EZ ANSWER USER MANUAL
Contents
1. 200201898 USER MANUAL EZ ANSWER Auto Attendant EZ Answer USER MANUAL EZ Answer Models EZ 1060 EZ2180 2 1240 EZA2240 EZ Director PORT 2 PORT AUTO ATTENDANT Model EZD2480 EZ ADVANTAGE CORP 221 Broad Street MILFORD CT 06460 U S A Document Rev No 03 Firmware Version 3 0 EZ Answer EZ ANSWER User Manual Third Edition July 2001 Version 03 Copyright 2001 EZ ADVANTAGE CORP All Rights Reserved EZ ADVANTAGE CORP 221 Broad Street MILFORD CT 06460 U S A EZ Answer Table of Contents General 4 Installation denned 6 Connection 8 Functional Check 9 Operating tics aa aiea cede cas 11 Removable Voice 13 Programming the Unit olennon arininata aa riak 14 General Programming Rules 16 List of available programs 2 5 chieihs ods cewncceneccongmrdyeccdihcadteiea seek ccands 18 EZ DITO CION 52 Trouble shooting 61 DEFAULT PARAMETER TABLE 65 PROGRAM SHEET 66 Avviste2. does not transfer the call Most PBXs need a delay of about second after a hook flash before the digits are accepted for transferring a call Increase the delay after flash value under program 205 7 Even after all the above have been taken care of the PBX does not transfer the call The extension to which the unit is connected may not be enabled for hook flash and transfer Try to manually hook flash and transfer on a parallel instrument Enable the hook flash and transfer for the extension on the PBX 8 Sometimes the unit stops playing the main greeting even though no digits have been dialed This is most probably because the voice used for recording the main greeting is simulating a touch tone frequency at some point and the unit detects it as a digit Reduce the audio output level and try If this does not help re record the main greeting using someone else s voice 9 the supervised mode of transfer the unit is not able to recognize the busy and reorder tones from the PBX The EZ ANSWER is designed to recognize the standard North American Tone plans for Busy Reorder and ringback See Annexure A for the specifications of these tone plans If the tone plans followed by the PBX are different the above problem may arise The only solution 63 EZ Answer is to change the PBXs tone plans to follow the standard 10 The unit is not able to correctly perform the NO ANSWER check in fully supervised mode
3. Enter Program number prompt If that extension is already present in the list of valid extensions in memory the unit will prompt with 5 short beeps to indicate a duplicate entry and wait for the next extension to be entered All the valid and non duplicate entries will be appended to the end of the list of extensions already in memory The unit inserts a between two extensions while storing in memory Length of entry Total of 240 digits Press to terminate the programming 28 EZ Answer The unit will insert a between two extensions while storing in memory Hence the maximum numbers of valid extensions that can be stored are 80 extensions of 2 digits or 60 extensions of 3 digits or 48 extensions of 4 digits or 40 extensions of 5 digits After all the available space for the valid extensions is used up if another extension is entered the unit will prompt This entry is invalid and return to the Enter Program number prompt Note If this programming is being done without listening to the response tones appropriate pauses must be allowed between successive extension entries After an extension has been entered if another digit is entered before the confirmation beeps this last digit will be ignored Default value 107 There are no default entries for this program Program 147 To listen to the currently programmed list of valid extensions You will hear One Four Seven 0 6 se
4. digit Program 242 To listen to the currently programmed value for the Number of rings to pick up You will hear Two Four Two 0 6 sec silence One 37 EZ Answer Program 203 Message Delay period This value determines the delay period between the unit going off hook to the start of the message playing Enter 203 n where n 0 to 9 n x 0 2 sec gives the total delay period If is entered the unit will prompt the message This entry is invalid Default value 5 Length of entry fixed digit If this value is too small the caller may miss a few syllables or a word of the main greeting Program 243 To listen to the currently programmed value for the Message delay You will hear Two Four Three 0 6 sec silence Five 38 EZ Answer Program 204 Extension length All extensions are supposed to be of a fixed length as programmed under this program except for Operator extensions Mixed length extensions are not allowed While entering extensions under program numbers 107 108 109 207 and 208 this value will be used to accept the entries Enter 204 where 2 3 4or5 If any other value is entered the unit will prompt the message This entry is invalid Default value 3 Length of entry fixed digit Program 244 To listen to the currently programmed value for the Extension length You will hear Two Four Four 0 6 sec silence
5. ANSWER to the property s PBX as an extension The power input is through an EP socket and the unit will work reliably for any ac or dc input voltages in the range of 9 to 15 volts 4 EZ Answer The EZ ANSWER may be wall mounted or kept on the tabletop The unit has wall mounting eyelets on the bottom of the unit The eyelets are centered on 2 5 inch spacing for the 2 port unit and on 1 5 inch spacing for the port unit The EZ ANSWER has Level adjust controls at the bottom of the unit for adjusting the output level of the voice message played back to the caller The EZ ANSWER does not need any batteries to retain its VOICE MESSAGES or the Program Parameters since both are stored in Non volatile memory The EZ ANSWER is a Plug n play product which can be put to use with a minimum of programming It comes with default parameters and default voice messages programmed in the unit which will be adequate for most installations At some places the extension lengths and hook flash timings may need to be programmed to get the unit to work properly The EZ ANSWER is completely remote programmable EZ Answer Installation Unpack the unit from its shipping carton and check that all the materials have been received in good condition Any damages or shortfalls must be reported immediately to the distributor from whom the purchase was made Your EZ ANSWER shipping carton must contain the following The EZ ANSWER Auto Att
6. Invalid leading digit check or the Invalid extension list check The extension numbers may also be repeated between the plans for different single digit plans Default None All single digit plans are disabled by default Program 149 This program prompts the Single digit plan for all digits that have been programmed You will hear for the example on previous page One Four Nine 0 6 sec silence One 0 6 sec silence One Two Seven Star One Five Five 0 6 sec silence Two 0 6 sec silence Two Nine One 0 6 sec silence Four One Six 0 6 sec silence Three 0 6 sec silence Two Zero One Star Four seven Two Program 110 Fax extensions Available only the 2 1240 2 2240 models 33 EZ Answer The user may program up to 3 extensions as Fax extensions These extensions may be of different lengths For example you may enter 110 200 399 5001 To disable the fax detection enter as the first character Press to separate two extensions Press to terminate the entry At least digit must be programmed For example the entry 110 I is a valid entry When a call is routed to the EZ ANSWER it will go off hook and start playing the main greeting normally However if the incoming call is a fax call as soon as the Fax tone is detected it stops playing the main greeting and transfers to the Fax extension This feature allows the caller to listen to the main greeting to confirm that he has called th
