SIE Key for ACD Groups
Any Multiline Terminal can have SIE keys for ACD Groups. When a call comes into a covered ACD Group, the SIE key will ring immediately, ring after a delay or just flash (depending on system programming and user-set options). The Multiline Terminal user can answer the call by just lifting the handset and pressing the SIE key. ACD SIE keys help maximize ACD service during high traffic periods or when agents are unavailable.
The covering extension does not have to be a member of the ACD Group. In addition, an extension can have SIE keys for as many ACD Groups as it has available programmable keys.
An ACD Group SIE key also allows for one-button Transfer to an ACD Group.
SIE Key for ACD Groups
ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement, called the 1st Announcement. This announcement can be a general greeting.
1st Announcement: Thank you for calling. All of our agents are currently busy helping other customers. Please stay on the line and we will help you shortly.
If the caller continues to wait, you can have them hear another announcement, called the 2nd Announcement.
2nd Announcement: Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line.
If all the ACD Group's agents still are unavailable, the call can automatically overflow to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail. If all agents in the overflow ACD Group are busy, Lookback Routing automatically ensures that the waiting call will ring into the first agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and overflow method. You can have, for example, a Technical Service group that plays only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a Customer Service group that plays both announcements and does not overflow.
The following overflow options are available:
No Overflow (Mode 0)
A call waits in queue indefinitely for an available agent without an announcement. If no agents are logged in when the call rings the group, the caller hears ringback until they hang up or an agent logs in.
Overflow with No Announcement (Mode 1)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail after a programmed interval. The caller does not hear any messages as the call is rero
USING KEYS TO MOVE AROUND IN THE PROGRAMS
Once you enter the programming mode, use the keys in the following chart to enter data, edit data and move around in the menus.
Use this key...When you want to. . . 0 ~ 9, *, # Line Key (1 ~ 6)Enter Data into program Cursor Key (Up) Next Index Cursor Key (Down) Prior Index Line Key (1 ~ 6)Select Data Flash All Clear Hold Enter Register Mute Clear / Back Go Back to Prior Screen DND Move Cursor Jump Up/Down Clear / Back Delete single character Help Next Page Toggle between Number/Character While Entering a Number Transfer Prior Page Speaker Exit Quit the programming Cursor Key (Left) Soft Key 1 Move Cursor to Left Soft Key 2 Change Program Number Change Index Number Soft Key 3 Change Program Number Change Index Number Cursor Key (Right) Soft Key 4 Move Cursor to Right
WHAT IS ACD?
1.1 Equitable Distribution of Calls Among Agents
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services – it can accurately judge the work load at each agent and distribute calls accordingly. Automatic Call Distribution operation is further enhanced by:
ACD Announcements (which play to incoming callers) ACD Call Queuing ACD Overflow
Agent Log In and Log Out Services Flexible Time Schedules
Setting Up ACD for the First Time
When setting up ACD for the first time, perform the following procedures in the sequence listed below.
1. Arrange Extensions into ACD Groups. 2.Set up Work Schedules and Work Periods. 3.Assign Extension to ACD Groups for each Work Period.
4. Arrange Trunks into incoming Ring Groups.
5. Determine Trunk Work Schedules. 6.Assign incoming Ring Groups to ACD Groups.
SECTION 1 ARRANGE EXTENSIONS INTO ACD GROUPS
Your first step in setting up ACD is to find out how many ACD Groups you need and which extensions should be in each group. Use the Sample ACD Group Worksheet on page 2-3 to arrange extensions into ACD Groups.
ACD requires that the CPU-B1 have the ACD license.
There are 2 ACD Groups, 16 ACD Agents Max per group, and 36 Trunks.
1.Select the ACD Group Number.
