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Nortel Norstar Modular ICS 4.0 System Coordinator Guide
Changing User Speed Dial 1. Press ­ at User Speed Dial. The display shows the number of speed dial codes that are available. 2. Press Ô to see the first speed dial code (71). 3. Press Ô to move through all the speed dial codes. 4. Press ­ at the code you want to change. 5. Press CHANGE and enter the telephone number the same way you would dial it on the telephone. 6. Press OK. CANCL Moves you out of a setting without making any changes to it. CLR Erases the button. TEL# Programs the key as an autodial number for an internal or an external number. If it is an external autodial number, you must choose a line, line pool, or the routing table for the call to use. CHANGE Used when you are setting up an external autodial number. Press CHANGE until you see the type of line or pool you want the number to use. FEATR Press to store a feature code on the button. FIND Locates a specific button on a telephone by entering its number. Button numbers are shown in the illustrations. LIST Takes you to a list of feature codes. Press Ô to move through the list and press OK when you see the feature you want to program on the button. User Preferences / 129 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide 7. Press Ô and choose the line (or enter a code for a line pool) the speed dial code should use. Use the line pool code to select a particular line pool for use with Speed Dial. If you select Use routing tbl, a line or pool is chosen by the routing programming according to the initial digits in the number. The route you choose for a User Speed Dial code must be one that the telephone can use. For example, if the telephone does not have access to Line Pool B and you use that pool code with the speed dial code, the code does not work. To change a system speed dial code, see “Adding or changing a system speed dial” on page 15. Changing Call Log options 1. Press ­ at Call log optÕnsÉ. 2. Press CHANGE until you see the option you want to use. See “Call Log options” on page 106. Changing how calls are dialed 1. Press ­ at Dialing optÕnsÉ. 2. Press CHANGE until you see the option you want to use. Descriptions for dialing options are found on the Telephone Feature Card, or see “Changing how you dial your calls” on page 55. Changing the language used on the display Press CHANGE at Language: until you see the language you want to use. See “Changing the language on the display” on page 114. 130 / User Preferences Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Making the display lighter or darker Press CHANGE at Display cntrst until you see the value you want to use. The display contrast on the telephone you are using for the programming session does not change when you are programming another telephone. Changing the telephone?s ring At Ring type:, press CHANGE until you see the option you want to use. Descriptions for ringing options are found on the Telephone Feature Card or in “Changing the type of ring” on page 123. Displays There are ten memory buttons and twelve dual memory buttons on the telephone you are viewing. Press Ô to begin looking at what’s on each button. A line appears on the button. You cannot store a feature or number on it. A feature is stored on this button. Press ­ to see the feature code. A full list of names and codes for features is included in the index. Shows the feature code stored on a button. Press ­ to see the button number and feature name. The button has a telephone number stored on it. Press ­to see the rest of the number. The autodial is an external number. Press ­ to see what line or pool the call is programmed to go out on. 10+24 buttons FIND B01:L06:Line 001 FIND B02:#Reply Msg... CLR TEL# FEATR Code:F#65... CLR TEL# FEATR B03:160455512... CLR TEL# FEATR Externl tel #... CLR TEL# FEATR User Preferences / 131 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide The autodial is an internal number. Press ­ to see more information. The button is used for intercom. Press ­ to see more information about the button. You cannot store a feature or number on it. The button is used for an Answer DN. You cannot store a feature or number on it. Either nothing is stored on the button or you have just cleared the button by pressing CLR. The button is occupied by the Handsfree feature. You cannot store a feature or number on it. For other displays, see “Common feature displays” on page 201. Internl tel #... CLR TEL# FEATR B04:Intercom... FIND B05:Ansr 93 FIND B06:Blank button CLR TEL# FEATR B10:Handsfree FIND 132 / User Preferences Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Programming Hunt Groups The Hunt Groups feature allows a group of Norstar sets to be called by a single directory number ensuring that calls are easily routed to the appropriate group. Hunt Groups are used in situations where a group of people performing the same task are required to answer a number of related phone queries. Some typical uses of Hunt Groups are: • a sales department answering questions on product prices or availability • a support department answering questions concerning the operation of a product • an emergency department answering calls for help. Hunt Groups can be used to route calls to a support service such as a Help Line for a software company. Specialists dealing with Product A can be in one group, and specialists dealing with Product B can be in another group. Incoming calls hunt for the next available set in the group. If no set is available, the call can be placed in a queue or routed to an overflow set. The Hunt Groups subheading in system programming is the area where programming changes are made to the following: The Incoming Line Group (ILG) functionality is now accomplished through the Hunt Group feature. When upgrading to Modular ICS 4.0 any lines previously belonging to an ILG are not automatically converted to broadcast Hunt Groups, they must be programmed. Please refer to “Assigning or unassigning lines to a group” on page 136. 134 / Programming Hunt Groups Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 • members of a group • member position in a group • what lines are assigned to a group • how incoming calls are distributed • how long the system looks for available members • where a call goes if all members are busy Note: Videophones should not be programmed as members of a Hunt Group. Hunt Groups allow one B channel connection at a time and videophones use two B channels. Features affected by Hunt Groups include: • Call Forward All Calls • Call Forward No Answer • Call Forward on Busy • Group Pickup • Transfer via Hold • Priority Call • Line Redirection • Page Zones • Voice Call Adding or removing members from a group Members of the group can be any Norstar set, CTA 500dm, ISDN terminal, or portables. A Norstar set can be in more than one Hunt Group but is considered a member in each Hunt Group, increasing the total number of members in the system. Programming Hunt Groups / 135 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide There can be only one appearance of the same Hunt Group on a set. Hunt Group DNs cannot be members of other Hunt Groups. A DN can be associated with a member of a Hunt Group and is called a member DN. Consult your customer service representative to determine your Hunt Group number range. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. (There are no member DNs if none are programmed.) 9. Press ­. The display shows the members for that group. 10. Press ADD to add a member or press REMOVE to remove a member from the group. 11. Press ¨ to exit or Ô to continue programming. Moving members of a group Member order within a Hunt Group is important. The member order determines how a call is routed through a Hunt Group. 136 / Programming Hunt Groups Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press ­. The display shows the members for that group. 10. Press MOVE to move an existing member to another place within the Hunt Group. The display shows the member number followed by an arrow. 11. Enter the new position number for the extension. 12. Press ¨ to exit or Ô to continue programming. Assigning or unassigning lines to a group Configure the prime set for a Hunt Group’s line to None to avoid delayed ring transfer of external Hunt Group calls to the prime set before the Hunt Group can receive the call. A line can be assigned to only one group. 1. Place the programming overlay on any M7310 or M7324 telephone. Programming Hunt Groups / 137 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô. The display shows Line assignment. 10. Press ­. The display shows Show line:. 11. Enter the line number you want to program or press SCAN to go to the first line assigned to this group, or press LIST to go to the first line in the system. 12. Press CHANGE to program the line as Unassigned or Assigned. *HGnn* means the line is assigned to another Hunt Group. 