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Inter-Tel

Axxess

Converged Communications Platform

MITEL

Administrator Guide

Summary of content (384 pages)

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MITEL Inter-Tel Axxess ® ® Converged Communications Platform Administrator Guide
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Voice Mail Administrator Features Quick Reference Guide for System, Voice Mail, and Diagnostics Administrator Features You can use the voice mail administrator mailbox to program the following voice mail features. Accessing the Voice Mail Administrator Mailbox 1. Dial the voice mail access number. 2. Press * or say “Login” to identify yourself as a subscriber. 3. Enter or say the administrator mailbox number. 4. Enter the password, and then press #. 5.
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Programming System Speed-Dial Numbers Default Administrator Feature Codes 1. Dial 9801. PROGRAM SYS SPD # appears. 2. Enter the System Speed Dial location code (000–999 or 0000–4999). ENTER NAME appears. 3. Enter the name or leave the existing name. See the table below for dialpad character descriptions. Code (U.S./Eur.) 9823 4. Press # or the ACCEPT menu button. ENTER NUMBER appears. 5. Enter the number, up to 48 digits, using one of the following methods: • • 6.
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Part Number 550.8001 ® ® INTER-TEL AXXESS CONVERGED COMMUNICATIONS PLATFORM ADMINISTRATOR GUIDE Issue 11.
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NOTICE This Inter-Tel® Axxess® Administrator Guide is released by Inter-Tel (Delaware), Inc. as a guide for system and voice mail administrators. It provides information necessary to properly administer the system. The contents of this document reflect current Inter-Tel standards and are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in this release.
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Product Disposal Instructions This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with other commercial or household waste at the end of its working life. For appropriate disposal and recycling instructions, contact your local recycling authority or Inter-Tel provider.
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Table of Contents Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table of Contents CONTENTS PAGE Safety Instructions ix Regulatory Notices ix Network Security Statement ix V11.0 New Features xi Overview 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Converged Communications Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Table of Contents Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CONTENTS PAGE Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Inter-Tel® Axxess® Administrator CONTENTS Voice Processing Features Table of Contents Guide — Issue 11.0, May 2008 PAGE 289 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291 Automatic Fax Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Inter-Tel® Axxess® Administrator Safety Instructions Guide — Issue 11.0, May 2008 Safety Instructions For basic installation guidelines necessary for the proper and safe functioning of this equipment, refer to the Important Safety Instructions (part number 835.3209) packaged with the system, included on the product software CD, and posted on the Inter-Tel® edGe Online Manuals and Guides (www.inter-tel.com/techpublications) Web site.
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V11.0 New Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 V11.0 New Features For those individuals who are already familiar with the Issue 10.0 Inter-Tel Axxess Administrator Guide (part number 550.8001), the following new items are introduced in the version 11.0 release. Throughout the guide, “change bars” like the one next to the left of this paragraph have been placed in the margins to indicate any new or revised information since the Issue 10.0 Guide.
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V11.0 New Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 • • Page xii Enterprise® Messaging (EM) Enhancements: The following new EM features are to be introduced in EM v2.1. — Option Swap — 7 and 9 Keys: EM provides a swap feature whereby the 7 and 9 digit operations can be reversed. Currently, the 7 digit is used for save and the 9 digit is used for delete.
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Inter-Tel® Axxess® Administrator Overview Guide — Issue 11.0, May 2008 Overview CONTENTS PAGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Converged Communications Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Overview Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTRODUCTION This Administrator’s Guide provides all of the information an administrator should need to know about the system hardware and features, and it gives detailed instructions on their use. Refer to the user guide provided with each endpoint for simplified instructions on using endpoint and voice mail system features.
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Inter-Tel® Axxess® Administrator Overview Guide — Issue 11.0, May 2008 INTER-TEL SOFTWARE LICENSING The Software License folder displays the licenses currently uploaded to the system. The features common to all licenses are displayed in this folder along with the value for each feature according to the current software license. This folder is read-only.
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Overview Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 2. Available Software License Features (Continued) FIELD DESCRIPTION Uniform Call Distribution Hunt Groups Indicates whether or not the Uniform Call Distribution Hunt Groups software license is uploaded to the system. Voice Processor AMIS Networking Indicates whether or not the Voice Processor AMIS Networking software license is uploaded to the system.
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Inter-Tel® Axxess® Administrator Overview Guide — Issue 11.0, May 2008 SYSTEM ADMINISTRATOR DUTIES As a System Administrator, you can provide the following services: • Place the local telephone system or other systems in the network in night or day mode. • Set the date and time of the local system. • Set the network date and time and re-synchronize clocks in the network. • Make database changes (see page 16 for a list of programming areas). • Program System Speed Dial numbers on the local system.
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Overview Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 VOICE PROCESSING SYSTEM APPLICATIONS Axxess platform voice processing systems support several voice processing system applications. Depending on your site’s voice processing system, equipment, and licensing, you may have access to one or more of the following voice processing system features: • Automated Attendant: Automated Attendant is a programmable feature that provides automated call answering services.
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Inter-Tel® Axxess® Administrator Overview Guide — Issue 11.0, May 2008 • E-Mail Reader: E-Mail Reader is a licensable feature available with the EM voice processing system that provides users with advanced mailbox capabilities through Text-ToSpeech (TTS) technology. When E-Mail Reader is enabled for a mailbox, the user can access voice mail, e-mail, and fax messages by logging in to his or her mailbox.
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Overview Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 VOICE MAIL NETWORKING A Voice Processing Unit (VPU) or Enterprise Messagin (EM) unit can be installed on any or all nodes in the phone network. These Voice Processing systems can also be networked together to allow a caller to leave a message on the local Voice Processing system for a mailbox located on another Voice Processing system in the network. The maximum capacities of the network are listed in Table 3: Table 3.
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Inter-Tel® Axxess® Administrator Overview Guide — Issue 11.0, May 2008 VOICE MAIL ADMINISTRATOR DUTIES As the voice mail administrator, you can use special features that are not provided to other voice mail users (subscribers).
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Administrator Procedures Inter-Tel Axxess Administrator Guide — Issue 11.0, May 2008 ® ® Administrator Procedures CONTENTS PAGE Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 System Administrator Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Placing the System in Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTRODUCTION When your technician or installer is programming your site’s database, he or she can program an endpoint’s extension as a system administrator and a voice mail administrator. Often the system administrator and voice mail administrator are one in the same.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SETTING SYSTEM DATE AND TIME NOTE: Software versions 8.2 and later support the Automatic Daylight Saving Time feature. To enable the Automatic Daylight Saving Time feature, the Enable Daylight Saving Time flag in Database Programming must be set to Yes. In systems running software versions 8.1 and earlier, you must reset the system time whenever daylight-saving time begins and ends.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 SETTING NETWORK DATE AND TIME Occasionally, the network time or date needs to be reset, such as when the system is defaulted or for daylight-saving time. Any Administrator can change the date and time that appears on all display endpoints and in the SMDR reports in the network. The day of the week is automatically calculated and set by the system when the date is entered.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SYNCHRONIZING NETWORK TIME Administrators can synchronize the minutes past the hour across the network without changing the hour. This is useful when the nodes are in different time zones. NOTE: If a node's time is off by more than 30 minutes, synchronizing the minutes may cause the hour to change.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Entry to the Database Programming feature at the Administrator station can be protected using a password. A password prevents unauthorized users from altering the system database. NOTE: Passwords are very important to system security. Without sufficient password protection, the telephone system database is vulnerable to unauthorized access.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Use the following table to guide you as you program alphanumeric information. Table 4.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 The Station Database Programming process is summarized in the flowchart shown on page 23. See page 67 for a Program Planning Sheet. NOTE: If necessary, at any time during the following procedure you can press the asterisk ( ) or Speaker button to cancel programming and discard any unsaved changes. To program stations: 1. While on-hook, enter the Program Database feature code (9932 or 9931). 2.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 5. The display shows ENTER STATION OPTION. Select one of the following: • • Page 20 Station Flags: This option allows you to set the Administrator Station, Attendant, and House Phone flags. To select it, press 1 or the STATION FLAGS menu button. There are three flags that can be programmed: Administrator, Attendant, and House Phone.
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Inter-Tel® Axxess® Administrator • Administrator Procedures Guide — Issue 11.0, May 2008 Toll Restriction: This option allows you to set the station class of service for day and/or night modes. To select it, press 3 or the TOLL RESTRICTION menu button. Then do the following: – The display shows TOLL RESTRICTION OPTION. Press 1 or the COS DAY menu button to program day mode toll restriction. Or, press 2 or the COS NIGHT menu button to program night mode toll restriction.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 7. When finished with all programming, press # while the ENTER DATABASE OPTION prompt is displayed. This ends the programming session. 8. If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one of the following: • Delayed Reset: Press 1 or the DELAYED menu button to delay the reset. The display shows DELAYED RESET SCHEDULED. The system will be reset at the pre-programmed time.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Figure 1.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 System Programming You can use your Administrator station to program the following system-wide information: Define Do-Not-Disturb messages: The messages for the Do-Not-Disturb feature can be reprogrammed through an Administrator’s station. (See page 265 for information concerning their use.) Administrators can delete or change messages 01-20 to any value (up to 16 characters).
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Swap extensions: An extension number can be relocated (swapped) to another station. To swap extensions, the two affected stations must meet the following criteria: • Both devices must reside on the same node as the Administrator who performing the swap. • Both devices must be the same type (i.e., both digital endpoints or both single-line endpoints).
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 • • Page 26 Password: This option allows you to set a password that limits access to the Administrator programming feature. To select it, press 2 or the PASSWORD menu button. Then do the following: – The display shows CHANGE PASSWORD TO. Enter a password of up to eight digits, then press # . (Or, to erase the password and leave it blank, just press # .) – The display shows VERIFY PASSWORD.
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Inter-Tel® Axxess® Administrator • Administrator Procedures Guide — Issue 11.0, May 2008 Station Extensions: This option allows you to assign new extension numbers to stations. To select it, press 4 or the STN EXTENSION menu button. If programming a station: – Press 1 or CHANGE EXT. The display shows ENTER STATION EXTENSION. Enter the extension number of the station to be programmed using one of the following methods. (If you enter an invalid extension number, you hear reorder tones and must try again.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 If swapping stations: – Press 2 or SWAP EXTS. The display shows ENTER STATION EXTENSION. Enter the first extension number to be swapped using one of the following methods. (If you enter an invalid extension number, you hear reorder tones and must try again.) Enter a complete number: Enter the extension number using your dialpad. When a valid number is entered, the circuit information is displayed.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Figure 2.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Trunk Programming The trunk information that can be programmed by an Administrator station includes the following: Individual trunks: • Answer Supervision type: Answer Supervision determines whether the system should consider a call valid when it receives polarity reversal from the central office or wait for the Valid Call timer to expire.
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Inter-Tel® Axxess® Administrator • Administrator Procedures Guide — Issue 11.0, May 2008 Busy trunk: This feature allows you to temporarily remove a trunk from service. While the trunk is out of service, it cannot be used for placing outgoing calls. However, incoming calls on analog trunks will ring in and can be answered. Incoming calls on ISDN trunks cannot be answered. The trunk will remain out of service until the Trunk Busy Out timer expires or you place the trunk back in service.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 5. To Program an Individual Trunk: Press 1 or the INDIVIDUAL TRUNK menu button. Then program trunk options as follows: • The display shows ENTER TRUNK EXTENSION. Enter the extension number of the trunk to be programmed using one of the methods described on page 31. • The display shows INDIVIDUAL TRUNK OPTION. Enter one of the following options.
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Inter-Tel® Axxess® Administrator 6. To Program A Trunk Group: Press program the trunk group, as follows: or the TRUNK GROUP menu button. Then • The display shows ENTER TRUNK GRP EXTENSION. Enter the extension number of the trunk group to be programmed using one of the methods described on page 31. • The display shows ENTER TRUNK GROUP OPTION. Select one of the following options. To view the last three options on a display endpoint, press the arrow (<< or >>) menu button at the bottom of the display.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 For U.S.
