Inter-Tel GMX-48 INSTALLATION & MAINTENANCE Manual
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INTER-TEL PRACTICES FEATURES GMX.48 INSTALLATION & MAINTENANCE Issue 2, May 1990 FEATURES CONTENTS PAGE 1. Introduction ......................................................... 4-4 2. Accessing The Features ............................................... 4-4 .: A. B. C. D. E. I? G. Feature Codes .................................................... Feature Keys ..................................................... 4-4 SPCL And FLASH Keys ........................................... C.O. Line Access Codes ............................................ 4-5 General Feature Codes ............................................ 4-5 Attendant Feature Codes .......................................... 4-10 Intercom Numbers ................................................ 4-11 3. System Organization ................................................. 4-12 A. Flexible Attendant Arrangements ................................... 4-12 B. Automated Attendant ............................................. 4-13 C. Tenant Groups ................................................... 4-16 D. Hunt Groups .................................................... -4-17 E. Voice Mail/Voice Computer Hunt Groups ............................ 4-22 4. C.O. Line Features ................................................... 4-25 A. Dual-Tone Multi-Frequency (DTMF) Or Dial-Pulse Signalling .......... 4-25 B. Outgoing-Access, Allowed-Answer, And Ring-In Assignments ............ 4-25 C. Day And Night Modes ............................................. 4-25 D. C.O. Line Restriction And Station Toll Restriction .................... 4-25 E. Line Group Assignments And Automatic Line Answer/Select ........... 4-29 E Automatic Route Selection (ARS) ................................... 4-30 G. Direct Inward System Access (DISA) ................................ 4-31 H. CO. Line Maintenance ........................................... 4-33 5. Station Instruments .................................................. A. Keysets ......................................................... B. Single-Line Sets .................................................. C. Direct Station Selection/Busy Lamp Field (DSWBLF) Units ............ 6. User-Programmable Feature And Station Keys ........................... 7. Automatic Call Access (Keysets Only) ................................... 8. Music-On-Hold And Background Music ................................. 9. Signals And Tones ................................................... A. Ring Signals ..................................................... B. Call Processing Signals ........................................... 4-34 4-34 4-40 4-40 4-41 4-42 4-43 Page 4-l
FEATURES INTER-TEL PRACTICES Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE CONTENTS PAGE . . 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. Intercom Calls ....................................................... A. Programming For Private Intercom Calls ............................ B. Station-To-Station Calling ......................................... C. Intercom Camp On And Busy Station Callback (Queue) ............... Inter-Station Messages ............................................... A. Leaving Messages ................................................ B. Responding To Messages .......................................... Off-Hook Voice Announce (OHVA) ...................................... Outside Calls ........................................................ A. Placing And Receiving Outside Calls ................................ B. Keyset On-Hook Dialing And Monitoring ............................ C. C.O. Line Camp On And Busy Line Callback (Queue) ................. D. Account Codes ................................................... Placing Calls On Hold ................................................ A. Individual Hold .................................................. B. System Hold ..................................................... C. Consultation Hold ................................................ D. Call Splitting .................................................... E. Hold Recall ...................................................... . Microphone Mute ................................................ Call Waiting ........................................................ Call Transfer ........................................................ A. Transfer To An Intercom Number ................................... B. Transfer To Hold ................................................. C. Transfer Recalls .................................................. D. ‘Bansfer To An Outside Number .................................... Reverse Transfer And Group Call Pick-Up ............................... Call Privacy And Privacy Release ...................................... Conference Calls ..................................................... A. Placing A Conference Call ......................................... B. Adding Parties To A Conference .................................... C. Exiting A Conference ............................................. Secretarial Intercept .................................................. Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-45 4-45 4-46 4-47 4-48 4-48 4-49 4-51 4-52 4-52 4-54 4-54 4-55 4-57 4-57 4-58 4-58 4-58 4-59 4-59 4-60 4-61 4-61 4-62 4-63 4-63 4-65 4-66 4-67 4-67 4-68 4-68 4-69 4-70 Page 4-2
