Avaya Business Communications Manager User Manual

N0004978 01 March 11, 2005

Business Communications Manager

Telephony Features Handbook

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

N0004978 01

Using telephone features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Programming feature access through the Unified Manager . . . . . . . . . . . . . . . . . . . . . 9

System feature control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Individual telephone feature programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Answer DN answer restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Telephone programming access constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Telephone model feature access constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

System telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Telephone features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Telephone display and display keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Buttons with indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

System ring indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Programming memory buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Setting up your telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Testing your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Answering calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using handsfree and mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Other call answer features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Managing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Handling busy tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Protecting your call privacy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Conference calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Private and public messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Monitoring Hunt Group calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Hospitality services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Scheduling services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Call display services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Analog telephone feature access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

IP telephone-specific features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Digital phone 7000 ring tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Handsfree/mute tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Display prompts and messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Common display prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Viewing active services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Call log prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Report and record alarm codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Telephony Features Handbook

4 Contents

Relocating telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Moving digital telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Moving Nortel 200X IP telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

User card list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

N0004978 01

List of features

Programming memory buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Button Inquiry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Configure memory button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Erase memory button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Run/Stop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Adding external call features to a dial sequence . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Link. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Setting up your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Contrast adjustment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Dialing modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Long Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Pause . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Wait for dial tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Language Choice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Moving line buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Moving line buttons

(WLAN handsets only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Receiver volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Ring type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Testing your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Handset speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Power supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Buttons and dial pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Ring volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Static time and date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Answering calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Using handsfree and mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Other call answer features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Accidental disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Answer DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Call Pickup - directed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Call Pickup - group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Group Listening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Trunk Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Managing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Call Forward. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Call Park. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Call Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Telephony Features Handbook

6 List of features

Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Line Redirection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

System-wide call appearances (SWCA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Voice Mail DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Answer DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Auto Dial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Class of service password (COS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Destination code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Last Number Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Line pools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Name and number blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Saved Number Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Speed Dial (making a call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Voice call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Voice call deny . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Handling busy tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Ring Again . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Priority Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Private or public messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Dial during active call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Protecting your call privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Name and number blocking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Conference calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Private and public messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Auto hold on incoming page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Monitoring Hunt Group calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Scheduling services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Service Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Ringing service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Restriction services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Call display services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Alpha tagging (passive CLID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Auto bumping (call logs). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Call Display Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Routing services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Call Duration Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Logit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

N0004978 01

List of features 7

Analog telephone feature access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Time and date (static display) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Time and date (active call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

MCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

IP telephone-specific features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Features display menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Time zone adjust . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Hot desking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Telephony Features Handbook

8 List of features

N0004978 01

Using telephone features

This Telephony Features Handbook describes the call features for telephones connected to a Business Communications Manager system, if the feature has been allowed during programming and if the telephone model supports the feature.

This book is intended primarily for users who are required to administer the telephones in the system, once they are set up and configured. The information in this book will help you understand how to control feature access and assignment and how to use each feature. Interoperability issues between features is also highlighted in the book.

This guide also includes information about the telephone models you can use on the system, and notes special cases, such as the 7000 and 7100 digital phones, which do not have line, intercom, handsfree, or mute buttons.

Display prompts that you may receive during telephone operation are included in this book under

“Display prompts and messages” on page 46.

Instructions are also included that explain how to move digital or IP telephones and retain the programming and call features under “Relocating telephones” on page 65.

Using telephone features 9

Refer also to the Telephone Feature User Guide which provides concise information about how to use system features. It can be printed from the file on the Business Communications Manager documentation CD and distributed to your system users.

Detailed feature programming for telephone records is contained in the Business Communications Manager Programming Operations Guide. IP telephones and portable handsets each have a separate installation document that describes how to install the telephone and ensure that the Unified Manager recognizes it.

Programming feature access through the Unified Manager

There are several areas in the Unified Manager where you can define the features and access parameters for the users.

