Inter-Tel Axxess - page 223

Page 207

System Features

AXXESS® ADMINISTRATOR’S GUIDE – January 2004

Call Screening

Receiving an Announced Or Screened Transferred Call: Depending on the Transfer

Method programmed for your mailbox or extension ID, one of the following will occur when

you receive a call transfer from the automated attendant or a Call Routing Announcement

application:

•“Announce Only” Calls: When the caller enters your extension number, the system

asks the caller to record his or her name. The Voice Processor then places a private call

to your station. When you answer, it plays “You have a call from (caller's name).” It

then completes the transfer, and the transferred call rings at your station. Answer as

usual.

•“Screened” Calls: When the caller enters your extension number, the system asks the

caller to record his or her name. The Voice Processor then places a private call to your

station. When you answer, it plays “You have a call from (caller's name),” and gives

you the following options:

—To accept the call, press or the ACCEPT menu button. The call will ring at

your station.

—To replay the announcement, press or the REPLAY menu button.

—To send the call to voice mail, press or the SEND TO V-MAIL menu button.

The caller is transferred to your mailbox and hears your personal greeting.

—To forward the call to another extension, press or the FORWARD menu but-

ton. Then enter the extension number. The call is sent to the other station. If that

station has screened or announced transfers, the caller’s name is played again for

that station.

—To refuse the call, press or the REFUSE menu button, or simply hang up. The

caller receives a recording that says you are not available and offers them the

option of leaving a message.

•“Unannounced” Calls: This is the default method for transferring a call. The call is

transferred to your station without any kind of announcement.

