ESI ORIGINAL IVX Installation Manual Download | Manualshive

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ACD C

APABILITY

Department Groups can be set up to provide sophisticated
Automatic Call Distribution (ACD) features. Calls are presented
to the longest Idle ACD agent or, if all agents are busy, callers
can be held in queue and presented as agents become avail-
able. Possibilities include: Up to 10 agent groups with up to 16
agents in a group.

LCD D

ISPLAY

Display for users and idle agents indicates number of new and
old messages waiting in voice mail. During retrieval of mes-
sages, the display shows the phone number (*if Caller ID is
active) associated with the message being heard – plus a count-
down display of the message duration. The display shows real
time activity to ACD agents indicating how many calls are hold-
ing and the length of the longest holding call.

C

ALLER

ID

With Caller ID service activated with the service provider, the
name and/or number of the calling party will be displayed on
incoming calls and during call waiting. Additionally, the Caller ID
will be displayed with messages to facilitate automatic callback
to the calling party.

Note

: Some limitation based on the service

provider and the local dialing patterns may exist.

V

ISUAL

P

ARK

K

EYS

These unique keys allow simplified “park & page” to lighted park
keys appearing on all stations. No need for confusing park and
retrieve codes. In addition, a dedicated hold key provides for
exclusive hold.

911 A

LERT

This feature provides immediate line access if any station with
line access dials 911 to report an emergency. A message will be
sent via the serial port indicating the start date, time, station
number, and end-time of the 911. Additionally, a warning tone
will sound at the operator station and the LCD display will show
“911 CALL FROM X102 JOHN JAMES".

IVX

1.4 G

ENERAL

D

ESCRIPTION

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Summary of Contents for ORIGINAL IVX

Page 1: ...INSTALLATION MANUAL ORIGINAL ...

Page 2: ... Inside front cover of IVX Installation Manual ...

Page 3: ... Extension Examples 3 6 Department Examples 3 7 Auto Attendant Examples 3 12 Voice Mail Examples 3 18 System Programming System Numbering Plan 4 3 Programming Overview 4 4 System Parameters 4 5 CO Line Programming 4 9 Extension Programming 4 13 Department Programming 4 16 Analog Port Programming 4 20 Auto Attendant Programming 4 23 Voice Mail Programming 4 29 Guest Info Mailbox 4 30 Group Mailbox ...

Page 4: ...ical power or repair of tampering with or alteration of the products by anyone other than Estech Systems Inc authorized personnel Regulatory Approvals FCC Part 15 This equipment has been tested and found to comply with the lim its for a Class A digital device pursuant to Part 15 of the FCC Rules These lim its are designed to provide reasonable protection against harmful interference when the equip...

Page 5: ...d forth from system to system with each performing its opera tion only during the time that it is connected to the caller IVX IS DIFFERENT IVX is a single system that performs ALL of these functions as one by a single processor storage medium and voice pro cessing DSP With no boundaries between these once separate tasks IVX delivers the greatest possible efficiency and cost effectiveness SYSTEM CA...

Page 6: ...l commonly used phone features virtually eliminating the need to consult the printed user guide VOICEMAIL KEY A unique fixed key that provides for one stroke immediate inter face to the user s voice mail features Direct access to a voice mail box is accomplished by pressing the VOICEMAIL Key from an idle station Transferring an outside caller directly to a user s mailbox is as simple as pressing t...

Page 7: ...selections or the operator PERSONAL GREETING REMINDER Users typically activate this feature to automatically play their personal greeting the first time the phone is used after extended absence ensuring removal of outdated greetings They do have the option to keep as is or to change it REMOTE SYSTEM SOFTWARE UPDATING System updates are accomplished via a high speed built in Modem System software o...

Page 8: ... With Caller ID service activated with the service provider the name and or number of the calling party will be displayed on incoming calls and during call waiting Additionally the Caller ID will be displayed with messages to facilitate automatic callback to the calling party Note Some limitation based on the service provider and the local dialing patterns may exist VISUAL PARK KEYS These unique k...

Page 9: ... that point users are able to easily create their own custom greetings CALL STATISTICS IVX tracks call activity by Line Extension Department and System Summary Reports that are easy to read and interpret are easily printed by the System Administrator CALL FORWARD BUSY NO ANSWER AND ALL CALLS The Installer can easily control Call Forward Busy No Answer for each station on the system in both Day and...

Page 10: ...ied line pick up from any station CONFERENCE ADD ON Up to 12 parties can be in conferences at the same time up to four parties in a single conference However the originating extension must remain in the conference DAY NIGHT OPERATION Day Night Main Greeting and call processing can be easily pro grammed for automatic operation Alternatively the operator can manually change between Day Night Holiday...

Page 11: ...on users also have the option to program their phone for hands free answer voice announce for station to station calls HOLD RECALL This feature gives flexibility in the amount of time that elapses between placing a call on Park or on Hold and when that party is recalled LAST NUMBER REDIAL If an attempt at an outside call is unsuccessful eg a busy sig nal simply press the single RDL Key for a one o...

Page 12: ...e speaker or handset microphone if pressed during a call NIGHT SERVICE The system includes both automatic and manual control of Day Night Mode PAGING There are three built in paging zones and one 1 all page via a fixed feature key PRIVATE LINE Lines can be programmed to ring directly to a preset station department or mailbox SERVICE OBSERVING Stations designated to observe can be allowed to monito...

