Vertical summit, summit 800 Operation Manual

Summit & Summit 800

Feature Description & Operation
Manual

Please read this manual carefully before operating System.
Retain it for future reference.

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

Revision History

Copyright© 2014 Vertic al Communications. All Rights Reserved

This material is copyrighted by Vertical Communications. Any unauthorized reproductions, use or
disclosure of this material, or any part thereof, is strictly prohibited and is a violation of Copyright Laws.
Vertical Communications reserves the right to make changes in specifications at any time without notice.
The information furnished by Vertical Communications in this material is believed to be accurate and
reliable, but is not warranted to be true in all cases. If you are not the intended recipient, you should
destroy or retrieve this material to Vertical Communications.

iPECS is trademark of Ericsson-LG Enterprise Co. , Lt d .

All other brand and product names are trademarks or registered trademarks of their respective
companies.

SW version Issue Date DESCRIPTION OF CHANGES

1.0Fe

1.0

Feb, 2014

Initial Release

1.1.x 1.1 Feb, 2015 Update contents according to S/W integration for both Summit & Summit 800

1.2.x 1.2 Updated and Added the following features:

- Emerge ncy page

- Message Cascade

- LCR (Least Call Routing)

- Remote Control from mobile Phone

- ARS (Alternative Route Selection) for Digit conversion table

- Message Wa it Re min de r Tone

- Call park for internal call

- Unified Loop button

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Feature Description and Operation Manual Issue 1.2

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Table of Contents

1. Introduction .......................................................................... 1

1.1 Manual Application ...................................................................... 1

1.2 Manual Organization .................................................................... 1

1.3 Feature Information ..................................................................... 1

1.4 Buttons & Term Variations .......................................................... 2

2. System .................................................................................. 3

2.1 8-Digit Station Numbering Plan .................................................. 3

2.2 Account Code ............................................................................... 4

2.3 Alarm Signal/Door Bell ................................................................ 6

2.4 Authorization Codes (Password) ............................................... 8

2.5 Auto Call Recording .................................................................. 11

2.6 Auto Call Release ....................................................................... 13

2.7 Automatic Call Distribution (ACD)............................................ 14

2.7.1 ACD Caller Cont rolle d ICLID Ro utin g ................................................ 14

2.7.2 ACD Statistics Report ....................................................................... 15

2.7.3 Agents .............................................................................................. 17

2.7.3.1 Agent Auto Connect/Zap Tone ............................................................ 17

2.7.3.2 Agent Automatic Wrap-Up .................................................................. 18

2.7.3.3 Agent Help Request ........................................................................... 19

2.7.3.4 Agent Id Login/Logout ......................................................................... 20

2.7.3.5 Agent On/Off Duty w/Reason Code ..................................................... 23

2.7.3.6 Agent Queued Calls Display ............................................................... 25

2.7.4 Announcements ................................................................................ 27

2.7.5 Auto ACD DND Unavailable Service ................................................. 29

2.7.6 Calls-In-Queue rout ing ...................................................................... 30

2.7.7 Calls-In-Queue Page Alert ................................................................ 31

2.7.8 Event Messages ............................................................................... 33

2.7.9 Group Mail Box ................................................................................. 34

2.7.10 Group Name ..................................................................................... 35

2.7.11 Incoming Call Routing ....................................................................... 36

2.7.12 Supervisors ....................................................................................... 37

2.7.12.1 Agent Call Monitor .............................................................................. 37

2.7.12.2 Agent Status Control........................................................................... 39

2.7.12.3 Group Status Display .......................................................................... 40

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2.7.12.4 Group Parameter Co ntrol .................................................................... 42

2.7.12.5 Supervisor Help Response ................................................................. 43

2.7.12.6 Supervisor Login/Logout ..................................................................... 45

2.8 Auto Called Number Redial (ACNR) ......................................... 47

2.9 Automatic Pause Insertion ........................................................ 49

2.10 Automatic Privacy ...................................................................... 50

2.11 Auto Service Mode Control ....................................................... 51

2.12 Automatic System Daylight Saving Time ................................ 53

2.13 Automatic Time Synchronization ............................................. 54

2.14 Call Duration Warning Tone ...................................................... 55

2.15 Call Forward ............................................................................... 56

2.16 Call Forward, Preset .................................................................. 60

2.17 Call Park ...................................................................................... 62

2.18 Call Pick-Up ................................................................................ 63

2.18.1 Directed Call Pick-Up ........................................................................ 63

2.18.2 Group Call Pick-Up ........................................................................... 64

2.18.3 Pick Up Group Call Pick-Up .............................................................. 65

2.19 Call Re-Routing (CRR) ............................................................... 67

2.20 Call Transfer ............................................................................... 68

2.20.1 Call Transfer, Outside Line ................................................................ 68

2.20.2 Call Trans f er, Station......................................................................... 69

2.20.3 Call Trans f er, System Announcement ............................................... 71

2.20.4 Call Transfe r, Voice Mail ................................................................... 72

2.21 Call Waiting/Camp-On ............................................................... 74

2.22 Conference ................................................................................. 75

2.22.1 Conf er e nce Group ............................................................................ 75

2.22.2 Conference Member View & Delete .................................................. 78

2.22.3 Conf er e nce Room ............................................................................. 79

2.22.4 Multi-Party Conference...................................................................... 81

2.22.5 Unsupervised Conference ................................................................. 82

2.23 Customer Site Name .................................................................. 84

2.24 Data Line Security ...................................................................... 85

2.25 Delayed Line Ring ...................................................................... 86

2.26 Delayed Auto Attendant ............................................................ 87

2.26.1 DISA Incoming Line-Russia- ............................................................. 87

2.26.2 Normal Line Ring Assignment ........................................................... 88

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2.27 Diagnostics & Maintenance ...................................................... 89

2.28 Dial-by-Name .............................................................................. 90

2.29 Dial Pulse to Tone Switchover .................................................. 92

2.30 Dialing Restrictions ................................................................... 93

2.30.1 Class of Service ................................................................................ 93

2.30.2 Day/Timed & Night Station COS (Class of Ser vice) ........................... 96

2.30.3 Tempo r a ry Statio n CO S (Class of Ser vice)/Lock ............................... 97

2.30.4 Walking COS (Class of Service) ...................................................... 100

2.31 Digit Conversion ...................................................................... 102

2.32 Alternative Route Selection(ARS) for Digit conversion table104

2.33 Differential Ring ....................................................................... 105

2.34 DND (Do Not Disturb) .............................................................. 107

2.35 Door Open ................................................................................ 108

2.36 Emergency Call Service .......................................................... 110

2.36.1 Em erge nc y Ca ll ............................................................................... 110

2.36.2 Emergenc y Call Ca lle r -Location Support ......................................... 111

2.36.3 Emergenc y Call –B omb Threat History............................................ 113

2.36.4 Emergency Mailbox......................................................................... 114

2.36.5 Emergency Call Monitor .................................................................. 115

2.37 Executive/Secretary Forward .................................................. 116

2.38 External Auto Attendant/Voice Mail ....................................... 118

2.38.1 AA/VM Group .................................................................................. 118

2.38.2 In-band (DTMF) AA/VM Signaling ................................................... 119

2.38.3 SMDI (Simplified Message Desk Interface) AA/VM Signaling .......... 120

2.38.4 Voice Mailbox Translation ............................................................... 122

2.39 Flexible Numbering Plan ......................................................... 124

2.40 Forced Disconnect Intrusion .................................................. 125

2.41 Green Power Save ................................................................... 126

2.42 Headset Compatibility ............................................................. 127

2.43 Hold ........................................................................................... 129

2.43.1 Automatic Hold ................................................................................ 129

2.43.2 Hold Preference .............................................................................. 130

2.43.3 Hold Recall ..................................................................................... 131

2.43.4 Exclusive Hold ................................................................................ 132

2.43.5 System Hold ................................................................................... 133

2.44 Hot Desk ................................................................................... 135

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2.45 ICLID Call Routing ................................................................... 137

2.46 In-Room Indication .................................................................. 139

2.47 Integrated Auto Attendant/Voice Mail .................................... 140

2.47.1 Integrated AA/VM Overview ............................................................ 140

2.47.2 Integrated Auto Attend ant ............................................................... 141

2.47.2.1 Company Directory ........................................................................... 144

2.47.2.2 Remote Announcement Record ing ................................................... 145

2.47.3 Integrated Voice Mail ...................................................................... 146

2.47.3.1 Administrator Mailbox ....................................................................... 146

2.47.3.2 Announce Only Mailbox .................................................................... 148

2.47.3.3 Call Forward from VM ....................................................................... 148

2.47.3.4 Distribution Lists ............................................................................... 149

2.47.3.5 E-Mail Notification ............................................................................. 150

2.47.3.6 Mark a Message as Private............................................................... 151

2.47.3.7 Mark a Message for Delivery Confirmation ........................................ 152

2.47.3.8 Message Cascade ............................................................................ 153

2.47.3.9 Message Retrieval ............................................................................ 154

2.47.3.10 Message Retrieval Options ............................................................... 157

2.47.3.11 Message Storage ............................................................................. 159

2.47.3.12 Outbound Message Notification ........................................................ 160

2.47.3.13 Personal CCR/User Greeting DISA ................................................... 162

2.47.3.14 Remo te Mes sage Retrieval ............................................................... 163

2.47.3.15 Send a Message .............................................................................. 164

2.47.3.16 Voice Mail Class of Service ............................................................... 165

2.47.3.17 Voice Mailbox Settings...................................................................... 166

2.47.4 System Voice Memo ....................................................................... 167

2.48 IP Bridge Mode ......................................................................... 169

2.49 IP FAX Relay, T.38 Support ..................................................... 170

2.50 IP Sy stem DECT ....................................................................... 171

2.51 IP TRANS-CODING................................................................... 172

2.52 IP TRUNKING ............................................................................ 173

2.52.1 H.323 v4 Service ............................................................................. 173

2.53 LBC (Loud Bell Control) .......................................................... 175

2.54 LCR (Least Cost Routing) ....................................................... 176

2.55 Linked Station Pairs ................................................................ 178

2.56 LNR (Last Number Redial) ...................................................... 180

2.57 Mobile Extension ..................................................................... 182

2.58 MOH (Music-On-Hold) .............................................................. 184

2.59 Multiple Language Support ..................................................... 186

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2.60 Multiple Voice Mailbox Support .............................................. 188

2.61 Network Security & Priority .................................................... 189

2.62 Outside Call Redirect ............................................................... 190

2.63 Outside Call Time Restriction ................................................. 191

2.64 Outside Line Access ................................................................ 192

2.65 Outside Line Queuing .............................................................. 194

2.66 Personal Groups ...................................................................... 196

2.67 PPP over MODU ....................................................................... 197

2.68 Pre-Defined & Custom Text Display Messages .................... 198

2.69 Prefix Dialing Table .................................................................. 202

2.70 Prepaid Call .............................................................................. 203

2.71 Remote Control from Mobile Phone ....................................... 204

2.72 Ringing Line Preference .......................................................... 206

2.73 Speed Dial ................................................................................. 207

2.73.1 Display Security .............................................................................. 207

2.73.2 Speed Dial Pause Insertion ............................................................. 208

2.73.3 Station Speed Dial .......................................................................... 209

2.73.4 System Speed Dial.......................................................................... 212

2.73.5 System Speed Zone (Groups) ......................................................... 215

2.74 Station Call Coverage .............................................................. 216

2.75 Station Groups ......................................................................... 218

2.76 SMDR (Station Message Detail Recording) ........................... 222

2.76.1 Call Cost D isplay ............................................................................. 222

2.76.2 Lost Call Recording ......................................................................... 224

2.76.3 SMDR Call Records ........................................................................ 226

2.77 System Administration ............................................................ 229

2.77.1 Keyset Administration ..................................................................... 229

2.77.2 Multi-Level Admin Access ............................................................... 230

2.77.3 Web Administration ......................................................................... 231

2.78 System Alarm Notification Control ........................................ 233

2.79 System Networking .................................................................. 235

2.79.1 Centralized Control T-NET .............................................................. 235

2.79.2 Distributed Control Network............................................................. 236

2.79.2.1 Net Intercom Call .............................................................................. 237

2.79.2.2 Net Call Transfer .............................................................................. 239

2.79.2.3 Net Call Iden tification Servi c e ........................................................... 241

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2.79.2.4 Network Call back (Call Completion) ................................................. 241

2.79.2.5 Net Call Camp -On ( Call Offer) .......................................................... 242

2.79.2.6 Net Conference ................................................................................ 244

2.79.2.7 Net Station Message Waiting ............................................................ 245

2.79.2.8 Net Call Forward............................................................................... 247

2.79.2.9 CO Transit-In .................................................................................... 249

2.79.2.10 CO Transit-Out ................................................................................. 250

2.79.2.11 BLF Presentation .............................................................................. 252

2.79.2.12 Attendant Call (CAS) ........................................................................ 253

2.79.2.13 Centralized Voice Mail ...................................................................... 254

2.79.2.14 Networked System Paging ................................................................ 255

2.80 Traffic Analysis ........................................................................ 257

2.80.1 Traffic Analysis, Attendant ............................................................... 259

2.80.2 Traffic Analysis, Call Reports .......................................................... 261

2.80.3 Traffic Analysis, H/W Usa ge ............................................................ 262

2.80.4 Traffic Analysis, Line Reports .......................................................... 263

2.81 System Scenario Call Routing ................................................ 265

2.82 Universal Night Answer (UNA) ............................................... 267

2.83 Wake-Up Alarm, Enhanced ..................................................... 268

2.84 Wake-up Alarm, Standard ....................................................... 271

2.85 Web Call Back .......................................................................... 273

2.86 Zone Management ................................................................... 274

2.86.1 Holiday Assignment ........................................................................ 274

2.86.2 Inter Zone Connection Limit ............................................................ 275

2.86.3 Remote Devices .............................................................................. 276

2.86.4 Zone Outgoing Call Connection Limit .............................................. 277

3. Intercom ........................................................................... 278

3.1 Barge In ..................................................................................... 278

3.2 Direct Station Selection/Busy Lamp Field (DSS/BLF) .......... 280

3.3 Intercom (ICM) Call .................................................................. 281

3.4 Intercom Call Hold ................................................................... 283

3.5 Intercom Caller Controlled Signaling ..................................... 284

3.6 Intercom Lock-Out ................................................................... 285

3.7 Intercom Step Call ................................................................... 286

3.8 Intercom Tenancy Group ........................................................ 287

3.9 Intercom Transfer .................................................................... 289

3.10 Message Wait/Call Back .......................................................... 291

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3.10.1 CLI Message Wait ........................................................................... 291

3.10.2 Message Wait Reminder Tone ........................................................ 294

3.10.3 Short Message Service (SMS) ........................................................ 295

3.10.4 Station Message Wait/Call Back ..................................................... 298

3.11 Paging ....................................................................................... 301

3.11.1 Internal/External & All Call Page...................................................... 301

3.11.2 Meet Me Page................................................................................. 304

3.11.3 SOS Paging .................................................................................... 305

3.12 Push to Talk Paging ................................................................. 306

3.13 Emergency page ...................................................................... 308

4. Outside (CO/IP) lines ........................................................ 309

4.1 Auto Fault Detection and Recovery ....................................... 309

4.2 Caller ID Mode .......................................................................... 310

4.3 CO Line Flash ........................................................................... 311

4.4 CO Line Release Guard Time .................................................. 312

4.5 CO Line Ring Detect ................................................................ 313

4.6 Dial Pulse Signaling ................................................................. 314

4.7 Direct Inward Dialing (DID) ...................................................... 315

4.8 DID Line Digit Conversion ....................................................... 317

4.9 Direct Inward System Access (DISA) ..................................... 318

4.10 DTMF Signaling ........................................................................ 320

4.11 IP Address Dialing ................................................................... 321

4.12 IP Trunking ............................................................................... 322

4.12.1 H.323 v4 Service ............................................................................. 322

4.12.2 SIP Trunk Service ........................................................................... 323

4.13 IP WAN Dialing after Answer .................................................. 325

4.14 ISDN (Integrated Service Digital Network) ............................. 326

4.14.1 Calling/Called Party Identification .................................................... 326

4.14.2 ISDN AOC (A dv i ce of C ha r ge ) ........................................................ 328

4.14.3 Keypad Facili t y ................................................................................ 329

4.14.4 Multiple Subscriber Number (MSN) ................................................. 330

4.15 ISDN Supplementary Services ................................................ 332

4.15.1 ISDN Call Deflection ....................................................................... 332

4.15.2 ISDN Malicious Call ID Request ...................................................... 333

4.16 Line Monitor ............................................................................. 335

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4.17 Multiple Calling Line ID ........................................................... 336

4.18 Outside Line Groups ............................................................... 338

4.19 Outside Line Preset Forward .................................................. 339

4.20 Outside Line Ring Assignment ............................................... 340

4.21 Private Line ............................................................................... 341

5. iPECS phone .................................................................... 342