13. Press ¨ to exit or Ô to continue programming. Setting the distribution mode There are three modes of call distribution: • Broadcast—rings each set in the group simultaneously. Calls are handled one at a time; other calls are queued. As soon as a call is picked up, the call next in the queue is presented to the Hunt Group without having to wait for queue time-out. In Broadcast mode, a single incoming call rings simultaneously at all the sets in a group. This way, all 138 / Programming Hunt Groups Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 receptionists in the group can share the load of answering large volumes of calls. All sets automatically display the calling line identification (CLID), if available. A familiar example is a fund-raising campaign where a group of operators are waiting to take each call as it comes in. • Sequential—starts the call at the first set in the Hunt Group and distribution is complete when the first free set has been found. Simultaneous calls can be presented. Distribution is order based. In Sequential mode, you can program your top salesperson to be the first member of the group to receive incoming calls. • Rotary—the call starts at the set after the one which answered the last call. Distribution is complete when the next free set has been found. Simultaneous calls can be presented. Distribution is order based. In Rotary mode, you can ensure that all your helpline people are receiving calls on an equal basis, rather than one person receiving the majority of calls. The call rings at one set at a time in a round robin fashion. If a Hunt Group has available members but nobody answers the call, the call is routed through the Hunt Group list until either someone answers the call or the queue time-out occurs. In the latter case, the call is routed to the overflow position. Once a call goes to the overflow position it is no longer a Hunt Group call. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. Programming Hunt Groups / 139 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô until the display shows Mode. 10. Press CHANGE to set the mode: Sequential, Rotary, Broadcast. 11. Press ¨ to exit or Ô to continue programming. Setting the hunt delay This setting allows you to program the number of rings the system permits at a Hunt Group set before moving on to the next set in the Hunt Group. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô until the display shows Hunt delay. 140 / Programming Hunt Groups Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 10. Press CHANGE to select the setting: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10. 11. Press ¨ to exit or Ô to continue programming. Programming busy line setting A Hunt Group is considered busy if one of two scenarios exists: • all of its members are being presented an incoming Hunt Group call • all of its members are active on a Hunt Group call There are three routing options if all members are busy: • BusyTone—the caller gets a busy tone (PRI lines only) • Overflow—the call is routed to an overflow position. If the overflow DN is the hunt group DN for that same hunt group, the overflow option will not appear. • Queue—the call stays in the system for a period of time. Within this period of time, the call is presented to an member if one becomes available. When the time-out occurs, the call is presented to an overflow position. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. Programming Hunt Groups / 141 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô until the display shows If busy:. 10. Press CHANGE to set the mode: BusyTone, Overflow, Queue. 11. Press ¨ to exit or Ô to continue programming. Programming the queue time-out This setting allows you to program the number of seconds a call remains in the Hunt Group queue before it is routed to the overflow position. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô until the display shows Q Timeout:. 10. Press CHANGE to set the queue time-out: 15, 30, 45, 60, 120, 180. 11. Press ¨ to exit or Ô to continue programming. 142 / Programming Hunt Groups Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Programming the overflow set This setting allows you to program the overflow set to which the Hunt Group calls are to be routed. Unless the overflow position is a Hunt Group set, the call ceases to be a Hunt Group call. If the overflow set is a Hunt Group set, the call is treated as a new call and goes to the bottom of the queue. The overflow set can be a set DN number associated with a voice mailbox. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô. The display shows Overflow:. 10. Press CHANGE to change the overflow position. 11. Enter the new overflow position. 12. Press ¨ to exit or Ô to continue programming. Programming Hunt Groups / 143 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Setting the name This setting allows you to program the Hunt Group name, such as SERVICE or SALES. The name can be up to seven characters in length. 1. Place the programming overlay on any M7310 or M7324 telephone. 2. Press Ä¥¥ÛßßÜÝÝ (CONFIG). The display shows Password:. 3. Press ÛÜßÝß (ADMIN). The display shows Terminals&Sets. 4. Press Ô until the display shows System prgrming. 5. Press ­. The display shows Hunt groups. 6. Press ­. The display shows Show group. 7. Enter the Hunt Group number you want to program (1-30). 8. Press ­. The display shows Member DNs:. 9. Press Ô. The display shows Name:. 10. Press CHANGE. 11. Using the dialpad, enter the name of the Hunt Group. 12. Press Ô to store the name. 13. Press ¨ to exit or Ô to continue programming. 144 / Programming Hunt Groups Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Telephone features Installing Norstar telephones If you are connecting a Norstar telephone for the first time, refer to the following illustrations as a guide. Installing a Norstar telephone Connect to jack wired from distribution block Connect to receiver 146 / Telephone features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Mounting a Norstar telephone on the wall 1 2 3 4 5 6 Telephone features / 147 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Naming a telephone or a line You can assign names to identify external lines, target lines, and your co-workers’ telephones. During a call, the name (if programmed) is shown on the telephone display instead of the external line number or internal telephone number of the caller. Step-by-step instructions for adding or changing the name of a telephone or a line are in “Changing the name of a telephone” on page 18. Telephone names and line names can contain both letters and numbers, but cannot be longer than seven characters. You cannot use the # and * symbols. Moving telephones If automatic telephone relocation is enabled in programming by your installer or customer service representative, you can move your telephone from one Norstar jack to another without losing any of its custom programming. Tip - You can give the same name to two or more telephones, or to a telephone and a line in your system. To avoid confusion, avoid such duplication. Use initials, abbreviations, or even nicknames to give each telephone a unique name. If automatic telephone relocation is turned on, the name and internal number of a telephone are saved if the telephone is moved within your system. You may be required by law to report any telephone moves to your local telecommunications carrier or 911 service provider. For further details, consult your local carrier, your local 911 service provider, and/or your local telecommunications service provider. 148 / Telephone features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Stopping calls from ringing at your telephone using Do Not Disturb (DND) Ä¡Þ Stopping calls Press Ä¡Þ to stop calls from ringing at your telephone. Only priority calls ring at your telephone. A line button flashes when you receive a call, but the call does not ring. Refusing to answer a call While you are on a call, you can refuse to answer a second call (including a priority call). Press Ä¡Þ while your telephone is ringing. Canceling Do Not Disturb Ä£¡Þ Press Ä£¡Þ. Displays Using Do Not Disturb Once you turn Do Not Disturb on, calls are forwarded to the prime telephone only if there is no other telephone on which the line appears. If there is another telephone that shares the same line, the call may be answered by that person. (The Delayed Ring Transfer feature transfers all unanswered calls to the prime telephone after a specified time.) Allow calls Your telephone receives calls normally. Telephone features / 149 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Do Not Disturb prevents voice calls from alerting at your telephone. Voice calls are presented as normal intercom calls. Using Background Music Ä¡ß Listen to music through your telephone speaker by pressing Ä¡ß. Your installer or service representative makes this feature available to all telephones in programming. You need to supply a music source, such as a radio, and have it attached to your ICS. Turning Background Music off The music stops automatically if you make or answer a call or if you press Ä£¡ß. Tip - Norstar sets that are members of a Hunt Group can temporarily leave a Hunt Group by activating this feature. Hunt Group calls arriving while a set is in Do Not Disturb mode are routed to the next member in the Hunt Group. For more information on Hunt Groups see “Programming Hunt Groups” on page 133. In accordance with U.S. copyright law, a license may be required from the American Society of Composers, Authors and Publishers or a similar organization if radio or TV broadcasts are transmitted through the Background Music feature of this telecommunication system. Northern Telecom Inc. hereby disclaims any liability arising out of the failure to obtain such a license. 