Inter-Tel Axxess Administrators Guide
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Page 61 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station InstrumentsDefault Keyset Feature Keys When the system is in the default state, all keysets are in the same keymap group and have the following feature keys. Feature code descriptions start on page 79. (The Special key is repre- sented by keycaps with on the keyset.) KEY FUNCTION CALL KEYS 1-4 Selects an outgoing trunk, if idle, or answers a call on the key. ICSelects a voice channel or picks up a holding or camped-on intercom call. DNDProgrammable key 1: Do-Not-Disturb On/Off (372) PROGRAMMABLE KEYS 2-6, 14-16, and 18Undefined values. Can be programmed with any feature code, trunk access code, or extension number, or can be programmed as a station or system speed-dial bin. CNFProgrammable Key 7: Conference (5) HOLDProgrammable Key 8: Individual Hold (336) TRANSFERProgrammable Key 9: Transfer to Ring (345) SYS SPDProgrammable Key 10: System Speed Dial (381) REDIALProgrammable Key 11: Redial (380) PAGEProgrammable Key 12: Page (7) QUEUEProgrammable Key 13: Queue Request (6) MUSICProgrammable Key 17: Background Music (313) PAGE ZONE 1Programmable Key 19: Selects Page Zone 1 for making a page. STN SPEED DIALProgrammable Key 20: Station Speed Dial (382) FWDCall Forward All Calls (355) Also used for canceling Call Forward. SPECIAL Signals the system to expect a feature code. ANSWERAnswer (351) OUTGOINGSelects a trunk for placing an outgoing call using the station’s Outgo- ing Call feature (8). SPKRSpeakerphone On/Off MSGMessage (365) – Also retrieves messages when the flashing MSG key is pressed. MUTEMicrophone Mute On/Off (314) (This is a fixed-function key on Dig- ital Keysets.) DATAData (340) STATION SPEED DIAL KEYS 0-9Used for storing and dialing one station speed-dial number each. UNDEFINEDSome Analog Keysets have several undefined keys that can be pro- grammed as desired. ∞
Page 62 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Instruments Secondary Extension Appearances The Secondary Extension Appearances feature allows calls ringing or on individual hold at one “primary” station to appear on a “secondary extension key” at another station. For example, a secretary or assistant can have a secondary extension key for a supervisors station, or one sta- tion can have several secondary extension keys, each associated with a different primary sta- tion. The primary station and the secondary station must reside on the same node. A secondary extension key functions as follows: •When a call is ringing or holding on any Call key at the primary station, pressing the secondary extension key will answer the call. (This includes recalls, transfers, call- backs, and hunt group calls.) •If the secondary extension key is unlit, pressing the key places an intercom call to the primary station. If the key is flashing, an intercom call can still be placed without answering the incoming call by pressing the pound (#) key before the secondary exten- sion key, by pressing a DSS key, or by manually dialing the primary stations extension number. There are two programmable options that determine the type of call indications the station user will receive for calls on a secondary extension key: •Ring When n Calls At Extension: This programmable option allows the station to receive a burst of ringing when “n” number of calls are present at the associated pri- mary station. The ring signal will repeat periodically as long as “n” number of calls are present at a primary station. (This period is determined by the DKTS Secondary Exten- sion Key Alerting Tone timer.) If “n” is set to 0, the secondary station will never receive the burst of ringing. This option is programmed individually for each secondary exten- sion key, during keymap programming. •Transient Call Indication On Call Answer: This programmable station flag deter- mines whether the station user will see a call display when answering a call by pressing the secondary extension key or reverse-transferring the call. If enabled, the display will tell if the call was ringing, recalling, transferred, or holding at the primary station. The secondary extension key can be located on the keyset or on a DSS/BLF Unit. There are two ways to make a secondary extension key: •Create a secondary extension key in the keymap and determine which station it will represent. This will be the same for all stations assigned to that keymap. •Set the default value of a user-programmable key to “secondary extension key” in the keymap. This allows each station user assigned to that keymap to determine the associ- ated station for his or her secondary extension key. (See page 117 for key programming procedures.) User-programmable keys cannot be made into secondary extension keys by the station user; they can only be created in the database. Also, the station user cannot change the key into any other type of key (such as a speed-dial or feature key), even though it is assigned to a user-pro- grammable key. Any keyset key can be designated as a secondary extension key, but keys with lamps are rec- ommended so that the secondary extension key can show call status. The table on the next page shows the definition for each possible lamp flash rate. The secondary extension key shows only calls that appear under the Call keys at the primary station. Any calls on individual trunk keys at the primary station are considered private calls and will not appear on the secondary extension key.
