®
Axxess
Model 8520 Phone User Guide
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MODEL 8000 SERIES PHONES
QUICK REFERENCE GUIDE TO
FREQUENTLY USED FEATURES
These are the basic instructions for the most frequently used telephone system
and voice mail features. For detailed information on these and other features,
refer to the complete instructions in the User Guide.
PLACING AN INTERCOM CALL
1. With or without the handset lifted, dial an extension number.
2. If your call goes through handsfree to the called phone’s speaker, speak after
you hear a double tone.
If you hear continuous ringing, wait for the call to be answered.
ANSWERING AN INTERCOM CALL
To answer an intercom call that comes in through your speakerphone:
EITHER, Respond handsfree.
OR, Lift the handset for privacy.
To answer a ringing (non-handsfree) intercom call:
EITHER, Lift the handset for privacy.
OR, Press
(Speaker) or
to respond handsfree.
(Intercom) button.
ANSWER
OR, Press the flashing IC
PLACING AN OUTSIDE CALL
1. With or without the handset lifted, press OUTGOING .
2. Dial the desired number. (If you see a request for an account code and hear a
single progress tone, you must dial an account code before you can place
your call.)
MAKING AN EMERGENCY CALL
9
1
1
Dial
to automatically place a call to the system’s programmed emer-
gency number (usually 911). You do not have to press OUTGOING first.
CAUTION
If using an IP Phone, consult your System Administrator and your local
Inter-Tel servicing company for important information about dialing emer-
gency services from your phone before you begin using it.
Part no. 835.2616-2
©Inter-Tel, Inc. June 2003 printed in US
1
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ANSWERING AN OUTSIDE CALL
EITHER, Lift the handset.
ANSWER
OR, Press
.
OR, Press the flashing button.
REDIALING AN OUTSIDE NUMBER
Select a line and press REDIAL . The number is automatically dialed.
PLACING A CALL ON HOLD
Press
(Hold) and hang up or place another call.
To return to the call, lift the handset and press the flashing button.
RESPONDING TO A WAITING CALL
If you hear a “call waiting” tone through your handset and/or you see a flashing
lamp, end your current call or place it on hold. Then press
flashing button.
or the
ANSWER
PAGING
7
1. Lift the handset and press PAGE , or dial
2. Dial the desired zone number (0-9).
.
3. After the tone, make your announcement and hang up.
PICKING UP A CALL FROM ANOTHER EXTENSION
4
1. Lift the handset and dial
.
2. Dial the extension number where the call is ringing or holding.
TRANSFERRING A CALL TO ANOTHER EXTENSION
1. Press TRANSFER .
2. Dial the desired extension number.
3. Wait for an answer, announce the call, and then hang up.
If the number is busy, there is no answer, or the transfer is refused, press the
flashing button to return to the caller.
TRANSFERRING A CALL TO VOICE MAIL
1. Press TRANSFER
.
2. Dial the voice mail extension number.
3. EITHER, Dial the desired mailbox number and then hang up.
OR, Hang up to send the call to the voice mail menu (so that the caller can
enter the mailbox number).
2
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TRANSFERRING A CALL TO AN OUTSIDE NUMBER
1. Press and select an outside line.
TRANSFER
2. Dial the desired telephone number.
3. Wait for an answer, announce the call, and then hang up.
If the number is busy, there is no answer, or the transfer is refused, press the
flashing button to return to the caller.
FORWARDING CALLS
1. Press
. (Model 8560 and 8660 users must then select a menu button.)
FWD
2. Do one of the following:
•
To forward to an outside telephone number: Select an outside line and
dial a telephone number.
•
•
To forward to an extension number: Dial the extension number.
To forward to your voice mailbox: Dial the voice mail extension.
CANCELING CALL FORWARD
Press FWD . (Model 8560 and 8660 users must then press the FWD OFF
menu button.)
PLACING CONFERENCE CALLS
CNF
1. While on the first call, press
. The call is now on hold.
2. Place an intercom or outside call, then press the flashing CNF to place the
call on hold. (If necessary, repeat this step to place a third call on hold.)
3. Press the flashing CNF to join all of the calls together in the conference.
CHANGING VOLUME LEVELS
Press the
(high) or
(low) end of the Volume button.
To save your change:
EITHER, Press both ends of the Volume button at the same time.
OR, Press the middle of the Volume button.
ACCESSING YOUR VOICE MAILBOX
MSG
If your
button is lit and you have a message from voice mail:
1. Lift the handset or press
.
MSG
2. Press
.
#
3. Enter your personal password and press
.
3
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MSG
If your
1. Dial the voice mail extension number. (You hear the main menu.)
2. During or after the greeting, press to identify yourself as a subscriber.
button is not lit, access your mailbox as follows:
3. Enter your mailbox number and your personal password (if programmed).
#
Then press
.
LISTENING TO VOICE MAIL MESSAGES
1. Access your mailbox as described on page 3.
1
2. Press
to listen to your new messages. While you are listening to a mes-
sage, you can use the following options:
#
1
2
3
4
5
6
7
9
•
•
•
•
•
•
•
•
•
Press
Press
Press
Press
Press
Press
Press
Press
Press
to skip to the end of the recording.
to back up.
to pause. (Press any button to continue.)
to skip ahead.
to lower the volume.
to play the message envelope.
to raise the volume.
to save the new message in your mailbox.
to delete the message from your mailbox.
3. When the message has finished playing, you have the following options:
1
•
•
•
•
•
•
•
•
Press
Press
Press
Press
Press
Press
Press
Press
to replay the message from the beginning.
to reply to the message (or make a return call, if enabled).
to forward a copy of the message to another subscriber.
to listen to the previous message.
2
3
4
5
6
7
9
to play the introductory message envelope.
to listen to the next message.
to save the new message in your mailbox.
to delete the message from your mailbox.
SENDING VOICE MAIL MESSAGES
1. Access your mailbox as described on page 3.
2
2. Press
.
3. Dial the mailbox number where you want to leave the message.
#
4. Press
to accept the subscriber’s name.
5. Record your message after the tone.
#
6. When finished, hang up or press
and listen for more options.
4
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CONTENTS
FINDING YOUR WAY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
About Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
About Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
What You See and Hear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Software Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Adjusting Your Phone’s Viewing Angle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Adjusting Your Phone’s LCD Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Setting Up Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Making and Receiving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Displaying Information on Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using the Speaker and Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using the Message Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Accessing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Voice Mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Using Do-Not-Disturb Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
MOVING ON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Speed Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
©Inter-Tel, Inc. September 2003 printed in US
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CONTENTS
Performing a “Hookflash” During a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Programming Your Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Programming Direct Station Selection Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Programming Secondary Extension Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Screening Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Programming Remote Feature Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Working in Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
LEARNING MORE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
What the Administrators Can Do for You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
For sales, service, or technical support, contact your local
authorized Inter-Tel dealer.
If you have questions or comments about this User Guide,
contact Inter-Tel Technical Publications at:
All products and services mentioned in this publication are the trademarks, service marks, regis-
tered marks, or registered service marks of their respective owners.
®
®
Inter-Tel and Axxess are registered trademarks of Inter-Tel, Inc.
ii
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Finding Your Way
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
About Your Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Feature Button Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
Message Indicator Lamp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
DSS/BLF and Mini-DSS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
About Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
What You See and Hear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Software Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
®
Axxess Model 8520 Phone User Guide
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1
WELCOME
Your new Model 8520 Phone provides access to several features, each of which is
described in this guide. The About This Guide section below lists the different sec-
tions in this user guide and describes the type of information you can find there. If
you need to access information quickly, refer to the Quick Reference Guide attached
to the front of this guide. You can also tear out the pocket guide to keep as a handy
reference for features you are likely to use while away from the office (Remote Fea-
ture Access and Voice Mail).
ABOUT THIS GUIDE
®
This guide contains instructions for using the Model 8520 Phone on the Inter-Tel
®
Axxess telephone and voice mail systems. To help you find information more
quickly, this guide is divided into four separate sections, as indicated by the tabs.
These sections include the following:
•
Finding Your Way: This section provides the map for your phone and this guide.
It includes figures and general information designed to help you find what you
need.
•
Getting Started: If you need to make a call, this is the section for you. It not
only includes basic phone and voice mail information, but it provides instructions
on how to perform everyday tasks, such as answering calls, making calls, access-
ing voice mail, etc.
•
•
Moving On: Once you’ve got the basics down, it’s time to move on to the
advanced features. In this section, you’ll learn how to program speed-dial num-
ful features.
Learning More: This is the place where the answers are. With a Frequently
Asked Questions (FAQs) section and additional information about the phone and
voice mail systems, you can perform basic troubleshooting and learn more about
the system.
In addition, this guide contains a list of default feature codes (see page 75), an index
(see page 79), and a voice mail flowchart (see page 83) for easy reference.
NOTE: Because the telephone system is very flexible and programmable, the proce-
dures for using the features might vary slightly from the descriptions in this guide. If so,
your trainer or system administrator can tell you how your system differs and how to
use the features.
®
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ABOUT YOUR PHONE
Your phone has two basic types of buttons in addition to a display and a Message
Indicator lamp.
•
•
Dialpad buttons: Allow you to enter numbers and letters.
Feature buttons: Provide quick access to various phone and voice mail features.
Message Indicator Lamp
LCD With Two
16-Character Lines
Ring and Voice
Volume Control
Internal Speaker
Hold Button
Special Button
12-Button
Dialpad
Speaker Button
Handsfree Microphone
(Underneath Edge)
Feature Buttons
Hearing Aid-Compatible
(HAC) Handset
NOTE: This is the default configuration. Your buttons may have been programmed dif-
ferently. If you are uncertain about the configuration, ask your system administrator.
®
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3
Feature Button Functions
The feature buttons are designed to automate some of the commonly-used functions,
such as dialing an outside number. Each of these is described in the table below.
BUTTON
ANSWER
IF YOU...
YOU CAN...
PG.
Press
Press
Answer a call.
Place an outgoing call.
20
ANSWER
and dial the number
19
OUTGOING
CALL
OUTGOING
Press an unlit
button
button or the flashing Select an outside line or answer a call.
19, 20
CALL
Press
Access an intercom call.
16
38
22
IC
IC
Press unlit or lit
Enable/disable Do-Not-Disturb mode.
DND
DND
CNF
Press
and dial the numbers you
Place a conference call.
CNF
would like to add to the conference
Press
Press
(International Hold Symbol)
and dial the destination
Put a call on hold.
Transfer a call.
21
23
TRANSFER
TRANSFER
number
Press
View or access System Speed-Dial num-
bers.
55
SYS SPDL
STN SPDL
SYS SPDL
STN SPDL
PAGE
Press
Press
Press
View or dial Station Speed-Dial numbers.
Choose a page zone to place a page.
52
57
26
PAGE
Redial a telephone number or save the last
number dialed.
REDIAL
REDIAL
Press
Press
Press
and hang up
Put a call on the speaker.
Leave or listen to a message.
Mute the microphone.
29
31
29
25
MSG
MUTE
FWD
MSG
MUTE
Press
ber
and dial the destination num- Forward calls to the specified number.
FWD
Press the high or low end of the Volume but- Adjust volume during a call.
ton
39
In addition to the buttons identified in the preceding table, your phone has a Special
button ( ). Depending on how your telephone system is configured, you may need
to press this button before you dial a feature code.
NOTE: Because the telephone system allows customized feature buttons, your phone
may have been reprogrammed so that the feature buttons do not match those
described in this guide.
®
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Display
Your Model 8520 Phone has two lines of display with 16 characters per line. When
your phone is idle, this display shows your extension number, your username, the
time of day, and the date. At other times, it may display reminder messages, Do-Not-
Disturb (DND) messages, numbers dialed, call sources, elapsed time of calls, current
call costs, error messages, etc.
Because the display can only support 16 characters, you may see a few abbreviations.
The most commonly used abbreviations are provided in the table below.
ACCT CODE
CNF
Account Code
Conference
DEST
DIR
Destination
Directory
DND
Do-Not-Disturb
Extension
EXT
MSG
Message
RCL
Recall
SPKR
SPKRPHN
STN SPD
SYS SPD
TFR
Speaker
Speakerphone
Station Speed Dial
System Speed Dial
Transfer
TG
Trunk Group (a group of outside lines)
Trunk (an outside line)
TRNK
®
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5
Message Indicator Lamp
The Message Indicator lamp (located at the top, right-hand corner of the phone)
MSG
shows the same indications as the
button. The Message Indicator lamp flashes
whenever there is a waiting message.
