ESI Phone IVX X-Class, IVX E-Class User Manual

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Page 1

ESI Feature Phone

User’s Guide

FOR IVX X-Class • IVX E-Class

0450-0366

Rev. M

For on-line help, visit www.esiusers.com.

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About ESI

ESI (Estech S ystems, Inc.) is a privately held corpo ration based in P l ano, Texas. Founded in 1987, ES I designs and bui l ds innovative telecommunications p roducts for busi nesses like yours. Because of t hei r powerful com bi nation of val ue and feature s, ESI products are consi st ently recog ni zed by industry publications and leader s.

Copyright © 2006 ESI (Estech Systems, Inc.). IVX is a registered trademark, and Esi-Dex, Quick Groups, Quick Moves, Virtual Mailbox Key, AutoPage, Quick Page and Verbal User Guide are trademarks, of ESI. Act! is a registered trademark of Symantec Corporation. Goldmine is a trademark of Goldmine Software Corporation. Microsoft, Windows, NT and Outlook are registered trademarks of Microsoft Corporation. Intel is a registered trademark of Intel Corporation. Panasonic and DBS are registered trademarks of Matsushita Electric Corporation of America. Information contained herein is subject to change without notice. ESI products are protected by various U.S. Patents, granted and pending. ESI is an ISO 9001:2000-certified company. Visit ESI on the Web at www.esi-estech.com.

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Contents

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

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

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

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

ESI Cordless Handsets ...............................................................................................................................................................................A.6

Connecting your ESI phone ........................................................................................................................................................................A.7

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Optional voice mail feature: Q & A mailboxes ........................................................................................................................................ D.15

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

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

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

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

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

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

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

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

Transferring an internal call . . . ...................................................................................................................................................................E.7

Conference calling .......................................................................................................................................................................................E.8

Call forwarding..............................................................................................................................................................................................E.9

Call waiting..................................................................................................................................................................................................E.12

Hold/exclusive hold operation ...................................................................................................................................................................E.13

Paging.........................................................................................................................................................................................................E.15

Call pickup...................................................................................................................................................................................................E.15

Optional features ........................................................................................................................................................................................E.16

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

Esi-Dex..........................................................................................................................................................................................................F.2

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

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

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

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

Outside dial tone preference .....................................................................................................................................................................F.11

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

While logged on: no DND, monitor mode, call forward, or programming................................................................................................I.4

ACD administrator key..................................................................................................................................................................................I.5

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

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

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

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

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

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

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

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

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

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

Index

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User’s Guide Introduction

Introduction

Accessing the r i ch E S I feature set is simple and easy through the straightforward design of each of t he various ESI Feature Phones. E ach f eature has been designed for ease of use while providi ng capabilities needed in an advanced business phone.

You will be able to learn man y of the features by simply using your phone; and this ESI Feat ure Phone User’s Guide will introduce you to the wi de variety of features offered by your ESI phone system and how to use your ph one effectiv el y t o achieve maxim um benef i ts.

What it covers

This User’s Guide covers the use of:

• 48-Key Featur e Phone (Digital, TAPI, IP and Remote I P )

• 24-Key Digital Feature P hone

• 12-Key Featur e P hone

• ESI Cordles s Handset (Digital, IP, and Remot e I P)

• 60-Key Expansion Console and S econd Expansion Console

...with the following ESI phone systems:

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

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

How it’s arranged

• Section A — Phone illustrations

• Section B — User help

• Section C — User p rogramming

• Section D — Voi ce mai l operation

• Section E — Phone ope ration

• Sections F through K — Special key s and f eatures

Of the systems covered in thi s User’s Gu id e, the Se cond Expansion Console works with only IVX X-Class.

A.1

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Introduction User’s Guide

l l

48-Key Feature Phone

The 48-Key Feature Phone has a vari et y of programmable and built-in features. It comes in m ul tiple versions: Digital; TAPI; IP ; and Rem ote IP. Addi t i onal ly, it supports up to two opti onal Expans i on Consoles (see next page). which are described throughout this User’s Guide. The 48-Key Feat ure Phone’s buil t-in voic e m ai l features and voice prompts ma ke it easy to prog ram and use.

PROGRAM

soft feature key

P/UP (pickup) key

(pg. C.2)

HELP key fo

access to Verba

User Guide

and tutoria

(pg. B.1)

Speaker

(pg. E.15)

All version s of the 48-Key Feature Phone offer the same basic features

Status indicator

lamp (pg. D.9)

Volume/scroll keys

ESI-DEX

RECORD key

Fixed feature keys

(pg. E.2)

buil t-in spea kerphone

PAGE key

Microphone for

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

soft feature key (pg. F.2)

Context-specific key to select displayed optio ns

VOICE MAIL key (pg. D.1)

(pg. D.7)

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

(pg. E.15)

Hint: On any of thes e ESI phone varieties (in cluding the Expansion Consoles), you can perf orm direct

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

you mi ght pro gram a car radio button). This isn’t applicable t o the fixed-f eatur e keys which, as thei r name impl ie s, ar e al re ad y pro gr am me d.

Of the systems covered in thi s User’s Gu id e, the Se cond Expansion Console works with only IVX X-Class.

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User’s Guide Introduction

Optional Expans io n C onsole s f or us e wi th t he 48 -K ey Fea tur e P hone

Note: Of the systems covered in thi s User’s Guide, the Second Expansion Console works with only

IVX X-Class.

Your ESI 48-Key Feature Phone can support up to two optional Expansion Consoles, for a possible total of 120 additional programmable feature keys.

The 60-Key Expa nsion Con sole connects directly to the phone, while the Second Expansion Console connects to the first Console.

You program ea ch E xpa nsion Console’s keys just as you do the progr am m abl e f eature keys on your ESI Feature Phone, using either dire ct or t raditional programming (see page C.2).

Note: Only one ke y can exist per extensi on, feature or op er ation. If y ou pr ogr am a second key for the same

extension, featur e or operation, this aut omatically eras es the first k ey so programmed, thus ma king it available for a new extension, feature or op eration.

Hint: You may find it easier to write in the n ames on the over lay before you program the ke ys and at tach t he

overlay to the Console.

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

Hint: On any of these phone varieties (including the Expansion Consoles), you can perform direct

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

might progr am a car r adio but ton). This isn’t appli cable to the f ixed- feature keys which, as their name impli es, ar e al re a dy pro gr a mme d.

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Introduction User’s Guide

24-Key Feature Phone

The 24-Key Feature Phone has featu res similar t o t hose of the 48-Key Feature P hone. However, the 24-Key Feature Phone is available only as a digital model and doesn’t support TAPI, IP, ESI’s VIP family of software applications Feature Phone’s built-i n voice mail f eat ures and voic e prompts make it ea sy to program an d us e.

, or the Expansion Consoles. As is true for t he 48-Key Feature P hone, the 24-Key

ESI-DEX key (pg. F.2)

P/UP (pickup) key

PROG/HELP combo key

for phone pr o gra mming

(pg. C.2) and access to

Verbal User Guide

and tutorial (pg. B.1)

Speaker

(pg. E.15)

Volume/scroll keys Status indicator

2-line, 32-character display 12 programmable

VOICE MAIL key (pg. D.1)

PAGE key (pg. E.15)

RECORD key (pg. D.7)

Microphone for

Other fixed feature keys

(pg. E.2)

lamp (pg. D.9)

feature keys (p. C.2)

buil t-in spea kerphone

Hint: On any of these ESI phone varieties (including the Expansion Consoles), you can perform direct

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

might progr am a car r adio but ton). This isn’t appli cable to the f ixed- feature keys which, as their name impli es, ar e al re a dy pro gr a mme d.

For information concerning these software applications, see the ESI Web site at www.esi-estech.com.

A.4

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User’s Guide Introduction

12-Key Feature Phone

The 12-Key Feature Phone includes the basic, most commonly used phone features. This simplified model is avail abl e only as a digital model and doesn’t support TAPI, IP, ESI’s VIP family of software applications

, the Expansion Consoles, speakerphone o peration2, or Esi-Dex.

P/UP (pickup) key (pg. E.15)

PROG/HELP combo key

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

Verbal User Guide

and tutorial (pg. B.1)

Speaker

Volume/scroll keys

1-line,

9 programmable

PAGE key (pg. E.15)

Fixed feature keys

(pg. E.2)

16-char ac t er dis p lay

feature keys (pg. C.2)

Note: The following features aren’t avai lable on a 12-Key Feature Phone:

• Cert ain spe cial keys and f eatur es (see “Special keys,” p age F.1).

• Esi-Dex.

• ACD operation. Additi onall y: to use voice mail, conference calling an d mute/ D ND on a 12-Key Feature Phone, you

must program these features into pro gramma ble feature k eys (see “Programmable fe ature keys,” page C.3, and “Optional featur es,” page F.12).

Hint: On any of these phone varieties (including the Expansion Consoles), you can perform direct

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

might progr am a car r adio but ton). This isn’t appli cable to the f ixed- feature keys which, as their name impli es, ar e al re a dy pro gr a mme d.

For information concerning these software applications, see the ESI Web site at www.esi-estech.com.

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

Its speaker plays pages.

A.5

Page 10

Introduction User’s Guide

ESI Cordless Handsets

ESI’s digit al Cordless Handsets come in t wo m odels — small and large — but each offers the same features. Note that they do not have the following features foun d on some ESI desktop phones: speakerphone, Esi-De x support (o r ESI-DEX key), Call er ID key, Virtual Mai l box Key support , or Verbal User Guide (or HELP key). Each model comes with a charger/AC adapter, base station, belt cli p, battery pack, and wall mount .

Two-lin e, 3 2- c har ac t e r dis play; third line contains status icons

VOICE MAIL key (pg. D.1 )

Other fixed feature keys (pg. E.2)

Four programmable feature keys (pg. C.2)

Compact model Heavy-duty model

CHANNEL key

TALK key

A.6

Page 11

User’s Guide Introduction

Connecting your ESI phone

Depending on which ESI phone y ou have, use the ap propriate di agram (below ) to connect it. Each diagram represents the pan el on the phone’s underside.

Note: The “Top of phone” and “Bottom of phone” references in these di agrams show t he corr ect ver tical

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

Line cord

to wall

Handset

headset

(TAPI)

to PC

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

• Connects like a basic phone.

• Handset plug s into right -side jac k.

• Line cord plugs into left-side ja ck.

48-Key Digi tal Fe atur e P hone

In addition to how the 24-Key Feature Phone connects to the handset and line cord, note the pres ence of a headset jack

, as well as the f ol lowing information:

To power

supply

To 60-Key

Console

To 60-Key

Console

Line cord

to wall

Connectors on bottom of

48-Ke y Digit al Feature Ph one

LAN

Handset

(headset jack shown)

Handset

headset

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

PC’s serial port.

• 60-Key Expansion Console cable (incl uded with each

Console) uses standard RJ-11 tel ephone connectors.

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

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

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

outlet) and plugs into the phone.

• An Ethernet cab l e, which conn ects the

phone to a PC (or, if no PC i s prese nt, directly to a router, switch or hub) to ac hi eve connectivity to a local area network (LAN).

Note: When the ph one is i n the hi ghest upright positio n, use the wall -mount hook located under the handset

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

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

A.7

Page 12

Introduction User’s Guide

60-Key Expansion Console connection

Notes: The 60-Key Exp ansi o n Cons ol e can be co n ne cte d t o only a 48 -Ke y Feat ur e Ph on e.

If connecting both a 60-Key Expansion Console and a Second Expans ion Console to a 48-Key Feature Phone, see “Second E xpansi on Console co nnection,” p age A.9.

1. The 60-Key Expansion Console (right) i ncludes an expansion cable. Connect one end of t he expansion cable to the appropriate con nect or on the bottom of the Feature Phone (below). Then, connect t he other end of the expansion cabl e to the 60-Key Expansion Consol e.

2. To keep cabling out of the way, thread t he expansion ca bl e i nt o the slots on the bottom of the phone and 60-Key Expansion Console.

3. Program the keys on the 60 -K ey E xpansion Cons ol e using the same procedure a s with the 48-Key Feature Phone (press PROGRAM 2).

4. If necessary, remove t he clear plastic overl ay from the keys on t he Expansion Consol e.

5. For maximum convenience, label the paper overlay to s how how the keys are p rogrammed (your Installer or System Administrat or can do this w i t h E SI software).

6. Install the labeled paper overlay on the 60 -K ey E xpansion Console.

7. Install the clear plastic overlay over the paper o ve rl ay, to protect it.

8. Use the provided Velcro side of the 48-K ey Feature Phone.

tape to at t ach the left side of the 60-Key Expansio n Console to the ri ght

(TAPI)

headset

to PC

A.8

To 60-Key

Console

Line cord

to wall

Connect or s o n bott om of 48- K e y Digi tal

Feature Phone; TAPI model shown

Handset

Page 13

User’s Guide Introduction

Second Expansion Console connection

Notes: If connecting only one Exp ansion Console to a 48-Key Feature Phone, see “60-Key E xpansi on

Console c on nect i on, ” pa ge A. 8. The Second Ex pansion Console connects to the 60-Key Expansion C onsole and cannot connect

directly to the 48-Key Feature Phone (which is the only phone to which you can connect a 60-Key Expans ion Console).

1. The Second Expansion Console

(which is ph ysically id ent i cal to a 60-Key Expansion Console ) includes an expansion “Y” cable

(right)

. Lay out the cable across the back of the equi pm ent so t hat the AC adapter is on left and the en d of the cable is on the right.

2. Connect the right e nd of the expansion “Y” cable to the appropriat e c onnector on the bot tom of the 48-Key Feature Phone (

3. Then, connect the expan sion “Y” cable’s middle plug to the 60-K ey Expansion Console, the left plug to the Second Expansion Console, and the AC ad apter to an appropriate 110 VAC outlet to provide power to the Seco nd E xpansion Console (above).

4. To keep cabling out of the way, thread the expansion “Y” cable into t he slots on the bot tom of the phone and the two Expansion Consoles.

5. Program the keys on the two Expansion Consoles using the same procedure as with the 48-Key Feature Phone (press PROGRAM 2).

6. If necessary, remove t he clear plastic overlay from the keys on the two 60-Key Expansion Consol es.

7. For maximum convenience, label the paper overlay to s how how the keys are programmed (your Installer or System Administrator can do this with ESI software).

8. Install the labeled paper overlays on the two 60-Key Expansion Consoles.

9. Install the clear plastic overlays over the paper overlays, to protect them.

10. Use the provided Velcro side of the 48-K ey Feature Phone, and the right side of the 60-Key Expansion Console t o t he l eft side of the Second E xpansion Console).

below).

tape to attach the left side of the 60-K ey Expansion Console to the ri ght

(TAPI)

headset

to PC

To 60-Key

Console

This diagram shows the backs of the Expansion Consoles.

Line cord

to wall

Connect or s o n bott om of 48- K e y Digi tal

Feature Phone; TAPI model shown

Handset

A.9

Page 14

Introduction User’s Guide

ESI Cordless Handset connection

Each ES I Cordless Handset comes with:

• A charger/cradle to charge the H andset.

• An AC adapter for use with only the charger.

• A base station to provide a di gi t a l interface between the ESI phone syst em and E SI Cordless

Handset. T his base station is line-powered and thus needs no A C power.

• Wall-mount(s), a belt clip, and a Quick Reference Gu ide.

Base station installation

Due to each site’s unique characterist ics, the range and distance informat i on we’ll provide herein is only approximat e.

Characteristics that positively affect performance:

• The base station should be installed so it has a clear line-of- sight with the Co rdl ess Handset.

• The base station antenna shoul d always be pointed in its uppermost vertical position.

Don’t install the base station:

• Close to a wall, especial l y one with metal studs.

• Next to a device that emits RFI

flourescent l i ght fixture, or fax machi ne.

or EMI2 — e.g., a televi sion, radio, computer , com put er printer,

• Next to any other 900 MHz device — e.g., a hand-held invento ry control device.

• In a ceiling t hat has foil-backed insulati on.

• Behind doors that typically are close d, tinted wi ndows, one-way glass, or other areas that l i m it or

cut off transmission to the Cordless Handset.

Base stations must be instal l ed at least 10 feet apart, regardless of whether the base station is for the small-model or large-model Cordl ess Handset. Don’t install more t hen six base stat ions in one area (such as a network room). Ch oose a location at l east 30 feet away if m ore than six base stations are needed in a buil di ng. A base stati on requires only a line cord to the phone system; AC power isn’t needed because t he base station receives power from the phon e system via the li ne cord.

Once the base stat i ons are instal l ed and the Cordl ess Handsets charged, change each Handset’s channel by pressing its CH key . Each Handset should have its own channel. There are 30 available channels on the small Cordless Handset and 10 on the l arge Cordless H andset.

Note: Feed back may result if t he Cordl ess Handset is within three inc hes of an ESI desktop Featur e Phone.

Radio frequency interference.

Electromagnetic interference.

A.10

Page 15

User’s Guide Help mode (Verbal User Guide)

Help mode (Verbal User Guide)

Your ESI phone s ystem ’s Help mode (also called the Verbal User Gu i de) — a carefully conceived combination of spoken inform ation, display readouts an d even key illum i nat ion when app ropriate — is a powerful tool to help you learn how to use the system’s many features.

Notes: As expl ained on page E.2, each of th e two smaller Featur e Phones, 12-Key and 24-Key, has a combo

PROG/HELP key.

The ESI Cordless Handsets have no access to the Verbal User Guide and, therefore, no HELP key.

Tutorial

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

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

• Learn how to use voice mail features • Hear a complete t utorial on ph one operation

Help during st ation program m i ng

To hear a detailed descript i on of a function you wish to program, press HELP whi le programming it.

Help during a call

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

While you are either in He lp mode or programming your phone, your station will be temporarily pla ced in DND (see “MUTE/DND,” page E.3). Anyone calling your station while you a re in DND will be f orwarded to your mailbox (or othe r destinati on set by the instal ler).

Exiting Help mode

To exit Help mode, simply hang up.

Visit www.esiusers.com f or up-to-date h el p.

B.1

Page 16

Help mode (Verbal User Guide) User’s Guide

(This page included for pagination purposes only.)

B.2

Page 17

User’s Guide User programming: An introduction

User programming: An introduction

Voice prompts will play menu and sub-menu options to access the desired feature. You don't have to wait for the enti re prompt to be played. Therefore, once you’ve become familiar with the prompts (co nsult “User program m i ng m enu overview,” below), you can quickly set any frequently used featu re.

Program m ing hel p

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

Exiting pr ogr am m ing mode

To exit programming mode, si mp ly hang up.

User programming menu

Overview

1 Select personal greeti ng

1 Record 2 Delete 3 Hear

2 Programmabl e feat ure key s

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

other feature keys)

3 Station options

1 Call waiting/background announce 2 Personal greeting reminder 4 Outside dial tone preference 5 Hands-free answer 6 Message monitor 7 Power-saving mode

4 Station audibles

1 Station ring tone 2 Station ring volume 3 Message ring 4 Secondary ring tone 5 Secondary ring volume

5 Password

1 Enter 2 Delete 3 Hear 4 Security level

6 External message notification

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

7 Person al Ca ll Rou t ing

1 Entry settings 2 Exit settings 3 Quiet time settings

9 Un-delete

Note: Selectio ns 3, 5 and 6, as well a s the background ann ounce function under “Stat ion options” (see page

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

For use with only ESI Cordless Handsets.

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

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

C.1

Page 18

User programming: An introduction User’s Guide

1 Select personal gre eting

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

1 Record personal greeting

Begin recordi ng at the tone. P ress 1 to stop. T he new personal greet i ng automatically replaces the previous greeting.

2 Delete personal greeting

When prompted, press 2 again to c onf i rm deletion.

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

personal greetings before you record at least one new one.

3 Hear current personal greeting

2 Pr ogramm able feature keys

There are two methods for pe rf orm i ng programm i ng of your phone:

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

• T raditional programm i ng — P r ess PROGRAM. T he Verbal Help Guide will speak to you, walking you through the ful l m enu, during which you can choo se t he appropriate option.

Direct pr ogr amm i ng ex ampl e:

You wish to set one of the keys to dial a c o-work er, whose extension is 105. Hold down th e key for at least two seconds. This automatically puts you i n feature key programming. Follow the prompts to enter 1 0 5. (This has allo wed you to ski p two st eps — pr essing PROGRAM and selecting a m enu option — t hat you’d have had to perform if using t raditional programming.)

C.2

Page 19

User’s Guide User programming: An introduction

How the programmable feature keys can be set

• Line keys — Programming a line number (1 through 84) into a programmable feature key makes it a line key , which provides the appropriat e l am p i nformation and manual outside-line access.

• Stati o n keys — If the digits entered con st i t ute a three-digit number, the programmable feature key will become a station key, providing the appropriate lamp informatio n and easy access or transfer. Three-digit numbers ente red can be:

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

• Sp eed -dial keys — In addi t i on to programmi ng a programm abl e feature key wit h a system speed-dial number, you can create personal speed-dial keys for automatic diali ng of frequently called outsi de num bers. If you program 9 (or 8 or 71–76) pl us a p hone number , the programmable feature ke y be com es a speed-dial key. When you program a speed-dial key, there's no need t o insert a pau se af ter the 9 (or 8 or 71–76). Use the  scroll ke y to ente r spe cia l character s f or dialing (s ee page C.6 fo r m ore details.) The speed-dial num ber can be up t o 24

characters long.

Note: You can al so program Location Keys for use with Esi-Link. See page H.1 for more information.

• Other f eature keys — If you ent er a feature co de, the program m able feature key will serve as an enable/disable key for t hat feature. The Install er m ay have programmed certain stations for accessing addit i onal featu res (see “Optional featu res,” page F.12); consult your System Administrator to dete rmi ne your access.

Keys’ LED activity during programming

Key type a nd LED indi c a t ion

Station key or

Mode

Currently being programmed and previously assigned

Currently being programmed and previously unassigned

Programm ing mode — Was assig ned or viewe d in current sessi on

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

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

Note: Each ESI Cord l ess Ha nd s et has o nly on e LED c olor — red — with si mi l ar bli n ki ng rates.

