Administrator’s Manual 0450-0328 Rev.
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Table of contents Administrator programming: An introduction......................................................................................................A.1 Administrator’s duties...................................................................................................................................................................................A.1 Telephone system features....................................................................................................................
(This page included for pagination purposes only.
IVX E-Class Administrator’s Manual Administrator programming: An introduction Administrator programming: An introduction You can program ESI’s IVX E-Class system (IVX 128e or IVX 72e) locally or remotely from a 48-Key Digital Feature Phone or 24-Key Digital Feature Phone while the system is operating. You also can program using ESI’s Esi-Admin, a Windows-based software application your ESI Reseller can provide. Read the E-Class User’s Guide first.
Administrator programming: An introduction IVX E-Class Administrator’s Manual • Intelligent Call Forwarding™ — Lets users of compatible PRI-equipped ESI systems view the original Caller ID data of a call forwarded to an off-premises phone.
IVX E-Class Administrator’s Manual Administrator programming: An introduction ACD features • Routes calls within designated departments for quickest possible call answering. • Uses Digital Feature Phone display to provide up-to-the-second information on queues and wait times. • Delay announcement (Generation II only.). • Priority queueing (Generation II only.). • Overflow routing (Generation II only.).
Administrator programming: An introduction IVX E-Class Administrator’s Manual System programming overview Once you’ve accessed programming mode on an appropriate ESI Feature Phone, the system will prompt for — and confirm — each keystroke action via voice commands and the display. You program both configuration data and recordings in the same manner.
IVX E-Class Administrator’s Manual Administrator programming: An introduction Programming keys During programming, the first line of the display will show the current item being programmed, and the second line will be the entry line. You can enter values as directed by the combination of the voice prompts and display. To enter multiple values, such as a list of extension numbers, separate each value by # (to exit the list, enter # #). To... Press ... Enter # Back up (i.e.
Administrator programming: An introduction IVX E-Class Administrator’s Manual System fixed numbering plan Numbers 0 1–66 100–183 199 290–299 300–489 490–499 Function Operator CO lines User extensions Overhead paging port Department numbers Guest/info mailboxes Q & A mailboxes Numbers 500 501–516 520–529 530–550 560–589 590–598 600–699 700–799 Function Broadcast mailbox Group mailboxes Cascade paging mailboxes Recordable system prompts Feature codes MOH recordings System speed dial Esi-Link locations R
IVX E-Class Administrator’s Manual Function 1: System parameters Function 1: System parameters Function 13: Administrator password These functions will display the existing password and prompt for entry of a new password. The passwords can be 2–8 digits long, followed by #. The Installer can change either the Installer or Administrator password. Only those functions listed in the Administrator Manual can be programmed via the Administrator password. The default Administrator password is 4 5 6.
Function 1: System parameters IVX E-Class Administrator’s Manual Function 142: Automatic time setting 1. Synchronize with CID This function, when enabled, synchronizes the real-time clock with Caller ID (CID) messaging: call processing compares the time of a CID message to the system real-time clock and, if the difference is more than two minutes, resets the real-time clock to match the time (hours and minutes) of the CID message.
IVX E-Class Administrator’s Manual Function 1: System parameters Function 17: System speed-dial Up to 100 system speed dial names and associated numbers can be stored, in location numbers 600–699, for access by any station. A user can initiate a system speed-dial by dialing the speed dial location number or by accessing the name through the Esi-Dex feature. In Function 32, access to system speed-dial can be denied to individual stations (see page C.1).
Function 1: System parameters IVX E-Class Administrator’s Manual (This page included for pagination purposes only.) B.
IVX E-Class Administrator’s Manual Function 3: Extension programming Function 3: Extension programming Important: Where any gray shading (■) appears in an example, it represents values either unavailable to the function or unused in the particular example. Function 32: Extension feature authorization Function 321: Standard feature authorization An Administrator can allow or deny many extension features on an extension-by-extension basis.
Function 3: Extension programming IVX E-Class Administrator’s Manual 10. AutoPage — Lets the user turn AutoPage (defined below) on or off at his/her station. Note: This feature is used in conjunction with the directory names recorded in Function 62 and is not active until a directory name is recorded for the extension.
IVX E-Class Administrator’s Manual Function 3: Extension programming 13. Trunk-to-trunk transfer — When enabled, this lets the station user initiate a trunk-to-trunk transfer. The user, while connected to a CO line, can press TRANSFER, dial an off-site number and then complete the trunk-to-trunk transfer by simply hanging up. Both outside parties are then connected. A station user also can set up a conference call and then drop out of the conference, leaving the other members conferenced.
