Inter Tel Telephone Axxess User Manual

Axxess

Administrator’s Guide

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Part Number

550.8001

AXXESS

ADMINISTRATOR’S GUIDE

Issue 8.2, January 2004

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NOTICE

This Inter-Tel^®Axxess^®Administrator’s 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 additional information, please contact your local INTER-TEL service representative.

For sales, service, or technical support,

contact your local authorized Inter-Tel dealer.

If you have any questions or comments regarding this guide or

other technical documentation, contact

Inter-Tel’s Technical Publications Department at:

Te[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^®, Executone^®, Inside Track^®, and Unified Communicator^®are registered trademarks of Inter-Tel, Incorporated.

Eclipse^2™is a trademark of Inter-Tel, Incorporated.

IBM^®and OS/2^®Warp are registered trademarks of International Business Machines Corporation.

MS-DOS^®and Microsoft^®Windows^®are registered trademarks of Microsoft Corporation.

AudioCodes™ is a trademark of AudioCodes Ltd.

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Table of Contents

AXXESS ADMINISTRATOR’S GUIDE — January 2004

Table of Contents

CONTENTS

PAGE

FCC Regulations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii

Safety Regulations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

Introduction

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

T e lephone System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

V o ice Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Administrator Procedures

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

System Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

V o ice Mail Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

System Hardware

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Station Instruments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Optional System Equipment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

System Features

111

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Access to the Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Attendant Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Inter-Tel Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Off-Hook V oice Announce (OH V A ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Page v

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Table of Contents

AXXESS ADMINISTRATOR’S GUIDE — January 2004

CONTENTS

PAGE

Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Intercom, Speed-Dial, and Feature Code Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

House Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Redirect Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Remove from Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Do-Not-Disturb Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Remote Feature Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Default Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Hookflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Record Keeping and Maintenance Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Voice Processing Features

269

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272

Call Routing Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276

Fax-On-Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Scheduled Time-Based Application Routing (STAR) . . . . . . . . . . . . . . . . . . . . . . . . . . 285

SMDR Information Storage and Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

V o ice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Using V o ice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Page vi

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Table of Contents

AXXESS ADMINISTRATOR’S GUIDE — January 2004

CONTENTS

PAGE

Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Automatic Fax Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Default Feature Codes

Voice Mail Flowchart

Page vii

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FCC Regulations

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FCC Regulations

Important

This equipment complies with Part 68 of FCC rules. On the side of the equipment cabi-

net is a label that contains, among other information, the FCC registration number and

ringer equivalence number (REN) for this equipment. Customers connecting this equip-

ment 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 FCC rules

— FCC registration number: BE2USA-64572-MF-E (for MF-rated systems),

BE2USA- 64573-KF-E (for KF-rated systems), or BE2USA-24359-PF-E (for PBX

systems)

— 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)

— Ringer equivalence number (REN), as applicable (see chart on next page)

NOTE: The REN is used to determine the quantity of devices which may be con-

nected to the telephone line. Excessive RENs on the telephone line may result in

the devices not ringing in response to an incoming call. In most, but not all areas,

the sum of the RENs should not exceed five (5.0). To be certain of the number of

devices that may be connected to the line, as determined by the total RENs, contact

the telephone company to determine the maximum REN for the calling area.

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.

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.)

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.

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.

Page viii

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FCC Regulations

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

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.

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 routed to a dial prompt. This equipment

also returns answer supervision on all DID calls forwarded back to the public telephone

network. Permissible exceptions are: a call is unanswered, busy tone is received, and

reorder tone is received.

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 INTERFACE

RINGER EQUIV

ALENCE NO. (REN)

SERVICE ORDER

CODE (SOC)

USOC JACK

CONNECTOR

CODE (FIC)

2-Wire Loop

02LS2

0.6B

3.6B/4.4B

0.6B

RJ21X

–

2-Wire Loop/Ground

2-Wire Ground

02LS2/02GS2

02GS2

RJ21X

–

OPX Class C*

0L13C

9.0F

RJ11C, RJ21X

–

0.0B

–

2-Wire DID**

02RV2-T

AS.2

6.0Y

RJ11C, RJ21X

RJ48C

D4 Superframe/AMI

04DU9-BN

D4 Superframe with

B8ZS

04DU9-DN

6.0Y

RJ48C

–

Extended

Superframe (ESF)

04DU9-1KN

6.0Y

RJ48C

–

ESF with B8ZS

04DU9-1SN

6.0Y

RJ48C

–

Primary Rate ISDN

* Also interfaces with Class A and B.

** When using T1 facilities to provide DID service, do not use the DID facility interface code (FIC); instead, pro-

vide the telephone company with DID answer supervision code “AS.2” and the FIC for the requested T1 service.

Page ix

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FCC Regulations

AXXESS ADMINISTRATOR’S GUIDE – January 2004

CAUTION

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 UL1950/CSA950 AND EN 60950 STANDARDS AND

COMPLIES WITH EN 55022 AND PART 15 OF FCC RULES.

Notice

This equipment generates and uses radio frequency energy and if not installed and used prop-

erly, that is, in strict accordance with the manufacturer’s instructions, may cause interference 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

Rule. 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 necessary 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 encouraged to try to correct

the interference by one or more of the following measures:

•

Reorient the receiving antenna

Relocate the equipment cabinet with respect to the receiver

Check that the equipment cabinet and receiver are not on the same circuit; the equip-

ment cabinet must be powered from an isolated, dedicated AC outlet

If necessary, the user should consult the dealer or an experienced radio/television technician

for additional suggestions. The user may find the following booklet prepared by the FCC help-

ful: “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 RFI problems persist, contact Inter-Tel Customer Support.

The Axxess^®system is now product safety certified by Canadian Standards Association (CSA)

for use in both the United States and Canada.

Page x

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Safety Regulations

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Safety Regulations

Important Safety Instructions

CAUTION

The “NRTL/C” indicator adjacent to the CSA mark on the product label signifies that the

Axxess^®System has been evaluated to the applicable ANSI/UL and CSA Standards for use

in both the United States and Canada. NRTL (Nationally Recognized Testing Laboratory)

is a designation granted by the U.S. Occupational Health and Safety Administration

(OSHA) to laboratories which have been accredited to certify products to U.S. Standards.

Before installation, also check the local electrical codes for important information concern-

ing 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, including the following:

Read and understand all instructions.

Follow all warnings and instructions marked on the product.

Unplug this product from the wall outlet before cleaning. Do not use liquid cleaners or

aerosol cleaners. Use a damp cloth for cleaning.

Do not use this product near water (for example, in a wet basement).

Do not place this product on an unstable cart, stand, or table. The product may fall,

causing serious damage to the product.

Slots and openings in the cabinet 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.

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.

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.

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.

11.

Never push objects of any kind into this product through cabinet 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.

Page xi

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Safety Regulations

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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:

a. When the power supply cord or plug is damaged or frayed.

b. If liquid has been spilled into the product.

c. If the product has been exposed to rain or water.

d. 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 operation.

e. If the product has been dropped or the cabinet has been damaged.

f. 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

CAUTION

This exclamation point within a triangle (which, for example, is silk-screened

on the front of the system cabinet) is intended to alert the user to the presence

of important operating and maintenance (servicing) instructions in the litera-

ture accompanying the product. Be sure to read and follow all of the instruc-

tions included in this manual.

Page xii

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Introduction

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Introduction

CONTENTS

PAGE

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Telephone System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Networkin g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

System Administrator Duties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

V o ice Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

V o ice Mail Networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

V o ice Mail Administrator Duties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Page 1

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Introduction

AXXESS ADMINISTRATOR’S GUIDE – January 2004

INTRODUCTION

This Administrator’s Guide provides all of the information an administrator should need to

know about the system hardware and features, and it gives detailed instructions on their use.

Refer to the user guide provided with each phone for simplified instructions on using telephone

and voice mail system features.

TELEPHONE SYSTEM

The Inter-Tel Axxess Telephone system is a state-of-the-art, digital, voice/data, hybrid tele-

phone system. As a hybrid system, it incorporates many of the user-friendly features of key

systems with many of the expanded features and flexibility of private branch exchange (PBX)

systems.

The system is designed to meet the needs of growing businesses. In fact, the system’s unique

digital signal processing (DSP) structure allows it to be easily adapted and expanded as busi-

ness communication needs change, especially with the Caller ID, Automatic Number Identifi-

cation (ANI), Dialed Number Identification Service (DNIS), and Integrated Services Digital

Network (ISDN) features. The modular design makes the system easy to install and service.

And, the programmable features provide an abundance of user-friendly applications to meet

each customer’s needs. Highlights of the system’s design include:

•

Advanced microprocessor technology.

•

Modular, easily replaceable hardware with add-on capabilities for optional features.

Flexible programming to customize many system and station features.

NETWORKING

With system software versions 5.0 and later, you can connect two or more phone systems to

form a network that provides a seamless interface between the systems. To the user, the net-

work appears as though it is one integrated system. With few exceptions, the user can perform

all of the functions across the network that he can within a single phone system.

In this manual, all references to a “network” mean two or more connected systems. Each sys-

tem in a network is called a “node.”

The maximum capacities for networking are listed in the following table.

FEATURE/DEVICES

System Nodes per network

Local devices per node

CAPACITY

1792*

8000

Off-node devices per node

Devices per network

40,000

* The maximum number of stations and trunks that can be installed is limited by the number of

voice channels and/or system memory resources available.

Introduction

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Introduction

AXXESS ADMINISTRATOR’S GUIDE – January 2004

SYSTEM ADMINISTRATOR DUTIES

As a system administrator, you can provide the following services:

•

Place the local phone 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 re-synchronize clocks in the network.

Make database changes (see page 12 for a list of programming areas)

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

Administrator features are described in detail beginning on page 8.

Any Inter-Tel phone can be designated as an administrator station through Database Program-

ming. All designated administrator stations should be equipped with display phones to show

system alarms and make programming easier.

NOTE: Single-line sets can not be used as an administrator station.

System Administrator Duties

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Introduction

AXXESS ADMINISTRATOR’S GUIDE – January 2004

VOICE PROCESSOR

The system Voice Processor can be used for any of the following applications:

•

Voice Mail: This application handles all calls that are directed to voice mail (other than

through the Message Notification/Retrieval application) by subscribers and non-sub-

scribers. Callers will hear the main company greeting, followed by a menu of available

options. Stations can forward or transfer calls directly to their mailbox.

•

Message Notification/Retrieval: The Message Notification/Retrieval application pro-

vides voice mail message notification and quick mailbox access.

Directory Services: Directory services provide callers with a list of mailboxes and

extension IDs.

Automated Attendant: The automated attendant is a programmable feature that can be

used to provide automated call answering service. Calls can transfer, forward, or

directly ring in to an automated attendant. When an 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 then dial an extension or mailbox number.

•

Automated Attendant Recall Destination: If a call, that is transferred by the auto-

mated 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 station is unavailable and allows the caller to leave a message (if the

station has an associated mailbox) or dial another extension.

Call Routing Announcement: Call Routing Announcements can be used two ways:

— A Call Routing Announcement application can be used in place of a playback

device. The playback device function is especially useful for programming hunt

group announcement and overflow stations. When called, the Call Routing

Announcement application will play a recording and then hang up.

— The Call Routing Announcement application can use Digit Translation which

allows the caller to press a single digit for access to a mailbox, a fax-on-demand

function, or a station or hunt group that has an associated mailbox or extension ID.

Digit translation can be programmed for each digit 0-9, #, and *, plus a Timeout

that is used when the caller does not enter a digit. Each digit can lead to a “digit

translation node” that has its own digit translation values. This layered Call Rout-

ing Announcement digit translation creates a “tree” of programmable digit transla-

tion nodes.

Voice Processor

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Introduction

AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

Record-A-Call: This feature allows a station user to record an ongoing call in a voice

mailbox message. When a station user enters the Record-A-Call feature code, the sys-

tem places a call to the station’s assigned Record-A-Call application. When the applica-

tion answers, the system sets up a conference call with the station’s Record-A-Call

mailbox. If programmed, the mailbox plays a greeting to indicate that the recording is

in progress.

STAR: The Scheduled Time-Based Application Routing (STAR) enhances the pro-

grammability of the voice mail application greetings. With STAR, applications can be

programmed to play alternative greetings for holidays and weekends. A STAR applica-

tion is a table of up to 20 entries, that serves as a “routing table” which tells the Voice

Processor which application will be used, based on day and time information in the

table. (The applications are programmed to play the greetings, not the STAR applica-

tion. The STAR routes the call to the right application.)

•

Station Message Detail Recording (SMDR) Information Storage: SMDR informa-

tion can be stored on the Voice Processor’s hard disk and then processed using call

record sorting software, such as Inter-Tel’s Inside Track .

VOICE MAIL NETWORKS

A Voice Processor can be installed on any or all nodes in the system network. These Voice Pro-

cessors can also be networked together to allow a caller to leave a message on the local Voice

Processor for a mailbox located on another Voice Processor in the network.

The maximum capacities of the network are listed in the following table.

FEATURE/DEVICES

CAPACITY

100^a

Voice Processors per network

10,000^b

Local or Off-Node Mailboxes and/or Extension IDs per

Voice Processor node

System Audio Interface Ports per node

Applications per node

150

Group Lists per node

Members per group list

1000

1500

Remote Message Notification Numbers per mailbox

Audiotex Recordings per node

500

Message Notification/Retrieval Applications per node

System Passwords per node

Time Slot Groups per node

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.

This is the maximum number of mailboxes supported by the NT-based software.

Voice Mail Networks

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Introduction

AXXESS ADMINISTRATOR’S GUIDE – January 2004

VOICE MAIL ADMINISTRATOR DUTIES

As the voice mail administrator, you can use special features that are not provided to other

voice mail users. The system administrator mailbox has all standard subscriber 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 voice mail prompts

Voice mail administrator features are described in detail on page 45.

Voice Mail Administrator Duties

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Administrator Procedures

CONTENTS

PAGE

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

System Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Placing the System in Night Mod e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Placing Nodes in Day or Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Setting System Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Setting Network Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Synchronizing Network Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Programming the Database Using an Administrator’s Station. . . . . . . . . . . . . . . . . . . . 12

Station Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

System Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Trunk Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Programming System Speed-Dial Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Programming and Using DSS/BLF Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Managing System and Network Alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

System Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Network Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Clearing Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Alarm Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Assigning the CPC Modem to a DSS/BLF Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Resetting the Call Processing Card Mode m . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 2

Using the Network Group Diagnostics Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Seizing a Devic e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 3

Freezing/Unfreezing the System History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Freezing/Unfreezing the Network History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

V o ice Mail Administrator Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Broadcasting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Maintaining Mailboxes and Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Importing Fax Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Creating Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Recording Custom V o ice Mail Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

INTRODUCTION

During database programming, any Inter-Tel phone can be designated as a system administra-

tor and/or a voice mail administrator. All administrator stations should be equipped with dis-

play phones to show system alarms and to make programming easier.

This section gives you all of the instructions for using the Administrator Features of the system

and voice mail.

•

System Administrator Features begin below.

Voice Mail Administrator Features begin on page 45.

A quick reference card is located in the front of this book for your convenience.

Refer to the System Features and Voice Processing Features chapters for detailed descriptions

of the system and Voice Processor and for general user procedures.

NOTE: The telephone system provides a choice between American English, British English,

Spanish and Japanese prompts and displays. As an administrator, you must know which lan-

guage is considered Primary and which is Secondary for the system.

SYSTEM ADMINISTRATOR FEATURES

Any display Inter-Tel phone (attendant or non-attendant) can be assigned as a telephone system

administrator. System administrator stations provide the following services:

•

Place the local node or other nodes in the network in night or day mode

Set the date and time of the local node

Set the network date and time and re-synchronize clocks in the network

Make database changes (see page 12 for a list of programming areas)

Enable, disable, and reset local and off-node Call Processing Card 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

Any Inter-Tel phone station can be programmed to be an administrator station by the database

programmer or by another administrator station.

NOTE: Single-line sets can not be used as an administrator station.

If a non-administrator station user attempts to use the administrator features, the user will hear

reorder tones, and the display will show CANNOT ACCESS RESERVED FEATURE.

Introduction

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PLACING THE SYSTEM IN NIGHT MODE

An administrator station can place the local node in day or night mode. The day/night mode

determines which lists the system will use for trunk access, toll restriction, etc.

Night mode also affects the night transfer relays on the Options Card (OPC). The relays are

activated when the system is placed in night mode. See SPECIFICATIONS in the Installation

Manual for details.

TO TURN NIGHT MODE ON OR OFF:

While on hook, enter the Night Ring On/Off feature code (9860). You hear a single

confirmation tone. The display shows NIGHT MODE IS ON (or OFF). Then, if night

mode was turned on, the display shows THE SYSTEM IS IN NIGHT MODE until day

mode is turned on.

PLACING NODES IN DAY OR NIGHT MODE

An administrator station can 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 restriction, 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:

While on hook, enter the Enable Network Night feature code (9861).

You are prompted to enter a node number. Enter the desired node number.

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:

While on hook, enter the Enable Network Day feature code (9862).

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.

Placing the System in Night Mode

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

SETTING SYSTEM DATE AND TIME

NOTE: Software versions 8.2 and later support the automatic Daylight Saving Time feature. To

enable the automatic Daylight Saving Time feature, the Enable Daylight Saving Time flag in

Database Programming must be set to Yes. In systems running software versions 8.1 and ear-

lier, you must reset the system time whenever Daylight Saving Time begins and ends.

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 phones 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 you make a mistake, press

to backspace or press

or CANCEL to leave it

unchanged and start over.

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.

NOTE: If using a station programmed for Japanese, enter the date as year, month,

date. For example, 010203 for February 3, 2001.

If you do not need to change the time, press

or ACCEPT twice to exit. The display

shows SYSTEM DATE AND TIME UPDATED.

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 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.

NOTE: If using a station programmed for Japanese, the prompts will be reversed and

you will set the AM/PM before the hour and minutes.

Setting System Date and Time

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

SETTING NETWORK DATE AND TIME

Occasionally, the network time or date needs to be reset (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 phones and 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.

TO SET THE NETWORK DATE AND TIME:

MUTE

NOTE: If you make a mistake, press

to backspace or press

or CANCEL to leave it

unchanged and start over.

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).

NOTE: If using a station programmed for Japanese, enter the date as year, month,

date. For example, 010203 for February 3, 2001.

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.

Use the dialpad buttons to enter the time in hours and minutes. (For example, enter

0900 for 9:00.)

NOTE: If using a station programmed for Japanese, the prompts will be reversed and

you will set the AM/PM before the hour and minutes.

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

(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.

Setting Network Date and Time

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

SYNCHRONIZING NETWORK TIME

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.

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 setting on the node with the lowest number.

An administrator can synchronize the clocks in all nodes in the network using the following

procedure.

TO SYNCHRONIZE NETWORK TIME:

While on hook, enter the Synchronize Network Time feature code (9811). You hear a

confirmation tone, and the display shows NETWORK TIME SYNCHRONIZED.

PROGRAMMING THE DATABASE USING AN ADMINISTRATOR’S STATION

Any administrator station can perform database programming using an Inter-Tel phone. How-

ever, it requires a display phone, and an Executive Display, Professional Display or Model

8560 Phone is strongly recommended.

NOTE: If using an analog phone, you will need to use the PREVIOUS/NEXT or UP/DOWN but-

tons in place of the Volume button in the instructions in this section.

The database areas that can be programmed by an administrator station include the following:

Station Programming:

•

Create or delete Administrator stations

Create or delete Attendant stations

Create or delete House Phones

Assign stations to Attendants

Program usernames

Program station toll restriction

System Option Programming:

•

Program Do-Not-Disturb (DND) messages

Program up to ten passwords for the Database Programming feature

Program station extensions

Swap extensions

Trunk Programming:

•

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

Synchronizing Network Time

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Entry to the Database Programming feature at the administrator station can be protected using

a password. A password would prevent unauthorized users from altering the system database.

NOTE: Passwords are very important to system security. Without sufficient password protec-

tion, the telephone system database is vulnerable to unauthorized access.

Depending on the database changes you make, the system may require a reset after program-

ming. If so, the system will prompt you for a reset and ask if it should be done immediately or

delayed. Delaying the reset would 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 but-

ton 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 chart below to

program information in alphanumeric mode. (Note that letters correspond to the letters

printed on the dialpad buttons.) The Japanese characters will be available only if the

Multilingual Support premium feature is included in your software license, Japanese is

programmed as a Primary or Secondary Language, and the administrator’s station is set

for Japanese.

NUMBER OF TIMES BUTTON IS PRESSED

BUTTON

KATAKANA CHARACTERS^**

ENGLISH/SPANISH CHARACTERS

(

)

’

TSU

SHI

CHI

# or /*

tsu

Ñ or #*

long

*The character available depends on the software version.

**The Japanese characters are only available if the Multilingual feature is enabled and Japanese

is installed as the secondary language.

Programming the Database Using an Administrator’s Station

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Station Programming

You can use your administrator station to program the following station information:

•

Create or delete Administrator stations: You can program any other Inter-Tel phone

to be an additional administrator station, or you can delete administrators. (You cannot

program this for your own station or a single-line station.)

•

Create or delete Attendant stations: You can program any station to be an Attendant

station, or you can delete Attendants.

Create or delete House Phones: You can program any station to be a House Phone, or

you can delete House Phones.

Assign stations to Attendants: You can change the assigned Attendant for each sta-

tion.

•

Program usernames: You can program or change the username for any station.

Program station toll restrictions: You can program toll restriction classes of service

for the stations. Station toll restrictions are described in detail on page 155.

The Station Database Programming process is summarized in the flowchart shown on page 17.

See page 65 for a Program Planning Sheet.

NOTE: If necessary, you can press the asterisk ( ) or Speaker button to cancel programming

and discard any unsaved changes, at any time during the following procedure.

TO PROGRAM STATIONS:

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

. (If you enter an incorrect password or do

not press , the display shows INVALID PASSWORD.)

If a password is not required, skip this step.

The display shows ENTER DATABASE OPTION. (Display phones also show the

options: STATION, SYSTEM, and TRUNK.) Press

or the STATION menu button.

The display shows ENTER STATION EXTENSION. Enter the extension number of the

station 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 exten-

sion number, username and circuit number of the station that most closely matches the

partial extension number. Press

or ACCEPT to program the displayed station, or

scroll to another station 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.

Station Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

The display shows ENTER STATION OPTION. Select one of the following:

a. Station Flags: This option allows you to set the Administrator Station, Attendant,

and House Phone flags. To select it, press

or the STATION FLAGS menu but-

ton. There are three flags that can be programmed: Administrator, Attendant, and

House Phone. (However, you cannot program the Administrator flag for your own

station or for a single-line station.) 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 PRE-

VIOUS to scroll backward.

2. To enable or disable a displayed flag: Press

or the ON menu button to

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

ACCEPT to save the new flag settings. The display shows DATABASE

UPDATED and then returns to the ENTER STATION 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

STATION OPTION prompt.

b. Station Information: This option allows you to select an attendant for the station or

program the station’s username. To select it, press

or the STATION INFO

menu button. The display shows ENTER STATION INFO OPTION. Select one of

the following:

1. Attendant: To assign an attendant to serve this station, 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 STATION INFO

OPTION prompt. The display shows DATABASE UPDATED. (Or, to cancel

your entry, press

FORMED.)

or CANCEL. The display shows NO UPDATE PER-

2. Username: To change the username of the station, press

or the USER-

NAME menu button. The display shows ENTER USERNAME. Enter the new

name as described on page 13. (Or, to cancel your entry, press

or CAN-

CEL. The display shows NO UPDATE PERFORMED.)

Station Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

c. Toll Restriction: This option allows you to set the station class of service for day

and/or night modes. To select it, press

ton. Then do the following:

or the TOLL RESTRICTION menu but-

1. The display shows TOLL RESTRICTION OPTION. Press

or the COS

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 wish 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 Volume

button or PREVIOUS to scroll backward. The default COS numbers are as

follows. See page 155.

COS 01 – ARS Only

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. When the correct COS is displayed, press

or the ON menu button to

enable the toll restriction. Or, press

or the OFF menu button to disable it.

4. If desired, repeat steps c2 and c3 to program additional COS toll 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 STATION OPTION prompt.

When the display shows ENTER STATION OPTION, press

again to exit to the

ENTER STATION EXTENSION prompt. You can then program another station 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.

