Norstar Modular ICS 7.0, 7316, 7316E System Manual

Norstar, Meridian and Companion are trademarks of Nortel Networks
© Nortel Networks 2005
Modular ICS 7.0 System Coordinator Guide
www.nortel.com/norstar
N0000626 03
Printed in Canada
N0000626 03 Modular ICS 7.0 System Coordinator Guide
Table of Contents
Getting started with Norstar 13
Using this guide 13
Emergency 911 Dialing 13 Understanding programming 14 Before you start 15 What you need to do programming 15 Using Buttons 16 Using the buttons under the display 19
The programming overlay 19 A map for using programming 21 Starting and ending a session 24 Ending a session 25
Frequently used programming operations 27
Changing the display time & date 27 Adding or changing a system speed dial 29 Program a name for a speed dial 31 Changing the name of a telephone 32 Changing the name of a line 33 Making changes to Call Forward No Answer 35 Making changes to Call Forward on Busy 37 Making Changes to Do Not Disturb on Busy 38 What would you like to do next? 39
Answering calls 41
Answering calls in Hunt Groups 41 Answering an incoming call 41
Line buttons 42
Rings you may hear 43 Sorting calls by distinctive ring patterns 44 Answering calls at a prime telephone 45 Expanding telephone capacity 46
Using a 7316E+KIM as a central answering position 46 Release button 51
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Hearing aid compatibility 51 Viewing information about a call on the display 51
Using Call Information for a particular call 52 Displaying Call Information before or after answering 53 Displaying Call Information for a call on hold 53 Making Call Display information appear automatically 54 Changing which information is shown first about a call 55
Picking up a call ringing at another telephone 56
Answering ringing telephones using Directed Pickup 56 Answering any ringing telephone using Group Pickup 57 Changing a telephone pickup group 58 Trunk Answer 59 Answering a call using Trunk Answer 59 Answer DNs and Answer keys 60
Creating a Conference Call 61
Disconnecting one party 62 Independently holding two calls 63 Putting a conference on hold 63 Splitting a conference 64 Removing yourself from a conference 65
Listening to a call as a group 66
Canceling Group Listening 66
Using handsfree and mute 66
Answering calls without lifting the receiver 67 Making calls without lifting the receiver 68 Muting the set 68 Changing a regular call to handsfree 69 Changing a handsfree to a regular call 69 Using handsfree 69 Changing handsfree for a telephone 70 Handsfree Answerback 72
Turning Privacy on or off for a call 72
Creating a conference by releasing privacy 73
Making a call private 73 Checking call length using Call Duration Timer 73 Disconnecting by accident 74 Time 74
Making calls 75
Choosing a line using a line button 77
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Line pools 78
Using a line pool to make a call 79 Programming a memory button with a line pool 79 Making calls from an ISDN terminal 80 Dialing calls with a second dial tone 80
Changing how you dial your calls 80
Using Standard dial 81 Using Automatic dial 81 Using Pre-dial 82
When the dialed internal number is busy 82
Priority Call 82 Making a priority call 83 Giving a telephone the ability to make priority calls 83 Using Ring Again 84
Time savers for making calls 87
Storing a number on a memory button for Autodial 87
Adding an autodial button 87 Choosing a line for Autodial 88
Using intercom as the line for Autodial 88 Using Last Number Redial 90 Preventing a telephone from using Last Number Redial 90 Using Speed Dial 91
Making a speed dial call 92
Changing and adding System Speed Dials 92
Adding or changing User Speed Dial 92 Using Saved Number Redial 94
Dialing a saved number 94 Blocking Saved Number Redial 94
Handling many calls at once 97
Using Hold 97
Retrieving a held call 97
Listening on hold 98
Holding a call exclusively 98 Using Call Queuing 99
Transferring calls 101
Using the transfer feature 101
Transferring a call 101
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Transferring external calls 102
Canceling a transfer 103 Using Camp-on 104 Parking a call 106
Retrieving a parked call 106
Using Call Park 106 System-wide call appearance (SWCA) codes 108 Using Callback 110
Forwarding your calls 111
Forwarding your calls within the system 111
Canceling Call Forward 111
Using Call Forward at your telephone 112
Overriding Call Forward 112
Changing the automatic Call Forward settings 113
Changing Forward no answer 113
Changing the delay before a call is forwarded 113
Forward on busy 114
DND on Busy 114
