Nortel Compact Ics 6.0 System Coordinator Guide
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P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Answering calls Answering incoming calls with Hunt Groups Your Norstar system now allows you to establish Hunt Groups in your system. Hunt Groups are a group of Norstar set DNs that can be called by a single directory number. The Hunt Groups feature ensures calls are easily routed to the appropriate people. You can program the members for a Hunt Group member position within a Hunt Group how calls are distributed how long a call spends looking for available members what happens if all members are busy For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155. Answering an incoming call There are three indications of an incoming call: ringing, a line button flashing, and a message on the display. You may not necessarily receive all three indications for any particular call. For example, you may have a line that has been set up not to ring at your telephone. If so, you see only a flashing line button. There are many possible combinations, depending on how your system is set up. See ‘‘Choosing a line using a line button’’ on page 65 for more information on the use of lines. If you receive a priority call and your telephone has no free internal line buttons, you cannot transfer the priority call, you must accept or release it.
42 / Answering calls Com pact ICS 6.0 System Coordinator Guide P0992670 03 Line buttons One line button for each line is assigned to your telephone. Press the line button to select the line you want to answer or use to make a call. Having several line buttons allows you immediate access to more than one line. The M7100 and T7100 telephones have two intercom paths which are used instead of line buttons to answer and make calls. Each M7100 can be assigned two lines. You can press ³ to switch between two calls, one active and one on hold. What line indicators mean Rings you may hear ºFlashing on and off for equal lengths of timeThere is an incoming call on the line. ºFlashing on and off more quicklyYou have placed a call on hold. ºFlashing on for longer than offSomeone else has put a call on hold on that line. ºOn, not flashingYou are connected to the call on that line or the line is in use elsewhere. OffThe line is free. A double beep every ten secondsA call has been camped to your telephone. A long single ringThere is an external call on the line for you. A shorter double ringThere is an internal call on the line for you or a call is being transferred to you. A brief single ringA call is being redirected on one of your redirected lines. You cannot answer this call. Three beeps descending in toneYou are receiving a priority call.
Answering calls / 43 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Sorting calls by distinctive ring patterns When lines are configured on your system, they can be assigned one of four distinctive ring patterns (DRP). The default for all telephones and lines is None, which is the lowest priority. Call ringing: When multiple calls are presented to the telephone, the call with the highest priority DRP setting will be the call that rings at the telephone. Call answering: When multiple calls are presented to a telephone, and the user picks up the handset, the call with the highest priority DRP setting is the call that is presented. Note:External calls always have a higher priority than internal calls. Note:If the ring type is changed on a telephone after the DRPs are set on the line, the line DRPs are overwritten by the telephone settings. If the DRPs are set for a line after telephone programming, then the telephone ring programming is overridden by the line DRP program. If the call is to a Hunt group, and the Hunt group DRP is higher than the line DRP, the Hunt group DRP will take precedence within the Hunt group. Answering calls at a prime telephone Each line in a Norstar system can be assigned a prime telephone. Calls not answered at their normal destinations are transferred to the prime telephone. The prime telephone is usually the telephone assigned to the attendant. The installer or customer service representative programs a prime telephone for a line. Displays The person at telephone 21 has forwarded a call to you using Do Not Disturb. The system has transferred a call to you from a telephone with Do Not Disturb turned on. Nobody answered this call so the system transferred it to you. DND from 21 DND transfer DRT Line001
44 / Answering calls Com pact ICS 6.0 System Coordinator Guide P0992670 03 Using a central answering position (CAP) module A central answering position (CAP) is a Norstar M7324 telephone and a CAP module that your installer or customer service representative programmed as a CAP. It is best if the CAP is the prime telephone and direct-dial telephone for the lines and telephones it serves. M7324 set with one CAP module A CAP module is an add-on device that provides 48 extra memory or line buttons. You can connect one Norstar CAP module to the telephone to increase the number of lines it can handle. When a CAP module is first plugged into your telephone, some of the module buttons are already programmed to dial an internal number. Someone has camped, parked or transferred a call on line 001, but no one has answered it. Press CALLBACK or the line button to connect to the call. There is no telephone that can receive a call on line 001 so the system has transferred it to you. The call coming in on line 002 was intended for target line 052. Line 052 is busy so the call has come to you. For other displays, see ‘‘Common feature displays’’ on page 229. Line001 callback CALLBACK Line001 to prime Line002>Line052 M7324 telephone CAP module
Answering calls / 45 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Customizing your CAP module If your installer has programmed the CAP module to be the central answering position for your system, you can move external lines onto the CAP module by using ²¥¡Ú. See ‘‘Moving line buttons’’ on page 147. Any of the buttons on your CAP module that do not select lines can be programmed to dial internal or external numbers automatically. You can program features onto CAP module buttons. See ‘‘Storing a number on a memory button for Autodial’’ on page 84 and ‘‘Customizing your telephone’’ on page 135 for information on programming memory buttons. Monitoring telephones with the CAP module The indicators ˆ beside internal autodial buttons on your CAP module show the status of Norstar telephones. The indicator is on when the telephone has: an active call Do Not Disturb turned on The indicator is off when a telephone has: no active call a call on hold and no other active call Release button Pressing ¨ ends a call. You do not have to put the handset down. ¨ also ends feature programming. While you are on a call, do not press ¨ to end a feature you are using. If you do, you disconnect the call. Use ² instead. Tip - You can send up to 30 messages from a CAP.
