Avaya BCM Feature Programming Telephone User Manual

Enterprise Edge Feature Programming Telephone Guide

P0908510 Issue 02

Contents

Chapter 1 Getting Started 11

Using this guide 11 Before you start 11 What you’ll need to do programming 11 Understanding the telephone buttons 12

Using the buttons under the display 12 The M7410 Cordless Telephone (CT) 14

Chapter 2 Answering calls 15

Answering incoming calls with Hunt Groups 15 Answering an incoming call 15

Line buttons 15 What line indicators mean 16

Rings you may hear 16 Answering calls at a prime telephone 16 Using a central answering position (CAP) module 17

Customizing your CAP module 17

Monitoring telephones with the CAP module 17 Release button 18 Hearing aid compatibility 18 Viewing information about a call on the display 18

Using Call Information for a particular call 18

Displaying Call Information before or after answering 19

Displaying Call Information for a call on hold 19

Making Call Display information appear automatically at a telephone

Changing which information is shown first about a call 20 Picking up a call ringing at another telephone 20

Answering any ringing telephone using Directed Pickup 20

Answering any ringing telephone using Group Pickup 20

Changing a telephone’s pickup group 21

Trunk Answer 21

Answering a call using Trunk Answer 22

Answer buttons 22 Creating a Conference Call 23

Disconnecting one party 23

Independently holding two calls 24

Putting a conference on hold 24

Removing yourself from a conference 25 Listening to a call as a group 26

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4 Contents

Canceling Group Listening 26 Using Handsfree/Mute 26

Answering calls without lifting the receiver 26

Making calls without lifting the receiver 27

Muting Handsfree 27

Changing a regular call to handsfree 27

Changing a handsfree to a regular call 27

Using Handsfree 27

Changing Handsfree for a telephone 28

Handsfree Answerback 28 Turning Privacy on or off for a call 29

Creating a conference by releasing privacy 29

Making a call private 29 Checking call length using Call Duration Timer 29 Disconnecting by accident 30 Time 30

Chapter 3 Making calls 31

Choosing a line using a line button 32 Line pools 32

Using a line pool to make a call 33

Programming a memory button with a line pool feature code 33 Changing how you dial your calls 34

Using Standard dial 34

Using Automatic dial 34

Using Pre-dial 34 When the internal number you have called is busy 35

Priority Call 35

Making a priority call 35

Giving a telephone the ability to make priority calls 35

Using Ring Again 36

Turning on Ring Again 36

Canceling Ring Again 36

Chapter 4 Time savers for making calls 37

Storing a number on a memory button for Autodial 37

Adding an autodial button 37

Choosing a line for Autodial 37

Using intercom as the line for Autodial 38 Using Last Number Redial 39 Preventing a telephone from using Last Number Redial 39 Using Speed Dial 39 Making a speed dial call 40

Changing and adding System Speed Dials 40

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Adding or changing User Speed Dial 40 Using Saved Number Redial 41

Saving a number 41

Dialing a saved number 42 Preventing a telephone from using Saved Number Redial 42

Chapter 5 Handling many calls at once 43

Using Hold 43

Retrieving a held call 43

Holding automatically 43

Listening on hold 43

Holding a call exclusively 44 Using Call Queuing 44

Chapter 6 Transferring calls 45

Using the transfer feature 45

Transferring a call 45

Transferring external calls 45

Canceling a transfer 46 Using Camp-on 47 Parking a call 48

Retrieving a parked call 48

Using Call Park 48 Using Callback 50

Contents 5

Chapter 7 Forwarding your calls 51

Forwarding your calls to another telephone 51

Canceling Call Forward 51

Using Call Forward at your telephone 51

Overriding Call Forward 52

Changing the automatic Call Forward settings for a telephone 52

Changing Forward no answer 52

Changing the delay before a call is forwarded 52

Forward on busy 52

DND on Busy 53

Call Forward and voice mail 53 Line Redirection 54

Turning on Line Redirection 54

Canceling Line Redirection 55

Allowing a telephone to redirect calls 55

Turning the redirect ring for a telephone on or off 55

How Line Redirection is different from Call Forward 57

Using Line Redirection 57

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6 Contents

Chapter 8 Communicating in the office 59

Paging 59

Making a page announcement 59

Activating and deactivating the ability to page 59

Creating page zones 60

Using Page with external paging equipment 61 Sending messages 61

Sending a message 61

Canceling a message you have sent 62 Viewing your messages 62

Replying to a message 62

Replying to a message using an analog telephone connected to an

ASM 63 Removing items from your message list 63 Removing items from your message list using an analog telephone

