Cadence Telephony User Manual

NexPath Telephony Server

User’ s Guide

NexPath Corporation 2972 Scott Boulevard Santa Clara, California 95054 PN3097, Rev. G (408) 235-8916 March 7, 2001

Copyright © 1997-2001 NexPath Corporation

Santa Clara, CA 95054

ForSoftwareRelease6.

All rights reserved. This product and related documentation are protected by copyright and distributed under licenses restricting its use, copying, distribution, and decompilation. No part of this product or related documentation may be reproduced in any form by any means without prior written authorization of the NexPath Corporation.

NTS SERVER HARDWARE LIMITED WARRANTY

THIS IS TO CERTIFY that the NexPath NTS Server hardware ("NTS Server") is hereby warranted to be free of all defects in material and workmanship for one (1) year from the date of initial purchase. This Warranty does not apply to a defect caused b y negligence, misuse, accidents,acts of God, orto any use not in accordance with the instructions and specifications published by NexPath Corporation("NexPath"). Use of theNTS Server in emergency or time-critical or medical applications is not appropriate.

During the period of this Warranty, NexPath will repair or replace at our service center located in Santa Clara, California, any part proving defective in material or workmanship. Al l expenses related to replacing or repairing a defective part under this Warranty will be assumed by NexPath except for the cost of transporting the product to NexPath's service center, which shall be the responsibility of the buyer.

The b uyer must notifyNexPath of anydefect, malfunction or nonconformity promptlyupon discovery.Within 30 days after receiving the NTS Server from the buyer, NexPath will repair or replace the defective part, at its own option, provided that NexPath has found the NTS Server to be defective. CUSTOMER'S SOLE AND EXCLUSIVE REMEDY HEREUNDER SHALL BE LIMITED TO THE REPAIR OR REPLACEMENT SPECIFIED HEREIN.

The foregoing warranties are contingent upon (1) the proper use of the hardware in accordance with the instructions and specifications published by NexPath, (2) the purchase of the NTS Server from a dealer or distributor authorized by NexPath to sell the NTS Server, and (3) return of a properly completed Warranty Registration Card within 30 days of purchase; and may not apply to any NTS Server that has been repaired or modified by persons other than NexPath. The NTS Server Limited Warrantyis non-transferable.

BUYER AGREES THAT ITS EXCLUSIVE REMEDIES, AND NEXPATH'S ENTIRE LIABILITY WITH RESPECT TO THE NTS SERVER,SHALL B E AS SET FORTHHEREIN. BUYER FURTHERAGREES THAT NEXPATH SHALL NOT BE LIABLE TO BUYER OR ANY THIRD PARTY FOR ANY DAMAGES, INCLUDING ANY LOST PROF ITS , LOST SAVINGS, OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUTOF BUYER'S USEOR INABILITY TO USE THE NTS SER VER OR THE BREACHOF ANY EXPRESS OR IMPLIED WARRANTY, EVEN IF THE BUYER HAS BEEN ADVISED OF THE POSSIBILITY OF THOSE DAMAGES.

THE EXPRESSWARRANTIES SET FORTH INTHIS AGREEMENT ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

NexPath Corporation

2972 Scott Boulevard Santa Clara, CA 95054 This Warranty is effective only if the enclosed registration card is returned to NexPath within thirty (30) days of the date of initial purchase. NexPath neither assumes nor authorizes any representative or other person to assume for NexPath any other liability in connection with the sale or shipment of NexPath products.

CHAPTER 1 Introduction 1

Where to go for assistance 4 Support Policies 4 Legal Notices 5

CHAPTER 2

Telephone Operations 7

General Concepts 7

Hook-flashes 8 Beeps and rings 9 Ring Cadence 10 Call distribution groups 11 Ring groups and Pickup groups 11 Extensions numbers in the NexPath Telephony Server 12 System speed dial numbers 12

Accept Calls/Do Not Disturb 13

Accept Calls 13 Do Not Disturb 13

Barge In 15

User’s Guide

Call Forwarding 16

ForwardCalls 16 Cancel Forwarding 16

Call Waiting 19

Enable Call Waiting 19 PickupaWaitingCall 19 Swap Between a Current Call and a Call on Hold 19 Cancel Call Waiting 19

