Model 8520 User Guide
QUICK REFERENCE GUIDE TO FREQUENTLY-USED FEATURES These are the basic instructions for the most frequently-used telephone and voice mail features for Inter-Tel endpoints. For detailed information about these and other features, refer to the complete instructions in the appropriate user guide. PLACING AN INTERCOM CALL 1. Dial an extension number. 2. If your call goes through handsfree to the called endpoint’s speaker, speak after you hear a double tone.
PLACING A CONFERENCE CALL 1. While on the first call, press CNF . The call is now on hold. 2. Place an intercom or outside call, then press the flashing CNF button to place the call on hold. (If necessary, repeat this step to place a third call on hold.) 3. Press the flashing CNF button to join all of the calls together in the conference. NOTE: Conference calls are limited to three parties on SIP endpoints. FORWARDING CALLS 1. Press FWD . (Six-line display model users must then select a menu button.
PAGING 1. Lift the handset and press PAGE or dial 7 . 2. Dial the desired page zone number (0-9). 3. After the tone, make your announcement and hang up. NOTE: The Page feature is not supported in SIP mode. TRANSFERRING A CALL TO AN EXTENSION/OUTSIDE NUMBER 1. Press TRANSFER or XFR . 2. Dial the desired extension or telephone number. 3. Wait for an answer, announce the call, and then hang up.
ACCESSING VOICE MAIL MESSAGES 1. Access your mailbox as described on page 3. 2. If E-Mail Reader is enabled for your mailbox, say “Voice Mail” or press 1 . If E-Mail Reader is not enabled for your mailbox, skip this step. 3. Select one of the following: • Say “New” or press 1 to listen to new messages. • Say “Saved” or press 3 to listen to saved messages. 4. While you are listening to a message, you can use the following options: • Say “Skip” or press # to skip to the end of the recording.
MESSAGE OPTIONS* FEATURE CODES* Below is a summary of the options you can use when accessing messages, after playing messages, and when recording voice mail messages. 324 Hunt Group Remove/Replace Account Code – Optional 303 LCD Contrast Control 326 ACD Agent Log In 365 Message 327 ACD Agent Log Out 366 Message - Cancel Msg Left 328 ACD Agent Log In/out 368 Message -Cancel Msg On Endpt. 329 ACD Agent Wrap-up Term.
REMOTE FEATURE ACCESS Remote Feature Access allows you to change your station password, place your endpoint in Do-Not-Disturb mode, and forward calls from another endpoint or through a special dial-up line. If you do not hear a tone after each step, or if you hear repeating tones, you have made a mistake or the feature is restricted. Start over. To use Remote Feature Access: 1. EITHER, call _______________ (number provided by your system administrator). If required, enter your password.
Notice This Inter-Tel® user guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary to use the Model 8520 endpoint. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost.
CONTENTS PAGE FINDING YOUR WAY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 FINDING YOUR WAY Table of Contents About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . .
CONTENTS PAGE Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Performing a “Hookflash” During a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Programming Your Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
FINDING YOUR WAY Finding Your Way SECTION CONTENTS PAGE Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About Your Endpoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Feature Button Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
FINDING YOUR WAY WELCOME Your new Model 8520 provides access to several features, each of which is described in this guide. The About This Guide section below lists the different sections in this user guide and describes the type of information you can find there. If you need to access information quickly, refer to the Quick Reference Guide attached to the front of this guide.
Your endpoint has two basic types of buttons in addition to a display and a Message Indicator lamp. • Dialpad buttons: Allow you to enter numbers and letters. • Feature buttons: Provide quick access to various telephone and voice mail features.
FINDING YOUR WAY Feature Button Functions The feature buttons are designed to automate some of the commonly-used functions, such as dialing an outside number. Each of these is described in the table below. BUTTON ANSWER OUTGOING CALL IC IF YOU... Press ANSWER Press OUTGOING and dial the number Press an unlit CALL button Press button or the flashing IC YOU CAN... PG. Answer a call. 22 Place an outgoing call. 21 Select an outside line or answer a call. 21, 22 Access an intercom call.
Your Model 8520 has two lines of display with 16 characters per line. When your endpoint is idle, this display shows your extension number, your username, the time of day, and the date. At other times, it may display reminder messages, Do-Not-Disturb (DND) messages, numbers dialed, call sources, elapsed time of calls, current call costs, error messages, etc. Because the display can only support 16 characters, you may see a few abbreviations.
FINDING YOUR WAY DSS/BLF and Mini-DSS Generally, the Model 8450 Direct Station Selection/Busy Lamp Field (DSS/BLF) unit is used by individuals that handle a high volume of incoming calls, such as receptionists. The DSS/BLF provides one-button access to up to 50 extension numbers or a programmable feature. For more information about programming and using the DSS, refer to the current Administrator’s Guide (part no. 550.8001).
Voice mail is an application that is part of the Inter-Tel voice processing system. Using voice mail, you and other callers can send and receive recorded messages from any supported endpoint on the system. To use voice mail features, each user (or subscriber) is assigned a mailbox, which usually corresponds to the extension number assigned to your endpoint. You can, however, have an unassociated mailbox that does not correspond to an extension.
