GCT TeleCraft TC-308 User manual

TeleCraft™
Hybrid Key Telephone Communication System
Features and Capabilities
Version 6.02
Models:
TC-308, TC-616
TC-308-VM, TC-616-VM
TC-616-NHR, TC-616-NHR-VM

About This Manual
We wrote this manual with you, the System Administrator, in mind. It describes TeleCraft’s
features in detail and includes installation instructions.
Considerable efforts have been devoted to writing it without including too many technical terms.
Nevertheless, a few such terms are included. Therefore, we suggest that you read the Glossary
before continuing.
We hope that reading, understanding, and using this manual will prove to be relatively easy tasks.
Document Conventions
Parameters This typeface is used to indicate
a TeleCraft programming parameter.
{information} Curly brackets include information you
key-in when you program TeleCraft.
Examples This typeface is used in all of the examples.
GENERAL COMPUTER TECHNOLOGY (GCT) MAKES NO WARRANTY OF ANY KIND WITH
RESPECT TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
General Computer Technology shall not be liable for errors contained herein or for incidental
consequential damages in connection with the furnishing, performance, or use of this material.
No part of this document may be reproduced or transmitted in any form or by any means, for any
purpose, without the prior written consent of GCT. Information in this document may change
without notice.
Copyright ©1996-2006 by General Computer Technology.
All Rights Reserved.
Printed in the United States of America.
Document No. GCT-280-0606
GCT and TeleCraft are trademarks of General Computer Technology.
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Table of Contents
TeleCraft Features and Capabilities .............................................................................................................5
Basic definitions..................................................................................................................................5
The Equipment ....................................................................................................................................5
Lines, ports and expansion.................................................................................................................5
Telephone types.................................................................................................................................5
FAXes, modems, door-units, etc........................................................................................................6
Caller ID..............................................................................................................................................6
Operator Console ...............................................................................................................................6
Power failure.......................................................................................................................................7
What is the Automatic Attendant?......................................................................................................7
What is voice mail?.............................................................................................................................7
Public announce.................................................................................................................................7
Extension Numbers and Hunt Groups..............................................................................................7
Extension numbers.............................................................................................................................7
Hands free ..........................................................................................................................................8
Special extension: Automatic Attendants...........................................................................................8
Special extensions: Operator Console controls .................................................................................8
Special extensions: Public Announcement.........................................................................................8
What is a hunt group?.........................................................................................................................9
TeleCraft’s hunt groups......................................................................................................................9
Hunt Group 0......................................................................................................................................9
Hunt modes ........................................................................................................................................9
Service Modes.....................................................................................................................................9
The back-up concept ........................................................................................................................10
Calling Features ................................................................................................................................10
Direct extension dial (intercom calls)................................................................................................10
Direct line selection...........................................................................................................................10
Dial “9” for external line.....................................................................................................................10
Automatic “9” Insertion......................................................................................................................11
Dial “8” for external line.....................................................................................................................11
Call pick-up.......................................................................................................................................11
Disallow call pick up..........................................................................................................................11
Call hold, park...................................................................................................................................11
Hunt hold, call queuing.....................................................................................................................12
Call transfers.....................................................................................................................................12
Transfer to voice mail .......................................................................................................................12
Call forwarding..................................................................................................................................12
Hunt forwarding ................................................................................................................................12
Port overflow.....................................................................................................................................12
Speed dialing....................................................................................................................................13
Automatic dialing, door entry............................................................................................................13
Conference calls...............................................................................................................................13
Call recording....................................................................................................................................13
Barge-in ............................................................................................................................................13
High speed lines...............................................................................................................................14
Music on hold....................................................................................................................................14
Incoming Calls...................................................................................................................................14
Ring all consoles...............................................................................................................................14
Ring a hunt group.............................................................................................................................14
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Ring a port........................................................................................................................................14
Route to the Attendants....................................................................................................................15
Route to a mailbox............................................................................................................................15
Connect to an external line...............................................................................................................15
No answer.........................................................................................................................................15