The system allows up to 2 ACD Groups. You can have up to 16 ACD agents per group. You can put any agent in any group. In addition, an agent can be logged into only one group at a time, but a SIE key can be programmed for other groups. This allows, for example, a Technical Service representation to answer Customer Service calls at lunch time when many of the Customer Service reps are unavailable
System Programming Procedures
Code Feature Code Feature
#101 System Date #314 Pool Extension Assignment
#315 Pool Access Restriction #103 System Time #316 Call Waiting
#104 Number of Lines #317 Caller ID Log Answered Calls #105 Transfer Return Rings #318 Caller ID Call Log Line Association #107 Recall Timer Duration #319 Caller ID Log All Calls #108 Rotary Dialing Timeout #320 Call Coverage Rings #109 Outside Conference Denial #321 VMS Cover Rings #110 Automatic System Answer Delay #322 Remote Call Forwarding #111 Automatic System Answer Button #399 Copy Settings
#112 Direct Extension Dial Delay #401 Outgoing Call Restriction #113 Direct Extension Dial Button #402 Toll Call Prefix #114 Outgoing Call Restriction Button #403 System Password #115 Wake Up Service Button #404 Disallowed Phone Number Lists #405 Disallowed List Assignments #406 Emergency Phone Number List #119 Ring on Transfer #407 Allowed Phone Number Lists #121 Automatic System Answer Mode #408 Allowed List Assignments #122 Caller ID Type #409 Forced Account Code List #123 Backup Programming—Automatic #410 Star Code Dial Delay #124 Backup Programming—Manual #501 Pickup Group Extensions #125 Restore Programming #502 Calling Group Extensions #126 Automatic Daylight/Standard Times #503 Night Service Button #127 Hold Reminder Tone #504 Night Service Group Extensions
#201 Dial Mode #505 Hunt Group Extensions
#203 Hold Disconnect Time #505 (Group 8) Fax CNG Detection #204 Automatic System Answer Lines #506 VMS Hunt Delay #205 Direct Extension Dial Lines #507 VMS Hunt Schedule #206 Group Call Distribution #601 Fax Machine Extensions #207 Pool Line Assignment #602 Music-On-Hold #208 Line Coverage Extension #603 Hotline
#209 Unique Line Ringing #604 Doorphone Extension 1 #301 Line Assignment #605 Doorphone Extension 2 #302 Line Access Restriction #606 Doorphone Alert Extensions #303 Display Language #607 AA (Automated Attendant) Extensions #304 Automatic Extension Privacy #608 SMDR Record Type #305 Abbreviated Ringing #609 SMDR Top of Page #306 Transfer Return Extension #610 SMDR Output Format #307 Forced Account Code Entry #611 SMDR Talk Time #308 Distinctive Ring #612 Contact Closure Group #309 Intercom Dial Tone #613 Contact Closure Operation Type #310 Automatic VMS Cover #614 Music-On-Hold Volume #311 External Hotline #617 Loudspeaker Paging Line #312 Voice Interrupt on Busy #728 System Reset—Programming Saved #313 Line Access Mode #730 Remote Administration Password
F01 Do Not Disturb2
F15 VMS Cover2
F02 Exclusive Hold2 F16 Caller ID Name Display2 F03 Recall F17 Caller ID Inspect2
F04 Save Number Redial F18 Voice Interrupt On Busy Talk- Back2
F05 Last Number Redial F19 Background Music2 F06 Conference Drop2 F20, XX,XX Call Coverage F07 Privacy2 F21 Station Lock F08 Touch-Tone Enable F22 Station Unlock2
F09XX Message Light On F23 Caller ID Call Logging and Dialing2
F10XX Message Light Off F24 Record-a-Call2, F25 Call Screening2,
F11,XX,XX F11,XX,*PP F11,XX,PP
Call Forwarding/Call Follow-Me Cell Phone Connect Remote Call Forwarding
F12 Account Code Entry2 F41 Contact Closure 1 F13XX Manual Signaling (beep or ring) F42 Contact Closure 2 F13*XX Manual Signaling (voice signal) F59 System Release Status2 F14 Voice Mailbox Transfe
Automatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services – it can accurately judge the work load at each A agent and distribute calls accordingly. The system allows up to 2 ACD Groups and 16 ACD agents.