FINDING YOUR WAY The instructions for many voice mail tasks are identical for standard voice mailbox and advanced mailbox users.
Enterprise Messaging (EM) is the Inter-Tel messaging system that uses industry-standard protocols for communication and messaging. EM unifies communication and messaging by providing access to voice mail, fax, and e-mail messages in your mailbox. The EM system provides voice mail users with the following advanced messaging features: • Automatic Speech Recognition (ASR): ASR can be enabled for the entire system or it can be enabled for specific applications (like voice mail) or mailboxes.
FINDING YOUR WAY Automatic Speech Recognition (ASR) Automatic Speech Recognition (ASR) is a feature available for systems using EM. Because ASR is a very flexible feature, it can be enabled or disabled on several different levels. When ASR is enabled for your mailbox, you can issue spoken commands to navigate the voice mail menus. ASR also allows subscribers and non-subscribers to navigate automated attendant menus, call routing applications, and search the directories using voice commands.
As you can see, your Model 8520 and telephone system come equipped with many features. To help you understand what everything means, it is recommended that you read the following information before you use your endpoint: • Your telephone system may be programmed for one or two dial tones. Systems with two dial tones have one for intercom calls and one for outside calls. • Many features “time out” if you wait too long before performing the next step. If this happens, you must hang up and start over.
FINDING YOUR WAY SOFTWARE COMPATIBILITY Depending upon which software version your telephone system is using, some of the features included in this guide may not be available for your endpoint. Check with your system administrator to see which software version your telephone system currently uses and if there are any features restrictions for your system. The Model 8520 is compatible with Axxess® system software versions 7.0 and later, and Inter-Tel® 5000 system software versions 1.1 and later.
Getting Started Inter-Tel® Model 8520 User Guide GETTING STARTED SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Adjusting Your Endpoint’s Viewing Angle . . . . . . . . . . . . . . . . 14 Adjusting Your Endpoint’s LCD Contrast . . . . . . . . . . . . . . . . . 15 Setting Up Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Initializing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . .
INTRODUCTION Now that you know what your endpoint can do, it’s time to start using it. In this section, you’ll learn how to make and receive calls, transfer calls, retrieve voice mail messages, and much more. ADJUSTING YOUR ENDPOINT’S VIEWING ANGLE GETTING STARTED Your Model 8520 has an adjustable base that allows you to tilt your endpoint to enhance the viewing angle. There are two types of bases available on the endpoint, each of which allow you to adjust the angle of the endpoint.
ADJUSTING YOUR ENDPOINT’S LCD CONTRAST Some endpoints have a contrast control wheel that allows you to manually adjust the Liquid Crystal Display (LCD) contrast. This wheel is located on the back of the endpoint and can be adjusted while viewing the LCD screen. For endpoints that do not have a contrast control wheel, you can use a feature code and the volume buttons to adjust the contrast on the LCD. To adjust your endpoint’s LCD contrast: (using the contrast control wheel): 1.
SETTING UP VOICE MAIL To begin using your mailbox you will need to complete a few basic set-up procedures to initialize your mailbox, customize your personal greetings, and record your voice mail directory name. GETTING STARTED NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or pressing a dialpad button.
6. After the tone, record your first and last names. 7. When prompted, do one of the following: • • • • Say “Accept” or press # again to accept the name. Say “Replay” or press 1 to replay the name you just recorded. Say “Append” or press 2 to add to your name. Say “Re-record” or press 3 to erase and re-record your name. Recording Your Personal Greetings You can store two different personal greetings in your voice mailbox: a primary and an alternate.
GETTING STARTED To record/change your personal greeting: 1. Access your mailbox as described on page 34. 2. Say “Personal” or press 4 to select the Personal Options Menu. 3. Say “Greeting” or press 1 to record or change your personal greeting. 4. Do one of the following: • Say “Primary” or press 1 to record and/or enable your primary greeting. • Say “Alternate” or press 2 to record and/or enable your alternate greeting. • Say “System” or press 3 to enable the system default mailbox greeting. 5.
MAKING AND RECEIVING CALLS Making and receiving calls is the basic purpose of any endpoint. With your Model 8520, you can make/receive intercom and outside calls and make emergency calls. Intercom Calls NOTE: Ask your system administrator for a list of extensions. Placing Intercom Calls To place an intercom call: 1. With or without the handset lifted, dial an extension number. 2. If your call goes through handsfree to an endpoint’s speaker, speak after you hear a double tone.
If there is no answer or if the endpoint is busy when you place an intercom call, you can do any of the following: • To leave a station message: Press MSG and then hang up. • To leave a voice mail message: Press MSG and wait for the message center to answer. (See page 33 for more message options.) NOTE: This option is only available if the called endpoint has a voice mailbox. GETTING STARTED • To camp onto a busy extension: Stay on the line and wait for the endpoint to become available. Do not hang up.
To redirect a ringing call to another extension or to an outside number: 1. Press and dial 3 3 1 . 2. Enter the extension or outside number to which you want to redirect the call. See page 28 for more information.