Page 13: ... KB S SAMPLE RATE STORAGE MEDIUM IDE DISK DRIVE CONTAINING PROPRIETARY ESI FORMAT PROGRAMS CONFIGURATION AND PROMPTS DTMF DETECTION PASSES MITEL AND BELLCORE DTMF DETECTION TEST TAPES 25 TO 0DBM 40 MS 40MS DETECT DTMF GENERATION TOLERANCE 1 HARMONIC ENERGY IS LESS THAN 16DB BELOW THE FUNDAMENTAL FREQUENCY CROSSTALK 200 3200 HZ LESS THAN 80 DBM REF 0DBM RS232 INTERFACE 38 4 K B 8 DATA BITS 1 STOP B...

Page 14: ...NOTES IVX 1 10 GENERAL DESCRIPTION ...

Page 15: ...MODULE A hard disk drive with proprietary formatting contains all system pro gram and configuration data and pre loaded voice prompts IVX stores up to 30 hours of voice at 64Kb s voice sampling PORT CARDS Port cards provide for configurations in multiples of 4 loop start lines by 8 stations Each port card has a standard female Amphenol connector for easy wiring to a standard 66 block FEATURE PHONE...

Page 16: ...or cause an electrical short capable of producing fire or shock Do not use liquids or aerosols to clean any IVX equipment rather use a cloth that is only slightly damp The IVX telephone voice mail system contains NO components that are serviceable by non dealers or non manufacturer techni cians All service must be referred to the dealer for further handling CAUTIONS POWER SUPPLY Always disconnect ...

Page 17: ...d to provide reasonable protec tion against harmful interference when the equipment is operat ed in a commercial environment This equipment generates and uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of this equipment in which case the user will be required to corr...

Page 18: ...ssors etc Locate space in the telephone equipment room which will pro vide easy connection to the 66 blocks for the CO lines and stations and 110VAC power The location should be no further than 1 000 feet from the furthest station The system and supporting components should be mounted to a 1 2 inch or greater plywood backboard A typical installation layout is shown below IVX 2 4 HARDWARE INSTALLAT...

Page 19: ...th cords to reach the power connector on the upper right side of the cabinet and to reach a standard 110v outlet Do not connect power until all hardware connections have been made 66 BLOCK WIRING DIAGRAM Connect a standard male 50 pin Amphenol cable to each port card female connector located on the bottom right side of the cabinet The connector closest to the wall is the first card Its 66 Block co...

Page 20: ...Tip Green Station 105 Tip Green 113 121 129 22 Blue Black Ring Red Ring Red 23 Black Orange Data Black Data Black 24 Orange Black Data Yellow Data Yellow 25 Black Green Tip Green Station 106 Tip Green 114 122 130 26 Green Black Ring Red Ring Red 27 Black Brown Data Black Data Black 28 Brown Black Data Yellow Data Yellow 29 Black Slate Tip Green Station 107 Tip Green 115 123 131 30 Slate Black Ring...

Page 21: ...dures described above are followed POWER The base unit requires a single 110v AC outlet Use only the Class 2 power supply module provided with the system The expansion cabinet requires no additional AC power A clean isolated power source in conjunction with a UPS is strongly recommended IVX maximum power consumption is 50 watts Note If power is lost the system will drop all connections When power ...

Page 22: ...l connector on the side of the cabinet or connected through punch down on the 66 Block for locating the PC outside of the equipment room A standard shielded serial cable DB9 to DB25 should be used Radio Shack 26 117 or equivalent to connect to a laptop The maximum distance from the cabinet is 100 ft The output from the serial port is programmable from 300 bd to 38 4 KB 8 data bits 1 stop bit and n...

Page 23: ...nes when the lines are idle with the bridge clips removed 1 Connect the black negative lead of a meter to the ground source used to ground IVX 2 Connect the Red Lead to Tip the first lead of the pair Less than 2 volts should be read 3 Verify that the second lead is Ring 40 to 53 volts 4 Repeat the steps above for all CO Lines The CO Lines are connected via the last 4 pairs on each Port Card s 66 B...

Page 24: ... card Each console is paired with a station when the console is configured as part of extension program ming Function 3 ANALOG PORT CONNECTIONS The system provides two dedicated analog ports for FAX Modem Common Ringer Door Phone Overhead Paging or restricted 2500 phone A single analog Tip Ring pair is con nected through the first 66 block Terminal connections are 33 34 for the first analog port a...

Page 25: ...e cabinet Each LED is illumi nated when CO traffic is currently being processed by its card Caution Disconnecting an Amphenol connector when its respective LED is lit will cause one or more outside calls to be disconnected Note Upon power up approximately 30 seconds are required for the system to configure The Power and Port LEDs will blink three times to indicate that the power up sequence has be...

Page 26: ... of the card The second Port Card the uppermost card will need to be removed if access to the first card is required 4 Removal of Port Cards Disconnect the Amphenol connector from the card Carefully unplug the ribbon cable that runs to the main board Remove the 6 phillips screws and care fully remove the card from the cabinet 5 Installation of Port Cards observe the locations and relative position...

