Inter-Tel Axxess Administrators Guide

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Transfer To Hold
TRANSFER TO HOLD
A call transferred to hold at a station does not ring or send a display message while holding.
After the Hold timer expires, the station rings or sends call waiting signals. Also, calls trans-
ferred to hold do not recall the transferring party; they recall the receiving party’s attendant if
unanswered after the Hold and Recall timers expire. Besides the procedure listed below, keyset
users have an alternative method for transferring calls to hold; refer to step 4 in the previous
procedure.
T
O TRANSFER A CALL TO HOLD:
  (1)Executive Digital Keyset: While on a call, press the TRANSFER-TO-HOLD menu
key. The display shows TRANSFER CALL TO EXTENSION.
Other Keysets: While on a call, press the Special key   and enter the Transfer
To Hold feature code (346). The display shows TRANSFER CALL TO EXTENSION.
Single-Line Set: While on a call, hookflash and enter the Transfer To Hold feature
code (346).
  (2)Dial the desired extension number. (Executive Digital Keyset users can use the Direc-
tory feature by pressing the IC DIRECTORY menu key.)
  (3)Hang up to complete the transfer.
T
O PICK UP A CALL THAT WAS TRANSFERRED TO HOLD:
If a call was transferred to hold at your station:
Keyset: When your IC key, a Call key, or individual trunk key is fluttering, lift the
handset and/or press the fluttering key (or the ANSWER key for an outside call). You
are connected to the caller.
Single-Line Set: Lift the handset and enter the Individual Hold feature code (336).
You are connected to the call.
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. If unanswered, it recalls the transferring party’s attendant and the Aban-
doned Call timer is started. (If the transferring station has no attendant, the call continues to
recall at the transferring station.) If the call is not answered before the Abandoned Call timer
expires, the call is disconnected by the system. 
In a network, a station’s transfer recall destination can be an off-node device.
T
O ANSWER A TRANSFER RECALL:
Keyset: When the recall rings at your station, the display shows (username) RECALL-
ING FROM (username). Lift the handset and/or press the ANSWER key. Press the
medium-flashing Call key or individual trunk key, or press the ANSWER key if the
call is not automatically connected.
Single-Line Set: If you hear a repeating signal of four tones and a pause, lift the hand-
set. You are immediately connected
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Call Screening
CALL SCREENING
Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing
Announcement application can be screened, announced, or unannounced. Separate program-
ming flags in the database determine the methods used for transferring calls to stations with
mailboxes, stations with extension IDs, and extensions without mailboxes or IDs. 
When a call is received by an automated attendant or Call Routing Announcement application
and the caller enters an extension number, the programmed Transfer Method determines how
the call will be transferred. The Transfer Method flags can be programmed in the database. If
allowed in mailbox programming, they can also be programmed by the mailbox user. (See
page 232 in AXXESSORY TALK FEATURES.) The available Transfer Methods are as fol-
lows:
•Announce Only: The caller is asked to state his or her name. Then the call is transferred
to the associated extension number. When the station user answers the transfer, the
AXXESSORY Talk plays the caller’s name and completes the transfer.
•Screened: The caller is asked to state his or her name. Then the call is transferred to the
associated extension number. When the station user answers the transfer, the AXXES-
SORY Talk plays the caller’s name. The station user has the options of replaying the
name, sending the call to voice mail (if the extension has a mailbox), transferring the
call to another extension, accepting the call, or rejecting the call.
•Unannounced: The call is transferred to the associated extension number without
announcing the call. This is the default method.
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 the automated attendant or a Call Routing Announcement
application:
•“Announce Only” Calls: When the caller enters your extension number, the system
asks the caller to record his or her name. The AXXESSORY Talk then places a private
call to your station. When you answer, it plays “You have a call from (callers name).”
It then completes the transfer and the transferred call rings at your station. Answer as
usual.