INTER-TEL PRACTICES FEATURES GMX-48 INSTALLATION & MAINTENANCE Issue 2, May 1990 CONTENTS PAGE 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. Speed Dialing ....................................................... 4-74 A. System Speed Dialing ............................................. 4-74 B. Station Speed Dialing ......................................... . ... 4-78 Intercom And C.O. Directory (Keysets Only) ............................. 4-80 A. Intercom Directory ............................................... 4-80 B. C.O. Directory ................................................... 4-81 House Phone ........................................................ 4-83 Redialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-84 Paging .............................................................. 4-85 Remove From Paging ................................................. 4-85 Do-Not-Disturb ...................................................... 4-86 Cancel Miscellaneous Operations ...................................... 4-88 Hookflash ........................................................... 4-88 Reminder Messages (Keysets Only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-89 Data Device Attachments (24-Line Keysets Only) . . . . . . . . . . . . . . . . . . . . . . . . . 4-90 Attendant Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-92 A. Using The DSS/BLF Unit .......................................... 4-92 B. Attendant Recall ................................................. 4-94 C. Programming Stations For Night Ring .............................. 4-95 D. Placing The System In Night Or Day Mode .......................... 4-95 E. Programming Specific Station Information .......................... 4-96 I? Programming System Reminder Messages ........................... 4-98 G. Programming System Do-Not-Disturb Messages ...................... 4-100 H. Paging Speaker Background Music ................................. 4-101 I. Setting Time Of Day And Date ..................................... 4-101 J. System,Alarm Reporting ........................................... 4-102 K. Taking A Line Out Of Service For Maintenance ....................... 4-103 L. Generating A System Activity Report ................................ 4-103 Record Keeping And Maintenance Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-104 A. Call Cost Accounting ............................................. 4-104 B. System Activity Report (SAR) ...................................... 4-104 C. Station Message Detail Recording (SMDR) ........................... 4-108 D. System Error Reporting ........................................... 4-111 E. Power Failure Capabilities ......................................... 4-111 Page 4-3
FEATURES Issue 2, May 1990 INTER.TEL PRACTICES GMX-48 INSTALLATION dz MAINTENANCE 1. INTRODUCTION 1.1 The system, in addition to its sleek, modular ap- pearance and easy installation and programming, provides over 120 user-friendly features. To describe the system features, this portion of the manual has been divided into the following sections: Accessing the Features: This section contains a list of the feature codes and their definitions. System Organization: This section describes pos- sible attendant arrangements, automated atten- dants, tenant groups and hunt groups. Central Office (C.O.) Line Features: This section explains the C.O. line functions and program- mable features, including: dual-tone multi- frequency (DTMF) or dial-pulse signalling; out- going access, allowed-answer, and ring-in assignments; day and night mode of operation; C.O. line and station toll restriction; auto line and line group assignments; automatic route selection (ARS); direct inward system access (DISA); and line maintenance. Station Instruments: This section describes the station instruments of the GMX-48 System. Available station instruments include keysets, single-line sets, and Direct Station Selection/ Busy Lamp Field (DSS/BLF) Units. General Station Features: Several sections ex- plain the use of the system’s intercom call fea- tures, outside call features, and special features for both keysets and single-line sets. Attendant Features: This section explains the spe- cial attendant-only features and the use of the DSS/BLF Unit. Record Keeping and Maintenance Features: For record keeping purposes, the GMX-48 System offers station message detail recording (SMDR) and system activity report (SAR) features. The system error reporting feature provides self- diagnostic information to make the system easier to service. 