Page 27: ...ement while handling the circuit boards 2 Unplug the power supply to IVX 3 Remove the base cabinet lid by removing the release tab at the top of the cabinet and rock back the lid to pull free from the bottom of the cabinet 4 Install the expansion cabi net on the front of the Base Cabinet using the slots at the top of the cabinet originally used to hold the Base Cabinet s lid 5 Lock the Expansion C...

Page 28: ...Base Cabinet 7 Through the large opening in the back of the Expansion Cabinet con nect the ribbon cable s from the Port Card s to the correct con nector on the main board of the Base Cabinet 8 Re install the original lid from the Base Cabinet on the face of the Expansion Cabinet and attach with the two phillips screws 9 Follow the instructions for Ports Card wiring as described earlier IVX 2 14 HA...

Page 29: ...ok duration etc FUNCTION 2 CO LINE PROGRAMMING The CO Lines can be programmed individually or in groups of lines Inbound answering assignment is the most flexible of any phone system available Individual lines can have several delayed ringing destinations based on the number of un answered rings The default setting is for all calls to go to the Auto Attendant on the first ring The destination can ...

Page 30: ... example is PRIMARY ANSWER AT THE AUTO ATTENDANT CUSTOMER REQUIREMENT A company wants all of its calls answered by the Auto Attendant PROGRAMMING TECHNIQUE In the example Line 1 will be answered immediately by the Auto Attendant ID1 is the Main Greeting This is default for both Day and Night Mode Note See Auto Attendant Programming Techniques for exam ples of how to route the caller once answered ...

Page 31: ...orksheet example is NIGHT ANSWER TO A GENERAL DELIVERY MAILBOX CUSTOMER REQUIREMENT A company wants all of its after hours calls answered with the caller given the choice to leave a message PROGRAMMING TECHNIQUE In the example during Night Mode Line 1 will be answered immediately by MB301 a Guest Mailbox set up for general delivery The Personal Greeting recorded might be Hello thank you for callin...

Page 32: ...e worksheet example is SELECTIVE ANSWER BY THE OPERATOR AND AUTO ATTENDANT CUSTOMER REQUIREMENT The company wants customer calls to be answered by the oper ator but have vendors employees and spouses call a different CO pilot number to be routed by the Auto Attendant PROGRAMMING TECHNIQUE In the example Lines 1 to 3 will ring at the operator s extension while lines 4 5 are answered immediately by ...

Page 33: ... are answered immediately by ABC Insurance s Main Greeting ID2 Line Group 9 would be assigned to the personnel for ABC Realtors while Line Group 8 assigned to ABC Insurance employees If all employees work for both they could all be assigned to the same Line Group Note Each ID will also have a different Night Main Greeting as well See Auto Attendant Programming Techniques for further ideas on using...

Page 34: ...n 22 Toll Restriction Tables the Installer would input 12125659898 into the Allow Exception Table permitting all users to call that num ber In Function 31 Extension Definition and Routing the lobby extension would have no Line Group assigned thus deny ing it access to any outside line FUNCTION 31 EXTENSION DEFINITION AND ROUTING STATION PROGRAMMING CUSTOMER REQUIREMENT A company wants Jane to be a...

Page 35: ...ON 33 DEPARTMENT PROGRAMMING Departments consist of a pilot number range 200 to 209 and one or more extensions assigned The Department can distrib ute calls to its members by calling them All at the same time in the order listed in Uniform Call Distribution in Automatic Call Distribution Additionally a Department can be set to serve as a Pick Up Group without receiving calls Note The Department pi...

Page 36: ... the best rep to always get the next call and if busy the next best rep will get the next inbound call and so on PROGRAMMING TECHNIQUE The reps extension numbers would be listed in the Department with the best reps number first advancing to the rep with the least capability Additionally the number one rep ext 106 will have all calls that are busy or no answer to the entire Department sent to his m...

Page 37: ...ncements until a rep becomes available When the exit timer has been reached the longest that you want a caller to hold the caller will then be transferred to the call for ward destination The worksheet example is Note Blind transfer of a call to the Department when its pro grammed Station Key is unlit will transfer to the longest idle agent If all agents are busy the call can still be transferred ...

Page 38: ...AMPLE IS FUNCTION 34 ANALOG EXTENSION PROGRAMMING HEAVY FAX USAGE CUSTOMER REQUIREMENT A company wants to be able to have a dedicated FAX line for automatic incoming FAX as well as the ability to have a caller transferred to the FAX even if he has called in on a regular line PROGRAMMING TECHNIQUE The Installer would install the dedicated FAX line as one of the system CO Lines not in rotary with th...

Page 39: ... station to be connected to a commercial paging unit and transmit DTMF tones to the unit if required for Zone Paging A DSS Key could be programmed for direct access to X191 Analog Extension 192 would be programmed as DOOR with Ring Down set for extension 100 Note Many overhead paging units are designed to be connect ed to a CO Line port of the system and accessed by pressing a Line Key Note PAGE d...

Page 40: ...ub branches what will occur if the caller chooses 1 2 or 3 141 142 and 143 must be created and pro grammed 2 A GOTO BRANCH This type branch actually connects the caller to his desired des tination It can have as its destination an Extension Department Mailbox Branch ID or Outdial off premise num ber Example In a Menu Branch For widgit sales press 1 for gadget sales press 2 or to return to the Main...

