Nortel Compact ICS 7.1 Coordinator Manual

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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

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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

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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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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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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

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Index 247

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Getting started with Norstar

Your Norstar digital key system has many powerful features that can be customized to keep up with changes in your workplace.

Using this guide

The person who is responsible for adding or moving telephones or making changes to the system is called the system coordinator. This guide is designed to give 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.

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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

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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

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Getting started with Norstar / 19

Display

Display buttons

Dialpad

Memory buttons

Feature button

Hold button

Release button

Volume rocker

switch

Mute

Handsfree

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

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≤

≥ 

√

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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

Business

Series

Terminals

Programming

Record

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:

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Programming buttons are active or inactive at different stages of programming. A button is active (meaning you can use that option), when the indicator next to it is lit (ª or º).

A map for 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 ≤••ÇØˆÏÈÌ and entering the password (the default password is ÅÎ˜Èˆ or

¤‹ﬂ›ﬂ). The maps show you the menu choices.

A Basic password can be used with a limited number of feature codes, including ••ÊÈ˜‰ 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.

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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

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

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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

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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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 ••ÇØˆÏÈÌ. It’s the same as pressing ••¤ﬂﬂ‹››.

Password:

RETRY

Terminals&Sets

Press ÅÎ˜Èˆ¤‹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.

ÅÎ˜Èˆ 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

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

••ÊÈ˜‰).

Press ¤¤‡›¤(ıÅÍÈÇ) or ¤‹ﬂ›ﬂ (ÅÎ˜Èˆ)

first press

second press

third press

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

Hour:01

Press CHANGE.

NEXT CHANGE

Hour:___

CANCL

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

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Press ≤.

Press ••¤ﬂﬂ‹››.

Press ¤‹ﬂ›ﬂ.

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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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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 would appear on the display for the call.

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

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.

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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 --> until you have the entire name.

Press ‘.

<-- BKSP -->

Name:SAVINGS BA...

Press ® to end your session.

CLR CHANGE

Or you can press –, then ‘ to program another speed dial number.

End of session

Changing the name of a telephone

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

RETRY

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Press ≤.

Press ••¤ﬂﬂ‹››.

Press ¤‹ﬂ›ﬂ.

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Frequently used programming operations / 33

Change the name of a telephone

Terminals&Setsˆ

Show set:___

LIST

If the set has already been given a name, it appears after DN: on the display.

21:21ˆ

Press ≠.

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

Press ≠ then ‘.

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 CHANGE.

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:P___

<-- BKSP -->

Name:Pat P

<-- BKSP -->

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

Name:Pat P

Use the dialpad and --> until you have the entire name.

Press ‘ to use the name you have entered.

Press ® to end your session.

CLR CHANGE

You can press – once to continue programming this telephone, or press – twice to return to the Terminals and Sets heading.

End of session

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34 / Frequently used programming operations

Changing the name of a line

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

Press ≤.

Press ••¤ﬂﬂ‹››.

Press ¤‹ﬂ›ﬂ.

RETRY

Change the name of a line

Terminals&Setsˆ

Linesˆ

Show line:______

LIST

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

Line002:Line002ˆ

Press ‘.

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.

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.

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Use the dialpad and --> until you have the entire name.

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Frequently used programming operations / 35

Name:LOCAL

<-- BKSP -->

Name:LOCAL

Press ‘ to use the name you have entered.

Press ® to end your session.

CLR CHANGE

You can press – once to continue programming this line, or press – twice to return to the Lines heading.

End of session

Making changes to Call Forward No

Answer

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

RETRY

Press ≤.

Press ••¤ﬂﬂ‹››.

Press ¤‹ﬂ›ﬂ.

Change where a call goes when there is no answer

Terminals&Setsˆ

Show set:___

LIST

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

25:25

Press ≠.

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

25.

Press ≠.

FIND

Capabilitiesˆ

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Press ≠.

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36 / Frequently used programming operations

Fwd no answerˆ

Fwd to:None

CHANGE

Press ≠.

Press CHANGE and enter the internal number where you want the calls to be sent. In this example, the DN is 21.

Fwd to:21

CLR CHANGE

You can press CLR to change the destination back to 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 CHANGE button to choose the number of times the telephone rings before it is forwarded.

Press ® to end your session.

CHANGE

You can press – to continue programming capabilities for this telephone, or press – four times to return to the Terminals and Sets heading.

End of session

Tip - If the telephone 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 165.

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Frequently used programming operations / 37

Making changes to Call Forward on Busy

Begin the programming session

Jan 1 12:00pm

Feature:

Password:

Press ≤.

Press ••¤ﬂﬂ‹››.

Press ¤‹ﬂ›ﬂ.

RETRY

Change where a call goes when a telephone is busy

Terminals&Setsˆ

Show set:___

LIST

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

25:25

Press ≠.

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

Press ≠.

FIND

Capabilitiesˆ

Fwd no answerˆ

Press ≠.

