System administration quick reference guide Norstar MICS, CICS, & Call Pilot Systems.

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1 Norstar system administration guide 3-digit extensions Version 7.2 Dec 07 This administrator guide is intended to assist system administrators with day to day programming such as adds, moves, and changes. It is not intended for advanced programming issues, troubleshooting, or new system setup. Use at you own risk System description Model Software version Serial number Key codes if applicable Type of handsets Number of handsets Type of trunk/s Service Provider Circuit ID Service provider contact number Software variations may result in inconsistencies with this guide. This guide is meant for general reference, and should not be distributed beyond system administrators. Some areas of this guide may not apply to your system. HardConnect is not responsible for customer programming, Outages and service charges may result from errant configuration.

2 Voic and System Programming To access voic programming o Feature 983 o Log: Ok To access PBX programming o Feature ** o Password: Template for PBX programming Tip Locked Sys Admin Password If the password is incorrectly attempted 3 xtimes it will lock out additional attempts. Te reset this password: Feature 985 Press 9 Enter ok Tip Adding or changing a user typically requires programming in both the PBX as well at the voic system Internal caller ID or first name spelling is entered in PBX programming. Voic names are entered in Feature 983 programming. This is where the directory matches a users name to extension number for inbound callers. Enter names as follows. Johnson, Robert

3 Adding deleting and changing mailboxes / Resetting mailbox passwords o Feature 983 o Log: Ok o MBX then select ADD to add a new mailbox. Proceed to Enter Mbx # DEL to delete a mailbox, select MBX then delete. CHNG to reset the mailbox password to 0000, or change mailbox properties. o Mbx # ( same as Extension # ) o Subscriber: Press OK o Ext: (same as Mbx #) o You can create guest mailboxes without a telephone by selecting * o Service Class: Input 13 o Name: Last name, First (# for next character, ## for comma) o Directory: Y o Msg Waiting: Y o Outdial: select * key Tips o Always delete users once no longer needed. o Never change a user from Tom to Mary, instead delete Tom and add Mary

4 Changing an extension name (first name) o Feature ** o Pswd o Terminals and Sets Show o Show set Input extension # o Press Show o Press Next 2 prompts to name. o Change enter name using your keypad. # for next character. o Press next o Rls. Or hang up to exit programming Changing Time and Date Set relocation o Feature ** o Pswd o Press next 5 prompts to Time and date. o 12 Show, follow prompts to change time and date. o Feature ** o Pswd o Press next 6 prompts to system programming o Press show o Press next 2 prompts to feature settings o Press show o Press next until you see set relocation (18 Prompts) o Change according to your preference. (Y for on, N for off) Programming system speed dial o Feature ** o Password: o Press next 3 times to System speed dial and press show/ open o Enter speed dial number o Press Change and enter number as follows, ok o Press Next and select use routing table for line o Press Next and select Y for display digits o Press Next and enter the name associated with the speed dial # o Press Release

5 Changing Main Greetings Tips o We recommend a simple greeting that gives callers quick options for transfer. Greeting 1 is the easiest greeting to re-record. o Always play greetings before re-recording to ensure correct greeting. o Document your greeting content. o CCR, Call Tree, and Auto Attendant programming recommended for advanced users only. On site service recommend for CCR programming. Changing Greeting 1 Feature 983 o LOG: ok o AA o Grtg o Grtg ok. o Play to verify content o Record to record new greeting. Greeting 1 Content Thank you for calling XYZ Company. II you know your parties extension you may enter it any time. To use our company directory press the # key. For operator assistance, or to leave a message in the general mailbox please press 0.

6 Welcome to Norstar Voice Mail, Please initialize your mailbox. Initializing a mailbox from your telephone set: From your telephone, press the VM key or FEATURE 981 Password: Enter default password 0000, followed by OK or # Key. Must Change Password: Enter New password followed By ok or the # key Again: Re-enter password then press # Speak into handset for best quality recording. At the Tone: Record your first and last name with your extension # To End the Recording: Accept the Recording: Press OK or # key. Press OK or # key. Record your personal mailbox greeting: Press Admin or 8 Press Greet or 2 Press Rec or 1 Press Prime or 1 Press Yes or 1 to record your greeting To End the recording: Press OK or the # key To Accept your recording: Press OK or # key Press Rls to end session. VOIC FEATURE CODES FEATURE 981 FEATURE 980 FEATURE 986 FEATURE 984 FEATURE 987 OPEN MAILBOX LEAVE MESSAGE TRANSFER TO VOIC CALL FWD TO VOIC INTERRUPT FROM VOIC * Only applies while message is playing