If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one

of the following:

— 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.

— Immediate Reset: Press

or the IMMEDIATE menu button to reset the system

now.

NOTE: A system reset will drop all calls in progress.

Station Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 1. Station Database Programming Flowchart

Enter Program Database

feature code 9932

ENTER DATABASE OPTION

Press 1 or STATION

menu button

ENTER STATION EXTENSION

Enter desired station extension number, then #

ENTER STATION OPTION

Press 1 or STATION FLAGS

Press 3 or TOLL RESTRICTION

menu button

Press 2 or STATION INFO

menu button

STATION 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

unsaved changes and back up to exit pro-

gramming.

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

PHONE DISPLAYS

Station Database Programming Flowchart

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

System Programming

You can use your administrator station to program the following system-wide information:

•

Define Do-Not-Disturb messages: The messages for the Do-Not-Disturb feature can

be reprogrammed through an administrator’s station. (See page 247 for information

concerning their use.) Administrators can delete or change messages 01-20 to any value

(up to 16 characters). When the system has a programmed Primary and Secondary Lan-

guage, the system has default Do-Not-Disturb 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. (See

page 172 for a description of the Change Language feature.) The Secondary Language

translation has the same meaning as the Primary Language message. The default mes-

sages are:

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 stations 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 station. (See page 258 for information about using reminder messages.)

The messages can have up to 16 characters each. When Primary and Secondary Lan-

guages are enabled, the system has default reminder messages in both languages. The

current language of the programming phone determines which list is programmed. (See

page 172 for a description of the Change Language feature.) Each Secondary Language

translation has the same meaning as the Primary Language message. The default mes-

sages are:

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

System Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 stations: The extension number for any station

can be changed by an administrator. The new extension number cannot conflict with an

existing number.

Swap extensions: An extension number can be relocated (swapped) to another station.

To swap extensions, the two affected stations must meet the following criteria:

— Both devices must reside on the same node as the administrator who performing

the swap.

— Both devices must be the same type (i.e., both digital phones or both single-line

sets).

— Neither device can be the administrator phone performing the swap.

The System-Wide Database Programming process is summarized in the flowchart shown on

page 23. See page 65 for a Program Planning Sheet.

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:

NOTE: If you wish to change the Japanese DND or reminder message sets, make sure your

station is set in Japanese mode. See page 172 for an explanation of the Change Language fea-

ture.

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 . (If you enter an incorrect password, the dis-

play shows INVALID PASSWORD.)

If a password is not required, skip this step.

The display shows ENTER DATABASE OPTION. (Display phones show the options:

STATION, 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

used by the stations. 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

described on page 13.

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

System Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 admin-

istrator programming feature. To select it, press

ton. Then do the following:

or the PASSWORD menu but-

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 .)

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

used by the stations. 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 correct message, press the Vol-

ume button or the SCROLL plus NEXT and PREVIOUS menu buttons.)

2. When the display shows the desired message, enter the new message as

described on page 13.

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 sta-

tions. To select it, press

or the STN EXTENSION menu button.

If programming a station:

1. Press

or CHANGE EXT. The display shows ENTER STATION EXTEN-

SION. Enter the extension number of the station 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 station that

most closely matches the partial extension number. Press

or ACCEPT to

program the displayed station, or scroll to another station as described below.

System Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 station. 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 STATION EXTEN-

SION, you must start over and select a new extension number.

3. Press

or ACCEPT to exit to the ENTER STATION EXTENSION prompt.

The display shows UPDATING DATABASE for four seconds and then

DATABASE UPDATED. (Or, to cancel your entry, press

The display shows NO UPDATE PERFORMED.)

or CANCEL.

NOTE: Although the system begins to update the database when you press

ACCEPT, it may take longer than the four-second display 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 stations:

1. Press

or SWAP EXTS. The display shows ENTER STATION 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 sta-

tion that most closely matches the partial extension number. Press

ACCEPT to continue, or scroll to another station 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.

NOTE: If the feature times out while entering an extension number, the displays

shows INCOMPLETE EXTENSION.

System Programming

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

NOTE: 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 PERFORMED. If the entered extension is the adminis-

trator station performing the swap, the same extension number as the target station,

or the wrong device type, the display shows CONFLICTING EXTENSION.

When the display shows ENTER SYSTEM OPTION, press

ENTER DATABASE OPTION prompt.

again to exit to the

When finished with all programming, press

while the ENTER DATABASE

OPTION prompt is displayed. This ends the programming session.

If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one

of the following:

— 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.

— Immediate Reset: Press

or the IMMEDIATE menu button to reset the system

now.

NOTE: A system reset will drop all calls in progress.

System Programming

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 STATION

EXTENSION

ENTER STATION

EXTENSION

Enter 0-8 digit

password and

press #

Enter the extension

number of the first

station to be swapped

and press #

Enter the extension

number of the station

to be changed

(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 station

and press #

Enter the extension

number of the second

station to be swapped

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

PHONE DISPLAYS

System Database Programming Flowchart

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Trunk Programming

The trunk information that can be programmed by an administrator station 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.

NOTE: If a second loop reversal is not received, the system will not terminate 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 terminate the call.

NOTE: If a second loop reversal is not received, the system will not terminate 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 cannot be programmed unless the Advanced

CO Interfaces premium feature 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.

Trunk Programming

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Trunk groups:

•

Day/Night Answer Access: You can program separate lists for stations with allowed-

answer access in day and night modes.

Day/Night Ring-In: You can program separate lists of stations with ring-in for day and

night modes.

Change Toll Restrictions: You can program toll restriction classes of service for the

trunk groups. Classes of service are described in detail on page 155.

Trunk List: Each trunk group has a programmed list of individual trunks.

The Trunk Database Programming process is summarized in the flowchart shown on page 29.

See page 65 for a Program Planning Sheet.

NOTE: If necessary, you can press the asterisk ( ) or Speaker button to cancel programming

and discard any unsaved changes at any time during the following procedure.

Entering extension numbers:

When the procedure asks you to enter a station, trunk, or trunk group extension number, you

can use any of the following methods (If you enter an invalid extension number, you hear reor-

der 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 station, trunk, or trunk group that most closely

matches the partial extension number. Press

or ACCEPT to accept the displayed

extension, or scroll to another station 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:

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 . (If you enter an incorrect password, the dis-

play shows INVALID PASSWORD.)

If a password is not required, skip this step.

The display shows ENTER DATABASE OPTION. (Executive Display, Professional

Display and Model 8560 Phones also show the options: STATION, SYSTEM, and

TRUNK.) Press

OPTION.

or the TRUNK menu button. The display shows ENTER TRUNK

Trunk Programming

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

To Program an Individual Trunk: Press

or the INDIVIDUAL TRUNK menu but-

ton. Then program trunk options as follows:

a. The display shows ENTER TRUNK EXTENSION. Enter the extension number of

the trunk to be programmed using one of the methods described on page 25.

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.

Answer Supervision: To program the answer supervision for the trunk, press

the ANS SUPERVISION menu button. When the display shows ANS SUPERVI-

SION OPTION, press

or the POLARITY REVERSE menu button for the

polarity-reversal supervision type. Or, press

for Valid Call timer supervision. Or, press

or the VALID CALL menu button

or the VALID + POLARITY menu

button for Valid Call timer with Polarity Reversal supervision. Then press

ACCEPT to continue.

Caller ID: To enable or disable Caller ID, press

or the CALLER ID menu but-

ton. When the display shows SET CALLER ID, press

or ON to enable the fea-

ture, or press

or OFF to disable it. Then press

or ACCEPT to continue.

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

BALANCE 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,

press

or the SIGNALING menu button. When the display shows ENTER SIG-

NALING OPTION, press

or the DTMF menu button, or press

or the

PULSE menu button. Then press

or ACCEPT to continue.

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

EXTENSION, enter the desired trunk group number using one of the methods

described on page 25.

Busy Trunk: To temporarily remove the trunk from service, press

or the BUSY

TRUNK menu button. When the display shows MARK TRUNK BUSY, press

or the ON menu button, or press

ACCEPT to continue.

or the OFF menu button. Then press

c. To exit, press

or ACCEPT to move backward through the prompts until you

reach the ENTER DATABASE OPTION prompt.

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

page 25.

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.

Trunk Programming

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Answer Access For Day Or Night Mode: To program the station(s) that will have

answer access for this trunk group for day mode, press

or the ANS-ACCESS

DAY menu button. To program for night mode, press

NIGHT menu button. When the display shows ENTER STATION EXTENSION,

do the following:

1. Enter a station extension using one of the methods described on page 25.

2. The display shows the extension number and a Yes/No prompt. Press

the YES menu button, followed by

, to include the station in the list. Or,

press

or the NO menu button, followed by

, to exclude the station from

the list.

3. When the display returns to ENTER STATION EXTENSION, select another

extension number. Or, if finished programming the station list, press

ACCEPT to continue.

Ring-In For Day Or Night Mode: To program the station that will have ring in for

this trunk group for day mode, press

or the RING-IN DAY menu button. To

program for night mode, press

or the RING-IN NIGHT menu button. When the

display shows ENTER STATION EXTENSION, enter stations into the list one at a

time as described above for Answer Access.

Toll Restriction: To program the toll restrictions for the trunk group, press

the TOLL RESTRICTION menu button. When the display shows TOLL

RESTRICTION OPTION, press the numbers that correspond to the toll restrictions

you wish to program, as follows:

1. COS for day or night mode: To program the toll restriction class of service for

day mode, press

or the COS DAY menu button. To program class of ser-

vice 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 wish 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. (See page 155 for definitions. COS 01

is not used for trunks.) When the correct COS is displayed, 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 additional 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

2. Exempt from ARS: To program the Exempt from ARS option, press

or the

EXEMPT FROM ARS menu button. When the display shows EXEMPT

FROM 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.

Trunk Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

3. Subject to toll restriction: To program the trunk group Subject to Toll Restric-

tion option, press

or the SUBJECT TO TOLL menu button. When the

display shows SUBJECT TO TOLL, 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.

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. Enter a trunk extension using one of the methods described on page 25.

2. The display shows the extension number and a Yes/No prompt. Press

the YES menu button, followed by

, to include the trunk in the list. Or,

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

ACCEPT to continue.

c. To exit, press

or ACCEPT to move backward through the prompts until you

reach the ENTER DATABASE OPTION prompt.

When finished with all programming, press

while the ENTER DATABASE

OPTION prompt is displayed. This ends the programming session.

If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one

of the following:

•

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.

Immediate Reset: Press

or the IMMEDIATE menu button to reset the system

now.

NOTE: A system reset will drop all calls in progress.

Trunk Programming

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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

PHONE DISPLAYS

Press 2 or OFF

menu button

Press 1 or ON

menu button

Trunk Database Programming Flowchart

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 3. 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 STATION 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

Trunk Database Programming Flowchart

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROGRAMMING SYSTEM SPEED-DIAL NUMBERS

System speed-dial numbers and names can be programmed by the installer or at any adminis-

trator station.

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 telephone 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 programmable

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. If you make a mistake, press

backspace.

REDIAL

•

Press

to enter the last number dialed or saved at the station (up to 48 digits).

Press one of the speed-dial buttons on the Inter-Tel phone to enter the outside telephone

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

alphanumeric and numeric mode.

Programming System Speed-Dial Numbers

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

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 chart on the follow-

ing page to program information in alphanumeric mode. (Note that letters correspond to

the letters printed on the dialpad buttons.) The Japanese characters will be available

only if the Multilingual Support premium feature is included in your software license,

and Japanese is set as the Primary or Secondary Language.

NUMBER OF TIMES BUTTON IS PRESSED

BUTTON

KATAKANA CHARACTERS^**

ENGLISH/SPANISH CHARACTERS

(

)

SHI

CHI

TSU TE

/ or #*

Ñ or /* 6

tsu

long

* The character available depends on the software version.

**The Japanese characters are only available if the Multilingual feature is enabled and Japanese

is installed as the secondary language.

Programming System Speed-Dial Numbers

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO PROGRAM OR CHANGE SYSTEM SPEED-DIAL NUMBERS AND NAMES:

MUTE

NOTE: If you make a mistake, use the

button to backspace. Or, press

or CANCEL

at any time to cancel the operation (the name and number in memory remains unchanged and

the display shows FEATURE CANCELED); then start over.

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: (cur-

rent name). If you do not continue to the next step, the display times out after the Long

Interdigit timer expires and you must start over.

To change or program the name: Enter the desired name for the speed-dial number

using your dialpad as described on page 31, then press

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

repeatedly until the name is erased. Then press

or ACCEPT.

To leave the name the same: Press

or ACCEPT.

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.

TO ERASE SYSTEM SPEED-DIAL NAMES OR NUMBERS:

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: (cur-

rent name).

You may erase the name and/or number:

MUTE

To erase the name: Press

CLEAR.

repeatedly until the name is erased or press

To erase the number: Press

or ACCEPT to display the ENTER NUMBER

MUTE

prompt, then press

repeatedly until the number is erased or press CLEAR.

Press

or ACCEPT to exit. You hear a single progress tone when accepted. Your dis-

play shows SYS SPD BIN #XXX UPDATED.

Programming System Speed-Dial Numbers

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROGRAMMING AND USING DSS/BLF BUTTONS

Direct Station Selection/Busy Lamp Field (DSS/BLF) buttons (located on a DSS/BLF unit,

Mini-DSS unit, or an Inter-Tel phone) provide one-button access to extension numbers. If the

button is equipped with a lamp, you can visually monitor the status of the associated extension.

DSS/BLF buttons are not available on single-line sets.

NOTE: You can program a DSS button for an off-node device, but not for “wildcard” off-node

extensions.

Together, the lamps in the buttons create a busy lamp field that indicates the status of the

resource (e.g., station, trunk, hunt group, or feature) assigned to the buttons. The table shown

below explains what DSS lamps indicate about the associated resource.

IF THE LAMP IS...

THEN...

Solidly Lit

The associated resource is busy or all stations 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 station will show a solidly lit lamp.)

Continuous Flutter

The associated resource is causing a STATION OFF-HOOK system alarm.

In Database Programming, DSS/BLF buttons may also be programmed for direct access to

other resources (such as paging zones) or they can be assigned feature codes (see page 167).

Busy lamp indication is provided to show the idle/busy status of the resource or feature.

NOTE: Programming a DSS button as a resource does not always provide a transfer capability.

For example, a DSS button programmed for paging will not transfer a party to the paging sys-

tem.

Programming and Using DSS/BLF Buttons

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROGRAMMING DSS/BLF BUTTONS:

With the handset in the cradle, dial

Press the DSS button(s) and dial the desired extension number.

Once programmed, you can use your DSS button as follows:

•

You can place an intercom call to the extension that the DSS button is programmed for

by pressing the button once.

You can transfer a call to the extension that the DSS button is programmed for by press-

ing 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 FOR-

WARDED TO VOICE MAIL.)

•

If the DSS button has a lamp, you can visually monitor the status of the extension.

PLACING AN INTERCOM CALL USING DSS/BLF BUTTONS:

To use the handset: Lift the handset. The display shows ENTER EXTENSION NUM-

BER.

To use the speakerphone: While on hook, press the Speaker button or

. The

Speaker button lights. The display shows ENTER EXTENSION NUMBER.

If you want to place a private (non-handsfree) call to an Inter-Tel phone, press the

pound ( ) button. The display shows RING EXTENSION NUMBER.

Press the desired DSS/BLF 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 set, 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 station is busy and your station is enabled for immediate

OHVA transmit, do not hang up when calling a busy phone. Press the DSS/BLF 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.

Programming and Using DSS/BLF Buttons

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TRANSFERRING CALLS TO STATIONS:

While on a call, press the desired DSS/BLF 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 intro-

ductory prompts.

c. Transfer-to-park: If transferring to a park location, hang up or press the Hold but-

ton to complete the transfer. Then page the desired party and announce the call.

The party must reverse transfer the call. Note that if the call is not answered, it will

recall your station if transferred directly, or it will recall the called transfer-to-park

location’s attendant if transferred to hold.

If desired, wait for an answer and announce the call. If you are calling a device that

does not accept handsfree calls (such as an automated attendant or transfer-to-park loca-

tion), 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).

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 DSS/BLF button.

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

button of the station where the call is ringing.

OR, press the desired DSS/BLF button, and then press

Transfer feature code (4).

and enter the Reverse

∞

Programming and Using DSS/BLF Buttons

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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. If all Inter-Tel phones in

the system are inoperative, any alarm messages are sent to the system’s primary serial port (on

the CPU).

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’ stations. 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 mail) require attention from service personnel.

Note that when a voice mail alarm is in effect, the telephone system may be functioning prop-

erly, but the Voice Processor 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.

Managing System and Network Alarms

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO RESPOND TO A MINOR ALARM FROM ANY ALARM DISPLAY STATION:

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.

Take the appropriate action as indicated in the following table.

ALARM TEXT

DESCRIPTION/ACTION NEEDED

A station remained off hook and inactive until the Inactivity Alarm timer expired. The

display and the SMDR indicate which station is off hook. The station’s button on DSS/

BLF Units and on other stations’ speed-dial buttons flutters continuously. Locate the

station and replace the handset in the cradle. The station’s display shows STATION

OFF HOOK.

#10 XXXXX OFF-HOOK

NOTE: Calls being transmitted over the secondary voice path are not affected or

interrupted by an off-hook alarm condition.

A user has dialed the Emergency Call feature code (911) and the system has

selected a trunk and dialed the programmed emergency number.

#11 XXXXX EMER-

GENCY

The printer is not functioning properly. Check that the cable and the power cord are

connected and that it has paper and ribbon.

#12-13 & 20 CHECK

PRINTER

The system real-time clock has not been initialized or has been corrupted. Set the

#14 SET DATE/TIME

system time and date as described on page 10.

The voice mail disk space is either 80% or completely full. If it reaches 100%, voice

mail cannot accept any messages until disk space is made available.

#21 V-MAIL 80% FULL/

#22 V-MAIL 100% FULL

The SMDR disk space is either 80% or completely full. If it reaches 100% before the

SMDR information is cleared, no further SMDR recording will be possible.

#23 SMDR 80% FULL/

#24 SMDR 100% FULL

The IP Network does not have enough bandwidth to support the IP call that is cur-

rently connected to the extension. If this alarm is generated frequently, it could indi-

cate a network problem that requires the attention of your network administrator.

Make sure the affected device is not behind a firewall or NAT.

#32 X <ext> INSUF

BAND

NOTE: This alarm is displayed only if the Insufficient Bandwidth Alarm flag is enabled

in Database Programming (System\Flags).

These alarms indicate that an equipment failure has occurred that requires the atten-

tion of service personnel. When calling for service, be prepared to provide them with

the alarm information as well as what was taking place when the alarm occurred, if

anything

#100-199 & 200-299

CALL TECHNICIAN

TO RESPOND TO A MINOR ALARM FROM ANY ALARM DISPLAY STATION:

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 phones, the associated Keyset Card

may have failed. The warning might also appear on a single phone if the phone or its cabling

may be defective. Because they indicate that all or part of the system is inoperative, major

alarms require immediate attention from service personnel.

Network Alarms

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

NOTE: You can press IDLE MENU at any time to view the idle menu instead of the

clear alarm menu.

Alarm Queue

Software versions 8.2 and later support the Alarm Queue feature. This feature prioritizes sys-

tem and network alarms based on severity and allows system administrators to view and han-

dle 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 clearing alarms individually, the alarms are

displayed in order of severity. The Emergency Alarm (when an extension has dialed emer-

gency services) 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.

Clearing Alarms

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

•

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 five minutes. This prevents the queue from being filled with dupli-

cate alarms.

The following table shows which alarms have a numbered priority.

PRIORITY

ALARM NUMBER

A011

PRIORITY

ALARM NUMBER

A017

A018

A020

A021

A022

A023

A024

A025

A026

A032

A100

A101

A102

A103

A105

A106

A107

A108

A116

A119

A121

A122

A123

A125

A203

A204

A104

A109

A110

A111

A112

A114

A115

A120

A124

A126

A127

A010

A012

A013

A014

A015

A016

A117

A118

A200

A201

A202

Alarm Queue

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Networked systems containing nodes that are running version 8.1 or earlier require special

attention because not all nodes will have an alarm queue. In networks such as this, 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, any pre-8.2

nodes will not show any other alarms because these nodes do not have a queue to store alarms.

8.2 or later nodes, however, may still have additional alarms in the queue. When this happens,

each 8.2 node must manually clear the other network alarms.

For example, suppose you have a three-node network: node 1 running 8.0; node 2 running 8.2;

and node 3 running 8.2. Node 1 then generates two network alarms, one immediately after the

other. At this point, node 1 shows one network alarm (the latest) and nodes 2 and 3 show two

network alarms. Node 1 then clears the alarm, and a broadcast message is sent. 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 the queue. This alarm will stay in the queue until node 3 clears it or until the

alarm is overwritten as previously described.

ENABLING/DISABLING THE CALL PROCESSING CARD MODEM

The Call Processing Card (CPC), available in versions 8.0 and later, has a built-in modem that

can be used for a number of functions. Once the modem has been enabled, it can be used for

Database Programming, Message Print, and SMDR and for uploading the system software

license.

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:

NOTE: Programming off-node modems across an IPRC connection is not supported.

While on hook, enter the Modem Enable (9866) or Modem Disable (9867) feature code.

The display shows ENABLE (DISABLE) MODEM EXT #.

Enter the extension of the modem (local or off-node) to enable/disable. The display

shows MODEM ENABLED (DISABLED).

NOTE: If an invalid modem extension is entered, the display shows INVALID MODEM

EXTENSION.

ASSIGNING THE CPC MODEM TO A DSS/BLF BUTTON

To easily monitor the CPC modem, it is recommended that you program a Direct Station Selec-

tion/Busy Lamp Field (DSS/BLF) button to reflect the modem’s status (see page 34). When

programmed for a local or off-node CPC modem, the DSS/BLF button indicates the following

states:

•

Unlit: Modem is not active.

Fast Flash: Modem is ringing.

Slow Flash: Modem is disabled.

Solid: Modem is connected to a call.

Enabling/Disabling The Call Processing Card Modem

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

RESETTING THE CALL PROCESSING CARD MODEM

CAUTION

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 strongly recommends that you assign the modem extension to a DSS/BLF button.

Occasionally the CPC modem will need to be reset if it is unable to answer an incoming call or

out of sync with the external modem.

TO RESET THE MODEM:

NOTE: A modem reset drops any call that is currently connected to the modem.

Enter the Modem Reset (9869) feature code. The display shows RESET MODEM

EXT#.

Enter the extension of the modem (local or off-node) to reset. The display shows

MODEM RESET.

NOTE: If an invalid modem extension is entered, the display shows INVALID MODEM

EXTENSION.

USING THE NETWORK GROUP DIAGNOSTICS FEATURE

NOTE: The Network Group diagnostics feature works on Inter-Tel proprietary IP devices for the

local node only. It does not work across nodes.

Version 8.1 supports a Network Group Diagnostics feature that allows an administrator to ver-

ify that the Network Groups are programmed properly. When the Network Group Diagnostics

feature code is entered, the phone system 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 (see page 265). It is recom-

mended that you enable a port for Message Print before you run this diagnostics feature.

NOTE: Because this feature affects system performance, it is recommended that you run the

diagnostics program when the system is idle (i.e., after normal business hours).

TO RUN THE NETWORK GROUP DIAGNOSTICS:

While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics

mode. The display shows DIAGNOSTICS ON.

Enter the Network Group Diagnostics feature code (9963 by default). 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.

Resetting the Call Processing Card Modem

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 board, circuit,

and device number.

The Seize Device is affected by trunk restriction. The administrator’s station must have outgo-

ing access permission for the trunk to seize it. Toll restriction is applied to any calls placed

after the seizure of the trunk.

TO SEIZE A DEVICE:

While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics

mode. The display shows DIAGNOSTICS ON.

Press the Special button and enter the Seize Device feature code (9973). The display

shows ENTER BOARD.

Enter the board number on which the device to be seized is located (if you enter a single

digit, press

after the digit to continue). (If you enter an invalid board number, the

display shows INVALID BOARD NUMBER.) Do not enter the CPU board 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 board. (If you

enter an invalid board number, the display shows INVALID BOARD NUMBER.)

