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.).
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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
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
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
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