Press ‘.

Fwd on busy. . .

Fwd to:None

CHANGE

You can press CLR to change the destination back to None.

Fwd to:21

Press ≠.

Press CHANGE and enter the internal number where you want the calls to be sent. In this example, the DN is 21.

Press ® to end your session.

CLR CHANGE

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You can press ‘ to continue programming capabilities for this telephone, or press – three times to return to the Terminals&Sets heading.

End of session

Tip - If the telephone 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 165.

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

Feature:

Password:

RETRY

Change Do Not Disturb on Busy

Terminals&Setsˆ

Show set:___

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Press ≤.

Press ••¤ﬂﬂ‹››.

Press ¤‹ﬂ›ﬂ.

Press ≠.

Enter the internal number (intercom number) of

LIST

the telephone extension. In this example, the DN is 25.

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Frequently used programming operations / 39

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

25:25

Press ≠.

FIND

Capabilitiesˆ

Fwd no answerˆ

DND on Busy:N

Press ≠.

Press ‘ twice.

Press CHANGE to turn the feature on.

CHANGE

DND on Busy:Y

CHANGE

You can press ‘ to continue programming capabilities for this telephone, or press – three times to return to the Terminals and Sets heading.

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

End of session

Tip - If the telephone is a member of a Hunt Group and

the set activates this feature, the telephone 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 165.

For more information about Call Forward and similar settings, see ‘‘Forwarding your calls within the system’’ on page 115.

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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 120.

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 53.

See ‘‘Paging’’ on page 125.

telephones ring’’ on page 211.

See ‘‘Using passwords’’ on page

217.

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Answering calls

Answering incoming calls with Hunt Groups

Your Norstar system 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 about Hunt Groups see ‘‘Programming Hunt Groups’’ on page 165.

Answering an incoming call

There are three possible indications of an incoming call: ringing, a line button flashing, and a message on the display. You may not 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, but which is assigned to a line button and designated as Appr only. If so, you see only a flashing icon beside the 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 73 for more information about the use of lines.

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

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Line buttons

For each line assigned to your telephone, one line button is assigned to that line. 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.

Note: Target lines (DID) are for incoming calls only. If you press a line button assigned to a target line that does not have an incoming call, the prompts on your telephone will indicate that the line is for incoming calls only.

The model 7000 and 7100 telephones, analog telephones, and portable handsets have two intercom paths which are used instead of line buttons to answer and make calls. Each telephone 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 the

Off The line is free.

The 7316E display phones display a set of icons in place of flashing arrows when it is connected to a system with version 6.1 or newer software. If you connect a 7316E to a system that is running version 6.0 or previous versions, the standard line indicators display.

The KIM module also displays some of these icons. Note that this piece of hardware is only supported by version 6.1 and newer software.

Active call The line is active and/or you are connected to

Ringing A call is coming into this line.

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.

line is in use elsewhere.

this telephone.

Hold The call on this line is on Hold at this telephone.

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Call forward The call on this line has been forwarded.

Active button The feature assigned to this button is active.

Flash rate indicators for 7316E and KIM icons

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

line is in use elsewhere or the service indicated is active

Off The line is free

Flashing on and off for equal lengths of time

Flashing on and off more quickly (twinkle)

Flashing on for longer than off (blink)

Existing alert rate

I-hold

U-hold

Rings you may hear

A double beep every 10 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 brief single ring A call is being redirected on one of your

Three beeps descending in tone

A call has been camped to your telephone.

a call is being transferred to you.

redirected lines. You cannot answer this call.

You are receiving a priority call.

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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.

Note: The Digital Mobility phone does not support this feature. The handset has a number of tones that are set-based.

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

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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.

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Answering calls / 45

DRT Line001

Line001 callback

CALLBACK

Line001 to prime

Line002>Line052

For other displays, see ‘‘Common feature displays’’ on page 243.

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

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

Expanding telephone button capacity

You can add additional memory buttons to 7316E digital phones connected to KIMs (T24 key indicator modules). If you add the modules without identifying them as enhanced central answering positions (eCAPs) in programming, the user can program the module buttons as an expanded memory button set.

However, if you want to designate one person as the central answering position for your system, you can program the 7316E+eKIM to support lines. eKIMs also support multiple target line appearances and Hunt group appearances.

For details about configuring the KIM modules, refer to the Compact ICS

7.1 Installer Guide.

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Using a KIM as a central answer position

When you deploy a CAP consisting of a 7316E digital phone and one or more KIMs, the modules can be configured as eKIMs by your installer. If you do not need lines or hunt group appearances on the KIMs, there is no requirement for any system configuration. A KIM that only supports memory button configuration is referred to as an ordinary KIM (OKIM). You can install up to nine OKIMs on a 7316 digital phone.

TIP - You must have version 6.1 or newer

software to use KIMs.

If you connect more than four OKIMs to a 7316E, you need to add a Supplementary Auxiliary Power Supply (SAPS).

