Nortel Compact Ics 6.0 System Coordinator Guide
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Auto Attendant / 91 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Preventing a telephone from using Saved Number Redial Saved Number Redial can be restricted at individual telephones. You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 13 for more information. 1. Press ²¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press ≠ and enter the internal number of the telephone you want to program. 4. Press ≠. 5. Press ‘ three times. The display shows Restrictions. 6. Press ≠ twice. 7. Press ‘ twice. The display shows Allow saved no:. 8. Press CHANGE to choose Y (Yes) or N (No). Displays You have saved a speed dial number that displays a name rather than the number. The number is dialed correctly, but you cannot see it. You have tried to save the number of an incoming call. You can only save numbers that you have dialed yourself. Hidden number No number saved
92 / Auto Attendant Com pact ICS 6.0 System Coordinator Guide P0992670 03
P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Handling many calls at once Using Hold You can temporarily suspend a call by pressing ³. When a call is on hold, its indicator flashes on all telephones that have access to the line. The call can be retrieved from any of these telephones. On the M7100 or T7100 telephone, ³ alternates between two lines; one active, one on hold. These telephones cannot retrieve a call placed on hold by another telephone. Retrieving a held call You can connect to a call on hold by pressing the flashing line button of the held call. Holding automatically If your line has been programmed with full autohold, you can switch from one call to another and have your calls put on hold automatically. Press the line button of the caller you want to speak to. Your current caller is put on hold automatically. Tip - Answered Hunt Group calls can be placed on hold at the answering Norstar set. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.
94 / Handling many calls at once Com pact ICS 6.0 System Coordinator Guide P0992670 03 Listening on hold If you have been put on hold, you can hang up the handset while you wait for the other person to return. 1. Press ³. 2. Hang up the handset. 3. Press the line button of the call. You may hear indications from the far end that you are on hold (for example, tones or music). 4. When the person you were talking to returns you hear them through your telephone speaker. Lift the handset and talk. Holding a call exclusively ²àá You can put a call on Exclusive Hold so that it can be retrieved only at your telephone. Press ²àá or ²³. The line appears busy on all other telephones, and the call cannot be picked up by anyone else in the office. Displays Tip - If Automatic Handsfree has been assigned to your telephone, you can use the Handsfree/Mute feature instead of Listen on Hold. You have placed one or more calls on hold. The name of the line that has been held the longest is displayed.On hold: LINENAM
Handling many calls at once / 95 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Using Call Queuing ²¡âÚ If you have more than one call ringing at your telephone, you can choose the call that has the highest priority by pressing ²¡âÚ. Call Queuing answers incoming external calls before callback, camped, and transferred calls. Using system-wide call appearance (SWCA) This feature allows a call to maintain an appearance on the System Wide Call Appearance (SWCA) buttons to a group of users for the life of the call. SWCA codes can be assigned to up to 16 program buttons with indicators on each telephone in a group. See ‘‘Programming a feature code onto a memory button’’ on page 137 for general information about setting or changing key programming for a telephone. SWCA keys can be assigned to memory keys using ²¥Ü to assign the SWCA feature codes: ²¥ÞÛâto ²¥ÞÜÞ. Refer to the Compact ICS 6.0 Installer Guide for information about determining how the system will assign calls to SWCA keys, and how the Hold feature will perform. Note: Telephones without assigned SWCA keys can still retrieve a SWCA call by entering the feature code that was used to park the call, providing that they have a free intercom key with which to accept the call. However, there is no indication on these telephones to show which codes were used to park which call. This information can be communicated by the person who parked the call by using a voice call or by using the Page feature to provide a verbal alert. A call can also be parked on the system by entering a SWCA code, if there are no assigned SWCA user keys on the telephone. Each group telephone must either have a line appearance of the call coming in, or a free intercom button to be able to retrieve a SWCA call. The number of SWCA keys that can be assigned will depend on available buttons on the
96 / Handling many calls at once Com pact ICS 6.0 System Coordinator Guide P0992670 03 telephone. T7316 and T7324N telephones provide the broadest use of this feature. Companion, M7000/T7000 and M7100N/T7100 telephones do not have line or intercom buttons, therefore, they cannot be assigned SWCA lines. Your system administrator can configure the SWCA line buttons during the initial configuration of your telephone, in which case, you should have a list of which codes were used. Otherwise, you can use the Supervisor password to assign codes to memory keys with indicators. Incoming calls When you answer an external call, the system can react in one of two ways, depending on what settings were specified in system programming: the call may be transferred automatically to a free SWCA key when you answer the call. In this case, you need to put the call on Hold to free the line the call came in on. OR you may need to press the a free SWCA button to transfer the call manually to a free SWCA key. In this case, when you transfer the call, the line the call came in on is released. When you put a call on hold, the system can react in one of two ways if you have SWCA keys defined: when you put the call on Hold, the call transfers to a SWCA key and all the other extensions with corresponding SWCA keys display a flashing indicator beside the button. The call can be picked up at any other extension. If the call automatically transferred to a SWCA key when it was answered, then this option puts the call on hold at the same key. Tips - Since SWCA keys use the park feature, check with your system administrator to ensure that park is turned on for your system. A SWCA call on park that exceeds the park timeout timer is released from the SWCA button and rings again at the original telephone.