Page 41: ... programming changes DESTINATION Where the branch leads Branch Type Possible Destinations Menu Sub branches GoTo Extension Department Mailbox or Outdial Location Directory Names In a Menu Branch the destinations are always sub branches In a GoTo Branch the destination is an extension number another branch ID a mailbox or a string of digits or commands for dialing outside of the system In a Directo...

Page 42: ...g the Installer would have cre ated a sales Department 201 with the 4 extensions and a ser vice Department 202 with the 3 extensions The worksheet example is IVX 3 14 TUTORIAL ID1 Menu Main Greeting ID11 ID12 ID13 ID14 ID15 ID16 Thank you for calling ABC Company for sales press 1 for service press 2 for admin press 3 for a company directory press 4 or please hold the line for the operator GoTo Sal...

Page 43: ...0 and 201 with the appropri ate sales extensions in each The worksheet example is IVX TUTORIAL 3 15 ID1 Menu Main Greeting ID11 ID12 ID13 ID14 ID15 ID16 ID111 ID112 ID113 ID131 ID132 ID133 Thank you for calling ABC Company for sales press 1 for service press 2 for admin press 3 for a company directory press 4 or please hold the line for the operator For widget sales press 1 for gad get sales press...

Page 44: ...15 and 16 These selections would be presented only in the Night Main Greeting ID 15 would be programmed to go to a Cascade Paging Mailbox 920 and ID 16 would go to the operator s mailbox 100 The worksheet example is IVX 3 16 TUTORIAL ID1 Menu Main Greeting ID11 ID12 ID13 ID14 ID15 ID16 Night Greeting Thank you for calling ABC Company our offices are now closed if you require emergency assistance p...

Page 45: ... to the first letter of either his first or last name The worksheet example is Tip If as example the company president only wants callers who knows his extension number to be able to reach him sim ply don t include his name in the directory If he does not want any calls at all to reach him through the Auto Attendant set his extension for Auto Attendant Block as part of Extension Programming Use th...

Page 46: ...UNCTION 54 CUSTOMER REQUIREMENT A company has an outside sales rep and wants him to be able to receive messages at the home office PROGRAMMING TECHNIQUE In the example below Thomas has been given extension mail box number 321 Any outside caller can dial 321 at the Main Greeting or select his name from the directory and be trans ferred to his mailbox Additionally 321 could be programmed as a Statio...

Page 47: ... is GROUP MAILBOX FOR MULTIPLE OWNERS FUNCTION 54 CUSTOMER REQUIREMENT The East Coast Regional Sales manager in the above example also wants to be able to have his five sales reps leave sales tips for each other PROGRAMMING TECHNIQUE The Administrator should assign him an additional Group Mailbox number In this case the manager would give out the Group Mailbox number 502 to his reps and set the pa...

Page 48: ...er wishes to be notified via his pager whenever a new mes sage has been left in his mailbox PROGRAMMING TECHNIQUE A part of his station programming he will input the phone num ber required to activate his pager His pager will be activated whenever he receives his first new message and be reminded with additional periodic pages until the new message has been picked up The system will dial the pagin...

Page 49: ...swer from the tech support Department pilot or as a result of the caller selecting emergency page as one of the options presented by the Auto Attendant during Night Mode see Auto Attendant examples in this section The worksheet exam ple is Note In the above example the on call pager 4228621 would be passed to the Tech on duty each night 5962322 belongs to the supervisor and 5966565 belongs to the ...

Page 50: ...NOTES IVX 3 22 TUTORIAL ...

Page 51: ...e HOLD Deletes data or recording Exit Hang Up Exits programming mode and removes the extension from DND Help PROG HELP Press during programming for more detailed instructions Select PARK 3 Will toggle or scroll through possible selections on the LCD Display Note A at the end of the second line of the display indicates that additional choices or values can be toggled to or scrolled through by press...

Page 52: ... move to the next character to be input Press the HOLD Key to delete any errors completes the name Note The 1 key options are Q Z _ a space 1 ACCESSING USER STATION PROGRAMMING Should a user forget his password or if an employee leaves the organization this feature allows the Installer or Administrator to enter a user s station programming and operate within it as if he were the user From the user...

Page 53: ... User Extensions 191 to 192 Analog Extensions 200 to 209 Department Pilots 300 to 499 Guest Info Mailboxes 500 Broadcast Mailbox 501 to 516 Group Mailboxes 520 to 529 Cascade Paging Mailboxes 530 to 550 Recordable System Prompts 560 to 589 Feature Codes 590 to 598 MOH Recordings 600 to 699 System Speed Dial IVX PROGRAMMING 4 3 ...

Page 54: ...nsion Programming 31 Extension Definition Routing 32 Extension Feature Authorization 33 Department Programming 34 Analog Extension Programming 35 Extension Button Mapping 4 Auto Attendant Programming 41 Auto Attendant Branch Programming 42 Announce Extension Number 43 Automatic Day Night Mode Table 5 Voice Mail Programming 51 Maximum Message Length 52 Message Purge Control 53 Guest Info Mailboxes ...

Page 55: ...ration data but will not delete custom recordings made by the Installer or customer After Reset the system will match any previous custom recordings to the new configuration data 2 INITIALIZE Returns all components and software to their initial state Initialization will erase all data and custom recordings Always initialize the system before initial programming The command to reset or initialize m...

