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User’s Guide 

ACD agent operation 

 

I.5

ACD administrator key 

Setting a programmable feature key to be an 

ACD administrator key

 allows a user to view the call activity of an 

ACD group. Set a programmable feature key with 

5 6 3

 and the ACD department number (for example, 

5 6 3 2 9 0

), 

and then press the key. It will glow green and the bottom line of an ACD group's display will appear until you 
press the key again. 

To program an ACD administrator key: 

 

1. 

Hold down the desired programmable feature key for at least two seconds, to enter  
programming mode. 

 

2. 

Press 

5 6 3

 followed by the ACD department number. 

 Note:

  If you don’t know the department number, contact your System Administrator. 

 

3. 

Press the same programmable feature key again. 

 

 Notes:

  While you’re logged on, your phone’s display will show the department’s call status (see “Display 

indications,” page I.3); however, department calls 

WON’T

 be directed to your extension. 

 

  Only two ACD administrator keys can be programmed per department on the ESI-100. The ESI-200 allows 

four ACD administrator keys per department, and the ESI-600 or ESI-1000 allows eight. 

 

  The department call display takes priority over most other displays, such as voice mail or user programming. 

If you must see display information while playing voice messages, log off from the ACD department first. 

 

Summary of Contents for Feature Phone

Page 1: ...ck Moves Virtual Mailbox Key AutoPage Quick Page and Verbal User Guide are trademarks of ESI Act is a registered trademark of Symantec Corporation Goldmine is a trademark of Goldmine Software Corporation Ethernet is a registered trademark of Xerox Corporation Microsoft Windows NT and Outlook are registered trademarks of Microsoft Corporation Intel is a registered trademark of Intel Corporation Pan...

Page 2: ...ransferring an internal call E 8 Conference calling E 9 Call forwarding E 10 Call waiting E 12 Hold exclusive hold operation E 13 Paging E 15 Call pickup E 15 Optional features E 16 Special keys F 1 Esi Dex F 2 Override ring F 9 Message monitor mode live call screening F 10 Personal greeting reminder F 10 Headset operation F 10 Outside dial tone preference F 13 Line keys F 13 Optional features F 1...

Page 3: ...SI Communications Server 1 and how to use your phone effectively to achieve maximum benefits What it covers This User s Guide covers the use of the following with your ESI Communications Server 48 Key Feature Phone Digital and local remote IP Feature Phone II 24 Key Digital Feature Phone 12 Key Feature Phone ESI Cordless Handset II Digital IP and Remote IP 60 Key Expansion Console and Second Expan...

Page 4: ...ne 56 character display optionally backlit Volume scroll keys PROGRAM soft feature key pg C 2 ESI DEX soft feature key pg F 2 HELP key for access to Verbal User Guide and tutorial pg B 1 Context specific key to select displayed options VOICE MAIL key pg D 1 Speaker RECORD key pg D 7 P UP pickup key pg E 15 30 programmable feature keys pg C 2 PAGE key pg E 15 Fixed feature keys pg E 2 Microphone fo...

Page 5: ...sing either direct or traditional programming see page C 2 Note Only one key can exist per extension feature or operation If you program a second key for the same extension feature or operation this automatically erases the first key so programmed thus making it available for a new extension feature or operation Hint You may find it easier to write in the names on the overlay before you program th...

Page 6: ...optionally backlit Speaker 12 programmable feature keys p C 2 P UP pickup key pg E 15 VOICE MAIL key pg D 1 PROG HELP combo key for phone programming pg C 2 and access to Verbal User Guide and tutorial pg B 1 PAGE key pg E 15 RECORD key pg D 7 Microphone for built in speakerphone Other fixed feature keys pg E 2 Hint On any of these ESI phone varieties including the Expansion Consoles you can perfo...

Page 7: ...keys and features see Special keys page F 1 Esi Dex ACD operation Additionally to use voice mail conference calling and mute DND on a 12 Key Feature Phone you must program these features into programmable feature keys see Programmable feature keys page C 3 and Optional features page F 14 Hint On any of these ESI phone varieties including the Expansion Consoles you can perform direct programming by...

Page 8: ...h ESI Cordless Handset II comes with a charger AC adapter base station belt clip battery pack and wall mount Depending on your installation your location may have one or more optional ESI Cordless Handset Repeaters so you can more easily stay in communication with your ESI system while you travel throughout the facility If you are unsure about whether your location has this capability contact your...