7. a no answer check on the operator extensions The call will be transferred to the first operator extension which returns a ring signal Default value 105 0 Length of entry maximum of 16 digits including the key 24 EZ Answer The key is used to terminate the entry sequence If a is entered as the first digit or if two consecutive s are entered anywhere else in the string the system will treat it as an invalid entry If 16 digits are entered and then the key is pressed the unit will check for validity of the 16 digits and then store them if valid But the key will be processed as the first digit of the next program number which will make the unit exit the programming mode Hence the key must be used only if the total number of digits entered are less than 16 Program 145 To listen to the currently programmed value for the Operator extensions You will hear One Four Five 0 6 sec silence Zero The at the end is not prompted as it is an indicator of the end of the string 25 EZ Answer Program 106 Invalid leading digits All extensions with these leading digits will be taken as invalid extensions except if that specific extension is listed as a Valid extension OR if that leading digit is part of the Single digit dialing plan For example 106 3456789 would make all extensions whose first digit is 3 or 4 or 5 or 6 or 7 or 8 or 9 will be treated as Invalid So if
8. at the same time ensure that these custom greetings are not accidentally recorded over To replace the voice module switch off the power to the unit loosen the two screws holding the module to the main unit and unplug the module Now insert the new module with the proper orientation it can not be inserted the wrong way in tighten the two screws and then switch on the power to the unit Confirm the proper operation of the unit Warning Do not remove or insert the modules when the unit is powered on This may damage the voice module 2 If the unit is powered on without the voice module the PLAY and REC status lamps on the EZ ANSWER will be continuously flashing and the unit will not answer any calls Hence after replacing a voice module ensure that the unit is functioning normally 3 If the user tries to record the main greeting in a Custom voice module through program 104 the unit will prompt with the message This entry is invalid 13 EZ Answer Programming the Unit The EZ ANSWER Auto Attendant is shipped from the factory with default settings which should be good enough to work in most installations However some site specific parameters may need to be programmed before the unit is put into operation The following page lists the available programs along with the valid input parameters and the defaults already programmed in the unit The unit has a built in set of voice prompts which are used to guide t
9. digit dialing plan for digit 5 At the main menu if the caller presses 6 the menu message 11 will be played This recording has no sub menus 54 EZ Answer In the above example main menu message is Level the sub menu messages 01 06 and 11 are Level 2 messages and all the others are Level 3 messages Sample voice sub menus for above example could be as given below 40l 402 403 404 EZ Advantage manufactures EZ Hold Call Accounting Systems Auto Attendants and Voice Mail systems For information on EZ hold press for Call Accounting press 2 for Auto attendants press 3 and for Voice mail press 4 The EZ Hold is available with a recording time of upto 8 minutes These units have fully non volatile voice storage with more than million recording cycles and retention of recording is guaranteed for 10 years without power Callamatic Call Accounting systems are available as Stand alone units with a built in modem port PMS interface for most of the popular PMS systems PBX integration etc Standard models have storage for 3000 calls and may be upgraded to 15000 calls EZ Answer Auto Attendants are available in port and 2 port versions with 4 minutes of voice storage available for each port They are fully remote programmable and even the Main greeting may be recorded from a remote location These units also have voice prompting for ascertaining the programmed values 55 EZ Answer 4
10. hotel phone superstore If you know the extension Program 401 for products of the party you wish EZ Advantage manufactures to reach please dial it EZ Hold Call Accounting at any time during Systems this greeting For Sales press 1 for Accounts press 2 for Tech support press 3 to know more about our products press 4 Program 406 for directory for the company For directory of the Sales directory press 5 for Department press 1 for our address press 6 Accounts To reach the operator dial 0 or stay on the line 407 6 Program 411 for address Our address EZ Answer Trouble shooting Guide The unit does not answer the call OR it answers after 2 or 3 times the programmed number of rings a Check the cables and the extension for proper functioning b Connect a regular phone instrument in parallel across the unit and check whether the phone rings when a call is made to that extension If the phone rings intermittently then the unit will also not be able to count the rings properly c Reduce the number of rings to pickup to the minimum and try again d Observe whether the Power l e d on the unit becomes steady when you call in to the unit If it continues to flash but the parallel phone rings it could mean a bad cable a bad connector on the unit or a unit malfunction If the Power l e d becomes steady but the unit does not pick up the call this could ag
11. if it is answering a caller and both ports will be ready to accept program inputs Hence all program parameters will be common between the two ports If a voice prompt program is invoked to ascertain a programmed value the called port will play the message and the other port will remain idle 49 EZ Answer Whenever this program is invoked on exiting both ports will reset and restart If the units were working in the common mode and the programming is changed to individual mode after restarting they will work as independent ports However to change from individual mode to common mode you have to call into each port separately and program the common mode value of 0 in both ports The common mode of operation will come into effect only when both ports have been programmed accordingly Default value 0 Length of entry fixed digit Program 251 To listen to the currently programmed value for the Operation mode You will hear Two Five One 0 6 sec silence Zero 50 EZ Answer Program 300 This program plays back all the voice messages stored in the voice chip of the unit These include all the default messages and the main greeting If any digits are entered while the messages are being played the unit will stop playing the messages and wait for the user to enter the rest of the digits of the next program number Program 301 to 321 These progra
