ESI Feature Phone User’s Guide 0450-0366 Rev. A Visit www.esiusers.com for up-to-date help.
About ESI ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas, near the internationally known “Telecom Corridor.” Founded in 1987, ESI designs and builds innovative telecommunications products for businesses like yours. Because of their powerful combination of value and features, ESI products are consistently recognized by industry publications and leaders. In fact, ESI also creates telecommunications products for major companies to market under their well-known brand names.
Table of contents User’s Guide introduction .......................................................................................................................................A.1 48-Key Feature Phone ................................................................................................................................................................................A.2 24-Key Feature Phone ...........................................................................................................
ACD agent operation .................................................................................................................................................I.1 Programming the agent log-on/off key ........................................................................................................................................................I.1 Wrap mode ............................................................................................................................................
User’s Guide Introduction User’s Guide introduction Accessing the rich ESI feature set is simple and easy through the straightforward design of each of the various ESI Feature Phones. Each feature has been designed for ease of use while providing capabilities needed in an advanced business phone.
Introduction User’s Guide 48-Key Feature Phone The 48-Key Feature Phone has a variety of programmable and built-in features. It comes in four versions: Digital; TAPI; IP; and Remote IP. Additionally, it supports the optional 60-Key Expansion Console. All four versions of the 48-Key Feature Phone offer the same basic features which are described hroughout this User’s Guide. The 48-Key Feature Phone’s built-in voice mail features and voice prompts make it easy to program and use. Status indicator lamp (pg.
User’s Guide Introduction Optional 60-Key Expansion Console for use with the 48-Key Feature Phone The 60-Key Expansion Console adds 60 more programmable feature keys to your ESI Feature Phone. You program the Expansion Console’s keys just as you do the programmable feature keys on your ESI Feature Phone, using either direct or traditional programming (see pages C.2). Note: Only one key can exist per extension, feature or operation.
Introduction User’s Guide 24-Key Feature Phone The 24-Key Feature Phone has features similar to those of the 48-Key Feature Phone. However, the 24-Key Feature Phone is available only as a digital model and doesn’t support TAPI, IP or the 60-Key Expansion Console. As is true for the 48-Key Feature Phone, the 24-Key Feature Phone’s built-in voice mail features and voice prompts make it easy to program and use. ESI-DEX key (pg. F.1) Volume/scroll keys Status indicator lamp (pg. D.
User’s Guide Introduction 12-Key Feature Phone The 12-Key Feature Phone includes the basic, most commonly used phone features. This simplified model is available only as a digital model and doesn’t support TAPI, IP, the 60-Key Expansion Console, voice mail1 or Esi-Dex. Volume/scroll keys 1-line, 16-character display Speaker 9 programmable feature keys (pg. C.2) P/UP (pickup) key (pg. E.10) PROG/HELP combo key for phone programming (pg. C.2) and access to Verbal User Guide and tutorial (pg. B.
Introduction User’s Guide Connecting your ESI phone Depending on which ESI phone you have, use the appropriate diagram (below) to connect it. Each diagram represents the panel on the phone’s underside. Note: The “Top of phone” and “Bottom of phone” references in these diagrams show the correct vertical orientation of the phone — i.e., the part with the display is the top. 12-Key Feature Phone 24-Key Feature Phone Handset • Connects like a basic phone. • Handset plugs into right-side jack.
User’s Guide Help mode (Verbal User Guide) Help mode (Verbal User Guide) Your ESI phone system’s Help mode (also called the Verbal User Guide) — a carefully conceived combination of spoken information, display readouts and even key illumination when appropriate — is a powerful tool to help you learn how to use the system’s many features. Note: As explained on page E.2, each of the two smaller Feature Phones, 12-Key and 24-Key, has a combo PROG/HELP key.
Help mode (Verbal User Guide) User’s Guide (This page included for pagination purposes only.) B.
User’s Guide User programming: An introduction User programming: An introduction Voice prompts will play menu and sub-menu options to access the desired feature. You don't have to wait for the entire prompt to be played. Therefore, once you’ve become familiar with the prompts (consult “User programming menu overview,” below), you can quickly set any frequently used feature.
