Norstar Modular DR5.1 User guide

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Modular DR5.1
System Coordinator
Guide
http://stores.ebay.com/UsefulCDs

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rvlod;lar DR5.1
System Coordinator
Guide
Norstar and Meridian are trademarks of Northern Telecom
0 Copyright Northern Telecom 1997 l
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PO842647 Issue 02
Prloled I” Canada

delcome to Norstar
i System Coordinator’s role
. Assisting your co-workers
Your Service Representative
Enhanced Transfer
Call Display services
Call Display Information
Call Log
Message Waiting
What’s New with Norstar Modular DR 5.1
ATA Answer Timer
Auxiliary Ringer
Do Not Disturb on Busy
Last Number Redial
Link Feature
Page Tone
Page Timeout
qqved Number Redial ’
Programming
HOW to do programming
Reviewing programmed settings
Planning
Programming tools
Administration overview
Administration headings
Entering Administration
Exiting Administration
Moving through Admrnistratron
% Using the Overlay .
‘.>,
The Norstar display buttons
Programming details
System Speed Dial
Names
Time and date
Direct-Dial
Capabilities
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PO84264702 Modular DR5.1 System Coordinator Guide

ii / Contents
Dialing Filters 37
Remote access packages
42
Telephone (Set) abilities 43
Line abilities 52
Class of Servic (COS) passwords
Service Modes
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56
Password
60
Log Defaults
61
Call Services
63
Auto Call Info 63
Telephone (Set) Services
64
Voice Message Cer$er telephone numbers
65
Voice Message Center lines
65
Copying settings
66
Line programmlng 66
Telephone programming 66
Capabilities programmlng 66
Set Profile and Line Profile 67
Using Set Profile and Line Profile
67
Programming you can review
66
To exit Set Profile or Line Profile 69
Using Set Profile
70
Programming reminders
72
Norstar telephones
73
Prime telephones 74
Central Answering Position
74
Page zones
75
Line Pools 75
Miscellaneous programming 75
Call Pickup Groups 76
Service Modes 77
Telephone Featuras L
79
. Using Norstar fe&res
80
Answering the telephone a3
Related features a4
What line indicators mean a5
Rings you may hear ’a5
Displays
86
Prime telephone displays
aa
Autodial 91
Modular DR5.1 System Coordinator Guide
PO84264702
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Call Information
Call Log
Call Park
Y Call Pickup
Cpll Queuing
C%mp On
Cbnference
COS Password
Customizing your telephone
Dialing
Do Not Disturb
Feature Programming
Group Listen
HandsfreelMute
Hold
Host System Signaling
Host system signaling codes
Line Pools
Long Tones
Messages
Norstar Telephones .
Bu+ns
Headset
Hearing Aid Compatibility
Wall Mounting
Page
Priority Call
Service Modes
Special Telephones
Speed Dial
Time features
Transfer
Using Norstar remotely
kxamples
,$ccessing Norstar remotely
Using Norstar remotely
Tones you may hear
Controlling access to your Norstar system
Voice Call
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Modular DR5.1 System Coordinator Guide

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iv / Contents
User Cards
Glossary
Index
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Modular DR5.1 System Coordinator Guide PO64264702
In addition to basic telephone service, your Norstar digitalikey
system has many extra features that wjii greatly improve your
office communications.
Plehse take the time to read ttiis guide. It will help you to learn
the’various tasks which a System Coordinator should perform.
8 This guide also serves as a reference when you assist
co-workers to become familiar with Norstar features. :
When a telephone system is first installed, it takes a bit of time to
settle into using new equipment. Norstar minimizes this
orientation by providing straightforward features and simple
instructions.
System Coordinator’s’role
The System Coordinator plays an important role in customyzing
Norstar to suit the organization and updating information as the
office grows and changes.
Norstargan be customized at three lev&:
Person& programming
Personal programming is done by individual telephone users
who wish to personalize their Norstar telephones by
programming features and telephone numbers onto specrflc
memory buttons.
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Administration programming
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Administration programming is done by the System Coor$inator,
when you want to change various system-wide settings, as ‘well
as some specific settings for each line or telephone.
Co&uration programming
Confj:guration programming is usually done for you by the
lnstailer or Service Representative when Norstar is being
installed. Specific system-wide parameters are set up in
Configuration.
PO64264702 Modular DR5.1 System Coordinator Guide

