User’s Guide 0450-0073 Rev. B Extensive user help is always available on the ESI Web site at www.esi-estech.com.
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Table of contents Digital Feature Phone operation ........................................................................................... A.1 Liquid crystal display (LCD) ...................................................................................................................................................A.1 Caller ID ................................................................................................................................................................................
ACD agent operation ............................................................................................................C.1 Programming the agent log-on/off key .................................................................................................................................C.1 Wrap mode............................................................................................................................................................................C.1 LED indicator............
IVX 128 Digital Feature Phone operation Digital Feature Phone operation Liquid crystal display (LCD) Your IVX 128 Digital Feature Phone is equipped with a speakerphone for hands-free conversation, an LCD display for call handling status, and both fixed and programmable feature keys for simplified operation. Its built-in voice mail features and voice prompting make it easy to program and use.
Digital Feature Phone operation IVX 128 Caller ID If you subscribe to Caller ID from your telephone service provider, the phone’s display will show an outside caller’s name and/or number.1 In some instances, the service provider can send only a general caller status such as UNAVAILABLE, PRIVATE, or NO DATA SENT. Programmable feature keys The 16 programmable feature keys at the top of the phone have been pre-programmed by the installer.
IVX 128 Digital Feature Phone operation Help during a call Press PROG/HELP while on a call and this will place the call on hold, whereupon you can use Help mode to hear a description of the function you wish to perform. When you exit Help mode, you will be reconnected to the call. While you are either in Help mode or programming your phone, your station will be temporally placed in DND (see “MUTE/DND,” page A.4).
Digital Feature Phone operation IVX 128 Volume/scroll keys The two smaller keys just above the dialpad labeled ▲ and ▼ 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.
IVX 128 Digital Feature Phone operation 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). Shortcut: Press a station key or dial the extension number; IVX 128 automatically turns on the speakerphone.
Digital Feature Phone operation IVX 128 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 party does not answer, the caller will be forwarded either to the called party’s mailbox or another destination the Installer has programmed.
IVX 128 Digital Feature Phone operation Conference calling To create a conference call: 1. Establish the first call. 2. Press CONF. This places the call on hold. 3. Place a second call as you normally would. 4. Once connected to the second call, press CONF again to connect together the three of you. 5. Repeat these steps to add additional parties to the conference. If the newest added-on party does not answer, press his/her station key again or press FLASH to return to the original conferees.
Digital Feature Phone operation IVX 128 Call waiting If you have enabled call waiting for your station (PROG/HELP 3 1) and a second call comes in while you are on another, you’ll hear a tone in your earpiece and the bottom line of your display will indicate that a second call is waiting. You can ignore the call waiting and it will be transferred to your mailbox (or other destination set by the installer). To toggle between the two calls, press FLASH.
IVX 128 Digital Feature Phone operation Park/hold operation The difference between park and hold Your Digital Feature Phone lets you put a call on either park or hold. Each puts a call into a standby mode, but here’s the difference between the two: • Park allows anyone on the IVX 128 system to retrieve the call. The system stores parked calls in several park zones you’ll identify numerically — e.g., “Park One,” “Park Four,” etc.
Digital Feature Phone operation IVX 128 Hold To place a call on hold Press HOLD to place an outside call on hold exclusively for the station you’re using. The HOLD LED will blink green. If your phone has line keys programmed, the corresponding line key will also blink green (it will show as busy at all other stations). To retrieve a held call To reconnect to a call on hold, press HOLD (blinking green) again. Or, if your phone has line keys programmed, press the corresponding (blinking green) line key.
IVX 128 Digital Feature Phone operation Call pickup From your station, you can answer a call ringing at another station or department by pressing PICK UP, then the appropriate ringing station key (if the destination is programmed into one of your keys; see “Programmable feature keys,” page A.26). During night mode (see page A.16), if a night bell is in use instead of the night auto attendant, press PICK UP 0 to access the ringing outside call.
Digital Feature Phone operation IVX 128 Esi-Dex Esi-Dex (“easy Dex”) is a powerful feature that allows you to access and auto-dial stored names and numbers. You may access names and numbers from three different sources: Dex Source Personal Dex Names that you have stored for your use (see “Adding names to your Personal Dex,” page A.
IVX 128 Digital Feature Phone operation Manual method While your station is idle, press ESI-DEX to select ADD-A-NAME then press #. Input the name and then the number as prompted (if needed, use the PROG/HELP Key for assistance): ADD-A-NAME NAME: 1. To enter each character for the name, press the dial pad key that includes the desired character. The key’s possible character entries will change each time you press the key. 2. When the desired character is displayed, press # to confirm the character.
Digital Feature Phone operation IVX 128 some local calls may not be auto-dialed correctly, depending on the limitations of your area’s local dialing plan. You may wish to create a manual listing for these. Consult your Administrator if you need further assistance.