User programming: An introduction User’s Guide 1 Select personal greeting Select the desired greeting — 1, 2 or 3. The system will play the current greeting, followed by prompts to re-record, delete or hear again — or select the current greeting by pressing #. 1 Record personal greeting Begin recording at the tone. Press 1 to stop. The new personal greeting automatically replaces the previous greeting. 2 Delete personal greeting When prompted, press 2 again to confirm deletion.
User’s Guide User programming: An introduction How the programmable feature keys can be set • Line keys — If a line number (1 through 66) is programmed, the programmable feature key becomes a line key providing the appropriate lamp information and manual outside-line access. • Station keys — If the dialed digits input are a three-digit number, the programmable feature key will become a Station Key providing the appropriate lamp information and easy access or transfer.
User programming: An introduction User’s Guide 3 Station options (Not available on 12-Key Feature Phone.) The station options sub-menu (PROGRAM 3) lets you activate or deactivate several features your station can provide. At each option sub-menu, 1 enables the option and 0 disables it. (Each option listed below is explained elsewhere in this manual, as noted.) 1 Call waiting/background announce See page E.7 for call waiting and page E.8 for background announce. 2 Personal greeting reminder See page F.
User’s Guide User programming: An introduction 5 Password (Not available on 12-Key Feature Phone.) 1 Enter new password Your password may consist of 2–8 digits followed by # (0 cannot be the first digit). Entering only 0 as the password will turn off the password requirement. 2 Delete current password Resets the password to the default password. 3 Hear current password Displays and plays back the current password.
User programming: An introduction User’s Guide 3 Pager notification 1 Enter pager number Enter the pager number (24 digits, maximum) followed by #. Do not include an outside line access code (i.e., don’t add 9, 8 or 71–76) before the number. Use the V scroll key to enter special characters; use the W scroll key to backspace. You also can use the scroll keys to view the number after it’s saved. To change the number, you must delete it and then re-enter it as desired.
User’s Guide Voice mail operation Voice mail operation Your phone system provides accurate and timely messages. Others will become more comfortable leaving you voice messages if you promptly retrieve and respond to your messages. VOICE MAIL key On a 48-Key or 24-Key Feature Phone, use the blue VOICE MAIL key for direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes.
Voice mail operation User’s Guide Personal greeting keys You can program a programmable feature key as a personal greeting key for any one of the three personal greetings (see page F.12). Once created, this shortcut can then be used to activate the associated personal greeting (the key’s LED will glow green and the greeting played as confirmation).
User’s Guide Voice mail operation AutoPage This feature lets you have outside callers internally page you after they’ve been forwarded to your voice mailbox and are listening to your personal greeting (see “Personal greetings,” page D.1). You must have personal greeting 3 selected and it must tell callers to press 3 for this feature.
Voice mail operation User’s Guide Message retrieval Message(s) waiting display If you have at least one new message, the VOICE MAIL LED will blink and your display will show the number of new and old messages in your mailbox.1 24-Key Feature Phone 48-Key Feature Phone Note: Message status (shown in the examples above as NEW 3 OLD 1) appears only when new messages exist. Retrieving voice mail messages from your ESI Feature Phone 1. Press VOICE MAIL. 2.
User’s Guide Voice mail operation New message skip When listening to new messages, press 9 twice (within two seconds) to save a message as new. This message will be played again as a new message the next time you access your voice mail. Note: When you press 9 once to save the message as old, there is a short delay before the system tells you it has saved the message. To bypass this delay after pressing 9, just press # to hear the next message.
Voice mail operation User’s Guide Virtual Mailbox Key (Not available on 12-Key Feature Phone.) If you frequently pick up your messages from another user’s ESI Feature Phone or have others help pick up your messages, you may want to program a programmable feature key on that phone as a Virtual Mailbox Key™ for your mailbox. When you have new messages, the key will blink, press it to automatically connect to your mailbox. This feature does not affect your ability to pickup messages from your own phone.
User’s Guide Voice mail operation Live recording (Not available on 12-Key Feature Phone.) To begin recording both sides of the conversation during a call, press RECORD. Recording will continue until either you press RECORD again, the call is completed or the maximum record limit1 is reached (default is 10 minutes). To resume recording, you must press RECORD again. During recording, the RECORD LED will “flutter” (blink rapidly) green and the RECORDING will appear on the display.
Voice mail operation User’s Guide Off-premises message delivery Introduction The ESI phone system can be programmed to deliver messages to an off-premises phone and/or to page you when your voice mailbox receives a message. You can set the phone number (cell phone, home number, another extension, etc.), a delay time (the period that the system is to wait before attempting to deliver the message), and the pager number.