NOTE: Because the telephone system allows for customization, your phone’s message
indicator may have been reprogrammed to indicate a different feature.
DSS/BLF and Mini-DSS
Generally, the Model 8450 Direct Station Selection/Busy Lamp Field (DSS/BLF) unit
is used by individuals that handle a high volume of incoming calls, such as reception-
ists. The DSS/BLF provides one-button access to up to 50 extension numbers or a
programmable feature. For more information about programming and using the DSS,
refer to the current Administrator’s Guide (part no. 550.8001).
The Model 8416 Mini-DSS unit is a scaled-down version of the full-sized DSS/BLF
unit. This optional unit adds 16 user-programmable buttons to your phone. These but-
tons can be programmed as any of the following:
•
DSS buttons: Provide one-button access to extension numbers and display the
status of the extension associated with the button (see page 59).
•
•
Feature buttons: Provide quick access to frequently-used features (see page 58).
Secondary extensions: Allow one-button access to calls ringing or holding at
another station (see page 60).
NOTE: Instructions for attaching the Mini-DSS to your phone are included with the
unit.
The DSS/BLF and Mini-DSS lamps indicate the status of the extension or feature
assigned to the button. These indications are shown in the table below.
If the lamp is...
Solidly lit
Then...
The associated extension is busy, or the associated feature is enabled.
The extension is in Do-Not-Disturb.
Flashing slowly
Flashing rapidly
The extension has a call ringing in.
Fluttering continuously The extension is causing a STATION OFF-HOOK system alarm.
®
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ABOUT VOICE MAIL
Voice mail is an application that is part of the Inter-Tel Voice Processor. With the
from any station or touchtone telephone. To use this and other features, each user (you
included) is assigned a “voice mailbox,” which usually corresponds to a valid exten-
sion number. You can, however, have an “unassociated” mailbox that does not corre-
spond to an extension. Unassociated mailboxes are typically used for agents or other
personnel who don’t have a permanent office.
With your voice mailbox, you can use personal or system greetings to let callers know
box, they can leave a message, hang up, or access an attendant.
In addition, the voice mail administrator can program the name for “group lists” of
mailboxes. With these lists, you can send a message to a group of people by entering
one number instead of everyone’s individual mailbox number.
NOTE: You cannot cancel unheard (unretrieved) messages that are sent using group
lists (see page 37).
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WHAT YOU SEE AND HEAR
As you can see, your Model 8520 Phone and telephone system come equipped with a
lot of “bells and whistles.” To help you understand what everything means, it is rec-
ommended that you read the following information before you use your phone:
•
•
•
Your telephone system may be programmed for one or two dial tones. Systems
with two dial tones have one for intercom calls and one for outside calls.
Many features “time out” if you wait too long before performing the next step. If
this happens, you must hang up and start over.
If you hear four fast tones or repeating fast tones, you have pressed an invalid
button combination, tried to select a restricted line, dialed a restricted or invalid
number, dialed too slowly between digits, or waited too long before performing
the next step. Hang up and try again.
•
Some phone models have red/green lamps in the feature buttons. Green indicates
a call is ringing, holding, or active on your phone. Red means the call is on
another phone. If the buttons only light red, either your phone does not have the
green lamps, or the system is not programmed to support the two lamp colors.
NOTE: Your phone may be programmed to always use red lamps for calls ringing
directly to your phone. If you are uncertain about the configuration, ask your sys-
tem administrator.
•
•
The button lamps may be solidly lit or flashing to indicate the status of a call or
feature. To avoid confusion, this guide uses different icons to signify that a lamp
is unlit (
), lit, (
), or flashing (
).
CNF
CNF
CNF
“Off-hook” means that either the handset is lifted or the speakerphone is on ( is
lit). “On-hook” indicates that the handset is in the cradle or the speakerphone is
off. For example, you must first go “off-hook” to make a call, but you must go
“on-hook” to end a call.
•
•
If the MSG button and Message Indicator lamp are lit when using a directory or
entering a message, you are in alphanumeric mode, which allows you to enter let-
ters. If the
button and the Message Indicator lamp are unlit, you are in
MSG
numeric mode and can only enter numbers and special characters.
“Handsfree” mode indicates that a call is connected through the speakerphone
(i.e., you don’t have to lift the handset to speak). While in handsfree mode, you
can make or receive calls.
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SOFTWARE COMPATIBILITY
Your phone is compatible with system software versions 7.0 and later. Phones using
software versions 3.0 to 6.x have limited functionality in the following areas:
STN SPDL
•
•
•
•
The
button will not work; however, you can still use this feature by dial-
ing the Station Speed-Dial feature code (see page 52).
The button will not work; however, you can still use this feature by dial-
PAGE
ing the Page feature code (see page 57).
The Message Indicator lamp will not work; however, the
function properly (see page 31).
button will still
MSG
The dedicated headset audio jack will not work; however, you can still use the
headset by plugging the headset into the handset jack and dialing the Headset On/
Off feature code (see page 28).
•
•
The optional Mini-DSS will not work.
The
,
,
,
SYS SPDL , and
lamps will not
REDIAL
TRANSFER
ANSWER
OUTGOING
light.
The Model 8520 Phone does not support software versions 3.0 and earlier.
NOTE: This information about compatibility applies to phones programmed to use the
default button locations. Your buttons may have been programmed differently. If you are
uncertain about the configuration, ask your system administrator.
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10
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Setting Up Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Initializing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Placing Calls On Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
To Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Forwarding Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Redirect Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Mute Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Using the Message Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Accessing Your Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Using Voice Mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Listening to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Undeleting Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Sending Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
Canceling Unheard Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Using Do-Not-Disturb Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
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INTRODUCTION
Now that you know what your phone can do, it’s time to start using it. In this section,
you’ll learn how to make and receive calls, transfer calls, retrieve voice mail mes-
sages, and much more.
ADJUSTING YOUR PHONE’S VIEWING ANGLE
Your Model 8520 Phone has an adjustable base that allows you to tilt your phone to
enhance the viewing angle. There are two types of bases available on the phone, each
of which allow you to adjust the angle of the phone. Use the appropriate instructions
(listed below) to adjust the angle of your phone.
If your phone has a support mechanism that fits into holes on the base:
1. Position the bottom of the phone’s base on a flat surface.
2. Tilt the phone to the desired angle.
3. Place the “feet” of the support mechanism in the holes on the base to secure the
position of the phone.
If your phone has buttons located on the back to release the locking base:
1. Position the bottom of the phone’s base on a flat surface.
2. Press both buttons on the back of the phone to disengage the base’s locking
mechanism.
3. Tilt the phone to the desired angle.
4. Release both buttons to lock the base in place.
NOTE: If you position your phone’s viewing angle to 60 degrees or greater, it is recom-
mended that you flip the handset hanger down to the horizontal position.
ADJUSTING YOUR PHONE’S LCD CONTRAST
Your Model 8520 Phone has a contrast control wheel that allows you to adjust the
Liquid Crystal Display (LCD) contrast. This wheel is located on the back of the
phone and can be adjusted while viewing the LCD screen.
To adjust your phone’s LCD contrast:
1. While viewing the LCD screen, locate the contrast control wheel on the back,
upper-right section of the phone.
2. Adjust the contrast of the LCD screen by turning the wheel clockwise (lighter) or
counterclockwise (darker).
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SETTING UP VOICE MAIL
To begin using your voice mailbox you will need to complete a few basic set-up pro-
cedures to initialize your mailbox, customize your personal greetings, and record your
voice mail directory name. See page 47 for additional voice mail options.
Initializing Your Mailbox
One of the first things you should do is initialize your mailbox. This allows you to:
•
•
•
Change the default password number to a personal password.
Record a name to identify yourself in the company directory.
Listen to the voice mail introduction.
To initialize your mailbox:
1. Dial the voice mail extension number. (You hear the main menu.)
NOTE: If you don’t know what the voice mail extension number is, check with your
system administrator.
2. Press
to identify yourself as a subscriber.
3. Enter your mailbox number and default password.
NOTE: Your mailbox number is your default password.
4. If you want a password, enter a new password using digits 0-9 (up to 12 digits).
#
Then press . Voice mail plays back your password.
#
If you do not want to use a password, just press
.
#
3
5. Press
to accept the entry. Press
to re-enter your password. The system
prompts you to record your directory name.
#
6. After the tone, record your first and last name. When finished, press
.
7. Do one of the following:
#
•
•
•
•
Press
Press
Press
Press
again to accept the name.
to replay the name you just recorded.
to add to your name.
1
2
3
to erase and re-record your name.
The system then plays a prompt that introduces you to the basic voice mail features.
#
You can skip this introduction by pressing , if desired.
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Recording Your Personal Greetings
You can store two different personal greetings in your voice mailbox: a primary and
an alternate. You can then select which greeting you want played when a caller
reaches your voice mailbox. Because the purpose of this greeting is to tell callers why
they have reached your voice mailbox, you should include the following information:
•
•
•
Whether or not you are in the office and where you can be reached
When you will be returning calls
0
For callers who do not wish to leave a message, how to exit voice mail (press
to return to the operator)
The following are some sample greetings to help you plan your message:
•
Primary Greeting: Hello, this is __________. I am either on another line or
away from my desk and cannot take your call at this time. If you need to speak to
message, and I will return your call as soon as possible. Thank you.
•
Alternate Greeting: Hello, this is __________. I will be away from the office
from day/date until day/date. If you need to speak to someone immediately,
please dial zero now. Otherwise, please leave a detailed message, and I will
return your call when I return. Thank you.
To change your personal greeting:
1. Access your mailbox as described on page 32.
4
2. Press
3. Press
to select the Personal Options Menu.
to record/change your personal greeting.
1
4. Do one of the following:
1
•
•
•
Press
Press
Press
to record and/or enable your primary greeting.
to record and/or enable your alternate greeting.
to enable the system default mailbox greeting.
3
2
3
5. If you pressed , continue to the next step.
1
2
If you pressed
or
, the current greeting is played (if one exists). You can
then do one of the following:
#
•
•
•
•
•
Press
Press
Press
Press
Press
to accept the greeting.
to replay the greeting.
to add to the greeting.
to erase and re-record the greeting.
to exit without changing your greeting.
1
2
3
6. Hang up.
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Recording Your Voice Mail Directory Name
Your recorded name is used to identify you in the voice mail directory and to verify
your mailbox number when messages are addressed to you.
To change your directory name:
1. Access your mailbox as described on page 32.
4
2. Press
to select the Personal Options Menu.
2
1
3. Press . Your current name is played. (Press
to replay your recorded name.)
3
4. Press
to erase and re-record your name.
#
5. When you hear a tone, record your first and last name, then press
.
6. Do one of the following:
#
•
•
•
•
Press
Press
Press
Press
again to accept your recorded name.
to replay your recorded name.
to add to your name.
1
2
3
to erase and re-record your name.
7. Hang up.
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MAKING AND RECEIVING CALLS
Making and receiving calls is the basic purpose of any phone. With your Model 8520
Phone, you can make/receive intercom and outside calls and make emergency calls.
Intercom Calls
Your extension number allows other people to place intercom calls to you, without
dialing any extra codes. And, because every phone in your phone system is assigned
an extension number, you can call other people in your system quickly and easily.
NOTE: Ask your system administrator for a list of extensions.
Placing Intercom Calls
To place an intercom call:
1. With or without the handset lifted, dial an extension number.
2. If your call goes through handsfree to a phone’s speaker, speak after you hear a
double tone.
If you hear continuous ringing, wait for the call to be answered.
The phone system allows you to place a non-handsfree call that will override hands-
free mode on the extension you are calling. If you use the Ring Intercom Always fea-
ture to always send non-handsfree calls, the called party must pick up the handset to
answer the call.
To place a non-handsfree call that will ring at the other phone until answered:
#
Press
before dialing the extension number.
To program your phone to always send non-handsfree calls using the Ring Inter-
com Always feature:
3
7
7
With the handset in the cradle, dial
.The current status is shown.
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If there is no answer or if the phone is busy when you place an intercom call, you
can do any of the following:
•
•
To leave a station message, press
and then hang up.
MSG
To leave a voice mail message, press
answer. (See page 31 for more message options.)
and wait for the message center to
MSG
NOTE: This option is only available if the called phone has a voice mailbox.
•
To camp onto a busy extension, stay on the line and wait for the phone to become
available. Do not hang up. After the system timer expires, you hear music until
the phone is available.
NOTE: You cannot camp on to a phone if it is in DND mode.
6
•
•
To request a callback (queue on to the phone): Press
and hang up. When the
phone is available, your phone rings. (To cancel the queue request before the call-
6
back, press .)