The ACD Master Number is the extension number of the whole group. Calls directly ringing or transferred to the ACD Master number enter the group and are routed accordingly. Although the master number can be any valid extension number, you should choose a number that is out of the normal extension range.
Private Branch Exchanges (PBX)
From 10 to over 400 Extensions
Voice Mail and Automatic Attendant
Automatic Call Distribution (ACD)/
Digital Trunks: Primary Rate Service
(P1-ISDN), T1/DS1, Direct Inward Dialing (DID)/ DNIS
Advertising on Hold
VOIP - Voice Over Internet Protocol
CAT 5e and CAT 6 Jacks
•Surveillance and Security systems
Closed Circuit Television (CCTV)
Remote Camera Installation with phone or DSL connections
Time Lapse Recorders
Multi Unit Door Phones System
DVR: Digital Video Recorder
•Audio Distribution Systems
Background Music Systems
avaya phone system
avaya phone systems
avaya phone system manual
avaya business phone systems
small phone system
corporate phone systems
company phone systems
avaya business phone system
avaya ip phone system
used avaya phone systems
phone systems avaya
phone system avaya
avaya business phones
avaya partner phone system
pbx phone system
voip phone systems
business phone systems
avaya phone systems for sale
phone system voip
small business phone systems
small office phone system
business phones systems
best phone system
small office phone systems
voip business phone systems
phone systems ip
office phone system
office phone systems
phone system ip
business phone system
ip phone system
ip phone systems
business phone small system
phone system for small business
avaya office phone systems
small business phone system
lucent phone systems
digital phone systems
phone systems pbx
new phone systems
automated phone systems
used phone system
avaya digital phone system
lucent phone system
business phone system voip
new phone system
avaya phones systems
phone systems voip
pbx phone systems
nec phone systems
voip phone system
phone systems for small business
avaya voip phone system
business phone system wireless
phone systems for business
toshiba phone systems
commercial phone systems
used phone systems
used business phone systems
avaya definity phone system
merlin phone system
phone systems for small businesses
mitel phone system
computer phone system
avaya partner phone system manual
small phone systems
phone systems business
internet phone systems
refurbished phone systems
avaya phone manual
avaya telephone system
panasonic phone systems
home office phone system
pc phone system
phone systems for small office
telephone system small business
key phone system
automated telephone system
samsung phone system
phone system installation
pc based phone system
voip business phone system
phone system business
virtual phone systems
hosted phone system
avaya phone system programming
buy phone systems
houston phone systems
internet phone system
phone system installers
phone system software
phone systems for businesses
avaya ip phone systems
small business systems Flower District W26-28 and 6th
Brookdale E25th and 1st to FDR
Kips Bay E23-34 and the river to 3rd
Rose Hill E25-30 and 3rd to Madison
NoMad W25-30 and Lex to 6th
Peter Cooper Village† (former Gas House district) E20-23 and C to 1st
Chelsea W14-34 and 7th to the river
Flatiron District, Toy District, Photo District E&W16-27 and Park Avenue South to 6th
Gramercy Park E14-23 and 1st to Park Avenue So.