Call Forward and Voice Mail 115 Line Redirection 116
Turning on Line Redirection 117
Canceling Line Redirection 118
Allowing a telephone to redirect calls 118
Turning the redirect ring for a telephone on or off 119
How Line Redirection is different from Call Forward 121
Using Line Redirection 121 Centralized voice mail and auto attendant 122
Using a centralized voice mail system 122
Communicating in the office 123
Paging 123
Making a page announcement 123
Activating and deactivating the ability to page 124
Creating page zones 125
Using Page with external paging equipment 127 Sending messages 127
Sending a message 127
Canceling a message you have sent 128 Viewing your messages 129
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Replying to a message 129 Replying to a message using an analog telephone 130 Removing items from your message list 131 Removing items from your message list using an analog
telephone connected to an ASM 131
Viewing messages you have sent 132
Using Voice Call 134
Muting Voice Call tones 134 Answering a Voice Call with handsfree 134 Blocking Voice Calls using Voice Call Deny 135
Tracking your incoming calls 137
Using Call Log 137
Call Log options 139 Logging a call manually 139 Enabling and disabling autobumping 139 Viewing your Call Log 140 Viewing a Call Log item 140 Erasing log items 140 Making a call using Call Log 141 Creating a password to your Call Log 141 Changing your Call Log password 142 Deleting an assigned password 142
Using external Voice mail 144
Customizing your telephone 145
Finding out what a button does using Button Inquiry 145 Changing the set display contrast 146 Changing the language on the display 146 Programming a feature code onto a memory button 147
Programming feature buttons 147 Erasing a feature button 147
Labeling your set 149
Applying button labelling 149 Digital phones 149
Default button assignments 150
7316E button defaults 150 7316 digital phone button defaults 152 7208 button defaults 154 7100 digital phone button defaults 154
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Rules of default button assignment 155 Moving line buttons 156 Changing the type of ring 157 Adjusting the Ring volume 158 Hiding the message or calls indication 158
User Preferences 159
Using User Preferences 159
Changing button programming 160
Changing User Speed Dial 161
Changing Call Log options 162
Changing how calls are dialed 162
Changing the language used on the display 162
Making the display lighter or darker 162
Changing the ring type 163
Programming Hunt Groups 165
Adding or removing members from a group 167
Moving members of a group 168 Assigning or unassigning lines to a group 169 Setting the distribution mode 170 Setting the hunt delay 171 Programming busy line setting 172 Programming the queue time-out 173 Programming the overflow set 173 Setting the name 174 Allowing/disallowing an auxiliary ringer 175 Assigning a distinctive ring pattern to a Hunt Group 175 Using Silent Monitor 176
Feature notes 179
Using the Hospitality features 181
Hospitality passwords 181 Room/desk information 183
Programming room information 183
Using the room/set programming 185 Programming the alarm feature 187
Using the Administration set to control alarms 188
Using the alarm 189
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Canceling an alarm 190 Turning off an alarm 190
Telephone features 191
Installing digital phones 191 Naming a telephone or a line 193 Moving telephones 193 Stopping calls from ringing at your telephone: Do Not Disturb
(DND) 194
Stopping calls 194 Refusing to answer a call 194 Canceling Do Not Disturb 194 Using Do Not Disturb 194
Using Background Music 195
Turning Background Music off 195
ISDN PRI and BRI 197
ISDN PRI 197 ISDN PRI features 198
Network Name Display for PRI 198 Name and number blocking for PRI 199 Emergency 911 Dialing 199 Two-way DID 199 Call by Call service selection for PRI 200 Dialing Plan and PRI 201
ISDN BRI 202
Line access from an ISDN terminal 203
ISDN BRI features 203
Network Name Display for BRI 203 Name and number blocking for BRI 204
Service provider features 204
Call Forward 204 Canceling Call Forward 205 Calling the number your calls are forwarded to 205 Automatic Call Back 205 Automatic Recall 205 MCID (profile 2) 206 Network Call Diversion (profile 2) 207 Overlap dialing (profile 2) 207
ISDN BRI terminals 207
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ISDN applications for BRI and PRI 207
Using System features 209
Using alternate or scheduled services 209
Preventing certain calls from being made 209
Making additional telephones ring 209
Changing the lines used by outgoing calls 210 Turning Services on and off 210
