Inter-Tel Axxess Administrators Guide

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Account CodesT
O CANCEL A QUEUE BEFORE THE CALLBACK:
Keyset: While on hook, press the CANCEL QUEUE key or QUEUE key. Or enter the
Queue Callback feature code (6). The display shows QUEUE REQUEST CAN-
CELED.
Single-Line Set: Lift the handset and enter the cancel Queue Callback feature code
(6). Hang up.
ACCOUNT CODES
Account codes are 3- to 12-digit codes that can be used in conjunction with the Station Mes-
sage Detail Recording (SMDR) feature to aid record keeping. Account codes can be assigned
to measure telephone use and/or to identify calls for customer billing. There are Standard,
Forced, and Optional types of account codes. The account code, when used, is recorded in the
SMDR report as soon as the call is completed. If more than one account code is entered during
a call, the last account code that was entered is recorded.
Database-Programmed Account Codes
Any station can be assigned a standard account code or one of six types of forced account
codes (four are ARS dependent). Or, if desired, the station can have no associated account
code.
There can be up to 256 standard and 256 forced account codes in the database (512 of each in a
triple- or quad-cabinet system).
The account code types are: 
•Standard: Standard account codes automatically appear in the SMDR printout to iden-
tify calls from this station. The station user is not required to enter any digits during the
call.
•Forced – All Calls Validated: If this type of account code is enabled, the user must
enter a forced account code before an outside call can be placed. 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. Stations with this account code type can-
not forward calls to outside telephone numbers.
•Forced – All Calls Non-Validated: With this account code type, the user must enter an
account code before placing an outside call. The code is not checked against any lists
and the call is allowed as soon as the code is entered. Stations with this account code
type cannot forward calls to outside telephone numbers.
•Forced – Local Toll Calls Validated: This account code type requires the user to enter
an account code after dialing a local toll call number (a toll call within the local area
codes) or a long distance call when using ARS. If the code matches one of the pre-pro-
grammed forced account codes in the database, the call is allowed. If the code does not
match, the call is blocked. Stations with this account code type cannot forward calls to
outside telephone numbers.
•Forced – Local Toll Calls Non-Validated: This account code type requires the user to
enter an account code after dialing a local toll call number (a toll call within the local
area codes) or a long distance call when using ARS. The code is not checked against
any lists and the call is allowed as soon as the code is entered. Stations with this
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Account Codes •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 dis-
tance 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. Stations with this
account code type cannot forward calls to outside telephone numbers.
•Forced – Long-Distance Toll Calls Non-Validated: When this account code type is
enabled, the user only has to enter an account code if the system detects that a long dis-
tance call (a toll call outside of the local area codes) has been dialed when the ARS is
used. The code is not checked against any lists and the call is allowed as soon as the
code is entered. Stations with this account code type cannot forward calls to outside
telephone numbers.
•None: If the user will not be required to enter an account code, this option is selected.
The user may still use optional account codes or enable the Account Code For All Calls
Following feature, as desired. 
If the AXXESS System is installed in a network, the network validates account codes against
the account code table on the same node as the caller. The account code follows the call as it
moves from node to node and appears on every SMDR record associated with the call. How-
ever, if an optional account code is entered during the call, that account code will be used in
the SMDR report.
If ARS Dial Rule #5 (Add Account Code) is enabled, the account code must be entered before
end of dialing for it to be included in the dialed digits. Forced, standard, and “all calls follow-
ing” account codes are automatically entered before the digits. If using an optional account
code, it must be entered after seizing a trunk, but before dialing the number, to be included in
the ARS digits.
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.
T
O ENTER AN OPTIONAL ACCOUNT CODE AFTER SELECTING A TRUNK OR WHILE ON AN OUTSIDE
CALL
:
  (1) Keyset: Press the Special key   and enter the Optional Account Code feature
code (390). (Display keysets show ENTER ACCT CODE.) The outside party, if any,
does not hear you enter the code.
Single-Line Set: Hookflash and enter the Optional Account Code feature code (390).
