particular line(s).
It is also the responsibility of the customer to provide the telephone company with reg-
istration numbers of any other devices which are configured for connection to the tele-
phone network.
2. This equipment cannot be used on public coin service provided by the telephone com-
pany. Connection to party line service is subject to state tariffs. (Contact the state public
utility commission, public service commission, or corporation commission for informa-
tion.)
3. If this equipment causes harm to the telephone network, the telephone company will
notify the customer in advance that service may be temporarily discontinued. But if
advance notice is not practical, the telephone company will notify the customer as soon
as possible. Also, the customer will be advised of the right to file a complaint with the
FCC, if necessary.
Page ix
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FCC Regulations
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
4. The telephone company may make changes in its facilities, equipment, operations, or
procedures which may affect the operation of this equipment. If so, the customer shall
be given advance notice so that any necessary modifications can be made in order to
maintain uninterrupted service.
5. If trouble is experienced with this equipment, contact a local authorized factory service
representative for repairs and/or warranty information. The customer, users, and unau-
thorized technicians should not repair, make adjustments to, or attempt to service this
equipment in any way.
6. In the event of trouble with the telephone line(s), this equipment must be disconnected
from the telephone line(s). If trouble ceases, the equipment must be repaired by an
authorized factory service representative. If the trouble continues to occur with the
equipment disconnected, the telephone company should be notified that they have a
problem. If this is the case, repairs or adjustments made by the telephone company will
be made at their expense.
7. Allowing this equipment to be operated in such a manner as to not provide proper
answer supervision signaling is in violation of Part 68 of FCC rules. This equipment
returns answer supervision signals to the public telephone network when: answered by
the called station, answered by the attendant, routed to a recorded announcement that
can be administered by the equipment user, and/or routed to a dial prompt. This equip-
ment also returns answer supervision on all DID calls forwarded back to the public tele-
phone network. Permissible exceptions are: a call is unanswered, busy tone is received,
or reorder tone is received.
8. This equipment is capable of providing users access to interstate providers of operator
services through the use of equal access codes. Failure to provide equal access capabili-
ties is a violation of the Telephone Operator Consumer Services Improvement Act of
1990 and Part 68 of the FCC Rules.
TYPE OF PORT-
INTERFACE
FACILITY INTER-
FACE CODE (FIC)
RINGER EQUIVA-
LENCE NO. (REN)
SERVICE ORDER
CODE (SOC)
USOC JACK
CONNECTOR
2-Wire Loop
02LS2
–
D4 Superframe/AMI
04DU9-BN
04DU9-DN
–
–
6.0Y
6.0Y
RJ-48C
RJ-48C
D4 Superframe with
B8ZS
Extended Super
frame (ESF)
04DU9-1KN
–
6.0Y
RJ-48C
ESF with B8ZS
04DU9-1SN
04DU9-1SN
–
–
6.0Y
6.0Y
RJ-48C
RJ-48C
Primary Rate ISDN
Page x
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FCC Regulations
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
NOTICE
The telephone instruments specifically designed for this system have hearing aid-compatible
handsets that are in compliance with section 68.316 of the FCC Rules.
The IP SLA complies with UL60950/CSA60950 and EN 60950 standards and complies with
EN 55022 and CFR 47 part 15 of the FCC Rules.
This equipment generates and uses radio frequency (RF) energy and if not installed and used
properly, that is, in strict accordance with the manufacturer’s instructions, may cause interfer-
ence to radio and television reception. It has been type tested and found to comply with the
limits for a Class A computing device in accordance with the specifications in Subpart J of Part
15 of FCC Rules. Operation of this equipment in a residential area may cause unacceptable
interference to radio and TV reception requiring the operator to take whatever steps are neces-
sary to correct the interference. However, there is no guarantee that interference will not occur
in a particular installation. If this equipment does cause interference to radio or television
reception, which can be determined by turning the equipment off and on, the user is encour-
aged to try to correct the interference by one or more of the following measures:
•
•
•
Reorient the receiving antenna.
Relocate the equipment chassis with respect to the receiver.
Check that the equipment chassis and receiver are not on the same circuit; the equip-
ment must be powered from an isolated, dedicated AC outlet.
•
If necessary, the user should consult the dealer or an experienced radio/television tech-
nician for additional suggestions. The user may find the following booklet prepared by
the FCC helpful: “How to Identify and Resolve Radio-TV Interference Problems.”
This booklet is available from the U.S. Government Printing Office, Washington, D.C.
20402, Stock No. 004-000-00398-5.
If radio frequency interference (RFI) problems persist, contact Inter-Tel Customer Sup-
port.
The is now product safety certified by Canadian Standards Association (CSA) for use in
both the United States and Canada.
Page xi
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Safety Regulations
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Safety Regulations
IMPORTANT SAFETY INSTRUCTIONS
NOTICE
The “C US” indicator adjacent to the Canadian Standards Association (CSA) mark on the
product label signifies that the system has been evaluated to the applicable ANSI/UL and
CSA Standards for use in both the United States and Canada. The CSA is a Nationally Rec-
ognized Testing Laboratory (NRTL). NRTL is a designation granted by the U.S. Occupa-
tional Health and Safety Administration (OSHA) to laboratories which have been accredited
to certify products to U.S. Standards.
Before installation, check the local electrical codes for important information concerning the
installation of telephone and electronic equipment.
The following safety information is reprinted from UL 1459. When using your telephone
equipment, basic safety precautions should always be followed to reduce the risk of fire, elec-
tric shock, and injury to persons.
1. Read and understand all instructions.
2. Follow all warnings and instructions marked on the product.
3. Unplug this product from the wall outlet before cleaning. Do not use liquid cleaners or
aerosol cleaners. Use a damp cloth for cleaning.
4. Do not use this product near water (for example, in a wet basement).
5. Do not place this product on an unstable cart, stand, or table. The product may fall,
causing serious damage to the product.
6. Slots and openings in the chassis and the back or bottom are provided for ventilation, to
protect it from overheating; these openings must not be blocked or covered. This prod-
uct should never be placed near or over a radiator or heat register. This product should
not be placed in a built-in installation unless proper ventilation is provided.
7. This product should be operated only from the type of power source indicated in the
manual. If you are not sure of the type of power source to your building, consult your
dealer or local power company.
8. This product is equipped with a three-wire grounding type plug, a plug having a third
(grounding) pin. This plug will only fit into a grounding type power outlet. This is a
safety feature. If you are unable to insert the plug into the outlet, contact your electri-
cian to replace your obsolete outlet. Do not defeat the safety purpose of the grounding
type plug.
9. Do not allow anything to rest on the power cord. Do not locate this product where the
cord will be abused by persons walking on it.
10. Do not use an extension cord with this product’s AC power cord. The AC outlet for this
product should not be used for any other electrical equipment.
Page xii
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Safety Regulations
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
11. Never push objects of any kind into this product through chassis slots as they may touch
dangerous voltage points or short out parts that could result in a risk of fire or electric
shock. Never spill liquid of any kind on the product.
12. To reduce the risk of electric shock, do not disassemble this product, but take it to a
qualified serviceman when some service or repair work is required. Opening or remov-
ing covers may expose you to dangerous voltages or other risks. Incorrect reassembly
can cause electric shock when the product is subsequently used.
13. Unplug this product from the wall outlet and refer servicing to qualified service person-
nel under the following conditions:
•
•
•
•
When the power supply cord or plug is damaged or frayed.
If liquid has been spilled into the product.
If the product has been exposed to rain or water.
If the product does not operate normally by following the operating instructions.
Adjust only those controls that are covered by the operating instructions because
improper adjustment of other controls may result in damage and will often require
extensive work by a qualified technician to restore the product to normal opera-
tion.
•
•
If the product has been dropped or the chassis has been damaged.
If the product exhibits a distinct change in performance.
14. Avoid using a telephone (other than a cordless type) during an electrical storm. There
may be a remote risk of electric shock from lightning.
15. Do not use the telephone to report a gas leak in the vicinity of the leak.
SAVE THESE INSTRUCTIONS
NOTICE
An exclamation point within a triangle, such as the one silk-screened on the
front of the equipment cabinet, or chassis, is intended to alert the user to a haz-
ard that may result in bodily harm. To promote safe operation, maintenance,
and servicing of equipment, pay attention to the hazards identified in the litera-
ture accompanying the product.
!
Be sure to read and follow all of the instructions included in this manual and other applicable
literature.
NOTICE
The equipment contains no operator access areas and is certified only for installation in a
restricted access location, by trained personnel only. (UL 60950-1)
Page xiii
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Network Security Statement
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Network Security Statement
Although no telecommunications system or data network is entirely secure, as long as appro-
priate security measures are put in place and properly maintained by both the customer and the
installing company, this architecture and its associated server-based applications are substan-
tially secure against unauthorized access to the customer's data network via the telecommuni-
cations system. Appropriate security measures include, but are not limited to, the proper
implementation of user/administrative accounts, passwords, firewalls, Network Address Trans-
lation (NAT), access control lists, virus protection, security updates, etc., and the proper main-
tenance of access points/programs and their respective accounts/passwords.
Page xiv
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Document Overview
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Document Overview
CONTENTS
PAGE
“Endpoints” and “Phones” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Voice Mail Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Document Navigation Aids . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Paper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Equipment Manuals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Phone User Guides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Hazard Identification Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
WARNING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
CAUTION without Triangle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Abbreviations and Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Page 1
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Document Overview
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Introduction
The Inter-Tel CS-5200/5400 Communication Servers Administrator Guide contains informa-
tion that System Administrators and Voice Mail Administrators need to know about the Inter-
Tel 5000 Network Communications Solutions family of products. The guide focuses on system
hardware and software features and on the use of System Administrator and Voice Mail
Administrator phone features to perform typical administrator tasks and activities. Instructions
for using non-Administrator phones and the features other endpoints appear in the user guides
that come with those devices.
This section describes the guide’s content and organization, the intended audience, typographi-
cal conventions used to identify safety hazards and important information, related Inter-Tel,
Inc. technical documents, and a list of abbreviations used in the guide.
“Endpoints” and “Phones”
As digital, wireless, and computerized communication methods have evolved, the language of
telecommunications has had to change to keep pace. Not long ago, voice and modem-encoded
text were communicated from one telephone instrument to another across a global network of
copper wire, optical fiber, microwave antennas, and satellites. More recently, however, the
development of the Internet and of World Wide Web (www) sites have introduced a multime-
dia dimension to information and made it all more readily accessible through computer net-
working. As this evolution has occurred, new words and meanings have been introduced to
describe the new methods and equipment used for communicating.
Telephone systems that once provided only phone service to consumers have become “commu-
nication platforms” that support many devices that people can use for personal and business
communication. Phones now share communciation space with personal digital assistants
(PDA), with wireless phones capable of text messaging, taking photos, and recording video,
with fax machines that transmit and receive messages across Internet Protocol (IP), and with
“soft” phones that are displayed and used from computer screens.
Computer Science Roots
When referring to communication protocols in computer science, the term “endpoint”
describes an entity on one end of a Transport Layer connection. The Transport Layer is the
Transmission Control Protocol/Internet Protocol (TCP/IP) layer in the Open Systems Intercon-
nect (OSI) network model. Utilizing the TCP/IP layer standard, Internet servers send and
receive packets of data across the World Wide Web.
Usage in This Manual
This manual uses the term “endpoint” to describe the entire category of devices that the Inter-
Tel 5000 family of products supports. In this context, digital and IP phones are endpoints, as
are data modules, fax machines, computer telephony (CT) gateways, Single-Line Adapters
(SLA), IP Single-Line Adapters (IP-SLA), and answering machines.
And, to promote clear communication and understanding, commonly accepted names of end-
points are used as appropriate. In particular, desktop IP endpoints are also referred to as IP
phones. Digital endpoints are also referred to as digital phones. Wireless endpoints are also
referred to as wireless phones. And, analog single line endpoints are also referred to as single
line phones or single line sets.
In the manual and in Database (DB) Programming, a phone may also be called a
NOTE “station” when reference to the phone and its environment are intended. Or, it may
be called “device” in the most general sense.
Page 2
Computer Science Roots
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Document Overview
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Changes to Issue 1.1
In addition to the content of Issue 1.0 of the Inter-Tel CS-5200/5400 Communication Servers
Administrator Guide, Issue 1.1 contains new information and related instructions, and identi-
fied errors have been corrected.
Information and related instructions about the following hardware and software features have
been added:
•
•
•
•
Digital Expansion Interface (DEI) equipment
Digital Endpoint Module (DEM-16)
Digital phones
Single-Line Adapters (SLA), each of which supports two single line analog phones, or
analog endpoints such as fax machines or recording machines
•
•
•
•
•
•
Four-trunk Loop Start Module (LSM-4)
Basic Rate Module (BRM-S) that supports Basic Rate Interface (BRI) trunk capabilities
Modem Data Port Module (MDPM)
Personal Computer Data Port Module (PCDPM)
Network Address Translation (NAT) traversal
Off-Hook Voice Announce
Intended Audience
This guide provides information and procedures for carrying out typical System Administrator
and Voice Mail Administrator tasks.
System Administrator
System Administrators typically perform the following tasks:
•
•
•
•
Place the local system or other systems in the network in night or day mode
Set the date and time of the local system
Set the network date and time and resynchronize clocks in the network
Make database changes, as described in “Programming the Database Using a System
•
•
•
Program System Speed Dial numbers on the local system
Receive and clear displayed system and network alarms
Use diagnostic mode features to:
—
Freeze and unfreeze database history on the local system or other systems in the
network.
—
—
—
Print error logs.
Seize specific devices for troubleshooting purposes.
Report audio problems to your installer/technician.
Any Inter-Tel phone can be designated as a System Administrator phone through Database
Programming. However, to facilitate programming and to manage alarm messages, Inter-Tel
recommends using a Model 8660 Six-Line Display IP phone or a Model 8560, Executive, or
Professional Six-Line Display digital phone for this purpose. System Administrator features
Page 3
System Administrator
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Document Overview
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Voice Mail Administrator
Voice Mail Administrators can use special features that are not provided to other voice mail
users. The mailbox designated as the Administrator mailbox has all of the standard subscriber
features, which can be found in the appropriate user guide, plus the ability to perform the fol-
lowing tasks:
•
•
•
Record a broadcast message
Perform mailbox and group list maintenance
With Audiotex recordings, create and select customized voice mail company greetings,
Automated Attendant recordings, call routing announcements, and hunt group over-
flow and announcement station recordings
•
•
Import fax documents
Customize voice mail prompts
Sections of the Administrator Guide
This Administrator Guide includes the following sections:
•
Document Overview: This section provides information about the document’s struc-
ture and content, associated documents, typographical methods used to call the reader’s
attention to important information, and a listing of selected abbreviations and acronyms
used throughout the document.
•
Product Description: The Product Description section describes system processes,
capacity and feature summaries, and licensing requirements of the Inter-Tel CS-5200/
5400 platform. defines capacities, dimensions, and parameters of the hardware and soft-
ware components of the systems. The section also identifies the environmental condi-
tions required to ensure safe and reliable system operation.
For further details, turn to the section. Or, if viewing the PDF version of the manual, go
•
•
Administrator Procedures: This section provides procedures for performing typical
System Administrator and Voice Mail Administrator tasks and activities.
For further details, turn to the section. Or, if viewing the PDF version of the manual, go
Hardware and Endpoints: This section describes the physical equipment that makes
up the Inter-Tel 5000 Network Communications Solutions. Included are the Inter-Tel
CS-5200/5400 Communication Servers; the Digital Expansion Interface (DEI); proces-
sor, trunk, and endpoint modules; IP and digital phones; and other endpoints.
For further details, turn to the section. Or, if viewing the PDF version of the manual, go
•
System Features: The System Features section describes the business communication
features available to Inter-Tel 5000 users. The section identifies trunk and feature codes,
phone and endpoint features, system management and control features, and Administra-
tor and Attendant features.
For further details, turn to the section. Or, if viewing the PDF version of the manual, go
Page 4
Voice Mail Administrator
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
Voice Processing Features: The Voice Processing Features section describes Basic
Voice Mail features and optional external Voice Mail options.
For further details, turn to the section. Or, if viewing the PDF version of the manual, go
Multicultural English References
This guide supports the requirements of administrators in the United States of America (US)
and in the Inter-Tel Europe market, which includes the United Kingdom (UK). Because of this
dual support, dual references are made to industry features, standards, and jargon, as appropri-
ate throughout the guide. For the purposes of this guide, British English technical terms are
assumed to apply to other English-speaking European cultures, as well.
For example, the US telecom industry refers to a communication line between a public switch-
ing system and a private switching system as a “central office (CO) trunk.” In the UK, this
same type of line is called a “local exchange trunk.” Applying the dual-reference guideline
would result in the following statements:
•
During system installation, the technician connects CO trunks/local exchange trunks to
the LSM-2 modules
•
To turn the Diagnostics Mode on or off at an Administrator phone, the System Admin-
istrator enters 9900 (9100 in Europe).
However, this guide does not make a similar distinction between American English and British
English spellings of common words. Only American English spellings appear in this guide. For
example, the word “analog” is not also spelled “analogue” since the meaning is clear.
As appropriate for clarity and legibility, the British English variation of a term
may also appear in brackets or be written out. For instance, the first of the
preceding examples could read:
NOTE
. . .CO trunks [local exchange trunks in Europe]. . . .
Document Navigation Aids
To help users know what section and topic they are looking at in the guide, each page contains
the identification in both paper and electronic formats.
Paper
A paper copy of this guide contains Contents pages showing the outline of the entire manual
and the page number where each section, heading, and subheading begins. For quick reference
to sections, the section title appears in a black box on the outside edge of each page of the sec-
tion. Together, the black boxes form a visual aid that marks the extent of the pages in each sec-
tion. Also at the beginning of the guide are a List of Figures and a List of Tables with page
locations. Each section also provides a Contents page or pages. To help the user locate specific
information in the manual, an Index of topics and subtopics appears at the end of the manual.
Electronic PDF
When viewing the Portable Document Format (PDF) version of this document, the user will
see blue hyperlinked references to other parts of the manual. To use a hyperlink, the user must
move the pointer over the blue hyperlink. When the pointer changes form, the user clicks to go
to the hyperlinked destination.
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®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Header and Footer Guides
Whether using the electronic PDF or the paper version, users can identify the section of the
guide they are viewing by looking at the header or footer of the page. The first major document
topic on a page appears both in the header, next to the section title, and in the footer opposite th
page number.
Inter-Tel Reference Documents
The following documents provide detailed technical information about Inter-Tel CS-5200 and
Inter-Tel CS-5400 Communication Servers, peripheral equipment, phones, and other end-
points that are related to administrator activities.
Equipment Manuals
Technical details and equipment-specific procedures appear in the following documents:
•
•
Enterprise® Messaging Installation Manual, part no. 780.8006
Inter-Tel CS-5200/5400 Communication Servers Installation and Maintenance Manual,
part no. 580.8000
•
•
v1.1 Addendum, Inter-Tel CS-5200/5400 Communication Servers Installation and
Maintenance Manual, Issue 1.0, part no. 580.8002
Inter-Tel CS-5200/5400 Communication Server Administrator Guide & Administrator
Quick Reference Guide, part no. 580.8001
•
•
•
•
System Manager Installation and Maintenance Manual, part no. 835.2743
Message Print Diagnostics Manual, part no.550.8018
Voice Processing Diagnostics Manual, part no. 550.8019
Voice Processing Unit Installation Manual, part no. 835.2890
Planning Sheets
The programming planning sheets that appear in this guide are included on the product CD-
ROM, and they can be obtained in the following soft file format:
•
Inter-Tel CS-5200/5400 Program Planning Sheets (.DOC), part no. 835.2882
Phone User Guides
Technical details and instructions for using the digital phones supported by the Inter-Tel 5000
appear in the following user guides:
•
•
•
•
•
•
•
•
Model 8500 User Guide, part no. 550.8114
Model 8520 User Guide, part no. 550.8112
Model 8560 and 8660 User Guide, part no. 550.8113
Associate Display and Basic Digital Endpoint User Guide, part no. 560.8003
Executive Display and IP PhonePlus Endpoint User Guide, part no. 550.8108
Standard Display and Basic Digital Endpoint User Guide, part no. 550.8109
Professional Display and IP PhonePlus Endpoint User Guide, part no. 560.8002
Single-Line Endpoint User & Quick Reference Guide, part no. 550.8107
Page 6
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Document Overview
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Hazard Identification and Supplemental Information
This guide uses standardized graphic conventions to promote safe practices, to prevent or mini-
mize damage to equipment, to avoid the corruption of data, and to clarify the Inter-Tel, Inc.
position on certain technical or business issues.
Potentially harmful situations are identified in boxes labeled with internationally recognized
safety graphics according to the degree of hazard exposure. Typically, a technician is exposed
to all the identified hazards, while an administrator is exposed only to data corruption hazards.
In addition the identification of safety hazards, relevant Inter-Tel, Inc. policies, important infor-
mation, and notes are set apart from the flow of the text in boxes with attention-getting labels.
This section explains the conventions used and their meanings.
Hazard Identification Methods
Three hazard identification methods appear in this manual, as described in the following para-
graphs.
WARNING!
A WARNING identifies a hazard that, if not heeded, could cause definite personal injury.
WARNING
Possible electrical shock. Use the LCD panel to shut down the system, then turn
OFF the AC POWER before working on the external voice processing PC. . . .
CAUTION with Triangle
A CAUTION with the
personal injury.
symbol identifies a hazard that, if not heeded, could cause minor
CAUTION
Possible pinch hazard. Keep fingers clear of the edges of the faceplate when
inserting a trunk module into the chassis. . . .
CAUTION without Triangle
A CAUTION without the
symbol identifies a hazard that, if not heeded, could cause dam-
age to equipment or corruption of data or databases.
CAUTION
Possible data corruption and/or equipment damage. Power down the system
before removing the Compact Flash . . . .
Page 7
WARNING!
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Document Overview
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Supplemental Information
Notices, Notes, and Important messages provide supplemental information about the topic
being discussed.
A NOTICE stipulates conditions, requirements, and/or policies relevant to the topic under dis-
cussion.
NOTICE
For correct operation of the system, use ONLY the compact flash memory cards
available through Inter-Tel, Inc.
A NOTE conveys supplemental information related to the topic.
NOTE Commercially available premoistened towels provide adequate cleaning.
An IMPORTANT message contains information that requires special attention related to the
topic.
Make sure the chassis connects firmly to earth ground at the Ground
Lug.
IMPORTANT
Abbreviations and Acronyms
In addition to industry-wide and/or internationally recognized units of measure, such as Hz, V,
AC, DC, A, ms, etc., the following abbreviations and acronyms appear in this document.
Table 1. Abbreviations and Acronyms
ABBREVIA-
SPELLED-OUT MEANING
TION
ACD
ADD
AMIS
ANI
Automatic Call Distribution
Automatic Diagnostics Delivery
Audio Messaging Interchange Specification
Automatic Number Identification
American National Standards Institute
Asynchronous Response Mode
Automatic Route Selection
ANSI
ARM
ARS
ASAI
AVDAP
BLF
Adjunct Switch Application Interface
Advanced Voice Data Applications Processor
Busy Lamp Field
BVM
CD
Basic Voice Mail
Compact Disk
CF
Compact Flash
CLID
CLIP
CO
Calling Line IDentification (European/British)
Calling Line Identification Presentation (Caller ID/CLID for wireless)
Central Office
CP
Call Processing
CPE
Customer Provided Equipment
Page 8
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 1. Abbreviations and Acronyms (Continued)
ABBREVIA-
SPELLED-OUT MEANING
TION
CS
Communication Server
CT
Computer Telephony
DDI
Direct Dialing Inward (DID in Europe)
Dynamic Host Configuration Protocol
Direct Inward Dialing
DHCP
DID
DISA
DND
DNIS
DSP
DSS
E&M
EM
Direct Inward System Access
Do-Not-Disturb
Dialed Number Identification Service
Digital Signal Processor
Direct Station Selection
Ear and Mouth
®
Enterprise Messaging
EMI
Electromagnetic Interference
Electrostatic Discharge
Federal Communications Commission
Fax over Internet Protocol
File Transfer Protocol
ESD
FCC
FoIP
FTP
GW
Gateway
HTML
IP
Hypertext Markup Language
Internet Protocol
IPR
IP Resource
IPRA
ISDN
ITP
IPR Application
Integrated Services Digital Network
Inter-Tel Protocol
LAN
LCD
LED
LSM
MDF
MGCP
MOH
MRA
NAT
N/A
Local Area Network
Liquid Crystal Display
Light Emitting Diode
Loop Start Module
Main Distribution Frame
Media Gateway Control Protocol
Music On Hold
Material Return Authorization
Network Address Translation
Not Available or Not Applicable, as appropriate
Open Architecture Interface
Off Premises Extension
OAI
OPX
Page 9
CAUTION without Triangle
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 1. Abbreviations and Acronyms (Continued)
ABBREVIA-
SPELLED-OUT MEANING
TION
OSA
OSI
Operator System Access
Open Systems Interconnect
Peer to Peer
P2P
PC
Personal Computer
PCM
PDA
PDF
PEC
PPP
PRI
Pulse Code Modulation
Personal Digital Assistant
Portable Document Format
Processor Expansion Card
Point-to-Point Protocol
Primary Rate Interface
Public Switched Telephone Network
Quality of Service
PSTN
QoS
REN
RFI
Ringer Equivalence Number
Radio Frequency Interference
Registered Jack
RJ
RMS
RTCP
RTP
SSH
SIP
Root Mean Square
Real-time Transport Control Protocol
Real-time Transport Protocol
Secure SHell
Session Initiation Protocol
Single-Line Adapter
SLA
SMDR
TCP
TDM
TFTP
UCD
UDP
UK
Station Message Detail Recording
Transmission Control Protocol
Time Division Multiplex
Trivial File Transfer Protocol
Uniform Call Distribution
User Datagram Protocol
United Kingdom
US
United States of America
Universal Serial Bus
USB
VAD
VoIP
VPU
WAN
Voice Activity Detection
Voice over Internet Protocol
Voice Processing Unit
Wide Area Network
Page 10
CAUTION without Triangle
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Product Description
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Product Description
CONTENTS
PAGE
Inter-Tel CS-5200/5400 Communication Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
IP Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
USB Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Digital Expansion Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
System Network Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Voice Processing Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Basic Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Voice Processing Unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Voice Processing System Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Voice Mail Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Page 11
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Product Description
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Introduction
The Inter-Tel 5000 Network Communications Solutions platform is a converged communica-
tions platform designed for use in small- and medium-sized business environments. It provides
an Internet Protocol (IP) solution for telecommunication needs and supports IP phones, Inter-
Tel digital phones, standard single line phones, and other endpoints.
The system provides call processing and business productivity features, messaging services
with Basic Voice Mail (BVM) and Fax over IP (FoIP), Wide Area Network (WAN) Fail Sur-
vivability, and a Power Fail Bypass relay. On the main chassis of the platform, the Inter-Tel
CS-5200/5400 Communication Servers, are ports for connecting two loop start trunks, two sin-
gle line endpoints, external voice mail, Music On Hold (MOH), and Paging.
Inter-Tel CS-5200/5400 Communication Servers
The Inter-Tel CS-5200/5400 Communication Servers furnish the processing power and the
integration hardware and circuits for the Inter-Tel 5000 Network Communications Solutions
platform. The communication servers function identically, but the Inter-Tel CS-5200 provides
fewer IP resources than the Inter-Tel CS-5400. For an explanation of IP resources, refer to “IP
In this guide, a “trunk” is an audio path that connects the Inter-Tel 5000 with the public tele-
phone network. Both systems can support between 2 and 92 non-IP trunks. In addition, the CS-
5200 is capable of supporting 28 IP gateway trunks, IP network trunks, or IP endpoints, and
the CS-5400 is capable of supporting 116 IP gateway trunks, IP network trunks, or IP end-
points.
System capacities cited in this guide refer to the maximum number possible before
making resource tradeoffs. The actual number of trunks or endpoints installed on a
system depends on the user’s requirements and the physical constraints and con-
NOTE
figuration of the system.
BVM is provided with the system, but o increase voice mail capacity BVM can be replaced
with either a Voice Processing Unit (VPU) or an Enterprise® Messaging (EM) system. For
Digital signal processors (DSP) enable Conferencing, Dual Tone Multi-Frequency (DTMF)
detection, tone generation, modem operation, and Automatic Number Identification (ANI).
ANI is the technical term for Caller ID.
Inter-Tel Network Capability
Two or more Inter-Tel advanced communication platforms, Axxess or Inter-Tel 5000, can be
connected with T1/E1/PRI network spans to form a network. To the user, the network appears
as one integrated system. With few exceptions, the user can perform all of the functions across
the network that can be performed within a single system, or node.
In an Inter-Tel IP private network environment, IP endpoints can be programmed to traverse,
or bypass, the Network Address Translation (NAT) tables. The Inter-Tel 5000 may be placed
behind the firewall using a static NAT assignment. For details, contact you Inter-Tel equipment
provider.
Either communication server can operate as a stand-alone system or as a node in a network of
®
up to 63 Inter-Tel Axxess or Inter-Tel 5000 nodes. For network connectivity, Inter-Tel Axxess
Converged Communications Platforms require software v7.0 or later for T1 point-to-point pro-
tocol (PPP) networking. IP networking requires v8.231 or later system software, IP Resources
Card (IPRC) firmware v9.0.0 or later, and applicable licensing.
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Introduction
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Product Description
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
IP Resources
This guide refers frequently to the term “IP resources,” which has an important meaning in
computer telephony (CT) jargon. In common English usage, the word “resources” refers to a
supply that can be drawn on when needed. Computing resources constitute the needed supply
to run CT applications, and different applications require different amounts of resources. The
supply of computing resources that is not actually in use is available to run applications.
A “resource” might be understood as an abstract way to describe the amount of computing
capability that voice processing software and hardware need to work together. Resources are
used to describe an interface of a physical device used for call processing, such as a phone, as
seen by a software application. Examples of such interfaces include a fax processing resource,
voice recognition resource, or text-to-speech resource.
The communication server installed—Inter-Tel CS-5200 or CS-5400—determines the amount
of IP resources the Inter-Tel 5000 can supply to support voice processing tasks.
Internet Protocol Resource Application
The Internet Protocol Resource Application (IPRA) supplies IP functionality for the system
and communicates to the IP phones, IP trunk gateways, and other IP endpoints across 10/
100Base-T Ethernet.
Inter-Tel 5000 IP Resource Usage
On the Inter-Tel 5000, IP resources are used to provide the following call processing capabili-
ties:
•
•
•
IP endpoints
IP network connections
Faxing between Inter-Tel 5000 nodes
The correct allocation of IP resources is an important factor in maintaining a system that func-
tions without calls being blocked. System Administrators can promote nonblocking system
performance by making sure that the allocation of system IP resources is appropriate for their
needs. System Administrators having questions or concerns about the allocation of system IP
resources should contact their Inter-Tel equipment and service provider.
Summary of Hardware and Software Features
Built on 32-bit architecture and packaged in a space-efficient 1¾-inch (4.45 cm)-high 1U chas-
sis, the Inter-Tel CS-5200/5400 provides a robust IP communication solution. With appropriate
licensing, the Inter-Tel CS-5200/5400 delivers communication assets that include the following
hardware and features:
®
•
•
Linux operating system
Connectivity for Loop Start, T1, T1/Primary Rate Interface (PRI), E1/PRI, and IP gate-
way (MCGP and SIP) trunks, and for trunk-only capability of Basic Rate Interface
(BRI)
•
•
•
•
•
Basic Voice Mail
Unified Messaging
Networking over IP
Networking over T1/E1 spans
Fax over IP (FoIP)—T.38—Inter-Tel 5000 to Inter-Tel 5000 nodes only
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Summary of Hardware and Software Features
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Product Description
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
CompactFlash memory card for storing system applications, customer database, and
voice mail messages
•
•
USB flash drive (thumb drive) for backing up voice mail prompts and messages
Support for IP, SIP, Multi-Protocol, Wireless IP, Multimedia Touch Screen, digital, and
single line hard phones, and for one PDA soft phone
•
Support for nonphone endpoints such as IP gateway trunks, IP SLAs, SLAs, fax
machines, and answering machines
•
•
•
•
•
•
•
•
•
•
•
Directory Look-Up
Hunt Groups
Automatic Call Distribution
Uniform Call Distribution
Open Architecture Interface (OAI)
Multilingual Support
Music-On-Hold
Paging
Power Fail Bypass circuitry
Wide Area Network (WAN) Fail Survivability
Licensing
The Inter-Tel CS-5200 is the basic system. In the default configuration, it comes with five IP
endpoint licenses and three IP networking resources. With required hardware and licensing, the
Inter-Tel CS-5200 can support a mix of up to 28 IP endpoints, IP network trunks, and/or IP
gateway trunks. Additional IP endpoint licenses are required before more than five IP end-
points will operate on a system.
The Inter-Tel CS-5400 is an Inter-Tel CS-5200 with a Processor Expansion Card (PEC-1) and
licensing added to the system. In the default configuration, it comes with five IP endpoint
licenses and six IP networking resources. With required hardware and licensing, the Inter-Tel
CS-5400 can support a mix of up to 116 IP endpoints, IP network trunks, and/or IP gateway
trunks.
Each of the DEIs is licensed separately, as are premium features. For lists of standard and pre-
USB Security Key
The USB security key uniquely identifies a system by storing an Inter-Tel Master License.
Only the specific software license that has been digitally signed with the Master License data is
allowed to control the system. The key stores the essential components of the software licens-
ing scheme.
The security key also ensures licensing integrity. When a system detects removal of its key, the
system disables audio for subsequent calls. When the audio is disabled, the system posts appli-
cable alarms to the LCD panel on the front of the unit chassis and to the LCD on the Adminis-
trator endpoint. Alarm #122 indicates that the key is missing, while Alarm #125 identifies the
number of minutes before the system initiates a reset.
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Licensing
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Product Description
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
When the key is replaced and the correct serial number is detected by the system, the audio is
enabled and the reset countdown is aborted.
If the system powers up without the USB security key in place, the user must reload the soft-
ware license through database programming.
Inter-Tel CS-5200
For smaller user environments, the Inter-Tel CS-5200 default configuration includes the Pro-
cessor Module (PM-1), five IP endpoint licenses, three IP networking resources, and the Com-
pactFlash, USB, and equipment interface ports on the chassis. If the three IP networking
resources are used, sufficient IP resources are available for installing 25 IP endpoints. All told,
with required interface hardware and licensing the Inter-Tel CS-5200 supports a mix of up to
28 IP endpoints, IP private networking trunks, and/or IP gateway trunks.
For system configuration, programming, and installation details, contact your authorized Inter-
Tel equipment provider.
Inter-Tel CS-5400
Adding a Processor Expansion Card (PEC-1) to the PM-1 and applicable licensing to the base
platform creates the Inter-Tel CS-5400. The default configuration of the larger-capacity system
includes six IP networking resources in addition to the five IP endpoint licenses and platform
interface ports on the chassis. If the six IP networking resources are used, sufficient IP
resources are available for installating 110 IP endpoints. With required interface hardware and
licensing, the Inter-Tel CS-5400 supports a mix of up to 116 IP endpoints, IP network trunks,
and/or IP gateway trunks.
Digital Expansion Interface
To provide Inter-Tel digital phone capability, one or two Digital Expansion Interface (DEI)
units can be added to the system chassis. Each DEI provides three bays that accept Digital
Endpoint Modules (DEM-16). Each DEM-16 supports 16 digital Inter-Tel phones or Single-
Line Adapters (SLA), providing for connection of up to 48 Inter-Tel digital phones or SLAs.
Each SLA supports one or two single line analog phones.
In addition to IP endpoints, each licensed DEI connected to the Inter-Tel CS-5200 chassis pro-
vides capability to add up to three Digital Endpoint Modules (DEM-16) that would support up
to 48 digital endpoints.
For each digital phone substituted with a Single-Line Adapter (SLA), two single line phones
can be added to the system.
System Capacities
The Inter-Tel CS-5200/5400 chassis supports:
•
Central Office (CO)/Local Exchange Trunks: Including the two loop start circuits
built into the chassis, up to 14 loop start trunks can be supported by the Inter-Tel 5000.
Up to three Loop Start Modules (LSM) can be installed, and LSMs are available with
either two or four ports.
•
T1/E1/PRI Spans: Up to three T1, T1/PRI, or E1/PRI spans can be connected to the
Inter-Tel CS-5200/5400 chassis through T1/E1/PRI modules. Each module supports one
span. A T1 span supports up to 24 trunks; a T1/PRI span supports up to 23 trunks; and,
an E1/PRI span supports up to 30 trunks. Trunk options in DB Programming include
Loop Start, Off-Premises Extension (OPX), Direct Inward Dial (DID) [Direct Dialing
Inward (DDI), in Europe], T1, T1/PRI, E1/PRI, and T1/E&M.
•
Endpoints: The Inter-Tel CS-5200/5400 supports Inter-Tel IP phones and other IP end-
points, IP and SIP trunk gateways, Inter-Tel digital phones and other digital endpoints,
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Inter-Tel CS-5200
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Product Description
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
IP Single-Line Adapters (IP-SLA), Single-Line Adapters (SLA), and single line analog
phones and other endpoints.
•
•
Pocket PC SoftPhone: The Model 8601 is a SIP softphone that runs on selected Pocket
PC 2002 (or later) Personal Digital Assistant (PDA) platforms. The IPRA supports the
Model 8601 Pocket PC SIP-mode softphone, which is described in the following para-
graph, but does not support Inter-Tel legacy IP SoftPhones.
Multi-protocol phones: A multi-protocol phone is one that operates either in Inter-Tel
Protocol (ITP) mode or in Session Initiation Protocol (SIP) mode. A SIP server is
required for SIP mode operation. Multi-protocol phones include Models 8620/8622,
8662, and 8690. Multi-protocol phones require software licenses.
•
•
Wireless phones: Models 8664, 8665, and 8668 are wireless phones that operate in ITP
mode.
Single line phones: In addition being able to install single line phones in each of the
two circuits built into the Inter-Tel CS-5200/5400 chassis, one single line phone can be
installed in with each IP-SLA, and two single line phones can be installed with each
SLA.
System Network Capacities
Two or more Inter-Tel Advanced Communications Platforms (Inter-Tel 5000 or Axxess) can be
connected to form a network that provides a seamless interface between the systems. To the
user, the network appears as one integrated system. With few exceptions, the user can perform
all of the functions across the network that can be performed within a single system.
In this guide, all references to a “network” mean two or more connected systems. Each system
in a network is called a “node.”
Table 2. System Network Capacities
FEATURE/DEVICES
System Nodes per network
Local devices per node
CAPACITY
63
304*
Off-node devices per node
Devices per network
10,000
40,000
* The maximum number of endpoints and trunks that can be installed is limited by the number
of voice channels and/or system memory resources available.
Voice Processing Systems
Inter-Tel CS-5200/5400 Communication Servers support an internal Inter-Tel 5000 voice pro-
cessing system, Basic Voice Mail (BVM), and two external voice processing systems, the
Voice Processing Unit (VPU) and Enterprise Messaging (EM).
Basic Voice Mail
Basic Voice Mail (BVM) is built into Inter-Tel 5000 platform capability to provide voice mail
and messaging services. BVM does not support Fax-On-Demand or Unified Messaging.
BVM messages are stored on a CompactFlash (CF) memory card formatted by Inter-Tel. The
card also stores system applications and the user database.
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System Network Capacities
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
The data capacity of the CF determines the amount of BVM message storage, which ranges
from 30 hours with a 256 MB card to more than 211 hours with a 1 GB card. For storage of
voice mail messages and greetings, custom prompts, and Record-A-Call messages, each sys-
tem CF reserves a predetermined amount of memory. The larger the capacity of the CF, the
The amount of message storage, which is allocated for each user as a quota of the total storage
capacity, is programmable in minutes through DB Programming. A warning flag can be set for
each mailbox to alert the user when a specified percentage of the allocated quota has been
reached.
In addition to the standard US English prompts, each set of language prompts reduces by
amount of message storage available on the three sizes of CF before additional sets of prompts
are applied. In addition to US English, the system supports UK English, Spanish, and Japanese
language prompts.
Table 3. BVM Storage Capacities on CompactFlash Memory Cards
Basic Voice Mail
Storage Capacity
Compact Flash Card
256 MB with US English prompts
512 MB with US English prompts
1024 MB with US English prompts
30 hr (1800 min)
90 hr (5420 min)
211 hr (12,670 min)
When all of the IP resources available for BVM are busy, the next callers are camped-on to
wait for a resource to become available. Upgrading to an expanded, external voice mail system
is recommended when an unacceptable number of callers are being camped-on before they can
leave a voice message.
BVM can be replaced with an external Voice Processing Unit (VPU) or Enterprise® Messag-
ing (EM) system. The VPU and EM systems can be installed on any or all nodes in the net-
work to allow a caller to leave a message on a local voice processing system for a mailbox
located on another voice processing system in the network.
Enterprise Messaging
Enterprise Messaging (EM) is an optional external system that unifies communication and
messaging by providing access to voice mail, fax, and e-mail messages in the user’s mailbox.
In addition, EM provides automatic speech recognition capabilities and built-in Unified Mes-
saging features. EM runs on the Windows 2000 operating system. For detailed information
about EM, refer to the Enterprise Messaging Installation Manual, part no. 780.8006.
Voice Processing Unit
The Voice Processing Unit (VPU) is an optional external system that provides integrated voice
processing. Integrated features include Voice Mail, Automated Attendant, Hunt Group
announcement and overflow, optional Fax-On-Demand, buffered SMDR, Record-A-Call, and
others. , with special applications software that can be attached to the telephone system. VPU
runs on either the Windows NT or Windows 2000 operating systems. For detailed information
about EM, refer to the Voice Processing Unit Installation Manual, part no. 835.2890.
Voice Processing System Applications
Inter-Tel voice processing systems support several voice processing system applications.
Depending on your site’s voice processing system, equipment, and licensing, you may have
access to one or more of the following voice processing system features:
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Voice Processing System Applications
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
Automated Attendant: Automated Attendant is a programmable feature that provides
automated call answering services. Calls can transfer, forward, or directly ring in to
Automated Attendant. When Automated Attendant answers a call, it plays a recording
that gives dialing instructions. After hearing the recording, or at any time while it is
playing, the caller may dial an extension or mailbox number. For information about the
•
Automated Attendant Recall Destination: If a call that is transferred by Automated
Attendant is not answered before the Transfer Voice Processor timer expires, the call
recalls the Automated Attendant Recall Destination. The Recall Destination announces
that the phone is unavailable and allows the caller to leave a message if the phone has
an associated mailbox, or to dial another extension. For information about the Auto-
•
•
Automatic Fax Detection: With Automatic Fax Detection, Call Routing Announce-
ment (CRA) applications and mailboxes can be programmed to automatically route
incoming fax calls to a specified extension or to an e-mail address. For information
Automatic Speech Recognition (ASR): The EM system supports Automatic Speech
Recognition (ASR). ASR can be enabled on many levels within the voice processing
system. Using EM, subscribers can issue spoken commands to navigate the voice mail
menus. Subscribers and nonsubscribers can also use spoken commands to search the
voice mail directory and to navigate Automated Attendant menus and CRA paths.
When ASR resources are not available, subscribers and nonsubscribers can also per-
form these tasks by pressing the appropriate dialpad digits when prompted by the sys-
•
Call Routing Announcement (CRA): This application can be used in place of a play-
back device and is useful for programming Hunt Group announcement and overflow
stations. When called, the CRA application plays a recording and then hangs up.
The CRA application uses digit translation to help calling parties reach their intended
destinations. Digit translation allows the caller to press a single digit to access a mail-
box, a Fax-on-Demand function, a station, or a Hunt Group. Digit translation can be
programmed for each digit from 0 through 9, #, and *, plus a Timeout option that
applies if the caller does not enter a digit when prompted. If programmed, each digit
could lead the caller to a “digit translation node” that has its own set of digit translation
values. This layered CRA digit translation creates a “tree” of programmable digit trans-
•
•
Directory Services: Directory Services provide callers with a list of mailboxes and
extension IDs that can be accessed through Voice Mail or the Automated Attendant.
The Directory feature is available in each of the voice processing systems, but varies
E-mail Reader: E-mail Reader is a licensable feature available with the EM voice pro-
cessing system. It provides users with advanced mailbox capabilities through Text-To-
Speech (TTS) technology. When E-mail Reader is enabled for a mailbox, users can
access voice mail, e-mail, and fax messages by logging in to their mailboxes. E-mail
Reader announces the message envelope and can also “read” the text in the body of e-
mail messages. E-mail Reader users also have access to additional message options,
which vary based on the media type. For information about E-mail Reader, refer to
•
Fax-On-Demand: The Fax-On-Demand feature is a specially programmed Call Rout-
ing Announcement application that uses digit translation to allow callers to select the
documents they want to have faxed to them. Callers can use a DTMF endpoint to
request one or more documents from the company’s fax library, the library that is also
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Voice Processing System Applications
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Product Description
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
used in the Unified Messaging faxing feature. When the request is completed, the voice
processing system places a call to the caller’s fax machine to deliver the requested doc-
•
•
Record-A-Call: This feature allows a phone user to record a call-in-progress as a voice
mailbox message. When a phone user enters the Record-A-Call feature code, the sys-
tem places a call to the phone’s assigned Record-A-Call application. When the applica-
tion answers, the system sets up a conference call with the Record-A-Call mailbox. If
programmed, the mailbox plays a greeting to indicate that the recording is in progress.
Scheduled Time-based Application Routing (STAR): STAR enhances the program-
mability of the voice mail application greetings. Applications can be programmed to
play alternative greetings for holidays and weekends. A STAR application is a table of
up to 20 entries that serves as a “routing table.” STAR tells the voice processing system
which application to use to respond to incoming calls. Based on day-and-time informa-
tion defined in the table, the identified applications are programmed to play the greet-
ings and STAR routes the call to the predetermined application. For information about
•
•
Station Message Detail Recording (SMDR) Information Storage: SMDR informa-
tion is stored only on the VPU voice processing system hard disk, then processed using
call record sorting software. BVM and EM do not support SMDR information storage.
Voice Mail and Message Notification Retrieval: Other than messages that are sent
through the Message Notification/Retrieval application, Voice Mail handles all voice
mail calls directed to it. If your system is using EM and E-Mail Reader is enabled for
the mailbox, users have access to advanced messaging features using their advanced
mailbox. With Voice Mail, callers hear the main company greeting, followed by a menu
of available options. Message Notification/Retrieval provides voice mail message noti-
fication and quick mailbox access. For information about Voice Mail and Message
•
Unified Messaging: The Unified Messaging (UM) feature links the voice processing
system with e-mail and/or provides outgoing fax capabilities. Depending on which
voice processing system you are using, you may have UM version 2.2 or 2.3. For infor-
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Voice Mail Networking
A voice processing system can be installed on any or all nodes in the user’s network. These
voice processing systems can also be networked together to allow a caller to leave a message
on the local voice processing system for a mailbox located on another voice processing system
in the network.
Table 4. Network Capacities
FEATURE/DEVICES
Voice Processing Systems per network
CAPACITY
100a
10,000b
Local or Off-Node Mailboxes/Extension IDs per Voice Processing System
node
System Audio Interface Ports per node
Applications per node
40
150
Group Lists per node
Members per group list
1000
1500
Remote Message Notification Numbers per mailbox
Audiotex Recordings per node
18
500
1
Message Notification/Retrieval Applications per node
System Passwords per node
4
Time Slot Groups per node
10
a
This is the maximum number of nodes supported by the software. System traffic may limit
the actual number of nodes that can be supported without affecting system performance.
b
This is the maximum number of mailboxes supported by the NT-based software.
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Administrator Procedures
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Administrator Procedures
CONTENTS
PAGE
Scheduled Delayed Major Resets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
System Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Trunk Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Programming System Speed Dial Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
System Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Network Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Clearing Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Enabling/Disabling the Internal Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Resetting the Internal Modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Seizing a Device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Voice Mail Administrator Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Voice Mail Administrator Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Changing A Group List Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Recording Custom Voice Mail Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
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Administrator Procedures
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Introduction
When programming your site’s database, the Inter-Tel-certified technician can program a
phone’s extension as both a System Administrator and a Voice Mail Administrator. Sometimes
the two jobs are handled by the same person. You can use a phone that has been designated as
an Administrator phone to perform certain programming tasks for the call processing system
and/or the voice mail system. In addition, the System Administrator phone shows system and
network alarm messages.
This section provides you with the instructions for performing System Administrator and Voice
Mail Administrator tasks. The information is presented as follows:
•
•
A Quick Reference Guide containing instructions for frequently performed procedures is
located in the front of this guide.
As a System Administrator, you must know which languages are considered Pri-
NOTE mary and Secondary for the system. The platform supports American English,
British English, Spanish, and Japanese prompts and displays.
System Administrator Phone Designation
Any Inter-Tel phone can be designated as a System Administrator phone through Database
Programming. However, to facilitate programming and to manage system Alarm messages,
Inter-Tel recommends using a six-line display phone for this purpose, such as the Model 8660
IP phone or Model 8560 digital phone.
NOTE A single line phone cannot be used as an Administrator phone.
If a user of a non-Administrator display phone attempts to execute Administrator features, the
user will hear fast-busy reorder tones, and the display will show CANNOT ACCESS
RESERVED FEATURE.
Scheduled Delayed Major Resets
A delayed major reset is sometimes needed when programming the database using the Admin-
istrator phone. If a major reset is required, the message, ENTER SYS RESET OPTION
appears on the phone display. You can select to perform an immediate major reset when this
message is shown, or you can schedule a delayed major reset. The delayed major reset option
allows you to schedule a reset to occur when the system is not in use.
The following programming changes do not require a major reset:
•
•
•
•
•
•
Changing extensions
Swapping extensions
Creating off-node devices
Changing ACD Agent IDs
Adding and removing extensions from Extension Lists
Equipping and unequipping devices
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Administrator Procedures
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
System Administrator Procedures
With a System Administrator phone, you can perform the following procedures:
•
•
•
•
•
•
•
•
•
•
Place the local node in night or day mode
Place other network nodes in night or day mode
Set the date and time of the local node
Set the network date and time
Synchronize clocks in the network
Enable, disable, and reset local and off-node call processing application modems
Program System Speed Dial numbers on the local node
Receive and clear displayed system and network alarms
Use diagnostic mode features:
—
Freeze and unfreeze the database history for the local node or any node in the net-
work using programmed freeze zones
—
—
Print error logs
Seize specific devices for troubleshooting purposes
Placing the Local System in Day or Night Mode
You can use a System Administrator phone to place the local node in day or night mode. The
day or night mode selects preprogrammed database lists to determine trunk access, toll restric-
tion, emergency outgoing access, etc. for the phones in the system. Active calls are not affected
when the Day–Night mode is changed.
To view Day–Night Mode status:
While on-hook, enter the Night Ring On/Off feature code (9860). You hear a single confirma-
tion tone. The display shows NIGHT MODE IS ON (or OFF). If night mode was turned on,
the display shows THE SYSTEM IS IN NIGHT MODE until day mode is turned on.
Placing Network Nodes in Day or Night Mode
You can use a System Administrator phone to place one or more nodes in day or night mode.
The day–night mode determines which lists the system will use for trunk access, toll restric-
tion, etc.
The network determines the day/night mode status of a call based on the day/night mode status
of the node where the trunk resides.
To turn night mode on:
1.
2.
While on-hook, enter the Enable Network Night feature code (9861).
When prompted to enter a node number., enter 01–63 for the desired node number. To
select all nodes, enter 00.
You hear a single confirmation tone. The display shows NIGHT MODE IS ON. Then
the display shows NODE X IS IN NIGHT MODE until day mode is turned on.
To turn day mode on:
1.
2.
While on-hook, enter the Enable Network Day feature code (9862).
When you are prompted to enter a node number, enter the desired node number.
You hear a single confirmation tone. The display shows DAY MODE IS ON.
Page 23
Placing the Local System in Day or Night Mode
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Setting System Date and Time
Inter-Tel CS-5200/5400 supports the Automatic Daylight Saving Time (British
Summer Time, in Europe) feature. However, the Enable Daylight Saving Time
flag in Database Programming must be set to Yes to use the Automatic Daylight
Saving Time/British Summer Time feature.
NOTE
A System Administrator can manually reset the system time or date when it is necessary. For
example, when the system is defaulted or for daylight-saving time. Any Administrator can
change the date and time that appears on all display endpoints and in the SMDR reports. The
day of the week is automatically calculated and set by the system when the date is entered.
To set the system date and time:
MUTE
NOTE
If necessary, press
to backspace, or press
or CANCEL to start over.
1.
2.
3.
While on-hook, enter the Set Date/Time feature code (9800). Your display shows DATE
<current date>.
#
If you do not need to change the date, press
or ACCEPT to skip to the TIME
XX:XX prompt.
Use the dialpad buttons to enter the month, day, and year. For example, press 020301
for February 3, 2001. When finished, the display shows TIME <current time>. If you
entered the date incorrectly, the display shows INVALID DATE, and you are prompted
to enter a new date.
If using a phone programmed for the Japanese language, enter the date
NOTE
as year, month, day. For example, 050203 for February 3, 2005.
#
If you do not need to change the time, press
or ACCEPT twice to exit. The display
shows SYSTEM DATE AND TIME UPDATED.
4.
5.
Use the dialpad buttons to enter the time in hours and minutes. For example, enter 0900
for 9:00. If you entered the time incorrectly, the display shows INVALID TIME and
you are prompted to enter a new time.
If the system is set for 12-hour display format, the display shows SELECT AM OR
1
2
PM (AM=1 PM=2). Press
(or the AM menu button) for AM or press
(or the PM
menu button) for PM. The display shows SYSTEM DATE AND TIME UPDATED. If
you press any button other than 1 or 2, the display shows INVALID TIME and you are
prompted to enter a new time.
If using a phone programmed for the Japanese language, the prompts will
NOTE
be reversed and you will set the AM or PM before the hour and minutes.
Setting Network Date and Time
Occasionally, the network time or date needs to be reset, such as when the system is defaulted
or when daylight-saving time/British summer time is implemented. Any System Administrator
can change the date and time that appears on all display phones and that appears in the SMDR
reports in the network. The day of the week is automatically calculated and set by the system
when the date is entered.
Page 24
Placing Network Nodes in Day or Night Mode
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To set the network date and time:
MUTE
If you make a mistake, press
to backspace or press
or CANCEL to
NOTE
leave it unchanged and start over.
1.
2.
3.
While on-hook, enter the Set Network Date and Time feature code (9810). Your display
shows DATE <current date>.
#
If you do not need to change the date, press
or ACCEPT to skip to the TIME
XX:XX prompt.
Use the dialpad buttons to enter the month, day, and year. For example, press 020301
for February 3, 2001. When finished, the display shows TIME <current time>.
If using a phone programmed for the Japanese language, enter the date
NOTE
as year, month, day. For example, 050203 for February 3, 2005.
If you entered the date incorrectly, the display shows INVALID DATE, and you are
prompted to enter a new date.
#
If you do not need to change the time, press
or ACCEPT twice to exit. The display
shows SYSTEM DATE AND TIME UPDATED.
4.
5.
Use the dialpad buttons to enter the time in hours and minutes. For example, enter 0900
for 9:00.
If using a phone programmed for Japanese, the prompts are reversed and
you will set the AM or PM before the hour and minutes.
NOTE
If you entered the time incorrectly, the display shows INVALID TIME, and you are
prompted to enter a new time.
If the node is set for 12-hour display format, the display shows SELECT AM OR PM
1
2
(AM=1 PM=2). Press
(or the AM menu button) for AM or press
(or the PM
menu button) for PM. The display shows SYSTEM DATE AND TIME UPDATED. If
you press any button other than 1 or 2, the display shows INVALID TIME, and you are
prompted to enter a new time.
Synchronizing Network Time
System Administrators can synchronize the minutes past the hour across the network without
changing the hour. This is useful when the nodes are in different time zones.
If the node time is off by more than 30 minutes, synchronizing the minutes may
cause the hour to change. Also, network time is automatically synchronized
every day at 12:30 AM (00:30), using the time setting on the node with the low-
NOTE
est number.
To synchronize the clocks in all nodes in the network:
While on-hook, enter the Synchronize Network Time feature code (9811). You hear a
confirmation tone, and the display shows NETWORK TIME SYNCHRONIZED.
Page 25
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Administrator Procedures
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Programming the Database Using a System Administrator Phone
Any System Administrator phone can perform database programming. However, programming
requires a display phone, such as an Executive Display, Professional Display or Model 8560
digital phone or the Model 8660 IP phone.
A System Administrator phone can be used to perform the following programming:
Phone Options:
•
•
•
•
•
•
Create or delete Administrator stations
Create or delete Attendant stations
Create or delete House Phones
Assign phones to Attendants
Program usernames
Program endpoint toll restriction
System Options:
•
•
•
•
Program Do-Not-Disturb (DND) messages
Program up to 10 passwords for the Database Programming feature
Program phone extensions
Swap extensions
Trunk Options:
•
Individual trunk answer supervision type, caller information, hybrid balance, signaling
type (DTMF or pulse), and trunk group assignment
•
Trunk group answer access, ring-in, toll restrictions, and trunk lists
A password can protect entry to the Database Programming feature at the Administrator phone.
A password prevents unauthorized users from altering the system database.
Passwords are important to system security. Without sufficient password protec-
tion, the system database is vulnerable to unauthorized access.
NOTE
Depending on the database changes made, the system may require a reset after programming.
If so, the system will prompt you for a reset and ask if it should be done immediately or
delayed. Delaying the reset may prevent interruption in service. However, if a reset is required
it should be done as soon as possible to permit proper system operation.
NOTE A system reset will drop all calls in progress.
Entering Alphanumeric Information:
When entering alphanumeric information, such as a username, reminder message, or Do-Not-
MSG
Disturb message, press
or USE ALPHA MODE/USE NUMERIC MODE menu button to
switch back and forth between alphanumeric and numeric mode.
#
•
In numeric mode, the dialpad buttons are used to enter numbers 0-9, the pound (
)
button is used for entering a hyphen (-), and the asterisk ( ) button is used for entering
a colon (:). For example, 1 00 would enter “1:00” in numeric mode.
•
In alphanumeric mode, dialpad buttons are used to enter the desired letters, numbers,
and punctuation. The number of times a button is pressed determines which character is
entered. For example, 533266 would enter “JEAN” in English. When adjoining charac-
FWD
ters are located under the same button, press
to advance to the next character.
FWD
For example, 66
6667776 would enter “NORM.”
Refer to the table on the following page to program information in alphanumeric mode.
Page 26
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
(Note that letters correspond to the letters printed on dialpad buttons.) Japanese charac-
ters are available with the standard Multilingual Support feature included in your soft-
ware license. Japanese is programmed as a Primary or Secondary Language, and the
Administrator’s phone is set for Japanese.
Use the following table to guide you as you program alphanumeric information.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
KATAKANA CHARACTERS*
ENGLISH/SPANISH CHARACTERS
1
2
3
4
5
6
7
8
9
0
-
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
’
1
2
3
4
5
6
7
8
9
0
A
I
U
KU
SU
TSU
NU
FU
MU
YO
RU
N
E
O
KO
SO
TO
NO
HO
MO
,
a
i
A
KA
SA
TA
KI
KE
SE
TE
NE
HE
ME
.
D
G
J
!
SHI
CHI
NI
u
*
e
L
O
R
V
Y
.
#
Ñ
S
?
Z
,
NA
HA
MA
YA
RA
WA
o
M
P
HI
tsu
ya
yu
yo
long
MI
T
YU
RI
W
@
RE
pa
RO
ba
WO
*The Japanese characters are only available if the Multilingual feature is enabled and Japanese
is installed as the secondary language.
Station Programming
You can use your Administrator phone to program the following endpoint information:
•
Create or delete Administrator phones: You can program any non-single line Inter-
Tel phone as an additional Administrator phone, or you can delete the designation of a
phone as an Administrator phones.
•
•
Create or delete Attendant phones: You can program any phone to be an Attendant
phone, or you can delete the designation of a phone as an Attendant phone.
Create or delete House Phones: You can program any phone to be a House Phone, or
you can delete House Phones.
•
•
•
Assign phones to Attendants: You can change the assigned Attendant for each phone.
Program usernames: You can program or change the username for any endpoint.
Program endpoint toll restrictions: You can program toll restriction classes of service
The endpoint Database Programming process is summarized in the flowchart shown on
If necessary, at any time during the following procedure you can press the aster-
NOTE
isk ( ) or Speaker button to cancel programming and discard any unsaved
changes.
To program endpoints:
1. While on-hook, enter the Program Database feature code (9932).
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
2.
If a password is required, the display shows ENTER PASSWORD. Use the dialpad to
#
enter your 1–8 digit password and press
. (If you enter an incorrect password or do
#
not press , the display shows INVALID PASSWORD.)
If a password is not required, skip this step.
3.
4.
The display shows ENTER DATABASE OPTION. (Display phones also show the
1
options: ENDPOINT, SYSTEM, and TRUNK.) Press
ton.
or the ENDPOINT menu but-
The display shows ENTER ENDPOINT EXTENSION. Enter the extension number of
the phone to be programmed using one of the following methods. (If you enter an
invalid extension number, you hear reorder tones and must try again.)
Enter a complete number: Enter the extension number using your dialpad. When the
#
circuit information is displayed, press
again to continue.
#
Enter a partial number: Enter a partial extension number, then press
, the high end
of the Volume button, or the ACCEPT menu button. The display shows the extension
number, username and circuit number of the phone that most closely matches the partial
#
extension number. Press
or ACCEPT to program the displayed phone, or scroll to
another phone as described below.
Scroll through the numbers: To scroll through the extension number list, press the
high end of the Volume button or NEXT to scroll forward, or press the low end of the
Volume button or PREVIOUS to scroll backward. When the desired extension number
#
is displayed, press
or ACCEPT to continue.
5.
The display shows ENTER ENDPOINT OPTION. Select one of the following:
a. Endpoint Flags: This option allows you to set the Administrator phone, Attendant,
1
and House Phone flags. To select it, press
or the ENDPOINT FLAGS menu but-
ton. Three flags can be programmed: Administrator, Attendant, and House Phone.
However, you cannot program the Administrator flag for your own phone or for a
single line phone. To program the flags, do the following:
1.) To scroll to the desired flag: Press the high end of the Volume button or
NEXT to scroll forward, or press the low end of the Volume button or PREVI-
OUS to scroll backward.
1
2.) To enable or disable a displayed flag: Press
or the ON menu button to
2
enable the flag. Or, press
or the OFF menu button to disable the flag.
#
3.) To save your programming when all flags are set correctly: Press
or
ACCEPT to save the new flag settings. The display shows DATABASE
UPDATED and then returns to the ENTER ENDPOINT OPTION prompt.
4.) To exit without saving your changes: Press
or CANCEL to exit. The dis-
play shows NO UPDATE PERFORMED and then returns to the ENTER
ENDPOINT OPTION prompt.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
b. Endpoint Information: This option allows you to select an Attendant for the end-
2
point or program the endpoint’s username. To select it, press
or the ENDPOINT
INFO menu button. The display shows ENTER ENDPOINT INFO OPTION. Select
one of the following:
1
1.) Attendant: To assign an Attendant to serve this endpoint, press
or the
ATTENDANT menu button. The display shows ENTER ATTENDANT
EXTENSION. Enter the desired extension number. When the circuit informa-
#
tion is displayed, press
again to return to the ENTER ENDPOINT INFO
OPTION prompt. The display shows DATABASE UPDATED. (Or, to cancel
your entry, press
FORMED.)
or CANCEL. The display shows NO UPDATE PER-
2
2.) Username: To change the username of the endpoint, press
or the USER-
NAME menu button. The display shows ENTER USERNAME. Enter the new
or CAN-
CEL. The display shows NO UPDATE PERFORMED.)
c. Toll Restriction: This option allows you to set the endpoint class of service for day
3
and/or night modes. To select it, press
ton. Then do the following:
or the TOLL RESTRICTION menu but-
1
1.) The display shows TOLL RESTRICTION OPTION. Press
or the COS
2
DAY menu button to program day mode toll restriction. Or, press
COS NIGHT menu button to program night mode toll restriction.
or the
2.) The display shows SET DAY (or NIGHT) COS XX. If this is not the COS
you want to program, scroll to the correct COS by pressing the high end of
the Volume button or NEXT to scroll forward, or press the low end of the Vol-
ume button or PREVIOUS to scroll backward. For more information about
Table 5: Default Class of Service (COS) Numbers
COS 02 – Deny Area/Office
COS 03 – Deny Operator
COS 04 – Deny Toll Access
COS 05 – Deny International
COS 06 – Deny Equal Access
COS 07 – Deny Local Calls
COS 08 – Denied Numbers
COS 09 – Allowed Numbers
1
3.) When the correct COS is displayed, press
or the ON menu button to
2
enable the toll restriction. Or, press
or the OFF menu button to disable it.
restrictions.
#
5.) Press
or ACCEPT to save the COS programming. The display shows
DATABASE UPDATED and then returns to the TOLL RESTRICTION
OPTION prompt.
#
6.) Press
again to exit to the ENTER ENDPOINT OPTION prompt.
#
6.
7.
When the display shows ENTER ENDPOINT OPTION, press
again to exit to the
ENTER ENDPOINT EXTENSION prompt. You can then program another endpoint by
#
repeating these steps or press
BASE OPTION prompt.
or ACCEPT once more to exit to the ENTER DATA-
#
When finished with all programming, press
while the ENTER DATABASE
OPTION prompt is displayed. This ends the programming session.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
8.
If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one
of the following:
1
—
Delayed Reset: Press
or the DELAYED menu button to delay the reset. The dis-
play shows DELAYED RESET SCHEDULED. The system will be reset at the
pre-programmed time.
2
—
Immediate Reset: Press
or the IMMEDIATE menu button to reset the system
now.
NOTE A system reset will drop all calls in progress.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Figure 1. Endpoint Database Programming Flowchart
Enter Program Database
feature code 9932
ENTER DATABASE OPTION
Press 1 or ENDPOINT
menu button
ENTER ENDPOINT EXTENSION
Enter desired endpoint extension number, then #
ENTER ENDPOINT OPTION
Press 1 or ENDPOINT FLAGS
Press 3 or TOLL RESTRICTION
menu button
Press 2 or ENDPOINT INFO
menu button
menu button
ENDPOINT INFO OPTION
TOLL RESTRICTION OPTION
Select flag to program
Press 2 or
USERNAME
menu button
Press 1 or
ATTENDANT
menu button
Press 1 or COS
DAY menu button
for day mode
Press 2 or COS
NIGHT menu button
for night mode
Press 1 or
ON menu button
to enable
Press 2 or
OFF menu button
to disable
SET DAY/NIGHT COS XX
Enter
new
username
Enter
Attendant’s
extension
If necessary, select COS number
to program by scrolling
Press 2 or
Press 1 or
OFF menu button
to disable COS
ON menu button
to enable COS
AT ANY LEVEL:
Press * or the Speaker button to cancel any un-
saved changes and back up to exit program-
ming.
If desired, select another COS number
to program by scrolling
Press # or ACCEPT to save changes and back
up one display level.
INFORMATION IN THIS CHART IS SHOWN
AS FOLLOWS:
YOUR INPUT
ENDPOINT DISPLAYS
Page 31
Endpoint Database Programming Flowchart
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
System Programming
You can use your Administrator phone to program the following system-wide information:
•
Define Do-Not-Disturb (DND) messages: The messages for the Do-Not-Disturb fea-
ture can be reprogrammed through an Administrator’s phone. Administrators can delete
or change messages 01–20 to any value up to 16 characters. For feature description and
programmed Primary and Secondary Language, the system has default DND messages
in both languages. Available languages are American English, British English, Spanish,
and Japanese. The current language of the programming phone determines which list is
programmed. For a description of the Change Language feature, refer to “Multilingual
the Primary Language message. The following table lists the default DND messages.
Table 6: Default DND Messages
01 DO-NOT-DISTURB
02 LEAVE A MESSAGE
03 IN MEETING UNTIL
04 IN MEETING
11 OUT OF TOWN 'TIL
12 OUT OF OFFICE
13 OUT UNTIL
14 WITH A CLIENT
15 WITH A GUEST
16 UNAVAILABLE
17 IN CONFERENCE
18 AWAY FROM DESK
19 GONE HOME
05 ON VACATION 'TIL
06 ON VACATION
07 CALL ME AT
08 AT THE DOCTOR
09 ON A TRIP
10 ON BREAK
20 OUT TO LUNCH
When two languages are enabled and DND messages are changed, the programmer
should attempt to keep the meanings for the messages in both lists the same. That is, if
the Primary Language message 02 is changed to “PAGE ME,” a similar message should
be programmed for the Secondary Language message 02.
•
•
Select an Administrator Database Programming password: Entry to the Database
Programming feature at the Administrator phones can be protected using a password. A
password would prevent unauthorized users from altering the system database.
Define reminder messages: System reminder messages can be changed using an
Administrator’s phone. For a feature description and operating instructions, refer to
When Primary and Secondary Languages are enabled, the system has default reminder
messages in both languages. The current language of the programming phone deter-
mines which list is programmed. For a description of the Change Language feature,
lation has the same meaning as the Primary Language message.
When two languages are enabled and reminder messages are changed, the programmer
should attempt to keep the meanings for the messages in both lists the same. That is, if
the Primary Language message 02 is changed to “GO TO AIRPORT,” a similar mes-
sage should be programmed for the Secondary Language message 02.
Program new extension numbers for endpoints: The extension number for any end-
point can be changed by an Administrator. The new extension number cannot conflict
with an existing number.
•
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
Swap extensions: An extension number can be relocated (swapped) to another end-
point. To swap extensions, the two affected endpoints must meet the following criteria:
—
—
—
Both devices must reside on the same node as the Administrator performing the
swap.
Both devices must be the same type (i.e., both digital, both Inter-Tel Protocol
(ITP) mode, both SIP mode, or both single line phones).
Neither device can be the Administrator phone performing the swap.
The System-Wide Database Programming process is summarized in the flowchart shown on
If necessary, you can press
or the Speaker button to cancel programming and discard any
unsaved changes, at any time during the following procedure.
To program the system database:
If you want to change the Japanese DND or reminder message settings, make
NOTE sure your phone is set in Japanese mode. For an explanation of the Change
1.
2.
While on-hook, enter the Program Database feature code (9932, or 9132 in Europe).
If a password is required, the display shows ENTER PASSWORD. Use the dialpad to
#
enter your 1–8 digit password and press . If you enter an incorrect password, the dis-
play shows INVALID PASSWORD.
If a password is not required, skip this step.
3.
4.
The display shows ENTER DATABASE OPTION. Display phones show the options:
2
ENDPOINT, SYSTEM, and TRUNK. Press
or the SYSTEM menu button.
The display shows ENTER SYSTEM OPTION. Select one of the following:
a. Do-Not-Disturb Messages: This option allows you to program the DND messages
1
used by the endpoints. To select it, press
Then do the following:
or the DND MESSAGES menu button.
1.) The display shows SELECT DND MESSAGE #. Enter a message number or
scroll to the desired message. (To scroll to the correct message, press the Vol-
ume button or the SCROLL plus NEXT and PREVIOUS menu buttons.)
2.) When the display shows the desired DND message, enter the new message as
#
3.) Press
or ACCEPT to save the new message. The display shows DATA-
BASE UPDATED and then returns to the SELECT DND MESSAGE prompt.
(Or, to cancel your entry, press
UPDATE PERFORMED.)
or CANCEL. The display shows NO
4.) To program another message, scroll to the desired message and repeat these
steps.
#
5.) Press
again to exit to the ENTER SYSTEM OPTION prompt.
b. Password: This option allows you to set a password that limits access to the
2
Administrator programming feature. To select it, press
menu button. Then do the following:
or the PASSWORD
1.) The display shows CHANGE PASSWORD TO. Enter a password of up to
#
eight digits, then press
. (Or, to erase the password and leave it blank, just
#
press .)
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
2.) The display shows VERIFY PASSWORD. Enter the password exactly as you
#
did in the step above, followed by
. The display returns to the ENTER
SYSTEM OPTION prompt. (If you hear reorder tones and see an error mes-
sage, the passwords did not match and you must start over at the CHANGE
PASSWORD prompt.)
c. Reminder Messages: This option allows you to program the reminder messages
3
used by the endpoints. To select it, press
ton. Then do the following:
or the REMINDER MSGS menu but-
1.) The display shows SELECT REMINDER MSG #. Enter a message number or
scroll to the desired message. (To scroll to the message, press the Volume but-
ton or the SCROLL plus NEXT and PREVIOUS menu buttons.)
2.) When the display shows the desired message, enter the new message as
#
3.) Press
or ACCEPT to save the new message. The display shows DATA-
BASE UPDATED and then returns to the SELECT REMINDER MSG
prompt. (Or, to cancel your entry, press
NO UPDATE PERFORMED.)
or CANCEL. The display shows
4.) To program another message, scroll to the desired message and repeat these
steps.
#
5.) Press
again to exit to the ENTER SYSTEM OPTION prompt.
d. Station Extensions: This option allows you to assign new extension numbers to
4
stations/endpoints/phones. To select it, press
button.
or the STN EXTENSION menu
If programming a phone:
1
1.) Press
or CHANGE EXT. The display shows ENTER ENDPOINT EXTEN-
SION. Enter the extension number of the phone to be programmed using one
of the following methods. If you enter an invalid extension number, you hear
reorder tones and must try again.
Enter a complete number: Enter the extension number using your dialpad.
#
When a valid number is entered, the circuit information is displayed. Press
again to continue.
#
Enter a partial number: Enter a partial extension number, then press , the
high end of the Volume button, or the ACCEPT menu button. The display
shows the extension number, username, and circuit number of the phone that
#
most closely matches the partial extension number. Press
or ACCEPT to
program the displayed phone, or scroll to another phone as described on the
following page.
Scroll through the numbers: To scroll through the extension number list,
press the high end of the Volume button or the NEXT menu button to scroll
forward, or press the low end of the Volume button or the PREVIOUS menu
button to scroll backward. When the desired extension number is displayed,
#
press
or ACCEPT to continue.
2.) The display shows CHANGE X <number> TO EXTENSION. Enter the new
extension number for the phone. If you enter an invalid number, you hear
reorder tones and must try again. If you entered an extension number that is
already assigned, the display shows CONFLICTING EXTENSION and you
hear reorder tones. When the display returns to ENTER ENDPOINT EXTEN-
SION, you must start over and select a new extension number.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
#
3.) Press
or ACCEPT to exit to the ENTER ENDPOINT EXTENSION
prompt. The display shows UPDATING DATABASE for four seconds and
then DATABASE UPDATED. (Or, to cancel your entry, press
or CAN-
CEL. The display shows NO UPDATE PERFORMED.)
Although the system begins to update the database when you
#
press
or ACCEPT, it may take longer than the four-second dis-
NOTE
play to change the extension in the system, especially in a large or
busy system.
#
4.) Press
or ACCEPT again to exit to the ENTER SYSTEM OPTION prompt.
#
(If an extension number is displayed, press
to exit, instead of
or
ACCEPT.)
If swapping endpoints:
2
1.) Press
or SWAP EXTS. The display shows ENTER ENDPOINT EXTEN-
SION. Enter the first extension number to be swapped using one of the fol-
lowing methods. (If you enter an invalid extension number, you hear reorder
tones and must try again.)
Enter a complete number: Enter the extension number using your dialpad.
#
When a valid number is entered, the circuit information is displayed. Press
or ACCEPT to continue.
#
Enter a partial number: Enter a partial extension number, then press the
button, the high end of the Volume button, or the ACCEPT menu button. The
display shows the extension number, user name and circuit number of the end-
#
point that most closely matches the partial extension number. Press
or
ACCEPT to continue, or scroll to another endpoint as described below.
Scroll through the numbers: To scroll through the extension number list,
press the high end of the Volume button or the NEXT menu button to scroll for-
ward, or press the low end of the Volume button or the PREVIOUS menu but-
ton to scroll backward. When the desired extension number is displayed, press
#
or ACCEPT to continue.
If the feature times out while entering an extension number, the
displays shows INCOMPLETE EXTENSION.
NOTE
2.) The display shows SWAP (extension) WITH EXTENSION. Enter the second
extension number to be swapped using the same methods previously
described. The display shows DATABASE UPDATED.
If you cancel or terminate the feature without entering the second
extension number, the system discards any changes that have not
yet been saved, and the display shows NO UPDATE PER-
NOTE FORMED. If the entered extension is the Administrator phone per-
forming the swap, the same extension number as the target
endpoint, or the wrong device type, the display shows CONFLICT-
ING EXTENSION.
#
3.) When the display shows ENTER SYSTEM OPTION, press
again to exit
to the ENTER DATABASE OPTION prompt.
#
4.) When finished with all programming, press
while the ENTER DATA-
BASE OPTION prompt is displayed. This ends the programming session.
5.) If a system reset is required, the display shows ENTER SYS RESET
OPTION. Do one of the following:
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
1
— Delayed Reset: Press
or the DELAYED menu button to delay the reset. The
display shows DELAYED RESET SCHEDULED. The system will be reset at
the pre-programmed time.
2
— Immediate Reset: Press
or the IMMEDIATE menu button to reset the sys-
tem now.
NOTE A system reset will drop all calls in progress.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Figure 2. System Database Programming Flowchart
Enter Program Database
feature code 9932
ENTER DATABASE OPTION
Press 2 or SYSTEM menu button
ENTER SYSTEM OPTION
Press 4 or
STN EXTENSIONS
menu button
Press 2 or
PASSWORD
menu button
Press 1 or
DND MESSAGES
menu button
Press 3 or
REMINDER MSGS
menu button
Press 2 or
SWAP EXTS
menu button
Press 1 or
CHANGE EXT
menu button
SELECT
REMINDER MSG
CHANGE
PASSWORD
SELECT DND
MESSAGE
Enter message
number or select
message to program
by scrolling
Enter message
number or select
DND message to
program by scrolling
ENTER ENDPOINT
EXTENSION
ENTER ENDPOINT
EXTENSION
Enter 0-8 digit
password and
press #
Enter the extension
number of the first
endpoint to be swapped
and press #
Enter the extension
number of the end-
to be changed
point
(DND message)
SCROLL OR EDIT
(Reminder message)
SCROLL OR EDIT
VERIFY
PASSWORD
Enter the new
message using alpha
or numeric mode
and press #
SWAP (extension)
WITH EXTENSION
Enter the new
CHANGE (number)
SCROLL OR EDIT
Enter the new
password again
and press #
message using alpha
or numeric mode
and press #
Enter the new
extension number
for the endpoint
and press #
Enter the extension
number of the second
endpoint to be swappe
and press #
If desired, select
another message
to program
If desired, select
another message
to program
AT ANY LEVEL:
Press * or the Speaker button to cancel any un-
saved changes and back up to exit program-
ming.
Press # or ACCEPT to save changes and back
up one display level.
INFORMATION IN THIS CHART IS SHOWN
AS FOLLOWS:
YOUR INPUT
ENDPOINT DISPLAYS
Page 37
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Trunk Programming
The trunk information that can be programmed by an Administrator phone includes the follow-
ing:
Individual trunks:
•
Answer Supervision type: Answer Supervision determines whether the system should
consider a call valid when it receives polarity reversal from the central office or wait for
the Valid Call timer to expire. Any outside call put on hold becomes valid immediately,
regardless of Answer Supervision or Valid Call timer status. There are three options
available under Answer Supervision type:
—
Polarity Reversal: A loop reversal must be received to consider the call valid.
When the first loop reversal is received, the call is made valid immediately, and
the Inter-Tel phone display will begin call cost. When a second loop reversal is
received, the system will terminate the call.
If a second loop reversal is not received, the system will not terminate
NOTE the call unless the inside party hangs up or loss-of-loop is received
from the telephone company.
—
—
Valid Call Timer: After the Valid Call Timer expires, the call is validated. All
polarity reversals received before and after the Valid Call Timer are ignored.
Valid Call Timer with Polarity Reversal: If a loop reversal is received before
the Valid Call Timer expires, the call will be made valid immediately, and the
Inter-Tel phone display will begin call cost. When a second loop reversal is
received, the system will terminate the call. If a loop reversal is not received
before the Valid Call Timer expires, the call will be made valid by the timer. If a
loop reversal is received after the timer expires, the loop reversal is ignored, but
the call cost is reset. If a second loop reversal is then received, the system will ter-
minate the call.
If a second loop reversal is not received, the system will not terminate
NOTE the call unless the inside party hangs up or loss-of-loop is received
from the telephone company.
•
Caller ID: When selected, the Caller ID option indicates that the associated trunk will
provide caller identification signals. This capability can be programmed because of the
Advanced CO Interfaces feature that is included in your software license.
•
•
Hybrid balance: Hybrid balance can be set to Normal or Short to allow the installer to
adjust the hybrid impedance of the trunk based on local central office conditions.
Short: The short balance is used when trunks are supplied by other equipment located
within the same building, using private, copper wire termination (e.g., an OPX supplied
by another PBX that does not use the public network) or when the site is located close
to the central office.
•
•
•
Normal: The normal balance can be used by most trunks.
DTMF or dial pulse signaling: Trunks can be set for DTMF or dial pulse signals.
Trunk group assignment: Trunks can be assigned to trunk groups on an individual
basis.
•
Busy trunk: This feature allows you to temporarily remove a trunk from service. While
the trunk is out of service, it cannot be used for placing outgoing calls. However,
incoming calls on analog trunks will ring in and can be answered. Incoming calls on
ISDN trunks cannot be answered. The trunk will remain out of service until the Trunk
Busy Out timer expires or you place the trunk back in service.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Trunk groups:
•
•
•
•
Day/Night Answer Access: You can program separate lists for phones with allowed-
answer access in day and night modes.
Day/Night Ring-In: You can program separate lists of endpoints with ring-in for day
and night modes.
Change Toll Restrictions: You can program toll restriction classes of service for the
Trunk List: Each trunk group has a programmed list of individual trunks.
If necessary, at any time during the following procedure you can press the aster-
NOTE
isk ( ) or Speaker button to cancel programming and discard any unsaved
changes.
Entering extension numbers:
When the procedure asks you to enter an endpoint, trunk, or trunk group extension number,
you can use any of the following methods. (If you enter an invalid extension number, you hear
reorder tones and must try again.)
•
Enter a complete number: Enter the extension number using your dialpad. When the
#
circuit information is displayed, press
again to continue.
#
•
Enter a partial number: Enter a partial extension number then press
, the high end
#
of the Volume button, or the
menu button. The display shows the extension number,
username and circuit number of the endpoint, trunk, or trunk group that most closely
#
matches the partial extension number. Press
or ACCEPT to accept the displayed
extension, or scroll to another endpoint as described below.
•
Scroll through the numbers: To scroll through the extension number list, press the
high end of the Volume button or the NEXT menu button to scroll forward, or press the
low end of the Volume button or the PREVIOUS menu button to scroll backward. When
#
the desired extension number is displayed, press
or ACCEPT to continue.
To program trunk information:
1.
2.
While on-hook, enter the Program Database feature code (9932).
If a password is required, the display shows ENTER PASSWORD. Use the dialpad to
#
enter your 1–8 digit password and press
display shows INVALID PASSWORD.)
. (If you enter an incorrect password, the
If a password is not required, skip this step.
3.
4.
The display shows ENTER DATABASE OPTION. Six-line display phones also show
3
the following options: ENDPOINT, SYSTEM, and TRUNK. Press
menu button. The display shows ENTER TRUNK OPTION.
or the TRUNK
1
To Program an Individual Trunk: Press
or the INDIVIDUAL TRUNK menu button.
Then program trunk options as follows:
a. The display shows ENTER TRUNK EXTENSION. Enter the extension number of
b. The display shows INDIVIDUAL TRUNK OPTION. Enter one of the following
options. To view the last two options on a display phone, press the arrow (<< or
>>) menu button at the bottom of the display.
1
Answer Supervision: To program the answer supervision for the trunk, press
or
the ANS SUPERVISION menu button. When the display shows ANS SUPERVI-
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
1
SION OPTION, press
or the POLARITY REVERSE menu button for the polar-
2
ity-reversal supervision type. Or, press
or the VALID CALL menu button for
3
Valid Call timer supervision. Or, press
or the VALID + POLARITY menu button
#
for Valid Call timer with Polarity Reversal supervision. Then press
to continue.
or ACCEPT
2
Caller ID: To enable or disable Caller ID, press
or the CALLER ID menu but-
1
ton. When the display shows SET CALLER ID, press
or ON to enable the fea-
2
#
ture, or press
or OFF to disable it. Then press
or ACCEPT to continue.
3
Hybrid Balance: To set the hybrid balance of the trunk to normal or short, press
or the HYBRID BALANCE menu button. When the display shows HYBRID BAL-
1
2
ANCE OPTION, press
or the NORMAL menu button, or press
or the
#
SHORT menu button. Then press
or ACCEPT to continue.
DTMF/Dial-Pulse Signaling: To set the trunk for DTMF or dial-pulse signaling,
4
press
or the SIGNALING menu button. When the display shows ENTER SIG-
1
2
NALING OPTION, press
menu button. Then press
or the DTMF menu button, or press
or ACCEPT to continue.
or the PULSE
#
5
Trunk Group Number: To assign the trunk to a trunk group, press
or the TRUNK
GROUP menu button. When the display shows ENTER TRUNK GRP EXTEN-
SION, enter the desired trunk group number using one of the methods described on
6
Busy Trunk: To temporarily remove the trunk from service, press
or the BUSY
1
TRUNK menu button. When the display shows MARK TRUNK BUSY, press
2
#
or the ON menu button, or press
ACCEPT to continue.
or the OFF menu button. Then press
or
#
c. To exit, press
or ACCEPT to move backward through the prompts until you
reach the ENTER DATABASE OPTION prompt.
2
5.
To Program A Trunk Group: Press
or the TRUNK GROUP menu button. Then
program the trunk group, as follows:
a. The display shows ENTER TRUNK GRP EXTENSION. Enter the extension num-
ber of the trunk group to be programmed using one of the methods described on
b. The display shows ENTER TRUNK GROUP OPTION. Select one of the following
options. To view the last three options on a display phone, press the arrow (<< or
>>) menu button at the bottom of the display.
