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EZ Answer
USER MANUAL
EZ Answer
Models EZ1060, EZ2180, EZA1240, EZA2240
EZ Director
1 PORT / 2 PORT AUTO ATTENDANT
Model EZD2480
EZ ADVANTAGE CORP., 221, Broad Street MILFORD, CT-06460 U.S.A.
Document Rev. No: 03
Firmware Version: 3.0
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EZ Answer
EZ ANSWER User Manual
Third Edition July 2001
Version 03
Copyright 2001 EZ ADVANTAGE CORP.
All Rights Reserved
EZ ADVANTAGE CORP., 221, Broad Street MILFORD, CT-06460 U.S.A.
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EZ Answer |
Table of Contents |
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General Features......................................................................... |
4 |
Installation ................................................................................... |
6 |
Connection Diagram..................................................................... |
8 |
Functional Check.......................................................................... |
9 |
Operating Basics......................................................................... |
11 |
Removable Voice Modules........................................................... |
13 |
Programming the Unit................................................................. |
14 |
General Programming Rules ........................................................ |
16 |
List of available programs ............................................................ |
18 |
EZ Director ............................................................................... |
52 |
Trouble-shooting Guide .............................................................. |
61 |
DEFAULT PARAMETER TABLE .................................................. |
65 |
PROGRAM SHEET ..................................................................... |
66 |
ANNEXURE - A......................................................................... |
69 |
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EZ Answer
General Features
The EZ ANSWER is a One port / Two port Auto Attendant with 40 seconds of default messages on each port. Models EZ1060 and EZ2180 have 50 seconds of recording time available for the user and models EZA1240 and EZA2240 have 200 seconds of voice recording space available to the user. The EZ DIRECTOR has 40 seconds of default messages, 50 seconds of main greeting and an additional recording space of 380 seconds for voice menus.
The EZ ANSWER has an Overflow Relay Pick up facility, to pick up and answer calls that go un-answered at the Operator Console.
The EZ ANSWER also has a music input. While recording the main greeting, a music source may be connected through this input, to have background music while the main greeting is played back.
Status l.e.d’s show the current operating status of the unit. When the EZ ANSWER is powered on, the green colored POWER lamp blinks a few times rapidly, glows steady for 1 second and then flashes on-off, indicating normal operation. The OFF HOOK lamp starts glowing as soon as an incoming call is answered and remains on as long as that port is off-hook. The PLAY and RECORD lamps glow while the port is playing back or recording a voice message, respectively.
The 1 port and 2 port units are identical in all respects except for one additional program available in the 2 port units.
A standard USOC RJ11 phone jack is used to connect the EZ ANSWER to the property’s PBX as an extension.
The power input is through an EP socket and the unit will work reliably for any ac or dc input voltages in the range of 9 to 15 volts.
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The EZ ANSWER may be wall mounted or kept on the tabletop. The unit has wall-mounting eyelets on the bottom of the unit. The eyelets are centered on a 2.5-inch spacing for the 2 port unit and on a 1.5 inch spacing for the 1 port unit.
The EZ ANSWER has Level adjust controls at the bottom of the unit, for adjusting the output level of the voice message played back to the caller.
The EZ ANSWER does not need any batteries to retain its VOICE MESSAGES or the Program Parameters, since both are stored in Non-volatile memory.
The EZ ANSWER is a Plug-n-play product, which can be put to use with a minimum of programming. It comes with default parameters and default voice messages programmed in the unit, which will be adequate for most installations. At some places, the extension lengths and hook flash timings may need to be programmed to get the unit to work properly,
The EZ ANSWER is completely remote programmable.
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Installation
Unpack the unit from its shipping carton and check that all the materials have been received in good condition. Any damages or shortfalls must be reported immediately to the distributor from whom the purchase was made.
Your EZ ANSWER shipping carton must contain the following:
The EZ ANSWER Auto Attendant
User Manual
Wall Adapter
Modular cable(s)
Select a suitable location for the EZ ANSWER to be placed - it may be wall mounted or kept on the tabletop. A suitable location should have one or two phone extension sockets and a power socket close by, should be easily accessible for any service or maintenance work.