Clear 21

Clearing a Command Sequence 21

Conference Calls 22

Set Up Conference 22 AddToConference 22

Day Ringing/Night Ringing 23

Enable Day Ringing 23 Enable Night Ringing 23

Disconnecting 25

Disconnect Call 25

Do Not Disturb 26 Help 27

Help 27

Hold 28

Put A Call On Hold 28 Retrieve A Call From Hold Swap Between a Current Call and a Call on Hold 28

Hook Flash the Central Office Line (Centrex and CLASSsm features) 30

Hook Flash the Central Office Line 30

Inside Lines 31 Line and Extension Numbers 33

Announce Line Number and Extensions 33

Listen In 34

Night ringing 35 Operator 36

Dial the operator 36

Outside Lines 37

Obtain an Outside Line 37

Paging (Public Address) 38 Park Orbits 39 Passwords 41

Enter Password 41 Change Password 41

Pick up 43

Pick Up Ring Group 43 Pick Up Any Ringing Phone 43 Pick Up Ringing Speaker 43

Transferring Calls 44

Direct (Blind) Transfer 44 Set Up Transfer 44 Complete Transfer 44

Summary of the keypad sequences 46

Table of Contents

CHAPTER 3

Voice Mail 49

Determining if you have new messages in your voice mailbox 49 Accessing voice mail from your telephone 50

Forwarding a message to another mail box 53 Forwarding a message to a group 53 Call the person who left a message 54 Getting a help message during voicemail 54 To record your standard or alternate greeting 54 To listen to your standard or alternate greeting 55 To set your Standard Greeting or Alternate Greeting 55 Accessing your voice mail from an outside line 55 Getting into your voice mail box if your mailbox is full 56 To enter a numeric pager number 57 Recording a short name 58 Adding a voice mail distribution group 58 Removing a voice mail distribution group 59 Sending a message directly from voice mail 59

iii

User’s Guide

Features Available When L eaving a Message 62

Keys that callers can use during the greeting when they are in voice mail 62 Keys that callers can use during or after recording a message 62

CHAPTER 4 Windows Desktop Tools- NexPath Dialer 65

Installing the NexDial dialer program 66 Configuring the dialer 66 Features available with NexDial Dialer Window 71

Screen pops 71 The numeric keypad and the Dial/Transfer button 72 User speed dial buttons 73 The function buttons below the keypad 74 Status information 77 Setting Day/NightMode 78 Changing your password 78 Selecting the audio player 78

Voice Mail Access from NexDial 79

Playing back a message 80 Calling the call back number 80 Saving a copy of the voice mail file to the local computer 80 Forwarding a message to another voice mail box or a group 81 Recording your Standard Greeting 81 Recordingyour Alternate Greeting 82 Selecting the Standard or Alternate Greeting 82 To play back your greetings 82 Deleting a message or messages 82 Announce Time and Date and/or Caller ID 83 Numeric Pager Notification 84 Email Notification 86 Adding and Using Voice Mail Distribution Groups 87 Personal Phone Book 89 Viewing the Call Log 91

Integration with Goldmine 4.0 and ACT! 3 & ACT! 4: 92

Table of Contents

CHAPTER 5 Windows Desktop Tools- NexPath Call Director 93

System Requirements for NexDirector 94 Installing the NexDirector program 94 Establishing a network connection to the NexPath Telephone Server 95 NTS Server Configuration Issues Related to NexDirector 97 Configuration and Setup 99 Tabs and Views 100 Configuration Management- Multiple Views 101 Customizing Buttons and Views 102 Resetting Button Assignments 104 Resizing the Window 104 Activity and Status 104 Controlling Calls 105

Call An Extension 105 Transfer A Call 105 Retrieve a call from a Park Orbit 106 Put a call on Hold 106 Seizing a particular outside line 106 Picking up a ringing call 106 Do Not Disturb 107 Disconnecta call 107

CHAPTER 6 TelOper: the Web Browser Desktop Interface 109

To Control your Phone from your Web Browser 109 The Control page 112

Selecting a v oice mail box to monitor 113 VM Barge-in 113 Send to VM 113 Hold 113 Call Control 114 Using the Ring Group button 115

The Voice Mail page 116

User’s Guide

Setting message, pager, and email parameters 118 Dialing Method for Call Back 119 Other V oice Mail Features 119

System Information 121 Using the Phone Book page 123 The View Log button 125 The status information at the bottom of the Control page 128

