Nortel Compact Ics 6.1 System Coordinator Guide
Have a look at the manual Nortel Compact Ics 6.1 System Coordinator Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 211 Nortel manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Making calls / 81 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide Displays You cannot use Ring Again on your current call. You can only use Ring Again while you have a busy signal on an internal call or line pool request, or while an internal call is ringing. Press YES to use Ring Again. Press NO if you prefer to send a message. Can't ring again Ring Again? YES NO EXIT
82 / Making calls Com pact ICS 6.1 System Coordinator Guide P0603544 02
P0603544 02 Compact ICS 6.1 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 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. Tip - The Auto Attendant can transfer calls to a Hunt Group. For more information about Hunt Groups, see ‘‘Programming Hunt Groups’’ on page 171.
84 / Auto Attendant Com pact ICS 6.1 System Coordinator Guide P0603544 02 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. 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
Auto Attendant / 85 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide 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. For pre-recorded greetings, decide which language is to be used to greet callers. If you want two languages, decide which is heard first.
86 / Auto Attendant Com pact ICS 6.1 System Coordinator Guide P0603544 02 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 94. 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 / 87 P0603544 02 Compact ICS 6.1 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 15 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.
88 / Auto Attendant Com pact ICS 6.1 System Coordinator Guide P0603544 02 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 15 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.
Auto Attendant / 89 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide 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 15 for more information. 1. Press ²¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press “ twice. 4. Press ≠, ‘, and ≠. 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 15 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.
90 / Auto Attendant Com pact ICS 6.1 System Coordinator Guide P0603544 02 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. 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 “ 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.