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

ESI Feature Phone

User’ s Guide

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

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

0450-0366

Rev. E

About ESI

ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. Founded in 1987, ESI designs and builds innovative telecommunications products for businesses like yours. Because of their pow erful c ombinati on of value and f eatures, ES I products ar e c onsistent ly recognized by in dustry publications and leaders.

Copyright © 2004 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 containe d herein is subject to change without notice. ESI products are protected by U.S. Patents No. 6,067,349 and 6,252,944, and others 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

He lp mode (Ver bal User Guid e)...................................................................................................................B.1

User pr ogra mmin g: A n introduction...........................................................................................................C.1

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

Voice ma il operat ion...................................................................................................................................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 (un-delete)...............................................................................................................................................................D.9

Sta tus 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

Sp ecia l keys............................................................................................................................................... F.1

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

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

Message monitor mode (live call screening) ........................................................................................................................................... F .1 0

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

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

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

Line keys......................................................................................................................................................................................................F .1 1

Re m ote IP Featu re Pho ne...........................................................................................................................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 operation................................................................................................................................... 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, mo nitor mode or call forwa rd...........................................................................................................................I.3

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

Analog station s.......................................................................................................................................... J.1

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

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

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

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

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 rich E SI fe ature se t is simp le and eas y thr ough the straightforward des ign of each of the various ESI Fea ture Phones. Each feature has been des igned for ease of use while pr o viding capabilities needed in an advanced business phone.

You will be able to lea rn man y o f the features by s imp ly using you r phone; and this ESI Feature Phone User’s Guide will introdu ce you to the wide variety of features o ffe red by you r ES I phone s ys tem an d how to use your phone effectively to achieve maximum benefits.

What it covers

This User’s Guide covers the use of:

• 48-Key Feature Phone (D igit a l, TAPI, IP and Remote IP)

• 24-Key Digital Feature Phone

• 12-Key Feature Phone

• 60-Key Expansion Console

...with the following ESI phone systems:

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

• IVX E-Class (IVX 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 programming

• Section D — Voice mail opera tion

• Section E — Phone operation

• Sections F through K — Special keys and features

Introduction User’s Guide

48-Key Feature Phone

The 48-Key Feature Phone has a variety of programmable and built-in features. It comes in four versions: Digital; TAPI; IP; and Remote IP. Additionally, it supports the optional 60-Key Expansion Console. All four versions of the 48-Key Feature Phone offer the same basic features which are described hroughout this User’s Guide. The 48-Key Feat ure Phon e’ s built - in voice ma il feat ures and voice prompts make it easy to program an d use.

PROGRAM

soft fe ature key

(pg. C.2)

HELP key for

access to Verbal

User Guide

and tutorial

(pg. B.1)

Speaker

Status ind ic ator

lamp (pg. D .9)

3-line, 56- c h ar acter dis p lay

Volume/scroll keys

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

Context-specific key to select displayed options

P/UP

(pickup) key

(pg. E.10)

Fixed feature keys

(pg. E.2)

Microphone for

buil t-in speake rphone

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 Ex pansion Console), you can perform direct

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

might program a car radio button). This isn’t applicable to the fixed-feature keys which, as their name implies, are already programmed.

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 Expansion Console adds 60 more programmable feature keys to your ESI Feature Phone. You program the Expansion Cons ole’s k eys just as you do the programmable f eature keys on your ESI

Feature Phone , using eith er dire ct or traditional program ming (see page C.2).

Note: Only one key can exist per extension, feature or operation. If you program 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 operation.

Hint: You may find it easier to write in the names on the overlay before you program the keys and attach 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 Ex pansion Console), you can perform direct

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

might program a car radio button). This isn’t applicable to the fixed-feature keys which, as their name implies, are already programmed.

