INT3000 User Guide
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 INT3000 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.
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Important Safety Instructions For use with CSA Certified (NRTL/C) Inter-Tel Converged Communications Platforms only. When using your telephone equipment, basic safety precautions should always be followed to reduce the risk of fire, electrical shock, and injury to persons, including the following: 1. Read and understand all instructions. 2. Follow all warnings and instructions marked on the product. 3. Unplug this product from the wall outlet before cleaning. Do not use liquid cleaners or aerosol cleaners.
12. Unplug this product from the wall outlet and refer servicing to qualified service personnel under the following conditions: a. When the power supply cord is damaged or frayed. b. If liquid has been spilled into the product. c. If the product has been exposed to rain or water. d. If the product does not operate normally when following the operating instructions. Adjust only those controls that are covered by the operating instructions.
Warnings NOTICE Please do not attempt to unplug any appliance during an electrical storm. Unplug all electrical appliances when you know an electrical storm is approaching. Lightning can pass through your household wiring and damage any device connected to it. This endpoint is no exception.
Radio Interference Radio interference may occasionally cause buzzing and humming in your cordless Handset, or clicking noises in the Base Unit. This interference is caused by external sources such as TV, refrigerator, vacuum cleaner, fluorescent lighting, computer equipment, or electrical storm. Your unit is NOT DEFECTIVE. If these noises continue and are too distracting, please check around your office to see what appliances may be causing the problem.
Battery Packs The Battery Packs contain rechargeable, sealed, Nickel-Metal Hydrate batteries. To reduce the risk of fire or injury to persons by the battery, read and follow these instructions: • Use only the appropriate type and size Battery Pack specified in this user guide. • Do not dispose of the Battery Pack in a fire. The cell may explode. • Do not open or mutilate the Battery Pack. Released electrolyte is corrosive and may cause damage to the eyes or skin. It may be toxic if swallowed.
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CONTENTS PAGE FINDING YOUR WAY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 FINDING YOUR WAY Table of Contents About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 GETTING STARTED About Your Endpoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Installing the INT3000 .
CONTENTS Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61 Performing a “Hookflash” During a Call . . . . . . . . . . . . . . . . . . . . . . . .62 Programming Your Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . .62 Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63 Screening Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
FINDING YOUR WAY Finding Your Way SECTION CONTENTS PAGE Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About Your Endpoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Dialpad and Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Basic Message Display Functions .
WELCOME Congratulations on your purchase of the INT3000 endpoint. It is designed to work on an Inter-Tel® telephone system to provide you with access to multiple lines, Caller ID, and other telephone system features. To help familiarize yourself with the features of the INT3000 and get the most from your new endpoint, please read this user guide thoroughly. The About This Guide section below lists the different sections in this user guide and describes the type of information you can find there.
Your INT3000 includes many features and accessories. If any of these items are missing or damaged, contact your service representative. If your INT3000 is not performing to your expectations, please try the simple steps listed in the Troubleshooting section of this user guide. If you are still unable to resolve the problem, contact your system administrator or local reseller.
Basic Message Display Functions ICON FUNCTION The connection has been made between the Handset and Base. The Handset Ringer Switch is turned off. The Battery Pack in the Handset is low and needs to be charged. You have received a message. ACTION Press talk to answer or make a call. Turn on the switch on the side of Handset to turn on the Ringer. See page 9 for recharging the battery. See page 36 for viewing the message. Basic Button Functions BUTTON ACTION Press Place outside call.
The following buttons on the INT3000 endpoint provide the associated features and functions. Talk Button When you pick up the Handset and press Then, you will see one of the following: talk , you will see ACQUIRING LINK. • After the connection has been made between the Handset and Base Unit “TALK” will appear on the display. Then the screen will go into standby mode and the endpoint is ready to use.
Call Button These buttons are used for call access. They are not associated with specific lines. Instead, they are assigned to calls in the order that the calls are placed or received. If there are more calls in progress than there are CALL buttons, new calls wait until a CALL button becomes available. Pressing an unlit CALL button will enter the programmed Outgoing Call feature codes for your endpoint.
Select a location for the INT3000 that avoids excessive heat or humidity. The Base Unit of your INT3000 can be placed on a desk or tabletop near a standard 120V AC outlet and telephone line jack. The Base Unit can also be mounted on a standard wall plate using the Wall Mount Adapter. Keep the Base Unit and Handset away from sources of electrical noise (motors, fluorescent lighting, computers). Before using your INT3000, be sure to raise the antenna to the vertical position.
