Ericsson iPECS-100, iPECS-50, iPECS-300, MFIM300, iPECS-600 Feature Description And Operation Manual

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iPECS−LIK

Feature Description & Operation Manual

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iPECS-LIK Feature Description & Operation Manual

Issue 6.1

ISSUE

DATE

DESCRIPTION OF CHANGES

1.0

2009.12

Initial Release

1.1

21-Aug-02

General Update

1.2

8-Nov-02

Update for Software version 1.1Bd

2.0

22-Sep-03

Update for release 2 software

2.1

16-Feb-03

Update for European release 2 software

2.2

29-Jul-04

Update for Software version 2.0Ai

2.3

12-Dec-04

Draft for version 3.

3.0

22-Feb-05

Update for iPECS S/W Phase 3 (3.0As base)

4.d2

24-Aug-06

Updates for iPECS release 4 software and LG-Nortel logo General edit s through-out. Changed formatting (header, footer, etc.) for unified iPECS Manual

appearance. CLI based Call Routing for DID, added reference to DID Lines in ICLID

routing. Flexible configuration for up to 600 ports, covered in section 1.2. Hunt Group Mailbox, referenced mailbox assignments in Station Hunt Groups. Multiparty voice conferencing (Up to 24 Parties in total), added to Multi-Party

Conference. Conferenc e Room Added Conference Room. Simplified Message retrieval added to Message Wait/Call Back and

restructured. Muted Ring w/Pre-Selected Msg added & restructured Pre & Custom Display

Messages. T.38 Fax Relay, added IP FAX, T.38. Day/Night Mode applied between groups, added reference and rewrote ICM

Tenancy. ACD sections previously section 2.5 to 2.20, restructured ACD sections now

section 2.5.1~2.5.12. Multi-level Admin access, restructured admin with Multi-level section.

Programmable Admin TCP port, restructured Web Admin & added programmable tcp port. Web User manual, multi-lingual, added Web User Manual section with Multilingual support. Network Securit y & Priority added new section with VLAN, Diffserv, IPSec and SRTP. Transparent Networking added Centralized Networking with Fail-over & Remote Gateways. Hunt Group Station Forward, added condition for Hunt group recognition of forward state. System Processor Redundancy, added section for standby MFIM600. Call Recording, added unconditional Call recording feature. IP Trunking, added SIP and H.323 with GK routed call VSF section revised to VMIM/VSF, added VMIM description. VMIM e-mail notification added VMIM Back-up station added VMIM multi-language support MOH, added VMIM/VSF MOH Authorization codes, added new operation for system codes, “* + table index

Revision History

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

+ code”. Mobile Ext. enhanced, mobile receives hunt calls and support for Attd. Recall.

4. d3

30-Sep-07

Updates for iPECS release 4 software (General edits for errata). Emergency Call Attendant Alert Automatic Daylight Savings Time (DST) Adjustment Direct Inward Dialing (DID) Automatic System Time Synchronization Distributed Systems Network, paging E-911 support for Emergency dialing VSF/VMIM Outbound Notification to Pager or External Phone TLS for Web Admin and Webphone

5.0

26-July-08

General updates & errata Change “MFIM” references to “iPECS, include iPECS 50 and updated

capacity table Reference to VSF/VMIM announcement changed, expansion from 20 to 70 codes, VSF MOH code 21 or 71) Multi-language code 22 or 72 throughout. Updates for iPECS release 5 software One-time DND forward For TNET added paging reference and RTP description. Device Zone Management Call Coverage enhancement SIP Extension support Tenancy Group ring mode for Flexible DID/ICLID Station ICR, Conference Group w/recording) iP Bridge, Cabinet Alarm NMS, System DECT

DISA Call Forward removed Add LIP-800 0 series soft key operation for auto dial features (LNR, SAVE, etc. Added Attendant active MFIM display Updated Table 1.2-1 and updated VSF capacity Call Forward using external number added Added Option for voice mail attachment to e-mail Change BGM operation, SMDR ICM added

5.0d1

07-Jan-09

Add in capacity table and Changed for iPECS-1200

5.0d2

17-Feb-09

Add group name for Terminal/Circular/VM/UCS.

5.0d3

13-Apr-09

Add condition 3 in 2.72.3.6 (Voice Mail Back-up Station).

5.0d4

12-May-09

Update for outgoing mailbox destination

5.0d5

02-Feb-10

Update description of DID call wait feature

5.5

09-JUL-10

Updates for iPECS release 5.5B software Add IP Watch timer for cpu redundancy and IPCR

5.5d1

30-DEC-10

Updates for iPECS release 5.5C software

5.5d2

30-JUL-11

Updates for iPECS release 5.5D software

5.6

01-NOV-11

Updates for iPECS release 5.6 software Add IP-Attendant

6.0

26-MAR-12

Updates for iPECS release 6.0 software Changed CI to Ericsson-LG

6.1

26-Dec-13

Changed Ericsson-LG to Ericsson-LG Enterprise

6.1a

20-Jan-15

AU Mods: Manual Application, Enter Conf Room *59, Conf Grp *68, Group Pickup **, Paging codes *101-*110,#3,##,#41,#5,#00, Call Coverage *67, Directed Call Pick-Up *7, Attendant 9, CO Access 0, Unsupervised Conf Timer Extend *##, AOC N/A, Emergency Call E-911 N/A, Remove Micro references.

6.1b

04-Aug-15

Add: Conference conditions: 1. A SLT user can establish a 3-party conference only, but can be a member of other multi-party conferences.

2. Also use ISDN or SIP CO trunks for MCIM call control.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

This material is copyrighted by Ericsson-LG Enterprise Co., Ltd. (Ericsson-LG Enterprise). Any unauthorized reproductions, use or disclosure of this material, or any part thereof, is strictly prohibited and is a violation of Copyright Laws. Ericsson-LG Enterprise reserves the right to make changes in specifications at any time without notice. The information furnished by Ericsson-LG Enterprise in this material is believed to be accurate and reliable, but is not warranted to be true in all cases. If you are not the intended recipient, you should destroy or retrieve this material to Ericsson-LG Enterprise.

iPECS is trademark of Ericsson-LG Enterprise Co., Ltd.

All other brand and product names are trademarks or registered trademarks of their respective companies.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Table of Contents

INTRODUCTION ................................................................... 1

1.1 MANUAL APPLICATION ........................................................... 1

1.1.1 Org anization ....................................................................................... 1

1.1.2 Feature Information ............................................................................ 1

1.2 SYSTEM CAPACITIES................................................................. 2

SYSTEM ................................................................................. 4

2.1 ACCOUNT CODE ............................................................................4

2.2 ALARM SIGNAL/DOOR BELL ................................................... 6

2.3 AUTHORIZATION CODES (PASSWORD) ....................................8

2.4 AUTO CALL RELEASE .......................................................... 11

2.5 AUTOMATIC CALL DISTRIBUTION (ACD) ............................ 12

2.5.1 Agents .......................................................................................... 12

2.5.1.1 Agent Auto Connect/Zap Tone ................................................. 12

2.5.1.2 Agent Id Login/Logout .............................................................. 12

2.5.1.3 Agent Help Request ................................................................. 14

2.5.1.4 Agent Queued Calls Display ..................................................... 15

2.5.1.5 Agent Automatic Wrap-Up ........................................................ 16

2.5.1.6 Agent On/Off Duty w/Reason Code .......................................... 17

2.5.2 Announcements ............................................................................ 19

2.5.3 Auto ACD DND Unavailable Service ............................................. 21

2.5.4 Calls-In-Queue routing .................................................................. 22

2.5.5 Calls-In-Queue Page Alert ............................................................ 23

2.5.6 Event Messages ........................................................................... 24

2.5.7 Group Mail Box ............................................................................. 25

2.5.8 Group Name ................................................................................. 26

2.5.9 Incoming Call Routing ................................................................... 27

2.5.10 ACD Caller Controlled ICLID Routing .......................................... 28

2.5.11 Supervisors ................................................................................. 29

2.5.11.1 Supervisor Login/Logout ......................................................... 29

2.5.11.2 Supervisor Help Response ..................................................... 30

2.5.11.3 Agent Call Monitor .................................................................. 31

2.5.11.4 Group Status Display ............................................................. 32

2.5.11.5 Group Parameter Control ....................................................... 33

2.5.11.6 Agent Status Control .............................................................. 34

2.5.12 ACD Statistics Report ................................................................. 35

2.6 AUTOMATIC PAUSE INSERTION .......................................... 37

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2.7 AUTOMATIC PRIVACY .......................................................... 38

2.8 AUTO SERVICE MODE CONTROL ........................................ 39

2.9 AUTOMATIC SYSTEM DAYLIGHT SAVINGS TIME ............... 40

2.10 AUTOMATIC SYSTEM TIME SYNCHRONIZATION .............. 41

2.11 BATTERY BACK-UP, MEMORY ........................................... 42

2.12 CALL FORWARD ................................................................. 43

2.13 CALL FORWARD, PRESET .................................................. 47

2.14 CALL PARK .......................................................................... 49

2.15 CALL PICK-UP ................................................................ ..... 50

2.15.1 Directed Call Pick-Up .................................................................. 50

2.15.2 Group Call Pick-Up ..................................................................... 51

2.15.3 Pick Up Group Call Pick-Up ........................................................ 52

2.16 AUTO CALL RECORDING ................................................... 54

2.17 CALL TRANSFER ................................................................. 55

2.17.1 Call Transfer, Station .................................................................. 55

2.17.2 Call Transfer, CO/IP ................................................................... 56

2.17.3 Call Transfer, Voice Mail ............................................................. 57

2.17.4 Call Transfer, System Announcement No. .................................. 58

2.18 CALL WAITING/CAMP-ON ................................................... 60

2.19 CO/IP ACCESS ..................................................................... 61

2.20 CO/IP CALL TIME RESTRICT ION ........................................ 63

2.21 CO/IP CALL WARNING TONE TIMER .................................. 64

2.22 CO/IP QUEUING ................................................................... 65

2.23 CONFERENCE ..................................................................... 67

2.23.1 Conference Room ................................................................ ...... 67

2.23.2 Multi-Party Voice Conference ..................................................... 69

2.23.3 Unsupervised Conference .......................................................... 71

2.23.4 Conference Group ...................................................................... 72

2.23.5 Conference Member VIEW & DELETE ....................................... 74

2.24 CUSTOMER SITE NAME ...................................................... 76

2.25 DATA LINE SECURITY ......................................................... 77

2.26 DELAYED CO/IP RING ......................................................... 78

2.27 DELAYED AUTO ATTENDANT ............................................ 79

2.27.1 Ring Assigned Case ................................................................... 79

2.27.2 DISA Incoming Case (Russia Only) ............................................ 79

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2.28 DIAGNOSTIC/MAINTENANCE ............................................. 81

2.29 DIAL-BY-NAME ................................ .................................... 82

2.30 DIAL PULSE TO TONE SWITCHOVER ................................ 84

2.31 DIALING RESTRICT IONS ..................................................... 85

2.31.1 Class of Service .......................................................................... 85

2.31.2 Day/Timed & Night Station COS ................................................. 87

2.31.3 Temporary Station COS/Lock ..................................................... 88

2.31.4 Walking COS .............................................................................. 90

2.32 DIFFERENTIAL RING ........................................................... 92

2.33 DND (DO NOT DISTURB) ..................................................... 94

2.34 DOOR OPEN ........................................................................ 96

2.35 EMERGENCY CALL E-911 (CALLER LOCATION) SUPPORT .

................................................................................................ 98

2.36 EMERGENCY CALL ............................................................100

2.37 EXECUTIVE/SECRETARY FORWARD ...............................101

2.38 EXTERNAL AUTO ATTENDANT/VOICE MAIL ....................103

2.38.1 AA/VM Group ........................................................................... 103

2.38.2 In-band (DTMF) Signaling ......................................................... 104

2.38.3 SMDI (Simplified Msg Desk Interface) ....................................... 104

2.38.4 Voice Mail Box Translation ........................................................ 106

2.39 FLEXIBLE NUMBERING PLAN .......................................... 108

2.40 8 DIGITS ................................................................ ..............109

2.41 HEADSET COMPATIBILITY ................................ ............... 110

2.42 HOLD ...................................................................................112

2.42.1 Hold Preference ........................................................................ 112

2.42.2 Hold Recall ................................ ................................ ............... 112

2.42.3 Exclusive Hold .......................................................................... 113

2.42.4 System Hold ............................................................................. 115

2.42.5 Automatic Hold ......................................................................... 116

2.43 HOT DESK ...........................................................................117

2.44 ICLID CALL ROUTING ....................................................... 119

2.45 IN-ROOM INDICATION ........................................................120

2.46 IP BRIDGE MODE ............................................................... 121

2.47 IP SYSTEM DECT ............................................................... 122

2.48 IP FAX RELAY, T.38 SUPPORT ..........................................123

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2.49 IP TRANS-CODING ............................................................ 124

2.50 LNR (LAST NUMBER REDIAL) .......................................... 125

2.51 LCR (LEAST COST ROUTING) ...........................................127

2.52 LINKED STATION PAIRS ....................................................129

2.53 LBC (LOUD BELL CONTROL) ............................................131

2.54 MOBILE EXTENSION ......................................................... 132

2.55 MULTIPLE LANGUAGE SUPPORT .................................... 134

2.56 MULTIPLE VOICE MAILBOX SUPPORT .............................135

2.57 MOH (MUSIC-ON-HOLD) .....................................................136

2.58 NETWORK MANAGEMENT SYSTEM ................................ 138

2.59 NETWORK SECURITY & PRIORITY .................................. 139

2.60 PRE-DEFINED & CUSTOM TEXT DISPLAY MESSAGES ... 140

2.60.1 DND operation in internal call to pre-selected station ................ 143

2.61 REDUNDANT SYSTEM PROCESSOR ................................145

2.62 REGISTRATION & FRACTIONAL MODULE TABLES ........146

2.63 RINGING LINE PREFERENCE ................................ ............147

2.64 SPEED DIAL ....................................................................... 148

2.64.1 Display Security ........................................................................ 148

2.64.2 Speed Dial Pause Insertion ....................................................... 148

2.64.3 Station Speed Dial .................................................................... 149

2.64.4 System Speed Dial ................................................................... 152

2.64.5 System Speed Zone (Groups) .................................................. 154

2.65 STATION CALL COVERAGE ............................................. 156

2.66 STATION GROUPS ............................................................ 158

2.67 RING GROUPS INDICATION ...............................................161

2.68 SMDR (STATION MESSAGE DETAIL RECORDING) ......... 162

2.68.1 Call Cost Display ...................................................................... 162

2.68.2 SMDR Call Records .................................................................. 163

2.68.3 Lost Call Recording .................................................................. 166

2.69 SYSTEM ADMIN PROGRAMMING ......................................169

2.69.1 Keyset Administration ............................................................... 169

2.69.2 Multi-Level Admin Access ......................................................... 169

2.69.3 Web Adminis tration ................................................................... 170

2.69.4 Web User Manual ..................................................................... 171

2.70 SYSTEM NETWORKING .................................................... 173

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2.70.1 Centralized Control TNET ......................................................... 173

2.70.2 Distributed Control Network ...................................................... 174

2.70.2.1 Net Call ............................................................................... 175

2.70.2.2 Net Transfer ......................................................................... 176

2.70.2.3 Identification Service ............................................................ 177

2.70.2.4 Call Completion ................................................................... 177

2.70.2.5 Call Offer ................................ ............................................. 178

2.70.2.6 Net Conference .................................................................... 179

2.70.2.7 Message Waiting Indication (MWI) ....................................... 179

2.70.2.8 Net Call Forward – Unconditional ......................................... 180

2.70.2.9 Net Call Forward – Busy ...................................................... 181

2.70.2.10 Net Call Forward – No Answer ........................................... 182

2.70.2.11 Net Call Forward – Busy / No Answer ................................. 183

2.70.2.12 CO Transit-In ..................................................................... 184

2.70.2.13 CO Transit-Out .................................................................. 184

2.70.2.14 BLF Presentation ............................................................... 185

2.70.2.15 Do-Not-Disturb (DND) ........................................................ 186

2.70.2.16 (CAS) Attendant Call .......................................................... 187