Introduction User’s Guide

24-Key Feature Phone

The 24-Key Feature Phone has features similar to those of the 48-Key Feature Phone. However, the 24-Key Feature Phone is avai lable only as a digital model and doesn’t suppo r t TAPI, IP or the 60-Key Expansion Conso le . As is true for the 48-Key Fe ature Ph one, the 24-Key Feature Pho ne’ s built-in voice mail features and voice prompts make it easy to 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 gramming

(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 ind ic ator lamp (pg. D .9)

2-line, 32- c h aracter display

12 program mable feature 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 speake rphone

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

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

might program a car radio button). This isn’t applicable to the fixed-feature keys which, as their name implies, are already programmed.

User’s Guide Introduction

12-Key Feature Phone

The 12-Key Feature Phone includes the basic, most co mmo n ly used phone fea tures . This simplified model is available only as a digital model and doesn’t support TAPI, IP, the 60-Key Expansion Console, voice mail

or Esi-Dex.

Speaker

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

Volume/scroll keys

1-line, 16-char ac t er d isp lay

9 programmable feature keys (pg. C.2)

PROG/HELP combo key

for phone pr o gramming (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 features aren’t available on a 12-Key Feature Phone:

• Certain special keys and features (see “Special keys,” page F.1).

• Esi-Dex.

• ACD operation. Additionally: to use voice mail, co nference calling and mute/DND on a 12-Key Feature Ph o ne , you

must program these features into programmable feature keys (see “Programmable feature keys,” page C.3, and “O pt ional features,” pag e F.11).

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

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

might program a car radio button). This isn’t applicable to the fixed-feature keys which, as their name implies, are already programmed.

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.

Introduction User’s Guide

Connecting your ESI phone

Depending on which ESI phone you have, use the appropriate diagram (below) to connect it. Each diagram represen t s the pa nel on the phone’s underside.

Note: The “Top of phone” and “Bottom of phone” references in these diagrams show the correct vertical

orientation of the phone — i.e., the part with the d isplay 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 plugs into r ight-side jack.

• Line cord plugs into lef t-side jack.

48-Key Digi tal Fe atur e P hone

In addition to how the 24- Key F ea ture Ph one connects to the handset and line cord, note the presence of a headset jack

, as well as the following information:

To powe r

To 60-K ey

Console

To 60-K ey

Console

supply

Line cord

Connectors on bottom of

48-Key D ig it al Feature Ph one

LAN

headset

Handset

to wall

(headset jack shown)

Handset

• T AP I version includes a cable for conne c t ing to you r

PC’s s er ial port.

• 60-Key Expansion Console ca ble (inc luded wit h each

Console) uses standard RJ-11 telephone connectors.

48-Key IP Feature Phone 48-Key Rem ote I P Feature Phone

In addition to the details mentioned previously for the 48-Key Digital Feature Phone, each IP Feature Phone includes :

• A power supply that is unswitched (i.e., always-on AC

outlet) and plugs into th e phon e.

• An Ethernet cable, which connects the

phone to a PC (or, if no PC is present, directly to a router, switch or hub) to achieve connectivity to a local area network (LAN).

Note: When the phone is in the highest upright position, use the wall-mount hook located under the handset

to secur e th e handset when you ’re not using the phon e.

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 sys tem’ s Help mode (also called t he Verbal User Guide) — a carefully conceived combination of spoken information, display readouts and even key illumination when appropriate — is a powe r ful t ool to h elp you learn h ow to use th e s ystem’s many features.

Note: As explained on page E.2, each of the two smaller Feature Phones, 12-Key and 24-Key , has a combo

PROG/HELP ke y.

Tutorial

When y our st ation i s idle, press HELP, and then follow the spoken Help menu to:

• Learn how to use the phone • Hear a description of how any key is used

• Learn how to use voic e ma il fea tures • Hear a complete tut or ia l on phone operation

Help during st ation programm i ng

To hear a detailed de s c r iption of a functi on you wish to pr ogram , pres s HELP while programming it.

Help during a call

Press HELP while on a call and this will place the call on hold, whereupon you can use Help mode to hear a description of the function you wish to perform. When you exit Help mode, you will be reconnected to the ca ll.

