ESI ivx e-class series Administrator's Manual

Admini st ra tor ’s Ma nua l

0450-0328

Rev. E

About ESI

ESI (Estech S ystems, Inc.) is a privately held corporatio n base d in Plano, Texas. F ounded in 1987, ESI
designs and bui l ds innovative t el ecommunication s products for bus inesses like yours. Because of t heir
powerful com bi nat i on of value and fe atures, ESI products are consistently re cognized by indust ry publi­cations and leaders.

Copyright © 2005 ESI (Estech Systems, Inc.).

IVX is a registered trademark of Estech Systems, Inc. Ethernet is a registered trademark of Xerox Corporation. Motorola and
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tered trademark of Symantec Corporation. Goldmine is a trademark of Goldmine Software Corporation. Microsoft, Windows, NT
and Outlook are registered trademarks of Microsoft Corporation. Panasonic and DBS are registered trademarks of Matsushita
Electric Corporation of America. Novell and Netware are registered trademarks of Novell, Inc. Smart Ja ck is a trademark of Westell
Technologies, Inc.
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-certified company. Visit ESI on the Web at www.esi-estech.com.

Ta ble of content s

Administrator programming: An introduction......................................................................................................A.1

Administrator’s duties...................................................................................................................................................................................A.1

Telephone system fea t ur e s.........................................................................................................................................................................A.1

Voice mail features.......................................................................................................................................................................................A.2

ACD features................................................................................................................................................................................................A.2

Feature Phone overlays ..............................................................................................................................................................................A.2

Programming basics....................................................................................................................................................................................A.3

System programming overview ..................................................................................................................................................................A.3

Programming keys.......................................................................................................................................................................................A.4

Entering alphanumeric characters..............................................................................................................................................................A.4

System fixed numbering plan......................................................................................................................................................................A.5

Remote setting of day, night, holiday and auto modes.............................................................................................................................A.5

Function 1: System parameters .............................................................................................................................B.1

Function 13: Administrator password .......................................................................................................................................................B.1

Function 14: System clock ..........................................................................................................................................................................B.1

Function 17: System speed-dial..................................................................................................................................................................B.3

Function 3: Extension programming.....................................................................................................................C.1

Function 32: Extension feature authorization.............................................................................................................................................C.1

Function 37: RFID programming ................................................................................................................................................................C.3

Function 5: Voice mail programming ....................................................................................................................D.1

Function 53: Guest/info mailboxes.............................................................................................................................................................D.1

Function 54: Group mailboxes and the broadcast mailbox......................................................................................................................D.2

Function 55: Message notification ..............................................................................................................................................................D.3

Function 56: Cascade paging mailboxes...................................................................................................................................................D.4

Function 57: Q & A mailboxes ....................................................................................................................................................................D.5

Function 6: Recording......................................................................................................... ....................................E.1

Funct io n 6 1: Re-r e cor d syste m and auto attendant branch prompts......................................................................................................E.1

Function 62: Record directory names ........................................................................................................................................................E.2

Function 63: Message-on-hold (MOH) programming...............................................................................................................................E.3

Function 7: Reports ................................................................................................................................................. F.1

Function 73: ACD department detail report ...............................................................................................................................................F.1

Feature description: SMDR.................................................................................................................................... G.1

Tabular SMDR format................................................................................................................................................................................. G.1

CSV SMDR format......................................................................................................................................................................................G.1

Reporting conventions and rules...............................................................................................................................................................G.2

Index

(This page included for pagination purposes only.)

IVX E-Class Admini strator’s Manual Administrat or progr ammi ng: An introduction

Adminis tra t or programmi n g: An intro d uc ti o n

You can program ESI’s IVX E-Clas s system (IVX 128e or IVX 72 e) locally or remotely from a 48-Key Digital
Feature Phone or 24-Key Digital Feature Phone while the system is operating. You also can program using
ESI’s Esi-Admin, a Windows-based software application your ESI Reseller can provide.

Read the E-Class User’ s Guide fir st. Pr ogramming feat ures require a cle ar understanding of user
interface and application.

Administrator’s duties

The System A dm i ni st rat or can perform the following tasks:

• Administeri ng station assignm ents

• Managing station feature autho riz ati on

• Maintaining the employee directory (if i t’s used)

• Re-recording system prompts

• Administer i ng m anual change of Day/Night mode (if required)

User assistance

Each ESI phone system ’s Verbal User Guid e includes all of the information printed in the User’s Guide
(except for special fe atures). Additionally, the ESI system user s’ Web site, www.esiusers.com, includes
all the information in the User’s Guid e, and more.

Telephone system features

• ESI Feature Phones — Compact and stylish, yet rugged, each 4 8 - or 24-Key Digit al F eat ure Phone
includes a high-quality speakerphone, large and informative multi-functional d isplay and a special ly
designed key layout with several dedicated keys to minimize or eliminate the need to memorize codes.
ESI also offers the 12-Key Digital Featu re P hone, which is simi lar in design and basic functi ons.

• Extensive help — ESI’s Verbal User Guide
everyone from t he I nstaller through the A dm ini st rator down to the l east experienced end user . Hel p i s
easily accessible with one press of eithe r t he HELP key on the 48-K ey Feature Phone or the
PROG/HELP combo key on the 24 -Key Feature Phone or 12-Key Feature Phone. One can al so
visit www.esiusers.com for up-to-dat e help.

• Enhanced Caller ID — Allows one-touch automatic message return.

• Live call recording — Can record any con versation or per sonal memo, with moving or copying of
any recording to another use r’s voice mailbox (see “Voi ce m ail features,” page A .2).

• Call waiting — Includes helpful display, showing bot h calls’ Caller ID informat i on, and easy one-key
toggling bet ween calls.

• Conference calling — Includes four conf erence bridges, and a conference may contain up to f our
parties, so the IVX E-Class sy st em can support four conference s of f our parties each. Analog phones
on the system al so may initiate conf erences.

• Esi-Dex

™

speed-dial ing — Calls an y number using four separate list s (personal, st ation, system

and — when Esi-Link is in use — location); uses Calle r ID

• Dedicated overhe ad pag ing interface — Allows for ext ernal paging through overhead speak ers or
multi-zone paging units (am pl i f ication req ui red).

™

uses spok en and displayed help p rompts to help

1

1

informat i on or direct keypad entries.

1

This and all other references to Caller ID service within this manual assume the end-user organization subscribes to Caller ID

service from its telephone service provider.

A.1

Administrat or progr ammi ng: An introduction IVX E-Class Administrat or’s Manual

• Intelligent call forwarding — Lets users of compatible P RI -equi pped ESI systems view the original
Caller ID data of a call forwarded to an of f-premises phone.

• 911 alert — Provides imm ediate line ac ces s if any statio n with line access di al s 9 1 1 to report
an emergency; sends a message via the serial port i ndicating the st art date, time, station numbe r and
end-time of the 911; also sound s a warning tone at the operator station and displays, for example:
911 CALL F ROM
X102 JOHN JAMES

Important: Don’t make 91 1 calls using Remote IP Feature Phones. Because a Remote Phone isn' t con-

necte d direct ly to its local telephone network, one must use a regular phone connected locally,
not the Remote Phone, to make 911 or other emerg ency calls. (For more informat ion, see the
docume ntat i on i n clu d ed wit h the Rem ot e Ph one. )

• Status indicator lamp — Indicates t hree conditions of the 24- or 48-K ey Digital Feat ure Phone:
off-hook, ri nging and new voi ce m ai l m essage.

• Esi-Link support — Allows an multi -site enterprise to net work any combination of up to 100 com­patible ESI phone systems (or ES I IP Gateways) acr oss an IP-based network.

• Optional NSP (Network Services Processor) — Al l ows s ystem programming vi a TCP/IP and can
be adapted to f it a variety of phone system configurations, small t o l arge.

• Optional VIP
Delivers cal l control and unified messaging to Mic rosoft

™

— Provides an optional, value-added interface to an NSP-enabled IVX E-Class system.

