Nortel Networks ICS 6.1 User Manual

Compact ICS 6.1 System Coordinator Guide

Norstar and Meridian are trademarks of Nortel Networks © Copyright Nortel Networks 2003

1-800-4 NORTEL www.nortel.com/norstar P0603544 02 Printed in Canada

Table of Contents

Getting started with Norstar 15

Using this guide 15

Understanding programming 15

Before you start 16

What you’ll need to do programming 17

Using Buttons 17

Using the buttons under the display 20

The programming overlay 21

A map for working in programming 24

Programming map (page 1) 25

Starting and ending a session 27

Ending a session 28

Frequently used programming operations 29

Changing the time and date on the display 29

Adding or changing a system speed dial 31

Program a name for a speed dial 33

Changing the name of a telephone 34

Changing the name of a line 36

Making changes to Call Forward No Answer 37

Making changes to Call Forward on Busy 39

Making Changes to Do Not Disturb on Busy 40

What would you like to do next? 42

Answering calls 43

Answering incoming calls with Hunt Groups 43

Answering an incoming call 43

Line buttons 44 What line indicators mean 44 Rings you may hear 45

Sorting calls by distinctive ring patterns 46

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Answering calls at a prime telephone 46

Expanding telephone button capacity 47

Using a CAP module 48 Using a KIM as a central answer position 49

Release button 53

Hearing aid compatibility 53

Viewing information about a call on the display 54

Using Call Information for a particular call 54 Displaying Call Information before or after answering 55 Displaying Call Information for a call on hold 55 Making Call Display information appear automatically at a

telephone 56

Changing what information is shown first about a call 56

Picking up a call ringing at another telephone 57

Answering any ringing telephone using Directed Pickup 57 Answering any ringing telephone using Group Pickup 57 Changing a pickup group for a set 58 Answering a call using Trunk Answer 59 Answer DNs and Answer keys 60

Creating a Conference Call 61

Disconnecting one party 61 Independently holding two calls 62 Putting a conference on hold 62 Splitting a conference 63 Removing yourself from a conference 63

Listening to a call as a group 64

Canceling Group Listening 64

Using handsfree/mute 65

Answering calls without lifting the handset 65 Making calls without lifting the handset 66 Muting handsfree 66 Changing a regular call to handsfree 66 Changing a handsfree to a regular call 66 Using handsfree 67 Changing handsfree for a telephone 68

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Changing handsfree answerback for a telephone 69

Turning Privacy on or off for a call 70

Creating a conference by releasing privacy 70 Making a call private 70

Checking call length using Call Duration Timer 71

Disconnecting by accident 71

Making calls 73

Choosing a line using a line button 75

Line pools 75

Using a line pool to make a call 76 Programming a memory button with a line pool feature code

Making calls from an ISDN terminal 77

Changing how you dial your calls 77

Using Standard Dial 77 Using Automatic Dial 77 Using Pre-dial 78

When the internal number you have called is busy 78

Priority Call 78 Using Ring Again 80

Auto Attendant 83

System Answer 83

Custom Call Routing (CCR) 84

CCR groups 84

Direct extension dialing 85

Customizing System Answer and CCR 85

Turning System Answer on or off 86

Turning CCR on or off 87

Choosing the attendant telephone 87

Changing the language for System Answer and CCR 88

Setting ring delay before System Answer takes a call 89

Setting the ring delay before CCR greeting answers 89

Adding/removing telephones from CCR groups 90

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Using the pre-recorded greetings 91

Using customized greetings for System Answer and CCR 91

Time available for customized greetings 93 Recording customized greetings for System Answer and

CCR greetings 94

Programming or changing CCR destinations 96

Testing your custom System Answer and CCR 96

Time savers for making calls 97

Storing a number on a memory button for Autodial 97 Using intercom as the line for Autodial 98

Using Last Number Redial 99

Preventing a telephone from using Last Number Redial 99

Using Speed Dial 100

Changing and adding System Speed Dials 101 Adding or changing a User Speed Dial 101 Making a speed dial call 102