There are two levels of feature enable/disable parameters:

• System feature programming determines how a feature acts for all telephones in the system, if the telephone allows the feature.

• Set programming determines which features are enabled at each telephone, or how a feature will work at an individual telephone.

Some features can be activated or changed at the telephone by the user. You may want to restrict certain types of programming at some telephones (Set Lock). “Telephone programming access

constraints” on page 15 describes the three levels of restriction and what features are locked out or

allowed at each level.

Programming note: Your password is configured and assigned by the system administrator. If you have not been assigned an Administration-level password, some of this programming may not be visible to you.

Telephony Features Handbook

10 Using telephone features

System feature control

The following table describes the Unified Manager headings that allow/disallow system-wide features.

Feature description Programming/related feature(s)

Access programming:

• what numbers will be recognized by the system as legitimate dialing sequences

• what services are available on the lines used to make or receive calls

• which restriction filters will be available Restriction filters

• what time of the day or week services are available or blocked

• what name will display to someone receiving a call from you

Answering calls

• whether the receiver volume is determined by the system default setting or by the telephone default setting. Note: Handsfree volume always returns to the default setting on the telephone.

• what type of calls rings for assigned Answer DNs General settings, Feature settings (Answer keys)

• how many numbers an incoming call must match with a system speed dial number to allow name display at the receiving telephone

• whether users can pick up calls directed at other telephones in specified ring group

• how much space you have in your call log to record incoming calls

Managing calls:

• call park codes and assignment order General settings, Access codes and Feature settings

• how system-wide call appearance (SWCA) keys are assigned. Use Button programming to assign them.

• what a caller hears, if anything, if you put them on hold

• whether background music is available for held calls General settings, Feature settings (Background music

• hunt groups: where users are assigned, what order they receive calls, on which lines the calls occur

• how many times the telephone rings before a call is transferred to voice mail or to the prime telephone

• whether the telephone alerts that there is a forgotten call on hold

General settings, Feature settings (Receiver volume)

Answer DN answer restrictions on page 14

General settings, Feature settings (CLID match)

Alpha tagging (passive CLID) on page 41

General settings, Feature settings (Directed pickup)

Call Pickup - directed on page 27

General settings, Feature settings (Call log space)

(Park mode) Call Park on page 28

General settings, Feature settings (SWCA controls)

System-wide call appearances (SWCA) on page 29

General settings, Feature settings (On hold)

“Background Music” on page 22

“Monitoring Hunt Group calls” on page 39

General settings, Features (Delayed ring transfer)

General settings, Features (Held Line Reminder)

General settings

Dialing plan and Access codes

Lines, Loops

Scheduled Services

Service Schedules on page 40

General settings

Receiver volume on page 23

Call Log on page 42

Hold on page 28

Hunt groups

Transfer on page 30

Hold on page 28

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Using telephone features 11

Feature description Programming/related feature(s)

• how long a call remains camped before alerting the originating telephone

• how long a call remains parked before alerting at the originating telephone

• how long a page holds on a telephone before dropping

• whether users receive a tone before a Page occurs General settings, Features (Page tone)

Making calls:

• how many system speed dials are available General settings, Feature settings

• what numbers can be dialed with a two- or three-digit code after the speed dial feature code

• what number gets dialed to reach a remote voice mail system

• whether you can dial feature codes while you are on an active call or a conference call

• how many times a number called with the callback feature rings before transferring

Special telephones and telephone services:

• which telephone is designated as the alarm set General settings, Feature settings (Alarm set)

• what system or external telephones are designated as direct dial sets, and what number reaches these telephones

• which telephones with attached CAP or KIM modules are designated as enhanced CAPs

• how silent monitor will be used on the system, by how many users, and what password will allow supervision to occur

• if you have a service business, hospitality services allows you to set up three types of telephones and various levels of access.