It is best if the eCAP is the prime telephone and direct-dial telephone for the lines and telephones it serves.

7316E digital phone with added KIM

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Answering calls / 47

KIM memory button programming can provide:

• feature access (Refer to ‘‘Programming a feature code onto a memory button’’ on page 147)

• access to line pools (Refer to ‘‘Programming a memory button with a line pool feature code’’ on page 74)

• one-press external autodial (Refer to ‘‘Storing a number on a memory button for Autodial’’ on page 95)

• access to calls parked on system-wide call appearance (SWCA) buttons (Refer to ‘‘System-wide call appearance (SWCA) codes’’ on page 105)

An extended KIM (eKIM) provides the same functionality as the OKIM plus the ability to support lines, multiple target line appearances, and Hunt group appearances. A 7316E can support a maximum of four eKIMs. Your system can support one CAP. Note that this total includes any legacy 7324+CAPs that are configured as eCAPs.

Cold starting the KIM

If your KIM fails, or if you want to erase programming on the KIM, there are two types of cold start.

TIPs - If you are cold starting an eKIM that has

line or Hunt group assignments, the cold start will erase current programming, and insert the line appearances, starting with the top, left button. After all the line appearances are assigned to lines, the system adds target line or Hunt Group appearances. If any buttons are left, the system will populate the buttons with autodialer assignments.

Use

≤•‚ to view button assignments after a

cold start.

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48 / Answering calls

For both types of cold starts:

1. Unplug and replug the 7316E digital phone line cable.

The telephone will restart and all the icons will flash. When the telephone icons stop flashing, the KIM module icons start flashing.

2. At this point, do one of the following:

• KIM single-module cold start

If you just want to cold start an individual module, on that module, simultaneously press the two top and two bottom buttons on the lower button set, as shown in the following diagram. The KIM displays a random pattern of icons as the KIM resets.

•KIM

multi-module cold start

If you want to cold start all the KIMs attached to your telephone, simultaneously press the top two buttons on the upper button set, and the bottom two buttons on the lower button set, as shown in the following diagram.

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Customizing the eKIM

You can move external line appearances, target line appearances, or hunt group appearances onto the eKIM by using ≤•°⁄. See ‘‘Moving line buttons’’ on page 156.

Any of the buttons on the eKIM that do not support lines can be programmed to auto dial internal or external numbers. You also still can program features directly onto eKIM buttons. Refer to ‘‘Time savers for making calls’’ on page 95 and ‘‘Customizing your telephone’’ on page 145 for information about programming memory buttons.

eKIM button programming for CAP

Any line appearances and target line appearances assigned to the 7316E, which overflow to the eKIM, must be assigned by your installer. You can, however, use the Coordinator password to assign the telephone to the hunt groups for which you want to provide an appearance. Refer to ‘‘Programming Hunt Groups’’ on page 165 for information about programming hunt group appearances.

Designating features or autodial numbers to the eKIM buttons, can be programmed using the Button progrmng, which is found under User Preferences under Terminals&Sets.

1. Place the programming overlay over the appropriate buttons on your two-line-display telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password). Terminals&Sets displays.

4. Press ≠. Show set: displays.

5. Enter the DN number of the 7316E which is attached to the eKIM you want to program, then press OK

6. Press ≠. Capabilities displays.

7. Press ‘ two times until User preferences displays.

8. Press ≠. Model displays (7316E+<n>KIM).

9. Press ‘. Button progrming displays.

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50 / Answering calls

10. Press the KIM softkey for the KIM for which you want to program buttons. If no KIM softkeys appear, it means the KIM was not configured as a CAP in programming.

11. Press ‘ until you find the button you want to program.

12. Press TEL#

FEATR

button blank, press CLR

to enter an autodial number or Hunt group DN or press

to enter a feature code and feature programming. To make the

Monitoring telephones from the CAP

The indicator icons beside the buttons on the CAP show the status of system telephones or lines that are configured on the CAP. Refer to ‘‘What line indicators mean’’ on page 42 icons.

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 ® to end a feature you are using. If you do, you disconnect the call. Use

≤ instead.

Hearing aid compatibility

The handsets on all Norstar and BST telephones are compatible with hearing aids as defined in the FCC rules, Part 68, sectio n 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.

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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.

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

137.

≤°⁄⁄, you see only

Using Call Information for a particular call

≤°⁄⁄

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 telephone. 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.

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

Tip - Call Log displays the same information as Call

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

Once you answer a call, new calls coming in on lines configured with CLID to telephones with CLID allowed, present the prompt: LineXXX Calling for two rings, and then the CLID of the caller will display for three seconds (XXXXX).

If the call is being forwarded, the CLID will also display the number from which the call was forwarded (XXXXX>YYY).