2 /Welcome to Norstar
Assisting your co-workers
It is human nature to ask someone how to do something rather
than read a user guide. The System Coordinator may be asked
to demonstrate to cqworkers how to select and use Norstar
features. To help you prepare for that possibility:
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Familiarize yourself with the procedures for using Norstar
features. Examine the components of your Norstar system,
identifying the buttons on the different types of Norstar
telephones. Read the Telephone User Cards chapter of this
Guide for more information on each telephone.
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Familiarize yourself with the various programming reminders
provided at the end of the Programming chapter of this
Guide. Distribute copies of these reminders to your
co-workers after filling in information such as System Speed
Dial numbers and names.
It is important for everyone in the office to know that you are the
System Coordinator and to know when you are available for
consultation. You may wish to schedule sessions for small
groups or provide individual assistance to co-workers for
programming features on their Norstar telephones.
Your Service Representative
Ask your Service Representative for the service department’s
telephone number, and write it down. If you have problems with
your Norstar equipment, telephone your Service Representative.
If you have problems with programming or using any of the
features, first read the appropriate section of this Guide and try
again before calling your Service Representative.
Enhanced Transfer
There is a new prohedbre for using the Transfer feature in this
system. If you are upgrading a Norstar Modular system, be sure
to familiarize yourself with the new procedure.
Modular DR5.1 System Coordinator Guide PO84264702
Call Display se&es / 3
Call Display services , i.::
Most public telephone companies offer Call Display services
which provide information about an incoming call. The caller’s
name, telephone number and in some cases, long distance
indication, can be shown on a telephone with a display. Your
Norstar DR5 .lsystem allows you to:
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view incoming call information as well as the Norstar line
name that receives the call,
keep a log of incoming call k-rformstion and,
view an integrated display that appears when you have
received a message from either an internal Norstar user or a
Voice Mail message from an external caller.
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Note: You can access Call Display information only if you*
subscribe to the services offered by your public
telephone company, and if you have the appropriate
hardware installed. Contact your Service Representative
for more information.
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Call Display Information
Call Display information may be shown on your telephone
display when you answer an incoming call. In addition to the
caller’s name, telephone number and long distance indicator, if
available, your Norstar system can display the line name thy
received the call.
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In the case where several users share a line, only one telebhone
can be designated to automatically receive Call Display
information when a call is alerting on that line. If the call is
transf$red or camped to another telephone, the Call Display
informatron is automatically available to that telephone.
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If a line is not administered to automatically deliver Call Display
information to a telephone, the user can invoke the Call
Information feature (see Telephone Features section) or answer
the call to view the information.
PO64264702 Modular DR5.1 System Coordinator
Gurde

4 / Call Display services
Depending on your requirements, Call Display information
presents several convenient options.
- When a caller is identified before the call is answered, you
can answer usiqg a personal greeting. You can also prepare
yourself prior tdanstiering the call by retrieving any relevant
documents, or otherwise orienting yourself to the expected
discussion.
- The Long Distance indicator alerts you that an incoming call
is long distance and may therefore have higher priority.
- If you are unable to immediately attend to an incoming call,
you can use the caling information to make a quick note.
- You can shorten the interruption time of a call from a
recognized person. For instance, you can quickly,answer
the call and let the party know that you are busy but will
return the call soon.
- A telephone can be programmed to first view either the
caller’s name or number or line name. For example, an
attendant might wish to see the calling number and area
code first in order to transfer the call according to sales
region. The salesperson’s telephone’could display the
caller’s name first so they can answer with a personal
greeting.
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Modular DR5.1 System Coordinator Guide PO642647 02
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- Call Display information allows you to answer calls on a :!
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priority basis. For example:
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If several calls are alerting at your telephone at theg,pme
time, you can request information about the calls to “.
decide which one may be more important.
If you are already on a call, infor;ation about a second
call starting to alert at your telephone can help you to.
decide whether to answer the second call or remain
connected to the first call.
If you are in a meeting, the information associated with
an incoming call can help you determine if the call is
important enough to interrupt the meeting.
If you have several calls on hold and wish to identify the
callers, you can view the Call Display information
associated with each of the calls to help you determine
which one you will respond to first.
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Programming tips
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In order for the designated telephone to automatically receive
Call Display information, it must be programmed to ring for
incoming calls on that line.
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Before programming Call Display information you may wish to
consider the following:
-- which individual would benefit the most frorfi automatically
receiving Call Display information on an alerting line?
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how are calls routed and what information is the most,
important to know before a call is answered? For ins$nce, If
certain lines are private to individuals, an attendant mtght
wish to first view the line name to determine who lh6r
incoming call is for.
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PO64264702 Modular DR5.1 System Coordinator Guide

