5. Record your message after the tone. 6. When finished, hang up to deliver the message or press

to access more

options.

MESSAGE OPTIONS*

Below is a summary of the options you can use when accessing messages, after playing messages, and when recording voice mail messages.
# LISTENING TO MSG AFTER MSG PLAYS LEAVING MSG

FEATURE CODES*

FEATURE NAME
Account Code All Calls Account Code Optional ACD Agent Log In ACD Agent Log Out ACD Agent Log In/out ACD Agent Wrap-up Term. Agent Help Request Agent Help Reject Automatic Intercom Access Automatic Line Access Automatic Line Answer Background Music Call Forward All Calls Call Forward If Busy Call Forward If No Answer Call Fwd. If No Answer/Busy Conference Default Station Directory Display Time And Date Do-Not-Disturb On/Off Do-Not-Disturb Override Feature Button Default Group Listen Handsfree On/Off Headset On/Off Hold Individual Hold System Hookflash (Recall in Europe)
Hunt Group Remove/Replace LCD Contrast Control Message Message - Cancel Msg Left Message -Cancel Msg On Endpt. Message - Silent Microphone Mute Page Page Remove/Replace Program Buttons Program Station Password Queue (Callback) Request Record-A-Call Redial Redirect Call Reminder Message Reminder Message Cancel Remote Programming Reverse Transfer Review Buttons Ring Intercom Always On/off Ring Tone Selection Station Speed Dial Station Speed Dial Program System Forward On/Off System Speed Dial Switch Keymap Transfer To Hold Transfer To Ring
TELEPHONE SYSTEM AND VOICE MAIL FEATURE GUIDE

USING VOICE MAIL

To access your mailbox: 1. Dial the voice mail extension number. 2. Say Login or press and say or enter your mailbox number. 3. Enter your password and press #. 4. Voice mail plays the main menu for your mailbox type and guides you through the available options.
Back Up Pause Skip forward Lower volume Play envelope Increase volume Skip to end
Replay the message Reply to the message
Replay the message Append the message
Forward a copy Erase and re-record Listen to previous msg Play envelope Listen to next message Save the message Delete the message Access delivery options Cancel Send message and exit

2. Enter an extension number or enter a line access code followed by an outside telephone number. 3. Hang up. To turn off Call Forward: 1. Enter 5. 2. Press # and hang up.
*VACATION is replaced by HOLIDAY in European systems.

Notice

This Inter-Tel user guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary to use the Model 8520 endpoint. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Some features or applications may require additional hardware and/ or specific software.
Some system features can only be accessed by an administrator. For information about these features, see the Frequently Asked Questions on page 91.
For sales, service, or technical support, contact your local authorized Inter-Tel reseller.
Comments about this user guide or other technical documentation should be directed to Inter-Tels Technical Publications Department at: Tech_Pubs@inter-tel.com
All products and services mentioned in this publication are the trademarks, service marks, registered marks, or registered service marks of their respective owners. Inter-Tel, Axxess, and Enterprise are registered trademarks of Inter-Tel, Incorporated. Microsoft and Outlook are registered trademarks of Microsoft Corporation.

FINDING YOUR WAY

Table of Contents

CONTENTS PAGE

FINDING YOUR WAY. 1
Welcome. 2 About This Guide. 2 About Your Endpoint. 3 About Voice Mail. 7 What You See and Hear. 11 Software Compatibility. 12

GETTING STARTED

GETTING STARTED. 13
Introduction. 14 Adjusting Your Endpoints Viewing Angle. 14 Adjusting Your Endpoints LCD Contrast. 15 Setting Up Voice Mail. 16 Making and Receiving Calls. 19

MOVING ON

Placing Calls On Hold. 23 Placing Conference Calls. 24 Transferring Calls. 25 Using Reverse Transfer. 26 Forwarding Calls. 27 Redialing a Number. 28 Displaying Information on Your Endpoint. 29 Using a Headset. 30 Using the Speaker and Microphone. 31 Using the Message Button. 33 Accessing Your Mailbox. 34 Disabling and Enabling ASR. 35 Accessing Voice Mail Messages. 36 Using Do-Not-Disturb Mode. 42 Using Reminder Messages. 44

Placing Intercom Calls

To place an intercom call: 1. With or without the handset lifted, dial an extension number. 2. If your call goes through handsfree to an endpoints speaker, speak after you hear a double tone. If you hear continuous ringing, wait for the call to be answered. The telephone system allows you to place a non-handsfree call that will override handsfree mode on the extension you are calling. If you use the Ring Intercom Always feature to always send non-handsfree calls, the called party must pick up the handset to answer the call. To place a non-handsfree call that will ring at the other endpoint until answered: Press # before dialing the extension number. To program your endpoint to always send non-handsfree calls using the Ring Intercom Always feature: With the handset in the cradle, dial 7.The current status is shown.
If there is no answer or if the endpoint is busy when you place an intercom call, you can do any of the following: To leave a station message: Press MSG and then hang up. To leave a voice mail message: Press MSG and wait for the message center to answer. (See page 33 for more message options.) NOTE: This option is only available if the called endpoint has a voice mailbox. GETTING STARTED To camp onto a busy extension: Stay on the line and wait for the endpoint to become available. Do not hang up. After the system timer expires, you hear music until the endpoint is available. NOTE: You cannot camp on to an endpoint if it is in DND mode. To request a callback (queue on to the endpoint): Press 6 and hang up. When the endpoint is available, your endpoint rings. (To cancel the queue request before the callback, press 6.) To use the Off-Hook Voice Announce feature (if the called endpoint is programmed for it): Do not hang up. After the busy signals stop, you are automatically connected and may speak. (If you hear music or if the endpoint is in DND mode, your off-hook voice announce call will not go through.) This allows you to talk to the endpoint user on his or her handsfree speakerphone, even though the user already has a call in progress on the handset. This feature is not available if your endpoint has the Ring Intercom Always feature enabled.

Receiving Intercom Calls

Your endpoint can receive both intercom and non-handsfree intercom calls. If the handsfree feature is enabled on your endpoint, intercom calls are automatically answered. Non-handsfree intercom calls (see page 19) override the handsfree option. If your handsfree feature is disabled, or if you receive a non-handsfree intercom call, you must pick up the handset or press a button to answer the call. To enable or disable your endpoints handsfree answering feature: With the handset in the cradle, dial 9. To receive an intercom call: If the handsfree feature is enabled, respond handsfree. If the handsfree feature is disabled, press To receive a non-handsfree intercom call: EITHER, Lift the handset for privacy. OR, Press

enabled.

or lift the handset for privacy.

to answer the call.

NOTE: You must lift the handset if the caller has the Ring Intercom Always feature
To redirect a ringing call to another extension or to an outside number: 1. Press and dial 1. 2. Enter the extension or outside number to which you want to redirect the call. See page 28 for more information. If the Off-Hook Voice Announce feature is enabled for your endpoint, when you hear a single tone and see an incoming call display, you can do one of the following: To accept the call on the speakerphone without ending your current call: When you hear a double tone, you may talk handsfree with the caller through the speakerphone. (The caller on the handset will be able to hear both you and the party on the speakerphone.) To block the call from coming through the speaker: Press to allow the incoming intercom call to camp on. The flashes, and the call is placed on hold.

button

Press DND to place your endpoint in DND mode, if desired. (See page 42 for more information about DND mode.)

Outside Calls

With outside calls, you can talk to people who arent members of your telephone system. When you make an outside call, however, you must dial any area codes or long distance digits that your telephone company requires.