The outside party, if any, hears music until step 2 is completed.
  (2)Enter the account code using the keypad; keyset users may press a speed-dial key to
enter an account code number that has been stored in that speed-dial number location.
(Display keysets show numbers.) You hear a single progress tone when the code is
accepted. Single-line users are reconnected when the system accepts the account code.
(If an account code is entered that has fewer than the programmed maximum number of
digits, press   to return to the call. Pressing   will cancel the account code entry.)
∞
# 
						

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Account CodesEnabling 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 phone until the feature is canceled. The account code
is stored in system memory and is used for all calls made by that station. It affects other
account code programming as follows:
•Forced: If forced account codes are enabled for the station, the “all calls following”
account code is used for all calls and the station user will not be prompted to enter an
account code until the “all calls following” code is canceled. NOTE: If account codes
are validated, and the Account Code For All Calls Following is an invalid code, calls
will not be allowed at the station until the code is removed or reprogrammed.
•Standard: If standard account codes are enabled for the station, the “all calls follow-
ing” account code overrides the standard code. 
•None: If no forced or standard account codes are enabled for the station, the “all calls
following” code will be used as an optional account code.
•Optional: In the event that this feature is in effect and an optional account code is also
entered, the optional account code will override the “all calls following” account code
for that call only. All subsequent calls will be associated with the “all calls following”
account code. 
To cancel this feature, the feature code is entered without an account code (just press   to ter-
minate programming). 
T
O ENTER AN ACCOUNT CODE AND USE IT FOR ALL FOLLOWING CALLS:
  (1)Keyset: Enter the Account Code For All Calls Following feature code (391). (Display
keysets show ENTER ACCT CODE.)
Single-Line Set: Lift the handset and enter the Account Code For All Calls Following
feature code (391).
  (2)Enter the account code using the keypad; keyset users may press a speed-dial key to
enter an account code number that has been stored in that speed-dial number location. If
an account code is entered that has fewer than the programmed maximum number of
digits, press   to terminate the code. (Display keysets show numbers.) You hear a sin-
gle progress tone when the code is accepted.
T
O CANCEL THE ACCOUNT CODE FOR ALL CALLS FOLLOWING FEATURE:
  (1)Keyset: Enter the Account Code For All Calls Following feature code (391). (Display
keysets show ENTER ACCT CODE.)
Single-Line Set: Lift the handset and enter the Account Code For All Calls Following
feature code (391). 
  (2)If on hook, lift and replace the handset or press   to exit. If off hook, hang up.
#
#
# 
						

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Placing Calls On Hold
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 AXXESS 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 fea-
ture.
•System hold places the call on hold so that it can then be picked up directly at any key-
set station that has an individual trunk key and has allowed-answer and/or outgoing
access for the associated trunk, or at the station that placed it on hold. Attempting to
place a conference on system hold will place the conference on individual hold. Inter-
com calls cannot be placed on system hold. Single-line sets cannot place calls on sys-
tem hold; attempting to do so at a single-line station will place the call on individual
hold. In a network setting, when a user puts a trunk on system hold, only that user and
users on the same node as the trunk can access the call.
•Consultation hold allows a single-line set user to pause during a call, use other system
features, and then return to the caller by hookflashing. If a single-line set user attempts
to hang up after placing a call on consultation hold, the call recalls the station.
If a call remains on hold until the Hold timer expires, it recalls the station where it is on hold
and the Recall timer is started. If it is still unanswered when the Recall timer expires, it recalls
the station’s attendant and the Abandoned Call timer is started. (If the station does not have an
attendant, the call continues to recall at the station that placed it on hold.) If the call is not
answered before the Abandoned Call timer expires, the call is disconnected by the system.
For users’ convenience, the system has two Hold timers: Hold and Hold - Alternate. In the
default state, the Alternate timer is set for a longer time period than the Hold timer. However,
both timers are programmable. The “Alternate Hold Timer” station flag determines which
timer each station will use. If the flag is disabled, the station uses the Hold timer. If it is
enabled, the station uses the Alternate timer.