To request a callback (queue on to the line) if all outgoing lines are busy when you try to call out: When you hear busy signals, press 6 and hang up. When the line is available, your endpoint rings. To cancel the queue request before your endpoint rings: Press 6 . GETTING STARTED When dialing the number, you can do one of the following: • Use the speed-dial directory. See page 65. • Use the Station Speed-Dial feature. See page 56. • Use the System Speed-Dial feature. See page 58.
PLACING CALLS ON HOLD You can place calls on hold in one of two ways: individual or system. Individual Hold places the call on hold at one endpoint. It can then be directly picked up at that endpoint or it can be picked up at another endpoint using the Reverse Transfer (Call Pickup) feature (see page 26). • System Hold places the call on hold in the system. You can then pick up the call at any endpoint that has a flashing button for the call, including the endpoint that placed it on hold.
PLACING CONFERENCE CALLS With the Conference feature, you can establish a conference call with up to three intercom and/or outside parties (four, including you). GETTING STARTED To place a conference call: 1. While on the first call, press CNF to put the call on hold. 2. Place another intercom or outside call. 3. Press CNF to place the call on hold. (If necessary, repeat this step to place one more call on hold.) 4. Press CNF to join all of the calls together in the conference.
TRANSFERRING CALLS Although transferring calls is considered a basic function of an endpoint, your Model 8520 has many advanced options for this feature. With your endpoint, you can transfer a call to another extension, voice mail, or even an outside line. To Another Extension OR, Press TRANSFER . and dial 3 4 6 to place the call on hold at the other endpoint. 2. Dial the desired extension number. 3. Wait for an answer, announce the call, and then hang up.
USING REVERSE TRANSFER The Reverse Transfer (Call Pick Up) feature allows you to answer a call that is ringing or holding at another endpoint. For example, if the attendant transfers a call to you but you have stepped away from your endpoint, you can pick up the call using another endpoint. GETTING STARTED To answer a call ringing or holding at another endpoint: 1. Lift the handset and dial 4 . 2. Dial the extension or hunt group number (see page 72) where the call is ringing or holding.
FORWARDING CALLS With the Forwarding feature, you can have calls follow you (e.g., forwarded to a cell phone), or you can redirect calls to a voice mail or other extension. Manual Call Forwarding To forward calls: 1. EITHER, Press FWD . OR, Dial one of the following feature codes: • 3 5 5 (Call Forward All Calls): All incoming calls are forwarded without ringing at your endpoint. • 3 5 6 (Call Forward If No Answer): All incoming calls are forwarded if they are not answered before a timer expires.
Redirect Call The Redirect Call feature allows you to forward any call that is ringing on your endpoint without having to answer the call. NOTE: You cannot redirect calls to an extension that is in DND or to a restricted out- GETTING STARTED side number. To redirect a call to an extension number: 1. Press and dial 3 3 1 . 2. Dial the extension number. To redirect a call to an outside telephone number: 1. Press and dial 3 3 1 . 2. Enter the outside telephone number. 3. Press # .
DISPLAYING INFORMATION ON YOUR ENDPOINT Your Model 8520 has two lines of display where you can view information, such as the date and time or the outside party’s name/number. Date, Time, Name, and Extension Number To show the date and time display (while on a call, in DND, etc.): Press and dial 3 0 0 . Outside Party’s Name/Number If you are currently connected to an outside caller with Caller ID, you can toggle between displaying the caller’s name and number.
USING A HEADSET With an electret headset, you can talk on the endpoint handsfree, without using your speaker and microphone. NOTE: If your headset has a power-saver mode, make sure the system administrator GETTING STARTED has the Headset Connect Tone flag enabled in the telephone system. If this flag is not enabled, you may miss the first few seconds of incoming calls. To connect a headset: 1. Insert the headset plug into the headset jack. 2.
USING THE SPEAKER AND MICROPHONE If you are not using a headset, you can talk handsfree using your speaker and microphone. You can also use the speakerphone for on-hook dialing, call monitoring, and background music. Mute Button To return to the call: Press MUTE . Group Listen Using the Speaker With the Group Listen feature, you can transmit a conversation over the speaker while you use the handset or headset to continue speaking.
Enhanced Speakerphone Mode The Enhanced Speakerphone Mode improves transmission quality while on a speakerphone call over a limited volume level range (typically the range is 1 to 3). NOTE: To use this feature, the system administrator or installer must program your endpoint for Enhanced Speakerphone Mode. GETTING STARTED To enable enhanced speakerphone mode while on a call: EITHER, Press and then . OR, Press and dial when you end the call. 3 1 0 .
USING THE MESSAGE BUTTON In today’s busy world, it’s almost guaranteed that you will call someone that is on another call, does not answer, or is in DND. But, with the MSG button, you can let the other person know you called. When you leave a message, you can: Have the called party return your call. When the party you called responds to the message indication, a call is automatically placed to your endpoint. • Leave a message with the called party’s message center (which can be a person or voice mail).
ACCESSING YOUR MAILBOX If you have a message waiting in your mailbox, you must access your mailbox to retrieve it. GETTING STARTED NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or pressing a dialpad button. See page 10 for ASR guidelines. ALSO: If your mailbox has E-Mail Reader enabled, you have an advanced mailbox.
