Nortel Enterprise Edge Feature Programming Instructions Manual

							Answering calls  31
P0908510 Issue 01 Enterprise Edge Feature Programming Telephone Guide
Using a central answering position (CAP) module
A central answering position (CAP) is an Enterprise Edge M7324 telephone and a 
CAP module that your installer or customer service representative programmed as 
a CAP. You can have five CAPs connected to an Enterprise Edge telephone. It is 
best if the CAP is the prime telephone and direct-dial telephone for the lines and 
telephones it serves.
A CAP module is an add-on device that provides 48 extra memory or line buttons. 
You can connect one or two Enterprise Edge CAP modules 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. 
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
 Ä¥¡Ú. See Moving line buttons on page 95.
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 Time savers for making calls
 on page 51 and 
Customizing your telephone
 on page 89 for information on programming memory 
buttons. 
Buttons on a CAP module cannot be assigned as answer buttons.
Monitoring telephones with the CAP module
The indicators ö beside internal autodial buttons on your CAP module show the 
status of Enterprise Edge telephones.
The indicator is on when the telephone has:
• an active call
• Do Not Disturb turned on  
						

							32  Answering calls
Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 01The 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 receiver 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 
Ä instead.
Hearing aid compatibility
The receivers on all Enterprise Edge 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 caller’s 
name or telephone number is displayed.
When you transfer an external call to another Enterprise Edge user, this information 
is displayed on the recipient’s 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 
Ä¡ÚÚ, you see only the line number or line 
name.
To use logging features with Call Display, see Using Call Log
 on page 83.
Using Call Information for a particular call
Ä¡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’s name, telephone 
number, and the line name. For an internal call, you can display the caller’s name 
and their internal number. You can see information for ringing, answered, or held 
calls.
Tip
You can send up to 30 messages from a CAP. 
						

							Answering calls  33
P0908510 Issue 01 Enterprise Edge Feature Programming Telephone Guide
Call Information is available for calls even if they have been transferred, forwarded 
or rerouted in some way.
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 
Ä¡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 
Ä¡ÚÚ, you see only the line number or line 
name.
Displaying Call Information for a call on hold
1. Press 
Ä¡ÚÚ. The display reads öSelect 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.
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.
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 still need to press Ä¡ÚÚ
 before you can press £
 or VIEW
 
to display more information about the call. 
						

							34  Answering calls
Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 01
Changing which 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, and the name of 
the line in your Enterprise Edge system that the call is on. For each telephone, you 
can determine which information is displayed first.
You need to start a Unified Manager session to program this feature. See Getting 
Started on page 13 for more information.
1. Select Terminals & Sets.
2. Select a DN number. 
3. Select Telco features.
4. Choose a First Display setting: Name, Number, 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.
Picking up a call ringing at another telephone
You can pick up a call ringing at another telephone by using Directed Pickup or 
Group Pickup.
Answering any ringing telephone using Directed Pickup
Äàß
You can answer any telephone that is ringing in your Enterprise Edge system.
1. Press 
Äàß.
2. Enter the internal number of the ringing telephone.  
Call Pickup cannot be used to answer private lines.
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.
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. 
						

							Answering calls  35
P0908510 Issue 01 Enterprise Edge Feature Programming Telephone Guide
Answering any ringing telephone using Group Pickup
ÄàÞ
Your Enterprise Edge system can be divided into nine 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 
ÄàÞ.
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 telephone’s pickup group
Telephones can be put into and taken out of pickup groups.
You need to start a Unified Manager session to program this feature. See Getting 
Started on page 13 for more information.
1. Select Terminals & Sets.
2. Select a DN number. 
3. Double-click Capabilities.
4. Choose a Pickup Group setting: 1, 2, 3, 4, 5, 6, 7, 8, 9, or None.
Displays
Tip
A Hunt Group call ringing at an Enterprise Edge set DN that is also a member 
of a call pickup group can be picked up by any Enterprise Edge set in that call 
pickup group. For more information on Hunt Groups see Programming Hunt 
Groups on page 101.
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 else’s private 
line.
Enter the internal number of the telephone that is ringing. 
(You may use an internal autodial button to do this.)
If you decide not to answer a ringing call after you have 
activated Directed Pickup, press 
Ä.
Already joined
Pickup denied
Pickup: 
						