150 / Telephone features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide ISDN PRI and BRI Integrated Services Digital Network (ISDN) technology provides a fast, accurate and reliable means of sending and receiving data, image text and voice information through the telephone system. By using Primary Rate Interface (PRI) or Basic Rate Interface (BRI), your ISDN service allows for faster transmission speeds and the addition of a variety of powerful business applications, including remote LAN access, videoconferencing, file transfer and Internet access. Your installer configures your ISDN services and terminal equipment. ISDN PRI PRI is economical because separate analog trunks and data circuits are not needed for Direct Inward Dialing (DID), Direct Outward Dialing (DOD) and data transfer. With PRI there is greater flexibility because B channels can be dynamically reconfigured to accommodate changes in traffic with the Call by Call feature. For more information see “Call by Call service selection for PRI” on page 154. PRI offers fast information access because channel usage is optimized to allow you the full benefit of available bandwidth and real-time connectivity. PRI lines are configured as DID lines. Incoming calls on a PRI line can appear on a DID button or on an intercom button depending on how your Norstar set has been configured. Outgoing calls are made from the intercom buttons. 152 / ISDN PRI and BRI Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 PRI lines can be accessed from all devices such as Norstar sets, ISDN sets, and wireless sets. ISDN PRI features Selected ISDN network features can be used from a Norstar telephone. Your central office switch (ISDN network) determines which features are available to you. Network Name Display for PRI Your Norstar system displays the name of an incoming call when it is available from the service provider. Name information can be displayed on a Norstar set but not on an ISDN terminal. If the Calling Party Name has the status of “private” it may be displayed as “Private name”. If the Calling Party Name is unavailable it may be displayed as “Unknown name”. Your Norstar system displays the name of the called party on an outgoing call, when it is provided by your service provider. Your Norstar system sends the Business Name concatenated with the set name on an outgoing call but only after the Business Name has been programmed. The available features include: • Receiving Connected Name • Receiving Calling Name • Receiving Redirected Name • Sending Connected Name • Sending Calling Party Name ISDN PRI and BRI / 153 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Consult your customer service representative to determine which of these features is compatible with your service provider. Name and number blocking for PRI When activated, Ä¡Úá allows you to block the outgoing name and/or number on a per-call basis. Name and number blocking can be used with a Norstar set but not with an ISDN terminal. Consult your customer service representative to determine whether or not this feature is compatible with your provider. Emergency 911 Dialing Modular ICS 4.0 with the ISDN PRI feature is capable of transmitting the telephone number and internal extension number of a calling station dialing 911 to the Public Switched Telephone Network. State and local requirements for support of Emergency 911 Dialing service by Customer Premises Equipment vary. Consult your local telecommunications service provider regarding compliance with applicable laws and regulations. If transmission of internal extension numbers is not required or desired, then it is recommended that the System Coordinator maintain a site map or location directory that allows emergency personnel to rapidly locate a Norstar set given its DID number. This list should be kept up to date and readily available, and can be included in the Programming Record. 2-way DID With PRI the same lines can be used for receiving direct inward dialing (DID) and for making direct outward dialing (DOD) calls. 154 / ISDN PRI and BRI Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 The dialing plan configured by your customer service representative determines how calls are routed. Consult your customer service representative to determine whether or not this feature is compatible with your service provider. Call by Call service selection for PRI PRI lines can be dynamically allocated to different service types with the Call by Call feature. PRI lines do not have to be pre-allocated to a given service type. Call types that may be available, depending on your service provider are: Public Public calls connect your Norstar set with a Central Office (CO). DID and DOD calls are supported. Private Private calls connect your Norstar set with a Virtual Private Network. DID and DOD calls are supported. A private dialing plan may be used. Tie Tie lines are private incoming and outgoing lines that connect Private Branch Exchanges (PBX) such as Norstar. FX (Foreign Exchange) FX calls connect your Norstar set to a remote CO. It provides the equivalent of local service at the distant exchange. ISDN PRI and BRI / 155 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Outwats Outwats is for outgoing calls. This allows you to originate calls to telephones in a specific geographical area called a zone or band. Typically a flat monthly fee is charged for this service. Inwats Inwats is a type of long distance service which allows you to receive calls originating within specified areas without a charge to the caller. A toll-free number is assigned to allow for reversed billing. Consult your customer service representative to determine whether or not this feature is compatible with your provider. Dialing Plan and PRI The Dialing Plan supports PRI connectivity to public and private networks. The dialing plan is a collection of features responsible for processing and routing incoming and outgoing calls. All PRI calls must go through a dialing plan. The Dialing Plan • allows incoming calls to be routed to sets based on service type and digits received • allows Enbloc dialing by buffering user-dialed digits until a complete DN has been dialed • provides the ability to map user-dialed digits to a service type on a Call by Call basis • allows long distance carrier selection via user-dialed Carrier Access Codes Consult your customer service representative to determine how your dialing plan is configured. 156 / ISDN PRI and BRI Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 ISDN BRI Modular ICS 4.0 supports a maximum of 30 ISDN sets on the system. The following ISDN services are supported: • incoming calls • outgoing calls • Calling Line Identification Presentation • Sub-addressing • bearer capabilities • teleservices The Call Forward All Calls feature can be used from ISDN terminals connected to Modular ICS. Note: Norstar sets can accept voice calls only. Video and data calls do not alert at a Norstar set. Although an ISDN S-loop or LT-loop can support up to eight devices, the loop has a limit of two B-channels. If both Bchannels are in use, other devices on that loop cannot make or receive calls until a B-channel is available, or until both Bchannels are available in the case of a video terminal. Thus, the number of terminals installed must take into account whether you require dedicated access for the terminals on that loop. Note: Norstar set features, other than Transfer and Call Forward All Calls, are not available to ISDN terminals. In addition, you cannot retrieve a parked call, or reach a Direct-Dial set by using the Direct-Dial digit from an ISDN terminal. ISDN PRI and BRI / 157 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Line access from an ISDN terminal ISDN terminals do not have line keys or intercom keys as do Norstar telephones. To make an outgoing call from an ISDN terminal, access an external line by entering a line pool code or by using the ARS feature. ISDN BRI features Selected ISDN network features can be used from a Norstar telephone. Your central office switch (ISDN network) determines which features are available to you. Network Name Display for BRI Your Norstar system displays the name of an incoming call when it is available from the service provider. Name information can be displayed on a Norstar set but not on an ISDN terminal. If the Calling Party Name has the status of “private” it may be displayed as “Private name”. If the Calling Party Name is unavailable it may be displayed as “Unknown name”. Your Norstar system displays the name of the called party on an outgoing call, when it is provided by your service provider. As with PRI, your Norstar system sends the Business Name concatenated with the set name on an outgoing call but only after the Business Name has been programmed. The available features include: • Receiving Connected Name • Receiving Calling Name • Receiving Redirected Name • Sending Connected Name • Sending Calling Party Name 158 / ISDN PRI and BRI Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Consult your customer service representative to determine whether or not this feature is compatible with your service provider. Name and number blocking for BRI When activated, Ä¡Úá allows you to block the outgoing name and/or number on a per-call basis. Name and number blocking can be used with a Norstar set but not with an ISDN terminal. Consult your customer service representative to determine whether or not this feature is compatible with your service provider. Service provider features Consult your customer service representative to determine if the new ISDN features are supported with your service provider. Call Forward Call Forward allows you to forward your calls to an external telephone number. 