Stuyvesant Square E15-E18 and 1st to 3rd
Union Square E14-17 and 4th to University Pl
Stuyvesant Town† (former Gas House district) E14-20 and C to 1st
Meatpacking District Gansevoort to W15th and Hudson to the river
Waterside Plaza E25-29th and FDR Drive
Name of the Neighborhood Limits South to North and East to West
Downtown Manhattan below 14th Street
Little Germany (historic) E7-10 and A to B
Alphabet City, Loisaida Houston to E23rd (14th) and FDR to A
East Village Houston to E14th and the East River to Bowery
Greenwich Village, the Village Houston to W14th and B-way to the Hudson River
NoHo Houston to Astor and Bowery to B-way
Bowery Canal to E4 and Allen to Bowery
West Village Houston to W14th and 6th to the river
Lower East Side Canal to Houston and the river to Bowery
SoHo Canal to Houston and Lafayette to Varick
Nolita (NoLIta) Broome to Houston and Bowery to Lafayette
Little Italy Canal to Broome along Mulberry
Chinatown Chambers to Delancey and E B-way to B-way
Lower Manhattan, Financial District below Chambers
Five Points (historic) Worth & Baxter
Cooperative Village† Frankfort to Grand and FDR to E B-way
Two Bridges Brooklyn Bridge to Montgomery, St. James Pl to the river
TriBeCa Park Pl to Canal and B-way to the river
Civic Center Vesey to Chambers and the river to B-way
Radio Row (historic) Cortlandt to Dey and Greenwich St (WTC)
South Street Seaport Historical District south of Fulton and along FDR
Battery Park City† west of West Street
W26-28 and 6th
E25th and 1st to FDR
E23-34 and the river to 3rd
E25-30 and 3rd to Madison
W25-30 and Lex to 6th
Peter Cooper Village† (former Gas House district)
E20-23 and C to 1st
W14-34 and 7th to the river
Flatiron District, Toy District, Photo District
E&W16-27 and Park Avenue South to 6th
E14-23 and 1st to Park Avenue So.
E15-E18 and 1st to 3rd
E14-17 and 4th to University Pl
Stuyvesant Town† (former Gas House district)
E14-20 and C to 1st
Gansevoort to W15th and Hudson to the river
E25-29th and FDR Drive
†Large scale developments
Name of the Neighborhood
Limits South to North and East to West
below 14th Street
Little Germany (historic)
E7-10 and A to B
Alphabet City, Loisaida
Houston to E23rd (14th) and FDR to A
Houston to E14th and the East River to Bowery
Greenwich Village, the Village
Houston to W14th and B-way to the Hudson River
Houston to Astor and Bowery to B-way
Canal to E4 and Allen to Bowery
Houston to W14th and 6th to the river
Lower East Side
Canal to Houston and the river to Bowery
Canal to Houston and Lafayette to Varick
Broome to Houston and Bowery to Lafayette
Canal to Broome along Mulberry
Chambers to Delancey and E B-way to B-way
Lower Manhattan, Financial District
Five Points (historic)
Worth & Baxter
Frankfort to Grand and FDR to E B-way
Brooklyn Bridge to Montgomery, St. James Pl to the river
Park Pl to Canal and B-way to the river
Vesey to Chambers and the river to B-way
Radio Row (historic)
Cortlandt to Dey and Greenwich St (WTC)
South Street Seaport Historical District
south of Fulton and along FDR
Battery Park City†
west of West Street
Town of Babylon
Town of Brookhaven
Town of East Hampton
Town of Huntington
Town of Islip
Town of Riverhead
Town of Shelter Island
Town of Smithtown
Town of Southampton
ATURA • Barren Island • Bath Beach • Bay Ridge • Bedford • Bedford-Stuyvesant • Bensonhurst • Bergen Beach • BoCoCa • Boerum Hill • Borough Park • Brighton Beach • Brooklyn Chinatown • Brooklyn Heights • Brownsville • Bushwick • Canarsie • Carroll Gardens • City Line • Clinton Hill • Cobble Hill • Coney Island • Crown Heights • Cypress Hills • Ditmas Park • Downtown • Dumbo • Dyker Heights • East Flatbush • East New York • East Williamsburg • Farragut • Fiske Terrace • Flatbush • Flatlands • Fort Greene • Fort Hamilton • Fulton Ferry • Georgetown • Gerritsen Beach • Gowanus • Gravesend • Greenpoint • Greenwood Heights • Highland Park • Homecrest • Kensington • Little Poland • Madison • Manhattan Beach • Mapleton • Marine Park • Midwood • Mill Basin • Navy Yard • New Lots • New Utrecht • Ocean Hill • Ocean Parkway • Park Slope • Pigtown • Plum Beach • Prospect Heights • Prospect Lefferts Gardens, Brooklyn • Prospect Park South • RAMBO • Red Hook • Sea Gate • Sheepshead Bay • South Park Slope • Starrett City • Stuyvesant Heights • Sunset Park • Vinegar Hill • Weeksville • White Sands • Williamsburg • Windsor Terrace • Wingate