5.1 Answering Machine Emulation ............................................... 342

5.2 Auto Release of [SPEAKER] ................................................... 344

5.3 Automatic Speaker Select ....................................................... 345

5.4 Background Music (BGM) ....................................................... 346

5.5 Call Log Display ....................................................................... 348

5.6 Call Profile Routing .................................................................. 349

5.7 Call Wait for Internal & External calls .................................... 351

5.8 DND – One-Time DND .............................................................. 356

5.9 Flex Button Direct Speed Dial Assignment ........................... 358

5.10 Flexible LED Flash Rates ........................................................ 359

5.11 Group Listening ....................................................................... 360

5.12 Intercom Signaling Mode ........................................................ 361

5.13 Microphone Mute ..................................................................... 362

5.14 Off-Hook Signaling .................................................................. 363

5.15 On-Hook Dialing ....................................................................... 364

5.16 Outside Line Name Display ..................................................... 365

5.17 Prime Line Immediate/Delayed ............................................... 366

5.18 Ring Tone Selection and Download ....................................... 368

5.19 Save Number Redial (SNR) ..................................................... 369

5.20 Serial DSS/BLF Console .......................................................... 370

5.21 Silent Text Message ................................................................. 372

5.22 Speakerphone .......................................................................... 373

5.23 Station Flexible Buttons .......................................................... 374

5.24 Station Individual Call Routing (ICR) ..................................... 376

5.25 Station User Programming & Codes ...................................... 378

5.26 Two-Way Record ...................................................................... 384

5.27 Voice Over ................................................................................ 386

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6. Attendants ........................................................................ 388

6.1 Alternate Attendant .................................................................. 388

6.2 Attendant Call & Call Queuing ................................................ 390

6.3 Attendant Positions ................................................................. 391

6.4 Attendant Recall ....................................................................... 392

6.5 Attendant Station User Program Codes ................................ 393

6.6 Call Forward, Attendant .......................................................... 397

6.7 Call Forward, Off-Net ............................................................... 398

6.8 Day/Night/Timed/Scenario Ring Mode ................................... 400

6.9 DSS/BLF Consoles .................................................................. 402

6.10 Disable Outgoing Line Access ............................................... 404

6.11 DND Override ........................................................................... 405

6.12 Emergency Call Attendant Alert ............................................. 406

6.13 Feature Cancel ......................................................................... 408

6.14 IP-Attendant .............................................................................. 409

6.15 Intrusion .................................................................................... 410

6.16 LCD Display Format Control ................................................... 411

6.17 System Clock Set ..................................................................... 412

7. SLT (Single Line Telephone) ........................................... 414

7.1 Broker Call ................................................................................ 414

7.2 Howler Tone ............................................................................. 416

7.3 SLT Flash Mode ....................................................................... 417

7.4 SLT Message Wait Indication ................................................. 418

7.5 SLT Name Entry ....................................................................... 419

7.6 Transfer CLI to SLT .................................................................. 420

8. SIP extension ................................................................... 421

8.1 SIP Phone Support .................................................................. 421

8.2 SIP Phone Provisioning, Ericsson-LG Enterprise Phones .. 424

8.3 SIP Virtual Mobile Extension .................................................. 426

9. iPECS UCS Client ............................................................. 427

9.1 iPECS UCS Premium & Standard Client Support ................. 427

9.2 Call Control with UC Clien t ..................................................... 428

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Feature Description and Operation Manual Issue 1.2

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1. INTRODUCTION

1.1 Manual Application

This document provides detailed information covering description and operation of the
numerous f e at ur es avai l a bl e in the Vertical Summit Release system software. T he do cu m e nt is
written assu m ing the syst em em ploys the defa ul t-numbering pl an for N or th Am er i ca.

1.2 Manual Organization

Features ar e ar r an ged alpha beti cally in nine (9) di ffer ent major gr ou pi n gs as fol low s:

 Section 1 Introduction
 Secti on 2 System Features
 Section 3 Intercom Features
 Secti on 4 CO /I P lines
 Secti on 5 iPEC S IP & LD P Ph on es
 Secti on 6 Att endant
 Secti on 7 SLT
 Secti on 8 SI P Ext en sion

1.3 Feature Information

Each secti o n is an al p habetical list i n g o f fea tures with the descripti o n and operati on of each.
The structure is divided into 6 parts as below:

 Description: explains the nature of the fea t ur e .
 Operation: gives detailed step-by-step oper ation of the feat ur e for Ericsson-LG

Enterprise phones (LDP digital and LIP IP phones) and SLTs. In some cases a
Flexible button on the Ericsson-LG Enterpr ise phones can be assigned to activate the
feature. In this case, the user entries to assign the button are provided.

 Conditions: explains known feature interactions and constraints related to the

feature.

 Programming: lists database entries that may be required for proper feature

operation. This lists are related to Station Admin programming on Summit
Administration and Programming manual. Reg ar ding WEB admin, you direct l y
access to the web admin and check the programming.

 Reference: lists related topical information to aid in understanding the feature.
 Hardware: lists har dware required for proper feat ur e operation.

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Feature Description and Operation Manual Issue 1.2

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1.4 Buttons & Term Variations

The Summit supports proprietary digital and IP phones. The proprietary models include the LDP­7000 series, LDP-9000 series, LIP- 7000 series, LIP-8000/8000E series, and LIP-9000 Series.
Each series employs similar but slightly different designations for the buttons. Details of the
buttons on your phone are provided in the User Guide. For the purposes of this manual, several
of the designations may be used. For example, the button to handle messages is called either
[MSG], [CALL BK], or [MESSAGE/CALLBACK]. Note the fixed button names are enclosed in
brackets ‘[ ]’ and Flex buttons are enclosed in braces ‘{ }’. In addition, some buttons have dual
functions; the [HOLD/SAVE] button places your active call on hold and stores entries you make
when assigning Flex buttons.

The description, operation and conditions attempt to use common terms such as “Voice Mail” or
“outside Line” so that a novice installer can understand the contents. The Programming and
Hard ware secti ons however em ploy terms specific to the Summit as used in the respective
manual such as “VSF” (used for voice mail) and “CO/IP lines” for outside Lines.

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Feature Description and Operation Manual Issue 1.2

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2. SYSTEM

2.1 8-Digit Station Numbering Plan

Description

The system supports Station Numbering Plans from two to eight digits. The Station number
consists of a Prefix and suffix called Add Digits. A Prefix digit string can be any four digits that do
not conflict with the system Flexible Numbering Plan used for feature codes. This fixed digit string
is added to the Add Digits string, which can be 2 to 4 digits in length, to uniquely identify each
Station.

Operation

System

Operation of the 8 -digit Station Numbering Plan is automatic when configured

Conditions

1. The system employs the complete Station number, 2 to 8 digits, when sending
messages to an external device such as an adjunct Voice Mail and TAPI device such
as ez-Atten d ant. It is the responsibility of the 3

rd

party software to support the defined

Station Numbering Plan.

2. The 8-digit numbering is configured in the 8-Digit Table (PGM 238).

Programming

Keyset Admin.

System ID

Prefix Usage (PGM 238)

8-Di gi t Table (PGM 238)

Web Admin.

SYSTEM ID &

NUMBERING PLANS

8 Digit Extension Table8 Digit String, Add Digit-

Related Features

 Station Numbering Plan

Hardware

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Feature Description and Operation Manual Issue 1.2

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2.2 Account Code

Description

You may allow tracking of specific calls by entering a non-verified variable length (up to 12 digits)
identifier for a call. The identifier or “Account Code” is output as part of the Station Message
Detail Record (SMDR) for the call as discussed in Section 2.75. This is often used to allocate
call costs to a specific account or client.

Operation

iPEC S IP & LDP Phon es
To assign a Flex button for {ACCOUNT CODE} operation:

[TRANS/PGM] + {FLEX} + [TRANS/PGM] + “84” + [HOLD/SAVE]

To assign a Flex button for {ONE-TOUCH ACCOUNT CODE} operation:

[TRANS/PGM] + {FLEX} + [TRANS/PGM] + “84” + Account cod e (u p to 12 di gi ts) +
[HOLD/SAVE]

To enter an Account Code using an {ACCOUNT CODE} button prior to placing a call:

1. Lift the handset.

2. Press the {ACCO UNT CODE} button.

3. Dial the Account Code (up to 12 digit s) .

4. Press “*”, Intercom dial tone is heard.

5. Place the outside call as normal.
Or,

1. Lift the handset or press the [SPEAKER] button.

2. Press the {ONE-TOUCH ACCOUNT CODE} button.

3. Place the outside call as normal.

To enter an Account Code using an {ACCOUNT CODE} button during a call:

1. Press the {ACCO UNT CODE} button.

2. Dial the Account Code (up to 12 digit s) .

3. Press “*”.
Or,
Press th e {ONE-TOUCH ACCOUNT CODE} button.

SLT

To enter an Account Code prior to placing a call:

1. Lift the handset.

2. Dial the Flex Numbering Plan code “550”.

3. Dial the Account Code (up to 12 digit s) .

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Feature Description and Operation Manual Issue 1.2

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4. Press “*”.

5. Place the outside call as normal.

To enter an Account Code during a call:

1. Momentarily press the Hook-switch.

2. Dial the Flex Numbering Plan code “550”.

3. Dial the Account Code (up to 12 digit s) .

4. Press “*”.

Conditions

1. When entering an Account Code during a call, DTMF digits are transmitted to the
connected party.

2. A maximum of 1000 {ONE-TOUCH ACCOUN T CODE} but tons may be assigned in
the system.

3. If an Authorization Code is entered as the Account Code, the SMDR record will show
the station number or the index number for a System Authorization Code rather than
the user entered Authorization Code.

4. If the Forced SMDR Account Code attribute of the station is enabled, you must enter
an Account Code prior to placing an outgoing call.

Programming

Keyset Admin.

NUMBERING

Flexible Numbering Plan (PGM 106-Button 8)

STATION

Forced SMDR Account Code (PGM 113-Button 24-21)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan SMDR Account Code Enter

STATION D ATA

Common Attributes Forced SMDR Account Code

Related Features

 Authorization Codes (Password)
 SMDR (Station Message Detail Recording)
 Station Flexible Buttons

Hardware

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Feature Description and Operation Manual Issue 1.2

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2.3 Alarm Signal/Door Bell

Description

The system can be configured to recognize the status of an external contact (normally open or
closed). The system will signal assigned iPECS IP and LDP Phones when the contact activates.
This capability is commonly employed to provide remote Alarm or Door Bell signals a user.

Assigned stations receive the Alarm Signal, either a single tone burst repeated at 1-minute
intervals or a continuous tone. The Alarm Signal may be terminated at the phone by dialing the
Alarm Stop code or, if assigned, pressing the {ALARM STOP} button. To rearm the Alarm
function, the alarm condition must be cleared and the Alarm signal terminated.

When used as a Door Bell, assigned iPECS IP and LDP Phones receive a single tone burst each
time the external contact is activated and no reset is required.

Operation

System

At detection of contact operation, the Alarm/Door Bell signal is sent to assigned stations.

iPEC S IP & LDP Phon es
To assign a Flex button as an {ALARM STOP} button to terminate the Alarm Signal:

[TRANS/PGM] + {FLEX} + “565” + [HOLD/SAVE]

To terminate an Alarm Si gn al , while idle:

1. Dial the Flex Numbering Plan code “565”, confirmation tone is received and the Alarm
Signal is terminated. If the alarm condition is cleared, the system will automatically rearm
the alarm monitoring.

Or, Press the {ALARM STOP} button.

Conditions

1. The Alarm contacts must be “dry”, no voltage or current source connected.

2. Only iPE CS IP and LDP Phones may be assigned to receive Alarm/Door Bell signals .

3. The LCD of phones assigned to receive Alarm/Door Bell signals will show “ALARM” or
“DOOR BELL” as appropriate.

4. The Alarm Stop code is also employed to terminate alarm signals from digital and IP
trunk alarms.

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Feature Description and Operation Manual Issue 1.2

7

Programming

Keyset Admin.

SYSTEM

Alarm Enable (PGM 163-Button 1)

Alarm Contact Type (PGM 163-Button 2)

Alarm/Doorbell Mode (PGM 163-Button 3)

Alarm Signal Mode (PGM 163-Button 4)

STATION

Alarm/Door Bell Attribute (PGM 113-Button 8)

Web Admin.

SYSTEM DATA Alarm Attributes Alarm Enable, Alarm Contact Type,

Alarm/Doorbell Mode, Alarm Signal Mode

STATION D ATA

Common Attributes Alarm/Door Bell Attribute

Related Features

 Door Open

Hardware

 iPECS IP or LDP Phone
 Alarm or Doorbell input contact, refer to the Summit Hardware Description &

Installation Manual to install.

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Feature Description and Operation Manual Issue 1.2

8

2.4 Au tho ri zation Codes (Password)

Description

Authorization Codes provide a means to control access to Voic e Mail, Off Premise Call Forward,
Walking COS (Class of Service), or DISA and may be required for outgoing outside Line or LCR
access based on configuration of the Summit system database. When you dial an Authorization
Code that matches an Authorization Code stored in the database, the system invokes the Station
COS (Class of Service) or the COS (Class of Service) assigned to Authorization code. Each
Authorization code has separate Day/Night mode COS (Class of Service) assignments.

There are two types of Authorization Codes, Station and System. A Station Authorization Code is
specifically related to a given station and intended for a single user. The System Authorization
Codes are intended for use by any station in the system.

The Station Authorization Codes includes the associated station number and the assigned code.
The structure of the System Authorization code can be set as either “*”, or “*” the Authorization
table index and the code digits. The later allows duplicate codes to be employed using entry of
table index to provide a unique identification of the entry.

The Administrator and Attendants are permitted to assign any Authorization code including codes
for another station. Normal users may only assign the Station Authorization code for the specific
station.

Operation

iPEC S IP & LDP Phon es

To assign a Station Authorization Code:

1. Press the [TRANS/PGM] button.

2. Dial “33”, the Authorization Program Code.

3. Dial the Station number.

4. Dial the Authorization Code (1 to 12 digits).

5. Press the [HOLD/SAVE] button.

To enter an Authorization Code when second dial tone is received:

1. Dial the Station number for the Station Authorization code or, for a System Authorization
Code, dial “*” or “*” and the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Place your call as normal.

SLT

To assign a Station Authorization code:

1. Lift the handset.

2. Dial SLT Program Mode Entry code “561”.

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Feature Description and Operation Manual Issue 1.2

9

3. Dial Authorization Program Code “33”.

4. Dial Authorization Code (1 to 12 digits).

5. Momentarily press the Hook-switch, receive confirmation tone.

To enter an Authorization Code when second dial tone is received;

1. Dial the station number for the Station Authorization code or, for a System Authorization
Code, dial “*” or “*” and the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Momentarily press the Hook-switch.

4. Place your call as normal.

DISA

To enter an Authorization Code when second dial tone is received:

1. Dial the station number for a Station Authorization code or, for a System code, “*” or “*” and
the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Place cal l as normal.

System Attendant

To assign an Authorization Code:

1. Press the [TRANS/PGM] button.

2. Dial Attendant Station Program code “031”.

3. Dial the Station number of a Station code or, for system code, “*” or “*” and the
Authorization table index.

4. Dial the corresponding Author ization Code.

5. Press the [HOLD/SAVE] button.

Conditions

1. When an outside DISA Line is marked for Authorization Code entry, the caller will hear
fast busy tone and must input a valid Authorization Code to continue. In case of an
entry error, the caller may retry entry of the code.

2. A DISA caller must enter a valid code within the number of attempts assigned as the
FAC (Forced Account Code) Retry Count. The station, if enabled, is placed to COS

(Class of Service) 7 after repeated failure attempts.

3. A user may enter an Authorization Code from any station to place an outside call using
Walking COS (Class of Service).

4. The Summit (Summit 800) system provides memory for up to 500 (2400) Authorization
codes, 140 (1200) for station codes and the remaining 360 (1200) are system codes.

5. Outside Line groups may be configured to require entry of a valid Authorization Code.
In this case, a second dial tone is provided when the Line group is accessed. If the

code entered is invalid, error tone is returned and the user m ust ent er a valid code
within the FAC Retry Count.

6. If the Check Password option is enabled in the LCR database, when dialed digits

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Feature Description and Operation Manual Issue 1.2

10

match the LDT table digits, the system will send second dial tone to request that you
input a valid Authorization code.

7. An Authorization code may include any dial pad digit except “*” and “#”.

8. Duplicate or conflicting System Authorization codes are not allowed when using the “*”
and code operation. For example, code “*1234” conflicts with code “*123” and cannot
be recognized as a unique code. Since the index operation employs the Table index
and the station number forms part of the Station code, codes cannot be duplicated and
conflicts will not occur.

9. Use of Authorization codes varies based on the system Nation Code. In some regions,
particularly the US and UK, a System Authorization code may be required for DISA
access. Entering a Station code on a DISA line will fail in these areas. In other regions,
a System Authorization code can be used with Walking COS (Class of Service).

10. The system can be configured to require an End of Entry code or simply “End Code”. If
“End Code” is enabled, you must enter “#” after entry of the Authorization code.

Programming

Keyset Admin.

STATION Station Account (PGM 112-Button 19)

CO/IP Group Authorization (PGM 141-Button 8)

DISA Authorization Code (PGM 142-Button 5)

SYSTEM DISA Retry Counter (PGM 160-Button 5)

AUTH Retry Count (PGM 160-Button 16)
Old Auth Code Usage (PGM 161-Button 16)

COS (Class of Service) 7 When Auth fails (PGM 161-Button 17)

End code(#) usage in System Auth Code (PGM 160 – Button 24-2)

TABLES LCR Check P assword (PGM 2 21 -Button 6)

Station Authorization Code Table (PGM 227)

Web Admin.

STATION D ATA

Common Attributes Station Account

CO L INE DATA Common Attributes CO/IP Group Authorization, DISA Account

Code

SYSTEM DATA System Attributes DISA Retry Count, AUTH Retry Count, Simple

Auth Code Usage, COS 7 When Auth Fail,

End Code(#) usage in System Auth Code

T ABLES DATA LCR LDT (Leading Digit Table)Check Password

Station& System Authorization Code Tables

Related Features

 Account Code
 Auto Service Mode Control
 Direct Inward System Access (DISA)
 Outside Line Groups

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Feature Description and Operation Manual Issue 1.2

11

 Outsi de Line Access
 Temporary Station COS (Class of Service)/Lock
 Walking COS (Class of Service)
 Call Forward
 Station User Progr am m i ng & Co de s

Hardware

2.5 Auto Call Recording

Description

Your iPECS IP or LDP Phone can be configured to automatically record calls to a Voice Mailbox
or the hard disk drive of UCS Client soft phone. The type of calls recorded can be set as None,
All calls or outside Line calls only.