Page 63 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station InstrumentsNormally, the secondary extension key will not show intercom calls. However, if the primary station does not have an IC key, intercom calls will appear under a Call key and, therefore, will appear on the secondary extension key. If the primary station is a single-line set, all calls will appear on the secondary extension key. After answering a call on the secondary extension key, the station user can transfer it back to the primary station using one of the following methods: •Transfer to hold: To transfer the call to hold at the primary station, press the secondary extension key, announce the call, if desired, and then hang up. •Transfer to ring: To transfer a call to the primary station, press the TRANSFER key and then the secondary extension key. You can announce the call, if desired, before hanging up to complete the transfer. Because the calls that appear on the secondary extension key are active only at the primary sta- tion, they will not follow call forwarding or system forwarding paths at the station with the secondary extension key.
Page 64 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Instruments Keyset Light-Emitting Diode (LED) Indications The keyset Call keys, trunk keys, speed-dial keys, hunt group keys, and some of the feature keys contain light-emitting diodes (LEDs). The LED flash rates, shown below, indicate the sta- tus of the stations, trunks, and features. The rates are shown in interruptions per minute (IPM). *This applies only to keysets with red/green LEDs. STEADY 0 IPMSLOW 30 IPMMEDIUM 120 IPMFA S T 240 IPMFLUTTER 60/960 IPM DATAAuto-dial modem is dialing and the data port is unavailable. (Red LED)Ring signal is being sent to the data device. (Red LED)Data call is in progress and accessible. A con- tinuous flutter indi- cates that the data device is off hook. (Red LED) ICIntercom call is in progress. (Green LED*)Recalling intercom call is camped on. (Green LED*)Intercom call is camped on (waiting). (Green LED*)Intercom call is on hold. (Green LED*) SPKRSpeakerphone is on or ready for use. Or, station pro- gramming is in progress. (Red LED) CNFConference is in progress. (Green LED*)Conference is recall- ing your station. (Green LED*)A conference party is on conference wait hold. (Green LED*) MUTEMicrophone is muted. (Red LED) FWDCalls are being for- warded. (Red LED) MSGStation is in alpha- numeric mode. (Red LED)Message is waiting. (Red LED) DNDYour station is in do-not-disturb. (Red LED) SPEED DIAL or DSSStation is busy or unplugged. (Red LED)Station is in do-not- disturb. (Red LED)Station has a call ring- ing in. (Red LED)Continuous flutter indicates that the sta- tion was left off hook. (Red LED) HUNT GROUPAll stations in hunt group are unavail- able. (Red LED)Hunt group has a call camped on. (Red LED) CALLCall is active at your station. (Green LED*)Call is recalling from hold or transfer. (Green LED*)Call or queue callback is ringing in or camped on (waiting). (Green LED*)Call is on hold. (Green LED*) TRUNKTrunk is in use at another station, in a conference at your station, or is unplugged. (Red LED)Trunk is in use at your station. (Green LED*)Trunk is recalling from hold or transfer. (Red LED)Trunk is ringing in or camped on (waiting). (Red LED if on another station or green if at your sta- tion*) Or, busy trunk queue callback to your sta- tion (Green LED*).Trunk is on hold. (Red LED if on another sta- tion or green if at your station*)
Page 65 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station InstrumentsRed and Green LEDs Newer Inter-Tel Executive, Standard and Basic Digital Keysets have red and green LEDs in the key lamps. When both colors are used, a green lamp generally indicates that the call is active, ringing, or holding at your station (see below for a possible exception for direct ring-in calls). When the lamp is red, the call is active, ringing, or holding at another station. Trunk access, allowed-answer permission, and the feature being used (for example, System Hold or Call Transfer) determine whether you can pick up a (red) call from another station. There are two system-wide programming options that controls these LEDs. •Allow Green LEDs: This flag gives the installer the option of having all red/green key- sets and red-only keysets operate the same, or allowing the red/green keysets to use the green LEDs. If this flag is enabled, the dual-color keysets will use both the red and green LEDs. If it is disabled, the keysets will operate in red-only mode, like the keysets without green LEDs. In the default state, the flag is disabled. •Use Green LEDs For Direct Ring: This flag determines whether direct ring-in calls cause a red or green lamp. If the flag is enabled, direct ring-in calls to your station will be green. If disabled, all direct ring-in calls will cause the LED to be red. In the default state, this flag is enabled. NOTE The Allow Green LEDs flag must be enabled in order for this flag to operate. Connecting A Headset For convenience, an electret headset can be used at any keyset station. The SPKR key is used to connect and disconnect calls when the headset is attached. Some headsets have a power-saver mode that disables the headphone after a period of silence. To prevent these headsets from missing portions of incoming calls, there is a station flag called “Headset Connect Tone.” Enabling this flag allows the keyset to generate a tone that activates the headset before connecting to an incoming call. In the default state, it is disabled. T O CONNECT A HEADSET: (1)Disconnect the handset by unplugging the coiled handset cord from the base of the key- set. Leave the handset in the cradle. (2)Insert the headset plug into the vacant handset jack. (3)While on hook, enter the Headset On feature code (315) or the Headset On/Off feature code (317). The display shows HEADSET MODE ON. T O DISCONNECT THE HEADSET: (1)Disconnect the headset by unplugging the headset cord from the base of the keyset. (2)Plug the coiled handset cord into the base of the keyset. (3)While on hook, enter the Headset Off feature code (316) or the Headset On/Off feature code (317). The display shows HEADSET MODE OFF.
