Northern Telecom Compact ICS 4.0 User manual

1-800-4 NORTEL
www.nortel.com/norstar
P0881596 Issue 02
Printed in Canada
Norstar and Meridian are trademarks of Northern
Telecom
© Copyright Northern Telecom 1998
Compact ICS 4.0
System
Coordinator
Guide
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P0881596 Issue 02 Compact ICS 4.0 System Coordinator Guide
Table of Contents
Getting started with Norstar 1
Using this guide 1
Understanding programming 1
Before you start 2
What you’ll need to do programming 3
Using Buttons 3
Using the buttons under the display 5
The programming overlay 6
A map for working in programming 7
Starting and ending a session 11
Ending a session 11
Frequently used programming operations 13
Changing the time and date on the display 13
Adding or changing a system speed dial 15
Changing the name of a telephone 18
Changing the name of a line 20
Making changes to Call Forward No Answer 21
Making changes to Call Forward on Busy 23
Making Changes to Do Not Disturb on Busy 24
What would you like to do next? 26
Answering calls 27
Answering incoming calls with Hunt Groups 27
Answering an incoming call 27
Line buttons 28
What line indicators mean 28
Rings you may hear 28
Answering calls at a prime telephone 29
Using a central answering position (CAP) module 29
Customizing your CAP module 30
Monitoring telephones with the CAP module 31
Release button 31
Hearing aid compatibility 31
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Compact ICS 4.0 System Coordinator Guide P0881596 Issue 02
Viewing information about a call on the display 32
Using Call Information for a particular call 32
Displaying Call Information before or after answering 33
Displaying Call Information for a call on hold 33
Making Call Display information appear automatically at a
telephone 34
Changing what information is shown first about a call 34
Picking up a call ringing at another telephone 35
Answering any ringing telephone using Directed Pickup 35
Answering any ringing telephone using Group Pickup 36
Changing a telephone’s pickup group 36
Trunk Answer 37
Answering a call using Trunk Answer 38
Answer buttons 38
Creating a Conference Call 39
Disconnecting one party 40
Independently holding two calls 41
Putting a conference on hold 41
Splitting a conference 41
Removing yourself from a conference 42
Listening to a call as a group 43
Canceling Group Listening 43
Using Handsfree/Mute 43
Answering calls without lifting the receiver 44
Making calls without lifting the receiver 44
Muting Handsfree 44
Changing a regular call to handsfree 44
Changing a handsfree to a regular call 45
Using Handsfree 45
Changing Handsfree for a telephone 46
Changing Handsfree Answerback for a telephone 47
Turning Privacy on or off for a call 48
Creating a conference by releasing privacy 48
Making a call private 48
Checking call length using Call Duration Timer 49
Disconnecting by accident 49
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Making calls 51
Choosing a line using a line button 53
Line pools 54
Using a line pool to make a call 54
Programming a memory button with a line pool feature code
55
Making calls from an ISDN terminal 55
Changing how you dial your calls 55
Using Standard Dial 56
Using Automatic Dial 56
Using Pre-dial 56
When the internal number you have called is busy 57
Priority Call 57
Making a priority call 57
Giving a telephone the ability to make priority calls 57
Using Ring Again 59
Turning on Ring Again 59
Canceling Ring Again 59
Auto Attendant 61
System Answer 61
Custom Call Routing (CCR) 62
CCR groups 63
Direct extension dialing 63
Customizing System Answer and CCR 64
Turning System Answer on or off 65
Turning CCR on or off 66
Choosing the attendant telephone 66
Changing the language used by System Answer and CCR 67
Setting the number of rings before System Answer answers a
call 68
Setting the number of rings before a caller hears the CCR
greeting 68
Adding or removing telephones from a group used with CCR
69
Using the pre-recorded greetings 70
Using customized greetings for System Answer and CCR 71
Time available for customized greetings 72
Recording customized greetings for System Answer and CCR
73
Programming or changing CCR destinations 76
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Compact ICS 4.0 System Coordinator Guide P0881596 Issue 02
Testing your custom System Answer and CCR 76
Time savers for making calls 77
Storing a number on a memory button for Autodial 77
Adding an autodial button 77
Choosing a line for Autodial 78
Using intercom as the line for Autodial 78
Using Last Number Redial 80
Preventing a telephone from using Last Number Redial 80
Using Speed Dial 81
Making a speed dial call 82
Changing and adding System Speed Dials 82
Adding or changing User Speed Dial 82
Using Saved Number Redial 84
Saving a number 84
Dialing a saved number 84
Preventing a telephone from using Saved Number Redial 84
Handling many calls at once 87
Using Hold 87
Retrieving a held call 87
Holding automatically 87
Listening on hold 87