DISABLING AND ENABLING ASR If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or pressing a dialpad button. Option number eight is used as a toggle, and you can re-enable ASR by pressing the number eight again on the main subscriber menu only.
ACCESSING VOICE MAIL MESSAGES When you access your mailbox, you can listen to new and saved voice mail messages. After listening to your voice mail messages you can access the associated options. GETTING STARTED NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or pressing a dialpad button. See page 10 for ASR guidelines.
5. When the message has finished playing, you have the following options: NOTE: You may be prompted to confirm deleting the message. Say “Yes” to delete the message or “No” to cancel the request to delete the message. 6. Hang up. Inter-Tel® Model 8520 User Guide 37 GETTING STARTED • Say “Replay” or press 1 to replay the message from the beginning. • Say “Reply” or press 2 to reply to the message. You have the following options: – Say “Voice Mail” or press 1 to leave a voice mail message for the caller.
Recovering Deleted Voice Mail Messages If you accidently delete a voice mail message, you can retrieve it within a specific time frame (programmed by your system administrator). Any retrieved messages are then restored to your saved-message queue. Messages that are not undeleted within the programmed time (up to 24 hours) are automatically erased. NOTE: If E-Mail Reader is enabled for your mailbox, you can also recover deleted eGETTING STARTED mail and fax messages.
Recording and Sending Voice Mail Messages You can record and send voice mail messages by accessing the record option on the main menu. NOTE: If E-Mail Reader is enabled for your mailbox, a reply to an e-mail message (see page 81) is a recorded voice message that is attached to the e-mail as a .wav file. Inter-Tel® Model 8520 User Guide 39 GETTING STARTED To record and send voice mail messages: 1. Access your mailbox as described on page 34. 2. Say “Record” or press 2 . 3.
GETTING STARTED • Say “Copy” or press 4 to copy your message to other mailboxes. Say or enter the desired mailbox number or group list number. The system announces the name assigned to the mailbox number or group list number. You have the following options: – Say “Yes” or press # to accept the subscriber’s name. – Say “No” or press to start over. Press when you are done adding mailboxes. • Say “Options” or press 9 to use the special delivery options.
Canceling Unheard Voice Mail Messages You can cancel unretrieved messages that you have sent to individuals, but not messages that you sent to group lists. NOTE: You may be prompted to confirm deleting the message. Say “Yes” to delete the message or “No” to cancel the request to delete the message. 6. Hang up. Inter-Tel® Model 8520 User Guide 41 GETTING STARTED To cancel unheard voice mail messages: 1. Access your mailbox as described on page 34. 2.
USING DO-NOT-DISTURB MODE If you are away from your desk, or if you do not want to be disturbed, you can use the DND feature. This halts all pages and calls to your endpoint, except queue callbacks, recalls, and direct ring-in calls. When other users call your endpoint, they hear a repeating signal of four fast tones and, if they have a display endpoint, see the DND message you have selected.
NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 1 - & ( 2 A B C 4 5 6 ) 1 A I U E O a ' 2 KA KI KU KE KO i ENGLISH CHARACTERS 7 8 9 10 11 JAPANESE CHARACTERS* 3 D E F ! 3 SA SHI SU SE SO u 4 G H I * 4 TA CHI TSU TE TO e 5 J K L #or / * 5 NA NI NU NE NO o 6 M N O N or # * 6 HA HI FU HE HO tsu 7 P Q R S 7 MA MI MU ME MO ya 8 T U V ? 8 YA YU YO . , yu 9 W X Y Z 9 RA RI RU RE RO yo 0 @ : .
USING REMINDER MESSAGES GETTING STARTED Never be late for a meeting again! With Reminder Messages, you can program your endpoint, up to 24 hours in advance, to alert you at a specified time. At the programmed time, the reminder message signals you with eight short tones, and your display shows the message. If you are on a call, you still hear the tones, and the message displays for ten seconds. Then the display returns after you hang up. (Reminder displays interrupt, but do not affect, programming.
Moving On SECTION CONTENTS PAGE Inter-Tel® Model 8520 User Guide MOVING ON Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Setting Endpoint Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Changing Volume Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Selecting a Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Enabling Background Music. . . . . . . . . . . . . . . . . . . . . . . . . .
INTRODUCTION Now that you’ve mastered the basics, it’s time to move on to the advanced features. In this section, you’ll learn how to program your endpoint, use directories, access your mailbox remotely, and perform various other functions. SETTING ENDPOINT PREFERENCES Your endpoint is automatically set to specific defaults. You can, however, configure many of these settings at any time.
Enabling Background Music If your telephone system is equipped with a music source, you can listen to music through your speaker. To enable or disable background music: Dial 3 1 3 . Changing Keymaps Keymaps identify where feature buttons appear on your endpoint. While all endpoints are programmed with a standard keymap, some endpoints have alternate keymaps (ask your system administrator). If you have an alternate keymap, you can switch between the keymaps by dialing a specific feature code.
Changing the Language When your telephone system is installed, the system administrator can choose two of four different languages (American English, British English, Japanese, or Spanish) as the primary and secondary languages. You can then change the display and voice mail prompts on your endpoint by toggling between the primary and secondary languages.