Placing Outside Calls

To place an outside call: 1. With or without the handset lifted, press 2. Dial the desired number.
NOTE: If you see a request for an account code and hear a single beep, you must
dial an account code before you can place your call (see page 64).
Depending on how your system is programmed, you may be able to use one of the following methods to select an outgoing line, instead of pressing the OUTGOING button: Dial the Outgoing Call feature code (default is 8). Press an unlit

button, if you have one.

Dial a Select Line Group feature code (the defaults are 92001-92208 but may differ depending on the software version). Dial the Automatic Route Selection (ARS) feature code (the default is 92000 but may differ depending on the software version).
To request a callback (queue on to the line) if all outgoing lines are busy when you try to call out: When you hear busy signals, press 6 and hang up. When the line is available, your endpoint rings. To cancel the queue request before your endpoint rings: Press 6. GETTING STARTED When dialing the number, you can do one of the following: Use the speed-dial directory. See page 65. Use the Station Speed-Dial feature. See page 56. Use the System Speed-Dial feature. See page 58. Redial the last number you dialed. See page 28.

Receiving Outside Calls

To receive an outside call: EITHER, Lift the handset. OR, Press ANSWER. Depending on how your system is programmed, you may be able to press the flashing CALL button instead. To redirect a ringing call to another extension or to an outside number: 1. Press and dial 1. 2. Enter the extension or outside number to which you want to redirect the call. See page 28 for more information.

to connect and disconnect calls.
To disconnect a headset: 1. Unplug the headset cord from the headset jack. 2. With the handset in the cradle, dial 6 (Headset Off feature code) or dial (Headset On/Off feature code). The display shows HEADSET 1 MODE OFF. NOTE: If you have both a headset and a handset connected to your endpoint and you
are using the headset, you can quickly transfer audio to the handset by lifting the handset from the cradle. Press to transfer the call back to the headset before replacing the handset in the cradle.
USING THE SPEAKER AND MICROPHONE
If you are not using a headset, you can talk handsfree using your speaker and microphone. You can also use the speakerphone for on-hook dialing, call monitoring, and background music.

Mute Button

To mute the microphone so that you can hear the other party, but they cannot hear you (this does not put them on hold): Press MUTE. To return to the call: Press MUTE. GETTING STARTED
Group Listen Using the Speaker
With the Group Listen feature, you can transmit a conversation over the speaker while you use the handset or headset to continue speaking. This allows other people to hear the caller while the caller can only hear you. NOTE: You cannot use this feature on a handsfree call. You must be on a call using
the handset or a headset before entering the feature code.
To turn the group listen feature on or off during a call: Press and dial 2. You hear a confirmation tone (the other party does not hear this tone). NOTE: If you are using the handset, the button lamp will remain unlit, even though the speaker is on. This allows you to place the call into handsfree mode at any time during the call by pressing and hanging up. If you are using a headset, however, the button lamp is lit. Pressing will disconnect the call.
Enhanced Speakerphone Mode
The Enhanced Speakerphone Mode improves transmission quality while on a speakerphone call over a limited volume level range (typically the range is 1 to 3). NOTE: To use this feature, the system administrator or installer must program your
endpoint for Enhanced Speakerphone Mode.
To enable enhanced speakerphone mode while on a call: EITHER, Press and then. OR, Press and dial when you end the call.
. The speakerphone will return to standard mode
There will be about one second of white noise while the speakerphone circuitry is calibrated to the call. (Both parties should avoid speaking during this white noise.) If the speakerphone cannot be calibrated correctly, displays show CANNOT ENABLE ENHANCED MODE. NOTE: Two display endpoints cannot be in enhanced mode while on a call together;
one endpoint must be off-hook to allow the other endpoint to enter enhanced speakerphone mode.

ALSO: On some long-distance calls, the outside party may hear his or her own echo
when speaking. If the amount of echo is objectionable, do not use the Enhanced Speakerphone Mode.

USING THE MESSAGE BUTTON

In todays busy world, its almost guaranteed that you will call someone that is on another call, does not answer, or is in DND. But, with the MSG button, you can let the other person know you called. When you leave a message, you can: Have the called party return your call. When the party you called responds to the message indication, a call is automatically placed to your endpoint. Leave a message with the called partys message center (which can be a person or voice mail). When the party you called responds to the message, a call is automatically placed to his or her message center instead of your endpoint.
To indicate that a message is waiting, your endpoints display shows the number of waiting messages.

button flashes, and the

Leaving Messages
To leave a station message while on an intercom call, press
To leave a voice mail message while on an intercom call, press MSG and wait for the message center to answer. To leave a silent message without placing an intercom call: 1. Dial 7. 2. Dial the desired extension number and hang up to leave a station message. To cancel a message that you left at another endpoint: 1. Dial 6. 2. Dial the extension number of the endpoint where you left the message.

Retrieving Messages

To retrieve a message (Message button and lamp are flashing): Lift the handset and press MSG. A call is automatically placed to the endpoint or message center that left the message. (See the following section for information about entering your mailbox.) To select the message you want to answer first: 1. With the handset in the cradle, press MSG repeatedly to view your waiting messages. 2. When the desired message is displayed, press # or lift the handset for privacy and then press # to respond. To cancel a waiting message: 1. Press MSG repeatedly to view your waiting messages. 2. Press to cancel the desired message when it is displayed.
If you have a message waiting in your mailbox, you must access your mailbox to retrieve it. NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or pressing a dialpad button. See page 10 for ASR guidelines. ALSO: If your mailbox has E-Mail Reader enabled, you have an advanced mailbox.
See page 75 for information and instructions about using the advanced mailbox.
When you access your mailbox, depending on the voice processing system, enabled features, and mailbox status, you may hear one of the following messages: Mailbox almost full or full: If your mailbox is full, no new messages can be received until you delete waiting or saved messages. Quota grace limit reached: The quota grace limit is an EM feature. If this feature is enabled, it allows a mailbox to overfill beyond normal capacity. When the quota grace limit has been reached, this announcement is played. Message count and type: The system announces the number of new and/or saved messages that are in your mailbox. The system also informs you if the messages are priority messages. If E-Mail Reader is enabled for your mailbox, the media type is indicated. Remote Messaging: The system indicates if the Remote Messaging feature is enabled (see page 54). It also alerts you if a programming error has been detected when attempting to place a Remote Messaging call. To access your mailbox: 1. Dial the voice mail extension number. (You hear the main menu.) 2. During or after the greeting, say Login or press to identify yourself as a subscriber. 3. Say or enter your mailbox number. 4. Enter your mailbox password (if programmed), then press #. If you do not have a password, press # to bypass the password prompt. See page 49 for information on programming passwords. NOTE: Generally, saying Skip or pressing