Town of Southold
Individual Trunk Greetings See Multiple Company Greetings on page 2-6 in this glossary.Automated Attendant Instruction Menu The Instruction Menu is the announcement that plays to Automated Attendant callers. Normally, the Instruction Menu provides callers with the Automated Attendant dialing options. Automated Attendant Leaving a Message An extension user can leave a voice message in a co-worker’s mailbox if that extension is busy, unanswered, or in Do Not Disturb. Voice Mail Leaving a Message at a Busy/DND Extension See Leaving a Message on page 2-5 in this glossary.Voice Mail Leave a Quick Message See Quick Message on page 2-7 in this glossary.Automated Attendant Listening Options See Listening to Messages on page 2-5 in this glossary.Voice Mail Listening to Messages While or after listening to a message, an extension user has many message handling options from which to choose. Voice Mail Live Record Allows an extension user to record their active call as a message in their mailbox. VM8000 InMail broadcasts a beep and a voice prompt to the callers as Live Record begins. Voice Mail Local Notification See Message Notification on page 2-6 in this glossary.Voice Mail Log On to Voice Mail An extension user can press a key to log on to access their VM8000 InMail mailbox. With Remote Logon, an employee calling through the Automated Attendant can dial a single digit followed by their own mailbox number to remotely log on to their mailbox. Voice Mail Mailbox Announcement Message The Mailbox Announcement Message is a message, recorded by the System Administrator, that plays to each subscriber when they log onto their mailbox. The message will play at each log on until it expires, is deleted, or made inactive by the System Administrator. Administration Mailbox Greeting See Greeting on page 2-4 in this glossary.Voice Mail Mailbox Logon See Log On to Voice Mail on page 2-5 in this glossary.Voice Mail Mailbox Name A mailbox caller can hear the extension user’s prerecorded name instead of their mailbox number. Voice Mail Mailbox Options Menu Sub-menu of a subscriber’s Main Menu that provides access to the Auto Time Stamp, Mailbox Security Code Delete, and Message Notification features. Voice Mail Mailbox Security Code Delete The System Administrator can delete the security code for any mailbox, effectively unlocking it. See Security Code on page 2-8 in this glossary. Maintenance
Advanced Features Guide
If you need this ACD capability . . . Turn to this Advanced
Feature . . . On page . . .
A supervisory extension that can manage an individual ACD
Group. "Supervisor, ACD Group" 71
A supervisory extension that can log an ACD Agent into or out of
the group. "Supervisor, ACD Group" 74
A supervisory extension that can manage an individual ACD
Group. "Supervisor, ACD Group" 71
A DSS Console that can show at a glance the status of ACD
Groups and agents. "Supervisor, DSS Console" 79
As a Group or System Supervisor, listen in on an ACD Agent's call"Supervisor Monitor"83 When all agents are busy, incoming calls can route to other
extensions, ACD groups or Voice Mail. "Overﬂow Options" 52
Set various options for ACD Groups."Class of Service, ACD"31 Temporarily log out an ACD Agent."Off Duty Mode"49 Press a key to have your ACD Group Supervisor monitor your call."Emergency Call"33 See the status of your ACD Group's calls at a glance."Queue Status Display"67 Set up Call Coverage keys for ACD Groups."Multiple Directory Number /
Call Coverage for ACD Groups" 46
Get one-button ACD Group calling and Transfer as well as a
unique BLF for ACD agents. "Hotline for ACD Agents" 38
Temporarily busy out your phone to the ACD Group when you
need to work at your desk. "Wrap-Up Time" 87
Use a headset for privacy and convenience, and optionally answer
calls automatically. "Headset Operation (with
Automatic Answer)" 35
For systems with inDepth ACD/MIS installed, allow the Reporter and Real Time products to sort based on ACD Agent number. Set up AIC log-in for speciﬁc agents using a veriﬁed code. This also allows for multiple group log-ins by an agent.
