ESI Phone User’s Guide FOR ESI Communications Servers ESI-1000 • ESI-600 • ESI-200 • ESI-100 • ESI-50 Covering these current ESI phone models: ESI 60 Business Phone • ESI 40 Business Phone 48-Key Feature Phone • 24-Key Feature Phone • ESI Cordless Handset II . . . and these legacy ESI phone models: 12-Key Feature Phone • [Original] ESI Cordless Handset 0450-1047 Rev. M For on-line help, visit www.esi-estech.com/users. About ESI ESI (Estech Systems, Inc.
Introduction ..................................................................................................................................................................................................................................... A.1 ESI 60 Business Phone ........................................................................................................................................................................................................... A.2 ESI 40 Business Phone .............
User’s Guide Introduction Introduction Accessing the rich ESI feature set is simple and easy through the straightforward design of each of the various ESI phones. Each feature has been designed for ease of use while providing capabilities needed in an advanced business phone.
User’s Guide Introduction ESI 60 Business Phone The ESI 60 Business Phone has a variety of programmable and built-in features. It comes in three models: ESI 60D, a digital phone; and two versions (Gigabit Ethernet and 10/100 Ethernet) of ESI 60IP, an IP phone. Additionally, it supports up to two optional Expansion Consoles (see page A.5). All ESI 60 Business Phone models offer the same basic features which are described throughout this User’s Guide.
User’s Guide Introduction ESI 40 Business Phone The ESI 40 Business Phone has a variety of programmable and built-in features. It comes in two models: the ESI 40D, a digital phone; and the ESI 40IP, a 10/100 Ethernet IP phone. Additionally, it supports up to two optional Expansion Consoles (see page A.5). All ESI 40 Business Phone models offer the same basic features which are described throughout this User’s Guide.
User’s Guide Introduction 48-Key Feature Phone The 48-Key Feature Phone has a variety of programmable and built-in features. It has two versions: 48-Key Digital Feature Phone and 48-Key IP Feature Phone II. Additionally, it supports up to two optional Expansion Consoles (see page A.5). All versions of the 48-Key Feature Phone offer the same basic features which are described throughout this User’s Guide.
User’s Guide Introduction Optional Expansion Consoles Note: Your Installer or System Administrator must enable Expansion Console support for your extension before you can use one or both Expansion Consoles. The ESI 60 Business Phone, ESI 40 Business Phone, and 48-Key Feature Phone each can support up to two optional Expansion Consoles, for a possible total of 120 additional programmable feature keys.
User’s Guide Introduction 24-Key Feature Phone The 24-Key Feature Phone has features similar to those of the ESI desktop phones mentioned earlier. However, the 24-Key Feature Phone is available only as a digital model and doesn’t support IP, ESI’s VIP family 1 of software applications , or the Expansion Consoles. As is true for the ESI phones mentioned earlier, the 24-Key Feature Phone has built-in voice mail features and voice prompts that make it easy to program and use.
User’s Guide Introduction 12-Key Feature Phone (legacy product) The legacy 12-Key Feature Phone, still in use on many installed ESI systems, includes the basic, most commonly used phone features. This simplified model is available only as a digital model and doesn’t support IP, 1 2 ESI’s VIP family of software applications , the Expansion Consoles, speakerphone operation , or Esi-Dex.
User’s Guide Introduction ESI Cordless Handset II ESI’s Digital Cordless Handset II gives you most of the same features found in the 24-Key Feature Phone, but in a compact, portable form. Note that it does not have the following features found on some ESI desktop phones: Esi-Dex support (or ESI-DEX key), Caller ID key, Virtual Mailbox Key support, or Verbal User Guide. Each ESI Cordless Handset II comes with a charger/AC adapter, base station, belt clip, battery pack, and wall mount.
User’s Guide Introduction 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. Notes: 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.
User’s Guide Introduction 48-Key Digital Feature Phone In addition to how the 24-Key Feature Phone connects to the handset and line cord, note that this phone accepts a 60-Key Expansion Console cable (included with each Console) which uses standard RJ-11 telephone connectors. 48-Key IP Feature Phone II In addition to the details mentioned previously for the 48-Key Digital Feature Phone, the 48-Key IP Feature Phone II includes: • A power supply that is unswitched (i.e.