SETTING MAILBOX PREFERENCES Your mailbox contains personal options to allow you to customize voice mail functions. However, before you change your voice mail options, you must first initialize your mailbox (see page 16). NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or pressing a dialpad button. See page 10 for ASR guidelines.
Changing the Voice Mail Message Envelope When you receive a voice mail message, the voice mail system plays an “envelope” that can include the time and date the message was left, the source of the message, and/or the message length. By default, the envelope contains all of this information, but you can change your envelope, as described below. NOTE: If E-Mail Reader is enabled for your mailbox, you can also change your e-mail and fax message envelopes.
Changing the Call Screening Transfer Method NOTE: The Call Screening feature is available only if it is enabled for your mailbox. Contact your voice mail administrator to see if this feature is enabled for your mailbox. Depending on the transfer method you select, calls that are transferred from your mailbox may be one of the following: • Unannounced Calls: Calls are sent directly to your extension.
Programming a Fax Destination With the Inter-Tel voice processing system, when you specify a fax destination number for your mailbox, callers can access your mailbox to send a fax to your fax machine. To change your fax destination number: 1. Access your mailbox as described on page 34. 2. Say “Personal” or press 4 to select the Personal Options Menu. 3. Say “More” or press 9 for More Options. 4. Say “Number” or press 1 . 5. Say or enter the number of your fax destination.
Changing the Message Search Order You can change the order in which you retrieve your messages based on the date and time you receive them. When more than one message is left in your mailbox, they are available for you to access in the order you specify. The search order, can be configured as first in/first out, or last in/first out. NOTE: If E-Mail Reader is enabled for your mailbox, when you change the message search order, your changes apply to your voice mail, e-mail, and fax messages.
Programming Remote Messaging NOTE: The Remote Messaging feature is available only if it is enabled for your mailbox. Contact your voice mail administrator to see if this feature is enabled for your mailbox. ALSO: The remote messaging feature is supported for voice mail messages only. If EMail Reader is enabled for your mailbox, you cannot use remote messaging for e-mail and fax messages. With Remote Messaging, you can program voice mail to call you when your mailbox receives new voice mail messages.
To set up remote messaging for voice mail messages (if enabled): 1. Access your mailbox as described on page 34. 2. Say “Personal” or press 4 to select the Personal Options Menu. 3. Say “Remote” or press 5 . You have the following options: • Say “Primary” or press 1 to set up a primary cascade. • Say “Alternate” or press 2 to set up an alternate cascade. 4. Say “Level” or press 1 and then say or enter the number (1-9) of the level you wish to program.
SPEED DIALING Speed dialing allows you (and your system administrator) to store and access frequently dialed numbers. Each number is stored in your endpoint (Station Speed Dial) or in the telephone system (System Speed Dial) and is identified by a location number. Once programmed, you can quickly dial these numbers by entering a feature code and dialing the desired location number. Because the system supports both Station and System Speed-Dial numbers, you can have access to over 1000 stored numbers.
To store a number in a Speed-Dial location: 1. With the handset in the cradle, dial 3 8 3 . 2. Dial the speed-dial location (0-9) you want to program. 3. Enter the desired name for the speed-dial number, as described below: • Alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Refer to the chart on page 66.) The number of times a button is pressed determines which character is entered. For example, 533266 would enter “JEAN.
Creating Station Speed-Dial Buttons If your endpoint has programmable buttons, you can program one or more as speeddial buttons. After the button is programmed, you must select a speed-dial location to associate with the button. NOTE: Before you program a speed-dial button, you need to store a number in a speed-dial location (see the previous instructions). MOVING ON To program a speed-dial button: 1. With the handset in the cradle, dial 3 9 7 . 2.
USING RECORD-A-CALL If your telephone system is equipped with a Voice Processor (voice mail), you may have access to the Record-A-Call feature. If so, you can record an ongoing call as a mailbox message. You can then retrieve the message, just as you would any other mailbox message. NOTE: The Record-A-Call feature remains active after the other party hangs up. This allows you to append the recorded call with your own message. To use the Record-A-Call feature while on a call: 1. Press and dial 3 8 5 . 2.
PAGING The Paging feature allows you to make an announcement through endpoint speakers or external speakers (if your system is equipped with external paging equipment). To prevent announcements from transmitting through every endpoint in the system, this feature uses page zones. Each zone contains a different combination of extensions and external paging equipment, and is programmed by your system administrator.
PERFORMING A “HOOKFLASH” DURING A CALL Certain telephone service companies may require a timed hookflash (a quick hang up and release). To generate a hookflash while using a line: Press and dial 3 3 0 . NOTE: This features is known as a “Recall” in European systems. PROGRAMMING YOUR FEATURE BUTTONS Depending on how your system is programmed, some of your feature buttons may be “user-programmable.” If so, you can program them with any of the feature codes listed in the back of this user guide.
PROGRAMMING DIRECT STATION SELECTION BUTTONS A button programmed as a Direct Station Selection/Busy Lamp Field (DSS/BLF) button provides a way to dial the associated extension with one touch. In addition, if the button is equipped with a lamp, you can visually monitor the status of the associated extension. MOVING ON To assign an extension to a DSS/BLF button: 1. With the handset in the cradle, dial 3 9 7 . 2. Press the DSS button(s) and dial the desired extension number.