CHAPTER 7

CHAPTER 8

APPENDIX A Glossary 143

INDEX Index 149

Installing the NexPath TAPI 2.1 Service Provider 129

Installing the NexPath TAPI 2.1 Telephony Service Provider (TSP) program 129 Using the NexPath Telephony Service Provider (TSP) wi th otherprograms 134 Uninstalling the NexPath TAPI Telephony Service Provider (TSP) 135

Frequently asked questions 137

CHAPTER 1 Intr oduction

Welcome to the NexPath Telephony Server! The NexPath Telephony Server is a complete integrated telephone system,including switching(or PBX-type functions),voice mail, automatedattendant, automated call distribution (or ACD), and network access and administration. This unique solution to small company telephone systems allows you to have most if not all of thefeatures of a large company PBX at a fraction of the cost of these larger systems.

In fact, in many ways the NexPath Telephony Server goes beyond the functionality of most traditional telephone systems. The NexPath Telephony Server was the first web-enabled telephone system when it was introduced in late 1996. It has unique features not commonly found on larger systems, such as allowing you to perform functions like picking up a ringing phone from any other phone, checking and retrieving your voice mail from anydesktop computer in the building or onthe Internet, ring groups within call distribution groups, and many other features that are uniqueto NexPath.

Note This manual, along with all other system manuals, is available on the NexPath Telephony Server in

Adobe Acrobat format, if your PC is connected to the LAN. The URL for the list of manuals is http://

<system name>/manuals/

. Other URLs that are useful are available on the NexPath Telephony Server

at the URL http://<system name>/ or http://<system name>/help/.

1. Replace<system name> with the name assigned your specific NexPathTelephony Serverby your system administrator, or the IP address assigned to the NexPath Telephony Server. If you use the IP address, you must put in the trailing “/”.

User’s Guide

The NexPath Telephony Server combines the following subsystems into a single, tightly integrated, easy-toinstall, easy-to-maintain package:

• A complete switching system (PBX-like functions)

• Up to 136-line (outside+inside lines) capability.

• Functions such as call routing and switching can be performed using standard touch-tone codes from conventional telephones. No expensive, proprietary phones are necessary.

• High bandwidth(64 kilobits persecond), all digital signal paths passfax and modemsignalstransparently.

• Automatic fax detection

• An auto-attendant system

• Allows automated answering and routing of calls.

• Fully configurable, including custom messages and flexible numbering plans.

• Multiple auto-attendants with a different auto-attendant on each line if desired.

• A voice message recording and retrieval (i.e., voice mail) system

• Over 50 hours ofvoice mail and custom messages can be stored per system.

• Password protection provided for all voice mail access.

• Personal greetings can be recorded for each extension.

• 64 kilobits-per-second digitization, storage, and playback gives yourmessages unsurpassed clarity.

• 30 port simultaneous voice mail access capability.

• Support of the VMWI (FSK) voice mail waiting light.

• An Automatic Call Distribution (ACD) system

• Allows calls to be directed to a group, such as sales, rather than just to an individual.

• Multiple overlapping distribution groups with priority settings.

• Custom reassurance messages and hold music while the caller is waiting in the hold queue.

Other features include:

• Integrated TCP/IP LAN for network control and administration

• System administration is performed using standard Web browser (Netscape or Internet Explorer) software running on any desktop computer.

• Control of any extension can be performed either from a telephone, from the Windows programs NexDial or NexDirector, or from a Netscape Web browser software running on any desktop com-

puter.

• Complete backup via LAN command, and retrieval of the backup file via ftp.

• A completely open network API (NexPath Simple Computer Telephony Protocol, N-SCTP) for custom application development and 1st and 3rd party call control.

• Voice prompts and error messages available for all telephone operations

• A public address output for announcements, speaker ringing, and background music.

• A music-on-hold input

• Multiple auto-attendants and ACD groups can be set up

• Call waiting and call forwarding

• A complete system activity log

• Ring groups, including ring groups in ACD groups

• Distinctive ringing

• Reminder rings

• Multiple hold stack

• Park orbits

• Barge-in to voice mail in p rogress

• Listen-intovoicemailinprogress

• Caller-ID pass-through and decoding(inside and outside calls).

• Visual Call Waiting (waiting call Caller ID).