When recorded to a mailbox, you manage the recording through your Voice Mailbox. For
recordings to UCS Client, recordings are managed directly by UCS Client with the ability to listen
to, d elete or send the recording to others via e-mail.

Operation

Recordi ng of ca l ls i s automatic wh en assigned.
To manage the recordings, use the procedures outlined in UCS Client User Guide.

Conditions

1. UCS Client can record one call at a time and must be idle. While recording, if UCS
Client pl a ces or receives a call , recording ter minates.

2. When call recording begins, you and the connected party will receive a Call Recording
confirmation tone.

3. UCS Client used for recording must be operating in a ‘Local’ mode not remote.

Programming

Keyset Admin.

STATION Two-way Record Privilege (PGM 112-Btn11)

Auto Call Recording (PGM 112-Button 20)

Call Recording Destination (PGM 112-Button 21)

Web Admin.

STATION D ATA

Station Voice Mail Attributes Two-Way Reco rd, Aut o Talk

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

12

Recording Option, Auto Talk Recording Destination

CO L INE DATA

Common Attributes Auto Call Recording Destination

SYSTEM DATA System AttributesRecord Warning Tone

System Timers Record Warning Repeat Timer

T ABLES DATA

IPCR Agent Table

Related Features

 iPECS IP or LDP Phone, PC with UCS Client, or Recording server

Hardware

 iPECS IP or LDP Phone, or PC with UCS Client

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

13

2.6 Auto Call Release

Description

Outside or intercom calls (except Hands-free Answerback), will be released automatically if you
do not complete dialing or, for intercom calls, the called party does not answer after a pre­determined time.

Operation

System

Auto Call Release of Intercom calls:

1. If you place an intercom call and the called station does not answer in the Intercom Call
Release Time, the call is terminated and you will receive error tone.

Auto Call Release of outside calls:

1. If you seize an idle Line and do not dial within the Automatic Release Time, the call is
terminated and you will receive error tone.

Conditions

1. If the Automatic Call Release Timer is set to “0”, Auto Call Release is disabled.

2. When the handset is used to place a call, you will receive error tone for 30 seconds
followed by 30 seconds of Howler tone and the station is placed in a fault mode. If on­hook dialing is used, you receive error tone for one (1) second and the phone returns
to idle automatically.

Programming

Keyset Admin.

STATION

Howling Tone to Station (PGM 111-Button 5)

SYSTEM CO Call Automatic R elease Tim er (PGM 180-Button 12)

STA Call Autom atic Release Timer (PGM 1 8 2-Button 4)

Web Admin.

STATION D ATA

Terminal Attributes Howling Tone to Station

SYSTEM DATA System Timers Automatic CO Release Timer, Station Auto

Rele a se Timer, In ter-dig it Tim er

Related Features

 Howler Tone

Hardware

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

14

2.7 Au tomatic Call Distribution (ACD)

Description

iPECS ACD incorporates flexible incoming call routing, real-time agent monitoring and
supervision, and call record statistics as well as ACD Event messages for management reporting.

Calls route to an ACD group directly or otherwise including via call transfer, CCR and ICLID
routing. The caller may receive announcements then route to an available agent. When no agent
is available, calls queue to the group awaiting a free agent. Should t he call Overflow based on
number of queued calls or queued duration, the call can be routed to an alternate destination.

2.7.1 ACD Caller Controlled ICLID Routing

Description

With Caller Controlled ICLID enabled for the ACD Group, at any time during or within 5 seconds
after a Guaranteed Announcement, the system will monitor for digits dialed by the caller.
Received digits are compared to the ICLID Table entries. If a match is found, the call routes to the
destination defined in the ICLID Ring Assignment Table. Available destinatio ns are a System
announcement, system speed dial, a station or a station group. If a match is not found, the call
remains in the queue for normal ACD group routing.

Operation

System

ICLID Routing of ACD group calls is aut om at ic ba se d on the AC D gr ou p assignments.

Conditions

1. The conditions of System Announcements and ICLID Call Routing apply.

2. Only t he caller-entered digits are employed for ACD Caller Controlled ICLID Routing,
the Caller Id received from the network for the incoming call is not used for this feature.

3. The ICLID Table routing is only followed if the 1st ACD announcement is Guaranteed,
ICLID Usage is enabled and the digits are entered during the 1st Announcement.

4. The caller may correct an entry by dialing ‘*’ to erase all digits entered then dial the
correct entry.

Programming

Keyset Admin.

STATION GROUPS ACD Group (PGM 191)

ICLID Usage (PGM191-Button 21)

TABLES

ICLID Route Table (PGM 203)

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Feature Description and Operation Manual Issue 1.2

15

ICLID Ring Assignment (204)

Web Admin.

STATION GROUP DATA Station Group AssignmentACD Group Type

Station Group AttributesEntered Caller ID(ICLID) Usage

ISDN LI NE DATA ICLID Route Table

ICLID Ring Assignment

Related Features

 Automatic Call Distribution
 ICLID Call Routing
 Integrated Auto Attendant

Hardware

2.7.2 ACD Statistics Report

Description

ACD reports can be requested by the Supervisor and can be programmed for periodic output
over the SMDR port or selected TCP/IP port. The system will provide reports for the ACD Group
and Agent statistics as follows:

ACD Group Statistics Report

 Group Number
 Time stamp
 Total calls
 N um ber o f unanswered calls
 Ave r a ge queue time
 Lo ngest queu e time
 Total number of calls placed in queue
 Number of times calls experience all agents busy
 T otal ti m e al l agents were busy

Average ring t im e before answer

 Group Number
 Agent Number

− Number of ACD calls served

− Number of unanswered ACD Calls

− Average ring time before answer

− Average ACD call service time after answer.

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Feature Description and Operation Manual Issue 1.2

16

Operation

Super visor iPECS IP & LDP Phone
To assign a {GROUP STATUS} button at the Supervisor

[TRANS/PGM] + {FLEX} + “576 ” + “Group Number” + [HOLD/SAVE]

To output ACD Statistics Report

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

[1] ACD STATUS
[2] ACD DAT ABASE
[3] ACD DUTY
[#] ACD PRINT

3. Dial “#”, the ACD Group Statistics Print code,

4. Press the [MUTE] button to initialize the ACD database after printing; this eliminates
overlap of future reports.

To output the Agent Statistics Report

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

[1] ACD STATUS
[2] ACD DAT ABASE
[3] ACD DUTY
[#] ACD PRINT

3. Dial “3”, the Agent code, the LCD menu will update,

[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT

4. Dial “#”, the Agent Statistics Print code,

5. Press the [MUTE] button to initialize the ACD database after printing; this eliminates
overlap of future reports.

Conditions

1. The ACD status can be printed periodically. The period is assigned in Admin
Programming. The ACD records contain information for both ACD agents and ACD
group.

2. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged
into the group to access the Group Status display information.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Group Supervisor Status (PGM 107-Button 7)

STATION GROUPS

ACD Group (PGM 191)

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Feature Description and Operation Manual Issue 1.2

17

ACD Group Supervisor (PGM 191-Button 18)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan ACD Supervisor Status

SYSTEM DATA

System Attributes  ACD Print Enable, ACD Print Timer

STATION GROUP DATA Station Group Assignment ACD Group Type

Station Group Attributes Supervisor

Related Features

 Station Groups

Hardware

2.7.3 Agents

2.7.3.1 Agen t Aut o C on nect / Za p Tone

Description

Calls from an ACD group can automatically connect to agents using a headset. This feature
removes the requirement for the agent to answer ACD calls manually. The Agent receives a brief
tone (Zap Tone), if assigned, and then the call is connected to the agent.

Operation

System

When Zap tone is enabled, operation of this feature is automatic.

Conditions

1. The station must be in the headset mode for this feature to operate.

Programming

Keyset Admin.

STATION GROUPS

ACD Group (PGM 191)

Zap Tone (PGM 191-Button 24-1)

Web Admin.

STATION GROUP

DATA

Station Group Assignment ACD Group Type

Station Group Attributes Zap Tone

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Feature Description and Operation Manual Issue 1.2

18

Related Features

 Station Groups

Hardware

 iPECS IP or LDP Phone

2.7.3.2 Agent Autom atic Wrap-Up

Description

When an Agent completes an ACD group call, the Agent automatically enters into the Wrap-up
state. In this state, an Agent w ill not receive ACD calls, allowing the Agent to complete paper work,
etc. The Agent remains in this automatic Wrap-Up state for the duration of the ACD group Wrap­Up Timer. After the Wrap-Up Timer or by using “Wrap-Up-End” feature, the Agent returns to
available status and can receive ACD group calls.

Operation

Activation is automatic when the Agent completes an ACD Group call

Agent iPECS IP & LDP Phones
To assign a {WRAP-UP-END} button;

[TRANS/PGM] + {FLEX} + “585 ” + ACD Group Number + [HOLD/SAVE]

To manually deactivate the Wrap-Up state;

1. Dial “585” the Wrap-Up-End code.
Or,
Press th e {WRAP-UP-END} flexible button.

Agent SLT

To manually deactivate the Wrap-Up state;

1. Dial “585” the Wrap-Up-End code.

Conditions

1. During Wrap-Up, the assigned {WRAP-UP-END} Flex button flashes. The button LED
extinguishes when the Wrap-Up Timer expires or if the button is pressed, both actions
return the Agent to available.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Agent Wrap-Up-End (PGM 109-Button 9)

STATION GROUPS

ACD Group (PGM 191)

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Feature Description and Operation Manual Issue 1.2

19

ACD Wrap-up Ti mer (PGM 191-Button 9)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan Wrap-Up End

STATION GROUP DATA Station Group Assignment ACD Group Type

Station Group Attributes Wrap-Up Timer

Related Features

Hardware

2.7.3.3 Agent Help Request

Description

Agents request assistance from a Supervisor using the ACD Help Code, default 574. Using
iPECS IP or LDP Phones, agents with the {HELP} button can request assistance without
interrupting an active conversation.

Operation

Agent iPECS IP & LDP Phone
To assign {HELP} buttons:

[TRANS/PGM] + {FLEX} + “574” + ACD Group Number (optional) + [HOLD/SAVE]

To request Supervisor assistance while on an acti ve ACD c al l,

1. Press the {HELP} button.

SLT

To request Super vi so r assistanc e w hi le on an active ACD cal l ,

1. Hook-flash.

2. Dial “574”, the Agent Help code.

3. Dial the desired ACD Group number.

Conditions

1. Age nt s receive error t o ne to i n dicate the re is n o a ctive Supervisor.

2. Using the {HELP} button during a call, no signals are sent on the active conversation
and the connected party is unaware of the request for assistance.

3. If Supervisor already monitor the agent conversation, Help Request will be ignored

4. Agent on recoding state cannot use Help Request

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Feature Description and Operation Manual Issue 1.2

20

Programming

Keyset Admin.

NUMBERING PLAN

ACD Group Help (PGM 107-Button 5)

STATION GROUPS ACD Group (PGM 191)

ACD Supervisor (PGM 191-Button 18)

Web Admin.

SYSTEM ID

&NUMBERING PLAN

Flexible Numbering Plan ACD Help Code

STATION GROUPS

Station Group Assignment ACD Group Type

Station Group Attributes Supervisor

Related Features

 Station Groups
 Supervisor Help Response

Hardware

2.7.3.4 Agent Id Login/Logout

Description

Stations or 4-digit Agent Ids are assigned as members of an ACD group. A station or Agent ID
can be assigned to a maximum of two (2) ACD groups. Each Agent has a unique 4-digit Agent Id
used to login and logout of active ACD group participation. Agents can login from any station in
the system but only at one station. When an Agent logs in, any active login for the Agent is
terminated and the new login is honored. An Agent may login to two (2) groups at one time,
logging into and out of the primary and secondary group separately.

Operation

Agent iPECS IP & LDP Phones
To assign {LOGIN} or {LOGOUT} buttons:

[TRANS/PGM] + {FLEX} + Login or Logout code + ACD Group Number (optional) +
[HOLD/SAVE]

To Login to a primary group using the Agent Id;

1. Lift the handset or press the [SPEAKER] button,

2. Dial “581”, the ACD Agent Primary Login code, or press the Login Flex button,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

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Feature Description and Operation Manual Issue 1.2

21

To Logout of the primary ACD Group;

1. Lift the handset or press the [SPEAKER] button,

2. Dial “582”, the ACD Agent Primary Logout code, or press the Logout Flex button.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

To Login to a secondary group using the Agent Id;

1. Lift the handset or press the [SPEAKER] button,

2. Dial ‘583’, the ACD Agent Secondary Login code, or press the Login Flex button,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

To Logout of the secondary ACD Group;

1. Lift the handset or the press [SPEAKER] button,

2. Dial “584”, the ACD Agent Secondary Logout code, or press the Logout Flex button.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged out of the ACD Group.

SLT

To Login to a primary group using the Agent Id;

1. Lift the handset,

2. Dial “581”, the ACD Agent Primary Login code,

3. Dial the ACD group number

4. D i al the Agent ID, the agent is logged into the ACD group.

To Logout of the primary ACD Group;

1. Lift the handset,

2. Dial “582”, the ACD Agent Primary Logout code.

3. Dial the ACD group number

4. Dial the Agent ID, the agent is logged out of the ACD Group.

To Login to a secondary group usi ng the Agent Id;

1. Lift the handset,

2. Dial “583”, the ACD Agent Secondary Login code,

3. Dial the ACD group number

4. Dial the Agent ID, the agent is logged into the ACD group.

To Logout of the secondary ACD Group;

1. Lift the handset,

2. Dial “584”, the ACD Agent Secondary Logout code,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged out of the ACD Group.

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Feature Description and Operation Manual Issue 1.2

22

Conditions

1. The system outputs ACD events including Login/Logout messages when Discovery
Manager Print (Output ACD Event Message) is enabled.

2. The Agent Id can be any 4-digit number. iPECS does not verify the Agent Id, other
than requiring that four digits be entered.

3. Any Agent Id may be used to login except at a Hot Desk Station where a Station
Authorization code is required.

Programming

Keyset Admin.

NUMBERING PLAN ACD Agent Primary Login (PGM 109-Button 5)

ACD Agent Primary Logout (PGM 109-Button 6)
ACD Agent Secondary Login (PGM 109-Button 7)

ACD Agent Secondary Logout (PGM 109-Button 8)

STATION GROUPS

ACD Group (PGM 191)

SYSTEM ACD Manager Print (Output ACD Event Message) (PGM 160-

Button 13)

Unified Message Format (PGM 161-Button 18)

Web Admin.

SYSTEM ID
&NUMBERING PLANS

Flexible Numbering Plan ACD Agent Primary Login,
ACD Agent Primary Logout, ACD Agent Secondary Login,

ACD Agent Secondary Logout

STATION GROUP DATA

Station Group Assignment ACD Group Type

SYSTEM DATA System Attributes ACD Manager Print

System Attributes Unified Message Format

Related Features

 Station Groups
 Hot Desk
 Authorization Codes (Password)

Hardware

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Feature Description and Operation Manual Issue 1.2

23

2.7.3.5 Agent On/Off Duty w/Reason Code

Description

Agents can control their status, On/Of f-duty, and assign a Reason code for an Off-duty state. The
system outputs the Reason code as part of the ACD Event message output. The Reason code
may b e a ny digit (0 ~ 9, * and #). With the exception of Reason code “0”, when the Agent goes
Off-duty manually, the Agent must return to the On-duty state manually.

If assigned as the Auto ACD DND code, using Reason code “0” activates the ACD DND Wrap-up
timer. At expiration of the timer, the Agent is placed back On-duty. This provides the flexibility of
an Agent activated Wrap-up ti me.

The Agent may assign an {ACD ON/OFF DU TY} button to for easy access. The ACD group
number and the Reason code can be assigned in the Flex button for one-button operation. If the
button is assigned Reason code “0”, the Agent will return to On-duty status after the ACD DND
Wrap-up time.

Operation

Agent iPECS IP & LDP Phones
To assign an {ACD ON/OFF DUTY (GROUP)} button;

[TRANS/PGM] + {FLEX} + “571” + (optional ACD group number) + (optional Reason Code) +
[HOLD/SAVE]

To toggle to Off-duty state from On-Duty,

1. Dial “571”, Agent On/Off Duty Code.

2. Dial ACD group number.

3. Dial Reason Code (“0” ~ “9”, “*” or “#”)
Or,

1. Press {ACD ON/OFF DUTY} button.

2. Dial group number and Reason Code (“0” ~ “9”, “*” or “#”) unless assigned in the button.

To return to an On-duty state;

1. Dial “571”, Agent On/Off Duty Code

2. Dial ACD group number
Or,

1. Press the {ACD ON/ OFF DUTY} button.

2. Dial the ACD group number unless assigned in the button

To assign an {ACD ON/OFF DUTY, ALL GROUPS} button;

[TRANS/PGM] + {FLEX} + “58*’ + (optional Reason Code) + [HOLD/SAVE]

To toggle to Off-Duty stat us t o both groups at on e t im e:

1. Dial “58*”, the All group On/Off-Duty code.

2. Dial the Reason code (“0” ~ “9”, “*” or “#”)

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Feature Description and Operation Manual Issue 1.2

24

Or,

1. Press {ACD ON/OFF DUTY ALL GROUPS} button.

2. D i al the Reason code (“0” ~ “9”, “*” or “#”), unless assigned in the button.

To return to an On-duty state for both groups at once;

1. Dial “58*” the code for the All group On/Off-Duty code.
Or,
Press { ACD ON/OFF DUTY ALL GROUPS} button.

SLT

To toggle to Off-duty state from On-Duty;

1. Lift handset or press [SPEAKER] button,

2. Dial “571”, Agent On/Off Duty Code

3. Dial ACD group number

4. Dial Reason Code (“0” ~ “9”, “*” or “#”)

To retur n to an O n-duty state;

1. Lift handset or press [SPEAKER] button,

2. Dial “571”, Agent On/Off Duty Code

3. Dial ACD group the umber

To return to an On-duty state for both groups at once;

1. Lift handset or press [SPEAKER] button,

2. Dial “58*”, the code for the All group On/Off-Duty code.

To toggle to Off-Duty stat us t o both groups at on e t im e:

1. Lift handset or press [SPEAKER] button,

2. Dial “58*”, the code for the All group On/Off-Duty code.

3. Dial Reason Code (“0” ~ “9”, “*” or “#”).

Conditions

1. The system will output an Agent Availability message with the dialed Reason code
when an Agent changes availability status. The message will include the button type
“Wrap” if the ACD DND timer is activated.

