User Guide Associate Display Phone and Basic Digital Phone
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QUICK REFERENCE GUIDE TO FREQUENTLY USED FEATURES FOR THE ECLIPSE SYSTEM These are the basic instructions for the most frequently used telephone system and voice mail features. For detailed information on these and other features, refer to the complete instructions in the User Guide. PLACING AN INTERCOM CALL — With or without the handset lifted, dial an extension number. — If your call goes through handsfree to the called keyset's speaker, speak after you hear a double tone.
PLACING A CALL ON HOLD — Press HOLD and hang up OR place another call. — To return to the call, lift the handset and press the flashing key. CALL WAITING — If you hear a “call waiting” tone through your handset and/or you see a display, end your current call or place it on hold. Then press the flashing CALL key. PAGING — Lift the handset and dial 7 . — Dial the desired zone number (0-9). — After the tone, make your announcement and hang up. TRANSFERRING A CALL TO ANOTHER EXTENSION — Press TRANSFER.
TO PICK UP A CALL FROM ANOTHER EXTENSION — Lift the handset and dial 4 . — Dial the extension number where the call is ringing or holding. CALL FORWARDING — Press FWD. The key should be lit. — To forward to an outside telephone number: Select and outside line and dial a telephone number. To forward to an extension number: Dial the extension number. To forward to your Voice Mail mailbox: Dial the voice mail extension. TO CANCEL CALL FORWARD — Press FWD. The key should be unlit.
LISTENING TO VOICE MAIL MESSAGES — Enter your mailbox as described on page 3. — Press 1 to listen to your new messages. While you are listening to a message, you can use the following options: • Press # to skip to the end of the recording. • Press 1 to back up. • Press 2 to pause. (Then press any key to continue.) • Press 3 to skip ahead. • Press 4 to lower the volume. • Press 5 to play the message envelope again. • Press 6 to raise the volume.
— — — Skip To End 8 9 * # 7 Increase Volume — 6 5 4 3 2 Back Up AFTER MSG PLAYS — Delete the Message — Listen to Next Message Save the Message — Replay the Message Pause Reply to the Message Skip Forward Forward a Copy Lower Listen to Volume Previous Msg Play Envelope Play Envelope LISTENING TO MSG # 1 Send Message and Exit Delivery Options Cancel — — — — Replay Your Message Add to Your Message Erase and Re-record — LEAVING MSG Here is a summary of the options you can use whe
To change Station Password: 1. Enter 3 9 2 . 2. Enter your current password and press # 3. Enter the new password and press # . 4. Enter the new password again for verification and press # . 1. EITHER, Call _______________ (number provided by your System Administrator). If required, enter your password. OR, Use any phone on the system. 2. Enter 3 5 9 . 3. Enter your extension number. 4. Enter your password followed by # . 5. You can now use the features described below and at right. . 7 1 and hang up.
Table of Contents CONTENTS Welcome PAGE 1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Quick-Start Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 The Associate Display Phone. . . . . . . . . . . . . . . . . . . . .
CONTENTS PAGE Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Automatic System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Station Speed Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CONTENTS PAGE Recording Your Voice Mail Directory Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mailbox Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice Mail Message Envelope Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Remote Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fax Destination . . . . . . . . . .
Welcome ABOUT THIS GUIDE The tabs on the edge of each page will help you find the features more quickly. • Phone and Telephone System feature pages have tabs at the top of the page like the one shown at right. • Voice Mail feature pages have tabs in the middle of the page. • Default Feature Code pages have the tab at the bottom of the page. NOTE: The Eclipse telephone system is a very flexible, programmable system.
ABOUT YOUR PHONE The Associate Display Phone HEARING AID-COMPATIBLE (HAC) HANDSET LCD WITH TWO 16-CHARACTER LINES INTERNAL SPEAKER RING AND VOICE VOLUME CONTROL HANDSFREE MICROPHONE (underneath edge) 2 FEATURE KEYS 12-KEY PUSHBUTTON KEYPAD Eclipse Associate Display and Basic Digital Phone User Guide
The Basic Digital Phone ABOUT YOUR PHONE HEARING AID-COMPATIBLE (HAC) HANDSET INTERNAL SPEAKER FEATURE KEYS HANDSFREE MICROPHONE (underneath edge) RING AND VOICE VOLUME CONTROL Eclipse Associate Display and Basic Digital Phone User Guide 12-KEY PUSHBUTTON KEYPAD 3
ABOUT YOUR PHONE Feature Key Functions The Eclipse telephone system is designed to allow customized feature key layouts. Your trainer or System Administrator can tell you how your specific phone is arranged. Also, if your phone has been reprogrammed so that its feature keys do not match the keys described in this user guide, see your System Administrator. Default feature codes are listed at the back of this guide.