To use the Off-Hook Voice Announce feature (if the called phone is programmed
for it): Do not hang up. After the busy signals stop, you are automatically con-
nected and may speak. (If you hear music or if the phone is in DND mode, your
off-hook voice announce call will not go through.) This allows you to talk to the
phone user on his or her handsfree speakerphone, even though the user already
has a call in progress on the handset. This feature is not available if your phone
has the Ring Intercom Always feature enabled.
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Receiving Intercom Calls
Your phone can receive both intercom and non-handsfree intercom calls. If the hands-
free feature is enabled on your phone, intercom calls are automatically answered.
Non-handsfree intercom calls (see page 16) override the handsfree option.
If your handsfree feature is disabled, or if you receive a non-handsfree intercom call,
you must pick up the handset or press a button to answer the call.
To enable or disable your phone’s handsfree answering feature:
3
1
9
With the handset in the cradle, dial
.
To receive an intercom call:
If the handsfree feature is enabled, respond handsfree.
IC
If the handsfree feature is disabled, press or
or lift the handset for privacy.
To receive a non-handsfree intercom call:
EITHER, Lift the handset for privacy.
to answer the call.
NOTE: You must lift the handset if the caller has the Ring Intercom Always feature
enabled.
To redirect a ringing call to another extension or to an outside number:
3
3
1
1. Press
and dial
.
2. Enter the extension or outside number to which you want to redirect the call. See
page 26 for more information.
To receive an Off-Hook Voice Announce call (through your speaker) while you
are on a call:
When you hear a single tone and see an incoming call display, you can do the follow-
ing:
•
To accept the call on the speakerphone without ending your current call: When
you hear a double tone, you may talk handsfree with the caller through the speak-
erphone. (The caller on the handset will be able to hear both you and the party on
the speakerphone.)
•
To block the call from coming through the speaker:
IC
a. Press to allow the incoming intercom call to camp on. The
flashes, and the call is placed on hold.
button
DND
b. Press
to place your phone in DND mode, if desired. (See page 38 for
more information about DND mode.)
NOTE: To use this feature, the Off-Hook Voice Announce feature must be enabled.
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Outside Calls
With outside calls, you can talk to people who aren’t members of your phone system.
When you make an outside call, however, you must dial any area codes or long dis-
tance digits that your telephone company requires.
Placing Outside Calls
To place an outside call:
OUTGOING
1. With or without the handset lifted, press
2. Dial the desired number.
.
NOTE: If you see a request for an account code and hear a single beep, you must
dial an account code before you can place your call (see page 61).
Depending on how your system is programmed, you may be able to use one of the
OUTGOING
following methods to select an outgoing line, instead of pressing the
ton:
but-
•
•
•
Dial the Outgoing Call feature code (default is 8).
Press an unlit button, if you have one.
CALL
Dial a Select Line Group feature code (the defaults are 92001-92208 but may dif-
fer depending on the software version).
•
Dial the Automatic Route Selection (ARS) feature code (the default is 92000 but
may differ depending on the software version).
try to call out:
6
When you hear busy signals, press
phone rings.
To cancel the queue request before your phone rings:
6
Press
.
When dialing the number, you can do one of the following:
•
•
•
•
Use the speed-dial directory. See page 62.
Use the Station Speed-Dial feature. See page 52.
Use the System Speed-Dial feature. See page 55.
Redial the last number you dialed. See page 26.
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Receiving Outside Calls
To receive an outside call:
EITHER, Lift the handset.
ANSWER
OR, Press
. Depending on how your system is programmed, you may be
CALL
able to press the flashing
button instead.
To redirect a ringing call to another extension or to an outside number:
3
3
1
1. Press
and dial
.
2. Enter the extension or outside number to which you want to redirect the call. See
page 26 for more information.
Emergency Calls
With the telephone system, you do not have to access an outside line (press
OUTGOING ) to dial an emergency number.
To make an emergency call:
9
1
1
Dial
. A call is automatically placed to the preset emergency number.
Call Waiting
ing” tone and/or you will see a display.
To respond to a waiting call (you hear a single tone and a button is flashing):
•
•
To end the current call: Hang up. The waiting call rings in.
To place the current call on hold: Press
. Then press the flashing button to
answer the waiting call.
•
To have the caller hear DND signals: Press
mation about DND mode.)
. (See page 38 for more infor-
DND
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PLACING CALLS ON HOLD
You can place calls on hold in one of two ways: individual or system.
•
Individual Hold places the call on hold at one phone. It can then be directly
picked up at that phone or it can be picked up at another phone using the Reverse
Transfer (Call Pickup) feature (see page 24).
•
System Hold places the call on hold in the system. You can then pick up the call
at any phone that has a flashing button for the call, including the phone that
placed it on hold.
NOTE: You cannot place intercom calls on system hold.
To place a call on Individual Hold:
1. Press
.
2. Hang up or place another call.
To place an outside call on System Hold:
3
3
5
1. Press
and dial
.
2. Hang up or place another call.
To return to a call that is on hold:
Lift the handset and press the flashing button.
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PLACING CONFERENCE CALLS
With the Conference feature, you can establish a conference call with up to three
intercom and/or outside parties (four, including you).
To place a conference call:
CNF
1. While on the first call, press
to put the call on hold.
2. Place another intercom or outside call.
3. Press CNF to place the call on hold. (If necessary, repeat this step to place one
more call on hold.)
4. Press CNF to join all of the calls together in the conference.
During the conference call, you can do the following:
•
•
•
To place the conference on hold: Press
without disconnecting the parties. To return to the conference, press CNF
. This places the conference on hold
.
To drop out of the conference: Press CNF and hang up. This removes your
phone from the conference, but leaves the other parties connected.
To add additional parties to the conference: Do the following:
a. Press CNF . This leaves the conference parties connected.
b. Place a call to the party to be added to the conference.
c. Press CNF twice to put yourself and the new party into the conference.
To end the conference and place all parties on individual hold: Press CNF and
•
•
•
then press
to place all of the parties on individual hold. You can then speak to
one party at a time by pressing
or a flashing button.
MUTE
To mute your microphone: Press
. This turns your microphone on or off
during the conference. If mute is enabled, you can hear the conferenced parties,
but they cannot hear you.
TRANSFER
To transfer the conference to another extension or to voice mail: Press
and dial the desired extension number. Then hang up when you are ready to com-
plete the transfer.
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TRANSFERRING CALLS
Although transferring calls is considered a basic function of a phone, your Model
8520 Phone has many advanced options for this feature. With your phone, you can
transfer to another extension, voice mail, or even an outside line.
To Another Extension
TRANSFER
1. EITHER, Press
OR, Press
2. Dial the desired extension number.
.
3
4
6
and dial
to place the call on hold at the other phone.
3. Wait for an answer, announce the call, and then hang up.
If the number is busy, there is no answer, or the transfer is refused, press the flash-
ing button to return to the caller.
NOTE: If you are receiving a transferred call and the Transfer-To-Connect option is
enabled for your phone, you are automatically connected to the transferred caller once
the transferring party hangs up. If this option is disabled, you must press a CALL but-
ton to answer the transferred call.
To Voice Mail
TRANSFER
1. Press
.
2. Dial the voice mail extension number.
3. EITHER, Dial the desired mailbox number and hang up.
OR, Hang up to send the call to the voice mail menu (so that the caller can select
the mailbox number).
To an Outside Number
TRANSFER
1. Press
.
2. Select an outgoing line and dial the desired telephone number.
3. Wait for an answer, announce the call, and then hang up.
If the number is busy, there is no answer, or the transfer is refused, press the flash-
ing button to return to the caller.
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USING REVERSE TRANSFER
The Reverse Transfer (Call Pick Up) feature allows you to answer a call that is ring-
ing or holding at another phone. For example, if the attendant transfers a call to you
but you have stepped away from your phone, you can pick up the call using another
phone.
To answer a call ringing or holding at another phone:
4
1. Lift the handset and dial
.
2. Dial the extension or hunt group number (see page 68) where the call is ringing
or holding. The call is transferred to the phone you are using and you are con-
nected to the caller.
NOTE: If the Group Call Pickup feature is enabled, you can pick up a call ringing at
any station in a hunt group by dialing the hunt group’s extension number (available in
versions 5.2 and later).
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FORWARDING CALLS
With the Forwarding feature, you can have calls follow you (e.g., forwarded to a cell
phone), or you can redirect calls to a voice mail or other extension.
Manual Call Forwarding
Manual call forwarding allows you to send incoming calls to another extension num-
ber. You can even forward calls to outside numbers, if your phone is programmed to
allow this.
To forward calls:
FWD
1. EITHER, Press
.
OR, Enter one of the following feature codes:
3
5
5
•
(Call Forward All Calls): All incoming calls are forwarded with-
out ringing at your phone.
3
5
6
•
(Call Forward If No Answer): All incoming calls are forwarded if
they are not answered before a timer expires.
NOTE: Only the installer or system administrator can adjust this timer.
3
5
7
•
•
(Call Forward If Busy): When your phone is busy, all incoming
calls are forwarded without ringing at your phone.
3
5
8
(Call Forward If No Answer or Busy): All incoming calls are for-
warded if your phone is busy or if you do not answer, as described above.
2. Do one of the following:
•
To forward to an outside telephone number: Select an outgoing line and dial
a telephone number.
•
•
To forward to an extension number: Dial the extension number.
MSG
To forward to your message center: Press
.
To cancel any call forward request:
FWD
EITHER, Press
and then
.
OR, Dial any one of the feature codes listed above and then press
.
Automatic System Forwarding
Automatic System Forwarding allows your system administrator to route calls based
on the type of call and the status of your telephone. Although you cannot program the
path of a system forward, you can enable or disable this feature on your phone.
To enable or disable System Forwarding:
3
5
4
Dial
.
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Redirect Call
NOTE: This feature is available only with versions 5.3 and later system software.
The Redirect Call feature allows you to forward any call that is ringing on your phone
without having to answer the call.
NOTE: You cannot redirect calls to an extension that is in DND or to a restricted out-
side number.
To redirect a call to an extension number:
3
3
1
1. Press
2. Dial the extension number.
To redirect a call to an outside telephone number:
and dial
.
3
3
1
1. Press
and dial
.
2. Enter the outside telephone number.
#
3. Press
.
REDIALING A NUMBER
Although most phones redial the last number dialed, your system administrator can
program your phone to redial the last number saved.
To use the Last Number Dialed feature (if enabled):
REDIAL
With or without the handset lifted, press
the number is dialed.
. A line is selected automatically, and
To use the Last Number Saved feature (if enabled):
•
To save the last number dialed: While the phone is idle or while listening to inter-
REDIAL
com dial tone, press
.
REDIAL
•
To redial the saved number: After selecting a line, press
. The number is
dialed automatically.
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DISPLAYING INFORMATION ON YOUR PHONE
Your Model 8520 Phone has two lines of display where you can view information,
such as the date and time or the outside party’s name/number.
Date, Time, Name, and Extension Number
You can temporarily display the system date and time, your username, and your
extension number at any time.
To show the date and time display (while on a call, in DND, etc.):
3
0
0
Press
and dial
.
Outside Party’s Name/Number
NOTE: This feature is available only in versions 4.4 and later system software.
If you are currently connected to an outside caller with Caller ID, you can toggle
between displaying the caller’s name and number.
To show the outside party’s name/number:
3
7
9
Press
and dial
.
NOTE: If there is no outside party name available, the display shows CANNOT
ACCESS FEATURE.
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USING A HEADSET
With an electret headset, you can talk on the phone handsfree, without using your
speaker and microphone.
NOTE: If your headset has a power-saver mode, make sure the system administrator
has the Headset Connect Tone flag enabled in the telephone system. If this flag is not
enabled, you may miss the first few seconds of incoming calls.
To connect a headset:
1. Insert the headset plug into the headset jack.
3
1
5
2. With the handset in the cradle, dial
(Headset On feature code) or dial
3
1
7
(Headset On/Off feature code). The display shows HEADSET MODE
ON.
NOTE: If using a headset, press to connect and disconnect calls.
To disconnect a headset:
1. Unplug the headset cord from the headset jack.
3
1
6
2. With the handset in the cradle, dial
(Headset Off feature code) or dial
3
1
7
(Headset On/Off feature code). The display shows HEADSET MODE
OFF.