NOTE Keyset users can avoid the Hold timer by muting the microphone during a call instead
of placing the call on hold. If this is done, the caller will not hear music-on-hold and will not
recall the station.
INDIVIDUAL HOLD
TO PLACE AN INTERCOM OR OUTSIDE CALL ON INDIVIDUAL HOLD:
  (1)While on the call:
Keyset: Press the HOLD key or press the Special key   and enter the Individual
Hold feature code (336). You hear intercom dial tone and the Call key, individual trunk
key, or IC key flutters. 
Single-Line Sets: Hookflash and enter the Individual Hold feature code (336). You
hear intercom dial tone.
  (2)Hang up or place another call.
T
O RE T U R N TO THE CALLER ON INDIVIDUAL HOLD:
Keyset: Lift the handset and/or press the fluttering IC key for intercom calls, or the
Call key or individual trunk key (or the ANSWER key) for outside calls.
Single-Line Set: Lift the handset and enter the Individual Hold feature code (336).
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System Hold (Keysets Only)
SYSTEM HOLD (KEYSETS ONLY)
NOTE Intercom calls and conferences cannot be placed on system hold. If you attempt to do
so, the call or conference will actually be placed on individual hold.
T
O PLACE AN OUTSIDE CALL ON SYSTEM HOLD (KEYSETS ONLY):
  (1)While on a call, press the Special key   and enter the System Hold feature code
(335). You hear intercom dial tone and the associated Call key or individual trunk key
flutters.
  (2)Hang up or place another call.
T
O RETURN TO A CALL ON SYSTEM HOLD (KEYSETS ONLY):
At any keyset that shows a fluttering individual trunk key for the call and has allowed-
answer and/or outgoing access for that trunk, lift the handset and/or press the flutter-
ing key. 
At the keyset that placed the call on hold, press the fluttering individual trunk or Call
key
CONSULTATION HOLD
TO USE CONSULTATION HOLD (SINGLE-LINE SETS ONLY):
  (1)While on a call, hookflash to place the call on consultation hold. You hear three short
tones followed by dial tone.
  (2)You can place a call or enter a feature code.
NOTE If you hang up while the call is on consultation hold, the call will immediately
recall your station. If you hang up after dialing an extension number, the call will
transfer to that station.
  (3)Return to the caller on hold by hookflashing.
HOLD RECALL
TO ANSWER A HOLD RECALL:
When the recall rings at your station (display shows [station or trunk] RECALLING),
lift the handset or press the ANSWER key. (Executive Digital Keyset users can press
the ANSWER menu key.) Single-line sets are automatically connected; keyset users
may need to press the flashing Call or individual trunk key.
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Microphone Mute
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 key is lit when the
microphone is muted; the light will go off when you press the MUTE key to re-enable the
microphone.
If you press the MUTE key while speaking to an off-hook voice announce caller on the speak-
erphone, the handset microphone will be muted and the caller on the handset will not hear you
or the OHVA caller. When you press MUTE again, the handset microphone is re-enabled.
You cannot mute the microphone on your keyset while your call is on hold at another station.
M
UTING THE KEYSET MICROPHONE:
  (1)To temporarily turn off your microphone while on a call, press the MUTE key or
MUTE menu key, or press the Special key   and enter the Microphone Mute On/
Off feature code (314). The MUTE key is lit and the display shows MICROPHONE
MUTE ON. If off hook, do not hang up (unless you press the SPKR key first).
  (2)Press the lit MUTE key or UNMUTE menu key, or press the Special key   and
enter the feature code (314) to turn the microphone on. The MUTE key goes off and the
display shows MICROPHONE MUTE OFF.
∞
∞ 
						

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Call Waiting
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 dis-
abled for incoming intercom and outside calls. This flag is programmed on a station-by-station
basis.