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 board number, the display shows

INVALID BOARD NUMBER.) When the device has been selected, it is seized as if

the user had directly entered the extension or trunk access number.

Enter the Diagnostics Mode feature code (9900) to turn off diagnostics mode. The dis-

play shows DIAGNOSTICS OFF.

For example, if you wanted to seize the T1 trunk on the tenth circuit of the T1C in card slot 3

(circuit 3.10.0), the entries would be as follows:

ENTER BOARD: 3

ENTER PORT: 10

(Device number not required.)

However, to select the first single-line device connected to the second circuit of the KSC in

card slot 5 (circuit 5.2.1), the entries would be as follows:

ENTER BOARD: 5

ENTER PORT: 2

ENTER DEVICE: 1

Seizing a Device

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics

mode. The display shows DIAGNOSTICS ON.

Enter the Freeze System History feature code (9993) or Unfreeze System History fea-

ture code (9998). The display shows HISTORY FROZEN (or UNFROZEN). If you

attempt change the state of the system history to its current status, the display shows

HISTORY ALREADY FROZEN (or UNFROZEN).

Enter the Diagnostics Mode feature code (9900) to turn off diagnostics mode. The dis-

play 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.

TO FREEZE OR UNFREEZE NETWORK HISTORY:

While on hook, enter the Diagnostics Mode feature code (9900) to turn on diagnostics

mode. The display shows DIAGNOSTICS ON.

Enter the Network Freeze Zone System Histories feature code (9939) or Network

Unfreeze Zone System Histories feature code (9989). Display shows SELECT FRZ

ZONE (0-9) #.

Enter the number of the zone you wish 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) to turn off diagnostics mode. The dis-

play shows DIAGNOSTICS OFF.

Freezing/Unfreezing the System History

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

VOICE MAIL ADMINISTRATOR FEATURES

The voice mail administrator can use special features that are not provided to other mailbox

owners. The system administrator mailbox has all standard 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 voice mail prompts

To access the system administrator’s mailbox, the system administrator dials the voice mail

access number, presses

number, then presses

to access the main menu, enters the system administrator’s mailbox

to reach the System Administrator Menu. (There is not a prompt for

entering the .)

BROADCASTING MESSAGES

The system administrator has 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:

Dial the voice mail application access number. You hear the main menu.

During or after the greeting, press to identify yourself as a mailbox owner.

Enter the system administrator mailbox number and password.

Press

to access the System Administrator Menu.

When you hear the System Administrator Menu list of options, press

broadcast message.

to send a

Record your message.

To pause while recording: Press . To continue, press any button except

To erase and re-record your message: Press

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 your message. Hang

up and try again later.

When you have completed your message, you have the following options:

If you are satisfied with your message, hang up. OR press

for more options.

If you wish to hear your message, press

If you wish to add to your message, press

and continue your message as described in

step 6.

To erase and re-record your message, press

Voice Mail Administrator Features

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

MAINTAINING MAILBOXES AND GROUP LISTS

Using the system administrator’s mailbox, you may provide basic voice mail mailbox and

group list system maintenance. This maintenance includes the following:

•

Record the name of a standard mailbox, extension ID, or a group list

Record the mailbox greeting and set personal options for a mailbox

Set the password for a mailbox or extension ID

NOTE: 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. This is especially important in the system administrator's

mailbox which allows programming access to the other mailboxes.

The system administrator does not need to know the mailbox’s password to perform mainte-

nance on another mailbox.

TO PERFORM MAILBOX/GROUP LIST MAINTENANCE:

Dial the voice mail application access number. You hear the main menu.

During or after the greeting, press to identify yourself as a mailbox owner.

Enter the system administrator mailbox number and password.

Press

to access the System Administrator Menu.

When you hear the System Administrator Menu list of options, press

Mailbox/Group List Maintenance option.

to access the

Dial the mailbox, extension ID, or group list number to be accessed.

If programming a mailbox or extension ID, you hear the Personal Options menu. Fol-

low the instructions on page 301 to program the personal options (name, password,

message envelope, or greeting) for the selected mailbox.

If programming a group list, the current name is played. You are prompted to enter a

name. After the tone, record the name for the selected list. When you are finished, press

. Then press

again to accept the name. (Or, press

to erase and re-record it.)

to replay the name you just

recorded, or

Maintaining Mailboxes and Group Lists

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

IMPORTING FAX DOCUMENTS

If you have a fax card in your Voice Processor, you can use the voice mail administrator’s

mailbox to import fax documents. Imported documents can then be requested by callers who

use the Call Routing Announcement application that is programmed to provide the Fax-On-

Demand service.

TO IMPORT A FAX DOCUMENT:

Using a fax machine, dial the voice mail application access number. You hear the main

menu.

During or after the greeting, press

to identify yourself as a mailbox owner.

Enter the system administrator mailbox number and password.

Press

to access the System Administrator Menu.

When you hear the System Administrator Menu list of options, press

to select the

Import Fax option. (Note that, if the Fax-On-Demand feature is not enabled, the system

will not accept this digit). The system may inform you of one the following, if not, con-

tinue 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 doc-

uments.

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 doc-

uments.

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.

When prompted, enter the fax document number. (Or, to exit to the System Administra-

tor Menu, press .) 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. Press

to re-renter the number.

If the document number already exists, the system asks if you wish to replace it. Press

if the number is correct and go to the next step. Or, press

if you wish

if you wish to replace the document and go to the next step. Or, press

wish to re-renter the number.

if you

If the document is currently being sent, updated, or deleted, that document number can-

not be used right now. You are prompted to enter a new number. Repeat step 6.

If you did not enter a valid number, you are prompted to enter a new number. Repeat

step 6.

When prompted, press the Start button on your 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 press

to try again.

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. Press

to return to step 6.

When the fax transmission is complete, the system tells you that the document was

received. Press

to continue importing documents, or press

to exit.

Importing Fax Documents

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

CREATING AUDIOTEX RECORDINGS

The voice mail administrator can create and select up to 500 custom audiotex recordings (voice

mail company greetings, auto attendant greetings, call routing announcements, and hunt group

announcement/overflow recordings). Each recording has an assigned number. Numbers are

then assigned to specific applications using the system administrator’s mailbox or through

Database Programming.

Any recording number (001-500) can be assigned to any Voice Processor application. In the

default state, Recording 001 is automatically defaulted to play the system-provided voice mail

main greeting, and Recording 002 is the Automated Attendant main greeting. The default

recordings can be changed, but will be returned to system-provided values if the Voice Proces-

sor is defaulted. A single recording may be used for multiple applications.

After making the required recordings, the system administrator must determine which ones

play during the telephone system’s day and night modes of operation. This can be done from

either the system administrator’s mailbox or through Database Programming.

The system administrator must enter a valid three-digit recording number (or a single digit fol-

lowed by

for recordings 1-9) before a custom audiotex recording can be made. If a valid

number has been entered and a previous recording exists, the Voice Processor will play it.

(This includes the two standard default greetings.) When no recording is associated with a

recording number, the system administrator will be prompted to create a recording.

Once the recording is installed, it replaces any previous recording. The only recordings that

can be retrieved are system default recordings 001 and 002. They can be retrieved by default-

ing the Voice Processor database.

The maximum recording time for each custom audiotex recording is determined in Database

Programming when the maximum greeting lengths are established for all mailbox owners.

In Database Programming, several greetings can be linked 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 system administrator’s mailbox to record or

assign a 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 system administra-

tor’s mailbox.

Creating Audiotex Recordings

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO RECORD CUSTOM AUDIOTEX RECORDINGS:

Dial the voice mail application access number. You hear the main menu.

During or after the greeting, press to identify yourself as a mailbox owner.

Enter the system administrator mailbox number and password.

Press

to access the System Administrator Menu.

When you hear the System Administrator Menu, press

ings option.

to select the Custom Record-

The next prompt asks if you wish to make a custom recording or select a custom

recording. Press

(make a recording).

When prompted, enter the desired recording number (001-500). If a recording exists, it

is played. If not, go to the next step. After the recording has played, you have the fol-

lowing options:

To hear the recording again, press

If you wish to leave the recording unchanged, press

If you wish to re-record the recording, press

and continue to the next step.

When prompted, record the greeting or message.

To pause while recording, press . To continue, press any button.

If you exceed the maximum allotted time for recording length, a prompt will notify you

and allow you to re-record or save it.

If the Voice Processor PC disk is full, a prompt will notify you that it cannot accept your

recording. Hang up and try again later.

When you have completed your recording, you have the following options:

If you are satisfied with your recording, hang up. Or, press

for more options.

If you wish to hear your recording, press

If you wish to add to your recording, press

and continue your recording as described

in step 3.

To erase and re-record your recording, press

Creating Audiotex Recordings

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO ASSIGN CUSTOM AUDIOTEX RECORDINGS TO SPECIFIC APPLICATION EXTENSION NUMBERS:

Dial the voice mail access number. You hear the main menu.

During or after the greeting, press

to identify yourself as a mailbox owner.

Enter the system administrator mailbox number and password.

Press

to access the System Administrator Menu.

When you hear the System Administrator Menu list of options, press

Custom Recordings options.

to select the

The next prompt asks if you wish to make a custom recording or select a custom

recording. Press

(select a recording).

When prompted, enter the extension number of the application to be programmed. (For

example, if users dial 299 to reach voice mail, enter 299 to program the voice mail

greeting.) Or, press

to exit to the System Administrator Menu.

When prompted, select whether the recording will be played during day mode (by

pressing ) or during night mode (by pressing ).

When prompted, enter the desired recording number (001-500). If a recording exists, it

is played. (If not, you hear a warning that the recording has not yet been made.)

10. If it is the correct recording, press . Return to step 7.

Creating Audiotex Recordings

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

RECORDING CUSTOM VOICE MAIL PROMPTS

All of the pre-recorded prompts in the Voice Processor can be customized, using the voice mail

administrator’s mailbox.

If the Multilingual feature is enabled, and the Secondary Language prompts have been loaded,

the system administrator can change either the Primary or Secondary Language prompts. When

the system administrator’s phone is in the Primary Language mode, those prompts will be

changed when the following procedure is performed. If the system administrator’s phone is in

Secondary Language mode, those prompts will be changed.

A list of all pre-recorded prompt numbers (001-595) and their text is provided in Figure 4,

beginning on page 52. The Secondary Language prompts have the equivalent text in the same

prompt numbers. If you change any of the prompts, you should create a chart that shows the

new text.

NOTE: If you change the text of the prompts, keep the content similar to the default text. Other-

wise, the prompts will not make sense to the listeners when played by voice mail.

TO RECORD CUSTOM SYSTEM PROMPTS (OR RESTORE SYSTEM PROMPTS):

Dial the voice mail application access number. You hear the main menu.

During or after the greeting, press to identify yourself as a mailbox owner.

Enter the system administrator mailbox number and password.

Press

to access the System Administrator Menu.

When you hear the System Administrator Menu, press

Replacement option.

to select the System Prompt

Enter the desired prompt number (001-545) followed by

or the ACCEPT menu but-

ton. If the number is valid, the current system and/or custom prompt is played. (If the

number is not valid, you hear an error message and must choose another prompt num-

ber.)

Do one of the following:

To hear the prompt again, press

If you wish to replace the current system or custom prompt with a new custom prompt,

press

and continue to the next step.

To delete a custom prompt and reinstate the system prompt, press

If you wish to leave the prompt unchanged and return to the previous menu, press

Record the new prompt. (To pause while recording the prompt, press

press any button.)

. To continue,

If the Voice Processor PC disk is full, a prompt will notify you that it cannot accept your

prompt. Hang up and try again later.

When you have completed recording your prompt, you have the following options:

If you are satisfied with your prompt, hang up.

If you wish to hear your prompt, press

If you wish to add to your prompt, press

and continue as described in step 8.

To erase and re-record your prompt, press

Recording Custom Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 4. Default Voice Mail Prompts

PROMPT

CONTENT

001

002

003

004

005

006

007

To leave a message, please enter a mailbox number.

For the directory, press pound.

To reach an operator, press 0.

I'm sorry...

...is not available.

The number entered is not valid.

Using the buttons on your telephone, 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

014

015

017

018

019

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.

To spell a new name, press 4.

Extension number...

...is not a valid choice.

Please try again.

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.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

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 current 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.

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

064

065

066

067

068

069

070

071

072

073

074

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.

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.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

075

076

077

078

079

080

081

082

083

084

085

086

087

088

089

090

091

092

093

094

095

096

097

098

099

100

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

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.

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.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

117

118

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122

123

124

125

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127

128

129

130

131

132

133

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135

136

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139

140

141

142

143

144

145

146

147

148

149

150

151

152

153

154

155

156

157

158

CONTENT (Continued)

Greeting saved.

After the tone, please record your name, then press POUND.

Name saved.

Your message envelope is currently set to return...

...all information.

...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...

...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 phone number, press 2.

To change times of day, press 2.

To change days of the week, press 3.

For pager notification, press 1.

For personal phone notification, press 2.

For notification of all new messages, press 1.

For priority-only, press 2.

Please enter the destination telephone number and wait for further instructions.

The new number is...

Please enter the start time.

Please enter the stop time.

I'm sorry. You must program a telephone number first.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

159

160

161

162

163

164

165

166

167

168

169

170

171

172

173

174

175

176

177

178

179

180

181

182

183

184

185

186

187

188

189

190

191

192

193

194

195

196

197

198

199

200

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

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

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

201

202

203

204

205

206

207

208

209

210

211

212

213

214

215

216

217

218

219

220

221

222

223

224

225

226

227

228

229

230

CONTENT (Continued)

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.

...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 telephone, 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

236

237

238

239

240

241

242

No message left.

...last...

...an outside caller at...

Message was sent from...

This matches the mailbox of...

...an unknown caller.

To turn off the envelope, press 5.

To accept the changes, press POUND.

The envelope is turned off.

Please enter the application extension number.

To select a day recording, press 1.

To select a night recording, press 2.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

243

244

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247-252

253

254

255

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257

258

259

260

261

262

263

264

265

266

267

268

269

270

271

272

273

274

275

276

277

278

279

280

281

282

283

284

285

286

287

288

289

If this is the correct recording, press POUND.

Warning, no recording has been made.

Invalid application entered.

...is not a valid recording number.

Not used.

This is a return receipt verifying the message sent has been heard.

I'm sorry. Private messages cannot be for warded.

This is the message center calling for...

If you are the correct person, press POUND.

...One

...Two

...Three

...Four

...Five

...Six

...Seven

...Eight

...Nine

...Ten

...Eleven

...Twelve

...Thirteen

...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.

...of which are priority.

Priority message received...

Otherwise, press STAR.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

290

291

292

293

294

295

296

297

298

299

300

301

302

303

304

305

306

307

308

309

310

311

CONTENT (Continued)

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.

For Saturday, press 7.

For Monday through Friday service, press 1.

For all the days of the week, press 2.

Thousand

The hard disk is...

...percent full.

I'm sorry. Voice mail is full and cannot re cord any messages.

Zero

POUND

STAR

Group list number...

Please speak louder.

You have recorded for the maximum time permitted.

Not used.

312

313

314

315

316-317

318

319

Resuming playback.

You have one priority message.

Use 2 digits for the hour and 2 digits for the minutes.

Not used.

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.

If you are calling from a rotary-type telephone, please stay on the line and your

call will be answered.

322

323

You can not reply to a system sent message.

Zero is not a valid entry. To spell a name, please press one number on the tele-

phone dialpad for each letter of the person's name you are entering. For the let-

ter 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.

324

Zero is not a valid entry. To spell a name, please press the associated number

on the telephone 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

Please select the days of the week.

To select individual week days, press 3.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

327

328

329

330

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

350

351

352

353

354

355

356

357

358

359

360

361

362

363

364

365

366

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.

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, press STAR.

You have selected the maximum number of documents allowed.

To send your fax, press pound.

You have selected one document.

You haven't selected any documents yet.

You may select one more document during this call.

You may select up to...

... more documents during this call.

Selections Canceled.

The number that will appear on your fax cover sheet is...

You have chosen not to have your extension appear on your cover sheet.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

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 exten-

sion 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.

377

378

379

380

381

382

383

384

385

386

387

388

389

Please enter the 10 digit area code and telephone number of your fax machine.

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 Maxi-

mum Fax Library Size.

394

395

396

397

398

399

400

401

402

403

404

405

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.

Your current message search order is last in, first out.

To search for messages first in first out, press 1.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

406

407

408

409-499

500

501

502

503

504

505

506

507

508

509

510

511

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.

If you know your party's extension number, enter it now.

To leave a message, press 1.

To try another extension, press 2.

Please hold while your call is being transferred to...

Not used.

To return to the menu, press 2.

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.

512

513

514

515

516

517

518

519

520

521

522

523

524

525

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.

For announce only, press 3.

Who should I say is calling?

To replay the announcement, press 1.

To send this call to voice mail, press 2.

To forward this call to another extension, press 3.

To accept this call, press POUND.

To refuse this call, press STAR.

526

527-534

535

536-537

538

539

540

541

542

You have a call from...

Not used.

Please enter the extension number.

Not used.

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...

To replace this system prompt with a custom prompt, press 3.

...is not a valid system prompt number.

543

544

545

To delete the custom prompt and reinstate the system prompt, press 9.

To replace this custom prompt with a new custom prompt, press 3.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

546

547

548

549

550

551

552

553

554

555

556

557

558

559

560

561

562

563

564

CONTENT (Continued)

You have no deleted messages.

You have one deleted message.

...deleted messages.

To recover deleted messages, press 2.

To recover this message, press 7.

Message recovered.

To purge this message, press 9.

Message purged.

To listen to deleted messages, press 1.

To recover all messages, press 2.

To purge all messages, press 3.

...messages recovered.

...messages purged.

...message recovered.

...message purged.

For message options, press 5.

For more options, press 9.

To change the fax destination number, press 1.

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...

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

PROMPT

CONTENT (Continued)

589

590

591

Enter the number of the remote extension.

To cancel this message, press *.

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.

Default Voice Mail Prompts

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 5. Administrator Database Programming Planning Sheets

CUSTOM AUDIOTEX RECORDINGS: If you record special recordings for the Voice Processor applications

(see page 51 for instructions), record the information here:

RECORDING #

TEXT

WHERE USED (EXT #)

Thank you for calling XYZ Company. All of our representatives are busy

right now. Please hold.

Ext.2011 (Hunt Group

Overflow Station)

Sample

Administrator Database Programming Planning Sheets

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 5. Administrator Database Programming Planning Sheets (Continued)

STATION PROGRAMMING: For each station to be programmed, record the following information:

Station Extension #:

Administrator station?

Attendant station?

Yes or No

House Phone?

This station's attendant:

Username:

Toll restriction classes of service:

SYSTEM PROGRAMMING: Record the following system-wide information:

Administrator Database Programming Password: ___________________________

Do-Not-Disturb Messages:

DEFAULT MESSAGE

MESSAGE 01 (DO-NOT-DISTURB)

MESSAGE 02 (LEAVE A MESSAGE)

MESSAGE 03 (IN MEETING UNTIL)

MESSAGE 04 (IN MEETING)

PRIMARY LANGUAGE MESSAGE

SECONDARY LANG. MESSAGE

MESSAGE 05 (ON VACATION 'TIL)

MESSAGE 06 (ON VACATION)

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)

Administrator Database Programming Planning Sheets

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 5. Administrator Database Programming Planning Sheets (Continued)

Reminder Messages:

DEFAULT MESSAGE

PRIMARY LANGUAGE MESSAGE

SECONDARY LANG. 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):

Administrator Database Programming Planning Sheets

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 5. Administrator Database Programming Planning Sheets (Continued)

Changing Station Extension Numbers:

OLD EXTENSION NUMBER

NEW EXTENSION NUMBER

Swapping Stations:

EXTENSION NUMBER

SWAPPED WITH EXTENSION

Administrator Database Programming Planning Sheets

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 5. Administrator Database Programming Planning Sheets (Continued)

TRUNK PROGRAMMING:

Individual Trunks: 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 Groups: Record the following information for each trunk group to be programmed:

Stations with Day Answer Access:

Stations with Night Answer Access:

Stations with Day Ring In:

Stations with Night Ring In:

Toll Restriction Classes of Service:

Trunks in Trunk Groups:

Administrator Database Programming Planning Sheets

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Administrator Procedures

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Administrator Database Programming Planning Sheets

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

System Hardware

CONTENTS

PAGE

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Station Instruments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Inter-Tel Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Model 8000 Digital Phones, Standard Display Phone, Associate Display Phone

and Basic Digital Phone Speakerphones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Executive and Professional Display Phone Speakerphones . . . . . . . . . . . . . . . . . . 76

Enhanced Speakerphones for Digital Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Analog, IDS, and Wave Phone Speakerphones. . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Six-Line Liquid Crystal Display (LCD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Two-Line LCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

LCD Contrast Adjustment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Node and Circuit Number on Power-U p . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 0

Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Default Inter-Tel Phone Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Secondary Extension Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Light-Emitting Diode (LED) Indications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Red and Green LEDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Connecting a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

“Send Alert Burst To Headset” Station Fla g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 9

Digital Phone Data Port Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Data Port Module for 12-Line and 24-Line Analog Phones . . . . . . . . . . . . . . . . . . 90

Optional Data Devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

8-Line IMX AIM Analog Phones on Dual Circuits . . . . . . . . . . . . . . . . . . . . . . . . 93

Digital Phone Desktop Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

AgentSet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Single-Line Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Single-Line Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Single-Line DTMF Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Single-Line Set Message Lamps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Single-Line Ring Zones and Extended Ring Cadences. . . . . . . . . . . . . . . . . . . . . . 96

Off-Premises Extensions (OPX) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units . . . . . . . . . . . . . . 98

Mini-DSS Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

CONTENTS

PAGE

IP and SIP Device s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 9

IP and SIP Phone Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Installation and Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

IP Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

IP SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Model 8690 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

MGCP Gateway and Endpoints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Peer-to-Peer Audio for IP and SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Axxess IP and SIP Operating Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

SIP Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Axxess IP Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Power Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

IP Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Optional System Equipment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

INTRODUCTION

The Inter-Tel hardware houses the system power supply unit and the circuit cards. Together,

the circuit cards in the phone system’s cabinet perform the switching activities for the system,

detect incoming calls, process data-controlled features, and control the interaction of station

instruments, trunks, intercom calls, and Voice Processor applications.

The basic cabinet has slots for up to seven circuit cards. For increased port capacity, two, three,

or four basic cabinets may be connected together to form one expanded cabinet. For maximum

capacity, up to four dual-cabinet systems can be connected via an Asynchronous Transfer

Mode (ATM) Switch, creating an eight-cabinet system.

The actual number of phones and lines available depends on the number and type of cards and

stations installed on the system. For example, there could be as many as 512 outside lines, 448

Inter-Tel phones, or 512 single-line sets, depending on the circuit card configuration.

The circuitry and software in the basic cabinet combine to produce an “integrated switching

matrix” of 128 time slots (voice channels). A quad-cabinet system has 512 time slots.

With system software version 5.0 (and later), you can connect two or more systems to form a

network that provides a seamless interface between the systems. To the user, the network

appears as though it is one integrated system. With few exceptions, the user can perform all of

the functions across the network that can be performed on a single system.

Standard system hardware features include:

•

A Central Processing Unit (CPU) Card for storing the system software programs, the

customer’s database, and call processing history files.

Light-emitting diode (LED) indicators for showing main processor operation, database

error occurrences, minor system alarms, and database back-up battery connection.

External ports for connecting a personal computer (PC) or modem to program the sys-

tem database and/or for connecting output devices for the Station Message Detail

Recording (SMDR) and programming reports. Ports are also provided for the Voice

Processor interface.

•

Database back-up battery for preserving the system database in the event of a power

failure.

•

Reset switch to manually reset the system during troubleshooting.

Easily accessible voltage test points for checking the system operating voltages.

Relays for connecting power failure transfer equipment.

Circuitry for connecting an external music source (radio, tape player, etc.).