• Power-failure bypass relays on all CO lines

• Multiple extension number assignment capability per line

• Numeric page upon receipt of voice mail

• System speed dial numbers

• Email notification upon receipt of voice mail.

• Announce name (screening) of calls based on Caller ID.

• Distintive Ringing for inside verses outside calls.

Introduction

User’s Guide

Where to go for assistance

Every company has its own way of handling support for the NexPath System. Most have a person thatis responsible for the setup and administration of the NexPath Telephony Server, for making configuration changes and answering questions about use of the telephone system. This person, the system administrator, can provide you wi th information on use of the features of the system, and help you troubleshoot problems if they arise.

All manuals on the s ystem can be viewed from your web browser, if your system is LAN connected. The URL is: http://<system_IP_addr ess>/, then click on the link Manuals. Fill in <system_IP_address> the IP address provided to you by your system administrator. Note that in all URLs you must enter the trailing “/” unless your system administrator has assigned the system a name that you can use instead of the IP address.

In addition to this manual,the User’s Guide, there is also the System Administration Guide,andanyRelease Notes provided with your system when it was shipped. All of these are also available on-line at the URL listed above.

You can also have your system administrator call NexPath Support. The telephone number is on the NexPath web page: http://www.nexpath.com.

with

Support Policies

NexPath provides telephonesupport for a single contact person (the system administrator) at no charge for a limited period of time (usually 90 days) after the purchase of the system. Extended telephone support and software upgrade services are also available for an annual charge. Check with your system administrator. Please relay any questions you cannot resolveto your s ystem administrator.

Introduction

Legal Notices

WARNING: The NexPath Tel ephony Server can be programmed to allow users, if the feature is enabled by the system administrator and a valid password is entered, to listen in to conversations without the participants knowledge. Listening in to aconversation without the consent of one or both parties may be a violation of local, state, and federal privacy laws. It is the responsibility of the user of the NexPath Telephony Server, when using features of the system, to assure that he or she is in compliance with all applicable laws.

WARNING: The NexPathTelephony Server includes a LAN based protocol, NexPath Simple Computer Telephony Protocol (N-SCTP), that allows the system to be programmed to function as an Automatic Dial and AnnounceDevice (ADAD). ADADs or similardevices that are used for commercialsolicitation, or used without the consent of the called party, are prohibited by many local, state, and federal laws. It is the responsibility of the user of the NexPath Telephony Server, when using features of the system, to assure that he or she is in compliance with all applicable laws.

User’s Guide

CHAPTER 2 Telephone Operations

The NexPath Telephony Server allows operations such as placing calls on hold, transferring a call, and setting up conference calls to be controlled from anytelephone connected to the system. This chapter describes the operations available and how to control them. Note, though, that all of the operationsdescribed in this chapter can also be performed from a Windows 95/98/NT computer if the computer is connected to the NexPath Telephony Server through a TCP/IP network connection, and the program NexDial is installed. Some operations are also available from NexDirector. Also, Windows and non-Windows machines connected to the network and running Netscape Navigator 3.03 (and certain subsequent versions) can run TelOper,a web-based d esktop call control program. See CHAPTER4:WindowsDesktop Tools- NexPath Dialer starting on page 65 and CHAPTER 5:WindowsDesktop Tools-NexPath Call Director starting on page 93 for details.

Also, all voice mail operations can be performed from either a telephone or a computer. However, the key sequences described in this chapter for callcontrol from a t elephone will be unavailable while you are actively retrieving voice mail from a telephone. For details on voice mail operation, see CHAPTER 3:Voice

Mail starting on page 49.

General Concepts

Below is a list of topics which are common to the commands described throughout the rest of this chapter. Please take the time to read this information b efore proceeding to the actual commands available in the NexPath Telephony Server.

User’s Guide

Hook-flashes

Hook-flashes are one of the more complicated operations needed in the NexPat h Telephony Server. The reason we need them, though, is that if you press the keys on your telephone keypad while in the middle of a normal call, the NexPath Telephony Server simply passes these key presses on to the other party. This is handy when the other party’s phone system can do something with them, such as route your call toan extension within their building, but it makes it difficult to signal the NexPath Telephony Server that you want to do something special like put a call on hold once you are in the middle of a call.

Some telephone systems solve this problem by requiring that you use special keys ontheir proprietary phones (sometimes misleadingly called digital phones). The problems with special phones are that they are expensive, they only work on one system, they become obsolete quickly, and they often do not have otherwise commonly available features such as speed-dial.

