Nortel Compact Ics 6.0 System Coordinator Guide
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P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Auto Attendant The built-in Auto Attendant automatically answers and directs incoming calls, which can reduce or eliminate the workload for the person who answers incoming calls for an office. The Auto Attendant carries out three tasks: System Answer, Custom Call Routing (CCR) and direct extension dialing. Your installer or customer service representative enables the Auto Attendant for your Compact ICS, and programs which lines are to be answered by CCR. You may have the option of choosing to record your own greetings instead of using the pre-recorded greetings for System Answer and CCR. Consult your Customer Service Representative to determine whether or not your system has the capability to record customer greetings. System Answer The System Answer feature simplifies the job of answering calls by making sure all calls are answered within a set number of rings. When calls go unanswered at the telephone monitored by System Answer (called the attendant set), Norstar answers the call and plays a greeting. It then puts the call on hold until someone can retrieve it. If the caller knows the internal number they want to reach, or is using the Norstar remote features, they can dial while the System Answer greeting is playing. System Answer monitors all external calls that appear as a flashing line button on the attendant telephone including Answer buttons and external calls that have been transferred. After System Answer has played the Tip - The Auto Attendant can transfer calls to a Hunt Group. For more information on Hunt Groups see ‘‘Programming Hunt Groups’’ on page 155.
72 / Auto Attendant Com pact ICS 6.0 System Coordinator Guide P0992670 03 greeting, the call is put on hold at the same line indicator where it first appeared. The feature does not answer calls from internal extensions. Custom Call Routing (CCR) The job of answering and transferring calls can be taken over by CCR. When someone calls on lines monitored by CCR, the system answers the call and plays a greeting you have recorded. Callers using a tone dial set can then: direct their call by pressing a digit as instructed by your greeting (for example, “to reach our salespeople, press 4”) enter an internal telephone number (a fast way for regular callers to reach someone directly) access remote features reach an attendant by pressing a single digit (a way to transfer out of CCR and talk to someone) You can use two greetings with CCR: one for when your office is open and one for when it is closed. The business closed greeting may announce your office hours and give a digit to press to leave a message (if you have a voice mail system or answering machine), and callers can dial an internal number to reach someone who is working after hours. If CCR forwards a call and it goes unanswered (either because the caller enters an invalid extension number or no one is there to answer the call) the call is redirected to ring at the prime telephone after the usual Callback delay. Once a caller has dialed out of the CCR greeting, he or she is not able to return and make another selection. CCR groups CCR allows callers to reach groups of telephones by dialing a single digit they select from the audio menu. You create the CCR groups in programming. When a call is sent to a CCR group in which all the telephones have the same programming, the call goes to the telephone with the lowest internal number.
Auto Attendant / 73 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide If the telephones in a CCR group have different programming, the call is handled by the telephone programming that takes effect first. For example, if a telephone in a group forwards after two rings, it forwards the call from CCR before the telephones in the group that are programmed to forward after three rings. A CCR call is forwarded by Forward on Busy, the Call Forward feature code, and Callback programming. Be sure to keep this in mind when programming the telephones in your CCR groups. When a call that was handled by CCR rings at your telephone, call information appears automatically on the display. You must subscribe to a call display service and have the proper equipment installed in your system for this feature to work. If CCR is programmed to answer the call in less than two rings, the call information may not be captured and forwarded to the telephones in the CCR group. Direct extension dialing Both System Answer and CCR give the caller the opportunity to dial an internal telephone number or use remote feature access such as direct inward system access (DISA). This means callers do not have to wait to reach the person they are calling and only the person they are calling has to handle the call. Customizing System Answer and CCR Your installer or customer service representative turns on System Answer and CCR for your system. They assign which lines can be answered with CCR. Until this master control is turned on, the Auto Attendant features are not available. It is recommended that the CCR not be programmed to answer lines that are answered by System Answer at the attendant telephone (usually the reception telephone). Plan how you are going to customize System Answer and CCR before you start programming. Decide which telephone is to be the attendant telephone. This telephone is one where calls can be answered automatically and put on hold.