The DID/E&M Receive Busy Instead Of Camp-On station flag determines whether E&M and
DID callers will receive busy signal or receive ringback and camp on when calling a busy sta-
tion. In the default state, busy tones are disabled and the callers will hear ringback while
camped on to the called station. This flag is programmed on a station-by-station basis.
T
O RES POND TO CALL WAITING USING A KEYSET:
NOTE If, while on a call, you hear a single camp-on tone and/or see the IC key, a Call key, or
an individual trunk key flashing fast, you have a call waiting. The display indicates the type of
call that is waiting (intercom, outside, recall, etc.). If you are a hunt group member, the display
shows the number of calls camped on to the hunt group. Do one of the following:
  (1)If you wish to end the current call, hang up. A waiting outside call rings as an incoming
call; an intercom call rings as a private call. Answer as usual.
If you wish to place the current call on hold, press the HOLD key or press the Special
key   and enter the Individual Hold feature code (336). The Call key, individual
trunk key, or IC key flutters (unless an intercom call is camped on, in which case the
IC key flashes fast until the camped on call is picked up, then the IC key flutters).
Answer the waiting call by pressing the flashing Call key, individual trunk key, or IC
key.
Executive Digital Keysets: You may press one of the following menu keys:
 •ANSWER: Press this key to end the current call and answer the ringing call.
 •SEND TO V-MAIL: This key appears only if you have an AXXESSORY Talk
mailbox. Press this key to transfer the call to your mailbox.
 •IC CALL TO DND: Pressing this key will send do-not-disturb tones to the caller. If
using a display keyset, the caller will see DO-NOT-DISTURB.
  (2)To return to the holding call: Press the fluttering individual trunk key, Call key, or IC
key.
T
O RES POND 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 wish to end the current call, hang up. The call rings at your station. Lift the hand-
set to speak to the waiting caller.
If you wish to place the current call on hold, hookflash and then enter the Individual
Hold feature code (336). You are connected with the waiting caller.
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Call Waiting   (2)To return to the first call on hold:
If you wish to end the current call, hang up. Return to the holding call by lifting the
handset and entering the Individual Hold feature code (336).
If you wish to place the current call on hold and connect with the original call: Hook-
flash and then enter the Individual Hold feature code (336) twice.
 T
O MOVE A CAMPED-ON INTERCOM CALL TO DO-NOT-DISTURB:
While on a call, you hear call waiting signals:
Executive Digital Keyset: Press the DO-NOT-DISTURB or IC CALL TO DND menu
key.
Other Keysets: Press the DND key or enter a Do-Not-Disturb feature code (370 or
372). The DND key lights. The intercom caller is no longer camped on and receives
do-not-disturb indications.
Single-Line Set: Hookflash and enter a Do-Not-Disturb feature code (370 or 372). The
intercom caller is no longer camped on and receives do-not-disturb indications. Hook-
flash twice to return to the current call. 
						

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Call Transfer
CALL TRANSFER
FEATURE CODES
There are two feature codes for transferring intercom and outside calls to other stations,
AXXESSORY Talk applications, hunt groups, off-node devices, or outside telephone numbers.
The call transfer options are as follows:
•Transfer to ring: You can transfer intercom or outside calls to another station, an
AXXESSORY Talk application, a hunt group, or an outside telephone number.
•Transfer to hold: Either intercom or outside calls can be transferred to another station
and placed on hold using this feature.
NOTE For information on screened and announced transfers from automated atten-
dants, refer to page 152 in AXXESS SYSTEM FEATURES and page 206 in AXXES-
SORY TALK FEATURES.
TRANSFERRING CONFERENCE CALLS
An established conference can be transferred to a station. While the transfer is taking place, the
parties in the conference remain connected to each other and may converse. The transfer will
appear at the destination station in the same manner as any other transferred call along with a
CONFERENCE TFR FROM (username) display and may be answered by the station user.