Answer Access For Day Or Night Mode: To program the endpoint(s) that will
1
have answer access for this trunk group for day mode, press
ACCESS DAY menu button. To program for night mode, press
or the ANS-
or the ANS-
2
ACCESS NIGHT menu button. When the display shows ENTER ENDPOINT
EXTENSION, perform the procedure described on the following page.
2.) The display shows the extension number and a Yes/No prompt. To include the
1
#
endpoint in the list, press
or the YES menu button, followed by
. Or, to
2
exclude the endpoint from the list, press
or the NO menu button, followed
#
by
.
3.) When the display returns to ENTER ENDPOINT EXTENSION, select
another extension number. Or, if finished programming the endpoint list, press
#
or ACCEPT to continue.
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Ring-In For Day Or Night Mode: To program the endpoint that will have ring in
3
for this trunk group for day mode, press
or the RING-IN DAY menu button. To
4
program for night mode, press
or the RING-IN NIGHT menu button. When the
display shows ENTER ENDPOINT EXTENSION, enter endpoints into the list one
at a time as described above for Answer Access.
5
Toll Restriction: To program the toll restrictions for the trunk group, press
or
the TOLL RESTRICTION menu button. When the display shows TOLL RESTRIC-
TION OPTION, press the numbers that correspond to the toll restrictions you want
to program, as follows:
1.) COS for day or night mode: To program the toll restriction class of service
1
for day mode, press
or the COS DAY menu button. To program class of
2
service for night mode, press
or the COS NIGHT menu button. The display
shows SET DAY (or NIGHT) COS XX. If this is not the COS you want to
program, scroll to the correct COS by pressing the high end of the Volume
button or the NEXT menu button to scroll forward, or press the low end of the
Volume button or the PREVIOUS menu button to scroll backward. The default
COS numbers are listed below. For definitions, refer to “Class of Service” on
page 158. COS 01 is not used for trunks. When the correct COS is displayed,
1
2
press
or the ON menu button to enable the toll restriction. Or, press
or
the OFF menu button to disable it. If desired, repeat this step to program addi-
#
tional COS toll restrictions. Then press
or ACCEPT to continue.
COS 02 – Deny Area/Office
COS 03 – Deny Operator
COS 04 – Deny Toll Access
COS 05 – Deny International
COS 06 – Deny Equal Access
COS 07 – Deny Local Calls
COS 08 – Denied Numbers
COS 09 – Allowed Numbers
3
2.) Exempt from ARS: To program the Exempt from ARS option, press
or
the EXEMPT FROM ARS button. When the display shows EXEMPT FROM
1
2
ARS, press
or the YES menu button to enable the option. Or, press
or
#
the NO menu button to disable it. Then press
or ACCEPT to continue.
3.) Subject to toll restriction: To program the trunk group Subject to Toll Restric-
4
tion option, press
or the SUBJECT TO TOLL menu button. When the dis-
1
play shows SUBJECT TO TOLL, press
or the YES menu button to enable
2
#
the option. Or, press
or the NO menu button to disable it. Then press
or ACCEPT to continue.
6
Trunk List: To program the list of trunks for the trunk group, press
or the
TRUNK LIST menu button. When the display shows ENTER TRUNK EXTEN-
SION, enter trunks into the list as follows:
1
2.) The display shows the extension number and a Yes/No prompt. Press
or
#
the YES menu button, followed by
, to include the trunk in the list. Or,
2
#
press
or the NO menu button, followed by
, to exclude the trunk from
the list.
3.) When the display returns to ENTER TRUNK EXTENSION, select another
#
extension number. Or, if finished programming the trunk list, press
or
ACCEPT to continue.
#
c. To exit, press
or ACCEPT to move backward through the prompts until you
reach the ENTER DATABASE OPTION prompt.
#
6.
When finished with all programming, press
while the ENTER DATABASE
OPTION prompt is displayed. This ends the programming session.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
7.
If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one
of the following:
1
•
Delayed Reset: Press
or the DELAYED menu button to delay the reset. The dis-
play shows DELAYED RESET SCHEDULED. The system will be reset at the pre-
programmed time.
2
•
Immediate Reset: Press
or the IMMEDIATE menu button to reset the system
now.
CAUTION
Possible interruption of calls in progress. When the system is Reset, all
calls in progress are dropped immediately.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Figure 3. Trunk Database Programming Flowchart
Enter Program Database
feature code 9932
ENTER DATABASE OPTION
Press 3 or TRUNK menu button
ENTER TRUNK OPTION
Press 2 or TRUNK GROUP
menu button
Press 1 or INDIVIDUAL TRUNK
menu button
ENTER TRUNK EXTENSION
ENTER TRUNK GRP EXTENSION
Enter desired trunk
extension number
SEE NEXT PAGE
INDIVIDUAL TRUNK OPTION
Press 1 or
ANS SUPERVISION OPTION
ANSWER SUPERVISION
menu button
Press 2 or VALID
CALL menu button
Press 3 or VALID +
POLARITY menu button
Press 1 or POLARITY
REVERSE menu button
Press 2 or
CALLER ID
menu button
SET CALLER ID
Press 2 or OFF
menu button
Press 1 or ON
menu button
Press 3 or
HYBRID BALANCE OPTION
HYBRID BALANCE
menu button
Press 2 or SHORT
menu button
Press 1 or NORMAL
menu button
AT ANY LEVEL:
Press 4 or
SIGNALING
menu button
Press * or the Speaker but-
ton to cancel any unsaved
changes and back up to
exit programming.
ENTER SIGNALING OPTION
Press 2 or PULSE
menu button
Press 1 or DTMF
menu button
Press # or ACCEPT to
save changes and back up
one display level.
Press 5 or
TRUNK GROUP
menu button
ENTER TRUNK GRP EXTENSION
Enter the trunk group number
MARK TRUNK BUSY
INFORMATION IN THIS
CHART IS SHOWN AS
FOLLOWS:
Press 6 or
TRUNK BUSY
menu button
YOUR INPUT
ENDPOINT DISPLAYS
Press 2 or OFF
menu button
Press 1 or ON
menu button
Page 43
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Administrator Procedures
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Trunk Database Programming Flowchart (Continued)
CONTINUED FROM PREVIOUS PAGE
Enter the number of the trunk group
to be programmed
TRUNK GROUP OPTION
Press 1 or
ENTER ENDPOINT EXTENSION
ANS ACCESS DAY
menu button
Press 2 or
ANS ACCESS NIGHT
menu button
Enter the desired extension number
Press 3 or
RING-IN DAY
menu button
(Extension number) YES/NO
Press 2 or NO
menu button
Press 1 or YES
menu button
Press 4 or
RING-IN NIGHT
menu button
Press 5 or
TOLL RESTRICTION
menu button
TOLL RESTRICTION OPTION
Press 1 or COS
DAY menu button
Press 3 or EXEMPT
FROM ARS menu button
Press 2 or COS
NIGHT menu button
Press 4 or SUBJECT
TO TOLL menu button
EXEMPT FROM ARS
SET DAY/NIGHT COS XX
SUBJECT TO TOLL
Press 2 or NO
menu button
Press 1 or YES
menu button
If necessary, select COS number
to program by scrolling
Press 2 or NO
menu button
Press 1 or YES
menu button
Press 2 or OFF
menu button
Press 1 or ON
menu button
Press 6 or
TRUNK LIST
menu button
ENTER TRUNK EXTENSION
Enter the desired trunk number
(Extension number) YES/NO
Press 2 or NO
menu button
Press 1 or YES
menu button
Page 44
Trunk Database Programming Flowchart (Continued)
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Programming System Speed Dial Numbers
System Speed Dial numbers and names can be programmed by the installer or at any Adminis-
trator phone. The System Speed Dial numbers can contain up to 48 digits each and can include
hookflashes and/or pauses for dialing a series of numbers. For example, the Speed Dial number
can contain an SCC local number, a pause, an access code, and the phone number. For using
PBX trunks, the other system’s trunk access codes, followed by a pause, may be included in
Speed Dial numbers. The lengths of the hookflash and the pause are determined by the pro-
grammable CO Hookflash and Pause Digit timers.
To program System Speed Dial numbers, use one of the following methods:
MUTE
•
•
•
Use the dialpad to manually dial the number. To backspace, press
.
REDIAL
Press
to enter the last number dialed or saved at the phone (up to 48 digits).
Press one of the Speed Dial buttons on the Inter-Tel phone to enter the outside phone
number (up to 16 digits) programmed under that button.
Speed dial names can contain up to 16 characters. To program Speed Dial names, dialpad but-
tons are used to enter the desired letters, numbers, and punctuation in English/Spanish, or Japa-
MSG
nese (Katakana). When programming Speed Dial names, you can press
or USE
ALPHA MODE/USE NUMERIC MODE menu button to switch back and forth between alphanu-
meric and numeric mode.
#
•
In numeric mode, the dialpad buttons are used to enter numbers 0–9, the pound (
)
button is used for entering a hyphen (-), and the asterisk ( ) button is used for entering
a colon (:). For example, 1 00 would enter “1:00” in numeric mode.
•
In alphanumeric mode, dialpad buttons are used to enter the desired letters, numbers,
and punctuation. The number of times a button is pressed determines which character is
entered. For example, 533266 would enter “JEAN.” When adjoining characters are
FWD
located under the same button, press
to advance to the next character. For
FWD
example, 66
6667776 would enter “NORM.” Refer to the following table to
program information in alphanumeric mode. (Note that letters correspond to the letters
printed on the dialpad buttons.) The Japanese characters are included in your standard
software license, and can be programmed as the Primary or Secondary Language.
Page 45
Programming System Speed Dial Numbers
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Administrator Procedures
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Use the following table to guide you as you program alphanumeric information.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
KATAKANA CHARACTERS*
ENGLISH/SPANISH CHARACTERS
1
2
3
4
5
6
7
8
9
0
-
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
’
1
2
3
4
5
6
7
8
9
0
A
I
U
KU
SU
TSU
NU
FU
MU
YO
RU
N
E
O
KO
SO
TO
NO
HO
MO
,
a
i
A
KA
SA
TA
KI
KE
SE
TE
NE
HE
ME
.
D
G
J
!
SHI
CHI
NI
u
*
e
L
O
R
V
Y
.
#
Ñ
S
?
Z
,
NA
HA
MA
YA
RA
WA
o
M
P
HI
tsu
ya
yu
yo
long
MI
T
YU
RI
W
@
RE
pa
RO
ba
WO
*The Japanese characters are only available if the Multilingual feature is enabled and Japanese
is installed as the secondary language.
To program or change System Speed Dial numbers and names:
MUTE
If you make a mistake, use the
button to backspace. Or, press
or CANCEL at any time to cancel the operation (the name and num-
ber in memory remains unchanged and the display shows FEATURE
CANCELED); then start over.
NOTE
1.
2.
While on-hook, enter the Program System Speed Dial feature code (9801). Display
phones show PROGRAM SYS SPD # (000–999).
Enter the Speed Dial location code (000–999). The display shows ENTER NAME:
<current name>. If you do not continue to the next step, the display times out after the
Long Inter-digit timer expires and you must start over.
3.
To change or program the name: Enter the desired name for the Speed Dial number
#
or ACCEPT. Refer to the
MUTE
chart on the previous page. If you make a mistake, use the
button to back up
and erase existing characters or the CLEAR button to erase the whole entry.
MUTE
To erase the current name and leave it blank: Press CLEAR or press
repeat-
#
edly until the name is erased. Then press
or ACCEPT.
#
To leave the name the same: Press
or ACCEPT.
4.
5.
When the display shows ENTER NUMBER, enter the number, up to 48 digits, to be
REDIAL
stored using the dialpad, one of the Speed Dial buttons, or the
button. If neces-
MUTE
sary, use the
button to back up and erase existing numbers. (Display phones
show the number as it is entered.) To include *, #, pause, or hookflash in the number,
press the Special button once for an asterisk (*), twice for a pound (#), three times for a
hookflash (F), or four times for a pause (P). Executive Display, Professional Display or
#
Model 8560 phone users can press the
,
, FLASH, or PAUSE menu buttons to
enter special characters. You cannot exceed 48 digits.
#
Press
or ACCEPT to save the number. You hear a single progress tone when the
number is accepted. Your display shows SYS SPD BIN #XXX UPDATED.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To erase System Speed Dial names or numbers:
1.
2.
3.
While on-hook, enter the Program System Speed Dial feature code (9801). Display
phones show PROGRAM SYS SPD # (000–999).
Enter the Speed Dial location code (000–999). The display shows ENTER NAME:
<current name>.
You may erase the name and/or number:
MUTE
To erase the name: Press
repeatedly until the name is erased or press CLEAR.
#
To erase the number: Press
or ACCEPT to display the ENTER NUMBER prompt,
MUTE
then press
repeatedly until the number is erased or press CLEAR.
#
4.
Press
or ACCEPT to exit. You hear a single progress tone when accepted. Your dis-
play shows SYS SPD BIN #XXX UPDATED.
Programming and Using Mini-DSS Buttons
Direct Station Select (DSS) buttons, located on a Mini-DSS unit or on an Inter-Tel phone, pro-
vide one-button access to extension numbers. If the button is equipped with a lamp, you can
visually monitor the status of the associated extension. Mini-DSS buttons are not available on
single line phones.
You can program a DSS button for an off-node device, but not for “wildcard” off-
node extensions.
NOTE
Together, the lamps in the buttons create a busy lamp field that indicates the status of the
resource (e.g., endpoint, trunk, hunt group, or feature) assigned to the buttons. The table shown
below explains what Mini-DSS lamps indicate about the associated resource.
Table 7: Mini-DSS Lamp Meanings
IF THE LAMP IS . . .
THEN . . .
Solidly Lit
The associated resource is busy or all phones in the associated hunt
group are unavailable in Do-Not-Disturb, busy, or with hunt group
remove enabled. Or, the associated feature is enabled.
Slow Flash
Fast Flash
The associated resource is in Do-Not-Disturb.
The associated resource has a call ringing in or a call is camped on
to the hunt group. This option is programmable. If DSS ring flash is
disabled, a call ringing in to a phone shows a solidly lit lamp.
Continuous
Flutter
The associated resource is causing an ENDPOINT OFF-HOOK sys-
tem alarm.
In Database Programming, Mini-DSS buttons may also be programmed for direct access to
other resources such as paging zones, or they can be assigned feature codes. Refer to “End-
status of the resource or feature.
Programming a Mini-DSS button as a resource does not always provide a trans-
NOTE fer capability. For example, a Mini-DSS button programmed for paging will not
transfer a party to the paging system.
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Programming Mini-DSS buttons:
3
9
7
1.
2.
With the handset in the cradle, dial
.
Press the Mini-DSS button and dial the desired extension number.
Once programmed, you can use your Mini-DSS button as follows:
•
You can place an intercom call to the extension that the button is programmed for by
pressing the button once.
•
You can transfer a call to the extension that the button is programmed for by pressing
the button once and hanging up. For transferred calls that are forwarded to Voice Mail
you will hear repeating double tones, and the display will show DEST FORWARDED
TO VOICE MAIL.
•
If the button has a lamp, you can visually monitor the status of the extension.
Placing an intercom call using Mini-DSS buttons:
1.
To use the handset: Lift the handset. The display shows ENTER EXTENSION NUM-
BER.
IC
To use the speakerphone: While on-hook, press the Speaker button or
. The
Speaker button lights. The display shows ENTER EXTENSION NUMBER.
2.
3.
If you want to place a private (nonhandsfree) call to an Inter-Tel phone, press the
#
pound ( ) button. The display shows RING EXTENSION NUMBER.
Press the desired button.
If calling an Inter-Tel phone with handsfree answering enabled, you are immediately
connected.
If placing a private call, calling a hunt group, calling a single line phone, or calling
an Inter-Tel phone with the Handsfree feature disabled, you hear repeating double
tones until the call is answered.
If the called OHVA-enabled phone is busy and your phone is enabled for immediate
OHVA transmit, do not hang up when calling a busy phone. Press the Mini-DSS button
again. If the phone’s secondary voice path is available, you are immediately connected
for an off-hook voice announce call and may speak.
Transferring calls to stations:
1.
While on a call, press the desired Mini-DSS button. The call is placed on transfer hold.
a. Transfer to a station that is forwarded to Voice Mail: You hear repeating double
tones and the display shows DEST FORWARDED TO VOICE MAIL.
b. Transfer to Voice Mail: The system waits for you to enter the mailbox number.
The display shows ENTER MAILBOX. Enter the desired mailbox number. If you
do not enter a mailbox number before you hang up, the caller will be connected
to the Voice Mail unit and must enter the mailbox number after listening to the
introductory prompts.
2.
3.
If desired, wait for an answer and announce the call. If you are calling a device that
does not accept handsfree calls (such as Automated Attendant location), the display
shows HANG UP TO FINISH TRANSFER.
You have the following options:
To complete the transfer: Hang up or press another Call button. The display shows
CALL TRANSFERRED TO <username>.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
To transfer the call to hold: Press the Hold button or press
vidual Hold feature code (336). The call will not ring or send call waiting signals until
the Hold timer expires.
and enter the Indi-
∞
To try another station: Press another Mini-DSS button.
IC
To return to the caller: Press the lit Call button, trunk button, or
button.
Reverse transferring (picking up a call ringing or holding at another extension):
EITHER, enter the Reverse Transfer feature code (4) and then press the DSS/BLF but-
ton of the station where the call is ringing.
OR, press the desired Mini-DSS button, and then press
Transfer feature code (4).
and enter the Reverse
∞
Managing System and Network Alarms
To allow one Administrator to monitor multiple nodes, the system provides both system alarms
and network-wide alarms.
System Alarms
The system’s Alarm Reporting feature detects equipment failures. If there is a system failure
that affects service, a major alarm is displayed at all affected phones.
When a minor equipment failure occurs, a minor alarm is generated and appears on the pri-
mary Attendant’s display and, if enabled, at Administrators’ phones. If enabled in the Message
Print programming, the alarm also appears in the error/message report.
Alarms 1–99 indicate problems that can be corrected without calling service personnel. Alarms
100–199 (telephone system) and 200–299 (voice processing system) require attention from ser-
vice personnel. Note that when a Voice Mail alarm is in effect, the telephone system may be
functioning properly, but the voice processing system may be inoperative.
Network Alarms
Each node has two flags which determine whether the node broadcasts or receives network-
wide alarms.
•
The Send Network Alarms flag determines whether a node will broadcast alarms that
occur on that node to the rest of the network.
•
The Receive Network Alarms flag determines whether the node will receive and dis-
play alarms sent by other nodes in the network.
To differentiate between network-wide and local alarms, network-wide alarms appear on
Administrator phones preceded by “NET ALARM,” and local system alarms are preceded with
“SYS ALARM.” Network-wide alarms will override system alarms on an Administrator’s
phone display.
On remote nodes, network-wide alarms will indicate the name of the node on which the alarm
occurred. The node name is obtained from the username.
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Managing System and Network Alarms
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To respond to a minor alarm from any alarm display phone:
1.
2.
When a minor alarm indication appears, write down the alarm information.
While on-hook, clear the alarm by entering the Clear System Alarm feature code (9850)
or the Clear Network Alarm feature code (9851). The display shows SYSTEM (or
NETWORK) ALARM CLEARED.
3.
Table 8: System Alarms
ALARM TEXT
DESCRIPTION AND ACTION REQUIRED
SYS ALARM #10
xNNNN OFF HOOK
A phone has remained off-hook and inactive past the expiration of
the Inactivity Alarm timer. The display and the SMDR indicate
which phone is off-hook. The lamps in the button for that phone on
Mini-DSS units and on the Speed Dial buttons of other phones
flutter continuously.
Locate the phone and replace the handset in the cradle. Calls
being transmitted over the secondary voice path are not affected or
interrupted by an off-hook alarm condition.
SYS ALARM #11
A user has dialed the Emergency Call feature code. The system
xNNNN EMERGENCY has seized a trunk and dialed the emergency phone number that
will bring responders to the location where the system chassis is
installed.
The default Emergency Call code for US systems is 911, and the
default code for UK systems is 999. Emergency dial sequences,
such as 112 for some European localities, can be programmed for
the location where the system chassis is installed. However, if an
appropriate emergency phone number is dialed from a remote
location to ensure response to that location, no alarm will appear
at the Administrator(s).
No action required, just clear the alarm. To facilitate emergency
services reaching the party in need, determine who made the
emergency call and where help is needed.
SYS ALARM #12
CHECK PRINTER
The printer is not functioning properly.
Check the cable and the power cord connections and that the
printer is supplied with paper and ribbon.
SYS ALARM #13
CHECK PRINTER
The printer is not functioning properly.
Check the cable and the power cord connections and that the
printer is supplied with paper and ribbon.
SYS ALARM #14
SET DATE/TIME
The system real-time clock has not been initialized or has been
corrupted.
SYS ALARM #15
The real-time clock chip is not operating.
CALL TECHNICIAN
Contact service personnel.
SYS ALARM #16
The system was unable to perform a scheduled delayed major
NO DELAYED MAJOR reset because the system was not idle.
If this alarm recurs, contact service personnel.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 8: System Alarms (Continued)
ALARM TEXT
DESCRIPTION AND ACTION REQUIRED (CONTINUED)
SYS MGR LINK ERR
<error string>
The certificate is not yet valid or the system is not connected to the
appropriate System Manager server.
Contact service personnel.
SYS ALARM #18
SYS MGR INV CERT
A corrupt certificate was uploaded or there was an error in writing
the file.
Contact service personnel.
SYS ALARM #20
CHECK PRINTER
The printer is not functioning properly.
Check that the cable and the power cord are connected, and that it
has paper and toner.
SYS ALARM #21
V-MAIL 80% FULL
The external voice mail disk space is 80% of full. If it reaches
100%, Voice Mail cannot accept any messages until disk space is
made available.
Contact service personnel.
SYS ALARM #22
V-MAIL 100% FULL
100% of the external voice mail disk space is in use. Voice mail
cannot accept any messages until disk space is made available.
Contact service personnel.
SYS ALARM #23
SMDR 80% FULL
The SMDR disk space on the external voice processing system is
80% of full. If it reaches 100% before the SMDR information is
cleared, no further SMDR recording will be possible.
Contact service personnel.
SYS ALARM #24
SMDR 100% FULL
100% of the SMDR disk space on the external voice processing
system is in use. No further SMDR recording is possible.
Contact service personnel.
SYS ALARM #32
INSUF BAND
The IP Network does not have enough bandwidth to support the IP
call that is currently connected to the extension. If this alarm is
generated frequently, it could indicate a network problem that
requires the attention of your network administrator.
Notify your network administrator. The affected device is not
behind a firewall or NAT.
To respond to a major alarm from any alarm display phone, take the following action:
Table 9: Priority of Alarms by Type
ALARM TEXT
DESCRIPTION AND ACTION REQUIRED
#100–199
#200–224
These alarms indicate that an equipment failure has occurred that
requires the attention of service personnel.
SYS ALARM #NNN
CALL TECHNICIAN
Contact service personnel.
Be prepared to provide all alarm information, as well as what was
taking place when the alarm occurred.
A major alarm message, MAJOR ALARM, appears on all display phones in the event of a sys-
tem-wide failure. If the major alarm appears on a group of endpoints, the associated Digital
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Administrator Procedures
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Endpoint Module (DEM-16) may have failed. The warning might also appear on a single
phone if the phon or its cabling are defective. Because they indicate that all or part of the sys-
tem is inoperative, major alarms require immediate attention from service personnel.
Clearing Alarms
An Administrator can clear a network-wide alarm on the local node only or on every node in
the network. To clear an alarm, you can use either the Administrator feature codes or the menu
buttons on your phone.
To use the feature codes to clear alarms:
Enter the appropriate feature code to clear the alarm. The clear alarms feature codes are as fol-
lows:
•
Clear Network Alarm (9851): This feature code clears network-wide alarms on every
node in the network, but will not affect system alarms. The Clear Network Alarm fea-
ture code may be entered on any node in the network, but the Send Network Alarms
flag must be set for you to clear alarms on other nodes in the network.
•
Clear System Alarm (9850): This feature code clears all local and network-wide sys-
tem alarm displays on your node.
After you enter the feature code, the display shows SYSTEM (or NETWORK) ALARM
CLEARED, and the highest priority alarm is cleared. If another alarm is active, the display
shows that alarm. Enter the feature code again to clear the next alarm in the queue (only one
alarm is cleared at a time). When all alarms are cleared next highest priority alarm is displayed.
To use menu buttons to clear alarms:
•
EITHER, Press CLEAR ALARM to clear the currently displayed alarm. The display
shows SYSTEM (or NETWORK) ALARM CLEARED, and the next highest priority
alarm is displayed. If there are no more alarms, the display shows the idle menu.
•
OR, Press CLEAR ALL ALARMS to clear all alarms. The display shows ALL
ALARMS CLEARED, and the idle menu is shown.
You can press IDLE MENU at any time to view the idle menu instead of the clear
alarm menu.
NOTE
Alarm Queue
The Alarm Queue feature prioritizes system and network alarms based on severity and allows
System Administrators to view and handle critical alarms before addressing minor alarms. You
can then clear the individual alarm, or clear all the alarms in the queue, up to 30. When clear-
ing alarms individually, the alarms are displayed in order of severity. When an extension has
dialed emergency services, the Emergency Alarm is the only priority 1 alarm. Other prioritized
alarms have a 2, 3, or 4 priority, based on the severity of the alarm.
Not all alarms have a number 1, 2, 3, or 4 priority. The numbered priority scheme is limited to
alarms that can cause a major or minor system reset. Those alarms in the Alarm Queue that
have a numbered priority (1–4) are displayed before the alarms that do not receive a numbered
priority. Alarms that do not have a numbered priority are prioritized in the queue by date and
time.
When alarms are generated:
•
The highest priority alarm is placed in the front of the queue, regardless of when lower
priority alarms are generated. For example, if A114 (priority 3) and A116 (priority 4)
are currently in the queue, but A119 (priority 2) is generated, A119 is placed first in the
queue.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
•
Alarms with the same priority level are placed in the queue based on the time the alarm
was generated. For example, if A010 (priority 3) is generated at 10:30 AM, and A012
(priority 3) is generated at 10:32 AM, A012 is placed in the queue after A010.
If the queue contains 30 alarms, the oldest, lowest priority alarm is overwritten with the
new alarm. For example, if the queue currently holds 30 alarms, 20 of which are prior-
ity 4, and a priority 3 alarm is generated, the oldest priority 4 alarm is overwritten.
Repetitive alarms such as A125, are placed in the queue only once. If the alarm is
regenerated, the alarm that is currently in the queue is overwritten with the new alarm
data (if applicable) and time. For example, A125 is overwritten each time it is regener-
ated, which is every 5 minutes. This prevents the queue from being filled with duplicate
alarms.
The queue holds up to 30 alarms, with priority, 1 (high) to 4 (low), given to those listed in the
following table.
ALARM #
A010
A011
A012
A013
A014
A015
A016
A017
A018
A020
A021
A022
A023
A024
A025
A026
A031
A032
A100
A101
A102
A103
A104
A105
A106
A107
PRIORITY
ALARM #
A108
A109
A110
A111
A112
A114
A115
A116
A117
A118
A119
A120
A121
A122
A123
A124
A125
A126
A127
A128
A200
A201
A202
A203
A204
PRIORITY
Low
Low
Critical
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Low
Med
Low
Low
Low
Med
Med
Med
Med
Med
Med
Low
Low
Low
High
Med
High
High
High
Med
High
Med
Med
Low
Low
Low
Low
High
High
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Alarm Queue
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Networked systems containing nodes running Inter-Tel Axxess v8.1 or earlier require special
attention because those nodes do not have the Alarm Queue feature.
In networks that include these early-version Axxess systems, a broadcast message is sent only
when the most recent network alarm is cleared. When the message is sent, that network alarm
is cleared on all nodes in the system. Once the alarm is cleared, Axxess v8.1 or earlier nodes
will not show any other alarms because they do not have a queue to store alarms.
Nodes that are running v8.2 and later, however, may still have additional alarms in the queue.
When this happens, each v8.2-and-later node must manually clear the other network alarms.
For example, imagine a three-node network with Node 1 running Axxess v8.0, Node 2 running
Axxess v9.0, and Node 3 running Inter-Tel 5000 v1.1. The following sequence of events could
possibly occur:
•
Node 1 generates two network alarms, one immediately after the other. However, Node
1 shows only the second alarm because it has no ability to queue alarms. Nodes 2 and 3
show both network alarms.
•
Node 1 clears the second alarm—the only one it can recognize—and a broadcast mes-
sage is sent to the other nodes. Node 1 now shows no alarms, but Nodes 2 and 3 still
show the first alarm.
•
•
Node 2 then clears the first alarm, but a broadcast message is NOT sent.
Now, Nodes 1 and 2 show no alarms, but Node 3 still has one in its alarm queue. This
alarm will stay in the queue until Node 3 clears it or until the alarm is overwritten as a
repetitive alarm.
Enabling/Disabling the Internal Modem
Inter-Tel CS-5200/5400 internal modem performs multiple functions. When enabled, the
modem is for Database Programming, Message Print, SMDR, and for uploading software
licenses.
If disabled, the modem and extension is placed into DND. In DND, the modem rejects all calls
and does not allow camp ons. Any outside calls that attempt to ring a disabled modem are
automatically transferred to the Primary Attendant.
To enable/disable a modem:
1.
While on-hook, enter the Modem Enable (9866) or Modem Disable (9867) feature
code. The display shows ENABLE (DISABLE) MODEM EXT #.
2.
Enter the extension of the modem to enable/disable it. The display shows MODEM
ENABLED (or DISABLED).
If an invalid modem extension is entered, the display shows INVALID MODEM
EXTENSION.
Resetting the Internal Modem
CAUTION
Possible data corruption. Do not reset the modem if it is connected to a Database
Programming session. If you do, the programming session is dropped, potentially corrupting
the database. For this reason, Inter-Tel recommends that you assign the modem extension
to a Speed Dial button.
The internal modem must be reset if it fails to answer an incoming call or is out of sync with
an external modem.
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Enabling/Disabling the Internal Modem
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To reset the internal modem:
NOTE During a reset, any call connected to the modem is dropped.
1.
2.
Enter the Modem Reset (9869) feature code. The display shows RESET MODEM
EXT#.
Enter the modem extension number. The display shows MODEM RESET.
If an invalid modem extension is entered, the display shows INVALID MODEM
EXTENSION.
Using the Network Group Diagnostics Feature
The Network Group Diagnostics feature allows an Administrator to verify that Network
Groups have been programmed correctly. When the Network Group Diagnostics feature code
is entered, the platform initiates pings from each Inter-Tel IP device and determines if the other
devices respond to the ping. If a device does not respond to the ping or if a firewall is detected,
the system issues a Message Print message. For details, refer to “System Error/Message Print”
Because this feature affects system performance, Inter-Tel recommends that you
NOTE
run the diagnostics program after normal business hours when the system is idle.
The Network Group Diagnostics feature works on Inter-Tel proprietary IP devices for the local
node only. It does not work across nodes.
To run the Network Group Diagnostics:
1.
2.
3.
While on-hook, enter the Diagnostics Mode feature code (9900, or 9100 in Europe) to
turn on diagnostics mode. The display shows DIAGNOSTICS ON.
Enter the Network Group Diagnostics feature code (by default, 9963, or 9163 in
Europe). The display shows NET GRP CHECK (YES = 1 NO = 2).
When prompted, press 1 or ACCEPT to start the diagnostics feature. The display shows
NET GROUP DIAG IN PROGRESS.
When the diagnostics is complete, the phone displays one of the following messages:
•
NET GROUP CHECK COMPLETED: Indicates that all IP devices within the Network
Groups are capable of communicating via P2P audio.
•
NET GROUP CHECK ERRORS FOUND: Indicates that either some of the IP devices
are offline or there are NATs/firewalls located between the devices. Check Message
Print to determine which errors occurred.
Seizing a Device
For troubleshooting purposes, the Seize Device feature code allows an Administrator to enable
diagnostics mode and then seize a specific trunk or extension by entering the module, circuit,
and device number.
The Seize Device is affected by trunk restriction. The Administrator’s phone must have outgo-
ing access permission for the trunk to seize it. Toll restriction is applied to any calls placed
after the trunk is seized.
To seize a device:
1.
While on-hook, enter the Diagnostics Mode feature code (9900, or 9100 in Europe) to
turn on diagnostics mode. The display shows DIAGNOSTICS ON.
2.
Press the Special button and enter the Seize Device feature code (9973, or 9173 in
Europe). The display shows ENTER MODULE.
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Using the Network Group Diagnostics Feature
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
3.
4.
Enter the module number where the device to be seized is located (if you enter a single
#
digit, press
after the digit to continue). (If you enter an invalid module number, the
display shows INVALID MODULE NUMBER.) Do not enter the Unit number (0). The
display shows ENTER PORT.
Enter the port (circuit) number of the device to be seized (if you enter a single digit,
#
press
after the digit to continue). Valid numbers depend on the type of module. (If
you enter an invalid module number, the display shows INVALID MODULE NUM-
BER.)
If there is only one device on the selected port, the selected device is seized as if the
user had directly entered the extension or trunk number.
If there is more than one device on the selected port, the display shows ENTER
DEVICE. Enter the number of the device to be seized. Valid numbers depend on the
type of devices installed. (If you enter an invalid device number, the display shows
INVALID DEVICE NUMBER.) When the device has been selected, it is seized as if
the user had directly entered the extension or trunk access number.
5.
Enter the Diagnostics Mode feature code (9900, or 9100 in Europe) to turn off diagnos-
tics mode. The display shows DIAGNOSTICS OFF.
Freezing/Unfreezing the System History
When certain system failures occur, service personnel might request a “system history freeze.”
This allows them access to the system database so that they can analyze system activity for the
time period preceding the alarm.
To freeze or unfreeze system history:
NOTE Do not perform this procedure unless directed to do so by service personnel.
1.
2.
While on-hook, enter the Diagnostics Mode feature code (9900/9100) to turn on diag-
nostics mode. The display shows DIAGNOSTICS ON.
Enter the Freeze System History feature code (9993, or 9193 in Europe) or Unfreeze
System History feature code (9998, or 9198 in Eruope). The display shows HISTORY
FROZEN (or UNFROZEN). If you attempt changing the state of the system history to
its current status, the display shows HISTORY ALREADY FROZEN (or UNFRO-
ZEN).
3.
Enter the Diagnostics Mode feature code (9900/9100) to turn off diagnostics mode. The
display shows DIAGNOSTICS OFF.
Freezing/Unfreezing the Network History
Administrators can freeze or unfreeze the fault history for any node in the network. Service
personnel can then pull the information from each node for troubleshooting purposes. Nodes
are assigned to freeze zones by the database programmer to allow selective freezes. You must
know which zone to freeze/unfreeze and then enter the freeze feature code followed by the
zone number.
A node can be in more than one freeze zone. If you freeze a zone that contains a node that is
already frozen, the display will show “SOME NODES ALREADY FROZEN” and the node
will remain frozen. If you unfreeze a zone with unfrozen nodes in it, the display shows “SOME
NODES ALREADY UNFROZEN.” To determine the individual freeze status of the nodes,
check the message print output.
NOTE Do not perform this procedure unless directed to do so by service personnel.
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To freeze or unfreeze network history:
1.
While on-hook, enter the Diagnostics Mode feature code (9900/9100) to turn on diag-
nostics mode. The display shows DIAGNOSTICS ON.
2.
Enter the Network Freeze Zone System Histories feature code (9939/9139) or Network
Unfreeze Zone System Histories feature code (9989/9189). Display shows SELECT
FRZ ZONE (0–9) #.
3.
4.
Enter the number of the zone you want to freeze or unfreeze. The display shows
FREEZE ZONE XX IS FROZEN (or UNFROZEN). If you attempt change the state of
the system history to its current status, the display shows FREEZE ZONE XX
ALREADY FROZEN (or UNFROZEN).
Enter the Diagnostics Mode feature code (9900/9100) to turn off diagnostics mode. The
display shows DIAGNOSTICS OFF.
Voice Mail Administrator Procedures
If your phone has been programmed as the Voice Mail Administrator, you can use special fea-
tures that are not provided to other voice mailbox owners. The Voice Mail Administrator mail-
box has all the end-user mailbox features, plus the ability to do the following:
•
•
•
Record a broadcast message
Perform mailbox and group list maintenance
Create and select custom audiotex recordings (voice mail company greetings, auto
attendant recordings, call routing announcements, and hunt group overflow and
announcement station recordings)
•
•
Import fax documents
Customize or reinstate voice mail prompts
If ASR is enabled for your mailbox, you have the option of issuing a spo-
ken command or pressing a dialpad button. For ASR guidelines, refer to
NOTE
To begin using the Voice Mail Administrator’s mailbox you will need to first initialize the
mailbox.
To initialize the Voice Mail Administrator’s mailbox:
1.
2.
3.
4.
5.
Dial the voice mail access number.
Say “Login” or press
to identify yourself as a subscriber.
Say or enter the Voice Mail Administrator’s mailbox number.
Enter your default password (mailbox number) and then press
#
.
If you want a password, enter a new password using digits 0–9 (up to 12 digits), and
#
then press
when you are done. The messaging system plays back your password.
#
If you do not want to use a password, just say “Skip” or press
.
To provide system security, all mailboxes and extension IDs should have
a password. To make the passwords difficult to guess, they should not
NOTE match the mailbox number or consist of one digit repeated several times.
This is especially important for the Voice Mail Administrator's mailbox,
which allows programming access to other mailboxes.
6.
7.
Say “Accept” or press to accept the entry or say “Erase” or press to erase and re-enter
your password. The system prompts you to record your directory name.
After the tone, record your first and last names.
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8.
When prompted, do one of the following:
#
•
Say “Accept” or press
Say “Replay” or press
Say “Append” or press
again to accept the name.
1
•
•
•
to replay the name you just recorded.
to add to your name.
2
3
Say “Re-record” or press
to erase and re-record your name.
Once you have initialized your mailbox, you can access it and the Voice Mail Administrator’s
menu as indicated below.
To access the Voice Mail Administrator’s mailbox and menu:
1.
2.
3.
4.
5.
Dial the voice mail access number.
Say “Login” or press
to identify yourself as a subscriber.
Say or enter the Voice Mail Administrator’s mailbox number.
#
Enter the password and then press
.
9
Say “Nine” or press
given for entering the
to reach the Voice Mail Administrator menu. No prompt is
9
.
Recording a Broadcast Messages
You have the ability to make a single recorded message and send it to all Standard and
Receive-Only mailboxes. Extension IDs do not receive Broadcast Messages.
To record a broadcast message:
1.
2.
3.
Access the Voice Mail Administrator’s mailbox and menu.
1
Say “Broadcast Message” or press
Record the message.
to send a broadcast message.
If you exceed the maximum allotted time for message length, a prompt will notify you
and allow you to re-record the message or send it.
If voice mail is full, a message will notify you that it cannot accept the message. Hang
up and try again later.
#
4.
When you have completed the message, press
for the following options:
1
•
Say “Replay” or press
Say “Append” or press
to replay the message.
2
•
•
•
to add to the message.
3
Say “Erase” or press
Say “Accept” or press
to erase and re-record the message.
#
to accept the message.
You must use the Accept option for the message to be sent. When
you hang up, the message is canceled.
NOTE
Maintaining Mailboxes and Group Lists
Voice Mail Administrator Capabilities
Using the Voice Mail Administrator’s mailbox, you may provide basic voice mailbox and
group list maintenance. You do not need to know the password of a particular mailbox to per-
form maintenance on it.
Mailbox and group list maintenance includes the ability to:
•
•
Record the name of a standard mailbox user, extension ID user, or Group List
Record a primary and alternate mailbox greeting
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•
Set additional personal options for a mailbox
To provide system security, all mailboxes and extension IDs should have a
password. To make the passwords difficult to guess, they should not match
NOTES the mailbox number or consist of one digit repeated several times. This is
especially important for the Voice Mail Administrator's mailbox, which
allows programming access to other mailboxes
Mailbox and Extension ID Personal Options
Voice Mail mailboxes provide personal options that allow the user to customize messaging
functions. However, before personal mailbox options can be changed, the mailbox must be ini-
tialized by the user. For programming instructions to change personal options, refer to the
Each subscriber’s mailbox has the following personal options:
•
Greetings: A primary or alternate greeting is played when callers reach a user’s mail-
box. Users can change a primary greeting at any time to reflect a change in status and/or
record and enable an alternate greeting. If you and the user elect not to record a per-
sonal greeting, the default system greeting is used.
The system has a database option called “Play Recording Instructions”
that affects mailbox greetings. If this option is enabled, the “leave a mes-
sage after the beep” system prompt plays following the primary or alter-
nate greeting. If disabled, no prompt is played and the beep preceding
NOTE
recording occurs immediately after the primary or alternate greeting ends.
The Play Recording Instructions flag is enabled by default.
•
•
Directory Name: A recorded name is used to identify each mailbox in the directory
and to verify the mailbox number when messages are addressed by non-subscribers and
other subscribers. Although the name is recorded when a user first sets up the mailbox,
you can change it at any time.
Password: Passwords prevent unauthorized access to a mailbox. Although the mailbox
user creates a personal password when they first set up the mailbox, you can change it
at any time.
To provide system security, all mailboxes and extension IDs should have
a password. To make the passwords difficult to guess, they should not
match the mailbox number or consist of one digit repeated several times.
NOTE
You should recommend to all users that they set a password.
•
•
Message Envelope Options: Each message is preceded by an “envelope” that can
include the time and date the message was left, the source of the message, and addi-
tional information that is associated with the media type. Voice mail messages have a
length envelope option, e-mail messages have a subject option, and faxes have a pages
option. By default, all envelope options are enabled for each type of message.
Remote Messaging: Remote Messaging is available for voice mail messages only and
is enabled in DB Programming on a per-mailbox basis. Using Remote Messaging, the
user can program voice mail to call the mailbox owner when a new message arrives.
Using a “cascade”—a series of up to nine telephone numbers, Voice Mail calls each
number until it successfully connects to a device such as a pager, answering machine,
etc. If for some reason Voice Mail is not able to use remote notification, the mailbox
receiveS a message stating that notification could not be completed. For more informa-
tion about Remote Messaging options, refer to the applicable Inter-Tel phone user
guide.
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•
•
Fax Destination Number: If an endpoint is programmed to receive incoming faxes, the
user can program the fax destination number that will receive the faxes that are sent to
the mailbox.
Message Search Order: This option allows the user to determine how to retrieve saved
or new messages based on the date and time they were received. The message search
order can be the earliest-received messages first (First In/First Out), or the latest-
received messages first (Last In/First Out).
•
Transfer Method: The Transfer Method personal option determines how the system
will handle incoming calls that Enterprise Messaging (EM) may execute. For example,
calls may be transferred to a mailbox or Extension ID by voice mail reply, a Call Rout-
ing Application, Automated Attendant, operator transfer, etc. Transfer Method options
include Unannounced, Announce-Only, and Screened. For usage instructions, refer to
Change Procedures for Mailbox Personal Options
The Voice Mail Administrator can change personal options for individual mailboxes or for the
entire Voice Mail system, as described in the following procedures.
To record or change a personal greeting:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
4.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
Menu.
1
Say “Greeting” or press
lowing options:
to record/change the personal greeting. You have the fol-
1
•
Say “Primary” or press
Say “Alternate” or press
Say “System” or press
to record and/or enable the primary greeting.
2
•
•
to record and/or enable the alternate greeting.
3
to enable the system default mailbox greeting.
5.
If you selected the system greeting option, continue to the next step.
If you selected the primary or alternate greeting option, record the greeting when
#
prompted, then press
.
If you already have a primary or alternate greeting, it is played when you select pri-
mary or alternate.
You can then do one of the following:
#
•
•
•
•
•
Say “Accept” or press
Say “Replay” or press
Say “Append” or press
to accept the greeting.
to replay the greeting.
to add to the greeting. Press
1
2
#
when you are done.
3
Say “Erase” or press
Say “Cancel” or press
to erase and re-record the greeting.
to exit without changing the greeting.
6.
Hang up or press
to return to the previous menu.
To change the recorded directory name for a mailbox:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
Menu.
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2
4.
5.
Say “Name” or press . The recorded name is played. You have the following options:
#
•
•
•
•
Say “Accept” or press
Say “Replay” or press
Say “Append” or press
to accept the recorded name.
to replay the recorded name.
to add to the name.
1
2
3
Say “Erase” or press
to erase and re-record the name.
Hang up or press
to return to the previous menu.
To change a password:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
Menu.
3
4.
5.
Say “Password” or press
.
If you want a password, enter a new password using digits 0–9 (up to 12 digits) and
#
press
when you are done.Voice mail plays back the password.
#
If you do not want to use a password, say “Skip” or press
. Voice mail announces
that you have chosen not to have a password.
#
6.
7.
Say “Accept” or press
3
to accept the password as entered, or say “Re-enter” or press
to erase and re-enter the password.
Hang up or press
to return to the previous menu.
To change and save a Message Envelope:
1.
2.
3.
Access the Voice Mail AdministratorVoice Mail Administrator’s mailbox and menu.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
Menu.
4
4.
5.
Say “Envelope” or press
to select the Message Envelope Options Menu.
Select the media type you would like to change:
1
•
•
•
Say “Voice Mail” or press.
.
2
Say “E-mail or press
.
3
Say “Facsimile” or press
.
6.
You can then do any of the following:
1
•
Say “Time/Date” or press
to enable or disable the time/date option.
2
•
•
Say “Source” or press
to enable or disable the message source option.
3
For voice mail, say “Length” or press
to enable or disable the message length
option.
3
•
•
•
For e-mail, say “Subject” or press
to enable or disable the subject option.
3
For faxes, say “Pages” or press
to enable or disable the pages option.
4
Say “All Options” or press
Options Menu.
to enable all options and return to the Personal
5
•
Say “None” or press
Options Menu.
to disable the entire envelope and return to the Personal
NOTE This option is not available for fax messages.
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7.
Hang up or press
to return to the previous menu.
To set up Remote Messaging, if enabled in DB Programming:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
4.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
menu.
5
Say “Remote” or press . You have the following options:
1
•
•
Say “Primary” or press
to set up a primary cascade.
to set up an alternate cascade.
2
Say “Alternate” or press
1
5.
Say “Level” or press
and say or enter the number (1–9) of the level you want to pro-
gram. You then have the following options:
•
To set up or change an extension, outside, or pager number:
2
–
–
Say “Number” or press
.
1
EITHER, say “Internal” or press
for an extension number.
2
OR, say “Outside” or press
for an outside number.
–
Say or enter the number.
•
To set up or change pager notification:
1
–
–
Say “Pager” or press
.
2
Say “Personal” or press
.
1
Say “Change” or press
to enable or disable the number.
2
6.
Say “Time” or press
. Then say or enter the time you want the message notification
to start and stop. Enter or say the times with two digits for the hour and two digits for
the minutes (e.g., 0900 = 9:00). If entering the time in 12-hour format:
1
•
•
Say “AM” or press
Say “PM” or press
for a.m.
for p.m.
2
For 24-hour notification, set the starting and ending times to be the
same.
NOTE
3
7.
Say “Days” or press . Then select one of the following:
1
•
•
•
Say “Weekdays” or press
for Monday-Friday.
2
Say “Days” or press
for all days.
3
Say “Day” or press
to select individual days. You are prompted to say or press
digits 1–7 which correspond to the days Sunday through Saturday.
4
8.
9.
Say “Category” or press . You have the following options:
1
•
•
Say “All Messages” or press
for all messages.
2
Say “Priority” or press
for priority messages only.
#
Hang up or press
to save the settings and exit.
To change the Transfer Method, if enabled in DB Programming:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
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3.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
menu.
9
4.
5.
Say “More” or press
for More Options.
5
Say “Transfer” or press
. The system tells you what the current transfer method is.
You can then select the desired transfer method, as follows:
1
•
Say “Unannounced” or press
to select unannounced transfers.
2
•
•
•
Say “Screened” or press
to select screened transfers.
3
Say “Announce” or press
to select announce only transfers.
Say “Cancel” or press
changes.
to return to the Personal Options Menu without making
6.
Hang up or press
to return to the previous menu.
To change a fax destination number:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
menu.
9
4.
5.
6.
7.
Say “More” or press
for More Options.
1
Say “Number” or press
.
Say or enter the number of the fax destination.
#
EITHER, say “Accept” or press
when you are done.
3
OR, say “Re-enter” and press
to erase and re-enter the number.
8.
Hang up or press to return to the previous menu.
To change the message search order:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options
menu.
9
4.
5.
6.
Say “More” or press
Say “Order” or press
for More Options.
2
for the Message Search Order.
Select one of the following options:
1
•
Say “New” or press
to change the search order for new messages.
•
Say “Saved” or press 2 to change the search order for saved messages.
7.
Your current message search order is played. Select one of the following options:
1
•
•
•
Say “First In” or press
First Out).
to retrieve the earliest-received messages first (First In/
to retrieve the latest-received messages first (Last In/
to return to the Personal Options Menu without making
2
Say “Last In” or press
First Out).
Say “Cancel” or press
changes.
8.
Hang up or press
to return to the previous menu.
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Changing A Group List Name
A Group List is a collection of mailboxes that is programmed in DB Programming. Subscribers
can use Group Lists to send messages to several mailboxes simultaneously. With the Voice
Mail Administrator mailbox, you can record a name for the Group Lists that have been pro-
grammed in the system. However, before you can record a Group List name, you need to know
the Group List number assigned to the list. Group List names are used for verification purposes
only.
To record a group list name:
1.
2.
2
Say “Mailbox Maintenance” or press
option.
to access the Mailbox/Group List Maintenance
3.
4.
Say or enter the Group List number to be accessed. The current name is played.
#
After the tone, record the name for the selected list, and then press
following options:
. You have the
#
•
•
•
Say “Accept” or press
Say “Replay” or press
Say “Erase” or press
to accept the name.
1
to replay the name you just recorded.
to erase and re-record the name.
3
5.
Hang up or press
to return to the previous menu.
Importing Fax Documents
If your voice mail system has fax enabled, you can use the Voice Mail Administrator’s mailbox
to import fax documents. Imported documents can then be requested by callers who use a Call
Routing Announcement application programmed to provide the Fax-On-Demand service.
It is recommended that you re-record system prompt number 672 (refer to
page 344) to let callers requesting faxes know what the valid time window is for
fax requests, and when they should expect the fax to be delivered if their request
NOTE
falls outside of the valid time window.
To import a fax document:
1.
2.
3.
Using a fax machine, after you obtain dial tone, dial the voice mail access number.
4
Say “import fax” or press
to select the Import Fax option. (If the system does not
have a fax license, this option is not accepted.) The system may prompt you with one of
the following messages. If not, continue to the next step.
All system fax ports are busy: Hang up and try again later.
The system already contains the maximum number of fax documents allowed: Until
one or more fax documents are deleted from the system, there is no room for additional
documents.
The system does not have enough disk space to import any more documents: Until
one or more fax documents are deleted from the system, there is no room for additional
documents.
The system currently is at or above the Maximum Fax Library Size: Until one or more
fax documents are deleted from the system, there is no room for additional documents.
By default, the Maximum Fax Library Size field is set to 0 in DB Programming.
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4.
When prompted, say or enter the fax document number. One of the following occurs
when you enter the number:
If the document number does not already exist, the system asks you to verify the num-
#
ber. Say “Yes” or press
if the number is correct and go to the next step. Or, say “Re-
3
enter” or press
if you want to re-renter the number.
If the document number already exists, the system asks if you want to replace it. Say
#
“Yes” or press
if you want to replace the document and go to the next step. Or, say
3
“Re-enter” or press
if you want to re-enter the number.
If you did not enter a valid number, you are prompted to enter a new number.
5.
When prompted, press the Start button on the fax machine. One of the following may
occur:
If the system cannot communicate with your fax machine, check that it is working prop-
#
erly and say “Continue” or press
If the system runs out of disk space while importing the document or if the document
will cause the system to exceed the Maximum Fax Library Size, you cannot import this
document until one or more fax documents have been deleted from the system to create
#
disk space. Say “Cancel” or press
6.
When the fax transmission is complete, the system tells you that the document was
#
received. Say “Continue” or press
to continue importing documents, or hang up.
Creating Audiotex Recordings
Using voice mail, you can create and select up to 500 custom audiotex recordings including
voice mail company greetings, auto attendant greetings, call routing announcements, and hunt
group announcement/overflow recordings. Depending on how your system is programmed and
how the recordings will be used, you may need to record an ASR and a non-ASR version when
you customize a recording.
Each recording has a designated number. Numbers are then assigned to specific applications
using the Voice Mail Administrator’s mailbox or through DB Programming. Any recording
number (001–500) can be assigned to any voice processing system application. By default,
recording #001 is the default system voice mail main greeting, and recording #002 is the Auto-
mated Attendant main greeting. A single recording may be used for multiple applications. The
default audiotex recordings can be changed, but if the voice processing system database is
defaulted, the system recordings will be restored.
After making the required recordings, you must determine which recordings will play during
the telephone system’s day and night modes of operation. Programming day and night modes
for audiotex recordings can be done from either the Voice Mail Administrator’s mailbox or
through DB Programming.
When customizing audiotex recordings, you must enter a valid three-digit recording number, or
#
a single digit followed by
for recordings 1–9. If a valid number has been entered and a pre-
vious recording exists, the voice processing system will play it. This includes the two standard
default greetings. When no recording is associated with a recording number, you are prompted
to create a recording.
Once the recording has been made, the new recording replaces any previous recording. The
only recordings that can be retrieved are system default recordings #001 and #002. They can
be retrieved by defaulting the voice processing system database. The maximum recording time
for each custom audiotex recording is determined in DB Programming.
In DB Programming, link several greetings together for one application and/or use the special
UCD/ACD hunt group characters that tell the caller how many calls are ahead and how long
the wait will be. If you use the Voice Mail Administrator’s mailbox to record or assign a
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recording to an application with a list of several recordings, your input will change only the
first entry in the list. You cannot change the other entries using the Voice Mail Administrator’s
mailbox.
The custom audiotex program planning sheet is designed to help you plan and
NOTE
To make or change a custom audiotex recording:
1.
2.
3.
4.
5.
3
Say “Options” or press
Say “Custom” or press
for recording options.
to make a recording.
1
When prompted, say or enter the desired recording number (001–500).
If no recording exists, go to the next step.
If a standard (non-ASR) recording already exists, it is played. You have the following
options:
1
•
•
•
Say “Standard” or press
to record a standard (non-ASR) greeting.
2
Say “Copy” or press
to copy the standard (non-ASR) greeting.
3
Say “Speech Recognition” or press
to record an ASR greeting.
#
6.
When prompted, record the greeting or message, and then press
recording, you can:
. While you are
2
#
•
•
Press
Press
to pause while recording. (Say “Continue” or press
to erase and re-record your message.
to continue.)
3
If you exceed the maximum allotted time for recording length, a prompt will notify you
and allow you to re-record or save the recording.
If the voice processing system PC disk is full, a prompt will notify you that it cannot
accept the recording. Hang up and try again later.
7.
When finished recording, select one of the following options:
1
•
•
•
•
Say “Replay” or press
Say “Append” or press
to replay the message.
to add to the message.
2
3
Say “Erase” or press
Say “Accept” or press
to erase and re-record the message.
to accept.
#
8.
9.
To create an ASR recording, choose one of the following options:
2
•
•
Say “Copy” or press
to copy the standard (non-ASR) greeting.
3
Say “Speech Recognition” or press
to record an ASR greeting.
When finished, select one of the following options:
1
•
•
•
•
Say “Replay” or press
Say “Append” or press
to replay the message.
to add to the message.
2
3
Say “Erase” or press
Say “Accept” or press
to erase and re-record the message.
to accept.
#
To assign custom audiotex recordings to specific application extension numbers:
1.
2.
3.
3
Say “Options” or press
for recording options.
2
Say “Select” or press
to select a recording.
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Administrator Procedures
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
4.
5.
When prompted, say or enter the extension number of the application to be pro-
grammed. (For example, if users dial 2000 to reach voice mail, enter 2000 to assign the
voice mail greeting.)
Select the mode for the recording:
1
•
•
•
Say “Day” or press
Say “Night” or press
Say “Cancel” or press
for day mode.
2
for night mode.
to return to the previous step.
6.
Say or enter the desired recording number (001-500). If a recording already exists, it is
played. You have the following options:
#
•
•
Say “Yes” or press
Say “No” or press
to accept the recording.
to go back to step 4
If no recording exists, the system informs you, but assigns the record-
NOTE ing number to the application. For instructions on how to make a cus-
7.
Hang up or press
to return to the previous menu.
Recording Custom Voice Mail Prompts
The voice mail prompts consist of two sets of prerecorded options and instructions. One set of
prompts is for applications and mailboxes that have Automatic Speech Recognition (ASR)
enabled. The other set is for applications and mailboxes that do not use ASR. The prompts that
use ASR give the caller the option to issue a spoken command or press a dialpad digit to com-
plete a task. The prompts that do not use ASR prompt the caller to press a dialpad digit only.
Most of the prerecorded voice mail prompts can be customized, using the Voice Mail Adminis-
trator’s mailbox. For prompts that cannot be replaced, you will hear a message informing you
of the status. To keep the system prompts consistent, when you customize the non-ASR ver-
sion of a prompt, you should customize the ASR version also, if one exists.
If the Multilingual feature is enabled, you can change either the Primary or Secondary Lan-
guage prompts. To change primary language prompts, the phone must be in the primary lan-
guage mode, likewise for secondary language prompts.
If you change the text of the prompts, keep the content similar to the default text.
NOTES Otherwise, the prompts will not make sense to the listeners when played by
voice mail.
You must record custom recordings using the Voice Mail Administrator phone’s
handset. EM v1.0 does not support importing .wav files to use as custom record-
ings.
To record custom system prompts (or restore system prompts):
1.
2.
3.
6
Say “Replacement” or press
to select the System Prompt Replacement option.
Say or enter the desired prompt number (001-907).
If the number is not valid, you hear an error message and must choose another prompt
number.
4.
If the prompt is available in standard format only, go to the next step.
If the prompt is available in two formats, select one of the following:
1
•
Say “Standard” or press
to record a standard (non-ASR) prompt.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
3
•
Say “Speech Recognition” or press
to record an ASR prompt.
5.
The current prompt is played. You have the following options:
1
•
•
Say “Replay” or press
to replay the prompt.
3
Say “Replace” or press
to replace the system prompt with a custom prompt.
#
Record the prompt and then press
.
9
•
•
Say “System” or press
Say “Cancel” or press
to reinstate the system prompt.
to leave the prompt unchanged.
If the voice processing system PC disk is full, a prompt will notify you that it cannot
accept the recording. Hang up and try again later.
If the newly created prompt is to be available in two formats, repeat step 5 to record the
other format.
6.
When finished recording, you have the following options:
1
•
•
•
•
Say “Replay” or press
Say “Append” or press
to replay the recording.
to add to the message.
2
3
Say “Erase” or press
Say “Accept” or press
to erase and re-record the message.
to accept.
#
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Administrator Procedures
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Administrator Programming Planning Sheets
The following program planning sheets are designed to help you plan your site’s system and
voice mail programming.
Custom Audiotex Recordings
If you customize Audiotex recordings, use the table below to make note of the text. For further instructions, refer to
“Creating Audiotex Recordings” on page 65. Depending on which voice processing system your site uses, how your
system is programmed, and how the recordings are used, an ASR version, as well as a non-ASR version, may be
needed.
RECORDING #
Example
TEXT
WHERE USED (EXT #)
Thank you for calling XYZ Company. All of our representatives are Ext.2011 (Hunt Group
busy right now. Please hold. Overflow Station)
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Administrator Procedures
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Endpoint Programming
Administrator Database Programming Password: ___________________________
Endpoint Information
For each station to be programmed, record the following information.
Endpoint Extension #:
Administrator endpoint?
Attendant endpoint?
House Phone?
Yes or No
Yes or No
Yes or No
This endpoint’s attendant:
Username:
Toll restriction classes of service:
Do-Not-Disturb Messages
DEFAULT DND MESSAGE
PRIMARY LANGUAGE
DND MESSAGE
SECONDARY LANGUAGE
DND MESSAGE
MESSAGE 01 (DO-NOT-DISTURB)
MESSAGE 02 (LEAVE A MESSAGE)
MESSAGE 03 (IN MEETING UNTIL)
MESSAGE 04 (IN MEETING)
MESSAGE 05 (ON VACATION/
HOLIDAY 'TIL)
MESSAGE 06 (ON VACATION
HOLIDAY)
MESSAGE 07 (CALL ME AT)
MESSAGE 08 (AT THE DOCTOR)
MESSAGE 09 (ON A TRIP)
MESSAGE 10 (ON BREAK)
MESSAGE 11 (OUT OF TOWN 'TIL)
MESSAGE 12 (OUT OF OFFICE)
MESSAGE 13 (OUT UNTIL)
MESSAGE 14 (WITH A CLIENT)
MESSAGE 15 (WITH A GUEST)
MESSAGE 16 (UNAVAILABLE)
MESSAGE 17 (IN CONFERENCE)
MESSAGE 18 (AWAY FROM DESK)
MESSAGE 19 (GONE HOME)
MESSAGE 20 (OUT TO LUNCH)
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®
:
Reminder Messages
PRIMARY LANGUAGE
REMINDER MESSAGE
SECONDARY LANGUAGE
REMINDER MESSAGE
DEFAULT REMINDER MESSAGE
MESSAGE 01 (MEETING):
MESSAGE 02 (STAFF MEETING):
MESSAGE 03 (SALES MEETING):
MESSAGE 04 (CANCEL MEETING):
MESSAGE 05 (APPOINTMENT):
MESSAGE 06 (PLACE CALL):
MESSAGE 07 (CALL CLIENT):
MESSAGE 08 (CALL CUSTOMER):
MESSAGE 09 (CALL HOME):
MESSAGE 10 (CALL CORPORATE):
MESSAGE 11 (CALL ENGINEERING):
MESSAGE 12 (CALL MARKETING):
MESSAGE 13 (CALL ACCOUNTING):
MESSAGE 14 (CANCEL DND):
MESSAGE 15 (CANCEL CALL FWD):
MESSAGE 16 (TAKE MEDICATION):
MESSAGE 17 (MAKE RESERVATION):
MESSAGE 18 (REVIEW SCHEDULE):
MESSAGE 19 (LUNCH):
MESSAGE 20 (REMINDER):
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Administrator Procedures
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Changing Station Extension Numbers
OLD EXTENSION NUMBER
NEW EXTENSION NUMBER
Swapping Stations
EXTENSION NUMBER
SWAPPED WITH EXTENSION
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®
Individual Trunk Programming
Record the following information for each trunk to be programmed.
Answer Supervision Type:
Polarity Reversal or Valid Call or Valid Call with Polarity
Reversal
Caller ID?
Yes or No
Hybrid Balance:
Signaling:
Normal or Short
DTMF or Dial Pulse
Trunk Group Number:
Username:
Trunk Group Programming
Record the following information for each trunk group to be programmed.
Endpoints with Day Answer Access:
Endpoints with Night Answer Access:
Endpoints with Day Ring In:
Endpoints with Night Ring In:
Toll Restriction Classes of Service:
Trunks in Trunk Groups:
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Hardware and Endpoints
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Hardware and Endpoints
CONTENTS
PAGE
IP Operating Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
IP and SIP Emergency Calls From A Remote Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Model 8620/8622 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Hard IP Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
IP Single Line Adapter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Power Supplies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Page 75
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Hardware and Endpoints
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CONTENTS
PAGE
Keymaps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Personal Computer Data Port Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Off Premises Extensions (OPX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Additional Information and Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Page 76
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Hardware and Endpoints
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Introduction
The Inter-Tel 5000 Network Communications Solutions platform can be licensed and pro-
grammed to support multi-protocol, IP, SIP, digital, and single line phones, as well as other
endpoints and system-enhancing hardware. The platform supports communication needs from
individual workstations to single-site or network-wide Hunt Group arrangements.
Types of hardware available include basic “hard” IP phones that typically support workers in
an office environment. Some phones are multi-protocol—that is, they operate in either IP or
SIP mode. Some operate in IP mode only and others operate in SIP mode only. Other options
include wireless IP phones, a “soft” phone that operates on a Personal Digital Assistant (PDA),
and Single-Line Adapters that support standard single line phones.
For Attendant-like capability, the system supports a 16-extension direct station select (Mini-
DSS) unit that attaches to one of Inter-Tel’s Six-Line Display IP or digital phones. To enable IP
communication through the public telephone network, the Inter-Tel CS-5200/5400 also sup-
ports gateway trunk hardware.
For an explanation of what is meant by “endpoint,” refer to ““Endpoints” and
NOTE
Inter-Tel CS-5200/5400 Communication Servers Chassis
The chassis of the Inter-Tel CS-5200/5400 Communication Server Unit houses the system pro-
cessor module (PM-1), the Processor Expansion Card (PEC-1) as applicable, motherboard, and
power supply.
Physical dimensions of the unit appear in the following table.
Table 10. Inter-Tel CS-5200/5400 Communication Servers Chassis Dimensions
Dimension
Measurement (Metric)
Length
14.50 in. (36.83 cm)
17.00 in. (43.18 cm)
Width
Height
01.75 in. (4.45 cm) (1 U)
09.00 lb (4.08 kg)
Weight
Chassis Interfaces/Connections
The Inter-Tel CS-5200/5400 chassis provides multiple access portals to the features and func-
tionality of platform. From the front of the chassis, the technician can set-up the system—and
programs it if desired—read system alarm messages, backup voicemail messages, and monitor
ongoing system events. From the back of the chassis, the technician can connect system power,
a local area network (LAN), trunks and spans, two single line endpoints, two loop start trunks,
and an external music source, paging system, and voice mail system.
Front of the Inter-Tel CS-5200/5400 Chassis
The front of the Inter-Tel CS-5200/5400 chassis provides the following interfaces:
•
•
A two-line liquid crystal display (LCD) panel with control buttons.
Three Universal Serial Bus (USB) ports that provide for system monitoring by a techni-
cian, for backing up voice mail, and for installing the system’s licensing security key.
•
A Bay for an Inter-Tel-formatted CompactFlash memory card that stores system appli-
cations, the system database, and voice mail prompts and received messages.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Back of the Inter-Tel CS-5200/5400 Chassis
The back of the Inter-Tel CS-5200/5400 chassis provides the following interfaces:
•
Two loop start trunk circuits in a single port, preprogrammed for connection to the local
telephone company central office (CO) [local exchange in Europe]. These circuits,
along with the two built-in single line circuits form the Inter-Tel 5000’s Power Fail
Bypass feature. The default settings can be reprogrammed by a certified Inter-Tel tech-
nician.
•
Two single line circuits in a single port, preprogrammed for connecting analog phones.
These circuits, along with the two built-in loop start trunk circuits form the Inter-Tel
5000’s Power Fail Bypass feature. The default settings can be reprogrammed by a certi-
fied Inter-Tel technician.
Power Fail Bypass: If power to the system is interrupted, an inter-
nal electrical relay automatically connects the two single line circuits
with the two loop start trunks to provide direct connection to CO/local
exchange trunk dial tone.
IMPORTANT
Under normal operating conditions, the circuits can be programmed
and used the same as any loop start/local exchange trunks or single
line circuits. However, when system power fails, the circuits automat-
ically connect, regardless of any reprogramming that may have been
done.
•
•
One RCA socket for connection of an external paging system.
One 1/8-inch coaxial stereo socket for connection to a local music source for imple-
menting Music-On-Hold and/or Background Music.
®
•
One DB-15 socket for connection to an external Voice Processing Unit or Enterprise
Messaging Unit.
•
•
One 10/100Base-T Ethernet socket on the Processor Module (PM-1).
Three bays for inserting trunk circuit modules. The trunk module bays can be equipped
with any suitable combination of loop start/CO/local exchange trunks, T1, T1/PRI, or
E1/PRI multi-channel trunks, or BRM-S trunks. Each LSM-2 module supports two loop
start trunks; each LSM-4 module supports four loop start trunks; each T1/E1/PRI mod-
ule supports one span; and, each BRM-S supports two BRI trunks.
•
One power cord socket.
Digital Expansion Interface
Installing the following hardware on the Inter-Tel 5000 platform incorporates digital capability
into the Internet Protocol (IP)-based Inter-Tel 5000 platform.
Digital Expansion Interface Unit
Each Digital Expansion Interface (DEI) unit and its associated hardware and software provides
digital capability. Dimensions of the DEI are the same as the Inter-Tel CS-5200/5400 Commu-
nication Servers chassis. Refer to “Inter-Tel CS-5200/5400 Communication Servers Chassis
Digital Endpoint Module
Each Digital Endpoint Module (DEM-16) provides 16 circuits for connecting Executive, Pro-
fessional, Standard, and Associate Display phones, Axxess and Eclipse Basic Digital phones,
Model 8500, 8520, and 8560 phones, or Single-Line Adapters (SLA) to the system.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Each DEM-16 is also equipped with a single Digital Signal Processor (DSP) to provide the fol-
lowing module and/or system resources:
•
Shared speakerphones for Axxess and Eclipse Basic, Standard and Associate Display,
and Models 8500, 8520, and 8560 phones.
•
Tone generating circuit for providing system tones (busy, reorder, Do-Not-Disturb,
etc.) to the phones connected to the module, if necessary. It is available in case there are
no voice channels available in the system to issue tones.
•
Switching matrix to allow access to any available time slot on the module’s PCM
highway (bus). This is provided since the module may need up to 32 simultaneous
voice channel connections.
Modules
With the Inter-Tel 5000 Network Communications Solutions platform, IP phones and end-
points connect directly to the system owner’s enterprise through local area network (LAN)
computer ports. Modules are the system hardware components used to connect to the public
telephone network outside the enterprise and to digital phones and endpoints inside the enter-
prise.
The Processor Module (PM-1) contains the main controlling microprocessor and associated
control logic and memory circuits. It is under the control of the IPR Application, which is
stored in flash memory and activated when the system is powered up. The PM-1 without a Pro-
cessor Expansion Card (PEC-1) attached drives the Inter-Tel CS-5200 system. The PM-1 with
a PEC attached drives the Inter-Tel CS-5400 system. The PEC provides 82 additional IP
resources and increases the system’s processing capability.
The Inter-Tel 5000 supports two-port and four-port Loop Start Modules (LSM-2 and LSM-4),
T1/E1/Primary Rate Interface (T1/E1/PRI) modules, which require licensing when using PRI,
Basic Rate Modules (BRM-S) for Basic Rate Interface (BRI) trunk capability, and Digital End-
point Modules (DEM-16).
IP Operating Modes
Depending on the model, Inter-Tel IP phones operate in Inter-Tel Protocol (ITP) mode or Ses-
sion Initiation Protocol (SIP) mode.
Models 8600, 8620, 8622, 8662, and 8690 Multi-Protocol phones operate in ITP mode or SIP
mode. Models 8664, 8665, and 8668 wireless IP phones operate in ITP mode only. The Model
8601 SoftPhone operates in SIP mode only.
ITP mode supports nearly all of the system features except for the limitations listed on “IP
shared extensions, which means you can use one extension with up to five different endpoints
on the telephone and voice processing systems.
An endpoint may have certain hardware and software restrictions that prevent it
NOTE from fully supporting a feature. Consult the appropriate user guide to determine
which features are supported for your endpoint.
Supported features for the two modes appear in Table 11, "ITP and SIP Features and Feature
Page 79
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Inter-Tel Protocol Mode
When multi-protocol phones operate in ITP mode, they function like Inter-Tel digital phones.
They connect to Inter-Tel advanced communications platforms by way of an IP stream to the
IP Resource application running an Inter-Tel proprietary protocol. This is the same protocol
that the Model 8660 uses, which is a modified version of the protocol that the Model 8500
series digital phones use. The main difference is that the multi-protocol phones connect to the
system via IP.
The advantage of ITP mode over SIP mode is that ITP mode allows you to use the features and
functionality that the system provides for a digital phone. The disadvantage of ITP mode over
SIP mode is that when the phone is in ITP mode, it cannot connect to another vendor’s switch.
Multi-protocol phones are configured to use ITP by default.
To support multi-protocol phones in ITP mode, a Call Processing software license is required.
Session Initiation Protocol Mode
When the multi-protocol phones are in SIP mode, the phones use SIP to connect to the Inter-
Tel SIP Server (v1.1 or later). The advantage of running in SIP mode on an Inter-Tel advanced
communications platform is the use of the Shared Extension feature. A shared extension allows
up to five SIP phones to use the same extension number on the same system. Incoming calls to
a shared extension are sent to SIP phones simultaneously.
Once one of the endpoints answers the call, the SIP Server cancels the call to all other end-
points. This provides you with mobility so that you do not miss any calls when you are away
from your main desk. Another advantage of SIP mode is that the endpoint can run on another
vendor’s switch that supports SIP. The disadvantage of SIP mode on an Inter-Tel advanced
communications platform is the reduced feature set.
IP and SIP Emergency Calls From A Remote Site
To locate and quickly respond to a caller needing help, emergency response services depend on
accurate information from Caller ID or, in Europe, Calling Line ID (CLID) features. Because
of this reliance on Caller ID and CLID data, emergency responders can be misdirected or
delayed if the Caller ID or CLID information provided to a dispatcher is incorrect.
To help ensure that emergency services can respond quickly to IP or SIP endpoint calls from
remote sites, the remote site must be equipped with a correctly configured MGCP or SIP gate-
way. If an Emergency Call is dialed from a remote site equipped with a correctly configured
gateway, responders can be dispatched to the site of the emergency. However, if the remote site
is not equipped with a correctly configured gateway, the call will be identified, instead, as
coming from the location where the system chassis is located.
NOTICE
Emergency Call phone numbers include:
•
•
•
•
911, the default for US systems.
999, the default for UK systems.
If applicable, 112, an emergency number used widely in Europe outside of the UK.
Any emergency dial number sequence that is appropriate for the location. Ask your
Inter-Tel dealer or certified technician for details.
Also, if uninterruptible power supply (UPS) protection is not installed with the Inter-Tel 5000
system, IP and SIP endpoints will not operate if the power fails either at remote sites or at the
main system location. All IP and SIP endpoint users should be alerted to these potentially haz-
ardous situations.
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Hardware and Endpoints
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
IP Endpoints
To allow system flexibility and cost efficiency, both Inter-Tel proprietary and other industry-
standard endpoints can be used with the Inter-Tel 5000.
IP endpoints using Inter-Tel Protocol (ITP) and Session Initiation Protocol (SIP) modes allow
users to communicate using the Local Area Network (LAN) and the public telephone network.
IP and SIP hard phones can be identified by the additional ports on the back, which are used
for inserting LAN and power connections. IP and SIP phones operate like digital phones
Hard Multi-Protocol Phones
Model 8600
The Model 8600 is a multi-protocol phone that has no display and a single Ethernet port.
Although the Model 8600 has a speaker, it does not have an external microphone. In addition
the Model 8600 has one jack that is shared for the headset and handset. This phone has no pro-
grammable buttons and two fixed buttons. This phone operates in ITP or SIP mode. Refer to
Model 8620/8622
The Model 8620 and 8622 are multi-protocol phones and have two-line LCDs. Both phones
have 25 programmable buttons and two fixed buttons. Both phones also have dedicated head-
set and handset jacks. The phones both have a speaker and a microphone for full speakerphone
operation. The only difference between the two phones is that the Model 8620 has one Ethernet
Model 8662
The Model 8662 is a multi-protocol phone that has a six-line display. This phone has 25 pro-
grammable buttons and two fixed buttons. This phone also has eight menu buttons used to
access additional features from a menu shown on the display. The Model 8662 has dedicated
headset and handset jacks, a speaker and a microphone, and two Ethernet ports. This phone
Model 8690
The Model 8690 is an advanced IP endpoint that has an LCD touch screen that displays a tele-
phone-type interface. A stylus pen provides access to elements on the interface, which include
a dialpad, feature buttons, menu buttons and navigation buttons. The Model 8690 can operate
®
endpoint uses a customized version of Microsoft Windows CE.NET V4.2, and includes ports
and connectors for optional hardware and memory cards.
For more information about this unique IP endpoint, consult the appropriate documentation
listed below:
•
For supported features and end-user instructions: Model 8690 User Guide–Inter-Tel
Protocol Mode (part number 550.8116) or Model 8690 User Guide–Session Initiation
Protocol Mode (part number 550.8025)
•
•
For general administrator information: Model 8690 Administrator Guide (part num-
ber 550.8120)
For installation and maintenance information: IP Devices Installation Manual (part
number 835.2195)
Page 81
Model 8600
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Hard IP Phones
Model 8660
The Model 8660 IP phone operates in ITP mode and supports both 10Base-T and 100Base-TX
interfaces. The phone has a six-line display with menu buttons, speaker and microphone, pro-
grammable and fixed buttons, and dedicated headset and handset jacks. This phone operates in
ITP mode.
IP PhonePlus
The IP PhonePlus operates in ITP mode. This phone has a six-line display with menu buttons,
speaker and microphone, and programmable and fixed buttons. It has one jack that is shared by
the headset and handset.
Model 8601 SoftPhone for Pocket PC
The Model 8601 is a software-based SIP soft phone that runs on selected Pocket PC 2002, or
later, Personal Digital Assistant (PDA) platforms. This phone operates in SIP mode only. For a
list of supported PDAs and information about installation and programming the Model 8601,
refer to the Model 8601 SoftPhone for Pocket PC Installation Manual (part no 835.2736).
Models 8664, 8665, and 8668—Wireless Phones
Model 8664, 8665, and 8668 are wireless, handheld portable phones. These phones operate
like a Model 8660 IP phone and support IPT mode. For details about these phones, refer to the
NetLink SVP Server and Model 8664/8665 Installation Manual, part no. 935.4521.
For instructions to operate the wireless phones, refer to the Model 8664/8665/8668 User
Guide, part no. 935.4522.
Gateways
The Inter-Tel 5000 Network Communications Solutions platform utilizes the gateway end-
points described in the following section to connect IP and SIP phones with the public
switched telephone network (PSTN).
NOTICE
Inter-Tel, Inc. assumes no responsibility for problems that may result from an unaccessible
line being connected to an MGCP or SIP gateway.
AudioCodes MP-104 MGCP Gateway
The Inter-Tel CS-520/5400 provides connection to the local PSTN using a third-party Media
Gateway Control Protocol (MGCP) endpoint.
AudioCodes MP-104 SIP Gateway
The system supports SIP (Session Initiated Protocol) trunks to reach the CO. SIP trunks allow
the system to communicate with the CO through SIP-enabled gateways. Inter-Tel supports the
AudioCodes MP-104 SIP gateway running v4.2, or later, software.
Inter-Tel provides technical support only for the AudioCodes MP-104 gateway.
SIP gateway trunks:
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•
•
Are transparent to the system user because they perform like any other CO trunk in the
system.
Reside in CO trunk groups like other trunks. SIP trunk calls can be routed using Auto-
matic Route Selection.
SIP gateway trunks support:
•
Transferring trunks, putting trunks on hold, and connecting trunks to conferences simi-
lar to other CO trunks in the system.
Making and receiving calls by any endpoint.
Peer-to-peer (P2P) audio by IP phones.
•
•
•
Dialing Emergency Call number sequences, such as 911 in the US and 999, 112, and
others in Europe.
SIP trunks do not support the Direct Inward System Access (DISA) or speed
dial features.
NOTE
The MP-104 does not support:
•
•
Pause digits. These digits are used to program a Speed Dial number or other digit string.
SIP registration, which is used for authentication purposes.
IP Single Line Adapter
The IP Single Line Adapter (SLA) provides an interface between the standard single line end-
point and a 10Base-T network. It allows you to make phone calls through the IP network. The
IP SLA has an Ethernet IEEE 802.3 10Mbps UTP interface. The IP SLA uses flash memory
and its software can be updated over the LAN.
ITP and SIP Supported Features
Users can access most features by entering a feature code using the endpoint’s dialpad buttons.
The following table shows the station features (and default feature codes) that are supported
for phones operating in ITP mode and SIP mode.
Support for some features varies by endpoint. For a complete list of supported features refer to
the appropriate user guide. For a summary of user guides and part numbers, refer to Table ,
Table 11. ITP and SIP Features and Feature Codes
FEATURE
CODE
FEATURE NAME
ITP MODE
SIP MODE
√ = supported; x = not supported
Account Code – Following Calls
Account Code – Optional
ACD Agent Log In
391
390
326
327
328
329
375
376
x
x
x
x
x
x
x
x
√
√
√
√
√
√
√
√
ACD Agent Log Out
ACD Agent Log In/Out
ACD Agent Wrap-Up Terminate
Agent Help Request
Agent Help Reject
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Table 11. ITP and SIP Features and Feature Codes (Continued)
FEATURE
FEATURE NAME
Answer (Ringing Call)
ITP MODE
SIP MODE
CODE
351
361
360
350
313
355
357
356
358
5
√
√
√
√
√
√
√
√
√
√
√
√
√
x
x
x
x
√
x
x
x
√
x
x
Automatic Intercom Access On/Off
Automatic Line Access On/Off
Automatic Line Answer
Background Music On/Off
Call Forward All Calls
Call Forward If Busy
Call Forward If No Answer
Call Forward No Answer/Busy
Conference
Default Station
394
307
Directory
Display Time And Date (Inter-Tel Pro-
tocol IP Mode)
Show IP Address (SIP Mode)
300
√
√
Do-Not-Disturb
370
371
372
373
395
312
319
315
316
317
336
√
√
√
√
√
√
√
√
√
√
√
√
√
√
x
Do-Not-Disturb Cancel
Do-Not-Disturb On/Off
Do-Not-Disturb Override
Feature Button Default
Group Listen
x
√
x
Handsfree On/Off
Headset On
√
√
√
Headset Off
Headset On/Off
Hold – Individual
√
x
Hold – System
335
330
√
9
8
Hookflash/Recall
Hunt Group Remove
Hunt Group Replace
Hunt Group Remove/Replace
LCD Contrast Control
Message
322
323
324
303
365
366
x
x
x
√
√
x
√
√
√
√
√
√
Message – Cancel Message Left
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Table 11. ITP and SIP Features and Feature Codes (Continued)
FEATURE
CODE
FEATURE NAME
ITP MODE
SIP MODE
Message – Cancel Message On End-
point
368
x
√
Message – Silent Message
Microphone Mute On/Off
Page
367
314
7
x
√
x
x
x
x
x
x
√
√
x
x
x
√
x
x
√
x
x
x
x
x
x
x
x
x
x
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
Page Receive On/Off
Program Buttons
325
397
392
6
Program Station Password
Queue (Callback) Request
Record-A-Call
385
380
331
305
306
359
4
Redial
Redirect Call
Reminder Message
Reminder Message Cancel
Remote Programming
Reverse Transfer (Call Pick-Up)
Review Buttons
396
377
398
304
382
383
352
353
354
381
399
346
345
Ring Intercom Always On/Off
Ring Tone Selection
Routing Off
Station Speed Dial
Station Speed-Dial Programming
System Forward Enable
System Forward Disable
System Forward On/Off
System Speed Dial
Switch Keymap
Transfer To Hold
Transfer To Ring
Multi-protocol phones operating in SIP mode use the feature codes that are pro-
grammed on the node.
NOTE
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ITP and SIP Feature Exceptions
Some endpoints cannot fully support certain features due to hardware or software restrictions.
These exceptions are listed below by endpoint type.
Model 8600: The Model 8600 phone operates in ITP or SIP mode. However, it does not sup-
port the following features (feature code) in either mode:
•
•
•
•
•
Feature Button Default (395)
Microphone Mute On/Off (314)
Program Buttons (397)
Review Buttons (396)
Switch Keymap (399)
Model 8690: The Model 8690 phone operates in ITP or SIP mode. However, the phone does
not support the following features (feature code) in either mode:
•
•
•
•
•
•
Change Language (301)
Feature Button Default (395)
LCD Contrast Control (303)
Program Buttons (397)
Review Buttons (396)
Switch Keymap (399)
Models 8664, 8665, and 8668: The Model 8664, 8665, and 8668 wireless IP phones operate in
ITP mode. However, they do not support the following ITP features (feature code):
•
•
•
•
•
•
•
•
•
•
Automatic Intercom Access On/Off (361)
Automatic Line Access On/Off (360)
Background Music On/Off (313)
Change Language (301)
Group Listen (312)
Handsfree On/Off (319)
Headset On, Headset Off, Headset On/Off (315, 316, 317)
LCD Contrast Control (303)
Page Receive On/Off (325)
Switch Keymap (399)
Model 8601: The Model 8601 operates in SIP mode only. However, it does not support the
following SIP features (feature code):
•
•
•
Headset On, Headset Off, Headset On/Off (315, 316, 317)
LCD Contrast Control (303)
Show IP Address (300)
Feature Codes: The two feature codes in the table below function differently, depending on
the mode the phone is operating in.
Table 12: Feature Codes with Different Meanings for ITP and SIP Modes
FEATURE
CODE
FEATURE NAME
ITP MODE
SIP MODE
Show IP Address
Display Time/Date
Displays the system
date and time, user-
name, and extension.
Displays the IP
address of the phone.
300
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Table 12: Feature Codes with Different Meanings for ITP and SIP Modes
FEATURE
CODE
FEATURE NAME
ITP MODE
SIP MODE
Show Version
Diagnostics–
Show Version
9928
[9128 in
Europe]
Displays the version
and date of the call
processing software.
Displays the firmware
version on the phone.
Voice mail displays: In SIP mode, voice mail displays are not supported, however, the user
will still receive audio prompts.
IP Phone Flashing Light Indicators
The phone Call buttons, trunk buttons, Speed Dial buttons, Hunt Group buttons, and some of
the feature buttons contain light-emitting diodes (LED). LED flash rates indicate the status of
the endpoints, trunks, and features.
For phones operating in ITP or SIP mode, the following table summarizes the meanings of the
LED flash rates in interruptions per minute (IPM).