User’s Guide Voice mail operation . . . To an external pager You can program pager notification to operate either as the sole notification method or in conjunction with phone delivery. You can have the system call and activate your external pager whenever the first new/urgent message is left in your mailbox and repeat the page (at the interval programmed by the administrator) until all new messages have been retrieved.
Voice mail operation User’s Guide Optional voice mail feature: Guest mailboxes Important: This is a special, optional feature not explained in the tutorial. Be sure to get your guest mailbox number from the Administrator. Guest mailboxes (300–489) are perfect for personnel such as outside sales or manufacturing personnel who do not have an internal extension assigned to them but still need a mailbox. You can handle a guest mailbox as it were a regular extension (i.e.
User’s Guide Voice mail operation Select the desired greeting number — 1, 2, or 3. The current greeting will be played followed by prompts to re-record, delete, hear again, or select as the current greeting by pressing #. 1 Record personal greeting Begin recording at the tone, press 1 to stop. The new personal greeting automatically replaces the previous greeting. Important: Your mailbox will work only if at least one personal greeting exists for it.
Voice mail operation User’s Guide Optional voice mail feature: Group/broadcast mailboxes Important: This is a special, optional feature not explained in the tutorial. Be sure to get your group mailbox number from the administrator. An important note about Quick Groups Any user can use the Quick Groups™ feature to send a message to any combination of users (for each of whom a station key has been programmed) without having to create specific group mailboxes.
User’s Guide Voice mail operation Virtual Mailbox Key To help monitor that all messages have been picked up, you can program a programmable feature key on any ESI Feature Phone as a Virtual Mailbox Key for the group mailbox. When new messages exist, the key will blink rapidly; press it to connect automatically to the mailbox. Program the programmable feature key with VOICE MAIL followed by the mailbox number (see “Programmable feature keys,” page C.2).
Voice mail operation User’s Guide Optional voice mail feature: Q & A mailboxes Important: This is a special, optional feature not explained in the tutorial. Be sure to get your Q & A mailbox number from the Administrator. Q & A (question and answer) mailboxes allow you to ask callers for more detailed information, such as on an employment questionnaire or a survey. As a Q & A mailbox owner, you can record up to 10 questions.
User’s Guide Voice mail operation 1 Select question Select the desired question number, 1–10. the ESI phone system will play the question and give you the option to perform one of the following: 1 Record question Begin recording at the tone; press 1 to stop. The new question automatically replaces the old one with that question number. Note: The mailbox will not be enabled if no questions exist. 2 Delete question When prompted, press 2 again to confirm deletion.
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User’s Guide ESI Feature Phone operation ESI Feature Phone operation Display When your phone (or station) is not in use, the display will show the current date and time, activated features such as DND (do not disturb; see “MUTE/DND,” page E.3), monitor mode, etc.), and — on a 24-Key or 48-Key Feature Phone — the system’s current line usage. The line usage display you see will depend on (a.) how many lines you have and (b.) which Feature Phone that you’re using.
ESI Feature Phone operation User’s Guide Keys Programmable feature keys The phone’s programmable feature keys — nine on the 12-Key Feature Phone, 12 on the 24-Key Feature Phone and 30 on the 48-Key Feature Phone — have been pre-programmed by the installer. You may wish to add to or change some of these keys to perform different functions explained throughout this manual. Press PROGRAM to verify current settings (see “Station programming,” page C.1).
User’s Guide ESI Feature Phone operation Volume/scroll keys The two smaller keys just above the dialpad labeled V and W serve two purposes: • Adjusting the volume heard through the handset and speaker — Your phone will maintain the chosen volume setting until you change it. • Serving as scroll keys for operations, such as Esi-Dex or programming, that may show several entries on the display.
ESI Feature Phone operation User’s Guide Internal calls To answer (single-ring cadence): In hands-free mode, answer directly through the speakerphone or pick up the handset. Or, to answer a ringing call, lift the handset or press SPEAKER. To place: Lift the handset and dial the extension number or press a station key (see “Direct station select,” below). To hang up: Replace the handset or press RELEASE or press the station key again or — if using the speakerphone — press SPEAKER.