1. Select an ISDN line by selecting a line button, a line pool, or the Handsfree button, or by lifting the handset (if an ISDN line is your prime line). 2. Consult your service provider for the appropriate feature code to enter on your dial pad. Listen for three tones followed by dial tone. 3. Enter the internal number of the telephone to which you want your calls forwarded. If the call is answered, stay on the line for at least five seconds to activate the Call Forward feature. ISDN PRI and BRI / 159 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Canceling Call Forward 1. Select an ISDN line by selecting a line button, a line pool, or the Handsfree button, or by lifting the handset (if an ISDN line is your prime line). 2. Consult your service provider for the appropriate feature code to enter on your dial pad. Listen for a series of tones. 3. Press ¨. Calling the number your calls are forwarded to 1. Select an ISDN line by selecting a line button, a line pool, or the Handsfree button, or by lifting the handset (if an ISDN line is your prime line). 2. Consult your service provider for the appropriate feature code to enter on your dial pad. Automatic Call Back If you call a number and it is busy, enter the appropriate feature code designated by your service provider to receive a distinctive ring at your set when the line becomes available for calls. Automatic Recall Automatic Recall allows you to automatically dial the number of the last call you received. You may not see the number on the display if the information is not available from your service provider, or you do not have Caller ID as part of your ISDN service. Consult your service provider for the appropriate feature code to enter on your dial pad. 160 / ISDN PRI and BRI Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 ISDN BRI terminals Your Modular ICS allows connection of eight Basic Rate Access loops (four 2B+D channels) that can be used for fully digital connections to ISDN networks and devices. Loops are connections between the ICS and devices or between the ICS and the network. Each loop provides two separate B-channels that can be used to make two simultaneous voice or data calls, or one data call and one voice call. ISDN applications for BRI and PRI ISDN terminal equipment delivers a wide range of powerful business applications: Videoconferencing and video telephony Video conferencing offers instant visual and audio contact between distant parties using either studio-based or desktop ISDN terminals. Desktop conferencing ISDN allows computer users in distant locations to share and edit any image, data or text file on their own computer screens while they discuss the information. File transfer The ISDN network allows you to transfer files containing data, text, images, data, or audio clips, faster and cheaper than with a conventional modem. Telecommuting Convenient retrieval, processing and storage of files is possible for the employee working at home by using ISDN lines to give high-speed access to information resources at the office. ISDN PRI and BRI / 161 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Group 4 fax ISDN fax applications save money by increasing both transmission speed and the quality of resolution. Remote LAN access ISDN provides an affordable and fast means for employees at remote sites (at home or branch offices) to access local area networks (LANs). Leased line backup Essential backup for leased lines can be provided using ISDN as required, rather than duplicating costly permanent leased lines. LAN to LAN bridging Local area network (LAN) bridge/routers allow flexible interconnection between LANs using ISDN, with charges incurred only when information is actually transmitted. Internet and database access The fast call set up and high bandwidth of ISDN are ideal for accessing information services such as the Internet and databases. 162 / ISDN PRI and BRI Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Using System features Using alternate or scheduled services There are three types of Services to make your Norstar system handle calls differently on different days and at different times of the day: Ringing service, Restriction service and Routing service. Each of the three services, and the six schedules available to each service, are customized for you by your installer or customer service representative. They program which telephone is used to turn Services on and off, and display what Services are in use. This is called the control telephone. Preventing certain calls from being made Restriction service prevents a user from making certain kinds of calls from a telephone or from lines that are available at the telephone. The restrictions are programmed by your installer or customer service representative. Making additional telephones ring Ringing service makes additional telephones ring for incoming calls on external lines. For instance, all incoming external calls can ring at a security guard’s telephone during the night, or calls to one attendant can ring at another attendant’s telephone during lunch. It does not suppress your normal ringing assignment. Changing the lines used by outgoing calls Routing service allows you to assign alternate routes to calls. In this way you can take advantage of lower costs available on particular routes on certain days and at certain times. Both the regular and alternate routes are programmed by your installer or customer service representative. 164 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Turning Services on and off The master control for how different services and their schedules are used by your system is in programming. There are three settings: Manual, Automatic and Off. • Manual allows you to turn the service on and off at any time from a control telephone using a feature code. • Automatic allows you to use the preassigned stop and start time for a service. You are able to start and stop the service by entering the appropriate feature code at a control telephone. If you select this setting, you use the start and stop times programmed by your installer or customer service representative. • Off prevents the service from being activated. You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press Ô twice. 4. Press ­ at Services. 5. Press Ô until you see the Service you want to program. 6. Press ­ and Ô until you see the schedule you want to program. 7. Press ­ and use CHANGE to select the setting that works best for your office: Off, Manual or Automatic. Each schedule can have its own configuration of a Service which works independently of automatic start and stop times. Using System features / 165 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide For example, there may be a version of Restriction service called Night Schedule that prevents anyone from making long distance calls. But calling it Night Schedule does not mean it can only be used with a schedule. You can turn the Night Schedule for Restriction Service on or off as needed any time of the day or night. If you decide to run a service on a schedule, the system uses the start and stop times used for that schedule. An example of how to turn on a Service manually You may have Ringing service (your night service) set up to run according to the Night Schedule. You may decide you want that ringing arrangement to come into effect only when it is turned on and off manually. You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press Ô twice. 4. Press ­ at Services. The display reads Ringing Serviceö. 5. Press ­. The display reads Sched:Nightö. 6. Press ­ and use CHANGE to set the Service to Manual. Night Schedule for Ringing Service no longer follows the schedule but can be turned on and off by using the feature code and selecting Night Ringing. See “Turning Services on and off using feature codes” on page 166. 166 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Turning Services on and off using feature codes The master control for services is in programming. See “Turning Services on and off” on page 164. Day-to-day use of Services is controlled using the following feature codes. To turn a Service on: 1. Enter the appropriate feature code from a control telephone. 