Plug in the Wall Power adapter into the Power socket and insert the other end into the Power input connector on the EZ ANSWER. Switch on the power to the unit. The Power l.e.d on the unit should flash rapidly for about 2 seconds, then remain steady for a second and then continue to flash once a second, indicating that it is now in normal operation.
Insert the modular connector in the line jack on the unit and insert the other end into the wall extension socket for both the ports.
Sometimes, when the power is first applied or when the phone cord is inserted, the Power l.e.d may glow steadily for about 5 seconds before returning to the slow On-Off flashing state. This is normal and need not cause any concern.
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If the OVER FLOW pickup function is also to be used, these connections from the PBX will need to be brought to the EZ ANSWER’s location.
On the Two-port Auto Attendant, the Overflow inputs are common to both the ports. However, to avoid both ports picking up the Overflow call at the same time, Port 2 is programmed to wait for one relay closure more than Port 1. For example, if 5 is the `number of closures’ programmed under program #210, Port 1 will pick up the call after 5 closures. If Port 1 is busy answering a call, Port 2 will pick up the call after total of 6 relay closures.
You are now ready to do a Functional Check of the unit and then put it into operation.
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Connection Diagram
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Functional Check
After the Installation has been completed satisfactorily, you will need to carry out a few preliminary checks, before putting the unit into operation.
If you are looking at the EZ ANSWER while you are running the functional check, it will be very easy to solve any problems that may be encountered as well as understand the programming methods.
You will need another extension from which you can call into the EZ ANSWER to go through the functional check. Ascertain the extension number of the EZ ANSWER and call into it from the second extension. The unit should pick up the call after the second ring and start playing the main greeting.
If the EZ ANSWER does not pick up the call by the second ring - observe whether the Power l.e.d on the unit is steady or flashing. If it is still flashing, it means that the unit is not getting any RING signal. Check the extension into which the EZ ANSWER is plugged in - may be the extension is faulty or you may be calling some other extension number.
If the Power l.e.d is steady, wait for at least 16 rings - if the unit picks up the call before 16 rings, it may be, because, the parameters were changed while testing prior to dispatch. If the unit does not pick up the call even after 16 rings, most likely, the ringing signal received from the PBX is faulty.
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Once the unit picks up and answers the call, listen to the voice message and adjust the output level if necessary. The Volume adjust control is located at the bottom of the unit. As long as the unit remains off hook, the OFF HOOK l.e.d will be glowing steadily. Whenever the unit is playing a voice message, the PLAY l.e.d on the unit will be glowing.
Go into the programming mode and run program #999 to set all default values. Change the Extension Length (program # 204) to the desired value and exit programming mode.
Now call into the EZ ANSWER and dial an extension number while the unit is playing the main greeting or during the 5-second’s silence after the greeting message. Confirm that the unit transferred the call to the extensions that you had dialed.
If these basic functions worked properly, go into programming mode and set all the other parameters to suit your site.
To check the OVERFLOW pickup function (without connecting to the PBX), take a piece of wire and lightly touch the two terminals a few times - observe the Power l.e.d stop flashing, the Off-hook lamp coming on and then the Play l.e.d start to glow. This indicates that the unit has picked up the call.
Most of the common problems are listed at the end of this manual along with the possible causes and remedies. If you faced any problem during the basic functional check, look through the Trouble-shooting guide before calling for Tech support.
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Operating Basics
The EZ ANSWER is a 1 port / 2 port Auto Attendant with several built in facilities. To make the best use of these features, it is necessary to understand the working of the unit as well as some features of your PBX and the site where it is being installed.
The default parameters have been designed to work straight away for most of the installations. However, there may be some problems in some sites. Although the user is permitted to record the main greeting message, (on a Generic Voice module) it must be noted that, the default main greeting, once recorded over, cannot be retrieved.
The Hook Flash duration and the Delay after Hook flash are two parameters, which need to be programmed properly before the unit can function correctly.
