Inter-Tel Axxess Administrators Guide
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Page 71 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Agent Set AGENT SET The Agent Set is used in place of a keyset with an attached PCDPM. It is connected to a Digi- tal Keyset Card (DKSC or DKSC-16) port just as a keyset would be. It has a jack for plugging in an Inter-Tel handset or headset. It also has a serial connector (DB9) for attaching it to a PC. The Agent Set does not require a transformer or external power source. To operate properly, the Agent Set must be programmed for headset mode. This can be done in one of the following ways: •Enable Headset Mode via Station Programming in the AXXESS System database •At the Agent Set, unplug the headset or handset (to take the Agent Set off hook) and enter the Headset On/Off feature code (317) to enable headset mode. Then plug in the headset or handset. NOTE There is nothing to prevent the user from disabling headset mode using the Headset On/Off feature code at the station. Because the Agent Set does not have feature keys, a dialing pad, or a speaker, it must be con- nected to a PC that is equipped with AXXESSORY Connect (or a similar OAI product that emulates a keyset). The AXXESSORY Connect is used for dialing and feature access. The Agent Set also requires an Inter-Tel headset or handset. Only Inter-Tel equipment should be used. Other manufacturer’s equipment may not be compatible with the Agent Set. If the user wishes to receive audible signals at the headset, there is a new station flag that will send a single tone to the headset when a call is ringing. (Refer to page 66.)
Page 72 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Single-Line Sets SINGLE-LINE SETS Industry-standard single-line DTMF sets can be installed on the AXXESS System and/or used as an off-premises 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). Or, they can be connected to Single-Line Adapter (SLA) circuits, which are in turn connected to available Digital Keyset Card (DKSC or DKSC16) circuits. Off-premises stations can be connected to SLAs, T1 Cards (T1Cs), or T1/E1 Cards. •Each SLC can support up to eight on-premises single-line stations and each SLC-16 can support up to sixteen stations. The SLC and SLC-16 will support message lamps on sin- gle-line sets if the optional Lamp Option Card is installed on the SLC or SLC-16. •Each SLA can support any combination of up to two single-line sets or DID devices. •T1 Card (T1C) and T1/E1 Card circuits can be used for installing off-premises single- line stations. Single-Line DTMF Sets Single-line DTMF set users gain access to the features by hookflashing (pressing and releasing the hookswitch quickly) and entering feature codes. Single-Line Set Message Lamps The optional Lamp Option Card (LOC) for the SLC or SLC-16 supports message waiting lamps. To enable a message waiting lamp on a specific single-line station, the station must have the Message Lamp station flag enabled. In the default state it is disabled. SLAs, T1C, and T1/E1 Card circuits cannot support message waiting lamps. Off-Premises Extensions (OPX) Off-premises extensions are remote single-line DTMF sets that are connected to the AXXESS System through telephone company OPX circuits (or customer-provided circuits). Off-premises station users gain access to the features by hookflashing (pressing and releasing the hookswitch quickly) and entering feature codes. Some telephone company off-premises extension (OPX) networks do not recognize certain sin- gle-line set ring cadences used in the AXXESS System. This incompatibility results in an inability to provide certain ring signals to off-premises extensions. Because of this, the system is equipped with a station option (Extended Ring Cadences) which allows the ring cadences be altered for individual single-line circuits. OFF-PREMISES EXTENSIONS AXXESSDKSC OPX AXXESS or other KSU SLAB1 B2
Page 73 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units DIGITAL DIRECT STATION SELECTION/BUSY LAMP FIELD (DSS/BLF) UNITS Digital DSS/BLF Units are programmed to be used with specific Executive or Standard Digital Keysets. The keysets are equipped with PC Data Port Modules (PCDPMs) and the DSS/BLF Units are attached to the PCDPMs. NOTE Executive or Standard Digital Keysets with DSS/BLF Units need to be identified in database programming and equipped with PCDPMs. Each single DSS/BLF Unit provides one-key access to up to 60 extension numbers. You can use up to four DSS/BLF Units on a station to provide up to 240 keys. The numbers are pro- grammed in up to 10 different arrangements using the DSS keymaps in the database. Each key- map has four “pages” of layouts to accommodate four connected DSS/BLF Units. There can be up to 20 DSS/BLF Units in the system, up to 4 on a single keyset. Together, the lamps in the keys create a busy lamp field that indicates the status of the resource (e.g., station, trunk, hunt group, or feature) assigned to the keys (unless the resource is an off-node device). The LED indicator in the key indications are shown in the table below. You can program a DSS key for an off-node device, but not for “wildcard” off-node exten- sions. The keys will show lamp status for stations on the other nodes. In database programming, DSS/BLF keys may also be programmed for direct access to other resources (such as paging zones) or they can be assigned feature codes. Busy lamp indication is provided to show the idle/busy status of the resource or feature. Note that programming a DSS/BLF key as a resource does not always provide a transfer capability. For example, a DSS key programmed for paging will not transfer a party to the paging system. INDICATION MEANING Solidly Lit The associated resource is busy or all stations in the associated hunt group are unavailable (in do-not-disturb, busy, or with hunt group remove enabled). Or, the associated feature is on. Slow Flash The station is in do-not-disturb. Fast Flash The station has a call ringing in or a call is camped on to the hunt group. (This option is programmable. If DSS ring flash is disabled, a call ringing in to a station will show a solidly lit LED.) Continuous FlutterThe station is causing a STATION OFF-HOOK system alarm.
