Modular ICS 6.1 System Coordinator Guide

Transcription

1 Modular ICS 6.1 System Coordinator Guide Norstar, Meridian and Companion are trademarks of Nortel Networks Nortel Networks NORTEL P Printed in Canada

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3 Table of Contents Getting started with Norstar 13 Using this guide 13 Emergency 911 Dialing 13 Understanding programming 14 Before you start 15 What you need to do programming 15 Using Buttons 16 Using the buttons under the display 19 The programming overlay 19 A map for using programming 23 Starting and ending a session 27 Ending a session 27 Frequently used programming operations 29 Changing the display time & date 29 Adding or changing a system speed dial 31 Program a name for a speed dial 33 Changing the name of a telephone 34 Changing the name of a line 35 Making changes to Call Forward No Answer 37 Making changes to Call Forward on Busy 39 Making Changes to Do Not Disturb on Busy 40 What would you like to do next? 41 Answering calls 43 Answering calls in Hunt Groups 43 Answering an incoming call 43 Line buttons 44 Rings you may hear 45 Sorting calls by distinctive ring patterns 46 Answering calls at a prime telephone 47 Expanding telephone capacity 48 Using a CAP module 48 Using a KIM in a central answering position 50 P Modular ICS 6.1 System Coordinator Guide

4 4 / Table of Contents Release button 55 Hearing aid compatibility 55 Viewing information about a call on the display 55 Using Call Information for a particular call 56 Displaying Call Information before or after answering 57 Displaying Call Information for a call on hold 57 Making Call Display information appear automatically 58 Changing which information is shown first about a call 58 Picking up a call ringing at another telephone 59 Answering ringing telephones using Directed Pickup 59 Answering any ringing telephone using Group Pickup 60 Changing a telephone pickup group 61 Trunk Answer 62 Answering a call using Trunk Answer 62 Answer DNs and Answer keys 63 Creating a Conference Call 64 Disconnecting one party 65 Independently holding two calls 65 Putting a conference on hold 66 Splitting a conference 66 Removing yourself from a conference 66 Listening to a call as a group 68 Canceling Group Listening 68 Using handsfree/mute 68 Answering calls without lifting the receiver 69 Making calls without lifting the receiver 70 Muting the set 70 Changing a regular call to handsfree 70 Changing a handsfree to a regular call 71 Using handsfree 71 Changing handsfree for a telephone 72 Handsfree Answerback 73 Turning Privacy on or off for a call 74 Creating a conference by releasing privacy 75 Making a call private 75 Checking call length using Call Duration Timer 75 Disconnecting by accident 76 Time 76 Making calls 77 Modular ICS 6.1 System Coordinator Guide P

5 Table of Contents / 5 Choosing a line using a line button 79 Line pools 80 Using a line pool to make a call 81 Programming a memory button with a line pool 81 Making calls from an ISDN terminal 82 Changing how you dial your calls 82 Using Standard dial 82 Using Automatic dial 82 Using Pre-dial 83 When the internal number you called is busy 83 Priority Call 83 Making a priority call 84 Giving a telephone the ability to make priority calls 84 Using Ring Again 85 Time savers for making calls 87 Storing a number on a memory button for Autodial 87 Adding an autodial button 87 Choosing a line for Autodial 88 Using intercom as the line for Autodial 88 Using Last Number Redial 90 Preventing a telephone from using Last Number Redial 90 Using Speed Dial 91 Making a speed dial call 92 Changing and adding System Speed Dials 92 Adding or changing User Speed Dial 92 Using Saved Number Redial 94 Dialing a saved number 94 Blocking Saved Number Redial 95 Handling many calls at once 97 Using Hold 97 Retrieving a held call 97 Holding automatically 97 Listening on hold 98 Holding a call exclusively 98 Using Call Queuing 99 Transferring calls 101 Using the transfer feature 101 P Modular ICS 6.1 System Coordinator Guide

6 6 / Table of Contents Transferring a call 101 Transferring external calls 102 Canceling a transfer 103 Using Camp-on 104 Parking a call 106 Retrieving a parked call 106 Using Call Park 106 Using system-wide call appearance (SWCA) 108 Incoming calls 109 Outgoing calls 111 No free call keys 111 Using Callback 112 Forwarding your calls 113 Forwarding your calls to another Norstar telephone 113 Canceling Call Forward 113 Using Call Forward at your telephone 114 Overriding Call Forward 114 Changing the automatic Call Forward settings for a telephone 115 Changing Forward no answer 115 Changing the delay before a call is forwarded 115 Forward on busy 116 DND on Busy 116 Call Forward and Voice Mail 117 Line Redirection 118 Turning on Line Redirection 118 Canceling Line Redirection 119 Allowing a telephone to redirect calls 120 Turning the redirect ring for a telephone on or off 120 How Line Redirection is different from Call Forward 122 Using Line Redirection 123 Centralized voice mail and auto attendant 124 Using a centralized voice mail system 124 Communicating in the office 125 Paging 125 Making a page announcement 125 Activating and deactivating the ability to page 126 Creating page zones 126 Modular ICS 6.1 System Coordinator Guide P