Out-going and In-coming Call Restrictions....................................................................................15
Toll restrictions: calling lists..............................................................................................................15
External line lists...............................................................................................................................16
External lines: out-going calls...........................................................................................................16
External lines: incoming calls ...........................................................................................................17
External lines: incoming calls override .............................................................................................17
Special Functions..............................................................................................................................17
Door unit...........................................................................................................................................17
Message waiting...............................................................................................................................17
Counters and Timers ........................................................................................................................17
Maximum number of rings................................................................................................................17
Flash duration...................................................................................................................................18
Incoming ring delay...........................................................................................................................18
Recall time........................................................................................................................................18
CO to CO time limit...........................................................................................................................18
Real Time Clock ...............................................................................................................................18
Voice Mail and the Automatic Attendants ......................................................................................18
TeleCraft mailboxes..........................................................................................................................18
Attendants’ main messages .............................................................................................................19
Default routing ..................................................................................................................................19
Two co-located businesses..............................................................................................................20
Dialing errors ....................................................................................................................................20
Repeating the Instructions message................................................................................................20
Voice mail prompts...........................................................................................................................20
Voice mail notification.......................................................................................................................20
Bypassing the Attendant...................................................................................................................21
The Attendant benefits......................................................................................................................21
Retrieving and Managing Your Voice Mail .......................................................................................21
Programmability: Meeting Your Needs...........................................................................................21
Behind PABX / Centrex Operation...................................................................................................21
Glossary of Terms.......................................................................................................................................22
Allowed List.......................................................................................................................................22
Automatic Attendant .........................................................................................................................22
CO Line.............................................................................................................................................22
External Line.....................................................................................................................................22
Extension numbers...........................................................................................................................22
Hunt Group.......................................................................................................................................22
PABX ................................................................................................................................................22
PBX...................................................................................................................................................22
Phantom mailbox..............................................................................................................................23
Port ...................................................................................................................................................23
Two-wire...........................................................................................................................................23
Environmental Specifications......................................................................................................................24
Index............................................................................................................................................................26
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TeleCraft Features and
Capabilities
This manual provides a general description of TeleCraft’s features and capabilities. Refer to
the Installation and Programming manual for details.
Basic definitions
External line or “CO line”. This is a telephone line that comes from the telephone
company.
Port, station, extension. These terms are used interchangeably. A port is the telephone
connector in TeleCraft that can accept the telephone cord coming from your own
telephone equipment. A port can accommodate telephones, FAX machines, answering
machines, credit card readers, and any other communication equipment located in your
office.
Operator Console (DSS, BLF). This unit provides a visual display of line and station
status. It also allows you to communicate with others “hands free”. Note that the Operator
Console does not have a keypad nor a handset. It complements your existing telephone.
Service mode. TeleCraft provides two service modes: the business-hours mode (also
referred to as the day-time mode), and the night mode. The night mode is also activated
during your lunch break.
The Glossary of Terms at the end of this manual defines additional useful terms.
The Equipment
Lines, ports and
expansion
TeleCraft’s smallest configuration, the TC-308, provides 3 CO lines and 8 extensions. The
TC-616 comes with 6 CO lines and 16 extensions. You can upgrade the TC-308 to the
TC-616 by adding an expansion card.
Telephone types
TeleCraft operates with our multi-button display phones as well as virtually any two-wire
analog telephone. Our multi-button phones are easier to use since they have dedicated
buttons that automate your operation. More information is provided in the telephone’s
manual.
Two-wire analog phones are the common telephones that can be purchased anywhere
and are used in many offices and homes. Many of them are cordless and almost all of the
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recent phones are caller ID compatible. Similarly, these telephones need the message-
waiting lamp to receive the message-waiting signal from TeleCraft’s voice mail unit.
These phones should have FSK and/or stutter dial tone message waiting capability.
TeleCraft does not impose any requirement on the telephones, except the ability to
generate touch-tone DTMF signals (60ms or longer) and operate at PBX voltages! Note
that if callers without touch-tone telephones call your organization, TeleCraft can connect
them directly to the operator.
FAXes, modems,
door-units, etc.
TeleCraft is compatible with answering machines, FAXes, modems, credit card readers,
door and gate openers, hands free telephones, door phones, caller ID boxes, and analog
controllers. These devices may be connected to any TeleCraft port. When you connect
high-speed modems, they should be connected to ports 6 and 7 only.
Caller ID
Caller ID allows you to identify the caller before picking up a ringing telephone. Call
waiting caller ID allows you to identify callers while you are already talking on the phone.
TeleCraft supports type I and type II caller ID but your telephone company must send the
caller ID information. The Automatic Attendants do not interfere with it.
