NORSTAR Integration Notes For VoiceGate Voice Mail SETTING UP YOUR NORSTAR (DR5, DR1T1):

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1 NORSTAR Integration Notes For VoiceGate Voice Mail To make for a smooth installation, please read carefully and perform steps "A through G" of the following pages. To make sure steps are not skipped, please check them off as they are completed. SETTING UP YOUR NORSTAR (DR5, DR1T1): 1 - When a Norstar KSU is being upgraded to DR5, problems may be encountered if the upgrade is not performed correctly. A SYSTEM START-UP is therefore strongly recommended. 2 - The voice mail port extension numbers should be numbered in consecutive order. 3 - Program an internal speed dial button on each physical set to call the first voice mail port for message retrieval. DO NOT use the soft keys on your sets (if available) for message retrieval. 4 - Create a line pool and allow each of the voice mail ports to have access to it. 5 - If a single line set, using an ATA, has voice mail assigned to it, replace the ATA with a VMI. 6 - Remove the Line Ringing from all the station sets other than the attendant console. If ringing is still desired in an open area, an auxiliary ringer will be needed. 7 - After performing all of the recommended settings of the following pages, use the Norstar "Feature * 0" function to verify that the physical set buttons on each voice mail port (DN) of your Norstar KSU are set accordingly as in Figure Call forward busy /no answer all phone sets requiring voice mail to the first voice mail port extension of your hunt group. SETTING UP YOUR VOICEGATE VOICE MAIL (V3.11) ON A NORSTAR: 1 - Ensure that the Call Transfer Mode in the Class of Service Setup (Screen 2 of 4) is set to Blind Transfer (2 -BX); otherwise, intermittent telephone operations will occur. 2 - Enter the first voice mail port extension number of your hunt group in First VM Port Ext. (1-9999) in Company Setup (Screen 3 of 7) 3 - When creating guest mailboxes, turn OFF the Call Forward Mode in Add User menu. 4 - The port used for turning message waiting lamps ON and OFF should be the last VM port. 5 - The port used for message notification should be the second last VM port. 6 - DO NOT use the same port for Message Waiting Indication and Message Notification. 1

2 NOTES: Meridian Norstar Programming For Voice Mail Ports Only (DR5) Before starting any programming of the AA\VM port with a M7310 phone, go into Miscellaneous in the Configuration program and make sure that Set Relocation is set to NO. When the VoiceGate Voice Mail ports are connected to the Norstar station ports, both units will need time to establish communications link, wait approximately 60 seconds to 90 seconds depending on the KSU before calling or call forwarding any calls to them. Ensure that the first Voice Mail extension number of your hunt group is entered in "First VM Port Ext. (1-9999)" in Screen 3 of 7 of Company Setup. KSU with DR5 Software You must perform the steps listed below to configure the KSU to operate properly with VoiceGate Voice Mail: A. Set TRUNK DATA Parameters. B. Set LINE ACCESS Parameters. C. Enable FULL HANDSFREE. D. Set up a TRANSFER Key. E. Set LINE ASSIGNMENT Parameters. F. Set CALL FORWARD ON BUSY & FORWARD NO ANSWER Parameters. G. Set NAMES Parameters. For more detailed information on configuration programming procedure of the Norstar KSU, refer to the Program section of the Modular DR5 Installer Guide, provided with the KSU firmware cartridge. 2

3 Meridian Norstar Programming For Voice Mail Ports Only (DR5) A. Trunk Data To change the Trunk Data parameters: 1. Select Trunk Data in the Configuration menu. 2. Enter the outside line port number of the KSU line to be configured. 3. Skip through the menu to Mode and select "Tone". Repeat this process for each KSU outside line to be used. B. Line Access To change the Line Access parameters: 1. Select Line Access in the Configuration menu. 2. Enter the Line Directory Number (DN) of the KSU line to be configured. 3. Skip through the menu to Intercom keys and select "2". 4. Skip through the menu to Prime Line and select "I/C". C. Full Handsfree To enable Full Handsfree: 1. Select Capabilities in the General Administration menu. 2. Select Set Abilities in the Capabilities menu. 3. Enter the Line Directory Number (DN) of the KSU line to be configured. 4. Set Full Handsfree to Yes. DO NOT enable the Auto Handsfree feature in the Norstar KSU for each of the AA/VM ports. 3

