User’s Guide 0450-0200 Rev. D 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 ................................................................................................................................................................................
Analog stations....................................................................................................................B.1 Analog station operation.......................................................................................................................................................B.1 Voice mail operation from an analog station ........................................................................................................................B.3 Analog station programming....
IVX 128 Plus Digital Feature Phone operation Digital Feature Phone operation Your IVX 128 Plus 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 Plus 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 Plus 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 temporarily placed in DND (see “MUTE/DND,” page A.4).
Digital Feature Phone operation IVX 128 Plus 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 Plus 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 Plus automatically turns on the speakerphone.
Digital Feature Phone operation IVX 128 Plus 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 Plus Digital Feature Phone operation Supervised transfer — announcing the caller to the called party 1. While connected to an outside call, press TRANSFER and then the line access code (9, 8, or 71–76, and then dial the telephone number to which you want to transfer. 2. Do not hang up; instead, wait until the called party answers. 3. Announce the caller (e. g., “Hello; I’ve got Bill on the line and I’m transferring him to you now.”) 4. Hang up, completing the supervised transfer.
Digital Feature Phone operation IVX 128 Plus Any member of the conference can drop out by simply hanging up. However, when the station that created the conference hangs up, all parties in the conference are disconnected. Individual stations or lines connected to the conference can be dropped from the conference by pressing their station or line key (lit green). Note: A total of 24 parties can be in conferences within the system at any one time. No more than four parties can be in a single conference.
IVX 128 Plus Digital Feature Phone operation Call waiting display Be sure to check the display when you’re using call waiting. Initially, the top line shows the name or number of your original call (depending on how the call was created) and the call duration. The bottom line shows the name or number of the call waiting along with the duration of that call. The arrow on the display will move between the top and bottom line, indicating to which call you are connected. Here’s an example: 1.
Digital Feature Phone operation IVX 128 Plus 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 Plus 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.
IVX 128 Plus Digital Feature Phone operation 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.
Digital Feature Phone operation IVX 128 Plus Paging The IVX system can be programmed to allow paging through an overhead paging system and/or paging through some (if page zones have been created) all of the system’s Digital Feature Phone speakers. Overhead paging Station number 199 is designated as the OH paging port. If IVX has been connected to an overhead paging system, you can page by dialing 1 9 9 and making your announcement after the tones.
IVX 128 Plus Digital Feature Phone operation 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 key,” below.) 5 • Sending a flash hook signal — If operating behind Centrex or a PBX, press FLASH to transmit a flash hook signal automatically to either the phone company’s central office or the host PBX.
Digital Feature Phone operation IVX 128 Plus Esi-Dex Esi-Dex (“easy Dex”) is a powerful feature that allows you to access and auto-dial stored names and numbers.
IVX 128 Plus Digital Feature Phone operation Manual method While your station is idle, press ESI-DEX until prompted to ADD-A-NAME, then enter the name and 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 Plus System speed-dialing with Esi-Dex If your administrator has programmed system speed-dial numbers, you can access one of these numbers either via Esi-Dex, as explained in the foregoing discussion, or auto-dial it by dialing its corresponding three-digit access number (in the range 600–699).
IVX 128 Plus Digital Feature Phone operation 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 highest-numbered line available to you.
Digital Feature Phone operation IVX 128 Plus 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). Press the assigned programmable feature key (or dial code 5 6 1), followed by an extension number or station key, to begin service observing. To discontinue observing, press the station key again or hang up.
IVX 128 Plus Digital Feature Phone operation 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 — i.e., 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.
Digital Feature Phone operation IVX 128 Plus QuickPage (Code 577) Normally used by an operator, this key lets you quickly park and page a station user. After programming a key as a quick page key, you can — while on an outside phone call — press the key, then enter a station number (or press a programmable feature key programmed for an extension) and the system will automatically page the person7, then forward the call to the person’s extension (or, if there is no answer, the person’s voice mailbox).
IVX 128 Plus Digital Feature Phone operation 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 A.18). 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 . . .
Digital Feature Phone operation IVX 128 Plus 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 “Voice mail operation: an introduction,” pages A.20–A.21). You must have personal greeting 3 selected and it must tell callers to press 3 for this feature.
IVX 128 Plus Digital Feature Phone operation Live recording RECORD 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 limit8 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 LCD will display RECORDING.
