ESI IP E-Class, IVX X-Class, IVX E-Class User Guide

ESI Feature Phone

User’s Guide

FOR IP E-Class • IVX X-Cl ass • IVX E-Cl ass

Visit www.esiusers.com for up-to-date help.

0450-0366

Rev. J

About ESI

ESI (Estech S ystems, Inc.) i s a privatel y held corporation based in Plano, Texas. Found ed in 1987, ESI designs and bui l ds innovati ve t el ecommunications products for businesse s like yours. B ecause of their powerful com bi nation of val ue and f eatures, E SI product s are consistently recognized by industry publications and leaders.

Copyright © 2005 ESI (Estech Systems, Inc.). IVX is a registered trademark, and Esi-Dex, Quick Groups, Quick Moves, Virtual Mailbox Key, AutoPage, Quick Page and Verbal User Guide are trademarks, of ESI. Act! is a registered trademark of Symantec Corporation. Goldmine is a trademark of Goldmine Software Corporation. Microsoft, Windows, NT and Outlook are registered trademarks of Microsoft Corporation. Intel is a registered trademark of Intel Corporation. Panasonic and DBS are registered trademarks of Matsushita Electric Corporation of America. Information contained herein is subject to change without notice. ESI products are protected by various U.S. Patents, granted and pending. ESI is an ISO 9001:2000-certified company. Visit ESI on the Web at www.esi-estech.com.

Contents

Introduction...............................................................................................................................................................A.1

48-Key Feature Phone ................................................................................................................................................................................A.2

24-Key Feature Phone ................................................................................................................................................................................A.4

12-Key Feature Phone ................................................................................................................................................................................A.5

Connecting your ESI phone ........................................................................................................................................................................A.6

Help mode (Verbal User Guide)..............................................................................................................................B.1

User programming: An introduction......................................................................................................................C.1

User programming menu ............................................................................................................................................................................C.1

Voice mail operation.......................................................................................................... ......................................D.1

VOICE MAIL key..........................................................................................................................................................................................D.1

Personal greetings .......................................................................................................................................................................................D.1

Leaving messages . . ..................................................................................................................................................................................D.2

AutoPage......................................................................................................................................................................................................D.3

Moving and deleting a message.................................................................................................................................................................D.3

Off-premises “reach me”..............................................................................................................................................................................D.3

Message retrieval.........................................................................................................................................................................................D.4

Live recording...............................................................................................................................................................................................D.7

Off-premises message delivery ..................................................................................................................................................................D.8

Message Recycle Bin (u n- de l e te )...............................................................................................................................................................D.9

Status indicator lamp....................................................................................................................................................................................D.9

Optional voice mail feature: Guest mailboxes ........................................................................................................................................ D.10

Optional voice mail feature: Group/broadcast mailboxes......................................................................................................................D.12

Optional voice mail feature: Cascade paging mailboxes....................................................................................................................... D.13

Optional voice mail feature: Q & A mailboxes ........................................................................................................................................ D.14

ESI Feature Phone operation..................................................................................................................................E.1

Display...........................................................................................................................................................................................................E.1

Caller ID ........................................................................................................................................................................................................E.1

Keys...............................................................................................................................................................................................................E.2

Dial tone........................................................................................................................................................................................................E.4

Basic phone use...........................................................................................................................................................................................E.4

Direct station selection.................................................................................................................................................................................E.5

Transferring an outside call . . . ...................................................................................................................................................................E.5

Conference calling .......................................................................................................................................................................................E.7

Call forwarding..............................................................................................................................................................................................E.8

Call waiting..................................................................................................................................................................................................E.10

Hold/exclusive hold operation ...................................................................................................................................................................E.11

Paging.........................................................................................................................................................................................................E.13

Call pickup...................................................................................................................................................................................................E.13

Optional features ........................................................................................................................................................................................E.14

Special keys..............................................................................................................................................................F.1

Esi-Dex..........................................................................................................................................................................................................F.1

Override ring.................................................................................................................................................................................................F .9

Message monitor mode (live call screening) ...........................................................................................................................................F.10

Personal greeting reminder.......................................................................................................................................................................F.10

Headset operation......................................................................................................................................................................................F.10

Outside dial tone preference .....................................................................................................................................................................F.10

Line keys.....................................................................................................................................................................................................F.11

Remote IP Feature Phone....................................................................................................................................... G.1

1. Channel availability display ....................................................................................................................................................................G.1

2. Channel queue display........................................................................................................................................................................... G.1

3. Paging limitation......................................................................................................................................................................................G.1

4. No 911/emergency calls.........................................................................................................................................................................G.1

Troubleshooting........................................................................................................................................................................................... G.2

Using Esi-Link...........................................................................................................................................................H.1

Overview.......................................................................................................................................................................................................H.1

Location Keys...............................................................................................................................................................................................H.1

Programmable feature keys and Esi-Link: an introduction.......................................................................................................................H.2

Dialing an Esi-Link location..........................................................................................................................................................................H.3

Using feature keys with Esi-Link.................................................................................................................................................................H.4

Other Esi-Link features................................................................................................................................................................................H.7

Dialing into an ESI IP Gateway...................................................................................................................................................................H.9

ACD agent operat i on.................................................................................................................................................I.1

Programming the agent log-on/off key ........................................................................................................................................................I.1

Wrap mode ....................................................................................................................................................................................................I.2

LED indicator..................................................................................................................................................................................................I.2

Display indications.........................................................................................................................................................................................I.3

While logged on: no DND, monitor mode or call forward...........................................................................................................................I.3

ACD administrator key..................................................................................................................................................................................I.3

Analog stations............................................................................................................... ..........................................J.1

Caller ID.........................................................................................................................................................................................................J.1

Placing calls ..................................................................................................................................................................................................J.1

Transferring calls ..........................................................................................................................................................................................J.2

Conference calling........................................................................................................................................................................................J.2

Call forwarding................................................................................................................ ..............................................................................J.3

Call hold.........................................................................................................................................................................................................J.3

Call pick-up....................................................................................................................................................................................................J.4

Voice mail operation from an analog station..............................................................................................................................................J.4

Analog station programming........................................................................................................................................................................J.7

Index

User’s Guide Introduction

Introduction

Accessing the r i ch E S I feature set is simple and ea sy through the st raightforward design of each of the various ESI Feature Phones. Each feature h as been designed for ease of use while providi ng capabilities needed in an advanced busi ness phone.