Table 13. Flashing Light Indicators for IP and Multi-Protocol Phones
STEADY
0 IPM
SLOW
30 IPM
MEDIUM
120 IPM
FAST
240 IPM
FLUTTER
60/960 IPM
BUTTON
Models
8620 and
8662:
Intercom,
recall, con-
ference,
ANSWER
camped on,
or trans-
ferred call is
ringing-in.
Call is
active
Call is
recalling
from hold or
transfer
Call or
Call is on
hold at the
user’s
phone or
the user
has entered
a transfer
feature
queue call-
back is ring-
ing in or
camped on
(waiting)
CALL
1
code.
The LED
flashes for
2–5 sec-
onds and
then goes
out when
the confer-
ence is
Conference
is recalling
your phone.
A confer-
ence party
is on con-
ferencewait
hold.
CNF
DND
estab-
lished.
Phone is in
Do-Not-Dis-
turb.
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Table 13. Flashing Light Indicators for IP and Multi-Protocol Phones(Continued)
STEADY
0 IPM
SLOW
30 IPM
MEDIUM
120 IPM
FAST
240 IPM
FLUTTER
60/960 IPM
BUTTON
The fea-
ture is in
use.
2
FEATURE
Calls are
being for-
warded.
FWD
All stations
in hunt
group are
unavail-
able.
Hunt group
has a call
camped on.
HUNT
GROUP
Intercom
call is in
progress.
Recalling
intercom
call is
camped on
(waiting).
Intercom call is An intercom
camped on
(waiting).
call is on hold
at the user’s
phone or the
user has
IC
entered a
transfer fea-
1
ture code.
The pro-
The pro-
grammed
phone is in
DND.
The pro-
grammed
phone has a
call ringing
in.
Continuous
flutter indi-
cates that
the pro-
grammed
phone was
left off-
grammed
endpoint in
busy or
2
Mini-DSS
unplugged.
hook.
Phone is in
alphanu-
meric
Message is
waiting.
MSG
mode.
Micro-
MUTE
phone is
muted.
Speaker-
phone is on
or ready for
use. Or,
Model 8600:
Intercom,
recall, con-
ference,
camped on,
or trans-
ferred call is
ringing-in.
SPEAKER
endpoint
program-
ming is in
progress.
Desig-
nated end-
point is
busy or
unplugged.
Desig-
Designated
endpoint has
a call ring-
ing in.
Continuous
flutter indi-
cates that
the desig-
nated
nated end-
point is in
DND.
SPEED
2
DIAL
phone was
left off
hook.
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Table 13. Flashing Light Indicators for IP and Multi-Protocol Phones(Continued)
STEADY
0 IPM
SLOW
30 IPM
MEDIUM
120 IPM
FAST
240 IPM
FLUTTER
60/960 IPM
BUTTON
Trunk is in
use at
another
endpoint, in
a confer-
ence at
Trunk is in
use at your
endpoint.
Trunk is
Trunk is ring-
ing in,
camped on
(waiting), or
in busy trunk
callback
Trunk is on
hold.
recalling
from hold or
transfer.
TRUNK
your end-
point, or it
is
queue to
your end-
point.
unplugged.
1
For transfers, the IC or CALL button LED goes out when the user hangs up.
Requires a programmable button.
2
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ITP and SIP Connectivity
Phones using ITP mode and SIP mode allow users to communicate using the Local Area Net-
work (LAN) and the public telephone system.
IP and SIP calls can be routed through the Inter-Tel CS-5200/5400 or they can be configured as
members of the same Network Group. If the phones are configured as members of a Network
CAUTION
Possible Delay in Local Emergency Response to Remote Sites.
IP and SIP phone users should be alerted to the following hazardous situations:
•
•
If an Emergency Call phone number is dialed from an IP or SIP phone located at a
remote site that is not equipped with a correctly configured gateway, the call will be
placed from the location where system chassis is installed rather than from the location
where the emergency call is made.
In this situation, emergency responders may be dispatched to the wrong location. To
minimize the risk of remote site users misdirecting emergency responders, Inter-Tel
recommends regular testing of MGCP/SIP gateway trunk(s) for dial tone.
If uninterruptible power supply (UPS) protection has not been installed as part of the
Inter-Tel 5000 system, IP and SIP endpoints will not operate when electrical power fails
either at remote sites or at the main system location.
To place calls during a power failure in this situation, IP and SIP endpoint users can
only use a single line phone connected to one of the system’s power failure bypass
circuits or a local phone not connected to the system.
IP and SIP Endpoint Ports and Connectors
The ports and connectors on IP and SIP phones vary depending on the model number. The fol-
lowing ports and connectors may be included on your endpoint:
•
•
•
•
•
•
Headset Jack: Connects to a headset.
Handset Jack: Connects to a handset.
Combined Headset/Handset Jack: Connects to a headset or handset.
LAN/Power Jack: Connects to a network hub or a switch
External Microphone Jack: Allows you to connect an external microphone to the end-
point. (8690 only)
•
External Speaker Jack: Allows you to connect an external speaker to the endpoint
(8690 only)
•
•
Reset Button: Resets the connection to the network (8690 only)
Compact Flash (CF) Port: Allows you to connect a CF memory card if additional
memory is needed (8690 only)
•
Personal Computer Memory Card International Association (PCMCIA) Port:
Allows you to connect a PCMCIA memory card if additional memory is needed (8690
only)
•
•
Universal Serial Bus (USB) Client Port: Connects the endpoint to a host computer
running ActiveSync (8690 only).
®
USB Host Port: Allows you to connect a keyboard, mouse, or other USB device to
your endpoint (8690 only)
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Battery Packs and Chargers
Models 8664 and 8665 require a charged battery pack to operate. The Nickel Metal Hydride
(NiMH) rechargeable battery pack needs to be charged periodically. A charged battery pack
provides four hours of talk time or 80 hours of idle time. To save battery power, instruct the
user to place the phone in idle mode at the end of every call.
When the charge on the battery pack is low, the battery icon is displayed. The user will also
hear a soft beep through the earpiece every six seconds when the battery is low. When the bat-
tery pack is critically low, the phone will not work until the battery pack is charged
Power Supplies
Each SIP and IP endpoint must use a compatible power supply. Because there are many power
supply options, contact your authorized Inter-Tel equipment provider when selecting a power
supply for an IP or SIP endpoint.
IP Phone Limitations
SIP and IP phones:
•
Do not have a secondary voice path and consequently cannot support the Off-Hook
Voice Announce (OHVA) feature.
•
Cannot use a PCDPM or MDPM. Refer to “Digital Phone Data Port Modules” on
•
•
•
Do not support full DSS/BLF units.
Do not support Desktop Open Architecture Interface (OAI) applications.
Do not support the Agent Help, Record-A-Call, and Station Monitor features while
Peer-to-Peer Audio for IP and SIP Phones
The P2P audio feature allows certain IP and SIP phones to transmit and receive audio directly
with each other rather than through the system chassis. The P2P feature reduces delay and
packet loss for IP and SIP endpoints.
Phones that support P2P audio include:
•
•
•
•
AudioCodes™ MP-104 MGCP gateway
ITP phones, except the IP SoftPhone
Multi-Protocol phones
SIP phones
To use P2P, the IP Resource Application and the IP and/or SIP phones must be upgraded with
v8.1 firmware. In addition, the phones must be programmed as members of the same Network
Group. Calls between IP and SIP phones that are members of separate Network Groups are
routed through the chassis and do not use P2P.
The Network Group Diagnostics feature allows a System Administrator to verify that the Net-
work Groups are programmed correctly. For instructions on how to use the Network Group
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Because IP phones connected on P2P calls do not use chassis resources, users cannot access
Agent Help, Record-A-Call, and Station Monitor features.
NOTICE
Passing real-time streaming data, such as audio, through encrypted virtual private networks
(VPN) may significantly impact the network performance, router and firewall functionality, and
audio quality.
To install and configure IP and SIP endpoints requires knowledge of appropriate network set-
tings and familiarity with the associated hardware and software. Installation and configuration
information for all IP and SIP endpoints should be referred an Inter-Tel-ceritfied service tech-
nician. For further information, contact your authorized Inter-Tel equipment provider.
Automated Boot Code Update
Information about the automatic update of endpoint boot code is included in this guide for the
following reasons:
•
•
You may be unaware that the update is occurring.
Interruption of power to the endpoint during the download causes the endpoint to be
inoperable and unrecoverable.
A Model 8620/8622 or 8662 phone with v2.0.0 or later firmware uses a TFTP server to update
a crucial internal boot code. In any of the following situations, the phone checks its configura-
tion file against a corresponding file on the TFTP server:
•
•
•
On startup
On command
On periodic timeout
If the phone detects new parameters during this check, it automatically initiates the boot update
procedure to download new boot code. However, the download is delayed if a call is in
progress or music on hold is enabled. The phone display changes to alert you that the update is
in progress.
CAUTION
Severe phone damage possible. If, during the boot code download, electrical current to
the phone is interrupted (e.g., through disconnection or a power outage), the phone
becomes inoperable and cannot be recovered. In that event, the phone must be returned to
Inter-Tel for repair.
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Features Common to IP and Digital Inter-Tel Endpoints
Although their basic technologies and network connecting methods differ, IP and digital Inter-
Tel endpoints share both some physical characteristics and software features. For example,
both types of endpoint possess similar LCD windows, Call buttons, and feature buttons. They
share a common data structure, data entry fields in DB Programming, and call processing fea-
tures. The following sections describe important similarities of IP and digital Inter-Tel end-
points.
Model 8614 Mini-Direct Station Select Unit
The Mini-DSS Unit is programmable and provides one-button access to 16 extension numbers
and/or feature buttons or resources. The Mini-DSS attaches to an IP Model 8660 or to digital
models 8520 or 8560 and does not require a PCDPM or an AC transformer. Mini-DSS buttons
contain LEDs that light or flash depending on the status of a station or the button’s program-
Phone Display Screens
Several IP, SIP, and digital phone models are equipped with liquid crystal display (LCD)
screens that show caller and feature information.
For phones operating in SIP mode, voice mail displays are not supported, but
the user does receive audio prompts.
NOTE
Six-Line Display
Models 8660 and 8662 IP phones and the Model 8560 and Executive and Professional Display
line displays up to 16 characters. The top two lines display standard call information and show
the same displays as other display phones. The remaining four lines display feature-related
menus that change with the function being performed by the phone (intercom call, outside call,
programming, etc.). The lines have four menu selection buttons on each side of the screen
(eight buttons) that are used to select displayed menu features. When there are two prompts on
a line, like PREVIOUS and NEXT, pressing the button next to the word selects the feature.
When there is only one prompt on a line, like DO NOT DISTURB, then pressing the button on
either side of the prompt will select it.
A system-wide Alternate Keyset Menu Dis-
plays flag determines the display that
HOLD
SYS HOLD
CNF
Model 8660 IP phone and Model 8560,
Executive, and Professional digital phone
users see during an outside call. In the
default state, the display shows the follow-
ing menu with Transfer-To-Hold on the first
menu and Flash on the “More...” menu:
TRANSFER
TRANSFER-TO-HOLD
MUTE
MORE...
If the Alternate Keyset Menu Displays flag
is enabled, Model 8660 IP phone and
Model 8560, Executive, and Professional
digital phone users see the following menu
with Flash on the first menu and Transfer-
To-Hold on the “More...” menu:
HOLD
SYS HOLD
CNF
TRANSFER
FLASH
MUTE
MORE...
Enabling the Alternate Keyset Menu flag allows Centrex features to be accessed more easily,
using the FLASH menu option.
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Figure 4. Model 8560, 8660, or 8662 LCD Screen
LCD WITH SIX 16-CHARACTER LINES
8 LCD MENU SELECTION BUTTONS
Figure 5. Executive Display LCD Screen
LCD WITH SIX 16-CHARACTER LINES
8 LCD MENU SELECTION BUTTONS
Two-Line Display
The Model 8620/8622 IP phone, Models 8520 and Standard and Associate Display digital
phones are equipped with a two-line displays that support 16 characters per line.
When the phone is not in use, the display shows the extension number, username, time of day,
and date. Other displays include reminder messages, DND messages, numbers dialed, call
sources, elapsed time of calls, current call costs, error messages, phone status, programming
messages, etc. The displayed information is described throughout the instructions in this sec-
tion of the guide.
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LCD Contrast Adjustment
The contrast of the LCD screens on IP and digital display phones is adjustable. Eight different
contrast levels are available. Examples follow for a two-line phone and a six-line phone. For
instructions to adjust the contrast on a specific phone, refer to the phone User Guide, as identi-
Examples:
To adjust the LCD contrast on the Model 8520, a two-line display phone:
1.
While the phone is idle, locate the contrast control wheel on the back, upper-right sec-
tion of the phone.
2.
Adjust the contrast of the LCD screen by turning the wheel clockwise (lighter) or coun-
terclockwise (darker).
To adjust the LCD contrast on the Model 8560, a six-line display phone:
1.
While the phone is idle, press the Special button (
feature code (303).
) and enter the LCD Contrast
∞
2.
EITHER, Select LIGHTER or DARKER on the menu buttons.
OR, Use the Volume button to make your selection.
OR, Press the desired level (1–8).
3.
Press the Speaker button or ACCEPT to save your change.
The Model 8620 IP phone is equipped with a contrast control knob to adjust
NOTE the contrast level. This knob is located on the back of the phone and can
be adjusted while viewing the display.
Node and Circuit Number on Power-Up
To aid in installation and troubleshooting procedures, display phones show their identification
for 5 seconds when power is turned on, when the system is reset, or when the phone line cord
is first plugged in (or removed and replaced). The extension number and assigned username
appear on the top line of the display, and the node number and circuit number appear on the
bottom line (for example, circuit 1.1.1 on node 2 would appear as 2:1.1.1). After the five-sec-
ond identification display, the phone returns to the appropriate display, depending on its current
status.
Default Inter-Tel Phone Feature Buttons
When the system is in the default state, all phones are in the same keymap group and have the
represented by keycaps with
on the Inter-Tel phone.
∞
The following table summarizes the functions of phone feature buttons.
Table 14. Feature Buttons
BUTTON
FUNCTION
CALL BUTTONS 1–4
Selects an outgoing trunk, if idle, or answers a call on the button.
IC
Selects a voice channel or picks up a holding or camped-on inter-
com call.
DND
Programmable button 1: Do-Not-Disturb On/Off (372)
Page 95
LCD Contrast Adjustment
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Table 14. Feature Buttons(Continued)
BUTTON
FUNCTION
PROGRAMMABLE
Undefined values. Can be programmed with any feature code, trunk
BUTTONS 2–6, 14–16, access code, or extension number, or can be programmed as an
18, and 21–35
endpoint extension or System Speed Dial bin.
CNF
Programmable Button 7: Conference (5)
HOLD
Programmable Button 8: Individual Hold (336)
Programmable Button 9: Transfer to Ring (345)
Programmable Button 10: System Speed Dial (381)
Programmable Button 11: Redial (380)
TRANSFER
SYS SPD
REDIAL
PAGE
Programmable Button 12: Page (7)
QUEUE
Programmable Button 13: Queue Request (6)
Programmable Button 17: Background Music (313)
Programmable Button 19: Selects Page Zone 1 for making a page.
Programmable Button 20: Station Speed Dial (382)
Call Forward All Calls (355) Also used for canceling Call Forward.
Signals the system to expect a feature code.
Answer (351)
MUSIC
PAGE ZONE 1
STN SPEED DIAL
FWD
SPECIAL
ANSWER
OUTGOING
Selects a trunk for placing an outgoing call using the phone’s Outgo-
ing Call feature (8).
SPEAKER
MSG
Speakerphone On/Off
Message (365) – Also retrieves messages when the flashing MSG
button is pressed.
MUTE
DATA
Microphone Mute On/Off (314). This is a fixed-function button on
digital phones
Data (340)
STATION SPEED
Used for storing and dialing one Station Speed Dial number each.
DIAL BUTTONS 0–9
UNDEFINED
Some phones may have several undefined buttons that can be pro-
grammed as desired.
Keymaps
A keymap group determines the layout of the buttons for all the phones assigned to that group.
If any of the buttons in the keymap group are user-programmable or undefined, they can be
changed by the phone user. Up to 250 different keymap groups can exist. Each node contains
its own keymap programming.
Each Inter-Tel phone is assigned a standard keymap and can also have an alternate keymap.
When the system is in the default state all phones are assigned to default Keymap 01. There are
no individual preprogrammed keymaps for each of the specific phone types. And, the default
MSG
MUTE
Speaker,
, and
buttons are not programmable.
As part of the installation procedure, the installer must make sure the buttons are labeled to
match their functions.
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The buttons in each keymap can be assigned the following functions:
•
•
•
Accept Button: Not required for digital phones. When using numeric mode, digital
phone users press on both arrows of the Volume button at once to accept an entry.
Cancel Button: No further programming is necessary. This button is used to cancel a
feature or cancel an entry when in numeric mode.
Call Button: Up to 10 Call buttons can be assigned in each keymap. These buttons are
used for call access. They are not associated with specific trunks. Instead, they are
assigned to calls in the order that the calls are placed or received. In the following
example, the user has three Call buttons.
The following table describes the use of three Call buttons.
Table 15. Call Buttons Example
ACTION
CALL BUTTON 1
CALL BUTTON 2
CALL BUTTON 3
User places call #1
Shows status of call #1
Call #2 rings in while Shows status of call #1 Shows ring flash for
call #1 is active
call #2
Shows hold flash for Shows status of call
call #2 #3
Calls #1 and #2 on
hold, call #3 placed
Shows hold flash for
call #1
If there are more calls in progress than there are Call buttons (e.g., if another call rings
in to the phone in the example), the new call will not have an available Call button and
will camp on to the phone until a Call button becomes available. The call will then
appear under the available button. Pressing an idle Call button will enter the pro-
IC
grammed Outgoing Call feature for that phone. If no
the keymap, intercom calls will appear under Call buttons.
button is programmed in
All keymaps should have at least one Call button if there is not an individ-
ual trunk button for every trunk.
NOTE
•
•
•
Down Button: No further programming is necessary. This button can be used scrolling
backward through displays. When the phone is idle, it can be used for adjusting volume,
in place of the Volume button. Digital phones use the Volume button.
Mini-DSS Button: A Mini-DSS button dials the associated extension number when
pressed. If assigned to a button with a lamp, it will also show the status of the associ-
ated station. Mini-DSS buttons cannot be changed by the station user.
Feature Button: Programmed with feature codes. The feature code appears in the same
button location on all phones assigned to the keymap and cannot be changed by the
phone user.
•
•
Forward Button: Can be programmed with any of the Call Forwarding feature codes.
The forwarding code used by the button can be changed by the phone user.
Hunt Group Button:Like Mini-DSS buttons, this button dials a hunt group pilot num-
ber when pressed and, if assigned to a button with a lamp, will show the status of that
hunt group.
•
•
Individual Trunk Button: This button is associated with one trunk. It can be used for
placing outgoing calls, and for picking up calls on hold and answering incoming calls
on that trunk.
IC
Intercom (IC) Button: The
ing and answering calls. If an
appear under a Call button.
button allows access to intercom channels for plac-
IC
button is not assigned, an intercom call will
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•
•
Next Button: Not required for digital phones. Digital phones use the Volume button for
scrolling forward through displays.
Page Zone Button: A page zone button is programmed with one of the page access
codes (9600–9609 or 9600–9649 depending on the software version) for quick access to
page zones (0–9 or 0–49 respectively).
•
•
Previous Button: Not required for digital phones. Digital phones use the Volume but-
ton for scrolling backward through displays.
Programmable Button: Up to 35 user-programmable buttons can be designated and
given default values in the keymap database. They can then be reprogrammed to enter
any of the trunk group access codes, extension numbers, or feature codes by the indi-
vidual phone users as desired. Or, they can be programmed as System or Station Speed
Dial bins, or as secondary extension buttons (see below). The phone user or program-
mer can return the buttons to default values at any time.
•
•
Save Button: Used for saving volume levels or programmed phone features. Digital
phones use the Volume button, by pressing both ends at once.
Secondary Extension Button: Allows an phone user to have one-button access to calls
ringing or holding at another phone. It should be assigned to a button with a lamp so
that the secondary extension button can show the call status. If desired, a phone can
have several secondary extension buttons, each associated with a different station. For
•
•
SPKR Button: Used for turning the phone speaker or headset on and off.
Speed Dial Buttons: Each keymap can have up to 10 Speed Dial buttons. Each Speed
Dial button can be programmed by the phone user to dial one digit string. If assigned to
a button with a lamp, the lamp will show the status of an extension number if it is asso-
ciated with that button.
•
•
•
Trunk Group Button: These buttons are associated with specific trunk group access
codes and are used for placing outgoing calls on trunks in the selected trunk group. If
assigned to a button with a lamp, the lamp will be lit if all trunks in the trunk group are
in use.
Undefined Button: Any button can be left undefined if it will not be needed. It can be
programmed, like a user-programmable button, as described above. If the phone user or
programmer returns the phone to default values, the button will return to being “unde-
fined.”
Up Button: Not required for digital phones. When the phone is idle, the Up button can
be used for adjusting volume, in place of the Volume button. Digital phones use the
Volume button for scrolling forward through displays.
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®
Secondary Extension Appearances
The Secondary Extension Appearances feature allows calls ringing or on individual hold at one
“primary” phone to appear on a “secondary extension button” at another phone. For example, a
secretary or assistant can have a secondary extension button for a supervisor’s phone, or one
phone can have several secondary extension buttons, each associated with a different primary
phone. The primary phone and the secondary phone must reside on the same node.
A secondary extension button functions as follows:
•
•
When a call is ringing or holding on any Call button at the primary phone, pressing the
secondary extension button will allow you to answer the call. This action allows you to
answer recalls, transfers, callbacks, and hunt group calls.
If the secondary extension button is unlit, pressing the button places an intercom call to
the primary phone. If the button is flashing, an intercom call can still be placed without
#
answering the incoming call by pressing the pound ( ) button before the secondary
extension button, by pressing a Mini-DSS Unit button, or by manually dialing the pri-
mary phone’s extension number.
There are two programmable options that determine the type of call indications the phone user
will receive for calls on a secondary extension button:
•
Ring When n Calls at Extension: This programmable option allows the phone to
receive a burst of ringing when “n” number of calls are present at the associated pri-
mary phone. The ring signal will repeat periodically as long as “n” number of calls are
present at a primary phone. (This period is determined by the DKTS Secondary Exten-
sion Key Alerting Tone timer.) If “n” is set to 0, the secondary phone will never receive
the burst of ringing. This option is programmed individually for each secondary exten-
sion button, during keymap programming.
•
Transient Call Indication on Call Answer: This programmable endpoint flag deter-
mines whether the phone user will see a call display when answering a call by pressing
the secondary extension button or reverse-transferring the call. If enabled, the display
will tell if the call was ringing, recalling, transferred, or holding at the primary phone.
The secondary extension button can be located on an Inter-Tel phoneor on a Mini-DSS Unit.
There are two ways to make a secondary extension button:
•
Create a secondary extension button in the keymap and determine which endpoint it
will represent. This will be the same for all endpoints assigned to that keymap.
•
Set the default value of a user-programmable button to “secondary extension button” in
the keymap. This allows each phone user assigned to that keymap to determine the
associated endpoint for his or her secondary extension button. For button programming
User-programmable buttons cannot be made into secondary extension buttons by the phone
user; they can only be created in the database. Also, the phone user cannot change the button
into any other type of button (such as a Speed Dial or feature button), even though it is
assigned to a user-programmable button.
Any Inter-Tel phone button can be designated as a secondary extension button, but buttons
with lamps are recommended so that the secondary extension button can show call status. The
table on the next page shows the definition for each possible lamp flash rate.
The secondary extension button shows only calls that appear under the Call buttons at the pri-
mary phone. Any calls on individual trunk buttons at the primary phone are considered private
calls and will not appear on the secondary extension button.
Normally, the secondary extension button will not show intercom calls. However, if the pri-
mary phone does not have an IC button, intercom calls will appear under a Call button and,
therefore, will appear on the secondary extension button. If the primary phone is a single line
set, all calls will appear on the secondary extension button.
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After answering a call on the secondary extension button, the phone user can transfer it back to
the primary endpoint using one of the following methods:
•
Transfer to hold: To transfer the call to hold at the primary endpoint, press the second-
ary extension button, announce the call, if desired, and then hang up.
TRANSFER
•
Transfer to ring: To transfer a call to the primary endpoint, press the
button
and then the secondary extension button. You can announce the call, if desired, before
hanging up to complete the transfer.
Because the calls that appear on the secondary extension button are active only at the primary
endpoint, they will not follow call forwarding or system forwarding paths at the endpoint with
the secondary extension button.
Headsets
An electret headset can be connected to Inter-Tel Model 8600, 8620, and 8660 IP phones or to
Inter-Tel Model 8500, 8520, and 8560 digital phones. Pressing the Speaker button connects or
disconnects calls when the headset is attached.
Some headsets are equipped with a power-saver mode that disables the headset after a period
of silence. To prevent these headsets from missing portions of incoming calls, the “Headset
Connect Tone” endpoint flag must be enabled in DB Programming. Enabling this flag allows
the phone to generate a tone that activates the headset before connecting to an incoming call. In
the default state, the flag is disabled.
Models 8620 and 8660 IP phones and Models 8520 and 8560 digital phones are equipped with
headset jacks on the back. Plugging into the jack allows you to have the headset and the hand-
set connected at the same time. You must still, however, enable/disable the headset using the
Headset Mode feature code.
If enabled in DB Programming, the Send Alert Burst To Headset flag
sends a single tone to a headset, instead of normal phone ring tones, when
a call is ringing at the phone (nonhandsfree intercom call, outside call,
queue callback, or reminder message). The tone is sent only once, when
IMPORTANT the call is received, and does not repeat even if the call continues to ring
unanswered. It is intended as a “wake up” tone for headsets that have a
power-saving function that allows the endpoint to “sleep” if idle for a set
period. The flag is programmed on a endpoint-by-endpoint basis. By default
the flag is disabled.
Connecting a Headset
The following procedures describe how to connect a headset to an Inter-Tel phone.
To connect a headset to a Model 8620 or 8660 IP or a Model 8520 or 8560 digital phone:
1.
2.
Insert the headset plug into the vacant headset jack on the back of the phone.
While on-hook, enter the Headset On feature code (315) or the Headset On/Off feature
code (317). The display shows HEADSET MODE ON.
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To connect a headset to all other Inter-Tel phones:
1.
Remove the coiled handset cord from the base of the phone. Leave the handset in the
cradle.
2.
3.
Insert the headset plug into the vacant handset jack.
While on-hook, enter the Headset On feature code (315) or the Headset On/Off feature
code (317). The display shows HEADSET MODE ON.
Disconnecting a Headset
The following procedures describe how to disconnect a headset from an Inter-Tel phone.
To disconnect the headset from a Model 8620 or 8660 IP or a Model 8520 or 8560 digital
phone:
1.
2.
Unplug the headset cord from the back of the phone.
While on-hook, enter the Headset Off feature code (316) or the Headset On/Off feature
code (317). The display shows HEADSET MODE OFF.
To disconnect the headset from all other Inter-Tel phones:
1.
Unplug the headset cord from the base of the phone.
Plug the coiled handset cord into the base of the phone.
2.
3.
While on-hook, enter the Headset Off feature code (316) or the Headset On/Off feature
code (317). The display shows HEADSET MODE OFF.
Digital Endpoints
With the addition of Digital Expansion Interface (DEI) equipment and appropriate licensing,
the Inter-Tel 5000 Network Communications Solutions platform supports the following digital
phones and endpoints.
•
Hard Digital Phones
—
—
—
—
—
—
—
—
—
Model 8500
Model 8520, Two-Line Display
Model 8560, Six-Line Display
Associate
Standard
Executive
Professional
®
Axxess Basic
™
Eclipse Basic
•
•
•
•
Single-Line Adapter (SLA)
Single Line Phones
Modem Data Port Module (MDPM)
Personal Computer Data Port Module (PCDPM), audio only
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Inter-Tel Digital Phones
The following paragraphs describe the features supported by Inter-Tel endpoints.
Throughout this guide, the term “Inter-Tel endpoint” refers to full-feature endpoints/
NOTE phones manufactured and sold by Inter-Tel. The term does not apply to industry-
standard single line DTMF phones.
Display and Nondisplay Digital Phones
The following display and non-display digital phones have a built-in speaker and microphone
that allow the user to answer intercom calls handsfree, dial while on-hook, monitor calls, and
listen to background music.
•
•
•
•
•
•
•
Models 8500, 8520, and 8560
Executive Display
Professional Display
Standard Display
Associate Display
Axxess Basic Digital
Eclipse Basic Digital
These phones can be programmed in individual endpoint programming to be allowed to use
system resources for standard and enhanced speakerphones. Enhanced mode allows for full-
duplex operation over a limited volume range (the range depends on trunk characteristics, typi-
cally the range is 1-3). Enhanced speakerphones are explained below.
If a user presses the Speaker button while on-hook, the standard switched speakerphone func-
tion is activated and the speakerphone resource is assigned to that endpoint for the length of
the call. If a user requests the speakerphone function when speakerphone resources are not
available, the user will hear reorder tones, and the display will show NO SPKRPHN AVAIL
STAY OFF HOOK.
If the user attempts to change to the speakerphone and hangs up during a call when speaker-
phones are unavailable, the user will be forced into a monitor-only mode. The user will be able
to hear the other party but will not be allowed to transmit to them. In this mode, the user’s
MUTE
button will be lit, and the display shows NO SPKRPHN AVAIL COME OFF HOOK.
MUTE
Pressing the lit
button will result in a burst of reorder tone; lift the handset to speak.
On certain handsfree-to-handsfree intercom calls, voice volume levels may cause
feedback to occur. If this happens; one station user should pick up the handset.
Two display phones cannot be in enhanced mode while on a call together; one
phone must be off-hook to allow the other phone to enter enhanced speakerphone
mode. If both phones are on-hook, there is no benefit to having one phone in
enhanced mode.
NOTE
Executive and Professional Display Speakerphones
Each Executive and Professional Display phone has a built-in, integrated speakerphone that
allows on-hook dialing and handsfree operation on outside calls and inside (intercom) calls.
The speakerphone can be used in standard mode or in enhanced mode which allows for full-
duplex operation over a limited volume range (the range depends on trunk characteristics, typi-
cally the range is 1-3). Enhanced speakerphones are explained on the following page.
The Executive and Professional Display phone’s speakers can also provide background music
if an external music source is installed and the speaker is used to receive pages.
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A programming option can be used to disable the phone’s speakerphone capabilities. Or, the
user can disable the speakerphone for intercom calls using the Handsfree On/Off and/or Ring
Intercom Always On/Off feature code.
On certain handsfree-to-handsfree intercom calls, voice volume levels may cause
feedback to occur. If this happens, one station user should pick up the handset.
Two display phones cannot be in enhanced mode while on a call together; one
phone must be off-hook to allow the other phone to enter enhanced speakerphone
NOTE
mode. If both phones are on-hook, there is no benefit to having one phone in
enhanced mode.
Enhanced Speakerphones for Digital Phones
The following display and nondisplay digital phones have enhanced speakerphone capabilities:
•
•
•
Model 8500, 8520, and 8560
Executive, Professional, Standard, and Associate Display
Axxess and Eclipse Basic Digital
To use an enhanced speakerphone on a digital phone, the user establishes a call and presses
(the Special button) and then the Speaker button (or presses and enters the
∞
∞
Enhanced Speakerphone feature code, 310). There will be about one second of white noise at
this point. Both parties should avoid speaking during this white noise, which is used to cali-
brate echo-canceling circuitry. After the white noise, there will be a confirmation tone that both
parties will hear (except for Executive Display and Professional Display phone users who will
hear the tone, but the other party will not). Then the user will be connected in an enhanced
handsfree call. If the speakerphone cannot be calibrated correctly due to trunk conditions, the
enhanced speakerphone will not be enabled and the display will show CANNOT ENABLE
ENHANCED MODE.
It is normal for an outside party to hear a minimal amount of his or her own echo
when speaking to a digital phone in enhanced speakerphone mode. This is usually
acceptable to most callers on local calls and on most long-distance calls. However,
NOTE on some T1 and long-distance calls involving significant delays (for example,
cross-country T1 calls, overseas calls or calls via satellite), the amount of echo
may be objectionable, and the enhanced speakerphone mode should not be used
on these types of long-distance calls.
If an enhanced speakerphone call is placed on hold and then taken off hold on an Executive or
Professional Display phone, it remains an enhanced speakerphone call. For all other digital
phones, if the call is placed on hold, the call is returned to standard speakerphone mode.
A station can only have one enhanced speakerphone call. For example, if an Executive or Pro-
fessional Display phone user makes an enhanced speakerphone call, puts it on hold, and estab-
lishes another enhanced speakerphone call, the first call will be turned back into a standard
speakerphone call.
A digital phone user can set up a conference and then, once it is established, presses the
(Special button) and Speaker (or presses
feature code, 310) to have an enhanced speakerphone call in the conference.
and enter the Enhanced Speakerphone
∞
∞
Page 103
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Digital Phone Flashing Light Indicators
The following table summarizes digital phone LED flash rates in interruptions per minute
(IPM)..
Table 16. Inter-Tel Digital Phone LED Flash Rates
STEADY
0 IPM
SLOW
30 IPM
MEDIUM
120 IPM
FAST
240 IPM
FLUTTER
60/960 IPM
Call
is
Call is recall-
ing from hold
or transfer.
(Green
Call
or
Call is on
hold. (Green
LED*)
active at
your sta-
tion. (Green
LED*)
queue call-
back is ring-
ing in or
camped on
(waiting).
(Green
CALL
LED*)
LED*)
Conference
Conference
is recalling
your station.
(Green
A
confer-
is
in
ence party
is on confer-
ence wait
hold. (Green
LED*)
progress.
(Green
LED*)
CNF
LED*)
Your sta-
tion is in
Do-Not-
Disturb.
(Red LED)
DND
FWD
Calls are
being for-
warded.
(Red LED)
All stations
Hunt group
has a call
camped on.
(Red LED)
in
Hunt
HUNT
GROUP
Group are
unavail-
able. (Red
LED)
Intercom
call is in
progress.
(Green
Recalling
intercom call
is camped
on. (Green
LED*)
Intercom
call
camped on
(waiting).
(Green
Intercom
call is on
hold. (Green
LED*)
is
IC
LED*)
LED*)
Station is in
alphanu-
meric
Message is
waiting. (Red
LED)
MSG
mode.
(Red LED)
Micro-
phone is
muted.
MUTE
(Red LED)
Page 104
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Table 16. Inter-Tel Digital Phone LED Flash Rates(Continued)
STEADY
0 IPM
SLOW
30 IPM
MEDIUM
120 IPM
FAST
240 IPM
FLUTTER
60/960 IPM
Speaker-
phone is on
or ready for
use. Or,
SPEAKER station pro-
gramming
is
in
progress.
(Red LED)
Station is
Station is in
Do-Not-Dis-
turb. (Red
LED)
Station has
a call ring-
ing in. (Red
LED)
Continuous
flutter indi-
cates that
the station
was left off-
hook. (Red
LED)
busy
or
SPEED
DIAL OR
MINI-DSS
unplugged.
(Red LED)
Trunk is in
use at an-
other sta-
tion, in a
confer-
Trunk is in
use at your
station.
(Green
Trunk
recalling
from hold or
transfer.
(Red LED)
is
Trunk
is
Trunk is on
hold. (Red
LED if on
another sta-
tion or green
if at your
station)*
ringing in or
camped on
(waiting).
(Red LED if
on another
station or
green if at
your sta-
tion*)
LED*)
ence
at
your sta-
tion, or is
unplugged.
(Red LED)
TRUNK
Or,
busy
trunk queue
callback to
your station
(Green
LED*).
*The LED changing color condition only applies to Inter-Tel digital phones equipped with
LEDs that can light red or green in accordance with the way the buttons are programmed.
Red and Green LEDs
Inter-Tel Models 8500, 8520, and 8560 digital phones; Executive, Professional, Standard, and
Associate Display phones; and, Basic Digital phones have red and green LEDs in the button
lamps. When both colors are used, a green lamp generally indicates that the call is active, ring-
ing, or holding at a station. (see below for a possible exception for direct ring-in calls). When
the lamp is red, the call is active, ringing, or holding at another station. Trunk access, allowed-
answer permission, and the feature being used (for example, System Hold or Call Transfer)
determine whether you can pick up a (red) call from another station.
Two system-wide database programming options control these LEDs.
•
Allow Green LEDs: This flag gives the installer the option of having all red/green
phones and red-only phones operate the same, or allowing the red/green phones to use
the green LEDs. If this flag is enabled, the dual-color phones will use both the red and
green LEDs. If it is disabled, the phones will operate in red-only mode, like the phones
without green LEDs. In the default state, the flag is disabled.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
Use Green LEDs for Direct Ring: This flag determines whether direct ring-in calls
cause a red or green lamp. If the flag is enabled, direct ring-in calls to your station will
be green. If disabled, all direct ring-in calls will cause the LED to be red. In the default
state, this flag is enabled.
The Allow Green LEDs flag in Database Programming must
IMPORTANT
be enabled. Not applicable for programming multi-protocol IP
phones.
Digital Phone Data Port Modules
As described in the following paragraphs, two types of Data Port Modules that can be con-
nected to Inter-Tel digital Models 8520 and 8560, Executive Display, Professional Display,
Standard Display, and Associate Display phones.
Personal Computer Data Port Module
The optional Personal Computer Data Port Module (PCDPM) can be installed on Standard,
Associate, Executive, and Professional Display phones or on Models 8520 or 8560 phones to
gain Off-Hook Voice Announce (OVHA) receive capability or to install an optional Modem
Data Port Module (MDPM).
When used in conjunction with the Inter-Tel 5000 DEI product, the PCDPM supports
audio only with v1.1 software. In this version of software, the serial port is not func-
tional on the PCDPM, and it does not transmit data, even though the name of the
NOTE
device suggests that it does.
Modem Data Port Module
The optional Modem Data Port Module (MDPM) can be installed on Standard Display, Execu-
tive Display, Model 8520, or Model 8560 phones for attaching a modem-equipped data device
or a single line phone. The MDPM requires a PCDPM.
The Model 8416 Mini-DSS connects to Model 8520 or Model 8560 digital phones without
PCDPM and MDPM devices.
Single Line Endpoints
Industry-standard, single-line DTMF sets can be installed on the system and/or used as an off-
premises extension (OPX). On-premises single line circuits can be used for installing AC-ring-
ing single line phones, playback devices, and other single line devices.
The single-line sets are connected to Single Line Adapter (SLA) circuits, which are in turn
connected to available DEM-16 circuits. Off-premises stations can be connected to SLAs or
T1/E1/PRI modules.
•
Each SLA can support any combination of up to two single line endpoint or DID
devices.
•
T1/E1/PRI module circuits can be used for installing off-premises single line stations.
Types of Single Line Endpoints
Industry-standard, single line endpoints can be installed on the system and/or used as an off-
premises extension (OPX). An on-premises single line endpoint can be an AC-ringing single
line phone, a playback device, and other single line device.
Single line dual-tone multifrequency (DTMF) phone users gain access to system features by
hookflashing (pressing and releasing the hookswitch quickly) and entering feature codes.
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®
Off Premises Extensions (OPX)
Off premises extensions are remote single line DTMF endpoints connected to the Inter-Tel sys-
tem through telephone company OPX circuits (or customer-provided circuits).
OPX phone users gain access to the features by hookflashing/recalling (pressing and releasing
the hookswitch quickly) and entering feature codes.
Some telephone company OPX networks do not recognize certain single line phone ring
cadences used in the system. This incompatibility results in an inability to provide certain ring
signals to OPX phones. Because of this, the system is equipped with an endpoint option known
as Extended Ring Cadences, which allows the ring cadences be altered for individual single
line circuits.
Extended Ring Cadences
Table 17 shows the different standard and extended ring cadences for the various types of sin-
gle line endpoints used on the Inter-Tel telephone system in the United States.
Table 17. Ring Cadences for Single Line Endpoints
SINGLE LINE ENDPOINT
CADENCE TYPE
DESCRIPTION
Single line phone con-
nected to IP SLA, SLA,
or T1 OPX
Standard IC Ring
A repeating 2-sec cadence that rings twice.
Each ring lasts 200 ms and is separated
from the next ring by 400 ms of silence. The
remaining 1.2 sec is silent.
Extended IC Ring
A repeating 6-sec cadence that rings twice.
Each ring lasts 800 ms and is separated
from the next ring by 400 ms of silence. The
remaining 4 sec are silent
Standard CO Ring
A repeating 6-sec cadence that rings once
for 2 sec followed by 4 seconds of silence.
Extended CO Ring
Standard IC Ring
Same as Standard CO Ring cadence.
Model 8560, Model
8520, Professional,
Executive, Standard
and
This cadence has two 250 ms rings every 2
sec.
Associate MDPM
Extended IC Ring
Standard CO Ring
Extended CO Ring
A repeating 3-sec cadence that rings once
for 1 sec followed by 2 sec of silence.
A repeating 6-sec cadence that rings once
for 2 sec followed by 4 sec of silence.
A repeating 6-sec cadence that rings once
for 4 sec followed by 2 sec of silence.
Single Line Caller ID
When a single line endpoint receives an incoming call, if the system has adequate Caller ID
resources, the single line endpoint displays the username and IC extension of the calling party.
This feature allows the single line endpoint to use the Caller ID information to perform certain
functions.
This feature is supported by single line endpoints, including endpoints and fax machines con-
nected to an IP SLA or SLA single line port. The single line endpoint connected to the single
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
line port must support Caller ID or Calling Line Identity Presentation (CLIP) as defined by
current industry-standard specifications.
Some third-party device documents claim to support Caller ID, but in fact do not.
Because an extension is shorter than a 10-digit number that the device would nor-
mally receive, the device may not be capable of receiving the Caller ID informa-
tion. Also, some third-party devices may display the extension in a telephone
NOTE
number format rather than as an extension number. For example, an extension of
11023 may appear as “110-23,” or “- 1-1023,” etc.
Optional System Equipment
The following optional equipment can be purchased and installed with the Inter-Tel system.
Complete specifications and installation instructions are provided in the Inter-Tel CS-5200/
5400 Installation and Maintenance Manual, part no. 580.8001.
Voice Processing: Depending on the selected voice processing option, provides multiport inte-
grated voice processing features (e.g., Voice Mail, Automated Attendant, Hunt Group
announcement and overflow, SMDR storage, Record-A-Call, etc.) Inter-Tel supports three
types of voice processing systems. For more information about voice processing systems and
Attendant Console: Allows Attendants to use their personal computers (PC) to answer and
manage incoming call traffic. It is primarily designed for use by Attendants of larger system-
sthose systems with so many stations that using Mini-DSS Units is not practical. However, due
to its enhanced functionality, including electronic text messaging and directory dialing, the
Attendant Console is an attractive option for smaller systems as well.
External music sources: External music sources (radios, tape players, etc.) can be connected
to the system to provide music-on-hold and background music.
External paging speaker equipment: An amplifier and speakers can be connected to the sys-
tem to provide external paging and background music to large areas, such as warehouses, load-
ing docks, etc.
Mini-DSS (Model 8416): The IP Model 8660 and digital Model 8560 support the Mini-Direct
Station Select (Mini-DSS) Unit, which provides 16 programmable buttons that allow the user,
typically an attendant, to monitor up to 16 extensions. The unit attaches directly to the Model
8660 phone and does not require any peripheral equipment.
SMDR and error message recording output devices: Output devices can be connected by IP
socket only to record the data generated by the Station Message Detail Recording (SMDR) and
error message recording features. The Inter-Tel 5000 v1.1 does not support serial communica-
tion.
Surge/spike protector: A surge/spike protector should be installed to reduce the effects of AC
voltage surges and spikes that may cause system malfunctions, false logic, and/or damage to
the electronic components.
Facsimile (fax) machine: A fax machine may be connected and programmed to a single line
port built into the chassis or connected with an IP-SLA or SLA port.
Off-premises stations: Single line DTMF phones can be connected to the system at a remote
location. The connection is made through a telephone company OPX trunk.
Playback devices: A playback device such as an answering machine can be used in place of
the voice processing system interface to help process calls. The device answers a call, plays a
message, then disconnects from the call or transfers it to a Hunt Group to allow the caller
access to other system resources.
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®
Additional Information and Troubleshooting
For additional information about multi-protocol endpoints not covered in this guide, refer to
the Multi-Protocol Endpoints: Supported Features, Buttons, and LED Indications document,
part no. 835.2840. For detailed troubleshooting information, including troubleshooting tables
for SIP and IP endpoints, refer to the latest version of the Inter-Tel CS-5200/5400 Communica-
tion Servers Installation and Maintenance Manual, part no. 580.8001.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
System Features
CONTENTS
PAGE
Message Lamp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Speaker Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Trunk Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Diagnostics Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Network and Local Primary Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
One-Attendant or Multiple-Attendant Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Hunt Groups and Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Hunt Group Remove/Replace and Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
UCD Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
UCD Hunt Group Priority List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Station Monitor Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
ACD Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
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CONTENTS
PAGE
Wrap-Up Mode for Holding ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Database Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Operational Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Caller ID, DNIS, and ANI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Answer Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Toll Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Ten Emergency Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Using DISA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Volume Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
“Transient Call Indication On Call Answer” Endpoint Flag. . . . . . . . . . . . . . . . . . . . . . . . 168
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CONTENTS
PAGE
User-Programmable Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Endpoints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Language Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Voice Processing System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Handsfree Enable/Disable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Endpoint-To-Endpoint Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Intercom Camp On and Queue Callback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Silent Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Canceling a Message Waiting Indication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Alternate Message Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Off-Hook Voice Announce (OHVA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Receiving Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
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CONTENTS
PAGE
On-Hook Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Group Listen Feature. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Microphone Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Transfers and Outside Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Transfer-to-Connect Endpoint Flag. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Transfer to Ring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Transfer Recalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Add Parties to a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Agent Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
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CONTENTS
PAGE
Manual Forwarding to Public Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Forward to the Message Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Forward to Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Dialing System Speed Dial Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
House Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Do-Not-Disturb Override. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Endpoint Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CONTENTS
PAGE
Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Record Keeping and Maintenance Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
System Error/Message Print . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Customized System Programming Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Responding to the Audio Diagnostics Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Introduction
The Inter-Tel 5000 Network Communications Solutions platform provides many user-friendly
features. To describe the system features, this chapter has been divided into the following sec-
tions:
•
•
•
Access to the Features: This section contains a list of the feature codes and their defi-
nitions.
System Organization: This section describes possible administrator assignments,
Attendant arrangements, and hunt groups (including UCD and ACD hunt groups).
Trunk Features: This section explains the trunk functions and programmable features,
including: dual-tone multi-frequency (DTMF) or dial-pulse signaling; types of trunks
(loop start, T1/E1/PRI); Caller ID, DNIS, and ANI; trunk groups; outgoing access,
allowed-answer, and ring-in assignments; call routing tables; day and night modes of
operation; automatic route selection (ARS); trunk and toll restriction; area/office code
number plans; emergency calls; and direct inward system access (DISA).
•
Endpoints: This section describes the endpoints supported by the system. Available
endpoints include IP phones operating in Inter-Tel Protocol (ITP) mode, IP Single-Line
Adapters (IP SLA), SIP phones, digital phones, and Mini-DSS (Direct Station Selec-
tion) Units, and single line endpoints such as single line phones, answering machines,
and fax machines.
•
•
Intercom, Outside, and General Call Processing Features: Several sections explain
the use of the endpoint features that are available to all endpoint users, including inter-
com call features, outside call features, and general call processing features.
Attendant Features: This section explains the special Attendant-only features and use
of the Mini-DSS Unit.
•
•
Administrator Features: This section explains the special Administrator-only features.
Record Keeping and Maintenance Features: For record keeping purposes, the system
offers station message detail recording (SMDR). A system error reporting feature pro-
vides self-diagnostic information to make the system easier to service.
Access to the Features
Inter-Tel endpoints have feature buttons that allow one-button dialing of feature codes. Infor-
mation is programmed in the database to determine the arrangement of the feature buttons and
their default values. If desired, some of the endpoint feature buttons can be designated as user-
Special Button and Hookflash
Depending on the feature and system programming, users can either enter feature codes imme-
diately after lifting the handset or while on-hook, or they must signal the system before enter-
ing the feature code. Inter-Tel endpoint users signal the system by pressing the Special button
(which is represented by
on the endpoint). Single line DTMF endpoint users perform a
∞
hookflash (press and release the hookswitch quickly). If the user does not enter a code or begin
dialing before the Dial Initiation timer expires, the system sends reorder tones.
Message Lamp
Inter-Tel IP endpoints have a Message Lamp located on the upper, right-hand corner. This lamp
is programmable and is defaulted to the Message feature code (365). If you change the feature
code associated with this lamp, it flashes when the feature is active. For example, if you pro-
gram the lamp for Individual Hold (336), the lamp flashes when a call is held at the endpoint.
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Speaker Buttons
On all Inter-Tel endpoints (except the Model 8000 Series endpoints) handsfree mode is con-
SPKR
trolled by a Speaker (
) button. On the Model 8600, 8620, 8660, or 8662 endpoint, an
illustration of a speaker ( ) represents the Speaker button.
Hold Buttons
On all Inter-Tel endpoints (except the Model 8000 Series endpoints) the Hold feature is con-
HOLD
trolled by a Hold (
) button. On Models 8600, 8620/8622, 8660, or 8662 endpoints, the
international hold illustration ( ) represents the Hold button.
Dialpad “Hot” Buttons vs. “SPCL Key Required for Feature Code Entry” Flag
Unless programmed to use the Special button when entering a feature code, all Inter-Tel end-
points have dialpad “hot” buttons that allow dialing of feature codes, extension numbers, and
trunk access codes without pressing the Special button or lifting the handset. As soon as a dial-
pad digit is pressed, the digit is recognized by the system.
There is a system-wide option called “SPCL Key Required for Feature Code Entry” that, if
enabled, requires Inter-Tel endpoint users to always press the Special button before entering a
feature code.
Regardless of programming, if an Inter-Tel endpoint user presses the Special button while on-
hook, the display shows ENTER FEATURE CODE, and the Executive Display, Professional
Display, or Model 8560 endpoint menu shows a list of feature codes. The user can enter the
desired code or press a menu button.
Feature Codes
Each of the endpoint features is assigned a feature code. Using the endpoint’s dialpad, these
codes are entered to select trunks, process calls, and use special features. Complete explana-
tions of the features and instructions for using them begin on the next page.
The codes shown on the following pages are the values that are assigned when the system is in
the default state. If desired, they can be changed in Database Programming to any one- to five-
digit value.
NOTE Changing a feature code may affect the accessibility of other features.
Page 118
Speaker Buttons
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Trunk Access Codes
These feature codes are used for selecting trunks when placing outgoing calls.
Table 18. Trunk Access Codes
CODE
US/EUROPE
FEATURE NAME
DEFINITION
Automatic Route Selection
(ARS)
92000*
Allows the system to select the desired route for
placing a call, as programmed in the database.
Trunk Group Access 1–208
92001–
92208*
Selects an available trunk from a programmed
group of trunks for placing an outside call.
Emergency Call
911/
999 or as
Entering this feature code selects an outgoing
trunk and automatically dials the programmed
applicable Emergency Call number, which is routed by
default out Trunk Group 1.
CAUTION: IP and SIP endpoints at remote sites
require gateway trunks, gateways, and appropri-
ate programming to reach their local emergency
responders.
Outgoing Call
8
Selects an outgoing trunk according to the pro-
grammed outgoing access mode for that end-
point. Inter-Tel endpoints use the OUTGOING
button or a Call button.
Endpoint Feature Codes
The following pages list the general feature codes. When a default feature button can be used
listing of the default endpoint feature buttons.
Table 19. Endpoint Feature Code Definitions
FEATURE NAME
CODE
DEFINITION
Account Code – All Calls Follow-
ing
391
Allows the endpoint user to enter a forced or
optional account code that will apply to all
calls following the entry of this feature code
and will appear in the SMDR. To disable the
All Calls Following feature, the feature code is
entered again without an account code.
Account Code – Optional
390
Allows the endpoint user to enter an optional
account code for SMDR reports during an out-
side call.
ACD Agent Login
ACD Agent Logout
ACD Agent Login/Logout Toggle
326
327
328
These feature codes allow an ACD hunt group
member (agent) to log into and out of the ACD
hunt group(s). The agent will only receive calls
through the ACD hunt group(s) while logged
in.
ACD Agent Wrap-Up Terminate
329
When an ACD agent completes a call, no
other ACD hunt group call will ring at the end-
point until the ACD Wrap-Up Timer expires or
the agent enters this feature code to terminate
the wrap-up session.
Page 119
Trunk Access Codes
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Table 19. Endpoint Feature Code Definitions(Continued)
FEATURE NAME
CODE
DEFINITION
Agent Help
375
The Agent Help feature allows a endpoint user
to request help from a designated “Agent Help
Extension” during a two- or three-party call.
Agent Help Reject
376
351
When a request-for-help call rings, the Agent
Help Extension can choose to join the call or
enter this feature code to reject the request.
Answer (Ringing Call)
Answers the call that has been ringing or
holding the longest at that endpoint. Refer to
points use the ANSWER button.)
Audio Diagnostics
320
360
When initiated, users are prompted to answer
questions about the audio problems by press-
ing specific keypad buttons.
Automatic CO Access On/Off
(Not used on single line endpoints) Allows the
endpoint user to determine how ringing out-
side calls will be answered: simply by lifting
the handset or pressing the Speaker button
(automatic answer), or by lifting the handset or
pressing the Speaker button and pressing a
Call button, individual trunk button or the
ANSWER button.
Automatic IC Access On/Off
Automatic Trunk Answer
Background Music On/Off
361
350
313
(Not used on single line endpoints) Allows the
endpoint user to determine how ringing inter-
com calls will be answered: simply by lifting
the handset (automatic answer), or by lifting
the handset and pressing the IC button (or a
Call button, if there is no IC button).
Using this feature code, endpoint users with
allowed answer can pick up trunks that are
ringing into the system, but that are not actu-
ally ringing at their endpoints. This feature
does not pick up transferred calls or recalls
that are ringing at the endpoint.
(Not used on single line endpoints) Turns on
and off background music heard through the
endpoint speaker.
Barge-In
386
355
Allows the supervisor to barge-in on a call to
help the hunt group member/agent.
Call Forward All Calls
Immediately forwards all calls to another end-
point or to an outside endpoint number. (Inter-
Tel endpoints use the FWD button.)
Call Forward If Busy
357
356
Immediately forwards all calls to another end-
point or to an outside endpoint number when
the endpoint is in use.
Call Forward If No Answer
Forwards all calls to another endpoint or to an
outside endpoint number if not answered
within a predetermined time.
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Table 19. Endpoint Feature Code Definitions(Continued)
FEATURE NAME
CODE
DEFINITION
Call Forward If No Answer/Busy
358
Forwards all calls to another endpoint or to an
outside endpoint number if not answered
within a predetermined amount of time, or
immediately if the endpoint is in use.
Change Language
301
An endpoint user can change the assigned
language for the endpoint by entering the
Change Language feature code while the end-
point is idle.
CO Hookflash
Conference
330
5
Sends a timed hookflash over the trunk while
on an outside call (includes conference calls).
Connects from three to four parties in a con-
ference. A conference consists of any combi-
nation of inside and outside parties. (Inter-Tel
endpoints use the CNF button.)
Data
340
394
(Not used on single line endpoints) Allows
operation of a data device attached to an end-
point that has a PC Data Port Module and a
Modem Data Port Module (also requires a
modem-equipped data device).
Default Endpoint
This single feature code cancels account
codes for all calls following, Do-Not-Disturb,
manual call forwarding, background music,
ring intercom always, and queue requests;
restores handsfree mode, pages, hunt group
calls, and system forwarding; and returns end-
point volumes to default values.
Directories
307
379
(Display endpoints Only) Allows display end-
point users to search for extension numbers
or System Speed Dial numbers. The number
can then be dialed, if desired.
Display Outside Party Name On/
Off
(Display endpoints Only) When the endpoint
user enters this feature code, while connected
to a CO call that has outside party name infor-
mation, the display will toggle between the
caller’s name and number. If there is no out-
side party name or the Expanded CO Call
Information On Displays flag is disabled, the
user will hear a burst of reorder tone and see
the CANNOT ACCESS FEATURE display. If
the Display Outside Party Name On/Off fea-
ture code is programmed in a user program-
mable button with a lamp, the lamp will be lit
when the outside party name is enabled and
off when the outside party number is enabled.
Display Time/Date (ITP)
Show IP Address (SIP)
300
(Display endpoints Only) Temporarily displays
the system date and time, username, and
extension number during a call or when other
displays are shown.
Feature code 300 displays the IP Address of
an endpoint if it is in SIP mode.
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Table 19. Endpoint Feature Code Definitions(Continued)
FEATURE NAME
CODE
DEFINITION
Do-Not-Disturb
Do-Not-Disturb Cancel
Do-Not-Disturb On/Off
370
371
372
The Do-Not-Disturb feature code halts all
intercom calls, transferred calls, and pages to
the endpoint. The Cancel code returns the
endpoint to normal operation. The on/off code
can be used to turn Do-Not-Disturb on or off.
(Inter-Tel endpoints use the DND button.)
Do-Not-Disturb Override
373
310
(Not used on single line endpoints) If enabled
in the database, allows the endpoint user to
break through another endpoint’s Do-Not-Dis-
turb mode when placing an intercom call
Enhanced Speakerphone Enable
(Digital endpoints only) When entered at a
digital phone, this feature code enables the
enhanced speakerphone as described in “Dis-
page 102. Digital endpoints can also use the
Special button + Speaker buttons.
Feature Key Default
395
(Not used on single line endpoints) endpoints
have user-programmable feature buttons that
can be set to enter feature codes. This code
returns the user-programmable buttons to the
database default values.
Group Listen
312
319
(Not used on single line endpoints) Allows a
user to transmit a conversation over the end-
point speaker while in handset or headset
mode
Handsfree On/Off
(Not used on single line endpoints) Disables/
enables the endpoint’s handsfree intercom
answering. Incoming intercom calls ring as pri-
vate calls if handsfree answering is disabled.
Headset Enable
Headset Disable
Headset On/Off
315
316
317
(Not used on single line endpoints) The
enable code signals the system that a headset
has been connected to the endpoint. The dis-
able code returns the endpoint to normal oper-
ation. The on/off feature code can be used to
toggle the feature on or off.
Hold – Individual
Hold – System
336
335
Places a call on hold so that it can be picked
up directly at that endpoint or through a
reverse transfer from any other endpoint.
(Inter-Tel endpoints use the HOLD button.)
Places an outside call on system hold. It can
be picked up directly at any endpoint that has
an individual trunk button and has allowed-
answer and/or outgoing access for that trunk,
or by the endpoint that placed it on hold. (If
used on conference or intercom calls, the sys-
tem places the call on individual hold.)
Hunt Group Remove
Hunt Group Replace
Hunt Group Remove/Replace
322
323
324
Removes the endpoint from its assigned hunt
group(s) or places it in again. Does not affect
non-hunt group calls. The remove/replace fea-
ture code can be used to toggle the feature.
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Table 19. Endpoint Feature Code Definitions(Continued)
FEATURE NAME
CODE
DEFINITION
LCD Contrast Adjustment
303
(Model 8620/8622, 8660, or 8662) Adjusts the
LCD contrast on the display. The endpoint
must be idle to use this feature.
Message
365
This feature code is used for leaving and
retrieving a message waiting indication at a
called endpoint or the called endpoint’s mes-
sage center. Depending on how the message
was left, the called endpoint user either
retrieves the message from his/her message
center or from the endpoint that left the mes-
sage. (Inter-Tel endpoints use the MSG but-
ton.)
Message – Cancel
366
368
Allows the endpoint user to cancel a message
waiting indication that he or she left at another
endpoint.
Message – Cancel Current
Cancels a message waiting indication that is
waiting at the endpoint without requiring the
user to respond to it. (Inter-Tel endpoints can
use the asterisk [*] button while viewing the
message.)
Message – Silent
Mute On/Off
367
314
Leaves a Message Waiting indication at a
endpoint without first placing an intercom call.
(Not used on single line endpoints) Turns the
microphone on or off during a call. If muted,
the endpoint user can hear the other party, but
the party cannot hear the endpoint user.
(Inter-Tel endpoints can also use the MUTE
button.)
Page
7
When followed by a paging zone code (0–9 or
0–49), it allows announcements to be made
through endpoint speakers and any external
paging speakers in the page zone.
Page On/Off
325
397
(Not used on single line endpoints) Halts
pages through the endpoint speaker or allows
them to be received again.
Program Buttons
(Not used on single line endpoints) User-pro-
grammable feature buttons and Station Speed
Dial buttons can be programmed using this
feature code.
Program Endpoint Password
392
The endpoint password is used for the
Remote Programming feature. The password
can be changed by entering the Program End-
point Password feature code at the endpoint
or when using the Remote Programming fea-
ture.
Queue Request
6
Requests (or cancels) an automatic callback
when a busy trunk or endpoint becomes avail-
able.
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Table 19. Endpoint Feature Code Definitions(Continued)
FEATURE NAME
CODE
DEFINITION
Record-A-Call
385
If the system is programmed with a Record-A-
Call application, the endpoints can be pro-
grammed to use the Record-A-Call feature. It
allows users to enter a feature code whenever
they want to record an ongoing call in their
designated Record-A-Call mailbox. Users can
retrieve the recorded messages later, just as
they would any other mailbox messages.
Redial
380
331
Redials the last outside phone number dialed
or saved at the endpoint (up to 48 digits). Also
used to save numbers at endpoints pro-
grammed for last number saved. (Inter-Tel
endpoints use the REDIAL button.)
Redirect Call
This feature allows the endpoint user to route
ringing outside, intercom, and camped on
calls to another endpoint, hunt group, or out-
side number. Routing of the redirected call is
still subject to trunk and toll restrictions. This
feature provides these options in addition to
the currently available options which allow the
endpoint user to redirect calls to Voice Mail or
Do-Not-Disturb. The Redirect Ringing Call fea-
ture does not require any premium features.
Reminder Message
Reminder Message Cancel
305
306
(Not used on single line endpoints) The end-
point user can set reminder messages that
signal the endpoint at specific times. Or, the
user can cancel all reminder messages for the
endpoint.
Remote Programming
359
Allows a user to place an endpoint in DND
mode, forward the endpoint’s calls, or change
the password; either from another endpoint or
through DISA.
Reverse Transfer (Call Pick-Up)
Review Keys
4
Picks up a call ringing or holding at an end-
point or hunt group
396
(Not used on single line endpoints) User-pro-
grammable feature buttons and Station Speed
Dial buttons can be viewed using this feature
code.
Ring Intercom Always On/Off
Ring Tone Selection
Routing Off
377
398
304
Enables/disables the feature that allows the
endpoint to always place private (non-hands-
free) intercom calls.
(Not used on single line endpoints) Selects
the type of ringing alert tone that will be heard
from the endpoint.
Disables System OAI Offering Control for
third-party applications. This feature requires
you to enter a password. Once you disable
routing, you cannot enable it again (i.e., only
the third-party application can enable routing).
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 19. Endpoint Feature Code Definitions(Continued)
FEATURE NAME
Station Monitor
CODE
DEFINITION
321
(Hunt Group supervisors only) Allows a desig-
nated hunt group supervisor to monitor a call
of anyone in the associated hunt group.
Station Speed Dial
Station Speed Dial Programming
382
383
Dials/programs one of the 10 Station Speed
Dial numbers when followed by a location
code (0–9). Inter-Tel endpoints use the Station
Speed Dial button plus a location code for pro-
gramming and dialing, or they can program
Speed Dial buttons for one-button dialing.
Steal
387
399
Allows the supervisor to take away a call from
the hunt group member/agent.
Switch Keymap
(Not used on single line endpoints) This
allows an endpoint user to switch between
standard and alternate keymaps.
System Forward Enable
System Forward Disable
System Forward On/Off
352
353
354
Enables or disables the database-pro-
grammed System Forwarding feature for this
endpoint. The on/off feature code can be used
to toggle the feature on or off.
System Speed Dial
381
Dials one of the 1000 System Speed Dial
phone numbers when followed by a location
code (000–999). Also used for reviewing Sys-
tem Speed Dial numbers.
Transfer to Hold
Transfer to Ring
346
345
Transfers a call to another endpoint and
places it on individual hold so that it does not
ring or send call waiting signals until it recalls.
Transfers a call to another endpoint or to an
outside phone number.
Administrator Feature Codes
The following feature codes may be used only at designated Administrator endpoints. Non-
Administrator endpoint users hear reorder tones if they attempt to use these feature codes.
Table 20. Administrator Feature Code Definitions
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Clear Network Alarm
9851
Clears network-wide alarms on every node
in the network, but will not affect system
alarms. The Clear Network Alarm feature
code may be entered on any node in the
network, but the Send Network Alarms flag
must be set for the administrator to clear
alarms on other nodes in the network.
Clear System Alarm
9850
Clears all local and network-wide system
alarm displays on your node.
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Table 20. Administrator Feature Code Definitions(Continued)
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Diagnostics On/Off
9900/9100
Enables or disables system diagnostics
mode to perform diagnostics functions such
as freezing/unfreezing the database, print-
ing message logs, and seizing a device for
troubleshooting purposes.
NOTE: Because diagnostics mode affects
system performance, it is recommended that
you run the diagnostics program when the
system is idle.
Enable Network Day
Enable Network Night
Modem Disable
9862
9861
9867
9866
9869
Places any or all remote nodes into day
mode (you are prompted for the node num-
ber).
Places any or all remote nodes into night
mode (you are prompted for the node num-
ber).
Disables the internal modem; used in con-
junction with the assigned extension num-
ber of the modem.
Modem Enable
Enables the internal modem; used in con-
junction with the assigned extension num-
ber of the modem.
Modem Reset
Resets the internal modem; used when the
modem fails to answer an incoming call or
to synchronize with an external modem.
CAUTION: Database corruption could occur
if the modem is reset during a database
programming session. Inter-Tel recom-
mends that you assign the modem exten-
sion to a Speed Dial button.
Night Ring On/Off
9860
9825
Places system in night mode or cancels
night mode. While in night mode, the night
toll and trunk restriction lists are used.
Periodic Diagnostics
On/Off
Periodic diagnostics extends and improves
the functionality and checks and reconcilia-
tions performed on various resources in the
system.
Program System Speed
Dial
9801
9810
Programs system-wide Speed Dial numbers
when followed by location codes (000–999).
Set Network Date/Time
Programs the time and date for all nodes in
the system. (Local time and date can also
be reset by individual nodes.)
Set Time/Date
9800
Programs system time and date
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Table 20. Administrator Feature Code Definitions(Continued)
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Synchronize Network Time
9811
Synchronizes the minutes past the hour
across the network.
NOTE: If a node's time is off by more than
30 minutes, synchronizing the minutes may
cause the hour to change. Also, network
time is automatically synchronized every
day at 12:30 AM (00:30), using the time set-
ting on the node with the lowest number.
Diagnostics Feature Codes
The Diagnostics Mode feature code (9900 in the US/9100 in Europe) must be entered at the
Administrator’s phone to enable system diagnostic mode before the following feature codes
can be used.
Table 21. Diagnostics Feature Code Definitions
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Compression On/Off
9982/9182
Compresses call processing messages sent
to Database Programming, speeding up
transfers. You should not disable this feature
unless instructed to do so by Inter-Tel person-
nel.
Compression Statistics
9981/9181
9926/9126
Dumps various statistics related to the Data-
base Programming compression algorithm.
This feature should be used only when
directed to do so by Inter-Tel personnel.
Diagnostic - ASAI Snoop
Off
This feature code turns off the ASAI output to
Message Print. ASAI is the protocol the sys-
tem uses to talk to Database Programming
and the AVDAP. Turning this feature on helps
the Inter-Tel Engineers debug the messaging
between Call Processing and Database Pro-
gramming or Call Processing and the AVDAP.
Diagnostic –
ASAI Snoop On
9927/9127
This feature code turns on the ASAI output to
Message Print. ASAI is the protocol the sys-
tem uses to talk to Database Programming
and the voice processing system. Turning this
feature on helps the Inter-Tel Engineers
debug the messaging between Call Process-
ing and Database Programming or Call Pro-
cessing and the AVDAP.
Diagnostic –
Dump Extension
9922/9122
Allows an Inter-Tel field technician to dump a
device or structure when debugging a prob-
lem. The system dumps the internal data
structures for that extension to message print.
If you press the pound button (#) you are
prompted for a command. The command
allows you to enter an alphanumeric string of
the structure to dump.
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Table 21. Diagnostics Feature Code Definitions(Continued)
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Diagnostic –
Dump Node Information
9936/9136
The user can easily dump node information to
Message Print using a single feature code.
Pressing the Dump Node Information feature
code dumps specified node information to
Message Print for diagnostic purpose. When
the system prompts for a node number, enter
the desired node number or zero (0) for all
nodes within a network. If the node does not
exist, an error message saying INVALID
NODE NUMBER appears and prompt the
user for a node number again.
After entering a node number, the system dis-
plays a confirmation message on the endpoint
display. This helps for the user to analyze
which nodes are up and which nodes are
down (the word ‘down’ does not mean that
the node is completely down, it simply means
the node is unreachable). For Example:
If all nodes are up, the display shows ALL
NODES ARE UP X. The ‘X’ represents the
total number of the nodes.
If node 3 and 5 of a 5-node network are
down, the display shows # NODES DOWN 2
3 5.
Diagnostic – Dump
System Diagnostics
9933/9133
9943/9143
Allow a System Administrator to dump system
diagnostic information to Message Print.
Diagnostic –
Heap Dump
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic –
Heap Statistics
9947/9147
This feature code outputs miscellaneous heap
information to Message Print as well as put-
ting up a message on the endpoint that indi-
cates the percentage of available dynamic
heap memory. This feature code is useful in
determining if the system is losing heap mem-
ory and how quickly the system may be losing
it.
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Table 21. Diagnostics Feature Code Definitions(Continued)
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Diagnostic - ISDN View
9948/9148
This feature code is toggles through the three
different ISDN view output modes.
Entering the feature code the first time puts
the ISDN view feature into headers only
mode. In this mode the system outputs all
ISDN messages to message print in header
format (i.e., it does not contain any ISDN
information elements).
Entering the feature code the second time
puts the ISDN view feature into full mode. In
this mode the system outputs all ISDN mes-
sage to message print in full format (i.e., each
ISDN information element).
Entering the feature code one more time turns
this feature off.
Diagnostic - Major Reset
9962/9162
9945/9145
9946/9146
9964/9164
9939/9139
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic - Mark As
Leaks
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic - Mark As
Quiescent
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic - Minor Reset
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic - Network
Freeze Zone
System Histories
The system fault history for any freeze zone
in the network can be halted (frozen) or re-
enabled using these feature codes when
diagnostics mode is enabled. The fault history
can then be extracted from each zone and
used by service personnel when troubleshoot-
ing the system.
Diagnostic - Network
Unfreeze Zone
System Histories
9989/9189
9963/9163
Diagnostic - Network
Groups
Allows an administrator to verify that the Net-
work Groups on the local node are pro-
grammed properly. When 9963 is entered at
an administrator’s endpoint, the telephone
system initiates pings from each Inter-Tel IP
device on the local node and determines if
the other devices respond to the ping. If a
device does not respond to the ping or if a
firewall is detected, the system issues a Mes-
sage Print message.
Diagnostic - Print
Auxdata
9972/9172
(Not Programmable) Sends a report to a des-
ignated printer or file that shows system reset
history information to be used for trouble-
shooting purposes.
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Table 21. Diagnostics Feature Code Definitions(Continued)
CODE
(US/EUROPE)
FEATURE NAME
DEFINITION
Diagnostic - Print
Message Log
9975/9175
(Not Programmable) Sends a report to a des-
ignated printer or file that lists system error
messages to be used for troubleshooting pur-
poses.
Diagnostic - Print
Network Log
9976/9176
9978/9178
This feature code prints the network log to
message print. This feature is useful in deter-
mining the system of a networked system.
Diagnostic - Query Node
Traffic
Using this feature code you can query the
status of various devices on the system
based on the status of the traffic flags in Data-
base Programming. The output is sent to
Message Print.
Diagnostic - Show
Version
9928/9128
To check the call processing software version
at an administrator's endpoint, you can enable
diagnostics mode, then enter this feature
code to view the version and date of the call
processing software.
However, feature code 9928 displays the firm-
ware version of the endpoint if it is in SIP
mode.
Diagnostic - SIP View
Diagnostic - Spare 1-3
9987/9187
Allows the user to change the system wide
SIP output value. Options include No Output,
Headers and Full Output.
9910–9912/
9110–9112
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic - System
History
9974/9174
9983/9183
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Diagnostic - View
Displays
This is used by Inter-Tel software developers
and cannot be used in Beta or Production
software.
Program Database
Seize Device
9932/9132
9973/9173
Can be used for programming endpoint, sys-
tem, and trunk parameters.
Used during troubleshooting to seize a spe-
cific trunk or endpoint by indicating the board
number, port number, and device number.
System History — Freeze
9993/9193
9998/9198
The system fault history can be halted (fro-
zen) or re-enabled using these feature codes
when diagnostics mode is enabled. Fault his-
tory is used by service personnel when trou-
bleshooting the system
System History —
Unfreeze
Page 130
Diagnostics Feature Codes
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®
Extension Numbers
Extension numbers are recognized as feature codes by the system. When the system is in the
default state, the extension numbers are assigned as follows:
Table 22. Default Extension Numbers
FUNCTION
NUMBER
Attendant
Endpoints
0
1000–1999
Hunt groups 1–75
2000–2074 or 2000–2299
2500–2999
Voice Processing System Applications
Page Zones
9600–9609 or 9600–9649 (Used only for program-
ming a feature button to select a page zone.)
External Page Ports
Individual Trunks
91000–91003
94000–95999 (Determined by the bay and device
number. Used for programming and troubleshoot-
ing.)
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Attendant Phones
An Attendant phone can be called by dialing 0 from any of the phones served by them. Typi-
cally, an attendant phone is programmed to provide the following services:
•
•
•
Central operator for incoming calls
Message center
Recall endpoint for unanswered calls
Any phone can be designated as an Attendant phone during database programming. Attendant
stations should be equipped with display phones so the Attendant can see the source names and
numbers of Recall calls.
Model 8520 and 8560 phones support the Mini-DSS, which provides 16 user-programmable
buttons.
A hunt group can be assigned to serve as an Attendant. However, the individual stations in the
hunt group are not required to be programmed as Attendant phones, and the database will not
reflect that the individual phones serve as an Attendant for any other phones. The feature that
separates functions is especially useful when a Voice Mail hunt group is assigned as an Atten-
dant. For information about Automated Attendant, refer to “Automated Attendant’’ on
Network and Local Primary Attendants
One Attendant can be designated as the primary Attendant who can receive unsupervised out-
side call recalls, hunt group recalls, and calls that cannot be matched to patterns in call routing
tables.
When the Inter-Tel 5000 Network Communications Solutions platform is installed in a net-
work, two types of primary Attendants are possible:
•
•
Node Attendants: There can be a primary Attendant for each node.
Network Primary Attendant: A network primary Attendant can be programmed on
each node. Typically, one Network Primary Attendant is shared by all of the nodes.
When the network needs to direct a call to an Attendant, it attempts to direct the call to
the network primary Attendant first. If the network primary Attendant is unavailable, it
directs the call to the Attendant on the node where the call originated.
If there is not a network or local primary Attendant, calls that would normally go to the pri-
mary Attendant (as described above) are handled as follows:
•
•
•
If the system has seized the call, but it has not been sent to an endpoint, it is discon-
nected.
If the call has been sent to an endpoint, it remains at the endpoint and rings until
answered.
If the call is not seized and not sent to an endpoint, the caller will hear ringing until he
or she hangs up. The call will not ring at any endpoint.
One-Attendant or Multiple-Attendant Operation
Each node can be set up with one Attendant or several Attendants, as follows:
•
One Attendant: One Attendant provides all of the Attendant services listed on the pre-
ceding page. All trunks (except private trunks) are usually programmed to ring in at this
Attendant’s phone.
•
Multiple Attendants: Any or all phones can be programmed as Attendants. (For exam-
ple, there may be one or more Attendants to serve each department in a business.)
Trunks are programmed to ring at any or all Attendant phones. Multiple Attendants can
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Attendant Phones
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be arranged in a hierarchy. That is, one Attendant may be the Attendant for another. In
this case, the “serving” Attendant is reached by dialing 0 at the “served” Attendant.
Attendant Recall
When a call is placed on hold or is transferred from one endpoint to another, the Hold and
Transfer timers limit the amount of time the call may remain unattended. After that time, the
call recalls the phone that transferred it or placed it on hold, and the Recall timer is started. If
the call remains unanswered at the endpoint until the Recall timer expires, it recalls the end-
point’s Attendant and the Abandoned Call timer starts.
If there is no Attendant, the call continues to recall at the endpoint that transferred it or placed
it on hold. If the Attendant phone is busy, the call camps on and the display shows the source
of the recall. If the call is not answered before the Abandoned Call timer expires, the system
disconnects the call.
If an Attendant phone transfers a call and it is not answered before the Attendant Transfer
timer expires, it will recall the Attendant phone.
If a phone user transfers or forwards an outside call to an outside phone number, it becomes an
“unsupervised” CO-to-CO call because no inside parties are involved. The CO-to-CO call is
limited by the Unsupervised CO timer. When the timer expires, the call recalls the primary
CNF
Attendant phone and causes the
button to flash. Display phones show UNSUPER-
VISED CNF RECALL. This serves two purposes:
•
•
It allows the Attendant to monitor the length of CO-to-CO calls. When a CO-to-CO call
recalls, the Attendant can disconnect the call or allow it to continue.
If the callers hang up before the Attendant receives the recall, the system may not have
disconnected the trunks because a disconnect was not received from the central office.
The Attendant must disconnect the call.
When a recall rings at the Attendant’s phone, a Call or individual trunk button flashes at the
medium rate.
If the Attendant has calls forwarded, recalls from phones follow internal call forward requests.
Recalls do not forward to outside phone numbers, but recall the Attendant’s phone until they
are answered or the Abandoned Call timer expires. Placing the Attendant’s phone in Do-Not-
Disturb does not block recalls or direct ring-in calls.
If there is not a primary Attendant, recalls remain at the phones and ring until answered or dis-
connected by the system.
To answer a hold or transfer recall at an Attendant phone:
When you see a hold or transfer recall display (XXXX RCL FROM YYYY) and hear a recall
ringing:
1.
2.
If desired, lift the handset.
Outside call recall: Press the medium-flashing Call button or individual trunk button.
ANSWER
Or, press the
button. (If more than one trunk is recalling, pressing the
ANSWER
button selects the outside call indicated on the display.)
IC
Intercom call recall: Press the
button or the ANSWER menu button. (If you
IC
are busy when the intercom call recalls, it will camp on. The
the medium rate, but you do not hear recall ring signals.)
button flashes at
CNF
Conference call recall: Press the flashing
button to connect with the confer-
CNF
ence call. The
button flashes slowly and the display shows CONFERENCE IN
CNF
PROGRESS. If the parties are still talking, press the
button again and hang up
CNF
to return the parties to their conversation. The
button flutters. You can enter the
CNF
conference at any time by pressing the fluttering
button. If the Hold timer
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expires, the conference recalls your phone again. If the parties have hung up, hang up
to disconnect the call.
Hunt Groups
The Hunt Group feature permits calls to be placed to a group of stations and to be automati-
cally transferred to an available phone within the group. Up to 75 hunt groups can be pro-
grammed in the database. Hunt group lists can contain individual endpoints and/or extension
lists. Non-ACD hunt group stations must reside on the same node. Off-node devices must be
ACD hunt group members.
The order in which hunt group endpoints receive incoming calls is determined by a list stored
in the database. An endpoint or extension list can appear in a single hunt group more than
once, and it can appear in multiple hunt group lists, if desired.
Hunt groups have their own extension numbers (defaults to 2000–2074). Individual endpoints
within the hunt group can be called using their assigned extension numbers.
Two other hunt group types are also available: UCD Hunt Groups, a standard feature on the
system, and ACD Hunt Groups, which is a premium feature. For UCD information, refer to
NEW NEW NEW
•
•
A DB Programming flag that enables pre-Record-A-Call messaging capability
A flag titled “Return Automatic Call Distribution (ACD) Calls to Hunt Groups” that
can be set for individual Hunt Groups (HG). When enabled, this feature requeues a call
to the front of the Camp On queue for the HG the call came from. It allows a calling
party to immediately return to the front of the HG queue if the assigned agent station
goes into Do-Not-Disturb (DND) mode. If the flag is not enabled, the calling party will
continue to ring until the No Answer Advance timer expires or the agent removes DND
from the station and answers the call.
•
A system-wide flag titled “Single Idle Time for All Hunt Groups.” This feature invokes
an Automatic Call Distribution (ACD) algorithm that sends an incoming call to the
agent station with the longest idle time in all the HG queues a station belongs to. For
agent stations belonging to multiple HGs, this feature allows calls to be distributed to
other stations having the longest idle time, regardless of a station’s idle time status in an
individual HG.
Hunt Group Call Distribution
When an intercom or outside call is transferred or rings in to the pilot number, it circulates
through the hunt group in linear or distributed order until answered, as described below.
•
Linear order: Incoming calls
always start circulating by
ringing at the first phone (or
extension list) on the hunt
group list that is stored in the
database.
LINEAR HUNT GROUP CALL PROCESSING
Hunt group pilot
number 2000 called
Calls will always
begin search here
HUNT GROUP MEMBERS:
EXT. 1000
EXT. 1001
EXT. 1002
EXT. 1003
Distributed order: To even out the call load, distributed order shifts the starting point of each
call. When an phone user receives a call, the next endpoint or extension list in the hunt group
receives the next incoming call. If the receiving endpoint is busy (or all endpoints in the exten-
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Hunt Groups
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sion list are busy), or if there is no answer before the No Answer Advance timer expires, the
call goes to the next endpoint or extension list on the hunt group list.
types available in ACD hunt groups.
NOTE
DISTRIBUTED HUNT GROUP CALL PROCESSING
If an extension list is included in a hunt
group, a call will ring all endpoints on the
Hunt group pilot
number 2000 called
extension list when it reaches that point in
the hunt group list. Therefore, to create an
“all ring” type of hunt group, you can pro-
gram the hunt group as either linear or dis-
tributed and then assign an extension list as
the only hunt group member.
1st call begins here
2nd call begins here
3rd call begins here
4th call begins here
EXT. 1000
EXT. 1001
EXT. 1002
EXT. 1003
Hunt Group Call Processing
Hunt group endpoints receive the following indications when a call is ringing in:
•
If an outside call is ringing, the endpoint designated to receive the call first shows ring
flash on the associated individual trunk button (if it has one) or a Call button until the
call is answered or the No Answer Advance timer expires and the call moves to the next
endpoint.
•
If hunt group camp on is allowed and all endpoints on the hunt group list are unavail-
able (busy, in Do-Not-Disturb, or with hunt group remove enabled), an intercom or out-
side call will camp on and the endpoints will receive the following indications:
—
Busy endpoints receive hunt group camp-on tones (if enabled) and display. If
there is an individual trunk button associated with the trunk, it shows ring flash.
(There is a programmable endpoint flag that can disable the camp-on tones for
hunt group calls.)
—
—
—
Endpoints with Hunt Group Remove enabled receive camp-on tones and display.
If there is an individual trunk button associated with the trunk, it shows ring flash.
Endpoints with Do-Not-Disturb enabled receive no camp on indications, but if
there is an individual trunk button associated with the trunk, it shows ring flash.
The first endpoint that becomes available receives ringing and a flashing trunk or
Call button. The camp-on and ring flash indications end at the other endpoints.
(The associated trunk button will be steadily lit at those endpoints to show that the
trunk is busy.)
•
If hunt group camp on is not allowed, and all endpoints on the hunt group list are
unavailable, the hunt group members will not have any camp-on indications. Callers
will hear one of the following:
—
—
Intercom callers will hear busy signals.
Callers on a trunk not needed to return busy signal (such as a T1 E&M) will
hear busy signals.
—
Callers on a trunk needed to return busy signal (such as a non-T1 loop-start) will
hear ringing, and the call will be sent to the primary Attendant.
—
ISDN callers hear busy signals.
Endpoints within the hunt group can receive direct trunk ring-in, intercom, forwarded, or trans-
ferred calls to their extension numbers without affecting other endpoints in the hunt group.
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Hunt Groups and Call Forwarding
Hunt group programming affects the Call Forwarding feature in the following ways:
•
Hunt group calls follow unconditional forward: If an endpoint in a hunt group is in
the unconditional call forward mode to another endpoint, calls to the hunt group will
follow the endpoint forwarding request. A forwarded hunt group call will ring at the
forwarding destination until the No Answer Advance timer expires. If it is not answered
before the timer expires, the call will return to the hunt group and continue circulating
through the hunt group list.
•
Conditional forward dependent on timer interaction: Phones that are busy and have
their calls forwarded conditionally (no answer, busy, or unavailable) to another endpoint
will receive the hunt group call (if the endpoint is not busy) until the Forward No
Answer timer expires. At this point, if the hunt group’s No Answer Advance timer has
not expired, then the call will be forwarded. Once the No Answer Advance timer
expires, the call will circulate to the next endpoint in the hunt group list.
•
•
Hunt group calls will not forward to some destinations: Hunt group calls will not
forward to Voice Mail, outside numbers, or system forwarding paths.
Announcement and overflow endpoints can forward hunt group calls: If an
announcement or overflow endpoint has call forward enabled, hunt group calls will fol-
low the forward and the forwarding destination endpoint will act as the announcement
or overflow endpoint.
•
Hunt groups can receive forwarded calls: Endpoints can forward calls to a hunt
group’s pilot number.
Hunt groups can be assigned as message centers and/or alternate message sources for individ-
ual endpoints.