®

Outlook® 2000/2002/2003.

• Optional IVX Presence Management — Provides integrated building entr y c ontrol, access control,
status indication, personal call routi ng, and (optionally) time and attendance management. To learn
more, see www.esi-estech.com/presence.

Voice mail features

• Eight message-on-hold recordings — Am ong these are three prerecorded tracks; al so supports
live entry.

• Message Recycle Bin (undelete) — Rem em bers, and can rest ore, each mailbo x’s 10 most recently
deleted messages

• Quick Groups

• Quick Move

• Virtual Mailbox Key

™

— Makes it easy to leave voice mail messages for several us e rs.

™

— Records a conv ersation into another user’s mailbox.

™

allows eas y moni t oring of a second mailbox.

ACD features

• Routes calls with i n d esi g nated departments for quickest possible call answeri n g.

• Uses Digital Feature Phone display to provide up-to-the-second inform ation on queues and wait tim es.

Feature Phone overlays

Each ESI Feat ure Phone comes with one overlay for the programmabl e f eature keys. To order addi­tional over l ay s, visit the DESI
based software, DESI Lite, which allows you to print on the overlays. For assi st ance with DES I prod­ucts, please consult the DES I Web site.

Tip: Remember that ESI’s Esi-Admin software, avail able from your ESI Resell er, als o lets yo u print on the

overlays as well as perform other programming tasks.

™

Web site at www.desi.com. You can also down l oad the free Windows®-

A.2

IVX E-Class Admini strator’s Manual Administrat or progr ammi ng: An introduction

Programming basics

As mentioned earl ier, you ma y prog ram from any ESI 48 -K ey Digital Feature Phone or 24-Key Digital
Feature Phone i n t he system. Here’ s how:

1. Press PROGRAM. The normal station programming menu prompt will begin t o play. Press HOLD
to stop the prompt.

2. Enter the Admini st rator password

1

, followed by #. You are now in programming mode (during this

time, the extension will be automatically placed in DND).

3. Follow the system prog ram m i ng m enu to program as you wish; and, when finished, hang up.

Note: The system will automatically exit programming mode after 10 minutes of inactivity.

Example: If your Administrator password is 864, enter programming m ode by pressing

PROGRAM HOLD 8 6 4 #
(To exit programming mode, hang up.)

System programming overview

Once you’ve accessed p rogramming mode on an appropriate ESI Feature Phone, the system will
prompt for — and conf irm — each keystroke action via voi ce commands and the display. You program
both configuration data and recordings in the same manner.

Important: During program m ing, th e 24-Key Feature Phone’ s two-line display shares the same content wit h

the top two lines of the 48-Key Featur e Phone’s three- line display. Theref ore, to save space, thi s
manual’s sample displays show only two lines.
Don’t pro gra m usi n g a 12-Key Feature Phone; its single-line display can not show some informa­tion you’ll need during programming.

The followi ng m enu shows Administ rator programm i ng functions a vailable on the IVX E-Class system:

1 Syst em pa ra me ters

13 Administrat or passw ord
14 System clock

Set time/date
Automatic time setting

17 System speed dial

3 Extension programming

32 Extension feature authorization
37 RFID programming

371 Acc ess schedules
372 RFID tag programming
373 View RFID tag numbers
374 IPM parameters

5 Voice mail programming

53 Guest/info mailboxes
54 Group mailboxes
55 Message notification options

551 Station delivery options

552 Delivery/paging parameters
56 Cascade paging mailboxes
57 Q & A mailboxes

2

6 Recording

61 Record system prompts
62 Record directory names
63 MOH programming

631 MOH source
632 Record MOH
633 MOH volume

7 Reports

73 ACD department report
74 Voice mail statistics report
75 System speed-dial list

1

Default is 4 5 6.

2

Valid only if your ESI phone system has IVX Presence Management. If administering such a system, refer to the IVX Presence

Management Administrator’s Manual (ESI part # 0450-0795).

A.3

Administrat or progr ammi ng: An introduction IVX E-Class Administrat or’s Manual





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Programming keys

During programming, the first line of the display will show the current item being programmed, and the
second line will be the entry line. You can enter values as directed by the combi nation of the voice
prompts and di splay. To enter multiple values, such as a list of ext ension numbers, separate each value
by # (to exit t he l ist, enter # #).

To... Press ... What this does

Enter

Back up (i.e.,
reverse direction)

Delete HOLD Deletes data or recording.
Exit [Hang up] Exits programming mode and removes extension from DND.
Help HELP Provides more detailed instructions during programming.
Select/scroll

#

(left-side

scroll ke y)

(right-side
scroll ke y)

Confir ms ne w or exi sti ng e nt ry an d ad va nce s to ne xt
program ming step.

Backs up to previous pr ompt without ch anging its value.

• During entry of a value, backs up.

• If a list is present (“>” is displayed), scrolls to left.

• Selects from options presented.

• If a list is present ( “>” is displayed), scrolls to right .

• Inser ts a space during entr y of a name.

Note: Either < or > in the displa y indic ates that additi onal choices or values are available by pressing a corre-

spondi ng scroll ke y (or ).

Entering alphanumeric characters

You enter names f or extensions and departments by pressing the dial pad key that correspo nds t o t he
character to be entered. T he key’s possible ent ries will change each time the ke y is pressed, and the
display will show this. When the desired character appears on the dis play, press # to conf i rm ; the cursor
will move to the next character position. Y ou may move the cursor left (to correct an entry) by pressing
the lef t scroll key (

Key Options Key Options

0 0, - (hyphen), _ (underline) 7 P, R, S, 7
1 Q, Z, 1, “_” (space) 8 T , U, V, 8
2 A, B, C, 2 9 W, X,Y, 9

Example: To enter a B, pres s 2 twice (the possible options to scroll through are A, B, C and 2). When B is

3 D, E, F, 3

4 G, H, I, 4

5 J, K, L, 5 # [Enter]
6 M, N, O, 6 # # Ends the name

displ ay ed, pr e ss # to confirm; the cursor will move to the next character to be entered. To complete
the name, pr e ss # #.

) or move right (to add a sp ace) by pressin g t he right scroll key ().

(left

scroll ke y)

(right

scroll ke y)

Backs up an d era se s

Adds a spac e

A.4

IVX E-Class Admini strator’s Manual Administrat or progr ammi ng: An introduction

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System fixed numbering plan

Numbers Function Numbers Function

0 Operator 500 Broadcast mailbox

1–66 CO lin es 501–516 Group mailboxes

100–183 User extensions 520–529 Cascade paging mailboxes

199 Overhead paging port 530–550 Recordable system prompts
290–299 Department numbers 560–589 Feature codes
300–489 Guest/info mailboxes 590–598 MOH recordings
490–49 9 Q & A mailbo xe s 600–699 System spe ed dial

700–799 Esi-Link locations

Remote setting of day, night, holiday and auto modes

Normally, the system’s da y/night mode operation will be manually controlled at an E S I Feature Phone
and/or set to follow the da y/ night mode table s (programmed by the Installer) automatical ly. In addit i on,
the Admi ni strator can remotely change the mode and/or re-record t he holiday greeti ng to handle une x­pected closings such as for inclement weather.

Remotely loggi ng into the sy st em wi t h t he Administ rator password lets the calle r re-record the ID 1
greetings (day, night , day2 and night2) and the holiday greeti ng, as well as change the mode to
day/night/ holi day/d ay2/ night2 (o r auto ).

1. At the main greeting, e nt er

4 5 6 # — or

[the new password] # — to enter remote

programming mode.

2. You’ll hear prompts that will allow you t o change the answer mode (day, night, day2, night2, holiday
or auto) and/or to re-record the holiday greeting and the main greeting (ID 1). Follow the prompts to
perform the desired operation.

3. Exit by pressing

and hanging up.