IVX 128 Digital Feature Phone operation Headset operation You can use your phone with a headset connected to the handset jack. You must have a headset key programmed as one of your programmable feature keys (see “Other feature keys,” page A.27) to be used to connect or disconnect from a call. (See also “RELEASE key,” page A.11.)The key will blink green when a call is ringing and glow green when connected. You turn Headset Mode on or off as part of user programming (PROG/HELP 3 3).
Digital Feature Phone operation IVX 128 Optional features The following optional features may be accessible from your station. See the Administrator for details. In many of the cases you can dial the appropriate feature code (one that starts with 5), to activate or use the feature. In some instances, you must use a programmable feature key to serve as an on/off key for the feature (see “Programmable feature keys,” page A.26).
IVX 128 Digital Feature Phone operation Voice mail operation: an introduction IVX provides accurate and timely messages. Others will become more comfortable leaving you voice messages if you promptly retrieve and respond to your messages. VOICEMAIL The VOICEMAIL key is used for direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes. Personal greetings Initially, your mailbox has a generic greeting: “You have reached the mailbox for extension xxx.
Digital Feature Phone operation IVX 128 Personal greeting keys You can program a programmable feature key as a personal greeting key for any one of the three personal greetings. 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). Note: If you wish to re-record this greeting, press RECORD while the confirmation is playing and follow the prompts. Leaving messages . . .
IVX 128 Digital Feature Phone operation Quick Move™ The Quick Move feature is perfect for those times when you are on a call you know would be more appropriate for one or more other, currently unavailable co-workers (for whose stations you have programmed station keys on your phone).
Digital Feature Phone operation IVX 128 Exiting voice mail message playback To finish playback of messages, simply hang up your phone (please see the second Note below step 4, above). Keys’ functions during voice mail message retrieval Key Function name Description 1 Pause Pauses for one minute or until you press 1 again. 2 Time and date/ number toggle Toggles the bottom line of the display between the message’s time/date and the caller’s number.
IVX 128 Digital Feature Phone operation Retrieving voice mail messages using another user’s Digital Feature Phone Press VOICEMAIL and then *. 2. Dial your extension number. 3. Follow the procedures described in “Retrieving voice mail messages from your Digital Feature Phone” (page A.19). 1.
Digital Feature Phone operation IVX 128 Additional functions available during off-premises voice mail message retrieval Key Function Description 2 Hear time/date Pauses the message, plays the time/date when the message was left and resumes. 5 Access user programming Access certain user-programmable features. Note: Fast forward is not available from a remote location. 8 Main greeting Goes to the main greeting. 0 Operator Transfers you to the operator.
IVX 128 Digital Feature Phone operation Phone delivery Whenever your mailbox receives a new/urgent message (see "Urgent messages,” below), the system will call the number that you have programmed and play the prompt: "You have messages. Please enter your password.” The prompt will repeat three times before the system assumes that no one has answered (i.e., because it has "heard” no password) and disconnects.
Digital Feature Phone operation IVX 128 User programming: an introduction All user-controlled features can be programmed from your station by following the voice-prompted menus to: • Set or change the programmable feature keys (see "Programmable feature keys,” page A.26) • Enable/disable station options (see "Station options,” page A.
IVX 128 Digital Feature Phone operation Password Your password may consist of 2–8 digits followed by # (0 cannot be the first digit). The password will apply to station programming, voice mail retrieval and certain other features when activated.
Digital Feature Phone operation IVX 128 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.
IVX 128 Digital Feature Phone operation 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.
Digital Feature Phone operation IVX 128 3 Station options The station options sub-menu (PROG/HELP 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 A.8 for call waiting and page A.8 for background announce. 2 Personal greeting reminder See page A.14. 3 Headset operation See page A.15.
IVX 128 Digital Feature Phone operation 5 Password (See page A.25 for more details.) 1 Enter new password 2 Delete current password 3 Hear current password 4 Password security level 6 External message notification 1 Delivery options 1 Phone 2 Pager 3 Phone then Page 4 Phone and Page 5 Turn feature off 2 Phone delivery 1 Phone delivery and delay Enter the phone number (24 digits, maximum) followed by #. Do not include the line access code, 9 (or 8 or 7). To insert a two-second pause, press CONF.
Digital Feature Phone operation IVX 128 3 Pager notification 1 Enter pager number Enter the pager number (24 digits, maximum) followed by #. Do not include the line access code, 9 (or 8 or 7). To insert a two-second pause, press CONF. To insert a “#” to be dialed, press MUTE/DND. 2 Delete pager number When prompted, press 2 again to confirm deletion. The system will not page you until you enter a new pager number.