Operator Console
TeleCraft’s Operator Console provides a visual display of line and station status. The CO
line status bi-color LEDs tell you when the line is free, ringing, busy, or on hold. The LED
changes from red to green only when you are on this line. The station LEDs are red and
indicate whether the extension is busy or not.
LINE STATUS LED DISPLAY COLOR
Available OFF
Ringing Ring pattern
RED
On hold Fast blinking RED
Busy ON RED
Busy (I am on this line) ON GREEN
Note that the Operator Console does not have a keypad nor a handset. It complements
your existing telephone.
In addition, the console allows you to communicate with others “hands free” via its
speaker and microphone. The console is also used for public announce. All of the
consoles connected to the telephone system sound an alert after which you may
announce your message. While announcing, nobody can talk back to you.
The speaker is also used to alert you that a CO line is ringing. This feature can be
disabled at your discretion.
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Power failure
In case of power failure, ports 6 and 7 automatically connect to external lines 0 and 1.
GCT strongly recommends the use of a UPS (Uninterruptable Power Supply) to ascertain
continuous operation during a power failure as well as to prevent malfunctions.
What is the
Automatic
Attendant?
The Automatic Attendant is the part of your telephone system that automatically answers
incoming calls instead of the operator. When a CO line rings, the Automatic Attendant
promptly answers with a pre-recorded message. You can use the default message or
record your own message, thus providing a level of personal service to your callers. A
typical message may be:
“Thank you for calling GCT. If you know the extension number you wish to reach, please
dial it now. Otherwise, dial 2 for Sales, 3 for Customer Service, or 4 for Technical
Support. Press 0 or stay on the line for the operator.”
Of course, your message may be different, but it should be as short as possible and not
longer than 2 minutes. Once the callers make a touch-tone selection, the Automatic
Attendant connects them to the extension.
What is voice mail?
Voice mail is the part of your telephone system that stores voice messages and notifies
you when new messages arrive. Voice mail and the Automatic Attendants use the same
hardware but perform different functions!
Mailboxes are user programmable. TeleCraft allows you to record your own message
prompting the callers to leave you a message. You can also program your mailbox to
notify you via your cell phone and/or pager as soon as a message arrives. The voice mail
notifies you once or repeatedly until you hear all of the new messages.
Public announce
TeleCraft offers two Public Announce methods: power announce and TC-6000
announce. Power announce requires an external audio power amplifier and speakers.
The speakers may be installed throughout your office. The TC-6000 public announce
uses all of the consoles in the office. Thus only people with the console may hear your
announcement.
Extension Numbers and Hunt Groups
Extension numbers
Each station has its own 3-digit extension number. All extension numbers start with “1”.
The first is 100 and the last is 115.
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Extensions 116 to 125 are used for phantom mailboxes. Dialing any of these extensions
immediately transfers you to the corresponding mailbox.
Note that the first port is “port 00”; the second one is “port 01”; etc. The last port in
TeleCraft TC-308 is “port 07” while the last port in TeleCraft TC-616 is “port 15”. You
cannot change port numbers.
The extension assignment is very simple. Port 00 is extension 100; port 01 is extension
101; and so on. See “Hands Free” below for hands free extension numbers.
Hands free
When the Operator Console is connected you can converse with anyone in the office
without them having to use the telephone receiver.
The console connected to extension 100 is activated by dialing *100. Similarly, the
console connected to extension 101 is activated by dialing *101 and so on. TeleCraft
sends an alert signal to the console prior to activating it in order to notify the recipient that
a “hands free” call in coming in. The VOLUME lever must be HIGH to hear the signal. All
hands free conversations are limited in time. Note that when you are on the phone
nobody can activate your Operator Console.
Special extension:
Automatic
Attendants
Extension number 180 is reserved for the Automatic Attendant in business 1 mode.
Extension number 181 is reserved for the Automatic Attendant in business 2 mode.
These extensions are not accessible from outside the office. See Voice mail and the Auto
Attendants later on in this manual.
Special extensions:
Operator Console
controls
Extensions 190 to 193 control the console. Please see the console manual for further
details.
Special extensions:
Public
Announcement
Extension number 199 is reserved for power public announcements. The traditional way
of public announcement requires connecting your PABX to an audio amplifier. The
amplifier, in turn, is connected to several loudspeakers that are distributed throughout the
office. Dial 199 to activate this mode of announcement.
Extension number 198 is used for public announcements using the TC-6000 console.