mail and fax messages. See page 85 for instructions about how to recover deleted voice mail, e-mail, and fax messages.
To recover deleted voice mail messages: 1. Access your mailbox as described on page 34. 2. Say Options or press 5 for Message Options. 3. Say Recover or press 2 to access undelete options. 4. EITHER, Say Listen or press 1 to listen to your deleted messages and choose which ones to recover. After each message you can: Say Replay or press 1 to replay the message. Say Reply or press 2 to reply to the message. Say Forward or press 3 to forward the message. Say Previous or press 4 to listen to the previous message. Say Envelope or press 5 to play the message envelope. Say Next or press 6 to listen to the next message. Say Recover or press 7 to recover the message. OR, say Recover or press 2 to recover all deleted messages. OR, Say Purge or press 3 to permanently delete all deleted messages. 5. Hang up.
Recording and Sending Voice Mail Messages
You can record and send voice mail messages by accessing the record option on the main menu. NOTE: If E-Mail Reader is enabled for your mailbox, a reply to an e-mail message (see page 81) is a recorded voice message that is attached to the e-mail as a.wav file. To record and send voice mail messages: 1. Access your mailbox as described on page 34. 2. Say Record or press 2. 3. Say or enter the desired mailbox number or group list number. The system announces the name assigned to the mailbox number or group list number. You have the following options: Say Yes or press # to accept the subscribers name. Say No or press to start over. 4. Record your message after the tone. While recording, you have the following options: Press 2 to pause while recording. (Say Continue or press # to continue.) Press 3 to erase and re-record your message. 5. When finished recording, you can press # to access the following options: Say Send or press # to send the message and return to the voice mail options. Say Cancel or press to cancel the recording. Say Replay or press 1 to replay your message. Say Append or press 2 to add to your message. Say Erase or press 3 to erase and re-record your message. GETTING STARTED
Say Copy or press 4 to copy your message to other mailboxes. Say or enter the desired mailbox number or group list number. The system announces the name assigned to the mailbox number or group list number. You have the following options: Say Yes or press # to accept the subscribers name. Say No or press to start over. Press when you are done adding mailboxes. Say Options or press 9 to use the special delivery options. You can then use one or more of the following options: Say Private or press 1 to mark the message private. (This prevents the recipient from forwarding it to other subscribers.) Say Certified or press 2 to mark the message certified. (When the recipient listens to the message, you will receive a receipt notice.) Say Priority or press 3 to mark the message priority. (This will place your message ahead of all other waiting messages in the receiving mailbox.) Say Send or press # to send the message and return to the voice mail options. Say Cancel or press to cancel delivery options. NOTE: If you select the copy or special delivery options and then do not respond

to accept the call. to replay the announcement.
Say Voice Mail or press Say Forward or press call to another extension. Say Refuse or press
to send the call to voice mail. and then enter the extension number to forward the

to refuse the call.

USING THE DIRECTORIES
With directories, you can use your endpoints dialpad to find names and numbers. You can then use the directory information to make calls, access features, or leave voice mail messages. NOTE: If ASR is enabled for the voice mail directory, you can search the directory
using spoken commands (see page 67).

Telephone Directory

The endpoint directory contains a list of the extension numbers, System Speed-Dial numbers, feature codes, and their associated names. To search for an item, you can enter the full or partial name. The system will then find the closest match. Once the correct match is displayed on your endpoint, you can dial the number or press a button to access that extension or feature.
To search the telephone directory using your dialpad buttons (see table below): 1. With the handset in the cradle, press 7. 2. Press 1 for the intercom directory, 2 for the outside directory, or 3 for the feature directory. 3. Enter letters or numbers (up to 10 characters) as described below: Remain in alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Note that letters correspond to the letters printed on dialpad buttons 2-9.) The number of times a button is pressed determines which character is entered. For example, 77776444844 would enter SMITH. When adjoining characters are located under the same button, press FWD once to advance to the next character. For example, 5666 FWD 66337777 would enter JONES. Press FWD once to advance and twice to leave a space or press MUTE to backspace. Change to numeric mode (Message button and lamp unlit): Press the dialpad buttons to enter an extension number. Press MUTE to backspace. 4. Press # to begin the search. If desired, you can use the high/low end of the volume button to move alphabetically through the directory. To dial a number or feature code while it is displayed: Press #.
) ' ! * #or / ** N or # ** S ? Z ,

Voice Mail Directory

With the voice mail directory, subscribers and non-subscribers can use ASR (if enabled) or dialpad digits to search for names in the directory. Subscriber names are automatically added to the directory when their mailbox is initialized. ASR may not be able to locate names that are pronounced differently than they are spelled. For these types of names, use the alternate search method of spelling the name using the endpoint dialpad digits (see table below). You begin a search by dialing the system voice mail extension and selecting the directory option. You are prompted to say or spell the name of the mailbox user you want to search for. For example, if you say the name John, the system locates all of the subscribers with the first or last name of John. The list of names returned might include the names John Smith, John Jones, John Nielson, David John, Robert John, etc. When one to 10 matches are located, you can browse the list of returned names by selecting the Previous (say Previous or press 1 ) and Next (say Next or press 3 ) options. The directory lists are circular. That is, when the end of the list is reached, the next name played will be the first name in the directory. When the correct name is played say Yes or press # to select it. If the system locates more than 10 matches, you can either browse the list using the options mentioned above, or filter the list by responding to the filtering questions generated by the system. Based on your responses, the system filters the list to include first or last name matches only. If the system cannot locate an exact match, it returns the closest match found. To use the dialpad buttons to spell a name: When prompted, press the appropriate dialpad buttons to spell the name. The number of times a button is pressed determines which character is entered, as shown in the table below. When adjoining characters are under the same button, press FWD to advance to the next character. For example, 5666 FWD 66337777 enters Jones.

WORKING IN HUNT GROUPS

Your system may be programmed with hunt groups. Hunt groups are groups of endpoints that share a common extension number in addition to having individual extension numbers. This allows someone to call anyone in the group (using the common extension) or a specific member (using the individual extension). The members of these groups and the common extension(s) are programmed by your system administrator.
Hunt Group Calls Enabled/Disabled
If you are a member of a hunt group, you can enable or halt hunt group calls to your extension. To turn on or off hunt group calls: Dial 4.

ACD Hunt Groups

Some hunt groups use a special feature called Automatic Call Distribution (ACD) that distributes the hunt group calls equally among the available members. These hunt group members are referred to as agents, who log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls.

Distributing Calls

Calls are distributed through an ACD hunt group based on Agent IDs or extensions, as described below. Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is assigned an Agent ID number to enter during the login procedure (see Logging In and Out of ACD Hunt Groups). The hunt group calls are routed to logged-in agents, according to their Agent ID number instead of their extension number. Because the Agent ID is not associated with any extension, the agent can use any endpoint in the system to log in. Members: If the hunt group is not programmed to use Agent IDs, it will have a pre-programmed list of endpoints and will send calls to the endpoints where agents are logged in.
Logging In and Out of ACD Hunt Groups
Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent receives calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group bypass the agent. To log in to all of your ACD hunt groups at once using the ACD Agent Login/ Logout feature code: With or without the handset lifted, dial 8 and enter your Agent ID, if necessary. The display shows AGENT LOGGED IN TO ALL ACDS, and you hear a confirmation tone. NOTE: This feature code acts as a toggle. If you were already logged in, the display

shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone.
To log in to one or more hunt groups using the ACD Agent Login feature code: 1. With or without the handset lifted, dial 6. The display shows AGENT LOGIN ACD NUMBER. 2. EITHER, Enter the desired ACD hunt group number. OR, Press # to log in to all of your ACD hunt groups at once. The display shows AGENT LOGIN AGENT ID. NOTE: If you entered an invalid hunt group number, the display shows NOT AN
ACD HUNT GROUP, and you hear repeating tones. 3. Do one of the following:
To log into one or more ACD hunt groups using Agent IDs: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the ACD hunt group using Agent IDs. NOTE: If another Agent ID is already logged in at this endpoint, you hear repeating tones, and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that endpoint. To log into one or more ACD hunt groups that do not use Agent IDs: Press #. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the ACD hunt group that does not use Agent IDs. If you were already logged in, the display shows ALREADY LOGGED INTO <hunt group>. If you are not a member of the entered hunt group, the display shows NOT AN AGENT IN THIS HUNT GROUP, and you hear repeating tones. Start over.
4. Hang up if off-hook. Repeat this procedure to log into additional ACD groups, if

necessary.