2. The {ACD ON/OFF-DUTY} Flex button will flash while the agent is Off-duty for any
reason. The button LED extinguishes when the Agent returns to the On-duty status.

3. While Off-duty, the supervisor's Flex button LED assigned for the Agent’s station
flashes at the DND rate. The supervisor may call the station overriding the Off-duty
status.

4. Only one {ACD ON/OFF-DUTY} button with the Group number can be assigned at a
station.

5. The default value of the ACD DND Wrap-Up Timer is 10 seconds.

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Feature Description and Operation Manual Issue 1.2

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Programming

Keyset Admin.

NUMBERING PLAN ACD Agent On/Off Duty (PGM 107-Button 2)

Agent ON/OFF duty in all hunt group (PGM 109-Button 18)

STATION

Auto ACD DND Reason (PGM 113-Button 15)

STATION GROUPS ACD Group (PGM 191)

ACD DND Wrap-up Timer (PGM 191-Button 20)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan ACD Agent On/Off Duty

Flexible Numbering Plan Agent ON/OFF Duty in ALL GRP

STATION D ATA

Common Attributes Auto ACD DND

STATION GROUP DATA Station Group Assignment ACD Group Type

Station Group Attributes Wrap-up Timer

Related Features

 Age nt Automati c Wrap-Up
 Auto ACD DND Unavailable Service
 Event Messages

Hardware

2.7.3.6 Agent Queued Calls Display

Description

An Agent can view the queued call status for an ACD group when not on a call, On-duty or Wrap­up status. In addition, an active Agent can view the queued call status for an ACD group while on
a call using a {Display Call Queue} Flex button. The Call Queue display indicates the ACD
group number, the number of calls in queue and the longest queue time.

Operation

Agent iPECS IP & LDP Phone
To assign a {DISPLAY CALL QUEUE} buttons;

[TRANS/PGM] + {FLEX} + “575” + ACD Group Number + [HOLD/SAVE]

To display ACD Call Queue status when the Agent is idle and on-duty;

1. Lift the handset or press the [SPEAKER] button.

2. Dial “575”, the ACD Call Queue status code

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Feature Description and Operation Manual Issue 1.2

26

3. Dial the ACD Group number. The display shows the Queued call status and will update as
the queue status changes. If no calls are in queue, the phone returns to idle.

4. Hang-up to return to idle and normal display.

Or,

1. Lift the handset or press the [SPEAKER] button.

2. Press the {D ISPLAY CALL QUEUE} button. The display shows the Queued call status and
will update as the queue status changes. If no calls are in queue, the phone returns to idle.

3. Hang-up to return to idle and normal display.

To display ACD Call Queue status when the Agent is on a call;

1. Press the {DISPLAY CALL QUEUE} button, the queue status displays for several seconds
then returns to the normal call display.

Conditions

1. The Agent cannot display queued call status while the phone is ringing.

2. If there are no queued calls to display and you activate Queued Calls Display, the
phone returns to idle after providing error tone.

Programming

Keyset Admin.

NUMBERING PLAN

Display ACD Calls In Queue Status (PGM 107-Button 6)

STATION GROUPS

ACD Group (PGM 191)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan Display ACD Calls In Queue

Status

STATION GROUP DATA

Station Group Assignment ACD Group Type

Related Features

 Station Groups

Hardware

 iPECS IP or LDP Phone

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Feature Description and Operation Manual Issue 1.2

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2.7.4 Announcements

Description

Each ACD group can provide announcements to incoming callers. Primary and secondary
announcements are available with control timers. The first announcement is played after 1

st

control timer. The 2

nd

control timer determines the period between the first and second
announcement. The second announcement can be replayed at defined intervals. If desired, the
primary message can be defined to play in full to all callers as a “guaranteed announcement” or
only for calls that queue.

When enabled, a CIQ (Calls in Queue) announcement is played to callers that are queued to the
ACD group. The CIQ announcement (“Your Call is number xx in Queue”) is played to queued
callers after the 1

st

announcement is played and again after each time the 2nd announcement is
played. Internal callers using an iPECS IP or LDP phone with Display also receive the “You are
xx in queue” display message.

Operation

System

ACD group announcements are played automatically based on the ACD group assignments.

System Attendant

To record a System Announ cem e nt for an ACD Group;

1. Press the [TRANS/PGM] button.

2. Dial “06”, the System Announcement Record code.

3. Dial the sequence number of the voice storage unit.

4. Dial the Announcement number (“01”-“70”)

5. Dial the language type (“1”~”6”) , the current announcement is played followed by the “Press
# to record” prompt.

6. Dial “#”.

7. After the beep-tone, record message.

8. Press the [HOLD/SAVE] button to stop recording and save the announcement.

To delete a recording

1. Press the [TRANS/PGM] button.

2. Dial “06”, the System Announcement Record code.

3. Dial the sequence number of the voice storage unit.

4. Dial the Announcement number (“01”-“70”).

5. Dial the language type (“1”~”6”) , the current announcement is played followed by the “Press
# to record” prompt.

6. Press the [SPEED] button during playback to erase the announcement

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Feature Description and Operation Manual Issue 1.2

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Conditions

1. ACD group announcements are recorded in the integrated Auto Attendant/Voice Mail.
Up to seventy (70) Announcements are available for group announcement recordings.
Announcements 71 and 72 are reserved for MOH and Multi Language selection
announcements, respectively.

2. When equipped to support multiple languages, the Language selection announcement
is played prior to a guaranteed announcement, allowi n g the cal ler to sel ect betwe en
the languages equipped in the system (maximum 3)

3. To define a guaranteed announcement, assign 0 seconds to the 1st announcement
control timer.

4. The sequence number for the voice storage device is given in the Administration and
Programming Manual System Overview Web page.

Programming

Keyset Admin.

STATION GROUPS

ACD Group (PGM 191)

ACD ICLID Routing (PGM 191-Button 21)

CIQ Mention (PGM191-Button 24-21)

Web Admin.

STATION GROUP
DATA

Station Group Assignment ACD Group Type
Station Group Attributes Entered Caller ID(ICLID) Usage,

CIQ Announcement

Related Features

 Integrated Auto Attendant
 ACD Caller Controlled ICLID Routing
 Multiple Language Support

Hardware

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Feature Description and Operation Manual Issue 1.2

29

2.7.5 Auto ACD DND Unavailable Service

Description

An Agent who does not answer a call offered from an ACD group within the ACD No-Answer
timer is placed in a “No response” unavailable status, called ACD DND. In this state, the Agent is
Off-duty and will not receive ACD calls from the group. If the Auto DND Reason code is “0”,
after the ACD DND Wrap timer expires, the Agent returns to available status. Otherwise the
Agent must return to the On-duty status manually.

Operation

System

Auto ACD DND activates automatically when Reason code “0” is assigned;

Agent iPECS IP & LDP Phones

To return to the On-duty status;

1. Dial “571”, the Agent On/Off Duty Code.

2. Dial the ACD group number.
Or,

1. Press the {ACD ON/OFF-DUTY} button.

2. Dial the ACD group number unless assigned in the button.

SLT

To return to the On-duty status;

1. Lift the handset,

2. Dial “571”, the Agent On/Off Duty Code

3. Dial the ACD group number.

Conditions

1. The system will output an Agent Available message with a Reason code when an
Agent changes availability status.

2. At the Supervisor's phone, the LED of a Flex button assigned for an agent’s Station will
flash at the DND rate. The supervisor may call the Station.

Programming

Keyset Admin.

NUMBERING PLAN

Agent On/Off Duty (PGM107-Button 2)

STATION

Auto ACD DND Reason (PGM 113-Button 15)

STATION GROUPS

ACD Group (PGM 191)

ACD No Answer Timer (PGM 191-Button 24-22)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan ACD Agent On/Off Duty

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

30

STATION D ATA

Common Attributes Auto ACD DND

STATION GROUP

DATA

Station Group Assignment ACD Group Type

Station Group Attributes No Answer Timer

Related Features

 Agent On/Off Duty w/Reason Code

Hardware

2.7.6 Calls-In-Queue routing

Description

When a caller is queued to an ACD Group, various announcements may be played and music on
hold may be sent to the caller. The caller may dial a digit at any time while queued to exit the
queue, except during a Guaranteed Announcement. The dialed digit is compared to digits defined
in the ACD Group CIQ Route Table. If a match is found, the call is routed to the defined
destination (Station, Station Group, etc.). If a match is not found, external callers receive an error
message and are placed back in queue; internal callers are simply placed back in queue.

Operation

Operation of this feature is automatic based on caller input

Conditions

1. ACD CIQ routing is not supported during or within 5 seconds of a Guaranteed
Announcement. Digits dialed during a Guaranteed Announcement use Caller
Controlled ICLID routing to determine routing as discussed in Section 2.7.6.

2. Dialing during ring back tone is not recognized by the system.

Programming

Keyset Admin.

STATION GROUPS

ACD Group (PGM 191)

ACD CIQ Route Table (PGM 191-Button 23)

Web Admin.

STATION GROUP

DATA

Station Group Assignment ACD Group Type

Station Group Attributes CIQ Route Table

Related Features

 Station Groups

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Feature Description and Operation Manual Issue 1.2

31

 Announcements
 ACD Caller Controlled ICLID Routing

Hardware

2.7.7 Calls-In-Queue Page Alert

Description

The administrator can establish CIQ (Calls-In-Queue) thresholds for each ACD Group so that an
assigned System announcement plays over a defined Page zone, if the number of calls in queue
equals or exceeds a CIQ threshold. The message, which is recorded by an Attendant, plays
immediately or after a defined delay. The message repeats at assigned intervals until the number
of Calls in Queue falls below the threshold. The system allows different treatment and
announcements for up to three different Calls-In-Queue thresholds.

Operation

System

When the number of Calls-In-Qu eu e changes, up or down t h e iPECS;

1.

Checks CIQ thresholds,

2.

Determines if a threshold is reached,

3.

Queues announcement for threshold (sets Delay timer),

4.

Plays CIQ announcement.

5.

Repeats announcement as defined.

System Attendant

To record a CIQ Announcement for an ACD Group;

1. Press the [TRANS/PGM] button.

2. Dial “06”, the System Announcement Record code.

3. Dial the sequence number of the voice storage unit.

4. Dial the System Announcement number (“01”-“70”)

5. Dial language type (“1”~”6”), the current announcement is played followed by the “Press #
to record” prompt.

6. Dial “#”.

7. After the beep-tone, record message.

8. Press the [HOLD/SAVE] button to stop recording and save the announcement.

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Feature Description and Operation Manual Issue 1.2

32

To delete a recording

1. Press the [TRANS/PGM] button.

2. Dial “06”, the System Announcement Record code.

3. Dial the sequence number of the voice storage unit.

4. Dial the System Announcement number (“01”-“70”)

5. Dial language type (“1”~”6”), the current announcement is played followed by the “Press #
to record” prompt.

6. Press the [SPEED] button during playback to erase the announcement.

Conditions

1. Thresholds are assigned as total Calls-In-Queue to activate a Page alert and are
checked from lowest priority (CIQ #1) to highest priority (CIQ #3). Thus, the highest
priority CIQ defined should have the largest threshold and the lowest priority CIQ
should have the smallest threshold.

2. The System has seventy (70) announcements employed for Auto Attendant, ACD
groups, CCR, Page Alerts, etc. Two announcements are reserved for MOH and
multi-language support, announcements 71 and 72 respectively.

Programming

Keyset Admin.

STATION GROUPS ACD Group (PGM 191)

CIQ #1 Threshold (PGM 191, Button 24-6)
CIQ #1 Announcement Location (PGM 191-Button 24-7)
CIQ #1 Page Zone (PGM 191-Button 24-8)
CIQ #1 Announcement Delay Timer (PGM 191-Button 24-9)
CIQ #1 Announcement Repeat Timer (PGM 191-Button 24-10)
CIQ #2 Threshold (PGM 191-Button 24-11)
CIQ #2 Announcement Location (PGM 191-Button 24-12)
CIQ #2 Page Zone (PGM 191-Button 24-13)
CIQ #2 Announcement Delay Timer (PGM 191-Button 24-14)
CIQ #2 Announcement Repeat Timer (PGM 191-Button 24-15)
CIQ #3 Threshold (PGM 191-Button 24-16)
CIQ #3 Announcement Location (PGM 191-Button 24-17)
CIQ #3 Page Zone (PGM 191-Button 24-18)
CIQ #3 Announcement Delay Timer (PGM 191-Button 24-19)
CIQ #3 Announcement Repeat Timer (PGM 191-Button 24-20)

VSF Group Number (PGM 190)

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Feature Description and Operation Manual Issue 1.2

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Web Admin.

STATION GROUP
DATA

Station Group Assignment ACD Group Type
Station Group Attributes CIQ #1,#2,#3 Page Alert

Threshold, Announcement Location ,Page Zone , Announcement
Delay Time, Announcement Repeat Time

Station Group Assignment VSF-VM Group Type

Related Features

 Station Groups
 Integrated Auto Attendant/Voice Mail
 Internal/External & All Call Page

Hardware

2.7.8 Event Messages

Description

Each ACD group sends messages for group and agent events over a defined Serial or TCP/IP
port. These event messages are employed by 3rd party applications to provide enhanced Call
Center functionality. Details of the event messages are provided in the iPECS 3

rd

Party Support

Guide.

Operation

System

When en abled, Event messages are sent automa tically

Conditions

Programming

Keyset Admin.

STATION GROUPS

ACD Group (PGM 191)

SYSTEM ACD Pack (PGM 175-Flex button 1-Button 9)

ACD Manager Print (Output ACD Event Message) (PGM 160-

Button 13)

Web Admin.

STATION GROUP DATA

Station Group Assignment  ACD Group Type

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Feature Description and Operation Manual Issue 1.2

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SYSTEM DATA Seri al Port Sel e ctions ACD Package Print

System Attributes ACD Manager Print (Output ACD Event

Message)

Related Features

 Station Groups

Hardware

2.7.9 Group Mail Box

Description

A Voice mailbox can be associated with a Station Group. Calls to the group are assigned to
overflow and can be otherwise re-routed to the Station Group Mail box where the caller can leave
a voice message.

Messages are retrieved in the same manner as normal voice messages employing the Station
Group number as the station number and the defined Group Mailbox Password. Messages can
be retrieved only if a {GROUP MAILBOX} Flex button is assigned to the station.

Operation

Agent iPECS IP & LDP Phone
To assign a {GROUP MAILBOX} Flex button;

[TRANS/PGM] + {FLEX} + VM Station Group + Group Message Wait Stat ion + [HOLD/SAVE]

To retrieve Station Group Voice Mail

1. Lift the handset or press the [SPEAKER] button

2. Press the {GROUP MAILBOX} button to receive the “Password” prompt.

3. Dial the ACD Group number and Group Mailbox Password. The “Number of Messages”
prompt followed by Voice Mail instruction prompts are played.

4. Dial the desired option from the V oice Mail prompt.

5. At completion of the session, hang-up t o return to idle.

To leave a voice message

1. After the Mailbox Greeting and beep, leave the message.

2. Hang up to quit recording or dial “*” for further options.

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Feature Description and Operation Manual Issue 1.2

35

Conditions

1. The System Administrator or Supervisor may change the Group Mailbox Password.

2. An outside caller cannot access the Group Mailbox to retrieve messages.

Programming

Keyset Admin.

STATION GROUPS Station Group Attributes (PGM 191)

Mailbox Message Wait Station (PGM 191-Button 24-2)

Mailbox Password (PGM 191-Button 24-3)

Web Admin.

STATION GROUP DATA Station Group Assignment VSF-VM Group Type

Station Group Attributes Mailbox Message Wait Station,

Mailbox P a ssword

Related Features

 Ext ernal Auto Attendant/Voice Mail
 Station Groups
 Integrated Voice Mail
 Supervisors

Hardware

 iPECS IP or LDP Phones

2.7.10 Group Name

Description

Each hunt group is assigned a name of up to 12 characters. The name is employed as the called
party display for internal callers and in the output of group statistics.

Operation

System

Operation of this feature is automatic when programmed.

Conditions

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

36

Programming

Keyset Admin.

STATION GROUPS Station Group Attributes (PGM 191)

ACD Group Name (PGM 191-Button 22)

Web Admin.