Prompts for rem ote settings : an outline

1 Set answer mode

1 Day mode
2 Night mode
3 Holiday mode
4 Use day/night table*
5 Day2 mode
6 Night2 mode

2 Record holiday main greeting
3 Record daytime main greeting
4 Record nighttime main greeting
5 Record day2 main greeting
6 Record night2 main greeting

Note: If the system is answered live and call is then rout ed to a mailbox., the Administrator can press 8 to

return to the main greeting and then f ollow t he steps for making remote settings.

* This is used if the Installer has programmed an automatic calendar.

A.5

Administrat or progr ammi ng: An introduction IVX E-Class Administrat or’s Manual

(This page included for pagination purposes only.)

A.6

IVX E-Class Admini strator’s Manual Function 1: System paramet ers

Function 1: System parameters

Function 13: Admini strator pass word

These functions will display the existi ng password and prompt for entry of a new password. The pass­words can be 2–8 di gits long, f ol l owed by #. The Installer can change either the Installer or

Administrator password. Only those functions listed in the Administrator Manual can be pro-
grammed via the Administrator password. The default Administrat or password is 4 5 6.

Notes: You can use the Administrator password t o access a user’ s stati on programming. At the station, when

prompted for t he user’s password, enter either the Administrator password, then follow nor mal user
programming procedures.

Accessing user station programming

Should a user forget his password or if an employee leaves the organization, t his feature allows the
Installe r or Administrator to enter a u ser's stati on programmi ng and operate withi n i t as i f he were the
user. From t he user’s station, ent er the Administrator pass word when the system prompts for t he

user password.

Example: From stati o n 105, enteri ng 4 5 6 # in ste ad of the us er pass word (1 0 5 #) will enter th e stati on’s

user programming. (Default password shown for this example).

Function 14: System clock

Function 141: Set time/date

1. Enter a new time in a twelve-hour format.

Exampl e: Enter 1 2 3 3 for 12:33, or 3 1 5 for 3:15 (note that you ne ed no leading zer o for th e time).

2. Selec t AM or PM by pre ss i ng a scroll ke y (either  or ).

3. Enter a new date in an eight-digit format, including leading zeroes.

Example: Enter 0 7 0 4 2 0 0 3 for July 4, 2003 (note th at leading zeroes are required here, unlike in

Step 1).

4. Press # to finish the entry.

Note: A built-in battery maintains the cor rect time and date, e ven in th e event of a power loss.

B.1

Function 1: System paramet ers IVX E-Class A dministrator’s Manual

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Function 142: A utoma tic time setting

1. Synchronize with CID

This functi on, when enabled, sy nchronizes the real-time clock with Call er ID (CID) mes saging:
call proces sing compares the t i m e of a CID message to the system re al-time clock a nd, if the
difference is more than two mi nut es, resets t he real-time clock to match the t i m e (hours and
minutes) of the CI D m e ssage. T h e system will analyze e ach such mes sage (or — if it re cei ve s
more than fou r c al l s with CID information wit hi n a one-minute per i od — as is needed). S el ect
ENABLE or DISABLE by pressing a scroll key (either
the CID data to update the time and date.

Default: Enabled.

Notes: If this function is enabled, Esi-Link time synchronization (from location 700) will be disabled.

If this function is disabled, Esi-Link time synchronization will be allowed (minutes only).

2. Adjust for Daylight Savings Time

This functi on, when enabled, causes the real-ti m e clock to adjust itself automatically for Day­light Savings Time (DST). Select AUTO or DISABLE for DST by pressing a scroll key (either

or ). Choosin g DISABLE is best for t hose areas that don’t observe DST.

Default: D isabled.

or ). Choosi ng ENABLE will allow

Note: If thi s function is enabled and it causes an automati c time change, the system won’t updat e

the real-time clock from either Caller ID messages (Function 142 1, above) or Esi-Li nk time
synchronization for 25 hours before and 25 hours after the time change is due to be effective
(i.e., 2:00 AM Sunday).

B.2

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IVX E-Class Admini strator’s Manual Function 1: System paramet ers

Function 17: System speed-dial

Up to 100 system speed dial names and associated numbers can be stored, in location numbers 600–699,
for access by any station. A user can initiate a system speed-dial by dialing the speed dial location number
or by accessi ng t he nam e through the Esi-Dex feature. In Function 32, ac ce ss to system speed -dial can
be denied to individual stations (see page C.1).

Note: System speed-dialing overri des toll restrictions (Funct ion 32, page C.1).

1. Enter the 3-digit lo cat i on number to pro gram ,

2. Enter a ten-character name (see “Entering alphanumeric charact ers,” page A.4).

3. Enter the number to be di aled (including the line group 9 , 8, or 71–76). Pre ss the left scroll key (
to delete any c haracter or digit entered in error. Here’s a n example:

1. 2. 3.

Speed-dial number Name Number

The number dialed in Step 3 can be up to 30 digits long including the following special codes:

601 AUTO RENTL 915552221212

Code What it produces

# # DTMF tone

DTMF tone
F Flash ho ok
P 2-second pause

)

Use the  scroll key to enter special characte rs; use the  scroll key to backspace. Press # to confirm
the inserted character and continue. Press # # to complete the entry.

Example: To create a System Speed Dial number that dials 9, then 972-555-5644, then pauses for

four sec on ds an d fi nally dials #104, enter :

9 9 7 2 5 5 5 5 6 4 4 (the n scr ol l to) P # (the n scr ol l t o) P # (then scroll to) # # 1 0 4 #

Deleting a speed dial number

To delete an entire speed dial num ber and name, delete the location number (6 X X) by pressing HOLD
or the left s cr o ll key (

) during S tep 1 in the speed-dialing procedure described above.

B.3

Function 1: System paramet ers IVX E-Class A dministrator’s Manual

(This page included for pagination purposes only.)

B.4

IVX E-Class Admini strator’s Manual Function 3: Extension programming

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Function 3: Extension programming

Important: Where any gray shading (■) appears in an example, it represents value s either unavailable to

the function or unused in the partic ular exa m ple.

Function 32: Extension feature authorization

An Administrator can allow or deny many extension features on an extension-by-extension basis. A user,
however, can only program and use allowed features (by using a combination of voice and display prompts)
from his/her phone.

Below is an example of a completed P rogramming W orksheet. The program m i ng sequence is:

1.

Ext.

XXX Default Y Y N Y N Y Y N N N N N

100 Jane Y Y N Y N Y Y Y N N N N
101 Roger Y Y N Y N Y Y N N N N N
102 Sally Y Y N N N Y Y Y N N N N

110* Bill Y N Y Y N N N N

2.

Name

3.

Call
wait

4.

DND

5.

AA

block

6.

Rec.

7.

Svc.
obs.

8.

Toll

allow

9.

Sys.

spd. dial

10.

Auto-

Page

11.

Ext.

fwdg.

12.

Fwdg. to

toll nos.

13.

Trunk-to-

trunk xfer

14.

Unified

msg.

The programming steps are:

1. Extension number — Enter the extension number to program.

2. Extension name — Name the extension (if it hasn’t previously been named by the Installer).
For each of the f ol lowing features, press a scrol l key (

or ) to select YES or NO.

3. Call waiting — Allows the user to turn call waiting on or off for his stati on.

4. Do not disturb — Allows the user to activate DND from his station.

5. Auto attendant block — Blocks calls from being transferred t o the st ati on from the auto attendant;

follows the extension’s call forward day/night as programmed by the I nstaller.

6. Live recording feature — If enabled, will allow the user to record conversati ons.

7. Service observing — All ows the user to monitor t he conversati ons of those stations listed

in the service ob servi n g list for his/ her station. I f this is enabled, you must enter a li st of allowed
extensions.

Note: A Department number ca n be entered as an extension in the Service Observing list and wil l then

automatically include all m embers of the Department even if the members of t he Department are
later changed.

8. Toll restriction — “YES” allows the user to place toll calls. If you select “NO,” the user can make
only either n on-toll calls or calls to numbers listed i n t he allow excepti on table.