User’s Guide Introduction 60-Key Expansion Console connection Notes: Your Installer or System Administrator must enable Expansion Console support for your extension before you can use one or both Expansion Consoles. The 60-Key Expansion Console can be connected to an ESI 60 Business Phone (any model), ESI 40 Business Phone (any model), or a 48-Key Feature Phone (any model).
User’s Guide Introduction Second Expansion Console connection Notes: Your Installer or System Administrator must enable Expansion Console support for your extension before you can use one or both Expansion Consoles. The Second Expansion Console can be connected to a 60-Key Expansion Console that is connected to an ESI 60 Business Phone (any model), ESI 40 Business Phone (any model), or a 48-Key Feature Phone (any model).
User’s Guide Introduction ESI Cordless Handset II connection Each ESI Cordless Handset II comes with: • A charger/cradle to charge the Handset. • An AC adapter for use with only the charger. • A base station to provide a digital interface between the ESI phone system and ESI Cordless Handset II. This base station is line-powered and thus needs no AC power. Wall-mount(s), a belt clip, and a Quick Reference Guide.
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. Notes: As explained on page A.1, your ESI phone has a combo PROG/HELP key unless it is a 48-Key Feature Phone (which has separate PROGRAM and HELP keys).
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’s Guide User programming: An introduction 1 Select personal greeting Select the desired greeting — 1, 2 or 3. The system will play the current greeting, followed by prompts to rerecord, 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 — Programming a line number into a programmable feature key makes it a line key, which provides the appropriate lamp information and manual outside-line access.
User’s Guide User programming: An introduction 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 E.13 for call waiting and page E.13 for background announce. Note: Background announce is not available on a legacy 12-Key Feature Phone.
User’s Guide User programming: An introduction 4 Station audibles The station audibles programming provides control of the following audible items. Note: Only the third setting, message ring, is applicable to the ESI Cordless Handset. 1 Station ring tone You can select from six possible tones to help distinguish it from other nearby ringing phones. Press or to select a tone, then press # to accept it.
User’s Guide User programming: An introduction 6 External message notification Note: To use this feature, a legacy 12-Key Feature Phone must have a voice mail key assigned. 1 Delivery options 1 Delivery to phone number only 2 Notify pager only 3 Call first and then page 4 Call and page at the same time 0 No off-premises delivery 2 Phone delivery 1 Enter phone number Enter the phone number (24 digits, maximum) followed by #. Do not include an outside line access code (i.e.
User’s Guide User programming: An introduction 4 Urgent message activation 1 Urgent messages only Only urgent messages will be delivered. Note: Remember to say in your personal greeting that callers should press 2 to mark a message as urgent. (For more on personal greetings, see page D.1.) 2 All new messages Any new message will be delivered. 5 ESI Mobile Messaging options Note: This feature is available only if your ESI system is using ESI Mobile Messaging.
User’s Guide User programming: An introduction 7 Personal Call Routing 1 ESI Presence Management settings For additional details, consult the ESI Presence Management User’s Guide (ESI part # 0450-0793). Note: This function is available only if your phone system is using ESI Presence Management. If you’re not sure whether it is, consult your System Administrator. For more information about ESI Presence Management, visit www.esi-estech.com/presence.
User’s Guide Voice mail operation Voice mail operation Your ESI 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 For direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes: • On an ESI 60 Business Phone — Use the blue VOICE MAIL key.
User’s Guide Voice mail operation Depending on auto attendant usage and your personal preferences, you may wish to include one or more of these options in your personal greetings (each option must be pressed during greeting playback, before the beep, to be activated): Option 0 1 2 3 4 8 XXX Instruction To reach the operator To skip directly to the record tone (or “beep”) To mark this message as urgent (see “Urgent messages,” page D.
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.
User’s Guide Voice mail operation Message retrieval Message(s) waiting display If you have at least one new message, your ESI desktop phone’s VOICE MAIL key will blink (except on a legacy 1 12-Key Feature Phone) and your display will show the number of new and old messages in your mailbox. On an ESI Cordless Handset, an “envelope” icon on the display also appears when you have at least one new message.
User’s Guide Voice mail operation If using an ESI 60 Business Phone Note: If you’re using an ESI 60D (digital) phone, there will be a two- to three-second delay in display performance when you enter or exit the visual voice mail feature described below. (There is no such delay in display performance in using visual voice mail on an ESI 60IP phone.) 1. Press VOICE MAIL.
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.