Using Saved Number Redial 103

Saving a number 103 Dialing a saved number 103 Preventing a telephone from using Saved Number Redial

103

Handling many calls at once 105

Using Hold 105

Retrieving a held call 105 Holding automatically 105 Listening on hold 105 Holding a call exclusively 106

Using Call Queuing 106

Using system-wide call appearance (SWCA) 107

Incoming calls 108 Outgoing calls 109 No free call keys 110

Transferring calls 111

Using the transfer feature 111

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Transferring a call 111 Transferring external calls 112 Canceling a transfer 112

Using Camp-on 114

Parking a call 115

Retrieving a parked call 115 Using Call Park 116

Using Callback 117

Forwarding your calls 119

Forwarding your calls to with Norstar 119

Canceling Call Forward 119 Using Call Forward at your telephone 119 Overriding Call Forward 120 Changing the automatic Call Forward settings 120 Changing Forward no answer 120 Changing the delay before a call is forwarded 120 Forward on busy 121 DND on Busy 121 Call Forward and Voice Mail 122

Line Redirection 123

Turning on Line Redirection 123 Canceling Line Redirection 124 Allowing a telephone to redirect calls 124 Turning the redirect ring for a telephone on or off 125 How Line Redirection is different from Call Forward 127 Using Line Redirection 127

Communicating in the office 129

Paging 129

Making a page announcement 129 Activating and deactivating the ability to page 130 Creating page zones 130 Using Page with external paging equipment 132

Sending messages using the display 132

Sending a message 132

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Canceling a message you have sent 133 Viewing your messages 133 Replying to a message 133 Removing items from your message list 134 Viewing messages you sent 134

Using Voice Call 136

Making a Voice Call 136 Answering a Voice Call without touching your telephone 136 Preventing Voice Calls to your telephone using Voice Call

Deny 137

Tracking your incoming calls 139

Using Call Log 139

Call Log options 140 Logging a call manually 140 Deleting old log items (autobumping) 141 Viewing your Call Log 141 Viewing a Call Log item 141 Erasing log items 141 Making a call using Call Log 142 Creating a password to your Call Log 142 Changing your Call Log password 143 Deleting an assigned password 143 Programming a telephone to log calls automatically 143

Using Voice mail 145

Customizing your telephone 147

Finding out what a button does using Button Inquiry 147

Making the display darker or lighter using Contrast adjustment

147

Changing the language on the display 148

Programming a feature code onto a memory button 149

Programming feature buttons 149 Erasing a feature button 149

Labeling your set 151

Applying button labelling 151

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Business Series Terminals 151 Identifying the telephones 152 T7316E Business Series Terminal button defaults 153 T7316 Business Series Terminal button defaults 155 M7310 telephone button defaults 157 Default button assignments 161 Moving line buttons 162 Changing the type of ring 163 Adjusting the Ring volume 163 Hiding the message or calls indication 163 Restoring the messages and calls indication 163

User Preferences 165

Using User Preferences 165

Changing button programming 166 Changing a User Speed Dial 167 Changing Call Log options 168 Changing how calls are dialed 168 Changing the language used on the display 168 Making the display lighter or darker 168 Changing the ring on the telephone 168

Table of Contents / ix

Programming Hunt Groups 171

Adding or removing members from a group 172

Moving members of a group 173

Assigning or unassigning lines to a group 174

Setting the distribution mode 175

Setting the hunt delay 176

Programming busy line setting 176

Programming the queue time-out 177

Programming the overflow set 177

Setting the name 178

Allowing/disallowing an auxiliary ringer 178

Assigning a distinctive ring pattern to a Hunt Group 179

Using Silent Monitor 180

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Feature notes 182

Using the Hospitality features 185

Hospitality passwords 185

Desk pswd 185 Cond pswd 186

Room/desk information 186

Programming room information 187 Using the room/set programming 188

Programming the alarm feature 190

Using the Administration set to control alarms 191 Using the alarm 192 Canceling an alarm 192 Turning off an alarm 193