User’s Guide ESI Feature Phone operation Transferring an outside call . . . . . . to another station Blind transfer 1. While connected to an outside call, press a station key (or press TRANSFER and then dial the extension number). 2. Hang up immediately to perform a blind transfer. Note: If the called person does not answer, the caller will be forwarded either to the called person’s mailbox or another destination the Installer has programmed.
ESI Feature Phone operation User’s Guide . . . to a voice mailbox Transferring a caller to a mailbox to leave a message 1. Press VOICE MAIL and the appropriate station key — or, if your phone has no station key programmed for this destination, press VOICE MAIL and TRANSFER, and then dial the extension number. 2. You and the caller will be connected to that user’s personal greeting. You may choose either to hang up immediately or listen to a portion of the personal greeting (i. e.
User’s Guide ESI Feature Phone operation Call forwarding Your station has been pre-programmed by the installer to “call-forward” your phone when it is busy or does not answer (usually to your mailbox). In addition, you can temporarily call-forward all of your calls to another station or another user’s mailbox. On the 24-Key Feature Phone: 1. Dial 5 6 5. 2. Dial the extension number (or VOICE MAIL and then the mailbox number) to which the system should forward all calls.
ESI Feature Phone operation User’s Guide Station-to-station call waiting You can call, or transfer a call to, another station that is in use (as indicated by the fact that its station key, if one exists for it on your ESI Feature Phone, is glowing red). This generates a call waiting tone in the other station’s earpiece and puts a call waiting indication on the bottom line of that station’s display, as explained in “Call waiting display” (above).
User’s Guide ESI Feature Phone operation To retrieve a held call To retrieve a held call from the same ESI Feature Phone where it was put on hold, press HOLD again and dial the appropriate line number (using the display for reference). To retrieve a held call from any idle ESI Feature Phone on the system, press HOLD and dial the appropriate line number.
ESI Feature Phone operation User’s Guide Paging Your ESI phone system can be programmed to allow paging through an overhead paging system and/or paging through some (if page zones have been created) or all of the system’s Feature Phone speakers. Overhead paging Station number 199 is designated as the overhead paging port. If the ESI phone system has been connected to an overhead paging system, you can page by dialing 1 9 9 and making your announcement after the tones.
User’s Guide ESI Feature Phone operation Optional features Live outside calls If your station has been designated to receive live outside calls — i.e., those that have neither come through the auto attendant nor been transferred — your ESI Feature Phone will: (a.) Display that you are receiving an outside call (b.) Ring with a double cadence (internal calls ring with a single cadence). While you’re on a call, additional live calls to your station will ring with a subdued ring.
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User’s Guide Special keys Special keys FLASH The flash key serves several purposes: • Getting a fresh dial tone without replacing the handset — When connected to an outside line, press FLASH to automatically disconnect and receive fresh outside dial tone. (See also “RELEASE,” below.) • Sending a flash hook signal — If operating behind Centrex1 or a PBX, press FLASH to transmit a flash hook signal automatically to either the phone company’s central office or the host PBX.
Special keys User’s Guide Esi-Dex prompts displayed on a 48-Key Feature Phone Prompt What it means [Arrows] Move in the direction of the arrow as desired Moves backward to previous screen/record BACK DEL Deletes a specific name and/or number shown on the display DIAL Dials the phone number EDIT Edits information shown on the display LOC Selects Location Dex NEW Creates a new record in Esi-Dex NEXT Moves to next record or programming prompt PAUSE PER Inserts a three-second pause in a phone
User’s Guide Special keys . . . On the 48-Key Feature Phone 1. While your station is idle (or just after receiving dial tone), press ESI-DEX. This causes the Esi-Dex menu to appear, as shown: 2. Press a key to choose the appropriate Dex —Station Dex (STA), System Dex (SYS), Location Dex (LOC) or Personal Dex (PER) — or press RELEASE to cancel the procedure. Notes: System Dex and Location Dex aren’t available on every system. For the remainder of this example, we’ll assume you selected Personal Dex.
Special keys User’s Guide Adding names to your Personal Dex You can add names to your Personal Dex by using either the Caller ID method or the manual method. The Caller ID method is the same regardless of whether you’re using a 24-Key or 48-Key Feature Phone; however, the manual method is used differently on each phone model.