User’s Guide Voice mail operation Virtual Mailbox Key (Not available on ESI Cordless Handset or legacy 12-Key Feature Phone.) If you frequently pick up your messages from another user’s ESI 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.
User’s Guide Voice mail operation Live recording (Not available on legacy 12-Key Feature Phone.) Note: To use this feature on an ESI Cordless Handset, it must have a programmable feature key set for key code 582. (See “Optional features,” page F.14.) It then functions like the RECORD key described herein. To begin recording both sides of the conversation during a call, press RECORD.
User’s Guide Voice mail operation Off-premises message delivery To program this, press PROG/HELP 6. Introduction The ESI 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.) and the pager number. You can further set the system to deliver only messages marked as urgent (see "Urgent messages,” page D.10).
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. Note: You can toggle the feature on or off in user programming (PROG/HELP 6 1).
User’s Guide Voice mail operation Setting up ESI Mobile Messaging Programming e-mail addresses and .WAV attachment settings Note: In order for you to access the Mobile Messaging settings described in this section, this feature must first be enabled for your extension or guest mailbox by the System Installer or Administrator.
User’s Guide Voice mail operation Active E-Mail destination for your extension On your ESI phone: 1. Press PROG/HELP 6 5 to reach the Mobile Messaging options. 2. Press 1 to reach the Active E-Mail setting. Then . . . If currently set for . . . . . . to switch to . . . Main E-Mail Alternate E-Mail Alternate E-Mail Main E-Mail [To keep your current setting] press . . . 1 and then # to confirm 0 and then # to confirm # to confirm 3. Either (a.) hang up (or press RELEASE) to complete programming or (b.
User’s Guide Voice mail operation Main E-Mail and Alternate E-Mail destinations for your guest mailbox On your ESI phone: 1. Press PROG/HELP . 2. Enter the number, followed by the password, of the guest mailbox you wish to program. 3. Press PROG/HELP 5 6 5 to reach the Mobile Messaging options. 4. Press either: • • 2 to reach the Main E-Mail destination setting. . . . or . . . 3 to reach the Alternate E-Mail destination setting. 5.
User’s Guide Voice mail operation Setting up twinning Note This feature is available only if your extension is authorized for trunk-to-trunk transfers. If you’re not sure whether it is, consult your System Administrator. With twinning, you can choose to have all calls that are directed to your extension ring an additional number, which can be either an internal extension or an outdial number. When you receive a call twinned in this fashion, you’ll be prompted to “press 1” to accept the call.
User’s Guide Voice mail operation 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. A guest mailbox is perfect for someone such as an outside salesperson or manufacturing employee who doesn’t have an internal extension assigned to him/her but still needs a mailbox. You can handle a guest mailbox as if it were a regular extension (i.e.
User’s Guide Voice mail operation Programming your guest mailbox from an ESI phone Press PROG/HELP , then the mailbox number and then # to confirm. You will be prompted to: record the greeting, change the password, enter an external paging number, or exit by hanging up. You can record up to three different personal greetings in your own voice indicating your availability to return calls. Tip: If necessary, review “Personal greetings,” page D.15 for options and sample greetings.
User’s Guide Voice mail operation 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. ™ Any user can use the Quick Groups feature to send a message to any combination of users (up to 65) without having to create specific group mailboxes. No programming is required to initiate Quick Groups.
User’s Guide Voice mail operation Optional voice mail feature: Cascade notification mailboxes Important: This is a special, optional feature not explained in the tutorial. Be sure to get your cascade notification mailbox number from the Administrator. A cascade notification mailbox dials up to three designated numbers (of up to 24 digits each) in a sequence called a cascade. If a cascade notification mailbox receives a new message, the ESI system dials the first number for a set number of times.
User’s Guide Voice mail operation Cascade notification parameters The cascade notification mailboxes will use the same CO line group and pager dialing pause as programmed by the Installer. Notification interval To program the notification interval parameter for a cascade notification mailbox: 1. From the programming menu for that mailbox, press 6 2. 2. Enter the number of minutes for the interval between attempts. Range: 1–1440. Default: 30.
User’s Guide Voice mail operation 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 numbers 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 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.
User’s Guide ESI phone operation ESI 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.4), monitor mode, etc.), and — on an ESI desktop phone (other than the legacy 12-Key Feature Phone) — the system’s current line usage. The line usage display you see will depend on (a.) how many phone lines you have and (b.) which display, two-line or three-line, your ESI phone has.