7 Table of Contents / 7 Using Page with external paging equipment 128 Sending messages 128 Sending a message 128 Canceling a message you have sent 130 Viewing your messages 130 Replying to a message 130 Replying to a message using an analog telephone connected to an ASM 131 Removing items from your message list 132 Removing items from your message list using an analog telephone connected to an ASM 132 Viewing messages you have sent 133 Using Voice Call 134 Muting Voice Call tones 134 Answering a Voice Call with handsfree 135 Blocking Voice Calls using Voice Call Deny 135 Tracking your incoming calls 137 Using Call Log 137 Call Log options 138 Logging a call manually 138 Enabling and disabling autobumping 139 Viewing your Call Log 139 Viewing a Call Log item 139 Erasing log items 140 Making a call using Call Log 140 Creating a password to your Call Log 141 Changing your Call Log password 141 Deleting an assigned password 142 Programming a telephone to log calls automatically 142 Using external Voice mail 144 Customizing your telephone 145 Finding out what a button does using Button Inquiry 145 Changing the set display contrast 146 Changing the language on the display 146 Programming a feature code onto a memory button 147 Programming feature buttons 147 Erasing a feature button 147 Labeling your set 149 P Modular ICS 6.1 System Coordinator Guide

8 8 / Table of Contents Applying button labelling 149 Business Series Terminals 149 Norstar button caps 150 Default button assignments 150 T7316E Business Series Terminal button defaults 151 T7316 Business Series Terminal button defaults 153 M7310 telephone button defaults 155 M7324 telephone button defaults 157 M7208 and T7208 button defaults 158 M7100 and T7100 button defaults 159 Rules of default button assignment 159 Moving line buttons 161 Changing the type of ring 162 Adjusting the Ring volume 162 Hiding the message or calls indication 162 User Preferences 163 Using User Preferences 163 Changing button programming 164 Changing User Speed Dial 165 Changing Call Log options 166 Changing how calls are dialed 166 Changing the language used on the display 167 Making the display lighter or darker 167 Changing the ring type 167 Programming Hunt Groups 169 Adding or removing members from a group 171 Moving members of a group 172 Assigning or unassigning lines to a group 173 Setting the distribution mode 174 Setting the hunt delay 175 Programming busy line setting 176 Programming the queue time-out 177 Programming the overflow set 177 Setting the name 178 Allowing/disallowing an auxiliary ringer 179 Assigning a distinctive ring pattern to a Hunt Group 179 Using Silent Monitor 180 Modular ICS 6.1 System Coordinator Guide P

9 Feature notes 183 Using the Hospitality features 185 Table of Contents / 9 Hospitality passwords 185 Room/desk information 187 Programming room information 187 Using the room/set programming 189 Programming the alarm feature 191 Using the Administration set to control alarms 192 Using the alarm 193 Canceling an alarm 194 Turning off an alarm 194 Telephone features 195 Installing Business Series Terminals 195 Installing Norstar telephones 197 Naming a telephone or a line 199 Moving telephones 199 Stopping calls from ringing at your telephone: Do Not Disturb (DND) 200 Stopping calls 200 Refusing to answer a call 200 Canceling Do Not Disturb 200 Using Do Not Disturb 200 Using Background Music 201 Turning Background Music off 201 ISDN PRI and BRI 203 ISDN PRI 203 ISDN PRI features 204 Network Name Display for PRI 204 Name and number blocking for PRI 205 Emergency 911 Dialing 205 Two-way DID 205 Call by Call service selection for PRI 206 Dialing Plan and PRI 207 ISDN BRI 208 Line access from an ISDN terminal 209 ISDN BRI features 209 Network Name Display for BRI 209 P Modular ICS 6.1 System Coordinator Guide

10 10 / Table of Contents Name and number blocking for BRI 210 Service provider features 210 Call Forward 210 Canceling Call Forward 211 Calling the number your calls are forwarded to 211 Automatic Call Back 211 Automatic Recall 211 MCID (profile 2) 212 Network Call Diversion (profile 2) 213 Overlap dialing (profile 2) 213 ISDN BRI terminals 213 ISDN applications for BRI and PRI 213 Videoconferencing and video telephony 213 Desktop conferencing 214 File transfer 214 Telecommuting 214 Group 4 fax 214 Remote LAN access 214 Leased line backup 214 LAN to LAN bridging 215 Internet and database access 215 Using System features 217 Using alternate or scheduled services 217 Preventing certain calls from being made 217 Making additional telephones ring 217 Changing the lines used by outgoing calls 218 Turning Services on and off 218 An example of how to turn on a Service manually 219 Turning Services on and off 220 Viewing the active Services on a two-line display 221 Viewing the active Services on a one-line display 222 Using passwords 224 Using a Basic password 224 Registration password 225 Changing passwords 225 Clearing a Call Log password 226 Hospitality passwords 227 Silent Monitor password 228 Using special telephones 228 Modular ICS 6.1 System Coordinator Guide P

11 Table of Contents / 11 Direct-dial 228 Changing the direct-dial telephone assignments 229 Hotline 230 Bypassing a Hotline 230 Making a telephone a hotline telephone 230 Control telephone 231 SM Supervisor 232 Using Set lock 232 Changing Set Lock programming for a telephone 233 Using an auxiliary ringer 233 Turning the auxiliary ringer for a telephone on or off 233 Using Host System dialing signals 234 Link 234 Preventing a telephone from using Link 235 Pause 236 Long Tones 236 Programmed Release 237 Run/Stop 237 Wait for Dial Tone 238 Using tone dialing for a call 238 Using your Norstar system from an external location 239 Controlling access to your Norstar system 240 Direct inward system access (DISA) 240 Class of Service (COS) 240 Maintaining security 241 Accessing Norstar remotely over the public network 241 Tones 242 Using Class of Service (COS) passwords 242 Changing your Class of Service 243 General System features 245 Set profile 245 Line profile 245 Pulse or tone dialing 246 Disconnect supervision 246 Hunt Groups 246 Internal numbers 247 Line assignment 247 Target line 248 P Modular ICS 6.1 System Coordinator Guide