Hunt Group Remove/Replace and Do-Not-Disturb
Hunt group members can temporarily stop hunt group calls from ringing at their endpoints by
entering the Hunt Group Remove feature code as described below. (If an endpoint is assigned
to more than one hunt group, this halts calls from all hunt groups. Hunt group assignments can-
not be removed individually.) Do-Not-Disturb can also be used to halt hunt group and other
logout information.
NOTE
When the Hunt Group Remove feature is enabled, the user will still receive the Camp On dis-
play and tone, and the individual trunk button flashes, if one exists, for calls to the hunt group.
The endpoint continues to receive calls placed to its extension number. Hunt group overflow
and announcement stations cannot block hunt group calls using this feature.
If an endpoint user has programmed a button for entering the Hunt Group Remove/Replace
feature code, and if that button has a lamp, the lamp will be lit whenever the endpoint is
removed from the hunt group.
To remove the endpoint from its hunt group(s) or replace the endpoint in its hunt
group(s):
Inter-Tel endpoints: While on- or off-hook, enter the Hunt Group Remove feature
code (322) to halt hunt group calls or enter the Hunt Group Replace feature code (323)
to return the endpoint to its hunt group(s). Or, use the Hunt Group On/Off feature code
(324) to toggle the hunt group mode on or off. You hear a confirmation tone, and the
display shows ACCEPT (or DIVERT) HUNT GROUP CALLS. If off-hook, hang up.
Single line endpoints: Lift the handset and enter the Hunt Group Remove feature code
(322) to halt hunt group calls or enter the Hunt Group Replace feature code (323) to
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return the endpoint to its hunt group(s). Or, use the Hunt Group On/Off feature code
(324) to toggle the hunt group mode on or off. You hear dial tone.
UCD Hunt Groups
Uniform Call Distribution (UCD) hunt groups provide additional features to improve hunt
group efficiency. The features added when UCD is enabled are as follows:
•
•
•
Announcement and overflow endpoints pick up unanswered calls when the hunt group
endpoints are busy.
Hunt group priority ranking will place calls to one hunt group before another at end-
points that are members of more than one hunt group.
Hunt group supervisors can monitor outside calls of any member of the hunt group.
Announcement and Overflow Stations
Announcement and overflow stations are individual endpoints that receive unanswered calls
when all of the hunt group endpoints are unavailable. They are not usually included in the hunt
group list. Announcement and overflow stations can be separate endpoints or they can be the
same endpoint. Also, each of the hunt groups can have the same announcement and overflow
stations or they can be assigned different endpoints. In a network, the announcement and over-
flow stations can be off-node devices.
Figure 6. Announcement and Overflow Endpoints Example
Call rings in to
Ext. 2000
No Answer
Advance Timer
18 sec.
Ext. 1000
Announcement Timer
18 sec.
18 sec.
18 sec.
Announcement
Station
(once only)
Ext. 1001
Ext. 1002
Overflow Timer
72 sec.
18 sec.
18 sec.
Overflow
Station
Ext. 1006
Ext. 1007
Overflow Timer
72 sec.
18 sec.
18 sec.
Overflow
Station
Ext. 1011
Ext. 1012
Recall Timer
180 sec.
Can be
an Extension,
Voice Processing
System,
Recall
Dest.
18 sec.
Ext. 1020
or a Hunt Group
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Announcement Endpoints: When a call rings in or is transferred to a hunt group, the
Announcement and Recall timers are started. The incoming call circulates through the hunt
group until it is answered or the Announcement timer expires. When this timer expires, the
unanswered call is picked up by the designated announcement endpoint which is a playback
device that answers the call and plays a message. Meanwhile, the call continues circulating
through the hunt group (unless it was sent to a voice processing system application and then
transferred to an endpoint). If it is answered by an available hunt group endpoint while the
announcement station is connected to the call, the call will leave the announcement station.
Each direct ring-in call will transfer to the announcement endpoint only once. If it remains
unanswered when the Overflow timer expires, the call will be sent to the overflow station. Or,
if there is no overflow station, the call will be sent to the recall destination endpoint when the
Recall timer expires.
Overflow Endpoints: The Overflow timer is started when the Announcement timer expires or,
if there is no announcement endpoint, when the call is received by the hunt group. If an incom-
ing hunt group call is unanswered when the Overflow timer expires, the call is picked up by an
overflow station. The overflow station is a playback device that answers the call and plays a
message.
Meanwhile, the call continues circulating through the hunt group (unless it was sent to a voice
processing system application and then transferred to a endpoint). If the call is answered by an
available hunt group endpoint while the overflow station is connected to the call, the call will
leave the overflow station. The Overflow timer restarts each time the unanswered call leaves
the endpoint at the overflow station. An unanswered call will return to the overflow station
each time the Overflow timer expires, until the call is answered by a hunt group station or it is
sent to the recall destination station.
The following table shows the path that an incoming hunt group call follows for possible com-
binations of announcement and overflow stations:
Table 23. Incoming Hunt Group Call Paths
ANNOUNCEMENT
STATION
OVERFLOW
STATION
CALL PATH
No
No
Call remains in hunt group.
Call goes to announcement endpoint
only once, after Announcement timer
expires.
Yes
No
Call goes to overflow endpoint after
each expiration of Overflow timer.
No
Yes
Yes
Call goes to announcement endpoint
once (after Announcement timer
expires) then goes to overflow endpoint
after each expiration of Overflow timer.
Yes
If an announcement or overflow station has Call Forward enabled, hunt group calls will follow
the forward, and the forwarding destination endpoint will act as the announcement or overflow
station.
Voice Processing System Applications as Announcement/Overflow Stations
When a voice processing system application is used as an announcement or overflow station,
calls to the application automatically stop circulating through the hunt group if the caller
selects a valid digit translation option (such as pressing a digit to select an extension from a
Call Routing Announcement menu), and the call is transferred. This allows the application to
send the call to other endpoints without the call being “pulled back” into the hunt group when a
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hunt group endpoint answers the call. However, if the caller does not dial a valid digit transla-
tion option, the call will be pulled back if a hunt group member answers.
Standard Display, Associate Display, Axxess Basic, Eclipse Basic, Model 8500,
8520, and 8560 Phones do not send DTMF tones on intercom calls and therefore
NOTE
cannot stop circulating through the hunt group by dialing a digit.
A Call Routing Announcement application’s message can be programmed to include the
caller’s queue position and/or estimated wait time. The queue position announcement tells the
caller how many calls are ahead of his or her call. This includes calls being served and waiting
calls (however, all calls being served count as one call). The estimated wait time is based on a
programmed Average Connect Time Per Call multiplied by the number of calls ahead of the
caller in the queue, divided by the number of available hunt group members (avg. connect time
If a voice processing system application is used as an announcement or overflow endpoint or
as the recall destination, and the system is unable to communicate with the voice processing
system, outside calls will not be sent to the announcement or overflow application. They will
continue to camp on to the hunt group.
UCD Hunt Group Priority List
Some endpoints may be members of more than one UCD hunt group. For this reason, hunt
groups are assigned a “priority level.” The priority level determines which hunt group’s calls
should be received first when calls ring in or camp on to several hunt groups at once.
UCD priority levels range from 0 (low) to 75 (high). If an endpoint is a member of multiple
hunt groups that have the same priority level, calls received by those hunt groups will be
queued in the order they were received by the telephone system. (Non-UCD hunt groups are
treated as if they have a priority level of 0.)
Figure 7. UCD Hunt Group Priority Levels
PRIORITY LEVELS
Calls ring in or
camp on to all
hunt groups
ORDER CALLS
ARE RECEIVED
PRIORITY
LEVEL
HUNT GROUP
Ext. 2000
1
8
0
2
1
HUNT GROUP
Ext. 2001
HUNT GROUP
Ext. 2002
3
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UCD Hunt Group Supervisors and Station Monitoring
The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a
specified hunt group. It can be useful in training or in evaluating the performance of hunt
group members.
As a courtesy, hunt group members should be notified in advance that their calls
may be monitored. In addition, a programmable option can be enabled that
sends a tone to the endpoint being monitored whenever the hunt group supervi-
NOTE
sor joins an ongoing call.
Call monitoring may be illegal in some locations. The end user is responsible for
ensuring that use of this feature is in compliance with local law.
In Database Programming, each hunt group can have one or more endpoints assigned as the
hunt group supervisor(s). The supervisor must reside on the same node as the hunt group mem-
bers. (An extension list can be assigned as the supervisor to provide multiple supervisors.) The
supervisor is usually not a member of the hunt group. If the supervisor is a member of the hunt
group, the Hunt Group Remove/Replace feature can be used at any time without affecting the
Station Monitor ability. If desired, one endpoint can be assigned as the supervisor for more
than one hunt group.
To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code
(321) and dials an extension number. The supervisor is then connected to the call and can hear
both parties, but cannot be heard by either one. If the monitored call is terminated, transferred,
or placed on hold by the hunt group member, the monitor function is terminated.
In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter-
com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom
calls. Conference calls and calls that do not involve hunt group members cannot be monitored.
If the supervisor attempts to monitor a endpoint that is not on an active call that allows moni-
toring, the system sends reorder tones, and the supervisor must enter the feature code again to
try another number. If the supervisor attempts to monitor a non-hunt group or an idle endpoint
in the hunt group, the system sends reorder tones and cancels the Endpoint Call Monitor fea-
ture.
Station monitoring requires conferencing circuits. If resources are not available when a super-
visor attempts to monitor a endpoint, the supervisor’s display will show NO CNF CIRCUITS
AVAILABLE, and the monitor will not be allowed. Multiple supervisors can monitor the same
endpoint, providing that a conference circuit is available for each supervisor.
The supervisor endpoint cannot use the Agent Help feature while monitoring a call.
Station Monitoring is not supported on an IP or SIP device engaged in a P2P
NOTE
To monitor a hunt group call (designated supervisor only):
1.
To use the speakerphone: While on-hook, enter the Endpoint Call Monitoring feature
code (321). You hear a confirmation tone and the Speaker button lights. The display
shows ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Endpoint Call Monitoring feature
code (321). You hear a confirmation tone. The display shows ENTER EXT TO MONI-
TOR.
2.
3.
Dial the extension number, (or press the lit station Speed Dial or Mini-DSS button) of
the endpoint to be monitored. You are automatically connected to the call and the dis-
play shows MONITORING <username>.
To monitor another hunt group member's call: Enter the Endpoint Call Monitoring
feature code (321), and dial the extension number or press the Speed Dial button.
To terminate monitor: If off-hook, hang up. If on-hook, press the Speaker button.
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®
Supervisor Barge-In
Station Monitor Enhancements
In previous system versions, the Station Monitor feature allowed hunt group supervisors to
monitor the calls of anyone in a specified hunt group. The supervisor entered the Station Moni-
tor feature code (default is 321) to connect to the call and hear both parties, without being
heard by either one. With v9.0, tThe Barge-In feature adds new functionality to the Station
Monitor feature. When silent monitoring a call, the supervisor now has the following options:
•
Barge-In: Allows the supervisor to barge-in on a call to help the hunt group member/
agent (default feature code is 386).
•
Record: Allows the supervisor to record the call to review it later (feature code 385).
The supervisor may also hang up and continue to record the call until one of the parties
on the call hangs up or puts the call on hold. The record option allows the supervisor to
record several calls at once and have them delivered to his or her mailbox.
•
•
Steal: Allows the supervisor to steal (take away) the call from the hunt group member/
agent (default feature code is 387).
Join and Record: (For 6-line display endpoints only.) Allows the supervisor to join
and record the call simultaneously. This feature is useful if the supervisor wants to
review the call later.
Supervisors must be monitoring a call before they can access any of the Barge-In features
(barge-in, steal, record, or join and record). Like the Station Monitor feature, Barge-In requires
conferencing circuits. If resources are not available when a supervisor attempts one of these
features, the system sends reorder tones and the supervisor sees NO CNF CIRCUITS AVAIL-
ABLE on the display.
A silent monitor call is rejected if:
•
•
•
•
A hunt group member or agent is on a conference call.
The hunt group member or agent is on a peer-to-peer (P2P) call.
A hunt group member or agent is getting agent help.
Another supervisor has already joined the call.
When the above situations occur, the supervisor will see SILENT MONITOR REJECTED on the
display.
The Barge-In/Silent-Monitor feature can be used across all Inter-Tel network
NOTE nodes, as long as all Axxess nodes are running at least v9.0. The System
Administrator can also now add off-node Endpoints as hunt-group supervisors.
Accessing the Barge-In Features
A supervisor may silent monitor a hunt-group member/agent if that supervisor is designated as
a supervisor of the group to which the member/agent is logged in.
Three fields are associated with the Barge-In feature in DB Studio. These programmable fields
control the Barge-In notification tone and display.
To monitor a call:
1.
To use the speakerphone: While on-hook, enter the Station Monitor feature code
(default is 321). After hear a confirmation tone, the Speaker button lights. The display
shows ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Station Monitoring feature code
(default is 321). After a confirmation tone, ENTER EXT TO MONITOR is displayed.
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2.
Dial the extension number (or press the lit sta-
tion Speed Dial or Mini-DSS button) of the
endpoint to be monitored. After automatically
connecting to the call, the display shows
MONITORING
EXT 12345
BARGE-IN
RECORD
JOIN AND RECORD
STEAL
MONITORING <extension number>.
3.
While silent monitoring a call, you have the fol-
lowing options:
•
•
•
Barge in on the call
Return to silently monitoring the call
Record the call.
Only 6-line display endpoints have the menu buttons mentioned in
these instructions. Users who have endpoints with a 2-line display,
or no display, must use the feature codes to access the Barge-In
features.
NOTE
To barge in on a call: Press the BARGE-IN
menu button or enter the feature code 386
(default). On display endpoints, the display
shows BARGE-IN IN PROGRESS. While on a
call, you can monitor, record, or steal the call
by entering the appropriate feature code or by
pressing the appropriate menu button.
BARGE-IN
IN PROGRESS
MONITOR
RECORD CALL
STEAL
To return to silently monitoring the call: Press
the feature code 386 (default) again or press
the MONITOR menu button.
To record the call: Press the RECORD menu
button or enter the Record-A-Call feature code
(default is 385). On display endpoints, the dis-
play shows MONITORING <extension num-
ber>. While on a call, enter the appropriate
feature code or press the appropriate menu but-
ton to monitor or steal the call.
MONITORING
EXT 12345
BARGE-IN
RECORD
JOIN AND RECORD
STEAL
To stop recording the call: Enter feature code
385 again or press the STOP RECORDING
menu button.
To steal a call: press the STEAL menu button
or enter the Steal feature code (default is 387).
On display endpoints, the display shows CALL
STOLEN FROM <extension number>. The
hunt group member display shows CALL
STOLEN BY <extension number>. When the
supervisor steals a call, it becomes a regular
call. While on the call, enter feature code 385
or press the RECORD menu button to record it.
Supervisor Display
CALL STOLEN
FROM EXT 12345
Hunt Group Member Display
CALL STOLEN
BY EXT 12345
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Accessing the Barge-In Features
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To join and record a call: Press the JOIN AND
BARGE-IN
IN PROGRESS
RECORD menu button or enter the Join feature
code (default is 386), followed by the Record-
A-Call feature code (default is 385). On dis-
play endpoints, the display shows BARGE-IN
IN PROGRESS. While on a call, the supervisor
can monitor, stop recording, or steal the call by
entering the appropriate feature code or press
the appropriate menu button.
MONITOR
STEAL
STOP RECORDING
To stop recording the call: enter feature code
385 (default) again or press the MONITOR or
STOP RECORDING menu button.
4.
To terminate any of the features: If off-hook,
hang up or enter the specific feature code of the
feature you want to terminate. If on-hook, press
the Speaker button or enter the specific feature
code of the feature you want to terminate. On
display endpoints, the display shows BARGE-
IN TERMINATED or SILENT MONITOR
TERMINATED (if you are silent monitoring at
the time of termination).
BARGE-IN
TERMINATED
OR
SILENT MONITOR
TERMINATED
ACD Hunt Groups
The Automatic Call Distribution Hunt Groups premium feature is required to use
ACD hunt group features.
NOTE
Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equal-
ize call time or call count among the available members. If the System OAI Events premium
feature is included in your software license, ACD hunt groups can also be programmed to send
call information records that can be processed by an external device connected to a system
serial port (such as Call Center Suite).
Page 143
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
ACD Call Distribution
When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circu-
distribution methods:.
The Restart ACD Idle Time Upon Login flag affects how the longest idle
NOTE
•
Longest Idle: An incoming
call is sent to the endpoint
that has not been involved in
a call to this hunt group for
the longest period of time. (It
does not count calls that were
received through other hunt
groups, direct ring-ins, or
transfers.
LONGEST IDLE DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
TIME IDLE
(3 min.)
(10 min.)
(6 min.)
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
(1 min.)
•
Balanced Call Count: To
balance the call load, each
incoming call is sent to the
endpoint that has received the
fewest calls through this hunt
group. (It does not count calls
that were received through
other hunt groups, direct ring-
ins, or transfers.)
BALANCED CALL COUNT DISTRIBUTION
ACD HUNT GROUP
Ext. 2000
NUMBER OF CALLS
(10 calls)
(16 calls)
(6 calls)
(3 calls)
Ext. 1000
Ext. 1001
Ext. 1002
Ext. 1003
Next call will be sent here
When an agent logs in to a balanced call count ACD hunt group (or
comes out of Do-Not-Disturb mode), the system checks the average call
count for that ACD hunt group and assigns that average count to the end-
point logging in. This prevents the agent who is logging in from receiving
all of the incoming calls until the call count of the lowest agent catches up
with his call count. For example, if there are five agents logged in whose
call counts are 5, 5, 5, 10, and 10, the average call count of 7 will be
assigned to the next agent who logs in.
NOTE
If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call
Count distribution, it will treat each endpoint in the extension list as a separate agent; it will
not ring all of the endpoints on the list at the same time. If the hunt group is set for linear or
distributed order, a call will ring all endpoints on an extension list at the same time when the
call reaches that point in the hunt group list.
ACD Agent IDs
ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to
receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be pro-
grammed to circulate calls to agents in two ways:
•
Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is
assigned an Agent ID number which he or she enters during the login procedure
(described below). The hunt group calls are routed to logged in agents, according to
their Agent ID number instead of their endpoint extension. Because the Agent ID is not
associated with any endpoint extension, the agent can use any endpoint in the system to
log in and does not have to use the same endpoint every time.
Page 144
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Members: If the hunt group is not programmed to use Agent IDs, it will have a list of end-
points and will send calls to the endpoints where agents are logged in.
For optimum system performance, there should not be more than 1000 Agent
NOTE IDs in any hunt group and no more than 2000 Agent ID entries in all hunt groups
combined.
ACD Agent IDs can be included in Extension Lists which allow several ACD Agents to
receive a call at once.
When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently
logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will
receive visual camp-on displays if they are programmed as members of the hunt group and
have the ACD Agent Logout feature enabled.
ACD Agent Log In and Log Out
ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD
hunt group at any time. While logged in, the agent will receive calls through the ACD hunt
group. When the agent is logged out, calls to that ACD hunt group will bypass the endpoint.
ACD hunt group calls when entered by an ACD agent. However, placing the agent’s endpoint
in Do-Not-Disturb will halt all ACD and non-ACD hunt group calls.)
The following diagram illustrates how the Agent ID is used to log in or log out.
Figure 8. ACD Hunt Group Agent Log In and Log Out
AGENT ID IN UCD/ACD HUNT GROUP
HUNT GROUP
Ext. 2000
HUNT GROUP
ANNOUNCEMENT
STATION
Ext. 1222
OVERFLOW
STATION
ID 2370
Agent ID
can be logged
in or out
RECALL STATION
There are three feature codes that can be used for logging in to and out of the ACD hunt
groups: ACD Agent Login, ACD Agent Logout, and ACD Agent Login/Logout. The first two
perform only one operation. The third (Login/Logout) is a toggle feature code that logs the
endpoint in or out of all associated ACD hunt groups at once. If the toggle feature code is pro-
grammed in a user-programmable button with a lamp, the lamp will be lit when the agent is
logged in to an ACD hunt group and available to receive calls, and it will be unlit when the
agent is logged out.
To log out of all of your ACD hunt groups at once using the login/logout feature code:
While on- or off-hook (single line users must lift the handset), enter the ACD Agent Login/
Logout feature code (328). The display shows AGENT LOGGED OUT OF ALL ACDS, and
you hear a confirmation tone. Hang up if off-hook.
Page 145
ACD Agent Log In and Log Out
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To log in to all of your ACD hunt groups at once using the login/logout feature code:
1.
While on- or off-hook (single line users must lift the handset), enter the ACD Agent
Login/Logout feature code (328). If you were already logged in, the display shows
AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. If you
were not logged in, continue to the next step.
2.
The display shows AGENT LOGIN AGENT ID. Do one of the following:
—
To log in to all ACD hunt groups for which you have an Agent ID: Enter your
Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are
logged into only the ACD hunt group(s) that use the Agent ID that you entered.
Hang up if off-hook. If another agent is already logged in at this endpoint, you
hear reorder tones, and the display shows DIFFERENT AGENT ID ALREADY
USED. You must have the other agent log out before you can use that endpoint.
#
—
To log in to all of your ACD hunt groups that do not use Agent IDs: Press
.
The display shows AGENT LOGGED INTO ALL ACDS. You are logged into
only the ACD hunt group(s) that do not use Agent IDs. Hang up if off-hook.
To log in to one or more hunt groups using the ACD agent login feature code:
1.
While on- or off-hook (single line users must lift the handset), enter the ACD Agent
Login feature code (326). The display shows AGENT LOGIN ACD NUMBER.
#
2.
Enter the pilot number of the desired ACD hunt group. (Or, you can press
to several ACD hunt groups at once.)
to log in
If you entered an invalid hunt group number, the display shows NOT AN ACD
HUNT GROUP, and you hear reorder tones.
3.
The display shows AGENT LOGIN AGENT ID. Then do one of the following:
—
To log in to ACD hunt group(s) using Agent IDs: Enter your Agent ID. The dis-
play shows AGENT LOGGED INTO ALL ACDS. You are logged into only the
ACD hunt group(s) that you requested in step 2 that use the Agent ID that you
entered in this step. If another Agent ID is already logged in at this endpoint,
you hear reorder tones and the display shows DIFFERENT AGENT ID
ALREADY USED. You must have the other agent log out before you can use that
endpoint.
#
—
To log in to ACD hunt group(s) that do not use Agent IDs: Press
. The dis-
play shows AGENT LOGGED INTO ALL ACDS. You are logged into only the
ACD hunt group(s) that you requested in step 2 that do not use Agent IDs.
If you are already logged in, the display shows ALREADY LOGGED INTO xxxxx.
If you are not a member of the entered hunt group, the display shows NOT AN
AGENT IN THIS HUNT GROUP, and you hear reorder tones. Start over.
4.
If off-hook, hang up. Repeat the procedure to log in to additional ACD groups.
To log out of an ACD hunt group:
1.
While on- or off-hook, enter the ACD Agent Logout feature code (327). One of the fol-
lowing will occur:
If you were logged in to only one hunt group, you hear a confirmation tone, and the
display shows AGENT LOGGED OUT OF (hunt group). The procedure is complete.
Hang up if you were off-hook.
If you were logged in to more than one hunt group, you hear a confirmation tone, and
the display shows AGENT LOGOUT ACD NUMBER. Go to the next step.
If you were not logged in to any hunt group, the display shows NOT LOGGED INTO
ANY ACD GROUP, and you hear reorder tone.
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ACD Hunt Group Agent Log In and Log Out
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#
2.
3.
Dial the pilot number of the desired ACD hunt group or press pound ( ) to log out of
all of your ACD hunt groups. You hear a confirmation tone, and the display shows
AGENT LOGGED OUT OF (hunt group).
If you were not logged in to the hunt group number that you entered, the display
shows NOT LOGGED INTO (hunt group). Start over.
If off-hook, hang up.
Restart ACD Idle Time Upon Login Flag
The Restart ACD Idle Time Upon Login flag determines where an agent is placed in a longest
idle queue when he or she logs back in to a hunt group. When enabled, the agent’s idle time is
reset to zero whenever he or she logs in (i.e., that agent will be least likely to receive the next
distributed call). If disabled, the agent’s idle time includes the time the agent was logged out of
the hunt group (i.e., that agent will be most likely to receive the next distributed call). By
default, this flag is disabled.
This flag is programmable for each individual hunt group.
ACD Agent Wrap-Up Timer
Each time an agent ends an ACD hunt group call, the endpoint goes into “wrap-up” mode, and
the ACD Wrap-Up Duration timer is started. Until that timer expires, the agent will not receive
another call through any ACD hunt group. However, the agent can receive non-ACD hunt
group calls, direct ring-in calls, and transfers.
The range of the ACD Wrap-Up Duration timer is 1 to 65,535 seconds. The default value is 15
seconds. It is programmed individually for each ACD hunt group.
If an agent wants to terminate the wrap-up mode before the timer expires, he or she can use the
following procedure.
To terminate ACD agent wrap-up:
While on- or off-hook (single line users must lift the handset), enter the ACD Wrap-Up
Terminate feature code (329). The display shows ACD WRAP-UP TERMINATED. (If
you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS
RESERVED FEATURE.)
Wrap-Up Mode for Holding ACD Calls
If enabled, the system flag called “Wrap-Up Mode For Holding ACD Calls” places an ACD
agent’s endpoint in wrap-up mode when an ACD call is placed on Hold. However, the ACD
Wrap-Up Duration timer is not activated.
This feature prevents the agent from receiving additional ACD hunt group calls after placing
an ACD call on Hold while the endpoint is idle. The endpoint can still receive non-ACD calls,
as usual. If the flag is disabled, the agent will be available to receive additional ACD calls as
soon as an ACD call is placed on Hold. In the default state, this flag is disabled.
This flag applies to any type of Hold, including Individual, System, Transfer, and Conference-
Wait Hold. If the call is terminated or if it is reverse transferred by another endpoint, the ACD
agent’s endpoint will be made available to receive incoming ACD calls.
If the agent wants to terminate the Wrap-Up Mode while an ACD call is on Hold, the proce-
dure described in the preceding section can be used.
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ACD Agent ID Automatic Connect Flag
When the ACD Agent ID flag is enabled, and the agent is using a headset, ACD hunt group
calls will automatically be connected following a short ring burst. This feature will not work if
the agent is not using a headset.
When the ACD agent logs in or removes the endpoint from Do-Not-Disturb mode, the first call
will ring until the ACD agent answers it. However, every time an ACD hunt group call is
received after the first call, the agent will hear the ring burst from the endpoint and the call will
be automatically connected.
This flag overrides the endpoint’s Transfer-to-Connect endpoint flag, which is disabled by
default.
Group Call Pick-Up
When the Group Call Pick-Up feature is enabled, a call ringing in to a hunt group or one of its
endpoints can be picked up at any other endpoint. Users can enter the Reverse Transfer feature
code (4) and dial a hunt group’s pilot number to pick up a call that is ringing in to the hunt
group’s pilot number or to any endpoint within that hunt group.
The system follows the priority list shown below to determine which call is picked up. The
system follows the hunt group list (always beginning with the first endpoint on the list) to
check each endpoint in the hunt group and then the overflow endpoint for one type of call at a
time. If there is more than one call of the same type at the selected endpoint, the call that was
received by the endpoint first is picked up. Holding calls and queue callbacks cannot be picked
up.
1.
2.
Calls to the hunt group pilot number
CO calls
a. Direct ring-in calls
b. Transferred calls
c.
Recalls
d. Camped-on calls
3.
IC calls
a. Direct ring-in calls
b. Transferred calls
c.
Recalls
d. Camped-on calls
Group Call Pick-up can only retrieve calls from endpoints that are currently
logged in to the hunt group. You cannot use this feature to pick up calls from
members who have logged out using the Hunt Group Remove feature code.
Also, Group Call Pick-up cannot be used on ACD Hunt Groups that use Agent
IDs. It can only be used on hunt groups that use lists of extensions. If the ACD
Hunt Group flag is enabled, the Group Call Pick-up flag will be dimmed.
NOTE
To pick up a call that is ringing at a hunt group:
1.
Lift the handset, and/or enter the Reverse Transfer feature code (4). You hear a single
progress tone.
2.
Dial the pilot number of the hunt group where the call is ringing.
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ACD Agent ID Automatic Connect Flag
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Inter-Tel endpoints: If the system is programmed for direct connection of reverse
transferred calls, you are immediately connected. If not, press the flashing CALL, indi-
IC
vidual trunk, or
button.
Single line endpoints: You are automatically connected.
ACD Hunt Groups Span Nodes
The premium feature called Remote Automatic Call Distribution Hunt Groups allows ACD
hunt groups to span nodes. Node-spanning ACD hunt groups can have either members or ACD
Agent IDs.
•
Members: ACD hunt group members may include off-node endpoints, off-node single
lines, and Hunt Group Member extension lists.
•
ACD Agent IDs: Unlike members, there are no off-node Agent IDs. Agent IDs are
considered global throughout all nodes in which the Agent exists. This means that if
you create Agent ID 100 on one node, you must also create Agent ID 100 on all other
nodes that have an endpoint that a user may want to login to the hunt group using that
ID.
The Remote ACD Hunt Groups premium feature must be included in the software license
where the hunt group resides as well as any node that wants to have users login to the node-
spanning hunt group. The ACD Hunt Groups premium feature is also required. Because of this
fact, there are several cases that must be considered. The following table shows the different
displays and results for logging in to and out of ACD hunt groups with the different combina-
tions of the premium feature and the ACD Hunt Group enabled/disabled.
Table 24. Displays and Results for Logging In and Out
END-
POINT
NODE
HUNT
GROUP
NODE
LOGIN
DISPLAY
LOGIN
RESULT
LOGIN “ALL”
DISPLAY
LOGIN “ALL”
RESULT
Yes
Yes
AGENT
LOGGED
Agent
logged into
AGENT
Agent logged
LOGGED INTO into all local and
INTO HUNT hunt group.
ALL ACDS
remote groups.
GROUP
XXXX
Yes
No
CANNOT
ACCESS
Agent not
logged into
AGENT
LOGGED INTO into all local
Agent logged
RESERVED group.
FEATURE
ALL ACDS
hunt groups, but
not remote
where feature
disabled.
No
No
Yes
No
CANNOT
ACCESS
RESERVED group.
FEATURE
Agent not
logged into
AGENT
Agent logged
LOGGED INTO into all local, but
ALL ACDS
no remote
groups.
CANNOT
ACCESS
Agent not
logged into
AGENT
Agent logged
LOGGED INTO into all local, but
RESERVED group.
FEATURE
ALL ACDS
no remote
groups.
Database Programming
•
ACD hunt groups have options allowing the addition of endpoint off-node devices, sin-
gle line off-node devices, and hunt group member extension lists containing local or
off-node endpoints or both.
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ACD Hunt Groups Span Nodes
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•
If the Remote Call Distribution Hunt Groups premium feature is not included in the
node’s software license, the off-node options will not appear in the list when program-
ming members for ACD hunt groups.
Operational Changes
•
The Station Monitor feature remains limited to a single node. Members who are logged
in to a remote node or who are logged in to the supervisor’s node from a remote node
cannot be monitored.
•
Hunt groups with remote members rely on network links among nodes. Node availabil-
ity and software version compatibility affects hunt group log-in procedures as follows:
—
Hunt group members attempting to log in to all hunt groups will be logged in to
only those hunt groups on nodes that are reachable. The display of the user’s
phone will only indicate log-in results for reachable nodes.
—
Members logging out of all hunt groups will be logged out of groups on reachable
nodes immediately and will automatically be logged out of groups on unreachable
nodes as soon as the link to the node is restored. The phone will display MES-
SAGE PENDING in this case.
—
—
When users attempt to log in to a remote hunt group on a node running system
software that is not Inter-Tel CS-5200/5400, the endpoint display will show NOT
AN ACD HUNT GROUP.
If users try to log into a hunt group on a node that is not Inter-Tel CS-5200/5400,
the display will show the message NOT AN AGENT IN THIS ACD GROUP.
•
The ACD Wrap-Up functions apply the following prioritization method for hunt groups
with remote members:
—
—
—
—
The first criterion is priority level. The hunt group with the highest priority gets
the available agent first.
In the event of a tie in priority, hunt groups located locally take priority over those
located on remote nodes.
In cases where ties in priority occur within the local node, the hunt group with the
longest camped on call will receive the available agent.
Given off-node ties in priority, the first hunt group to camp on will receive the
available agent.
Maintenance of Node-Spanning Hunt Groups
•
Deletion of an ACD agent from a hunt group is done from the node on which the hunt
group resides or from a remote node.
—
If an agent is deleted on the node containing hunt group(s) of which he is a mem-
ber, then the agent is removed from all hunt group(s) on that node and is logged
out.
—
If the agent is deleted from a remote node, the agent is logged off from that node,
but remains a member of any hunt group(s) located on other nodes.
•
•
If the hunt group is deleted, all remotely logged-in endpoints will be logged out.
If the extension number of an ACD Hunt Group is changed, any local or remote end-
points that are logged in will reflect the change. If links are down at the time of the
change, remote nodes will not receive the change and an import/export process will be
necessary to update the information on the affected nodes.
•
Removing an Agent ID from a hunt group agent list logs out any endpoint, local or
remote, that is logged in to that hunt group using that Agent ID.
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Operational Changes
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•
With the node-spanning features of ACD hunt groups, changing Agent IDs can be done
from two possible locations: on the node where the group resides or on a node where
the logged-in endpoint resides.
—
When changing an Agent ID on the node where the hunt group resides, the
remotely logged-in endpoint using that Agent ID will be logged out even though
the Agent ID still exists on the remote node. The hunt group will then contain the
new Agent ID in its removed list, making the new Agent ID available for log-in
use.
—
When changing an Agent ID on the node on which the logged-in endpoint resides
(a node remote from the hunt group), the remote member will be logged out and
the old Agent ID will no longer exist on that node. The hunt group on the original
node will contain the old Agent ID in its removed list, because this ID still exists
on that node.
•
•
During a database restore on a node containing ACD hunt groups that use Agents IDs,
all Agents IDs are placed into each hunt group’s removed list. All endpoints will be
logged out during the restore.
When the extension number of a logged-in endpoint is changed, the new extension will
be logged in with the same Agent ID and will not be disconnected. This applies to end-
points logged in both remotely and locally.
Enabling the Send Camp-On Notifications to Members in DND Flag
The Send Camp-On Notifications to Members in DND flag is located under System\Devices
and Feature Codes\Hunt Groups\Local\<Hunt Group>. This flag indicates whether or not
camp-on burst tones are sent to hunt group members that are in DND or that are logged out.
When sent to display endpoints, the display also indicates N CALLS WAITING FOR <HUNT
GROUP>, where N is the number of calls that are currently camped on to the hunt group. This
allows hunt group members to see the hunt group queue in real-time.
If this flag is enabled:
•
•
UCD hunt group members that are in DND will receive camp-on notifications.
ACD hunt group members that do NOT use agent IDs will receive camp-on notifica-
tions when the members are NOT logged in to the hunt group. This, in effect, is the
same as being in DND from the hunt group perspective.
•
ACD hunt group members that use agent IDs will receive camp-on notifications only
when the agent is logged in to the hunt group and in DND. Agents also receive notifica-
tions while in wrap-up.
If the flag is disabled, which is the default setting, camp-on notifications are not sent to hunt
group members.
Programming a Mini-DSS for Agent Wrap-Up
ACD agents can program a Mini-DSS button to light while they are in wrap-up mode. When
the wrap-up timer has expired, the lamp turns off, and the agent is available for calls again. To
use this feature, the agent’s phone must have an available user-programmable button.
To program a Mini-DSS for agent wrap-up at an agent endpoint:
1.
2.
3.
Enter the Program Keys feature code (397 by default).
Press the button to program.
Enter the ACD Agent Wrap-Up Terminate feature code (329 by default). The button is
now programmed for wrap-up indications.
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Enabling the Send Camp-On Notifications to Members in DND Flag
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Because the button is programmed with the ACD Agent Wrap-Up Terminate feature, agents
can also press the button to be removed from wrap-up mode. When the agent terminates the
wrap-up time, the lamp turns off.
Trunk Features
This section explains the trunk functions and programmable features.
CAUTION
Possible trunk misuse. While this system is designed to be reasonably secure against
CO trunk misuse by outside callers, there is no implied warranty that it is not vulnerable to
unauthorized intrusions and toll fraud. If the central office does not provide supervision it
will not disconnect the call when one party hangs up; it is possible for a caller to remain
connected to a CO trunk circuit. If this happens, and the caller begins dialing, the call could
be placed through the system and would then be billed to the system’s owner. The system
cannot check this type of call for toll restriction and may not register the call in SMDR. This
problem could arise when a call is connected to an endpoint or when a call is in an unsu-
pervised conference.
Caller ID, DNIS, and ANI
The standard Advanced CO Interfaces feature is required to use the following
features.
NOTE
The system supports Caller ID, ANI, and DNIS to data about the source of the call.
•
•
Caller ID: Caller ID information gives the caller’s phone number and/or name.
Automatic Number Identification (ANI): ANI information identifies the caller’s
phone number. The system receives a specified number of digits.
•
*ANI*: This is a form of ANI that does not have a specified number of digits. The sys-
tem receives a star (*) before the ANI digits to signal the beginning of the caller’s
phone number. Then there is another star after the digits to signal the end of the ANI
information.
•
•
Dialed Number Identification Service (DNIS): DNIS identifies the number that was
dialed to reach your location. The system receives a base number and a specified num-
ber of digits that identify the dialed number.
*DNIS*: This is a form of DNIS that does not have a specified number of digits. The
system receives a star (*) before the DNIS digits to signal the beginning of the dialed
number. Then there is another star after the digits to signal the end of the DNIS infor-
mation.
•
*ANI*DNIS*: This is a two-stage address service that provides both the caller’s phone
number and the dialed number. It combines the *ANI* and the *DNIS* features
described above.
Inter-Tel Endpoint Displays
Whether call information appears on the Inter-Tel endpoint display and what information
appears, is determined by endpoint flags in the database. The flags include:
•
Expanded CO Call Information on Displays: This flag determines whether call infor-
mation (trunk name or call information) is displayed at the endpoint. If it is enabled, the
Outside Call Party Information Has Priority flag (described below) determines what is
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displayed. If it is disabled, the programmed trunk group username will appear on the
display. In the default state, this flag is enabled.
•
•
Outside Party Call Information Has Priority: If the Expanded CO Call Information
flag is enabled (as described above), this flag determines what information is displayed
at the endpoint. If enabled, any call that is received on a trunk that provides outside call
information (for example, Caller ID or ANI), will be identified on the endpoint’s dis-
play with the call information. If disabled, the display will show the DID or DNIS
information for the call (if available). In the default state, this flag is enabled.
Display Outside Name: If this flag is enabled, the endpoint user can switch between
the outside party name and number when connected to a CO call with outside party
information. The endpoint user enters the Display Outside Party Name On/Off feature
code (379). In addition, the enhanced ring-in displays will provide the user with more
information such as both Caller ID name and number if available, or tell the user if a
Caller ID number is blocked or out-of-area. This is an endpoint flag that applies to
Inter-Tel endpoints only. In the default state, this flag is enabled.
The system provides the user with advanced displays for direct ring-in calls if the endpoint has
both of the following endpoint flags enabled: “Expanded CO Call Information on Displays”
and “Outside Party Call Information Has Priority.”
A typical direct ring in display would look like the following: “TRNK GRP 1 RINGING IN.”
However, with the enhanced displays, the system will attempt to display the name of the out-
side caller on line 1 and the number of the outside caller on line 2.
When a CO call rings into the system, the system uses the following criteria to determine the
name that will appear on the display endpoints. The criteria are listed from highest priority to
lowest priority.
Display Line 1
The following criteria are used to display the name on the top line of the ring-in display. This
assumes that all of the necessary endpoint flags are properly set and usernames are correctly
filled in or left blank (at the programmer’s discretion) for Call Routing Tables and Trunk
Group Names.
1.
2.
3.
Outside Party Name provided by the Desktop Application, if available.
Outside Party Name provided by Caller ID, if enabled at the system-wide flag level.
Outside Party Name provided by System Speed Dial. If the collected number matches a
number in a Speed Dial bin, the system uses the name of the corresponding Speed Dial
bin.
4.
5.
6.
Outside Party Number provided by the Desktop Application.
Outside Party Number provided by Caller ID, if enabled at the system-wide flag level.
Outside Party Number provided by ANI service, if enabled at the system-wide flag
level.
7.
8.
9.
Call Routing Table Name, if the name is not blank.
Trunk Group Name, if the name is not blank.
Default Trunk Group Name (TG XXXXX).
Display Line 2
The following criteria are used to display the number on the bottom line of the ring-in display.
This assumes that all of the necessary flags are properly set.
1.
2.
3.
Outside Party Number provided by the Desktop Application, if available.
Outside Party Number provided by Caller ID, if enabled at the system-wide flag level.
Outside Party Number provided by ANI service, if enabled at the system-wide flag
level.
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Inter-Tel Endpoint Displays
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4.
5.
Number Absence Reason, such as Caller ID “OUT-OF-AREA” or “PRIVATE”
(blocked) message.
RINGING IN display.
ANI and Caller ID information is also sent to the Voice Mail application to provide the caller’s
phone number as part of the message envelope
Single Line Endpoint Displays
Caller ID to single line endpoints uses the calling party information that the system receives
from the central office (CO). Once programmed, on-hook single line endpoints display the
calling party’s phone number after the first ring when they receive an incoming CO call. The
Caller ID information is also displayed if the single line endpoint receives a transferred call
from another endpoint that has calling party information.
NOTE Caller ID is not transmitted to Single-Line adapters (SLAs).
Single line endpoint Caller ID requires the following provisions:
•
•
•
•
Calling Party information services from the telephone company CO
Advanced CO Interfaces, which is a standard feature on the Inter-Tel CS-5200/5400
CO trunks programmed for Caller ID
Programming that enables the single line endpoint to receive Caller ID signals
Outgoing-Access, Allowed-Answer, and Ring-In Assignments
Each trunk group has programmed lists of endpoints for outgoing-access, allowed-answer, and
ring-in assignments for day and night modes.
Outgoing-access assignment for a particular trunk group or node trunk group permits the end-
point user to place calls using trunks in that trunk group. Each endpoint has a default outgoing
OUTGOING
access code programmed in the database. When the user presses the
button, presses
an idle Call button, or enters the Outgoing Call feature code (8), the system automatically
selects an outgoing trunk.
Because the network does not allow users to directly access trunks on other
NOTE nodes, each trunk group’s Outgoing Access can contain only endpoints on the
local node. Users must use ARS to access trunks on other nodes.
•
•
Allowed-answer access to a particular trunk group permits the endpoint user to answer
incoming calls on the trunks in that trunk group, even if the endpoint does not have
ring-in assignment for that trunk group. Endpoints cannot have allowed-answer assign-
ment for trunk groups on other nodes. On Inter-Tel endpoints, the individual trunk but-
ton flashes (if one exists) to indicate the ringing call. If a endpoint is programmed with
allowed-answer access only (no ring-in) for a trunk group, direct ring-in calls on that
trunk group can be answered by entering the Automatic Trunk Answer feature code
(350) or pressing the flashing individual trunk button.
Ring-in assignment for a particular trunk group can be assigned to one or more end-
points, extension lists, or voice processing system applications; to a hunt group; to
DISA; or to a call routing table. A trunk can ring in to an endpoint or voice processing
system application on another node. The ring in destination(s) for the trunk group will
receive direct ring-in calls on trunks in that trunk group. On Inter-Tel endpoints with
ring in, the individual trunk or Call button flashes, and the display indicates a ringing
call. Allowed answer for the trunk group is automatically assigned to an endpoint with
ring in.
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Single Line Endpoint Displays
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When Inter-Tel endpoints have outgoing-access or ring-in assignments, the associated individ-
ual trunk buttons show the status of their trunks.
Endpoints that do not appear on any of the lists cannot place or directly receive outside calls;
they are limited to intercom calls, conferences, transferred calls, and retrieving calls on system
hold. A call on system hold can only be picked up at the endpoint that placed it on hold or at an
endpoint that has an individual trunk button and has allowed-answer and/or outgoing access for
that trunk.
A private trunk group with one or more trunks can be established by programming outgoing-
access, ring-in, and allowed-answer permission for the trunk group to only one endpoint.
Answer Feature Code
For calls that are ringing or holding at the endpoint, the user may enter the Answer feature
ANSWER
code (351) or press the
button. When more than one call is ringing or holding, the
following priority list determines which call is answered first:
•
•
Ringing calls (ring ins, recalls, callbacks, or transfers) are answered in the order they
were received.
Calls on individual hold are answered in the order they were placed on hold.
Automatic Route Selection (ARS)
ARS is a money-saving feature that allows the system to be programmed to select the least
expensive route for placing outgoing calls. It can be used for placing outgoing calls and trans-
ferring or forwarding calls to outside phone numbers. Endpoints can be restricted to using only
ARS for placing outgoing calls. Also, because users do not have direct access to trunks on
other nodes, ARS is the only way users can place calls using the other nodes’ trunks.
ARS is programmed using route groups and facility groups.
•
Route Groups: A route group contains dialing patterns and facility groups.
—
The dialing patterns are used to determine the calls that will be routed through the
route group. For example, the default dial pattern for Route Group 1 is N+ (any
number of digits beginning with digit 2–9). If a number is dialed that begins with
1, it will not be routed through this route group.
—
Each route group has an ordered list of facility groups that contains lists of local
trunk groups and/or nodes. There can be 100 facility groups in the system. The
facility groups should be programmed so that the least-expensive route is checked
and, if available, is selected first. If the least-expensive facility group is not avail-
able, the system checks the other groups in the list until it finds an available trunk.
•
Facility Groups: A facility group contains trunk group/node lists and dial rules.
—
—
The trunks can include local trunk groups or nodes.
The dial rules tell the system what to dial. The system can have up to 32 dial rules,
26 of which are programmable. Each facility group can use up to 32 dial rules. For
example, if the selected route group requires that the number contain “1” but no
area code, the dial rules include the 1 and drop the area code. The modified phone
number can contain up to 32 digits. (If SMDR is enabled, the modified phone
number, not the digits dialed, will appear in the SMDR call record.) When pro-
gramming ARS, you can use preset dial rules or create new dial rules that add up
to 16 digits each.
—
—
The preprogrammed dial rules are:
Dial Rule #1 – Echo Equal Access: This non-programmable dial rule includes the
equal access digits (10XXX or 101XXXX) in the number, if dialed.
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Answer Feature Code
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—
—
Dial Rule #2 – Echo Toll Field: The toll field (1, 0, 01, or 011) is included in the
number, if dialed. This dial rule is non-programmable.
Dial Rule #3 – Echo 3 Digits After Toll Field: With this non-programmable dial
rule, the three digits after the toll field are included in the number. (These digits
are usually the area code or country code.)
—
—
Dial Rule #4 – Echo Local Address: This non-programmable dial rule allows
ARS to dial the phone number that was dialed by the user.
Dial Rule #5 – Add Account Code: This non-programmable dial rule causes the
system to dial the account code that is associated with the call, when it is avail-
able. The account code can be entered using any of the account code types, includ-
ing All Calls Following, as long as the system receives the account code before
the end of dialing. (To use an optional account code, the code must be entered
before the number is dialed.)
—
—
Dial Rule #6 – Add Extension Number: This non-programmable dial rule tells
the system to include the extension number of the endpoint or voice processing
system application that is being used to place the call.
Dial Rule #7 – Add #: This dial rule adds a pound (#) to the number dialed. This
dial rule can be programmed.
When ARS is selected, the user dials the number (including the area code, if needed), and the
system does the following:
1.
Checks the dialed number and matches the dialing pattern to a route group: The
system checks the route groups in numerical order and selects the first group that
applies to the dialing pattern of the number that was dialed.
If the Emergency Call feature is programmed to use ARS, the emergency
NOTE calls will always go through Route Group 1, regardless of route group pro-
gramming.
2.
3.
Selects a facility group: If all of the trunks are busy, and the endpoint is enabled for
ARS camp on, the call will camp on to the facility group until a trunk is available.
Checks for toll restrictions and outgoing access: Before the number is modified by
the facility group’s dial rules, the system checks the endpoint toll restrictions and outgo-
ing access to determine whether the call is allowed. If allowed, the system continues to
the next step. If not allowed, the system sends reorder tones, and the call is not placed.
All calls placed using ARS are toll restricted, regardless of whether the selected trunk is
subject to toll restriction. However, Emergency Call feature calls are never toll-
restricted.
4.
5.
Adds or deletes digits according to the facility group chosen: Each facility group has
a programmed set of dial rules that tells the system what to dial. For example, if the
selected route group requires that the number contain “1” but no area code, the dial
rules include the 1 and drop the area code.
Dials the modified phone number: If the number is allowed, the system seizes an idle
trunk in one of the selected trunk groups, waits for the Dialing Wait After Connect
timer to expire, and then dials the number.
When ARS is used, the user hears dial tone when the feature code is entered (manually or auto-
OUTGOING
matically using a Call button, the ARS button, or the
button). The user then dials
the number and hears silence until the trunk is seized and dialing is completed. (The user will
not hear the digits being dialed.) The call appears under an available Call or trunk button.
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Automatic Route Selection (ARS)
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Figure 9. ARS Example
1
Station user enters 1234
account code and dials
1-602-961-9000
2
ARS does the following:
•
Checks the number and
finds dialing pattern 602+
in Route Group 2.
Inter-Tel
•
•
•
Selects
with an available trunk.
a
facility group
CS-5200/5400
Communication
Server
Checks toll restriction and
outgoing access.
Uses dial rules to modify
the number:
Echo 3 Digits After Toll
Echo Local Address
Add Account Code
CO
•
Dials the modified num-
ber.
OUTGOING CALL
DIALED =
1-602-961-9000-1234
Basic Rate Module (BRM-S)
Basic Rate Interface (BRI) capability is supported only in Inter-Tel Europe
installations.
IMPORTANT
Each Basic Rate Module (BRM-S) provides two BRI S/T-interface ports for connecting BRI
trunks to the system. The BRM-S does not support video conferencing or connection of BRI
endpoints to the system.
Each ISDN BRI port provides two trunks/circuits/bearer-channels for a total of four BRI trunks
possible on each BRM-S module in the chassis.
Toll Restriction
The following features provide toll restriction on the system and are described in further detail
in this section.
•
Trunk Group Toll Restriction: Each trunk group can be designated as “subject to toll
restriction” or “not subject to toll restriction” in Database Programming. If subject to
toll restriction, endpoint class of service is checked when the trunk group is selected for
placing an outgoing call. The exceptions to trunk group toll restriction are as follows:
—
Emergency Call Feature: When the Emergency Call feature code is entered, the
designated trunk access code is used to seize a trunk and the programmed emer-
gency number is dialed regardless of any endpoint or trunk group toll restrictions.
—
Automatic Route Selection (ARS): Calls placed using ARS (except Emergency
Call feature calls) are always subject to toll restriction, regardless of the selected
trunk group’s toll restriction programming. Note that only the endpoint COS is
checked; the trunk group COS is not.
—
Network ARS Calls: When determining toll restriction for an ARS outgoing call,
the network checks the endpoint toll restriction based on the database information
on the node on which the endpoint resides, not the node that contains the trunk
which the system uses to place the call. The system does not check the trunk COS
for ARS calls.
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•
•
Exemption from ARS-Only Restriction: Each trunk group may be designated as
“exempt from automatic route selection (ARS) only.” If exempt, endpoint users with
the ARS-Only class of service can select the trunk group directly.
Absorbed Digits: Trunk groups that are subject to toll restriction can be programmed
to “absorb” (ignore) the first digit(s) dialed. This allows the system to handle the dialed
digits just as they would be by the local telephone company or PBX to which the sys-
tem is connected.
•
Endpoint and Trunk Group Classes of Service: Each endpoint and trunk group can
be assigned one or more classes of service (COS) to restrict or allow certain digit pat-
terns when an outside call is dialed. Trunk group COS is not checked if ARS is used.
Class of Service
Each endpoint and each trunk group that is subject to toll restriction is assigned a toll restric-
tion class of service (COS) that restricts dialing patterns on outside calls.
COS is programmed individually for endpoints, voice processing system applications, and
trunk groups. Separate COS designations are available for day and night modes. An endpoint
or trunk group can be completely unrestricted or can have a combination of COSs.
System Speed Dial numbers can be programmed to bypass COS restrictions on a system-wide
basis. If the option is not enabled, all System Speed Dial numbers are subject to toll restriction.
Because a condition may exist where a critical or life-threatening situation needs to be
reported, using the Emergency Call feature code will override all toll restrictions and trunk
access programming.
Note that if the trunk group is not subject to toll restriction, neither the trunk group nor end-
point COS is checked, unless the call is placed using ARS. ARS calls are subject to endpoint
toll restriction only.
The first nine COS designations (01–09) have default values. COS designations (10–16) do not
have default values and are blank. All of the classes of service are programmable. Each may be
specified as an “allowed” or “denied” class of service, dialing patterns can be programmed for
each, and each can be assigned to endpoints and trunk groups as needed.
The default values of COS 01–09 appear in the following table.
Table 25. Class of Service Default Values
COS
NAME
RESTRICTION
01
ARS Only
This is an endpoint class of service only. It is not used for trunk
groups. Also, the Automatic Route Selection (ARS) feature, which
is standard on the Inter-Tel CS-5200/5400, is required. Calls can
only be placed using the ARS feature. The user will hear reorder
tones when attempting to place a call using any other method. A
restricted user can still select individual trunks if the trunks are
designated as “exempt from ARS Only,” as described on
page 158, or if they were transferred, were placed on hold, or are
recalling or ringing. Trunk restriction determines which trunks in
the ARS route group can be selected by the endpoint or applica-
tion.
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Class of Service
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Table 25. Class of Service Default Values(Continued)
COS
NAME
RESTRICTION
02
Deny Area/
Office
This restriction is divided into eight user groups to allow the use of
varying area/office code restriction tables. This is useful for reduc-
ing restrictions for some of the endpoints, applications, or trunk
groups while increasing restrictions for others. Each endpoint,
application, and trunk group is assigned a day mode and a night
mode user group in Database Programming. Within each user
group, area codes can be designated as restricted, allowed, or
extended. Restricting an area code prevents users from placing
calls to that area code. Allowing an area code allows all office
codes within that area code. Designating an area code as
extended allows the programmer to determine which office codes
(up to 800) are allowed or restricted within that area code.
03
04
05
06
07
08
09
Deny
Operator
Calls to operator numbers are restricted.
Deny Toll
Access
Calls to numbers containing a toll string (defaults to 1) are
restricted.
Deny
International
Calls to international numbers are restricted.
Deny Equal
Access
Calls that begin with equal access digits (10XXX or 101XXXX) are
restricted.
Deny Local
Calls
Calls to local numbers are restricted.
Denied
Numbers
Calls to programmed “denied” numbers (defaults to
1900NXXXXXX+ and 976XXXX+) are restricted.
Allowed
Numbers
Calls to programmed “allowed” numbers (defaults to
1800NXXXXXX+) are allowed, even if number also matches a dial
pattern in a restricted class of service that is assigned to the end-
point, application, or trunk group being used.
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Class of Service
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Emergency Call
NOTICE
It is the responsibility of the organization and person(s) performing the installation and main-
tenance of Inter-Tel Advanced Communications Platforms to know and comply with all regu-
lations required for ensuring Emergency Outgoing Access at the location of both the main
system and any remote communication endpoints.
Ask your Inter-Tel equipment provider or Inter-Tel-certified technician for details about Inter-
Tel systems’ Emergency Call capability. Remote IP and SIP endpoints may require gateway
access to nearby emergency responders.
Emergency Call phone numbers include:
•
•
911, the default for Inter-Tel systems located in the United States (US).
999, the default for Inter-Tel systems located in the European market and used pri-
marily in the United Kingdom (UK).
•
•
If applicable, 112, an emergency number used widely in Europe outside of the UK.
Any emergency number, such as for a police or fire station, that is appropriate for the
location of the main system and/or remote endpoints.
The Inter-Tel 5000 allows immediate access to local emergency facilities when an endpoint
user enters the Emergency Call feature code. The dialing pattern defaults to 911 in US systems
and to 999 on systems in the European market. When activated, the Emergency Call feature
selects a trunk or routes the call based on endpoint programming. When activated, the Emer-
gency Call feature overrides all toll restrictions and trunk access programming.
Emergency Extensions can be programmed for each endpoint, and Day/Night Emergency Out-
going Access Lists are used to validate the extension making the emergency call. When a user
dials the Emergency Call phone number at intercom or CO dial tone, emergency outgoing
access is granted based on system programming and what the user dialed, as described in the
following scenarios:
•
If the user dials the Emergency Call feature code from an endpoint with a trunk or trunk
group programmed as the Emergency Extension, the Emergency Call feature routes the
call based on the endpoint’s Emergency Extension. The trunk or trunk group does not
validate the endpoint originating the emergency call against the trunk group’s Emer-
gency Day/Night Outgoing Access List. An idle trunk is seized and the system automat-
ically dials Emergency Number 1.
•
If the user dials the Emergency Call feature code from an endpoint with ARS pro-
grammed as the Emergency Extension:
a. The Emergency Call feature routes the call based on the endpoint’s Emergency
Extension.
b. The call is routed to Route Group 1.
c.
The call tries the first facility group in Route Group 1.
d. The trunk group or node trunk group validates the endpoint originating the emer-
gency call against the group’s Emergency Day/Night Outgoing Access List.
e. If the call is denied, it tries the next member in the facility group. If each member
denies the call, the call tries the next facility group in Route Group 1’s list.
If everything is denied due to Emergency Outgoing Access, the call is routed once
again to Route Group 1. The system then tries to route the call on the first facility
group in Route Group 1. The trunk group or node trunk group does not validate
the endpoint originating the emergency call against the group’s Emergency Day/
Night Outgoing Access List. If no trunks are available, the system tries to route
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Emergency Call
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the call on the next member in the facility group. If all of the members are
unavailable, the call will Camp On to Route Group 1 until a trunk is available.
•
•
If the user accesses a trunk or trunk group and dials any Emergency Number (1–10),
the trunk or trunk group does not validate the endpoint originating the emergency call
against the trunk group’s Emergency Day/Night Outgoing Access List. An idle trunk is
seized, and the system automatically dials the emergency number.
If the user accesses ARS and dials any Emergency Number (1–10):
a. The call is routed to Route Group 1.
b. The call tries the first facility group in Route Group 1.
c.
The trunk group or node trunk group validates the endpoint originating the emer-
gency call against the group’s Emergency Day/Night Outgoing Access List.
d. If the call is denied, the call tries the next member in the facility group. If each
member denies the call, the call tries the next facility group in Route Group 1’s
list.
If everything is denied due to Emergency Outgoing Access, the call is routed once again to
Route Group 1. The system then tries to route the call to the first facility group in Route Group
1. The trunk group or node trunk group does not validate the endpoint originating the emer-
gency call against the group’s Emergency Day/Night Outgoing Access List. If no trunks are
available, the system tries the next member in the facility group. If all of the members are
unavailable, the call will Camp On to Route Group 1 until a trunk is available.
Inter-Tel recommends that only local trunks be installed and used for emergency
trunk access and that only local trunks be programmed in Route Group 1. Pro-
NOTE gramming a node in Route Group 1 may cause the system to access a trunk on
a separate node when ARS is used for emergency access. If this occurs, Emer-
gency Outgoing Access is no longer validated.
The system will allow the Dialing Wait After Connect timer to expire and will then dial the
digit string programmed in the database as the emergency number.
At the time the call is processed, a minor alarm will be generated by the system and sent to all
Administrator endpoints. Also, if the Message Print option is enabled, the alarm message is
sent to the designated output port.
Figure 10. Emergency Call Feature Flow Diagram
Call placed
to the programmed
Emergency Number
Inter-Tel 5000
Database Programming
Emergency Extension =
Alarm #11
displays
Trunk Group 1 (92001)
OR
Direct Trunk Access
Endpoint user
dials the
Emergency
Extension
Emergency Number =
911, 999, or as appropriate
Message Print printout,
if enabled
Page 161
Emergency Call Feature Flow Diagram
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Emergency Outgoing Access Lists
The Inter-Tel 5000 supports two outgoing access lists called Emergency Day Outgoing Access
and Emergency Night Outgoing Access. These lists, which are similar to the Day/Night Outgo-
ing Access lists, are programmable for CO Trunk Groups and Node IP Connection Groups.
These lists default to the Auto Extension List PP051: Auto: All Endpoints.
Ten Emergency Numbers
The system can store up to 10 emergency numbers that are dialed when the Emergency Call
feature is used.
When the Emergency Call feature code is dialed, the system selects a trunk from Trunk Group
1 and automatically dials the number programmed in the database as Emergency Number 1.
For systems operating in the US, the default Emergency Number 1 is 911. For systems operat-
ing in the European market, the default Emergency Number 1 is 999.
If a user accesses a trunk or ARS and dials Emergency Numbers 1–10, the dialed number will
automatically override all toll restrictions and trunk access programming.
If the system is installed in an area where emergency responder services such as 911or 999 are
not available, Inter-Tel recommends substituting the phone number for the local police or fire
department or the telephone company operator.
This feature can be made inoperative by removing all trunk access and/or by removing the
dialed digit string. If Emergency Call is not operational, the system presents a warning mes-
sage that the feature has been disabled. The programmer must acknowledge or change this con-
dition before system operation can continue.
Like other feature codes, the Emergency Call feature code can be changed from 911 or 999 to a
different code, if necessary.
An Emergency Number is blocked when no trunks or Emergency Numbers are programmed in
the database or when all trunks in a trunk group are busy.
If the Emergency Call feature is programmed to use ARS, Route Group 1 for local calls will be
used even if its dial patterns are reprogrammed.
Emergency calls, by default, use the first local trunk group and will not be sent using node
trunk groups on other nodes. However, when ARS is used to place an emergency call, Route
Group 1 is used even if it contains nodes. This means that the network can access a trunk on a
node other than the user’s node if the user accesses ARS and dials the Emergency Number.
When a user places an emergency call, every Administrator in the network receives the emer-
gency alarm, Alarm #11.
Local trunks must be installed and used for Emergency Number trunk
IMPORTANT
access. Nodes should not be used in Route Group 1.
Calling Party Number
Each endpoint can be programmed to send an identifying number when a call is placed. The
Calling Party Number field is located in Devices and Feature Codes/Endpoints/Individual End-
point programming. This information is required by government regulation for emergency calls
in areas. Up to 48 digits can be programmed in the Calling Party Number field. However,
check with your service provider to determine their specific requirements for this field. This
number will be sent in the ISDN setup message in the Calling Party Number Information Ele-
ment. In addition, the system will also send the extension number of the endpoint in the Call-
ing Party Number Subaddress Information Element.
No default number exists for this field. It is up to the programmer to supply the
correct Emergency Calling Party Number for each endpoint.
NOTE
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Emergency Outgoing Access Lists
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
If an Off Premises Extension is used for dialing and Emergency Number such as 911 in the US
or 999 in the European market, the emergency responder operators will see Calling Party Num-
ber or the address of the location of the system, not the off-premises address. Off-premises per-
sonnel should be prepared to give the correct address and other pertinent information if it is not
programmed as the Calling Party Number.
The following diagrams illustrate a remote site without and with an MGCP/SIP gateway.
Figure 11. Example of a Remote Site Without an MGCP/SIP Gateway
911
Operator
Phoenix, Arizona
USA
Caller dials 911
PSTN
IP NETWORK
Caller ID Display:
480-961-9000
Inter-Tel 5000
Located in Phoenix, Arizona
USA
IP Endpoint
480-961-9000
Remote Site
Located in Orange, California
USA
714-283-1600
Figure 12. Example of a Remote Site with an MGCP/SIP Gateway
911
MGCP/SIP
Gateway
PSTN
Operator
Orange, California
IP NETWORK
USA
(i.e., AudioCodes)
Caller ID Display:
Inter-Tel 5000
Phoenix, Arizona
USA
714-283-1600
Caller dials 911
480-961-9000
IP Endpoint
Remote Site
Located in Orange, California
USA
714-283-1600
.
The MGCP/SIP gateway is intended to connect to the PSTN. Connecting the
NOTE MGCP gateway to single line ports on other telephone systems is currently not
supported.
When configured with an MGCP/SIP Gateway, the system can be programmed so that when an
Emergency Number such as 911 or 999 is dialed from an IP endpoint, the associated calling
name and number, not the system, is sent to the emergency responder operators.
Page 163
Example of a Remote Site Without an MGCP/SIP Gateway
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CAUTION
Possible Delay in Local Emergency Response to Remote Sites.
IP and SIP endpoint users should be alerted to the following hazardous situations:
•
•
If an Emergency Call phone number is dialed from an IP or SIP endpoint located at a
remote site that is not equipped with a correctly configured gateway, the call will be
placed from the location where the system chassis is installed rather than from the loca-
tion where the emergency call is made.
In this situation, emergency responders may be dispatched to the wrong location. To
minimize the risk of remote site users misdirecting emergency responders, Inter-Tel
recommends regular testing of MGCP/SIP gateway trunk(s) for dial tone.
If uninterruptible power supply (UPS) protection has not been installed as part of the
Inter-Tel 5000 system, IP and SIP endpoints will not operate when electrical power fails
either at remote sites or at the main system location.
To place calls during a power failure in this situation, IP and SIP endpoint users can
only use a single line endpoint connected to one of the power failure bypass circuits
built-in to the system chassis. If an endpoint connected to a power failure bypass
circuit is not available, users should make emergency calls from a local phone not
connected to the system.
Day and Night Modes
Separate lists appear in the database for Class of Service, Outgoing Access, Allowed Answer,
and Ring In assignments for day and night modes. When an Administrator enters the Night
Ring feature code, the system uses the night mode lists. When the system is in day mode, the
day lists are used. Active calls are not affected when the mode is changed.
System Administrators can place any or all remote nodes into night mode or day mode. The
default feature code for Enable Network Night is 9861. The default feature code for Disable
Network Night is 9862.
The Night Ring On/Off feature code (9860) affects only the node on which the
Administrator resides. For a complete explanation of System Administrator fea-
NOTE
Direct Inward System Access (DISA)
DISA is a programmable feature that allows an outside party to dial into the system from an
external DTMF endpoint and then dial extension numbers, hunt group pilot numbers, and off-
node device extensions. DISA callers do not have access to outgoing trunks or page zones.
Any of the trunk groups can be programmed to receive incoming DISA calls in day and/or
night mode. When not in use for DISA, the trunk group can be used for placing outgoing calls
by endpoints with outgoing access permission.
Due to the natural characteristics of the trunk, the volume level of DTMF tones
transmitted over the trunk may be substantially reduced before reaching the sys-
tem. This natural degradation in tone volume may adversely affect the reliability
NOTE of the DISA feature. Other factors which can affect DISA performance are trunk
noise and the quality and strength of the DTMF tones generated by the off-pre-
mises endpoint itself. If the system cannot recognize a DTMF digit, the call is
automatically sent to the primary Attendant.
When a DISA user calls an extension number, the call rings as a direct ring-in call, even if the
called endpoint is busy or in Do-Not-Disturb. The DISA caller hears music or ringing (deter-
mined by a system-wide option in Database Programming) until the Transfer Available or
Page 164
Day and Night Modes
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Transfer Busy timer expires. Then, if the call is not answered, it recalls the called endpoint’s
Attendant. If the called endpoint is forwarded, the call follows the programmed forwarding
path.
When a hunt group pilot number receives a call through DISA, the call rings or circulates
according to how the hunt group is programmed (i.e., linear or distributed).
If a caller dials a valid hunt group pilot number that has no members assigned to it, the call
automatically rings at the primary Attendant endpoint until the Abandoned Call timer expires.
If the call is not answered before the Abandoned Call timer expires, the call is disconnected.
Security Codes
DISA trunks can be assigned security codes (up to eight digits in length) that are required for
access to the system. The installer can program separate codes for each DISA trunk group to be
used during day and/or night modes.
To prevent unauthorized access to the outgoing trunks, all trunk groups using
DISA should have a security code.
NOTE
During database programming, the programmer can determine the number of times that a
caller may unsuccessfully attempt to enter a security code and/or dial an extension number. If
the user does not succeed within the determined number of attempts, the call will be discon-
nected (if the security code is invalid) or transferred to the primary Attendant (if the extension
number is invalid).
Using DISA
If DTMF decoders are unavailable when a DISA call is received, the incoming
DISA call is automatically sent to the primary Attendant.
NOTE
To use DISA:
1.
From a DTMF endpoint, dial the phone number of the DISA trunk. When the call is
answered by the system, you hear system intercom dial tone.
If you hear a single progress tone, enter the appropriate (day or night) DISA security
code, followed by pound (#).
2.
Dial an extension number or a hunt group pilot number. (To call the primary Attendant,
dial 0.) You hear music or ringing until the call is answered.
Figure 13. DISA Example
DISA
1
Inter-Tel
CS-5200/5400
Communication
Server
Caller dials DISA
number, hears
dial tone, and
enters password
(if required)
2
Caller can dial a voice processing
system, station, or hunt group
extension number
Page 165
Security Codes
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Inter-Tel Endpoint Features
The following sections describe how to use Inter-Tel endpoint features.
Volume Controls
On Inter-Tel endpoints, volume is controlled in the following ways:
•
On Model 8600, 8620/8622, and 8660 endpoints, illustrations of speakers ( and
represent higher and lower volume levels. Press the end of the button to lower the
volume and the end of the button to raise the volume.
)
•
On the Executive, Standard, and Axxess Basic Phones, an illustration on the button
(that looks like this ) represents higher and lower volume levels. Press the
lower end in place of the down arrow and the higher end in place of the up arrow.
•
•
On the Professional, Associate, and Eclipse Basic Phones, arrows on the key represents
higher and lower volume levels.
The other Inter-Tel endpoints have separate VOL UP and VOL DOWN keys.
The volume adjustment button on the digital endpoints also can be used
for scrolling through displays.
NOTE
To change volumes on an Inter-Tel endpoint:
Press the appropriate button to raise or lower the volume, using one of the procedures listed
below. A confirmation tone will alert you when you have reached the highest or lowest possi-
ble volume. On display endpoints, the display shows VOLUME LEVEL X. The “X” repre-
sents the level and changes as the volume is raised or lowered.
•
•
•
•
•
•
To change handset intercom voice volume: Adjust the volume while on an off-hook
(handset) intercom call.
To change handsfree intercom voice and paging volume: Adjust the volume while on
an on-hook (speakerphone) intercom call.
To change handset outside call voice volume: Adjust the volume while on an off-
hook (handset) outside call.
To change handsfree outside call voice volume: Adjust the volume while on an on-
hook (speakerphone) outside call.
To change headset intercom voice volume: (Model 8620 and 8660 endpoints only)
Adjust the volume while using the headset and on an intercom call.
To change background music volume: Adjust the volume while listening to music
through the endpoint speaker. The selected background music volume level is automati-
cally saved.
•
To change alerting tone (ring tone) volume: Adjust the volume while the endpoint is
ringing or idle. OR, while on-hook, press both edges of the Volume button to hear the
currently programmed volume. Then adjust the volume.
•
•
To change handset progress tone volume: Press the desired arrow while listening to
intercom dial tone through the handset.
To change speakerphone progress tone volume: Press the desired arrow while listen-
ing to intercom dial tone through the speakerphone.
3.
To save the setting on a digital endpoint: Press both edges of the Volume button at the
same time. The display shows VOLUME SAVED.
If this step is not performed, the phone will return to the previous volume level when
the call or tone ends, except for the ringing alert tone or background music volume,
which is automatically saved at the most recent volume level.
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Inter-Tel Endpoint Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To return an Inter-Tel endpoint to default volume levels:
While on- or off-hook, enter the Default Endpoint feature code (394). If off-hook, hang up. The
display shows ENDPOINT DEFAULTED.
Entering this feature code also cancels Do-Not-Disturb, manual call forwarding,
background music, ring intercom always, all calls following account code, head-
set mode, and queue requests; and restores handsfree mode, pages, hunt group
NOTE
calls, and system forwarding.
Selectable Ring Tone
The tone of the endpoint ring signals (all tones except call waiting) can be changed by the user
to create distinctive ringing. If endpoints are placed close together, changing the tone makes
each endpoint’s ring easier to recognize. On all Inter-Tel endpoints, the tone is changed by
entering a feature code and a code, as described below.
There are ten ring tone options (0–9). Selection 0 will turn off the ring signals.
To change endpoint ring tone:
1.
While on-hook, enter the Program Ring Tone feature code (398). The display shows
SELECT RING TYPE (0–9) OR SCROLL.
2.
To select a specific ring tone: Enter a number 1–9 for the desired ring tone. The dis-
play shows RING TYPE X SELECTED.
To scroll through the tones: Press the low end of the Volume button or the PREVI-
OUS button to scroll backward through the tones. Press the high end of the Volume
button or the NEXT button to scroll forward. (You cannot scroll to selection 0, you
must enter it as described below.) The display shows RING TYPE X SELECTED.
0
To turn off ringing: Enter
or press the RINGER OFF menu button. The display
shows RING TYPE OFF SELECTED.
#
3.
Lift and replace the handset or press the pound button ( ), both ends of the Volume
button, or the ACCEPT button to exit. The selected tone will be heard when the end-
point rings (unless ringing was disabled). The display shows RING TYPE X SAVED.
Default Endpoint Identification on Display
When a display endpoint is idle, the extension number, username, time, and date are displayed.
While on a call, in Do-Not-Disturb, or unconditionally forwarded, other information appears
on the display. To redisplay the default ID, use the following procedure.
To display the date, time, username, and extension number:
On a Model 8600, 8620, 8660, or 8662 endpoint, press the Special button and enter
the Display Time/Date feature code (300). The date, time, username, extension num-
ber, and endpoint status are displayed for 5 seconds. If the endpoint is operating in SIP
mode, entering code 300 will display the IP address of the endpoint.
“All Transient Displays” Endpoint Flag
The “All Transient Displays” endpoint flag, when enabled, allows all transient call handling
displays to appear on the endpoint display. If it is disabled, the CALL TRANSFERRED TO
XXXX and MESSAGE LEFT FOR XXXX transient displays does not appear.
Each transient display appears for 5 seconds before another display can take its place. Dis-
abling the flag allows high-traffic stations such as Attendants to change displays more quickly
after a message is left by the endpoint user or after a call is transferred.
This endpoint option cannot be programmed by the user. It is a database-programmable flag.
Page 167
Selectable Ring Tone
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“DKTS Alternate Transient Display Timer” Endpoint Flag and Timer
As an alternative to (or in addition to) disabling the call transfer and message transient dis-
plays, as previously described, the programmer can use a combination of an endpoint flag and
a timer to control all of the endpoints’ transient displays (not just the call transfer and message
displays). The “DKTS Alternate Transient Display Timer” endpoint flag, if enabled, allows all
transient displays to be controlled by the “DKTS Alternate Transient Display” timer.
The “DKTS Alternate Transient Display” timer can be set to 1–255 tenths of a second (0.1–
25.5 seconds). The default value is 10 tenths of a second (1 second). This timer affects only
those Inter-Tel endpoints with the “DKTS Alternate Transient Display Timer” flag enabled.
“Transient Call Indication On Call Answer” Endpoint Flag
This programmable endpoint flag determines whether the endpoint user sees a call display
when answering a call by pressing a secondary extension button or by reverse transferring. If
enabled, the display shows if the call was ringing, recalling, transferred, or holding at the other
endpoint.
User-Programmable Feature Buttons
NOTE This feature does not apply to single line endpoints.
Individual Inter-Tel endpoint buttons can be designated “user-programmable” in the keymaps
during database programming. The installer can program the default feature codes, and the
endpoint user can reprogram the feature codes as desired. Default endpoint feature codes are
enter any of the general feature codes.
FWD
Inter-Tel display endpoints have a special
key if the buttons are in the default state,
FWD
however, it can be programmed to use any of the Forward feature codes. When the
but-
ton is pressed, the display shows a menu of call forwarding options. The user must then select
FWD
the desired option by pressing the corresponding button next to the display. If the
but-
ton is programmed to use any other Forward feature code (355-358), the forwarding options
FWD
will not be displayed when the
any user-programmable button a
codes (355-358).
button is pressed. Any Inter-Tel endpoint user can make
FWD
button that uses any one of the forwarding feature
tons during keymap programming. If so, the endpoint user can determine the primary endpoint
that is associated with the secondary extension button by using the feature button programming
procedures given below.
To display the current button entries:
1.
While on-hook, enter the Review Keys code (396). The display shows PRESS THE
KEY TO REVIEW.
2.
Press the feature or Speed Dial button(s) to be displayed. The display shows the feature,
username, or speed dial location name and KEY VALUE: <feature code, extension
number, or location code>. For a secondary extension button, the display shows SEC-
ONDARY: <endpoint>.
To return the buttons to default values:
While on- or off-hook, enter the Feature Key Default feature code (395). If off-hook,
hang up. The display shows FEATURE KEYS DEFAULTED.
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“DKTS Alternate Transient Display Timer” Endpoint Flag and Timer
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To program a feature code in a user-programmable button or assign a primary endpoint
to a secondary extension button:
1.
While on-hook, enter the Program Keys feature code (397). Display phones show
PRESS THE KEY TO PROGRAM.
2.
Press the desired feature or secondary extension button. The display shows the current
feature, endpoint, or Speed Dial location name and KEY VALUE: <feature, extension,
or location code>.
Enter the feature code or extension number to be stored under that button. (If programming the
FWD
button, only Call Forwarding feature codes 355–358 will be accepted.) You hear a sin-
gle progress tone when the programming is completed. Display phones show the newly pro-
grammed feature.
If you attempt to program a nonprogrammable button or enter an invalid code, you hear repeat-
ing reorder tones, and the feature code assigned to the button will remain unchanged. Display
phones show NON-PROGRAMMABLE KEY or FEATURE CODE INVALID.
If you do not enter a feature code before the Long Interdigit timer expires, the
feature code assigned to the button is not changed.
NOTE
3.
To program other buttons, repeat the procedure.
Speed-dial buttons are programmed using the procedure shown below.
Entering an extension number, using the above instructions, will create a
DSS button for that extension number, not a Speed Dial button, even if the
NOTE
button was previously programmed as a Speed Dial button.
To create a Speed Dial location in a user-programmable button:
1.
2.
3.
4.
5.
While on-hook, enter the Program Keys feature code (397). Display endpoints show
PRESS THE KEY TO PROGRAM.
Press the desired feature button. The display shows the current feature, user, or speed
dial location name and KEY VALUE: <feature or name>.
Enter the Station Speed Dial feature code (382) or the System Speed Dial feature code
(381). The display shows SELECT STN SPEED or SELECT SYS SPEED.
Enter the desired Speed Dial bin number (0–9 for endpoint, 000–999 for system). The
display shows the current contents of that bin.
To program a new number in a Station Speed Dial bin, follow the instructions given on
Dial locations.
Standard/Alternate Keymap Switching
In Database Programming, each Inter-Tel endpoint is assigned a standard keymap and can also
have an alternate keymap. The user can switch keymaps by entering a feature code.
Having two keymaps provides the user with access to more features or trunks. In most situa-
tions, the user would have one button programmed with the Switch Keymap feature code (399)
in each keymap so that it would be easy to change the keymap. (If the user-programmed button
has a lamp, the lamp is lit when the alternate keymap is active.)
When keymaps are switched, any user-programmable buttons in the maps retain their user-pro-
grammed values; they are not returned to default during the switch. However, if the keymaps
do not have the same user-programmable buttons in the same positions, the location of individ-
ual buttons may change when the keymaps change.
If a user switches keymaps during an outside call, the call will appear on the appropriate trunk
or Call button for that keymap. The button assignment may not be the same for both keymaps.
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Standard/Alternate Keymap Switching
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
For example, it could appear under a Call button on one map and an individual trunk button on
the other.
If a button is not available in the currently active keymap when a call rings in, the user will still
see the correct display, hear ringing, and can answer as usual.
To switch between keymaps when the endpoint is idle:
While on-hook, enter the Switch Keymap feature code (399). The display shows
STANDARD KEYMAP IS ACTIVE or ALTERNATE KEYMAP IS ACTIVE.
To switch between keymaps during a call:
While on a call, press the Special button and enter the Switch Keymap feature code
(399). The display momentarily shows STANDARD KEYMAP IS ACTIVE or
ALTERNATE KEYMAP IS ACTIVE.
Automatic Call Access
This feature allows an Inter-Tel endpoint user to determine the way incoming calls are
answered by entering a feature code to select the type of call access. The four variations are as
follows:
•
No Automatic Call Access: The user hears intercom dial tone when the handset is lifted
ANSWER
and must press a Call or individual trunk button (or the
button) to answer an
IC
IC
outside call, or press the
answer an intercom call.
button (or Call button, if there is no
button) to
•
•
Automatic Intercom Call Access Only: The user can answer ringing intercom calls by
simply lifting the handset, but outside calls must be answered by pressing a Call button,
ANSWER
an individual trunk button, or the
button.
Automatic Outside Call Access Only: The user can answer ringing outside calls by lift-
IC
ing the handset, but ringing intercom calls must be answered by pressing the
IC
button (or Call button, if there is no
button).
Automatic Access For All Calls: The user can answer any ringing call by lifting the handset. If
no call is ringing, the user hears intercom dial tone when the handset is lifted. (This is the way
single line endpoints work. When the system is in the default state, all Inter-Tel endpoints have
this type of call access.).
NOTE In all variations, users can receive handsfree intercom calls (if enabled).
The selected option determines how all types of ringing intercom or outside calls (direct calls,
transferred calls, recalls, etc.) are answered. If more than one call is ringing at the endpoint, the
first call received is the first answered.
When programmed for automatic outside call access, a user with allowed answer, but without
ring in, for a ringing trunk must always press an individual trunk button for that trunk or enter
the Automatic Trunk Answer feature code (350) to answer the incoming call. Transferred calls
and recalls can be answered by lifting the handset.
Camped-on calls cannot be answered by simply lifting the handset or pressing the Speaker but-
ton. For example, an endpoint is programmed to automatically answer ringing outside calls,
IC
but requires pressing the
button to answer ringing intercom calls. If a private intercom
call rings in and is immediately followed by an outside call ringing in, the display shows the
intercom call message, and the outside call camps on. The intercom call also camps on when
the handset is lifted. The user can then choose between the camped on calls by pressing either
IC
ANSWER
the
button or the Call or individual trunk button (or
button).
The automatic call access options outlined below can be programmed at Inter-Tel endpoints
only. Single line endpoints are designed to automatically answer ringing intercom and outside
calls by lifting the handset and cannot be changed.
Page 170
Automatic Call Access
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To program outside call access:
To change the current outside call access option to its opposite (toggle on or off), enter
the Automatic Trunk Access On/Off feature code (360). You hear a confirmation tone.
The display shows AUTO TRNK ACCESS ON (or OFF).
To program intercom call access:
To change the current intercom access option to its opposite (toggle on or off), enter
the Automatic Intercom Access On/Off feature code (361). You hear a confirmation
tone. The display shows AUTO IC ACCESS ON (or OFF).
Music-On-Hold and Background Music
The Music-On-Hold feature not only makes waiting on hold as pleasant as possible, but it
assures the holding party that the call is still connected.
Endpoint users can listen to background music by entering the Background Music feature code
(313).
The system can be equipped with one optional external music sources for the Music-On-Hold
feature. The music source can be a customer-provided radio, tape player, or other device con-
nected to the Music On Hold (MOH) jack on the back of the Inter-Tel CS-5200/5400 unit.
When a music source is installed, music-on-hold is enabled or disabled in Database Program-
ming. If music is not desired, the system can be programmed for tick-tones or silence on hold.
(The Background Music feature uses the music source connected to the unit only).
In some circumstances, there may be broadcast restrictions associated with the
music heard by callers on hold. Check with the music's original distributor and/or
the radio station for copyright and broadcast restrictions concerning music-on-
NOTE
hold.
In a network, each node has its own music source(s). If a caller on Node 1 is holding for a user
on Node 2, the caller hears the music on node 2. Note that if a caller is holding for a user on
Node 1 and the call moves to Node 2 (due to a transfer, forward, or recall), the user will stop
hearing the music on Node 1 and will begin hearing the music on Node 2.
The music-on-hold option that will be heard by outside callers on the trunks in the trunk group
can be set for music, silence, tick tones, ringback, or silence. Throughout the manual, the term
“music” refers to the selected option.
Background music is interrupted for calls, pages, endpoint programming, and ringing.
If you receive complaints from IP endpoint users about losing background music,
NOTE
there may be a firewall issue. Contact your local Inter-Tel dealer for assistance.
To turn endpoint background music on or off:
While on- or off-hook, enter the Background Music On/Off feature code (313) or press
the analog endpoint’s MUSIC button. If off-hook, hang up. The display shows BACK-
GROUND MUSIC ON (or OFF).
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Music-On-Hold and Background Music
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Multilingual Capability
This feature requires 0 feature units, but it is installer-programmable to prevent
unintentional language changes by users in an all-English system.
NOTE
The system provides a choice between American English, British English, Spanish, and Japa-
nese prompts and displays. The system selects the language to use for each call, as determined
by the trunk, endpoint, and voice processing system programming, as described below. Japa-
nese prompts can be viewed only on the digital display phones. Other Inter-Tel phones do not
support Japanese displays.
Endpoints
Language Selection
The system can be programmed to use a Primary Language and a Secondary Language. The
available languages are American English, British English, Mexican Spanish, and Japanese.
An endpoint flag in Database Programming determines the language that will be used by each
endpoint.
For example, if the endpoint is programmed for American English, all Inter-Tel endpoint dis-
plays will appear in American English. Also, when the endpoint is used for calling a voice pro-
cessing system application, the voice prompts will be in American English (unless overridden
displays will be in Japanese (Katakana) characters and the voice prompts will be in Japanese
(unless overridden). By default, all endpoints are set for the system’s Primary Language.
Only digital display endpoints will display Japanese prompts. Other Inter-Tel end-
points do not support Japanese displays.
