Ipecs Ipecs-lik Owner's manual

iPECS-LIK

Feature Description &

Operation Manual

Please read this manual carefully before

operating any LIK System. Shaded Areas are generally not for

Australian Usage.

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

Revision History

ISSUE

DATE

DESCRIPTION OF CHANGES

1.0

2009.12

Initial Release

1.1

21-Aug-02

General Update

1.2

8-Nov-02

Update for Software version 1.1Bd

2.0

22-Sep-03

Update for release 2 software

2.1

16-Feb-03

Update for European release 2 software

2.2

29-Jul-04

Update for Software version 2.0Ai

2.3

12-Dec-04

Draft for version 3.

3.0

22-Feb-05

Update for iPECS S/W Phase 3 (3.0As base)

4.d2

24-Aug-06

Updates for iPECS release 4 software and LG-Nortel logo

General edits through-out.

Changed formatting (header, footer, etc.) for unified iPECS Manual

appearance.

CLI based Call Routing for DID, added reference to DID Lines in ICLID

routing.

Flexible configuration for up to 600 ports, covered in section 1.2.

Hunt Group Mailbox, referenced mailbox assignments in Station Hunt

Groups.

Multiparty voice conferencing (Up to 24 Parties in total), added to Multi-Party

Conference.

Conference Room Added Conference Room.

Simplified Message retrieval added to Message Wait/Call Back and

restructured.

Muted Ring w/Pre-Selected Msg added & restructured Pre & Custom Display

Messages.

T.38 Fax Relay, added IP FAX, T.38.

Day/Night Mode applied between groups, added reference and rewrote ICM

Tenancy.

ACD sections previously section 2.5 to 2.20, restructured ACD sections now

section 2.5.1~2.5.12.

Multi-level Admin access, restructured admin with Multi-level section.

Programmable Admin TCP port, restructured Web Admin & added

programmable tcp port.

Web User manual, multi-lingual, added Web User Manual section with Multi-

lingual support.

Network Security & Priority added new section with VLAN, Diffserv, IPSec

and SRTP.

Transparent Networking added Centralized Networking with Fail-over &

Remote Gateways.

Hunt Group Station Forward, added condition for Hunt group recognition of

forward state.

System Processor Redundancy, added section for standby MFIM600.

Call Recording, added unconditional Call recording feature.

IP Trunking, added SIP and H.323 with GK routed call

VSF section revised to VMIM/VSF, added VMIM description.

VMIM e-mail notification added

VMIM Back-up station added

VMIM multi-language support

MOH, added VMIM/VSF MOH

Authorization codes, added new operation for system codes, “* + table index

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

+ code”.

Mobile Ext. enhanced, mobile receives hunt calls and support for Attd. Recall.

4. d3

30-Sep-07

Updates for iPECS release 4 software (General edits for errata).

Emergency Call Attendant Alert

Automatic Daylight Savings Time (DST) Adjustment

Direct Inward Dialing (DID)

Automatic System Time Synchronization

Distributed Systems Network, paging

E-911 support for Emergency dialing

VSF/VMIM Outbound Notification to Pager or External Phone

TLS for Web Admin and Webphone

5.0

26-July-08

General updates & errata

Change “MFIM” references to “iPECS, include iPECS 50 and updated

capacity table

Reference to VSF/VMIM announcement changed, expansion from 20 to 70

codes, VSF MOH code 21 or 71) Multi-language code 22 or 72 throughout.

Updates for iPECS release 5 software

One-time DND forward

For TNET added paging reference and RTP description.

Device Zone Management

Call Coverage enhancement

SIP Extension support

Tenancy Group ring mode for Flexible DID/ICLID

Station ICR

Conference Group w/recording)

iP Bridge

Cabinet Alarm

NMS

System DECT

DISA Call Forward removed

Added LIP-8000 series soft key operation for auto dial features (LNR, SAVE,

etc.

Added Attendant active MFIM display

Updated Table 1.2-1 and updated VSF capacity

Call Forward using external number added

Added Option for voice mail attachment to e-mail

Change BGM operation

SMDR ICM added

5.0d1

07-Jan-09

Add in capacity table and Changed for iPECS-1200

5.0d2

17-Feb-09

Add group name for Terminal/Circular/VM/UCS.