This transient prompt will disappear if you press a programmed feature button, external autodialer, answer DN, line button, intercom button, any

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dialpad button, or handsfree button. As well, an incoming Priority call or Voice call will clear the display and display the information for the Priority or Voice 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

≤°⁄⁄. £ or VIEW to display more information about an external call.

≤°⁄⁄, you see only

Displaying Call Information for a call on hold

1. Press ≤°⁄⁄. The display shows ˆSelect a call.

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

3. Press

£ or VIEW to display more information about an external call.

Tip - If your telephone automatically displays Call

Display information for a call, you need to press

≤°⁄⁄ before you can press £ or VIEW to

display more information about the call.

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.

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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.

1. Place the programming overlay over the appropriate buttons on your two-line-display telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press

4. Press ≠and enter the internal number of the telephone you

5. Press ≠.

6. Press ‘ four times.

7. Press ≠.

8. Choose a setting at 1stDisplay: using the CHANGE

You may see Unknown name or Unknown number on the display if the information is not available from your telephone company. You may see Private name or Private number on the display if the caller blocks that information.

¤‹ﬂ›ﬂ (the default System Coordinator password).

want to program.

button. The

choices are Name, Numbr or Line.

Picking up a call ringing at another telephone

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

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Answering any ringing telephone using Directed Pickup

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

≤‡ﬂ.

Tip - Directed pickup can retrieve calls that are ringing

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.

Answering any ringing telephone using Group Pickup

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

≤‡ﬁ.

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.

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Tip - A Hunt Group call ringing at a Norstar set DN that

is also a member of a call pickup group can be picked up by any telephone in that call pickup group. For more information about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 165.

Changing a pickup group for a set

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

1. Place the programming overlay over the appropriate buttons on your two-line-display telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press

¤‹ﬂ›ﬂ (the default System Coordinator password).

4. Press ≠ and enter the internal number of the telephone you want to program.

5. Press ≠ twice.

6. Press ‘five times.

7. Press CHANGE

at Pickup grp: to assign the telephone to pickup group

1, 2, 3, or 4, or to None.

Displays

Already joined

Pickup denied

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.

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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

Answering a call using Trunk Answer

Press ≤°‚‚.

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.

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

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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.

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Answer DNs and Answer keys

If you have Answer DNs assigned to memory buttons with displays, you can use an Answer DN button to monitor calls on another telephone. The calls that come to the monitored telephone that provide an appearance on the Answer DN button are determined by the system-wide Anskey setting.

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 about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 165.

Systems running CICS 7.0 and newer software can also use an Answer DN button to auto dial the telephone. The Answer DN must be idle (no indicator) for this feature to work. This feature does not prevent you from assigning a memory button as an auto dial button for the same DN.

Digital Mobility phones, and the 7000 and 7100 digital phones, can also have Answer DNs assigned. However, since these telephones do not have, or do not have enough, memory buttons with display keys, the Answer DN must be set to Ring Only. These telephones also only have two assigned intercom buttons, therefore, a maximum of two Answer DNs can be answered and active at the same time.

Answer DNs are assigned under Terminals&Sets under Lines, Line Assgn. This setting assigns the DN of another telephone to one of your telephone buttons.

Answer keys are assigned under System prgrming, Featr settings. This setting determines which calls will appear at the bottom. There are three levels: Basic, Enhanced, and Extended.

You need an Installer password to perform this programming. See th e Compact ICS 7.1 Installer Guide for more informati on.

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

• You cannot make calls using Answer buttons.

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58 / Answering calls

• 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.

Tip - More than one attendant may have an Answer DN

button for the same 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 DN button for each person.

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.

2. Press

3. Press the appropriate button to retrieve the held call.

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.

≤‹.

This is automatic on the 7000 and 7100 digital phones and the Digital Mobility phones.

≤‹.

Tip - You can create a conference by releasing privacy

on a call. See ‘‘Turning Privacy on or off for a call’’ on page 68.

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Disconnecting one party

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

On system digital phones except for the 7000 or 7100 digital phones and Digital Mobility phones.

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 a 7000 or 7100 digital phone or a Digital Mobility phone:

1. Press

2. Press

3. Press

®. The call is disconnected.

≤£‹, to place one caller on hold. Press ≥/R again, to

put the caller you want to keep on hold.

®. The call is disconnected. ≥/R to speak to the remaining party.

Independently holding two calls

For all telephones except the 7000 and 7100 digital phones, and the Digital Mobility phones, 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.

≥. The second person is put on hold.

2. Press

3. Take the other call off hold.

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≤‹.

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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 hold.

You can reconnect to the conference by pressing either of the held line buttons. For the 7000 and 7100 digital phones, press ≥. For Digital Mobility phones, press R.

Splitting a conference

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

You can activate this feature on all system digital phones except for the 7000 and 7100 phones and Digital Mobility phones.

TIP - Refer to the Nortel Networks Digital Mobility

Handset 7420 User Guide for details about the handset icons. On the Digital Mobility handset, the R (Recall) button performs the function of a Hold key.