You will be able to learn man y of the features by simply using your phone; and t his ESI Feature P hone User’s Guide will introduce you to the wi de variety of features of f ered by your ESI phone s ystem and how to use your ph one effectiv el y to achieve maximum benefits.

What it covers

This User’s Guide covers the use of:

• 48-Key Featur e Phone (Digital, TA PI, IP and Remote IP)

• 24-Key Digital Feature Phone

• 12-Key Featur e P hone

• 60-Key Expansion Console

...with the following ESI phone systems:

• IVX X-Class (I V X 256x and IVX 128x)

• IVX E-Class (I V X 128e and IVX 72e)

• IP E-Class (IP 200e and IP 40e)

How it’s arranged

• Section A — Phone illustrations

• Section B — User help

• Section C — User p rogramming

• Section D — Voi ce mai l operation

• Section E — Phone ope ration

• Sections F through K — Special key s and features

A.1

Introduction User’s Guide

48-Key Feature Phone

The 48-Key Feature Phone has a vari et y of programma bl e and built-i n features. It comes in four versions: Digital; TAPI; IP; and Remote IP . A ddi t i onal ly, it supports the optional 60-Key Exp ansion Console. All four versi ons of the 48-Ke y Feat ure Phone offer the same basic f eatures whi ch are described hroughout this User’s Guide. The 48-Key Fe at ure Phone’s built-in voice mail features and voice prompts make it easy to p rogram and use.

PROGRAM

soft fe ature key

(pg. C.2)

HELP key for

access to Verbal

User Guide

and tutorial

(pg. B.1)

Speaker

Status indicator

lamp (pg. D.9)

3-line, 56- c h ar ac t er display

Volume/scroll keys

ESI-DEX soft feature key (pg. F.1)

Context-specific key to select displayed optio ns

P/UP

(pickup) key

(pg. E.10)

Fixed feature keys

(pg. E.2)

Microphone for

buil t-in speakerphone

VOICE MAIL key (pg. D.1)

RECORD key (pg. D.7)

30 program mable feature keys (pg. C.2)

PAGE key (pg. E.10)

Hint: On any of these phone varieties (including the 60-Key Expansion Console), you can perform direct

programming by holding down a programmable feature key for at least two seconds (similar to how you

might progr am a car radio but ton). This isn’t applicable to the fixed-feature keys which, as their nam e impli es, ar e al re a dy pro gr a mme d.

A.2

User’s Guide Introduction

Optional 60-Key E xpansi o n C onsole f or use w ith the 48-K ey Fe at ur e P hone

The 60-Key E xpans i o n Console adds 60 more programmable feature keys to your ESI Feature Phone. You program the E xpansion Conso l e’s keys just a s yo u do the program m abl e f eature keys on your ESI

Feature Phone, using either direct or traditional programm i ng (s ee page C.2).

Note: Only one ke y can exist per extensi on, feat ur e or oper at i on. If y ou pro gr am a second key for the same

extension, feature or operation, this automatically erases the first key so programmed, thus making it available for a new extension, feature or oper ation.

Hint: You may find it easier to write in the names on the overla y before you program the ke ys and at tach the

overlay to the Console.

60 program mable feature keys (pg. C.2) in two banks of 30 each

Hint: On any of these phone varieties (including the 60-Key Expansion Console), you can perform direct

programming by holding down a programmable feature key for at least two seconds (similar to how you

might progr am a car radio but ton). This isn’t applicable to the fixed-feature keys which, as their nam e impli es, ar e al re a dy pro gr a mme d.

A.3

Introduction User’s Guide

24-Key Feature Phone

The 24-Key Feature Phone has featu res similar to those of t he 48-Key Feature P hone. However, the 24-Key Featur e P hone is availab l e only as a digita l m odel and doesn’t support TAPI, IP or the 60-K ey Expansion Cons ol e. As is true fo r t he 48-Key Feature Phone, the 24 -Key Feature P hone’s built-i n voice mail features and voice prompts make it easy t o program and use.

ESI-DEX key (pg. F.1)

Speaker

P/UP (pickup) key

(pg. E.10)

PROG/HELP combo key

for phone pr o gra mming

(pg. C.2) and access to

Verbal User Guide

and tutorial (pg. B.1)

Volume/scroll keys

Other fixed feature keys

(pg. E.2)

Status indicator lamp (pg. D.9)

2-line, 32- c h ar ac t er display

12 program mable fe at ur e keys (pg. C.2)

VOICE MAIL key (pg. D.1 )

PAGE key (pg. E.10)

RECORD key (pg. D.7)

Microphone for buil t-in speakerphone

Hint: On any of these phone varieties (including the 60-Key Expansion Console), you can perform direct

programming by holding down a programmable feature key for at least two seconds (similar to how you

might progr am a car radio but ton). This isn’t applicable to the fixed-feature keys which, as their nam e impli es, ar e al re a dy pro gr a mme d.

A.4

User’s Guide Introduction

12-Key Feature Phone

The 12-Key Feature Phone includes the basic, most commonly used pho ne features. This simplified model is avail abl e only as a digital model and do esn’t support TAPI, IP, the 60-Key Expansio n Console, voice m a i l

or Esi-Dex.

Speaker

P/UP (pickup) key (pg. E.10)

Volume/scroll keys

1-line, 16-char ac t er dis p lay

9 programmable feature keys (pg. C.2)

PROG/HELP combo key

for phone pr o gra mming (pg. C.2) and access to

Verbal User Guide

and tutorial (pg. B.1)

Fixed feature keys

(pg. E.2)

PAGE key (pg. E.10)

Note: The following fe atures aren’t available on a 12-Key Feature Phone:

• Cert ain special keys and featur es (see “Speci al key s,” page F.1).

• Esi-Dex.