9. System speed dial — “YES” allows the user to access and place system speed dia l calls.

(Continued)

* An example of an analog phone.

C.1

Function 3: Extension programming IVX E-Class Administrator’s M anual

10. AutoPage — Lets the user t urn AutoPage (defi ned belo w) on or off at his/her st at i on.

Note: This feature is used in conju nction wi th the directory names recorded in Fun ction 62 and is not ac-

tive until a direct ory name is recorded for the extension.

If the stat i on user has his/he r m ai l box set to answe r wi t h personal gre et i ng 3 and a caller presses 3

to page that u ser, this feature automaticall y pages the stati on user in the page zones entered in
Function 31. If no page zone is e nt ered, all IVX Di gital Feature Phones on the system are paged.

Default: D isabled.

Note: When AutoPage is enabled, the IVX E-Class system will use the last installed idle digital port to

perform the page. Ther efore, if a phone is on the last instal led port , the phone’s user may experi­ence a brief delay in telephone operat ion if he/she picks up the handset ( or presses SPEAKER)
during th e AutoPage.

11. External forwarding — Allows the stat i on user to use the call forwarding/off -premises and off -
premises “reach-me” feat ures. See the User’s Guide for more information ab out these features.

Default: Disabled.

Note: After t he system dials the external f orwarding number, it will play a prom pt saying, “Y ou are receiv-

ing a forwarded call. Pr ess a ny ke y t o acce pt .” This prompt will play continuously for 30 seconds. If

the forw ar ded call is answered and the cal l ed p ers on di al s a digi t, th e for war de d call wil l be co n­nected to that person. If no digit is dialed, the caller is automat icall y forwarded to v oice mail. While
the two lines ( trunks) are c onnected, the system constant ly monitors th e line for open loop condi­tions (hang-up). If an open l oop is detected on either lin e, the cal l is disconnected. The system also
monitors for voice activity on the c onnected lines; if voice is no longer detected, the call is discon­nected. Final ly, if both li nes are connected for more than 60 minutes1, the call will be disconnected.

12. Forwarding to toll numbers — T hi s feature is used in conjunction with external forwarding (see
previous it em ). When enabled, this feature let s t he user program a l ong-distan ce number for ext er­nal forwardi ng.
Default: D isabled.

(Continued)

1

Default timer setting. To adjust this, contact ESI Technical Support.

C.2

IVX E-Class Admini strator’s Manual Function 3: Extension programming

13. Trunk-to-trunk transfer — When enabled, this lets the station user initiate a trunk-to-trunk transfer.

The user, whil e connected to a CO li ne, can press TRANSFER, dial an off-site num ber and then
complete the trunk-to-tr unk transfer by s im pl y hanging up. B o t h outside parties are then connecte d.
A station user also can set up a conf erence call and then drop out of the conf erence, leaving the
other members conf erenced.

This feature must be enabled f or external call forwarding to succeed.

Default: Enabled.

Important: USE OF FEATURES, SUCH AS TRUNK-T O-TRU NK TRA NS FER, THAT REQUIRE

TRUNK-TO -TRUNK CONNECTIONS WILL INCREASE THE RISK O F TOLL FRAU D. IN
NO EVENT SH ALL ESI (E STECH SYSTEM S, INC.) BE LIABLE FOR ANY DI RECT, INDI­RECT , INCIDENTAL OR CONSEQUENTIAL DAMAGES WHA TSOEVER INCLUDING, BUT
NOT LIMIT ED TO, FRAUDULENT TOLL CHARGES, LOSS OF BUSINESS PROFITS,
BUSINESS INTERRUPTI ONS OR ANY OTHER COSTS OR DAMAGES RELATED
THERETO ARISING FROM THE USE OF THESE FEATURES.

14. Unified messaging — Allows or denies VIP ac cess. (For more information about VIP, consult your

ESI Reseller.)

Example:

Here is a porti on of a completed Programming Work sheet for extension featu re aut hori­zation. Note that:

• Extension 100 cannot record cal l s but can make toll calls (except those listed in t he
deny table) and can access the system speed dial numbers.

• In comparison, Extension 102 cannot m ake general toll calls but also c an call any
system speed dia l num ber, even if it’ s a to ll call.

• (Extension 112 doesn’t have DND, AA block, re cord or service observing capability
because it’s an analog port. )

1.

2.

Ext.

Name

100 Jane Y Y N N N Y Y N N N N N
102 Sally Y Y N Y N N Y Y N N N N

Bill Y

112*

3.
Call
wait

4.

5.

6.

7.

DND

AA

block

N Y Y N N N N

Rec.

Svc.

obsv.

8.

Toll

allow

9.

Sys.

spd. dial

10.

Auto-

Page

11.

Ext.

fwdg.

12.

Fwdg.

to toll

nos.

13.

Trk-to-

trk xfer

14.

Unified

msg.

Function 37: RFID programming

This function relates to IVX Presence Management only, and co vers several steps needed to:

• Program RFID tags.

• Access scheduling.

• View tag num bers.

• Set IVX Presen ce Management parameters.
For more inf orm at i on, see the IV X Presence Management Administrator’s Manual (ESI # 0450-0795).

* An example of an analog phone.

C.3

Function 3: Extension programming IVX E-Class Administrator’s M anual

(This page included for pagination purposes only.)

C.4

IVX E-Class Admini strator’s Manual Function 5: Voice mail progr ammi ng











Function 5: Voice mail programming

T o simplify initial installation, all programmed extensions will automatically have the generic personal
greeting, “You have reached the mailbox for extension [xxx].” The m a il box user should replace this with
a personaliz ed greeting. Each guest/info, g roup, cascade paging or Q & A mailbox must have a greeting
recorded for t he IVX E-Class system to consi der t he mailbox a ct ive.

Important: A mailbox will not receive broadcast messages until a greeting has been recorded for it. Addi-

tional ly: if the default greeting is deleted, the mailbox will be considered in active.

Function 53: Guest/info mailboxes

Mailboxes numb ered 300–489 can be programmed as either a guest or info m ai l box. Enter th e m ai l box
number and select Guest or Info by pressing a scroll (

Guest mailboxes

Guest mailboxes are designed to be used by personnel, such as in out side sales or manufacturing,
who do not have an extension assigned to them. A guest mailbox requi res no programming ot her than
the assigning of a name.

or ) key .

Note: A guest mailbox c an be han dl ed li ke a re gu lar ext en si on (i.e., liste d in the di rector y, assigned a statio n

key , etc.), and is password-prote cted by default.

If a programm abl e f eature key is p rogrammed as a virtual mailbox key wi t h a guest mailbox number, the
key’s LED will blink, to indicate that new messages exist.

To retrieve messages from a stat i on, press VOICEMAIL
the mailbox number. To record a gr eeting, press PROGRAM

1

and then either press the DSS key o r ent er

and the mailbox number; then pre ss #
to confirm, and follow the prom pt s; the default pa ssw ord is the mailbox number. T o retrieve messages
from the outsi de, press

and the mailbox number during the Main Greeting.

Default: 3 00–489 as Guest.

Info mailboxes

Info mailboxes can be used to give call ers information on a variety of di fferent subj ects by “publi shi ng”
these mailbox numbers. I nf o Mailboxes are identical to Guest Mailboxes except that the ca ller will not
be given a record tone after the per son al greeting (the inf ormat ion to be played). Instead, the caller will
be forwarded as programmed in this function (default is the caller will be disconnected after the informa­tion is played). The maximum length of the record time is 14 minutes. Guest/info mailboxes are created or
del ete d h e re, but are t u rne d “ on ” on l y whe n a pe rs o nal gre e ti ng (t he inf ormati on to be played) has been
recorded. Deleting the personal greeti ngs will turn “off” the mai l box.

To record a greeting, pre ss PROGRAM
the prompts; t he default passwo rd is the mailbox number.