Introduction

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

STATION INSTRUMENTS

To allow system flexibility and cost efficiency, a variety of Inter-Tel and industry-standard

third-party station instruments can be used on the Inter-Tel phone system. These include:

•

Model 8000 Digital Phones (8560, 8520, 8500)

Digital Display Phones (Executive, Professional, Standard, and Associate)

2™

Digital Non-Display Phones (Axxess Basic, and Eclipse Basic)

AIM Analog Phones (8-, 12-, and 24-Line)

Inter-Tel/DVK Analog Phones (8-, 12-, and 24-Line)

GMX Analog Phones (12-, and 24-Line)

IMX Analog Phones (8-, 12-, and 24-Line)

IDS Phones (Model Numbers 160, 64, 32, 18, and 12, and Agent Terminals)

Wave Phones (29- and 17-Button)

Single-Line Sets

DSS/BLF Units – single or tandem (60-,50-, and 48-Button)

Mini-DSS Units (Available for Model 8560 and 8520 Phones Only)

IP/SIP Endpoints (Model 8690, Model 8662, Model 8620, Model 8600, Model 8660,

Model 8664, Model 8665, Model 8601, IP Phone Plus, IP Single-Line Adapter (IP

SLA), IP SoftPhone, and Media Gateway Control Protocol (MGCP) endpoints)

System software will support any configuration of station instruments with the limitation that

there must be a minimum of one Keyset Card. The actual configuration is defined by the type

of cards and the number of circuits in use on the system. The following list explains the func-

tion of the various Keyset Cards.

•

Digital Keyset Card (DKSC, DKSC-16, DKSC-16 +): Provides eight or 16 circuits

for connecting digital display and non-display phones. Digital Keyset Card circuits can

be equipped with a Single-Line Adapter (SLA) and programmed to support two single-

line sets (instead of an Inter-Tel phone).

•

Analog Keyset Card (AKSC)/Executone Keyset Card (EKSC): Provides up to 12

circuits for connecting GMX and IMX Analog phones, Executone IDS phones, and

Executone Wave phones and devices to the system.

Single-Line Card (SLC, SLC-16, or SLC-16+): Provides eight or 16 circuits for con-

necting on-premises AC ringing single-line DTMF sets and playback devices. The

SLC-16+ is available for software versions 8.2 and later.

Internet Protocol Card (IPC): Supports up to eight IP SoftPhone devices. The IPC

provides the functionality that is required to make phone calls through the IP network

using the telephone system.

Internet Protocol Resource Card (IPRC): Supports up to 32 (V8.1 and later) IP/SIP

devices. The 32-device IPRC provides the functionality that is required to make phone

calls through the IP network using the telephone system. Thee 32-device IPRC cannot

be installed behind a firewall or Network Address Translation (NAT).

Station Instruments

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

INTER-TEL PHONES

The features supported by Inter-Tel digital and analog phones are described in the following

paragraphs.

NOTE: Throughout this guide, the term “Inter-Tel phone” refers to the full-feature phones man-

ufactured and sold by Inter-Tel. The term does not apply to industry-standard single-line, dual-

tone multi-frequency sets.

Model 8000 Digital Phones, Standard Display Phone, Associate Display Phone

and Basic Digital Phone Speakerphones

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.

•

Model 8000 Digital Phones (8560, 8520, and 8500)

Standard Display Phone

Associate Display Phone

Axxess Basic Digital Phone

Eclipse Basic Digital Phone

These phones can be programmed in individual station programming to be allowed to use sys-

tem 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 phone for the length of the

call. If a user requests the speakerphone function when speakerphone resources are not avail-

able, 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

speak.

button will result in a burst of reorder tone; you must lift the handset to

NOTE: On certain handsfree-to-handsfree intercom calls, voice volume levels may cause feed-

back 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.

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Executive and Professional Display Phone 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 next page.

The Executive and Professional’s speaker can also provide background music (if an external

music source is installed) and is used to receive pages.

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.

NOTE: On certain handsfree-to-handsfree intercom calls, voice volume levels may cause feed-

back 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.

Enhanced Speakerphones for Digital Phones

The following display and non-display digital phones have enhanced speakerphone capabili-

ties:

•

Model 8000 Series Phones (8560, 8520, and 8500)

Executive, Professional, Standard, and Associate Display Phones

Axxess and Eclipse Basic Digital Phones

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.) This white noise is

used to calibrate the echo-canceling circuitry. After the white noise, there will be a confirma-

tion 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 con-

nected 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.

NOTE: 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, on some T1 and long-dis-

tance 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.

Inter-Tel Phones

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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

∞

Analog, IDS, and Wave Phone Speakerphones

NOTE: The volume adjustment range of non-AIM and non-DVK analog phones may not be

suitable in all user environments. In such cases, Inter-Tel recommends using AIM and/or DVK

phones, if possible.

Every Analog, IDS, and Wave Phone station has a built-in, integrated speakerphone that allows

the user to dial while on hook and allows handsfree operation on outside calls and inside (inter-

com) calls. In addition, the speaker may provide background music (if an external music

source is installed) and is used to receive pages. Analog, IDS, and Wave Phones cannot use the

shared speakerphone resources or the Enhanced Speakerphone option that is provided for the

digital display and non-display phones.

NOTE: IDS Model 12 and Agent Terminal Phone have only a speaker. They do not have a

microphone.

The speakerphone can be disabled with the Handsfree Answering feature (see page 176). If the

handsfree option is enabled, the speakerphone can still be used for receiving handsfree inter-

com calls, but the user must lift the handset to speak when placing intercom calls and when

MUTE

placing or receiving outside calls. The

button is lit when the speaker is activated for

outside calls or outgoing intercom calls. Call monitoring and on-hook dialing are not affected.

NOTE: On certain handsfree-to-handsfree intercom calls, voice volume levels may cause feed-

back to occur. If this happens, one user should pick up the handset.

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Six-Line Liquid Crystal Display (LCD)

All Model 8560, Executive, and Professional Display Phones have a six-line LCD. Each line

has 16 characters. (A picture of the Model 8560 display is shown in the Figure below. A pic-

ture of the Executive display is shown on the following page.) The top two lines are for stan-

dard call information and show the same displays as other display phones. The remaining four

lines are used for displaying feature-related menus that change with the function being per-

formed by the phone (intercom call, outside call, programming, etc.). These lines have menu

selection buttons on both sides (eight buttons) that are used for menu features. When there are

two prompts on a line, like PREVIOUS and NEXT, the button next to the word is the one that

will select that 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.

NOTE: Version 7.0 or later system software is required to support the menu display and but-

tons on the Model 8560.

There is a system-wide flag, called “Alter-

nate Keyset Menu Displays,” that deter-

mines the display that Model 8560,

Executive, and Professional Phone users

will 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:

HOLD

SYS HOLD

CNF

TRANSFER

TRANSFER-TO-HOLD

MUTE

MORE...

If the Alternate Keyset Menu Displays flag

is enabled, the Model 8560, Executive, and

Professional Phone users will see the fol-

lowing 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.

FIGURE 6. Model 8560 Phone Displays

LCD WITH SIX 16-CHARACTER LINES

8 LCD MENU SELECTION KEYS

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

FIGURE 7. Executive Phone Display

8 LCD MENU SELECTION KEYS

LCD WITH SIX 16-CHARACTER LINES

Two-Line LCD

The Model 8520, Standard, and Associate Display Phones have a two-line Liquid Crystal Dis-

play that supports 16-characters per line.

When the phone is not in use, the LCD shows the station extension number, username, time of

day, and date. Other displays include reminder messages, Do-Not-Disturb messages, numbers

dialed, call sources, elapsed time of calls, current call costs, error messages, station status, pro-

gramming messages, etc. The displayed information is described throughout the instructions in

this section of the manual.

Older Inter-Tel phone types are available in a standard or display model. The non-display

phones can be converted to display phones by installing LCD Units (refer to REPLACEMENT

PARTS for unit part numbers). Installation instructions are in the INSTALLATION section of

the manual.

NOTE: Most Analog, IDS, and Wave phones also have an LCD display that supports 16 char-

acters per line.

LCD Contrast Adjustment

The contrast for the Model 8000 Series Display Phones is adjustable. There are eight different

contrast levels available. The LCD Contrast Control feature is supported on software versions

7.0 and later.

TO ADJUST THE LCD CONTRAST ON THE MODEL 8560 PHONE:

1. While the phone is idle, press the Special button (

) and enter the LCD Contrast fea-

∞

ture code (303).

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 8520 Phone has a contrast control wheel to adjust the contrast level. This wheel is

located on the back of the phone and can be adjusted while viewing the display.

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO ADJUST THE LCD CONTRAST ON THE MODEL 8520 PHONE:

4. While the phone is idle, locate the contrast control wheel on the back, upper-right section

of the phone.

5. Adjust the contrast of the LCD screen by turning the wheel clockwise (lighter) or counter-

clockwise (darker).

Node and Circuit Number on Power-Up

To aid in installation and troubleshooting procedures, display phones show their station identi-

fication for five 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

appears on the bottom line (for example, circuit 1.1.1 on node 2 would appear as 2:1.1.1).

After the five-second identification display, the phone returns to the appropriate display,

depending on its current status.

Keymaps

A keymap group determines the layout of the buttons for all the stations assigned to that group.

If any of the buttons in the keymap group are user-programmable or undefined, they can be

changed by the station user. There can be up to 250 different phone keymap groups. Each node

contains its own keymap programming. (There are also 20 maps for DSS/BLF Units.)

Each Inter-Tel phone is assigned a standard keymap and can also have an alternate keymap.

See page 169 for information about switching between standard and alternate keymaps.

When the system is in the default state all phones are assigned to the default Keyset Keymap

01. There are no individual pre-programmed keymaps for each of the specific phone types.

(Previous software had an Executive/Standard map and a Basic map. If you convert from a pre-

vious version to the current version, those keymaps will be preserved. However, in the current

MSG

MUTE

software, the default Speaker,

, and

buttons are not programmable.)

NOTE: The Model 8560, 8520, and 8500 Phones have more buttons and lamps than the Exec-

utive Display, Standard Display, and Basic Digital Phones. If running system version 6.0 or ear-

lier software, the additional buttons and lamps will not operate. To use the buttons and lamps,

version 7.0 or later software is required. Contact your local Inter-Tel dealer for upgrade informa-

tion.

As part of the installation procedure, the installer must make sure the phone buttons are labeled

to match their functions.

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

The buttons in each keymap can be assigned the following functions:

•

Accept Key: (This button type is not required for Digital Phones. It is intended for

Analog Phone use.) This button is used to accept an entry when using numeric mode.

(Digital Phones use the Volume button, by pressing both arrows at once.)

•

Cancel Key: No further programming is necessary. This button will be used to cancel a

feature or cancel an entry when in numeric mode.

Call Key: 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.

ACTION

CALL KEY 1

CALL KEY 2

CALL KEY 3

User places call #1 Shows status of call

Call #2 rings in

while call #1 is

active

Shows status of call Shows ring flash for

#1 call #2

Calls #1 and #2 on

hold, call #3 placed call #1

Shows hold flash for Shows hold flash for Shows status of call

call #2 #3

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 station until a Call button becomes available; it will then appear

under the available button. Pressing an idle Call button will enter the programmed Out-

going Call feature for that station. If there is no

map, intercom calls will appear under Call buttons.

button programmed in the key-

NOTE: All keymaps should have at least one Call button if there is not an individual

trunk button for every trunk.

•

Down Key: (This button type is not required for Digital Phones. It is intended for Ana-

log Phone use.) 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.)

DSS/BLF Key: A DSS/BLF button will dial 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, as described for DSS/BLF Units on page 34. DSS/BLF buttons cannot be

changed by the station user.

•

Feature Key: These are programmed with feature codes. The feature code appears in

the same button location on all stations assigned to the keymap and cannot be changed

by the phone user.

Forward Key: The forward button can be programmed with any of the Call Forward-

ing feature codes. The forwarding code used by the button can be changed by the phone

user.

Hunt Group Key: Like a DSS/BLF button, this button dials a hunt group pilot number

when pressed and, if assigned to a button with a lamp, will show the status of that hunt

group.

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

Individual Trunk Key: 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.

Intercom (IC) Key: The

and answering calls. If an

under a Call button.

button allows access to intercom channels for placing

button is not assigned, an intercom call will appear

•

Next Key: (This button type is not required for Digital Phones. It is intended for Ana-

log Phone use.) This button is used for scrolling forward through displays. (Digital

Phones use the Volume button.)

Page Zone Key: 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 Key: (This button type is not required for Digital Phones. It is intended for

Analog Phone use.) This button is used for scrolling backward through displays. (Digi-

tal Phones use the Volume button.)

•

Programmable Key: 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 individual

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 programmer can

return the buttons to default values at any time.

•

Save Key: (This button type is not required for Digital Phones. It is intended for Ana-

log Phone use.) This button is used for saving volume levels or programmed phone fea-

tures. (Digital Phones use the Volume button, by pressing both ends at once.)

Secondary Extension Key: This type of button allows a station user to have one-button

access to calls ringing or holding at another station. It should be assigned to a button

with a lamp so that the secondary extension button can show the call status. If desired, a

station can have several secondary extension buttons, each associated with a different

station. For details, see page 85.

•

SPKR Key: This button is used for turning the phone speaker or headset on and off.

Speed-Dial Keys: 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 associ-

ated with that button.

•

Trunk Group Key: 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.

Inter-Tel Phones

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

Undefined Key: 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 Key: (This button type is not required for Digital Phones. It is intended for Analog

Phone use.) No further programming is necessary. This button can be used for scrolling

forward 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.)

NOTE: The volume adjustment button on the Digital Phones also can be used for

scrolling through displays. However, the Analog Phone volume buttons are used only

for adjusting volume; Analog Phones need to have Previous and Next buttons pro-

grammed in their keymaps to scroll through displays. They also need an Accept button

to accept entries when in numeric programming mode.

Inter-Tel Phones

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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

following feature buttons. Feature code descriptions start on page 116. (The Special button is

represented by keycaps with

on the Inter-Tel phone.)

∞

KEY

FUNCTION

CALL KEYS 1-4

Selects an outgoing trunk, if idle, or answers a call on the button.

Selects a voice channel or picks up a holding or camped-on intercom

call.

DND

Programmable button 1: Do-Not-Disturb On/Off (372)

PROGRAMMABLE

KEYS 2-6, 14-16, 18,

and 21-35

Undefined values. Can be programmed with any feature code, trunk

access code, or extension number, or can be programmed as a sta-

tion 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 station’s Outgo-

ing Call feature (8).

SPEAKER

MSG

Speakerphone On/Off

Message (365) – Also retrieves messages when the flashing MSG

button is pressed.

MUTE

Microphone Mute On/Off (314) (This is a fixed-function button on Digi-

tal Phones.)

DATA

Data (340)

STATION SPEED DIAL

KEYS 0-9

Used for storing and dialing one station speed-dial number each.

UNDEFINED

Some Analog Phones have several undefined buttons that can be

programmed as desired.

Inter-Tel Phones

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Secondary Extension Appearances

The Secondary Extension Appearances feature allows calls ringing or on individual hold at one

“primary” station to appear on a “secondary extension button” at another station. For example,

a secretary or assistant can have a secondary extension button for a supervisor’s station, or one

station can have several secondary extension buttons, each associated with a different primary

station. The primary station and the secondary station 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 station, pressing the

secondary extension button will answer the call. (This includes recalls, transfers, call-

backs, and hunt group calls.)

•

If the secondary extension button is unlit, pressing the button places an intercom call to

the primary station. 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 DSS button, or by manually dialing the primary sta-

tion’s extension number.

There are two programmable options that determine the type of call indications the station user

will receive for calls on a secondary extension button:

•

Ring When n Calls At Extension: This programmable option allows the station to

receive a burst of ringing when “n” number of calls are present at the associated pri-

mary station. The ring signal will repeat periodically as long as “n” number of calls are

present at a primary station. (This period is determined by the DKTS Secondary Exten-

sion Key Alerting Tone timer.) If “n” is set to 0, the secondary station 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 station flag deter-

mines whether the station 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 station.

The secondary extension button can be located on an Inter-Tel phone or on a DSS/BLF Unit.

There are two ways to make a secondary extension button:

•

Create a secondary extension button in the keymap and determine which station it will

represent. This will be the same for all stations assigned to that keymap.

Set the default value of a user-programmable button to “secondary extension button” in

the keymap. This allows each station user assigned to that keymap to determine the

associated station for his or her secondary extension button. (See page 167 for button

programming procedures.)

User-programmable buttons cannot be made into secondary extension buttons by the station

user; they can only be created in the database. Also, the station 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 station. Any calls on individual trunk buttons at the primary station are considered pri-

vate calls and will not appear on the secondary extension button.

Inter-Tel Phones

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Normally, the secondary extension button will not show intercom calls. However, if the pri-

mary station 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 station is a single-line

set, all calls will appear on the secondary extension button.

After answering a call on the secondary extension button, the station user can transfer it back

to the primary station using one of the following methods:

•

Transfer to hold: To transfer the call to hold at the primary station, press the secondary

extension button, announce the call, if desired, and then hang up.

TRANSFER

Transfer to ring: To transfer a call to the primary station, 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

station, they will not follow call forwarding or system forwarding paths at the station with the

secondary extension button.

Light-Emitting Diode (LED) Indications

The Inter-Tel phone Call buttons, trunk buttons, speed-dial buttons, hunt group buttons, and

some of the feature buttons contain light-emitting diodes (LEDs). The LED flash rates indicate

the status of the stations, trunks, and features.

FIGURE 8. Executone Phone LED Rates

CALL/DEVICE STATUS

LAMP RATE

Call Active

500ms on, 500 ms off (slow flash)

Device in DND

Call Holding

Data Call In Progress

Secondary Extension Holding

500ms flutter, 500 ms on, 500 ms flutter, 500

ms off (fluttering flash)

Call Ringing

250ms on, 250 ms off (fast flash)

Queue Callback

Help/Record-A-Call In Progress

Secondary Call Ringing

Device Ringing (DSS or Speed-Dial button)

Call Transferring

Call Recalling

Message Waiting

250ms on, 50 ms off (urgent flash)

50 ms on, 50 ms off (flutter)

Solidly lit

Call On System Hold

Device Idle (DSS or Speed-Dial button)

Device Busy

Inter-Tel Phones

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FIGURE 9. Digital Phone LED Rates

The following rates are shown in interruptions per minute (IPM).

STEADY

0 IPM

SLOW

30 IPM

MEDIUM

120 IPM

FAST

240 IPM

FLUTTER

60/960 IPM

Auto-dial modem

is dialing and the

data port is

unavailable. (Red

LED)

Ring signal is being

sent to the data

device. (Red LED)

Data call is in

progress and acces-

sible. A continuous

flutter indicates that

the data device is off

hook. (Red LED)

DATA

Intercom call is in

progress. (Green

LED*)

Recalling intercom

call is camped on.

(Green LED*)

Intercom call is

camped on (waiting). hold. (Green LED*)

(Green LED*)

Intercom call is on

Speakerphone is

on or ready for

use. Or, station

programming is in

progress. (Red

LED)

SPEAKER

Conference is in

progress. (Green

LED*)

Conference is recall-

ing your station.

(Green LED*)

A conference party is

on conference wait

hold. (Green LED*)

CNF

MUTE

FWD

Microphone is

muted. (Red LED)

Calls are being

forwarded. (Red

LED)

Station is in alpha-

numeric mode.

(Red LED)

Message is waiting.

(Red LED)

MSG

DND

Your station is in

Do-Not-Disturb.

(Red LED)

Station is busy or Station is in Do-Not-

Station has a call

ringing in. (Red LED) indicates that the sta-

tion was left off hook.

Continuous flutter

SPEED

DIAL or

DSS

unplugged.

(Red LED)

Disturb. (Red LED)

(Red LED)

All stations in hunt

group are unavail-

able. (Red LED)

Hunt group has a call

camped on.

(Red LED)

HUNT

GROUP

Call is active at your Call is recalling from Call or queue call-

Call is on hold.

(Green LED*)

station. (Green LED*) hold or transfer.

(Green LED*)

back is ringing in or

camped on (waiting).

(Green LED*)

CALL

Trunk is in use at Trunk is in use at

Trunk is recalling

Trunk is ringing in or Trunk is on hold.

another station, in your station. (Green from hold or transfer. camped on (waiting). (Red LED if on

a conference at

your station, or is

unplugged.

LED*)

(Red LED)

(Red LED if on

another station or

green if at your sta-

tion*)

another station or

green if at your sta-

tion*)

TRUNK

(Red LED)

Or, busy trunk queue

callback to your sta-

tion (Green LED*).

*This applies only to Inter-Tel phones with red/green LEDs.

Digital Phone LED Rates

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Red and Green LEDs

Inter-Tel Model 8000 Series, Executive Display, Professional Display, Standard Display, Asso-

ciate Display, 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, ringing, or holding

at your 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 per-

mission, and the feature being used (for example, System Hold or Call Transfer) determine

whether you can pick up a (red) call from another station.

There are two system-wide programming options that 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.

•

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.

NOTE: The Allow Green LEDs flag must be enabled in order for this flag to

operate.

Connecting a Headset

For convenience, an electret headset can be used at any Inter-Tel phone. The Speaker button is

used to connect and disconnect calls when the headset is attached.

Some headsets have a power-saver mode that disables the headphone after a period of silence.

To prevent these headsets from missing portions of incoming calls, there is a station flag called

“Headset Connect Tone.” Enabling this flag allows the phone to generate a tone that activates

the headset before connecting to an incoming call. In the default state, it is disabled.

The Model 8520 and 8560 Phones have headset jacks on the back of the phones. This allows

you to have the headset and the handset connected to the phone at the same time. You must

still, however, enable/disable the headset using the Headset Mode feature code.

TO CONNECT A HEADSET TO A MODEL 8560 OR 8520 PHONE:

1. Insert the headset plug into the vacant headset jack on the back of the phone.

2. While on hook, enter the Headset On feature code (315) or the Headset On/Off feature

code (317). The display shows HEADSET MODE ON.

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 cra-

dle.

2. Insert the headset plug into the vacant handset jack.

3. 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 DISCONNECT THE HEADSET FROM A MODEL 8560 OR 8520 PHONE:

1. Unplug the headset cord from the back of the phone.

2. 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.

2. Plug the coiled handset cord into the base of the phone.

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.

“Send Alert Burst To Headset” Station Flag

The “Send Alert Burst To Headset” will send a single tone to a headset, instead of normal

phone ring tones, when a call is ringing at the station (non-handsfree intercom call, outside

call, queue callback, or reminder message). The tone is sent only once, when the call is

received, and will 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 device to

“sleep” if idle for a set period. The flag is programmed on a station-by-station basis. By default

the flag is disabled.

Digital Phone Data Port Modules

There are two types of Data Port Modules that can be connected to Model 8560, Model 8520,

Executive Display, Professional Display, Standard Display, and Associate Display Phones:

•

PC Data Port Module (PCDPM): This is a digital device that is connected to the

Model 8560, Model 8520, Executive Display, Professional Display, Standard Display,

or Associate Display Phone which supports data transmission between the phone and

the system for DSS/BLF, off-hook voice announce (OHVA), Desktop Interface, and/or

serial port functions. A PCDPM is required if a Modem Data Port Module or DSS/BLF

Unit will be installed, or if the user wishes to receive OHVA calls.

NOTE: A phone serial port should not be used as the Voice Processor communications

port.

•

Modem Data Port Module (MDPM): The MDPM is an analog device that can be

used with a PCDPM and connected to a modem for data applications or it can be con-

nected to a single-line set. The port itself has an individual extension number and com-

plete station programming setup including its own trunk access and toll restriction

information. (See page 90 for data device information.)

Special programming is required to enable the phone circuit to support some of the PCDPM

and MDPM functions.

Station users can adjust the bit rate (bps) of the serial port on the PCDPM connected to the

phone, if it is not configured for a DSS/BLF unit. The rate can be set to 300, 600, 1200, 2400,

or 4800 (1200, 2400, or 4800 if it is a system serial port).

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TO CHANGE THE BIT RATE OF YOUR PCDPM:

1. While on hook, enter the Program Bit Rate feature code (393). If the port is not configured

for a DSS/BLF unit, the display shows ENTER BIT RATE. (If it is configured for DSS/

BLF, the display shows CANNOT PROGRAM BIT RATE.)

2. Enter a valid rate (300, 600, 1200, 2400, or 4800). Executive Display and Model 8560

Phone users can press the appropriate menu button in the display. The display shows BIT

RATE UPDATED. (If the entered baud rate was already in effect, it shows NO UPDATE

PERFORMED.)

