Inter-Tel Axxess Administrators Guide

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Responding To Messages
RESPONDING TO MESSAGES
Viewing Waiting Messages
T
O VIEW RECEI VED MESSAGES AT A DISPLAY KEYSET:
  (1)If your MSG key is flashing, one or more messages are waiting and the display shows
YOU HAVE XX MESSAGES. 
Executive Digital Keyset: While on hook, press the VIEW MESSAGES menu key.
Then press PREVIOUS or NEXT to scroll to the desired message.
Other Keysets: While on hook, press the MSG key repeatedly to view waiting mes-
sages.
  (2)A displayed message will show MESSAGE RECEIVED FROM EXT XXXX. If
desired, you can answer or cancel a message while it is displayed, as described below.
Answering Messages
T
O ANSWER MESSAGES AT A DISPLAY KEYSET:
  (1)When the desired message is displayed (as described above), press the # key or the
REPLY menu key while on or off hook. Depending on how the message was left, an
intercom call is placed to either the station that left the message or your message center.
NOTE If, when you respond to the message, the called station is unavailable (does not
answer a private call, is busy, or is in do-not-disturb), your MSG key continues to flash
(and the display indicates a waiting message) unless you immediately leave a message
before hanging up or cancel the message after hanging up. The message waiting indi-
cations are cancelled automatically only when you have actually connected with the
called station. Message indications from voice mail will only be cleared if you save or
delete the waiting voice mail message. The MSG key will re-light if you clear the mes-
sage indication without saving or deleting the voice mail.
  (2)If the MSG key continues to flash, there is another message (display shows the next
message). Repeat step 1.
T
O ANSWER MESSAGES AT A NON-DISPLAY KEYSET OR SINGLE-LINE SET:
  (1)Keyset: If you see a flashing keyset MSG key, press the MSG key. Depending on how
the message was left, an intercom call is placed to either the station that left the mes-
sage or your message center.
Single-Line Set: If you hear single-line message waiting tones (six tones) after lifting
the handset or hookflashing when the station is idle, enter the Message feature code
(365). Depending on how the message was left, an intercom call is placed to either the
station that left the message or your message center.
If the called station does not answer, is busy, or is in do-not-disturb, you may hang up
or leave a message at that station before hanging up. You will continue to receive mes-
sage waiting indications (MSG key flash or tones), unless you left a message while
attempting to retrieve the message or canceled the message after hanging up. The mes-
sage waiting indications are canceled when you are actually connected with the called
station. Message indications from voice mail will only be cleared if you save or delete
the waiting voice mail message. The MSG key will re-light if you clear the message
indication without saving or deleting the voice mail.
  (2)If message waiting indications continue, there is another message. Repeat this proce-
dure. 
						

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Responding To Messages Canceling A Waiting Message
NOTE Message indications from voice mail will only be cleared if you save or delete the wait-
ing voice mail message. The MSG key will re-light if you clear the message indication without
saving or deleting the voice mail.
T
O CANCEL A DISPLAYED MESSAGE WITHOUT ANSWERING AT A KEYSET:
  (1)When the message you wish to cancel is displayed (as described on the previous page),
remain on hook and press the asterisk (*) key or the DELETE menu key. The message
is cancelled.
  (2)If the MSG key continues to flash, there is another message (display shows the next
message). Either respond to it or cancel it.
T
O CANCEL A MESSAGE WITHOUT ANSWERING AT A SINGLE-LINE SET OR WITHOUT DISPLAYING MES-
SAGES AT A KEYSET:
  (1)If you receive message waiting indications, enter the Cancel Current Message feature
code (368). The message is cancelled.
  (2)If you continue to receive message waiting indications, there is another message. Either
respond to it or cancel it.
Alternate Message Source
The Alternate Message Source feature was developed to enable a voice mail unit to leave mes-
sages through a station or hunt group that is designated as its alternate message source. When a
message is left on the voice mail unit for a station user that has an assigned mailbox, the called
station receives the message waiting indications. If it is a display keyset, the display shows
MESSAGE RECEIVED FROM [alternate message source] rather than from the voice mail cir-
cuit. When the station user retrieves the message, an intercom call is placed to the alternate
message source.
To make efficient use of multi-port analog voice mail units (not AXXESSORY Talk voice
mail applications), the ports are placed in a voice mail hunt group and the voice mail hunt
group’s pilot number is assigned as the alternate message source for each of the individual
voice mail ports. When a user responds to a message left by one of the voice mail ports, the
pilot number is automatically dialed and the call circulates through the hunt group until a voice
mail port is available. Without the alternate message source hunt group, the call would return
only to the port that left the message and would not circulate through the hunt group.
A station’s message center or alternate message source does not need to be on the same node as
the station. It can be a station, hunt group, AXXESSORY Talk application, or any off-node
device. 
						