Page 66 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Instruments “Send Alert Burst To Headset” Station Flag The “Send Alert Burst To Headset” will send a single tone to a headset, instead of normal key- set ring tones, when a call is ringing at the station (non-handsfree intercom call, outside call, queue callback, or reminder message). The tone is sent only once, when the call is received, and will not repeat even if the call continues to ring unanswered. It is intended as a “wake up” tone for headsets that have a power-saving function that allows the device to “sleep” if idle for a set period. The flag is programmed on a station-by-station basis. By default the flag is dis- abled. Digital Keyset Data Port Modules There are two types of Data Port Modules that can be connected to Executive and Standard keysets: •PC Data Port Module (PCDPM): This is a digital device that is connected to the Executive or Standard keyset which supports data transmission between the keyset and the AXXESS System for DSS/BLF, off-hook voice announce, Desktop Interface, and/or serial port functions. A PCDPM is required if a Modem Data Port Module or DSS/BLF Unit will be installed, or if the user wishes to receive OHVA calls. NOTE A keyset serial port should not be used as the AXXESSORY Talk communica- tions port. •Modem Data Port Module (MDPM): The MDPM is an analog device that can be used with a PCDPM and connected to a modem for data applications or it can be con- nected to a single-line set. The port itself has an individual extension number and com- plete station programming setup including its own trunk access and toll restriction information. (See page 67 for data device information.) Special programming is required to enable the Executive or Standard keyset circuit to support some of the PCDPM and MDPM functions. Station users can adjust the baud rate (bps) of the serial port on the PCDPM connected to the keyset, if it is not configured for a DSS/BLF unit. The rate can be set to 300, 600, 1200, 2400, or 4800 (1200, 2400, or 4800 if it is a system serial port). T O CHANGE THE BAUD RATE OF YOUR PCDPM: (1)While on hook, enter the Program Baud Rate feature code (393). If the port is not con- figured for a DSS/BLF unit, the display shows ENTER BAUD RATE. (If it is config- ured for DSS/BLF, the display shows CANNOT PROGRAM BAUD RATE.) (2)Enter a valid rate (300, 600, 1200, 2400, or 4800). Executive keyset users can press the appropriate menu key in the display. The display shows BAUD RATE UPDATED. (If the entered baud rate was already in effect, it shows NO UPDATE PERFORMED.) Data Port Module for 12-Line and 24-Line Analog Keysets All GMX 24-line and IMX 12- and 24-line Analog Keysets may be equipped with optional Data Port Modules (refer to REPLACEMENT PARTS for the part number). The module con- tains a four-conductor, RJ11 modular jack that can be used to connect either a data device (such as a personal computer equipped with a modem) or a loud ringing adapter (LRA) and an external signaling device (such as a loud bell, horn, flashing light, etc.) to the keyset. Refer to page 67 for operating instructions.