Below is an example of a completed Programming Worksheet, showing the sequence of programming:

1. 2. 3. 4. 5.

MB Name Type CF day CF night
400 Dana Guest
402 Literature Info MB 302 MB 302

and the mailbox number; then pre ss # to confirm, and f ol l ow

1

Otherwise, the key is a DSS key that allows for single-key transfer of a call with no message indication.

D.1

Function 5: Voice mail progr ammi ng IVX E-Class Administrator’s Manual



Each programmi ng st ep is defined as f ol l ows:

1. Mailbox number — Enter a mailbox number, 300–489.

2. Name — The mailbox name is used f or the display, reports, and a s a programming aid. The name

length can be no l onger than 10 characters (see “Entering alphan um eric characte rs,” page A.4).

Default: T he M ail box number.

3. Type — Select a mailbox type: Guest or Info.
Default: Guest.

4. and 5. Call forward (info mailbox onl y ) — An info mailbox can be set to call forward after the per-

sonal greeti ng has played to an e xt ension, department , a mailbox or a b ranch ID for day mode and
different l y f or night mode.

Default: ID9999 (automatic disconnect).

Function 54: Group mailboxes and the broadcast mailbox

Broadcast mailbox

Mailbox 500, t he broadc ast mailbox, i s a special group mailbox which can be used to leave mess ages
for all of the system’s stat i on users (extens i ons 100–183) who have recorded a personal greeting. The
broadcast mailbox’s user list cannot be edited. Guest mailboxes are not included in the broadcast group.

Group mailboxes

You can assign up to 16 group mailb oxes (501–516) to the IVX E-Class syst em ; each group mailb ox
can have up to 32 mem bers. Anyone who kno ws the password can l eave messages fo r all users listed
as members of that group and who have recorded a personal greeting. T he Installer, A dm i ni st rator or
group mailbo x “owner(s)” may set or change the li st of Group Mailbox mem bers. To record a greeting,
press PROGRAM
default pass word is the mailbox number.

and the mailbox number; then pre ss # to confirm, and fol low the prompts. The

Important: A group m ailbox is turned “on” (able to recor d and playback messages) only when its “owner”

has re corded a greeting for it , such as “Thi s is the group mai lbox for East Coast Regional Sales.”
Similar ly, deleting the group mailbox greeting wil l turn “off” the group mailbox; any outstanding
messages will remain in its members’ mailboxes until erased by each member.

Notes: If 0 (zero) is pr ogrammed as the password, anyone can leave group messages or program the

Group Mailbox.
If a user saves a group message, it will be saved as a new message.

1. 2.

MB Group member mailboxes’ numbers

501 102 104 106 107 122 303 314

Here is the programming sequence:

1. Enter the group mailbox number — Range: 501–516.

2. Enter group member mailboxes’ numbers — Separate each by #; enter # # to end the li st .

Range: User mailboxes (100–183) and gu est m ai lboxes (300–489).

D.2

IVX E-Class Admini strator’s Manual Function 5: Voice mail progr ammi ng



Function 55: Message notification

On a mailbox-b y-mailbox basis for user or guest m ai l boxes, the system can be programmed t o call an
off-premi ses number or anothe r extension to de l i ver messages an d/or dial to an e xt ernal commercial
paging network to activate a user's pager. The IV X E-Class system will call and/or page when the fir st
new message has been l ef t in a mailbox and will repeat (at the interval of minute s programmed in this
function) unt i l t he new message(s) have been deleted, saved or moved.

The user can program the numbers and delay and can al so s el ect to have only messages marked as
urgent delivered.

The Install er and Administrator can set, on an individual-station basi s:

• The number to be ca l l ed

• A delay period

• The number of at tempts (maximum of 99)

• The interval b etween attempts

• A “quiet period" to suspend phone delivery — e.g., l ate at night (the quiet period is an on-and-off time

that applie s t o al l days of the week)

Function 551: Station delivery options

Programming of the station opt i ons, as shown bel ow, can be perform ed by the Installer or Adm i ni s­trator . In addition, the user can change his phone number and page r number (but not phone or
pager delay ti m e). The phone number ’ s maximum length i s 24 digits.

1. 2. 3. 4. 5. 6.
Number Delay Attempts Interval Quiet on Quiet off

1. Phone [phone] 10:30PM 7:15AM

2. Pag er 9725551234 0 10 30

To program, enter the extensi on num ber to program and select phone or pager to program.
Then, enter:

1. Phone/pager number — The number to be dial ed (without the CO line Group [9, 8 or 71–76).

2. Delay — How many minute s t he system is to wait before dialing the phone or page r num ber.

This allows t he user to pick up a mes sag e i f he is in the office.

Range: 0–500. Default: 0.

3. Attempts — How many times that the system will call/page.

Range: 0–99. (0 turn s off delivery.) Default: 3.

4. Interval — How many minutes should elap se between attempts.

Range: 10–1440. Default: 30.

5. Quiet period on — When the quiet period should begin.

Default: (No ne.)

6. Quiet period off — When the quiet period should end.

Default: (No ne.)

Use the  scroll key to enter special characte rs; use the

scroll key to backspace. Press # to con-

firm the ins e rt ed character a nd continue. P res s # # to complete the entry.

D.3

Function 5: Voice mail progr ammi ng IVX E-Class Administrator’s Manual





Function 552: Delivery/paging param eter s

The sequence of programming is as fol lows:

1. CO line access — Enter the CO li ne group (9, 8, or 71–76) that is to be accessed for delivery.

Default: 9.

2. Maximum lines — Enter the maximum number of lines (in t he selected CO line group) that the

system can acce ss sim ul taneously . Make enough lines avail abl e to accommodate high notifica­tion traf fic (but be careful: if you make avai l able all line s in the selected l ine group and high
notification traffic oc curs, the system could tie up all l i nes).

Range: 1–19. Default: 1.

3. Pager dialing pause — When paging, the IVX E-Class system will send the mailbox number to

be shown i n the pager’s display. To allow time for t he paging service t o answer, enter t he
pause, in secon ds, t o occur between when the IVX E-Class syst em dials the pager number and
when it then dials the mailbox number.

Range: 0–20. Default: 6.

Function 56: Cascade paging mailboxes

In addition to individual m ai l box paging, the IV X E-Class system can support up to 10 cascade paging
mailboxes (520–529). These ca n be assigned to any one who requires e s cal at ing levels of pagi ng be­yond the single l evel available in all user mai l boxes. In this function, you program the paging numbe rs
and number of times each i s to be paged before the ne xt paging number is added; additionally, the mail­box owner can program thes e set t ings. To record a greeting, press PROGRAM
number; then press # to confi rm, and f ollow the prompts. The default password is the m ailbox number .

and the mailbox

Cascade mailbox options

The user can program up to three paging numbers, of up to 24 digits each, to be paged whenever the
mailbox takes a new or urgent message. The system will page the first paging number (for the number of
times liste d), then add the sec ond paging number (for the number of ti mes listed), t hen add the th ird
paging number and will continue to page all three pagers until the message has been retrieved.

1. 2. 3. 4. 5. 6.

MB 1st Number Attempts 2nd Number Attempts 3rd Number

520 9725553232 2 9725554254 3 9725555452

To program this, enter:

1. The mailbox number — Range: 520–529. [Then press 1 to enter number p rogramming, and pro-
ceed to Step 2.]

2. First pager number — The number to be dial ed (without the CO lin e Group [9, 8 or 71–76]).

3. Attempts — How many times the system will p age (up to 20) before adding the second
pager number. Range: 0–99. (0 turns off delivery.)

4. Second pager number — The number to be dialed (without the CO line Group [9, 8 or 71–76]).

5. Attempts — How many times the system will page (up to 20) before adding the third
pager number. Range: 0–99. (0 turns off delivery.)