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

On the 7000 and 7100 digital phones and the Digital Mobility phones:

1. Press

2. Press

You can re-establish the conference.

1. Press

2. Take the held call off hold.

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≤£‹. The first party is on hold. ≥/R, if necessary, to switch parties.

≤‹.

This is not necessary for the 7000 and 7100 digital phones or the Digital Mobility phones.

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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

≤‡‚.

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

Conference busy

Line001 21

TRANSFER

Press held line

For other displays, see ‘‘Common feature displays’’ on page 243.

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.

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 TR AN SF ER 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.

or entering the Transfer feature

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Listening to a call as a group

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

≤°‚¤.

press

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

Tip - Keep the handset away from the speaker, or you

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

® 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 66.

Handsfree must be set to Std or Auto in system programming for a telephone to be able to use a headset. This programming is performed by someone with the Installer password.

Note: The 7000 and 7100 digital phones, analog telephones, and Digital Mobility phones do not support handsfree, unless otherwise noted by the manufacturer. For these telephones, set Handsfree to None. The Digital Mobility phones have an independent mute key that mutes the handset microphone.

If the telephone is set to Auto, the next incoming call defaults to the voice path used by the last call. For instance, if you answered your last call using the headset button, the next call will automatically default to the headset if

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you do not make any changes before answering the call. If you plug in a headset, the telephone will automatically switch the voice path to headset. This will not change the mute status of the call. You can also change the voice path by choosing either the handsfree or headset button.

7316E voice path features: The 7316E digital phone must be set to Auto to allow activate the handsfree, which is located under the dial pad, beside the mute and headset buttons.

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 handsfree button. The internal microphone and speaker are automatically turned on.

Note: The 7316E digital phones have a handsfree button located below the

dialpad. This button only works if the telephone is wired to a system running version 6.1 or newer software and the Handsfree setting in programming is set to Auto.

Tip - Direct your voice toward the telephone. The closer

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

Handsfree is not available for the 7000 and 7100 digital phones, analog telephones and Digital Mobility phones, unless otherwise noted by the manufacturer.

Making calls without lifting the handset

1. Press the handsfree button. 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.

Note: The 7316E digital phone has a handsfree button located below the

dialpad. This button only works if the telephone is wired to a system running version 6.1 or newer software and the Handsfree setting in

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programming is set to Auto. All other telephones have handsfree assigned to the bottom memory button (right column, on telephones with two rows of memory buttons).

2. Dial your call.

3. Speak normally.

Muting handsfree

1. Press the mute button 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 mute button to turn the microphone back on again and continue your handsfree call.

Note: The 7208, 7316 and 7316E digital phones have a mute button

located below the dialpad. Other telephones have mute programmed as a handsfree/mute combination on the bottom memory button (right, column on telephones that have two rows of memory buttons). Refer to the user card for the telephones for specifics about using this button.

Changing a regular call to handsfree

1. Press the handsfree button.

Note: The 7316E digital phone has a handsfree button located bel ow the

dialpad. This button only works if the telephone is wired to a system running version 6.1 or newer software. On previous version of software, the handsfree feature is assigned to the lower, right memory button.

2. Hang up the handset.

Changing a handsfree to a regular call

Lift the handset.

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Using handsfree

On models with separate handsfree and mute buttons:

• The indicator next to the handsfree button is solid when you handsfree is active and turns off when the telephone is set to handset or headset.

• The indicator next to the mute button blinks when you mute the microphone and turns off when the microphone is open.

Note: Legacy Norstar telephones have only one button for both functions.

In this case, when the telephone is on handsfree and the microphone is on, the light is solid. If the telephone 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. The voice of your caller 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 volume (press the left end of prevents echoes. When you change the volume level, both the microphone and speaker volume are adjusted to prevent feedback problems.

√ while speaking)

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 - In open-concept environments, use the handset

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

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Changing handsfree for a telephone

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

1. Place the programming overlay over the appropriate buttons on your two-line-display telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press

¤‹ﬂ›ﬂ (the default System Coordinator passwor d) .

4. Press ≠ and enter the internal number of the telephone you want to program.

5. Press ≠ twice.

6. Press ‘ three times.

7. Choose a setting at 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

Need Handsfree

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 62. Not available for 7316E digital phones.

This prompt appears if you attempt to use handsfree or headset and the telephone not been configured with Auto under Handsfree.

For other displays, see ‘‘Common feature displays’’ on page 243.

Both Auto and standard handsfree allow you to use a headset with a system digital phone.

A handsfree/mute button is automatically assigned to a legacy Norstar telephone that is programmed with handsfree and is always located in the lower right-hand corner of the numeric dialpad. For 7208 and 7316 digital

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phones, this button is assigned as a handsfree-only button. The mute button is located under the dial pad.