NOTE: If you have both a headset and handset connected to your phone and you are
using the headset, you can quickly transfer audio to the handset by lifting the handset
from the cradle. Press
handset in the cradle.
to transfer the call back to the headset before replacing the
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USING THE SPEAKER AND MICROPHONE
If you are not using a headset, you can talk handsfree using your speaker and micro-
phone. You can also use the speakerphone for on-hook dialing, call monitoring, and
background music.
Mute Button
To mute the microphone so that you can hear the other party, but they cannot
hear you (this does not put them on hold):
MUTE
Press
.
To return to the call:
MUTE
Press
.
Group Listen Using the Speaker
With the Group Listen feature, you can transmit a conversation over the speaker while
you use the handset or headset to continue speaking. This allows other people to hear
the caller while the caller can only hear you.
NOTE: You cannot use this feature on a handsfree call. You must be on a call using
the handset or a headset before entering the feature code.
To turn the group listen feature on or off during a call:
3
1
2
Press
and dial
. You hear a confirmation tone (the other party does not
hear this tone).
NOTE: If you are using the handset, the button lamp will remain unlit, even though
the speaker is on. This allows you to place the call into handsfree mode at any time dur-
ing the call by pressing and hanging up. If you are using a headset, however, the
button lamp is lit. Pressing will disconnect the call.
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Enhanced Speakerphone Mode
The Enhanced Speakerphone Mode improves transmission quality while on a speak-
erphone call over a limited volume level range (typically the range is 1 to 3).
NOTE: To use this feature, the system administrator or installer must program your
phone for Enhanced Speakerphone Mode.
To enable enhanced speakerphone mode while on a call:
EITHER, Press
and then
.
3
1
0
OR, Press
and dial
. The speakerphone will return to standard mode
when you end the call.
There will be about one second of white noise while the speakerphone circuitry is cal-
ibrated to the call. (Both parties should avoid speaking during this white noise.) If the
speakerphone cannot be calibrated correctly, displays show CANNOT ENABLE
ENHANCED MODE.
NOTE: 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.
ALSO: On some long-distance calls, the outside party may hear his or her own echo
when speaking. If the amount of echo is objectionable, do not use the Enhanced
Speakerphone Mode.
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USING THE MESSAGE BUTTON
In today’s busy world, it’s almost guaranteed that you will call someone that is on
MSG
another call, does not answer, or is in DND. But, with the
the other person know you called.
button, you can let
When you leave a message, you can:
•
Have the called party return your call. When the party you called responds to
the message indication, a call is automatically placed to your phone.
•
Leave a message with the called party’s message center (which can be a per-
son or voice mail). When the party you called responds to the message, a call is
automatically placed to his or her message center instead of your phone.
MSG
To indicate that a message is waiting, your phone’s
display shows the number of waiting messages.
button flashes, and the
Leaving Messages
MSG
To leave a station message while on an intercom call, press
and hang up.
MSG
To leave a voice mail message while on an intercom call, press
and wait for
the message center to answer.
To leave a silent message without placing an intercom call:
3
6
7
1. Dial
.
2. Dial the desired extension number and hang up to leave a station message.
To cancel a message that you left at another phone:
3
6
6
1. Dial
.
2. Dial the extension number of the phone where you left the message.
Retrieving Messages
To retrieve a message (Message button and lamp are flashing):
MSG
Lift the handset and press
. A call is automatically placed to the phone or mes-
sage center that left the message. (See the following section for information about
entering your mailbox.)
To select the message you want to answer first:
MSG
1. With the handset in the cradle, press
repeatedly to view your waiting
messages.
#
2. When the desired message is displayed, press
or lift the handset for privacy
#
and then press
to respond.
To cancel a waiting message:
MSG
1. Press
2. Press
repeatedly to view your waiting messages.
to cancel the desired message when it is displayed.
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ACCESSING YOUR MAILBOX
If you have a message waiting in your mailbox, you must access your voice mailbox
to retrieve it.
#
TIP: Generally, pressing
during any voice mail operation will advance you to the
next step. For example, when leaving a voice mail message for another voice mail user,
#
you can press
to skip the person’s introductory message and proceed directly to the
#
recording phase. Similarly, while listening to messages, you can press
to skip the
system-generated voice prompts and proceed directly to the playback phase. You can
also press to cancel or return to the previous menu at any menu level.
When you access your mailbox, the system may play one of the following messages:
•
•
•
Mailbox almost full or full: If your mailbox is full, no new messages can be
received until you delete waiting or saved messages.
Message count: The system tells you how many messages are waiting to be
heard, if any, and how many are priority messages.
Remote Messaging: The system will indicate whether primary or alternate
Remote Messaging is selected when the Remote Messaging feature is enabled
(see page 65). It will also alert you if a programming error has been detected and/
or if it encountered busy system resources when attempting to place a Remote
Messaging call.
To access your mailbox:
1. Dial the voice mail extension number. (You hear the main menu.)
2. During or after the greeting, press
to identify yourself as a subscriber.
3. Enter your mailbox number and your personal password (if programmed). Then
#
press
.
#
NOTE: If you do not have a password, just press
. See page 47 for information
on programming passwords.
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USING VOICE MAIL MESSAGES
Once you’ve accessed your mailbox, the system will tell you how many new and
saved messages you have. You can then listen to messages, delete messages, save
messages, etc.
Listening to Messages
To listen to messages:
1. Access your mailbox as described on page 32.
1
2. EITHER, Press
to listen to your new messages.
3
OR, Press
to listen to your saved messages.
3. While you are listening to a message, you can use the following options:
#
•
•
•
•
•
•
•
•
•
Press
Press
Press
Press
Press
Press
Press
Press
Press
to skip to the end of the recording.
to back up.
to pause. Then press any button to continue.
to skip ahead.
1
2
3
4
5
6
7
9
or
to play the message envelope.
or to raise the volume.
to lower the volume.
to save the new message in your mailbox.
to delete the message from your mailbox.
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4. When the message has finished playing, you have the following options:
1
•
•
Press
to replay the message from the beginning.
2
Press
to reply to the message. If you are using version 5.1 or later soft-
ware, you have the following options (earlier versions only leave voice mail
messages):
1
— Press
to leave a voice mail message for the caller.
If the caller had a mailbox number, it will ask you to verify the destina-
#
tion by pressing
.
If the number was not associated with a mailbox, it will ask you to enter
a mailbox number.
If the message was from an outside caller, you cannot leave a voice mail
message.
2
— Press
to make a return call. Your call will be transferred automati-
cally to the caller’s extension or telephone number, if available.
If the extension number is not available, you will have the option of
leaving voice mail.
If the telephone number is not available, you cannot reply to the mes-
sage.
3
•
Press
to forward a copy of the message to another subscriber. If you want
1
#
to include an introduction, press
without additional comments.
. If not, press
to forward the message
4
•
•
Press
Press
to listen to the previous message.
5
to play the introductory message envelope (see page 47 for infor-
mation on envelope options).
6
•
•
•
Press
Press
Press
to listen to the next message.
7
9
to save the new message in your mailbox.
to delete the message from your mailbox.
5. Hang up.
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Undeleting Messages
If you accidently delete a voice mail message, you can retrieve it within a specific
time frame (programmed by your system administrator). Any retrieved messages are
then restored to your saved-message queue. Messages that are not undeleted within
the programmed time (up to 24 hours) are automatically erased.
To recover deleted messages:
1. Access your mailbox as described on page 32.
5
2. Press
3. Press
for Message Options.
to access undelete options. Your options are:
2
1
•
Press
to listen to your deleted messages and choose which ones to delete
or recover. After each message you can:
1
— Press
— Press
— Press
— Press
— Press
— Press
— Press
— Press
to replay the message.
2
3
4
5
6
7
9
to reply to the message.
to forward the message to another mailbox.
to listen to the previous message.
to play the message envelope.
to listen to the next message.
to recover the message.
to purge the message from your mailbox.
2
•
•
Press
to recover all of your deleted messages and store them as saved
messages.
3
Press
to erase all of your deleted messages.
4. Hang up.
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Sending Messages
To send a message:
1. Access your mailbox as described on page 32.
2
2. Press
.
3. Dial the desired mailbox number or group list number.
#
4. Press
to accept the subscriber’s name.
5. Record your message after the tone. While recording, you have the following
options:
2
•
•
Press
to pause while recording. Then press any button to continue.
3
Press
to erase and re-record your message.
#
6. When finished recording, hang up or press
to access the following options.
#
•
•
•
•
•
Press
Press
Press
Press
Press
to send the message and return to the voice mail options.
1
2
3
9
to replay your message.
to add to your message.
to erase and re-record your message.
to use the special delivery options. You can then use one or more
of the following options:
1
— Press
to mark the message “private.” (This prevents the recipient
from forwarding it to other subscribers.)
2
— Press
to mark the message “certified.” (When the recipient listens to
the message, you will receive a receipt notice.)
3
— Press
to mark the message “priority.” (This will place your message
ahead of all other waiting messages in the receiving mailbox.)
— Press
to cancel delivery options.
#
— Press
to deliver the message. (If you want to mark the message certi-
fied, private, and/or priority, you must do so before completing this
step.) You may choose either of the following options:
#
•
Press
and enter another mailbox number to send the message to
another destination.
•
Press to exit and return to voice mail options.
7. Hang up.
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Canceling Unheard Messages
NOTE: This feature is available only in versions 5.1 and later system software.
You can cancel unretrieved messages that you have sent to individuals, but not mes-
sages that you sent to group lists.
To cancel unheard messages:
1. Access your mailbox as described on page 32.
5
2. While listening to the voice mail main menu, press
for Message Options.
1
3. Press
.
4. When prompted, enter the number of the mailbox containing the unheard mes-
sage.
#
5. Press
to confirm the mailbox you are selecting. Voice mail will tell you how
many messages you have waiting at the mailbox and play them for you. After
each message, you can:
1
•
•
•
•
•
•
•
•
Press
Press
Press
Press
Press
Press
Press
Press
to replay the message.
2
3
4
5
6
7
9
to add to the message.
to forward the message to another mailbox.
to listen to the previous message.
to play the message envelope.
to listen to the next message.
to save the message in your mailbox.
to delete the message.
6. Hang up.
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USING DO-NOT-DISTURB MODE
If you are away from your desk, or if you do not want to be disturbed, you can use the
DND feature. This halts all pages and calls to your phone, except queue callbacks,
recalls, and direct ring-in calls. When other users call your phone, they hear a repeat-
ing signal of four fast tones and, if they have a display phone, see the DND message
you have selected.
Your telephone system can have up to 20 different DND messages, each of which can
be changed by the system administrator, installer, or programmer. Your trainer or sys-
tem administrator will give you a list of the programmed DND messages. For conve-
nience, you should update the following default list.
DEFAULT MESSAGE
NEW MESSAGE
DEFAULT MESSAGE
NEW MESSAGE
01 DO-NOT-DISTURB
11 OUT OF TOWN ’TIL
02 LEAVE A MESSAGE
03 IN MEETING UNTIL
04 IN MEETING
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
Because the system DND message only uses one line of your display, you can enter a
second line of text, up to 16 characters. For example, if you select 03 (IN MEETING
UNTIL) as your first line of text, you can enter “3:30” as your second line. Callers
with a display phone will then see, “IN MEETING UNTIL 3:30.”
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To enable DND:
DND
1. Press
.
2. EITHER, Dial the two-digit number corresponding to the message you want to
use.
OR, Press the
the messages.
(high) or
(low) end of the Volume button to scroll through
3. If desired, customize the second display line by dialing the desired numbers or
letters as described below:
•
Remain in numeric mode (Message button and lamp unlit): Press the dialpad
#
buttons to dial the desired numbers. Press
for a hyphen (-),
for a colon
FWD
MUTE
(:),
to leave a space, or
to backspace.
MSG
•
Change to alphanumeric mode (Message button and lamp lit): Press
and then press the dialpad buttons to enter the desired characters. (Note that
letters correspond to the letters printed on the buttons.) The number of times
a button is pressed determines which character is entered. For example,
33377744432999 enters “FRIDAY.” When adjoining characters are located
FWD
under the same button, press
once to advance to the next character.
6632999 enters “MONDAY.” Press
FWD
FWD
For example, 6
666
FWD
MUTE
twice to leave a space or press
if you need to backspace.
4. Press or lift and replace the handset.
To cancel DND mode:
DND
Press
.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
ENGLISH CHARACTERS
JAPANESE CHARACTERS**
1
2
3
4
5
-
&
B
E
H
K
(
C
F
I
)
'
1
2
3
4
5
A
I
U
E
O
a
i
A
D
G
J
KA
SA
TA
NA
KI
KU
SU
TSU
NU
KE
SE
TE
NE
KO
SO
TO
NO
!