Attaching the Belt Clip to the Handset You can use the Belt Clip to attach the Handset to your belt or pocket for convenient portability. 1. Snap the tab out of the Belt Clip notch on the top of the Handset. 2. Slide the clip into the tab slot. The Belt Clip is designed to fit snugly into the Handset, as shown on the right. 3. Press firmly until the Belt Clip snaps into place, as shown on the right. 4.
NOTE: You can only use your INT3000 with the Handset when it is out of the Battery Charger. The rechargeable Battery Pack must be fully charged before using your INT3000 for the first time (this requires 6-8 hours). The unique design of your INT3000 allows you to place the Handset in the Battery Charger with or without the Belt Clip attached. The Battery Charger also has the ability to charge a second battery, if you plan to purchase one, with or without the Handset being charged.
Installing The Battery Pack In The Handset 1. Remove the battery cover by pressing the latch and sliding the cover down and off of the Handset. 2. If replacing a battery, remove the old bat- tery. 3. Slide the Battery Pack down into the Hand- set. 4. Replace the cover and slide it up until it latches into the Handset. Charging the Battery Pack Inside the Handset When the Battery Pack in the Handset is low and needs to be charged, you will see a LOW message on the display. 1.
FINDING YOUR WAY Charging Spare Battery Packs (Optional) 1. Slide the spare Battery Pack, if you have one, into the second slot in the Battery Charger until the retaining clip snaps over the top of the pack, as shown on the right. 2. Make sure the BATT CHARGE indicator lights. If the BATT CHARGE indicator does not light, check to see that the AC Adapter is plugged in, and that the Battery Pack is making good contact with the Battery Charger contacts. 3.
WALL MOUNT INSTALLATION Your INT3000 endpoint can be wall-mounted as explained in the following pages. Standard Wall Plate Mounting The INT3000 is designed to be mounted on a standard wall plate. To attach the wall mount stand to the Base Unit: 1. Slide the Wall Mount stand into the notches at the top of the Base Unit, rotate the Wall Mount stand down and snap it into place, as shown on the right. 2. Plug the AC Adapter into the Base Unit as pre- viously described. 3.
If you do not have a standard wall plate, you can mount your endpoint directly on a wall. Before mounting your endpoint, consider the following: • Select a location away from electrical cables, pipes, or other items behind the mounting location that could cause a hazard when inserting screws into the wall. • Make sure the wall material is capable of supporting the weight of the Base Unit. • Use #10 screws with anchoring devices suitable for the wall material where the Base Unit will be placed. 1.
Charging Unit Wall Mounting The Charging Unit is also designed to be wall mounted. you can mount your endpoint directly on a wall. Before mounting your charging unit, consider the following: • Select a location away from electrical cables, pipes, or other items behind the mounting location that could cause a hazard when inserting screws into the wall. • Make sure the wall material is capable of supporting the weight of the Charging Unit.
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.
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.
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.
Follow the guidelines below when using the INT3000 endpoint on the Inter-Tel telephone system. • Your telephone system may have one dial tone for both intercom calls and outside calls. Or, it may have two dial tones: (1) When you lift the Handset or press talk , you hear intercom dial tone. (2) When you select an outgoing line, you hear standard outside dial tone. • Many features are controlled by timers and “time out” if you wait too long before performing the next step.
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Getting Started SECTION CONTENTS PAGE Inter-Tel® INT3000 User Guide GETTING STARTED Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Setting Up Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Initializing Your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Recording Your Personal Greetings. . . . . . . . . . . . . . . . . . . . . . . . .
INTRODUCTION Now that you know what your INT3000 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. 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.
7. After the tone, record your first and last name. 8. 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.
To record/change your personal greeting: 1. Access your mailbox as described on page 37. 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 endpoint, you can make/receive intercom, outside, and emergency calls. Intercom Calls NOTE: Ask your system administrator for a list of extensions. Placing Intercom Calls To place an intercom call: 1. Press talk and dial an extension number. 2. If your call goes through handsfree to the called endpoint's speaker, speak after you hear a double tone.
Receiving Intercom Calls The endpoint will ring or vibrate to alert you. Also, a line indicator on the display may flash, and the display may show information about the call, such as caller’s name and extension. To receive an intercom call: Press talk or lift the Handset out of the Battery Charger. To redirect a ringing call to another extension or to an outside number: 1. Press spcl and dial 3 3 1 . 2. Enter the extension or outside number to which you want to redirect the call.
To cancel a queue before the callback: Press 6 . When dialing the number, you can do one of the following: • Use the speed-dial directory, see page 64. Use the station speed-dial feature, see page 57. • Use the system speed-dial feature, see page 59. • Redial the last outside number you dialed, see page 34. GETTING STARTED • Receiving Outside Calls To receive an outside call: Press talk or call 1-4 . Or, lift the Handset out of the Battery Charger.