connected to an ASM 64 V iewing messages you have sent 64

Using Voice Call 65

Making a Voice Call 65 Muting Voice Call tones 65 Answering a Voice Call without touching your telephone 65 Preventing Voice Calls to your telephone using Voice Call Deny 66 Canceling Voice Call Deny 66

Chapter 9 Tracking your incoming calls 67

Using Call Log 67

Call Log options 68 Logging a call manually 68 Deleting old log items 68 V iewing your Call Log 68 Viewing a Call Log item 69 Erasing log items 69 Making a call using Call Log 69 Creating a password to your Call Log 70 Changing your Call Log password 70 Deleting an assigned password 70 Programming a telephone to log calls automatically 71

Using voice mail 72

Chapter 10 Customizing your telephone 73

Finding out what a button does using Button Inquiry 73 Making the display darker or lighter using Contrast adjustment 73 Changing the language on the display 74

English 74 French 74

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Spanish 74

Programming a feature code onto a memory button 74

Programming feature buttons 74 Erasing a feature button 75

Applying button cap labels 76

Types of button caps 76

Identifying the telephones 76 Enterprise Edge default button assignments 77 Rules of default button assignment 77

M7310 telephone button defaults 78 M7324 telephone button defaults 79 M7100 telephone button defaults 79

Moving line buttons 79 Changing the type of ring 80 Adjusting the Ring volume 80 Hiding the message or calls indication 81

Restoring the messages and calls indication 81

Contents 7

Chapter 11 Hunt Groups 83

Members of the group 84 Distribution mode 84

Chapter 12 Telephone features 85

Installing Enterprise Edge telephones 85 Naming a telephone or a line 86 Moving telephones 87 Stopping calls from ringing at your telephone using Do Not Disturb

(DND) 87

Stopping calls 87 Refusing to answer a call 87 Canceling Do Not Disturb 87 Using Do Not Disturb 88

Using Background Music 88

Turning Background Music off 88

Chapter 13 ISDN PRI 89

Benefits 89 ISDN PRI features 89

Network Name Display for PRI 89 Name and number blocking for PRI 90 Emergency 911 Dialing 90 2-way DID 90 Call by Call service selection for PRI 91

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Dialing Plan and PRI 91

Service provider features 92

Call Forward 92 Canceling Call Forward 92 Calling the number your calls are forwarded to 92 Automatic Call Back 92 Automatic Recall 93

ISDN applications for PRI 93

V ideoconferencing and video telephony 93 Desktop conferencing 93 File transfer 93 Telecommuting 93 Group 4 fax 93 Remote LAN access 93 Leased line backup 93 LAN to LAN bridging 94 Internet and database access 94

Chapter 14 Using System features 95

Using alternate or scheduled services 95

Preventing certain calls from being made 95 Making additional telephones ring 95 Changing the lines used by outgoing calls 95

Turning Services on and off 95 Turning Services on and off using feature codes 96

Viewing the active Services from a two-line display telephone 96 Viewing the active Services from a one-line display telephone 97

User passwords 98

Registration password 98 Clearing a Call Log password 98

Using special telephones 98

Direct-dial 98 Changing the direct-dial telephone assignments 99 Hotline 99 Bypassing a Hotline 99 Making a telephone a hotline telephone 99 Control telephone 100

Using Set lock 100 Changing Set Lock programming for a telephone 100 Using an auxiliary ringer 101

Turning the auxiliary ringer for a telephone on or off 101

Using Host System dialing signals 101

Link 101 Preventing a telephone from using Link 101 Pause 102

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Long Tones 102 Programmed Release 102 Run/Stop 103 Wait for Dial Tone 103 Using pulse dialing for a call 103