12 12 / Table of Contents Line pools 249 Overflow call routing 249 M7100 and T7100 telephones 250 Memory buttons 250 One-line display 251 Prime line 251 Private lines 252 Volume bar 252 Troubleshooting 253 Using the alarm telephone 253 Reporting and recording alarm codes 253 Testing the telephone 254 Testing the telephone display 254 Testing the telephone buttons 255 Testing the speaker in the telephone handset 255 Testing the telephone headset 255 Testing the telephone speaker 256 Testing the power supply to a telephone 256 Common feature displays 257 Glossary 261 Index 279 Backup programming overlays 305 Modular ICS 6.1 System Coordinator Guide P

13 / 13 Getting started with Norstar Your Norstar digital key system has many powerful features that can be customized to keep up with changes in your workplace. Using this guide The person who is responsible for adding or moving telephones or making changes to the system is called the system coordinator. This guide is designed to give the system coordinator all the information he or she needs to carry out these kinds of jobs. The first section contains step-by-step instructions about changing the time and date, deciding how many rings it takes before a call is forwarded, and other day-to-day programming. Once you understand these basic steps, you can move on to the many other features described in the second section of the guide, and refer to the first section only from time to time. You can look at the contents page for an overview of the features that are available, or check the index for specific features or messages displayed on your telephone. Emergency 911 Dialing Emergency 911 Dialing is the capability to access a public emergency response system by dialing the digits Emergency 911 Dialing State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary. Consult your local telecommunications service provider regarding compliance with applicable laws and regulations. P Modular ICS 6.1 System Coordinator Guide

14 14 / Getting started with Norstar Understanding programming When your system is installed, your installer or customer service representative programs it to work with your telephone lines, with your private network, if you have one, and with optional equipment. They customize the system for your office. All programming is recorded in the Modular ICS 6.1 Programming Record. You may want to further customize your system. For example, you can change how some features work, or adapt the system to changes in your office. Programming allows you to change settings that probably need to be updated regularly because of staff turnover or new business contacts. You can also assign features and program buttons on individual telephones. There are four ways to customize and maintain your Norstar system: Initial programming is performed for you by your installer or customer service representative. It deals mostly with how the system interacts with lines, telephones, and other equipment. Your programming as a system coordinator changes how features work for the system, as needed. It requires a System Coordinator password. A Basic programming password is available to allow individuals other than the system coordinator to make changes without giving access to sensitive programming capabilities. Personal programming is available to anyone through the Feature button on their Norstar telephone. It allows individuals to change how their telephone works to suit themselves. Modular ICS 6.1 System Coordinator Guide P

15 Getting started with Norstar / 15 Before you start Before you begin programming, plan what changes you want to make. Record the changes in the Norstar Programming Record so that you have the information at hand. For example, if you are going to program system speed dial numbers, fill out the page in the Norstar Programming Record so that you have all the numbers and codes handy once you start programming. What you need to do programming Programming is performed using a telephone that can show two lines of information on its display. Examples of telephones with two-line displays are shown on page 16. You need a programming overlay to show which buttons to press when you are performing programming. See The programming overlay on page 19. When you use a telephone for programming, it is taken out of service. This means it is unable to receive or make calls, and the call forward features do not work. Do not use the main reception telephone for programming because you may lose incoming calls. P Modular ICS 6.1 System Coordinator Guide

16 16 / Getting started with Norstar Using Buttons The two-line telephone you use for everyday calling can be used for changes and maintenance. Examples of telephones with twoline displays are shown in the illustration. Sets used for programming and maintenance T7316 T7316E M7324 M7310 Modular ICS 6.1 System Coordinator Guide P

17 Getting started with Norstar / 17 The next illustration numbers the buttons that are used for both day-to-day communication and programming on the T7316 set. The following table describes what each numbered area is used for. Business Series Terminal programming buttons Display Display buttons Dialpad Memory buttons Feature button Hold button Release button Shows instructions for everyday calling as well as for programming. Have a variety of uses. The current use is shown on the display above each button. Used for dialing numbers when you are making calls. For programming, the dialpad is also used for entering numbers and letters Dial a number or feature code stored on the button. Allows you to enter a feature code while using or programming the telephone. Puts an active call on hold. Hangs up an active call or ends programming. P Modular ICS 6.1 System Coordinator Guide

18 18 / Getting started with Norstar Volume rocker switch Mute Handsfree Turns the volume you hear through the handset up or down. During programming this switch is used to adjust settings, such as for the display contrast. Mutes the transmitter in the handset. Allows you to speak to and hear a call without using the handset or headphones. 11 Headset Activates the headset feature. This guide uses the icons for Business Series Terminal T7316E buttons in feature code examples. Your telephone may have different labels, or the buttons may be in slightly different locations. Refer to the table below for comparable Norstar icons Telephone buttons Business Series Terminals T7316 and T7316E Button description Norstar sets M7310, M7324 ² Feature ƒ Ã Handsfree: (T7316E) Mute: Volume Release Handsfree/Mute ³ Hold Control Modular ICS 6.1 System Coordinator Guide P