On the NexPath Telephony Server,you can signal the system that you want todo s omething speciallike put a call on hold while in themiddle of acall by performing a hook-flash, then entering the command sequence for the operation desired. Hook-flashes are done by quickly depressing and releasing the hook switch your phone, or by pressing the flash key on your phone.

Note, though, that perfecting the art of performing hook-flashes using the hook-switch might take a little practice. You must depress the switch for long enough to make it obvious to the system that you wantto signal it but not so long that the system thinks you hungup. A valid hook-flashis accomplished by depressing the telephone hook switch for an interval of greater than 50 milliseconds and less than 1000 milliseconds (a millisecond is 1/1000ths of a second, so 1000 milliseconds is one second).

Some phones come with a button whichperforms the hook-flash function.Nortel telephones label it

Flash

the Link key. Care must be used with some telephones that have this button, however, since they can issue a hook-flash for a full 3/4 of a second, which isa fairly long time. Some telephone do not properly collect the keys you enter during this flash interval. If you begin entering other keys of a sequence before the pre-programmed flash time has ended, many older phones will block the subsequent tones, and the NexPath Telephony Server will not “hear” these other keys and you will likely get an error message.

Test the telephones you are using, and, if the telephone does not queue t he k eys, make sure you have waited until the preprogrammed flash time is over before pressing other keys. Or, better yet, if you have one of

1. The hook-switch is the switch that gets depressed by the handset when you hang up your phone.

Telephone Operations

these older phones, learn how to depress and release the hook-switch properly by hand i nstead of usi ng the

key

Flash

Note Many telephones are now being produced that properly queue other keypad keys after the flash key, so

that it can be depressed along with the other keys at any rate. In particular, the flash k ey on the Nortel 9316 (the flash key is called Link on the Nortel phone) and the Panasonic KX-TSC50 or KS-TSC55 telephones works properly with the NexPath Telephony Server.

In this manual, we will designate a hook-flash with the symbol .

Flash

Beeps and rings

You will hear one short beep in your conversation if you are on the phone and you leave another call on hold for too long pressing the button on your telephone) to toggle between your existing call and t he call on hold.

Note If you are not on the phone and you leave a call on hold too long, you will receive a short ring on your

Two short beeps in your conversation indicates that you have a call waiting. You can put the current call on hold and pick up the new call using the Pick up Waiting Call sequence . You can then use the Swap Hold sequence to toggle between the two. Note that if you are done with your current call, you can still use to pick up the incoming call. The pre-existing call you put on hold with the

Flash

. You can use the Swap Hold sequence (i.e., performing a hook-flash followed by

Flash

phone, but when you pick up the phone, n o onewill be there. You can retrieve this call from hold using the Retrieve Call From Hold sequence .

Flash

will disappear when the person you were talking to hangs up.

Flash

1. If you program a sequence into a phone with speed-dial, and is programmed as one of the keys in the programmed sequence, the phone will automatically wait until the end of its own flash time before issuing the other keys in the sequence. Therefore, this 3/4 second blanking time is not a problem for flash sequences programmed into a speeddialer.

2. This delay time is usually 45 seconds. However, the reminder ring delay time can be changed by your system administrator, and might be setdifferently for your system.

Flash

User’s Guide

You will hear three short beeps if you are on the phone and someoneuses the barge-in sequenceto break into your conversation.

Table 1: Rings

Sound Meaning

Single normal ring (repeated every 5 seconds)

By default, an Internal or External call. Your system administrator can

assign different ring cadences to outside calls if you wish. Short ring every 60 seconds A Reminder ring, meaning a call i s on hold or in a park orbit Double ring, short-long ring, or other combinations

An Internal or External call, depending on how your extension is config-

ured. Check with your system administrator for different ring cadences.

Table 2: Tones

Sound Meaning

Busy Tone An outside or inside line is in use. Dial Tone You can make a call or access a feature. One short beep every 45 seconds A call is on hold or in a park orbit. Two short beeps A waiting call is trying your extension. Three short beeps Someone is barging in to your call. Several short tones followed by dial tone when picking up

You have unread voice mail messages.

telephone.

