Nortel Networks Modular ICS 4.0 User Manual

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Modular ICS 4.0 System Coordinator Guide

Norstar, Meridian and Companion are trademarks of Northern Telecom

1-800-4 NORTEL

www.nortel.com/norstar

P0881591 Issue 01

Printed in Canada

Table of Contents

Getting started with Norstar 1

Using this guide 1 Understanding programming 2 Before you start 3 What you’ll need to do programming 3 Using Buttons 4

Using the buttons under the display 5

The programming overlay 6 A map for working in programming 7 Starting and ending a session 11 Ending a session 11

Frequently used programming operations 13

Changing the time and date on the display 13 Programming Automatic Time and Date 16 Adding or changing a system speed dial 17 Changing the name of a telephone 20 Changing the name of a line 22 Making changes to Call Forward No Answer 23 Making changes to Call Forward on Busy 25 Making Changes to Do Not Disturb on Busy 26 What would you like to do next? 28

Answering calls 29

Answering incoming calls with Hunt Groups 29 Answering an incoming call 29

Line buttons 30

What line indicators mean 30

Rings you may hear 30 Answering calls at a prime telephone 31 Using a central answering position (CAP) module 31

Customizing your CAP module 32

Monitoring telephones with the CAP module 33 Release button 33

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Hearing aid compatibility 33 Viewing information about a call on the display 34

Using Call Information for a particular call 34 Displaying Call Information before or after answering 35 Displaying Call Information for a call on hold 35 Making Call Display information appear automatically at a

Changing which information is shown ﬁrst about a call 36

Picking up a call ringing at another telephone 37

Answering any ringing telephone using Directed Pickup 37 Answering any ringing telephone using Group Pickup 38 Changing a telephone’s pickup group 38 Trunk Answer 39 Answering a call using Trunk Answer 40 Answer buttons 40

Creating a Conference Call 41

Disconnecting one party 42 Independently holding two calls 43 Putting a conference on hold 43 Splitting a conference 43 Removing yourself from a conference 44

Listening to a call as a group 45

Canceling Group Listening 45

Using Handsfree/Mute 45

Answering calls without lifting the receiver 45 Making calls without lifting the receiver 46 Muting Handsfree 46 Changing a regular call to handsfree 46 Changing a handsfree to a regular call 46 Using Handsfree 47 Changing Handsfree for a telephone 47 Handsfree Answerback 49

Turning Privacy on or off for a call 49

Creating a conference by releasing privacy 50

Making a call private 50 Checking call length using Call Duration Timer 50 Disconnecting by accident 51 Time 51

telephone 36

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Making calls 53

Choosing a line using a line button 55 Line pools 55

Using a line pool to make a call 56 Programming a memory button with a line pool feature code

Making calls from an ISDN terminal 57

Changing how you dial your calls 57

Using Standard dial 57 Using Automatic dial 58 Using Pre-dial 58

When the internal number you have called is busy 58

Priority Call 58 Making a priority call 59 Giving a telephone the ability to make priority calls 59 Using Ring Again 60 Turning on Ring Again 61 Canceling Ring Again 61

Time savers for making calls 63

Storing a number on a memory button for Autodial 63

Adding an autodial button 63 Choosing a line for Autodial 63

Using intercom as the line for Autodial 64 Using Last Number Redial 65 Preventing a telephone from using Last Number Redial 66 Using Speed Dial 67 Making a speed dial call 67

Changing and adding System Speed Dials 67

Adding or changing User Speed Dial 68 Using Saved Number Redial 69

Saving a number 69

Dialing a saved number 70 Preventing a telephone from using Saved Number Redial 70

iii

Handling many calls at once 73

Using Hold 73

Retrieving a held call 73

Holding automatically 73

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Listening on hold 73 Holding a call exclusively 74

Using Call Queuing 74

Transferring calls 75

Using the transfer feature 75

Transferring a call 75 Transferring external calls 76

Canceling a transfer 76 Using Camp-on 78 Parking a call 79

Retrieving a parked call 80

Using Call Park 80 Using Callback 82

Forwarding your calls 83

Forwarding your calls to another Norstar telephone 83

Canceling Call Forward 83

Using Call Forward at your telephone 83

Overriding Call Forward 84

Changing the automatic Call Forward settings for a telephone

Changing Forward no answer 84

Changing the delay before a call is forwarded 85

Forward on busy 85

DND on Busy 86

Call Forward and Voice Mail 87 Line Redirection 87

Turning on Line Redirection 88

Canceling Line Redirection 89

Allowing a telephone to redirect calls 89

Turning the redirect ring for a telephone on or off 90

How Line Redirection is different from Call Forward 92

Using Line Redirection 92

Communicating in the office 95

Paging 95

Making a page announcement 95

Activating and deactivating the ability to page 96

Creating page zones 96

Using Page with external paging equipment 98

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Sending messages 98

Sending a message 98 Canceling a message you have sent 100

Viewing your messages 100

Replying to a message 100 Replying to a message using an analog telephone connected to

an ASM 101 Removing items from your message list 102 Removing items from your message list using an analog

telephone connected to an ASM 102 Viewing messages you have sent 103

Using Voice Call 104

Making a Voice Call 104 Muting Voice Call tones 105 Answering a Voice Call without touching your telephone 105 Preventing V oice Calls to your telephone using V oice Call Deny

105 Canceling Voice Call Deny 105

Tracking your incoming calls 107

Using Call Log 107

Call Log options 108 Logging a call manually 108 Deleting old log items 109 Viewing your Call Log 109 Viewing a Call Log item 110 Erasing log items 110 Making a call using Call Log 110 Creating a password to your Call Log 111 Changing your Call Log password 111 Deleting an assigned password 112 Programming a telephone to log calls automatically 112

Using Voice mail 114

Customizing your telephone 115

Finding out what a button does using Button Inquiry 115 Making the display darker or lighter using Contrast adjustment

115

Changing the language on the display 116

English 116 French 116

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Spanish 116

Programming a feature code onto a memory button 116

Programming feature buttons 117 Erasing a feature button 117

Applying button cap labels 118

Types of button caps 119 Identifying the telephones 119 Norstar default button assignments 120 Rules of default button assignment 120

M7310 telephone button defaults 121

M7324 telephone button defaults 122

M7100 telephone button defaults 123

M7208 telephone button defaults 123 Moving line buttons 124 Changing the type of ring 125 Adjusting the Ring volume 125 Hiding the message or calls indication 125

Restoring the messages and calls indication 126

User Preferences 127

Using User Preferences 127

Changing button programming 128

Changing User Speed Dial 130

Changing Call Log options 131

Changing how calls are dialed 131

Changing the language used on the display 131

Making the display lighter or darker 132

Changing the telephone’s ring 132

Programming Hunt Groups 135

Adding or removing members from a group 136

Moving members of a group 138 Assigning or unassigning lines to a group 138 Setting the distribution mode 139 Setting the hunt delay 141 Programming busy line setting 142 Programming the queue time-out 143 Programming the overflow set 144 Setting the name 145

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Telephone features 147

Installing Norstar telephones 147 Naming a telephone or a line 149 Moving telephones 149 Stopping calls from ringing at your telephone using Do Not

Disturb (DND) 150

Stopping calls 150 Refusing to answer a call 150 Canceling Do Not Disturb 150 Using Do Not Disturb 150

Using Background Music 151

Turning Background Music off 151

ISDN PRI and BRI 153

ISDN PRI 153 ISDN PRI features 154

Network Name Display for PRI 154 Name and number blocking for PRI 155 Emergency 911 Dialing 155 2-way DID 155 Call by Call service selection for PRI 156 Dialing Plan and PRI 157