Page 9: ...addition to how the 24 Key Feature Phone connects to the handset and line cord note that the 48 Key Digital Feature Phone accepts a 60 Key Expansion Console cable included with each Console which uses standard RJ 11 telephone connectors 48 Key IP Feature Phone II In addition to the details mentioned previously for the 48 Key Digital Feature Phone each 48 Key IP Feature Phone II includes A power su...

Page 10: ...end of the expansion cable to the 60 Key Expansion Console 3 To keep cabling out of the way thread the expansion cable into the slots on the bottom of the phone and 60 Key Expansion Console 4 Program the keys on the 60 Key Expansion Console using the same procedure as with the Digital Feature Phone press PROGRAM 2 5 If necessary remove the clear plastic overlay from the keys on the Expansion Conso...

Page 11: ...ter to an appropriate 110 VAC outlet to provide power to the Second Expansion Console above 5 To keep cabling out of the way thread the expansion Y cable into the slots on the bottom of the phone and the two Expansion Consoles 6 Program the keys on the two Expansion Consoles using the same procedure as with the Digital Feature Phone press PROGRAM 2 7 If necessary remove the clear plastic overlay f...

Page 12: ...s one way glass or other areas that limit or cut off transmission to the Cordless Handset Base stations must be installed at least 10 feet apart regardless of whether the base station is for the small model or large model Cordless Handset Don t install more than six base stations in one area such as a network room Choose a location at least 30 feet away if more than six base stations are needed in...

Page 13: ...e the phone Hear a description of how any key is used Learn how to use voice mail features Hear a complete tutorial on phone operation Help during station programming To hear a detailed description of a function you wish to program press HELP while programming it Help during a call Press HELP while on a call and this will place the call on hold whereupon you can use Help mode to hear a description...

Page 14: ...essage ring 4 Secondary ring tone 5 Password 1 Enter 2 Delete 3 Play back 4 Security level 6 External message notification 1 Delivery options 2 Phone delivery 3 Pager notification 4 Urgent message 5 ESI Mobile Messaging 1 Active e mail setting 2 Main e mail setting 3 Alternate e mail setting 7 Personal Call Routing 1 ESI Presence Management settings 2 1 Entry settings 2 Exit settings 3 Quiet time ...

Page 15: ...2 Programmable feature keys There are two methods for performing programming of your phone s programmable feature keys Direct programming Select the key you want to program and hold it down for at least two seconds This not only initiates programming but also lets you immediately program that specific key Traditional programming Press PROGRAM The Verbal Help Guide will speak to you walking you thr...

Page 16: ...ter special characters for dialing P Three second pause F Hook flash pound key star key Notes You can also program Location Keys for use with Esi Link See page H 1 for more information Speed dial keys cannot be programmed for emergency services such as 9 1 1 Other feature keys If you enter a feature code the programmable feature key will serve as an enable disable key for that feature The Installe...

Page 17: ...ey Feature Phone 7 Power saving mode Note Applicable to only an ESI Cordless Handset Allows you to enable or disable an ESI Cordless Handset s power saving mode Enabling this mode helps achieve full battery life However if full time status monitoring is required you can disable this mode In power saving mode the phone system blocks all status updates 1 to the Cordless Handset when the Handset has ...

Page 18: ...ture will periodically generate a short ring tone at your station as an additional alert that you have new messages Your phone has a secondary ring tone you ll hear if your phone system has been programmed accordingly by your Installer when call waiting occurs i e a second call rings in for you while you re already on another one on live ring calls The following two parameters let you adjust how i...

Page 19: ...s saved To change the number you must delete it and then re enter it as desired 2 Delete phone number Deletes the currently programmed phone number 3 Display current phone number Displays the currently programmed phone number 3 Pager notification 1 Enter pager number Enter the pager number 24 digits maximum followed by Do not include an outside line access code i e don t add 9 8 or 71 76 before th...

Page 20: ...s should press 2 to mark a message as urgent For more on personal greetings see page D 1 2 All new messages Any new message will be delivered 5 ESI Mobile Messaging options Note This feature is available only if your ESI system is using ESI Mobile Messaging If you re not sure whether it is consult your System Administrator 1 Active e mail settings 2 Main e mail settings 3 Alternate e mail settings...

Page 21: ...t quiet on time 3 Select quiet off time 2 ESI Cellular Management settings For additional details consult the ESI Cellular Management User s Guide ESI part 0450 1189 Note This function is available only if your phone system is using ESI Cellular Management If you re not sure whether it is consult your System Administrator For more information about ESI Cellular Management visit www esi estech com ...