Using your Enterprise Edge system from an external location 103

Controlling access to your Enterprise Edge system 104

Direct inward system access (DISA) 104

Class of Service (COS) 104 Maintaining security 105 Accessing Enterprise Edge remotely over the public network 105

Tones 105 Using Class of Service (COS) passwords 106

Changing your Class of Service 106

Chapter 15 General System features 107

Pulse or tone dialing 107 Disconnect supervision 107 Hunt Groups 107 Internal numbers 107 Line assignment 107 Target line 108 Line pools 108 Overflow call routing 108 M7100 telephone 109

Memory buttons 109 One-line display 109 Prime line 110 Private lines 110 Volume bar 110 Wall mounting 110

Contents 9

Chapter 16 Hospitality Services 111

Alarm time (AL) feature 111 Hospitality Services admin alarm feature 113 Room occupancy (RO) 114 Room condition (RC) 114 Hospitality programming 116

Chapter 17 Companion Features 117

Using your portable telephone 117

Using Enterprise Edge features 118 Using new features 119 Supporting additional features for portables 120

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10 Contents

Chapter 18 Troubleshooting 121

Using the alarm telephone 121 Reporting and recording alarm codes 121 Testing the telephone 121

Testing the telephone display 122 Testing the telephone buttons 122 Testing the speaker in the telephone handset 122 Testing the telephone headset 123 Testing the telephone speaker 123 Testing the power supply to a telephone 123

Chapter 19 Common feature displays 125

Chapter 20 Appendix A: Feature Codes 129

Chapter 21 Index 135

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Getting Started

Your Enterprise Edge telephone system has many powerful features that can be customized to keep up with changes in your workplace.

Using this guide

This guide provides information on personal programming, which is done from the user’s telephone set, such as personal speed dials, transferring a call, and so on.

Before you start

Before you begin programming, plan what changes you want to make. Record the changes so that you have the information at hand. For example, if you are going to program system speed dial numbers, create a record so that you have all the numbers and codes handy once you start programming.

What you’ll need to do programming

Personal programming is done right on your telephone by pressing the ƒ button followed by an activation code. For your convenience, a summary of all the Feature button programming is provided in Appendix A.

System programming is done using the Unified Manager. The Unified Manager is the tool used to program settings for the Ent erprise Edge telephony features, as well as settings for individual telephones and external lines. Multiple levels of programming are accessible through the Unified Manager. You access the Enterprise Edge Unified Manager from your web browser. For more information about navigation and making selections using the Unified Manager, see the Enterprise Edge Programming Operations Guide.

Emergency 911 Dialing

Emergency 911 Dialing is the capability to access a public emergency response system by dialing the digits “9-1-1”

Emergency 911 Dialing

State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary. Consult your local telecom munications service provider regarding compliance with applicable laws and regul ations.

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12 Getting Started

Understanding the telephone buttons

Take a few minutes to study the telephone buttons. The M7324 is different from the M7310 and M7208 in two ways: it does not have dual memory buttons or a shift button.

Dual memory buttons

Shift button

M7310 M7324

Using the buttons under the display

The three display buttons are used for telephone features but what each button does depends on what the display shows. Some display instructions that you may see when making changes on the system are OK,

CHANGE

COPY

. In this guide, display

button instructions are underlined.

Display buttons

Display button

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

M7310

Getting Started 13

Dial pad Used for dialing numbers when you are making calls.

It’s also used for ente ri ng num bers and letters when you’re programming.

Display Shows instructions for everyday calling as well as for

programming.

Display buttons Have a variety of uses. The current use is shown on the

display above each button.

Memory buttons Dial a number or feature code stored on the button.

Dual memory buttons Can store two numbers or feature codes (used with the

shift button).

Shift button Press the shift butto n before a dual memory button to

activate the seco nd number or feature code stored on a dual memory button.

Feature button Allows you to enter a featur e code while using or

programming the tel ephone.

Hold button Puts an active call on hold.

Release button Hangs up an active call or ends programming.