Page 56: ... Administrator can access a user s station programming At the user s station when prompted to enter the User s Password input the Installer or Administrator Password and follow normal user programming FUNCTION 14 SET TIME DATE A new time is input in a twelve hour format Input 1233 for 12 33 or 315 for 3 15 Select AM or PM by pressing the PARK 3 Key A new date in input in an eight digit format incl...

Page 57: ...t of time in seconds that an agent can remain in wrap mode If this function is turned off agents cannot place their stations in Wrap Mode see Power User s Guide ACD Agent If turned on the range can be set from 5 to 600 seconds Default 0 No limit FUNCTION 16 RECORDING ALERT When using the recording feature to record an outside call the system can be set to play a short beep tone every 15 seconds to...

Page 58: ...mple to create a System Speed Dial number that dials 9 578 5644 pauses for 4 seconds and dials 104 input 95785644 Tab to P Tab to P Tab to 104 Press the HOLD Key to delete any character or digit entered in error To delete an entire speed dial number and name delete the location number by pressing the HOLD Key Note System Speed Dial will be available to all stations regard less of the station s lin...

Page 59: ...amming selecting either PBX or KEY PBX Mode and entering the number of CO Lines to be installed will automatically program the Soft Feature Keys system wide Use Extension Button Mapping Function 35 for system wide changes or station Soft Feature Key programming to selectively change individual station Soft Feature Keys KEY PBX MODE The Line appearances on the Soft Feature Keys will be assigned sta...

Page 60: ...O LINES TO PROGRAM Select the Line Keys to be programmed alike their LEDs will become green when selected After programming these keys they will turn amber select additional Line Keys to program alike until all required Lines have been programmed and turned amber Repeat this for the Night Mode 2 OUTBOUND CO LINE GROUPS CO Lines can be grouped for outbound pooled access into one of three Line Group...

Page 61: ...e Group 9 Lines 5 to 7 will appear in the left hand three keys of the second row on the sta tions programmed to access Line Group 8 Use extension but ton mapping to change if desired 3 ANSWER RING ASSIGNMENT Lines can be directed to be answered at up to 5 Extensions a Department a Mailbox or an Auto Attendant Branch ID see Auto Attendant Programming The destination can be set to add or drop Extens...

Page 62: ...tion is programmed to be allowed or denied toll calls All sta tions can make non toll calls An Allow Exception Table and a Deny Exception Table can be programmed in this function to be exceptions to toll restriction If a number is listed in the Allow Table it will be allowed to all sta tions If a number is listed in the Deny Table it will be denied to all stations List the numbers for either table...

Page 63: ...OPEN LOOP INTERVAL If an open loop interval is available from the CO IVX can be set to detect the open loop interval and disconnect more quickly This will also allow the system to drop abandoned calls from Park and Hold and to reduce the possibility that abandoned calls could create messages that are silent or contain CO generated tones Since open loop intervals generated by the CO may vary in dur...

Page 64: ... table of exception area codes can be input to indicate that calls to those area codes are to be dialed as local calls Two types of local dialing can be programmed Local 7 local calls that can only be dialed as 7 digits IVX will strip the area code received before dialing Local 10 local calls that can only be dialed as 10 digit num bers IVX will not add a 1 prefix If you have an area code that can...

Page 65: ...ned as follows 1 EXTENSION NUMBER Extension numbers are defaulted from 100 to the highest num ber of ports installed and must match the port numbers as con nected to the system 2 EXTENSION NAME The name is used for the LCD Display reports and as a pro gramming aid The name length can be no longer than 10 char acters See Inputting Alphabetic Numeric Characters earlier Default the extension number 3...

Page 66: ...0 DSS BLF Console An extension is designated as a DSS BLF Console by programming its extension name with DSS When prompted input the extension number that it is to be paired with Note Only one DSS BLF Console can be installed per Port Card but each can be paired with any extension in the system FUNCTION 32 EXTENSION FEATURE AUTHORIZATION Many extension features can be allowed denied on a extension...

Page 67: ...ansferred to the station from the Auto Attendant 6 LIVE RECORDING FEATURE If enabled will allow the user to record conversations 7 SERVICE OBSERVING Allows the user to monitor the conversations of those stations listed in the Service Observing list for his station If Service Observing is YES a list of allowed extensions must be input Note A Department number can be entered as an extension in the S...

Page 68: ... Calls will be presented to the longest idle logged on agent If all agents are busy the caller will be played the ACD Queue Prompt and placed in queue When an agent becomes avail able the longest holding caller will be connected If no agents answer before the Exit Time Function 154 is reached the call will call forward as programmed in this function Caller holding in an ACD Department queue will b...

Page 69: ...fer a caller to the Department number The transferred call will be processed according to the above description as if transferred by the Auto Attendant See the Tutorial Section 2 for programming examples Following is an example of a completed Programming Worksheet 1 2 3 4 5 6 Each programming step is as follows 1 DEPARTMENT NUMBER Department numbers range from 200 to 209 2 NAME The Department name...

Page 70: ...NALOG EXTENSION PROGRAMMING Two pre assigned analog ports X191 and X192 provide sup port for the following applications Common Ringer Connected via a Tip and Ring pair will apply ring voltage whenever a Line rings in Night Mode FAX If a FAX tone is detected by the Auto Attendant it will automatically be forwarded to the Analog port programmed as FAX Modem Incoming calls for a Modem can be manually...