•“Screened” Calls: When the caller enters your extension number, the system asks the
caller to record his or her name. The AXXESSORY Talk then places a private call to
your station. When you answer, it plays “You have a call from (callers name),” and
gives you the following options:
—To accept the call, press 
 or the ACCEPT menu key. The call will ring at your
station.
—To replay the announcement, press 
 or the REPLAY menu key.
—To send the call to voice mail, press 
 or the SEND TO V-MAIL menu key. The
caller is transferred to your mailbox and hears your personal greeting.
—To forward the call to another extension, press 
 or the FORWARD menu key.
Then enter the extension number. The call is sent to the other station. If that station
has screened or announced transfers, the callers name will be played again for that
station.
—To refuse the call, press 
 or the REFUSE menu key, or simply hang up. The
caller receives a recording that says you are not available and offers them the
option of leaving a message.
•“Unannounced” Calls: This is the default method for transferring a call. The call is
transferred to your station without any kind of announcement.
#
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Reverse Transfer
REVERSE TRANSFER
Calls ringing or recalling at a station, a hunt group, or a transfer-to-park location can be picked
up at any other station, using this feature. Calls on hold can also be picked up from stations and
from transfer-to-park locations. 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. Calls are selected in the following order, and if more than one
call of the same type is at the station, the calls are picked up in the order they were received:
  (1)Ringing calls
  (2)Camped-on calls
  (3)Holding outside calls
  (4)Holding intercom calls
If a call is reverse transferred from a hunt group announcement or overflow station, and a sta-
tion in the hunt group becomes available, the call will be disconnected from your station
immediately when answered by the hunt group station.
A call cannot be reverse transferred from a station within a hunt group, using the pilot number,
if the call was not a hunt group call. To reverse transfer the call, use the station’s extension
number, not the pilot number of its hunt group.
There is a programmable station flag called “Transient Call Indication On Call Answer” that
determines whether the station user will see a call display when reverse transferring a call (or
using a secondary extension key). If the flag is enabled, the display will indicate whether the
call was ringing, recalling, transferred, or holding at the other station.
T
O REVERSE TRANSFER A CALL:
EITHER, Lift the handset (keysets can remain on hook) and enter the Reverse Trans-
fer (Call Pick-Up) feature code (4), then dial the extension or pilot number where the
call is ringing or holding. You are automatically connected to the caller.
OR, Lift the handset (keysets can remain on hook) and dial the extension or pilot num-
ber where the call is ringing or holding, then press the Special key   or hook-
flash and enter the Reverse Transfer (Call Pick-Up) feature code (4). You are
automatically connected to the caller.
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Conference Calls
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). Additional channels can be
added, via DSP programming on the Options card, to support conferencing.
NOTE During a conference, some reduction in voice volume may be noticed, depending on
CO trunk quality.
During a conference, if any station user presses a keypad key, the DTMF tones will be heard
by all other parties in the conference. This allows conference callers access to DTMF-con-
trolled devices.
 An established conference can be transferred to another station, using the call transfer feature
described on page 149. 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 (user-
name) display and may be answered by the party.
In a network setting, a user can build a conference with party members (stations and/or trunks)
on other nodes. The conference circuits used to build the conference will be allocated from the
originating party’s node. Any party, not just the originating party, can add a party member to
the conference.
•If the party who adds the new member is on the originating party’s node, the party will
be added to the conference circuit already allocated. This conference is still restricted to
the four party limit. 
•If the party who adds the new member is not on the originating party’s node, a new con-
ference circuit is allocated from the second node. Because this allows more than four
parties in a conference, users should be warned that voice levels can be degraded as
more parties are added to the conference. 
PLACING A CONFERENCE CALL
TO PLACE A CONFERENCE CALL:
  (1)While on a call:
Keyset: Press the CNF key or press the Special key   and enter the Conference
feature code (5). The party is on conference wait hold (hears music) and the CNF key
flutters. The display shows CALL NEXT PARTY TO CNF.