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14 Getting Started

The M7410 Cordless Telephone (CT)

The M7410 CT allows you to move freely around your workspace and still have full access to all your Enterprise Edge system features.

The effective operating radio range in your facility will be dependent upon building construction and the internal layout of the facility. Typically, a dense office environment will yield an effective operating radio range of 125 to 150 feet. Operating radio ranges will be enhanced in more open office environments.

Note:

Note: Up to 15 M7410 CT users can be accommodated on one Enterprise Edge system.

The M7410 CT uses advanced digital technology to provide a quality audio path over a 900 MHz radio link. Establishing calls over a radio link are comparable to wire line communications but expect s mall delays when the handset is brought i nto service from an on-hook position.

The M7410 CT mixes voice and data communications paths together, making it very difficult for anyone to tune in and eavesdrop on conversations. The M7410 CT is equipped with automatic channel scanning capabilities. The M7410 CT automatically searches for a new channel when interference is detected.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Answering calls

Answering incoming calls with Hunt Groups

Your Enterprise Edge system allows you to establish Hunt Groups in your system. Hunt Groups are a group of Enterprise Edge 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 on Hunt Groups see the

Operations Guide

Answering an incoming call

There are three indications of an incoming call: ringing, a line butt on 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 32 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.

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 telephone has two intercom paths which are used instead of line buttons to answer and make calls. Each M7100 can be assigned two lines. You can press

˙ to switch between two calls, one active and one on hold.

Enterprise Edge Programming

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16 Answering calls

What line indicators mean

Flashing on and off for

equal lengths of time Flashing on and off

more quickly Flashing on for longer

than off On, not flashing You are connected to t he call on that

Off The line is free.

There is an incomin g call on the line.

You have placed a call on hold.

Someone else has put a call on hold on that line.

line or the line i s in use elsewhere.

Rings you may hear

A double beep every ten seconds

A long single ring There is an external call on the line for you. A shorter double ring There is an int ernal call on t he line for you or

A brief single ri ng A cal l is being redirected on one of your

Three beeps descendi ng in t one

A call has been camped to your telephone.

a call is being transferred to you.

redirect ed li nes. You cannot answer this call.

You are receivi ng a pri ority call.

Answering calls at a prime telephone

Each line in an Enterprise Edge 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

Line061 callback CALLBACK

Line061 to prime

The person at t elephone 221 has for ward ed a call to you using Do Not Disturb.

The system has transferred a call to you from a telephone with Do Not Distu rb turned on.

Nobody answered thi s call so the system transferr ed it to you.

Someone has camped, par ked or transferr ed a call on line 061, but no one has answered it. Press button to connec t to t he call.

There is no tel ephone that can receive a call on line 061 so the system has transfer red it to you.

CALLBACK

or the line

Line002>Line052

For other displays, see Common feature displays on page 125.

The call comin g in on li ne 002 was i ntended for target line 052. Line 052 is busy so the call has come to you.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Using a central answering position (CAP) module

A central answering position (CAP) is an Enterprise Edge M7324 telephone and a CAP module that your installer or customer service representative programmed as a CAP. You can have five CAPs connected to an Enterprise Edge telephone. 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 l ine buttons. You can connect one or two Enterprise Edge CAP modules to the telephone to increase the number of lines it can handle.

Answering calls 17

When a CAP module is first plugged into your telephone, some of the module buttons are already programmed to dial an internal number.

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 ƒ•°⁄. See Moving line buttons on page 79.

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 37 and

Customizing your telephone on page 73 for information on programming memory

buttons. Buttons on a CAP module cannot be assigned as answer buttons.

Monitoring te lep h o n e s with th e CA P mod ule

The indicators ˆ beside internal autodial buttons on your CAP module show the status of Enterprise Edge telephones.

The indicator is on when the telephone has:

• an active call

• Do Not Disturb turned on

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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.

Release button

Pressing ® ends a call. You do not have to put the receiver down. ® also ends feature programming.

While you are on a call, do not press ® to end a feature you are using. If you do, you disconnect the call. Use ƒ instead.