ABOUT YOUR PHONE SYSTEM There are a few things you should know about the Eclipse telephone system before you use your phone: • Your telephone system may have one dial tone for both intercom calls and outside calls. Or, it may be programmed to have two dial tones: (1) When you lift the handset or press the SPKR key, you hear intercom dial tone. (2) When you select an outgoing line, you hear standard outside dial tone. • Many features “time out” if you wait too long before performing the next step.
What The Administrators Can Do For You ABOUT YOUR PHONE SYSTEM There are two types of Administrators: System Administrator and Voice Mail Administrator. Often these duties are assigned to the same person or a small group of people. • System Administrator: There are certain telephone system functions that can be performed for you only by the System Administrator.
ABOUT VOICE MAIL The Eclipse Voice Processing Unit contains a voice mail application that allows callers to send and receive recorded messages from any station or touch-tone telephone. When they first reach voice mail, callers hear the voice mail company greeting and recorded instructions that tell them how to access the voice mailboxes. Once in a mailbox, they hear the mailbox owner’s personal greeting.
Telephone System Features HEADSETS HEADSETS For convenience, you can connect an electret headset to your phone. If your headset has a power-saver mode, make sure the System Administrator has the Headset Connect Tone flag enabled in the telephone system. If this flag is disabled, you may miss portions of incoming calls. To connect a headset: — Unplug the coiled handset cord from the base of the telephone. (Leave the handset in the cradle.) — Insert the headset plug into the vacant handset jack.
Options To enable or disable the Ring Intercom Always feature: — With the handset in the cradle, dial 3 7 7 . If there is no answer or the phone is busy when you place an intercom call, you can leave a message: — Press the MSG key. Then hang up OR wait for their message center to answer. (See page 18 for more Message options.) If the phone is busy when you place an intercom call, you can do any of the following: — To stay on the line and wait for the phone to become available: Do not hang up.
Options OUTSIDE CALLS To disable your phone’s handsfree answering feature and make all incoming calls ring until you answer them: — With the handset in the cradle, dial 3 1 9 . (Repeat this step if you want to turn handsfree answering on again.
Options Answering Outside Calls The Basics — Lift the handset OR press the flashing CALL key. Options To pick up (reverse transfer) a call that is ringing or holding at another phone: — Lift the handset, and dial 4 . — Dial the extension or hunt group number where the call is ringing or holding.
Using Account Codes OUTSIDE CALLS If your telephone system is programmed to use the Station Message Detail Recording (SMDR) feature, the system will periodically print out a record of telephone calls placed from the phones within the system. Account codes can be used to add information to these reports. There are three types of account codes: • Standard account codes that are entered into the SMDR report automatically whenever you place a call.
Call Screening • “Announce Only” Calls: Before voice mail transfers a call to you, a prompt asks the caller to record his or her name. When you answer, you hear “You have a call from (caller’s name).” • “Screened” Calls: Before voice mail transfers a call to you, a prompt asks the caller to record his or her name. When you answer, you hear, “You have a call from (caller’s name).” You have the following options: — To accept the call, press # .
Call Waiting If you receive a call while you are already on another call, you will hear a “call waiting” tone and/or you will see a display. OUTSIDE CALLS To respond to a waiting call (you hear a single tone and a key is flashing): — If you wish to end the current call, hang up. The waiting call rings in. Answer as usual. — If you wish to place the current call on hold, press the HOLD key. Then answer the waiting call by pressing the flashing CALL or IC key.
PLACING CALLS ON HOLD • Individual Hold places the call on hold at one phone. It can then be directly picked up at that phone or it can be picked up at another phone using the Call Pickup (Reverse Transfer) feature, accessed by dialing 4 . This feature is described on page 20. • An outside call on System Hold can be picked up directly at any phone that shows a flashing key for the call, including the phone that placed it on hold. (Intercom calls cannot be placed on system hold.
USING THE SPEAKER AND MICROPHONE USING THE SPEAKER AND MICROPHONE Muting The Microphone To mute the microphone so that you can hear the other party but they cannot hear you (this does not put them on hold): — Press the MUTE key. — To return to the call, press the MUTE key. “Group Listen” Using The Speaker The “Group Listen” feature allows you to transmit a conversation over the speaker while using a handset or headset. This allows other people in the room to listen to the conversation.
PLACING CONFERENCE CALLS The Basics To place a conference call: — While on the first call, press the CNF key to put the call on hold. — Place another intercom or outside call. Place it on hold by pressing the flashing CNF key. (If necessary, repeat this step to place one more call on hold.) — Press the flashing CNF key to join all of the calls together in the conference. Options During the conference call, you can do the following: — Place the conference on hold: Press the HOLD key.