An example of how to turn on a Service manually 212 Turning Services on and off 213
Viewing the active Services on a two-line display 214
Viewing the active Services on a one-line display 214 Using passwords 217
Using a Basic password 217
Changing passwords 218
Clearing a Call Log password 219
Hospitality passwords 219
Silent Monitor password 220 Using special telephones 221
Direct-dial 221
Changing the direct-dial telephone assignments 221
Hotline 222
Bypassing a Hotline 222
Making a telephone a hotline telephone 223
Control telephone 224
SM Supervisor 224 Using Set lock 225
Changing Set Lock programming for a telephone 225 Using an auxiliary ringer 226
Turning the auxiliary ringer for a telephone on or off 226 Using Host System dialing signals 227
Link 227
Preventing a telephone from using Link 227
Pause 228
Long Tones 229
Programmed Release 229
Run/Stop 230
Wait for Dial Tone 230
Using tone dialing for a call 231 Using your Norstar system from an external location 231
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Controlling access to your Norstar system 232 Direct inward system access (DISA) 232 Class of Service (COS) 233 Maintaining security 233
Accessing Norstar remotely over the public network 233 Tones 234 Using Class of Service (COS) passwords 235
Changing your Class of Service 235
General System features 237
Set profile 237 Line profile 237 Pulse or tone dialing 238 Disconnect supervision 238 Hunt Groups 238 Internal numbers 239 Line assignment 239 Target line 240 Line pools 241 Overflow call routing 241 Telephones with no line buttons 242
Memory buttons 242
One-line display 243
Prime line 243
Private lines 243
Volume bar 244
Troubleshooting 245
Using the alarm telephone 245 Reporting and recording alarm codes 245 Testing the telephone 246
Testing the telephone display 246
Testing the telephone buttons 247
Testing the speaker in the telephone handset 247
Testing the telephone headset 248
Testing the telephone speaker 248
Testing the power supply to a telephone 248
Common feature displays 249
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Glossary 253
Index 271
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Getting started with Norstar
Your Norstar digital key system has many powerful features that can be customized to keep up with changes in your workplace.
Using this guide
The person who is responsible for adding or moving telephones or making changes to the system is called the system coordinator. This guide is designed to give the system coordinator all the information he or she needs to carry out these kinds of jobs.
The first section contains step-by-step instructions about changing the time and date, deciding how many rings it takes before a call is forwarded, and other day-to-day programming. Once you understand these basic steps, you can move on to the many other features described in the second section of the guide, and refer to the first section only from time to time.
You can look at the contents page for an overview of the features that are available, or check the index for specific features or messages displayed on your telephone.
Emergency 911 Dialing
Emergency 911 Dialing is the capability to access a public emergency response system by dialing the digits 9 1 1.
Emergency 911 Dialing
State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary. Consult your local telecommunications service provider regarding compliance with applicable laws and regulations.
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Understanding programming
When your system is installed, your installer or customer service representative programs it to work with your telephone lines, with your private network, if you have one, and with optional equipment. They customize the system for your office. All programming is recorded in the Modular ICS 7.0 Programming Record.
You may want to further customize your system. For example, you can change how some features work, or adapt the system to changes in your office. Programming allows you to change settings that probably need to be updated regularly because of staff turnover or new business contacts. You can also assign features and program buttons on individual telephones.
There are four ways to customize and maintain your Norstar system:
Initial programming is performed for you by your installer or customer service representative. It deals mostly with how the system interacts with lines, telephones, and other equipment.
Your programming as a system coordinator changes how features work for the system, as needed. It requires a System Coordinator password.