7 Feature Code List. **CONFIG **SCPLUS **ADMIN **BASIC **SET **LINE NORSTAR CONFIGURATION PROGRAMMING (INSTALLER) NORSTAR SYSTEM COORDINATOR PLUS PROGRAMMING(CICS AND ICS 2.0+) NORSTAR ADMINISTRATIVE PROGRAMMING (SYS Coordinator) NORSTAR BASIC PROGRAMMING (CICS & ICS S.0+) NORSTAR SET PROFILE NORSTAR LINE PROFILE **USER NORSTAR USER PREFERENCES (CICS & ISC 2.0+) **TIME NORSTAR TIME AND DATE (CICS & ICS 2.0+) *0 BUTTON INQUIRY *1 FEATURE KEY EXTERNAL AUTODIAL *2 FEATURE KEY INTERNAL AUTODIAL *3 FEATURE KEY PROGRAMMING *4 PERSONNEL SPEED DIAL *501 SELECT ENGLISH *502 SELECT FRENCH *503 SELECT SPANISH *6 RING TYPE *7 DISPLAY CONTRAST ADJUST *80 RING VOLUME ADJUST *81 MOVE LINE KEYS *82 DIAL MODES *831 AA ON/OFF (CICS) *832 CCR ON/OFF (CICS) *833 AA/CCR RECORDING MAINTENANCE (CICS) *84 AUTO LOG OPTIONS *85 CALL LOG PASSWORD *89 PROGRAMMED RELEASE *9 RUN/STOP 0 SYSTEM SPEED DIAL 1 SEND MESSAGE 2 RING AGAIN 3 CONFERENCE/TRANSFER 4 CALL FORWARD 5 LAST NUMBER REDIAL 60 PAGE GENERAL 61X PAGE INTERNAL ZONE (1-6) 62 PAGE EXTERNAL 63X 64 LINE POOLS PAGE INTERNAL ZONE (1-6) PLUS EXTERNAL 65 MESSAGE REPLY 66 VOICE CALL 67 SAVED NUMBER 68 RESTRICTION /COS OVERRIDE 69 PRIORITY CALL 79 CALL TRANSFER (BLIND) 71 LINK (HOOK FLASH) 72 TIMED RELEASE 74 CALL PARK 75 GROUP CALL PICKUP 76 DIRECTED CALL PICKUP 77 CALL DURATION TIMER 78 PAUSE 79 EXCLUSIVE HOLD 800 TRUNK ANSWER 801 CALL QUEUING 802 GROUP LISTENING 803 SHOW TIME 804 WAIT FOR DIAL TONE 805 TEST SETS (2.0) 806 HIDE DISPLAY 808 LONG TONES 810 MAKE BUSY 811 CALL INFORMATION 812 ENTER CALL LOG 813 LOG IT 815 AUTO BUMPING 817 IRAD TRANSFER (CICS ONLY) 819 OUTGOING NAME AND NUMBER BLOCKING (4.1) 82 CAMP ON 83 PRIVACY CONTROL 84 LINE REDIRECTION 85 DO NOT DISTURB 86 BACKGROUND MUSIC 87 "SERVICE MODES (DR-3,4,5) 870 SHOW SERVICE MODES (CICS) 871 EXTENDED RINGING 872 ALTERNATIVE RESTRICTIONS 873 ALTERNATIVE ROUTING 88 VOICE CALL DENY 9** RAD PROGRAMMING (RAD 2, FASTRAD) 9*0 RAD TRANSFER (ALL BUT CICS IRAD'S) 9*1 CHECK FEATURE CODES FOR VOIC 9*2 SMDR ADMIN 9*3 LOGGER TIME STAMP 9*4 NORSTAR DOOR PHONE PROGRAMMING 9*5 FLASH LOW RANGE CHECK FEATURE CODES 9*7 ACD ADMIN MAINTENANCE SESSION 9*9 VOICE MAIL INTERFACE (VMI) CODES 900 SMDR; enter acct. # to be logged w/ a call 901 ACD LOGIN 901 VMI ADMIN 902 ACD UNAVAILABLE 903 VM HIGH/LOW RANGE SELECTION-DISABLED AFTER USE 903 ACD CANCEL WRAP 904 ACD HELP 904 FLASH ACD LOW RANGE LOGIN/OUT 905 ACD CATEGORIZE 905 FLASH LOW RANGE DN IDENTIFIER 906 ACD RECORD CALL 906 FLASH LOW RANGE VM TRANSFER 907 FLASH LOW RANGE VM INTERRUPT 908 STAR TEXT (OBSOLETE)