"Identiﬁcation Codes for ACD
Analyze system usage and calling patterns. "Trafﬁc Reports"
The WebPro software is installed on the Aspire NTCPU PCB - there is no separate software installation. This means that when the Aspire system software is updated, the WebPro software is updated as well.
Make sure the SW3 switch on the Aspire NTCPU (switch just above the serial port connector) is set to OFF (down).
The Aspire system (Program 10-21-02) and the Dial Up setting must be set to use the same baud rate (19200 by default).
Make sure the PC is connected to the serial or USB port on the Aspire NTCPU with a null modem (cross- over) cable. For LAN connections, use a straight-through cable if connected through a hub. If connected directly to the Aspire S/Aspire LAN connector, use a cross-connect cable.
The WebPro software provides a Help system if you experience difﬁculty in using the program. Simply press the ‘F1’ key.
1.Make sure the required cable (USB, serial, LAN) is connected from the PC to the Aspire S/Aspire system. 2.When using a LAN connection, skip to Step 5.
When using a connection other than a LAN, you must first connect to the Aspire using the dial-up connection. If not already connected, click on START SETTINGS NETWORK CONNECTIONS select the dial up connection to be used to connect to the Aspire system.
3.In the window that appears, if the user name and password are acceptable, click CONNECT or DIAL depending on your connection type.
Only one person is allowed in programming mode at a time. An error message will be received if trying to log in while another user is already in programming mode.
4.If the PRE-DIAL TERMINAL SCREEN option was selected in the dial-up setting, when it appears, left click on the black area of that screen. Type AT and press ENTER. Once OK has been displayed, click on CONTINUE and wait for the computer to connect to the Aspire system.
If an OK does not appear on the screen, continue to type AT and then press enter until you get an OK on the screen.
5.Once the connection has been established, with either Internet Explorer or Netscape Navigator installed, open the internet
6.Enter the IP address of the Aspire system (example: http://188.8.131.52). This address is selected based on the type of con- nection to the Aspire.
Serial Connection 184.108.40.206 Fixed - cannot be changed.
(For an Aspire S system with an ENTU PCB installed, the LAN IP address can also be used for this connection.)
USB Connection 220.127.116.11 Fixed - cannot be changed. ISDN Connection 18.104.22.168 Fixed - cannot be changed.
LAN (Ethernet) 172.16.0.10 This setting is defined in Program 10-12-01 and can be changed.
For information about how to program your telephone system for voicemail, please refer to your telephone system manual, or contact the manufacturer of your telephone system. Make sure you assign all the voicemail ports to a hunt group and that the type is set to voicemail (this will usually enable system integration).
Note: Whenever you see the phone icon call Amanda SOHO Flash.
1) Unpacking the System
Carefully unpack the Amanda SOHO Flash system from the box. Also unpack the power source for the unit and put it aside.
2) Mounting the System
Find a good place to mount the SOHO Flash unit on the wall near the telephone system. Carefully mount the system to the wall.
3) Connecting Ports
Connect four analog extensions from the telephone system to ports 1 through 4 on the Amanda SOHO Flash unit. Ports 1 through 4 are labeled lines 1-4.
Ports 1-4 are RJ11’s and each use only the center pair for each port (tip & ring / the green and red pair).
Note: Port 4 is the notification port. All message notification will be dialed this port. If you don’t have four analog ports available on your telephone system, make sure port 4 is one of the active ports. For example, if there are only 3 extensions available, connect ports 1, 2, and 4.
4) Powering the System On
The system does not have an on/off switch. Connecting power and removing power will turn the system on and off. Power the system on by connecting its power source to it. The system will take approximately 2 minutes to boot up.