							36  Answering calls
Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 01
Trunk Answer
Ä¡ââ
The Trunk Answer feature allows you to answer a ringing call anywhere in the 
system from any telephone in the system. The line you are answering does not have 
to appear or ring at the telephone you are using.
Trunk Answer works only with calls that are ringing on lines for which a Ringing 
Service schedule is active and if Trunk Answer is enabled by your installer or 
customer service representative. 
Answering a call using Trunk Answer
Press 
Ä¡ââ.
Displays
Answer buttons
You can use an Answer button to monitor calls on another person’s telephone. All 
calls to the monitored Enterprise Edge telephone appear on the Answer button. 
Answer buttons are useful for attendants who monitor incoming calls for one or 
several other people. For example, a secretary may have appearances for three 
different bosses on her answer buttons. Once a call for boss A is answered by the 
secretary, the appearance stops at that boss’ set. This allows for another 
(simultaneous) call to come in on the same line. The same is true for boss B and 
boss C. When incoming call traffic becomes high, the calls can then be routed to a 
Hunt Group to optimize call handling. For more information on Hunt Groups see 
Programming Hunt Groups
 on page 101.
The Answer button setting in Feature settings programming allows you to 
determine what types of calls alert at the telephone. Your choices are: Basic, 
Enhanced and Extended.
See the Enterprise Edge Programming Operations Guide for more information on 
programming Answer buttons.
M7100 telephones cannot be assigned Answer buttons to monitor other sets, but 
they can be monitored.
Tip
If there is more than one incoming call on lines in a Ringing Service, the 
Trunk Answer feature picks up the external call that has been ringing the 
longest.
You have tried to pick up a call on someone 
else’s private line.
The call that is ringing is on a line that is not 
in a Ringing Service.
Line denied
Pickup denied 
						

							Answering calls  37
P0908510 Issue 01 Enterprise Edge Feature Programming Telephone Guide
You cannot make calls using Answer buttons.
If more than one call is ringing at someone’s telephone, the first call appears on the 
attendant’s Answer button. Any subsequent calls appear on intercom buttons, if 
they are available.
Creating a Conference Call
ÄÜ
You can talk to two people at once.
1. Make sure you have two calls, one active and one on hold.
2. Press 
ÄÜ.
3. Press the appropriate button to retrieve the held call (this is automatic on the 
M7100 telephone). 
You can create a conference when you are on a call. 
1. Make a second call.
2. Press 
ÄÜ.
3. Press the button where the first call is on hold to create a conference.
Only the person who established the conference can process the conference by 
using the procedures described in this section.
Disconnecting one party
You can disconnect one party from a conference and continue talking to the other. 
On a M7208, M7310 or M7324 telephone:
1. Press the line button of the call that you want to disconnect. The call that you 
want to keep is automatically put on hold. 
Tip
More than one attendant may have an Answer button for a single telephone. 
This allows two or more attendants to handle calls for a busy person.
Each telephone can handle calls for up to eight other people using a separate 
Answer button for each person.
Tip
You can create a conference by releasing privacy on a call. See Turning 
Privacy on or off for a call on page 43. 
						