• whether the programming for a telephone follows a telephone when it is moved somewhere else within the system (digital telephones)

• IP terminals: what labels appear for features on the display

Remote access:

• what sequence of digits the system is recognized as a legitimate call from a remote system user

• which line pools allow remote access General settings, Remote access packages

• which passwords the system recognizes as legitimate remote access calls

Telco features, Voice Message center number

General settings, Direct dial/Access codes

Monitoring Hunt Group calls on page 39

General settings, Feature settings (Set relocation)

General settings, Nortel IP terminals (Feature labels)

General settings, Timers

Camp-on on page 28

General settings, Timers

Call Park on page 28

General settings, Timers

Page on page 38

(Maximum System Speed Dials)

System speed dials

Speed Dial (making a call) on page 32

General settings, Feature settings (Force auto/spd dial over ic/conf)

Conference on page 36

General settings, Timers

“Ring Again” on page 34

CAP/KIM assignment

General settings, Silent monitor

Hospitality

Moving digital telephones on page 65

General settings, Access codes

General settings, COS passwords

Telephony Features Handbook

12 Using telephone features

Individual telephone feature programming

This table describes programming for each telephone (DN) record. Not all models of telephones have all features. For the most part, if the feature is not applicable, it does not appear within the DN record for that telephone. If the setting does appear, but it has no effect on the telephone, any changes will be ignored.

Programming (DN XXX) and

Do you want the telephone . . .

Access programming:

• to have a call log password General, Call Log on page 42

• to have access to lines and line pools, including how individual lines appear on the display line buttons.

• to choose a specific line or function over which to send outgoing calls that are not dialed with a line pool or destination code

• to have more or less than two assigned intercom keys

• to display a specific number display at the receiving call telephone

• to display the name, phone #, or line # for an incoming call

• to automatically display the incoming caller ID

related feature(s)

Line access

Telco features

Call Display Information on page 41

• to be able to receive short tones

• use an auxiliary ringer (optional, customer-supplied equipment)

• to be able Standard, automatic or pre-dial dialing

• to use which language on the display

• adjust the display contrast (digital/IP telephones only)

• to use a specific type of ring when a call comes in

• to be restricted as to what type of calls/features are allowed at the telephone

• to use restrictions on specific schedules

• have different restrictions on different lines

• to allow call forward to be active on an IP telephone while the telephone is unplugged to be moved

Answering calls

• be able to answer calls and monitor activity of up to eight other telephones

• allow handsfree so users can use a headset or the telephone speaker instead of picking up the handset

• allow users to automatically answer a voice call without lifting the receiver or pressing a line button

• to belong to a pickup group

Capabilities

User preferences

Dialing modes on page 22

Contrast adjustment on page 22

Ring type on page 23

Restrictions

Telephone programming access

constraints on page 15

Service Schedules on page 40

Capabilities

Moving Nortel 200X IP telephones on

page 66

Line access, Answer DNs

Answer DN answer restrictions on

page 14

Capabilities

Using handsfree and mute on page 25

Call Pickup - group on page 27

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Do you want the telephone . . .

Managing calls:

Using telephone features 13

Programming (DN XXX) and related feature(s)

• to allow the user to make priority calls

• to automatically send a Do Not Disturb (DND) message to callers

• to automatically put an active call on hold if the user chooses to answer another incoming call or make a call

• to be able to redirect lines (necessary for call forward and call redirection)

• to ring briefly if a redirected line receives a call

• to automatically put an active call on hold if a page comes through

• to forward incoming calls if the telephone is busy/and or not answered to voice mail or a prime telephone

• to provide system-wide call appearance assignments to telephones that do not have available buttons with indicators

• to log all incoming calls, or only specific types of calls User preferences

Making calls:

• to allow the user to redial the last number answered

• to allow the user to dial the last number saved

• to use the Link key for feature access on remote systems

• to have a page zone

• to allow the user to send pages

• to be able to break into calls on other telephones

• to be able to quickly access features or external or internal autodial numbers

• to access a personal list of speed dials User preferences

Do Not Disturb on page 35

Line Redirection on page 29

System-wide call appearances

Last Number Redial on page 32

Saved Number Redial on page 32

Programming memory buttons on

Speed Dial (making a call) on page 32

Capabilities

Priority Call on page 34

Hold on page 28

Call Forward on page 28

Page on page 38

(SWCA) on page 29

Call Log on page 42

Restrictions

Link on page 21

Capabilities

Page on page 38

User preferences

Button programming

page 21

User speed dials

Special telephones and telephone services:

• to be a telephone that determines what schedules are used General

Service Schedules on page 40

• to be a direct dial set

• to be used to monitor Hunt group calls

• to act as a hotline Capabilities, Hotline

• to provide specific analog functions Capabilities, ATA settings

Telephony Features Handbook

Capabilities

14 Using telephone features

Answer DN answer restrictions

You can determine what type of calls alert at an assigned Answer DN key. This is a system setting, so all Answer DNs will behave the same.

There are three levels, Basic, Enhanced and Extended. If your system supports overflow routing of calls (Hunt groups, for instance.), the setting will be at Enhanced or Extended. On the other hand, if Call Center telephones have assigned Answer DNs, this setting must be set to Basic. Do not change this setting unless you understand the impact on the other telephone groups in your system.

In the table below, the X indicates the type of calls that are handled at Answer DNs for each Answer key level.

Answer DN call response for: Basic Enhanced Extended

Prime set call capture X

Overflow call routing calls X X

Call forwarded calls X

Ringing service calls X

Callbacks X

Blind transferred calls X X

Telephone programming access constraints

The Set lock variable, under Set restrictions in each telephone record assigns programming restrictions to specific telephones.

There are three options:

• You can allow access to all enabled feature programming.

Using telephone features 15

Allow access to program these features:

autodial buttons XX

user speed dial numbers X X

feature buttons XX

moving line buttons X X

changing dialing modes XX

access to Voice Call Deny X X

changing background music XX

using Saved Number Redial X X

Privacy X

Do Not Disturb X

use Ring Again X

use Call Forward all calls X

Send a message X

use Trunk answer X

activate Services X

All other features X X

No restriction Partial Complete

Access restriction

Telephone model feature access constraints

The different styles of telephones also can determine which features can be programmed or used.

• The 7000 and 7100 digital phones and the 2001 IP telephones do not have line or intercom buttons, therefore, any features or lines that require appearance without ringing cannot be assigned to these telephones. You can assign any number of lines to these telephones, but only two lines can be answered at a time. The HOLD button is used to switch between the two active lines.

• The 7000 digital phone does not have a display, which means that none of the display prompts occur to indicate problems with making or receiving a call.

• The 7100 digital phone has a display, but it is only a one-line display. Therefore, when a display prompt requires further actions, which normally requires the use of the display keys on a two-line display telephone, the user must use the dial pad buttons to simulate the display key actions.

Telephony Features Handbook

16 Using telephone features

• Analog telephones connected to an analog station module or to an ATA2 module also have their own way to activate the system features that are available to them. Refer to “Analog telephone

feature access” on page 43. Not that messaging waiting indication for these telephones varies,

depending on how the telephone is connected to the system.

• The Nortel IP telephones have a limited number of positions for features on the display. However, they have an additional features list menu that is accessed through the Services button. All the system features are also available by pressing the Feature entering the required feature code. The WLAN IP telephone has access to the features, but can only access the initial page for any menu that requires scrolling. For instance, this means that the handset can only display the first four listings on the Services menu or the call logs.

• Enhanced CAP: T7316E+eKIM supports line appearances, including multiple appearances of the same target line, and hunt group indicators. However, you cannot program Hunt Group DNs as auto dial buttons on a KIM.

• When you use remote access into a system, whether from an external location through, or over a private network line, you also need to use the asterisk (*) key instead of the FEATURE key, to access the features within that system.