NOTE REGARDING TRUNK SECURITY
While this system is designed to be reasonably secure against CO trunk misuse by outside
callers, there is no implied warranty that it is invulnerable to unauthorized intrusions and
toll fraud. If the central office does not provide supervision it will not disconnect the call
when one party hangs up; it is possible for a caller to remain connected to a CO trunk cir-
cuit. If this happens, and the caller begins dialing, the call could be placed through the
AXXESS System and would then be billed to the system’s owner. The system cannot check
this type of call for toll restriction and may not register the call in SMDR. This problem
could arise when a call is connected to a station, when a call is in an unsupervised confer-
ence, or when a call is forwarded or transferred to the public network.
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Placing A Conference CallSingle-Line Set: Hookflash and enter the Conference feature code (5). The party is on
conference wait hold (hears music). 
  (2)Place an intercom or outside call to another party (or return to a call on hold) to be
included in the conference. Executive Digital Keysets users can press the IC DIREC-
TORY or OUTSIDE DIR menu key to look up numbers, if desired.
NOTE An existing conference is not a valid “party” for another conference.
  (3)Place the party on conference wait hold:
Keyset: Press the CNF key again. Or press the Special key   and enter 5 again. 
Single-Line Set: Hookflash and enter the Conference feature code (5). The party is on
conference wait hold (hears music). 
  (4)Repeat steps 2 and 3 until all desired parties are on conference wait hold (or the maxi-
mum allowed number has been reached).
  (5)Connect all waiting parties in the conference:
Executive Digital Keyset: Press the CONNECT TO CONFERENCE menu key. All
parties are connected. (Display shows CNF IN PROGRESS.) The CNF key and a Call
key flash slowly. You can use the following menu keys:
—HOLD: Press this key to place the conference on hold.
—DISCONNECT: Press this key to remove your station from the conference. If there
are no other stations in the conference, all parties are disconnected. If there is still
another station in the conference, the parties remain connected.
—ADD PARTY: This key appears only if you have not reached the maximum number
of allowed parties. Press this key to leave the conference parties connected while
you place another call to be added to the conference.
—MUTE: Press this key to turn the keyset microphone on or off during the confer-
ence.
—TRANSFER CNF: Press this key and enter an extension number to transfer the
conference to another station or the Voice Mail application.
Other Keysets: Press the CNF key again. Or press the Special key   and enter 5
again. All parties are connected. (Display keysets show CNF IN PROGRESS.) The
CNF key and a Call key flash slowly. 
Single-Line Set: When all parties are on conference wait hold, hookflash and enter the
Conference feature code (5). All parties are connected.
NOTE If the number of parties in your conference exceed the capacities of the system
resources, you will hear reorder tone and see a display that tells you MAX NUMBER OF
PARTIES EXCEEDED. To complete the conference setup, return to the parties on conference
wait hold one by one (keyset users press the associated Call or IC key, single-line set users
enter the Individual Hold feature code twice) and release parties until there are fewer than the
maximum. Then repeat step 5 to connect the conference.
∞
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Add Parties To A Conference
ADD PARTIES TO A CONFERENCE
TO ADD PARTIES TO AN EXISTING CONFERENCE (ANY INSIDE PARTY):
NOTE This procedure cannot be performed if the maximum number of conference participants
has been reached.
Keyset:
  (1)During the conference, press the CNF key. The other parties remain connected. The
Call key and CNF key flutter.
  (2)Place an intercom or outside call to the other party (or return to a call on hold) to be
included in the conference and press the CNF key.
  (3)To connect all parties in a conference: Press the CNF key again.
  (4)To add another party: Repeat steps 1-3 again.
Single-Line Set:
  (5)During the conference, hookflash. The other parties remain connected.
  (6)Place an intercom or outside call to the other party to be included in the conference (or
return to a call on hold). Hookflash and enter the Conference feature code (5).
  (7)To connect all parties in a conference: Hookflash and enter the Conference feature
code (5) again.
  (8)To add another party: Repeat steps 1-3 again.