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Inter-Tel® Axxess® Administrator 8. Administrator Procedures Guide — Issue 11.0, May 2008 If a system reset is required, the display shows ENTER SYS RESET OPTION. Do one of the following: • Delayed Reset: Press 1 or the DELAYED menu button to delay the reset. The display shows DELAYED RESET SCHEDULED. The system will be reset at the pre-programmed time. • Immediate Reset: Press now. 2 or the IMMEDIATE menu button to reset the system NOTE: A system reset will drop all calls in progress.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Figure 3.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Figure 3.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 PROGRAMMING SYSTEM SPEED DIAL NUMBERS System speed-dial numbers and names can be programmed by the installer or at any Administrator station. The system speed-dial numbers can contain up to 48 digits each and can include hookflashes/recalls and/or pauses for dialing a series of numbers. For example, the speed-dial number can contain an SCC local number, a pause, an access code, and the telephone number.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 4. When the display shows ENTER NUMBER, enter the number (up to 48 digits) to be stored using the dialpad, one of the speed-dial buttons, or the REDIAL button. If necessary, use the MUTE button to back up and erase existing numbers. (Display endpoints show the number as it is entered.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 PROGRAMMING AND USING DSS/BLF BUTTONS Direct Station Selection/Busy Lamp Field (DSS/BLF) buttons (located on a DSS/BLF unit, Mini-DSS unit, or an Inter-Tel endpoint) provide one-button access to extension numbers. If the button is equipped with a lamp, you can visually monitor the status of the associated extension. DSS/BLF buttons are not available on single-line sets.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 To place an intercom call using a DSS/BLF button: 1. To use the handset: Lift the handset. The display shows ENTER EXTENSION NUMBER. To use the speakerphone: While on-hook, press the Speaker button or Speaker button lights. The display shows ENTER EXTENSION NUMBER. IC . The 2. If you want to place a private (non-handsfree) call to an Inter-Tel endpoint, press the pound ( # ) button.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 MANAGING SYSTEM AND NETWORK ALARMS To allow one Administrator to monitor multiple nodes, the system provides both system alarms and network-wide alarms. System Alarms The system’s Alarm Reporting feature detects equipment failures. If there is a system failure that affects service, a major alarm is displayed at all affected endpoints.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Table 7. Alarms and Suggested Responses ALARM DISPLAY SYS ALARM #10 xXXXX OFF HOOK DESCRIPTION AND ACTION REQUIRED A station has remained off-hook and inactive past the expiration of the Inactivity Alarm timer. The display and the SMDR indicate which station is off-hook. The lamps in the button for that station on DSS/BLF units and on the speed-dial buttons of other stations flutter continuously.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 7. Alarms and Suggested Responses (Continued) ALARM DISPLAY SYS ALARM #21 V-MAIL 80% FULL DESCRIPTION AND ACTION REQUIRED The Voice Mail disk space is 80% of full. If it reaches 100%, Voice Mail cannot accept any messages until disk space is made available. Contact service personnel. SYS ALARM #22 V-MAIL 100% FULL 100% of the Voice Mail disk space is in use.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Clearing Alarms An Administrator can clear a network-wide alarm on the local node only or on every node in the network. To clear an alarm, you can use either the Administrator feature codes or the menu buttons on your endpoint. To use the feature codes to clear alarms: Enter the appropriate feature code to clear the alarm.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Alarm Queue Software versions 8.2 and later support the Alarm Queue feature. This feature prioritizes system and network alarms based on severity and allows System Administrators to view and handle critical alarms before addressing minor alarms. You can then clear the individual alarm, or clear all the alarms in the queue (up to 30). When clearing alarms individually, the alarms are displayed in order of severity.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Currently, the queue holds up to 30 alarms, with priority, 1 (high) to 4 (low), given to those listed in the table below. Table 9.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Networked systems containing nodes that are running version 8.1 or earlier require special attention because not all nodes will have an alarm queue. In networks such as this, a broadcast message is sent only when the most recent network alarm is cleared. When the message is sent, that network alarm is cleared on all nodes in the system. Once the alarm is cleared, any pre-8.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 RESETTING THE CALL PROCESSING CARD MODEM CAUTION Do not reset the modem if it is connected to a Database Programming session. If you do, the programming session is dropped, potentially corrupting the database. For this reason, Inter-Tel recommends that you assign the modem extension to a DSS/BLF button.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SEIZING A DEVICE For troubleshooting purposes, the Seize Device feature code allows an Administrator to enable diagnostics mode and then seize a specific trunk or extension by entering the board, circuit, and device number. The Seize Device is affected by trunk restriction. The Administrator’s station must have outgoing access permission for the trunk to seize it.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 FREEZING/UNFREEZING THE SYSTEM HISTORY When certain system failures occur, service personnel might request a “system history freeze.” This allows them access to the system database so that they can analyze system activity for the time period preceding the alarm. To freeze or unfreeze system history: NOTE: Do not perform this procedure unless directed to do so by service personnel. 1.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 VOICE MAIL ADMINISTRATOR PROCEDURES If your endpoint has been programmed as the voice mail administrator, you can use special features that are not provided to other voice mailbox owners.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Once you have initialized your mailbox, you can access it and the administrator’s menu as indicted below. To access the voice mail administrator’s mailbox and menu: 1. Dial the voice mail access number. 2. Say “Login” or press to identify yourself as a subscriber. 3. Say or enter the voice mail administrator’s mailbox number. 4. Enter the password and then press 5.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 MAINTAINING MAILBOXES AND GROUP LISTS Using the voice mail administrator’s mailbox, you may provide basic voice mailbox and group list maintenance. You do not need to know the password of a particular mailbox to perform maintenance on it.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 • Remote Messaging: Remote Messaging is available for voice mail messages only and is enabled in database programming on a per-mailbox basis. Using remote messaging, you can program voice mail to call the mailbox owner when he or she receives new messages. Using a “cascade” (a series of up to nine telephone numbers), voice mail calls each number until it successfully connects to a device (e.g.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 5. If you selected the system greeting option, continue to the next step. If you selected the primary or alternate greeting option, record the greeting when prompted, then press # . If the mailbox already has a primary or alternate greeting, it is played when you select primary or alternate. You can then do one of the following: 6. • Say “Accept” or press # to accept the greeting.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 To change and save a message envelope: 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Mailbox Maintenance” or press option. 3. Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options menu. 4. Say “Envelope” or press 5. Select the media type you would like to change: 6. 7.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To set up remote messaging (if enabled in database programming): 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Mailbox Maintenance” or press option. 3. Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options menu. 4. Say “Remote” or press 5. 5 to access the Mailbox/Group List Maintenance .
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 To change the transfer method (if enabled in database programming): 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Mailbox Maintenance” or press option. 3. Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options menu. 4. Say “More” or press 5. Say “Transfer” or press 5 . The system tells you what the current transfer method is.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To change the message search order: 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Mailbox Maintenance” or press option. 3. Say or enter the mailbox or extension ID to be accessed. You hear the Personal Options menu. 4. Say “More” or press 9 for More Options. 5. Say “Order” or press 2 for the Message Search Order. 6. Select one of the following options: 7. 8.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Group Lists A group list is a collection of mailboxes that is programmed in database programming. Subscribers can use group lists to send messages to several mailboxes simultaneously. With the voice mail administrator mailbox, you can record a name for the group lists in the system. You will need to obtain the number assigned to each group list before you can record a group list name.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 IMPORTING FAX DOCUMENTS If your voice mail system has fax enabled, you can use the voice mail administrator’s mailbox to import fax documents. Imported documents can then be requested by callers who use a Call Routing Announcement application programmed to provide the Fax-On-Demand service.
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Inter-Tel® Axxess® Administrator 5. Administrator Procedures Guide — Issue 11.0, May 2008 When prompted, press the Start button on the fax machine. One of the following may occur: If the system cannot communicate with your fax machine, check that it is working properly and say “Continue” or press # to try again. Return to step 4.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To make or change a custom audiotex recording: 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Options” or press 3 for recording options. 3. Say “Custom” or press 1 to make a recording. 4. When prompted, say or enter the desired recording number. 5. If no recording exists, go to the next step. If a standard (non-ASR) recording already exists, it is played.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 To assign custom audiotex recordings to specific application extension numbers: 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Options” or press 3. Say “Select” or press 4. When prompted, say or enter the extension number of the application to be programmed. (For example, if users dial 2000 to reach voice mail, enter 2000 to assign the voice mail greeting.) 5.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To record custom system prompts (or restore system prompts): 1. Access the voice mail administrator’s mailbox and menu (see page 53). 2. Say “Replacement” or press to select the System Prompt Replacement option. 3. Say or enter the desired prompt number (see the Voice Processing Prompts section, starting on page 323, for the appropriate voice prompts for your system).
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 ADMINISTRATOR PROGRAMMING PLANNING SHEETS The following program planning sheets are designed to help you plan your site’s system and voice mail programming. CUSTOM AUDIOTEX RECORDINGS If you customize Audiotex recordings (see page 63 for instructions), use the table below to make note of the text.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 STATION PROGRAMMING Administrator Database Programming Password: ___________________________ Station Information For each station to be programmed, record the following information.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.
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Administrator Procedures Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator Administrator Procedures Guide — Issue 11.0, May 2008 Individual Trunk Programming Record the following information for each trunk to be programmed. Answer Supervision Type: Polarity Reversal or Valid Call or Valid Call with Polarity Reversal Caller ID? Yes or No Hybrid Balance: Normal or Short Signaling: DTMF or Dial Pulse Trunk Group Number: Busy Trunk: On or Off Trunk Group Programming Record the following information for each trunk group to be programmed.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 System Hardware CONTENTS PAGE Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Station Instruments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Inter-Tel Endpoints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CONTENTS PAGE IP and SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 IP and SIP Endpoint Identification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Automated Boot Code Update . . . . . . . . . .
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 INTRODUCTION Each Inter-Tel Axxess hardware cabinet houses a power supply unit and up to seven circuit cards. Together, the circuit cards perform the switching activities for the system, detect incoming calls, process data-controlled features, and control the interaction of station instruments, trunks, intercom calls, and voice processing system applications.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 System software will support any configuration of station instruments with the limitation that there must be a minimum of one Keyset Card. The actual configuration is defined by the type of cards and the number of circuits in use on the system. The following list explains the function of the various Keyset Cards.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Display and Non-display Digital Endpoints The following display and non-display digital endpoints have a built-in speaker and microphone that allow the user to answer intercom calls handsfree, dial while on-hook, monitor calls, and listen to background music.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Every Analog, IDS, and Wave endpoint has a built-in, integrated speakerphone that allows the user to dial while on-hook and allows handsfree operation on outside calls and inside (intercom) calls. In addition, the speaker may provide background music (if an external music source is installed) and is used to receive pages.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 Figure 4. Model 8560/8660 Endpoint Displays LCD WITH SIX 16-CHARACTER LINES 8 LCD MENU SELECTION KEYS Figure 5.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Two-Line LCD The Model 8520, Standard, and Associate Display endpoints have a two-line Liquid Crystal Display that supports 16-characters per line. When the endpoint is not in use, the LCD shows the station extension number, username, time of day, and date.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 Keymaps A keymap group determines the layout of the buttons (or keys) for all the stations assigned to that group. If any of the buttons in the keymap group are user-programmable or undefined, they can be changed by the station user. There can be up to 250 different endpoint keymap groups. Each node contains its own keymap programming. (There are also 20 maps for DSS/ BLF Units.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Page 84 • DSS/BLF Button: A DSS/BLF button will dial the associated extension number when pressed. If assigned to a button with a lamp, it will also show the status of the associated station, as described for DSS/BLF Units on page 40. DSS/BLF buttons cannot be changed by the station user. • Feature Button: These are programmed with feature codes.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 • Trunk Group Button: These buttons are associated with specific trunk group access codes and are used for placing outgoing calls on trunks in the selected trunk group. If assigned to a button with a lamp, the lamp will be lit if all trunks in the trunk group are in use. • Undefined Button: Any button can be left undefined if it will not be needed. It can be programmed, like a user-programmable button, as described above.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Default Inter-Tel Endpoint Feature Buttons When the system is in the default state, all endpoints are in the same keymap group and have the following feature buttons. Feature code descriptions start on page 117. (The Special button is represented by buttons with ∞ on the Inter-Tel endpoint.) Table 10. Default Feature Buttons BUTTON FUNCTION CALL BUTTONS 1-4 Selects an outgoing trunk, if idle, or answers a call on the button.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 Secondary Extension Appearances The Secondary Extension Appearances feature allows calls ringing or on individual hold at one “primary” station to appear on a “secondary extension button” at another station. For example, a secretary or assistant can have a secondary extension button for a supervisor’s station, or one station can have several secondary extension buttons, each associated with a different primary station.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Normally, the secondary extension button will not show intercom calls. However, if the primary station does not have an IC button, intercom calls will appear under a Call button and, therefore, will appear on the secondary extension button. If the primary station is a single-line set, all calls will appear on the secondary extension button.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 Table 12. Digital Endpoint LED Flash Rates STEADY 0 IPM DATA Intercom call is in progress. (Green LED*) Recalling intercom call is camped on. (Green LED*) Conference is in progress. (Green LED*) Conference is recalling your station. (Green LED*) FAST 240 IPM FLUTTER 60/960 IPM Ring signal is being sent to the data device. (Red LED) Data call is in progress and accessible.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Red and Green LEDs Inter-Tel Model 8560/8520, or Model 8560, Model 8520, Model 8500 Executive Display, Professional Display, Standard Display, Associate Display, and Basic Digital endpoints have red and green LEDs in the button lamps. When both colors are used, a green lamp generally indicates that the call is active, ringing, or holding at your station (see below for a possible exception for direct ring-in calls).