STATION GROUP DATA Station Group Assignment  ACD Group Type

Station Group Attributes Group Name

Related Features

 Station Groups

Hardware

2.7.11 Incoming Call Routing

Description

Incoming calls to an ACD group route directly to the station/agent that has been idle the longest
(Uniform Call Distribution) or an ACD group announcement recorded. If all agents are busy, the
call is queued to the group or routes to the Alternate Destination. The queued caller receives
ACD group announcements or audio from the defined music source. Callers that remain in queue
receive audio from the defined music source or ring-back tone and, after the defined Overflow
time, route to an Overflow destination.

Agents can be assigned a priority from“0” ~ “9”, “0” being the lowest priority and “9” the highest.
When priorities are assigned, calls are routed to the highest priority Agent that has been idle the
longest.

If there are no Agents active in the group when a call arrives, the call will receive the “No Member”
treatment. In terco m calls rec eive re -or der and external callers are routed to an Attendant.

Operation

System

Routing of ACD group calls is automatic based on the ACD gro up assignments.

Conditions

1. The Alternate ACD Destination can be a group or a s t atio n but cannot be a member of
the ACD group.

2. The Overflow destination may be any station or group as well as the ACD group Voice
Mailbox, but cannot be a member of the overflowing ACD group.

3. If an agent becomes available during an announcement, except a guaranteed
announcement, the call is passed immediately to the agent.

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Feature Description and Operation Manual Issue 1.2

37

Programming

Keyset Admin.

STATION GROUPS ACD Group (PGM 191)

Overflow Destination (PGM191-Button 7)
Overflow Timer (PGM 191-Button 8)
Music Source (PGM 191-Button 11)
Alternate Destination (PGM 191-Button 13)
Report No Members (PGM 191-Button 10)

Agent Priority (PGM 191-Button 19)

Web Admin.

STATION GROUP DATA Station Group Assignment  ACD Group Type

Station Group Attributes Overflow Destination, Overflow
Timer, Music Source, Alternate Destination, Repo rt No

Member, Agent Priority

Related Features

 Automatic Call Distribution

Hardware

2.7.12 Supervisors

2.7.12.1 Agent Call Monitor

Description

Agent Call Monitor permits an active Supervisor to monitor an Agent’s call in progress for training
purposes or to assist the Agent. When used, the Supervisor is connected to the call with the
microphone muted, the [MUTE] button LED is On. If ACD Warning Tone is enabled, a Warning
Tone is provided to the Agent’s call indicating the Supervisor has entered the call. The Supervisor
hears the Agent and connected party and may join the conversation by pressing the [MUTE]
button to activate the microphone.

The Supervisor station must be assigned an {AGENT MONITOR} button to activate the Agent
Call Monitor feature.

Operation

Supervisor iPECS IP & LDP Phone
To assign an {AGENT MONITOR} button

[TRANS/PGM] + {FLEX} + “577” + “Group Number” + [HOLD/SAVE]

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Feature Description and Operation Manual Issue 1.2

38

To enter an active Agent call from the Supervisor phone

1. Lift the handset or press the [SPEAKER] button.

2. Call the desired Agent and receive busy tone,

3. Press the {AGENT MONITOR} button, the Supervisor is connected to the active Agent call
with the microphone muted, the [MUTE] button LED is On.

To converse with the Agent and connected party

1. Press the illuminated [MUTE] button.

Conditions

1. The Supervisor must be active and logged into the Agent’s ACD group to monitor calls
in pr o gress.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Su per v isor Monitor (PG M 107-Button 8)

STATION GROUPS ACD Groups (PGM 191)

ACD Group Supervisor (PGM 191-Button 18)

ACD Warning Tone (PGM 191-Button 12)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering PlanACD Supervisor Monitor

STATION GROUP DATA Station Group Assignment  ACD Group Type

Station Group Attributes Supervisor (1 to 5), ACD Warning

Tone

Related Features

 Station Groups

Hardware

 iPECS IP or LDP Phone

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

39

2.7.12.2 Agent Status Control

Description

An ACD Supervisor can view and control the status of Agents in the group with a {GROUP
STATUS} button.

Operation

Super visor iPECS IP & LDP Phones
To assign a {GROUP STATUS} button at the Supervisor

[TRANS/PGM] + {FLEX} + “576 ” + “Group Number” + [HOLD/SAVE]

To view/control Agent Status

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

[1] ACD STATUS
[2] ACD DAT ABASE
[3] ACD DUTY
[#] ACD PRINT

3. Dial “3”, the Agent Duty code, the LCD menu will update:

[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT

To view Agent Status

1. Dial “1”, the Agent Status Code,

ACD STATUS : XXX
TOTAL CALLS : XXX

2. Press [VOL UP] or [VOL DOWN] for:

− Number of ACD calls served

− Number of unanswered ACD Calls

− Average ring time before answer

− Average ACD call service time after answer.

3. Press the “*” key to view the status of the next Agent,

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Feature Description and Operation Manual Issue 1.2

40

To control Agent duty status

1. Dial “3”, the Agent Duty code,

2. Dial “2” to set the Agent’s On/Off Duty status,

3. Dial “0” or “1”, (“0”: Off Duty, “1”: On Duty).

Conditions

1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged
into the group to access the Group Status display information.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Group Status (PGM 107-Button 7)

STATION GROUPS ACD Group (PGM 191)

ACD Group Supervisor (PGM 191-Button 18)

Web Admin.

SYSTEM ID

&NUMBERING PLAN

Flexible Numbering PlanACD Supervisor Status

STATION GROUP DATA Station Group Assignment  ACD Group Type

Station Group Attributes Sup ervisor1 ~ 5

Related Features

 Station Groups

Hardware

 iPECS IP or LDP Phone

2.7.12.3 Group Status Display

Description

An ACD Supervisor may view the status of each of the ACD groups to which the Supervisor is
assigned. The display will give the status of the active ACD group at the time of the request.

The display indicates the following statistics:

 Number of calls in Queue
 Wait time for the call in queue longest and
 Age nt s in service an d ava i lable

When a call is queued to the group, the ACD Supervisor is notified, in real-time, by the LED of the
{GROUP STATUS} button. The {GROUP STATUS} button allows access to the ACD Group
Status display or the Group Status code may be used to display the status information.

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Feature Description and Operation Manual Issue 1.2

41

Operation

Supervisor iPECS IP & LDP Phone
To assign a {GROUP STATUS} button at the Supervisor

[TRANS/PGM] + {FLEX} + “576” + “Group Number” + [HOLD/SAVE]

To display the Group status when the {GROUP STATUS} button is flashing

1. Lift the handset or press the [SPEAKER] button,

2. Dial “576”, the Group Status display code,

3. Dial “1” to see the Group Status information,
Or,

2. Press the flashing {GROUP STATUS} button,

3. Dial “1” to see the Group Status display.

Conditions

1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged
into the group to access the Group Status display information.

2. The {GROUP STATUS} button will flash when the count of Calls-in-Queue reaches or
exceeds the programmed ‘Supervisor Call Count’ after the programmed ‘Supervisor

Timer’.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Group Status Code (PGM 107-Button 7)

STATION GROUPS ACD Group (PGM 191)

ACD Group Supervisor (PGM 191-Button 18)
Supervisor Timer (PGM 191-Button 14)

Supervisor Queued Call Count (PGM191-Button 15)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering PlanACD Supervisor Status

STATION GROUP DATA Station Group Assignment  ACD Group Type

Station Group Attributes Sup ervisor1 ~ 5,Supervisor Timer ,

Supervisor Call Count

Related Features

 Station Groups

Hardware

 iPECS IP or LDP Phone

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2.7.12.4 Group Parameter Control

Description

An ACD Group Supervisor can adjust several of the ACD Group routing parameters in real-time.
A {GROUP STATUS} button is required. Adju stable par ameters are:

 Overflow Destination
 Overflow Time
 Wrap-up Time
 ACD Voice Mailbox Password

Operation

Supervisor iPECS IP & LDP Phone
To assign a {GROUP STATUS} button at the Supervisor

[TRANS/PGM] + {FLEX} + “576” + “Group Number” + [HOLD/SAVE]

To use the Supervisor Status Menu

1. Lift the handset or press the [SPEAKER] button,

2. Press the {GROUP STATUS} button,

[1] ACD STATUS
[2] ACD DA T ABASE
[3] ACD DUTY
[#] ACD PRINT

3. D i al ACD Dbase Code “2”,

4. Select database item, scrolling with the [VOL UP]/[VOL DOWN] button;
Overflow Destination- station (Net station) (1)/group (2)/system speed dial (3)
Overflow Time- xxx seconds
Wrap-Up Time- xxx seconds
Password- up to 12 digits

5. Enter new data,

6. Press the [HOLD/SAVE] button.

Conditions

1. The Supervisor must be assigned as a Supervisor for the ACD Group and be logged
into the group to access the Group Status display information.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Group Status (PGM 107-Button 7)

STATION GROUPS

ACD Group (PGM 191)

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ACD Group Supervisor (PGM 191-Button 18)

Web Admin.

SYSTEM ID

&NUMBERING PLAN

Flexible Numbering PlanACD Supervisor Status

STATION GROUP

DATA

Station Group Assignment  ACD Group Type

Station Group Attributes Supervisor (1 to 5)

Related Features

 Station Groups

Hardware

 iPECS IP or LDP Phone

2.7.12.5 Supervisor Help Response

Description

An Agent may request assistance from a Supervisor using the ACD Group Help Code, default
574 or {HELP} button. The Supervisor is then notified of the Help request in the Phone display
and a flashing { HELP RESPONSE} button. The Supervisor can respond using the Help
Response button, which is required, and be connected to the Agent’s active call with the
microphone muted. The Supervisor hears the Agent and connected party and may join the
conversation by pressing the [MUTE] button to activate the microphone.

Operation

Agent iPECS IP & LDP Phone
To assign a {HELP} button

[TRANS/PGM] + {FLEX} + “574 ” + “Group Number” + [HOLD/SAVE]

To request Supervisor assistance,

1. Press the {HELP} button.

SLT

1. Hook-flash and dial “574”, the Agent Help code

2. Dial the desired ACD Group number.

Super visor iPECS IP & LDP Phones
To assign a {HELP RESPONSE} button

[TRANS/PGM] + {FLEX} + “574 ” + “Group Number” + [HOLD/SAVE]

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To respond to a Help request, at the Supervisor Phone,

1. Lift the handset or pres s t h e [SPEAKER] button,

2. Press the flashing {HE LP RESPONSE} button, the Supervisor is connected to the active
Agent call with the microphone muted, the [MUTE] button LED is On.

To converse with the Agent and connected party

1. Press the illuminated [MUTE] button.

Conditions

1. The Agent Help request is sent to the lowest numbered available Supervisor station for
the associated ACD Group.

2. If no Supervisor is available, the Agent receives error tone.

3. A Warning Tone, if enabled, will be sent to the Agent as the Supervisor is connected to
the conversation.

4. Only one active Help request is allowed at a time, a second help request will cancel
any active help request.

Programming

Keyset Admin.

NUMBERING PLAN

ACD Group Help Code (PGM 107-Button 5)

STATION GROUPS ACD Groups (PGM 191)

ACD Group Supervisor (PGM 191-Button 18)

ACD Warning Tone (PGM 191-Button 12)

Web Admin.

SYSTEM ID

&NUMBERING PLAN

Flexible Numbering PlanACD Supervisor Status

STATION GROUP
DATA

Station Group Assignment  ACD Group Type
Station Group Attributes Sup ervisor1 ~ 5,ACD War ning

Tone

Related Features

 Automatic Call Distribution
 Agent Help Request

Hardware

 iPECS IP or LDP Phone

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

45

2.7.12.6 Supervisor Login/Logout

Description

Each ACD group is assigned up to five (5) Supervisors to monitor and control real-time status of
the ACD group and Agents assigned to the group. A Supervisor can be assigned to multiple
groups. The Supervisor login/logout feature provides a means for a supervisor to log into one or
more ACD groups and monitor calls.

Each Supervisor has a unique 4-digit Agent Id used to login and logout of active ACD group
participation. Supervisors can login from any station in the system but only at one station at a
time. If a Supervisor logs into a group from a station while logged in at another station, the active
login is terminated and the new login is honored.

Operation

Super visor iPECS IP & LDP Phone
To assign {LOGIN} or {LOGOUT} buttons:

[TRANS/PGM] + {FLEX} + Login (“572”) or Logout (“573”) code + ACD Group Number +
[HOLD/SAVE]

To login;

1. Dial “572”, the ACD Supervisor Login code or press the Flex button.

2. Dial the ACD group number

3. Dial supervisor Id code (“0000”-“9999”)
Or

1. Press the Supervisor {LOGIN} button.

2. Dial supervisor Id code (“0000”-“9999”)

To Logout;

1. Dial “573”, the ACD Supervisor Logout code or press the Logout Flex button.

2. Dial the ACD group number

3. Dial supervisor Id code (“0000”-“9999”)
Or

1. Press the Supervisor {LOGOUT} button.

2. Dial supervisor Id code (“0000”-“9999”)

Conditions

1. The system will output a Login/Logout message when a Supervisor logs-in or out.

2. The Supervisor Id can be any 4-digit number (“0000”-“9999”).

3. The system does not verify the Supervisor Id codes, other than requiring four digits are
entered.

4. Any Supervisor Id may be used to login through stations not assigned as a Hot Desk.

5. The ACD Supervisor phone can be assigned an ACD Group Status Flex button used

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Feature Description and Operation Manual Issue 1.2

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to view the activity for the group when the Supervisor logs in to multiple groups.

Programming

Keyset Admin.

NUMBERING PLAN Supervisor Login (PGM 107-Button 3)

Supervisor Logout (PGM 107-Button 4)

STATION GROUPS ACD Groups (PGM191)

ACD Group Supervisor (PGM 191-Button 18)

Web Admin.

SYSTEM ID

&NUMBERING PLAN

Flexible Numbering PlanACD Supervisor Login, ACD

Supervisor Logout

STATION GROUP

DATA

Station Group Assignment  ACD Group Type

Station Group Attributes Sup ervisor1 ~ 5

Related Features

 Automatic Call Distribution
 Hot Desk

Hardware

 iPECS IP or LDP Phone

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Feature Description and Operation Manual Issue 1.2

47

2.8 Auto Called Number Redial (ACNR)

Description

This feature allows you to re quest and have the system retry a busy or no answer external call
until the call is connected or the feature is cancelled.

Operation

iPEC S IP & LDP Phon es

To activat e AC N R whil e r ecei vi ng busy, no answer

1. Press the [REDIAL] button.

2. Hang-up handset, or press [SPEAKER].

To cancel ACNR while idle

1. Press flashing [REDIAL] button.

To cancel ACNR during an ACNR attempt

1. Lift the handset or press the [MUTE] or flashing [REDIAL] button.

SLT Phone

To activat e AC N R whil e r ecei vi ng busy, no answer

1. Place the outside call as normal.

2. If the called party is busy or does not answer, press and release the hook-switch, intercom
dial tone should be heard.

3. Dial ‘58#’, the ACNR code.

4. Wait off-hook until the call is answered.

System

1. T he system initiates the ACNR process, starting the ACNR Pause Timer.

2. At expiration of the timer, the system activates the station’s speakerphone with the
microphone in the mute mode.

3. The system attempts the previous call.

4. When the called party answers, the user may answer by lifting the handset or pressing the

[MUTE] button to communicate with called party.

Conditions

1. Four timers and a retry counter can be programmed.

ACNR Pause Time Time allowed between ACNR attempts.
ACNR Delay Timer At expiration of Pause Timer, if no Line is available,

the system will wait f or del ay tim er bef or e att em pting
to access a Line.

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ACNR Tone Detect Aft er dialing, the system will abandon the attem pt if

no tone or answer is detected within the Tone Det ect
time.

ACNR Retry Count Count determines the number of times system will

attempt the call bef or e ACNR is automatically
cancelled.

2. The call will be placed on the same outside Line as originally used. If the Line is busy,
an available Line in the same Line group will be seized.

3. The ACNR Retry Counter decrements by one when the system completes the dialed
number.

4. When the ACNR Pause Timer expires, if the station is in a busy state, the ACNR Delay
Timer is invoked.

5. Upon completion of dialing, the system will monitor the call for progress signals.

6. To preserve ACNR feature in activated state, SLT user does not go On-Hook.

7. While ACNR dialing or waiting state, if SLT user goes On-Hook, then SLT ACNR is
deactivated, automatically.

8. While ACNR is active for an SLT, the SLT user cannot receive or place a call.

Programming

Keyset Admin.

SYSTEM

ACNR Delay Timer (PGM 180-Button 8)

ACNR Pause Timer (PGM 180-Button 9)

ACNR Retry Counter (PGM 180-Button 10)

ACNR Tone Detect Timer (PGM 180-Button 11)

NUMBERING

SLT ACNR Code (PGM 109-Button 18)

Web Admin.

SYSTEM ID &

NUMBERING PLANS

Flexible Numbering Plan SLT ACNR

SYSTEM DATA

System Timers ACNR De lay Timer, ACNR Pause Timer,

ACNR Retry Counter, ACNR Tone Detect Timer

Related Features

 LNR (Last Number Redial)
 Speakerphone
 Mute

Hardware

 iPECS IP or LDP Phone

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

49

2.9 Automatic Pause Insertion

Description

The system will automatically pause when dialing a Speed Dial number to all ow for potential
connection delays. The pause will be inserted when any of the following occur:

 After a Flash is encountered in a Speed Dial number,
 After a PABX access code is encountered in a Speed Dial or redial number,
 After a Pulse to Tone Switchover is encountered in a Speed Dial or Redial number.
 When a connect message is received on an ISDN Line.

Operation

System

The system au t omatically pauses di al i ng after an appropria te event.

Conditions

1. An automatically inserted pause is not counted as a digit in a Speed Dial number.

2. The LCD of an iPECS IP or LDP Phone will show a "P" when a pause is encountered.
This indication is not shown if the system inserts the Pause automatically.