Page 67 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station InstrumentsOptional Data Devices A customer-provided, modem-equipped data device (such as a data terminal or a personal com- puter) may be attached to a keyset that has an optional data port module installed. Digital Keyset users can adjust the baud rate (bps) of the PCDPM connected to the keyset. The rate can be set to 300, 600, 1200, 2400, or 4800 (1200, 2400, or 4800 if it is a system serial port). To adjust the baud rate of your PCDPM, refer to the instructions on page 66. Data calls are transmitted over the data port voice path. This leaves the attached keyset’s voice path available for normal keyset operation. However, receiving off-hook voice announce (OHVA) calls at a Digital Keyset attached to a MDPM is not possible during a data call since the data call is using the secondary voice path. Calls can be transferred back and forth between an associated keyset’s primary voice path and data port as often as needed provided that the data port is on hook at the time of the transfer attempt. For example, a call can be placed using the data device, then transferred to the keyset’s primary voice path to announce the call, and then transferred back to the data device so that it can communicate with the called device. (Note that transferring to the keyset’s primary voice path disconnects the data device from the call. During that time, the call cost display for the data call is shown on the keyset.) Operation of the data device begins with the initiation of a call in one of four ways: •The user may initiate a call using the keyset, while on or off hook, and then transfer it to the data device. •The user may lift the handset to answer a ringing call and then transfer it to the data device. •The user may initiate a call using the data device, without touching the keyset. •The data device may receive a call directly, without using the keyset. The keyset user can place or receive a data call using the keyset and then transfer it to the data device. It can be an intercom or outside call and the keyset can be on or off hook. The call is placed to or received from another modem-equipped data device. Once the connection is established, the keyset user presses the DATA key, or presses the Spe- cial key and enters the Data feature code (340) to transfer the call to the data device. If the data device does not answer before the Transfer Available timer expires, the call recalls the keyset station. Transferring a call to the data device using the DATA key places the call without providing ring voltage to the data device. The user must manually cause the data device to answer the call. (Note that if the keyset user wishes to cause ring voltage to be applied to the data device, the Transfer feature must be used to send the call to the data device.) While the user is establishing the call using the keyset, the DATA key is unlit. From the time that the user presses the DATA key, until the data device answers, the DATA key will flash. While the data device is on an active call, the DATA key flutters on the associated keyset(s) (indicating that the data call may be retrieved by the keyset). If the keyset is off hook, the user will hear dial tone. T O PLACE A DATA CALL USING THE KEYSET: (1)Place or receive an intercom or outside call. (2)When you hear modem tone, press the DATA key, or press the Special key and enter the Data feature code (340). The DATA key flashes slowly. (3)Hang up or press the SPKR key. The DATA key begins to flutter when the data device answers, and the display returns to date and time. The keyset can now be used as usual. ∞ ∞
Page 68 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Instruments (4)Operate the data device according to the manufacturer’s instructions. The device must be able to come off hook and answer the incoming call. If you wish to return the active data call to your primary voice path, press the flutter- ing DATA key. The call cost and elapsed time of the data call are displayed. The data device can be used for initiating a data call, without the use of a keyset. The user causes the modem to select a trunk or intercom channel and dial the desired number. The data device can dial an extension number or a trunk access code followed by a pause and then a telephone number. As soon as the data device comes off hook, the DATA key is lit at the associated keyset(s) to indicate that the data port is busy. The key remains lit until the data device finishes dialing (outside call) or the station user answers (intercom call). This protects the call during dialing to ensure that the dialing is not interrupted. A keyset user who attempts to transfer another data call to the data device or pick up the data call while the key is lit will hear a burst of reorder tone. When a data device places an intercom call, the call is placed in the non-handsfree mode. (This can be changed in database programming, if desired, by disabling the Ring Intercom Always flag.) The incoming intercom call to the destination station from the data device appears as a normal intercom call with the usual displays and tones. If an extension number is dialed and that station is in do-not-disturb, the user will hear do-not- disturb tone through the data device’s speaker (if it has one). Whenever continuous busy, reor- der, or do-not-disturb tone is sent by the system, the Inactivity Alarm timer is registered. The DATA key is lit while the tones are present. If the timer expires before the data device hangs up, off-hook alarm tone is sent, and the DATA key flutters fast until the device hangs up. Note that once the DATA key begins fluttering, the voice path on the keyset attached to the data port module is released and can be used for other call processing applications. (Note that the absence of a lamp, or of a DATA key, will not interfere with these timing parameters, but the user will not have a visual indication of them.) If the data port places an outside call, the system performs toll restriction using the data port’s class-of-service. If an illegal extension number or access code is dialed, the user will hear reor- der tone through the data device’s speaker. (Call cost information for a data call is displayed on an associated keyset only when the data call is connected to a keyset’s primary voice path.) If an attempt is made to initiate a data call from the data device when the required voice path is not available (the secondary voice path of the attached keyset is busy), the data device will not receive dial tone. The activity on the keyset’s secondary voice path continues uninterrupted. T O PLACE A DATA CALL USING THE DATA DEVICE: (1)Following the procedures of your data device’s communications software, instruct the device to come off hook and dial the extension number, or a trunk access code and the telephone number, of the data device to be called. The call will be processed and will be automatically connected when answered. The DATA key is lit until dialing is com- pleted, then it flutters. (2)Operate the data device according to the manufacturer’s instructions. The data device can be called directly (intercom or outside calls) and receive transferred calls via its extension number. When a call is placed directly or transferred to the device’s intercom number, the data device will receive ring signal. If the data device does not have auto-answer capability, the user must manually answer the call using the data device. (Transferring a call to the data device using the DATA key places the call without providing ring voltage to the data device. The user must manually cause the data device to answer the call.)