While you are either in Help mode or programming your phone, your station will be temporarily placed in DND (see “MUTE/DND,” page E.3). Anyone calling your station while you are in DND will be forwarded to your mailbox (or other destination set by the installer).

Exiting Help mode

To exit Help mode, simply hang up.

Visit www.esiusers.com for up-to-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 pr o mp ts 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 played. Therefor e, once y ou’ve becom e familiar with the prompt s (cons ult “User programming menu overview,” below), you can quickly set any frequ ently used feature.

Program m ing hel p

During any of the programming steps, press HEL P to hear a more detailed description of the feature and related programming options.

Exiting pr ogr am m ing mode

To exit programming mode, simply hang up.

User programming menu

Overview

1 Select personal greeting

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 notificatio n 4 Urgent message

9 Un-delete

Note: Selections 3, 5 and 6, as well as the background announce function under “Station options” (see page

E.11), are not available on a 12-Key Feature Phone.

C.1

User programming: An introduction User’s Guide

1 Select per sona l gr ee ting

Select the desired greeting — 1, 2 or 3. The syst e m w ill play the cu rrent greeting, followed by prompts to re-record, delete or he ar again — or select the cur re nt gree t ing by pres s ing #.

1 Record personal greeting

Begin recording at the tone. Press 1 to stop. The new personal greeting automatically replaces the previous greeting.

2 Delete personal greeting

When prompted, press 2 again to confirm deletion.

Warning: Y our mailbox is disabled if no pe rsonal 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 initiates programming bu t also lets you immediately pr ogra m that spec ific key .

• Traditional programming — Press PROGRAM. The Verba l He lp Gu ide will speak to you, walking you through the full menu, during which you can choose the appropriate option.

Direct programming example:

You wish to set one of the keys to dial a co-worker, whose extension is 105. Hold down the key for at least two seconds. This automatically puts you in feature key programming. Follow the prompts to enter 1 0 5. (This has allowed you to skip two steps — pressing PROGRAM and selecting a menu option — that you’d have had to perform if using traditional programming.)

C.2

User’s Guide User programming: An introduction

How the programmable feature keys can be set

• Line keys — If a line number (1 through 66) is programmed, the programmable feature key becomes a line key, providing the appropriate lamp information and manual outside-line access.

• Stati on keys — If the digits entered constitute a three-digit number, the programmable feature key will become a station key, providing the appropriate lamp information and easy access or tra nsfer. Three-digit numbers entered ca n be:

— User extensions (100–195 and 200–229) — Group mailboxes (500–516) — Department pilot numbers (290–299) — Cascade paging mailboxes (520–529) — Guest/info ma ilboxes (300–489) — System speed d ial numbers (600–699) — Q & A mailboxes (490–499)

• Speed-dial keys — In addition to programming a programmable feature key with a system speed-dial numbe r, you can create personal speed-dial keys for au toma t ic d ialing of freq uen t ly called outside numbers. If you progra m 9 (or 8 or 71–76) plus a phone number, the programmable feature key becomes a speed-dial key. When you program a speed-dial key, there's no need to insert a pause after the 9 (or 8 or 71–76). Use the V scrol l k ey to e nter sp ecial characters for dialing (see page C.5 for more details.) The speed-dial number can be up to 24

characters long .

Note: You can also program Location Keys for use with Esi-Link. S e e page H.1 for more info rmation.

• Other feature keys — If you enter a feature code, the programmable feature key will serve as an enable/disab le ke y for that feat ure. The Installer may have prog ra m med certain stations for accessing additional features (see “Optional features,” page F.11); consult your System Admi nistrator to dete rmine yo ur access .