ISDN BRI 158

Line access from an ISDN terminal 159

ISDN BRI features 159

Network Name Display for BRI 159 Name and number blocking for BRI 160

Service provider features 160

Call Forward 160 Canceling Call Forward 161 Calling the number your calls are forwarded to 161 Automatic Call Back 161

Automatic Recall 161 ISDN BRI terminals 162 ISDN applications for BRI and PRI 162

Videoconferencing and video telephony 162

Desktop conferencing 162

File transfer 162

Telecommuting 162

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Using System features 165

Using alternate or scheduled services 165

Turning Services on and off 166

Turning Services on and off using feature codes 168

Using passwords 171

Using special telephones 174

Using Set lock 178 Changing Set Lock programming for a telephone 179 Using an auxiliary ringer 179

Using Host System dialing signals 180

Group 4 fax 163 Remote LAN access 163 Leased line backup 163 LAN to LAN bridging 163 Internet and database access 163

Preventing certain calls from being made 165 Making additional telephones ring 165 Changing the lines used by outgoing calls 165

An example of how to turn on a Service manually 167

Viewing the active Services from a two-line display telephone

169

Viewing the active Services from a one-line display telephone

169

Using a Basic password 172 Registration password 173 Changing passwords 173 Clearing a Call Log password 174

Direct-dial 174 Changing the direct-dial telephone assignments 175 Hotline 176 Bypassing a Hotline 176 Making a telephone a hotline telephone 177 Control telephone 178

Turning the auxiliary ringer for a telephone on or off 179

Link 180 Preventing a telephone from using Link 181 Pause 181 Long Tones 182 Programmed Release 183

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Run/Stop 183

Wait for Dial Tone 184

Using pulse dialing for a call 184 Using your Norstar system from an external location 184

Controlling access to your Norstar system 185

Direct inward system access (DISA) 185

Class of Service (COS) 186

Maintaining security 186

Accessing Norstar remotely over the public network 186 Tones 187 Using Class of Service (COS) passwords 187

Changing your Class of Service 188 Programming Automatic Time and Date 189

General System features 191

Set profile 191 Line profile 191 Pulse or tone dialing 191 Disconnect supervision 192 Hunt Groups 192 Internal numbers 192 Line assignment 192 Target line 193 Line pools 194 Overflow call routing 194 M7100 telephone 194

Memory buttons 195

One-line display 195

Prime line 196

Private lines 196

Volume bar 196

Wall mounting 197

Troubleshooting 199

Using the alarm telephone 199 Reporting and recording alarm codes 199 Testing the telephone 199

Testing the telephone display 200

Testing the telephone buttons 200

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Testing the speaker in the telephone handset 201 Testing the telephone headset 201 Testing the telephone speaker 201 Testing the power supply to a telephone 202

Common feature displays 203 Index 209

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Getting started with Norstar

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

Using this guide

The person who is responsible for adding or moving telephones or making changes to the system is called the system coordinator. This guide is designed to give the system coordinator all the information he or she needs to carry out these kinds of jobs.

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

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

Emergency 911 Dialing

Emergency 911 Dialing is the capability to access a public emergency response system by dialing the digits “9-1-1”.

Emergency 911 Dialing

State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary. Consult your local telecommunications service provider regarding compliance with applicable laws and regulations.

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

/ Getting started with Norstar

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

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

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

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

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

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

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

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Getting started with Norstar /

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

Norstar Programming Record

the

so that you have all the numbers

and codes handy once you start programming.

What you’ll need to do programming

Programming is done using a telephone that can show two lines of information on its display. Examples of telephones with twoline displays are shown on page 4.

You need a programming overlay to show which buttons to press when you are doing programming. See “The programming overlay” on page 6.

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.

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

/ Getting started with Norstar

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.

M7324 M7310

The next illustration numbers the buttons that are used for both day-to-day communication and programming on the M7310.

1 1

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Dial pad

Getting started with Norstar /

Used for dialing numbers when you are making calls. It’s also used for entering numbers and letters when you’re programming.

Display

Display buttons

Memory buttons

Dual memory buttons

Shift button

Feature button

Hold button

Release button

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.

Dial a number or feature code stored on the button.

Can store two numbers or feature codes (used with the shift button).

Press the shift button before a dual memory button to activate the second number or feature code stored on a dual memory 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.

The M7324 is different from the M7310 in two ways: it does not have dual memory buttons (item 5) or a shift button (item 6).

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

CHANGE

COPY

. In

this guide, display button instructions are underlined.

Display buttons

display button

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/ Getting started with Norstar

The programming overlay

When you begin programming, a group of buttons on the telephone become the buttons for moving through programming headings and settings. The programming overlay is a paper cutout (found at the back of this guide) that shows the directions the four buttons take you when programming.

Placing the programming overlay

Norstar Programming Overlay

Heading

Back Next

Show

Norstar Programming Overlay

Heading

Back Next

Shows you the heading for the current level

Moves you one item back at the current level

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Heading

Back Next

Show

Norstar Programming Overlay

Show

Shows you the first setting within the level Moves you one item forward at the current level

Getting started with Norstar /

Programming buttons are active or inactive at different stages of programming. A button is active (meaning you can use that

option), when the indicator next to it is lit (

or º).

A map for working in programming

The programming maps on the following two pages show the headings you’ll see when you move through the display menu after pressing the password (the default password is

¤‹ﬂ›ﬂ

ƒ••ÇØˆÏÈÌ

ÅÎ˜Èˆ

). The maps show you the choices under each

menu heading.

Another level of access is provided for special programming instances (the default password is

‡¤‡ﬁ°‡

SCPLUS).

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 171.

and entering

Terminals&Sets

Lines

Services

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

Terminals and sets - 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. You can change the button programming on any telephone on the system.

Lines - Program names for each line.

Services - 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.

/ Getting started with Norstar

Sys speed dial

Passwords

Time&Date

System prgrming

System speed dial - Program up to 70 different telephone numbers so that people in your office can dial them with a two-digit code.

Passwords - Change the password you use for programming, or erase a Call log password. On an XC system, you can also change the password for Companion portable telephone registration.

Time and date - Change the time, date, or both.

System programming - On an XC system, you can enable or disable registration for Companion portable telephones.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Getting started with Norstar /

Use prime line

(italic text) = instructions or descriptions

Legend:

Name (grey text) = appears only if needed to complete programming

Enter digits

“

(go to previous item)

number, or speed dial number

(black box) = items are in a list

(grey box) = enter an extension number, line

≠

(go to next level)

‘

(go to next item)

Fwd to

Fwd delay

Fwd no answer ˆ

Fwd on busy ˆ

DND on busy

Handsfree

Capabilities ˆ

Name

User prefernces ˆ

LIST

Show set:_ ˆ

press

Enter digits or

Fwd to

HF answerback

Restrictions ˆ

Intrnl#

Extrnl#

Paging

D-Dial

Hotline ˆ

Priority call

Page zone

Pickup grp

Telco features ˆ

Allow redirect

Aux. ringer

ATA ans timer

MsgIndicate

Redirect ring

ATA Settings ˆ

User speed dial

Call log opt’ns

Model

Button prgrming

Dialing opt’ns

Language

Display cntrst

Ring type

Set lock

Allow last no

Set restrns

Name

Show line:_ ˆLines

Allow saved no

1stDisplay

Allow link

Called ID

LIST

press

Enter digits or

–

(go to previous level)

Key to Navigation:

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

Terminals & Sets

10 / Getting started with Norstar

Log pswd

Sys Coord 23646

Registration

Portable DNs

Basic 22742

Status

Re-evaluation

Radios

Cell Assignment

Backgrnd music

On hold

Receiver volume

Cells

Camp timeout

Park timeout

Park Mode

Trnsfr callbk

Netwk callbk

Held reminder

Remind delay

Confrence tone

Directd pickup

Page Tone

Page Timeout

Auto Time&Date

Call log space

AlarmExtn

Extn relocation

Sched:Night

Sched:Evening

Sched:Lunch

Sched:Sched 4

Sched:Night

Sched:Evening

Sched:Lunch

Sched:Night

Sched:Evening

Ringing service ˆ

Restrn service ˆ

Routing service ˆ

Services

Sched:Sched 5

Sched:Sched 6

Sched:Sched 4

Sched:Sched 5

Sched:Sched 6

Sched:Lunch

Sched:Sched 4

Sched:Sched 5

Sched:Sched 6

add/change tel#

Use prime line

Display digits

Name

LIST

Speed dial #:_ ˆ

press

Enter digits or

Sys speed dial

LIST

Show set:_ ˆ

press

Enter digits or

Call Log pswds ˆ

Progrmng pswds

Passwords

Reg. pswd

Registration ˆ

Hour

Minutes

Year

Month

Time&Date

Name

Member DNs

Line assignment

Mode

Hunt Delay

Radio data ˆ

Day

Show Group

Hunt Groups ˆ

Featr Settings ˆ

Companion* ˆ

If Busy

Sys Prgrming

Q Timeout

Overﬂow

Business Name

*MICS-XC only

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Getting started with Norstar / 11

Starting and ending a session

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

Press

Jan 1 12:00pm

Feature:

Press

••ÇØˆÏÈÌ

pressing

. It’s the same as

••¤ﬂﬂ‹››

Password:

Terminals&Sets

ÅÎ˜Èˆ

Check the

is the password, unless the password has been changed.

Norstar Programming Record

RETRY

Press

ÅÎ˜Èˆ (¤‹ﬂ›ﬂ

to re-enter the password if it is entered wrong.

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

for the most recent password.

). Press RETRY

Ending a session

Display digits:Y

CHANGE

End of 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

Press ® to end the session.

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

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12 / Getting started with Norstar

You can see if the changes you have made to telephone programming have taken effect by pressing the UPDATE

display

key. The display shows you how many telephones have not been updated.

Press DNs

to see the specific extensions where programming changes have not taken effect yet. Items disappear from the list as they are updated.

Record any changes you make in the

Norstar Programming Record

If there is a problem with the system, the installer needs to see a history of the changes you have made. Remember to inform people in your office of any changes you have made that affect them. For example, you may change system speed dial codes or change the number of rings before an unanswered telephone is forwarded.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

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

Press

Jan 1 12:00pm

Feature:

Password:

RETRY

Press

••°›ﬂ‹

••ÊÈ˜‰

Press

¤¤‡›¤(ıÅÍÈÇ

¤‹ﬂ›ﬂ (ÅÎ˜Èˆ

(which is the same

) or

)

/ 13

The passwords can be changed. See “Using passwords” on page 171 for more information.

Entering letters and numbers using the dial pad

first press

fourth press

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

second press third press

14 / Frequently used programming operations

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

Hour:01

Press CHANGE.

NEXT CHANGE

Hour:___ CANCL

AM OK CHANGE

Hour:01

Press the dial pad 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

Press NEXT.

and OK to select p.m.

NEXT CHANGE

Minutes:00

Press CHANGE.

NEXT CHANGE

Minutes:___

Press the dial pad 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, 1998.

Minutes:30

Press NEXT.

NEXT CHANGE

Year:97

Press CHANGE.

NEXT CHANGE

Year:___

Press the dial pad buttons to enter the year.

CANCL

Year:98

Press NEXT.

NEXT CHANGE

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Frequently used programming operations / 15

Month:01 NEXT CHANGE

Month:___ CANCL

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

Month:07 NEXT CHANGE

Day:01 NEXT CHANGE

Day:___ CANCL

Day:15 CANCL

End of session

Press CHANGE.

Press the dial pad buttons to enter the month.

Press NEXT.

Press CHANGE.

Press the dial pad 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.

You can program your Norstar system with the Automatic Time and Date feature to automatically update the time and date. Whenever the clock is out of sync by more than two minutes, as a result of a power failure or a loss of power, the first incoming call updates the clock automatically after two rings.

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16 / Frequently used programming operations

Note: CLASS Trunks are required for this feature to work.

Consult your customer service representative to determine if you have CLASS Trunks.

This feature also allows the automatic changing between North American daylight savings and standard time. Your system uses the time and date information from the first incoming call after two rings to update to daylight savings or standard time.

The Automatic Time and Date feature automatically overrides any manually programmed changes to the time and date in your system.

Note: The year is not included with the time and date

information and must be programmed manually if the current year differs from the network time.

Programming Automatic Time and Date

You can program the Automatic Time and Date feature to enable your system to automatically update the time and date after a power failure, and to automatically change between daylight savings and standard time.

Press

Jan 1 12:00pm

Feature:

Password:

RETRY

The passwords can be changed. See “Using passwords” on page 171 for more information.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Press

••¤ﬂﬂ‹››

Press

‡¤‡ﬁ°‡

Terminals&Setsˆ

Sys prgrmingˆ

Change DNsˆ

Featr settingsˆ

Backgrnd music:

CHANGE

Frequently used programming operations / 17

Press

‘

prgrming.

Press

≠

Press

‘

Press

≠

Press

‘

AutoTime&Date.

until the display shows System

until the display shows

AutoTime&Date:

Press CHANGE to choose Y or N.

CHANGE

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 two-digit code.

To change a speed dial that already exists, follow the same steps. The new programming overwrites the previous number and settings.

Begin the programming session

Press

Jan 1 12:00pm

Feature:

Press

••¤ﬂﬂ‹››

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18 / Frequently used programming operations

Press

Password:

¤‹ﬂ›ﬂ

RETRY

Choose a speed dial code

Terminals&Setsˆ

Sys Speed Dialˆ

Speed dial #:___

Press

‘

≠

‚⁄

three times.

Press

LIST

You can pick any system speed dial code between 01 and 70.

Press

Speed dial #:01ˆ

≠

FIND

Add or change the telephone number

01:No number

Press CHANGE.

CHANGE

01:___ CANCL OK

01:nnnnnnnn__ CANCL BKSP OK

Use the dial pad 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

01:nnnnnnnn

‘

Press

CLR CHANGE

Use prime line

CHANGE

Stop pressing CHANGE when the display shows the prime line again.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

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.

Frequently used programming operations / 19

Use prime line

CHANGE

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.

In this example, the system selects the prime line automatically (the most common choice), to dial speed dial code 01.

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.

Press

Display digits:N

‘

CHANGE

Name:Sys Spd Di...

≠

Press

CHANGE

...al 01 ...

CHANGE

Name:___

Press the telephone’s numeric dial pad button that has the first letter of the name until the display shows the letter you want.

Name:S

This is the name the display shows if you don’t change it. Press CHANGE

Decide the name you want to give to the speed dial

-->

code.

Press -->.

BKSP -->

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20 / Frequently used programming operations

Name:S__ <-- BKSP -->

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

Name:SAVINGS BANK

Use the dial pad and --> until you have the entire name.

Press

‘

<-- BKSP -->

Name:SAVINGS BA...

Press ® to end your session.

CLR CHANGE

Or you can press number.

–

, then

‘

to program another speed dial

End of session

Changing the name of a telephone

Begin the programming session

Press

Jan 1 12:00pm

Feature:

Password:

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Press

RETRY

Change the name of a telephone

Press

Terminals&Setsˆ

Show set:___

LIST

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

≠

Enter the internal number (DN) of the telephone or voice mail extension. In this example, it’s 221.

Frequently used programming operations / 21

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

Press

221:221ˆ

≠

then

‘

FIND

Name:221

CHANGE

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

Name:___

Name:J

This is the name the display shows if you don’t change it. Press CHANGE

Press the telephone’s numeric dial pad button that

-->

has the first letter of the name until the display shows the letter you want.