Your 198 announcements engage all of the consoles connected to non-busy telephones.
The VOLUME lever must be HIGH to hear the announcement.
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What is a hunt
group?
A hunt group is a method of connecting to anybody in the group whose telephone is not
busy. Sometimes you call an organization to talk with anyone in a certain group within
that organization. For example, you need to talk with a representative in Customer
Service. For simplicity, this group is assigned a single digit number. Once the caller dials
this single digit extension, the call is automatically routed to the first available
representative. Note that all of the Customer Service representatives still retain their
individual extension numbers, so callers can reach each Customer Service
representative individually.
When a ringing telephone in a hunt group is not answered, the call is routed to the back
up selected for this hunt group. Note that it is not routed to the next available telephone in
the hunt group.
TeleCraft’s hunt
groups
TeleCraft supports 6 hunt groups: 0, 2, 3, 4, 5 and 6. Note that “1” is NOT a hunt group
since all extension numbers start with “1”.
A hunt group can have up to 4 ports assigned to it. Any port can be included in any hunt
group. Any port may be included in more than one hunt group. If you do not assign any
port to a hunt group, the hunt group becomes empty.
Hunt groups allow for single-digit dialing. You can create a hunt group with a single
telephone in that group.
Hunt Group 0
Hunt group “0” is always treated as the Operator. All unresolved calls are directed to hunt
group 0.
Hunt modes
TeleCraft supports two hunt modes: sequential and broadcast. In the sequential mode,
the first non-busy telephone in the hunt group rings. In the broadcast mode, all of the
telephones in this hunt group ring simultaneously. Each individual hunt group can operate
in either mode.
Service Modes: Day or Night
TeleCraft provides two service modes: the business-hours mode (also referred to as the
day-time mode), and the night mode. The night mode is not limited to the nighttime. It can
be activated during your lunch break as well.
Program each service to suit your communications needs. For example, the back up for a
hunt group can be changed from the live operator to the voice mail system during your
lunch break.
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Switching between the day and night modes can be automatic or manual. In the manual
mode, you have to manually switch TeleCraft between the two services. In the automatic
mode, TeleCraft switches services at the times you specify at Installation or any
subsequent re-programming (you set the internal clock and specify the times to enter and
exit each service mode). Note that you can manually switch modes even when the
system is in the automatic switching mode. TeleCraft stays in the selected mode until you
change it again.
The Back-up Concept
Each port and hunt group have their associated back-up option. This option is used in
three cases: (a) when the port or hunt group is busy, (b) when there is no answer, and (c)
when “forwarding” is activated. The back up can be one of the following:
1. A hunt group,
2. An extension,
3. The Automatic Attendants,
4. Voice mail,
5. An external telephone number (the number must be entered in one of the Speed Dial
numbers), or
6. No back up. In this case, the backup may be the operator.
Note that calls originating from within your office are not allowed to use option 5. In this
case, TeleCraft routes the call to the operator. In most cases, when the back up is busy,
the call is routed to hunt group 0. If hunt group 0 is busy as well, the caller hears the busy
signal or gets disconnected.
Calling Features
TeleCraft provides its users with a convenient set of calling features as described below.
Direct extension dial
(intercom calls)
From any extension, lift the telephone receiver, wait for the intercom dial tone, and
directly dial the destination extension number.
Direct line selection
When you need to dial an external number, just press LINE 1, LINE 2, etc. to get any of
your outside lines (the optional Operator Console is needed).
Dial “9” for external
line
Press 9 to get an external line. TeleCraft automatically selects the first free line and you
hear the line’s dial tone. You hear the busy signal when there is no free external line.
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Automatic “9”
Insertion
You can program any port to automatically dial “9” when the receiver is lifted. If an
external line is available, you hear the line’s dial tone. Otherwise, you hear the error tone
followed by the internal dial tone.
When the automatic 9 insertion option is selected, make internal calls by pressing FLASH
to receive the intercom dial tone. Pressing FLASH does not change the operating mode.
The next time the receiver is lifted, you’ll still connect to an external line.
Dial “8” for external
line
When there is a need to select a specific line, press “8” followed by the line number
requested. For instance, to request line 3, lift the receiver and dial “83”. If line 3 is
available, you will hear the line’s dial tone. Otherwise, you will hear the busy signal.
Call pick-up
You can pick-up any ringing telephone from your office. Just press PICK UP ANY on your
feature phone, or press * 7. Note that you can selectively prevent picking up calls. See
below.