2. A. 2.1 ACCESSING THE FEATURES FEATURE CODES Each of the station features is assigned a feature code. Using the station’s keypad, these codes are entered to access C.O. lines, process calls, and use special features. Complete explanations of the fea- tures and instructions for using them are covered later in this section of the manual. 23 The codes shown on the following pages are the values that are assigned when the system is ini- tialized. If desired, they can be changed in database programming to any one- to three-digit value. Changing a feature code may affect the accessibil- sty of other feature codes. See PROGRAM- B. FEATURE KEYS 2.3 Keysets and Single-Line Instruments (SLIs) have feature keys that allow one-key dialing of feature codes. The 24-line keysets have eight fixed- function feature keys and ten user-programmable feature keys. The 1Zline keysets have six fixed-func- tion and three programmable feature keys. All four SLI feature keys are user-programmable. C. SPCL AND FLASH KEYS 2.4 In some instances, feature codes are entered immediately after lifting the handset or pressing the SPKR key. Other times, the user must signal the sys- tem by pressing a designated key before entering the feature code. Keyset users signal the system by press- ing the SPCL key. SLI users press the FLASH key, and single-line DTMF set users perform a hookflash (press and release the hookswitch quickly). If the user does not enter a code or begin dialing before the dial initiation timer expires, the system sends reorder tones. Page 4-4
‘. INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE D. C.O. LINE ACCESS CODES 2.5 The feature codes used to access C.O. lines are listed below. If a default feature key may be used in place of a code, it is indicated at the end of the explanation. FEATURE NAME CODE DFFlNlTloN Automatic Line Selection 89 Answers the call that has been ringing or holding the longest at that station. Refer to page 4-29 for the priority list. Or, if no call is ringing or holding, the highest-numbered available auto line is selected for an outgoing call. (Keysets use line keys and the ANS key) Automatic Route Selection (ARS) 80 Allows the system to select the desired route for placing a call. Special route groups are programmed for calls within the local area code, calls outside the local area code, operator-assisted calls, and operator-assisted and direct-dialed international calls. (SLIs use the OUT key) Select Line Group l-8 81-87, and 9 Selects an available line from a programmed group of lines. * E. GENERAL FEATURE CODES 2.6 The following pages list the general feature codes. Most of them can be used at any station; however, some codes are for keysets only and/or require a display and some require a Data Port Module (optional on 24-line keysets; not available on 1Zline keysets). If a default feature key may be used in place of a code, it is indicated at the end of the explanation. Refer to pages 4-36 and 4-37 for a complete listing of the default feature keys. FEATURE NAME CODE DEFINITION Automatic Intercom Access 362 (Keysets only) Allows the user to determine how Cancel Automatic Intercom Access 363 ringing intercom calls will be answered: simply by lifting the handset (automatic access), or by lifting the handset and pressing the IC key. Automatic Line Access 360 Cancel Automatic Line Access 361 Automatic Line Answer Background Music On/Off 350 (Keysets only) Allows the user to determine how ringing outside calls will be answered: simply by lifting the handset (automatic access), or by lifting the handset and pressing a line key or the ANS key. Station users with allowed answer can pick up lines that are ringing into the system, but are not actually ringing at the stations themselves. This feature does not pick up transferred calls or recalls that are ringing at the station. (Keysets use line keys) 313 (Keysets only) Turns background music heard through the keyset speaker on and off. (BGND MUSIC key) Page 4-5
FEATURES INTER-TEL PRACTICES Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE FFATURE HA?& Call Forward: Call Forward All Calls CODE 355 PEFlNlTlON Immediately forwards all calls to another station or to an outside telephone number. (Keysets use the FWD key) Call Forward If Busy Call Forward If No Answer 357 356 Immediately forwards all calls to another station or to an outside telephone number when the station is in use. (The keyset FWD key may be reprogrammed with this feature code.) Forwards all calls to another station or to an outside telephone number if not answered within a predetermined time. (Ihe keyset FWD key may be reprogrammed with this feature code.) Call Fqrward If No Answer or Busy 358 CO Call Forward All Calls 351 CO Call Forward If No Answer CO Call Forward If Busy CO Call Forward If No Answer or Busy Cancel Any Call Forward Call Splitting Cancel Misc. Operations 395 352 353 354 359 337 ’ Forwards all calls to another station or to an outside telephone number if not answered within a predetermined amount