User’s Guide Special keys Manual method (on the 48-Key Feature Phone) 1. While your station is idle (or just after receiving dial tone), press ESI-DEX. This causes the Esi-Dex menu to appear, as shown: Note: Your display may differ, depending upon the availability of certain Dexes on your system. 2. Press PER to choose the Personal Dex. The display now reads: 3. Press NEW. 4. To enter each character for the name, press the dialpad key that includes the desired character.
Special keys User’s Guide 8. Enter the number — including, if necessary, the line access code 9 (or 8 or 71–76). To insert a twosecond pause, press PAUSE. Note: Use the V scroll key to enter special characters; use the W scroll key to backspace. You also can use the scroll keys to view the number after it’s saved. To change the number, you must delete it and then re-enter it as desired. 9. Press STOR to confirm the entry, which the phone will show briefly before returning to the Personal Dex display.
User’s Guide Special keys . . . On the 48-Key Feature Phone 1. While your station is idle (or just after receiving dial tone), press ESI-DEX. This causes the Esi-Dex menu to appear, as shown: 2. Press PER to choose the Personal Dex. 3. Select the desired name from the selected Dex, using one of two methods. Either: (a.) Press the scroll keys (W and V) to look up and down through the Dex until you find the name (names will appear in the order in which they were stored in the Dex); . . . Or . . . (b.
Special keys User’s Guide Using Esi-Dex: An example Let’s say you’re on a call with the XYZ Company — XYZ COMPANY appears on your display — and you wish to save the name and number for future use. Just press ESI-DEX. Your display will confirm that the information has been stored.1 Then, to call the XYZ Company in the future, use Esi-Dex as described below for each model of ESI Feature Phone. . . . On the 24-Key Feature Phone 1. Press ESI-DEX until you see PERSONAL DEX on the display. 2. Press 9 (W X Y).
User’s Guide Special keys 3. Press 9 (W X Y). The display will show the first stored name that starts with W, X or Y. 4. Continue to press 9 until XYZ COMPANY appears in the display. 5. Press DIAL. This dials the number for the XYZ Company. Important: The number dialed (if stored from a Caller ID) will be the number for the actual line used by the caller, and may be different than the caller’s listed number.
Special keys User’s Guide Message monitor mode (live call screening) (Not available on 12-Key Feature Phone.) Message monitor mode, also known as live call screening, lets you hear a caller leaving a message in your mailbox, just as with your home answering machine. You turn this feature on or off as part of user programming — PROGRAM 3 6.
User’s Guide Special keys Line keys If some of your programmable feature keys have been programmed as line keys (or you can program line keys using PROGRAM 2), press an unlit key to access the line. An outside call transferred to your station can be answered by simply lifting the handset or pressing SPEAKER. You do not have to press the line key.
Special keys User’s Guide Manual day/night mode (Code 560) The system’s main greeting can be manually changed using a programmable feature key. Each time the key is pressed, the display switches among the following: DAY, NGT, DAY2, NGT2, HDAY (holiday) or AUTO.1 Tip: To keep the system from being taken out of this mode, place it in auto and then delete the programmable feature key’s programming.
User’s Guide Special keys Missed-Call Key (Code 574) Note: This works only if you are receiving Caller ID service from your provider. Consult your Administrator, if needed. A programmable feature key with this code will flash whenever you have a missed call — meaning both (a.) you don’t answer a call to your station; and (b.) the caller doesn’t leave a message in your voice mailbox. When the key is flashing, press it to see the stored Caller ID record for the most recent missed call.
Special keys User’s Guide QuickPage (Code 577) Normally used by an operator, this key lets you quickly put on hold, and page, a station user. While on an outside-line call, you can press a QuickPage key, then enter a station number (or press a programmable feature key programmed for an extension) and the system will automatically page the person1, then forward the call to the person’s voice mailbox if he/she doesn’t answer.
User’s Guide Remote IP Feature Phone Remote IP Feature Phone Your Remote IP Feature Phone will operate like a regular ESI Feature Phone, with these exceptions: 1. Channel availability display The display on an idle Remote IP Feature Phone will show channel availability, rather than outside line availability: 3/10 4:59 PM RMT Remote channel(s) in use Remote channel(s) not in use As depicted above, the bottom right of the display of an idle Remote IP Feature Phone will show RMT (short for remote).