2. For Restriction and Routing service you have to enter the System Coordinator or Basic password. 3. Press NEXT to move through the schedules until the display shows the version of the service you want to be turned on. 4. Press OK to select the setting, or press QUIT to exit the feature without making any changes. To turn a Service off: 1. Enter the appropriate feature code from a control telephone. 2. For Restriction and Routing service you have to enter the System Coordinator or Basic password. Ä¡àÚ Turns on Ringing service. When used at the direct-dial telephone, it activates the alternate direct-dial telephone (extra-dial telephone). Ä£¡àÚ Turns off Ringing service. Ä¡àÛ Turns on Restriction service. Ä£¡àÛ Turns off Restriction service. Ä¡àÜ Turns on Routing service. Ä£¡àÜ Turns off Routing service. Using System features / 167 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Viewing the active Services from a two-line display telephone When a Service is active, the control telephone display reads Services ON. 1. Press LIST. The display shows the first active Service and the schedule that is in use. 2. If there are several active Services, press NEXT to see them all. 3. Press EXIT to exit the feature. Viewing the active Services from a one-line display telephone 1. Press Ä¡àâ. The display shows the first active Service. 2. Press £ to move through the active schedule. 3. Press ¨ to exit. Do not confuse activating Normal service with canceling a Service. Setting a Service to Normal is not the same as canceling a Service using a feature code. If you set the Service to Normal, the normal version of a Service overrides any automatic schedule and remains in effect until you manually cancel it. If you cancel the Service, you return to the automatic schedule. 168 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Displays You are viewing the active Services. Press £ or NEXT to see the other active Services. Press ¨ or EXIT to quit. The name of the current Restriction service schedule is displayed. Press £ or NEXT to see the other Ringing service schedules. Press ú or OK to select the desired schedule. You are viewing the active Services. Press £ or NEXT to see the other active Services. Press ¨ or EXIT to quit. The name of the current Ringing service schedule is displayed. Press £ or NEXT to see the other Ringing service schedules. Press ú or OK to select the desired schedule. You are viewing the active Services. Press £ or NEXT to see the other active Services. Press ¨ or EXIT to quit. The name of the current Routing service schedule is displayed. Press £ or NEXT to see the other Routing service schedules. Press ú or OK to select the desired schedule. Press ú or OK to select this schedule, £ or NEXT to see the next available schedule, or ¨ or QUIT to exit. If you select this schedule, it is in effect until the next automatic schedule takes effect. You have entered the Show Services feature code and there is no active Service. There is a Service active in your system. Press ¥ or LIST to view the active Services. For other displays, see “Common feature displays” on page 201. Restr'n EXIT NEXT Restr'n QUIT OK NEXT Ringing EXIT NEXT Ringing QUIT OK NEXT Routing EXIT NEXT Routing QUIT OK NEXT until * QUIT OK NEXT No services ON Services ON LIST Using System features / 169 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Services that have been turned on automatically are indicated by an asterisk (*) before the name on the display. You can neither manually activate nor cancel scheduled services, although you can override them by manually turning on another schedule. The control telephone can override Services that are turned on and off according to a schedule at any time by entering a Services feature code, and selecting a different schedule. This override remains in effect until it is canceled. If you select a schedule with an asterisk (*), the next automatic service schedule comes into effect at the programmed time. Direct-dial calls to a direct-dial telephone ring at the extra-dial telephone (the extra-dial telephone is designated by your installer or customer service representative) only when you enter the Ringing service feature code (Ä¡àÚ) at that direct-dial telephone. Note that only the extra-dial telephone is activated, not the actual Ringing service (unless that direct-dial telephone is a control telephone). Using passwords Your passwords prevent unauthorized or unintentional changes to your Norstar system. To keep your telephone service secure, distribute the password only to selected personnel or make use of the basic password described below. Record your password in a secure place and change it periodically. Tip - Norstar provides six service schedules named Night, Lunch, Evening, Sched 4, Sched 5, and Sched 6. Your installer or customer service representative can change these names to suit your business. 170 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 If you forget the administration or basic passwords, you cannot do any programming. Call your customer service representative to assign a new password. The password is a one to six-digit number. It is advised to make your password at least six digits long for security reasons. If you press CHANGE but do not enter a new password, the existing password is erased. Anyone can then access programming without a password. The default System Coordinator password is ë÷éö, which is the same as ÛÜßÝß. One password cannot be a subset of another one. For example, you cannot have 123 and 12345. Using a Basic password In addition to a System Coordinator password, there is a Basic password. This allows you to delegate some of the duties of being a system coordinator to someone else without allowing access to sensitive programming. The default Basic password is õêé? or ÛÛàÝÛ. You can enter the Basic password after the following feature codes: • Ä¥¥ èêäå (User Preferences) • Ä ¥¥æé÷ä (to change the system time and date) Using System features / 171 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Because the Basic password can be used to change the time, you should give it out with care and change it when necessary (for example, when an employee leaves the company). If restrictions, routing or other services operate on a schedule, changing the time can allow someone to bypass the programming. Registration password The Registration password is used to control the registration of Companion portables to the Norstar system. See the MICS-XC Norstar-Companion System Coordinator Guide for more information. Changing passwords You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press Ô four times. 4. Press ­ at Passwords. 5. Press Ô until you see Progrming pswds ö. 6. Press ­. 7. Press Ô until you see the name of the password you want to change. 8. Use ­, CHANGE and the dial pad to enter the new password. Press OK to accept the new password. You cannot erase or eliminate the ability to program passwords. 172 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Clearing a Call Log password If an individual has forgotten their Call Log password, you can clear it in programming. The individual can then enter a new password from his or her telephone. You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press Ô four times. 4. Press ­ at Passwords. 5. Press Ô until the display reads Call log pswds. 6. Press ­ and enter the internal telephone number of the telephone where you want to clear the Call Log password. 7. Press ­, then press CLR to clear the password. Using special telephones Direct-dial You can reach the direct-dial telephone by dialing a single digit. The direct-dial telephone is usually in a central location, such as a attendant’s desk. You can have up to five direct-dial telephones for your Norstar system. It is usually the prime telephone or the central answering position (CAP). The direct-dial telephone can send up to 30 messages and can invoke Services to activate the extra-dial telephone. Using System features / 173 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide You cannot forward calls to a direct-dial telephone that is outside your Norstar system. See “Making changes to Call Forward No Answer” on page 21. Note: ISDN terminals cannot use the Direct-Dial digit to reach a Direct-Dial set. Changing the direct-dial telephone assignments Your installer or customer service representative sets up the direct-dial telephone. You can change which direct-dial telephone a telephone is assigned to, or assign it no direct-dial telephone. You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press ­ at Terminals&Sets. 4. Enter the internal number of the telephone you want to program and press ­. The display reads Capabilities. 5. Press ­. 