5.0d3

13-Apr-09

Add condition 3 in 2.72.3.6 (Voice Mail Back-up Station).

5.0d4

12-May-09

Update for outgoing mailboxdestination

5.0d5

02-Feb-10

Update description of DID call wait feature

5.5

09-JUL-10

Updates for iPECS release 5.5B software

Add IP Watch timer for cpu redundancy and IPCR

5.5d1

30-DEC-10

Updates for iPECS release 5.5C software

5.5d2

30-JUL-11

Updates for iPECS release 5.5D software

5.6

01-NOV-11

Updates for iPECS release 5.6 software

Add IP-Attendant

6.0

26-MAR-12

Updates for iPECS release 6.0 software

6.0d1

1-Oct -12

Minor Updates for Australian use

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

Table of Contents

1. INTRODUCTION......................................................................1

1.1 MANUAL APPLICATION.............................................................1

1.1.1 Organization....................................................................................... 1

1.1.2 Feature Information............................................................................ 1

1.2 SYSTEM CAPACITIES ................................................................2

2. SYSTEM...................................................................................4

2.1 ACCOUNT CODE ........................................................................4

2.2 ALARM SIGNAL/DOOR BELL....................................................6

2.3 AUTHORIZATION CODES (PASSWORD)..................................8

2.4 AUTO CALL RELEASE.............................................................11

2.5 AUTOMATIC CALL DISTRIBUTION (ACD)..............................12

2.5.1 Agents.............................................................................................. 12

2.5.1.1 Agent Auto Connect/Zap Tone.................................................... 12

2.5.1.2 Agent Id Login/Logout................................................................. 12

2.5.1.3 Agent Help Request.................................................................... 14

2.5.1.4 Agent Queued Calls Display....................................................... 15

2.5.1.5 Agent Automatic Wrap-Up .......................................................... 16

2.5.1.6 Agent On/Off Duty w/Reason Code............................................ 17

2.5.2 Announcements............................................................................... 19

2.5.3 Auto ACD DND Unavailable Service............................................... 21

2.5.4 Calls-In-Queue routing..................................................................... 22

2.5.5 Calls-In-Queue Page Alert............................................................... 23

2.5.6 Event Messages .............................................................................. 24

2.5.7 Group Mail Box................................................................................ 25

2.5.8 Group Name .................................................................................... 26

2.5.9 Incoming Call Routing...................................................................... 27

2.5.10 ACD Caller Controlled ICLID Routing............................................ 28

2.5.11 Supervisors.................................................................................... 28

2.5.11.1 Supervisor Login/Logout........................................................... 29

2.5.11.2 Supervisor Help Response ....................................................... 30

2.5.11.3 Agent Call Monitor..................................................................... 31

2.5.11.4 Group Status Display................................................................ 32

2.5.11.5 Group Parameter Control.......................................................... 33

2.5.11.6 Agent Status Control................................................................. 34

2.5.12 ACD Statistics Report.................................................................... 35

2.6 AUTOMATIC PAUSE INSERTION ............................................37

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

2.7 AUTOMATIC PRIVACY .............................................................38

2.8 AUTO SERVICE MODE CONTROL..........................................39

2.9 AUTOMATIC SYSTEM DAYLIGHT SAVINGS TIME................40

2.10 AUTOMATIC SYSTEM TIME SYNCHRONIZATION...............41

2.11 BATTERY BACK-UP, MEMORY.............................................42

2.12 CALL FORWARD ....................................................................43

2.13 CALL FORWARD, PRESET....................................................47

2.14 CALL PARK.............................................................................49

2.15 CALL PICK-UP.........................................................................50

2.15.1 Directed Call Pick-Up..................................................................... 50

2.15.2 Group Call Pick-Up........................................................................ 51