The unit will accept any digits that are dialed while the main greeting is being played. If no digits are dialed till the main greeting is over, the unit will wait for 5 seconds before transferring call to the operator.
A call routed normally by the PBX to the EZ ANSWER will have a higher priority over the Overflow Pickup call. And hence, if a normal call comes in while the unit is waiting for the requisite number of Overflow relay closures, it will abandon the Overflow call and answer the normal call.
It is suggested that the users familiarize themselves with the programming of the unit and then change the default password so that unauthorized changes of the parameters will be avoided.
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The 2 port unit can function as 2 individual ports (totally independent of each other) or as a common 2 port unit.
In the `individual’ mode of operation, the two ports are not linked together in any way except to be physically packaged into one unit. Each of the two ports may be programmed with a separate set of program parameters; different main greeting messages and also be connected two different EPABXs.
In the `common’ mode of operation, when one port goes into the programming mode, it will signal the other port, which will then terminate all activities. If it is in the middle of answering a call, it will disconnect the caller - and both ports will remain in the programming mode, till the caller exits from the programming mode. Here, all the program parameters are common between the two ports.
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Removable Voice Modules
The EZ ANSWER is supplied in two versions - with fixed built in Voice storage or with Voice modules, which are replaceable.
The removable modules are of two types - Generic (which are re-recordable by the user) and Custom (not re-recordable).
The removable voice modules make it possible for the user to have different pre-recorded custom greetings to suit the different seasons & occasions and at the same time ensure that these custom greetings are not accidentally recorded over.
To replace the voice module, switch off the power to the unit, loosen the two screws holding the module to the main unit and unplug the module. Now, insert the new module with the proper orientation - it can not be inserted the wrong way in - tighten the two screws and then switch on the power to the unit. Confirm the proper operation of the unit.
Warning:
1.Do not remove or insert the modules when the unit is powered on. This may damage the voice module.
2.If the unit is powered on without the voice module, the PLAY and REC status lamps on the EZ ANSWER will be continuously flashing and the unit will not answer any calls. Hence, after replacing a voice module, ensure that the unit is functioning normally.
3.If the user tries to record the main greeting in a Custom voice module through program #104, the unit will prompt with the message This entry is invalid.
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Programming the Unit
The EZ ANSWER Auto Attendant is shipped from the factory with default settings, which should be good enough to work in most installations.
However, some site-specific parameters may need to be programmed, before the unit is put into operation.
The following page lists the available programs along with the valid input parameters and the defaults already programmed in the unit.
The unit has a built in set of voice prompts, which are used to guide the user during programming and also to ascertain the currently programmed values in the system.
The unit is fully remote programmable. The user can program and check all of the values as well as record the main greeting, from any remote location, by calling into the unit from a standard touch tone phone instrument.
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To enter the Programming Mode:
Call in to the EZ ANSWER by dialing the extension to which it is connected. The unit will pick up the call and start playing the main greeting. At any time while the main greeting is being played, or during the 5 second silence after the main greeting is over, press the `star’ key (*) to enter the Programming mode.
As soon as * is pressed, the main greeting will stop playing. Now, enter the 5 digit password followed by the `pound’ (#) key. The default password is
12345.
If the password is valid, the unit will prompt you with the message Enter Program Number. If the password is invalid, you will hear the message This entry is invalid and the unit returns to the main greeting.
Press 12345# to enter programming mode.
Press ### to exit programming mode.
Normally, a single # is enough to take you out of the programming mode. However, # # #, entered in quick succession, is guaranteed to take you back to the main greeting.
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General Programming Rules
All the digits for the program number and the values for that program should be entered one after the other - except for program numbers 107, 109 and 207.
If the unit responds with the message This entry is invalid, it means that either you entered a program number which does not exist or that the parameters for that program are invalid / out of range.
If a digit is input while the unit is playing a voice prompt, the voice prompt will be terminated and the unit will wait for further inputs. Hence, until the user is familiar with the programming methodology, it is recommended that the user wait for the voice prompts to finish playing fully before proceeding with the next program inputs.