12. possible causes and remedies If you faced any problem during the basic functional check look through the Trouble shooting guide before calling for Tech support 10 EZ Answer Operating Basics The EZ ANSWER is a port 2 port Auto Attendant with several built in facilities To make the best use of these features it is necessary to understand the working of the unit as well as some features of your PBX and the site where it is being installed The default parameters have been designed to work straight away for most of the installations However there may be some problems in some sites Although the user is permitted to record the main greeting message on a Generic Voice module it must be noted that the default main greeting once recorded over cannot be retrieved The Hook Flash duration and the Delay after Hook flash are two parameters which need to be programmed properly before the unit can function correctly The unit will accept any digits that are dialed while the main greeting is being played If no digits are dialed till the main greeting is over the unit will wait for 5 seconds before transferring call to the operator A call routed normally by the PBX to the EZ ANSWER will have a higher priority over the Overflow Pickup call And hence if a normal call comes in while the unit is waiting for the requisite number of Overflow relay closures it will abandon the Overflow call and answer the normal call It i
13. 05 406 407 408 409 4ll Stand alone Voice mail Systems in 2 port and 4 port versions with 128 mailboxes and storage from 4 hours to 20 hours are available PC based Voice mail systems with 10000 mail boxes and 600 hours of voice storage are available in 4 port to 16 port versions having advanced features like remote call forwarding emergency paging remote maintenance etc For directory of the Sales Department press 1 for Administrative offices press 2 and for Accounts department press 3 For Tom dial 209 for Joe dial 206 for Harry dial 205 and for Bob dial 208 For Mary dial 211 for Julia dial 210 For Annie dial 101 for Tim dial 300 Our address is 221 Broad Street Milford Connecticut 06460 We are located very close to the Milford Railroad station right on the Milford green in close proximity of major banks Our fax number is 203 876 2810 After playing any of the Level 2 or Level 3 menu messages the default prompt Press to repeat this message 9 to go to previous menu 0 to reach the operator to hang up or dial the desired extension is played When the main greeting is playing Level 1 the first digit dialed by the 56 EZ Answer caller is subject to the Conflict dialing timer value Program 201 When Level 2 message is playing if any digit other than 0 or 9 is dialed the unit will check if any sub menus are enabled and whether the dialed digit has
14. DIRECT SPECIAL OR CONSEQUENTIAL DAMAGES 72
15. This may again be because of the non standard tone plan of the PBX which is generating higher or lower number of pulses per ring OR the pulse on off durations are different Change the PBXs tone plans to follow the standard 11 Overflow relay pick up does not function at all or the unit picks up the call much before the programmed number of relay closures a Check with a multimeter that the PBXs overflow relay contacts are closing and opening when there is an unanswered call at the console If that is not happening then the fault lies with the PBX or the wiring b Take a piece of wire and momentarily touch and release the Overflow relay terminals on the unit Confirm that the unit is registering the contact closures The Power l e d should stop flashing as soon as the contacts are closed the first time If that does not happen the unit may be faulty c If the pick up takes place with a lesser number of closures this could be because of relay contact chatter The relay contacts are already debounced inside the unit to take care of this problem However in extreme cases additional debouncing may be necessary 64 101 102 103 104 105 106 107 108 109 201 202 203 204 205 206 207 208 209 210 211 EZ Answer DEFAULT PARAMETER TABLE 12345 13 0 Default main greeting O 56789 none ou HUNWU N 65 EZ Answer PROGRAM SHEET Use this sheet to note down the val
16. Three 39 EZ Answer Program 205 Delay period after Hook Flash This value determines the delay period after hook flashing and before dialing the digits for transferring a call Enter 205 n where n 0 to 9 n x 0 5 sec gives the total delay period and are Invalid entries Default value 2 Length of entry fixed digit If this value is too small the PBX will miss one or more of the digits dialed by the unit for transferring the call Program 245 To listen to the currently programmed value for the Delay after Hook Flash You will hear Two Four Five 0 6 sec silence Two 40 EZ Answer Program 206 Number of rings to wait before deciding there is NO ANSWER from that extension When an incoming call is transferred to an extension in the fully supervised mode the unit waits to see if that extension is answered or not If the extension returns a ring signal the unit will wait for 3 rings max 9 rings before deciding that there is no answer at that extension If the extension is busy or if a re order fast busy signal is returned the appropriate message is played back to the calling party The ring signal has a very specific cadence and any response not matching the ringing sequence of second ring 3 second silence will be taken as answered and the caller will be connected to that extension Enter 206 n where n 3 to 9 rings For all other digits the unit will prompt
17. a matching sub menu entry If an entry exists the conflict dialing timer value is used to wait for further entry If no further digits are received the unit will play the appropriate sub menu message If more digits are received the unit will treat them as an extension transfer and further action would depend on the invalid leading digits entries Valid and Invalid extension lists If an invalid single digit is dialed that is a digit for which no matching sub menu has been programmed the unit will prompt This entry is invalid and return to the previous level which is the main greeting A Level 3 menu cannot have any sub menus and hence all entries other than 0 or 9 are treated as extension transfers Invalid single digit entries will take the unit back to the previous Level 2 menu If no digit is dialed for 20 seconds the unit will play the disconnect greeting and hang up In the above example the message number 10 is not used because the user may have recorded the message and later decided to not use the same Hence it is not necessary that all the messages recorded be in any sequence However this message 10 will continue to occupy the recording space until it is over recorded with another message under Program 410 Note Important It is the user s responsibility to record and assign the message numbers appropriately 57 EZ Answer 2 Important It is the user s responsibili
18. ain be due to a bad connector or a bad cable or a unit malfunction f Some PBXs may have a non standard ring pattern In such cases the total number of ring pulses received by the unit will be lesser than what the unit is programmed for The only remedy is to change the PBXs ring pattern or reduce the number of rings to pickup 61 EZ Answer 2 unit answers the call in fewer rings than what it is programmed for a Some PBXs with a non standard ring pattern may generate more pulses per ring than what the unit is programmed for The only remedy is to change the PBXs ring pattern or increase the number of rings to pickup 3 The unit answers the call but the first word of the main greeting is lost Increase the Off hook to message start delay in program 203 4 The unit does not stop playing the main greeting even when the digits are dialed but accepts the digits when dialed after the main greeting has finished playing The audio output level of the main greeting is very high and it is drowning out the digits that are being input Reduce the output level or re record the main greeting with a lower volume level 5 The unit accepts the digits dialed for transferring a call but after the hook flash the caller can hear the digits being dialed out by the unit The Hook flash duration is too short Increase the value in program 102 6 The unit hook flashes properly and dials out but the PBX 62 EZ Answer
