Inter-Tel Encore Installation, Programming And Maintenance Version 4 Manual

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Music-On-Hold
FEATURES
3
8. MUSIC-ON-HOLD
8.1There are four music-on-hold options for outside calls on hold: silence, tones, the built-
in music-on-hold (that plays the Brandenburg Concerto), or an external music source. The
external music source is a radio, CD player, or other device that is connected directly to the
KSU. The music-on-hold feature not only makes the wait as pleasant as possible, but it assures
the waiting party that the call is still connected.
NOTE: If Courtesy Service is active on one port, then the next call (answered by Courtesy Ser-
vice) will also be presented to the same port. Courtesy Service will never occupy both ports. In
the previous operation of Auto Attendant, (where, if it was not available to answer) the call
would be answered by internal courtesy source, as a back-up; this is no longer applicable. This
allows you to enable External Music on Hold when Auto Attendant is enabled on the system.
8.2While the system is in Day Mode, if both music-on-hold and Courtesy Service are pro-
grammed, the Courtesy Service message and music will be played in rotation to callers on
hold. In Night Service, the Courtesy Service message and hold tones will be played in rotation.
8.3 Internal callers will always hear tones when on hold.
NOTE: In some circumstances, there may be broadcast restrictions associated with the music
heard by callers on hold. Check with the musics original distributor and/or the radio extension
for copyright and broadcast restrictions concerning music-on-hold.
9. INTERNAL CALLS
9.1Internal calls can be used to place extension-to-extension calls that can be answered
handsfree at Keyset extensions. A user who reaches a busy extension can camp on and wait for
the extension to become available. Other features, that apply to both outside and intercom
calls, are described later in this section of the manual. They include placing calls on hold, call
waiting, conferencing, do-not-disturb, and call forwarding.
9.2Internal calls can be placed by dialing a two-digit intercom number (20-37), pressing a
feature key programmed with an extension number on an Encore Keyset, or dialing 0 to call
the operator (Extension 20 by default). Intercom numbers are assigned to stations in the order
that the extension cables are connected to the KSU (refer to page 2-7). 
A. KEYSET HANDSFREE ENABLE/DISABLE
9.3A keyset user can turn off the keyset Handsfree Answering feature by entering a feature
code (see page 3-15). If Handsfree Mode is disabled, the keyset user hears ring tones when
receiving an intercom call and must lift the handset (or press the Speaker key) to answer while
this feature is enabled. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Extension-To-Extension Calling
B. EXTENSION-TO-EXTENSION CALLING
9.4Extension-to-extension calling allows you to receive and place intercom calls.
Receiving Intercom Calls
9.5 
To receive an internal call on a keyset:
When the Keyset rings, you can do one of the following:
 •Select Answer The Call on the display to speak handsfree.
 •Press the Speaker key to speak handsfree.
 •Lift the handset.
9.6 
To receive an intercom call on a single-line set:
When you hear internal ringing tones, lift the handset.
Placing Intercom Calls
9.7A keyset user can place intercom calls without lifting the handset, using the speaker-
phone. This method allows the user to speak handsfree once the call is connected.
9.8 
To place an intercom call from a keyset:
1.
You can place an internal call in one of the following ways:
 •Select the Internal Call option on the display and select the desired extension
from the list.
 •Dial the extension number (20 - 37) and select Send Digits on the display.
 •Lift the handset and dial the extension number.
The display will show the extension number, or, if programmed, the extension name.
2.To disconnect the call, hang up. Or press the Speaker key, if using the speakerphone.
9.9 
To place an intercom call from a single-line set:
Lift the handset and dial the extension number.
C. CAMP ON
9.10The Camp On feature allows you to wait on the line for a busy extension to become
available.
9.11 
To camp on to an extension:
When you hear a busy tone when calling an extension, stay off-hook. When the called
extension becomes free, your call will ring at their telephone. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Extension Ring Back
FEATURES
3
D. EXTENSION RING BACK
9.12If the extension you call is busy, use the Ring Back feature to have the extension call
you when it becomes free. 
9.13The Ringback Time Duration timer limits the amount of time a Ring Back call will con-
tinue to ring at your extension. At default, the timer is set to 30 seconds. See page 4-12 for
timer programming.
9.14 
To request a ring back at a keyset:
1.
When you have called a busy extension, select Ring Back on the display. 
2.When the extension becomes free, your extension will ring. The displays show Ring
Back From Extension. Select Answer The Call or pick up the handset to call the
extension.