The handsfree setting for 7316E digital phones only displays Auto or

None. The handsfree button on this set is located under the dialpad. If Handsfree is set to None, the handsfree button does not function. Also, if

the 7316E is attached to a system with software older than version 6.1, it acts like the 7316 telephone, and the handsfree button under the dial pad is not active.

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 7000 and 7100 digital phones, analog telephones, and the Digital Mobility phones.

You can turn handsfree answerback on or off for a telephone that is programmed to use handsfree.

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press

4. Press ≠ and enter the internal number of the telephone you

5. Press ≠ twice.

6. Press ‘ four times.

7. Choose a setting (Yes or No) at HF answerback: using the CHANGE

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¤‹ﬂ›ﬂ (the default System Coordinator password).

want to program.

button.

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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 telephone display. You cannot join a call without this tone being heard.

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 system telephones, in addition to the external caller, can take part in this kind of conference.

≤°‹.

conversation.

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

≤°‹.

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Checking call length using Call Duration Timer

By pressing ≤‡‡, you can see how long you spent on your last call, or how long you have been on your present call.

Displays

21 02:47

Line001 01:45

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

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.

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 handsfree button within one second to be reconnected to your call.

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Page 71

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

75.

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

• Press the handsfree button and dial to talk without using the handset. See ‘‘Using handsfree/mute’’ on page 62.

• Press the handsfree button, 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 95.

Displays

21 busy

PRIORITY LATER

9__

QUIT BKSP

95551234

TRANSFER

Already joined

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

You are dialing using Pre-Dial. To erase an incorrect digit, press the left end of or BKSP . When the number is complete, select a

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 TRANSFER

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

to use the Ring

√

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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 LATER to use the Ring Again (page 79) or Message (page 128) 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 LATER to use the Ring Again or Messages features, or press PRIORITY 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 make a priority call.

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 7.1 System Coordinator Guide N0130955 01

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 LATER 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

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Ring Again?

YES NO EXIT

Select a line

Send message?

Press YES to use Ring Again. Press NO to send a message. See ‘‘Sending a message’’ on page 128 and ‘‘Turning on Ring Again’’ on page 79.

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 YES to send a message. See Messages.

YES NO

For other displays, see ‘‘Common feature displays’’ on page 243.

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 7000 and 7100 digital phones and the Digital Mobility phones have two intercom paths which are used instead of line buttons to answer and make calls. These paths do not show up as display keys. Instead, the user switches between two calls by pressing phone). In this situation, one call is active and one call remains on hold.

≥ (7000/7100) or R (on the DM

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.

A destination code is similar to a line pool access code, except that the line pools have been assigned to specific routing information. The destination

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74 / Making calls

code is used in the same way as the line pool access code, but you may need to dial fewer following numbers if the route is set up to automatically dial part of the call number.

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

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

Using a line pool to make a call

1. Press ≤ﬂ›.

2. Dial a line pool access code or destination code.

3. Dial the number you are calling.

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. Enter a line pool access code or destination code.

3. Dial the number you are calling.

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

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 79.

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 147 for more information.

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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 buttons or intercom buttons as do Norstar and BST 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.

Dialing calls with a second dial tone (Profile 2, only)

Some call destinations require a two-stage dialing sequence that requires a second dialing tone before the local numbers are dialed. Your system administrator will indicate which destination codes or numbers require this process.

1. Dial the destination code and any initial digits specified for the call.

2. When you hear the dial tone again, complete the dialing sequence.

Changing how you dial your calls

1. Press ≤•°¤.

2. Press

3. Press

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

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£ or NEXT until the dialing mode you want appears. ≥ or OK to select the displayed dialing mode.

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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 handsfree button.

You cannot use Standard Dial on a 7000 or 7100 telephone unless you pick up the handset first. If you are using either of these telephones, use the Automatic Dial or Pre-dial feature for on-hook dialing.

Digital Mobility phones only support standard dial. To dial, ensure that the handset is activated, and then dial the call number. The handset programming may allow pre-dial, but that feature would be specific to handset.

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.

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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.

Tip - If your telephone starts ringing while you are

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.

≤°ﬁ). This does not affect

When the dialed internal number is busy

Priority Call

≤ﬂ·

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.

Tip - Priority calls cannot be made to Hunt Group DNs.

For more information about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 165.

Digital Mobility phones receive priority calls as ringing calls. The existing call automatically goes on hold and the priority call becomes the active call.

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Making a priority call

1. Press ≤ﬂ·.

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 about blocking calls, see ‘‘Using Do Not Disturb’’ on page 193. If the person does nothing, the priority call feature puts their active call, including conference parties, on Exclusive Hold and connects your call.

Giving a telephone the ability to make priority calls

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press

¤‹ﬂ›ﬂ (the default System Coordinator passwor d) .

4. Press ≠ and enter the internal number of the telephone you want to program.

5. Press ≠ twice.

6. Press ‘ nine times. The display shows Priority call:.

7. Press CHANGE

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

Displays

Call blocked

Please wait

Priority denied

You tried to place a priority call to another system 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.

