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Inter-Tel IP Phone 8520 User's Manual

1. TO SAY PRESS Access new voice mail messages New 1 Record voice mail messages Record 2 Access saved voice mail messages Saved 3 Access personal mailbox options Personal 4 Access message options Options 5 Disable Automatic Speech Recognition Disable 8 ADVANCED MAILBOX MAIN MENU TO SAY PRESS Access voice mail messages Voice mail 1 Record voice mail messages Record 2 Access e mail messages E mail 3 Access personal mailbox options Personal 4 Access message options Options 5 Access faxes Facsimile 6 Disable Automatic Speech Recognition Disable 8 REMOTE FEATURE ACCESS Remote Feature Access allows you to change your station password place your endpoint in Do Not Disturb mode and forward calls from another endpoint or through a special dial up line If you do not hear a tone after each step or if you hear repeating tones you have made a mistake or the feature is restricted Start over To use Remote Feature Access 1 EITHER call number provided by your system administrator If required enter your password OR use any endpoint on the system 2 Enter E E EJ Enter your extension number 4 Enter your password and press EM You can now use the features described below and at right To change the station password 1 Enter EB EB EM wo Enter the new password and press EJ Enter the new password again for verifica tion
2. 0c eee eee eee eee 77 Using Your Advanced Mailbox aan 78 Setting Up Your E Mail Password 79 Accessing E Mail Messages sees 81 Accessing Fax Messages 222 aaa 84 Recovering Deleted Messages aaa 85 Changing Message Envelopes 22 aan 86 Voice Mail Flowchart Advanced Mailbox 87 2 z a m B D m gt O m zu Inter Tel Model 8520 User Guide 75 INTRODUCTION Enterprise Messaging EM is the voice processing system that provides advanced messaging features with the E mail Reader feature This section provides information and instructions about advanced mailbox tasks for users who have E Mail Reader enabled for their mailbox If your mailbox does not have E Mail Reader enabled you have a standard voice mailbox see page 7 The instructions for many voice mail tasks are identical for standard voice mailbox and advanced mailbox users therefore the instructions for these common mailbox tasks are not repeated in this section See the following pages for common mailbox tasks e Initializing your mailbox see page 16 e Recording your personal greetings see page 17 e Recording your voice mail directory name see page 18 e Accessing your mailbox see page 34 e Disabling and enabling ASR see page 35 e Accessing voice mail messages see page 36 e Recording and sending voice mail messages
3. New Messages EB Saved Messages E TRANSFER METHOD pa Unannounced Screened A Announce Only gt MESSAGE OPTIONS Cancel Unheard Messages iki Recover Deleted Messages kJ Listen EB Recover All 2 Purge All BIG REMOTE MESSAGING Program Cascade Level EN Enter cascade level number then Change 1 Personal Eg Pager 3 Enter Time of Day EN Set Days of Week Weekdays EN All Days 2 Individual Day 1 7 EJ Select Message Category 4 Priority Messages KI All Messages Part No 550 8112 Issue 9 April 2005 NO A IUE
4. 0 c eee eee eee nee nen nn nnn 84 Recovering Deleted Messages 0c cece eect RII nh 85 Changing Message Envelopes 2 00 cece eee eee ete I eee 86 Voice Mail Flowchart Advanced Mailbox 0 00 0 cee eee B 87 LEARNING MORE rre asic me ins ma na Ro KNB RU a Rc c ie 8 89 Introductio sacas Irc cna AA AA Ca uc mac ose ace AA AA 90 What the Administrators Can Do for You lesen 90 Frequently Asked Questions FAQs 2 2 2 IA 91 Default Feature Codes e n hh nn 94 INDEX 62 35 eek unb EE EUR ORE ROCRORE R ROG AA Hoes AA DR DR pk 99 iv Finding Your Way RH z z o C p 5 lt SECTION CONTENTS PAGE Wele0 MGa amaaa aa aa aa aa ew nd a ERE MAN BA 2 About This Guide 0 eee 2 About Your Endpoint eee eee eee 3 Feature Button Functions 2220200000 4 Display da a nang Nga Paha maha ase dhe NGALAN DA 5 Message Indicator Lamp a 5 DSS BLF and Mini DSS 0 eee 6 About Voice Mail 0 eee 7 Enterprise Messaging a 9 Automatic Speech Recognition ASR 10 What You See and Hear 2 ce eee eee 11 Software Compatibility cee eee 12 Inter Tel Model 8520 User Guide 1 WELCOME Your new Model 8520 provides access to several features each of which is described in this guide The About This Guide section below lists the different sections in this user