19. be transferred to this alternate Reroute on busy extension Default value 210 One extension of any length max 5 digits may be programmed as a Reroute on busy extension If this is not programmed the call will be routed to the normal Operator extension However even if a Fully supervised mode has been selected the unit will not perform a no answer check on the reroute on busy extension The call will be transferred to the extension if it returns a ring signal Program 250 To listen to the currently programmed value for the Re route on busy extension You will hear Two Five Zero 0 6 sec silence The at the end is not prompted as it is an indicator of the end of the string 48 EZ Answer Program 211 only for 2 port units models EZ2180 EZA2240 Operation Mode Default value 211 0 0 Common mode of operation Individual mode of operation The 2 port unit is capable of operating in a individual mode or common mode In the individual mode the 2 ports are independent of each other and a separate set of program parameters and or main greeting message may be programmed for each of the 2 ports The 2 ports may be connected to two different PBXs also For all practical purposes they are like two separate port units In the common mode when either port enters into the programming mode it signals the other port which will terminate its current activity even
20. c silence One Two Three Star 29 EZ Answer Four Five Six Star The at the end is not prompted as it is an indicator of the end of the string Note An entry in the list of valid extensions will override the Invalid leading digit entries For example if 5 is an invalid leading digit but extension 534 is entered in the list of valid extensions it will be treated as a valid extension 30 EZ Answer Program 108 To delete one or all of the Valid extensions Enter the extension to be deleted after the program number For example 108 245 will delete extension 245 from the list of Valid extensions However the last remaining valid extension may be deleted only by using the Delete all extensions command shown below If that extension is not present in the list of Valid Extensions you will hear the message This entry is invalid and the unit will return to the Enter Program number prompt To delete all Valid extensions Enter 108 000 The number of 0 s to be entered will be same as the extension length i e if a four digit extension length has been selected enter 0000 and for a two digit extension enter 108 00 Program 148 This program will also prompt the Valid list of extensions same as program 147 31 EZ Answer Program 109 Single digit dialing plan The user has the option of allowing access to a group of extensions by a dialing a single digit For exa
21. e correct number and then press the START button on his fax machine The automatic transfer to the fax extension will take place as long as the fax tone is detected before the main greeting finishes playing If the unit encounters a busy signal from the first extension it will try the second and if even that is busy it will try the third extension in the list If a blind mode of transfer has been selected the unit will dial the first extension and hang up However even if a Fully supervised mode has been selected the unit will not perform a no answer check on the Fax extensions The call will be transferred to the first fax extension which returns a ring signal 34 EZ Answer Default value 110 The fax detection is disabled by default Length of entry maximum of 16 digits including the key The key is used to terminate the entry sequence If a is entered as the first digit or if two consecutive s are entered anywhere else in the string the system will treat it as an invalid entry If 16 digits are entered and then the key is pressed the unit will check for validity of the 16 digits and then store them if valid But the key will be processed as the first digit of the next program number which will make the unit exit the programming mode Hence the key must be used only if the total number of digits entered are less than 16 Program 150 To listen to the currently programmed value for the Op
22. endant User Manual Wall Adapter Modular cable s Select a suitable location for the EZ ANSWER to be placed it may be wall mounted or kept on the tabletop A suitable location should have one or two phone extension sockets and a power socket close by should be easily accessible for any service or maintenance work Plug in the Wall Power adapter into the Power socket and insert the other end into the Power input connector on the EZ ANSWER Switch on the power to the unit The Power l e d on the unit should flash rapidly for about 2 seconds then remain steady for a second and then continue to flash once a second indicating that it is now in normal operation Insert the modular connector in the line jack on the unit and insert the other end into the wall extension socket for both the ports Sometimes when the power is first applied or when the phone cord is inserted the Power l e d may glow steadily for about 5 seconds before returning to the slow On Off flashing state This is normal and need not cause any concern EZ Answer If the OVER FLOW pickup function is also to be used these connections from the PBX will need to be brought to the EZ ANSWER s location On the Two port Auto Attendant the Overflow inputs are common to both the ports However to avoid both ports picking up the Overflow call at the same time Port 2 is programmed to wait for one relay closure more than Port For example if 5 is the number of closure
23. erator extensions You will hear Five Zero The at the end is not prompted as it is an indicator of the end of the string 35 EZ Answer Program 201 Conflict Timer If the single digit dialing plan has been enabled for a digit and if that is the first digit dialed by the caller the conflict timer value will decide how long the unit will wait for the caller to press another digit before transferring as per the single digit plan If another digit is entered within this waiting period the single digit plan will be ignored If the dialing plan has not been enabled for the first digit dialed by the caller the unit will wait for the caller to enter a valid extension Enter 201 where 2 3 4 or 5 n wait period in seconds If any other value is entered the unit will prompt the message This entry is invalid Default value 2 Length of entry fixed digit Program 241 To listen to the currently programmed value for the Conflict timer You will hear Two Four One 0 6 sec silence Two 36 EZ Answer Program 202 Number of rings to pick up When the PBX routes an incoming call to the unit it may be programmed to answer the call on either the first ring or anywhere up to the ninth ring Enter 202 n where n I to 9 rings If 0 or is entered the unit will prompt the message This entry is invalid Default value I Length of entry fixed
