Nortel Cics 6.0 User Guide

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System Coordinator Guide

Norstar and Meridian are trademarks of Nortel Networks © Copyright Nortel Networks 2002

1-800-4 NORTEL www.nortel.com/norstar P0992670 03 Printed in Canada

Table of Contents

Getting started with Norstar 13

Using this guide 13 Understanding programming 13 Before you start 14 What you’ll need to do programming 15 Using Buttons 15 Using the buttons under the display 18

The programming overlay 18

A map for working in programming 20 Starting and ending a session 24 Ending a session 25

Frequently used programming operations 27

Changing the time and date on the display 27 Adding or changing a system speed dial 29 Changing the name of a telephone 32 Changing the name of a line 34 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? 40

Answering calls 41

Answering incoming calls with Hunt Groups 41 Answering an incoming call 41

Line buttons 42 What line indicators mean 42

Rings you may hear 42 Sorting calls by distinctive ring patterns 43 Answering calls at a prime telephone 43 Using a central answering position (CAP) module 44

Customizing your CAP module 45

Monitoring telephones with the CAP module 45

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Release button 45 Hearing aid compatibility 46 Viewing information about a call on the display 46

Using Call Information for a particular call 46 Displaying Call Information before or after answering 47 Displaying Call Information for a call on hold 47 Making Call Display information appear automatically at a

telephone 48

Changing what information is shown first about a call 48

Picking up a call ringing at another telephone 49

Answering any ringing telephone using Directed Pickup 49 Answering any ringing telephone using Group Pickup 49 Changing a pickup group for a set 50 Trunk Answer 51 Answer buttons 52

Creating a Conference Call 53

Disconnecting one party 53 Independently holding two calls 54 Putting a conference on hold 54 Splitting a conference 54 Removing yourself from a conference 55

Listening to a call as a group 56

Canceling Group Listening 56

Using Handsfree/Mute 56

Answering calls without lifting the handset 56 Making calls without lifting the handset 57 Muting Handsfree 57 Changing a regular call to handsfree 57 Changing a handsfree to a regular call 57 Using Handsfree 58 Changing Handsfree for a telephone 59 Changing Handsfree Answerback for a telephone 60

Turning Privacy on or off for a call 60

Creating a conference by releasing privacy 61

Making a call private 61 Checking call length using Call Duration Timer 61 Disconnecting by accident 62

Making calls 63

Choosing a line using a line button 65

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Table of Contents / v

Line pools 65

Using a line pool to make a call 66 Programming a memory button with a line pool feature code

Making calls from an ISDN terminal 66

Changing how you dial your calls 67

Using Standard Dial 67 Using Automatic Dial 67 Using Pre-dial 67

When the internal number you have called is busy 68

Priority Call 68 Making a priority call 68 Giving a telephone the ability to make priority calls 69 Using Ring Again 70 Turning on Ring Again 70 Canceling Ring Again 70

Auto Attendant 71

System Answer 71 Custom Call Routing (CCR) 72 CCR groups 72 Direct extension dialing 73 Customizing System Answer and CCR 73 Turning System Answer on or off 74 Turning CCR on or off 75 Choosing the attendant telephone 75 Changing the language for System Answer and CCR 76 Setting ring delay before System Answer takes a call 76 Setting the ring delay before CCR greeting answers 77 Adding/removing telephones from CCR groups 77 Using the pre-recorded greetings 78 Using customized greetings for System Answer and CCR

79 Time available for customized greetings 80 Recording customized greetings for System Answer and

CCR greetings 81 Programming or changing CCR destinations 83 Testing your custom System Answer and CCR 84

Storing a number on a memory button for Autodial 84

Adding an autodial button 84 Choosing a line for Autodial 85

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Using intercom as the line for Autodial 85 Using Last Number Redial 86 Preventing a telephone from using Last Number Redial 87 Using Speed Dial 88

Changing and adding System Speed Dials 88

Adding or changing User Speed Dial 88 Making a speed dial call 90 Using Saved Number Redial 90

Saving a number 90

Dialing a saved number 90 Preventing a telephone from using Saved Number Redial 91

Handling many calls at once 93

Using Hold 93

Retrieving a held call 93

Holding automatically 93

Listening on hold 94

Holding a call exclusively 94 Using Call Queuing 95 Using system-wide call appearance (SWCA) 95

Incoming calls 96

Outgoing calls 97

No free call keys 98

Transferring calls 99

Using the transfer feature 99

Transferring a call 99

Transferring external calls 100

Canceling a transfer 100 Using Camp-on 102 Parking a call 103

Retrieving a parked call 103

Using Call Park 103 Using Callback 105

Forwarding your calls 107

Forwarding your calls to another Norstar telephone 107

Canceling Call Forward 107

Using Call Forward at your telephone 107

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Table of Contents / vii

Overriding Call Forward 108 Changing the automatic Call Forward settings for a

telephone 108 Changing Forward no answer 108 Changing the delay before a call is forwarded 109 Forward on busy 109 DND on Busy 110 Call Forward and Voice Mail 111

Line Redirection 111

Turning on Line Redirection 112 Canceling Line Redirection 112 Allowing a telephone to redirect calls 113 Turning the redirect ring for a telephone on or off 113 How Line Redirection is different from Call Forward 115 Using Line Redirection 115

Communicating in the office 117

Paging 117

Making a page announcement 117 Activating and deactivating the ability to page 118 Creating page zones 118 Using Page with external paging equipment 120

Sending messages using the display 120

Sending a message 120 Canceling a message you have sent 121 Viewing your messages 121 Replying to a message 121 Removing items from your message list 122 Viewing messages you have sent 122

Using Voice Call 124

Making a Voice Call 124 Answering a Voice Call without touching your telephone 124 Preventing Voice Calls to your telephone using Voice Call

Deny 125

Tracking your incoming calls 127

Using Call Log 127 Call Log options 128 Logging a call manually 128 Deleting old log items 129 Viewing your Call Log 129

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Viewing a Call Log item 129 Erasing log items 129 Making a call using Call Log 130 Creating a password to your Call Log 130 Changing your Call Log password 131 Deleting an assigned password 131 Programming a telephone to log calls automatically 131

Using Voice mail 133

Customizing your telephone 135

Finding out what a button does using Button Inquiry 135 Making the display darker or lighter using Contrast adjustment

136

Changing the language on the display 136

English 136 French 136 Spanish 136

Programming a feature code onto a memory button 137

Programming feature buttons 137 Erasing a feature button 137

Labeling your set 139

Applying button labelling 139 Business Series Terminals 139 Identifying the telephones 140 T7316 Business Series Terminal button defaults 141 M7310 telephone button defaults 143

Default button assignments 144 Moving line buttons 147 Changing the type of ring 148 Adjusting the Ring volume 148 Hiding the message or calls indication 148

Restoring the messages and calls indication 148

User Preferences 149

Using User Preferences 149

Changing button programming 150

Changing a User Speed Dial 151

Changing Call Log options 152

Changing how calls are dialed 152

Changing the language used on the display 152

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Table of Contents / ix

Making the display lighter or darker 152 Changing the ring on the telephone 152 Changing the voice path on the telephone 152

Programming Hunt Groups 155

Adding or removing members from a group 156

Moving members of a group 157 Assigning or unassigning lines to a group 158 Assigning a distinctive ring pattern to a Hunt Group 159 Setting the distribution mode 159 Setting the hunt delay 161 Programming busy line setting 161 Programming the queue time-out 162 Programming the overflow set 163 Setting the name 164

Using the Hospitality features 165

Hospitality passwords 165

Desk pswd 165

Cond pswd 166 Room/desk information 166

Programming room information 167

Using the room/set programming 169 Programming the alarm feature 170

Using the Administration set to control alarms 171

Using the alarm 172

Canceling an alarm 173

Turning off an alarm 173

Telephone features 175

Installing Business Series Terminals 175

Mounting a Business Series Terminal on the wall 176 Installing Norstar telephones 178 Naming a telephone or a line 180 Moving telephones 180 Stopping calls from ringing at your telephone:

Do Not Disturb (DND) 180

Stopping calls 180

Refusing to answer a call 181

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Canceling Do Not Disturb 181 Using Do Not Disturb 181

Using Background Music 182

Turning Background Music off 182

Using the device attached to the internal analog terminal

adapter 182

Using a data communication device with the

I-ATA 188

Turning off tones that can interfere with data transmissions

188

Programming answering machines or modems to answer

calls automatically 188 Using the I-ATA with modems and fax machines 188 Troubleshooting for the device attached to the I-ATA 189

ISDN 191

ISDN BRI 191

Line access from an ISDN terminal 192

ISDN BRI features 192

Network Name Display for BRI 192 Name and number blocking for BRI 193

Service provider features 193

Call Forward 193 Canceling Call Forward 193 Calling the number your calls are forwarded to 194 Automatic Call Back 194 Automatic Recall 194 MCID 194 Network Call Diversion 194

ISDN BRI terminals 195 ISDN applications 195

Videoconferencing and video telephony 195 Desktop conferencing 195 File transfer 195 Telecommuting 196 Group 4 fax 196 Remote LAN access 196 Leased line backup 196 LAN to LAN bridging 196 Internet and database access 196

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Table of Contents / xi

Using System features 197

Using alternate or scheduled services 197

Preventing certain calls from being made 197 Making additional telephones ring 197 Changing the lines used by outgoing calls 197 Turning Services on and off 198 An example of how to turn on a Service manually 199 Turning Services on and off using feature codes 199 Viewing the active Services from a two-line display

telephone 200

Viewing the active Services from a one-line display

telephone 201

Using passwords 202

Using a Basic password 203 Changing passwords 203 Clearing a Call Log password 204 Hospitality password 204

Using special telephones 205

Direct-dial 205 Changing the direct-dial telephone assignments 206 Hotline 207 Bypassing a Hotline 207 Making a telephone a hotline telephone 207 Control telephone 208

Using Set lock 208

Changing Set Lock programming for a telephone 209

Using an auxiliary ringer 209

Turning the auxiliary ringer for a telephone on or off 209 Using Host System dialing signals 210 Link 210 Preventing a telephone from using Link 210 Pause 211 Long Tones 211 Programmed Release 212 Run/Stop 212 Wait for Dial Tone 213 Using pulse dialing for a call 213 Using your Norstar system from an external location 213 Controlling access to your Norstar system 214 Direct inward system access (DISA) 214

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Class of Service (COS) 214 Maintaining security 215 Accessing Norstar remotely over the public network 215 Tones 216 Using Class of Service (COS) passwords 216

General System features 219

Disconnect supervision 219

Hunt Groups 219 Internal numbers 219 Line assignment 220 Target line 220 Line pools 221 Overflow call routing 221

M7100 and T7100 telephones 221 Memory buttons 222 One-line display 222 Prime line 223 Private lines 223 Volume bar 223

Troubleshooting 225

Using the alarm telephone 225 Reporting and recording alarm codes 225 Testing the telephone 225

Testing the telephone display 226 Testing the telephone buttons 226 Testing the speaker in the telephone handset 226 Testing the telephone headset 227 Testing the telephone speaker 227 Testing the power supply to a telephone 227

Common feature displays 229

Index 233

Backup programming overlays 251

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/ 13

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 on 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.

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 Norstar Programming Record.

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14 / Getting started with Norstar

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 done 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.

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.

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Getting started with Norstar / 15

What you’ll need to do programming

Programming is done using a telephone that can show two lines of information on its display. Examples of telephones with twoline displays are shown on page 15.

You need a programming overlay to show which buttons to press when you are doing programming. See ‘‘The programming overlay’’ on page 18.

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.

Using Buttons

The two-line telephone you use for everyday calling is used for changes and maintenance. Examples of telephones with two-line displays are shown in the illustration below.

Business Series Terminal used for programming and maintenance

T7316

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16 / Getting started with Norstar

Norstar two-line display telephones

M7324

M7310

The next illustration numbers the buttons that are used for both day-to-day communication and programming on the T7316 telephone.

Business Series Terminal buttons

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Getting started with Norstar / 17

Display

Display buttons

Dialpad

Memory buttons

Feature button

Hold button

Release button

Volume rocker

switch

Mute

Handsfree

Shows instructions for everyday calling as well as for programming.

Have a variety of uses. The current use is shown on the display above each button.