Press -->.

BKSP -->

Name:J___ <-- BKSP -->

Name:JEAN B

Use the dial pad and --> until you have the entire name.

Press

‘

to use the name you have entered.

<-- BKSP -->

The name can be up to 7 characters long, including spaces.

Name:JEAN B

Press ® to end your session.

CLR CHANGE

You can press press

–

twice to return to the Terminals and Sets heading.

once to continue programming this telephone, or

End of session

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22 / Frequently used programming operations

Changing the name of a line

Begin the programming session

Press

Jan 1 12:00pm

Feature:

Password:

RETRY

Change the name of a line

Terminals&Setsˆ

Press

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Press ‘

Linesˆ

Show line:______

This is the name the display shows if you don’t change it.

Line002:Line002ˆ

Press ≠

Enter the three-digit number of the line you want to

LIST

name. In this example, it’s line 002.

Press

≠

FIND

Name:Line002

Press CHANGE.

CHANGE

Decide what name you want to give to the line.

Name:___

Name:L

Press the telephone’s numeric dial pad button that

-->

has the first letter of the name, until the display shows the letter you want.

Press -->.

BKSP -->

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Frequently used programming operations / 23

Name:L___ <-- BKSP -->

The name can be up to 7 characters long, including spaces.

Name:LOCAL

Use the dial pad and --> until you have the entire name.

Press

‘

to use the name you have entered.

<-- BKSP -->

Name:LOCAL

Press ® to end your session.

CLR CHANGE

You can press

–

twice to return to the Lines heading.

once to continue programming this line, or press

End of session

Making changes to Call Forward No Answer

Begin the programming session

Press

Jan 1 12:00pm

Feature:

Password:

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Press

RETRY

Change where a call goes when there is no answer

Press

Terminals&Setsˆ

Show set:___

LIST

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

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≠

Enter the internal number (DN) of the telephone or voice mail extension. In this example, it’s 225.

24 / Frequently used programming operations

Press

225:225

≠

FIND

Press

≠

Capabilitiesˆ

Fwd no answerˆ

Fwd to:None

CHANGE

Press CHANGE and enter the internal number where you want the calls to be sent. In this example, it’s

221.

Fwd to:221 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:221

‘

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 telephone, or press heading.

–

to continue programming capabilities for this

four times to return to the Terminals and Sets

End of session

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Frequently used programming operations / 25

Tip -

If the Norstar set is a member of a Hunt Group, the Call Forward no answer feature is overridden and the Hunt Group call continues to ring until the hunt time has expired. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

Making changes to Call Forward on Busy

Begin the programming session

Press

Jan 1 12:00pm

Feature:

Password:

Press

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

RETRY

Change where a call goes when a telephone is busy

Press

Terminals&Setsˆ

≠

Show set:___

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

225:225

Enter the internal number (intercom number) of the

LIST

telephone extension. In this example, it’s 225.

Press

≠

FIND

Press

≠

‘

Capabilitiesˆ

Fwd no answerˆ

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26 / Frequently used programming operations

Press

Fwd on busy. . .

≠

Fwd to:None

CHANGE

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

Fwd to:221

Press CHANGE and enter the internal number where

you want the calls to be sent. In this example, it’s 221.

Press ® to end your session.

CLR CHANGE

You can press telephone, or press heading.

‘

–

to continue programming capabilities for this

three times to return to the Terminals and Sets

End of session

Tip -

If the Norstar set is a member of a Hunt Group, the Call Forward on busy feature is overridden and the Hunt Group call continues to ring until the hunt time has expired. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

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

Press

Jan 1 12:00pm

Feature:

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Press

••¤ﬂﬂ‹››

Password:

Press

RETRY

Change Do Not Disturb on Busy

Terminals&Setsˆ

Frequently used programming operations / 27

¤‹ﬂ›ﬂ

Press

≠

Show set:___

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

225:225

Enter the internal number (intercom number) of the

LIST

telephone extension. In this example, it’s 225.

Press

≠

FIND

Capabilitiesˆ

Fwd no answerˆ

DND on Busy:N

≠

Press

‘

Press CHANGE to turn the feature on.

twice.

Press

CHANGE

DND on Busy:Y

CHANGE

You can press telephone, or press heading.

‘

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

to continue programming capabilities for this

–

three times to return to the Terminals and Sets

End of session

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28 / Frequently used programming operations

Tip -

If the Norstar set is a member of a Hunt Group and the set activates this feature, the set does not receive notification of incoming Hunt Group calls while on a call. The DND on busy feature overrides the Hunt Group. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

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

83.

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 88.

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, and changing the time and date.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

See “Picking up a call ringing at another telephone” on page 37.

See “Paging” on page 95.

telephones ring” on page 165. See “Using passwords” on page

171.

Answering calls

Answering incoming calls with Hunt Groups

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

• the members for a Hunt Group

• member position within a Hunt Group

• how calls are distributed

• how long a call spends looking for available members

• what happens if all members are busy

For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

Answering an incoming call

There are three indications of an incoming call: ringing, a line button flashing, and a message on the display. You do not necessarily receive all three indications for any particular call. For example, you may have a line that has been set up not to ring at your telephone. If so, you see only a flashing line button. There are many possible combinations, depending on how your system is set up. See “Choosing a line using a line button” on page 55 for more information on the use of lines.

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

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Line buttons

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

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

between two calls, one active and one on hold.

What line indicators mean

Flashing on and off for

equal lengths of time

There is an incoming call on the line.

to switch

Flashing on and off more

quickly Flashing on for longer

than off On, not flashing You are connected to the call on that

Off The line is free.

You have placed a call on hold.

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

line or the line is in use elsewhere.

Rings you may hear

A double beep every ten seconds

A long single ring There is an external call on the line for you. A shorter double ring There is an internal call on the line for you or

A 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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Answering calls / 31

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 attendant’s telephone. The installer or customer service representative programs a prime telephone for a line.

Displays

DND from 221

The person at telephone 221 has forwarded a call to you using Do Not Disturb.

DND transfer

DRT Line001

Line001 callback

CALLBACK

Line001 to prime

Line002>Line052

For other displays, see “Common feature displays” on page 203.

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

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

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

Using a central answering position (CAP) module

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

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M7324 telephone

CAP module

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

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

Customizing your CAP module

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

ƒ•°⁄

. See “Moving line buttons” on page 124.

Any of the buttons on your CAP module that do not select lines can be programmed to dial internal or external numbers automatically. You can program features onto CAP module buttons. See “Time savers for making calls” on page 63 and “Customizing your telephone” on page 115 for information on programming memory buttons.

Buttons on a CAP module cannot be assigned as answer buttons.

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Answering calls / 33

Monitoring telephones with the CAP module

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

The indicator is on when the telephone has:

• an active call

• Do Not Disturb turned on

The indicator is off when a telephone has:

• no active call

• a call on hold and no other active call

Tip -

You can send up to 30 messages from a CAP.

Release button

Pressing down.

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

ends a call. You do not have to put the receiver

also ends feature programming.

to end a feature you

Hearing aid compatibility

The receivers on all Norstar telephones are compatible with hearing aids as defined in the FCC rules, Part 68, section

68.316. Not all hearing aids are optimized for use with a telephone.

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Viewing information about a call on the display

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

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

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

ƒ°⁄⁄

line name.

To use logging features with Call Display, see “Using Call Log” on page 107.

, you see only the line number or

Using Call Information for a particular call

ƒ°⁄⁄

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’s name, telephone number, and the line name. For an internal call, you can display the caller’s name and their internal number. 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.

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Answering calls / 35

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.

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

ƒ°⁄⁄

to display more information about an

external call.

