Looking for a Business Telephone System?

Printable Version

Contents:

Feature Key Functions

Check with your system installer to confirm these default settings still apply.

Notes:

Making and Receiving Calls

Placing Intercom Calls

To place a non-handsfree call that will ring at the other phone until answered, press "#" before dialing.

To leave a message if there is no answer or the phone is busy, press MSG key and wait for the message center to pick up.

If the extension is unavailable (but not in do not disturb), you may stay on the line until the phone is available.

To request a call back, press "6" and hang up. Your phone will ring when the extension if available. Press "6" again to cancel before you get your callback.

Answering Intercom Calls

To respond to an intercom call coming through on your speakerphone, either speak towards your speaker or lift the handset for privacy.

To respond to a ringing intercom call, press SPKR or IC and speak towards your speaker or lift the handset for privacy.

To disable your phone's handsfree answering feature, dial "319" while on-hook. Dial "319" again to enable.

To redirect a ringing call, press SPCL and dial "331" then the extension or outside number to receive the call.

To accept an Off-Hook Voice Announce call (a call that comes through on your speakerphone while you are on a call - you will hear a double tone), talk handsfree with the caller over the speakerphone. The caller on the handset will be able to hear you and the caller.

To block an OHVA call, press SPKR to allow the caller to camp on or press DND to block.

top of page

Placing Outside Calls

Using either the handset, press the "OUTGOING" key and dial the desired number. If you see a request of an account code and hear a single progress tone, you must dial an account code before you place the call.

Depending on your phone system's programming, you maybe be able to press the outgoing call feature code (8), press an unlit CALL button, dial the Automatic Route Selection feature code (92000 default) or dial the Select Line Group feature code (92001-92208 default) to select an outside line.

To request a callback if all outgoing lines are busy when you try to call out, press "6" at the busy signal and hang up. Your phone rings when a line is available. To cancel before your phone rings, press "6" again.

Answering Outside Calls

Either lift the handset or press the flashing CALL key.

To forward a ringing call, press SPCL and dial "331" then enter the extension or outside phone number to receive the call.

Emergency Calls

To make an emergency call, simply dial "911". You do not need to access an outside line first.

Call Waiting

To respond to a waiting call (you hear a tone):

Call Holding

To place a call on individual hold, where only your phone can retrieve the call (unless using call pickup from another phone), press HOLD, then hang up or place another call. To pick up the call again, lift the handset and press the flashing key.

To place a call on system hold, where any phone with the flashing key for the call can pick up the call. To pick up the call again, lift the handset and press the flashing key.

top of page

Conference Calls

Connect up to four intercom and/or outside callers:

To place all callers on hold, press HOLD. To return to the conference, press CNF.

To leave the conference, press the flashing CNF key and hang up. The remaining parties are still connected.

To add another party to the conference, press the flashing CNF key and call the party to be added. Press the flashing CNF key twice.

To end the conference and place all the parties on hold, press the flashing CNF key and press HOLD. Pick them up one at a time by pressing the HOLD key or a flashing key.

To mute your microphone, press MUTE.

To transfer the conference to another extension or to voice mail, press the TRANSFER key and dial the desired extension number.

top of page

Transfer Calls

Transfer to another extension by pressing TRANSFER and the desired extension number. If the extension is busy, no answer or refused, press the flashing key to return to the caller.

Transfer to voice mail by pressing TRANSFER and dial the voice mail extension and either dial the mailbox number and hang up or hand up to send the caller to the voice mail menu.

Transfer to an outside number by pressing TRANSFER and selecting an outgoing line then dialing the desired number. When the call is answered, announce the call and then hang up. If the extension is busy, no answer or refused, press the flashing key to return to the caller.

Forward Calls

To forward all calls to another extension number or outside number (if enabled):

Then:

To cancel a call forward request, press FWD and then SPKR.

Redirect a call (versions 5.3 and higher)

Use call redirect to forward a call that is ringing on your phone without having to answer the call.

To redirect, press SPCL, dial "331" and the extension number or outside phone number.

Automatic System Forward

The System Administrator can route calls based on the type of call and the status of your telephone. To enable or disable this feature on your phone, dial "354".

top of page

Redial

To use the last number dialed feature (if programmed), press REDIAL with or without the handset lifted.

To use the last number saved feature (if programmed), while the phone is idle or while hearing the intercom dial tone, press REDIAL. To redial the number saved, while on a call or after selecting a line, press REDIAL.

