User’s Guide 0450-0071 Rev. B Extensive, continually updated user help is always available on the ESI Web site at www.esi-estech.com.
About ESI ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. Founded in 1987, ESI designs and builds innovative telecommunications products for businesses like yours. Because of their powerful combination of value and features, ESI products are consistently recognized by industry publications and leaders. In fact, ESI also creates telecommunications products for major companies to market under their wellknown brand names. Copyright © 1999–2001 ESI (Estech Systems, Inc.).
Table of contents Digital Feature Phone operation ........................................................................................... A.1 Liquid crystal display (LCD) ...................................................................................................................................................A.1 Programmable feature keys ..................................................................................................................................................A.
Guest mailboxes ..................................................................................................................C.1 Personal greetings.................................................................................................................................................................C.1 Retrieving guest mailbox messages from a Digital Feature Phone.......................................................................................C.
IVX 20 Digital Feature Phone operation Digital Feature Phone operation Your IVX 20 Digital Feature Phone is equipped with a speakerphone for handsfree 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 makes it easy to program and use.
Digital Feature Phone operation IVX 20 Fixed-feature keys The fixed-feature keys on the phone are permanently labeled as to their usage. The PROG/HELP and MUTE/DND keys have two purposes each; however the IVX 20 phone system will govern this by permitting only the appropriate function when either is pressed, depending on the circumstances at that moment. LED lamps The LEDs associated with the programmable and fixed keys aid in determining the status of their function.
IVX 20 Digital Feature Phone operation Dial tone When you first lift your handset, you will hear an internal dial tone that allows you to call other stations or perform other internal functions. To gain an outside dial tone, dial 9 (or 8 or 7)2 or press a programmable feature key that has been set as a line key. (A line key, when pressed, automatically gains an outside line. Consult your system’s Administrator if you have questions.) SPEAKER key For hands-free conversation, use the SPEAKER key.
Digital Feature Phone operation IVX 20 Mute and DND Mute 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.” DND 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 do-not-disturb mode.
IVX 20 Digital Feature Phone operation Direct station select Programming some of the Programmable Keys 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 . . .
Digital Feature Phone operation IVX 20 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 you have forwarded your phone to. Supervised transfer — announcing the caller to the called party 1.
IVX 20 Digital Feature Phone operation Conference calling To create a conference call: 1. Establish the first call. 2. Press CONF. This places the call on hold. 3. Place a second call as you normally would. 4. Once connected to the second call, press CONF again to connect the three of you together. 5. Repeat these steps to add additional parties to the conference. If the newest added-on party does not answer, press his/her station key again or press FLASH to return to the original conferees.
Digital Feature Phone operation IVX 20 Call waiting If you have enabled call waiting for your station (PROG/HELP 3 1) and a second call comes in while you are on another, you’ll hear a tone in your earpiece and the bottom line of your display will indicate that a second call is waiting. You can ignore the call waiting and it will be transferred to your mailbox. To toggle between the two calls, press FLASH.
IVX 20 Digital Feature Phone operation Park/hold operation The difference between park and hold Your Digital Feature Phone lets you put a call on either park or hold. Each puts a call into a standby mode, but here’s the difference between the two: • Park allows anyone on the IVX system to retrieve the call. The system stores parked calls at the Line so that each line can be parked.
Digital Feature Phone operation IVX 20 Hold To place a call on hold Press HOLD to place an outside call on hold exclusively for the station you’re using. The HOLD LED will blink green. If your phone has line keys programmed, the corresponding line key will also blink green (it will show as busy at all other stations). To retrieve a held call To reconnect to a call on hold, press HOLD (blinking green) again. Or, if your phone has line keys programmed, press the corresponding (blinking green) line key.
IVX 20 Digital Feature Phone operation Call pickup From your station, you can answer a call ringing at another station or department by pressing PICK UP, then the appropriate ringing station key (if the destination is programmed into one of your keys; see “Programmable feature keys,” page A.26). During night mode (see page A.16), if a night bell is in use instead of the night auto attendant, press PICK UP 0 to access the ringing outside call.
Digital Feature Phone operation IVX 20 Esi-Dex Esi-Dex (“easy Dex”) is a powerful feature that allows you to access and auto-dial stored names and numbers. You may access names and numbers from three different sources: Dex Source Personal Dex Names that you have stored for your use (see “Adding names to your Personal Dex,” page A.
IVX 20 Digital Feature Phone operation Manual method While your station is idle, press ESI-DEX to select Personal Dex then press #. Input the name and then the number as prompted (if needed, use the PROG/HELP Key for assistance): ADD-A-NAME NAME: 1. To enter each character for the name, press the dial pad key that includes the desired character. The key’s possible character entries will change each time you press the key. 2. When the desired character is displayed, press # to confirm the character.