• ACD operation. Additi onally: to use voi ce mail, conference calli ng and mute/DN D on a 12-Key Feature Phone, you

must program these features into progr ammable feature key s (see “P rogr am mable f eature keys, ” page C.3, and “Optional features,” page F.11).

Hint: On any of these phone varieties (including the 60-Key Expansion Console), you can perform direct

programming by holding down a programmable feature key for at least two seconds (similar to how you

might progr am a car radio but ton). This isn’t applicable to the fixed-feature keys which, as their nam e impli es, ar e al re a dy pro gr a mme d.

The 12-Key Feature Phone doesn’t have a hands-free microphone, and therefore can’t serve as a true two-way speakerphone.

Its speaker plays pages.

A.5

Introduction User’s Guide

Connecting your ESI phone

Depending on which ESI phone you have, use the appropriate d i agram (below ) t o connect it. Each diagram represents the panel on the phone’s un derside.

Note: The “Top of phone” and “Bot tom of phone” references in the se diagrams show the c orrect vertical

orient ation of the ph on e — i.e., the part with the display is the top.

Line cord

to wall

Handset

headset

(TAPI)

to PC

12-Key Featur e P hone 24-Key Featur e P hone

• Connects like a basic phone.

• Handset plug s into right -side jack.

• Line cord plugs into left-side jack.

48-Key Digi tal Fe atur e P hone

In addition to how the 24-Key Feature Phone connects to the handset and line cord, n ote the presenc e of a headset jack

, as well as the f ol lowing inf ormation:

To power

supply

To 60-Key

Console

To 60-Key

Console

Line cord

Connectors on bottom of

48-Ke y Digit al Feature Phon e

LAN

Handset

to wall

(headset jack shown)

Handset

headset

• TAPI versio n i ncludes a cable for connecti ng t o your

PC’s serial port.

• 60-Key Expansion Console cable (included with each

Console) uses standard RJ-11 telephone connectors.

48-Key IP Featur e P hone 48-Key Rem ote IP Feature P hone

In addition to t he details mentioned previously for the 48-Key Digital Feature Phone, each IP Feature Phone include s:

• A power supply t hat is unswitched (i.e., alway s-on AC

outlet) and plugs into the phone.

• An Ethernet cab l e, which connects the

phone to a PC (or, if no PC is present, direct ly to a router, switch or hub) to ac hi eve connectivity to a local area network (LAN).

Note: When the ph one is in the highest upright position, use the wall-mount hook l ocated under the han dset

to secure the handset when you’r e not using the phone.

On 48-Key Feature Phones shipped by ESI to its Resellers on or after March 1, 2004.

A.6

User’s Guide Help mode (Verbal User Guide)

Help mode (Verbal User Guide)

Your ESI phone s ystem ’s Help mode (also called the Verbal User Guide) — a carefully conceived combination of spoken inform at i on, display readouts and even key illumination when app ropriate — is a powerful tool to help you learn how to use t he system’s m any features.

Note: As ex plained on page E.2, each of the tw o small er Feat ure Phon es, 12- Key and 24-Key, has a c ombo

PROG/HELP key.

Tutorial

When your stati on is idle, press HELP, and then follo w the spoken Help menu to:

• Learn how to use t he phone • Hear a description of how an y k ey is used

• Learn how to use v oi ce mail featu res • Hear a complet e tutorial on phone operati on

Help during st ation program m i ng

To hear a detailed descripti on of a function you wish to program, pre ss HELP while pr ogramming it.

Help during a call

Press HELP while on a call and this will pl ac e the call on hold, whereupon you can use Hel p mode to hear a description of the function you wish to perform . When you exit Hel p m ode, you will be reconnected to the call.

While you are either in He lp mode or programming your phone, your station will b e t emporarily placed in DND (see “MUTE/DND,” page E.3). Anyone calling your station w hi l e you are in DND will be forwarded to your mailbox (or other destination set by the in st al ler).

Exiting Help mode

To exit Help mode, simply hang up.

Visit www.esiusers.com f o r up-t o-date help.

B.1

Help mode (Verbal User Guide) User’s Guide

(This page included for pagination purposes only.)

B.2

User’s Guide User programming: An introduction

User programming: An introduction

Voice prompts will play menu and sub-menu options to access the desired feature. You don't have to wait for the enti re prompt to be pla yed. Therefore, once you’v e become familiar w i th the prompts (consult “User program m i ng m enu overview,” below), you c an quickly set any frequently used feature.

Program m ing hel p

During any of the programmi ng steps, press HELP to hear a more detailed descriptio n of the featu re and related p rogramming options.

Exiting pr ogr am m ing mode

To exit programming mode, sim pl y hang up.

User programming menu

Overview

1 Select perso nal gre eting

1 Record 2 Delete 3 Hear

2 Programmabl e feat ure key s

(Station keys, line keys, speed-dial keys,

other feature keys)

3 Station options

1 Call waiting/background announce 2 Personal greeting reminder 4 Outside dial tone preference 5 Hands-free answer 6 Message monitor

4 Station audibles

1 Station ring tone 2 Station ring volume 3 Message ring

5 Password

1 Enter 2 Delete 3 Hear 4 Security level

6 External message notification

1 Delivery options 2 Phone delivery 3 Pager notification 4 Urgent message

7 Person al Ca ll Rou t ing

1 Entry settings 2 Exit settings 3 Quiet time settings

9 Un-delete

Note: Selections 3, 5 and 6, as well as the ba ckgrou nd announce f unction under “S tation options” (see page

E.10), are not avail able on a 12-Key Feat ure Pho ne.

Available only if your phone system is using IVX Presence Management. If you’re not sure whether it is, consult your System

Administrator. For more information about IVX Presence Management, visit www.esi-estech.com/presence.

C.1

User programming: An introduction User’s Guide

1 Select personal greeting

Select the desired greetin g — 1, 2 or 3. The system will play the current greeting, followed by prompts to re-record, delete or hear again — or select the current greeti ng by pressing #.

1 Record personal greeting

Begin recordi ng at the tone. Press 1 to stop. The new personal greeting aut om at ically re places the previous greeting.