Holding a call exclusively 88
Using Call Queuing 88
Transferring calls 89
Using the transfer feature 89
Transferring a call 89
Transferring external calls 90
Canceling a transfer 91
Using Camp-on 92
Parking a call 94
Retrieving a parked call 94
Using Call Park 94
Using Callback 96
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P0881596 Issue 02 Compact ICS 4.0 System Coordinator Guide
Forwarding your calls 97
Forwarding your calls to another Norstar telephone 97
Canceling Call Forward 97
Using Call Forward at your telephone 97
Overriding Call Forward 98
Changing the automatic Call Forward settings for a telephone
98
Changing Forward no answer 98
Changing the delay before a call is forwarded 99
Forward on busy 99
DND on Busy 100
Call Forward and Voice Mail 101
Line Redirection 101
Turning on Line Redirection 102
Canceling Line Redirection 103
Allowing a telephone to redirect calls 103
Turning the redirect ring for a telephone on or off 104
How Line Redirection is different from Call Forward 106
Using Line Redirection 106
Communicating in the office 109
Paging 109
Making a page announcement 109
Activating and deactivating the ability to page 110
Creating page zones 110
Using Page with external paging equipment 112
Sending messages using the display 112
Sending a message 112
Canceling a message you have sent 113
Viewing your messages 113
Replying to a message 114
Removing items from your message list 114
Viewing messages you have sent 115
Using Voice Call 116
Making a Voice Call 117
Muting Voice Call tones 117
Answering a Voice Call without touching your telephone 117
Preventing Voice Calls to your telephone using Voice Call Deny
117
Canceling Voice Call Deny 117
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Tracking your incoming calls 119
Using Call Log 119
Call Log options 120
Logging a call manually 120
Deleting old log items 121
Viewing your Call Log 121
Viewing a Call Log item 122
Erasing log items 122
Making a call using Call Log 122
Creating a password to your Call Log 123
Changing your Call Log password 123
Deleting an assigned password 124
Programming a telephone to log calls automatically 124
Using Voice mail 126
Customizing your telephone 127
Finding out what a button does using Button Inquiry 127
Making the display darker or lighter using Contrast adjustment
128
Changing the language on the display 128
English 128
French 128
Spanish 128
Programming a feature code onto a memory button 129
Programming feature buttons 129
Erasing a feature button 129
Applying button cap labels 131
Identifying the telephones 131
Norstar default button assignments 132
Moving line buttons 135
Changing the type of ring 136
Adjusting the Ring volume 137
Hiding the message or calls indication 137
Restoring the messages and calls indication 137
User Preferences 139
Using User Preferences 139
Changing button programming 140
Changing User Speed Dial 142
Changing Call Log options 143
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Changing how calls are dialed 143
Changing the language used on the display 143
Making the display lighter or darker 144
Changing the telephone’s ring 144
Programming Hunt Groups 147
Adding or removing members from a group 149
Moving members of a group 150
Assigning or unassigning lines to a group 151
Setting the distribution mode 152
Setting the hunt delay 153
Programming busy line setting 154
Programming the queue time-out 155
Programming the overflow set 156
Setting the name 157
Telephone features 159
Installing Norstar telephones 159
Naming a telephone or a line 161
Moving telephones 161
Stopping calls from ringing at your telephone using Do Not
Disturb (DND) 162
Stopping calls 162
Refusing to answer a call 162
Canceling Do Not Disturb 162
Using Do Not Disturb 162
Using Background Music 163
Turning Background Music off 163
Using the device attached to the internal analog terminal adapter
164
Using a data communication device with the I-ATA 170
Turning off tones that can interfere with data transmissions 170
Programming answering machines or modems to answer calls
automatically 170
Using the I-ATA with modems and fax machines 170
Troubleshooting for the device attached to the I-ATA 171
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ISDN 173
ISDN BRI 173
Line access from an ISDN terminal 174
ISDN BRI features 174
Network Name Display for BRI 174
Name and number blocking for BRI 175
Service provider features 175
Call Forward 176
Canceling Call Forward 176
Calling the number your calls are forwarded to 176
Automatic Call Back 177
Automatic Recall 177
ISDN BRI terminals 177
ISDN applications 177
Videoconferencing and video telephony 177
Desktop conferencing 178
File transfer 178
Telecommuting 178
Group 4 fax 178
Remote LAN access 178
Leased line backup 178
LAN to LAN bridging 178
Internet and database access 179
Using System features 181
Using alternate or scheduled services 181
Preventing certain calls from being made 181
Making additional telephones ring 181