2.70.2.17 Centralized Voice Mail ........................................................ 187

2.70.2.18 Paging to Networked System ............................................. 188

2.71 TRAFFIC ANALYSIS ...........................................................190

2.71.1 Traffic Analysis, Attendant ........................................................ 191

2.71.2 Traffic Analysis, Call Reports .................................................... 193

2.71.3 Traffic Analysis, H/W Usage ..................................................... 194

2.71.4 Traffic Analysis, CO/IP Reports ................................................ 194

2.72 UNIVERSAL NIGHT ANSWER (UNA) ..................................197

2.73 VMIM/VSF INTEGRATED AUTO ATTD/VOICE MAIL ..........198

2.73.1 VMIM/VSF ................................................................................ 198

2.73.2 VMIM/VSF-Auto Attendant ........................................................ 198

2.73.3 VMIM/VSF Voice Mail ............................................................... 201

2.73.3.1 Message Storage ................................................................. 201

2.73.3.2 Message Retrieval ............................................................... 202

2.73.3.3 Remote Message Retrieval .................................................. 204

2.73.3.4 Message Retrieval Options .................................................. 205

2.73.3.5 E-Mail Notification ................................................................ 206

2.73.3.6 Voice Mail Back-up Station ................................................... 208

2.73.3.7 Voice Mailbox Settings ......................................................... 209

2.73.3.8 Call Forward from VM .......................................................... 210

2.73.3.9 Outbound Message Notification ............................................ 211

2.73.4 System Voice Memo ................................................................. 212

2.73.5 Company Directory ................................................................... 215

2.73.6 Record VM Greeting using CCR ............................................... 216

2.73.7 Administrator Mailbox ............................................................... 217

2.73.8 Announce Only Mailbox ............................................................ 219

2.73.9 Message Cascade .................................................................... 220

2.73.10 Class of Service Settings ........................................................ 220

2.73.11 Send Message ........................................................................ 221

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2.73.12 Distribution Lists ..................................................................... 222

2.73.13 Mark a message private .......................................................... 224

2.73.14 Mark a message for delivery confirmation ............................... 224

2.73.15 OUTGOING MAILBOX DESTINATION ................................... 225

2.73.16 Personal CCR / User Greeting DISA ....................................... 226

2.74 WAKE-UP ALARM (ONE TIME WAKE UP ALARM) ............227

2.75 WAKE-UP ALARM (FIVE TIME WAKE UP ALARM) .......... 229

2.76 ZONE HOLIDAY ASSIGNMENT ..........................................231

2.77 REMOTE DEVICE ZONE MANAGEMENT .......................... 232

2.78 ZONE CALL AND CONNECTION NUMBER LI MIT ..............233

2.78.1 Zone Outgoing CO call Number Limit ....................................... 233

2.78.2 Inter Zone Connection Number Limit ........................................ 233

2.79 SYSTEM CALL ROUTING ...................................................235

2.80 CO CALL REROUTING ........................................................237

2.81 REMOTE CONTROL WITH MOBILE EXTENSION ..............239

2.82 PREFIX DIALING TABLE ....................................................240

2.83 IP CALL RECORDING .........................................................242

2.84 3

PARTY CALL RECORDING ......................................... 244

2.85 FORCED DISCONNECT BUTTON (EMERGENCY

SUPERVISOR BUTTON) .............................................................245

2.86 CALL BACK TO CO ............................................................246

2.87 PERSONAL GROUP ............................................................248

2.88 ALARM NOTIFICATION CONTROL ....................................249

INTERCOM ........................................................................ 251

3.1 DIRECT STATION SELECT/BUSY LAMP FIELD (DSS/BLF) 251

3.2 INTERCOM CALL (ICM CALL) ..............................................252

3.3 INTERCOM CALL HOLD .......................................................254

3.4 INTERCOM CALLER CONTROLLED ICM SIGNALING ....... 255

3.5 INTERCOM LOCK-OUT .........................................................256

3.6 INTERCOM STEP CALL ....................................................... 257

3.7 INTERCOM TENANCY GROUP ............................................ 258

3.8 INTERCOM TRANSFER ....................................................... 260

3.9 MESSAGE WAIT/CALL BACK ..............................................262

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3.9.1 CLI Message Wait ...................................................................... 262

3.9.2 Short Message Service (SMS) .................................................... 264

3.9.3 Station Message Wait/Call Back ................................................. 266

3.9.4 Message Wait Reminder Tone .................................................... 269

3.10 PAGING .............................................................................. 270

3.10.1 Internal/External & All Call Page ............................................... 270

3.10.2 Meet Me Page Answer ............................................................. 272

3.10.3 SOS Paging .............................................................................. 273

3.11 PUSH-TO-TALK PAGING ....................................................274

3.12 BARGE IN ........................................................................... 276

CO/IP ................................................................................. 277

4.1 AUTO FAULT DETECTION AND RECOVERY ......................277

4.2 CO LINE FLASH ................................................................... 278

4.3 CO/IP LINE GROUPS ........................................................... 279

4.4 CO/IP LINE PRESET FORWARD ......................................... 280

4.5 CO/IP RING ASSIGNMENT .................................................. 281

4.6 CO LINE RELEASE GUARD TIME ........................................282

4.7 CO RING DETECT ................................................................ 283

4.8 DIAL PULSE SIGNALING ..................................................... 284

4.9 DIRECT INWARD DIAL (DID) ............................................... 285

4.10 DIRECT INWARD SYSTEM ACCESS (DISA) ......................287

4.11 DTMF SIGNAL SENDING ....................................................289

4.12 IP ADDRESS DIALING ....................................................... 290

4.13 IP TRUNKING ......................................................................291

4.13.1 H.323 v4 Service ...................................................................... 291

4.13.2 SIP Service ............................................................................... 292

4.14 IP WAN DIALING AFTER ANSWER ....................................293

4.15 ISDN (INTEGRATED SERVICE DIGITAL NETWORK) .........294

4.15.1 ISDN AOC (Advice of Charge) .................................................. 294

4.15.2 Calling/Called Party Identification .............................................. 295

4.15.3 Keypad Facility ......................................................................... 296

4.15.4 Multiple Subscriber Number (MSN) ........................................... 297

4.16 ISDN SUPPLEMENTARY SERVICES ..................................299

4.16.1 ISDN Call Deflection ................................................................. 299

4.16.2 ISDN Malicious Call Id Request ................................................ 300

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vii

4.17 PRIVATE LINE .....................................................................301

4.18 Multi-function Analog Trunk Module (MATM) Service ......302

4.18.1 E&M Trunk Function ................................................................. 302

4.18.2 LD/RD/LCO Trunk Function ...................................................... 303

4.19 MULTIPLE CLI .....................................................................304

IPECS PHONE .................................................................. 306

5.1 ANSWERING MACHINE EMULATION ..................................306

5.2 AUTO CALLED NUMBER REDIAL (ACNR) ..........................308

5.3 AUTO RELEASE OF [SPEAKER] ..........................................310

5.4 AUTOMATIC SPEAKER SELECT .........................................311

5.5 BACK GROUND MUSIC ....................................................... 312

5.6 CALL LOG DISPLAY .............................................................314

5.7 CO LINE NAME DISPLAY .....................................................315

5.8 DID CALL WAIT .....................................................................316

5.9 DND - ONE TIME DND ...........................................................317

5.10 FLEX BUTTON DIRECT SPEED DIAL ASSIGNMENT ........318

5.11 FLEXIBLE LED FLASH RATES ...........................................319

5.12 GROUP LISTENING ............................................................320

5.13 STATION INDIVIDUAL CALL ROUTING (ICR) ....................321

5.14 CALL PROFILE .................................................................. 323

5.15 INTERCOM SIGNALING MODE ..........................................325

5.16 MUTE ...................................................................................326

5.17 OFF-HOOK SIGNALING ..................................................... 327

5.18 ON-HOOK DIALING .............................................................328

5.19 PRIME LINE IMMEDIATELY/DELAYED ..............................329

5.20 RING TONE DOWNLOAD ....................................................331

5.21 SAVE NUMBER REDIAL (SNR) ..........................................332

5.22 SILENT TEXT MESSAGE ....................................................333

5.23 SPEAKERPHONE .............................................................. 334

5.24 STATION FLEXIBLE BUTTONS ..........................................335

5.25 STATION RELOCATION .....................................................337

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5.26 STATION USER PROGRAMMING & CODES ......................338

5.27 TWO-WAY RECORD ...........................................................343

5.28 VOICE OVER ................................................................ ...... 345

5.29 SERIAL DSS ....................................................................... 347

ATTENDANTS .................................................................. 349

6.1 ACTIVE CPU (MFIM) DISPLAY .............................................349

6.2 ALTERNATE ATTENDANT ...................................................350

6.3 ATTENDANT POSITIONS ......................................................351

6.4 ATTENDANT RECALL ......................................................... 352

6.5 ATTENDANT STATION PROGRAM CODES .........................353

6.6 CABINET ALARM ..................................................................356

6.7 CALL FORWARD, ATTENDANT .......................................... 357

6.8 CALL FORWARD CO/IP OFF-NET ........................................358

6.9 CALL/QUEUING ....................................................................360

6.10 DAY/NIGHT/TIMED/SCENARIO RING MODE .....................361

6.11 DSS CONSOLES .................................................................363

6.12 DISABLE OUTGOING CO/IP ACCESS ................................366

6.13 DND OVERRIDE ..................................................................367

6.14 EMERGENCY CALL ATTENDANT ALERT .........................368

6.15 EZ-ATTENDANT ................................................................. 370

6.16 FEATURE CANCEL .............................................................371

6.17 INTRUSION ......................................................................... 372

6.18 LCD DISPLAY FORMAT CONTROL ....................................373

6.19 SYSTEM CLOCK SET .........................................................374

6.20 IP-ATTENDANT ...................................................................376

SLT .................................................................................... 377

7.1 BROKER CALL .................................................................... 377

7.2 HOWLER TONE .....................................................................379

7.3 SLT MESSAGE WAIT INDICATION ...................................... 380

7.4 SLT NAME ENTRY ................................................................381

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7.5 TRANSFER CLI TO SLT ....................................................... 382

7.6 SLT FLASH MODE ............................................................... 383

SIP EXTENSION ............................................................... 384

8.1 REGISTRATION ....................................................................384

8.2 PROVISIONING .................................................................... 390

8.3 MAKE CALL ......................................................................... 394

8.4 CALL ANSWER .....................................................................396

8.5 CALL HOLD ...........................................................................397

8.6 CALL TRANSFER ................................................................ 398

8.7 CALL FORWARD ................................ ................................. 399

8.8 DO NOT DISTURB (DND) ..................................................... 400

8.9 CONFERENCE ......................................................................401

8.10 CALL WAIT & BROKER CALL ............................................402

8.11 CALL PARK .........................................................................403

8.12 MCIM REQUIREMENT FOR SIP PHONE .............................404

8.13 VOIP OR VOIM8/24 REQUIREMENT FOR SIP PHONE .......405

8.14 CALL TRACE OF SIP EXTENSION FOR DEBUGGING ......406

8.15 DSS/BLF (BUSY LAMP FIELD) ...........................................407

8.16 SIP VIDEO CALL ................................ .................................408

8.17 SIP VIRTUAL MOBILE EXTENSION (VMEX) ......................409

8.18 SIP VIRTUAL CO LINE (VCOL) ...........................................416

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INTRODUCTION

1.1

MANUAL APPLICATION

This document provides detailed information covering description and operation of the numerous features available in the iPECS LIK Series Release 6.1 system software. As with any instruction the suitability and correct application needs to be assessed on a site by site basis. Thus instructions below may need to be adapted accordingly. Due to a number of reasons, eg parts, quality and type of CO lines, etc, features below may be unsuitable. In the event that a customer finds the application of a solution unsuitable please take the necessary steps to rectify. To rectify an application that is not suitable one may need to reverse the activation steps and may include turning the application off. Many features have constraints and limitations documented in these technical manuals. In many cases some general limitations are not documented. Non publication of a limitation does not constitute responsibility on Aria Technologies part to meet customers’ expectations unless deemed as a core advertised function failing in a standard setting e.g. Incoming ring, outgoing call access. The document is written assuming the system employs the default-numbering plan for North America (adjusted to AU for most values).

1.1.1 Organization

Features are arranged alphabetically in six different major groupings as follows:

 Section 2 System Features  Section 3 Intercom Features  Section 4 CO/IP  Section 5 iPECS Phone  Section 6 Attendant Position  Section 7 SLT

1.1.2 Feature Information

Each section is an alphabetical listing of features with the description and operation of each. The structure is divided into 6 parts as below:

 Description: explains the nature of the feature.  Operation: gives detailed step-by-step operation of the feature for iPECS IP

Phones and SLTs.

 Conditions: explains known feature interactions and constraints related to

the feature.

 Programming: lists database entries that may be required for proper

feature operation.

 Reference: lists related topical information to aid in understanding the

feature.

 Hardware: lists hardware required for proper feature op eration.

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Item

iPECS-50

iPECS-100 (MFIM100)

iPECS-300 (MFIM300)

iPECS-600 (MFIM600)

iPECS-1200 (MFIM1200)

Main Cabinet

n/a

10 slots

System Ports

50 ports

100 ports

300 ports

600 ports

1200 ports

Stations*1

50 w/2 SLT

std.

70 300 600 1200

PSTN circuits*

max 42, basic

iPECS 50A

std. 4 PSTN +

VoIP

iPECS 50B

std. 4 BRI +

VoIP

200

400

600

Max. RSGMs

150

300

600

Attendants 4 4 5 5

Serial Port (RS232C)

1 1 1 1

USB Host port

1 1 1 1 1

Alarm/Door bell input

1 2 2 2

External Control Relays

1 2 4 4

Music Source Inputs

1 2 2 2

Power Fail Circuit

4 + Ext. PFTU

(6 optional)

4 + Ext. PFTU

(6 optional)

4 + Ext. PFTU

(6 optional)

External Page zones

1 2 2 2

Internal Page Zones

10 10 35 35 100

System Speed Dial

800

(23 digits)

800

(23 digits)

3000

(23 digits)

6000

(23 digits)

12000

(23 digits)

System Speed Dial Zones (Groups)

10 10 10 20 50

Station Speed Dial

20 (23 digi ts)

20 (23 digits)

100 (23 digits)

100 (23 digi ts)

100 (23 digits)

Total station speed dial

1000

4000

8000

24000

Last Number Redial

10 (23 digi ts)

10 (23 digits)

10 (23 digi ts)

10 (23 digits)

Save Number Redial

1 (23 digits)

DSS Consoles/Station

3 3 9 9

SMDR buffer

5000

10000

15000

30000

CO Line Groups

200

Station & Hunt Groups

40 40 48 48 100

1.2 SYSTEM CAPACITIES

The iPECS Series is available in several configurations as listed in Table 1.2-1. Total port capacities range from the 50-channel iPECS-50 to iPECS-1200 at 1200 ports.

Table 1.2-1 System Capacity Chart

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Item

iPECS-50

iPECS-100 (MFIM100)

iPECS-300 (MFIM300)

iPECS-600 (MFIM600)

iPECS-1200 (MFIM1200)

Station & Hunt Group Members

50 70 70 70 200

Pickup Group

100

150

200

Pickup Group Member

50 70 300 600 1200

Conf. Grps System

20 20 40 80 160

Station

150

300

600

Executive/Secretary pairs

10 10 36 36 100

Authorization Codes

Station

300

600

1200

System

450

430

700

1400

2800

Total

500

1000

2000

4000

VSF

280(245)

minutes

(6 channels)

210(175)

minutes

(6 channels)

210(175)

minutes

(6 channels)

n/a

VMIM

9 hrs

9 hrs, ma x x 6

9 hrs, ma x x 30

MCIM 2 2 4 8

WTIM

VoIP channels

Std. 4-8

6 std.

n/a

Redundancy

Yes

SIP channels (Stations + CO lines)

Same as

system port

112 200

200/100

Note5

500

Table 1.2-1 System Capacity Chart

Note 1 The station and CO Line maximums are not simultaneously; total ports cannot exceed the specified System Port capacity. Note 2 For maximum RSGM connection ports, calculation formula is ports = available system station ports)/2, there must be sufficient VoIP channels to support packet relay for RSGM rtp

packets. Note 3 Approximately 35 minutes (16 Mbytes) of the VSF memory are used to provide basic system prompts, the remaining memory can be used for announcements and voice message

storage. Values in parenthesis are the announcement and storage time available. Note 4 Using G.711 codecs, 8 VoIP channels are available. Due to additional processing needs, complex codecs reduce the available channels; four (4) channels are available using G.723 or G.729. Note 5 Issue 0, 1, 2 : Support up to 100 channels (SIP extension + CO trunk) simultaneously Issue 3 : Support up to 200 channels (SIP extension + CO trunk) simultaneously

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SYSTEM

2.1

ACCOUNT CODE

Description

Station users may allow tracking of specific calls by entering a non-verified variable length (up to 12 digits) iden tifier for a call. The identifier or “Account Code” is output as part of the Station Message Detail Record (SMDR) for the call.

Operation

iPECS Phone To assign a Flex button for {ACCOUNT CODE} operation:

{ACCOUNT CODE} button: [PGM] + {FLEX} + [PGM] + “84” + [SAVE] {ONE-TOUCH ACCOUNT CODE} button: [PGM] + {FLEX} + [PGM] + “84” + Account code (up to 12 digits) + [SAVE]

To enter an Account Code using an {ACCOUNT CODE} button prior to placing a call:

1. Lift the handset.

2. Press the {ACCOUNT CODE} button.

3. Dial the Account Code (1 to 12 digits).

4. Press “*”, Intercom dial tone is heard.

5. Place the CO/IP call as normal. Or,

6. Lift the handset or press the [SPEAKER] button.

7. Press the {ONE-TOUCH ACCOUNT CODE} button.

To enter an Account Code using an {ACCOUNT CODE} button during a call:

SLT

To enter an Account Code prior to placing a call:

To enter an Account Code during a call:

8. Place the CO/IP call as normal.

1. Press the {ACCOUNT CODE} bu tton.

2. Dial the Account Code (1 to 12 digits).

3. Press “*”. Or,

1. Press the {ONE-TOUCH ACCOUNT CODE} button.

1. Lift the handset.

2. Dial Flex Numbering Plan code “550”.

3. Dial the Account Code (1 to 12 digits).

4. Press “*”.

5. Place the CO/IP call as normal.

1. Momentarily press the Hook-switch.

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2. Dial Flex Numbering Plan code “550”.