Displaying Information on your Phone (associate display model)

To view the date, time, name and extension number on a phone, press SPCL and dial "300".

To view the caller ID information while connected to an outside caller, press SPCL and dial "397".

Using a Headset

Press SPKR to connect and disconnect calls when using a headset.To connect a headset:

To disconnect a headset:

Using the Speaker

Use the speaker and microphone to have handsfree conversation, use on-hook dialing, call monitoring or background music.

Group Listening

Group listening transmits a conversation over the speaker while you use the handset or headset to continue speaking. The caller will hear only your voice. Others in the room will hear both sides of the conversation. To turn the group listen feature on or off during a call, press SPCL and dial "312".

top of page

Message Key

Leave a message to cause the MSG light at another extension to flash. When the user pressing the MSG key, a call is placed to your phone.

To leave a message while on an intercom call, press MSG and hang up of wait for the message center to answer.

To leave a message without placing an intercom call, press "367" and dial the extension number.

To cancel a message that you left for another phone, dial "366" and the extension number.

If your MSG key light is flashing, lift the handset and press the flashing MSG key to respond.

With your display phone, you can view messages and decide which to answer. With the handset on-hook, press MSG repeatedly to view all messages. When you see the message you want, press "#" or lift the handset and press "#".

Voice Mail

1. Dial the voice mail extension number.
2. Press "*".
3. Enter your mailbox number and default password (your mailbox number).
4. To enter a password, enter up to 12 digits and press "#". If you do not want a password, just press "#".
5. Press "#" to accept the entry after the system plays back the number or press "3" to re-enter.
6. When prompted, record your first and last names and press "#". Select one of the following options:
   a. Press "#" again to accept.
   b. Press "1" to replay the name.
   c. Press "2" to add to your name.
   d. Press "3" to erase and re-record.

Accessing Voice Mail

Retrieving Messages

Once you have accessed your mailbox:

When the message is finished playing you may:

Undelete Messages

If you accidentally delete a voice mail message, retrieve it within the time period specified by your System Administrator. Retrieved messages are stored as saved messages.

To Recover a Message:

Send Messages

top of page

Cancel Messages

Messages left by you that are as yet unheard may be cancelled. To cancel:

Do-Not-Disturb Mode

DND blocks all pages and calls to our phone except for queue callbacks, recalls and direct ring-in calls. Extensions calling your phone will hear a repeating signal of four fast tones.

Your System Administrator may program up to 20 different messages. The following is a chart of the default messages (check with your system administrator and not any changes):

Because the display phones use only one line to show the above messages you may enter a second line of text up to 16 characters. For example, if you select message 13 "OUT UNTIL", you can enter "1:15" as your second line. Callers with a display will see, "OUT UNTIL 1:15".

To use Do-Not-Disturb:

	Number of Times Key is Pressed
Key	1	2	3	4	5
	Characters
1	-	&	(	)	1
2	A	B	C	'	2
3	D	E	F	!	3
4	G	H	I	*	4
5	J	K	L	#	5
6	M	N	O		6
7	P	Q	R	S	7
8	T	U	V	?	8
9	W	X	Y	Z	9
0	@	:	.	,	0

To cancel Do-Not-Disturb, press DND.

top of page

Reminder Messages

Program your phone, up to 24 hours in advance to alert you at a specified time. When the time comes, your phone sounds eight short tones and your display phone shows the message.

Your phone system can be programmed for up to 20 messages. The following chart shows the default configuration. See your system administrator for any adjustments.

To request a reminder message:

To cancel all future reminders, with the phone on-hook, dial "306".

To clear a received reminder message, with the phone on-hook, press "*".

top of page

User Preferences

Telephone Settings

Adjusting Volume

You can adjust the volume settings on the handset (intercom and outside call), speakerphone (intercom and outside call), background music, ringing, handset and speakerphone intercom dial tone. To adjust any setting, you must be using that feature. For example, to change the volume setting on the handset you must be on a call using the handset.

To change the volume, press the up or down keys to increase or decrease the volume. Press the center of the volume key to save the setting.

Ring Tones

To select a new ring tone for your station, with the phone on-hook, dial "398" and press "0" for no ringing, up or down arrow keys to scroll through tones or dial 1-9 to select a specific tone. When you hear the ring you want, press "#" or lift and replace the handset.

Background Music (if programmed)

To enable or disable background music, which will play through your speaker, dial "313".