Programming

Keyset Admin.

SYSTEM

Pau se Timer (PGM 181-Button 10)

Web Admin.

SYSTEM DATA

System Timers Pause Timer

Related Features

 Station Speed Dial
 Syst em S p ee d Dial
 Auto Called Number Redial (ACNR)
 LNR (Last Number Redial)
 Dial Pulse to Tone Switchover

Hardware

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

50

2.10 Automatic Privacy

Description

Privacy is insured on all communications in the system. If desired, the customer may elect to
disable the Automatic Privacy feature, allowing another station to join in an existing external
conversation uninvited. In such a case, a conference is established.

Operation

iPEC S IP & LDP Phon es

To intrude into a call when Privacy is disabled

1. Press a busy (lit steady) individual {LINE} access button, user connected to the call with
existing internal station user.

Conditions

1. With Automatic Privacy disabled, privacy is still assured on all intercom and conference
calls.

2. To override privacy, Privacy must be disabled and the intruding Station must have
Override enabled as well as a direct appearance for the desired {LINE} button.

3. Only one station can intrude on an active call.

4. An intrusion tone can be provided to the call indicating another station has accessed
the Line.

5. If either internal party presses another {LINE}, a {DSS}, {PAGE}, [CONF] or other
conflicting button, the party is removed from the “Conference” and must press the

{LINE} button again to reenter the conversation.

Programming

Keyset Admin.

STATION

Override Privilege (PGM 113-Button 4)

SYSTEM Automatic Privacy (PGM 161-Button 3)

Privacy Warning Tone (PGM 161-Button 4)

Web Admin.

STATION D ATA

Common Attributes Override Privilege

SYSTEM DATA

System Attributes Automatic Privacy, Privacy Warning Tone

Related Features

 Multi-Party Voice Conference
 Station Flexible Buttons

Hardware

 iPECS IP or LDP Phone

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Feature Description and Operation Manual Issue 1.2

51

2.11 Auto Service Mode Control

Description

The service mode defines different ring assignments, COS (Class of Service) and answering
privileges for the external network connections and Stations in the system based on the time-of
day. The service mode can be controlled automatically through definitions in the Auto Ring Mode
Selection T able(Weekly Time table), which defines the time of day for the Day, Night and Timed
shift modes.

The Attendant may change the service mode selection from automatic to manual selecting the
Day, Night, timed or Scenario mode.

Operation

System

Operation of this feature is automatic.

Conditions
Programming

Keyset Admin.

STATION

Station COS (Class of Service) (PGM 116)

CO/IP CO/IP CO Ring Assignment (PGM 144)

CO Line COS (Class of Service) (PGM 141-Button 2)

SYSTEM DISA COS (Class of Service) (PGM 166)

External Control Contact (PGM 168)
PABX Access Codes (PGM 172)

LD Call Digit Count (PGM 177-Button 4)

Long Distance Code (PGM 177-Button 19)

TABLES Toll Restriction Tables (PGM 224)

Authorization Codes Table (PGM 227)

Weekl y Time Table (PGM 233)

Web Admin.

STATION D ATA

Station COS

CO L INE DATA CO/IP Ring Assignment

Common Attributes CO Line COS (Class of Service)

SYSTEM DATA DISA COS (Class of Service)

External Control Contact
PBX Access Codes
Attendant Assignment
SMDR Attributes  Long Distance Call Digit Counter, Long

Distance Code

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T ABLES DATA Toll Exception Table

Authorization Codes Table

Auto Ring Mode Table

Related Features

 Off-Hook Signaling
 Authorization Codes (Password)
 Direct Inward System Access (DISA)
 Day/Night/Timed/Scenario Ring Mode
 System Clock Set
 Outsi de Line Ring Assignment
 LBC (Loud Bell Control)
 Dialing Restrictions

Hardware

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53

2.12 Automatic System Daylight Saving Time

Description

The system can automatically adjust for Daylight Saving Time (DST). When DST is enabled, the
system will adjust the system time forward one (1) hour at the DST Start time and back one (1)
hour at the DST End time. The system time is sent for display to all devices and terminals and is
the basis of the system various time-based features (Auto Se rvice Mode, Wake-up Alarm, etc.).

Operation

System

Operation of this feature is automatic.

Conditions

1. The DST Start and End times are set through the Web Admin interface only.

2. The interval between the DST Start and End times must be at least 7 days.

Programming

Keyset Admin.

SYSTEM System Time (PGM 178-Button 1)

System Date (PGM 178-Button 2)
DST Enable (PGM 178-Button 3)

DST Start & End Time (Web only)

Web Admin.

SYSTEM DATA System Data &Time  Time, Date

DST (Daylight Saving Time) Mode, DST Start Time, DST End

Time

Related Features

 Auto Service Mode Control
 Automatic System Time Synchronization
 System Clock Set

Hardware

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Feature Description and Operation Manual Issue 1.2

54

2.13 Automatic Time Synchronization

Description

When enabled, the system automatically determines and sets the time of day employing Network
Time Protocol (NTP) or ISDN time messages. When using NTP, the system, at ten (10) minute
intervals, requests the time from the specified NTP time server and receives GMT (Greenwich
Mean Time ) time. This feature allows the System Time to synchronize with the NTP time server
automatically. If the time deviates more than two (2) seconds, the system clock is adjusted to
match the NTP server.

When using ISDN, the system receives the time of day in ISDN messages and automatically
adjusts the time if the time in the system deviates from the ISDN time.

Operation

System

Operation of this feature is automatic.

Conditions

1. NTP packets are expected over UDP port 123. Assure this port is open and available.

2. A secondary NTP server address can be defined should the first server not respond.

3. The system adjusts for the local time zone assigned in the system as the Standard
System Time as well as Daylight Savings Time (DST), if set.

Programming

Keyset Admin.

SYSTEM Network Time & Date (PGM 161-Button 12)

Network Time & Date (PGM 195-Button 1)

NTP Sever address (Web only)

Standard System Time, Local Time Zone (Web only)

Web Admin.

SYSTEM DATA System Attributes Network Time & Date

NTP Attributes Network Time & Date, NTP Primary, Server
Address, N TP Secondary S ever Address, Standard Time

Zone, NTP Server Service, DDoS Protector

Related Features

 Auto Service Mode Control
 Automatic System Daylight Savings Time
 System Clock Set

Hardware

Summit & Summit 800

Feature Description and Operation Manual Issue 1.2

55

2.14 Call Duration Warning Tone

Description

While on an outside call, you may receive a tone indicating the elapsed time of a call has reached
the Warning Tone time. The station hears the tone after the CO Warning Tone Timer has elapsed.

Operation

System

Operation of this feature is automatic when assigned

Conditions

1. Warning tone is received 15 seconds prior to expiration of the timer and is repeated at
intervals equal to the Warning Tone Timer.

Programming

Keyset Admin.

STATION

CO Call Time Tone (PGM 112-Button 1)

SYSTEM

Elapsed Call Tone Timer (PGM 180-Button 19)

Web Admin.

STATION D ATA

Common Attributes Call Time Tone

SYSTEM DATA

System Timers Elapsed Call Timer

Related Features

 Outside Call Time Restriction

Hardware

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Feature Description and Operation Manual Issue 1.2

56

2.15 Call Forward

Description

You can have selected incoming calls re-routed to other stations (local or networked), station
groups, the integrated Auto Attendant/Voice Mail, or over a system outside Line (Off Net).

The user selects the type and condition under which calls will forward by entering a Call Forward
code as follows:

Code 0: Rem ote Cal l Forward , for w ards all cal ls to the st ation, excep t recal l s, activa ted fr om a

rem ote st ation, Call Forwar d, Follow-me.

Code 1 : Unconditional, all calls to the station, except recalls, are forwarded inter nal ly or extern al ly

immediately upon receipt.
Code 2 : Busy, if the station is busy, forwards all calls, except recalls, to the selected station.
Code 3 : No Answer, forwards all calls, except recalls, to the selected station when the station does

not answer within the No Answer timer.
Code 4 : Busy/No Answer, forwards calls if the selected station is busy or does not answer within the

No Answer timer.
Code 5 : Attendant Off-Premise, forwards incoming outside calls to an outside number.
Code 6 : Off-Net Unconditional, all calls to the station, except recalls, forward internally or externally,

only SLT.
Code 7 : Off Net Busy, forwards all calls, except recalls, to the selected station when station is busy,

only SLT.
Code 8 : Off Net No Answer, forwards all calls, except recalls, to the selected station when the station

does not answer within the No Answer timer, only SLT.
Code 9 : Off Net Busy/No Answer, forwards calls if the selected station is busy or does not answer

within the No Answer time r, only SLT.

Operation

iPEC S IP & LDP Phon es

To activate Call Forward, (Unconditional, Busy, No Answer, or Busy/No Answer)

1. Lift the handset or press the [SPEAKER] button to receive dial tone.

2. Press the [FWD] button or Soft key. For the LIP8002, the [DND] button is used to activate
Forward.

3. D i al desired Call Forward code (“1”~“4”).

4. Dial the s t atio n or station group to receiv e calls.

Or, Dial an outside Line access code (9, 8xx, 88xx) and the desired external phone number.

5. Press the [HOLD/SAVE] button to save.

Or, Press the [SPEED] button and dial the desired bin number.

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6. Replace the handset, return to idle.

To activate Call Forward, Remote (Follow-me)

1. Lift the h andset or press [SPEAKER] button to receive dial-tone

2. Press the [FWD] button or Soft key,

3. Dial Call Forward code “ 0 ” ,

4. Dial the station’s Authorization Code (Station number and password),

5. Dial the Forward condition (“1”~“4”),

6. Dial the destination station or station group,

Or, Dial an outside Line access code (“9”, “8xx”, “88xx”) and the desired external phone

number.

7. Press the [HOLD/SAVE] button to save.

Or, Press the [SPEED] button and dial the desired bin number

8. Replace the handset, return to idle.

To deactivate Call forward

1. Press flashing [FWD] button, Call Forward will deactivate and the [FWD] button LED is off.

Or, for an iPECS IP Phone,

1. Lift the handset or press the [SPEAKER] button to receive dial-tone,

2. Press the [FWD] Soft button, For the LIP-8002, the [DND] button is used to activate
Forward.

3. Press the # dial pad button.

SLT

To activate Call Forward,(Unconditional, Busy, No Answer, or Busy/No Answer)

1. Lift the handset to receive dial tone.

2. Dial the Cal l Forward feature dial code “554”

3. Dial desired Call Forward code (“1”~“4”).

4. Dial the destination station, station group, or dial CO access code (9, 8xx, 88xx) and
desired external phone number.

5. Momentarily press the hook-switch and receive confirmation tone.

6. Replace the handset to retur n t o i d le.

To activate Call Forward to a Spee d number

1. Lift the handset to receive dial tone.

2. Dial the Call Forward feature dial code “554”.

3. Dial the Call Fo rward c ode (“6”~“9”),

4. Dial the Speed Dial bin number.

5. R eplace handset to return to idle.

To activate Call Forward, Remote (Follow-me)

1. Lift the handset to receive dial tone.

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2. D i al the Call Forward feature code “554”.

3. Dial the Remote Forward code “0”

4. Dial the station’s Authorization Code (Station and Password),

5. Dial the Forward condition (“1”~“4”)

6. Dial the destination station, station group, or dial CO access code (9, 8xx, 88xx) and
desired external phone number.

7. Momentarily press the hook-switch and receive confirmation tone.

8. Replace handset return to idle.

To deactivate the Call forward

1. Lift the handset and recei ve stutter dial-tone,

2. Dial the Call Forward feature dial code “554”,

3. Dial “#” to cancel Call Forward.

Conditions

1. A station receiving a forwarded call can transfer the call to the forwarding station.

2. A station, denied the use of Call Forward, will receive error tone in response to
attempts to activate Call Forward.

3. A forwarded intercom call will signal the receiving station in the Tone Signaling mode,
regardless of the Intercom Signaling Mode at the station.

4. You cannot forward calls to a station in DND and, if attempted, error tone is returned.

5. Attempting activation of Call Forward will automatically deactivate any activate Display
Text Message or DND status at your phone. Active Call Back or Queue requests are
not canceled.

6. When Call Forward is active, you can make outgoing calls (internal or external) but
cannot activate a Call back or Queue request.

7. You r private lines calls will forward if the receiving station has a direct appearance
button for the Private line or if you forward to a Voice Mail group.

8. For outside calls, ma nuall y a ctivated Call Forw ard will over ride any Preset Call
Forward assignment.

9. You may forward calls to the inte grated Voi ce Mail without recording a greeting, in
which case, calls still forward to your Mailbox but callers receive the "No
announcement recorded" message before they can leave a voice mail.

10. Call Forward status is maintained in the system’s non-vol atile memory for prot e ction
from power outage.

11. A station in a Station Hunt Group (ACD, Circular or Terminal) can be assigned to
receive incoming hunt calls, overriding any Call Forward. That is, the system
recognizes the Forward condition and but routes hunt calls to the station based.

12. Off-Net Call Forward of incoming outside calls is essentially an automated DISA call

that establishes an Unsupervised Conference. Such calls are subject to the conditions
of a DISA call and Unsupervised Conference, and may require entry of an
Authorization Code.

13. Off-Net forward calls are not answered by the system until the system completes

dialing of the external call. The caller is then connected to the outgoing call.

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Feature Description and Operation Manual Issue 1.2

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14. If the Speed Dial number used in Off-Net Call Forward contains a Flash, only digits
prior to the Fla sh are dial e d .

15. An unlimited number of stations may be set-up in a Call Forward chain, forwarding
calls from one station to the next. However, a station cannot forward calls to a station
already a part of the chain.

16. Calls to a Call Forward chain will progress as appropriate through the chain to the last
station. If the last station enters DND, outside calls revert to the previous station while
intercom calls receive DND tone.

17. No Answer forw a r d employs t h e S tation No A nswer Forw a rd Timer u nless it is s e t to
zero in which case the System No Answer Timer is used.

Programming

Keyset Admin.

STATION Call Forward (PGM 111-Button 2)

Station Call Forward No Answer Timer (PGM 123-Button 1)

SYSTEM

Syst e m Call Forw ard No Answ er Tim er ( P GM 181-Button 1)

STATION GROUPS Member Forward (PGM 191-Button 14-Circ/Term Group, 24-

23-UCD/ACD Group, or 12-RingGroup)

Web Admin.

STATION D ATA Common AttributesCall Forward

Station Timer Station Call Forwa rd No Answer Tim er

SYSTEM DATA

System Timers Call Forward No Answer Time r

STATION GROUP DATA

Station Group Attributes Allow Forward Member

Related Features

 Call Forward, Attendant
 Authorization Codes (Password)
 DND (Do Not Disturb)
 DND - One Time DND
 Direct Inward System Access (DISA)
 Unsupervised Conference
 Dialing Restrictions
 Station Groups
 Station Speed Dial
 System Speed Dial
 Intercom Signaling Mode
 Call Forward, Preset

Hardware

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2.16 Call Forward, Preset

Description

With Call Forward, Preset, your calls forward to a pre-determined destination assigned in the
system database. Preset Station Call Forward can define separate treatment of outside and
intercom calls. In addition, separate busy and no-answer treatments are defined.

Treatments available are:

 Unconditional, all calls immediately forward,
 Internal Busy, Intercom calls that encounter busy, forward immediately.
 Internal No-Answer, Intercom calls that are not answered in the No-Answ er ti m e,

forward. Note calls to a busy station also forward after the No-Answer time.

 Internal DND, if your phone is in the DND state, Intercom calls route to preset forward

destination.

 External Busy, external calls that encounter busy forward immediately.
 External No-Answer, external calls, not answered in the No-Answer time, forward. Note

calls to a busy station also forward after the No-Answer time.

 External DND, if your ph one is in the DND state, Incoming calls route to preset forward

destination.

In addition, calls can directly forward to the users Voice Mail box using Call Forward, Preset.

Operation

System

Operation of Preset Call Forward is automatic.

Conditions

1. A station receiving a forwarded call can t ran sfer the call to the forwarding station.

2. Manual Forward has higher priority than Preset Forward and overrides any Preset
Forward setting.

3. Calls to a Preset Call Forward chain will progress as appropriate through the chain to
the last station. If a station in manual Call Forward or DND is encountered, it is
bypassed and the next station in the chain is signaled. If the last station has entered
DND, outside calls revert to the previous station, signaling until answered or
abandoned.

4. Internal Busy or No-Answer will only operate when the internal call encounters a busy
state or no answer, respectively. External Busy or External No-Answer will on ly
operate when the external call encounters a busy state or no answer, respectively.

5. Preset call forward status is not shown in the LCD of the Station.

6. A station in a Station Hunt Group (ACD, Circular or Terminal) can be assigned to
receive incoming hunt calls, overriding any Call Forward. That is, either the system
recognizes the Forward condition and bypasses hunt calls around the station or routes

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hunt calls to the station based on the system database.

7. No-Answer forward employs the Station No-Answer Forward Timer unless it is set to
zero in which case the System No-Answer Timer is used.

Programming

Keyset Admin.

STATION Pres e t Call Forward (PGM 12 0)

Station Call Forward No Answer Timer (PGM 123-Button 1)

Direct Transfer Mail Box Destination (PGM 120-Button 6)

STATION GROUPS Member Forward (PGM 191 Button-14-Circ/Term Group, 24-

23-UCD/ACD Group, or 12-Ring Group)

SYSTEM

Syst e m Call Forw ard No Answ er Tim er ( P GM 181-Button 1)

Web Admin.