Handling many calls at once / 97 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide OR when you put the call on Hold, it stays on hold on the line that it came in on. To make the call available to other extensions, press a free SWCA key. Calls with appearances on SWCA keys show a solid indicator when the call is active. On the extension where the call is active, an Intercom or Line button also becomes active. SWCA indicators, call status states (auto assign) Outgoing calls When you make an outgoing call using the intercom key on your telephone, the call is automatically transferred to the first available SWCA key. Solid indicators appear beside the intercom button and the SWCA key on your telephone. All other telephones in the group also see a solid indicator beside the SWCA key, indicating that the line for that key is in use. If you put the call on hold, the SWCA key indicator fast-flashes on your telephone, and slow-flashes on the other telephones in the group. The call can then be picked up by any other telephone in the group. Call is answered and automatically assigns to a SWCA key. Call is put on Hold. The SWCA indicator flashes at all extensions. The indicator beside the line key disappears, freeing up the lineCall is retrieved. An indicator appears beside the Intercom button. The SWCA indicator becomes solid on all extensions, indicating that the call is active. SWCA1 SWCA2 SWCA3Line 1 Line 2SWCA1 SWCA2 SWCA3Line 1 Line 2SWCA1 SWCA2 SWCA3Line 1 Line 2 SWCA4 SWCA5 SWCA6 In te rc om Intercom
98 / Handling many calls at once Com pact ICS 6.0 System Coordinator Guide P0992670 03 No free call keys If all the SWCA keys are currently occupied when a new call comes in, you can still put the call on Hold. If a SWCA key has been freed up between the time you answered the call, and when you want to put the call on Hold, the call will transfer to the free SWCA key and act as described in ‘‘Incoming calls’’ on page 96. If all SWCA keys are still occupied when you put the new call on Hold, the call will be held at your telephone on the line it came in on. When a SWCA key becomes free, you can take the call off hold and press the free SWCA key so the call has a group-wide appearance. These principles also apply to outgoing calls.
P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Transferring calls Using the transfer feature ²àâ Transfer allows you to direct a call to a telephone in your Norstar system, within the Norstar network, or external to Norstar. Transferring a call 1. Press ²àâ. 2. Call the person to whom you want to transfer the call. 3. If you want to talk to the person to whom you are transferring the call, wait for them to answer, and speak to them before proceeding. 4. When you are ready to complete the transfer, press ¨ or JOIN. You cannot use Last Number Redial, Saved Number Redial, a speed dial code, Priority Call or Ring Again to dial the number for a transfer. Depending on how a private network call is routed, it may not always be possible for the system to return a transferred call to you if the transferred call is not answered. When transferring a call to a private network destination, stay on the line until the person to whom you are transferring the call answers. You cannot use the Line Pool feature code to access a line pool for a transfer. To use a line pool, use a programmed line pool button, or press the button with the ∆ label and enter a line pool access code. If you have an auxiliary ringer programmed to ring for calls on an external line, and you transfer a call on that line without announcing the transfer, the auxiliary ringer rings for the transferred call.
100 / Transferring calls Com pact ICS 6.0 System Coordinator Guide P0992670 03 Transferring external calls If an external call is transferred to a busy telephone, or not answered after a few rings, the call automatically rings again at the telephone from which it was transferred, and the display indicates that the telephone was busy or that no one answered. When transferring an external call to an external number, the external call you are trying to transfer must be an incoming call on a disconnect supervised line. While on a conference call, you can remove yourself from the conference and connect the other two callers using the Transfer feature. However, if both of the other people are from outside the system, at least one of the outside callers must have called you and both of the outside calls must be on disconnect supervision lines. Note: Transfer via Hold on DID lines is not supported. Once a call is answered, the line appearances on all other sets are free immediately to take other calls. This allows a greater number of calls to be received. Use the Call Park feature to transfer a call. In certain situations, you may experience lower volume levels when transferring an external call to an external person, or when transferring two external callers from a conference call. Canceling a transfer You can reconnect to the person you are trying to transfer at any time before the transfer is complete. 1. Press ²£àâ or CANCL. 2. If you are not reconnected to your original call, press ¨ and then press the line key of the original call, which is now on hold. Displays You are talking to the person you want to transfer the call to. Press RETRY if you decide to transfer the call to someone else. Press ¨ or JOIN to transfer the call. 21>22 CANCL RETRY JOIN