6. Press Ô until the display reads D-Dial. 7. Press CHANGE to select Set1, Set2, Set3, Set4, Set5 or None. 174 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Any number of telephones can be assigned to call the direct-dial telephone. Hotline A hotline telephone calls a preset internal or external telephone number when you pick up the receiver (or press ©). Bypassing a Hotline Press a line button, or use the Pre-Dial or Automatic Dial feature before you pick up the receiver or press © on a hotline telephone. See the Telephone Feature Card or see “Changing how you dial your calls” on page 55. Tip - The digit you dial in order to get the direct-dial telephone to ring can be programmed by your installer or customer service representative. The Norstar system cannot verify that the number you assign as an external direct-dial telephone is valid. Check the number before assigning it as a direct-dial telephone, and call the direct-dial telephone after you’ve assigned it in order to test it. Tip - Label the telephone to inform anyone using it that Hotline is active. Using System features / 175 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Making a telephone a hotline telephone You can set up a telephone as a hotline. You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press ­ at Terminals&Sets. 4. Enter the internal number of the telephone you want to program and press ­. The display reads Capabilities. 5. Press ­. 6. Press Ô until the display reads Hotline. 7. Press CHANGE to select the type of call the hotline makes: None, Intrnl, or Extrnl. Internl assigns an internal number. External assigns an external number. If you select an external number, you can select the line on which the call is made: the prime line, an external line, a line in a line pool, or a line selected by the routing table. If you select a line pool, you must specify the line pool access code. If you select the routing table, the number dialed is treated as a destination code and is routed according to the routing tables. Tip - A Hunt Group set DN can be specified as a Hotline telephone. For more information on Hunt Groups see “Programming Hunt Groups” on page 133. 176 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 A telephone’s prime line, line pool access codes, and access to a line pool can be programmed by your installer or customer service representative. Control telephone The control telephone allows you to place the telephones and external lines for which it has responsibility into and out of service schedules. See “Using alternate or scheduled services” on page 163. Using Set lock Set lock limits the ways in which you can customize your telephone. There are three levels of Set Lock: Full, Partial, and None. None allows you to access all features on your telephone. Partial prevents: Full, in addition to the restrictions outlined for Partial lock, prevents: • programming autodial buttons • programming user speed dial numbers • programming feature buttons • moving line buttons • changing the display language • changing dialing modes (Automatic Dial, Pre-Dial, and Standard Dial) • using Voice Call Deny • saving a number with Saved Number Redial • changing Background Music • changing Privacy • changing Do Not Disturb • using Ring Again • using Call Forward all calls • using Send Message • using Trunk Answer • activating Services Using System features / 177 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Changing Set Lock programming for a telephone You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press ­ at Terminals&Sets and enter the internal number of the telephone you want to program. 4. Press ­. 5. Press Ô until the display reads Restrictions. 6. Press ­ twice. 7. Press Ô until the display reads Set lock. 8. Use CHANGE to select one of the three options: None, Partial and Full. Using an auxiliary ringer An auxiliary ringer is a separate device that has to be connected to Norstar. Turning the auxiliary ringer for a telephone on or off You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press ­ at Terminals&Sets. 178 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 4. Enter the internal number of the telephone you want to program and press ­. The display reads Capabilities. 5. Press ­. 6. Press Ô until the display reads Aux. ringer. 7. Use CHANGE to select Y (Yes) or N (No). Your installer or customer service representative can program the auxiliary ringer to start ringing for incoming lines as part of Ringing Service. Using Host System dialing signals You can access host systems, such as private branch exchanges (PBX) from Norstar by using host system signaling features (known as end-to-end signaling). These features either send a special signal to the host system or allow you to program delays required by host systems in external autodial or speed dial sequences. Link ÄàÚ If your Norstar system is connected to a private branch exchange (PBX), you can use a Link signal to access special features. On some telephones, Link is called FLASH. The Link signal can be included as part of a longer stored sequence on an external autodial button or in a speed dial code. The Link symbol (Û) uses two of the 24 spaces in a dialing sequence. Using System features / 179 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Preventing a telephone from using Link Link can be restricted at individual telephones. You need the programming template found at the front of this guide. See “Getting started with Norstar” on page 1 for more information. 1. Press Ä¥¥ÛßßÜÝÝ. 2. Press ÛÜßÝß (the default System Coordinator password). 3. Press ­ and enter the internal number of the telephone you want to program. 4. Press ­. 5. Press Ô three times. The display reads Restrictions. 6. Press ­ twice. 7. Press Ô three times. The display reads Allow link:. 8. Press CHANGE to choose Y (Yes) or N (No). Pause Äà¡ The Pause feature enters a 1.5 second delay in a dialing sequence on an external line. This is often required for signaling remote devices, such as answering machines, or when reaching through to PBX features or host systems. Tip - If your Norstar system is connected to a private branch exchange (PBX), program Link onto a memory button for one-touch access. 180 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 You can program more than one pause in an external autodial or speed dial sequence. The Pause symbol (Ý) uses one of the 24 spaces in a dialing sequence. For pulse dialing, ¥ inserts a 1.5 second pause into the dialing sequence. Long Tones Ä¡â¡ The Long Tones feature allows you to control the length of a tone so that you can signal devices such as fax or answering machines which require tones longer than the standard 120 milliseconds. 1. While on a call, press Ä¡â¡. 2. Press the dial pad buttons to produce the appropriate tones. Each tone sounds for as long as you hold down the button. Long tones can be used on any call except a conference call. You can use internal lines of the Norstar system to activate a device connected to an analog terminal adapter (ATA) in another area of your office, or external lines to access devices outside the Norstar system. Displays At the appropriate time, press any dial pad button. Hold each button down for as long as necessary. Press Ä or ú to cancel Long Tones. Long Tones: Using System features / 181 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Programmed Release Ä¥¡á The Programmed Release feature performs same function as ¨ in a programmed dialing sequence. When the system encounters Programmed Release in a dialing sequence, it stops dialing and hangs up the call. The Programmed Release symbol (Þ) takes up two of the 24 spaces in a programmed dialing sequence. The system ignores any digits or commands that follow a Programmed Release in a programmed dialing sequence. Run/Stop Ä¥á Run/Stop inserts a break point into a sequence of dialed numbers or characters used for automatic dialing. This may be necessary when you are connecting to a PBX or similar host system. For example, you can call a company with an automated attendant that instructs you to dial the internal number you need. You can program the company number, a Run/Stop, then the internal number on one external autodial button. Press the autodial button once to dial the company number. When you hear the automated attendant, press the autodial button again to dial the internal number. The Run/Stop symbol (ß) uses one of the 24 spaces in an autodial or speed dial sequence. You can include up to three Run/Stop commands in a dialing string. The system ignores a fourth Run/Stop, and any digits or commands that follow it in a programmed dialing sequence. 