2 Delete personal greeting

When prompted, press 2 again to confirm deletion.

Warning: Your mailbox is disabled if no personal greeting exists. Never delete all of your existing

personal greetings before you record at least one new one.

3 Hear current personal greeting

2 Programmable feature keys

There are two methods for performing programming of your phone:

• Direct programming — Select the key you want to program, and hold it down for at least two seconds. This not only init iates programm ing but also let s you immediately program t hat specific key .

• Traditional programming — Press PROGRAM. T he Verbal Help Guide will speak to you, walking you through the ful l m enu, during which you can choose the appropriate opti on.

Direct pr ogr amm i ng ex ampl e:

You wish to set one of the keys to dial a co-work er, whose extension is 105. Hold d own the k ey for at least t wo seconds. This automati cally puts y ou in feature key programming. Fol low the prompts to enter 1 0 5. ( This ha s allo wed you t o skip two steps — pressing PROGRAM and selecting a m enu option — that you’d have had to perform if using traditional progra mm ing.)

C.2

User’s Guide User programming: An introduction

How the programmable feature keys can be set

• Line keys — If a line number (1 throu gh 66) is programmed, the prog ram m abl e feature key becomes a line key, providing t he appropriate lamp information and manu al out side-line access.

• Station keys — If the digits ente red constitute a three-di gi t number, the programmable feature key will become a station key, providing the appropriate lamp information and easy access or transfer. Three-digit numbers entered can be:

— User extensio ns — Group mailboxes (500–516) — Department pi l ot num bers — Cascade paging mailboxes (520 –529) — Guest/info mailboxes — System speed dial n um bers (600–699) — Q & A mailboxes (490–499)

• Speed-dial keys — I n addition to p rogramming a programmable feature key with a system speed-dial number, you can c reat e personal speed-dia l key s f or automatic di al ing of frequent ly called outsi de num bers. If you program 9 (or 8 or 71–76) pl us a phone number , the programmable feature key becomes a speed-dial key. When you pr ogram a speed-dial key, there's no need t o insert a pau se af t er the 9 (or 8 or 71–76). Use the  scroll ke y to enter spe ci a l character s f or dialing (s ee page C.5 for m ore details. ) The speed-dial num ber can be up to 24

characters long.

Note: You c a n al s o pr o gr a m Location Keys for use with Esi-Link. See page H.1 for more information.

• Other feature key s — I f you ent er a feature co de, the programm able feature key will serve as an enable/disable key for that feature. The Install er m ay have programmed certain stat ions for accessing addit i onal featu res (see “Optional features,” page F.11); consult your System Administrator to determ i ne your access.

Keys’ LED activity during programming

Key type a nd LED indi c a t ion

Mode

Currently bei ng pro grammed and previously assigned

Currently bei ng pro grammed and previously unassigned

Programm ing mode — Was assig ned or viewe d in cur rent s ession

Assigned in a previous pr ogr ammi ng session and not yet viewed in current session

Never assigned and not yet viewed in current se ssi o n

Station key or

Virtual Mailbox Key

Flashing red Flashing green Flashing amber

Flashing red Flashing red Flashing red

Blinki ng r ed Blinki ng gr e en Blinki ng am ber

Solid r ed Solid green Solid amber

Off Off Off

Line key

Feature k ey

or spe ed-dial key

C.3

User programming: An introduction User’s Guide



3 Station optio ns

The station options sub-menu (PROGRAM 3) lets you activate or deactivate several features your station can p rovide. At each opt i on sub-menu, 1 enabl es the option and 0 disables it. (Each option listed below is explained elsewhere in this manual, as noted.)

1 Call waiting/background announce

See page E.10 for call waiting and page E.10 f or background announce.

2 Pers ona l greet ing reminder

See page F . 10.

4 Outside dial tone preference

See page F . 10.

5 Hands-free answer

See page E.3.

6 Message monitor

Note: Not a vailable on the 12-Key Feature Ph one.

See page F . 10.

4 Station audibles

The station audibles program m i ng provides control of the following au di ble i tems:

1 Station ring tone

You can select from six possibl e tones to help distinguish it from other nearby ringing phones. Press

2 Station ring vol um e

Press  or  to set the desired ringer volume (range: off t o hi gh), then press # to accept it.

3 Message ring

When enabled, this feature will periodically generate a short ring tone at you r station as an additional al ert that you have new messages.

or  to select a to ne, then press # to accept it.

Note: (48- Ke y and 24-Key Fe atur e P hone s onl y)

If the ringer volume is turned off, the status indicator lamp will not “flutter” when an incoming or recall ed call is present ed to th e phone ( see “St atus indicator la mp,” pag e D.9).

C.4

User’s Guide User programming: An introduction



5 Password

1 Enter new password

Your password m ay c onsist of 2–8 digi ts followed by # (0 cannot be the first digit). Entering only 0 as the password wi ll turn off the password requirement.

2 Delete current password

Resets the pa ssword to the default pass word.

3 Hear current password

Displays and pl ays back the current password.

4 Password security level

Selection Result

0 No password required for acces s from a ny phone 1 Pass word re quired only for remote access, either off-premises or from other

stations within the system

2 Pass word always re quired

6 External message notification

Note: To use this featur e, a 12- Key Feature Phone must have a voice mail key assigned.

1 Delivery options

1 Delivery to phone number only 2 Notify pager only 3 Call phone first, then page 4 Call and pag e at the same time 0 No off-prem ises deliver y

2 Phone delivery

1 Enter phone number

Enter the pho ne num ber (24 digits, maximum) followed by #. Do not include an outsid e l ine access code (i.e., don’ t add 9, 8 or 71–76) before the number. Use the  scroll key to enter sp ecial characters; use the also can use the scroll keys to view the numbe r after it’ s saved. To change the number, you must delete it and then re-e nt er i t as desired.

2 Delete phone number

Deletes the c urrently programmed phone number.