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 To disconnect the headset from a Model 8560 or 8520: 1. Unplug the headset cord from the back of the endpoint. 2. While on-hook, enter the Headset Off feature code (316) or the Headset On/Off feature code (317). The display shows HEADSET MODE OFF. To disconnect the headset from all other Inter-Tel Endpoints: 1. Unplug the headset cord from the base of the endpoint. 2.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To change the bit rate of your PCDPM: 1. While on-hook, enter the Program Bit Rate feature code (393). If the port is not configured for a DSS/BLF unit, the display shows ENTER BIT RATE. (If it is configured for DSS/BLF, the display shows CANNOT PROGRAM BIT RATE.) 2. Enter a valid rate (300, 600, 1200, 2400, or 4800). Model 8560 and Executive Display users can press the appropriate menu button in the display.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 The endpoint user can place or receive a data call using the endpoint and then transfer it to the data device. It can be an intercom or outside call and the endpoint can be on- or off-hook. The call is placed to or received from another modem-equipped data device.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 If an extension number is dialed and that station is in Do-Not-Disturb, the user will hear DoNot-Disturb tone through the data device’s speaker (if it has one). Whenever continuous busy, reorder, or Do-Not-Disturb tone is sent by the system, the Inactivity Alarm timer is registered. The DATA button is lit while the tones are present.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 Termination of a data call may be accomplished in one of three ways: • Your data device can hang up. This causes the trunk or intercom channel to be released, terminating the call to the other data device. • The other data device may hang up. When the call is disconnected, the DATA button is unlit.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 There can be as many Desktop Interface devices on the system as there are Model 8560, Model 8520, Executive Display, Professional Display, Standard Display, and Associate Display endpoint circuits. The only limitation is on Desktop Interface devices that require DSS/BLF status updates (such as operators’ consoles). The system can support up to 20 DSS/BLF status requests from external devices at one time.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 SINGLE-LINE SETS Industry-standard, single-line DTMF sets can be installed on the system and/or used as an offpremises extension (OPX). On-premises single-line circuits can be used for installing AC-ringing single-line sets, playback devices, and other single-line devices. The single-line sets are connected to Single Line Cards (SLCs) or 16-Port Single Line Cards (SLC-16s).
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Single-Line Ring Zones and Extended Ring Cadences In some installations, where more than one single-line device is connected in series to an SLC or SLC-16 circuit, zoned ringing may be necessary. The system can support devices with up to 3 Ringer Equivalences (REs) per circuit. However, the system can only ring 8 REs per board.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 Off-Premises Extensions (OPX) Off-premises extensions are remote single-line DTMF sets that are connected to the Inter-Tel system through telephone company OPX circuits (or customer-provided circuits). Off-premises station users gain access to the features by performing a hookflash/recall (pressing and releasing the hookswitch quickly) and entering feature codes.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 MINI-DSS UNITS Version 7.0 and later software supports a Mini-DSS that has 16 user-programmable buttons. This unit attaches directly to either the Model 8520, 8560 or 8660 endpoint and does not require a PCDPM or AC transformer. Like the DSS/BLF Unit, these buttons contain lamps that light or flash depending on the status of a station or the button’s programming. For details about the lamps, see the previous section.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 IP and SIP Endpoint Identification At first glance, IP and SIP hard endpoints look nearly identical to digital endpoints. Additional ports on the back of the endpoint, used for LAN and power connections, identify an endpoint as an IP or SIP endpoint. IP and SIP endpoints operate like digital endpoints installed on the system except for the limitations listed on page 101.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 • They do not support Desktop Open Architecture Interface (OAI) applications. • While using peer-to-peer (P2P) audio, SIP and IP devices do not support the Agent Help, Record-A-Call, and Station Monitor features. Installation and Configuration To install and configure IP and SIP devices, you must know the required network settings and be familiar with the associated hardware and software.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 MGCP Gateway and Endpoints The system also supports IP-based solutions for providing local Public Switched Telephone Network (PSTN) connectivity using the IPRC and a third-party Media Gateway Control Protocol (MGCP) device. For information about currently supported MGCP devices, contact your local authorized Inter-Tel dealer.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Peer-to-Peer Audio for IP and SIP Devices The P2P audio feature, available in software v8.1 and later, allows certain IP and SIP devices to transmit and receive audio directly with each other rather than through the system cabinet. The P2P feature reduces delay and packet loss for IP and SIP devices.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 ITP and SIP Supported Features Users can access most features by entering a feature code using the endpoint’s dialpad buttons. The following table shows the station features (and default feature codes) that are supported for multi-protocol endpoints operating in ITP mode and SIP mode. Support for some features varies by device. For a complete list of supported features refer to the appropriate user guide.
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 14.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 IP and SIP Feature Exceptions Some devices cannot fully support certain features due to hardware or software restrictions. These exceptions are listed below by device.
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Inter-Tel® Axxess® Administrator System Hardware Guide — Issue 11.0, May 2008 OPTIONAL SYSTEM EQUIPMENT The following optional equipment can be purchased and installed with an Inter-Tel system. Complete specifications and installation instructions are provided in the Inter-Tel Axxess Installation and Maintenance Manual (part number 550.8000).
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System Hardware Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Playback devices: A playback device (answering machine) can be used in place of the voice processing system interface to help process calls. The device answers a call, plays a message, then disconnects from the call (or transfers it to a hunt group) to allow the caller access to other system resources.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 System Features CONTENTS PAGE Access to the Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Special Button and Hookflash/Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 Message Lamp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CONTENTS PAGE Operational Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 Maintenance of Node-Spanning Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 Enabling the Send Camp-On Notifications to Members in DND Flag . . . . . . . . . . . . . . . . 152 Programming a DSS/BLF for Agent Wrap-Up . . . . . . . . . . . . . . . . . . . . . . . . .
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 CONTENTS PAGE Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Programming for Private Intercom Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Handsfree Enable/Disable . . . .
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CONTENTS PAGE Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Transferring Conference Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 CONTENTS PAGE Intercom, Speed Dial, and Feature Code Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251 Intelligent Directory Search (IDS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253 Dialpad Buttons for Display Endpoints (except for the 8602 IP Softphone) . . . . . . . . . . . 254 Dialpad Buttons for the 8602 IP Softphone. . . . . . . . . . . . . . . . .
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 ACCESS TO THE FEATURES Inter-Tel endpoints have feature buttons that allow one-button dialing of feature codes. Information is programmed in the database to determine the arrangement of the feature buttons and their default values. If desired, some of the endpoint feature buttons can be designated as userprogrammable buttons. See page 175 for more information.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 FEATURE CODES Each of the station features is assigned a feature code. Using the station’s dialpad, these codes are entered to select trunks, process calls, and use special features. Complete explanations of the features and instructions for using them begin on the next page. The codes shown on the following pages are the values that are assigned when the system is in the default state.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Station Feature Codes The following pages list the general feature codes. When a default feature button can be used in place of the feature code, it is indicated at the end of the explanation. Refer to page 86 for a listing of the default endpoint feature buttons. Table 17.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Table 17. Station Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE DEFINITION (CONTINUED) Background Music On/Off 313 (Inter-Tel endpoints Only) Turns on and off background music heard through the endpoint speaker. (Analog endpoints have a default MUSIC button.) Barge-In 386 Allows the supervisor to barge-in on a call to help the hunt group member/agent.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 17. Station Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE DEFINITION (CONTINUED) Display Outside Party Name On/ Off 379 (Display endpoints Only) When the endpoint user enters this feature code, while connected to a CO call that has outside party name information, the display will toggle between the caller’s name and number.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Table 17. Station Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE DEFINITION (CONTINUED) Hold – System 335 Places an outside call on system hold. It can be picked up directly at any endpoint that has an individual trunk button and has allowed-answer and/or outgoing access for that trunk, or by the station that placed it on hold. (If used on conference or intercom calls, the system places the call on individual hold.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 17. Station Feature Codes (Continued) FEATURE NAME (CONTINUED) Program Station Password CODE DEFINITION (CONTINUED) 392 The Station password is used for the Remote Programming feature. The password can be changed by entering the Program Station Password feature code at the station or when using the Remote Programming feature. 6 Requests (or cancels) an automatic callback when a busy trunk or station becomes available.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Table 17. Station Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE DEFINITION (CONTINUED) Station Speed Dial Station Speed Dial Programming 382 383 Dials/programs one of the 10 station speed-dial numbers when followed by a location code (0-9). (Inter-Tel endpoints use the Station Speed Dial button plus a location code for programming and dialing, or they can program speed-dial buttons for one-button dialing.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Administrator Feature Codes The following feature codes may be used only at designated administrator stations. Nonadministrator station users hear reorder tones if they attempt to use these feature codes. Table 18. Administrator Feature Codes FEATURE NAME CODE (U.S./ EUROPE) DEFINITION Clear Network Alarm 9851 Clears network-wide alarms on every node in the network, but will not affect system alarms.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Table 18. Administrator Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE (U.S./ EUROPE) DEFINITION (CONTINUED) Set Time/Date 9800 Programs system time and date. Synchronize Network Time 9811 Synchronizes the minutes past the hour across the network. NOTE: If a node's time is off by more than 30 minutes, synchronizing the minutes may cause the hour to change.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 19. Diagnostics Feature Codes (Continued) FEATURE NAME (CONTINUED) Diagnostic - Dump Node Information CODE (U.S./ EUROPE) 9936/9136 DEFINITION (CONTINUED) The user can easily dump node information to Message Print using a single feature code. Pressing the Dump Node Information feature code dumps specified node information to Message Print for diagnostic purpose.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Table 19. Diagnostics Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE (U.S./ EUROPE) Diagnostic - Minor Reset 9964/9164 This is used by Inter-Tel software developers and cannot be used in Beta or Production software.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 19. Diagnostics Feature Codes (Continued) FEATURE NAME (CONTINUED) CODE (U.S./ EUROPE) DEFINITION (CONTINUED) Program Database 9932/9132 Can be used for programming station, system, and trunk parameters. Seize Device 9973/9173 Used during troubleshooting to seize a specific trunk or station by indicating the board number, port number, and device number.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 ATTENDANT STATIONS Attendant stations can be called by dialing 0 at the stations they serve. Usually, they are also programmed to provide these services: • Central operators for incoming calls • Message centers • Recall stations for unanswered calls Any station can be designated as an Attendant station during database programming. Attendant stations should be equipped with display endpoints to show recall sources.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 ONE-ATTENDANT OR MULTIPLE-ATTENDANT OPERATION Each node can be set up with one Attendant or several Attendants, as follows: • One Attendant: One Attendant provides all of the Attendant services listed on the previous page. All trunks (except private trunks) are usually programmed to ring in at this Attendant’s station. • Multiple Attendants: Any or all stations can be programmed as Attendants.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 When a recall rings at the Attendant’s station, a Call or individual trunk button flashes at the medium rate. If the Attendant has calls forwarded, recalls from stations follow internal call forward requests. Recalls do not forward to outside telephone numbers, but recall the Attendant’s station until they are answered or the Abandoned Call timer expires.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 HUNT GROUPS The Hunt Group feature permits calls to be placed to a group of stations and to be automatically transferred to an available station within the group. Up to 75 hunt groups can be programmed in the database. Hunt group lists can contain individual stations and/or extension lists. Non-ACD hunt group stations must reside on the same node; off-node devices must be ACD hunt group members.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 HUNT GROUP CALL PROCESSING Hunt group stations receive the following indications when a call is ringing in: • If an outside call is ringing, the station designated to receive the call first shows ring flash on the associated individual trunk button (if it has one) or a Call button until the call is answered or the No Answer Advance timer expires and the call moves to the next station.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 HUNT GROUPS AND CALL FORWARDING Hunt group programming affects the Call Forwarding feature in the following ways: • Hunt group calls follow unconditional forward: If a station in a hunt group is in the unconditional call forward mode to another station, calls to the hunt group will follow the station forwarding request. A forwarded hunt group call will ring at the forwarding destination until the No Answer Advance timer expires.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 HUNT GROUP REMOVE/REPLACE AND DO-NOT-DISTURB Hunt group members can temporarily stop hunt group calls from ringing at their stations by entering the Hunt Group Remove feature code as described below. (If a station is assigned to more than one hunt group, this halts calls from all hunt groups. Hunt group assignments cannot be removed individually.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 UCD HUNT GROUPS NOTE: The Uniform Call Distribution Hunt Groups premium feature license is required to use UCD features. Uniform Call Distribution (UCD) hunt groups provide additional features to improve hunt group efficiency. The features added when UCD is enabled are as follows: • Announcement and overflow stations pick up unanswered calls when the hunt group stations are busy.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Announcement Stations: When a call rings in or is transferred to a hunt group, the Announcement and Recall timers are started. The incoming call circulates through the hunt group until it is answered or the Announcement timer expires. When this timer expires, the unanswered call is picked up by the designated announcement station which is a playback device that answers the call and plays a message.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Voice Processing System Applications as Announcement/Overflow Stations When a voice processing system application is used as an announcement or overflow station, calls to the application automatically stop circulating through the hunt group if the caller selects a valid digit translation option (such as pressing a digit to select an extension from a Call Routing Announcement menu), and the call is transferred.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Station Monitor Feature for Supervisors The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a specified hunt group. It can be useful in training or in evaluating the performance of hunt group members. NOTE: As a courtesy, hunt group members should be notified in advance that their calls may be monitored.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Supervisor Barge-In In previous system versions, the Station Monitor feature allowed hunt group supervisors to monitor the calls of anyone in a specified hunt group. The supervisor entered the Station Monitor feature code (default is 321) to connect to the call and hear both parties, without being heard by either one. With v9.0 or later systems, the Barge-In feature adds new functionality to the existing Station Monitor feature.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 To monitor a call: 1. To use the speakerphone: While on-hook, enter the Station Monitor feature code (default is 321). After hear a confirmation tone, the Speaker button lights. The display shows ENTER EXT TO MONITOR. To use the handset: Lift the handset and enter the Station Monitoring feature code (default is 321). After a confirmation tone, ENTER EXT TO MONITOR is displayed. 2. 3.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To steal a call: press the STEAL menu button Supervisor Display or enter the Steal feature code (default is 387). CALL STOLEN On display endpoints, the display shows CALL FROM EXT 12345 STOLEN FROM . The hunt group member display shows CALL STOHunt Group Member Display LEN BY . When the CALL STOLEN supervisor steals a call, it becomes a regular BY EXT 12345 call.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 ACD HUNT GROUPS NOTE: The Automatic Call Distribution Hunt Groups premium feature license is required to use ACD hunt group features. Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equalize call time or call count among the available members.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call Count distribution, it will treat each station in the extension list as a separate agent; it will not ring all of the stations on the list at the same time. If the hunt group is set for linear or distributed order, a call will ring all stations on an extension list at the same time when the call reaches that point in the hunt group list.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 ACD Agent Login/Logout ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent will receive calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group will bypass the station.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To log in to one or more hunt groups using the ACD agent login feature code: 1. While on- or off-hook (single-line users must lift the handset), enter the ACD Agent Login feature code (326). The display shows AGENT LOGIN ACD NUMBER. 2. Enter the pilot number of the desired ACD hunt group. (Or, you can press to several ACD hunt groups at once.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Restart ACD Idle Time Upon Login Flag The Restart ACD Idle Time Upon Login flag determines where an agent is placed in a longest idle queue when he or she logs back in to a hunt group. When enabled, the agent’s idle time is reset to zero whenever he or she logs in (i.e., that agent will be least likely to receive the next distributed call).