Virtual Mailbox Key

Flashing re d Flashing gr een Flashing amber

Flashing red Flashing red Flashing red

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

Solid r ed Solid green Solid amber

Off Off Off

Line key

Feature k ey

or spe ed-dial key

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User programming: An introduction User’s Guide

3 Station optio ns

The station options sub-menu (PROGRAM 3) lets you activate or deactivate several features your station can p rovide. At each opt ion sub-menu, 1 e nables the option and 0 disables i t . (Each option listed below is explai ned elsewhere in this manual, as noted.)

1 Call waiting/background announce

See page E.12 for call waiting and page E.12 for background announce.

Note: Backgro u nd an no unc e is not avai l a ble on a 12- Ke y Feature Phone.

2 Personal greet ing reminde r

See page F.10.

3 Headset ope ration

See page F.10.1

Note: Not available on a 12-Key Feature Phone.

4 Outside dial tone preference

See page F.11.

5 Hands-free answer

Note: With an ESI Cordless Handset, use of this feature requires a headset.

See page E.3.

Note: Not available on a 12-Key Feature Phone.

6 Message monitor

See page F.10.

Note: Not available on a 12-Key Feature Phone.

7 Power-saving mode

Note: Applicable to only an ESI Cordless Handset.

Allows you to enable or di sable an ESI Cordless Handset ’ s power-savin g mode. Enabling t hi s mode helps achieve full bat t e ry life. However, if full-time status monitoring i s required, yo u can disable this mode. In power -saving mode, t he phone syst em bl ock s all status updates Cordless Ha ndset when the Handset has b een i dle for 30 seconds. Pre ssing the Cordless Handset’s keys or rece iving an incoming call on it will discontinue power-saving mode.

Note: When the handset has received no calls or status updates2 for five minutes, the Cordless

Handset enters deep-sleep mode. During it, the display is blank and the LEDs don’t light up. If the system sends any updates to the Cordl ess Handset, it will discontinue deep-sleep mode.

to the

Not necessary with Generation II system. If unsure which system you have, consult your System Administration.

For example: If you have a programmable feature key set as a station key for someone’s extension, the system updates your

Cordless Handset based on that extension’s current status (busy, idle, do-not-disturb, or — with optional ESI Presence Management — off-premises).

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User’s Guide User programming: An introduction



4 Station audibles

The station audibles program m i ng provides control of t he f ol l owing audible items.

Note: Only the third setting, message ring, is applicable to the ESI Cordless Handset.

1 Station ring tone

You can select from six possi ble tones to hel p distinguish it from other nearby ringing phones. Press

2 Station ring vol um e

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

3 Message ring

When enabled, this feature wi ll periodically generate a short ring tone at your station as an additional al ert that you have new message s.

Your phone has a secondary ring tone you’ll hear (if yo ur phone system has been programm ed accordingl y by your Instal l er) when call waiting occ urs — i.e., a second call rings in for you while you’re already on another one — on live- ri ng calls. T he following two parameters let you adjust how it sounds.

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

Note: (48- Ke y and 24-Key Feature Pho nes only)

If the ringer volume is turned off, the status indicator lamp will not “flutter” when an incoming or recall ed call is presented to the phone (see “Stat us indicator lamp,” page D.9).

4 Secondary ring tone

You can select from six possi ble tones to hel p distinguish it from other nearby ringing phones. Press

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

5 Secondary ring volume

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

5 Password

1 Enter new password

Your password m ay c onsist of 2–8 digi ts followed b y # (0 cannot be the first di git). Ent ering only 0 as the password wi ll turn off the password requirement.

2 Delete current password

Resets the pa ssword to the def ault pass word.

3 Hear current password

Displays and pl ays back the cu rrent password.

4 Password security level

Selection Result

0 No passwor d required for access from any phone 1 Password requir ed only for re m ote access, ei ther off-premise s or from other

stations within the system

2 Password always required

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User programming: An introduction User’s Guide



6 Exter nal message notification

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

1 Delivery options

1 Delivery to phone number only 2 Notify pager only 0 No off-premises delive ry

2 Phone delivery

1 Enter phone number

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

2 Delete phone number

Deletes the c urrently programmed phone number.

3 Display current phone number

Displays the currently programmed pho ne num ber.

scroll key to backspa ce . Y o u

3 Pager notification

1 Enter pager number

Enter the pag er num ber (24 di gi t s, m axim um) followed by #. Do not include an out side line access code (i.e., don’ t add 9, 8 or 71–76) before the number. Use the  scroll key to enter sp ecial charact ers; use the also can use the scroll keys to view the number after it’s saved. To change the number, you must delete it and then re-e nter it as desired.

2 Delete pager number

Deletes the c urrently programmed pager number.

3 Display curren t pag er nu m b er

Displays the currentl y programmed pager num ber.

4 Urgent message activation

1 Urgent messages on ly

Only urgent messages will be delivered.

Note: Remember to say in your p ersonal greet ing t hat cal lers s hould press 2 to mark a

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

2 All new messages

Any new message will be delivered.

scroll key to backspa ce . Y o u

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User’s Guide User programming: An introduction

7 Personal Call Routing

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

Note: This function is available only i f your phone system is using ESI Presence Management. If y ou’re

not sure whether it is, consult your S ystem Administrator. For more information about ESI Presence Management, visit www.esi-estech.com/presence.

9 Message Recycle Bin (un-delete)

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

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User programming: An introduction User’s Guide

(This page included for pagination purposes only.)

C.8

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User’s Guide Voice mail operation

Voice mail operation

Your phone system provides accurate and timely mess ages. Others will become more comfortable leaving you voi ce messages if you promptly r etrieve and respond to your messages.

VOICE MAIL key

For direct a cc ess to all voice mail features, such a s picking up messages or transferring directly to mailboxes:

• On a 48-Key or 24-Key Feature Phone — Use the blue V OICE MAIL key. It will blink whenever you

have one or more new message s, and t he display will sh ow you how many new and old message s are stored f or you on the ESI phone system.

• On a 12-Key Feature P hone — Assign key c ode 579 to a programm abl e f eature key (see

“Programmable feature keys,” page C. 2, and “Optional feature s,” page F . 12). Until this has been done for your phone, your mailbox is disabled. (When you try t o access a disabled mailbox, t he system will notify you that it’s disabled.) You still can retrieve previously left message s and a ccess user programm i ng, but the mailbox won’t be able to recei ve new voice mess ages. Therefore, to enable the mail box, assign ke y code 579 to a program mable feature key.

• On an ESI Cordl ess Han dset, use the blue-outli ned VO ICE MAIL key. The display, directly above

the VOICE MAIL key, will show an “envelope” icon when you have one or more new messages.

Personal greetings

To program your pe rsonal greetings, press PROGRAM 1. Initially, your mailbox h as a generic greeting: “You have reached the mailbox f or extensio n xxx. Dial 0 to reach the operator or begin recording at the tone.” You can record up to three different personal greetings in your own voice indicating your availability to ret urn calls.

Examples

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

zero to reach our operator, or leave me your name, number an d m essage at the tone and I’ll get back to you as soon as I can.

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

prefer, you may leave me a voice message at the tone — I’ll check in regularly — or, if it’s import ant, ei t her di al 4 to reach me on m y cell phone or dial 2 to le ave me an urgent message that will page me automatically.1

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

reach the operator, dial zero. Otherwise, leave your name and phone number at the beep so I can return your call.1

(Continued)

These sample greetings refer to certain features which may not be activated for your extension; consult your System

Administrator for additional information, if necessary.

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Voice mail operation User’s Guide

Depending on aut o at tendant u sage a nd your person al preferences, you may wish to includ e one or more of these opt i ons in your pe rsonal greetings:

Option Instruction

0 T o reach the operator 1 T o skip directly to the record t one (or “beep”) 2 To mark this message as urgent (see “Urgent messages,” page D.9) 3 T o page (internally) the person f or whom the caller is leaving a voice mail message 4 T o perform off-prem ises “reach- m e” (se e “Off-premi ses ‘r each- m e,’” page D.3)1 8 T o the main greeting (if your system is using the auto attendant)

XXX An extension number of anoth er us er

Note: Option 3 is a vailable only when per so na l gr eeting 3 has been r ecor d ed; a nd opt i on 4 i s

available on ly when personal greeting 2 has been recorde d.

You can change an y personal greet i ng as often as n ecessary, by just recording over a previously recorded pe rsonal greeting.

Warning: Do not delete all of your perso nal gr eeting s; make sure at least one always remains. Delet ing al l

the greetings will turn off your mailbox.

Personal greeting keys

You can program a programmable f eat ure key as a personal greeting key fo r any one of the t hree personal gre et i ngs (see page F.14). Once created, this short c ut can then be used t o activate t he associated personal greeting (the key’s LED will glow green and the greeting played as confirmation).

Note: To re-record this greeting, press RECORD while the conf irmat ion is playing and follow the prompts (on

a 12-K ey Feature Pho ne, whi ch has no RECORD key; press PROG /HELP 1 3 1 from idle).

Leaving messages . . .

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

. . . directly in another user’s mailbox

The procedure for going directly to another user’s mailbox2 without ring i ng his/her extension depends upon whether you have that us er’s extension set as one of your statio n keys:

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

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

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

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

You can leave a direct message i n several use rs' mailboxes at t he same time by pressing VOICE MAIL and the desired station key s — t hus creating a Quick Group. You can also move message s or recording s t o a Quick Group in the same m anner.

Notes: You can use onl y station keys to s elect the additional mai lboxes for Quick Groups.

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

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

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

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

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User’s Guide Voice mail operation

AutoPage

This feature lets you have outside callers internally page you aft er t hey’ve been f orwarded to your voice mailbox and are listening to your personal greeting (see “Personal greetings,” page D.1). You must have personal greeting 3 selected and it must tel l callers to press 3 for this feature. If the caller dials 3 during the pe rsonal greeting, he/she is placed on hold; the system then p ages you by name, f ol l owed by the phrase “You have a call on line” and the li ne on which t he call is on hold (e.g., “John Doe, you have a call on line 21”). If you don’t answe r t he page within a programmed interval, the caller is forwarded back to your ext ension/voice mailbox.

Note: This feat ure is a ctive if your administrator authorizes your station for it, you ha ve set your mailbox to

play personal greeting 3, and a di rectory nam e is recorded for your station.

Sample persona l greeting 3 fo r AutoPage:

“Hello. This is Rick. I’m currently unable to receive your call. To have me paged throughout the buil ding, please pr e ss 3 now. Otherwise, plea se leave me a mes sage after the tone and I wi ll return your call as soon as possible.”

Moving and deleting a message

When you move a message, the system accesses another submenu to determine whether you want t o move and delete a message, or mo ve and save it. After you press 6 to move a message, the prompt will ask whether y ou wish to:

• Move the message but also save a copy of i t i n your voic e m ai l box

• Move the message and delete it from y our mailbox.

Off-premises “reach me”

After a caller has been forwarded to your voice mailb ox and is listening to your personal greet i ng, this feature allows the caller to b e fo rwarded t o a numbe r outside the system — i.e., a regular phone number rather than an ext ension.

Note: This feat ure is a ctivated onl y if your Syst em Adm inistrator enables it on your station.

You must have perso nal greeting 2 selected and it m u st tell calle rs to pre ss 4 for this feature.

To use this feature, follow these steps:

1. From your ESI Feature Phone, press PROGRAM 6 2 1 and enter the t el ephone numbe r t o which you want call s f orwarded when you’re of f -premises.

2. Record and activate personal greeti ng 2. Be sure to tell the caller to press 4 during the greet i ng to be connected to yo ur al ternate phone. (See the sampl e greeting, below.)

When you receive a call forwarded in this fashion, you’ll be prompted to “press any key” to accept the call. If you don’t a nsw er the call, the caller is returned t o yo ur voice mailbox on the ESI phone system. Off-premi ses “reach-me ” is availabl e on guest mailboxes, as well.

Sample persona l greeting 2 for off-premises “reac h m e”:

“Hello. This is Rick. I’m currently out of the office. To attempt to reach me on my mobile phone,

please press 4 now. Otherwise, please leave me a me ss age after the tone and I will return your call as soon as possible.

”

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

This is also the same number used for message notification phone delivery (see “Off-premises message delivery,” page D.8).

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Voice mail operation User’s Guide

Message retrieval

Message(s) waiting display

If you have at least one new message, t he VOICE MAIL key will blink (on a 24- or 48-Key Feature Phone) and your display will show the n umber of new and old messages in your mailbox.

Cordless Handset or 24-Key Feature Phone

48-Key Feature Phone

On an ESI Cordle ss Handset, an “envelope” icon on the display also appea rs when you have at l east one new message.

Note: Message st atus information (shown i n the example s above as NEW 3 OLD 1) appe ars o n a 24- Key

or 48-Key Feat ure Phone only when n ew messages exi st.

Retrieving voice mail messages fr om your ESI Featur e Phone

1. Press VOICE MAIL.

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

3. The ESI phone system will start playback of messages with the oldest new message and continue until all mes sages are play ed. The display will show the ori gination of t he m essage, the count down duration of the message, whet her new or old, and t he time/date of when the message was left.

Cordless Handset or 24-Key Feature Phone

4. At the end of each message, the ESI phone syst em prompts you for i nstructions (see the cha rt , “Keys’ fun ct i ons during voice mail messag e retrieval,” next page). Once you’ve lea rned these prompts, you can proceed more r api dly by pressi ng one of the appropriate keys any time dur ing a message or duri ng a prompt.

5. To exit playbac k of m essages, simply hang up your pho ne.

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

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

not deleted.

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

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User’s Guide Voice mail operation



New message skip

When listening to new messages, press 9 twice (wi t hin two se conds) to save a message as new. This message will be pl ayed again as a n ew m e s sage the next t i m e you access your voice mail.

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

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

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

Key Functi on nam e Description

1 Pause Pauses for on e minute or until y ou pre s s 1 again. 2 Time an d date/

number t oggle

3 Reply Replies to the ori ginator of a message (pos sible only if message came f rom

4 Back up

(rewind)

T oggles the b ottom l ine of the display between the messag e’s time/date and the caller’s number.

another user in the system). Record your repl y at the t one and then press 1 to stop, after which the system returns you to your mailbox and the message to which you were replying.

• If pressed during mess age playbac k, rewinds 4 seconds for each key- press.

• If pressed after the playback has f inished, returns to beginning of message.

5 Fast forward Advances pla yback 4 seconds for each key-press.

6 Move Moves a copy of the message to anot her user’s m ailbo x.

7 Delete Deletes the m essage from the mail box (see “Mes sage Recycle Bin,” page D.9). 9 Save Saves the message (it will play as an old message the next time you

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

REDIAL Auto-callback Exits your mai lbox without erasing the message, and then automatically dials

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

# Leave

a message Check

other box

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

You may move th e copy with or without an i ntrodu ction. After t he move , the system returns you to your mailbox and the original message.

retrieve messages).

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

the numb er .

(Not available from an ESI Cordless Handset, 12-Key Feature Phone, analog phone, or off-premises location.)

Lets you record a message in another mailbox. At the prompt , ent er the d esire d mailbox number.

Checks m essages in a nother mailbo x (may require a password, depending on the mailbox’s setting; see “Password,” page C.5).

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

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

1. Press VOICE MAIL and then .

2. Dial your extension num ber.

3. Follow the procedure s described in “Retrievi ng v oi ce mail me ssa ges from your ES I F eature Phone”

(page D.4).

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

calls manually.

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Voice mail operation User’s Guide



Virtual Mailbox Ke y

(Not available on ESI Cordless Handset or 12-Key Feature Phone.)

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

™

Key

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

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

Note: Assign to t he programmable ke y the following — VOICE MAIL  and then eith er your extension

number or your voice mail box number (se e “Programmable feature keys,” page C.2).

Retrieving messages from an off-pr emises location

You can pick up mes sages when away from t he office or from an analog station. Since th e display is not available to you, message handling will operate slightly differently.

To retrieve your message from a remote location:

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

and enter your mailbox number. If the operator o r another user answers your c al l, have the person transfer you (by pre ssi ng VOICE MAIL and

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

2. If required, ente r your passwo rd.

3. The ESI phone system will anno unce the number of ne w and old messages, and will start playba ck of messages start ing with the oldest new me ss age and continue u ntil all me ssa ges and recordi ngs have played or you press

to disconnect.

For more inf orm ation, see page C.6.

Additional functions available during off-premises voice mail message retrieval

Key Function Description

2 Hear time/date Pauses the message, plays the time/date when the message was left and resumes. 5 Access user

programming

8 Main greeting Goes to the main greeting. 0 Operator Transf ers you to the operator. # To ot her mailbox To leave a m essage in another user’s mailb ox.

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

Acces s certain user -programmable features.

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

during message pla yback, the system will sa ve the playing m essage and any other currently unsaved messages in your mailbox).

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User’s Guide Voice mail operation

Live recording

(Not available on 12-Key Feature Phone.)

Note: To use this feature on an ESI Cordless Handset, it must have a programmable feature key set for ke y

code 582. (See “Optional f eatures,” page F.12.) It then functi ons like the RECORD key described herein.

To begin recording both sides of the conversation during a call, press RECORD. Recording will continue until either you press RECORD ag ai n, t he ca ll is c om pleted or the maxim um r e cor d in g len gt h

is rea che d

(default i s 10 mi nutes). To resume recordi ng, you must press RECORD again. During recording, t he

RECORD LED wi l l “flutte r” (blink rapidly) green and RECORDING will appear on the display.

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

You can record a ny conversati on, includi ng a conference call2 or service observing call (see “Service observing,” page F. 13). You also can make a personal r ecording — usef ul for reco rding personal reminders, in office conversations or meetings — by lift i ng the handset or pressing SPEAKER and then pressing RECORD. Internal dial tone will stop and recording of your station will begin until either

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

Note: Interruptions in conversati on may comprom ise the quality of the recording.

Quick Move™

The Quick Move feature is perf ect for use b y a receptio ni st or, indeed, anyone who receives a call that would be more ap propriate f or one or more other currently unavail abl e co-work ers (for whom y ou have programmed station keys on your phone). Let’s say someone calls and want s to speak to one of your co-workers. You say that the co-worker isn’t there now but you’ll be happy to let the caller leave a voice message. Howev er, the caller protests that he doesn’t “want to talk to a recording” and wants you t o write down the m essage. Worse, you know that some of you r ot her co-workers will want to hear w hat this caller has to say.

But here’s all y ou have to do: ju st press RECORD and then, while recording (and “taking down” t he message, as fa r as the caller knows), pr ess the stati on keys for tho se t o whom you wish to Quick Move the message. You can do this for as many stations as you have station keys programmed on your phone.

Each designated user's mailbo x will receiv e t he recording as a ne w mes sage, but your mailbox will not have the reco rdi ng. This featu re saves you a number of steps — i.e., you won’t need to acc ess your mailbox and mo ve t he recording and delete the recording from your mailbox.

Playback of recordings

If you have reco rded conversat i ons, they will play after your old message s, or you can access t hem directly by pressing VOICE MAIL, RECORD. This will play back the recordings, starting with the newest recording. Recordin gs can be handled just like other messages.

Adjustable by only the Installer.

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

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Voice mail operation User’s Guide

Off-premises message delivery

To program this, press PROGRAM 6.

Introduction

The ESI phone system can be programm ed t o deliver messages to an off -premises phone and/ or to page you when your voice mailb ox receives a me ssa ge. You can set the phone number (cell phone, home number, another extensi on, etc.), a d elay time (the period that the system is to wait before attempting to deliver t he m essage), and the pager number. You can further set the system to deliver only message s ma rk ed as urgent ( see "Urgent me ssa ges,” page D.9).

The administrat or can also s et for your stat i on t he:

• Number to be cal l ed or paged

• Delay period

• Number of attempts

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

• "Quiet period” which su spends message de li very for late night, etc.

If you have programmed both an off-premise s delivery number and a pager number, the system will prompt you to ch oose one of the following del i very options:

• Phone-only

• Pager-only

• Phone, then pager — Attempts phone delivery until the maxim um num ber of attempts has been tried,

then follows paging programm i ng.

• Phone and page at the same time

• No off-premi s es delivery

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

(ESI part # 0 450-0793) to learn about additional, speci al fun ctio nality that may be available to you. If you’re not s ure wh et her yo ur system is using ESI Pre se n ce Man agem ent , c on sult y our Sy ste m Administr at or . For more i nfor mat ion a bout ESI Pr esenc e Man ag e ment, visi t www.esi-estech.com /presence.

Message delivery

. . . To a phone

Whenever your m ai l box receives a new/urgent m essage (see "Urgent messages,” below), the system will call the number that you have programmed and play the prompt: "You have messages. Pl ease enter your password. ” The prompt wi ll repeat three times before the sy st em as sum es that no one has answered (i.e., be cause it has "heard” no pass word) and di sc onnects.

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

Warning: A “” response in stead of the password will cause t he syst em to suspend c alling you unt il it

receives the next new/urgent message.

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

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User’s Guide Voice mail operation

. . . To an external pager

You can program pager notification to operat e ei t her as the sol e not i ficatio n m et hod or in conjun cti on with phone delivery .

You can have the sy st em call and activate your ext ernal page r whenever the first new/urgent message is left in your m ai lbox and repeat the page (at t he i nterva l programmed by the adm i nistrator) until al l new messages have been retrieved.

Note: You can toggle the feature on or off i n user programming (PRO GRAM 6 1).

Refer to page C. 6, option 6 ( “E xt ernal message notification”), for specific menu selectio ns.

Urgent messages

You can have all new m essages deli vered or choose t o have only urgen t m essages delive red. If you have enabled the urgent messa ge f eature as part of user program mi ng (PROGRAM 6 4), you must include, in y our personal greeting, instructi ons f or the caller to press 2 to m ark the message as urgent. (See “Examples: Sample greeting 2” unde r “P ersonal greetings” on page D.1.) If you have new , urgent message s, you r VOICE MAIL key's LED will "flutter” (blink rapidly) and, when you retrieve your messages, the system will play urgent messages ahead of other new messages.

Message Recycle Bin (un-delete)

The ESI phone system st ores your most recentl y deleted 10 messages in a Message Recycle Bin to allow you to r ecover, or "un-delete,” m essages that m ay have been deleted in error.