4 Meridian Norstar Programming For Voice Mail Ports Only (DR5) D. Transfer To set the Transfer key: 1. Substitute a Nortel M7310 telephone set for the port. Take the line cord, still attached to the Norstar station port designated as a voice mail port extension, and insert it into the M7310 telephone set. 2. Press Feature * Press Key 03. (See Figure 1-1) 4. Enter Feature 70. (Transfer) 5. Press Feature * 0 and Key 03 to verify the reprogramming of this key. E. Line Assignment (parameter in Line Access option) To remove the Line Assignment: 1. Select Line Access in the Configuration menu. 2. Enter the Line Directory Number (DN) of the KSU line to be configured. 3. Skip through the menu to Line Assignment and select "Remove" for all lines. 4

5 Meridian Norstar Programming For Voice Mail Ports Only (DR5) F. Call Forward on Busy & Forward No Answer To set the Call Forward on Busy & Forward No Answer parameters: 1. Select Capabilities in the General Administration menu. 2. Select Set Abilities in Capabilities menu. 3. Enter the set number to be configured. 4. Skip through the menu to Forward on Busy & Forward No Answer and change the value to the next AA/VM extension number. 5. Set the Forward Delay to "3". Call Forward Busy/ No Answer the last voice mail port extension to the first voice mail port extension to create a "pseudo" circular hunt group. G. Names To set the Names parameters: 1. Select Names in the General Administration menu. 2. Select Show set. 3. Enter the set number to be configured. 4. Enter in the following names: VIP4001 for the first AA/VM port. VIP4002 for the second AA/VM port. VIP4003 for the third AA/VM port. VIP4004 for the forth AA/VM port. VIP4005 for the fiftth AA/VM port. VIP4006 for the sixth AA/VM port. VIP4007 for the seventh AA/VM port. VIP4008 for the eighth AA/VM port. And so on... 5

6 Meridian Norstar Programming For Voice Mail Ports Only (CICS, DR1 T1) NOTES: Before starting any programming of the AA\VM port with a M7310 phone, go into Featr Settings in the System prgming menu and make sure that Set Relocation is set to NO. When the ports are connected to the Norstar station ports, both units will need time to establish communications link, wait approximately 60 seconds to 90 seconds depending on the CICS KSU before calling or call forwarding any calls to them. Ensure that the first Voice Mail extension number of your hunt group is entered in "First VM Port Ext. (1-9999)" in Screen 3 of 7 of Company Setup. CICS KSU with DR1 T1 Software You must perform the steps listed below to configure the CICS KSU to operate properly with VoiceGate Voice Mail : A. Set TRUNK/ LINE DATA Parameters. B. Set LINE ACCESS Parameters. C. Enable HANDSFREE. D. Set up a TRANSFER Key. E. Set LINE ASSIGNMENT Parameters. F. Set CALL FORWARD ON BUSY & FORWARD NO ANSWER Parameters. G. Set NAME Parameters. For more detailed information on configuration programming procedure of the Norstar KSU, refer to the Program section of the Compact ICS Installer Guide, provided with the KSU firmware cartridge. 6

7 Meridian Norstar Programming For Voice Mail Ports Only (CICS, DR1 T1) A. Trunk/ Line Data To change the Trunk Line Data parameters: Select Lines menu. 1. Select Trunk/ Line Data in the Lines menu. 2. Enter the outside line port number of the KSU line to be configured. 3. Skip through the menu to Dial Mode and select "Tone". Repeat this process for each KSU outside line to be used. B. Line Access To change the Line Access parameters: Select Terminals and Sets menu. 1. Enter the Line Directory Number (DN) of the KSU line to be configured. 2. Select Line Access in the Terminals and Sets menu. 3. Skip through the menu to Prime Line and select "I/C". 4. Skip through the menu to Intercom keys and select "2". C. Handsfree To enable Handsfree: Select Terminals and Sets menu. 1. Select Capabilities in the Terminals and Sets menu. 2. Enter the Line Directory Number (DN) of the KSU line to be configured. 3. Select Handsfree in the Capabilities menu. 4. Set Handsfree to Auto. 7