Disallow call pick up
Calls destined to FAX machines or to extensions that require extreme privacy should not
be picked up. This feature disables picking up such calls.
Call hold, park
This feature allows you to put callers on hold, and while on hold, they listen to music.
TeleCraft offers two hold types: exclusive and public (also called “call park”). Any time
you press the FLASH key; the outside call is put on exclusive hold. Now you can transfer
the call, create a conference call, convert it to public hold, or just press the FLASH key
again to retrieve the call and continue the conversation.
The PBX HOLD button puts callers on public-hold (call park). You can then hang up
knowing that the caller is on-hold listening to music. The Consoles throughout the office
show this line as “on-hold” allowing anybody to press the corresponding LINE button and
pick-up the call. Note that if you do not have a console, TeleCraft lets you know which
line is on-hold by supplying several beeps denoting the line number.
Most telephone sets have a Hold or Mute button. This button only mutes its microphone
and does not supply music on-hold. TeleCraft is unaware of this type of hold. You must
use the HOLD button as indicated on the printed label.
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Hunt hold, call
queuing
This feature allows you to put new callers on hold when all ports in this particular hunt
group are busy. As soon as the first port becomes available, it receives the call. If any
port is available but does not respond to a call, TeleCraft routes the call based on the
hunt’s back up.
Before putting callers on hold, TeleCraft plays a message informing them that they can
press a key to make a different selection or just wait. The message repeats itself every
45 seconds. Callers on hold listen to music.
Call transfers
You can directly transfer all conversations with external lines to anybody, and then hang
up. While transferring, the transferred line is put on hold and may listen to music.
You can also transfer with privacy: put the call on hold (press TRANSFER or FLASH),
converse with the third party, and if the third party agrees to receive the call, just hang up.
Otherwise, press FLASH again to be re-connected with the person on hold.
Of course, you can also put the caller in PARK, hang up and use the public announce
system to ask somebody to pick up the call.
Transfer to voice
mail
You can transfer all conversations involving external lines to any voice mailbox.
Call forwarding
When call forwarding is activated, TeleCraft immediately re-routes all calls destined to
this phone according to the back up selected.
Hunt forwarding
You can divert (forward) calls from any hunt group to its back up. It is similar to “do-not-
disturb”. Hunt group forwarding can be activated and de-activated by entering the
Programming mode. In addition, the operator at extension 100 can do it without entering
Programming. This feature is useful when the operator needs to leave for a short while.
You can activate hunt forwarding anytime regardless of the operating mode (day or
night).
Port overflow
When a phone is busy, TeleCraft can route calls to an alternate port before considering
the back up. The alternate phone is the one with port number sequentially following the
busy phone. For example, assume that your 2-line telephone is connected to ports 05
and 06. When port 05 is busy, all calls are routed to port 06. When port 05 is unattended,
the calls are routed based on port 05’s back up, but if port 05 is busy and you do not
TeleCraft Telephone Systems Page 12

answer port 06, than the calls are routed based on port 06’s back up. If both ports are
busy, port 05’s back up is used.
Speed dialing
TeleCraft stores up to 50 telephone numbers and re-dial them from memory. The first
speed dial number is 700 and the last one is 749. Each speed dial number stores up to
40 digits and may include a calling sequence, credit card number, entry codes, etc.
For example, if you programmed speed dial number 710 to dial 1-310-575-1508.
Pressing 710 causes TeleCraft to automatically select an external line and dial
1-310-575-1508. Of course, if the area code is not needed, it should not be entered.
Automatic dialing,
door entry
You may program any port to automatically dial any internal or external number
immediately after you lift the receiver. This feature is especially helpful for door entry
systems. Once a guest lifts the receiver, the designated telephone(s) ring, and you may
let the guest in.
Note that in this mode, the port cannot perform call transfers, call pick-up, etc.
Conference calls
You create a conference call by adding any internal extension or external telephone to an
on-going conversation. Due to loss of signal levels, GCT suggests limiting the number of
participants in the conference call. You cannot create a conference call unless at least
one of the parties is external.
Call recording
Call recording allows you to record a call with any outside person. TeleCraft plays a
message informing you that the call is being recorded and suggests that you may hang
up to prevent recording. This call is sent to your mailbox as a new message. You can
limit the duration of call recording. See the Installation and Programming Manual.