Used for dialing numbers when you are making calls.

For programming, the dialpad is also used for entering numbers and letters

Dial a number or feature code stored on the button.

Allows you to enter a feature code while using or programming the telephone.

Puts an active call on hold.

Hangs up an active call or ends programming.

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.

Mutes the transmitter in the handset.

Allows you to speak to and hear a call without using the handset or headphones.

This guide shows the icons for Business Series Terminal buttons. Your set may have different labels, or the buttons in slightly different locations.

Refer to the table below for comparable Norstar icons,

Business Series Terminals

T7100, T7208, T7316, T7406

T7208 and T7316:

Button description

Feature

Handsfree/Mute

Norstar sets

M7100, M7208,

M7310, M7324

ƒ ©

Handsfree:

Mute:

≥

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Hold

Volume Control

Release

≥

√

18 / Getting started with Norstar

Using the buttons under the display

The three display buttons are used both for telephone features and programming, but what each button does depends on what the display shows. Some display instructions that you may see when making changes on the system are OK, CHANGE or COPY. In this guide, display button instructions are underlined.

Display buttons

display text

display button command

display button

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 (found at the front of this guide) that shows the directions the four buttons take you when programming.

Placing the programming overlay on a Business Series Terminal

Business

Series

Terminals

Heading

Programming Overlay

Back

Show

ext

Business

Series

Terminals

Heading

Programming Overlay

Back

Show

ext

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T7316 overlay (smaller than actual size)

Heading

Show

Business

Series

Terminal

Programming

Overlay

Getting started with Norstar / 19

Heading

Back

M-series terminals overlay

Displays the heading for the current level

Norstar Programming Overlay

Heading

Back Next

Moves back one item on the current level

Heading

Back Next

Show

Displays the first setting within a menu level

Norstar Programming Overlay

Moves display one item forward on the current menu level

Show

PO698666 Issue 02

Printed in Canada

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20 / Getting started with Norstar

Placing the programming overlay on M-series terminals

Norstar Programming Overlay

Heading

Back Next

Norstar Programming Overlay

Heading

Back Next

Show

T7310

Show

T7324

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 working in programming

The programming maps on page 22, page 23, and page 24 show the headings you see when you move through the display menu

after pressing password (the default password is

ÛÜßÝß

A Basic password can be used with a limited number of feature codes, including

Compact ICS 6.0 System Coordinator Guide P0992670 03

¥¥¯öì éí

ë÷éö

and entering the

). The maps show you the menu choices.

¥¥æé÷ä

and the codes for turning call

Getting started with Norstar / 21

services on and off. For more information, see ‘‘Using passwords’’ on page 202.

Terminals&Sets

Lines

Services

Sys speed dial

Passwords

Time&Date

System prgrming

Customize the many features used by telephones. You can change where a call is forwarded, give a telephone a name, or allow certain features to be used at a telephone.

Program names for each line.

Turn services on or off. These are Ringing service, (often called night service) that allows additional telephones to ring, Restriction service that blocks certain kinds of calls and Routing Service that decides what lines a call uses.

Program up to 255 different telephone numbers so that people in your office can dial them with a three-digit code.

Change the password you use for programming, or erase a Call log password.

Change the time, date, or both.

Change the settings for the System Answer that handles the overflow when the attendant set is busy, and Custom Call Routing (CCR) that gives a caller a choice of where to direct their call.

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22 / Getting started with Norstar

Programming map (page 1)

Terminals & Sets

Show set

Enter digits or press LIST.

Capa bilities Fwd no answ er Fwd to

Name

User prefernces Model

Restrictions Set restrictions Set lock (Partial,

Telco features 1st Display

Fwd delay

Fwd on busy Fwd to

DND on busy Fwd to

Handsfree

HF answer back

Pickup grp

Page zone

Paging

D-Dial

Priority call

Hotline Intrn #

Aux. ringer

Allow redirect

Redirect ring

SM Supervisor

Button progrming # of buttons

User speed dial # of speed dialers

Call log opt’ns No one answered

Dialing opt’ns Standard dial

Language

Display cntrst

Ring type

Voice path Dflt: Handsfree

Called ID

Fwd delay

Extrnl# .... Use

prime line

B01 ... BXX CLRTEL#FEATR

Spd # XX

Unanswered by me Log all calls No autologging

Pre-dial Automatic dial

Headset

Full, None)

Allow last no

Allow saved no

Allow link

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Getting started with Norstar / 23

Programming map (page 2)

Lines Show lines ___

Services Ringing service Sched: Night

Sys speed dial

Passwords Call Log pswds Show set Log pswd

Time&Date Hour

System Prgrming

Enter digits or press LIST

Restrn services Sched: Night

Routing service Sched: Night

Spee d dial #

Enter digits or press LIST

Progrming pswds

Hospitality Desk pswd: 4677

Minutes

Year

Month

Day

Hunt Group Show Group Member DNs

Name

Evening Lunch Sched 4 Sched 5 Sched 6

add/change tel #

Use prime line

Display digits

Name

Sys admin: 23646

Basic: 22742

Cond pswd:None

Off, Manual, Auto

Line assignment

Mode Broadcast

Hunt Delay

If Busy BusyTone/Queue

Q Timeout

Overflow

Name

Show line ___ Unassigned/ Assigned

Sequential Rotary

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24 / Getting started with Norstar

Programming map (page 3)

System Prgrming (continued)

Auto Attendant

BusName

Hospitality Room/desk info Show set Room #

Attd set

Language First/Second

System Answer After__rings

CCR After__ rings

CCR groups

Service time Hour

Minutes

Alarm Attn attempts

Retry intrvl

Attn duration

Time format 12 hr/24 hr

Expired alarms Notify set

Show group: Enter digits or press List

Adm pwd req’d

Use tone

Starting and ending a session

As system coordinator, the first steps in making any change to the Norstar system are always the same.

Jan 1 12:00pm

Feature:

Password:

RETRY

Terminals&Sets

Press

Press pressing

Press

RETRY

¥¥¯öìéí

¥¥ÛßßÜÝÝ

ë÷éöÛÜßÝß

. It’s the same as

). Press

to re-enter the password if it is entered

wrong.

The display shows the first of the seven headings available for administration programming.

ë÷éö

is the password, unless the password has been changed. Check

the Norstar Programming Record for the most recent password.

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Ending a session

Getting started with Norstar / 25

Display digits:Y

CHANGE

End of session

Press

After a few seconds, the time and date reappears on the display.

to end the session.

The system goes ahead with any changes you make to programming as soon as you move away from a setting, either by using the navigation buttons or

You can see if the changes you have 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 Norstar 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.

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26 / Getting started with Norstar

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Frequently used programming operations / 27

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 time and date on the display

Jan 1 12:00pm

Feature:

Password:

RETRY

The passwords can be changed. See ‘‘Using passwords’’ on page 202 for more information.

Entering letters and numbers using the dialpad

fourth press

Press ².

Press

¥¥¡ÝßÜ

¥¥æé÷ä

Press

ÛÛàÝÛ

ÛÜßÝß (ë÷éö

(which is the same

(õêé

first press

second press

third press

) or



)

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28 / Frequently used programming operations

In this example, you are changing the time to 1:30 p.m.

Hour:01

Press

CHANGE

NEXT CHANGE

Hour:___

CANCL

OK CHANGE

Hour:01

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

Press

and OK to select p.m.

CHANGE

NEXT CHANGE

Minutes:00

Press

CHANGE

NEXT CHANGE

Minutes:___

Press the dialpad buttons to enter the minutes.

CANCL

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, 2002.

Minutes:30

Press

NEXT CHANGE

Year:00

Press

CHANGE

NEXT CHANGE

Year:___

Press the dialpad buttons to enter the year.

CANCL

Year:02

Press

NEXT CHANGE

Month:01

Press

CHANGE

NEXT CHANGE

Month:___

Press the dialpad buttons to enter the month.

CANCL

Use numbers for the months: 01 is January; 12 is December.

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Frequently used programming operations / 29

Month:07

NEXT CHANGE

Day:01

NEXT CHANGE

Day:___

CANCL

Day:15

CANCL

End of session

Press

Press the dialpad buttons to enter the day.

Press ¨ to end your session.

CHANGE

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

Jan 1 12:00pm

Feature:

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Press ².

Press

¥¥ÛßßÜÝÝ

30 / Frequently used programming operations

Password:

Press

ÛÜßÝß

RETRY

Choose a speed dial code

Terminals&Setsˆ

Sys Speed Dialˆ

Speed dial #:___

Press

‘

≠

ââÚ

three times.

LIST

You can pick any system speed dial code between 0 01 and 255.

Speed dial #:001ˆ

Press

≠

FIND

Add or change the telephone number

001:No number

Press

CHANGE

001:___

CANCL OK

Use the dialpad to program the telephone number that you want to add. The telephone number can be up to 24 digits long.

001:nnnnnnnn__

CANCL BKSP OK

Your display shows the telephone number, and not n’s as shown here. Press

Select a line for the speed dial code

001:nnnnnnnn

Press

‘

CLR CHANGE

Use prime line

CHANGE

Stop pressing

CHANGE

when the display shows the prime line again.

Use prime line

CHANGE

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Press

, a specific line (for example

line

a line pool (for example

routing tbl

In this example, the system selects the prime line automatically (the most common choice), to dial speed dial code 001.

to see your options:

CHANGE

Use prime

Use line: 01

Pool code:71

), or

Use

Frequently used programming operations / 31

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.

Choose what shows up on the display

Use prime line

Press

‘

CHANGE

Display digits:Y

CHANGE

Display digits:N

Your choices are Yes and No. Yes means the display shows the telephone number. Press

CHANGE

No means the display shows a name for the code.

CHANGE

Program a name for a speed dial

The system has a standard name to display, so it is not necessary for you to program one. However, if you have chosen not to display the telephone number, you may want a specific name.

Alpha tagging feature: This feature offers name display for calls coming in over lines that offer number-only display services.

If you specify a name for a speed dial, and that person calls in on an external line, the speed dial name you specify acts as the name display for the call if the call number matches the number in the speed dial list (CLID Match). If the telephone has also been configured to display Caller ID (Caller ID set) and the name of a caller first (1st display), then the name you program for the speed dial code is the name that will display.

For example: If you create a speed dial for the courier company you use, and assign the name Courier with the following process, when that company calls you,

Courier

Note: The Alpha tagging feature is only active when the system CLID service provides number-only display services.

would appear on the display for the call.

Display digits:N

Press

‘

CHANGE

Name:Sys Spd Di...

Press

≠

CHANGE

...al 001 ...

CHANGE

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This is the name the display shows if you do not change it. Press

CHANGE

32 / Frequently used programming operations

Name:___

-->

Press the numeric dialpad button that has the first letter of the name until the display shows the letter you want.

Name:S

Decide the name you want to give to the speed dial code.

Press

-->

BKSP -->

Name:S__

<-- BKSP -->

The name can be up to 16 characters long, including spaces. Press # on the numeric dialpad to add spaces.

Name:SAVINGS BANK

Use the dialpad and name.

Press

‘

until you have the entire

-->

<-- BKSP -->

Name:SAVINGS BA...

Press ¨ to end your session.

CLR CHANGE

Or you can press number.

–

, then

‘

to program another speed dial

End of session

Changing the name of a telephone

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

RETRY

Compact ICS 6.0 System Coordinator Guide P0992670 03

Press ².

Press

¥¥ÛßßÜÝÝ

Press

ÛÜßÝß

Frequently used programming operations / 33

Change the name of a telephone

Press

Terminals&Setsˆ

Show set:___

LIST

If the set has already been given a name, it appears after

21:21ˆ

≠

Enter the internal number (DN) of the telephone or voice mail extension. In this example, the DN is 21.

Press

≠

then

DN:

‘

on the display.

FIND

Name:21

CHANGE

Decide what name you want to give to the telephone number.

Name:___

Name:P

This is the name the display shows if you do not change it. Press

Press the telephone numeric dialpad button that has the first letter of the name until the display

-->

shows the letter you want.

Press

-->

CHANGE

BKSP -->

Name:P___

<-- BKSP -->

Name:Pat P

<-- BKSP -->

The name can be up to seven characters long, including spaces.

Use the dialpad and name.