74 / Auto Attendant Com pact ICS 6.0 System Coordinator Guide P0992670 03 For pre-recorded greetings, decide which language is to be used to greet callers. If you want two languages, decide which is heard first. Write down the greetings or scripts that you want to record as the company greeting and business closed greeting. Refer to examples in ‘‘Recording customized greetings for System Answer and CCR greetings’’ on page 81. Organize your telephones into groups and decide what number a caller is to use to reach each group. Using the groups and numbers you have created, write down the greeting or “script” to be heard as the CCR. Decide how many times a call rings before System Answer and CCR answer. Be sure it does not conflict with voice mail or other auto attendant applications you may be using. If CCR lines ring at the attendant set, CCR and System Answer can conflict. Use a programming session and feature codes to create your custom System Answer and CCR. Test both System Answer and CCR to make sure they are working properly. Make sure your installer or customer service advisor has programmed your system to use the held line reminder tone. This provides another indication that System Answer has placed a call on hold. Turning System Answer on or off ²¥¡ÜÚ System Answer can be turned on and off at any telephone in the system. System Answer handles only the calls that ring at the attendant telephone (attendant set). 1. Press ²¥¡ÜÚ. The display shows the current status of System Answer. 2. Press CHANGE or £ and enter the System Coordinator password or Basic password (the default passwords are ÛÜßÝß and ÛÛàÝÛ) to turn the feature on or off. 3. Press OK or ¥ to confirm the change.
Auto Attendant / 75 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide Because System Answer answers calls and then puts them on hold, the feature should be turned off when no one is at the telephone to retrieve the calls. Turning CCR on or off ²¥¡ÜÛ 1. Press ²¥¡ÜÛ. The display shows the current status of CCR. 2. Press CHANGE or £ and enter the System Coordinator password or Basic password (the default passwords are ÛÜßÝß and ÛÛàÝÛ) to select a setting: OFF, Bus. Open, or Bus. Closed. 3. Press OK or ¥ to confirm the change. See the section on recording greetings for a description of the Business Open and Business Closed greetings used with CCR. Choosing the attendant telephone Programming allows you to choose a telephone to be the attendant telephone (attendant set). External calls that go unanswered at this telephone are handled by System Answer. 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). The display shows Terminals&Setsˆ. 3. Press “ twice. The display shows System prgrmingˆ 4. Press ≠, ‘, and ≠. The display shows the internal number of the current attendant telephone. Tip - You can program the feature code for turning System Answer and CCR on or off on a memory button with an indicator at the attendant telephone. You know that the feature is turned on when the indicator is lit at the attendant set.
76 / Auto Attendant Com pact ICS 6.0 System Coordinator Guide P0992670 03 5. Press CHANGE and enter the internal number of the telephone you want to assign as the attendant telephone. Changing the language for System Answer and CCR The programmed greetings used with the auto attendant features are available in three languages. You can change which language that callers hear, or program the system to play greetings in a second language. If you record your own greeting, that custom greeting is the one that is played regardless of the language choice. 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). The display shows Terminals&Setsˆ. 3. Press “ twice.The display shows System prgrmingˆ. 4. Press ≠, ‘, and ≠. The display shows the setting for the attendant telephone. 5. Press ‘. The display shows Languageˆ. 6. Press ≠. The display shows the first language used in greetings. 7. Press CHANGE to select a language: English, French or Spanish. 8. Press ‘. The display shows the second language that callers hear. Press CHANGE to select a different language or NONE. Setting ring delay before System Answer takes a call 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 “ twice. 4. Press ≠, ‘, and ≠.
Auto Attendant / 77 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide 5. Press ‘ twice. The display shows System Answer… 6. Press ≠. 7. Press CHANGE until you see the appropriate number of rings (between 1 and 12). If the system is busy answering calls, the line rings until System Answer can retrieve the call. Setting the ring delay before CCR greeting answers 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 “ twice. 4. Press ≠, ‘, and ≠. 5. Press ‘ three times. The display shows CCRˆ. 6. Press ≠. 7. Press CHANGE until you see the appropriate number of rings (between 1 and 12). If the system is busy answering calls, the line rings until CCR can retrieve the call. If CCR is programmed to answer the call in less than two rings, the call information may not be captured and forwarded to telephones in the CCR group. Adding/removing telephones from CCR groups The greeting you create for CCR tells a caller to press a number to reach a group of telephones. You add or remove telephones from these groups (CCR groups) in programming.