Barge-in
In emergencies, you can join any conversation that involves an external line. The
duration of this barge-in is limited to 12 seconds.
You can barge-in to any conversation that involves external lines. You should follow the
code of conduct in your organization before using this feature. Certain TeleCraft versions
further restrict the use of this feature.
Step-by-step:
1. Lift your telephone receiver, and wait for the intercom dial tone.
2. Press "8" followed by “911” followed by the external line number to connect to.
TeleCraft Telephone Systems Page 13

3. Hang up when done.
High speed lines
Many modem manufactures suggest that high-speed modems should be connected
directly to the external lines thus excluding these lines from the pool of shared lines that
connect to the PBX.
TeleCraft allows you to share these lines by providing high-speed connectivity between
the external lines and the modems. Note that only two ports can access high-speed
external lines.
Music on hold
Callers on hold can listen to music. Music is externally supplied via the audio jack in the
back of your TeleCraft unit. Note that instead of music, you can feed any other audio that
may, for instance, inform the party on hold about additional services provided by your
company.
Incoming Calls
Any external line has its own individual call handling assignment. For example, external line
1 may be “private” and all calls arriving on this line are routed to its owner. Lines that are
“public” are routed to the operator, Automatic Attendants, a hunt group, etc.
When a call comes in, TeleCraft sends a signal to all Operator Consoles to ring
regardless of incoming call routing.
TeleCraft can do any of the following:
Ring all consoles
When a call comes in, TeleCraft sends a signal to all Operator Consoles to blink the
corresponding LED, and to activate the “ringing” sound. This “ringing” sound may be
disabled individually. You may answer this incoming call by pressing the LINE button
corresponding to the ringing line.
Ring a hunt group
TeleCraft routes any call arriving on this external line to the hunt group you have
associated with this line.
Ring a port
TeleCraft routes any call arriving on this external line to the port you have associated with
this external line. This assignment is helpful if a private line is needed, and for FAX
machines.
TeleCraft Telephone Systems Page 14

Route to the
Attendants
TeleCraft routes any call arriving on this external line to the Automatic Attendant. You can
specify business1 mode or business 2. TeleCraft does not answer the line when all of the
Automatic Attendants are busy.
Route to a mailbox
TeleCraft routes any call arriving on this external line to a mailbox
Connect to an
external line
In this mode, any call arriving on this external line causes TeleCraft to select an
additional external line, dial an external telephone, and connect both lines together. The
telephone number must be stored in one of the Speed Dial numbers. This method is
called “call bridging”.
No answer
In this mode, incoming calls are ignored. Note that all of the consoles still show that the
line is ringing and you can answer the call as explained earlier in “Ring all consoles”.
Out-going and In-coming Call Restrictions
Calling restrictions apply to out-going calls as well as incoming calls. Each telephone is
assigned a restriction level allowing or disallowing making toll calls. In addition, you can
allow placing toll calls only on certain external lines.
TeleCraft also allows you to prevent routing certain incoming calls from reaching selected
extensions.
Toll restrictions:
calling lists
Telephone numbers have the following components: a 3-digit area code, followed by a 3-
digit prefix, followed by 4 digits.
You can allow dialing certain area codes while disallowing all the rest. On the other hand,
you can disallow dialing certain area codes while allowing all the rest. TeleCraft also lets
you disallow calls based on their 3-digit prefix.
You can compose 4 calling lists called Allowed List 1, Allowed List 2, Disallowed
List 1, and Disallowed List 2. Each list can have up to 8 entries and each entry can be
up to 4 digits long. When placing out going calls, the first, and/or second, and/or third,
and/or fourth digits can be monitored. Thus you can monitor area codes, prefixes and/or
calling sequences starting with the “*” key.
TeleCraft Telephone Systems Page 15

You can program each port in your TeleCraft unit to have one of eight calling privileges.
Note that regardless of the restriction level, you cannot block calls to 911.
1. No restrictions.
The port can make any call.
2. Internal calls only.
The port can make internal (intercom) calls only. Any call that requires an external
line (except 911) is blocked.
3. Allowed list 1.
Calls within your area code, and calls matching your allowed list 1 can proceed.
4. Allowed list 2.
Calls within your area code, and calls matching your allowed list 2 can proceed.
5. Allowed lists 1 and 2.
Calls within your area code, and calls matching your allowed list 1 or allowed list 2
can proceed.