NOTE
All displays and default messages in the system are provided in American English, British
English, Japanese, and Spanish. Endpoint-programmed messages, including those programmed
through the administrator’s endpoint, can include English/Spanish or Japanese characters, or a
combination. In displayed lists, such as directories, the English/Spanish characters are alpha-
betized before the Japanese characters. Therefore, Japanese names will be at the end of the list.
When programming a feature that requires a time and date, an English/Spanish endpoint user
will enter the date in the order “month, day, year” and the time in the order “time, AM/PM.”
The Japanese endpoint user will enter the date as “year, month, day” and the time as “AM/PM,
time.” The displays show the time and date differently, as well. For example, the English/Span-
ish display will show the time and date as “12:25 TUE NOV 28” and the Japanese display will
show “TUE 11/28 12:25.”
Secondary Language Selection
A field titled “Secondary Language” is provided for each endpoint in the system. This field
corresponds to the Change Language feature (301). This feature toggles between the System
Primary Language and the endpoint Secondary Language, or it can specify a language. This
allows any endpoint in the system to have its own secondary language or use the System Sec-
ondary Language, giving the system the ability to support more than two languages.
If an endpoint’s Secondary Language field is programmed as Use Primary Language, the
Change Language feature will do nothing because the endpoint will toggle between the System
Primary Language and the endpoint Secondary Language (the System Primary Language).
If a phone’s Secondary Language field is programmed as Use Secondary Language, the
Change Language feature will toggle between the System Primary Language and the phone’s
Secondary Language, which is the System Secondary Language. This state is the system
default.
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Multilingual Capability
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
If an phone’s Secondary Language field is programmed as Japanese, the Change Language fea-
ture will toggle between the System Primary Language and the phone Secondary Language,
which is Japanese.
The Language field for endpoints indicates the language the endpoint is currently set to. This
field used to toggle between the Use Primary Language and Use Secondary Language. It can
be set to any specific language along with the Use Primary Language and Use Secondary Lan-
guage. A side effect of changing the Language field is that if you change it to Japanese at the
same time the endpoint Secondary Language field is set to Spanish, then the user will have no
way to get back to Japanese if they enter the Change Language feature code. This situation
occurs because the first time the user enters the feature code, the system will toggle the end-
point to the Use Primary Language. The next time the user enters the feature code, the system
will toggle the language to the endpoint’s Secondary Language, which is Spanish. To avoid
this situation, simply change the endpoint’s Secondary Language to Japanese and the end-
point’s Language field to Japanese.
Setting an endpoint’s Secondary Language field to a specific language will not
work across nodes unless all nodes in the system are at least 5.2F6 or later. This
is because the older systems do not understand specific languages and expect
NOTE
to receive only Primary Language or Secondary Language values.
Trunks
A flag in Database Programming determines the language that will be used by each trunk. The
language choices are Use Primary Language, Use Secondary Language, American English,
British English, Japanese, or Spanish. This field can be set to any specific language so that the
system can support more than two languages. If the trunk is programmed for the Primary Lan-
guage, callers who reach a voice processing system application will hear the voice prompts in
the Primary Language (unless overridden by a Call Routing Announcement as described on the
following page). If programmed for the Secondary Language, the voice prompts will be in the
Secondary Language (unless overridden). By default all trunks are set for the Primary Lan-
guage.
Setting a trunk or digit translation Language field to a specific language will not
work across nodes unless all the nodes in the Inter-Tel network are at least
NOTE v5.2F6 or later. This constraint exists because the older Inter-Tel systems do not
understand specific languages and expect to receive only Primary Language or
Secondary Language values.
Do-Not-Disturb and Reminder Messages
The system has default Do-Not-Disturb and Reminder Messages in both languages. The mes-
sages that use Japanese characters can be reprogrammed only through an Administrator’s end-
The language of the messages seen by the users, both when programming their endpoints and
when calling another endpoint that is in Do-Not-Disturb, are determined by the endpoint’s pro-
grammed language. That is, if an endpoint is programmed for Japanese, the user will see only
Japanese messages when programing a message. If a Japanese-programmed endpoint calls an
English-programmed endpoint that has selected Do-Not-Disturb message 02, the Japanese end-
point user will see the Japanese version of message 02. Of the IP endpoints, only the Model
8660 can use Japanese prompts.
Only digital display endpoints will display Japanese prompts. Other Inter-Tel end-
points do not support Japanese prompts.
NOTE
When Do-Not-Disturb or Reminder Messages are reprogrammed, the programmer should
attempt to keep the meanings for the messages in both lists the same. That is, if the Primary
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Trunks
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Language Do-Not-Disturb message 02 is changed to “PAGE ME,” a similar message should be
programmed for the Secondary Language Do-Not-Disturb message 02.
Voice Processing System
When a voice processing system application receives a call from an endpoint or trunk, the sys-
tem tells the application which language is programmed for that device. For example:
•
•
•
If a trunk programmed for American English rings in to an application, the voice pro-
cessing system will play the American English prompts.
If an endpoint programmed for Japanese calls Voice Mail, the user will hear Japanese
prompts.
If an endpoint programmed for American English receives a call on a trunk that is pro-
grammed for Japanese, and then transfers the call to Voice Mail, the caller (using the
trunk) will hear Japanese voice prompts.
•
If a Japanese endpoint is forwarded to Voice Mail, a caller on an American English end-
point or trunk will hear the “American English” prompts (the user-recorded mailbox
greeting will be heard in the language in which it was recorded) when the call is for-
warded.
When using a Call Routing Announcement application with digit translation, the individual
voice processing system applications assigned to the digits can be programmed to override the
device language and provide prompts in one language only. Using this method, you can pro-
gram a Call Routing Announcement tree that offers callers a choice between languages. For
example:
•
The Call Routing Announcement application could have a greeting that says, “Thank
you for calling. For English prompts, press 1. NIHONGO WA, 2 WO OSHITE KUDA-
SAI (for Japanese, press 2).”
•
•
The digit translation for digit 1 would lead to an application that overrides the calling
device’s programming and uses only American English prompts.
The digit translation for digit 2 would lead to an application that overrides the calling
device’s programming and uses only Japanese prompts.
In the example above, the digit translations could be nodes that lead to various other American
English-only or Japanese-only applications. Or, the first level can give more choices, such as
English Voice Mail or Automated Attendant and Japanese Voice Mail and Automated Atten-
dant. Either way, the individual applications or nodes can be programmed to play only one lan-
guage or they can use the device’s language, as needed.
Multi-Language Feature on Network Operation
Nodes do not have to use the same Primary and Secondary languages because the Voice Mail
system installs all existing language prompts, not just prompts for the languages designated as
Primary or Secondary. Therefore, for calls across network nodes, if the language does not
match between the two nodes, the called Voice Mail system searches for the designated lan-
guage in its system in the following order; Primary language, Secondary language, American
English, British English, Japanese, and Spanish and uses the designated language. If the desig-
nated language does not exist in the Voice Mail system, the system uses the default Primary
language instead.
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Voice Processing System
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Directories
If Multilingual Support is enabled, directory users will be able to enter English/Spanish and
Japanese (Katakana) characters, as needed. Procedures for using the directories are given on
In directories, the English characters are alphabetized before the Japanese characters. There-
fore, Japanese names will be at the end of the list, after the English names.
Change Language Feature Code
A user can change the assigned language for the endpoint by entering the Change Language
feature code only when the endpoint is idle.
To change the endpoint language:
Inter-Tel endpoints: Enter the Change Language feature code (301) to change your
endpoint between the Primary and Secondary Language, as desired. The display
changes to the current language.
Single line endpoints: Lift the handset and enter the Change Language feature code
(301) to change your endpoint between the Primary and Secondary Language, as
desired. (To verify the current language, you can call a voice processing system appli-
cation that does not override the device language.)
An Inter-Tel endpoint user can assign the Change Language feature code to any user-program-
mable button.
Changing an endpoint’s language automatically changes any display. For example, if an end-
point changes from English to Spanish while in Do-Not-Disturb mode with message 02, the
display would change from American English message 02 to Spanish message 02.
Only digital display endpoints display Japanese prompts. Other Inter-Tel endpoints
do not support Japanese prompts.
NOTE
Intercom Calls
When the procedures tell you to hookflash, quickly press and release the hook-
NOTE switch. If you press the hookswitch to hang up, hold it down for a couple of sec-
onds. Otherwise, the system recognizes it as a hookflash/recall.
The intercom (IC) feature allows the user to place endpoint-to-endpoint calls that can be
answered either in handsfree mode or in private, or non-handsfree, mode. A user that reaches a
busy endpoint can camp on, request callback queue, or leave a message. As described in this
section, other features that apply to both outside and IC calls include call waiting, call transfer,
reverse transfer, call forwarding, and placing calls on hold.
The network allows handsfree intercom calls when calling from one node to another, unless the
call camps on to the node before being sent to the other node.
Programming for Private Intercom Calls
#
A user places private IC calls by pressing the pound ( ) button before dialing the extension
number. Or, the endpoint can be programmed to always send and/or receive private calls using
the Ring Intercom Always or Handsfree Disable features.
Ring Intercom Always
An endpoint user can always place private calls by programming the endpoint with the Ring
Intercom Always feature code. While this feature is enabled, the called party hears repeating
double tones. To answer, the called party must lift the handset or press the Speaker button,
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Directories
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
ANSWER
IC
IC
button, or
button. If the endpoint does not have an
button, the call
will appear under a Call button. In the default database, all single line endpoints have this fea-
ture enabled.
To turn ring intercom always on or off:
Inter-Tel endpoints: While on-hook, enter the Ring Intercom Always On/Off feature
code (377). The display shows RING IC ALWAYS ON (or OFF).
Single line endpoints: Lift the handset. Enter the Ring Intercom Always On/Off fea-
ture code (377).
Handsfree Enable/Disable
An Inter-Tel endpoint user can always receive private calls by disabling the endpoint Hands-
free Answering feature using the Handsfree On/Off feature code, as described in the following
paragraph. The endpoint user hears repeating double tones when receiving an intercom call. To
answer while Handsfree Mode is disabled, the user must lift the handset or press the Speaker,
ANSWER
IC
, or
button.
To enable or disable handsfree mode:
While on-hook, enter the Handsfree On/Off feature code (319). The display shows
HANDSFREE MODE ON (or OFF).
Endpoint-To-Endpoint Calling
Receiving Intercom Calls
To receive an intercom call on an Inter-Tel endpoint:
If you hear a double tone and a call announcement (handsfree call), and the Speaker
IC
button is lit, respond handsfree or lift the handset. (Display endpoints show
TO
(username) to identify the source of the call.)
If you hear repeating double tones (private call), lift the handset, or press the Speaker,
ANSWER
IC
, or
button to respond handsfree. (Display endpoints show INTER-
COM CALL FROM <username> to identify the source of the call.)
Model 8660 or 8662: Instead of answering the call, you may press one of the fol-
lowing menu buttons:
— SEND TO V-MAIL: This option appears only if you have a Voice Mailbox.
Pressing this button sends the call directly to your mailbox greeting.
— IC CALL TO DND: Pressing this button sends Do-Not-Disturb tones to the
caller and allows you to program a Do-Not-Disturb message. If using a display
endpoint, the caller sees DO-NOT-DISTURB. For detailed instructions about
To receive an intercom call on a single line endpoint:
When you hear repeating double tones, lift the handset.
To receive a transferred-to-hold intercom call:.
IC
If the endpoint does not have an
button.
button, the call will appear under a Call
NOTE
IC
Inter-Tel endpoints: When the
button (or Call button) is fluttering and the dis-
play shows <calling endpoint> TFR FROM <transferring endpoint>, lift the handset
IC
IC
and press the
button (or Call button). Or, while on-hook, press the
but-
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Handsfree Enable/Disable
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
ton (or Call button) to speak handsfree. You are connected to the caller. Executive Dis-
play, Professional Display, and Model 8560 phone users have the same menu button
options as described for a ringing intercom call.
Single line endpoints: When you hear a page announcing that a call is holding at your
endpoint, lift the handset (at your endpoint) and enter the Individual Hold feature code
(336). You are connected to the caller.
Placing Intercom Calls
When placing an intercom call, begin dialing before the Dial Initiation timer expires. If the
timer expires, the system drops the connection and sends reorder tones.
To place an intercom call:.
In the procedure below, if you want to place a private (non-handsfree) call to an
#
NOTE
Inter-Tel endpoint, press the pound ( ) button before dialing the extension num-
ber.
1.
For all Inter-Tel endpoints:
To use the handset: Lift the handset. If the endpoint has a display it shows ENTER
EXTENSION NUMBER.
To use the speakerphone: Skip to step 2 (begin dialing). The Speaker button lights.
The display shows ENTER EXTENSION NUMBER.
Executive Display, Professional Display, and Model 8660 or 8662: Lift the handset
or begin dialing as described above. The display shows ENTER EXTENSION NUM-
BER. You may press one of the following menu buttons:
—
IC DIRECTORY: Press this button to use the Intercom Directory feature. Refer to
page 227 for instructions.
—
OUTSIDE CALL: If you would rather make an outside call, press this button and
Single line phones: Lift the handset. (If the DTMF decoders are busy, you hear
silence. Hang up and try again.)
2.
Dial an extension number. The number can be 0 for the Attendant, an endpoint exten-
sion number, or a hunt group pilot number. Display endpoints show the number dialed.
If you dial too slowly, the Inter-digit timer may expire and you will hear reorder tones.
One of the following will occur:
a. If calling a handsfree Inter-Tel endpoint, speak after you hear a double tone. The
display shows IC TO <username>.
b. If placing a private call or calling a single line endpoint, a hunt group, or an
Inter-Tel endpoint with handsfree disabled, you hear repeating double tones until
the call is answered. The display shows CALL RINGING FOR <username>.
When the call is answered, the display shows IC TO <username>. Executive Dis-
play, Professional Display, and Model 8560 endpoint users can press one of the
following menu buttons while the call is ringing:
— LEAVE MESSAGE: This button appears only if you have called a station.
Press this button to leave a message waiting indication at the station. Refer to
page 180 for details.
— LEAVE VOICE MAIL: This button appears only if the called station has a
Voice Mailbox. Press this button to call the station’s Voice Mailbox.
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Placing Intercom Calls
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
c.
If you dial an invalid number, you hear reorder tones. Display endpoints show
INVALID NUMBER. If you do not have an assigned Attendant and you dialed 0,
the display shows NO ATTENDANT PROGRAMMED. If you dialed a hunt
group number with no assigned endpoints, the display shows NO MEMBERS IN
HUNT GROUP.
d. If the called endpoint is busy, the display shows <username> IS BUSY. You have
the following options (in addition to the menu buttons described previously):
1. Disconnect: Hang up and try later. If dialing handsfree (Inter-Tel endpoints
only), press the Speaker button to disconnect.
2. Camp on: Do not hang up, your call camps on. When the called endpoint is
3. Request a callback (queue): This is similar to camping on except that you
hang up and wait for the busy endpoint to become available. (For more infor-
Model 8560 endpoint users can press the QUEUE menu button.
e. If you hear a repeating signal of four fast tones and a pause, the endpoint is in
Do-Not-Disturb. You can use the Queue Callback feature or, if enabled on your
endpoint, use the Do-Not-Disturb Override feature to place a nonhandsfree call to
the endpoint by pressing the Special button and entering the Do-Not-Disturb
Override feature code (373) or pressing the OVERRIDE DND menu button.
f.
If the called endpoint is busy, in Do-Not-Disturb, or there is no answer, you can
leave a message waiting indication with the endpoint itself or with the endpoint’s
Display, and Model 8560 endpoint users can press the LEAVE MESSAGE or
LEAVE VOICE MAIL menu button.
g. If the called station is a busy endpoint, and if all the necessary conditions for
OHVA are enabled, you can complete the call using the Off-Hook Voice
Announce feature. For a complete explanation of this feature, refer to “Off-Hook
Intercom Camp On and Queue Callback
Camp On and Queue Callback requests allow the caller to wait for an available resource. A
user waiting for a specific resource (a trunk or a endpoint) will be served before a user waiting
for a group that contains that specific resource (trunk group or hunt group). This includes
camped on Emergency Call feature calls—if the Emergency Call feature uses a trunk group,
requests for specific trunks will be processed ahead of the emergency call.
Camp On
When a user calls a busy endpoint or hunt group, the system sends a busy signal. The caller
can wait off-hook to camp on (after the Camp On timer expires) and hear music while waiting
until the called endpoint is available. The system periodically sends Call Waiting signals to the
busy endpoint(s).
A user can camp on to busy endpoints on other nodes and will hear the other node’s music-on-
hold while camped on.
If an endpoint enables Do-Not-Disturb while an intercom call is camped on, the camped-on
caller is removed from the camped on state and that caller receives Do-Not-Disturb indications
To camp on to an extension number:
•
All Inter-Tel endpoints: If you hear a busy signal when calling an extension number
and want to camp on, do not hang up. If Music-On-Hold is enabled, you hear music
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Intercom Camp On and Queue Callback
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
while camped on. When the endpoint is available, a private call is automatically placed,
and you hear repeating double tones until the call is answered. The display shows
WAITING FOR <username>.
•
Model 8660 or 8662: You may press one of the following menu buttons:
— LEAVE MESSAGE: This button appears only if you have called an endpoint.
Press this button to leave a Message Waiting indication at the endpoint. Refer
— LEAVE VOICE MAIL: This button appears only if the called endpoint has a
Voice Mailbox. Press this button to call the endpoint’s Voice Mailbox.
— QUEUE: Press this button to request a callback when the resource is available,
as described on the next page.
Busy Endpoint Callback Queue
When a called endpoint is busy or in Do-Not-Disturb, the caller can apply the Queue Callback
feature and hang up until the endpoint becomes available. This can be done even if the call
camps on. Each endpoint can apply only one active Queue Callback request at a time.
The Queue Callback feature can also be used when calling a hunt group if all endpoints are
unavailable.
A user cannot queue onto busy resources on another node.
Queue callbacks must be answered before the Queue Callback timer expires. If a callback is
not answered, the queue is canceled. If the endpoint is busy when called back, the queue
request is placed behind any other waiting queue requests.
Queue callbacks do not follow forwarding and are not blocked by Do-Not-Disturb mode.
To request a callback from a endpoint:
1.
Inter-Tel endpoints: When you hear a busy signal or Do-Not-Disturb signal (a repeat-
ing signal of four fast tones and a pause) when calling an extension number, press the
QUEUE menu button. Or press the Special button, enter the Queue Callback feature
code (6), and hang up. The display shows QUEUE REGISTERED FOR (username).
Single line endpoints: When you hear a busy signal or Do-Not-Disturb signal when
calling an extension number, hookflash and enter the Queue Callback feature code (6).
Then hang up.
2.
When the queued endpoint is available, your endpoint will ring. Display endpoints
ANSWER
show (username) IS NOW AVAILABLE. Lift the handset or press the
but-
ton. A private call is automatically placed to the queued endpoint.
Executive Display, Professional Display, and Model 8660 or 8662: You may press
one of the following menu buttons:
•
CANCEL QUEUE: To cancel the queue request, press this button without lifting
the handset.
•
ANSWER: You may press this button instead of lifting the handset to answer the
queue callback using the speakerphone.
To cancel a queue request before the queued endpoint becomes available:
•
Inter-Tel endpoints: While on-hook, enter the Queue Callback feature code (6). The
display shows QUEUE REQUEST CANCELED.
•
Single line endpoints: Lift the handset, enter the Queue Callback feature code (6), and
hang up.
Page 179
Busy Endpoint Callback Queue
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Station-to-Station Messages
Intercom callers may leave a message waiting indication if a called endpoint is busy, if there is
no answer, if the endpoint is in Do-Not-Disturb, or when they are connected to or placed on
hold by another endpoint. Users are allowed to leave message for, and respond to messages
from, users on other nodes. There are two messaging options:
•
Have the called party return your call. Display endpoints show the source and time
of the message. When the called party responds to the message indication, a call is auto-
matically placed to your endpoint.
•
Leave a message with the called party's message center. Display endpoints show that
a message was left with the endpoint user’s assigned message center. When the called
party responds to the message indication, a call is automatically placed to his or her
message center.
MSG
To signal that a message is waiting, a called Inter-Tel endpoint’s
display shows the number of waiting messages. Each time the
button flashes, and the
button is pressed, the
MSG
display shows the message source for each of the waiting messages in the order they were
received. For messages from endpoints, the display shows MSG: (endpoint) and the date and
time of the message. For messages from Voice Mailboxes, the display shows XX MESSAGES
FROM MBOX XXXX to indicate the number of waiting messages in each mailbox that left a
message. (This is especially helpful at endpoints with multiple mailboxes.) For single line end-
points, a system programming option can be enabled that sends six short message waiting
tones when the user lifts the handset or presses the hookswitch.
IP and digital phones are equipped with a Message Lamp located on the upper
right-hand corner of the endpoint. If programmed for the Message Waiting fea-
NOTE
MSG
ture, this lamp flashes/lights whenever the
button flashes/lights. For
Any endpoint, voice processing system application, hunt group, or off-node device can be des-
ignated as the message center for an endpoint. However, an endpoint cannot be programmed as
its own message center.
If the designated message center is a Voice Mail hunt group, the Voice Mail hunt group is
called after the Message Wait timer expires. When the Voice Mail unit answers the call, the
called party’s “mailbox” is automatically dialed. The caller can then leave a message in the
MSG
mailbox. The called party’s
button flashes, and the message display indicates that the
message was left by the Voice Mail hunt group.
Each endpoint user can leave message waiting indications at more than one endpoint. If more
than one message is received from one endpoint, the message display shows only the first mes-
sage, and all other requests are ignored.
When a endpoint is forwarded or has system forwarding, and a caller leaves a Message Waiting
indication after calling the forwarded endpoint, the message indication appears at the original
endpoint instead of the one that received the forwarded call.
Page 180
Station-to-Station Messages
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Leaving Messages
To leave a message waiting indication:
1.
When calling an endpoint, if you hear a busy signal, Do-Not-Disturb signal (repeating
signal of four fast tones and a pause), or the call is not answered:
MSG
Inter-Tel endpoints: Press the
button. Or press the Special button and enter
the Message feature code (365). The endpoint receives a Message Waiting indication.
The display shows HANG UP OR WAIT FOR MESSAGE CENTER.
Single line endpoints: Hookflash and enter the Message feature code (365).
IC
2.
To have the called party call you: Hang up or press a trunk button or the
but-
ton to disconnect before the Message Wait timer expires. The display shows MES-
SAGE LEFT FOR <username>.
To leave the message with the called party's message center: Do not hang up. When the
Message Wait timer expires, a private call is automatically placed to the called party’s message
center. (If the message center is a Voice Mail hunt group, the called party’s mailbox is automat-
ically dialed after the Voice Mail unit answers the call.) Leave your message with the message
center and hang up. The called endpoint receives message waiting indications. If the message
center does not answer the call (that is placed after the timer expires), the display will show
that the message was from your endpoint and you will be called when the endpoint user
responds to the message indications. The display shows MESSAGE LEFT FOR <username>.
If the endpoint you are calling does not have a designated message center, you
MSG
NOTE
will hear dial tone immediately after pressing the
will receive a Message Waiting indication.
button. The endpoint
Silent Messages
Silent messages can be placed while on- or off-hook without making an intercom call to the
endpoint. This method should be used by analog Voice Mail units.
To leave a silent message:
Executive Display, Professional Display, and Model 8660 or 8662: While on-hook,
MSG
press the
button. Then press the LEAVE MESSAGE menu button. The display
shows LEAVE MESSAGE ON EXTENSION. Enter the desired extension number. The
number is shown on the display. (If desired, you can press the IC DIRECTORY menu
tions.)
Other Inter-Tel endpoints: While on-hook, enter the Silent Message feature code
(367). Then dial the extension number of the desired endpoint.
Single line endpoints: Lift the handset and enter the Silent Message feature code
(367). Then dial the extension number of the desired endpoint and hang up.
Canceling a Message Waiting Indication
Occasionally, before the person you called responds to your message, you may want to cancel
a Message Waiting indication that you left on their endpoint. If the message was left with the
person’s message center, you cannot cancel the Message Waiting indication; only the message
center can cancel that message. Use the following procedure to cancel a message that you left
on an endpoint.
To cancel a message you left:
1.
Executive Display, Professional Display, and Model 8660 or 8662: While on-hook,
MSG
press the
button. Then press the CANCEL MESSAGE menu button. The display
shows CANCEL MESSAGE ON EXT#. If desired, you can press the IC DIRECTORY
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Leaving Messages
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
instructions.
Other Inter-Tel endpoints: While on- or off-hook at your endpoint, enter the Cancel
Message feature code (366). The display shows CANCEL MESSAGE ON EXT #.
Single line endpoints: Lift the handset and enter the Cancel Message feature code
(366).
2.
Enter the extension number of the endpoint that has the message indication that you
want to cancel. You hear intercom dial tone if off-hook, or confirmation tone if on-
hook. The display shows MESSAGE CANCELED FOR <username>. If a message was
not present at the called endpoint, you hear reorder tones and the display shows NO
MESSAGES TO CANCEL).
Responding to Messages
Viewing Waiting Messages
To view received messages at a display endpoint:
MSG
1.
If your
button is flashing, one or more messages are waiting and the display
shows YOU HAVE XX MESSAGES.
Model 8660 or 8662: While on-hook, press the VIEW MESSAGES menu button. Then
press PREVIOUS or NEXT to scroll to the desired message.
MSG
Other Inter-Tel endpoints: While on-hook, press the
button repeatedly to
view waiting messages.
2.
A displayed message will show MESSAGE RECEIVED FROM EXT XXXX. If
desired, you can answer or cancel a message while it is displayed, as described below.
Answering Messages
To answer messages at a display endpoint:
#
1.
When the desired message is displayed (as described above), press the
button or the
REPLY menu button while on- or off-hook. Depending on how the message was left, an
intercom call is placed to the endpoint that left the message or to your message center.
If, when you respond to the message, the called endpoint is unavailable
(does not answer a private call, is busy, or is in Do-Not-Disturb), your
MSG
button continues to flash (and the display indicates a waiting
message) unless you immediately leave a message before hanging up or
cancel the message after hanging up. The message waiting indications
are canceled automatically only when you have actually connected with
NOTE
the called endpoint. Message indications from Voice Mail will only be
cleared if you save or delete the waiting Voice Mail message. The
MSG
button will re-light if you clear the message indication without
saving or deleting the Voice Mail.
MSG
If the
button continues to flash, there is another message <display shows the
next message. Repeat step 1.
To answer messages at a non-display endpoint or single line endpoint:
MSG
MSG
1.
Inter-Tel endpoints: If you see a flashing endpoint
button, press the
button. Depending on how the message was left, an intercom call is placed to either the
endpoint that left the message or your message center.
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Responding to Messages
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Single line phones: If you hear single line message waiting tones (six tones) after lift-
ing the handset or hookflashing when the endpoint is idle, enter the Message feature
code (365). Depending on how the message was left, an intercom call is placed to
either the endpoint that left the message or your message center.
If the called endpoint does not answer, is busy, or is in Do-Not-Disturb, you may hang
up or leave a message at that endpoint before hanging up. You will continue to receive
MSG
message waiting indications (
button flash or tones), unless you left a message
while attempting to retrieve the message or canceled the message after hanging up. The
message waiting indications are canceled when you are actually connected with the
called endpoint. Message indications from Voice Mail will only be cleared if you save
MSG
or delete the waiting Voice Mail message. The
button will re-light if you clear
the message indication without saving or deleting the Voice Mail message.
2.
If message waiting indications continue, there is another message. Repeat this proce-
dure.
Canceling a Waiting Message.
Message indications from Voice Mail will only be cleared if you save or deletes
MSG
NOTE
the waiting Voice Mail message. The
button will re-light if you clear the
message indication without saving or deleting the Voice Mail message.
To cancel a displayed message without answering at an Inter-Tel endpoint:
1.
When the message you want to cancel is displayed (as described on the previous page),
remain on-hook and press the asterisk ( ) button or the DELETE menu button. The
message is canceled.
MSG
2.
If the
button continues to flash, there is another message. The display shows the
next message. Either respond to it or cancel it.
To cancel a message without answering at a single line endpoint or without displaying
messages at an Inter-Tel endpoint:
1.
If you receive message waiting indications, enter the Cancel Current Message feature
code (368). The message is canceled.
2.
If you continue to receive message waiting indications, there is another message. Either
respond to it or cancel it.
Alternate Message Source
The Alternate Message Source feature was developed to enable a voice mail unit to leave mes-
sages through an endpoint location or hunt group that is designated as its alternate message
source. When a message is left on the voice mail unit for an user who has an assigned mailbox,
the called endpoint receives the Message Waiting indications. If it is a display phone, the dis-
play shows MESSAGE RECEIVED FROM <alternate message source> rather than from the
voice mail circuit. When the user retrieves the message, an intercom call is placed to the alter-
nate message source.
An endpoint’s message center or alternate message source does not need to be on the same
node as the endpoint. It can be a phone, hunt group, Voice Processing application, or any off-
node device.
Page 183
Canceling a Waiting Message.
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Off-Hook Voice Announce (OHVA)
The Off-Hook Voice Announce (OHVA) feature allows an intercom caller (either single line
or Inter-Tel phone) to establish voice contact with the called Inter-Tel phone user, even though
the user already has a call in progress on the handset. The called party can then talk freely on
both connections, using the handset for the original call and the speakerphone for the OHVA
intercom call. The caller on the handset call will be able to hear the OHVA call.
In a network, intercom callers can establish OHVA calls to Inter-Tel phones on other nodes.
A PC Data Port Module (PCDPM) must be installed on a digital display phone to provide the
secondary voice path needed for the OHVA feature.
NOTE IP and SIP phones do not support OHVA.
To enable the OHVA, the following must be completed:
•
•
•
The OHVA system flag must be enabled. When the system is in the default state, this
flag is enabled.
Each OHVA-equipped Inter-Tel endpoint can be programmed for placing and/or receiv-
ing OHVA calls. By default, OHVA is disabled at the station level.
Other Inter-Tel endpoints and single line endpoints can be programmed for placing
OHVA calls, as desired. Inter-Tel endpoints without PC Data Port Modules or second-
ary voice paths, and single line endpoints cannot receive OHVA calls since they do not
have secondary voice path circuitry. By default, OHVA is disabled at the station level.
•
Mini-DSS-equipped digital display phones can be programmed to override the Camp
On and OHVA Screening timers and make Immediate OHVA calls. This is a useful
option for Attendant stations.
Any combination of OHVA-enabled and -disabled stations is available through database pro-
gramming. For example, all Attendants may be programmed to make, but not receive, OHVA
calls, while other stations are allowed to receive, but not place, OHVA calls.
OHVA calls cannot be processed if the secondary voice path or the speakerphone of the called
phone is not available. This occurs when the endpoint has a different OHVA call in progress,
has an active data call in progress, is on an active handsfree intercom or outside call, has
handsfree disabled, has a call being changed from handset to speakerphone, has a headset
enabled, or is in Do-Not-Disturb. Also, OHVA calls are not possible if the caller is placing a
private intercom call or has the Ring Intercom Always feature enabled.
To place an OHVA call using a single line phone, the Ring Intercom Always
feature must be disabled. To disable this feature, lift the handset of the sin-
gle line phone and dial feature code 377. By default, the Ring Intercom
IMPORTANT
Always feature is enabled.
MUTE
If you press the
button while speaking to an OVHA caller on the speakerphone, the
handset microphone will be muted and the caller on the handset will not hear you or the OHVA
MUTE
caller. When you press
again, the handset microphone is re-enabled.
Page 184
Off-Hook Voice Announce (OHVA)
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To place an OVHA call:
1.
When placing an intercom
call to a busy OHVA-enabled
Inter-Tel phone, do not hang
up. You hear busy signals
until the Camp On and OHVA
Screening timers expire. If
you hear music after the
Camp On timer expires, con-
ditions for an OHVA call
were not met and you are
camped-on. Refer to
page 178.)
OFF-HOOK VOICE ANNOUNCE
ENDPOINT WITH
PCDPM
ACTIVE
CALL ON
HANDSET
Ext. 1002
Ext. 1103
1
2
Display shows INTERCOM
CALL FROM 1103
Caller places a call
to ext. 1002 and
hears busy signal
3
After 5 seconds, call is
established on speaker, if not
blocked.
2.
When the OHVA Screening timer expires—and if the endpoint’s secondary voice path
is available—you are automatically connected to the called party’s speakerphone.
To place an immediate off-hook voice announce call (Inter-Tel phones with Mini-DSS
buttons only):
This method can only be used if the database has been programmed to allow
NOTE Inter-Tel phones with Mini-DSS buttons to bypass the Camp On and OHVA
Screening timers.
1.
2.
When an intercom call is placed, using a Mini-DSS button, to a busy OHVA-enabled
Inter-Tel endpoint, do not hang up.
Press the Mini-DSS button for that endpoint again. If the endpoint’s secondary voice
path is available, you are immediately connected and may speak.
To receive an OHVA call (OHVA-enabled Inter-Tel phones only):
1.
While on a call using the handset, you hear a camp-on tone. The display shows CALL
ANNOUNCE FROM <username>. Do nothing. When the OHVA Screening timer
expires, you hear a double tone. You are connected with the intercom caller via the
speakerphone. Your original call remains connected on the handset..
The system provides the following language options: American English,
British English, Spanish, and Japanese prompts and displays. Adminis-
trators must know which languages are considered Primary and Second-
NOTE
ary for the system.
MUTE
If you press
while speaking to the caller on the speakerphone, the handset
microphone will be muted and the caller on the handset will not hear you or the OHVA
MUTE
caller. Press
again to enable the handset.
2.
To terminate the OHVA call: Press the lit Speaker button or have the OHVA caller
hang up. If you terminate the original call by hanging up the handset, you remain con-
nected to the OHVA call in the handsfree intercom mode.
To block an off-hook voice announce call (OHVA-enabled Inter-Tel endpoints only):
1.
While on a call using the handset, you hear a camp-on tone. The display shows CALL
ANNOUNCE FROM <username>. To cause the intercom call to camp on, press the
IC
Speaker button. The
button flashes.
DND
2.
If you want to send Do-Not-Disturb signals to the camped-on call, press the
button.
Page 185
Off-Hook Voice Announce (OHVA)
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Outside Calls
When a trunk is selected for receiving or placing an outside call, the voice channel is seized
and cannot be used by any other endpoint (unless the Conference feature is used, see
page 202). If the desired trunk is busy, the user can camp on or request a queue callback. Other
features that apply to both outside and intercom calls are discussed later in this section of the
manual. They include placing calls on hold, call waiting, call transfer, reverse transfer, confer-
answer, and ring-in assignments.
Placing Outside Calls
Inter-Tel endpoints can be programmed to select a trunk, a trunk group, or ARS when a Call
button is pressed. In the default state, all Call buttons are programmed for ARS access.
On display endpoints, the dialed number is displayed with hyphens separating the toll field,
equal access field, area code, office code, hookflashes, pauses, asterisks, pounds, Centrex
codes, and/or absorbed digits. When the system absorbs local trunk digits, the digits are dis-
played even when they are not dialed. (For example, if 423 is absorbed and 6767 is dialed,
423-6767 is displayed.).
When placing a call, begin dialing before the Dial Initiation timer expires. If the
NOTE timer expires, the system drops the trunk connection and sends repeating reor-
der tones. This prevents a trunk from being tied up accidentally.
To place an outside call:
1.
2.
Lift the handset. (Inter-Tel endpoint users can dial on-hook by skipping this step.)
Select an outgoing trunk, using one of the methods below. The associated individual
trunk or Call button flashes slowly. (If on-hook, the Speaker button is lit.).
NOTE You must have outgoing access to a trunk to seize it.
Model 8660 or 8662: Press the OUTGOING menu button.
Any Inter-Tel endpoint: Select a trunk using one of the following methods:
•
•
Press an individual trunk button for direct access.
Enter a trunk group access code (92001-92208) or press a trunk group button. This
selects a trunk in the chosen trunk group. (If the group has not been programmed,
the display shows NO TRUNKS IN TRUNK GROUP.)
•
If your endpoint is programmed to select a trunk group when a Call button is
pressed, press a Call button for outgoing access.
•
•
Refer to the Automatic Route Selection (ARS) procedure on the next page.
Enter the Outgoing Calls feature code (8). This automatically selects an outgoing
trunk according to the programmed outgoing access mode for your endpoint.
Single line endpoints: Select a trunk using one of the following methods:
•
Enter the Outgoing Call feature code (8). This automatically selects an outgoing
trunk according to the programmed outgoing access mode for your endpoint.
•
•
Enter a trunk group access code (92001–92208).
Refer to the Automatic Route Selection (ARS) procedure on the next page.
3.
You hear one of the following signals:
•
Outside dial tone: Manually dial, speed dial, or redial the desired phone number
or use the outside directory. (Display endpoints show the numbers dialed. When
Page 186
Outside Calls
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
dialing is ended and the call is determined to be valid, the display shows the
elapsed time and call cost.) If you hear repeating reorder tones, you dialed a
restricted number. Also, if you dial too slowly and the Interdigit timers expire, the
call may be dropped, and you will hear repeating reorder tones. If using an Inter-
Tel endpoint that is on-hook, you may lift the handset to speak privately. Go to the
next step. On Inter-Tel endpoints, an individual trunk or Call button flashes slowly
and the display shows the call cost and elapsed time.
Model 8660 or 8662 endpoint users may press one of the following menu buttons:
— OUTSIDE DIR: This button appears only if you are using ARS. Press the but-
— STN SPEED DIAL: Press this button to use an Station Speed Dial number as
— SYS SPEED DIAL: Press this button to use a System Speed Dial number as
— REDIAL: Press this button to redial the last number dialed (or saved) as
•
•
Single progress tone: Enter a forced account code using the dialpad buttons or a
ENTER ACCOUNT CODE and the digits as they are entered. You hear outside
dial tone when the code is accepted. On Inter-Tel endpoints, an individual trunk or
Call button flashes slowly.
Repeating reorder tones: You are restricted from the trunk group chosen; choose
another trunk group. Or, you are restricted to using ARS only; try again using
4.
After dialing the call, you can place it on hold, transfer it, set up a conference, enter
optional account codes, etc., as described in this manual. The Model 8660 or 8662 has
menu buttons for easy use of outside call features.
If you dialed an invalid or restricted phone number, you hear reorder tones and the
display shows INVALID OUTSIDE NUMBER or RESTRICTED OUTSIDE NUM-
BER.
5.
6.
To use the speakerphone, if equipped: If off-hook, speak handsfree when the party
answers. If on-hook, press the Speaker button and hang up.
To change from speakerphone to handset: Lift the handset and speak. The Speaker
button goes off. You may later transfer back to the speakerphone by pressing the
Speaker button and hanging up.
To terminate the call: If on-hook, disconnect by pressing the Speaker button. If off-
hook, hang up.
To place a call using automatic route selection:
1.
Inter-Tel endpoints: While on- or off-hook, enter the Automatic Route Selection fea-
ture code (92000), or press the ARS button. You hear dial tone.
Single line endpoints: Lift the handset and enter the Automatic Route Selection fea-
ture code (92000). You hear a single progress tone followed by dial tone.
If required, enter a forced account code using the dialpad or a pre-pro-
ENTER ACCOUNT CODE and the digits as they are entered. You hear a
NOTE
progress tone when the code is accepted.
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Placing Outside Calls
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
MUTE
2.
Dial the phone number. Use the
button to backspace if you make a mistake.
Include the area code, if needed. You hear one of the following signals.
•
Single progress tone: Your call is being placed. The associated individual trunk
or Call button flashes slowly. Model 8660 or 8662 endpoint users have the same
options as described for outgoing calls on the previous page.
•
Busy signals, then music: All of the trunks in the route group are busy. Do one of
the following:
1. Camp-on and wait for the trunk.
2. Request a queue callback: The system places your endpoint in a queue for
the trunk. When you hear ringing and the display shows TG XXXX (or group
name) IS NOW AVAILABLE, lift the handset; Inter-Tel endpoint users may
also need to press the fast flashing Call button or individual trunk button (or
ANSWER
the
button). You hear dial tone and digits being dialed. The associ-
ated individual trunk or Call button flashes slowly.
•
Repeating reorder tones: You are restricted from the number dialed or from
using the route selected. The display shows INVALID OUTSIDE NUMBER or
RESTRICTED OUTSIDE NUMBER. If the number that you dialed does not
match any of the programmed ARS route group patterns, the display shows
UNABLE TO ROUTE CALL.
Receiving Outside Calls
To receive an outside call on an Inter-Tel phone:
You will hear one of the following signals when receiving an outside call.
•
Repeating long tones and a Call button or individual trunk button is flashing at
the fast rate: A call is ringing in. Lift the handset and/or press the flashing individual
ANSWER
trunk button, flashing Call button, or
button. (Model 8660 or 8662 phone
users who have a programmed Voice Mail extension can press the SEND TO V-MAIL
menu button to transfer the call to Voice Mail.) The individual trunk or Call button
flashes slowly during the call. Display endpoints show <trunk name> RINGING IN.
•
Intercom call or page announcing a call and a Call button or individual trunk but-
ton is flashing at the fast rate: A call has been transferred to your endpoint. Lift the
handset and/or press the flashing individual trunk button, flashing Call button, or
ANSWER
button. (Model 8660 or 8662 endpoint users that have a programmed Voice
Mail extension can press the SEND TO V-MAIL menu button to transfer the call to Voice
Mail.) The individual trunk or Call button flashes slowly during the call. Display end-
points show TG XXXX or group name TFER FROM EX XXXX or username.
•
An individual trunk button is flashing at the fast rate, there is no ring signal, and
you have allowed answer for the trunk. You may hear ringing on another end-
point: Press the fast-flashing individual trunk button as described above or enter the
ANSWER
Automatic Trunk Answer feature code (350). (The
answer these calls.)
button cannot be used to
To receive a call on a single line endpoint:
You hear a page announcing a transfer and/or repeating long double tones: A call
is ringing in. Lift the handset; you are connected to the caller.
You hear a call ringing in on another endpoint and you have allowed answer: Lift
the handset and enter the Automatic Trunk Answer feature code (350). You are con-
nected to the lowest-numbered trunk ringing in for which you have allowed answer.
Page 188
Receiving Outside Calls
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To receive a call that was transferred to hold:
When you hear a page announcing that an outside call is holding at your endpoint (a Call but-
ton or individual trunk button is fluttering):
Inter-Tel endpoints: Lift the handset and/or press the fluttering Call button or individ-
ANSWER
ual trunk button, or press the
button. You are connected to the caller.
Single line phones: Lift the handset and press the Hold button or enter the Individual
Hold feature code (336). You are connected to the caller.
On-Hook Monitoring
An Inter-Tel endpoint user with a speakerphone can monitor the call (listen to a recorded mes-
sage, wait for the call to be answered, or wait on hold), and then speak handsfree when
answered.
To use on-hook monitor:
1.
While on a call, press the Speaker button and hang up. If you do not want to be heard
MUTE
and if the MUTE button is not lit, press the
button or MUTE menu button, or
press the Special button and enter the Microphone Mute On/Off feature code (314). You
can hear the other party (if the microphone is muted, you cannot be heard). The Speaker
MUTE
button is lit (and the
button is lit if the microphone was muted).
2.
To return to the conversation: You may lift the handset or speak handsfree. (If the
MUTE
microphone was muted, press the lit
button or the UNMUTE menu button to
MUTE
speak. The
button goes off.)
Group Listen Feature
The Group Listen feature allows an Inter-Tel endpoint user to transmit a conversation over the
endpoint speaker while in handset or headset mode. This allows other people in the room to lis-
ten to the conversation. However, the endpoint microphone remains disabled so that only the
headset or handset user can speak.
This feature cannot be used on a handsfree call. The user must be on a call using the handset or
a headset before entering the feature code. Group Listen cannot be used on single line phones.
To turn the Group Listen feature on or off during a call:
While on a call using the handset or a headset, press the Special button and enter the Group
Listen feature code (312). You hear a confirmation tone, and the display shows GROUP LIS-
TEN ON or GROUP LISTEN OFF. The other party will not hear the confirmation tone.
If using a headset when Group Listen is enabled, the volume control adjusts the
volume of the headset, not the speaker.
NOTE
When the Group Listen feature is active in handset mode, the Speaker button lamp will remain
unlit. This allows the user to place the call into handsfree mode at any time during the call by
pressing the Speaker button. When the feature is active in headset mode, the Speaker lamp is
lit. Pressing the button will disconnect the call.
The Group Listen feature code can be programmed under a feature button just like any other
feature. The button functions as a toggle. If the button has a lamp, it is lit when the feature is
activated and unlit when the feature is turned off.
If the Group Listen feature is active when an OHVA call is received by the endpoint, the
OHVA call will camp on because the speaker is busy.
Page 189
On-Hook Monitoring
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Trunk Camp On and Busy Trunk Callback (Queue)
Camp On and Callback Queue requests allow the caller to wait for an available resource. A
user waiting for a specific resource (a trunk or a endpoint) will be served before a user waiting
for a group that contains that specific resource, such as a trunk group or hunt group. This
includes camped on Emergency Call feature calls.
Trunk Camp On
When a user attempts to select a busy outgoing trunk or trunk group, the system sends a busy
signal. The user can wait off-hook to camp on until the trunk is available.
A user can camp on to busy resources on other nodes and will hear the other node’s music-on-
hold while camped on. When the system has several routing options for a call, it tries to use
each route, in order, until it finds a free route. If it is unable to find a free route, the system tries
once again to use the first route. If the first route is still busy, the system camps on to the first
route.
To camp on to an outgoing trunk group:
1.
When you hear a busy signal after selecting an outgoing trunk, do not hang up. You
camp on and hear music until a trunk in the trunk group is available. The display shows
WAITING FOR <trunk name>.
2.
When you hear a single progress tone and outside dial tone, dial the desired phone num-
ber. The associated Call button or individual trunk button flashes slowly.
Busy Trunk Callback (Queue)
If you attempt to select a busy outgoing trunk group and hear a busy signal or if you camp on,
you can request a queue callback and hang up until the system signals your endpoint that a
trunk in the trunk group is available. Each endpoint can place only one queue request at a time.
If a second request is made, the first request is canceled and replaced by the second request.
A user cannot queue onto busy resources on another node.
Queue callbacks must be answered before the Queue Callback timer expires. If a callback is
not answered, the queue is canceled. If the endpoint is busy when a trunk in the queued trunk
group becomes available, the queue request is placed at the end of the queue list.
To queue a busy outgoing trunk:
1.
Inter-Tel endpoints: When you hear a busy signal while selecting a trunk. Or if you are
camped on, press the QUEUE button, or press the Special button and enter the Queue
Callback feature code (6) and hang up. The display shows QUEUE REGISTERED
FOR <trunk name>.
Single line endpoints: When you hear a busy signal while selecting a trunk or if you
are camped on, hookflash and enter the Queue Callback feature code (6). Hang up.
2.
3.
Your endpoint rings when the queued trunk is available. Display endpoints show TG
XXXX or group name IS NOW AVAILABLE.
Inter-Tel endpoints: Lift the handset and/or press the fast-flashing Call button, individ-
ANSWER
ual trunk button, or the
button. Then dial the desired phone number. The
associated Call button or individual trunk button flashes slowly. If ARS was used when
the call was placed originally, the number is dialed automatically.
Single line endpoints: Lift the handset and dial the desired number. If all DTMF
decoders are busy when your endpoint is called back, the system sends repeating reor-
der tones instead of dial tone, and the queue is canceled. If ARS was used when the
call was placed originally, the number is dialed automatically.
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Trunk Camp On and Busy Trunk Callback (Queue)
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To cancel a queue before the callback:
Inter-Tel endpoints: While on-hook, press the CANCEL QUEUE button or QUEUE
button. Or, enter the Queue Callback feature code (6). The display shows QUEUE
REQUEST CANCELED.
Single line endpoints: Lift the handset and enter the cancel Queue Callback feature
code (6). Hang up.
Account Codes
Account codes are 3- to 12-digit codes that can be used in conjunction with the Station Mes-
sage Detail Recording (SMDR) feature to aid record keeping. Account codes can be assigned
to measure endpoint use and/or to identify calls for customer billing. There are Standard,
Forced, and Optional types of account codes. The account code, when used, is recorded in the
SMDR report as soon as the call is completed. If more than one account code is entered during
a call, the last account code that was entered is recorded.
Database-Programmed Account Codes
Any endpoint can be assigned a standard account code or one of six types of forced account
codes (four are ARS dependent). Or, if desired, the endpoint can lack an associated account
code.
There can be up to 512 standard and 512 forced account codes in the database.
The account code types are:
•
Standard: Standard account codes automatically appear in the SMDR printout to iden-
tify calls from this endpoint. The user is not required to enter any digits during the call.
•
Forced – All Calls Validated: If this type of account code is enabled, the user must
enter a forced account code before an outside call can be placed. If the code matches
one of the pre-programmed forced account codes in the database, the call is allowed. If
the code does not match, the call is blocked. Endpoints with this account code type can-
not forward calls to outside phone numbers.
•
•
Forced – All Calls Non-Validated: With this account code type, the user must enter an
account code before placing an outside call. The code is not checked against any lists,
and the call is allowed as soon as the code is entered. Endpoints with this account code
type cannot forward calls to outside phone numbers.
Forced – Local Toll Calls Validated: This account code type requires the user to enter
an account code after dialing a local toll call number (a toll call within the local area
codes) or a long distance call when using ARS. If the code matches one of the pre-pro-
grammed forced account codes in the database, the call is allowed. If the code does not
match, the call is blocked. Endpoints with this account code type cannot forward calls
to outside phone numbers.
•
•
Forced – Local Toll Calls Non-Validated: This account code type requires the user to
enter an account code after dialing a local toll call number (a toll call within the local
area codes) or a long distance call when using ARS. The code is not checked against
any lists, and the call is allowed as soon as the code is entered. Endpoints with this
account code type cannot forward calls to outside phone numbers.
Forced – Long-Distance Toll Calls Validated: When this account code type is
enabled, the user only has to enter an account code if the system detects that a long dis-
tance call (a toll call outside of the local area codes) has been dialed when ARS is used.
If the code matches one of the pre-programmed forced account codes in the database,
the call is allowed. If the code does not match, the call is blocked. Endpoints with this
account code type cannot forward calls to outside phone numbers.
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Account Codes
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
Forced – Long-Distance Toll Calls Non-Validated: When this account code type is
enabled, the user only has to enter an account code if the system detects that a long dis-
tance call (a toll call outside of the local area codes) has been dialed when the ARS is
used. The code is not checked against any lists, and the call is allowed as soon as the
code is entered. Endpoints with this account code type cannot forward calls to outside
phone numbers.
•
None: If the user will not be required to enter an account code, this option is selected.
The user may still use optional account codes or enable the Account Code For All Calls
Following feature, as desired.
If the system is installed in a network, the network validates account codes against the account
code table on the same node as the caller. The account code follows the call as it moves from
node to node and appears on every SMDR record associated with the call. However, if an
optional account code is entered during the call, that account code will be used in the SMDR
report.
If ARS Dial Rule #5 (Add Account Code) is enabled, the account code must be entered before
the end of dialing for it to be included in the dialed digits. Forced, standard, and “all calls fol-
lowing” account codes are automatically entered before the digits. If using an optional account
code, it must be entered after seizing a trunk, but before dialing the number, to be included in
the ARS digits.
Optional Account Codes
Optional account codes can be entered at any time during a call. These user-defined codes are
not preprogrammed, but must be within the maximum length set in programming. If entered,
optional account codes are printed in the SMDR report for that call in place of standard or
forced account codes that may have been used.
To enter an optional account code after selecting a trunk or while on an outside call:
1.
Inter-Tel endpoints: Press the Special button and enter the Optional Account Code fea-
ture code (390). Display endpoints show ENTER ACCT CODE. The outside party, if
any, does not hear you enter the code.
Single line endpoints: Hookflash and enter the Optional Account Code feature code
(390). The outside party, if any, hears music until step 2 is completed.
2.
Enter the account code using the dialpad; Inter-Tel endpoint users may press a Speed
Dial button to enter an account code number that has been stored in that Speed Dial
number location. (Display endpoints show numbers. You hear a single progress tone
when the code is accepted. Single line users are reconnected when the system accepts
the account code. (If an account code is entered that has fewer than the programmed
#
maximum number of digits, press
account code entry.)
to return to the call. Pressing
will cancel the
Enabling the Account Codes for All Calls Following Feature
You can use the Account Code For All Calls Following feature to enter an account code once
and apply it to all calls placed from that endpoint until the feature is canceled. The account
code is stored in system memory and is used for all calls made by that endpoint. It affects other
account code programming as follows:
Forced: If forced account codes are enabled for the endpoint, the “all calls following” account
code is used for all calls and the user will not be prompted to enter an account code until the
“all calls following” code is canceled.
If account codes are validated, and the Account Code For All Calls Following is
NOTE an invalid code, calls will not be allowed at the endpoint until the code is
removed or reprogrammed.
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Optional Account Codes
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
•
Standard: If standard account codes are enabled for the endpoint, the “all calls follow-
ing” account code overrides the standard code.
None: If no forced or standard account codes are enabled for the endpoint, the “all calls
following” code will be used as an optional account code.
Optional: In the event that this feature is in effect and an optional account code is also
entered, the optional account code will override the “all calls following” account code
for that call only. All subsequent calls will be associated with the “all calls following”
account code.
#
To cancel this feature, the feature code is entered without an account code (just press
to ter-
minate programming).
To enter an account code and use it for all following calls:
1.
Inter-Tel endpoints: Enter the Account Code For All Calls Following feature code
(391). Display endpoints show ENTER ACCT CODE.
Single line endpoints: Lift the handset and enter the Account Code For All Calls Fol-
lowing feature code (391).
2.
Enter the account code using the dialpad; Inter-Tel endpoint users may press a Speed
Dial button to enter an account code number that has been stored in that Speed Dial
number location. If an account code is entered that has fewer than the programmed
#
maximum number of digits, press
to terminate the code. Display endpoints show
numbers. You hear a single progress tone when the code is accepted.
To cancel the account code for all calls following feature:
1.
2.
Inter-Tel phones: Enter the Account Code For All Calls Following feature code (391).
Display endpoints show ENTER ACCT CODE.
Single line phones: Lift the handset and enter the Account Code For All Calls Follow-
ing feature code (391).
#
If on-hook, lift and replace the handset, or press
to exit. If off-hook, hang up.
Placing Calls On Hold
There are several ways to place intercom and outside calls on hold. While on hold, the caller
hears music (if equipped). There are three hold applications in the system:
•
•
Individual Hold places the call on hold at one endpoint. It can then be picked up
directly at that endpoint or it can be picked up at another endpoint using the Reverse
Transfer feature.
System Hold places the call on hold so that it can then be picked up directly at any
Inter-Tel endpoint that has an individual trunk button and has allowed-answer and/or
outgoing access for the associated trunk or at the endpoint that placed it on hold.
Attempting to place a conference on system hold will place the conference on individ-
ual hold. Intercom calls cannot be placed on system hold. Single line endpoints cannot
place calls on system hold; attempting to do so at a single line endpoint will place the
call on individual hold. In a network setting, when a user puts a trunk on system hold,
only that user and users on the same node as the trunk can access the call.
•
Consultation Hold allows a single line endpoint user to pause during a call, use other
system features, and then return to the caller by hookflashing. If the user attempts to
hang up after placing a call on consultation hold, the call recalls the endpoint.
If a call remains on hold until the Hold timer expires, it recalls the endpoint where it is on hold,
and the Recall timer is started. If it is still unanswered when the Recall timer expires, it recalls
the endpoint’s Attendant, and the Abandoned Call timer is started. If the endpoint does not
have an Attendant, the call continues to recall at the endpoint that placed it on hold. If the call
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Placing Calls On Hold
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
is not answered before the Abandoned Call timer expires, the call is disconnected by the sys-
tem.
For users’ convenience, the system has two Hold timers: Hold and Hold–Alternate. In the
default state, the Alternate timer is set for a longer time period than the Hold timer. However,
both timers are programmable. The “Alternate Hold Timer” endpoint flag determines which
timer each endpoint will use. If the flag is disabled, the endpoint uses the Hold timer. If it is
enabled, the endpoint uses the Alternate timer.
Inter-Tel endpoint users can avoid the Hold timer by muting the microphone dur-
NOTE ing a call instead of placing the call on hold. If this is done, the caller will not hear
Music-On-Hold and will not recall the endpoint.
Individual Hold
To place an intercom or outside call on individual hold:
1.
While on the call:
Inter-Tel endpoints: Press the Hold button or press the Special button and enter the
Individual Hold feature code (336). You hear intercom dial tone and the Call button,
IC
individual trunk button, or
button flutters.
Single line endpoints: Hookflash and enter the Individual Hold feature code (336).
You hear intercom dial tone.
2.
Hang up or place another call.
To return to the caller on individual hold:
IC
ANSWER
Inter-Tel endpoints: Lift the handset and/or press the fluttering
intercom calls, or the Call button or individual trunk button (or the
for outside calls.
button for
button)
Single line endpoints: Lift the handset and enter Individual Hold feature code (336).
System Hold
NOTE This feature does not apply to single line endpoints.
To place an outside call on system hold (Inter-Tel endpoints only):
1.
While on a call, press the Special button and enter the System Hold feature code (335).
You hear intercom dial tone, and the associated Call button or individual trunk button
flutters.
2.
Hang up or place another call.
To return to a call on system hold (Inter-Tel endpoints only):
At any Inter-Tel endpoint that shows a fluttering individual trunk button for the call
and has allowed-answer and/or outgoing access for that trunk, lift the handset and/or
press the fluttering button.
At the Inter-Tel endpoint that placed the call on hold, press the fluttering individual
trunk or Call button.
Intercom calls and conferences cannot be placed on system hold. If you
NOTE attempt to do so, the call or conference will actually be placed on individ-
ual hold.
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Individual Hold
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Consultation Hold
To use Consultation Hold (single line phones only):
1.
While on a call, hookflash to place the call on consultation hold. You hear three short
tones followed by dial tone.
2.
You can place a call or enter a feature code.
If you hang up while the call is on consultation hold, the call immediately
NOTE
recalls your endpoint. If you hang up after dialing an extension number,
the call transfers to that endpoint.
3.
Return to the caller on hold by hookflashing.
Hold Recall
To answer a hold recall:
When the recall rings at your endpoint, the display shows <endpoint or trunk>
ANSWER
RECALLING. Lift the handset or press the
button. Executive Display, Pro-
fessional Display, and Model 8560 phone users can press the ANSWER menu button.
Single line endpoints are automatically connected; Inter-Tel endpoint users may need
to press the flashing Call or individual trunk button.
Microphone Mute
Whether handsfree or using the handset, you can temporarily turn off your microphone while
on a call. The call is still connected; you can hear the other party, but they cannot hear you.
MUTE
Since the call is not placed on hold, no timer is activated. The
microphone is muted; the light will go off when you press the
microphone.
button is lit when the
button to re-enable the
MUTE
MUTE
button while speaking to the OHVA caller to mute the handset microphone. The caller on the
MUTE
handset will not hear you or the OHVA caller. When you press
microphone is re-enabled.
again, the handset
You cannot mute the microphone on your phone while your call is on hold at another phone.
If you receive complaints from IP phone users about losing audio on muted calls,
NOTE
there may be a firewall issue. Contact your local Inter-Tel dealer for assistance.
Muting the endpoint microphone:
MUTE
1.
To temporarily turn off your microphone while on a call, press the
button or
MUTE menu button, or press the Special button and enter the Microphone Mute On/Off
MUTE
feature code (314). The
button is lit, and the display shows MICROPHONE
MUTE ON. If off-hook, do not hang up (unless you press the Speaker button first).
MUTE
2.
Press the lit
button or UNMUTE menu button, or press the Special button and
MUTE
enter the feature code (314) to turn the microphone on. The
the display shows MICROPHONE MUTE OFF.
button goes off, and
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Consultation Hold
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Call Waiting
While an endpoint is in use, incoming intercom and outside calls camp on until the busy end-
point is available. The busy party hears a single Camp On tone every 15 seconds, unless the
Camp On Tone timer is changed or Camp On tones are disabled at the endpoint.
A endpoint programming flag titled Camp On Indications allows Camp On tones to be enabled
or disabled for incoming intercom and outside calls. This flag is programmed on an endpoint-
by-endpoint basis.
The DID/E&M Receive Busy Instead Of Camp-On endpoint flag determines whether E&M
and DID callers will receive busy signal or receive ringback and camp on when calling a busy
endpoint. In the default state, busy tones are disabled, and the callers will hear ringback while
camped on to the called endpoint. This flag is programmed on a endpoint-by-endpoint basis.
To respond to call waiting using an Inter-Tel endpoint:
IC
1.
If, while on a call, you hear a single camp-on tone and/or see the
button, a Call
button, or an individual trunk button flashing rapidly, you have a call waiting. The dis-
play indicates the type of call that is waiting (intercom, outside, recall, etc.). If you are a
hunt group member, the display shows the number of calls camped on to the hunt
group. Do one of the following:
•
If you want to end the current call, hang up. A waiting outside call rings as an
incoming call; an intercom call rings as a private call. Answer as usual.
•
If you want to place the current call on hold, press the Hold button or press the
Special button and enter the Individual Hold feature code (336). The Call button,
IC
individual trunk button, or
camped on, in which case the
call is picked up, then the
button flutters (unless an intercom call is
button flashes rapidly until the camped on
button flutters). Answer the waiting call by
IC
IC
IC
pressing the flashing Call button, individual trunk button, or
button.
•
If using Model 8660 or 8662: You may press one of the following menu buttons:
— ANSWER: Press this button to end the current call and answer the ringing call.
— SEND TO V-MAIL: This button appears only if you have a Voice Mailbox.
Press this button to transfer the call to your mailbox.
— IC CALL TO DND: Pressing this button will send Do-Not-Disturb tones to the
caller. If using a display Inter-Tel endpoint, the caller will see DO-NOT-DIS-
TURB.
2.
To return to the holding call: Press the fluttering individual trunk button, Call button,
IC
or
button.
To respond to call waiting using a single line endpoint:
When you hear a single camp-on tone every 15 seconds while you are on a call, another call is
waiting. Do one of the following.
1.
If you want to end the current call, hang up. The call rings at your endpoint. Lift the
handset to speak to the waiting caller.
If you want to place the current call on hold, hookflash and then enter the Individual
Hold feature code (336). You are connected with the waiting caller.
2.
To return to the first call on hold:
If you want to end the current call, hang up. Return to the holding call by lifting the
handset and entering the Individual Hold feature code (336).
If you want to place the current call on hold and connect with the original call:
Hookflash and then enter the Individual Hold feature code (336) twice.
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Call Waiting
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To move a camped-on intercom call to Do-Not-Disturb:
While on a call, you hear call waiting signals:
Endpoints with menu buttons: Press the DO-NOT-DISTURB, or IC CALL TO DND
menu button.
DND
Other Inter-Tel endpoints: Press the
button or enter a Do-Not-Disturb feature
DND
code (370 or 372). The
button lights. The intercom caller is no longer camped
on and receives Do-Not-Disturb indications.
Single line endpoints: Hookflash and enter a Do-Not-Disturb feature code (370 or
372). The intercom caller is no longer camped on and receives Do-Not-Disturb indica-
tions. Hookflash twice to return to the current call.
Call Transfer
The following paragraphs describe transfer feature codes and the different ways to transfer
calls on the Inter-Tel 5000.
Feature Codes
Either of two feature codes can be used to transfer intercom and outside calls to other end-
points, voice processing system applications, hunt groups, off-node devices, or outside phone
numbers. The call transfer options are as follows:
•
Transfer to ring: You can transfer intercom or outside calls to another endpoint, a
voice processing system application, a hunt group, or an outside phone number.
•
Transfer to hold: Either intercom or outside calls can be transferred to another end-
point and placed on hold using this feature.
Transferring Conference Calls
An established conference can be transferred to an endpoint. While the transfer is taking place,
the parties in the conference remain connected to each other and may converse. The transfer
will appear at the destination endpoint in the same manner as any other transferred call along
with a CONFERENCE TFR FROM <username> display and may be answered by the endpoint
user.
Transfer to a System Forward
When a user transfers a call to the principal station of a system forwarding path, the Handsfree
Announce System Forward system-wide flag determines what the caller will hear. If enabled,
the caller will place a handsfree call to the principal station and can announce the transfer. The
call does not enter the forwarding path. If the option is disabled, the transferring user will hear
ringing and can announce the call only if it is answered by the principal station or one of the
forwarding points.
Transfers and Outside Calls
If a user answers another call while a party is waiting on transfer hold, the waiting party will be
moved to individual hold at that endpoint. If the Hold timer expires while a call is on transfer
hold, the call will recall the endpoint. The user must return to the call on hold and begin the
transfer process again. There may be some reduction in voice volume when an outside call is
transferred to an outside phone number depending on the quality of the trunks in use.
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Call Transfer
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Transfer-to-Connect Endpoint Flag
If the Transfer-To-Connect Allowed endpoint flag is enabled, an announced transfer call
(including an announced transfer from Voice Mail) connects immediately with the destination
once the transferring party hangs up. (If the flag is disabled, the recipient must press a Call but-
ANSWER
ton or the
button to answer the transferred call). If the user has a headset enabled, or
if the user picks up the handset for the initial call and the transferring party disconnects, the
transferred party hears a single tone and then is immediately connected without any further
action from the user. Calls will not automatically connect in handsfree speakerphone mode.
This flag applies only to Inter-Tel endpoints and is disabled in the default state.
Transfer to Ring
To transfer a call or conference:
TRANSFER
1.
Inter-Tel endpoints: While on a call, press the
button, or press the Special
button and enter the Transfer to Ring feature code (345). Intercom dial tone is heard.
The display shows TRANSFER CALL TO EXTENSION.
Single line endpoints: While on a call, hookflash. Tones are heard, followed by inter-
com dial tone.
2.
EITHER, Select an outgoing trunk group or press the OUTSIDE PHONE menu button,
and dial the desired phone number. If all trunks in the trunk group are busy, select
another trunk group or camp on and wait for a trunk. If you hear repeating reorder
tones, you dialed a restricted phone number. To return to the caller on transfer hold,
IC
press the lit Call button, trunk button, or
flash twice (single line endpoint).
button (Inter-Tel endpoint) or hook-
OR, Dial the desired extension number or press a Speed Dial button, the VOICE MAIL
menu button, or the MESSAGE CENTER menu button. Model 8660 or 8662 users can
use the Directory feature by pressing the IC DIRECTORY menu button. The number
0
can be an endpoint extension number,
or a Voice Mail extension number.
for the Attendant, a hunt group pilot number,
a. Transfer to an endpoint that is forwarded to Voice Mail: You hear repeating
double tones and the display shows DEST FORWARDED TO VOICE MAIL.
b. Transfer to Voice Mail: The system waits for you to enter the mailbox number.
The display shows ENTER MAILBOX. Enter the desired mailbox number. Users
of Executive and Professional Display phones and Model 8560 phones can access
the Directory feature by pressing the IC DIRECTORY menu button, if the system
is validating mailbox numbers. If you do not enter a mailbox number before you
hang up, the caller is connected to the Voice Mail unit and must enter the mailbox
number after listening to the introductory voice prompts.
3.
4.
If desired, wait for an answer and announce the call. If you are calling an endpoint such
as Automated Attendant that does not accept call announcements, the display shows
HANG UP TO FINISH TRANSFER.
You have the following options:
To complete the transfer: Hang up or press another Call button. The display shows
CALL TRANSFERRED TO <user name>.
IC
To return to the caller: Press the fluttering Call button, trunk button, or
but-
ton (Inter-Tel endpoint) or hookflash twice (single line phone).
TRANSFER
To try another endpoint: Press the
button or press the Special button and
enter the Transfer to Ring feature code (345). Then dial another extension number.
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Transfer-to-Connect Endpoint Flag
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To transfer the call to hold when calling an endpoint (Inter-Tel phones only): Press
HOLD
the
button or the TRANSFER-TO-HOLD menu button. Or press the Special
button and enter the Individual Hold feature code (336). The call will not ring or send
Call Waiting signals until the Hold timer expires.
Transfer to Hold
A call transferred to hold at a phone does not ring or send a display message while holding.
After the Hold timer expires, the phone rings or sends Call Waiting signals. Also, calls trans-
ferred to Hold do not recall to the transferring party’s phone. Rather, they recall to the receiv-
ing party’s Attendant if unanswered after the Hold and Recall timers expire. Besides the
procedure listed below, Inter-Tel phone users have an alternative method for transferring calls
to hold; refer to step 4 in the previous procedure.
To transfer a call to Hold:
1.
Model 8660 or 8662: While on a call, press the TRANSFER-TO-HOLD menu button.
The display shows TRANSFER CALL TO EXTENSION.
Other Inter-Tel endpoints: While on a call, press the Special button and enter the
Transfer To Hold feature code (346). The display shows TRANSFER CALL TO
EXTENSION.
Single line endpoints: While on a call, hookflash and enter the Transfer To Hold fea-
ture code (346).
2.
3.
Model 8660 or 8662 users can use the Directory feature by pressing the IC DIRECTORY
menu button.
Hang up to complete the transfer.
To pick up a call that was transferred to Hold:
If a call was transferred to Hold at your endpoint:
IC
Inter-Tel endpoints: When your
button, a Call button, or individual trunk but-
ANSWER
ton is fluttering, lift the handset and/or press the fluttering button or the
ton for an outside call. You are connected to the caller.
but-
Single line endpoints: Lift the handset and enter the Individual Hold feature code
(336). You are connected to the call.
Transfer Recalls
If a call is transferred to another phone and is not answered before the appropriate Transfer
timer expires (and if it was not transferred to hold), the call recalls the transferring phone’s
recall destination (defaults to the phone) and the Recall timer is started. The call rings until the
Recall timer expires. If unanswered, it recalls the transferring party’s Attendant, and the Aban-
doned Call timer is started. (If the transferring endpoint has no Attendant, the call continues to
recall at the transferring endpoint.) If the call is not answered before the Abandoned Call timer
expires, the call is disconnected by the system.
In a network, a phone’s transfer recall destination can be an off-node device.
To answer a transfer recall:
Inter-Tel endpoints: When the recall rings at your endpoint, the display shows <user-
ANSWER
name> RECALLING FROM <username>. Lift the handset and/or press the
button. Press the medium-flashing Call button or individual trunk button, or press the
ANSWER
button if the call is not automatically connected.
Single line endpoints: If you hear a repeating signal of four tones and a pause, lift the
handset. You are immediately connected.
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Transfer to Hold
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Call Screening
Calls transferred from the Automated Attendant or a Call Routing Announcement application
can be screened, announced, or unannounced. Separate programming flags in the database
determine the methods used for transferring calls to endpoints with mailboxes, endpoints with
extension IDs, and extensions without mailboxes or IDs.
When a call is received by Automated Attendant or Call Routing Announcement and the caller
enters an extension number, the programmed Transfer Method determines how the call will be
transferred. The Transfer Method flags can be programmed in the database. If allowed in mail-
box programming, they can also be programmed by the mailbox user. The available Transfer
Methods are as follows:
•
Announce Only: The caller is asked to state his or her name. Then the call is trans-
ferred to the associated extension number. When the user answers the transfer, the voice
processing system plays the caller’s name and completes the transfer.
•
Screened: The caller is asked to state his or her name. Then the call is transferred to the
associated extension number. When the called party answers the transfer, the voice pro-
cessing system plays the caller’s name. The called party has the options of replaying the
name, sending the call to Voice Mail if the extension has a mailbox, transferring the call
to another extension, accepting the call, or rejecting the call.
•
Unannounced: The call is transferred to the associated extension number without
announcing the call. This method is applied in the default state.
In a network setting, the voice processing system can provide call screening for a destination
extension on another node. However, the node where the voice processing system is connected
must have an off-node device programmed for the destination extension and access to the
remote node.
Receiving an Announced Or Screened Transferred Call: Depending on the Transfer
Method programmed for your mailbox or extension ID, one of the following will occur when
you receive a call transfer from Automated Attendant or Call Routing Announcement:
•
“Announce Only” Calls: When the caller enters your extension number, the system
asks the caller to record his or her name. The voice processing system then places a pri-
vate call to your endpoint. When you answer, it plays “You have a call from (caller's
name).” It then completes the transfer, and the transferred call rings at your endpoint.
Answer as usual.
•
“Screened” Calls: When the caller enters your extension number, the system asks the
caller to record his or her name. The voice processing system then places a private call
to your endpoint. When you answer, it plays “You have a call from (caller's name),”
and gives you the following options:
#
—
To accept the call, press
or the ACCEPT menu button. The call will ring at
your endpoint.
1
—
—
To replay the announcement, press
or the REPLAY menu button.
2
To send the call to Voice Mail, press
or the SEND TO V-MAIL menu button.
The caller is transferred to your mailbox and hears your personal greeting.
3
—
To forward the call to another extension, press
or the FORWARD menu but-
ton. Then enter the extension number. The call is sent to the other endpoint. If that
endpoint has screened or announced transfers, the caller’s name is played again
for that endpoint.
—
To refuse the call, press
or the REFUSE menu button, or simply hang up. The
caller receives a recording that says you are not available and offers the option of
leaving a message.
•
“Unannounced” Calls: This is the default method for transferring a call. The call is
transferred to your endpoint without any kind of announcement.
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Call Screening
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System Features
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Reverse Transfer
Calls ringing or recalling at a endpoint or a hunt group can be picked up at any other endpoint,
using this feature. Calls on hold can also be picked up from endpoints. A user can reverse
transfer a call from a endpoint or a hunt group on another node.
If more than one call is ringing or holding at the endpoint or hunt group, a priority list deter-
mines which call is reverse transferred. Calls are selected in the following order, and if more
than one call of the same type is at the endpoint, the calls are picked up in the order they were
received:
1.
2.
3.
4.
Ringing calls
Camped-on calls
Holding outside calls
Holding intercom calls
If a call is reverse transferred from a hunt group announcement or overflow endpoint, and an
endpoint in the hunt group becomes available, the call will be disconnected from your endpoint
immediately when answered by the hunt group endpoint.
Group Call Pick-up: When the Group Call Pick-Up feature is enabled, a call ringing in to a
hunt group or one of its endpoints can be picked up at any other endpoint. Users can enter the
Reverse Transfer feature code (4) and dial a hunt group’s pilot number to pick up a call that is
ringing in to the hunt group’s pilot number or to any endpoint within that hunt group. See
page 148 for details about the Group Call Pick-Up feature.
Group Call Pick-up does not affect DSS lamp status any differently than standard
hand group calls or individual calls.
NOTE
There is a programmable endpoint flag called “Transient Call Indication On Call Answer” that
determines whether the user sees a call display when reverse transferring a call (or using a sec-
ondary extension button). If the flag is enabled, the display indicates whether the call was ring-
ing, recalling, transferred, or holding at the other endpoint.
To reverse transfer a call:
EITHER, Lift the handset (Inter-Tel endpoints can remain on-hook) and enter the
Reverse Transfer (Call Pick-Up) feature code (4), then dial the extension or pilot num-
ber where the call is ringing or holding. You are automatically connected to the caller.
OR, Lift the handset (Inter-Tel endpoints can remain on-hook) and dial the extension or
pilot number where the call is ringing or holding, then press the Special button or
hookflash and enter the Reverse Transfer (Call Pick-Up) feature code (4). You are
automatically connected to the caller.
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Reverse Transfer
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Conference Calls
Users can establish multi-party conference calls without operator assistance. There can be up
to four parties in a conference. In addition to the initiating endpoint, the conference can include
any combination of up to three intercom and/or outside calls.
During a conference call, some reduction in voice volume may be noticed,
depending on CO trunk quality.
NOTE
During a conference, if any user presses a dialpad button, the DTMF tones will be heard by all
other parties in the conference. This allows conference callers access to DTMF-controlled
devices.
ferred to another endpoint. While the transfer is taking place, the parties in the conference
remain connected to each other and may converse. The transfer will appear at the destination
endpoint in the same manner as any other transferred call along with a CONFERENCE TFR
FROM <user name> display and may be answered by the party.
NOTICE
While Inter-Tel systems are designed to be reasonably secure against CO trunk misuse by
outside callers, there is no implied warranty that the Inter-Tel system is invulnerable to all
forms of unauthorized use.
For example, unauthorized use could occur if the CO/local exchange does not provide
“supervision” on the telephone lines connected to the system. Without CO/local exchange line
supervision a party might not be disconnected from the Inter-Tel system when they hang up.
Without line supervision it is possible for the caller to remain connected to a CO/local
exchange trunk circuit that is connected to the Inter-Tel system. If the caller then begins dial-
ing, the call could be placed through the Inter-Tel system and would then be billed to the
Inter-Tel system's owner.
The Inter-Tel system cannot check or control this type of call for toll restriction and may not
register the call in SMDR. This situation could occur when a call is connected to a phone on
a line without supervision or when a conference call is placed on a line without supervision.
In a network setting, a user can build a conference with party members (endpoints and/or
trunks) on other nodes. The conference circuits used to build the conference will be allocated
from the originating party’s node. Any party, not just the originating party, can add a party
member to the conference.
•
If the party who adds the new member is on the originating party’s node, the party will
be added to the conference circuit already allocated. This conference is still restricted to
the four party limit.
•
If the party who adds the new member is not on the originating party’s node, a new con-
ference circuit is allocated from the second node. Because this allows more than four
parties in a conference, users should be warned that voice levels can be degraded as
more parties are added to the conference.
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Conference Calls
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System Features
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Placing a Conference Call
To place a conference call while on a call with an Inter-Tel phone:
CNF
1.
Press the
button, or press the Special button and enter the Conference feature
CNF
code (5). The party is on conference wait hold (hears music) and the
flutters. The display shows CALL NEXT PARTY TO CNF.
button
To place a conference call while on a call with a single line phone:
1.
Hookflash and enter the Conference feature code (5). The party is on conference wait
hold (hears music).
2.
Place an intercom or outside call to another party (or return to a call on hold) to be
included in the conference. Users of Executive and Professional Display phones and
Model 8560 phones can press the IC DIRECTORY or OUTSIDE DIR menu buttons to
look up numbers, if desired..
NOTE An existing conference is not a valid “party” for another conference.
To place the party on conference wait hold with an Inter-Tel endpoint:
CNF
Press the
button again. Or, press the Special button and enter 5 again.
To place the party on conference wait hold with a single line endpoint:
Hookflash and enter the Conference feature code (5). The party is on conference
wait hold (hears music).
3.
4.
Repeat step 2 until all desired parties are on conference wait hold (or the maximum
allowed number has been reached).
Connect all waiting parties in the conference:
To connect all waiting parties in the conference with an endpoint that has menu
buttons:
Press the CONNECT TO CONFERENCE menu button. All parties are connected.
The display shows CNF IN PROGRESS. The CNF button and a Call button flash
slowly. Use the following menu buttons:
HOLD: Press this button to place the conference on hold.
DISCONNECT: Press this button to remove your endpoint from the conference.
If there are no other endpoints in the conference, all parties are disconnected. If
there is still another endpoint in the conference, the parties remain connected.
ADD PARTY: This button appears only if you have not reached the maximum
number of allowed parties. Press this button to leave the conference parties con-
nected while you place another call to be added to the conference.
MUTE: Press this button to switch the microphone on or off during the confer-
ence.
TRANSFER CNF: Press this button and enter an extension number to transfer
the conference to another endpoint or the Voice Mail application.
To connect all waiting parties in the conference with another type of Inter-Tel
endpoint:
CNF
5
Press the
button again. Or, press the Special button and enter
again.
All parties are connected. Display endpoints show CNF IN PROGRESS. The
CNF
button and a Call button flash slowly.
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Placing a Conference Call
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To connect all waiting parties in the conference with a single line endpoint: When all par-
ties are on conference wait hold, hookflash and enter the Conference feature code (5). All par-
ties are connected.
If the number of parties in your conference exceeds the capacities of the system
resources, you will hear reorder tone and see a display that tells you MAX NUM-
BER OF PARTIES EXCEEDED. To complete the conference setup, return to the
parties on conference wait hold one by one (Inter-Tel endpoint users press the
NOTE
IC
associated Call or
button, single line endpoint users enter the Individual
Hold feature code twice) and release parties until there are fewer than the maxi-
mum. Then repeat step 5 to connect the conference.
Add Parties to a Conference
Parties cannot be added when the maximum number of participants has been
reached.
NOTE
To add parties to an existing conference (any inside party) on an Inter-Tel endpoint:
CNF
1.
During the conference, press the
button. The other parties remain connected.
CNF
The Call button and
button flutter.
2.
Place an intercom or outside call to the other party (or return to a call on hold) to be
CNF
included in the conference and press the
button.
CNF
3.
4.
To connect all parties in a conference: Press the
To add another party: Repeat steps 1-3 again.
button again.
To add parties to an existing conference (any inside party) on a single line endpoint:
1.
2.
During the conference, hookflash. The other parties remain connected.
Place an intercom or outside call to the other party to be included in the conference (or
return to a call on hold). Hookflash and enter the Conference feature code (5).
3.
4.
To connect all parties in a conference: Hookflash and enter the Conference feature
code (5) again.
To add another party: Repeat steps 1-3 again.
Exiting a Conference
There are several options for leaving the conference:
•
Exit the conference by hanging up. The other parties remain connected only if at least
one is the endpoint of an inside party. You cannot return to the conference. If there are
no inside party endpoints remaining in the conference, it is disconnected.
•
Leave the conference and allow the outside parties to remain connected by pressing the
CNF
button or entering the Conference feature code. You can return to the confer-
ence at any time.
•
•
End the conference and place all of the parties on individual hold. You can return to the
parties one at a time.
Place the entire conference on hold. The conferenced parties remain connected.
If a user attempts to place a conference call on system hold, the confer-
ence will be placed on individual hold.
NOTE
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Add Parties to a Conference
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Exiting and Re-Entering the Conference
To exit the conference and leave the other parties connected (any inside party) with an
Inter-Tel endpoint:
CNF
CNF
During the conference, press the
button flutters.
button and hang up. The
button and a Call
If all remaining parties are outside parties and the Hold timer expires while you
are out of the conference, the conference recalls your endpoint. The recall rings
CNF
at your endpoint and the
button flashes at the medium rate. The display
NOTE
CNF
shows CONFERENCE RECALLING. Press the
button to return to the
conference. If the recall is not answered before the Recall timer expires, it will
recall the Attendant.
To return to the conference:
CNF
Lift the handset and/or press the
button again.
To exit the conference and leave the other parties connected (any inside party) with a sin-
gle line endpoint:
During the conference, hookflash and hang up.
If the Hold timer expires while you are out of the conference, the parties recall
your endpoint. When the recall rings at your endpoint, lift the handset to answer
the recall. If the recall is not answered before the Recall timer expires, it will recall
NOTE
the Attendant.
To return to the conference: Lift the handset and/or enter the Conference feature
code (5).
Ending the Conference and Placing All Parties on Hold
To end the conference and put all parties on hold (any inside party) with an Inter-Tel
endpoint:
CNF
CNF
During the conference, press the
button and hang up. The
button and a
Call button flutters. The parties are still connected in a conference.
To place the parties on individual hold: Press the Hold button or enter the Individual
Hold feature code (336). You can then return to each party individually by pressing the
IC
associated Call or
button.
To end the conference and put all parties on hold (any inside party) with a single line end-
point:
During the conference, hookflash and hang up. The parties are still connected in a con-
ference.
To place the parties on individual hold: Lift the handset and enter the Individual
Hold feature code (336). You can then return to each party individually by entering the
Individual Hold feature code again.
Page 205
Exiting and Re-Entering the Conference
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Placing the Entire Conference on Hold
Any inside party involved in a conference can place the conference on hold at his or her end-
point. The other conference parties remain connected and can converse. The user that placed
the conference on hold can then place calls or use system features while the conference is on
hold. Then the user can return to the conference on hold. Note, however, that a conference may
not be terminated while it is on hold.
Once a user has moved a conference to hold, the user may, if desired, establish another confer-
ence. Because each conference is established under a separate Call button, it is possible for the
user to have access to any individual conference for further call processing. If the user elects to
CNF
CNF
use the
button for conference access, the
button will rotate through the confer-
CNF
ences in priority order. The
button will always reflect the status of the top-priority con-
CNF
ference. The priority order for the
button when multiple conferences are in effect is:
•
•
•
•
Conference or call on transfer hold
Ringing (ring in, recall, or camp on) conference
Conference on hold
Active conference
To place the conference on hold (any inside party) during a conference call with an Inter-
Tel endpoint:
Press the Hold button or press the Special button and enter the Individual Hold feature
CNF
code (336). The conferenced parties remain connected. The call and
flutter.
buttons
To place the conference on hold (any inside party) during a conference call with a single
line endpoint:
Hookflash and then enter the Individual Hold feature code (336). The conferenced parties
remain connected.
If you do not return to the conference before the Hold timer expires, the confer-
ence will recall your endpoint. If the recall is not answered, the conference will
recall to your Attendant's endpoint. At the Attendant, the call will be terminated
NOTE automatically after the Abandoned Recall timer if no inside parties are still in the
conference and if it is not answered by the Attendant. (If the Attendant answers
the call, a conference is re-established with the Attendant endpoint as one of the
conference parties.)
To return to the conference with an Inter-Tel endpoint:
CNF
Press the Hold button,
button, or the fluttering Call button.
To return to the conference with a single line endpoint:
Lift the handset and enter the Conference feature code (5).
Page 206
Placing the Entire Conference on Hold
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Record-A-Call
If your system is programmed with a Record-A-Call application, the endpoints can be pro-
grammed to use the Record-A-Call feature. It allows users to enter a feature code whenever
they want to record an ongoing call in their designated Record-A-Call mailbox. Users can
retrieve the recorded messages later, just as they would any other mailbox messages.
When a user requests the Record-A-Call feature, the system establishes a conference call with
the current call parties and a mailbox. If there are no conference circuits available when the
user requests Record-A-Call, or if there are already four parties on the call, the user hears reor-
der tones and cannot use the feature.
The Record-A-Call mailbox records the call as a Voice Mail message. All parties will be
included in the recording. If desired, the Record-A-Call mailbox can be programmed to play a
message announcing that the Record-A-Call feature is in progress. There can be separate mes-
sages for day and night modes.