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

ƒ°⁄⁄

, you see only the line number or

line name.

Displaying Call Information for a call on hold

1. Press

ƒ°⁄⁄

. The display reads 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 still need to press

ƒ°⁄⁄

display more information about the call.

before you can press

VIEW

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Making Call Display information appear automatically at a telephone

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

This feature is not available to ISDN terminals.

Changing which 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, and the name of the line in your Norstar system that the call is on. For each telephone, you can determine which information is displayed first.

You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

5. Press

6. Press

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

≠ ‘ ≠

. four times. .

button.

The choices are Name, Numbr or Line.

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Answering calls / 37

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.

Picking up a call ringing at another telephone

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

Answering any ringing telephone using Directed Pickup

ƒ‡ﬂ

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

1. Press

ƒ‡ﬂ

2. Enter the internal number of the ringing telephone.

Call Pickup cannot be used to answer private lines.

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.

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.

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Answering any ringing telephone using Group Pickup

ƒ‡ﬁ

Your Norstar system can be divided into nine 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

ƒ‡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.

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 Norstar set in that call pickup group. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

Changing a telephone’s pickup group

Telephones can be put into and taken out of pickup groups. You need the programming template found at the front of this

guide. See “Getting started with Norstar” on page 1 for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

≠

twice.

Answering calls / 39

5. Press

‘

five times.

6. Press CHANGE at Pickup grp: to assign the telephone to pickup group 1, 2, 3, or 4, 5, 6, 7, 8, 9, or to None.

Displays

Already joined

Pickup denied

Pickup:

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.

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

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

Trunk Answer

ƒ°‚‚

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.

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40 / Answering calls

Answering a call using Trunk Answer

Press

ƒ°‚‚

Tip -

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

Displays

Line denied

If there is more than one incoming call on lines in a

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

Pickup denied

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

Answer buttons

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

Answer buttons are useful for attendants who monitor incoming calls for one or several other people. For example, a secretary may have appearances for three different bosses on her answer buttons. Once a call for boss A is answered by the secretary, the appearance stops at that boss’ set. This allows for another (simultaneous) call to come in on the same line. The same is true for boss B and boss C. When incoming call traffic becomes high, the calls can then be routed to a Hunt Group to optimize call handling. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

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

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Answering calls / 41

See the Norstar Modular ICS 4.0 Installer Guide for more information.

M7100N telephones and ISDN terminals cannot be assigned Answer buttons to monitor other sets, but they can be monitored.

You cannot make calls using Answer buttons.

If more than one call is ringing at someone’s telephone, the first call appears on the attendant’s Answer button. Any subsequent calls appear on intercom buttons, if they are available.

Tip -

More than one attendant may have an Answer button for a single telephone. This allows two or more attendants to handle calls for a busy person.

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

Creating a Conference Call

ƒ‹

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 (this is

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

1. Make a second call.

2. Press

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ƒ‹

automatic on the M7100 telephone).

ƒ‹

42 / Answering calls

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.

Tip -

You can create a conference by releasing privacy

on a call. See “Turning Privacy on or off for a call” on page

49.

Disconnecting one party

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

On an M7208, M7310 or M7324 telephone:

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

. The call is disconnected.

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

On an M7100 telephone:

1. Press

ƒ£‹

, to place one caller on hold. Press

again, to put the caller you want to keep on

hold.

2. Press

3. Press

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

. The call is disconnected.

to speak to the remaining party.

Answering calls / 43

Independently holding two calls

For all Norstar telephones except the M7100 telephone, 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

. The second person is put on hold.

You can re-establish the conference.

1. Take one call off hold.

2. Press

ƒ‹

3. Take the other call off hold.

Putting a conference on hold

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

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

Splitting a conference

You can talk with one person while the other person is on hold. On an M7208, M7310 or M7324 telephone

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

On an M7100 telephone:

1. Press

2. Press

ƒ£‹ ˙

, if necessary, to switch parties.

. The first party is on hold.

You can re-establish the conference.

1. Press

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ƒ‹

44 / Answering calls

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

Removing yourself from a conference

ƒ‡‚

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

Enter the Transfer feature code

ƒ‡‚

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 be disconnected.

Displays

3 parties only

Conf. on hold

Conference busy

Line001 221

TRANSFER

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 number of 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 TRANSFER feature code.

or entering the Transfer

Press held line

For other displays, see “Common feature displays” on page 203.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

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.

Answering calls / 45

Listening to a call as a group

ƒ°‚¤

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

You hear the caller’s voice through your telephone’s speaker. Continue to speak to the caller through the telephone receiver. Your telephone’s microphone 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 receiver away from the speaker, or you may hear feedback. The higher the volume, the more the feedback. Press up.

ƒ°‚¤

ƒ£°‚¤

to prevent feedback when hanging

Using Handsfree/Mute

The ability to use Handsfree must be turned on or off for each telephone. The type of Handsfree can be changed. See “Changing Handsfree for a telephone” on page 47.

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

Answering calls without lifting the receiver

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

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46 / Answering calls

2. Press

. The telephone’s internal microphone

and speaker are automatically turned on.

Handsfree is not available for an M7100 telephone.

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.

Making calls without lifting the receiver

1. Press

. (If you don’t have a prime line assigned to your telephone, press a line button.) The telephone’s internal microphone and speaker are automatically turned on.

2. Dial your call.

3. Speak normally.

Muting Handsfree

1. Press

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

to turn the microphone back on again and

continue your handsfree call.

Changing a regular call to handsfree

1. Press

2. Hang up the receiver.

Changing a handsfree to a regular call

Lift the receiver.

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Answering calls / 47

Using Handsfree

The indicator next to

is solid when you have Handsfree turned on. It flashes when you mute the microphone.

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

To prevent a possible echo, keep the area around your telephone free of paper and other objects that might screen your microphone. Turning down the microphone’s volume (press the left end of

√

while speaking) prevents echoes. When you change the volume level, both the microphone and speaker volume are adjusted to prevent feedback problems.

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

Changing Handsfree for a telephone

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

You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information.

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48 / Answering calls

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

5. Press

6. Choose a setting at Handsfree: using the CHANGE

≠ ‘

twice. three times.

button.

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

Handsfree:None

CHANGE

Handsfree:Auto

CHANGE

Handsfree is not available to the telephone.

You can make or answer a call without having to pick up the receiver or press

microphone and speaker turn on automatically when you press a line or intercom button to make or answer a call.

. The telephone’s internal

Handsfree:Std

CHANGE

For other displays, see “Common feature displays” on page 203.

A standard version of Handsfree described “Using Handsfree/Mute” on page 45.

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

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

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Answering calls / 49

Handsfree Answerback

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

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

You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

5. Press

≠ ‘

twice. four times.

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

CHANGE

button.

Turning Privacy on or off for a call

ƒ°‹

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.

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

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

ƒ°‹

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

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

Making a call private

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

Press

ƒ°‹

Checking call length using Call Duration Timer

ƒ‡‡

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

Displays

221 02:47

ƒ‡‡

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

, you can see how long you

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Answering calls / 51

Line001 01:45

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 receiver back into the telephone cradle while answering a call, you can quickly retrieve the call.

Pick up the receiver again or press

within one

second to be reconnected to your call.

Time

Press

ƒ°‚‹

while you are on a call.

to display the current date and time

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52 / Answering calls

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Making calls

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

• Pick up the receiver and dial. The Norstar system supports three methods of dialing. See “Changing how you dial your calls” on page 57.

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

• Press

and dial (to talk without using the

receiver). See “Using Handsfree/Mute” on page 45.

• Press

, press a line button, and dial (to talk without the receiver and if the call is not on your prime line).

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

• Use one of the features that make dialing easier. See “Time savers for making calls” on page 63.