Keys’ LED activity during programming

Key type and LED indication Mode

Currently being pr ogrammed and previously assigned

Currently being pr ogrammed and previously unassigned

Programming mode — Was assigned or viewed in current session

Assigned in a previous programming session and not yet viewed in current session

Never assigned and not yet viewed in current session

Station key or

Virtual Mailbox Key

Flas hi ng r ed Flas hi ng green Flashing amber

Flashing red Flashing red Flashing red

Blinking red Blinking green Blinking amber

Solid red Solid green Solid amber

Off Off Off

Line key

Feature key

or speed-dial key

C.3

User programming: An introduction User’s Guide

3 Stati on optio ns

The station options sub-menu (PROGRAM 3) lets y ou ac tivate or deactivat e s everal features your station c an prov ide. At each optio n s ub-menu, 1 enables the option and 0 disables it. ( Each option listed below is explained elsewhere in this manual, as noted.)

Note: These options are not available on the 12-Key Feat ure Phone.

1 Call waiting/background announce

See page E.10 for call waiting and page E.11 for background announce.

2 Personal greeting reminder

See page F.10.

4 Outsi de dial tone pr eferen c e

See page F.10.

5 Hands-free answer

See page E.3.

6 Message monitor

See page F.10.

4 Station audibles

The station audibles programming prov ides contr ol of the follo wing audible item s:

1 Station ring tone

You can select from six possible tones to help distinguish it from other nearby ringing phones. Press W or V to select a tone, then press # to accept it.

2 Station ring volume

Press W or V to set the desired ringer volume (range: off to high), then press # to accept it .

3 Message ring

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

User’s Guide User programming: An introduction

5 Password

1 Enter new password

Your password may consist of 2–8 digits followed by # (0 canno t be t he firs t digit ). En ter ing only 0 as the password will turn off the password requirement.

2 Delete current password

Resets the p as s w ord to the de fau lt pas s w ord.

3 Hear current password

Displays and plays back the current password.

4 Password security level

Selection Result

0 No password required for access from any phone 1 Password required only for remote access, either off-premises or from other

stations within the system

2 Password always required

6 External message notification

Note: To use this feature, 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 page at the same time 0 No of f- premises delivery

2 Phone delivery

1 Enter phone number

Ent er the phone number (24 digi ts, max imum) f ollowed by #. Do not inc lude an outsi de line access co de (i.e., don’t add 9, 8 or 71–76) before the number. Use the V scroll key to enter special characters; use the W scroll key to backspace. You also can use the scro ll ke ys to view the number after it’s s aved. To change the numb er, you must delete it and then re-enter it as desired.

2 Delete phone number

Deletes the currently programmed phone number.

3 Display current phone number

Displays the currently programmed phone number.

C.5

User programming: An introduction User’s Guide

3 Pager notification

1 Enter pager number

Enter the pager number (24 digits, maximum) followed by #. Do not include an outsi de line access co de (i.e., don’t add 9, 8 or 71–76) before the number. Use the V scroll key to enter special characters; use the W scroll key to backspace. You also can use the scro ll ke ys to view the number after it’s s aved. To change the numb er, you must delete it and then re-enter it as desired.

2 Delete pager number

Deletes the currently programmed pager number.

3 Display current pager number

Di s play s the currentl y progr ammed pager number.

4 Urgent message activation

1 Urgent messages only

Only urgent messages will be delivered.

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

message as urgent. (For more on personal greetings, see page D.1.)

2 All new messages

Any new message will be delivered.

9 Message Recycle Bin (un-delete)

The most recently deleted message will be played firs t. Press 9 to move to the next message. Press 8 to restore the mess age to you r ma ilbox 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 more comfortable leaving you voice mes s ages if you promptly retrieve and respond to your mes s ages .

VOICE MAIL key

On a 48-Key or 24-Key Feature Phone, use the blue VOICE MAIL key for direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes.

Warning: T o use voice mail from a 12-Key Feature Phone, you must assign key code 579 to a programmable

feature key (see “Programmable feature keys,” page C.3, and “Optional features,” page F.11). Failing to do so will disable the mailbox. ( When you try to access a disabled mailbox, the system will notify you that it’ s d isable d .) You still can retrieve prev ious ly lef t messages and access use r programming, but the mailbox won’t be able to receive new voice messages. Therefore, to enable the mailbox, assign key code 579 to a programmable feature key.