6. Disallowed list 1.
Calls matching your disallowed list 1 cannot proceed. You cannot block calls to 911.
7. Disallowed list 2.
Calls matching your disallowed list 2 cannot proceed. You cannot block calls to 911.
8. Disallowed lists 1 and 2.
Calls matching your disallowed list 1 or 2 cannot proceed. You cannot block calls to
911.
External line lists
You can compose 4 external line lists as follows.
•Any list can include up to 6 external lines.
•Any external line can be included in any list
•Any external line can be included in more than one list.
Every port is associated with one of the external line lists for (a) making outside calls, and
(b) receiving calls from outside. A port can use the same list for incoming and out-going
calls, if desired.
External lines: out-
going calls
Every port is associated with one of the external line lists for the purpose of making
outside calls.
For example, port 00 may be associated with list 1, and port 01 may be associated with
list 2. List 1 may include all available external lines while list 2 may include external line 3
only. Thus port 00 has access to all external lines while port 01 is allowed to make out-
going calls only on external line number 3.
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External lines:
incoming calls
Every port is associated with a list of external lines that are allowed to route calls to it. For
example, port 00 may be associated with list 1, and port 01 may be associated with list 2.
List 0 may include all available external lines while list 2 may include external line3 only.
Calls arriving on any external line can be routed to port 00, while only calls arriving on
external line 3 can be routed to port 01. This feature is necessary to provide total
separation when an external line is associated with the Automatic Attendants.
External lines:
incoming calls
override
Note that you can override this feature on a call-by-call basis. Assume that port 10 cannot
receive calls from any external line. Also assume that port 00, which is the Operator, can
receive calls from any external line. The Operator may transfer the calls to port 10 at will.
Note that this procedure has the added advantage of getting permission prior to the call
transfer.
Special Functions
Door unit
Very often businesses have a locked door or gate. Guests just pick up the door telephone
receiver in order to communicate with the receptionist. TeleCraft’s automatic dial feature
causes the telephone to dial an extension number or a hunt group when the guest lifts
the receiver.
Message waiting
When callers leave messages, the internal dial tone stutters, and the message waiting
light on your phone, if available, turns ON. After you hear all of your new messages,
TeleCraft deactivates the stutter dial tone and turns the light OFF. The System
Administrator may disable the stutter dial tone anytime.
Counters and Timers
Maximum number of
rings
When you do not pick-up a ringing telephone within less than a pre-programmed number
of rings, TeleCraft treats the phone as unattended. This pre-programmed number is
called the “maximum number of rings." You can program it to be between 1 and 9 rings.
Once TeleCraft detects that a telephone is unattended, it uses its back up to re-route the
call.
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Flash duration
Many functions require you to press the flash key that sends a signal to TeleCraft for a
certain time period. This time period is normally 0.6 second but some telephone
manufacturers extend it. TeleCraft must be aware of any extended time period in order to
prevent interpreting it as “disconnect”. Therefore, TeleCraft must be programmed for the
longest flash time period supplied by your phones. You should be careful not to set it to
a high value!
Incoming ring delay
This is the number of rings TeleCraft has to receive before responding to an incoming
call. Note that setting it to 2 or more causes TeleCraft to loose the caller ID information.
Recall time
TeleCraft monitors the on-hold duration to prevent “forgetting” calls. If a call is on hold for
too long, TeleCraft automatically routs it to the operator at hunt group 0. Thus, the Recall
time is the maximum time a call can be on hold.
CO to CO time limit
You can limit the duration of conversations that require an external line to be connected
to another external line.
Real Time Clock
TeleCraft keeps record of the time-of-day and day-of-the-week. This is used to “time-
stamp” voice mail messages. It is also needed for switching from the NIGHT service mode
to the DAY service mode and vise versa. Note that (1) mode switching can be automatic
or manual, and (2) you need to set the clock after power fail.
Voice Mail and the Automatic Attendants
TeleCraft mailboxes
Each extension and hunt group has its own mailbox. Thus, extension 100 owns mailbox
100; extension 115 owns mailbox 115; hunt group 0 owns mailbox 0, and so on.
TeleCraft also offers you 10 additional mailboxes from 116 to 125. These mailboxes are
called “phantom mailboxes”. Phantom mailboxes support “remote” employees that work
from home or from any other location. When you dial extension 116, for example,
TeleCraft immediately activates voice mailbox 116 since extension 116 does not exist.