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 Call Pickup (Reverse Transfer) 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). To place a conference call: 1. While on the first call, press spcl and 5 to put the call on hold. spcl 3. Press and 5 5 . (If necessary, repeat this step to place one more call on hold.) to join all of the calls together in the conference.
TRANSFERRING CALLS Although transferring calls is considered a basic function of an endpoint, your endpoint has many advanced options for this feature. With your endpoint, you can transfer to another extension, voice mail, or even an outside line. To Another Extension 1. EITHER, Press OR, Press point. xfer spcl . and dial 3 4 6 to place the call on hold at the other end- 2. Dial the desired extension number. 3. Wait for an answer, announce the call, and then hang up to complete the transfer.
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. 2. Dial the extension or hunt group number where the call is ringing or holding. You are automatically connected to the call.
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 Manual call forwarding allows you to send incoming calls to another extension number. You can even forward calls to outside numbers, if your endpoint is programmed to allow this. To forward calls: 1.
Redirect Call NOTE: This feature is available only with versions 5.3 and higher. 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 Do-Not-Disturb or to a To redirect calls: 1. Press spcl and dial 3 3 1 GETTING STARTED restricted outside number. . 2. Dial the extension number. To redirect a call to an outside telephone number: 1. Press spcl and dial 3 3 1 . 2.
REDIALING A NUMBER In an ideal world, someone will always answer the endpoint when you call. But, because you will occasionally receive a busy signal or no answer, it’s nice to have the Redial feature. Although most endpoints redial the last number dialed, your system administrator can program your endpoint to redial the last number saved. To use the Last Number Dialed feature (if enabled): Press redial . A line is selected automatically and the number is dialed.
STATION-TO-STATION MESSAGES Leaving Messages If you call an endpoint that is busy, does not answer, or is in do-not-disturb, you can use the station-to-station messaging feature to let the other person know you called. If You Do Not Have a MSG Button To leave a message: 1. If you call an endpoint that is busy, does not answer, or is in do-not-disturb, and want to leave a message, hang up. 2. Then dial 3 6 7 and dial the desired extension number.
Receiving Messages If You Do Not Have a MSG Button When you see MSG on your display: Dial 3 6 5 to view the message, then press # . A call is automatically placed to the endpoint or message center that left the first waiting message. To cancel a waiting message: Dial 3 6 5 to view the message, then press * . The message is canceled. If You Have a MSG Button When you see MSG on your display: Lift the Handset and press your MSG button.
ACCESSING YOUR MAILBOX If you have a message waiting in your mailbox, you must access your mailbox to retrieve it. ALSO: If your mailbox has E-Mail Reader enabled, you have an advanced mailbox. See page 75 for information and instructions about using E-Mail Reader features.
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. If your environment prevents you from using ASR, you can temporarily disable it by accessing option number eight on the main subscriber menu. This option disables ASR for that particular call 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. ALSO: If your mailbox has E-Mail Reader enabled, you have an advanced mailbox. See page 75 for information and instructions about using E-Mail Reader features. Listening to Messages To listen to messages: 1. Access your mailbox as described on page 37. 2.
5. When the message has finished playing, you have the following options: • Say “Replay” or press • Say “Reply” or press • • • • • • 1 2 to replay the message from the beginning. 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. If the caller has a mailbox number, you are prompted to verify the destination by saying “Yes” or by pressing # .
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. voice mail, e-mail, and fax messages. To recover deleted voice mail messages: 1. Access your mailbox as described on page 37. 2.
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 77) is a recorded voice message that is attached to the e-mail as a .wav file. To record and send voice mail messages: 1. Access your mailbox as described on page 37. 2. Say “Record” or press 2 . 3. Say or enter the desired mailbox number or group list number.
• Say “Copy” or press NOTE: If you select the copy or special delivery options and then do not respond to the prompts, the system will time out and deliver your message to the original recipient. 6. Press Inter-Tel® INT3000 User Guide talk to hang up. 43 GETTING STARTED • 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.
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. To cancel unheard voice mail messages: 1. Access your mailbox as described on page 37. 2. While listening to the voice mail main menu, say “Options” or press 5 for Message Options. 3. Say “Unheard” or press 1 . 4. When prompted, say or enter the number of the mailbox containing the unheard message. 5.
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.
3. If desired, customize the second display line by entering the desired numbers or letters as described below: • Remain in numeric mode: Press the dialpad buttons to dial the desired numbers. Press # for a hyphen (-) or press * for a colon (:). If you have a FORWARD button, use that to enter a space. Change to alphanumeric mode: Press the MSG button (if you have one) and then press the dialpad buttons to enter the desired characters. (See the chart on the right.