5. 90 Frequently Asked Questions FAQs 91 Default Feature Codes eee ee nnn 94 m gt a z 0 Ed e Po m Inter Tel Model 8520 User Guide INTRODUCTION If you want to know more about your endpoint and voice mail system this is the sec tion for you With additional information and an FAQ you should be able to find answers to most of your questions NOTE Because the telephone system is very flexible and programmable the proce dures for using the features might vary slightly from the descriptions in this guide If so your trainer or system administrator can tell you how your system differs and how to use the features WHAT THE ADMINISTRATORS CAN DO FOR YOU The administrators are the people to whom you should turn if you have any problems with your endpoint and or voice mail They have access to advanced programming features and can reset certain settings associated with your endpoint The types of administrators that can help you with your endpoint voice mail are as follows e System Administrator Performs certain telephone system functions including Setting the date and time Programming System Speed Dial numbers Making database changes such as programming usernames toll restriction DND messages and extension numbers e Voice Mail Administrator Performs tasks associated with the voice mail sys tem including Recording a broadcast messa
6. 17 m Recording Your Voice Mail Directory Name 18 Making and Receiving Calls a 19 z Intercom Calls llle 19 Outside NANA ARE PAO 21 o Emergency Calls 41424422 41412022 1 92 943 23959 ET aad 22 m Call Waling i a nk EREX EARS ERU bees edens 22 Placing Calls On Hold 0 0c cece eee eee eee eee 23 a Placing Conference Calls sees 24 Transferring Calls ee eee 25 To Another Extension a 25 To Voice Mall 5 maa NAA sea eta palad de aaa 25 To an Outside Number 000000 e eee eee 25 Using Reverse Transfer eee 26 Forwarding Calls 0 00 ccc eee eee 27 Manual Call Forwarding 00 0 e eee eee eee 27 Automatic System Forwarding 200 eas 27 Redirect Call 25 deans NAAN NA adhe wine do ate 28 Redialing a Number e eee eee eee eee n nnn 28 Displaying Information on Your Endpoint 29 Date Time Name and Extension Number 29 Outside Party s Name Number aaaa naana 29 Using a Headset eee eee 30 Using the Speaker and Microphone 31 Mute Button 2 0 eee 31 Group Listen Using the Speaker 31 Enhanced Speakerphone Mode 2 32 Using the Message Button cece eee eens 33 Leaving Messages 0 0c eee eee eee 33 Retrieving Messages 0 0 e ee eee eee 33 Accessin
7. 6 M N 9 Nor 6 HA HI FU HE HO tsu 7 P Q R S 7 MA MI MU ME MO ya 8 T U V 8 YA YU YO 5 F yu 9 W X Y Z 9 RA RI RU RE RO yo 0 0 WA WO N pa ba long The Japanese characters are only available if the Multilingual feature is enabled and Japanese is installed as the secondary language The character available depends on the software version 66 Inter Tel Model 8520 User Guide Voice Mail Directory With the voice mail directory subscribers and non subscribers can use ASR if enabled or dialpad digits to search for names in the directory Subscriber names are automatically added to the directory when their mailbox is initialized ASR may not be able to locate names that are pronounced differently than they are spelled For these types of names use the alternate search method of spelling the name using the endpoint dialpad digits see table below You begin a search by dialing the system voice mail extension and selecting the direc tory option You are prompted to say or spell the name of the mailbox user you want to search for For example if you say the name John the system locates all of the sub scribers with the first or last name of John The list of names returned might include the names John Smith John Jones John Nielson David John Robert John etc When one to 10 matches are located you can browse the list of returned names by selecting the Previous say Previous
8. 4 Hang up 50 Inter Tel Model 8520 User Guide Changing the Call Screening Transfer Method NOTE The Call Screening feature is available only if it is enabled for your mailbox Contact your voice mail administrator to see if this feature is enabled for your mailbox Depending on the transfer method you select calls that are transferred from your mailbox may be one of the following e Unannounced Calls Calls are sent directly to your extension e Announce Only Calls Before voice mail transfers a call to you a prompt asks the caller to record his or her name When you answer you hear You have a call from caller s name Then the call is sent to your extension e Screened Calls Before voice mail transfers a call to you a prompt asks the caller to record his or her name When you answer you hear You have a call from caller s name You can choose whether or not to accept the call See page 65 for instructions about using the call screening feature To change your transfer method if enabled Access your mailbox as described on page 34 Say Personal or press Eli to select the Personal Options Menu Say More or press El for More Options BA DN Say Transfer or press E The system tells you what your current transfer method is You can then select the desired transfer method as follows e Say Unannounced or press Kllto select unannounced transfers e Say Scr