Some programs require a variable number of digits to be entered, while the rest of the programs require a fixed number of digits to be entered. Where a variable length entry is permitted, if less than the maximum number of digits permitted for that program are entered, the # key is used to terminate the entry sequence.
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For the fixed length entry programs, the unit will start processing the entered digits as soon as all the digits are entered.
The # key is not to be used for terminating the entry sequence for these programs.
If no digits are input for 60 seconds, the unit will time-out and exit from the programming mode.
On successful completion of a program, the old values will be overwritten with the new values in the unit’s non-volatile memory and will come into effect after exiting from the programming mode.
The unit may take about 1 second to write the values in the non-volatile memory. If more than 1 digit is entered during this period, it will lead to an error or unexpected consequences.
Hence, if you are using a butt set to program the unit, it is advisable to wait for at least 1 second before continuing with the next program.
The values that are currently programmed in the system may also be ascertained by `listening’ to the values prompted by the system. The # key is not prompted since it is used to terminate an entry.
After the programming is over and the user exits the programming mode by pressing ###, the unit will start playing the main greeting and the user can now transfer to another extension or test the parameters that were just programmed.
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List of available programs
Program # ........ |
Program description .......... |
101 / 141 Change the existing password
102 / 142 Set the hook flash timing
103 / 143 Transfer type selection
104 / 144 Record main greeting
105 / 145 Operator extensions
106 / 146 Invalid leading digits
107 / 147 Valid extension list
108Delete valid extension
109/ 149 Single digit dialing plan
110/ 150 Fax extensions
201 / 241 |
Conflict timer |
202 / 242 |
Number of rings to pick up |
203 / 243 |
Off hook to Message delay |
204 / 244 |
Extension length |
205 / 245 |
Delay after hook flash |
206 / 246 |
No. of rings for no answer |
207 / 247 |
Invalid extension list |
208Delete invalid extension
209/ 249 Overflow relay pick up code
210/ 250 Reroute on busy extension
211/ 251 Operation mode
300 – 321 Listen to default messages
999 |
Set all default values |
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Program # 101:
To program a new 5 digit password -
Enter 101 nnnnn.
`nnnnn’ is the new password that you want to set. The password may include * but not # as a digit.
Length of entry = fixed 5 digits
Default password = 12345
Program # 141:
To listen to the currently programmed password
You will hear:
“ One Four One (0.6 sec silence) One Two Three Four Five”
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Program # 102:
To program the Hook flash duration -
The hook flash duration is programmable in steps of 50 msec (0.05 sec) from 0 to 2.45 seconds.
Enter 102 nn.
Range for `nn’ = 0 to 49
Hook flash duration = nn x 0.05 sec
If `nn’ = 0, then no hook flash will take place.
Default value = 13 (650 ms)
Length of entry = fixed 2 digits
Program # 142:
To listen to the currently programmed value for the Hook flash duration,
You will hear:
“ One Four Two (0.6 sec silence) One Three”
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Program # 103:
To select the TRANSFER TYPE
EZ ANSWER Supports 3 types of transferring an incoming call.
Type 0 - Semi supervised
Type 1 - Fully supervised
Type 2 - Blind mode
Semi supervised: In this mode, the unit will transfer the call to an extension, if that extension returns a ring signal. If that extension is busy or invalid, the appropriate message is played back to the caller.
Fully supervised: In this mode, the unit will wait for the extension to answer before transferring the incoming call. If there is no answer from the extension, the unit will play back the message “ I am sorry, there is no answer from that room” and then allow the caller to dial 0 for the operator or hang up. The number of rings that the unit will wait before deciding there is no answer from the called extension will depend on the value programmed under program # 206.
Blind mode: In this mode, the unit will not check for `ring - no answer’, `busy’, `re-order’ signals from the PBX. The call will be transferred as long as it is not part of the invalid extension list. The unit will dial out the extension and hang up.
Enter 103 n where n = 0, 1 or 2
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