Changing the lines used by outgoing calls 181
Turning Services on and off 182
An example of how to turn on a Service manually 183
Turning Services on and off using feature codes 184
Viewing the active Services from a two-line display telephone
185
Viewing the active Services from a one-line display telephone
185
Using passwords 187
Using a Basic password 188
Changing passwords 189
Clearing a Call Log password 190
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Using special telephones 190
Direct-dial 190
Changing the direct-dial telephone assignments 191
Hotline 192
Bypassing a Hotline 192
Making a telephone a hotline telephone 192
Control telephone 194
Using Set lock 194
Changing Set Lock programming for a telephone 195
Using an auxiliary ringer 195
Turning the auxiliary ringer for a telephone on or off 195
Using Host System dialing signals 196
Link 196
Preventing a telephone from using Link 196
Pause 197
Long Tones 198
Programmed Release 198
Run/Stop 199
Wait for Dial Tone 199
Using pulse dialing for a call 200
Using your Norstar system from an external location 200
Controlling access to your Norstar system 201
Direct inward system access (DISA) 201
Class of Service (COS) 201
Maintaining security 202
Accessing Norstar remotely over the public network 202
Tones 203
Using Class of Service (COS) passwords 203
Changing your Class of Service 204
General System features 205
Disconnect supervision 205
Hunt Groups 205
Internal numbers 205
Line assignment 206
Target line 206
Line pools 207
Overflow call routing 207
M7100 telephone 207
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Memory buttons 208
One-line display 208
Prime line 209
Private lines 209
Volume bar 209
Wall mounting 209
Troubleshooting 211
Using the alarm telephone 211
Reporting and recording alarm codes 211
Testing the telephone 211
Testing the telephone display 212
Testing the telephone buttons 213
Testing the speaker in the telephone handset 213
Testing the telephone headset 213
Testing the telephone speaker 214
Testing the power supply to a telephone 214
Common feature displays 215
Index 221
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/ 1
Getting started with Norstar
Your Norstar digital key system has many powerful features that
can be customized to keep up with changes in your workplace.
Using this guide
The person who is responsible for adding or moving telephones
ormaking changestothe systemiscalled thesystemcoordinator.
This guide is designed to give the system coordinator all the
information he or she needs to carry out these kinds of jobs.
The first section contains step-by-step instructions on changing
the time and date, deciding how many rings it takes before a call
is forwarded and other day-to-day programming. Once you
understand these basic steps, you can move on to the many other
features described in the second section of the guide, and refer to
the first section only from time to time.
You can look at the contents page for an overview of the features
that are available, or check the index for specific features or
messages displayed on your telephone.
Understanding programming
When your system is installed, your installer or customer service
representative programs it to work with your telephone lines,
with your private network, if you have one, and with optional
equipment. They customize the system for your office. All
programming is recorded in the Norstar Programming Record .
You may want to further customize your system. For example,
you can change how some features work, or adapt the system to
changes in your office. Programming allows you to change
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Compact ICS 4.0 System Coordinator Guide P0881596 Issue 02
settings that probably need to be updated regularly because of
staff turnover or new business contacts. You can also assign
features and program buttons on individual telephones.
There are four ways to customize and maintain your Norstar
system:
• Initial programming is done for you by your installer or
customer service representative. It deals mostly with how
the system interacts with lines, telephones, and other
equipment.
• Your programming as a system coordinator changes how
features work for the system, as needed. It requires a
system coordinator password.
• A basic programming password is available to allow
individuals other than the system coordinator to make
changes without giving access to sensitive programming
capabilities.
• Personal programming is available to anyone through the
Feature button on their Norstar telephone. It allows
individuals to change how their telephone works to suit
themselves.
Before you start
Before you begin programming, plan what changes you want to
make. Record the changes in the Norstar Programming Record
so that you have the information at hand. For example, if you are
going to program system speed dial numbers, fill out the page in
the Norstar Programming Record so that you have all the
numbers and codes handy once you start programming.