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

21 busy

PRIORITY LATER

Calling 21

PRIORITY LATER

Do not disturb

PRIORITY LATER

On another call

PRIORITY LATER

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.

Tip - The Ring Again feature cannot be used when

calling a Hunt Group DN. For more information about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 165

Turning on Ring Again

Press ≤¤ before you hang up.

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

Canceling Ring Again

Press ≤£¤ to cancel a Ring Again request.

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Displays

Can't ring again

Ring Again?

YES NO EXIT

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 YES to use Ring Again. Press NO if you prefer to send a message.

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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 - The Auto Attendant can transfer calls to a Hunt

Group. For more information about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 165.

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.

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 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.

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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.

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

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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.

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

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• 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 92.

• 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

≤•°‹⁄

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 ≤•°‹⁄. The display shows the current status of System Answer.

2. Press CHANGE Basic password (the default passwords are ¤‹ﬂ›ﬂ and ¤¤‡›¤) to turn the feature on or off.

3. Press OK

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.

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or £ and enter the System Coordinator password or

or • to confirm the change.

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Tip - You can program the feature code for turning

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.

Turning CCR on or off

≤•°‹¤

1. Press ≤•°‹¤. The display shows the current status of CCR.

2. Press CHANGE Basic password (the default passwords are ¤‹ﬂ›ﬂ and ¤¤‡›¤) to select a setting: OFF, Bus. Open, or Bus. Closed.

3. Press OK

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

or £ and enter the System Coordinator password or

or • to confirm the change.

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.

1. Place the programming overlay over the appropriate buttons on your two-line-display telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password). The display shows Terminals&Setsˆ.

4. Press “ twice. The display shows System prgrmingˆ

5. Press ≠, ‘, and ≠. The display shows the internal number of the current attendant telephone.

6. Press CHANGE to assign as the attendant telephone.

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and enter the internal number of the telephone you want

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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.

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password). The display shows Terminals&Setsˆ.

4. Press “ twice.The display shows System prgrmingˆ.

5. Press ≠, ‘, and ≠. The display shows the setting for the attendant telephone.

6. Press ‘. The display shows Languageˆ.

7. Press ≠. The display shows the first language used in greetings.

8. Press CHANGE

9. Press ‘. The display shows the second language that callers hear. Press CHANGE

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to select a language: English, French or Spanish.

to select a different language or NONE.

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Setting ring delay before System Answer takes a call

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password).

4. Press “ twice.

5. Press ≠, ‘, and ≠.

6. Press ‘ twice. The display shows System Answer…

7. Press ≠.

8. Press CHANGE 1 and 12).

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

until you see the appropriate number of rings (between

Setting the ring delay before CCR greeting answers

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password).

4. Press “ twice.

5. Press ≠, ‘, and ≠.

6. Press ‘ three times. The display shows CCRˆ.

7. Press ≠.

8. Press CHANGE 1 and 12).

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

until you see the appropriate number of rings (between

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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.

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password).

4. Press “ twice.

5. Press ≠, ‘, and ≠.

6. Press ‘ three times. The display shows CCRˆ.

7. Press ≠.

8. Press ‘. The display shows CCR groupsˆ.

9. Press ≠ and enter the number of the group to which you want to make changes.

10. Press ≠ and enter the internal number of the telephone you want to add or remove from the group.

11. Press CHANGE Assigned, Unassgnd.

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

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to select the status of the telephone in the group:

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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.

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.

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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. 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 - For better sound quality in your greetings, use the

handset for recording greetings (not the handsfree microphone).

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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.

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.

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Recording customized greetings for System Answer and CCR greetings

≤•°‹‹

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 pre-

recorded 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.

1. Press ≤•°‹‹ and enter the System Coordinator password (the default password is ¤‹ﬂ›ﬂ).

2. If you have the capability to record your own system greetings, the display shows Auto att grtngs.

If you do not have the capability to record your own system greetings, the display shows Change rec time?. Select yes to change the recording time or no to keep the recording time as is. The display then shows Auto att grtngs. Your choices are: SHOW, EXIT, and NEXT. (NEXT takes you to the menu for programming destinations for CCR.)

3. Press ≠. The display shows Grtg A mode: User. Your choices are: CHG, SHOW, and NEXT. NEXT takes you to Grtg B mode: User.

4. Press CHG want to record your own greeting (User). For system greetings D, E, F, and G, you may select Sys to turn on the pre-recorded greetings, User to record your own version of the

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

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Auto Attendant / 93

greeting, or Off to turn them 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 Sys to turn on the prerecorded greetings, or Off to turn them 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.

5. Press ≠. The display shows Greeting A: User. Your choices are PLAY, REC, and OK. Press PLAY

to play the greeting.

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

7. Press OK

8. To continue recording greetings, press NEXT next greeting.

9. Press OK Example: “Our business hours are 8 a.m. to 5 p.m., Monday through

Friday”.