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Group Call Pick-Up When the Group Call Pick-Up feature is enabled, a call ringing in to a hunt group or one of its stations can be picked up at any other station. Users can enter the Reverse Transfer feature code (4) and dial a hunt group’s pilot number to pick up a call that is ringing in to the hunt group’s pilot number or to any station within that hunt group.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 ACD HUNT GROUPS SPAN NODES There is a premium feature license called Remote Automatic Call Distribution Hunt Groups. It allows ACD hunt groups to span nodes. Node-spanning ACD hunt groups can have either members or ACD Agent IDs. • Members: ACD hunt group members may include off-node endpoints, off-node single lines, and Hunt Group Member extension lists. • ACD Agent IDs: Unlike members, there are no off-node Agent IDs.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Database Programming ACD hunt groups have options allowing the addition of endpoint off-node devices, single-line off-node devices, and hunt group member extension lists containing local or off-node stations or both. If the Remote Call Distribution Hunt Groups premium feature is not included in the node’s software license, the off-node options will not appear in the list when programming members for ACD hunt groups.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Maintenance of Node-Spanning Hunt Groups Deletion of ACD Agents is different in version 5.3 or later because agents must be defined globally. In previous versions, deletion of an agent resulted in removal of the agent from any hunt groups in which the agent was a member and also logged the agent out.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 ENABLING THE SEND CAMP-ON NOTIFICATIONS TO MEMBERS IN DND FLAG The Send Camp-On Notifications to Members in DND flag is located under System\Devices and Feature Codes\Hunt Groups\Local\. This flag indicates whether or not camp-on burst tones are sent to hunt group members that are in DND or that are logged out.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 TRUNK FEATURES This section explains the trunk functions and programmable features. CAUTION While this system is designed to be reasonably secure against CO trunk misuse by outside callers, there is no implied warranty that it is not vulnerable to unauthorized intrusions and toll fraud.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTER-TEL ENDPOINT DISPLAYS Whether call information appears on the Inter-Tel endpoint display and what information appears, is determined by station flags in the database. The flags are: • Expanded CO Call Information On Displays: This station flag determines whether call information (trunk name or call information) is displayed at the endpoint.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Display Line 1 The following criteria are used to display the name on the top line of the ring-in display. This assumes that all of the necessary station flags are properly set and usernames are correctly filled in or left blank (at the programmer’s discretion) for Call Routing Tables and Trunk Group Names. 1. Outside Party Name provided by the Desktop Application, if available. 2.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SINGLE-LINE SET DISPLAYS System software V8.1 and later supports the transmission of Caller ID to single-line sets. This feature uses the calling party information that the system cabinet receives from the central office (CO). Once programmed, on-hook single-line sets display the calling party’s telephone number after the first ring when they receive an incoming CO call.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 ANSWER FEATURE CODE For calls that are ringing or holding at the station, the user may enter the Answer feature code (351) or press the ANSWER button. When more than one call is ringing or holding, the following priority list determines which call is answered first: • Ringing calls (ring ins, recalls, callbacks, or transfers) are answered in the order they were received.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 — The pre-programmed dial rules are: For U.S. systems: Dial Rule #1 – Echo Equal Access: This non-programmable dial rule includes the equal access digits (10XXX or 101XXXX) in the number, if dialed. Dial Rule #2 – Echo Toll Field: The toll field (1, 0, 01, or 011) is included in the number, if dialed. This dial rule is non-programmable.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 When ARS is selected, the user dials the number (including the area code, if needed), and the system does the following: 1. Checks the dialed number and matches the dialing pattern to a route group: The system checks the route groups in numerical order and selects the first group that applies to the dialing pattern of the number that was dialed.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 When ARS is used, the station user hears dial tone when the feature code is entered (manually or automatically using a Call button, the ARS button, or the OUTGOING button). The user then dials the number and hears silence until the trunk is seized and dialing is completed. (The user will not hear the digits being dialed.) The call appears under an available Call button or trunk button.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 TOLL RESTRICTION The following features provide toll restriction on the system. (They are described in further detail in this section.) • Toll Restriction Trunk Group Toll Restriction: Each trunk group can be designated as “subject to toll restriction” or “not subject to toll restriction” in Database Programming.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CLASS OF SERVICE (COS) Each station and each trunk group that is “subject to toll restriction” is assigned toll restriction classes of service (COS) that restrict or allow certain dialing patterns on outside calls. The classes of service (COS) are programmed individually for stations, voice processing system applications, and trunk groups. There are separate COS designations for day and night modes.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Table 23. Class of Service Default Values for U.S. Systems (Continued) COS NAME RESTRICTION 04 Deny Toll Access Calls to numbers containing a toll string (defaults to 1) are restricted. 05 Deny International Calls to international numbers are restricted. 06 Deny Equal Access Calls that begin with equal access digits (10XXX or 101XXXX) are restricted. 07 Deny Local Calls Calls to local numbers are restricted.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 24. Class of Service Default Values for European Systems (Continued) COS Page 164 NAME RESTRICTION 05 Deny Local Calls Calls to numbers that match the dial patterns for this class of service (defaults to N+) are restricted, unless the number also matches a dial pattern in an “allowed” class of service that is assigned to the station, Voice Processing application, or trunk group being used.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 EMERGENCY CALL FEATURE NOTICE It shall be the responsibility of the entity or person(s) completing installation and maintenance of hardware or software described herein to research, comply with and be responsible for the specific governmental rules and regulations regarding Emergency Outgoing Access (911/999) of the geographic location in which such functions are performed.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 • If the user accesses ARS and dials any Emergency Number (1-10): a. The call is routed to Route Group 1. b. The call tries the first facility group in Route Group 1. c. The trunk group or node trunk group validates the station originating the emergency call against the group’s Emergency Day/Night Outgoing Access List. d. If the call is denied, the call tries the next member in the facility group.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Ten Emergency Numbers The system can store up to ten emergency numbers that are dialed when the Emergency Call feature is used. When the Emergency Call feature code (defaults to 911/999) is dialed at intercom dial tone, the Emergency Call feature will select a trunk (defaults to Trunk Group 1) and then automatically dial Emergency Number 1.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Calling Party Number Field Each station can be programmed to send an identifying number when a call is placed. The “Calling Party Number field is located in Devices and Feature Codes - Stations - Individual Station programming. This information is required for emergency 911/999 calls in some states. You can program any number up to 48 digits in the Calling Party Number field.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 The following diagram illustrates a remote site with an MGCP/SIP gateway. Figure 6. Example of a Remote Site without an MGCP/SIP Gateway Application IPRC 911 Operator Caller dials 911 In Phoenix, AZ PSTN IP NETWORK IP Endpoint Axxess System Caller ID Display: 480-961-9000 Located in Phoenix, AZ 480-961-9000 Remote Site Located in Orange, CA 714-283-1600 Figure 7.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 DAY AND NIGHT MODES There are separate lists in the database for class-of-service, outgoing-access, allowed-answer, and ring-in assignments for day and night modes. When an administrator enters the Night Ring feature code, the system uses the night mode lists. When the system is in day mode, the day lists are used. (Active calls are not affected when the mode is changed.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 During database programming, the programmer can determine the number of times that a caller may unsuccessfully attempt to enter a security code and/or dial an extension number. If the user does not succeed within the determined number of attempts, the call will be disconnected (if the security code is invalid) or transferred to the primary Attendant (if the extension number is invalid).
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTER-TEL ENDPOINT FEATURES The following sections describe how to use Inter-Tel endpoint features. VOLUME CONTROLS On Inter-Tel endpoints, volume is controlled in the following ways: • On Models 8500, 8520, and 8560 endpoints, illustrations of speakers ( and ) represent higher and lower volume levels. Press the end of the button to lower the volume and the end of the button to raise the volume.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 • To change alerting tone (ring tone) volume on a digital endpoint: Adjust the volume while the endpoint is ringing or idle. OR, while on-hook, press both edges of the volume button to hear the currently programmed volume. Then adjust the volume. • To change alerting tone (ring tone) volume on an analog endpoint: Adjust the volume while the endpoint is ringing or idle.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SELECTABLE RING TONE The tone of the endpoint ring signals (all tones except call waiting) can be changed by the user to create distinctive ringing. If stations are placed close together, changing the tone makes each station’s ring easier to recognize. On all Inter-Tel endpoints, the tone is changed by entering a feature code and a code, as described below. There are ten ring tone options (0-9).
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 “DKTS ALTERNATE TRANSIENT DISPLAY TIMER” STATION FLAG AND TIMER As an alternative to (or in addition to) disabling the call transfer and message transient displays, as previously described, the programmer can use a combination of a station flag and a timer to control all of the station’s transient displays (not just the call transfer and message displays).
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To return the buttons to default values: While on- or off-hook, enter the Feature Key Default feature code (395). If off-hook, hang up. The display shows FEATURE KEYS DEFAULTED. To program a feature code in a user-programmable button or assign a primary station to a secondary extension button: 1. While on-hook, enter the Program Keys feature code (397). Display endpoints show PRESS THE KEY TO PROGRAM. 2. 3.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 STANDARD/ALTERNATE KEYMAP SWITCHING In Database Programming, each Inter-Tel endpoint is assigned a standard keymap and can also have an alternate keymap. The user can switch between the keymaps by entering a feature code. Having two keymaps provides the user with access to more features or trunks.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 AUTOMATIC CALL ACCESS This feature allows an Inter-Tel endpoint user to determine the way incoming calls are answered by entering a feature code to select the type of call access.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 MUSIC-ON-HOLD AND BACKGROUND MUSIC The Music-On-Hold feature not only makes waiting on hold as pleasant as possible, but it assures the holding party that the call is still connected. Inter-Tel endpoint users can choose to listen to background music by entering the Background Music feature code (313). The system can be equipped with one or more optional external music sources for the MusicOn-Hold feature.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 MULTILINGUAL CAPABILITY NOTE: The Multilingual Support premium software license is required. It is installer-programmable to prevent unintentional language changes by users in an all-English system. The system provides a choice between American English, British English, Spanish (Mexico City Spanish Dialect for VPU and EVMC, American Spanish Dialect for EM), and Japanese prompts and displays.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Secondary Language There is a field provided for each station in the system called “Secondary Language.” This field corresponds to the Change Language feature (301). In version 5.2 or later system, this feature toggles between the System Primary Language and the System Secondary language. In versions 5.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 DO-NOT-DISTURB AND REMINDER MESSAGES The system has default Do-Not-Disturb and reminder messages in both languages. The messages that use Japanese characters can be reprogrammed only through an administrator’s station (see page 24) or Database Programming.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 In the example above, the digit translations could be nodes that lead to various other American English-only or Japanese-only applications. Or, the first level can give more choices, such as English Voice Mail or Automated Attendant and Japanese Voice Mail and Automated Attendant. Either way, the individual applications or nodes can be programmed to play only one language or they can use the device’s language, as needed.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTERCOM CALLS CAUTION When the procedures tell you to hookflash/recall, quickly press and release the hookswitch. If you press the hookswitch to hang up, hold it down until the SL Hookflash Maximum timer expires (default value is 1.2 seconds); otherwise, the system recognizes it as a hookflash/ recall. The intercom can be used to place station-to-station calls that can be answered handsfree.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 STATION-TO-STATION CALLING Stations can make and receive intercom calls as described below. Receiving Intercom Calls To receive an intercom call on an Inter-Tel endpoint: If you hear a double tone and a call announcement (handsfree call), and the Speaker button is lit, respond handsfree or lift the handset. (Display endpoints show IC TO (username) to identify the source of the call.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Placing Intercom Calls When placing an intercom call, begin dialing before the Dial Initiation timer expires. If the timer expires, the system drops the connection and sends reorder tones. To place an intercom call: NOTE: In the procedure below, if you want to place a private (non-handsfree) call to an InterTel endpoint, press the pound ( 1. Page 186 ) button before dialing the extension number.