Ring Cadence

Each inside line extension in the NexPath Telephony Server can be programmed to ring with one of six different ring cadences, or r inging patterns:

1.Long ring

2.Medium ring

3.Two short rings

4.Three short rings

5.Long and short ring

Telephone Operations

6.Short and long ring

Also, each inside line extension can be programmed to ring differently depending on whether the call is an inside call or an outside call, using these ring cadences. Check with your system administrator if you would like to have different ring cadences for inside or outside calls at your extension.

Call distribution groups

Your system administrator may configure your system’s auto-attendant to support call distribution groups (ACD or automated call distribution), that is, groups of extensions which represent entire departments,such as Sales or Marketing. When a callercalls in, they are given a message such as“Press 1for Sales, 2 for technical support...”

When the caller presses one of these selections, the call is routed to the call distribution group defined for the selection, and each extension within the call distribution that is accepting calls (see Accept Calls on page 13) will ring in sequence. The exact ring sequence for the group and what happens if no one picks up the call i s determined by the system administrator when the call distribution group is configured.

Ring groups and Pickup groups

Your system administrator can assign a ring group number to any groupof physical telephone lines. This function is normally used so that a ringing phone can be picked up from another phone using the Pick U p Group sequence , followedby the ring group number. It is also used to cause a group of phones to ring at the same time, so that any one of the phones can be answered to accept the cal l.

By factory default, ring group 0 is defined as all phonesin the system except the PA speaker. This means that you can usually pick up any ringing phone in the building by entering .

Also by factory default, ring group 1is defined as containing the telephone line whichrings through your company’s overhead PA speaker.Unless your system administrator has changed the definition of ring group 1, you can pick up a call ringing over the overhead PA speaker by picking up any phone and pressing

0 1

Ring groups can also be assigned to extensions by the system administrator, so that when the extension number is dialed, severaltelephones ring at the same time. Any one of the telephones can be answered to receive

0 0

User’s Guide

the call; the first telephone in the ringing group of extensions that goes off hook gets the call, the others get dial tone.

Extensions numbers in the NexPath Telephony Server

There are eight different types of extensions in NexPath system:

1.Inside line extensions (default is 300-399)

2.Outside line extensions (default is 200-299)

3.Voice mailbox extensions (default is 500 -599 and 130-131)

4.Auto-attendant extensions (pre-configured as 120 (Day Program) and 121 (Night Program))

5.Park orbit extensions (default is 100 -110)

6.Speed dial extensions (none predefined)

7.Public address extensions (special case of item 2 above, default is 111).

8.Extensions that ring several phones at once (special case of item 1 above, none predefined)

Any of these extensions types can be directly dialed from a telephone. The resulting function will be determined by the system programming for thatextension type, i.e., you will ring a phone, seize an outside line, enter voice mail, execute an auto-attendant program, etc.

The concept of extension numbers and their symmetric use throughout the system is a very powerful feature of the NexPath Telephony Server.

System speed dial numbers

Your system administrator can program the NexPath Tel ephony Server to recognized special three digit numbers, called speed dial extensions, that translate to 7 or more digit off-site numbers. These can be used for convenient direct dialing, or for convenience in t ransferring calls.

Contact your system administrator to determine if any speed dial extensions have been configuredfor your system.

Accept Calls/Do Not Disturb

Telephone Operations

Accept Calls Do Not Disturb

When the NexPath Telephony Serveris first started, your extension will automatically be placed in the Accept Calls mode, which means that your phone will ring when someone calls you.

You can place your extension in the Do Not Disturb mode, though, during which calls made to your extension will go directly to your voice mail or directly to the number you specify as a forwarding number without first ringing at your extension

. You may want to place your extension in the Do Not Disturb mode when you are in a meeting and do not want your phone to ring or when you are out to lunch and do not want someoneelsetopickupyourphone.

If your extension is part of a call distribution group and you place your phone inthe Do Not Disturb mode, then calls to the distribution group (Sales, for example) will not ring at your phone, but instead will go onto the next extension in the group. Calls placed by dialing your extension number directly, however, will be routed as described above.

To put your extension in the Do Not Disturb mode:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Do Not Disturb sequence .

3. Enter your extension number.

4. If prompted, enter your password

, or a password with administrator privileges.

5. If your password was accepted, you will be notified that your extension has been placed in the Do Not

Disturb mode.

6. Hang up.

1. If your extension has not been configured to support voice mail and you have not set up call-forwarding for your extension, your phone will ring even if you place it in the Do Not Disturb mode.