Data Port Module for 12-Line and 24-Line Analog Phones

All GMX 24-line and IMX 12- and 24-line Analog Phones may be equipped with optional

Data Port Modules (refer to REPLACEMENT PARTS for the part number). The module con-

tains a four-conductor, RJ11 modular jack that can be used to connect either a data device

(such as a personal computer equipped with a modem) or a loud ringing adapter (LRA) and an

external signaling device (such as a loud bell, horn, flashing light, etc.) to the phone. Refer to

page 90 for operating instructions.

Optional Data Devices

A customer-provided, modem-equipped data device (such as a data terminal or a personal com-

puter) may be attached to an Inter-Tel phone that has an optional data port module installed.

Model 8560, Model 8520, Executive Display, Professional Display, Standard Display, and

Associate Display Phone users can adjust the bit rate (bps) of the PCDPM connected to the

phone. The rate can be set to 300, 600, 1200, 2400, or 4800 (1200, 2400, or 4800 on a system

serial port). To adjust the bit rate of your PCDPM, refer to the instructions on page 89.

The circuit with the data port module can be programmed to be associated with one or more

DATA

other phones. The associated phone(s) should have a

button that will show the status of

the data device and will allow easy transfers between the phone and the data device.

Data calls are transmitted over the data port voice path. This leaves the attached phone’s voice

path available for normal phone operation. However, receiving off-hook voice announce

(OHVA) calls at an Model 8560, Model 8520, Executive Display, Professional Display, Stan-

dard Display, or Associate Display Phone attached to an MDPM is not possible during a data

call since the data call is using the secondary voice path.

Calls can be transferred back and forth between an associated phone’s primary voice path and

data port as often as needed provided that the data port is on-hook at the time of the transfer

attempt. For example, a call can be placed using the data device, then transferred to the phone’s

primary voice path to announce the call, and then transferred back to the data device so that it

can communicate with the called device. (Note that transferring to the phone’s primary voice

path disconnects the data device from the call. During that time, the call cost display for the

data call is shown on the phone.)

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Operation of the data device begins with the initiation of a call in one of four ways:

•

The user may initiate a call using the phone, while on or off-hook, and then transfer it to

the data device.

The user may lift the handset to answer a ringing call and then transfer it to the data

device.

•

The user may initiate a call using the data device, without touching the phone.

The data device may receive a call directly, without using the phone.

The phone user can place or receive a data call using the phone and then transfer it to the data

device. It can be an intercom or outside call and the phone can be on or off hook. The call is

placed to or received from another modem-equipped data device.

DATA

Once the connection is established, the phone user presses the

Special button

button, or presses the

and enters the Data feature code (340) to transfer the call to the data

device. If the data device does not answer before the Transfer Available timer expires, the call

recalls the station.

∞

DATA

Transferring a call to the data device using the

button places the call without providing

ring voltage to the data device. The user must manually cause the data device to answer the

call. (Note that if the phone user wishes to cause ring voltage to be applied to the data device,

the Transfer feature must be used to send the call to the data device.)

DATA

While the user is establishing the call using the phone, the

button is unlit. From the

DATA

time that the user presses the

button, until the data device answers, the

button

DATA

will flash. While the data device is on an active call, the

button flutters on the associ-

ated phone(s) (indicating that the data call may be retrieved by the phone). If the phone is off

hook, the user will hear dial tone.

TO PLACE A DATA CALL USING AN INTER-TEL PHONE:

1. Place or receive an intercom or outside call.

DATA

2. When you hear modem tone, press the

button, or press the Special button

∞

DATA

and enter the Data feature code (340). The

button flashes slowly.

DATA

3. Hang up or press the Speaker button. The

button begins to flutter when the data

device answers, and the display returns to date and time. The phone can now be used as

usual.

4. Operate the data device according to the manufacturer’s instructions. The device must be

able to come off hook and answer the incoming call.

If you wish to return the active data call to your primary voice path, press the flutter-

DATA

ing

button. The call cost and elapsed time of the data call are displayed.

The data device can be used for initiating a data call, without the use of an Inter-Tel phone. The

user causes the modem to select a trunk or intercom channel and dial the desired number.

The data device can dial an extension number or a trunk access code followed by a pause and

DATA

then a telephone number. As soon as the data device comes off-hook, the

button is lit at

the associated phone(s) to indicate that the data port is busy. The button remains lit until the

data device finishes dialing (outside call) or the station user answers (intercom call). This pro-

tects the call during dialing to ensure that the dialing is not interrupted. An Inter-Tel phone user

who attempts to transfer another data call to the data device or pick up the data call while the

button is lit will hear a burst of reorder tone.

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When a data device places an intercom call, the call is placed in the non-handsfree mode. (This

can be changed in database programming, if desired, by disabling the Ring Intercom Always

flag.) The incoming intercom call to the destination station from the data device appears as a

normal intercom call with the usual displays and tones.

If an extension number is dialed and that station is in Do-Not-Disturb, the user will hear Do-

Not-Disturb tone through the data device’s speaker (if it has one). Whenever continuous busy,

reorder, or Do-Not-Disturb tone is sent by the system, the Inactivity Alarm timer is registered.

DATA

The

button is lit while the tones are present. If the timer expires before the data device

DATA

hangs up, off-hook alarm tone is sent, and the

button flutters rapidly until the device

DATA

hangs up. Note that once the

button begins fluttering, the voice path on the phone

attached to the data port module is released and can be used for other call processing applica-

DATA

tions. (Note that the absence of a lamp or

button will not interfere with these timing

parameters, but the user will not have a visual indication of them.)

If the data port places an outside call, the system performs toll restriction using the data port’s

class-of-service. If an illegal extension number or access code is dialed, the user will hear reor-

der tone through the data device’s speaker. (Call cost information for a data call is displayed on

an associated phone only when the data call is connected to a phone’s primary voice path.)

If an attempt is made to initiate a data call from the data device when the required voice path is

not available (the secondary voice path of the attached phone is busy), the data device will not

receive dial tone. The activity on the phone’s secondary voice path continues uninterrupted.

TO PLACE A DATA CALL USING THE DATA DEVICE:

1. Following the procedures of your data device’s communications software, instruct the

device to come off hook and dial the extension number, or a trunk access code and the

telephone number, of the data device to be called. The call will be processed and will be

DATA

automatically connected when answered. The

pleted, then it flutters.

button is lit until dialing is com-

2. Operate the data device according to the manufacturer’s instructions.

The data device can be called directly (intercom or outside calls) and receive transferred calls

via its extension number.

When a call is placed directly or transferred to the device’s intercom number, the data device

will receive ring signal. If the data device does not have auto-answer capability, the user must

manually answer the call using the data device. (Transferring a call to the data device using the

DATA

button places the call without providing ring voltage to the data device. The user must

manually cause the data device to answer the call.)

DATA

While ring signal is being sent to the data device, the

button flashes. As soon as the

DATA

data device answers, the

button flutters. The button continues to flutter for the duration

of the call, indicating that the data path is in use but may be picked up by associated phones.

TO ANSWER A DATA CALL USING THE DATA DEVICE:

DATA

1. When the data device receives a call, the

button flashes on the associated

phone(s). If the data device does not have an auto-answer modem, follow the procedures

for the data device’s communications software and instruct the device to answer the

DATA

incoming call. The

button flutters while the call is in progress.

2. Operate the data device according to the manufacturer’s instructions.

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Termination of a data call may be accomplished in one of three ways:

•

Your data device can hang up. This causes the trunk or intercom channel to be released,

terminating the call to the other data device.

DATA

The other data device may hang up. When the call is disconnected, the

button is

unlit. Depending on the type of device used, the data device may detect the loss of car-

rier and automatically terminate the entire connection. If the data device does not have

this capability, you must manually cause the data device to hang up.

•

The data call can be transferred to an associated phone’s primary voice path (releasing

DATA

the data device) and then disconnected by the phone. Note however that the

button will flutter rapidly if the data device does not hang up before the Inactivity timer

expires.

TO TERMINATE DATA DEVICE CONNECTION:

To have the data device disconnect the call: Use the appropriate commands for the

DATA

data device to instruct it to hang up. When the call is disconnected, the

is unlit.

button

To transfer the data call back to an associated Inter-Tel phone before disconnect-

ing the call: While on or off hook:

DATA

a. Press the fluttering

button. The

button goes off. If desired, speak to

the party at the site of the remote data device. This can only be done if the modem

at the site of the remote data device can be turned off without disconnecting the

trunk.

b. To disconnect: If off hook, hang up. If on hook, press the Speaker button. The

DATA

button will flutter rapidly until the data device hangs up.

8-Line IMX AIM Analog Phones on Dual Circuits

If desired, 8-line IMX AIM Analog Phones can be installed two to a circuit using the Analog

Keyset Card (AKSC). To do this, single Analog Keyset Card (AKSC) circuits are designated

as “dual” circuits in System Configuration programming. (Other Inter-Tel phone models can-

not be installed two to a circuit.) The designated dual circuit becomes two circuits that can be

programmed individually.

Digital Phone LED Rates

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Digital Phone Desktop Interface

NOTE: Your software license must include the appropriate premium feature(s) to use Desktop

Interface and System OAI features.

Desktop Interface is a station-level communications protocol that allows a PC, attached to a

PCDPM on a Model 8560, Model 8520, Executive Display, Professional Display, Standard

Display, or Associate Display, to emulate an Inter-Tel phone for call handling. This protocol

will allow devices such as PC phones, operators’ consoles, ACD supervisors, and integrated

contact management tools to be developed for the system.

There can be as many Desktop Interface devices on the system as there are Model 8560, Model

8520, Executive Display, Professional Display, Standard Display, and Associate Display Phone

circuits. The only limitation is on Desktop Interface devices that require DSS/BLF status

updates (such as operators’ consoles). The system can support up to 20 DSS/BLF status

requests from external devices at one time. Therefore, if the device requires continuous DSS/

BLF status updates, only 20 can be installed on the system at one time. Devices that require

one-time or infrequent DSS/BLF updates are not limited by this capacity, except that only 20

requests for updates can be processed at one time. There is a limit of four Attendant Consoles

per system because of the number of requests they require and the amount of information that

is shared with the system.

Another Premium Feature, System OAI, is a system-level communications protocol that allows

command-oriented tools to be developed for the system. System OAI is available in two levels:

Events and Third Party Call Control. System OAI Events provides call status information to an

external device. Its primary use is for automatic call distribution products such as the Call Cen-

ter Suite. System OAI Third Party Call Control is a protocol that allows system command-ori-

ented tools to be used on the system. System software versions 6.0 and later do not support

Level 1 System OAI. Contact Inter-Tel for more information regarding products and develop-

ment materials for these features.

Digital Phone LED Rates

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

AGENTSET

The AgentSet is used in place of an Inter-Tel phone with an attached PCDPM. It is connected

to a Digital Keyset Card (DKSC or DKSC-16) port just as a phone would be. It has a jack for

plugging in an Inter-Tel handset or headset. It also has a serial connector (DB9) for attaching it

to a PC. The AgentSet does not require a transformer or external power source.

To operate properly, the AgentSet must be programmed for headset mode. This can be done in

one of the following ways:

•

Enable Headset Mode via Station Programming in the system database

At the AgentSet, unplug the headset or handset (to take the AgentSet off hook) and

enter the Headset On/Off feature code (317) to enable headset mode. Then plug in the

headset or handset.

NOTE: There is nothing to prevent the user from disabling headset mode using the Headset

On/Off feature code at the station.

Because the AgentSet does not have feature buttons, a dialing pad, or a speaker, it must be con-

nected to a PC that is equipped with an OAI product that emulates an Inter-Tel phone. The OAI

product is used for dialing and feature access.

The AgentSet also requires an Inter-Tel headset or handset. Only Inter-Tel equipment should

be used. Other manufacturer’s equipment may not be compatible with the AgentSet.

If the user wishes to receive audible signals at the headset, there is a station flag that will send

a single tone to the headset when a call is ringing. (Refer to page 89.)

SINGLE-LINE SETS

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 sets, playback devices, and other single-line devices.

The single-line sets are connected to Single-Line Cards (SLCs) or 16-Port Single Line Cards

(SLC-16s). Or, they can be connected to Single-Line Adapter (SLA) circuits, which are in turn

connected to available Digital Keyset Card (DKSC or DKSC16) circuits. Off-premises stations

can be connected to SLAs, T1 Cards (T1Cs), or T1/E1 Cards.

•

Each SLC can support up to eight on-premises single-line stations and each SLC-16 can

support up to sixteen stations. The SLC and SLC-16 will support message lamps on sin-

gle-line sets if the optional Lamp Option Card is installed on the SLC or SLC-16.

•

Each SLA can support any combination of up to two single-line sets or DID devices.

T1 Card (T1C) and T1/E1 Card circuits can be used for installing off-premises single-

line stations.

Single-Line Caller ID

Version 8.1 and later system software supports the transmission of Caller ID to single-line sets.

For more information about Caller ID on single-line sets, see page 150.

Single-Line DTMF Sets

Single-line DTMF set users gain access to the features by hookflashing (pressing and releasing

the hookswitch quickly) and entering feature codes.

AgentSet

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Single-Line Set Message Lamps

The optional Lamp Option Card (LOC) for the SLC or SLC-16 supports message waiting

lamps. To enable a message waiting lamp on a specific single-line station, the station must

have the Message Lamp station flag enabled. In the default state it is disabled.

SLAs, T1C, and T1/E1 Card circuits cannot support message waiting lamps.

Single-Line Ring Zones and Extended Ring Cadences

In some installations, where more than one single-line device is connected in series to an SLC

or SLC-16 circuit, zoned ringing may be necessary. The system can support devices with up to

3 Ringer Equivalences (REs) per circuit. However, the system can only ring 8 REs per board.

If the installation exceeds eight REs on any SLC or SLC-16, the system-wide SLC Ring Zones

flag must be enabled. Also, all circuits on the SLC or SLC-16 should have the Extended Ring

Cadences station flag enabled to allow the longer cadence to be used instead of the short inter-

nal cadence.

With ring zones enabled, devices 1-3 on the card will ring first, 4-6 ring next, and so on until

all devices have rung.

The table below explains the difference between standard and extended ring cadences for the

various types of single-line devices used on the Inter-Tel phone system in the United States.

SINGLE-LINE DEVICE

CADENCE TYPE

DESCRIPTION

SLA, SLC, SLC-16, or T1 Standard IC Ring

OPX

This is a repeating 2-second 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 seconds is silent.

Extended IC Ring

This is a repeating 6-second cadence that rings

twice. Each ring lasts 800 ms and is separated

from the next ring by 400 ms of silence. The

remaining 4 seconds is silent

Standard CO Ring

Extended CO Ring

This is a repeating 6-second cadence that rings

once for 2 seconds followed by 4 seconds of

silence.

Same as Standard CO Ring cadence.

Model 8560, Model 8520, Standard IC Ring

Professional, Executive,

Standard and

This cadence has two 250 ms rings every 2

seconds.

Associate MDPM

Extended IC Ring

Standard CO Ring

Extended CO Ring

This is a repeating 3-second cadence that rings

once for 1 second followed by 2 seconds of

silence.

This is a repeating 6-second cadence that rings

once for 2 seconds followed by 4 seconds of

silence.

This is a repeating 6-second cadence that rings

once for 4 seconds followed by 2 seconds of

silence.

AgentSet

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Off-Premises Extensions (OPX)

Off-premises extensions are remote single-line DTMF sets that are connected to the Inter-Tel

system through telephone company OPX circuits (or customer-provided circuits).

Off-premises station users gain access to the features by hookflashing (pressing and releasing

the hookswitch quickly) and entering feature codes.

Some telephone company off-premises extension (OPX) networks do not recognize certain sin-

gle-line set ring cadences used in the system. This incompatibility results in an inability to pro-

vide certain ring signals to off-premises extensions. Because of this, the system is equipped

with a station option (Extended Ring Cadences) which allows the ring cadences be altered for

individual single-line circuits.

OFF-PREMISES EXTENSIONS

DKSC

OPX

Axxess

SLA

Axxess or

other system

AgentSet

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

DIGITAL DIRECT STATION SELECTION/BUSY LAMP FIELD (DSS/BLF) UNITS

The Inter-Tel system supports three types of DSS/BLF Consoles/Units. The unit used depends

on the phone.

•

With Model 8560 and Model 8520 Phones: Model 8560 and 8520 Phones equipped

with a PCDPM support up to four 50-button DSS/BLF Units. There can be a total of 20

of these 50-button DSS/BLF Units on the system. The presence of the optional Mini-

DSS does not affect the number of units supported.

With Executive Display, Standard Display, Professional Display, and Associate Dis-

play Phones: Executive, Professional, Standard, and Associate Display Phones

equipped with a PCDPM support up to four 60-button DSS/ BLF Units. There can be a

total of 20 of these 60-button DSS/BLF Units on the system.

NOTE: Because each 50- and 60-button DSS Unit is powered by an AC transformer

and is connected to the phone’s PCDPM, the Units do not require a DKSC or DKSC-16/

DKSC-16+ circuit that is separate from the phone.

•

With Executone IDS Phones: IDS phones can be equipped with up to three 48-button

DSS Units. The IDS phone does not require a PCDPM. There can be a total of 80 IDS

48-button DSS Units on the system. Each 48-button DSS Unit requires an EKSC cir-

cuit.

NOTE: For details about the 48-button DSS/BLF Unit, see a version 7.0 or earlier

Eclipse Installation and Maintenance Manual.

Although the 50-button Unit is designed for Model 8560 and 8520 Phones, and the 60-button

Unit is designed for Executive, Professional, Standard, and Associate Display Phones, you can

use either DSS/BLF Unit on any of these phones. Each single unit provides one-button access

to 50 or 60 extension numbers and/or other features/ resources. For instructions on program-

ming and using DSS/BLF buttons, see page 34.

MINI-DSS UNITS

Version 7.0 software supports a Mini-DSS that has 16 user-programmable buttons. This unit

attaches directly to the Model 8520 or 8560 Phone and does not require a PCDPM or AC trans-

former. Like the DSS/BLF Unit, these buttons contain lamps that light or flash depending on

the status of a station or the button’s programming. For details about the lamps, see the previ-

ous section.

NOTE: Version 7.0 or later software is required to use the Mini-DSS.

Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

IP AND SIP DEVICES

Devices using Axxess IP and Session Initiation Protocol (SIP) allow users to communicate

using the Local Area Network (LAN) and the telephone system. The telephone system sup-

ports the following IP and SIP devices:

•

Model 8000 Multi-Protocol Endpoints

Model 8664 and 8665 Wireless IP Endpoints

Model 8601 Softphone for Pocket PC

Model 8660 IP Phone

IP PhonePlus

IP Single-Line Adapter (SLA)

IP SoftPhone

As of V8.1, IP and SIP calls can be routed through the system cabinet or they can be config-

ured as members of the same Network Group. If the devices are routed through the system cab-

inet, they terminate at the 32-Device Internet Protocol Resource Card (IPRC) (see page 74). If

the devices are configured to be members of a Network Group, they can use the peer-to-peer

(P2P) audio feature (see page 105).

IP and SIP Phone Identification

At first glance, IP and SIP phones look nearly identical to digital phones. Additional ports on

the back of the phone, used for LAN and power connections, identify a phone as an IP or SIP

phone. IP and SIP phones operate like digital phones installed on the system except for the lim-

itations listed below.

The IP SLA operates like a standard single-line set except for the limitations listed below.

Installation and Configuration

To install and configure IP and SIP devices, you must know the required network settings and

be familiar with the associated hardware and software. For installation and configuration infor-

mation for all IP and SIP devices, refer to the latest IP Devices Installation and Configuration

Manual.

IP Limitations

Currently, IP devices (SIP and Axxess IP) have the following limitations:

•

They do not have a secondary voice path and cannot support off-hook voice announce

(OHVA).

•

They do not support the enhanced speakerphone mode feature.

They cannot use a PCDPM or MDPM.

They do not support the DSS/BLF units.

They do not support Desktop Open Architecture Interface (OAI) applications.

While using peer-to-peer (P2P) audio, SIP and IP devices do not support the Agent

Help, Record-A-Call, and Station Monitor features.

IP and SIP Devices

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

IP SoftPhone

The IP SoftPhone allows you to make and receive phone calls on a PC. This application uses

the Executive Display Phone graphical user interface (GUI), and audio is handled by the PC’s

microphone and speakers. The IP SoftPhone functions like an Executive Display Phone

installed directly on the system except for the IP limitations listed above. The IP SoftPhone ter-

minates on an IP Card (IPC) or an IPRC (firmware V8.0 and earlier) in the system cabinet.

NOTE: The IP SoftPhone does not support V8.1 and later firmware or P2P audio.

Model 8690

The Model 8690 is an advanced IP phone that has an LCD touch screen that displays a tele-

phone 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 in

SIP mode or Axxess IP mode (see page 105). This phone uses a customized version of

Microsoft Windows CE.NET V4.2, and includes ports and connectors for optional hardware

and memory cards.

Network Connection

The LAN/PWR jack on the back of the Model 8690 phone provides access to the network and

to the SIP and Unified Communicator (UC) servers. SIP Server is a standards-based, SIP

proxy server that allows SIP-enabled devices and applications to communicate with the phone

system. Unified Communicator (UC) is a productivity tool designed to help stationary and

mobile users manage their communication effectively. For detailed information about SIP

Server and UC, see the latest versions of the SIP Server and Unified Communicator Installa-

tion and Configuration Manuals.

In addition to the LAN/PWR jack, the phone has additional ports and connectors for adding

memory cards and connecting optional hardware. For information about using the ports and

connections on the back of the phone, see the latest version of the IP Devices Installation and

Configuration Manual.

Optional USB Connections

To connect a standard USB keyboard to the Model 8690 Phone, use the USB client port on the

back of the phone. The operating system will automatically detect the device when the phone

is powered on. You can configure the keyboard properties under Start - Settings - Control

Panel - Keyboard.

The USB client port can also be used to connect a mouse. To connect both a mouse and a key-

board to the phone, connect the mouse to the keyboard, and then connect the keyboard to the

USB client port on the phone. The operating system recognizes all daisy-chained USB devices.

You can configure mouse properties under Start - Settings - Control Panel - Mouse.

IP and SIP Devices

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Microsoft Windows CE.NET Operating System

The operating system on the Model 8690 Phone is a customized version of Windows CE.NET.

When you first power up the Model 8690 Phone, the screen remains blank for approximately

10 seconds. After this period, the Windows CE.NET desktop appears, followed by the Loading

Application Appearance dialog box. This dialog box signals that the telephone application is

launching. Once it has launched, the telephone interface covers the entire desktop except the

taskbar.

To minimize the telephone interface and access the desktop area of the screen, press the tele-

phone icon or the Show Desktop icon located on the task bar as shown below. The phone inter-

face is minimized, and you have access to the desktop. To restore the phone interface, press

either icon again.

Show Desktop Icon

Taskbar

Telephone Application Icon

The version of Windows CE.NET running on the Model 8690 Phone has been customized spe-

cifically for the phone. This version is different from Windows PC operating systems and Win-

dows handheld/mobile device operating systems. When using Windows CE.NET, users may

notice the following differences:

• The Windows Viewer applications that are included in the operating system do not have

the full functionality that their counterparts do on Windows PC operating systems. These

applications include Word, Excel, PowerPoint, Media Player, and Internet Explorer.

• A range of applications, tools, and functionality normally included in PC operating sys-

tems, such as Microsoft Outlook, administrator tools, fonts, etc., are not included with

Windows CE.NET.

• Some applications will not work with Windows CE.NET. Before running an application,

make sure it is compatible with Windows CE.NET.

• Because Windows CE.NET has limited RAM available for executing programs, users may

experience much slower processing times than they are accustomed to on their desktop

PC.

NOTE: The Help for Windows CE.NET is provided by Microsoft, and it is available on the Start

menu. To view the Help for Windows you must minimize the telephone application. Because the

operating system for the Model 8690 has been customized, certain options that are mentioned

in the Help may not be available on the phone.

IP and SIP Devices

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

Backlight

If the phone remains idle for several minutes, the backlight on the screen will time out and the

screen will go dark. To “wake” the screen, either lift the handset or touch the screen. The

instructions below explain how to change the timeout value for the backlight.