USING REMINDER MESSAGES Your telephone system can have up to 20 different reminder messages, each of which can be changed by the system administrator, installer, or programmer. Your trainer or system administrator will give you a list of reminder messages for your system. For convenience, you should update the following default list.
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Moving On SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Setting Endpoint Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Selecting a Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Changing the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Returning to Default Station . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 set preferences for your endpoint, program buttons, use directories, access your voice mailbox remotely, and perform various other functions. SETTING ENDPOINT PREFERENCES Your endpoint and voice mailbox are automatically set to specific defaults. You can, however, configure many of these settings at any time.
Returning to Default Station You can return your endpoint to default settings at any time. This feature returns volumes to default levels; cancels Do-Not-Disturb, manual call forwarding, background music, and queue requests; and restores handsfree mode, pages, hunt group calls, and system forwarding all at once. To return your endpoint to default: Dial 3 4 9 . SETTING MAILBOX PREFERENCES Your mailbox contains personal options to allow you to customize voice mail functions.
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 voice mail, callers can use your mailbox to send you a fax. To use this feature, you must specify the destination fax number. To change your fax destination number: 1. Access your mailbox as described on page 37. 2. Press 4 to select the Personal Options Menu. 3. Press 9 for More Options. 4. Press 1 . 5. Enter the number of your fax destination, followed by 6. EITHER, Press 7. OR, Press 8. Press talk 3 # # . to accept the number.
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 37. 2. Say “Personal” or press 3. Say “Remote” or press 4 to select the Personal Options Menu. . You have the following options: 5 • 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 frequently dialed numbers for easy dialing. Each number is stored on your endpoint (Station SpeedDial) or in the telephone system (System Speed-Dial) and is identified by a location number. Once programmed, you can then quickly dial these numbers by entering a feature code and dialling the desired location number.
To store a number in a Speed-Dial location: 1. Dial 3 8 3 . 2. Dial the location code 0-9 to be programmed. 3. Enter the desired name for the speed-dial number to be programmed, as described below: • Remain in alphanumeric mode: Press the dialpad buttons to enter the desired characters. (Refer to the chart on page 65.) The number of times a button is pressed determines which character is entered. For example, 533266 would enter “JEAN.
To program a user-programmable function button as a Station Speed-Dial button: 1. Dial 3 9 7 . 2. Press the feature button you want to change into a Station Speed-Dial button. 3. Dial 3 8 2 (default Station Speed Dial feature code). 4. Dial a digit 0-9 when the display asks for a number. This is the station speed-dial number “location.” NOTE: Station Speed-Dial buttons created using this procedure are not the same as the SYS SPD feature button found on some endpoints.
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.
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 spcl 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.
USING ACCOUNT CODES If your telephone system is programmed to use the Station Message Detail Recording (SMDR) feature, the system will periodically print out a record of telephone calls placed from the endpoints within the system. Account codes can be used to add information to these reports. There are three types of account codes: • Standard account codes that are entered into the SMDR report automatically whenever you place a 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 53), 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.
3. Enter letters or numbers (up to 10 characters) as described below: • Remain in alphanumeric mode: Press the dialpad buttons to enter the desired characters. (See the chart below.) The number of times a button is pressed determines which character is entered. For example, 77776444844 would enter SMITH. You need a FORWARD button to enter adjoining characters that are located under the same button or to leave spaces. For adjoining characters, press the FORWARD button once to advance to the next character.
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 66). 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. Remote Access Password Before you use Remote Feature Access, you should program a password, as described below. To change the password from your endpoint: 1.
Remote Feature Access To access your endpoint from another endpoint: 1. Dial 3 5 9 . 2. Enter your extension number. 3. Enter your password followed by # . You can now use any of the following features. To change the station password using Remote Programming: a. Dial 6 . b. Enter the new password, followed by # . c. Enter the new password again for verification, followed by To turn on Do-Not-Disturb: a. Dial 6 # . . b.
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 an endpoint, the endpoint’s microphone is automatically muted so that the supervisor cannot be heard unless he or she presses the MUTE button.
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 Group 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: 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.
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Using E-Mail Reader SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 E-Mail Reader Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Using Your Advanced Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Setting Up Your E-Mail Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Accessing E-Mail 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 9).
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 22), 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 22) • 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 37. 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 mail messages. Say “Password” or press • # to access your mailbox without access to your e- 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 37. 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.