9.15 
To request a ring back at a single-line set: 
1.
When you have called a busy extension, perform a hookflash and dial 5.
2.When the extension becomes free, your extension will ring. Pick up the handset to call
the extension.
E. GENERAL CALL
9.16The General Call feature allows you to ring all extensions connected to the Encore Sys-
tem. The first extension to answer is connected and the call continues as a normal call. 
9.17You can program extensions so that they are not rung when a General Call is placed.
See page 4-19 for programming information.
9.18 
To ring all extensions:
 •Keyset
: Select General Call on the display.
 •Single-Line: Dial 6 5. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Outside Calls
10. OUTSIDE CALLS
10.1When a CO line is selected for receiving or placing an outside call, the voice channel is
seized and cannot be used by any other extension. If the desired CO line is busy, the extension
user can request a callback. Other features that apply to both outside and intercom calls are dis-
cussed later in this section of the manual. They include placing calls on hold, call waiting, call
transfer, conferencing, and call forwarding.
A. RECEIVING OUTSIDE CALLS
10.2There is a red light on the top right corner of the Keyset. This light flashes when there is
an incoming call.
10.3 
To answer an outside call at a keyset:
When the Keyset rings, you can do one of the following:
 •Select Answer The Call on the display and speak handsfree.
 •Press the Speaker key and speak handsfree.
 •Lift the handset.
10.4 
To answer an outside call at a single-line set:
When you hear ring signals, lift the handset; you are connected to the caller.
B. PLACING OUTSIDE CALLS
10.5 To place an outside call from a keyset:
1.
Lift the handset and select an available line in one of the following ways:
 •Select External Call on the display. Then select an available line. (Busy lines are
indicated by a 
♦ beside the line on the display).
 •Press a Line key (Line key 1 for line 1, Line key 2 for line 2, and so on). A lit Line
key indicates a busy line.
NOTE: This is applicable only if the Programmable keys are programmed as Line
key, which is the default programming.
 •Dial 9 to select a line from Outgoing Group 1.
 •Dial 81, 82, or 83 to select a line from Outgoing Groups 2, 3, or 4 respectively.
 •Dial 51, 52, 53, 54, 55, 56, 57, or 58 to seize line 1, 2, 3, 4, 5, 6, 7, or 8 respec-
tively.
2.Dial the telephone number you require. Digits are sent as they are dialed.
10.6 
To place an outside call from a single-line set:
1.
Lift the handset and select an available line in one of the following ways:
 •Dial 9 to select a line from Outgoing Group 1.
 •Dial 81, 82, or 83 to select a line from Outgoing Groups 2, 3, or 4 respectively.
 •Dial 51, 52, 53, 54, 55, 56, 57, or 58 to seize line 1, 2, 3, 4, 5, 6, 7, or 8 respec-
tively.
2.Dial the telephone number you require. Digits are sent as they are dialed. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Placing Outside Calls
FEATURES
3
Using Keyset Pre-Dial Mode
10.7This method can be used only at Keyset extensions. If you do not lift the handset in step
1 on the previous page, you may enter digits in “Pre-Dial Mode.” Digits will not be sent until
you lift the handset, press the Speaker key, or select Send Digits from the display. 
•You can edit the number you have entered prior to sending the digits by using the left
Keypad Edit key, located below the keypad. 
•If you are entering an external number in Pre-Dial Mode, enter 9, 81-83, or 51-58 first,
to have a line seized when you send the digits for processing.
Using Speed Dialing
10.8You have access to a personal speed-dial list (12 numbers at a Keyset, 10 at a single-
line set), and a system speed-dial list of up to 200 numbers. You can program your personal
list, using the procedures shown on page 3-38. The system speed-dial list is programmed by
the installer or system administrator.
10.9 
To dial a personal speed-dial number at a keyset:
1.
Press the DIRECTORY $ key.
2.Select Personal Speed Dial from the display to access your personal speed-dial list.
3.Select the number you wish to dial. Use the Scroll Down () key to move down the
list, if necessary. A line will automatically be seized and the number dialed.
10.10 
To dial a system speed-dial number at a single-line set:
1.
Press the DIRECTORY $ key.
2.Select System Speed-Dial.
3.Press one of these Display keys:
 •If the list has names programmed, you can choose Select By Name. Entries are
sorted in alphabetical order. Enter the first letter of the name you want. The first
three entries starting with that letter are displayed. Use the Scroll keys to locate the
name you want and select it.