Function 3: Extension programming IVX E-Class Administrator’s Manual Function 322: Advanced extension feature authorization This function allows authorization of some other ESI features, particularly those involving licensing. Below is an example of a completed programming worksheet. 1. Ext. 2. Name 3. VIP 4. Type 5. Auto-record 6. Record threshold XXX 100 101 102 103 104 110* Default Jane Roger Sally John Dave Bill N Y Y Y Y Y N Attendant Pro VIP Agent Supervisor N Y 30 Y Y 7.
IVX E-Class Administrator’s Manual Function 3: Extension programming Function 33: Department programming Function 332: VIP ACD parameters This function establishes settings to be used for VIP ACD. It covers programming for the database owner, the real-time display clearing, and the service level. Note: See also the VIP ACD Supervisor Setup and User’s Guide (ESI # 0450-0986).
Function 3: Extension programming IVX E-Class Administrator’s Manual Function 37: RFID programming This function relates to ESI Presence Management only, and covers several steps needed to: • Program RFID tags. • Access scheduling. • View tag numbers. • Set ESI Presence Management parameters. Note: For more information about ESI Presence Management, consult your ESI Reseller or visit www.esi-estech.com/presence.
IVX E-Class Administrator’s Manual Function 3: Extension programming 4. Enter the allow time — the time when an electronic key user can begin controlling door locks — in 12-hour format. (To delete an entry, press HOLD.) Press # to confirm when done. ACC SCHED1 MON ALLOW: 900 5. Select AM or PM by pressing a scroll key. Press # to confirm.
Function 3: Extension programming IVX E-Class Administrator’s Manual Function 372: RFID tag number programming As described earlier in this document, each electronic key has an embedded unique RFID tag number. This function is used to associate each RFID tag number to an extension or mailbox for Personal Call Routing and presence indication (except mailboxes). If Personal Call Routing or presence indication is not desired but access control is required, enter 0 instead of an extension or mailbox number.
IVX E-Class Administrator’s Manual Function 3: Extension programming Function 373: View RFID tag number This is used to display tag numbers that are associated to extensions or mailboxes. You can only view tag numbers with this function. You cannot change any tag numbers or assignments. Enter the station or mailbox number to display, and then press #. If there’s an RFID tag number assigned to that extension or mailbox, it will appear.
Function 3: Extension programming IVX E-Class Administrator’s Manual Function 375: RFID Reader parameters This function is used to adjust the doorphone speaker volume of each RFID Reader. 1. Enter the extension number of the RFID Reader. EPM READER SET EXT: 2. Select the volume level by using the scroll keys. X211 FRONT DOOR VOLUME: 6 > Range: 1–8, with 8 as the highest. Default: 4. C.
IVX E-Class Administrator’s Manual Function 5: Voice mail programming Function 5: Voice mail programming To simplify initial installation, all programmed extensions will automatically have the generic personal greeting, “You have reached the mailbox for extension [xxx].” The mailbox user should replace this with a personalized greeting. Each guest/info, group, cascade paging or Q & A mailbox must have a greeting recorded for the IVX E-Class system to consider the mailbox active.
Function 5: Voice mail programming IVX E-Class Administrator’s Manual Each programming step is defined as follows: 1. Mailbox number — Enter a guest mailbox number. 2. Name — The mailbox name is used for the display, reports, and as a programming aid. The name length can be no longer than 10 characters (see “Entering alphanumeric characters,” page A.5). Default: The Mailbox number. 3. Type — Select a mailbox type: Guest or Info. Default: Guest. 4.
IVX E-Class Administrator’s Manual Function 5: Voice mail programming Function 55: Message notification On a mailbox-by-mailbox basis for user or guest mailboxes, the system can be programmed to call an off-premises number or another extension to deliver messages and/or dial to an external commercial paging network to activate a user's pager.
Function 5: Voice mail programming IVX E-Class Administrator’s Manual Function 552: Delivery/paging parameters The sequence of programming is as follows: 1. CO line access — Enter the CO line group (9, 8, or 71–76) that is to be accessed for delivery. Default: 9. 2. Maximum lines — Enter the maximum number of lines (in the selected CO line group) that the system can access simultaneously.
IVX E-Class Administrator’s Manual Function 5: Voice mail programming 8. Third number — The number to be dialed (without the CO line Group). 9. Type — PHONE or PAGER. Use scroll keys to select. Note: Use the scroll key to enter special characters; use the scroll key to backspace. Press # to confirm the inserted character and continue. Press # # to complete the entry. To change the number, delete and then re-enter it.
Function 5: Voice mail programming IVX E-Class Administrator’s Manual Each programming step is defined as follows: 1. Mailbox number — Enter a mailbox number 490 to 499. 2. Name — The mailbox name is used for the display, reports, and as a programming aid. The name length can be no longer than 10 characters (see “Entering alphanumeric characters,” page A.5). Default: The mailbox number. 3. & 4.