46 / Answering calls Com pact ICS 6.0 System Coordinator Guide P0992670 03 Hearing aid compatibility The handsets on all Norstar telephones are compatible with hearing aids as defined in the FCC rules, Part 68, section 68.316. Not all hearing aids are optimized for use with a telephone. Viewing information about a call on the display If you subscribe to Call Display services from your local telephone company, one line of information about an external caller is displayed after you answer. Depending on the setting and the external information available, either the callers name or telephone number is displayed. When you transfer an external call to another Norstar user, this information is displayed on the recipients telephone. Call Display information becomes available between the first and second ring of an incoming call. If you answer before the Call Display information is available on your display, and you press ²¡ÚÚ, you see only the line number or line name. To use logging features with Call Display, see ‘‘Using Call Log’’ on page 127. Using Call Information for a particular call ²¡ÚÚ Call Information allows you to see information about incoming calls. This information is more detailed than the Call Display information you can receive automatically. For external calls, you can display the caller name, telephone number, and the line name. For an internal call, you can display the caller name and the internal number of their set. You can see information for ringing, answered, or held calls. Call Information is available for calls even if they have been transferred, forwarded or rerouted in some way.
Answering calls / 47 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Names and numbers for external calls are displayed only if you have subscribed to Call Display services from your telephone company. Displaying Call Information before or after answering To find out who is calling or to display information about your current call: 1. Press ²¡ÚÚ. 2. Press £ or VIEW to display more information about an external call. Call Display information becomes available between the first and second ring of an incoming call. If you answer before the Call Display information is available on your display, and you press ²¡ÚÚ, you see only the line number or line name. Displaying Call Information for a call on hold 1. Press ²¡ÚÚ. The display shows ˆSelect a call. 2. Select the line on hold. Information about the call is displayed. 3. Press £ or VIEW to display more information about an external call. Tip - Call Log displays the same information as Call Information, along with the date and time of the call, and the number of times the caller called. Tip - If your telephone automatically displays Call Display information for a call, you need to press ²¡ÚÚ before you can press £ or VIEW to display more information about the call.
48 / Answering calls Com pact ICS 6.0 System Coordinator Guide P0992670 03 Making Call Display information appear automatically at a telephone Each telephone that rings for an external line can display Call Display information for that line. After the call is answered, Call Display information is always shown at the telephone that answered the call. Your installer or customer service representative can program telephones to have automatic Call Display. This feature is not available to ISDN terminals. Changing what information is shown first about a call Depending on the services you subscribe to, Call Display information may contain up to three parts: the name of the caller, the number of the caller, or the name of the line in your Norstar system that the call is on. For each telephone, you can determine which information is displayed first. 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 ‘ four times. 6. Press ≠. 7. Choose a setting at 1stDisplay: using the CHANGE button. The choices are Name, Numbr or Line. You may see Unknown name or Unknown number on the display if the information is not available from your telephone company. You may see Private name or Private number on the display if the caller blocks that information.
Answering calls / 49 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Picking up a call ringing at another telephone You can pick up a call ringing at another telephone using Directed Pickup or Group Pickup. Answering any ringing telephone using Directed Pickup ²àß You can answer any telephone that is ringing in your Norstar system. 1. Press ²àß. 2. Enter the internal number of the ringing telephone. Call Pickup cannot be used to answer analog lines that are set to private. To use Call Pickup (Directed Pickup), the telephone must be ringing. If, for example, the auxiliary ringer is ringing, but the call is not ringing at a telephone, the call cannot be answered using Directed Pickup. It must be answered normally at a telephone that has a flashing indicator for the call, or by using Trunk Answer. You can answer a call that is ringing because someone has transferred the call to a telephone and the call is ringing on an intercom button. Answering any ringing telephone using Group Pickup ²àÞ Your Norstar system can be divided into four pickup groups. If you are a member of a pickup group, you can pick up a call that is ringing at any telephone in your pickup group. Press ²àÞ. Tip - Directed pickup can retrieve calls that are ringing on an Answer DN. While you may enter the internal number of the telephone you hear ringing, it may be calls from another telephone you are answering.
50 / Answering calls Com pact ICS 6.0 System Coordinator Guide P0992670 03 Group Pickup cannot be used to retrieve a camped call. If there is more than one incoming call at a telephone in a pickup group, a call ringing on an external line is answered first followed by calls on the prime line and, finally, calls on internal lines. Changing a pickup group for a set Telephones can be put into and taken out of pickup groups. 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 ≠ twice. 5. Press ‘five times. 6. Press CHANGE at Pickup grp: to assign the telephone to pickup group 1, 2, 3, or 4, or to None. Displays Tip - A Hunt Group call ringing at a Norstar set DN that is also a member of a call pickup group can be picked up by any Norstar set in that call pickup group. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155. You are already connected to the telephone that made the call you are trying to pick up. This can happen if you are on a call to a co-worker, your co-worker dials the number of a telephone in your pickup group, and you attempt to pick up that call. There is no call that you can pick up or the call that was ringing has already been answered. You have tried to pick up a call on someone elses private line. Already joined Pickup denied