 •If names are not programmed on all of the entries, you can choose Select By
Location. All entries, with or without names, are displayed in the location order.
Locations with no numbers entered, will not be displayed. Use the Scroll keys to
locate the name you want and select it.
4.When you have selected the number or name you want, a free line is automatically
selected and the number dialed.
10.11 
To dial a system speed-dial number at a single-line set:
1.
Lift the handset.
2.Do one of the following:
 •Dial 6 1 and then enter the desired speed-dial number (0-9). The number is auto-
matically dialed.
 •Dial the System Speed-Dial location code (7001 – 7200) of the number you wish to
access. The number is automatically dialed 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Placing Outside Calls
Calling the Sales or Service Number
10.12If your system is programmed with the telephone numbers for your Sales and/or Service
personnel, you can easily call them using this procedure. See page 4-15 for number program-
ming information.
10.13 
To dial the sales or service number at a keyset:
1.
Press the DIRECTORY $ key.
2.Select System Speed-Dial.
 •Select System Service to dial the Service number.
 •Select System Sales to dial the Sales number.
3.When you have selected the number or name you want, a free line is automatically
selected and the number dialed.
Redialing
10.14The redial feature stores the last telephone number dialed at the extension (manually or
speed-dialed). If you reach a busy number, are disconnected, or if there is no answer, the num-
ber can be redialed easily. Only one telephone number can be stored for the extension at one
time.
10.15When the Redial feature is used, a line is seized automatically.
10.16 
To redial the last external number dialed:
 •Keyset
: Select Redial Last Number from the display.
 •Single-Line: Lift the handset and dial 6 0. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Line Ring Back
FEATURES
3
C. LINE RING BACK
10.17If you enter a feature code to select a line and no lines are free, use the Ring Back fea-
ture to receive a line as soon as one is available.
10.18 
To have a busy line call you back when it becomes free at a keyset:
1.
Select Ring Back on the display. 
2.When the line becomes free, your extension will ring. The displays show Ring Back
From Extension. Select Answer The Call or pick up the handset to access the line.
10.19 
To have a busy line call you back when it becomes free at a single-line set:
1.
Perform a hookflash and dial 5.
2.When the line becomes free, your extension will ring. Pick up the handset to access the
line.
D. CALL PICK-UP
10.20Extensions can be programmed to be in Pick-Up Groups. Group members can pick up
any call (internal or external), that is ringing at another extension in the same group. See
page 4-20 for programming information.
10.21For extensions not in your Pick-Up Group, you can pick up external, but not internal,
calls. You can also pick up an external call that is ringing on a Central Bell.
10.22 
To pick up at a keyset:
 •If the call is in your Pick-Up Group: 
Select Call Pick Up on the display.
 •If the call is outside your Pick-Up Group: Select External Call Pick Up on the
display.
10.23 
To pick up at a single-line set:
 •If the call is in your Pick-Up Group: 
Dial 6 8.
 •If the call is outside your Pick-Up Group: Dial 6 7. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Placing Calls On Hold or Park
11. PLACING CALLS ON HOLD OR PARK
A. HOLD
11 . 1The Hold feature is available on outside calls only. When a user puts a call on hold, all
Keysets will have a flashing or lit Line key for that call, depending on system programming.
Any keyset user can pick up a call that was placed on hold by pressing the Line key.
11 . 2System programming determines what other Keyset users will see when a call is placed
on hold. The associated Line key can be programmed to flash or remain steady on all other
Keysets. The default setting is that the light flashes. (See page 4-10 for programming informa-
tion.)
11 . 3System timers ensure that calls placed on hold are not forgotten. If an outside call
remains on hold until the timer expires, it recalls the extension. See page 4-12 for timer pro-
gramming.
11 . 4  
To place a call on hold at a keyset:
1.
While on the call, do one of the following:
 •Press the Hold key.
 •Select System Hold on the display.
2.To retrieve the call, select Return To Line on the display, or press the flashing Line
key.
NOTE: If an extension has two calls on hold, selecting Return To Line will return to the first call
that was put on hold.
11 . 5  To place a call on hold at a single-line set:
1.
While on the call, perform a hookflash then hang up.
2.You can leave the handset on hook or use your telephone. 
 •The held call will call back after thirty seconds if your telephone is idle. 
 •If your phone is busy after the thirty seconds, the call will ring as soon as you hang
up.
B. CALL PARK
11 . 6The Call Park feature allows you to put an external call on special hold by “parking” it
in the system. Any extension may then pick up the call.