Personal greetings

Initially, your mailbox has a generic greeting: “You have reached the mailbox for extension xxx. Dial 0 to reach the operator or begin recording at the tone.” You can rec ord up to t hree different

personal gree tings in your ow n voice indicating your a vailab ility to re tu rn ca lls.

Examples

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

zero to reach our operator, or leave me your name, number 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 ma y 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 a nt, dial 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. T o have me paged, dial 3.T o

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

Depending on auto attendant usage and your personal preferences, you may wish t o incl ude one or more of these options in your personal greetings:

Option Instruction

0 To reach the operator 1 To skip directly to the record tone (or “beep”) 2 To mark th is mess age as urgent (see “Urgent messages,” page D.9) 3 To page the person for whom the caller is leaving a voice mail message 4 To perform off-premises “reach-me” (see “Off-premises ‘reach-me,’ page D.3) 8 To the main greeting (if your system is using the auto attendant)

You can change any personal greeting as often as necessary, by just recording over a previously recorded personal greeting.

XXX An extensi on number of another user

Warning: Do not delete all of your personal greetings; make sure at least one always remains. Deleting all

the greetings not only doesn’t revert to the initial defau lt g reeting , it a lso will tu rn off your mailbox.

D.1

Voice mail operation User’s Guide

Personal greeting keys

You can program a pr ogrammable f eature key a s a personal greeting key for any one of the three personal gree tings (see page F.13). Once crea ted, this shortcut can then be used to act i vate the 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 follow the prompts (on

a 12-Key Feature Phone, which has no RECORD key; press PROG/HELP 1 3 1 fro m idle).

Leaving messages . . .

If you call another sta t ion tha t is DND , busy or does not ans wer — or if you call a special ma ilbox (such as a guest or group ma ilbo x) — you will be transferred to the ma ilbo x. You can skip the ma ilbox’s personal greeting by pressing 1; this t a kes you directly t o th e reco rd ton e.

. . . directly in another user’s mailbox

The procedure for going directly to another user’s mailbox without ringing his/her extension depends upon whether you have that user’s extension se t as one of your station keys:

• If you do, press VOICE MAIL and then the person’s station key.

• If you don’t, press VOICE MAIL and TRANSFER and then d ial the extension number.

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

. . . in several users’ mailboxes using a Quic k Gr oup

You can leave a direc t mess age in several users' ma ilboxes at th e sa me time by pr es s ing VOICE MAIL and the desired station keys — thus creating a Quick Group. Y o u can a lso move messages or recordings to a Quick Group in the same manner.

Notes: You can use only station keys to select the additional mailboxes for Quick Groups.

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

D.2

User’s Guide Voice mail operation

AutoPage

This feature lets you have outside callers internally page you after they’ve been forwarded to your voice mailbox and are listening to your personal greeting (see “Personal greetings,” page D.1). You must have personal greet in g 3 selec te d and it must tell callers to press 3 for this feature. If the caller dials 3 during the personal greeting, he/she is placed on hold; the system then pages you by name, followed by the phrase “You have a call on line” and the line on which the call is on hold (e.g., “John Doe, y ou have a call on line 21”) . If you don’ t answer the page within a prog ra m med inte r val, the ca ller is forw arde d back to your extension/voice mailbox.

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

play personal greeting 3, and a directory name is recorded for your station.

Sample personal greeting 3 for A utoPage:

“Hello. This is Rick. I’m currently unable to receive your call. To have me paged throughout the building, please press 3 now. Otherwise, please leave me a message after the tone and I will return your call as soon as possible.”

Moving and deleting a message

When y ou move a messa ge, the system acce s ses another submenu to determi ne whether you want to move and delete a message, or move and save it. After you pres s 6 to move a message, the pr o mpt will ask whether you wish to:

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

• Move the message and delete it from your mailbox.