Press

‘

entered.

until you have the entire

-->

to use the name you have

Name:Pat P

Press ¨ to end your session.

CLR CHANGE

You can press press

–

twice to return to the Terminals and Sets heading.

once to continue programming this telephone, or

End of session

P0992670 03 Compact ICS 6.0 System Coordinator Guide

34 / Frequently used programming operations

Changing the name of a line

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

Press ².

Press

¥¥ÛßßÜÝÝ

Press

ÛÜßÝß

RETRY

Change the name of a line

Press

Terminals&Setsˆ

Linesˆ

Show line:______

LIST

This is the name the display shows if you do not change it.

Line002:Line002ˆ

‘

Press

≠

Enter the three-digit number of the line you want to name. In this example, the line is 002.

Press

≠

FIND

Name:Line002

Press

CHANGE

Decide what name you want to give to the line.

Name:___

-->

Name:L

Press the telephone numeric dialpad button that has the first letter of the name, until the display shows the letter you want.

Press

-->

BKSP -->

Name:L___

<-- BKSP -->

The name can be up to seven characters long, including spaces.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Use the dialpad and name.

until you have the entire

-->

Frequently used programming operations / 35

Name:LOCAL

<-- BKSP -->

Name:LOCAL

Press entered.

Press ¨ to end your session.

CLR CHANGE

You can press

–

twice to return to the Lines heading.

–

once to continue programming this line, or press

End of session

Making changes to Call Forward No Answer

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

RETRY

Press ².

Press

‘

¥¥ÛßßÜÝÝ

ÛÜßÝß

to use the name you have

Change where a call goes when there is no answer

Press

Terminals&Setsˆ

Show set:___

LIST

If the set has been given a name, it appears on the display.

25:25

≠

Enter the internal number (DN) of the telephone or voice mail extension. In this example, the DN is

25.

Press

≠

FIND

Press

≠

Capabilitiesˆ

Fwd no answerˆ

P0992670 03 Compact ICS 6.0 System Coordinator Guide

36 / Frequently used programming operations

Fwd to:None

CHANGE

Press where you want the calls to be sent. In this example, the DN is 21.

and enter the internal number

CHANGE

Fwd to:21

CLR CHANGE

You can press

to change the destination back to

CLR

None

Change the number of times the telephone rings before it is forwarded

Fwd to:21

Press

‘

CLR CHANGE

Forward delay:4

CHANGE

Your choices are 2, 3, 4, 6 and 10 rings.

Forward delay:3

Use the times the telephone rings before it is forwarded.

Press ¨ to end your session.

button to choose the number of

CHANGE

You can press telephone, or press heading.

–

to continue programming capabilities for this

–

four times to return to the Terminals and Sets

End of session

Tip -

If the Norstar set is a member of a Hunt Group, the

Call Forward no answer feature is overridden and the Hunt Group call continues to ring until the hunt time has expired. For more information about Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Frequently used programming operations / 37

Making changes to Call Forward on Busy

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

Press ².

Press

¥¥ÛßßÜÝÝ

Press

ÛÜßÝß

RETRY

Change where a call goes when a telephone is busy

Press

Terminals&Setsˆ

Show set:___

LIST

If the set has been given a name, it appears on the display.

25:25

≠

Enter the internal number (intercom number) of the telephone extension. In this example, the DN is 25.

Press

≠

FIND

Capabilitiesˆ

Fwd no answerˆ

Press

≠

‘

Fwd on busy. . .

Fwd to:None

You can press

Fwd to:21

Press

≠

Press

CHANGE

to change the destination back to

CLR

you want the calls to be sent. In this example, the DN is 21.

Press ¨ to end your session.

and enter the internal number where

None

CLR CHANGE

P0992670 03 Compact ICS 6.0 System Coordinator Guide

38 / Frequently used programming operations

You can press telephone, or press heading.

‘

to continue programming capabilities for this

–

three times to return to the Terminals and Sets

End of session

Tip -

If the Norstar set is a member of a Hunt Group, the

Call Forward on busy feature is overridden and the Hunt Group call continues to ring until the hunt time has expired. For more information about Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155 .

Making Changes to Do Not Disturb on Busy

When you are on a call and a second call comes in, your telephone rings softly to alert you to the second call. You can turn this feature on or off for each telephone.

Begin the programming session

Jan 1 12:00pm

Press ².

Feature:

Password:

Press

¥¥ÛßßÜÝÝ

Press

ÛÜßÝß

RETRY

Change Do Not Disturb on Busy

Press

Terminals&Setsˆ

Show set:___

LIST

If the set has been given a name, it appears on the display.

Compact ICS 6.0 System Coordinator Guide P0992670 03

≠

Enter the internal number (intercom number) of the telephone extension. In this example, the DN is 25.

Frequently used programming operations / 39

25:25

Capabilitiesˆ

Fwd no answerˆ

DND on Busy:N

CHANGE

DND on Busy:Y

CHANGE

You can press telephone, or press heading.

‘

End of session

Tip -

the set activates this feature, the set does not receive notification of incoming Hunt Group calls while on a call. The DND on busy feature overrides the Hunt Group. For more information about Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

Press

≠

FIND

Press

≠

Press

‘

Press

CHANGE

A second press turns it off again. Press ¨ to end your session.

to continue programming capabilities for this

–

three times to return to the Terminals and Sets

twice.

to turn the feature on.

If the Norstar set is a member of a Hunt Group and

For more information on Call Forward and similar settings, see ‘‘Forwarding your calls to another Norstar telephone’’ on page

107.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

40 / Frequently used programming operations

What would you like to do next?

Some of the most common programming tasks are listed below. For a comprehensive list of settings and instructions, see either the Table of Contents or the Index.

Redirect calls coming in on a line. See ‘‘Turning on Line

Redirection’’ on page 112.

Allow individuals to answer calls that are ringing at another telephone.

Assign telephones to different zones for paging.

Turn the night service on and off. See ‘‘Making additional

Use a basic password so others can take care of programming such as changing user speed dials, changing names, changing the time and date, and activating Auto Attendant features.

See ‘‘Picking up a call ringing at another telephone’’ on page 49.

See ‘‘Paging’’ on page 117.

telephones ring’’ on page 197.

See ‘‘Using passwords’’ on page

202.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Answering calls

Answering incoming calls with Hunt Groups

Your Norstar system now allows you to establish Hunt Groups in your system. Hunt Groups are a group of Norstar set DNs that can be called by a single directory number. The Hunt Groups feature ensures calls are easily routed to the appropriate people. You can program

• the members for a Hunt Group

• member position within a Hunt Group

• how calls are distributed

• how long a call spends looking for available members

• what happens if all members are busy

For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

Answering an incoming call

There are three indications of an incoming call: ringing, a line button flashing, and a message on the display. You may not necessarily receive all three indications for any particular call. For example, you may have a line that has been set up not to ring at your telephone. If so, you see only a flashing line button. There are many possible combinations, depending on how your system is set up. See ‘‘Choosing a line using a line button’’ on page 65 for more information on the use of lines.

If you receive a priority call and your telephone has no free internal line buttons, you cannot transfer the priority call, you must accept or release it.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

42 / Answering calls

Line buttons

One line button for each line is assigned to your telephone. Press the line button to select the line you want to answer or use to make a call. Having several line buttons allows you immediate access to more than one line.

The M7100 and T7100 telephones have two intercom paths which are used instead of line buttons to answer and make calls. Each M7100 can be assigned two lines. You can press

to switch between two calls, one

active and one on hold.

What line indicators mean

Flashing on and off for

equal lengths of time

Flashing on and off more

quickly

Flashing on for longer

than off

On, not flashing You are connected to the call on that line or

Off The line is free.

There is an incoming call on the line.

You have placed a call on hold.

Someone else has put a call on hold on that line.

the line is in use elsewhere.

Rings you may hear

A double beep every ten seconds

A long single ring There is an external call on the line for you.

A shorter double ring There is an internal call on the line for you or a call

A brief single ring A call is being redirected on one of your redirected

Three beeps descending in tone

A call has been camped to your telephone.

is being transferred to you.

lines. You cannot answer this call.

You are receiving a priority call.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Answering calls / 43

Sorting calls by distinctive ring patterns

When lines are configured on your system, they can be assigned one of four distinctive ring patterns (DRP). The default for all telephones and lines is None, which is the lowest priority.

Call ringing: When multiple calls are presented to the telephone, the call with the highest priority DRP setting will be the call that rings at the telephone.

Call answering: When multiple calls are presented to a telephone, and the user picks up the handset, the call with the highest priority DRP setting is the call that is presented.

Note: External calls always have a higher priority than internal calls.

Note: If the ring type is changed on a telephone after the DRPs are set on

the line, the line DRPs are overwritten by the telephone settings. If the DRPs are set for a line after telephone programming, then the telephone ring programming is overridden by the line DRP program. If the call is to a Hunt group, and the Hunt group DRP is higher than the line DRP, the Hunt group DRP will take precedence within the Hunt group.

Answering calls at a prime telephone

Each line in a Norstar system can be assigned a prime telephone. Calls not answered at their normal destinations are transferred to the prime telephone. The prime telephone is usually the telephone assigned to the attendant. The installer or customer service representative programs a prime telephone for a line.

Displays

DND from 21

DND transfer

DRT Line001

P0992670 03 Compact ICS 6.0 System Coordinator Guide

The person at telephone 21 has forwarded a call to you using Do Not Disturb.

The system has transferred a call to you from a telephone with Do Not Disturb turned on.

Nobody answered this call so the system transferred it to you.

44 / Answering calls

Line001 callback

CALLBACK

Line001 to prime

Line002>Line052

For other displays, see ‘‘Common feature displays’’ on page 229.

Someone has camped, parked or transferred a call on line 001, but no one has answered it. Press

CALLBACK

the call.

There is no telephone that can receive a call on line 001 so the system has transferred it to you.

The call coming in on line 002 was intended for target line 052. Line 052 is busy so the call has come to you.

or the line button to connect to

Using a central answering position (CAP) module

A central answering position (CAP) is a Norstar M7324 telephone and a CAP module that your installer or customer service representative programmed as a CAP. It is best if the CAP is the prime telephone and direct-dial telephone for the lines and telephones it serves.

M7324 set with one CAP module

M7324 telephone

CAP module

A CAP module is an add-on device that provides 48 extra memory or line buttons. You can connect one Norstar CAP module to the telephone to increase the number of lines it can handle.

When a CAP module is first plugged into your telephone, some of the module buttons are already programmed to dial an internal number.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Answering calls / 45

Customizing your CAP module

If your installer has programmed the CAP module to be the central answering position for your system, you can move external lines onto the CAP module by using page 147.

Any of the buttons on your CAP module that do not select lines can be programmed to dial internal or external numbers automatically. You can program features onto CAP module buttons. See ‘‘Storing a number on a memory button for Autodial’’ on page 84 and ‘‘Customizing your telephone’’ on page 135 for information on programming memory buttons.

¥¡Ú

. See ‘‘Moving line buttons’’ on

Monitoring telephones with the CAP module

The indicators ˆ beside internal autodial buttons on your CAP module show the status of Norstar telephones.

The indicator is on when the telephone has:

• an active call

• Do Not Disturb turned on

The indicator is off when a telephone has:

• no active call

• a call on hold and no other active call

Tip -

You can send up to 30 messages from a CAP.

Release button

Pressing ¨ ends a call. You do not have to put the handset down. ¨ also ends feature programming.

While you are on a call, do not press you do, you disconnect the call. Use

P0992670 03 Compact ICS 6.0 System Coordinator Guide

to end a feature you are using. If

instead.

46 / Answering calls

Hearing aid compatibility

The handsets on all Norstar telephones are compatible with hearing aids as defined in the FCC rules, Part 68, section 68.316. Not all hearing aids are optimized for use with a telephone.

Viewing information about a call on the display

If you subscribe to Call Display services from your local telephone company, one line of information about an external caller is displayed after you answer. Depending on the setting and the external information available, either the caller's name or telephone number is displayed.

When you transfer an external call to another Norstar user, this information is displayed on the recipient's telephone.

Call Display information becomes available between the first and second ring of an incoming call. If you answer before the Call Display information is available on your display, and you press the line number or line name.

¡ÚÚ

, you see only

To use logging features with Call Display, see ‘‘Using Call Log’’ on page

127.