8 Meridian Norstar Programming For Voice Mail Ports Only (CICS, DR1 T1) D. Transfer To set the Transfer key: 1. Substitute a Nortel M7310 telephone set for the port. Take the line cord, still attached to the Norstar station port designated as a voice mail port extension, and insert it into the M7310 telephone set. 2. Press Feature * Press Key 03. (See Figure 1-1) 4. Enter Feature 70. (Transfer) 5. Press Feature * 0 and Key 03 to verify the reprogramming of this key. E. Line Assignment (parameter in Line Access option) To remove the Line Assignment: Select Terminals and Sets menu. 1. Enter the Line Directory Number (DN) of the KSU line to be configured. 2. Select Line Access in the Terminals and Sets menu. 3. Skip through the menu to Line Assignment and select "Unassigned" for all lines. 8

9 Meridian Norstar Programming For Voice Mail Ports Only (CICS, DR1 T1) F. Call Forward on Busy & Forward No Answer To set the Call Forward on Busy & Forward No Answer parameters: Select Terminals and Sets menu. 1. Enter the set number to be configured. 2. Select Capabilities in the Terminals and Sets menu. 3. Select Set Abilities in Capabilities menu. 4. Skip through the menu to Forward on Busy and Forward No Answer and change the value to the next AA/VM extension number. 5. Set the Forward Delay to "3". Call Forward Busy/ No Answer the last voice mail port extension to the first voice mail port extension to create a "pseudo" circular hunt group. G. Name To set the Name parameters: Select Terminals and Sets menu. 1. Enter the set number of voice mail port extension. 2. Select Name in the Terminal and Sets menu. 3. Enter in the following names: VIP4001 for the first AA/VM port. VIP4002 for the second AA/VM port. VIP4003 for the third AA/VM port. VIP4004 for the forth AA/VM port. VIP4005 for the fiftth AA/VM port. VIP4006 for the sixth AA/VM port. VIP4007 for the seventh AA/VM port. VIP4008 for the eighth AA/VM port. And so on... 9

10 FIGURE 1-1: M7310 PHONE SET KEY LOCATIONS +))))))))))), +))))))))))), +))))))))))), * #11/#23 * * #7/#19 * * #3/#15 *.)))))))))))-.)))))))))))-.)))))))))))- +))))))))))), +))))))))))), +))))))))))), * #10/#22 * * #6/#18 * * #2/#14 *.)))))))))))-.)))))))))))-.)))))))))))- +))))))))))), +))))))))))), +))))))))))), * #9/#21 * * #5/#17 * * #1/#13 *.)))))))))))-.)))))))))))-.)))))))))))- +))))))))))), +))))))))))), +))))))))))), * #8/#20 * * #4/#16 * * #0/#12 *.)))))))))))-.)))))))))))-.)))))))))))- $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $ +))))))))))))))))))))))))))))))))))))))))), $ $ * MAIN DISPLAY * $ $ * * $ $.)))))))))))))))))))))))))))))))))))))))))- $ $ +))))))))), +))))))))), +))))))))), $ $ *Display 0* *Display 1* *Display 2* $ $.)))))))))-.)))))))))-.)))))))))- $ $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ +))))))))))), +))))))))))), +))))))))))), * 09 * * * * 04 *.)))))))))))- * I *.)))))))))))- +))))))))))), * N * +))))))))))), * 08 * * D * * 03 * Transfer.)))))))))))- * I *.)))))))))))- +))))))))))), * C * +))))))))))), * 07 * * A * * 02 * Intercom.)))))))))))- * T *.)))))))))))- +))))))))))), * O * +))))))))))), * 06 * * R * * 01 * Intercom.)))))))))))- * S *.)))))))))))- +))))))))))), * * +))))))))))), * 05 * * * * 00 * Handsfree.)))))))))))-.)))))))))))-.)))))))))))- /Mute NOTE: After performing all of the recommended Norstar settings, use the Norstar "Feature*0" function to verify that the physical set buttons on each voice port (DN) of your Norstar KSU are set accordingly as in Figure 1-1. Then, Call Forward Busy/No Answer all physical phone extensions with voice mail to the first voice mail port extension number. 10