TRANSFER TO A SYSTEM FORWARD
When a station user transfers a call to the principal station of a system forwarding path, the
Handsfree Announce System Forward system-wide flag determines what the caller will hear. If
enabled, the caller will place a handsfree call to the principal station and can announce the
transfer (the call does not enter the forwarding path). If the option is disabled, the transferring
station user will hear ringing and can announce the call only if it is answered by the principal
station or one of the forwarding points.
TRANSFERS AND OUTSIDE CALLS
If a station user answers another call while a party is waiting on transfer hold, the waiting party
will be moved to individual hold at that station. If the Hold timer expires while a call is on
transfer hold, the call will recall the station. The station user must return to the call on hold and
begin the transfer process again.
There may be some reduction in voice volume when an outside call is transferred to an outside
telephone number depending on the quality of the trunks being used.
TRANSFER-TO-CONNECT STATION FLAG
If the Transfer-To-Connect Allowed station flag is enabled, an announced transfer call (includ-
ing 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 key or the
ANSWER key to answer the transferred call). 
If the user has a headset enabled, or if the station user picks up the handset for the initial call
and the transferring party disconnects, the transferred party will hear a single tone and then be
immediately connected without any further action from the station user. (Calls will not auto-
matically connect in handsfree speakerphone mode.) This flag only applies to keysets and is
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Transfer To Ring
TRANSFER TO RING
TO TRANSFER A CALL OR CONFERENCE:
  (1)Keyset: While on a call, press the TRANSFER key or press the Special key 
and enter the Transfer to Ring feature code (345). You hear intercom dial tone. The dis-
play shows TRANSFER CALL TO EXTENSION.
Single-Line Set: While on a call, hookflash. You hear tones followed by intercom dial
tone.
  (2)EITHER, Select an outgoing trunk group or press the OUTSIDE PHONE menu key,
and dial the desired telephone number. If all trunks in the trunk group are busy, select
another trunk group or camp on and wait for a trunk. If you hear repeating reorder
tones, you dialed a restricted telephone number. To return to the caller on transfer hold,
press the lit Call key, trunk key, or IC key (keyset) or hookflash twice (single-line set).
OR, Dial the desired extension number or press a speed-dial key, the VOICE MAIL
menu key, or the MESSAGE CENTER menu key. (Executive Digital Keyset users can
use the Directory feature by pressing the IC DIRECTORY menu key.) The number can
be a station extension number, 0 for the attendant, a hunt group pilot number, a voice
mail extension number, or a transfer-to-park location number.
a.Transfer to a station that is forwarded to voice mail: You hear repeating double
tones and the display shows DEST FORWARDED TO VOICE MAIL.
b.Transfer to voice mail: The system waits for you to enter the mailbox number
(display shows ENTER MAILBOX). Enter the desired mailbox number. (Execu-
tive Digital Keyset users can use the Directory feature by pressing the IC DIREC-
TORY menu key, if the system is validating mailbox numbers.) If you do not enter
a mailbox number before you hang up, the caller will be connected to the voice
mail unit and must enter the mailbox number after listening to the introductory
voice prompts.
c.Transfer-to-park: If transferring to a park location, complete the transfer. Then
page the desired party and announce the call. The party must reverse transfer the
call. Note that if the call is not answered, it will recall your station if transferred
directly or will recall the called park location’s attendant if transferred to hold.
  (3)If desired, wait for an answer and announce the call. If you are calling a device (such as
an automated attendant) that does not accept call announcements, the display shows
HANG UP TO FINISH TRANSFER.
  (4)You have the following options:
To complete the transfer: Hang up or press another Call key. The display shows
CALL TRANSFERRED TO (username).
To return to the caller: Press the fluttering Call key, trunk key, or IC key (keyset) or
hookflash twice (single-line set).
To try another station: Press the TRANSFER key or press the Special key 
and enter the Transfer to Ring feature code (345) and dial another extension number.
To transfer the call to hold when calling a station (KEYSETS ONLY): Press the
HOLD key or the TRANSFER-TO-HOLD menu key. Or press the Special key 
and enter the Individual Hold feature code (336). The call will not ring or send call
waiting signals until the Hold timer expires.
∞
∞
∞