Telephone features 195

Installing Business Series Terminals 195

Mounting a Business Series Terminal on the wall 196

Installing Norstar telephones 198

Naming a telephone or a line 200

Moving telephones 200

Stopping calls from ringing at your telephone: Do Not Disturb

(DND) 201

Stopping calls 201 Refusing to answer a call 201 Canceling Do Not Disturb 201 Using Do Not Disturb 201

Using Background Music 202

Turning Background Music off 202

Using the device attached to the internal analog terminal

adapter 203

Using a data communication device with th e I-ATA 208

Turning off tones that can interfere with data transmissions

208

Programming answering machines or modems to answer

calls automatically 209

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Using the I-ATA with modems and fax machines 209 Troubleshooting for the device attached to the I-ATA 209

ISDN 211

ISDN BRI 211

Line access from an ISDN terminal 212

ISDN BRI features 212

Network Name Display for BRI 212 Name and number blocking for BRI 213

Service provider features 213

Call Forward 213 Canceling Call Forward 213 Calling the number your calls are forwarded to 214 Automatic Call Back 214 Automatic Recall 214 MCID (profile 2) 214 Network Call Diversion (profile 2) 215

ISDN BRI terminals 215

ISDN applications 216

Videoconferencing and video telephony 216 Desktop conferencing 216 File transfer 216 Telecommuting 216 Group 4 fax 216 Remote LAN access 216 Leased line backup 217 LAN to LAN bridging 217 Internet and database access 217

Using System features 219

Using alternate or scheduled services 219

Preventing certain calls from being made 219 Making additional telephones ring 219 Changing the lines used by outgoing calls 219 Turning Services on and off 220 An example of how to turn on a Service manually 221

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Turning Services on and off using feature codes 221 Viewing the active Services from a two-line display

telephone 222

Viewing the active Services from a one-line display

telephone 223

Using passwords 225

Using a Basic password 225 Changing passwords 226 Clearing a Call Log password 226 Hospitality passwords 227 Silent Monitor password 227

Using special telephones 228

Direct-dial 228 Changing the direct-dial telephone assignments 228 Hotline 229 Bypassing a Hotline 229 Making a telephone a hotline telephone 229 Control telephone 230 SM Supervisor 230

Using Set lock 231

Changing Set Lock programming for a telephone 231

Using an auxiliary ringer 232

Turning the auxiliary ringer for a telephone on or off 232

Using Host System dialing signals 233

Link 233 Preventing a telephone from using Link 233 Pause 234 Long Tones 234 Programmed Release 235 Run/Stop 235 Wait for Dial Tone 236 Using tone dialing for a call 236

Using your Norstar system from an external location 237

Controlling access to your Norstar system 237 Direct inward system access (DISA) 238 Class of Service (COS) 238

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Maintaining security 238 Accessing Norstar remotely over the public network 239 Tones 239 Using Class of Service (COS) passwords 240

General System features 243

Disconnect supervision 243

Hunt Groups 243

Internal numbers 243

Line assignment 244

Target line 244

Line pools 245

Overflow call routing 245

M7100 and T7100 telephones 245

Memory buttons 246

One-line display 246

Prime line 247

Private lines 247

Volume bar 247

Troubleshooting 249

Using the alarm telephone 249

Reporting and recording alarm codes 249

Testing the telephone 249

Testing the telephone display 250 Testing the telephone buttons 250 Testing the speaker in the telephone handset 250 Testing the telephone headset 251 Testing the telephone speaker 251 Testing the power supply to a telephone 251

Common feature displays 253

Index 257

Backup programming overlays 277

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/ 15

Getting started with Norstar

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

Using this guide

The person who is responsible for adding or moving telephones or making changes to the system is called the system coordinator. This guide is designed to give you all the information that is required to carry out system coordinator tasks.

The first section contains step-by-step instructions about changing the time and date, deciding how many rings it takes before a call is forwarded, and other day-to-day programming. Once you understand these basic steps, you can move on to the many other features described in the second section of the guide, and refer to the first section only from time to time.