11 Table 1-1: Programmable Key Requirements Digit String Key Feature Description <ESC>K0 Key 00 Handsfree/Mute <ESC>K1 Key 01 Intercom <ESC>K2 Key 02 Intercom <ESC>K3 Key 03 Transfer <ESC>K4 Key 04 <ESC>K5 Key 05 <ESC>K6 Key 06 <ESC>K7 Key 07 <ESC>K8 Key 08 <ESC>K9 Key 09 <ESC>KA Dialpad 0 <ESC>KB Dialpad 1 <ESC>KC Dialpad 2 <ESC>KD Dialpad 3 <ESC>KE Dialpad 4 <ESC>KF Dialpad 5 <ESC>KG Dialpad 6 <ESC>KH Dialpad 7 <ESC>KI Dialpad 8 <ESC>KJ Dialpad 9 <ESC>KK Dialpad * <ESC>KL Dialpad # <ESC>KM <ESC>KN <ESC>KO Release Feature Hold <ESC>KP Display button #0 <ESC>KQ Display button #1 <ESC>KR Display button #2 <ESC>KS Memory button #0 <ESC>KT Memory button #1 <ESC>KU Memory button #2 <ESC>KV Memory button #3 <ESC>KW Memory button #4 <ESC>KX Memory button #5 <ESC>KY Memory button #6 <ESC>KZ Memory button #7 <ESC>Ka Memory button #8 <ESC>Kb Memory button #9 <ESC>Kc Memory button #10 <ESC>Kd Memory button #11 Note: <ESC> is the ESC button on your keyboard. 11

12 Table 1-1: Programmable Key Requirements (Cont'd) Digit String Key Feature Description <ESC>Ke Memory button #12 (Shift button #0) <ESC>Kf Memory button #13 (Shift button #1) <ESC>Kg Memory button #14 (Shift button #2) <ESC>Kh Memory button #15 (Shift button #3) <ESC>Ki Memory button #16 (Shift button #4) <ESC>Kj Memory button #17 (Shift button #5) <ESC>Kk Memory button #18 (Shift button #6) <ESC>Kl Memory button #19 (Shift button #7) <ESC>Km Memory button #20 (Shift button #8) <ESC>Kn Memory button #21 (Shift button #9) <ESC>Ko Memory button #22 (Shift button #10) <ESC>Kp Memory button #23 (Shift button #11) Note: <ESC> is the ESC button on your keyboard. 12

13 Table 2-1: Norstar Features List Background Music Feature 86 Button Inquiry Feature 0 Call Park Feature 74 Call Pickup Feature 75 Call Timer Feature 77 Call Queuing Feature 801 Camp On Feature 82 Conference/Transfer Feature 3 Contrast Adjustment Feature *7 Display Call Information Feature 811 Direct Pickup Feature 76 Do Not Disturb Feature 85 Exclusive Hold Feature Hold Forward Feature 4 Group Pickup Feature 75 Last Number Redial Feature 5 Line Rediection Feature 84 Link Feature 71 Long Tones Feature 808 Message - Send Feature 1 Page Feature 60 Paging Shortcut (Internal) Feature 61 and zone (0 to 6) Paging Shortcut (External) Feature 62 (code 2 has no zones) Paging Shortcut (Combined) Feature 63 and zone (0 to 6) Pause Feature 78 Program External Autodial Feature *1 Program Features Autodial Feature *3 Program Internal Autodial Feature *2 Ring Again Feature 2 Ring Type Feature *6 Ring Volume Feature *80 Show Time Feature 803 Speed Dial Feature 0 Service Mode Feature 87 Trunk Answer Feature 800 Unsupervised Conference Feature 70 Voice Call Feature 66 Voice Call Deny Feature 88 Cancel features Feature + # + code 13

14 Norstar Application Note #1 Initial Setup VoiceGate Voice Mail should be programmed with a value for the following screens: User Setup section (Class of Service - Screen 2 of 4) Call Transfer Mode (0-BNA, 1-BSY, 2-BX): 2 Program Setup section Screen 1 of 5: Screen 2 of 5: User Id Number (2-4 Digits) : User Extension (2-4 Digits) : Call Transfer Dial Code : <ESC>KR,X Call Busy/ NoAns Dial Code: <ESC>K1 Message Waiting Lamp On Dial Code : Message Waiting Lamp Off Dial Code :,<ESC>O,X,<ESC>O,,<ESC>F,X,<ESC>F, Company Setup section Screen 2 of 7: Message Waiting Lamp Line Number: Message Notification Line Number: Last voice mail port Second last voice mail port Screen 3 of 7: First VM Port Ext. (1-9999) : First voice mail port extension number Channel Setup section Screen 1 of 6: Number of Rings to Answer (1-99): 2 14