*
SHI
CHI
NI
u
e
o
L
# or /*
6
M
N
O
6
HA
HI
FU
HE
HO
tsu
Ñ or #*
7
8
9
0
P
T
Q
U
X
:
R
V
Y
.
S
?
Z
,
7
8
9
0
MA
YA
MI
YU
RI
MU
YO
RU
N
ME
.
MO
,
ya
yu
W
@
RA
WA
RE
pa
RO
ba
yo
WO
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.
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USING REMINDER MESSAGES
Never be late for a meeting again! With Reminder Messages, you can program your
phone, up to 24 hours in advance, to alert you at a specified time. At the programmed
time, the reminder message signals you with eight short tones, and your display
shows the message. If you are on a call, you still hear the tones, and the message dis-
plays for ten seconds. Then the display returns after you hang up. (Reminder displays
interrupt, but do not affect, programming.)
Your phone system can have up to 20 different reminder messages, each of which can
be changed by the system administrator, installer, or programmer. Your trainer or sys-
tem administrator will give you a list of reminder messages for your system. For con-
venience, you should update the following default list.
DEFAULT MESSAGE
01 MEETING
NEW MESSAGE
DEFAULT MESSAGE
NEW MESSAGE
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
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To request a reminder message:
3
0
5
1. With the handset in the cradle, dial
.
2. EITHER, Dial the desired two-digit number for the message that you want.
OR, Press
or
to scroll through the messages.
#
3. While the desired message is displayed, press
.
4. Enter the time you wish to receive the message in hours and minutes. For exam-
#
ple, 0900 = 9:00. If you dial three digits, such as 900 for 9:00, press
.
NOTE: If your system is set for 24-hour format, you must enter the time appropri-
ately (e.g., 1400 = 2:00PM).
1
2
If your system is set for 12-hour display format, press
for AM or
for PM.
To cancel all reminder message requests before they signal you:
3
0
6
With the handset in the cradle, dial
To clear a received reminder message:
With the handset in the cradle, press
.
.
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Moving On
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Voice Mail Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Using Record-A-Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Programming Your Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Screening Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Using the Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Phone Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Voice Mail Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Programming Remote Feature Access. . . . . . . . . . . . . . . . . . . . . . . . . 65
Remote Access Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Remote Feature Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Working in Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Hunt Group Calls Enabled/Disabled. . . . . . . . . . . . . . . . . . . . . . . . . .68
ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
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43
INTRODUCTION
Now that you’ve mastered the basics, it’s time to move on to the advanced features. In
this section, you’ll learn how to program your phone, use directories, access your
voice mailbox remotely, and perform various other functions.
SETTING PREFERENCES
Your phone and voice mailbox are automatically set to specific defaults. You can,
however, configure many of these settings at any time.
Phone Configuration
Customizable features on your phone include changing volume levels, enabling back-
ground music, selecting a ring tone, and others.
Changing Volume Levels
The telephone system has eight volume settings: handset intercom, handset outside
call, speakerphone intercom, speakerphone outside call, background music, ringing,
handset intercom dial tone, and speakerphone intercom dial tone.
NOTE: To change each of these levels, you must be using that feature. For example, if
you want to change the speakerphone level for an intercom call, you must be on a
handsfree intercom call.
To change a volume level:
Press
(the high end of the Volume button) to increase the volume. Press
(the
low end of the Volume button) to decrease the volume.
To save your change:
EITHER, Press both ends of the Volume button.
OR, Press the middle of the Volume button.
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Selecting a Ring Tone
The ability to change your ring tone is helpful in close-quartered environments. If
your ring tone is unique, you can quickly identify when a call is ringing on your
phone.
To select the type of ring tone for your phone:
3
9
8
1. With the handset in the cradle, dial
.
2. Do one of the following to select your ring tone:
0
EITHER, Press
for no ringing.
OR, Press or
to scroll to the desired tone.
OR, Dial 1-9 to select a specific tone.
#
3. When you hear the tone you want, press
or , or lift and replace the handset.
Enabling Background Music
If your telephone system is equipped with a music source, you can listen to music
through your speaker.
To enable or disable background music:
3
1
3
Dial
.
Changing Keymaps
Keymaps identify where feature buttons appear on your phone. While all phones are
programmed with a standard keymap, some phones have alternate keymaps (ask your
system administrator). If you have an alternate keymap, you can switch between the
keymaps by dialing a specific feature code.
To switch between keymaps when your phone is idle:
3
9
9
With the handset in the cradle, dial
.
To switch between keymaps during a call:
3
9
9
Press
and dial
.
Enabling Automatic Call Answer
The Automatic Call Answer feature determines whether or not you are automatically
connected to a caller when you lift the handset (or press ). If this feature is enabled,
you are automatically connected when you go off-hook. If it is disabled, you must
first lift the handset (or press ) and then press the flashing button.
To enable/disable this feature for ringing outside calls:
3
6
0
With the handset in the cradle, dial
.
To enable/disable this feature for ringing (non-handsfree) intercom calls:
3
6
1
With the handset in the cradle, dial
.
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Changing the Language
When your phone system is installed, the system administrator can choose two of four
different languages (American English, British English, Japanese, or Spanish) as the
primary and secondary languages. You can then change the display and voice mail
prompts on your phone by toggling between the primary and secondary languages.
For example, if the system’s primary language is American English, and your phone
is programmed for the primary language, all displays appear in American English,
and your voice mail prompts are played in American English (unless changed, as out-
lined below). If the secondary language is Japanese, and your phone is programmed
for the secondary language, all displays appear in Japanese (Katakana) characters, and
your voice mail prompts are played in Japanese.
NOTE: You can only use the secondary language voice mail prompts if they are
loaded on the system. By default, all phones are set for the primary language. See your
system administrator to determine which languages are programmed for your phone
system.
You can also program messages using English/Spanish or Japanese characters, or a
combination of both (see page 63 for a list of characters). In displayed lists, such as
directories, the English/Spanish characters are alphabetized before the Japanese char-
acters.
To change the assigned language for your phone:
3
0
1
Dial
to change between your system’s primary and secondary languages,
as desired. Your display shows the current language.
Returning to Default Operation
You can return your phone to default levels at any time. This feature returns volumes
to default levels; cancels DND, manual call forwarding, background music, and queue
requests; and restores handsfree mode, pages, hunt group calls, and system forward-
ing all at once.
To return your phone to default:
3
9
4
Dial
.
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Voice Mail Options
functions. However, before you change your voice mail options, you must first initial-
ize your mailbox (see page 13).
Changing Your Mailbox Password
Your password prevents unauthorized access to your mailbox.
To change your password:
1. Access your mailbox as described on page 32.
4
2. Press
3. Press
to select the Personal Options Menu.
.
3
4. If you want to have a password, enter a new password, using up to 12 digits.
If you do not want to use a password, skip this step.
#
5. Press . Voice mail plays back your password if you entered one.
#
3
6. Press
to accept the password as entered or press
to erase and re-enter your
password.
7. Hang up.
Changing the Voice Mail Message Envelope
When you receive a voice mail message, the voice mail system plays an “envelope”
that can include the time and date the message was left, the source of the message,
and/or the message length. By default, the envelope contains all of this information,
but you can change your envelope, as described below.
To change your message envelope:
1. Access your mailbox as described on page 32.
4
2. Press
to select the Personal Options Menu.
4
3. Press
to select the Message Envelope Options Menu. You can then do any of
the following:
1
•
•
•
•
•
Press
Press
Press
Press
to enable or disable the time/date option.
to enable or disable the message source option.
to enable or disable the message length option.
to enable all options and return to the Personal Options Menu.
to disable the entire envelope and return to the Personal Options
2
3
4
5
Press
Menu.
#
•
Press
or
to return to the Personal Options Menu.
4. Hang up.
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Changing the Call Screening Transfer Method
NOTE: The Call Screening feature is available only if it is enabled for your mailbox
(ask your system administrator).
Depending on the transfer method you select, transferred calls from voice mail may
•
“Announce Only” Calls: Before voice mail transfers a call to you, a prompt asks
from (caller’s name).”
•
“Screened” Calls: Before voice mail transfers a call to you, a prompt asks the
caller to record his or her name. When you answer, you hear, “You have a call
from (caller’s name).” You can choose whether or not to accept the call (see
page 62).
To change your transfer method (if allowed):
1. Access your mailbox as described on page 32.
4
2. Press
to select the Personal Options Menu.
9
3. Press
for More Options. (If using version 5.0 or earlier software, skip this
step.)
5
4. Press
. The system tells you what your current transfer method is. You can
then select the desired transfer method, as follows:
1
•
•
•
•
Press
Press
Press
Press
to select unannounced transfers.
2
3
to select screened transfers.
to select announce only transfers.
to return to the Personal Options Menu without making changes.
5. Hang up.
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Programming a Fax Destination
NOTE: This feature is available only in software versions 5.1 and later.
With the Inter-Tel Voice Processor, callers can use your mailbox to send you a fax. To
use this feature, you must specify the destination fax number.
To change your Fax Destination Number:
1. Access your mailbox as described on page 32.
4
2. Press
3. Press
4. Press
to select the Personal Options Menu.
for More Options.
.
9
1
#
5. Enter the number of your fax destination, followed by
.
#
6. EITHER, Press
to accept the number.
3
OR, Press
to erase and re-enter the number.
7. Hang up.
Changing the Message Search Order
NOTE: This feature is available only in software versions 5.2 and later.
When more than one message is left in your voice mailbox, you can change the order
in which you retrieve your messages, based on the date and time they were received.
To change the listening order of your messages:
1. Access your mailbox as described on page 32.
4
2. Press
3. Press
4. Press
5. Press
to select the Personal Options Menu.
for more options.
for the Message Search Order.
9
2
1
2
to change the search order for new messages or press
to change the
search order for saved messages. You have the following options:
1
•
•
•
Press
Press
Press
to retrieve the earliest-received messages first (First In/First Out).
to retrieve the latest-received messages first (Last In/First Out).
to return to the Personal Options Menu without making changes.
2
6. Hang up.
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Programming Remote Messaging
NOTE: Your installer or system administrator must enable this feature on your voice
mailbox.
With Remote Messaging, you can program the Voice Processor (voice mail) to call
you when your mailbox receives new messages. Using a “cascade” (a series of up to
nine telephone numbers), voice mail will call each number until it successfully con-
nects to a device (e.g., pager, answering machine, etc.).
Because your mailbox can have a primary and an alternate cascade of numbers, you
can program a cascade to be used during specific days and times. For example, if you
want to be paged when you receive a message from 5-10 PM on weekdays, you can
set up a primary cascade. If you also want to receive pages for messages marked “pri-
ority” on the weekends, you could set your alternate cascade for all day on Saturdays
and Sundays.
NOTE: If for some reason voice mail is not able to use your remote notification, your
mailbox will receive a message stating that notification could not be completed.
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To set up remote messaging:
1. Access your mailbox as described on page 32.
2. Press
4
to select the Personal Options Menu. (If using version 5.0 or earlier
software, skip this step.)
5
3. Press
.
NOTE: This option is not available if you do not have Remote Messaging enabled.
1
2
4. Press
5. Do one of the following.
• To program a cascade level: Press
to set up a primary cascade or press
to set up an alternate cascade.
1
and enter the number of the level you
wish to program (1-9). You then have the following options:
2
— To set up or change an extension or telephone number: Press
. Then
1
2
press
for an extension number or press
for an outside number.
Then enter the number.
3
— To set up or change a pager number: Press . Then enter the number.
1
— To enable or disable the cascade level: Press . (You cannot enable the
level until a notification number is programmed.)
2
•
To set up time of day for notification: Press
. Then enter the time you
want the message notification to start and stop. Enter the times with two dig-
its for the hour and two digits for the minutes (e.g., 0915 = 9:15). If entering
1
2
the time in 12-hour format, you are prompted to press
PM.
for AM or
for
NOTE: For 24-hour notification, program the starting and ending times to be
the same.
3
•
•
To set up the days of the week for notification: Press
of the following:
. Then select one
1
— Press
— Press
— Press
for Monday-Friday.
for all days.
2
3
to select individual days. You are prompted to press digits 1-7
which correspond to the days Sunday through Saturday.
4
To select all or priority-only message notification: Press
. Then press
1
2
for all messages or
for priority messages only.
#
6. Either select another option, as described above, or press
to save the settings
and exit.