3. Dial the Account Code (1 to 12 digits).

4. Press “*”.

Conditions

1. When entering an Account Code during a call, DTMF digits are not heard by the connected party.

2. A maximum of 1000 {ONE-TOUCH ACCOUNT CODE} buttons may be assigned in the system.

3. If an Authorization Code is entered as the Account Code, the SMDR record will show the station number or the bin number for a System Authorization Code rather than the user entered Authorization Code.

4. If the Forced SMDR Account Code of station is set to “ON”, user should enter an Account Code prior to placing an outgoing call.

Programming

NUMBERING 1 Flexible Numbering Plan (PGM 106-Btn 8) STATION 1 Forced SMDR Account Code (PGM 113-Btn 24-21)

Related Features

 Authorization Codes (Password)  SMDR (Station Message Detail Recording)  Station Flexible Buttons

Hardware

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SYSTEM

Alarm Enable (PGM 163-Btn 1)

Alarm Contact Type (PGM 163-Btn 2)

Alarm/Doorbell Mode (PGM 163-Btn 3)

Alarm Signal Mode (PGM 163-Btn 4)

STATION

Alarm/Door Bell Attribute (PGM 113-Btn 8)

2.2

ALARM SIGNAL/DOOR BELL

Description

The system can be configured to recognize the status of an external contact (normally open or closed). The system will signal assigned iPECS Phones when the contact ac tivates. This capability is commonly employed to provide remote Alarm or Door Bell signals to the user.

Assigned stations receive the Alarm Signal, either a single tone burst repeated at 1-minute intervals or a continuous tone. The Alarm Signal may be terminated at the user’s phone by dialing the Alarm Stop code or, if assigned, pressing the {ALARM STOP} button. To rearm the Alarm function, the alarm condition must be cleared and the Alarm signal terminated.

When used as a Door Bell, assigned iPECS Phones receive a single tone burst each time the external contact is activated and no reset is required.

Operation

System At detection of contact operation, the Alarm/Door Bell signal is sent to assigned stations.

iPECS Phone To assign a Flex button as an {ALARM STOP} button to terminate the Alarm Signal:

[PGM] + {FLEX} + “565” + [SAVE] To terminate an Alarm Signal while idle:

1. Dial the Flex Numbering Plan code 565, confirmation tone is received and the Alarm Signal is terminated. If the alarm condition is cleared, the system will automatically rearm the alarm monitoring.

Or,

2. Press the {ALARM STOP} button.

Conditions

1. The Alarm contacts mus t be “dry”, no voltage or current source connected.

2. Only an iPECS Phone may be assigned to receive Alarm/Door Bell signals.

3. An iPECS Phone with LCD assigned to receive Alarm/Doo r Bell signals will show “ALARM” or “DOOR BELL” as appropriate.

Programming

Related Features

 Door Open

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Hardware

 iPECS Phone  External contact connected to Alarm input of MFIM, refer to iPECS

Hardware Description & Installation Manual.

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2.3

AUTHORIZATION CODES (PASSWORD)

Description

Authorization Codes provide a means to control access to Off Premise Call Forward, Walking COS, or DISA and may be required for outgoing CO/IP Line or LCR access based on configuration of the iPECS database. When users dial an Authorization Code that matches an Authorization Code stored in the database, the system invokes the Station COS or the COS assigned to Authorization code. Each Authorization code has separate Day/Night mode COS assignments.

There are two types of Authorization Codes, Station and System. A Station Authorization Code is specifically related to a given station and intended for a single user. The System

Authorization Codes are intended for use by any station in the system. The Station Authorization Codes includes the associated station number and the assigned

code. The structure of the System Authorization code can be set as either “*”, or “*” the Authorization table index and the code digits. The later allows duplicate codes to be employed using entry of table index to provide a unique identification of the entry.

The Administrator and Attendan ts are pe rmitted to assign any Authorization code including codes for anothe r station. Normal users may only assign the Station Authorization code for the specific station.

Operation

iPECS Phone To assign a Station Authorization Code:

1. Press the [PGM] button.

2. Dial “33”, the Authorization Code Program Code.

3. Dial the Station number.

4. Dial the Authorization Code (1 to 12 digits).

To enter an Authorization Code when second dial tone is received:

SLT

To assign a Station Authorization code:

To enter an Authorization Code when second dial tone is received;

5. Press the [SAVE] button.

1. Dial the station number for the Station Authorization code or, for a System Authorization Code, dial “*” or “*” and the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Place call as normal.

1. Lift the handset.

2. Dial SLT Program Mode Entry code “561”.

3. Dial Station User Program code “33”.

4. Dial Authorization Code (1 to 12 digits).

5. Momentarily press the Hook-switch, receive confirmation tone.

1. Dial the station number for the Station Authorization code or, for a System

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Authorization Code, dial “*” or “*” and the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Momentarily press the Hook-switch.

4. Place call as normal.

DISA To enter an Authorization Code when second dial tone is received:

1. Dial the station number for a Station Authorization code or, for a System code, “*” or “*” and the Authorization table index,

2. Dial the corresponding Authorization Code.

3. Place call as normal.

System Attendant To assign an Authorization Code:

1. Press the [PGM] button.

2. Dial Attendant Station Program Code ‘031’.

3. Dial station number for a Station code or, for system code, “*” or “*” and the Authorization table index.

4. Dial Authorization Code.

5. Press the [SAVE] button.

Conditions

1. When a DISA Line is marked for Authorization Code entry, the caller will hear DND Warning tone and must input a valid Authorizati on Code to continue. In case of an entry err or, the user may retry entry of the code. In case of multiple entry errors, the user may retry entry based on the DISA Retry counter. The station, if assigned, is forced to COS 7 after repeated attempts fail.

2. A user must enter a valid code within the number of attempts assigned as the FAC (Forced Account Code) Retr y Count. The station, if enabled, is placed to COS 7 after repeated failure attempts.

3. A user may enter an Authorization Code from any station to place a CO/IP call using Walking COS.

4. The default Station Authorization code is the station number and “*”.

5. The total number of Authorization codes is provided in Table 1.2-1.

6. CO/IP groups may be configured to require entry of a valid Authori zation Code. In this case, a second dial tone is provided when the CO/IP group is accessed. If the code entered is invalid, error tone is returned and the user must enter a valid code within the FAC Retry Count.

7. If the Check Password option is enabled in the LCR database, when dialed digits match the LDT table digits, the system will send second dial tone to request the user input a valid Authorization code.

8. An Authorization code may include any dial pad digit except “*” and “#”.

9. Duplicate or conflicting System Authorization codes are not allowed when using the older “*” and code operation. For example, code “1234” conflicts with code “123” and cannot be recognized as a unique code. Since the index operation employs the table index and the station number forms part of the Station code, conflicts will not occur and duplicate codes are allowed for these types of Authorization code.

10. Use of Authorization codes varies based on the system nation code. In some

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Programming

STATION

Station Account (PGM 112-Btn 19)

CO/IP 1 CO/IP Group Authorization (PGM 141-Btn

DISA Authorization Code (PGM 142-Btn 5)

SYSTEM

DISA Retry Counter (PGM 160-Btn 5)

FAC Retry Count (PGM 160-Btn 16)

Old Auth Code Use (PGM 161-Btn 16)

COS 7 When Auth fails (PGM 161-Btn 17)

End code(#) usage in System Auth Code (PGM 160 – Btn 26)

TABLES

LCR Check Password (PGM 221-Btn 6)

Station Authorization Code Table (PGM 227)

regions, particularly the US and UK, a System Authorization code may be required for DISA access. Entering a Station code on a DISA line will fail in these areas. In other regions, a System Authorization code can be used with Walking COS.

11. In case of System Authorization code, there is a system base admin option - End code (#) usage in System Auth Code (PGM 160 – Btn 26).

If this value is set to ON, user must en ter End Code (#) after entering authorization code.

Related Features

 Account Code  Auto Service Mode Control  Direct Inward System Access (DISA)  CO/IP Line Groups  CO/IP Access  Temporary Station COS/Lock  Walking COS  Call Forward  Station User Programming & Codes

Hardware

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Programming

STATION

Howling Tone to Stn (PGM 111-Btn 5)

SYSTEM

CO Call Automatic Release Timer (PGM 180-Btn 12)

Intercom Call Automatic Release Timer (PGM 182Btn 4)

2.4

AUTO CALL RELEASE

Description

CO/IP or intercom calls (except Hands-free Answerback), will be released automatically if the user does not complete dialing or, for intercom calls, the called party does not answer after a pre-determined time.

Operation

System Auto Call Release of Intercom calls:

1. If a station places an intercom call and the called station does not answer in the Interco m Call Release Time, the call is terminated and the calling user receives error tone.

Auto Call Release of CO/IP calls:

1. If a station seizes an idle CO/IP Line and does not dial within the CO/IP Call Automatic Release Time, the call is terminated and the user will receive error tone.

Conditions

1. If the Automatic Call Release Timer is set to “0”, Auto Call Release is disabled.

2. When the handset is used to place a call, the user will receive error tone for 30 seconds followed by 30 seconds of Howler tone and the station is placed in a fault mode. If on-hook dialing is used, the station receives error tone for one (1) second and returns to idle automatically.

Related Features

 Howler Tone

Hardware

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2.5

AUTOMATIC CALL DISTRIBUTION (ACD)

Description

iPECS ACD incorporates flexible incoming call routing, real-time agent monitoring and supervision, and call record statistics as well as ACD Event messages for mana gement reporting. Calls route to an ACD group directly or otherwise including via call transfer, CCR and ICLID routing.

2.5.1 Agents

2.5.1.1 Agent Auto Connect/Zap Tone

Description

Agents using a headset can have calls from enabled ACD groups connected to them automatically. This feature removes the requirement for the agent to answer ACD calls manually. The Agent receives a short tone (Zap Tone), if assigned, and is then connected to the ACD caller.

Operation

System When Zap tone is enabled, operation of this feature is automatic.

Conditions

1. The station must be in the headset mode for this feature to operate.

Programming

STATION GROUPS 1 ACD Group (PGM 191)

2 Zap Tone (PGM 191-Btn 24-1)

Related Features

Hardware

 Station Groups

 iPECS Phone

2.5.1.2 Agent Id Login/Logout

Description

Stations or 4-digit Agent Ids are assigned as members of an ACD group. A station or Agent ID can be assigned to a maximum of two (2) ACD groups. Each Agent has a unique 4-digit Agent Id used to login and logout of active ACD group participation. Agents can login from any station in the system but only at one station. When an Agent logs in, any active login for the Agent is

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terminated and the new login is honored. An Agent may login to two (2) groups at one time, logging into and out of the primary and secondary group separately.

Operation

Agent iPECS Phone

To assign {LOGIN} or {LOGOUT} buttons:

To Login to a primary group using the Agent Id;

To Logout of the primary ACD Group;

To Login to a secondary group using the Agent Id;

To Logout of the secondary ACD Group;

SLT

To Login to a primary group using the Agent Id;

To Logout of the primary ACD Group;

To Login to a secondary group using the Agent Id;

1. [PGM] + {FLEX} + Login or Logout code + ACD Group Number (optional) + [SAVE]

1. Lift handset or press [SPEAKER] button,

2. Dial “581” the ACD Agent Primary Login code or press the Login Flex button,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset or press [SPEAKER] button,

2. Dial “582” the ACD Agent Primary Logout code or press the Logout Flex button.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset or press [SPEAKER] button,

2. Dial ‘583’ the ACD Agent Secondary Login code or press the Login Flex button,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset or press [SPEAKER] button,

2. Dial “584” the ACD Agent Secondary Logout code or press the Logout Flex button.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged out of the ACD Group.

1. Lift handset,

2. Dial “581” the ACD Agent Primary Login code,

3. Dial the ACD group number

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset,

2. Dial “582” the ACD Agent Primary Logout code.

3. Dial the ACD group number

4. Dial the Agent ID, the agent is logged out of the ACD Group.

1. Lift handset,

2. Dial “583” the ACD Agent Secondary Login code,

3. Dial the ACD group number

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NUMBERING PLAN

ACD Agent Primary Login code (PGM 109-Btn 5)

ACD Agent Primary Logout code (PGM 109-Btn 6)

ACD Agent Secondary Login code (PGM 109-Btn 7)

ACD Agent Secondary Logout code (PGM 109-Btn 8)

STATION GROUPS

ACD Group (PGM 191)

SYSTEM

Discovery Manager Print (PGM 160-Btn 13)

Application Interface Msg (PGM 161-Btn 18)

4. Dial the Agent ID, the agent is logged into the ACD group.

To Logout of the secondary ACD Group;

1. Lift handset,

2. Dial “584” the ACD Agent Secondary Logout code.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged out of the ACD Group.

Conditions

1. The system outputs ACD events including Login/Logout messages when Discovery Manager Print is enabled.

2. The Agent Id can be any 4-digit number (0000-9999). iPECS does not verify the Agent Id, other than requiring that four digits be entered.

3. Any Agent Id may be used to login except at a Hot Desk station where the user Authorization code is required.

Programming

Related Features

 Station Groups  Hot Desk  Authorization Codes (Password)

Hardware

2.5.1.3 Agent Help Request

Description

Agents request assistan ce from a Supervisor using the ACD Help Code, de fault 574. Using iPECS Phones, agents with the {HELP} butt on can request assistance without interrupting an active conversation.

Operation

Agent iPECS Phone To assign {HELP} buttons:

1. [PGM] + {FLEX} + “574” + ACD Group Number (optional) + [SAVE]

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NUMBERING PLAN

ACD Group Help Code (PGM 107-Btn 5)

STATION GROUPS

ACD Group (PGM 191)

ACD Supervisor (PGM 191-Btn 18)

To request Supervisor assistance while on an active ACD call,

1. Press the {HELP} button.

SLT To request Supervisor assistance while on an active ACD call,

1. Hook-flash.

2. Dial “574”, the Agent Help code.

3. Dial the desired ACD Group number.

Conditions

1. Agents receive error tone to indicate the re is no active Supervisor.

2. Using the {HELP} bu tton during a call, no signals are sent on the active conversation and the connected party is unaware of the request for assistance.

Programming

Related Features

 Station Groups  Supervisor Help Response

Hardware

2.5.1.4 Agent Queued Calls Display

Description

An Agent can view the queued call status for an ACD group when not on a call, in off-duty or wrap-up status. In addition, an active Agent can view the queued call status for an ACD group while on a call using {Display Call Queue} Flex button. The Call Queue display will show the ACD group number, the number of calls in queue and the longest queue time.

Operation

Agent iPECS Phone

To assign a {DISPLAY CALL QUEUE} buttons;

To display ACD Call Queue status when the Agent is idle and on-duty;

1. [PGM] + {FLEX} + “575” + ACD Group Number + [SAVE]

1. Lift the handset or press the [SPEAKER] button.

2. Dial “575”, the ACD Call Queue status code

3. Dial the ACD Group number. The display sh ows the Queued call status and will update as the queue status changes. If no calls are in queue, the phone returns to idle.

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4. Hang-up to return to idle and normal display. Or,

1. Lift the handset or press the [SPEAKER] button.

2. Press the {DISPLAY CALL QUEUE} button. The display shows the Queued call status and will update as the queue status changes. If no calls are in queue, the phone returns to idle.

3. Hang-up to return to idle and normal display.

To display ACD Call Queue status when the Agent is on a call;

1. Press the {DISPLAY CALL QUEUE} button, the displays shows the queued status for seconds and then returns to the normal call display.

Conditions

1. The Agent cannot display queued call status while the phone is ringing.

2. If there are no queued calls to display, the phone returns to idle after providing error tone.

Programming

NUMBERING PLAN 1 Display ACD Call Queue Status (PGM 107-Btn 6) STATION GROUPS 1 ACD Group (PGM 191)

Related Features

Hardware

 Station Groups

 iPECS Phone with Display

2.5.1.5 Agent Automatic Wrap-Up

Description

When an Agent completes an ACD group call, the Agent automatically enters into the Wrap-up state. In this state, an Agent will not receive ACD calls, allowing the Agent to complete paperwork, etc. The Agent remains in this automatic Wrap-Up state for the duration of the ACD group Wrap-Up Timer. After the Wrap-Up Timer or by using “Wrap-Up-End” feature, the Agent returns to available status and can receive ACD group calls.