STATION D ATA Pres e t Call Forward

Station Timer Station Call Forwa rd No Answer Tim er

SYSTEM DATA

System Timers Call Forward No Answer Time r

STATION GROUP

DATA

Station Group Attributes Allo w Forward Member

Related Features

 Call Forward
 Off-Hook Signaling
 Ext ernal Auto Attendant/Voice Mail
 Integrated Auto Attendant/Voice Mail
 DND (Do Not Disturb)
 DND - One Time DND
 Private Line

Hardware

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2.17 Call Park

Description

You may place an active Internal & External call in a special holding location called a Park Orbit
for easy access from any station in the system. There are 19 (Summit) & 200 (Summit 800) Park
Orbits allowing multiple calls to be parked simultaneously.

Operation

iPEC S IP & LDP Phon es

To park an active Inter nal & Ex ter n al calll

1. Press the [TRANS/PGM] button.

2. Dial the Park Orbit number (Summit: #601~#619 / Summit 800#601~#800).

3. R eturn to idle.

To retriev e a par ked call

1. Lift the handset or press the [SPEAKER] button,

2. Dial the Park Orbit number (Summit: #601~#619 / Summit 800#601~#800).

SLT

To park an active Inter nal & Ex ter n al call

1. Momentarily press the hook-switch.

2. Dial the Park Orbit number (Summit: #601~#619 / Summit 800#601~#800).

3. R eturn to idle.

To retriev e a par ked call

1. Lift the handset.

2. Dial the Park Orbit number (Summit: #601~#619 / Summit 800#601~#800).

Conditions

1. If the selected Park Orbit returns a busy signal, the user may simply dial another Park
Orbit without the need to disconnect.

2. A Parked call will recall to the station that parked the call should the Call Park Timer
expire. The normal Hold Recall process is then initiated.

3. A Parked call will indicate busy at all appearances.

Programming

Keyset Admin.

SYSTEM

Call Park Recall Timer (PGM 180-Button 2)

Web Admin.

STATION D ATA

SYSTEM DATA

Flexible buttons  Progr amming (Numbering plan)  Park
Orbit number

System Timers Call Park Recall Timer

Related Features

 Hold Recall
 Attendant Recall

Hardware

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2.18 Call Pick-Up

2.18.1 Directed Call Pick-Up

Description

You may answer (“Pick-Up”) incoming and transferred intercom and outside calls ringing at
another station. All ringing calls are subject to Directed Call Pick-up except Private Line calls,
queue Callbacks and recal l s f rom hold.

iPECS IP and LDP Phone users may assign a Flex button as a {DIRECTED CALL PICK-UP}
button.

Operation

iPEC S IP & LDP Phon es
To assign a {DIRECTED CALL PICK-UP} button

[TRANS/PGM] + {FLEX} + “*77” + [HOLD/SAVE]

To Pick-up a call ringin g at another station

1. Lift the h andset or press the [SPEAKER] button.

2. Dial “*77”, the Directed Call Pick-up feature code.

3. Dial the ringing station’s number.
Or,

1. Lift the h andset or press the [SPEAKER] button.

2. Press the {DIRECTED CALL PICK-UP} button.

3. Dial the ringing station’s intercom number.

SLT

To Pick-up a call ringin g at an other stati on

1. Lift the handset

2. Dial “*77”, the Directed Call Pick-up code.

3. Dial the ringing station’s number.

Conditions

1. To pick-up an outside call, you must have an idle appearance button available.

2. When several calls are ringing at a station simultaneously, Call Pick-up will connect the
oldest highest priority call (Ringing Line Preference, PGM 173).

3. Queue callback and Private Line calls are not subject to Call Pick-up and such
attempts receive error tone.

4. Hands free announced intercom calls cannot be picked up by another station. Only
ringing intercom calls are subject to Call Pick-up.

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Programming

Keyset Admin.

SYSTEM

Ringing Line Preference Priority (PGM 173)

Web Admin.

SYSTEM DATA

RLP (Ringing Line Preference) Priority

Related Features

 Intercom Signaling Mode
 R i ngi n g Li ne Pr e fer e nce
 Group Call Pick-Up
 Private Line

Hardware

2.18.2 Grou p Call Pick-Up

Description

You can answer (“Pick-Up”) incoming and transferred intercom and outside calls ringing at
another station in the same Station group. All ringing calls, except Private Line calls, queue
Callbacks and recalls from hold, are subject to Pick-up by other stations in the same group.

iPECS IP and LDP Phone users may assign a Flex button as a {GROUP CALL PICK-UP} button.

Operation

iPEC S IP & LDP Phon es
To assign a {GROUP CALL PICK-UP} button

[TRANS/PGM] + {FLEX} + “566” + [HOLD/SAVE]

To Pick-up a call ringin g at an other stati on

1. Lift the h andset or press [SPEAKER] button.

2. Dial “566”, the Group Call Pick-up feature code.
Or,

1. Press the {GROUP CALL PICK-UP} button.

SLT

To Pick-up a call ringin g at an other stati on

1. Lift the handset

2. Dial “566”, the Group Call Pick-up code.

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Conditions

1. To pick-up an outside call, you must have an idle appearance button available.

2. When several calls are ringing simultaneously, Call Pick-up will connect the oldest
highest priority call (Ringing Line Preference, PGM 173 or System Data Ringing Line
Preference Priority).

3. Queue callback and Private Line calls are not sub ject to Call Pick-up and such
attempts receive error tone.

4. Hands free announced intercom calls cannot be picked up by another station. Only
ringing intercom calls are subject to Call Pick-up.

5. When a station belongs to multiple groups, calls to the group with the lowest number
are answered first.

Programming

Keyset Admin.

STATION GROUPS

Station Group (PGM 190-Button 1)

SYSTEM

Ringing Line Preference Priority (PGM 173)

Web Admin.

STATION GROUP

DATA

Station Group Assignment Group Type, Pick-up Attribute

SYSTEM DATA

RLP (Ringing Line Preference) Priority

Related Features

 Intercom Signaling Mode
 R i ngi n g Li ne Pr e fer e nce
 Directed Call Pick-Up
 Station Groups
 Private Line

Hardware

2.18.3 Pick Up Group Call Pick-Up

Description

You can answer (“Pick-Up”) incoming and transferred intercom and outside calls ringing at
another station in the same Pick-up Group. All ringing calls, except Private Line calls, queue
Callbacks and recalls from hold are subject to Pick-up by other stations in the same Pick-up
group.

iPECS IP and LDP Phone users may assign a Flex button as a {PICK UP GROUP CALL PICK -
UP} button.

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Operation

iPEC S IP & LDP Phon es
To assign a {PICK UP GROUP CALL PICK-UP} button

[TRANS/PGM] + {FLEX} + “588” + [HOLD/SAVE]

To Pick-up a call ringing at another station in the same Call Pick-up group

1. Lift the h andset or press [SPEAKER] button.

2. Dial “588”, the Pick-Up Group Call Pick-up feature code.
Or, Press the {PICK UP GROUP CALL PICK-UP} button.

SLT

To Pick-up a call ringin g at an other station in the same Call Pick-up group

1. Lift the handset.

2. Dial “588”, the Pick-Up Group Call Pick-up code.

Conditions

1. Pick-Up Group Call Pick-up applies to stations within the same Pick-up Group and
does not apply to other types of Station Groups where Group Call Pick-up may be
used.

2. To pick-up an outside call, you must have an idle appearance button available.

3. When several calls are ringing simultaneously, Call Pick-up will connect the oldest
highest priority call (Ringing Line Preference, PGM 173 or System Data Ringing Line
Preference Priority).

4. Queue callback and Private Line calls are not subject to Call Pick-up and such
attempts receive error tone.

5. Hands free announced intercom calls cannot be picked up by another station. Only
ringing intercom calls are subject to Call Pick-up.

6. When a station belongs to multiple Pick-up Groups, calls to the group with the lowest
number are answered first.

7. A Station must have “Pick up by Button” enabled to use a Flex button for Pick-up
Group Call Pick-up.

Programming

Keyset Admin.

STATION GROUPS

Pick Up Group (PGM 192-Button 1)

STATION

Pick up by Button(PGM 114-Button 20)

SYSTEM

Ringing Line Preference Priority (PGM 173)

Web Admin.

STATION GROUP

DATA

Station Group Assignment Group Type, Pick-Up Attribute

STATION DATA

Common Attributes Pick-Up by Flex Button

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SYSTEM DATA

RLP (Ringing Line Preference) Priority

Related Features

 Intercom Signaling Mode
 R i ngi n g Li ne Pr e fer e nce
 Directed Call Pick-Up
 Pick Up Group
 Private Line

Hardware

2.19 Call Re-Routing (C RR)

Description

The system can be assigned to route outside incoming calls based on the called number and the
Line group receiving the call. Calls can be rerouted to an outside telephone number, a networked
system or, using DISA to a Station. The reroute can be assigned for calls on a Line group or on
all Line groups. The received called number is compared to entries in the database and, if a
match occurs, the call is rerouted. The database called number entries may include an “*” as a
wild card digi t, any digit will match the wild card entry.

Operation

System

Operation of Call Re-Route is automatic once configured.

Conditions

1. Call Re-Routing employs a Table with up to 170 entries.

Programming

SYSTEM

CO Call Rerouting (PGM252-Web only)

Related Features

Hardware

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2.20 Call Transfer

2.20.1 Call Transfer, Outside Line

Description

If allowed in the system database, you may transfer an outside call over an external line to
another destination, establishing an Unsupervised Conference between the two external parties.

If the receiving party is called through an ISDN or VoIP path, the Transfer Hold Recall Timer is
initiated and if it expires, Hold Recall is initiated.

Operation

iPEC S IP & LDP Phon es

To transfer an active call with Screened Call Transfer

1. Press the [TRANS/PGM] button.

2. Place the outside call to the destination in normal manner.

3. At answer, announce the call.

4. Hang-up to complete the transfer.

To transfer an active call with Unscreened Call Transfer

1. Press the [TRANS/PGM] button.

2. Place the outside call to the destination in normal manner.

3. Hang-up to complete the transfer.

SLT

To transfer an active call with Screened Call Transfer

1. Momentarily depress the hook-switch.

2. Place the outside call to the destination in normal manner.

3. At answer, announce the call.

4. Hang-up to complete the transfer.

To transfer an active call with, Unscreened Call Transfer

1. Momentarily depress the hook-switch.

2. Place the outside call to the destination in normal manner.

3. Hang-up to complete the transfer.

Conditions

1. For this feature, at least one of the two outside Lines (transferred or receiving) must
provide detection of disconnect supervision and lost loop condition.

2. Calls on Lines using digital or VoIP provide “Answer Supervision”, thus the iPECS
system can provide Transfer Recall.

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3. If, during the transfer to an external party you press the outside Line of the original call,
the outgoing call is disconnected and the original call is connected to your phone.

Programming

Keyset Admin.

STATION

Off Ne t Forwar d ( P GM 111-Button 14)

SYSTEM Transfer Recall Timer (PGM 180-Button 7)

Off Net Prompt Usage (PGM 160-Button 11)
CO to CO UC Timer Extension (PGM 160-Button 12)

Unsupervised Conference Timer (PGM 182-Butt o n 5)

Web Admin.

STATION D ATA

Common Attributes Off-Net Forward

SYSTEM DATA System Attributes Off-Net Prompt Usage, CO to CO

Unsupervised Conference Time Extension
System Timers Unsupervised Conference Timer, Transfer

Recall Timer

Related Features

 Hold Recall
 Call Transfer, Station
 Unsupervised Conference

Hardware

2.20.2 Call Transfer, Station

Description

After answering an outside call, you can send the call to another station in the iPECS system.
Calls can be transferred announcing the call (screened) or without an announcement
(unscreened).

When a call is transferred, the Transfer Recall Timer is initiated. If the timer expires before the call
is answered, the Hold Recall process is initiated.

A Flex button on iPECS IP and LDP Phones can be assigned for the DSS/BLF (Direct station
Selection/Busy Lamp Field) function, which allows One-button Transfer.

Operation

iPEC S IP & LDP Phon es
To assign a {DSS/BLF} button

[TRANS/PGM] + {FLEX} + Station Number + [HOLD/SAVE]

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To transfer an active call with Screened Call Transfer

1. Press the [TRANS/PGM] button.

2. Dial the station to receive the transfer.

3. At answer or splash tone, announce the call.

4. Hang-up to complete the transfer.
Or,

1. Pre ss t h e {DSS/BLF} button for the desired station.

2. At answer or splash tone, announce the call.

3. Hang-up to complete the transfer.

To transfer an active call with Unscreened Call Transfer

1. Press the [TRANS/PGM] button.

2. Dial the station to receive the transfer.

3. Hang-up to complete the transfer.
Or,

1. Pre ss t h e {DSS/BLF} button for the desired station.

2. Hang-up to complete the transfer.

SLT

To transfer an active call with, Screened Call Transfer

1. Momentarily depress the hook-switch.

2. Dial the Station number to receive the transfer.

3. At answer or splash tone, announce the call.

4. Hang-up to complete the transfer.

To transfer an active call with Unscreened Call Transfer

1. Momentarily depress the hook-switch.

2. Dial the Station number to receive the transfer.

3. Hang-up to complete the transfer.

Conditions

1. The transferring station may camp a call on to a busy station.

2. The LED of a {LOOP} or {POOL} button will display the status of an outside call until
the station no longer has call supervision i.e.; the call is successfully transferred.

3. To prevent Toll abuse, outside Lines without an active call (either incoming or dialed
digits on outgoing) cannot be transferred.

4. For outgoing calls on analog Lines, the system will monitor the Line for dial tone to
prevent Toll abuse.

Programming

Keyset Admin.

STATION

No Touch Answer (PGM 111-Button 6)

SYSTEM

Transfer Recall Timer (PGM 180-Button 7)

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Web Admin.

STATION D ATA

Common Attributes Ringing Line Preference

SYSTEM DATA

System Timers Trans fer Recall Timer

Related Features

 Hold Recall
 Call Transfer, CO/IP
 Call Waiting/Camp-On
 Station Flexible Buttons

Hardware

2.20.3 Call Transfer, System Announcement

Description

You can transfer outside calls to a System announcement allowing the system to play the
announcement and, if configured, the party can then dial digits to route the call further.

After transferring to a System announcement the system establishes DISA (Direct Inbound
System Access) service for the outside party.

Operation

iPEC S IP & LDP Phon es

To transfer an active call to a System announcement,

1. Press the [TRANS/PGM] button.

2. Dial ‘55*’ and the System announcement (01-70).

3. Hang-up to complete the transfer.

SLT

To transfer an active call to a System announcement

1. Momentarily depress the hook-switch.

2. Dial ‘55*’ and the System announcement number.

3. Hang-up to complete the transfer.

Conditions

1. Only an outside call can be transferred to a System announcement.

Programming

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Related Features

 DISA
 CCR
 Ext ernal Auto Attendant/Voice Mail
 Integrated Voice Mail

Hardware

 iPECS IP or LDP Phone

2.20.4 Call Transfer, Voice Mail

Description

If permitted, you may transfer outside calls directly to another station’s Voice Mailbox, either the
integrated or an external Voice Mail system.

Operation

iPEC S IP & LDP Phon es

To transfer an active call to a user’s Voice Mailbox

1. Press the [TRANS/PGM] button.

2. Press the [MESSAGE/CALLBACK] button.

3. Dial the Station number or press the {DSS/BLF} button for the desired station.

4. Hang-up to complete the transfer.

Conditions

1. The LED of a {LOOP} or {POOL} button will display the status of a call until the station
no longer has call supervision i.e.; the call is successfully transferred.

Programming

Keyset Admin.

STATION

Direct Transfer to Mail Box Destination (PGM 120-Button 6)

SYSTEM

Transfer Recall Timer (PGM 180-Button 7)

Web Admin.

STATION D ATA

Pres e t Call Forward Transfer to Mai l Box

SYSTEM DATA

System Timers Trans fer Recall Timer

Related Features

 Hold Recall

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 Call Waiting/Camp-On
 Ext ernal Auto Attendant/Voice Mail
 Integrated Voice Mail

Hardware

 iPECS IP or LDP Phone

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2.21 Call Waiting/Camp-On

Description

Call Waiting is used to notify a busy station that a call is waiting to be answered. The busy station
is notified of the waiting call by a “Camp-On” tone. For users of an iPECS IP or LDP Phone, the
LED of the [HOLD/SAVE] button will flash.
After receiving a busy signal, the calling station camps on to the called station. The called station
can respond by:

 answering the waiting call, which places the active call on hold first,
 sending a silent text or voice message,
 activating One-Time DND, or
 ignoring the Camp-On tone.

Operation

iPEC S IP & LDP Phon es

To activate a Camp-On while receiving Intercom busy tone

5. Press the “*” button, the called and calling stations receive Camp-On tone.

SLT

To activate a Camp-On while receiving Intercom busy tone

6. Press the “*” button, the called and calling stations receive Camp-On tone.

Conditions

1. The use r may only Camp-On to a station in the busy mode. A user may not Camp-On
to a station in DND, in a conference, receiving a Page, etc.

2. The Camp-On procedure is also employed by an Attendant or Secretary of an
Executiv e/Secretary p ai r to activate DND Override.

3. A Camp-On tone is sent each time the calling user presses the “*” button.

4. You can respond to a Camp-on by activating a Pre-defined or Custom may be used to
respond to a Camp-On, or a System prompt can be configured to play to the calling
Station.

Programming
Related Features

 Pre-defined & Custom Text Display Messages
 DND (Do Not Disturb)
 Intercom Call (ICM Call)
 Silent Text Message
 Voice Over

Hardware

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2.22 Conference

2.22.1 Conference Group

Description

You can arrange stations and external contacts in groups so that you may create a conference
with all members of the group through a single call. Each conference group can have up to 13
members that can be a station or an external telephone number. Conference groups are
assigned in the iPECS User Portal (Station Web Admin) by assigning members to a conference
group.