To signal to the other parties that the Record-A-Call feature is in use, a system-wide Record-A-
Call Tone flag can be enabled during system programming. If the flag is disabled, there will be
no alerting tone. If enabled, the beep will occur periodically throughout the call. The Record-
A-Call Tone Interval timer determines how often this tone is generated. If the timer is set to 0,
the tone is generated only when the feature is first activated.
There are two ways an endpoint can be programmed to use this feature:
•
The endpoint can be programmed to use its personal mailbox, or another mailbox, as
the assigned Record-A-Call mailbox. Only this assigned mailbox can be selected. This
state is the default programming for all endpoints.
•
The endpoint can be programmed with a default mailbox, but with the option of select-
ing a different mailbox. If the user chooses to not enter a mailbox number, the system
automatically selects the default mailbox.
In a network setting, the Record-A-Call destination does not have to be on the same node as
the endpoint, but the voice processing system must be programmed with a mailbox for that
endpoint.
When the requesting user hangs up, all parties are automatically disconnected. If all parties on
the call hang up except the requesting user, an intercom call will remain connected between the
requesting endpoint and the Record-A-Call application. This allows the user to make additional
comments before ending the recording.
When the user turns off Record-A-Call or ends the call being recorded, the system delivers the
message to the mailbox. The associated endpoint will receive Message Waiting indications as
usual.
A monitored endpoint can initiate a Record-A-Call session without terminating call monitor-
ing. Hunt group supervisors, however, cannot initiate a Record-A-Call while monitoring an
endpoint, and an endpoint using Record-A-Call cannot be monitored. In other words, to use
Record-A-Call and station monitoring simultaneously, the supervisor must first be monitoring
the endpoint, and the endpoint, not the supervisor, must initiate the recording.
The Record-A-Call feature code can be assigned to a user-programmable feature button. If the
feature button has a lamp, it flashes while the Record-A-Call conference is being set up and is
lit while the feature is active.
The programmer can set a maximum length for Record-A-Call messages. The Record-A-Call
Maximum Message Length timer can be set at 0-600 minutes. A 0 setting allows messages of
any length, limited only by the available disk space. The default is 30 minutes. (This overrides
the mailbox’s maximum message length setting. However, if a Record-A-Call message
exceeds the maximum message length, the mailbox will be considered full until that Record-A-
Call message is deleted.)
As with any other conference call, any inside party involved in a Record-A-Call conference
can use the Hold, Transfer, Agent Help, or other features. However, if any inside party has
Page 207
Record-A-Call
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
enhanced speakerphone enabled, the enhanced mode will be disabled when the conference
begins and must be re-enabled if desired.
Record-A-Call is not supported on IP or SIP devices on P2P calls. For details,
NOTE
To use Record-A-Call with an Inter-Tel endpoint:
1.
Press the Special button and dial the Record-A-Call feature code (385) or press the
RECORD-A-CALL menu button. The display shows REQUESTING RECORD-A-
CALL.
2.
If required or allowed, enter the desired mailbox number. The display shows ENTER
MAILBOX NUMBER. (If you do not enter a mailbox number, and you have a default
Record-A-Call mailbox, the system will automatically select your default mailbox. If
you do not have a default mailbox, the feature will time out or can be canceled by
#
pressing
or ACCEPT.)
3.
4.
You hear a confirmation tone when the Record-A-Call feature is activated. The display
shows RECORD-A-CALL IN PROGRESS.
To turn off Record-A-Call, repeat step 1 or end the call. The display shows RECORD-
A-CALL TERMINATED.
To use Record-A-Call with a single line endpoint:
1.
2.
During a call, hookflash and dial the Record-A-Call feature code (385).
If required or allowed, enter the desired mailbox number. The display shows ENTER
MAILBOX NUMBER. (If you do not enter a mailbox number, and you have a default
Record-A-Call mailbox, the system will automatically select your default mailbox. If
you do not have a default mailbox, the feature will time out or can be canceled by
#
pressing
or ACCEPT.)
3.
4.
You hear a confirmation tone when the Record-A-Call feature is activated. The display
shows RECORD-A-CALL IN PROGRESS.
To turn off Record-A-Call, repeat step 1 or end the call. The display shows RECORD-
A-CALL TERMINATED.
Agent Help
NOTE The Agent Help premium feature is required to use Agent Help.
The Agent Help feature allows a user to request help from a designated “Agent Help Exten-
sion” during a two- or three-party call. When the request-for-help call rings, the Agent Help
Extension can choose to join the call or reject the request. The Agent Help Extension can be a
supervisor or other endpoint, an extension list, or a hunt group.
In Database Programming, an endpoint has two entries that can affect how this feature oper-
ates.
•
The Agent Help Extension field determines the endpoint that is called when the Agent
Help feature code is entered at the endpoint. This field can be set to any valid extension
number for an endpoint, extension list, or hunt group, or it can be set to “None.”
Page 208
Agent Help
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
The User-Keyed Extension flag, if enabled, allows the user to select the endpoint that
will receive the Agent Help request, even if a default Agent Help Extension is pro-
grammed as described in the item above.
Table 26. Agent Help Extension and User-Keyed Extension Fields
AGENT HELP USER-KEYED
RESULT
EXTENSION
EXTENSION
Ext. number
Disabled
The Agent Help Extension is called when the fea-
ture code is entered.
Ext. number
Enabled
The user is prompted to enter the desired number
after the feature code is entered. If a number is
not entered before the dialing timer expires, the
programmed Agent Help Extension number is
dialed automatically.
None
None
Enabled
Disabled
The user is prompted to enter the desired number
after the feature code is entered.
The user hears reorder tone if the feature code is
entered.
When a user enters the Agent Help feature code, a private call is placed to the endpoint Agent
Help Extension. While the call is ringing at the supervisor’s extension, neither the requesting
user nor any other parties on the call can hear the private call ringing. If the supervisor answers
the call, the system creates a conference to include the supervisor in the requesting user’s origi-
nal call.
If the Agent Help Extension is an Inter-Tel endpoint, the microphone is muted, and the super-
MUTE
visor cannot be heard unless he or she presses the
button. If the Agent Help Extension
is a single line endpoint, the supervisor can be heard as soon as the conference is established.
In either case, the supervisor can hear all other parties on the call.
Agent Help is not supported on IP or SIP devices in P2P calls. For details, refer
NOTE
In a network setting, the Agent Help Extension does not need to reside on the same node as the
user requesting Agent Help.
The type of endpoint determines how the Agent Help Extension is alerted:
•
Display endpoints—If the Agent Help Extension is a display endpoint, the display
shows that the incoming private call is an Agent Help request and identifies the user-
name of the requesting station. The Agent Help Extension can choose to reject the call
by not answering it or by entering the Agent Help Reject feature code (376). The call
IC
IC
appears under the
button (or a Call button if there is no
button).
•
Non-Display endpoints and single line endpoints—The Agent Help Request private
call rings just as any private intercom call would; there is no way to distinguish it.
If the Agent Help Extension is an extension list or hunt group, the private call circulates as
usual until it is answered. If an Agent Help request is not answered before the Forward No
Answer timer expires, the request is considered rejected.
To signal to the other parties that the Agent Help Extension has joined the call, a system-wide
Agent Help Tone flag can be enabled during database programming. If the flag is disabled,
there will be no alerting tone. A timer, called the Agent Help Tone Interval timer, determines
how often this tone is generated. If the timer is set to 0, the tone is generated only when the
Agent Help Extension enters the call, a party is added to the call, or the call is placed on hold
and retrieved.
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Agent Help
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
If the Agent Help feature code is assigned to an Inter-Tel endpoint feature button with a lamp,
the lamp status shows the following:
•
•
•
The lamp flashes when the Agent Help Extension is being called.
The lamp goes off if the Agent Help request is rejected or the feature is terminated.
The lamp is lit solidly when the Agent Help Extension is in the conference.
When the requesting user hangs up, all parties are automatically disconnected. The Agent Help
Extension can leave the call at any time, without affecting the other parties, by hanging up. If
the other party (or parties) hangs up first, the requesting station and the Agent Help Extension
remain connected in an intercom call. The requesting station can cancel the request (or remove
the Agent Help Extension from the call) by re-entering the Agent Help feature code, thereby
terminating the feature.
If necessary, the requesting endpoint in an Agent Help call can use the Hold, Transfer, Record-
A-Call, or other features during the call, while the Agent Help Extension is connected. How-
ever, if any inside party has enhanced speakerphones enabled, the enhanced mode will be dis-
abled when the Agent Help conference begins and must be re-enabled if still desired.
The Agent Help feature will not function in the following cases:
•
If the feature is not enabled in Premium Features, any user attempting to enter the
Agent Help feature code will hear reorder tones and, if at a display endpoint, see a
RESERVED FEATURE display.
•
The Agent Help Extension cannot be in Do-Not-Disturb mode or have call forwarding
enabled. If so, the requesting user will hear reorder tones after entering the Agent Help
feature code or entering the desired extension number. The Agent Help request will not
follow the forward or any programmed system forwarding.
•
•
If the user who enters the Agent Help feature code is on a four-party conference call,
the system will send reorder tones to signal that the Agent Help Extension cannot be
added. There can be a maximum of four parties in a conference; attempting to add the
Agent Help Extension would exceed the maximum.
If there are no conference circuits available when the user enters the Agent Help feature
code, the user will hear reorder tones and must try again later when circuits are avail-
able.
If the call is being monitored by a hunt group supervisor, the monitoring feature is terminated
when the Agent Help Extension joins the call; an Agent Help conference call cannot be moni-
tored.
•
To use the Agent Help feature with an Inter-Tel endpoint:
While on a call, press the Special button and then enter the Agent Help feature code
(375). Users of Executive and Professional Display phones and Model 8560 phones
can press the AGENT HELP menu button.
a. If you hear reorder tone, the Agent Help feature is not available at your station,
you already have four parties in your call, no conference circuit is currently avail-
able, or the Agent Help Extension is in Do-Not-Disturb.
b. Depending on programming, you may be prompted to enter an extension number.
If so, enter the extension number of the station you want to call for help. If you do
not enter a valid extension number, you hear reorder tones and must start over.
The display shows REQUESTING AGENT HELP.
c.
If the Agent Help Extension accepts the call, you will hear the Agent Help tone,
if enabled. Display endpoints show AGENT HELP IN PROGRESS. When the
Agent Help Extension hangs up, your display shows AGENT HELP TERMI-
NATED.
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Agent Help
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
d. If the Agent Help Extension rejects the call, you will hear a confirmation tone.
Display endpoints will show AGENT HELP REJECTED.
•
To use the Agent Help feature with a single line endpoint:
While on a call, hookflash and then enter the Agent Help feature code (375).
a. If you hear reorder tone, the Agent Help feature is not available at your endpoint,
you already have four parties in your call, no conference circuit is currently avail-
able, or the Agent Help Extension is in Do-Not-Disturb.
b. Depending on programming, you may be prompted to enter an extension number.
If so, enter the extension number of the endpoint you want to call for help. If you
do not enter a valid extension number, you hear reorder tones and must start over.
The display shows REQUESTING AGENT HELP.
c.
If the Agent Help Extension accepts the call, you will hear the Agent Help tone,
if enabled. Display endpoints show AGENT HELP IN PROGRESS. When the
Agent Help Extension hangs up, your display shows AGENT HELP TERMI-
NATED.
d. If the Agent Help Extension rejects the call, you will hear a confirmation tone.
Display endpoints will show AGENT HELP REJECTED.
To respond to an Agent Help request at a display endpoint:
When you receive a private call from an Agent Help request, you will see a display
that shows (name) REQUESTS HELP. You can do one of the following:
To accept the call: Answer as usual or press the ANSWER menu button. You hear
the Agent Help Tone, if enabled. Your display shows AGENT HELP IN
PROGRESS.
To reject the call: Enter the Agent Help Reject feature code (376) or press the
REJECT HELP menu button. You hear confirmation tone.
To place your endpoint in Do-Not-Disturb to block the call: Enter the Do-Not-
DND
Disturb feature code (370) or press the
menu button.
button or the IC CALL TO DND
System Forwarding
System forwarding is a standard feature that provides the ability to program the system so that
calls ringing at an endpoint will follow a database-programmed “forwarding path” that routes
the call based on the type of call and the status of the intended endpoint. (The Call Forwarding
endpoint feature can be used to override System Forwarding.) Several terms will be used to
describe this feature, including:
•
•
Principal Station: Original endpoint being called.
Forwarding Point: A destination (endpoint, hunt group, or off-node device) to which
the system-forwarded call is directed. Each forwarding path can contain up to four for-
warding points.
•
Forwarding Path: The sequence of forwarding points to which the call will be sent.
Forwarding paths are programmed in the database. Up to 200 unique paths can be pro-
grammed. Each endpoint can have up to three forwarding paths.
Two system timers are used with this feature:
•
System Forwarding Initiate: This timer determines how long a call will ring (unan-
swered) at the principal station before moving to the first forwarding point. The default
value is 15 seconds, and the range is 2–255 seconds.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
System Forwarding Advance: This timer determines how long the call will ring
(unanswered) before moving to the next forwarding point. The default value is 15 sec-
onds, and the range is 2-255 seconds.
For each forwarding path assigned to the endpoint, the system checks the following three crite-
ria to determine if and when a call should be forwarded:
•
Type of incoming call: The following six different types of calls can be programmed to
be sent to the forwarding path:
—
Outside calls received through a call routing table (including DID and E&M calls,
but not including DISA calls)
—
—
Ringing outside calls
Transferred outside calls (including Automated Attendant and Voice Mail trans-
fers)
—
—
—
Recalling outside calls
DISA calls (including DISA calls received through a call routing table)
Intercom calls
•
Endpoint status: The system recognizes four different types of endpoint status.
—
No Answer: If the call is not answered at the principal station before the System
Forwarding Initiate timer expires, the system sends the call to the forwarding path.
—
Busy: If the principal station is busy, the system immediately sends the call to the
forwarding path. Both “No Answer” and “Busy” can be selected together to form
a “Not Available” status.
—
—
Do-Not-Disturb: If the principal station is in Do-Not-Disturb, the system immedi-
ately sends the call to the forwarding path.
Immediate: The system immediately sends the call to the forwarding path. The
principal station user cannot answer an immediately forwarded call, but can
reverse transfer it from the forwarding point.
•
Day-mode/night-mode status: The system day/night mode is used to determine if a
forwarding path is taken. Either day mode, night mode, or both may be specified.
For an example, refer to the diagram below. In the example, the principal station user wants
direct ring-in or transferred calls to ring at his or her endpoint during day mode. The principal
station has a forwarding path with two forwarding points: a hunt group and Voice Mail. If the
principal does not answer the call, it follows the forwarding path to forwarding point #1, a hunt
group. If the hunt group does not answer the call, it would continue on the forwarding path and
go to the principal station Voice Mailbox (forwarding point #2).
If the principal station is an Inter-Tel end-
CALL RINGS IN TO PRINCIPAL STATION
point, the “ring principal once” option can
be set that will signal the principal station
when a call begins to follow the forward-
NO ANSWER
ing path. The signal to the principal station
CALL IS SENT TO FWD POINT #1 - HUNT GROUP
consists of a display (CALL SENT TO
FORWARD PATH) and a single burst of
ring tone. The call cannot be answered at
the principal station, but can be reverse
transferred from the system forward point.
CALL IS SENT TO FWD POINT #2 - VOICE MAIL
If a call rings in to multiple endpoints, and
one or more of those endpoints has system forwarding, the call will not follow any of the for-
warding paths. Agent Help requests will not follow any forwarding path.
If a principal station or a endpoint forwarding point is a member of a hunt group, calls placed
to the hunt group’s pilot number are unaffected by system forwarding. The hunt group calls
will be received at the endpoint as usual and will not enter the system forwarding path.
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System Forwarding
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
A call follows only the forwarding path of the principal, even if a forwarding point has a for-
warding path of its own. The call that originated at the principal station will follow only the
principal station’s forwarding path.
Individual Endpoint Forwarding Points
The ringing duration at each endpoint forwarding point is determined by the System Forward-
ing Advance timer (defaults to 15 seconds). If the endpoint forwarding point is busy, the call
will camp-on until the System Forwarding Advance timer expires and then it moves to the next
forwarding point.
If the endpoint forwarding point is in Do-Not-Disturb, the forwarding path will bypass that
endpoint and immediately send the call to the next forwarding point.
If a forwarding point is a voice processing system application, and the system is unable to
communicate with the voice processing system, the call will bypass the forwarding point.
An endpoint forwarding point can place calls or transfer calls to the principal.
Hunt Group Forwarding Points
If a forwarding point is a hunt group, a call following the forwarding path will be sent to the
announcement endpoint or overflow endpoint as usual; it will advance to the next forwarding
point if not answered before the System Forwarding Advance timer expires.
The call will ring at the hunt group until the System Forwarding Advance timer expires. It will
then move to the next forwarding point. The No Answer Advance timer determines how long
the call will ring at each hunt group endpoint, as usual.
If all endpoints in a hunt group forwarding point have Do-Not-Disturb or hunt group remove
enabled, the call will camp on until the System Forwarding Advance timer expires. The call
will then be sent to the next forwarding point.
Handsfree Announce System Forward Option
When a call is transferred to the principal station by another endpoint user and the principal
station's system forward is set for the “no answer” endpoint status, a system-wide option
determines what the caller hears, as shown in the table below.
Table 27. Handsfree Announce and System Forward Options
HANDSFREE
ANNOUNCE
SYSTEM
FORWARD
RESULT
OPTION
OPTION
Disabled
Intercom and/or
outside calls for-
warded
The intercom call from the transferring endpoint enters the
forwarding path after the System Forwarding Initiate timer
expires. The transferring user hears ringing and can
announce the call only if it is answered.
Enabled
Enabled
Outside calls for-
warded
The transferring user will place a handsfree call to the
principal station and can announce the transfer; the System
Forwarding Initiate timer does not start until the transfer is
completed.
Intercom calls for- The handsfree announce option is overridden and the
warded
intercom call from the transferring station enters the for-
warding path after the System Forwarding Initiate timer
expires. The transferring user hears ringing and can
announce the call only if it is answered.
Enabled or
Disabled
Calls forwarded to The transfer is completed when the transferring endpoint
Voice Mail
hangs up. The principal station's mailbox number is auto-
matically dialed.
Page 213
Individual Endpoint Forwarding Points
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Manual Call Forwarding and System Forwarding
If the principal station or a forwarding point has manual call forward enabled (using the
FWD
button or one of the Call Forwarding feature codes), the Call Forward feature overrides
System Forwarding.
Figure 14. System Forward and Manual Call Forward Example
PRINCIPAL STATION USING BOTH
SYSTEM AND MANUAL CALL FORWARD
Principal
Station
SYSTEM
FORWARD
1st System
2nd System
Forwarding Point
MANUAL
Forwarding Point
FORWARD
Unanswered calls
at the Principal
Station will be
sent here
Manual Forward
Destination
I
FORWARDING POINT USING
MANUAL CALL FORWARD
f a forwarding point has the Call For-
ward feature enabled, a system-for-
warded call will ring at the forward
destination until it is answered or the
System Forward Advance timer
expires; then the call moves on to the
next forwarding point.
System forwarded calls from
Principal Station will be sent
here if not answered at 1st
Forwarding Point
Principal
Station
1st System
Forwarding Point
SYSTEM
FORWARD
2nd System
Forwarding Point
MANUAL
FORWARD
Manual Forward
Destination
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®
If a station forwarding point is manu-
ally forwarded to Voice Mail, the call
will not follow the manual forward to
the voice processing system; it will
ring at the station forwarding point.
FORWARDING POINT
FORWARDED TO VOICE PROCESSING SYSTEM
System forwarded calls from
Principal Station will be sent
here if not answered at 1st
Forwarding Point
Principal
Station
1st System
Forwarding Point
SYSTEM
FORWARD
2nd System
Forwarding Point
MANUAL
FORWARD
Voice
Processing Unit
Manual Forward
Destination
If the principal station receives a
manually forwarded call (not a sys-
tem forward), that call will not fol-
low the principal station’s system
forwarding path.
PRINCIPAL STATION IS MANUAL
FORWARD DESTINATION
SYSTEM
FORWARD
MANUAL
FORWARD
Principal
Station
System
Forwarding Point
Manually forwarded calls will
stop here and will not be sent
to System Forwarding Point
If an infinite forward loop results
from the combination of manual for-
wards and system forwarding paths,
the endpoint that was originally
intended to receive the call will ring,
even if the endpoint is in Do-Not-
Disturb.
INFINITE LOOP CAUSED BY
SYSTEM AND MANUAL CALL FORWARD
Calls received by this station
will not follow the manual
forward if other two stations are
unavailable.
Manual
Forward
Manual
Forward
System
Forward
Page 215
System Forward and Manual Call Forward Example
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
System Forward Enable/Disable
The user can enter feature codes that disable or enable System Forward at that endpoint. This
flag does not affect the endpoint’s appearance on any other endpoint’s call forwarding path.
The flag only determines whether the endpoint will have its own calls System Forwarded.
To enable or disable system forwarding:
•
Inter-Tel endpoints: Enter the System Forward On (352), System Forward Off (353),
or System Forward On/Off (354) feature code. The display shows SYSTEM FOR-
WARD ON (or OFF). If disabled, the system ignores any System Forward paths pro-
grammed for this endpoint until System Forward is enabled.
•
Single line endpoints: Lift the handset and enter the System Forward On (352), System
Forward Off (353), or System Forward On/Off (354) feature code. If disabled, the sys-
tem ignores any System Forward paths programmed for this endpoint until System For-
ward is enabled.
Unanswered System Forward Calls
If a call that is following a System Forward path is not answered or all forwarding points are in
Do-Not-Disturb or busy, its final destination depends on the type of call, as shown in Table 28.
Table 28. Final Destinations for Types of Calls
TYPE OF
CALL
ALL FWD POINTS
BUSY OR DO-NOT-ANSWER
ALL FWD POINTS
IN DO-NOT-DISTURB
Intercom
Rings at the last forwarding point
until it is answered or the caller
hangs up.
Call never leaves the principal end-
point.
Call routing
Rings at last forwarding point until it Rings at the principal endpoint until it
ring-in (except is answered or caller hangs up.
DISA)
is answered or the caller hangs up.
Direct ring-in
Rings at last forwarding point until it Rings at the principal endpoint until it
is answered or caller hangs up.
is answered or the caller hangs up.
Transfer from Recalls the transferring endpoint's
If immediate forwarding is enabled,
rings the principal endpoint until the
applicable Transfer timer expires.
Then it recalls the transferring end-
point's transfer recall destination.
an endpoint,
Automated
Attendant, or
Voice Mail
transfer recall destination when the
System Forwarding Advance timer
expires at the last forwarding point.
If a conditional forwarding is enabled,
rings principal endpoint until the Sys-
tem Forward Initiate timer expires.
Then it recalls the transferring end-
point's transfer recall destination.
DISA (includ-
ing Call Rout- the Abandoned Call timer expires.
ing to DISA)
Rings at last forwarding point until
Rings at the principal endpoint until
the Abandoned Call timer expires.
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System Forward Enable/Disable
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Table 28. Final Destinations for Types of Calls(Continued)
TYPE OF
CALL
ALL FWD POINTS
BUSY OR DO-NOT-ANSWER
ALL FWD POINTS
IN DO-NOT-DISTURB
Recalls
Recalls the principal endpoint's
Attendant when the System For-
warding Advance timer expires at
the last forwarding point.
If immediate forwarding is enabled,
rings principal endpoint until the
Recall timer expires. Then it recalls
the principal endpoint's Attendant.
If the principal endpoint does not
have an Attendant, the call contin-
ues to ring at the last forwarding
If a conditional forwarding is enabled,
rings principal endpoint until the Sys-
tem Forward Initiate timer expires.
point until the Abandoned Call timer Then it recalls the principal end-
expires.
point's Attendant.
If the principal endpoint does not
have an Attendant, the call continues
to ring at the principal endpoint until
the Abandoned Call timer expires.
Call Forward
With Call Forward, a user can route incoming intercom and outside calls (including direct ring-
in calls) to another endpoint, to a hunt group, or to an outside phone number, if allowed by toll
and trunk restrictions. In a network setting, the network allows the user to forward calls to end-
The four forwarding options are:
•
•
Forward all calls: All incoming calls are immediately forwarded.
Forward if no answer: Incoming calls are forwarded if they are not answered before
the Forward No Answer timer expires.
•
•
Forward if busy: Incoming calls are immediately forwarded if the endpoint is busy.
Forward if no answer or busy: Incoming calls are forwarded immediately if the end-
point is busy or if calls are not answered before the Forward No Answer timer expires.
If forward all calls is enabled, display endpoints show the call forwarding status and destina-
tion until the request is canceled. If one of the conditional forwards is enabled (no answer,
busy, or no answer/busy), display endpoints show the forward status for five seconds and then
return to normal. If the endpoint receiving the forward is equipped with a display endpoint, it
shows EXT XXXX FWD FROM EXT XXXX for each forwarded call received.
Users can chain Forwards from endpoint to endpoint provided that the Forwards do not form a
logical loop and the chain does not include more than 10 endpoints. The conditional Forward
features (if busy, if no answer, if busy/no answer) may form a loop that the system cannot
detect until a call is placed to the forwarding endpoint. For example, if two users forward their
calls to each other using the Forward If Busy feature, the system accepts the requests. How-
ever, if a call rings in while both endpoints are busy, the forwards create an illegal loop. In this
case, the call camps on to the called endpoint and that endpoint’s display shows INVALID
FORWARD PATH.
If more than one endpoint has ring in for a trunk group, direct ring-in calls on that trunk group
will forward to extension numbers, but not outside numbers or Voice Mail ports. The display of
the endpoint receiving the forwarded call will show it as a forwarded call, and the Call button
or individual trunk button flashes to show ring in. The individual trunk button also flashes on
the endpoint that is being forwarded.
Calls cannot be forwarded to restricted outside phone numbers or to endpoints in Do-Not-Dis-
turb. If the endpoint that is programmed to receive your forwarded calls is later placed in Do-
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Call Forward
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Not-Disturb and you receive a call, you will momentarily see a display showing that the desti-
nation endpoint is in Do-Not-Disturb; the call will remain at your endpoint.
Direct ring-in calls that are forwarded to an endpoint in DND will ring the DND
endpoint in accordance with the rules of DND.
NOTE
If your endpoint is in Do-Not-Disturb and you have call forwarding programmed, the call is
still forwarded, unless you enabled Forward No Answer. With Forward No Answer, intercom
callers will see the programmed Do-Not-Disturb display, and the call will not be forwarded.
If calls are forwarded to a voice processing system application, and the system is unable to
communicate with the voice processing system PC, the call will not be forwarded. It will
remain at your endpoint.
Call Forward overrides System Call Forward at the principal endpoint.
If an endpoint is programmed for Forward No Answer or Forward No Answer/Busy and
receives a transferred call, the Forward No Answer timer is started when the intercom call
from the transferring endpoint begins ringing. The Forward No Answer timer is restarted if the
transferring endpoint completes the transfer before the timer expires (the transferred call will
then be forwarded when the timer expires).
Agent Help Request calls, queue callbacks, and recalls do not forward, except that a recall at
an Attendant’s endpoint will forward to another endpoint.
FWD Button
FWD
Some Inter-Tel endpoints use a combination of the default
key and forwarding menu
FWD
keys. When the default
key is pressed, the display shows a menu of call forwarding
options. The user must then select the desired option by pressing the corresponding key next to
FWD
the display. If the
key is programmed to use any other Forward feature code (355–358)
FWD
the forwarding options will not be displayed when the
endpoint will operate the same as any other Inter-Tel endpoint.
key is pressed; the Inter-Tel
FWD
Any Inter-Tel endpoint user can make any user-programmable button a
button that uses
gramming user-programmable buttons.
FWD
A user-programmed
button is lit only when the endpoint is programmed for the call
FWD
forwarding condition enabled by that button. For example, if a user-programmed
but-
ton is set to forward calls when the endpoint is busy, the button will be lit when the Forward If
Busy feature is enabled, but not if the Forward If No Answer feature is enabled.
FWD
FWD
If an Inter-Tel endpoint user has both a fixed
button and a user-programmable
button, the fixed button will always light when the endpoint is forwarded. However, the user-
FWD
programmable
button will be lit only when the forwarding option activated by that but-
ton has been selected. For example, if the user has the Forward All Calls feature programmed
under a user-programmable button, that button will light if either the fixed or programmable
FWD
button is used to select that feature. However, if the fixed button or a feature code is
used to set the Forward If Busy feature, only the fixed button will light.
Forward to an Outside Number
When programming an endpoint for call forward to an outside phone number, a trunk access
code is programmed before the phone number. If the endpoint is called while the selected trunk
group is busy, the call will not be forwarded. Calls will ring at the forwarded endpoint until the
call is answered or the caller hangs up. The forwarded endpoint’s display shows FORWARD
TO BUSY TRUNK.
The forwarded endpoint’s (not the intercom caller’s) trunk and toll restrictions are checked
when an intercom call is forwarded to an outside number.
Page 218
FWD Button
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When an outside call is forwarded to an outside number, the Unsupervised CO timer is acti-
vated. When the timer expires, the call recalls the Attendant. If the Attendant does not answer
the recall before the Abandoned Call timer expires, the call is disconnected.
Endpoints with Forced Local Toll Call and Forced Long-Distance Toll Call account codes can-
not forward calls to outside numbers.
If a trunk group is assigned direct ring in to multiple endpoints, and one of those endpoints is
forwarded to an outside number, incoming calls on that trunk group are not forwarded to the
outside number.
Depending on central office trunk quality, some reduction in voice volume may
NOTE
occur when an outside call is forwarded to an outside phone number.
Manual Forwarding to Public Network
If disabled, the endpoint flag called Manual Forwarding to Public Network prevents the end-
point from manually forwarding calls to the public network. This prevents users from calling in
to a local endpoint and reaching toll numbers by way of the Call Forward feature.
Forward to the Message Center
Endpoint users can forward calls to their message centers. Inter-Tel endpoint users can forward
FWD
MSG
calls to their designated message center by pressing the
button and then the
button or MESSAGE CENTER menu button. Single line users must use the Call Forward pro-
cedure and dial the extension number of the message center.
Forward to an Attendant
FWD
Endpoint users can forward calls to their Attendant by pressing the
button and then
0
0
, or by entering a Call Forwarding feature code and dialing
.
Forward to Voice Mail
If an endpoint is forwarded to Voice Mail or if the message center is a Voice Mail hunt group,
the user’s mailbox number is automatically dialed when the Voice Mail unit answers the for-
warded call.
If a chain of forwarded endpoints ends in Voice Mail, the mailbox number of the first endpoint
in the chain will be selected when the Voice Mail unit answers the call.
If a trunk group is assigned direct ring in to multiple endpoints, and one of those endpoints is
forwarded to a Voice Mail unit, incoming calls on that trunk group are not forwarded to the
Voice Mail unit.
How to Forward Calls to an Extension or Outside Number
Endpoint users can also forward calls using the Remote Programming feature described on
To forward calls:
1.
Executive Display, Professional Display, and Model 8560 Endpoints: Press the
FWD
button. The display shows SELECT TYPE OF FORWARD. Press the menu
button for the desired forwarding option (ALL, NO ANSWER, BUSY, or NO
ANSWER/BUSY). The display shows ENTER FORWARD DEST.
FWD
2.
Inter-Tel endpoints: While on- or off-hook, press the
button or enter one of the
following feature codes. (Display endpoints show ENTER FORWARD DEST.)
•
Call Forward All Calls (355)
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Manual Forwarding to Public Network
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®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
•
Call Forward If No Answer (356)
Call Forward If Busy (357)
Call Forward If No Answer Or Busy (358)
Single line endpoints: Lift the handset and enter one of the feature codes listed above.
If forwarding to an extension number or pilot number, do one of the following:
3.
•
•
•
•
Press a Mini-DSS button.
Dial the extension number or pilot number to receive the calls.
Dial 0 to forward to your Attendant.
MSG
(Inter-Tel endpoint users only) Press the
button or MESSAGE CENTER
menu button to forward calls to your message center (Executive Display, Profes-
sional Display, and Model 8560 endpoint users only) Press the VOICE MAIL
button to forward to your mailbox.(Executive Display, Professional Display, and
Model 8560 endpoint users only) Press the IC DIRECTORY menu button to look
up and select a number..
If you dialed an invalid extension number, your display shows FOR-
WARD TO INVALID NUMBER, you hear reorder tones, and must try
NOTE again. If you dialed an endpoint that is in Do-Not-Disturb, the display
shows DESTINATION IN DND, you hear reorder tones, and you
must enter a new destination.
If forwarding to an outside phone number, do one of the following:
•
Dial a trunk access code (8 or 92001–92208). The display shows ENTER PHONE
#. Dial the desired phone number.
OUTGOING
•
(Inter-Tel endpoint users only) Press a trunk access button (
, ARS,
trunk group button, or trunk button). The display shows ENTER PHONE #. Dial
the desired phone number. (Executive Display, Professional Display, and Model
8560 endpoint users only) Press the OUTSIDE PHONE menu button. The dis-
play shows ENTER PHONE #. Dial, speed dial, or redial the desired phone num-
ber or press the OUTSIDE DIR menu button to look up and select a number..
If the Forward destination is invalid because of toll restriction, ARS-
Only restriction, no outgoing access for the trunk, no ARS or ARS
NOTE route group for the dialed number, or an invalid dialed number, you
hear reorder tones and must enter a new destination. The display
explains why the call was denied.
FWD
4.
Inter-Tel endpoints: If off-hook, hang up. You hear a progress tone, and the
button is lit. The display shows FWD (condition) TO XXXX. If you attempted to for-
ward calls to a endpoint that is unconditionally forwarded to your endpoint or if the for-
warding path already has 10 endpoints, your display shows INVALID FORWARD
PATH, you hear reorder tones, and you must enter a new destination.
Single line endpoints: Hang up.
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How to Forward Calls to an Extension or Outside Number
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To cancel any call forward request:
FWD
•
•
•
Executive Display, Professional Display, and Model 8560 phones: Press the
button and then press the FWD OFF menu button. You hear a progress tone and the
FWD
button is unlit. The display shows ANY CALL FORWARD CANCELED.
FWD
Inter-Tel endpoints: Press the lit
button (the Speaker button lights) then press
the Speaker button (both buttons go off). You hear a progress tone. Display endpoints
show ANY CALL FORWARD CANCELED.
Single line endpoints: Lift the handset, enter any Call Forwarding feature code (355-
358), and hang up.
Speed Dial
The following three system features provide Speed Dial:
•
System Speed Dial: Up to 1000 System Speed Dial numbers can be stored in the sys-
tem. Each System Speed Dial number can contain up to 48 digits.
•
Station Speed Dial: Each endpoint user can program up to ten 16-digit Station Speed
Dial numbers. Display phone users can program a 16-character name for each Station
Speed Dial number.
•
System Directory (Intercom and Outside): The intercom directory enables display
endpoint users to “look up” intercom extension numbers and usernames. The outside
directory enables display endpoint users to “look up” System Speed Dial numbers and
associated names.
System Speed Dial
Speed Dial allows phone users to dial stored phone numbers quickly. Up to 1000 System
Speed Dial numbers containing 48 digits each, can be stored with identifying names in system
Each node in a network has its own System Speed Dial numbers. System Speed Dial numbers
can be used only on the node where they are programmed.
To keep System Speed Dial numbers confidential, some or all can be programmed as non-dis-
play numbers. Non-display numbers can be used by any endpoint user, but are displayed only
on the programming station’s endpoint. Nondisplay numbers cannot be redialed or saved as
Station Speed Dial numbers at a display endpoint. Nondisplay numbers will appear in the
SMDR record.
System Station Speed Dial names can be programmed by an Administrator using English/
Spanish or Japanese characters, or a combination. The programmed language for the endpoint
does not affect the characters that can be viewed. That is, no matter what language the endpoint
uses or which characters are in the name, the endpoint user will be able to see the Station
Speed Dial names exactly the way they were programmed. In lists, such as Station Speed Dial
directories, the English/Spanish characters are alphabetized before the Japanese characters Jap-
anese names will be at the end of the list.
System Speed Dial numbers are subject to toll restriction unless a system-wide option has been
enabled that allows any endpoint to dial any System Speed Dial number regardless of toll
restriction.
The System Speed Dial numbers are stored using location codes (000–999). When dialed, the
numbers appear on a display endpoint unless they have been programmed as non-display num-
bers. Display endpoint users can also view System Speed Dial numbers and names without
dialing; however, with non-display numbers, only the name is displayed.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
System Speed Dial codes 000–999 can be stored in user-programmable endpoint buttons by
Speed Dial numbers.
The System Speed Dial numbers and names are stored in battery-backed RAM and will not be
erased in the event of a power failure.
The System Speed Dial numbers and names are programmed by the installer or at any Admin-
Viewing System Speed Dial Numbers
To view System Speed Dial numbers and names:.
MUTE
NOTE
If you make a mistake, use the
button to backspace.
SYS SPDL
1.
While on-hook, press
or enter the System Speed Dial feature code (381). The
display shows REVIEW SYS SPEED # (000–999).
2.
3.
Enter the desired location code (000–999) or press the SEARCH menu button. The dis-
play shows the programmed name and number.
If desired, scroll forward through the Speed Dial locations in alphabetical order by
pressing the high end of the Volume button or the NEXT button, or scroll backward by
pressing the low end of the Volume button or the PREVIOUS button.
4.
5.
Repeat steps 2 and 3 for each Speed Dial location to be viewed. Or, press
CEL to terminate this feature.
or CAN-
#
To automatically select a trunk and dial the displayed number, press
.
Dialing System Speed Dial Numbers
To dial System Speed Dial numbers at an Inter-Tel endpoint:
1.
2.
If desired, lift the handset and select an outgoing trunk. (You may skip this step.)
SYS SPDL
Press
or enter the System Speed Dial feature code (381). The display shows
REVIEW SYS SPEED # (000–999). Non-display endpoint users hear a confirmation
tone.
3.
Enter the location code (000–999) for the desired number. If you have not selected a
#
trunk, press
or the ACCEPT menu button to accept the number and automatically
select a trunk. Or, press the ARS button, a trunk button, a trunk group button, or the
OUTGOING
button to select a trunk. The number is automatically dialed. Display end-
points show the number dialed unless it is a non-display number. If you hear reorder
tones, your endpoint is restricted from dialing the selected number. If the display shows
INVALID BIN NUMBER, you entered an invalid Speed Dial location code.
To dial System Speed Dial numbers at a single line endpoint:
1.
2.
Lift the handset and select an outgoing trunk.
Hookflash and enter the System Speed Dial feature code (381). You hear a confirmation
tone.
3.
Enter the location code (000–999) for the desired number. The number is automatically
dialed. If you hear reorder tones, your endpoint is restricted from dialing the selected
number.
Page 222
Viewing System Speed Dial Numbers
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Station Speed Dial
Each endpoint user can program up to ten 16-digit Station Speed Dial numbers. Single line
endpoints use Speed Dial location codes (0–9). Inter-Tel endpoints use Speed Dial buttons, if
programmed in the Inter-Tel endpoint keymap, or location codes 0–9. Together, the lamps in
the Inter-Tel Station Speed Dial buttons create a busy lamp field that indicates the status of the
endpoints programmed under the buttons, as summarized in Table 13, “Flashing Light Indica-
phone numbers, feature codes, extension numbers, or hunt group pilot numbers.
Station Speed Dial codes can be stored in user-programmable buttons to create Speed Dial but-
tons.
Programming Station Speed Dial Numbers and Names
When entering the outside phone numbers, use one of the following methods:
•
•
Use the dialpad to manually dial the number.
REDIAL
On an Inter-Tel endpoint, press the
button to enter the last number (up to the
button and enter the System Speed Dial
first 16 digits) dialed or saved at the endpoint.
SYS SPDL
•
On an Inter-Tel endpoint, press the
location code (000–999) to store one of the System Speed Dial numbers in a Station
Speed Dial location. If the number is over 16 digits, only the first 16 digits are stored.
Non-display System Speed Dial numbers cannot be stored in Station Speed Dial loca-
tions.
If desired, outside phone numbers can be preceded with a trunk access code to allow one-but-
ton dialing of outside phone numbers. For example, a button programmed with “89619000”
would select a trunk using the Outgoing Calls feature code (8) then dial 961-9000.
An endpoint extension number can be preceded with a pound (#) to always speed dial private
intercom calls to the endpoint. Or, a “4” may be entered before an endpoint extension number
or hunt group pilot number to reverse transfer (pick up) calls from that endpoint or hunt group.
If either of these options is used, normal handsfree intercom calls cannot be placed using that
Station Speed Dial location or Speed Dial button and the Speed Dial button will not show the
endpoint’s status.
An outside phone number can be preceded by a trunk access code for easier trunk selection and
number dialing. Endpoint users can also program pauses and/or hookflashes (recalls in Europe)
into the stored outside phone numbers. For example, the number can contain a specialized
common carrier (SCC) local number, a pause, and an access code. When programming Speed
Dial numbers, each hookflash and each pause is considered one digit. The durations of the
hookflash and the pause are determined by the programmable CO Hookflash and Pause Dial-
ing Digit Length timers.
Display endpoint users can program an associated name for each Station Speed Dial number.
Speed Dial names can contain up to 16 characters. To program Speed Dial names, dialpad but-
tons are used to enter the desired letters, numbers, and punctuation in English, Spanish and/or
Japanese (Katakana). Only digital display phones can display Japanese characters. When pro-
MSG
gramming Speed Dial names, you can press the
button or USE ALPHA MODE/USE
NUMERIC MODE menu button to switch back and forth between alphanumeric and numeric
mode.
#
•
•
In numeric mode, the dialpad buttons are used to enter numbers 0–9, the pound (
)
button is used for entering a hyphen (-), and the asterisk ( ) button is used for entering
a colon (:). For example, 1 00 would enter “1:00” in numeric mode.
In alphanumeric mode, dialpad buttons are used to enter the desired letters, numbers,
and punctuation. The number of times a button is pressed determines which character is
entered. For example, 533266 would enter “JEAN.” When adjoining characters are
Page 223
Station Speed Dial
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
FWD
located under the same button, press the
button to advance to the next character.
FWD
For example, 66
6667776 would enter “NORM.” Refer to the chart on the next
page to program information in alphanumeric mode. (Note that letters correspond to the
letters printed on the dialpad buttons.)
To program Station Speed Dial numbers at a display phone:.
If you make a mistake, press
or CANCEL; then start over. The number in
NOTE
MUTE
memory remains unchanged. Or, use the
button to backspace.
1.
While on-hook, enter the Program Station Speed Dial feature code (383). The display
shows PROGRAM STN SPD (0–9) OR SCROLL. Do one of the following:
•
•
•
Use a Speed Dial button: Press the Speed Dial button to be programmed.
Use a location code: Dial the desired Speed Dial location code (0–9).
Scroll through the displayed numbers: Scroll to the desired number by pressing
the Volume, NEXT, or PREVIOUS button.
•
Use the Executive or Professional Display the Model 8560 phone menu: Use
the menu buttons to select a Speed Dial location.
2.
When the display shows ENTER NAME do one of the following:
•
To change or program the name: Enter the desired name for the Speed Dial
number using your dialpad as described on “Programming in Alphanumeric
#
Mode.’’ on page 237. Refer to the chart on the following page. Then press
or
MUTE
ACCEPT. If you make a mistake, use the
button to back up and erase
existing characters or the CLEAR button to erase the whole entry.
MUTE
•
•
To erase the current name and leave it blank: Press CLEAR or press
#
repeatedly until the name is erased. Then press
or ACCEPT.
#
To leave the name the same: Press
or ACCEPT.
3.
When the display shows ENTER NUMBER do one of the following:
•
To enter or change a number: Dial the extension number or phone number (up
to 16 digits, including pauses and hookflashes) to be stored. To include *, #, a
hookflash, or a pause in the number, press the Special button once for an asterisk
(*), twice for a pound (#), three times for a hookflash, or four times for a pause.
FWD
You can enter more than one *, #, or hookflash in a row by pressing the
button to move to the next character (not necessary after pauses). If you make a
MUTE
mistake, press
to back up and erase, or press
or CANCEL to leave the
number unchanged; then start over at step 1.
MUTE
•
To erase an existing number and leave it blank: Press
until the number
is erased.
#
4.
Press
to exit. Repeat these steps for each additional number to be stored.
Page 224
Programming Station Speed Dial Numbers and Names
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 29. Programming Station Speed Dial Numbers Using the Dialpad.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
KATAKANA CHARACTERS*
ENGLISH/SPANISH CHARACTERS
1
2
3
4
5
6
7
8
9
0
-
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
’
1
2
3
4
5
6
7
8
9
0
A
I
U
KU
SU
TSU
NU
FU
MU
YO
RU
N
E
O
KO
SO
TO
NO
HO
MO
,
a
i
A
KA
SA
TA
KI
KE
SE
TE
NE
HE
ME
.
D
G
J
!
SHI
CHI
NI
u
*
e
L
O
R
V
Y
.
#
Ñ
S
?
Z
,
NA
HA
MA
YA
RA
WA
o
M
P
HI
tsu
ya
yu
yo
long
MI
T
YU
RI
W
@
RE
pa
RO
ba
WO
*The Japanese characters are only available if the Multilingual feature is enabled and Japanese
is installed as the secondary language.
To program Station Speed Dial numbers at a nondisplay endpoint:.
If you make a mistake, press
or CANCEL; then start over. The number in
NOTE
MUTE
memory remains unchanged. Or, use the
button to backspace.
1.
2.
While on-hook, enter the Program Station Speed Dial feature code (383).
Press the Speed Dial button to be programmed or dial the Speed Dial location code (0–
9). If you hear reorder tones, you entered an invalid speed dial location code; try again.
3.
Do one of the following:
•
To enter or change a number: Dial the extension number or phone number (up
to 16 digits, including pauses and hookflashes) to be stored. To include *, #, a
hookflash, or a pause in the number, press the Special button once for an asterisk
(*), twice for a pound (#), three times for a hookflash, or four times for a pause.
FWD
You can enter more than one *, #, or hookflash in a row by pressing the
button to move to the next character (not necessary after pauses). If you make a
MUTE
mistake, press
to back up and erase, or press
or CANCEL to leave the
number unchanged; then start over at step 1.
MUTE
•
To erase an existing number and leave it blank: press
until the number
is erased.
#
4.
Press
to exit. Repeat these steps for each additional number to be stored.
Page 225
Programming Station Speed Dial Numbers and Names
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To program Station Speed Dial numbers at a single line endpoint:.
If you make a mistake, press
remains unchanged.
; then start over. The number in memory
NOTE
1.
2.
3.
Lift the handset and enter the Program Station Speed Dial feature code (383). You hear
a confirmation tone.
Dial the Speed Dial location code (0–9). If you hear reorder tones, you entered an
invalid speed dial location code; try again.
Do one of the following:
•
To enter or change a number: Dial the extension number or phone number (up
to 16 digits, including pauses and hookflashes) to be stored. To include *, #, a
hookflash, or a pause in the number, hookflash once for an asterisk (*), twice for a
pound (#), three times for a hookflash, or four times for a pause. If you make a
mistake, press
to leave the number unchanged; then start over at step 1.
•
To erase an existing number and leave it blank: Overwrite the existing number
by entering only a hookflash as the new number.
4.
Hang up to exit. Repeat these steps for each additional number to be stored.
Viewing Station Speed Dial Numbers
To view the contents of a Speed Dial button (on a display endpoint):
1.
While on-hook, enter the Review Keys feature code (396). The display shows PRESS
THE KEY TO REVIEW. Press the desired Speed Dial button. The display shows the
currently stored number and name.
#
2.
After viewing the number, press the Speaker button,
display to return to date and time.
, or
to exit, or wait for the
To view the stored numbers and names (on a display endpoint):
1.
While on-hook, enter the Program Station Speed Dial feature code (383). The display
shows PROGRAM STN SPD # (0–9) OR SCROLL. Do one of the following:
•
Use a location code: Dial the desired Speed Dial location code (0–9). When the
#
name is displayed, press
or ACCEPT to view the number.
•
Scroll through the displayed numbers: Scroll to the desired number by pressing
the Volume, NEXT, or PREVIOUS button. The name and number are displayed for
each location.
•
Use the Executive or Professional Display or the Model 8560 phone menu:
Use the menu buttons to select the desired Speed Dial location. When the name is
#
displayed, press
or ACCEPT to view the number.
#
2.
After viewing the number, press the Speaker button,
display to return to date and time.
, or
to exit, or wait for the
Dialing Station Speed Dial Numbers
To dial a Station Speed Dial number at a single line endpoint:
1.
2.
Lift the handset. (Inter-Tel endpoints can remain on-hook.)
If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom
call or if the outside number contains a trunk access code, skip this step.
3.
Hookflash and enter the Station Speed Dial feature code (382). You hear a confirmation
tone. Then dial the location code (0–9). The number is dialed.
Page 226
Viewing Station Speed Dial Numbers
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To dial a Station Speed Dial number at a non-display endpoint:
1.
2.
Lift the handset or remain on-hook.
If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom
call or if the outside number contains a trunk access code, skip this step.
3.
Inter-Tel endpoint with a Speed Dial button: Press the Speed Dial button of the
desired number. The number is dialed.
Inter-Tel endpoint without a Speed Dial button: Enter the Station Speed Dial feature
code (382). You hear a confirmation tone. Then enter the location code (0–9). The
number is dialed.
To dial a Station Speed Dial number at a display endpoint:
1.
2.
Lift the handset or remain on-hook.
If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom
call or if the outside number contains a trunk access code, skip this step.
3.
Inter-Tel endpoint with a Speed Dial button: Press the Speed Dial button of the
desired number. The number is dialed. Display endpoints show the number.
Inter-Tel endpoint without a Speed Dial button: Enter the Station Speed Dial feature
code (382). Then do one of the following to dial the number:
•
•
Use a location code: Dial the desired Speed Dial location code (0–9).
Scroll through the displayed numbers: Scroll to the desired number by pressing
the Volume, NEXT, or PREVIOUS button.
•
Use the Executive or Professional Display or the Model 8560 phone menu: Use
the menu buttons to select the desired Speed Dial location.
Intercom, Speed Dial, and Feature Code Directories
NOTE Single line phones do not support the Directory feature.
The Directory feature enables display endpoint users to “look up” intercom extension numbers
and usernames, System Speed Dial numbers and names, or system feature codes. Once the
desired information has been displayed, the user may automatically dial the number, store the
number in a Station Speed Dial location, select a different number/name, terminate the direc-
tory routine, or switch to the other directory. A directory search can be performed when a call
is waiting on conference or transfer hold at the station.
In a network setting, a user can see intercom directory names and extension numbers for all
devices that are programmed as “off-node devices” on the local node. Devices that are repre-
sented by wildcard off-node extensions will not show up in the intercom directory.
To use the directory, the user enters a letter, a string of letters, a valid extension number, or a
valid feature code. If searching for a name, the full name need not be entered. The system will
find the closest match and show the number and its associated name on the endpoint display.
Or, the user can scroll alphabetically through the stored list of names. (It is not possible to
scroll through the extension numbers or feature codes numerically; extensions and features
scroll alphabetically.)
Directory names can include English/Spanish or Japanese characters, or a combination. In the
directories, English/Spanish characters are alphabetized before the Japanese characters. There-
fore, Japanese names will be at the end of the list.
When using Japanese as the Primary or Secondary language, you can only
NOTE search for last names in IC and CO directories. You cannot search based on the
first name.
Page 227
Intercom, Speed Dial, and Feature Code Directories
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Keypad buttons are used to enter the desired English and or Spanish or Japanese (Katakana)
letters, numbers, and punctuation. Refer to the chart on the next page. Only digital display end-
points can be used for viewing Japanese prompts. The station user can switch between numeric
MSG
and alphanumeric modes. (Numeric mode =
button unlit; alphanumeric mode =
MSG
button lit.) In alphanumeric mode, the number of times a button is pressed determines
which character is entered. For example, 77776444844 would enter “SMITH.” When adjoining
FWD
characters are located under the same button, press the
button once to advance to the
FWD
next character. For example, 5666
66337777 would enter “JONES.” The letters corre-
spond to the letters printed on the dialpad buttons.
The Message Lamp on Model 8500, 8520, and 8560 phones occupies the upper
NOTE right-hand corner of the endpoint. If programmed for the Message feature, the
lamp lights in alphanumeric mode.
The intercom directory is automatically updated whenever usernames and/or extension number
information is reprogrammed. The outside directory is updated whenever a System Speed Dial
number or name is reprogrammed.
Only Administrator phones can view administrator feature codes using the directory. If the
Diagnostics Mode feature is enabled, the diagnostic feature codes can also be viewed.
Use the following table as a guide for your entries using the keypad buttons.
Table 30. Using the Dialpad to Locate Extension Numbers in the System Directory.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
KATAKANA CHARACTERS*
ENGLISH/SPANISH CHARACTERS
1
2
3
4
5
6
7
8
9
0
-
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
’
1
2
3
4
5
6
7
8
9
0
A
I
U
KU
SU
TSU
NU
FU
MU
YO
RU
N
E
O
KO
SO
TO
NO
HO
MO
,
a
i
A
KA
SA
TA
KI
KE
SE
TE
NE
HE
ME
.
D
G
J
!
SHI
CHI
NI
u
*
e
L
O
R
V
Y
.
#
Ñ
S
?
Z
,
NA
HA
MA
YA
RA
WA
o
M
P
HI
tsu
ya
yu
yo
long
MI
T
YU
RI
W
@
RE
pa
RO
ba
WO
*The Japanese characters are only available if the Multilingual feature is enabled and Japanese
is installed as the secondary language.
Page 228
Intercom, Speed Dial, and Feature Code Directories
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To perform a directory search:
MSG
1.
While on- or off-hook, enter the Directory feature code (307). The
button lights
(and the Speaker button lights if on-hook) and the display shows DIR TYPE: (IC=1
OUT=2 FEAT=3).
2.
Press one of the following:
1
•
•
•
For Intercom Directory: Press
or the IC DIRECTORY menu button to select
the intercom directory. The display shows INTERCOM NAME.
2
For Outside Directory: Press
or the OUTSIDE DIR menu button to select the
outside number directory. The display shows OUTSIDE NAME.
3
For Feature Directory: Press
or the FEATURE DIR menu button to select the
feature code directory. The display shows FEATURE NAME.
3.
Enter alpha and/or numeric characters for the number, code, or user/feature name (up to
10 characters for intercom directory, 16 for outside or feature directory). If searching
for a name, the whole name does not have to be entered. You may switch between
MSG
modes by pressing the
button or the USE NUMERIC MODE/USE ALPHA
MODE menu button. If necessary, press
to cancel the search.
MSG
a. In numeric mode (
button unlit): Press the dialpad buttons to enter a valid
MUTE
feature, extension, or Speed Dial location number. Press
to backspace, if
MSG
necessary. Press the SEARCH menu button, or press
to change to alphanu-
#
meric mode and then press
to begin the search.
MSG
b. In alphanumeric mode (
button lit): Press the dialpad buttons to enter the
FWD
desired characters. Refer to the chart above. Press
once to advance or
MUTE
#
twice to leave a space. Press
to backspace. Press
or the SEARCH menu
button to begin the search. The closest match will be displayed. Executive Dis-
play, Professional Display, and Model 8560 endpoint users can return to the initial
entry by pressing the START OVER menu button.
4.
5.
If desired, press the high end of the Volume button or the NEXT button to scroll forward
alphabetically through the directory or press the low end of the Volume button or the
PREVIOUS button to scroll backward.
Do one of the following:
•
•
To store the selected number in a Station Speed Dial location: Press the desired
Speed Dial button. You hear confirmation tone when the number is accepted.
#
IC
IC
To automatically dial a displayed extension number: Press , the
but-
but-
ton, or the ACCEPT button. (If an intercom call is camped on and the
IC
ton is lit, pressing the
Directory feature.)
button answers the waiting call and terminates the
#
•
To dial a displayed outside number: Press
, the CALL menu button, or a Call
button. The system automatically dials the number using your programmed outgo-
ing access code.
#
•
•
To dial a displayed feature code: Press
automatically dials the feature code.
or the ACCEPT button. The system
To search for another name or number: Repeat the procedure starting at step 3.
Page 229
Intercom, Speed Dial, and Feature Code Directories
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System Features
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
House Phone
This feature provides users with the ability to place a predesignated intercom or outside call
simply by lifting the handset (or pressing the Speaker button, if using an Inter-Tel endpoint) on
a designated House Phone. In a network, the House Phone can be programmed to dial an off-
node device. Several applications for this feature include:
•
Courtesy paging endpoint: Visitors hear pages instructing them to pick up the house
phone (such as the paging endpoints used in airport terminals). When they lift the hand-
set, they are connected to a pre-programmed station user who can give them a message
or connect them to a call.
•
•
Emergency endpoint: The House Phone can be programmed to automatically dial the
Emergency Call feature code. Using the House Phone for this purpose could save time
in an emergency.
Service endpoint: Customers can use the House Phone(s) to place orders or receive
special services from the lobby. For example, the House Phone would automatically
dial the extension number of a service representative (or hunt group number of the ser-
vice department).
•
Intercom network: House Phones could be placed in specific locations throughout a
building (such as examination rooms in a doctor’s office) and could be programmed to
call a specific endpoint or group of endpoints (such as nurses’ stations).
Any endpoint may be designated as a House Phone in Database Programming. However, this
feature is usually assigned to single line endpoints. The primary Attendant should not be desig-
nated as a House Phone.
The number dialed by the House Phone is determined by the station’s Speed Dial program-
ming. The number programmed through the database or in Station Speed Dial location 0 is
automatically dialed during day mode, and the number in location 1 is dialed during night
mode. This number can be either an extension number or an outside phone number. If it is an
outside number, it must be preceded with a trunk access code (and a pause if necessary).
Once the House Phone status has been programmed, the Speed Dial number can only be
changed while on-hook (if it is an Inter-Tel endpoint) or through individual endpoint informa-
tion (special purpose endpoint) programming because lifting the handset will cause the end-
point to dial the designated number.
Incoming calls take precedence over outgoing calls. If using a single line endpoint or an Inter-
automatically answered when the handset is lifted or the Speaker button is pressed.
The “House Phone Mode” flag determines whether a single line House Phone returns dial tone
or does not return dial tone after the called party disconnects. At the System level of program-
ming, all House Phones may be set in either Normal mode or Restricted mode. At the individ-
ual Endpoint level of programming, a House Phone must be programmed to dial specific digits
as soon as the handset is taken off-hook. The programmed digits may ring a specific endpoint
or a Hunt Group that rings multiple endpoints.
Normal mode allows the user to enter a feature code or place a call after the automatically
called number hangs up. Restricted mode prevents the user from performing any operation
other than placing a House Phone call. The System default state is Normal.
Page 230
House Phone
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The interaction of the House Phone Mode flag with the programmed Speed Dial number and
Table 31. House Phone Mode Interactions
DAY/NIGHT
SITUATION
NORMAL MODE
RESTRICTED MODE
NUMBER
House phone user
lifts the handset
Complete exten- Dials the extension
Dials the extension num-
ber
sion
number
House phone user
lifts the handset
Blank
User receives intercom User receives reorder
dial tone
tone
House phone user
lifts the handset
Incomplete
extension num-
ber
System dials the par-
tial number and waits
for further digits
System dials partial num-
ber, then times out after
Long Interdigit timer
expires, and sends reor-
der tones
House phone is con- Dials an outside
System inserts a hook- System restarts ARS by
nected to ARS, and
the user performs a
hookflash
number using
ARS
flash in the number
and registers end-of-
dialing
clearing the number and
returns outside dial tone
to the user
House phone is con- N/A
nected to an outside
call, and the user
The call is placed on
consultation hold, and
the user hears inter-
com dial tone
The trunk dials a hook-
flash, and toll restriction
is restarted
performs a hookflash
Party the house
phone is connected
to hangs up before
the house phone
user
N/A
User receives intercom System redials the house
dial tone and can use
another feature code
or dial a number
phone digits after the SL
Wait for Disconnect timer
expires
Redial
The Redial feature can store one phone number in Redial memory of the endpoint. If the end-
point user reaches a busy number, is disconnected, or receives no answer, the number can be
REDIAL
readily redialed. To redial, the user lifts the handset and presses the
button or enters the
Redial feature code (380). A trunk access code is automatically entered and the phone number
is redialed.
If redialing is activated while still connected to an outside call, the connection is dropped and
the trunk is reseized before the number is dialed.
Only one phone number can be stored in an endpoint’s Redial memory at a time. This number
can be stored in either of the following ways, depending on endpoint programming:
•
Last Number Saved: The desired number is manually stored in Redial memory by the
station user. Dialing other numbers does not change the stored number. It only changes
when a new number is stored.
•
Last Number Dialed: The last number manually dialed or speed dialed is automati-
cally stored. It changes every time the user dials a phone number. Last Number Dialed
is the default state of the Redial feature.
The Last Number Saved and Last Number Dialed features work differently depending on the
mode of the Redial feature, either Last Number Dialed or Last Number Saved. The Redial fea-
REDIAL
ture code (380) performs the Redial function and is programmed under the
button.
Page 231
Redial
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Nondisplay System Speed Dial numbers cannot be redialed at a display endpoint.
Table 32. Redial Interactions
Endpoint Status When
Endpoint Programmed for
Last Number Saved
Endpoint Progrmmed for
User
Activiates Redial
Last Number Dialed
Idle
Saves the last trunk access
code and phone number that
was dialed.
A trunk is selected using the
same trunk access code as
used to place last outside call,
and the last phone number is
dialed.
Intercom dial tone (on- or
off-hook)
Saves the last trunk access
code and phone number that
was dialed.
A trunk is selected using the
same trunk access code as
used to place last outside call,
and the last phone number is
dialed.
On an intercom call
Releases the current call,
Releases the current call,
seizes a trunk using the saved seizes a trunk using the access
trunk access code, and dials
the saved phone number.
code used on the last outside
call, and dials the last phone
number dialed.
After selecting a trunk but Redials the saved phone num- Redials the last phone number
before dialing
ber on the currently selected
trunk, instead of the saved
trunk access.
dialed, using the currently
selected trunk.
After selecting a trunk and Releases the current call,
Releases the current call,
dialing one or more digits
seizes a trunk using the saved reseizes the trunk (using the
trunk access code, and dials
the saved phone number.
access code used on that call),
and redials the digits that were
dialed.
On an incoming outside
call
Releases the current call,
seizes a trunk using the saved seizes a trunk using the same
Releases the current trunk,
trunk access code, and dials
the saved phone number.
trunk access code used on the
last outgoing call, and dials the
last number dialed.
Using the Last Number Saved Feature
Use the following procedures to save and redial numbers at stations that are programmed to
use the Last Number Saved feature.
To save a number on a station programmed for last number saved:
NOTE The saved number is replaced each time you repeat this procedure.
Inter-Tel endpoints: While the endpoint is idle or while listening to intercom dial
REDIAL
tone, press the
button, or press the Special button and enter the Redial feature
code (380). You hear a confirmation tone, and the display shows LAST OUTSIDE
NUMBER SAVED.
Single line endpoints: Lift the handset and enter the Redial feature code (380). When
you hear the confirmation tone, hang up.
To redial a number (last number saved):
REDIAL
Inter-Tel endpoints: While on a call or after selecting a trunk, press the
but-
ton, or press the Special button and enter the Redial feature code (380). Refer to the
Page 232
Using the Last Number Saved Feature
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
chart on the previous page to determine which trunk is selected. The saved phone num-
ber is dialed.
Single line endpoints: While on a call or after selecting a trunk, hookflash and then
enter the Redial feature code (380). Refer to the chart on the previous page to deter-
mine which trunk is selected. The saved phone number is dialed.
Using the Last Number Dialed Feature
Use the following procedure to redial numbers at stations that are programmed to use the Last
Number Dialed feature.
To redial a number (last number dialed):
REDIAL
Inter-Tel endpoints: While on- or off-hook, press the
button, or press the Spe-
cial button and enter the Redial feature code (380). Refer to the chart on the previous
page to determine which trunk is selected and which digits are dialed.
Single line endpoints: Lift the handset or hookflash. Then enter the Redial feature
code (380). Refer to the chart on the previous page to determine which trunk is
selected and which digits are dialed.
Redirect Call
The Redirect Call feature code is located under System/Devices and Feature Codes/Feature
Codes. The Redirect Call Feature (feature code 331) allows Inter-Tel endpoint users to route
ringing outside, intercom, and camped on calls to another station, hunt group, or outside num-
ber. Routing of the redirected call is still subject to trunk and toll restrictions. This feature pro-
vides these options in addition to the currently available options which allow the station user to
redirect calls to Voice Mail or Do-Not-Disturb.
The Redirect Ringing Call feature does not require premium features. Some specific aspects of
this feature are described below.
•
If the user has an Executive Display, Professional Display, or Model 8560 endpoint, the
display will show a call menu option which reads SEND TO DEST. The user may
choose this option or enter feature code 331. The display then prompts the user to enter
the destination number directly or by scrolling through the IC directory.
•
•
•
For non-display endpoints, calls are redirected using the feature code 331. This code is
entered, followed by the desired destination number.
If the endpoint receiving the redirected call is a display endpoint, it will show EXT
XXXX FWD FROM EXT XXXX just as it does for a manually forwarded call.
Calls may not be redirected back to the originating station. This will result in a message
on the display saying CALL FORWARDED TO SOURCE. For non-display endpoints,
the call will simply ring back at the station.
•
•
•
•
Calls may not be redirected to restricted outside numbers, to stations in Do-Not-Disturb
mode, or to stations that are forwarded. Redirected calls will not follow call forwarding.
Agent Help Request calls, queue callbacks, and recalls cannot be redirected (these types
of calls do not follow call forwarding).
Calls cannot be redirected to another station’s mailbox, because redirected calls will not
follow forwarding.
If the call is redirected to an unreachable destination, it will not be redirected and will
ring back at the original station.
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Using the Last Number Dialed Feature
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
If an ARS, trunk group, or trunk number is entered, the system will prompt the user to
enter the destination phone number. Calls may not be redirected to a node number, but
may be directed to a station on another node by entering the correct extension number.
If the applicable Forwarding timer expires before the user completes the redirection
process, the system terminates the call.
Paging
The Paging feature allows announcements to be made through endpoint internal speakers.
Optional external paging equipment (amplifiers and paging speakers) may also be installed.
There can be up to 10 paging zones. When the system is in the default state, all Inter-Tel end-
points are assigned to paging zone 1 to provide an all-page zone. Inter-Tel endpoints, trunks,
and the external paging port(s) can be assigned to any, all, or none of the paging zones, as
desired.
Placing a large number of Inter-Tel endpoints in a paging zone may affect system
performance. If system operation is affected when a page is placed to a particu-
lar page zone, remove some Inter-Tel endpoints from that zone or change to
NOTE
external paging for the area served by that page zone.
In a network, all Inter-Tel endpoints and trunks within a page zone must reside on the same
node as the page zone. However, a page zone can contain external page ports on other nodes.
Because the external paging ports have intercom numbers (91000 and 91001),
NOTE stations can place an intercom call to the external paging ports, instead of using
the Page feature, to make a page over the external paging speakers.
Pages are not heard on Inter-Tel endpoints that have been removed from paging (using the fea-
ture code as described below), are in Do-Not-Disturb, are ringing, or are in use. Also, back-
ground music on endpoints and on external speakers connected to endpoint speaker leads is
interrupted for pages. If a trunk in a paging zone is unplugged, the page cannot be completed.
If desired, Inter-Tel endpoint users can program feature buttons to select the paging zones 0–9
(or 0–49) using paging access codes 9600–9609 (or 9600–9649).
The Page timer limits the length of pages. If it is set to 0, pages are unlimited in length.
To make a page:
1.
2.
Lift the handset.
Inter-Tel endpoints—Press the PAGE button, or enter the Page feature code (7). The
display shows SELECT PAGE ZONE # (0–9).
Single line endpoints—Enter the Page feature code (7).
3.
4.
Enter the zone code (0–9 or 0–49) for the desired zone.
After the single progress tone, make your page before the Page timer expires. If you
hear reorder tones, and the display shows PAGE ZONE NOT PROGRAMMED, there
are no stations in the selected page zone. If the display shows PAGE ZONE BUSY
TRY AGAIN LATER, the necessary system resources are busy or the paging zone is
being used by another station. Users cannot camp on to or queue the paging system.
5.
Hang up.
Page 234
Paging
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Remove from Paging
An Inter-Tel endpoint user can prevent the endpoint from receiving pages or allow it to receive
pages again using these feature codes. If the endpoint is assigned to more than one page zone,
all zones are removed or replaced; the user cannot toggle individual zones.
To halt or enable zone pages:
1.
While on- or off-hook, enter the Page Receive On/Off feature code (325) to prevent the
endpoint from receiving pages. You hear a confirmation tone and the display shows
PAGE RECEIVE ON (or OFF).
2.
If off-hook, hang up.
Do-Not-Disturb
Placing a phone in Do-Not-Disturb mode halts all pages, incoming intercom calls, camped-on
calls, and transferred calls to that station. Queue callbacks, recalls, and direct ring-in calls are
not blocked. Another user calling the station while it is in Do-Not-Disturb hears a repeating
signal of four fast tones and a pause. Display phones show the Do-Not-Disturb message. The
user cannot Camp On, but can queue or leave a message at the station.
Direct ring-in calls forwarded to a station in DND will ring according to the DND
rules.
NOTE
If desired, individual phones can be prevented from using Do-Not-Disturb by disabling the Do-
Not-Disturb option in the database.
If a hunt group station is in Do-Not-Disturb, calls to the user’s hunt group do not cause the
phone to ring, but the individual trunk button will flash if all other stations in the hunt group
are busy, forwarded, have hunt group remove enabled, or are in Do-Not-Disturb. Hunt group
announcement stations and overflow stations can use Do-Not-Disturb to block hunt group calls
by using Do-Not-Disturb.
Inter-Tel phones may be given Do-Not-Disturb override permission. These stations, when
reaching a phone in Do-Not-Disturb, can enter the Do-Not-Disturb Override feature code (373)
to place a non-handsfree intercom call to the station. Single line phones cannot be enabled to
use the Do-Not-Disturb Override feature.
When a phone is placed in DND, the user may select one of 20 system-stored messages that
will appear on the top line of the display (unless Do-Not-Disturb is enabled while the user is on
a call or off-hook, in which case message 1 is automatically selected). When a phone in Do-
Not-Disturb is called by a display endpoint user, the caller sees the selected message.
Page 235
Remove from Paging
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Do-Not-Disturb messages are programmed in the database or using an Administrator endpoint.
Default Do-Not-Disturb messages are programmed as shown in the following table.
Table 33. Do-Not-Disturb Messages
01 DO-NOT-DISTURB
02 LEAVE A MESSAGE
03 IN MEETING UNTIL
04 IN MEETING
11 OUT OF TOWN 'TIL
12 OUT OF OFFICE
13 OUT UNTIL
14 WITH A CLIENT
15 WITH A GUEST
16 UNAVAILABLE
17 IN CONFERENCE
18 AWAY FROM DESK
19 GONE HOME
05 ON VACATION 'TIL
06 ON VACATION
07 CALL ME AT
08 AT THE DOCTOR
09 ON A TRIP
10 ON BREAK
20 OUT TO LUNCH
Do-Not-Disturb works as follows in a network setting:
•
•
•
Each node has a list of Do-Not-Disturb messages that can be used only on that node.
An Intercom caller sees other users Do-Not-Disturb status when calling across nodes.
The network allows DND override across nodes.
The system has default Do-Not-Disturb messages in both the Primary and Secondary Lan-
guage. However, messages that use Japanese characters can be reprogrammed only through a
Model 8660 endpoint designated as an Administrator endpoint. Refer to “System
The language of the messages seen by the station user, both when programming his or her sta-
tion and when calling another station that is in Do-Not-Disturb, is determined by the station’s
programmed language. That is, if a station is programmed for Japanese, the user will see only
Japanese messages when programing a Do-Not-Disturb message. If that station calls an Ameri-
can English-programmed station that has selected Do-Not-Disturb message 02, the Japanese
station’s user will see the Japanese version of message 02.
NOTE Only digital display phones display Japanese prompts.
The second line of the message can be customized with a numeric/alphanumeric message of up
to 16 characters (English/Spanish and/or Japanese characters). The customized message is
entered as described below. When entering a customized Do-Not-Disturb message, you can
MSG
press the
button or USE ALPHA MODE/USE NUMERIC MODE menu button to switch
back and forth between alphanumeric and numeric mode.
#
•
In numeric mode, the dialpad buttons are used to enter numbers 0-9, the pound (
button is used for entering a hyphen (-), and the asterisk ( ) button is used for entering
a colon (:). For example, 1 00 would enter “1:00” in numeric mode. When program-
)
ming a custom Do-Not-Disturb message, the station is automatically in numeric mode.
•
In alphanumeric mode, dialpad buttons are used to enter the desired letters, numbers,
and punctuation. The number of times a button is pressed determines which character is
entered. For example, 33377744432999 would enter “FRIDAY.” When adjoining char-
FWD
acters are located under the same button, press the
button once to advance to
FWD
FWD
the next character. For example, 6
DAY.”
666
6632999 would enter “MON-
Page 236
Do-Not-Disturb
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Use the following table as a guide for your entries using the keypad buttons.
Table 34. Programming in Alphanumeric Mode.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
KATAKANA CHARACTERS*
ENGLISH/SPANISH CHARACTERS
1
2
3
4
5
6
7
8
9
0
-
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
’
1
2
3
4
5
6
7
8
9
0
A
I
U
KU
SU
TSU
NU
FU
MU
YO
RU
N
E
O
KO
SO
TO
NO
HO
MO
,
a
i
A
KA
SA
TA
KI
KE
SE
TE
NE
HE
ME
.
D
G
J
!
SHI
CHI
NI
u
*
e
L
O
R
V
Y
.
#
Ñ
S
?
Z
,
NA
HA
MA
YA
RA
WA
o
M
P
HI
tsu
ya
yu
yo
long
MI
T
YU
RI
W
@
RE
pa
RO
ba
WO
*The Japanese characters are only available if the Multilingual feature is enabled and Japanese
is installed as the secondary language.
REDIAL
When using either mode, endpoint users may use the Speed Dial buttons and/or the
button to enter stored numbers or messages. Speed Dial numbers can be chained together when
entering messages that require more that 16 keystrokes to create the desired message. When
programming a message in Speed Dial memory, you can use the Special button to enter a
FWD
hookflash (F) in place of the
button to advance or insert spaces, or to enter a pause (P)
to change numeric/alphanumeric modes within the message. The Special button can also be
used to enter * or # in the Speed Dial number. Users can also place their endpoints in Do-Not-
To enable Do-Not-Disturb mode:
DND
1.
Inter-Tel endpoints: While on-hook, press the
button, or enter the Do-Not-Dis-
turb feature code (370) or Do-Not-Disturb On/Off feature code (372). Display end-
points show SELECT DND MESSAGE # (01–20).
2.
3.
Single line endpoints: Lift the handset and enter the Do-Not-Disturb feature code
(370) or the Do-Not-Disturb On/Off feature code (372). You hear a progress tone.
To select message 01 (DO-NOT-DISTURB):
Inter-Tel endpoints—Press the Speaker button or lift and replace the handset.
DND
The
button lights.
Single line endpoints—Hang up.
To select any of the 20 preprogrammed messages: Enter the desired number (01–
20), or press the SCROLL menu button to begin scrolling. Display endpoint users may
scroll through the messages by pressing the high end of the Volume button or the
NEXT button to go forward, or the low end of the Volume button or the PREVIOUS
button to go backward (the display shows the selected message). If you enter an invalid
message number, you will hear reorder tones, and the display shows INVALID DND
MESSAGE NUMBER; try again.
Page 237
Do-Not-Disturb
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4.
If desired, customize the second line of the message: Use any combination of the fol-
lowing methods.
a. Remain in numeric mode: Press the dialpad buttons to enter the desired number.
#
Use the pound button ( ) for a hyphen (-) and the asterisk button ( ) for a
FWD
colon (:). Inter-Tel endpoint users can press the
button once to leave a
MUTE
space, or press the
button to backspace.
MSG
b. Change to alphanumeric mode (Inter-Tel endpoints only): Press the
but-
ton (the button lights) or the USE ALPHA MODE menu button, then enter the
desired characters. Refer to the chart above. Inter-Tel endpoint users can press the
FWD
MUTE
button once to advance or twice to leave a space, or press the
ton to backspace.
but-
c.
Use Speed Dial and/or redial numbers (Inter-Tel endpoints only): In either
numeric or alphanumeric mode, you can speed dial a number (using the Speed
REDIAL
Dial button or feature code). In numeric mode you can press the
button to
enter the stored characters. You may chain Speed Dial and/or redial numbers
together.
5.
Terminate programming:
Inter-Tel endpoints—Press the Speaker or the ACCEPT button, or lift and replace the
DND
handset. The
button lights. Display endpoints show selected message. Date and
time appear on the second line if there is no customized message.
Single line endpoints—Hang up.
To cancel Do-Not-Disturb:
Model 8660 or 8662: While on-hook, press the lit
and the display shows DO-NOT-DISTURB OFF.
Other Inter-Tel endpoints: While on-hook, press the lit
DND
button. The button goes off,
DND
button, or enter the
Cancel Do-Not-Disturb feature code (371) or Do-Not-Disturb On/Off feature code
(372). The button goes off, and the display shows DO-NOT-DISTURB OFF.
Single line endpoint: Lift the handset, enter the Cancel Do-Not-Disturb feature code
(371) or Do-Not-Disturb On/Off feature code (372), and hang up.
To place your busy endpoint in Do-Not-Disturb while a call is camped on:
If, while on a call, you hear Call Waiting signals and you want to let the caller know you do not
want to be disturbed:
DND
Inter-Tel endpoints—Press the
button or press the Special button and then
enter a Do-Not-Disturb feature code (370 or 372). The button lights. The display
shows DO-NOT-DISTURB ON. The intercom caller is no longer camped on and
receives Do-Not-Disturb indications.
NOTE The following procedure will interrupt the call you are on.
Single line endpoints—Hookflash/recall and enter the a Do-Not-Disturb feature code
(370 or 372). The call you are on is placed on Consultation Hold. The intercom caller
is taken off of Camp On and receives Do-Not-Disturb indications. To return to the call
you interrupted, hookflash/recall twice.
Page 238
Do-Not-Disturb
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®
Do-Not-Disturb Override
If your Inter-Tel endpoint is enabled for Do-Not-Disturb override and you hear Do-Not-Disturb
tones when placing an intercom call, you may use the following procedure to break through
Do-Not-Disturb and complete the call.
Do-Not-Disturb override (Inter-Tel endpoints with this feature enabled only):
When you hear Do-Not-Disturb tones while placing an intercom call, press the Special button
and enter the Do-Not-Disturb Override feature code (373). If the called station is idle, the call
rings as a private intercom call. If the called station is busy, your call camps on.
Remote Programming
The Remote Programming feature allows a user to place an endpoint in Do-Not-Disturb mode
(DND) or forward the station’s calls, or change the password; either from another station or
information about DISA.)
In a network, Remote Programming can be performed on one node for any Inter-Tel endpoint
that is programmed as an off-node device on that node. You must go through DISA for remote
programming of any endpoints that are not programmed as off-node devices.
Endpoint Password
The endpoint password is used only for the Remote Programming feature.
To prevent unauthorized use of the call forward feature, all endpoints using
Remote Programming should have a password. To make the passwords difficult
to guess, they should not match the extension number or consist of one digit
NOTE
repeated several times.
The endpoint password can be up to 8 digits in length. The default password is the extension
number of the endpoint. The password can be changed by entering the Program Station Pass-
word feature code at the endpoint or when using the Remote Programming feature. It can also
be programmed through Individual Endpoint programming.
If the password is changed from an endpoint, the user will be prompted for the old password,
then the new password, and will be asked to verify the new password. If it is programmed
through Remote Programming, the user will already have entered a correct password. In this
case, the user is prompted only for the new password and then asked to verify the password.
Should the verified password and new password not match, the old password will be retained
and the programming session canceled.
To change the station password from your station:
1.
Enter the Program Station Password feature code (392). You hear a confirmation tone.
If you have a display, it shows ENTER PASSWORD.
2.
Enter your current password, followed by #. (At default, it is your extension number.) If
you have a display, it shows NEW PASSWORD.
If you enter an incorrect password, the display will show INVALID PASS-
WORD, and your endpoint will return to the idle state.
NOTE
#
3.
4.
Enter the new password followed by . You hear a confirmation tone.
#
Enter the new password again for verification followed by
. You hear a confirmation
tone. If you have a display, it shows PASSWORD SAVED. Your station returns to idle.
Page 239
Do-Not-Disturb Override
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System Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
To change the endpoint password using remote programming:
1.
2.
If calling from an outside endpoint, access the system through a DISA line. Enter the
DISA security code (if applicable). You hear a confirmation tone.
If programming from another endpoint, lift the handset or press the Speaker button.
Enter the Remote Programming feature code (359). You hear a confirmation tone. If
you have a display, it shows ENTER EXTENSION. Users of Executive and Profes-
sional Display phones and Model 8560 phones can press the IC DIR button to use the
intercom directory to look up a number.
3.
4.
Enter the extension to be programmed. You hear a confirmation tone. If you have a dis-
play, it shows ENTER PASSWORD. If you entered an invalid extension number, you
will hear reorder tones and can try again.
#
Enter the extension’s password followed by . You hear a confirmation tone.
If you enter an incorrect password, the display will show INVALID PASSWORD.
Outside callers will be returned to dial tone, and stations will return to the idle state.
5.
Enter the Program Station Password feature code (392). You hear a confirmation tone.
If you have a display, it shows NEW PASSWORD.
#
6.
7.
Enter the new password, followed by . You hear a confirmation tone.
Enter the new password again for verification, followed by #. You hear a confirmation
tone. If you have a display, it shows PASSWORD SAVED. Outside callers will hear
dial tone, and endpoint return to the idle state.
Remote Do-Not-Disturb Programming
To place a station in Do-Not-Disturb mode using the remote programming feature:
After each entry, non-display endpoint users will hear a confirmation tone. Out-
side callers using a DISA line will hear confirmation tone followed by DISA dial
tone. Display endpoint users will not hear confirmation tones but will see a
prompt asking for the next entry.
NOTE
1.
If calling from an outside endpoint, access the system through a DISA line. Enter the
DISA security code, if applicable. You hear a confirmation tone followed by DISA dial
tone.
If programming from another station, lift the handset or press the Speaker button.
2.
3.
4.
Enter the Remote Programming feature code (359). If you have a display, it shows
ENTER EXTENSION. Model 8660 or 8662 endpoint users can press the IC DIR button
to use the intercom directory to look up a number.
Enter the extension to be placed in DND. If you have a display, it shows ENTER PASS-
WORD. If you entered an invalid extension number, you will hear reorder tones and
can try again.
#
Enter the extension’s password, followed by . If you have a display, it shows ENTER
FEATURE CODE.
If you enter an incorrect password, the display will show INVALID PASS-
NOTE WORD, and the call is disconnected. Station users will hear reorder
tones.
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Remote Do-Not-Disturb Programming
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
5.
To turn on Do-Not-Disturb:
a. Enter the Do-Not-Disturb On feature code (370). (The On/Off feature code cannot
be used in remote programming.) If you entered an invalid feature code, you will
hear reorder tones and can try again.
If the station you are programming is not allowed to use DND, you
hear reorder tones, and the display shows CANNOT ACCESS
RESERVED FEATURE. Outside callers are returned to dial tone, and
NOTE
stations return to the idle state.
b. Enter the desired Do-Not-Disturb message number (01-20). If you entered an
invalid message number, you will hear reorder tones and can try again.
c.
Enter the optional second-line message text, if desired, using any combination of
the following methods:
Remain in numeric mode: Press the dialpad buttons to enter the desired number.
#
Use the pound button ( ) for a hyphen (-) and the asterisk button ( ) for a
FWD
colon (:). Inter-Tel endpoint users can press the
button once to leave a
MUTE
space, or press the
button to backspace.
MSG
Change to alphanumeric mode (Inter-Tel endpoints only): Press the
but-
ton (the button lights) or the USE ALPHA MODE menu button, then enter the
desired characters. (Refer to the chart and instructions in your user guide.) Inter-
FWD
Tel endpoint users can press the
button once to advance or twice to leave a
MUTE
space, or press the
button to backspace.
Use Speed Dial and/or redial numbers (Inter-Tel endpoints only): In either
numeric or alphanumeric mode, you can speed dial a number (using the Speed
REDIAL
Dial button or feature code). In numeric mode you can press the
button to
enter the stored characters. You may chain Speed Dial and/or redial numbers
together.
a. Hang up to complete the programming.
6.
To turn off Do-Not-Disturb: Enter the Do-Not-Disturb Off feature code (371). (The
On/Off feature code cannot be used in remote programming.) The call is automatically
disconnected when the feature code is accepted. If you entered an invalid feature code,
you will hear reorder tones and can try again.
Remote Forward Programming
To forward a station using the remote programming feature:
After each entry, non-display endpoint users will hear a confirmation
tone. Outside callers using a DISA line will hear confirmation tone fol-
lowed by DISA dial tone. Display endpoint users will not hear confirma-
tion tones but will see a prompt asking for the next entry.
NOTE
1.
2.
If calling from an outside endpoint, access the system through a DISA line. Enter the
DISA security code (if applicable). You hear a confirmation tone followed by DISA
dial tone.
If programming from another station, lift the handset or press the Speaker button.
Enter the Remote Programming feature code (359). If you have a display, it shows
ENTER EXTENSION. Model 8660 or 8662 endpoint users can press the IC DIR button
to use the intercom directory to look up a number.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
3.
4.
Enter the extension to be forwarded. If you have a display, it shows ENTER PASS-
WORD. If you entered an invalid extension number, you will hear reorder tones and can
try again.
#
Enter the extension’s password, followed by . If you have a display, it shows ENTER
FEATURE CODE.