You access the Message Recycle B i n t hrough user programming (PROGRAM 9). Press 9 t o advance through deleted messages. P ress 8 to restore a m essage to your mailbox as an old m essage.

Status indicator lamp

(Not on ESI Cordless Handset or 12-Key Featu re Phone.) The red status indicator lamp, l ocat ed at the top of a 24-Key or 48-K ey Feature Phone, indicates

three condition s:

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

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

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

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

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

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

behave according to the following priority: off-hook, then r inging, then new voi ce mail. Here’ s an exampl e. You have a n ew voice mail message waiting, which makes th e status indicator lamp blink. However, if the phon e begin s to ring, the status indicator lamp wi ll “fl utter” continuously because ringing has a higher pr iority than new voice mail; and, if you then pick up the handset or press SPEAKER to take the call, the status indicator lamp gl ows solid red because the off-hook condi tion has th e highest priori ty of the three conditions.

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Voice mail operation User’s Guide

Optional voice mail feature: Guest mailboxes

Important: This is a sp ecial, opti onal feature not explained in the tut orial. Be sur e to get your guest m ailbo x

number from the Administrator.

Guest mailboxes are perfect for personnel such as outs i de sales or manufa ct uring per sonnel who do not have an internal extension assigned t o t hem but still need a mailbox. You can handle a guest mailbox as if i t were a regul ar extension (i.e., l i st i t i n the direct ory, assign a programmable feat ure key for transfer to it, etc.).

Notes: A guest mailbox must have at least one personal greeting re corded t o be activated and, thus, able to

accept messages.

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

You also can use the off-premises “rea ch-me” feature (see page D.3) with a guest mailbox.

Personal gr eeti ngs

You can record u p to three different personal greetings in your own voice indicating your ava i l ability to return call s. Also, you can change the personal greetings as often as necessary by re cording over a previously recorded p ersonal greet i ng. (See “Sele ct personal greeting,” page D.1, to learn how to program the se greetings.)

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

To retrieve guest mailbox messages from an E S I Feature Phone, follow the same procedure d escribed in “Retrieving voice mai l m essages using another use r’ s ESI Feat ure P hone” (page D.5), except that you enter your guest mailbox num ber rather than an ext ension number.

Keys’ functio n s du ring voice mai l message retrieval

See the chart on page D.5.

Virtual Mailbox Ke y

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

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User’s Guide Voice mail operation

Program m ing your gue st m ai lbox fr om an ES I Fe atur e P hone

Press PROGRAM , then the mail box number and t hen # to confirm. You will be prompted to: record the greeting, change the pa ssword, enter an ext ernal pa gi ng number, or exit by hanging up.

You can record u p to three different personal greetings in your own voice indicating your ava i l ability to return calls.

Tip: If ne cessary, review “Per sonal greetings,” page D.10, for options and sample greetings.

You can change an y personal greet i ng as often as n ecessary, by just recording over a previously recorded pe rsonal greeting.

Warning: Do not delete all of your perso nal gr eeting s; make sure at least one always remains. Delet ing al l

the greetings turns off your mailbox.

Select the desired greeting number — 1, 2, or 3. The current greeting will be played followed by prompts to re-record, delete, hear again, or select as the cur rent greeting by p ressing #.

1 Record personal greeting

Begin recordi ng at the tone, press 1 to stop. The new personal greeting autom aticall y replaces the previous greeting.

Important: Your mailbox will work only if at least one personal greeting exists for it.

2 Delete personal greeting

When prompted, press 2 again to c onfirm deleti on. (See “Important ” not e, above.)

3 Hear current personal greeting

Password

See “5 Passwo rd, ” page C.5.

Off-premises message delivery

See “Off -prem i ses message delivery,” page D.8.

Messa ge de livery to a phone or pa ge r

See “Message delivery,” page D.8.

Urgent messages

See “Urgent messages,” page D.9.

Message Recycle Bin (un-delete)

See “9 Message Rec yc l e Bin,” page D. 9.

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Voice mail operation User’s Guide



Optional voice mail feature: Group/broadcast mailboxes

Important: This is a sp ecial, optional f eature not exp laine d in the tutorial. Be sure to get your group m ailbox

number from the administrator. Any user can use the Quick Groups™ feature to send a message to any combination of users (for each of whom a stat i on k ey h as bee n pr ogr ammed) wi th out h avi n g to cr eat e sp ecif ic gr oup m ail boxe s. No programm ing i s re qui re d to i nit i ate Q ui ck Gr oup s. G rou p mai lb oxe s are u se d if the m emb ers of th e group rarel y change or if members want to be able to easily leave messages for one another, etc.

Introduction to group m ailboxes

Group mailboxes let you broad cast a “master ” m essage to all members of a pre-defined group of users (or guest mailbo xes ). When you recor d a m ast er message in the group mail box, the ESI phone system insta nt l y copies it int o t he mailbox of each member who has recorded a p ersonal greet i ng.

Note: A member can only delete or save hi s copy of a group message; the group mailbox will retain a saved

group me ssag e unt il del et ed by e very member of t he gro u p.

The master message remains in t he group mailbox until all m em bers have saved thei r copies or deleted them from their m ai l boxes.

Warning: If you delete the master message from the group mailbox, all remaining copies will automatically be

deleted from the mem ber's m ailb oxes.

Example: You have left a group m essage reminding ev eryone in the group of a meeting for Friday. The

following M onday, if the message is still in the gr oup mailbox (indicating that at least one of the persons has not del eted the message), you can delet e it from the group m ailbo x which will d elete it from all member mail boxes who have not yet heard the me ssage and del eted from their mailbox.

You may give the group mailbox n um ber and passwo rd to others to all ow them to als o record master messages. Setting “0” as t he password eliminates the password requirem ent.

Introduction to the broadcast mailbox

For easily contacting all system user s, the ESI phone system’s broadcast mailbox (500) automatically consists of all station mailboxes (not guest mai lboxes) wi th personal greetings recorded.

Leaving a group message

Call the mailbox number and enter the appropriate password (if required ).

Deleting a group message fr om the group m a ilbox

Enter group mai l box programm i ng by pressing VOICE MAIL, , and the group mai l box number. You will hear any previou sly rec orded group message s not y et deleted by all members of the group. Delet e by pressing 7. E xit by hanging up.

Program m ing a gr oup m a ilbox

Press PROGRAM  followed by the group mailbox number. You will be prompted to record the mailbox greeting, change the password, or edit the list of members. Exit by hanging up. For frequent access to lea ve group messages, program a grou p m ailbox number as a p rogrammable feature key . (See “Progr am m abl e feature keys,” page C.2 ).

Virtual Mailbox Ke y

To help monitor that all me ssa ges have been pic ked up, you can program a programmable feature key on any ESI Featur e Phone as a Virtual Mailbox Key for t he group mailbo x. When new messages exist, the key will blink rapidly; press it to connect automatically to the mailbox. Program the programmable feature key with VOICE MAIL page C.2).

followed by th e ma il box number (see “Programmable feature keys,”

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User’s Guide Voice mail operation

Optional voice mail feature: Cascade notification mailboxes

Important: This is a sp ecial, opti onal feature not explained in the tut orial. Be sur e to get your c ascade

notificati on mailbox n um ber from the Administ rator.

A cascade notification mailbox dials up to three designated numbers (of up to 24 digits each) in a sequence called a cascade.

If a cascade not i f i cation mailbox receives a new message, the ESI phone system di als the first num ber for a set number of times. If it receive s no response, t he ESI phone system then dials a second number for a set number of times. If, again, there is no re sponse, the ESI phone system dials the third num ber; and the system then dials all three number s, i n sequence, unt i l someone does fina l l y retrieve the message. T hi s is useful for a variety of i ndividuals who must be “on-call” aft er hours, su ch as doctors, plumbers, technical support repre sentatives, wrecker drivers and volunteer fi re f i ghters.

Programming your cascade notification mailbox Cascade mailbox options

You can program up to three ext ernal number s, of up to 24 digit s each, to be called or paged whene ver the mailbox takes a new or urgent message. The sy stem will dial the fi rst n umber (for the numbe r of times liste d), then dial t he second paging number (for the number of times listed), and finally dial t he third number, continuing in this seque nce to call all t hree numbers until the message has been retrieved.

520 2145553232 PHONE 2 2145554254 PHONE 3 2145555452 PAGER

1st Number

Type

Attempts

2nd Number

Type

Attempts

3rd Number

Type

To program a cascade mailbo x, press PROGRAM  and the mailbox number, followed by #. Then, if prompted, if enter the password (the def ault passw ord is the same as the mailbox number). If t hi s is the first time you’ve programmed the mailbox, it will prompt you to record the mailbox greeting. Otherwise, press 6 1 to enter programming of the following cascad e m ai lbox options:

1. The mailbox number — Range: 520–529. [Then press 1 to enter number programming, and

proceed to Step 2. ]

2. First number — The number to be dialed (without the CO line g roup).

3. Type — PHONE

or PAGER. Use scroll keys to sel ect.

4. Attempts — How many times the system will call b ef ore adding the se cond number.

Range: 0–99 (0 immediately pages all num bers). Default: 1.

5. Second number — The number to be dialed (without the CO line group).

6. Type — PHONE

or PAGER. Use scroll keys to select.

7. Attempts — How many times the system will call before adding the t hird number.

Range: 0–99. Default: 1.

8. Third number — The number to be dialed (without the CO l i ne group).

Note: Use the  scr oll ke y to ent er special characters; use the  scroll ke y to backspac e. Pres s # to

confirm the insert ed charact er and continue. Pr ess # # to complete the entry. T o change the number, delete and then re-enter it.

Available only on systems with “Generation II • Feature Set II” system software. For more information, contact your ESI Reseller.

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Voice mail operation User’s Guide



Cascade notification parameters

The cascade notificat ion mailboxes will use the same C O line group and pager dialing pause as programmed b y the Installer.

Notification interval

To program the notification interval parameter f or a cascade notificati on m ailbox:

1. From the programming menu for t hat mailbox, press 6 2.

2. Enter the number of minut es for the interval bet ween at tempts.

Range: 1–1440. Default: 30.

Note: Enter only the number; do not include a line access code (such as 9). Us e the  scr ol l ke y to e nter

special ch ar act er s; use t he  scroll ke y to backspace. You also can use the scroll k eys to view the number after it’s saved. To change the number, you mu st delete it a nd then re-ent er it as desired.

Note: For those si tuations wh ere more than one cascade not ification mailb ox is in operat ion, the ESI phone

system automatica lly sends the mail box number to the display of a cel l phone or digital pager, to indicate which mailbox has new messages.

Retrieving cascade notification mailbox messages

Retrieving messages when off-premises

If using an off-premises phone1

1. Your off-premises phone rings. When you answer , you’ll hear: “Y ou have new m essages in mail box number [xxx]. Please enter your password. To stop not i f ication, press the

2. Enter the mailbox number and (if nece ssary) password. The system then will play any new messages in the c ascade notification mail box.

key.”

If using a pager

1. Call the main number .

2. If the auto attendant main greeting an swe rs, press

and the cascade pagi ng m ai lbox number. If a live operator answe rs, have the ope rator tran sf er you (by pressing VOICE MAIL and followed by entry of the ca sc ade paging mail box number).

Retrieving messages when using an ESI Feature Phone

Press VOICE MAIL  and then enter the mailbox number.

Virtual Mailbox Ke y

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

Message Recycle Bin (un-delete)

See “Message Recycle Bin,” page D.9.

Available only on IVX X-Class or IVX E-Class with “Generation II • Feature Set II” system software. For more information,

contact your ESI Reseller.

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User’s Guide Voice mail operation

Optional voice mail feature: Q & A mailboxes

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

numbers from the Administrator.

Q & A (question and answer) mailboxes allow you to ask callers for more detailed information, such as on an employment questionnai re or a survey.

As a Q & A mailbo x o wn e r, you can record up to 1 0 questions. The syste m groups the indivi d u al answers and plays them back as a single message (separated b y s hort beep tones). Normal message handling capability — delete, save, etc. — applies to all answers within the messag e.

Note: Each answer can have a maximum l ength of a regular m essage as programmed by the Inst aller.

Include in the first quest i on instru ct i ons to conclude each answer by pressing 1 or to pause for the ne xt question: “Re cord your name at t he tone, then press 1 or pause for the next question.” [Next:] “Record your address at t he tone…” [etc.]

At the conclusion the caller can be forwarded to another exten sion, mailbox, or automati cally disconnected. Include in t he l ast question the approp riate information such as: “This is the last question. After you have f inished, please hang up….”

Note: If the caller does not respond to two questions in a row, the call will be disconnected.

Q & A mailboxes are turned “ on” only when que stions have been recorded. Deleting all qu estions will turn “off” the mailbox.

Programming Q & A mailboxes

1. Press PROGRAM  followed by the Q & A mailbox number.

2. You will be prompted to do one of the following:

(a.) Record the questions (b.) Change t he password or (c.) A ccess previously deleted messa ges. (See the following expl anat i ons.)

3. When finished, exit by hanging up. (Continued)

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Voice mail operation User’s Guide



1 Select question

Select the desired question number, 1–10. the ESI phone system will play the question and gi ve yo u t he option to perform one of t he f ol l owing:

1 Record question

Begin recordi ng at the tone; press 1 to stop. The new question automatical l y replaces the old one with that q uest ion number.

Note: The mailbox will not be enabled if no questions exist.

2 Delete question

When prompted, press 2 again to c onf i rm deletion. I f you delete a question in the m i ddle of a list without replac ing it , the playback numbers of the ot her messages will not change (this is important on l y f or your knowl edge in programming, since t he sy st em i tself won’t i ntroduce each question to t he caller as “Question 3, ” “Question 6,” etc.).

Example: If you d eleted question number 3 out of 5 questions, the system woul d play only questi ons

1, 2, 4, and 5 to a caller. When you retrieve th e playback, two beep tone s will separate answer s 2 and 4.

3 Hear current ques tion

2 Password

The password ma y co nsist of two to eight digits followed by # (0 cannot be the first di git). If you prefer not to have to enter a password, enter 0 as the entire passwor d.

9 Message Recycle Bin (un-delete)

The ESI phone system st ores your most recentl y deleted 10 messages in a Message Recycle Bin to let you recover, or "un-de l ete,” messages that may have been deleted in error. P ress 9 to advance through deleted messages. P ress 8 to restore a m essage to your mailbox as an old m essage.

Retrieving messages from an ES I Feature Phone

Press VOICE MAIL,  , and the mailbox number.

Virtual Mailbox Ke y

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

Retrieving messages when off-premises

1. Call the main number .

2. If the auto attendant main greeting an swe rs, press If a live operator answe rs, have the ope rator tran sf er you (by pressing VOICE MAIL and followed by entry of the m ai l box number).

and the Q & A mailbox number.

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User’s Guide ESI Feature Phone operation

ESI Feature Phone operation

Display

When your phone (or station) is not in use, t he display will show the current date and time, acti vated features su ch as DND (do not disturb; see “MUTE/DND,” page E.3), mon i tor mode, etc. ), and — on a 24-Key or 48-K ey Feature Phone — t he system’s cur rent line usage. The line usage display you see will depend on (a.) how many lines you h a ve and (b.) which F eat ure Phone that you’re using.

Note: An ESI Cordless Ha ndset’ s display is similar to that of the 24-Key Featur e Phone; one di fference is that

a Cordless Han dset doesn’t show line usage.

• If your system has a sm all er num ber

of lines (18 or fewer if you’ re u si ng a 48-Ke y Feat ure Ph on e; 16 or fe wer if you’re u sin g a 24- Ke y Feat ur e Pho ne) , each block on the bottom line of the display will represent an indivi du al l in e (as in the exampl es, ri ght ). I ncoming calls usuall y are as si gn ed b egi nni n g wit h Line 1 at the far-left line indicat or. Outgoi ng cal l s ar e assigned from the highest numbered line beginning at th e far right.

• If your syst em has a greater number

of lines (19 or more if you’re using a 48Key Featur e Ph on e; 17 or more if yo u’r e using a 24-K e y Feat ur e Ph one) , t he bottom line of the d ispla y will provid e an approximate representation of the lines in use (shown at right).

As you use your ESI F eat ure Phone, its displa y ch anges frequently to give you detailed information during call processing and voice mail operation s.

24-Ke y Featur e Phone

with 16 or fewer lines



Line in use



Available l ine

24-Ke y Featur e Phone

with 17 or more lines

A high percentage of lines in use

Fewer lines in use

I Line in use

. Availabl e line

48-Ke y Featur e Phone

with 18 or fewer lines

48-Ke y Featur e Phone

with 19 or more lines

A high percentage of lines in use

Fewer lines in use

Caller ID

If you subscribe t o Caller ID from your t elephone service prov ider, the phone’s display will show an outside call er’s name and/o r num ber. caller statu s — such as UNAVAILABLE, PRIVATE or NO DATA SENT.

If you don’t subscr ibe to Call er ID, th e LCD will sho w which line is re cei ving the call , in stead of th e cal le r’s name or number.

In some instance s, the servi ce provider can send only a general

E.1

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ESI Feature Phone operation User’s Guide

Keys

Programmable feature keys

The phone’s programmable feature keys — four on an ESI Cordless Han dset , nine on the 12-K ey Feature Phone, 12 on t he 24-Key Feature Phone and 30 on t he 48-Key Feature P hone — have been pre-programmed by the installer. You may wish to add to or change some of these keys to perform different functions explained throughout this manual. Press PROGRAM to verify current settings (see “Station pr ogramming,” page C.1).

Important: Each of the t wo smaller Feature Phones, 12-K ey and 24-Key, has a c om bination (“combo”)

PROG/HELP key, while t he 48-Key Feat ure Phone has separate PROGRAM and HELP keys. If

you’re u sin g a 12- Ke y or 24- K ey Fe ature Phone, pres s PROG/HELP wherever this User’s Guide instructs you to press either PROGRAM or HELP.

Each ESI Cord le ss Ha nd s et has a com bi nat i on TRANS/CONF/PRG key that you should press

when thi s User’s Guide i nstructs you to press PROGRAM.1

Note: T o use voice mail , c onf er e nce cal ling and mute/DND on a 12-K ey Fe ature Phone, or to use call

recordi ng or do- not - di st ur b mo de on an ESI Cordless Handset, you must pro gram t h ese fe at ur e s int o programmable featur e keys (see “Optional features, ” page F.12).

Fixed-feature keys

The fixed -feature key s on t he phone are perm anently labeled as to thei r usage. The FLASH/REDIAL and MUTE/DND key on either Feat ure Phone each hav e two purposes; your ESI phone system will govern this by perm i t ting only t he appropriate f unction w hen either is pre ssed, dependi ng on t he circumstanc es at t hat moment. T he di fferent phone models have some different fixed-feature keys.

Keys’ LEDs (lamps)

The LEDs (light-emitti ng diodes), or l am ps, associated w i th the programmable and fixed keys aid in determining the status of t heir functi on. In gene ral :

• Green indicates a function a ss ociated with your phone.

• Red indicates an occurren ce at another stat i on.

• A solidly lit lamp indicates in-use status.

• Blinking indicates an action, such as ringing or holding, is required; a fast blink calls for

immediate action.

As an example, a blinking red key is a call ringing at another station; blinking green signifies ringing at your station. (See also “Line keys,” page F.11.)

Note: Each ESI Cord l ess Ha nd s et has o nl y red LE Ds, a nd onl y on its four programma bl e feature keys.

The illumination activity (such as blinking) otherwise is similar to that described above.

Each Cordless Handset has no access to the system’s Verbal User Guide (“help mode”) and, therefore, no HELP key.

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User’s Guide ESI Feature Phone operation

SPEAKER key and speakerphone oper ation

Note: The ESI Cordless H andset model s and 12- K ey Feat ure Phone each lack a speakerphone.

For hands-free convers at i on, use the SPEAKER key. When an out side call rings, you can press SPEAKER to connect to the caller via your phone’s built-i n speakerphon e. This lights the SPEAKER key’s LED. Or, while using the handset, you c an switch a call t o the speakerphone by pres sing SPEAKER and hanging up the handset. (To revert to the handset from speakerphone m ode, lift the handset agai n. ) To perform group listening — i.e., have a handset c onversation al ong wi th t he caller’ s vo i ce broadcast o ver your speaker

— press SPEAKER while on a handset convers at i on but

do not hang up the handset.

Hands-free answer (internal calls only)2

Note: To use this feature on an ESI Cordless H andset, you m ust be using a headset.

You can program your phone either to enable or disable hands-free answer — press PROGRAM 3 5. With hands-free enabled, an internal call to your station generates a short ring and a double connect tone, then automatically connects the caller to your speakerph one. With hands -f ree disabled, an internal call to your station generate s a s i ngl e-ring cadence; outside calls ring with a double-ring cadence.

Volume/scroll keys

The two smaller keys labeled  and , l ocated just a bove the dial pad, serve two pur poses:

• Adjusting th e vo lume heard through the han dset and speaker — Your phone will maintain the

chosen volume set ting until you change it.

• Serving as scrol l keys for operations, suc h as E si-Dex or pr ogramming, that may show several

entries on the display.

Note: Each ESI Cordless Handset lacks scroll keys, and thus doesn’t suppor t features like Esi-Dex or

Virtual Mai lboxes.

To control vol um e on a Cordless Handset, u se the but t o ns on the H and set ’ s si de.

MUTE/DND key

To disable your handset or speaker microphone during a conversation (either w i t h the handset or speake r), pre ss MUTE/DND. While the mute function is activated, the MUTE/DND LED will bli nk rapidly and the displa y shows “MUTED.”

When your phone i s i dle and you wish t o m ake sure it s c al l s go straight t o voice mail, press MUTE/DND to toggle your phone in or o ut of DND (do-not-disturb) mode. The display will show DND and the

MUTE/DND LED will glow amber.

Notes: If you press MUTE/DND while your phone i s ringing, th is forwards the call to your voice mailbox (see

“Voice mail operation,” pp. D.1–D.16) and your station will be placed in DND.

On each Cordless Handset, muting is handled by the side-mounted MUTE button. For DND cap ability,

assign ke y co de 578 to a programmable feature key (see “O ption al features,” page F.12).