Hearing aid compatibility

The receivers on all Enterprise Edge telephones are compatible with hearing aids as defined in the FCC rules, Part 68, section 68. 316. Not all hearing aids are optimized for use with a telephone.

Viewing information about a call on the display

If you subscribe to Call Display services from your local telephone company, one line of information about an external caller is displayed after you answer. Depending on the setting and the external information available, either the caller’s name or telephone number is displayed.

When you transfer an external call to another E nterprise Edge user, this information is displayed on the recipient’s telephone.

Call Display information becomes available between the first and second ring of an incoming call. If you answer before the Call Display information is available on your display, and you press ƒ°⁄⁄, you see only the line number or line name.

To use logging features with Call Display, see Using Call Log on page 67.

Using Call Information for a particular call

ƒ°⁄⁄

Call Information allows you to see information about incoming calls. This information is more detailed than the Call Display information you can receive automatically. For external calls, you can display the caller’s name, telephone number, and the line name. For an internal call, you can display the caller’s name and their internal number. You can see information for ringing, answered, or held calls.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Answering calls 19

Call Information is available for calls even if they have been transferred, forwarded or rerouted in some way.

Names and numbers for external calls are displayed only if you have s ubscribed to Call Display services from your telephone company.

Tip

Call Log displays the same information as Call Information, along with the date and time of the call, and the number of times the caller cal led.

Displaying Call Information before or after answering

To find out who is calling or to display information about your current call:

1. Press ƒ°⁄⁄.

2. Press £ or VIEW to display more information about an external call.

Displaying Call Information for a call on hold

1. Press ƒ°⁄⁄. The display reads ˆSelect a call.

2. Select the line on hold. Information about the call is displayed.

3. Press £ or VIEW to display more information about an external call.

Tip

If your telephone automa tically displays Cal l Display information for a call , you still need to press to display more information about the call.

ƒ°⁄⁄

before you can press £ or

Making Call Display information appear automatically at a telephone

Each telephone that rings for an external line can display Call Display information for that line. After the call is answered, Call Display information is always shown at the telephone that answered the call. Your installer or customer service representative can program telephones to have automatic Call Display.

VIEW

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20 Answering calls

Changin g w h ic h in f or m ation is shown fi rst about a call

Depending on the services you subscribe to, Call Display information may contain up to three parts: the name of the caller, the number of the caller, and the name of the line in your Enterprise Edge system that the call is on. For each telephone, you can determine which information is displayed first.

You may see Unknown name

Unknown number

on the display if the information is not

available from your telephone company. You may see

Private number

on the display if the caller blocks that information.

You need to start a Unified Manager session to program this feature. For more information about programming using the Unified Manager, see the

Edge Programming Operations Guide

Picking up a call ringing at another telephone

You can pick up a call ringing at another telephone by using Directed Pickup or Group Pickup.

Answering any ringing telephone using Directed Pickup

ƒ‡ﬂ

You can answer any telephone that is ringing in your Enterprise Edge system.

1. Press ƒ‡ﬂ.

2. Enter the internal number of the ringing telephone. Call Pickup cannot be used to answer private lines.

Private name or

Enterprise

To use Call Pickup (Directed Pickup), the telephone must be ringing. If, for example, the auxiliary ringer is ringing, but the call is not ringing at a telephone, the call cannot be answered using Directed Pickup. It must be answered normally at a telephone that has a flashing indicator f or the call, or by using Trunk Answer. You can answer a call that is ringing because someone has transferred the call to a telephone and the call is ringing on an intercom button.

Tip

Directed pickup ca n retrieve calls that are ringing on an Answer DN. While you may enter the internal number of t he telephone you hear ri nging, it may be calls from another telephone you are answering.

Answering any ringing telephone using Group Pickup

ƒ‡ﬁ

Your Enterprise Edge system can be divided into nine pickup groups. If you are a member of a pickup group, you can pick up a call that is ringing at any telephone in your pickup group.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Answering calls 21

Press ƒ‡ﬁ. Group Pickup cannot be used to retrieve a camped call. If there is more than one incoming call at a telephone in a pickup group, a call

ringing on an external line is answered first followed by calls on the prime line and, finally, calls on internal lines.