8 908 FLASH ACD LOW RANGE BUSY MODE 909 ACD ANN. MAINTENANCE 909 FLASH ACD LOW RANGE QUEUE STATUS 910 FLASH LOW RANGE LEAVE MESSAGE 911 FLASH LOW RANGE OPEN MAILBOX 912 FLASH LOW RANGE OPERATOR CONTROL 913 ACD CALLS QUEUED 913 FLASH LOW RANGE SYSTEM ADMIN LOGIN 915 NORSTAR VOIC 2ND LEVEL ACCESSS 920 ACD ADMIN SESSION 921 ACD ROUTING SESSION DAY/NIGHT 922 ACD ADMIN STATISTICS SESSION 923 ACD GROUP STATISTICS SESSION 960 DIAL BY NAME (CINTECH NSVM OPTION) 961 DIAL BY NAME ADMIN 980 VM SEND MSG TO ANOTHER MAILBOX 981 VM LOG INT MAILBOX 982 VM OPERATOR STATUS (PSWD=OPERATOR( )) 983 VM ADMIN PROGRAMMING 983 VM SOFTWARE LEVEL (LOGIN THEN OPTION 9) 984 VM TIME AND DATE 984 AUTO FORWARD TO VOIC (NSVM4.0) 984 FLASH ACD LOGIN/OUT 985 VOIC DN INQUIRY 986 VOIC TRANSFER 987 VOIC INTERRUPT 988 VOICE ACTIVATED NAME DIALING (NSVM 4.0) 988 FLASH ACD BUSY MODE 989 RECORD CALL (NSVM 4.0) 989 FLASH ACD QUEUE STATUS Manually programming telephone buttons o Feature * 0 o Feature * 1 o Feature * 2 o Feature * 3 Determine button programming Program external auto-dial to a button Program an extension speed dial Program a feature to a button Example: Programming last number redial to a button. Feature * 3, press the desired button to program, feature 5. Tip o Feature * 0 is a useful tool to determine actual extension numbers and programmed buttons.

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12 Toll Fraud Security Alert Third Party Calling! We have seen a sharp increase in toll fraud and voic hacking over the past few years. Please take a moment to help reduce the chances of becoming a victim of Toll Fraud or Third party calling Many customers have complained that their voic system has allowed unauthorized calls to be routed to an outside number, commonly in the Philippines. Restricting outbound access to the voic has failed to eliminate these toll charges. Commonly charges are billed to your account as follows: A hacker dials into your system via any number that answers with voic . What they are looking for is a mailbox that has a default password or a mailbox password that is easily guessed, such as Once they have access to a mailbox, the greeting is changed. It is usually rerecorded in a manner that tries to sound like someone actually answering the phone. A common script will look something like this: "Hello?" pause "yes" pause "yes, I'll accept the charges." or even something simpler like "yes, yes, yes, yes, yes, yes..." We have also noticed tones recorded over greetings. These tones seem to trick the billing computer into accepting the charges. Once this greeting is set up, the hacker will provide the information on the newly hacked mailbox along with it's telephone number to others. This information is either sold or given away. At this point the thief calls a service provider and ask to have their call billed to the number of the hacked mailbox. When the carrier's computer calls to verify that the third party is willing to accept the charges for a third party call, the computer hears "Hello?" pause "yes" pause "yes, I'll accept the charges" and the call goes through. How to Protect Your Business 1. Insist that no voice mail user has a password that is trivial or easy to hack. Example of these are: 1111, 1234, 0000,... Every password should be at least 5 digits in length and never have repeating or consecutive numbers. Don t overlook your general delivery mailbox, Tec support mailboxes, guest mailboxes etc 2. Have your service provider/ carrier block third party call billing to any of your numbers. Request 1010 blocking and international call blocking if possible. 3. Delete any unused mailboxes. Be sure that you know if you have any that are not in use or not. If you need help with this, Please call us for assistance. 4. Educate your users on Toll Fraud. Be sure that they REPORT ANYTHING SUSPICIOUS WITH THEIR VOIC ! Restricting your system, or building access filters etc. will not resolve this type of fraud. It is imperative that you work with your carrier to restrict these types of calls. All systems are venerable to this type of theft, even single analog lines connected to an inexpensive answering machine. Monitor your phone bills regularly, document and report trouble immediately. Customers with many numbers or blocks of DID s have more exposure than small business scenarios. It can be more difficult to analyze phone bills for larger businesses, and this can lead to exorbitant charges if not caught quickly. If you need assistance deleting old/ unused mailboxes, or would like additional information regarding Toll Fraud, Slamming, or Third Party Calls, please contact us.