Page 71: ... Down destination can be programmed only if the type selected is DOOR Enter an Extension Department or Mailbox to ring whenever the station is taken off hook Default 0 the operator 5 6 CALL FORWARD BUSY NO ANSWER The ports can be set to call forward busy no answer to an Extension Department Mailbox or a Branch ID for Day Mode and differently for Night Mode Default 9999 automatic dis connect 7 TOLL...

Page 72: ...ppropriate digits on the dialpad and confirm by pressing the same Soft Feature Key again Note To determine how a Soft Feature Key is currently pro grammed press the key note how is is programmed and press the key again CO LINE KEY If the dialed digits are 1 thru 16 the key will serve as a CO Line key STATION KEY If the digits input is a three digit extension number or Department Guest Mailbox etc ...

Page 73: ...Programming and the Power User s Guide for a detailed description of each key They are 560 MANUAL DAY NIGHT KEY 561 SERVICE OBSERVING KEY 562 ACD AGENT WRAP KEY 5XXX ACD AGENT LOG ON KEY XXX is an ACD Dept number 563 CALLER ID ESI DEX KEY Note A Soft Feature Key can be deleted by pressing the HOLD Key instead of programming a value IVX PROGRAMMING 4 23 ...

Page 74: ... single digit selection he will then advance to one of its sub branches which could be another Menu Branch if more choices are to be given a GoTo Branch which will route the caller to his destination or a Directory Branch so he can choose from a list of names Note If a caller makes no selection during the prompt in a Menu Branch he will be transferred according to the No Response programming for t...

Page 75: ...fer to an off premise location It can be programmed to include in its dial string pauses flash hooks etc These special codes may be inserted by using the PARK 3 Key to select the appropriate code Since the key is used to con firm a special code must be used to actually program a DTMF tone if required The codes are a DTMF tone F a flash hook P a 2 second delay or E to send the last extension number...

Page 76: ...nch s will not be enabled until at least 1 name has been recorded In the example above the Branch IDs and Branch titles shown are for programming purposes only The caller only needs to press 1 2 etc to move through the choices THE AUTO ATTENDANT SEQUENCE OF PROGRAMMING IS AS FOLLOWS 1 ID 2 Type 3 Name 4 Destination IVX 4 26 PROGRAMMING ID1 Menu Main Greeting ID11 ID12 ID13 ID14 ID15 ID16 Thank you...

Page 77: ...ormation at user s phones and reports 4 DESTINATION In a Menu Branch the destinations are always sub branches that are created later In a GoTo Branch the destination is an Extension another Branch ID or a string of digits or com mands for dialing outside of the system In a Directory Branch the destination is a list of names input in Function 62 which are then translated by the system to extension ...

Page 78: ...t times can be entered for each day Select the day of the week by pressing the Park 3 press to confirm Enter each time entry for the day displayed separated by The mode day or night associated with each time will be automatically selected by the system press the Park 3 Key to change the mode Press to return to the select the next day of the week to enter Use Park 3 to select the next day to pro gr...

Page 79: ... establish how messages are to be automatically erased by the system if its memory becomes exhausted The system s purge routine will begin only when the system s memory is full and will remove messages down to 90 full according to the following programmed values New Messages older than the number of days programmed Old Messages older than the number of days programmed Group Messages older than the...

Page 80: ...ey and the mailbox number INFO MAILBOXES Info Mailboxes can be used to give callers information on a vari ety of different subjects by publishing these mailbox numbers Info Mailboxes are identical to Guest Mailboxes except that the caller will not be given a record tone after the personal greeting the information to be played Instead the caller will be for warded as programmed in this function def...

Page 81: ...10 characters See Inputting Alphabetic Numeric Characters earli er in this section Default the Mailbox Number 3 TYPE Select a mailbox type Guest or Info 4 5 CALL FORWARD INFO MAILBOX ONLY An Info Mailbox can be set to call forward after the personal greeting has played to an Extension Department a Mailbox or a Branch ID for Day Mode and differently for Night Mode Default 999 automatic disconnect I...

Page 82: ...ne with the password to record a group message Press the VOICEMAIL Key 510 to hear delete any group messages that remain in the mailbox Press the PROGRAM HELP Key 510 to program the Group Mailbox Note If 0 is programmed as the password anyone can leave group messages or program the Group Mailbox Note If a user saves a Group Message it will be saved as a new message BROADCAST MAILBOX Mailbox 500 is...

Page 83: ...Interval has been set to 0 all three pagers in a Cascade Mailbox see following function will be paged simultaneously and only once when a new message is taken FUNCTION 56 CASCADE PAGING MAILBOXES In addition to individual mailbox paging up to 10 Cascade Paging Mailboxes in range 520 to 529 can be created These can be assigned to anyone that requires additional levels of pag ing beyond the single l...

Page 84: ... quality press the key to confirm Deleting a recording by pressing the HOLD Key instead of will return to the default recording if a system prompt BUSY PROMPT 530 The Busy Prompt is played to the outside caller if an extension is busy Default is That extension is busy HOLD PROMPT 532 The Hold Prompt is played to the caller after he has made a menu selection or has input an extension number Default...