TO CHANGE THE DEFAULT VALUE FOR THE BACKLIGHT TIMEOUT:

1. Press Start - Settings - Control Panel.

2. Double-press Display.

3. Select the Backlight tab.

4. Select the Automatically turn off backlight while on external power option.

5. Select the amount of time you want the phone to remain idle before the backlight turns off.

Timeout choices include:

• 2 minutes

• 5 minutes (default)

• 10 minutes

• 15 minutes

• 30 minutes

6. Press OK.

Input Panel

Windows CE.NET. includes an on-screen keyboard function called the Input Panel. To access

the Input Panel, press the Input Panel icon located in the far right corner of the taskbar. Then

select LargeKB (large keyboard). To relocate the Input Panel, press the title bar with the sty-

lus and drag it to another area of the screen. To hide the Input Panel, press the Input Panel icon

and then press Hide Input Panel. When a feature requires the user to enter characters, the

Input Panel pops to the front of the screen. If you connect an external keyboard to your phone,

it is recommended that you disable the Input Panel.

TO DISABLE THE INPUT PANEL:

1. Press Start - Settings - Control Panel.

2. Double-press Input Panel.

3. Disable the Allow applications to change the input panel state option.

4. Press OK.

5. Save the registry (see page 104) and reset the phone.

IP and SIP Devices

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

System Memory and Storage

The Model 8690 Phone ships with 128 MB of RAM and 64 MB of flash RAM. The telephone

application is pre-loaded on the device, with approximately 5 MB of RAM available to the

user.

CAUTION

The Model 8690 Phone does not have a built-in hard drive. Storage memory will not sur-

vive a reset or an upgrade to the operating system unless the files are stored in the

Mounted Volume folder on the phone (My Computer\Mounted Volume) or on a host

that is accessible from the Model 8690 Phone. Desktop shortcuts and any preferences that

have not been saved in the registry (including UC preferences) will be lost if you upgrade

the operating system or if the phone resets.

You can view the available amount of system memory using the System Properties dialog box.

System memory is divided into Storage Memory (see caution above) and Program Memory.

Program Memory is used for executing programs.

TO VIEW SYSTEM MEMORY:

1. Press Start - Settings - Control Panel.

2. Double-press System.

3. Select the Memory tab.

NOTE: While using the Memory tab, you can re-assign the system memory. Do not perform this

procedure unless directed to do so by service personnel.

Storage Manager

Prior to shipment the Model 8690 Phone’s available 8MB of space is formatted and partitioned

using the Storage Manager (Start\Settings\Control Panel). When the 8MB of space is for-

matted, the Mounted Volume folder is created. This folder is the only location on the phone

where data and files persist across power loss and resets. The Model 8690 phone application

and its associated files reside in the Mounted Volume folder.

NOTE: While using the Storage Manager, you can reformat the file system. Do not perform this

procedure unless directed to do so by service personnel.

IP and SIP Devices

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AXXESS ADMINISTRATOR’S GUIDE – January 2004

System Registry

The information stored in the Windows CE registry is not accessible. The registry contains a

number of settings and preferences that are saved in two separate locations for backup pur-

poses.

If the phone loses power during a registry update, the registry will be destroyed. However, the

last saved version of the registry can be recovered upon reboot. To safeguard registry settings,

it is recommended that you save the registry after you make changes to preferences and before

you power down the phone.

TO SAVE REGISTRY SETTINGS:

1. Press Start - Programs - Save Registry.

2. Press Yes.

When the “Registry Saved Successfully” message appears, press OK. It is now safe to power

down the phone.

NOTE: The Windows file includes an executable file you can use to delete and reset the regis-

try. Do not perform this procedure unless directed to do so by service personnel.

TO DELETE AND RESET THE REGISTRY:

1. From the desktop, navigate to My Computer\Windows.

2. Double-press DeleteReg.exe to run the executable.

3. Immediately reset the phone by removing and then replacing the ethernet cable from the

LAN/PWR jack on the back of the phone.

Audio

The telephone application’s audio feature has priority over the operating system’s audio fea-

ture. For example, if you are running Windows Media Player to play music and your phone

receives a call, the audio for Media Player is cut off and audio output switches to the phone

call. When the call ends, audio is switched back to Media Player. You can configure audio

properties under Start - Settings - Control Panel - Volume & Sounds.

MGCP Gateway and Endpoints

The system also supports IP-based solutions for providing local Public Switched Telephone

Network (PSTN) connectivity using the IPRC and a third-party Media Gateway Control Proto-

col (MGCP) device. For information about currently supported MGCP devices, contact your

local authorized Inter-Tel dealer.

CAUTION

If an IP or SIP device user dials 911 from a remote location and an MGCP gateway is not

present and configured properly, the call will be placed from where the telephone system is

located. Because 911 services use Caller ID to help locate the caller, emergency service

could be misdirected or delayed. Also, the 911 service contacted may be local to the sys-

tem, but not to the IP or SIP device. All IP and SIP device users should be alerted to this

situation and instructed to use a local telephone line for placing emergency calls if an

MGCP gateway is not present and/or functioning properly. Also note that IP and SIP

devices will not function in the event of a power failure at either the local site or the system

location. Inter-Tel will not be held responsible for any problems resulting from an unavail-

able line that is connected to the MGCP gateway. Inter-Tel also recommends that users reg-

ularly test the MGCP gateway for dial tone.

IP and SIP Devices

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Peer-to-Peer Audio for IP and SIP Devices

The P2P audio feature, available in software V8.1 and later, allows certain IP and SIP devices

to transmit and receive audio directly with each other rather than through the system cabinet.

The P2P feature reduces delay and packet loss for IP and SIP devices.

Devices that support P2P audio include:

•

AudioCodes™ MP-104 MGCP gateway and associated endpoints

IP phones, except the IP SoftPhone

Multi-Protocol endpoints

SIP endpoints

To use P2P, the IPRC and the IP and/or SIP devices must be upgraded with V8.1 firmware. In

addition, the devices must be programmed as members of the same Network Group. Calls

between IP and SIP devices that are members of separate Network Groups are routed through

the cabinet and do not use P2P.

Version 8.1 supports a Network Group Diagnostics feature that allows an administrator to ver-

ify that the Network Groups are programmed properly. See page 42 for instructions on how to

use the Network Group Diagnostics feature.

IP devices that use P2P audio do not use cabinet resources when they are connected in a P2P

call. Therefore, the following features will not work during a P2P call:

•

Agent Help

Record-A-Call

Station Monitor

NOTICE

Passing real-time streaming data, such as audio, through encrypted virtual private networks

(VPNs) may significantly impact the network performance, router and firewall functional-

ity, and audio quality.

Axxess IP and SIP Operating Modes

The Model 8000 Multi-Protocol Endpoints have the ability to operate in Axxess IP mode or

Session Initiation Protocol (SIP) mode.

Axxess IP mode supports nearly all of the system features except for the limitations listed

above. SIP mode offers basic phone features and the flexibility of shared extensions, which

means you can use one extension with up to five different devices on the telephone and voice

mail systems.

IP and SIP Devices

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

SIP Default Feature Codes

The following table lists the default feature codes for features supported in SIP mode..

FEATURE CODE

FEATURE NAME

FEATURE CODE

FEATURE NAME

Answer (Ringing Call)

Call Forward All Calls

Conference

351

355

Headset On/Off

317

336

314

380

331

Hold – Individual

Microphone Mute On/Off

Redial

Do-Not-Disturb

370

371

372

312

315

316

Do-Not-Disturb Cancel

Do-Not-Disturb On/Off

Group Listen

Redirect Call

Reverse Transfer (Call Pick-Up)

Ring Tone Selection

Transfer To Ring

398

345

Headset On

Headset Off

Axxess IP Default Feature Codes

The following table lists the default feature codes for features supported in Axxess IP mode.

FEATURE CODE

FEATURE NAME

FEATURE CODE

FEATURE NAME

Account Code – Following Calls

Account Code – Optional

ACD Agent Log In

391

390

326

327

328

329

375

Hunt Group Remove

322

323

324

303

365

366

368

Hunt Group Replace

Hunt Group Remove/Replace

LCD Contrast Control

Message

ACD Agent Log Out

ACD Agent Log In/Out

ACD Agent Wrap-Up Terminate

Agent Help Request

Message – Cancel Message Left

Message – Cancel Message On

Phone

Agent Help Reject

Answer (Ringing Call)

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

376

351

361

360

350

313

355

357

356

358

Message – Silent Message

Microphone Mute On/Off

Page

367

314

Page Receive On/Off

Program Buttons

325

397

392

Program Station Password

Queue (Callback) Request

Record-A-Call

385

380

331

305

306

359

Redial

Redirect Call

Reminder Message

Reminder Message Cancel

Remote Programming

Reverse Transfer (Call Pick-Up)

Review Buttons

Default Station

394

307

300

370

371

372

373

395

312

319

315

316

317

336

335

330

Directory

Display Time And Date

Do-Not-Disturb

396

377

398

304

382

383

352

353

354

381

399

346

345

Do-Not-Disturb Cancel

Do-Not-Disturb On/Off

Do-Not-Disturb Override

Feature Button Default

Group Listen

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

Handsfree On/Off

Headset On

Headset Off

Headset On/Off

Hold – Individual

Hold – System

Transfer To Hold

Hookflash

Transfer To Ring

For more information about operating modes and IP Devices, see the latest version of the IP

Devices Installation and Configuration Manual.

IP and SIP Devices

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Power Supplies

Each SIP and IP device must use a compatible power supply. Because there are so many power

supply options, it is strongly recommended that you refer to the IP Devices Power Supply

Matrix located in the IP Devices Installation Manual when selecting a power supply for the IP

or SIP device.

IP Troubleshooting

The following table lists some possible errors that you may encounter when programming or

using IP or SIP devices. For detailed troubleshooting information, see the latest version of the

IP Devices Installation and Configuration Manual.

Problem

Probable Cause

Solution

IP/SIP Phone displays VOIP The number of programmed IP Make sure all available voice

RESOURCE IS UNAVAIL-

ABLE

devices exceeds the number of channels are set to VoIP. If

available voice channels, and necessary, consider adding

all programmed voice channels another IPRC or a daughter

are in use.

card.

A call was established

between two IP/SIP phones, grammed for P2P audio, but

but there is no audio.

The IP phones are pro-

Remove the IP devices from

the Network Group. Consider

adding them to a Network

Group that contains IP devices

that support the vocoder.

they do not support the same

vocoder.

The IP phones are pro-

grammed for P2P audio, but

they do not support the same

number of audio frames per IP

packet.

Remove the IP devices from

the Network Group. Consider

adding them to a Network

Group that contains IP devices

that support the same number

of audio frames per IP packet.

A call was established, but

the device cannot send

DTMF digits.

The IP phones are pro-

Remove the IP devices from

the Network Group. Consider

adding them to a Network

Group that contains IP devices

that support the same DTMF

encoding setting.

grammed for P2P audio, but

they do not support the same

DTMF encoding setting.

IP and SIP Devices

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 Axxess

Installation and Maintenance Manual.

Voice Processor: Provides multi-port integrated voice processing features (voice mail, auto-

mated attendant, hunt group announcement and overflow, SMDR storage, Record-A-Call, etc.)

The Voice Processor is available with Windows NT and OS/2. The NT version is required for

the Unified Messaging and Fax Recognition features.

Attendant Console: Allows attendants to use their personal computers (PCs) to answer and

manage incoming call traffic. It is primarily designed for use by attendants of larger systems -

those systems with so many stations that using DSS/BLF 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.

Inside Track: Provides the ability to create customized call management and accounting

reports from the system’s SMDR data. The reports can be used to manage calling costs, ana-

lyze system traffic, and track employee productivity. If a Voice Processor is not used, an

optional PollCat (Pollable Call Accounting Terminal) call record buffer box is also required.

Optional DSP resources: One or more Options Cards may be installed to provide the system

with additional Digital Signal Processor (DSP) resources including Caller ID receivers, shared

speakerphones (standard or enhanced) for Basic Digital, Standard Display, Model 8500, Model

8520, and Model 8560 Phones, additional conferencing circuits, and additional DTMF receiv-

ers.

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.

SMDR and error message recording output devices: Output devices can be connected to

record the data generated by the Station Message Detail Recording (SMDR) and error message

recording features. The device can be a printer, magnetic tape, floppy disk, etc.

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.

System battery back-up: To provide back-up power in the event of an AC power failure or

brownout condition, the system power supply can have optional battery back-up using an unin-

terruptable power supply (UPS) unit or a standby power supply (SPS) unit.

Facsimile (FAX) machine: A FAX machine may be connected to an available single-line cir-

cuit.

Off-premises stations: Single-line DTMF sets can be connected to the system from a remote

location. The connection is made through a telephone company OPX circuit or a customer-pro-

vided trunk.

Optional System Equipment

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Playback devices: A playback device (answering machine) can be used in place of the Voice

Processor interface to help process calls. The device answers a call, plays a message, then dis-

connects from the call (or transfers it to a hunt group) to allow the caller access to other system

resources.

Power failure transfer equipment: Power failure transfer equipment can be installed to con-

nect one or more single-line sets to predetermined trunks during a power or system failure.

Night transfer equipment: Night transfer equipment can be installed to turn on or off lights,

an alarm system, or other devices.

Optional System Equipment

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System Hardware

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Optional System Equipment

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

System Features

CONTENTS

PAGE

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Access to the Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Special Button and Hookflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Message Lamp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Trunk Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Administrator Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Attendant Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Network and Local Primary Attendant s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 28

One-Attendant or Multiple-Attendant Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Hunt Group Call Distributio n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 30

Hunt Group Call Processin g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 31

Hunt Group Remove/Replace and Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

UCD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Announcement and Overflow Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

V o ice Processor Applications as Announcement/Overflow Stations . . . . . . . . . . 136

UCD Hunt Group Priority List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

UCD Hunt Group Supervisors and Station Monitoring . . . . . . . . . . . . . . . . . . . . 137

ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

ACD Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

ACD Agent ID s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 40

ACD Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Restart ACD Idle Time Upon Login Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

ACD Agent Wrap-Up Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Wrap-Up Mode for Holding ACD Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

ACD Agent ID Automatic Connect Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Group Call Pick-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

ACD Hunt Groups Span Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Database Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Operational Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Maintenance of Node-Spanning Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

CONTENTS

PAGE

Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Caller ID, DNIS, and ANI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Inter-Tel Phone Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Outgoing-Access, Allowed-Answer, and Ring-In Assignments . . . . . . . . . . . . . . . . . 151

Automatic Route Selection (ARS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Toll Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Emergency Call Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

Emergency Outgoing Access Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Ten Emergency Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Calling Party Number Field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

IP Devices and Local Loop Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Security Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Using DIS A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 63

Inter-Tel Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

V o lume Control s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 64

Selectable Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Extension Number, Username, Time and Date Display. . . . . . . . . . . . . . . . . . . . . . . . 166

“DKTS Alternate Transient Display Timer” Station Flag and Timer . . . . . . . . . . . . . 166

“Transient Call Indication On Call Answer” Station Flag . . . . . . . . . . . . . . . . . . . . . . 166

User-Programmable Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Standard/Alternate Keymap Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Music-On-Hold and Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Language Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Secondary Language Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Trunk s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 73

Do-Not-Disturb and Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Multi-Language Feature on Network Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Programming for Private Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Handsfree Enable/Disabl e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 76

Station-To-Station Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Receiving Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Placing Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Intercom Camp On and Queue Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Camp On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Busy Station Queue Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

Leaving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Silent Message s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 83

Canceling a Message Waiting Indication That Y o u Left . . . . . . . . . . . . . . . . . . . 184

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

CONTENTS

PAGE

Responding to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Viewing Waiting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Answering Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Canceling a Waiting Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Alternate Message Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Off-Hook V o ice Announce (OH V A ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Placing Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Receiving Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Inter-Tel Phones: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Single-Line Set:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

On-Hook Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Group Listen Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Trunk Camp On and Busy Trunk Callback (Queue) . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Camp On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Busy Trunk Callback (Queue). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Database-Programmed Account Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Optional Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Enabling the Account Codes for All Calls Following Feature . . . . . . . . . . . . . . . 197

Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Individual Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

System Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Consultation Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Hold Recal l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 99

Microphone Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transfer to Park Locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transferring Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transfer to a System Forward. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transfers and Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transfer-To-Connect Station Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Transfer to Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Transfer to Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Transfer Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Placing a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Add Parties to a Conferenc e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 11

Exiting a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Exiting and Re-Entering the Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

Ending the Conference and Placing All Parties on Hold . . . . . . . . . . . . . . . . . . . 212

Placing the Entire Conference on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Page 113

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

CONTENTS

PAGE

Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

Individual Station Forwarding Points. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Hunt Group Forwarding Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Handsfree Announce System Forward Option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Manual Call Forwarding and System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

System Forward Enable/Disable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Unanswered System Forward Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

FWD Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Forward to an Outside Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Forward to the Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Forward to an Attendan t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 27

Forward to V o ice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

How to Forward Calls to an Extension or Outside Number. . . . . . . . . . . . . . . . . . . . . 228

Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

System Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Viewing System Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Dialing System Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Station Speed Dialin g . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 32

Programming Station Speed-Dial Numbers and Name s . . . . . . . . . . . . . . . . . . . . 2 32

Viewing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Dialing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237

Intercom, Speed-Dial, and Feature Code Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

House Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243

Using the Last Number Saved Featur e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 44

Using the Last Number Dialed Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Redirect Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Remove from Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Do-Not-Disturb Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Remote Feature Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Station Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Remote Do-Not-Disturb Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Remote Forward Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

Default Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Hookflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

Record Keeping and Maintenance Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Call Cost Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

System Error/Message Printing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

INTRODUCTION

The Inter-Tel system, in addition to its sleek, modular appearance and easy installation and

programming, provides many user-friendly features. To describe the system features, this chap-

ter has been divided into the following sections:

•

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, ground start, T1, T1/PRI, T1/E&M, DID); 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).

•

Station Instruments: This section describes the station instruments of the system.

Available station instruments include digital and analog phones, single-line sets, and

Direct Station Selection/Busy Lamp Field (DSS/BLF) Units.

Intercom, Outside, and General Call Processing Features: Several sections explain

the use of the station features that are available to all station users, including intercom

call features, outside call features, and general call processing features.

Attendant Features: This section explains the special attendant-only features and the

use of the DSS/BLF 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 phones have feature buttons that allow one-button dialing of feature codes. Informa-

tion is programmed in the database to determine the arrangement of the feature buttons and

their default values. If desired, some of the phone feature buttons can be designated as user-

programmable buttons. See page 167 for more information.

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 phone users signal the system by pressing the Special button

(which is represented by

flash (press and release the hookswitch quickly). If the user does not enter a code or begin dial-

ing before the Dial Initiation timer expires, the system sends reorder tones.

on the phone). Single-line DTMF set users perform a hook-

∞

Introduction

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

MESSAGE LAMP

Model 8500, 8520, and 8560 Phones have a Message Lamp located on the upper, right-hand

corner of the phone. This lamp is programmable and is defaulted to the Message feature code

(365). If you change the feature code associated with this lamp, it will flash when the feature is

active. For example, if you program the lamp for Individual Hold (336), the lamp will flash

when a call is held at the station.

NOTE: Version 7.0 or later system software is required to support the Message Lamp.

SPEAKER BUTTONS

On all Inter-Tel phones (except the Model 8000 Series phones) handsfree mode is controlled

SPKR

by a Speaker (

) button. On the Model 8500, 8520, and 8560 Phones, an illustration of a

speaker ( ) represents the Speaker button.

HOLD BUTTONS

On all Inter-Tel phones (except the Model 8000 Series phones) the Hold feature is controlled

HOLD

by a Hold (

) button. On the Model 8500, 8520, and 8560 Phones, the international hold

illustration ( ) represents the Hold button.

“HOT” DIALPAD 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

phones have “hot” dialpad 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, it requires Inter-Tel phone users to always press the Special button before entering a

feature code.

Regardless of programming, if an Inter-Tel phone user presses the Special button while on

hook, the display shows ENTER FEATURE CODE, and the Executive Display, Professional

Display, or Model 8560 Phone menu shows a list of feature codes. The user can enter the

desired code or press a menu button.

FEATURE CODES

Each of the station features is assigned a feature code. Using the station’s dialpad, these codes

are entered to select trunks, process calls, and use special features. Complete explanations 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.

CAUTION

Changing a feature code may affect the accessibility of other features.

Message Lamp

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TRUNK ACCESS CODES

These feature codes are used for selecting trunks when placing outgoing calls.

FEATURE NAME

CODE

DEFINITION

Automatic Route Selection (ARS)

92000*

Allows the system to select the desired route for placing a

call, as programmed in the database. The ARS premium

feature is required.

Trunk Group Access 1-208

Emergency Calls

92001-

92208*

Selects an available trunk from a programmed group of

trunks for placing an outside call.

911

Entering this feature code selects an outgoing trunk and

automatically dials the programmed emergency number

(defaults to Trunk Group 1 and 911).

Outgoing Call

Selects an outgoing trunk according to the programmed

outgoing access mode for that station. (Inter-Tel phones

use the OUTGOING button or a Call button.)

* These feature codes may differ depending on the software version.

STATION FEATURE CODES

The following pages list the general feature codes. When a default feature button can be used

in place of the feature code, it is indicated at the end of the explanation. Refer to page 84 for a

listing of the default phone feature buttons.

FEATURE NAME

CODE

DEFINITION

Account Code – All Calls Following

391

Allows the station 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 dis-

able the All Calls Following feature, the feature code is

entered again without an account code.

Account Code – Optional

390

Allows the station user to enter an optional account code

for SMDR reports during an outside 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 station until the ACD Wrap-Up

Timer expires or the agent enters this feature code to ter-

minate the wrap-up session.

Agent Help

375

376

351

The Agent Help feature allows a station user to request

help from a designated “Agent Help Extension” during a

two- or three-party call.

Agent Help Reject

Answer (Ringing Call)

When a request-for-help call rings, the Agent Help Exten-

sion can choose to join the call or enter this feature code

to reject the request.

Answers the call that has been ringing or holding the long-

est at that station. Refer to page 151 for the priority list.

(Inter-Tel phones use the ANSWER button.)

Trunk Access Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION (Continued)

Automatic CO Access On/Off

360

(Inter-Tel Phones Only) Allows the phone user to deter-

mine how ringing outside calls will be answered: simply by

lifting the handset or pressing the Speaker button (auto-

matic 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

361

350

(Inter-Tel Phones Only) Allows the phone user to deter-

mine how ringing intercom 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, station users with allowed answer

can pick up trunks that are ringing into the system, but

that are not actually ringing at their stations. This feature

does not pick up transferred calls or recalls that are ring-

ing at the station.

Background Music On/Off

Call Forward All Calls

313

355

(Inter-Tel Phones Only) Turns on and off background

music heard through the phone speaker. (Analog phones

have a default MUSIC button.)

Immediately forwards all calls to another station or to an

outside telephone number. (Inter-Tel phones use the FWD

button.)

Call Forward If Busy

357

356

Immediately forwards all calls to another station or to an

outside telephone number when the station is in use.

Call Forward If No Answer

Forwards all calls to another station or to an outside tele-

phone number if not answered within a predetermined

time.

Call Forward If No Answer/Busy

Change Language

358

301

Forwards all calls to another station or to an outside tele-

phone number if not answered within a predetermined

amount of time, or immediately if the station is in use.

A station user can change the assigned language for the

station by entering the Change Language feature code

while the station is idle.

CO Hookflash

Conference

330

Sends a timed hookflash over the trunk while on an out-

side call (includes conference calls).

Connects from three to four parties in a conference. A

conference consists of any combination of inside and out-

side parties. (Inter-Tel phones use the CNF button.)

Data

340

394

(Inter-Tel Phones Only) Allows operation of a data device

attached to a phone that has a PC Data Port Module and

a Modem Data Port Module (also requires a modem-

equipped data device). (Analog phones have a default

DATA button.)

Default Station

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 phone volumes

to default values.

Station Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION (Continued)

Directory

307

379

(Display Phones Only) Allows display phone users to

search for extension numbers or system speed-dial num-

bers. The number can then be dialed, if desired. The

Directories premium feature is required.

