Nortel Compact ICS 7.1 Coordinator Manual

Compact ICS 7.1 System Coordinator Guide
Norstar and Meridian are trademarks of Nortel Networks © Copyright Nortel Networks 2006
1-800-4 NORTEL www.nortel.com/norstar N0130955 01 Printed in Canada
Table of Contents
Getting started with Norstar 15
Using this guide 15
Understanding programming 15
Before you start 16
What you’ll need to do programming 17
Using Buttons 17
Using the buttons under the display 20
The programming overlay 20
A map for working in programming 22
Programming map (page 1) 23
Starting and ending a session 25
Ending a session 26
Frequently used programming operations 27
Changing the time and date on the display 27
Adding or changing a system speed dial 29
Program a name for a speed dial 31
Changing the name of a telephone 32
Changing the name of a line 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 43
Sorting calls by distinctive ring patterns 44
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Answering calls at a prime telephone 44
Expanding telephone button capacity 45
Using a KIM as a central answer position 46
Release button 50
Hearing aid compatibility 50
Viewing information about a call on the display 50
Using Call Information for a particular call 51 Displaying Call Information before or after answering 52 Displaying Call Information for a call on hold 52 Making Call Display information appear automatically at a
telephone 52
Changing what information is shown first about a call 53
Picking up a call ringing at another telephone 53
Answering any ringing telephone using Directed Pickup 54 Answering any ringing telephone using Group Pickup 54 Changing a pickup group for a set 55 Answering a call using Trunk Answer 56 Answer DNs and Answer keys 57
Creating a Conference Call 58
Disconnecting one party 59 Independently holding two calls 59 Putting a conference on hold 60 Splitting a conference 60 Removing yourself from a conference 61
Listening to a call as a group 62
Canceling Group Listening 62
Using handsfree/mute 62
Answering calls without lifting the handset 63 Making calls without lifting the handset 63 Muting handsfree 64 Changing a regular call to handsfree 64 Changing a handsfree to a regular call 64 Using handsfree 65 Changing handsfree for a telephone 66 Changing handsfree answerback for a telephone 67
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Turning Privacy on or off for a call 68
Creating a conference by releasing privacy 68 Making a call private 68
Checking call length using Call Duration Timer 69
Disconnecting by accident 69
Making calls 71
Choosing a line using a line button 73
Line pools 73
Using a line pool to make a call 74 Programming a memory button with a line pool feature
code 74 Making calls from an ISDN terminal 75 Dialing calls with a second dial tone (Profile 2, only) 75
Changing how you dial your calls 75
Using Standard Dial 76 Using Automatic Dial 76 Using Pre-dial 77
When the dialed internal number is busy 77
Priority Call 77 Using Ring Again 79
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Auto Attendant 81
System Answer 81
Custom Call Routing (CCR) 82
CCR groups 82
Direct extension dialing 83
Customizing System Answer and CCR 83
Turning System Answer on or off 84
Turning CCR on or off 85
Choosing the attendant telephone 85
Changing the language for System Answer and CCR 86
Setting ring delay before System Answer takes a call 87
Setting the ring delay before CCR greeting answers 87
Adding/removing telephones from CCR groups 88
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Using the pre-recorded greetings 89
Using customized greetings for System Answer and CCR 89
Time available for customized greetings 91 Recording customized greetings for System Answer and
CCR greetings 92
Programming or changing CCR destinations 94
Testing your custom System Answer and CCR 94
Time savers for making calls 95
Storing a number on a memory button for Autodial 95 Using intercom as the line for Autodial 96
Using Last Number Redial 97
Preventing a telephone from using Last Number Redial 98
Using Speed Dial 99
Changing and adding System Speed Dials 99 Adding or changing a User Speed Dial 99 Making a speed dial call 101
Using Saved Number Redial 101
Saving a number 101 Dialing a saved number 101 Preventing a telephone from using Saved Number
Redial 102
Handling many calls at once 103
Using Hold 103
Retrieving a held call 103 Listening on hold 104 Holding a call exclusively 104
Using Call Queuing 105
System-wide call appearance (SWCA) codes 105
Transferring calls 107
Using the transfer feature 107
Transferring a call 107 Transferring external calls 108 Canceling a transfer 108
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Using Camp-on 110
Parking a call 111
Retrieving a parked call 111 Using Call Park 112
Using Callback 113
Forwarding your calls 115
Forwarding your calls within the system 115
Canceling Call Forward 115 Using Call Forward at your telephone 116 Overriding Call Forward 116 Changing the automatic Call Forward settings 116 Changing Forward no answer 117 Changing the delay before a call is forwarded 117 Forward on busy 117 DND on Busy 118 Call Forward and Voice Mail 119
Line Redirection 119