2. You will not beasked for a passwordif you have already entered it once to enable some othercommand and you have not hung up since then.

User’s Guide

To return your extension to the Accept Calls mode:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Accept Calls sequence .

3. Enter the number of the extension you wish to change to Accepting Calls.

4. If prompted, enter your password

, or a password with administrator privileges.

5. If your password is accepted, you will be notified that your extension is now accepting calls.

6. Hang up.

Note There is no indication at your phone whether your extension isin the Accept Calls mode or the Do Not

Disturb mode. If you want to be sure to receive calls, you can enter the Accept Calls sequence at any time, even if your extension is already in the Accept Calls mode.

1. You will not be asked for a passwordif you entered it to enable some other command and have not hung up since then.

Barge In

Telephone Operations

Barge In

Barge-in is the process of breaking into a conversation. To barge into your own voice mail extension, for example, while someone is leaving you voice mail:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Bar ge-in sequence .

3. Enter the number of your voice mail extension.

4. If prompted, enter your password

, or a password with administrator privileges.

5. If your password is accepted, you will be connected to the person currently leaving you a message.

Note If your phone is still ringing, you can usually pick up the call from any other telephone in the building

bypickingupaphoneandenteringthePickUpRingGroup0sequence .

0 0

If your system administrator has given your account Barge-in/Listen-in permissions, you can also use the sequence described above to barge into other people’s conversations while they are on the phone. Check with your system administrator to see if you have barge-in permission. You do not need Barge-in/Listen-in permission to barge-in to voice mail in progress in your own voice mail boxes.

Barge-in and Listen-in can be blocked on a line by the system administrator, by setting the line as a Secure Line.

Note When you barge into an exis ting conversation,the party at the extension number you barged into will

hear three short beeps, indicating that someone is barging into his or her call.

W ARNING: Barge-in permissions also allow Listen-in. Listening-in to a conversation without the consent of one or both parties may be a violationof local, state, and federal privacy laws. It is the responsibility of the user of the NexPath Telephony Server, when using features of the system, to assure that they are in compliance with all applicable laws.

1. You will not be asked for a password if you enteredit to enable some other command and have not hung up since then.

User’s Guide

Call Forwarding

Forward Calls Cancel Forwarding

You can forward your calls to ringat any extension on the NexPath Telephony Server, or to an offsite num-

ber

. To set up call-forwarding:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Forward Calls sequence .

3. Enter your extension number.

4. Enter the number (either an extension or an off-site number) to which you want your calls forwarded, fol-

lowed by the key, or wait four seconds.

5. If prompted, enter your password

, or a password with administrator privileges.

6. If your password was accepted, you will be notified that call-forwarding has been enabled, followed by

the announcement of the forwarded number (i.e., you can verify that the number you entered is correct).

7. Hang up.

Note You donot have to enter a 9 to seize an outside line, if you are forwarding your calls offsite. The system

automatically seizes an outside line if the number is s even or more digits. However, you must enter a one (if required) for a long distance number. Outside calls that areforwarded offsite may have reduced quality and reduced audio levels. Consider using Centrex or CLASS type outside (CO) lines for best forwarding quality. Youcan also use speeddial extensions for offsite forwarding, and get more control over the call. See the Administrators Guide for details on speed dial extensions and CO line types.

When you enable call-forwarding for your extension, an incoming call will ring at your phone for 20 seconds before being forwarded

. The call will then ring at the forwarding extension for 20 more seconds. If,

after this additional 20 seconds, no one has picked up the call and you have an exit extension (such as a

1. Your extension must have offsite forwarding enabled in the system configuration. Check with your system administrator.

2. You will not beasked for a passwordif you have already entered it once to enable some othercommand and you have not hung up since then.

3. These are the factory-default forwarding and ringing delay times. Your system administrator can alter both of these times.

Telephone Operations

voice mailbox extension) associated with your extension, the call will go to the exit extension. That is, the call will eventually go to the exit ex tension of the original extension the caller dialed

If the extension is forwarded to a speed dial extension, and the speed dial number does not answer, the call will go to the exit extension programmed in the speed dial extension configuration.

On the other hand, if you do not have an exit extension programmed, after the forwardingphone rings for its additional 20 seconds, the caller will be notified that there is no one to take the call and will be disconnected.