Page 74 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Optional System Equipment OPTIONAL SYSTEM EQUIPMENT The following optional equipment can be purchased and installed with the Inter-Tel AXXESS System. Complete specifications and installation instructions are provided in the Inter-Tel AXXESS Installation and Field Maintenance Manual. I n t e r - Te l A X X E S S O R Y Ta l k : Provides multi-port integrated voice processing features (voice mail, automated attendant, hunt group announcement and overflow, SMDR storage, Record-A- Call, etc.) The AXXESSORY Talk is available in Windows NT and OS/2 versions. The NT version is required for the AXXESSORY Talk VisualMail and Fax Recognition features. Inter-Tel AXXESSORY Console: Allows up to four attendants to use their personal comput- ers (PCs) to answer and manage incoming call traffic. It is primarily designed for use by atten- dants of larger AXXESS Systems - those systems with so many stations that using DSS/BLF Units is not practical. However, due to its enhanced functionality, including electronic text messaging and directory dialing, the AXXESSORY Console is an attractive option for smaller systems as well. Inter-Tel Inside Track: Provides the ability to create customized call management and accounting reports from the system’s SMDR data. The reports can be used to manage calling costs, analyze system traffic, and track employee productivity. If Axxent Talk is not used, an optional PollCat (Pollable Call Accounting Terminal) call record buffer box is also required. Optional DSP resources: One or more Options Cards may be installed to provide the system with additional Digital Signal Processor (DSP) resources, including: Caller ID receivers, shared speakerphones (standard or enhanced) for Basic and Standard keysets, additional con- ferencing circuits, and additional DTMF receivers. External music sources: External music sources (radios, tape players, etc.) can be connected to the system to provide music-on-hold and background music. External paging speaker equipment: An amplifier and speakers can be connected to the sys- tem to provide external paging and background music to large areas, such as warehouses, load- ing docks, etc. SMDR and error message recording output devices: Output devices can be connected to record the data generated by the Station Message Detail Recording (SMDR) and error message recording features. The device can be a printer, magnetic tape, floppy disk, etc. Surge/spike protector: A surge/spike protector should be installed to reduce the effects of AC voltage surges and spikes that may cause system malfunctions, false logic, and/or damage to the electronic components. System battery back-up: To provide back-up power in the event of an AC power failure or brownout condition, the system power supply can have optional battery back-up using an unin- terruptable power supply (UPS) unit or a standby power supply (SPS) unit. Facsimile (FAX) machine: A FAX machine may be connected to an available single-line cir- cuit. Off-premises stations: Single-line DTMF sets can be connected to the system from a remote location. The connection is made through a telephone company OPX circuit or a customer-pro- vided trunk. Playback devices: A playback device (answering machine) can be used in place of the Inter- Tel AXXESSORY Talk interface to help process calls. The device answers a call, plays a mes- sage, then disconnects from the call (or transfers it to a hunt group) to allow the caller access to other system resources.
Page 75 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Optional System EquipmentPower failure transfer equipment: Power failure transfer equipment can be installed to con- nect one or more single-line sets to predetermined trunks during a power or system failure. Night transfer equipment: Night transfer equipment can be installed to turn on or off lights, an alarm system, or other devices.
Page 76 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Optional System Equipment
Page 77 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Introduction AXXESS System Features INTRODUCTION The Inter-Tel AXXESS System, in addition to its sleek, modular appearance and easy installa- tion and programming, provides many user-friendly features. To describe the system features, this FEATURES section has been divided into the following sections: •Access to the Features: This section contains a list of the feature codes and their defi- nitions. •System Organization: This section describes possible administrator assignments, attendant arrangements, and hunt groups (including UCD and ACD hunt groups). •Outside Line (Trunk) Features: This section explains the functions and programma- ble features of the trunks. •Station Instruments: This section describes the station instruments of the AXXESS System. Available station instruments include Digital and Analog Keysets, single-line sets, and Digital Direct Station Selection/Busy Lamp Field (DSS/BLF) Units. •Intercom, Outside, and General Call Processing Features: Several sections explain the use of the station features that are available to all station users, including intercom call features, outside call features, and general call processing features. •Attendant Features: This section explains the special attendant-only features and the use of the DSS/BLF Unit. •Administrator Features: This section explains the special administrator-only features. •Record Keeping and Maintenance Features: For record keeping purposes, the AXXESS System offers station message detail recording (SMDR). A system error reporting feature provides self-diagnostic information to make the system easier to ser- vice.