2.15.3 Pick Up Group Call Pick-Up........................................................... 52

2.16 AUTO CALL RECORDING......................................................54

2.17 CALL TRANSFER....................................................................55

2.17.1 Call Transfer, Station..................................................................... 55

2.17.2 Call Transfer, CO/IP....................................................................... 56

2.17.3 Call Transfer, Voice Mail................................................................ 57

2.17.4 Call Transfer, System Announcement No..................................... 58

2.18 CALL WAITING/CAMP-ON......................................................60

2.19 CO/IP ACCESS........................................................................61

2.20 CO/IP CALL TIME RESTRICTION...........................................63

2.21 CO/IP CALL WARNING TONE TIMER....................................64

2.22 CO/IP QUEUING ......................................................................65

2.23 CONFERENCE.........................................................................67

2.23.1 Conference Room.......................................................................... 67

2.23.2 Multi-Party Voice Conference........................................................ 69

2.23.3 Unsupervised Conference............................................................. 71

2.23.4 Conference Group......................................................................... 72

2.23.5 Conference Member VIEW & DELETE......................................... 74

2.24 CUSTOMER SITE NAME.........................................................76

2.25 DATA LINE SECURITY............................................................77

2.26 DELAYED CO/IP RING............................................................78

2.27 DELAYED AUTO ATTENDANT ..............................................79

2.27.1 Ring Assigned Case...................................................................... 79

2.27.2 DISA Incoming Case (Russia Only) .............................................. 79

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

iii

2.28 DIAGNOSTIC/MAINTENANCE................................................81

2.29 DIAL-BY-NAME........................................................................82

2.30 DIAL PULSE TO TONE SWITCHOVER..................................84

2.31 DIALING RESTRICTIONS .......................................................85

2.31.1 Class of Service............................................................................. 85

2.31.2 Day/Timed & Night Station COS ................................................... 87

2.31.3 Temporary Station COS/Lock........................................................ 88

2.31.4 Walking COS ................................................................................. 90

2.32 DIFFERENTIAL RING..............................................................92

2.33 DND (DO NOT DISTURB)........................................................94

2.34 DOOR OPEN............................................................................96

2.35 EMERGENCY CALL E-911 (CALLER LOCATION) SUPPORT

2.36 EMERGENCY CALL..............................................................100

2.37 EXECUTIVE/SECRETARY FORWARD ................................101

2.38 EXTERNAL AUTO ATTENDANT/VOICE MAIL ....................103

2.38.1 AA/VM Group............................................................................... 103

2.38.2 In-band (DTMF) Signaling ........................................................... 104

2.38.3 SMDI (Simplified Msg Desk Interface)......................................... 104

2.38.4 Voice Mail Box Translation.......................................................... 106

2.39 FLEXIBLE NUMBERING PLAN ............................................108

2.40 8 DIGITS.................................................................................109

2.41 HEADSET COMPATIBILITY..................................................110

2.42 HOLD......................................................................................112

2.42.1 Hold Preference........................................................................... 112

2.42.2 Hold Recall................................................................................... 112

2.42.3 Exclusive Hold ............................................................................. 113

2.42.4 System Hold................................................................................. 115

2.42.5 Automatic Hold............................................................................. 116

2.43 HOT DESK .............................................................................117

2.44 ICLID CALL ROUTING ..........................................................119

2.45 IN-ROOM INDICATION..........................................................120