Page 85: ...g and instructs the caller as to other options Default is To continue this recording press 1 to return to the main menu press 8 or if finished press and hang up ACD QUEUE PROMPT 538 The first prompt played to a caller when all extensions are busy in an ACD Department Default is All agents are currently assisting other customers please hold and your call will be answered in the order received ACD H...

Page 86: ...ce connected to the MOH connecter located on the side of the cab inet or pre recorded music messages can be stored on the disk and played continuously to a caller on hold Three default generic MOHs are stored as Prompt 591 592 and 593 Prompt 591 is three minutes of uninterrupted music for use with ACD if desired Prompt 592 has periodic prompts to Please continue to hold while 593 has periodic prom...

Page 87: ...he prompt number to be recorded press 1 to begin recording press 1 when finished To aid in queuing the source will be played through the phone s speaker while recording The recorded material will then playback just as any other recording press to accept the recording The recorded material should not have a beginning or end so that playback can loop continuously FUNCTION 633 MOH VOLUME If an extern...

Page 88: ...er or Administrator programming menu select the desired report as listed below The reports can be printed with either 1 the data saved for inclusion in future reports or 2 the data and totals cleared The System Program Report or System Speed Dial Report cannot have its data cleared Note Outbound calls shorter than one minute are not counted in system totals FUNCTION 71 SYSTEM PROGRAM REPORT This r...

Page 89: ... statistics indicating the message activity in each mailbox since the data was last cleared FUNCTION 75 SYSTEM SPEED DIAL REPORT This report lists the current System Speed Dial numbers Distribute a copy to those who are authorized to use them IVX PROGRAMMING 4 39 ...

Page 90: ...NOTES IVX 4 40 PROGRAMMING ...

Page 91: ...IVX PROGRAMMING 4 41 ...

Page 92: ...IVX 4 42 PROGRAMMING ...

Page 93: ...ding SYSTEM DOES NOT COME UP OR POWER LED DOES NOT LIGHT Verify that intercom dial tone and the Idle LCD Display is not available at all stations STATION SPECIFIC If the above condition occurs at a single station see Station Inoperable SYSTEM WIDE 1 Check that the power transformer is solidly connected at the 110v outlet and at the power jack of IVX 2 Verify that the transformer is outputting 24v ...

Page 94: ...y that the CO Line programming Section 4 for each Line is correct to allow Line access 2 Verify that the Extension Programming Section 4 is correct to allow Line access from the extension Note Even though the Line appears on a station s display or station key the station must be programmed for access to the Line Group that the CO Line has been programmed in CO LINE WON T RING DIRECTLY TO A STATION...

Page 95: ... 1 Verify that other stations are working correctly 2 Replace the phone with another known working phone 3 Verify all wiring from the block to the phone including the phone line cord See Block Wiring Diagram on page 2 7 4 Verify correct order of wiring Note If the data pairs are reversed a single character will appear in the phone s display 5 Connect a known working phone to the block directly beh...

Page 96: ...t Card are solid state non replaceable fuses Each will automati cally reset when the fault that caused the fuse to trip has been corrected The main power fuse is located on the main board below the disk drive assembly Before attempting to replace this fuse contact ESI Technical Support TECHNICAL ASSISTANCE Dealer technical assistance is available 8 00AM to 7 00PM Central Time Monday thru Thursday ...

Page 97: ... a twelve hour format 15 System Timing Parameters 151 Flash Duration The range is 2 to 10 0 2 to 2 0 sec Default 1 5 sec 152 Transfer Recall Timer The range is 1 to 9 rings Default 3 153 Hold Park Recall Timer The range is 5 to 120 seconds Default 60 154 ACD Exit Timer The range is 5 to 600 seconds Default 180 seconds 153 ACD Wrap Timer The range is 5 to 600 seconds Default 0 no limit 16 Recording...

Page 98: ...EET LOC NUMBER NAME 600 601 602 603 604 605 606 607 608 609 610 611 612 613 614 615 616 617 618 619 620 621 622 623 624 625 626 627 628 629 630 17 System Speed Dial Use a blank sheet for additional speed dial numbers 631 to 699 ...

Page 99: ...IVX PROGRAMMING WORKSHEET 6 3 21 CO Line Programming CO OUT Ring 1 Ring 3 Ring 5 Ring 9 Default 9 ID1 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Day Mode ...

Page 100: ...__________________________________________________ _____________________________________________________________________ Deny numbers ________________________________________________________ _____________________________________________________________________ 23 CO Line Parameters 231 Line Receive Volume The range is 1 to 12 Default 12 232 Line Open Loop Interval The range is 1 to 255ms Default 6...

Page 101: ...MB None 0 OPERATOR 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 IVX PROGRAMMING WORKSHEET 6 5 31 Station Definition Routing 0 is defaulted Call Fwd and Extension to X100 ...

Page 102: ...3 SO LIST 104 SO LIST 105 SO LIST 106 SO LIST 107 SO LIST 108 SO LIST 109 SO LIST 110 SO LIST 111 SO LIST 112 SO LIST 113 SO LIST 114 SO LIST 115 SO LIST 32 Station Feature Authorization Extensions 100 to 115 SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST ...