When you log in to a group, you may be automatically connected to a call after you hear a short ring burst. If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset, you will be automatically connected. If this option is not enabled for your hunt group, the call will ring until you answer it or until it times out to another extension. NOTE: Even if the ACD Agent ID Automatic Connect option is enabled, the first call you receive (after you log in or remove your endpoint from DND while logged in) will ring until you answer it. You will, however, be automatically connected to subsequent calls. To log out of one or more ACD hunt group: 1. EITHER, Dial 8 to log out of all of your ACD hunt groups at once. The display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. OR, With or without the handset lifted, dial 7. One of the following displays will appear: If you were logged in to only one hunt group, the display shows AGENT LOGGED OUT OF <hunt group>. The procedure is complete. If you were logged in to more than one hunt group, the display shows AGENT LOGOUT ACD NUMBER. Dial the extension number of the desired ACD hunt group. If you were not logged in to any hunt group, the display shows NOT LOGGED INTO ANY ACD GROUP. 2. Hang up if off-hook.

FREQUENTLY ASKED QUESTIONS (FAQS)
This section includes some of the most frequently asked questions. If you have problems with your endpoint or mailbox, refer to this section before you contact your system, voice mail, or network administrator or your local Inter-Tel reseller.

Q1. A1.

How can I retrieve messages if I dont know the password for my voice mail? Try using your extension number, which is your default password. Or, maybe you dont have a password, in which case pressing # is all you need to do. If these options dont work, contact your system administrator, who can change or erase the password for you. You can then retrieve your messages and reset the password, if desired (see page 49). How do I change the time and date on my endpoint? Only your system administrator can change the time and date. Contact your system administrator if you notice that the date and time are incorrect. How do I program System Speed-Dial numbers? Only your system administrator can program System Speed-Dial numbers. You can, however, program up to ten Station Speed-Dial numbers (see page 56). How can I set the number of rings that are allowed before the call is sent to voice mail? Only your system administrator can change the number of rings. How can I change the name displayed on my endpoint? Only your system administrator can change the usernames assigned to extensions. Why cant I retrieve deleted messages? The system may have erased your message. After a programmed amount of time has lapsed, up to 24 hours, the system automatically erases all deleted voice mail messages (see page 38). If you attempted to recover a deleted voice mail message within this time frame but you were still unsuccessful, your voice mail system may not have sufficient space programmed to store deleted messages. Or, your telephone system may not be using a software version that supports this feature. If you are attempting to recover a deleted e-mail or fax message (E-Mail Reader enabled) contact your voice mail administrator to see how long you have to recover deleted e-mail and fax messages. How do I scroll the display screen? Press (the low end of the volume button) to scroll down or volume button) to scroll up. (the high end of the

Q2. A2.

Q3. A3.

Q4. A4. Q5. A5. Q6. A6.

Q7. A7.

Q8. A8.

Why cant I program a Station Speed-Dial number to the button I want? It keeps saying that the button is non-programmable. Your system administrator has programmed that button as a non-programmable button. Because you cannot override system programming from your endpoint, you must choose another button. Why dont the local telephone company star codes (i.e.*82, *69, etc.) work when I press OUTGOING or use the Outgoing Call feature code ( 8 by default) to call an outside number? Rather than pressing OUTGOING or 8 to access an outside line, you must dial a Select Line Group number before you can use the star codes. For example, if your system is using the default Select Line Group numbers, dial 92001 to access that line. Once you have dial tone, you can dial the star code and the number. Why cant I use ASR to enter my e-mail password? To prevent others from overhearing your password, you must enter it using the dialpad buttons on your endpoint. See page 79 for additional information about entering your e-mail password if E-Mail Reader is enabled for your mailbox. If my e-mail password expires for my e-mail client and I have to change it, do I also have to update it for my mailbox? Yes. Whenever you change your e-mail password, you will be prompted to update it for E-Mail Reader. See page 79 for additional information about entering your e-mail password. Why dont I have e-mail and fax messages in my mailbox? If your mailbox is the standard voice mailbox (see page 7), you will not receive email and fax messages in your mailbox. To receive these types of messages, E-Mail Reader must be enabled for your mailbox. Check with your voice mail administrator to see if E-Mail Reader is enabled for your mailbox. Why do I get the wrong response when I try to complete a task by saying a command? Several things affect the systems response to voice commands. One reason the system may not be responding to voice commands is that Automatic Speech Recognition (ASR) may not be enabled on your system. If your systems voice prompts do not include the option to say a command, then ASR is not enabled. See page 10 for additional guidelines for using ASR. Sometimes I experience audio problems on my endpoint such as echo, distorted sound, or choppiness. To whom do I report this? The system has an audio diagnostics feature that users can access to diagnose audio problems. Contact your system administrator if you are having audio problems. If the Audio Diagnostics feature is enabled on your system, your administrator can provide you with instructions about how to use the audio diagnostics feature.

Q10. A10.

Q11. A11.

Q12. A12.

Q13. A13.

Q14. A14.

Q15. A15.
Why cant I use one of the features described in this guide? There are a few reasons why you might not be able to access the feature. Some possible reasons include: Your system software version may not support the feature. Check with your system administrator to see which software version your telephone system currently uses and if there are any features restrictions for your system. Your system administrator may not have enabled the feature for your endpoint. Your system administrator may have programmed your endpoint to block the feature.

Q16. A16.

If I need further assistance, how do I get technical support? First, contact the appropriate administrator (system, voice mail, or network) if you have a question that is not covered in this user guide. If you need further assistance, contact your local authorized Inter-Tel reseller. Resellers can be located using the Inter-Tel Web site at www.inter-tel.com. All Inter-Tel sales, service, and support are handled at the local level.

DEFAULT FEATURE CODES

Use the blank spaces below to enter custom feature codes, if necessary. OUTSIDE LINE ACCESS CODES
ACCESS CODE NAME ACCESS CODE NEW CODE
Select Line Group 1-208 Automatic Route Selection Emergency Call Outgoing Call
92001-92208* 92000* 911 (999 in Europe) 8
*These defaults may differ depending on the software version.

EXTENSION NUMBERS

EXTENSION NAME EXTENSION NUMBER NEW NUMBER
Endpoint Extensions Hunt Groups Attendant

1000-1999 2000-2299 0

GENERAL FEATURE CODES
FEATURE NAME FEATURE CODE NEW CODE
Account Code Following Calls Account Code Optional ACD Agent Log In ACD Agent Log Out ACD Agent Log In/Out ACD Agent Wrap-Up Terminate Agent Help Request Agent Help Reject Answer (Ringing Call) Audio Diagnostics Automatic Intercom Access On/Off Automatic Line Access On/Off Automatic Line Answer Background Music On/Off Call Forward All Calls Call Forward If Busy Call Forward If No Answer Call Forward No Answer/Busy Conference Change Language Data Default Station Directory Display Time And Date Do-Not-Disturb Do-Not-Disturb Cancel Do-Not-Disturb On/Off Do-Not-Disturb Override Enhanced Speakerphone Enable Feature Button Default Group Listen Handsfree On/Off Headset On Headset Off Headset On/Off Hold Individual Hold System Hookflash (Recall in Europe) Hunt Group Remove Hunt Group Replace Hunt Group Remove/Replace

FEATURE CODE

NEW CODE
Message LCD Contrast Control Message Cancel Message Left Message Cancel Message On Endpt. Message Silent Message Microphone Mute On/Off Page Page Receive On/Off Program Baud Rate Program Buttons Program Station Password Queue (Callback) Request Record-A-Call Redial Redirect Call Reminder Message Reminder Message Cancel Remote Programming Reverse Transfer (Call Pick-Up) Review Buttons Ring Intercom Always On/Off Ring Tone Selection Routing Off Station Speed Dial Station Speed-Dial Programming System Forward Enable System Forward Disable System Forward On/Off System Speed Dial Switch Keymap Transfer To Hold Transfer To Ring