USING THE MESSAGE KEY USING THE MESSAGE KEY If you call a phone that is busy, does not answer, or is in do-not-disturb, you can use the Messaging feature to let the other person know you called. To signal that a message is waiting, a phone’s MSG key flashes and the display shows the number of waiting messages. (If you leave a message for a single-line phone, the user will hear six short tones after lifting the handset or pressing the hookswitch.
Receiving Messages The Basics Options To select the message you want to answer first (display phones only): — If your MSG key is flashing, one or more messages are waiting. With the handset in the cradle, press the flashing MSG key repeatedly to view your waiting messages. — When the desired message is displayed, press # OR lift the handset for privacy and then press # to respond. To cancel a waiting message: • Display Phone: Press the flashing MSG repeatedly to view your waiting messages.
TRANSFERRING CALLS Transferring To Another Extension TRANSFERRING CALLS — To transfer so that the call rings at the other phone: Press the TRANSFER key. To transfer so that the call is on hold at the other phone: Press the SPCL key, and press 3 4 6 . — Dial the desired extension number. — Wait for an answer, announce the call, and then hang up to complete the transfer.
FORWARDING CALLS Manual Call Forwarding To forward calls: — Press the FWD key, or enter one of the following feature codes: • 3 5 5 (Call Forward All Calls): All incoming calls are forwarded without ringing at your phone. • 3 5 6 (Call Forward If No Answer): All incoming calls are forwarded if they are not answered before a timer expires. (This timer is adjusted by the installer; it cannot be changed at your phone.
STATION SPEED DIALING Storing Speed-Dial Numbers On Your Phone STATION SPEED DIALING You can store up to ten personal speed-dial numbers and associated names in station speed-dial “locations” 0-9. These locations are then dialed using a feature key or code plus one of the numbers 0-9 on your keypad. Or, if you have programmable feature keys, you can create Station Speed-Dial keys (as described on page 31) for one-touch speed dialing.
Dialing Station Speed-Dial Numbers — If necessary, select an outgoing line. — Using a location number: Dial 3 8 2 (or press the STA SPDL key, if your phone has one), and enter the desired station speed-dial location number (0-9). Using a Station Speed-Dial key: Press the desired Station Speed-Dial key. SYSTEM SPEED DIALING Your System Administrator can store up to 1000 speed-dial numbers in system speeddial “locations” 000-999.
REDIALING A NUMBER REDIALING A NUMBER If you reach a busy number, are disconnected, or if there is no answer, the number in your redial memory can be redialed easily. An outside line is automatically selected and the telephone number is redialed. Your phone can be programmed to store, in redial memory, the last outside telephone number that you dialed or an outside telephone number that you saved.
USING THE DIRECTORIES If searching for a name, you do not need to enter the full name. The system will find the closest match and show the number and its associated name on your display. If desired, you can then dial the displayed number. To perform a directory search: — With the handset in the cradle, press 3 0 7 . — Press 1 for the intercom directory, 2 for the outside directory, or 3 for the feature directory.
USING DO-NOT-DISTURB MODE USING DO-NOT-DISTURB MODE Placing your phone in do-not-disturb halts all pages and calls to your phone (except for queue callbacks, recalls, and direct ring-in calls). Other users calling your phone hear a repeating signal of four fast tones. If they have a display, they also see the donot-disturb message you have selected. There can be up to 20 different do-not-disturb messages in your telephone system. They can be changed by the System Administrator, installer, or programmer.
USING RECORD-A-CALL To use the Record-A-Call feature: — While on a call, press the SPCL key and dial 3 8 5 . — If required, dial the desired mailbox number. (Your phone may be programmed to select the mailbox, or you may be required to dial it.) — You hear a confirmation tone when the Record-A-Call feature is activated. To turn off Record-A-Call: — Press the SPCL key and dial 3 8 5 OR hang up.
PAGING The Paging feature allows announcements to be made through phone speakers. If your system is equipped with optional external paging equipment, announcements can also be made through the external speaker(s). PAGING There can be up to ten paging zones. Each paging zone can contain different combinations of phones and the external paging equipment. Your trainer or System Administrator can tell you how your paging zones are programmed.
REMINDER MESSAGES Reminder messages are set, like an alarm clock, to signal you at a specified time. You can select the message and time up to 24 hours in advance. There can be up to 20 different Reminder messages in your telephone system. They can be changed by the System Administrator, installer, or programmer. Your trainer or System Administrator will give you a list of Reminder Messages for your system.