Displays

221 busy PRIORITY LATER

9__ QUIT BKSP

95551234

TRANSFER

The telephone you have called has no internal lines available. Press the Ring Again or Message features or press

PRIORITY

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

√

complete, select a line or lift the receiver. This prompt remains on your display as long

as you are on a call you have dialed. To transfer the call, press TRANSFER

to make a priority call.

or BKSP

. When the number is

LATER to use

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54 / Making calls

Already joined

Calling 221 PRIORITY LATER

Can't ring again

Do not disturb PRIORITY LATER

Expensive route

Hidden number

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

Wait for the telephone to be answered. If no one answers, press LATER Again (page 60) or Message (page 98) feature, or press PRIORITY call.

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 Ring Again or Messages features, or press

PRIORITY

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.

to make a priority call.

to use the Ring to make a priority

to use the

Line denied

Line001

TRANSFER

No last number

No line selected

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

Enter the digits of the number you want to dial.

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.

Making calls / 55

Not in service

On another call

LATER

Restricted call

Ring Again? YES NO EXIT

Select a line

Send message? YES NO

For other displays, see “Common feature displays” on page 203.

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

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

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

Press YES to use Ring Again. Press NO to send a message. See “Sending messages” on page 98 and “Turning on Ring Again” on page 61.

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.

to use the Ring Again or

Choosing a line using a line button

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

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

to switch

between two calls, one active and one on hold.

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.

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56 / Making calls

The Norstar Modular ICS system can have 15 line pools, and a telephone can be programmed to access any number of them.

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

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

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

Using a line pool to make a call

ƒﬂ›

1. Press

ƒﬂ›

2. Enter a line pool access code. If you have a free internal line, you can make a call using a line

pool without entering the feature code first.

1. Select an internal line (intercom).

2. Dial the line pool access code.

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 60.

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.

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Making calls / 57

The programmed line pool button accesses a specific line pool, not the line pool feature. See “Programming feature buttons” on page 117 for more information.

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

Making calls from an ISDN terminal

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

Changing how you dial your calls

ƒ•°¤

1. Press

2. Press £ or NEXT

3. Press

ƒ•°¤

until the dialing mode you want appears.

or OK to select the displayed dialing

mode.

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

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 receiver or press

You cannot use Standard dial on an M7100 telephone unless you pick up the receiver first. If you have an M7100 telephone, use the Automatic dial or Pre-dial feature for on-hook dialing.

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58 / Making calls

Using Automatic dial

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

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

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

Using Pre-dial

Pre-dial allows you to enter a telephone number, check it, then change it before actually making the call. The call is not dialed until you select a line or line pool, or pick up the receiver. 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.

ƒ°ﬁ

). This does not affect

When the internal number you have called is busy

Priority Call

ƒﬂ·

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.

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Making calls / 59

Tip -

Priority calls cannot be made to Hunt Group DNs. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

Making a priority call

1. Press

ƒﬂ·

2. Wait for a connection, then speak. A person who receives a priority call while on another call has

eight seconds to accept or block the call. For information on blocking calls see “Stopping calls” on page 150. 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

You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

5. Press

≠

‘

twice.

nine times. The display shows Priority

call:.

6. Press CHANGE

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to choose Y (Yes) or N (No)

60 / Making calls

Displays

Call blocked

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

Please wait

Priority denied

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

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

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

221 busy PRIORITY LATER

Calling 221 PRIORITY LATER

Do not disturb PRIORITY LATER

On another call PRIORITY LATER

Using Ring Again

ƒ¤

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.

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Making calls / 61

Tip -

The Ring Again feature cannot be used when calling a Hunt Group DN. For more information on Hunt Groups see “Programming Hunt Groups” on page 135

Turning on Ring Again

ƒ¤

Press

ƒ¤

before you hang up.

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

Canceling Ring Again

ƒ£¤

Press

ƒ£¤

to cancel a Ring Again request.

Displays

Can't ring again

Ring Again? YES NO EXIT

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

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.

62 / Making calls

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

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 or Handsfree/Mute cannot be used as autodial buttons.

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

Adding an autodial button

ƒ•⁄

ƒ•¤

1. Press

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

When programming Autodial you can use:

• Last Number Redial

• Saved Number Redial

• destination codes (choose

• host system signalling

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

∆

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

ƒ•⁄

ƒ•¤

dialing it.

and enter a line pool access code.

to program an external number or

for an internal number.

∆

as the line)

64 / Time savers for making calls

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

For the M7100 telephone, 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).

Using intercom as the line for Autodial

If you press

∆

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

Continue to enter digits until the number is complete. Press erase an incorrect digit. Press

when you are finished.

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

√

or BKSP

Button erased

Enter digits QUIT OK

Intercom #: ___ QUIT

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While programming external Autodial, you erased the button by pressing

OK before entering any digits.

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

Enter the internal telephone number you want to program.

Time savers for making calls / 65

Invalid number

Press a button QUIT

Program and HOLD

Program and OK QUIT OK

Programmed

For other displays, see “Common feature displays” on page 203.

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

Press the memory button you want to program.

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

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

Using Last Number Redial

or OK

ƒﬁ

. You

Press

ƒﬁ

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 (

ƒ•‚

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

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

), then

66 / Time savers for making calls

Preventing a telephone from using Last Number Redial

Last Number Redial can be restricted at individual telephones. You need the programming template found at the front of this

guide. See “A map for working in programming” on page 7 for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

5. Press

≠ ‘

. three times. The display shows

Restrictions.

6. Press

7. Press

8. Press CHANGE

Displays

Hidden number

No last number

≠ ‘

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

twice. . The display shows Allow last 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 / 67

Using Speed Dial

Norstar provides two types of speed dialing: system and personal. System Speed Dial programming allows you to assign two-digit speed dial codes to the external numbers your co-workers call most frequently. Personal or 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.

Making a speed dial call

ƒ‚

1. Press

ƒ‚

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

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

Changing and adding System Speed Dials

System Speed Dial codes are numbered from 01 to 70. The system coordinator assigns numbers to System Speed Dial codes for the entire system. See “Adding or changing a system speed dial” on page 17.

Tip -

There is no difference between using User Speed Dial and using System Speed Dial. They differ only in how you program them.

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68 / Time savers for making calls

Adding or changing User Speed Dial

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

ƒ•›

1. Press

ƒ•›

2. Enter a two-digit code from 71 to 94 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

∆

and enter a line pool access code. For the M7100 telephone, you can select only a line pool.

4. Enter the number you want to program.

5. Press

Displays

01:9___ CANCL BKSP OK

Enter digits QUIT OK

Invalid code

or OK

Continue entering the number you want to program. You can change the number by pressing BKSP finished, press

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

You have entered a code outside the code range (01-70 for system, 71-94 for personal).

or OK

√

. When you are

or OK

No number stored

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

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

Time savers for making calls / 69

Program and HOLD

Program and OK QUIT OK

Select a line

Unknown number

For other displays, see “Common feature displays” on page 203.

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

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.

Using Saved Number Redial

ƒﬂ‡

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

Tip -

You can copy a number onto an autodial button

using Saved Number Redial.

Saving a number

Press

ƒﬂ‡

while you are on the call.

Saved Number Redial records a maximum of 24 digits.

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70 / Time savers for making calls

Dialing a saved number

Press

ƒﬂ‡

when you are not on a call.

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

ƒ•‚

) to check the last

number before you dial it.

Preventing a telephone from using Saved Number Redial

Saved Number Redial can be restricted at individual telephones.

You need the programming template found at the front of this guide. See “A map for working in programming” on page 7 for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

3. Press

≠

and enter the internal number of the

telephone you want to program.

4. Press

5. Press

≠ ‘

. three times. The display shows

Restrictions.

