Nortel Networks P0857846 User Manual

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Norstar-PLUS Modular ICS 2.0 System Coordinator Guide

Norstar and Meridian are trademarks of Northern Telecom © Copyright Northern Telecom 1998

1-800-4 NORTEL

www.nortel.com/norstar

P0857846 Issue 02

Getting started with Norstar 1

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

Using the buttons under the display 5

The programming overlay 5 A map for working in programming 7 Starting and ending a session 10 Ending a session 10

Frequently used programming operations 13

Changing the time and date on the display 13 Adding or changing a system speed dial 15 Changing the name of a telephone 18 Changing the name of a line 20 Making changes to Call Forward No Answer 22 Making changes to Call Forward on Busy 24 Change the Do Not Disturb on Busy feature 25 What would you like to do next? 26

Answering calls 27

Answering an incoming call 27

Line buttons 27

Incoming line group buttons 27

What line indicators mean 28

Rings you may hear 28 Answering calls at a prime telephone 28 Using a central answering position (CAP) module 29

Customizing your CAP module 30

Monitoring telephones with the CAP module 30 Release button 30 Hearing aid compatibility 31

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Viewing information about a call on the display 31

Using Call Information for a particular call 31 Displaying Call Information before or after answering 32 Displaying Call Information for a call on hold 32 Making Call Display information appear automatically at a

telephone 32

Changing which information is shown ﬁrst about a call 33

Picking up a call ringing at another telephone 33

Answering any ringing telephone using Directed Pickup 34 Answering a ringing telephone using Group Pickup 34 Changing a telephone’s pickup group 35 Trunk Answer 35 Answering a call using Trunk Answer 36 Answer buttons 36

Creating a Conference Call 37

Disconnecting one party 38 Independently holding two calls 38 Putting a conference on hold 38 Splitting a conference 39 Removing yourself from a conference 39

Listening to a call as a group 40

Canceling Group Listening 40

Using Handsfree/Mute 40

Answering calls without lifting the receiver 41 Making calls without lifting the receiver 41 Muting Handsfree 41 Changing a regular call to handsfree 41 Changing a handsfree to a regular call 42 Using Handsfree 42 Changing Handsfree for a telephone 42 Handsfree Answerback 43

Turning Privacy on or off for a call 44

Creating a conference by releasing privacy 44

Making a call private 45 Checking the length of a call using Call Duration Timer 45 Disconnecting by accident 45 Time 45

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Making calls 46

Choosing a line using a line button 48 Line pools 48

Using a line pool to make a call 49 Programming a memory button with a line pool feature code

Changing how you dial your calls 49

Using Standard dial 50 Using Automatic dial 50 Using Pre-dial 50

When the internal number you have called is busy 51

Priority Call 51 Making a priority call 51 Giving a telephone the ability to make priority calls 51 Using Ring Again 52 Turning on Ring Again 52 Canceling Ring Again 52

Time savers for making calls 55

Storing a number on a memory button for Autodial 55

Adding an autodial button 55 Choosing a line for Autodial 55

Using intercom as the line for Autodial 56 Using Last Number Redial 57 Preventing a telephone from using Last Number Redial 57 Using Speed Dial 58 Making a speed dial call 59

Changing and adding System Speed Dials 59

Adding or changing User Speed Dial 59 Using Saved Number Redial 60

Saving a number 61

Dialing a saved number 61 Preventing a telephone from using Saved Number Redial 61

iii

Handling many calls at once 63

Using Hold 63

Retrieving a held call 63

Holding automatically 63

Listening on hold 63

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Holding a call exclusively 64

Using Call Queuing 64

Transferring calls 65

Using the transfer feature 65

Transferring a call 65 Transferring external calls 65

Canceling a transfer 66 Using Camp-on 67 Parking a call 69

Retrieving a parked call 69

Using Call Park 69 Using Callback 70

Forwarding your calls 71

Forwarding your calls to another Norstar telephone 71

Canceling Call Forward 71

Using Call Forward at your telephone 71

Overriding Call Forward 72

Changing the automatic Call Forward settings for a

telephone 72 Changing Forward no answer 72 Changing the delay before a call is forwarded 72 Forward on busy 72 DND on Busy 73 Call Forward and Voice Mail 73

Line Redirection 74

Turning on Line Redirection 74 Canceling Line Redirection 75 Allowing a telephone to redirect calls 75 Turning the redirect ring for a telephone on or off 76 How Line Redirection is different from Call Forward 78 Using Line Redirection 78

Communicating in the office 79

Paging 79

Making a page announcement 79 Activating and deactivating the ability to page 80 Creating page zones 80 Using Page with external paging equipment 82

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Sending messages using the display 82

Sending a message 82 Canceling a message you have sent 82 Viewing your messages 83 Replying to a message 83 Removing items from your message list 83 Viewing messages you have sent 84

Using Voice Call 85

Making a Voice Call 85 Muting Voice Call tones 85 Answering a Voice Call without touching your telephone 85 Preventing Voice Calls to your telephone using Voice Call

Deny 86

Canceling Voice Call Deny 86

Tracking your incoming calls 87

Using Call Log 87

Call Log options 88 Logging a call manually 88 Deleting old log items 88 Viewing your Call Log 89 Viewing a Call Log item 89 Erasing log items 89 Making a call using Call Log 90 Creating a password to your Call Log 90 Changing your Call Log password 91 Deleting an assigned password 91 Programming a telephone to log calls automatically 91

Using Voice mail 93

Contents /

Customizing your telephone 95

Finding out what a button does using Button Inquiry 95 Making the display darker or lighter using Contrast adjustment

Changing the language on the display 96

English 96 French 96 Spanish 96

Programming a feature code onto a memory button 96

Programming feature buttons 96 Erasing a feature button 97

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Moving line buttons 98 Changing the type of ring 99 Adjusting the Ring volume 99 Hiding the message or calls indication 99

Restoring the messages and calls indication 99

User Preferences 101

Using User Preferences 101

Changing button programming 102 Changing User Speed Dial 104 Changing Call Log options 105 Changing how calls are dialed 105 Changing the language used on the display 105 Making the display lighter or darker 105 Changing the telephone’s ring 106

Telephone features 109

Naming a telephone or a line 109 Moving telephones 109 Stopping calls from ringing at your telephone using Do Not

Disturb (DND) 110

Stopping calls 110 Refusing to answer a call 110 Canceling Do Not Disturb 110 Using Do Not Disturb 110

Using Background Music 111

Turning Background Music off 111

ISDN terminals and services 113

ISDN applications 113

Videoconferencing and video telephony 113 Desktop conferencing 113 File transfer 114 Telecommuting 114 Group 4 fax 114 Remote LAN access 114 Leased line backup 114 LAN to LAN bridging 114 Broadcasting 114 Video surveillance 114 Internet and database access 115

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ISDN network features 115

Nortel DMS-100 switch 115 AT&T (Lucent) 5ESS switch 115 Siemens EWSD switch 116

Using System features 119

Using alternate or scheduled services 119

Preventing certain calls from being made 119 Making additional telephones ring 119 Changing the lines used by outgoing calls 119

Turning Services on and off 119

An example of how to turn on a Service manually 121

Turning Services on and off using feature codes 121

Viewing the active Services from a two-line display

telephone 122

Viewing the active Services from a one-line display

telephone 123

Using passwords 124

Using a Basic password 125 Registration password 125 Changing passwords 126 Clearing a Call Log password 126

Using special telephones 127

Direct-dial 127 Changing the direct-dial telephone assignments 127 Hotline 128 Bypassing a Hotline 128 Making a telephone a hotline telephone 128

Control telephone 129 Using Set lock 129 Changing Set Lock programming for a telephone 130 Using an auxiliary ringer 130

Turning the auxiliary ringer for a telephone on or off 131 Using Host System dialing signals 131

Link 131

Preventing a telephone from using Link 132

Pause 132

Long Tones 133

Programmed Release 133

Run/Stop 133

Contents /

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Wait for Dial Tone 134 Using pulse dialing for a call 134

Using your Norstar system from an external location 135

Controlling access to your Norstar system 135 Direct inward system access 136 Class of Service 136 Maintaining security 136

Accessing Norstar remotely over the public network 136 Tones 137 Using Class of Service passwords 137

Changing your Class of Service 138

General System features 139

Set profile 139 Line profile 139 Pulse or tone dialing 139 Disconnect supervision 139 Incoming line groups 140 Internal numbers 140 Line assignment 140 Target line 141 Line pools 141 Overflow call routing 141 M7100 telephone 142

Memory buttons 143

One-line display 143

Prime line 144

Private lines 144

Volume bar 144

Wall mounting 144

Troubleshooting 145

Using the alarm telephone 145 Reporting and recording alarm codes 145 Testing the telephone 145

Testing the telephone display 146

Testing the telephone buttons 146

Testing the speaker in the telephone handset 146

Testing the telephone headset 147

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Testing the telephone speaker 147 Testing the power supply to a telephone 147

Common feature displays 149 Index 153

Contents /

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/ Contents

Norstar-PLUS Modular ICS 2.0 System Coordinator Guide P0857846 Issue 02

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 only refer to the first section 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 a specific feature or display you see on your telephone.

Understanding programming

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

You may wish to further customize your system. For example, you can change how some features work, or adapt the system to changes in your office. Programming lets you 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.

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Programming Record

/ Getting started with Norstar

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 also available to allow individuals other than the system coordinator to make changes without giving access to sensitive programming capabilities.

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

Before you start

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

Programming Record

so you will have the

Programming Record

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 two-line displays are shown on the next page.

You will also need a programming overlay to show which buttons to press when you are doing programming. The programming overlay is found at the front of this guide.

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

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Getting started with Norstar /

features do not work. Do not use the main reception telephone for programming because you may lose incoming calls.

Using Buttons

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

M7310 M7324

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

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/ Getting started with Norstar

Dial pad

Display

Display buttons

Memory button

Dual memory button

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

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.

Dials a number or feature code stored on the button. Can store two numbers or feature codes (used with

the shift button).

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.

Feature button

Hold button

Release 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).

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Using the buttons under the display

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

CHANGE

COPY

. In this guide, display

button instructions are underlined.

Display buttons

display button

The programming overlay

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

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/ Getting started with Norstar

Placing the programming overlay

Norstar Programming Overlay

Heading

Back Next

Norstar Programming Overlay

Heading

Back Next

Show

Shows you the heading for the current level

Moves you one item back at the current level

Heading

Back Next

Norstar Programming Overlay

Show

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

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 (

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or º).

Getting started with Norstar /

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

ƒ••ÇØˆÏÈÌ

default password is

ÅÎ˜Èˆ

show you the choices under each menu heading. A Basic password can be used with a limited number of feature codes,

including

••ÊÈ˜‰

and off. For more information, see Using passwords on page 124.

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 also 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 will use.

and entering the password (the

¤‹ﬂ›ﬂ

). Also, the maps

and the codes for turning call services on

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 a XC 2.0 system, you can also change the password for Companion portable telephone registration.

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

System programming - On a XC 2.0 system, you can enable or disable registration for Companion portable telephones.

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Fwd to

number, or speed dial number

(grey box) = enter an extension number, line

(black box) = items are in a list

Fwd delay

Fwd to

Use prime

Set lock

Allow last no

Allow saved no

Allow link

(italic text) = instructions or descriptions

Legend:

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

Enter digits

“

(go to previous item)

Key to Navigation:

≠

(go to next level)

‘

–

(go to previous level)

(go to next item)

Fwd no answer ˆ

Fwd on busy ˆ

DND on busy

Handsfree

Capabilities ˆ

Name

User prefernces ˆ

ˆˆ

≠

LIST

Show set:_ ˆˆ

Press

Enter digits or

see

Terminals &

HF answerback

Pickup grp

Page zone

Paging

D-Dial

Priority call

Hotline ˆˆˆˆAux. ringer

Allow redirect

Redirect ring

Model

Button prgrming

User speed dial

Call log opt’ns

Dialing opt’ns

Language

Display cntrst

Ring type

Restrictions ˆ

Telco features ˆ

1stDisplay

Set restrns

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Getting started with Norstar /

Log pswd

Sys Coord 23646

Basic 22742

ˆˆ

Registration

Portable DNs

Re-evaluation

Radios

Cells

Name

ˆˆ

≠

Show line:_ ˆˆ

Press

Enter digits or

Lines

LIST

see

Sched:Night

Sched:Evening

Sched:Lunch

Sched:Sched 4

Sched:Night

Sched:Evening

Sched:Lunch

Sched:Night

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:Evening

Sched:Lunch

Sched:Sched 4

Sched:Sched 5

Sched:Sched 6

≠

Press

Enter digits or

add/change tel#

Use prime line

Display digits

Name

ˆˆ

≠

Speed dial #:_ ˆˆ

Sys speed dial

LIST

Press

Enter digits or

see

LIST

see

Show set:_ ˆˆ

Call Log pswds ˆ

Progrmng pswds

Reg. pswd

Hour

Minutes

Year

Month

Day

Passwords

Time&Date

Radio data ˆ

Companion* ˆ

Sys Prgrming Registration ˆ

*MICS-XC only

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Starting and ending a session

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

It’s the same as pressing

ÅÎ˜Èˆ

Check the

is the password, unless the password has been changed.

Programming Record

Ending a session

Press

••ÇØˆÏÈÌ

Press

••¤ﬂﬂ‹››

Press

ÅÎ˜Èˆ

(

¤‹ﬂ›ﬂ

Press

RETRY

it is entered wrong. The display shows the first of the seven

headings available for administration programming.

for the most recent password.

Press ® to end the session.

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

to re-enter the password if

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

navigation buttons or

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

UPDATE

display key. The display will show

you how many telephones have not been updated yet.

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Getting started with Norstar /

Press

DNs

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

Record any changes you make in the

Programming Record

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

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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

••°›ﬂ‹

••ÊÈ˜‰

Press

¤¤‡›¤(ıÅÍÈÇ

¤‹ﬂ›ﬂ (ÅÎ˜Èˆ

The passwords can be changed. See “Using passwords” on page 124 for more information.

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

Press CHANGE.

Press the dial pad buttons to enter the hour. Use two digits for all hours. The clock on the display will show either one or two digits.

(which is the same

) or

)

The display will prompt you to choose a.m. or p.m. Press

Press NEXT.

Press CHANGE.

Press the dial pad buttons to enter the minutes.

If you are only changing the time and not the date, press session.

In this example, you are changing the date to July 15, 1998.

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CHANGE and OK to select p.m.

to end your

14 / Frequently used programming operations

Press NEXT.

Press CHANGE.

Press the dial pad buttons to enter the year.

Press

NEXT.

Press CHANGE.

Press the dial pad buttons to enter the month.

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

Press NEXT.

Press CHANGE.

Press the dial pad buttons to enter the day.

Press ® to end your session.

The clock also controls the schedules used for services such as ringing and routing services.

After a power failure, the clock will be behind by the length of time power was lost. For example, if the power is out for two minutes, the clock will be two minutes behind.

Your Norstar system can change automatically between North American daylight saving and standard time. This option is set by your customer service representative or installer and can be changed by contacting them.

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Frequently used programming operations / 15

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 will overwrite the previous number and settings.

Begin the programming session

Press

Choose a speed dial code

Press

••¤ﬂﬂ‹››

¤‹ﬂ›ﬂ

‘

≠

three times.

Press

‚⁄

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

Press

≠

Add or change the telephone number

Press CHANGE.

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.

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16 / Frequently used programming operations

Select a line for the speed dial code

Press

‘

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.

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

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

01.

If you assign a specific line to a system speed dial number, only telephones with an appearance of that line can use the speed dial number.

Choose what shows up on the display

Press

‘

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

CHANGE.

No means the display will show a name for the code.

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

‘

Press

≠

This is the name the display will show if you don’t change it. Press

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

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CHANGE.

Frequently used programming operations / 17

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 -->.

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

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

Press

‘

to end your session.

Or you can press

–

, then

‘

to program another speed

dial number .

Entering letters and numbers using the dial pad

fourth press

first press second press

third press

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18 / Frequently used programming operations

Changing the name of a telephone

Begin the programming session

Press

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Change the name of a telephone

Press

≠

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

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

Press

≠

This is the name the display will show if you don’t change it. Press

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

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 -->.

then

‘

CHANGE.

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

Press

‘

to use the name you

have entered.

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

Press

to end your session.

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Frequently used programming operations / 19

You can also press telephone, or press heading.

–

once to continue programming this

twice to return to the Terminals and Sets

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20 / Frequently used programming operations

Changing the name of a line

Begin the programming session

Press

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Change the name of a line

Press

‘

Press

≠

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

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

Press

≠

Press CHANGE.

Decide what name you want to give to the line.

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 -->.

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

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

Press

‘

have entered.

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to use the name you

Frequently used programming operations / 21

Press

to end your session.

You can also press or press

–

once to continue programming this line,

twice to return to the Lines heading.

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22 / Frequently used programming operations

Making changes to Call Forward No Answer

Begin the programming session

Press

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Change where a call goes when there is no answer

Press

≠

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

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

Press

≠

Press

≠

Press

≠

Press CHANGE and enter the internal number where you want the calls to be sent. In this example, it’s 221.

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

Change the number of times the telephone will ring before it is forwarded

Press

‘

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Frequently used programming operations / 23

Use the CHANGE button to choose the number of times the telephone will ring before it is forwarded.

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

You can also press

–

this telephone, or press and Sets heading.

to continue programming capabilities for

–

four times to return to the Terminals

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24 / Frequently used programming operations

Making changes to Call Forward on Busy

Begin the programming session

Press

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Change where a call goes when a telephone is busy

Press

≠

Enter the internal number (intercom number) of the telephone extension. In this example, it’s 225.

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

Press

≠

Press

≠

Press

‘

Press

≠

Press CHANGE and enter the internal number where you want the calls to be sent. In this example, it’s 221.

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

Press

to end your session.

You can also press this telephone, or press Terminals and Sets heading.

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‘

–

to continue programming capabilities for

three times to return to the

Frequently used programming operations / 25

Change the Do Not Disturb on Busy feature

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

••¤ﬂﬂ‹››

Press

¤‹ﬂ›ﬂ

Change Do Not Disturb on Busy

Press

≠

Enter the internal number (intercom number) of the telephone extension. In this example, it’s 225.

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

Press

≠

Press

≠

Press

‘

Press CHANGE to turn the feature on.

A second press will turn it off again. Press

to end your session.

You can also press telephone, or press Sets heading.

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‘

–

to continue programming capabilities for this

three times to return to the Terminals and

twice.

26 / Frequently used programming operations

For more information on Call Forward and similar settings, see “Forwarding your calls to another Norstar telephone” on page 71.

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 74.

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 the time and date.

See “Picking up a call ringing at another telephone” on page 33.

See “Paging” on page 79.

telephones ring” on page

119. See “Using passwords” on

page 124.

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Answering calls

Answering an incoming call

There are three indications of an incoming call: ringing, a line button flashing, and a message on the display. You will 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 will 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 48 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.

Line buttons

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

The M7100 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 ˙ two calls, one active and one on hold.

to switch between

Incoming line group buttons

You have one incoming line group button for each incoming line group assigned to your telephone. You use an incoming line group button just like a line button to answer calls, but you cannot use it to make a call.

M7100 telephones do not have incoming line group buttons.

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What line indicators mean

Flashing on and off for

equal lengths of time

There is an incoming call on the line.

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.

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

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

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

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

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Answering calls / 29

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

For other displays, see “Common feature displays” on page 149.

CALLBACK 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 also the prime telephone and direct-dial telephone for the lines and telephones it serves.

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 will already be programmed to dial an internal number.

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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•°⁄ buttons” on page 98.

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 also program features onto CAP module buttons. See “Time savers for making calls” on page 55 and “Customizing your telephone” on page 95 for information on programming memory buttons.

Buttons on a CAP module cannot be assigned as incoming line group or answer buttons.

. See “Moving line

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

® also ends feature programming.

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

Answering calls / 31

While you are on a call, do not press ® to end a feature you are using. If you do, you will disconnect the call. Use ƒ

instead.

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.

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°⁄⁄

, you will only see the line number or line name.

To use logging features with Call Display, see “Using Call Log” on page 87.

Using Call Information for a particular call

Call Information lets you 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.

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

Tip -

Call Log displays the same information as Call Information, along with the date and time of the call, and the number of times the caller called.

Displaying Call Information before or after answering

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

• Press

• Press £ or VIEW to display more information about an external

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°⁄⁄

call.

, you will only see the line number or line name.

Displaying Call Information for a call on hold

• Press

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

• Press £ or VIEW to display more information about an external

ƒ°⁄⁄

call.

Tip -

If your telephone automatically displays Call

. The display reads ˆSelect a call.

Display information for a call, you still need to press

ƒ°⁄⁄

VIEW

to display more information about the call.

before you can press

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

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Answering calls / 33

the call. Your installer or customer service representative can program telephones to have automatic Call Display.

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 will need the programming template found at the front of this guide. See Getting Started for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

6. Press

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

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.

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

password).

≠

you wish to program.

≠ ‘ ≠

choices are Name, Numbr or Line.

(the default System Coordinator

and enter the internal number of the telephone

. four times. .

Picking up a call ringing at another telephone

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

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34 / Answering calls

Answering any ringing telephone using Directed Pickup

ƒ‡ﬂ

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

• Press ƒ‡ﬂ

• 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 also 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 also retrieve calls that

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

Answering a 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 Group Pickup cannot be used to retrieve a camped call.

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

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ƒ‡ﬁ

Answering calls / 35

Changing a telephone’s pickup group

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

guide. See Getting started with Norstar 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 wish to program.

4. Press

5. Press

≠ ‘

twice. 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

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 lets you answer a ringing call anywhere in the system from any telephone in the system. The line you are

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answering does not have to appear or ring at the telephone you are using.

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

Answering a call using Trunk Answer

• Press

Displays

ƒ°‚‚

Tip -

If there is more than one incoming call on

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

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

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

Answer buttons

You can use an Answer button to monitor calls on another person’s telephone. All calls to the monitored telephone appear on the Answer button. The calls can also be programmed to ring at the telephone with the Answer button. Answer buttons are useful for an attendant who monitors incoming calls for one or several other people.

You cannot make calls using Answer buttons.

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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 five other people using separate Answer buttons for each person.

Creating a Conference Call

You can talk to two people at once.

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

• Press

• Press the appropriate button to retrieve the held call (this is

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

• Make a second call.

• Press

• Press the button where the first call is on hold to create a

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

ƒ‹

automatic on the M7100 telephone).

ƒ‹

conference.

Tip -

You can also create a conference by

ƒ‹

releasing privacy on a call. See “Turning Privacy on or off for a call” on page 44.

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Disconnecting one party

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

On an M7208, M7310 or M7324 telephone:

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

• Press ®. The call is disconnected.

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

On an M7100 telephone:

• Press

• Press ®. The call is disconnected.

• Press

ƒ£‹

, to place one caller on hold. Press

again, to put the caller you want to keep on hold.

to speak to the remaining party.

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.

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

• Press

You can re-establish the conference.

• Take one call off hold.

• Press

• Take the other call off hold.

ƒ‹

. The second person is put on 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

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Answering calls / 39

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:

• Press

• Press ˙

ƒ£‹

, if necessary, to switch parties.

. The first party is on hold.

You can re-establish the conference.

• Press

ƒ‹

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

Removing yourself from a conference

‡‚

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

• Enter the Transfer feature code

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 will be disconnected.

Displays

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.

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ƒ°‚¤

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 feature code.

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

For other displays, see “Common feature displays” on page 149.

TRANSFER or entering the Transfer

Listening to a call as a group

You can let people in your office listen in on a call using Group Listening.

• Press

ƒ°‚¤

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 will not hear people in your office.

Canceling Group Listening

• Press

ƒ£°‚¤

Group Listening is also canceled automatically when you hang up.

Tip -

Keep the receiver away from the speaker, or

you may hear feedback. The higher the volume,

the more the feedback. Press

to prevent

feedback when hanging up.

Using Handsfree/Mute

The ability to use Handsfree has to be turned on or off for each telephone. The type of Handsfree can also be changed–see “Changing Handsfree for a telephone” on page 42.

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Answering calls / 41

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

Answering calls without lifting the receiver

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

• Press © speaker are automatically turned on.

Handsfree is not available for an M7100 telephone.

Tip -

. The telephone’s internal microphone and

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

• If you don’t have a prime line assigned to your telephone, press a line button.

• Press

• Dial your call.

• Speak normally.

speaker are automatically turned on.

. The telephone’s internal microphone and

Muting Handsfree

You can switch off the telephone microphone so that you can speak privately to someone in your office while you are on a handsfree call.

• Press

You can turn the microphone back on again and continue your handsfree call.

• Press

. The microphone is turned off.

Changing a regular call to handsfree

• Press

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and hang up the receiver.

42 / Answering calls

Changing a handsfree to a regular call

• Lift the receiver.

Using Handsfree

The indicator next to © 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 speaking) also 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.

is solid when you have Handsfree

√

while

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 will need the programming template found at the front of this guide. See Getting Started for more information.

1. Press

2. Press

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ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

password).

(the default System Coordinator

Answering calls / 43

3. Press

≠

and enter the internal number of the telephone

you wish to program.

4. Press

5. Press

≠ ‘

twice. three times.

6. Choose a setting at Handsfree: using the CHANGE button. There are three ways to set Handsfree for an individual telephone:

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.

A standard version of Handsfree described “Using Handsfree/Mute” on page 40.

For other displays, see “Common feature displays” on page 149.

. The telephone’s internal

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.

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 fora telephone that is programmed to use Handsfree.

You will need the programming template found at the front of this guide. See Getting Started for more information.

1. Press

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ƒ••¤ﬂﬂ‹››

44 / Answering calls

ƒ°‹

2. Press

3. Press

4. Press

5. Press

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

¤‹ﬂ›ﬂ

password).

≠

you wish to program.

≠ ‘

CHANGE button.

and enter the internal number of the telephone

twice. four times.

(the default System Coordinator

Turning Privacy on or off for a call

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

Privacy control cannot be used on internal or conference calls. When another telephone joins a call, the participants on the call will

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.

• Press

• Tell the other person to press the line button and join your

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

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ƒ°‹

conversation.

Answering calls / 45

Making a call private

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

• Press

ƒ°‹

Checking the length of a call using Call Duration Timer

ƒ‡‡

By pressing

• on your last call, or

• how long you have been on your present call.

Displays

ƒ‡‡

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

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

, you can see how long you spent

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 to be reconnected to your call.

Time

You can display the current date and time while you are on a call.

• Press

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ƒ°‚‹

Making calls

There are many ways to make a call. Depending on programming and the type of call, these are the ways to make a call:

• Pick up the receiver and dial. The Norstar system supports three methods of dialing. See “Changing how you dial your calls” on page 49.

• 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 40.

• 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 55.

Displays

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

LATER to use

PRIORITY to make a priority call.

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

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

or BKSP. When the number is

TRANSFER.

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Making calls / 47

Wait for the telephone to be answered. If no one answers, press Again (page 52) or Message (page 82) feature, or press 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 Ring Again or Messages features, or press

LATER to use the Ring

PRIORITY to make a priority

LATER to use the

PRIORITY to make a priority call.

You have dialed a number, but the least expensive route that the system is programmed to use is busy. Unless you release the call, it will go 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 will be dialed correctly, but you cannot see it.

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.

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

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

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LATER to use the Ring Again or

48 / Making calls

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 using the display” on page 82 and “Turning on Ring Again” on page 52.

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.

For other displays, see “Common feature displays” on page 149.

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.

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.

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Making calls / 49

ƒﬂ›

ƒ•°¤

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

• Press

• 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.

• Select an internal line (intercom) and dial the line pool access

ƒﬂ›

code.

Tip -

If no lines are available in the line pool, you can use Ring Again at the busy tone. You will be notified when a line in the line pool becomes available. See “Using Ring Again” on page 52.

Programming a memory button with a line pool feature code

Changing how you dial your calls

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When you program a button with the line pool feature code, you must enter a line pool access code after the feature code. The programmed line pool button accesses a specific line pool, not the line pool feature. See “Programming feature buttons” on page 96 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.

• Press

• Press £ or NEXT until the dialing mode you want appears.

ƒ•°¤

50 / Making calls

• Press The dialing modes feature code cannot be programmed onto a

memory button.

or OK to select the displayed dialing mode.

Using Standard dial

Standard dial lets you 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.

Using Automatic dial

Automatic dial lets you 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 lets you 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 (

ƒ°ﬁ

does not affect numbers you are entering. You cannot pre-dial a telephone number if all the

lines on your telephone are busy.

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). This

Making calls / 51

When the internal number you have called is busy

Priority Call

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.

ƒﬂ·

Making a priority call

• Press

• 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 110. If the person does nothing, the priority call feature puts their active call, including conference parties, on Exclusive Hold and connects your call.

ƒﬂ·

Giving a telephone the ability to make priority calls

You will need the programming template found at the front of this guide. See Getting Started for more information.

1. Press

2. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

password).

(the default System Coordinator

3. Press

4. Press

5. Press

6. Press CHANGE to choose Y (Yes) or N (No)

Displays

P0857846 Issue 02 Norstar-PLUS Modular ICS 2.0 System Coordinator Guide

≠

you wish to program.

≠

‘

and enter the internal number of the telephone

twice.

nine times. The display shows Priority call:.

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

52 / Making calls

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:

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 also use Ring Again to tell you when a busy line pool becomes available.

Turning on Ring Again

• Press

ƒ¤

before you hang up.

ƒ¤

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

Canceling Ring Again

ƒ£¤

To cancel a Ring Again request:

• Press

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ƒ£¤

Displays

Making calls / 53

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

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

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54 / Making calls

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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, incoming line groups, 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•¤

• Press

When programming Autodial you can use:

• Last Number Redial

• Saved Number Redial

• destination codes (choose

• host system signalling

ƒ•⁄

ƒ•¤

then enter the number as if you were dialing it.

to program an external number or

for an internal number. Choose a button and

∆

as the line)

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 a line pool access code.

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∆

and enter

56 / Time savers for making calls

If you select a line before pressing the autodial button, the call will go 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 only be programmed using a line and not a line pool.

Tip -

If you do not include a line selection in an autodial number, the call will use your prime line (if you have one).

Using intercom as the line for Autodial

If you press 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 as well.

Displays

∆

as the line for an external autodial number,

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

√

or BKSP to

OK when you are finished.

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

While programming external Autodial, you erased the button by pressing

OK before entering any digits.

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

Enter the internal telephone number you wish to program.

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

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Time savers for making calls / 57

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.

For other displays, see “Common feature displays” on page 149.

or OK. You

Using Last Number Redial

ƒﬁ

You can redial the last external number you dialed.

• Press

ƒﬁ

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•‚

(

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

Preventing a telephone from using Last Number Redial

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

guide. See Getting Started for more information.

• Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

• Press

≠

and enter the internal number of the telephone

you wish to program.

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58 / Time savers for making calls

• Press

≠ ‘ ≠ ‘

. three times. The display shows Restrictions. twice. . The display shows Allow last no:.

• Press CHANGE to choose Y (Yes) or N (No).

Displays

The last number you dialed was a speed dial number that displayed a name rather than the number. The number will be 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.

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. 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.

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Time savers for making calls / 59

ƒ•›

Making a speed dial call

ƒ‚

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

• Press

ƒ‚

• 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 15.

Tip -

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

Adding or changing User Speed Dial

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

• Press

ƒ•›

• Enter a two-digit code from 71 to 94 that you want to associate

• To include a line selection for this number, press the line or

• Enter the number you want to program.

• Press

Displays

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with a telephone number.

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 only select a line pool.

or OK.

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

are finished, press

BKSP or

√

. When you

or OK.

60 / Time savers for making calls

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

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

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

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

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

or OK.

OK.

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

For other displays, see “Common feature displays” on page 149.

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.

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Time savers for making calls / 61

Saving a number

• Press Saved Number Redial records a maximum of 24 digits.

ƒﬂ‡

while you are still on the call.

Dialing a saved number

• Press If you have a programmed Saved Number Redial button, you can

use Button Inquiry ( before you dial it.

ƒﬂ‡

ƒ•‚

when you are not on a call.

) to check the last number

Preventing a telephone from using Saved Number Redial

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

guide. See Getting Started for more information.

• Press

• Press CHANGE to choose Y (Yes) or N (No).

Displays

P0857846 Issue 02 Norstar-PLUS Modular ICS 2.0 System Coordinator Guide

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

password).

≠

you wish to program.

≠

‘

≠ ‘

(the default System Coordinator

and enter the internal number of the telephone

. three times. The display shows Restrictions. twice. twice. The display shows Allow saved no:.

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

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

62 / Time savers for making calls

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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, one active, one on hold. The M7100 telephone cannot retrieve a call placed on hold by another telephone.

alternates between two lines;

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.

• Press

• Hang up the receiver.

• 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).

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64 / Handling many calls at once

• When the person you were talking to returns you will 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

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

• Press

Displays

ƒ‡· or

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

ƒ˙

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

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.

ƒ‡·

. The line

ƒ°‚⁄

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Transferring calls

Using the transfer feature

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

ƒ‡‚

Transferring a call

• Press

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

• If you want to talk to the person to whom you are transferring the

• When you are ready to complete the transfer, press You cannot use Last Number Redial, Saved Number Redial, a

speed dial code, Priority Call or Ring Again to dial the number for a transfer.

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

ƒ‡‚

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

® or JOIN.

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 ∆

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.

and enter a line pool access code.

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.

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66 / Transferring calls

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.

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.

• Press

ƒ£‡‚

or CANCL.

• 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

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

or JOIN to transfer the call.

The person to whom you tried to transfer a call did not answer. Press 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

anyway. Press someone else. Press line button to reconnect to the call (on the

M7100 telephone, press

RETRY to transfer the call to

ƒ£‡‚

RETRY if you decide

CALLBACK or the

JOIN to transfer the call

CANCL or the flashing

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Transferring calls / 67

You entered an invalid internal number. Press

RETRY and enter the number again.

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 to 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.

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.

RETRY if, after talking

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

For other displays, see “Common feature displays” on page 149.

Using Camp-on

ƒ°¤

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

• Press

ƒ°¤

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

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68 / Transferring calls

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

Displays

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

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

CALLBACK button or the line button to

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 will be sent.

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

CALLBACK or the line

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

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.

For other displays, see “Common feature displays” on page 149.

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CALLBACK or the line button to

Transferring calls / 69

Parking a call

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

• Press ƒ‡›

• Use the Page feature ( announce the retrieval code displayed by your telephone.

ƒﬂ‚

ƒ‡›

) or press PAGE to

Retrieving a parked call

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

• Dial the Call Park retrieval code.

Using Call Park

When you park a call, the system assigns one of twenty-five 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 now assigns Call Park codes in sequence, from the lowest to the highest, until all the codes are used. This roundrobin approach means that a greater variety of codes will be used, which will make 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 telephones or devices connected to the system using an analog terminal adapter (ATA).

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.

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

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70 / Transferring calls

Displays

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

You have attempted to use Call Park with no active call on your telephone. If the call you wish 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‚

announce 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

For other displays, see “Common feature displays” on page 149.

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 like Transfer or Camp-on.

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Forwarding your calls

Forwarding your calls to another Norstar telephone

• Press

Use Line Redirection to forward calls outside the system.

Canceling Call Forward

• Press

Using Call Forward at your telephone

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

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 still answer the call by pressing the button next to the flashing indicator.

ƒ› and enter the number of the internal

telephone to which you want your calls forwarded.

ƒ£›

ƒ›

, all calls go to the destination you

ƒ›

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.

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72 / Forwarding your calls

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 22.

Changing Forward no answer

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

For step-by-step instructions for changing Forward no answer see “Change where a call goes when there is no answer” on page 22.

Line Redirection takes precedence over Forward no answer.

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 will ring before it is forwarded” on page 22.

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-by-step instructions, see “Making changes to Call Forward on Busy” on page 24.

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.

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Forwarding your calls / 73

Telephones that have Forward on busy active can still 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.

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 “Change the Do Not Disturb on Busy feature” on page 25.

If you use DND on Busy, the line indicator for an external incoming call still 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 will be 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.

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, or

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

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74 / Forwarding your calls

Displays

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.

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.

For other displays, see “Common feature displays” on page 149.

Line Redirection

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

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

Turning on Line Redirection

• Press

ƒ°›

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

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

• Select the lines to be redirected.

Enter the telephone number to which you wish 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.

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Forwarding your calls / 75

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

up, those lines not lit will not be redirected.

or OK. If you press

Tip -

The line chosen for redirecting calls on other

or OK before all the lines light

lines can still be used normally when it is not busy on a redirected call. To avoid redirection failing because the chosen line is in use, choose a line pool with several lines in it.

The system does not check that the number you give for line redirection is a valid one. If you redirect to an invalid number, redirection will fail. Using an autodial button to enter the redirection number helps avoid this possibility. An autodial button used for line redirection must be programmed to use a specific line.

Canceling Line Redirection

• Press

• Select the lines you no longer want to be redirected.

ƒ£°›

Allowing a telephone to redirect calls

You can turn a telephone’s ability to redirect calls on and off. You will need the programming template found at the front of this

guide. See Getting Started for more information.

1. Press

2. Press

3. Press

4. Press

5. Press

P0857846 Issue 02 Norstar-PLUS Modular ICS 2.0 System Coordinator Guide

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

password).

≠

you wish to program.

≠ “

redirect:.

(the default System Coordinator

and enter the internal number of the telephone

twice. four times. The display shows Allow

76 / Forwarding your calls

6. Press CHANGE to select Y (Yes) or N (No).

Turning the redirect ring for a telephone on or off

You can program a telephone to ring briefly (200 milliseconds) when a call is redirected on one of its lines.

You will need the programming template found at the front of this guide. See Getting Started 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 wish to program.

4. Press

5. Press

≠ “

twice. three times. The display shows Redirect

ring:.

6. Press CHANGE to select Y (Yes) or N (No).

Tip -

If a telephone has redirect ring enabled, it rings briefly for redirected calls on one of its lines even if another telephone set up the line redirection.

Displays while redirecting lines

You selected the intercom button as the facility to place the call on. Enter a line pool code or a destination code.

Press

redirection.

•

or ADD to begin redirection. Press

or REMOVE to cancel a previous

You have one external line on your telephone, but you need a second line to perform line redirection. Redirect your external line using a line pool as the outgoing line.

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Forwarding your calls / 77

You are attempting to redirect a line and the line you have chosen is the outgoing line you have selected as a destination. You cannot redirect a line to itself. Select another line.

Enter a valid line pool access code.

You have attempted to redirect a line, but someone else has already redirected that line. Press previous redirection and redirect the line as you wish.

You have attempted to redirect calls on an incoming line group. You can only redirect calls on individual lines and you cannot redirect calls on an incoming line group.

Select the line that will be used to redirect calls out of the system.

Press the lines to be redirected. To undo a line selection, press it again. Press redirect all your lines.

Continue to press the lines to be redirected. Press finished.

•

or OVERRIDE to override the

ALL to

or OK when you are

The line you are attempting to redirect cannot be redirected because the hardware does not support redirection.

Displays while canceling redirection

Press the lines that are no longer to be redirected. The lines light up as you press them. Once you cancel redirection for a line you cannot restore it by pressing the line again. Press for all your lines. When you are finished, press

Continue to press the lines that are no longer to be redirected. Press or OK when you are finished.

For other displays, see “Common feature displays” on page 149.

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ALL to cancel redirection

or OK.

78 / Forwarding your calls

How Line Redirection is different from Call Forward

Call Forward forwards all calls that arrive at a particular telephone to another telephone within the Norstar system. Line Redirection redirects only the lines you specify, no matter which telephones they appear on, to a telephone outside the Norstar system. Line Redirection takes precedence over Call Forward.

Using Line Redirection

You redirect lines at a telephone, but once redirected, the lines are redirected for the entire system.

You can only redirect lines that appear at line buttons on your telephone.

You can answer the telephone if it rings while you are in the middle of programming Line Redirection, but none of the Norstar call handling features are available until the feature times out. If you need to use a Norstar feature to process the call, quit Line Redirection programming by pressing or you will disconnect the call you are trying to process.

While you are programming Line Redirection you will not receive any indication of calls that do not actually ring at your telephone.

. Do not press ®

Be careful to avoid redirection loops. If for example, you redirect your lines to your branch office and your branch office redirects its lines to you, you can create a redirection loop. If these calls are long distance, you will end up paying charges.

In certain situations, callers may experience lower volume levels when you redirect calls to an external location.

Norstar-PLUS Modular ICS 2.0 System Coordinator Guide P0857846 Issue 02

Communicating in the office

Paging

ƒﬂ‚

Paging allows you to make announcements over the Norstar system using the telephone speakers, or your loudspeaker system, if one is available.

Making a page announcement

• Press

• Choose a page type. Page types are:

⁄

‹

• If necessary, choose a zone.

• Make your announcement.

• Press ®.

ƒﬂ‚

through the telephone speakers (internal page) through an external speaker (external page) both internal and external (combined page)

Tip -

Instead of entering the Page feature code followed by the page type, you can enter the following shortcut codes.

Page zone 0 is all zones.

Internal External Combined

P0857846 Issue 02 Norstar-PLUS Modular ICS 2.0 System Coordinator Guide

ƒﬂ⁄ ƒﬂ¤ ƒﬂ‹

and zone (0 to 6)

(code 2 has no zones) and zone (0 to 6)

80 / Communicating in the office

Activating and deactivating the ability to page

You will need the programming template found at the front of this guide. See Getting Started 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 wish to program.

4. Press

5. Press

≠ ‘

twice. seven times. The display shows Paging.

6. Press CHANGE to select the setting: Y (Yes) or N (No).

Creating page zones

Each telephone can be assigned to one of six zones for receiving pages.

You will need the programming template found at the front of this guide. See Getting Started for more information.

1. Press

2. Press

3. Press

ƒ••¤ﬂﬂ‹›› ¤‹ﬂ›ﬂ

(the default System Coordinator

password).

≠

and enter the internal number of the telephone

you wish to program.

4. Press

5. Press

≠ ‘

twice. six times. The display shows Page Zone.

6. Press CHANGE to select the setting: 1, 2, 3,4, 5, 6 or None. You can make a telephone part of a page zone only if the telephone

has paging set to Y (Yes). A zone is any set of Norstar telephones that you want to group

together for paging, regardless of their location. The maximum number of sets in a page zone is 50.

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Communicating in the office / 81

Your installer will program whether a tone sounds before a page begins, and the maximum number of seconds a page can last before it is automatically turned off.

Tip -

Make sure that everyone who needs to make page announcements has a list showing which telephones are in which page zones.

Displays

Enter the desired page zone number (0- 6) or press

ALL.

You have entered a page zone code that is not between 0 and 6.

Select the type of page you want. See the list in “Making a page announcement”.

The time allotted for paging has expired.

You are making a page. The display shows the page zone you have chosen. Press

or ® when you are finished.

A page is already being made in the page zone you have requested.

For other displays, see “Common feature displays” on page 149.

Tip -

You can make an announcement to one

person by placing a voice call to their telephone.

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82 / Communicating in the office

Using Page with external paging equipment

When you make a page that uses external paging equipment (external page or combined page), the Long Tones feature is automatically activated for the external paging system only. This allows you to control optional equipment with the Long Tones feature.

Sending messages using the display

The Messages feature allows you to leave a message on the display of another Norstar telephone, and lets you know if you have any messages waiting. The Messages feature uses a message waiting list to keep a record of your internal messages and your (external) voice mail messages (if you subscribe to a voice message service with visual message waiting indication).

Sending a message

You can leave a message on the display of another telephone in your Norstar system. You can send up to four messages to different telephones, including your voice message center.

If your telephone is a direct-dial telephone or a central answering position (CAP), you can send up to 30 messages.

If your reply to a message is forwarded or is answered at another telephone using the Call Pickup feature, the message remains on your telephone until you cancel it or successfully contact the telephone that sent the message.

• Press

• On a telephone with a two-line display, press ADD. (This step is

• Enter the internal number of the person you want to send the

ƒ⁄

not necessary on a telephone with a one-line display.)

message to. The person’s display reads Message for you.

ƒ⁄

Canceling a message you have sent

• Press

• Enter the internal number of the person to whom you sent the

ƒ£⁄

message.

. The display reads Cancel for:.

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Communicating in the office / 83

Viewing your messages

You can receive up to four messages from different telephones, including your voice message center. A single message from your voice message center may pertain to several voice messages.

On a telephone with a one-line display

• Press

• Press • or £ to move through your messages. On a telephone with a two-line display

• Press MSG. The display shows the first message you received.

• Press NEXT to move through your messages.

ƒﬂﬁ

. The display shows the first message.

ƒﬂﬁ

Replying to a message

You can call the person (or your voice message center) who sent a message while you are viewing the message.

On a telephone with a one-line display

• Press ‚. On a telephone with a two-line display

• Press CALL. If you wish to call your voice message center using a line other than

the programmed line, exit your message list and dial the voice message center telephone number using normal dialing methods.

Removing items from your message list

You can erase a message while you are viewing it in your message list. If the message is from your voice message center, this only erases the message notification at your telephone. You still need to erase the voice message at your voice message center. Refer to your voice message center documentation.

On a telephone with a one-line display

• Press

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84 / Communicating in the office

ƒ⁄

On a telephone with a two-line display

• Press ERASE.

Viewing messages you have sent

On a telephone with a two-line display, you can view the messages you have sent.

• Press

ƒ⁄

• Press SHOW to display your first sent message.

• Press NEXT to move through your sent messages.

Displays

You have entered an invalid number when attempting to cancel a message.

You have cleared an external message from your message waiting list. The message itself still exists in your voice message center until you erase it there.

You are trying to call from your message waiting list. The line that you are trying to use is being used by the identified Norstar user.

You are viewing your message list. The display shows the number and name of the line that was used for your voice mail message.

You have tried to send a message to an invalid internal number or to a telephone that is out of service.

SHOW appears only if you have outstanding messages. Press you have sent. Press message.

SHOW to review messages

ADD to send a new

Enter the internal number of the telephone to which you want to send a message.

You have one or more messages and one or more new Call Logs. Press

ƒ°‚ﬂ

of the display to the current time and date.

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to change the first line

Communicating in the office / 85

You have no line button free with which to reply to a message.

There has been no number programmed for the voice message center. Contact your voice messaging service provider.

Your are at the beginning of your list of messages. Press your messages.

You are trying to send a message to a user whose message waiting list is full.

You have tried to send a message but your telephone's list of sent messages is full. Cancel one of the messages you have sent, if possible, or wait until you have received a reply to one of those messages.

For other displays, see “Common feature displays” on page 149.

NEXT to move through

Using Voice Call

ƒﬂﬂ

You can make an announcement or begin a conversation through the speaker of another telephone in the system.

Making a Voice Call

• Press

ƒﬂﬂ

Muting Voice Call tones

When a voice call begins at your telephone, you hear a beep every 15 seconds as a reminder that the microphone is on. You can stop it from beeping.

• Pick up the receiver or press

Answering a Voice Call without touching your telephone

If Handsfree Answerback is assigned to your telephone, you can respond to a voice call without touching the telephone. Handsfree Answerback is not available to the M7100 telephone.

• When someone makes a voice call to you, simply start talking. Your telephone’s microphone picks up your voice.

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86 / Communicating in the office

Tip -

Once you have answered a voice call, you can put it on hold, transfer it, or otherwise treat it as a normal call.

Preventing Voice Calls to your telephone using Voice Call Deny

• Press

ƒ°°

. Voice calls will ring like regular internal

calls. Your other calls proceed normally.

Canceling Voice Call Deny

• Press

Displays

ƒ£°°

Dial the internal number or press the internal autodial button of the person to whom you want to speak.

Your handsfree microphone is muted. Press

respond to the voice call. The telephone receiving the call cannot

accept voice calls for one of the following reasons: it is active or ringing with another call; Call Forward is turned on; Do Not Disturb is turned on; Voice Call Deny is turned on; it is not a Norstar telephone.

Your call proceeds automatically as a regular ringing call.

or pickup your receiver to

The line is open for you to speak.

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Tracking your incoming calls

Using Call Log

Telephones can automatically log Call Display information for calls on an external line. The line must appear on that telephone but it does not have to be a ringing line.

If your system is equipped with the appropriate equipment and you have subscribed to the call information feature supplied by your service provider, you will be able to capture information about incoming callers in your call log. The same feature is supplied by an ISDN service package that comes with calling line identification.

Call Log creates a record of incoming external calls. For each call the log could contain:

• sequence number in the Call Log

• name and number of the caller

• indication if the call was long distance

• indication if the call was answered (and identity of who answered it)

• time and date of the call

• number of repeated calls from the same source

• name of the line that the call came in on

Call Log can help you to

• keep track of abandoned or unanswered calls

• track patterns for your callers (for example volume of calls and geographical location of calls)

• record caller information quickly and accurately

• build a personal telephone directory from log items

The long distance indicator, as well as the caller's name and number, may not be shown in the log, depending on the Call Display

P0857846 Issue 02 Norstar-PLUS Modular ICS 2.0 System Coordinator Guide

Nortel Networks P0857846 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Getting started with Norstar

Using this guide

Understanding programming

Before you start

What you’ll need to do programming

Using Buttons

Using the buttons under the display

Display buttons

The programming overlay

Placing the programming overlay

A map for working in programming

Starting and ending a session

Ending a session

Frequently used programming operations

Changing the time and date on the display

Adding or changing a system speed dial

Begin the programming session

Choose a speed dial code

Add or change the telephone number

Select a line for the speed dial code

Choose what shows up on the display

Program a name for a speed dial

Entering letters and numbers using the dial pad

Changing the name of a telephone

Begin the programming session

Change the name of a telephone

Changing the name of a line

Begin the programming session

Change the name of a line

Making changes to Call Forward No Answer

Begin the programming session

Change where a call goes when there is no answer

Change the number of times the telephone will ring before it is forwarded

Making changes to Call Forward on Busy

Begin the programming session

Change where a call goes when a telephone is busy

Change the Do Not Disturb on Busy feature

Begin the programming session

Change Do Not Disturb on Busy

What would you like to do next?

Answering calls

Answering an incoming call

Line buttons

Incoming line group buttons

What line indicators mean

Rings you may hear

Answering calls at a prime telephone

Displays

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 a ringing telephone using Group Pickup

Changing a telephone’s pickup group

Displays

Trunk Answer

Answering a call using Trunk Answer

Displays

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

Displays