IVX 128 Analog stations Analog stations If your station has been installed as an analog station, it will be able to use only standard-type telephones. Because these phones are not digitally integrated to the phone system like the IVX Digital Feature Phones, their operation and capabilities will be different.6 Tip: To use a cordless phone in conjunction with a Digital Feature Phone, program a programmable feature key to easily call forward calls to the cordless phone when out of your office.
Analog stations IVX 128 Transfer a user to his/her mailbox To transfer to his/her mailbox a user who's calling from the outside to pick up messages, FLASH, dial *, and the appropriate mailbox number and hang up. 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.
IVX 128 Analog stations Page This key allows for paging through an overhead paging system and/or designated available telephone speakers. Press # and 0 to access all available stations. Press # and 1, 2 or 3 to access a programmed paging zone. Note: A page will not be output to the speakers of phones in use. Tip: To page for pick up of an outside call, park the caller by dialing * * *. A voice prompt will indicate the line number. Then page the person and announce the line number for retrieval.
Analog stations IVX 128 Message waiting indication If you have new messages, you will hear a short prompt "You have messages" and then internal dial tone whenever you lift the handset to place a call. You can choose to retrieve your messages then or place the call. Retrieving messages You can pick up messages from your station, when away from the office or from another user’s Digital Feature Phone. Lift the handset, and then dial * followed by your extension number.
IVX 128 Analog stations Functions available during analog station voice mail message retrieval 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). Record your reply at the tone; press 1 to stop. You will be returned to your mailbox and the original message.
Analog stations IVX 128 Retrieving messages from another user’s Digital Feature Phone Press VOICEMAIL, * , and dial your extension number. Follow the procedures described previously (see page B.4). Virtual Mailbox Key™ If you frequently pick up your messages from another user’s Digital Feature Phone (or allow that person to pick up your messages), you may 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.
IVX 128 Analog stations 5 Password The password will apply to station programming, voice mail retrieval and certain other features (when activated). 1 Enter new password Your password may consist of 2–8 digits followed by # (0 cannot be the first digit). Entering 0 as the sole password will turn off the password requirement. 2 Delete current password 3 Hear current password 4 Password security level Select one of the following password levels.
Analog stations IVX 128 Phone delivery Whenever it receives a new/urgent message into your mailbox, the system will call the number that you have programmed and play the prompt “You have messages; please enter your password.” The prompt will repeat three times before assuming that no one has answered and disconnecting. Upon answering, enter your password (if no password is set, you must enter 0). You will then be connected to your mailbox and can proceed with normal message retrieval operation.
IVX 128 Analog stations 3 Pager notification 1 Enter pager number Enter the phone number for your pager, followed by # (24 digits maximum8). Do not include the line access code 9 (or 8 or 7). 2 Delete pager number When prompted, press 2 again to confirm deletion. The system will not page you until a new pager number is entered. 3 Hear current pager number Urgent messages You can have all new messages delivered as explained in the previous discussion or only those marked as urgent.
Analog stations IVX 128 (This page included for pagination purposes only.) B.
IVX 128 Special feature: ACD ACD agent operation Important: You are being assigned a special feature not explained in the regular station user guide or tutorial. Be sure to get your ACD department number from the System Administrator. An ACD9 department is made up of agents who, when logged on, can receive calls for that department. Calls go to the logged-on agents who has been idle for the longest time.
Special feature: ACD IVX 128 Programming the wrap key Use the phone’s Help Mode (PROG/HELP) to verify the location of the wrap key (it has been assigned to the third row, left hand programmable feature key). 2. To program a new key location (or if one has not been previously programmed): (a.) Access programmable feature key programming (PROG/HELP 2). (b.) Press the key of the location where you wish the key to be located. (c.) Dial 5 6 2. (d.) Press the programmable feature key again. 1.
IVX 128 Special feature: ACD 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.
Special feature: ACD IVX 128 (This page included for pagination purposes only.) C.
IVX 128 Special feature: Guest mailboxes Guest mailboxes Important: You are being assigned a special feature not explained in the regular station user guide or 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.
Special feature: Guest mailboxes IVX 128 Retrieving guest mailbox messages from a Digital Feature Phone Press VOICEMAIL, *, and the guest mailbox number. 2. Enter your password if required (you may change the requirement for a password in user programming menu 5; see “Password,” page A.25). 3. IVX will start playback of messages with the oldest new message and continue until all messages are played.
IVX 128 Special feature: Guest mailboxes Keys’ functions during voice mail message retrieval Key Function name Description 2 Time and date/ number toggle Toggles the bottom line of the display between the message’s time/date and the caller’s number.* 3 Reply Replies to the originator of a message (possible only if message came from another user in the system).
Special feature: Guest mailboxes IVX 128 Virtual Mailbox Key If you frequently pick up messages from another user’s Digital Feature Phone or have someone else monitor your mailbox, ask the user to dedicate a programmable feature key (see also “Programmable feature keys,” page A.26) on his/her Digital Feature Phone as a Virtual Mailbox Key for your mailbox.