Turning on Line Redirection 120 Canceling Line Redirection 120 Allowing a telephone to redirect calls 121 Turning the redirect ring for a telephone on or off 121 How Line Redirection is different from Call Forward 123 Using Line Redirection 123
Table of Contents / 7
Communicating in the office 125
Paging 125
Making a page announcement 125 Activating and deactivating the ability to page 126 Creating page zones 126 Using Page with external paging equipment 128
Sending messages using the display 128
Sending a message 128 Canceling a message you have sent 129 Viewing your messages 129 Replying to a message 130
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Replying to a message using an analog telephone 130 Removing items from your message list 131 Removing items from your message list using an analog
telephone 131
Viewing messages you sent 132
Using Voice Call 133
Making a Voice Call 133 Answering a Voice Call without touching your telephone 134 Preventing Voice Calls to your telephone using Voice Call
Deny 134
Tracking your incoming calls 137
Using Call Log 137
Call Log options 138 Logging a call manually 139 Deleting old log items (autobumping) 139 Viewing your Call Log 139 Viewing a Call Log item 140 Erasing log items 140 Making a call using Call Log 140 Creating a password to your Call Log 141 Changing your Call Log password 141 Deleting an assigned password 141
Using Voice mail 143
Customizing your telephone 145
Finding out what a button does using Button Inquiry 145
Changing the set display contrast 146
Changing the language on the display 146
Programming a feature code onto a memory button 147
Programming feature buttons 147 Erasing a feature button 147
Labeling your set 149
Applying button labelling 149 Digital phones 149
Default button assignments 150
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Table of Contents / 9
7316E button defaults 150 7316 button defaults 152 7208 button defaults 154 7100 button defaults 154 Moving line buttons 156 Changing the type of ring 157 Adjusting the Ring volume 157 Hiding the message or calls indication 158 Restoring the messages and calls indication 158
User Preferences 159
Using User Preferences 159
Changing button programming 160 Changing a User Speed Dial 161 Changing Call Log options 161 Changing how calls are dialed 161 Changing the language used on the display 162 Making the display lighter or darker 162 Changing the ring on the telephone 162
Programming Hunt Groups 165
Adding or removing members from a group 166
Moving members of a group 167
Assigning or unassigning lines to a group 168
Setting the distribution mode 169
Setting the hunt delay 170
Programming busy line setting 170
Programming the queue time-out 171
Programming the overflow set 171
Setting the name 172
Allowing/disallowing an auxiliary ringer 172
Assigning a distinctive ring pattern to a Hunt Group 173
Using Silent Monitor 174
Feature notes 176
Using the Hospitality features 179
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Hospitality passwords 179
Desk pswd 179 Cond pswd 180
Room/desk information 180
Programming room information 181 Using the room/set programming 182
Programming the alarm feature 184
Using the Administration set to control alarms 185 Using the alarm 186 Canceling an alarm 186 Turning off an alarm 187
Telephone features 189
Installing Digital phones 189
Mounting a digital phone on the wall 190
Naming a telephone or a line 192
Moving telephones 192
Stopping calls from ringing at your telephone: Do Not Disturb
(DND) 193
Stopping calls 193 Refusing to answer a call 193 Canceling Do Not Disturb 193 Using Do Not Disturb 193
Using Background Music 194
Turning Background Music off 194
Using the device attached to the internal analog terminal
adapter 195
Using a data communication device with the I-ATA 200
Turning off tones that can interfere with data transmissions 200 Programming answering machines or modems to answer
calls automatically 201 Using the I-ATA with modems and fax machines 201 Troubleshooting the device attached to the I-ATA 201
ISDN 203
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ISDN BRI 203
Line access from an ISDN terminal 204
ISDN BRI features 204
Network Name Display for BRI 204 Name and number blocking for BRI 205
Service provider features 205
Call Forward 205 Canceling Call Forward 205 Calling the number your calls are forwarded to 206 Automatic Call Back 206 Automatic Recall 206 MCID (profile 2) 207 Network Call Diversion (profile 2) 207
ISDN BRI terminals 208
ISDN applications 208
Using System features 211
Using alternate or scheduled services 211
Preventing certain calls from being made 211 Making additional telephones ring 211 Changing the lines used by outgoing calls 211 Turning Services on and off 212 An example of how to turn on a Service manually 213 Turning Services on and off using feature codes 213 Viewing the active Services from a two-line display
telephone 214
Viewing the active Services from a one-line display
telephone 215
Using passwords 217
Using a Basic password 217 Changing passwords 218 Clearing a Call Log password 218 Hospitality passwords 219 Silent Monitor password 219
Using special telephones 220
Direct-dial 220
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12 / Table of Contents