24. for our address press 6 To reach the operator dial 0 or stay on the line In this case the single digit dialing plan in program 109 would be for example 53 EZ Answer 109 301 302 301 302 are Sales Dept extensions 1092411 235 411 235 are Admin extensions 109 3 261 344 261 344 are Accounts extensions 109 4 901 02 03 04 05 109 5 906 07 08 09 1096 911 The single digit dialing plans for the digits 1 2 and 3 are same as in the case of the standard EZ Answer Auto Attendant However when a caller presses 4 the voice menu message no is played the entry 901 indicates that 9xx is a voice prompt and 01 means the first message will be played Hence 9xx extensions are not allowed in the EZ Director The following entries of 02 03 04 and 05 mean that in message 01 the user has enabled further options for digits 1 2 3 and 4 A maximum of 6 sub menu options may be programmed So while the menu message no 01 is playing if the caller presses the menu message 02 will be played If 2 is pressed menu message 03 will be played if 3 is pressed menu message 04 will be played and if 4 is pressed menu message 05 will be played The menu message no 03 will stop playing as soon as the caller presses any digit At the main menu if the caller presses 5 the menu message no 06 will be played This message should have a recording giving options for digits 2 and 3 since 3 entries follow the 906 entry for the single
25. g mode The unit may take about second to write the values in the non volatile memory If more than digit is entered during this period it will lead to an error or unexpected consequences Hence if you are using a butt set to program the unit it is advisable to wait for at least second before continuing with the next program The values that are currently programmed in the system may also be ascertained by listening to the values prompted by the system The key is not prompted since it is used to terminate an entry After the programming is over and the user exits the programming mode by pressing the unit will start playing the main greeting and the user can now transfer to another extension or test the parameters that were just programmed 17 EZ Answer List of available programs Program 101 141 102 142 103 143 104 144 105 145 106 146 107 147 108 109 149 110 150 201 241 202 242 203 243 204 244 205 245 206 246 207 247 208 209 249 210 250 211 251 300 321 999 Change the existing password Set the hook flash timing Transfer type selection Record main greeting Operator extensions Invalid leading digits Valid extension list Delete valid extension Single digit dialing plan Fax extensions Conflict timer Number of rings to pick up Off hook to Message delay Extension length Delay after hook flash No of rings for no answer Inval
26. he appropriate message is played back to the caller Fully supervised In this mode the unit will wait for the extension to answer before transferring the incoming call If there is no answer from the extension the unit will play back the message I am sorry there is no answer from that and then allow the caller to dial 0 for the operator or hang up The number of rings that the unit will wait before deciding there is no answer from the called extension will depend on the value programmed under program 206 Blind mode In this mode the unit will not check for ring no answer busy re order signals from the PBX The call will be transferred as long as it is not part of the invalid extension list The unit will dial out the extension and hang up Enter 103 n where n 0 I or 2 21 EZ Answer If any other value is entered the unit will prompt the message This entry is invalid Default value 0 Length of entry fixed digit Program 143 To listen to the currently programmed value for the Transfer type You will hear One Four Three 0 6 sec silence Zero 22 EZ Answer Program 104 To record the main greeting EZ ANSWER has a default main greeting already recorded in it To record your message over this default greeting do as follows Enter 104 You will hear a long tone Begin speaking after the tone Press to terminate the recording A mai
27. he parameters were changed while testing prior to dispatch If the unit does not pick up the call even after 16 rings most likely the ringing signal received from the PBX is faulty EZ Answer Once the unit picks up and answers the call listen to the voice message and adjust the output level if necessary The Volume adjust control is located at the bottom of the unit As long as the unit remains off hook the OFF HOOK l e d will be glowing steadily Whenever the unit is playing a voice message the PLAY l e d on the unit will be glowing Go into the programming mode and run program 999 to set all default values Change the Extension Length program 204 to the desired value and exit programming mode Now call into the EZ ANSWER and dial an extension number while the unit is playing the main greeting or during the 5 second s silence after the greeting message Confirm that the unit transferred the call to the extensions that you had dialed If these basic functions worked properly go into programming mode and set all the other parameters to suit your site To check the OVERFLOW pickup function without connecting to the PBX take a piece of wire and lightly touch the two terminals a few times observe the Power l e d stop flashing the Off hook lamp coming on and then the Play l e d start to glow This indicates that the unit has picked up the call Most of the common problems are listed at the end of this manual along with the
28. he user during programming and also to ascertain the currently programmed values in the system The unit is fully remote programmable The user can program and check all of the values as well as record the main greeting from any remote location by calling into the unit from a standard touch tone phone instrument 14 EZ Answer To enter the Programming Mode Call in to the EZ ANSWER by dialing the extension to which it is connected The unit will pick up the call and start playing the main greeting At any time while the main greeting is being played or during the 5 second silence after the main greeting is over press the star key to enter the Programming mode As soon as is pressed the main greeting will stop playing Now enter the 5 digit password followed by the pound key The default password is 12345 If the password is valid the unit will prompt you with the message Enter Program Number f the password is invalid you will hear the message This entry is invalid and the unit returns to the main greeting Press 12345 to enter programming mode Press to exit programming mode Normally a single is enough to take you out of the programming mode However entered in quick succession is guaranteed to take you back to the main greeting EZ Answer General Programming Rules All the digits for the program number and the values for that program should be entered one after
29. id extension list Delete invalid extension Overflow relay pick up code Reroute on busy extension Operation mode Listen to default messages Set all default values 18 EZ Answer Program 101 To program a new 5 digit password Enter 101 nnnnn nnnnn is the new password that you want to set The password may include but not as a digit Length of entry fixed 5 digits Default password 12345 Program 141 To listen to the currently programmed password You will hear One Four One 0 6 sec silence One Two Three Four Five EZ Answer Program 102 To program the Hook flash duration The hook flash duration is programmable in steps of 50 msec 0 05 sec from 0 to 2 45 seconds Enter 102 nn Range for nn 0 49 Hook flash duration nn x 0 05 sec If nn 0 then no hook flash will take place Default value 13 650 ms Length of entry fixed 2 digits Program 142 To listen to the currently programmed value for the Hook flash duration You will hear One Four Two 0 6 sec silence One Three 20 EZ Answer Program 103 To select the TRANSFER TYPE EZ ANSWER Supports 3 types of transferring an incoming call Type 0 Semi supervised Type Fully supervised Type 2 Blind mode Semi supervised In this mode the unit will transfer the call to an extension if that extension returns a ring signal If that extension is busy or invalid t