Tip

A Hunt Group call ringing at an Enterprise Edge set DN that is also a member of a call pickup group can be picked up by any Enterprise Edge set in that call pickup group. For more information on Hunt Groups see Hunt Groups

83.

Changing a telephone’s pickup group

Telephones can be put into and taken out of pickup groups. You need to start a Unified Manager session to program this feature. For more

information about programming using the Unified Manager, see the Enterprise Edge Programming Operations Guide.

on page

Displays

Already joined

Pickup denied

Pickup:

You are already connected to the telephone that made the call you ar e try ing to pick up . T his can happen if y ou are on a call to a co-worker, your co-worker dials the number of a telephone i n your pi cku p group, and yo u attempt to pi ck up that call.

There is no call that you can pick up or the call that was ringing has already been answered.

You have tried to pick up a call on someone else’s private line.

Enter the internal number of the telephone that is ringing. (You may use an internal autodial button to do this.)

If you decide not to answer a ringing call after you have activated Directed Pickup, press

ƒ.

Trunk Answer

ƒ°‚‚

The Trunk Answer feature allows you to answer a ringing call anywhere in the system from any telephone in the system. The line you are answering does not have to appear or ring at the telephone you are using.

Trunk Answer works only with calls that are ringing on lines for which a Ringing Service schedule is active and if Trunk Answer is enabled by your installer or customer service representative.

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22 Answering calls

Answering a call using Trunk Answer

Press ƒ°‚‚.

Tip

If there is more than one incomin g call on lines in a Ringing Service, the Trunk Answer feature pic ks up the external call that has been ringing the longest.

Displays

Line denied

Pickup denied

You have tried t o pick up a cal l on someone else’s private line.

The call that is ringing is on a line that is not in a Ringing Service.

Answer buttons

You can use an Answer button to monitor calls on another person’s telephone. All calls to the monitored Enterprise Edge telephone appear on the Answer button.

Answer buttons are useful for attendants who monitor incoming calls for one or several other people. For example, a secretary may have appearances for three different bosses on her answer buttons. Once a call for boss A is answered by the secretary, the appearance stops at that boss’ set. This allows for another (simultaneous) call to come in on the same line. The same is true for boss B and boss C. When incoming call traffic becomes high, the calls can then be routed to a Hunt Group to optimize call handling. For more information on Hunt Groups see

Hunt Groups on page 83.

The Answer button setting in Feature settings programming allows you to determine what types of calls alert at the telephone. Your choices are: Basic, Enhanced and Extended.

See the Enterprise Edge Programming Operations Guide for more inform ation on programming Answer buttons.

M7100 telephones cannot be assigned Answer buttons to monitor other sets, but they can be monitored.

You cannot make calls using Answer buttons.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

If more than one call is ringing at someone’s telephone, the first call appears on the attendant’s Answer button. Any subsequent calls appear on intercom buttons, if they are available.

Tip

More than one attendant may have an Answer button for a single telephone. This allows two or more attendants to handle calls for a busy person.

Each telephone can handle calls for up to eight other people using a separate Answer button for each person.

Creating a Conference Call

ƒ‹

You can talk to two people at once.

1. Make sure you have two calls, one active and one on hold.

2. Press ƒ‹.

Answering calls 23

3. Press the appropriate button to retrieve the held call (this is automatic on the M7100 telephone).

You can create a conference when you are on a call.

1. Make a second call.

2. Press ƒ‹.

3. Press the button where the first call is on hold to create a conference.

Only the person who established the conference can process the conference by using the procedures described in this section.

Tip

You can create a confer ence by rel easing privacy on a call. See Turning

Privacy on or off for a call on page 29.

Disconnecting one party

You can disconnect one party from a conference and continue talking to the other. On a M7208, M7310 or M7324 telephone:

1. Press the line button of the call that you want to disconnect. The call that you want to keep is automatically put on hold.