							38  Answering calls
Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 01
2. Press ¨. The call is disconnected.
3. Press the line button of the held call to speak to the remaining person.
On a M7100 telephone:
1. Press 
Ä£Ü, to place one caller on hold. Press ú again, to put 
the caller you want to keep on hold.
2. Press 
¨. The call is disconnected.
3. Press 
ú to speak to the remaining party.
Independently holding two calls
For all Enterprise Edge telephones except the M7100 telephone, you can put the two 
people in a conference call on hold independently so that they cannot talk to each 
other. 
1. Press the line button of one person. The other person is automatically put on 
hold. 
2. Press 
ú. The second person is put on hold. 
You can re-establish the conference.
3. Take one call off hold.
4. Press 
ÄÜ.
5. Take the other call off hold.
Putting a conference on hold
You can put a conference on hold, allowing the other two people to continue 
speaking to each other by pressing 
ú.
You can reconnect to the conference by pressing either of the held line buttons. For 
the M7100 telephone, press 
ú. 
Splitting a conference
You can talk with one person while the other person is on hold.
On a M7208, M7310 or M7324 telephone
• Press the line button of the person to whom you want to speak. The other person 
is automatically put on hold. 
On a M7100 telephone: 
						

							Answering calls  39
P0908510 Issue 01 Enterprise Edge Feature Programming Telephone Guide
1. Press Ä£Ü. The first party is on hold. 
2. Press 
ú, if necessary, to switch parties.
You can re-establish the conference.
3. Press 
ÄÜ. 
4. Take the held call off hold. This is not necessary for the M7100 telephone.
Removing yourself from a conference
Äàâ
You can remove yourself from a conference, and connect the other two callers 
through your Enterprise Edge system. 
Enter the Transfer feature code 
Äàâ.
When you remove yourself from a conference using the Transfer feature, and both 
callers are from outside your system, one of the callers must have called you on a 
disconnect supervised line, or the call is be disconnected.
Displays
Listening to a call as a group
Ä¡âÛ
To allow people in your office to listen in on a call using Group Listening, press 
Ä¡âÛ.
You are trying to add a fourth party to your conference 
call, or to join two conferences together. Release one 
call from the conference before adding another, or 
keep the two conferences separate.
You have put a conference call on hold.
You have tried to make a conference call, but your 
system is already handling its maximum number of 
conference calls.
You are on a conference with the two lines or 
telephones shown. You can drop out of the conference 
and leave the other two parties connected 
(Unsupervised Conference) by pressing 
TRANSFER 
or 
entering the Transfer feature code.
You have activated the Conference feature with one 
call active and another on hold. Press the line of the 
call on hold to bring that person into the conference.
For other displays, see Common feature displays on page 149.
3 parties only
Conf. on hold
Conference busy
Line001 221
TRANSFER
Press held line 
						

							40  Answering calls
Enterprise Edge Feature Programming Telephone Guide P0908510 Issue 01
You hear the caller’s voice through your telephone’s speaker. Continue to speak to 
the caller through the telephone receiver. Your telephone’s microphone is off, so 
the caller does not hear people in your office. 
Canceling Group Listening
Ä£¡âÛ
Group Listening is canceled automatically when you hang up or when you press 
Ä£¡âÛ.
Using Handsfree/Mute
The ability to use Handsfree must be turned on or off for each telephone. The type 
of Handsfree can be changed. See Changing Handsfree for a telephone
 on page 41. 
You must turn on Handsfree for a telephone to be able to use a headset.
Answering calls without lifting the receiver
1. Press the line button for the ringing call. (This step is not necessary if you 
have a prime line assigned to your telephone.)
2. Press 
©. The telephone’s internal microphone and speaker are 
automatically turned on.
Handsfree is not available for a M7100 telephone.
Making calls without lifting the receiver
1. Press 
©. (If you don’t have a prime line assigned to your telephone, 
press a line button.) 
The telephone’s internal microphone and speaker are automatically turned on.
2. Dial your call.
3. Speak normally.
Tip
Keep the receiver away from the speaker, or you may hear feedback. The 
higher the volume, the more the feedback. Press ¨
 to prevent feedback 
when hanging up.
Tip
Direct your voice toward the telephone. The closer you are to the telephone, 
the easier it is for the microphone to transmit your voice clearly to your 
listener.