of time, or immediately if the station is in use. (The keyset FWD key may be reprogrammed with this feature code.) Immediately forwards incoming CO calls to another station or to an outside telephone number. (The keyset FWD key may be reprogrammed to use this feature code.) Forwards incoming CO calls to another station or to an outside telephone number if not answered within a predetermined time. (The keyset FWD key may be reprogrammed to use this feature code.) Immediately forwards incoming CO calls to another station or to an outside telephone number when the station is in use. (The keyset FWD key may be reprogrammed to use this feature code.) Forwards incoming CO calls to another station or to an outside telephone number if not answered within a predetermined amount of time, or immediately if the station is in use. (Ihe keyset FWD key may be reprogrammed to use this feature code.) Cancels any call forward request. (Keysets use the FWD key) (Single-line sets only) Allows the single-line station user to return to calls on individual hold, in the order they were placed on hold. This single feature code cancels do-not-disturb, hunt group remove, page remove, call forwarding, disable handsfree, background music, and queue requests for the station. Page 4-6
/ INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE FEATURE NAME Conference CODE 5 Data Default Volumes Directories: System Directory CO. Directory 308 Display Date and Time Do-Not-Disturb 370 Cancel Do-Not-Disturb 371 Do-Not-Disturb On/Off 372 Feature Key Default 325 Feature Key Programming 327 Feature Key Display 326 Handsfree Disable Handsfree Enable Headset Enable 315 Headset Disable 316 340 394 307 300 310 311 FEATURES Issue 2, May 1990 DEFINITION Connects from three to five parties in a conference. A conference consists of a station and 2-4 other parties which can be outside callers or stations. (Keysets use the CNF key) _ (24-Line Keysets with Data Port Module only) Allows operation of a data device attached to a 24-line keyset. (DATA key) (Keysets with audio integrated modules on&) Sets the volume levels on the audio integrated module keyset to the defined default values. These keysets are not presently available. (Display Keysets only) If the system is using Advanced or Intermediate software, allows display keyset users to search for system intercom numbers and user names. The number can then be dialed, if desired. (Display Keysets only) If the system is using - Advanced or Intermediate software, allows display keyset users to search for system and/or tenant specific speed-dial numbers and names. The number can then be dialed, if desired. (Display Kkysets only) Displays the system date and time, user name, and intercom number during a call or when other displays are shown. Halts all intercom calls, transferred calls, and pages to the station. The cancel code returns the station to normal operation. The on/off code can be used to turn the feature on or off. (Keysets use the DND key) Keysets and SLIs have user-programmable feature keys that can be set to access feature codes. The keys can be set to the defined default values or they can be programmed individually. Display keyset users can view feature key assignments. (Keysets only) Disables/enables the keyset’s handsfree intercom answering. Incoming intercom calls ring as private calls if handsfree answering is disabled. (Keysets only) The enable code signals the system that a headset has been connected to the keyset. The disable code returns the keyset to normal operation. Page 4-7
FEATURES INTER-TEL PRACTICES Issue 2, May 1990 GMX-48 INSTALLATION & MAINTENANCE FFATURE NAME Hold: CODE DEFlNlTlOY Individual Hold 336 Places a call on hold so that it can be directly accessed only at that station or accessed through a reverse transfer from any other station. (HOLD key) System Hold 335 (@sets only) Places an outside call on system hold. It can be picked up directly at any station that has allowed answer, ring in, or outgoing access to the line. (Cannot be used on intercom calls. If used on conference calls, the system places the parties on individual hold. Cannot be used by 12-line keyset users on out-of-range lines.) Hookflash Hunt Group Remove 322 Hunt Group Replace 323 Message Cancel Message Cancel Current Message Microphone Mute On/Off Monitor Data Port Optional Account Code Page 330 365 366 379 314 341 390 7 Sends a timed hookflash over the C.O. line while on an outside call. Removes the station from the hunt group or places it in again. Does not affect non-hunt group calls. Leaves a message at a called station or the called station’s message center. Depending on how the message was left, the called station user can pick up the message from his/her message center or from the station that left the message. (Keysets use the MSG key) Allows the user to cancel a message that was left at another station. Cancels a message that is waiting at the station without requiring the user to respond to it. (Keysets use the asterisk key.) (Keysets only) Rims the microphone on or off during a call. If off (muted), the station user can hear the other party, but the party cannot hear the station user. (MUTE key) (24-Line Keysets with Data Port Module only) Allows monitoring of a data call through a 24-line keyset’s handset. (Requires a Data Port Module and a modem-equipped data device.) Allows the station user to enter an optional account code for SMDR during an outside call. When followed by a paging zone code, it allows announcements to be made through keyset speakers and/or external paging speakers. (Keysets use the PAGE key) : Page 4-8
