ESI IVX Original User Manual

A

DMINISTRATOR

MANUAL

ORIGINAL

(Inside front cover)

GENERAL D

ESCRIPTION

IVX®,anintegrated voice exchange, is an advanced small
business telephone system with built-in voice processing,
automated attendant and voice-mail capability. The sys­tem’s combined functions are controlled by a single proces­sor and by a single set of proprietary operating system soft­ware. Its combined features/functions include:

• A 16 x 34 Digital Telephone System

• 10 Ports of Voice Mail

• Full Automated Attendant

• Automatic Call Distribution (ACD)

• Message on Hold

• Caller ID

• Call Traffic and Activity Reports

BACKGROUND

Virtually all other
telephone/voice mail systems
involve connecting two or
more separate systems (usual­ly from different manufactur­ers). Call processing by these
different “boxes” must transfer
callers back and forth from
system to system, with each
performing its operation only
during the time that it is con­nected to the caller.

IVX IS DIFFERENT

IVX is a single system that performs ALL of these func­tions as one– by a single processor, storage medium and
voice processing DSP. With no boundaries between these
once separate tasks, IVX delivers the greatest possible effi­ciency and cost effectiveness.

IVX

GENERAL DESCRIPTION 1.1

SYSTEM CABINET

The compact, wall-mounted cabinet houses the processor,
memory, and station interfaces. It is powered by a small
external wall-mount transformer. The base unit is capable
of supporting up to eight CO Lines, 16 Feature Phones,
and two Analog Ports. A piggy-back expansion cabinet
for an additional 8 x 16 configuration is easily added
without increasing the system’s “footprint”.

FEATURE PHONES

The proprietary feature phones provide advanced call
handling features, an LCD Display, and built-in speaker
phone capability.

IVX ADVANCED FEATURES

TOTAL INTEGRATION

IVX provides seamless operation and call processing – no
hookflash or call progress monitoring required, resulting in
the fastest call processing available.

SIMPLIFIED SET-UP

Installing separate systems require that different program­ming techniques and data be interfaced creating potential
problem isolation issues. IVX’s combined functions
require NO interface. IVX’s programming incorporates
interactive voice and LCD display prompts that virtually
eliminate ambiguity and guesswork for the installer,
administrator or user.

VERBAL USER GUIDE

TM

The combination of voice prompts and LCD Display inter­action guides users through station and voice mail feature
programming and operation.

VERBAL HELP KEY

TM

The HELP Key provides interactive voice and LCD expla­nations of user programming requirements and all com­monly used phone features – virtually eliminating the
need to consult the printed user guide.

IVX

1.2 GENERAL DESCRIPTION

VOICEMAIL

KEY

A unique fixed key that provides for one-stroke immedi­ate interface to the user’s voice mail features. Direct
access to a voice mail box is accomplished by pressing the
VOICEMAIL Key from an idle station. Transferring an
outside caller directly to a user’s mailbox is as simple as
pressing the VOICEMAIL Key followed by the appropri­ate station key.

LIVE RECORDING

During any conversation, a user can press the REC Key
and record the conversation for later retrieval. Users can
record personal reminders simply by lifting the handset
and pressing the REC key on the phone -- and any record­ing can be further handled the same as any other regular
message.

QUICK GROUPS

TM

A user can leave a message in several user’s mailboxes
without having to create and manage the traditional
group mailboxes. Simply press the VOICEMAIL Key,
press the desired Station Keys (up to 16) to receive this
message and record the message.

LIVE CALL SCREENING (MESSAGE MONITOR)

Allows a user to handle incoming calls in the same way as
a home answering machine. If the user activates Monitor
Mode, a call presented to the station will ring at the station
(including during the personal greeting being played to
the outside caller). When the caller begins leaving a mes­sage, his or her voice is also output to the user’s speaker,
giving the user the option of intercepting the call by sim­ply lifting the handset or allowing the message to be com­pleted to the user’s mailbox.

MESSAGE-ON-HOLD (MOH)

MOH allows for traditional announcement / music to be
continuously played to callers while on hold. Three
generic messages-on-hold are permanently stored on disk
– or, up to five custom recordings can easily be down­loaded for use.

IVX

GENERAL DESCRIPTION 1.3

ON-HOLD DIALING

Because the MOH source is being generated by the sys­tem, DTMF receivers are able to continuously monitor the
line – allowing callers on hold or in ACD queue to dial
other options such as menu selections or the operator.

PERSONAL GREETING REMINDER

Users typically activate this feature to automatically play
their personal greeting the first time the phone is used
after extended absence – ensuring removal of outdated
greetings. They do have the option to keep as is, or to
change it.

REMOTE SYSTEM SOFTWARE UPDATING

System updates are accomplished via a high-speed, built­in Modem. System software or built-in voice prompts can
be factory updated via dial-up rather than by costly and
time-consuming EPROM replacement. Dealers can also
use the Modem port for remote real-time monitoring of
system activity, debug, or update of configuration data.