PROGRAMMING SECONDARY EXTENSION BUTTONS With the Secondary Extension Appearances feature, you can program various buttons on your endpoint (and on the Mini-DSS) to indicate the call activity at a different extension (primary extension). In addition to being able to see when a call is ringing, answered, or on hold, you can use your secondary extension button to answer a call that is ringing at the primary extension.
USING ACCOUNT CODES If your telephone system is programmed to use the Station Message Detail Recording (SMDR) feature, you might be required to enter account codes when you place a call. These codes add information to telephone record reports that the system will periodically print. There are three types of account codes: • Standard account codes are automatically entered into the SMDR report whenever you place a call. • Forced account codes must be dialed before you can place an outside call.
SCREENING CALLS If desired, you can screen calls that are transferred from voice mail. This allows you to accept and/or refuse specific calls. Depending on the call screening transfer method you select (see page 51), calls from voice mail may be unannounced, announce only, or screened. When your mailbox is programmed for screened calls, you have the following options when you receive a transfer: • Say “Accept” or press # to accept the call. • Say “Replay” or press 1 to replay the announcement.
MOVING ON To search the telephone directory using your dialpad buttons (see table below): 1. With the handset in the cradle, press 3 0 7 . 2. Press 1 for the intercom directory, 2 for the outside directory, or 3 for the feature directory. 3. Enter letters or numbers (up to 10 characters) as described below: • Remain in alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Note that letters correspond to the letters printed on dialpad buttons 2-9.
Voice Mail Directory With the voice mail directory, subscribers and non-subscribers can use ASR (if enabled) or dialpad digits to search for names in the directory. Subscriber names are automatically added to the directory when their mailbox is initialized. ASR may not be able to locate names that are pronounced differently than they are spelled. For these types of names, use the alternate search method of spelling the name using the endpoint dialpad digits (see table below).
To perform a directory search: 1. Dial the voice mail number. 2. Say “Directory” or press # . 3. Say the last name of the person you are searching for or press the appropriate dialpad buttons to spell the name (see page 67). If 10 or fewer matches are located, you can access and browse the list immediately (see step 4.) If the list contains more than 10 matches, you have the option to browse or filter the list. (skip step 4. and see step 5.) 4.
PROGRAMMING REMOTE FEATURE ACCESS If you are away from your desk and forgot to put your endpoint in DND, don’t worry. With the Remote Feature Access, you can place your endpoint in DND or forward calls from any other endpoint on the system. And, if you have a special dial-up line, you can access your endpoint features from an outside line. NOTE: For your convenience, a pocket-sized guide of the Remote Feature Access is located in the front of this guide.
Remote Feature Access To access your endpoint from another endpoint: 1. EITHER, Call your Direct Inward System Access number (provided by your system administrator). If required, enter your password. OR, Use any endpoint on the system. 2. Enter 3 5 9 . 3. Enter your extension number. 4. Enter your password followed by . You can now use any of the following features. To change the station password using Remote Programming: a. Enter 3 9 2 # . b. Enter the new password, followed by # . c.
REQUESTING AGENT HELP Your telephone system may be programmed to support the Agent Help feature, which allows you to request help from a designated “Agent Help Extension” (usually your supervisor) during a call. When your request call rings at the Agent Help Extension, the supervisor can choose to join the call or reject the request. If the Agent Help Extension is a digital endpoint, the endpoint’s microphone is automatically muted so that the supervisor cannot be heard unless he or she presses MUTE .
WORKING IN HUNT GROUPS Your system may be programmed with “hunt groups.” Hunt groups are groups of endpoints that share a common extension number in addition to having individual extension numbers. This allows someone to call anyone in the group (using the common extension) or a specific member (using the individual extension). The members of these groups and the common extension(s) are programmed by your system administrator.
Logging In and Out of ACD Hunt Groups Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent receives calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group bypass the agent. To log in to all of your ACD hunt groups at once using the ACD Agent Login/ Logout feature code: With or without the handset lifted, dial 3 2 8 and enter your Agent ID, if necessary. The display shows AGENT LOGGED IN TO ALL ACDS, and you hear a confirmation tone.
When you log in to a group, you may be automatically connected to a call after you hear a short ring burst. If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset, you will be automatically connected. If this option is not enabled for your hunt group, the call will ring until you answer it or until it times out to another extension.
Using E-Mail Reader SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-Mail Reader Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Your Advanced Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . Setting Up Your E-Mail Password . . . . . . . . . . . . . . . . . . . . . . . Accessing E-Mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing Fax Messages . . . . . . . . . . . .
INTRODUCTION Enterprise Messaging (EM) is the voice processing system that provides advanced messaging features with the E-mail Reader feature. This section provides information and instructions about advanced mailbox tasks for users who have E-Mail Reader enabled for their mailbox. If your mailbox does not have E-Mail Reader enabled, you have a standard voice mailbox (see page 7).