If your phon e system is using ESI Presence Management , your phone’ s MUTE/DND key won’t turn

amber when you exit t he building usin g your el ectr onic key; for m ore det ails, refer to the ESI Pre se nce Management User’s Guide (ESI part # 0450-0793). If you’r e not sure whether your sy stem is using E S I Presence Management, consult your System Administrator. For more information about ESI Presence Management, visit www.esi-estech.com/presence.

Group listening must be enabled by the Installer.

The 12-Key Feature Phone supports only hands-free listening. To answer, you must pick up the handset.

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Soft feature keys

Soft feature keys are dynamic: when used, they constantly change your ESI Feature Phone’s stat us. These soft keys, located und er the display, include ESI-DEX, PROGRAM and scroll keys (

and ). Along with spoken and displayed commands, t hey guide you thr ough t he use of Esi-Dex (page F.2), various programming acti vities and controlling t he volume of you r phone’s handset and speaker.

Dial tone

When you first l i f t your handset , you will hea r an i nternal dial tone that allows you to call ot her statio ns or perform other internal functions. To gain an outside dial tone, dial 9 (or 8 or 71–76)

or press a programmable feature ke y t hat has been set as a li ne key . (A l ine key, when pressed, automatical ly gains an outside l ine. Consult your System Administrator if you have questions. )

Note: On an ESI Cordless Handset, to receive:

• . . . internal dial tone, press TALK.

• . . . external dial tone, press 9 (or 8 or 71-76).1 (If the Handset is in sleep m ode, pr ess TALK first.)

Basic phone use

Outside calls

To answer (double-ring cadence): Lift the handset or press SPEAKER. If using a Cordl ess Handset, either pre ss TALK or remove the Cordl ess Handset from its cha rgi ng cradle.

To place: Li f t the handset or pre ss SPEAKER. Then either press an unlit l i ne key or dial 9 (or 8 or 71–76) 71–76)

To hang up: Replace the hand set or press RELEASE or — if using the speakerphone —

press SPEAKER. If using a Cordless Handset, press TALK or put the Handset in its charging cradle.

to be assigned an outsid e di al t one. On a Cordless Handset, press TALK or dial 9 (or 8 or

Important: If you’re using a VoIP-enabl ed system, be aware that your outside phone li nes’ qualit y can affect

the audio qual ity of loca l and Remote IP Feature Pho ne(s). Due to the interfa ce between advanced, packet-based phone systems and the traditional public telephone network, a poorqualit y pho ne l in e can d egr ad e aud io qu al it y, causing an echo on out si de cal l s. An occasional echo isn’ t unu s ual an d do es n’t ne ces sar il y i ndi c ate a pr obl em wit h your sy stem or li ne s; how e ver, if this problem occurs persistently, contact y our Cer ti fied ESI Reseller for a ssi stance.

Internal calls

To answer (single-ring cadence): In hands-f ree m ode, answe r directly through the sp eakerphone or pick up the handset. Or , to answer a ringing call, lift t he handset or press SPEAKER. If using a Cordless Ha ndset, eith er press TALK or remove the Cordless Han dset from its c harging cradle. (To receive a “hands-fre e-answer” cal l on a Cordless H andset, you must be using a heads et.)

To place: Lif t the handset and dial the extens i on num ber or pres s a stat i on key (see “Direct stat i on selection,” page E.5). On a Cordless Handset, press TALK or dial the extens i on.

To hang up: Replace the hand set or press RELEASE or press the st ation key agai n or — i f using t he speakerphone — press SPEAKER. If using a Cordless Handset, pre ss TALK or put the Handset in its charging cradle.

Shortcut for either outsi de or internal calls on speakerphone-equippe d ESI phones: If you press a station key or di al an extension number, the phone system aut om atic ally a ctivates

the speak er p hone.

What you dial to reach an outside line depends on your system’s particular setup. If you’re not sure, consult your administrator.

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Direct station selection

Programming som e of the programm abl e f eature ke ys (see pp. C.2–C. 3) as station keys will provide direct acce ss t o t hose stations as well as providing l am p information as to thei r st atus. The stati on keys’ LEDs indicates the status of the station assigned to each key:

If a station key’s LED is . . . The station assigned to t hat key is . . .

Unlit Available; curre ntly unused Red; steadi l y lit In use Red; blin kin g Ringin g from a not her ca ll Green; steadily lit Connected to you (including via voice mail) Green; blinking Ringing from your cal l Amber; ste adily lit In DND mode1

Note: Each ESI Cord l ess Ha nd s et has o nl y red LE Ds, a nd onl y on its four programma bl e feature keys.

The ill umination activity (such as blinking) otherwise is similar to that described above.

To call another station pr ogrammed into one of your stati on ke ys:

1. Press an available (unl i t) station key.

2. The called station will sound a short ring fol l owed by a double connect tone.

3. The phone system will act ivate the called stati on’s speakerphone (or the station will ring if that station’s user has hands-free answer disabled).

4. To disconnect when finished, do one of the following:

• Replace the handset.

• If in hands-f ree mode, either press the station key agai n or press SPEAKER.

• Press RELEASE. (With a Cordless Handset, press TALK or put the Handset in its charging cradle.)

If you press a key for a station that’s in use (red; steadily lit), you will “camp onto” the station, where its Feature Phone’s display will tell its user that you’re waiting (see “Call waiting,” page E.12).

If you press a key for a statio n that’s in DND (amber; steadily lit), you’ll be forwarded directly to the person’s mailbox.

Transferring an outside call . . .

. . . to another station

Blind transfer

1. While connected to an outside call, pr ess a station k ey (or press TRANSFER and then dial the extension num ber).

2. Hang up.

Note: If the called person doesn’t answer, the caller will be forwarded either to the called person’s

mailbox or another destinati on the Installer ha s programmed.

If your phone system is using ESI Presence Management, your phone’s MUTE/DND key won’t turn amber when you exit the

building u sing your ele ctroni c key; for more detail s , refer to the ESI Presence Management User’s Guide (ESI part # 0450-0793). If you’re not sure whether your system is using ESI Presence Management, consult your System Administrator. For more information about ESI Presence Management, visit www.esi-estech.com/presence.

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Supervised transfer — announcing the caller to the called person

1. While connected to an outside call, pr ess a station k ey (or press TRANSFER and then dial the extension num ber) and wait until the called person answers.

2. Announce the caller (e. g., “Hello; I’ve got Bill on the line and I ’ m t ransferring him to you now.”)

3. Hang up.

Note: If the transferred-t o person doesn’t answer in step 1, press the station key again or pr e ss FLASH

to be reconnected to the original caller.

. . . to another pho ne num ber (tr unk -to -tr unk tr ans fer )

Important: USE OF FEATURES, SUCH AS TRUNK-TO-TRUNK TRANSFER, THAT REQUIRE TRUNK-TO-TRUNK CONNECTIONS

WILL INCREASE THE RISK OF TOLL FRAUD. IN NO EVENT SHALL ESTECH SYSTEMS, INC. BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES WHATSOEVER INCLUDING, BUT NOT LIMITED TO, FRAUDULENT T OLL CHARGES, LOSS O F BUSINESS PROFITS, BUSINESS INTERRUPTIONS, OR ANY OTHER COSTS OR DAMAGES RELATED THERETO, ARISING FROM THE USE OF THESE FEATURES.

Blind transfer

1. While connected to an outside call, press TRANSFER and then the line access code (9, 8, or 71–76), and then the tel ephone number to which you want to transfer.

2. Hang up. Now both outsi de l ines are conne ct ed via a tru nk-to-trunk connection.

Note: If, at any point during the trunk-to-trunk transfer, you wish to return to the original call (e.g.,

perhaps you received a busy sig nal at the remote end, or the recipient si mply won’t ta ke the c all), just pre s s FLASH. This disconnects the second outsi de connect ion, r etur ning you t o (and rem oving from hold) t he original call.

Supervised transfer — announcing the caller to the called person

1. While connected to an outside call, press TRANSFER and then the line access code (9, 8, or 71–76); then dial the phone number to which you want to transfe r, and wait until t he called pe rson answers.

2. Announce the caller (e. g. , “Hello; I’ve got B ill on the line and I’m t ransferring him to you n ow.”)

3. Hang up. Now both outside li nes are conne cted via a tru nk-t o-trunk connection.

Note: If, at any point during the trunk-to-trunk transfer, you wish to return to the original call (e.g.,

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. . . to a voice mailbox

Transferring a caller to a mailbox to leave a message

1. While connected to an out side call, press VOICE MAIL and the appropriate station key — or, i f your

phone has no stati on key program m ed for this de sti nation, pre ss VOICE MAIL and TRANSFER, and then dial t he extension num ber.

2. You and the caller will be connected to t hat user’s per so nal greeting. You may choose either to

hang up immediat el y or listen to a portion of the personal greeting (i. e., to assu re yourself tha t you have placed the caller int o the corre ct m ai l box).

Note: Regardless of wh en you hang up, the caller will hear the entire personal greeting. To insure the pr ivacy

of the message, you will automatically be di sconnected at the record tone.

Transferring a user to his/her own mailbox for message pickup

You can transfer a user who’s calling from the outside directly to his/her mailbox for message pick-up by pressing VOICE MAIL

and the appropriate station key, or dialing the mailbox number and hanging up.

. . . to the main greeting

To transfer an outside cal ler to the main greeting, press VOICE MAIL and hang up.

Transferring an internal call1 . . .

. . . to another station

Blind transfer

1. While connected to an int ernal call, press TRANSFER and then either press a st ation key or di al an

extension number.

2. Hang up.

Supervised transfer — announcing the caller to the called person

1. While connected to an int ernal call, press TRANSFER and then either press a st ation key or di al an

extension num ber; then, wait until the call ed person answers.

2. Announce the caller (e. g., “Hello; I’ve got Bill on the line and I ’ m t ransferring him to you now.”)

3. Hang up.

. . . to another pho ne number

Blind transfer

1. While connected to an internal call, press TRANSFER followed by the line access code (9, 8, or 71–76)

and the telephone number to which you want to transfer.

2. Hang up.

Supervised transfer — announcing the caller to the called person

1. While connected to an internal call, press TRANSFER followed by the line access code (9, 8, or 71–76)

and the telephone number to which you want to transfer, and wait unti l the called person answers.

2. Announce the caller (e. g. , “Hello; I’ve got B ill on the line and I’m t ransferring him to you n ow.”)

3. Hang up.

Available only if system is using “Generation II • Feature Set II” system software (consult your ESI Reseller for more details).

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. . . to a voice mailbox

Transferring a caller to a mailbox to leave a message

1. While connected to an in t ernal call, press TRANSFER, then press VOICE MAIL, and then press a station key or dial an extension number.

2. You and the caller will be connected to t hat user’s per so nal greeting. You may choose either to hang up immediat el y or listen to a portion of the personal greeting (i. e., to assu re yourself tha t you have placed the caller int o the corre ct m ai l box).

Note: Regardless of when you hang up, the caller will hear the entire personal greeting. To insure the privacy

of the message, you will automatically be disconnected at the record tone.

Conference calling

To create a conference call:

1. Establish the first ca l l .

2. Press CONF

to place the call on hold.

3. Place a second call as you normally would.

4. Once connected to the second call, press CONF again to connect all of you together.

Notes: Repeat these st eps to add a f ourth member to the confere nce.

A maximum tot al of either 16 members (IV X E-Class) or 24 mem bers (IVX X-Class) can be i n confer en c es wit hi n t he system at any one tim e; how ev er, no more than four member s can be in a single co nf er en ce.

If the newest a dded-on member does not answer, press his/her station key again or pr ess FLASH to return to t he original co nf erees. If yo u pl ace any incoming caller on hold or exclusive hold (se e “Hold/exclusive hold operation, ” page E.13), yo u can add that caller, as well, to the conference by pressing CONF, retrieving the cal l f rom hold (or e xc l usive hold) and pressing CONF again.

(Continued)

If you’re using an ESI Cordless Handset, use the TRANS/CONF/PRG key each time these instructions tell you to use CONF.

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Any member of the conference can drop out by simp l y hanging up. How ever, when the station that created the conf erence hangs up, al l m embers in the co nf erence are dis connected. Indi vidual stati ons or lines conne ct ed to the conf erence can be dr opped from the conf erence by pre ss i ng t heir stati on or line key (lit green).

Note: Your installer or System Adm inistrator m ay have enabled trunk-t o-trunk conferencing (unsuper vised

conferenci ng) for your station. If so, the steps to ini tiating such a conference are the sam e as for performing any other conference (see above); the difference is that you m ay hang up, th us exiting t he conference, but the remaining members won’t be disconnected. (If this feature isn’t enabled, your hanging u p di sco nn e cts al l mem bers.)

Important: USE OF FEATURES, SUCH AS TRUNK-TO-TRUNK TRANSFER, THAT REQUIRE TRUNK-TO-TRUNK CONNECTIONS

Privacy release

This feature makes it easy t o “conference-in” on a call : j ust press a li ne key assigned t o the outside l i ne the call is using, and you’ll automatically join the call.

Call forwarding

Your stati on has been pre-p rogrammed by the i nstaller t o “call-forward” your phone when it is bu sy or does not answer (usually t o your mailbox). In addi t i on, you can temporarily call-fo rward all of your call s to another station or another user’s mailbox.

On the 24-Key Feature Phone or an ESI Cordle ss Handset:

1. Dial 5 6 5.

2. Dial the extension number (o r VOICE MAIL and then the m ail box number) to which the system

should forwar d al l calls.

On the 48-Key Feature Phone, press CFWD to use t he c a ll forwarding f eature. To turn off call forwarding, pres s CFWD

Note: If the forwarded-to station is busy or does not answer a forwarded call, the call will be returned to

your mailbox.

If you frequently call-forward your phone, you can program a programmable feature key as a call forwarding key to automatically turn forwarding on and off. If you always forward to the same extension, you can program a key with both 5 6 5 and t he extension n u mber. (For more i nformation, see “Programmable feature keys, ” pp. C.2–C.3.) The call f orwardin g key will be solid green to indicate that i t is active.

(Continued)

This feature may not be available on your system, depending on how it has been programmed. If you wish to enable this feature

on your phone system, contact your System Administrator.

As an alternative (especially on phones without the CFWD key), dial 5 6 5  without selecting a destination and then hang up.

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Call forwa r ding/no-a nswe r

Note: The ESI Cordless H andset s and 12-Key Feature Phone do not support call forwarding/no-a nswer.

One special form of call forw arding your phone can do is call ed call forwarding/no-answer. As the term implies, i t’s a for warding that occurs only aft er a call t o your extensio n goes unanswered; so, essentially, this gives you a chance to answ er the phone in ca se yo u’ re there and wi sh t o t ake the call, but automatically forwards as program m ed i f you’re either away from your phone or just choose not t o take the call. You can set your phone to call-f orward/n o-answer to an extension or mailbox. For y ou to set this, either the extension must ha ve an assigned cal l -forward/no-answer key a ssigned or you can dial 5 6 7 followed by the dest i nation number.

When you set call forwarding/no-an swe r:

• Outside calls coming into the extension will ring t here for a predetermined time and t hen be

forwarded to a designated extension or mai l box.

• If the call isn’t answered within a predetermined time, the caller will be r outed to the original

extension’s voice mailbox.

• If the extens i on is in DND mode, the call wi l l be f orwarded i m m ediately to the ext ension or mailbox.

• If the extensi on is busy — i.e., of f-hook on another c al l — and not in DND mode, call for warding/no-

answer will not be followed; instead, call waiting wi l l be initiated (if allowed) and if the cal l is not answered, will follow the fixed call forward setting (normally your voice mailbox).

To set or cancel call forwarding/no-answer:

1. Dial 5 6 7.

2. Enter the extension or m ai l box to which you are forwarding.

3. Press # to confirm.

4. Press a scrol l key ( or ) to select either ENABLE or DISABLE for call forwarding/no-an swer.

5. Press # to confirm.

Call forwarding/off-premises

You may1 also be able to call-forward to an outside number. This is called call forwarding/off-premises. When this is set , outside cal l s t hat are directed to you r extension wi l l be forwarded to the outsi de number. I f the call i sn’t answered

To set:

1. Press CFWD (or dial 5 6 5).

Enter the number (including the line group access code, such as “9”) to which you’re forwarding.

3. Press # to confirm.

Example: To call forwar d to 214 555-4141, press CFWD (or dial 5 6 5) and dial 9 2 1 4 5 5 5 4 1 4 1 # .

To cancel:

1. Press the CFWD key (or dia l 5 6 5)

2. Press

to cancel.

in time, t he call er will be routed to the extension’s voice mailbox.

Your system may not support this feature, or your extension may not be allowed to have this feature. Contact your ESI Reseller

for more info rmation.

You must press 1 to answer the forwarded call (just as with off-premises “reach-me”; see page D.3).

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Call forwarding/no-answer/off-premises

Note: The ESI Cordless H andset s and 12-Key Feature Phone do not support call forwarding/no-a nswer.

You may1 also be able t o call-forward/no-a nswer to an outside (“off -premises”) number. This is called call-forward/no-answer/off-premises. When this is set, outside calls that are directed to yo ur extension will ring for a predetermined ti me, and then be forwa rded t o t he outside number. If t he call isn’t answered

To set or cancel:

1. Dial 5 6 7 (or press an assig ned call forwarding/no-answer programmable feature key; if necessary,

review the i nstructions on page E.10).

Enter the number (including the line group access code, such as “9”) to which you’re forwarding.

3. Press # to confirm.

4. Press a scrol l key ( or ) to select either ENABLE or DISABLE for call forwarding/no-an swer.

5. Press # to confirm.

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

in time, the caller will be routed to the extension’s voice mailbox.

Note: If your sy stem is on a PRI ( ISDN Pri mary Rate Interfac e) line, and an outside caller is forwarded

off-premises to you (e.g., your cel l ph on e wh en yo u’r e aw a y fro m the of f ice) , yo u ca n view his Caller I D3 when you ha ve set ei t her cal l forw arding/off-pr emi s es or call forwarding/n o-a ns wer / of f -pr emises.

Your system may not support this feature, or your extension may not be allowed to have this feature. Contact your ESI Reseller

for more info rmation.

You must press 1 to answer the forwarded call (just as with off-premises “reach-me”; see page D.3).

For such external viewing of this data, the off-premises phone must have Caller ID service. (All cellular phones and service plans

include Caller ID service.)

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Call waiting

If you’ve enabled call waiting for your station (PROGRAM 3 1) and a second call comes in while you’re on another, a tone in your earpiece and the bottom line of your display will indicate that a second call is waiting. You can ignore the waiting call and it will be transferred t o you r mailbo x (or other destinat ion set by the Installer). To toggle between the two calls, press FLASH. To drop either call, press RELEASE while connected to the call to be dropped: this disconnects it and automatically re-connects you to the other call.

Call waiting display

Be sure to check the display when you’re using call waiting. Initially, the first line shows the name or number of you r ori gi na l c all (d ep e ndi ng o n ho w th e ca ll wa s cr ea ted ) an d th e c al l du rat i on. T he se co nd lin e s how s the name or number of the call waiting along with the duration of that call. The arrow on the display will move between the first and second lines, indicating to which call you are connected.

1. You’re connected to XYZ Company, when you hear a beep and see that Joe Smit h is calling:

Cordless Handset or 24-Key Feature Phone

(In this example, Joe’s call is being transf erred to you; i t ’s been in the system for 31 sec onds.)

2. You press FLASH and are connected to Joe. Not e how the ar row m oves to indicate the chan ge of connectio n:

Cordless Handset or 24-Key Feature Phone

Here’s an example:

48-Key Feature Phone

Note: If Caller ID is not used, the Line number will appear instead of the caller’s name or number. If Caller ID

is used, in some instances the local telephone service provider will only show a general caller status such as Unavailable, Private, or No Data Sent.

Station-to-station call waiting

You can call, or transfer a call to, another station that is in use (as indicated by the fact that its station key, if one exists for it on your ESI Feature Phone, is glowing red). This generates a call waiting tone in the other station’s earpiece and puts a call waiting indication on the bottom line of that station’s display, as exp laine d in “Call wai ting displ ay” (above). I f the person ignores the cal l waiting, your call or the transferred call will be forwarded to the perso n’s m ai lbox (or oth er destinat i on set by the inst aller).

Background announce fea tur e

(Not available on 12-Key Feature Phone.)

During call waiting, you can also make a brie f, pri vate background announcement to the station's earpiece (if its user has enabled the background announce feature; see “Station options,” page C.4). A background announce key must have been program m ed at your stati on (code 5 6 9; see pp. C.2–C.3).

1. During call waiting (as described previously), press and hold the programmed announce key to speak; the key will glow green if background announce is permitted or red if it isn’t permitted. The called station will hear your voice over t he out side person’s voice. The out side caller, however, can’t hear you. The calle d person can re spond by pres sing FLASH, which places the original call on hold.

2. Release the key when you’ re f i nished speaking.

Note: This feature wor ks onl y between ESI Feature Phones2 — and only if (a. ) the cal led per son has all owed call

waiti ng and ba ck gro u nd an nou nc e and (b.) t he called person i s using his/her ha ndset. The background announce key will be green (if these conditions are met), indicating that a background announce can be made.

A 12-Key Feature Phone shows only the first caller. Even if you hang up from the first call, the second call’s Caller ID info won’t appear.

I.e., non-ESI analog phones on the system can neither send nor receive background announcements.

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(

Hold/exclusive hold operation

The difference between hold and exclusive hold

Your ESI Feature Phone lets y ou put a call (i nt ernal1 or outside ) on either hold or exclusive hol d. Each puts a call i nt o a standby mode, but here’s the difference between the two:

• Hold

• Exclusive hol d

Hold

To place a call on hold

While on a call, press HOLD to place the call on hold. The HOLD key LED will light solid red on your ESI Feature Phone and will blink red on all other phones. Also, your ESI Feat ure P hone’s display will show the quantit y, and numerical line identificati ons, of the calls currently on hold throughout your ES I phone system:

allows anyone on the ESI phone system to retrieve the call . Users con nected to outsi de (or Esi-Link) calls can press HOLD to place the call on hold. T he system identif ies held calls as being in numericall y identified lines — e.g., “Li ne One,” “Line Four,” etc. For example, if you need to t ransfer a call to another station and know the person is in t he building but not at his/her desk, you mi ght page him/her to pick up a “call on Li ne One.”

keeps the call only at the station where the user pressed HOLD.