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Getting started with Norstar / 3
P0881596 Issue 02 Compact ICS 4.0 System Coordinator Guide
What you’ll need to do programming
Programming is done using a telephone that can show two lines
of information on its display. Examples of telephones with two-
line displays are shown on page 3.
You need a programming overlay to show which buttons to press
when you are doing programming. See ‘‘The programming
overlay’’ on page 6.
When you use a telephone for programming, it is taken out of
service. This means it is unable to receive or make calls, and the
call forward features do not work. Do not use the main reception
telephone for programming because you may lose incoming
calls.
Using Buttons
The two-line telephone you use for everyday calling is used for
changes and maintenance. Examples of telephones with two-line
displays are shown in the illustration.
M7310 M7324
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Compact ICS 4.0 System Coordinator Guide P0881596 Issue 02
The next illustration numbers the buttons that are used for both
day-to-day communication and programming on the M7310.
87
95
23
1
4
4
6
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P0881596 Issue 02 Compact ICS 4.0 System Coordinator Guide
The M7324 is different from the M7310 in two ways: it does not
have dual memory buttons (item 5) or a shift button (item 6).
Using the buttons under the display
The three display buttons are used both for telephone features
and programming, but what each button does depends on what
the display shows. Some display instructions that you may see
when making changes on the system are
OK
,
CHANGE
or
COPY
. In
this guide, display button instructions are underlined.
Display buttons
Dial pad Used for dialing numbers when you are making
calls. It’s also used for entering numbers and
letters when you’re programming.
Display Shows instructions for everyday calling as well as
for programming.
Display buttons Have a variety of uses. The current use is shown
on the display above each button.
Memory buttons Dial a number or feature code stored on the
button.
Dual memory buttons Can store two numbers or feature codes (used
with the shift button).
Shift button Press the shift button before a dual memory
button to activate the second number or feature
code stored on a dual memory button.
Feature button Allows you to enter a feature code while using or
programming the telephone.
Hold button Puts an active call on hold.
Release button Hangs up an active call or ends programming.
1
2
3
4
5
6
7
8
9
display button
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Compact ICS 4.0 System Coordinator Guide P0881596 Issue 02
The programming overlay
When you begin programming, a group of buttons on the
telephone become the buttons for moving through programming
headings and settings. The programming overlay is a paper
cutout (found at the front of this guide) that shows the directions
the four buttons take you when programming.
Placing the programming overlay
Heading
Back Next
Show
Norstar Programming Overlay
Heading
Back Next
Show
Norstar Programming Overlay
Shows you the
heading for the
current level
Moves you one
item back at the
current level
Shows you the
first setting
within
the level
Moves you one
item forward at
the current level
Heading
Back Next
Show
Norstar Programming Overlay
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P0881596 Issue 02 Compact ICS 4.0 System Coordinator Guide
Programming buttons are active or inactive at different stages of
programming. A button is active (meaning you can use that
option), when the indicator next to it is lit (
ª or º ).
A map for working in programming
The programming maps on page 9 and page 10 show the
headings you’ll see when you move through the display menu
afterpressing
ƒ••Ç؈ÏÈÌ andentering
the password (the default password is
ÅΘȈ or
¤‹fl›fl ). The maps show you the choices under each
menu heading.
A Basic password can be used with a limited number of feature
codes, including
••ÊȘ‰ and the codes for turning
call services on and off. For more information, see ‘‘Using
passwords’’ on page 187.
Terminals and sets - Customize the many features
used by telephones. You can change where a call is
forwarded, give a telephone a name, or allow certain
features to be used at a telephone. You can change
the button programming on any telephone on the
system.
Lines - Program names for each line.
Services - Turn services on or off. These are Ringing
service, (often called night service) that allows
additional telephones to ring, Restriction service that
blocks certain kinds of calls and Routing Service that
decides what lines a call uses.
System speed dial - Program up to 70 different
telephone numbers so that people in your office can
dial them with a two-digit code.
Terminals&Sets
Lines
Services
Sys speed dial
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Compact ICS 4.0 System Coordinator Guide P0881596 Issue 02
Passwords - Change the password you use for
programming, or erase a Call log password.
Time and date - Change the time, date, or both.
System programming - Change the settings for the
System Answer that handles the overflow when the
attendant set is busy, and Custom Call Routing
(CCR) that gives a caller a choice of where to direct
their call.
Passwords
Time&Date
System prgrming
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