Using Call Information for a particular call

²¡ÚÚ

Call Information allows you to see information about incoming calls. This information is more detailed than the Call Display information you can receive automatically. For external calls, you can display the caller name, telephone number, and the line name. For an internal call, you can display the caller name and the internal number of their set. You can see information for ringing, answered, or held calls.

Call Information is available for calls even if they have been transferred, forwarded or rerouted in some way.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Answering calls / 47

Names and numbers for external calls are displayed only if you have subscribed to Call Display services from your telephone company.

Tip -

Information, along with the date and time of the call, and the number of times the caller called.

Call Log displays the same information as Call

Displaying Call Information before or after answering

To find out who is calling or to display information about your current call:

1. Press

2. Press

¡ÚÚ

VIEW

to display more information about an external call.

²¡ÚÚ

, you see only

Displaying Call Information for a call on hold

1. Press

2. Select the line on hold. Information about the call is displayed.

3. Press

¡ÚÚ

VIEW

. The display shows

to display more information about an external call.

ˆSelect a call

Tip -

Display information for a call, you need to press

display more information about the call.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

If your telephone automatically displays Call

¡ÚÚ

before you can press £ or

VIEW

48 / Answering calls

Making Call Display information appear automatically at a telephone

Each telephone that rings for an external line can display Call Display information for that line. After the call is answered, Call Display information is always shown at the telephone that answered the call. Your installer or customer service representative can program telephones to have automatic Call Display.

This feature is not available to ISDN terminals.

Changing what information is shown first about a call

Depending on the services you subscribe to, Call Display information may contain up to three parts: the name of the caller, the number of the caller, or the name of the line in your Norstar system that the call is on. For each telephone, you can determine which information is displayed first.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

6. Press

7. Choose a setting at

You may see information is not available from your telephone company. You may see

Private name

information.

Compact ICS 6.0 System Coordinator Guide P0992670 03

¥¥ÛßßÜ ÝÝ

ÛÜßÝß

≠

want to program.

≠

‘

≠

choices are

Name, Numbr or Line

Unknown name or Unknown number

Private number

(the default System Coordinator password).

and enter the internal number of the telephone you

four times.

1stDisplay:

on the display if the caller blocks that

using the

CHANGE

button. The

on the display if the

Answering calls / 49

Picking up a call ringing at another telephone

You can pick up a call ringing at another telephone using Directed Pickup or Group Pickup.

Answering any ringing telephone using Directed Pickup

àß

You can answer any telephone that is ringing in your Norstar system.

1. Press

2. Enter the internal number of the ringing telephone.

Call Pickup cannot be used to answer analog lines that are set to private.

To use Call Pickup (Directed Pickup), the telephone must be ringing. If, for example, the auxiliary ringer is ringing, but the call is not ringing at a telephone, the call cannot be answered using Directed Pickup. It must be answered normally at a telephone that has a flashing indicator for the call, or by using Trunk Answer. You can answer a call that is ringing because someone has transferred the call to a telephone and the call is ringing on an intercom button.

²àß

Tip -

on an Answer DN. While you may enter the internal number of the telephone you hear ringing, it may be calls from another telephone you are answering.

Directed pickup can retrieve calls that are ringing

Answering any ringing telephone using Group Pickup

²àÞ

Your Norstar system can be divided into four pickup groups. If you are a member of a pickup group, you can pick up a call that is ringing at any telephone in your pickup group.

Press

²àÞ

P0992670 03 Compact ICS 6.0 System Coordinator Guide

50 / Answering calls

Group Pickup cannot be used to retrieve a camped call.

If there is more than one incoming call at a telephone in a pickup group, a call ringing on an external line is answered first followed by calls on the prime line and, finally, calls on internal lines.

Tip -

is also a member of a call pickup group can be picked up by any Norstar set in that call pickup group. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

A Hunt Group call ringing at a Norstar set DN that

Changing a pickup group for a set

Telephones can be put into and taken out of pickup groups.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

6. Press

ÛÜßÝß

≠

want to program.

≠

‘

CHANGE

1, 2, 3

¥¥ÛßßÜ ÝÝ

(the default System Coordinator password).

and enter the internal number of the telephone you

twice.

five times.

, or 4, or to

Pickup grp

None

: to assign the telephone to pickup group

Displays

Already joined

Pickup denied

Compact ICS 6.0 System Coordinator Guide P0992670 03

You are already connected to the telephone that made the call you are trying to pick up. This can happen if you are on a call to a co-worker, your co-worker dials the number of a telephone in your pickup group, and you attempt to pick up that call.

There is no call that you can pick up or the call that was ringing has already been answered.

You have tried to pick up a call on someone else's private line.

Answering calls / 51

Pickup:

Enter the internal number of the telephone that is ringing. (You may use an internal autodial button to do this.)

If you decide not to answer a ringing call after you have activated Directed Pickup, press

Trunk Answer

The Trunk Answer feature allows you to answer a ringing call anywhere in the system from any telephone in the system. The line you are answering does not have to appear or ring at the telephone you are using.

Trunk Answer works only with calls that are ringing on lines for which a Ringing Service schedule is active and if Trunk Answer is enabled by your installer or customer service representative.

Answering a call using Trunk Answer

Press

²¡ââ

¡ââ

Tip -

If there is more than one incoming call on lines in

a Ringing Service, the Trunk Answer feature picks up the external call that has been ringing the longest.

Displays

Line denied

Pickup denied

P0992670 03 Compact ICS 6.0 System Coordinator Guide

You have tried to pick up a call on someone else’s private line.

The call that is ringing is on a line that is not in a Ringing Service.

52 / Answering calls

Answer buttons

You can use an Answer button to monitor calls to another telephone. All calls to the monitored Norstar telephone appear on the Answer button.

Answer buttons are useful for attendants who monitor incoming calls for one or several other people. For example, a secretary may have appearances for three different bosses on her answer buttons. Once a call for boss A is answered by the secretary, the appearance stops at that telephone. This allows for another, simultaneous call to come in on the same line. The same is true for boss B and boss C. When incoming call traffic becomes high, the calls can then be routed to a Hunt Group to optimize call handling. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

The Answer button setting in Featr settings programming allows you to determine what types of calls alert at the telephone. Your choices are: Basic, Enhanced and Extended.

See the Modular ICS 6.0 Installer Guide for more information.

• ISDN terminals cannot be assigned Answer buttons to monitor other sets, but they can be monitored.

• You cannot make calls using Answer buttons.

• If more than one call is ringing at a telephone, the first call appears on

the Answer button of the attendant. Any subsequent calls appear on intercom buttons, if they are available.

More than one attendant may have an Answer

Tip -

button for a single telephone. This allows two or more attendants to handle calls for a busy person.

Each telephone can handle calls for up to eight other people using a separate Answer button for each person.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Creating a Conference Call

You can talk to two people at once.

1. Make sure you have two calls, one active and one on hold.

Answering calls / 53

2. Press

3. Press the appropriate button to retrieve the held call (this is automatic

You can create a conference when you are on a call.

1. Make a second call.

2. Press

3. Press the button where the first call is on hold to create a conference.

Only the person who established the conference can process the conference by using the procedures described in this section.

on the M7100 and T7100 telephones).

²Ü

Tip -

on a call. See ‘‘Turning Privacy on or off for a call’’ on page 60.

You can create a conference by releasing privacy

Disconnecting one party

You can disconnect one party from a conference and continue talking to the other.

On the telephone you are using for system programming:

1. Press the line button of the call that you want to disconnect. The call that you want to keep is automatically put on hold.

2. Press

3. Press the line button of the held call to speak to the remaining person.

On an M7100 or T7100 telephone:

1. Press put the caller you want to keep on hold.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

. The call is disconnected.

²£Ü

, to place one caller on hold. Press

again, to

54 / Answering calls

2. Press

3. Press

. The call is disconnected.

to speak to the remaining party.

Independently holding two calls

For all Norstar telephones except the M7100 and T7100 telephones, you can put the two people in a conference call on hold independently so that they cannot talk to each other.

1. Press the line button of one person. The other person is automatically put on hold.

2. Press

You can re-establish the conference.

1. Take one call off hold.

2. Press

3. Take the other call off hold.

. The second person is put on hold.

²Ü

Putting a conference on hold

You can put a conference on hold, allowing the other two people to continue speaking to each other by pressing

You can reconnect to the conference by pressing either of the held line buttons. For M7100/T7100 telephones, press

Splitting a conference

You can talk with one person while the other person is on hold.

On a T7316, M7208, M7310 or M7324 telephone:

1. Press the line button of the person you want to speak to. The other person is automatically put on hold.

On an M7100 or T7100 telephone:

1. Press

2. Press

Compact ICS 6.0 System Coordinator Guide P0992670 03

²£Ü ³

. The first party is on hold.

, if necessary, to switch parties.

You can re-establish the conference.

Answering calls / 55

1. Press

2. Take the held call off hold. This is not necessary for the M7100 or T7100 telephone.

Removing yourself from a conference

You can remove yourself from a conference, and connect the other two callers through your Norstar system.

Enter the Transfer feature code

²àâ

When you remove yourself from a conference using the Transfer feature, and both callers are from outside your system, one of the callers must have called you on a disconnect supervised line, or the call is disconnected.

Displays

3 parties only

Conf. on hold

You are trying to add a fourth party to your conference call, or to join two conferences together. Release one call from the conference before adding another, or keep the two conferences separate.

You have put a conference call on hold.

Conference busy

Line001 21

TRANSFER

Press held line

For other displays, see ‘‘Common feature displays’’ on page 229.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

You have tried to make a conference call, but your system is already handling its maximum of four conference calls.

You are on a conference with the two lines or telephones shown. You can drop out of the conference and leave the other two parties connected (Unsupervised Conference) by pressing code.

You have activated the Conference feature with one call active and another on hold. Press the line of the call on hold to bring that person into the conference.

TRANSFER

or entering the Transfer feature

56 / Answering calls

Listening to a call as a group

To allow people in your office to listen in on a call using Group Listening, press

¡âÛ

Continue to speak to the caller through the telephone handset. The voice of the caller broadcasts through the speaker on your telephone. The microphone on your telephone is off, so the caller does not hear people in your office.

Canceling Group Listening

Group Listening is canceled automatically when you hang up or when you press

²£¡âÛ

Tip -

may hear feedback. The higher the volume, the more the feedback. Press up.

Keep the handset away from the speaker, or you

to prevent feedback when hanging

Using Handsfree/Mute

The ability to use Handsfree has to be turned on or off for each telephone. The type of Handsfree can be changed. See ‘‘Changing Handsfree for a telephone’’ on page 59.

You must turn on Handsfree for a telephone to be able to use a headset.

Answering calls without lifting the handset

1. Press the line button for the ringing call. This step is not necessary if you have a prime line assigned to your telephone.

2. Press the button labeled Handsfree/Mute. The internal microphone and speaker are automatically turned on.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Answering calls / 57

Handsfree is not available for an M7100 or a T7100 telephone.

Tip -

closer you are to the telephone, the easier it is for the microphone to transmit your voice clearly to your listener.

Direct your voice toward the telephone. The

Making calls without lifting the handset

1. Press the button labeled Handsfree/Mute. If you do not have a prime line assigned to your telephone, press a line button. The internal microphone and speaker are automatically turned on.

2. Dial your call.

3. Speak normally.

Muting Handsfree

1. Press the button labeled Handsfree/Mute to switch off the telephone microphone so that you can speak privately to someone in your office while you are on a handsfree call.

2. Press the button labeled Handsfree/Mute to turn the microphone back on again and continue your handsfree call.

Changing a regular call to handsfree

1. Press the button labeled Handsfree/Mute.

2. Hang up the handset.

Changing a handsfree to a regular call

Lift the handset.

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58 / Answering calls

Using Handsfree

The indicator next to the button labeled Handsfree/Mute is solid when you have Handsfree turned on.

The indicator next to the button labeled Handsfree/Mute is solid when you mute the microphone.

Note: Other models of telephone may have one button for both functions. In this case, when the set is on handsfree and the microphone is on, the light is solid. If the set is on handsfree and the microphone is off, the light flashes.