• The 7000 and 7100 digital phones, the 2001 IP telephones, and the WLAN IP telephone do not support the handsfree feature. Model 7208 and 7316 telephones have only handsfree assigned to the bottom display key. Mute is assigned to a separate button. The 7316E telephone has both a separate handsfree and a separate mute button located under the dial pad. The IP telephones, except for model 2001, also have separate handsfree and mute buttons. The 7000 and 7100 digital phones and the 2001 IP telephone do not have a mute feature.

display button and

Note: Features in this guide are sorted according to function so that you can easily locate the function you want to program or to use.

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System telephones

The following figures show examples of the digital telephones that support the features described in this guide. Each of these telephones comes with a user card that describes the telephone and any unique features.

Refer to User card list on page 67 for a list of user cards available for the various telephones and peripherals.

Two-line display telephone and CAP

Using telephone features 17

7316E

The 7316 does not have the middle (handsfree) button

One-line display telephones

7100

7316E+KIM

7208

Nortel IP telephone users can use this handbook for feature references, keeping in mind that the buttons may be in different locations than those shown on other telephones.

The wireless handsets that can be used with the Business Communications Manager may have more limited feature access.

• The legacy wireless handsets supported on your Business Communications Manager include: Companion, Symbol

NetVision, and DECT.

• The WLAN IP telephone emulates the 2004 IP telephone, with some variations, such as using a menu system for lines and function buttons such as mute and release.

The 7406 digital phone is a cordless handset that uses a desk-based station. This telephone has a limited radius, but it can access all of the system features.

Each of these handsets has separate configuration documentation which describes which profiles they can be used with and the system settings that apply to each.

Telephony Features Handbook

18 Using telephone features

Telephone features

The table below defines the function of the various parts of a 7316E telephone. Not all telephones have all the buttons in the same place, the same number of memory keys, or the same size of display. Each user guide provides a button map for individual styles of telephones.

6 7

119 10

1 6

Dial pad

Display screen

3 8

Display buttons

4 10

Memory buttons

Feature button

Dial numbers. Enter numbers

and letters for programming

Displays call and error prompts

Activates display action prompts

Programmable buttons

Press, then enter feature code

Release button

Hold button

Volume button

Handsfree*

Headset

End call or programming

Put active call on hold

Increases or decreases

volume on handset

Use speaker instead of

handset

Switch headset on and off

* one or both of these features may be assigned to the bottom right button on telephones which do not have separate feature buttons or the software to support separate feature buttons.

The table below shows the buttons used for call and feature processing on the different types of Nortel Networks telephones. Refer to each telephone user card for details about specific features of each type of telephone.

Button Function Digital phones/ Legacy telephones IP telephones

Feature

Hold

Release

On/Offhook

Answer call

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≥

Telephones with line buttons: Press the active line button or Intercom key and lift handset.

Telephones with no buttons: Lift handset.

, ,

Display key

(WLAN FCN menu)

Using telephone features 19

In this guide:

This guide uses the following labels to indicate each type of configuration button:

• FEATURE indicates pressing the Feature key

• HOLD indicates pressing the Hold key (or equivalent)

• RLS indicates pressing the Release key (or equivalent) The following symbols are used to indicate different types of phones. Within the text they indicate features that are not supported or which require different actions than the standard digital phones: * = 7000 and 7100 Digital phones and the 2001 IP telephone + = WLAN IP phones

Telephone display and display keys

Telephones with displays, show prompts on one or two lines. Telephones with two-line displays, have display buttons under the display, which activate the action indicated by the second line of the display. The first line provides the

Two-line display

Display buttons

The following table shows the dialpad equivalent for the display button functions for one-line display telephones, such as the 7208.

Display Dialpad Display Dialpad Display Dialpad

OK Hold SHOW # OVERRIDE #

QUIT Release

ADD * VIEW #

CANCEL # BKSP Volume bar

Buttons with indicators

Line buttons, which have displays next to them, light up with call indicators when the line has a call. All telephones except the 7316E display the following prompts:

Ω

Flashing on and off for equal lengths of time There is an incoming call on the line.

Ω

Flashing on and off more quickly You have placed a call on hold.