19 Getting started with Norstar / 19 Using the buttons under the display The three display buttons are used both for telephone features and programming. What each button does depends on what the display shows. Some display instructions that you may see when making changes on the system include OK, CHANGE, or COPY. In this guide, display button instructions are underlined. Display buttons display text display button command display button The programming overlay When you begin programming, a group of buttons on the telephone become the buttons for moving through programming headings and settings. The programming overlay is a paper cutout that is included with the Programming record. It relabels the four buttons to name the actions you use during programming. If you lose the overlay, there is an extra overlay included in the back of this book that can be printed and cut out. P Modular ICS 6.1 System Coordinator Guide

20 20 / Getting started with Norstar The diagram below shows how the headings are used to navigate the programming menus. Services Press Heading to move up one level of the menu structure Routing service Press Back to move to the previous item on the same menu level. Ringing service Current heading Restrn service Press Next to move to the next item on the same menu level. Press Show to move to the next level under the current heading. Sched: Night Programming buttons are active or inactive at different stages of programming. A button is active (meaning you can use that option), when the indicator next to it is lit (ª or º). Modular ICS 6.1 System Coordinator Guide P

21 Business Series Terminal programming overlay Getting started with Norstar / 21 Heading Back Show Next T7316E programming set Heading Back Show Next T7316 programming set Business Series Terminals Programming Record Overlay placed over keys with indicators P Modular ICS 6.1 System Coordinator Guide

22 22 / Getting started with Norstar Placing the programming overlay on Norstar sets Norstar Programming Overlay Heading Show Back Next Norstar Programming Overlay Heading Show Back Next Displays the heading for the current level Displays the first setting within a menu level Heading Back Heading Back Norstar Programming Overlay Norstar Programming Overlay Show Show Next Next PO Issue 02 Printed in Canada Moves back one item on the current level Moves display one item forward on the current menu level Modular ICS 6.1 System Coordinator Guide P

23 Getting started with Norstar / 23 A map for using programming The tables on the following three pages show the headings that display when you move through the display menu after pressing ² öìéí and entering the password (the default password is ë éö or ÛÜßÝß). The default Basic password (õ êé or ÛÛàÝÛ) can be used with a limited number of feature codes, including æé ä and the codes for turning call services on and off. For more information, see Using passwords on page 224. Terminals&Sets Lines Services Sys speed dial Passwords Time&Date Customize each telephone on the system. You can change where a call is forwarded, give a telephone a name, or allow certain features to be used at a telephone. You can change the button programming on any telephone on the system. Show the active lines. Coordinator can rename lines. Turn services on or off: Ringing service, Restriction service, and Routing Service. Program up to 255 different telephone numbers so internal users can dial them with a three-digit code ( ). Change or erase the password you use for programming, or the one you use for Call log. On an XC system, you can change the Companion portable telephone registration password. Change the time, date, or both. System prgrming Access the headings that define Hunt Groups, Hospitality services. Enter the BusName, which displays on caller ID lines. On a MICS-XC system, access registration records for Companion portable telephones so you can disable or enable the sets. P Modular ICS 6.1 System Coordinator Guide

24 24 / Getting started with Norstar System Coordinator user interface Terminals & Sets Show set Enter digits or press LIST. Capabilities Fwd no answer Fwd to Fwd delay Name User preferences Fwd on busy Fwd to DND on busy Handsfree HF answer back Pickup grp Page zone Paging D-Dial Priority call Hotline Intrn # Extrnl#... Use prime line Aux. ringer Allow redirect Redirect ring ATA settings ATA ans timer Msg Indicate Model Button progrming User speed dial Call log opt ns Dialing opt ns Language Display cntrst Ring type Voice path # of buttons B01... BXX CLR TEL# FEATR KIM X or CAP X # of speed dialers Spd # No one answered Unanswered by me Log all calls No autologging Standard dial Pre-dial Automatic dial Dflt: Handsfree Headset Restrictions Set restrictions Set lock (Partial, Full, None) Allow last no Allow saved no Allow link Telco features 1st Display Called ID Modular ICS 6.1 System Coordinator Guide P

25 Getting started with Norstar / 25 Note: Some headings will only show if required by the selected options for the previous heading. Lines Services Sys speed dial Show lines Enter digits or press LIST Ringing service Restrn services Routing service Speed dial # Enter digits or press LIST Name Sched: Night Evening Lunch Sched 4 Sched 5 Sched 6 Sched: Night Evening Lunch Sched 4 Sched 5 Sched 6 Sched: Night Evening Lunch Sched 4 Sched 5 Sched 6 add/change tel # ( ) Use prime line Display digits Name Passwords Time&Date Call Log pswds Progrming pswds Show set Sys admin: Basic: Reg. pswd (MICS-IX, only) Hospitality Desk pswd: 4677 Cond pswd:none SM pswd: Hour Minutes Year Month Day Off, Manual, Auto Off, Manual, Auto Off, Manual, Auto Log pswd P Modular ICS 6.1 System Coordinator Guide

26 26 / Getting started with Norstar System Prgrming Hunt Group Show Group Member DNs Companion (MICS-XC only) Registration Line assignment Mode Hunt Delay If Busy Q Timeout Overflow Name Aux. Ringer Distnct ring Registration Portable DNs Show line Unassigned/ Assigned Broadcast Sequential Rotary BusyTone/Queue Show DN Available/ unavailable Radio data Re-evaluation Status Radios Cell Assignment/ Show radio Assigned/ unassigned Cells Show Cell Cell radios/cell nghbrs/ Cell rad nghbrs BusName Hospitality Room/desk info Show set Room # Adm pwd req d Service time Hour Minutes Alarm Attn attempts Retry intrvl Attn duration Time format 12 hr/24 hr Expired alarms Notify set Use tone Modular ICS 6.1 System Coordinator Guide P