6. Third pager number — The number to be dialed (without the CO line Group [9, 8 or 71–76]).

Use the  scroll key to enter special characte rs; use the
the inserted character and continue. Press # # to complete the entry.

scroll key to backspace. Press # to confirm

D.4

IVX E-Class Admini strator’s Manual Function 5: Voice mail progr ammi ng

Cascade paging parameters

The cascade paging mail boxes will use the same CO line group and pager dialing pause as pro­grammed in Funct i on 552 (see page D.4).

Paging interval

To program the paging interval parameter for a cascade paging mailbox:

1. Enter the mailbox numbe r (520–529).

2. Press 2 to set parameters for the mailbox.

3. Enter the number of minut es for the interval between attempts.

Range: 10–1440. Default: 0.

Note: Once you change this s etting from 0, you cannot reset it to 0.

Function 57: Q & A mailboxes

You can create up t o 10 ques tion and answer (Q & A) mailboxes (490–499). Each Q & A mailbox
owner can re cord up to 10 questi ons. The question s are recorded in the same manner as recording
users’ multiple personal g reet ings (see User’s Guide). The individual an swe r segments recorded by the
caller are stored as a single message, with the answer segments separated by short beep tones. Each
answer segment's maximum length will be as programmed by the Installer. Normal message handling
capability — delete, save, etc. — applies to the entire message (all segments).

The caller, when recording each answer, can be instructed to conclude by pres sing 1 or to pause for the
next questio n (the system advances when it detects either a 3-second period of silence or the p ressing
of 1) — e.g., "Record your nam e at the tone and press 1 when finished ”… “Record your add ress at the
tone and press 1 when finished." If the calle r fails to respond to two questions in a row, t he system
disconnect s t he call.

Important: This pr ogrammi ng creates or deletes Q & A mailboxes, but these mailboxes are turned “ on”

only when the mailbox owner has recorded questions. Similarly, deleting all questions turns “off”

the mailbox.

To record questio ns, press PROGRAM  and the mailbox number; then press # t o confirm, and fol low
the prompts. The default password is the m ailbox number . Here is an example of a completed program­ming worksheet (numbers correspond to steps below):

1. 2. 3. 4.

MB Name CF day CF night

490 Employm ent MB 490 MB 490
491 Survey MB 4 91 M B 491

Each programmi ng st ep is defined as f ol l ows:

1. Mailbox number — Enter a mailbox number 490 to 499.

2. Name — The mailbox name is used f or the display, reports, and a s a programming aid. The name

length can be no l onger than 10 characters (see “Entering alphan um eric characte rs,” page A.4).

Default: T he m ail box number.

3. & 4. Call forward — A Q & A mailbox can be set to call forward, af ter the last question has been

answered, t o an extension, department, a mailb ox or a branch ID for day mode and differently for
night mode.

Default: ID9999 (automatic disconnect).

Tip: If you n eed a Q & A mailbox with more than 10 questions, set the cal l-forw arding to anot her

Q & A mailbox.

D.5

Function 5: Voice mail progr ammi ng IVX E-Class Administrator’s Manual

(This page included for pagination purposes only.)

D.6

IVX E-Class Admini strator’s Manual Function 6: Recording



Function 6: Recording

Function 61: Re-record system and auto attendant branch prompts

The IV X E-Class system plays the system prompts to an out si de caller at di fferent points in the call
routing or mailbox functions. These system prom pts have been pre-recorded at the factory but you may
re-record t hem, if preferred — e.g., in a dif f erent voice or with different i nstruction s.

The auto attendant branch prompts (such as the main greeting or sub-menus) are also recor ded here
— enter the bran ch I D number as the prompt num ber.

For both system prom pts and branch p rompts, the maxi m um record length is five minutes per prompt.

Recordi ng a prompt

1. Practice the prompt by recording and re -recording (st art and stop by pressing 1).

2. When satisfied with it s quality, press # to confirm.

Note: Deletin g a syst em pr om pt by pr e ssi n g HOLD (inste ad of #) restores t o the default recording.

System prompts

• Busy Prompt: 530 — Pl ays to the outside caller if an extension is busy.

Default: "That extension is busy.”

• No Answer Prom p t: 531 — P l ays to t he caller if a n ext ension does not an swer.

Default: "That extension does not answer.”

• Hold Prompt: 532 — Plays to the caller who makes a menu selection or enters an extension number.

Default: "One moment, please.”

• Q/Z Prompt: 534 — Pl ay s to a c al l er wh o ha s se l ect ed an al ph a bet i c di re c to ry ; i nst r u ct s th e ca ll e r to

press 1 fo r the letters Q or Z since these two letters do n ot appear on the phone ke ypad; plays at the
end of the fir st di rectory prompt (but only if a name i n t he directory starts with a Q or Z).
Default: "For the letters Q or Z, use key number 1. ”

• No Names Matched Prompt: 535 — Played to the caller if, in a directory branch, the first letter

he/she selected does not have an y names associated with it, or if he/she has liste ned t o al l of the
names played and h a s not m ade a selection. After playing the prompt, the IVX E-Class sy stem for­wards the call t o the extension, branch or mailbox as programm ed i n call forwa rd no response.
Default: "No names matched; one moment please.”

• End of Message Prompt: 537 — Plays afte r a caller leaving a m essage presses 1 to stop recording;

the prompt then t ells the call er his/her options.

Default: “To continue t hi s recording, p res s 1; to return to t he m ai n m enu, press 8; or, if finished,
press

• ACD Queue Promp t: 538 — The first pr om pt played to a caller when all extensions are busy in an

ACD departm ent .

Default: “A ll agents are currently assisting other c ustomers. Please hold; your call will be answered
in the order received.”

• ACD Hold Prompt: 539 — Is periodically played to callers on hol d i n an ACD department when all

extensions are busy.

Default: “All agents are still busy assisting other cu stomers. Please hold; your call will be answered
in the order received.”

(Continued)

and hang up.”

E.1

Function 6: Recording IVX E-Class Admini strator’s Manual

• Holiday Main Greeting Prompt: 540 — Plays to callers when the system has been manually placed

in holiday mode.

Default: "Thank you for calling. Our office is closed in observance of the holiday. You may dial your
party’s extension, at any ti me , or please call back during regular business ho urs.”

Note: While in holiday mode, IVX E-Cl ass follows ni ght mode programming for call ro uting. The day/ni ght

mode set ting and holiday greeting can be activated remotel y (see “Remote settin g of day, night and
holiday modes," page A.5).

Function 62: Record directory names

This function is accessible only if a direct ory branch has been created as part of auto attendant pro­gramming. Ent er the extensio n num ber and record t he name. If thi s is a by-alpha branch, the system
will automatically s et t he name k ey using the name assig ned in Functions 31, 33, o r 53; if necessary ,
enter a diff erent name key.

Important: Make photoco pies of the bla nk wor k sh eet f or prep ar i ng dir e ct ories and mak in g fut ur e ch a nges.

As names change, you can enter this function and cha nge any field.

1.

Ext.

102 George Strait e 4 3 6
113 Janet Smith 5 2 6

2.
Recorded na me

3.

Key

Each programmi ng st ep is defined as f ol l ows:

1. Extension number — Enter t he exte nsion number for the directo ry name.

2. Record name — Press 1 to begin recording and press 1 again when finished.

3. Name key

1

— (Necessary if the directory type is by-alpha [for more information, contact the Installer.)
Enter the numeric equivalent to the letters appearing on a phone keypad (for Q or Z, use 1). Up to
thr ee n um ber s ma y be en te r ed.

A by-alpha directory branch allows the caller to be connected to a system user by selecting his/her name
from a directory. The by-alpha directory has two prompts: the first instructs the caller to enter the first three
letters of the individual’s first or last name; the second instructs the caller to press # when he/she hears the
desired individual’s name. The system then plays the matched names to the caller, in alphabetical order.

With the name key s et to three digits, when a call er selects a dire ct ory branch and dials only one or two
digits to select a name, the system will wait three second s f or t he entry of another digit. If the sy st em
receives no other digit within that time, the auto attendant will begin to play, in alphabet ical order, the
subset of direct ory names bounded by the digits dia l ed.