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Contents

Main Page QUICK REFERENCE GUIDE TO SYSTEM, VOICE MAIL, AND DIAGNOSTICS TO RESPOND TO AN ALARM MESSAGE: TO SYNCHRONIZE NETWORK TIME: TO SET SYSTEM OR NETWORK DATE AND TIME: TO PROGRAM SYSTEM SPEED-DIAL NUMBERS: DEFAULT DIAGNOSTICS FEATURE CODES TO ENABLE/DISABLE SYSTEM DIAGNOSTICS MODE: SYSTEM DIAGNOSTICS FEATURES DEFAULT ADMINISTRATOR FEATURE CODES Page Page Page Page Table of Contents Page Page FCC Regulations Important Page Notice Safety Regulations Important Safety Instructions Save These Instructions ! Introduction INTRODUCTION TELEPHONE SYSTEM NETWORKING Page VOICE PROCESSOR VOICE MAIL NETWORKS Page Administrator Procedures Page PLACING THE SYSTEM IN NIGHT MODE PLACING NODES IN DAY OR NIGHT MODE SETTING SYSTEM DATE AND TIME SETTING NETWORK DATE AND TIME Page Page Page Page Page 17 Station Database Programming Flowchart FIGURE 1. Station Database Programming Flowchart YOUR INPUT PHONE DISPLAYS Page Page Page Page Page Page 23 System Database Programming Flowchart FIGURE 2. System Database Programming Flowchart Page Page Page Page 29 Trunk Database Programming Flowchart FIGURE 3. Trunk Database Programming Flowchart Page 30 Trunk Database Programming Flowchart FIGURE 3. Trunk Database Programming Flowchart (Continued) PROGRAMMING SYSTEM SPEED-DIAL NUMBERS Page Page PROGRAMMING AND USING DSS/BLF BUTTONS Page Page MANAGING SYSTEM AND NETWORK ALARMS Page Page Page ENABLING/DISABLING THE CALL PROCESSING CARD MODEM ASSIGNING THE CPC MODEM TO A DSS/BLF BUTTON RESETTING THE CALL PROCESSING CARD MODEM USING THE NETWORK GROUP DIAGNOSTICS FEATURE SEIZING A DEVICE FREEZING/UNFREEZING THE SYSTEM HISTORY FREEZING/UNFREEZING THE NETWORK HISTORY VOICE MAIL ADMINISTRATOR FEATURES BROADCASTING MESSAGES MAINTAINING MAILBOXES AND GROUP LISTS IMPORTING FAX DOCUMENTS CREATING AUDIOTEX RECORDINGS Page Page RECORDING CUSTOM VOICE MAIL PROMPTS Page 52 FIGURE 4. Default Voice Mail Prompts Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62 Page 63 Page FIGURE 5. Administrator Database Programming Planning Sheets Page Page Page Page Page System Hardware Page Page Page INTER-TEL PHONES FIGURE 6. Model 8560 Phone Displays FIGURE 7. Executive Phone Display Page Page Page Page Page 84 AXXESS ADMINISTRATORS GUIDE January 2004 Inter-Tel Phones Page FIGURE 8. Executone Phone LED Rates Page 87 Digital Phone LED Rates FIGURE 9. Digital Phone LED Rates *This applies only to Inter-Tel phones with red/green LEDs. The following rates are shown in interruptions per minute (IPM). Page Page Page Page Page Page AGENTSET SINGLE-LINE SETS Page Page DIGITAL DIRECT STATION SELECTION/BUSY LAMP FIELD (DSS/BLF) UNITS MINI-DSS UNITS Page Page Page Page Page 106 AXXESS ADMINISTRATORS GUIDE January 2004 IP and SIP Devices Page OPTIONAL SYSTEM EQUIPMENT Page Page System Features Page Page Page Page MESSAGE LAMP SPEAKER BUTTONS HOLD BUTTONS HOT DIALPAD BUTTONS VS. SPCL KEY REQUIRED FOR FEATURE CODE ENTRY FLAG FEATURE CODES TRUNK ACCESS CODES These feature codes are used for selecting trunks when placing outgoing calls. * These feature codes may differ depending on the software version. STATION FEATURE CODES Page 118 Page 119 NOTE: Page 120 Page 121 Page 122 Page 123 ADMINISTRATOR FEATURE CODES NOTE: Page 124 NOTE: Page 125 Page 126 NOTE: EXTENSION NUMBERS ATTENDANT STATIONS NETWORK AND LOCAL PRIMARY ATTENDANTS HUNT GROUPS HUNT GROUP CALL DISTRIBUTION HUNT GROUP CALL PROCESSING HUNT GROUPS AND CALL FORWARDING HUNT GROUP REMOVE/REPLACE AND DO-NOT-DISTURB UCD HUNT GROUPS Page Page Page Page ACD HUNT GROUPS Page Page Page Page Page ACD HUNT GROUPS SPAN NODES Page Page TRUNK FEATURES CALLER ID, DNIS, AND ANI INTER-TEL PHONE DISPLAYS SINGLE-LINE SET DISPLAYS OUTGOING-ACCESS, ALLOWED-ANSWER, AND RING-IN ASSIGNMENTS ANSWER FEATURE CODE AUTOMATIC ROUTE SELECTION (ARS) Page Page TOLL RESTRICTION CLASS OF SERVICE (COS) Page EMERGENCY CALL FEATURE Page Page Page FIGURE 10. Example of a Remote Site without an MGCP Gateway Application FIGURE 