User’s Guide ESI phone operation Keys Programmable feature keys The phone’s programmable feature keys have been pre-programmed by the installer.
User’s Guide ESI phone operation Keys’ LEDs (lamps) The LEDs (light-emitting diodes), or lamps, associated with the programmable and fixed keys aid in determining the status of their function. In general: • Green indicates a function associated with your phone. • Red indicates an occurrence at another station. • Amber indicates the station’s status, either in DND mode or: 1 — With ESI Presence Management , off-premises. 2 — With ESI Cellular Management , not connected.
User’s Guide ESI phone operation MUTE/DND key To disable your handset or speaker microphone during a conversation (either with the handset or speaker), press MUTE/DND. While the mute function is activated, the MUTE/DND LED will blink rapidly and the display shows “MUTED.” When your phone is idle and you wish to make sure its calls go straight to voice mail, press MUTE/DND to toggle your phone in or out of DND (do-not-disturb) mode. The display will show DND and the MUTE/DND LED will glow amber.
User’s Guide ESI phone operation Basic phone use Outside calls To answer (double-ring cadence): Lift the handset or press SPEAKER. If using a Cordless Handset, either press TALK or remove the Cordless Handset from its charging cradle. 1 To place: Lift the handset or press SPEAKER. Then either press an unlit line key or dial 9 (or 8 or 71–76) to 1 be assigned an outside dial tone. On a Cordless Handset, press TALK and dial 9 (or 8 or 71–76).
User’s Guide ESI phone operation Direct station selection Programming some of the programmable feature keys (see pp. C.2–C.3) as station keys will provide direct access to those stations as well as providing lamp information as to their status. The station keys’ LEDs indicates the status of the station assigned to each key: If a station key’s LED is . . . The station assigned to that key is . . .
User’s Guide ESI phone operation Supervised transfer — announcing the caller to the called person 1. While connected to an outside call, press a station key (or press TRANSFER and then dial the extension number) and wait until the called person answers. 2. Announce the caller (e. g., “Hello; I’ve got Bill on the line and I’m transferring him to you now.”) 3. Hang up.
User’s Guide ESI phone operation . . . to a voice mailbox Transferring a caller to a mailbox to leave a message 1. While connected to an outside call, press VOICE MAIL and the appropriate station key — or, if your phone has no station key programmed for this destination, press VOICE MAIL, 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 phone operation . . . to a voice mailbox Transferring a caller to a mailbox to leave a message 1. While connected to an internal call, press TRANSFER, then press VOICE MAIL, and then press a station key or dial an 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., to assure yourself that you have placed the caller into the correct mailbox).
User’s Guide ESI 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. Note: If the forwarded-to station is busy or does not answer a forwarded call, the call will be returned to your mailbox. On an ESI 60 Business Phone, ESI 40 Business Phone, or 48-Key Feature Phone: 1.
User’s Guide ESI phone operation Call forwarding/no-answer Note: The ESI Cordless Handsets and legacy 12-Key Feature Phone do not support call forwarding/no-answer. One special form of call forwarding your phone can do is called call forwarding/no-answer.
User’s Guide ESI phone operation Call forwarding/off-premises 1 You may also be able to call-forward to an outside number. This is called call forwarding/off-premises. When this is set, outside calls that are directed to your extension will be forwarded to the outside number. If the call 2 isn’t answered in time, the caller will be routed to the extension’s voice mailbox. To set: 1. Press CFWD (or a programmable feature key to which you have assigned 5 6 5). 2.
User’s Guide ESI phone operation Call waiting If you’ve enabled call waiting for your station (PROG/HELP 3 1) and a second call comes in while you’re on another, a tone in your earpiece and the bottom line of your display will indicate that a second call is waiting. You can ignore the waiting call and it will be transferred to your mailbox (or other destination set by the Installer). To toggle between the two calls, press FLASH/RDL (or FLASH on certain legacy phones).
User’s Guide ESI phone operation Hold/exclusive hold operation The difference between hold and exclusive hold Your ESI phone lets you put a call (internal or outside) on either hold or exclusive hold. Each puts a call into a standby mode, but here’s the difference between the two: • Hold allows anyone on the ESI system to retrieve the call. Users connected to outside (or Esi-Link) calls can press HOLD to place the call on hold.