You can look at the contents page for an overview of the features that are available, or check the index for specific features or for messages displayed on your telephone.

Understanding programming

When your system is installed, your installer or customer service representative programs it to work with your telephone lines, with your private network, if you have one, and with optional equipment. They customize the system for your office. All programming is recorded in the Norstar Programming Record.

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16 / Getting started with Norstar

You may want to further customize your system. For example, you can change how some features work, or adapt the system to changes in your office. Programming allows you to change settings that probably need to be updated regularly because of staff turnover or new business contacts. You can also assign features and program buttons on individual telephones.

There are four ways to customize and maintain your Norstar system:

• Initial programming is done for you by your installer or customer service representative. It deals mostly with how the system interacts with lines, telephones, and other equipment.

• Your programming as a system coordinator changes how features work for the system, as needed. It requires a system coordinator password.

• A basic programming password is available to allow individuals other than the system coordinator to make changes without giving access to sensitive programming capabilities.

• Personal programming is available to anyone through the Feature button on their telephone. It allows individuals to change how their telephone works to suit themselves.

Before you start

Before you begin programming, plan what changes you want to make. Record the changes in the Norstar Programming Record so that you have the information at hand. For example, if you are going to program system speed dial numbers, fill out the page in the Norstar Programming Record so that you have all the numbers and codes handy once you start programming.

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Getting started with Norstar / 17

What you’ll need to do programming

Programming is performed using a telephone that can show two lines of information on the display. Examples of telephones with two-line displays are shown on page 17.

You need a programming overlay to show which buttons to press when you are doing programming. See ‘‘The programming overlay’’ on page 21.

When you use a telephone for programming, it is taken out of service. This means it is unable to receive or make calls, and the call forward features do not work. Do not use the main reception telephone for programming because you may lose incoming calls.

Using Buttons

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

Business Series Terminal T7316

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18 / Getting started with Norstar

Business Series Terminal T7316E

Norstar two-line display telephones

M7324

M7310

The next illustration numbers the buttons that are used for both day-to-day communication and programming on the T7316E telephone.

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Getting started with Norstar / 19

Business Series Terminal buttons

Display

Display buttons

Dialpad

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

Memory buttons

Feature button

Hold button

Release button

Volume rocker

switch

Mute

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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.

20 / Getting started with Norstar

Handsfree

Headset

This guide shows the icons for Business Series Terminal buttons on the programming telephones. Your telephone may have different labels, or the buttons in slightly different locations. Refer to the table below for

comparable Norstar icons,

Business Series Terminals

T7316, T7316E Button description

Handsfree: (T7316E)

Mute:

Allows you to hear a caller without lifting the handset or wearing a headset. (T7316E only).

Activates the headset feature.

Norstar telephones

M7310, M7324

Feature

Handsfree/Mute

Hold

Volume Control

Release

√

Using the buttons under the display

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

Display buttons

display text

display button command

display button

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Getting started with Norstar / 21

The programming overlay

When you begin programming, a group of buttons on the telephone become the buttons for moving through programming headings and settings. The programming overlay is a paper cutout that is included with the Programming record. It relabels the four buttons to name the actions you use during programming. If you lose the overlay, there is an extra overlay included in the back of this book that can be printed and cut out.

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

Press Back to move to the previous item on the same menu level.

Hunt groups

Current heading

Auto Attendant

Press Show to move to the next level under the current heading.

BusName

Press Next to move to the next item on the same menu level.

Attd set:

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).