Wait for your caller to finish speaking before you speak. The microphone and speaker cannot both be on at once. Your caller's voice may be cut off if you both speak at the same time. Noises such as a tapping pencil could be loud enough to turn on your microphone and cut off your caller's speech.

To prevent a possible echo, keep the area around your telephone free of paper and other objects that might screen your microphone. Turning down the microphone's volume (press the left end of speaking) prevents echoes. When you change the volume level, both the microphone and speaker volume are adjusted to prevent feedback problems.

while

Place the telephone so that any unavoidable local noise (such as an air conditioner) is behind it. This limits the amount of disruptive background noise.

Tip -

when handsfree communication is not necessary or when you need privacy during a call. Another option is to use a headset.

Compact ICS 6.0 System Coordinator Guide P0992670 03

In open-concept environments, use the handset

Answering calls / 59

Changing Handsfree for a telephone

You can program the type of Handsfree used with each telephone.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

¥¥ÛßßÜ ÝÝ

ÛÜßÝß

≠

(the default System Coordinator password).

and enter the internal number of the telephone you

want to program.

4. Press

5. Press

≠

‘

6. Choose a setting at

twice.

three times.

Handsfree:

using the

CHANGE

button.

There are three ways to set Handsfree for an individual telephone:

Handsfree:None

Handsfree is not available to the telephone.

CHANGE

Handsfree:Auto

CHANGE

Handsfree:Std

CHANGE

For other displays, see ‘‘Common feature displays’’ on page 229.

You can make or answer a call without having to pick up the handset or press the button labeled Handsfree/Mute. The internal microphone and speaker of the telephone turn on automatically when you press a line or intercom button to make or answer a call.

A standard version of Handsfree described ‘‘Using Handsfree/Mute’’ on page 56.

Both Auto and standard Handsfree allow you to use a headset with a Norstar telephone.

A Handsfree/Mute button is automatically assigned to a telephone that is programmed with Handsfree and is always located in the lower right-hand corner of the telephone.

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60 / Answering calls

Changing Handsfree Answerback for a telephone

Handsfree Answerback allows you to answer a voice call without lifting the handset. It is always turned off for an M7100 or T7100 telephone.

You can turn Handsfree Answerback on or off for a telephone that is programmed to use Handsfree.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

6. Choose a setting (Yes or No) at

¥¥ÛßßÜ ÝÝ

ÛÜßÝß

≠

want to program.

≠

‘

button.

(the default System Coordinator password).

and enter the internal number of the telephone you

twice.

four times.

HF answerback:

using the

Turning Privacy on or off for a call

Lines in your system can be configured to have automatic privacy. If a line is not programmed with privacy, anyone with the line assigned to their telephone can join your call by pressing the line button. If a line is programmed with privacy, only one person at a time can use the line.

Privacy control cannot be used on internal or conference calls.

When another telephone joins a call, the participants on the call hear a tone, and a message appears on the Norstar display. You cannot join a call without this tone being heard.

CHANGE

¡Ü

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Answering calls / 61

Creating a conference by releasing privacy

If a line is programmed with privacy, you can turn privacy off to allow another person with the same line to join in your conversation and form a conference. All the rules applicable to a conference apply except there is only one line in use, instead of the normal two. This means that you cannot split a conference set up using Privacy.

1. Press

2. Tell the other person to press the line button and join your

Only two Norstar telephones in addition to the external caller can take part in this kind of conference.

conversation.

¡Ü

Making a call private

If a line is programmed to not have privacy, you can turn privacy on for a call, preventing other people with the same line from joining your conversation.

Press

²¡Ü

Checking call length using Call Duration Timer

By pressing or how long you have been on your present call.

Displays

²àà

21 02:47

, you can see how long you spent on your last call,

The display shows the last call you made, or the current call, and the total elapsed time in minutes and seconds.

Line001 01:45

P0992670 03 Compact ICS 6.0 System Coordinator Guide

You parked your last call. The display shows the length of time the call was parked. You cannot see the length of time a call was parked unless the call is active at your telephone or has just been released by your telephone.

62 / Answering calls

Disconnecting by accident

If you accidentally drop the handset back into the telephone cradle while answering a call, you can quickly retrieve the call.

Pick up the handset again or press the button labeled Handsfree/Mute within one second to be reconnected to your call.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Making calls

There are many ways to make a call, depending on the programming and the type of call, as follows:

• Pick up the handset and dial. The Norstar system supports three methods of dialing. See ‘‘Changing how you dial your calls’’ on page

67.

• Pick up the handset, press a line button, and dial, if the call is not on your prime line.

• Press the button labeled Handsfree/Mute and dial to talk without using the handset. See ‘‘Using Handsfree/Mute’’ on page 56.

• Press the button labeled Handsfree/Mute, press a line button, and dial to talk without the handset and if the call is not on your prime line.

• Press a line button and dial to talk without the handset and if Automatic Handsfree is assigned to your telephone.

• Use one of the features that make dialing easier. See ‘‘Storing a number on a memory button for Autodial’’ on page 84.

Displays

21 busy

PRIORITY LATER

9__

QUIT BKSP

95551234

TRANSFER

Already joined

P0992670 03 Compact ICS 6.0 System Coordinator Guide

The telephone you have called has no internal lines available. Press Again or Message features or press make a priority call.

You are dialing using Pre-Dial. To erase an incorrect digit, press the left end of or

. When the number is complete, select a

BKSP

line or lift the handset.

This prompt remains on your display as long as you are on a call you have dialed. To transfer the call, press

Your telephone is already connected to the telephone you are trying to call. Check your active line buttons, and return to that call.

TRANSFER

LATER

to use the Ring

PRIORITY

64 / Making calls

Calling 21

PRIORITY LATER

Can't ring again

Do not disturb

PRIORITY LATER

Expensive route

Hidden number

Line denied

Wait for the telephone to be answered. If no one answers, press (page 70) or Message (page 120) feature, or press

PRIORITY

You cannot use Ring Again on your current call. You can only use Ring Again while you have a busy signal on an internal call or line pool request or while an internal call is ringing.

The telephone you are calling has Do Not Disturb turned on. Press Again or Messages features, or press to make a priority call.

You have dialed a number, but the least expensive route that the system is programmed to use is busy. Unless you release the call, it goes through on a more expensive route.

The last number you dialed or the number you saved for Saved Number Redial was a speed dial number that displayed a name rather than the number. The number is dialed correctly, but you cannot see it.

You have attempted to use someone else's private line.

to use the Ring Again

LATER

to make a priority call.

to use the Ring

LATER

PRIORITY

Line001

Enter the digits of the number you want to dial.

TRANSFER

No last number

No line selected

Not in service

On another call

LATER

Restricted call

Compact ICS 6.0 System Coordinator Guide P0992670 03

You have not dialed an external telephone number since the last power interruption or system reset.

Either you have no prime line or your prime line is busy. Select a line manually before dialing.

You have entered the number of a telephone that is not in service.

The telephone you have called is on another call. Press features.

The call you are trying to make has been restricted in programming. A possible reason is time-of-day restrictions on certain calls.

to use the Ring Again or Message

LATER

Making calls / 65

Ring Again?

YES NO EXIT

Select a line

Send message?

Press message. See ‘‘Sending a message’’ on page 120 and ‘‘Turning on Ring Again’’ on page 70.

Either you have no prime line, or the prime line is in use, or the line programmed for an autodial number, speed dial number, or Hotline is in use. Select a line and dial again.

Press

to use Ring Again. Press

YES

to send a message. See Messages.

YES

YES NO

For other displays, see ‘‘Common feature displays’’ on page 229.

Choosing a line using a line button

You have one line button for each line assigned to your telephone. Press the line button to select the line you want to answer or use to make a call. Having several line buttons allows you immediate access to more than one line.

The M7100 and T7100 telephones have two intercom paths which are used instead of line buttons to answer and make calls. Each M7100 or T7100 telephone can be assigned two lines. You can press two calls, one active and one on hold.

to switch between

to send a

Line pools

A line pool is a group of external lines that can be shared by many telephones. You can use a line in a line pool to make an external call.

The Norstar Compact ICS can have three line pools, and a telephone can be programmed to access any number of them.

A line pool access code is a number you dial to get a line pool. The access code can be up to four digits long. You can have several different line pools for your system, each one giving you access to a different set of external lines. It is one way of sharing lines across telephones in a system.

Your installer or customer service representative programs the line pool access codes and gives each telephone access to a line pool.

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66 / Making calls

Everyone in the office should have a list of the line pool access codes for the line pools their telephones can use.

Using a line pool to make a call

ßÝ

1. Press

2. Enter a line pool access code.

If you have a free internal line, you can make a call using a line pool without entering the feature code first.

1. Select an internal line (intercom).

2. Dial the line pool access code.

²ßÝ

Tip -

use Ring Again at the busy tone. You are notified when a line in the line pool becomes available. See ‘‘Using Ring Again’’ on page 70.

If no lines are available in the line pool, you can

Programming a memory button with a line pool feature code

When you program a button with the line pool feature code, you must enter a line pool access code after the feature code. The programmed line pool button accesses a specific line pool, not the line pool feature. See ‘‘Programming feature buttons’’ on page 137 for more information.

If you program a button with an indicator to access a line pool, when all the lines in a line pool are busy, the indicator for the line pool button turns on. The indicator turns off when a line becomes available.

Making calls from an ISDN terminal

ISDN terminals do not have line keys or intercom keys as do Norstar telephones. To make an outgoing call from an ISDN terminal, access an external line by entering a line pool code or by using the ARS feature.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Changing how you dial your calls

Making calls / 67

1. Press

2. Press

3. Press

The dialing modes feature code cannot be programmed onto a memory button.

£ ³

¥¡Û

until the dialing mode you want appears.

to select the displayed dialing mode.

Using Standard Dial

Standard Dial allows you to make a call by selecting a line and dialing the number. If you have a prime line, it is selected automatically when you lift the handset or press the button labeled Handsfree/Mute.

You cannot use Standard Dial on an M7100 or T7100 telephone unless you pick up the handset first. If you are using either of these sets, use the Automatic Dial or Pre-dial feature for on-hook dialing.

Using Automatic Dial

Automatic Dial allows you to dial a number without selecting a line. Your prime line is selected as soon as you start dialing a number.

Automatic Dial does not work if your telephone has no prime line or if your prime line is in use.

Telephones connected to an analog terminal adapter (ATA) cannot use Automatic Dial.

Using Pre-dial

Pre-dial allows you to enter a telephone number, check it, then change it before actually making the call. The call is not dialed until you select a line or line pool, or pick up the handset. You can pre-dial both external and internal numbers. You must, however, select the correct type of line (external or internal) for the type of number you have entered.

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68 / Making calls

Tip -

pre-dialing a number, you can stop the ringing by turning on Do Not Disturb ( numbers you are entering.

You cannot pre-dial a telephone number if all the lines on your telephone are busy.

If your telephone starts ringing while you are

). This does not affect

°ﬁ

When the internal number you have called is busy

Priority Call

ßá

If you get a busy signal or a Do Not Disturb message when you call someone in your office, you can interrupt them. Use this feature for urgent calls only.

Priority calls cannot be made to Hunt Group DNs.

Tip -

For more information about Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

Making a priority call

1. Press

2. Wait for a connection, then speak.

A person who receives a priority call while on another call has eight seconds to accept or block the call. For information on blocking calls see ‘‘Using Do Not Disturb’’ on page 181. If the person does nothing, the priority call feature puts their active call, including conference parties, on Exclusive Hold and connects your call.

Compact ICS 6.0 System Coordinator Guide P0992670 03

²ßá

Making calls / 69

Giving a telephone the ability to make priority calls

You need the programming template. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

¥¥ÛßßÜ ÝÝ

ÛÜßÝß

≠

(the default System Coordinator password).

and enter the internal number of the telephone you

want to program.

4. Press

5. Press

6. Press

≠

‘

CHANGE

twice.

nine times. The display shows

to choose Y (Yes) or N (No).

Displays

Call blocked

Please wait

Priority denied

You tried to place a priority call to another Norstar telephone. The person you called has blocked your call. Try to call later.

The party you are calling has eight seconds to decide whether to accept or reject your priority call.

The telephone you are calling has already received a priority call or is unable to receive priority calls.