E-MAIL READER FEATURES When E-Mail Reader has been enabled for your mailbox, you have the advanced mailbox. The advanced mailbox unifies your local voice mail messages and your remote fax and e-mail messages in one convenient location. E-mail Reader uses Textto-Speech (TTS) capabilities to convert the text in an e-mail message to a .wav file. If E-Mail Reader is enabled for your mailbox, you can access voice mail, e-mail, and fax messages in your mailbox using your endpoint.
USING YOUR ADVANCED MAILBOX After you set up your mailbox (see page 16), you can use personal or system greetings to let callers know if you are out of town, on a call, etc. You can send messages to individuals and to a group of people if your voice mail administrator has programmed a name for the group. In addition, various options allow you to customize your mailbox, manage your messages, and screen your calls.
SETTING UP YOUR E-MAIL PASSWORD When E-Mail Reader is enabled for your mailbox, the EM system prompts you to enter your e-mail password after you or your voice mail administrator do one of the following: • Set up your mailbox (see page 16) • Change your e-mail password for your e-mail client To access your e-mail and fax messages from your advanced mailbox, you must set up your e-mail password.
To enter your e-mail password (see table below): 1. Access your mailbox as described on page 34. The system announces that it was unable to retrieve your e-mail and fax messages, and gives you the following options: • Say “Continue” or press # to access your mailbox without access to your email messages. • Say “Password” or press 1 to enter your new e-mail password. NOTE: If your system uses an e-mail server and a separate fax server, you are prompted twice. 2.
ACCESSING E-MAIL MESSAGES NOTE: By default, the message lamp on your endpoint lights when you receive a new voice mail message. Although the lamp can be programmed for other functions, it cannot be programmed to indicate that you have received a new e-mail message. If you have an advanced mailbox you can access e-mail messages by choosing option three from the main menu.
To access e-mail messages and the associated options: 1. Access your mailbox as described on page 34. 2. Say “E-Mail” or press 3 to listen to your e-mail messages. Then select one of the following: • Say “New” or press 1 to listen to new messages. • Say “Saved” or press 3 to listen to saved messages. NOTE: If you have a large number of e-mail messages in your in-box (for example, more than 500 messages) you may experience a delay (hear silence) before the first message is played. 3.
4. When E-Mail Reader has finished reading the e-mail the message is marked as saved and you have the following options: • Say “Replay” or press 1 to replay the message from the beginning. • Say “Reply” or press 2 to reply to the message. If the e-mail message had more than one recipient, you have the following options: – Say “Everyone” or press 1 to reply to all recipients. – Say “Sender” or press 2 to reply to the sender. – Say “Hear” or press 3 to hear all recipients.
ACCESSING FAX MESSAGES NOTE: By default, the message lamp on your endpoint lights when you receive a new voice mail message. Although the lamp can be programmed for other functions, it cannot be programmed to indicate that you have received a new fax message. When you access a fax message using option six on the main menu, E-Mail Reader announces the fax message according to the envelope options that you selected (see page 86). E-Mail Reader does not have the capability to read the text in a fax.
RECOVERING DELETED MESSAGES Recovering deleted messages varies based on media type. If you delete a voice mail message, you can retrieve it within a specific time frame (up to 24 hours, programmed by your voice mail administrator). The specified time frame for retrieving deleted email and fax messages is determined by the Exchange administrator. Once you recover a deleted message, it is then restored to your saved-message queue.
CHANGING MESSAGE ENVELOPES When you receive a voice, fax, or e-mail message, a message “envelope” is played. The envelope can include the time and date the message was left, the source of the message, and additional information that is associated with the media type. Common envelope options for voice mail, e-mail, and fax include: • Time and Date: The time and date the message was received. • Source: The source of the voice, e-mail, or fax message.
VOICE MAIL FLOWCHART (ADVANCED MAILBOX) NOTE: At any menu level, you can say “Cancel” or press menu or say “Accept” or press # to cancel or return to the previous to accept. MAILBOX ACCESS • EITHER, Press the Message button to respond to a message from voice mail. OR, Call the voice mail extension number, say “Login” or press , and say or enter your mailbox number. • Enter your password (press # ).
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Learning More SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What the Administrators Can Do for You . . . . . . . . . . . . . . . . . Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . . . Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
INTRODUCTION If you want to know more about your endpoint and voice mail system, this is the section for you. With additional information and an FAQ, you should be able to find answers to most of your questions. NOTE: Because the telephone system is very flexible and programmable, the procedures for using the features might vary slightly from the descriptions in this guide. If so, your trainer or system administrator can tell you how your system differs and how to use the features.
FREQUENTLY ASKED QUESTIONS (FAQS) This section includes some of the most frequently asked questions. If you have problems with your endpoint or mailbox, refer to this section before you contact your system, voice mail, or network administrator or your local Inter-Tel reseller. How can I retrieve messages if I don’t know the password for my voice mail? A1. Try using your extension number, which is your default password. Or, maybe you don’t have a password, in which case pressing # is all you need to do.