Off-premises “reach me”

After a caller has been fo rw arded to your voice mailbox and is lis tening to your personal gree ting, this feature allows the caller to be forwarded to a number outside the system — i.e., a regular phone number rather than an extension. You must have personal greeting 2 selected and it must tell callers to press 4 for this feature. When the caller presses 4 during your greeting, the system forwards him/her to the number set for “phone delivery” under “external message notification” (PROGRAM 6 2 — see pp. C.5–C.6). If that number doesn’t answer, the caller is returned to your voice mailbox. When you receive a forwarded call, you ’ll be prompted to “press any key” to accept the call.

Note: This feature is activated only if your administrator enables it on your station and you have set your

mailbox to play personal greeting 2.

Sample personal gr eeting 2 for off-premis es “reach me ” :

“Hello. This is Rick. I’m currently out of the office. To attempt to reach me on my mobile phone, please press 4 now. Otherwise, please leave me a message after the tone and I will return your call as soon as 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 leas t one new message , the VOICE MAIL LED will blink and your display will show the number of new and old messages in your ma ilbo x.

24-Key Feature Phone

Note: Message status (shown in the examples above as NEW 3 OLD 1 ) appears only when new messages exist.

48-Key Feature Phone

Retrieving voice mail messages fr om your ESI Featur e P hone

1. Press VOICE MAIL.

2. Enter your password if requ ire d ( you may cha nge the requirement for a pas s w ord in user programming menu 5; see "P as s w ord,” p age C.5 ) .

3. The ESI phone system will start playbac k o f me ssages with t h e oldes t n ew message a nd c ontinue until all messages are played. The display will show the origination of the message, the countdown duration of the message, whether n ew or old, and the 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 mes s age , the ES I phone system prompts you for ins t ructions (s ee the cha rt, “Keys’ functions during voice mail message retrieval,” next page). Once you’ve learned these prompts, you can proceed more rapidly by pressing one of the appropriate keys any time during a mess age or during a prompt .

Note: If, while picking up mess ages , y ou receive a call-waiting tone, hang up . When your phone rings,

lift the handset and you will be connected to the waiting ca ll. Alternatively, you may simply press RELEASE (or quickly press the hookswitch) when you hear the call-waiting tone; this automatically connec ts y ou to the wa iting call without your having to first hang up, then pick back up, the handset.

5. To exit playback of messages, simply hang up your phone.

Note: If you hang up during playback of a message , the syste m save s that message and all oth ers

not deleted.

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

User’s Guide Voice mail operation

New message skip

When listening to new messages, press 9 twi ce (within two seconds) to s ave a mess age as new. This message will be played aga in as a new message the next time you acces s your voice mail.

Note: When you press 9 onc e to s a v e the message as old, there is a short dela y b efore the s y stem tells you it

has saved the message. To bypass this delay after pressing 9, ju st press # to hear the nex t message.

Keys’ functions d ur ing voice m ail m essage retr ieval from an ESI Feature P hone

Key Function name Description

1 Pause Pauses for one minute or until you press 1 again. 2 Time and date/

number to ggle

3 Reply Replies to the originator of a message (possible only if message

4 Back up (rewind)

T oggles the bottom line of the display between the message’s time/date and the caller’s number.

came from another user in the system). Record your reply at the tone and the n press 1 t o stop, after which the system returns you to your mailbox and the message to which you were replying.

• If pressed during message playback, rewinds 4 seconds for

each key-press.

• If pressed after the playback has finished, returns to beginning

of message.

5 Fast forward Advances playback 4 seconds for each k ey- press.

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

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

9 Save Saves the message (it will play as an old mess age the nex t time

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

REDIAL Auto-callback Exits your mailbox without erasing the message, and then

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

# Leave a message Lets you record a mess age in anothe r mailbox. At the prompt,



Check oth e r box Checks messages in another mailbox (may require a password,

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

You may move the copy with or without an introduction. After the move, the system returns you to your mailbox and the original message.

Bin,” page D.9).

you re t r ieve messages).

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

autom at i cally dials the number.

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

enter the desired mailbox number .

depending on the mailbox’s setting; see “Password,” page C.5).