15 Norstar Application Note #2 Overhead Paging (Post page) The overhead page (post) will page a voice mail user if the caller presses 3 when the personal greeting is playing. VoiceGate Voice Mail should be programmed with a value for the following screens: User Setup section (Class of Service - Screen 2 of 4) Overhead Page Dial Code: Overhead Page Prompt: Overhead Page Type: See Note A (below) E 1 - Post Note A: Refer to Figure 1-1 and select the memory key to use for paging (#0-#23), then look in Table 1-1 for the appropriate digit string for that key. (Eg. <ESC>Ka for memory key #8) Note B: Temporarily replace each voice mail port extension on your Norstar KSU with a M7310 phone set and program the key selected in Note A with the appropriate paging type. Internal Paging Feature 61 and zone (0 to 6) External Paging Feature 62 Combined Paging Feature 63 and zone (0 to 6) Note C: Users that wish to use the post paging feature will have to record in their normal personal greeting message, instructions for the caller to press "3" to page them. Program Setup section Screen 1of 5: Call Hold Dial Code: Call Retrieve Dial Code: <ESC>KO, <ESC>K1 Screen 2 of 5: Page On Hold Duration: 5 Company Setup section Screen 2 of 7: Overhead Page Msg (1-9): 1 15

16 Norstar Application Note #3 Overhead Paging (Pre page) The overhead page (pre) will page a voice mail user (transparent to the caller) before it rings their extension. Note: This feature is only available when calls are processed through the automated attendant. VoiceGate Voice Mail should be programmed with a value for the following screens: User Setup section (Class of Service - Screen 2 of 4) Overhead Page Dial Code: Overhead Page Prompt: Overhead Page Type: See Note A (below) E 0 - Pre Note A: Refer to Figure 1-1 and select the memory key to use for paging (#0-#23), then look in Table 1-1 for the appropriate digit string for that key. (Eg. <ESC>Ka for memory key #8) Note B: Temporarily replace each voice mail port extension on your Norstar KSU with a M7310 phone set and program the key selected in Note A with the appropriate paging type. Program Setup section Screen 1of 5: Internal Paging Feature 61 and zone (0 to 6) External Paging Feature 62 Combined Paging Feature 63 and zone (0 to 6) Call Hold Dial Code: Call Retrieve Dial Code: <ESC>KO, <ESC>K1 Screen 2 of 5: Page On Hold Duration: 5 Company Setup section Screen 2 of 7: Overhead Page Msg. (1-9): 1 16

17 Norstar Application Note #4 Setting Service Modes If VoiceGate Voice Mail is used to answer with the automated attendant feature, it is a good idea to set up the Norstar KSU with different Service Modes to turn on and off the automated attendant. The Service Mode function is good for organizations that only require automated answering at lunch and after business hours, but prefer a live operator to answer all calls during the day. Your Norstar KSU should be set up as follows: Control Telephone: Select the phone that will be used to turn on and off the automated attendant feature. Service Mode 1: Service Mode 2: Program the Norstar KSU to send any incoming line to ring at the operator position. Program the Norstar KSU to send any incoming line to ring at the AA/VM extensions. General Admin Service Modes Control Sets enter line number enter operator extension name 1: Night Manual enter line number Ringing sets 1st voice mail port extension On control set program feature 87 Service Mode Service Mode 3: This mode can be a combination of Service Mode 1 and 2. Service Mode Names: Rename Service Mode 1 to "AA OFF". Rename Service mode 2 to "AA ON". Service Mode Feature Code: Feature 87 For more details on programming the Service Modes, refer to the MODULAR DR5 SYSTEM COORDINATOR GUIDE. 17