Changing the direct-dial telephone assignments 220 Hotline 221 Bypassing a Hotline 221 Making a telephone a hotline telephone 221 Control telephone 222 SM Supervisor 222
Using Set lock 223
Changing Set Lock programming for a telephone 223
Using an auxiliary ringer 224
Setting the auxiliary ringer for a telephone 224
Using Host System dialing signals 224
Link 224 Preventing a telephone from using Link 225 Pause 225 Long Tones 226 Programmed Release 226 Run/Stop 227 Wait for Dial Tone 227 Using tone dialing for a call 228
Using your Norstar system from an external location 228
Controlling access to your Norstar system 229 Direct inward system access (DISA) 229 Class of Service (COS) 229 Maintaining security 230 Accessing Norstar remotely over the public network 230 Tones 231 Using Class of Service (COS) passwords 231
General System features 233
Disconnect supervision 233
Hunt Groups 233
Internal numbers 233
Line assignment 234
Target line 234
Line pools 235
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Overflow call routing 235
Telephones with no line buttons 235
Memory buttons 236
One-line display 236
Prime line 237
Private lines 237
Volume bar 237
Troubleshooting 239
Using the alarm telephone 239
Reporting and recording alarm codes 239
Testing the telephone 239
Testing the telephone display 240 Testing the telephone buttons 240 Testing the speaker in the telephone handset 241 Testing the telephone headset 241 Testing the telephone speaker 241 Testing the power supply to a telephone 242
Common feature displays 243
Table of Contents / 13
Index 247
14 / Table of Contents
Compact ICS 7.1 System Coordinator Guide N0130955 01
/ 15

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 you all the information that is required to carry out system coordinator tasks.
The first section contains step-by-step instructions about changing the time and date, deciding how many rings it takes before a call is forwarded, and other day-to-day programming. Once you understand these basic steps, you can move on to the many other features described in the second section of the guide, and refer to the first section only from time to time.
You can look at the contents page for an overview of the features that are available, or check the index for specific features or for 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.
16 / 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 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 / 17

What you’ll need to do programming

Programming is performed using a telephone that can show two lines of information on the display. Examples of telephones with two-line displays are shown on page 17.
You need a programming overlay to show which buttons to press when you are doing programming. See ‘‘The programming overlay’’ on page 20.
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.
Digital phones used for programming and maintenance
7316
18 / Getting started with Norstar
7316E
The next illustration numbers the buttons that are used for both day-to-day communication and programming on the 7316E telephone.
7316E digital phone buttonss
7
1
2
6
5
4
3
8
9
10
11
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4
Getting started with Norstar / 19
1
Display
2
Display buttons
3
Dialpad
4
Memory buttons
5
Feature button
6
Hold button
7
Release button
8
Volume rocker
switch
9
Mute
10
Handsfree
11
Headset
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 hear a caller without lifting the handset or wearing a headset. (7316E only).
Activates the headset feature.
This guide shows the icons for the 7316E digital phone buttons. Your telephone may have different labels, or the buttons in slightly different
locations.
Button description 7316 and 7316E Digital phones
Feature
Hold
Volume Control
Release
®
20 / 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
Show line:
COPY
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 that is included with each two-line digital telephone. It relabels the four buttons to name the actions you use during programming.
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7316/7316E with overlay
Place overlay over keys with indicators
Getting started with Norstar / 21
7316E programming indicators
Heading Back
Heading Back
Business
Series
Terminals
Programming
Record
Show Next
Show Next
7316 programming indicators
The diagram below shows how the headings are used to navigate the programming menus.
System Prgrming
Press Heading to move up
one level of the menu structure
Current heading
Auto Attendant
Press Back to move
to the previous item on the same menu level.
BusName
Press Next to
move to the next item on the same menu level.
Hunt groups
Press Show to move to the next
level under the current heading.
Attd set:
22 / Getting started with Norstar
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 23, page 24, and page 25 show the headings you see when you move through the display menu after pressing ≤••Ç؈ÏÈÌ and entering the password (the default password is ÅΘȈ or
¤‹fl›fl). The maps show you the menu choices.
A Basic password can be used with a limited number of feature codes, including ••ÊȘ‰ and the codes for turning call services on and off. For more information, see ‘‘Using passwords’’ on page 217.