182 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Wait for Dial Tone Ä¡âÝ Wait for Dial Tone causes a sequence of numbers to pause until dial tone is present on the line before continuing to dial. This is useful if you must dial a remote system and then wait for dial tone from that system before dialing the rest of your number. The Wait for Dial Tone symbol (à) uses two of the 24 spaces in an autodial or speed dial sequence. Displays Using pulse dialing for a call If your external telephone lines use pulse dialing, you can temporarily switch to tone dialing by pressing £ after selecting the line. Tone dialing allows your Norstar telephone communicate with devices and services that respond to tone signals, such as automatic switchboards, and fax or answering machines. Using your Norstar system from an external location You can use the lines and some of the features of a Norstar system from outside the system. You can do this over the public telephone network when you are away from the office, or you can call from another system, over a private network. An example of how remote access works is a sales representative who spends a lot of time out of the office needs to make long distance calls to the European office. Your Norstar system has a leased line to Europe with reduced You have entered a code that can be used only in a programmed autodial or speed dial sequence, not on a call you dial directly. Programmed Release and Run/Stop are for use in programmed dialing sequences only. Invalid code Using System features / 183 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide transatlantic charges. You provide the sales representative with a Class of Service password that gives access to the transatlantic line. The sales representative can then telephone into the Norstar system from a hotel, enter their Class of Service password, and use the leased transatlantic line to make calls. Remote users can access Norstar lines, line pools, the page feature, and remote administration (if enabled through Software Keys). The exact facilities available to you through remote access vary depending on how your installer or customer service representative set up your system. Controlling access to your Norstar system It is important to maintain the security of your Norstar system by limiting access to authorized users and limiting those users to the features they need. Direct inward system access (DISA) Control access to your Norstar system with direct inward system access (DISA). Access to your Norstar system from the public telephone network should always be controlled with DISA. If your installer or customer service representative programs the line used for remote access to answer a call automatically and wait for a DISA internal number, callers Tip - If the loop start line used for remote access is not supervised, auto-answer does not function and the caller hears ringing instead of a stuttered tone or the system dial tone. Remote users can make long distance calls. Remember that a remote user can make long distance calls that are charged to your company and can make page announcements in your office. 184 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 hear a stuttered dial tone and must enter a Class of Service password before they are allowed into the system. Class of Service (COS) To control the level of telephone service a remote user can access, your installer can assign a remote filter and remote package to the line used for remote access. The remote filter restricts the numbers that can be dialed on the line, and the remote package restricts the use of line pools and the page feature. To change the restrictions for the line, the user can enter their Class of Service (COS) password when the system answers with DISA, or can dial the DISA internal number and enter their Class of Service password. Maintaining security To maintain the security of your system, the following practices are recommended: • Warn anyone to whom you give the remote access number, to keep it confidential. • Change Class of Service passwords often. • Warn anyone to whom you give a Class of Service password, to remember it and not to write it down. • Remove the Class of Service password of anyone who leaves your company. Accessing Norstar remotely over the public network 1. Dial the Norstar system’s remote access number. 2. When you hear a stuttered dial tone, enter your COS password. 3. Wait for the system dial tone. To use the system remotely, you must use a telephone with tone dialing to call the system. Using System features / 185 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Remote access is possible only on lines that your installer or customer service representative programs to auto-answer calls. To use features on a remote Norstar system, press ¥ followed by the feature code. Even if you are calling from a Norstar system, press ¥ instead of Ä. In certain situations, you may experience lower volume levels when using Norstar remotely. Tones You may hear some of the following tones while accessing Norstar remotely. Using Class of Service (COS) passwords Class of Service passwords permit controlled access to a system’s resources both by internal and remote users. When you enter a Class of Service password at a telephone, the restriction filters associated with your Class of Service Tone What it means Busy tone Dialed a busy line pool access code. You hear system dial tone again after 5 seconds. Norstar system dial tone You may use the Norstar remotely. Fast busy tone You have done one of the following • Entered an incorrect COS password. Your call is disconnected after five seconds. • Taken too long while entering a COS password. Your call is disconnected after five seconds. • Tried to use a line pool or feature not permitted by your Class of Service. You hear system dial tone again after five seconds. • Dialed a number in the Norstar system which does not exist. Your call is disconnected after five seconds. Stuttered dial tone Enter your COS password. 186 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 password apply, rather than the normal restriction filters. Similarly, when a remote user enters a Class of Service password on an incoming auto-answer line, the restriction filters and remote package associated with their Class of Service password apply, rather than the normal restriction filters and remote package. COS passwords are programmed by either your customer service representative or installer. Users should memorize their COS passwords instead of writing them down. Employees’ COS passwords should be deleted when they leave the company. Typically, each user has a separate password. Several users can share a password or one user can have several passwords. Changing your Class of Service Äß¡ You must enter a Class of Service password each time you want to make a call that is normally restricted on a line or telephone. To change the restriction filters on a line or telephone: 1. Press Äß¡. 2. Enter your six-digit COS password. COS passwords allow you to define individual passwords and determine the restriction filters, and remote package associated with each. Tip - If you use your Norstar system from outside the office, you may have to enter a Class of Service password to gain access to the system. See “Using your Norstar system from an external location” on page 182. Using System features / 187 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Displays (Blank display) Enter your password. It is not shown on the display. You have entered a password that is not programmed into your system. Invalid Password 188 / Using System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide General System features The following features are available for the entire Norstar system. Set profile Set profile allows you to view but not change the programming settings for each Norstar set. You can access Set Profile from any M7310 or M7324 telephone, even while you are on a call. 1. Press Ä¥¥êäæ. 2. Enter the internal number of the telephone whose programming you want to review. 3. Use BACK, SHOW and NEXT to navigate through the settings. Line profile Line profile allows you to view but not change the programming settings for each Norstar line. You can access Line Profile from any M7310 or M7324 telephone, even while you are on a call. 1. Press Ä¥¥ñéöä. 2. Enter the number of the line whose programming you want to review. 3. Use BACK, SHOW and NEXT to navigate through the settings. Pulse or tone dialing If your external lines use pulse dialing, you can switch temporarily to tone dialing to communicate with devices such as answering machines, to access the features that PBX systems may offer, or to use another Norstar system remotely. 