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24 Answering calls

2. Press ®. The call is disconnected.

3. Press the line button of the held call to speak to the remaining person.

On a M7100 telephone:

1. Press ƒ£‹, to place one caller on hold. Press ˙ again, to put the caller you want to keep on hold.

2. Press ®. The call is disconnected.

3. Press ˙ to speak to the remaining party.

Independently holding two calls

For all Enterprise Edge telephones except the M7100 telephone, you can put the two people in a conference call on hold independently so that they cannot talk to each other.

1. Press the line button of one person. The other person is automatically put on hold.

2. Press ˙. The second person is put on hold.

You can re-establish the conference.

3. Take one call off hold.

4. Press ƒ‹.

5. Take the other call off hold.

Putting a conference on hold

You can put a conference on hold, allowing the other two people to continue speaking to each other by pressing ˙.

You can reconnect to the conference by pressing either of the held line buttons. For the M7100 telephone, press ˙.

Splitting a conference

You can talk with one person while the other person is on hold. On a M7208, M7310 or M7324 telephone

• Press the line button of the person to whom you want t o speak. The other person is automatically put on hold.

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Answering calls 25

On a M7100 telephone:

1. Press ƒ£‹. The first party is on hold.

2. Press ˙, if necessary, to switch parties.

You can re-establish the conference.

3. Press ƒ‹.

4. Take the held call off hold. This is not necessary for the M7100 telephone.

Removing yourself from a conference

ƒ‡‚

You can remove yourself from a conference, and connect the other two callers through your Enterprise Edge system.

Enter the Transfer feature code ƒ‡‚. When you remove yourself from a conference using the Transfer feature, and both

callers are from outside your system, one of the callers must have called you on a disconnect supervised line, or the call is be disconnected.

Displays

3 parties only

Conf. on hold

Conference busy

Line001 221 TRANSFER

Press held line

For other displays, see Common feature displays on page 125.

You are tryi ng to add a fourt h part y to y our confer ence call, or to joi n two conferences together. Release one call from the conference before adding another, or keep the two confer ences separate.

You have put a conference call on hold.

You have tried to make a conf erence call, but your system is already handling its maximu m numb er of conference calls.

You are on a conference wi th the two lines or telephones shown. You can drop out of the conference and leave the other two parties connected (Unsupervised Conference) by pressing entering the Transfer feature code.

You have activated the Conference feature with one call active and another on hold. Press the line of the call on hold to bring that person into the conference.

TRANSFER

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26 Answering calls

Listening to a call as a group

ƒ°‚¤

To allow people in your office to listen in on a call using Group Listening, press

ƒ°‚¤.

You hear the caller’s voice through your telephone’s speaker. Continue to speak to the caller through the telephone receiver. Your telephone’s microphone is off, so the caller does not hear people in your office.

Canceling Group Listening

ƒ£°‚¤

Group Listening is canceled automatically when you hang up or when you press

ƒ£°‚¤.

Tip

Keep the receiver away from the speaker, or you may hear feedback. The higher the volume, the more the feedback. Press ® to prevent feedback when hanging up.

Using Handsfree/Mute

The ability to use Handsfree must be turned on or off for each telephone. The type of Handsfree can be changed. See Changing Handsfree for a telephone on page 28.

You must turn on Handsfree for a telephone to be able to use a headset.

Answering calls without lifting the receiver

1. Press the line button for the ringing call. (This step is not necessary if you have a prime line assigned to your telephone.)

Handsfree is not available for a M7100 telephone.

Tip

Direct your voice toward the telephone. The closer you are to the telephone, the easier it is for the microphone to transmit your voice cle arly to your listener.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Making calls without lifting the receiver

Answering calls 27

1. Press

. (If you don’t have a prime line assigned to your telephone, press a line button.) The telephone’s internal microphone and speaker are automatically turned on.

2. Dial your call.

3. Speak normally.

Muting Handsfree

1. Press

to switch off the telephone microphone so that you can speak privately to someone in your office while you are on a handsfree call.

2. Press

to turn the microphone back on again and continue your handsfree call.

Changing a regular call to handsfree

1. Press

2. Hang up the receiver.

Changing a handsfree to a regular call

Lift the receiver.