Cordless Handset or 24-Key Feature Phone

48-Key Feature Phone 12-Key Feature Phone

Oldest (and recallin

Newest

Oldest

and recallin

Newest

Oldest (and Newest Calls recalling) holding

To retrieve a held call

To retrieve a held call from the same ESI Feature Phone where it was put on hold, press HOLD agai n an d dial the appropriate line number (using the display for reference). To retrieve a held call f rom any idle ESI Feat ure Phone on the s ystem , press HOLD and dial the appropriat e li ne number . If retrieving a call from a different Esi-Link locati on, pres s HOLD f o llowed by a Esi-Link Locat ion Key and then dial the appropriate l i ne number from the Esi-Lin k location (for m ore on Esi-Link, see pp. H.1–H.9). After call retrieval, the Feature Phone displa y will updat e t o show lines currently holding calls.

Notes: If your phone has any line keys programmed (see page F.11), each will blink red when a call i s on hol d

on its l ines; in suc h cases, just press that line key to retrieve the held call. On th e phone where the call was originally placed on h old, such a line key wi ll blink green.

If your phone has station keys programmed (see page C.3), each will slowl y blink wh en a call

involving its assigned station is placed on hold. If you were the one who placed it on hold, the blink will be green; otherwi se, th e blink will be red. To retrieve the call, just press the station key.

After you press HOLD, the display will help you choose the line number to retrieve: the top row will show how many cal l s are on hold and t he second row will show all held calls i n the system. Ne wl y held calls are adde d f rom t he right side of t he second row.

Note: If more calls are on hold than the display can show, each side of the display’s second row will show an

arrow, indicati ng that more lines have calls on hold. Press the corr esponding scroll key (ei ther  to scroll to the left or  to scroll to the right) to view the other li ne num bers where calls are holding.

Available only on systems with “Generation II • Feature Set II” system software. For more information, contact your ESI Reseller.

(All references in this section to holding internal calls assume installation of this software.)

On previous ESI systems, this feature was called park.

On previous ESI systems, this feature was called just hold.

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Exclusive hold

To place a call on exclusive hold

To place a call on exclusive h ol d on an ESI Feat ure P hone, press HOLD for at least one second. The display will briefly appear as follows . . .

Cordless Handset or 24-Key Feature Phone

48-Key Feature Phone 12-Key Feature Phone

. . . and then retur n to its normal stat e. This exclusive hold will cause the HOLD key t o l ight solid red on just that Feature Phone (i.e., where the ke y was pressed) and none other in the system.

To retrieve a call from exclusive hold

To reconnect to a call from the E SI Feature Pho ne where the call was placed on e xclusive hold, you may do any of the following:

(a.) From a phone idle state, pr ess HOLD for at le ast one full sec ond. (b.) Press the blinking programmable feature key (see pp. C.2–C.3) that you know is pre-programm ed

for that outside (or “virtual”) line or station. This will reconnect you immediately to the call.

(c.) Press HOLD briefly and dial the appropriate li ne number. Only the ESI Feat ure P hone where the

call was place d on exclusive h ol d will displ ay an “E” next to the line (i dent i fied by number) on which the call i s holding. (T hat l ine number won’t appear on t he hol d display o n any other ES I Feature Phone, because no other F eature Phone can retrieve that call.) In the example b el ow, the Feature Phone has a call on excl usive hold on l ine 12.

Cordless Handset or 24-Key Feature Phone

48-Key Feature Phone 12-Key Feature Phone

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User’s Guide ESI Feature Phone operation

Paging

Your ESI phone system can be programmed t o allow paging through an overhead paging system and/or paging throu gh some (if page zo nes have been created) or all of the system’ s Feature Phone speakers.

Overhead pagi ng

A specific station number is designated as the overhead paging port:

• On IVX X-Class, it’s 599.

• On IVX E-Class, it’s 199.

Note: If you don’t know which system you’r e using, contact your System Administrator.

If the ES I phone system has been connected to an overhead pa gi ng system, you can page by dialing the appropri at e num ber for you r s ystem — 5 9 9 or 1 9 9 — and making your announcement after the tones. If you frequently page, assign the overhead paging port number to a program m abl e f eature key (see pp. C.2–C.3).

Paging through phones

Press PAGE 0 to page through all of the ESI Feature Phone speaker s. P ress PAGE and then enter a programmed paging zone, such as 1 or 2 (see th e Sy st em Ad mi nistrator fo r a li st of pa ge z on e s). Pressing 0 pages all zones. The Installer may have added an overhead page system to one or more of these page zones. The number of available z ones will vary according to whic h E S I system you have.

Notes: Phones i n use or in do-not-disturb mode will not carry a page through their speakers. An ESI Cordless Phone carri es a pa ge onl y t hro ug h a con ne ct ed he ads et .

To page for pickup of a n out s ide cal l

To page someone to pick up an outsi de call:

1. Place the call on hold b y pr essing HOLD.

2. Verify the line numbe r from the display.

3. Page the person and announ ce t he hold location for ret rieval. For ex am pl e: “Sarah, you h ave a call on Lin e Two — Sarah, Line Two, please.”

Call pickup

From your station, you can answer a call ringing at another station or department by pressing  and then either dialing the extension or (if the destinat i on is programm ed i nt o one of yo ur k eys; s ee “Programmable feature keys,” pp. C.2–C.3) pressing the station key for the ringing station.

During night mode (s ee page F.13), if a night bel l i s in use instead of t he night auto attendant, press

PICK UP 0 t o acce ss the ringing outside cal l .

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Optional features

Live outside call s

If your stati on has been designated to rece i ve live outsi d e calls — i.e., those that have neither come through the auto attendant nor been transferred — your ES I Feature Phone will: (a.) Display t hat you are receiving an outside call (b.) Ring with a double cadence (internal calls ring wit h a single cadence).

While you’re on a call, ad dit ional live calls to you r stat ion will ring with a seconda ry ring (see pa ge C. 5). To answer any additional c al l s, you must do one of the following:

• Disconnect f rom the curre nt call.

• Transfer the current call.

• Place the current call on hold.

Y ou can p re ss RELEASE to dr op a cu rr en t ca l l an d aut om at i cal l y be c onn e ct e d to th e ne xt ri ng i ng ca ll .

Note: If your station is able to receive both live out si de calls and calls tran sf erred to you fr om the a ut o

attendant, you may wish to turn off call waiting at your station (to avoid confusion between a call wai tin g tone in your earpiece and a secondary ring from a live outside call).

Operator station

If your stati on has been designated as the operator station, you will al so receive calls when a caller dials 0 in the aut o attendant or from a stati on.

Your display will indi cate t hat the call ringi ng is one of the following:

• A call for t he operator — Someone d i aled 0.

• A call for you r ext ension — Someone dial your extens i on number.

As the operator, you may be responsible to manually change t he Day/Night M ode of the system (or tenant of whi ch y our Feature Phone is a member); i f so, you must prog ram a programmable feature key to perform this (init ially, t he upper lef t ke y will b e t he day/night mode key). Each time the key i s pressed the display will change: DAY, NGT, DAY2, NGT2, HDAY or AUTO. (night mode), DAY2 (day2 mod e ), NG T 2 (night2 mode) or HDAY (holiday mode ), the system (or t e nant) will operate in the selecte d mode unt il you manually change it again.

If you select DAY (day mode), NGT

AUTO indicates that the system will follow the day/nigh t mode tab les programmed by the Installer .

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Special keys

FLASH

The FLASH key se rves se ve ral pu rposes:

• Getting a fresh dial tone without replacing the handset — When connected to an outside line, press

FLASH to automatically disconnect and receive fresh outside dial tone. (See also “RELEASE,” below.)

• Sending a flash hook signal — If operating behi nd Centrex

flash hook signal automatically to either the phone company’s central off i ce or t he host PBX. Either

may use this signal to provide you with ad di tional feat ures.

• Toggling between calls — If you hear a call wai ting tone whil e on a call, press FLASH to toggle

between the t wo c al l s.

REDIAL

Note: If using an ESI Cor dless Handset, you must as sign this function to a programmable feature key (se e

“Optional featur es,” p age F.12).

The REDIAL key allows you t o automatically call a stored nam e and num ber as shown b el ow:

To . . . Press REDIAL . . .

Redial the last number called When your station is idle

. . . or . . .

After first lifting the handset or pressing SPEAKER

Automatically respond to a m essage During message playback with Caller ID

or a PBX, press FLASH to transmit a

RELEASE

The RELEASE key serves se veral pu rp oses:

• If pressed when connected to a call through t he handset, it disconne cts t he call and gi ves you

internal dial tone.

• If pressed when you’re conne ct ed to a call via t he speakerph one, it disconnects the call.

• If pressed during call waiting, it drops the current call and automatica ll y connects to t he wai ting call .

Notes: The hookswit ch al so acts as a combinati on FLASH/RELEASE key (and is the only way to perform

these fun ctions on a 12-Key Feat ure Ph on e, whic h ha s neit her a FLASH key nor a RELEASE key) . T o send a flash hook signal, quickly press the hook switch once. To release (disconnect), hold down the hookswitch for one second.

To hang up when using an ESI Cordless Handset, press TALK or put the handset in its charging cradle.

A special service your phone company may offer. See your administrator for further details.

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Special keys User’s Guide

Esi-Dex

(Not available on ESI Cordless Handset s or 12-Key Fe ature Phone.)

Esi-Dex (“ea sy De x” ) is a powe rf ul f e at ur e th at let s you ac ce ss an d aut o- d ia l st o red nam e s and n umb e rs. You may access name s and numbers from as many as four different Dexes (i.e., indexes):

Dex Source

Personal Dex Names you’ve st or ed for yo ur us e (see “ Ad di ng nam e s to your Per so nal Dex, ” below) Statio n Dex All station, departme nt, and guest m ailb ox names programmed by the Installer System Dex1 All sy stem spe ed- di al n ame s set up b y the System Administrator Location Dex2 All location names on your E si-Link net work, which links to the St ation Dex, pr ogrammed

by the Installer

Esi-Dex prompts displayed on a 48-K ey Feat ur e Phone

Prompt What it means

[Arrows] Move in the direction of t he arro w as desired

BACK

DEL DIAL EDIT

LOC

NEW NEXT

PAUSE

PER

STA STOR

SYS

Moves backward to previous screen/record Deletes a specifi c name a nd/or number shown on t he display Dials the phone number Edits i nformation s hown o n the display Select s Lo cation Dex Creates a new r ecord in Esi- Dex Moves t o next r ecord or programming prom pt Inserts a three-s econd pause i n a phone number (if r equir ed for proper dialing) Selects Personal D ex Selects Station Dex Stores a nam e and ph o ne num ber Selects System Dex

The System Dex is available only if the System Administrator has programmed system-wide speed-dial numbers.

The Location Dex is available on only Esi-Link-enabled systems.

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



Auto-dialing using Esi- Dex

. . . On the 24-Key Feature Phone

1. While your station is i dle (or just after receiving dia l tone), repeatedly press ESI-DEX to select the desired Dex:

Notes: System Dex and Lo cation Dex aren’t avai la ble on e ver y sy st em .

For the remainder of this example, we’ll assume you selected Personal Dex. However, the procedure is the same for any of t he other Dexes.

2. Choose the desired name f rom t he selected De x, using one of two m et hods.

Either:

(a.) Scroll — Press the scroll key s (

the name (names will appear in the order i n which they were stored in the Dex). . . . Or . . . (b.) Dial-by-name — Dial up to the first three c haracters

mailbox name. F or example: if you want to call John Doe, di al 5 6 4 (because it sp el ls J O H).

You’ll begin to see names that begin with those letters. You can t hen use the scroll keys (

and

) until you fi nd t he desired name and number .

and ) to look up an d down t hrough the Dex until you fi nd

of the extension, departm ent, or guest

3. Press ESI-DEX again to dial the number.

. . . On the 48-Key Feature Phone

1. While your station i s idle (or just after receiving dial tone) , press ESI-DEX. This causes the Esi-Dex menu to appear, as shown:

2. Press a key to choose the appropriate Dex —Station Dex (STA), Syst e m Dex (SYS), Locati on Dex (LOC) or Person al Dex (PER) — or press RELEASE to cancel the procedure.

Notes: System Dex and Lo cation Dex aren’t avai la ble on e ver y sy st em .

For the remainder of this example, we’ll assume you selected Personal Dex. However, the procedure is the same for any of t he other Dexes.

The display now reads:

(Continued)

You can also dial just one or two characters, and then press # to enter.

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





3. Choose the desired name f rom t he selected De x, using one of two m et hods. Either:

(a.) Scroll — Press the scroll key s (

and ) to look up an d down t hrough the Dex until you fi nd

the name (names will appear in the order i n which they were stored in the Dex). . . . Or . . . (b.) Dial-by-name — Dial up to the first three c haracters

of the extension, departm ent, or guest mailbox name. F or example: if you want to call John Doe, di al 5 6 4 (because it sp el ls J O H). You’ll begin to see names that begin with those letters. You can t hen use the scroll keys ( and

) until you fi nd t he desired name and number .

4. Press DIAL to place the call .

Adding names to y o ur P er sona l D ex

You can add names t o your Personal Dex by using eit her the Caller ID method or the manual method. The Caller ID m et hod is the same regardless of w het her you’re using a 24-Key or 48-Key Feat ure Phone; however, the manual m et hod i s used differently on each phone model.

Caller ID method (on either Feature Phone)

Whenever a Caller ID name appears on your LCD display (w hi le t alking on an incom ing call or during message retrieval) pres s ESI-DEX to automat i cally store the name and number in your Persona l Dex. The display confirms:

24-Key Feature Phone

Manual method (on the 24-Key Feature Phone)

While your st at i on is idle, press ESI-DEX until prompted t o “A DD-A-NAME” . . .

. . . and then ent er the name and the num ber as prompt ed.

48-Key Feature Phone

Note: If needed, press HELP for assistance.

1. To enter each character f or the name, pre s s t he di alpad key th at i ncludes the de sired character. The key’s possible character entries will change each time you press the key.

2. When the desired character appears, press # to confirm its entry. The cursor will move to the next character position. Use

Example: To enter a B, press 2 twice (the possible options through which to scroll are A, B, C and 2) .

When B appear s, pres s # to confi rm and m ove to the next entry.

and  (the scroll keys) to back up or to insert a space.

(Continued)

You can also dial just one or two characters, and then press # to enter.

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

3. Repeat steps 1–2 until t he nam e is complete. The name may contain up to 15 charact ers (a space

is a character, too).

4. Press # again when finished entering the name.

5. Now, enter the number — including, i f necessary, the line acces s c ode 9 (or 8 or 71–76).

Note: Use the  scr oll ke y to ent er special characters; use the  scroll ke y to backspac e. You also can

use the scrol l keys to view the n umber after it ’s saved. To change the number, you must del e te it and then re-enter it as de sired.

6. Press # to confirm the entry.

Manual method (on the 48-Key Feature Phone)

1. While your station i s idle (or just after receiving dial tone) , press ESI-DEX. This causes the Esi-Dex

menu to appear, as shown:

Note: Your displ ay ma y differ, depen din g upo n t he avai l abi l it y of cer t ai n De xes on yo ur sy ste m.

2. Press PER to choose the Personal Dex. The display now reads:

3. Press NEW.

4. To enter each character f or the name, pre s s t he di alpad key th at i ncludes the de sired character.

The key’s possible character entries will change each time you press the key.

5. When the desired character appears, press # to confirm its entry. The cursor will move to the next

character position. Use

Example: To enter a B, press 2 twice (the possible options to scroll t hrough are A, B, C and 2). When B

appear s, pr e ss # to confi rm and m ove to the next entr y.

and  (the scroll keys) to back up or to insert a space.

6. Repeat steps 4–5 until t he nam e is complete. The name may contain up to 15 charact ers (a space

is a character, too).

(Continued)

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



7. Press NEXT when finished entering the n ame. You will see the display for entering the number that goes with the name you entere d.

8. Enter the number — including, i f necessary , the line access code 9 (o r 8 or 71–76). To insert a two- second pause, press PAUSE.

Note: Use the  scr oll ke y to ent er special characters; use the  scroll ke y to backspac e. You also can

use the scrol l keys to view the n umber after it ’s saved. To change the number, you must del e te it and then re-enter it as de sired.

9. Press STOR to confirm the entry, which the phone will show briefly before returning to the Personal Dex display .

10. To make another name/number entry, repeat steps 3 –9. To finish, press BACK.

Deleting nam es fr om your P ers onal D ex

. . . On the 24-Key Feature Phone

1. While your station is i dle (or just after receiving dia l tone), repeatedly press ESI-DEX to select the

Personal De x:

2. Choose the desired name f rom t he Personal De x, using one of t wo methods.

Either:

(a.) Scroll — Press the scroll key s (

and ) to look up an d down t hrough the Dex until you fi nd

the name (names will appear in the order i n which they were stored in the Dex). . . . Or . . . (b.) Dial-by-name — Dial up to the first three c haracters

of the name. For example: to b ring up the listing for First International Bank, dial 3 4 7 (becaus e i t spells F I R). You’ll begin to see names that begin wi t h t hose letters. You can then use the scroll keys (

and ) until you fi nd

the desired nam e and number.

3. When the desired name and numb er appears . . .

. . . delete t he ent ry by pressing either

You can also dial just one or two characters, and then press # to enter.

or HOLD.

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

. . . On the 48-Key Feature Phone

1. While your station i s idle (or just after receiving dial tone) , press ESI-DEX. This causes the Esi-Dex menu to appear, as shown:

2. Press PER to choose the Personal Dex.

3. Choose the desired name f rom t he Personal De x, using one of t wo methods.

Either:

(a.) Scroll — Press the scroll key s (

and ) to look up an d down t hrough the Dex until you fi nd

the name (names will appear in the order i n which they were stored in the Dex). . . . Or . . . (b.) Dial-by-name — Dial up to the first three c haracters

4. Delete the entry by pre ssing HOLD.

and ) until you fi nd

You can also dial just one or two characters, and then press # to enter.

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

Using Esi-Dex: An example

Let’s say you’ re on a call wit h t he XYZ Company — XYZ COMPANY appears on your display — and you wish to sav e the name and numbe r f o r f uture use. Just press ESI-DEX. Your display will confirm that the inform ation has been stored. described bel ow for each model of ESI Feat ure P hone.

. . . On the 24-Key Feature Phone

1. Press ESI-DEX until you see PERSONAL DEX on the display.

Then, to call the XYZ Company in the future, use Esi-Dex as

2. Enter 9 2 5 (W A L). The display will show the fir st st ored name that st arts with the charact er range from WAJ to YCL.

3. Press the scroll keys (

and ) until XYZ COMPANY appears in the di splay.

4. Press ESI-DEX again. This dials the number for the XYZ Company .

Important: The number dialed (i f st ored from a Caller ID) will be the n umber for the actual li ne used by the

caller, and may be different than the caller’s listed number. Additionally, some local calls may not be auto-dialed correct ly , dependi ng on the limit atio ns of your area’s local dial ing plan. You may wish to create a manual listing for the se. Consult your Adm inistrator i f you need more help.

. . . On the 48-Key Feature Phone

1. While your station i s idle (or just after receiving dial tone) , press ESI-DEX.

2. Press PER to select t he Personal Dex.

(Continued)

If the number is already in your Personal Dex, the message ALREADY STORED will appear on the display. This indicates

Esi-Dex has prevented storing the same number multiple times.

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

3. Enter 9 2 5 (W A L). The display will show the first st ored name that starts wit h the chara ct er range

from WAJ to YCL.

4. Press the scroll keys (

and ) until XYZ COMPANY appears in the di splay.

5. Press DIAL. This dials the number for the XYZ Com pany.

Important: The number dialed (if stored from a Caller ID) will be the number for the actual line use d by t he cal l er,

and may be different than the cal ler’s listed number. Additional ly, some local calls m ay not be auto-dialed correctly, depending on the limitations of your area’s local dialing plan. You may wis h to create a manual listin g for these. C onsult your administrat or if you need further assistan ce.

System speed-dialing with Esi-Dex

If your admini strator ha s programmed system speed-dial num bers, you can acces s one of these numbers either via Esi- Dex, as explained i n t he foregoing discussi on, or auto-dial it by dialing its corresponding three-digit access n um ber (in the range 600–699).

Example: If an out-of-town fact ory locat ion has been pr ogram med as system speed-di al access number 605, you

can lif t the handset, receive internal dial tone, dial 6 0 5 and this will automatically dial the factory’s number. You may also program 605 (in this example) as a programmable feature key (see page C.2).

Override ring

(Not available on 12-Key Feature Phone.)

The override ring feat ure lets you place a call — station-to-st at i on, outside line or Esi-Lin k — or leave a voice message when another call is ringing.

Placing a ca ll us ing the ov er r ide r ing fea tur e

First, program a featur e key1 to be an Override Ring Key — by assigning to it t he function code 5 8 0. Then, to bypas s an incoming stati on or line c all :

1. Before you begin the call, press the Override Ri ng K ey you prog ram m ed. When you do this,

don’t take the hand set off-hook and don’t press either a preassigned headset key (s ee page F.13), a preprogrammed line key or SPEAKER.

2. Once you receive dial ton e, pick up the handset and proceed with your call as you normall y would.

The incoming c al l wi ll be rerouted to the for warding destination (such as your voi ce mai l box) your Installer or System Administrator h as set for your statio n.

Notes: Any other feature keys not mentioned above will neither answer a call nor initiate the override

ring feature.

Use of the Over ride Ring Key also o verrides any outside dial tone preference (see page F.11) that may

have bee n set for your st ati on.

See “Programma ble feature ke ys, ” pp. C.2–C.3, fo r full details.

The override ring feature has no effect on calls ringing in from a hold recall, a queued line or an Esi-Link channel.

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

Message monitor mode (live call screening)

(Not available on 12-Key Feature Phone.)