Page 103: ...ault Y Y N Y N Y 116 SO LIST 117 SO LIST 118 SO LIST 119 SO LIST 120 SO LIST 121 SO LIST 122 SO LIST 123 SO LIST 124 SO LIST 125 SO LIST 126 SO LIST 127 SO LIST 128 SO LIST 129 SO LIST 130 SO LIST 131 SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST SO LIST ...

Page 104: ...00 X100 200 EXT List 201 EXT List 202 EXT List 203 EXT List 204 EXT List 205 EXT List 206 EXT List 207 EXT List 208 EXT List 209 EXT List 33 Departments All In Order UCD ACD Pick Up EXT List EXT List EXT List EXT List EXT List EXT List EXT List EXT List EXT List EXT List ...

Page 105: ...utton Mapping See Programming Section for button default based on the system configuration EXT TYPE RING DN CF DAY CF NIGHT TOLLS FAX 9 X 0 X 0 YES PAGE NA NA NA DOOR 100 ID9999 ID9999 RINGER NA NA NA MODEM 9 ID9999 ID9999 YES EXT X 0 X 0 YES Default is X191 FAX and X192 Page ...

Page 106: ...41 Branch Programming 42 Announce Extension Number Default YES 43 Automatic Day Night Mode Table ID1 Main Greeting Menu ID11 ID12 ID13 ID14 ID15 ID16 D D D D D D D N N N N N N N D D D D D D D N N N N N N N D D D D D D D N N N N N N N MON TUE WED THUR FRI SAT SUN ...

Page 107: ... 0 no purge to 356 days Default New 0 Old 0 New Old Group Recordings Group 0 Recordings 0 IVX PROGRAMMING WORKSHEET 6 11 MB NAME TYPE CF DAY CF NIGHT 300 301 302 303 304 305 306 307 308 309 53 Guest Info Mailboxes The type is either Guest or Info CF Day and Night applies only to Info Mailboxes default is branch 9999 discon nect Use a blank sheet for additional mailboxes ...

Page 108: ...nds the interval range is 10 to 1440 Minutes Line Grp Pauses Interval 56 Cascade Paging Mailboxes List paging numbers and number of pages before the next is added MB Members 500 All 501 502 503 504 505 506 507 Use a blank sheet for additional Group mailboxes MB 1st Number Times 2nd Number Times 3rd Number 520 521 522 523 524 525 526 527 528 529 ...

Page 109: ...Prompts 62 Record Directory Names EXT NAME KEY EXT NAME KEY 100 116 101 117 102 118 103 119 104 120 105 121 106 122 107 123 108 124 109 125 110 126 111 127 112 128 113 129 114 130 115 131 Key required if Alpha Directory used Use blank lines for Guest Extensions ...

Page 110: ...c Music on Hold 632 Record MOH Record prompts 594 to 598 633 MOH Volume The range is 1 to 12 Default 6 7 Reports 71 Program Configuration 72 Line Auto Attendant Statistics 73 Extension Department Statistics 74 Voice Mail Statistics 75 System Speed Dial Report IVX 6 14 PROGRAMMING WORKSHEET ...

Page 111: ...agram 2 6 Branch ID Programming 4 26 ID Tutorial 3 2 Broadcast Mailbox 4 35 Button Mapping 4 24 C Call Forward Key PUG 17 Call Waiting PUG 7 Call Pick up PUG 7 Caller ID Programming 4 14 Cascade Paging Mailbox Programming 4 37 Tutorial 3 21 Using PUG 38 Cautions 2 3 Centrex PBX Access Code 4 12 Class of Service 4 17 Clock Set 4 6 CO Line Hardware Connection 2 9 Programming 4 9 Tutorial 3 1 Confere...

Page 112: ...al 3 12 Grounding Unit 2 7 Group Mailbox Programming 4 35 Tutorial 3 22 Using PUG 30 Guest Mailbox Programming 4 32 Using PUG 32 H Hands Free Answer PUG 24 Hardware Installation 2 1 Headset Operation PUG 23 Hold Key PUG 13 I Information Mailbox Programming 4 32 Initialize System 4 5 Installation Expansion Cabinet 2 12 Grounding 2 7 Mounting Base Cabinet 2 5 Port Cards 2 12 Intercom Calls PUG 2 K K...

Page 113: ...n Operation PUG 28 Outside Calls PUG 2 Outside Dial Tone Preference PUG 24 Overflow Answering 3 3 P Page Key PUG 13 Paging External Programming 4 36 Tutorial 3 20 Using PUG 11 User Programming PUG 27 Park Key PUG 13 Password User PUG 26 Programming 4 6 PBX Key Mode 4 9 Personal Greetings Using PUG 11 User Programming PUG 20 Personal Greeting Reminder PUG 23 Pick Up Key PUG 13 Pick Up Department Gr...

Page 114: ... System Timing Parameters 4 7 T Technical Assistance 5 4 Time Set 4 6 Toll Restriction Programming 4 12 Tutorial 3 6 Transfer To a Station PUG 6 To a Mailbox PUG 6 To the Main Greeting PUG 7 User to their Mailbox PUG 7 Transfer Recall Timer 4 7 Trouble Shooting 5 1 U UPS Uninterrupted Power Source 2 8 User Mailboxes Administrator Access to 4 19 Change Delete 4 15 User Programming PUG 20 V Voicemai...

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