Digital Feature Phone operation IVX 20 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 20 Digital Feature Phone operation Headset operation You can use your phone with a headset connected to the handset jack. You must have a headset key programmed as one of your programmable feature keys (see “Other feature keys,” page A.27) to be used to connect or disconnect from a call.4 The key will blink green when a call is ringing and glow green when connected. You turn Headset Mode on or off as part of user programming (PROG/HELP 3 3).
Digital Feature Phone operation IVX 20 Optional features The following optional features may be accessible from your station. See the Administrator for details. In many of the cases you can dial the appropriate feature code (one that starts with 5), to activate or use the feature. In some instances, you must use a programmable feature key to serve as an on/off key for the feature (see “Programmable feature keys,” page A.26).
IVX 20 Digital Feature Phone operation Voice mail operation IVX provides accurate and timely messages. Others will become more comfortable leaving you voice messages if you promptly retrieve and respond to your messages. VOICEMAIL key The VOICEMAIL key is used for direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes. When you have messages waiting, it will blink red. When you are retrieving messages, it will glow green.
Digital Feature Phone operation IVX 20 Personal Greeting keys You can program a Programmable Feature Key as a personal greeting key for any one of the three personal greetings. Once created, this shortcut can then be used to activate the associated personal greeting (the key’s LED will glow green and the greeting played as confirmation). Note: If you wish to re-record this greeting, press RECORD while the confirmation is playing and follow the prompts.
IVX 20 Digital Feature Phone operation Live recording RECORD key To begin recording both sides of a conversation, press RECORD. The RECORD LED will “flutter” (blink rapidly) and the LCD will display RECORDING. Recording will continue until either you press RECORD again or the call is completed. You can record any conversation, including a conference call. Note: The Installer may have programmed your system to insert a short tone every 15 seconds while recording.
Digital Feature Phone operation IVX 20 Retrieving voice mail messages from your Digital Feature Phone 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.24). 3. IVX will start playback of messages with the oldest new message and continue until all messages are played.
IVX 20 Digital Feature Phone operation Keys’ functions during message retrieval from your 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.* 3 Reply Replies to the originator of a message (possible only if message came from another user in the system).
Digital Feature Phone operation IVX 20 Retrieving voice mail messages using another user’s Digital Feature Phone Press VOICEMAIL and then *. 2. Dial your extension number. 3. Follow the procedures described in “Retrieving voice mail messages from your Digital Feature Phone” (page A.20). 1.
IVX 20 Digital Feature Phone operation Additional functions available during off-premises voice mail message retrieval Key Function Description 2 Hear time/date Pauses the message, plays the time/date when the message was left and resumes. 5 Access user programming Access certain user-programmable features. Note: Fast forward is not available from a remote location. 8 Main greeting Goes to the main greeting. 0 Operator Transfers you to the operator.
Digital Feature Phone operation IVX 20 User programming All user-controlled features can be programmed from your station by following the voice-prompted menus to: • Set or change the programmable feature keys (see "Programmable feature keys,” page A.26) • Enable/disable station options (see "Station options,” page A.
IVX 20 Digital Feature Phone operation User programming menu overview 1 2 3 4 5 6 9 Select personal greeting 1 Record 2 Delete 3 Hear Programmable feature keys (Station keys, line keys, speed-dial keys, other feature keys) Station options 1 Call waiting 2 Personal greeting reminder 3 Headset operation 4 Outside dial tone preference 5 Hands-free answer 6 Message monitor Station audibles 1 Station ring tone 2 Station ring volume 3 Message ring Password 1 Record 2 Delete 3 Hear 4 Security level Externa
Digital Feature Phone operation IVX 20 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 20 Digital Feature Phone operation How the programmable feature keys can be set • Line keys — If a line number (1 through 6) is programmed, the programmable feature key becomes a line key providing the appropriate lamp information and manual outside-line access. • Station keys — If the dialed digits input are a three-digit number, the programmable feature key will become a Station Key providing the appropriate lamp information and easy access or transfer.
Digital Feature Phone operation IVX 20 3 Station options The station options sub-menu (PROG/HELP 3) lets you activate or deactivate several features your station can provide. At each option sub-menu, 1 enables the option and 0 disables it. (Each option listed below is explained elsewhere in this manual, as noted.) 1 Call waiting/background announce See page A.8 for call waiting and page A.8 for background announce. 2 Personal greeting reminder See page A.14. 3 Headset operation See page A.15.