2.46 IP BRIDGE MODE..................................................................121

2.47 IP SYSTEM DECT..................................................................122

2.48 IP FAX RELAY, T.38 SUPPORT............................................123

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

2.49 IP TRANS-CODING................................................................124

2.50 LNR (LAST NUMBER REDIAL) ............................................126

2.51 LCR (LEAST COST ROUTING).............................................128

2.52 LINKED STATION PAIRS......................................................130

2.53 LBC (LOUD BELL CONTROL)..............................................132

2.54 MOBILE EXTENSION............................................................133

2.55 MULTIPLE LANGUAGE SUPPORT......................................136

2.56 MULTIPLE VOICE MAILBOX SUPPORT..............................138

2.57 MOH (MUSIC-ON-HOLD).......................................................139

2.58 NETWORK MANAGEMENT SYSTEM..................................141

2.59 NETWORK SECURITY & PRIORITY ....................................142

2.60 PRE-DEFINED & CUSTOM TEXT DISPLAY MESSAGES...143

2.60.1 DND operation in internal call to pre-selected station................. 146

2.61 REDUNDANT SYSTEM PROCESSOR.................................148

2.62 REGISTRATION & FRACTIONAL MODULE TABLES.........150

2.63 RINGING LINE PREFERENCE..............................................151

2.64 SPEED DIAL ..........................................................................152

2.64.1 Display Security........................................................................... 152

2.64.2 Speed Dial Pause Insertion......................................................... 152

2.64.3 Station Speed Dial....................................................................... 153

2.64.4 System Speed Dial...................................................................... 156

2.64.5 System Speed Zone (Groups)..................................................... 158

2.65 STATION CALL COVERAGE................................................160

2.66 STATION GROUPS................................................................163

2.67 RING GROUPS INDICATION ................................................166

2.68 SMDR (STATION MESSAGE DETAIL RECORDING)..........167

2.68.1 Call Cost Display.......................................................................... 167

2.68.2 SMDR Call Records..................................................................... 168

2.68.3 Lost Call Recording...................................................................... 171

2.69 SYSTEM ADMIN PROGRAMMING.......................................174

2.69.1 Keyset Administration.................................................................. 174

2.69.2 Multi-Level Admin Access............................................................ 174

2.69.3 Web Administration...................................................................... 175

2.69.4 Web User Manual........................................................................ 176

2.70 SYSTEM NETWORKING.......................................................178

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

2.70.1 Centralized Control TNET............................................................ 178

2.70.2 Distributed Control Network......................................................... 179

2.70.2.1 Net Call ................................................................................... 180

2.70.2.2 Net Transfer............................................................................ 181

2.70.2.3 Identification Service............................................................... 182

2.70.2.4 Call Completion....................................................................... 182

2.70.2.5 Call Offer................................................................................. 183

2.70.2.6 Net Conference....................................................................... 184

2.70.2.7 Message Waiting Indication (MWI) ......................................... 184

2.70.2.8 Net Call Forward –Unconditional ........................................... 185

2.70.2.9 Net Call Forward –Busy......................................................... 186

2.70.2.10 Net Call Forward –No Answer.............................................. 187

2.70.2.11 Net Call Forward –Busy / No Answer................................... 188

2.70.2.12 CO Transit-In......................................................................... 189

2.70.2.13 CO Transit-Out...................................................................... 189

2.70.2.14 BLF Presentation .................................................................. 190

2.70.2.15 Do-Not-Disturb (DND)........................................................... 191

2.70.2.16 (CAS) Attendant Call............................................................. 192