IVX 128 Special feature: Guest mailboxes Programming your guest mailbox from a Digital Feature Phone Press PROG/HELP, *, and the mailbox number. You will be prompted to: record the greeting, change the password, enter an external paging number, or exit by hanging up. 1 Select personal greeting 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 #.
Special feature: Guest mailboxes IVX 128 Off-premises delivery IVX 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). You can further set the system to deliver only messages marked as urgent (see "Urgent messages,” next page).
IVX 128 Special feature: Guest mailboxes Pager notification 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.
Special feature: Guest mailboxes (This page included for pagination purposes only.) D.
IVX 128 Special feature: Group/broadcast mailboxes Group/broadcast mailboxes Important: You are being assigned a special feature not explained in the regular station user guide or tutorial. Be sure to get your group mailbox number from the Administrator. Before we proceed: A 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.
Special feature: Group/broadcast mailboxes IVX 128 Leaving a group message Call the mailbox number and enter the appropriate password (if required). Deleting a group message from the group mailbox Enter group mailbox programming by pressing VOICEMAIL, *, and the group mailbox number. You will hear any previously recorded group messages not yet deleted by all members of the group. Delete by pressing 7. Exit by hanging up. Programming a group mailbox Press PROG/HELP, *, and the group mailbox number.
IVX 128 Special feature: Cascade paging mailboxes Cascade paging mailboxes Important: You are being assigned a special feature not covered in the regular station user guide or tutorial. Be sure to get your cascade paging mailbox number from the System Administrator. A cascade paging mailbox pages up to three designated numbers (of up to 24 digits each) in a sequence called a cascade. If a cascade paging mailbox receives a new message, IVX will page the first number for a set number of times.
Special feature: Cascade paging mailboxes IVX 128 TM Virtual Mailbox Key To help monitor that all messages have been picked up, you can program a programmable feature key on any Digital Feature Phone as a Virtual Mailbox Key for the cascade paging mailbox. When new messages exist, the key will blink; press it to connect automatically to the mailbox. Program the programmable feature key with VOICEMAIL, *, and the mailbox number (see “Programmable feature keys,” page A.26).
IVX 128 Special feature: Q & A mailboxes Q & A mailboxes Important: You are being assigned a special feature not covered in the regular station user guide or tutorial. Be sure to get your Q & A mailbox number from the System 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.
Special feature: Q & A mailboxes IVX 128 2 Delete question When prompted, press 2 again to confirm deletion. If you delete a question in the middle of a list without replacing it, the playback numbers of the other messages will not change (this is important only for your knowledge in programming, since the system itself won’t introduce each question to the caller as “Question 3,” “Question 6,” etc.).
IVX 128 Live outside calls • Operator station Live outside calls • Operator station Live outside calls If your station has been designated to receive live outside calls — i.e., those that have neither come through the IVX auto attendant nor been transferred — your Digital 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).
Live outside calls • Operator station (This page included for pagination purposes only.) H.
IVX 128 64-Key Expansion Console 64-Key Expansion Console The 64-Key Expansion Console adds 64 more programmable feature keys to your station (for a station total of 80). You program and operate the Console exactly the same as you do the 16 programmable feature keys on your Digital Feature Phone. To program the console: 1. Press PROG/HELP and then 2. 2. Press the desired programmable feature key. 3. Dial the digits to program the key. 4.
64-Key Expansion Console IVX 128 (This page included for pagination purposes only.) I.
Index ▲/▼ keys, A.4 64-Key Expansion Console, I.1 ACD Administrator display, C.3 Agent log-on/off key, C.1 Display indications, C.2 LED indicator, C.2 Wrap mode, C.1 Analog stations, B.1 Off-premises delivery, B.7 Operation, B.1 Programming, B.6 Voice mail operations from, B.3 Attendant console, I.1 Attendant operation, H.1 Background announce, A.8 Basic phone use, A.4 Blind transfer, A.6 Broadcast mailbox. See Group/broadcast mailboxes Call forwarding, A.7 Call pick-up, A.11 Call waiting, A.
Station options, A.29 Station audibles, A.29 Ring tone, A.29 Ring volume, A.29 Supervised transfer, A.6 System speed-dialing with Esi-Dex. See Esi-Dex Transferring an outside call, A.6 Un-delete. See Message Recycle Bin Urgent messages, A.24, D.7 User programming, A.25 Exiting programming mode, A.25 Password, A.26 Programmable feature keys, A.27 Select personal greeting, A.27 Virtual Mailbox Key, D.4, E.2, G.2 Voice mail, A.6 Voice mail operation, A.17 VOICEMAIL key, A.17 Volume keys, A.