Terminals&Sets
Lines
Services
Sys speed dial
Passwords
Time&Date
System prgrming
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Customize the many features used by telephones. You can change where a call is forwarded, give a telephone a name, or allow certain features.
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.
Programming map (page 1)
Getting started with Norstar / 23
Ter mi nals & Sets
Show set
Enter digits or press LIST.
Capabilities Fwd no answer Fwd to
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
ATA settings ATA ans timer
SWCA call group Call 1 -- 16
Name
User prefernces Model
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
Restrictions Set restrictions Set lock (Partial,
Telco features 1st Display
Called ID
Fwd delay
Fwd delay
Extrnl# .... Use
prime line
Msg Indicate
B01 ... BXX CLR TEL# FEATR
KIM X or CAP X
Spd # XX
Unanswered by me Log all calls No autologging
Pre-dial Automatic dial
Full, None)
Allow last no
Allow saved no
Allow link
24 / Getting started with Norstar
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
Speed dial #
Enter digits or press LIST
Progrming pswds
Hospitality Desk pswd: 4677
SM pswd: 745368
Minutes
Yea r
Month
Day
Hunt Group Show Group Member DNs
Name
Evening Lunch Sched 4 Sched 5 Sched 6
Evening Lunch Sched 4 Sched 5 Sched 6
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
Off, Manual, Auto
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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Programming map (page 3)
Getting started with Norstar / 25
System Prgrming (continued)
Auto Attendant
Hospitality Room/desk info Show set Room #
Attd set
Language First/Second
System Answer After__rings
CCR After__ rings
Service time Hour
Alarm Attn attempts
CCR groups
Minutes
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
Press .
Feature:
Press ••Ç؈ÏÈÌ. It’s the same as pressing ••¤flfl‹››.
Password:
RETRY
Terminals&Sets
Press ÅΘȈ¤‹fl›fl). Press
to re-enter the password if it is entered
RETRY
wrong.
The display shows the first of the seven headings available for administration programming.
ÅΘȈ is the password, unless the password has been changed. Check the Norstar Programming Record for the most recent password.
26 / Getting started with Norstar

Ending a session

Display digits:Y
CHANGE
End of session
Press ® to end the session.
After a few seconds, the time and date reappears on the display.
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 by pressing ®.
You can see if the changes you made to telephone programming have taken effect by pressing the UPDATE display key. The display shows you how many telephones have not been updated.
Press DNs to see the specific extensions where programming changes have not taken effect yet. Items disappear from the list as they are updated.
Record any changes you make in the Norstar Programming Record. If there is a problem with the system, the installer needs to see a history of the changes you made. Remember to inform people in your office of any changes you 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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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 217 for more information.
Entering letters and numbers using the dialpad
fourth press
Press ≤.
Press ••°›fl‹ (which is the same as
••ÊȘ‰).
Press ¤¤‡›¤(ıÅÍÈÇ) or ¤‹fl›fl (ÅΘȈ)
first press
second press
third press
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
AM
OK CHANGE
Press the dialpad buttons to enter the hour. Use two digits for all hours. The clock on the display shows either one or two digits.
The display prompts you to choose a.m. or p.m. Press CHANGE and OK to select p.m.
Hour:01
Press NEXT.
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, 2003.
Minutes:30
Press NEXT.
NEXT CHANGE
Year:00
Press CHANGE.
NEXT CHANGE
Year:___
Press the dialpad buttons to enter the year.
CANCL
Year:03
Press NEXT.
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 NEXT.
Press CHANGE.
Press the dialpad buttons to enter the day.
Press ® to end your session.
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 settings.
Begin the programming session
Jan 1 12:00pm
Feature:
Password:
RETRY
Press ≤.
Press ••¤flfl‹››.
Press ¤‹fl›fl.
30 / Frequently used programming operations
Choose a speed dial code
Terminals&Setsˆ
Sys Speed Dialˆ
Speed dial #:___
Press three times.
Press ≠.
Press ‚‚⁄.
LIST
You can pick any system speed dial code between 001 and 255.
Speed dial #:001ˆ
Press ≠.
FIND
Add or change the telephone number
001:No number
Press CHANGE.
CHANGE
001:___
CANCL OK
001:nnnnnnnn__
CANCL BKSP OK
Use the dialpad to program the telephone number that you want to add. The telephone number can be up to 24 digits long.
Your display shows the telephone number, and not n’s as shown here. Press OK
.
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 CHANGE to see your options: Use prime line, a specific line (for example Use line: 01), a line pool (for example Pool code:71), or Use routing tbl.
In this example, the system selects the prime line automatically (the most common choice), to dial speed dial code 001.
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