Message monitor mode, or live call screening, lets you hear a caller leaving a message in your mailbox, just as with y our home answeri ng m achine. You turn this f eat ure on or off as part of user programming — PROGRAM 3 6. While you hear the caller through yo ur speaker , you have the following options:

Option Result

Lift the handset You intercept the call Do nothing The system records the message to your mailbox for your later retri eval Press MUTE/DND Temporarily mutes your speak er (th e system continues to record the message to

your mailbox)

Note: During monitor mode, you will hear a call ring, then subdued ringing while the caller is hearing your

personal greeting, then th eir mes sage. You can intercept the call at any ti me.

Personal greeting reminder

If you frequently change your personal greeting, use this option; it set s your station t o remind you of your current greeting. The fi rst time you use your phone after i t has been idle (for t he period you set in this function), t he system automatically plays your current greeting (and gives you the optio n t o change it ). The range is 0 (no reminder) to 500 hours. To set this, press PROGRAM 3 2.

Example: If you change yo ur per so nal gr eet i ng on ly wh en out of to wn for a few day s, set the r eminder interval

to 72 hours; you’ll be remi nded if your phone hasn’t been used f or three days or if you’re away for a couple of days. If you ch ange your gre eting several times a day, set the reminder for about 3 hours.

Headset operation

You can use a headset1 with your ESI Feature Phone. U nl ess you’re usi ng an ESI Cordless Handset2, you must program one of your programmable feature keys to be a head set key features,” p p. F.12–F.17) that you’ll use to conne ct t o or di sconnect from a call. Th e key will blink green whe n a cal l i s ri n gi n g and glow green when connected. If you have a head set connected and t he phone is off-hook, pressing the scroll ke ys (

and ) will adjust the headset volume. After you initiate or answer a call u sing the headset key, li f ting the phone’s handset automaticall y t akes you out of headset mode. To switch back to headset mode while on a cal l , press the headset key again and t hen place the phone’s handset on-hook.

Notes: On a Generation I system,4 you must have a headset key3 programm ed as on e of your pr o gra mma bl e

feature key s (see “ O ther featur e keys,” pag e C.3) that you’ll use to connect or di sconnect from a call. The key will blink green when a call is ringing and glow green whe n conn e cte d. Y ou tur n hea dset mode on or off in user programming (PROGRAM 3 3). If you turn off headset mo de whil e the headset key is glowing gree n (i.e., in use), the phone will stay off-hook until you again turn on headset mode.

If a headset key is program med, t he phone handset must be in the cradle f or pro per headset o peration.

Not all headsets are compatible with your ESI Feature Phone; contact your ESI Reseller for a list of compatible models.

Once a headset is plugged into an ESI Cordless Handset, audio is automatically transferred to the headset, so there is no need

to program a headset key if using a Cordless Handset. For headset use with a Cordless Handset, ESI supports only the headset that’s sold specifically for the two Cordless Handset models. Contact your System Administrator for more information.

Not available on a 12-Key Feature Phone.

If unsure which system you have, consult your System Administrator.

(see “Opti onal

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Outside dial tone preference

If you make mostl y outside call s, y ou m ay f i nd this sett ing helpful. I t tells your station to c onnect automatical ly t o an availabl e outside lin e; i.e., you don’t have to dial 9 (or 8 or 71–76) before the phone number. Therefore, when you l i f t the handset o r press SPEAKER, you will immediately receive an outside dial t one from the hi ghest-numbered line avai l able to you.

Notes: To plac e an internal call while in this mode, press the appropriate statio n key or (a.) press TRANSFER

to switch to internal dial ton e and (b. ) then dial the extensi on number.

On a Cordless Handset, press TALK to recei ve internal dial tone.

Line keys

If some of your programmable feature keys have been programmed as line keys (you can program line keys by using PROGRAM 2), press an unlit key to access the line. An outside call transferred to your station can be answered by simply lifting the handset or pressing SPEAKER. You do not have to press the line key. The LED indicat i ons for the l ine keys are:

LED Line status LED Line status

Solid red In use Bli nki ng gr e en Ringin g at your stat i on Solid green Connected to your stati on Slowly blinking red On hold by another station Blinking red Ringing at anot her st ation Slowly bl inking green Held by you

Notes: Dialing 9 (or 8 or 71–76) to be assigned a line automatically is always available. Each ESI Cord le ss Ha nd set has o nly r ed LEDs, a nd onl y on it s four pr o gram ma bl e feat ur e k eys.

The ill umination activity (such as blinking) otherwise is similar to that described above.

Privacy release

This feature makes it easy t o “conference-in” on a call : j ust press a li ne key assigned t o the outside l i ne the call is using, and you’ll automatically join the call.

Private line

If a private line ha s been assigned to your station, you must have a l i ne key programmed (see pp. C.2– C.3) in order to access it.

This aspect (i.e., that it’s always the highest line available to you) can’t be changed.

This feature may not be available on your system, depending on how it has been programmed. If you wish to enable this feature

on your phone system, contact your System Administrator.

F.11

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Special keys User’s Guide

Optional features

The followi ng optional features may be accessible from your stat i on. See the Administrat or f or detail s. In many of the cases you can dial the appropriate feature code (one that st arts with 5) to activate or use the feature. I n some instances, you must use a programmabl e feature key to serve as an on/off key for the feature (see “Program mabl e feature keys,” page C.2 ).

Note: In the codes below, DDD = ACD departm ent number an d XXX = extension number..

Code Feature key Page

199 or 5991 Overhead page E.15

560 Manual day/night mode F.13 Y Y 561 Service observing F.13 Y Y

5DDD ACD agent log on/off I.1 Y Y

562 ACD agent wrap I.2 Y Y

563DDD ACD Administrator I.5 Y Y

564 Headset key F.13 Y 565 Call forward key F.13 Y Y Y

565XXX Forward to a destination F.13 Y Y Y

566 Redial F.1 Y 567 Call forward/no-answer key E.10 Y 568 Message monitor key F.10 Y Y 569 Background announce key F.14 Y Y 570 Conference E.8 Y 571 Personal Greeting 1 F.14 Y Y Y 572 Personal Greeting 2 F.14 Y Y Y 573 Personal Greeting 3 F.14 Y Y Y 574 Calle r ID key F.15 Y

575 and 576 Virtual answer keys F.16 Y Y

577 QuickPage F.16 Y Y 578 Mute/DND F.16 Y (DND only) 579 Voice mail F.17 Y 580 Override ring key F.9 Y Y 582 Record F.17 Y 583 Quick Switch F.17 Y 584 Account codes F.18 Y Y Y

12-Key Phone

ESI Cordless

Handset

24/48-Key

Phones

(Continued)

599 on IVX X-Class, 199 on IVX E-Class. If you don’t know which system you’re using, consult your System Administrator.

F.12

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User’s Guide Special keys

Manual day/ni ght m ode (C ode 56 0 )

You can use a prog ramm abl e feature key to manually c hange the system ’ s mai n auto-att endant greeting, i nc om i ng call destinat ions, and CO line group acces s. display switche s among: DAY, NGT, DAY2, NGT2, HDAY (holiday) or AUTO.

Tip: To keep the system from being taken out of this mode, plac e it in auto and then delet e the programmable

featur e ke y’ s pr ogr amming.

Notes: The System Administrator can al so change the mode and/or re-record the holid ay greet ing remotel y to

handle unexpected closings, su ch as for inclement weather. If a second or ganization or business (“tenant,” in telephony temrs) is sharing the phone system, switching between day and night mode also ch anges that tenant’ s day/night mode.

Each time the key is pressed, the

Service observing (Code 561)

Your administrator may assign service observing capability to those users who need to monitor others’ calls si lently (e.g., i n order to aid in qualit y assurance of cal l activity). To begin service obse rving, press the assigned programmable feature key (or dial code 5 6 1), followed by an extension numb er or station key. T o discontinue observing, press the station key again or hang up. As you observe another station’s incoming cal l, your display shows to whom that station is connected and how long th e call has lasted.

Note: The Administrator must author ize service observing for your station, and the In staller must program the

list of all ow ed extensions.

Headset key (Code 564)

Note: It’s unnecessary to program this key on an ESI Cordless Handset; one simply plugs in or unplugs a

headset as desired.

This key provides for easy connecting to/ disconnecting from calls when operating in headset m ode (see “Headset operation,” page F.10). Press the key to re ceive dial tone or to answer a r i ngi ng call. P ress the key again or pres s RELEASE to disconnect f rom t he call.

Call-forward key (Code 565 or 565XXX)

Note: The 48-K ey Feature Phone has a dedi cat ed ca l l- for w ard k ey ( CFWD).

If you frequently call-forward your phone (see “Cal l f orwarding,” page E.9), you can pro gram a programmable feature ke y as a call forwarding key to aut om atically turn f orwarding on and off. If you always forward to the same extension, you can program a key with both 5 6 5 and the ext en si on n um ber .

Redial (Code 566)

This redials the outbound number (i.e., not internal extension) most recently dialed from your station.

(Continued)

Depending on how the Installer has programmed your system, day and night mode for incoming calls and CO line group access

may not change upon use of this key.

AUTO indicates that the system will follow the day/nigh t mode tab les programmed by the Installer .

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Special keys User’s Guide

Call-forward/no-answer key (Code 567)

Note: Not available on an ESI Cordless handset.

Enables or di sables the cal l -f orwardin g/ no-answer f eature. When this feature is enable d and someone calls your station but receives no answer, the call will go to the destination you’ve programmed (for more details, see page E.10). The diff erence between this feature (Code 567) and tr adi tional cal l forwarding (Code 565) i s t hat , with thi s f eature, your phone actuall y rings fir st bef ore going to t he selected desti nation.

Message monitor key (Code 568)

Easily toggle the message moni t or mode on or off with thi s k ey. (Otherwise, you can perf orm the toggle by pressing PROGRAM 3 6 and fo l l owing the prompt s.)

Background announce key (Co de 569)

During call wai ting, yo u can also make a brief, private background announcement (see “Background announce feat ure,” page E.12) to the stati on's earpiece (if the st ation user ha s enabled this f eat ure). Hold down the key u ntil you hear a beep, then begi n talking; rel ease the key when finished.

Personal greeting keys (Codes 571–573)

These keys wil l provide for e asy activation of one or mor e of your personal greetings (see “Personal greetings,” page D.1). The key's LED will be green for the as soc i ated personal greeting that is active. These keys can be u se d i n pl ace of or in conj unction with manual activation of the greetings i n programming mode.

Note: For ACD key programming, see “ACD agent operation,” pp. I.1–I.5.)

(Continued)

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User’s Guide Special keys



 

Caller ID key (Code 574)

Notes: Not available on an ESI Cordless Handset. This works only if you ar e re c eiving Cal l e r I D service fr om y o ur pr o v i d er . C o ns ul t y ou r A dm i ni s trator,

if needed.

Press this programmable feature key to see the stored Caller ID records for your extensi on’s 25 most recently recei ved cal l s . U se t h e scroll keys ( / ) to view Caller ID information from different calls. (The system stores Caller ID records for only ext ensions which have a Calle r I D key assigne d; so, when you first assign the key, you’ll hav e no previous record s thro ugh which to scroll.)

The phone display will also indicate each call’ s cl assification as shown in this chart ; also, if this is the first time you’re seeing this particular call’s record,

appears to the lef t of this indication.

Classification

Answer ed by the station Missed call (abandoned call) Went to your voice m ailbox Answer ed by “other” means (call- forwarding, use of someone

else’s PICKUP key, etc.) New recor d

On 48-K ey Phone,

While a record is on the disp l ay, you may do the following:

• To dial the caller displayed, p ress REDIAL.

• To view the telephone number (rat her than t he nam e), press 2.

• To delete a record, press 7 while the record i s on t he display.

• To store the record in your Personal Dex, press ESI-DEX.

To finish, press the Caller ID key agai n (or press RELEASE).

(Continued)

On 24-K ey Phone,

third line

ANS A

MISS M

VM V RE R

second line

Not applicable to a 48-Key Feature Phone, which shows both the number and (if included in the Caller ID record) the name.

F.15

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Special keys User’s Guide

Virtual Answer Keys (Codes 575, 576)

Note: This works only if call waiting is enabled for your station. Consult your administrator if needed.

You can program a V irtual Answer Key to play a greeting t o a caller when you r ext ension is bus y and route the caller to a desi red destinat i on by pressing this key. Program a programmable functi on key with either 5 7 5 or 5 7 6. Prompts will instruct you in how to record the greeting and program the caller’ s destination.

The destinati on can be eithe r t he default cal l wai t i ng or another st ation; the sy st em takes the caller there after playing the reco rded greeting. Wi th call wai ting, the sy st em pl ac es t he caller o n hol d as call wa i t i ng (“camping on”) for you r st at ion; if the caller can ’ t wait, he/she may (a.) press 1 to reach your voice mail, (b.) enter another extension or (c.) press 0 to r each the Operator. With another station selected, the call is forwarded to the station.

To record the greeting f rom an i dl e phone:

1. Press the chosen programmabl e function key; then press RECORD.

2. Follow the prompts to record the greet i ng and program the destination. Sample greetings for Virtual Answer Keys:

“Hello. Thi s is Harvey. I’m current ly on another li ne, but I’ d really like to speak to you. P l ease hold and I’ll be with you shortly. However, if you do not wish to wait on hold, press 1 to leave me a voice message. You may also either dial another extension or press 0 to reach the Operator.”

“Hello. This is Bill. I ’m cur re nt l y on another line, but I have been notified of y our call. I am sending your call to our Sales Department administ rator for m o re immediate as si stance. Please remain on t he line as your call is bei ng t ransferred. Thank you.”

Note: If a caller pres ses 1 to go to your voi ce mail, the call will go into that extension’s mailbox, regardless of

whatever cal l-forwarding sett ings your ESI Installer has made. Here’s an example. The Installer has set the call-forwar ding for extension 101 to go to mailbox 102. The user at extension 102 uses a Virtual Answer Key to answer a call, and the caller presses 1 when prompted to go to voice mail. That caller will go to mailbox 101 — not mailbox 102.

QuickPage (Code 577)

Normally used by an operator, this key lets you quickl y p ut on hold, and page, a station u ser. While on an outside-l i ne call, you can press a Quic kP age k ey, then enter a station number (or pres s a programmable feature key programmed f or an e xtension) and the system will automatically page the

person

, then forwa rd t he call to th e person’s voice mailbox if he/ she doesn’t answer.

Mute/DND key (Code 578)

This multi-mo de key’s funct i on varies, depending upon whet her the phone is on a call or idl e:

• If the phone is on a call (off-hook) — Mutes the microphone so that the person on the other end of

the line can’t hear you.

• If phone is idle (on-hook) — Puts the phone i nt o do-not-dist urb (DND) mode, sending call ers

direct l y to your voice m ailbox

Note: When programmed on an ESI Cordles s Handset , this key performs only the DND fun ction; to mute or

“un-mut e” an ESI Cordless Handset, use th e ke ys on it s si de.

(Continued)

The system will access the paging zone for the extension and play the user’s name as recorded in the directory (if no name is

recorded, it will page by extension number) followed by the phrase “you have a call on hold” and the line on which the caller is parked — e.g., “John Doe, you have a call on line 21.”

Or, alternatively, to other routing (such as the Operator or another coworker’s extension) set by the Installer.

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User’s Guide Special keys

Voice mail (Code 579)

Allows a 12-Key Feature Phone (which la cks a dedicated VOICE MAIL key) to have voice mai l access.

Warning: To use voice mail from a 12-Key Feat ure Phone, you must assi gn this code to a progr am mable

featur e key. Failing to do so will disable the mailbox. (When you try to access a disabled mailbox, the system will notify you that it’s disabled.) You still can retrieve previously left messages and ac cess user programming, but the mailbox won’t be able to receive new voice messages. Therefore, to enable the mailb ox, assign key code 579 to a pro grammable feature key.

Override ring (Code 580)

The override ring feat ure lets you place a call — station-to-st at i on, outside line or Esi-Lin k — or leave a voice message when another call is r ingi ng. For full details on use of this f eature, see “Override ring,” page F.9.

Record (Code 582)

Note: Available for only ESI Cordles s Handsets and the 12-Key Feature Phone.

Press this key to record any phone conversation — or, when the Cordless Handset is idle, t o record a personal mem o. F or m ore detail s on using your ES I phone system’s call recording features, refer to “Live reco rdi ng,” page D. 7.

Quick Switch™ (Code 583)

Important: For t he Quick Swit ch feat ure to wor k, your I nstal ler or System Administ rat or must have pr ogrammed

a relationship between your de skt o p exte n sio n and Cordless Handset; an d, ob vio u sly, you’ll want to pro gram the k ey on b oth t he des kt op Fe at ur e Pho ne a nd the Cordless Handset.

Press this key to transfer an active call between a desktop ESI Feature Phone and an ES I Cordless Handset (ei ther direct i on).

Quick S w itch ring opt ions

When both the des kt op extensio n and Cordless Ha ndset are idle, press the Quick Switch key. Follow the visual and audible prompt s and use the scrol l keys to chang e t he programmable opt ions conce rning what happens when a caller d i als (or is transferred t o) either your desktop phone or Cordless Handset:

• RING DESKTOP — Only the desktop phone will ring.

• RING CORDLESS — Only the Cordless Handset will ring.

In either of the tw o cases above, re- rout ing (including to a voice mailbox) will follow the desktop phone. The other choi ce is:

• NO RING OPT — I f a caller dials (or is transferred to) t he desktop phone, only that phone rings. I f the

caller dia l s (or is transferred t o ) t he Cordle ss Handset, only the Cordless Hands et rings. Re -routing follows whichever phon e rang.

(Continued)

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Special keys User’s Guide

Performing Quick Switch

While you’re on a call, or while a call is ri nging to the de sktop, the Qui ck Switch key on your desktop Feature Phone gl ows solid green; this indicates that you can perform a Qui c k S witch. To transfer the call to your Co rd l ess Handset:

1. Press the Quick Switch Key. This “blind -t ransfers” the call to t he ESI Cordless H andset, causi ng i t

to ring, whi l e simultaneo usly disconne cti ng the desktop Feature Phone.

2. On the Cordless Handset, answer the ri nging call by pressing TALK. Once again, the Quick Switch

key on the desktop Feat ure Phone glows gr een to indicat e t he ability to perform a Quick Swit ch.

3. When and if desired, press the Quick Switch key on the deskop Feature Phone. This “blind-transfers”

the call back t o the desktop Feat ure Phone, causing it to ri ng, while simultaneously di sc onnecting the Cordle ss Handset.

Of course, you c an do t his in exactl y t he reverse order — i.e., if you start out with a call on your Cordless Ha nds et, you can Quick Switch it to y our desktop phone and, if de sired, back again.

Notes: If you transfer a cal l uni ntentionally, pressing FLASH won’t retr i eve th e call . Howe ver, you can perform

anoth er Quick Switch or use the PICKUP key to pick th e call from the ringing extensi on (i.e., pre ss  follo wed by the extension number).

If (a.) you’re on a call and (b.) another call comes in and (c.) you Quick Switch the active call to the

other phone ( desktop or Cordles s) . . . t he call-waiting caller wi ll continue to ring and f ollow regular system rout in g ( such a s to yo ur voice mailbox) if not answ er e d in som e ma nner.

Account codes (Code 584)

The account code s key lets you assign an account c ode to a specific call. The s ystem st ores thi s in a record whi ch yo ur company can use for tracking purpos es. This can be especially hel pful in environment s s uch a s legal off i ces, consultan cies, advertising agen cies and others where it is cri t i cal to confirm billable hours for your clients.

Note: For exact c od es to be us e d, con s ult your Sy stem Administrat or .

During a call, press the key and enter a designated account code. The code must be numerical only — i.e., between 0 and 9, only — and no more than 10 digits l ong.

For greater convenience, you can assign f requently us ed account code s t o programmable feature keys. In each case, just program 5 8 4 followed by the desired account code.

General information regarding use of account codes

•

Account codes are applicabl e t o only outside calls (not i nternal “intercom” ca l ls).

• You can enter more than one account code during the same conversation — particularly useful in a

conference call that involves multiple clients or customers.

• Neither an incoming caller or a person being called will hear the tones as you enter account codes.

• If you enter an incorrect account code, j ust press the ac count code key ag ai n and enter the

desired number.

• Pressing the account code key won’t aff ect t he recording of a call.

• It’s not ne ces sary to enter a n account code t o place an outbound call .

• The phone system won’t preve nt entry of an inval id account code.

F.18

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User’s Guide Remote IP Feature Phone

Remote IP Feature Phone

Your Remote IP Feature Phone will operat e l ike a regular ESI Feature Phone, with t hese exceptions:

1. Channel availability display

The display on an idle Remote IP Feature Phone will show channel availabil i ty, rather than outside line availability:

As depicted abo ve, the bottom ri ght of the di sp l ay of an idle Remote IP Feature Phone will show RMT (short f or remote). The display’s bottom left will show a number of boxes — as few as one or as many as 12, depending upon your syst em ’ s installat ion and conf i guration — that represent the total numbe r of available rem ote channels. A solid box indicates a remote channel that is in use; an op en box indicate s a remote channel that is a vailable. If you access an outside line, your display will switch to the normal outside line usage display.

2. Channel queue display

There may be times w hen all remote talk paths are in use. When thi s occurs and yo u t ry t o access a remote channel, you will he ar a “fast busy” signal, and the display will loo k like this:

If you wish to be queued to receive the next av ai l able remot e channel, press 1 and hang up; when a path becomes available, your Remote IP Feat ure P hone will ring, the di spla y will sho w FREE RMT CHANNEL — and, wh en yo u answer, a prompt will automatically tell you there is a channel available.

3. Paging limitation

The Remote IP Feature Phone can i nitiate pages; however, it cannot receive pages. F or example, when the operator p e rf orms an all- page ( # 0 ), this will be hea rd on t he speakers of al l extension s except those on the Remot e I P Feature Phones in the system. Additionally, the Quick Page and Auto Page features are not available when calling a Remote IP Feature Phone.

4. No 911/emergency calls

Because your Remote IP Feature Phone isn’t connected directly to your local telephone network, you must use a regular phone connected locally, not the Remote Phone, to make 911 or other emerge ncy

calls. (See E SI document #0450-0262, included with your Remote P hone, for more i nformation.)