3 Display current phone number

Displays the currently programmed phone num ber.

scroll key to backspace . Y o u

C.5

User programming: An introduction User’s Guide



3 Pager notification

1 Enter pager number

Enter the pag er num ber (24 digi ts, maximum) f ol l owed by #. Do not include an outside line access code (i.e., don’ t add 9, 8 or 71–76) before the number. Use the  scroll key to enter sp ecial characters; use the

scroll key to backspace . Y o u also can use the scroll keys to view the numbe r after it’ s saved. To change the number, you must delete it and then re-e nt er i t as desired.

2 Delete pager number

Deletes the c urrently programmed pager number.

3 Display current pager number

Displays the currently programmed pag er num ber.

4 Urgent message activation

1 Urgent messages o n l y

Only urgent messages will be delivered.

Note: Remember to say in your per sonal greeting that callers should press 2 to mark a

messag e as urg ent. ( For mor e on p ers on al gr e eti ng s, see pag e D.1.)

2 All new messag es

Any new message will be delivered.

7 Personal Call Routi ng

For details, consult the I V X Presence Management User’s Guide (E SI part # 0450-0793).

Note: This function is available only if your phon e system is usi ng IVX Pr esence Management. If you’re

not sure whet her it is, consult your Sy stem Administrator. For more information abo ut IVX Presence Management, visit www.esi-estech.com/presence.

9 Message Recycle Bin (un-delete)

The most recently deleted message will be played first. Press 9 to move to the next message. Press 8 to restore the message to your mailbox as a new message.

C.6

User’s Guide Voice mail operation

Voice mail operation

Your phone system provides accurate and timely messages. Others will become mor e comfo rt able leaving you voi ce messages if you promptly retrieve and respond to your messages.

VOICE MAIL key

On a 48-Key or 24-K ey Feature Phone, use the blue VOICE MAIL key for direct access to all voice mail features, such as pi ck i ng up m essages or t ransferring di rectly to mai l boxes.

Warning: To use voice mail fr om a 12- K ey Feat ur e Pho n e, you mu st as si gn ke y co de 579 t o a pro gram ma bl e

feature key (see “Programmable f eature keys, ” page C.3, and “Optional features,” page F.11). Failing to do so will disable the mailbox. (When you t ry to access a disabled mai lbox, the s ystem will notify you that it’s disabled.) You still can retrieve previously left messages and access user programming, but th e mailb ox won’t be abl e to re ceive n ew voice messages. Therefor e, to enable the mailbox, assign key c ode 579 t o a programmable feature key.

Personal greetings

Initially, your mailbox has a generi c greeting: “You have reached the mai lbox for e xt ension xxx. Dial 0 to r eac h the operator or begin re cor di ng at the tone.” Y ou can recor d up to three different

personal greetings in your own voice indicating your availability to return calls.

Examples

Sample greeting 1: Hi, this is [name]. I’m away from my desk or on the phone right now; so pl ease either dial

zero to reac h our operator, or l eave me your name, numb er and message at the tone and I’ll get back to you as soon as I can.

Sample greeting 2: Hi, this is [name]. I’m out of the office. You may dial 1 2 2 for my assistant or, if you

prefer, you may leave me a voice message at the tone — I’ll check in regularly — or, if it’s import ant, di al 2 now to leave me an urgent message that will page me automatically.

Sample greeting 3: Hi, this is [name]. I’m away from my desk at the moment. To have me paged, dial 3.To

reach the operator, dial zero. Otherwise, l eave your name and phone number at the beep so I can return your call.

Depending on aut o at tendant usage and your personal preferences, you may wish to incl ude one or more of these opt i ons in your pe rsonal greeti ngs:

Option Instruction

0 T o reach the o perator 1 To skip dire ctly to the record t one (or “beep” ) 2 To mark this message as urgent (see “Urgent messages,” page D.9) 3 T o page the per son for whom the caller is leaving a voi ce mail m essage 4 T o perform off-premises “reach-m e” (see “Off-premises ‘reach- m e,’ page D.3)1 8 T o the main gr eeting (i f your syst em is using the auto attendant)

You can change an y personal greeti ng as often as n ecessary, by just recording over a previou sly recorded pe rsonal greeti ng.

XXX An extension numb er of an ot her us er

Warning: Do not delete all of your personal greeti ngs; mak e sure at leas t one always remains. Deleting all

the greetings not only doesn’t rev ert to the init ial default greeting, it also will turn off your mailbox.

If your system is using IVX Presence Management, consult the IVX Presence Management User’s Guide (ESI part # 0450-0793)

to learn about additional, special functionality that may be available to you. If you’re not sure whether your system is using IVX Presence Management, consult your System Administrator. For more information about IVX Presence Management, visit www.esi-estech.com/presence.

D.1

Voice mail operation User’s Guide

Personal greeting keys

You can program a programmable feature key as a personal greeting key for any one of the three personal gre et i ngs (see page F.13). Once created, this short cut can then be u sed to activate t he associated personal greeting (the key’s LED will glow green and the greeting played as confirmation).

Note: To re-record this greeting, press RECORD while the confirmation is playing and f ollow the prom pts (o n

a 12-K ey Feature Phone, which has no RECORD key; press PROG/HELP 1 3 1 from idle).

Leaving messages . . .

If you call anot her station that is DND, busy or does not answer — or if you call a special mailbox (such as a guest or group mailbox) — you will be transferred to the mailbox. You can skip the mailbox’s personal gre et i ng by pressing 1; this takes you d i rectly to t he record tone.

. . . directly in another user’s mailbox

The procedure for going di rectly to another user’ s mai l box1 without ring i ng his/her extension depend s upon whether you have that user’s extensi on set as one of your station ke ys:

• If you do, pres s VOICE MAIL and then the pers on’s station key.

• If you don’t, press VOICE MAIL and TRANSFER and then dial t he extension num ber.

Either will connect you directly to that user’s personal greeting.

. . . in several users’ mailboxes using a Quick Gr oup

You can leave a direct message i n several users' mailboxes at the same time b y pressing VOICE MAIL and the desired station keys — t hus creating a Quick Gr oup. You can also move messages or recording s t o a Quick Group in t he sam e m anner.