If you enter an incorrect password, the display will show INVALID PASS-
NOTE
WORD, and the call is disconnected. Station users will hear reorder tones.
5.
To turn on Call Forward:
a. Enter one of the following Call Forward feature codes. If you entered an invalid
feature code, you will hear reorder tones and can try again.
Call Forward All Calls
Call Forward If Busy
Call Forward If No Answer
355
357
356
Call Forward If No Answer/Busy 358
a. Enter the forwarding destination. This can be an extension number or a trunk
access code followed by an outside phone number.
If the forward destination is an extension number, programming is complete, and
the call is disconnected automatically.
If the forward destination is an outside number, hang up to complete program-
ming.
If the station is not permitted to forward to the destination entered, you will hear
reorder tones and can try again.
If you hang up before entering a forward destination, the programmed forward
is canceled.
6.
To turn off Call Forward: Enter 355 and then hang up instead of entering a destina-
tion. You hear a confirmation tone.
Default Endpoint
An endpoint user can enter one feature code that will return the following features to their
default states. Returning an endpoint to default:
•
Cancels the following features, if in effect:
—
—
—
—
—
—
—
Do-Not-Disturb
Manual Call Forwarding
Queue Request
Account Code for All Calls Following
Background Music
Ring Intercom Always
Headset Mode
•
•
Restores the following features, if disabled:
—
—
—
—
Handsfree
Page Receive
Hunt Group Replace
System Forwarding
Returns endpoint volumes to default levels
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
Returns endpoints to the standard keymap
If the endpoint is a member of one or more ACD hunt groups, logs into the hunt
group(s)
This feature is especially useful for installers and troubleshooters who need to know exactly
how a given station is programmed.
To return the station to default:
Inter-Tel endpoints—While on- or off-hook, enter the Default Station feature code
(394). You hear a confirmation tone, and the display shows STATION DEFAULTED.
If off-hook, hang up.
Single line endpoints—Lift the handset and enter the Default Station feature code
(394). You hear a confirmation tone followed by dial tone. Hang up.
Hookflash/Recall
A timed hookflash (recall in Europe) may be required for Inter-Tel endpoint and single line
users to use certain telephone company or PBX features. The CO hookflash/recall feature code
sends a timed hookflash/recall over the trunk when entered. A hookflash/recall restarts the call
cost display and toll restriction, plus it starts a new line in the SMDR printout. However, the
call remains on the same Call button.
The Hookflash/Recall feature can be enabled or disabled on a trunk group-by-trunk group
basis. It can be used on any outside call, including conference calls.
The duration of the hookflash/recall can be changed by reprogramming the LS/GS CO Hook-
flash timer (default value is 0.6 seconds). If the system is not installed behind a PBX, the
Hookflash timer must be programmed to be compatible with the system’s trunks.
To send a timed hookflash/recall while on a trunk:
Inter-Tel endpoints—Press the Special button and enter Hookflash feature code 330.
Single line endpoints—Hookflash and then enter the Hookflash feature code 330.
Page 243
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Reminder Messages
NOTE This feature does not apply to single line endpoints.
Reminder messages are set, like an alarm clock, to signal an Inter-Tel endpoint at a specified
time. The user can select the message and time up to 24 hours in advance. Twenty different
reminder messages are available. These messages can be reprogrammed by the installer or
using an administrator’s station. They are limited to 16 characters.
At the programmed time, the reminder message signals the station with eight short tones. A
display endpoint shows the message until it is canceled; a non-display endpoint receives tones
only. If the station is busy, the user still hears the tones and the message displays for 10 sec-
onds during the call, then the display returns after the user hangs up. (Reminder displays inter-
rupt, but do not affect, programming.)
Table 35. Default Reminder Messages
01 MEETING
11 CALL ENGINEERING
12 CALL MARKETING
13 CALL ACCOUNTING
14 CANCEL DND
02 STAFF MEETING
03 SALES MEETING
04 CANCEL MEETING
05 APPOINTMENT
06 PLACE CALL
15 CANCEL CALL FWD
16 TAKE MEDICATION
17 MAKE RESERVATION
18 REVIEW SCHEDULE
19 LUNCH
07 CALL CLIENT
08 CALL CUSTOMER
09 CALL HOME
10 CALL CORPORATE
20 REMINDER
In a network, each node has a list of reminder messages that can be used only on that node.
The system has default reminder messages in both the Primary and Secondary Languages.
However, messages using Japanese characters can be reprogrammed only through an adminis-
The language of the messages seen by the station user is determined by the station’s pro-
grammed language. That is, if a station is programmed for Japanese, the user will see only Jap-
anese messages when programing a reminder message.
Only digital display endpoints will display Japanese prompts. Other Inter-Tel end-
points do not support Japanese prompts.
NOTE
To request reminder messages:
NOTE Lift and replace the handset to stop the process without selecting a message.
1.
2.
While on-hook, enter the Reminder Message feature code (305). Display endpoints
show SELECT REMINDER MSG # (01–20).
To select a specific message: Enter the two-digit message code (01–20). (Display end-
points show the selected message and SCROLL OR ACCEPT.)
To scroll through the messages: View the available messages by pressing the high
end of the Volume button or the NEXT button to scroll forward or pressing the low end
of the Volume button or the PREVIOUS button to scroll backward. Each message dis-
plays for 0.5 seconds before another can be selected. When the desired message is dis-
#
played, press
or ACCEPT.
Page 244
Reminder Messages
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
3.
Enter the time that you want to receive the message. (If using a station programmed for
Japanese, these prompts will be reversed, and you will set the AM/PM before the hour
and minutes.)
a. Enter the hour and minutes using four digits (e.g., 0900 for 9:00).
b. If the system is set for 12-hour display format, the display shows SELECT AM
1
2
OR PM. Press
or the AM button for AM or press
or the PM button for PM.
You hear a progress tone when it is accepted, and the display momentarily shows
the selected reminder message and time.
If an invalid time is entered, you hear reorder tones and must enter
NOTE
the time again. Display endpoints show INVALID TIME.
To receive a reminder message:
1.
At the selected time, you hear eight short tones, and the message is displayed. Do one
of the following:
If your station is idle, go to the next step.
If you are on a call, the message will display for 10 seconds. After you hang up, the
reminder message returns and must be cleared.
If you are programming your Inter-Tel endpoint, the programming function is inter-
rupted. The message will display, but will not interrupt programming; you can con-
tinue. After programming is completed, the reminder message will return and must be
cleared.
2.
To clear the message: Remain on-hook and press
. The display shows EXPIRED
REMINDER MESSAGE CLEARED.
To cancel all of your reminder message requests:
While on-hook, enter the Cancel Reminder Message feature code (306). The display
shows REMINDER MSGS CANCELED. You cannot view or cancel individual mes-
sages.
Record Keeping and Maintenance Features
The record keeping and maintenance features available include the following items:
•
•
Call Cost Accounting
System Error/Message Printing
Call Cost Accounting
For Estimating Purposes Only
The system's Call Cost Accounting feature is intended to provide a cost estimate
that is applied to the various classes of calls. Due to the wide variation in
NOTE charges among network carriers, the system's call cost calculation cannot be
used as a prediction of actual charges. This feature can only be used as a man-
agement tool to estimate call cost.
The Call Cost Accounting feature estimates the cost of outgoing and incoming calls, displays it
on the Inter-Tel endpoints, and prints it in the SMDR reports. The cost is based on the type of
call, phone number dialed, the elapsed time of the call, the day of the week, and the time of
day. A table in the database supplies the rates for all types of calls, including multiplicative
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Record Keeping and Maintenance Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
factors for evening and weekend rate changes on outgoing calls. The equation for calculating
call cost is:
Daytime Rate X Multiplicative Factor X Connect Time
Multicative Factor Adjustment
The multiplicative factor adjusts the daytime per-minute call cost for evening and weekend
rates of outgoing calls. For example, the evening call cost multiplier is 0.65 if calls are 35%
less expensive after 5:00 PM. The daytime rate (D), evening (E) multiplicative factor, and
night/weekend (N/W) multiplicative factors are used on the following schedule.
Table 36. Multiplicative Factor Cost Adjustments
SUN MON TUE WED THU FRI SAT
8 AM TO 5 PM
5 PM TO 11 PM
11 PM TO 8 AM
N/W
E
D
E
D
E
D
E
D
E
D
E
N/W
N/W
N/W N/W
N/W N/W
N/W N/W N/W
If call cost is set to zero, call cost will not display during the call and the SMDR printout will
show $00.00.
In a network setting, the call cost shown on the display and SMDR output use the factors and
rates for the node on which the trunk resides. In other words, if a station on Node 1 dials what
is considered a long-distance number on Node 1, but the call is routed to Node 2 where the
number is considered local, the Inter-Tel endpoint will use the local call cost rate from Node 2.
The call rate used for calls between nodes will be based on the Network call rate.
All outgoing calls using a trunk that is not subject to toll restriction are classified as one of the
following call types for call cost calculation (call cost type is programmed in the database).
•
•
•
•
•
•
•
•
Free
Local
Toll Local
Toll Long Distance
Incoming
Operator
Network
International
Station Message Detail Recording
Station Message Detail Recording (SMDR) is a system feature that provides a detailed record
of outgoing and incoming calls. The system records only valid calls. Outgoing calls become
valid when, depending on system programming, the Valid Call timer expires or polarity rever-
sal is detected. Outgoing calls become valid immediately if placed on hold or transferred.
Incoming calls are always valid immediately.
Endpoint call data can be recorded on a customer-provided printer or an alternate device, such
as a magnetic tape or floppy disk. The voice processing system PC can also be used to capture
Station Message Detail Recording (SMDR) information. The SMDR information is stored in a
file on the voice processing system PC hard disk for later retrieval.
nition of call cost types.)
•
Record All Incoming Calls: Records all incoming calls that are answered, except DID/
DNIS calls.
•
Record All Local Calls: Records all calls that use the “local” call cost.
Page 246
Multicative Factor Adjustment
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
Record All Free Calls: Records all calls that use the “free” call cost.
Record All Ring-in Diagnostics: A ring-in message is recorded for every incoming
call (whether answered or unanswered) to indicate how long it rang.
•
•
Record All Toll Local Calls: Records all calls that use the “toll local” call cost.
Record All Toll Long Distance Calls: Records all calls that use the “toll long dis-
tance” call cost.
•
•
•
•
Record All Operator Calls: Records all calls that use the “operator” call cost.
Record All International Calls: Records all calls that use the “international” call cost.
Record All DISA Calls: Records all DISA calls.
Record All Conference Calls: Records all conference calls. If all conference parties
exit except one station and one outside party, the call is no longer considered a confer-
ence and, when completed, it will be recorded using the appropriate call cost for that
outside call.
•
•
Record All DID/DNIS Calls: Records all calls received through DID and DNIS.
Record All Trunk To Trunk Calls: Records all calls made from one outside caller to
another.
•
•
Record All Network Calls: Records all calls placed to and received from network
nodes.
Record All Off-Node Devices: Records all calls placed to and received from off-node
devices.
The service technician can determine whether absorbed digits, equal access digits, and/or toll
field digits appear in the SMDR printout. As an example, assume the following number was
dialed: 89 (other system’s trunk access code) - 10288 (equal access code) - 1 (toll field) - 602
(area code) - 961-9000 (seven-digit number). The following programming options can be used:
•
Suppress Absorbed Digits: Absorbed digits (on local or PBX lines) will not appear in
the report if this option is selected. In the sample above, the absorbed digits (the other
system’s trunk access code) would be suppressed so that only 10288- 1-602-961-9000
appears.
If absorbed digits are repeatable on a local line, the absorbed digits will
not appear in the SMDR report even when repeated.
NOTE
•
•
Suppress Equal Access Digits: Equal access digits will not appear in the report if this
option is selected. In the sample above, the equal access code field would be suppressed
to print only 89-1-602-961- 9000.
Suppress Toll Digits: When this option is selected, toll digits will not appear in the
report. In the sample above, the toll field would be suppressed so that only 89-10288-
602-961-9000 prints.
Any combination of the above can be used. If all three fields are suppressed, only 602-961-
9000 will print.
The service technician can also suppress or allow call information in the SMDR report “Dialed
Digits” field. The following options are available:
•
Suppress Outside Party Number: Caller information that is received through ANI or
Caller ID will not appear if this option is selected.
•
Suppress Trunk Number: Information received through DID or DNIS will not be
included in the report if this option is selected.
Page 247
Station Message Detail Recording
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
The service technician can determine which equipped station(s) and/or trunks will be included
in the report, and whether off-node devices will be included in reports. However, for incoming
calls, DISA calls, conference calls, and/or ring-in diagnostics, all calls are recorded even when
they involve stations not in the programmed station list.
SMDR can be programmed to record the elapsed time of calls in seconds (S=XXXXXX) or
hours and minutes (HH:MM). If programmed to record elapsed time in seconds, the ELAPSED
TIME field will show “S=XXXXXX” (XXXXXX represents the number of seconds) for calls
up to 999999 seconds long. For calls lasting longer than 999999 seconds, ELAPSED TIME
will show “HH:MM” (hours and minutes rounded up to the nearest minute).
The SMDR output report is printed as shown on the following page. A page heading (with the
day of the week, date, month, year and column headings) is generated just after midnight to
show the change in date. A header is also printed after output from another system source
(alarm, informative message, etc.), using the same output device, interrupts the SMDR output.
Figure 15. SMDR Report Format
TYP EXT# TRUNK
DIALED DIGITS
START ELAPSED COST
ACCOUNT CODE
XX XXXXXXXXXXX <28 characters>
HH:MM HH:MM:SS $XX.XX XXXXXXXXXXXX*
TYP
Call type abbreviations for:
Free
000
Local
LOC
TLC
Toll Local
Toll Long Distance
Operator and International
DISA
TLD
O/I*
DSA
CNF
DID
IN
Conference
DID/DNIS (non-DISA)
Incoming
Network
NET
*
If the Display “O/I” for Operator and International Calls flag is disabled, operator calls are
displayed under “OP” and international calls are displayed under “INT.” See page 5-305 for
details about this flag.
EXT
The extension number (XXXXX) of the last endpoint to handle the call is shown. For a CO-
to-CO call, this field shows the extension number of the second trunk involved. For a confer-
ence call, it shows the endpoint that initiated or answered the call. For an unanswered ring-in,
it shows *****. An outgoing call that has been initiated by another trunk will show the initiat-
ing trunk’s number.
TRUNK
The extension number of the trunk used during the call is shown. For an IP network call
(using the networking IPR Application), this field shows the extension number of the IP con-
nection used for the call.
DIALED
DIGITS
For an outgoing call: The first 28 digits of the telephone number are shown (if ARS was
used to place the call, the modified number, not the dialed digits, are shown). A “>” at the end
of the number indicates that more than 28 digits were dialed.
Page 248
SMDR Report Format
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System Features
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Figure 11. SMDR Report Format (Continued)
Some digits may be suppressed (see the previous page for an explanation). For a conference
call, this field shows the endpoint that brought the trunk into the conference unless the confer-
ence ends as a call with only one endpoint and one trunk or if all conference parties are put on
individual hold (in which case the field shows the last party to handle the call).
For an incoming call: This field is determined by the service type of the trunk that was used
for the call and whether the digits are being suppressed. If the information is not suppressed, it
is included in the report as follows:
Table 37. SMDR Report Format
SERVICE TYPE
CALL RECORD SHOWS:
RING-IN RECORD* SHOWS:
DID, DNIS, or *DNIS*
(not DISA ring-in)
Trunk DID or DNIS Informa-
tion
Ring... Trunk DID or DNIS
Information
DID, DNIS, or *DNIS*
with DISA ring-in
Blank if answered; DISA dig-
its if unanswered
DISA calls do not generate
a ring-in record
Caller ID, ANI, or *ANI*
Outside Party ANI or Caller
ID
Ring...Outside Party ANI or
Caller ID
*ANI*DNIS*
Outside Party ANI or Caller
ID and Trunk DID or DNIS
Information
Ring...Outside Party ANI or
Caller ID and Trunk DID or
DNIS Information
None
Blank
Blank
*Ring-in records appear only if ring-in diagnostic records are enabled as described on
START
swered ring-in, it shows the time the call began ringing. It is shown in 24-hour time (00:00 -
23:59).
ELAPSED
This shows the call length from the START time (above) until disconnect or the length of time
an unanswered call was ringing. If the option is enabled that shows call duration in seconds,
calls up to 999999 seconds long appears as S=XXXXXX (XXXXXX represents the number
of seconds) and calls lasting longer than 999999 seconds appear as HH:MM (hours and min-
utes).
COST
This is the approximate cost of the call ($XX.XX), based on the database information. If cost
exceeds $99.99, it is printed without the decimal point ($XXXXX). If it exceeds $99999,
$$$$$$ is shown instead. If there is no cost, the field is blank.
ACCOUNT
CODE
This is a standard, forced, or optional account code (up to 16 digits). An optional account
code overrides standard or forced account codes. The field is blank if no account code was
used.
If an asterisk (*) appears at the end of the record, as shown in the sample, it indi-
cates that the call was terminated because the system detected a disconnect
signal from the trunk (that is, the caller hung up before the station user on the
NOTE
call).
System Error/Message Print
The system has a self-diagnostic feature that monitors the system. When a system fault or other
noteworthy condition is detected, the software determines the impact of the condition and clas-
sifies it as a major or minor alarm or as other message type. If the Message Print option is
enabled, the messages are sent to the designated output port. For a complete list of Diagnostics
codes, refer to the Message Print Diagnostics Manual (part number 550.8018).
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System Error/Message Print
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
The service technician may enable any combination of the error message types. The available
message types include the following:
•
•
Information Messages: These messages give information regarding system operation.
Warning Messages: The warnings in these messages indicate that a condition exists
which may affect system performance.
•
Alarm Messages: Alarm messages indicate that a minor alarm has occurred, but that
general system operation was not affected.
•
Severe Messages: These messages indicate that a severe error occurred in the system.
The messages can be programmed to be sent to any output device attached to the system. Mes-
sages can be printed through only one system port at a time. The print width is adjustable (64,
80, or 132 characters) to accommodate different output devices. When a line of information is
longer than the programmed width, the information is printed on subsequent lines and pre-
ceded with “+” to indicate the continuation.
The system database also has a reserved area for recording the history of messages to allow
service personnel to request a report at any time. The message history area has enough memory
to maintain a record of at least 50 of the most recently generated messages. When the reserved
area is full, the more recent messages begin to replace the older ones so that the most recent
messages are available.
In a network setting, each node has its own message print programming, message print output
port, and message print output port backup. There should be a message print terminal at each
node to monitor node and network performance and aid in troubleshooting.
•
If a node’s Message Print output port is a node, the network sends Message Print
records to the specified node.
•
•
You cannot select a node as the message print output port backup.
If Message Print output programming forms a loop, the system will send the output to
the node’s backup Message Print port. For example, if the Message Print port on Node
1 routes to Node 2 and the Message Print port on Node 2 routes to Node 1, the configu-
ration will cause an infinite loop. Message Print reports for Node 1 would be printed to
the backup serial port on Node 2 and vice versa.
•
A two digit node number is inserted in front of the sequence number to indicate the
node where the message originated. The following is an example of the new message
print string format for a message the originated on node 3:
•
•
•
-03:001- 15:30 03-20 M6009 WRN EG CP
Corrupted Queue Was Cleared: HISTORY QUEUE
Message Print will not route diagnostic messages that apply to another node, except
during manual Message Print requests. Those messages will only be printed locally.
•
•
Message Print will not route messages during a startup or reset. The system will wait
one minute before starting to send messages. Startup messages will only be printed
locally.
Messages may not be printed in time sequence order on remote nodes. The order of an
incoming message print depends on how the message print was routed to the destination
node. Therefore, a message print could possibly arrive at the destination message print
node out of order.
In addition to the messages, the following error indications will occur in the event of a system
alarm:
•
If a major system alarm occurs, MAJOR ALARM appears on all display endpoints. The
warning may also appear on a single display phone if the phone is defective. If all end-
points on the system are inoperative, the alarm message appears on the Administrator’s
display phone and the chassis LCD panel.
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•
A minor alarm sends a message to the primary Attendant and to Administrators, if pro-
grammed to receive alarms.
Each message record includes the following fields:
•
Sequence Number: This field shows the order in which the faults occurred. If there is a
skip in a series of sequence numbers, it indicates that a message was logged that is not
programmed to be printed.
•
•
•
Time: The Time field shows the time that the fault occurred. This field shows the hours
and minutes in 24-hour format as HH:MM.
Date: The Date field shows the date that the indicated fault occurred. The date shows
the month and date as MM-DD.
Fault Code: The Code field holds the associated number of the indicated fault. This
field is four characters in length and the first character is an “M” for messages or “A”
for minor alarms. Each of the different system faults that the system is capable of
detecting is assigned a unique number (M100–M999 or A001–A299) in the system
database.
•
Type: This field indicates the following:
—
—
—
—
Alarms: The field shows “ALARM” for system faults that have not stopped sys-
tem operation.
Information Messages: The field shows “INF.” The condition requires no atten-
tion.
Warning Messages: The field shows “WRN.” The condition requires attention
because it may affect system performance.
Severe Messages: The field shows “SVR.” The condition requires attention
because it has affected or will affect system performance.
•
Realm: This field does not appear for Alarm messages. This two-character field indi-
cates the realm responsible for the message. The field will contain one of the following
abbreviations:
—
—
—
DB indicates that the message applies to the system database. These problems can
often be fixed with appropriate database programming.
HW indicates the messages concerns the system hardware. Typically these prob-
lems are corrected by adjusting or replacing the affected hardware.
EG is indicative of a software error which will, most likely, require the interven-
tion or attention of an Inter-Tel software engineer.
•
Source: This field does not appear for Alarm messages. This two-character field indi-
cates the software source responsible for the message.
—
—
—
—
CP indicates that Call Processing is the source
OS refers to the Operating System
SS refers to the System Software
AL refers to a Voice Processing System link
•
•
Text: The Text field holds a text message that identifies the particular fault indicated by
the record. This field is at least 40 characters in length and may extend onto subsequent
lines if necessary to present adequate information about the fault. The information
printed on an additional line is preceded with the character “+” to indicate the continua-
tion.
Auxiliary: When necessary, additional information may be printed as part of a message
on separate lines. This additional information is referred to as “auxiliary text.” To iden-
tify this text as pertaining to the previous message, each line is preceded with the
“<“character.
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Power Fail Bypass Capability
The Inter-Tel CS-5200/5400 chassis contains relay contacts that can be used for power fail
bypass. This feature allows one or two single line phones to connect to predetermined trunks in
the event of a processor board failure or a power failure. The single line phones and CO trunks
are required.
Customized System Programming Reports
Customized system programming reports can be created through the database. The program-
mer can select the programming area to be reported and then select the information that will be
included. When extension numbers are listed in a report, they can be sorted by name, extension
number or circuit number. Reports can also be titled.
Audio Diagnostics
The Audio Diagnostics feature code (320) allows users to generate diagnostics information for
audio problems. When the Audio Diagnostics feature is initiated, users are prompted to answer
questions about the audio problems by pressing specific dialpad buttons. Based on those
answers, the system generates Alarm 128 on the Administrator endpoint. For details, refer to
The Audio Diagnostics feature can be accessed when the endpoint is idle or when the user is
on an active call. The amount of diagnostics information that the endpoint provides to the sys-
tem depends on the state of the endpoint when the feature is accessed. An active call produces
more diagnostic information than an endpoint in an idle state. If users do not want to access the
Audio Diagnostics feature while on a call, they can access the feature immediately after they
hang up.
In the following scenarios, the diagnostics information is not captured:
•
If the user accesses the Audio Diagnostics feature but does not respond to the prompts
on the display, the feature times out after 30 seconds.
•
If either the user or the other party terminates the call before completing the diagnos-
tics, the feature is terminated.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Audio Problems
When the Audio Diagnostics feature code (320) is entered, the system prompts users to select a
characteristic of the audio problem. Users with 6-line display endpoints can either press the
menu button that corresponds to the displayed audio problem or enter the numeric codes for
the audio problem on their dialpads. Users with 2-line-display endpoints, or no-display end-
points, must enter the numeric codes on their dialpads because they do not have menu buttons.
A list of the 12 audio problems and the numbers associated with them is provided in the fol-
lowing table.
Table 38. Default Audio Diagnostics Audio Problem Numbers
AUDIO PROBLEM
NUMBER
AUDIO PROBLEM
NUMBER
Echo
Static
01
02
03
04
05
06
Too Loud
07
08
09
10
11
12
Distorted
Delayed Audio
Clipping
One-Way Audio
No Audio
Choppy Audio
Too Soft
Cross-Talk
Other
Although 12 predefined audio problems are available, only four can be programmed for the
system. The default numbers of the four selected audio problems may also be changed.
Specifying Audio Direction
After selecting the audio problem, the system prompts the user to choose the direction of the
audio problem. The following options are available:
1
•
•
•
ONLY I HEAR IT (users with a 2-line display, or a no-display, endpoint press
)
2
ONLY THE OUTSIDE (users with a 2-line display, or a no-display, endpoint press
)
3
WE BOTH HEAR IT (users with a 2-line display, or a no-display, endpoint press
)
Using Record-A-Call for Diagnostics
If the Record-A-Call feature has been programmed for the station, users can record the call
The Record-A-Call feature cannot be used on certain calls such as Agent Help,
Station Monitor, Conferences, and Paging.
NOTE
Collecting Audio Diagnostics Data
If your Inter-Tel service technician instructs you to collect this diagnostics data, perform a
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Using the Audio Diagnostics Feature
Only endpoints with the Audio Diagnostics feature enabled can use the feature.
Only 6-line display endpoints have the menu buttons mentioned in these instruc-
NOTE tions. Users who have endpoints with a 2-line display, or no display, must use the
numeric entries to use the Audio Diagnostics feature.
To use the Audio Diagnostics feature:
1.
If the endpoint is idle, while on-hook, enter the Audio Diagnostics feature code (320).
If you are on an active call, press
code (320).
, then enter the Audio Diagnostics feature
∞
The display shows PLEASE SELECT AUDIO PROBLEM.
2.
Do one of the following to select an audio
problem:
ENTER TWO DIGIT
AUDIO PROBLEM
EITHER, Press the desired menu button.
ECHO
STATIC
DELAYED AUDIO
OTHER
OR, Enter the two-digit numeric code (01–12)
that corresponds to the audio problem (Refer
The display shows PLEASE SELECT AUDIO
DIRECTION.
3.
Select the direction of the audio problem.
PLEASE SELECT
AUDIO DIRECTION
EITHER, Press the desired menu button.
OR, Press the dialpad button that corresponds
to one of the following responses:
ONLY I HEAR IT
ONLY OTHER PARTY
WE BOTH HEAR IT
1
•
•
•
Press
Press
Press
for ONLY I HEAR IT.
2
3
for ONLY OTHER PARTY.
for WE BOTH HEAR IT.
If the Record-A-Call feature is enabled for your endpoint, the display shows WOULD
YOU LIKE TO RECORD CALL?
4.
If the Record-A-Call feature is available, you
have the option of recording the call.
WOULD YOU LIKE
TO RECORD CALL?
EITHER, Press the desired menu button.
YES
NO
OR, Press the dialpad button that corresponds
to one of the following responses:
1
•
•
Press
Press
to record the call.
2
to continue without recording.
If the system cannot accurately record the call, the display shows
CALL CANNOT BE COMPLETED.
NOTE
5.
Hang up to complete the Audio Diagnostics
feature.
ALARM #128
x12345 AUDIO FRZ
CLEAR ALARM
CLEAR ALL ALARMS
When the Audio Diagnostics selections are
completed, the system generates Alarm 128
IDLE MENU
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and the administrator station displays
ALARM #128 <extension number> AUDIO FRZ.
To learn which Audio Diagnostics codes have been enabled for the sys-
tem, consult an Inter-Tel field technician.
NOTE
Responding to the Audio Diagnostics Feature
To respond to Alarm 128:
Alarm 128 indicates that someone has completed the Audio Diagnostics feature. Contact your
Inter-Tel service technician so that they can poll the information for troubleshooting purposes.
Phantom Devices
Phantom devices are virtual extension numbers that are created for users who are usually not
physically in the office and who do not need endpoints to retrieve calls or messages. Phantom
devices do not consume a physical hardware address and do not count against the system total-
device count.
Phantom devices:
•
•
•
•
Cannot make or receive calls
Cannot be programmed as System Administrators
Have a Voice Mailbox
Have the ability to forward endpoint calls to a current location (such as to a cell end-
point, pager, or home endpoint)
If the phantom device has a Voice Mailbox, the extension appears in the Voice Mail directory
and the system intercom (IC) directory. Voice mail indications and endpoint silent messages
are stored in the phantom device information.
Phantom devices remain in Do-Not-Disturb (DND) mode at all times and programming will
not allow them to go out of DND. When created, a phantom device is automatically set into
DND. By default, the phantom DND status is “Unavailable,” but you can access the Remote
Programming feature code (359) to change the DND status.
When created, phantom devices are automatically added to the All Endpoints extension list.
Phantom devices can be forwarded and follow the rules for endpoint manual forwarding and
system forwarding.
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Responding to the Audio Diagnostics Feature
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Voice Processing Features
CONTENTS
PAGE
Automated Attendant Recall Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Automated Attendant Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Extension ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Fax E-mail Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Automatic Speech Recognition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Automated Attendant Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Searching the Voice Mail Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
EM Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Scheduled Time-based Application Routing (STAR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Page 257
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
CONTENTS
PAGE
Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Voice Mail and Message Notification/Retrieval Applications . . . . . . . . . . . . . . . . . . . . . . 279
Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Primary and Alternate Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Message Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Notification Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Version 2.2 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Version 2.3 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Page 258
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Introduction
This section describes the voice processing system features supported by Inter-Tel voice pro-
cessing systems. Features are dependent on the voice processing system, the equipment used,
and the site’s licensing. Contact your local Inter-Tel reseller to determine which voice process-
ing system features are supported on your system.
Automated Attendant
The automated attendant is a programmable feature that can be used to provide an automated
call answering service. Calls can transfer, forward, or directly ring in to an automated atten-
dant. An external voice processing system (Enterprise Messaging or Voice Processing Unit) is
required for the Automated Attendant feature on the Inter-Tel 5000 system.
Calls to Automated Attendant are processed as shown in the following illustration.
Figure 16. Call to Automated Attendant Example
.
CALL TO AUTOMATED ATTENDANT
Automated Attendant answers
and plays a greeting followed by
a menu of options.
Caller does not
select an option
Caller selects option
Caller uses the
Call is sent to
endpoint, hunt
group, Voice
Mail, or opera-
tor destination.
Call is sent to
the Automated
Attendant’s
designated
dial-0 operator.
directory and
can select the
name of
desired party.
Call is sent to endpoint,
hunt group, Voice Mail,
or operator destination.
When an automated attendant answers a call, it plays a recording that gives dialing instruc-
tions. During or after the recording, the caller may then directly dial an endpoint extension
number, Voice Mail access number (if there is no associated mailbox), or hunt group pilot
number. Or, the caller may use the directory to look up the desired extension.
The caller then has the following options:
•
Dial an endpoint extension number: If an extension number is dialed, the call is trans-
ferred to the selected endpoint. If ringback tones are enabled, the caller hears ringing
while the call is being transferred. If ringback is not enabled, the caller hears music. If
the called endpoint is forwarded, the call follows the programmed forward.
•
Dial a hunt group number: When a hunt group number is dialed, the call is transferred
to the selected hunt group. The call rings or circulates according to how the hunt group
is programmed (linear or distributed). If ringback tones are enabled, the caller hears
ringing while the call is being transferred.
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Introduction
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Voice Processing Features
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•
•
Dial the Voice Mail application’s extension number: The caller can reach the Voice
Mail main greeting by dialing the application extension number (access number)
assigned to the Voice Mail feature. The caller can then leave a message as a non-sub-
Mail information.)
Use the directory: If the caller does not know the extension or mailbox number of the
desired party, he or she can spell the name using the dialpad buttons and “look up” the
number in the directory. (This option can be disabled in the database. Or, if there are no
names recorded for the individual mailboxes or for the system’s extension IDs, this
option will not be provided.) Directory names can be sorted by first or last name. (Refer
•
Dial the operator access destination: If the caller needs further assistance, dialing 0
will access the voice processing system’s programmed operator destination. Or, if the
caller is on a rotary endpoint and cannot enter a digit, the call will be automatically
transferred to the operator destination. (The operator access destination is programmed
in the database. There can be separate destinations for day and night modes.)
Due to the natural characteristics of the trunk, the volume level of DTMF
tones transmitted over the trunk may be substantially reduced before
reaching the system and voice processing system. This natural degrada-
NOTE tion in tone volume may adversely affect the reliability of the Automated
Attendant feature. Other factors which can affect Automated Attendant
performance are trunk noise and the quality and strength of the DTMF
tones generated by the off-premises endpoint itself.
Automated Attendant Applications
There are a number of different uses for this feature. Here are two examples:
•
Direct ring-in calls to a busy Attendant could be forwarded to Automated Attendant
(using the Call Forward If Busy feature or system forwarding).
•
Calls could ring in directly to Automated Attendant application’s extension number
when the system is in day and/or night mode.
Automated Attendant Recall Destination
When an endpoint receives a call that has been routed through Automated Attendant, the call is
handled as a transferred, call and the display shows TFR FROM <description>. If the call is
not answered, the call recalls Automated Attendant’s recall destination. The recall destination
is usually the Automated Attendant Recall Destination application which announces that the
called endpoint is unavailable and allows the caller to choose to leave a message (if the end-
point has an associated mailbox) or dial another extension number.
CALL TO AUTOMATED ATTENDANT
Automated Attendant answers and transfers the
call to the destination selected by the caller.
The party receiving the transfer does not answer
before the Transfer Voice Processing timers
expires.
Call goes to the Automated Attendant Recall Desti-
nation where caller selects option.
Call is sent to station’s
associated mailbox
Call is sent to endpoint,
hunt group, Voice Mail,
or operator destination.
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Automated Attendant Applications
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
If the Recall Destination fails to answer a call, it is automatically sent to the recall destination’s
programmed Attendant. If the call is not answered there, it is disconnected after the Aban-
doned Call timer expires.
If an invalid number is dialed, the caller is prompted to enter another number. If a caller fails to
enter a number before the Inactivity Alarm timer expires, the caller is prompted again. The
caller cannot access trunks or enter feature codes through the Automated Attendant applica-
tion. Trunk access codes and feature codes are considered invalid numbers.
Automated Attendant Custom Audiotex Recordings
Custom audiotex recordings are made using the Voice Mail Administrator’s mailbox as
recording number and assigned to the application(s) in DB Programming or using the System
Administrator’s mailbox.
Call Screening Options
Calls transferred from the Automated Attendant or a Call Routing Announcement application
can be screened, announced, or unannounced.
When an Automated Attendant or Call Routing Announcement application receives a call, and
the caller enters an extension number, the phone-programmed Transfer Method determines
how the call is transferred. Transfer Method flags can be programmed in the database by the
service technician, but if allowed in mailbox programming, they can also be programmed by
the mailbox user. Transfer Method options include:
•
Announce Only: The caller is asked to state his or her name. Then the call is trans-
ferred to the associated extension number. When the endpoint user answers the transfer,
the application plays the caller’s name and completes the transfer.
•
Screened: The caller is asked to state his or her name. Then the call is transferred to the
associated extension number. When the endpoint user answers the transfer, the applica-
tion plays the caller’s name. The endpoint user has the options of replaying the name,
sending the call to Voice Mail (if the extension has a mailbox), transferring the call to
another extension, accepting the call, or rejecting the call.
•
Unannounced: The call is transferred to the associated extension number after the
Voice Processing Unit checks the endpoint to determine its status (busy, available, ring-
ing, etc.). This is the default method.
In a network setting, an external voice processing system can provide call screening for a desti-
nation extension on another node. However, the node where the external voice processing sys-
tem is connected must have an off-node device programmed for the destination extension and
access to the remote node.
To receive an Announce Only, Screened, or Unannounced transferred call:
Depending on the Transfer Method programmed for the mailbox or extension ID, one of the
following will occur when a transferred call is received from the automated attendant or a Call
Routing Announcement application:
•
“Announce Only” Calls: When the caller enters your extension number, the system
asks the caller to record his or her name. The Voice Processing Unit then places a pri-
vate call to your endpoint. When you answer, it plays “You have a call from (caller's
name).” It then completes the transfer, and the transferred call rings at your endpoint.
Answer as usual.
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•
“Screened” Calls: When the caller enters your extension number, the system asks the
caller to record his or her name. The Voice Processing Unit then places a private call to
your endpoint. When you answer, it plays “You have a call from (caller's name),” and
gives you the following options:
#
—
To accept the call, press
or the ACCEPT menu button. The call will ring at
your endpoint.
1
—
—
To replay the announcement, press
or the REPLAY menu button.
2
To send the call to voice mail, press
or the SEND TO V-MAIL menu button.
The caller is transferred to your mailbox and hears your personal greeting.
3
—
To forward the call to another extension, press
or the FORWARD menu button.
Then enter the extension number. The call is sent to the other endpoint. If that end-
point has screened or announced transfers, the caller’s name will be played again
for that endpoint.
—
To refuse the call, press
or the REFUSE menu button, or simply hang up. The
caller receives a recording that says you are not available and offers them the
option of leaving a message.
•
“Unannounced” Calls: This is the default method for transferring a call. The call is
transferred to your endpoint without any kind of announcement.
Extension ID
Extension IDs are used in conjunction with transferring calls through the Automated Attendant
or using the Extension Directory. The extension ID allows callers to be transferred to endpoints
and applications that do not have mailboxes. It also allows the endpoint or application to have
a recorded name in the directory. This feature is set up and initialized using Database Program-
ming and Voice Mail features.
If an Extension ID has been created in Database Programming for an endpoint extension num-
ber, either the principal owner of the extension or the Voice Mail Administrator must set up
(initialize) the ID with a new password and record a name for use in the Extension Directory.
At default, the extension ID password is the same as the extension number.
If the Extension ID has not been “initialized,” calls can still be transferred to the associated
extension number. However, they cannot be accessed from the directory. If the Extension ID’s
username has not been recorded, it cannot be heard when callers access the Extension Direc-
more information on initializing Extension IDs.
To provide system security, all extension IDs should have a password. To make
the passwords difficult to guess, they should not match the endpoint’s extension
number or consist of one digit repeated several times. The default password
NOTE
should be changed the first time the user logs in.
Once a password has been set up and the name recorded, the extension owner may access
Extension ID Options which allows the associated directory name and password to be modi-
fied.
If an Extension ID has not been created for a endpoint, callers using Automated Attendant can-
not be transferred to that destination. Instead, these callers will receive a system recording noti-
fying them of an invalid entry and are routed back to Automated Attendant’s main menu.
Individual extension IDs can be programmed as “Private” in Database Programming. A Private
number is included in the directory and can be dialed if the caller knows the number, but the
extension number information is not available to the caller; only the name is played.
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Extension ID
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Extension IDs can also be programmed as “Unlisted.” That means that the number will not be
included in the directory, but can be dialed if the caller knows the extension number.
Calls transferred from the Automated Attendant or a Call Routing Announcement application
to endpoints with extension IDs can be screened, announced, or unannounced. Programming
flags determine the methods used for transferring calls to endpoints with Extension IDs. For
Automatic Fax Detection
This feature is only available when using an external voice processing system,
either EM or VPU.
NOTE
With Automatic Fax Detection, Call Routing Announcement applications and mailboxes can
be programmed to automatically route incoming fax calls to a specified extension or to an e-
mail address.
If the feature is enabled, the mailbox or Call Routing Announcement Application will automat-
ically listen for fax tone.
•
•
A mailbox will listen for fax tones during the mailbox greeting and while a message is
being recorded. If the mailbox detects fax tones, the call will be transferred to the speci-
fied extension or e-mail address. If the tones are detected after a recording has started,
the call will be disconnected.
Call Routing Applications will be able to detect fax tones during the greeting and up to
time-out. The fax tone detection will also be disabled if the caller performs an action
that removes them from the Call Routing Announcement (transferring to an extension,
transferring to a mailbox, etc.).
If the fax card is busy when an incoming fax call is received, the call will be disconnected.
Fax E-mail Requirements
To send faxes to an e-mail address using the Fax-On-Demand feature, the Unified Messaging
Fax Card Requirements
To send and receive faxes, the voice processing system PC must have a fax card installed. This
can be the same fax card that supports the Fax-On-Demand feature. The software will support
up to eight fax ports.
Fax E-mail Message Format
The e-mail message sent by the Voice Mail has the following components:
•
•
To: The TO line contains the recipient’s e-mail address.
From: The FROM line contains the e-mail address of the voice processing system. If
an E-mail Real Name has been programmed for the voice processing system, it will also
be shown on this line.
•
Subject: The SUBJECT line contains the line “Fax received from <source>.” The
source will be the Call Routing Application number or the mailbox number from where
the fax is received, for example: CRA 2505 or MB 1000.
•
•
Received On: The RECEIVED ON line contains the date and time that fax was
received.
FAX.TIF file attachment: The file attachment appears as a file with the name
FAX.TIF. To view the fax, the user must display the TIF file using graphics software.
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Automatic Speech Recognition
The Enterprise Messaging (EM) voice processing system supports Automatic Speech Recogni-
tion (ASR), which allows users to access voice mail, call routing applications, the automated
attendant and the directories by issuing spoken commands instead of dialing digits on their
endpoint. Because ASR is a very flexible feature, it can be enabled or disabled on several dif-
ferent levels. ASR also allows subscribers and non-subscribers to navigate automated attendant
menus, call routing applications, and search the directories using voice commands. When ASR
is enabled for a user’s mailbox, he or she can issue spoken commands to navigate the voice
mail menus. ASR is currently supported on EM voice processing systems only.
If ASR is enabled on a voice processing system, users are prompted to speak or press a digit on
the dialpad to complete a voice mail task. If ASR is not enabled, users are only prompted to
press a digit. When ASR is not enabled, users can still navigate the menus and perform tasks
by pressing the appropriate dialpad digits when prompted.
The following ASR guidelines are provided in the endpoint user guides. Instruct users to fol-
low these guideline for best results when using ASR.
•
•
•
•
When completing a mailbox-related task, either say the command each time or press the
dialpad digits each time. Pressing the dialpad digits will temporarily disable ASR for
the current call.
Use the handset when issuing spoken commands. Your endpoint’s speaker can pick up
background noise and other sounds, which may cause the system to misinterpret a com-
mand.
If your endpoint has a display, voice mail options are shown on the display. If you don’t
hear the command word when the prompt is announced, look at the display for the
appropriate voice command.
When you use the dialpad digits to complete a task, you are sometimes prompted to
#
press
to indicate to the system that you have finished entering digits. It is not neces-
sary to say “Pound” when using ASR. The silence that follows your voice command
#
replaces the
digit.
•
While you are recording a message, ASR is temporarily disabled, therefore you cannot
issue spoken commands to access recording options like pause and erase. If you attempt
to issue a spoken command while you are recording, your recording will include the
command you issued. To access recording options, you must press the appropriate dial-
pad digits.
•
•
You cannot use ASR to set up your e-mail password. For security reasons, you must
enter your e-mail password characters by pressing the appropriate dialpad digits. Enter-
ing passwords this way prevents others from overhearing your password.
If the system cannot interpret your voice commands for three consecutive attempts,
ASR is temporarily disabled by the system for the current call. You can still complete
tasks using the dialpad digits; however, you will no longer be prompted to say a com-
mand.
•
You can temporarily disable ASR for the current call by selecting option eight from the
main menu.
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®
Call Routing Announcement
The Call Routing Announcement application can be used as a simple playback device that
plays a message and then hangs up to disconnect the call. This is especially useful for program-
ming hunt group announcement and overflow endpoints. Or, the Call Routing Announcement
application can use digit translation which allows the caller to press a single digit for access to
a endpoint, hunt group, or mailbox.
CALL TO CALL ROUTING ANNOUNCEMENT
WITHOUT DIGIT TRANSLATION
Call Routing Announcement
answers and plays a recording.
Call Routing Announcement hangs
up. (If this is an announcement or
overflow endpoint, the call returns to
the hunt group.)
CALL TO CALL ROUTING ANNOUNCEMENT
WITH DIGIT TRANSLATION
Call Routing Announcement
answers and plays a greeting
Caller does not
select an option
(Timeout)
Caller selects option
Call is sent to end-
point, hunt group,
Voice Mail, opera-
tor destination, digit
translation node, or
directory as deter-
mined by Timeout
programming.
Call is sent to end-
point, hunt group,
Voice Mail, opera-
tor destination, digit
translation node, or
directory as deter-
mined by digit pro-
gramming.
When a Call Routing Announcement application is used as a hunt group announcement or
overflow endpoint, calls to the application automatically stop circulating through the hunt
group if the caller selects a valid digit translation option. This allows the application to send
the call to other endpoints without the call being “pulled back” into the hunt group when a hunt
group endpoint becomes available and answers the call. However, if the caller does not dial a
valid digit translation option, the call will be pulled back if a hunt group member answers.
Automated Attendant Custom Audiotex Recordings
When accessed, the Call Routing Announcement application will play a custom audiotex
recording and then hang up.
Page 265
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Voice Processing Features
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Call routing announcements are recorded using the Voice Mail Administrator’s mailbox as
use a “custom greeting” number in Database Programming.
Recordings for fax documents should include all dialing instructions. The recording should
state whether documents can be selected by number and/or list all options. If fax delivery times
are set to specific days or times, the recording should also include this information.
Call Screening
Calls transferred from the Automated Attendant or a Call Routing Announcement application
can be screened, announced, or unannounced. Separate programming flags determine the
methods used for transferring calls to endpoints with mailboxes, endpoints with extension IDs,
and extensions without mailboxes or IDs. For details, refer to “Call Screening Options” on
Digit Translation
Digit translation allows callers to dial a single digit to access a designated extension number,
mailbox, or hunt group. Up to 12 digit translation storage locations (#, *, 0–9) are available for
each Call Routing Announcement application. To use digit translation, the Call Routing
Announcement application must have special programming.
After the application is created and programmed, the Voice Mail Administrator’s mailbox is
used to make a custom audiotex recording that explains the options to callers, as described on
to the Call Routing Announcement application. A caller who listens to the Call Routing
Announcement recording can dial the single-digit location number to reach the designated des-
tination. For example, if the hunt group extension for a customer support group is programmed
for digit 3, the recording should say something like, “For customer support, press 3.”
The system provides a choice between Primary and Secondary Language prompts and dis-
plays. The available languages are American English, British English, Spanish, and Japanese.
The system selects the language to use for each call, as determined by the trunk, endpoint, and
voice processing system programming. When using a Call Routing Announcement application
with digit translation, the individual voice processing system applications assigned to the digits
can be programmed to override the device language and provide prompts in one language only.
Using this method, you can program a Call Routing Announcement tree that offers callers a
Digit Translation Nodes
A “digit translation node” is a digit translation destination that allows further digit translation
options. Unlike extension and mailbox destinations, a digit translation node does not move the
call to a specific location. Instead, it offers additional dialing options. A digit translation node
can use any of the Actions, including transfers to other digit translation nodes.
The use of digit translation nodes allows the programmer to create a Call Routing Announce-
ment with several layers to form a digit translation “tree.” The tree can be made up of digits
with destinations and/or digit translation nodes with additional translations. An example of a
Call Routing Announcement application with a multi-layered tree is shown on the next page.
Page 266
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Figure 17. Sample Call Routing Announcement Tree
EXT 2500: “Thank you for calling X Company, if
you know the party’s extension number, you may
dial it now. For a company directory, press #. For
Sales information press 3. For technical support,
press 4.”
CALLER DIALS #
CALLER DIALS A
NUMBER THAT BEGINS
CALLER DIALS 3
CALLER DIALS A
NUMBER THAT BEGINS
WITH 2
CALLER DIALS 4
WITH 1
Company
Directory
Transfer to Sales Node:
Transfer to Hunt Group
2001 (Tech Support)
Call is sent to extension
“To speak to the operator,
press 0. To select Sales infor-
mation by fax, press 1. To
speak to a Sales representa-
tive, press 2.”
number dialed
CALLER DIALS 0
CALLER DIALS 1
CALLER DIALS 2
Transfer to
Operator
Transfer to Extension
2000 (Sales Hunt Group)
Transfer to Node (Sales Info Fax):
“If you know the fax document number,
please dial it now. If you want to speak to
the operator, dial 0. For a product list, dial
2. For a price list, dial 3. For training infor-
mation, dial 4. Then press # to check your
selections and enter your fax number or
press * to cancel.”
CALLER DIALS 0
Transfer to Operator
CALLER DIALS
1997, 1998, or 1999
Fax with that number is selected.
CALLER DIALS 2
CALLER DIALS 3
CALLER DIALS 4
Selects Fax Document 1999 - Product List
Selects Fax Document 1998 - Price List
Selects Fax Document 1997 - Training
End Fax Selections: System requests dialing infor-
mation and send fax, then returns to Main Menu.
CALLER DIALS #
CALLER DIALS *
Cancel Fax Selections: System returns to greeting.
Page 267
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Directories
The following two types of voice processing system directories can be enabled (or disabled) in
the system:
•
The Voice Mailbox Directory is a list of mailbox subscribers, their recorded names,
and mailbox numbers.
•
The Automated Attendant Directory, provided to all Auto Attendant callers, is a list
of all mailbox subscribers and extension ID owners and their recorded names.
The directories can be selected in the following ways:
•
•
•
From the Voice Mail or Automated Attendant main menu: Say “Directory” if Auto-
matic Speech Recognition is enabled.
From the Voice Mail or Automated Attendant main menu: Say “Directory” or press
#
the
button.
Using a Call Routing Announcement application: Press the Digit Translation digit
lation.)
•
As a Voice Mail subscriber: Subscribers can access the directory by saying “Direc-
#
tory” or by pressing
whenever they are prompted to enter a mailbox number.
Nonsubscribers can only use ASR to search the directories if ASR has
NOTE been enabled for the directory. Subscribers can only use ASR to search
the directories if ASR is enabled for the directory and the mailbox.
If a directory is disabled or empty because no names are recorded for any of the system’s mail-
boxes and extension IDs, callers will not hear the prompt that allows access to the directory.
However, if the caller does try to access the directory if it is disabled, he or she will be
instructed that the selection is invalid and returned to the initial instructions.
Recorded names are added to the directories when the owner of the mailbox or extension ID
has initialized the name. If the mailbox or ID is not initialized, the directory will include only
the mailbox number or extension ID number. (Group Lists are not included in either type of
directory.)
The caller can use ASR (if enabled) or press dialpad buttons to enter the name. The application
then plays the closest matching directory name that corresponds to the digits entered by a
caller. Once the name has been played, the system will return a menu of options, including the
following:
•
•
Listening to the previous or next name in the directory
Listening to additional information (This option is not available if the mailbox or exten-
sion ID number has been classified in the database as a “Private” number.)
•
•
•
Spelling a new name
Toggling from a last to first name search mode
Accepting the name
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Locating a Name
Two methods may be used to enter a name using your endpoint’s dialpad digits: Quick Spell
and Exact Spell. Outside callers and endpoint users with nondisplay endpoints and single line
endpoints use Quick Spell. Display endpoints use the Exact Spell method.
•
Quick Spell callers press a single digit (or button) from their endpoint dialpad for each
2
3
. Some characters
, for punctuation
letter or character entered. For example, dialpad button
shows ABC, button
5
6
6
3
7
shows DEF, etc. To enter JONES, you would press
7
9
are not shown on the buttons: for “Q” press
, for “Z” press
1
marks press the
button.
•
Exact Spell callers press the dialpad buttons to enter the name. The number of times a
button is pressed determines which character is entered, as shown on the chart below.
FWD
When adjoining characters are located under the same button, press
once to
FWD
advance to the next character. For example, 5666
“JONES.”
66337777 would enter
Table 39. Quick Spell and Exact Spell Dialpad Entries
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
-
2
&
B
E
H
K
N
Q
U
X
:
3
(
4
)
5
1
2
3
4
5
6
7
8
9
0
1
2
3
4
5
6
7
8
9
0
A
D
G
J
C
F
I
’
!
*
L
O
R
V
Y
.
#
Ñ
S
?
Z
,
M
P
T
W
@
#
After the digits have been entered, the caller presses
to begin the search. The Automated
Attendant application plays the name that most closely matches the digit(s) that were entered.
#
If
is pressed without entering any digits, the caller will hear the first name in the directory.
0
If a user presses
at any time while spelling a name, the system will play a helpful prompt
instructing the caller how to enter a name. (Display endpoint users will receive Exact Spell
instructions; all other users will hear Quick Spell instructions.)
Changing the First/Last Name Search
Each directory can be programmed to be organized by last name or by first name. Callers
accessing a directory receive system voice prompts that ask them to enter the first or last name
of the person for whom they want to leave a message.
If an Executive Display, Professional Display, or Model 8560 phone with menu buttons is used
to access a directory, the caller may switch back and forth from looking up a last name, to a
first name simply by pressing the corresponding menu button. Callers using other Inter-Tel
5
phones or single line phones can press
to toggle between last and first name.
Page 269
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Listening to the Next/Previous Name
After a name has been played, the caller can listen to the previous name in the directory by
1
3
pressing . To listen to the next name, the caller can press
.
The directory lists are circular. That is, when the end of the list is reached, the next name
played will be the first name in the directory. Or, if the caller scrolls to the beginning of the list,
the “previous” name played will be the last name in the directory.
Accepting a Name
When the caller is using the Voice Mail feature and accepts a name, the caller is transferred to
the corresponding mailbox. Then the caller will hear either the subscriber’s recorded greeting,
recorded directory name, or, if no recording has been made, the “mailbox number XXX is not
available” prompt. The caller can then record a message.
If the caller is using the Automated Attendant feature, and accepts the name, the caller is trans-
ferred to the selected destination (endpoint or mailbox) if it is available. If an endpoint exten-
sion is dialed and the destination is not available, the caller is sent to the associated mailbox, if
one exists.
Requesting Additional Information
After a name is selected from the directory, the caller has the option of requesting additional
information. When requested, the mailbox number, extension number, and name are played (if
they have not been disallowed).
Individual mailboxes and extension IDs can be programmed as “Private” in Database Program-
ming. A Private number is included in the directory and can be dialed by a caller who knows
the number, but the associated mailbox and extension number information are not available to
the caller; only the name is played.
Mailboxes and extension IDs can also be programmed as “Unlisted.” That means that the num-
ber will not be included in the directory, but can be dialed if the caller knows the extension
number.
Searching the Voice Mail Directory
To search the voice mail directory by saying the name:
If Automatic Speech Recognition (ASR) is enabled, you are given the option to search for a
name in the directory by saying it. When prompted, say the full name (most accurate results),
first name, or last name of the person you are searching for. The system searches the voice mail
directory and returns a list of names. If ASR is not enabled on your voice mail system, you can
use the dialpad buttons to search the directory (see below).
If one to nine matches are located, you can browse the list of returned names
and select the correct name from the list. If the system locates 10 or more
matches, you are prompted to say “First” or “Last” to limit your search to a first or
NOTE
last name.
To search the directory using the endpoint’s dialpad digits:
1.
2.
3.
Dial the Voice Mail access number. You hear the recorded system greeting.
#
Say “Directory” or press
for Directory Services.
The buttons on your endpoint are labeled with letters. Use Quick Spell (non-display
endpoint or single line) or Exact Spell (display endpoint) to enter the desired name, as
#
selecting a name, press
. (If you want to exit from the directory without
or hang up.)
Page 270
Listening to the Next/Previous Name
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4.
The Voice Mail application will play the selected name. Do one of the following:
#
•
•
•
Say “Accept” or press
to accept a name.
to hear the previous name in the directory.
to hear additional information for the selected name (if
1
Say “Previous” or press
2
Say “More” or press
allowed).
3
•
•
•
Say “Next” or press
Say “New” or press
to hear the next name in the directory.
and say or spell a new name to search for a different name.
to exit the directory.
4
Say “Cancel” or press
EM Directories
Directories contain a list of extensions or mailboxes and the names programmed for them. The
following directories can be enabled (or disabled) in the system:
•
The Mailbox Directory is a list of mailbox subscribers, their recorded names, and
mailbox numbers.
•
The Automated Attendant Directory is a list of all mailbox subscribers and extension
ID owners and their recorded names.
NOTE Group Lists are not included in either type of EM directory.
The directory function is accessible to all incoming callers and voice mail subscribers. The
directory is built automatically through the voice mail subscribers and extensions. Recorded
names are added to the directories when the mailbox or extension ID owner has initialized the
name. The directory also includes extensions that do not have a voice mailbox, if the extension
is programmed with an Extension ID. If the mailbox or ID is not initialized, the directory will
include only the mailbox number or extension ID number.
The ASR feature allows callers to search the directory and make calls to endpoints more effi-
ciently. If ASR is disabled, callers must use their dialpad to spell the name of the endpoint user,
department, or group that they were searching for. When ASR is enabled, callers can search the
directory by saying the name of the endpoint user and the directory will search and locate a
match.
Private Numbers: Individual mailboxes and extension IDs can be programmed as “Private” in
DB Studio. A Private number is included in the directory and can be dialed by a caller who
knows the number, but the associated mailbox and extension number information are not avail-
able to the caller; only the name is played.
Unlisted Numbers: Mailboxes and extension IDs can also be programmed as “Unlisted.” That
means that the number will not be included in the directory but can be dialed if the caller
knows the extension number.
Directory Access: Callers can access the directory in the following ways:
•
From the voice mail or Automated Attendant main menu:
—
—
—
EITHER, say “Directory”
#
OR, press
OR, press the DIRECTORY menu button
•
From a Call Routing Announcement application, say or press the digit assigned through
Digit Translation for directory access. For a detailed explanation of digit translation,
If a directory is disabled or empty because no names are recorded for any of the system’s mail-
boxes and extension IDs, callers will not hear the prompt that allows access to the directory. If
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
#
the caller presses
or a Directory menu button anyway, the prompts states that the selection
is invalid and the initial instructions are repeated.
Searches: With the voice mail directory, subscribers and non-subscribers can use speech rec-
ognition (if ASR is enabled) or dialpad digits (if ASR is disabled) to search for names in the
directory. Subscriber names are automatically added to the directory when the user’s mailbox
is initialized. ASR may not be able to locate names that are pronounced differently than they
are spelled. For these types of names, use the alternate search method of spelling the name
A caller begins a directory search by selecting the directory option from the menu. The caller is
prompted to say or spell the last name of the mailbox user they would like to locate. When the
caller searches for a name, the directory locates all matches (first and last names) for the name.
For example, if the caller searches for the name John, the system locates all of the subscribers
in the system with the first or last name of John. The list of matches might include the names
John Smith, John Jones, John Nielson, David John, Robert John, etc.
When one to 10 matches are located, the caller can browse the list of returned names by select-
ing the Previous (say “Previous” or press
) and Next (say “Next” or press
) options. The
1
3
directory lists are circular. That is, when the end of the list is reached, the next name played
will be the first name in the directory. When the correct name is played the caller says “Yes” or
presses
to select it. If the caller is a subscriber using a display endpoint, the names match-
#
ing the search are displayed, and the caller can select a name by pressing the corresponding
menu button.
If the system locates more than 10 matches, the caller can either browse the list using the
options mentioned above, or filter the list by responding to the filtering questions generated by
the system. To narrow the search, the system prompts the caller to indicate whether the name is
the first or last name. After the caller has responded, the system returns a list of names that cor-
responds to the caller’s filter parameters. If the system cannot locate an exact match, it returns
the closest match found.
Additional Information: After the caller accepts a name from the directory, he or she has the
2
option of requesting additional information by saying “More” or by pressing
. When
requested, the system plays the mailbox number, extension number, and name (if they have not
been disallowed).
To perform a directory search:
1. Dial the voice mail number.
2. Say “Directory” or press
.
#
3. Say the last name of the person you are searching for or press the appropriate dialpad
If 10 or fewer matches are located, you can access and browse the list immediately
If the list contains more than 10 matches, you have the option to browse or filter the
4. If 10 or fewer matches are located, you have the following options:
•
•
•
•
•
•
Say “Yes” or press
Say “Previous” or press
Say “More” or press
Say “Next” or press
Say “New” or press
Say “Cancel” or press
to accept the name that is played.
#
to browse to the previous name in the list.
1
to hear more information about the subscriber.
to browse to the next name in the list.
to search for a new name.
2
3
4
to exit the directory.
*
Page 272
EM Directories
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5. If more than 10 matches are located, the system prompts you to browse or filter the list.
Do one of the following:
•
•
Say “Yes” or press
Say “No” or press
lowing filter questions:
to select the filter option and then respond to one of the fol-
1
2
–
The system begins by asking you if the name you are searching for is the last
name. If it is, say “Yes,” press , say the last name, or spell the last name.
1
–
If you did not respond to the first question, the system asks if the name you
are searching for is the first name. If it is, say “Yes,” press
name, or spell the first name.
, say the first
1
After the list has been filtered by first or last name, a smaller list of names is returned.
To use the dialpad buttons to spell a name: When prompted, press the appropriate dialpad
buttons to spell the name. The number of times a button is pressed determines which character
is entered, as shown in the digit map table below. When adjoining characters are under the
FWD
FWD
same button, press
to advance to the next character. For example, 5666
66337777 enters “Jones.”
Table 40. Dialpad Alphanumeric Coding Layout
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
-
2
&
B
E
H
K
N
Q
U
X
:
3
(
4
)
5
1
2
3
4
5
6
7
8
9
0
1
2
3
4
5
6
7
8
9
0
A
D
G
J
C
F
I
‘
!
*
L
O
R
V
Y
.
#
ñ
S
?
Z
,
M
P
T
W
@
Outside caller search method: Outside callers must use the “Quick Spell” method of search-
ing the directory, if ASR is not enabled. When an outside caller accesses the voice mail direc-
tory, he or she is prompted to press the digits on the dialpad that correspond to the name they
2
3
are searching for. For example, dialpad button
corresponds to ABC, button
corresponds
. The system
5
6
6
3
7
to DEF, etc. To enter the name “Jones,” the caller would press
finds the closest match based on the caller’s entry.
7
9
1
NOTE
Press
for “Q,”
for “Z,” and
for punctuation marks.
Page 273
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When the caller accepts the directory name from voice mail, the caller is transferred to the cor-
responding mailbox. After the transfer the caller either hears the subscriber’s recorded greet-
ing, their recorded directory name, or, if no recording has been made, the “mailbox number
XXX is not available” prompt. The caller can then record a message.
When the caller accepts the directory name from the Automated Attendant, the caller is trans-
ferred to the selected destination (endpoint or mailbox) if it is available. If the destination is not
available, the caller is transferred to the associated mailbox, if one exists.
E-mail Reader
The EM voice processing system supports E-mail Reader which, if enabled, provides access to
voice mail, e-mail, and fax messages that are located in an advanced mailbox. E-mail Reader
uses Text-to-Speech (TTS) capabilities to convert the text in an e-mail message to a .wav file.
When the user accesses an e-mail message, E-Mail Reader announces the e-mail according to
the envelope options that the user set. Then, after the envelope is played, E-mail Reader reads
the text in the body of the message. Additional options for e-mail messages include reply, for-
ward, save, and delete. E-mail Reader is supported only on EM voice processing systems.
When the user accesses a fax message, E-mail Reader announces the fax envelope according to
the envelope options that the user set up. Because a fax message is received by the e-mail
server as an attachment to an e-mail message in the form of a .tif file, E-mail Reader cannot
read the text in the body of the fax. To view a fax and read it, users must access it from their e-
mail account. Fax options include saving, deleting, and forwarding to another fax machine.
For detailed information about using standard voice mailboxes and advanced mailboxes with
E-mail Reader capabilities, see the appropriate endpoint user guide.
Fax-On-Demand
The Fax-On-Demand feature provides fax services to callers. It is a specially programmed Call
Routing Announcement application that uses digit translation to allow callers to select the doc-
uments they want to have faxed to them.
With Fax-On-Demand, callers can use a DTMF endpoint to request one or more documents
from the company’s fax library, the library that is also used in the Unified Messaging faxing
feature. When the request is completed, the voice processing system places a call to the caller’s
fax machine to deliver the requested documents.
The Fax-On-Demand process is shown in the following steps:
1.
The caller reaches the Call Routing Announcement application either through direct
ring-in or transfer.
2.
After listening to the introductory recording, the caller selects a document by entering a
document number or using digit translation, depending on digit translation node pro-
gramming. If the document is selected by number, the system will ask the caller to ver-
ify the entry by pressing #. If the number is invalid, the system alerts the caller and
returns to the introductory recording.
3.
The system checks the availability of the document, and one of the following occurs:
•
If the document is available, the system tells the caller how many documents have
been selected and how many more documents can be requested (as determined by
the Maximum Selections Allowed value in the database). It then returns to the
recording to allow the caller to select more documents or end the selection process.
If the document has been deleted or is being updated, the caller is told that the doc-
ument is unavailable and returns to the recording.
•
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4.
If desired, the caller selects additional documents, and the system checks for their avail-
ability as described above. If the maximum number of allowed documents has been
reached, the system informs the caller and gives the option of returning to the greeting
or ending the selection process. If a caller selects the same document more than once,
the system informs the caller of the error and allows another selection.
5.
6.
If desired, the caller can cancel the document selections at this point by pressing the
Cancel Fax Selections digit (usually *). However, once the next steps are completed,
the faxes will be delivered.
When the caller ends the selection process by pressing the End Fax Selections digit
(usually #), or reaches the allowed maximum number of documents, the system
requests fax dialing information from the caller.
7.
8.
The caller enters and verifies his or her extension number (to be printed on the cover
sheet) and the caller’s fax machine phone number.
The system checks the entered number, and one of the following occurs:
•
•
•
If the number is valid, the system tells the caller when the document will be deliv-
ered (this depends on the programmed fax delivery times in the voice processing
system database) and returns to the recording.
If the number cannot be dialed by the Message Notification/Retrieval application
due to toll restrictions, the system tells the caller that the number cannot be dialed
and asks for a new number.
If the caller enters an invalid number, the system tells the caller the number is
invalid and asks for a new number.
9.
The caller hangs up or returns to step 2 to select more documents. (If more documents
are selected and canceled, the documents that were selected and accepted previously
will still be sent. Each time the caller accepts the documents and enters the dialing
information, the documents are prepared for transmittal. They cannot be canceled after
that point.)
10. The Message Notification/Retrieval application places a call to the caller’s fax machine
as soon as a fax port is available, unless one of the following occurs:
•
If the fax was requested outside of the programmed fax delivery times, the system
will wait until the Fax Delivery Start Time on an allowed day of the week before it
attempts to send the document. The Fax Delivery Start and Stop times determine
when faxes can be sent. Start and stop times can be set to any time period, up to 24
hours. The programmer can also determine which days of the week faxes will be
sent.
•
•
•
•
If other calls are going out and the programmed Maximum Number of Outgoing
Calls has been met, the system waits for an available outgoing call to send the fax.
If a fax port or trunk is not available or if a requested document is not available,
the system delays delivery until the resource or document is available.
If a requested document has been deleted, the system will complete the delivery,
but will indicate on the cover sheet that the document is no longer available.
If a fax delivery fails after one or more pages have been transmitted, the system
remembers which pages were not sent and tries again to send only those pages. For
example, if the transmission failed in the middle of page 3 of 5, the system would
attempt to send only pages 3, 4, and 5 on the retry. The cover sheet on the retry will
say, “This fax is the continuation of...” and the description for the fax will include
“continued” in the title.
Documents are stored in the fax library using the System Administrator’s mailbox. To do so, a
fax machine places a call to the System Administrator’s mailbox and sends the document. For
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Fax-On-Demand transmits a cover sheet with each faxed document that includes the recipient’s
extension number, your company name (as programmed in the database), the date, the number
of pages to be sent, and a list of included documents. If you want, you can store a company
logo to be used on the cover sheet. The logo can be up to 5.5 inches high; if it is larger, the sys-
tem automatically cuts it off at 5.5 inches. The logo document is stored, like other fax docu-
ments, using the System Administrator mailbox.
If you have several fax documents, you may want to create and store a “catalog” document that
callers can request before continuing their selections. For example, the catalog can include the
document number, title, description of the contents, number of pages, and last revision date for
each document.
Fax documents can be saved and restored using the Voice Processing Save And Restore data-
base program. The system Save And Restore operation has no effect on fax documents. How-
ever, if the system database is defaulted, all fax documents are deleted.
The digit translation node used for fax document selection should have a greeting that explains
how to select documents. For example, it can say something like, “Welcome to Fax-On-
Demand. For a product list, press 1. For a price list, press 2. When you have made your selec-
tions, press # to continue. Or, to cancel your selections, press *.” Or, you can use a series of
digit translation nodes that break the document selection into categories and/or allow callers to
dial individual document numbers. If fax delivery times are set to specific days or times, the
introductory recording should also include this information.
Record-A-Call
NOTE The Record-A-Call feature is required to use Record-A-Call.
If the voice processing system has a Record-A-Call application, the users can enter a feature
code to record ongoing calls in their designated Record-A-Call mailboxes. Users can retrieve
the recorded messages later, just as they would any other mailbox message.
The Record-A-Call mailbox records the call as a Voice Mail message. All parties will be
included in the recording. If desired, the Record-A-Call mailbox can be programmed to play a
message announcing that the Record-A-Call feature is in progress. There can be separate mes-
sages for day and night modes.
A Record-A-Call tone can be programmed to alert callers at the beginning of the recording.
Also, it can be programmed to beep periodically throughout the recording.
There are two ways an endpoint can be programmed to use this feature:
•
•
The endpoint can use its personal mailbox, or any other mailbox, as the assigned
Record-A-Call mailbox. No other mailbox can be selected. (This is the default pro-
gramming for all endpoints.)
The endpoint can be programmed with a default mailbox, but with the option of select-
ing a different mailbox. If the user chooses to not enter a mailbox number, the system
automatically selects the default mailbox.
When the requesting endpoint user hangs up, all parties are automatically disconnected. If all
parties on the call hang up, except the requesting endpoint user, an intercom call will remain
connected between the requesting endpoint and the Record-A-Call application. This allows the
user to make additional comments before ending the recording.
When the endpoint user turns off Record-A-Call or ends the call being recorded, the voice pro-
cessing system delivers the message to the mailbox. The endpoint associated with the mailbox
will receive message waiting indications as usual. For message retrieval instructions, refer to
the appropriate Inter-Tel endpoint user guide.
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The service technician can set a maximum length for Record-A-Call messages. The Record-A-
Call Maximum Message Length timer can be set at 0–600 minutes. A 0 setting allows mes-
sages of any length, limited only be the available disk space. The default is 30 minutes.
In a network setting, the Record-A-Call destination does not have to be on the same node as
the endpoint, but the voice processing system must have a mailbox for that endpoint.
Scheduled Time-based Application Routing (STAR)
Scheduled Time-based Application Routing (STAR) allows you to have applications with alter-
nate greetings and/or different programming set up for holidays, weekends, and other sched-
uled events.
A STAR application is basically a “routing table” for voice processing system applications.
When a direct ring-in call (from a trunk group or call routing table) rings in to a STAR applica-
tion, it sends the call to another application, according to its programmed schedule. The caller
will not be aware of this transfer, but will hear the programmed day or night greeting for the
destination application. The STAR application itself does not play a greeting.
STAR can be used with any type of application except Auto Attendant Recall and Record-A-
Call. You can even send calls from one STAR application to another, thereby “chaining” the
applications to increase the number of available schedules.
A STAR application can contain up to 20 scheduling entries with the following fields:
•
Application: This is the application (call routing announcement, Automated Atten-
dant, etc.) that is used when the scheduling information applies to the incoming call.
•
Start/Stop Date: If the schedule is going to be active on a single day or for a period of
days, it will have Start and Stop Dates. (To have the schedule active on only one day,
the Start and Stop Dates can be the same day.)
•
•
Days of the Week: The schedule can be used on specific days of the week.
Specific Times or Day/Night Mode: The schedule can be set to be active for a specific
period of time on the selected day(s). Or, it can be set to be active in day or night mode.
The following chart shows several samples of STAR entries. Note that there are two entries for
Labor Day and Memorial Day, and that Christmas Day and Christmas Holiday overlap.
Table 41. STAR Programming Entries
ENTRY
DESCRIPTION
DATE
DAY
TIME INTERVAL
DAY/NIGHT
APPLICATION
2600
1
2
Labor Day
Sep 1
Sep 1
10:00 AM–2:00 PM
Labor Day
Both
2601
3
Memorial Day
Memorial Day
Christmas Day
Christmas Holiday
Weekends
May 30
8:00 AM–5:00 PM
5:00 PM–8:00 AM
2605
4
May 30
2606
5
Dec 25
Both
Both
Both
2607
6
Dec 24 - Jan 2
2608
7
Sat, Sun
M - F
2612
8
Lunch Break
Night Shift
11:00 AM–1:00 PM
2613
9
M - F
Night
Day
2614
10
Day Shift
M - F
2615
The first entry in the table is checked first, and so on, until a match is found. So it is important
that you program the applications in the correct order.
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For example:
•
The Labor Day entry, with a specific time, comes before the Day/Night entry so that a
different message is played from 10:00 AM to 2:00 PM only.
•
•
The early time intervals come before the later intervals on Memorial Day.
Dec. 25 comes before the range of dates Dec. 24–Jan. 4 so that the special holiday mes-
sage will be played on that day only.
Once a match is found, the application corresponding to the matched entry is invoked. If no
match is found, the application programmed in the “Default Application” field is used.
When programming the days and times, be careful not to overlap. For example, if you place a
date entry for Dec. 25 after a day of the week entry for Monday, and Christmas falls on a Mon-
day, the “Monday” application will be selected instead of the “Dec. 25” application.
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Voice Mail
The Voice Mail feature allows callers to send and receive recorded messages from any end-
point or DTMF endpoint. (Dial pulse signaling is not recognized by the voice processing sys-
tem. Callers using dial pulse endpoints will be routed to the Voice Mail application’s Dial-0
Destination for assistance.)
Voice Mail and Message Notification/Retrieval Applications
Two types of applications are combined to provide the Voice Mail feature: Voice Mail and
Message Notification/Retrieval.
•
Voice Mail: This application
handles all calls that are directed
to Voice Mail (other than the
Message Notification/Retrieval
application) placed by subscrib-
ers and nonsubscribers. Callers
will hear the main company
greeting, followed by a menu of
available options. Endpoints can
forward or transfer calls directly
to their mailbox using this appli-
cation’s extension number. This
application can also be the mes-
sage center for the subscribers’
endpoints.
CALL TO VOICE MAIL
Voice mail answers and plays a
greeting followed by a menu of
options.
Caller does not
select an option
Caller selects option
Caller uses the
Call is sent to
mailbox. Or a
subscriber
enters his own
mailbox.
Call is sent to
the Voice Mail
designated
directory and
can select the
name of
dial-0 operator.
desired party.
Call is sent to selected mailbox.
•
Message Notification/Retrie-
val: Only one Message Notifi-
cation/Retrieval application may
be created for the system. When
endpoint users respond to mes-
sage indications left by Voice
Mail, they reach the Message
notification/Retrieval applica-
tion and are prompted only for
their password.
MESSAGE IS LEFT IN A MAILBOX
Voice mail leaves a message waiting indica-
tion at the endpoint designated as the mes-
sage notification endpoint for the mailbox.
Endpoint user responds to message indica-
tion (presses MSG button or enters feature
INTERCOM CALL IS PLACED TO
MESSAGE NOTIFICATION/RETRIEVAL
APPLICATION (Alternate Message Source)
Endpoint users and outside callers gain
access to the Voice Mail application in
the following ways:
•
By dialing the phone number or
extension number assigned to
the Voice Mail application
Endpoint user is prompted for
the password to his mailbox.
•
•
•
By being transferred to Voice
Mail by Automated Attendant
By being forwarded to the Voice Mail when a called endpoint is unavailable (via the
Call Forwarding or System Forwarding features)
By responding to Message Waiting indications
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Callers will hear the Voice Mail company greeting and recorded instructions that tell them
what to do next. Users simply listen to the prompts and press the dialpad button that corre-
sponds to the desired choice. If the user does not respond immediately, a second set of prompts
is played.
Most prompts are interruptible, and users can press the desired button at any time during the
prompt. The prompt will then stop and the system will act on the requested choice.
Mailboxes
A mailbox is a storage location on the voice processing system PC hard disk that stores all
messages that have been directed to it. (The hard disk also stores prompts, greetings, and spe-
cial programming.) Each “Subscriber” (member of the voice message system) is assigned a
unique mailbox number. At system default, the passwords are the same as the mailbox num-
bers. (For example, the default password for mailbox 1001 is “1001.”)
There are three types of mailboxes on the Voice Mail system: Standard, Receive-Only and Sys-
tem Administrator. There can also be Extension IDs which are endpoints that do not have mail-
boxes, but that are included in the recorded directory.
•
The Standard mailbox owner receives all of the available subscriber options as autho-
rized through database programming. Standard mailbox features include:
—
Listening to new messages
— Recording and sending messages
— Deleting and restoring messages
— Saving messages
— Personal options (greeting, password, etc.)
— Remote messaging (if authorized through database programming)
•
•
A Receive-Only mailbox type may only listen to new messages, save, delete, or recover
them and access personal options. This type of mailbox is restricted from recording and
sending messages and has no access to remote messaging.
There can be only one Voice Mail Administrator. The Voice Mail Administrator has all
of the options a Standard mailbox subscriber has, plus these features:
— Record and send broadcast messages to all subscribers of the Voice Mail system
— Provide mailbox and group list maintenance
— Record and select Custom Audiotex Recordings
•
Extension IDs are used in conjunction with transferring calls through the Automated
Attendant or using the Extension Directory. The extension ID allows callers to be trans-
ferred to endpoint extensions which do not have mailboxes and allows the endpoint user
to record a directory name and set up a password.
Calls transferred from the Automated Attendant or a Call Routing Announcement application
to a endpoint with a mailbox can be screened, announced, or unannounced. Separate program-
ming flags determine the methods used for transferring calls to endpoints with mailboxes.
During database programming, each mailbox is assigned a dial-0 operator destination. When a
0
caller presses
while listening to the mailbox’s personal greeting or recording instructions,
or while recording a non-subscriber message, the operator destination is called. The operator
can be one of the following types:
•
Mailbox: If the operator is a mailbox, the caller will hear the operator destination’s per-
0
sonal greeting after pressing
.
•
Endpoint extension number: If the operator destination is an extension number, the
caller will hear the Automated Attendant transfer prompt while the call is placed to the
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extension number (“Please hold while I transfer your call to...”), unless it has been dis-
abled at the mailbox. If the endpoint user does not answer, the caller will be asked if he
wants to leave a message, if the operator’s extension has an associated mailbox. If the
caller chooses not to leave a message, the call returns to the main menu of the applica-
tion being used (Call Routing Announcement, Voice Mail, or Automated Attendant).
•
•
•
Application extension number: If the operator destination is an application’s exten-
sion number, the call is transferred to that application’s main menu.
Operator: If the operator destination is set to “Operator,” the caller will be transferred
to the operator destination programmed in the voice processing system database.
0
None: If the operator destination is set to “None,” the
will be ignored.
Group Lists
Group lists are programmed in the database. They are lists of mailboxes that can be used by
any Subscriber for sending messages to several mailboxes simultaneously. The information
that is programmed for group lists include the following:
•
•
•
Group list description
Group list number
Mailboxes included in the list
There can be up to 1000 group lists in the system and up to 1500 entries per group list.
Group Lists are not included in the Automated Attendant or Voice Mail directories.
Instructions for using group lists are provided in the appropriate endpoint user guides.
Message Notification to Endpoints
Each mailbox has a programmed Message Notification Endpoint. This is usually the extension
number that matches the mailbox number (associated mailbox). However, a different number
can be used for the mailbox’s message notification endpoint (non-associated mailbox).
•
Associated: When the extension number, message notification number, and mailbox
number for an endpoint all match, that endpoint user can forward calls to Voice Mail
and have the call go directly to the associated mailbox’s personal greeting. (Even if
other mailboxes use that extension number as their message notification extension.)
•
Non-Associated: The extension number assigned as the Message Notification Endpoint
for a non-associated endpoint is an extension number that does not match the mailbox
number. (For example, a hunt group pilot number can have a mailbox, but the message
notification must be sent to a specific endpoint so that a message lamp can be lit or
message notification signal can be sent.) If an endpoint user’s extension number does
not match a mailbox number, and the endpoint user forwards calls to Voice Mail, the
caller will hear the main Voice Mail greeting and must enter a mailbox number.
When a mailbox receives a message, the message notification endpoint is signaled. If it is an
MSG
Inter-Tel endpoint, the
button is lit and the display shows that a message has been
received. A single line endpoint will receive message waiting signals, if enabled system-wide.
Cascading Remote Message Notification
Remote Messaging is a subscriber feature that is enabled through database programming. Sub-
scribers may program a series of specific phone numbers, a “cascade,” for the Voice Mail sys-
tem to call when new messages are received by their mailboxes. Refer to the appropriate user
guides for instructions on using cascading remote message notification.
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Primary and Alternate Notification
Each mailbox can have a Primary and/or an Alternate notification cascade of numbers. The
notification numbers are programmed to be accessed during specific days and times.
The Voice Mail system monitors subscriber mailboxes continuously. During monitoring, if new
messages have been received, the system will check to see if Primary notification is turned on.
If it is, the system will check the day and time programming. If the current time is within the
programmed notification day and time, the Voice Mail system will make the notification call(s)
to the numbers in the Primary Notification cascade. If Primary Notification is turned off or if
the day or time does not match, the Voice Mail system will immediately make the same check
for Alternate Notification and possibly place calls to the numbers in the Alternate Notification
cascade.
When the voice processing system makes a notification call, it moves through the appropriate
notification cascade level by level as determined by the notification and retry programming
described below. When the system reaches the last level in the cascade, it will return to level 1
and begin again, if necessary.
If the system is not able to place the call within the parameters of the programmed notification
day and time (due to busy facilities or invalid programming), the mailbox will receive a mes-
sage stating that notification could not be completed (the mailbox owner will hear the message
next time he or she accesses the mailbox.)
The number of calls that the voice processing system can process simultaneously is determined
by the Maximum Number of Outgoing Calls flag. It defaults to 2, but can be programmed to
use all of the enabled voice processing system voice channels.
Message Flags
When the mailbox is being programmed for remote notification, message notification can be
set to place the notification call when any message is received or only when priority messages
are received. (This defaults to “All Messages.”) Another mailbox flag, called “Call For Each
New Message,” determines when the voice processing system will attempt to make the notifi-
cation call when more than one message is waiting to be heard:
•
•
If the Call For Each New Message flag is enabled, the voice processing system will
attempt immediate notification each time a new message (or priority message, depend-
ing on the option selected) is received, regardless of the status of the applicable retry
timer. If a retry is in progress, it will place the call to the number on the cascade table
that would have received the retry call, as described below. (For example, if the voice
processing system was on level 3 of a cascade, attempting retries, it will not start over
again at level 1. It will place the call to level 3.)
If the Call For Each New Message flag is disabled, new messages will not generate a
remote notification attempt until the Subscriber has logged on and listened to the wait-
ing message(s). (However, retry calls will be attempted if the applicable retry timer
expires, as described below.)
Retry Call Attempts
The mailbox can be programmed to retry notification calls when it encounters a busy trunk or
trunk group. Each cascade level can be programmed with a Number of Call Attempts value of
1–1000 calls.
If the mailbox user accesses the mailbox between the time the message is received and when
remote notification is successful, the system will stop attempting remote notification. It is
assumed that the mailbox user listened to the message when the mailbox was accessed. How-
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MSG
ever, the
button at the endpoint will remain lit if there are any messages that have not
been heard.
Each level also has a Number Called Busy timer and a Pager Notification Retry timer or Per-
sonal Number No Answer timer. These timers determine how long the voice processing system
will wait before making the next notification attempt when messages are waiting to be heard
(unless it is overridden by the Each New Message flag). These timers can be set to a value of
0–255 minutes. If set to 0, it retries the cascade level immediately, for as many attempts as
allowed by the Number of Call Attempts field. If the message(s) has not been picked up by
then, the system moves to the next cascade level. The default setting for the Pager Notification
Retry timer is 20 minutes. The Number Called Busy and Personal Number No Answer timers
default to 5 minutes.
The 0-minute timer value should be used cautiously. If the system is forced to
make several calls in quick succession, it will impair the voice processing sys-
tem's ability to place other outgoing calls. It should be used primarily with cas-
cades in which all of the members want to receive notification at approximately
the same time. In this case, all levels except the last could be set to 0-minute
NOTE retries with 1 allowed call attempt. However, the last level in the cascade should
be programmed with a longer Pager Notification Retry timer so that the system
does not continuously cycle through the cascade levels. (Continuous cycling is
also prevented somewhat by a per-mailbox 15-call limit. Due to FCC regulations,
the voice processing system can allow a mailbox to make only 15 calls in rapid
succession without a 10 minute pause.)
Notification Numbers
Each cascade level has a programmed notification number that can be an extension number or
an outside phone number.
When an outside phone number is used, the system will access an outgoing trunk using the
code programmed for that level. The code contains a pre-programmed trunk access code and
followed by an outgoing access termination feature code, if needed.
Notification calls to outside phone numbers can be sent to a pager or to a number where a per-
son will answer (personal number).
•
If the call goes to a pager, the system will dial the programmed Pager Dial String, then
disconnect the call. The dial string should include any digits that the paging company
requires when the call is answered, the pager LCD number, and the pager termination
code, if needed. Also, if desired, the pager string can be programmed to show the num-
ber of the mailbox that placed the call and/or the number of waiting messages in the
mailbox.
•
If the call goes to a personal number, the system will play a prompt announcing that the
call is from Voice Mail, play the directory name or mailbox number that originated the
call, and play user instructions. The listener can then enter the mailbox number’s pass-
word to gain access to the mailbox and hear the message. The listener has three chances
to enter a correct password. If the system receives an incorrect password three times,
the Voice Mail system will disconnect the call immediately, and the attempt is consid-
ered unsuccessful.