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SPEED DIALING
Speed dialing allows you (and your system administrator) to store and access fre-
quently dialed numbers. Each number is stored in your phone (Station Speed Dial) or
in the phone system (System Speed Dial) and is identified by a location number. Once
programmed, you can quickly dial these numbers by entering a feature code and dial-
ing the desired location number. Because the system supports both Station and System
Speed-Dial numbers, you can have access to over 1000 stored numbers.
Station Speed Dial
You can program and use up to ten personal speed-dial numbers on your phone. In
addition, if you have programmable feature buttons, you can program them as speed-
dial buttons for one-touch dialing. To use a speed-dial button, you must:
•
•
•
Store the number in a speed-dial location.
Program an available feature button as a speed-dial button.
Associate a speed-dial location with the new speed-dial button.
NOTE: You can use the Speed-Dial feature even if your phone does not have pro-
grammable feature buttons.
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Storing Station Speed-Dial Numbers
To store a speed-dial number, use the Station Speed-Dial Programming feature code
to program the number in a speed-dial location. Use the following table to list the
numbers that you store in speed-dial locations 0-9.
0 _______________________ 5 _______________________
1 _______________________ 6 _______________________
2 _______________________ 7 _______________________
3 _______________________ 8 _______________________
4 _______________________ 9 _______________________
To store a number in a Speed-Dial location:
3
8
3
1. With the handset in the cradle, dial
.
2. Dial the speed-dial location (0-9) you want to program.
3. Enter the desired name for the speed-dial number, as described below:
•
Alphanumeric mode (Message button and lamp lit): Press the dialpad buttons
to enter the desired characters. (Refer to the chart on page 63.) The number
of times a button is pressed determines which character is entered. For exam-
ple, 533266 would enter “JEAN.” When adjoining characters are located
FWD
under the same button, press
once to advance to the next character.
FWD
For example, 66
6667776 would enter “NORM.” (Note that letters
FWD
correspond to the letters printed on dialpad buttons 2-9.) Press
twice
MUTE
to leave a space. Press
if you need to backspace.
#
•
Press
to save the name.
4. Dial the extension number or telephone number to be stored, as described below:
•
Numeric mode (Message button and lamp unlit): Press the dialpad buttons to
#
dial the desired numbers. Press
for a hyphen (-),
to backspace.
for a colon (:),
FWD
MUTE
to leave a space, or
If your number includes an asterisk, pound, a hookflash (a quick hang up
and release), or a pause, press once for an asterisk, twice for a pound,
three times for a hookflash, or four times for a pause. (Each pause or hook-
flash counts as one digit.) You can enter more than one special character in a
FWD
row by pressing
between the characters.
#
•
Press
to save the number.
TIP: To dial outside telephone numbers without first selecting an outgoing line,
enter the Outgoing access code (default is
) before the outside telephone num-
8
ber.
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Programming Station Speed-Dial Numbers
If your phone has programmable buttons, you can program one or more as speed-dial
buttons. After the button is programmed, you must select a speed-dial location to
associate with the button.
NOTE: Before you program a speed-dial button, you need to store a number in a
speed-dial location (see the previous instructions).
To program a speed-dial button:
7
3
9
1. With the handset in the cradle, dial
.
2. Press the feature button you want to program as a speed-dial button.
3
2
8
3. Dial
.
4. Dial the speed-dial location (0-9) that contains the number you want to associate
with the button.
To view how your Station Speed-Dial buttons are programmed:
3
9
6
1. With the handset in the cradle, dial
.
2. Press the desired Station Speed-Dial button. The name or number is displayed.
#
3. Press
to exit.
To erase a Station Speed-Dial name and/or number:
3
8
3
1. With the handset in the cradle, dial
.
2. Dial the desired location code (0-9) or press the desired Station Speed-Dial but-
ton.
MUTE
3. Press
4. Press
5. Press
6. Press
repeatedly until the name is erased.
repeatedly until the number is erased.
#
to continue.
MUTE
#
to exit.
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Dialing Station Speed-Dial Numbers
To dial a Station Speed-Dial number:
If necessary, select an outgoing line. You have the following options:
3
2
8
STN SPDL
•
To use a location number: Press
desired Station Speed-Dial location number (0-9).
To use a Station Speed-Dial button: Press the desired Station Speed-Dial button.
or dial
and then enter the
•
System Speed Dial
Your system administrator can store up to 1000 speed-dial numbers in System Speed-
Dial locations 000-999.
To view and/or dial System Speed-Dial numbers:
3
8
1
SYS SPDL
1. Press
or dial
.
2. Dial the location code (000-999) for the desired number.
#
3. Press
to dial the number.
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USING RECORD-A-CALL
If your telephone system is equipped with a Voice Processor (voice mail), you may
have access to the Record-A-Call feature. If so, you can record an ongoing call as a
mailbox message. You can then retrieve the message, just as you would any other
mailbox message.
To use the Record-A-Call feature while on a call:
3
5
8
1. Press
and dial
.
2. If required, dial the desired mailbox number. (Your phone may be programmed to
select the mailbox, or you may be required to dial it.)
You hear a confirmation tone when the Record-A-Call feature is activated.
To turn off Record-A-Call:
3
8
5
EITHER, Press
OR, Hang up.
and dial
.
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PAGING
The Paging feature allows you to make an announcement through phone speakers or
external speakers (if your system is equipped with external paging equipment). To
prevent announcements from transmitting through every phone in the system, this fea-
ture uses page zones. Each zone contains a different combination of extensions and
external paging equipment, and is programmed by your system administrator. Ask
your trainer or system administrator how the zones are programmed, and list them
below for your convenience.
0 _______________________ 5 _______________________
1 _______________________ 6 _______________________
2 _______________________ 7 _______________________
3 _______________________ 8 _______________________
4 _______________________ 9 _______________________
PAGE
NOTE: The Model 8520 Phone has a
button, which is programmed to a spe-
cific page zone. If you do not know which page zone is programmed for this button, ask
your system administrator.
Enabling Paging
You can enable or disable page receiving for your phone by using the Page Remove/
Replace feature code. If your phone is assigned to more than one page zone, all zones
are removed or replaced at once (you cannot turn off individual zones).
To turn paging on and off for your phone:
3
2
5
Dial
.
Making Pages
To make pages:
PAGE
1. Press
or dial 7 .
2. Dial the desired zone number (0-9).
3. After the tone, make your announcement and hang up.
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PERFORMING A “HOOKFLASH” DURING A CALL
Certain telephone service companies may require a timed hookflash (a quick hang up
and release).
To generate a hookflash while using a line:
3
3
0
Press
and dial
.
PROGRAMMING YOUR FEATURE BUTTONS
Depending on how your system is programmed, some of your feature buttons may be
“user-programmable.” If so, you can program them with any of the feature codes
listed in the back of this user guide. The buttons on the Mini-DSS can also be pro-
grammed as feature buttons. In addition, you can combine the feature button and Sta-
tion Speed-Dial functions to program a feature button to dial an outside number.
gramming Secondary Extension Buttons on page 59).
To program a user-programmable feature button:
3
9
7
1. With the handset in the cradle, dial
.
2. Press the feature button you want to program.
3. Dial the feature code or extension number you want to store under that button.
(Refer to page 75 for default feature codes.)
To return all feature buttons to their original default values:
3
9
5
With the handset in the cradle, dial
.
To display the current feature button values:
3
9
6
1. With the handset in the cradle, dial
.
2. Press the feature button(s) you want displayed.
3. Press to exit.
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PROGRAMMING DIRECT STATION SELECTION BUTTONS
A button programmed as a Direct Station Selection/Busy Lamp Field (DSS/BLF) but-
ton provides a way to dial the associated extension with one touch. In addition, if the
button is equipped with a lamp, you can visually monitor the status of the associated
extension.
To assign an extension to a DSS/BLF button:
3
9
7
1. With the handset in the cradle, dial
.
2. 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 pro-
grammed for by pressing the button once.
•
You can transfer a call to the extension that the DSS button is programmed for by
pressing the button once and hanging up. (For transferred calls that are forwarded
to voice mail you will hear repeating double tones, and the display will show
DEST FORWARDED TO VOICE MAIL.)
•
You can visually monitor the status of the extension. The DSS/BLF lamps indi-
cate the status of the extension or feature assigned to the button. These indica-
tions are shown in the table below.
If the lamp is...
Then...
Solidly lit
The associated extension is busy, or the associated feature is enabled.
The extension is in Do-Not-Disturb.
Flashing slowly
Flashing rapidly
The extension has a call ringing in.
Fluttering continuously The extension is causing a STATION OFF-HOOK system alarm.
NOTE: For the DSS buttons to work as described above, your system administrator
must define them as user-programmable in Database Programming.
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PROGRAMMING SECONDARY EXTENSION BUTTONS
With the Secondary Extension Appearances feature, you can program various buttons
on your phone (and on the Mini-DSS) to indicate the call activity at a different exten-
sion (primary phone). In addition to being able to see when a call is ringing,
answered, or on hold, you can use your secondary extension button to answer a call
that is ringing at the primary phone. Your phone may also be programmed to ring
automatically when a given number of calls are waiting at the primary phone (ask
your system administrator).
There are two possible types of secondary extension buttons: programmable and non-
programmable. If you have a non-programmable secondary extension button, only the
system administrator can change the associated extension. If you have a programma-
ble button, you can change the extension, as described below.
NOTE: You can only assign the extension for a secondary extension button. You can-
not create or change the secondary extension button (e.g., make it a feature button).
To display the current secondary extension button assignment(s):
3
9
6
1. With the handset in the cradle, dial
.
2. Press the secondary extension button(s) you want displayed.
To assign a primary phone to a secondary extension button (if enabled):
3
9
7
1. With the handset in the cradle, dial
.
2. Press the secondary extension button and dial the desired extension number.
Once programmed, you can use your secondary extension button as follows:
•
You can press your flashing secondary extension button to answer a call that is
ringing or holding on any button at the primary phone.
CALL
•
You can press your unlit secondary extension button to place an intercom call to
the primary phone.
NOTE: If the secondary button is flashing (i.e., a call is ringing at the primary phone),
#
you can press
before pressing the flashing button to place an intercom call to the
primary phone without answering the call. Or, you can just dial the primary phone’s
extension number.
To transfer a call back to the extension after you have answered it on your phone:
•
To transfer to hold: Press the secondary extension button, announce the call (if
desired), and then hang up.
TRANSFER
•
To transfer to ring: Press
and then the secondary extension button.
You can announce the call, if desired, before hanging up to complete the transfer.
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USING ACCOUNT CODES
If your telephone system is programmed to use the Station Message Detail Recording
(SMDR) feature, you might be required to enter account codes when you place a call.
These codes add information to phone record reports that the system will periodically
print.
There are three types of account codes:
•
Standard account codes are automatically entered into the SMDR report when-
ever you place a call.
•
•
Forced account codes must be dialed before you can place an outside call.
Optional account codes can be entered at any time during a call.
NOTE: Your system administrator can tell you which types of account codes are used
on your telephone system.
To enter an optional account code:
3
9
0
1. Press
and dial
.
2. Enter the optional account code. If the account code is not immediately accepted,
#
press
.
To set an account code for all calls placed from your phone:
3
9
1
Dial
and then the account code. If the account code is not immediately
#
accepted, press
is disabled.
. This code will be used for all calls made from your phone until it
To disable the code:
3
9
1
#
Dial
and press
.
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SCREENING CALLS
NOTE: This feature is available only if your telephone system is equipped with a Voice
Processor (voice mail).
If your voice mailbox is programmed correctly, you can screen calls that are trans-
ferred from voice mail. This allows you to accept and/or refuse specific calls.
Depending on the transfer method you use, calls from voice mail may be unan-
nounced, announce only, or screened calls (see page 48 for details).
If your voice mailbox is programmed for screened calls, you have the following
options when you receive a transfer:
#
•
•
•
•
Press
Press
Press
Press
to accept the call.
1
2
to replay the announcement.
to send the call to voice mail.
3
and then enter the extension number to forward the call to another
extension.
•
Press to refuse the call.
USING THE DIRECTORIES
With directories, you can use your phone’s dialpad to find names and numbers. You
can then use the directory information to make calls, access features, or leave voice
mail messages.
Phone Directory
The phone directory contains a list of the extension numbers, System Speed-Dial
numbers, feature codes, and their associated names. To search for an item, you can
enter the full or partial name. The system will then find the closest match. Once the
correct match is displayed on your phone, you can dial the number or press a button to
access that extension or feature.