Remote IP Feature Phone User’s Guide Troubleshooting Important: The audio quality of the Remote IP Feature Phone is dependent on the quality of the connection between the Remote Phone and the IP PBX at the main office. High data traffic on a poor or overloaded connection will cause significant audio distortion, which may include pops and clicks, or warbling. In this case, contact your ESI Reseller or network administrator for assistance.
User’s Guide Using Esi-Link Using Esi-Link Important: You are being assigned a special feature not covered in the regular station user guide or tutorial. Be sure to consult the System Administrator for the Location Numbers used by your Esi-Link network. Overview Esi-Link is an optional feature that networks multiple ESI telephone systems (or locations) and IP Gateways (see page H.9) across an IP-based network.
Using Esi-Link User’s Guide Programmable feature keys and Esi-Link: an introduction With Esi-Link, you assign dialing information to your ESI Feature Phone’s programmable feature keys in the usual way — i.e., if a remote location station or mailbox is to be assigned to a programmable feature key, enter the location number followed by the station’s extension number or the mailbox number.
User’s Guide Using Esi-Link Dialing an Esi-Link location To dial a station through Esi-Link, press the appropriate Location Key followed by the desired station’s remote location extension number. For instance, let’s say you’re in Dallas and want to call extension 112 at your Chicago location. Just press the Location Key for Chicago plus the extension number (112).1 Transferring calls, dialing VOICE MAIL, etc. all operate the same way.
Using Esi-Link User’s Guide Transferring calls Outside callers can be transferred to remote location extensions, departments, and mailboxes. Note: To avoid poor voice quality on a transferred call, Esi-Link doesn’t allow an outside call coming from one location to be transferred or forwarded to another (or third) location. In the event a call must be transferred to another location, use the hold feature (see page H.5). Transferring an outside call to a remote location extension or department 1.
User’s Guide Using Esi-Link Paging The ESI phone system can be programmed to allow paging through an overhead paging system and/or paging through some (if page zones have been created) or all of the ESI Feature Phones’ speakers. Overhead paging Station 199 is designated as the overhead paging port. If the remote location system has an overhead paging system connected to it, you can page by dialing the location number followed by 1 9 9. After hearing the connect tone, you may make your announcement.
Using Esi-Link User’s Guide Dialing directly or transferring to a remote location mailbox 1. Press VOICE MAIL. 2. Press TRANSFER, and then immediately do one of the following: (a.) Press a programmable feature key that has been pre-programmed for that remote location mailbox; or (b.) Press the Location Key and then dial the remote mailbox number. or (c.) Dial the location number followed by the remote mailbox number.
User’s Guide Using Esi-Link Other Esi-Link features Using Location Dex to access a remote location’s Station Dex . . . on a 24-Key Feature Phone 1. Press ESI-DEX until LOCATION DEX appears in the display. 2. Use the scroll keys (V or W) to select the remote location name and number. You can also use the dial keys to “jump” to the first location name that begins with one of the letters on that dial key. 3. Press ESI-DEX again.
Using Esi-Link User’s Guide Call forwarding Here’s how to program call forwarding to a remote location extension, mailbox, or department. On the 24-Key Feature Phone 1. Either: (a.) Press a programmed call-forwarding key and a programmable feature key you have already set for the desired destination (whether it is an extension, a mailbox or a department). or (b.) Dial the call-forwarding feature code (5 6 5), press the Location Key and then dial the desired extension, mailbox, or department.
User’s Guide Using Esi-Link Remote outside-line-group access To help reduce your long-distance costs, your administrator may have allowed remote outside-linegroup access. To dial a phone number that is local to the remote office: 1. Press the Location Key for the remote office. 2. Dial 9 (or 8 or 71–76) 3. Wait for the second dial tone. Then, when you hear it, dial the desired phone number. As an example, let’s say you’re in the Chicago office and need to call a contact near the Dallas office.
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User’s Guide ACD agent operation ACD agent operation (Not available on 12-Key Feature Phone.) Important: You are being assigned a special feature not explained in the regular station User’s Guide or tutorial. Be sure to get your ACD department number from the system administrator. An ACD1 department is made up of agents who, when logged on, can receive calls for that department. Calls go to the logged-on agent who has been idle for the longest time.
ACD agent operation User’s Guide Wrap mode If you have paperwork or other wrap-up activities following a call, you'll appreciate the system's wrap mode. While you're logged on as an agent, pressing the programmed wrap key (or placing the call on Hold) prior to disconnecting from a call will set your station in wrap mode — this delays immediate assignment of the next call until you have had time to complete any wrap-up activities.