Page 69 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station InstrumentsWhile ring signal is being sent to the data device, the DATA key flashes. As soon as the data device answers, the DATA key flutters. The key continues to flutter for the duration of the call, indicating that the data path is in use but may be picked up by associated keysets. T O ANSWER A DATA CALL USING THE DATA DEVICE: (1)When the data device receives a call, the DATA key flashes on the associated keyset(s). If the data device does not have an auto-answer modem, follow the procedures for the data device’s communications software and instruct the device to answer the incoming call. The DATA key flutters while the call is in progress. (2)Operate the data device according to the manufacturer’s instructions. Termination of a data call may be accomplished in one of three ways: •Your data device can hang up. This causes the trunk or intercom channel to be released, terminating the call to the other data device. •The other data device may hang up. When the call is disconnected, the DATA key is unlit. Depending on the type of device used, the data device may detect the loss of car- rier and automatically terminate the entire connection. If the data device does not have this capability, you must manually cause the data device to hang up. •The data call can be transferred to an associated keyset’s primary voice path (releasing the data device) and then disconnected by the keyset. Note however that the DATA key will flutter fast if the data device does not hang up before the Inactivity timer expires. T O TERMINATE DATA DEVICE CONNECTION: To have the data device disconnect the call: Use the appropriate commands for the data device to instruct it to hang up. When the call is disconnected, the DATA key is unlit. To transfer the data call back to an associated keyset before disconnecting the call: While on or off hook: a.Press the fluttering DATA key. The DATA key goes off. If desired, speak to the party at the site of the remote data device. This can only be done if the modem at the site of the remote data device can be turned off without disconnecting the trunk. b.To disconnect: If off hook, hang up. If on hook, press the SPKR key. The DATA key will flutter fast until the data device hangs up.
Page 70 AXXESS System Hardware INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Instruments 8-Line IMX AIM Analog Keysets On Dual Circuits If desired, 8-line IMX AIM Analog Keysets can be installed two to a circuit using the Analog Keyset Card (AKSC). To do this, single Analog Keyset Card (AKSC) circuits are designated as “dual” circuits in System Configuration programming. (Other keyset models cannot be installed two to a circuit.) The designated dual circuit becomes two circuits that can be pro- grammed individually. Digital Keyset Desktop Interface NOTE This feature must be enabled in Premium Feature Selection. Desktop Interface is a station-level communications protocol that allows a PC, attached to a PCDPM on an Executive or Standard Digital Keyset, to emulate a keyset for call handling. This protocol will allow devices such as PC phones, operators consoles, ACD supervisors, and integrated contact management tools to be developed for the AXXESS system. There can be as many Desktop Interface devices on the system as there are Digital Standard or Executive keyset circuits. The only limitation is on Desktop Interface devices that require DSS/BLF status updates (such as operators consoles). The system can support up to 20 DSS/ BLF status requests from external devices at one time. Therefore, if the device requires contin- uous DSS/BLF status updates, only 20 can be installed on the system at one time. Devices that require one-time or infrequent DSS/BLF updates (such as the AXXESSORY Connect) are not limited by this capacity, except that only 20 requests for updates can be processed at one time. There is a limit of four AXXESSORY Consoles per system because of the number of requests they require and the amount of information that is shared with the system. Another Premium feature, System OAI, is a system-level communications protocol that allows command-oriented tools to be developed for the AXXESS System. System OAI is available in two levels: Events and Third Party Call Control. System OAI Events provides call status infor- mation to an external device. Its primary use is for automatic call distribution products such as the AXXESSORY ACD. System OAI Third Party Call Control is a TSAPI protocol that allows system command-oriented tools to be used on the AXXESS System. Contact Inter-Tel for more information regarding products and development materials for these features.