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To perform a directory search using your dialpad buttons:
3
0
7
1. With the handset in the cradle, press
.
1
2
3
2. Press
for the intercom directory,
for the outside directory, or
for the
feature directory.
3. Enter letters or numbers (up to 10 characters) as described below:
•
Remain in alphanumeric mode (Message button and lamp lit): Press the dial-
pad buttons to enter the desired characters. (Note that letters correspond to
the letters printed on dialpad buttons 2-9.) The number of times a button is
pressed determines which character is entered. For example, 77776444844
would enter “SMITH.” When adjoining characters are located under the
FWD
same button, press
once to advance to the next character. For exam-
FWD
FWD
ple, 5666
66337777 would enter “JONES.” Press
once to
MUTE
advance and twice to leave a space or press
to backspace.
•
Change to numeric mode (Message button and lamp unlit): Press the dialpad
MUTE
buttons to enter an extension number. Press
to backspace.
#
4. Press
to begin the search. If desired, you can use the high/low end of the Vol-
ume button to move alphabetically through the directory.
To dial a number or feature code while it is displayed:
#
Press
.
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
6
7
8
9
10
11
ENGLISH CHARACTERS
JAPANESE CHARACTERS**
1
2
3
4
5
6
7
8
9
0
-
A
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
1
2
3
4
5
6
7
8
9
0
A
I
U
KU
SU
TSU
NU
FU
MU
YO
RU
N
E
O
KO
SO
TO
NO
HO
MO
,
a
i
'
KA
SA
TA
KI
KE
SE
TE
NE
HE
ME
.
D
G
J
!
*
SHI
CHI
NI
u
e
L
O
R
V
Y
.
#or /
NA
HA
MA
YA
RA
WA
o
*
*
M
P
N or #
HI
tsu
ya
yu
yo
long
S
?
Z
,
MI
T
YU
RI
W
@
RE
pa
RO
ba
WO
*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.
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Voice Mail Directory
Whenever voice mail asks you to enter a mailbox number, you can use the mailbox
and extension number directories. You can also use these directories to leave a voice
message with another user. The system finds the closest matching directory name
based on your entry.
To perform a directory search using your dialpad buttons:
When prompted, press the buttons to enter the name. The number of times a button is
pressed determines which character is entered, as shown below. When adjoining char-
FWD
acters are under the same button, press
to advance to the next character. For
FWD
example, 5666
66337777 enters “JONES.”
NUMBER OF TIMES BUTTON IS PRESSED
BUTTON
1
2
3
4
5
1
2
3
4
5
6
7
8
9
0
-
A
&
B
E
H
K
N
Q
U
X
:
(
C
F
I
)
1
2
3
4
5
6
7
8
9
0
'
D
G
J
!
*
L
O
R
V
Y
.
# or /
*
*
M
P
Ñ or #
S
?
Z
,
T
W
@
*The character available depends on the software version.
To use the directory to leave a voice mail message:
1. Dial the voice mail extension number.
#
2. Press
for Directory Services.
#
3. Enter the desired name, as described above, and press
. The selected name is
played.
4. Do one of the following:
#
•
•
•
•
•
•
Press
Press
Press
Press
Press
Press
to accept the name.
1
2
3
4
5
to hear the previous name in the directory.
to hear additional information for the selected name (if allowed).
to hear the next name in the directory.
and spell a new name to search for a different name.
to switch the first/last name sort order.
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PROGRAMMING REMOTE FEATURE ACCESS
If you are away from your desk and forgot to put your phone in DND, don’t worry.
With the Remote Feature Access, you can place your phone in DND or forward calls
from any other phone on the system. And, if you have a special dial-up line, you can
access your phone features from an outside line.
NOTE: For your convenience, a pocket-sized guide of the Remote Feature Access is
located in the front of this guide.
Remote Access Password
Before you use Remote Feature Access, you should program a password, as described
below.
To change the password from your phone:
3
9
2
1. Dial
.
#
2. Enter your current password, followed by
.
NOTE: Your extension number is your password at default.
#
3. Enter the new password followed by
. You hear a confirmation tone.
#
4. Enter the new password again for verification followed by
. You hear a confir-
mation tone.
To change the station password using remote programming, see the next page.
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Remote Feature Access
To access your phone from another phone:
1. EITHER, Call your Direct Inward System Access number (provided by your sys-
tem administrator). If required, enter your password.
OR, Use any phone on the system.
3
5
9
2. Enter
.
3. Enter your extension number.
#
4. Enter your password followed by
. You can now use any of the following fea-
tures.
To change the station password using Remote Programming:
3
9
2
a. Enter
.
#
b. Enter the new password, followed by
.
#
c. Enter the new password again for verification, followed by
.
To turn on DND:
3
7
0
a. Enter
.
b. Enter the message number (01-20) and enter the optional second-line message
text.
3
7
1
To turn off DND: Enter
To turn on Call Forward:
a. Enter one of the following Call Forward feature codes.
.
3
3
3
3
5
5
5
5
5
6
7
8
All Calls.......................
If No Answer ................
If Busy.........................
If No Answer or Busy .....
b. Enter an extension number or enter an outside line access code followed by a
telephone number.
3
5
5
To turn off Call Forward: Enter
5. Hang up.
.
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REQUESTING AGENT HELP
Your telephone system may be programmed to support the Agent Help feature, which
allows you to request help from a designated “Agent Help Extension” (usually your
supervisor) during a call. When your request call rings at the Agent Help Extension,
the supervisor can choose to join the call or reject the request.
If the Agent Help Extension is a digital phone, the phone’s microphone is automati-
MUTE
cally muted so that the supervisor cannot be heard unless he or she presses
. If
the Agent Help Extension is a single-line phone, however, the supervisor can be
heard as soon as the conference is established. In either case, the supervisor can hear
all other parties on the call.
To use the Agent Help feature while on a call:
3
7
5
1. Press
and dial
. If you hear repeating tones, the Agent Help feature
is not available at your phone, you already have four parties in your call, not
enough system circuits are currently available, or the Agent Help Extension is in
DND.
2. Dial the Agent Help Extension number, if required. (Your phone may be pro-
grammed to automatically dial the number, or you may be required to dial it.)
If the Agent Help Extension accepts the call, you hear the Agent Help tone, if it is
enabled, and the supervisor can monitor or join your call.
If the Agent Help Extension rejects the call, you hear a confirmation tone, and the
display shows AGENT HELP REJECTED.
To respond to an Agent Help request:
When you receive an Agent Help request, your display shows <name> REQUESTS
HELP. You can do one of the following:
•
To accept the call: Answer as usual. Your microphone is muted and you cannot
MUTE
be heard by either party unless you press
.
3
7
6
•
To reject the call: Dial
.
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WORKING IN HUNT GROUPS
Your system may be programmed with “hunt groups.” Hunt groups are groups of
phones that share a common extension number in addition to having individual exten-
sion numbers. This allows someone to call anyone in the group (using the common
extension) or a specific member (using the individual extension). The members of
these groups and the common extension(s) are programmed by your system adminis-
trator.
Hunt Group Calls Enabled/Disabled
If you are a member of a hunt group, you can enable or halt hunt group calls to your
extension.
To turn on or off hunt group calls:
3
2
4
Dial
.
ACD Hunt Groups
Some hunt groups use a special feature called Automatic Call Distribution (ACD) that
distributes the hunt group calls equally among the available members. These hunt
group members are referred to as “agents,” who log in to the ACD hunt group to
receive calls and log out to halt ACD hunt group calls.
Distributing Calls
Calls are distributed through an ACD hunt group based on Agent IDs or extensions,
as described below.
•
Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent
is assigned an Agent ID number to enter during the login procedure (described on
the next page). The hunt group calls are routed to logged-in agents, according to
their Agent ID number instead of their extension number. Because the Agent ID
is not associated with any extension, the agent can use any phone in the system to
log in.
•
Members: If the hunt group is not programmed to use Agent IDs, it will have a
pre-programmed list of phones and will send calls to the phones where agents are
logged in.
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Logging In and Out of ACD Hunt Groups
Agents can log in to and out of the ACD hunt group at any time. While logged in, the
agent receives calls through the ACD hunt group. When the agent is logged out, calls
to that ACD hunt group bypass the agent.
To log in to all of your ACD hunt groups at once using the ACD Agent Login/
Logout feature code:
3
2
8
With or without the handset lifted, dial
and enter your Agent ID, if neces-
sary. The display shows AGENT LOGGED IN TO ALL ACDS, and you hear a con-
firmation tone.
NOTE: This feature code acts as a toggle. If you were already logged in, the display
shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone.
To log in to one or more hunt groups using the ACD Agent Login feature code:
3
2
6
1. With or without the handset lifted, dial
. The display shows AGENT
LOGIN ACD NUMBER.
2. EITHER, Enter the desired ACD hunt group number.
#
OR, Press
to log in to all of your ACD hunt groups at once. The display shows
AGENT LOGIN AGENT ID.
NOTE: If you entered an invalid hunt group number, the display shows NOT AN
ACD HUNT GROUP, and you hear repeating tones.
3. Do one of the following:
•
To log into one or more ACD hunt groups using Agent IDs: Enter your
Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You
are logged into the ACD hunt group using Agent IDs.
NOTE: If another Agent ID is already logged in at this phone, you hear
repeating tones, and the display shows DIFFERENT AGENT ID ALREADY
USED. You must have the other agent log out before you can use that phone.
•
To log into one or more ACD hunt groups that do not use Agent IDs:
#
Press . The display shows AGENT LOGGED INTO ALL ACDS. You are
logged into the ACD hunt group that does 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 repeating tones. Start over.
4. Hang up if off-hook. Repeat this procedure to log into additional ACD groups, if
necessary.
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When you log in to a group, you may be automatically connected to a call after you
hear a short ring burst. If the ACD Agent ID Automatic Connect option is enabled for
your hunt group and you are using a headset, you will be automatically connected. If
this option is not enabled for your hunt group, the call will ring until you answer it or
until it times out to another extension.
NOTE: Even if the ACD Agent ID Automatic Connect option is enabled, the first call
you receive (after you log in or remove your phone from DND while logged in) will ring
until you answer it. You will, however, be automatically connected to subsequent calls.
To log out of one or more ACD hunt group:
3
2
8
1. EITHER, Dial
to log out of all of your ACD hunt groups at once. The
display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confir-
mation tone.
3
2
7
OR, With or without the handset lifted, dial
. One of the following dis-
plays will appear:
•
If you were logged in to only one hunt group, the display shows AGENT
LOGGED OUT OF <hunt group>. The procedure is complete.
•
If you were logged in to more than one hunt group, the display shows
AGENT LOGOUT ACD NUMBER. Dial the extension number of the
desired ACD hunt group.
•
If you were not logged in to any hunt group, the display shows NOT
LOGGED INTO ANY ACD GROUP.
2. Hang up if off-hook.
Ending an ACD Hunt Group Call
Each time you end an ACD hunt group call, a wrap-up timer is started. Until this
timer expires, you will not receive another call through any ACD hunt group. You
can, however, end the wrap-up session before this timer expires, as described below.
To terminate the ACD Agent wrap-up period before the timer expires:
3
2
9
With the handset in the cradle, dial
.
NOTE: If you were not logged in to an ACD hunt group, the display shows CANNOT
ACCESS RESERVED FEATURE.
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SECTION CONTENTS
PAGE
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
What the Administrators Can Do for You . . . . . . . . . . . . . . . . . . . . . . . 72
Frequently Asked Questions (FAQs). . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
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INTRODUCTION
If you want to know more about your phone and voice mail system, this is the section
for you. With additional information and an FAQ, you should be able to find answers
to most of your questions.
WHAT THE ADMINISTRATORS CAN DO FOR YOU
The administrators are the people to whom you should turn if you have any problems
with your phone and/or voice mail. They have access to advanced programming fea-
tures and can reset certain settings associated with your phone.
The types of administrators that can help you with your phone/voice mail are as fol-
lows:
•
System Administrator: Performs certain telephone system functions, including:
— Setting the date and time
— Programming System Speed-Dial numbers
— Making database changes, such as programming usernames, toll restriction,
DND messages, and extension numbers
•
Voice Mail Administrator: Performs tasks associated with the voice mail sys-
tem, including:
— Recording a broadcast message that is sent to all mailboxes at once
— Performing mailbox maintenance (such as changing your password)
— Customizing voice mail prompts
NOTE: Because the telephone system is very flexible and programmable, the proce-
dures for using the features might vary slightly from the descriptions in this guide. If so,
your trainer or system administrator can tell you how your system differs and how to
use the features.