2.70.2.17 Centralized Voice Mail .......................................................... 192

2.70.2.18 Paging to Networked System................................................ 193

2.71 TRAFFIC ANALYSIS .............................................................195

2.71.1 Traffic Analysis, Attendant........................................................... 196

2.71.2 Traffic Analysis, Call Reports....................................................... 198

2.71.3 Traffic Analysis, H/W Usage........................................................ 199

2.71.4 Traffic Analysis, CO/IP Reports................................................... 199

2.72 UNIVERSAL NIGHT ANSWER (UNA)...................................202

2.73 VMIM/VSF INTEGRATED AUTO ATTD/VOICE MAIL ..........203

2.73.1 VMIM/VSF.................................................................................... 203

2.73.2 VMIM/VSF-Auto Attendant.......................................................... 203

2.73.3 VMIM/VSF Voice Mail.................................................................. 206

2.73.3.1 Message Storage.................................................................... 206

2.73.3.2 Message Retrieval .................................................................. 207

2.73.3.3 Remote Message Retrieval..................................................... 209

2.73.3.4 Message Retrieval Options..................................................... 210

2.73.3.5 E-Mail Notification................................................................... 211

2.73.3.6 Voice Mail Back-up Station..................................................... 213

2.73.3.7 Voice Mailbox Settings............................................................ 214

2.73.3.8 Call Forward from VM............................................................. 215

2.73.3.9 Outbound Message Notification.............................................. 216

2.73.4 System Voice Memo.................................................................... 217

2.73.5 Company Directory...................................................................... 220

2.73.6 Record VM Greeting using CCR ................................................. 221

2.73.7 Administrator Mailbox.................................................................. 222

2.73.8 Announce Only Mailbox............................................................... 224

2.73.9 Message Cascade....................................................................... 225

2.73.10 Class of Service Settings........................................................... 225

2.73.11 Send Message........................................................................... 226

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

2.73.12 Distribution Lists......................................................................... 227

2.73.13 Mark a message private ............................................................ 229

2.73.14 Mark a message for delivery confirmation................................. 229

2.73.15 OUTGOING MAILBOX DESTINATION..................................... 230

2.73.16 Personal CCR / User Greeting DISA......................................... 230

2.74 WAKE-UP ALARM (ONE TIME WAKE UP ALARM)............232

2.75 WAKE-UP ALARM (FIVE TIME WAKE UP ALARM)............234

2.76 ZONE HOLIDAY ASSIGNMENT............................................236

2.77 REMOTE DEVICE ZONE MANAGEMENT............................237

2.78 ZONE CALL AND CONNECTION NUMBER LIMIT..............238

2.78.1 Zone Outgoing CO call Number Limit.......................................... 238

2.78.2 Inter Zone Connection Number Limit........................................... 238

2.79 SYSTEM CALL ROUTING.....................................................240

2.80 CO CALL REROUTING .........................................................242

2.81 244

2.82 REMOTE CONTROL WITH MOBILE EXTENSION...............245

2.83 PREFIX DIALING TABLE......................................................246

2.84 IP CALL RECORDING...........................................................248

2.85 3RD PARTY CALL RECORDING............................................250

2.86 FORCED DISCONNECT BUTTON (EMERGENCY SUPERVIS

OR BUTTON) .................................................................................251

2.87 CALL BACK TO CO...............................................................252

2.88 PERSONAL GROUP..............................................................254

2.89 ALARM NOTIFICATION CONTROL......................................255

3. INTERCOM...........................................................................257

3.1 DIRECT STATION SELECT/BUSY LAMP FIELD (DSS/BLF) 257

3.2 INTERCOM CALL (ICM CALL)................................................258

3.3 INTERCOM CALL HOLD.........................................................260

3.4 INTERCOM CALLER CONTROLLED ICM SIGNALING ........261

3.5 INTERCOM LOCK-OUT...........................................................262

3.6 INTERCOM STEP CALL..........................................................263

3.7 INTERCOM TENANCY GROUP..............................................264

3.8 INTERCOM TRANSFER..........................................................266

iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

vii

3.9 MESSAGE WAIT/CALL BACK................................................268

3.9.1 CLI Message Wait.......................................................................... 268

3.9.2 Short Message Service (SMS)...................................................... 270

3.9.3 Station Message Wait/Call Back ................................................... 272

3.9.4 Message Wait Reminder Tone...................................................... 275

3.10 PAGING..................................................................................276

3.10.1 Internal/External & All Call Page.................................................. 276

3.10.2 Meet Me Page Answer ................................................................ 278

3.10.3 SOS Paging................................................................................. 279

3.11 PUSH-TO-TALK PAGING......................................................280

3.12 BARGE IN ..............................................................................282

4. CO/IP ....................................................................................283

4.1 AUTO FAULT DETECTION AND RECOVERY.......................283

4.2 CO LINE FLASH ......................................................................284

4.3 CO/IP LINE GROUPS..............................................................285

4.4 CO/IP LINE PRESET FORWARD............................................286

4.5 CO/IP RING ASSIGNMENT.....................................................287

4.6 CO LINE RELEASE GUARD TIME .........................................288

4.7 CO RING DETECT...................................................................289

4.8 DIAL PULSE SIGNALING........................................................290

4.9 DIRECT INWARD DIAL (DID)..................................................291

4.10 DIRECT INWARD SYSTEM ACCESS (DISA).......................293

4.11 DTMF SIGNAL SENDING......................................................295

4.12 IP ADDRESS DIALING..........................................................296

4.13 IP TRUNKING.........................................................................297

4.13.1 H.323 v4 Service.......................................................................... 297

4.13.2 SIP Service.................................................................................. 298

4.14 IP WAN DIALING AFTER ANSWER.....................................300

4.15 ISDN (INTEGRATED SERVICE DIGITAL NETWORK).........301

4.15.1 ISDN AOC (Advice of Charge).................................................... 301

4.15.2 Calling/Called Party Identification................................................ 302

4.15.3 Keypad Facility............................................................................. 303

4.15.4 Multiple Subscriber Number (MSN)............................................. 304

4.16 ISDN SUPPLEMENTARY SERVICES...................................306

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