Examples: Caller dials 5 and waits three secon ds. The sy st em pla ys na me s begi n nin g wit h J, K, and L.
Caller dials 3 2 and waits three seconds. The system plays names beginning with DA through FC.
Caller dials 7 7 2. Th e sy ste m pl ays nam e s begi n ni ng with PPA through SSC.

If a user dials more than t hree digits, t he system ignores the additional digits (except for the # key,
which signals the directory to connect the caller to the ex tension or depart m ent associated with the
directory entry that’s playing).

Note: To re-record the prompt that says, “Enter the first three letters of the person’s last name,” you must en-

ter Function 61 and th en enter the ID number of the directory branch.

1

Name key allows three digits only in Generation II; in earlier E-Class model, name key allows one digit.

E.2

IVX E-Class Admini strator’s Manual Function 6: Recording

Function 63: Message-on-hold (MOH) programming

MOH can be:

• A live feed f rom an external music so urce connected to the MOH connector located on the side of

the cabinet.

• One of three def aul t , generic MOH s pre-recorded b y t he factory.

• One of up to five custom MOHs loaded into the system by using a cassette recorder connected to the

MOH connector.

Note: If ACD i s used, we recommend that you use Prompt 590, Prompt 591 or a custom prompt without peri-

odic “voice- overs,” since the ACD Hol d Prompt also will be played while a caller is on hold.

Function 631: MOH source

This selects the sourc e f or the system (or only tenant 1, if tenant service is enabled) that will be
played to call ers on hold.

Code Source

590 Live external source*
591 Pre-recorded music
592 Pre-recorded with “please co nti nu e to hol d”
593 Pre-recorded with “dial 0 or exte nsi o n from ho ld”

594–598 Customer-recorded message on hold

* Dialing off-hold doesn’t work (can still dial off greetings and announcements).

Default: 5 92 (generic mes sage-on-hold).

Note: MOH source isn’t sele ctable f or tenant 2. If tenant service is enabled, source 596 is the only avai l-

able customer-recorded source for CO calls placed in hold by stations assigned to tenant 2.
However, if source 59 6 hasn’t been re corded, t he default, generic MOH source (592) will be
played, inst ead.

Function 632: MOH recording

1. Connect the message/ m usic source to the MOH port on the side of the cabinet.

Note: The connector is monophonic-only — if you use a stereo source, you must either set it to output

mono, if possible, or use a stereo-to-mono conversion cable (or adapter).

2. Enter the prompt number to be recorded.

3. Press 1 to begin recording. To aid you in queuing, the source will b e played through the

phone’s speaker.

Note: The recorded material should not have a “beginning” or “end” — so that playback can loop con-

tinuously. The maximum record length is controlled by the amount of space available on the
Memory Module.

4. Press 1 when f inished. The recording will pla y back so you can review it.

5. Press # to accept the recor di ng. (To del et e i t, press HOLD.)

E.3

Function 6: Recording IVX E-Class Admini strator’s Manual

Function 633: MOH volume

If a custom MOH is recorded, the output volume can be adjusted in this function.

Range: 1 (faint)–12 (loudest ).
Default: 6.

Notes: If an external audio source such as a radio is us ed for MOH, adjust the volume at

the sour ce.
To turn live MOH volume completely off, turn off volume at the source.
To turn recorded MOH volum e completely off, sel ect (in Function 631, above) one of the prompts
in the rang e of 594 –5 98, b ut mak e sure it ’ s bla n k. The se prompts ar e bl an k by def aul t; if y ou hav e
recorded some audio on all of them, just select one and record a few s econds of silence.

E.4

IVX E-Class Admini strator’s Manual Function 7: Reports

Function 7: Reports

Important: You may wish to r ead “SMDR” (pp. G. 1–G.2) before u sing this function.

Report printing

The system’s bui lt-in reports can be output t o a printer or a P C via t he Maintenance/SMDR port.
When printing captured reports from the PC to a l aser printer, use a fixed monop roportional font (such

as Andale Mono, Courier New or Let ter Gothic), 9 points or smal ler.
From either t he Installer or Administrator programming menu, select t he desired report as shown in

Functions 71, 7 4 and 75 (below). The reports can be printed with ei ther: (1) the data saved fo r i nclusion
in future reports, or (2 ) t he data and totals cleared. (You can’t clear data i n ei ther the syst em program
report or the system speed-di al report.)

Note: Outbo und calls shorter than one minute are not counted in system totals.

Reporting functions

• Function 73: ACD departmen t d etail repo rt — (See below.)

• Function 74: Voice mail statistics report — Provides statistics indi cat i ng t he message acti vit y in

each mailbox since the data wa s last cleared.

• Function 75: System speed-dial list — Lists the cur rent system speed- dial numbers. Dist ri bute a

copy to those who are authorize d t o use t hem.

Function 73: ACD department detail report

The ACD departm ent detail rep ort provides ext ension usage by ACD department. This report includes
the following “fixed” i nformation:

• All ACD departm ents will be included.

• The current report’ s start date and time will be t he previous report’s end date and time.

• The current report’ s end date and time will be the c urrent date and time.
Function 73 offers two choices:

1. Current report (“Press 1 to print the current ACD report”) — Outputs the current ACD depart m ent

report. All informati on i s automaticall y copied to the p rev ious report (see next choice) and cleared
from the current report.

2. Previous report (“Press 2 to repeat the p revious ACD report”) — Re-send s t he last report p ri nted.

Note: After the current report is requested, it will be stored indefinitely (as the “previous” report) until the next

“current” report is selected.

F.1

Function 7: Reports IVX E-Class Admini strator’s Manual

Sample Functi on 73 r e por t

Function 73 report descr iption

The ACD departm ent detail report is divided into four major sections: the report header, the incoming
ACD call statistics, the PBX call statistics, and the report footer .

Report header

The report head er includes the report name (“ACD Report by Department, Current” or “ACD Report
by Department, Previous”), ACD department nam e and number, report st art date and ti m e, and ending
date and time:

• Start — Beginning date and t i me of the reporting peri od. This will match the ending date and time of
the previou s r eport.

• End — Ending date and time of t he reporting peri od.

(Continued)

F.2

IVX E-Class Admini strator’s Manual Function 7: Reports

Incoming ACD call statistics

The incom ing ACD call stati s ti cs secti o n shows ACD calls of fered to each ACD agent position.
These are calls that are transf erred to, or r i ng into, the department number a nd t hen are distributed to
the agent posit ions (extensi ons).

Column name Description

Ext ACD extensi on

Name Extensi on nam e

Answer

Duration Total time connected to ACD calls

Recovered1 Number of ACD calls unan swered at that extensio n and returned to the ACD queue.

Number of ACD incoming calls answered at that e xtensio n (includes Esi- Link calls to
the ACD departme nt)

PBX call statistics

The PBX call statistics se cti on shows non-ACD calls for each ext ension — i.e., all calls that weren’t
delivered di rectly through t he ACD department num ber.

Column name Description

Answer Number

Duration Total time connected to incoming PBX calls

Out Number of P BX call s or iginated at that ext e nsi on

Duration Total t ime connected to o utgoing PBX calls

Report footer

The report footer includes totals of the incomi ng ACD call statistics and PBX call statistics; it also
includes the average and maximum queue ti m es, as well as total abandoned cal l s a nd rerouted calls,
for each ACD department:

• Average CO queue ti me — The average lengt h of time callers were holding (‘ queued”) for an avail-
able agent over the reporting period.

• Max CO queue time — The maximum length of tim e one or m ore callers had been queued for an
available agent over the rep orting period.

• Abandoned calls — Total ACD calls that di sconnected (hanged up) while held in queue or list ening
to the A CD queue or hold prompt (an nouncement).

• Rerouted calls — Total ACD calls that followed the ACD departm ent call forwarding assigne d i n
Function 33 after expiration of the ACD exit timer (assigned in Funct i on 154).