Calls that are forwarded offsite (not using speed dialextensions) are monitored by the NexPath Telephony Server, and the system will attempt to determine if a caller has answered. If not, the call will go to the exit extension (such as voice mail), if the exit extension has been configured for the extension that was forwarded. However, the monitoring of the progress of calls to outside lines depends on the ability to detect call progress sounds on the telephoneline. This isnot a precise process and it may not be successful in all cases. There can also be a delay before the call is connected.

Note Offsite forwarding is only permitted from extensionsthat haveoffsite forwarding enabled in the system

configuration. Check with your system administrator to see if offsite forwarding is enabled on your extension.

Offsite forwarding will use Centrex or CLASS features (hook-flash transfers) if the CO line involved has been designated as a Centrex or CLASS line.

Calls forwarded to a speed dial extension are handled differently. If an extension is forwarded to a speed dial number, then the call progress monitoring is handled as s pecified in the speed dial extension configuration. The system will not attempt to determine if the call connects unless so designated in the speed dial setup. The exit extension as specified in the speed dial extension setup is used if the call fails to complete.

If callers are experiencing delays in calls that forward off-site, try using speed dial extensions where you have more control of the call progress monitoring. You may also want your system administrator to create a custom automated attendant, which is used as an exit extension in place of your voice m ail box. This will allow you to play customized messages to a caller before fowarding off-site, toprepare the caller for delays, and to allow the caller the option of going directly to voice mail.

Speed dial extensions and exit extensions must be configured by your systemadministrator.

User’s Guide

Note An extension can only be forwarded once.

Call forwarding for your extension will remain in effect until you cancel call forwarding. To cancel call forwarding:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Cancel Forwarding sequence

3. Enter your extension number.

4. If prompted, enter your password

, or a password with administrator privileges.

5. If yourpassword was accepted, you will be notified that call-forwarding has been cancelled.

6. Hang up.

1. You will not be asked for a passwordif you entered it to enable some other command and have not hung up since then.

Call Waiting

Telephone Operations

Enable Call Waiting Pick up a Waiting Call Swap Between a Current Call and a Call on Hold Cancel Call Waiting

When call-waiting is enabled for your extension, you willhear two beeps in your conversation when you are on the phone and a new call comesin current calleron hold and take the new call, orcontinue talking to your currentcaller and, depending on how you extension is set up, let the new caller go to either your voice mail, get forwarded, or be disconnected.

You can eliminate call-waiting beeps from your conversations by disabling call-waiting for your extension.

To enable call waiting at your extension:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Enable Call Waiting sequence .

3. Enter your extension number.

4. If prompted, enter your password

5. If your password was accepted, you will be notifiedthat call-waiting has been enabled.

6. Hang up.

If you enable call waiting for your extension and you are on the phone when another call comes in, you will hear two short beeps in the middle of your existing call. You can press to put the current call on hold and answer the new call, or you can ignore the new call and let it go to your voice mail.

Flash

. When you hear these two beeps, youcan decide whetherto put your

or a password with administrator privileges.

Flash

Note that if you pick up the incoming call, you can use the Swap Hold sequence to toggle between the two calls.

1. Your caller will not hear these beeps, only you will.

2. You will not beasked for a passwordif you have already entered it once to enable some othercommand and you have not hung up since then.

Flash

User’s Guide

To disable call waiting at your extension:

1. Pick up any phone or otherwise get an inside line dial tone.

2. Enter the Disable Call Waiting sequence .

3. Enter your extension number.

4. If prompted, enter your password

, or a password with administrator privileges.

5. If your password was accepted, you will be notified t hat call-waiting has been disabled.

6. Hang up.

The NexPath TelephonyServer’s default configuration allows a phone to ring 20 seconds before being forwarded, or 20 seconds before being sent to voice mail or getting disconnected, though your system administrator can alter these times. Ifyou do not pickup a waiting call and you have set upcall-forwardingfor your extension, a waiting call will forwarded after 20 seconds. If you do not have call-forwarding enabled but do have a voice mailbox, then after 20 seconds the waiting call will go to your voice mailbox. If you have neither call-forwarding enabled nor voice mail, then after the 20-second delay time has expired, the caller will be notified that there is no one to take the call and the call will be disconnected.

1. You will not beasked for a passwordif you have already entered it once to enable some othercommand and you have not hung up since then.

+ 136 hidden pages