Notes: You can use only station key s to select t he additional mailb oxes for Quick Groups.

If you have a department pr ogrammed as a station key, pressing VOICE MAIL and then the department’s station key will leave a message for all members of the department.

You also can leave messages in mailboxes (such as guest mailboxes) that don’t have extensions associated with them.

D.2

User’s Guide Voice mail operation

AutoPage

This feature lets you have outside calle rs internally page you after they’ve b een f orwarded to your voice mailbox and are listening to your personal greeting (see “Personal greetings,” page D.1). You must have personal greeting 3 selected and it must tel l callers to press 3 for thi s feature. I f the caller dials 3 during the pe rsonal greeti ng, he/she is placed on hold; the system then p ages you by name, f ol l owed by the phrase “You have a call on l ine” and the line on which t he call is on hold (e.g., “John Doe, you have a call on line 21”). If you don’t answe r the page within a programmed int erval, the caller is forwarded back to your ext ension/voi ce mai l box.

Note: This feature is a ctive if your administrator authorizes your station for it, you have set your mailbox to

play personal greet ing 3, and a directory nam e is re corded for your station.

Sample persona l greeting 3 fo r AutoPage:

“Hello. This is Ric k. I’m currently un able to receive your call. To have me page d thro ughout the building, please pr e ss 3 now. Ot herwise, plea se leave me a mes sage af ter the tone an d I will return your call as soon as possible.”

Moving and deleting a message

When you move a message, the system ac cesses anoth er submenu to determ i ne whether you want to move and delete a message, or move and save it. After you press 6 to move a message, the prompt will ask whether y ou wish to:

• Move the message but also save a copy of it in your voi ce mailbox

• Move the message and delete it from your mailbo x.

Off-premises “reach me”

After a caller has been forwarded to your voice mailbox and is l istening to your person al greeting, this feature allows the caller to b e fo rwarded t o a numbe r outside the system — i.e., a regular phone number rather than an ext ension. You must have personal gr eeting 2 selec ted an d it must tell callers to pres s 4 fo r thi s f ea tur e. When the caller presses 4 during your greeting, the system forwards him/her to the number set f or “phone del ivery” under “external message notification” (PROGRAM 6 2 — see pp. C.5–C.6). I f that number do es n’ t answer, the caller is r eturned to your voice mailbox. When you rec ei ve a forwarded call, you’ll be prompted to “press any key ” t o acc ept the call.

Note: This feature is act i vat ed o nly if your administ rator en abl es it o n yo ur st ation and yo u hav e set yo ur

mailbo x to pla y per so n al gr eet i ng 2.

Sample persona l greeting 2 fo r off-premises “reach me”:

“Hello. This i s Ri c k. I ’m cur rent ly out of t he off ice. T o at tem pt t o reach m e on m y mobi le ph on e, plea se pres s 4 now. Otherwise, please leave me a messa ge after the tone and I will return your call as soon a s possible.”

This feature is activated only if the Installer enables it on your system.

D.3

Voice mail operation User’s Guide

Message retrieval

Message(s) waiting display

If you have at least one new message, t he VOICE MAIL LED will blink and your display will show the number of new and ol d m essages in your ma il box.

24-Key Feature Phone

Note: Messag e st at u s ( sh ow n i n t h e ex am pl e s ab o ve as NEW 3 OL D 1) appears only when new messages exist.

48-Key Feature Phone

Retrieving voice mail messages fr om your ESI Featur e Phone

1. Press VOICE MAIL.

2. Enter your password if required (you may change the requirem ent for a password in user programming menu 5; see "Passwo rd,” page C.5).

3. The ESI phone system will start playback of messages with the oldest new message and continue until all mes sages are played. The display will show the origination of the message, the countdown duration of the message, whet her new or old, and t he time/date of when the message was left.

48-Key Feature Phone (also shows running playback time in reverse)

24-Key Feature Phone

4. At the end of each message, t he E SI phone system prompts you for instructions (see the cha rt , “Keys’ fun ct i ons during voice mail messag e retrieval,” next page). Once you’ve lea rned t hese prompts, you can proceed more r apidly by pres sing one of the appropriate key s any time during a message or duri ng a prompt.

Note: If, while picking up messages, you receive a call-waiting tone, hang up. When your phone rings,

lift the handset and you will be connected to the waiting call. Alternatively, you may simply press RELEASE (or quickly press th e hookswitch) when you hear the c all-waiting tone; this automatically connects y ou to the waiting call without your having to first hang up, then pick back up, the handset.

5. To exit playback of m es sages, simply ha ng up your phone.

Note: If you hang up during playback of a message, the system saves that message and all others

not deleted.

A 12-Key Feature Phone will display only the date and time.

D.4

User’s Guide Voice mail operation



New message skip

When listening to new messages, press 9 twice (wi thin t wo se conds) to save a message as new . T hi s message will be pl ayed again as a n ew m essage the next time you access your voice mail .

Note: When you press 9 once to save t he message as ol d, t here i s a short delay bef or e the system t ells you it

has saved the message. To bypass this delay after pressing 9, just press # to hear the next message.

Keys’ functions during voice m ail message retr ieval fr om an ESI Feature P hone

Key Functi on nam e Description

1 Pause Pauses for on e minute or until you pr e ss 1 again. 2 Time and date/

number t oggle

3 Reply Replies to the originator of a message (possi ble only if m essage

4 Back up (rewind)

T oggles the b ottom line of the di splay b etween t he message’ s time/date and the caller’s number.

came from another user in the system). Record your reply at the tone and then press 1 to s t o p , af ter which t he s yst em ret ur n s you to your mailbox and the message to which you were replying.

• If pressed during messa ge pla y bac k, rewi n ds 4 seco nd s f or

each key- pr e ss.

• If pressed after the playback has finished, returns to begi nning

of mes sage.

5 Fast forward Advanc es pla yback 4 second s for ea ch key- press.

6 Move Moves a copy of the message to another user’s m ailbox.

7 Delete Deletes the message from the mailbox (see “Message Recycle

9 Save Saves the message (it will play as an old message the next time

9 9 Save as new Skips over a new message and leaves it as a new message (i.e.,

REDIAL Auto-callback Exits yo ur mailbox wit h out er a si ng the m ess a ge, an d th e n

ESI-DEX Store If Caller ID is present, saves to your Personal Dex for later use.