346 345

Abbreviations 5 About This Guide 2 About Voice Mail 9 About Your Endpoint 3 Accessing e-mail messages 81 fax messages 84 voice mail messages 36 your mailbox 34 Account Codes 64 ACD Hunt Groups 72 Adding Parties to a Conference 24 Adjusting your endpoints LCD contrast 15 your endpoints viewing angle 14 Administrators 90 Advanced Mailbox using 78 voice mail flowchart 87 Agent Help 71 Agent IDs 72 Alphanumeric Mode 11 Alternate Greeting 17 Assigning Secondary Extension Buttons 62 Automatic Call Answer 47 Automatic Call Distribution (ACD) 72 Automatic Speech Recognition (ASR) 9 Automatic System Forwarding 27
Calls enabling/disabling hunt groups 72 forwarding 27 making conference 24 placing on hold 23 receiving non-handsfree 20 receiving off-hook voice announce 20 redirecting 21 transferring 25 waiting for called endpoint 20 Camp On 20 Canceling call forwarding 27 callback requests 20 do-not-disturb 43 messages 33 queue requests 22 reminder messages 44 unheard voice mail messages 41 waiting messages 33 Cascade Levels 54 Changing call screening transfer method 51 directory name 18 e-mail password 80 fax destination number 52 keymaps 47 language 48 message search order 53 personal greeting 18 remote access password 69 transfer method 51 voice mail message envelope 50 voice mail password 49 voice mail, e-mail, and fax message envelope 86 volume levels 46 Clearing Reminder Messages 44 Conference Calls 24 Connecting a Headset 30
Background Music 47 Buttons DSS/BLF 62 feature 4 lamps 5, 11 message 33 mute 31 secondary extension 62 special 4

directly to your phone. If you are uncertain about the configuration, ask your system administrator.
The button lamps may be solidly lit or flashing to indicate the status of a call or feature. To avoid confusion, this guide uses different icons to signify that a lamp is unlit ( CNF ), lit, ( CNF ), or flashing ( CNF ). Off-hook means that either the handset is lifted or the speakerphone is on ( is lit). On-hook indicates that the handset is in the cradle or the speakerphone is off. For example, you must first go off-hook to make a call, but you must go on-hook to end a call. If the MSG button and Message Indicator lamp are lit when using a directory or entering a message, you are in alphanumeric mode, which allows you to enter letters. If the MSG button and the Message Indicator lamp are unlit, you are in numeric mode and can only enter numbers and special characters. Handsfree mode indicates that a call is connected through the speakerphone (i.e., you dont have to lift the handset to speak). While in handsfree mode, you can make or receive calls.

SOFTWARE COMPATIBILITY

Your phone is compatible with system software versions 7.0 and later. Phones using software versions 3.0 to 6.x have limited functionality in the following areas: The STN SPDL button will not work; however, you can still use this feature by dialing the Station Speed-Dial feature code (see page 52). The PAGE button will not work; however, you can still use this feature by dialing the Page feature code (see page 57). The Message Indicator lamp will not work; however, the function properly (see page 31).

button will still

The dedicated headset audio jack will not work; however, you can still use the headset by plugging the headset into the handset jack and dialing the Headset On/ Off feature code (see page 28). The optional Mini-DSS will not work. The TRANSFER , light.

SYS SPDL ,

lamps will not
The Model 8520 Phone does not support software versions 3.0 and earlier. NOTE: This information about compatibility applies to phones programmed to use the
default button locations. Your buttons may have been programmed differently. If you are uncertain about the configuration, ask your system administrator.

ADJUSTING YOUR PHONES LCD CONTRAST
Your Model 8520 Phone has a contrast control wheel that allows you to adjust the Liquid Crystal Display (LCD) contrast. This wheel is located on the back of the phone and can be adjusted while viewing the LCD screen. To adjust your phones LCD contrast: 1. While viewing the LCD screen, locate the contrast control wheel on the back, upper-right section of the phone. 2. Adjust the contrast of the LCD screen by turning the wheel clockwise (lighter) or counterclockwise (darker).

SETTING UP VOICE MAIL

To begin using your voice mailbox you will need to complete a few basic set-up procedures to initialize your mailbox, customize your personal greetings, and record your voice mail directory name. See page 47 for additional voice mail options.
Initializing Your Mailbox
One of the first things you should do is initialize your mailbox. This allows you to: Change the default password number to a personal password. Record a name to identify yourself in the company directory. Listen to the voice mail introduction.
To initialize your mailbox: 1. Dial the voice mail extension number. (You hear the main menu.) NOTE: If you dont know what the voice mail extension number is, check with your

system administrator.

to identify yourself as a subscriber. 2. Press 3. Enter your mailbox number and default password. NOTE: Your mailbox number is your default password.
4. If you want a password, enter a new password using digits 0-9 (up to 12 digits).
Then press #. Voice mail plays back your password. If you do not want to use a password, just press #.
# to accept the entry. Press 3 to re-enter your password. The system prompts you to record your directory name. 6. After the tone, record your first and last name. When finished, press #. 7. Do one of the following: Press # again to accept the name. Press 1 to replay the name you just recorded. Press 2 to add to your name. Press 3 to erase and re-record your name. The system then plays a prompt that introduces you to the basic voice mail features. You can skip this introduction by pressing # , if desired.

5. Press

Recording Your Personal Greetings
You can store two different personal greetings in your voice mailbox: a primary and an alternate. You can then select which greeting you want played when a caller reaches your voice mailbox. Because the purpose of this greeting is to tell callers why they have reached your voice mailbox, you should include the following information: Whether or not you are in the office and where you can be reached When you will be returning calls For callers who do not wish to leave a message, how to exit voice mail (press to return to the operator) The following are some sample greetings to help you plan your message:
Primary Greeting: Hello, this is __________. I am either on another line or away from my desk and cannot take your call at this time. If you need to speak to someone immediately, please dial zero now. Otherwise, please leave a detailed message, and I will return your call as soon as possible. Thank you. Alternate Greeting: Hello, this is __________. I will be away from the office from day/date until day/date. If you need to speak to someone immediately, please dial zero now. Otherwise, please leave a detailed message, and I will return your call when I return. Thank you. To change your personal greeting: 1. Access your mailbox as described on page 32. 2. Press 4 to select the Personal Options Menu. 3. Press 1 to record/change your personal greeting. 4. Do one of the following: Press 1 to record and/or enable your primary greeting. Press 2 to record and/or enable your alternate greeting. Press 3 to enable the system default mailbox greeting. 5. If you pressed 3 , continue to the next step. If you pressed 1 or 2 , the current greeting is played (if one exists). You can then do one of the following: Press Press Press Press Press 6. Hang up.

. This leaves the conference parties connected. twice to put yourself and the new party into the conference.
b. Place a call to the party to be added to the conference.
To end the conference and place all parties on individual hold: Press CNF and then press to place all of the parties on individual hold. You can then speak to one party at a time by pressing or a flashing button. To mute your microphone: Press MUTE. This turns your microphone on or off during the conference. If mute is enabled, you can hear the conferenced parties, but they cannot hear you. To transfer the conference to another extension or to voice mail: Press TRANSFER and dial the desired extension number. Then hang up when you are ready to complete the transfer.

TRANSFERRING CALLS

Although transferring calls is considered a basic function of a phone, your Model 8520 Phone has many advanced options for this feature. With your phone, you can transfer to another extension, voice mail, or even an outside line.

To Another Extension

1. EITHER, Press

TRANSFER. 6

OR, Press

and dial

to place the call on hold at the other phone.
If the number is busy, there is no answer, or the transfer is refused, press the flashing button to return to the caller. NOTE: If you are receiving a transferred call and the Transfer-To-Connect option is
enabled for your phone, you are automatically connected to the transferred caller once the transferring party hangs up. If this option is disabled, you must press a CALL button to answer the transferred call.