If you are a system administrator or if you need additional information not available
in this guide, refer to the Administrator’s Guide (part number 550.8001).
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FREQUENTLY ASKED QUESTIONS (FAQS)
This section includes some of the most frequently asked questions. If you have prob-
lems with your phone or voice mailbox, refer to this section before you contact your
system administrator or your local Inter-Tel dealer.
Q1.
A1.
How do I program System Speed-Dial numbers?
Only your system administrator can program System Speed-Dial numbers. You can,
however, program up to ten Station Speed-Dial numbers (see page 52).
Q2.
A2.
How do I change the time and date on my phone?
Only your system administrator can change the time and date. Please contact your
Q3.
A3.
How can I retrieve messages if I don’t know the password for my voice mail?
Try using your extension number, which is your default password. Or, maybe you
#
don’t have a password, in which case pressing
is all you need to do. If these
password for you. You can then retrieve your messages and reset the password, if
desired (see page 47).
Q4.
A4.
Why can’t I retrieve deleted messages?
Voice mail may have erased your message. After a programmed amount of time has
lapsed, up to 24 hours, voice mail automatically erases all deleted messages (see
page 35). If you attempted to undelete a voice mail within this time frame but you
were still unsuccessful, your voice mail system may not have sufficient space pro-
grammed to store deleted messages. Or, your telephone system may not be using a
software version that supports this feature (the “undelete” feature is supported by soft-
ware versions 5.3 and later). Contact your system administrator to determine if this
feature is available.
Q5.
A5.
How can I set the number of rings that are allowed before the call is sent to voice
mail?
Only your system administrator can change the number of rings.
Q6.
A6.
How can I change the name displayed on my phone?
Only your system administrator can change the usernames assigned to extensions.
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Q7.
A7.
How do I scroll the display screen?
Press
(the low end of the Volume button) to scroll down or
(the high end of the
Volume button) to scroll up.
Q8.
A8.
Why can’t I program a Station Speed-Dial number to the button I want? It keeps say-
ing that the button is non-programmable.
Your system administrator has programmed that button as a non-programmable but-
choose another button.
Q9.
A9.
Why can’t I use one of the features described in this guide?
There are a few reasons why you might not be able to access the feature. Some possi-
ble reasons include:
•
Your system software version may not support the feature. This guide covers
software versions 3.0 and later. (See page 9 for information about software com-
patibility.)
•
•
Your system administrator may not have enabled the feature for your phone.
Your system administrator may have programmed your phone to block the fea-
ture.
Q10.
A10.
If I need further assistance, how do I get technical support?
First, contact your system administrator if you have a question that is not covered in
this user guide. If you need further assistance, contact your local authorized Inter-Tel
dealer. All Inter-Tel sales, service, and support are handled at the local level.
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DEFAULT FEATURE CODES
Use the blank spaces below to enter custom feature codes, if necessary.
OUTSIDE LINE ACCESS CODES
ACCESS CODE NAME
ACCESS CODE
NEW CODE
Select Line Group 1-208
Automatic Route Selection
Emergency Call
92001-92208*
92000*
911
Outgoing Call
8
*These defaults may differ depending on the software version.
EXTENSION NUMBERS
EXTENSION NAME
EXTENSION NUMBER
NEW NUMBER
Phone Extensions
1000-1999
2000-2299
0
Hunt Groups
Attendant
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GENERAL FEATURE CODES
FEATURE NAME
Account Code – Following Calls
Account Code – Optional
ACD Agent Log In
FEATURE CODE
391
390
326
327
328
329
375
376
351
361
360
350
313
355
357
356
358
5
NEW CODE
ACD Agent Log Out
ACD Agent Log In/Out
ACD Agent Wrap-Up Terminate
Agent Help Request
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
Change Language
301
340
394
307
300
370
371
372
373
310
395
312
319
315
316
317
336
335
330
322
323
324
365
366
368
367
Data
Default Station
Directory
Display Time And Date
Do-Not-Disturb
Do-Not-Disturb Cancel
Do-Not-Disturb On/Off
Do-Not-Disturb Override
Enhanced Speakerphone Enable
Feature Button Default
Group Listen
Handsfree On/Off
Headset On
Headset Off
Headset On/Off
Hold – Individual
Hold – System
Hookflash
Hunt Group Remove
Hunt Group Replace
Hunt Group Remove/Replace
Message
Message – Cancel Message Left
Message – Cancel Message On Phone
Message – Silent Message
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GENERAL FEATURE CODES (CONTINUED)
FEATURE NAME
Microphone Mute On/Off
Page
FEATURE CODE
314
7
NEW CODE
Page Receive On/Off
Program Baud Rate
Program Buttons
325
393
397
392
6
Program Station Password
Queue (Callback) Request
Record-A-Call
385
380
331
305
306
359
4
Redial
Redirect Call
Reminder Message
Reminder Message Cancel
Remote Programming
Reverse Transfer (Call Pick-Up)
Review Buttons
396
377
398
304
382
383
352
353
354
381
399
346
345
Ring Intercom Always On/Off
Ring Tone Selection
Routing Off
Station Speed Dial
Station Speed-Dial Programming
System Forward Enable
System Forward Disable
System Forward On/Off
System Speed Dial
Switch Keymap
Transfer To Hold
Transfer To Ring
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NOTES
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Index
A
Abbreviations
callback requests 17
About This Guide
About Voice Mail
About Your Phone
Accessing Your Mailbox 32
Account Codes 61
ACD Hunt Groups 68
Administrators 72
keymaps 45
Agent Help 67
Agent IDs 68
Alphanumeric Mode
8
Alternate Greeting 14
language 46
Assigning Secondary Extension Buttons 59
Automatic Call Answer 45
personal greeting 14
transfer method 48
B
voice mail message envelope 47
volume levels 44
Background Music 45
Buttons
Clearing Reminder Messages 41
DSS/BLF 59
9
lamps 6,
Conference Calls 22
message 31
Connecting a Headset 28
mute 29
secondary extension 59
special
4
C
Callbacks 17
outgoing call feature code 19
reminder message chart 40
Deleting Station Speed-Dial Numbers 54
Dial Tones 8, 45
Calls
enabling/disabling hunt groups 68
forwarding 25
making conference 22
placing on hold 21
Dialing Options 16
Dialing Station/System Speed-Dial Numbers 55
receiving non-handsfree 18
receiving off-hook voice announce 17
Dialpad Buttons
3
Direct Station Selection/Busy Lamp Field 6, 59
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Directories
feature 62
Entering Account Codes 61
intercom 62
name 15
outside 62
phone 62
voice mail 64
Disabling
account codes 61
automatic call answer 45
background music 45
cascade levels 51
group listen feature 29
message envelope options 47
paging 57
record-a-call 56
record-a-call 56
redial 26
system forwarding 25
time/date option 47
redirect calls 18
speed dialing 52
Display
5
Displaying Information 27
outside party’s name 27
secondary extension button assignments 59
speed-dial assignments 55
Distributing Calls 68
Do-Not-Disturb 38
Full Mailbox 32
DSS buttons 59
DSS/BLF
6
8
E
Emergency Calls 20
Enabling
automatic call answer 45
call forwarding 25
cascade levels 51
do-not-disturb 39
enhanced speakerphone 30
group listen feature 29
hunt group calls 68
Hookflash 58
Hunt Groups 68
I
paging 57
record-a-call 56
Individual Hold 21
Initializing Your Mailbox 13
Intercom Calls 16
system forwarding 25
Ending a Conference Call 22
Enhanced Speakerphone Mode 30
Introduction 44
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K
Keymaps 45
L
Lamps 6,
Language 46
8
Paging 57
Passwords
LCD
Leaving Messages 31
Listening to Messages 33
Logging In and Out of ACD Hunt Groups 69
5
M
Manual Call Forwarding 25
Members, Hunt Group 68
Message
Placing
button 31
center 31
count 32
indicator lamp
Primary Language 46
cascade levels 50
search order 49
Messages
Direct Station Selection buttons
6
receiving 33
recovering deleted 35
sending 36
feature buttons 58
remote feature access 65
remote messaging 50
secondary extension buttons 59, 60
using do-not-disturb 38
using reminder 40
Microphone 29
Mini-DSS
6
Multilingual Capability 46
Mute Button 29
N
Non-Handsfree Calls 18, 45
Numeric Mode
8
Receiving
intercom calls 16
off-hook voice announce 18
outside calls 20
O
8
Off-Hook
Off-Hook Voice Announce 17
Optional Account Codes 61
Outside
Record-A-Call 56
Recording Personal Greeting 14
Recording Voice Mail Directory Name 15
Recovering Deleted Messages 35
directory 63
®
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Red Lamps
Redial 26
8
Redialing a Number 26
Reminder Messages 40
Remote Messaging 50
Requesting
Timers 8, 70
Tones, Dial
8
Transferring Calls 23
Undeleting Messages 35
a reminder message 41
Responding to
feature buttons 58
a waiting call 20
Agent Help 67
Retrieving Messages 31
Returning
headset 28
message button 31
feature buttons to default 58
Ring Types 45
record-a-call 56
S
Saving Last Number Dialed 26
Saving Volume Levels 44
Screening Calls 62
Search Order 49
Searching Directories 63
Secondary Extension Buttons 59
Secondary Language 46
Selecting a Ring Tone 45
Sending Messages 36
messages 17
options 47
sending messages 36
Setting
account codes 61
preferences 44
remote messaging 50
SMDR (Station Message Detail Recording) 61
Software Compatibility
Speaker 29
9
Waiting Calls 20
What the Administrators Can Do for You 72
Speed Dialing 52
What You See and Hear
8
Standard Account Codes 61
Station Message 17
Working in Hunt Groups 68
Wrap-Up Timer 70
Station Speed Dial 52
System Administrator 72
System Hold 21
Z
Zones, Page 57
®
System Speed Dial 55
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VOICE MAIL FLOWCHART
#
NOTE: At any menu level, you can press
to cancel or return to the previous menu or press
to accept.
LISTENING TO MESSAGES
While the message is playing:
ACCESSING YOUR MAILBOX
PERSONAL OPTIONS
•
EITHER, Press the Mes-
sage button to respond to a
message from voice mail.
1
Back Up
1
Record Greeting
2
3
4
5
6
7
9
#
Pause
OR, Call the voice mail
extension number, press
, and enter your mailbox
number.
1
2
3
Primary Greeting
Alternate Greeting
System Greeting
Move Forward
Lower the Volume
Play the Envelope
Increase the Volume
Save the Message
Delete the Message
Skip to the End
•
Enter your password and
Also see Recording Options
then
.
#
2
Record Directory Name
See Recording Options
3
4
Record Password
SUBSCRIBER MAILBOX MENU
1
2
3
4
5
Listen to New Message
Send a Message
Change Envelope Settings
1
2
3
4
5
Time and Date
Message Source
Message Length
All Options
After the message:
Listen to Saved Messages
Personal Options
1
2
Replay to Message
Reply to the Message
Voice Mail Message
Return Call
Message Options
1
2
No Options
5
9
Remote Messaging
Primary Cascade
Alternate Cascade
More Options
3
Forward a Copy
1
2
SENDING A MESSAGE
See Recording Options
4
5
6
7
9
Listen to Previous Message
•
•
Dial the mailbox number, reply
to a message, or forward a
message.
Play the Envelope
Listen to Next Message
Save the Message
Delete the Message
1
2
5
Record your message.
Fax Destination
Message Order
Transfer Method
2
To pause press
To erase press
3
•
Hang up to send OR
#
Press
for options.
MESSAGE ORDER
New Messages
Saved Messages
REMOTE MESSAGING
Program Cascade Level
1
2
1
RECORDING OPTIONS
Enter cascade level number, then:
1
2
3
9
Replay
1
2
3
Enable/Disable
Enter Personal #
Enter Pager #
TRANSFER METHOD
Add
1
2
3
Unannounced
Screened
Erase and Re-Record
Delivery Options
2
3
Enter Time of Day
Set Days of Week
Monday-Friday
Announce Only
DELIVERY OPTIONS
1
2
3
MESSAGE OPTIONS
1
2
3
#
Private
All Days
1
2
Cancel Unheard Messages
Recover Deleted Messages
Certified
Individual Days 1-7
Select Message Types
All Messages
Priority
4
1
2
3
Listen
Send to Other Mailboxes
1
2
Recover All
Erase All
Priority Messages
Send and Exit
Hang Up
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Part No. 550.8112
Issue 8.0, September 2003
A661/9223A
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