Page 78 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Access To The Features ACCESS TO THE FEATURES FEATURE KEYS Keysets have feature keys that allow one-key dialing of feature codes. Information is pro- grammed in the database to determine the arrangement of the feature keys and their default values. If desired, some of the keyset feature keys can be designated as user-programmable keys. See page 117 for more information. SPECIAL KEY AND HOOKFLASH Depending on the feature and system programming, users can either enter feature codes imme- diately after lifting the handset or while on hook, or they must signal the system before enter- ing the feature code. Keyset users signal the system by pressing the Special key (which is represented by on the keyset). Single-line DTMF set users perform a hookflash (press and release the hookswitch quickly). If the user does not enter a code or begin dialing before the Dial Initiation timer expires, the system sends reorder tones. “Hot” Keypad Keys vs. “SPCL Key Required For Feature Code Entry” Flag Unless programmed to use the Special key when entering a feature code, all keysets have “hot” keypad keys that allow dialing of feature codes, extension numbers, and trunk access codes without pressing the Special key or lifting the handset. As soon as a key- pad digit is pressed, the digit is recognized by the AXXESS System. There is a system-wide option called “SPCL Key Required For Feature Code Entry” that, if enabled, requires keyset users to always press the Special key before entering a feature code. Regardless of programming, if a keyset user presses the Special key while on hook, the display shows ENTER FEATURE CODE and the Executive Digital Keyset menu shows a list of feature codes. The user can enter the desired code or press a menu key. ∞ ∞ ∞ ∞ ∞
Page 79 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Feature Codes FEATURE CODES Each of the station features is assigned a feature code. Using the station’s keypad, these codes are entered to select trunks, process calls, and use special features. Complete explanations of the features and instructions for using them begin below. The codes shown on the following pages are the values that are assigned when the system is in the default state. If desired, they can be changed in database programming to any one- to five- digit value. Trunk Access Codes These feature codes are used for selecting trunks when placing outgoing calls. CAUTION Changing a feature code may affect the accessibility of other features. FEATURE NAME CODE DEFINITION Automatic Route Selection (ARS)9200 Allows the system to select the desired route for placing a call, as programmed in the database. This feature must be enabled in Premium Fea- ture Selection. Trunk Group Access 1-208 9201-9299 93000- 93107Selects an available trunk from a programmed group of trunks for placing an outside call. Emergency Calls 911 Entering this feature code selects an outgoing trunk and automatically dials the programmed emergency number (defaults to Trunk Group 1 and 911). Outgoing Call 8 Selects an outgoing trunk according to the pro- grammed outgoing access mode for that station. (Keysets use the OUTGOING key or a Call key.)
Page 80 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Feature Codes Station Feature Codes The following pages list the general feature codes. When a default feature key can be used in place of the feature code, it is indicated at the end of the explanation. Refer to page 61 for a listing of the default keyset feature keys. FEATURE NAME CODE DEFINITION Account Code – All Calls Following391 Allows the station user to enter a forced or optional account code that will apply to all calls following the entry of this feature code and will appear in the SMDR. To disable the All Calls Following feature, the feature code is entered again without an account code. Account Code – Optional 390 Allows the station user to enter an optional account code for SMDR reports during an out- side call. ACD Agent Login ACD Agent Logout ACD Agent Login/Logout To g g l e326 327 328These feature codes allow an ACD hunt group member (agent) to log into and out of the ACD hunt group(s). The agent will only receive calls through the ACD hunt group(s) while logged in. ACD Agent Wrap-Up Te r m i n a t e329 When an ACD agent completes a call, no other ACD hunt group call will ring at the station until the ACD Wrap-Up Timer expires or the agent enters this feature code to terminate the wrap-up session. Agent Help 375 The Agent Help feature allows a station user to request help from a designated “Agent Help Extension” during a two- or three-party call. Agent Help Reject 376 When a request-for-help call rings, the Agent Help Extension can choose to join the call or can enter this feature code to reject the request. Answer (Ringing Call) 351 Answers the call that has been ringing or hold- ing the longest at that station. Refer to page 104 for the priority list. (Keysets use the ANSWER key.) Automatic CO Access On/Off 360(Keysets Only) Allows the keyset user to deter- mine how ringing outside calls will be answered: simply by lifting the handset or pressing SPKR (automatic answer), or by lift- ing the handset or pressing SPKR and pressing a Call key, individual trunk key or the ANSWER key. Automatic IC Access On/Off 361(Keysets Only) Allows the keyset user to deter- mine how ringing intercom calls will be answered: simply by lifting the handset (auto- matic answer), or by lifting the handset and pressing the IC key (or a Call key, if there is no IC key).