EXITING A CONFERENCE
There are several options for leaving the conference:
•Exit the conference by hanging up. The other parties remain connected only if at least
one is a station (inside party). You cannot return to the conference. If there are no sta-
tions remaining in the conference, it is disconnected.
•Leave the conference and allow the outside parties to remain connected by pressing the
CNF key or entering the Conference feature code (refer to paragraph 24.9). You can
return to the conference at any time.
•End the conference and place all of the parties on individual hold (refer to paragraph
24.10). You can return to the parties one at a time.
•Place the entire conference on hold (refer to paragraph 24.13). The conferenced parties
remain connected.
NOTE If a user attempts to place a conference call on system hold, the conference will
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Exiting A ConferenceExiting And Re-Entering The Conference 
T
O EXIT THE CONFERENCE AND LEAVE THE OTHER PARTIES CONNECTED (ANY INSIDE PARTY):
Keyset:
During the conference, press the CNF key and hang up. The CNF key and a Call key
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. The recall rings at your
station and the CNF key flashes at the medium rate (display shows CONFERENCE
RECALLING). Press the CNF key to return to the conference. If the recall is not
answered before the Recall timer expires, it will recall the attendant.
To return to the conference: Lift the handset and/or press the CNF key again.
Single-Line Set:
During the conference, hookflash and hang up.
NOTE If the Hold timer expires while you are out of the conference, the parties recall
your station. When the recall rings at your station, lift the handset to answer the recall.
If the recall is not answered before the Recall timer expires, it will recall the attendant.
To return to the conference: Lift the handset and/or enter the Conference feature
code (5).
End The Conference And Place All Parties On Hold 
T
O END THE CONFERENCE AND PUT ALL PARTIES ON HOLD (ANY INSIDE PARTY):
Keyset:
During the conference, press the CNF key and hang up. The CNF key and a Call key
flutters. The parties are still connected in a conference.
To place the parties on individual hold: Press the HOLD key or enter the Individual
Hold feature code (336). You can then return to each party individually by pressing the
associated Call or IC key.
Single-Line Set:
During the conference, hookflash and hang up. The parties are still connected in a con-
ference.
To place the parties on individual hold: Lift the handset and enter the Individual
Hold feature code (336). You can then return to each party individually by entering the
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Exiting A Conference Placing The Entire Conference On Hold
Any inside party involved in a conference can place the conference on hold at his or her sta-
tion. 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. Note, however, that a confer-
ence may not be terminated while it is on hold.
Once a station user has moved a conference to hold, the user may, if desired, establish another
conference. Because each conference is established under a separate Call key, it is possible for
the user to have access to any individual conference for further call processing. If the user
elects to use the CNF key for conference access, the CNF key will rotate through the confer-
ences in priority order. The CNF key will always reflect the status of the top-priority confer-
ence. The priority order for the CNF key when multiple conferences are in effect is:
•Conference or call on transfer hold
•Ringing (ring in, recall, or camp on) conference
•Conference on hold
•Active conference
T
O PLACE THE CONFERENCE ON HOLD (ANY INSIDE PARTY):
  (1)During a conference call:
Keyset: Press the HOLD key or press the Special key   and enter the Individual
Hold feature code (336). The conferenced parties remain connected. The call and CNF
keys flutter. 
Single-Line Set: Hookflash and then enter the Individual Hold feature code (336). The
conferenced parties remain connected.
NOTE If you do not return to the conference before the Hold timer expires, the confer-
ence will recall your station. If the recall is not answered, the conference will recall to
your attendant’s station. At the attendant, the call will be terminated automatically after
the Abandoned Recall timer if no inside parties are still in the conference and if it is
not answered by the attendant. (If the attendant answers the call, a conference is re-
established with the attendant station as one of the conference parties.)
  (2)To return to the conference:
Keyset: Press the HOLD key, CNF key, or the fluttering Call key.
Single-Line Set: Lift the handset and enter the Conference feature code (5).