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Off-Hook Voice Announce (OHVA)
OFF-HOOK VOICE ANNOUNCE (OHVA)
The Off-Hook Voice Announce (OHVA) feature allows an intercom caller (either single-line or
keyset) to establish voice contact with the called keyset user, even though the user already has
a call in progress on the handset. The called keyset user can then talk freely on both connec-
tions, using the handset for the original call and the speakerphone for the OHVA intercom call.
Note that the caller on the handset call will be able to hear the OHVA call.
In an AXXESS network, intercom callers can establish OHVA calls to keysets on other nodes. 
A PC Data Port Module (PCDPM) must be installed on Digital Keysets to provide the second-
ary voice path needed for the OHVA feature. The Analog 12- and 24-line keysets do not
require any additional equipment.
To enable the OHVA, the following must be completed: 
•The OHVA system flag must be enabled. (When the system is in the default state, this
flag is enabled.)
•Each data port-equipped keyset can be programmed for placing and/or receiving OHVA
calls. (By default, OHVA is disabled at the station level.) 
•Other keyset and single-line stations can be programmed for placing OHVA calls, as
desired. Keysets without PC Data Port Modules and single-line sets cannot receive
OHVA calls since they do not have secondary voice path circuitry. (By default, OHVA
is disabled at the station level.)
•DSS/BLF-equipped Digital Keysets can be programmed to override the Camp-On and
OHVA Screening timers and make “immediate” OHVA calls. This is a useful option for
attendant stations.
Any combination of OHVA-enabled and -disabled stations is available through database pro-
gramming. For example, all attendants may be programmed to make, but not receive, OHVA
calls, while other stations are allowed to receive, but not place, OHVA calls. 
OHVA calls cannot be processed if the secondary voice path or the speakerphone of the called
keyset is not available. This occurs when the keyset has a different OHVA call in progress, has
an active data call in progress, is on an active handsfree intercom or outside call, has handsfree
disabled, has a call being changed from handset to speakerphone, has a headset enabled, or is
in do-not-disturb. Also, OHVA calls are not possible if the caller is placing a private intercom
call or has the Ring Intercom Always feature enabled.
T
O PLACE AN OFF-HOOK VOICE ANNOUNCE CALL:
  (1)When placing an intercom
call to a busy OHVA-enabled
keyset, do not hang up. You
hear busy signals until the
Camp-On and OHVA Screen-
ing timers expire. (If you hear
music after the Camp-On
timer expires, conditions for
an OHVA call were not met
and you are camped-on. See
page 127.)
  (2)When the OHVA Screening timer expires (and if the keysets secondary voice path is
available), you are automatically connected to the called partys speakerphone.
OFF-HOOK VOICE ANNOUNCE
KEYSET WITH
PCDPM
Ext. 1103Ext. 1002ACTIVE
CALL ON
HANDSET
Caller places a call
to ext. 1002 and
hears busy signalDisplay shows INTERCOM
CALL FROM 1103
After 5 seconds, call is
established on speaker, if not
blocked. 12
3 
						

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Off-Hook Voice Announce (OHVA) T
O PLACE AN IMMEDIATE OFF-HOOK VOICE ANNOUNCE CALL (KEYSETS WITH DSS/BLF KEYS ONLY):
NOTE This method can only be used if the database has been programmed to allow keysets
with DSS/BLF keys to bypass the Camp-On and OHVA Screening timers.
  (1)When an intercom call is placed using the DSS/BLF key, to a busy OHVA-enabled key-
set, do not hang up.
  (2)Press the DSS/BLF key for that keyset again. If the keyset’s secondary voice path is
available, you are immediately connected and may speak.
T
O RE C E I V E AN OFF-HOOK VOICE ANNOUNCE CALL (OHVA-ENABLED KEYSETS ONLY):
  (1)While on a call using the handset, you hear a camp-on tone (display shows CALL
ANNOUNCE FROM [username]). Do nothing. When the OHVA Screening timer
expires, you hear a double tone. You are connected with the intercom caller via the
speakerphone. Your original call remains connected on the handset.
NOTE If you press MUTE while speaking to the caller on the speakerphone, the hand-
set microphone will be muted and the caller on the handset will not hear you or the
OHVA caller. Press MUTE again to enable the handset.
  (2)To terminate the OHVA call: Press the lit SPKR key or have the OHVA caller hang
up. If you terminate the original call by hanging up the handset, you remain connected
to the OHVA call in the handsfree intercom mode.
T
O BLOCK AN OFF-HOOK VOICE ANNOUNCE CALL (OHVA-ENABLED KEYSETS ONLY):
  (1)While on a call using the handset, you hear a camp-on tone (displays CALL
ANNOUNCE FROM [username]). To cause the intercom call to camp on, press the
SPKR key. The IC key flashes.
  (2)If you wish to send do-not-disturb signals to the camped-on call, press the DND key. 
						