Once the group is established, placing a call to the Conference Group initiates the Conference
Group call. The system calls each member and a System announcement, which you pre-record,
is played to members receiving the group call. Initiation of a Group call can be password
protect e d w ith a 5-digit password that you assign when the group is created.

There are two (2) types of Conference Groups, Station and System. The Station Conference
group is created by the station user, assigned as the group supervisor, and is the only member
that can initiate a Conference group call. The System Conference Group is created by an
Attendant or system administrator and any member can initiate the Conference Group call. The
member initiating the call becomes the supervisor for that group call.

The supervisor can manage membership in the conference and can monitor the status of each
member, in/out of conference. The Supervisor can remove members from the conference or add
a non-member to the conference. An Absent Supervisor timer terminates the conference if the
supervisor is not in the conference for the timer interval. Setting the interval to “0” disables this
feature.

Once a group is created, the supervisor imitates the conference by calling the conference group.
The system then attempts to call each member of the group either simultaneously or in turn using
the Interval timer assigned for the group. Members that answer the call receive the recorded
voice announcement, if any, and can enter the conference, dial “1”, or reject the conference,
hang-up. The system will attempt to contact a busy or no-answer member based on the assigned
Retry Count. A call is consider no-answer using the No-answer timer set when the group was
created.

Operation

To create a conference group from the iPECS User Portal:

1. Access Station Program in the Web Admin.

2. Select Conference Group button.

3. Create the Conference group entering:

− The name of group : up to 12 character,

− The password: Passwords must be 5-digits.

− Announcement number for the group: (pre-recording the announcement is required),

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− The Absent Supervisor timer,

− The No answer timer,

− The busy/no-answer Retry count,

− The Interval time: Each member is called in turn at expiration of the interval timer.

4. Set the M ember Attributes by e nteri ng:

− Index number

− Type: Station, Individual CO, CO group, loop or Transit-out code (access loop for

networking call).

− The CO value: the supervisor can select a specific CO line or CO group for used to
call external m embers.

− Dial number: The station or external party number.

5. Press the Save button to store the Conference Group configuration.

Operation

IPECS phone & LDP Phones
To assign a {GRP MONITOR} button

[TRANS/PGM] + {FLEX} + [TRANS/PGM] + “55” + [HOLD/SAVE]

To initiate a Conference Group call:

1. Lift the handset.

2. Dial “68”xxx, the Conference Group code and group number (xxx).

3. Enter the Conference group password, if assigned, members receive the Conference
Group call.

To enter a Conference Group call:

1. Answer the ringing call and receive recorded announcement, if assigned and recorded.

2. D i al “1” to enter the conference or hang -up to reject the conference. For iPECS UCS clients,
use Accept or Deny when notified of the conference.

To monitor conference member status or delete members while in the conference:

1. Press the Monitor flex button, the state of the first member is displayed.

2. Press [VOL UP/VOL DOWN] button to display the state of other members.

3. Press the [DND] button to delete a participant from the conference.

To monitor the Group member conference status while Not in the conference:

1. Pre ss t h e [TRANS/PGM] button.

2. Dial “55”, the Monitor Conference Group code.

3. Press [VOL UP/V OL DOW N] button to display the state of other members.

To add a non-member to the Group:

1. Press the [HOLD/SAVE] button to place the conference on hold.

2. Call the desired party.

3. Press the [CONF] button.

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Conditions

1. The conditions associated with Multi-Party Voice Conference apply.

2. Members using the iPECS UCS client Soft phone may view the state of other
members in the conference.

3. A maximum o f 20 (Summit) and 100 (Summit 800) Station Conference Groups can be
created by any system user and 40 (Summit) and 160 (Summit 800) System
Conference Groups can be created in the Summit system.

4. The user must have access to the Station Web Admin with the proper password
(Authentication code).

5. If there are insufficient Conference channels available when initiating the conference
group call, the initiator receives error tone.

6. Two-way record can be used to record the Conference Group call.

Programming

Related Features

 Multi-Party Voice Conference
 Conference Room
 System Admi n Pr ogr am m i n g

Hardware

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2.22.2 Conference Member View & Delete

Description

When you establish a Multi-Party conference, you are the Conference supervisor. As the
Supervisor, you can view, add, and remove parties from the conference. An iPECS IP or LDP
Phone with 3-Soft buttons is required.

Operation

IPECS phone & LDP Phones w 3-Soft buttons

To view and modify the Conference members, while in the conference

1. Select the {VIEW} Soft button, the LCD displays the first Conference Member.

MEMBER 01
STA 101

BACK ADD DELETE

2. Use the [VOL UP]/[VOL DOWN] buttons to scroll the list of members, use the [ADD] button
to add a member to the Conference, [DELETE] removes the member from the Conference.
The BACK button returns the display to the normal Conference display.

Conditions

1. Only super visor of Multi-Party conference can use this feature.

2. Only the iPECS IP and LDP phones with 3 soft buttons can use this feature.

Programming

Related Features

 Multi-Party Voice Conference

Hardware

 IPECS IP or LDP Phone models w/3-Soft buttons

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2.22.3 Conference Room

Description

In addition to ad-hoc Multi-party conferencing, you may open a Conference Room. Other internal
and external parties are invited to the conference and can join the conference without further
action by you, the Conference Room Supervisor. A Conference Room can be password
protected so that only parties that enter the password are allowed to join the Room. As parties
enter the Conference Room a tone is provided notifying members that a party has entered the
conference.

A maximum of 13 parties can join a Conference Room and two such conferences can be active
simultaneously.

A system Attendant can view the list of participants in an active Conference Room and close any
Conference Room.

Operation

Attendant Phone

To view Room participant list

1. Press the [TRANS/PGM] button.

2. Dial “054”.

3. D i al Room number (“1”~”9”).

To delete a Conference Room

1. Press the [TRANS/PGM] button.

2. Dial “055”.

3. D i al Room number (“1”~”9”).

iPEC S IP & LDP Phon es

To open a Conference Room

1. Press the [TRANS/PGM] button.

2. Dial “53” to create a Conference Room.

3. Dial the desired Conference Room number (“1”~”9”).

4. If desired, enter a password (exactly 5 digits) for the Conference Room.

5. Press [HOLD/SAVE] button to open the Room.

To join a Conference Room

1. Lift the handset or press the [SPEAKER] button.

2. Dial “59”, the Conference Room entry code.

3. Dial the Conference Room Number.

4. Dial the Conference Room password, if required.

To close a Conference Room

1. Press the [TRANS/PGM] button.

2. Dial “54”, the close Conference Room code.

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3. Dial the Conference Room number (1~9)

4. Dial the Conference Room password.

5. Press [HOLD/SAVE] to delete the Conference Room.

To transfer an active call to a Conference Room

1. Press the [TRANS/PGM] button.

2. Dial “59”, the Conference Room entry code.

3. D i al the Conference Room Number.

4. Dial the Conference Room password.

5. Hang-up to complete the transfer.

SLT

To open a Conference Room

1. Lift the handset.

2. Dial “561”, SLT Programming code.

3. Dial “53”, the Create Conference Room code.

4. Dial the desired Conference Room number (“1”~”9”).

5. Dial the Conference Room password.

6. Momentarily press the hook-switch.

To join a Conference Room

1. Lift the handset.

2. Dial “59”, the Conference Room entry code.

3. Dial the Conference Room Number.

4. Dial the Conference Room password.

To close a Conference Room

1. Lift the handset.

2. Dial “561”, SLT Programming code.

3. Dial “54”, the close Conference Room code.

4. Dial the Conference Room number (“1”~”9”).

5. Dial the Conference Room password.

6. Momentarily press the hook-switch, receive confirmation tone.

Conditions

1. Once established, a Conference Room will remain opened until the Room is closed.

2. i PECS UCS Clien t Soft phones may also create, delete and join a Conference Room.
For operation, refer to the iPECS UCS Client User Guide.

Programming
Related Features

 Multi-Party Conference
 Automati c Speaker Sel ect

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 Hold Recall

Hardware

2.22.4 Multi-Party Conference

Description

You c an joi n m ultiple internal and external parties in a single call as a conference. You c an joi n
a maximum of thirteen (13) parties can be in a conference with a maximum of two such
conferences simultaneously. There is no limit on the number of 3-party conferences.

You can place a Conference on hold, allowing you to accomplish other tasks while permitting the
other parties to continue to converse.

Operation

iPEC S IP & LDP Phon es

To establi sh an a d-hoc conference

1. Establish the fi rst call.

2. Pre ss t h e [CONF] button. The LED will light, the connected party is placed on exclusive
hold and you receive dial tone.

3. Place the seco nd call.

4. When connected, press [CONF], the new call is placed on exclusive hold.

5. Repeat Steps 3 and 4 above to add additional conference parties.

6. Press the [CONF] button to establish conference.

To place a conference on hold

1. Press the [HOLD/SAVE] button, the [CONF] button LED will flash.

To retrieve held conference

1. Press the flashing [CONF] button, all parties reconnected.

SLT

To establi sh an a d-hoc a conference

1. Establish the fi rst call.

2. Momentarily press the hook-switch, the connected party is placed on exclusive hold and
you receive dial tone.

3. Place the seco nd call.

4. When completed adding parti es, momentaril y press ho ok -switch twice in 2 seconds to
connect all parties.

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Conditions

1. The [CONF] button remains illuminated at the initiators phone for the duration of the
conference.

2. If the system receives a disconnect signal and no internal parties remain in the
conference, the conference is terminated and all parties are disconnected. If an
internal party is still connected when a disconnect signal is received, the connection to
remaining parties is maintained.

3. The normal Hold Recall process is applied to a conference on hold using the
Unsupervised Conference recall Timer for recall timing.

4. If while sett ing up a conference, system error tone is received, the initiator must press
the [CONF] button to regain Intercom dial tone; an SLT user must hook-flash.

5. A station that is busy, in DND or other non-idle state cannot be added to a conference.

6. A SLT user can establish a 3-party conference only, but can be a member of other
multi-party conferences.

Programming
Related Features

 Automati c Speaker Select
 Hold Recall
 Unsupervised Conference
 Broker Call
 Conference Room

Hardware

2.22.5 Unsupervised Conference

Description

Using your iPECS IP or LDP Phone, you may establish a conference with external parties and
exit the conference while allowing the external parties to converse privately without the system
supervising the connection through your phone. In this case, the system monitors the outside
Lines to determine if either party disconnects. Also, the Unsupervised Conference timer is
initiated when an Unsupervised Conference is established. Fifteen seconds prior to expiration of
the ti mer, a Warni ng Tone is provided and at expiration, the call disconnects.

If enabled, either party in an Unsupervised Conference can extend the Unsupervised Conference
beyond the timer expiration. The party enters the Timer Extension feature code and a digit “1” to
“9” indicating the Timer extension multiplier. The system extends the timer based on the dialed
digi t m ultiple of t h e T i mer. For examp le, if the Unsupervised Conference timer is 5 minutes and
the user dials the digit 4, the timer will extend to 20 minutes (4 multiplied by 5 minutes).

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Operation

iPEC S IP & LDP Phon es

To set up an Unsupervised conference

1. Establish a conference with external parties as normal.

2. Press the [CONF] button. The [CONF] button LED flashes to indicate the Unsupervised
Conference state.

To reenter the Unsupervised conference

1. Press the flashing [CONF] button.

Conference Party

To extend the Unsupervised Conference fr om a c on nected party

1. Dial “# #”.

2. D i al the Timer extension multiplier (1~9).

Conditions

1. The Unsupervised Conference Timer also applies to an external call placed by to a
DISA line in the system.

2. An Unsupervised Conference will be terminated if the system receives a disconnect
signal or the Unsupervised Conference Timer expires.

3. An Unsupervised Conference will not recall the user.

Programming

Keyset Admin.

NUMBERING

Unsupervised Conference Timer Extension (PGM 109-Button3)

STATION

Off Ne t Forwar d (PGM 111-Button 14)

SYSTEM CO to CO UC Time Extension (PGM 160-Button 12)

Unsupervised Conference Timer (PGM 182-Button 5)

Web Admin.

SYSTEM ID

&NUMBERING PLANS

Flexible Numbering Plan Unsupervised Conference Timer

Extension Code

STATION D ATA

Common Attributes Off-Net Forward

SYSTEM DATA System Attributes  CO to CO Unsupervised Conference

Time Extension

System Timers Unsupervised Conference Timer

Related Features

 Direct Inward System Access (DISA)
 Multi-Party Voice Conference

Hardware

 iPECS IP or LDP Phone

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2.23 Customer Site Name

Description

A Name, up to 24 characters, may be entered into the system database as the Site name. The
Site Name, which is displayed on the SMDR and database outputs as well as during an Admin
session, is commonly used as a site identifier.

Operation

System

Operation of this feature is automatic when a name is assigned

Conditions

Programming

Keyset Admin.

SYSTEM ID

Site Name (PGM 100-Button 2)

Web Admin.

SYSTEM ID &

NUMBERING PLANS

Syste m ID Site Name

Related Features

Hardware

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2.24 Data Line Security

Description

Data from an analog Modem or FAX transmitted over analog Lines is subject to distortion and
errors if system tones such as Camp-On and Override are applied during transmission. To
eliminate such errors, stations that use analog data (modems or Fax) can be assigned to block
incoming system tones.

Operation

System

System tones are automatically blocked when Data Line Security is assigned

Conditions

1. Stations or an Attendant attempting to Camp-On or Override a station with Data Line
Security will r e ceive er ror tone.

2. When Data Line Security is enabled, the system will not apply audio gain to the call.

Programming

Keyset Admin.

STATION

Data Line Security (PGM 111-Button 4)

Web Admin.

STATION D ATA

Terminal Attributes Data Security

Related Features

 Call Waiting/Camp-On
 DND Override
 Intrusion

Hardware

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2.25 Delayed Line Ring

Description

Ring signals for an incoming call on a “Normal” type outside Line can be sent to Stations
immediately upon detection or after an assigned ring cycle delay. The delay can be up to 9
syst em ring c y cles, thus allowing other Stations to answer the call. Note a “Normal Line is a
standard non-DID/DISA line which use other routing techniques to determine the ring assignment.

Operation

System

Delay Rin g op er ation is autom at ic wh e n assigned

Conditions

1. Outside Lines must be assigned an immediate ring destination. As a default all
incoming outside calls ring to the Attendant Station 100 and, if no immediate
destination is assigned, the Attendant will receive ring for the call.

2. Delay Ring can be assigned for a Station or Station Group.

3. If no delay is entered when programming Ring assignments, the Station will receive
immediate ring.

4. Private Lines may be assigned with delayed ring.

5. If no Station or Station Group is assigned for immediate ring, the call will ring
immediately at the first available Attendant.

Programming

Keyset Admin.

CO/IP

CO Ring Assignment (PGM 144)

Web Admin.

CO L INE DATA

CO/IP Ring Assignment

Related Features

 Private Line
 Station Groups
 Line Ring Assignment

Hardware

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2.26 Delayed Au to Att en dant

2.26.1 DISA Incoming Line-Russia-

Description

If the Country Code for the system is assigned as Russia, an incoming DISA call will be answered
after the DISA An swer Timer expires . After the DISA Delay Timer expires, the caller is connected
to the System Auto Attendant announcement number ‘1’.

Operation

System

Operation of this feature is automatic when assigned

Conditions

1. The DISA Answer and Delay Timers are only applicable when the Country Code is set
to Russia.

Programming

Keyset Admin.

CO/IP DISA Answer Timer (PGM 142-Button 24)

DISA Delay Timer (PGM 142-Button 22)

Web Admin.

CO L INE DATA

Common Attributes DISA Answer Ti mer, DISA Delay Timer

Related Features

 DISA Service Attribute
 DID Service Attribute

Hardware

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2.26.2 Normal Line Ring Assignment

Description

An incoming outside call on a “Normal” outside Line can ring to the integrated Auto Attendant
either immediately upon detection or after a delay of up to 30 seconds. This allows other stations
assigned immediate ring the opportunity to answer before the call is routed to the Auto Attendant.
Once routed to the Auto Attendant the pre-recorded system announcement plays and the routing
associated with the announcement will apply.
Note a “Nor mal” outside Line is a standard non-DID/DISA line.

Operation

System

Operation of this feature is automatic when assigned

Conditions

1. When Delayed Auto Attendant Ring is assigned, after the delay, the call will no longer
ring the assigned stations and will only ring to the Auto Attendant.

2. If no delay is entered, the call will ring to the Auto Attendant immediately.

3. To assign Delayed Auto Attendant ring, at least one Station or Station Group must be
assigned immediate ring.

4. Ring is assigned to a System announcement (01-70) or the AA Ring Time can be set.
In the former case, the call is immediately routed to the announcement. In the latter
case, the call will notify Stations assigned ring for the duration of the AA Ring time,
then the call is routed to System announcement number ‘01’.

Programming

Keyset Admin.

CO/IP

CO Ring Assignment (PGM 144)

Web Admin.

CO L INE DATA

CO/IP Ring Assignment

Related Features

 Line Ring Assignment

Hardware

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2.27 Diagnostics & Maintenan ce

Description

The syst em software incorporates various diagnostic and maintenance routines that may be
“called” remotely or locally through the systems RS-232 serial ports, a TCP/IP connection using a
Web browser established over IP networks or a PPP connection over ISDN. Routines that can be
accessed include trace functions at the device level, commands for diagnostics, database and
software upload and download, and maintenance, and tools for manipulation at the OS level.

Operation

Conditions

Programming

Related Features

Hardware