Display Outside Party Name On/Off

(Display Phones Only) When the phone user enters this

feature code, while connected to a CO call that has out-

side party name information, 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 reor-

der tone and see the CANNOT ACCESS FEATURE dis-

play. If the Display Outside Party Name On/Off feature

code is programmed in a user programmable 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

300

(Display Phones Only) Temporarily displays the system

date and time, username, and extension number during a

call or when other displays are shown.

NOTE: Feature code 300 displays the IP Address of an

endpoint if it is in SIP mode (see page 105).

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 station. The Cancel

code returns the station to normal operation. The on/off

code can be used to turn Do-Not-Disturb on or off. (Inter-

Tel phones use the DND button.)

Do-Not-Disturb Override

373

310

(Inter-Tel Phones Only) If enabled in the database, allows

the phone user to break through another station’s Do-Not-

Disturb mode when placing an intercom call

Enhanced Speakerphone Enable

(Digital Phones Only) When entered at a Digital Phone

station, this feature code enables the enhanced speaker-

phone as described on page 76. (Digital Phones can also

use the Special button + Speaker buttons.)

Feature Key Default

395

(Inter-Tel Phones Only) Phones 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

(Inter-Tel Phones Only) Allows a user to transmit a con-

versation over the phone speaker while in handset or

headset mode

Handsfree On/Off

(Inter-Tel Phones Only) Disables/enables the phone’s

handsfree intercom answering. Incoming intercom calls

ring as private calls if handsfree answering is disabled.

Headset Enable

Headset Disable

Headset On/Off

315

316

317

(Inter-Tel Phones Only) The enable code signals the sys-

tem that a headset has been connected to the phone. The

disable code returns the phone to normal operation. The

on/off feature code can be used to toggle the feature on or

off.

Station Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION (Continued)

Hold – Individual

336

335

Places a call on hold so that it can be picked up directly at

that station or through a reverse transfer from any other

station. (Inter-Tel phones use the HOLD button.)

Hold – System

Places an outside call on system hold. It can be picked up

directly at any phone that has an individual trunk button

and has allowed-answer and/or outgoing access for that

trunk, or by the station that placed it on hold. (If used on

conference or intercom calls, the system places the call

on individual hold.)

Hunt Group Remove

Hunt Group Replace

Hunt Group Remove/Replace

322

323

324

Removes the station from its assigned hunt group(s) or

places it in again. Does not affect non-hunt group calls.

The remove/replace feature code can be used to toggle

the feature.

LCD Contrast Adjustment

Message

303

365

(Model 8000 Display Phones Only) Adjusts the LCD con-

trast on the display. The phone must be idle to use this

feature.

This feature code is used for leaving and retrieving a mes-

sage waiting indication at a called station or the called sta-

tion’s message center. Depending on how the message

was left, the called station user either retrieves the mes-

sage from his/her message center or from the station that

left the message. (Inter-Tel phones use the MSG button.)

Message – Cancel

366

368

Allows the station user to cancel a message waiting indi-

cation that he or she left at another station.

Message – Cancel Current

Cancels a message waiting indication that is waiting at the

station without requiring the user to respond to it. (Inter-Tel

phones can use the asterisk [*] button while viewing the

message.)

Message – Silent

Mute On/Off

Page

367

314

Leaves a message waiting indication at a station without

first placing an intercom call. (This is the code that should

be used by analog voice mail units connected to the sys-

tem.)

(Inter-Tel Phones Only) Turns the microphone on or off

during a call. If muted, the phone user can hear the other

party, but the party cannot hear the phone user. (Inter-Tel

phones can also use the MUTE button.)

When followed by a paging zone code (0-9 or 0-49), it

allows announcements to be made through phone speak-

ers and any external paging speakers in the page zone.

(Analog phones have a default PAGE button.)

Page On/Off

325

393

(Inter-Tel Phones Only) Halts pages through the phone

speaker or allows them to be received again.

Program Bit Rate

(Model 8560, Executive Display, Professional Display,

Model 8520, Standard Display, and Associate Display

Phones Only) This allows a user to change the bit per

second (bps) rate of an attached PCDPM’s serial port.

Program Keys

Page 120

397

(Inter-Tel Phones Only) User-programmable feature but-

tons and station speed-dial buttons can be programmed

using this feature code.

Station Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION (Continued)

Program Station Password

392

The Station password is used for the Remote Program-

ming feature. The password can be changed by entering

the Program Station Password feature code at the station

or when using the Remote Programming feature.

Queue Request

Record-A-Call

Requests (or cancels) an automatic callback when a busy

trunk or station becomes available. (Analog phones have

a default QUEUE button.)

385

If the system is programmed with a Record-A-Call applica-

tion, the stations can be programmed 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 des-

ignated 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 telephone number dialed or saved

at the station (up to 48 digits). Also used to save numbers

at phones programmed for last number saved. (Inter-Tel

phones use the REDIAL button.)

Redirect Call

This feature allows the phone user to route ringing out-

side, intercom, and camped on calls to another station,

hunt group, or outside number. Routing of the redirected

call is still subject to trunk and toll restrictions. This feature

provides these options in addition to the currently avail-

able options which allow the station user to redirect calls

to voice mail or Do-Not-Disturb. The Redirect Ringing Call

feature does not require any premium features.

Reminder Message

Reminder Message Cancel

305

306

(Inter-Tel Phones Only) The phone user can set reminder

messages that signal the station at specific times. Or, the

user can cancel all reminder messages for the station.

Remote Programming

359

Allows a user to place a phone in Do-Not-Disturb mode or

forward the station’s calls, either from another station or

through DISA.

Reverse Transfer (Call Pick-Up)

Review Keys

Picks up a call ringing or holding at a station or hunt group

396

(Inter-Tel Phones Only) User-programmable feature but-

tons 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 station to

always place private (non-handsfree) intercom calls.

(Inter-Tel Phones Only) Selects the type of ringing alert

tone that will be heard from the phone.

Disables System OAI Offering Control for third-party apli-

cations. (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).

Station Monitor

321

(Hunt Group Supervisors Only) Allows a designated hunt

group supervisor to monitor a call of anyone in the associ-

ated hunt group.

Station Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION (Continued)

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 phones

use the Station Speed Dial button plus a location code for

programming and dialing, or they can program speed-dial

buttons for one-button dialing.)

Switch Keymap

399

(Inter-Tel Phones Only) This allows a phone 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-programmed System

Forwarding feature for this station. The on/off feature code

can be used to toggle the feature on or off. The System

Forwarding premium feature is required.

System Speed Dial

381

Dials one of the 1000 system speed-dial telephone num-

bers when followed by a location code (000-999). Also

used for reviewing system speed-dial numbers. (Inter-Tel

phones use the SYS SPD button.)

Transfer to Hold

Transfer to Ring

346

345

Transfers a call to another station and places it on individ-

ual hold so that it does not ring or send call waiting sig-

nals until it recalls.

Transfers a call to another station or to an outside tele-

phone number. (Inter-Tel phones use the TRANSFER but-

ton.)

Station Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

ADMINISTRATOR FEATURE CODES

The following feature codes may be used only at designated administrator stations. Non-

administrator station users hear reorder tones if they attempt to use these feature codes.

FEATURE NAME

CODE

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

Compression On/Off

9850

9962

Clears all local and network-wide system alarm displays on

your node.

Compresses call processing messages sent to Database

Programming, speeding up transfers. You should not dis-

able this feature unless instructed to do so by Inter-Tel per-

sonnel.

Compression Statistics

Diagnostics On/Off

9961

9900

Dumps various statistics related to the Database Program-

ming compression algorithm. This feature should be used

only when directed to do so by Inter-Tel personnel.

Enables or disables system diagnostics mode to perform

diagnostics functions such as freezing/unfreezing the data-

base, printing message logs, and seizing a device for trou-

bleshooting purposes.

NOTE: Because diagnostics mode affects system perfor-

mance, it is recommended that you run the diagnostics pro-

gram when the system is idle.

Enable Network Day

Enable Network Night

Modem Enable

9862

9861

9866

9867

9869

Places any or all remote nodes into day mode (you are

prompted for the node number).

Places any or all remote nodes into night mode (you are

prompted for the node number).

Enables a local or off-node modem in the system using the

modem’s assigned extension.

Modem Disable

Disables a local or off-node modem in the system using the

modem’s assigned extension.

Modem Reset

Resets a local or off-node modem if the modem is unable to

answer an incoming call or sync-up with the external

modem.

Night Ring On/Off

Program Database

9860

9932

Places system in night mode or cancels night mode. While

in night mode, the night toll and trunk restriction lists are

used and the night transfer relays on the OPC are activated.

Can be used for programming station, system, and trunk

parameters.

Administrator Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION

Program System Speed Dial

9801

Programs system-wide speed-dial numbers when followed

by location codes (000-999).

Set Network Date/Time

9810

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

9811

Programs system time and date

Synchronize Network Time

Synchronizes the minutes past the hour across the network.

NOTE: If a node's time is off by more than 30 minutes, syn-

chronizing 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 lowest number.

The Diagnostics Mode feature code (9900) must be entered at the administrator’s station to

enable system diagnostic mode before these feature codes can be used:

FEATURE NAME

CODE

DEFINITION

Diagnostic - ASAI Snoop Off

9926

This feature code turns off the ASAI output to Message

Print. ASAI is the protocol the system uses to talk to Data-

base Programming and the AVDAP. Turning this feature on

helps the Inter-Tel Engineers debug the messaging

between Call Processing and Database Programming or

Call Processing and the AVDAP.

Diagnostic - ASAI Snoop On

9927

This feature code turns on the ASAI output to Message

Print. ASAI is the protocol the system uses to talk to Data-

base Programming and the Voice Processor. Turning this

feature on helps the Inter-Tel Engineers debug the mes-

saging between Call Processing and Database Program-

ming or Call Processing and the AVDAP.

Diagnostic - Heap Dump

9943

9933

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

Diagnostic - Dump Extension

Allows an Inter-Tel field technician to dump out a device or

structure when debugging a problem. 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.

Administrator Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION

Diagnostic - Dump Node Information

9936

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 NUM-

BER appears and prompt the user for a node number

again.

After entering a node number, the system displays a confir-

mation message on the phone 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 unreach-

able). 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 - Heap Statistics

Diagnostic - ISDN View

9947

9948

This feature code outputs miscellaneous heap information

to Message Print as well as putting up a message on the

phone that indicates the percentage of available dynamic

heap memory. This feature code is useful in determining if

the system is losing heap memory and how quickly the

system may be losing it.

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 for-

mat (i.e. it does not contain any ISDN information ele-

ments).

Entering the feature code the second time puts the ISDN

view feature into full mode. In this mode the system out-

puts all ISDN message 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

Diagnostic - Mark As Leaks

Diagnostic - Mark As Quiescent

Diagnostic - Minor Reset

9962

9945

9946

9964

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

Administrator Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

FEATURE NAME

CODE

DEFINITION

Diagnostic - Network Freeze Zone

System Histories

Diagnostic - Network Unfreeze Zone

System Histories

9939

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 troubleshooting the system.

9989

Diagnostic - Network Group

9963

Verifies that the system Network Groups are programmed

correctly. When the feature code is entered, the phone sys-

tem initiates pings from each Inter-Tel IP device and deter-

mines 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.

Diagnostic - Print Auxdata

9972

9975

9976

9978

(Not Programmable) Sends a report to a designated printer

or file that shows system reset history information to be

used for troubleshooting purposes.

Diagnostic - Print Message Log

Diagnostic - Print Network Log

Diagnostic - Query Node Traffic

(Not Programmable) Sends a report to a designated printer

or file that lists system error messages to be used for trou-

bleshooting purposes.

This feature code prints the network log to message print.

This feature is useful in determining the system of a net-

worked system.

Using this feature code you can query the status of various

devices on the system based on the status of the traffic

flags in Database Programming. The output is sent to Mes-

sage Print.

Diagnostic - Show Version

9928

To check the call processing software version at an admin-

istrator's phone, you can enable diagnostics mode, then

enter this feature code to view the version and date of the

call processing software.

NOTE: Feature code 9928 displays the firmware version of

the endpoint if it is in SIP mode (see page 105).

Diagnostic - Spare 1-3

Diagnostic - System History

Diagnostic - View Displays

Seize Device

9910-9912 This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

9974

9983

9973

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

This is used by Inter-Tel software developers and cannot

be used in Beta or Production software.

Used during troubleshooting to seize a specific trunk or

station by indicating the board number, port number, and

device number.

System History — Freeze

System History — Unfreeze

9993

9998

The system fault history can be halted (frozen) or re-

enabled using these feature codes when diagnostics mode

is enabled. The fault history is used by service personnel

when troubleshooting the system

Administrator Feature Codes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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:

Attendant

Stations

1000-1999

Hunt groups 1-75

2000-2074 or 2000-2299

Voice Processor Applications

Page Zones

2500-2999

9600-9609 or 9600-9649 (Used only for programming a feature button

to select a page zone.)

External Page Ports

Individual Trunks

91000-91003

94000-95999 (Determined by card slot and device number. Used for

programming and troubleshooting.)

Extension Numbers

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

ATTENDANT STATIONS

NOTE: For information on automated attendants, see page 272 in VOICE PROCESSING FEA-

TURES.

Attendant stations can be called by dialing 0 at the stations they serve. Usually, they are also

programmed to provide these services:

•

Central operators for incoming calls

Message centers

Recall stations for unanswered calls

Any station can be designated as an attendant station during database programming. Attendant

stations should be equipped with display phones to show recall sources.

If using a digital display phone, an attendant’s station can also be used with a PC Data Port

Module (PCDPM) and single or tandem DSS/BLF Units for one-button intercom dialing of

extension numbers and for constant station/hunt group status indications. (Non-attendant digi-

tal display phones can also be equipped with DSS/BLF Units.) Up to 20 DSS/BLF units can be

equipped per system, up to four per phone.

NOTE: Model 8520 and 8560 Phone also support the Mini-DSS, which provides 16-user pro-

grammable buttons. The Mini-DSS does not affect the number of DSS/BLF Units that can attach

to the phone.

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 stations, and the database will not

reflect that the individual stations serve as an attendant for any other stations. (This feature is

especially useful when a voice mail hunt group is assigned as an attendant.)

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 Axxess^®systems are installed in a network, there are two types of primary attendants:

•

Node Attendants: There can be a primary attendant for each node.

Network Primary Attendant: There can be a network primary attendant programmed

on each node. (There is usually one Network Primary Attendant 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 unavail-

able, it directs the call to the attendant on the node where the call originated.

If there is no network or local primary attendant, calls that would normally go to the primary

attendant (as described above) are handled as follows:

•

If the system has seized the call, but it has not been sent to a station, the call is discon-

nected.

•

If the call has been sent to a station, it remains at the station and rings until answered.

If the call is not seized and not sent to a station, the caller will hear ringing until he or

she hangs up. The call will not ring at any station.

Attendant Stations

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 previ-

ous page. All trunks (except private trunks) are usually programmed to ring in at this

attendant’s station.

•

Multiple Attendants: Any or all stations 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 stations. Multiple attendants can

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 station to another, the Hold and Trans-

fer timers limit the amount of time the call may remain unattended. After that time, the call

recalls the station that transferred it or placed it on hold, and the Recall timer is started. If the

call remains unanswered at the station until the Recall timer expires, it recalls the station’s

attendant and the Abandoned Call timer starts. (If there is no attendant, the call continues to

recall at the station that transferred it or placed it on hold.) If the attendant station 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 station transfers a call and it is not answered before the Attendant Transfer timer

expires, it will recall the attendant station.

If a station user transfers or forwards an outside call to an outside telephone 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

CNF

primary attendant station and causes the

button to flash. (Display phones show UNSU-

PERVISED 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 station, a Call or individual trunk button flashes at the

medium rate.

If the attendant has calls forwarded, recalls from stations follow internal call forward requests.

Recalls do not forward to outside telephone numbers, but recall the attendant’s station until

they are answered or the Abandoned Call timer expires. Placing the attendant’s station in Do-

Not-Disturb does not block recalls or direct ring-in calls.

If there is not a primary attendant, recalls remain at the stations and ring until answered or dis-

connected by the system.

One-Attendant or Multiple-Attendant Operation

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO ANSWER A HOLD OR TRANSFER RECALL AT AN ATTENDANT STATION:

When you see a hold or transfer recall display (XXXX RCL FROM YYYY) and hear a recall

ringing:

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.)

Intercom call recall: Press the

button or the ANSWER menu button. (If you

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

expires, the conference recalls your station 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 station within the group. Up to 75 hunt groups can be pro-

grammed in the database. Hunt group lists can contain individual stations 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 stations receive incoming calls is determined by a list stored in

the database. A station 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 stations

within the hunt group can be called using their assigned extension numbers.

Two other Premium Feature hunt group types are also available: UCD Hunt Groups and ACD

Hunt Groups. For UCD information, refer to page 134. For ACD, refer to page 139.

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 station (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

Hunt Groups

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

Distributed order: To even

DISTRIBUTED HUNT GROUP CALL PROCESSING

out the call load, distributed

order shifts the starting point

of each call. When a station

user receives a call, the next

station or extension list in the

hunt group receives the next

incoming call. If the receiv-

ing station is busy (or all sta-

Hunt group pilot

number 2000 called

1st call begins here

2nd call begins here

3rd call begins here

4th call begins here

EXT. 1000

EXT. 1001

EXT. 1002

EXT. 1003

tions in the extension list are busy), or if there is no answer before the No Answer

Advance timer expires, the call goes to the next station or extension list on the hunt

group list.

NOTE: See page 139 for information on the additional distribution types available in

ACD hunt groups.

If an extension list is included in a hunt group, a call will ring all stations on the extension list

when it reaches that point in the hunt group list. Therefore, to create an “all ring” type of hunt

group, you can program the hunt group as either linear or distributed and then assign an exten-

sion list as the only hunt group member.

HUNT GROUP CALL PROCESSING

Hunt group stations receive the following indications when a call is ringing in:

•

If an outside call is ringing, the station 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

station.

•

If hunt group camp on is allowed and all stations on the hunt group list are unavailable

(busy, in Do-Not-Disturb, or with hunt group remove enabled), an intercom or outside

call will camp on and the stations will receive the following indications:

— Busy stations 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 station flag that can disable the camp-on tones for hunt group calls.)

— Stations 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.

— Stations 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 station that becomes available receives ringing and a flashing trunk or

Call button. The camp-on and ring flash indications end at the other stations. (The

associated trunk button will be steadily lit at those stations to show that the trunk is

busy.)

Hunt Group Call Processing

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

If hunt group camp on is not allowed, and all stations on the hunt group list are unavail-

able, 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.

Stations within the hunt group can receive direct trunk ring-in, intercom, forwarded, or trans-

ferred calls to their individual extension numbers without affecting other stations in the hunt

group.

HUNT GROUPS AND CALL FORWARDING

Hunt group programming affects the Call Forwarding feature in the following ways:

•

Hunt group calls follow unconditional forward: If a station in a hunt group is in the

unconditional call forward mode to another station, calls to the hunt group will follow

the station 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: Stations that are busy and have

their calls forwarded conditionally (no answer, busy, or unavailable) to another station

will receive the hunt group call (if the station 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 station 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 stations can forward hunt group calls: If an

announcement or overflow station has call forward enabled, hunt group calls will fol-

low the forward and the forwarding destination station will act as the announcement or

overflow station.

•

Hunt groups can receive forwarded calls: Stations 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 stations.

Hunt Groups and Call Forwarding

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

HUNT GROUP REMOVE/REPLACE AND DO-NOT-DISTURB

Hunt group members can temporarily stop hunt group calls from ringing at their stations by

entering the Hunt Group Remove feature code as described below. (If a station is assigned to

more than one hunt group, this halts calls from all hunt groups. Hunt group assignments cannot

be removed individually.) Do-Not-Disturb can also be used to halt hunt group and other calls

to the station (see page 247 for details).

NOTE: This feature has no effect on ACD hunt groups. See page 141 for ACD login/logout

information.

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 station continues to receive calls placed to its extension number.) Hunt group overflow

and announcement stations cannot block hunt group calls using this feature.

If a phone 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 station is removed from

the hunt group.

TO REMOVE THE STATION FROM ITS HUNT GROUP(S) OR REPLACE THE STATION IN ITS HUNT

GROUP(S):

Inter-Tel Phones: 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 station 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 Sets: 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

return the station 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.

Hunt Group Remove/Replace and Do-Not-Disturb

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

UCD HUNT GROUPS

NOTE: The Uniform Call Distribution Hunt Groups premium feature is required to use UCD fea-

tures.

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 stations pick up unanswered calls when the hunt group

stations are busy.

Hunt group priority ranking will place calls to one hunt group before another at stations

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 stations that receive unanswered calls

when all of the hunt group stations are unavailable. (They are not usually included in the hunt

group list.) Announcement and overflow stations can be separate stations or they can be the

same station. Also, each of the hunt groups can have the same announcement and overflow sta-

tions or they can be assigned different stations. In a network, the announcement and overflow

stations can be off-node devices.

Call rings in to

Ext. 2000

No Answer

Advance Timer

18 sec.

Ext. 1000

Announcement Timer

18 sec.

Announcement

Ext. 1001

Station

(once only)

18 sec.

Ext. 1002

Overflow Timer

72 sec.

18 sec.

Overflow

Ext. 1006

Station

18 sec.

Ext. 1007

Overflow Timer

72 sec.

18 sec.

Overflow

Station

Ext. 1011

Ext. 1012

18 sec.

Recall Timer

180 sec.

Can be

an Extension,

Voice Processor,

or a Hunt Group

Recall

Dest.

Ext. 1020

UCD Hunt Groups

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Announcement Stations: When a call rings in or is transferred to a hunt group, the Announce-

ment 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 station 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 Processor application and then transferred to a station). If it is

answered by an available hunt group station 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 station 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 station when the Recall timer expires.

Overflow Stations: The Overflow timer is started when the Announcement timer expires or, if

there is no announcement station, when the call is received by the hunt group. If an incoming

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 Processor application and then transferred to a station). If the call is answered by an

available hunt group station 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 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 chart shows the path that an incoming hunt group call will follow for all possi-

ble combinations of announcement and overflow stations:

ANN.

STATION

OVERFLOW

STATION

CALL PATH

Call remains in hunt group.

Yes

Call goes to announcement

station only once, after

Announcement timer expires.

Yes

Call goes to overflow station

after each expiration of Over-

flow timer.

Yes

Call goes to announcement

station once (after Announce-

ment timer expires) then goes

to overflow station after each

expiration of Overflow timer.

If an announcement or overflow station has call forward enabled, hunt group calls will follow

the forward, and the forwarding destination station will act as the announcement or overflow

station.

Announcement and Overflow Stations

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Voice Processor Applications as Announcement/Overflow Stations

When a Voice Processor 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 stations without the call being “pulled back” into the hunt group when a hunt group sta-

tion 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.

NOTE: Standard Display, Associate Display, Axxess Basic, Eclipse Basic, Model 8500, Model

8520, and Model 8560 Phones do not send DTMF tones on intercom calls and therefore 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

per call× no. of waiting calls÷ available members). See page 276 for details.

If a Voice Processor application is used as an announcement or overflow station or as the recall

destination, and the system is unable to communicate with the Voice Processor, 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 stations 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 a station 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 phone system. (Non-

UCD hunt groups are treated as if

they have a priority level of 0.)

PRIORITY LEVELS

Calls ring in or

camp on to all

hunt groups

ORDER CALLS

ARE RECEIVED

PRIORITY

LEVEL

HUNT GROUP

Ext. 2000

HUNT GROUP

Ext. 2001

HUNT GROUP

Ext. 2002

Voice Processor Applications as Announcement/Overflow Stations

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

NOTE: 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 sta-

tion being monitored whenever the hunt group supervisor joins an ongoing call. (Note that call

monitoring may be illegal in some locations. It is up to the end user to ensure that use of this

feature is in compliance with local laws.)

In Database Programming, each hunt group can have one or more stations assigned as the hunt

group supervisor(s). The supervisor must reside on the same node as the hunt group members.

(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 station 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 station that is not on an active call that allows monitor-

ing, 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 station that is not in the hunt group or

an idle station in the hunt group, the system sends reorder tones and cancels the Station Call

Monitor feature.