# Leave a message Lets you record a me ssage i n another mailbox. At the prompt,

Check other box Checks m essages in another m ailbox (may require a pas sword,

(Not available from an analog phone or off-premises location.)

You may move th e copy wi th or without an introduction. After t he move, the system r eturn s you to your m ailbox and the origi nal me s sa ge.

Bin,” pa ge D.9) .

you retrie ve messages).

it will be played as a new message the next time you pick up messages). You must pres s the 9 key twice within two seconds.

automatically dials the number.

(Not available from an analog phone or off-premises location.)

enter the de sired ma ilbox number.

depending on t he mail box’s setting; see “Password,” page C.5).

Retrieving voice mail messages using anoth er user ’s ESI Feature P hone

1. Pr ess VOICE MAIL and then .

2. Dial your extensio n num ber.

3. Follow the procedures described i n “Retrieving voice mai l m essa ges from your ES I F eature Phone”

(page D.4).

A local call may not be dialed correctly depending on the limitations of the local dialing plan. You may need to dial some of these

calls manually.

D.5

Voice mail operation User’s Guide



Virtual Mailbox Ke y

(Not available on 12-Key Feature Phon e.)

If you frequently pick up your messages from anot her user’s E SI Feature P hone or have others help pick up your messages, you may want to program a programmable feature key on that phone as a Virtual Mailbo x

™

Key

for your mailbox. When you have new messages, the key will blink, press it to automatically connect

to your mailbox. This feature does not affect your ability to pickup messages from your own phone.

Note: Assign to the programmable key the following — VOICE M AIL  and then eith er your extension

number or your voice mailbox number (see “Progr am mable f eatur e keys, ” page C.2).

Retrieving messages from an off-pr emises location

You can pick up mes sages when away from t he office or f rom an analog stati on. Since the displ ay is not available to you, message handling will operate slightly differently .

To retrieve your message from a remote location:

1. If the auto attendant’s main greeting answers you r call, press

and enter your mailbox number. If the operator o r another user answers your cal l , have the person t ransfer you ( by pressing VOICE MAIL and

, then pressing your station key [or entering your mailbox number] and then hanging up).

2. If required, enter your password.

3. The ESI phone system will announce the number of new and old messages, and will start playback of messages start ing with the oldest new me ss age and continue u n t i l al l m essages and recordings have played or you press

to disconnect.

For more inf orm ation, see page C.5.

Additional functions available during off-premises voice mail message retrieval

Key Function Description

2 Hear time/date Pauses the message, plays the time/dat e when th e m essage was left and re sumes. 5 Access user

programming

8 Main greeting Goes to the main greeting. 0 Operator Transf ers you to the operator . # To other mailbox To leav e a message in a nother user’ s mailbox.

Disconnect Disconnects you from the system. Always press  before hanging up (if you press it

Acces s certain user-programmable features.

Note: Fast forward is not available f rom a r emote location.

during message playback, the system will save the playing message and a ny other currently unsaved messages in your mailbox).

D.6

User’s Guide Voice mail operation

Live recording

(Not available on 12-Key Feature Phon e.)

To begin recording both sides of the conversation during a call, press RECORD. Recording will continue until eithe r you press RECORD again, the call is completed or the maxim um record limit

is reached

(default i s 10 mi nutes). To resume recording, you must p ress RECORD agai n. During recording, the

RECORD LED wi l l “f l u t ter” (blink rapidl y) green and the RECORDING will appear on the display.

Note: The Installer may have programmed your system to insert a short tone every 15 seconds while recording.

You can record a ny conversati on, including a conference call2 or service observing cal l (see “Service observing,” page F. 12). You also can make a personal recording — useful for recordi ng personal reminders, in office conve rs ations or meetings — by lifting the handset o r pressing SPEAKER and then pressing RECORD. Internal dial tone will stop and recording of your station will begin until either

RECORD is pre ssed again or yo u hang up, whiche ver occurs fi rst.

Note: Interruptions in conversati on may compromise the quali ty of the re cording.

Quick Move™

The Quick Move feature is perfect for use by a receptionist or, indeed, anyone wh o receives a cal l t hat would be more ap propriate f or one or more other current l y unavailable co-workers (f or whom you have programmed station keys on your phone). Let’s say someone c al ls and wants to speak to one of you r co-workers. You say that the co-worker isn’t there now but you’ll be happy to let the caller leave a voice message. Howev er, the call er protests that he doesn’t “ want to talk to a recording” and want s you to write down the m essage. Worse, you know that som e of your other co-workers will want to hear what this caller has to say.

But here’s all y ou have to do: just press RECORD and then, whil e recording (and “taking down” the message, as fa r as the calle r knows), pres s t he st at ion keys for those to whom you wish to Quic k Move the message. You can do this for as many stations as you have station keys programmed on your phone.

Each designated user's mailbo x will receiv e t he re cording as a new mes sage, but your mailbox will not have the reco rdi ng. This featu re saves you a number of steps — i.e., you won’ t need to acces s y our mailbox and mo ve t he recording and delete the r ecording from yo ur m ail box.

Playback of recordings

If you have reco rded conversat ions, they will play aft er your old messages, or you can access them directly by pressing VOICE MAIL, RECORD. This will play back the recordings, starting with the newest recording. Recordings can be handled just like other messages.

Adjustable by only the Installer.

Upon playback, a recording of a conference call can sound garbled if more than one person at a time is speaking.

D.7

Voice mail operation User’s Guide

Off-premises message delivery

Introduction

The ESI phone system can be programmed to deliver mess ages to an off-prem ises phone and/or to page you when your voice mailb ox r e c ei ves a message. You can set the phone number (cell phone, home number, another extensi on, etc.), a del ay time (the period that the system is to wait before attempting to deliver t he m es sage), and the pager number. You can further s e t the system to del i ver only message s ma rk ed as urgent ( see "Urgent messages,” page D.9).