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Outside Calls
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 154).
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. They include placing calls on hold, call waiting, call transfer, reverse transfer, confer-
encing, and call forwarding. Refer to page 104 for an explanation of outgoing-access, allowed-
answer, and ring-in assignments. 
PLACING OUTSIDE CALLS
Keysets can be programmed to select a trunk, a trunk group, or ARS when a Call key is
pressed. In the default state, all Call keys are programmed for ARS access. 
On display keysets, the dialed number is displayed with hyphens separating the toll field, equal
access field, area code, office code, hookflashes, pauses, asterisks, pounds, Centrex codes, and/
or absorbed digits. When the system absorbs local trunk digits, the digits are displayed even
when they are not dialed. (For example, if 423 is absorbed and 6767 is dialed, 423-6767 is dis-
played.)
NOTE When placing a call, begin dialing before the Dial Initiation timer expires. If the timer
expires, the system drops the trunk connection and sends repeating reorder tones. This prevents
a trunk from being tied up accidentally.
T
O PLACE AN OUTSIDE CALL:
  (1)Lift the handset. (Keyset users can dial on hook by skipping this step.)
  (2)Select an outgoing trunk, using one of the methods below. The associated individual
trunk or Call key flashes slowly. (If on hook, the SPKR key is lit.) NOTE: Yo u  m u s t
have outgoing access to a trunk to seize it.
Executive Digital Keyset: Press the OUTGOING menu key.
Any Keyset: Select a trunk using one of the following methods:
a.Press an individual trunk key for direct access.
b.Enter a trunk group access code (9201-9299, 93000-93003) or press a trunk group
key. This selects a trunk in the chosen trunk group. (If the group has not been pro-
grammed, the display shows NO TRUNKS IN TRUNK GROUP.)
c.If your station is programmed to select a trunk group when a Call key is pressed,
press a Call key for outgoing access.
d.Refer to the Automatic Route Selection (ARS) procedure on the next page.
e.Enter the Outgoing Calls feature code (8). This automatically selects an outgoing
trunk according to the programmed outgoing access mode for your station.
Single-Line Set: Select a trunk using one of the following methods:
f.Enter the Outgoing Call feature code (8). This automatically selects an outgoing
trunk according to the programmed outgoing access mode for your station.
g.Enter a trunk group access code (9201-9299, 93000-93003).
h.Refer to the Automatic Route Selection (ARS) procedure on the next page. 
						

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Placing Outside Calls   (3) You hear one of the following signals:
a.Outside dial tone: Manually dial, speed dial, or redial the desired telephone num-
ber or use the outside directory. (Display keysets show the numbers dialed. When
dialing is ended and the call is determined to be valid, the display shows the
elapsed time and call cost.) If you hear repeating reorder tones, you dialed a
restricted number. Also, if you dial too slowly and the Interdigit timers expire, the
call may be dropped, and you will hear repeating reorder tones. If using a keyset
that is on hook, you may lift the handset to speak privately. Go to the next step. On
keysets, an individual trunk or Call key flashes slowly and the display shows the
call cost and elapsed time.
Executive Digital Keyset users may press one of the following menu keys:
1.OUTSIDE DIR: This key appears only if you are using ARS. Press the key to
use the outside directory as described on page 181.
2.STN SPEED DIAL: Press this key to use a station speed-dial number as
described on page 176.
3.SYS SPEED DIAL: Press this key to use a system speed-dial number as
described on page 174.
4.REDIAL: Press this key to redial the last number dialed (or saved) as
described on page 186.
b.Single progress tone: Enter a forced account code using the keypad keys or a pre-
programmed speed-dial key (refer to page 141). The display shows ENTER
ACCOUNT CODE and the digits as they are entered. You hear outside dial tone
when the code is accepted. On keysets, an individual trunk or Call key flashes
slowly.
c.Repeating reorder tones: You are restricted from the trunk group chosen; choose
another trunk group. Or, you are restricted to using ARS only; try again using ARS
(see paragraph ). The display shows OUTGOING ACCESS DENIED.
  (4)After dialing the call, you can place it on hold, transfer it, set up a conference, enter
optional account codes, etc. as described in this manual. Executive Digital Keysets have
menu keys for easy use of outside call features.
If you dialed an invalid or restricted telephone number, you hear reorder tones and the
display shows INVALID OUTSIDE NUMBER or RESTRICTED OUTSIDE NUM-
BER.
  (5)To use the speakerphone, if equipped: If off hook, speak handsfree when the party
answers. If on hook, press SPKR and hang up.
To change from speakerphone to handset: Lift the handset and speak. The SPKR
key goes off. You may later transfer back to the speakerphone by pressing the SPKR
key and hanging up.
  (6)To terminate the call: If on hook, disconnect by pressing the SPKR key. If off hook,
hang up. 
						