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22 / Getting started with Norstar

Business Series Terminal with overlay

Heading

Back

Heading

Back

Business

Series

Terminal s

Programming

Recor d

Show

T7316E programming set

T7316 programming set

Overlay placed over keys with indicators

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M-series terminals overlay

Heading

Show

Getting started with Norstar / 23

Displays the heading for the current level

Norstar Programming Overlay

Heading

Back Next

Heading

Back Next

Norstar Programming Overlay

Moves back one item on the current level

Displays the first setting within a menu level

Show

Moves display one item forward on the current menu level

Placing the programming overlay on M-series terminals

Norstar Programming Overlay

Heading

Back Next

Show

T7310

PO698666 Issue 02

Printed in Canada

Norstar Programming Overlay

Heading

Back Next

Show

T7324

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24 / Getting started with Norstar

A map for working in programming

The programming maps on page 25, page 26, and page 27 show the headings you see when you move through the display menu

after pressing password (the default password is

ÛÜßÝß

A Basic password can be used with a limited number of feature codes, including services on and off. For more information, see ‘‘Using passwords’’ on page 225.

¥¥¯öì éí

ë÷éö

and entering the

). The maps show you the menu choices.

¥¥æé÷ä

and the codes for turning call

Terminals&Sets

Lines

Services

Sys speed dial

Passwords

Time&Date

System prgrming

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

Program names for each line.

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

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

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

Change the time, date, or both.

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

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Programming map (page 1)

Getting started with Norstar / 25

Terminals & 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

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

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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26 / Getting started with Norstar

Programming map (page 2)

Lines Show lines ___

Services Ringing service Sched: Night

Sys speed dial

Passwords Call Log pswds Show set Log pswd

Time&Date Hour

System Prgrming

Enter digits or press LIST

Restrn services Sched: Night

Routing service Sched: Night

Speed dia l #

Enter digits or press LIST

Progrming pswds

Hospitality Desk pswd: 4677

SM pswd: 745368

Minutes

Year

Month

Day

Hunt Group Show Group Member DNs

Name

Evening Lunch Sched 4 Sched 5 Sched 6

add/change tel #

Use prime line

Display digits

Name

Sys admin: 23646

Basic: 22742

Cond pswd:None

Off, Manual, Auto

Line assignment

Mode Broadcast

Hunt Delay

If Busy BusyTone/Queue

Q Timeout

Overflow

Name

Show line ___ Unassigned/ Assigned

Sequential Rotary

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Programming map (page 3)

Getting started with Norstar / 27

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:

Password:

Terminals&Sets

RETRY

Press

¥¥¯öìéí

pressing

Press

RETRY

¥¥ÛßßÜÝÝ

ë÷éöÛÜßÝß

to re-enter the password if it is entered

wrong.

The display shows the first of the seven headings

. It’s the same as

). Press

available for administration programming.

ë÷éö

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

the Norstar Programming Record for the most recent password.

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Ending a session

Display digits:Y

CHANGE

End of session

Press

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

to end the session.

The system goes ahead with any changes you make to programming as soon as you move away from a setting, either by using the navigation buttons or 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 / 29

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 225 for more information.

Entering letters and numbers using the dialpad

fourth press

Press ².

Press

¥¥¡ÝßÜ

¥¥æé÷ä

Press

ÛÛàÝÛ

ÛÜßÝß (ë÷éö

(which is the same as

(õêé

first press

second press

third press

) or



)

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30 / Frequently used programming operations

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

Hour:01

Press

CHANGE

NEXT CHANGE

Hour:___

CANCL

OK CHANGE

Hour:01

Press the dialpad buttons to enter the hour. Use two digits for all hours. The clock on the display shows either one or two digits.

The display prompts you to choose a.m. or p.m. Press

Press

and OK to select p.m.

CHANGE

NEXT CHANGE

Minutes:00

Press

CHANGE

NEXT CHANGE

Minutes:___

Press the dialpad buttons to enter the minutes.

CANCL

If you are only changing the time and not the date, press ¨ to end your session.

In this example, you are changing the date to July 15, 2003.

Minutes:30

Press

NEXT CHANGE

Year:00

Press

CHANGE

NEXT CHANGE

Year:___

Press the dialpad buttons to enter the year.

CANCL

Year:03

Press

NEXT CHANGE

Month:01

Press

CHANGE

NEXT CHANGE

Month:___

Press the dialpad buttons to enter the month.

CANCL

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

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