Page 22: ...bove the VOICE MAIL key will show an envelope icon when you have one or more new messages Personal greetings To program your personal greetings press PROGRAM 1 Initially your mailbox has a generic greeting You have reached the mailbox for extension xxx Dial 0 to reach the operator or begin recording at the tone You can record up to three different personal greetings in your own voice indicating yo...

Page 23: ...you call another station that is DND busy or does not answer or if you call a special mailbox such as a guest or group mailbox you will be transferred to the mailbox You can skip the mailbox s personal greeting by pressing 1 this takes you directly to the record tone directly in another user s mailbox The procedure for going directly to another user s mailbox 2 without ringing his her extension de...

Page 24: ...her you wish to Move the message but also save a copy of it in your voice mailbox or Move the message and delete it from your mailbox 1 Off premises reach me After a caller has been forwarded to your voice mailbox and is listening to your personal greeting this feature gives the caller the choice of being forwarded to a number outside the system i e a regular phone number rather than an extension ...

Page 25: ... 5 3 The ESI phone system will start playback of messages with the oldest new message and continue until all messages are played The display will show the origination of the message the countdown duration of the message whether new or old and the time date of when the message was left Cordless Handset or 24 Key Feature Phone 48 Key Feature Phone also shows running playback time in reverse 4 At the...

Page 26: ...returns you to your mailbox and the original message 7 Delete Deletes the message from the mailbox see Message Recycle Bin page D 9 8 Fast forward Fast forward to end of message 9 Save Saves the message it will play as an old message the next time you retrieve messages See also the Note above this table 9 9 Save as new Skips over a new message and leaves it as a new message i e it will be played a...

Page 27: ...able during off premises voice mail message retrieval Key Function Description 2 Hear time date Pauses the message plays the time date when the message was left and resumes 3 Reply Replies to the originator of a message possible only if message came from another user in the system Record your reply at the tone and then press 1 to stop after which the system returns you to your mailbox and the mess...

Page 28: ... a receptionist or indeed anyone who receives a call that would be more appropriate for one or more other currently unavailable co workers for whom you have programmed station keys on your phone Let s say someone calls and wants to speak to one of your co workers You say that the co worker isn t there now but you ll be happy to let the caller leave a voice message However the caller protests that ...

Page 29: ...ng ESI Presence Management your ESI Presence Management related settings PROGRAM 7 2 will supercede your settings here Consult the ESI Presence Management User s Guide ESI part 0450 0793 to learn more about this information and about additional special functionality that may be available to you If you re not sure whether your system is using ESI Presence Management consult your System Administrato...

Page 30: ...recover or un delete messages that may have been deleted in error You access the Message Recycle Bin through user programming PROGRAM 9 Press 9 to advance through deleted messages Press 8 to restore a message to your mailbox as an old message Status indicator lamp Not on ESI Cordless Handset or 12 Key Feature Phone The red status indicator lamp located at the top of a 24 Key or 48 Key Feature Phon...

Page 31: ...I system an e mail address for each of these two settings You will accomplish this by using your ESI Feature Phone User programming settings for Mobile Messaging Note The 48 Key Feature Phone has a dedicated PROGRAM key If performing this programming with a 24 Key Feature Phone press PROG HELP whenever the instructions tell you to press PROGRAM Don t perform this programming with a 12 Key Feature ...

Page 32: ...estination address To enter each character press the appropriate key on the Feature Phone s dialpad until the desired character is displayed and then press to enter the character Exceptions include To enter the character press To enter a dot period dash or underscore press 0 zero To back up to a previously entered character use the left scroll key 4 To confirm the address press once more 5 Select ...

Page 33: ...ed Main E Mail or Alternate E Mail in step 4 You may enter up to 64 characters for this destination address To enter each character press the appropriate key on the Feature Phone s dialpad until the desired character is displayed and then press to enter the character Exceptions include To enter the character press To enter a dot period dash or underscore press 0 zero To back up to a previously ent...

Page 34: ...ou If you re not sure whether your system is using ESI Presence Management consult your System Administrator For more information about ESI Presence Management visit www esi estech com presence You also can use the off premises reach me feature see page D 3 with a guest mailbox Personal greetings You can record up to three different personal greetings in your own voice indicating your availability...

Page 35: ...rent greeting will be played followed by prompts to re record delete hear again or select as the current greeting by pressing 1 Record personal greeting Begin recording at the tone press 1 to stop The new personal greeting automatically replaces the previous greeting Important Your mailbox will work only if at least one personal greeting exists for it 2 Delete personal greeting When prompted press...