A Basic programming password is available to allow individuals other than the system coordinator to make changes without giving access to sensitive programming capabilities.
Personal programming is available to anyone through the Feature button on their Norstar telephone. It allows individuals to change how their telephone works to suit themselves.
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Before you start
Before you begin programming, plan what changes you want to make. Record the changes in the Norstar Programming Record so that you have the information at hand. For example, if you are going to program system speed dial numbers, fill out the page in the Norstar Programming Record so that you have all the numbers and codes handy once you start programming.
What you need to do programming
Programming is performed using a telephone that can show two lines of information on its display. Examples of telephones with two-line displays are shown on page 16.
You need a programming overlay to show which buttons to press when you are performing programming. See The programming overlay on page 19.
When you use a telephone for programming, it is taken out of service. This means it is unable to receive or make calls, and the call forward features do not work. Do not use the main reception telephone for programming because you may lose incoming calls.
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Using Buttons
The two-line telephone you use for everyday calling can be used for changes and maintenance. Examples of telephones with two­line displays are shown in the illustration.
Digital phones used for programming and maintenance
7316E
7316
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The next illustration numbers the buttons that are used for both day-to-day communication and programming on the 7316E digital phone. The following table describes what each numbered area is used for.
7316E digital phone buttons
Display
Shows instructions for everyday calling as well as for programming.
Display buttons
Have a variety of uses. The current use is shown on the display above each button.
Dialpad
Used for dialing numbers when you are making calls.
For programming, the dialpad is also used for entering numbers and letters
Memory buttons
Dial a number or feature code stored on the button.
Feature button
Allows you to enter a feature code while using or programming the telephone.
Hold button
Puts an active call on hold.
Release button
Hangs up an active call or ends programming.
9
11
10
1
2
3
4
5
4
6
7
8
1
2
3
4
5
6
7
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This guide uses the icons for 7316E digital phone buttons in feature code examples. Your telephone may have different labels, or the buttons may be in slightly different locations.:
Volume rocker switch
Turns the volume you hear through the handset up or down.
During programming this switch is used to adjust settings, such as for the display contrast.
Mute
Mutes the transmitter in the handset.
Handsfree
Allows you to speak to and hear a call without using the handset or headphones.
Headset
Activates the headset feature.
Button description 7316 and 7316E Digital phones
Feature
Hold
Volume Control
Release
®
8
9
10
11
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Using the buttons under the display
The three display buttons are used both for telephone features and programming. What each button does depends on what the display shows. Some display instructions that you may see when making changes on the system include OK, CHANGE, or COPY. In this guide, display button instructions are underlined.
Display buttons
The programming overlay
When you begin programming, a group of buttons on the telephone become the buttons for moving through programming headings and settings. The programming overlay is a paper cutout that is included with the Programming record. It relabels the four buttons to name the actions you use during programming.
Show line:
COPY
Display text
Display button command
Display button
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7316/7316E with programming overlay
The diagram below shows how the headings are used to navigate the programming menus.
Heading Back
Show Next
Heading Back
Show Next
Business
Series
Terminals
Programming
Record
Place overlay over keys with indicators
7316E programming indicators
7316 programming indicators
Press Show to move to the next level under the current heading.
Press Next to move to the next item on the same menu level.
Press Heading to move up one level of the menu structure
Press Back to move to the previous item on the same menu level.
Restrn service
Routing service
Ringing service
Services
Sched: Night
Current heading
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Programming buttons are active or inactive at different stages of programming. A button is active (meaning you can use that option), when the indicator next to it is lit (ª or º).
A map for using programming
The tables on the following three pages show the headings that display when you move through the display menu after pressing ≤••Ç؈ÏÈÌ and entering the password (the default password is ÅΘȈ or ¤‹fl›fl).
The default Basic password (ıÅÍÈÇ or ¤¤‡›¤) can be used with a limited number of feature codes, including ••ÊȘ‰ and the codes for turning call services on and off. For more information, see Using passwords on page 217.