11 . 7Only one call may be parked in the system at a time. A parked call will recall the exten-
sion that parked it when the Call Park timer expires (defaults to three minutes). See page 4-12
for timer programming.
11 . 8  
To park and retrieve a call on a keyset:
1.
While on a call, select Call Park on the display.
2.Pick Up Park is then displayed on the top line on the display on all Keysets. Select
this option to retrieve the parked call.
11 . 9  
To park and retrieve a call on a single-line set:
1.
While on a call, perform a hookflash and dial 4 0.
2.Dial 4 0 again to retrieve the parked call. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Consultation Hold
FEATURES
3
C. CONSULTATION HOLD
11 . 1 0Consultation hold allows a user to pause during an outside call, call another outside
number or extension, and then switch between the two calls. (Intercom calls cannot be placed
on consultation hold.)
11 . 11  
To place a call on consultation hold at a keyset:
1.
Scroll to and select External Consultation.
2.Select an available line and dial the number.
3.When the call is answered, you can go back and forth between both calls. Select the
Return and Hold option on the display each time you want to switch to the other call.
11 . 1 2  
To place a call on consultation hold at a single-line set:
1.
While on an external call, perform a hookflash and dial the extension number or select a
line and dial an outside number.
2.You have the following options:
 •To return to the previous call and place the current call on hold: Perform a hook-
flash and dial 2.
 •To return to the previous call and release the current call: Perform a hookflash and
wait. Or perform a hookflash and dial 1.
 •To transfer the first call to the extension or outside number: Hang up while the first
call is on hold.
12. CALL WAITING
12.1If you get a busy tone when you call an extension, you can send a call waiting tone to
the extension, provided it is not protected against receiving call waiting tones. An audible tone
will sound on the called extension, and the option “Call Wait – Ext xx” will appear on its dis-
play. If the called extension is protected against call waiting tones, it will not signal your call to
the user.
12.2 
To send a call waiting tone:
Keyset
: Select Waiting Tone on the display when you hear busy tone.
Single-Line: Perform a hookflash and dial 8 when you hear busy tone.
12.3If another extension sends call waiting signal to you, it will be indicated on your display
and you will hear the call waiting tone (provided your extension is not protected against call
waiting tones). If you ignore the call waiting tone for a short period, the calling telephone will
be presented with the message “Call Waiting Rejected.”
12.4 
To answer a waiting call:
Keyset
: Either hold or release the current call and then select Answer Call from the
display to answer the waiting call.
Single-Line: Hang up to end your current call or place it on hold. The waiting call will
ring. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Call Waiting Tone Protection
13. CALL WAITING TONE PROTECTION
13.1As described above, an extension user may send a busy extension a call waiting tone,
provided it is not protected against receiving call waiting tones. Any user may program his or
her extension to block call waiting tones during a call (or it can be programmed at the Pro-
gramming Extension, as shown on page 4-18).
13.2 
To protect an individual call from call waiting tones:
Keyset
: When you are on a call, select Tone Protect on the display.
Single-Line: While on a call, perform a hookflash and dial 6 6.
14. CALL TRANSFER
14.1Extension users can transfer outside calls to other extensions or to outside numbers.
•You can transfer a call to an extension after the extension user has answered, while the
extension is ringing, or while busy tone is being received from the extension.
•Transferring an external call to an external number ties up two lines. Such calls are
called trunk-to-trunk calls. When a trunk to trunk call is set up it is automatically dis-
connected after a pre-programmed time (five minutes in default). Calls will be discon-
nected before the timeout period if either of the parties involved in the call hangs up.
NOTE: You may prevent individual extensions from setting up trunk-to-trunk calls using Exter-
nal Forward, External Transfer and External Conference. See page 4-22 for details.
14.2If the transferred call remains unanswered at the receiving extension, it recalls the
extension that transferred it. See page 4-12 for timer programming.
14.3 
To transfer to an extension call using a keyset:
1.
While on the call, select Internal Transfer on the display.
2.Select the desired extension from the extension list shown on the display, or dial the
extension number.
3.Select Transfer or hang up, to transfer the call.
14.4 
To transfer to an external number using a keyset:
1.
Scroll to and select External Transfer.
2.Select a free line and dial the number.
3.When the call is answered, press Transfer.
14.5 
To transfer a call using a single-line set:
1.
Perform a hookflash on your telephone.
2.Dial the extension number or select a line and dial an outside number and hang up.