Page 36: ...ne of the persons has not deleted the message you can delete it from the group mailbox which will delete it from all member mailboxes who have not yet heard the message and deleted from their mailbox You may give the group mailbox number and password to others to allow them to also record master messages Setting 0 as the password eliminates the password requirement Introduction to the broadcast ma...

Page 37: ...or the number of times listed and finally dial the third number continuing in this sequence to call all three numbers until the message has been retrieved 1 MB 2 1st Number 3 Type 4 Attempts 5 2nd Number 6 Type 7 Attempts 8 3rd Number 9 Type 540 2145553232 PHONE 2 2145554254 PHONE 3 2145555452 PAGER To program a cascade mailbox press PROGRAM and the mailbox number followed by Then if prompted ente...

Page 38: ... automatically sends the mailbox number to the display of a cell phone or digital pager to indicate which mailbox has new messages Retrieving cascade notification mailbox messages Retrieving messages when off premises If using an off premises phone 1 Your off premises phone will ring When you answer you ll hear You have new messages in mailbox number xxx Please enter your password To stop notifica...

Page 39: ...instructions to conclude each answer by pressing 1 or to pause for the next question Record your name at the tone then press 1 or pause for the next question Next Record your address at the tone etc At the conclusion the caller can be forwarded to another extension mailbox or automatically disconnected Include in the last question the appropriate information such as This is the last question After...

Page 40: ... only questions 1 2 4 and 5 to a caller When you retrieve the playback two beep tones will separate answers 2 and 4 3 Hear current question 2 Password The password may consist of two to eight digits followed by 0 cannot be the first digit If you prefer not to have to enter a password enter 0 as the entire password 9 Message Recycle Bin un delete The ESI phone system stores your most recently delet...

Page 41: ... 19 or more if you re using a 48 Key Feature Phone 17 or more if you re using a 24 Key Feature Phone the bottom line of the display will provide an approximate representation of the lines in use shown at right As you use your ESI Feature Phone its display changes frequently to give you detailed information during call processing and voice mail operations If you have a 48 Key or 24 Key Feature Phon...

Page 42: ...To use voice mail conference calling and mute DND on a 12 Key Feature Phone or to use call recording or do not disturb mode on an ESI Cordless Handset you must program these features into programmable feature keys see Optional features page F 14 Fixed feature keys The fixed feature keys on the phone are permanently labeled as to their usage The FLASH REDIAL and MUTE DND key on either Feature Phone...

Page 43: ...ne mode lift the handset again To perform group listening i e have a handset conversation along with the caller s voice broadcast over your speaker 3 press SPEAKER while on a handset conversation but do not hang up the handset Hands free answer internal calls only 4 Note To use this feature on an ESI Cordless Handset you must be using a headset You can program your phone either to enable or disabl...

Page 44: ...part 0450 0793 If you re not sure whether your system is using ESI Presence Management consult your System Administrator For more information about ESI Presence Management visit www esi estech com presence Soft feature keys Soft feature keys are dynamic when used they constantly change your ESI Feature Phone s status These soft keys located under the display include ESI DEX PROGRAM and scroll keys...

Page 45: ...sarily indicate a problem with your system or lines however if this problem occurs persistently contact your Certified ESI Reseller for assistance Internal calls To answer single ring cadence In hands free mode answer directly through the speakerphone or pick up the handset Or to answer a ringing call lift the handset or press SPEAKER If using a Cordless Handset either press TALK or remove the Cor...

Page 46: ...swer disabled 4 To disconnect when finished do one of the following Replace the handset If in hands free mode either press the station key again or press SPEAKER Press RELEASE With a Cordless Handset press TALK or put the Handset in its charging cradle If you press a key for a station that s in use red steadily lit you will camp onto the station where its Feature Phone s display will tell its user...

Page 47: ...ANSFER and then the line access code 9 8 or 71 76 and then the telephone number to which you want to transfer 2 Hang up Now both outside lines are connected via a trunk to trunk connection Note If at any point during the trunk to trunk transfer you wish to return to the original call e g perhaps you received a busy signal at the remote end or the recipient simply won t take the call just press FLA...

Page 48: ...r and hanging up to the main greeting To transfer an outside caller to the main greeting press VOICE MAIL and hang up Transferring an internal call to another station Blind transfer 1 While connected to an internal call press TRANSFER and then either press a station key or dial an extension number 2 Hang up Supervised transfer announcing the caller to the called person 1 While connected to an inte...

