ESI ivx e-class series Use and care manual

Administrator’s Manual
0450-0328
Rev. E

About ESI
ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. Founded in 1987, ESI
designs and builds innovative telecommunications products for businesses like yours. Because of their
powerful combination of value and features, ESI products are consistently recognized by industry publi-
cations and leaders.
Copyright © 2005 ESI (Estech Systems, Inc.).
IVX is a registered trademark of Estech Systems, Inc. Ethernet is a registered trademark of Xerox Corporation. Motorola and
ColdFire are registered trademarks of Motorola, Inc. Rayovac is a registered trademark of Rayovac Corporation. Act! is a regis-
tered trademark of Symantec Corporation. Goldmine is a trademark of Goldmine Software Corporation. Microsoft, Windows, NT
and Outlook are registered trademarks of Microsoft Corporation. Panasonic and DBS are registered trademarks of Matsushita
Electric Corporation of America. Novell and Netware are registered trademarks of Novell, Inc. Smart Jack is a trademark of Westell
Technologies, Inc.
Information contained herein is subject to change without notice.
ESI products are protected by various U.S. Patents, granted and pending.
ESI is an ISO 9001-certified company. Visit ESI on the Web at www.esi-estech.com.

Table of contents
Administrator programming: An introduction......................................................................................................A.1
Administrator’s duties...................................................................................................................................................................................A.1
Telephone system features.........................................................................................................................................................................A.1
Voice mail features.......................................................................................................................................................................................A.2
ACD features................................................................................................................................................................................................A.2
Feature Phone overlays ..............................................................................................................................................................................A.2
Programming basics....................................................................................................................................................................................A.3
System programming overview..................................................................................................................................................................A.3
Programming keys.......................................................................................................................................................................................A.4
Entering alphanumeric characters..............................................................................................................................................................A.4
System fixed numbering plan......................................................................................................................................................................A.5
Remote setting of day, night, holiday and auto modes.............................................................................................................................A.5
Function 1: System parameters .............................................................................................................................B.1
Function 13: Administrator password.......................................................................................................................................................B.1
Function 14: System clock ..........................................................................................................................................................................B.1
Function 17: System speed-dial..................................................................................................................................................................B.3
Function 3: Extension programming.....................................................................................................................C.1
Function 32: Extension feature authorization.............................................................................................................................................C.1
Function 37: RFID programming................................................................................................................................................................C.3
Function 5: Voice mail programming ....................................................................................................................D.1
Function 53: Guest/info mailboxes .............................................................................................................................................................D.1
Function 54: Group mailboxes and the broadcast mailbox......................................................................................................................D.2
Function 55: Message notification ..............................................................................................................................................................D.3
Function 56: Cascade paging mailboxes...................................................................................................................................................D.4
Function 57: Q & A mailboxes ....................................................................................................................................................................D.5
Function 6: Recording.............................................................................................................................................E.1
Function 61: Re-record system and auto attendant branch prompts......................................................................................................E.1
Function 62: Record directory names ........................................................................................................................................................E.2
Function 63: Message-on-hold (MOH) programming...............................................................................................................................E.3
Function 7: Reports .................................................................................................................................................F.1
Function 73: ACD department detail report ...............................................................................................................................................F.1
Feature description: SMDR.................................................................................................................................... G.1
Tabular SMDR format.................................................................................................................................................................................G.1
CSV SMDR format......................................................................................................................................................................................G.1
Reporting conventions and rules...............................................................................................................................................................G.2
Index

(This page included for pagination purposes only.)

IVX E-Class Administrator’s Manual Administrator programming: An introduction
A.1
Administrator programming: An introduction
You can program ESI’s IVX E-Class system (IVX 128e or IVX 72e) locally or remotely from a 48-Key Digital
Feature Phone or 24-Key Digital Feature Phone while the system is operating. You also can program using
ESI’s Esi-Admin, a Windows-based software application your ESI Reseller can provide.
Read the E-Class User’s Guide first. Programming features require a clear understanding of user
interface and application.
Administrator’s duties
The SystemAdministrator can perform the following tasks:
• Administering station assignments
• Managing station feature authorization
• Maintaining the employee directory (if it’s used)
• Re-recording system prompts
• Administering manual change of Day/Night mode (if required)
User assistance
Each ESI phone system’s Verbal User Guide includes all of the information printed in the User’s Guide
(except for special features). Additionally, the ESI system users’ Web site, www.esiusers.com, includes
all the information in the User’s Guide, and more.
Telephone system features
• ESI Feature Phones — Compact and stylish,yet rugged, each 48- or 24-Key Digital Feature Phone
includes a high-quality speakerphone, large and informative multi-functional display and a specially
designed key layout with several dedicated keys to minimize or eliminate the need to memorize codes.
ESI also offers the 12-Key Digital Feature Phone,which is similar in design and basic functions.
• Extensive help — ESI’s Verbal User Guide™uses spoken and displayed help prompts to help
everyone from the Installer through the Administrator down to the least experienced end user. Help is
easily accessible with one press of either the HELP key on the 48-Key Feature Phone or the
PROG/HELP combo key on the 24-Key Feature Phone or 12-Key Feature Phone. One can also
visit www.esiusers.com for up-to-date help.
• Enhanced Caller ID — Allows one-touch automatic message return.1
• Live call recording — Can record any conversation or personal memo, with moving or copying of
any recording to another user’s voice mailbox (see “Voice mail features,” page A.2).
• Call waiting — Includes helpful display, showing both calls’ Caller ID information, and easy one-key
toggling between calls.
• Conference calling — Includes four conference bridges, and a conference may contain up to four
parties, so the IVX E-Class system can support four conferences of four parties each. Analog phones
on the system also may initiate conferences.
• Esi-Dex™speed-dialing — Calls any number using four separate lists (personal, station, system
and — when Esi-Link is in use — location); uses Caller ID1information or direct keypad entries.
• Dedicated overhead paging interface — Allows for external paging through overhead speakers or
multi-zone paging units (amplification required).
1This and all other references to Caller ID service within this manual assume the end-user organization subscribes to Caller ID
service from its telephone service provider.