18 Live Answer (Operator's extension) Overflow to Auto Attendant (DR 5) Set the DRT to prime at a lower number than the call forward no answer of the operator's extension. Configuration Line Access Operator's set Line assignment Add line Line pool access Enter line pool number: Y Configuration Call handling DRT to prime: Y DRT delay: Should be lower number than Call Forward No Answer of operator's extension Transfer Callback Delay: Should be set to the highest number eg. 12 TRK/ Line Data Enter line number Line data Enter pool number Prime set: 1st voice mail port extension number General Admin Capabilities Set Abilities operator's set Call Forward Busy: None for operator's extension EG. Call Forward No Answer of operator's extension to 1st voice mail port: 6 DRT To Prime: 4 Full Automated attendant (DR 5) Direct all incoming lines to the first voice mail port extension number. Configuration Call Handling DRT to prime: N Configuration TRK/ line data enter line number line data prime set: 1st voice mail port extension number Repeat above steps for all lines wishing to be answered by full automated attendant. 18

19 Norstar Application Note #5 Call Redirect Mode The Call Redirect mode (i.e. trunk to trunk patch) allows VoiceGate Voice Mail to redirect incoming AA calls directed to a voice mail extension (transparent to callers and in real time) to an external number such as cellular phones and off-site locations (i.e. Pre-redirect). Post-redirect transfers calls off-premise when callers press 4" when hearing the user s personal greeting. Program your Norstar ports assigned for voice mail to have access to an outside line pool. VoiceGate Voice Mail should be programmed with a value for the following screens: User Setup section (Class of Service - Screen 2 of 4) Call Redir Transfer (0-BNA,1-BSY,2-BX) - 0 (regular CO s) or 2 (centrex lines) Program Setup section Screen 2 of 5: Call Redir Mode (0-Hold,1-Rls) - 0 Redirect Transfer Dial Code - <ESC>KO<ESC>K2 (or <ESC>KN71, for centrex) Redirect Busy/NoAns Dial Code - <ESC>K1 or <ESC>KM<ESC>K1(non DS Ksu) Redirect Connect Dial Code - <ESC>KN3<ESC>K1 Voice Mail Box Setup Access the user's mailbox by calling the voice mail extension hunt group and set the following in: 3 - Personal Options Menu: 3 - Overhead Page - OFF 4 - Call Forward Mode - ON 5 - Call Redirect Mode - ON 7 - More Options Menu in Personal Options Menu: Select: 2 - Message Notification 3 - Phone List Phone list #5, telephone, time delay=0, waiting time=1 and enter the off-premise number (For centrex transfers, enter a * (pause) at the end of your phone number.) Save the phone list after the phone number is entered by pressing 4. Message notification does not have to be enabled if only the call redirect mode is used. 19

20 Norstar Application Note #6 Busy On Hold The Busy On Hold feature allows VoiceGate Voice Mail to be configured to detect if an extension is busy and allows the external caller to hold, leave a message or enter another extension number. This feature works best with one intercom path on your telephone set. VoiceGate Voice Mail should be programmed with a value for the following screens: User Setup section (Class of Service - Screen 2 of 4) Call Transfer Mode (0-BNA,1-BSY,2-BX) - 1 Program Setup section Screen 1of 5: Call Transfer Dial Code - <ESC>KR,X Call Busy/NoAns Dial Code - <ESC>K1 Channel Setup section Screen 1of 6: Ring No Answer Cycles - 1 Norstar KSU Setup (DR 5) For each Norstar extension that requires the Busy On Hold feature, set the following: Select: Capabilities in the General Administration menu: Call Forward on Busy - None Line Access in the Configuration menu: Intercom Keys

21 Norstar Application Note #7 PROGRAMMING DIRECT INWARD DIAL (DID) LINES ON A NORSTAR Please be sure to have all your target line / station information respectively before proceeding with the following steps. 1) On your VoiceGate Voice Mail system, press CTRL-F10 and "Y" to quit. 2) Type the command EDIT VMAIL.DID, then press Enter. 3) Assign each target line to each DN. i.e. Target line (space) DN Example: 160(space) (space)240 4) When you are done, press ALT-F and select Save to store your changes. 5) Then, press ALT-F and select Exit to escape out of the editor program. 6) Reboot the system by pressing the RESET button, don't press CTRL-ALT-DEL. 21