Page 49: ...ld or exclusive hold and pressing CONF again Any member of the conference can drop out by simply hanging up However when the station that created the conference hangs up all members in the conference are disconnected Individual stations or lines connected to the conference can be dropped from the conference by pressing their station or line key lit green Note Your installer or System Administrator...

Page 50: ...rwarding that occurs only after a call to your extension goes unanswered so essentially this gives you a chance to answer the phone in case you re there and wish to take the call but automatically forwards as programmed if you re either away from your phone or just choose not to take the call You can set your phone to call forward no answer to an extension or mailbox For you to set this the extens...

Page 51: ...l forwarding no answer programmable feature key if necessary review the instructions on page E 10 2 Enter the number including the line group access code such as 9 to which you re forwarding 3 Press to confirm 4 Press a scroll key or to select either ENABLE or DISABLE for call forwarding no answer 5 Press to confirm Notes If your system is using ESI Presence Management consult the ESI Presence Man...

Page 52: ...ta Sent Station to station call waiting You can call or transfer a call to another station that is in use as indicated by the fact that its station key if one exists for it on your ESI Feature Phone is glowing red This generates a call waiting tone in the other station s earpiece and puts a call waiting indication on the bottom line of that station s display as explained in Call waiting display ab...

Page 53: ... Phone 12 Key Feature Phone To retrieve a held call To retrieve a held call from the same ESI Feature Phone where it was put on hold press HOLD again and dial the appropriate line number using the display for reference To retrieve a held call from any idle ESI Feature Phone on the system press HOLD and dial the appropriate line number If retrieving a call from a different Esi Link location press H...

Page 54: ...aced on exclusive hold you may do any of the following a From a phone idle state press HOLD for at least one full second b Press the blinking programmable feature key see pp C 2 C 3 that you know is pre programmed for that outside or virtual line or station This will reconnect you immediately to the call c Press HOLD briefly and dial the appropriate line number Only the ESI Feature Phone where the...

Page 55: ...page zones The number of available zones will vary according to which ESI system you have Notes Phones in use or in do not disturb mode will not carry a page through their speakers An ESI Cordless Phone carries a page only through a connected headset To page for pickup of an outside call To page someone to pick up an outside call 1 Place the call on hold by pressing HOLD 2 Verify the line number f...

Page 56: ...our station to avoid confusion between a call waiting tone in your earpiece and a secondary ring from a live outside call Operator station If your station has been designated as the operator station you will also receive calls when a caller dials 0 in the auto attendant or from a station Your display will indicate that the call ringing is one of the following A call for the operator Someone dialed...

Page 57: ...n below To Press REDIAL Redial the last number called When your station is idle or After first lifting the handset or pressing SPEAKER Automatically respond to a message During message playback with Caller ID RELEASE The RELEASE key serves several purposes If pressed when connected to a call through the handset it disconnects the call and gives you internal dial tone If pressed when you re connect...

Page 58: ...e Station Dex programmed by the Installer Esi Dex prompts displayed on a 48 Key Feature Phone Prompt What it means Arrows Move in the direction of the arrow as desired BACK Moves backward to previous screen record DEL Deletes a specific name and or number shown on the display DIAL Dials the phone number EDIT Edits information shown on the display LOC Selects Location Dex NEW Creates a new record i...

Page 59: ...of the extension department or guest mailbox name For example if you want to call John Doe dial 5 6 4 because it spells J O H You ll begin to see names that begin with those letters You can then use the scroll keys and until you find the desired name and number 3 Press ESI DEX again to dial the number On the 48 Key Feature Phone 1 While your station is idle or just after receiving dial tone press ...

Page 60: ... is used differently on each phone model Caller ID method on either Feature Phone Whenever a Caller ID name appears on your LCD display while talking on an incoming call or during message retrieval press ESI DEX to automatically store the name and number in your Personal Dex The display confirms Manual method on the 24 Key Feature Phone While your station is idle press ESI DEX until prompted to AD...

Page 61: ...ESI DEX This causes the Esi Dex menu to appear as shown Note Your display may differ depending upon the availability of certain Dexes on your system 2 Press PER to choose the Personal Dex The display now reads 3 Press NEW 4 To enter each character for the name press the dialpad key that includes the desired character The key s possible character entries will change each time you press the key 5 Wh...

Page 62: ...ACK Deleting names from your Personal Dex On the 24 Key Feature Phone 1 While your station is idle or just after receiving dial tone repeatedly press ESI DEX to select the Personal Dex 2 Choose the desired name from the Personal Dex using one of two methods Either a Scroll Press the scroll keys and to look up and down through the Dex until you find the name names will appear in the order in which ...