Operation

Agent iPECS Phone

To assign a {WRAP-UP-END} button;

Activation;

Deactivation;

1. [PGM] + {FLEX} + “585” + [SAVE]

1. Automatic when Agent completes an ACD group call

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NUMBERING PLAN

ACD Agent Wrap-Up-End Code (PGM 109-Btn 9)

STATION GROUPS

ACD Group (PGM 191)

Related Features

ACD Wrap-up Timer (PGM 191-Btn 9)

Hardware

1. Automatically after Wrap-Up Timer.

1. Dial “585” the Wrap-Up-End code.

1. Press {WRAP-UP-END} flexible button, before expiration of the Wrap-Up Timer.

Conditions

1. During Agent automatic Wrap-Up, the assigned {WRAP-UP-END} flexible button

Programming

Or,

flashes. The button LED extinguishes when the Wrap-Up Timer expires or if the button is pressed, both return the Agent to available.

2.5.1.6 Agent On/Off Duty w/Reason Code

Description

Agents can control their status, On/Off-duty, and assign a Reason code for an Off-du ty state. The system outputs the Reason code as part of the ACD Event message output. The Reason code may be any digit (0 ~ 9, * and #). With the exception of Reason code “0”, when the Agent goes Off-duty manually, the Agent must return to the On-duty state manually.

If assigned as the Auto ACD DND code, using Reason code “0” activates the ACD DND Wrapup timer. At expiration of the timer, the Agent is placed back On-duty. This provides the flexibility of an Agent activated Wrap-up time.

The Agent may assign an {ACD ON/OFF DUTY} button to for easy access. The ACD group number and the Reason code can be assigned for an {ACD ON/OFF DUTY (GROUP) (REASON)} button. By entering the Auto ACD DND code, the Agent will have an ACD DND button and, if assigned Reason code “0”, the Agent will return to On-duty status after the ACD DND Wrap-up time.

Operation

Agent iPECS Phone To assign an {ACD ON/OFF DUTY (GROUP)} button;

1. [PGM] + {FLEX} + “571” + (optional ACD group number) + (optional Reason Code)

To toggle to Off-duty state from On-Duty,

+ [SAVE]

1. Dial “571”, Agent On/Off Duty Code.

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2. Dial ACD group number

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3. Dial Reason Code (“0” ~ “9”, “*” or “#”) Or,

1. Press {ACD ON/OFF DUTY (GROUP)} button.

2. Dial Reason Code (“0” ~ “9”, “*” or “#”) Or,

1. Press {ACD ON/OFF DUTY (GROUP)(REASON)} button.

To return to an On-duty state;

1. Dial “571”, Agent On/Off Duty Code

2. Dial ACD group number Or,

1. Press the {ACD ON/OFF DUTY (GROUP)} button. Or,

1. Press the {ACD ON/OFF DUTY (GROUP)(REASON)} bu tton.

To assign an {ACD ON/OFF DUTY IN ALL HUNT GROUP} button;

1. [PGM] + {FLEX} + the code for {Agent On/Off duty in all hunt group} + (optional Reason Code) + [SAVE]

2. The code for {Agent On/Off duty in all hunt group} is in PGM109-Btn 17.

If a station is included in two or more hunt group, To go to ON duty in all hunt group when the user is OFF duty in more one hunt group

1. Dial the code for {Agent On/Off duty in all hunt group} button. Or,

1. Press {ACD ON/OFF DUTY IN ALL HUNT GROUP} bu tton. Or,

1. Press {ACD ON/OFF DUTY IN ALL HUNT GROUP(REASON)} button.

If a station is included in two or more hunt group, To go to OFF duty in all hunt group when the user is ON duty in all hunt group;

1. Dial the code for {Agent On/Off duty in all hunt group} button.

2. Dial Reason Code (“0” ~ “9”, “*” or “#”) Or,

1. Press {ACD ON/OFF DUTY IN ALL HUNT GROUP} button.

2. Dial Reason Code (“0” ~ “9”, “*” or “#”) Or,

1. Press {ACD ON/OFF DUTY IN ALL HUNT GROUP(REASON)} button.

SLT To toggle to Off-duty state from On-Duty;

1. Lift handset or press [SPEAKER] button,

2. Dial “571”, Agent On/Off Duty Code

3. Dial ACD group number

4. Dial Reason Code (“0” ~ “9”, “*” or “#”)

To return to an On-duty state;

1. Lift handset or press [SPEAKER] button,

2. Dial “571”, Agent On/Off Duty Code

3. Dial ACD group number

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NUMBERING PLAN

Agent On/Off Duty code (PGM 107-Btn 2)

Agent ON/OFF duty in all hunt group (PGM 109-Btn

17)

STATION

Auto ACD DND Reason code (PGM 113-Btn 15)

STATION GROUPS

ACD Group (PGM 191)

ACD DND Wrap-up Timer (PGM 191-Btn 20)

If a station is included in two or more hunt group, To go to ON duty in all hunt group when the user is OFF duty in more one hunt group

1. Lift handset or press [SPEAKER] button,

2. Dial the code for {Agent On/Off duty in all hunt group} button.

If a station is included in two or more hunt group, To go to OFF duty in all hunt group when the user is ON duty in all hunt group;

1. Lift handset or press [SPEAKER] button,

2. Dial the code for {Agent On/Off duty in all hunt group} button.

3. Dial Reason Code (“0” ~ “9”, “*” or “#”).

Conditions

1. The system will output an Agent Availability message with the dialed Reason code when an Agent changes availability status. The message will include the button type “Wrap” if the ACD DND timer is activated.

2. The {ACD ON/OFF-DUTY} flex button will flash while the agent is Off-duty for any reason. The button LED extinguishes when the Agent returns to On-duty status.

3. While Off-duty, the superviso r's flex button LED assigned for the Agent’s station flashes at the DND rate. The supervisor may call the station overriding the Off-

duty status.

4. The {ACD ON/OFF-DUTY (GROUP)(0)} button overwrites other {ACD DUTY (GROUP)} buttons, only one {ACD ON/OFF-DUTY (GROUP)} button can be assigned at a station.

5. The default value of the ACD DND Wrap-Up Timer is 10 seconds.

Programming

Related Features

 Agent Automatic Wrap-Up  Auto ACD DND Unavailable Service  Event Messages

Hardware

2.5.2 Announcements

Description

Each ACD group can provide announcements to incoming callers. Primary and secondary announcements are available with control timers. The first announcemen t is played after 1 control timer. The 2

control timer determines the period between the first and second

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announcement. The second announcement can be replayed at defined intervals. If desired, the primary message can be de fined to play in full to all callers as a “guaranteed announcement” or only for calls that queue.

When enabled, a CIQ (Calls in Queue) announcement is played to ca llers that are queued to the ACD group. The CIQ announcement (“Your Call is number xx in Queue”) is played to

queued callers after the 1

announcement is played and again after each time the 2

announcement is played. Internal callers with an iPECS Display Phone also receive the “You are xx in queue” display message.

Operation

System ACD group announcements are played automatically based on the ACD group assignments.

System Attendant To record a VMIM/VSF Announcement for an ACD Group;

1. Press the [PGM] button.

2. Dial “06”, the VMIM/VSF Record code.

3. Dial VSF/VMIM sequence number to select a VSF/VMIM.

4. Dial the VMIM/VSF Announcement number (01-70)

5. Dial record language type (1~3), the current announcement is played followed by the “Press # to record” prompt.

6. Dial “#”.

7. After the beep-tone, record message.

8. Press the [SAVE] button to stop recording and save the message

To delete a recording

1. Press the [PGM] button.

2. Dial “06”, the VMIM/VSF Record code.

3. Dial VSF/VMIM sequence number to select a VSF/VMIM.

4. Dial the VMIM/VSF Announcement number (01-70).

5. Dial record language type (1~3), the current announcement is played followed by the “Press # to record” prompt.

6. Press the [SPEED] button during playback to erase message

Conditions

1. ACD group announcements are recorded in the VSF or VMIM. Up to seventy (70) Announcements are available for group announcement recordings. Announcements 71 and 72 are reserved for MOH and Multi Language selection announcements, respectively.

2. The CIQ Message must be recorded in the VMIM/VSF.

3. When equipped to support multiple languages, the Language selection announcement is played prior to a guaranteed announcement.

4. To define a guaranteed announcement, assign 0 seconds to the 1st announcement control timer.

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Programming

STATION GROUPS 1 ACD Group (PGM 191)

2 ACD ICLID Routing (PGM 191-Btn 21) 3 CIQ Mention (PGM191-Btn 24-21)

Related Features

 VMIM/VSF-Auto Attendant  ACD Caller Controlled ICLID Routing  Multiple Language Support

Hardware

2.5.3 Auto ACD DND Unavailable Service

Description

An Agent who does not answer a call offered from an ACD group during the ACD No-Answer timer is placed in a “No response” unavailable status, called ACD DND. In this state, the Agent will not receive ACD calls from the group. The status is maintained until the agent manually returns to available status or, if the Auto ACD DND Reason code is se t to “0”, after the ACD DND Wrap timer the Agent returns to available status.

The Agent On/Off Duty code toggles the Agent duty status On and Off. The station may be assigned an {ACD ON/OFF-DUTY (GROUP)} button to set the active Agent duty status. The

{ACD ON/OFF-DUTY (GROUP)} button LED will flash to indicate an unavailable status.

Operation

Agent iPECS Phone

To assign a {ACD ON/OFF-DUTY (GROUP)} button;

1. [PGM] + {FLEX} + “571” Agen t On/Off Duty code + (optional ACD group number) +

To return to available status;

SLT To return to available status;

Conditions

[SAVE]

1. Dial “571”, Agent On/Off Duty Code.

2. Dial ACD group number. Or,

3. Press {ACD ON/OFF-DUTY (GROUP)} button.

1. Lift handset or press [SPEAKER] button,

2. Dial “571”, Agent On/Off Duty Code

3. Dial ACD group number.

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1. The system will output an Agent Available message with a Reason code when an

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NUMBERING PLAN

Agent On/Off Duty Code (PGM107-Btn 2)

STATION

Auto ACD DND Reason code (PGM 113-Btn 15)

STATION

GROUPS 1 ACD Group (PGM 191)

ACD No Answer Timer (PGM 191-Btn 24-22)

Agent changes availability status.

2. While Unavailable, the supervisor's flex button LED assigned for the station number of the agent will flash at the DND rate and the supervisor may call the station.

Programming

Related Features

 Agent On/Off Duty w/Reason Code

Hardware

2.5.4 Calls-In-Queue routing

Description

When a caller is queued to an ACD Group, various announcements may be played and music on hold may be sent to the caller. The caller may dial a digit at any time while queued to exit the queue , except during a Guaranteed Announcement. The dialed digit is compa red to digits defined in the ACD Group CIQ Route Table. If a match is found, the call is routed to the defined destination (Station, Station Group, etc.). If a match is not found, external callers receive an error message and are placed back in queue; internal callers are simply placed back in queue.

Operation

Operation of this feature is automatic based on caller input

Conditions

1. ACD CIQ routing is not supported during or within 5 seconds of a Guaranteed Announcement. Digits dialed during a Guaranteed Announcement use Caller Controlled ICLID routing.

2. The call must be in queue for the ACD group, dialing during ring back tone is not recognized by the iPECS.

Programming

STATION GROUPS 1 ACD Group (PGM 191)

2 ACD CIQ Route Table (PGM 191-Btn 23)

Related Features

 Station Groups  Announcements  ACD Caller Controlled ICLID Routing

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Hardware

2.5.5 Calls-In-Queue Page Alert

Description

The administrator can establish CIQ (Calls-In-Queue) thresholds for each ACD Group so that an assigned VMIM/VSF announcement plays over a defined Page zone , if the number of calls in queue equals or exceeds a CIQ threshold. The message, which is recorded by an Attendant, plays immediately or after a defined delay. The message repeats at assigned intervals until the number of Calls in Queue falls below the threshold. iPECS allows different treatment and VMIM/VSF announcements for up to three different Calls-In-Queue thresholds.

Operation

System When the number of Calls-In-Queue changes, up or down the iPECS;

1. Checks CIQ thresholds ,

2. Determines if threshold is reached,

3. Queues announcement for threshold (sets Delay timer),

4. Plays CIQ announcement.

5. Repeats announcement as defined.

System Attendant To record a CIQ Announcement for an ACD Group;

1. Press the [PGM] button.

2. Dial “06”, the Message Record code.

3. Dial VSF/VMIM sequence number to select a VSF/VMIM.

4. Dial the VMIM/VSF Announcement number (01-70)

5. Dial language selection (1~3), the curren t announcement is played followed by the “Press # to record” prompt.

6. Dial “#”.

7. After the beep-tone, record message.

To delete a recording

Conditions

8. Press the [SAVE] button to stop recording and save the message.

1. Press the [PGM] button.

2. Dial “06”, the Message Record code.

3. Dial VSF/VMIM sequence number to select a VSF/VMIM.

4. Dial the VMIM/VSF Announcement number (01-70)

5. Dial language selection (1~3), the curren t announcement is played followed by the “Press # to record” prompt.

6. Press the [SPEED] button during playback to erase message.

1. Thresholds are assigned as total Calls-In-Queue to activate a Page alert and are checked from lowest priority (CIQ #1) to highest priority (CIQ #3). Thus, the

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highest priority CIQ defined should have the largest threshold and the lowest priority CIQ should have the smallest threshold.

2. The VMIM and VSF have seventy (70) announcements employed for Auto Attendant, ACD groups, CCR, Page Alerts, etc.

Programming

STATION GROUPS 1 ACD Group (PGM 191)

Related Features

 Station Groups  VMIM/VSF Integrated Auto Attd/Voice Mail  Internal/External & All Call Page

Hardware

2 CIQ #1 Threshold (PGM 191, Btn 24-6) 3 CIQ #1 Announcement Location (PGM 191-Btn 24-7) 4 CIQ #1 Page Zone (PGM 191-Btn 24-8) 5 CIQ #1 Announcement Delay Timer (PGM 191-Btn

24-9)

6 CIQ #1 Announcement Repeat Timer (PGM 191-Btn

24-10) 7 CIQ #2 Threshold (PGM 191-Btn 24-11) 8 CIQ #2 Announcement Location (PGM 191-Btn 24-

12) 9 CIQ #2 Page Zone (PGM 191-Btn 24-13) 10 CIQ #2 Announcement Delay Timer (PGM 191-Btn

24-14)

11 CIQ #2 Announcement Repeat Timer (PGM 191-Btn

24-15) 12 CIQ #3 Threshold (PGM 191-Btn 24-16) 13 CIQ #3 Announcement Location (PGM 191-Btn 24-

17) 14 CIQ #3 Page Zone (PGM 191-Btn 24-18) 15 CIQ #3 Announcement Delay Timer (PGM 191-Btn

24-19)

16 CIQ #3 Announcement Repea t Timer (PGM 191-Btn

24-20)

17 VSF Group Number (PGM 190)

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STATION GROUPS

ACD Group (PGM 191)

SYSTEM

ACD Pack (PGM 175-Btn 9)

Discovery Manager Print (Outpu t ACD Event Msg) (PGM 160-Btn 13)

2.5.6 Event Messages

Description

Each ACD group sends messages for group and agent events over the defined Serial or TCP port. These event messages are employed by 3rd party applications to provide enhanced Call

Center functionality. Details of the event messages are provided in the iPECS 3 Guide.

Operation

System When enabled, Event messages are sent automatically

Conditions

Programming

Party Support

Related Features

• Station Groups

Hardware

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2.5.7 Group Mail Box

Description

A mailbox can be associated with a Station Group . Calls to the group are assigned to overflow and can be otherwise re-routed to the Station Group Mail box. When routed to Voice Mail, messages are placed in the assigned Station Group Msg Wait Station mailbox.

Messages are retrieved in the same manner as normal voice messages employing the Station Group number as the station number and the defined Station Mailbox Password. Messages can be retrieved only if a {GROUP MAILBOX} Flex button is assigned to the station.

Operation

Agent iPECS Phone

To assign a {GROUP MAILBOX} Flex button;

To retrieve Station Group Voice Mail

To leave a voice message

Conditions

Programming

Related Features

1. [PGM] + {FLEX} + VM Group + Group Msg Wait Station + [SAVE]

1. Lift the handset or press the [SPEAKER] button

2. Press {GROUP MAILBOX} button to receive the “Password” prompt.

3. Dial the ACD Group number + Group Mailbox password to receive the “Number of Messages” prompt.

4. Dial desired option code.

5. At completion of session, hang-up to return to idle.

1. After Greeting and beep, leave the message.

2. Hang up to quit recording or dial “*” for further options.

1. The System Administrator or Supervisor may change the Group Mailbox password.

2. An external caller (CO/IP ca ll) cannot access the Group Mailbox to retrieve messages.

STATION GROUPS 1 Group Attributes (PGM 191)

2 Mailbox Message Wait Station (PGM 191-Btn 24-2) 3 Mailbox Password (PGM 191-Btn 24 -3)

 External Auto Attendant/Voice Mail  Station Groups  VMIM/VSF Voice Mail  Supervisors

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Hardware

 iPECS Phone

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2.5.8 Group Name

Description

Each hunt group is assigned a name of up to 12 characters. The na me is employed as the called party display for internal callers in the output of group statistics.

Operation

System Operation of this feature is automatic when programmed.