You can make a priority call only while your telephone displays:

Priority call:

21 busy

PRIORITY LATER

Calling 21

PRIORITY LATER

Do not disturb

PRIORITY LATER

On another call

PRIORITY LATER

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70 / Making calls

Using Ring Again

Use Ring Again when you call someone on your Norstar system and their telephone is busy or there is no answer. Ring Again can tell you when they hang up or next use their telephone. You can use Ring Again to tell you when a busy line pool becomes available.

The Ring Again feature cannot be used when

Tip -

calling a Hunt Group DN. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155

Turning on Ring Again

Press

Using Ring Again cancels any previous Ring Again requests at your telephone.

before you hang up.

Canceling Ring Again

Press

²£Û

Displays

Can't ring again

Ring Again?

YES NO EXIT

to cancel a Ring Again request.

You cannot use Ring Again on your current call. You can only use Ring Again while you have a busy signal on an internal call or line pool request, or while an internal call is ringing.

Press

prefer to send a message.

to use Ring Again. Press NO if you

YES

Compact ICS 6.0 System Coordinator Guide P0992670 03

Auto Attendant

The built-in Auto Attendant automatically answers and directs incoming calls, which can reduce or eliminate the workload for the person who answers incoming calls for an office. The Auto Attendant carries out three tasks: System Answer, Custom Call Routing (CCR) and direct extension dialing.

Tip -

Group. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.

Your installer or customer service representative enables the Auto Attendant for your Compact ICS, and programs which lines are to be answered by CCR.

You may have the option of choosing to record your own greetings instead of using the pre-recorded greetings for System Answer and CCR. Consult your Customer Service Representative to determine whether or not your system has the capability to record customer greetings.

The Auto Attendant can transfer calls to a Hunt

System Answer

The System Answer feature simplifies the job of answering calls by making sure all calls are answered within a set number of rings. When calls go unanswered at the telephone monitored by System Answer (called the attendant set), Norstar answers the call and plays a greeting. It then puts the call on hold until someone can retrieve it.

If the caller knows the internal number they want to reach, or is using the Norstar remote features, they can dial while the System Answer greeting is playing.

System Answer monitors all external calls that appear as a flashing line button on the attendant telephone including Answer buttons and external calls that have been transferred. After System Answer has played the

P0992670 03 Compact ICS 6.0 System Coordinator Guide

72 / Auto Attendant

greeting, the call is put on hold at the same line indicator where it first appeared. The feature does not answer calls from internal extensions.

Custom Call Routing (CCR)

The job of answering and transferring calls can be taken over by CCR. When someone calls on lines monitored by CCR, the system answers the call and plays a greeting you have recorded. Callers using a tone dial set can then:

• direct their call by pressing a digit as instructed by your greeting (for example, “to reach our salespeople, press 4”)

• enter an internal telephone number (a fast way for regular callers to reach someone directly)

• access remote features

• reach an attendant by pressing a single digit (a way to transfer out of

CCR and talk to someone)

You can use two greetings with CCR: one for when your office is open and one for when it is closed. The business closed greeting may announce your office hours and give a digit to press to leave a message (if you have a voice mail system or answering machine), and callers can dial an internal number to reach someone who is working after hours.

If CCR forwards a call and it goes unanswered (either because the caller enters an invalid extension number or no one is there to answer the call) the call is redirected to ring at the prime telephone after the usual Callback delay. Once a caller has dialed out of the CCR greeting, he or she is not able to return and make another selection.

CCR groups

CCR allows callers to reach groups of telephones by dialing a single digit they select from the audio menu. You create the CCR groups in programming.

When a call is sent to a CCR group in which all the telephones have the same programming, the call goes to the telephone with the lowest internal number.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Auto Attendant / 73

If the telephones in a CCR group have different programming, the call is handled by the telephone programming that takes effect first. For example, if a telephone in a group forwards after two rings, it forwards the call from CCR before the telephones in the group that are programmed to forward after three rings.

A CCR call is forwarded by Forward on Busy, the Call Forward feature code, and Callback programming. Be sure to keep this in mind when programming the telephones in your CCR groups.

When a call that was handled by CCR rings at your telephone, call information appears automatically on the display. You must subscribe to a call display service and have the proper equipment installed in your system for this feature to work. If CCR is programmed to answer the call in less than two rings, the call information may not be captured and forwarded to the telephones in the CCR group.

Direct extension dialing

Both System Answer and CCR give the caller the opportunity to dial an internal telephone number or use remote feature access such as direct inward system access (DISA). This means callers do not have to wait to reach the person they are calling and only the person they are calling has to handle the call.

Customizing System Answer and CCR

Your installer or customer service representative turns on System Answer and CCR for your system. They assign which lines can be answered with CCR. Until this master control is turned on, the Auto Attendant features are not available.

It is recommended that the CCR not be programmed to answer lines that are answered by System Answer at the attendant telephone (usually the reception telephone).

Plan how you are going to customize System Answer and CCR before you start programming.

• Decide which telephone is to be the attendant telephone. This telephone is one where calls can be answered automatically and put on hold.

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74 / Auto Attendant

• For pre-recorded greetings, decide which language is to be used to greet callers. If you want two languages, decide which is heard first.

• Write down the greetings or scripts that you want to record as the company greeting and business closed greeting. Refer to examples in ‘‘Recording customized greetings for System Answer and CCR greetings’’ on page 81.

• Organize your telephones into groups and decide what number a caller is to use to reach each group. Using the groups and numbers you have created, write down the greeting or “script” to be heard as the CCR.

• Decide how many times a call rings before System Answer and CCR answer. Be sure it does not conflict with voice mail or other auto attendant applications you may be using. If CCR lines ring at the attendant set, CCR and System Answer can conflict.

• Use a programming session and feature codes to create your custom System Answer and CCR.

• Test both System Answer and CCR to make sure they are working properly.

• Make sure your installer or customer service advisor has programmed your system to use the held line reminder tone. This provides another indication that System Answer has placed a call on hold.

Turning System Answer on or off

²¥¡ÜÚ

System Answer can be turned on and off at any telephone in the system. System Answer handles only the calls that ring at the attendant telephone (attendant set).

1. Press

2. Press CHANGE

²¥¡ÜÚ

System Answer.

or £ and enter the System Coordinator password or

Basic password (the default passwords are

ЫЫаЭЫ

or ¥ to confirm the change.

3. Press

Compact ICS 6.0 System Coordinator Guide P0992670 03

. The display shows the current status of

ЫЬЯЭЯ

) to turn the feature on or off.

and

Auto Attendant / 75

Because System Answer answers calls and then puts them on hold, the feature should be turned off when no one is at the telephone to retrieve the calls.

Tip -

System Answer and CCR on or off on a memory button with an indicator at the attendant telephone. You know that the feature is turned on when the indicator is lit at the attendant set.

You can program the feature code for turning

Turning CCR on or off

²¥¡ÜÛ

1. Press

2. Press

²¥¡ÜÛ

CHANGE

Basic password (the default passwords are

or £ and enter the System Coordinator password or

ЫЫаЭЫ

or ¥ to confirm the change.

3. Press

See the section on recording greetings for a description of the Business Open and Business Closed greetings used with CCR.

. The display shows the current status of CCR.

ЫЬЯЭЯ

) to select a setting:

OFF, Bus. Open

, or

Choosing the attendant telephone

Programming allows you to choose a telephone to be the attendant telephone (attendant set). External calls that go unanswered at this telephone are handled by System Answer.

and

Bus. Closed

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

P0992670 03 Compact ICS 6.0 System Coordinator Guide

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

The display shows

“

≠, ‘

internal number of the current attendant telephone.

(the default System Coordinator password).

Terminals&Setsˆ

twice. The display shows

, and

System prgrmingˆ

≠

. The display shows the

76 / Auto Attendant

5. Press

CHANGE

to assign as the attendant telephone.

and enter the internal number of the telephone you want

Changing the language for System Answer and CCR

The programmed greetings used with the auto attendant features are available in three languages. You can change which language that callers hear, or program the system to play greetings in a second language.

If you record your own greeting, that custom greeting is the one that is played regardless of the language choice.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

The display shows

“

(the default System Coordinator password).

Terminals&Setsˆ

twice.The display shows

≠, ‘

setting for the attendant telephone.

‘

. The display shows

, and

System prgrmingˆ

≠

Languageˆ

. The display shows the

6. Press

7. Press CHANGE

8. Press

≠

greetings.

‘

hear. Press

. The display shows the first language used in

to select a language:

. The display shows the second language that callers

CHANGE

to select a different language or

English, French

NONE

Spanish

Setting ring delay before System Answer takes a call

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

Compact ICS 6.0 System Coordinator Guide P0992670 03

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

“

≠, ‘

(the default System Coordinator password).

twice.

, and

≠

Auto Attendant / 77

5. Press

6. Press

7. Press

If the system is busy answering calls, the line rings until System Answer can retrieve the call.

‘

≠

CHANGE

1 and 12).

twice. The display shows

until you see the appropriate number of rings (between

System Answer…

Setting the ring delay before CCR greeting answers

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

6. Press

7. Press 1 and 12).

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

“

≠, ‘

‘

≠

CHANGE

until you see the appropriate number of rings (between

(the default System Coordinator password).

twice.

, and

three times. The display shows

≠

CCRˆ

If the system is busy answering calls, the line rings until CCR can retrieve the call.

If CCR is programmed to answer the call in less than two rings, the call information may not be captured and forwarded to telephones in the CCR group.

Adding/removing telephones from CCR groups

The greeting you create for CCR tells a caller to press a number to reach a group of telephones. You add or remove telephones from these groups (CCR groups) in programming.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

78 / Auto Attendant

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

6. Press

7. Press

8. Press

9. Press

10. Press CHANGE

You can have a total of nine CCR groups. Each group can include up to 20 telephones.

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

“

≠, ‘

‘

≠

‘

≠

to make changes.

≠

want to add or remove from the group.

to select the status of the telephone in the group:

Assigned, Unassgnd

(the default System Coordinator password).

twice.

, and

three times. The display shows

. The display shows

and enter the number of the group to which you want

and enter the internal number of the telephone you

≠

CCR groupsˆ

CCRˆ

Using the pre-recorded greetings

Pre-recorded greetings are always used when the System Answer or CCR are turned on, even if you do not create personalized recordings. The prerecorded greetings can be turned off (not erased) and/or replaced with userrecorded substitutes. If a pre-recorded greeting is turned off, all System Answer and CCR features that use that greeting are affected.

Incoming calls at the attendant telephone hear the System Answer greetings. Lines that are set up to be answered by CCR hear a different set of greetings. They are:

• All of our operators are busy.

• If you know the extension that you want, and are using a touch-tone

phone, please dial it now.

• Or, hold the line and your call will be answered as soon as possible.

• Thank you for calling.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Auto Attendant / 79

In the next section, these recordings appear (in italics) as part of examples of complete greetings that callers might hear. “Thank you for calling” is heard when the caller does not respond to the Business closed greeting after it has been repeated, before the system disconnects the caller.

Using customized greetings for System Answer and CCR

Norstar uses both greetings you record and pre-recorded greetings to tell callers how their call is being handled. You can make your own voice recordings for all of the greetings used in System Answer and CCR.

For customer greetings, you can create your own version or turn the greeting off completely. With system greetings, you can select the system version, create your own version, or turn the greeting off.

The following examples use greetings recorded for use at a company called Bluebird Consulting. You can use them as models for when you make your own recordings.

The pre-programmed parts of the greetings are shown in italics.

System Answer on:

You have reached Bluebird Consulting. All of our operators are busy. If

you know the extension that you want, and are using a touch tone phone, please dial it now. Or, hold the line and your call will be answered as soon as possible.

You may choose to create your own message (shown in italics following) instead of using the pre-recorded greetings:

You have reached Bluebird Consulting. We can’t come to the phone right

now. If you know the number of the person you are trying to reach, enter the number now. Or stay on the line and someone will assist you momentarily.

CCR,

Bus. open

You have reached Bluebird Consulting. To reach one of our sales agents, press 1. To contact our accounting office, press 2.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

80 / Auto Attendant

To reach Joan Smithers, press 3. To talk to an attendant, press 0. To repeat this menu, press star. If you know the extension that you want, and are using

a touch tone phone, please dial it now. Or, hold the line and your call will be answered as soon as possible.