30. lete extension 245 from the list of Invalid extensions However the last remaining invalid extension may be deleted only by using the Delete all extensions command shown below If that extension is not present in the list of Invalid Extensions you will hear the message This entry is invalid and the unit will return to the Enter Program number prompt To delete all Invalid extensions Enter 208 000 The number of 0 s to be entered will be same as the extension length i e if a four digit extension length has been selected enter 0000 and for a two digit extension enter 208 00 Program 248 This program will also prompt the Invalid list of extensions same as program 247 45 EZ Answer Program 209 The EZ ANSWER has a provision for the incoming call to be picked up through the Overflow Relay When an incoming call goes unanswered at the Operator Console the PBX can be programmed to activate the Overflow relay These relay contacts may be wired to the Overflow Relay input of the EZ ANSWER When the Overflow relay closes and opens its contacts a pre defined number of times the EZ ANSWER will go off hook and dial the pick up code now the PBX connects the incoming call to the EZ ANSWER and then start playing the main greeting The caller will then have all the options available through the EZ ANSWER Default value 209 5 67 In the above example 5 is the number of relay closures t
31. mple the main greeting may be dial I for Sales 2 for Accounts and 3 for Reservations And when the caller dials you can make the unit transfer the call to 127 or 155 if 2 is dialed transfer to 291 or 416 and if 3 is dialed transfer to 201 or 472 In the above example a single digit plan for 1 2 and 3 has been enabled The dialing plan may be enabled for the digits to 9 For each digit two extensions may be programmed The programming sequence for the above example will be as follows 109 127 wait for 2 beeps 155 Enter program number 109 2 291 wait for 2 beeps 416 Enter program number 109 3 201 wait for 2 beeps 472 The dialing plan for each digit must be entered one at a time To enter only one extension for a digit enter 109 I 127 wait for 2 beeps To delete both extensions entered earlier enter 109 To delete only one of the two extensions entered earlier first delete both extensions and then re enter the required extension The mode of transfer to these extensions depends on the transfer mode selected under program 103 32 EZ Answer The dialing plan for 0 is not allowed since it is reserved for the Operator extensions It is also not necessary to enable the plan for digits in a sequence For example the dialing plan may be enabled for digits 4 and 8 only All the extensions that are entered here will be treated as Valid extensions and will not be subject to the
32. ms will play back the individual messages that are stored in the unit Program 321 will play back the main greeting Program 999 Store all default values in the non volatile memory This program will take about 3 seconds to execute any digits entered during this period will be ignored Hence wait until the Enter Program number prompt is heard before pressing any more digits 51 EZ Answer EZ Director The EZ Director has additional voice recording space and additional program features to enable the user to have multiple voice menus This feature is very useful in allowing the callers to get information for example driving directions rates and availability of rooms in hotels announcements of holiday specials product pricing or features company directory product information etc The caller can repeat a message or go back to the previous menu or dial an extension or reach the operator from any of the voice menus The EZ Director has a total of 8 minutes of recording space Out of this the first 46 seconds are reserved for the default messages The next 50 seconds are reserved for the MAIN greeting The balance space of 384 seconds is available for voice menu messages The EZ Director can have a maximum of 16 messages with a total maximum of 384 seconds of recording time Each of these messages can be of any length and may be recorded and re recorded in any order at any time individually or one af
33. n greeting of up to 50 seconds may be recorded Once a new greeting is recorded restoring the factory default settings cannot retrieve the default greeting Program 144 To listen to main greeting After the main greeting is played back the unit will prompt with Enter program number indicating that it is ready to accept the next input If a digit is input while the main greeting is playing the unit will terminate the greeting playback and accept the dialed digit as the first digit of the next program number 23 EZ Answer Program 105 Operator extension The user may program up to 3 extensions as Operator extensions These extensions may be of different lengths For example you may enter 105 0 261 3564 In the above example one Single digit one 3 digit and one 4 digit extension has been programmed Press to separate two extensions Press to terminate the entry At least digit must be programmed For example the entry 105 I is a valid entry When a caller requests a transfer to the Operator extension EZ ANSWER will dial the first extension in the above list If the unit encounters a busy signal from the first extension it will try the second and if even that is busy it will try the third extension in the list If a blind mode of transfer has been selected the unit will dial the first extension and hang up However even if a Fully supervised mode has been selected the unit will not perform
34. n two extensions while storing in memory Hence the maximum numbers of invalid extensions that can be stored are 37 extensions of 2 digits or 28 extensions of 3 digits or 22 extensions of 4 digits or 18 extensions of 5 digits After all the available space for the invalid extensions is used up if another extension is entered the unit will prompt This entry is invalid and return to the Enter Program number prompt Note f this programming is being done without listening to the response tones appropriate pauses must be allowed between successive extension entries After an extension has been entered if another digit is entered before the confirmation beeps this last digit will be ignored Default value 207 There are no default entries for this program 43 EZ Answer Program 247 To listen to the currently programmed list of invalid extensions You will hear Two Four Seven 0 6 sec silence The at the end is not prompted as it is an indicator of the end of the string Note An entry in the list of valid extensions will override the entries in the list of Invalid extensions For example if 534 is entered in the list of valid extensions and the list of Invalid extensions it will be treated as a valid extension 44 EZ Answer Program 208 To delete one or all of the Invalid extensions Enter the extension to be deleted after the program number For example 208 245 will de