Ω

Flashing on for longer than off A person has put a call on hold on that line.

Ω

On, but not flashing You are connected on that line or the line is in use.

Off The line is free.

Telephony Features Handbook

20 Using telephone features

The 7316E digital phone displays a set of icons in place of flashing prompts when it is connected to a system with BCM 3.5 or newer software. If you connect a 7316E to a system that is running previous versions, the standard line indicators display. The KIM also displays these icons. Note that the 7316E+KIM is only supported by BCM 3.5 and newer software.

Active call

Ringing A call is coming into this line.

Hold

The line is active and/or you are connected to this telephone.

The call on this line is on Hold at this telephone.

Call forward The call on this line has

been forwarded.

Active button The feature assigned to

this button is active. Also used by Do Not Disturb.

System ring indicators

If a line is set to appear and ring or just to ring, the telephone provides the following ring indicators:

double beep every 10 seconds Indicates a camped call for you.

long single ring Indicates an external call.

shorter double ring Indicates an internal or a call being transferred.

brief single ring Indicates a redirected external call. You cannot answer the call.

3 beeps, descending in tone Indicates a priority call.

Digital phone 7000 ring tones

The 7000 digital phone does not have a display, so there are additional ring tones that alert the user to the following functions:

stuttered dialtone Do Not Disturb and Divert

single, low-frequency command input tone

single, high frequency confirmation tone

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Programming memory buttons

The telephones with programmable memory buttons are given a default set of button assignments when the system is set up. The system administrator can change these defaults in system programming. The user can also program memory buttons for autodial and feature codes, as well as move button assignments around to best suit their working style. The user can be restricted from this feature by the system administrator. Refer to “Telephone programming access constraints” on

page 15.

If you want to remove a feature from a key, either replace it with another feature, or program it with Blank.

The feature codes in this section allow you to program a memory key and to view what is currently on a key.

Using telephone features 21

Button Inquiry

*+ (shows DN)

Use this feature when you are labeling buttons or checking features.

1. Press FEATURE *0.

2. Press the memory key for which you want to view programming. To check for your local number, press an intercom key.

Configure memory button

*+ (not avail.)

Use this code to add feature codes to your memory buttons.

1. Press FEATURE *3

2. Enter the feature code, auto dial, speed dial feature code and number, or SWCA code that you want to program on your telephone.

Note: Using this feature overrides programming entered by the system administrator. You cannot change buttons which have lines, intercom lines or Answer DNs assigned to them.

Blocking programming: You can block the user from using programming memory buttons by setting the restrictions for the telephone to partial or complete restriction.

Erase memory button

*+ (not avail.)

Use this feature to clear a memory button.

1. Press FEATURE *1.

2. Press the memory key you want to erase.

3. Press OK.

Note: You cannot erase buttons assigned with lines, Answer DNs, or intercom keys.

Run/Stop Store more than one auto dial number or external carrier feature code on one memory button.

Press FEATURE *9 to insert a break point between numbers or codes.

To use: The first press of the button dials the first number or code. Pressing the button a second time dials the next number or code. You can program up to four numbers or codes separated by break points per memory key.

External call features that can be programmed into memory button codes:

Adding external call features to a dial sequence

Link FEATURE 71: Generate a Link signal to access a PBX or other host exchange.

1. Enter FEATURE *3

2. Enter auto dial or speed dial feature code.

3. Enter call feature in appropriate place in dialing string.

Note: This feature must be enabled under the restrictions for the telephone.

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22 Using telephone features

Long Tones FEATURE 808: Generate a tone for as long as you hold down a button.

This is used to communicate with devices like fax or answering machines. Long tones are in effect only for your current call.

Pause FEATURE 78: Program within an external auto dial sequence to insert a 1.5-second delay.

Wait for dial tone FEATURE 804: Program with an external auto dial number to cause the system to wait to

receive dial tone from another system before proceeding with the dialing sequence.