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Inter-Tel® Axxess® Administrator Placing Intercom Calls System Features Guide — Issue 11.0, May 2008 • If you dial an invalid number, you hear reorder tones. Display endpoints show INVALID NUMBER. If you do not have an assigned Attendant and you dialed 0, the display shows NO ATTENDANT PROGRAMMED. If you dialed a hunt group number with no assigned stations, the display shows NO MEMBERS IN HUNT GROUP. • If the called station is busy, the display shows (username) IS BUSY.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTERCOM CAMP ON AND QUEUE CALLBACK Camp-on and queue requests allow the caller to wait for an available resource. A station user waiting for a specific resource (a trunk or a station) will be served before a station user waiting for a group that contains that specific resource (trunk group or hunt group).
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Busy Station Queue Callback When a called station is busy or in Do-Not-Disturb, the caller can request a callback (queue) and hang up until the station is available. This can be done even if the call camps on. Each station can have only one active queue callback request at a time. The Queue Callback feature can also be used when calling a hunt group if all stations are unavailable.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CALL LOGGING The Call Logging feature allows digital/IP endpoints and IP softphone users to log the following calls on their endpoint: • Missed Calls • Received Calls • Dialed Calls The Call Logging feature shows the user who called them when they were away, which makes it easy to redial those callers. The maximum number of entries that can be stored in a call logs list is 20 entries.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 CALL LOGGING DISPLAYS ON A SIX-LINE DISPLAY ENDPOINT NOTE: At any menu level, you can press the asterisk ( previous menu, or press the pound/hash ( # ) button to cancel or return to the ) button to accept. The following are examples of the call logging displays on a six-line endpoint: • Idle Display. Six-line endpoints have an option on the idle menu to access the logs directly.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To delete the entry, press DELETE or 0 . The display will then show the next entry in the list or will go back to the main menu if the list is empty. To delete all entries, press DEL ALL or 4 . To place a call, press CALL NOW or the pound/hash ( • # ) button. The Missed Calls Menu.
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Inter-Tel® Axxess® Administrator • Call Log Display. When one of the call menu options (Missed=1, Received=2, or Dialed=3) is selected in the main menu, a display similar to the one below appears. If both the calling number and Caller ID name are available, the first line contains the number and as much of the name as possible. If neither the calling number nor Caller ID name is available, UNKNOWN CALLER is displayed.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 INTER-STATION MESSAGES Intercom callers may leave a message waiting indication if a called station is busy, if there is no answer, if the station is in Do-Not-Disturb, or when they are connected to or placed on hold by another station. Users are allowed to leave message for, and respond to messages from, users on other nodes. There are two messaging options: • Have the called party return your call.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 LEAVING MESSAGES To leave a message waiting indication: 1. When calling a station, if you hear a busy signal, Do-Not-Disturb signal (repeating signal of four fast tones and a pause), or the call is not answered: Inter-Tel endpoints: Press the MSG button. Or press the Special button and enter the Message feature code (365). The station will receive a message waiting indication.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Canceling a Message Waiting Indication That You Left Occasionally, you may want to cancel a message waiting indication that you left, before the station user responds to the message. If the message was left with the station’s message center, you cannot cancel the message waiting indication; only the message center can cancel that message. Use the procedure outlined below to cancel a message that you left.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Answering Messages To answer messages at a display endpoint: 1. When the desired message is displayed (as described above), press the # button or the REPLY menu button while on- or off-hook. Depending on how the message was left, an intercom call is placed to the station that left the message or to your message center.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Canceling a Waiting Message NOTE: Message indications from Voice Mail will only be cleared if you save or delete the waiting Voice Mail message. The MSG button will re-light if you clear the message indication without saving or deleting the Voice Mail message. To cancel a displayed message without answering at an Inter-Tel endpoint: 1.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 OFF-HOOK VOICE ANNOUNCE (OHVA) The Off-Hook Voice Announce (OHVA) feature allows an intercom caller (either single-line set or Inter-Tel endpoint) to establish voice contact with the called Inter-Tel endpoint user, even though the user already has a call in progress on the handset.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To place an off-hook voice announce call: 1. When placing an intercom OFF-HOOK VOICE ANNOUNCE call to a busy OHVA-enabled ENDPOINT WITH Inter-Tel endpoint, do not PCDPM hang up. You hear busy signals until the Camp-On and ACTIVE O H VA S c r e e n i n g t i m e r s CALL ON Ext. 1002 Ext. 1103 HANDSET expire.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 OUTSIDE CALLS When a trunk is selected for receiving or placing an outside call, the voice channel is seized and cannot be used by any other station (unless the Conference feature is used, see page 222). If the desired trunk is busy, the station user can camp on or request a callback (queue). Other features that apply to both outside and intercom calls are discussed later in this section of the manual.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Single-Line Sets: Select a trunk using one of the following methods: 3. 4. • Enter the Outgoing Call feature code (8). This automatically selects an outgoing trunk according to the programmed outgoing access mode for your station. • Enter a trunk group access code (92001-92208). • Refer to the Automatic Route Selection (ARS) procedure on the next page.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 To place a call using automatic route selection: 1. Inter-Tel Endpoints: While on- or off-hook, enter the Automatic Route Selection feature code (92000), or press the ARS button. You hear dial tone. Single-Line Sets: Lift the handset and enter the Automatic Route Selection feature code (92000). You hear a single progress tone followed by dial tone.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 RECEIVING OUTSIDE CALLS To receive an outside call on an Inter-Tel endpoint: You will hear one of the following signals when receiving an outside call. • Repeating long tones and a Call button or individual trunk button is flashing at the fast rate: A call is ringing in. Lift the handset and/or press the flashing individual trunk button, flashing Call button, or ANSWER button.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 ON-HOOK MONITORING An Inter-Tel endpoint user with a speakerphone can monitor the call (listen to a recorded message, wait for the call to be answered, or wait on hold), and then speak handsfree when answered. To use on-hook monitor: While on a call, press the Speaker button and hang up.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 TRUNK CAMP ON AND BUSY TRUNK CALLBACK (QUEUE) Camp-on and queue requests allow the caller to wait for an available resource. A station user waiting for a specific resource (a trunk or a station) will be served before a station user waiting for a group that contains that specific resource (trunk group or hunt group). This includes camped on Emergency Call feature (911/999) calls.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 To cancel a queue before the callback: Inter-Tel Endpoints: While on-hook, press the CANCEL QUEUE button or QUEUE button. Or, enter the Queue Callback feature code (6). The display shows QUEUE REQUEST CANCELED. Single-Line Sets: Lift the handset and enter the cancel Queue Callback feature code (6). Hang up.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 • Forced – Long-Distance Toll Calls Validated: When this account code type is enabled, the user only has to enter an account code if the system detects that a long distance call (a toll call outside of the local area codes) has been dialed when ARS is used. If the code matches one of the pre-programmed forced account codes in the database, the call is allowed. If the code does not match, the call is blocked.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Optional Account Codes Optional account codes can be entered at any time during a call. These user-defined codes are not pre-programmed, but must be within the maximum length set in programming. If entered, optional account codes are printed in the SMDR report for that call in place of standard or forced account codes that may have been used.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Enabling the Account Codes for All Calls Following Feature You can use the Account Code For All Calls Following feature to enter an account code once and apply it to all calls placed from that endpoint until the feature is canceled. The account code is stored in system memory and is used for all calls made by that station.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 PLACING CALLS ON HOLD There are several ways to place intercom and outside calls on hold. While on hold, the caller hears music (if equipped). There are three hold applications in the system: • Individual hold places the call on hold at one station. It can then be picked up directly at that station or it can be picked up at another station using the Reverse Transfer feature.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SYSTEM HOLD NOTE: This feature does not apply to single-line sets. To place an outside call on system hold (Inter-Tel endpoints only): 1. While on a call, press the Special button and enter the System Hold feature code (335). You hear intercom dial tone, and the associated Call button or individual trunk button flutters. 2. Hang up or place another call.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 MICROPHONE MUTE Whether handsfree or using the handset, you can temporarily turn off your microphone while on a call. The call is still connected; you can hear the other party, but they cannot hear you. Since the call is not placed on hold, no timer is activated. The MUTE button is lit when the microphone is muted; the light will go off when you press the MUTE button to re-enable the microphone.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CALL WAITING While a station is in use, incoming intercom and outside calls camp on until the busy station is available. The busy party hears a single camp-on tone every 15 seconds (unless the Camp-on Tone timer is changed or camp-on tones are disabled at the station). A station programming flag (Camp-On Indications) allows camp-on tones to be enabled or disabled for incoming intercom and outside calls.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 To respond to call waiting using a single-line set: When you hear a single camp-on tone every 15 seconds while you are on a call, another call is waiting. Do one of the following. 1. If you want to end the current call, hang up. The call rings at your station. Lift the handset to speak to the waiting caller. If you want to place the current call on hold, hookflash/recall and then enter the Individual Hold feature code (336).
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CALL TRANSFER The Call Transfer feature includes several components as described in the following section. FEATURE CODES There are two feature codes for transferring intercom and outside calls to other stations, voice processing system applications, hunt groups, off-node devices, or outside telephone numbers.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 TRANSFER-TO-CONNECT STATION FLAG If the Transfer-To-Connect Allowed station flag is enabled, an announced transfer call (including an announced transfer from Voice Mail) connects immediately with the destination once the transferring party hangs up. (If the flag is disabled, the recipient must press a Call button or the ANSWER button to answer the transferred call).
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 4. You have the following options: • To complete the transfer: Hang up or press another Call button. The display shows CALL TRANSFERRED TO (username). • To return to the caller: Press the fluttering Call button, trunk button, or button (Inter-Tel endpoint) or hookflash/recall twice (single-line set).
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 TRANSFER RECALLS If a call is transferred to another station and is not answered before the appropriate Transfer timer expires (and if it was not transferred to hold), the call recalls the transferring station’s recall destination (defaults to the station) and the Recall timer is started. The call rings until the Recall timer expires.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Receiving an Announced Or Screened Transferred Call: Depending on the Transfer Method programmed for your mailbox or extension ID, one of the following will occur when you receive a call transfer from Automated Attendant or Call Routing Announcement: • “Announce Only” Calls: When the caller enters your extension number, the system asks the caller to record his or her name.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 REVERSE TRANSFER Calls ringing or recalling at a station or a hunt group can be picked up at any other station, using this feature. Calls on hold can also be picked up from stations. A user can reverse transfer a call from a station or a hunt group on another node. If more than one call is ringing or holding at the station or hunt group, a priority list determines which call is reverse transferred.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CONFERENCE CALLS Station users can establish multi-party conference calls without operator assistance. There can be up to four parties in a conference. In addition to the initiating station, the conference can include any combination of up to three intercom and/or outside calls. The CPU provides 12 conference channels (24 on a triple- or quad-cabinet system).