Customize each telephone on the system. You can change where a call is forwarded, give a telephone a name, or allow certain features to be used at a telephone. You can change the button programming on any telephone on the system.
Show the active lines. Coordinator can rename lines.
Turn services on or off: Ringing service, Restriction service, and Routing Service.
Program up to 255 different telephone numbers so internal users can dial them with a three-digit code (001-255).
Change or erase the password you use for programming, or the one you use for Call log.
Change the time, date, or both.
Access the headings that define Hunt Groups, Hospitality services. Enter the BusName, which displays on caller ID lines.
Terminals&Sets
Lines
Services
Sys speed dial
Passwords
Time&Date
System prgrming
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System Coordinator user interface
Terminals & Sets
Show set
Enter digits or press LIST.
Capabilities Fwd no answer Fwd to
Fwd delay
Fwd on busy Fwd to DND on busy Handsfree HF answer back Pickup grp Page zone Paging D-Dial Priority call Hotline Intrn #
Extrnl# .... Use prime
line Aux. ringer Allow redirect Redirect ring ATA settings ATA ans timer
Msg Indicate SWCA call group Call 1-16
Name User
preferences
Mdl Button
progrming
# of buttons
B01 ... BXX
CLR TEL# FEATR
KIM X or CAP X User speed dial # of speed dialers
Spd # 255-279 Call log opt’ns No one answered
Unanswered by me
Log all calls
No autologging Dialing opt’ns Standard dial
Pre-dial
Automatic dial Language Display cntrst Ring type Voice path Dflt: Handsfree
Headset
Restrictions Set restrictions Set lock (Partial, Full,
None)
Allow last no
Allow saved no
Allow link
Telco features 1st Display
Called ID Call log set
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Note: Some headings will only show if required by the selected options for the previous heading.
Lines Show lines
___
Enter digits or press LIST
Name
Services Ringing
service
Sched: Night Evening Lunch Sched 4 Sched 5 Sched 6
Off, Manual, Auto
Restrn services
Sched: Night Evening Lunch Sched 4 Sched 5 Sched 6
Off, Manual, Auto
Routing service
Sched: Night Evening Lunch Sched 4 Sched 5 Sched 6
Off, Manual, Auto
Sys speed dial
Speed dial #
Enter digits or press LIST
add/change tel #
(001-255) Use prime line
Display digits Name
Passwords Call Log
pswds
Show set Log pswd
Progrming pswds
Sys admin: 23646 Basic: 22742
Reg. pswd (MICS-IX, only)
Hospitality Desk pswd: 4677
Cond pswd:None
SM pswd: 745368
Time&Date Hour
Minutes Year Month Day
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Starting and ending a session
As system coordinator the first steps in making any change to the Norstar system are always the same.
System Prgrming
Hunt Group Show Group Member DNs
Line assignment Show line ___
Unassigned/ Assigned
Mode Broadcast
Sequential
Rotary Hunt Delay If Busy BusyTone/Queue Q Timeout Overflow Name Aux. Ringer Distnct ring
BusName Hospitality Room/desk info Show set Room #
Adm pwd req’d
Service time Hour
Minutes
Alarm Attn attempts
Retry intrvl Attn duration Time format 12 hr/24 hr Expired alarms Notify set
Use tone
Press ≤.
Press ••Ç؈ÏÈÌ. This is the same as pressing ••¤flfl‹››.
Press ÅΘȈ. This is the same as pressing ¤‹fl›fl. Press RETRY
to re-enter
the password if you enter an incorrect character.
The display shows the first of the seven headings available for administration programming.
ÅΘȈ is the password, unless the password has been changed. Check the Programming Record for the most recent password.
Jan 1 12:00pm
Feature:
Password:
RETRY
Terminals&Sets
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Ending a session
The system makes any changes you indicated in programming as soon as you move away from a setting, either by using the navigation buttons or by pressing ®.
You can see if the changes you made to telephone programming have taken effect by pressing the UPDATE display key. The display shows you how many telephones have not been updated.
Press DNs to see the specific extensions where programming changes have not taken effect yet. Items disappear from the list as they are updated.
