Nortel Modular Ics 6.0 System Coordinator Guide
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Handling many calls at once / 91 P0992640 03 Modular ICS 6.0 System Coordinator Guide Using Call Queuing ²¡âÚ If you have more than one call ringing at your telephone, use this feature code to choose the call that has the highest priority. Call Queuing answers incoming external calls before callback, camped, and transferred calls.
92 / Handling many calls at once Modular ICS 6.0 System Coordinator Guide P0992640 03
P0992640 03 Modular ICS 6.0 System Coordinator Guide Transferring calls Using the transfer feature Transfer allows you to direct a call to a telephone in your Norstar system, within the network, or external to the network. Transferring a call 1. Press ²àâ. 2. Call the person to whom you want to transfer the call. 3. If you want to talk to the person to whom you are transferring the call, wait for them to answer, and speak to them before proceeding. 4. When you are ready to complete the transfer, press ¨ or JOIN . You cannot use Last Number Redial, Saved Number Redial, a speed dial code, Priority Call or Ring Again to dial the number for a transfer. Depending on how a private network call is routed, it may not always be possible for the system to return a transferred call to you if the transferred call is not answered. When transferring a call to a private network destination, stay on the line until the person to whom you are transferring the call answers. You cannot use the Line Pool feature code to access a line pool for a transfer. To use a line pool, use a programmed line pool button, or press the key labelled Intercom and enter a line pool access code.
94 / Transferring calls Modular ICS 6.0 System Coordinator Guide P0992640 03 If you have an auxiliary ringer programmed to ring for calls on an external line, and you transfer a call on that line without announcing the transfer, the auxiliary ringer rings for the transferred call. Transferring external calls If an external call is transferred to a busy telephone, or not answered after a few rings, the call automatically rings again at the telephone from which it was transferred, and the display indicates that the telephone was busy or that no one answered. When transferring an external call to an external number, the external call you are trying to transfer must be an incoming call on a disconnect supervised line. While on a conference call, you can remove yourself from the conference and connect the other two callers using the Transfer feature. However, if both of the other people are from outside the system, at least one of the outside callers must have called you and both of the outside calls must be on disconnect supervision lines. Note: Transfer via Hold on DID lines is not supported. Once a call is answered the line appearances on all other sets are free immediately to take other calls. This allows a greater number of calls to be received. Use the Call Park feature to transfer a call. In certain situations, you may experience lower volume levels when transferring an external call to an external person, or when transferring two external callers from a conference call.
Transferring calls / 95 P0992640 03 Modular ICS 6.0 System Coordinator Guide Canceling a transfer You can reconnect to the person you are trying to transfer at any time before the transfer is complete. 1. Press ²£àâ or CANCL . 2. If you are not reconnected to your original call, press ¨ and then press the line key of the original call, which is now on hold. Displays You are talking to the person you want to transfer the call to. Press RETRY if you decide to transfer the call to someone else. Press ¨ or JOIN to transfer the call. The person to whom you tried to transfer a call did not answer. Press CALLBACK or the flashing line button to reconnect to the call. On the 7100 sets, lift the receiver. The person to whom you tried to transfer a call has Do Not Disturb active on their telephone. Press JOIN to transfer the call anyway. Press RETRY to transfer the call to someone else. Press CANCL or the flashing line button to reconnect to the call (on the M7100 or T7100 sets, press ²£àâ). You entered an invalid internal number. Press RETRY and enter the number again. The external caller you were transferring hung up before the transfer was complete. Press JOIN to transfer the call on line 001 to telephone 221. Press RETRY if, after talking to the person at extension 221, you decide to transfer the call to someone else. The telephone to which you are trying to transfer a call is out of service. 221>222 CANCL RETRY JOIN 221 no reply CALLBACK Do not disturb CANCL RETRY JOIN Invalid number CANCL RETRY Line001 hung up Line001>221 CANCL RETRY JOIN Not in service CANCL RETRY
96 / Transferring calls Modular ICS 6.0 System Coordinator Guide P0992640 03 Using Camp-on You can transfer an external call to another telephone within the system, even if all of its lines are busy. 1. Press ²¡Û. 2. Dial the number of the telephone you want to camp the call to. Camped calls appear on a line button on the receiving telephone, if one is available. If there is no line button available, you receive a message on the display and hear Camp tones. Each set can handle only one camped call at a time. You cannot transfer the call because of telephone or line restrictions. Complete the transfer in progress before you access a new feature, answer another alerting call, or select an outgoing line. Your transfer cannot be completed for one of these reasons: All the resources needed to perform a transfer are in use. Try again later. You have tried to transfer an external call to another external party. Some restrictions apply. You cannot transfer a conference call. Press RETRY if you entered the wrong internal number or if the person to whom you are transferring the call is unavailable. For other displays, see Common feature displays on page 247. Restricted call CANCL RETRY Still in trnsfer CANCL RETRY Transfer denied CANCL RETRY Transfer to:2___ CANCL RETRY