Station monitoring requires conferencing circuits. If resources are not available when a super-

visor attempts to monitor a station, the supervisor’s display will show NO CNF CIRCUITS

AVAILABLE, and the monitor will not be allowed. Multiple supervisors can monitor the same

station, providing that a conference circuit is available for each supervisor.

The supervisor station cannot use the Agent Help feature while monitoring a call.

NOTE: Station Monitoring is not supported on an IP or SIP device engaged in a P2P call (see

page 105).

UCD Hunt Group Supervisors and Station Monitoring

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO MONITOR A HUNT GROUP CALL (DESIGNATED SUPERVISOR ONLY):

To use the speakerphone: While on hook, enter the Station 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 Station Call Monitoring feature

code (321). You hear a confirmation tone. The display shows ENTER EXT TO MONI-

TOR.

Dial the extension number (or press the lit station speed-dial or DSS/BLF button) of the

station to be monitored. You are automatically connected to the call and the display

shows MONITORING (username).

To monitor another hunt group member's call: Enter the Station Call Monitoring

feature code (321), and dial the extension number (or press the speed-dial button).

To terminate the monitor feature: If off hook, hang up. If on hook, press the Speaker

button.

UCD Hunt Group Supervisors and Station Monitoring

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

ACD HUNT GROUPS

NOTE: The Automatic Call Distribution Hunt Groups premium feature is required to use ACD

hunt group features. To take full advantage of all hunt group features, the Uniform Call Distribu-

tion Hunt Groups premium feature should also be included in your software license.

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).

ACD hunt groups can use the standard hunt group features described on page 130, and/or the

UCD features described on page 134 (if the UCD Hunt Group premium feature is included in

your software license).

ACD Call Distribution

When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circu-

late in linear or distributed order (as described on page 130) or using one of the following ACD

distribution methods:

•

Longest Idle: An incoming

call is sent to the station 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.)

NOTE: The Restart ACD Idle Time Upon Login flag affects how the longest idle time is

calculated. See page 143 for more information.

•

Balanced Call Count: To

balance the call load, each

BALANCED CALL COUNT DISTRIBUTION

ACD HUNT GROUP

incoming call is sent to the

station 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.)

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

NOTE: 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 station 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.

ACD Hunt Groups

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call

Count distribution, it will treat each station in the extension list as a separate agent; it will not

ring all of the stations on the list at once. If the hunt group is set for linear or distributed order,

a call will ring at all stations on an extension list at once 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 station extension. Because the Agent ID is not

associated with any station extension, the agent can use any station in the system to log

in and does not have to use the same station every time.

•

Members: If the hunt group is not programmed to use Agent IDs, it will have a list of

stations and will send calls to the stations where agents are logged in.

NOTE: For optimum system performance, there should not be more than 1000 Agent

IDs in any hunt group and no more than 2000 Agent ID entries in all hunt groups com-

bined.

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 IDs

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

ACD Agent Login/Logout

ACD hunt group members are

referred to as “agents.” Agents can

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 station. (The

Hunt Group Remove/Replace fea-

ture, described on page 133, does not

have any effect on ACD hunt group

calls when entered by an ACD agent.

However, placing the agent’s station

in Do-Not-Disturb will halt all ACD

and non-ACD hunt group calls.)

AGENT ID IN UCD/ACD HUNT GROUP

HUNT GROUP

Ext. 2000

HUNT GROUP

ANNOUNCEMENT

STATION

Ext. 1222

ID 2370

OVERFLOW

STATION

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 sta-

tion 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

ALL ACDS, and you hear a confirmation tone. Hang up if off hook.

TO LOG IN TO 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

AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. If you

were not logged in, continue to the next step.

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 station, 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 station.

— 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.

ACD Agent Login/Logout

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TO LOG IN TO ONE OR MORE HUNT GROUPS USING THE ACD AGENT LOGIN FEATURE CODE:

While on or off hook (single-line users must lift the handset), enter the ACD Agent

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.

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 station, 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 station.

— 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 were already logged in, the display shows ALREADY LOGGED INTO (hunt

group).

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.

If off hook, hang up. Repeat this procedure to log in to additional ACD groups, if nec-

essary.

TO LOG OUT OF AN ACD HUNT GROUP:

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.

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.

ACD Agent Login/Logout

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 station 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 65535 seconds. The default value is 15

seconds. It is programmed individually for each ACD hunt group.

If an agent wishes 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

There is a system flag called “Wrap-Up Mode For Holding ACD Calls.” If enabled, it places

an ACD agent’s station in wrap-up mode when an ACD call is placed on hold. (However, the

ACD Wrap-Up Duration timer is not activated.) This prevents the agent from receiving addi-

tional ACD hunt group calls after he or she places an ACD call on hold while the station is

idle. (The station 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 station, the ACD

agent’s station will be made available to receive incoming ACD calls.

If the agent wishes to terminate the wrap-up mode while an ACD call is on hold, he or she can

use the procedure described in the previous section.

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 station 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 in the headset and the call will be

automatically connected.

This flag overrides the station’s Transfer-To-Connect station flag, which is disabled by default.

Restart ACD Idle Time Upon Login Flag

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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

stations can be picked up at any other station. 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 station 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 station on the list) to check

each station in the hunt group and then the overflow station for one type of call at a time. If

there is more than one call of the same type at the selected station, the call that was received by

the station first is picked up. Holding calls and queue callbacks cannot be picked up.

Calls to the hunt group pilot number

CO calls

a. Direct ring-in calls

b. Transferred calls

c. Recalls

d. Camped-on calls

IC calls

a. Direct ring-in calls

b. Transferred calls

c. Recalls

d. Camped-on calls

NOTE: Group Call Pick-up can only retrieve calls from stations 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.

To pick up a call that is ringing at a hunt group:

Lift the handset, and/or enter the Reverse Transfer feature code (4). You hear a single

progress tone.

Dial the pilot number of the hunt group where the call is ringing.

Inter-Tel Phones: If the system is programmed for direct connection of reverse trans-

ferred calls, you are immediately connected. If not, press the flashing CALL, individ-

ual trunk, or

button.

Single-Line Sets: You are automatically connected.

Group Call Pick-Up

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

ACD HUNT GROUPS SPAN NODES

There is a premium feature called Remote Automatic Call Distribution Hunt Groups. It 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-phones, 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 a station that a user may wish to login to the hunt group using that ID.

The Remote Automatic Call Distribution Hunt Groups premium feature must be included in

the software license where the hunt group resides as well as any node that wishes to have users

required. Because of this fact, there are several cases that must be considered. The following

table shows the different displays and results for logging into and out of ACD hunt groups with

the different combinations of the premium feature and the ACD Hunt Group enabled/disabled.

HUNT

GRP

NODE

STN

NODE

DISPLAY

Yes

AGENT LOGGED

INTO HUNT GROUP

XXXX

Agent logged into

hunt group.

AGENT LOGGED

INTO ALL ACDS

Agent logged into all

local and remote

groups.

CANNOT ACCESS

RESERVED FEATURE into group.

Agent not logged

AGENT LOGGED

INTO ALL ACDS

Agent logged into all

local hunt groups, but

not remote where fea-

ture disabled.

Yes

CANNOT ACCESS

RESERVED FEATURE into group.

Agent not logged

AGENT LOGGED

INTO ALL ACDS

Agent logged into all

local, but no remote

groups.

CANNOT ACCESS

RESERVED FEATURE into group.

Agent not logged

AGENT LOGGED

INTO ALL ACDS

Agent logged into all

local, but no remote

groups.

Database Programming

•

ACD hunt groups have options allowing the addition of phone off-node devices, single

line off-node devices, and hunt group member extension lists containing local or off-

node stations or both.

•

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.

ACD Hunt Groups Span Nodes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 between nodes. Node avail-

ability and software version compatibility affect hunt group log-in procedures as fol-

lows:

— 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 on the user device

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 an earlier

version of System software, the phone display in version 5.3 or later will show

NOT AN ACD HUNT GROUP.

— If users on a node running an earlier version of system software try to log into a

hunt group on a node running version 5.3 or later, the display will show the mes-

sage NOT AN AGENT IN THIS ACD GROUP.

•

The ACD Wrap-Up functions perform as in previous versions with the exception of pri-

ority. Due to timing issues involved in sending messages across the network, the fol-

lowing prioritization method is used 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.

Operational Changes

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Maintenance of Node-Spanning Hunt Groups

•

Deletion of ACD Agents is different in version 5.3 or later because agents must be

defined globally. In previous versions, deletion of an agent resulted in removal of the

agent from any hunt groups in which the agent was a member and also logged the agent

out. With node-spanning hunt groups, deleting an agent from a hunt group can be 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.

•

Deletion of ACD Hunt Groups in previous versions resulted in all member stations

being logged out. In version 5.3 or later, this will apply to off-node, logged-in stations

also. When the hunt group is deleted, all remotely logged-in stations will be logged out.

If the extension number of an ACD Hunt Group is changed, any local or remote stations

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 neces-

sary to update the information on the affected nodes.

•

Removing an Agent ID from a hunt group agent list logs out any station, local or

remote, that is logged in to that hunt group using that Agent ID.

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 station resides.

— When changing an Agent ID on the node where the hunt group resides, the

remotely logged-in station 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 station 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 stations will be

logged out during the restore.

When the extension number of a logged-in station is changed, the new extension will be

logged in with the same Agent ID and will not be disconnected. This applies to stations

logged in both remotely and locally.

Maintenance of Node-Spanning Hunt Groups

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TRUNK FEATURES

This section explains the trunk functions and programmable features.

CAUTION

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 cir-

cuit. If this happens, and the caller begins dialing, the call could be placed through the sys-

tem 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 a station or when a call is in an unsupervised conference.

CALLER ID, DNIS, AND ANI

NOTE: The Advanced CO Interfaces premium feature is required to use the following features.

The system supports Caller ID, ANI, and DNIS. These features provide information about the

source of the call.

•

Caller ID: Caller ID information gives the caller’s telephone number and/or name.

ANI: Automatic Numbering Identification (ANI) information identifies the caller’s

telephone 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 tele-

phone number. Then there is another star after the digits to signal the end of the ANI

information.

•

DNIS: Dialed Number Identification Service (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 tele-

phone number and the dialed number. It combines the *ANI* and the *DNIS* features

described above.

Trunk Features

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

INTER-TEL PHONE DISPLAYS

Whether call information appears on the Inter-Tel phone display and what information appears,

is determined by station flags in the database. The flags are:

•

Expanded CO Call Information On Displays: This station flag determines whether

call information (trunk name or call information) is displayed at the phone. If it is

enabled, the Outside Call Party Information Has Priority flag (described below) deter-

mines what is 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 phone. 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 phone’s display

with the call information. If disabled, the display will show the DID or DNIS informa-

tion for the call (if available). In the default state, is it enabled.

•

Display Outside Name: If the Display Outside Name station flag is enabled, the phone

user can switch between the outside party name and number when connected to a CO

call with outside party information. The phone 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 a station flag that

applies to Inter-Tel phones only. In the default state, this flag is enabled.

The system will provide the user with advanced displays for direct ring-in calls, if the station

has “Expanded CO Call Information On Displays” and “Outside Party Call Information Has

Priority” station flags enabled (by default they are enabled).

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 phones. 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 station 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.

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.

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.

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).

Inter-Tel Phone Displays

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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.

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.

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

telephone number as part of the message envelope.

SINGLE-LINE SET DISPLAYS

System software V8.1 and later supports the transmission of Caller ID to single-line sets. This

feature uses the calling party information that the system cabinet receives from the central

office (CO). Once programmed, on-hook single-line sets 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 set receives a transferred call from another station that has

calling party information.

NOTE: Caller ID is not transmitted to single-line adapters (SLAs).

Single-Line Set Displays

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

OUTGOING-ACCESS, ALLOWED-ANSWER, AND RING-IN ASSIGNMENTS

Each trunk group has programmed lists of stations 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 station user to place calls using trunks in that trunk group. Each station has a default

outgoing access code programmed in the database. When the user presses the

OUTGOING

button, presses an idle Call button, or enters the Outgoing Call feature code

(8), the system automatically selects an outgoing trunk.

NOTE: Because the network does not allow users to directly access trunks on other

nodes, each trunk group’s Outgoing Access can contain only stations on the local node.

(Users must use ARS to access trunks on other nodes.)

•

Allowed-answer access to a particular trunk group permits the station user to answer

incoming calls on the trunks in that trunk group (even if the station does not have ring-

in assignment for that trunk group). Stations cannot have allowed-answer assignment

for trunk groups on other nodes. On Inter-Tel phones, the individual trunk button

flashes (if one exists) to indicate the ringing call. If a station 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 stations,

extension lists, or Voice Processor applications; to a hunt group; to DISA; or to a call

routing table. A trunk can ring in to a station or Voice Processor 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 phones 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 a station with ring in.

When Inter-Tel phones have outgoing-access or ring-in assignments, the associated individual

trunk buttons show the status of their trunks.

Stations 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 station that placed it on hold or at a

station 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 station.

ANSWER FEATURE CODE

For calls that are ringing or holding at the station, the user may enter the Answer feature code

ANSWER

(351) or press the

button. When more than one call is ringing or holding, the fol-

lowing 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.

Outgoing-Access, Allowed-Answer, and Ring-In Assignments

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

AUTOMATIC ROUTE SELECTION (ARS)

NOTE: The Automatic Route Selection premium feature is required to use 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 telephone numbers. Stations 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 tele-

phone number can contain up to 32 digits. (If SMDR is enabled, the modified tele-

phone number, not the digits dialed, will appear in the SMDR call record.) When

programming ARS, you can use preset dial rules or create new dial rules that add

up to 16 digits each. The pre-programmed 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.

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 telephone number that was dialed by the station user.

Automatic Route Selection (ARS)

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

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 available.

The account code can be entered using any of the account code types, including 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 station or Voice Processor applica-

tion 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:

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.

NOTE: If the Emergency Call feature is programmed to use ARS, the emergency calls

will always go through Route Group 1, regardless of route group programming.

Selects a facility group: If all of the trunks are busy, and the station 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 station toll restrictions and outgo-

ing access to determine whether the call is allowed. (All calls placed using ARS are toll

restricted, regardless of whether the selected trunk is subject to toll restriction. How-

ever, Emergency Call feature calls are never toll restricted.) If allowed, the system con-

tinues to the next step. If not allowed, the system sends reorder tones, and the call is not

placed.

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 telephone 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.

Automatic Route Selection (ARS)

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

When ARS is used, the station user hears dial tone when the feature code is entered (manually

OUTGOING

or automatically 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 button or trunk

button.

AUTOMATIC ROUTE SELECTION EXAMPLE

Station user enters 1234

account code and dials

1-602-961-9000

ARS does the following:

•

Checks the number and

finds dialing pattern 602+

in Route Group 2.

•

Selects

with an available trunk.

facility group

Axxess

Checks toll restriction and

outgoing access.

Uses dial rules to modify

the number:

Echo 3 Digits After Toll

Echo Local Address

Add Account Code

•

Dials the modified num-

ber.

OUTGOING CALL

DIALED =

1-602-961-9000-1234

Automatic Route Selection (ARS)

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

TOLL RESTRICTION

The following features provide toll restriction on the system. (They 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, station 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 station 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 station’s COS is

checked; the trunk group’s COS is not.

— Network ARS Calls: When determining toll restriction for an ARS outgoing call,

the network checks the station toll restriction based on the database information on

the node on which the station 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.

•

Exemption From ARS-Only Restriction: Each trunk group may be designated as

“exempt from automatic route selection (ARS) only.” If exempt, station 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.

•

Station And Trunk Group Classes Of Service: Each station and trunk group can be

assigned one or more classes of service (COS) which can restrict or allow certain digit

patterns when an outside call is dialed. (Trunk group COS is not checked when ARS is

used.)

CLASS OF SERVICE (COS)

Each station and each trunk group that is “subject to toll restriction” is assigned toll restriction

classes of service (COS) that restrict or allow certain dialing patterns on outside calls.

The classes of service (COS) are programmed individually for stations, Voice Processor appli-

cations, and trunk groups. There are separate COS designations for day and night modes. A

station or trunk group can be completely unrestricted or can have any combination of the

classes of service.

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 stations and trunk groups as needed.

Toll Restriction

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

The default values of COS 01-09 are as follows.

COS

NAME

RESTRICTION

ARS Only

(This is a station class of service only. It is not used for trunk

groups. Also, the Automatic Route Selection premium feature is

required.) Calls can only be placed using the Automatic Route

Selection (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 155), 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 station or application.

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

reducing restrictions for some of the stations, applications, or

trunk groups while increasing restrictions for others. Each station,

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.

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

station, application, or trunk group being used.

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 or station

COS is checked, unless the call was placed using ARS. All ARS calls are subject to station toll

restriction only.

Class Of Service (COS)

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

EMERGENCY CALL FEATURE

NOTICE

It shall be the responsibility of the entity or person(s) completing installation and mainte-

nance of hardware or software described herein to research, comply with and be responsi-

ble for the specific governmental rules and regulations regarding Emergency Outgoing

Access (911) of the geographic location in which such functions are performed.

The system will immediately allow access to local emergency facilities whenever a station user

enters the Emergency Call feature code (defaults to 911). When activated, the Emergency Call

feature will select a trunk or route the call based on the device programming. The digit(s)

required to call the local emergency services facility (defaults to 911) are then automatically

dialed. Because a condition may exist where a critical situation needs to be reported, this fea-

ture will override all toll restrictions and trunk access programming.

In versions prior to 7.0, when a user dialed 911 at intercom dial tone, the system selected an

idle trunk using the trunk access code programmed for this feature (defaults to Trunk Group 1)

or an individual line code (direct trunk access). In versions 7.0 and later, however, the emer-

gency extension is programmable on a per-station basis. In addition, Day/Night Emergency

Outgoing Access lists are provided to validate the extension making the emergency call. When

a user dials 911 at intercom or CO dial tone, emergency outgoing access is granted based on

how system programming and what the user dialed, as described below.

•

If the user dials the emergency feature code from a station with a trunk or trunk group

programmed as the Emergency Extension, the Emergency Call feature routes the call

based on the station’s Emergency Extension. The trunk or trunk group does not validate

the station 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

Emergency Number 1.

•

If the user dials the emergency feature code from a station with ARS programmed as the

Emergency Extension:

a. The Emergency Call feature routes the call based on the station’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 station 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 call then tries the first facility group in Route Group

1. The trunk group or node trunk group does not validate the station originating the

emergency call against the group’s Emergency Day/Night Outgoing Access List. If

no trunks are available, the call tries the next member in the facility group. If all of

the members are unavailable, the call camps-on to Route Group 1 until a trunk is

available.

Emergency Call Feature

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

•

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 station 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 station 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 call then tries the first facility group in Route Group

1. The trunk group or node trunk group does not validate the station originating the

emergency call against the group’s Emergency Day/Night Outgoing Access List. If

no trunks are available, the call tries the next member in the facility group. If all of

the members are unavailable, the call camps-on to Route Group 1 until a trunk is

available.

NOTE: Inter-Tel highly recommends that only local trunks be installed and used for

emergency trunk access and that only local trunks be programmed in Route Group 1.

Programming 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, Emergency Out-

going 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 stations. Also if the Message Print option is enabled, the alarm message is sent to

the designated output port.

EMERGENCY CALL FEATURE

CALL PLACED

TO 911

AXXESS DATABASE:

EMERGENCY EXT. =

TRUNK GROUP 1 (92001)

ALARM #11

DISPLAYED

DIRECT TRUNK ACCESS

Station user

dials 911

EMERGENCY No. = 911

MESSAGE PRINTOUT,

IF ENABLED

Emergency Call Feature

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Emergency Outgoing Access Lists

As of version 7.0, the system supports two outgoing access lists called Emergency Day Outgo-

ing Access and Emergency Night Outgoing Access. These lists, which are similar to the Day/

Night Outgoing Access lists, are programmable for CO Trunk Groups and Node IP Connection

Groups. These lists default to the Auto Extension List PP051: Auto: All Stations.

Ten Emergency Numbers

The system can store up to ten emergency numbers that are dialed when the Emergency Call

feature is used.

When the Emergency Call feature code (defaults to 911) is dialed at intercom dial tone, the

Emergency Call feature will select a trunk (defaults to Trunk Group 1) and then automatically

dial Emergency Number 1. If a station 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 911 service is not available, it is suggested that the

number for the local police or fire department or the telephone company operator be substi-

tuted.

If the database programmer renders this feature inoperative by removing all trunk access and/

or by removing the dialed digit string, the database program will present a warning message

indicating that the feature has been disabled and requiring the programmer to acknowledge or

change this condition before being allowed to continue.

Like all other feature codes, the 911 feature code can be changed to another 1- to 5-digit code,

if necessary, but it is not recommended.

An emergency number will be blocked if there are no trunks or emergency numbers programed

in the database, or all trunks in a trunk group are busy.

If the Emergency Call feature is programmed to use ARS, route group 1 (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.

Local trunks must be installed and used for emergency number trunk access and nodes should

not be used in Route Group 1. When a user places an emergency call, every administrator in

the network receives an emergency alarm.

Emergency Outgoing Access Lists

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

Calling Party Number Field

Each station 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 - Stations - Individual

Station programming. This information is required for emergency 911 calls in some states. You

can program any number up to 48 digits 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 Element. In

addition, the system will also send the extension number of the station in the Calling Party

Number Subaddress Information Element. The CO should ignore this information element if it

does not support it.

NOTE: There is no default number for this field. It is up to the programmer to supply the correct

Emergency Calling Party Number for each station.

If an off-premises extension is used for dialing 911, the 911 operators will see Calling Party

Number or the address of the location of the system, not the off-premises address. Off-pre-

mises personnel should be prepared to give the correct address and other pertinent information

if it is not programmed as the Calling Party Number.

IP Devices and Local Loop Support

System V7.0 or later supports IP-based solutions for providing local Public Switched Tele-

phone Network (PSTN) connectivity using the IPRC card and a third-party Media Gateway

Control Protocol (MGCP) gateway. The system requires software V7.0 or later and IPRC firm-

ware V1.3 or later. The firmware supports up to 32 IP Phones/SLAs/SoftPhones and Loop

Start Adapters (LSAs). Support for IP-based local loop does not require Premium Features.

Up to 32 ports of an IPRC can be programmed to be loop start adapter ports (MGCP gateway

trunks). The IPRC statically maps Voice over IP resources on a one-to-one, non-blocking basis

for each loop-start port within the MGCP device.

Inter-Tel currently supports the following gateways:

•

AudioCodes MP-100 Foreign Exchange Office (FXO) Gateway: Supports up to four

loop start line (FXO) ports.

AudioCodes MP-104 FXO Gateway: Supports up to four loop start line (FXO) ports.

Although the MP-104 is similar to the MP-100, each gateway uses a different switch

type for configuring the device. The MP-100 uses DIP switches, and the MP-104 uses a

command line switch (-fb). The MP-104 on an IPRC V8.1 firmware supports the peer-

to-peer (P2P) audio feature.

For details on the gateway device, see the latest version of the IP Devices Installation Manual.

Calling Party Number Field

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System Features

AXXESS ADMINISTRATOR’S GUIDE – January 2004

The following diagram illustrates a remote site with an MGCP gateway.

FIGURE 10. Example of a Remote Site without an MGCP Gateway Application

IPRC

911

Operator

In Phoenix, AZ

Caller dials 911

PSTN

IP NETWORK

Caller ID Display:

IP Endpoint

480-961-9000

Axxess System

Located in Phoenix, AZ

480-961-9000

Remote Site

Located in Orange, CA

714-283-1600

FIGURE 11. Example of a Remote Site with an MGCP Gateway Application

IPRC

911

Operator

In Orange, CA

MGCP

Gateway

PSTN

IP NETWORK

(i.e., AudioCodes)

Caller ID Display:

714-283-1600

Caller dials 911

Axxess System

Located in Phoenix, AZ

480-961-9000

IP Endpoint

Remote Site

Located in Orange, CA

714-283-1600

NOTE: The MGCP gateway is intended to connect to the PSTN. Connecting the MGCP gate-

way to single-line ports on other phone systems is currently not supported.

When configured with an MGCP Gateway, you can program the system so that when 911 is

dialed from an IP device, the calling name and number associated with the IP device, not the

system, is sent to the 911 operators. See the latest version of the IP Devices Installation Man-

ual for details.