IVX 20 Digital Feature Phone operation 5 Password (See page A.24 for more details.) 1 Enter new password 2 Delete current password 3 Hear current password 4 Password security level 6 External message notification 1 Enter pager number Enter the pager number (24 digits, maximum) followed by #. Do not include the line access code, 9 (or 8 or 7). To insert a two-second pause, press CONF. To insert a “#” to be dialed, press MUTE/DND. 2 Delete pager number When prompted, press 2 again to confirm deletion.
Digital Feature Phone operation IVX 20 (This page included for pagination purposes only.) A.
IVX 20 Analog stations Analog stations If your station has been installed as an analog station, it will be able to use only standard-type telephones. Because these phones are not digitally integrated to the phone system like the IVX Digital Feature Phones, their operation and capabilities will be different.6 Tip: To use a cordless phone in conjunction with a Digital Feature Phone, program a programmable feature key to easily call forward calls to the cordless phone when out of your office.
Analog stations IVX 20 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 will call-forward your phone when it is busy or does not answer to your mailbox. In addition you can temporarily call-forward all of your calls to another station or another user’s mailbox.
IVX 20 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 20 Message waiting indication If you have new messages, you will hear a short prompt "You have messages" and then internal dial tone whenever you lift the handset to place a call. You can choose to retrieve your messages then or place the call. Retrieving messages You can pick up messages from your station, when away from the office or from another user’s Digital Feature Phone. Lift the handset, and then dial * followed by your extension number.
IVX 20 Analog stations Additional functions available during analog station voice mail message retrieval Key Function Description 1 Pause Pauses for one minute or until 1 is pressed again. 2 Hear time/date Pauses the message, plays the time/date of when the message was left and resumes. 3 Reply Replies to the originator of a message (if from a user in the system). Record your reply at the tone; press 1 to stop. You will be returned to your mailbox and the original message.
Analog stations IVX 20 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.
IVX 20 Analog stations 6 Pager notification You can have the system call and activate your external pager whenever the first new 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: Inputting or deleting the phone number that is to be called to activate your pager will turn the feature on or off. 1 Enter pager number Enter the phone number for your pager, followed by # (24 digits maximum7).
Analog stations IVX 20 (This page included for pagination purposes only.) B.
IVX 20 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 (300–309) 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.
Guest mailboxes IVX 20 Retrieving guest mailbox messages from a Digital Feature Phone Press VOICEMAIL, *, and the guest mailbox number. 2. Enter your password if required (you may change the requirement for a password in user programming menu 5; see “Password,” page A.24). 3. IVX will start playback of messages with the oldest new message and continue until all messages are played.
IVX 20 Guest mailboxes Additional functions available during voice mail message retrieval Key * Function name Description 1 Pause Pauses message playback. Press 1 again to resume playback. 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).
Guest mailboxes IVX 20 Virtual Mailbox Key If you frequently pick up messages from another user’s Digital Feature Phone or have someone else monitor your mailbox, ask the user to dedicate a programmable feature key (see also “Programmable feature keys,” page A.26) on his/her Digital Feature Phone as a Virtual Mailbox Key for your mailbox.
IVX 20 Guest mailboxes Programming your guest mailbox from a Digital Feature Phone Press PROG, *, and the mailbox number. You will be prompted to: record the greeting, change the password, enter an external paging number, or exit by hanging up. 1 Select personal greeting Select the desired Greeting Number 1, 2, or 3. The current greeting will be played followed by prompts to re-record, delete, hear again, or select as the current greeting by pressing #.
Guest mailboxes IVX 20 6 Pager notification You can have the system call and activate your external pager whenever the first new 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: Inputting or deleting the phone number that is to activate your pager will turn the feature on or off. 1 Enter pager number Enter the phone number for your pager, followed by # (24 digits maximum8).
IVX 20 Broadcast mailbox Broadcast mailbox 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). The Broadcast mailbox will send a messages to all users in the system. Introduction to the broadcast mailbox The broadcast mailbox lets you send a “master” message to all station users who have personal greetings recorded.
Broadcast mailbox IVX 20 (This page included for pagination purposes only.) D.
IVX 20 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 and (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.) E.
IVX 20 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 64-Key Expansion 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 20 (This page included for pagination purposes only.) F.
Index 64-Key Expansion Console, F.1 Analog stations, B.2 Operation, B.2 Programming, B.7 Voice mail operations from, B.4 Attendant console, F.1 Attendant operation, E.1 Background announce, A.8 Basic phone use, A.4 Blind transfer, A.6 Broadcast mailbox, D.1 Broadcast mailbox programming, D.1 Call forwarding, A.7 Call pick-up, A.11 Call waiting, A.8 Background announce, A.8 Station-to-station, A.8 Caller ID, A.1 Conference calling, A.7 Console, 64-Key Expansion, F.1 Day/night mode, A.16 Dial tone, A.