27 Getting started with Norstar / 27 Starting and ending a session As system coordinator the first steps in making any change to the Norstar system are always the same. Jan 1 12:00pm Press ². Feature: Password: RETRY Ending a session Press öìéí. This is the same as pressing ÛßßÜÝÝ. Press ë éö. This is the same as pressing ÛÜßÝß. Press RETRY to re-enter the password if you enter an incorrect character. Terminals&Sets The display shows the first of the seven headings available for administration programming. ë éö is the password, unless the password has been changed. Check the Programming Record for the most recent password. Display digits:y CHANGE End of session Press to end the session. After a few seconds, the time and date reappears on the display. The system makes any changes you indicated in programming as soon as you move away from a setting, either by using the navigation buttons or by pressing. You can see if the changes you made to telephone programming have taken effect by pressing the UPDATE display key. The display shows you how many telephones have not been updated. Press DNs to see the specific extensions where programming changes have not taken effect yet. Items disappear from the list as they are updated. P Modular ICS 6.1 System Coordinator Guide

28 28 / Getting started with Norstar Record any changes you make in the Modular ICS 6.1 Programming Record. If there is a problem with the system, the installer needs to see a history of the changes you have made. Remember to inform people in your office of any changes you have made that affect them. For example, you may change system speed dial codes or change the number of rings before an unanswered telephone is forwarded. Modular ICS 6.1 System Coordinator Guide P

29 Frequently used programming operations / 29 Frequently used programming operations The following sections highlight the most frequently used programming operations. To consult these or other programming operations, see either the Table of Contents or the Index. Changing the display time & date Jan 1 12:00pm Press ². Feature: Press ÝßÜ (which is the same as æé ä). Password: RETRY Press ÛÛàÝÛ (õ êé ) or ÛÜßÝß ( ë éö) The passwords can be changed. See Using passwords on page 224 for more information. Entering letters and numbers using the dialpad fourth press first press second press third press P Modular ICS 6.1 System Coordinator Guide

30 30 / Frequently used programming operations In this example, you are changing the time to 1:30 p.m. Hour:01 NEXT CHANGE Press CHANGE. Hour: CANCL AM OK Hour:01 NEXT Minutes:00 NEXT Minutes: CANCL CHANGE CHANGE CHANGE Press the dialpad buttons to enter the hour. Use two digits for all hours. The clock on the display shows either one or two digits. The display prompts you to choose a.m. or p.m. Press CHANGE and OK to select p.m. Press NEXT. Press CHANGE. Press the dialpad buttons to enter the minutes. If you are only changing the time and not the date, press to end your session. In this example, you are changing the date to July 15, Minutes:30 NEXT CHANGE Press NEXT. Year:01 NEXT Year: CANCL Year:02 NEXT Month:01 NEXT Month: CANCL CHANGE CHANGE CHANGE Press CHANGE. Press the dialpad buttons to enter the year. Press NEXT. Press CHANGE. Press the dialpad buttons to enter the month. Use numbers for the months: 01 is January; 12 is December. Month:07 NEXT CHANGE Press NEXT. Modular ICS 6.1 System Coordinator Guide P

31 Frequently used programming operations / 31 Day:01 NEXT Day: CANCL Day:15 CANCL CHANGE Press CHANGE. Press the dialpad buttons to enter the day. Press to end your session. End of session The clock controls the schedules used for services such as ringing and routing services. After a power failure, the clock is behind by the length of time power was lost. For example, if the power is out for two minutes, the clock is two minutes behind. Adding or changing a system speed dial You program a speed dial on your Norstar so that anyone in your office can dial a frequently used number using a three-digit code ( ). To change a speed dial that already exists, follow the same steps. The new programming overwrites the previous number and settings. Begin the programming session Jan 1 12:00pm Press ². Feature: Password: RETRY Press ÛßßÜÝÝ. Press ÛÜßÝß. P Modular ICS 6.1 System Coordinator Guide

32 32 / Frequently used programming operations Choose a speed dial code Terminals&Setsˆ Press three times. Sys Speed Dialˆ Press. Speed dial #: LIST Press ââú. You can pick any system speed dial code between 001 and 255. Speed dial #:001ˆFIND Press. Add or change the telephone number 001:No number CHANGE Press CHANGE. 001: CANCL OK 001:nnnnnnnn CANCL BKSP OK Use the dialpad to program the telephone number that you want to add. The telephone number can be up to 24 digits long. Your display shows the telephone number, which is represented by the row of n-characters shown here. Press OK. Select a line for the speed dial code 001:nnnnnnnn CLR CHANGE Use prime line CHANGE Press. Press CHANGE to see your options: Use prime line, a specific line (for example Use line: 01), a line pool (for example Pool code:71), or Use routing tbl. Stop pressing CHANGE when the display shows the prime line again. Use prime line CHANGE In this example, the system selects the prime line automatically to dial speed dial code 001. This is the most common choice. If you assign a specific line to a system speed dial number, only telephones with an appearance of that line can use the speed dial number. Modular ICS 6.1 System Coordinator Guide P