Conditions

Programming

STATION GROUPS 1 Station Group Attributes (PGM 191)

2 Terminal/Circular Group Name (PGM 191-Btn 20) 3 ACD Group Name (PGM 191-Btn 22) 4 Ring Group Name (PGM 191-Btn 18) 5 VM Group Name (PGM 191-Btn 9) 6 UCS Group Name (PGM 191-Btn 16)

Related Features

 Station Groups

Hardware

2.5.9 Incoming Call Routing

Description

Incoming calls to an ACD group route directly to the station/agent tha t has been idle the longest (Uniform Call Distribution) or an ACD group announcement recorded by an Attendant. If all agents are busy, the call is queued to the group or routes to the Alternate Destination. The queued caller receives ACD group announcements or audio from the defined music source. Callers that remain in queue receive audio from the defined music source or ring-back tone and, after the defined Overflow time, route to an Overflow destination.

Agents can be assigned a priority from“0” ~ “9”, “0” being the lowest priority and “9” the highest. When priorities are assigned, calls are routed to the highest priority Agent that has been idle the longest.

If there are no Agents active in the group when a call arrives, the call will receive the “No Member” treatment. Intercom calls receive re-order and external callers are routed to an Attendant.

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Operation

System Routing of ACD group calls is automatic based on the ACD group assignments.

Conditions

1. The Alternate ACD Destination can be a station or a group but cannot be a member of the ACD group.

2. The Overflow destination may be any station or group including the ACD group VMIM/VSF Mailbox but cannot be a member of the overflowing ACD group.

3. If an agent becomes available during an announcement, except a guaranteed announcement, the call is passed immediately to the agent.

Programming

STATION GROUPS 1 ACD Group (PGM 191)

2 Overflow Destination (PGM191-Btn 7) 3 Overflow Time (PGM 191-Btn 8) 4 Music Source (PGM 191-Btn 11) 5 Alternate Destination (PGM 191-Btn 13) 6 Report No Members (PGM 191-Btn 10) 7 Agent Priority (PGM 191-Btn 19)

Related Features

 Automatic Call Distribution

Hardware

2.5.10 ACD Caller Controlled ICLID Routing

Description

With Caller Controlled ICLID enabled (ICLID Usage) for the ACD Group, at any time during or within 5 seconds after a Guaranteed Announcement, the system will monitor for digits dialed by the caller. Received digits are compared to the ICLID Table entries . If a match is found, the call routes to the destination defined in the ICLID Ring Assignment Table. Available destinations are a Voice Mail announcement, system speed dial, a station or a station group. If a match is not found, the call returns to the queue and is handled as defined for the ACD group.

Operation

System ICLID Routing of ACD group calls is automatic based on the ACD group assignments.

Conditions

1. The conditions of VMIM/VSF AA Announcements and ICLID Call Routing apply.

2. Only the caller-entered digits are employed for ACD ICLID routing.

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STATION GROUPS

ACD Group (PGM 191)

ICLID Usage (PGM191-Btn 21)

TABLES

ICLID Table (PGM 203)

ICLID Ring Assignment (204)

3. The ICLID Table routing is only followed if the 1st ACD announcement is Guaranteed, ICLID Usage is enabled and the digits are entered during the 1st Announcement.

4. The caller may correct an entry by dialing * and dialing the correct entry.

Programming

Related Features

 Automatic Call Distribution  ICLID Call Routing  VMIM/VSF-Auto Attendant

Hardware

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NUMBERING PLAN

Supervisor Login code (PGM 107-Btn 3)

Supervisor Logout code (PGM 107-Btn 4)

STATION GROUPS

ACD Groups (PGM191)

ACD Group Supervisor (PGM 191-Btn 18)

2.5.11 Supervisors

2.5.11.1 Supervisor Login/Logout

Description

Each ACD group is assigned up to five (5) Supervisors to monitor and control real-time status of the ACD group and Agents assigned to the group. A Supervisor can be assigned to multiple groups. The Supervisor login/logout feature provides a means for a supervisor to log into one or more ACD groups and monitor calls.

Each Supervisor has a unique 4-digit Agent Id used to login and logout of active ACD group participation. Supervisors can login from any station in the system but only at one station at a time. If a Supervisor logs into a group from a station while logged in at another station, the active login is terminated and the new login is honored.

Operation

Supervisor iPECS Phone To login;

1. Dial “572” the ACD Supervisor Login code or press the Flex button.

2. Dial the ACD group number

3. Dial supervisor Id code (“0000”-“9999”)

To Logout;

1. Dial “573” the ACD Supervisor Logout code or press the Logout Flex button.

2. Dial the ACD group number

3. Dial supervisor Id code (“0000”-“9999”)

Conditions

1. The system will output a Login/Logout message when a Supe rvisor logs-in or out.

2. The Supervisor Id can be any 4-digit number (“0000”-“9999”).

3. iPECS system does not verify the Supervisor Id codes, other than requiring four digits are entered.

4. Any Agent Id may be used to login through stations not assigned as a Hot Desk.

5. The ACD Supervisor can have an ACD Gr oup Status button for each group to indicate Group activity.

Programming

Related Features

 Automatic Call Distribution  Hot Desk

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Hardware

 iPECS Phone

2.5.11.2 Supervisor Help Response

Description

An Agent may request assistance from a Supervisor using the ACD Group Help Code, default 574 or {HELP} button. The Supervisor is then notified of the Help request in the iPECS Phone display and a flashing {HELP RESPONSE} button. The Supervisor can respond using the Help Response button, which is required, and be connected to the Agent’s active call with the microphone muted. The Supervisor hears the Agent and connected party and may join the conversation by pressing the [MUTE] button to activate the microphone.

Operation

Agent iPECS Phone To request Supervisor assistance,

1. Press the {HELP} button.

SLT

1. Hook-flash and dial “574”, the Agent Help code

Supervisor iPECS Phone

2. Dial the desired ACD Group number.

To assign a {HELP RESPONSE} button

1. [PGM] + {FLEX} + “574” + “Group Number” + [SAVE]

To respond to a Help request, at the Supervisor Phone,

1. Lift the handset or press the [SPEAKER] button,

2. Press the flashing {HELP RESPONSE} button, the Supervisor is connected to the active Agent call with the microphone muted, the [MUTE] button LED is On.

To converse with the Agent and connected party

1. Press the illuminated [MUTE] button.

Conditions

1. The Agent Help request is sent to the lowest numbered available Supervisor station for the associated ACD Group.

2. If no Supervisor is available, the Agent receives error tone.

3. A Warning Tone, if enabled, will be sent to the Agent as the Supervisor is connected to the conversation.

4. Only one active Help request is allowed at a time, a second help request will cancel any active help request.

Programming

NUMBERING PLAN 1 ACD Group Help Code (PGM 107-Btn 5) STATION GROUPS 1 ACD Groups (PGM 191)

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NUMBERING PLAN

Supervisor Monitor Code (PGM 107-Btn 8)

STATION GROUPS

ACD Groups (PGM 191)

ACD Group Supervisor (PGM 191-Btn 18)

2 ACD Group Supervisor (PGM 191-Btn 18) 3 ACD Warning Tone (PGM 191-Btn 12)

Related Features

 Automatic Call Distribution

Hardware

 Agent Help Request

 iPECS Phone

2.5.11.3 Agent Call Monitor

Description

Agent Call Monitor permits an active Supervisor to monitor an Agent’s call in progress for training purposes or to assist the Agent. When used, the Supervisor is connected to the call with the microphone muted, the [MUTE] button LED is On. If ACD Warning Tone is enabled, a Warning Tone is provided to the Agent’s call indicating the Supervisor has entered the call. The Supervisor hears the Agent and connected party and may join the conversation by pressing the [MUTE] button to activate the microphone.

The Supe rvisor station must be assigned an {AGENT MONITOR} button to activate the Agent Call Monitor feature.

Operation

Supervisor iPECS Phone To assign an {AGENT MONITOR} button

1. [PGM] + {FLEX} + “577” + “Group Number” + [SAVE]

To enter an active Agent call from the Supervisor phone

1. Lift the handset or press the [SPEAKER] button.

2. Call the desired Agent and receive busy tone,

3. Press the {AGENT MONITOR} button, the Supervisor is connected to the active Agent call with the microphone muted, the [MUTE] button LED is On.

To converse with the Agent and connected party

1. Press the illuminated [MUTE] button.

Conditions

1. The Supervisor must be active and logged into the Agent’s ACD group to monitor calls in progress.

Programming

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3 ACD Warning Tone (PGM 191-Btn 12)

Related Features

Hardware

 Station Groups

 iPECS Phone

2.5.11.4 Group Status Display

Description

An ACD Supervisor may view the status of each of the ACD groups to which the Supervisor is assigned. The display will give the status of the active ACD group at the time of the request.

The display indicates the following statistics:

Number of calls in Queue Wait time for the call in queue longest and Agents in service and available

When a call is queued to the group, the ACD Supe rvisor is notified, in real-time, by the LED of the {GROUP STATUS} button. The {GROUP STATUS} button allows access to the ACD Group status display or the Group Status code may be used to display the status information.

Operation

Supervisor iPECS Phone To assign a {GROUP STATUS} button at the Supervisor

1. [PGM] + {FLEX} + “576” + “Group Number” + [SAVE]

To display the Group status when the {GROUP STATUS} button is flashing

1. Lift the handset or press the [SPEAKER] button,

2. Dial “576”, the Group Status display code,

3. Dial “1” to see the Group Status information, Or,

1. Press the flashing {GROUP STATUS} button,

2. Dial “1” to see the Group Status display.

Conditions

1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged into the group to access the Group Status display information.

2. The {GROUP MONITOR} button will flash when the count of Calls-in-Queue reaches to or exceed the programmed ‘Supervisor Call Count’ after programmed ‘Supervisor Timer’.

Programming

NUMBERING PLAN 1 ACD Group Status Code (PGM 107-Btn 7)

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STATION GROUPS 1 ACD Group (PGM 191)

Related Features

Hardware

 Station Groups

 iPECS Phone

2 ACD Group Supervisor (PGM 191-Btn 18) 3 Supervisor Timer (PGM 191-Btn 14) 4 Supervisor Queued Call Count (PGM191-Btn 15)

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2.5.11.5 Group Parameter Control

Description

An ACD Group Supervisor can adjust several of the ACD Group routing parameters, in realtime. Adjustable parameters are:

 Overflow Destination  Overflow Time  Wrap-up Time  ACD Voice Mailbox Password

Operation

Supervisor iPECS Phone To assign a {GROUP STATUS} button at the Supervisor

[PGM] + {FLEX} + “576” + “Group Number” + [SAVE]

To use the Supervisor Status Menu

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

[1] ACD STATUS [2] ACD DATABASE [3] ACD DUTY [#] ACD PRINT

3. Dial ACD Dbase Code “2”,

4. Select database item, scrolling with the [VOL UP]/[VOL DWN] button;

Overflow Destination- station (Net station) (1)/group (2)/system speed dial (3) Overflow Time- xxx seconds

Wrap-Up Time- xxx seconds Password- up to 12 digits

5. Enter new data,

6. Press the [SAVE] button.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

NUMBERING PLAN

ACD Group Status Code (PGM 107-Btn 7)

STATION GROUPS

ACD Group (PGM 191)

ACD Group Supervisor (PGM 191-Btn 18)

Conditions

1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged into the group to access the Group Status display information.

Programming

Related Features

Hardware

 Station Groups

 iPECS Phone

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

NUMBERING PLAN

ACD Group Status Code (PGM 107-Btn 7)

STATION GROUPS

ACD Group (PGM 191)

2.5.11.6 Agent Status Control

Description

An ACD Supervisor can view and control the status of Agents in the group.

Operation

Supervisor iPECS Phone To assign a {GROUP STATUS} button at the Supervisor

1. [PGM] + {FLEX} + “576” + “Group Number” + [SAVE]

To view/control Agent Status

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

[1] ACD STATUS [2] ACD DATABASE [3] ACD DUTY [#] ACD PRINT

3. Dial “3”, Agent Code, the LCD menu will update:

[1] DUTY STATUS [2] DUTY ON/OFF [#] DUTY PRINT

To view Agent Status

1. Dial “1”, Agent Status Code,

ACD STATUS : XXX TOTAL CALLS : XXX

2. Press [VOL UP] or [VOL DWN] for:

– Number of ACD calls served – Number of unanswered ACD Calls – Average ring time before answer – Average ACD call service time after answer.

3. Press the “*” key for a next agent selection,

To control Agent duty status

1. Dial “3”, ACD Agent Duty Code,

2. Dial “2” for Duty ON/OFF,

3. Dial “0” or “1”, (“0”: Off Duty, “1”: On Duty).

Conditions

1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged into the group to access the Group Status display information.

Programming

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

ACD Group Supervisor (PGM 191-Btn 18)

Related Features

Hardware

2.5.12 ACD Statistics Report

ACD reports can be requested by the Supervisor and can be programmed for periodic output over the SMDR port or selected TCP port. The system will provide reports for the ACD Group and Agent statistics as follows:

ACD Group Statistics Report

Average ring time before answer

 Station Groups

 iPECS Phone

 Group Number  Time stamp  Total calls  Number of unanswered calls  Average queue time  Longest queue time  Total number of calls placed in queue  Number of times calls experience all agents busy  Total time all agents were busy

 Group Number  Agent Number

–

Number of ACD calls served

–

Number of unanswered ACD Calls

–

Average ring time before answer

–

Average ACD call service time after answer.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

NUMBERING PLAN

ACD Group Status Code (PGM 107-Btn 7)

STATION GROUPS

ACD Group (PGM 191)

ACD Group Supervisor (PGM 191-Btn 18)

Operation

Supervisor iPECS Phone To assign a {GROUP STATUS} button at the Supervisor

1. [PGM] + {FLEX} + “576” + “Group Number” + [SAVE]

To output ACD Statistics Report

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

1STATUS 2DBASE 3AGENT #PRINT

3. Dial “#”, ACD Group Statistics Reporting Code,

4. Press the [MUTE] button to initialize the ACD database after printing; this eliminates overlap of future reports.

To output the Agent Statistics Report

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

1STATUS 2DBASE 3AGENT #PRINT

3. Dial “3”, Agent Code, the LCD menu will update,

1STATUS/2ON/OFF)/#PRINT

4. Dial “#”, Agent Statistics Reporting Code,

5. Press the [MUTE] button to initialize the ACD database after printing; this eliminates overlap of future reports.

Conditions

1. The ACD status can be printed periodically. The period is assigned in Admin Programming. The ACD records contain information for both ACD agents and ACD group.

2. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged into the group to access the Group Status display information.

Programming

Related Features

 Station Groups

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.6

AUTOMATIC PAUSE INSERTION

Description

In addition to a manually entered Pause, the system will automatically pause dialing to allow for potential connection delays. The pause will be inserted when any of the following occur:

 After a Flash is encountered in a Speed Dial number,  After a PABX access code is encountered in a Speed Dial or redial number,  After a Pulse to Tone Switchover is encountered in a Speed Dial or Redial

number.

 When a connect message is received on an ISDN Line.

Operation

System The system automatically pauses dialing after an appropriate event.

Conditions

1. An automatically inserted pause is not counted as a digit in a Speed Dial number.

2. The LCD of the iPECS Phone will show a "P" when a pause is encountered. This indication is not shown if the system inserts the Pause automatica lly.

Programming

SYSTEM 1 Pause Timer (PGM 181-Btn 10)

Related Features

 Station Speed Dial  System Speed Dial  Auto Called Number Redial (ACNR)  LNR (Last Number Redial)  Dial Pulse to Tone Switchover

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

Override Privilege (PGM 113-Btn 4)

SYSTEM

Privacy (PGM 161-Btn 3)

Related Features

Privacy Warning Tone (PGM 161-Btn 4)

2.7

AUTOMATIC PRIVACY

Description

Privacy is insured on all communications in the system. If desired, the customer may elect to disable the Automatic Privacy feature, allowing anothe r station to join in an ex isting external conversation uninvited. In such a case, a conference is established.

Operation

iPECS Phone To intrude into a call when Privacy is disabled

1. Press a busy (lit steady) individual {CO}/{IP} access button, user connected to the call with existing internal station user.

Conditions

1. With Automatic Privacy disabled, privacy is still assured on all intercom and conference calls.

2. To override privacy, Privacy must be disabled and the intruding station must have Override enabled as well as a direct appearance for the desired {CO}/{IP} line.

3. Only one station can intrude on an active call.

4. An intrusion tone can be provided to the call indicating another station has accessed the line.

5. If either internal party presses another {CO}/{IP}, a {DSS}, {PAGE}, [CONF] or other conflicting button, the party is removed from the “Conference” and must press the {CO}/{IP} button again to reenter the conversation.