Administrator programming: An introduction IVX E-Class Administrator’s Manual
A.2
• Intelligent call forwarding — Lets users of compatible PRI-equipped ESI systems view the original
Caller ID data of a call forwarded to an off-premises phone.
• 911 alert — Provides immediate line access if any station with line access dials 9 1 1 to report
an emergency; sends a message via the serial port indicating the start date, time, station number and
end-time of the 911; also sounds a warning tone at the operator station and displays, for example:
911 CALL FROM
X102 JOHN JAMES
Important: Don’t make 911 calls using Remote IP Feature Phones. Because a Remote Phone isn't con-
nected directly to its local telephone network, one must use a regular phone connected locally,
not the Remote Phone, to make 911 or other emergency calls.(For more information, see the
documentation included with the Remote Phone.)
• Status indicator lamp — Indicates three conditions of the 24- or 48-Key Digital Feature Phone:
off-hook, ringing and new voice mail message.
• Esi-Link support — Allows an multi-site enterprise to network any combination of up to 100 com-
patible ESI phone systems (or ESI IP Gateways) across an IP-based network.
• Optional NSP (Network Services Processor) — Allows system programming via TCP/IP and can
be adapted to fit a variety of phone system configurations, small to large.
• Optional VIP™— Provides an optional, value-added interface to an NSP-enabled IVX E-Class system.
Delivers call control and unified messaging to Microsoft®Outlook®2000/2002/2003.
• Optional IVX Presence Management — Provides integrated building entry control, access control,
status indication, personal call routing, and (optionally) time and attendance management. To learn
more, see www.esi-estech.com/presence.
Voice mail features
• Eight message-on-hold recordings — Among these are three prerecorded tracks; also supports
live entry.
• Message Recycle Bin (undelete) — Remembers, and can restore, each mailbox’s 10 most recently
deleted messages
• Quick Groups™— Makes it easy to leave voice mail messages for several users.
• Quick Move™— Records a conversation into another user’s mailbox.
• Virtual Mailbox Key™allows easy monitoring of a second mailbox.
ACD features
• Routes calls within designated departments for quickest possible call answering.
• Uses Digital Feature Phone display to provide up-to-the-second information on queues and wait times.
Feature Phone overlays
Each ESI Feature Phone comes with one overlay for the programmable feature keys. To order addi-
tional overlays, visit the DESI™Web site at www.desi.com. You can also download the free Windows®-
based software, DESI Lite, which allows you to print on the overlays. For assistance with DESI prod-
ucts, please consult the DESI Web site.
Tip: Remember that ESI’s Esi-Admin software, available from your ESI Reseller, also lets you print on the
overlays as well as perform other programming tasks.

IVX E-Class Administrator’s Manual Administrator programming: An introduction
A.3
Programming basics
As mentioned earlier, you may program from any ESI 48-Key Digital Feature Phone or 24-Key Digital
Feature Phone in the system. Here’s how:
1. Press PROGRAM. The normal station programming menu prompt will begin to play. Press HOLD
to stop the prompt.
2. Enter the Administrator password1, followed by #. You are now in programming mode (during this
time, the extension will be automatically placed in DND).
3. Follow the system programming menu to program as you wish; and, when finished, hang up.
Note: The system will automatically exit programming mode after 10 minutes of inactivity.
Example: If yourAdministrator password is 864, enter programming mode by pressing
PROGRAM HOLD 8 6 4 #
(To exit programming mode, hang up.)
System programming overview
Once you’ve accessed programming mode on an appropriate ESI Feature Phone, the system will
prompt for — and confirm — each keystroke action via voice commands and the display. You program
both configuration data and recordings in the same manner.
Important: During programming, the 24-Key Feature Phone’s two-line display shares the same content with
the top two lines of the 48-Key Feature Phone’s three-line display. Therefore, to save space, this
manual’s sample displays show only two lines.
Don’t program using a 12-Key Feature Phone; its single-line display cannot show some informa-
tion you’ll need during programming.
The following menu showsAdministrator programming functions available on the IVX E-Class system:
1 System parameters
13 Administrator password
14 System clock
Set time/date
Automatic time setting
17 System speed dial
3 Extension programming
32 Extension feature authorization
37 RFID programming2
371 Access schedules
372 RFID tag programming
373 View RFID tag numbers
374 IPM parameters
5 Voice mail programming
53 Guest/info mailboxes
54 Group mailboxes
55 Message notification options
551 Station delivery options
552 Delivery/paging parameters
56 Cascade paging mailboxes
57 Q & A mailboxes
6 Recording
61 Record system prompts
62 Record directory names
63 MOH programming
631 MOH source
632 Record MOH
633 MOH volume
7 Reports
73 ACD department report
74 Voice mail statistics report
75 System speed-dial list
1Default is 4 5 6.
2Valid only if your ESI phone system has IVX Presence Management. If administering such a system, refer to the IVX Presence
Management Administrator’s Manual (ESI part # 0450-0795).