To Voice Mail

1. Press TRANSFER. 2. Dial the voice mail extension number. 3. EITHER, Dial the desired mailbox number and hang up.
OR, Hang up to send the call to the voice mail menu (so that the caller can select the mailbox number).

To an Outside Number

1. Press TRANSFER. 2. Select an outgoing line and dial the desired telephone number. 3. Wait for an answer, announce the call, and then hang up.

USING REVERSE TRANSFER

The Reverse Transfer (Call Pick Up) feature allows you to answer a call that is ringing or holding at another phone. For example, if the attendant transfers a call to you but you have stepped away from your phone, you can pick up the call using another phone. To answer a call ringing or holding at another phone:
1. Lift the handset and dial 4. 2. Dial the extension or hunt group number (see page 68) where the call is ringing

To change a volume level: Press (the high end of the Volume button) to increase the volume. Press low end of the Volume button) to decrease the volume. To save your change: EITHER, Press both ends of the Volume button. OR, Press the middle of the Volume button.

Selecting a Ring Tone

The ability to change your ring tone is helpful in close-quartered environments. If your ring tone is unique, you can quickly identify when a call is ringing on your phone. To select the type of ring tone for your phone: 1. With the handset in the cradle, dial 8. 2. Do one of the following to select your ring tone: EITHER, Press 0 for no ringing. OR, Press or to scroll to the desired tone.
OR, Dial 1-9 to select a specific tone.
3. When you hear the tone you want, press
lift and replace the handset.
Enabling Background Music
If your telephone system is equipped with a music source, you can listen to music through your speaker. To enable or disable background music: Dial 3.

Changing Keymaps

Keymaps identify where feature buttons appear on your phone. While all phones are programmed with a standard keymap, some phones have alternate keymaps (ask your system administrator). If you have an alternate keymap, you can switch between the keymaps by dialing a specific feature code. To switch between keymaps when your phone is idle: With the handset in the cradle, dial 9. To switch between keymaps during a call: Press and dial 9.
Enabling Automatic Call Answer
The Automatic Call Answer feature determines whether or not you are automatically connected to a caller when you lift the handset (or press ). If this feature is enabled, you are automatically connected when you go off-hook. If it is disabled, you must first lift the handset (or press ) and then press the flashing button. To enable/disable this feature for ringing outside calls: With the handset in the cradle, dial 0. To enable/disable this feature for ringing (non-handsfree) intercom calls: With the handset in the cradle, dial 1.

Changing the Language

When your phone system is installed, the system administrator can choose two of four different languages (American English, British English, Japanese, or Spanish) as the primary and secondary languages. You can then change the display and voice mail prompts on your phone by toggling between the primary and secondary languages. For example, if the systems primary language is American English, and your phone is programmed for the primary language, all displays appear in American English, and your voice mail prompts are played in American English (unless changed, as outlined below). If the secondary language is Japanese, and your phone is programmed for the secondary language, all displays appear in Japanese (Katakana) characters, and your voice mail prompts are played in Japanese. NOTE: You can only use the secondary language voice mail prompts if they are

mailbox will receive a message stating that notification could not be completed.
To set up remote messaging: 1. Access your mailbox as described on page 32. 2. Press 4 to select the Personal Options Menu. (If using version 5.0 or earlier software, skip this step.) 3. Press 5. NOTE: This option is not available if you do not have Remote Messaging enabled.
4. Press 1 to set up a primary cascade or press 5. Do one of the following.
to set up an alternate cascade.
To program a cascade level: Press 1 and enter the number of the level you wish to program (1-9). You then have the following options: To set up or change an extension or telephone number: Press 2. Then press 1 for an extension number or press 2 for an outside number. Then enter the number. To set up or change a pager number: Press

. Then enter the number.

To enable or disable the cascade level: Press 1. (You cannot enable the level until a notification number is programmed.) To set up time of day for notification: Press 2. Then enter the time you want the message notification to start and stop. Enter the times with two digits for the hour and two digits for the minutes (e.g., 0915 = 9:15). If entering the time in 12-hour format, you are prompted to press 1 for AM or 2 for PM.
NOTE: For 24-hour notification, program the starting and ending times to be

the same.

To set up the days of the week for notification: Press of the following: Press Press

. Then select one

for Monday-Friday. for all days.
Press 3 to select individual days. You are prompted to press digits 1-7 which correspond to the days Sunday through Saturday. To select all or priority-only message notification: Press 1 for all messages or 2 for priority messages only.

. Then press

6. Either select another option, as described above, or press

to save the settings

and exit.

SPEED DIALING

Speed dialing allows you (and your system administrator) to store and access frequently dialed numbers. Each number is stored in your phone (Station Speed Dial) or in the phone system (System Speed Dial) and is identified by a location number. Once programmed, you can quickly dial these numbers by entering a feature code and dialing the desired location number. Because the system supports both Station and System Speed-Dial numbers, you can have access to over 1000 stored numbers.

Station Speed Dial

You can program and use up to ten personal speed-dial numbers on your phone. In addition, if you have programmable feature buttons, you can program them as speeddial buttons for one-touch dialing. To use a speed-dial button, you must: Store the number in a speed-dial location. Program an available feature button as a speed-dial button. Associate a speed-dial location with the new speed-dial button. NOTE: You can use the Speed-Dial feature even if your phone does not have programmable feature buttons.
Storing Station Speed-Dial Numbers
To store a speed-dial number, use the Station Speed-Dial Programming feature code to program the number in a speed-dial location. Use the following table to list the numbers that you store in speed-dial locations 0-9.
0 _______________________ 1 _______________________ 2 _______________________ 3 _______________________ 4 _______________________ 5 _______________________ 6 _______________________ 7 _______________________ 8 _______________________ 9 _______________________
To store a number in a Speed-Dial location: 1. With the handset in the cradle, dial 3. 2. Dial the speed-dial location (0-9) you want to program. 3. Enter the desired name for the speed-dial number, as described below: Alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Refer to the chart on page 63.) The number of times a button is pressed determines which character is entered. For example, 533266 would enter JEAN. When adjoining characters are located under the same button, press FWD once to advance to the next character. For example, 66 FWD 6667776 would enter NORM. (Note that letters correspond to the letters printed on dialpad buttons 2-9.) Press FWD twice to leave a space. Press MUTE if you need to backspace. Press # to save the name. 4. Dial the extension number or telephone number to be stored, as described below: Numeric mode (Message button and lamp unlit): Press the dialpad buttons to dial the desired numbers. Press # for a hyphen (-), for a colon (:), FWD to leave a space, or MUTE to backspace. If your number includes an asterisk, pound, a hookflash (a quick hang up and release), or a pause, press once for an asterisk, twice for a pound, three times for a hookflash, or four times for a pause. (Each pause or hookflash counts as one digit.) You can enter more than one special character in a row by pressing FWD between the characters. Press

to save the number.

TIP: To dial outside telephone numbers without first selecting an outgoing line,
enter the Outgoing access code (default is ber. ) before the outside telephone num-
Programming Station Speed-Dial Numbers

The Paging feature allows you to make an announcement through phone speakers or external speakers (if your system is equipped with external paging equipment). To prevent announcements from transmitting through every phone in the system, this feature uses page zones. Each zone contains a different combination of extensions and external paging equipment, and is programmed by your system administrator. Ask your trainer or system administrator how the zones are programmed, and list them below for your convenience.
NOTE: The Model 8520 Phone has a
PAGE button, which is programmed to a specific page zone. If you do not know which page zone is programmed for this button, ask your system administrator.