1

Each time a call is recovered, that ACD extension will be automatically logged-out of the ACD department. For more information,

see the User’s Guide.

F.3

Function 7: Reports IVX E-Class Admini strator’s Manual

Notes:

1. A CO call transferred to an ACD department or ACD extension will be counted as a new call each time
it’s su cc essfull y tra nsf er r ed.

2. An ACD cal l transferre d to the same, or another, ACD depar tment wi ll be co unted as a new ACD call
for that department.

3. An ACD cal l transferre d to an ACD extension will be counte d as a PBX incoming call f or that e xtension.

4. A PBX cal l (outgoing or incoming) transferred to an ACD department will be counted as an ACD call.

5. A call retrieved from hold will be counted as an incoming PBX call.

6. PBX cal ls that forward to voice mail or other f orwardi ng destinations are not included in t he ACD de­partment repor t.

7. An incom ing ACD call that disconnects (hangs up) while ringin g at an ACD extension won’t be count ed
as an aband oned c al l.

F.4

IVX E-Class Admini strator’s Manual Feature descri pti on: SMDR

Feature description:

SMDR

SMDR (statio n message detail rep o rting) call records are out put in real ti m e via an ESI phone

tem’s Maintenance/SMDR serial port . Connect a standard serial printer or cal l accounting sy st em t o the
serial port. SMDR data will be stored temporarily if a laptop is connected for programming (five minutes
after you exit programming mode, the buffered SMDR will resume output to the serial port ).

The output from t he serial port i s: 8 data bits, 1 st op bi t , and no parity, 1200 baud.
SMDR may be output in o ne of t wo formats, selected in system programmin g: tabular or CSV. The tabu-

lar format is the default.

Tabular SMDR format

The tabular I V X SMDR output format, which is compat i ble with the st andard Panasonic® DBS® format,
is as shown below:

1 2 3 4 5 6 7
123456789012345678901234567890123456789012345678901234567890123456789012345678
T MM/DD HH:MM:SS HH:MM:SS NNN XXXXXXXXXXXXXXXXXXXXXXXXXXXX LL

The columns are:

• Call type — Outbound (“O”), i nbound (“I”) or transferred (“T”) at column 1.

• Date (“MM/DD ”) — B egi ns at column 3.

• Start time (“HH:MM:SS”) — Begi ns at column 9.

• Duration ( “H H: M M :SS”) — Begins at colum n 18.

• Extension number (“NNN”) — Begin s at column 27.

• Digits dialed (right-justified)/Caller ID (left-justif ied) — Begins at column 31 (28 characters).

• CO line number (“LL”) — Begins at column 77.
Each record is terminated wi th a line feed a nd carriage return characte r.

CSV SMDR f ormat

The comma-separated value (CSV ) format is compatible with Microsoft® Excel® and other spreadsheet
applications. A CSV record wi ll be output for each compl eted call, and wi ll be represented a s f ol l ows
(word-wrapped):

Format:

"T","MMDDYYYY","HHMMSS","HHMMSS","NNN","XXXXXXXXXX. . .XXX","CCCCCCCCCC. . .CCC","LL"

Example A:

"I","07042002","000852","000059","101","2144229700","ESTECH SYS INC. ","54"

Example B:

"O","10312003","221502","020512","190","12125551212","","11"

(Continued)

G.1

SMDR IVX E-Class Admini strator’s Manual

The fields are:

• Call type (“T”) — Outbound (“O”), inbound (“I”) or transferred (“T ”).

• Start date (“MMDDYYYY”) — Six characters, zero-filled.

• Start time (“HHMMSS”) — Six characters, zero-filled; 2 4 hour clock.

• Duration ( “HHMMSS”) — Six characte rs, zero-filled.

• Extension number (“NNN”) — Three c haracters, space-filled, right-justified.

• Digits dialed/Caller ID (“XXXXXXXX . . . XXX”) — Up to 28 characters, null-filled.

• Caller ID name (“CCCCCCCCC . . . CCC”) — Up to 24 characters, nul l-filled.

• Line number (“LL”) — Two characters, null-filled, right-justified.
Each field is delimite d wit h double quote marks and sep arated with a single comma. Null fields a re still

included as place holders (s ee Example B, p. G.1). E ach record is t erm i nated with a li ne feed and car­riage return charact er .

Reporting conventions and rules

• Inbound and outbound call records are generated only for calls between a station and a CO line.

• The duration of each call record represent s t he period of tim e that that station controlled its portion of
a call. A record is generated each time a station does any of the following:

– Disconnects.
– Places a call on hold.
– Transf ers a c al l .

A single CO call coul d be i ncluded in multi ple record s if it is transferred from station to station.

• Periods when calls are place d on hold or attempts at supervised transfers are unsuccessful are in­cluded in the st ation's record.

• Periods whe n calls are on hold, i n the auto attendant, leaving/retrievi ng voice mail o r in an ACD
queue are not i ncluded in call records.

• A new record begins when a station answers a call o r a hol d recall.

• Records will be generat ed independently f or all stations in a confe rence. If more than one CO l i ne is
involved in a conference, each call record generated by that conference will be associated with only
the last lin e disconnected.

• Dialed digit s don’t include the line group o r location number.

• Outbound call s begin a call reco rd 10 seconds after the call has cleared toll restriction.

Serial port interface

SMDR records can be colle cted by a call accounting s ystem or PC connect ed to the ESI system’s
Maintenance/SMDR serial port. Cont act your ESI Reseller for additi onal information about call account­ing systems.

G.2

Index

ACD

ACD department detail r eport, F.1
Alphanumeric characters, entering, A.4
Auto atte nda nt bl ock, C. 1
Call waiting, C.1
Caller ID, A.1
Day/ni ght/holi day m ode s, A. 5

Remote setting, A.5
Do not disturb (DND), C.1
Esi-Dex, B.3

System spe ed di al , C. 1

System spe ed-dial li st, F . 1
Extension program mi n g, C. 1–C. 4
Functions

Function 1 — Sy stem parameters, B.1–B.3

Function 3 — Extension programming, C. 1–C.4,

C.1–C.4
Function 5 — V oice mail programming, D.1–D.5
Function 6 — Re cording, E.1–E.4
Function 7 — Reports, F.1–F.4, F. 1–F.4

Holiday mode

Remote setting, A.5
Re-rec ording greet i ng, E. 2

IVX Presence Management, C.3
Mailboxes

Cascad e pagi n g, D. 4–D. 5
Group, D.2
Guest/i nf o, D. 1 –D. 2
Q & A, D.5

MOH, E.2–E.4
Overla ys, A.2
Passwor d, Admini str ator , B.1
Programming

Acces sing user statio n programming, B.1

Keys, A.4
System, A. 3

System fixed numberin g plan, A.5
Prompts, re-recording, E.1–E.2
Recording, C.1, E.1–E.4

MOH programming, E.2–E. 4

Recor ding dir ectory names, E.2

Re-rec or di ng s yst em pr om pts, E.1 –E. 2
Reports, F.1–F.4, F.1–F.4, G.1

ACD department detail r eport, F.1

SMDR, G.1

System spe ed-dial li st, F . 1

Voice m ail pro gramming report, F.1

Voi ce mail statistics report, F .1
Serial ports, G.1
Service obser ving, C.1
SMDR

SMDR repor t, G.1
Speed-dialing. See Esi-Dex
System mo de s. See Day/night/holiday modes
System prompts, re-recordin g, E.1–E.2
T enant service, E.3
Time/date, setting, B.1
T oll restriction, C.1
Unifi ed messaging, A.2, C.3
VIP, A.2, C.3
Voice mail programming, D.1–D.5

Cascad e paging mailboxes, D.4– D.5

Group m ailboxe s, D.2

Guest/info mailboxes, D.1–D. 2

Message notification, D.2–D.4

Q & A mailboxes, D.5
Voi ce mail statistics report, F .1

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