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Remote IP Feature Phone User’s Guide

Troubleshooting

Important: The audio quality of the Remote IP Feature Phone is depe ndent on the q uality of th e connection

betwe en the Remote Phone and t he IP PBX at the main offic e. Hig h data traffic on a poor or overloaded connection will cause significant audio distortion, which may include pops and clicks, or warbling. In this case, contact your ESI Reseller or n etwork administrator for assi stance. The quali t y of yo ur mai n of fi c e’s o utside phone lines al so ca n a f f ect the au di o qual i ty of the Remote IP Feature Ph one. Due to the interface between advanced, packet- based phone system s and t he tr adi ti o nal pu bli c tel e ph on e netw or k, a po or -q ual ity phone line can deg ra de audio qual it y, causing an echo on out si de ca l ls. An occasional echo isn’t unusual and doesn’t neces sarily indicate a problem with your system or line s; however , if thi s problem occurs

persistently, contact your ESI Reseller for assi stance.

Condition Procedure

Remote Phone di splay is blank

Remote Ph one di s pla y shows software ver sion

Remote Phon e connects but doesn’t operate corr ectl y

Remote Phon e won’t connect

• Check other phone f uncti ons. If you get dial tone when you lift the receiver and

the displ ay i s bla n k, th e pho ne is defective.

• Make sure the Ethernet cable is plugged into the phone’s NETWORK jack (and

not the PC port).

• If no phone f unctio ns operate check the phone power supply. It should be

plugged into the phone and into an active AC outlet. If the display is still blank the phone is defective.

Contact your ESI Reseller if the phone is defective.

The Remote IP Feature Phone either is faulty or is, in fact, a non-remote (i.e., local) IP Featur e Ph one. Cont act y our ESI Re sell er.

The rem ote phone may be defe ctive. Contact your Resel ler or use Esi-Test to test all of the Remote IP Feature Phone’s capabilities. (Esi-Test is part of the Esi-Tools Users’ Kit and can be instal led on a PC from the CD- ROM .)

Important: See page A.7 for instruction s on connecting a Remote Phone.

• Check the cable betw een the phon e and network a ccess device (router, hub or

switch). This cable should be plugged into the port on the bottom of the phone labeled NETWORK.

• Check that t he link light for the port on rout er is illuminated. If this light is not lit

check the power supply connection for the router.

• Check the ca bl e b etwe e n the net w ork a cc es s device and the modem. The WAN

port on a rout er s ho uld be pl ug ge d di re ctl y into the modem. If usi n g a hub or switch, c on ne ct it s UPLINK port to the modem.

• Check y our IP connection b y using your PC t o access a si te on t he Internet (after

acces sing a Web page, pre ss Ctrl R [for Refresh] to v erify that your Web browser is displaying fresh data).

• Call t he main office with a regular phone. Make sure the pro blem is n ot with the

network or IP connection at the main office.

Phone works correctly but the audio q uali t y i s poor

The problem is proba bly with the connection between the Remote Phone and the IP PBX at the main office. Ask your Network Administrat or or ESI Reseller to evaluate your connection to the main office using Esi-Networx.

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User’s Guide Using Esi-Link

Using Esi-Link

Important: You are being as signed a special f eature not cov ered in the regular station user guide or

tutorial. Be sur e to consult the System Adm inistrator for th e Locat ion Numbers used by your Esi-Li nk net w or k.

Overview

Esi-Link is an optional feature that networks m ult ip le ES I telephone system s (or l ocations ) and IP Gat eways

(see page H.9) across an IP-based network. With Esi-Link, a multi-site business can integrate up to 100 of its locations, using the latest VoIP (voice over IP) technologies. Inter-office calls, transferring outside calls, movi n g voi c e me ss age s and e v en ac ce s sin g ou t si de l i nes at r em ot e lo c at io ns a r e all fe atu r es y ou c an use over Esi-Link.

For e xam p le: if yo u ha ve an off i ce i n Da ll a s a nd anot h er in Ch i cag o, Es i -Li n k ma ke s it pos si bl e f o r someone in the Dallas office to dial an extension in the Chicago office just as easily as if it were an extension down the hall in the Dallas office.

Location Keys

Each location in your Esi-Link network has a location numb er1 in the range of 700–799. To facilitate dialing int o a remote locati on, you can assign the locatio n num ber to a programmable featur e ke y — making it a Location Key. When yo u press a Location Key, you’ll hear dial tone; you can then dial any extension, d epartment, m ai l box, or outside line group ac ces s c ode a user in the Dall as offi ce would press the ke y programm ed for the Chicago office and dial 1 0 4 to reach extensi on 104 in the Chicago office. You can program up t o 12 Location Keys on each 24-Key Feature Phone and up to 30 Location Keys on each 48 -Key Feature P hone.

in the remote location. For instance,

Program m ing a Loc ation K ey

Note: You may wish to review “Pr ogramm able feature keys,” page C.2.

1. Hold down the desired programmable feature key for at least two seconds to enter programming mode.

2. Enter the remote location number — such as 7 0 2.

Note: Y ou c an al s o u se Locati on Dex (see “Location Dex,” page H.7) to select the remote location number.

3. Press the feature key again.

If necessary, consult your System Administrator to learn your Esi-Link network’s location numbers.

9, 8 or 71–76.

Also, you can program up to 60 Location Keys on a 60-Key Expansion Console (see page A.3).

H.1

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Using Esi-Link User’s Guide

Programmable feature keys and Esi-Link: an introduction

With Esi-Li nk, you assign dialing inf orm ation to you r E S I Feature Phone’s programmable featu re k eys in the usual way — i.e., if a remote location station or mailbox is to be assigned to a programmable feature key, enter the location number followed by the stat i on’s extension number or the m ai lbox number.

Note: Programmab le feature k ey lamp status of a remote location exten sion will app ear onl y if the exte nsion

is included in the “published” exte nsion list of the rem ote location. Cont act your System Adm inistrator if you nee d more information about published extensions.

Tip: You can use dir ect pro gr ammi n g (s ee pa ge C. 2) to pr o gram Es i- Li nk l oc ati on s and e xte nsi o ns.

Examples

Assigning a programmable feature key for extension 135 in location 712

1. Hold down the desired programmable feature key for at least two seconds to enter programming mode.

2. Dial 7 1 2 1 3 5.

Note: Y ou c an al s o u se Locati on Dex (see “Location Dex,” page H.7) to select the remote location number.

3. Press the feature key ag ai n.

Programming a call-forwarding key to extension 135 in location 712

1. Hold down the desired programmable feature key for at least two seconds to enter programming mode.

2. Dial 5 6 5 (the ESI syst em’s call-forwardi ng code [see “O ptional featu res,” page F.12]).

3. Dial 7 1 2 1 3 5.

Note: Y ou c an al s o u se Locati on Dex (see “Location Dex,” page H.7) to select the remote location number.

4. Press the feature key again.

Note: If you regularly forward to a particular remote location extension, you should also assign your mailbox

to a Remote Virtual Mailbox Key (see page H.6) at th at remot e location extension.

H.2

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User’s Guide Using Esi-Link

Dialing an Esi-Link location

To dial a station through E si-Link, pre ss the appropriat e Location Key f ol lowed by the d esired stati on’s remote location extension number. For instance, let’s say you’re in Dallas and want to call extension 112 at your Chicago location. Just pre ss the Location K ey for Chica go pl us the extension number

(112).

Transferri ng calls, dial ing VOICE MAIL, etc. all operate t he same way. Basically, in each case where you woul d di al an extensi on, mailbox, or outside line access, just press the Location Key fi rst if you’re calling a remote Esi-Link location.

As you dial, yo ur E SI Feature Phone’s display shows the progress of the cal l. When you dial a Location Key, the short name of t he locati on will appear on the Feature Phone’ s dis play (e.g., a location in Dallas might be assigned a sh ort name of “DA L”).

For example, let’s say you want to dial y our Chicago l ocation. After you press the Location Key for Chicago, the display on your p hone m i ght look sim il ar to this:

24-Key Feature Phone

48-Key Feature Phone

The boxes on the se cond line of th e di splay show there are a total of six Esi-Li nk channels a cti ve at your location. The first two Esi-Link remote chan nels are busy, and t he rest are idle and a vailable fo r new calls.

Or, when you pre ss the Chicago Location Key and th en dial the rem ote location e xt ension (112 in this example), the display wi l l l ook like this (note that anot her remote channel is now i n use):

24-Key Feature Phone

48-Key Feature Phone

If all Esi-Link channels at your location are busy, you will see:

24-Key Feature Phone

48-Key Feature Phone

You will then be prompte d t o press 1 to queue for an avail abl e channel. If you choose to queue, you may press 1 and hang up. Wh en a channel becomes available, your phone will ring, and when answered, you can redial the E si-Link number.

Or, if you prefer, you can directly dial the location number — so, in this example, you’d dial 702112. Throughout this text, any

reference to pressing the Location Key is interchangeable with direct dialing of the applicable location number.

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Using Esi-Link User’s Guide

Transferring calls

Outside call ers can be transferred to remo t e l ocation extensions, departments, and mailboxes.

Note: T o avoid poor voi c e qual i ty on a tr a nsf erred call, Esi-Li n k doe sn’ t all ow an out si de c all comi ng fr om one

location to be tra nsferred or f orwarded to another (or t hird) locat ion. In the ev ent a cal l must be transferred to another location, use the hold fe ature (see page H.5) .

Transferring an outside call to a remote location extension or department

1. Press TRANSFER.

. . . then . . .

2. Either . . . (a.) Press the Location K ey and then dial t he extension.

. . . or . . .

(b.) If you have a program m abl e feature key a ssigned to that location number and extension,

press that key.

Note: If you’re perform ing a “blind” tra nsfer — i.e., one which you’ re not “supervisi ng” by s peaking to the

person to whom you’r e tran sferring — don’t hang up unt il you hear a ringing tone, whi ch wil l confir m t he tr an sfer ha s been s uc c essf u l.

Transferring an outside call to a remote location mailbox

1. Press VOICE MAIL.

. . . then . . .

2. Either . . . (a.) Press the Location K ey and then dial t he extension.

. . . or . . .

(b.) If you have a program m abl e feature key a ssigned to that location number and extension,

press that key.

Using feature keys with Esi-Link

To use a fixed feature key (e.g., TRANSFER) to access an E si-Link location:

1. Press the fixed feature key.

2. Either:

(a.) Press the appropriate Location Key. or (b.) Dial the locatio n num ber.

3. Dial the destination as follo ws:

(a.) If it’ s an extension, voice mail box or departm ent group, dial t he three-digit number. (b.) If it’ s a phone number, dial the outside-line- access code (9, 8 or 71–76) fol l owed by the phone

number — e.g., 9 4 6 9 5 5 5 3 2 5 5 to dial 9 + 469-555-3255.

The followi ng i nf ormation shows how to use bot h f i xed and programm able featu re keys to make it even easier to use certain ES I phone system features over Es i -Li nk.

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Paging

The ESI phone system can be programm ed t o al low paging through an overhead paging sy stem and/or paging throu gh some (if page zo nes have been created) or all of the ESI Feature Phones’ speakers.

Overhe a d paging

If the remote l ocation syst em has an overhead pagi ng system connected to it, you can page there by dialing the l ocation number f ollowed by the overhead paging port number (599 on IVX X-Class or 199 on IVX E-Class ). After hearing the conne ct t one, you may make you r announcement. I f you frequent l y page that locat i on, you can program a feature key with the loc a t i on num ber followed by the overhead paging port number — e.g. (on an I VX X-Class s ystem), 7 1 2 5 9 9.

Paging through phones

To page through all of the ESI Feature Phone speakers at a rem ote location:

1. Press PAGE (#).

2. Press the appropriate Loc ation Key.

3. Press 0. To access a programmed paging z one (see the Administrator f or a list of page zones):

1. Press PAGE (#).

2. Press the appropriate Loc ation Key.

3. Press the key for the pag e zone number (1, 2, 3, 4, 5, 6, 8, or 9). The Install er m ay have added an overhead pagi ng system to one or more of these page zones.

Note: Phones in use will not carry a page through their speakers. The same is true for all Remote IP Feature

Phones on the Esi-Link network.

Hold

Hold set

You can place out side line calls on hold as yo u would normally. When paging someone at a remote location to retrieve the held call, rem em ber to announ ce your location number and outside line number to be retrieved. For instance, if you need to have Jane i n the Chicago office retri eve a call bei ng held in Dallas (locat ion 701, in this example):

1. While on a call on line 5 in the Dallas office, press HOLD.

2. Page the Chicago off i ce.

3. Announce the call; e.g., “Jane, you have a D al l as call on li ne 5. Jane, line 5 i n Dal las.”

Hold retrieval from a remote location

1. Press HOLD.

2. Press the preprogramm ed Location Ke y (or dial the location number).

3. Dial the number of the line on which t he call is being held.

Voice mail

Moving a message to a remote location

1. While playing back the voice mail message you wi sh t o move, pres s 6.

2. Press the Location Ke y (or dial the l ocation number).

3. Dial the mailbox (extension) num ber.

Note: Messages ar e move d in the backgr ound, so it m ay take several minutes b efore the remote locatio n can

receive them.

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Dialing directly or transferring to a remote location mailbox

1. Press VOICE MAIL.

2. Press TRANSFER, and then immediately do one of the following: (a.) Press a programmable feature key that has been pre- programmed for that

remote location mailbox; or (b.) Press the Location Ke y and t hen dial the rem ote mailbox num ber. or (c.) Dial the location number fol l owed by the rem o t e m ai l box number.

Virtual Mailbox Key — remote location

Note: It is strongly recomme nded that you assig n a voice mail password. To enter a new passwor d, pres s

PROGRAM 5 1. (If un sur e whet h er you ha ve one, y ou can ch e ck b y pres si ng PROG RAM 5 3.

If necessary, see page C.5 for more details.

To assign a programmable feat ure key to access a voice mailbox in a remote locat ion:

1. Hold down the desired programmable feature key for at least two seconds to enter programming mode.

2. Press VOICE MAIL

3. Dial the remote location number (or use Location Dex to select the location and extension number).

4. Dial the remote extension number.

5. Press the feature key again.

When there are new messages in the Virtual Mailbox, the key will flash red. When you access the Virtual Mailbox, the k ey w ill light a solid green. If the V irt ual Mailbox belongs to a remote-location Feature Phone, that phone’ s VOICE MAIL key will also be lit green.

Note: For proper l amp indi cati on, the m ailbox must be included i n the r em ote location’s list of pu blish ed

number s. Contact your Administrator if you’re n ot sure if th e mailbox is published.

Voice mail retrieval from a remote location

1. Press VOICE MAIL .

2. Press the appropriate Location Key (or dial the rem ot e l ocation number).

3. Dial the mailbox (ext ension) number. (If your voice mailbox password is enabled, the system will prompt you to enter your password. To proceed, enter this pa ss word.)

Quick G roups/Quick Move c a pabilities

Quick Groups can include both local and remot e l ocation extensions, department s and m ail boxes that are assigned as station keys on your phone.

Note: You can use only programmed local or remote Esi-Link st ation keys to select the a dditional mailbo xes

for Quic k Gr oups.

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Other Esi-Link features

Using Location Dex to access a remote location’s Station Dex

. . . on a 24-Key Feature Phone

1. Press ESI-DEX until LOCA T I ON DEX appears in the di splay.

2. Use the scroll ke ys ( or ) to sele ct the remote loc ation name and number. You can also use the

dial keys to “jum p” to the first location name that begins with one of the letters on that dial key.

3. Press ESI-DEX again. The phone will display the remote l ocati on’s Station Dex, where you can

select a station or department, just as you would using the St ation Dex for your location.

. . . on a 48-Key Feature Phone

1. Press ESI-DEX; then select LOC in the display.

2. Use the scroll ke ys ( or ) to sele ct the remote loc ation name and number. You can also use the

dial keys to “jum p” to the first location name that begins with one of the letters on that dial key.

3. Press ESI-DEX again; then select STA (for Station Dex) in t he di splay.

4. Use the scroll ke ys ( or ) to select the desir ed extensi on.

5. Select DIAL to ring the Esi-Link ext ension.

Tip: You can also use Lo catio n Dex to assig n programmable feature key s as station keys and Location Keys.

If necessary, see “Progr am m able f eatur e keys,” pp. C. 2–C.3.

Examples:

Assigning a Location Key

1. Hold down the desired programmable feature ke y f or at least two seconds to enter

programming mode.

2. Press ESI-DEX until LOCATION DEX appears in the dis pl ay.

3. Press a scroll key ( or ) until the location is displa yed.

4. Press the feature k ey ag ai n.

Assigning a station key

1. Hold down the desired programmable feature ke y f or at least two seconds to enter

programming mode.

2. Press ESI-DEX until LOCATION DEX appears in the dis pl ay.

3. Press a scroll key ( or ) until the location is displa yed.

4. Press ESI-DEX; STATION DEX will appear in the display.

5. Press ESI-DEX again.

6. Press a scroll key ( or ) until the remote l ocat ion exte nsion appears..

7. Press the feature k ey ag ai n.

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Call forwa r ding

Here’s how t o program call forwardi ng t o a rem o te location extensio n, mailbox, or department.

On the 24-Key Feature Phone

1. Either: (a.) Press a programmed call-forwardi ng key and a pro grammable feature key you have already set

for the desir ed destination (whether it is an extension, a mai l box o r a department ). or (b.) Dial the call-f orwarding feature code (5 6 5), press t he Location Key and t hen dial the desired

extension, mailbox, or dep art m ent.

For instance, to forw ard t o extensio n 112 in Chicago (location 702 in this example), dial 5 6 5, press

the Chicago Locat ion Key and then dial 1 1 2. Alternativ ely, you could dial 5 6 5 7 0 2 1 1 2 — i.e., 565 (call forwar di ng) + 702 (the location) + 112 (the extensi on).

2. To cancel call forwarding, either: (a.) Press the programmed call-forwarding feature key and then press RELEASE. or (b.) Dial 5 6 5

On the 48-Key Feature Phone

1. Press CFWD.

2. Either: (a.) Press a programmable f eat ure key you have already set for the de sired destinati on (whethe r it

is an extension, a mailbox or a department ). or (b.) Press the Location Key and then dial the desired ext ension, mail box, or departm ent .

For instance, to forward to extensio n 112 in Chicago (location 702 in this example), pres s CFWD,

press the Chicago Location Key and then dial 1 1 2. Alternatively, you could press CFWD an d di al 7 0 2 1 1 2 — i.e., 702 (l ocation) + 112 (extension).

2. To cancel call forwarding, press CFWD.

Note (for either phone):

Incoming calls that are forwarded when the remote location extension is busy or does not answer will be sent to the call-forwarding destination of the original extension’s mailbox. If you regularly forward to a particular remote location extension, you should also assign your mailbox to a Virtual Mailbox Key at that remote lo c ati on extension (see “Vi r tual Mailbox Key — remote loc ati o n” on pa ge H.6 of thi s do cu ment ) .

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Remote outside-line-group access

To help reduce your long-distance costs, your administra tor may have allowed remote outside-linegroup access.

To dial a phone number that is local to the rem ote office:

1. Press the Locat i on K ey for the rem ot e office.

2. Dial 9 (or 8 or 71–76)

3. Wait for t he second dial tone. Then, when you he ar i t , dial the desired phone number. As an example, let’s say you’re in the Chicago offi ce and need to call a cont act near the Dallas office.

You know that t he Dal las location has an outside line ac ces s c ode of 9 and a location num ber of 701. Therefore, y ou press the Locat ion Key fo r Dal las (or dial 7 0 1), dial 9, wai t for the se cond dial tone and — when you hear it — di al the local Dall as number.

Conferencing

You can conference up to three ot her local and remote l ocati on statio ns a nd outside calls. A conferen ce member statio n i n a remote locat i on also can add one or two members to a n existing conference by using the remote location c onference bri dge. Additional members can be inc l uded; but, bec ause of potential voice quality d egradation, ESI recommends t hat conferenc e bridges from no more than two locations be used for a conference call. To conference a remote locat i on station:

1. While currently connected t o a station o r outside line, press CONF.

2. Press the Locat i on K ey and dial the extension num ber for the pe rso n to be conferenced.

3. When the person answers, pre ss CONF again to i ni t iate t he conf erence.

Note: If you deci de you don’t want to confer ence t his call, after all, press FLASH to disconnect the call

and reconnect to the first call.

4. To add a third call to the conf erence, repeat st eps 1–3.

Dialing into an ESI IP Gateway

If your orga nization’s E si-Link network includes one or more ESI IP Gateways at rem ot e l ocations, t he method of dialing will cha nge slightly, depending on how t he IP Gateway is connected to the phone system at that location.

Calling a station at an IP Gateway location

1. Press the Locat i on K ey (or dial the location n u mber) for that location, and t hen dial th e I P Gateway

pilot number.

2. If you are answered by the operator or anot her individual, ask to be transfer red.

If the remot e l oc a t i on’s auto attendant answers (or you sim pl y receive a second dial tone), dial the station number (extensi on) of the indi vi dual you wish t o reach.

Other features may be accessed this way via the IP Gateway , dependi ng on the configuration of the phone system at the IP Gat eway remote location. Contact your System A dm i ni st rat o r if you need additional i nformation.

Consult your System Administrator for more information, if necessary.

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User’s Guide ACD agent operation

ACD agent operation

(Not available on 12-Key Feature Phone.)

Important: You are being assi gned a speci al feature not expl ained i n the regular station User’s Guide or

tutorial. Be sure to get your ACD department number from the system administrator.

An ACD1 department is made up of agents who, when logged on, can receive calls for that department. Calls go to the l ogged-on agent who has been idl e for the longe st time. If al l l ogged-on agent s ar e busy, the ESI phone syst em pl aces the calls in a holding queue and automatically conne ct s t he longestholding call when an agent bec om es available. While holding, callers hear periodic prompts to co nt i nue to hold. As an ACD department agent, you must h ave o ne of your phone' s p rogrammable feature keys programmed a s an agent log-on/of f key assigned. This key lets you manually place yourself in or out of ser vice for that department’s cal ls.