Enabling Paging

You can enable or disable page receiving for your phone by using the Page Remove/ Replace feature code. If your phone is assigned to more than one page zone, all zones are removed or replaced at once (you cannot turn off individual zones).
To turn paging on and off for your phone: Dial 5.

Making Pages

To make pages: 1. Press PAGE or dial 7. 2. Dial the desired zone number (0-9). 3. After the tone, make your announcement and hang up.
PERFORMING A HOOKFLASH DURING A CALL
Certain telephone service companies may require a timed hookflash (a quick hang up and release). To generate a hookflash while using a line: Press and dial 0.
PROGRAMMING YOUR FEATURE BUTTONS
Depending on how your system is programmed, some of your feature buttons may be user-programmable. If so, you can program them with any of the feature codes listed in the back of this user guide. The buttons on the Mini-DSS can also be programmed as feature buttons. In addition, you can combine the feature button and Station Speed-Dial functions to program a feature button to dial an outside number. NOTE: You cannot program secondary extension buttons as feature buttons (see Programming Secondary Extension Buttons on page 59).
To program a user-programmable feature button: 1. With the handset in the cradle, dial 7. 2. Press the feature button you want to program. 3. Dial the feature code or extension number you want to store under that button. (Refer to page 75 for default feature codes.) To return all feature buttons to their original default values: With the handset in the cradle, dial 5. To display the current feature button values: 1. With the handset in the cradle, dial 6. 2. Press the feature button(s) you want displayed. 3. Press to exit.
PROGRAMMING DIRECT STATION SELECTION BUTTONS
A button programmed as a Direct Station Selection/Busy Lamp Field (DSS/BLF) button provides a way to dial the associated extension with one touch. In addition, if the button is equipped with a lamp, you can visually monitor the status of the associated extension. To assign an extension to a DSS/BLF button: 1. With the handset in the cradle, dial 7. 2. Press the DSS button(s) and dial the desired extension number. Once programmed, you can use your DSS button as follows: You can place an intercom call to the extension that the DSS button is programmed for by pressing the button once. You can transfer a call to the extension that the DSS button is programmed for by pressing the button once and hanging up. (For transferred calls that are forwarded to voice mail you will hear repeating double tones, and the display will show DEST FORWARDED TO VOICE MAIL.) You can visually monitor the status of the extension. The DSS/BLF lamps indicate the status of the extension or feature assigned to the button. These indications are shown in the table below.

To perform a directory search using your dialpad buttons: 1. With the handset in the cradle, press 7. 2. Press 1 for the intercom directory, 2 for the outside directory, or 3 for the feature directory. 3. Enter letters or numbers (up to 10 characters) as described below: Remain in alphanumeric mode (Message button and lamp lit): Press the dialpad buttons to enter the desired characters. (Note that letters correspond to the letters printed on dialpad buttons 2-9.) The number of times a button is pressed determines which character is entered. For example, 77776444844 would enter SMITH. When adjoining characters are located under the same button, press FWD once to advance to the next character. For example, 5666 FWD 66337777 would enter JONES. Press FWD once to advance and twice to leave a space or press MUTE to backspace. Change to numeric mode (Message button and lamp unlit): Press the dialpad buttons to enter an extension number. Press MUTE to backspace. 4. Press # to begin the search. If desired, you can use the high/low end of the Volume button to move alphabetically through the directory. To dial a number or feature code while it is displayed: Press #.
) ' ! * N or # * S ? Z , #or / *

Voice Mail Directory

Whenever voice mail asks you to enter a mailbox number, you can use the mailbox and extension number directories. You can also use these directories to leave a voice message with another user. The system finds the closest matching directory name based on your entry. To perform a directory search using your dialpad buttons: When prompted, press the buttons to enter the name. The number of times a button is pressed determines which character is entered, as shown below. When adjoining characters are under the same button, press FWD to advance to the next character. For example, 5666 FWD 66337777 enters JONES.
) ' ! * or # * S ? Z , # or / *
*The character available depends on the software version. To use the directory to leave a voice mail message: 1. Dial the voice mail extension number. 2. Press # for Directory Services. 3. Enter the desired name, as described above, and press played. 4. Do one of the following: Press # to accept the name. Press Press Press Press Press

. The selected name is

to hear the previous name in the directory. to hear additional information for the selected name (if allowed). to hear the next name in the directory. and spell a new name to search for a different name. to switch the first/last name sort order.
PROGRAMMING REMOTE FEATURE ACCESS
If you are away from your desk and forgot to put your phone in DND, dont worry. With the Remote Feature Access, you can place your phone in DND or forward calls from any other phone on the system. And, if you have a special dial-up line, you can access your phone features from an outside line. NOTE: For your convenience, a pocket-sized guide of the Remote Feature Access is

located in the front of this guide.

Remote Access Password

Before you use Remote Feature Access, you should program a password, as described below. To change the password from your phone: 1. Dial 2. 2. Enter your current password, followed by
NOTE: Your extension number is your password at default.
3. Enter the new password followed by #. You hear a confirmation tone. 4. Enter the new password again for verification followed by #. You hear a confir-
mation tone. To change the station password using remote programming, see the next page.

Remote Feature Access

To access your phone from another phone: 1. EITHER, Call your Direct Inward System Access number (provided by your system administrator). If required, enter your password. OR, Use any phone on the system.
2. Enter 9. 3. Enter your extension number. 4. Enter your password followed by
#. You can now use any of the following features. To change the station password using Remote Programming: a. Enter 2.
b. Enter the new password, followed by
c. Enter the new password again for verification, followed by To turn on DND: a. Enter 3 7
b. Enter the message number (01-20) and enter the optional second-line message text. To turn off DND: Enter 1. To turn on Call Forward: a. Enter one of the following Call Forward feature codes. All Calls.. If No Answer. If Busy.. If No Answer or Busy..
b. Enter an extension number or enter an outside line access code followed by a telephone number. To turn off Call Forward: Enter

REQUESTING AGENT HELP

Your telephone system may be programmed to support the Agent Help feature, which allows you to request help from a designated Agent Help Extension (usually your supervisor) during a call. When your request call rings at the Agent Help Extension, the supervisor can choose to join the call or reject the request. If the Agent Help Extension is a digital phone, the phones microphone is automatically muted so that the supervisor cannot be heard unless he or she presses MUTE. If the Agent Help Extension is a single-line phone, however, the supervisor can be heard as soon as the conference is established. In either case, the supervisor can hear all other parties on the call. To use the Agent Help feature while on a call: 1. Press and dial 5. If you hear repeating tones, the Agent Help feature is not available at your phone, you already have four parties in your call, not enough system circuits are currently available, or the Agent Help Extension is in DND. 2. Dial the Agent Help Extension number, if required. (Your phone may be programmed to automatically dial the number, or you may be required to dial it.) If the Agent Help Extension accepts the call, you hear the Agent Help tone, if it is enabled, and the supervisor can monitor or join your call. If the Agent Help Extension rejects the call, you hear a confirmation tone, and the display shows AGENT HELP REJECTED. To respond to an Agent Help request: When you receive an Agent Help request, your display shows <name> REQUESTS HELP. You can do one of the following: To accept the call: Answer as usual. Your microphone is muted and you cannot be heard by either party unless you press MUTE. To reject the call: Dial

ACD HUNT GROUP, and you hear repeating tones. 3. Do one of the following:
To log into one or more ACD hunt groups using Agent IDs: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the ACD hunt group using Agent IDs. NOTE: If another Agent ID is already logged in at this phone, you hear repeating tones, and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that phone.
To log into one or more ACD hunt groups that do not use Agent IDs: Press #. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into the ACD hunt group that does not use Agent IDs.
If you were already logged in, the display shows ALREADY LOGGED INTO <hunt group>. If you are not a member of the entered hunt group, the display shows NOT AN AGENT IN THIS HUNT GROUP, and you hear repeating tones. Start over.
4. Hang up if off-hook. Repeat this procedure to log into additional ACD groups, if

necessary.