78 / Auto Attendant Com pact ICS 6.0 System Coordinator Guide P0992670 03 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 “ twice. 4. Press ≠, ‘, and ≠. 5. Press ‘ three times. The display shows CCRˆ. 6. Press ≠. 7. Press ‘. The display shows CCR groupsˆ. 8. Press ≠ and enter the number of the group to which you want to make changes. 9. Press ≠ and enter the internal number of the telephone you want to add or remove from the group. 10. Press CHANGE to select the status of the telephone in the group: Assigned, Unassgnd. You can have a total of nine CCR groups. Each group can include up to 20 telephones. Using the pre-recorded greetings Pre-recorded greetings are always used when the System Answer or CCR are turned on, even if you do not create personalized recordings. The pre- recorded greetings can be turned off (not erased) and/or replaced with user- recorded substitutes. If a pre-recorded greeting is turned off, all System Answer and CCR features that use that greeting are affected. Incoming calls at the attendant telephone hear the System Answer greetings. Lines that are set up to be answered by CCR hear a different set of greetings. They are: All of our operators are busy. If you know the extension that you want, and are using a touch-tone phone, please dial it now. Or, hold the line and your call will be answered as soon as possible. Thank you for calling.
Auto Attendant / 79 P0992670 03 Compact ICS 6.0 Syste m Coordin ator Guide In the next section, these recordings appear (in italics) as part of examples of complete greetings that callers might hear. “Thank you for calling” is heard when the caller does not respond to the Business closed greeting after it has been repeated, before the system disconnects the caller. Using customized greetings for System Answer and CCR Norstar uses both greetings you record and pre-recorded greetings to tell callers how their call is being handled. You can make your own voice recordings for all of the greetings used in System Answer and CCR. For customer greetings, you can create your own version or turn the greeting off completely. With system greetings, you can select the system version, create your own version, or turn the greeting off. The following examples use greetings recorded for use at a company called Bluebird Consulting. You can use them as models for when you make your own recordings. The pre-programmed parts of the greetings are shown in italics. System Answer on: You have reached Bluebird Consulting. All of our operators are busy. If you know the extension that you want, and are using a touch tone phone, please dial it now. Or, hold the line and your call will be answered as soon as possible. You may choose to create your own message (shown in italics following) instead of using the pre-recorded greetings: You have reached Bluebird Consulting. We can’t come to the phone right now. If you know the number of the person you are trying to reach, enter the number now. Or stay on the line and someone will assist you momentarily. CCR, Bus. open: You have reached Bluebird Consulting. To reach one of our sales agents, press 1. To contact our accounting office, press 2.
80 / Auto Attendant Com pact ICS 6.0 System Coordinator Guide P0992670 03 To reach Joan Smithers, press 3. To talk to an attendant, press 0. To repeat this menu, press star. If you know the extension that you want, and are using a touch tone phone, please dial it now. Or, hold the line and your call will be answered as soon as possible. CCR, Bus. closed: You have reached Bluebird Consulting. Our offices are closed. Our business hours are 8 a.m. to 5 p.m., Monday through Friday, Pacific Standard Time. If you know the extension that you want, and are using a touch tone phone, please dial it now. Time available for customized greetings You have a total of 96 seconds of recording time to allocate to all greetings. If you begin by recording a 15-second company greeting, there are 81 seconds available for the remaining greetings (96-15=81). The maximum length of a single recording is 32 seconds. If you exceed the maximum time for a single recording, an error message accompanied by a tone is given. A greeting that is turned off is not erased. The time used by the greeting does not return to the 96-second time pool. User-recorded greetings are stored on the feature card. The recordings are erased when the card is replaced. If the same card is removed then reinserted, the recordings are preserved. You must re-record all user- recorded greetings when upgrading to a new feature card. Tip - For better sound quality in your greetings, use the handset for recording greetings (not the handsfree microphone). System greetings are permanent and can never be erased.