Q8. Why can’t I program a Station Speed-Dial number to the button I want? It keeps saying that the button is non-programmable. A8. Your system administrator has programmed that button as a non-programmable button. Because you cannot override system programming from your endpoint, you must choose another button. Q9. Why don’t the local telephone company star codes (i.e.*82, *69, etc.) work when I press OUTGOING or use the Outgoing Call feature code ( 8 by default) to call an outside number? A9.
Q15. Why can’t I use one of the features described in this guide? A15. There are a few reasons why you might not be able to access the feature. Some possible reasons include: • Your system software version may not support the feature. Check with your system administrator to see which software version your telephone system currently uses and if there are any features restrictions for your system. • Your system administrator may not have enabled the feature for your endpoint.
DEFAULT FEATURE CODES Use the blank spaces below to enter custom feature codes, if necessary. OUTSIDE LINE ACCESS CODES ACCESS CODE NAME Select Line Group 1-208 Automatic Route Selection Emergency Call Outgoing Call ACCESS CODE NEW CODE 92001-92208* 92000* 911 (999 in Europe) 8 *These defaults may differ depending on the software version.
GENERAL FEATURE CODES FEATURE NAME FEATURE CODE Account Code – Following Calls 391 Account Code – Optional 390 ACD Agent Log In 326 ACD Agent Log Out 327 ACD Agent Log In/Out 328 ACD Agent Wrap-Up Terminate 329 Agent Help Request 375 Agent Help Reject 376 Answer (Ringing Call) 351 Audio Diagnostics 320 Automatic Intercom Access On/Off 361 Automatic Line Access On/Off 360 Automatic Line Answer 350 Background Music On/Off 313 Call Forward All Calls 355 Call Forward If Busy 357
FEATURE NAME Message 365 LCD Contrast Control 303 Message – Cancel Message Left 366 Message – Cancel Message On Endpt.
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LEARNING MORE 98 Inter-Tel® Model 8520 User Guide
Index A Abbreviations 5 About This Guide 2 About Voice Mail 9 About Your Endpoint 3 Accessing e-mail messages 81 fax messages 84 voice mail messages 36 your mailbox 34 Account Codes 64 ACD Hunt Groups 72 Adding Parties to a Conference 24 Adjusting your endpoint’s LCD contrast 15 your endpoint’s viewing angle 14 Administrators 90 Advanced Mailbox using 78 voice mail flowchart 87 Agent Help 71 Agent IDs 72 Alphanumeric Mode 11 Alternate Greeting 17 Assigning Secondary Extension Buttons 62 Automatic Call Answe
Dial Tones 11, 46 Dialing Options 19 Dialing Station/System Speed-Dial Numbers Dialpad Buttons 3 Direct Station Selection/Busy Lamp Field 6, Directories telephone 65 voice mail 67 Disabling account codes 64 automatic call answer 47 background music 47 cascade levels 55 group listen feature 31 hunt group calls 72 message envelope options 50 paging 60 record-a-call 59 system forwarding 27 time/date option 50 Disconnecting a Headset 30 Display 5 Displaying Information 29 date, time, name, and extension number
G Generating a Hookflash 61 Green Lamps 11 Greetings 17 Group Listen Using the Speaker 31 H Handsfree Mode 11 Headset 30 Hold 23 Hookflash 61 Hunt Groups 72 I Individual Hold 23 Initializing Your Mailbox 16 Intercom Calls 19 K Keymaps 47 L Lamps 5, 11 Language 48 Last Number Dialed/Saved 28 LCD 5 LCD Contrast 15 LCD Contrast Adjustment 15 Leaving Messages 33 Listening to Messages 36 Logging In and Out of ACD Hunt Groups 73 M Mailbox 34 Mailbox Almost Full/Full 34 Mailbox Preferences 49 Making and Recei
Q Queue Feature 20 Queue the Line 20 R Recall 57 Receiving intercom calls 19 outside calls 22 Record-A-Call 59 Recording and sending voice mail messages 39 voice mail directory name 18 Recording and Sending Voice Mail Messages 39 Recovering Deleted Messages 38, 85 Red Lamps 11 Redial 28 Redialing a Number 28 Redirect Calls 21, 28 Reminder Messages 44 Remote Access Password 69 Remote Feature Access 70 Remote Messaging 34, 54 Requesting a callback 20 a reminder message 44 Agent Help 71 Responding to a waitin
V Viewing Angle Adjustment 14 Viewing Speed-Dial Numbers 58 Voice Mail administrator 7 messages 20 options 49 Voice Mail Flowchart advanced mailbox 87 standard mailbox 105 Voice Mail Messages canceling unheard messages 41 recording and sending 39 Inter-Tel® Model 8520 User Guide recovering deleted 38 Volume Levels 46 W Waiting Calls 22 What the Administrators Can Do for You 90 What You See and Hear 11 Working in Hunt Groups 72 Wrap-Up Timer 74 Z Zones, Page 60 103
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VOICE MAIL FLOWCHART (STANDARD VOICE MAILBOX) NOTE: At any menu level, you can say “Cancel” or press menu or say “Accept” or press # to cancel or return to the previous to accept. MAILBOX ACCESS • EITHER, Press the Message button to respond to a message from voice mail. OR, Call the voice mail extension number, say “Login” or press , and say or enter your mailbox number. • Enter your password (press # ).
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