33 Choose what shows up on the display Frequently used programming operations / 33 Use prime line CHANGE Display digits:y CHANGE Display digits:n CHANGE Press. Your choices are Yes and No. Yes means the display shows the telephone number. Press CHANGE. No means the display shows a name for the code. Program a name for a speed dial The system has a standard name to display, so it is not necessary for you to program one. However, if you have chosen not to display the telephone number, you may want a specific name. Alpha tagging feature: This feature offers name display for calls coming in over lines that offer number-only display services. If you specify a name for a speed dial, and that person calls in on an external line, the speed dial name you specify acts as the name display for the call if the call number matches the number in the speed dial list. If the telephone has also been configured to display Caller ID (Caller ID set) with the name of a caller first (1st display), then the name you program for the speed dial code is the name that displays. For example: If you create a speed dial for the courier company you use, and assign the name Courier with the following process, when that company calls you, Courier would appear on the display for the call. Display digits:n CHANGE Name:Sys Spd Di... CHANGE...al CHANGE Press. Press. This is the name the display shows if you do not change it. Press CHANGE. Name: --> Decide the name you want to give to the speed dial code. Press the dialpad button that has the first letter of the name until the display shows the letter you want. Name:S BKSP --> Press -->. P Modular ICS 6.1 System Coordinator Guide

34 34 / Frequently used programming operations Name:S <-- BKSP --> Use the dialpad and --> until you have the entire name. The name can be up to 16 characters long, including spaces. Press # on the numeric dialpad to add spaces. Name:SAVINGS BANK <-- BKSP --> Press. Name:SAVINGS BA... CLR CHANGE Press to end your session. Or you can press, then to program another speed dial number. End of session Changing the name of a telephone Begin the programming session Jan 1 12:00pm Press ². Feature: Password: RETRY Press ÛßßÜÝÝ. Press ÛÜßÝß. Change the name of a telephone Terminals&Setsˆ Press. Show set: LIST Enter the internal number (DN) of the telephone or voice mail extension. In this example, the DN is 221. If the set has already been given a name, it appears after DN: on the display. 221:221ˆ Press then. FIND Name:221 CHANGE This is the name the display shows if you do not change it. Press CHANGE. Modular ICS 6.1 System Coordinator Guide P

35 Frequently used programming operations / 35 Decide what name you want to give to the telephone number. Name: --> Name:J BKSP --> Press the numeric dialpad button that has the first letter of the name until the display shows the letter you want. Press -->. Name:J <-- BKSP --> Name:JEAN B <-- BKSP --> Use the dialpad and --> until you have the entire name. Press to use the name you have entered. The name can be up to seven characters long, including spaces. Name:JEAN B CLR Press to end your session. You can press once to continue programming this telephone, or press twice to return to the Terminals&Sets heading. End of session CHANGE Changing the name of a line Begin the programming session Jan 1 12:00pm Press ². Feature: Password: RETRY Press ÛßßÜÝÝ. Press ÛÜßÝß. Change the name of a line Terminals&Setsˆ Press. Linesˆ Press. P Modular ICS 6.1 System Coordinator Guide

36 36 / Frequently used programming operations Show line: LIST Enter the three-digit number of the line you want to name. In this example, the line is 002. This is the name the display shows if you don t change it. Line002:Line002ˆ FIND Press. Name:Line002 CHANGE Press CHANGE. Decide what name you want to give to the line. Name: Name:L --> BKSP --> Press the dialpad button that has the first letter of the name, until the display shows the letter you want. Press -->. Name:L <-- BKSP --> Use the dialpad and --> until you have the entire name. The name can be up to seven characters long, including spaces. Name:LOCAL <-- BKSP --> Press to use the name you entered. Name:LOCAL CLR CHANGE Press to end your session. You can press once to continue programming this line, or press twice to return to the Lines heading. End of session Modular ICS 6.1 System Coordinator Guide P

37 Frequently used programming operations / 37 Making changes to Call Forward No Answer Begin the programming session Jan 1 12:00pm Press ². Feature: Password: RETRY Press ÛßßÜÝÝ. Press ÛÜßÝß. Change where a call goes when there is no answer Terminals&Setsˆ Press. Show set: LIST Enter the internal number (DN) of the telephone or voice mail extension. In this example the DN is 225. If the set has been given a name, it appears on the display. 225:225 Press. FIND Capabilitiesˆ Press. Fwd no answerˆ Press. Fwd to:none CHANGE Press CHANGE and enter the internal number where you want the calls to be sent. In this example the internal number is 221. You can press CLR to change the destination back to None. P Modular ICS 6.1 System Coordinator Guide

38 38 / Frequently used programming operations Change the number of times the telephone rings before it is forwarded Fwd to:221 CLR CHANGE Press. Forward delay:4 CHANGE Use the CHANGE button to choose the number of times the telephone rings before it is forwarded. Your choices are 2, 3, 4, 6 and 10 rings. Forward delay:3 CHANGE Press to end your session. You can press to continue programming capabilities for this telephone, or press four times to return to the Terminals and Sets heading. End of session Tip - If the Norstar set is a member of a Hunt Group, the Call Forward no answer feature is overridden and the Hunt Group call continues to ring until the hunt time has expired. For more information about Hunt Groups, see Programming Hunt Groups on page 169. Modular ICS 6.1 System Coordinator Guide P