5) Logging into a Mailbox
Amanda SOHO Flash is programmed using a touch-tone telephone. Mailbox 999 acts as the system administration mailbox, and is used to program Amanda. Mailbox 999 has a special administration mode that none of the other mailboxes have. To program Amanda SOHO Flash you’ll need to become familiar with the login process.
SIP trunks IP office Essential Edition - PARTNER® Version mode can support SIP trunks through its LAN connection. These are configured using IP Office Manager, they cannot be managed through phone based administration.
In order to support SIP trunks, the system must include the following resources:
· SIP Trunk Licenses
These licenses are used to configure the number of simultaneous SIP trunk calls supported, up to a maximum of
20. A IP Office Essential Edition - PARTNER® Version mode system supports 3 channels without licenses.
· Voice Compression Channels
These are required to convert between the audio compression methods used for IP telephony and those used for analog and digital trunks. Each IP500 Combination card, up to a maximum of 2 cards, installed in the system provides 10 voice compression channels for the system. One voice compression channel is used for each SIP call.
An Announcement Mailbox plays a recorded announcement to Automated Attendant callers without providing dialing options. The Announcement Mailbox is typically set up to provide information to callers and then route back to the Automated Attendant. See the following example:
• The Automated Attendant instructs the caller to dial a digit for company directions.
- Record this in the Instruction Menu message for the active Call Routing Mailbox. See Instruction Menu on page 2-122 for more information.
- Set the dialing options in the Dial ActionTable associated with the active Call Routing Mailbox. See Dial ActionTable on page 2-49 for more information.
• The caller dials the digit and listens to the recorded Announcement Mailbox message for directions.
• After playing the directions, the caller routes back to the Automated Attendant for additional dialing options.
- See the Hang Up on page 2-106 and Next Call Routing Mailbox on page 2-167 options in Programming below.
By default, there are 24 Announcement Mailboxes (Routing Mailboxes 9 ~ 32). However, you can assign any of the 32 Routing Mailboxes as an Announcement Mailbox.
The Next Call Routing Mailbox Options
The following Mailbox Routing charts show how an Announcement Mailbox handles Automated Atten- dant calls.
• The first chart explains what happens when the outside call is directly answered by the Announce- ment Mailbox. This happens when the AnswerTable uses an Announcement Mailbox for routing instead of a Call Routing Mailbox.
• The second chart explains what happens when the outside call is answered by a Call Routing Mail- box and then routed to the Announcement Mailbox. This can happen, for example, when a caller dials a digit to hear an announcement of company directions.
• See AnswerTable on page 2-14 for more set up information.
Directory Dialing Refer for Directory Dialing operation. Page Paging Press “InPg” (Internal Paging) or “ExPg” (External Paging), and dial the Group/Zone number to page. Pkup Call Pickup Press “Pers” for Extension Call Pickup. Press “ExPg” for External Paging pickup. Press “InPg” for Internal Paging pickup. VM:00 Mailbox Access Refer to Page 16 (VM Soft Key). Barg Barge-In Dial the target extension number to barge in. Save Saved Number Dial Saved number is dialed automatically. Wait for answer.