Automatic Call Answer

When enabled, automatic call answer connects you to a caller when you lift the handset (or press SPKR). If disabled, you must first lift the handset (or press SPKR) and press the flashing line key.

To enable/disable for ringing outside calls, while on-hook, dial "360".

To enable/disable for ringing (non-handsfree) intercom calls, while on-hook, dial "361".

Changing the Language

The system installer may choose two of four languages (American English, British English, Japanese, or Spanish) as the Primary and Secondary language. You can then change the display and voice mail prompts on your hone by toggling between the two. See your system administrator to find out which languages are programmed for your phone system.

To change the assigned language, dial "301".

top of page

Returning to Default Settings

Return all settings to default level by dialing "394".

Voice Mail Options

Record Personal Greetings

You can store a primary and alternate greeting. Sample greetings:

To Change Your Personal Greeting:

Record Your Name in the Voice Mail Directory

To change your directory name:

Change Your Mailbox Password

Change the Voice Mail Message Envelope

When retrieving a message, voice mail plays an "envelope" containing the time and date the message was left, the source of the message and/or the message length. By default, all the information is included.

To Change Information Included in Your Message Envelope:

Change the Call Screening Transfer Method (when enabled)

Transfers may be unannounced or:

To change transfer method:

Programming a Fax Destination

Callers can use your mailbox to send a fax to you. You must specify the destination fax number to use this feature.

To change your fax destination number:

Changing the Message Search Order:

When more than one message is in your mailbox, you can change the order in which you pick up your messages based on when they were received.

To change the listening order of your messages:

Programming Remote Messaging (if enabled)

You can program the voice mail system to call you when a voice mail message is left in your mailbox. Using a series of up to nine telephone numbers (called a "cascade"), voice mail will call you until it successfully connects to a device such as a pager, answering machine, etc.

Because your mailbox can have Primary and Alternate cascades, you can program each to be used during specific days and times.

Set up remote messaging:

Speed Dialing

Station Speed Dial

To Program:

To see how your speed dial keys are programmed, while on-hook, dial "396" and the speed dial key. Name and number is displayed. Press "#" to exit.

top of page

To erase a station speed dial name and/or number:

Use Station Speed Dial Numbers:

If necessary, select the outgoing line. To use a location number, dial "382" or press the STA SPDL key (if available) and then enter the station speed dial location number (0-9). To use a station speed dial key, press the desired station speed dial key.

System Speed Dial

System speed dial can store up to 1,000 speed dial numbers.

To view and/or dial system speed dial numbers:

Recording a Call

Record-a-Call records an in-progress call as an voice mail message. You can retrieve the message just like any other message.

To use, Press SPCL, dial "385" and, if required, the desired mailbox number. You will hear a confirmation tone when recording begins.

To turn off Record-a-Call, either press SCL and dial "385" or hang up.

Paging

To prevent announcements from sounding over every phone in the system by using page zones. Each of the nine zone contains extensions and external paging equipment, as programmed by your system administrator.

To make a paging announcement, either lift the handset, dial "7" and the desired zone number (0-9) or press the PAGE ZONE key if available and dial the zone number. Make your announcement and hang up.

To enable/disable paging on your phone dial "325".

Programming Feature Keys

Some of your feature keys may be programmable. Check with your system administrator for details.

To program:

To return all keys to their default values, while on-hook, dial "395".

top of page

To display the current feature key values:

Programming Secondary Extension Keys

You can program various keys on your phone to indicate the call activity at a different extension. You will be able to see when a call is ringing, answered or on hold. You can also use the secondary extension key to answer a call ringing at another phone. If you have a non-programmable key, only the system administrator can change the associated extension. If you have a programmable key, you can change the extension.

To display the current key assignment, while on-hook, dial "396" and then the secondary extension key you want displayed.

To assign a primary phone to a secondary extension key (if enabled), while on-hook, dial "397" and the secondary extension key and desired extension number.

To use your programmed key, press the key to answer a call that is ringing on any CALL key at the primary phone. You can also press your extension key to place an intercom call to the primary phone.

To transfer a call back to the extension after you have answered it on your phone, press the TRANSFER button and then the extension key. Announce the call (if desired) and hang up to complete.

top of page

Using Account Codes

If your phone system is programmed to use Station Message Detail Recording (SMDR) you may need to enter account codes before you place all call. There are three types of account codes

To enter an optional account code, press SPCL and dial "390" and the optional account code. Press "#" if the code is not immediately accepted.