TeleCraft also provides two information-only mailboxes. These mailboxes play your pre-
recorded messages without allowing callers to leave messages. Informational mailboxes
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are useful in providing information like your web site address, fax numbers, business
hours, mailing addresses, etc. When the attendant plays the greeting or the instructions
messages, press 81 to hear the first mailbox or 82 to hear the second. Callers hear the
Instructions message following any of the informational mailboxes.
Pressing 80 activates the employee directory as explained in Dial by Name below.
Attendants’ main
messages
When you direct arriving calls to the Automatic Attendant, the Attendant activates the
DAY or the NIGHT greeting depending on the time the call arrives. The default DAY
greeting is: “Thank you for calling.” And the default NIGHT greeting is: “Sorry we missed
your call.” but you can record any other messages. The greeting message is played only
once right after TeleCraft answers the call. When callers do not press any key, the
DIALING INSTRUCTIONS message is activated.
During playing any of the Automatic Attendant main messages and for several seconds
afterwards, callers can dial as follows:
Direct dialing: In most cases, the callers dial an extension (100 to 115), a hunt group (0,
2 to 6) or a phantom mailbox (116 to 125).
Dial by name: Callers can enter 80 to dial by name using the employee directory.
TeleCraft then prompts them to enter the first 3 letters of the first or last name and then
plays back the matching extension numbers along with the employee’s name. Note that
although TeleCraft prompts them to enter 3 digits, they may enter only two.
TeleCraft does not inform the callers about dialing by name thus it is up to the System
Administrator (the SA) to decide whether to inform callers about it. The DIALING
INSTRUCTIONS that you record may direct the callers to select this feature. A typical
message may include: “… or press 80 to dial by name.”
Dial your information only mailboxes: Callers can access two informational boxes by
dialing 81 or 82. These mailboxes provide for supplemental routine information like your
mailing or web site address, fax numbers, business hours, etc. Note that TeleCraft
messages do not inform the callers of these informational mailboxes.
Thus, an all-inclusive DIALING INSTRUCTIONS message may be:
“If you know your extension number, dial it now. Press 2 for Sales, 3 for Support, or 4 for
Accounting. Press 80 to dial by name, 81 for our mailing address, or 82 for our web site.
Press 0 or remain on the line for the operator.”
Default routing
Callers normally make a selection while the main messages are playing or within several
seconds after they have ended. When callers do not make a selection, TeleCraft routes
the call to the Attendant’s default routing.
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Two co-located
businesses
The Automatic Attendants support two co-located businesses by providing each business
with its own set of messages. Thus each business is associated with its own Day
greeting, Night greeting, and an Instructions message. When you route a call the to
Attendants, you need to specify whether it is in business 1 or business 2 mode. The
informational mailboxes, if used, are common.
Dialing errors
TeleCraft verifies that every extension number dialed is valid. When callers dial an invalid
extension, the Automatic Attendants play the error message and then the Instructions
message. Note that the Automatic Attendants do not play the greeting message again.
Repeating the
Instructions
message
Callers press 9 to repeat the Instructions message. It is important to note that when
callers do not dial any extension, the message does not repeat and the call is routed to
the default destination. TeleCraft limits the number of times it repeats this message.
Voice mail prompts
Callers arriving at your mailbox hear the default message that is “Please leave a
message for mailbox <mailbox number>”. This message can be replaced with your own
message, if you wish to record one. Then, TeleCraft plays additional instructions directing
the callers to leave a message after the beep.
During any of these messages, the caller can press the # key to skip the rest of the
messages. TeleCraft then activates the beep after which it starts recording. During these
messages, the mailbox owner may press the * key to access his mailbox. Pressing any
other key aborts leaving a message.
A different set of voice instructions assist the mailbox owner in listening to his or her
messages and in managing the mailbox operation as described later.
Voice mail
notification
Once a message is left in your mailbox, TeleCraft notifies you locally as follows:
a. It turns your phone’s MESSAGE WAITING light ON (if available in your phone).
In addition and subject to your preference, TeleCraft notifies you as follows:
b. It turns the stutter dial tone ON.
c. When enabled, TeleCraft calls your pager once or until you retrieve the message.
d. When enabled, TeleCraft calls any telephone, including your cell phone, once or
repeatedly, and allows you to hear your message.
e. A combination of the above.
See the Programming Manual for additional information.
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