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 PLACING A CONFERENCE CALL To place a conference call while on a call with an Inter-Tel endpoint: Press the CNF button, or press the Special button and enter the Conference feature code (5). The party is on conference wait hold (hears music) and the CNF button flutters. The display shows CALL NEXT PARTY TO CNF. To place a conference call while on a call with a Single-Line Set: 1.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 ADD PARTIES TO A CONFERENCE NOTE: This procedure cannot be performed if the maximum number of conference participants has been reached. To add parties to an existing conference (any inside party) on an Inter-Tel endpoint: 1. During the conference, press the CNF button. The other parties remain connected. The Call button and CNF button flutter. 2.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Exiting and Re-Entering the Conference To exit the conference and leave the other parties connected (any inside party) with an Inter-Tel endpoint: During the conference, press the CNF button and hang up. The CNF button and a Call button flutters. NOTE: If all remaining parties are outside parties and the Hold timer expires while you are out of the conference, the conference recalls your station.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Placing the Entire Conference on Hold Any inside party involved in a conference can place the conference on hold at his or her station. The other conference parties remain connected and can converse. The station user that placed the conference on hold can then place calls or use system features while the conference is on hold. Then the user can return to the conference on hold.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 RECORD-A-CALL NOTE: The Record-A-Call premium feature is required to use Record-A-Call. If your system is programmed with a Record-A-Call application, the stations can be programmed to use the Record-A-Call feature. It allows users to enter a feature code whenever they want to record an ongoing call in their designated Record-A-Call mailbox.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 The programmer can set a maximum length for Record-A-Call messages. The Record-A-Call Maximum Message Length timer can be set at 0-600 minutes. A 0 setting allows messages of any length, limited only by the available disk space. The default is 30 minutes. (This overrides the mailbox’s maximum message length setting.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 AGENT HELP NOTE: The Agent Help premium feature is required to use Agent Help. The Agent Help feature allows a station user to request help from a designated “Agent Help Extension” during a two- or three-party call. When the request-for-help call rings, the Agent Help Extension can choose to join the call or reject the request. The Agent Help Extension can be a supervisor or other station, an extension list, or a hunt group.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 In a network setting, the Agent Help Extension does not need to reside on the same node as the user requesting Agent Help. The type of station instrument determines how the Agent Help Extension is alerted: • Display Endpoints: If the Agent Help Extension is a display endpoint, the display shows that the incoming private call is an Agent Help request and identifies the username of the requesting station.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 The Agent Help feature will not function in the following cases: • If the feature is not enabled in Premium Features, any user attempting to enter the Agent Help feature code will hear reorder tones and, if at a display endpoint, see a RESERVED FEATURE display. • The Agent Help Extension cannot be in Do-Not-Disturb mode or have call forwarding enabled.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To use the Agent Help feature with a Single-Line Set: While on a call, hookflash/recall and then enter the Agent Help feature code (375). • If you hear reorder tone, the Agent Help feature is not available at your station, you already have four parties in your call, no conference circuit is currently available, or the Agent Help Extension is in Do-Not-Disturb.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 For each forwarding path assigned to the station, the system checks the following three criteria to determine if and when a call should be forwarded: • • • Type of incoming call: Up to six different types of calls can be programmed to be sent to the forwarding path.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 If a principal station or a station forwarding point is a member of a hunt group, calls placed to the hunt group’s pilot number are unaffected by system forwarding. The hunt group calls will be received at the station as usual and will not enter the system forwarding path. A call follows only the forwarding path of the principal, even if a forwarding point has a forwarding path of its own.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 HANDSFREE ANNOUNCE SYSTEM FORWARD OPTION When a call is transferred to the principal station by another station user and the principal station's system forward is set for the “no answer” station status, a system-wide option determines what the caller hears, as shown in the table below. Table 26. Handsfree Announce/System Forward Options HANDSFREE ANN. OPTION SYS.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 If a forwarding point has the Call Forward feature enabled, a systemforwarded call will ring at the forward destination until it is answered or the System Forward Advance timer expires; then the call moves on to the next forwarding point.
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Inter-Tel® Axxess® Administrator If an infinite forward loop results from the combination of manual forwards and system forwarding paths, the station that was originally intended to receive the call will ring, even if the station is in Do-Not-Disturb. System Features Guide — Issue 11.0, May 2008 INFINITE LOOP CAUSED BY SYSTEM AND MANUAL CALL FORWARD Calls received by this station will not follow the manual forward if other two stations are unavailable.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 UNANSWERED SYSTEM FORWARD CALLS If a call that is following a system forwarding path is not answered or all forwarding points are in Do-Not-Disturb or busy, its final destination depends on the type of call as shown in the table below. Table 27. Unanswered System Forward Calls TYPE OF CALL ALL FWD POINTS ARE BUSY OR DO NOT ANSWER Intercom Rings at the last forwarding point until it is answered or the caller hangs up.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 CALL FORWARDING With call forwarding, a station user can route incoming intercom and outside calls (including direct ring-in calls) to another station, to a hunt group, or to an outside telephone number, if allowed by toll and trunk restrictions. In a network setting, the network allows the user to forward calls to stations or hunt groups on another node. (See also page 271.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 If calls are forwarded to a voice processing system application, and the system is unable to communicate with the voice processing system PC, the call will not be forwarded. It will remain at your station. Call forwarding overrides system call forwarding at the principal station.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 FORWARD TO AN OUTSIDE NUMBER When programming a station for call forward to an outside telephone number, a trunk access code is programmed before the telephone number. If the station is called while the selected trunk group is busy, the call will not be forwarded. Calls will ring at the forwarded station until the call is answered or the caller hangs up. The forwarded station’s display shows FORWARD TO BUSY TRUNK.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 FORWARD TO AN EXTENSION OR OUTSIDE NUMBER Station users can also forward calls using the Remote Programming feature described on page 269. To forward calls: 1. Executive Display, Professional Display, and Model 8560 Endpoints: Press the FWD button. The display shows SELECT TYPE OF FORWARD. Press the menu button for the desired forwarding option (ALL, NO ANSWER, BUSY, or NO ANSWER/BUSY). The display shows ENTER FORWARD DEST.
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Inter-Tel® Axxess® Administrator 3. System Features Guide — Issue 11.0, May 2008 Inter-Tel Endpoints: If off-hook, hang up. You hear a progress tone, and the FWD button is lit. The display shows FWD (condition) TO XXXX. If you attempted to forward calls to a station that is unconditionally forwarded to your station or if the forwarding path already has 10 stations, your display shows INVALID FORWARD PATH, you hear reorder tones, and you must enter a new destination. Single-Line Sets: Hang up.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SYSTEM SPEED DIALING Speed dialing allows station users to dial stored telephone numbers quickly. Up to 1000, 48digit system speed-dial numbers, with identifying names can be stored in system memory. (See the System Directory feature on page 251 and Caller ID on page 153.) Each node in a network has its own System Speed Dial numbers. System speed dial numbers can be used only on the node where they are programmed.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Viewing System Speed Dial Numbers To view system speed-dial numbers and names: NOTE: If you make a mistake, use the MUTE button to backspace. 1. While on-hook, press SYS SPDL or enter the System-Speed Dial feature code (381). The display shows REVIEW SYS SPEED # (000-999). 2. Enter the desired location code (000-999) or press the SEARCH menu button. The display shows the programmed name and number. 3.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 STATION SPEED DIALING For convenience, each station user can program up to 10, 16-digit station speed-dial numbers. Single-line sets use speed-dial location codes (0-9). Inter-Tel endpoints use speed-dial buttons, if programmed in the Inter-Tel endpoint’s keymap, or location codes 0-9.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 In numeric mode, the dialpad buttons are used to enter numbers 0-9, the pound ( # ) button is used for entering a hyphen (-), and the asterisk ( ) button is used for entering a colon (:). For example, 1 00 would enter “1:00” in numeric mode. In alphanumeric mode, dialpad buttons are used to enter the desired letters, numbers, and punctuation. The number of times a button is pressed determines which character is entered.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 28.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 To program station speed-dial numbers at a single-line set: NOTE: If you make a mistake, press ; then start over. The number in memory remains unchanged. 1. Lift the handset and enter the Program Station Speed Dial feature code (383). You hear a confirmation tone. 2. Dial the desired speed-dial location code (0-9). If you hear reorder tones, you entered an invalid speed dial location code; try again. 3.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Dialing Station Speed Dial Numbers To dial a station speed-dial number at a single-line set: 1. Lift the handset. (Inter-Tel endpoints can remain on-hook.) 2. If placing an outside call, select an outgoing trunk or use ARS. If placing an intercom call or if the outside number contains a trunk access code, skip this step. 3. Hookflash/Recall and enter the Station Speed Dial feature code (382). You hear a confirmation tone.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 INTERCOM, SPEED DIAL, AND FEATURE CODE DIRECTORY NOTE: The Directory is a premium feature and does not support single-line sets. The Directory feature enables display endpoint users to “look up” intercom extension numbers and usernames, system speed-dial numbers and names, or system feature codes.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To perform a directory search: 1. While on- or off-hook, enter the Directory feature code (307). The MSG button lights (and the Speaker button lights if on-hook) and the display shows DIR TYPE: (IC=1 OUT=2 FEAT=3). 2. 3. Page 252 Press one of the following: • For Intercom Directory: Press 1 or the IC DIRECTORY menu button to select the intercom directory. The display shows INTERCOM NAME.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 INTELLIGENT DIRECTORY SEARCH (IDS) When using an Axxess system, the user may encounter several situations where inputting text is necessary. Examples of these situations may include searching an IC, Outside, or Feature directory for a particular number, name, or feature. Of such situations, searching the directory is likely the most common scenario for entering text. NOTE: Voice Mail Directory instructions have not changed.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 DIALPAD BUTTONS FOR DISPLAY ENDPOINTS (EXCEPT FOR THE 8602 IP SOFTPHONE) System v9.1 or later supports new dialpad button characters. When searching for a number, name, or feature in a directory, users can press the following dialpad buttons to enter characters or perform an action. The buttons apply to buttons pressed on the endpoint.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 DIALPAD BUTTONS FOR THE 8602 IP SOFTPHONE With the 8602 IP softphone, users have access to a keyboard and can type a name directly into a field. IDS handles the following input for those users. DIALPAD BUTTON A-Z and a-z 0-9 REPRESENTED CHARACTERS The matching letter, with or without diacritical/accent marks (e.g.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 IC Directory Examples If users have not yet entered any digits in the IC directory, users will see the entire directory. The empty matches are displayed first. Instead of displaying a blank line, IDS shows the extension in brackets for any match that is empty. The following is an example of the IC directory that shows extensions that have no descriptions on a six-line display endpoint.
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Inter-Tel® Axxess® Administrator When users enter 3 5 2 System Features Guide — Issue 11.0, May 2008 in the IC directory, a display similar to the one below appears. The first line shows the first match with an underscore to indicate the number of characters that the user has entered. In this case, three digits (352) were entered.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 FEATURE DIRECTORY The following are examples of the Feature directory displays. Upon accessing the Feature directory, the user will see the entire directory. Just like the IC directory, a six-line display endpoint shows three possible matches at a time. The entries on the first and third lines refer to the same extension.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 HOUSE PHONE This feature provides users with the ability to place a pre-designated intercom or outside call simply by lifting the handset (or pressing the Speaker button, if using an Inter-Tel endpoint) on a designated house phone. In a network, the house phone can be programmed to dial an offnode device.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 The interaction of the House Phone Mode flag with the programmed speed-dial number and system feature is shown below. Table 29.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Non-display system speed-dial numbers cannot be redialed at a display endpoint. Table 30. Redial Options STATION STATUS WHEN REDIAL FEATURE IS USED STATION HAS “LAST NUMBER SAVED” STATION HAS “LAST NUMBER DIALED” Idle station Saves the last trunk access code and telephone number that was dialed. A trunk is selected using the same trunk access code as used to place last outside call, and the last telephone number is dialed.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 USING THE LAST NUMBER SAVED FEATURE Use the following procedures to save and redial numbers at stations that are programmed to use the Last Number Saved feature. To save a number on a station programmed for last number saved: NOTE: The saved number is replaced each time you repeat this procedure.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 REDIRECT CALL The Redirect Call feature code is located under System/Devices and Feature Codes/Feature Codes. The Redirect Call Feature (feature code 331) allows Inter-Tel endpoint users to route ringing outside, intercom, and camped on calls to another station, hunt group, or outside number. Routing of the redirected call is still subject to trunk and toll restrictions.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 PAGING The Paging feature allows announcements to be made through endpoint internal speakers. Optional external paging equipment (amplifiers and paging speakers) may also be installed. There can be up to 10 paging zones (50 when using a CP Server). When the system is in the default state, all Inter-Tel endpoints are assigned to paging zone 1 to provide an all-page zone.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 REMOVE FROM PAGING An Inter-Tel endpoint user can prevent the endpoint from receiving pages or allow it to receive pages again using these feature codes. If the endpoint is assigned to more than one page zone, all zones are removed or replaced; the user cannot toggle individual zones. To enable/disable zone pages: 1.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Do-Not-Disturb messages are programmed in the database or using an administrator station. Default Do-Not-Disturb messages are programmed as follows. Table 31.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 The second line of the message can be customized with a numeric/alphanumeric message of up to 16 characters (English/Spanish and/or Japanese characters). The customized message is entered as described below. When entering a customized Do-Not-Disturb message, you can press the MSG button or USE ALPHA MODE/USE NUMERIC MODE menu button to switch back and forth between alphanumeric and numeric mode.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 4. 5. If desired, customize the second line of the message: Use any combination of the following methods. • Remain in numeric mode: Press the dialpad buttons to enter the desired number. Use the pound button ( # ) for a hyphen (-) and the asterisk button ( ) for a colon (:). Inter-Tel endpoint users can press the FWD button once to leave a space, or press the MUTE button to backspace.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 DO-NOT-DISTURB OVERRIDE If your Inter-Tel endpoint is enabled for Do-Not-Disturb override and you hear Do-Not-Disturb tones when placing an intercom call, you may use the following procedure to break through Do-Not-Disturb and complete the call.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To change the station password from your station: 1. Enter the Program Station Password feature code (392). You hear a confirmation tone. If you have a display, it shows ENTER PASSWORD. 2. Enter your current password, followed by #. (At default, it is your extension number.) If you have a display, it shows NEW PASSWORD.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 REMOTE DO-NOT-DISTURB PROGRAMMING To place a station in Do-Not-Disturb mode using the remote programming feature: NOTE: After each entry, non-display endpoint users will hear a confirmation tone. Outside callers using a DISA line will hear confirmation tone followed by DISA dial tone. Display endpoint users will not hear confirmation tones but will see a prompt asking for the next entry. 1.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Use speed-dial and/or redial numbers (Inter-Tel endpoints only): In either numeric or alphanumeric mode, you can speed dial a number (using the speed-dial button or feature code). In numeric mode you can press the REDIAL button to enter the stored characters. You may chain speed-dial and/or redial numbers together. 6. To turn off Do-Not-Disturb: Enter the Do-Not-Disturb Off feature code (371).