The administrat or can also set for your station the:

• Number to be cal l ed or paged

• Delay period

• Number of attempts

• Interval bet ween attempt s (in increments of 30 minut es)

• "Quiet period” which suspends message d el i v ery for late night, etc.

If you have programmed both an off-premises delivery number and a pager num ber, the system will prompt you to ch oose one of the fol l owing delive ry options:

• Phone-only

• Pager-only

• Phone, then pager — Attempt s phone delivery unti l the maximum number of attempts ha s been tried,

then follows paging programm i ng.

• Phone and page at the same time

• No off-premi s es delivery

Note: If your system is using IVX Presence Management, consult the IVX Presence Management User’s Guide

(ESI part # 0450-0793) to l earn about additional, special functionality that may be avai lable to you. If you’re not s ure wh et her yo ur system is usi ng IVX Pr e sen ce Man ag em ent, c onsul t y our Syst e m Administr at or . For m ore i nfor mat ion a bout I VX Pr es enc e Man age ment , visi t www.esi- estech.com/presen ce.

Message delivery

. . . To a phone

Whenever your m ai l box receive s a new/urgent message (see "U rgent message s, ” below), the system will call the number that you have programmed and play the prompt: "You have messages. Pl ease enter your password. ” The prompt wi ll repeat three times before the system assumes that no one has answered (i.e., be cause it has "heard” no password) and di sc onnects.

Upon answering, enter your password (if you have set your password options for no password, you must enter 0 as your password).

Warning: A “” response in stead of the pa ssword wi ll cause th e system to susp end calling y ou until it

receives the next n ew/urgent message.

You will then be conne cted to your mailbox and c an proceed with normal remote operation (see "Retrieving voice mail messages from an off-premi ses location,” page D.6).

D.8

User’s Guide Voice mail operation

. . . To an external pager

You can program pager notification to operate ei ther as the so l e not i ficatio n m et hod or in conjunct i on with phone delivery .

You can have the sy st em call and activate your external page r whenever the first new/ur gent message is left in your m ai lbox and repeat the page (at the interval programmed by the administ rator) until all new messages have been retrieved.

Note: Either entering or deleting the phone number to be called for of f-premises delivery or act ivate your

pager1 will toggle the feature on or off.

Refer to page C. 5, option 6 (“External me ss age notification”), f or specific menu selections.

Urgent messages

You can have all new m essages deli vered or choose to have only urgent messages deli ve red. If you have enabled the urgent message feature as part of user program m i ng (PROGRAM 6 4), you must include, in y our personal greeting, i nstructions for the cal l er t o press 2 to mark the message as urgent . (See “Examples: Sample greeting 2” under “P ersonal greetings” on page D.1.) If you have new , urgent message s, you r VOICE MAIL key's LED will "flutter” (blink rapidly) and, when you retrieve your messages, the system will play urgent messages ahead of other new messages.

Message Recycle Bin (un-delete)

The ESI phone system st ores your mo st recently deleted 10 message s i n a M essage Recycle Bin to allow you to r ecover, or "un -delete,” messages that may have been delet ed i n error .

You access the Message Recycle Bi n through us er programming (PROGRAM 9). P r ess 9 to advanc e through deleted messages. P ress 8 to restore a message to you r m ai l box as an old message.

Status indicator lamp

(Not on 12-Key Feature Phone.) The red status indicator lamp, l ocat ed at the top of a 24-Key or 48-Key Feature Phone, indicate s

three condition s:

• Phone is off-hook — Light glows solid red.

• Phone is ringing — Light “fl utters” conti nuously .

Note: The light won’t “flutter” if the ringer volume is turned off.

• Phone has at least one new voice mai l message — Light blinks.

For example, if a user is weari ng a headset, it can be difficult to know whether he/she is on a call. Therefore, just look at the status indicator lamp — if it’s glowing solid red, the person is, indeed on a call.

Note: If more than one of these three conditions is true at the same station, the status i ndicator lam p will

behave accord ing to the following priori ty: off-hook, then ringing, then new v oice mail. Here’s an exampl e. Y ou have a new voice m ail me ssage waiting, whic h makes the status indicator lam p blink. However, i f the phone begin s to ring, the status indicator lamp wi ll “fl utter” continuously bec ause ringing has a higher pr iorit y than new voice mail; and, if you then pick up the han dset or press SPEAKER to take the call, the statu s indicator lamp gl ows solid red becaus e the off-hook condition has the highest priori ty of the three conditions.

If pager notification was enabled as described.

D.9

Voice mail operation User’s Guide

Optional voice mail feature: Guest mailboxes

Important: This is a special, optional feature not explained in the tutorial. Be sure to get your guest mailbox

number from the Administrator.

Guest mailboxes (300–489) are perfect f or personnel such as outside sales or manuf acturing personnel who do not have an internal extension assigned to them but still n eed a mailbox. Y ou can handle a guest m ai l box as it were a regular exte nsion (i.e., list i t i n the directory, assign a programmable feature key for transfer to it, etc.).

Notes: A guest mailbox must h ave at least one personal greeting recorded to be act ivated and, t hus, a ble to

accept messages.

If your system is using IVX Presence Management, consult the IVX Presence Management User’s Guide

Personal gr eeti ngs

You can record u p to three different perso nal greetings in your own voice indicating your availability to return call s. Also, you can change the personal greetings as often as necessary by recording over a previously recorded personal greet i ng. (See “Sele ct personal greet i ng,” page D.1, to learn ho w to program the se greetings.)

Retrieving guest mailbox m essages from an E S I Featur e Phone

To retrieve guest mailbo x me s sages from an ESI Feature Phone, fo ll ow the same pro cedure descri bed in “Retrieving voice mai l m essages usi ng anot her user’s ESI Feature P hone” (page D.5), except that you enter your guest mailbox number (in the range, 300 –489) rather than an extension num ber.

Keys’ functio n s du ring voice mail message retrieval

See the chart on page D.5.

Virtual Mailbox Ke y

See “Virt ual M ai l box Key,” page D.6.

D.10

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