35. o wait before dialing the pick up code 67 The number of relay closures may be any value from to 9 The value 209 will disable the Overflow pick up feature Length of entry variable Maximum total 5 digits A call routed normally by the PBX to the EZ ANSWER will have a higher priority over the Overflow Pickup call And hence if a normal call comes in while the unit is waiting for the requisite number of Overflow relay closures it will abandon the Overflow call and answer 46 EZ Answer the normal call On the Two port Auto Attendant the Overflow inputs are common to both the ports However to avoid both ports picking up the Overflow call at the same time Port 2 is programmed to wait for one relay closure more than Port 1 For example if 5 is the no of closures programmed under program 210 Port will pick up the call after 5 closures If Port is busy answering a call Port 2 will pick up the call after a total of 6 relay closures Program 249 To listen to the currently programmed value for the Overflow Relay pickup code You will hear Two Four Nine 0 6 sec silence Five Star Six Seven 47 EZ Answer Program 210 Re route on busy extension If an extension to which a caller requests a transfer returns a busy signal the caller will hear the prompt l am sorry that room is busy Please dial 0 for an Operator or try your call later Now if the caller dials 0 the call will
36. s programmed under program 210 Port will pick up the call after 5 closures If Port is busy answering a call Port 2 will pick up the call after total of 6 relay closures You are now ready to do a Functional Check of the unit and then put it into operation EZ Answer Connection Diagram EZ Answer Functional Check After the Installation has been completed satisfactorily you will need to carry out a few preliminary checks before putting the unit into operation If you are looking at the EZ ANSWER while you are running the functional check it will be very easy to solve any problems that may be encountered as well as understand the programming methods You will need another extension from which you can call into the EZ ANSWER to go through the functional check Ascertain the extension number of the EZ ANSWER and call into it from the second extension The unit should pick up the call after the second ring and start playing the main greeting If the EZ ANSWER does not pick up the call by the second ring observe whether the Power on the unit is steady or flashing If it is still flashing it means that the unit is not getting any RING signal Check the extension into which the EZ ANSWER is plugged in may be the extension is faulty or you may be calling some other extension number If the Power l e d is steady wait for at least 16 rings if the unit picks up the call before 16 rings it may be because t
37. s suggested that the users familiarize themselves with the programming of the unit and then change the default password so that unauthorized changes of the parameters will be avoided EZ Answer The 2 port unit can function as 2 individual ports totally independent of each other or as a common 2 port unit In the individual mode of operation the two ports are not linked together in any way except to be physically packaged into one unit Each of the two ports may be programmed with a separate set of program parameters different main greeting messages and also be connected two different EPABXs In the common mode of operation when one port goes into the programming mode it will signal the other port which will then terminate all activities If it is in the middle of answering a call it will disconnect the caller and both ports will remain in the programming mode till the caller exits from the programming mode Here all the program parameters are common between the two ports 12 EZ Answer Removable Voice Modules The EZ ANSWER is supplied in two versions with fixed built in Voice storage or with Voice modules which are replaceable The removable modules are of two types Generic which are re recordable by the user and Custom not re recordable The removable voice modules make it possible for the user to have different pre recorded custom greetings to suit the different seasons amp occasions and
38. tata tienen tari haiti aren inetd 69 EZ Answer General Features The EZ ANSWER is a One port Two port Auto Attendant with 40 seconds of default messages on each port Models 21060 and EZ2180 have 50 seconds of recording time available for the user and models 2 1240 and EZA2240 have 200 seconds of voice recording space available to the user The EZ DIRECTOR has 40 seconds of default messages 50 seconds of main greeting and an additional recording space of 380 seconds for voice menus The EZ ANSWER has an Overflow Relay Pick up facility to pick up and answer calls that go un answered at the Operator Console The EZ ANSWER also has a music input While recording the main greeting a music source may be connected through this input to have background music while the main greeting is played back Status e d s show the current operating status of the unit When the EZ ANSWER is powered on the green colored POWER lamp blinks a few times rapidly glows steady for second and then flashes on off indicating normal operation The OFF HOOK lamp starts glowing as soon as an incoming call is answered and remains on as long as that port is off hook The PLAY and RECORD lamps glow while the port is playing back or recording a voice message respectively The port and 2 port units are identical in all respects except for one additional program available in the 2 port units A standard USOC RJI I phone jack is used to connect the EZ
39. ter the other While recording the MAIN greeting if the time limit of 50 seconds is exceeded the recording is automatically terminated and the unit returns to the Enter program number prompt It is the user s responsibility to match the programming for the single 52 EZ Answer digit dialing plan with the options being played back to the caller in the MAIN greeting and the sub menu prompts and the sub menu prompt sequence numbers themselves To record or listen to the voice menu messages go into programming using the password Please note Messages are recorded in the 400 range listen to these messages in the 500 range and to set Message boxes in single digit dialing the 900 range is used For example 403 to record a message 503 to listen to the recorded message and 903 to set up said box in single digit dialing Program numbers for Audiotex 401 416 Record sub menu messages to 16 Wait for long tone begin speaking and to terminate the recording stop speaking wait for 3 seconds and then press 501 516 Listen to sub menu messages no to 16 Sample Audiotex main menu Main greeting Thank you for calling EZ Advantage the hotel phone superstore If you know the extension of the party you wish to reach please dial it at any time during this greeting For Sales press for Accounts press 2 for Tech support press 3 to know more about our products press 4 for the company directory press 5
40. the 58 EZ Answer overflow relay terminals Important Sometimes when the recording of a voice menu message is terminated by pressing the key the tone also gets recorded at the end of the message When this message is played back to a caller accessing the voice menus the call may get terminated because the tone at the end of the message may be taken as the tone pressed by the caller to terminate the call Hence is very important to play back each message after recording and ensure that you do not hear the tone at the end of the message If the tone is recorded you must re record the message to ensure that the tone does not get recorded at the end of the message However this is very rare occurrence and you may not need to re record at all in most cases Important When recording the main greeting under Program 104 care must be taken not to terminate the recording within 5 seconds even if the program was entered into by mistake Program 400 Available under six digit master password only This program may be used to record all Audiotex messages continuously one after the other by playing an audio file on the PC A silence of 3 seconds the tone and 0 6 sec of silence must be used to separate two consecutive messages 59 EZ Answer Flow chart for the example given above Main greeting Er Xfer to Sales Dept Thank you for calling EZ Advantage the Xfer to Accounts Dept