6. Press

7. Press

≠ ‘

twice. twice. The display shows Allow saved

no:.

7. Press CHANGE

Displays

Hidden number

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

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

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Time savers for making calls / 71

No number saved

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

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72 / Time savers for making calls

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Handling many calls at once

Using Hold

You can temporarily suspend a call by pressing

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

On the M7100 telephone,

alternates between two lines; one active, one on hold. The M7100 telephone cannot retrieve a call placed on hold by another telephone.

Tip -

Answered Hunt Group calls can be placed on hold at the answering Norstar set. For more information on Hunt Groups see “Programming Hunt Groups” on page

135.

Retrieving a held call

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

Holding automatically

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

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

Listening on hold

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

1. Press

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74 / Handling many calls at once

2. Hang up the receiver.

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

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

Tip -

If Automatic Handsfree has been assigned to your telephone, you can use the Handsfree/Mute feature instead of Listen on Hold.

Holding a call exclusively

ƒ‡·

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

Press

ƒ‡·

ƒ˙

. The line appears busy on all other telephones, and the call cannot be picked up by anyone else in the office.

Displays

On hold: LINENAM

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

Using Call Queuing

ƒ°‚⁄

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

ƒ°‚⁄

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

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Transferring calls

Using the transfer feature

ƒ‡‚

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

Transferring a call

1. Press

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

3. If you want to talk to the person to whom you are

ƒ‡‚

transferring the call, wait for them to answer, and speak to them before proceeding.

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

or JOIN.

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

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

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

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide

∆

and enter a line pool access code.

76 / Transferring calls

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

Transferring external calls

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

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

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

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

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

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

Canceling a transfer

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

1. Press

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

ƒ£‡‚

or CANCL

Transferring calls / 77

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

Displays

221>222 CANCL RETRY JOIN

221 no reply

CALLBACK

Do not disturb CANCL RETRY JOIN

Invalid number CANCL RETRY

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

or JOIN

The person to whom you tried to transfer a call did not answer. Press CALLBACK flashing line button to reconnect to the call. On the M7100 telephone, lift the receiver.

The person to whom you tried to transfer a call has Do Not Disturb active on their telephone. Press JOIN anyway. Press RETRY someone else. Press CANCL line button to reconnect to the call (on the M7100 telephone, press

ƒ£‡‚

You entered an invalid internal number. Press RETRY

to transfer the call.

to transfer the call

to transfer the call to

and enter the number again.

if you decide

or the

or the flashing

Line001 hung up

Line001>221 CANCL RETRY JOIN

Not in service CANCL RETRY

Restricted call CANCL RETRY

Still in trnsfer CANCL RETRY

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The external caller you were transferring hung up before the transfer was complete.

Press JOIN to transfer the call on line 001 to telephone 221. Press RETRY the person at extension 221, you decide to transfer the call to someone else.

The telephone to which you are trying to transfer a call is out of service.

You cannot transfer the call because of telephone or line restrictions.

Complete the transfer in progress before you access a new feature, answer another alerting call or select an outgoing line.

if, after talking to

78 / Transferring calls

Transfer denied CANCL RETRY

Transfer to:2___ CANCL RETRY

For other displays, see “Common feature displays” on page 203.

Your transfer cannot be completed for one of these reasons:

• All the resources needed to perform a transfer are in use. Try again later.

• You have tried to transfer an external call to another external party. Some restrictions apply.

• You cannot transfer your conference call.

Press RETRY if you entered the wrong internal number or if the person to whom you are transferring the call is unavailable.

Using Camp-on

ƒ°¤

You can transfer an external call to another telephone, even if all of its lines are busy.

1. Press

2. Dial the number of the telephone you want to camp the call

ƒ°¤

to.

Camped calls appear on a line button on the receiving telephone, if one is available. If there is no line button available, you receive a message on the display and hear Camp tones.

Each Norstar telephone can handle only one camped call at a time.

Displays

221 Camp max

CALLBACK

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You tried to camp a call to a telephone that already has a camped call. The call has come back to you. Press the CALLBACK or the line button to reconnect to the call. On the M7100 telephone, just pick up the receiver.

button

Transferring calls / 79

221 DND

CALLBACK

Camp denied

Camp to: CANCL

Camped: 221

CALLBACK

Line001 hung up

Not in service

CALLBACK

The person to whom you redirected a call has Do Not Disturb active on the telephone. The call has come back to you. Press the

CALLBACK

reconnect to the call. On the M7100 telephone, just pick up the receiver.

You have tried to camp an internal call. You can only camp external calls.

Dial the number of the internal telephone to which the call is sent.

The telephone to which you camped a call did not answer the call. The call has come back to you. Press CALLBACK button to reconnect to the call. On the M7100 telephone, just pick up the receiver.

A call you camped has come back to you, but the caller hung up before you could reconnect.

The telephone to which you have camped a call is out of service or is being used for programming. The call has come back to you. Press CALLBACK reconnect to the call. On the M7100 telephone, just pick up the receiver.

button or the line button to

or the line

or the line button to

Release a call

For other displays, see “Common feature displays” on page 203.

The line that the camped call is on is in use or that line does not appear at your telephone. Release the line or release an internal line.

Parking a call

ƒ‡›

You can suspend a call so that it can be retrieved from any telephone in your system.

1. Press

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ƒ‡›

80 / Transferring calls

2. Use the Page feature (

ƒﬂ‚

) or press PAGE to

announce the retrieval code displayed by your telephone.

Retrieving a parked call

1. Select an internal line. (On the M7100 telephone, pick up the receiver.)

2. Dial the Call Park retrieval code.

Using Call Park

When you park a call, the system assigns one of 25 codes for the retrieval of the call. These codes consist of the Call Park prefix, which may be any digit from 1 to 9, and a two-digit call number between 01 and 25. For example, if the Call Park prefix is 1, the first parked call is assigned Call Park retrieval code 101.

The Norstar system assigns Call Park codes in sequence, from the lowest to the highest, until all the codes are used. This round-robin approach means that a greater variety of codes are used, which makes it easier for a call to reach the right person when more than one incoming call is parked.

The highest call number (the Call Park prefix followed by 25) is used only by analog telephones or devices connected to the system using an analog terminal adapter (ATA) or an Analog Station Module (ASM). Analog telephones or devices cannot use the other Call Park codes.

Your installer or customer service representative programs both the Call Park prefix and the delay before parked calls are returned to the originating telephone. External calls parked for longer than the programmed delay are returned to your telephone.

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Transferring calls / 81

Tip -

Answered Hunt Group calls are parked in the same manner as other calls. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

Call Park can be disabled by your installer or customer service representative.

Displays

Already parked

The person you were talking to has already parked your call. You cannot park the same call.

No call to park

Invalid number

No call on: 101

Park denied

Parked on: 402

PAGE EXIT

Parking full

For other displays, see “Common feature displays” on page 203.

You have attempted to use Call Park with no active call on your telephone. If the call you want to park is on hold, reconnect to it before you park it.

You have entered an invalid retrieval code.

There was no call on the retrieval code you entered.

You have tried to park a conference call. Split the conference and park the calls separately. The person who retrieves the calls can reconnect the conference.

Record the code shown. Use Page (

ƒﬂ‚

the call and its retrieval code. All available retrieval codes are in use.

Transfer the call or take a message instead.

) or press PAGE

to announce

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82 / Transferring calls

Using Callback

When you direct a call you have answered to another telephone, the system monitors the call to make sure it is answered. If no one answers the call within a set length of time, the system directs it back to you.

Callback generates a variety of displays. Most occur after a set delay and are listed in the index. Some occur immediately if the telephone to which you are directing a call is out of service or otherwise unavailable. These are listed with the descriptions of the specific features such as Transfer or Camp-on.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Forwarding your calls

Forwarding your calls to another Norstar telephone

ƒ›

Press

ƒ›

telephone to which you want your calls forwarded.