Page 63: ...o look up and down through the Dex until you find the name names will appear in the order in which they were stored in the Dex Or b Dial by name Dial up to the first three characters 1 of the name For example to bring up the listing for First International Bank dial 3 4 7 because it spells F I R You ll begin to see names that begin with those letters You can then use the scroll keys and until you ...

Page 64: ...il XYZ COMPANY appears in the display 4 Press ESI DEX again This dials the number for the XYZ Company Important The number dialed if stored from a Caller ID will be the number for the actual line used by the caller and may be different than the caller s listed number Additionally some local calls may not be auto dialed correctly depending on the limitations of your area s local dialing plan You ma...

Page 65: ...ram 605 in this example as a programmable feature key see pageC 2 Override ring Not available on 12 Key Feature Phone The override ring feature lets you place a call station to station outside line or Esi Link or leave a voice message when another call is ringing at your station Placing a call using the override ring feature First program a feature key 1 to be an Override Ring Key by assigning to ...

Page 66: ...er for about 3 hours Headset operation You can use a headset 1 with your ESI Feature Phone Unless you re using an ESI Cordless Handset 2 you must program one of your programmable feature keys to be a headset key 3 see Optional features pp F 14 F 19 that you ll use to connect to or disconnect from a call The key will blink green when a call is ringing and glow green when connected If you have a hea...

Page 67: ...turn 2 When finished with the call tap the Bluetooth headset s Call button or press the Feature Phone s HEADSET key Placing an outbound call using a paired Bluetooth headset 1 With the ESI Feature Phone idle tap the Bluetooth headset s Call button or press the Feature Phone s programmed HEADSET key The ESI Feature Phone s HEADSET key will glow green and you ll hear dial tone on the Bluetooth heads...

Page 68: ...et Interface Turn off its Bluetooth capability by itself due to either a power saving setting or interference from other devices Suffer noisy or bad connections on calls This can occur for a variety of reasons The headset may be too far away from the ESI Bluetooth Headset Interface or it may encounter interference from other Bluetooth devices or even other objects such as walls appliances and cord...

Page 69: ... press the line key The LED indications for the line keys are LED Line status LED Line status Solid red In use Blinking green Ringing at your station Solid green Connected to your station Slowly blinking red On hold by another station Blinking red Ringing at another station Slowly blinking green Held by you Notes Dialing 9 or 8 or 71 76 to be assigned a line automatically is always available Each ...

Page 70: ...ute DND F 17 Y DND only 579 Voice mail F 18 Y 580 Override ring key F 9 Y Y 582 Record F 18 Y 583 Quick Switch F 18 Y 584 Account codes F 19 Y Y Y 585 Local CO key F 19 Y 587 Loop key F 20 Y Y Y 599 Overhead page E 15 Y Y Y Manual day night mode Code 560 You can use a programmable feature key to manually change the system s main auto attendant greeting incoming call destinations and CO line group ...

Page 71: ...you frequently call forward your phone see Call forwarding page E 10 you can program a programmable feature key as a call forwarding key to automatically turn forwarding on and off If you always forward to the same extension you can program a key with both 5 6 5 and the extension number Redial Code 566 Note 12 Key Feature Phone only This redials the outbound number i e not internal extension most ...

Page 72: ... ll have no previous records through which to scroll Note The Caller ID key will light only when there s a missed call Although voice mail messages Caller ID information also is stored by the system waiting voice mail lights only the VOICE MAIL key The phone display will also indicate each call s classification as shown in this chart also if this is the first time you re seeing this particular cal...

Page 73: ...istance Please remain on the line as your call is being transferred Thank you Note If a caller presses 1 to go to your voice mail the call will go into that extension s mailbox regardless of whatever call forwarding settings your ESI Installer has made Here s an example The Installer has set the call forwarding for extension 101 to go to mailbox 102 The user at extension 101 uses a Virtual Answer ...

Page 74: ...Quick Switch Code 583 Note Available for only 48 Key Feature Phone and 24 Key Feature Phone Important For the Quick Switch feature to work your Installer or System Administrator must have programmed a relationship between your desktop extension and Cordless Handset or VIP Softphone Program the key on the desktop Feature Phone Press this key to transfer an active call between a desktop ESI Feature ...

Page 75: ...es Code 584 The account codes key lets you assign an account code to a specific call The system stores this in a record which your company can use for tracking purposes This can be especially helpful in environments such as legal offices consultancies advertising agencies and others where it is critical to confirm billable hours for your clients Note For exact codes to be used consult your System ...