6 / Call Disolav services
Call Log
The Norstar Call Log feature uses incoming Call Display
information to make a record of call details for follow-up. Call
Log also records several other useful facts such as the time and
date of the log entry, the number of repeated calls by the same
caller and which telephone answered the call if it was
subsequently rerouted and handled by someone else in the
Norstar system.
When the volume of incoming calls exceeds the ability of
employees to handle all calls, or when staff are unavailable to
answer calls, Call Log provides a convenient means of capturing
information about missed oalls.
When connected to a call that has Call Display information, the
Logit feature of Call Log can be used to provide a quick and
accurate means of recording the caller’s information for future
use (see Telephone Features for more information).
Programming tips
Call Log space can be assigned to individual telephones
according to how much space you wish to allqcate to each user.
You can also assign all or most Call Log space to a central
answering position. For example:
In order to maximize the value of Call Logs and avoid confusion
for the end user and their customers, it is important to consider
the following when configuring Call Log:
#l Application of Call Log
Does the user want to return customer calls, track the
numbers of calls unanswered, keep a record of most
commonly called qumbers, etc.?
#2 Who is most inteiebtehd in logging calls on a particular line?
For instance, dentists working in a clinic may have an
individual line assigned to them but prefer that the
receptionist handle all of the calls logged on their line.
Modular OR51 System Coordinator Guide PO84264702
Call Display servrc&? 7
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We strongly recommend that you limit the number of users
logging calls for the same line, as this would be confusing. For
example, if two users are logging calls for the same line, they%0
not know who the call was originally intended for nor are both ’
Call,Logs updated when one of the users returns a customer’s
call.’ Potentially a customer could be called back twice.
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There $re few situ&ions where the same call needs to be logged
at more than one set.
Recommended configuration 1
The Central Answering Position (CAP) has all lines appearing’at
the CAP set. Incoining calls are first answered on the CAP set
and then transferred to the required destination.
The Attendant wants to track all calls unanswered on the system,
during working hoUrs and after hours. The users want to capture
in their Call Log, any calls which they did not answer at their :et
and be able to return those calls from the log.
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The CAP position logs NO one answered on all lines and the
users log calls Unanswered br me. In this configuration the user
will log calls transferred to them via inter&m (I/C) from the
attendant sanother user, even though the administration setting
is (Loeeine Set: N). Thus the entries in their Call Log are
specifically meant for them.
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PO84264702 Modular DR5.1 System Coordinator Guide

8 / Call Display services
Call Loas with a Central Answerina Position
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Programming:
CAP Position
Configuration: Administratidn:
Line Access Log Defaults
Line Assignment
SPace&os: (assign log space
(all lines to appear to all sets for example, 25.)
at the CAP) Set Services
Ringing
Lossin Set: V
Set Programming:
IFeQ[UTB 17 a !$ @io one answered) .
Set Userq
Administration:
Set Services
Lc99in9 Set: N (no lines assigned)
Set Programming:
/Faalure F] q a (Unanswered br me)
Modular 1X5.1 System Coordinator Guide PO84264702
1.’
Call Display service</‘9
Recommended configuration 2
Each Norstar user has a unique line appearing at their set. V$.
users have a variety of requirements in terms of logging calls., .
Using I-1 [q a q the users can ‘program logging
capAbilities specifically for their sets.
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111 Lo& with dedicated lines
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Program@ng:
Configuration:
Administration:
Line Access Log Defaults
Line Assignment
Space/Los : +I
Ringing
Set Services
La99in9 Set: V
+.
Set Programming:
[FBsIuR,]m)a
&.
(No pne answered, Unanswered br me, Lo9 all Calls,
No ‘, tolo99in9).
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PO84264702 Modular
DR5.1 System Coordinator:Guide

10 / Call Display services
Recommended configuration 3
The Norstar system has lines 1 and 2 appearing on all sets. The
supervisor wants to lo
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all calls for lines 1 and 2 at his/her set in
order to analyze call tI ffic. Two users have been selected to
return unanswered customer calls. To avoid confusion when
logging and sharing lines, one user logs No one answered Calls
on line 1 and a second user logs No one answered calls on line
2. This clearly identifies who is responsible for returning calls for
each line and ensures that only one person calls the customer
back. .”
Call Logs with shared line:
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Programming:
Configuratron: Administration:
Line Access Log Defaults
Line assignment .\ Space/Los: +I
Ringing
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Set Services
show Set: 21 (supervisor’s set)
Lceeine Set:
Lines 001% 002 V
ShowSet: .22
Logging Set: Line 001 V
Show Set: 23
Logging Set: Line 002 Y
Modular DR5.1 System Coordinator Guide PO64264702
Call Display services,( 11
Set programming:
Note: iFor more information, see the Call Log Feature Card.
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Message Waiting
Norstar Message feature allows you to send and receive internal
messages as well as maintain a record of your messages. lf!you
have subscribed to Voice Mail Messaging (provided by your
public telephone company), and visual message waiting
indication is defined at your set, Message Waiting also informs
you if you have messages at your Voice Message Center and
allows you to:
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receive a visual indication that you have messages wait&g,
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call your Voice Message Center to hear your messagesgnd,
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clear the message waiting indication from your display.
Programqing tips
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In order for a telephone to use this feature, it must have a line
appearance and Message Waiting must be activated for that line
by your public telephone company.
It is possible for two or more telephones to share a line
appearance. You must determine if one, some or all of the users
sharing a line will receive Message Waiting notification. If i$is a
sub-group, such as a sales team within a company, it may b%
appropriate to share the feature providing that the users hzve an
agreed upon procedure for retrieving and deleting messages.
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For f@rther information on Call Information, Call Log and
Messages, see the Telephone features section. Programming
actidhs are described in further detail in the Programming
section.
PO64264702 Modular
DR5.1 System Coordinator Guide