User’s Guide Hold ESI phone operation Exclusive hold To place a call on exclusive hold To place a call on exclusive hold on an ESI phone, press HOLD for at least one second. The display will briefly appear as follows . . . ESI phone with two-line display ESI phone with three-line display 12-Key Feature Phone (legacy product) . . . and then return to its normal state. This exclusive hold will cause the HOLD key to light solid red on just that ESI phone (i.e.
User’s Guide ESI phone operation Paging Your ESI system can be programmed to allow paging through an overhead paging system and/or paging through some (if page zones have been created) or the speakers of all of the system’s ESI phones. Overhead paging If the ESI system has been connected to an overhead paging system, you can page by assigning 5 9 9 to a programmable feature key (see pp. C.2–C.3) to make it an overhead paging key.
User’s Guide ESI 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 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 secondary ring.
User’s Guide Special keys Special keys FLASH/RDL 1 The FLASH/RDL key is used for both flash functions and redial functions. Flash functions While you’re on a call, pressing FLASH/RDL allows you to perform these flash functions: o Getting a fresh dial tone without replacing the handset — When connected to an outside line, press FLASH/RDL to automatically disconnect and receive fresh outside dial tone. (See also “RELEASE,” below.
User’s Guide Special keys Esi-Dex (Not available on ESI Cordless Handsets or the legacy 12-Key Feature Phone.) Esi-Dex (“easy Dex”) is a powerful feature that lets you access and auto-dial stored names and numbers. You may access names and numbers from as many as four different Dexes (i.e.
User’s Guide Special keys Auto-dialing using Esi-Dex . . . On an ESI phone with a two-line display 1. While your station is idle (or just after receiving internal dial tone), repeatedly press ESI-DEX to select the desired Dex: 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. However, the procedure is the same for any of the other Dexes. 2.
User’s Guide Special keys 3. Choose the desired name from the selected Dex, using one of two methods. Either: (a.) Scroll — Press the scroll keys ( and ) 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 . . . 1 (b.) Dial-by-name — Dial up to the first three characters of the extension, department, or guest mailbox name. For example: if you want to call John Doe, dial 5 6 4 (because it spells J O H).
User’s Guide Special keys 4. Press # again when finished entering the name. 5. Now, enter the number — including, if necessary, the line access code 9 (or 8 or 71–76). Note: Use the scroll key to enter special characters; use the 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. 6. Press # to confirm the entry. Manual method (on an ESI phone with a three-line display) 1.
User’s Guide Special keys 7. Press NEXT when finished entering the name. You will see the display for entering the number that goes with the name you entered. 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 scroll key to enter special characters; use the scroll key to backspace. You also can use the scroll keys to view the number after it’s saved.
User’s Guide Special keys 3. When the desired name and number appears . . . . . . delete the entry by pressing either or HOLD. . . . On an ESI phone with a three-line display 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. Choose the desired name from the Personal Dex, using one of two methods. Either: (a.
User’s Guide Special keys 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 1 information has been stored. Then, to call the XYZ Company in the future, use Esi-Dex as described below for each model of ESI phone. . . . On an ESI phone with a two-line display 1. Press ESI-DEX until you see PERSONAL DEX on the display. 2.
User’s Guide Special keys 3. Enter 9 2 5 (W A L). The display will show the first stored name that starts with the character range from WAJ to YCL. 4. Press the scroll keys ( and ) 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.
User’s Guide Special keys Message monitor mode (live call screening) (Not available on the legacy 12-Key Feature Phone.) Message monitor mode, or 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 — PROG/HELP 3 6.
User’s Guide Special keys Answering a call using a paired Bluetooth headset Here is the procedure for answering a phone call when using a Bluetooth headset that is paired to your ESI phone via the ESI Bluetooth Headset Interface. Note: When an incoming call rings on the ESI phone, the headset will provide an audible ringing if the headset supports this.
User’s Guide Special keys Cautions In general Bluetooth is an industrial specification for low-powered, short-range wireless networking. It provides a way to connect, and exchange information between, devices. Bluetooth is used not only in cellular phones and handsets but also personal computers, as well as other devices such as video game consoles. Bluetooth devices use a globally recognized, secure, unlicensed, short-range radio frequency.
User’s Guide Special keys Outside dial tone preference If you make mostly outside calls, you may find this setting helpful. It tells your station to connect automatically to an available outside line; i.e., you don’t have to dial 9 (or 8 or 71–76) before the phone number. Therefore, when you lift the handset or press SPEAKER, you will immediately receive an outside dial tone from the highest1 numbered line available to you.