REMOTE FEATURE ACCESS REMOTE FEATURE ACCESS Remote Feature Access allows you to place your phone in do-not-disturb mode or forward calls, either from another phone or through a special dial-up line. For your convenience, a pocket-sized guide is attached to the front of this guide. Remote Access Password This password is used for Remote Feature Access, as described below. To change the password from your phone: — Dial 3 9 2 . — Enter your current password, followed by # .
If No Answer .................... 3 5 6 If Busy .............................. 3 5 7 If No Answer or Busy....... 3 5 8 • Enter an extension number or enter an outside line access code followed by a telephone number. To turn off Call Forward: • Enter 3 5 5 . — Hang up. PROGRAMMING YOUR FEATURE KEYS Depending on how your system is programmed, some of your feature keys may be designated as “user-programmable.
SETTING USER PREFERENCES SETTING USER PREFERENCES Change Volume Levels The Eclipse system has eight volume settings: handset intercom, handset outside call, speakerphone intercom, speakerphone outside call, background music, ringing, handset intercom dial tone, and speakerphone intercom dial tone. To change a volume level: — Press the up or down arrow of the Volume key to increase or decrease the volume. To save your change: — Press the center of Volume key.
Standard And Alternate Keymaps To switch between keymaps when your phone is idle: — With the handset in the cradle, dial 3 9 9 . To switch between keymaps during a call: — While on a call, press the SPCL key, and dial 3 9 9 . Automatic Call Answer The Automatic Call Answer feature determines the method you will use to answer outside calls and intercom calls. You can choose to answer simply by lifting the handset (or pressing the Speaker key).
SECONDARY EXTENSION APPEARANCES SECONDARY EXTENSION APPEARANCES The Secondary Extension Appearances feature allows calls that are ringing or on individual hold at one “primary” phone to appear on a “secondary extension key” at another phone. For example, a secretary or assistant can have a secondary extension key for a supervisor's phone, or one phone can have several secondary extension keys, each associated with a different primary phone.
AGENT HELP Your telephone system may be programmed to support the Agent Help feature, which allows you to request help from a designated “Agent Help Extension” (usually your supervisor) during a call. When your request call rings at the Agent Help Extension, the supervisor can choose to join the call or reject the request. To use the Agent Help feature while on a call: — Press the SPCL key, and dial 3 7 5 .
INSTRUCTIONS FOR HUNT GROUPS INSTRUCTIONS FOR HUNT GROUPS Your system may be programmed with “hunt groups.” These are groups of phones that share a common extension number in addition to having individual extension numbers. (A phone that is part of a hunt group can be called directly using its individual extension number.) The phone or phones that receive the call when a hunt group extension number is dialed is determined by a list programmed in your telephone system's software.
ACD Hunt Group Login And Logout To log in to all of your ACD hunt groups at once using the ACD Agent Login/Logout feature code: — With or without the handset lifted, dial 3 2 8 , then enter your Agent ID. NOTE: This feature code acts as a toggle. If you were already logged in, the display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone. To log in to one or more hunt groups using the ACD Agent Login feature code: — With or without the handset lifted, dial 3 2 6 .
INSTRUCTIONS FOR HUNT GROUPS To log out of one or more ACD hunt group: — EITHER, Dial 3 2 8 to log out of all of your ACD hunt groups at once. The display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone. Hang up if off hook. OR, With or without the handset lifted, dial 3 2 7 . One of the following displays will appear: • If you were logged in to only one hunt group, the display shows AGENT LOGGED OUT OF . The procedure is complete.
Voice Mail Features The first time you use your voice mailbox, you need to initialize it, as described on page 7. For an overview of the voice mail procedures, refer to the flow chart on page 51. TIP: Generally speaking, pressing # during any voice mail operation will advance you to the next step. For example, when leaving a voice mail message for another voice mail user, you can press # to skip the person's introductory message and proceed directly to the recording phase.
LISTENING TO MESSAGES Whenever you enter your mailbox, you are told how many new and saved messages you have. To listen to messages: — Enter your mailbox as described on page 39. — EITHER, Press 1 to listen to your new messages. OR, Press 3 to listen to your saved messages. LISTENING TO MESSAGES — The system plays each message in the queue selected. While you are listening to a message, you can use the following options: • Press # to skip to the end of the recording. • Press 1 to back up.
UNDELETING VOICE MAIL MESSAGES This feature allows you to “undo” the Delete Message operation and restore previously deleted messages. The messages will be restored to your saved-message queue. System programming determines how long you have (up to 24 hours) to restore your deleted messages. After the programmed time, voice mail will erase them. To recover deleted messages: — Enter your mailbox as described on page 39. — Press 5 for Message Options.