11. Example of a Remote Site with an MGCP Gateway Application DAY AND NIGHT MODES DIRECT INWARD SYSTEM ACCESS (DISA) Page Page SELECTABLE RING TONE EXTENSION NUMBER, USERNAME, TIME AND DATE DISPLAY ALL TRANSIENT DISPLAYS STATION FLAG DKTS ALTERNATE TRANSIENT DISPLAY TIMER STATION FLAG AND TIMER TRANSIENT CALL INDICATION ON CALL ANSWER STATION FLAG Page Page STANDARD/ALTERNATE KEYMAP SWITCHING AUTOMATIC CALL ACCESS MUSIC-ON-HOLD AND BACKGROUND MUSIC MULTILINGUAL CAPABILITY STATIONS TRUNKS DO-NOT-DISTURB AND REMINDER MESSAGES VOICE PROCESSOR MULTI-LANGUAGE FEATURE ON NETWORK OPERATION DIRECTORIES CHANGE LANGUAGE FEATURE CODE INTERCOM CALLS PROGRAMMING FOR PRIVATE INTERCOM CALLS STATION-TO-STATION CALLING Page Page INTERCOM CAMP ON AND QUEUE CALLBACK INTER-STATION MESSAGES LEAVING MESSAGES RESPONDING TO MESSAGES Page Page OFF-HOOK VOICE ANNOUNCE (OHVA) Page OUTSIDE CALLS PLACING OUTSIDE CALLS Page RECEIVING OUTSIDE CALLS ON-HOOK MONITORING GROUP LISTEN FEATURE TRUNK CAMP ON AND BUSY TRUNK CALLBACK (QUEUE) ACCOUNT CODES Page Page PLACING CALLS ON HOLD INDIVIDUAL HOLD SYSTEM HOLD CONSULTATION HOLD HOLD RECALL MICROPHONE MUTE CALL WAITING Page CALL TRANSFER FEATURE CODES TRANSFER TO PARK LOCATIONS TRANSFERRING CONFERENCE CALLS TRANSFER TO A SYSTEM FORWARD TRANSFER TO RING TRANSFER TO HOLD TRANSFER RECALLS CALL SCREENING Page REVERSE TRANSFER CONFERENCE CALLS PLACING A CONFERENCE CALL ADD PARTIES TO A CONFERENCE EXITING A CONFERENCE Page RECORD-A-CALL Page AGENT HELP Page SYSTEM FORWARDING Page INDIVIDUAL STATION FORWARDING POINTS HUNT GROUP FORWARDING POINTS HANDSFREE ANNOUNCE SYSTEM FORWARD OPTION MANUAL CALL FORWARDING AND SYSTEM FORWARDING SYSTEM FORWARD ENABLE/DISABLE Page 224 Unanswered System Forward Calls UNANSWERED SYSTEM FORWARD CALLS CALL FORWARDING FWD BUTTON FORWARD TO AN OUTSIDE NUMBER MANUAL FORWARDING TO PUBLIC NETWORK FORWARD TO THE MESSAGE CENTER FORWARD TO AN ATTENDANT FORWARD TO VOICE MAIL Page SPEED DIALING SYSTEM SPEED DIALING Page STATION SPEED DIALING Page Page INTERCOM, SPEED-DIAL, AND FEATURE CODE DIRECTORY Page HOUSE PHONE Page 242 House Phone REDIALING USING THE LAST NUMBER SAVED FEATURE USING THE LAST NUMBER DIALED FEATURE Page PAGING REMOVE FROM PAGING DO-NOT-DISTURB Page Page Page DO-NOT-DISTURB OVERRIDE REMOTE FEATURE PROGRAMMING STATION PASSWORD REMOTE DO-NOT-DISTURB PROGRAMMING Page REMOTE FORWARD PROGRAMMING DEFAULT STATION HOOKFLASH REMINDER MESSAGES Page RECORD KEEPING AND MAINTENANCE FEATURES CALL COST ACCOUNTING Page Page FIGURE 12. SMDR Report Format FIGURE 12. SMDR Report Format (Continued) SYSTEM ERROR/MESSAGE PRINTING Page POWER FAILURE CAPABILITIES CUSTOMIZED SYSTEM PROGRAMMING REPORTS Page Voice Processing Features Page INTRODUCTION AUTOMATED ATTENDANT AUTOMATED ATTENDANT APPLICATIONS AUTOMATED ATTENDANT RECALL DESTINATION AUTOMATED ATTENDANT CUSTOM AUDIOTEX RECORDINGS EXTENSION ID CALL ROUTING ANNOUNCEMENT CALL ROUTING CUSTOM AUDIOTEX RECORDINGS CALL SCREENING DIGIT TRANSLATION DIGIT TRANSLATION NODES Page 278 FIGURE 13. Sample Call Routing Announcement Tree FAX-ON-DEMAND Page LOCATING A NAME ACCEPTING A NAME REQUESTING ADDITIONAL INFORMATION USING THE DIRECTORIES To spell a different name: Press and repeat step 3. RECORD-A-CALL SCHEDULED TIME-BASED APPLICATION ROUTING (STAR) SMDR INFORMATION STORAGE AND RETRIEVAL VOI CE MA IL VOICE MAIL AND MESSAGE NOTIFICATION/RETRIEVAL APPLICATIONS Page MAILBOXES Page MESSAGE NOTIFICATION TO STATIONS CASCADING REMOTE MESSAGE NOTIFICATION Page Page Page INITIALIZING A SUBSCRIBER MAILBOX OR EXTENSION ID LISTENING TO MESSAGES Page RECOVERING DELETED MESSAGES SENDING A MESSAGE Page PERSONAL OPTIONS Page Page OUTSIDE CALLER USE OF VOICE MAIL UNIFIED MESSAGING LEVEL 1 Page AUTOMATIC FAX DETECTION UNIFIED MESSAGING REQUIRED FOR FAX E-MAIL FAX CARD REQUIRED FAX E-MAIL MESSAGE FORMAT Index Symbols A Page 312 B C Page 313 D E Page 314 F G H Page 315 I J K L Page 316 M N Page 317 O P Page 318 Q R Page 319 S Page 320 T Page 321 U V W Page Default Feature Codes Page VOICE MAIL FLOWCHART NOTE: