Nortel Networks PO84262701 User Manual

DR5.1

Owner’s Handbook

and Meridian are trademarks of Northern Telecom

PO842627 Issue01

Welcome to

Customizing your system 1 Assisting your co-workers 2 Your Customer Service representative 2

Call Display services 3

Call Display Information 3 Call Log Message Waiting

What’s New with

Answer Timer 73

Auxiliary Ringer 13

Do Not Disturb on Busy Last Number Redial 13 Page Timeout 14 Page Tone 14 Saved Number Redial 14

Programming 15

How to do programming

Planning 15 Programming tools 17 Using the Overlay 18

The

Programming details 21

Administration overview 23

Administration headings 23

Entering Administration 25 Exiting Administration 25

Moving through Administration 26 System Speed Dial 27 Names 31

Time and date 34

Direct-Dial 37

Capabilities 38

Dialing Filters 38

display buttons 20

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DR5.1 Owner’s Handbook

Contents

Telephone (Set) abilities 43 Line abilities 51

Class of Service (COS) passwords 51

Service Modes 54

Password 58 Log Defaults 59 Call Services 60

Auto Call Info 60 Telephone (Set) Services 61 Voice Message Center telephone numbers 62 Voice Message Center lines 62

Copying settings 63

Line programming 63 Telephone programming 63 Capabilities programming 63

Programming reminders 64

telephones 65 Prime telephone 65 Page zones 65 Line Pools 65 Miscellaneous programming 65

Call Pickup Groups 66

System Speed Dial 67 Service Modes 68

Telephone features 69

Using features 70

Answering the telephone 74

What line indicators mean 76

Rings you may hear 76 Prime telephone displays 79

Call Forward 84 Call Information 87 Call Log 89 Call Park 99 Call Pickup 101 Call Queuing 104 Camp-On 105 Conference 107

DR5.1 Owner’s Handbook PO84262701

COS Password 112

Customizing your telephone 113 Dialing 120 Do Not Disturb 126

Feature programming 128

Group Listen 131

132 Hold 134 Host System Signaling 136

Host system

Line Pools 139

Line Redirection 141 Long Tones 146

Messages 147

Telephones 153 Buttons 153 Headset 155 Hearing aid compatibility 156

Wall mounting 156 Page 157 Priority Call 160 Service Modes 162 Special Telephones 164 Speed Dial 167 System features 170

Time features 175 Transfer 176

Voice Call 181

codes

136

Contents

iii

User cards 183

Glossary 205

Index 225

PO84262701 Owner’s Handbook

Contents

DR5.1 Owner’s Handbook

PO842627 01

In addition to basic telephone service, your digital key

system has many extra features that will greatly improve your office communications.

When a telephone system is first installed, it takes a bit of time to settle into using new equipment. orientation by providing straightforward features and simple

instructions. You can maximize the benefits of by selecting one

individual in your office to administer the system. This individual aids in the customization of the system and acts as a resource for co-workers by developing a broad knowledge of

Administration programming and feature operations. This Guide

serves as a reference for such an individual.

Please take the time to read this Guide. It will help you, as the person chosen to administer the system, to learn the various

tasks which you should perform.

minimizes this

Customizing your system

You play an important role in customizing to suit the organization and updating information as the off ice grows and changes.

can be customized at three levels:

Personal programming Personal programming is done by individual telephone users

who wish to personalize their

programming features and telephone numbers onto specific memory buttons.

Administration programming You do Administration programming when you want to change

various system-wide settings, as well as some specific settings

for each line or telephone.

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telephones by

Owner’s Handbook

2 /Welcome to

Configuration programming Configuration programming is usually done for you by the person

who installs the system or by your Customer Service

representative when

system-wide parameters are set up in Configuration.

is being installed. Specific

Assisting your co-workers

It is human nature to ask someone how to do something rather than read a user guide. You may be asked to demonstrate to co-workers how to select and use

prepare for that possibility:

Familiarize yourself with the procedures for using

features. Examine the components of your system,

identifying the buttons on the different types of telephones. Read the Telephone User Cards chapter of this Guide for more information on each telephone.

Familiarize yourself with the various programming reminders provided at the end of the Programming chapter of this Guide. Distribute copies of these reminders to your co-workers after filling in information such as Call Pickup

group numbers and members.

features. To help you

It is important for everyone in the office to know that you are

knowledgeable about the system and that you are available for consultation. You may wish to schedule sessions for small groups or provide individual assistance to co-workers for programming features on their

Your Customer Service representative

Ask your Customer Service representative for the service department’s telephone number, and write it down. If you have

problems with your

Service representative. If you have problems with programming

or using any of the features, first read the appropriate section of this Guide and try again before calling your Customer Service

representative.

Owner’s Handbook

equipment, telephone your Customer

telephones.

PO842627 01

Call Display services 3

Call Display services

Some public telephone companies offer Call Display services

which provide information about an incoming call. The caller’s

name, telephone number and in some cases, long distance indication, can be shown on a telephone with a display. Your

DR5 system uses this information so that you can:

view incoming call information as well as the line

name that receives the call, keep a log of incoming call information and, view an integrated display that appears when you have

received a message from either an internal

Voice Mail message from an external caller.

user or a

Note:

You can access Call Display information only if you subscribe to the services offered by your public telephone company. Contact your Customer Service

representative for more information.

Call Display Information

Call Display information may be shown on your telephone

display when you answer an incoming call. In addition to the caller’s name, telephone number and long distance indicator, if available, your that received the call.

In the case where several users share a line, only one telephone can be designated to automatically receive Call Display

information when a call is alerting on that line. If the call is transferred or camped to another telephone, the Call Display

information is automatically available to that telephone.

If a line is not administered to automatically deliver Call Display

information to a telephone, the user can invoke the Call

Information feature (see Telephone features chapter) or answer the call to view the information.

system can display the name of the line

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DR5.1 Owner’s Handbook

4 Call Display services

Depending on your requirements, Call Display information

presents several convenient options.

When a caller is identified before the call is answered, you can answer using a personal greeting. You can also prepare yourself prior to answering the call by retrieving any relevant documents, or otherwise orienting yourself to the expected discussion.

The Long Distance indicator alerts you that an incoming call

is long distance and may therefore have higher priority. If you are unable to immediately attend to an incoming call,

you can use the calling information to make a quick note. You can shorten the interruption time of a call from a

recognized person. For instance, you can quickly answer the call and let the party know that you are busy but will return the call soon.

A telephone can be programmed to first view either the

caller’s name or number or line name. For example, an

attendant might wish to see the calling number and area

code first in order to transfer the call according to sales

region. The salesperson’s telephone could display the

caller’s name first so they can answer with a personal

greeting.

DR5.1 Owner’s Handbook

PO842627 01

Call Display services 5

Call Display information allows you to answer calls on a

priority basis. For example:

If several calls are alerting at your telephone at the same time, you can request information about the calls to decide which one may be more important.

If you are already on a call, information about a second call starting to alert at your telephone can help you to decide whether to answer the second call or remain connected to the first call.

If you are in a meeting, the information associated with

an incoming call can help you determine if the call is

important enough to interrupt the meeting.

If you have several calls on hold and wish to identify the

callers, you can view the Call Display information

associated with each of the calls to help you determine

which one you will respond to first.

Programming tips

In order for the designated telephone to automatically receive Call Display information, it must be programmed to ring for incoming calls on that line.

Before programming Call Display information you may wish to consider the following:

which individual would benefit the most from automatically

receiving Call Display information on an alerting line?

how are calls routed and what information is the most

important to know before a call is answered? For instance, if certain lines are private to individuals, an attendant might wish to first view the line name to determine who the

incoming call is for.

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Owner’s Handbook

6 Call Display services

Call Log

The Call Log feature uses incoming Call Display

information to make a record of call details for follow-up. Call Log also records several other useful facts such as the time and date of the log entry, the number of repeated calls by the same caller

and which telephone answered the call if it was subsequently

rerouted and handled by someone else in the

When the volume of incoming calls exceeds the ability of

employees to handle all calls, or when staff are unavailable to answer calls, Call Log provides a convenient means of capturing information about missed calls.

When connected to a call that has Call Display information, the

feature of Call Log can be used to provide a quick and accurate means of recording the caller’s information for future use (see the Telephone features chapter for more information).

Programming tips

Call Log space can be assigned to individual telephones according to how much space you wish to allocate to each user.

system.

In order to maximize the value of Call Logs and avoid confusion for the end user and their customers, it is important to consider the following when configuring Call Log:

Application of Call Log

Does the user want to return customer calls, track the numbers of calls unanswered, keep a record of most

commonly called numbers, etc.? Who is most interested in logging calls on a particular line?

For instance, dentists working in a clinic may have an individual line assigned to them but prefer that the receptionist handle all of the calls logged on their line.

DR5.1 Owner’s Handbook

PO842627 01

Call Display services 7

We strongly recommend that you limit the number of users

logging calls for the same line, as this would be confusing. For

example, if two users are logging calls for the same line, they do

not know who the call was originally intended for, nor are both Call Logs updated when one of the users returns a customer’s

call. Potentially a customer could be called back twice. There are few situations where the same call needs to be logged

at more than one set. Recommended configuration 1

All lines appear at the Attendant Position. Incoming calls are first

answered on the Attendant’s set and then transferred to the

required destination.

The Attendant wants to track all calls unanswered on the system, during working hours and after hours. All users want to capture in their Call Log, any calls which they did not answer at their set and be able to return those calls from the log.

The Attendant Position logs

users log calls

answered

me. In this configuration the users

on all lines and the

will log calls transferred to them via intercom (l/C) from the attendant or another user, even though the administration setting

N).

Thus the entries in their Call Log are

specifically meant for them.

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Owner’s Handbook

8 Call Display services

Call Logs with an Attendant Position

Attendant’s telephone

Programming:

Attendant Position

Configuration: Administration: Line Access

(all lines to appear at to all sets, for example 10.)

the Attendant’s set) Call Services

Rinsing:

(Ring

for all tines)

Set Programming:

q (No

Set Users Administration:

Call Services

Set services

set: N

(no lines assigned)

Owner’s Handbook

Log Defaults

(assign log space

Set services

set:

(for all lines)

answered)

Set Programming:

PO842627 01

Call Display services 9

Recommended configuration 2

Each user who will log calls has an individual line appearing at their set. The users have a variety of requirements in terms of logging calls. Using can program logging capabilities specifically for their sets.

Call

Logs

with individual lines

Programming:

the users

Configuration:

Line Access

(unique line at each set)

Ringing:

(Ring

Set Programming:

all calls,

PO842627

01 DR5.1 Owner’s Handbook

Administration:

Log Defaults

to sets)

Call Services

for assigned line) Set services

(for assigned line)

q q

answered, Unanswered

(assign log space

set:

Call Display services

Recommended configuration 3 The system has lines 01 and 02 appearing on all sets. The supervisor wants to log all calls for lines 01 and 02 at his/her

set in order to analyze call traffic. Two users have been selected to return unanswered customer calls. To avoid confusion when

logging and sharing lines, one user logs N on line 01 and a second user logs N

O calls

O one answered calls on line

02. This clearly identifies who is responsible for returning calls for

each line and ensures that only one person calls the customer

back.

Call Logs with shared lines

Programming:

Configuration: Administration:

Line Access

Log Defaults

(assign log space

(lines 01 and 02 on all sets)

Rinsing:

(Ring

for lines 01 and 02) Set services

to sets)

Call Services

set: 21 (supervisor’s)

set:

(for lines 01 and 02)

Show set: 22

(for line 01)

Show sat: 23

set:

(for line 02)

DR5.1 Owner’s Handbook PO84262701

Set programming:

Call Display services 11

Set 21 Set 22 and 23

Note:

(Feature)

(NO answered

For more information, see the

This card is available in a separately orderable Call

Display Key Cap Kit. Please contact your Customer

Service representative.

Log Feature Card.

Message Waiting

Message Waiting allows you to send and receive internal messages as well as maintain a record of your messages. If you have subscribed to Voice Mail Messaging (provided by your public telephone company), and visual message waiting indication is available, Message Waiting also informs you if you have messages at your Voice Message Center and allows you to:

receive a visual indication that you have messages waiting, call your Voice Message Center to hear your messages and, clear the message waiting indication from your display.

Programming tips

In order for a telephone to use this feature, it must have a line appearance and Message Waiting must be activated for that line by your public telephone company.

It is possible for two or more telephones to share a line appearance. You must determine if one, some or all of the users

sharing a line will receive Message Waiting notification. If it is a

sub-group, such as a sales team within a company, it may be appropriate to share the feature providing that the users have an agreed upon procedure for retrieving and deleting messages.

For further information on Call Information, Call Log and

Messages, see the Telephone features chapter. Programming actions are described in further detail in the Programming chapter.

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Owner’s Handbook

12 Call Display services

DR5.1 Owner’s Handbook

PO842627 01

Answer Timer

The system allows you to administer a delay between

the last digit you dial on a device connected to an analog terminal adaptor DTMF tone from the far end analog device. Up until now there was a fixed seven-second delay. Now you can shorten or

lengthen the delay depending on the requirements of the device attached to the for example, require a three second delay.

and when the KSU is ready to receive

Facsimile machines and credit card sets,

Auxiliary Ringer

To resolve the problem of an auxiliary ringer indicating internally transferred calls, the Auxiliary ringer can be set by line and by telephone. The telephone setting when combined with the line

setting allows you to chose if the Auxiliary Ringer (if installed) will

ring when a call is sent to a specific telephone or on a specific

line. For example, an incoming call on a line programmed to yes

will ring the auxiliary ringer. Once the call is answered and

transferred within the system, the auxiliary ringer will not ring for

a call sent to a telephone that has auxiliary ringer set to no.

Do Not Disturb 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.

Last Number Redial

Up to now Last Number Redial was available for all telephones on a system wide basis. Now you can change the ability of a particular telephone to use Last Number Redial. This helps to ensure that only authorized users can view access codes or passwords.

PO842627 01

DR5.1 Owner’s Handbook

14 /What’s New with

Link Feature

You can change a telephone’s ability to use Link (a host system signaling option).

Page Tone

The tone preceding a Page Announcement up to now was always on. Now it is possible to turn the Page tone off for all

users. This is convenient if the office environment is often busy

with Page Announcements.

Page Timeout

You can now specify the amount of time required before a Page Announcement session expires. Longer announcements can be completed without having to re-page the other party. This feature enhancement appears in Configuration programming under Call Handling.

Saved Number Redial

Up to now Saved Number Redial was available for all telephones on a system wide basis. Now you can change the ability of a particular telephone to use Saved Number Redial. This helps to ensure that only authorized users can view access codes or passwords.

DR5.1 Owner’s Handbook

PO842627 01

The system comes programmed with default settings that may be

sufficient initially. Administration programming lets you change system-wide settings that probably have to be updated regularly

because of staff turnover or new business contacts. You can also assign some features to individual lines and telephones. This

provides you with real flexibility in making your telephones work together.

This chapter contains detailed procedures for programming

System Speed Dial codes, Names for lines and telephones, and Time and Date information. If you are new to Administration

programming, you may want to get comfortable with these three

procedures before attempting other procedures.

Personal programming does not follow the same procedures as

Administration programming. Personal programming allows you

to assign a particular function to some of the keys, and is unique

to each telephone. For more information on Personal

programming, see the Feature programming description in the

Telephone features chapter.

How to do programming

The system is programmed using a M7208, or M7324

Telephone. Use the buttons on the telephone to program a

setting or to request a specific programming action.

guides you step-by-step on the telephone display while you enter programming, select and change what you want, and exit programming.

Planning

Only one telephone can access Administration programming at a time. While programming a telephone, you cannot use it to make or receive calls. While you are programming, other users of the telephones, but cannot program any memory keys.

PO84262701

system may use their

Owner’s Handbook

16 Programming

Determine programming requirements

Read about the available programming settings in this chapter,

then determine how your co-workers would like the features

programmed. Get the following information:

the numbers of the installed lines,

the internal telephone numbers of installed telephones,

the telephone numbers to be programmed into System

Speed Dial,

the names for lines and telephones,

the lines and internal numbers that are subject to Line abilities and Set abilities programming,

the required Filters,

the Set Abilities to be assigned to individual telephones,

how the system should be programmed to optimize the Service Modes feature,

whether a new Administration password is required, and whether Class of Service passwords are required.

DR5.1 Owner’s Handbook PO84262701

Programming 17

Programming tools

A telephone

System programming can be performed on an M7208, M7310 or M7324 Telephone.

The Programming Overlay

The Programming is a paper cutout that labels

telephone buttons used during programming. This makes it easier for you to recognize the button that you want.

The

placed over all of the eight memory buttons. The Programming Overlay for the

top four memory buttons with indicators. The

Programming are provided at the end of this Guide.

Programming Overlay for the M7208 Telephone is

and M7324 Telephones is placed over the

The DR5.1 Programming Record

The Programming Record provides a convenient way to record what you have programmed. It also helps you to

plan your programming. Settings are grouped according to their

function.

Pages from the Record may be photocopied as necessary for programming many telephones.

The Telephone User Cards

Each telephone has a Telephone User Card that

that describes button placement and lists the most commonly

used features.

The DR5.1 Telephone Feature Card

The Telephone Feature Card lists the features that can be accessed with the

button.

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DR5.1 Owner’s Handbook

18 Programming

Using the Overlay

The indicators show which buttons can be used at a particular

programming step. The functions on these buttons allow you to move through the headings and sub-headings of programming.

moves up in the hierarchy of headings and subheadings.

moves down in the hierarchy of headings and sub-headings, or to begin programming settings

under a heading or sub-heading.

[Next]

Some of the functions identified on the Programming Overlay for

the M7208 Telephone are available on display buttons on

and M7324 Telephones. For information about the additional functions on the M7208 Telephone Overlay, see the section in this chapter entitled The

moves to the next heading, sub-heading, or

programmable setting.

moves to the previous heading, sub-heading, or programmable setting.

display buttons.

Owner’s Handbook

PO842627 01

Programming 19

Programming Overlay for the M7208 Telephone (top) and for the M7310

and M7324 Telephones (bottom)

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Owner’s Handbook

20 Programming

The display buttons

If you are programming on an or M7324 Telephone you

can perform many functions using display buttons. Depending on where you are in programming, one, two, or three display buttons

may be available at any one time. Press one of the display

buttons to select the function that you want.

---

The most common display button labels are:

changes a programmable setting.

moves the cursor one space backward (backspace) and deletes a character, allowing you to re-enter a number or letter.

copies line or telephone programming. shows the last of a displayed message longer

than 16 characters.

shows the first part of a displayed message longer

than 16 characters.

moves the cursor one position to the right when programming a name.

moves the cursor one position to the left when programming a name.

Display message Display button label

Display button

Programming instructions in this Guide refer to display buttons. If you are programming on an M7208 Telephone, use the M7208

Programming Overlay to select the button that corresponds to the referenced display button.

Owner’s Handbook

PO842627 01

Programming 21

Programming details

Entering numbers

Numbers are entered from the telephone dial pad. The

display button may be used to edit the number.