User’s Guide Special keys Optional features The following optional features may be accessible from your station. See the Administrator for details. In each case, you must use a programmable feature key to serve as an on/off key for the feature (see “Programmable feature keys,” page C.2). Note: In the codes, DDD = ACD department number and XXX = extension number. Code F.
User’s Guide Special keys Service observing (Code 561) Your administrator may assign service observing capability to those users who need to monitor others’ calls silently (e.g., in order to aid in quality assurance of call activity). To begin service observing, press the assigned programmable feature key, followed by an extension number or station key. To discontinue observing, press the station key again or hang up.
User’s Guide Special keys Personal greeting keys (Codes 571–573) These keys will provide for easy activation of one or more of your personal greetings (see “Personal greetings,” page D.1). The key's LED will be green for the associated personal greeting that is active. These keys can be used in place of or in conjunction with manual activation of the greetings in programming mode. Note: For ACD key programming, see “ACD agent operation,” pp. I.1–I.5.
User’s Guide Special keys Virtual Answer Keys (Codes 575, 576) Notes: This works only if call waiting is enabled for your station. Consult your System Administrator if needed. Not available on ESI Cordless Handsets. You can program a Virtual Answer Key to play a greeting to a caller when your extension is busy and route the caller to a desired destination by pressing this key. Program a programmable function key with either 5 7 5 or 5 7 6.
User’s Guide Special keys Voice mail (Code 579) Allows a legacy 12-Key Feature Phone (which lacks a dedicated VOICE MAIL key) to have voice mail access. Warning: To use voice mail from a legacy 12-Key Feature Phone, you must assign this code to a programmable feature key. Failing to do so will disable the mailbox. (When you try to access a disabled mailbox, the system will notify you that it’s disabled.
User’s Guide Special keys Performing Quick Switch While you’re on a call, or while a call is ringing to the desktop, the Quick Switch key on your desktop phone glows solid green; this indicates that you can perform a Quick Switch. To transfer the call to your Cordless Handset: 1. Press the Quick Switch Key. This “blind-transfers” the call to the ESI Cordless Handset, causing it to ring, while simultaneously disconnecting the desktop phone. 2.
User’s Guide Special keys Loop key (Code 587) A loop key allows for the appearance of any CO line or Esi-Link call that may be ringing a station, without the need for a programmable feature key to be programmed as a CO line key. Up to six loop keys may be programmed per station. Using a loop key • Incoming outbound calls will appear on the first available loop key (if one or more loop keys are programmed on the phone). • Calls may be placed on exclusive hold simply by pressing the active loop key.
User’s Guide Using an ESI desktop IP phone remotely Using an ESI desktop IP phone remotely When used remotely (i.e., connecting to the ESI system over a WAN or the Internet rather than on a LAN), a ESI desktop IP phone will operate like a regular ESI desktop phone, with these important exceptions: • Mode display — The bottom section of the phone’s display will show RMT (short for remote) to indicate the phone’s current mode.
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 systems (or locations) across an IP-based network. With Esi-Link, a multi-site business can integrate up to 100 of its locations, using the latest VoIP (voice over IP) technologies.
User’s Guide Using Esi-Link Programmable feature keys and Esi-Link: an introduction With Esi-Link, you assign dialing information to your ESI 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 1 Chicago location. Just press the Location Key for Chicago plus the extension number (112). Transferring calls, dialing VOICE MAIL, etc. all operate the same way.
User’s Guide Using Esi-Link Transferring calls Outside callers can be transferred to remote location extensions, departments, and mailboxes. 1 Note: On legacy ESI systems , as well as ESI Communications Servers running older system software, 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).
User’s Guide Using Esi-Link Using feature keys with Esi-Link To use a fixed feature key (e.g., TRANSFER) to access an Esi-Link location: 1. Press the fixed feature key. 2. Either . . . (a.) Press the appropriate Location Key. . . . or . . . (b.) Dial the location number. 3. Dial the destination as follows: (a.) If it’s an extension, voice mailbox or department group, dial the three-digit number. (b.
User’s Guide Using Esi-Link Hold Overview • Placing a call on hold from home location to remote location — When you place a call on hold locally, you can initiate a page to a remote location, announcing the call and the line number on which it is placed on hold at the original location. Press PAGE (#), followed by the appropriate Location Key (and then dial the paging zone at the remote location).