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Placing Outside CallsT
O PLACE A CALL USING AUTOMATIC RO U T E SELECTION:
  (1)Keyset: While on or off hook, enter the Automatic Route Selection feature code (9200),
or press the ARS key. You hear dial tone.
Single-Line Set: Lift the handset and enter the Automatic Route Selection feature code
(9200). You hear a single progress tone followed by dial tone.
NOTE If required, enter a forced account code using the keypad or a pre-programmed
speed-dial key (see page 141). Display keysets show ENTER ACCOUNT CODE and
the digits as they are entered. You hear a progress tone when the code is accepted. 
  (2)Dial the telephone number. Use the MUTE key to backspace if you make a mistake.
Include the area code, if needed. You hear one of the following signals.
a.Single progress tone: Your call is being placed. The associated individual trunk or
Call key flashes slowly. Executive Digital Keyset users have the same options as
described for outgoing calls on the previous page.
b.Busy signals, then music: All of the trunks in the route group are busy. 
1.Camp-on and wait for the trunk.
2.To request a callback (queue): The system places your station in a queue for
the trunk. When you hear ringing and the display shows TG XXXX [or group
name] IS NOW AVAILABLE, lift the handset; keyset users may also need to
press the fast flashing Call key or individual trunk key (or the ANSWER key).
You hear dial tone and digits being dialed. The associated individual trunk or
Call key flashes slowly.
3.Repeating reorder tones: You are restricted from the number dialed or from
using the route selected. The display shows INVALID OUTSIDE NUMBER
or RESTRICTED OUTSIDE NUMBER. If the number that you dialed does
not match any of the programmed ARS route group patterns, the display
shows UNABLE TO ROUTE CALL. 
						

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Receiving Outside Calls
RECEIVING OUTSIDE CALLS
TO RE C E I V E AN OUTSIDE CALL:
Keyset:
You will hear one of the following signals when receiving an outside call.
Repeating long tones and a Call key or individual trunk key is flashing at the fast
rate: A call is ringing in. Lift the handset and/or press the flashing individual trunk
key, flashing Call key, or ANSWER key. (Executive Digital Keyset users with a pro-
grammed voice mail extension can press the SEND TO V-MAIL menu key to transfer
the call to voice mail.) The individual trunk or Call key flashes slowly during the call.
(Display keysets show [trunk name] RINGING IN.)
Intercom call or page announcing a call and a Call key or individual trunk key is
flashing at the fast rate: A call has been transferred to your station. Lift the handset
and/or press the flashing individual trunk key, flashing Call key, or ANSWER key.
(Executive Digital Keyset users with a programmed voice mail extension can press the
SEND TO V-MAIL menu key to transfer the call to voice mail.) The individual trunk
or Call key flashes slowly during the call. Display keysets show TG XXXX [or group
name] TFER FROM EX XXXX [or user name].
An individual trunk key is flashing at the fast rate, there is no ring signal, and
you have allowed answer for the trunk. You may hear ringing on another keyset:
Press the fast-flashing individual trunk key as described above or enter the Automatic
Trunk Answer feature code (350). (The ANSWER key cannot be used to answer these
calls.)
Single-Line Set:
You hear a page announcing a transfer and/or repeating long tones: A call is ring-
ing in. Lift the handset; you are connected to the caller.
You hear a call ringing in on another station and you have allowed answer: Lift
the handset and enter the Automatic Trunk Answer feature code (350). You are con-
nected to the lowest-numbered trunk ringing in for which you have allowed answer.
T
O RE C E I V E A CALL THAT WAS TRANSFERRED TO HOLD:
When you hear a page announcing that an outside call is holding at your station (a Call key or
individual trunk key is fluttering):
Keyset: Lift the handset and/or press the fluttering Call key or individual trunk key, or
press the ANSWER key. You are connected to the caller.
Single-Line Set: Lift the handset and press the HOLD key or enter the Individual Hold
feature code (336). You are connected to the caller. 
						