System Telephone Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5 ■ System Telephone Does Not Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5 ■ System Telephone Does Not Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6 ■ Display Shows Only 16 Characters per Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-6 ■ Display Is Incorrect. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7 ■ Display Shows “ReplaceSysBat W/Power On”
or “ChgBat W/PowerOn” at Extensions 10 and 11. . . . . . . . . . . . . . . . . . . . . . . . 11-7 ■ Display Does Not Show Caller ID Name/Number. . . . . . . . . . . . . . . . . . . . . . . . . 11-7 ■ “Priv.” Is Displayed Instead of Caller ID Information. . . . . . . . . . . . . . . . . . . . . . . 11-8 ■ “- - - - - - - - - - - -” Is Displayed Instead of Caller ID Information. . . . . . . . . . . . . . 11-8 ■ Some Caller ID Information Does Not Display . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-8 ■ Intercom Autodialer Does Not Work Properly. . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-8 ■ Record-a-Call Light is Always Red Steady and
You Can’t Record a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9 ■ MLC 6 Telephone Does Not Ring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9
Single-Line Telephone Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9 ■ Single-Line Telephone Does Not Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9 ■ Single-Line Telephone Rings Back after
Intercom Call with No One at Other End. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-10 ■ Single-Line Telephone’s Message Waiting Light Does Not Light. . . . . . . . . . . . 11-10
Other Telephone Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-11 ■ Trouble Making Outside Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-11 ■ Trouble Making Outside Calls from Pool
Buttons on Pooled Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-13 ■ Calls Are Answered Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-14 ■ Trouble Hearing Called Party Answer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-15 ■ Automatically Dialed Calls Beginning with
Star Codes Are Misrouted. . . . . . . . . . . . . .
System Telephone Problems
The following section discusses system telephone problems.
System Telephone Does Not Ring
Possible Cause 1: Ringer volume is set too low.
What to do: Press the volume control button while the telephone is idle and the handset is in the cradle.
■ If the telephone rings increasingly louder, the problem is solved. ■ If the telephone still does not ring, go to Possible Cause 2.
Possible Cause 2: The Do Not Disturb or Call Forwarding feature is turned on.
What to do: Check to see if Do Not Disturb or Call Forwarding is turned on. ■ If Do Not Disturb or Call Forwarding is turned on, turn it off.
■ If Do Not Disturb or Call Forwarding is not turned on, go to Possible Cause 3.
Possible Cause 3: Line Ringing is programmed for No Ring or Delayed Ring.
What to do: Check the Line Ringing setting for the extension.
■ If Line Ringing is set for No Ring or Delayed Ring, change the setting if appropriate.
■ If Line Ringing is set for Immediate Ring and this telephone is part of a combination extension, see “Problems with Combination Extensions” on page 11-16.
■ If Line Ringing is set for Immediate Ring and the telephone is on an extension by itself, go to Possible Cause 4.
Possible Cause 4: Telephone is faulty.
What to do: Unplug the cord from the base of the problem telephone. Then plug the cord into a telephone that you know rings properly.
■ If the replacement telephone rings properly, the problem telephone is defective. Call the helpline to arrange for a replacement.
■ If the replacement telephone does not ring properly, call the helpline number listed on the front, inside cover.
System Telephone Does Not Work 11
Possible Cause 1: The telephone cord is plugged into the wrong jack on the bottom of system telephone.
What to do: Plug the modular telephone cord into the correct jack. ■ If the telephone works properly, the problem is solved. ■ If the problem remains, go to Possible Cause 2.
Possible Cause 2: Telephone needs to be reset.
What to do: Unplug the cord from the base of the telephone. With the handset hung up, plug the cord in again.
■ If the telephone works properly, the problem is solved. ■ If the problem remains, go to Possible Cause 3.
Possible Cause 3: The telephone cord is defective.
What to do: Unplug the cord from the base of the telephone and the wall jack. Replace the cord with a cord that you know works.
■ If the telephone works, the cord is faulty. Call the helpline number listed on the front, inside cover to arrange for a replacement.
■ If the telephone does not work and it is part of a combination extension, see “Problems with Combination Extensions” on page 11-16, Possible Cause 3.
■ If the telephone does not work and it is not part of a combination extension, call the helpline number listed on the front, inside cover.
Possible Cause 4: The telephone is defective.
What to do: Unplug the cord from the base of the telephone. Then plug the cord into a telephone that you know works.
■ If the replacement telephone works, the problem telephone is faulty. Call the helpline number listed on the front, inside cover to arrange for a replacement.
■ If the replacement telephone does not work, go to Possible Cause 4.
Display Shows Only 16 Characters per Line 11
Possible Cause: A power outage occurred.
What to do: Unplug the modular telephone cord from the telephone and plug it.