Retrieving voice mail m essages using anothe r user’s ESI Featur e Phone

1. P ress VOICE MAIL and then .

2. Dial your extension number.

3. Follow the pro cedures described in “Retrieving voice mail mess ages fro m yo ur ESI Featu re Phon e”

(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 Key

(Not available on 12-Key Feature Phone.)

If you frequently p ick up yo ur messages from another user’s ES I Fea ture Phone or have others help pick up your messages, you may want to program a programmable feature key on that phone as a Vir t ual Mail box

™

Key

for your mailbox. When you have new messages, the key will blin k , pres s it to automatically connect

to your mailbox. Th is featu re does not affect your ab ility to pic kup mes sages from your own phone.

Note: Assign to the programmable key the following — VOICE MAIL  and then either your extension

number or your voice mailbox number (see “Programmable feature keys,” page C.2).

Retrieving messages from an off-pr emi ses location

You can pick up messages when away from the office or from an ana log station. Since the disp lay 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 ca ll, press  and ent er your m ailbox number. If the operator or another user answers your call, have the person transfer 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 st ar ting w ith the oldes t new mes s age and c ont inue unt il a ll mes s ages and record ings have played or you press  to disconnect.

For more information, see pag e 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/date when the message was left and resumes. 5 Access user

programming

8 Main greeting Goes to the main greeting. 0 Operator Transfers you to the operator. # To other mailbox T o leave a message in another user’s mailbox.



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

Access c er tai n user-programmable features.

Note: Fast forward is not available from a remote location.

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

D.6

User’s Guide Voice mail operation

Live recording

(Not available on 12-Key Feature Phone.)

To begin recording bot h sides of the conver s ation durin g a c all, press RECORD. Recording will continue until either you press RECORD again, the call is comple t ed or the maximum record limit

is reached

(default is 10 minutes). T o resume recording, you must press RECORD again. Du r ing record ing, the

RECORD LED will “flutter” (blink rapidly) green and the RECORDING will appear on the display.

Note: The Installer may have progra mmed your sys te m to inse rt a shor t tone every 15 seconds while recording.

You can record any conversation, in c luding a conference call or serv ice obs erving call (see “Serv ice observing,” page F.12). You also can make a personal recording — useful for recording personal reminders, in o ffice conversations or mee t ings — by liftin g the hands e t or pressing SPEAKER and then pressing RECORD. Internal dial tone will stop and recording of your station will begin until either

RECORD is pressed again or you hang up, whichever occurs first.

Quick Move™

The Quick Move feature i s perfec t for u s e by a receptionist or, indeed, a nyon e who recei ves a call th at would be more appropriate fo r one or more other curr ently unavailable co- worke rs (for whom yo u have programmed station keys on your phone). Let’s say someone calls and wants to speak to one of your 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. Howe ver, the caller protests that he does n’ t “want to talk to a recording” and wan t s you to write down the message. Worse, you know that some of your other co-workers will want to hear what this caller has to say.

But here’s all you have to do: just press RECORD and then, while recording (and “taking down” the message, as far as the calle r knows ) , press the sta t ion k eys for those to whom you wish to Quic k Mo ve the message. You can do this for as many stations as you have station keys programmed on your phone.

Each designated user's mailbox will receive the recording as a new message, but your mailbo x w ill not have the recording. This feature saves you a number of steps — i.e., you won’t need to access your mailbox and move the re cording and delete the reco rding from your mailbo x .

Playba ck of re cordings

If you have recorde d conversations, they w ill play aft er y our old mess ages, or you can access them directly by pressin g VOICE MAIL, RECORD . This will play back th e re co rd ings , sta rting with the newest recording. Reco rd ings can be hand led just like other mess ages .

Adjustable by only the Installer.