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Inter-Tel® Axxess® Administrator • 6. System Features Guide — Issue 11.0, May 2008 Enter the forwarding destination. This can be an extension number or a trunk access code followed by an outside telephone number. – If the forward destination is an extension number, programming is complete, and the call is disconnected automatically. – If the forward destination is an outside number, hang up to complete programming.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 HOOKFLASH/RECALL A timed hookflash/recall may be required for Inter-Tel endpoint and single-line users to use certain telephone company or PBX features. The CO Hookflash/Recall feature code sends a timed hookflash/recall over the trunk when entered. A hookflash/recall will restart the call cost display and toll restriction, plus it will start a new line in the SMDR printout.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 At the programmed time, the reminder message signals the station with eight short tones. A display endpoint shows the message until it is canceled; a non-display endpoint receives tones only. If the station is busy, the user still hears the tones and the message displays for 10 seconds during the call, then the display returns after the user hangs up. (Reminder displays interrupt, but do not affect, programming.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 To request reminder messages: NOTE: Lift and replace the handset to stop the process without selecting a message. 1. 2. While on-hook, enter the Reminder Message feature code (305). Display endpoints show SELECT REMINDER MSG # (01-20). To select a specific message: Enter the two-digit message code (01-20). (Display endpoints show the selected message and SCROLL OR ACCEPT.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 RECORD KEEPING AND MAINTENANCE FEATURES The record keeping and maintenance features available include the following items: • Call Cost Accounting • System Error/Message Printing CALL COST ACCOUNTING NOTE: The system's Call Cost Accounting feature is intended to provide a cost estimate that is applied to the various classes of calls.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 All outgoing calls using a trunk that is not subject to toll restriction are classified as one of the following call types for call cost calculation (call cost type is programmed in the database).
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 • Record All DID/DNIS Calls: Records all calls received through DID and DNIS. • Record All Trunk To Trunk Calls: Records all calls made from one outside caller to another. • Record All Network Calls: Records all calls placed to and received from network nodes. • Record All Off-Node Devices: Records all calls placed to and received from off-node devices.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Figure 8. SDMR Report Format TYP EXT# TRUNK DIALED DIGITS START ELAPSED COST ACCOUNT CODE XXX XXXXXXXXXXX <28 characters> HH:MM HH:MM:SS $XX.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 START This shows the time that the call became valid (see page 278 for an explanation). For an unanswered ring-in, it shows the time the call began ringing. It is shown in 24-hour time (00:00 23:59). ELAPSED This shows the call length from the START time (above) until disconnect or the length of time an unanswered call was ringing.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 In a network setting, each node has its own message print programming, message print output port, and message print output port backup. There should be a message print terminal at each node to monitor node and network performance and aid in troubleshooting. • If a node’s Message Print output port is a node, the network sends Message Print records to the specified node.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 Each message record includes the following fields: • Sequence Number: This field shows the order in which the faults occurred. If there is a skip in a series of sequence numbers, it indicates that a message was logged that is not programmed to be printed. • Time: The Time field shows the time that the fault occurred. This field shows the hours and minutes in 24-hour format as HH:MM.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 POWER FAILURE CAPABILITIES The Central Processor (CPU) Card contains relay contacts that can be used for power failure transfer which allows one or more single-line sets to select predetermined trunks in the event of a processor board failure or a power failure. Additional equipment is required. CUSTOMIZED SYSTEM PROGRAMMING REPORTS Customized system programming reports can be created through the database.
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Inter-Tel® Axxess® Administrator System Features Guide — Issue 11.0, May 2008 AUDIO PROBLEMS When the Audio Diagnostics feature code (320) is entered, the system prompts users to select a characteristic of the audio problem. Users with 6-line display endpoints can either press the menu button that corresponds to the displayed audio problem or enter the numeric codes for the audio problem on their dialpads.
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System Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Using the Audio Diagnostics Feature Only stations with the Audio Diagnostics station feature enabled can use the Audio Diagnostics feature. NOTE: Only six-line display endpoints have the menu buttons mentioned in these instructions. Users who have endpoints with a two-line display, or no display, must use the numeric entries to use the Audio Diagnostics feature. To use the Audio Diagnostics feature: 1.
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Inter-Tel® Axxess® Administrator 5. Hang up to complete the Audio Diagnostics feature. When the Audio Diagnostics selections are completed, the system generates Alarm 128 and the administrator station displays ALARM #128 AUDIO FRZ. System Features Guide — Issue 11.0, May 2008 ALARM #128 x12345 AUDIO FRZ CLEAR ALARM CLEAR ALL ALARMS IDLE MENU NOTE: Consult your Inter-Tel field technician for the list of Audio Diagnostics codes that are used on your system.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 Voice Processing Features CONTENTS PAGE Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291 Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291 Automated Attendant Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CONTENTS PAGE Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314 Voice Mail and Message Notification/Retrieval Applications . . . . . . . . . . . . . . . . . . . . . . 314 Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315 Group Lists . . . .
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 INTRODUCTION This section describes the voice processing system features supported by the Inter-Tel voice processing systems. Features are dependant upon the voice processing system, the equipment used, the software version that the site is running, and the site’s licensing. Contact your local Inter-Tel reseller to determine which voice processing system features are supported on your system.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 When Automated Attendant answers a call, it plays a recording that gives dialing instructions. During or after the recording, the caller may then directly dial a station extension number, Voice Mail access number (if there is no associated mailbox), or hunt group pilot number. Or, the caller may use the directory to look up the desired extension.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 AUTOMATED ATTENDANT APPLICATIONS There are a number of different uses for this feature. Here are two examples: • Direct ring-in calls to a busy Attendant could be forwarded to Automated Attendant (using the Call Forward If Busy feature or system forwarding). • Calls could ring in directly to Automated Attendant application’s extension number when the system is in day and/or night mode.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 AUTOMATED ATTENDANT CUSTOM AUDIOTEX RECORDINGS Custom audiotex recordings are made using the Voice Mail Administrator’s mailbox as described on page 63. Each recording is associated with a recording number and assigned to the application(s) in Database Programming or using the System Administrator’s mailbox.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 AUTOMATIC FAX DETECTION NOTE: This feature is available for the Windows 2000, and EM voice processing systems only. With Automatic Fax Detection, Call Routing Announcement applications and mailboxes can be programmed to automatically route incoming fax calls to a specified extension or to an email address.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 • Received On: The RECEIVED ON line contains the date and time that fax was received. • FAX.TIF file attachment: The file attachment appears as a file with the name FAX.TIF. To view the fax, the user must display the TIF file using graphics software.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 CALL ROUTING ANNOUNCEMENT The Call Routing Announcement application can be used as a simple playback device that plays a message and then hangs up to disconnect the call. This is especially useful for programming hunt group announcement and overflow stations.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 CALL ROUTING CUSTOM AUDIOTEX RECORDINGS When accessed, the Call Routing Announcement application will play a custom audiotex recording and then hang up. Call routing announcements are recorded using the Voice Mail Administrator’s mailbox as described on page 63. Each announcement is assigned to use a “custom greeting” number in Database Programming. Recordings for fax documents should include all dialing instructions.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 Figure 9. Sample Call Routing Announcement Tree EXT 2500: “Thank you for calling X Company, if you know the party’s extension number, you may dial it now. For a company directory, press #. For Sales information press 3. For technical support, press 4.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 DIRECTORIES The following two types of voice processing system directories can be enabled (or disabled) in the system: • The Voice Mailbox Directory is a list of mailbox subscribers, their recorded names, and mailbox numbers. • The Automated Attendant Directory, provided to all Auto Attendant callers, is a list of all mailbox subscribers and extension ID owners and their recorded names.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 LOCATING A NAME There are two methods used for entering a name when you spell the name using your endpoint’s dialpad digits: Quick Spell and Exact Spell. Outside callers and station users with nondisplay endpoints and single-line sets use Quick Spell. Display endpoint stations use the Exact Spell method.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Listening to the Next/Previous Name After a name has been played, the caller can listen to the previous name in the directory by pressing 1 . To listen to the next name, the caller can press 3 . The directory lists are circular. That is, when the end of the list is reached, the next name played will be the first name in the directory.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 SEARCHING THE VOICE MAIL DIRECTORY To search the voice mail directory by saying the name: If Automatic Speech Recognition (ASR) is enabled, you are given the option to search for a name in the directory by saying it. When prompted, say the full name (most accurate results), first name, or last name of the person you are searching for. The system searches the voice mail directory and returns a list of names.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 EM DIRECTORIES Directories contain a list of extensions or mailboxes and the names programmed for them. The following directories can be enabled (or disabled) in the system: • The Mailbox Directory is a list of mailbox subscribers, their recorded names, and mailbox numbers. • The Automated Attendant Directory is a list of all mailbox subscribers and extension ID owners and their recorded names.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 A caller begins a directory search by selecting the directory option from the menu. The caller is prompted to say or spell the last name of the mailbox user they would like to locate. When the caller searches for a name, the directory locates all matches (first and last names) for the name.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 5. If more than 10 matches are located, the system prompts you to browse or filter the list. Do one of the following: • Say “Yes” or press • Say “No” or press 2 to select the filter option and then respond to one of the following filter questions: 1 to browse the list. (See 4 on page 305 for options). – The system begins by asking you if the name you are searching for is the last name.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 When the caller accepts the directory name from voice mail, the caller is transferred to the corresponding mailbox. After the transfer the caller either hears the subscriber’s recorded greeting, their recorded directory name, or, if no recording has been made, the “mailbox number XXX is not available” prompt. The caller can then record a message.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 FAX-ON-DEMAND The Fax-On-Demand feature provides fax services to callers. It is a specially programmed Call Routing Announcement application that uses digit translation to allow callers to select the documents they want to have faxed to them.
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Inter-Tel® Axxess® Administrator 8. Voice Processing Features Guide — Issue 11.0, May 2008 The system checks the entered number, and one of the following occurs: • If the number is valid, the system tells the caller when the document will be delivered (this depends on the programmed fax delivery times in the voice processing system database) and returns to the recording.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Fax documents can be saved and restored using the Voice Processing Save And Restore database program. The system Save And Restore operation has no effect on fax documents. However, if the system database is defaulted, all fax documents are deleted. The digit translation node used for fax document selection should have a greeting that explains how to select documents.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 SCHEDULED TIME-BASED APPLICATION ROUTING (STAR) Scheduled Time-based Application Routing (STAR) allows you to have applications with alternate greetings and/or different programming set up for holidays, weekends, and other scheduled events. A STAR application is basically a “routing table” for voice processing system applications.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 When programming the days and times, be careful not to overlap. For example, if you place a date entry for Dec. 25 after a day of the week entry for Monday, and Christmas falls on a Monday, the “Monday” application will be selected instead of the “Dec. 25” application. Table 35.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 SMDR INFORMATION STORAGE AND RETRIEVAL The voice processing system PC can be used to capture Station Message Detail Recording (SMDR) information. The SMDR information is stored in a file on the voice processing system PC’s hard disk for later retrieval.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 VOICE MAIL The Voice Mail feature allows callers to send and receive recorded messages from any station or DTMF endpoint. (Dial pulse signaling is not recognized by the voice processing system. Callers using dial pulse endpoints will be routed to the Voice Mail application’s Dial-0 Destination for assistance.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 Callers will hear the Voice Mail company greeting and recorded instructions that tell them what to do next. Users simply listen to the prompts and press the dialpad button that corresponds to the desired choice. If the user does not respond immediately, a second set of prompts is played. Most prompts are interruptible, and users can press the desired button at any time during the prompt.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Calls transferred from the Automated Attendant or a Call Routing Announcement application to a station with a mailbox can be screened, announced, or unannounced. Separate programming flags determine the methods used for transferring calls to stations with mailboxes. During database programming, each mailbox is assigned a dial-0 operator destination.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 MESSAGE NOTIFICATION TO STATIONS Each mailbox has a programmed Message Notification Station. This is usually the extension number that matches the mailbox number (associated mailbox). However, a different number can be used for the mailbox’s message notification station (non-associated mailbox).