Transferring calls / 97 P0992640 03 Modular ICS 6.0 System Coordinator Guide Displays You tried to camp a call to a telephone that already has a camped call. The call has come back to you. Press th e CALLBACK button or the line button to reconnect to the call. On the M7100 or the T7100 set, just pick up the receiver. The person to whom you redirected a call has Do Not Disturb active on the telephone. The call has come back to you. Press the CALLBACK button or the line button to reconnect to the call. On the M7100 telephone, just pick up the receiver. You have tried to camp an internal call. You can only camp external calls. Dial the number of the internal telephone to which the call is sent. The telephone to which you camped a call did not answer the call. The call has come back to you. Press CALLBACK or the line button to reconnect to the call. On the M7100 or T7100 sets, just pick up the receiver. A call you camped has come back to you, but the caller hung up before you could reconnect. The telephone to which you have camped a call is out of service or is being used for programming. The call has come back to you. Press CALLBACK or the line button to reconnect to the call. On the M7100 or T7100 sets, just pick up the receiver. The line that the camped call is on is in use or that line does not appear at your telephone. Release the line or release an internal line. For other displays, see Common feature displays on page 247. 221 Camp max CALLBACK 221 DND CALLBACK Camp denied Camp to: CANCL Camped: 221 CALLBACK Line001 hung up Not in service CALLBACK Release a call
98 / Transferring calls Modular ICS 6.0 System Coordinator Guide P0992640 03 Parking a call You can suspend a call so that it can be retrieved from any telephone in your system. 1. Press ²àÝ. 2. Use the Page feature (²ßâ) or press PAGE to announce the retrieval code displayed by your telephone. Retrieving a parked call 1. Select an internal line. On an M7100 or a T7100 set, pick up the receiver. 2. Dial the Call Park retrieval code. Using Call Park When you park a call, the system assigns one of 25 codes for the retrieval of the call. These codes consist of the Call Park prefix, which may be any digit from 1 to 9, and a two-digit call number between 01 and 25. For example, if the Call Park prefix is 1, the first parked call is assigned Call Park retrieval code 101. The call park prefix is assigned during system programming. Check your Modular ICS Programming Record if you are unsure about what range your system uses. The Norstar system assigns Call Park codes in sequence, from the lowest to the highest, until all the codes are used. This round-robin approach means that a greater variety of codes are used, which makes it easier for a call to reach the right person when more than one incoming call is parked. The highest call number, which is made up of the Call Park prefix followed by 25, is used only by T7100/M7100 telephones, analog telephones, or devices connected to the system using an analog terminal adapter (ATA) or an Analog
Transferring calls / 99 P0992640 03 Modular ICS 6.0 System Coordinator Guide Station Module (ASM). Analog telephones or devices cannot use the other Call Park codes. Your installer or customer service representative programs both the Call Park prefix and the delay before parked calls are returned to the originating telephone. External calls parked for longer than the programmed delay are returned to your telephone. Call Park can be disabled by your installer or customer service representative. Displays Tip - Answered Hunt Group calls are parked in the same manner as other calls. For more information on Hunt Groups see Programming Hunt Groups on page 161. The person you were talking to has already parked your call. You cannot park the same call. You have attempted to use Call Park with no active call on your telephone. If the call you want to park is on hold, reconnect to it before you park it. You have entered an invalid retrieval code. There was no call on the retrieval code you entered. You have tried to park a conference call. Split the conference and park the calls separately. The person who retrieves the calls can reconnect the conference. Record the code shown. Use Page ( ²ßâ) or press PAGE to announce the call and its retrieval code. All available retrieval codes are in use. Transfer the call or take a message instead. Already parked No call to park Invalid number No call on: 101 Park denied Parked on: 402 PAGE EXIT Parking full
100 / Transferring calls Modular ICS 6.0 System Coordinator Guide P0992640 03 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. SWCA codes can be assigned to up to 16 program buttons with indicators on each telephone in a group. See “Programming a feature code onto a memory button” on page 139 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 Module ICS 6.0 Installer Guide for information about programming buttons through the programming interface. Note: 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. Each group telephone must either have a line appearance of the call coming in, or a free intercom button to be able to retrieve For other displays, see Common feature displays on page 247.