User’s Guide Using Esi-Link 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 an ESI phone with a two-line display 1. Press ESI-DEX until LOCATION DEX appears in the display. 2. Use the scroll keys ( or ) 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.
User’s Guide Using Esi-Link Call forwarding Here’s how to program call forwarding to a remote location extension, mailbox, or department. On an ESI phone with a two-line display 1. 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). For instance, to forward to extension 112 in Chicago (location 702 in this example), press the Chicago Location Key and then dial 1 1 2. 2.
User’s Guide Using Esi-Link Remote outside-line-group access To help reduce long-distance costs, your administrator may have allowed remote outside-line-group 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.
User’s Guide ACD agent operation ACD agent operation (Not available on the legacy 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. 1 An ACD 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 since answering his/her last ACD call.
User’s Guide ACD agent operation Wrap mode If you have paperwork or other wrap-up activities after 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 exclusive 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 Display indications While you are logged on, the display will show the department’s call status as shown below. • If you're logged on but idle: • If you're logged on and on a call, the display shows the Caller ID (or line number) and duration of the 1 current call.
User’s Guide 6. ACD agent operation This shows how many calls are queued in the two ACD departments where the user is logged on. A wait (WT) countdown timer indicates the length that the longest-holding call has been holding. Pressing the NXT soft key while this appears takes the user to the next display indication. 7. This shows the wait time for current calls ACD departments where the user is logged on. Pressing the NXT soft key while this appears takes the user back to display indication 4, above.
User’s Guide ACD agent operation ACD administrator key Setting a programmable feature key to be an ACD administrator key allows a user to view the call activity of an ACD group. Set a programmable feature key with 5 6 3 and the ACD department number (for example, 5 6 3 2 9 0), and then press the key. It will glow green and the bottom line of an ACD group's display will appear until you press the key again. To program an ACD administrator key: 1.
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 integrated to the phone system (like the ESI phones), its operation and capabilities will 1 be different. Note: The following ESI system features are not available to analog stations: • Account codes. • ACD agent or administrator features. • Call forwarding. • Call-forwarding/no-answer. • Call recording. • Caller ID key. • DND.
User’s Guide Analog stations Transferring calls Transferring outside calls While connected to an outside call, FLASH and dial the extension number. Hang up immediately to perform a blind transfer; or, to perform a supervised transfer, wait until the called person answers, announce the caller, and then hang up. If the transferred-to person does not answer, FLASH to be reconnected to the original caller.
User’s Guide Analog stations Call waiting To enable call waiting for your station, press XXX 5 3, where xxx represents your analog station’s extension number. Then, if someone calls you while you’re already on a call, you’ll hear a tone in your earpiece. FLASH to toggle between the original call and the call waiting. To drop either call, hang up while connected to the call to be dropped. When your phone rings, lift the handset and you will be reconnected to the other caller.
User’s Guide Analog stations Voice mail operation from an analog station The ESI system will provide accurate and timely messages. Others will become more comfortable leaving you voice messages if you pick-up and respond to your messages promptly. Personal greetings Initially, your mailbox has a generic greeting: “You have reached the mailbox for extension xxx, dial zero to reach the operator or begin recording at the tone.
User’s Guide Analog stations Retrieving messages You can pick up messages from your station, when away from the office or from another user’s ESI phone. 1. Lift the handset, and then dial followed by your extension number. If calling from the outside, at the main greeting, press and enter your extension number or have the operator transfer you by pressing VOICE MAIL, , and entering your extension number. 2. If required, enter your password.
User’s Guide Analog stations 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.), and the pager number. You can further set the system to deliver only messages 1 marked as urgent (see "Urgent messages,” page D.10).
User’s Guide Analog stations 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.
Index / keys. See Volume/scroll keys 911 calls prohibited on IP phone used remotely, G.1 ACD Administrator display, I.5 Agent log-on/off key, I.1 Display indications, I.3 LED indicator, I.2 Wrap mode, I.2 Analog stations Off-premises delivery, J.7 Programming, J.6 Voice mail operations from, J.4 Attendant operation. See Operator station AutoPage, D.3 Background announce, E.13 Background announce key, F.15 Blind transfer, E.6, E.7, E.8 Broadcast mailbox. See Group/broadcast mailboxes Call forward key, F.