Setting up your telephone

These codes allow you to adjust features on your telephone, if they are available in your system and are not restricted at the telephone or line. Refer to “Answer DN answer restrictions” on page

14 and “Telephone model feature access constraints” on page 15.

Background Music

+ (not avail.)

Contrast adjustment

+ (set based)

Dialing modes

+ (set based)

Listen to music (provided by your office) through your telephone speaker when you are not on a call.

• Press FEATURE 86 to activate.

• Press FEATURE #86 to cancel Programming note: This feature must be enabled under Feature settings. A source must also be available. Either as a hardware connection to the Business Communications Manager or as an IP music file (.wav or .au), configured through the IP Music feature.

Blocking programming: You can block the user from changing the background music assignment by setting the restrictions for the telephone to complete restriction.

Adjust the contrast of your display.

1. Press FEATURE *7.

2. Press a number from 1 to 9

3. Press

Programming note: A default contrast setting is set through system programming, under User Preferences for each telephone.

Choose a method of dialing.

HOLD to set your choice.

(depending on your telephone).

1. Press FEATURE *82.

2. Press # to select the mode (described below).

3. Press

Standard Dial: Select a line, then dial the number. (Standard Dial is always available, even if another dialing mode is selected.)

Automatic Dial: Dial the number without choosing a line button first. Your prime line is automatically selected for the call.

Pre-Dial: Dial the number, then press a line button. Edit the number by pressing the volume key before placing the call.

HOLD to store the mode.

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Programming note: Dialing modes can also be set through system programming under User Preferences for each telephone (dialing options).

Blocking programming: You can block the user from changing the system dialing modes setting with this feature code by setting the restrictions for the telephone to partial or complete restriction.

Using telephone features 23

Language Choice

Moving line buttons

*+ (not avail.)

Press FEATURE *501 to select Primary Language for the telephone display.

Press FEATURE *502 to select Alternate Language for the telephone display.

Press FEATURE *503 to select Alternate Language 2 for the telephone display.

Press FEATURE *504 to select Alternate Language 3 for the telephone display.

Programming note: The preferred language can also be set through system programming under User Preferences for each telephone.

+ This feature sets only the system-based prompts for these telephones. Use the handset menu to set the set-based prompts.

Blocking programming: You can block the user from changing the system setting with this Feature code by setting the restrictions for the telephone to partial or complete restriction.

Change the position of your line or hunt group line buttons.

1. Press FEATURE *81.

2. Press the line button that you want to move.

3. Press the button that you want to move the line to.

4. Press RLS. The two buttons are exchanged.

5. Update the button label strip on your telephone.

Line buttons cannot be exchanged with intercom, answer DN or Handsfree buttons.

Blocking programming: You can block the user from moving line button assignments with this Feature code by setting the restrictions for the telephone to partial or complete restriction.

KIM note: If you have a 7316E+eKIM, you can move lines, target line appearances, and hunt group identifiers onto the KIM.

Moving line buttons (WLAN handsets only)

Receiver volume

+ (set based)

Ring type

+ (set based)

Change the position of Lines assigned to the handset Line menu.

1. Press FEATURE *82.

2. Press the Line key.

3. Press the key corresponding to the Line menu item that you want to move.

4. Press the Line key.

5. Press the key corresponding to the Line menu position where you want the line to move.

Line buttons cannot be exchanged with intercom, answer DN or Handsfree buttons.

Use the rocker switch under the dial pad to change the sound levels through your handset. This also changes the volume levels during handsfree calls.

Programming note: A system feature setting determines if the handset/headset volume returns to a volume level set by the system or to the volume set by the user. Handsfree speaker volume returns to the default value set at the telephone after each call ends.

Select a distinctive ring to differentiate your telephone ringing from others nearby.

1. Press FEATURE *6.

2. Enter the ring type number (1 to 4).

3. Press HOLD.

Programming note: This feature may be overridden by line or Hunt group distinctive ring settings with higher priority ring patterns. This feature can also be set for the telephone in system programming under User preferences.

Telephony Features Handbook

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