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Subscriber Features
Before subscribers can use voice mail, they must set up their mailbox. Mailbox setup and con-
figuration options include:
•
•
•
•
•
•
•
•
•
•
Initializing a mailbox
Setting up an e-mail password (if E-Mail Reader is enabled)
Recording personal greetings
Recording a directory name
Changing a password
Changing a message envelope
Programming remote messaging
Changing the call screening transfer method
Programming a fax destination
Changing the message search order
After the subscriber’s mailbox is configured, mailbox tasks include the following:
•
•
•
•
•
•
•
Accessing a mailbox
Disabling and enabling ASR (if ASR is enabled)
Accessing voice mail messages
Accessing e-mail, and fax messages (if E-Mail Reader is enabled)
Recording and sending voice messages
Canceling unheard voice messages
Recovering deleted messages
Instructions for all of the subscriber tasks are located in the endpoint user guides. In addition to
instructions for the tasks listed on the previous page, endpoint user guides contain frequently-
asked questions, guidelines for using ASR, information about using E-Mail Reader, and flow-
charts for the standard voice mailbox and the advanced mailbox.
For the appropriate user guide for voice mail and mailbox information, refer to “Phone User
Unified Messaging
The Unified Messaging (UM) feature links the voice processing system with e-mail and/or pro-
vides outgoing fax capabilities. The Voice Processing Unit (VPU) uses Unified Messaging ver-
sion 2.2. The Enterprise Messaging (EM) voice processing system uses UM version 2.3. The
following sections provide information on each version.
NOTE Unified Messaging is not supported in Basic Voice Mail (BVM).
Version 2.2 Description
The following three levels of Unified Messaging features are included in v2.2.
•
Level 1 Voice Mail As E-mail Attachments: This provides users the ability to receive
a Voice Mail message as an e-mail message with a voice attachment. The voice attach-
ment will be in the form of a “wave” (.wav) file that can be played on any computer
equipped with a sound card, speakers, and multimedia software (such as Sound
Recorder). Users can choose to receive the messages as Voice Mail and e-mail (Copy &
Forward) or as e-mail only (Forward Only). The e-mail server can use SMTP\POP3,
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VIM, MAPI protocol. The number of users with Level 1 is limited by a security button
attached to the voice processing system PC.
•
•
Level 2 with Microsoft Outlook/Exchange: To use this voice processing system level,
the mailbox E-mail Gateway field must be programmed for Unified Messaging, and the
user’s PC must have Microsoft Outlook/Exchange and the Unified Messaging Client
software installed. Voice mail messages are sent to the Voice Mail server and are stored
on the voice processing system. This allows the user to play the messages using the
Inter-Tel endpoint speakerphone or the PC’s speakers. The number of users with Uni-
fied Messaging is limited by a security button attached to the voice processing system
PC.
Level 3 with Microsoft Outlook/Exchange and Outbound Fax: This level is the
same as Level 2, with outbound fax server features added. Use of the outbound fax
server functionality does not require a mailbox, only the Microsoft Outlook/Exchange
and Unified Messaging Client software. Therefore, the number of outbound fax users is
not limited by the security button; only the number of mailboxes with Unified Messag-
ing enabled are limited.
Level 1
When a mailbox receives a Voice Mail message or uses the Voice Mail Record-A-Call feature,
one of four things can occur, depending on how the mailbox’s E-Mail Gateway field is pro-
grammed.
•
If the field is programmed to DISABLED, the Voice Mail or Record-A-Call message is
delivered to the mailbox just as normal and no e-mail is sent.
•
If the field is programmed to FORWARD ONLY, the voice processing system will con-
vert the Voice Mail or Record-A-Call message to an 8-bit WAV file, build an e-mail
message, attach the WAV file, and send the e-mail message to the address specified in
the mailbox’s E-mail Address field. Once the e-mail message is sent, the original mes-
sage will be deleted from the mailbox. (If the e-mail message cannot be delivered to the
specified address, it will be stored as a Voice Mail message in the mailbox and will not
be deleted.)
Mailboxes programmed for FORWARD ONLY cannot use the Remote
Notification feature. Because all messages are automatically sent to the E-
mail Address, there is no Voice Mail message to trigger the Remote notifi-
NOTE
cation.
•
If the mailbox’s E-mail field is programmed to COPY & FORWARD, the Voice Mail or
Record-A-Call message will be stored in the mailbox, and the voice processing system
will convert the file to WAV, attach it to an e-mail message, and deliver the e-mail mes-
sage to the address specified in the mailbox’s E-mail Address field.
Due to the nature of network connections, voice processing system soft-
ware is designed to handle a network failure gracefully. If the network link
from the voice processing system to the e-mail server is down, the voice
processing system will store the messages in a queue. If the network does
NOTE not come back up in 15 minutes, the voice processing system will deliver
all pending messages in the queue back to the Voice Mailboxes and tem-
porarily disable the e-mail queue until the network is available. This means
that new messages will remain in the mailboxes and will not be converted
to e-mail messages until the network link is restored.
Level 1 Unified Messaging is a “one-way” feature. That is, the user cannot reply to the sender
of a Voice Mail message using e-mail. If a user attempts to reply, the message will be sent to
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
the administrator’s E-mail Address instead of to the sender of the Voice Mail message. The
user should forward the message or send a new message instead of replying. In Levels 2 and 3,
the user can reply to any message from another mailbox, using the Outlook/Exchange “Reply”
or “Reply to All” options.
E-mail messages containing .wav files can be forwarded to other e-mail addresses or stored
on the computer’s local drive, just like any other e-mail message. Or, the .wav file can be
detached from the message and stored on the computer.
To use Level 1 Unified Messaging, the customer must have an existing e-mail system based on
Message Application Programming Interface (MAPI), Vendor Independent Messaging (VIM),
or Simple Mail Transport Protocol/Post Office Protocol (SMTP/POP3).
The following list shows the e-mail systems that are supported, and the protocols on which
they are based:
•
•
•
Microsoft Mail or Microsoft Outlook/Exchange (MAPI)
cc: Mail or Lotus Notes (VIM)
Internet mail (SMTP/POP3)
For complete instructions on using Unified Messaging, refer to the Unified Messaging User
Guide, part number 550.8111.
The e-mail message sent by the Voice Mail will have the following components:
•
•
To: The TO line will contain the recipient’s e-mail address.
From: The FROM line will contain the e-mail address of the voice processing system.
If an E-Mail Real Name has been programmed for the voice processing system, it will
also be shown on this line.
•
Subject: The SUBJECT line will contain the line “<length of message> Message for
MB <number> from <source>.” If the message is marked priority, the subject line will
be preceded by the word “PRIORITY.” The source of the Voice Mail message will
appear as one of the following:
—
—
—
—
—
MB <number>
x <extension number>
the Voice Mail system
an unknown caller
an outside caller at <phone number>
If the message is from an extension ID or a mailbox, the programmed username will be
shown inside parentheses after the number. For example: mailbox 1000 (ADMIN).
•
•
Received on: The RECEIVED ON line contains the date and time that the Voice Mail
was received by the mailbox.
Priority, Private, or Certified: If the Voice Mail message was sent with a delivery
option, the body will contain the line “Message marked <PRIORITY, PRIVATE or CER-
TIFIED>.” Note that this is for informational purposes only and does not affect the e-
mail message itself. For example, if a Voice Mail message is marked for certified deliv-
ery, the sender will receive a confirmation when the recipient listens to the Voice Mail
message using the mailbox. However, the sender will not receive confirmation when the
recipient reads the e-mail.
•
WAV file attachment: The .wav file attachment will appear as a file with the name
vm.wav. To listen to the message, the user must play the .wav file using multimedia
software (such as Sound Recorder).
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Levels 2 and 3
To use Level 2 or 3 Unified Messaging, you must have the following:
•
•
An existing e-mail system based on Microsoft Outlook/Exchange (MAPI).
The mailboxes’ E-mail Gateway fields are programmed for “Unified Messaging.”
The Outlook message that contains the Voice Mail will have the following components:
•
•
To: This line will contain the recipient’s name and mailbox number.
From: This line will contain the sender’s name and mailbox or Caller ID, if known, or
Unknown.
•
•
•
•
•
Subject: This line will say “Voice Mail Message.” If the message has been forwarded,
it is preceded by FW.
Sent: This line contains the date and time that the Voice Mail was received by the mail-
box.
Priority Messages: If the message is marked “Priority,” the subject line will be pre-
ceded by an exclamation mark (!) and, in the Options tab, the Importance field is High.
Private Messages: If the message is marked “Private,” the Sensitivity field in the
Options tab will be set to Private.
Certified Messages: If the Voice Mail message is marked for certified delivery, the
Track Option on the Options tab is checked.
Version 2.3 Description
For EM, Unified Messaging is available in two configurations: as an Integrated Solution, and
as an Outlook client-based solution. By default, EM includes 25 UM licenses that allow users
to customize features based on the solution chosen.
Unified Messaging features allow users to:
•
•
•
•
Receive voice mail messages via e-mail.
Receive inbound faxes via e-mail.
Send voice mail messages via e-mail (Outlook client-based solution only).
Send outbound faxes via e-mail (Outlook client-based solution only).
NOTE UM v2.3 is available only for systems using Enterprise Messaging.
Integrated Solution
The Integrated Solution (also known as Level 1 in previous versions) allows users to receive
voice mail messages and faxes as e-mail messages with attachments. (An integrated fax port in
the EM unit is used for fax functionality.) The voice mail attachment is in the form of a .wav
file that can be played on most multimedia computers (equipped with a sound card and speak-
ers). The fax attachment is in the form of a .tif file that can be viewed using most graphics
software. Users can choose to receive the messages as voice mail and e-mail (Forward &
Copy) or as e-mail only (Forward Only).
The following diagram shows an example of the Integrated Solution installation.
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Voice Processing Features
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Figure 18. Integrated Solution Installation Example
Receive voice mail messages and faxes via e-mail
Receive/send voice mail messages
Telephone
System
LAN
Copy and Forward
Forward Only
or Forward and Copy
LAN
Local Voice Mail
IMAP Server
Remote E-mail and
Faxes Server
(e.g., IMAP or SMTP/POP3)
Fax Port
EM Unit
Integrated solution does not require the UM Server and UM Client software. It is
set up primarily in telephone system and voice messaging system programming.
NOTE
When a mailbox receives a voice mail message or uses the voice mail Record-A-Call feature,
one of the following options occurs, depending on how the mailbox’s E-mail Gateway field is
programmed (under Voice Processor\Devices\Mailboxes\<mailbox extention>\Fax/E-mail For-
warding).
NOTICE
Enterprise Messaging has been designed to process outbound fax messages and will sup-
port up to 200 pages in queue at the same time. If more page capacity is required, then a
stand-alone fax server is recommeded.
The available E-mail Gateway options for Integrated solution are described below:
•
Disabled: The voice mail or Record-A-Call message is delivered to the mailbox just as
normal, and no e-mail is sent.
•
Forward Only: The EM unit converts the voice mail or Record-A-Call message to an
8-bit .wav file, builds an e-mail message, attaches the .wav file, and sends the e-mail
message to the address specified in the mailbox’s E-mail Address field. When the e-
mail message is sent, the original message is deleted from the mailbox. If the e-mail
message cannot be delivered to the specified address, it is stored as a voice mail mes-
sage in the mailbox and is not deleted.
Mailboxes programmed for “Forward Only” cannot use the Remote Notifi-
NOTE cation feature. Because all messages are automatically sent to the E-mail
Address, no voice mail message exists to trigger the Remote notification.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
Forward & Copy: The voice mail or Record-A-Call message is stored in the mailbox,
and the EM unit converts the file to .wav, attaches it to an e-mail message, and deliv-
ers the e-mail message to the address specified in the mailbox’s E-mail Address field.
Due to the nature of network connections, the voice messaging software is
designed to handle a network failure gracefully. If the network link from the
EM unit to the e-mail server is down, the EM unit stores the messages in a
queue. If the network is not up in 15 minutes, the EM unit delivers all
pending messages in the queue back to the voice mailboxes and tempo-
NOTE
rarily disables the e-mail queue until the network is available. This means
that new messages remain in the mailboxes and are not converted to e-
mail messages until the network link is restored.
Integrated solution is a “one-way” feature. That is, the user cannot reply to the sender of a
voice mail message using e-mail. If a user attempts to reply, the message will be sent to the
Administrator’s E-mail Address instead of to the sender of the voice mail message. The user
should forward the message or send a new message instead of replying.
In Outlook Client-based solution, the user can reply to any message from
NOTE
another mailbox, using the Outlook/Exchange “Reply” or “Reply to All” options.
E-mail messages containing .wav files can be forwarded to other e-mail addresses or stored
on the computer’s local drive, just like any other e-mail message. Or, the .wav file can be
detached from the message and stored on the computer.
The e-mail message sent by voice mail has the following components:
•
•
To: Contains the recipient’s e-mail address.
From: Contains the e-mail address of the EM unit. If an E-mail Real Name has been
programmed for the EM unit, it will also be shown on this line.
•
Subject: Contains the line “<length of message> Message for MB <number> from
<source>.” If the message is marked priority, the subject line will be preceded by the
word “PRIORITY.” The source of the voice mail message will appear as one of the fol-
lowing:
—
—
—
—
—
MB <number>
x <extension number>
The voice mail system
An unknown caller
An outside caller at <phone number>
If the message is from an extension ID or a mailbox, the pro-
NOTE grammed username will be shown in parentheses after the number,
for example: mailbox 1000 (ADMIN).
•
•
Received On: Contains the date and time that the voice mail was received by the mail-
box.
Priority, Private, or Certified: If the voice mail message was sent with a delivery
option, the body will contain the line “Message marked <PRIORITY, PRIVATE or
CERTIFIED>.” Note that this is for informational purposes only and does not affect the
e-mail message itself. For example, if a voice mail message is marked for certified
delivery, the sender will receive a confirmation when the recipient listens to the voice
mail message using the mailbox. However, the sender will not receive confirmation
when the recipient reads the e-mail.
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•
WAV File Attachment: Appears as a file with the name vm.wav. To listen to the mes-
sage, the user must play the .wav file using multimedia software (such as Sound
Recorder).
Outlook Client-Based Solution
®
®
If you are using Microsoft Outlook 2002 with Unified Messaging client 2.3xx,
you will need to install Microsoft Office 2002 Service Pack update SP3.
NOTE
®
The Outlook Client-based solution works with a separate Microsoft Exchange e-mail server
to provide complete e-mail functionality.
The Outlook Client-based solution provides the same inbound fax capabilities as in Integrated
solution. However, it also allows the use of Outlook to send (outbound) and receive (inbound)
voice mail messages and faxes via the EM unit (voice mail messages are stored on the EM
unit; they are not file attachments). It also allows user the choice of playing the messages using
the endpoint speakerphone or the PC speakers.
The following diagram shows an example of the Outlook Client-Based Solution installation.
Figure 19. Outlook Client-Based Solution Installation Example
Receive/send voice mail messages and faxes via e-mail
A PC with Microsoft
Outlook and UM Client
software
Receive/send voice mail messages
Telephone
System
LAN
LAN
Local Voice Mail
IMAP Server
(Microsoft Exchange)
LAN
Remote E-mail and
Faxes Server
Fax Port
(e.g., IMAP or SMTP/POP3)
UM Server
EM Unit
The Outlook message that contains the voice mail has the following components:
•
•
To: Contains the recipient’s name and mailbox number.
From: Contains the sender’s name and mailbox or caller ID (CLIP in Europe), if
known, or Unknown.
•
Subject: If the message is from a endpoint, it indicates “VM message from mailbox
xxxx.” If the message is from a UM Client user, it indicates the description that the user
had entered in their message. If the message has been forwarded, it is preceded by FW.
•
•
Sent: Contains the date and time that the Voice Mail was received by the mailbox.
Priority Messages: If the message is marked “Priority,” the subject line will be pre-
ceded by an exclamation mark (!) and, in the Options tab, the Importance field is High.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
•
•
Private Messages: If the message is marked “Private,” the Sensitivity field in the
Options tab will be set to Private.
Certified Messages: If the voice mail message is marked for certified delivery, the
Track Option on the Options tab is checked.
For complete instructions about using UM Outlook Client-based solution, refer to the Unified
Messaging User Guide, part number 550.8111.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Voice Processing Prompts
CONTENTS
PAGE
Default Voice Processing Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
BVM, EM, and VPU Voice Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
EM Voice Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Default Voice Processing Prompts
This section contains the default voice prompts for the voice processing systems supported by
the Inter-Tel CS-5200/5400 platform. The Inter-Tel platform supports the following voice pro-
cessing systems:
•
•
•
Basic Voice Mail: The built-in voice processing system, Basic Voice Mail (BVM) pro-
vides voice mail and voice messaging for system users. BVM runs on the Linux oper-
ating system and does not support Fax-On-Demand, buffered SMDR, or Unified
Messaging. If part of a network, mailboxes on an Inter-Tel CS-5200/5400 node
equipped only with BVM cannot forward messages to, or receive messages forwarded
from, mailboxes on other nodes.
®
®
Enterprise Messaging: Enterprise Messaging (EM) runs on the Windows 2000 oper-
ating system. EM is Inter-Tel’s the newest voice processing system. EM unifies com-
munication and messaging by providing access to voice mail, fax, and e-mail messages
in the user’s mailbox. In addition, EM provides automatic speech recognition capabili-
ties and built-in Unified Messaging features. For detailed information about EM, see
the Enterprise Messaging Installation Manual (part no. 780.8006).
Voice Processing Unit: The Voice Processing Unit (VPU) runs on either the Windows
NT or Windows 2000 operating systems. The VPU system is installed on an IBM-com-
patible PC that is connected to the Inter-Tel system to provide integrated voice process-
ing features such as Voice Mail, Directories, Record-A-Call, etc.
BVM, EM, and VPU Voice Prompts
The following table shows all of the U.S. English default system voice mail prompts for the
Voice Processing Unit (VPU) and the Basic Voice Mail (BVM).
Table 42. Voice Prompts: BVM, EM, and VPU
PROMPT ID
001
CONTENT
To leave a message, please enter a mailbox number.
For the directory, press pound.
To reach an operator, press 0.
I'm sorry...
002
003
004
005
...is not available.
006
The number entered is not valid.
007
Using the buttons on your phone, please spell the last name of the person,
then press POUND. For the letter Q, press 7. For the letter Z, press 9.
008
009
010
011
012
013
To exit the directory, press STAR.
Mailbox number...
If this is correct, press POUND.
For the previous name in the directory, press 1.
To hear additional information, press 2.
To hear the next directory name, press 3.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
014
CONTENT
To spell a new name, press 4.
Extension number...
015
017
...is not a valid choice.
Please try again.
018
019
After the tone, please record your message. When finished, you may hang up
to deliver the message or press POUND for more options.
020
021
022
023
024
025
026
027
028
029
030
031
032
033
034
035
036
Message delivered.
To replay, press 1.
To erase and re-record, press 3.
To append this recording, press 2.
To accept, press POUND.
Please record after the tone. To end, press POUND.
Recording erased.
Recording stopped.
Please begin speaking after the tone.
Message play stopped. To continue, press POUND.
Enter the destination mailbox or group list number.
Logon canceled.
Enter your password. Then press POUND.
There have been 3 invalid attempts to log onto your mailbox.
Invalid password.
Thank you for calling. Good-bye.
To access Voice Mail features, you must change your system-assigned pass-
word.
037
038
039
You have not finished setting up your mailbox.
Subscriber access denied.
Because this is the first time you are accessing your mailbox, you must record
your name for the company directory.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
CONTENT
040
Since you are accessing your mailbox for the first time, you should be aware
of a few standard features. To cancel an option you have accessed and return
to the previous menu, press STAR. To accept your recording or dialing
sequence, or to advance to your next message, press POUND. For help, you
may press 0 at any time you are at a menu and Voice Mail will replay the cur-
rent menu and or give you additional information. Certain Voice Mail features
such as remote messaging are available from your mailbox only if authorized
by your System Administrator. Your mailbox is now fully set up.
041
042
Your password may be up to 12 digits.
Enter your new password, then press POUND. If you don't want a password,
press POUND now.
043
044
045
046
047
048
049
You new password is...
The number entered is too long.
To accept this entry, press POUND.
To erase and re-enter, press 3.
Password erased.
Password saved.
Your mailbox is full and cannot receive any new messages. Please delete old
messages.
050
051
052
Not used.
Not used.
Your mailbox is almost full. Please delete any messages you no longer need
so new messages may arrive.
053
054
055
056
057
058
059
060
061
062
063
You have...
You have one new message.
...new messages.
...of which is priority.
You have no new messages.
You have one saved message.
...saved messages.
Remote messaging is currently enabled.
To listen to new messages, press 1.
To record a message, press 2.
To listen to saved messages, press 3.
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
064
065
066
067
068
069
070
071
072
073
074
075
076
077
078
079
080
081
082
083
084
085
086
087
088
089
090
091
092
CONTENT
For personal options, press 4.
To setup remote messaging, press 5.
For your primary setup, press 1.
For your alternate setup, press 2.
If this is the correct destination, press POUND.
To send this message now, press POUND.
For special delivery options, press 9.
To return to the previous menu, press STAR.
Message canceled.
To mark this message private, press 1.
To mark this message for certified delivery, press 2.
To mark this message priority, press 3.
Message marked private.
Message marked certified.
Message marked priority.
To send this message to additional mailboxes, press POUND.
To backup within your message or recording, press 1.
To pause at any time, press 2.
To advance press 3.
To lower the Voice Mail volume, press 4.
To increase volume, press 6.
To save this message, press 7.
To delete this message, press 9.
To skip to the end of your message or re cording, press POUND.
To return to the main menu, press STAR.
To reply to this message, press 2.
To forward a copy of this message to another destination, press 3.
To skip back to the previous message, press 4.
To replay the message envelope, press 5.
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
093
094
095
096
097
098
099
100
101
102
103
104
105
106
107
108
109
110
CONTENT
To listen to your next message, press 6.
There are no previous messages.
Message saved.
Message deleted.
There are no further messages.
Message received...
...at...
...from...
...totaling...
...minutes...
...minute...
...seconds...
...second...
Message received from an outside caller.
To record an introduction with a copy of this message, press 1.
To change your personal greeting, press 1.
To change your name in the directory, press 2.
To change your password, press 3.
To change your message envelope, press 4.
To replay the message, press 1.
To use your primary greeting, press 1.
To select your alternate greeting, press 2.
To select the system greeting, press 3.
After the tone, please record your greeting, then press POUND.
Greeting saved.
111
112
113
114
115
116
117
118
After the tone, please record your name, then press POUND.
Name saved.
119
120
121
Your message envelope is currently set to return...
...all information.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
CONTENT
...time and date...
...message source...
...and...
...message length...
To turn on all envelope options, press 4.
For message source, press 2.
For message length, press 3.
This option is now off.
This option is now on.
For time and date, press 1.
Your message envelope will play all options.
...is turned on to call you at...
AM
PM
...Extension ID number...
...Every day.
...Monday through Friday.
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
To turn this number on or off, press 1.
To change the telephone number, press 2.
To change times of day, press 2.
To change days of the week, press 3.
For pager notification, press 1.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
151
CONTENT
For personal phone notification, press 2.
152
For notification of all new messages, press 1.
For priority-only, press 2.
153
154
Please enter the destination telephone number and wait for further instruc-
tions.
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
The new number is...
Please enter the start time.
Please enter the stop time.
I'm sorry. You must program a telephone number first.
Invalid time.
For AM, press 1.
Please select the days of the week on which you wish to be notified.
Not used.
Please enter your mailbox number.
Today
Yesterday
January
February
March
April
May
June
July
August
September
October
November
December
First
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
CONTENT
Second
Third
Fourth
Fifth
Sixth
Seventh
Eighth
Ninth
Tenth
Eleventh
Twelfth
Thirteenth
Fourteenth
Fifteenth
Sixteenth
Seventeenth
Eighteenth
Nineteenth
Twentieth
Twenty-first
Twenty-second
Twenty-third
Twenty-fourth
Twenty-fifth
Twenty-sixth
Twenty-seventh
Twenty-eighth
Twenty-ninth
Thirtieth
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
208
209
210
211
CONTENT
Thirty-first
...the Voice Mail system.
The system is set to notify you between...
...is turned off.
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
...is turned on to call your pager at...
...with all new messages.
...with all priority messages.
...starting at...
...ending at...
For mailbox and group list maintenance, press 2.
To send a message to all subscribers, press 1.
To make a custom recording, press 1.
To select a custom recording, press 2.
Not used.
Please enter the recording number.
After the tone, please record. Then press POUND.
Recording saved.
To continue recording, press POUND.
Not used.
No saved messages.
To change and spell the first name, press 5.
To change and spell the last name, press 5.
Using the buttons on your phone, please spell the first name of the person.
Then press POUND. For the letter Q, press 7. For the letter Z, press 9.
231
232
233
234
235
No message left.
...last...
...an outside caller at...
Message was sent from...
This matches the mailbox of...
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
236
CONTENT
...an unknown caller.
237
To turn off the envelope, press 5.
238
To accept the changes, press POUND.
239
The envelope is turned off.
240
Please enter the application extension number.
241
To select a day recording, press 1.
242
To select a night recording, press 2.
243
If this is the correct recording, press POUND.
244
Warning, no recording has been made.
245
Invalid application entered.
246
...is not a valid recording number.
247-252
253
Not used.
This is a return receipt verifying the message sent has been heard.
254
I'm sorry. Private messages cannot be for warded.
255
This is the message center calling for...
256
If you are the correct person, press POUND.
257
...One
258
...Two
259
...Three
...Four
...Five
260
261
262
...Six
263
...Seven
...Eight
...Nine
...Ten
264
265
266
267
...Eleven
...Twelve
...Thirteen
268
269
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
CONTENT
...Fourteen
...Fifteen
...Sixteen
...Seventeen
...Eighteen
...Nineteen
...Twenty
...Thirty
...Forty
...Fifty
...Sixty
...Seventy
...Eighty
...Ninety
...Hundred
This mailbox is currently full and cannot receive new messages.
Oh
...of which are priority.
Priority message received...
Otherwise, press STAR.
When you are finished entering mailbox numbers, press POUND.
Otherwise, press POUND.
For PM, press 2.
For Sunday, press 1.
For Monday, press 2.
For Tuesday, press 3.
For Wednesday, press 4.
For Thursday, press 5.
For Friday, press 6.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
299
CONTENT
For Saturday, press 7.
300
For Monday through Friday service, press 1.
301
For all the days of the week, press 2.
302
Thousand
303
The hard disk is...
304
...percent full.
305
I'm sorry. Voice mail is full and cannot re cord any messages.
306
Zero
307
POUND
308
STAR
309
Group list number...
310
Please speak louder.
311
You have recorded for the maximum time permitted.
Not used.
312
313
Resuming playback.
314
You have one priority message.
Use 2 digits for the hour and 2 digits for the minutes.
Not used.
315
316-317
318
You have chosen not to have a password.
319
I'm sorry. This mailbox is currently in use and cannot be accessed. Please try
again later.
320
321
Not used.
If you are calling from a rotary-type phone, please stay on the line and your
call will be answered.
322
323
You cannot reply to a system sent message.
Zero is not a valid entry. To spell a name, please press one number on the
phone dialpad for each letter of the person's name you are entering. For the
letter A, press the number 2 button one time and for the letter F, press the
number 3 button one time. When you are finished, press POUND.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
CONTENT
324
Zero is not a valid entry. To spell a name, please press the associated number
on the phone dialpad with the desired letter of the person's name you are
entering. For the letter A, press the number 2 button once. for the letter B,
press it twice and for the letter C, three times. When you are finished, press
POUND.
325
326
327
328
329
330
Please select the days of the week.
To select individual week days, press 3.
Service is set for Monday through Friday.
Service is set for each day of the week.
Recording canceled.
The system was busy and could not deliver message notification at the speci-
fied time.
331
The system was unable to deliver message notification due to a programming
error.
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
Extension ID...
...the operator.
...the operator...
Remote Messaging will call...
To change a cascade level, press 1.
To select a message notification category, press 4.
Please enter the cascade level you wish to program.
...with a pager number of...
To change the pager dial string, press 3.
To call an internal extension, press 1.
To call an outside number, press 2.
Not used.
Please enter the digits for your digital pager and wait for further instructions.
The new pager number is...
Mailbox Number
New Message Count
Pause
You must program a telephone number first.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
350
CONTENT
You have chosen not to have a pager number.
Cascade Level...
351
352
You did not enter a valid document number.
This document is currently unavailable.
... is not a valid document number.
353
354
355
You have already selected that document.
To cancel, press STAR.
356
357
You have selected the maximum number of documents allowed.
To send your fax, press pound.
358
359
You have selected one document.
360
You haven't selected any documents yet.
You may select one more document during this call.
You may select up to...
361
362
363
... more documents during this call.
364
Selections Canceled.
365
The number that will appear on your fax cover sheet is...
You have chosen not to have your extension appear on your cover sheet.
366
367
If you would like to have your fax automatically delivered to you later, press
pound.
368
369
To re-enter the number, press 3.
If you wish to have your extension appear on your cover sheet, enter the
extension followed by the POUND button.
370
371
372
373
374
375
376
If you are calling from your fax machine, press 1.
Press the start button on your fax machine now.
All of our fax lines are currently busy.
Please try again later.
Your fax will be delivered to...
Your fax will be delivered shortly.
I am unable to communicate with your fax machine. Please make sure it is
operating properly and try again.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
CONTENT
377
Please enter the 10 digit area code and telephone number of your fax
machine.
378
379
380
381
382
383
384
385
386
387
388
389
The number you enter may be up to twenty digits in length.
Your fax is scheduled to be delivered at...
Please enter a document number.
When you have finished importing documents, press star.
Document number...
...is currently in use.
...already exists.
To replace this document, press POUND.
Document received.
Press POUND to continue.
To import a fax document, press 4.
If this is an international call, enter 011 followed by your country code and
your fax number. Then, press POUND.
390
391
392
393
I'm sorry. I'm not allowed to dial that number.
To receive your documents, please hang up and call from your fax machine.
The system does not have enough disk space to import your document.
The system is unable to import your document because it will exceed the
Maximum Fax Library Size.
394
395
396
397
398
399
400
401
402
403
For recording options, press 3.
There are...
... calls ahead of you.
Your call should be answered within...
You have selected...
...documents.
Hello, you've reached the Inter-Tel voice processing system.
Hello, you've reached the Inter-Tel automated call processing system.
To change your message search order, press 2.
Your current message search order is first in first out.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
404
CONTENT
Your current message search order is last in, first out.
To search for messages first in first out, press 1.
To search for messages last in first out, press 2.
To change the search order for new messages, press 1.
To change the search order for saved messages, press 2.
Not used.
405
406
407
408
409-499
500
If you know your party's extension number, enter it now.
To leave a message, press 1.
501
502
To try another extension, press 2.
503
Please hold while your call is being transferred to...
Not used.
504
505
To return to the menu, press 2.
506
Your fax is scheduled to be delivered on...
The system already contains the maximum number of fax documents allowed.
The system does not have enough disk space to import any more documents.
The system is currently at or above the Maximum Fax Library Size.
Levels 1 through 9 are currently disabled.
Your call will be answered in the order it was received.
There is one call ahead of you.
507
508
509
510
511
512
513
To change your transfer method, press 5.
Your current transfer method is unannounced.
Your current transfer method is screened.
Your current transfer method is announce only.
To select unannounced transfers, press 1.
For screened transfers, press 2.
514
515
516
517
518
519
For announce only, press 3.
520
Who should I say is calling?
521
To replay the announcement, press 1.
522
To send this call to Voice Mail, press 2.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
523
CONTENT
To forward this call to another extension, press 3.
To accept this call, press POUND.
To refuse this call, press STAR.
524
525
526
You have a call from...
527-534
535
Not used.
Please enter the extension number.
Not used.
536-537
538
For system prompt replacement or reinstatement, press 6.
Please enter the number of the system prompt.
The system prompt has been replaced by the following custom prompt...
The original system prompt is...
539
540
541
542
To replace this system prompt with a custom prompt, press 3.
...is not a valid system prompt number.
To delete the custom prompt and reinstate the system prompt, press 9.
To replace this custom prompt with a new custom prompt, press 3.
You have no deleted messages.
543
544
545
546
547
You have one deleted message.
548
...deleted messages.
549
To recover deleted messages, press 2.
To recover this message, press 7.
Message recovered.
550
551
552
To purge this message, press 9.
553
Message purged.
554
To listen to deleted messages, press 1.
To recover all messages, press 2.
To purge all messages, press 3.
555
556
557
...messages recovered.
558
...messages purged.
559
...message recovered.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
560
CONTENT
...message purged.
561
For message options, press 5.
For more options, press 9.
562
563
To change the fax destination number, press 1.
564
Please enter the extension number of your fax destination, followed by the [#]
button.
565
566
567
568
569
570
571
572
573
574
575
576
577
578
579–580
581
582
583
584
585
586
587
588
Your fax destination is...
You have chosen not to have a fax destination.
Invalid extension.
Fax destination saved.
Fax destination erased.
To cancel unheard sent messages, press 1.
All sent messages have been heard.
Enter the destination mailbox.
This mailbox has one unheard message.
...unheard messages.
To append to the message, press 2.
To leave a Voice Mail message, press 1.
To make a return call, press 2.
Please hold while your call is being transferred to an outside number.
Not used.
…has just listened to the original message.
This mailbox has...
This message was canceled by the originator.
I’m sorry, there are no network mailboxes available for node...
For the directory, press # now.
I’m sorry, you cannot reply to this network message.
The following message could not be delivered to...
This nonsubscriber message could not be delivered to...
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 42. Voice Prompts: BVM, EM, and VPU (Continued)
PROMPT ID
589
CONTENT
Enter the number of the remote extension.
To cancel this message, press *.
590
591
Fax-on-demand was unable to deliver one or more faxes. Please view the Fax
Delivery Report for details.
592
593
594
595
596
I'm sorry. I'm not allowed to dial that number.
Message received from an outside number with no Caller ID information.
I'm sorry. I do not have valid Caller ID information.
...the network...
Your call is being handled by the Inter-Tel voice processing system.
EM Voice Prompts
The following table shows all of the US English default system voice prompts for ASR- and
non ASR-enabled Enterprise Messaging (EM) systems. Prompts designated by an asterisk (*)
cannot be re-recorded.
Table 43. Voice Prompts: Non-ASR and ASR
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
001
To leave a message, please enter a mailbox
number.
To leave a message, please say or enter a
mailbox number.
002
003
For the directory, press pound.
For the directory, say “Directory” or press
pound.
To reach an operator, press zero.
To reach an operator, say “Operator” or press
zero.
004
005
006
007
I’m sorry...
N/A
N/A
N/A
...is not available.
The number entered is not valid.
Using the keys on your telephone, please spell Please say the name of the person you are
the name of the person, then press pound. For trying to reach. Otherwise, using the keys on
the letter Q, press seven. For the letter Z,
press nine. To advance to the next character,
please wait for two seconds or press another
key. To exit the directory, press star.
your telephone, please spell the last name of
the person, then press pound. For the letter Q,
press seven. For the letter Z, press nine. To
advance to the next character, please wait for
two seconds or press another key. To exit the
directory, press star.
008
To exit the directory, press star.
To exit the directory, say “Cancel” or press
star.
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
Mailbox number...
CONTENT (ASR)
009
N/A
010
011
If this is correct, press pound.
If this is correct, say “Yes” or press pound.
For the previous name in the directory, press
one.
For the previous name, say “Previous” or
press one.
012
013
To hear additional information, press two.
To hear additional information, say “More” or
press two.
To hear the next directory name, press three.
To hear the next name, say “Next” or press
three
014
015
016
017
018
019
To spell a new name, press four.
Extension number...
Not Used
To spell a new name, say “New” or press four.
N/A
Not Used
N/A
...is not a valid choice.
Please try again.
N/A
After the tone, please record your message.
When finished, you may hang up to deliver the
message or press pound for more options.
N/A
020
021
022
Message delivered.
N/A
To replay, press one.
To replay, say “Replay” or press one.
To erase and re-record, press three.
To erase and re-record, say “Erase” or press
three.
023
To append this recording, press two.
To accept, press pound.
To append this recording, say “Append” or
press two.
024
025
To accept, say “Accept” or press pound.
N/A
Please record after the tone. To end, press
pound.
026
027
028
Recording erased.
N/A
N/A
N/A
Recording stopped.
Please begin speaking after the tone.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
029
Message play stopped. To continue, press
pound.
Message play stopped. To continue, say
“Resume” or press pound.
030
Enter the destination mailbox or group list
number.
Say or enter the destination mailbox or group
list number.
031
032
033
Logon canceled.
N/A
Enter your password. Then press pound.
Say or enter your password.
N/A
There have been three invalid attempts to log
onto your mailbox.
034
035
036
Invalid password.
N/A
N/A
N/A
Thank you for calling. Good-bye.
To access mailbox features, you must change
your system-assigned password.
037
038
039
You have not finished setting up your mail box. N/A
Subscriber access denied.
N/A
N/A
Because this is the first time you are entering
your mailbox, you must record your name for
the company directory.
040
Since you are entering your mailbox for the
first time, you should be aware of a few stan-
dard features. To cancel an option you have
accessed and return to the previous menu
press star. To accept your recording or dialing
sequence, or to advance to your next mes-
sage press pound. For help, you may press
zero at any time you are at a menu and the
system will replay the current menu and or
give you additional information. Certain mail-
box features such as remote messaging are
available only if authorized by your System
Since you are entering your mailbox for the
first time, you should be aware of a few stan-
dard features. To cancel an option you have
accessed and return to the previous menu,
say “Cancel” or press star. To accept your
recording or dialing sequence, or to advance
to your next message, say “Accept” or press
pound. For help, say “Help” or press zero to
replay the current menu and/or give you addi-
tional information. Certain mailbox features
such as remote messaging are available only
if authorized by your System Administrator.
Administrator. Your mailbox is now fully set up. Your mailbox is now fully set up.
Your password may be up to 12 digits. N/A
Enter your new password, then press pound. If Say or enter your new password. If you don’t
041
042
you don’t want a password, press pound now.
want a password, say “Skip” or press pound.
043
044
Your new password is…
N/A
The number entered is too long.
N/A
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
045
To accept this entry, press pound.
To accept this entry, say “Accept” or press
pound.
046
To erase and re-enter, press three.
To erase and re-enter, say “Re-enter” or press
three.
047
048
049
Password erased.
Password saved.
N/A
N/A
N/A
Your mailbox is full and cannot receive any
new messages. Please delete old messages.
050
051
052
Not used
Not used
N/A
N/A
N/A
Your mailbox is almost full. Please delete any
messages you no longer need so new mes-
sages may arrive.
053
054
055
056
057
058
059
060
061
You have...
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
You have one new message.
...new messages.
...of which is priority.
You have no new messages.
You have one saved message.
...saved messages.
Remote messaging is currently enabled.
To listen to new messages, press one.
To listen to new messages, say “New” or press
one.
062
063
064
To record a message, press two.
To listen to saved messages, press three.
For personal options, press four.
To record a message, say “Record” or press
two.
To listen to saved messages, say “Saved” or
press three.
For personal options, say “Personal” or press
four.
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
065
To setup remote messaging, press five.
To setup remote messaging, say “Remote” or
press five.
066
067
068
069
070
071
For your primary setup, press one.
For your primary setup, say “Primary” or press
one.
For your alternate setup, press two.
For your alternate setup, say “Alternate” or
press two.
If this is the correct destination, press pound.
To send this message now, press pound.
For special delivery options, press nine.
To return to the previous menu, press star.
If this is the correct destination, say “Yes” or
press pound.
To send this message now, say “Send” or
press pound.
For special delivery options, say “Options” or
press nine.
To return to the previous menu, say “Cancel”
or press star.
072
073
Message canceled.
N/A
To mark this message private, press one.
To mark this message private, say “Private” or
press one.
074
075
To mark this message for certified delivery,
press two.
To mark this message for certified delivery, say
“Certified” or press two.
To mark this message priority, press three.
To mark this message priority, say “Priority” or
press three.
076
077
078
079
Message marked private.
Message marked certified.
Message marked priority.
N/A
N/A
N/A
To send this message to additional mail boxes, To send this message to additional mail boxes,
press pound.
say “Yes” or press pound.
080
081
082
083
084
To rewind your message or recording, press
one.
To rewind your message or recording, say
“Backup” or press one.
To pause at any time, press two.
To pause at any time, say “Pause” or press
two.
To fast forward your message or recording,
press three.
To fast forward your message or recording say
“Forward” or press three.
To lower the volume, press four.
To lower the volume, say “Lower” or press
four.
To raise the volume, press six.
To raise the volume, say “Higher” or press six.
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
085
To save this message, press seven.
To save this message, say “Save” or press
seven.
086
087
088
089
090
091
092
093
To delete this message, press nine.
To delete this message, say “Delete Message”
or press nine.
To skip to the end of your message or record-
ing, press pound.
To skip to the end of your message or record-
ing, say “Skip” or press pound.
To return to the main menu, press star.
To return to the main menu, say “Cancel” or
press star.
To reply to this message, press two.
To reply to this message, say “Reply” or press
two.
To forward a copy of this message to another
destination, press three.
To forward a copy of this message to another
destination, say “Forward” or press three.
To replay the previous message, press four.
To replay the message envelope, press five.
To listen to your next message, press six.
To replay the previous message, say “Previ-
ous” or press four.
To replay the message envelope, say “Enve-
lope” or press five.
To listen to your next message, say “Next” or
press six.
094
095
096
097
098
099
100
101
102
103
104*
105
There are no previous messages.
Message saved.
Message deleted.
There are no further messages.
Message received...
...at...
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
...from...
...totaling...
...minutes...
...minute...
...seconds...
...second...
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
106
Message received from an outside caller.
N/A
107
108
109
110
111
112
113
114
115
116
To record an introduction with a copy of this
message, press one.
To record an introduction with a copy of this
message, say “Record” or press one.
To change your personal greeting, press one.
To change your personal greeting, say “Greet-
ing” or press one.
To change your name in the directory, press
two.
To change your name in the directory, say
“Name” or press two.
To change your password, press three.
To change your password, say “Password” or
press three.
To change your message envelope, press four. To change your message envelope, say
“Envelope” or press four.
To replay the message, press one.
To replay the message, say “Replay” or press
one.
To select your primary greeting, press one.
To select your alternate greeting, press two.
To select the system greeting, press three.
To select your primary greeting, say “Primary”
or press one.
To select your alternate greeting, say “Alter-
nate” or press two.
To select the system greeting, say “System” or
press three.
After the tone, please record your greeting,
then press pound.
N/A
117
118
Greeting saved.
N/A
N/A
After the tone, please record your name, then
press pound.
119
120
Name saved.
N/A
N/A
Your message envelope is currently set to
return...
121
122
123
124*
125
...all information.
...time and date...
...message source...
...and...
N/A
N/A
N/A
N/A
N/A
...message length...
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
126
To turn on all envelope options, press four.
To turn on all envelope options, say “All
Options” or press four.
127
128
For message source, press two.
For message length, press three.
For message source, say “Source” or press
two.
For message length, say “Length” or press
three.
129
130
131
This option is now off.
N/A
N/A
This option is now on.
For time and date, press one.
For time and date, say “Time, Date” or press
one.
132
133
Your message envelope will play all options.
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
...is turned on to call you at...
134*
135*
136
AM
PM
...Extension ID number...
137
...Every day.
138
...Monday through Friday.
139*
140*
141*
142*
143*
144*
145*
146
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
To turn this number on or off, press one.
To turn this number on or off, say “Change” or
press one.
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
147
To change the telephone number, press two.
To change the telephone number, say “Num-
ber” or press two.
148
149
150
151
152
To change times of day, press two.
To change days of the week, press three.
For pager notification, press one.
To change times of day, say “Time” or press
two.
To change days of the week, say “Days” or
press three.
For pager notification, say “Pager” or press
one.
For personal phone notification, press two.
For personal phone notification, say “Personal”
or press two.
For notification of all new messages, press
one.
For notification of all new messages, say “All
Messages” or press one.
153
154
For priority-only, press two.
For priority-only, say “Priority” or press two.
Please enter the destination telephone number Please say or enter the destination telephone
and wait for further instructions.
number and wait for further instructions.
155
156
157
158
The new number is...
N/A
Please enter the start time.
Please enter the stop time.
Please say or enter the start time.
Please say or enter the stop time.
N/A
I’m sorry. You must program a telephone num-
ber first.
159
160
161
Invalid time.
N/A
For AM, press one.
For AM, say “AM” or press one.
N/A
Please select the days of the week on which
you wish to be notified.
162
163
Not used
N/A
Please enter your mailbox number.
Please say or enter your mailbox number.
164
Today
N/A
N/A
N/A
N/A
165
Yesterday
January
February
166*
167*
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
168*
March
April
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
169*
170*
171*
172*
173*
174*
175*
176*
177*
178*
179*
180*
181*
182*
183*
184*
185*
186*
187*
188*
189*
May
June
July
August
September
October
November
December
First
Second
Third
Fourth
Fifth
Sixth
Seventh
Eighth
Ninth
Tenth
Eleventh
Twelfth
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
190*
Thirteenth
Fourteenth
Fifteenth
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
191*
192*
193*
194*
195*
196*
197*
198*
199*
200*
201*
202*
203*
204*
205*
206*
207*
208*
209
Sixteenth
Seventeenth
Eighteenth
Nineteenth
Twentieth
Twenty-first
Twenty-second
Twenty-third
Twenty-fourth
Twenty-fifth
Twenty-sixth
Twenty-seventh
Twenty-eighth
Twenty-ninth
Thirtieth
Thirty-first
...the Voice Mail system.
The system is set to notify you between...
...is turned off.
210
211
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
212
...is turned on to call your pager at...
N/A
N/A
N/A
N/A
N/A
213
214
215
216
217
...with all new messages.
...with all priority messages.
...starting at...
...ending at...
For mailbox and group list maintenance, press
two.
For mailbox and group list maintenance, say
“Mailbox Maintenance” or press two.
218
219
220
To send a message to all subscribers, press
one.
To send a message to all subscribers, say
“Broadcast Message” or press one.
To make a custom recording, press one.
To make a custom recording, say “Custom” or
press one.
To select a custom recording, press two.
To select a custom recording, say “Select” or
press two.
221
222
223
Not Used
Not Used
N/A
Please enter the recording number.
After the tone, please record. Then press
pound.
N/A
224
225
Recording saved.
N/A
To continue recording, press pound.
To continue recording, say “Continue” or press
pound.
226
227
228
Not Used
Not Used
N/A
You have no saved messages.
To spell the first name, press five.
To search by first name, say “First” or press
five.
229
230
To spell the last name, press five.
To search by last name, say “Last” or press
five.
Using the keys on your telephone, please spell Please say the first name of the person you
the first name of the person. Then press
pound. For the letter Q, press seven. For the
letter Z, press nine.
are trying to reach. Otherwise, using the keys
on your telephone, please spell the first name
of the person, then press pound. For the letter
Q, press seven. For the letter Z, press nine.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
No message left.
CONTENT (ASR)
231
N/A
232
233
234
235
236
237
...last...
...an outside caller at...
Message was sent from...
This matches the mailbox of...
...an unknown caller.
N/A
N/A
N/A
To turn off the envelope, press five.
To turn off the envelope, say “None” or press
five.
238
To accept the changes, press pound.
The envelope is turned off.
To accept the changes, say “Accept” or press
pound.
239
240
N/A
Please enter the application extension num-
ber.
Please say or enter the application extension
number.
241
242
243
To select a day recording, press one.
To select a night recording, press two.
If this is the correct recording, press pound.
To select a day recording, say “Day” or press
one.
To select a night recording, say “Night” or
press two.
If this is the correct recording, say “Yes” or
press pound.
244
245
246
247
248
249
250
251
Warning, no recording has been made.
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Invalid application entered.
...is not a valid recording number.
Not used
Not used
Not used
Not used
Not used
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
252
Not used
N/A
N/A
253
254
This is a return receipt verifying the message
sent has been heard.
I’m sorry. Private messages cannot be for
warded.
N/A
N/A
255
256
This is the message center calling for...
If you are the correct person, press pound.
If you are the correct person, say “Yes” or
press pound.
257*
258*
259*
260*
261*
262*
263*
264*
265*
266*
267*
268*
269*
270*
271*
272*
273*
...One
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
...Two
...Three
...Four
...Five
...Six
...Seven
...Eight
...Nine
...Ten
...Eleven
...Twelve
...Thirteen
...Fourteen
...Fifteen
...Sixteen
...Seventeen
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Voice Processing Prompts
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INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
274*
...Eighteen
...Nineteen
...Twenty
...Thirty
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
275*
276*
277*
278*
279*
280*
281*
282*
283*
284*
285
...Forty
...Fifty
...Sixty
...Seventy
...Eighty
...Ninety
...Hundred
This mailbox is currently full and cannot
receive new messages.
286*
287
288
289
290
Oh
N/A
N/A
N/A
...of which are priority.
Priority message received...
Otherwise, press star.
Otherwise, say “No” or press star.
N/A
When you are finished entering mailbox num-
bers, press pound.
291
292
293
294
295
Otherwise, press pound.
For PM, press two.
Otherwise, say “Send” or press pound.
For PM, say “PM” or press two.
For Sunday, press one.
For Monday, press two.
For Tuesday, press three.
For Sunday, say “Sunday” or press one.
For Monday, say “Monday” or press two.
For Tuesday, say “Tuesday” or press three.
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
For Wednesday, press four.
CONTENT (ASR)
296
For Wednesday, say “Wednesday” or press
four.
297
298
299
300
For Thursday, press five.
For Friday, press six.
For Thursday, say “Thursday” or press five.
For Friday, say “Friday” or press six.
For Saturday, press seven.
For Saturday, say “Saturday” or press seven.
For Monday through Friday service, press one. For Monday through Friday service, say
“Weekdays” or press one.
301
For all the days of the week, press two.
For all the days of the week, say “Days” or
press two.
302*
303
304
305
Thousand
N/A
N/A
N/A
N/A
The hard disk is...
...percent full.
I’m sorry. The system is full and cannot record
any messages.
306*
307
308
309
310
311
Zero
N/A
N/A
N/A
N/A
N/A
N/A
pound
star
Group list number...
Please speak louder.
You have recorded for the maximum time per-
mitted.
312
313
314
315
Not used
N/A
N/A
N/A
N/A
Resuming playback.
You have one priority message.
Use two digits for the hour and two digits for
the minutes.
316
Not used
N/A
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
317
Not used
N/A
N/A
N/A
318
319
You have chosen not to have a password.
I’m sorry. This mailbox is currently in use and
cannot be accessed. Please try again later.
320
321
Not used
N/A
N/A
If you are calling from a rotary-type telephone,
please stay on the line and your call will be
answered.
322
323
324
325
326
You can not reply to a system sent message.
Not used
N/A
N/A
N/A
N/A
Not used
Please select the days of the week.
To select individual week days, press three.
To select individual week days, say “Day” or
press three.
327
328
329
330
Service is set for Monday through Friday.
Service is set for each day of the week.
Recording canceled.
N/A
N/A
N/A
N/A
The system was busy and could not deliver
message notification at the specified time.
331
The system was unable to deliver message
notification due to a programming error.
N/A
332
333
334
335
336
Extension ID...
N/A
N/A
N/A
N/A
...the operator.
...the operator...
Remote Messaging will call...
To change a cascade level, press one.
To change a cascade level, say “Level” or
press one.
337
To select a message notification category,
press four.
To select a message notification category, say
“Category” or press four.
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
338
Please enter the cascade level you wish to
program.
Please enter the cascade level you wish to
program. Say or enter one through nine using
the keys on your telephone.
339
340
...with a pager number of...
N/A
To change the pager dial string, press three.
To change the pager dial string, say “Pager” or
press three.
341
342
To call an internal extension, press one.
To call an outside number, press two.
Not used
To call an internal extension, say “Internal” or
press one.
To call an outside number, say “Outside” or
press two.
343
344
Please enter the digits for your digital pager
and wait for further instructions.
Please say or enter the digits for your digital
pager and wait for further instructions.
345
346
347
348
349
350
351
352
353
354
355
356
The new pager number is...
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Mailbox Number
New Message Count
Pause
You must program a telephone number first.
You have chosen not to have a pager number.
Cascade Level...
You did not enter a valid document number.
This document is currently unavailable.
... is not a valid document number.
You have already selected that document.
To cancel this message, press star.
To cancel this message, say “Cancel” or press
star.
357
358
You have selected the maximum number of
documents allowed.
N/A
To send your fax, press pound.
To send your fax, say “Send” or press pound.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
359
You have selected one document.
N/A
N/A
N/A
360
361
You haven’t selected any documents yet.
You may select one more document during
this call.
362
363
364
365
You may select up to...
N/A
N/A
N/A
N/A
... more documents during this call.
Selections cancelled.
The number that will appear on your fax cover
sheet is...
366
367
368
369
You have chosen not to have your extension
appear on your cover sheet.
N/A
If you would like to have your fax delivered in
the future, press pound.
If you would like to have your fax delivered in
the future, say “Delay” or press pound.
To re-enter the number, press three.
To re-enter the number, say “Re-enter” or
press three.
If you wish to have your extension appear on
your cover sheet, enter the extension followed
by pound.
If you wish to have your extension appear on
your cover sheet, say or enter the extension
then say or press pound.
370
371
If you are calling from your fax machine, press
one.
If you are calling from your fax machine, say
“Yes” or press one.
Press the start button on your fax machine
now.
N/A
372
373
374
375
376
All of our fax lines are currently busy.
Please try again later.
N/A
N/A
N/A
N/A
N/A
Your fax will be delivered to...
Your fax will be delivered shortly.
I am unable to communicate with your fax
machine. Please make sure it is operating
properly and try again.
377
378
Please enter the 10 digit telephone number of
your fax machine, including area code.
Please say or enter the 10 digit fax number,
including area code.
The number you enter may be up to twenty
digits in length.
N/A
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
379
Your fax is scheduled to be delivered at...
N/A
380
381
Please enter a document number.
Please say or enter the document number.
When you have finished importing documents,
press star.
When you are done importing documents, say
“Finished” or press star.
382
383
384
385
Document number...
N/A
N/A
N/A
...is currently in use.
...already exists.
To replace this document, press pound.
To replace this document, say “Replace” or
press pound.
386
387
388
Document received.
N/A
Press pound to continue.
To import a fax document, press four.
Say “Continue” or press pound to continue.
To import a fax document, say “Import Fax” or
press four.
389
If this is an international call, enter 011 fol-
lowed by the country code and fax number.
Then press pound.
If this is an international call, say or enter 011
followed by the country code and fax number.
Then say or press pound.
390
391
I’m sorry. I’m not allowed to dial that number.
N/A
N/A
To receive your documents, please hang up
and call from your fax machine.
392
393
The system does not have enough disk space
to import your document.
N/A
N/A
The system is unable to import your document
because it will exceed the Maximum Fax
Library Size.
394
For recording options, press three.
For recording options, say “Options” or press
three.
395
396
397
398
There are...
N/A
N/A
N/A
N/A
... calls ahead of you.
Your call should be answered within...
You have selected...
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
...documents.
CONTENT (ASR)
399
N/A
N/A
400
401
402
403
404
405
406
407
408
Hello, you have reached the Inter-Tel voice
processing system.
Hello, you’ve reached the Inter-Tel automated
call handling system.
N/A
To change your message search order, press
two.
To change your message search order, say
“Order” or press two.
Your current message search order is first in
first out.
N/A
Your current message search order is last in,
first out.
N/A
To search for messages first in first out, press
one.
To search for messages first in first out, say
“First In” or press one.
To search for messages last in first out, press
two.
To search for messages last in first out, say
“Last In” or press two.
To change the search order for new mes-
sages, press one.
To change the search order for new mes-
sages, say “New” or press one.
To change the search order for saved mes-
sages, press two.
To change the search order for saved mes-
sages, say “Saved” or press two.
409
410
411
412
413
414
415
416
417
418
419
You have received a new message
You have received a new voice mail
You have received a new e-mail
You have received a new fax
You have received…
Not used
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Not used
Not used
Not used
Not used
Not used
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
420
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
Page 333
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
442
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
459
460
461
462
463
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
464
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
465
466
467
468
469
470
471
472
473
474
475
476
477
478
479
480
481
482
483
484
485
Page 335
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
486
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
Not used
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
487
488
489
490
491
492
493
494
495
496
497
498
499
500
If you know your party’s extension number,
enter it now.
If you know your party’s extension, please say
or enter it now.
501
502
503
To leave a message, press one.
To leave a message, say “Leave Message” or
press one.
To try another extension, press two.
To try another extension, say “Extension” or
press two.
Please hold while your call is being transferred N/A
to...
504
505
Not used
N/A
To return to the menu, press two.
To return to the menu, say “Menu” or press
two.
506
Your fax is scheduled to be delivered on...
N/A
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
507
The system already contains the maximum
number of fax documents allowed.
N/A
N/A
N/A
N/A
N/A
N/A
508
509
510
511
The system does not have enough disk space
to import any more documents.
The system is currently at or above the Maxi-
mum Fax Library Size.
Levels one through nine are currently dis-
abled.
Your call will be answered in the order it was
received.
512
513
There is one call ahead of you.
To change your transfer method, press five.
To change your transfer method, say “Trans-
fer” or press five.
514
515
516
517
Your current transfer method is unannounced.
Your current transfer method is screened.
N/A
N/A
Your current transfer method is announce only. N/A
To select unannounced transfers, press one.
For screened transfers, press two.
For announce only, press three.
To select unannounced transfers, say “Unan-
nounced” or press one.
518
519
For screened transfers, say “Screened” or
press two.
For announce only, say “Announce” or press
three.
520
521
Who should I say is calling?
N/A
To replay the announcement, press one.
To replay the announcement, say “Replay” or
press one.
522
523
524
To send this call to Voice Mail, press two.
To send this call to voice mail, say “Voice Mail”
or press two.
To forward this call to another extension, press To forward this call to another extension, say
three.
“Forward” or press three.
To accept this call, press pound.
To accept this call, say “Accept” or press
pound.
525
526
To refuse this call, press star.
You have a call from...
To refuse this call, say “Refuse” or press star.
N/A
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
527
To change the time and date, press five.
N/A
N/A
N/A
N/A
528
529
530
The current time is...
To accept the current time, press pound.
To enter a new time, use two digits for the
hour and two digits for the minutes.
531
532
533
The current date is...
N/A
N/A
N/A
To accept the current date, press pound.
To enter a new date, use two digits for the
month, two digits for the day, and two digits for
the year.
534
535
536
537
538
Invalid date.
N/A
Please enter the extension number.
Please say or enter the extension number.
Not used
Not used
N/A
N/A
For system prompt replacement or reinstate-
ment, press six.
For system prompt replacement or reinstate-
ment, say “Replacement” or press six.
539
540
Please enter the number of the system
prompt.
Please say or enter the number of the system
prompt.
The system prompt has been replaced by the
following custom prompt...
N/A
541
542
The original system prompt is...
N/A
To replace this system prompt with a custom
prompt, press three.
To replace this system prompt with a custom
prompt, say “Custom” or press three.
543
544
...is not a valid system prompt number.
N/A
To delete the custom prompt and reinstate the
system prompt, press nine.
To delete the custom prompt and reinstate the
system prompt, say “System” or press nine.
545
546
To replace this custom prompt with a new cus-
tom prompt, press three.
To replace this custom prompt with a new cus-
tom prompt, say “New Prompt” or press three.
You have no deleted messages.
N/A
Page 338
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
547
You have one deleted message.
N/A
N/A
548
549
...deleted messages.
To recover deleted messages, press two.
To recover deleted messages, say “Recover”
or press two.
550
To recover this message, press seven.
To recover this message, say “Recover” or
press seven.
551
552
Message recovered.
N/A
To purge this message, press nine.
To purge this message, say “Purge” or press
nine.
553
554
Message purged.
N/A
To listen to deleted messages, press one.
To listen to deleted messages, say “Listen” or
press one.
555
556
To recover all messages, press two.
To purge all messages, press three.
To recover all messages, say “Recover” or
press two.
To purge all messages, say “Purge” or press
three.
557
558
559
560
561
...messages recovered.
...messages purged.
N/A
N/A
N/A
N/A
...message recovered.
...message purged.
For message options, press five.
For message options, say “Options” or press
five.
562
563
For more options, press nine.
For more options, say “More” or press nine.
To change the fax destination number, press
one.
To change the fax destination number, say
“Number” or press one.
564
Please enter the extension number of your fax
destination, followed by the pound key.
Please say or enter the extension number of
your fax. Then say or press pound.
565
566
Your fax destination is...
N/A
N/A
You have chosen not to have a fax destina-
tion.
567
Invalid extension.
N/A
Page 339
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
Fax destination saved.
CONTENT (ASR)
568
N/A
N/A
569
570
Fax destination erased.
To cancel unheard sent voice mail messages,
press one.
To cancel unheard sent voice mail messages,
say “Unheard” or press one.
571
572
573
574
575
All sent messages have been heard.
Enter the destination mailbox.
N/A
Say or enter the destination mailbox.
This mailbox has one unheard message.
...unheard messages.
N/A
N/A
To append to the message, press two.
To append the message, say “Append” or
press two.
576
577
578
579
To leave a Voice Mail message, press one.
To make a return call, press two.
To leave a Voice Mail message, say “Voice
Mail” or press one.
To make a return call, say “Call Back” or press
two.
Please hold while your call is being transferred N/A
to an outside number.
Enter the number of the remote mailbox.
Say or enter the number of the remote mail-
box.
580
581
582
583
584
585
586
587
... followed by pound.
…has just listened to the original message.
This mailbox has...
Not Used
N/A
N/A
N/A
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
To hear the recipients, press three.
To hear the recipients, say “Hear” or press
three.
588
Not used
N/A
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
589
Not used
Not used
Not used
N/A
N/A
N/A
N/A
N/A
590
591
592
593
I’m sorry. I’m not allowed to dial that number.
Message received from an outside number
with no caller ID information.
594
I’m sorry. I do not have valid Caller ID informa- N/A
tion.
595
596
…the network…
N/A
N/A
Your call is being handled by the Inter-Tel
voice processing system.
597
598
599
600
601
602
603
604
605
606
607
608
You have no new e-mails.
... new e-mails
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
you have one new e-mail.
...saved e-mails.
You have one saved e-mail.
You have no new faxes.
... new faxes.
You have one new fax.
...saved faxes.
You have one saved fax.
The system has not been properly configured.
To listen to voice mails, press one.
To listen to voice mails, say “Voice Mail” or
press one.
609
To listen to e-mails, press three.
To listen to e-mails, say “E-mail” or press
three.
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
To listen to faxes, press six.
CONTENT (ASR)
610
To listen to Fax messages, say “Facsimile” or
press six.
611
612
613
614
You have no new messages.
with the subject...
N/A
N/A
N/A
I’m sorry, you cannot delete this e-mail.
To reply to all recipients, press one.
To reply to all recipients, say “Everyone” or
press one.
615
616
617
618
To reply to just the sender, press two.
To reply to just the sender, say “Sender” or
press two.
I’m sorry, this message was received from an
unknown source.
N/A
N/A
N/A
Please enter the digits for the fax destination
and wait for further instructions.
The system could not access your e-mail
account with the known password.
619
620
621
622
623
624
625
626
627
628
629
630
...totalling
N/A
...pages
N/A
I’m sorry, you cannot delete this fax.
For voice mails, press one.
For e-mails, press two.
For faxes, press three.
Not Used
N/A
For voice mails, say “Voice Mail” or press one.
For e-mails, say “E-mail” or press two.
For faxes, say “Facsimile” or press three.
Not Used
Not Used
Not Used
Not Used
Not Used
N/A
Not Used
Not Used
Not Used
Not Used
voice mail
Page 342
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
631
e-mail
N/A
632
633
634
635
636
637
638
639
640
641
642
643
644
645
646
647
648
649
650
651
652
Fax
N/A
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not used
Not Used
Not Used
Not Used
Not Used
Not Used
...flagged...
...saved....
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
N/A
N/A
...answered...
...recent...
N/A
N/A
...deleted...
N/A
…one page…
...voice mails...
...e-mails...
N/A
N/A
N/A
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
653
...faxes...
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
654
655
656
657
658
659
660
661
This message is marked...
...flagged...
...saved...
...answered...
...recent...
...deleted...
...with attachment...
For your voice mail envelope, press one.
For your voice mail envelope, say “Voice Mail”
or press one.
662
663
For your e-mail envelope, press two.
For your fax envelope, press three.
For your e-mail envelope, say “E-mail” or
press two.
For your fax envelope, say “Facsimile” or
press three.
664
665
For message filters, press six.
For message filters, say “Filters” or press six.
For the message subject, press three.
For the message subject, say “Subject” or
press three.
666
667
668
...message subject...
N/A
N/A
...message filters...
For the number of pages, press three.
For the number of pages, say “Pages” or
press three.
669
670
671
672
673
You cannot turn all fax envelope options off.
...number of pages...
N/A
N/A
N/A
N/A
N/A
You have no new voice mails.
Fax scheduled for delivery.
...new voice mails.
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
674
You have one priority voice mail.
N/A
N/A
N/A
N/A
675
676
677
678
You have one new voice mail
...saved voice mails…
You have one saved voice mail.
To listen to messages, press one.
To listen to messages, say “Messages” or
press one.
679
680
681
The system is momentarily unable to process
your request.
The system is momentarily unable to process
your request.
To wait for resources to become available,
press one.
To wait for resources to become available, say
“Wait” or press one.
To cancel the request and return to a previous
menu, press star.
To cancel the request and return to a previous
menu, say “Cancel” or press star.
682
683
684
685
686
687
688
689
690
691
692
693
694
695
Not Used
Not Used
N/A
You have one unheard voice mail.
You have one heard voice mail.
… unheard voice mail…
… heard voice mail…
You have no unheard voice mails.
Not Used
N/A
N/A
N/A
N/A
Not Used
Not Used
Not Used
Not Used
Not Used
N/A
Not Used
Not Used
Not Used
Not Used
You have one priority e-mail
Not Used
Not Used
Not Used
Not Used
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
696
Not Used
Not Used
Not Used
Not Used
N/A
Not Used
Not Used
Not Used
Not Used
697
698
699
700
Please spell the first few letters of where you
would like to search in the directory.
701
702
703
704
705*
706
707
708
709
710
711
...hours...
...hour...
N/A
N/A
<10 second pause>
<five second pause>
<one second pause>
Fax cancelled
N/A
N/A
N/A
N/A
telephone number…
Not Used
N/A
Not Used
Your results match more than…
…entries.
Your results match more than…
…entries.
If you would like to browse these results, press If you would like to browse these results,
one. To filter your search, press two.
please say “Yes” or press one. To filter your
search, say “No” or press two.
712
713
If the result is the first name, press one. Other- If that name is the first name, say “Yes” or
wise, please tell me the first name by pressing
the keys on your telephone.
press one. Otherwise, please tell me the first
name by saying, spelling, or pressing the keys
on your telephone.
If the result is the last name, press one. Other- If that name is the last name, say “Yes” or
wise, please tell me the last name by pressing
the keys on your telephone.
press one. Otherwise, please tell me the last
name by saying, spelling, or pressing the keys
on your telephone.
715
716
Not Used
Not Used
Not Used
Not Used
Page 346
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
…one saved voice mail
CONTENT (ASR)
717
N/A
718
719
720
721
722
723
724
725
726
727
728
729
730
731
732
…one saved e-mail
…one saved fax
…one saved message
… unheard voice mails
… heard voice mails
Not Used
N/A
N/A
N/A
N/A
N/A
Not Used
Not Used
Not Used
Not Used
N/A
Not Used
Not Used
Not Used
…one heard voice mail
Not Used
Not Used
Not Used
Not Used
N/A
Not Used
Not Used
I’m sorry, I didn’t understand your response.
The system prompt you have selected has two N/A
formats.
733
734
735
736
737
To select the standard format, press one.
To select the standard format, say “Standard”
or press one.
To select the speech-recognition format, press
two.
To select the speech-recognition format, say
“Speech Recognition” or press two.
To replace the standard format, press one.
To replace the standard format, say “Standard”
or press one.
To replace the speech-recognition format,
press one.
To replace the speech-recognition format, say
“Speech Recognition” or press one.
Not Used
Not Used
Page 347
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
738
Not Used
Not Used
N/A
739
Speech recognition has been disabled for this
call.
740
741
742
743
744
745
746
747
748
749
750
751
752
753
754
755
756
757
758
759
Not Used
Not Used
N/A
... messages…
...seen...
N/A
Not Used
Not Used
Not Used
N/A
Not Used
You have no saved voice mails.
Not Used
Not Used
N/A
You have no saved e-mails.
Not Used
Not Used
N/A
You have no saved faxes.
Not Used
Not Used
N/A
voice mail received...
E-mail received...
Fax received...
Priority voice mail received...
Priority e-mail received...
Not Used
N/A
N/A
N/A
N/A
Not Used
N/A
and seen
and recent
N/A
and answered
N/A
Page 348
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
760
and deleted
Not Used
...Million...
...Billion...
...Trillion...
...Minus...
...Dollar...
...Dollars...
...Cent...
N/A
761
762*
763*
764*
765*
766*
767*
768*
769*
770
Not Used
N/A
N/A
N/A
N/A
N/A
N/A
N/A
...Cents...
<Pause>
O’clock
N/A
N/A
771*
772*
773
N/A
...Point...
N/A
I was unable to connect to your voice mail
server.
N/A
774
775
776
I was unable to connect to your e-mail server.
I was unable to connect to your fax server.
N/A
N/A
If you have changed your password, press
one.
If you have changed your password, say
“Password” or press one.
777
To continue without these messages, press #.
To continue without these messages, say
“Continue” or press #.
778*
779*
780*
781*
dash
N/A
N/A
N/A
N/A
ampersand
at
left parenthesis
Page 349
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
right parenthesis
CONTENT (ASR)
782*
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
783*
784*
785*
786*
787*
788*
789*
790*
791*
792*
793*
794*
795*
796*
797*
798*
799*
800*
801*
802*
803*
underscore
space
Tilde
a
b
c
apostrophe
lower A
lower B
lower C
d
e
F
exclamation point
lower D
lower E
lower F
g
h
I
star
Page 350
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
804*
lower G
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
805*
806*
807*
808*
809*
810*
811*
812*
813*
814*
815*
816*
818*
819*
820*
821*
822*
823*
824*
825*
826*
lower H
lower I
j
k
l
pound
lower J
lower K
lower L
m
n
o
lower M
lower N
lower O
p
q
r
s
lower P
lower Q
Page 351
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
827*
lower R
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
828*
829*
830*
831*
832*
833*
834*
835*
836*
837*
838*
839*
840*
841*
842*
843*
844*
845*
846*
847*
848*
lower S
T
u
v
question mark
lower T
lower U
lower V
w
x
Y
z
lower W
lower X
lower Y
lower Z
colon
period
comma
forward slash
backward slash
Page 352
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
849*
plus sign
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
850
851
852
853
854
855
856
Please hold while I check your e-mail.
...one unreadable message
...unreadable messages
You have no unreadable messages
To manage unreadable messages, press six
unreadable message...
If you are finish, please press pound. Other-
wise, press the next key to continue spelling.
857
858
859
860
861
Your quota grace limit has been reached.
please hold while I check your messages.
The message could not be played.
Not Used
N/A
N/A
N/A
Not Used
N/A
I’m sorry there are no network mailboxes
available for Node...
862
863
I’m sorry. This message cannot be forwarded.
N/A
I could not connect to any of your remote serv- N/A
ers. You will be redirected to the local voice
mail view.
864
865
866
867
868
869
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Page 353
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
870
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
Not Used
871
872
873
874
875
876
To record a standard greeting press one.
To record a standard greeting, say “Standard”
or press one.
877
878
879
To copy the standard greeting to the speech-
recognition greeting, press two.
To copy the standard greeting to the speech-
recognition greeting, say “Copy” or press two.
To record a speech-recognition greeting press
three.
To record a speech-recognition greeting say
“Speech Recognition” or press three.
If you would like to copy this recording to the
speech-recognition greeting, press one.
If you would like to use this recording as the
speech-recognition greeting, say “Copy” or
press one.
880
To record a new speech-recognition greeting,
press three.
To record a new speech-recognition greeting,
say “New” or press three.
881
882
ñ (pronunciation: en-yay)
N/A
N/A
I'm sorry. This system prompt is not available
for replacement.
883
884
The following message could not be delivered
to...
N/A
To disable Speech Recognition mailbox com-
mands for this call, press eight.
To disable Speech Recognition mailbox com-
mands for this call, say 'Disable' or press
eight.
885
886
Speech Recognition disabled.
N/A
N/A
I could not create a secure connection to your
remote server. You will be redirected to the
local voice-mail view.
887
888
Please contact your system administrator.
N/A
N/A
E-mail Reader was unable to retrieve your
faxes from your e-mail server due to a login
failure.
Page 354
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Voice Processing Prompts
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
889
E-mail Reader was unable to retrieve your e-
mails from your e-mail server due to a login
failure.
N/A
890
891
Please enter your e-mail account password.
This is case sensitive. Using the keypad, you
can scroll through symbols, numbers, and let-
ters, both lower and upper case.
Please spell or enter your e-mail account
password. This is case sensitive. You can
speak symbols, numbers, and letters. For
upper case letters, say 'upper' followed by the
letter.
Using the keys on your telephone, please spell Please say the last name of the person you
the last name of the person. Then press
pound. For the letter Q, press seven. For the
letter Z, press nine.
are trying to reach. Otherwise, using the keys
on your telephone, please spell the last name
of the person, then press pound. For the letter
Q, press seven. For the letter Z, press nine.
892
893
894
895
896
You have no voice-mails
You have no e-mails
You have no faxes
N/A
N/A
N/A
N/A
...Network extension...
To enable Speech Recognition mailbox com-
mands for this call, press eight.
To enable Speech Recognition mailbox com-
mands for this call, say “Enable” or press
eight.
897
There was an error accessing your messages;
you will be returned to the main-menu
N/A
898
899
...Network Mailbox...
N/A
N/A
I think you said “delete.” If this is correct,
please press 1; if this is not correct, please
press 2.
900
901
902
903
904
905
906
907
908
Speech Recognition enabled.
N/A
No days selected.
No days selected.
On
On
Off
Off
N/A
N/A
N/A
N/A
N/A
N/A
Message dated…
Message dated…
E-mail Reader was unable to retrieve your
faxes and e-mails from your e-mail server due
to a login failure.
E-mail Reader was unable to retrieve your
faxes and e-mails from your e-mail server due
to a login failure.
Page 355
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Voice Processing Prompts
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Table 43. Voice Prompts: Non-ASR and ASR (Continued)
PROMPT ID
CONTENT (NON-ASR)
CONTENT (ASR)
909
To copy this message to additional mailboxes,
press four.
To copy this message to additional mailboxes,
say “Copy” or press four.
Page 356
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Default Feature Codes
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Default Feature Codes
Trunk Access Codes
CODE (US/
EUROPE)
FEATURE NAME
CODE (US/
EUROPE)
FEATURE NAME
Display Outside Party Name On/Off
379
300
Automatic Route Selection (ARS)
Trunk Group Access 1-208
Emergency Calls
92000*
92001–92208*
911/999
8
Display Time/Date (IP Mode)
Display IP Address (SIP Mode)
Do-Not-Disturb
Do-Not-Disturb Cancel
Do-Not-Disturb On/Off
370
371
372
Outgoing Call
*These feature codes may differ depending on the software version.
Do-Not-Disturb Override
Enhanced Speakerphone Enable
Feature Key Default
Group Listen
373
310
395
312
319
Station Feature Codes
CODE (US/
FEATURE NAME
EUROPE)
Handsfree On/Off
Account Code – All Calls Following
Account Code – Optional
391
390
Headset Enable
Headset Disable
Headset On/Off
315
316
317
ACD Agent Login
ACD Agent Logout
ACD Agent Login/Logout Toggle
326
327
328
Hold – Individual
Hold – System
336
335
ACD Agent Wrap-Up Terminate
Agent Help
329
375
376
351
320
360
361
350
313
386
355
357
356
358
301
330
5
Hunt Group Remove
Hunt Group Replace
Hunt Group Remove/Replace
322
323
324
Agent Help Reject
Answer (Ringing Call)
Audio Diagnostics
Automatic CO Access On/Off
Automatic IC Access On/Off
Automatic Trunk Answer
Background Music On/Off
Barge-In
LCD Contrast
Message
303
365
366
368
367
314
7
Message – Cancel
Message – Cancel Current
Message – Silent
Mute On/Off
Page
Call Forward All Calls
Call Forward If Busy
Call Forward If No Answer
Call Forward If No Answer/Busy
Change Language
CO Hookflash
Page On/Off
325
393
397
392
6
Program Bit Rate
Program Keys
Program Station Password
Queue Request
Record-A-Call
Redial
385
380
331
Conference
Data
340
394
307
Redirect Call
Default Station
Reminder Message
Reminder Message Cancel
305
306
Directory
Page 357
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Default Feature Codes
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Diagnostics Feature Codes
CODE (US/
EUROPE)
FEATURE NAME
The Diagnostics Mode feature code (9900/9100) must be entered
before the following feature codes can be used.
Remote Programming
Reverse Transfer (Call Pick-Up)
Review Keys
359
CODE (US/
FEATURE NAME
4
EUROPE)
396
Compress On/Off
9982/9182
9981/9181
9926/9126
9927/9127
9922/9122
9936/9136
Ring Intercom Always On/Off
Ring Tone Selection
Routing Off
377
Compression Statistics
398
Diagnostic - ASAI Snoop Off
Diagnostic - ASAI Snoop On
Diagnostic - Dump Extension
304
Station Monitor
321
Station Speed Dial
Station Speed Dial Programming
382
383
Diagnostic - Dump Node Informa-
tion
Steal
387
399
Diagnostic - Dump System
Diagnostics
9933/9133
Switch Keymap
System Forward Enable
System Forward Disable
System Forward On/Off
352
353
354
Diagnostic - Heap Dump
Diagnostic - Heap Statistics
Diagnostic - ISDN View
9943/9143
9947/9147
9948/9148
9962/9162
9945/9145
9946/9146
9964/9164
9939/9139
System Speed Dial
Transfer to Hold
Transfer to Ring
381
346
345
Diagnostic - Major Reset
Diagnostic - Mark As Leaks
Diagnostic - Mark As Quiescent
Diagnostic - Minor Reset
Administrator Feature Codes
Diagnostic - Network Freeze Zone
System Histories
CODE (US/
EUROPE)
FEATURE NAME
Diagnostic - Network Unfreeze
Zone System Histories
9989/9189
Automatic Diagnostics Delivery
On/Off
9823
Diagnostic - Network Group
Diagnostic - Print Auxdata
Diagnostic - Print Message Log
Diagnostic - Print Network Log
Diagnostic - Query Node Traffic
Diagnostic - Show Version
Diagnostic - SIP View
9963/9163
9972/9172
9975/9175
9976/9176
9978/9178
9928/9128
9987/9187
Clear Network Alarm
Clear System Alarm
Diagnostics On/Off
Enable Network Day
Enable Network Night
Modem Disable
9851
9850
9900/9100
9862
9861
9867
Modem Enable
9866
Diagnostic - Spare 1-3
9910-9912/
9110-9112
Modem Reset
9869
Night Ring On/Off
9860
Diagnostic - System History
Diagnostic - View Displays
Program Database
9974/9174
9983/9183
9932/9132
9973/9173
9993/9193
9998/9198
Periodic Diagnostics On/Off
Program System Speed Dial
Set Network Date/Time
Set Time/Date
9825
9801
9810
Seize Device
9800
System History — Freeze
System History — Unfreeze
Synchronize Network Time
9811
Page 358
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Index
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Index
Administrator (Continued)
A
Administrator (Continued)
ACD Agent
Alarms
ACD Hunt Group Flags
All-Ring Hunt Group 135
Analog Endpoints
Administrator
ARS
ASR
Page 359
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Attendants
Basic Voice Mail
Boot Code
Audiotex Recordings
Automated Attendant
C
Automatic Route Selection
Callback Queue
B
Caller ID
Page 360
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Diagnostics
Dial-0 Destination
Clearing alarms
Digital Keyset Card (DKSC)
Direct Station Selection (DSS)
Direct Station Selection/Busy Lamp Field (DSS/BLF)
D
DISA
Page 361
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Endpoint flags (Continued)
optional equipment
E
Enterprise Messaging
Endpoint
Endpoint display
Executive and Professional Display Endpoint Speaker-
phones 103
Endpoint flags
Extension Lists
in hunt groups 135
Page 362
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Index
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Extension Numbers
Forced Account Codes (Continued)
Forward
F
Faxes
Forward (FWD) Key
Freeze/Unfreeze
Fax-on-Demand
G
H
Handsfree
Headsets
Hold
Forced Account Codes
Page 363
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Intercom
call processing 135
Internal Modem
Internet Protocol
ring in 135
IP (Internet Protocol)
using extension lists 135
IP endpoints
I
Page 364
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Index
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
J
M
Japanese prompts and displays
Mailbox
K
L
Last Number Dialed
Last Number Saved
Media Gateway Control Protocol
Light Emitting Diode (LED)
Light-Emitting Diode (LED)
Message Notification Message Flags
Page 365
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Messages
Network (Continued)
MGCP (Media Gateway Control Protocol)
Model 8520 Endpoint
Network Group
Network History
Multi-Protocol endpoints
O
N
Network
Operator Destination
Page 366
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Optional Equipment
Phones
Placing
Premium Features
P
Private Number
PCDPM
Procedures
<Emphasis>See Personal Computer Data Port Mod-
ule 107
Personal Computer Data Port Module
Call Forward to an extension
Viewing
Processor Module (PM-1)
Page 367
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Programming
Record (Continued)
Programming from an Administrator endpoint
Prompts
Redialing
Q
Queue
R
Recall
Record
Ring In
hunt groups 135
Page 368
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Index
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Speakerphone
S
Secondary Extensions
Session Initiation Protocol
Speed Dialing
Standard Display Endpoint
STAR
see Scheduled Time-based Application Routing
Station Message Detail Recording
Single-Line Sets
Station Speed Dial
SIP (Session Initiation Protocol)
SMDR
see Station Message Detail Recording
Page 369
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Table
Redial Last Number Dialed or Last Number Saved
232
Tables
Toll Restriction
System-wide flag
Toll restriction
overridden when dialing an Emergency Number
162
T
Page 370
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Index
®
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
U
Unlisted Number
Unsupervised CO Timer
Username
Trunk Groups
Using
V
Viewing
Page 371
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Index
INTER-TEL CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
®
Volume Control
W
Page 372
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Voice Mail Flowchart
NOTE: At any menu level, you can say “Cancel” or press
to cancel or return to the previous menu or say
#
“Accept” or press
to accept.
ADMINISTRATOR MAILBOX MENU
ACCESSING THE SYSTEM
ADMINISTRATOR’S MAILBOX
1
2
3
“Broadcast Message”
“Mailbox Maintenance”
Recording “Options”
SENDING A MESSAGE
During your message:
•
EITHER, Press the MSG button to
respond to a message from voice
mail.
2
3
#
“Pause”
OR, Call the voice mail extension
4
6
“Import Fax”
number, say “Login” or press
and say or enter your mailbox
number.
,
“Erase” and Re-record
“Continue”
System Prompt “Replacement”
•
•
Enter your password (press
).
#
After your message:
9
Say or press
trator features.
to access adminis-
1
2
3
#
“Replay
CREATE CUSTOM RECORDING
“Append”
“Erase”
If existing recording plays:
1
2
3
“Replay”
“Accept”
“Append”
Hang up to cancel
Enter Mailbox Number
or Extension ID
Enter Group Number
“Erase” and Re-Record
“Accept”
#
ASSIGN CUSTOM RECORDINGS
“Select” Recording
If no recording exists,
see “Making a Recording”
2
PERSONAL OPTIONS
Enter Ext. Number
Enter Mode:
1
Record “Greeting”
“Primary” Greeting
“Alternate” Greeting
“System” Greeting
1
2
3
1
“Day” Mode
MAKING A RECORDING
2
“Night” Mode
During your recording:
Enter Recording Number
If recording number exists:
2
3
#
“Pause”
(See Recording Options)
“Erase” and Re-record
“Continue”
Verify number
2
#
Record Directory “Name”
(See Recording Options)
Re-enter number
3
4
Change “Password”
Change “Envelope” Settings
“Voice Mail”
After you finish:
EITHER, Hang up
IMPORT FAX DOCUMENT
#
1
2
3
OR, For options
If document number exists:
“E-Mail”
RECORDING OPTIONS
“Replay”
Replace
#
“Facsimile”
1
2
3
3
“Re-enter” Number
Then select:
“Append”
1
2
3
4
5
“Time, Date”
“Source”
If document number does not exist:
“Erase” and Re-record
“Cancel”
Verify Number
#
3
1
“Re-enter” Number
“Length/Subj./Pages”
“All Options”
“None”
“Accept”
#
REMOTE MESSAGING
RECORD CUSTOM PROMPTS
Program Cascade “Level”
5
9
“Remote” Messaging
“Primary” Cascade
“Alternate” Cascade
“More” Options
Enter cascade level number, then:
1
3
9
“Replay”
“Replace”
“System”
“Cancel”
“Options”
1
2
1
2
3
“Change”
Enter “Personal” #
Enter “Pager” #
1
2
5
2
3
Fax “Number”
Enter “Time” of Day
Set “Days” of Week
Monday-Friday
#
Message “Order”
“Transfer” Method
1
MESSAGE ORDER
“New” Messages
2
3
All Days
1
2
TRANSFER METHOD
Individual Days 1-7
Select Message “Category”
“Saved” Messages
4
1
2
3
“Unannounced”
“Screened”
Then set search order:
1
2
All Messages
1
2
“First In”
“Last In”
Priority Messages
“Announce” Only
“Cancel”
Download from Www.Somanuals.com. All Manuals Search And Download.
Part No. 580.8001
Issue 1.1, August 2005
A691/9112A
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