CCR,

Bus. closed

You have reached Bluebird Consulting. Our offices are closed. Our business hours are 8 a.m. to 5 p.m., Monday through Friday, Pacific Standard Time. If you know the extension that you want, and are using a

touch tone phone, please dial it now.

Tip -

handset for recording greetings (not the handsfree microphone).

For better sound quality in your greetings, use the

Time available for customized greetings

You have a total of 96 seconds of recording time to allocate to all greetings. If you begin by recording a 15-second company greeting, there are 81 seconds available for the remaining greetings (96-15=81). The maximum length of a single recording is 32 seconds. If you exceed the maximum time for a single recording, an error message accompanied by a tone is given.

A greeting that is turned off is not erased. The time used by the greeting does not return to the 96-second time pool.

User-recorded greetings are stored on the feature card. The recordings are erased when the card is replaced. If the same card is removed then reinserted, the recordings are preserved. You must re-record all userrecorded greetings when upgrading to a new feature card.

System greetings are permanent and can never be erased.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Auto Attendant / 81

FLASH memory degrades slightly each time a message is recorded. Typically, messages can be erased and written thousands of times. However, care must be taken to plan out what messages are to be recorded and how often they are to be changed in order to reduce the number of rerecordings made over a long period of time. A warning is given when the card has degraded significantly. Contact your Customer Service Representative when this warning occurs.

The pre-recorded system messages do not use any portion of the 96 seconds of total recording time. They cannot be erased, but they can be turned off or replaced with a user-recorded substitute.

Recording customized greetings for System Answer and CCR greetings

²¥¡ÜÜ

Both System Answer and CCR must be turned off to use this feature.

The customized greetings are not available to System Answer and CCR while you are recording. Callers hear only the pre-recorded greetings.

There are seven greetings to choose from, three user greetings and four prerecorded system greetings.

You can record your own user greetings with the first three greetings choices (A, B, and C). You can also turn these greetings off.

If your system does not have the capability to allow you to record your own version of the system greetings (D, E, F, and G) you can turn on the prerecorded system greetings or turn them off.

If your system has the capability to allow you to record your own version of the system greetings (D, E, F, and G) you can record your own system greetings, turn on the pre-recorded system greetings or turn them off.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

82 / Auto Attendant

1. Press

2. If you have the capability to record your own system greetings, the

3. Press

4. Press

²¥¡ÜÜ

(the default password is

display shows

If you do not have the capability to record your own system greetings, the display shows recording time or The display then shows

and

EXIT,

destinations for CCR.)

Auto att grtngs

NEXT. (NEXT

≠

choices are:

want to record your own greeting ( F, and G, you may select

User

off. If your system does not have the capability to allow you to record your own version of the system greeting (D, E, F, and G), you may select off. A greeting that is turned off is not erased. The time used by the greeting is not returned to the 96-second time pool.

CHG, SHOW,

takes you to

if you want to turn greeting A, B, or C off (

CHG

to record your own version of the greeting, or

to turn on the pre-recorded greetings, or

Sys

and enter the System Coordinator password

ЫЬЯЭЯ

Change rec time?

to keep the recording time as is.

Auto att grtngs

takes you to the menu for programming

. The display shows

and

NEXT.

Grtg B mode: User

to turn on the pre-recorded greetings,

Sys

. Select

to change the

yes

. Your choices are:

Grtg A mode: User

). For system greetings D, E,

User

Off

SHOW,

. Your

) or if you

Off

to turn them

5. Press

6. Press

7. Press

8. To continue recording greetings, press

9. Press OK

Compact ICS 6.0 System Coordinator Guide P0992670 03

≠

choices are Press

PLAY

REC

recording is erased. Making a recording of less than two seconds duration also erases the previous greeting.

when you have completed your recording.

next greeting.

when you have completed your recording.

Example: “Our business hours are 8 a.m. to 5 p.m., Monday through Friday”.

. The display shows

PLAY, REC,

to play the greeting.

to record a greeting. As soon as you press

and

OK.

Greeting A: User

, then

. Your

the previous

REC

to record the

REC

Auto Attendant / 83

10. To continue recording greetings, press next greeting, for example the caller menu.

The greeting used with the caller menu indicates the destinations you have chosen for each digit.

Example: “To reach one of our sales agents, press 1. To contact our accounting office, press 2. To reach Joan Smithers, press 3. To talk to an attendant, press 0. To repeat this menu, press star.”

11. Continue recording any remaining greetings. Remember that some greetings are shared by both System Answer and CCR. Ensure that the recording is appropriate for both features.

Tip -

can press

Auto att grtngs

programming destinations for CCR.

If you have recorded your greetings, you

from the display showing

and go right into the menu for

, then

to record the

REC

Programming or changing CCR destinations

1. Press

•°‹‹

(the default password is

and enter the System Coordinator password

¤‹ﬂ›ﬂ

until the display shows

2. Press

3. Press

and

EXIT,

≠

destination when the caller presses zero.

. The display shows

CCR tree

. The choices are

Dial 0:

and the current

Your choices are

SHOW,

CHNGE

and

NEXT.

4. Press

Each number from zero to nine and telephone or one of the nine CCR groups. The the system play the CCR greeting again ( it has no destination.

Using

P0992670 03 Compact ICS 6.0 System Coordinator Guide

to select the appropriate destination.

CHNGE

and

, select the destinations for the remaining digits.

CHNGE

can direct a call to the attendant

can be set up to make

). If a digit is set to

Repeat

None

84 / Auto Attendant

Testing your custom System Answer and CCR

If you have more than one external line, you can call in to hear your greetings by dialing the number used by external callers to call the attendant set or a line that is answered using CCR.

To call systems with only one external line, you must go to a telephone that is not connected to your system.ime savers for making calls

Storing a number on a memory button for Autodial

You can program memory buttons for one-touch dialing of internal or external telephone numbers.

Buttons used for lines, answer or Handsfree/Mute cannot be used as autodial buttons.

If the power to your Norstar system is off for more than three days, autodial numbers (as well as some other system programming) may be lost from the memory.

Adding an autodial button

²¥Ú

1. Press

2. Choose a button and then enter the number as if you were dialing it.

When programming Autodial you can use:

• Last Number Redial

• Saved Number Redial

• destination codes (choose the button with the

• host system signalling

Compact ICS 6.0 System Coordinator Guide P0992670 03

²¥Ú

internal number.

line)

to program an external number or

∆

²¥Û

label as the

for an

Auto Attendant / 85

Choosing a line for Autodial

To include a line selection for an external number, press the line or intercom button before you enter the number. To select a line pool, press a programmed line pool button, or press the button with the and enter a line pool access code.

If you select a line before pressing the autodial button, the call goes out on the line you have selected instead of the line that is part of the autodialer programming.

For the M7100 or T7100 telephone, an external autodialer can be programmed only by using a line and not a line pool.

∆

label

Tip -

If you do not include a line selection in an autodial

number, the call uses your prime line (if you have one).

Using intercom as the line for Autodial

If you press the button with the

∆

autodial number, you must include a valid line pool access code or a destination code. If line pool access codes or destination codes are changed, remember to reprogram autodial numbers.

Displays

987__

QUIT BKSP OK

Autodial full

Button erased

Continue to enter digits until the number is complete. Press

incorrect digit. Press finished.

The memory allotted to autodial numbers in your Norstar system is full.

While programming external Autodial, you erased the button by pressing entering any digits.

label as the line for an external

or OK when you are

BKSP

to erase an

before

P0992670 03 Compact ICS 6.0 System Coordinator Guide

86 / Auto Attendant

Enter digits

QUIT OK

Intercom #: ___

QUIT

Invalid number

Press a button

Enter the number you want to program (choosing the line first if necessary) exactly as you would if you were making a call.

Enter the internal telephone number you want to program.

You are programming an internal autodial button and have entered a number that is not an internal number on your system. Enter a valid internal number. If the number you are entering is a destination code, use external autodial.

Press the memory button you want to program.

QUIT

Program and HOLD

Program and OK

QUIT OK

Programmed

For other displays, see ‘‘Common feature displays’’ on page 229.

Enter the number you want to program onto the button, then press

Enter the number you want to program onto the button, then press a line or line pool selection in an autodial sequence by selecting the line before entering any digits.

The number is stored on the button.

or OK. You may include

Using Last Number Redial

²Þ

Press

²Þ

Last Number Redial records a maximum of 24 digits.

Compact ICS 6.0 System Coordinator Guide P0992670 03

to redial the last external number you dialed.

Tip -

button, you can use Button Inquiry (

If you have a programmed Last Number Redial

²¥â

), then press the Last Number Redial button followed by check the last number before you dial it.

) to

Auto Attendant / 87

Preventing a telephone from using Last Number Redial

Last Number Redial can be restricted at individual telephones.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press want to program.

4. Press

5. Press

6. Press

7. Press

8. Press

Displays

Hidden number

No last number

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

≠

‘

≠

‘

CHANGE

to choose Y (Yes) or N (No).

(the default System Coordinator password).

and enter the internal number of the telephone you

three times. The display shows

twice.

. The display shows

The last number you dialed was a speed dial number that displayed a name rather than the number. The number is dialed correctly, but you cannot see it.

You have not dialed an external telephone number since the last power interruption or system reset.

Restrictions

Allow last no:

Tip -

using Last Number Redial.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

You can copy a number onto an autodial button

88 / Auto Attendant

Using Speed Dial

Norstar provides two types of speed dialing: system and user.

• System Speed Dial programming allows you to assign three-digit speed dial codes to the external numbers your co-workers call most frequently.

• User Speed Dial programming allows individuals to program their own speed dial numbers.

Speed dial numbers are subject to the same restriction filters as regularly dialed numbers. Your installer or customer service representative can program system speed dial numbers to bypass dialing restrictions.

Speed dial numbers may include host system signaling codes.

Changing and adding System Speed Dials

System Speed Dial codes are numbered from 001 to 255. The system coordinator assigns numbers to System Speed Dial codes for the entire system. See ‘‘Adding or changing a system speed dial’’ on page 29.

Tip -

Dial and using System Speed Dial. They differ only in how you program them.

There is no difference between using User Speed

Adding or changing User Speed Dial

²¥Ý

To add or change a User Speed Dial number on your telephone:

1. Press

2. Enter a three-digit code from 256 to 279 that you want to associate

3. To include a line selection for this number, press the line or intercom

Compact ICS 6.0 System Coordinator Guide P0992670 03

²¥Ý

with a telephone number.

button. To select a line pool, press a programmed line pool button, or press the button with the code. For M7100/T7100 telephones, you can only select a line pool.

∆

label, and enter a line pool access

4. Enter the number you want to program.

5. Press

Displays

Auto Attendant / 89

001:9___

CANCL BKSP OK

Enter digits

QUIT OK

Invalid code

No number stored

Program and HOLD

Program and OK

QUIT OK

Select a line

Unknown number

Continue entering the number you want to program. You can change the number by pressing

BKSP

press

Enter the telephone number you want to program exactly as you would if you were dialing it normally. When you are finished, press

You have entered a code outside the code range (001-255 for system, 256-279 for user).

There is no number stored on the speed dial code you have dialed.

If you want to program a line or line pool selection for this speed dial number, select the line or line pool. Otherwise, enter the telephone number exactly as if you were dialing it normally. When you are finished, press

If you want to program a line or line pool selection for this speed dial number, select the line or line pool. Otherwise, enter the telephone number you want to program exactly as if you were dialing it normally. When you are finished, press

There is no line associated with the speed dial number you are trying to use. Select a free external line or line pool and enter the speed dial feature code again.

The system cannot dial the number stored. Reprogram the number.

. When you are finished,

For other displays, see ‘‘Common feature displays’’ on page 229.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

90 / Auto Attendant

Making a speed dial call

You can quickly dial external telephone numbers that have been programmed onto speed dial codes.

1. Press

2. Enter the appropriate three-digit speed dial code.

²â

Using Saved Number Redial

You can save the number of the external call you are on (provided you dialed the call) so that you can call it again later. Each telephone can save one number at a time with Saved Number Redial, not one number for each line.

Tip -

using Saved Number Redial.

Saving a number

Press

²ßà

Saved Number Redial records a maximum of 24 digits.

You can copy a number onto an autodial button

while you are on the call.