Page 76: ...loop keys a user may toggle between the calls by pressing a desired loop key The call that was originally active on a loop key will be placed on exclusive hold o Calls placed on exclusive hold on a loop key can be retrieved from exclusive hold by only the station that placed the call on exclusive hold and can be retrieved simply by pressing the flashing loop key o If the HOLD key is used the calle...

Page 77: ...ESI Reseller for assistance Condition Procedure s Phone display is blank Check other phone functions If you get dial tone when you lift the receiver and the display is blank the phone is defective Make sure the Ethernet cable is plugged into the phone s NETWORK jack and not the PC port If no phone functions operate check the phone power supply It should be plugged into the phone and into an active...

Page 78: ...unning software compatible with network numbering the instructions herein except where otherwise noted assume the need to dial a Location Key when performing Esi Link dialing operations Your System Administrator or perhaps your Certified ESI Reseller will let you know the correct procedure for your ESI Communications Server and your Esi Link network Location Keys Each location in your Esi Link net...

Page 79: ...Link locations and extensions Examples Assigning a programmable feature key for extension 135 in location 712 1 Hold down the desired programmable feature key for at least two seconds to enter programming mode 2 Dial 7 1 2 1 3 5 Note You can also use Location Dex see page H 8 to select the remote location number 3 Press the feature key again Programming a call forwarding key to extension 135 in lo...

Page 80: ...ation Key for Chicago the display on your phone might look similar to this 24 Key Feature Phone 48 Key Feature Phone The boxes on the bottom line of the display show there are a total of six Esi Link channels active at your location Three of the Esi Link remote channels are busy the rest are idle and available for new calls Or when you press the Chicago Location Key and then dial the remote locati...

Page 81: ... department 1 Press TRANSFER then 2 Either a Press the Location Key and then dial the extension or b If you have a programmable feature key assigned to that location number and extension press that key Note If you re performing a blind transfer i e one which you re not supervising by speaking to the person to whom you re transferring don t hang up until you hear a ringing tone which will confirm t...

Page 82: ...allow paging through an overhead paging system and or paging through some if page zones have been created or all of the ESI Feature Phones speakers Overhead paging If the remote location system has an overhead paging system connected to it you can page there by programming a feature key with the location number followed by 599 e g 7 1 2 5 9 9 and using it as you would a regular overhead paging key...

Page 83: ...isplays the location number and short name as well as the line numbers currently on hold at that original location The new remote location user then dials the line number on which the call is on hold and answers the call If no Location Key is programmed on the station dialing the three digit location number can be substituted for pressing the Location Key Alternatively the remote user can transfer...

Page 84: ...t the location and extension number 4 Dial the remote extension number 5 Press the feature key again When there are new messages in the Virtual Mailbox the key will flash red When you access the Virtual Mailbox the key will light a solid green If the Virtual Mailbox belongs to a remote location Feature Phone that phone s VOICE MAIL key will also be lit Note For proper lamp indication the mailbox m...

Page 85: ...dial key 3 Press ESI DEX again then select STA for Station Dex in the display 4 Use the scroll keys or to select the desired extension 5 Select DIAL to ring the Esi Link extension Tip You can also use Location Dex to assign programmable feature keys as station keys and Location Keys If necessary see Programmable feature keys pp C 2 C 3 Examples Assigning a Location Key 1 Hold down the desired prog...

Page 86: ...y set for the desired destination whether it is an extension a mailbox or a department or b Press the Location Key and then dial the desired extension mailbox or department For instance to forward to extension 112 in Chicago location 702 in this example press CFWD press the Chicago Location Key and then dial 1 1 2 Alternatively you could press CFWD and dial 7 0 2 1 1 2 i e 702 location 112 extensi...

Page 87: ...onference up to 15 other local and remote location stations and outside calls A conference member station in a remote location also can add one or two members to an existing conference by using the remote location conference bridge Additional members can be included but because of potential voice quality degradation ESI recommends that conference bridges from no more than two remote locations be u...

Page 88: ...assigned This key lets you manually place yourself in or out of service for that department s calls Notes It is possible to be logged into two departments at once Consult your Installer or SystemAdministrator to confirm whether this is available on your particular ESI system If no agents are logged on incoming calls immediately follow that department s call forwarding routing Programming the agent...

Page 89: ...be logged into two departments at the same time Programming the wrap key 1 Enter Help mode by pressing HELP 2 Press 3 Now Help mode will describe each key you press 3 Press each programmable feature key to determine the location of the wrap key the keys have been assigned beginning with the lower left hand programmable feature key 4 Press HELP again to leave Help mode 5 To program a new key locati...