Line numbers must always be entered as a two-digit number with

a leading zero. Internal telephone numbers, also referred to as

Directory Numbers

Viewing long telephone numbers

External telephone numbers can be up to 24 digits, but the

telephone display is only 16 character spaces long. If you wish to

see a previously programmed number that is longer than 16 digits, you must do the following:

Begin, for example, with The display shows only the first 15 digits. The three dots at the end of the display indicate that more digits remain to be displayed for the external number.

To see the remaining digits, press

are always two-digits long.

To see the first 15 digits again, press

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DR5.1 Owner’s Handbook

22 Programming

Entering names

Letters and numbers can be entered as part of a name for various settings. The method of entering a name is always the same.

Begin with a setting that prompts you to enter a name. The display shows a cursor ( next character. To enter a name:

Press the button on the dial pad with the printed letter or number that you want.

Each time that you press the button, a new character is

shown on the display. For example, the button for the

number 3 has the letters D, E, and F, where: D is shown after the first press E is shown after the second press F is shown after the third press

3 is shown after the fourth press

D is shown again after the fifth press. (Letters are always shown in upper case.)

When the character that you want is displayed,

press or position. OR

If you want to correct a character entered by mistake, press (--or character that you want to correct. OR

If you want to move the cursor back and delete a character,

press

) to indicate where you can enter the

to move the cursor to the next character

until the cursor is positioned beneath the

Repeat steps 1 and 2 for the remaining characters.

DR5.1 Owner’s Handbook

PO842627 01

Administration overview 23

Administration overview

Administration programming lets you change settings for the

entire

telephones and external lines.

Pre-programmed default settings may initially be sufficient for

your needs. You can use Administration programming to customize your

settings. In this section, default options are shown in

The defaults correspond to those assigned during

installation. The option you see while programming may be different if that setting has been changed. If the display shows a line number or internal number during programming, an example

is shown in the Administration procedures.

Administration headings

Headings and sub-headings in Administration programming help you to keep track of where you are. An example of a heading is

dial

you program a System Speed Dial number, displayed as a sub-heading.

system, as well as settings for individual

system by changing these default

for programming System Speed Dial. When

bold

digits

type.

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DR5.1 Owner’s Handbook

24 /Administration overview

Administration programming has nine headings:

ADMINISTRATION CODE

Pas sword :

speed

Names

Time

Direct-Dial

Password

dial

and date

System Speed Dial

assigns a two-digit

code (01-7.0) for fast dialing of up to 70

telephone numbers from any telephone.

Names

-Itelephones by name.

Time and Date

date displayed on each

telephone.

Direct-Dial

that can be reached by dialing a single

digit. Capabilities

assigns restrictions and capabilities to Class of Service telephones, to lines and to line/telephone combinations.

Service Modes depending on the time of day.

Password controls access to Administration programming.

Log Defaults

space for all telephones in the system.

identifies external lines and

adjusts the time and

designates the telephone

defines dialing filters, line

and telephone It

(COS) passwords, to

controls how the

system responds to calls,

changes the password that

reallocates the Call Log

Call Services customizes the use of

Call Display information for telephones.

Owner’s Handbook

PO842627 01

Administration overview 25

Entering Administration

When your system is first installed, there is a default password stored in the

representative may change or clear the default password after installation. You are not prompted to enter a password as you

enter Administration for the first time if your Customer Service

representative has cleared the default password.

Release all calls on your telephone.

Enter the Administration access code:

which is the same as

If the display changes to

password that is recorded on the

Record. (The password is not shown on the display as you

enter it.)

system. Your Customer Service

Password:,

enter the Administration

Programming

If the password is correct,

dial,

and three triangular indicators are

shown on the vertical display.

OR If the password is incorrect, Check the password. Press password.

Place the Programming the buttons.

See the Password section in this chapter for information on how

to program your own password after entering Administration.

the display shows

the display does not change.

and re-enter the

Exiting Administration

stores your changes automatically as soon as you alter

any settings; you do not need to “save” your changes.

1. Press The display briefly shows

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End of

session.

DR5.1 Owner’s Handbook

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