²ßà

Dialing a saved number

Press

²ßà

If you have a programmed Saved Number Redial button, you can use Button Inquiry (

Compact ICS 6.0 System Coordinator Guide P0992670 03

when you are not on a call.

²¥â

) to check the last number before you dial it.

Auto Attendant / 91

Preventing a telephone from using Saved Number Redial

Saved Number Redial can be restricted at individual telephones.

You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information.

1. Press

2. Press

3. Press want to program.

4. Press

5. Press

6. Press

7. Press

8. Press

Displays

Hidden number

No number saved

²¥¥ЫЯЯЬЭЭ ЫЬЯЭЯ

≠

‘

≠

‘

CHANGE

to choose Y (Yes) or N (No).

(the default System Coordinator password).

and enter the internal number of the telephone you

three times. The display shows

twice.

twice. The display shows

You have saved a speed dial number that displays a name rather than the number. The number is dialed correctly, but you cannot see it.

You have tried to save the number of an incoming call. You can only save numbers that you have dialed yourself.

Allow saved no:

Restrictions

P0992670 03 Compact ICS 6.0 System Coordinator Guide

92 / Auto Attendant

Compact ICS 6.0 System Coordinator Guide P0992670 03

Handling many calls at once

Using Hold

You can temporarily suspend a call by pressing ³.

When a call is on hold, its indicator flashes on all telephones that have access to the line. The call can be retrieved from any of these telephones.

On the M7100 or T7100 telephone, active, one on hold. These telephones cannot retrieve a call placed on hold by another telephone.

Tip -

at the answering Norstar set. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page

155.

Answered Hunt Group calls can be placed on hold

alternates between two lines; one

Retrieving a held call

You can connect to a call on hold by pressing the flashing line button of the held call.

Holding automatically

If your line has been programmed with full autohold, you can switch from one call to another and have your calls put on hold automatically.

Press the line button of the caller you want to speak to. Your current caller is put on hold automatically.

P0992670 03 Compact ICS 6.0 System Coordinator Guide

94 / Handling many calls at once

Listening on hold

If you have been put on hold, you can hang up the handset while you wait for the other person to return.

1. Press

2. Hang up the handset.

3. Press the line button of the call. You may hear indications from the far end that you are on hold (for example, tones or music).

4. When the person you were talking to returns you hear them through your telephone speaker. Lift the handset and talk.

Tip -

your telephone, you can use the Handsfree/Mute feature instead of Listen on Hold.

If Automatic Handsfree has been assigned to

Holding a call exclusively

You can put a call on Exclusive Hold so that it can be retrieved only at your telephone.

Press

²àá

telephones, and the call cannot be picked up by anyone else in the office.

²³

. The line appears busy on all other

²àá

Displays

On hold: LINENAM

Compact ICS 6.0 System Coordinator Guide P0992670 03

You have placed one or more calls on hold. The name of the line that has been held the longest is displayed.

Handling many calls at once / 95

Using Call Queuing

²¡âÚ

If you have more than one call ringing at your telephone, you can choose the call that has the highest priority by pressing

Call Queuing answers incoming external calls before callback, camped, and transferred calls.

²¡âÚ

Using system-wide call appearance (SWCA)

This feature allows a call to maintain an appearance on the System Wide Call Appearance (SWCA) buttons to a group of users for the life of the call. SWCA codes can be assigned to up to 16 program buttons with indicators on each telephone in a group.

See ‘‘Programming a feature code onto a memory button’’ on page 137 for general information about setting or changing key programming for a telephone. SWCA keys can be assigned to memory keys using to assign the SWCA feature codes:

²¥ÞÜÞ

²¥ÞÛâ

²¥Ü

Refer to the Compact ICS 6.0 Installer Guide for information about determining how the system will assign calls to SWCA keys, and how the Hold feature will perform.

Note: Telephones without assigned SWCA keys can still retrieve a SWCA

call by entering the feature code that was used to park the call, providing that they have a free intercom key with which to accept the call. However, there is no indication on these telephones to show which codes were used to park which call. This information can be communicated by the person who parked the call by using a voice call or by using the Page feature to provide a verbal alert.

A call can also be parked on the system by entering a SWCA code, if there are no assigned SWCA user keys on the telephone.

Each group telephone must either have a line appearance of the call coming in, or a free intercom button to be able to retrieve a SWCA call. The number of SWCA keys that can be assigned will depend on available buttons on the

P0992670 03 Compact ICS 6.0 System Coordinator Guide

96 / Handling many calls at once

telephone. T7316 and T7324N telephones provide the broadest use of this feature. Companion, M7000/T7000 and M7100N/T7100 telephones do not have line or intercom buttons, therefore, they cannot be assigned SWCA lines.

Your system administrator can configure the SWCA line buttons during the initial configuration of your telephone, in which case, you should have a list of which codes were used. Otherwise, you can use the Supervisor

password to assign codes to memory keys with indicators.

Tips -

with your system administrator to ensure that park is turned on for your system.

A SWCA call on park that exceeds the park timeout timer is released from the SWCA button and rings again at the original telephone.

Since SWCA keys use the park feature, check

Incoming calls

When you answer an external call, the system can react in one of two ways, depending on what settings were specified in system programming:

• the call may be transferred automatically to a free SWCA key when you answer the call. In this case, you need to put the call on Hold to free the line the call came in on.

• you may need to press the a free SWCA button to transfer the call manually to a free SWCA key. In this case, when you transfer the call, the line the call came in on is released.

When you put a call on hold, the system can react in one of two ways if you have SWCA keys defined:

• when you put the call on Hold, the call transfers to a SWCA key and all the other extensions with corresponding SWCA keys display a flashing indicator beside the button. The call can be picked up at any other extension. If the call automatically transferred to a SWCA key when it was answered, then this option puts the call on hold at the same key.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Handling many calls at once / 97

• when you put the call on Hold, it stays on hold on the line that it came in on. To make the call available to other extensions, press a free SWCA key.

Calls with appearances on SWCA keys show a solid indicator when the call is active. On the extension where the call is active, an Intercom or Line button also becomes active.

SWCA indicators, call status states (auto assign)

Call is answered and automatically assigns to a SWCA key.

Line 1

Line 2

SWCA1

SWCA2

SWCA3

Call is put on Hold. The SWCA indicator flashes at all extensions. The indicator beside the line key disappears, freeing up the line

Line 1

Line 2

SWCA1

SWCA2

SWCA3

Call is retrieved. An indicator appears beside the Intercom button. The SWCA indicator becomes solid on all extensions, indicating that the call is active.

Line 1

Line 2

SWCA1

SWCA2

SWCA3

Outgoing calls

When you make an outgoing call using the intercom key on your telephone, the call is automatically transferred to the first available SWCA key. Solid indicators appear beside the intercom button and the SWCA key on your telephone. All other telephones in the group also see a solid indicator beside the SWCA key, indicating that the line for that key is in use. If you put the call on hold, the SWCA key indicator fast-flashes on your telephone, and slow-flashes on the other telephones in the group. The call can then be picked up by any other telephone in the group.

SWCA4

SWCA5

SWCA6

Inte rcom

Intercom

P0992670 03 Compact ICS 6.0 System Coordinator Guide

98 / Handling many calls at once

No free call keys

If all the SWCA keys are currently occupied when a new call comes in, you can still put the call on Hold.

• If a SWCA key has been freed up between the time you answered the call, and when you want to put the call on Hold, the call will transfer to the free SWCA key and act as described in ‘‘Incoming calls’’ on page 96.

• If all SWCA keys are still occupied when you put the new call on Hold, the call will be held at your telephone on the line it came in on. When a SWCA key becomes free, you can take the call off hold and press the free SWCA key so the call has a group-wide appearance.

These principles also apply to outgoing calls.

Compact ICS 6.0 System Coordinator Guide P0992670 03

Transferring calls

Using the transfer feature

Transfer allows you to direct a call to a telephone in your Norstar system, within the Norstar network, or external to Norstar.

Transferring a call

²àâ

1. Press

2. Call the person to whom you want to transfer the call.

3. If you want to talk to the person to whom you are transferring the call,

4. When you are ready to complete the transfer, press

You cannot use Last Number Redial, Saved Number Redial, a speed dial code, Priority Call or Ring Again to dial the number for a transfer.

Depending on how a private network call is routed, it may not always be possible for the system to return a transferred call to you if the transferred call is not answered. When transferring a call to a private network destination, stay on the line until the person to whom you are transferring the call answers.

You cannot use the Line Pool feature code to access a line pool for a transfer. To use a line pool, use a programmed line pool button, or press the button with the

If you have an auxiliary ringer programmed to ring for calls on an external line, and you transfer a call on that line without announcing the transfer, the auxiliary ringer rings for the transferred call.

²àâ

wait for them to answer, and speak to them before proceeding.

∆

label and enter a line pool access code.

JOIN

P0992670 03 Compact ICS 6.0 System Coordinator Guide

100 / Transferring calls

Transferring external calls

If an external call is transferred to a busy telephone, or not answered after a few rings, the call automatically rings again at the telephone from which it was transferred, and the display indicates that the telephone was busy or that no one answered.

When transferring an external call to an external number, the external call you are trying to transfer must be an incoming call on a disconnect supervised line.

While on a conference call, you can remove yourself from the conference and connect the other two callers using the Transfer feature. However, if both of the other people are from outside the system, at least one of the outside callers must have called you and both of the outside calls must be on disconnect supervision lines.

Note: Transfer via Hold on DID lines is not supported. Once a call is

answered, the line appearances on all other sets are free immediately to take other calls. This allows a greater number of calls to be received. Use the Call Park feature to transfer a call.

In certain situations, you may experience lower volume levels when transferring an external call to an external person, or when transferring two external callers from a conference call.

Canceling a transfer

You can reconnect to the person you are trying to transfer at any time before the transfer is complete.

1. Press

²£àâ

2. If you are not reconnected to your original call, press press the line key of the original call, which is now on hold.

Displays

21>22

CANCL RETRY JOIN

Compact ICS 6.0 System Coordinator Guide P0992670 03

You are talking to the person you want to transfer the call to. Press the call to someone else. Press transfer the call.

CANCL.

and then

RETRY

if you decide to transfer

JOIN

Nortel Cics 6.0 User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Getting started with Norstar

Using this guide

Understanding programming

Before you start

What you’ll need to do programming

Using Buttons

Using the buttons under the display

The programming overlay

A map for working in programming

Starting and ending a session

Ending a session

Frequently used programming operations

Changing the time and date on the display

Adding or changing a system speed dial

Changing the name of a telephone

Changing the name of a line

Making changes to Call Forward No Answer

Making changes to Call Forward on Busy

Making Changes to Do Not Disturb on Busy

What would you like to do next?

Answering calls

Answering incoming calls with Hunt Groups

Answering an incoming call

Line buttons

What line indicators mean

Rings you may hear

Sorting calls by distinctive ring patterns

Answering calls at a prime telephone

Using a central answering position (CAP) module

Customizing your CAP module

Monitoring telephones with the CAP module

Release button

Hearing aid compatibility

Viewing information about a call on the display

Using Call Information for a particular call

Displaying Call Information before or after answering

Displaying Call Information for a call on hold

Making Call Display information appear automatically at a telephone

Changing what information is shown first about a call

Picking up a call ringing at another telephone

Answering any ringing telephone using Directed Pickup

Answering any ringing telephone using Group Pickup

Changing a pickup group for a set

Trunk Answer

Answer buttons

Creating a Conference Call

Disconnecting one party

Independently holding two calls

Putting a conference on hold

Splitting a conference

Removing yourself from a conference

Listening to a call as a group

Canceling Group Listening

Using Handsfree/Mute

Answering calls without lifting the handset

Making calls without lifting the handset

Muting Handsfree

Changing a regular call to handsfree

Changing a handsfree to a regular call

Using Handsfree

Changing Handsfree for a telephone

Changing Handsfree Answerback for a telephone

Turning Privacy on or off for a call

Creating a conference by releasing privacy

Making a call private

Checking call length using Call Duration Timer

Disconnecting by accident

Making calls

Choosing a line using a line button

Line pools

Using a line pool to make a call

Programming a memory button with a line pool feature code

Making calls from an ISDN terminal

Changing how you dial your calls

Using Standard Dial

Using Automatic Dial