To set an account code for all calls placed from your phone, dial "391" and he account code. Press "#" if the code is not immediately accepted.

To disable the code, dial "391" and press "#".

Call Screening

If your voicemail system is programmed for screened calls you may choose any of the following options when you receive a transfer:

Using Directories

Use directories to find names and numbers using your phone keypad. Then use the information to make calls, access features or leave a voice mail message.

The phone directory contains a list of extension numbers, system speed dial numbers, feature codes and the names assigned to them. Search for an item using the full or partial name. The system will find the closest match. When the correct match is displayed on your phone, you can dial the number or press a key to access that extension or feature.

To search the directory:

	Number of Times Key is Pressed
Key	1	2	3	4	5
	Characters
1	-	&	(	)	1
2	A	B	C	'	2
3	D	E	F	!	3
4	G	H	I	*	4
5	J	K	L	#	5
6	M	N	O		6
7	P	Q	R	S	7
8	T	U	V	?	8
9	W	X	Y	Z	9
0	@	:	.	,	0

top of page

To use the directory to leave a voice mail message:

Remote Feature Access

With remote feature access, you can place your phone in DND or forward calls from any other phone on the system. If you have a special dial-up line, you can access your phone features from an outside line.

Remote Access Passwords

To change the password from your phone:

Remote Feature Access

To access your phone from another phone:

Request Agent Help (when programmed)

You may be able to request help from a designated agent help extension (usually your supervisor) during a call. If the agent help extension is a multi-line phone, the phone's microphone is muted. None of the parties will hear the supervisor unless the supervisor presses MUTE. If the agent help extension is a single-line phone, all parties will be heard by each other.

To use agent help request while on a call:

To respond to an agent help request at a display phone:

When your phone receives an agent help request, your display shows <name> REQUESTS HELP. Do one of the following:

Hunt Groups

Hunt groups are groups of phones (programmed by your System Administrator) that share a common extension number in addition to having individual extension numbers. This allows someone to call anyone in the group or a specific member.

To enable or disable hunt group calls, dial "324".

ACD Hunt Groups

Automatic Call Distribution distributes calls equally among the available members (agents) who log in and out of the ACD hunt groups. When you log in to a group using ACD Agent ID Automatic Connect and are using a headset, you may be automatically connected to calls.

Log in and out of ACD Hunt Groups

To log in to or out of all of your ACD hunt groups at once using the ACD Agent Login/Logout feature code, with or without the handset lifted, dial "328" and enter your Agent ID if necessary.

To log in to one or more hunt groups using the ACD agent login feature code:

To log out of one or more ACD hunt groups, either dial "328" to log out of all groups or, with or without the handset lifted, dial "327". Hang up if off hook.

Ending an ACD Hunt Group Call:

When you end a hunt group call, a wrap-up timer starts. Until it expires you will not receive another call through any of the ACD groups. You can end the wrap-up session early by dialing "329" while on hook.

top of page

Frequently Asked Questions:

How do I program system speed-dial numbers?
Only the system administrator can program system speed dial numbers. You can program up to ten station speed dial numbers.

How do I change the time and date on my phone?
Only the system administrator can make this change.

How can I retrieve voice mail messages if I don't know the password for my voice mail?
Try using the default pass code, which is your extension number. You may not have a pass code. If that is the case, press "#". Your system administrator can change or erase your pass code for you.

Why can't I retrieve a deleted message?
Voice mail may have erased your message. After a programmed length of time (up to 24 hours), voice mail automatically erases all deleted messages. If you believe the time period has not expired, your system may not have the latest software, or your voice mail system may not have enough memory to store deleted messages.

How can I set the number of rings allowed before the call is sent to voice mail?
Only the system administrator can make this change.

How can I change the name displayed on my phone?
Only your system administrator can change the user names assigned to extensions.

How do I scroll the display screen?
Press the down arrow key to scroll down or the up arrow key to scroll up.

top of page

Why can't I program a station speed dial number to the key I want?
Your system administrator has programmed they key as non-programmable. You must choose another key.

Why can't I use one of the features described in this guide?
There are a few reasons why you might not be able to access this feature. Your particular software version may not support this feature, the system administrator may not have enabled the desired feature or your system administrator may have programmed your phone to block that feature.

Default Feature Codes

Use the blank spaces below to enter custom feature codes if necessary.

Outside Line Access Codes

*Defaults may differ depending on the software version.

Extension Numbers

top of page

General Feature Codes

top of page