 Multi-Party Voice Conference

Hardware

 Station Flexible Buttons

 iPECS Phone

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

Station COS (PGM 116)

CO/IP

CO/IP CO Ring Assignment (PGM 144)

CO COS (PGM 141-Btn 2)

SYSTEM

DISA COS (PGM 166)

External Control Contact (PGM 168)

PBX Trunk Access Codes (PGM 172)

LD Digit Count (PGM 177-Btn 3)

LD Digit Code (PGM 177-Btn 19)

TABLES

Toll Restriction (PGM 224)

Authorization Codes Table (PGM 227)

Related Features

Auto Ring Mode Selection Table (PGM 233)

2.8

AUTO SERVICE MODE CONTROL

Description

The service mode defines different ring assignments, COS and answering privileges for the system. The service mode can be controlled automatically throu gh definitions in the Auto Ring Mode Selection Table, which defines the time of day for the Day, Night and Timed sh ift modes.

The Attendant may change the system mode selection from automatic to manual.

Operation

System Operation of this feature is automatic.

Conditions

 Off-Hook Signaling  Authorization Codes (Password)  Direct Inward System Access (DISA)  Day/Night/Timed/Scenario Ring Mode  System Clock Set  CO/IP Ring Assignment  LBC (Loud Bell Control)  Dialing Restrictions

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

SYSTEM

System Time (PGM 178-Btn 1)

System Date (PGM 178-Btn 2)

DST Enable (PGM 178 – Btn 3)

Related Features

DST Start & End Time (Web only)

2.9

AUTOMATIC SYSTEM DAYLIGHT SAVINGS TIME

Description

The system can automatically adjust for Daylight Saving Time (DST). When DST is enabled, the system will adjust the system time forward one (1) hour at the DST Start time and back one

(1) hour at the DST End time. The system time is sent for display to all devices and terminals and is the basis of the system various time-based features (Walking COS, Wake-up Alarm, etc.).

Operation

System Operation of this feature is automatic.

Conditions

1. The DST Start and End times are set through the Web Admin interface only.

2. The interval between the DST Start and End times must be at least 7 days.

Programming

 Auto Service Mode Control  Automatic System Time Synchronization  System Clock Set

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.10

AUTOMATIC SYSTEM TIME SYNCHRONIZATION

Description

When enabled, the system automatically determines and sets the time of day employing Network Time Protocol (N TP) or ISDN time messages. When using NTP, the system, at ten

(10) minute intervals, requests the time from the specified NTP time server and receives GMT time. This feature allows the System Time to synchronize with the NTP time server automatically. If the time deviates more than two (2) seconds, the system clock is adjusted to match the NTP server.

When using ISDN, the system receives the time of day in ISDN messages and automatically adjusts the time if the time in the system deviates from the ISDN time.

Operation

System Operation of this feature is automatic.

Conditions

1. NTP packets are expected over UDP port 123. Assure this port is open and available.

2. A secondary NTP server address can be defined should the first server not respond.

3. The system adjusts for the local time zone assigned in the system as the Standard System Time as well as Daylight Savings Time (DST), if set.

Programming

SYSTEM 1 Network Time/Date (PGM 161 – Btn 12)

2 NTP Active (PGM 195 – Btn 1) 3 NTP Sever address (Web only) 4 Std system time, local Time Zone (Web only)

Related Features

 Auto Service Mode Control  Automatic System Daylight Savings Time  System Clock Set

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.11

BATTERY BACK-UP, MEMORY

Description

The system database is protected from power-loss by a long life (10-year) lithium dry cell battery. Should local power fail, the battery will maintain the system memory and proper operation of the system clock.

Operation

System Operation of this feature is automatic.

Conditions

1. The Initialization switch must be in the OFF position to enable Memory Battery Back-up. Otherwise, should power fail, the system will initialize the database on power-up. Refer to the iPECS Hardware Description and Installation manual section 4.4.2.

2. The Lithium battery is not field-replaceable.

Programming

Related Features

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.12

CALL FORWARD

Description

Users may have selected incoming calls re-routed to other stations (local or networked), station groups, the VMIM/VSF, or over a system CO/IP line (Off Net).

The user selects the type and condition under which calls will forward by entering a Call Forward code as follows:

Code 0: Code 1: Unconditional, all calls to the station, except recalls, are forwarded internally or externally

Code 2: Busy, if the station is busy, forwards all calls, except recalls, to the selected station. Code 3: No Answer, forwards all calls, except recalls, to the selected station when the station does

Code 4: Busy/No Answer, forwards calls if the selected station is busy or does not answer within the

Code 5: Attendant Off-Premise, forwards incoming CO/IP calls to an outside number. Code 6: Off-Net Unconditional, all calls to the station, except recalls, are forwarded internally or

Code 7: Off Net Busy, forwards all calls, except recalls, to the selected station when station is busy,

Code 8: Off Net No Answer, forwards all calls, except recalls, to the selected station when the station

Code 9: Off Net Busy/No Answer, forwards calls if the selected station is busy or does not answer

Operation

iPECS Phone To activate Call Forward, Unconditional or Busy/No Answer

1. Lift the handset or press the [SPEAKER] button to receive dial tone.

2. Press the [FWD] button

3. Dial desired Call Forward code (“1”~“4”).

4. Dial the station or station group to receive calls.

5. Replace the handset, return to idle.

Remote Call Forward, forwards all calls to the station, except recalls, activated from a remote station, Call Forward, Follow-me.

immediately upon receipt.

not answer within the No Answer timer.

No Answer timer.

externally, only SLT.

only SLT.

does not answer within the No Answer timer, only SLT.

within the No Answer timer, only SLT.

Or, Dial CO access code (0, 8xx, 88xx) and desired external ph one number. Press [SAVE] button to save. Or, Press [SPEED] button Dial desired bin number.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

To activate Call Forward, Remote (Follow-me)

1. Lift the handset or press [SPEAKER] button to receive dial-tone

2. Press the [FWD] button,

3. Dial Call Forward code “0”,

4. Dial the station’s Authorization Code (Station number + password),

5. Dial Forward condition (“1”~“4”),

6. Dial the destination station or station group, Or Dial CO access code (0, 8xx, 88xx) and desired external ph one number. Press [SAVE] button to save. Or Press [SPEED] button Dial desired bin number

7. Replace the handset, return to idle.

To deactivate Call forward

1. Press flashing [FWD] button, Call Forward will deactivate and the [FWD] button LED is off.

SLT To activate Call Forward, Unconditional, Busy/No-Answer to an internal number

1. Lift the handset to receive dial tone.

2. Dial Call Forward feature dial code “554”

3. Dial desired Call Forward code (“1”~“4”).

4. Dial the destination station, station group or dial CO access code (0, 8xx, 88xx) and desired external phone number.

5. Momentarily press the hook-switch, receive confirmation tone.

6. Replace the handset, return to idle.

To activate Call Forward to a Speed number

1. Lift the handset to receive dial tone.

2. Dial Call Forward feature access dial code “554”.

3. Dial Call Forward code (“6”~“9”),

4. Dial Speed Dial bin number.

5. Replace handset to return to idle.

To activate Call Forward, Remote (Follow-me)

1. Lift the handset.

2. Dial the Call Forward feature code “554”.

3. Dial Remote Forward code “0”

4. Dial the station’s Authorization Code (Station + Password),

5. Dial Forward condition (“1”~“4”)

6. Dial the destination station, station group .or dial CO access code (0, 8xx, 88xx) and desired external phone number.

7. Momentarily press the hook-switch, receive confirmation tone.

8. Replace handset return to idle.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

To deactivate the Call forward

1. Lift the handset, receive stutter dial-tone,

2. Dial Call Forward feature access dial code “554”,

3. Dial “#” to cancel Call Forward.

Conditions

1. A station receiving a forwarded call can transfer the call to the forwarding station.

2. A station, denied the use of Call Forward, will receive error tone in response to attempts to activate Call Forward.

3. A forwarded intercom call will signal the receiving station in the Tone Signaling mode, regardless of the Intercom Signaling Mode at the station.

4. Calls cannot be forwarded to a station in DND and, if attempted, error tone is returned.

5. Attempting activation of Call Forward will automatically deactivate any activate Display Text Message. Active Call Back or Queue requests are not canceled.

6. When Call Forward is active, a station can make outgoing calls (internal or external) but cannot activate a Call back or Queue request.

7. Private lines can be forwarded if the forwarding and receiving station have a direct appearance {CO} button for the Private line or if calls are forward to a VSF, VMIM or Voice Mail group.

8. For CO/IP calls, manually activated Call Forward will override any Preset Call Forward assigned for the station or CO/IP line.

9. Users may forward calls to the VMIM/VSF without recording a greeting, in which case, calls are still forwarded to the VMIM/VSF but callers receive the "No announcement recorded" message before they can leave a voice mail.

10. Call Forward status is maintained in the system’s non-volatile memory for protection from power outage.

11. A station in a Station Hunt Group (ACD, Circular or Terminal) can be assigned to receive incoming hunt calls, overriding any Call Forward. That is, the system either recognizes the Forward condition and bypasses hunt calls around the station or routes hunt calls to the station based on the system database (Member Forward).

12. Off-Net Call Forward of incoming CO/IP calls is essentially an automated DISA call, which will establish an Unsupervised Conference. Such calls are subject to the conditions of a DISA call and Unsupervised Conference and may require entry of an Authorization Code.

13. Off-Net forward calls are not answered until the system completes dialing of the external call. The call, internal or external, is then connected to the Off-Premise call.

14. If the Speed Dial number used in Off-Net Call Forward contains a Flash, only digits prior to the Flash are dialed.

15. An unlimited number of stations may be set-up in a Call Forward chain, forwarding calls from one station to the next. However, a station cannot forward calls to a station already a part of the chain.

16. Calls to a Call Forward chain will progress as appropriate through the chain to the last station. If the last stati on enters DND, CO/IP calls revert to the previous station while intercom calls receive DND tone.

17. No Answer forward employs the Station No Answer Forward Timer unless it is set to zero in which case the System No Answer Timer is used.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

Call Forward (PGM 111-Btn 2)

Station Call Forward No Answer Timer (PGM 123-Btn

SYSTEM

System Call Forward No Answer Timer (PGM 181Btn 1)

STATION GROUPS

Member Forward (PGM 191-Btn 14-Circ/Term, 2423-UCD, or 12-Ring)

Related Features

 Call Forward, Attendant  Authorization Codes (Password)  DND (Do Not Disturb)  DND - One Time DND  Direct Inward System Access (DISA)  Unsupervised Conference  Dialing Restrictions  Station Groups  Station Speed Dial  System Speed Dial  Intercom Signaling Mode  Call Forward, Preset

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.13

CALL FORWARD, PRESET

Description

With Call Forward, Preset, calls to a station forward to a pre-determined destination assigned in the system database. Preset Station Call Forward can define separate treatmen t of CO/IP calls and intercom calls. In addition, separate busy and no-answer treatments are defined.

Treatments available are:

 Unconditional, all calls immediately forward,  Internal Busy, Intercom calls that encounter busy, forward immediately.

 Internal No-Answer, Intercom calls, which are not answered in the No-

Answer time, forward. Note calls to a busy station also forward after the NoAnswer time.

 Internal DND, If initial destination is DND state, ICM call can be routed to

preset forward destination.

 External Busy, external calls that encounter busy forward immediately.  External No-Answer, external calls, not answered in the No-Answer time,

forward. Note calls to a busy station also forward after the No-Answer time.

 External DND, If initial destination is DND state, Incoming call can be routed

to preset forward destination.

In addition, calls can be directly forward to the users Voice Mail box using Call Forward, Preset.

Operation

System Operation of Preset Call Forward is automatic.

Conditions

1. A station receiving a forwarded call can transfer the call to the forwarding station.

2. Manual Forward has higher priority than Preset Forward and overrides any Preset Forward setting.

3. Calls to a Preset Call Forward chain will progress as appropriate through the chain to the last station. If a station in manual Call Forward or DND is encountered, it is bypassed and the next station in the chain is signaled. If the last station has entered DND, CO/IP calls revert to the previous station, signaling until answered or abandoned.

4. Internal Busy or No Answer will only operate when the internal call encounters a busy state or no answer, respectively. External Busy or External No Answer will only operate when the external call encounters a busy state or no answer, respectively.

5. Preset call forward status is not shown in the station’s LCD display.

6. A station in a Station Hunt Group (ACD, Circular or Terminal) can be assigned to receive incoming hunt calls, overriding any Call Forward. That is, either the system recognizes the Forward condition and bypass hunt calls around the station or routes hunt calls to the station based on the system database.

7. No Answer forward employs the Station No Answer Forward Timer unless it is set to zero in which case the System No Answer Timer is used.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

Preset Call Forward (PGM 120)

Station Call Forward No Answer Timer (PGM 123-Btn

1) 3

Direct Transfer Mail Box Destination (PGM 120-Btn 6)

STATION GROUPS

Member Forward (PGM 191 Btn-14-Circ/Term, 2423-UCD, or 12-Ring)

SYSTEM

System Call Forward No Answer Timer (PGM 181Btn 1)

Related Features

 Call Forward  Off-Hook Signaling  External Auto Attendant/Voice Mail  VMIM/VSF Integrated Auto Attd/Voice Mail  DND (Do Not Disturb)  DND - One Time DND  Private Line

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.14

CALL PARK

Description

A user may place an active CO/IP call in a special holding location (Park Orbit) for easy access from any station in the system.

Operation

iPECS Phone To park an active external call

1. Press the [TRANS] button.

2. Dial the Park Orbit.

3. Return to idle.

To retrieve a parked call

1. Lift the handset or press the [SPEAKER] button,

2. Dial the Park Orbit.

SLT To park an active external call

1. Momentarily press the hook-switch.

2. Dial the Park Orbit.

3. Return to idle.

To retrieve a parked call

1. Lift the handset.

2. Dial the Park Orbit.

Conditions

1. If the selected Park Orbit returns a busy signal, the user may simply dial another Park Orbit without the need to disconnect.

2. Intercom calls cannot be placed in a Park Orbit.

3. A Parked call will recall to the station that parked the call should the Call Park Timer expire. The normal Hold Recall process is then initiated.

4. A Parked call will indicate busy at all appearances.

Programming

SYSTEM 1 Call Park Recall Timer (PGM 180-Btn 2)

Related Features

 Hold Recall  Attendant Recall

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.15

CALL PICK-UP

2.15.1 Directed Call Pick-Up

Description

A station may answer (“Pick-Up”) incoming and transferred intercom, CO and IP calls ringing at another station. All ringing calls are subject to Directed Call Pick-up except Private Line and queue Callbac ks.

iPECS phone users may assign a Flex button as a {DIRECTED CALL PICK-UP} button.

Operation

iPECS Phone To assign a {DIRECTED CALL PICK-UP} button

1. [PGM] + {FLEX} + “*7” + [SAVE]

To Pick-up a call ringing at another station

1. Lift the handset or press [SPEAKER] button.

2. Dial “*7”, the Directed Call Pick-up feature code.

3. Dial the ringing station’s intercom number. Or,

1. Lift the handset or press [SPEAKER] button.

2. Press the {DIRECTED CALL PICK-UP} button.

3. Dial the ringing station’s intercom number.

SLT To Pick-up a call ringing at another station

1. Lift the handset

2. Dial “*7”, the Directed Call Pick-up code.

3. Dial the ringing station’s number.

Conditions

1. To pick-up a CO/IP call, the station must have an idle appearance button available.

2. When several calls are ringing at a station simultaneously, Call Pick-up will connect the oldest highest priority call (Ringing Line Preference, PGM 173).

3. Queue callback and Private Line calls are not subject to Call Pick-up and such attempts receive error tone.

4. Hands free announced intercom calls cannot be picked up by another station. Only ringing intercom calls are subject to Call Pick-up.

Programming

SYSTEM 1 Ringing Line Preference Priority (PGM 173)

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Related Features

 Intercom Signaling Mode  Ringing Line Preference  Group Call Pick-Up  Private Line

Hardware

2.15.2 Group Call Pick-Up

Description

A station can answer (“Pick-Up”) incoming and transferred intercom, CO and IP calls ringing at another station in the same station group. All ringing calls, except Private Line and Queue Callbacks, are subject to Pick-up by other stations in the same group.

iPECS phone users may assign a Flex button as a {GROUP CALL PICK-UP} button.

Operation

iPECS Phone To assign a {GROUP CALL PICK-UP} button

1. [PGM] + {FLEX} + “**” + [SAVE]

To Pick-up a call ringing at another station

1. Lift the handset or press [SPEAKER] button.

2. Dial “**”, the Group Call Pick-up feature code. Or,

1. Press the {GROUP CALL PICK-UP} button.

SLT To Pick-up a call ringing at another station

1. Lift the handset

2. Dial “**”, the Group Call Pick-up code.

Conditions

1. To pick-up a CO/IP call, the station must have an idle appearance button available.

2. When several calls are ringing simultaneously, Call Pick-up will connect the oldest highest priority call (Ringing Line Preference, PGM 173).

3. Queue callback and Private Line calls are not subject to Call Pick-up and such attempts receive error tone.

4. Hands free announced intercom calls cannot be picked up by another station. Only ringing intercom calls are subject to Call Pick-up.