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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Record-A-Call
RECORD-A-CALL
NOTE This feature must be enabled in Premium Features.
If your system is programmed with an AXXESSORY Talk Record-A-Call application, the sta-
tions 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.
Users can retrieve the recorded messages later, just as they would any other mailbox messages. 
When a user requests the Record-A-Call feature, the system establishes a conference call with
the current call parties and a mailbox. If there are no conference circuits available when the
user requests Record-A-Call, or if there are already four parties on the call, the user hears reor-
der tones and cannot use the feature. 
The Record-A-Call mailbox records the call as a voice mail message. All parties will be
included in the recording. If desired, the Record-A-Call mailbox can be programmed to play a
message announcing that the Record-A-Call feature is in progress. There can be separate mes-
sages for day and night modes.
To signal to the other parties that the Record-A-Call feature is in use, a system-wide Record-A-
Call Tone flag can be enabled during system programming. If the flag is disabled, there will be
no alerting tone. If enabled, the beep will occur periodically throughout the call. The Record-
A-Call Tone Interval timer determines how often this tone is generated. If the timer is set to 0,
the tone is generated only when the feature is first activated. 
There are three ways a station can be programmed to use this feature:
•The station can be programmed to use its personal mailbox, or another mailbox, as the
assigned Record-A-Call mailbox. Only this assigned mailbox can be selected. (This is
the default programming for all stations.)
•The station can be programmed with a default mailbox box, but with the option of
selecting a different mailbox. If the user chooses to not enter a mailbox number, the sys-
tem automatically selects the default mailbox.
In a network setting, the Record-A-Call destination does not have to be on the same node as
the station, but the AXXESSORY Talk must be programmed with a mailbox for that station.
When the requesting station user hangs up, all parties are automatically disconnected. If all
parties on the call hang up, except the requesting station user, an intercom call will remain con-
nected between the requesting station and the Record-A-Call application. This allows the user
to make additional comments before ending the recording.
When the station user turns off Record-A-Call or ends the call being recorded, the system
delivers the message to the mailbox. The associated station will receive message waiting indi-
cations as usual.
Record-A-Call can be used during Agent Help and three-party conference calls. However, it
cannot be used by a hunt group supervisor who is monitoring a station. If a station that is being
monitored enables Record-A-Call, the monitor feature will be terminated and Record-A-Call
will be allowed. Monitoring will not be allowed on a station while it is using Record-A-Call.
The Record-A-Call feature code can be assigned to a user-programmable feature key. If the
feature key has a lamp, it flashes while the Record-A-Call conference is being set up and is lit
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Record-A-Call 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. However, if a Record-A-Call message exceeds
the maximum message length, the mailbox will be considered full until that Record-A-Call
message is deleted.)
As with any other conference call, any inside party involved in a Record-A-Call conference
can use the Hold, Transfer, Agent Help, or other features. However, if any inside party has
enhanced speakerphone enabled, the enhanced mode will be disabled when the conference
begins and must be re-enabled if desired.
T
O USE RECORD-A-CALL: 
  (1)Keysets: Press the Special key   and dial the Record-A-Call feature code (385)
or press the RECORD-A-CALL menu key. The display shows REQUESTING
RECORD-A-CALL. 
Single-Line Sets: During a call, hookflash and dial the Record-A-Call feature code
(385).
  (2)If required or allowed, enter the desired mailbox number. The display shows ENTER
MAILBOX NUMBER. (If you do not enter a mailbox number, and you have a default
Record-A-Call mailbox, the system will automatically select your default mailbox. If
you do not have a default mailbox, the feature will time out or can be canceled by
pressing # or ACCEPT.)
  (3)You hear a confirmation tone when the Record-A-Call feature is activated. The display
shows RECORD-A-CALL IN PROGRESS.
  (4)To turn off Record-A-Call, repeat step 1 or end the call. The display shows RECORD-
A-CALL TERMINATED.
∞