Notes: On certain systems, even though you may have been assigned to more than one ACD department,

you can be logged into only one dep artment at a time. On newer or updated systems, it is possi ble to be logged int o two departments at once. Consult your Installer or System Adm inistrator to conf irm whether thi s is available on your part i c ular ESI sy st em.

Never program any of your pr ogramm able f eatur e keys as line keys i f system -wide hold h as been

enabled (if you’r e not sure, consult your system admini strator).

If no agents are log ged on, incoming cal ls immediately fol low t hat depar tment’s call-forwarding routing.

(see below) for each ACD department t o which you are

Programming the agent log-on/off key

1. Enter Help mode by pressing HELP.

2. Press each programmable f eature key t o determine the location of t he l og on/off key (the keys have

been assigned b eginning with the lower left hand programmable feat ure key).

3. To program a new key lo cat i on (or if one has not previously been programmed):

(a.) Hold down the desired programm abl e f eature ke y f or at least two seconds, to ent er

programming mode. (b.) Dial 5 plus the d epartment number. (c.) Press the pr ogrammable feature key again.

Note: Programming an ACD department key ins erts you, as a member, into that d epartment.

Automatic call distribution.

This key is automatically assigned when an extension is set up as a member of an ACD department.

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Wrap mode

If you have paperwork or other wrap-up activities after a call, you'll appreciate the system's wrap mode. While you're logged on as an agent , pressing the progra m m ed wrap key (or placing the call on exclusive hol d) prior to disconnecting from a call wi ll set your station in wrap mode — this delays immediate assignm ent of the next call until you have had tim e to complete any wrap-up activi ties. Press the wrap k ey again to release your station from wrap mode and be avail able for the next call.

Notes: The Install er may h av e set a maxim um al l owa bl e wra p t i me. If so, when you're in wrap mode, the

upper-right portion of the display will show a count-down timer indicating the amount of time remaining in wrap mode. At the expiration of this timer, you will automatically be available for the next call.

You need only one wrap key, even if your system allow s you to be logged into two departments at the

same time.

Programming the wrap key

Use the phone’s Help mode (HELP) to verify the location of the wrap key. To program a new key location (or if one ha s not been previously progr am m ed):

1. Hold down the desired programmable feature ke y f or at least two seconds, to ente r programming mode.

2. Dial 5 6 2.

3. Press the programmable f eat ure key again.

LED indicator

The LED on the agent log-on/off key will indicate your agent status as follows:

LED appeara nc e Indicat ed status

Solid gre en Logged o n

Solid amber In wrap mode

Solid red Logged of f

Flashing red Autom ati c al ly l ogg ed of f

Note: If you leave your desk and for get to log off, and the system sends a c all to your station that is not

answer ed, your station will be automat ically logged off. You must log back on, upon returnin g to your station, to be avai lable again for calls for that depart m ent.

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Display indications

While you are logged on, t he display will show the department ’s cal l st at us as shown below.

• If you're logged on but idle:

• If you're logged on and on a call, the display shows the Call er ID (or li ne number) a nd duration of

the c urr e nt c al l. the number of calls waiti ng in queue and the longest hol d time:

Additionally: to help al ert agents that calls are in q ueue, a short tone will be heard each time a new call is added to the queue.

On 48-Key Featu re P hones only, a soft key labeled NXT (directly beneat h t he center of t he display) can be used to display additional ACD information. The following examples explain the information presented.

The second li ne shows the De partment na m e momentarily a nd then is replaced by

The pho ne is idle. The user is logg ed into two ACD departments (the one on the top l ine, TECH SUPPT, is th e first one the user logged-onto). WT (wait) shows how lo ng the longest -waiting call in either queue has been waiti ng.

A call is ringing. The display shows t he Call er ID i nformation and the ACD department name — in this case, SALES.

(Continued)

A call is ringing vi a Esi- Link from the HOUSTON location for the TECH SUPPT de partment (th e user may be l ogged into eit her one or two ACD departments; but, i f it’s two, the bottom line of the display makes it cle ar which depart m ent is recei ving the Esi-Link call).

T en seconds after the user answers the call, his/her display shows the appropriate depart ment name and queue into w hich the call came.

Pressing th e NXT soft key takes t he user to the next display indication.

This shows the full Caller ID information, along with the location’s short name (h ere, HOU).

Pressing th e NXT soft ke y while this appe ar s ta ke s th e user to the ne xt display indication.

On a 24-Key Feature Phone, the call duration appears on the first line of the display. On a 48-Key Feature Phone, it appears on

the third line of the display.

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10.

This shows how many calls are queued in the two ACD departments where the user is logged on. A wait (WT) countdown timer indi cates the length that the longest-holdi ng call has been holding.

Pressing th e NXT soft ke y while this appe ar s ta ke s th e user to the ne xt display indication.

This shows the wait time for current calls ACD depar tments wher e the user is lo gged o n.

Pressing th e NXT soft key w hile this appears t akes the user back to display indication 4, above.

The pho ne is idle. The user is logged onto two ACD depart ments but has summoned the normal idle di splay shown h ere by pressing the NXT soft key from the ACD idle display (display indication 1, above).

Pressing th e NXT soft ke y while this appe ar s ta ke s th e user to the ne xt display indication.

This shows total log-on time (in hours and minutes) and wrap tim e since the last log-on. Pressing NXT again will show log-on totals for other individuals logg ed-onto the department. After all of these have appear ed, pr essing the NXT soft key ret urns the user to display indication 1 (page I.3).

The pho ne is idle and logged onto a single ACD depar tment. Pressing th e NXT soft key takes t he user to display indication 9 (above).

11.

12.

The pho ne is idle, logged onto a si ngle ACD department, and in wrap mode.

Pressing th e NXT soft key takes t he user to display indication 9 (above).

The pho ne is idle, logged onto two ACD department s, and in wrap mo de. The display shows what curre ntly is the longest wait time for either department. The wrap mode applies to b oth departments.

Pressing th e NXT soft key takes t he user to display indication 9 (above).

While logged on: no DND, monitor mode, call forward, or programming

While you are logged on as an agent, the s ystem will deny your station the ability to place y our phone in DND or monito r m ode or to cal l-forward calls.

When you log off, your station returns to normal regarding t hese capabilities.

Call waiting

While you are logged on as an agent , calls routed to you as a member of an ACD departm ent will not call-wait t o your station. However, calls that have dialed your extension num ber directly will call-wait.

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ACD administrator key

Note: On newer or updated systems, it is possible for an ACD administrator to be logged int o up to four

departments at on ce, depending on ESI system type. Consul t your Installer or Syst em Administr ator t o confir m whet h er thi s is avai l a ble on y our part i c ular ESI sy st em .

Setting a prog ram m able featur e key to be an ACD administrator key allows a user to view the call activity of an ACD group. Set a programmable feature key with 5 6 3 and the ACD department number (for example, 5 6 3 2 9 0), and then press the key. It will glow green and the bot t om line of an ACD group's display will appear until you pre ss th e key again.

To program an ACD administrator key:

1. Hold down the desired programmable feature ke y f or at least two seconds, to ente r

programming mode.

2. Press 5 6 3 followed by t he ACD department number.

Note: If you don’ t know the de partment numb er, contact your System Adm inistrator.

3. Press the same programmable feature key again.

Notes: While you’re logged on, your phone’s display will show the department’s call status (see “Display

indications,” pa ge I.3); however, depart m ent calls WON’T be directed t o yo ur ext e n sio n. Only two ACD administrator keys can be pr ogrammed per department. The department cal l disp lay ta kes pri ority over most other displays, such as v oice mail or u ser

program ming. If you m ust see display information w hile playin g voice messages or programming your

phone, log off from the ACD department first.

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User’s Guide Analog stations

Analog stations

If your stat ion has been inst al led as an analog station, i t will be able to use only a standard-type telephone. B ecause the phone i sn’t digitally integrat ed to the phone system (like the ESI Feat ure Phones), its operat ion and capabilities will be different.

Note: The followi ng ESI system featur es are not av ailable to an alog stations:

• Call forwarding.

• Call-forwarding/no-a nswer.

• DND.

• Excl usive hold.

• Call recording.

• Overhead paging a ccess ( unless over head paging is included i n a paging zone) .

Tip: To use a non-ESI cordless phone in conjunction with an ESI Feature Phone, program a programmable

fea ture key ( or use CFWD) to easily forward calls to the cordless phone when out of your offic e . Have

the Installer program the cordless phone’s station programming to f orward unanswered calls to your

ESI Feature Ph one’s mailbox.

FLASH

A flash-hook, or FLASH — a momentary break in th e co nnect ion — is requi red to perform m any of the station oper ations below. You can generate a F LA SH by moment ari l y depressin g t he hook switch (or, if your phone is so equipped, pre ss the special key on your phone).

Caller ID

If you subscribe to Caller ID f rom you r t elephone service prov ider, the Caller ID display will show an outside call er’s name and/o r num ber. caller statu s — such as UNAVAILABLE, PRIVATE, or NO DATA SENT.

On internal station-to-station calls, the Caller ID display will show the extension number as the calling number, and t he stat ion name as the caller’s name. On Esi-Link call s, t he Caller ID display will show t he location number and extension as the calling number, and the remote lo cat i on’s stati on name and “short

name”

as the calle r’ s name.

Note: Caller ID will not display with call-waiting.

In some instance s, the servi ce provider can send only a general

Placing calls

When you first l i f t the handset y ou wi ll hear int ernal dial tone. Dial 9 (or 8 or 71–76) to acce s s an outside line and dial t he number. To place an internal call , simply dial the extension number, department number, et c.

If you're not sure about the installation of your station, contact your administrator.

If you don’t subscribe to Caller ID, the display will show (instead of the caller’s name or number) which line is receiving the call.

For example, the Installer might have programmed “DAL” as the short name for a remote location in Dallas.

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Transferring calls

Transferring outside calls

While connected to an outside call, FLAS H and dial the extension number. Hang up immediat ely to perform a blind transfer, wait unti l the called person answers, announce the call er and then hang up. If the transferred-to person does not answer, F LASH to be reconnected t o t he original caller.

Transferring a call to a mailbox

To transfer an outside caller to another user’s mailbox, FLASH and dial # and the mailbox number. You and the caller will be connect ed t o that user’s personal greeting. You may choose to hang up im m edi ately or listen to a portion of the personal greet ing to assure yourself that you have placed the caller i nto the correct mailbox. If not, FLASH to exit t he m ai l box and be reconnected to the o ri ginal caller.

Note: Regardless of when you hang up, the caller will hear the entire personal greeting. To insure the privacy

of the message, you will automatically be disconnected at the record tone.

Transferring a call to the main greeting

To transfer an outside call er to the main greeting, FLASH, dial # and hang up.

Transferring a user to his/her mailbox

To transfer to his/her mai l box a user who 's calling from the outside to pick up messages, FLASH, dial

, and the appropriate mailb ox number and hang up.

Conference calling

To create a conference call:

1. Establish the first ca l l .

2. FLASH twice (wait one second between FLAS Hes ) to place the call on hold.

3. Place a second call as you normally would.

4. Once connected to the second call, FLASH again to connect all of you together.

Notes: To add a fourth member to the confere nce, FLASH onc e and then re peat steps 3–4.

A total of 24 m embers can be in conferences wit hin th e system at any one time; how ever, no more than four mem bers can be in a single conference.

To remove or disconnect a conference you’re in, just hang up (disconnect). To cancel adding someone to a conf erence, hang up if:

• The phone is ringing the add-in member’s num ber.

• The add-in member answers the call (you will have only the option to disconnect).

• You’re routed to a voice mail box (if it’s a station-to-stat i on call).

In all cases, when th e analog station disconnects to can cel t he add-in member , t he call will ring back and connect to the original st ation or out side line. You will be automatically recon nected to the threemember confere nce when cancel l i ng the addition of a fourt h m em ber.

Note: Once you FLASH twice to cr eate a new conference, yo u can’t toggle betwe en calls or transfer a

conne ction. This is the same when adding a fourth member to an existing confere nce.

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 

Call forwarding

Your stati on has been pre-p rogrammed by the Installer to call-forward your phone when it is busy or does not answer (usually t o your mailbox). In addi tion you can tem p oraril y call-forward all of your calls to another stati on or anothe r user’s mailbox.

Lift the hand set , di al 5 6 5 and dial the extension n um ber (or # and the mail box number) t o which the system sh ould f orward al l calls.

Note: If the forwarded- to station is busy or does not answer a forwarded call, the ESI phone s ystem will return

the call to your mai lb ox.

To turn off call forwar di ng, dial 5 6 5  without selecting a destinati on, and hang up.

Call waiting

To enable call waiting f or your station, press  XXX 5 3, where xxx repres ent s your analog stat ion’s extension num ber. Then, if som eone c al l s you while you’re alread y on a cal l, you’ll hear a tone in you r earpiece. F LA SH to toggle betw een t he original call and t he call waiting. To drop either call, hang up while connected to the call to be d ropped. When your phone rings, lift t he handset and you w ill be reconnected to the other cal ler.

Note: The ESI phone s ystem doesn’t supp ort call - wai ti ng Caller ID on analog st ati o ns.

Call hold

This is used to place external callers1 on hold for retrieval from any station within the ESI phone system.

Putting a c a ll on hold

While on an outside call, FLA S H and dial   . A short voice prompt will tell which line number the call is using; you will th en receive internal dia l tone.

Retri e v ing a call from on hold

From internal di al tone, dia l   and the line number where the call is on hold. Dial

Hold recall

If a held call is not retrieved du ri ng t he period of time (set by the Installe r), it will recall to your phone if your station is idle. You will hear three short ring tones. L ift the handset; you will be connected to the held call.

If you are on a call when t he recall occurs, you will hear a call waiting to ne. To toggle between the two calls, FLAS H (or hang up, wait for ring, then answer).

0 to answer the o l dest held call in the system.

An analog station can’t place an internal call on hold.

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Paging

This function allows for paging thro ugh an overhead pag ing system and/ or designated a vailable telephone speakers. Press # and 0 to access all avail able statio ns. Press # and 1, 2 or 3 to access a programmed paging zone.

Note: A page will not be sent to the sp eakers of phones in use. Tip: To page for pick up of an outside call, put the cal ler on hold by diali ng   . A voice prompt will

indicate the line number. Then page the person and announce the line number for retrieval. For example: “ John, y ou hav e a cal l on lin e 1. John, pic k up li ne 1, ple as e.”

Overhead pagi ng

Station number 199 is desi gna te d a s th e overhead paging port. If the ESI p h one system h a s b een connected to an overhead paging system, you can page by dialing 1 9 9 and making your announcement after the tones.

Call pick-up

A call ringing at another st ation can be picked-up by pressing  and dialing the extension num ber. Dialing

0 will answer the longest ringing outside call.

Voice mail operation from an analog station

The ESI phone system will pro vide accurate and timely messages. Others will become more comfortable l eaving you voice messages if you pick-u p and respond to your messages p romptly.

Personal gr eeti ngs

Initially, your mailbox has a generic greeting: “You have reached t he mailbox for extension xx x, di al zero to reach the op erator or begin recordin g at the tone. ” You can record up to th ree diff erent personal

greetings in your own voice indicating your availability to return calls. Here are some examples:

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

zero to reach our operator, or leave me your name, number an d m essage at the tone and I’ll get b ac k to you as s oo n as I can.

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

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

reach the operator, dial zero. Otherwise, leave your name and phone number at the beep so I can return your call.1

(Continued)

These sample greetings refer to certain features which may not be activated for your extension; consult your System

Administrator for additional information, if necessary.

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Following is a list of options that you may wish to include i n your personal g reetings:

Option Instruction

XXX An extension number of anoth er us er

Note: Option 3 is a vailable only when per so na l gr eeting 3 has been r ecor d ed; a nd opt i on 4 i s

available on ly when personal greeting 2 has been recorde d.

Shortcut: When leaving a message in another mailbox, press 1 during the personal greet ing to advance

directly to the record t one without having to listen to the remainder of th e greeting.

You can change the personal greet ings as often as necessar y by recording over a previousl y recorded personal gre et i ng.

Warning: Deleting your personal greeting will not revert to the initial default greeting, but will turn off

your mailbox.

Message waiting indication

If you have new messages, you will hear a short prompt (“You have new mes sages”) foll o wed by internal dial t one whenever you lift the handset to place a call. You can choose to retrieve you r messages then, or place the c al l.

Note: The ESI pho ne system doesn’t supp ort an y vis ual me ss ag e-w a i ti ng in dic at io n on an an al og st at io n.

Retrieving messages

You can pick up mes sages from your st at i on, when awa y f rom t he office or from another user’s ESI Feature Phone.

1. Lift the handset, and the n di al the Main Greeti ng, press pressing VOICE MAIL,

2. If required, enter your password. the E S I phone system will announce the number of new and old messages and wi l l start playback of message s with the oldest new message and continue until all messages and reco rdings have played.

Voice-prompted instru ct i ons will be played at the end of each message. Once you've lea rned these prompts (see t he chart, “Functions avai l able during analog station voice mail m essage retrieval,” on the next page) you can proceed more r api dly by pressing one of the f ol l owing keys an y t i m e during the message or duri ng a prompt.

followed by your exten sion number. If calling from t he outside, at

and enter your extension number or have the operator transfer yo u by

, and entering your extension number.

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

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Functions available during analog station voice mail message retrieval

Note: Functions tinted light gray, below, eit her change or are not available w hen you’re using an ESI Feature

Phone (see page D.5).

Key Function Description

1 Pause Pauses for one minute or until 1 is pressed again. 2 Hear time/ date Pauses th e m essage, plays the t ime/d ate of when the

message was left and resumes.

3 Reply Replies to t he ori ginator of a message ( if from a user in the

system ). Record y our reply at t he tone; press 1 to stop. You will be returned to your mailbox and the original message.

4 Back up (rewind) When pr ess ed dur i n g mes sage pl a yba c k, rewi n ds 4 seco nd s

for each key press. If pressed af ter the message has finished, it ret urns you to th e beginning of the message.

5 Access user

program m ing

6 Move Moves a copy of the message to another

7 Delete Deletes the message from the mailbox

8 Main greeting Goes to the main greeting

Acces ses user programming menu.

user’s mai l b ox. T o move the message without an introduct ion, press 6 when prompted. T o add a n introduction, pr ess 1 when prompted. When you’ve finis hed yo ur rec or di ng, pre s s 1 to stop; Y ou will be returned to the original message in your mailbox.

(see “Mes sa ge Re cycle Bin,” pa ge D.9) .

(if your system is using the built-in auto attendant).

9 Save Saves the message (it will be played as an old message the

next tim e mes sa ges ar e pic k ed up) .

9 9 Save as new Skips over a new message and leaves it as a new message

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

0 Operator Transfer s you to the operator.

# To other mailbox To leave a message in a nother user’s m ailbox.

To disconnect Always press  before hanging u p (if you pres s it during

playba ck of a mes sage, the m ess a ge an d an y other uns av ed messag es wil l be sa v ed).

Retrieving messages from another user ’s ESI Feature P hone

Press VOICE MAIL,  , and dial your extension number. Follow the procedure s described pre viously (see page J.5).

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Analog station programming

After logging into your m ai lbox (pressing  followed by the mailbo x number), dial 5 to program.

1 Select personal greeting

Select the de sired greeting number: 1, 2 or 3. The system will prompts to re-record, delete, hear, or select as the current greeting by pressi ng #.

1 Record personal greeting

Begin recordi ng at the tone; press 1 to stop. The new personal greeting autom aticall y replaces the previous greeting.

Note: Your mailbox will be disabled if no personal greeting exists.

2 Delete personal greeting

When prompted, press 2 again to c onf i rm deletion.

Warning: Don't delete all of your greetings. If you do, the system will turn off your mailbox until there

is once again at least one greeting.

3 Hear current personal greeting

3 Call waiting

1 Enable call waiting 0 Disable call waiting

5 Password

The password will apply to station programming, v oice mail retrieval and certain other feat ures (when activated).

1 Enter new password

Your password m ay c onsist of 2–8 digi ts followed b y # (0 cannot be the first di git). Ent ering 0 (zero) as the sole password will turn off the password requirement.

2 Delete current password 3 Hear current password 4 Password security level

Select one of the following password l evels.

Selection Result

0 No pa ssword r equir ed for access f rom any phone 1 Pass word required only f or remote access, ei ther off-premise s or from other

stations within the system

2 Password always required

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Off-premises message delivery

The ESI phone system can be programm ed t o deliver messages to an off -premises phone and/ or to page you when your voice mailb ox receives a me ssa ge. You can set the phone number (cell phone, home number, another extensi on, etc.), the pager number and a delay time (the period t hat the system is to wait before attempting to deliver the message/page). You can further set the system to de li ver only messages mark ed as urgent (see "Urgent me ssa ges,” page D.9).

The Admini st rator can also set for your stat ion the:

• Number to be cal l ed or paged

• Delay period before attempt ing message delivery

• Number of attempts

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

• "Quiet period” which su spends message de li very for late night, etc.

If you have programmed both an off-premise s delivery number and a pager number, the system will prompt you to ch oose one of the following del i very options:

• Phone-only

• Pager-only

• Phone, then pager — Attempts phone delivery un t i l t he maximum number of at tempts ha s been tried,

then follows paging programm i ng.

• Phone and page at the same time

• No off-premi s es delivery

Phone deliver y

Whenever it receives a new/ urgent messa ge i nt o your mailbox, the system will call t he num ber that you have programmed and play the prom pt “You have messages; please ente r your password.” The prompt will repeat three times b ef ore assuming that no one has answered and d i sconnecting.

Upon answeri ng, enter your password (if no password is set, you must enter 0). You will then be connected to your mailbox and can proceed wi t h normal messa ge retrieval operation.

Note: A “” response in stead of the password will cause t he syst em to sus pend calling until another

urgent/new message is received.

Pager notifi cati on

Pager notification can be programmed to operate as the sole notif i cat ion method or i n conjuncti on wi th phone delivery.

Note: Enteri n g or del eting the pho ne num ber that is to be cal l e d for of f - premises delivery or to act iv at e your

pager will turn the feature on or off, respectively.

If pauses or other special dialing characters are required in the phone or pager number, contact the System Administrator.

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