39 Frequently used programming operations / 39 Making changes to Call Forward on Busy Begin the programming session Jan 1 12:00pm Press ². Feature: Password: RETRY Press ÛßßÜÝÝ. Press ÛÜßÝß. Change where a call goes when a telephone is busy Terminals&Setsˆ Press. Show set: Enter the internal number, which gets assigned as the intercom number, of the telephone extension. In this example, the intercom number is 225. If the set has been given a name, it appears on the display. 225:225 LIST FIND Press. Capabilitiesˆ Press. Fwd no answerˆ Press. Fwd on busy... Press. Fwd to:none Press CHANGE and enter the internal number where you want the calls to be sent. In this example, the internal number is 221. You can press CLR to change the destination back to None. Fwd to:221 CLR CHANGE CHANGE Press to end your session. P Modular ICS 6.1 System Coordinator Guide

40 40 / Frequently used programming operations You can press to continue programming capabilities for this telephone, or press three times to return to the Terminals and Sets heading. End of session Tip - If the Norstar set is a member of a Hunt Group, the Call Forward on busy feature is overridden and the Hunt Group call continues to ring until the hunt time has expired. For more information about Hunt Groups, see Programming Hunt Groups on page 169. Making Changes to Do Not Disturb on Busy When you are on a call and a second call comes in, your telephone rings softly to alert you to the second call. You can turn this feature on or off for each telephone. Begin the programming session Jan 1 12:00pm Press ². Feature: Password: RETRY Press ÛßßÜÝÝ. Press ÛÜßÝß. Change Do Not Disturb on Busy Terminals&Setsˆ Press. Show set: LIST Enter the internal number of the telephone extension. This becomes the number for the intercom button. In this example, number is 225. If the set has been given a name, it appears on the display. Modular ICS 6.1 System Coordinator Guide P

41 Frequently used programming operations / :225 Capabilitiesˆ FIND Press. Press. Fwd no answerˆ Press twice. DND on Busy:N CHANGE DND on Busy:Y CHANGE Press CHANGE to turn the feature on. A second press turns it off again. Press to end your session. Press to continue programming capabilities for this telephone, or press three times to return to the Terminals and Sets heading. End of session For more information about Call Forward and similar settings, see Forwarding your calls to another Norstar telephone on page 113. What would you like to do next? Some of the most common programming tasks are listed below. For a comprehensive list of settings and instructions, see either the Table of Contents or the Index. Redirect calls coming in on a line. Allow individuals to answer calls that are ringing at another telephone. Assign telephones to different zones for paging. Turn the night service on and off. See Turning on Line Redirection on page 118. See Picking up a call ringing at another telephone on page 59. See Paging on page 125. See Making additional telephones ring on page 217. P Modular ICS 6.1 System Coordinator Guide

42 42 / Frequently used programming operations Use a Basic password so others can take care of programming such as changing user speed dials, changing names, and changing the time and date. See Using passwords on page 224. Modular ICS 6.1 System Coordinator Guide P

43 Answering calls Answering calls in Hunt Groups Your Norstar system now allows you to establish Hunt Groups in your system. Hunt Groups are a group of Norstar set DNs that can be called by a single directory number. The Hunt Groups feature ensures calls are easily routed to the appropriate people. You can program: the members for a Hunt Group member position within a Hunt Group how calls are distributed how long a call spends looking for available members what happens if all members are busy For more information about Hunt Groups see Programming Hunt Groups on page 169. Answering an incoming call There are three indications of an incoming call: ringing, a line button flashing, and a message on the display. You do not necessarily receive all three indications for any particular call. For example, you may have a line that has been set up not to ring at your telephone. If so, you see only a flashing line button. There are many possible combinations, depending on how your system is set up. See Choosing a line using a line button on page 79 for more information on the use of lines. If you receive a priority call and your telephone has no free internal line buttons, you cannot transfer the priority call, you must accept or release it. P Modular ICS 6.1 System Coordinator Guide

44 44 / Answering calls Line buttons One line button for each line is assigned to your telephone. Press the line button to select the line you want to answer or use to make a call. Having several line buttons gives you immediate access to more than one line. The M7100 or T7100 sets have two intercom paths which are used instead of line buttons to answer and make calls. Each set can be assigned two lines. You can press ³ to switch between two calls, one active and one on hold. What line indicators mean º Flashing on and off for equal lengths of time º Flashing on and off more quickly There is an incoming call on the line You have placed a call on hold º Flashing on for longer than off Someone else has put a call on hold on that line º On, not flashing You are connected to the call on that line or the line is in use elsewhere Off The line is free The T7316E telephone displays a set of icons in place of flashing arrows when it is connected to a system with version 6.1 or newer software. If you connect a T7316E telephone to a system that is running version 6.0 or previous versions, the standard line indicators display. The KIM also displays some of these icons. Note that this piece of hardware is only supported by version 6.1 and later software., Active call Ringing The line is active and/or you are connected to this telephone. A call is coming into this line. Hold The call on this line is on Hold at this telephone. Modular ICS 6.1 System Coordinator Guide P

45 Answering calls / 45 Call forward The call on this line has been forwarded. Active button Flash rate indicators for T7316E and KIM icons On, not flashing Off Flashing on and off for equal lengths of time Flashing on and off more quickly (twinkle) Flashing on for longer than off (blink) The feature assigned to this button is active. You are connected to the call on that line or the line is in use elsewhere or the service indicated is active The line is free Existing alert rate I-hold U-hold Rings you may hear A double beep every 10 seconds A long single ring A shorter double ring A brief single ring Three beeps descending in tone A call has been camped to your telephone. There is an external call on the line for you. There is an internal call on the line for you or a call is being transferred to you. A call is being redirected on one of your redirected lines. You cannot answer this call. You are receiving a priority call. P Modular ICS 6.1 System Coordinator Guide