IVX E-Class Administrator’s Manual Function 6: Recording Function 6: Recording Function 61: Re-record system and auto attendant branch prompts The IVX E-Class system plays the system prompts to an outside caller at different points in the call routing or mailbox functions. These system prompts have been pre-recorded at the factory but you may re-record them, if preferred — e.g., in a different voice or with different instructions.
Function 6: Recording IVX E-Class Administrator’s Manual • Holiday Main Greeting Prompt: 540 — Plays to callers when the system has been manually placed in holiday mode. Default: "Thank you for calling. Our office is closed in observance of the holiday. You may dial your party’s extension, at any time, or please call back during regular business hours.” Note: While in holiday mode, IVX E-Class follows night mode programming for call routing.
IVX E-Class Administrator’s Manual Function 6: Recording Function 63: Message-on-hold (MOH) programming MOH can be: • A live feed from an external music source connected to the MOH connector located on the side of the cabinet. • One of three default, generic MOHs pre-recorded by the factory. • One of up to five custom MOHs loaded into the system by using a cassette recorder connected to the MOH connector.
Function 6: Recording IVX E-Class Administrator’s Manual Function 633: MOH volume If a custom MOH is recorded, the output volume can be adjusted in this function. Range: 1 (faint)–12 (loudest). Default: 6. Notes: If an external audio source such as a radio is used for MOH, adjust the volume at the source. To turn live MOH volume completely off, turn off volume at the source.
IVX E-Class Administrator’s Manual Function 7: Reports Function 7: Reports Important: You may wish to read “SMDR” (pp. G.1–G.3) before using this function. Report printing The system’s built-in reports can be output to a printer or a PC via the Maintenance/SMDR port. When printing captured reports from the PC to a laser printer, use a fixed monoproportional font (such as Andale Mono, Courier New or Letter Gothic), 9 points or smaller.
Function 7: Reports IVX E-Class Administrator’s Manual Sample Function 73 report Function 73 report description The ACD department detail report is divided into four major sections: the report header, the incoming ACD call statistics, the PBX call statistics, and the report footer.
IVX E-Class Administrator’s Manual Function 7: Reports Incoming ACD call statistics The incoming ACD call statistics section shows ACD calls offered to each ACD agent position. These are calls that are transferred to, or ring into, the department number and then are distributed to the agent positions (extensions).
Function 7: Reports IVX E-Class Administrator’s Manual Notes: F.4 1. A CO call transferred to an ACD department or ACD extension will be counted as a new call each time it’s successfully transferred. 2. An ACD call transferred to the same, or another, ACD department will be counted as a new ACD call for that department. 3. An ACD call transferred to an ACD extension will be counted as a PBX incoming call for that extension. 4.
IVX E-Class Administrator’s Manual Feature description: SMDR Feature description: SMDR SMDR (station message detail reporting) call records are output in real time via an ESI phone system’s Maintenance/SMDR serial port. Connect a standard serial printer or call accounting system to the serial port. SMDR data will be stored temporarily if a laptop is connected for programming (five minutes after you exit programming mode, the buffered SMDR will resume output to the serial port).
SMDR IVX E-Class Administrator’s Manual CSV SMDR format The comma-separated value (CSV) format is readable from within Microsoft Excel® and other spreadsheet applications. Note: The CSV format does not support account codes (see page G.4). A CSV record is output for each completed call, and represented as follows (word-wrapped): Format: "T","MMDDYYYY","HHMMSS","HHMMSS","NNN","XXXXXXXXXX. . .XXX","CCCCCCCCCC. . .
IVX E-Class Administrator’s Manual Feature description: SMDR Reporting conventions and rules • Inbound and outbound call records are generated only for calls between a station and a CO line. ESI systems provide SMDR records only for calls answered by, or originated from, a system extension. ESI systems don’t provide SMDR records for the following types of calls: – Incoming calls . . . To the auto attendant that don’t leave the auto attendant. Directly to a mailbox.
SMDR IVX E-Class Administrator’s Manual SMDR format when using account codes The account code will be output in the SMDR record in character positions 60 through 69, inclusive (compliant with Panasonic DBS SMDR format). A new line will be generated each time someone enters an account code (indicated below by “A”).
Index Access schedules, C.6 ACD ACD department detail report, F.1 Alphanumeric characters, entering, A.5 Auto attendant block, C.1 Call waiting, C.1 Caller ID, A.1 Day/night/holiday modes, A.6 Remote setting, A.6 Do not disturb (DND), C.1 ESI Presence Management, C.6 Parameters, C.9 Esi-Dex, B.3 System speed dial, C.1 System speed-dial list, F.1 Functions Function 1 — System parameters, B.1–B.3 Function 371, C.6 Function 372, C.8 Function 373, C.9 Function 374, C.9 Function 5 — Voice mail programming, D.
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