• Say “Forward” or press 3 to forward a copy of the message to a fax destination. Then say or enter the fax destination number. The system plays the fax destination number. Select one of the following: – Say “Yes” or press # to verify the number. The system announces that the fax is scheduled for delivery. – Say “No” or press to start over. NOTE: You cannot forward an e-mail message to a mailbox or group list.
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.
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Learning More SECTION CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 What the Administrators Can Do for You . . . . . . . . . . . . . . . . . . . . . . . . 90 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Frequently Asked Questions (FAQ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 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 FAQs, 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.
TROUBLESHOOTING If your INT3000 is not performing to your expectations, please try these simple steps. If you are still unable to resolve the problems, contact your service representative. NOTE: Do not attempt to service this unit yourself. All service must be done by qualified service personnel. PROBLEM POSSIBLE SPLUTIONS • Make sure the AC Adapter is plugged into the Battery Charger and wall outlet. • Make sure Handset is properly seated in Battery Charger.
FREQUENTLY ASKED QUESTIONS (FAQ) This section includes some of the most frequently asked questions. If you have problems with your endpoint or voice mailbox, refer to this section before you contact your system administrator or Inter-Tel. 92 Q1. How do I program System Speed-Dial numbers? A1. Only your system administrator can program System Speed-Dial numbers. You can, however, program up to ten Station Speed-Dial numbers (see page 57). Q2. How do I change the time and date on my endpoint? A2.
Q7. How do I scroll the display screen? A7. Press the low end of the volume button to scroll down or the high end to scroll up. 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.
Q14. Why can’t I use one of the features described in this guide? A14. 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 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 Backspace Button 314 Call Forward All Calls 355 Call Forward If
FEATURE NAME FEATURE CODE Hunt Group Remove/Replace 324 Message 365 Cancel Message That You Left 366 Cancel Message On Your Endpoint 368 Silent Message 367 Page Page Receive On/Off 7 325 Program Baud Rate 393 Program Buttons 397 Program Station Password 392 Queue (Callback) Request Record-A-Call 6 385 Redial 380 Redirect Call 331 Reminder Message 305 Reminder Message Cancel 306 Remote Programming 359 Reverse Transfer (Call Pick-Up) Review Buttons 4 396 Ring Intercom Always
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Index A About the telephone system 19 About This Guide 2 About Voice Mail 15, 17 About Your Endpoint 3 Accessing e-mail messages 81 fax messages 84 Accessing Your Endpoint 69 Account Codes 63 ACD (Automatic Call Distribution) Hunt Groups 71 ACD Agent IDs 71 ACD Hunt Group Login 72 ACD Hunt Groups 71 Administrators 90 Advanced Mailbox using 78 voice mail flowchart 87 Agent Help 70 Alternate Greeting 23 Attaching the Belt Clip to the Handset 8 Automatic Call Distribution (ACD) 71 Automatic Speech Recognition
E E-Mail Messages 81 E-Mail Reader 17, 79 Emergency Calls 27 Enabling cascade levels 56 do-not-disturb 45 hunt group calls 71 Ending an ACD Hunt Group Call 73 Endpoint Configuration changing language selection 50 Entering Account Codes 63 Entering Your Mailbox 37 Enterprise Messaging 17 F Fax Destination Number 54 Fax Messages 84 Feature Buttons 6 Features Automatic Speech Recognition (ASR) 18 do-not-disturb 45 E-Mail Reader 79 redirect calls 26, 27 ring intercom always 25 speed dialing 57 Finding Your Way
P Paging 61, 66 Passwords 51 Performing a “Hookflash” During a Call 62 Performing a Directory Search 64 Place On Hold And Mute 27 Placing Calls On Hold 28 Placing Conference Calls 29 Placing Outside Calls 26 Primary Greeting 23 Primary Language 50 Programming cascade levels 55 date and time notification 56 fax destination 54 outside number as a feature button 62 remote feature access 68 remote messaging 55 ring intercom always 25 Programming Remote Feature Access 68 Q Queue the Line 25 R R/Vol Button 5 Ra
U Using advanced mailbox 78 defaults 22, 45, 51 do-not-disturb mode 60 feature buttons 62 Using Account Codes 63 Using Do-Not-Disturb Mode 45 Using Record-a-call 60 V Voice Mail administrator 15 directory 66 message envelope 52 password 51 Voice Mail Directory 66 Voice Mail Flowchart 102 advanced mailbox 87 standard mailbox 103 Voice Mail Messages recording and sending 42 recovering deleted 41 Voice Mail Options 51 W Waiting Calls 27 Wall Mount Installation 12 Welcome 2, 22 What the Administrators Can D
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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