41. the caller dials 301 he would hear the message This entry is invalid unless the extension 301 is programmed in the VALID LIST of extensions Enter all digits one after other and press to terminate the entry Default value 106 56789 Length of entry maximum of 9 digits including the key The key must be used to terminate the entry only if the total number of digits entered are less than 9 If a is entered the unit will prompt This entry is invalid and will ignore the entire string of digits that were entered 26 EZ Answer Program 146 To listen to the currently programmed Invalid Leading digits You will hear One Four Six 0 6 sec silence Five Six Seven Eight Nine The at the end is not prompted as it is an indicator of the end of the string 27 EZ Answer Program 107 To enter the list of Valid Extensions Under this program the extensions are entered one by one After entering the program number enter the first extension to be placed in the list of valid extensions The extensions must be of a fixed length as programmed under Program No 204 The unit will check for validity and store that extension in the memory and then give 2 short beeps to indicate that you can now enter the next extension An all 0 extension is invalid and a in the extension is invalid If an invalid extension is entered the unit will prompt This entry is invalid and return to the
42. the message This entry is invalid Default value 3 Length of entry fixed digit Program 246 To listen to the currently programmed value for the Number of rings for No Answer You will hear Two Four Six 0 6 sec silence Three 41 EZ Answer Program 207 To enter the list of Invalid Extensions Under this program the extensions are entered one by one After entering the program number enter the first extension to be placed in the list of invalid extensions The extensions must be of a fixed length as programmed under Program No 204 The unit will check for validity and store that extension in the memory and then give 2 short beeps to indicate that you can now enter the next extension An 11 0 extension is invalid and in the extension is invalid If an invalid extension is entered the unit will prompt This entry is invalid and return to the Enter Program number prompt If that extension is already present in the list of invalid extensions in memory the unit will prompt with 5 short beeps to indicate a duplicate entry and wait for the next extension to be entered All the valid and non duplicate entries will be appended to the end of the list of extensions already in memory The unit inserts a between two extensions while storing in memory Length of entry Total of 112 digits Press to terminate the programming 42 EZ Answer The unit will insert a betwee
43. the other except for program numbers 107 109 and 207 If the unit responds with the message This entry is invalid it means that either you entered a program number which does not exist or that the parameters for that program are invalid out of range If a digit is input while the unit is playing a voice prompt the voice prompt will be terminated and the unit will wait for further inputs Hence until the user is familiar with the programming methodology it is recommended that the user wait for the voice prompts to finish playing fully before proceeding with the next program inputs Some programs require a variable number of digits to be entered while the rest of the programs require a fixed number of digits to be entered Where a variable length entry is permitted if less than the maximum number of digits permitted for that program are entered the key is used to terminate the entry sequence 16 EZ Answer For the fixed length entry programs the unit will start processing the entered digits as soon as all the digits are entered The key is not to be used for terminating the entry sequence for these programs If no digits are input for 60 seconds the unit will time out and exit from the programming mode On successful completion of a program the old values will be overwritten with the new values in the unit s non volatile memory and will come into effect after exiting from the programmin
44. ty to ensure that the menu options recorded in the Level and 2 menus match the entries for the Level 3 menus in the Single digit dialing plan for 109 3 Itis not necessary to record the menu messages in any particular order 4 Extension numbers cannot have 9 as the starting digit since 9 signifies a voice menu 5 entries in program 109 for Audiotex options will accept a 3 digit entry only irrespective of the extension length programmed in Program 204 6 maximum of 6 options may be given in a Level 2 menu Hence for example 109 5 901 02 03 04 05 06 07 is the maximum allowed 7 While recording any of the Audiotex messages if the end of recording space is reached the unit will give 7 short beeps and automatically terminate the recording An attempt to record a new message will immediately terminate with the 7 short beeps and a This entry is Invalid prompt When there is no further recording space available an existing message may be re recorded till it fills up the same amount of space that it had occupied earlier 8 There is no provision to delete a message once it is recorded Hence if all available space is used up and if an existing message is to be deleted start re recording that message and terminate within second itself 9 While recording the Audiotex messages the recording may be terminated by either pressing the key allow a 3 second silence before pressing the key or by momentarily shorting
45. ues programmed for your site The sheets for programs 107 and 207 are at the end 66 EZ Answer EZ Answer 68 EZ Answer ANNEXURE A North American Tone Plan BUSY 3 480 620 Hz 500 ms ON 500 ms OFF REORDER 480 620 Hz 250 ms ON 250 ms OFF RING BACK 440 480 Hz sec ON 3 sec OFF The EZ ANSWER allows for a 5 variation on either side of the nominal values mentioned above However any tone plan not falling within the above may not be detected properly by the EZ ANSWER and hence the semi and fully supervised modes of transfer may not function correctly 69 EZ Answer Notes 70 EZ Answer Notes 71 EZ Answer WARRANTY SUMMARY EZ ANSWER PORT 2 PORT AUTO ATTENDANT Applicable to the following Model Numbers EZ 1060 2 1240 EZ2180 EZA2240 EZ ADVANTAGE CORP warrants that the products that it manufactures and sells will be free from defects in materials and workmanship for a period of year from date of shipment from the factory If the product proves defective within the Warranty period EZ ADVANTAGE CORP will repair or replace the unit free of cost EXCEPT AS PROVIDED IN THIS SUMMARY OR THE APPLICABLE WARRANTY STATEMENT EZ ADVANTAGE CORP MAKES NO WARRANTY OF ANY KIND EXPRESS OR IMPLIED INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR PARTICULAR PURPOSE IN NO EVENT SHALL EZ ADVANTAGE CORP BE LIABLE FOR IN
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