Using Handsfree

The indicator next to

is solid when you have Handsfree turned on. It

flashes when you mute the microphone. Wait for your caller to finish speaking before you speak. The microphone and

speaker cannot both be on at once. Your caller’s voice may be cut off if you both speak at the same time. Noises such as a tapping pencil could be loud enough to turn on your microphone and cut off your caller’s speech.

To prevent a possible echo, keep the area around your telephone free of paper and other objects that might screen your microphone. Turning down the microphone’s volume (press the left end of

√

while speaking) prevents echoes. When you change the volume level, both the microphone and speaker volume are adjusted to prevent feedback problems.

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28 Answering calls

Place the telephone so that any unavoidable local noise (such as an air conditioner) is behind it. This limits the amount of disruptive background noise.

Tip

In open-concept environments, use the receive r when handsfree communication is not necessary or when you need privacy during a call. Another option is to use a headset.

Changing Handsfree for a telephone

You can program the type of Handsfree used with each telephone or activate Handsfree Answerback.

You need to start a Unified Manager session to program this feature. For more information about programming using the Unified Manager, see the

Edge Programming Operations Guide

There are three ways to set Handsfree for an individual telephone:

Enterprise

Handsfree:None CHANGE

Handsfree:Auto CHANGE

Handsfree:Std CHANGE

For other displays, see Common feature displays on page 125.

Handsfree is not available to the telephone.

You can make or answer a call witho ut having to pick up the receiver or press ©. The telephone’ s interna l micropho ne and speaker turn on automatical ly when you press a line or intercom button to make or answer a call.

A standard ver sion of Handsfre e desc ribed Us ing

Handsfree/Mut e on page 26.

Both Auto and standard Handsfree allow you to use a headset with an Enterprise Edge telephone.

A Handsfree/Mute button is automatically assigned to a telephone that is programmed with Handsfree and is always located in the lower right-hand corner of the telephone.

Handsfree Answerback

Handsfree Answerback allows you to answer a voice call without lifting the receiver. It is always turned off for a M7100 telephone.

You can turn Handsfree Answerback on or off for a telephone that is programmed to use Handsfree.

You need to start a Unified Manager session to program this feature. For more information about programming using the Unified Manager, see the

Edge Programming Operations Guide

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

Enterprise

Turning Privacy on or off for a call

ƒ°‹

Lines in your system can be configured to have automatic privacy. If a line is not programmed with privacy, anyone with the line assigned to their telephone can join your call by pressing the line button. If a line is programmed with privacy, only one person at a time can use the line.

Privacy control cannot be used on internal or conference calls. When another telephone joins a call, the participants on the call hear a tone, and a

message appears on the Enterprise Edge display. You cannot join a call without this tone being heard.

Creating a conference by releasing privacy

If a line is programmed with privacy, you can turn privacy off to allow another person with the same line to join in your conversation and form a conference. All the rules applicable to a conference apply except there is only one line in use, instead of the normal two. This means that you cannot split a conference set up using Privacy.

Answering calls 29

1. Press ƒ°‹.

2. Tell the other person to press the line button and join your conversation.

Only two Enterprise Edge telephones in addition to the external caller can take part in this kind of conference.

Making a call private

If a line is programmed not to have privacy, you can turn privacy on for a call, preventing other people with the same line from joining your conversation.

Press ƒ°‹.

Checking call length using Call Duration Timer

ƒ‡‡

By pressing ƒ‡‡, you can see how long you spent on your last call, or how long you have been on your present call.

Displays

221 02:47

The display shows t he last call you made, or the current call, and the t otal elapsed time in minutes and seconds.

Line061 01:45

P0908510 Issue 02 Enterprise Edge Feature Programming Telephone Guide

You parked your last call. The display shows the length of time t he call was p arked. You cannot s ee the length of time a c all was par ked unless t he call is active at your telephone or has just been released by your telephone.

30 Answering calls

Disconnecting by accident

If you accidentally drop the receiver back into the telephone cradle while answering a call, you can quickly retrieve the call.

Time

Press ƒ°‚‹ to display the current date and time while you are on a call.

Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 02

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