Page 90: ...ECH SUPPT is the first one the user logged onto WT wait shows how long the longest waiting call in either queue has been waiting 2 A call is ringing The display shows the Caller ID information and the ACD department name in this case SALES 3 A call is ringing via Esi Link from the HOUSTON location for the TECH SUPPT department the user may be logged into either one or two ACD departments but if it...

Page 91: ...er all of these have appeared pressing the NXT soft key returns the user to display indication 1 page I 3 10 The phone is idle and logged onto a single ACD department Pressing the NXT soft key takes the user to display indication 9 above 11 The phone is idle logged onto a single ACD department and in wrap mode Pressing the NXT soft key takes the user to display indication 9 above 12 The phone is i...

Page 92: ...ss 5 6 3 followed by the ACD department number Note If you don t know the department number contact your System Administrator 3 Press the same programmable feature key again Notes While you re logged on your phone s display will show the department s call status see Display indications page I 3 however department calls WON T be directed to your extension Only two ACD administrator keys can be prog...

Page 93: ...You can generate a FLASH by momentarily depressing the hook switch or if your phone is so equipped press the special key on your phone Caller ID If you subscribe to Caller ID from your telephone service provider the Caller ID display will show an outside caller s name and or number 2 In some instances the service provider can send only a general caller status such as UNAVAILABLE PRIVATE or NO DATA...

Page 94: ...hang up Transferring a user to his her mailbox To transfer to his her mailbox a user who s calling from the outside to pick up messages FLASH dial and the appropriate mailbox number and hang up Conference calling To create a conference call 1 Establish the first call 2 FLASH twice quickly to place the call on hold 3 Place a second call as you normally would 4 Once connected to the second call FLAS...

Page 95: ...dest held call in the system Hold recall If a held call is not retrieved during the period of time set by the Installer it will recall to your phone if your station is idle You will hear three short ring tones Lift the handset you will be connected to the held call If you are on a call when the recall occurs you will hear a call waiting tone To toggle between the two calls FLASH or hang up wait fo...

Page 96: ...s page D 9 3 To page internally the person for whom the caller is leaving a voice mail message 4 To perform off premises reach me see Off premises reach me page D 3 2 8 To the main greeting if your system is using the auto attendant XXX An extension number of another user Note Option 3 is available only when personal greeting 3 has been recorded and option 4 is available only when personal greetin...

Page 97: ... reply at the tone press 1 to stop You will be returned to your mailbox and the original message 4 Back up rewind When pressed during message playback rewinds 4 seconds for each key press If pressed after the message has finished it returns you to the beginning of the message 5 Access user programming Accesses user programming menu 6 Move Moves a copy of the message to other users mailboxes You ma...

Page 98: ...l of your greetings If you do the system will turn off your mailbox until there is once again at least one greeting 3 Hear current personal greeting 3 Call waiting 1 Enable call waiting 0 Disable call waiting 5 Password The password will apply to station programming voice mail retrieval and certain other features when activated 1 Enter new password Your password may consist of 2 8 digits followed ...

Page 99: ...delivery Whenever it receives a new urgent message into your mailbox the system will call the number that you have programmed and play the prompt You have messages please enter your password The prompt will repeat three times before assuming that no one has answered and disconnecting Upon answering enter your password if no password is set you must enter 0 You will then be connected to your mailbo...

Page 100: ...one number Plays back the current phone number 3 Pager notification 1 Enter pager number Enter the pager number followed by 24 digits maximum Do not include an outside line access code i e 9 8 or 71 76 before the number 2 Delete pager number Deletes the currently programmed pager number 3 Hear current pager number Plays back the currently programmed pager number 4 Urgent message activation 1 Urgen...

Page 101: ...r to press 2 to mark the message as urgent In addition messages marked urgent will be played ahead of other new messages during message retrieval 9 Message Recycle Bin un delete Each user s most recently deleted 10 messages will be stored in a Message Recycle Bin to allow the user to recover messages that may have been deleted in error The most recently deleted message will be played first Press 9...

Page 102: ... transfer E 8 Transferring E 8 IP Feature Phone II remote use G 1 Leaving messages D 2 LEDs E 3 Line keys F 13 Private line F 13 Live call screening Message monitor mode F 10 Live outside calls E 16 Live recording D 7 Location Keys H 1 Location numbers H 1 Mailboxes Cascade notification D 16 D 17 Manual day night mode F 14 Message monitor key F 15 Message monitor mode live call screening F 10 Mess...

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