D.7

Voice mail operation User’s Guide

Off-premises message delivery

Introduction

The ESI phone system can be programmed to deliver messages to an off-premises phone and/or to page you when you r voic e ma ilbo x re ce i ves a mes s age. Y ou can set the phone numbe r (ce ll phone , home number, another extension, etc.), a delay time (the peri od that the sy s tem is to wait before attempting to de li ver the mess age) , and the pager number. You can fur the r set the system to deliver only messages ma rked as urgen t (see "U rgen t mes s age s ,” page D.9).

The administr ator ca n also se t for your station th e:

• Number to be called or paged

• Delay period

• Number of attempts

• Interval between attempts (in increments of 30 minutes)

• "Quiet per iod” which s uspends mess age deliver y for lat e night, etc.

If you have programmed both an off-premises delivery number and a pager number, the system will prompt you to choose one of the following delivery options:

• Phone-only

• Pager-only

• Phone, then pager — Attempts phone delivery until the maximum number of attempts has been tried,

then follows paging program ming.

• Phone and page at the same time

• No off-pre mises delivery

Message delivery

. . . To a phone

Whenever your ma ilbo x rece ives a new /u rgen t mes s age (see "Urge nt mess ages,” below), the system will call the number that you have programmed and play the prompt: "You have messages. Please enter your password. ” The prompt will repeat three times before the system assumes that no one has answered (i.e., because it has "heard” no password) and disconnects.

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 instead of the p as swo r d will cau se the s yste m to suspend calling you until it

receives the next new/ urgent mes sage.

You will then be connected to your mailbox and can proceed with normal remote operation (see "Retrieving voice ma il mess ages fro m an of f-p re mis es lo ca t ion,” page D.6 ) .

D.8

User’s Guide Voice mail operation

. . . To an external pager

You can program pager notification to operate either as the so le not ifica t ion me thod or in con junc t ion with phone deli very.

You can have the system call and activate your external pager whenever the first new/urgent message is left in your mailbox and repeat the page (at the interval programmed by the administrator) until all new messages have been re trieved.

Note: Either entering or deleting the phone number to be called for off-premises delivery or activate your

pager1 will toggle the feature on or off.

Refer to page C .5 , opt ion 6 ( “Exter na l mes s age not ifica t ion” ), for specif ic menu se lec tions .

Urgent messages

You can have all new mess ages delivered or choose to ha ve on ly urgent messages delivered. If you have enabled the urgent message feature as part of user programming (PROGRAM 6 4), you must include, in your personal greeting, instruc tions fo r the ca ller to p ress 2 to mark the mess age as urg en t . (See “Examples: Sample greeting 2” under “Personal greetings” on page D.1.) If you have new, urgent messages, your VOICE MAIL key's LED will "flutter” (blink rap idly) and , w hen you r etrieve yo u r mess a ges, th e syste m will play urgent messages ahead of other new messages.

Message Recycle Bin (un-delete)

The ESI phone system stores your most recently deleted 10 messages in a Message Recycle Bi n to allow you to reco ver, or "un-de lete, ” mess ages that may have been deleted in error.

You access the Mes s age Re cy c le Bin through user programming (PROGRAM 9). Press 9 to advance through deleted mes s ages . Press 8 to restore a message to your mailbox as an old message.

Status indicator lamp

(Not on 12-Key Feature Phone.) The red status indicator lamp, located at the top of a 24-Key or 48-Key Feature Phone, indicates

three conditions:

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

• Phone is ringing — Light “flutters” continuously.

• Phone has at l east one new voice mail message — Light blinks.

For example, if a user is wearing 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 cond itio ns is true a t the sa me station , the s ta t us in d icator la mp w ill

behave according to the following priority: off-hook, then ringing, then new voice mail. Here’s an example. Y ou have a new voice mail message waiting, which makes the status indicator lamp blink. However, if the phone begins to r ing, the st a tus ind icato r lamp will “flutter” continuously bec au se ring in g has a higher priority than new voice mail; and, if you then pick up the handset or press SPEAKER to take the call, the status indicator lamp glows solid red because the off-hook condition has the highest priority of the three conditions.

If pager notification was enabled as described.

D.9

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