INTER-TEL PRACTICES FEATURES GMX-48 INSTALLATION & MAINTENANCE Issue 2, May 1990 FEATURE NAME Page Remove Page Replace Private Call Program Redial Mode - Last Number Dialed Program Redial Mode - Last Number Saved Queue Request 6 Cancel Queue Request 376 Redial 380 CODE 332 333 369 320 321 Reminder Message Cancel Reminder Message Reverse Transfer (Call Pick-Up) 305 306 4 Ring Intercom Always 367 Cancel Ring Intercom Always 368 Select Ring Tone 328 Speakerphone On/Off 312 Station Monitoring 396 Station Key Default 329 DFFINITION (Keysets only) Halts pages through the keyset speaker or allows them to be received again. Allows users to invoke call privacy on> an outside call when privacy release is enabled system wide. (Keysets only) Programs the keyset redial mode to store either the last outside telephone number dialed or the last outside telephone number saved. Requests an automatic callback when a busy line or station becomes available. The cancel code terminates a queue request. (Keysets use the QUE key) Redials the last outside telephone number dialed or saved at the station (up to 32 digits). Also used to save numbers at keysets programmed for last number saved. (REDL key) (I@ysets only) Sets or cancels a reminder message that signals the station at a specific time. Picks up a call ringing or holding at another station. Also used for the group call pick-up feature to pick up calls that are ringing at a hunt group pilot number or hunt group station. Programs the station to always place private (non-handsfree) intercom calls. The cancel code allows the station to again place handsfree calls to keysets. (Keysets only) Selects the type of ringing alert tone that will be heard from the keyset. (Keysets only) Tams the keyset speakerphone on or off for on-hook dialing, conversation, and monitoring. (SPKR key) (Keysets only) Allows a designated hunt group supervisor to monitor the outside calls of anyone in the associated hunt group. (Keysets only) Keysets can have station keys if there are unused line keys. These keys can be used for accessing intercom numbers or feature codes (as determined in database programming). This feature code returns the keys to the database default values. Page 4-9
FEATURES Issue 2, May 1990 INTER-TEL PRACTICES GMX-48 INSTALLATION & MAINTENANCE FFATURE NAME CODE PFFINITIOM Station Speed Dial Program Station Speed Dial System Speed Dial 382 383 381 Dials/programs one of the 10 station speed-dial telephone numbers when followed by a location code (O-9). (Keysets use the SPD/BLF keys and SLIs use the STN SPD key) - Dials one of the 100 system or tenant-specific speed-dial telephone numbers when followed by a location code (00-99). Also used for reviewing system or tenant-specific speed-dial numbers at stations and for programming at the designated keyset. (Keysets use the SYS SPD key) Transfer CO Call 345 Transfer Intercom Call 346 Transfer CO/X to Hold 347 Voice Computer Access 281-295 Transfers an outside call to another station or to an outside telephone number. (Keysets use the XFR key) Transfers an intercom call to another station or to an outside telephone number. Transfers a call to another station and places it on individual hold so that it does not ring or send call waiting signals while holding. (Keysets may use XFR and HOLD keys on outside calls) These codes can be assigned to feature keys or station keys to provide one-key access to voice computer hunt groups. They are associated with pilot numbers 236-250 respectively. E ATTENDANT FEATURE CODES 2.7 The following feature codes may be used only at designated attendant stations. Non-attendant station users hear reorder tones if they attempt to use these feature codes. FEATURE NAME Attendant SAR Clear System Alarm Night Ring On/Off CODE 025 019 010 PEFlNlTlON Generates a station activity report (SAR). Cancels a system alarm display. Places system in night mode or cancels night mode. While in night mode, the night SCOS, outgoing access, ring-in and allowed-answer assignments are used. Paging Speaker Music On/Off 018 Program Lines Out of Service 030 Program Lines In Service 031 Turns background music on or off to the external paging speaker(s). Removes lines from service (unequips them in programming) to allow service personnel to test and perform maintenance. Returns the lines to service that have been unequipped using the program lines out of service code described above. Page 4-10