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 All Messages, Priority Only, and Each New Message Flags When the mailbox is being programmed for remote notification, message notification can be set to place the notification call when any message is received or only when priority messages are received. (This defaults to “All Messages.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 Notification Numbers Each cascade level has a programmed notification number that can be an extension number or an outside telephone number. When an outside telephone number is used, the system will access an outgoing trunk using the code programmed for that level. The code contains a pre-programmed trunk access code and followed by an outgoing access termination feature code, if needed.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 SUBSCRIBER FEATURES Before subscribers can use voice mail, they must set up their mailbox.
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Inter-Tel® Axxess® Administrator Voice Processing Features Guide — Issue 11.0, May 2008 Instructions for all of the subscriber tasks are located in the endpoint user guides. In addition to instructions for the tasks listed on the previous page, endpoint user guides contain frequentlyasked questions, guidelines for using ASR, information about using E-Mail Reader, and flowcharts for the standard voice mailbox and the advanced mailbox.
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Voice Processing Features Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 UNIFIED MESSAGING Unified Messaging versions 2.2 (VPU) and 2.3 (EM) have reached their end of sale and are no longer supported after April 30, 2008. Inter-Tel recommends that current UM v2.2 and v2.3 installations upgrade to UM Open Standards Edition (OSE). See “Unified Messaging Open Standards Edition” below for more information. UNIFIED MESSAGING OPEN STANDARDS EDITION Axxess v8.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Voice Processing Prompts CONTENTS PAGE Voice Processing Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324 Automatic Speech Recognition (ASR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324 Default ASR and Non-ASR Voice Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 VOICE PROCESSING SYSTEMS This section contains all of the default voice prompts for the three voice processing systems supported by the Axxess Converged Communications Platform. The Axxess platform supports the following voice processing systems: • Voice Processing Unit: The Voice Processing Unit (VPU) runs on either the Windows NT or Windows 2000 operating systems.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 007 Using the keys on your telephone, please spell the name of the person, then press pound (or hash). For the letter Q, press seven. For the letter Z, press nine. To advance to the next character, please wait for two seconds or press another key. To exit the directory, press star.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 032 Enter your password. Then press pound (or hash). Say or enter your password. 033 There have been three invalid attempts to log onto your mailbox. N/A 034 Invalid password. N/A 035 Thank you for calling. Good-bye. N/A 036 To access mailbox features, you must change your system-assigned password.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 055 ...new messages. N/A 056 ...of which is priority. N/A 057 You have no new messages. N/A 058 You have one saved message. N/A 059 ...saved messages. N/A 060 Remote messaging is currently enabled. N/A 061 To listen to new messages, press one. To listen to new messages, say “New” or press one.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 082 To fast forward your message or recording, press three. To fast forward your message or recording say “Forward” or press three. 083 To lower the volume, press four. To lower the volume, say “Lower” or press four. 084 To raise the volume, press six. To raise the volume, say “Higher” or press six.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 111 To change your message envelope, press four. To change your message envelope, say “Envelope” or press four. 112 To replay the message, press one. To replay the message, say “Replay” or press one. 113 To select your primary greeting, press one. To select your primary greeting, say “Primary” or press one.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 143* Thursday N/A 144* Friday N/A 145* Saturday N/A 146 To turn this number on or off, press one. To turn this number on or off, say “Change” or press one. 147 To change the phone number, press two. To change the phone number, say “Number” or press two. 148 To change times of day, press two.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 215 ...starting at... N/A 216 ...ending at... N/A 217 For mailbox and group list maintenance, press two. For mailbox and group list maintenance, say “Mailbox Maintenance” or press two. 218 To send a message to all subscribers, press one. To send a message to all subscribers, say “Broadcast Message” or press one.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 243 If this is the correct recording, press pound (or hash). If this is the correct recording, say “Yes” or press pound (or hash). 244 Warning, no recording has been made. N/A 245 Invalid application entered. N/A 246 ...is not a valid recording number.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 284* ...Hundred N/A 285 This mailbox is currently full and cannot receive new messages. N/A 286* Oh N/A 287 ...of which are priority. N/A 288 Priority message received... N/A 289 Otherwise, press star. Otherwise, say “No” or press star.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 319 I’m sorry. This mailbox is currently in use and cannot be accessed. Please try again later. N/A 320 Not used Not used 321 If you are calling from a rotary-type telephone, please stay on the line and your call will be answered. N/A 322 You can not reply to a system sent message.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 349 You must program a telephone number first. N/A 350 You have chosen not to have a pager number. N/A 351 Cascade Level... N/A 352 You did not enter a valid document number. N/A 353 This document is currently unavailable. N/A 354 ... is not a valid document number.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 377 (For U.S. systems) Please enter the 10 digit telephone number of your fax machine, including area code. (For European systems) Please enter the telephone number of your fax machine, including your national dialing code if required. (For U.S. systems) Please say or enter the 10 digit fax number, including area code.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 401 Hello, you’ve reached the Inter-Tel automated call handling system. N/A 402 To change your message search order, press two. To change your message search order, say “Order” or press two. 403 Your current message search order is first in first out. N/A 404 Your current message search order is last in, first out.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 513 To change your transfer method, press five. To change your transfer method, say “Transfer” or press five. 514 Your current transfer method is unannounced. N/A 515 Your current transfer method is screened. N/A 516 Your current transfer method is announce only.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 542 To replace this system prompt with a custom prompt, press three. To replace this system prompt with a custom prompt, say “Custom” or press three. 543 ...is not a valid system prompt number. N/A 544 To delete the custom prompt and reinstate the system prompt, press nine.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 572 Enter the destination mailbox. Say or enter the destination mailbox. 573 This mailbox has one unheard message. N/A 574 ...unheard messages. N/A 575 To append to the message, press two. To append the message, say “Append” or press two. 576 To leave a Voice Mail message, press one.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 610 To listen to faxes, press six. To listen to Fax messages, say “Facsimile” or press six. 611 You have no new messages. N/A 612 with the subject... N/A 613 I’m sorry, you cannot delete this e-mail. N/A 614 To reply to all recipients, press one. To reply to all recipients, say “Everyone” or press one.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 660 ...with attachment... N/A 661 For your voice mail envelope, press one. For your voice mail envelope, say “Voice Mail” or press one. 662 For your e-mail envelope, press two. For your e-mail envelope, say “E-mail” or press two. 663 For your fax envelope, press three.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 701 ...hours... N/A 702 ...hour... N/A 703 <10 second pause> N/A 704 N/A 705* N/A 706 Fax cancelled N/A 707 phone number… N/A 708 Not used Not used 709 Your results match more than… Your results match more than… 710 …entries. …entries.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 739 Speech recognition has been disabled for this call. N/A 740 Not used Not used 741 ... messages… N/A 742 ...seen... N/A 743 - 744 Not used Not used 745 You have no saved voice mails. N/A 746 Not used Not used 747 You have no saved e-mails. N/A 748 Not used Not used 749 You have no saved faxes.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 775 I was unable to connect to your fax server. N/A 776 If you have changed your password, press one. If you have changed your password, say “Password” or press one. 777 To continue without these messages, press pound. To continue without these messages, say “Continue” or press pound.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 852 ...unreadable messages N/A 853 You have no unreadable messages N/A 854 To manage unreadable messages, press six N/A 855 unreadable message... N/A 856 If you are finish, please press pound (or hash). Otherwise, press the next key to continue spelling. N/A 857 Your quota grace limit has been reached.
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 889 E-Mail Reader was unable to retrieve your emails from your e-mail server due to a login failure. N/A 890 Please enter your e-mail account password. This is case sensitive. Using the keypad, you can scroll through symbols, numbers, and letters, both lower and upper case.
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Voice Processing Prompts Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 913 When you are finished entering mailbox numbers, press star to exit. When you are finished entering mailbox numbers, say finished or press star to exit. 914 Enter the destination mailbox or Group list number. For the Directory press pound (or hash).
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Inter-Tel® Axxess® Administrator Voice Processing Prompts Guide — Issue 11.0, May 2008 Table 37. Voice Prompts: Non-ASR and ASR (Continued) PROMPT ID CONTENT (NON-ASR) CONTENT (ASR) 939 The locations of special characters are...For space, at, hyphen, underscore, equals sign, comma, greater than, and right parenthesis, use key “zero.” For exclamation point, pipe, apostrophe, colon, semi-colon, forward slash and backslash, use key “one.
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Inter-Tel® Axxess® Administrator Default Feature Codes Guide — Issue 11.0, May 2008 Default Feature Codes Trunk Access Codes FEATURE NAME FEATURE NAME Automatic Route Selection (ARS) Trunk Group Access 1-208 Emergency Calls Outgoing Call CODE (U.S./ EUROPE) 92000* 92001-92208* 911/999 8 *These feature codes may differ depending on the software version. Station Feature Codes FEATURE NAME CODE (U.S./ EUROPE) CODE (U.S.
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Default Feature Codes Inter-Tel® Axxess® Administrator Guide — Issue 11.0, May 2008 FEATURE NAME CODE (U.S./ EUROPE) FEATURE NAME CODE (U.S.
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Inter-Tel® Axxess® Administrator Index Guide — Issue 11.0, May 2008 Index Symbols “All Transient Displays” Station Flag 174 “DKTS Alternate Transient Display Timer” Station Flag And Timer 175 “DKTS Alternate Transient Display Timer” Station Flag and Timer 175 “Hot” DIALPAD Buttons vs. “SPCL Key Required For Feature Code Entry” Flag 116 “Hot” Dialpad Buttons vs.
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Index Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator Conference Calls 222 Conferencing 222 adding parties 224 exiting/parties on hold 225 exiting/re-entering 224 placing on hold 226 Connecting a Headset 90 Consultation Hold 211, 212 Converged Communications Platform 2 Courtesy Paging Phone 259 CPC Modem 48 enable/disable 48 programming a DSS/BLF button 48 reset 49 Create or Delete Administrator Stations 18 Attendant Stations 18 House Phones 18 Creating Audiotex Recordings 63 Custom Audiotex Recordings 63, 294, 298 Customized S
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Index Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator Forward to an attendant 241 to an outside number 241 to the message center 241 to voice mail 241 Forward (FWD) Button 175 Forward (FWD) Key 83, 84 Executive Display and Model 8560 Endpoints 175, 240 programming 240 Forward to an Attendant 241 Forward to an Extension or Outside Number 242 Forward to an Outside Number 241 Forward to the Message Center 241 Forward to Voice Mail 241 Forwarding Path 232 Freeze Zones 51 Freeze/Unfreeze 51 Freezing/Unfreezing the Network History 51
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Index Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator Message Lamps 97 Message Notification 317 multiple mailboxes 317 stations 317 Message Notification to Stations 317 Message Notification/Retrieval 314 Message Retrieval Order 55 Messages alternate message source 198 answering 197 canceling 195 indications 194 inter-station 194 mailboxes 194 reminder 274 viewing 196 MGCP (Media Gateway Control Protocol) 103 MGCP Gateway and Endpoints 103 Microphone Mute 124, 213, 354 Mini-DSS Units 100 Minor Alarm 42 Minor Alarms 42, 281 Model
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Index Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator Q Queue feature code 124, 354 station 188, 189 trunk 206 Quick Spell 301 R Realm 283 Recall attendant 130 attendant forwarding of 131 hold 130, 211, 212 system forwarding 238 transfer 219 unsupervised call 130 Recall/Hookflash 274 Receive Network Alarms 42, 45 Receiving Intercom Calls 185 Receiving Outside Calls 204 Record all conference calls 278 all DID/DNIS calls 279 all DISA calls 278 all free calls 278 all incoming calls 278 all international calls 278 all local calls
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Index Inter-Tel® Axxess® Administrator Guide — Issue 11.
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Inter-Tel® Axxess® Administrator ACD Hunt Group Span Nodes 149 Administrator Feature Codes 124 Agent Help Extension 229 Alarm Numbers and Priorities 47 Alphanumeric Directory Search 251 Announcement and Overflow Paths 137 Audio Problems 285 Call Key Assignments 83 Class of Service Default Values 162 Diagnostics Mode Feature Codes 125 DSS Lamp Behavior 40 Entering Alphanumeric Information 18 Feature Buttons 86 Handsfree Announce System Forward 235 House Phone Mode behavior 260 Locating a Name Alphanumericall
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Index Inter-Tel® Axxess® Administrator Guide — Issue 11.
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VOICE MAIL FLOWCHART NOTE: At any menu level, you can say “Cancel” or press “Accept” or press # to cancel or return to the previous menu or say to accept. Also, Automatic Speech Recognition commands are indicated in the quotation marks. ADMINISTRATOR MAILBOX MENU ACCESSING THE SYSTEM ADMINISTRATOR’S MAILBOX • EITHER, Press the MSG 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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Part No. 550.8001 Issue 11.