Use Line Redirection to forward calls outside the system. Line redirection takes precedence over Call Forward.

Canceling Call Forward

Press

ƒ£›

Using Call Forward at your telephone

When you use you select, regardless of how Forward on busy and Forward no answer are programmed.

Tip -

If your Norstar set is a member of a Hunt Group, the Call Forward all calls setting is overridden by the Hunt Group routing for Hunt Group calls. For more information on Hunt Groups see “Programming Hunt Groups” on page

135.

and enter the number of the internal

ƒ›

, all calls go to the destination

If the telephone to which you forwarded your calls does not have the same external lines as your telephone, the forwarded calls appear on intercom buttons.

If a call is forwarded, it does not ring but the line indicator flashes on your telephone. You can answer the call by pressing the button next to the flashing indicator.

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84 / Forwarding your calls

Tip -

If you are one of a group of people who regularly forward their calls to one another, be aware that it is possible to set up forward loops where a call is forwarded from one telephone to another in a circle, and is never answered anywhere.

Overriding Call Forward

If you call someone who has their calls forwarded to you, your call rings at that person’s telephone even though they are forwarding their calls to you.

Changing the automatic Call Forward settings for a telephone

Call forwarding occurs automatically when a call is not answered or the line is busy. These automatic options are changed in programming.

For step-by-step instructions, see “Change where a call goes when there is no answer” on page 23.

Changing Forward no answer

Forward no answer redirects unanswered calls to another telephone on your Norstar system.

Tip -

Line Redirection takes precedence over Forward no answer.

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Forwarding your calls / 85

For step-by-step instructions for changing Forward no answer see “Change where a call goes when there is no answer” on page 23.

Changing the delay before a call is forwarded

You can assign the number of times that the incoming call rings at your telephone before the call is forwarded. To estimate the delay time in seconds, multiply the number of rings by six.

For step-by-step instructions, see “Change the number of times the telephone rings before it is forwarded” on page 24.

Forward on busy

Forward on busy redirects your calls to another telephone on your Norstar system when you are busy on a call, or when you have Do Not Disturb activated at your telephone. For step-bystep instructions, see “Making changes to Call Forward on Busy” on page 25.

Line Redirection takes precedence over Forward on busy. Calls that are redirected by Line Redirection are not affected by any Call Forward features or Call Forward programming.

Telephones that have Forward on busy active can receive priority calls. If you are busy on a target line call, another call to that target line is redirected to the prime telephone for that target line.

Tip -

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86 / Forwarding your calls

DND on Busy

When you are busy on a call and a second call comes in, your telephone rings softly to alert you to the second call. If you find this second ring distracting, you can have the system prevent a second call from disturbing you by assigning Do Not Disturb (DND) on Busy to your extension.

When DND on Busy is turned on for the set, internal and private network callers hear a busy tone instead of ringing when you are on the telephone. External callers are transferred to the prime set used in your system. For step-by-step instructions, see “Making Changes to Do Not Disturb on Busy” on page 26.

If you use DND on Busy, the line indicator for an external incoming call flashes, but your telephone does not ring.

Forward on busy takes priority over DND on Busy.

If an external call uses a target line, the call is processed according to the programming of the target line. If the target line is busy, the caller may hear a busy tone or be routed to the prime set for the target line regardless of the DND on Busy programming for the telephone.

Tip -

If a Norstar set is a member of a Hunt Group and the set activates this feature, the set does not receive notification of incoming Hunt Group calls while on a call. The DND on busy feature overrides the Hunt Group. For more information on Hunt Groups see “Programming Hunt Groups” on page 135.

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Forwarding your calls / 87

Call Forward and Voice Mail

If you want a voice mail system to pick up unanswered calls automatically

• use the internal number of your voice mail as the destination when you program Forward no Answer and Forward on busy

• make the ring delay greater than the delay used by your voice mail system, if your voice messaging system or service automatically retrieves calls

Displays

Forward denied

There are several reasons why you may get this message. For instance, you cannot forward your calls to a telephone that has been forwarded to your telephone.

Forward>221

CANCL

Not in service

For other displays, see “Common feature displays” on page 203.

Your calls are being forwarded to telephone

221.

Two or more telephones are linked in a forwarding chain, and one of them is out of service or is being used for programming.

Line Redirection

Line Redirection allows you to send your external calls to a telephone outside the office. You may choose to redirect all your external lines or only some of them.

Line Redirection takes precedence over the Call Forward feature. If both features are active on a set, incoming external calls on redirected lines are routed to the specified Selective Line Redirection (SLR) external destination. Incoming internal calls are forwarded to the specified Call Forward destination.

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88 / Forwarding your calls

You cannot use the Line Redirection feature on either an M7100 telephone or a telephone connected to an ATA.

Turning on Line Redirection

ƒ°›

1. Press

ƒ°›

2. Select the outgoing line to be used for redirected calls.

3. Enter the number to which calls are redirected (the ways you can do this are listed below).

4. Select the lines to be redirected.

Enter the telephone number to which you want to redirect calls, using one of the following methods:

• Press an external autodial button.

• Enter an external telephone number (using no more than 24 digits) then press

• Press

or OK if the line you have chosen as the

or OK

outgoing line is a private network line that does not require you to dial digits.

If you use ALL

to redirect all your lines, it is important that you wait until all the lines on your telephone light up before pressing

. If you press

or OK

or OK before all the lines light up, those lines not lit are not redirected.

Modular ICS 4.0 System Coordinator Guide P0881591 Issue 01

Nortel Networks Modular ICS 4.0 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Answering calls

Answering incoming calls with Hunt Groups

Answering an incoming call

Line buttons

What line indicators mean

Rings you may hear

Answering calls at a prime telephone

Using a central answering position (CAP) module

Customizing your CAP module

Monitoring telephones with the CAP module

Release button

Hearing aid compatibility

Viewing information about a call on the display

Using Call Information for a particular call

Displaying Call Information before or after answering

Displaying Call Information for a call on hold

Making Call Display information appear automatically at a telephone

Changing which information is shown first about a call

Picking up a call ringing at another telephone

Answering any ringing telephone using Directed Pickup

Answering any ringing telephone using Group Pickup

Changing a telephone’s pickup group

Trunk Answer

Answering a call using Trunk Answer

Answer buttons

Creating a Conference Call

Disconnecting one party

Independently holding two calls

Putting a conference on hold

Splitting a conference

Removing yourself from a conference

Listening to a call as a group

Canceling Group Listening

Using Handsfree/Mute

Answering calls without lifting the receiver

Making calls without lifting the receiver

Muting Handsfree

Changing a regular call to handsfree

Changing a handsfree to a regular call

Using Handsfree

Changing Handsfree for a telephone

Handsfree Answerback

Turning Privacy on or off for a call

Creating a conference by releasing privacy

Making a call private

Checking call length using Call Duration Timer

Disconnecting by accident

Time

Making calls

Choosing a line using a line button

Line pools

Using a line pool to make a call

Programming a memory button with a line pool feature code

Making calls from an ISDN terminal

Changing how you dial your calls

Using Standard dial

Using Automatic dial

Using Pre-dial

When the internal number you have called is busy

Priority Call

Making a priority call

Giving a telephone the ability to make priority calls

Using Ring Again

Turning on Ring Again

Canceling Ring Again

Time savers for making calls

Storing a number on a memory button for Autodial

Adding an autodial button

Choosing a line for Autodial

Using intercom as the line for Autodial

Using Last Number Redial

Preventing a telephone from using Last Number Redial

Using Speed Dial

Making a speed dial call

Changing and adding System Speed Dials

Adding or changing User Speed Dial