190 / General System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Press £ while on an active line. Once you hang up, your telephone returns to pulse dialing. Disconnect supervision When Disconnect Supervision is assigned to a line, the Norstar system monitors it to detect if an external caller hangs up. This allows the system to release the line for other uses. Your installer or customer service representative assigns disconnect supervision. Hunt Groups Your Norstar system now allows you to establish Hunt Groups in your system. Hunt Groups are a group of Norstar sets that can be called by a single directory number. The Hunt Groups feature ensures calls are easily routed to the appropriate people. For more information on Hunt Groups see “Programming Hunt Groups” on page 133. Internal numbers Each telephone in the Norstar system has its own internal number. The length of internal numbers in your system can be from two to seven digits on a non-expanded system, and three to seven digits on an expanded system. All numbers in your system are the same length. Your installer or customer service representative sets the length of internal numbers (called the DN length). The default DN length is three. To find out your internal number, use the Button Inquiry feature (Ä¥â) on an intercom button. On the M7100 telephone, Button Inquiry shows your internal number followed by the function assigned to your single-memory button. General System features / 191 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Line assignment Any of the lines in your system can be assigned to any of your telephones. Your installer or customer service representative assigns lines to telephones in Configuration programming. Lines can be assigned to appear only, appear and ring, or to ring only. Usually, only the lines that are appropriate for a particular person appear at that person’s telephone. When a line is assigned to a telephone it is automatically given a line button on that telephone, if a button is available. The M7100 telephone has no line buttons for its lines. Calls on lines that ring but do not appear at a telephone are presented at an intercom button. You may be able to answer a call on a line that does not appear or ring at your telephone. To pick up such a call, use Call Pickup, Call Park, or Trunk Answer. A telephone may have buttons assigned for lines 001 to 003, but have only lines 001 and 002 programmed to ring as well. An incoming call on any of the three lines causes a line button indicator to flash, and the telephone can be used to answer the call. This is especially useful for people who monitor other telephone lines, but want only their own lines to ring. Target line A target line is used to route a call directly to a particular telephone or group of telephones. Target lines are used only for incoming calls. A single incoming line may provide connections to several different target lines. This allows each 192 / General System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 person or department in the office to have their own number without having a separate external line for each number. Line pools A line pool allows each telephone access to external lines from a group (or pool) of external lines. You can access such lines by pressing an intercom button and entering a line pool access code or by pressing a memory button programmed with the line pool feature code and a line pool access code. Overflow call routing If a call comes in for a target line that is busy, Norstar routes the call to the prime telephone for that target line. If there is no prime telephone assigned to the target line or if a call cannot be directed to a target line, the call goes to the prime telephone for the external line used. Overflow routing for incoming calls is used with the Routing Service programmed by your installer. A Service must be active for overflow routing to be in effect. Overflow routing is not available in normal service. Tip - The maximum number of target lines available in the fully expanded XC system is 192, and 128 on a DR 3.0 system. Tips - When you make a call and the programmed route is busy, you hear the expensive route warning tone and see a display indicating that an expensive route is being used. To avoid using the normal, expensive route, release your call. Because overflow routing directs calls using different line pools, a call may be affected by different line filters when it is handled by overflow routing. General System features / 193 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide M7100 telephone Because the M7100 telephone does not have line buttons, it sometimes works slightly differently from other Norstar telephones. Where other telephones can require that you select a line button to answer a call, on the M7100 telephone you simply pick up the receiver. Where other telephones require you to select a line button to take a call off hold, you press ú on the M7100 telephone. On M7100 telephones, you can answer a second call by pressing ú. Your active call is put on hold and you are connected to the waiting call. You can have no more than two calls at a time. The M7100 telephone cannot have a © button. When applicable, special instructions for the M7100 telephone are included with each feature description. Memory buttons Memory buttons are the buttons with indicators on the M7208, M7310, and M7324 telephones, and the dual buttons without indicators on the M7310 telephone. There is a single memory button, without an indicator, on the M7100 telephone. Memory buttons can be used as answer, autodial, line, and programmed feature buttons. Line, intercom and answer buttons must have indicators. 194 / General System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 One-line display The M7100 and M7208 telephones have a one-line display. Other Norstar telephones have a second line on the display which shows the functions of the three buttons directly below it. Some display buttons, such as TRANSFER and ALL, are simply shortcuts which are not available on a one-line display. Other display buttons, such as OK and SHOW, perform essential functions. For a one-line display telephone, use the following buttons instead of these display buttons. Substitutes for display buttons All displays listed in this book are shown as they appear on the two-line display. Prime line Your telephone can be programmed to select an internal or external line or a line pool automatically whenever you lift the receiver or press ©. This is your prime line. Display button Dial pad button OK ú QUIT ¨ ADD ¥ SHOW £ CANCEL £ VIEW £ OVERRIDE £ BKSP à General System features / 195 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Private lines A private line is exclusive to a particular telephone. Calls that are put on hold or left unanswered on a private line cannot be picked up at any telephone except the prime telephone. Volume bar The volume bar controls the volume of the receiver, telephone ringer, handsfree speaker, and headset. Press either end of the volume bar à to adjust the volume. Wall mounting Norstar telephones can be mounted on a wall. Contact the installer or customer service representative if you want to have any telephones in your system wall-mounted. 196 / General System features Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Troubleshooting Using the alarm telephone An alarm telephone displays Norstar’s system alarm codes, should they occur. It is a Norstar telephone with a two-line display (M7310 or M7324 telephones) that the installer or customer service representative has assigned as an alarm telephone. Reporting and recording alarm codes If an alarm message appears on the alarm telephone’s display: 1. Record the alarm number. 2. Press TIME and record the time displayed. 3. Call your installer or customer service representative and report the alarm code. 4. After speaking to your installer or customer service representative, press CLEAR. Displays Testing the telephone If you suspect something is wrong with a button, the speaker, the displays, or some other part of the Norstar telephone hardware, you can do a quick test to see which part of the telephone is broken. Report this alarm and the time it occurred to your installer or customer service representative. Alarm: 61-4-2 TIME CLEAR 198 / Troubleshooting Modular ICS 4.0 System Coordinator Guide P0881591 Issue 02 Testing the telephone display Use a display test if you suspect that one of the indicators on the telephone is not working. 1. Press Ä¡âÞ. The display reads Display test. 2. Press TEST or ú to go ahead with a display test. 3. Adjust the contrast for the telephone display so you are able to see the test results clearly. Enter a number to change the contrast or press DOWN and UP. 4. Press OK or ú to go ahead with the test. During the test, the display should be filled with solid, dark blocks and all the indicators next to the buttons on the telephone should be turned on. Any Busy Lamp Field (BLF) or CAP modules that are attached to the telephone should be completely lit. You lose any information that was showing on the BLF before the test started. Pressing any button ends the test. Tip - Ensure that the function of a button matches its label by pressing Ä¥âand then the button to see its function. You can end the telephone testing session anytime by pressing ¨ or Ä unless you are testing those buttons. The test feature times-out after 30 minutes of no activity. Troubleshooting / 199 P0881591 Issue 02 Modular ICS 4.0 System Coordinator Guide Testing the telephone buttons 1. Press Ä¡âÞ, then £ or NEXT. 2. Press TEST or ú to go ahead with a button test. 3. Press button to see its function. If the button you pressed uses an indicator, it should turn on when you test the button. 4. Pressing the ¨ button puts Rls button on the display briefly and returns you to the Button test display. Testing the speaker in the telephone handset The handset test is not available if you have a headset plugged into the telephone. 1. Press Ä¡âÞ, then £ or NEXT twice. The display reads Handset test. 2. Press TEST or ú to go ahead with a handset test. 3. Pick up the handset and listen. You should hear dial tone through the handset at a maximum volume.