SENDING MESSAGES — — — — — Enter your mailbox as described on page 39. Press 2 . Dial the desired mailbox number or group list number. After hearing the subscriber's name, press # to accept it. When you hear the tone, record your message. • To pause while recording, press 2 . To continue, press any key. • To erase and re-record your message, press 3 . — When you have completed your message, hang up OR press # for the following options: To replay your message: Press 1 .
CANCELING UNHEARD MESSAGES You can cancel voice messages you have sent to other voice mailboxes, provided the messages have not yet been heard by their recipients and they were not sent to a group list. Eclipse Associate Display and Basic Digital Phone User Guide 43 CANCELING UNHEARD MESSAGES To cancel unheard messages: — Enter your mailbox as described on page 39. — While listening to the voice mail main menu, press 5 . — Press 1 .
PERSONAL OPTIONS Personal Options allow you to customize your mailbox. Voice mail has the following personal options: • Personal Greetings • Voice Mail Directory Name • Mailbox Password • Voice Mail Message Envelope Contents • Remote Messaging • Fax Destination • Call Screening Transfer Method • Message Search Order Each option is described in detail in the following pages.
— EITHER, Press 1 to record and/or enable your primary greeting. OR, Press 2 to record and/or enable your alternate greeting. OR, Press 3 to enable the system default mailbox greeting. — If you pressed 1 or 2, the current greeting is played (if one exists). Then do one of the following: • EITHER, Press # to accept the greeting. (Or, press 1 if you wish to replay the greeting, press 2 to add to the greeting, or press 3 to erase and rerecord the greeting.) OR, Press to exit without changing your greeting.
Voice Mail Message Envelope Contents Each voice mail message is preceded by an “envelope” message that can include time and date the message was left, the source of the message, and/or the message length. To change your message envelope: — Enter your mailbox as described on page 39. — Press 4 to select the Personal Options Menu. — Press 4 . You can then do any of the following: • To enable or disable the time/date option, press 1 . • To enable or disable the message source option, press 2 .
— A prompt tells you what the cascade’s current status is. Perform one of the following steps. • To program a cascade level: Press 1 and enter the number of the level you wish to program (1-9). You then have the following options: — To enable or disable the cascade level: Press 1 . (You cannot enable the level until a notification number is programmed.) — To set up or change an extension or telephone number: Press 2 . Then press 1 if it is an extension number OR press 2 if it is an outside number.
Fax Destination If your station is programmed to receive incoming faxes, you can program the extension number of the fax machine that will receive the faxes sent to your mailbox. To change your Fax Destination Number: — Enter your mailbox as described on page 39. — Press 4 to select the Personal Options Menu. — Press 9 for More Options. — Press 1 . — Enter the number of your fax destination, followed by # . — To accept the number, press # . To erase the number and re-enter it, press 3 .
Message Search Order This feature allows you to determine the order in which to retrieve your messages based on the date and time they were received. To change the listening order of your messages: — — — — — Enter your mailbox as described on page 39. Press 4 to select the Personal Options Menu. Press 9 for More Options. Press 2 for the Message Search Order. Press 1 to change the search order for new messages, or press 2 to change the search order for saved messages.
USING THE VOICE MAIL DIRECTORY The mailbox and extension number directories can be used any time voice mail asks you to enter a mailbox number. You use the keypad keys to enter the name. The system then plays the closest matching directory name that corresponds to the entry. • Display Phones: Press the keys to enter the name. The number of times a key is pressed determines which character is entered, as shown below.
VOICE MAIL FLOW CHART NOTE: At any menu level, you can press ENTERING YOUR MAILBOX • EITHER, Press the MSG key to respond to a message from voice mail. OR, Call the voice mail extension number, press , and enter your mailbox number. • Enter your password and then # . to Cancel or return to the Previous Menu OR press # to Accept.
Default Feature Codes Use the blank spaces below to enter custom feature codes if your telephone system has been reprogrammed with new codes.
GENERAL FEATURE CODES (CONTINUED) FEATURE NAME Eclipse Associate Display and Basic Digital Phone User Guide FEATURE CODE NEW CODE 372 373 395 312 319 315 316 317 336 335 330 322 323 324 365 366 368 367 314 7 325 393 397 392 6 385 380 305 306 359 4 396 377 398 382 383 352 353 354 381 399 346 345 DEFAULT FEATURE CODES Do-Not-Disturb On/Off Do-Not-Disturb Override Feature Key Default Group Listen Handsfree On/Off Headset On Headset Off Headset On/Off Hold – Individual Hold – System Hookflash Hunt Group R
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