User’s Guide ACD agent operation While logged on: no DND, monitor mode or call forward While you are logged on as an agent, the system will deny your station the ability to place your phone in DND or monitor mode or to call-forward calls. When you log off, your station returns to normal regarding these capabilities. Call waiting While you are logged on as an agent, calls routed to you as a member of an ACD department will not call-wait to your station.
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User’s Guide Analog stations Analog stations If your station has been installed as an analog station, it will be able to use only a standard-type telephone. Because the phone isn’t digitally integrated to the phone system (like the ESI Feature Phones), its operation and capabilities will be different.1 Tip: To use a cordless phone in conjunction with an ESI Feature Phone, program a programmable feature key (or use CFWD) to easily forward calls to the cordless phone when out of your office.
Analog stations User’s Guide Conference calling To create a conference call: 1. 2. 3. 4. Establish the first call. FLASH twice, rapidly, to place the call on hold. Place a second call as you normally would. Once connected to the second call, FLASH again to connect all of you together. Notes: To add a fourth member to the conference, FLASH once and then repeat steps 3–4.
User’s Guide Analog stations Retrieving a call from on hold From internal dial tone, dial and the line number where the call is on hold. Dial 0 to answer the oldest held call in the system. Hold recall If a held call is not retrieved during the period of time (set by the Installer), it will recall to your phone if your station is idle. You will hear three short ring tones. Lift the handset; you will be connected to the held call.
Analog stations User’s Guide Following is a list of options that you may wish to include in your personal greetings: Option Instruction 0 To reach the operator 1 To skip directly to the record tone 2 To mark this message as urgent (See “Urgent Messages,” page D.
User’s Guide Analog stations Functions available during analog station voice mail message retrieval Note: Functions tinted gray, below, either change or are not available when you’re using an ESI Feature Phone (see page D.5). Key Function Description 1 Pause Pauses for one minute or until 1 is pressed again. 2 Hear time/date Pauses the message, plays the time/date of when the message was left and resumes. 3 Reply Replies to the originator of a message (if from a user in the system).
Analog stations User’s Guide Analog station programming After logging into your mailbox (pressing followed by the mailbox number), dial 5 to program. 1 Select personal greeting Select the desired greeting number: 1, 2 or 3. The system will prompts to re-record, delete, hear, or select as the current greeting by pressing #. 1 Record personal greeting Begin recording at the tone; press 1 to stop. The new personal greeting automatically replaces the previous greeting.
User’s Guide Analog stations Off-premises message delivery The ESI phone system can be programmed to deliver messages to an off-premises phone and/or to page you when your voice mailbox receives a message. You can set the phone number (cell phone, home number, another extension, etc.), the pager number and a delay time (the period that the system is to wait before attempting to deliver the message/page).
Analog stations User’s Guide 6 Off-premises message delivery 1 Delivery options 1 Delivery to phone number only 2 Notify pager only 3 Call phone first, then page 4 Call phone and page at the same time 0 No off-premises delivery 2 Phone delivery 1 Enter phone number Enter the phone number followed by # (24 digits maximum). Do not include an outside line access code (i.e., don’t add 9, 8 or 71–76) before the number. 2 Delete phone number Deletes the current phone number.
User’s Guide Analog stations Urgent messages You can have all new messages delivered as explained in the previous discussion or only those marked as urgent. If you have enabled urgent messages as part of user programming, you must include, in your personal greeting, instructions to the caller to press 2 to mark the message as urgent. In addition, messages marked urgent will be played ahead of other new messages during message retrieval.
Analog stations User’s Guide (This page included for pagination purposes only.) J.
Index V/W keys. See Volume/scroll keys ACD Administrator display, I.3 Agent log-on/off key, I.1 Display indications, I.2 LED indicator, I.2 Wrap mode, I.2 Analog stations Off-premises delivery, J.7 Programming, J.6 Voice mail operations from, J.3 Attendant operation. See Operator station Auto page, D.3 Background announce, E.9 Background announce key, F.12 Blind transfer, E.5 Broadcast mailbox. See Group/broadcast mailboxes Call forward key, F.12 Call forwarding, E.8 Call pick-up, E.12 Call waiting, E.