Record any changes you make in the Modular ICS 7.0 Programming Record. If there is a problem with the system, the installer needs to see a history of the changes you have made.
Remember to inform people in your office of any changes you have made that affect them. For example, you may change system speed dial codes or change the number of rings before an unanswered telephone is forwarded.
Press ® to end the session.
After a few seconds, the time and date reappears on the display.
Display digits:Y
CHANGE
End of session
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Frequently used programming operations
The following sections highlight the most frequently used programming operations. To consult these or other programming operations, see either the Table of Contents or the Index.
Changing the display time & date
Entering letters and numbers using the dialpad
Press ≤.
Press ••°›fl‹ (which is the same as ••ÊȘ‰).
Press ¤¤‡›¤ (ıÅÍÈÇ) or ¤‹fl›fl (ÅΘȈ)
The passwords can be changed. See Using passwords on page 217 for more information.
Jan 1 12:00pm
Feature:
Password:
RETRY
first press
second press
third press
fourth press
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In this example, you are changing the time to 1:30 p.m.
Press CHANGE.
Press the dialpad buttons to enter the hour. Use two digits for all hours. The clock on the display shows either one or two digits.
The display prompts you to choose a.m. or p.m. Press CHANGE and OK to select p.m.
Press NEXT.
Press CHANGE.
Press the dialpad buttons to enter the minutes.
If you are only changing the time and not the date, press ® to end your session.
In this example, you are changing the date to July 15, 1998.
Press NEXT.
Press CHANGE.
Press the dialpad buttons to enter the year.
Press NEXT.
Press CHANGE.
Press the dialpad buttons to enter the month.
Use numbers for the months: 01 is January; 12 is December.
Press NEXT.
Hour:01 NEXT CHANGE
Hour:___ CANCL
AM OK CHANGE
Hour:01 NEXT CHANGE
Minutes:00 NEXT CHANGE
Minutes:___ CANCL
Minutes:30 NEXT CHANGE
Year:01 NEXT CHANGE
Year:___ CANCL
Year:02 NEXT CHANGE
Month:01 NEXT CHANGE
Month:___ CANCL
Month:07 NEXT CHANGE
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The clock controls the schedules used for services such as ringing and routing services.
After a power failure, the clock is behind by the length of time power was lost. For example, if the power is out for two minutes, the clock is two minutes behind.
Adding or changing a system speed dial
You program a speed dial on your Norstar so that anyone in your office can dial a frequently used number using a three-digit code (001-255).
To change a speed dial that already exists, follow the same steps. The new programming overwrites the previous number and settings.
Begin the programming session
Press CHANGE.
Press the dialpad buttons to enter the day.
Press ® to end your session.
Press ≤.
Press ••¤flfl‹››.
Press ¤‹fl›fl.
Day:01 NEXT CHANGE
Day:___ CANCL
Day:15 CANCL
End of session
Jan 1 12:00pm
Feature:
Password:
RETRY
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Choose a speed dial code
Add or change the telephone number
Select a line for the speed dial code
If you assign a specific line to a system speed dial number, only telephones with an appearance of that line can use the speed dial number.
Press ‘ three times.
Press ≠.
Press ‚‚⁄.
You can pick any system speed dial code between 001 and 255.
Press ≠.
Press CHANGE.
Use the dialpad to program the telephone number that you want to add. The telephone number can be up to 24 digits long.
Your display shows the telephone number, which is represented by the row of n-characters shown here. Press OK.
Press ‘.
Press CHANGE to see your options: Use prime line, a specific line (for example Use line: 01), a line pool (for example Pool code:71), or Use routing tbl.
Stop pressing CHANGE when the display shows the prime line again.
In this example, the system selects the prime line automatically to dial speed dial code 001. This is the most common choice.
Terminals&Setsˆ
Sys Speed Dialˆ
Speed dial #:___
LIST
Speed dial #:001ˆ
FIND
001:No number
CHANGE
001:___ CANCL OK
001:nnnnnnnn__ CANCL BKSP OK
001:nnnnnnnn CLR CHANGE
Use prime line
CHANGE
Use prime line
CHANGE
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