When you log in to a group, you may be automatically connected to a call after you hear a short ring burst. If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset, you will be automatically connected. If this option is not enabled for your hunt group, the call will ring until you answer it or until it times out to another extension. NOTE: Even if the ACD Agent ID Automatic Connect option is enabled, the first call you receive (after you log in or remove your phone from DND while logged in) will ring until you answer it. You will, however, be automatically connected to subsequent calls. To log out of one or more ACD hunt group: 1. EITHER, Dial 8 to log out of all of your ACD hunt groups at once. The display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. OR, With or without the handset lifted, dial 7. One of the following displays will appear: If you were logged in to only one hunt group, the display shows AGENT LOGGED OUT OF <hunt group>. The procedure is complete. If you were logged in to more than one hunt group, the display shows AGENT LOGOUT ACD NUMBER. Dial the extension number of the desired ACD hunt group. If you were not logged in to any hunt group, the display shows NOT LOGGED INTO ANY ACD GROUP.

2. Hang up if off-hook.

Ending an ACD Hunt Group Call
Each time you end an ACD hunt group call, a wrap-up timer is started. Until this timer expires, you will not receive another call through any ACD hunt group. You can, however, end the wrap-up session before this timer expires, as described below. To terminate the ACD Agent wrap-up period before the timer expires: With the handset in the cradle, dial 9. NOTE: If you were not logged in to an ACD hunt group, the display shows CANNOT

368 367

GENERAL FEATURE CODES (CONTINUED)
Microphone Mute On/Off Page Page Receive On/Off Program Baud Rate Program Buttons Program Station Password Queue (Callback) Request Record-A-Call Redial Redirect Call Reminder Message Reminder Message Cancel Remote Programming Reverse Transfer (Call Pick-Up) Review Buttons Ring Intercom Always On/Off Ring Tone Selection Routing Off Station Speed Dial Station Speed-Dial Programming System Forward Enable System Forward Disable System Forward On/Off System Speed Dial Switch Keymap Transfer To Hold Transfer To Ring
Abbreviations 5 About This Guide 2 About Voice Mail 7 About Your Phone 3 Accessing Your Mailbox 32 Account Codes 61 ACD Hunt Groups 68 Adding Parties to a Conference 22 Adjusting Your Phones LCD Contrast 12 Adjusting Your Phones Viewing Angle 12 Administrators 72 Agent Help 67 Agent IDs 68 Alphanumeric Mode 8 Alternate Greeting 14 Assigning Secondary Extension Buttons 59 Automatic Call Answer 45 Automatic Call Distribution (ACD) 68 Automatic System Forwarding 25
Background Music 45 Buttons DSS/BLF 59 lamps 6, 8 message 31 mute 29 secondary extension 59 special 4
redirecting 18 transferring 23 waiting for called phone 17 Camp On 17 Canceling call forwarding 25 callback requests 17 do-not-disturb 39 messages 31 queue requests 19 reminder messages 41 unheard messages 37 waiting messages 31 Cascade Levels 50 Changing call screening transfer method 48 directory name 15 fax destination number 49 keymaps 45 language 46 message envelope 47 message search order 49 personal greeting 14 remote access password 65 transfer method 48 voice mail message envelope 47 voice mail password 47 volume levels 44 Clearing Reminder Messages 41 Compatibility 9 Conference Calls 22 Connecting a Headset 28
Date, Time, Name, and Extension Number 27 Default Feature Codes 75 Defaults do-not-disturb message chart 38 mailbox password 13 outgoing call feature code 19 reminder message chart 40 Deleting Station Speed-Dial Numbers 54 Dial Tones 8, 45 Dialing Options 16 Dialing Station/System Speed-Dial Numbers 55 Dialpad Buttons 3 Direct Station Selection/Busy Lamp Field 6, 59
Call Pick Up (Reverse Transfer) 24 Call Waiting 20 Callbacks 17 Calls enabling/disabling hunt groups 68 forwarding 25 making conference 22 placing on hold 21 receiving non-handsfree 18 receiving off-hook voice announce 17
Directories feature 62 intercom 62 name 15 outside 62 phone 62 voice mail 64 Disabling account codes 61 automatic call answer 45 background music 45 cascade levels 51 group listen feature 29 hunt group calls 68 message envelope options 47 paging 57 record-a-call 56 system forwarding 25 time/date option 47 Disconnecting a Headset 28 Display 5 Displaying Information 27 date, time, name, and extension number 27 feature button current values 58 outside partys name 27 secondary extension button assignments 59 speed-dial assignments 55 Displaying Speed-Dial Numbers 54 Distributing Calls 68 Do-Not-Disturb 38 Dropping Out of a Conference 22 DSS buttons 59 DSS/BLF 6

Queue the Line 17

Non-Handsfree Calls 18, 45 Numeric Mode 8
Receiving intercom calls 16 off-hook voice announce 18 outside calls 20 Record-A-Call 56 Recording Personal Greeting 14 Recording Voice Mail Directory Name 15 Recovering Deleted Messages 35
Off-Hook 8 Off-Hook Voice Announce 17 Optional Account Codes 61 Outside directory 63
Red Lamps 8 Redial 26 Redialing a Number 26 Redirect Calls 18, 26 Reminder Messages 40 Remote Access Password 65 Remote Feature Access 66 Remote Messaging 50 Requesting a callback 17 a reminder message 41 Agent Help 67 Responding to a waiting call 20 Agent Help 67 Retrieving Messages 31 Returning feature buttons to default 58 phone to default 46 Reverse Transfer (Call Pick Up) 21 Ring Intercom Always 16 Ring Types 45
Timers 8, 70 Tones, Dial 8 Transferring Calls 23
Undeleting Messages 35 Using account codes 61 defaults 13, 19, 38, 40 directories 62 do-not-disturb mode 38 feature buttons 58 group listen 29 headset 28 message button 31 mute button 29 off-hook voice announce 17 record-a-call 56 reminder messages 40 secondary extension buttons 59 speaker and microphone 29 voice mail messages 33
Saving Last Number Dialed 26 Saving Volume Levels 44 Screening Calls 62 Search Order 49 Searching Directories 63 Secondary Extension Buttons 59 Secondary Language 46 Selecting a Message Order 31 Selecting a Ring Tone 45 Sending Calls to Voice Mail 23 Sending Messages 36 Setting account codes 61 preferences 44 remote messaging 50 SMDR (Station Message Detail Recording) 61 Software Compatibility 9 Speaker 29 Speed Dialing 52 Standard Account Codes 61 Station Message 17 Station Speed Dial 52 System Administrator 72 System Hold 21 System Speed Dial 55
Voice Mail administrator 7 messages 17 options 47 Voice Mail Messages 33 canceling unheard messages 37 sending messages 36 undeleting messages 35 Voice Processor 7 Volume Levels 44
Waiting Calls 20 What the Administrators Can Do for You 72 What You See and Hear 8 Working in Hunt Groups 68 Wrap-Up Timer 70

Zones, Page 57

VOICE MAIL FLOWCHART
NOTE: At any menu level, you can press
ACCESSING YOUR MAILBOX EITHER, Press the Message button to respond to a message from voice mail. OR, Call the voice mail extension number, press , and enter your mailbox number. Enter your password and then #.
to cancel or return to the previous menu or press # to accept.