5. When a station belongs to multiple groups, calls to the group with the lowest number are answered first.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION GROUPS 1 Station Group (PGM 190-Btn 1) SYSTEM 2 Ringing Line Preference Priority (PGM 173)

Related Features

 Intercom Signaling Mode  Ringing Line Preference  Directed Call Pick-Up  Station Groups  Private Line

Hardware

2.15.3 Pick Up Group Call Pick-Up

Description

A station can answer (“Pick-Up”) incoming and transferred intercom, CO and IP calls ringing at another station in the same pick up group. All ringing calls, except Private Line and Queue Callbacks, are subject to Pick-up by other stations in the same group.

iPECS phone users may assign a Flex button as a {PICK UP GROUP CALL PICK-UP} button.

Operation

iPECS Phone

To assign a {PICK UP GROUP CALL PICK-UP} button

To Pick-up a call ringing at another station

SLT

To Pick-up a call ringing at another station

1. [PGM] + {FLEX} + “588” + [SAVE]

1. Lift the handset or press [SPEAKER] button.

2. Dial “588”, the Pick Up Group Call Pick-up feature code. Or,

1. Lift the handset or press [SPEAKER].

2. Press the {PICK UP GROUP CALL PICK-UP} button.

1. Lift the handset

2. Dial “588”, the Pick Up Group Call Pick-up code.

3. Dial Pick Up Group Number.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

STATION GROUPS

Pick Up Group (PGM 192-Btn 1)

STATION

Pick up by Button(PGM 114-Btn 20)

SYSTEM

Ringing Line Preference Priority (PGM 173)

Conditions

1. When a user dial “Group Call Pick-up feature code(**)”, a station can answer calls

2. To pick-up a CO/IP call, the station must have an idle appearance button available.

3. When several calls are ringing simultaneously, Call Pick-up will connect the oldest

4. Queue callback and Private Line calls are not subject to Call Pick-up and such

5. Hands free announced intercom calls cannot be picked up by another station. Only

6. When a station belongs to multiple pick up groups, calls to the group with the lowest

7. It can be picked up by pressing flex button of associate station, if it’s programmed

Programming

ringing at another station in the sa me pick up group in PGM190 and PGM192. But when a user dial “Pick Up Group Call Pick-up feature code(588)”, a station can answer calls ringing at another station in the same pick up group in PGM192. A station can’t pick up the call of pick up group in PGM190 with “Pick Up Group Call Pick-up feature code(588)”.

highest priority call (Ringing Line Preference, PGM 173).

attempts receive error tone.

ringing intercom calls are subject to Call Pick-up.

number are answered first.

ON at ADM 114-B20.

Related Features

 Intercom Signaling Mode  Ringing Line Preference  Directed Call Pick-Up  Pick Up Group  Private Line

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

Two-way Record Privilege (PGM 112-Btn11)

Auto Call Recording (PGM 112-Btn 20)

Call Recording Des tination (PGM 112-Btn 21)

2.16

AUTO CALL RECORDING

Description

iPECS Phone users can be configured in the system to record all calls to a mailbox or the hard disk drive of an iPECS Phontage or UCS Client. When recorded to a mailbox, users manage the recording throu gh voice mail. For recordings to the Phontage or UCS Client, recordings are managed directly by Phontage or UCS Client with the ability to listen to, delete or send the recording to others via e-mail.

Operation

Recording of calls is automatic when assigned. To manage the recordings, use the procedures outlined in the Phontage or UCS Client User

Guide.

Conditions

1. The Phontage or UCS Client can record one call at a time and must be idle. While recording, if the Phontage or UCS Client places or receives a call, recording terminates.

2. When call recording begins, the station will receive a Call Recording confirmation tone.

3. A remote Phontage or UCS Client will not support call recording.

4. If user want to record in case of CO call, he can set CO in PGM 112-Btn 20. If he set ALL, all calls ca n be recorded.

Related Features

Hardware

 iPECS Phone, PC with Phontage or UCS Client

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.17

CALL TRANSFER

2.17.1 Call Transfer, Station

Description

CO/IP calls can be transferred to othe r stations in the iPECS system. Calls can be transferred announcing the call (screened) or without an ann ouncement (unscreened).

When a call is transferred, the Transfer Recall Timer is initiated. If the timer expires before the call is answered, the Hold Recall process is initiated.

Operation

iPECS Phone While on a CO/IP call, Screened Call Transfer

1. Press [TRANS] button.

2. Dial the station to receive the transfer.

3. At answer or splash tone, announce the call.

4. Hang-up to complete the transfer. Or,

1. Press the {DSS/BLF} button for the desired station.

2. At answer or splash tone, announce the call.

While on a CO/IP call, Unscreened Call Transfer

SLT

While on a CO/IP call, Screened Call Transfer

While on a CO/IP call, Unscreened Call Transfer

3. Hang-up to complete the transfer.

1. Press [TRANS] button.

2. Dial the station to receive the transfer.

3. Hang-up to complete the transfer. Or,

1. Press the {DSS/BLF} button for the desired station.

2. Hang-up to complete the transfer.

1. Momentarily depress the hook-switch.

2. Dial the station to receive the transfer.

3. At answer or splash tone, announce the call.

4. Hang-up to complete the transfer.

1. Momentarily depress the hook-switch.

2. Dial the station to receive the transfer.

3. Hang-up to complete the transfer.

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Conditions

1. The transferring station may camp a call on to a busy station.

2. The LED of a {LOOP} or {POOL} button will display the status of a call until the station no longer has call supervision i.e.; the call is successfully transferred.

3. To preven t Toll abuse, CO/IP lines without an active call (either incoming or dialed digits on outgoing) cannot be transferred.

4. For outgoing CO Line calls, the system will monitor the CO Line for dial tone to prevent Toll abuse. When an IP Line is seized, the system does not monitor for dial tone.

Programming

STATION 1 No Touch Answer (PGM 111-Btn 6) SYSTEM 1 Transfer Recall Timer (PGM 180-Btn 7)

Related Features

 Hold Recall  Call Transfer, CO/IP  Call Waiting/Camp-On

Hardware

 Station Flexible Buttons

2.17.2 Call Transfer, CO/IP

Description

A station may be permitted to transfer a CO/IP call to anothe r CO/IP line, establishing an Unsupervised Conference between the two external parties.

If the receiving party is called through an ISDN or VoIP path, the Transfer Hold Recall Timer is initiated and if it expires, Hold Recall is initiated.

Operation

iPECS Phone While on a CO/IP call, Screened Call Transfer

1. Press [TRANS] button.

2. Place CO/IP call in normal manner.

3. At answer, announce the call.

While on a CO/IP call, Unscreened Call Transfer

4. Hang-up to complete the transfer.

1. Press [TRANS] button.

2. Place CO/IP call in normal manner.

3. Hang-up to complete the transfer.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

Off Net Forward (PGM 111-Btn 14)

SYSTEM

Tran sfer Recall Timer (PGM 180 -Btn 7)

Off Net Prompt Usage (PGM 160-Btn 11)

CO to CO US Timer Extension (PGM 160-Btn 12)

Related Features

Unsupervised Conference Timer (PGM 182-Btn 5)

SLT While on a CO/IP call, Screened Call Transfer

1. Momentarily depress the hook-switch.

2. Place CO/IP call in normal manner.

3. At answer, announce the call.

4. Hang-up to complete the transfer.

While on a CO/IP call, Unscreened Call Transfer

1. Momentarily depress the hook-switch.

2. Place CO/IP call in normal manner.

3. Hang-up to complete the transfer.

Conditions

1. For this feature, at least one of the two CO/IP lines (transferred or receiving) must provide detection of disconnect supervision and lost loop condition.

2. ISDN and VoIP calls can provide “Answer Supervision”, thus the iPECS system can provide Transfer Recall.

3. If, during the tr ansfer to an external party, the user presses the CO/IP line of the original call, the outgoing call is disconnected and the original call is connected to the user.

4. An H.323 or SIP call ca nnot be transferred to a like VoIP call using unscreened call transfer.

 Hold Recall  Call Transfer, Station  Unsupervised Conference

Hardware

2.17.3 Call Transfer, Voice Mail

Description

CO/IP calls can be transferred directly to a station’s voice mailbox, either VMIM/VSF or an external Voice Mail system.

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Issue 6.1

Operation

iPECS Phone While on a CO/IP call, Call Transfer

5. Press [TRANS] button.

6. Press [MSG/CALLBK] button.

7. Dial the number or press the {DSS/BLF} button for the desired station.

8. Hang-up to complete the transfer.

Conditions

1. The LED of a {LOOP} or {POOL} button will display the status of a call until the station no longer has call supervision i.e.; the call is successfully transferred.

Programming

STATION 1 Direct Transfer Mail Box Destination (PGM 120-Btn

SYSTEM 1 Transfer Recall Timer (PGM 180-Btn 7)

Related Features

 Hold Recall  Call Waiting/Camp-On  External Auto Attendant/Voice Mail

Hardware

 VMIM/VSF Voice Mail

 iPECS Phone

2.17.4 Call Transfer, System Announcement No.

Description

CO calls can be transferred directly to a system announcement number. After transferring to system announcement number, system start s DISA service.

Operation

iPECS Phone While on a CO call, Call Transfer

1. Press [TRANS] button.

2. Press [55*] + [system announcement no (01-70)].

Or,

3. Press [TRANS] button.

4. Press [55* + (01-70)] flex button.

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Issue 6.1

Conditions

1. Only CO call can be transferred to system announcement.

Programming

Related Features

 DISA  CCR.  External Auto Attendant/Voice Mail

Hardware

 VMIM/VSF Voice Mail

 iPECS Phone  VSF / VMIM

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Issue 6.1

2.18

CALL WAITING/CAMP-ON

Description

Call Waiting is used to notify a busy station that a call is waiting to be answered. The busy station is no tified of the waiting call by a “Camp-On” tone . For users of an iPECS Phone, the LED of the [HOLD] button will flash.

After receiving a busy signal, the calling station camps on to the called station. The called station can respond by:

a. answering the waiting call, which places the active call on hold first, b. sending a silent text or voice message, c. activating One-Time DND, or d. ignoring the Camp-On tone.

Operation

iPECS Phone To activate a Camp-On while receiving Intercom busy tone

1. Press the “*” button, called and calling stations receive Camp-On tone.

SLT To activate a Camp-On while receiving Intercom busy tone

1. Press the “*” button, called and calling stations receive Camp-On tone.

Conditions

1. The user may only Camp-On to a station in the busy mode. A user may not CampOn to a station in DND, in a conference, receiving a Page, etc.

2. The Camp-On procedure is employed by an Attendant or Secretary of an Executive/Secretary pair to activate DND Override.

3. A Camp-On tone is sent each time the calling user presses the “*” button.

4. A text or voice message, Pre-defined or Custom may be used to respond to a Camp-On.

Programming

Related Features

 Pre-defined & Custom Text Display Messages  DND (Do Not Disturb)  Intercom Call (ICM Call)  Silent Text Message  Voice Over

Hardware

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Issue 6.1

2.19

CO/IP ACCESS

Description

Stations can access outgoing CO/IP lines based on CO/IP Group Access programming. iPECS Phones may use flexible buttons assigned to access a specific {CO} line, {POOL} bu tton for outgoing calls or a {LOOP} button.

Individual users may be allowed to assign CO/IP access flexible buttons.

Operation

iPECS Phone To assign a {LOOP} button

1. [PGM] + {FLEX} + [PGM] + “85” + [SAVE]

To assign a {POOL} button

1. [PGM] + {FLEX} + “8x” + [SAVE]

To place an outgoing CO/IP call

1. Lift the handset or press the [SPEAKER] button.

2. Press desired {CO} line, {POOL}, {LOOP} button or dial the CO line or Group access code.

To answer an incoming CO/IP call

1. Lift the handset or press the [SPEAKER] button. Or,

1. Press flashing {CO} line, {POOL} or {LOOP} button; lift the handset to speak privately.

SLT To place an outgoing CO/IP call

1. Lift handset.

2. Dial the CO line or Group access code.

3. Dial the desired number.

To answer an incoming CO/IP call

1. Lift handset.

Conditions

1. When a user dials “0”, the system will search the preferred CO group for idle CO/IP line, if there is no idle CO/IP line then the system will search the 1st CO/IP Group for an idle CO/IP line. The system may continue the search through all CO/IP line

groups for an available li ne if “1

2. A telephone user not allowed access to a CO/IP line receives error tone when access is attempted. The station may receive transferred calls on such denied access lines but will not be able to flash or use the CO/IP line for an outgoing call.

3. A station denied access to a CO/IP line but assigned to have ring for the CO/IP line will receive ring, a flashing {CO}/{IP} line LED and may answer the call. The user may transfer the call but cannot make an outgoing call on the CO/IP line.

CO/IP Group Override” is enabled.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

CO/IP Line Access (PGM 112-Btn 4)

CO Line Programming (PGM112-Btn 6)

Prefer CO/GROUP (PGM112-Btn 14th)

CO Line Group Access (PGM 117)

CO/IP

CO/IP Line Group (PGM 141-Btn 1)

CO/IP Ring Assignment (PGM 144)

4. CO/IP lines placed on hold may be retrieved by dialing the retrieve held CO/IP code “8#” and the CO/IP line numbe r.

5. The Tx path to a station will be muted until the system has verified the Toll Restriction for the CO/IP line.

6. When a CO line is seized, the system will monitor the line for dial tone.

7. The system selects lines from a group using the Round robin or Last-choice method based on Admin Programming.

8. When an iPECS Phone is not assigned Ringing Line Preference, the user must press the ringing {CO}/{IP} line button to answer the call.

9. iPECS Phone users may be assigned exclusive use of a CO line as a Private Line.

Related Features

 CO/IP Line Groups  CO/IP Ring Assignment  Ringing Line Preference  Private Line

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION

CO/IP Call Time Restriction (PGM 112-Btn 3)

Cut Off Timer (PGM 123-Btn 2)

CO/IP

CO CUT OFF TIMER (PGM 142-Btn 21)

2.20

CO/IP CALL TIME RESTRICTION

Description

The system can be programmed to limit the length of outgoing calls by specified stations. When a specified station places an outgoing call, the system initiates the Call Restrict timer and, 15 seconds prior to expiration, a warning tone is delivered . At expiration, the system terminates the call returning the external CO/IP line to idle.

In PGM 142 – 21 : CO CUT OFF TIMER is added. By using this timer, CO Base call time restriction is possible.

Operation

System Operation of this feature is automatic when assigned

Conditions

1. Once activated, the Call Warning Tone timer continues timing while the call is connected to the system even if the call is transferred or picked up at another station.

2. There are two kinds of CUT OFF timer. One is Station base, the other is CO base(It is newly added). If two timers are assigned simultaneously, call can be followed by shorter timer.

Related Features

 •CO/IP Call Warning Tone Timer

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.21

CO/IP CALL WARNING TONE TIMER

Description

Stations can receive a tone indicating the elapsed time of a CO/IP call has reached the Warning Tone time. The station hears the tone after the CO Warning Tone Timer has elapsed.

Operation

System Operation of this feature is automatic when assigned

Conditions

1. Warning tone is received 15 seconds prior to expiration of the timer and is repeated at intervals equal to the Warning Tone Timer.

Programming

STATION 1 CO Call Time Tone (PGM 112-Btn 1) SYSTEM 1 Elapsed Call Tone Timer (PGM 180-Btn 19)

Related Features

 CO/IP Call Time Restriction

Hardware

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Issue 6.1

2.22

CO/IP QUEUING

Description

When CO/IP lines are busy, pe rmitted users can request to be placed in queue awaiting the CO/IP line or a CO/IP line in the same group to become available. When an appropriate CO/IP line becomes available, the system calls the waiting station on a first in first out basis.

Operation

iPECS Phone To request to be placed in queue for a busy CO/IP line

1. Press busy {CO/IP} or {CO/IP GRP} button.

2. Press the [MSG/CALLBK] button, confirmation tone is received.

3. Hang-up, the [MSG/CALLBK] LED flashes.

To cancel the queue from the queued station

1. Press the [MSG/CALLBK] button, the [MSG/CALLBK] LED extinguishes.

SLT To request to be placed in queue while receiving “All Lines Busy” signal

1. Momentarily press the hook-switch.

2. Dial “556”, the Callback feature code.

To cancel the queue from the queued station

1. Lift the handset.

2. Dial “556”, the Callback feature code.

System When a CO/IP line becomes available

1. Send distinctive Queue recall to the station with oldest queue, flash appropriate

{CO}/{IP} line button LED. Make CO/IP line and station busy to all other users.

Conditions

1. A CO/IP line can have any number of simultaneous queue requests.

2. A station may only have a single active CO/IP queue request. Activating a new queue request will replace, and thus cancel, an existing queue.

3. A Queue recall will always signal the station with tone ring, ignoring the station’s assigned Intercom Signaling mode.

4. Queue recall will bypass a busy station, and place the station at the bottom of the queue list.

5. Queue recall will signal a station for 15 seconds, after which, the station is removed from the queue; the queue is cancelled.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

STATION 1 CO/IP Queuing (PGM 112-Btn 5)

Related Features

 CO/IP Access

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.23

CONFERENCE

2.23.1 Conference Room

Description

In addition to ad-hoc conferencing, users may establish a Conference Room. Other internal and external parties are invited to the conference and can join the conference without further action by the user who established the Conference Room. A user can transfer an active call to a Conference Room. A Conference Roo m can be password protected so that only parties that enter the password are allowed to join the Room.