GUEST

EXTENSIONS

Employees that work outside of the office can be assigned
Guest Extensions making it appear as if they have a live
station in the office. Example: the normal extensions are
numbered 100 to 115. Three outside sales reps are
assigned Guest Extensions 301, 302, and 303. An outside
caller dialing 301 at the main greeting would be forward­ed directly to mailbox 301. Additionally, an inside user
can transfer a caller directly to 301's mailbox by pressing a
station key programmed for “extension” 301.

ACD C

APABILITY

Department Groups can be set up to provide sophisticated
Automatic Call Distribution (ACD) features. Calls are
presented to the longest Idle ACD agent or, if all agents
are busy, callers can be held in queue and presented as
agents become available. Possibilities include: Up to 10
agent groups with up to 16 agents in a group.

1.4 GENERAL DESCRIPTION

IVX

LCD DISPLAY

Display for users and idle agents indicates number of new
and old messages waiting in voice mail. During retrieval
of messages, the display shows the phone number (*if
Caller ID is active) associated with the message being
heard – plus a countdown display of the message dura­tion. The display shows real time activity to ACD agents
indicating how many calls are holding and the length of
the longest holding call.

CALLER ID

With Caller ID service activated with the service provider,
the name and/or number of the calling party will be dis­played on incoming calls and during call waiting.
Additionally, the Caller ID will be displayed with mes­sages to facilitate automatic callback to the calling party.
Note: Some limitation based on the service provider and
the local dialing patterns may exist.

VISUAL

PARK KEYS

These unique keys allow simplified “park & page” to
lighted park keys appearing on all stations. No need for
confusing park and retrieve codes. In addition, a dedicat­ed hold key provides for exclusive hold.

911 ALERT

This feature provides immediate line access if any station
dials 911 to report an emergency. A message will be sent
via the serial port indicating the start date, time, station
number, and end-time of the 911. Additionally, a warning
tone will sound at the operator station and the LCD dis­play will show “911 CALL FROM X102 JOHN JAMES".

GENERAL DESCRIPTION 1.5

IVX

1.6 GENERAL DESCRIPTION

STANDARD FEATURES

AUTO ATTENDANT

Auto Attendant is like having an extra staff member on
board -- or, it may allow freeing up an existing employee
for other duties. Efficient call handling is assured by up to
six menu levels, 40 audiotext branches, directory,
Day/Night/Holiday modes, and primary and secondary
answering capability.

However, selected stations (such as lobby phones, top
executives, etc.) can be blocked from receiving calls direct­ly from the Auto Attendant.

AUTOMATIC MAILBOX CREATION

From the moment an IVX system is up-and-running, mail­boxes are automatically created with generic greeting and
forwarding default values for all users -- there’s no waiting
for users to record personal greetings. However, at that
point, users are able to easily create their own custom
greetings.

CALL STATISTICS

IVX tracks call activity by Line, Extension, Department,
and System. Summary Reports that are easy to read and
interpret are easily printed by the System Administrator.

CALL

FORWARD:BUSY/NO ANSWER AND ALL CALLS

The Installer can easily control Call Forward Busy/No
Answer for each station on the system -- in both Day and
Night Mode. In addition, individual user control their
own Call Forward All Calls.

CALL PICK-UP

Pressing the dedicated PICK-UP Key and a user’s Station
Key or dialed extension number allows a user to intercept
a ringing department or station -- minimizing caller
aggravation caused by unanswered ringing.

C

ALL TRANSFER (LIVE)

Both supervised and blind transfers are accomplished by
pressing the destination Station Key-- or by pressing the
TRANS Key and the destination extension number.

IVX

CALL

WAITING

A second call (indicated by an audible tone and a display
indication) to an in-use station can be handled by the user
much the same as they do at home with call-waiting...sim­ply press the FLASH Key to toggle between calls – or
hang-up and the other call will ring. Inside personnel can
manually alert someone on his phone that a call is waiting
or someone is waiting in the lobby, etc.

CLASS OF SERVICE

Service or features programmed for individual stations
can be custom programmed from two levels -- the Installer
level, or the Administrator level. The Installer level carries
the most authority and flexibility.

LINE GROUPS

Each outbound Line can be assigned to one of three
groups (9, 8, or 7). Icons on a user’s LCD display shows
how many lines exist, whether or not each line is in use,
and which line the user has accessed.

COMMON AUDIBLE

One of the system’s Analog Ports can be designated to
provide common audible (e.g. bell, chime, etc.) ringing to
provide simplified line pick-up from any station.

CONFERENCE / ADD-ON

Up to 12 parties can be in conferences at the same time–
up to four parties in a single conference. However, the
originating extension must remain in the conference.

DAY / NIGHT OPERATION

Day/Night Main Greeting and call processing can be easi­ly programmed for automatic operation. Alternatively,
the operator can manually change between Day/Night/
Holiday/Automatic with the press of a key.

GENERAL DESCRIPTION 1.7

IVX