10. To continue recording greetings, press NEXT 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.

to record a greeting. As soon as you press REC the previous

when you have completed your recording.

, then REC to record the

when you have completed your recording.

, then REC to record the

Tip - If you have recorded your greetings, you can

press NEXT

Auto att grtngs and go right into the menu for

programming destinations for CCR.

from the display showing

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Programming or changing CCR destinations

1. Press ≤•°‹‹ and enter the System Coordinator password (the default password is ¤‹ﬂ›ﬂ).

2. Press NEXT EXIT, and PREV.

3. Press ≠. The display shows Dial 0: and the current destination when the caller presses zero. Your choices are CHNGE

4. Press CHNGE

Each number from zero to nine and • can direct a call to the attendant telephone or one of the nine CCR groups. The • can be set up to make the system play the CCR greeting again (Repeat). If a digit is set to None, it has no destination.

Using NEXT

until the display shows CCR tree. The choices are SHOW,

to select the appropriate destination.

and CHNGE, select the destinations for the remaining digits.

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.

and

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Page 95

Time 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 DNs, or handsfree 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

≤•⁄ or ≤•¤

1. Press ≤•⁄ to program an external number or ≤•¤ for an internal number.

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 (use the intercom line)

• host system signaling

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 intercom button 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.

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For the 7000 and 7100 digital phones, an external autodialer can be programmed only by using a line and not a line pool.

Tip - If you do not include a line selection in an autodial

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

Digital Mobility phones do not support the auto dial feature.

Using intercom as the line for Autodial

If you enter the intercom button as the line for an external 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

Enter digits

QUIT OK

Intercom #: ___

QUIT

Invalid number

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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.

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.

√ or BKSP to erase an

≥ or OK when you are

≥ or OK before

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Time savers for making calls / 97

Press a button

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 243.

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

Press ≤ﬁ to redial the last external number you dialed.

Last Number Redial records a maximum of 24 digits.

Tip - If you have a programmed Last Number Redial

button, you can use Button Inquiry (≤•‚), then press the Last Number Redial button followed by £) to check the last number before you dial it.

≤ﬁ

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Preventing a telephone from using Last Number Redial

Last Number Redial can be restricted at individual telephones.

1. Place the programming template over the appropriate buttons of the programming telephone.

2. Press ≤••¤ﬂﬂ‹››.

3. Press ¤‹ﬂ›ﬂ (the default System Coordinator password).

4. Press ≠ and enter the internal number of the telephone you want to program.

5. Press ≠.

6. Press ‘ three times. The display shows Restrictions.

7. Press ≠ twice.

8. Press ‘. The display shows Allow last no:.

9. Press CHANGE

Displays

Hidden number

No last number

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

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.

Tip - You can copy a number onto an autodial button

using Last Number Redial.

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Time savers for making calls / 99

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 - There is no difference between using User Speed

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

Adding or changing a User Speed Dial

≤•›

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 with a telephone number.

3. To include a line selection for this number, press the line or intercom button. To select a line pool, press a programmed line pool button, or press the intercom button, and enter a line pool access code or destination code.

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For 7000 and 7100 digital phones, analog telephones and Digital Mobility phones, you can only enter a line pool access code or a destination code.

4. Enter the number you want to program.

5. Press ≥ or OK

Displays

256:9___

CANCL BKSP OK

Enter digits

QUIT OK

Invalid code

No number stored

Program and HOLD

Program and OK

QUIT OK

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

BKSP

or √. When you are finished,

press

≥ or OK.

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

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 OK

Select a line

Unknown number

For other displays, see ‘‘Common feature displays’’ on page 243.

Compact ICS 7.1 System Coordinator Guide N0130955 01

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.

Nortel Compact ICS 7.1 Coordinator Manual

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 on Busy

What would you like to do next?

Answering calls

Answering incoming calls with Hunt Groups

Answering an incoming call

Sorting calls by distinctive ring patterns

Answering calls at a prime telephone

Expanding telephone button capacity

Release button

Hearing aid compatibility

Viewing information about a call on the display

Picking up a call ringing at another telephone

Creating a Conference Call

Listening to a call as a group

Using handsfree/mute

Turning Privacy on or off for a call

Checking call length using Call Duration Timer

Disconnecting by accident

Making calls

Choosing a line using a line button

Line pools

Changing how you dial your calls

When the dialed internal number is busy

Auto Attendant

System Answer

Custom Call Routing (CCR)

Direct extension dialing

Customizing System Answer and CCR

Turning System Answer on or off

Turning CCR on or off

Choosing the attendant telephone

Setting ring delay before System Answer takes a call

Setting the ring delay before CCR greeting answers

Adding/removing telephones from CCR groups

Using the pre-recorded greetings

Using customized greetings for System Answer and CCR

Programming or changing CCR destinations

Time savers for making calls

Using Last Number Redial

Using Speed Dial