Administrator programming: An introduction IVX E-Class Administrator’s Manual
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Programming keys
During programming, the first line of the display will show the current item being programmed, and the
second line will be the entry line. You can enter values as directed by the combination of the voice
prompts and display. To enter multiple values, such as a list of extension numbers, separate each value
by #(to exit the list, enter # #).
To... Press ... What this does
Enter # Confirms new or existing entry and advances to next
programming step.
Back up (i.e.,
reverse direction)

Backs up to previous prompt without changing its value.
Delete HOLD Deletes data or recording.
Exit [Hang up] Exits programming mode and removes extension from DND.
Help HELP Provides more detailed instructions during programming.

(left-side
scroll key)
• During entry of a value, backs up.
• If a list is present (“>” is displayed), scrolls to left.
Select/scroll

(right-side
scroll key)
• Selects from options presented.
• If a list is present (“>” is displayed), scrolls to right.
• Inserts a space during entry of a name.
Note: Either <or >in the display indicates that additional choices orvalues are available by pressing a corre-
sponding scroll key (

or

).
Entering alphanumeric characters
You enter names for extensions and departments by pressing the dial pad key that corresponds to the
character to be entered. The key’s possible entries will change each time the key is pressed, and the
display will show this. When the desired character appears on the display, press #to confirm; the cursor
will move to the next character position. You may move the cursor left (to correct an entry) by pressing
the left scroll key (

) or move right (to add a space) by pressing the right scroll key (

).
Key Options Key Options
0 0, - (hyphen), _ (underline) 7 P, R, S, 7
1 Q, Z, 1, “_” (space) 8 T, U, V, 8
2 A, B, C, 2 9 W, X,Y, 9
3 D, E, F, 3

(left
scroll key) Backs up and erases
4 G, H, I, 4

(right
scroll key) Adds a space
5 J, K, L, 5 # [Enter]
6 M, N, O, 6 # # Ends the name
Example: To enter a B, press 2twice (the possible options to scroll through are A, B, C and 2). When Bis
displayed, press #to confirm; the cursor will move to the next character to be entered. To complete
the name, press # #.

IVX E-Class Administrator’s Manual Administrator programming: An introduction
A.5
System fixed numbering plan
Numbers Function Numbers Function
0 Operator 500 Broadcast mailbox
1–66 CO lines 501–516 Group mailboxes
100–183 User extensions 520–529 Cascade paging mailboxes
199 Overhead paging port 530–550 Recordable system prompts
290–299 Departmentnumbers 560–589 Feature codes
300–489 Guest/info mailboxes 590–598 MOH recordings
490–499 Q & A mailboxes 600–699 System speed dial
700–799 Esi-Link locations
Remote setting of day, night, holiday and auto modes
Normally, the system’s day/night mode operation will be manually controlled at an ESI Feature Phone
and/or set to follow the day/night mode tables (programmed by the Installer) automatically. In addition,
the Administrator can remotely change the mode and/or re-record the holiday greeting to handle unex-
pected closings such as for inclement weather.
Remotely logging into the system with the Administrator password lets the caller re-record the ID 1
greetings (day, night, day2 and night2) and the holiday greeting, as well as change the mode to
day/night/holiday/day2/night2 (or auto).
1. At the main greeting, enter


4 5 6 # — or


[the new password] #— to enter remote
programming mode.
2. You’ll hear prompts that will allow you to change the answer mode (day, night, day2, night2, holiday
or auto) and/or to re-record the holiday greeting and the main greeting (ID 1). Follow the prompts to
perform the desired operation.
3. Exit by pressing

and hanging up.
Prompts for remote settings: an outline
1 Set answer mode
1 Day mode
2 Night mode
3 Holiday mode
4 Use day/night table*
5 Day2 mode
6 Night2 mode
2 Record holiday main greeting
3 Record daytime main greeting
4 Record nighttime main greeting
5 Record day2 main greeting
6 Record night2 main greeting
Note: If the system is answered live and call is then routed to a mailbox., the Administratorcan press 8to
return to the main greeting and then follow the steps for making remote settings.
*This is used if the Installer has programmed an automatic calendar.

Administrator programming: An introduction IVX E-Class Administrator’s Manual
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