Nortel Compact Ics 6.1 System Coordinator Guide
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Auto Attendant / 101 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide Changing and adding System Speed Dials System Speed Dial codes are numbered from 001 to 255. The system coordinator assigns numbers to System Speed Dial codes for the entire system. See ‘‘Adding or changing a system speed dial’’ on page 31. Adding or changing a User Speed Dial ²¥Ý To add or change a User Speed Dial number on your telephone: 1. Press ²¥Ý. 2. Enter a three-digit code from 256 to 279 that you want to associate with a telephone number. 3. To include a line selection for this number, press the line or intercom button. To select a line pool, press a programmed line pool button, or press the Intercom button, and enter a line pool access code. For M7100/T7100 telephones, you can only select a line pool. 4. Enter the number you want to program. 5. Press ³ or OK. Displays Tip - There is no difference between using User Speed Dial and using System Speed Dial. They differ only in how you program them. Continue entering the number you want to program. You can change the number by pressing BKSP or Ã. When you are finished, press ³ or OK. Enter the telephone number you want to program exactly as you would if you were dialing it normally. When you are finished, press ³ or OK . 256:9___ CANCLBKSP OK Enter digits QUIT OK
102 / Auto Attendant Com pact ICS 6.1 System Coordinator Guide P0603544 02 Making a speed dial call You can quickly dial external telephone numbers that have been programmed onto speed dial codes. 1. Press ²â. 2. Enter the appropriate three-digit speed dial code. You have entered a code outside the code range (001-255 for system, 256-279 for user). There is no number stored on the speed dial code you have dialed. If you want to program a line or line pool selection for this speed dial number, select the line or line pool. Otherwise, enter the telephone number exactly as if you were dialing it normally. When you are finished, press ³. If you want to program a line or line pool selection for this speed dial number, select the line or line pool. Otherwise, enter the telephone number you want to program exactly as if you were dialing it normally. When you are finished, press OK. There is no line associated with the speed dial number you are trying to use. Select a free external line or line pool and enter the speed dial feature code again. The system cannot dial the number stored. Reprogram the number. For other displays, see ‘‘Common feature displays’’ on page 253. Invalid code No number stored Program and HOLD Program and OK QUIT OK Select a line Unknown number
Auto Attendant / 103 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide Using Saved Number Redial ²ßà You can save the number of the external call you are on (provided you dialed the call) so that you can call it again later. Each telephone can save one number at a time with Saved Number Redial, not one number for each line. Saving a number Press ²ßà while you are on the call. Saved Number Redial records a maximum of 24 digits. Dialing a saved number Press ²ßà when you are not on a call. If you have a programmed Saved Number Redial button, you can use Button Inquiry ( ²¥â) to check the last number before you dial it. 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 15 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. Tip - You can copy a number onto an autodial button using Saved Number Redial.
104 / Auto Attendant Com pact ICS 6.1 System Coordinator Guide P0603544 02 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
P0603544 02 Compact ICS 6.1 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, an 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. 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. Tip - Answered Hunt Group calls can be placed on hold at the answering system telephone. For more information about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 171 .
106 / Handling many calls at once Com pact ICS 6.1 System Coordinator Guide P0603544 02 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 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. 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 / 107 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide 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. There are 16 SWCA codes that can be assigned to program buttons with indicators. Each telephone in a group should have the same codes assigned to the same buttons. See ‘‘Programming a feature code onto a memory button’’ on page 149 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 6.1 Installer Guide for information about determining how the system will assign calls to SWCA keys, and how the Hold feature will perform. TIPs - 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. 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.
108 / Handling many calls at once Com pact ICS 6.1 System Coordinator Guide P0603544 02 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 telephone. T7316, T7316E, T7316E+KIM, and T7324 telephones provide the broadest use of this feature since they have the most memory keys with indicators. Companion, M7000/T7000 and M7100N/T7100 telephones do not have line or intercom buttons, therefore, they cannot be assigned SWCA lines. 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 or press the SWCA key the call transferred to, to free the line the call came in on. OR you may need to press 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. 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 rather than Hold. 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.
Handling many calls at once / 109 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide 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. Line 1 Line 2 SWCA1 SWCA2 SWCA3SWCA1 SWCA2 SWCA3 Line 1 Line 2SWCA1 SWCA2 SWCA3SWCA4 SWCA5 SWCA6 In te rc om Intercom Line 1 Line 2
110 / Handling many calls at once Com pact ICS 6.1 System Coordinator Guide P0603544 02 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 108. 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.