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Keyset On-Hook Monitoring
KEYSET ON-HOOK MONITORING
A keyset 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.
T
O USE ON-HOOK MONITOR:
  (1)While on a call, press the SPKR key and hang up. If you do not want to be heard and if
the MUTE key is not lit, press the MUTE key or MUTE menu key, or press the Special
key   and enter the Microphone Mute On/Off feature code (314). You can hear
the other party (if the microphone is muted, you cannot be heard). The SPKR key is lit
(and the MUTE key is lit if the microphone was muted).
  (2)To return to the conversation: You may lift the handset or speak handsfree. (If the
microphone was muted, press the lit MUTE key or the UNMUTE menu key to speak.
The MUTE key goes off.)
KEYSET GROUP LISTEN FEATURE
The Group Listen feature allows a keyset user to transmit a conversation over the keyset
speaker while in handset or headset mode. This allows other people in the room to listen to the
conversation. However, the keyset microphone remains disabled so that only the headset or
handset user can speak.
This feature cannot be used on a handsfree call. The user must be on a call using the handset or
a headset before entering the feature code. Group Listen cannot be used on single-line sets.
T
O TURN THE GROUP LISTEN FEATURE ON OR OFF DURING A CALL: 
While on a call using the handset or a headset, press the Special key   and enter
the Group Listen feature code (312). You hear a confirmation tone and the display
shows GROUP LISTEN ON or GROUP LISTEN OFF. (The other party will not hear
the confirmation tone.)
When the Group Listen feature is active in handset mode, the SPKR lamp will remain unlit.
This allows the user to place the call into handsfree mode at any time during the call by press-
ing the SPKR key. When the feature is active in headset mode, the SPKR lamp is lit. Pressing
the key will disconnect the call.
The Group Listen feature code can be programmed under a feature key or DSS/BLF key just
like any other feature. The key functions as a toggle. If the key has a lamp, it is lit when the
feature is activated and unlit when the feature is turned off.
If the Group Listen feature is active when an OHVA call is received by the keyset, the OHVA
call will camp on (because the speaker is busy). 
∞
∞ 
						

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Trunk Camp On And Busy Trunk Callback (Queue)
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) calls.
Camp On
When a station user attempts to select a busy outgoing trunk or trunk group, the system sends a
busy signal. The station user can wait off hook to camp on until the trunk is available.
A user can camp on to busy resources on other nodes and will hear the other node’s music-on-
hold while camped on. When the system has several routing options for a call, it tries to use
each route, in order, until it finds a free route. If it is unable to find a free route, the system tries
once again to use the first route. If the first route is still busy, the system camps on to the first
route.
T
O CAMP ON TO AN OUTGOING TRUNK GROUP:
  (1)When you hear a busy signal after selecting an outgoing trunk, do not hang up. You
camp on and hear music until a trunk in the trunk group is available. The display shows
WAITING FOR [trunk name].
  (2)When you hear a single progress tone and outside dial tone, dial the desired telephone
number. The associated Call key or individual trunk key flashes slowly.
Busy Trunk Callback (Queue)
 If you attempt to select a busy outgoing trunk group and hear a busy signal or if you camp on,
you can request a callback (queue) and hang up until the system signals your station that a
trunk in the trunk group is available. Each station can place only one queue request at a time. If
a second request is made, the first request is cancelled and replaced by the second request.
A user cannot queue onto busy resources on another node.
Queue callbacks must be answered before the Queue Callback timer expires. If a callback is
not answered, the queue is cancelled. If the station is busy when a trunk in the queued trunk
group becomes available, the queue request is placed at the end of the queue list.
T
O QUEUE A BUSY OUTGOING TRUNK:
  (1)Keyset: When you hear a busy signal while selecting a trunk or if you are camped on,
press the QUEUE key or press the Special key   and enter the Queue Callback
feature code (6) and hang up. The display shows QUEUE REGISTERED FOR [trunk
name].
Single-Line Set: When you hear a busy signal while selecting a trunk or if you are
camped on, hookflash and enter the Queue Callback feature code (6). Hang up.
  (2)Your station rings when the queued trunk is available. (Display keysets show TG
XXXX [or group name] IS NOW AVAILABLE.)
  (3)Keyset: Lift the handset and/or press the fast-flashing Call key, individual trunk key, or
the ANSWER key. Then dial the desired telephone number. The associated Call key or
individual trunk key flashes slowly. If ARS was used when the call was placed origi-
nally, the number is dialed automatically.
Single-Line Set: Lift the handset and dial the desired number. If all DTMF decoders
are busy when your station is called back, the system sends repeating reorder tones
instead of dial tone and the queue is cancelled. If ARS was used when the call was
placed originally, the number is dialed automatically. 
∞