46 46 / Answering calls Sorting calls by distinctive ring patterns When lines, telephones and Hunt groups are configured on your system, they can be assigned one of four distinctive ring patterns (DRP). The default for all telephones is 1 and the default for lines and Hunt groups is None, which is the lowest priority. The highest priority is 4. Call ringing: When multiple calls are presented to the telephone, the call with the highest priority DRP setting will be the call that rings at the telephone. Call answering: When multiple calls are presented to a telephone, and the user picks up the handset, the call with the highest priority DRP setting is the call that is presented. Note: External calls always have a higher priority than internal calls. Note: If the ring type is changed on a telephone after the DRPs are set on the line, the line DRPs are overwritten by the telephone settings. If the DRPs are set for a line after telephone programming, then the telephone ring programming is overridden by the line DRP program. Refer to the Modular ICS 6.1 Installation Guide for information about setting distinctive ring for lines. If the call is to a Hunt group, and the Hunt group DRP is higher than the line DRP, the Hunt group DRP will take precedence within the Hunt group. Refer to Assigning a distinctive ring pattern to a Hunt Group on page 179. Modular ICS 6.1 System Coordinator Guide P

47 Answering calls / 47 Answering calls at a prime telephone Each line in a Norstar system can be assigned a prime telephone. Calls not answered at their normal destinations are transferred to the prime telephone. The prime telephone is usually the attendant s telephone. The installer or customer service representative programs a prime telephone for a line. Displays DND from 221 DND transfer DRT Line001 Line001 callback CALLBACK Line001 to prime Line002>Line157 The person at telephone 221 has forwarded a call to you using Do Not Disturb. The system has transferred a call to you from a telephone with Do Not Disturb turned on. Nobody answered this call so the system transferred it to you. Someone has camped, parked or transferred a call on line 001, but no one has answered it. Press CALLBACK or the line button to connect to the call. There is no telephone that can receive a call on line 001 so the system has transferred it to you. The call coming in on line 002 was intended for target line 157. Line 157 is busy, so the call has come to you. For other displays, see Common feature displays on page 257. P Modular ICS 6.1 System Coordinator Guide

48 48 / Answering calls Expanding telephone capacity You can add additional memory buttons to M7324 telephones using a CAP module and to T7316E telephones using a KIM (T24 key indicator module). If you add the modules without identifying them as CAPs (central answering positions) in programming, the user can program the module buttons as an expanded memory button set. However, if you want to designate one or more users to be central answering positions for your system, you can program the modules to support lines, and, in the case of the KIM, also multiple target lines and Hunt group appearances. This configuration of the KIM is called an ekim. Both systems provide similar features and are programmed using the same headings. These configurations are briefly described in this section. For details about configuring the KIM as an ekim, refer to the Modular ICS 6.1 Installer Guide. Using a CAP module A central answering position that uses a Norstar M7324 telephone and a CAP module is programmed as a CAP by your installer or customer service representative. You can have five CAPs in a Norstar Modular system. It is best if the CAP is the prime telephone and direct-dial telephone for the lines and telephones it serves. A CAP module is an add-on device that provides 48 extra memory or line buttons. You can connect one or two Norstar CAP modules to the telephone to increase the number of lines it can handle. Modular ICS 6.1 System Coordinator Guide P

49 Answering calls / 49 When a CAP module is first plugged into your telephone, some of the module buttons are already programmed to dial an internal number. Norstar M7324 set with added CAP module M7324 telephone CAP module Customizing your CAP module If your installer has programmed the CAP module to be the central answering position for your system, you can move external lines onto the CAP module by using ² Ú. See Moving line buttons on page 161. Any of the buttons on your CAP module that do not select lines can be programmed to dial internal or external numbers automatically. You can program features onto CAP module buttons. See Time savers for making calls on page 87 and Customizing your telephone on page 145 for information on programming memory buttons. Buttons on a CAP module cannot be assigned as answer buttons. P Modular ICS 6.1 System Coordinator Guide

50 50 / Answering calls Monitoring telephones with the CAP module The indicators ˆ beside internal autodial buttons on your CAP module show the status of Norstar telephones. The indicator is on when the telephone has: an active call Do Not Disturb turned on The indicator is off when a telephone has: no active call a call on hold and no other active call Tip - You can send up to 30 messages from a CAP. Using a KIM in a central answering position When you deploy a CAP consisting of a T7316E telephone and one or more KIMs, the modules can be configured as ekims by your installer. If you do not need lines or hunt group appearances on the KIMs, there is no requirement for any system configuration. This configuration of the KIM is called an ordinary KIM (OKIM) and you can install up to nine modules on a T7316. On all KIMs, at each telephone you can use the memory programming feature to: provide feature access (Refer to Programming a feature code onto a memory button on page 147) provide access to line pools (Refer to Programming a memory button with a line pool on page 81) Modular ICS 6.1 System Coordinator Guide P

51 Answering calls / 51 provide one-press external autodial (Refer to Storing a number on a memory button for Autodial on page 87) configure system-wide call appearances (SWCA) by assigning SWCA feature codes Norstar T7316E telephone with added KIM An extended KIM (ekim) provides the same functionality as the OKIM plus the ability to support multiple lines, target lines and Hunt groups. A T7316E can support a maximum of four ekims. Your system can support a maximum of five CAPS using ekims. Note that this total includes any T7324 CAPs. P Modular ICS 6.1 System Coordinator Guide