Up to 9 Conference Rooms can be set-up and each can support a maximum of 32 parties with the g.711 or g.729 codec or 24 parties with the g.723 codec. Con ference Rooms employ channels from an MCIM (Multi-party Conference Interface Module). Each MCIM supports up to 32 parties and multiple MCIM units may be installed as shown in the chart below.

Operation

Attendant Phone

To view Room participant list

To delete a Conference Room

iPECS Phone

To set-up a Conference Room

To join a Conference Room

iPECS-50 & 100 2 MCIM units maximum iPECS-300 4 MCIM units maximum iPECS-600 8 MCIM units maximum iPECS-1200 30 MCIM units maximum

1. Press the [PGM] button.

2. Dial “054”.

3. Dial Room number (1~9).

1. Press the [PGM] button.

2. Dial “055”.

3. Dial Room number (1~9).

1. Press the [PGM] button.

2. Dial 53 to create a Conference Room.

3. Dial the desired Conference Room number (1~9).

4. If desired , enter a password for the Conference Room (must be exactly 5 digits).

5. Press [SAVE] button to establish the Room.

1. Dial *59, the Conference Room entry code.

2. Dial the Conference Room Number.

3. Dial the Conference Room password.

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To delete a Conference Room

1. Press the [PGM] button.

2. Dial 54, the delete Conference Room code.

3. Dial the Conference Room number (1~9)

4. Dial the Conference Room password.

5. Press [SAVE] to delete the Conference Room.

To transfer a call to a Conference Room

1. Press the [TRANS] button.

2. Dial *59, the Conference Room entry code.

3. Dial the Conference Room Number.

4. Dial the Conference Room password.

5. Hang-up to complete the transfer.

SLT To set-up a Conference Room

1. Lift the handse t.

2. Dial 561, SLT Programming code.

3. Dial 53, the Create Conference Room code.

4. Dial the desired Conference Room number (1~9).

5. Dial the Conference Room password.

6. Momentarily press the hook-switch.

To join a Conference Room

1. Lift the handset.

2. Dial *59, the Conference Room entry code.

3. Dial the Conference Room Number.

4. Dial the Conference Room password.

To delete a Conference Room

1. Lift the handset.

2. Dial 561, SLT Programming code.

3. Dial 54, the delete Conference Room code.

4. Dial the Conference Room number (1~9).

5. Dial the Conference Roo m password.

6. Momentarily press the hook-switch, receive confirmation tone.

Conditions

1. Once established, a Conference Room will remain opened un til the Room is deleted.

2. The Conference Room feature employs the Multi-party Conference Interface Module (MCIM), which must be ins talled for proper operation.

3. iPECS Phontage and UCS Client may also create, delete and join a Conference Room. For operation , refer to the iPECS Phontage or UCS Client User Guide.

4. Also use ISDN or SIP CO trunks for MCIM call control.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Programming

Related Features

 Multi-Party Voice Conference  Automatic Speaker Select  Hold Recall

Hardware

 Unsupervised Conference

 MCIM, Multi-party Conference gateway Module

2.23.2 Multi-Party Voice Conference

Description

The system allows multiple internal and external parties to be connected on a call, conference. An unlimited number of 3-party conferences may be established using iPECS Phones . In

addition, each MCIM (Multi-party Conference Interface Module) up to 32 parties with the g.711 or g.729 codec and 24 with the g.723 codec may be connected in a single voice conference.

The MCIM will support any combination of parties and conferences to the maximum total number of parties in conference. Multiple MCIMs, see chart below, are installed to support multiple multi-party conferences with a maximum of 32 parties in any single conference.

iPECS-50 2 MCIM units maximum iPECS-300 4 MCIM units maximum

iPECS-600 8 MCIM units maximum iPECS-1200 30 MCIM units maximum

Operation

iPECS Phone To establish an ad-hoc conference

1. Establish first call.

2. Press the [CONF] button. The LED will light, the connected party is placed on exclusive hold and the user receives dial tone.

3. Place second call.

4. When connected, press [CONF], new call is placed on exclusive hold.

5. Repeat steps 3 and 4 above to add additional conference parties.

To place a conference on hold

To retrieve held conference

6. Press [CONF] button to establish conference.

1. Press the [HOLD] button, the [CONF] button LED will flash.

1. Press [CONF] button, all parties reconnected.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

SLT To establish an ad-hoc a conference

1. Establish first call.

2. Momentarily press the hook-switch, the connected party is placed on exclusive hold and the user receives dial tone.

3. Place second call.

4. When completed adding parties, momentarily press hook-switch twice in 2 seconds, all parties are connected.

Conditions

1. The [CONF] button remains illuminated at the initiators phone for the duration of the conference.

2. There is no limit on the number of 3-way conferences the system will suppo rt with iPECS Phones. With the MCIM, the system can support conferences of more than 3 parties. Each MCIM supports 32 conference channels with the g.711 or g.729 codec or 24 with the g.723 codec and can support multiple conferences with a total maximum number of 32 or 24 users.

3. If all MCIM channels are busy when a request for a channel is received, the user will receive error tone and the display will indicate that no Conference channels are available.

4. If the system receives a disconnect signal and no internal parties remain in the conference, the conference is terminated and all parties are disconnected . If an internal party is still connected when a disconnect signal is received, the connection to remaining parties is maintained.

5. The normal Hold Recall process is applied to a conference on hold using the Unsupervised Conference recall Timer for recall timing.

6. If while setting up a conference, system error tone is received, the initiator must press the [CONF] button (SLT must hook-flash) to regain Intercom dial tone.

7. A station that is busy, in DND or other non-idle state cannot be added.

8. A SLT user can establish a 3-party conference only, but can be a member of other

multi-party conferences.

9. The MCIM is also employed to support the con ference feature.

10. Also use ISDN or SIP CO trunks for MCIM call control.

Programming

Related Features

 Automatic Speaker Select  Hold Recall  Unsupervised Conference  Broker Call

Hardware

 Conference Room

 MCIM required to support voice conferences with more than 3 parties.

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Issue 6.1

NUMBERING

Unsupervised Conference Timer Extension Code

STATION

(PGM 109-Btn 3) Off Net Forward (PGM 111-Btn 14)

SYSTEM

CO to CO UC Time Extension (PGM 160-Btn 12)

Unsupervised Conference Timer (PGM 182-Btn 5)

2.23.3 Unsupervised Conference

Description

An iPECS phone user may establish a conference with external parties and exit the conference while allowing the external parties to converse pri vately without supervision from the user.

The system will disconnect the Unsupervised conference if disconnect is detected with only two parties connected or at expiration of the Unsupervised Conference timer. Fifteen seconds prior to expiration of the timer, a Disconnect Warning Tone is provided.

If enabled, either party in an Unsupervised Conference can request the Unsupervised Conference timer be extended. The party en ters the Timer Extension feature code and a digit 1 to 9 indicating the Timer extension multiplier. The system will then extend the timer based on the dialed digit multiple of the Timer. For example, if the Unsupervised Conference timer is 5 minutes and the user dials the digit 4, the timer will extend to 20 minutes (4 multiplied by 5 minutes).

Operation

iPECS Phone To set up an Unsupervised conference

1. Establish normal conference.

2. Press the [CONF] button. The [CONF] button LED flashes to indicate the

To reenter the Unsupervised conference

Conf Party To extend the Unsupervised Conference from a connected party

Unsupervised Conference state.

1. Press the flashing [CONF] button.

1. Dial “* # #”.

2. Dial the Timer extension multiplier (1~9).

Conditions

1. The Unsupervised Con ference Timer also applies to an external call placed by a

2. An Unsupervised conference will be terminated if the system receives a disconnect

3. An Unsupervised Con ference will not recall the user.

4. Use ISDN or SIP CO trunks for proper call control.

Programming

DISA user.

signal or the Unsupervised Conference Timer expires.

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Issue 6.1

Related Features

 Direct Inward System Access (DISA)

Hardware

 Multi-Party Voice Conference

 iPECS Phone to establish Unsupervised Conference  MCIM required to support conferences with more than 3 parties

2.23.4 Conference Group

Description

Stations and external contacts can be arranged in groups so that a user may create a conference with all members of the group through a single call. Each conference group can have up to 32 members that can be a station or an external telephone number. Conference groups are assigned in the iPECS User Portal (Station Web Admin) by assigning a conference group number and the members of the group. A voice recording, which is played to members receiving the Con ference group call, can be associated with the group. Initiation of a Group call can be password protected with a 5-digit password assigned when the group is created.

There are two (2) types of Conference Groups, Station and System. The Station Conference group is created by the station user, who is assigned as the group supervisor, and is the only member that can initiate a Con ference group call. The System Conference Group is created by an Attendant or system administrator and any membe r can initiate the Conference Group call. The member initiating the call becomes the supervisor for that Conference Group call.

The supervisor can manage membership in the conference and can monitor the status of each member, in/out of conference. The Supervisor can remove members from the conference or, if members are absent, the supervisor can add a non-member to the conference. An Absent Supervisor timer terminates the conference if the supervisor is not in the conference for the timer interval. Setting the interval to “0” disables this feature.

Once a group is created, the supervisor imitates the conference by calling the conference group. The system then attempts to call each member of the group either simultaneously or in turn using the Interval timer assigned for the group. Members tha t answer the call receive the recorded voice announcement, if any, and can enter the conference, dial “1”, or reject the conference, hang-up . The system will attempt to con tac t a busy or no-answer member based on the assigned Retry Count. A call is consider no-answer using the no-answer timer set when the group was created.

Operation

To create a conference group from the iPECS User Portal:

1. Access Station Program in the Web Admin.

2. Select Conference Group button.

3. Create the Conference group entering:

 The name of group : up to 12 character,  The password: Passwords must be 5-digits.  Announcement number for the group: (pre-recording the announcement is

required),

 The Absent Supervisor timer,

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Issue 6.1

 The No answer timer,  The busy/no-answer Retry count,  The Interval time: Each member is called in turn at expiration of the interval

timer.

4. Set the Member Attributes by entering:

 Index number  Type: Station, Individual CO, CO group, loop or Transit-out code (access loop

for networking call).

 The CO value: the supervisor wants to select a specific CO line or CO group.  Dial number: The station number or Co dial number.

Operation

IPECS phone

To assign a {GRP MONITOR} button

To initiate a Conference Group call:

1. [PGM] + {FLEX} + [PGM] + “55” + [SAVE]

1. Lift the handset.

2. Dial *68xxx, the Group Conference code and group number.

3. Enter the Conference group password, if assigned, members receive the Conference Group call.

To enter a Conference Group call:

1. Answer the ringing call and receive recorded announcement, if assigned and recorded.

2. Dial “1” to en ter the conference or hang-up to reject the conference. For iPECS Phontage or UCS clients, use Accept or Deny when notified of the conference.

To monitor member conference status or delete members while in the conference:

1. Press the Monitor flex button, the state of the first member is displayed.

2. Press [VOL UP/VOL DWN] button to display the state of other members.

3. Press the [DND] button to delete a participant from the conference.

To monitor the Group member conference status while Not in the conference:

1. Press the [PGM] button.

2. Dial 55, the Monitor Con ference Group code.

3. Press [VOL UP/VOL DWN] button to display the state of other members.

To add a non-member to the Group:

1. Press the [HOLD] button to place the conference on hold.

2. Call the desired party.

3. Press the [CONF] button.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Conditions

1. The conditions associated with Multi-Party Voice Conference apply.

2. Members using the iPECS Phontage or UCS client may view the state of other members in the conference.

3. The number of available groups is given in Table 1.2-1 System Capacity Chart. Each group can have up to 32 members including the supervisor.

4. The user must have access to the Station Web Admin with the proper password (Authen tication code).

5. If there are insufficient MCIM channels available when initiating the conference group call, the initiator receives error tone.

6. Two-way record can be used to record the Conference Group call.

7. Also use ISDN or SIP CO trunks for MCIM call control.

Programming

Related Features

 Multi-Party Voice Conference  Conference Room  System Admin Programming

Hardware

 MCIM

2.23.5 Conference Member VIEW & DELETE

Description

In Multi-Party conference, Conference supervisor can see the conference member and remove the member from

conference.

Operation

1. Conference supervisor press {VIEW} soft button in conference.

2. LCD displays the first member. If member is a station, “STA XXX” display. If member is a co line, telephone number of caller/called party in the co line display.

3. Conference supervisor can see other members by pressing [VOLUME UP/DONW] button. (Next member if [VOLUME DOWN] button, previous member if [VOLUME UP] button)

4. If press {DELETE} soft button, the current member will be removed from conference.

5. If press {ADD} soft button, the conference supervisor can add a new member.

6. If press {BACK} soft button, conference supervisor will be back to normal conference state.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

CONFERENCE

09 SEP 10

03:32 am

CONF VIEW

MUTE

MEMBER 01

STA 101

BACK ADD DELETE

MEMBER 02

01223456789

BACK ADD DELETE

MEMBER 02

STA 104

BACK ADD DELETE

CONFERENCE

09 SEP 10

03:32 am

CONF VIEW

MUTE

LCD of supervisor in conference.

Press {VIEW} soft button.

Press [VOLUME UP/DONW] to see next member.

Press {DELETE} soft button to remove the current member from conference.

Press {ADD} soft button to add a new member.

Press {BACK} soft button to go back to normal conference state.

Conditions

1. Only supervisor of Multi-Party conference can use this feature.

2. Only keyset with 3 soft button can use this feature.

Programming

Related Features

 Multi-Party Voice Conference

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.24

CUSTOMER SITE NAME

Description

A Customer Name, up to 23 characters, may be entered into the system database. The name is displayed on the SMDR and database outputs as well as during an Admin session.

Operation

System Operation of this feature is automatic when a name is assigned

Conditions

Programming

SYSTEM ID 1 Customer Site Name (PGM 100-Btn 2)

Related Features

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.25

DATA LINE SECURITY

Description

Data transmitted over analog CO lines is subject to distortion and errors if system tones such as Camp-On and Override are applied during transmission. To eliminate such errors, stations that use analog data (modems or Fax) can be assigned to block incoming system tones.

Operation

System System tones are automatically blocked when Data Line Security is assigned

Conditions

1. Stations or an Attendant attempting to Camp-On or Override a station with Data Line Security will receive error tone.

2. When Data Line Security is enabled, the system will not apply audio gain to the call.

Programming

STATION 1 Data Line Security (PGM 111-Btn 4)

Related Features

 Call Waiting/Camp-On  DND Override  Intrusion

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.26

DELAYED CO/IP RING

Description

Ring signals for an incoming CO/IP call can be sent to stations immediately upon detection or after an assigned ring cycle delay. The delay can be up to 9 system ring cycles, thus allowing other stations to answer the call.

Operation

System Delay Ring operation is automatic when assigned

Conditions

1. Delay Ring can be assigned for a station or Station Group.

2. If no delay is entered when programming Ring assignments, the station will receive immediate ring.

3. Private Lines may be assigned with delayed ring.

4. If no station or Station Group is assigned for immediate ring, the call will ring immediately at the first available Attendant.

Programming

CO/IP 1 CO Station Ring Assignment (PGM 144)

Related Features

 Private Line  Station Groups  CO/IP Ring Assignment

Hardware

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

2.27

DELAYED AUTO ATTENDANT

2.27.1 Ring Assigned Case

Description

An incoming CO/IP call can be routed to the VMIM/VSF Auto Attendant either immediately upon detection or after a delay of up to 30 seconds. This allows other stations assigned immediate ring the opportunity to answer before the call is routed to the Auto Attendant.

Operation

System Operation of this feature is automatic when assigned

Conditions

1. When Delayed Auto Attendant Ring is assigned, after the delay, the call will no longer ring assigned stations and will only ring to the VMIM/VSF Auto Attendant.

2. If no delay is entered, the call will ring to the VMIM/VSF Auto Attendant immediately.

3. To assign Delayed Attendant ring, at least one station or Station Group must be assigned immediate ring.

4. Ring is assigned to a VMIM/VSF Auto Attendant announcement (01-70) as a “station type” with a delay from 00 to 30 seconds.

Programming

CO/IP 1 CO Station Ring Assignment (PGM 144)

Related Features

• CO/IP Ring Assignment

Hardware

2.27.2 DISA Incoming Case (Russia Only)

Description

In case of DISA incoming call, there are two Timers that is related with DISA Delay. These timers can be se t in PGM 142 – Co-line Base.

DISA Answer Timer : When DISA incoming call is routed to a system, after this time, system is answered.

DISA Delay Timer : When system is answered, after this time, VSF system announcement start to play.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Operation

Conditions

1. These two timer is applied only for Russia.

Programming

CO/IP 1 CO Line Attribute 2 (PGM 142)

Related Features

 DISA Service Attribute  DID Service Attribute

Hardware

Ericsson iPECS-100, iPECS-50, iPECS-300, MFIM300, iPECS-600 Feature Description And Operation Manual

Specifications and Main Features

Frequently Asked Questions

User Manual