Digital Feature Phone operation IVX 128 Plus Retrieving voice mail messages from your Digital Feature Phone 1. Press VOICEMAIL. 2. Enter your password if required (you may change the requirement for a password in user programming menu 5; see "Password,” page A.29). 3. IVX will start playback of messages with the oldest new message and continue until all messages are played.
IVX 128 Plus Digital Feature Phone operation Keys’ functions during voice mail message retrieval from a Digital Feature Phone 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.9 3 Reply 4 Back up (rewind) Replies to the originator of a message (possible only if message came from another user in the system).
Digital Feature Phone operation IVX 128 Plus Retrieving voice mail messages using another user’s Digital Feature Phone 1. 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.24).
IVX 128 Plus Digital Feature Phone operation Off-premises message 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.), a delay time (the period that the system is to wait before attempting to deliver the message), and the pager number.
Digital Feature Phone operation IVX 128 Plus Urgent messages You can have all new messages delivered or choose to have only urgent messages delivered. If you have enabled the urgent message feature as part of user programming (PROG/HELP 6 4), you must include, in your personal greeting, instructions for the caller to press 2 to mark the message as urgent.
IVX 128 Plus 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 Plus 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 Plus Digital Feature Phone operation • Speed-dial keys — In addition to programming a programmable feature key with a system speed-dial number, you can create personal speed-dial keys for automatic dialing of frequently called outside numbers. If you program 9 (or 8 or 71–76) plus a phone number, the programmable feature key becomes a speed-dial key. When you program a speed-dial Key, there's no need to insert a pause after the 9 (or 8 or 71–76).
Digital Feature Phone operation IVX 128 Plus 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.9 for background announce. 2 Personal greeting reminder See page A.16. 3 Headset operation See page A.16.
IVX 128 Plus Digital Feature Phone operation 5 Password (See page A.29 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 0 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 71–76). To insert a two-second pause, press CONF.
Digital Feature Phone operation IVX 128 Plus 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 71–76). 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 Plus 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.13 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 Plus Transfer a call to the main greeting To transfer an outside caller to the main greeting, flash, dial # and hang up. 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).
IVX 128 Plus 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 Plus 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. 1. Lift the handset, and then dial * followed by your extension number.
IVX 128 Plus Analog stations Functions available during analog station voice mail message retrieval Key Function Description 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 Plus 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 Plus 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 Plus 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 Plus Analog stations 3 Pager notification 1 Enter pager number Enter the phone number for your pager, followed by # (24 digits maximum16). Do not include the line access code 9 (or 8 or 71–76). 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 Plus (This page included for pagination purposes only.) B.
IVX 128 Plus 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 ACD17 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 Plus Programming the wrap key 1. 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.
IVX 128 Plus 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 Plus (This page included for pagination purposes only.) C.
IVX 128 Plus 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 Plus Retrieving guest mailbox messages from a Digital Feature Phone 1. 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.29). 3. IVX will start playback of messages with the oldest new message and continue until all messages are played.
IVX 128 Plus 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 Plus 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.30) on his/her Digital Feature Phone as a Virtual Mailbox Key for your mailbox.
IVX 128 Plus Special feature: Guest mailboxes Programming your guest mailbox from a Digital Feature Phone Press PROG/HELP, *, 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. 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 Plus Off-premises message 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).
IVX 128 Plus Special feature: Guest mailboxes Message notification 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.
Special feature: Guest mailboxes (This page included for pagination purposes only.) D.
IVX 128 Plus 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 Plus 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.
IVX 128 Plus 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: Group/broadcast mailboxes IVX 128 Plus 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 rapidly; 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.30).
IVX 128 Plus 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 Plus 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 Plus 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 Plus 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 Plus (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 Agent operation, 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 Auto page, A.22 Background announce, A.9 Background announce key, A.18 Basic phone use, A.4 Blind transfer, A.6 Broadcast mailbox.
Q & A mailboxes, G.1 Quick Groups, A.21, E.1 Quick Move, A.23 Quick page, A.20 RECORD KEY, A.23 REDIAL key, A.13 RELEASE key, A.13 Retrieving messages, A.24, A.26, A.27, D.6 Ring tone, A.32 Ring volume, A.32 Samples of personal greetings, A.20 Scroll keys, A.4 Service observing, A.18 SPEAKER KEY, A.3 Speed-dial keys, A.31 Station keys, A.30 Station options, A.32 Station audibles, A.32 Ring tone, A.32 Ring volume, A.32 Supervised transfer, A.6, A.7 System speed-dialing with Esi-Dex.