9. Skip or by pressing EJ if desired Recording Your Personal Greetings You can store two different personal greetings in your voice mailbox a primary and an alternate You may change or choose to use either greeting at any time You can then select which greeting you want played when a caller reaches your voice mailbox Because the purpose of this greeting is to tell callers why they have reached your voice mailbox you should include the following information e Whether or not you are in the office and where you can be reached e When you will be returning calls e For callers who do not wish to leave a message how to exit voice mail say Operator or press El to return to the operator The following are some sample greetings to help you plan your message e Primary Greeting Hello this is I am either on another line or away from my desk and cannot take your call at this time If you need to speak to someone immediately please dial zero now Otherwise leave a detailed message and I will return your call as soon as possible Thank you e Alternate Greeting Hello this is I will be away from the office from day date until day date If you need to speak to someone immediately please dial zero now Otherwise leave a detailed message and I will return your call when I return Thank you You can also select the System Greeting if you do not want to record a primary or alternate greeting The system greeting states M
10. o z USING ACCOUNT CODES If your telephone system is programmed to use the Station Message Detail Recording SMDR feature you might be required to enter account codes when you place a call These codes add information to telephone record reports that the system will periodi cally print There are three types of account codes e Standard account codes are automatically entered into the SMDR report when ever you place a call e Forced account codes must be dialed before you can place an outside call e Optional account codes can be entered at any time during a call NOTE Your system administrator can tell you which types of account codes are used on your telephone system To enter an optional account code 1 Press Oo and dial EB KB KU 2 Enter the optional account code If the account code is not immediately accepted press EM To set an account code for all calls placed from your endpoint Dial ER and then the account code If the account code is not immediately accepted press EM This code will be used for all calls made from your endpoint until it is disabled To disable the code Dial EJ KU and press EM 64 Inter Tel Model 8520 User Guide SCREENING CALLS If desired you can screen calls that are transferred from voice mail This allows you to accept and or refuse specific calls Depending on the call screening transfer method you select see page 51 calls from voice mail may be unannounced
11. Adding Parties toa Conference 24 Adjusting your endpoint s LCD contrast 15 your endpoint s viewing angle 14 Administrators 90 Advanced Mailbox using 78 voice mail flowchart 87 Agent Help 71 Agent IDs 72 Alphanumeric Mode 11 Alternate Greeting 17 Assigning Secondary Extension Buttons 62 Automatic Call Answer 47 Automatic Call Distribution ACD 72 Automatic Speech Recognition ASR 9 Automatic System Forwarding 27 B Background Music 47 Buttons DSS BLF 62 feature 4 lamps 5 11 message 33 mute 31 secondary extension 62 special 4 C Call Pick Up Reverse Transfer 26 Call Waiting 22 Callbacks 20 Calls enabling disabling hunt groups 72 forwarding 27 making conference 24 placing onhold 23 receiving non handsfree 20 receiving off hook voice announce 20 redirecting 21 transferring 25 waiting for called endpoint 20 Camp On 20 Canceling call forwarding 27 callback requests 20 do not disturb 43 messages 33 queue requests 22 reminder messages 44 unheard voice mail messages 41 waiting messages 33 Cascade Levels 54 Changing call screening transfer method 51 directory name 18 e mail password 80 fax destination number 52 keymaps 47 language 48 message search order 53 personal greeting 18 remote access password 69 transfer method 51 voice mail message envelope 50 voice mail password 49 voice mail e mail and fax message envelope 86 volume levels 46 Clearing Reminder Messages 44 Conference Calls 24 Conn
12. Llu lsss 46 Changing Volume Levels an 46 Selecting a Ring Tone 0 00 ce eee ee eee 46 Enabling Background Music 2 00 47 Changing Keymaps 000 e eee eee 47 Enabling Automatic Call Answer 47 Changing the Language 0 0 an 48 Returning to Default Operation 48 Setting Mailbox Preferences 0c eee eeeeee 49 Changing Your Mailbox Password 49 Changing the Voice Mail Message Envelope 50 Changing the Call Screening Transfer Method 51 Programming a Fax Destination 52 Changing the Message Search Order 53 Programming Remote Messaging 54 Speed Dialing a na onnaa onnan nunen nunen aaa 56 s Station Speed Dial 0 00 0000000 cece eee eae 56 lt System Speed Dial 000 cee ee 58 S Using Record A Call 000 c eee cee eens 59 e Pagin 3x4 amd aue AA 60 z Enabling Paging ccc eee eee 60 Making Pages e eee eee eae 60 Performing a Hookflash During a Call 61 Programming Your Feature Buttons 61 Programming Direct Station Selection Buttons 62 Programming Secondary Extension Buttons 63 Using Account Codes 0 20 ce eee eee eee 64 Screening Calls eee eene 65 Using the Directories lesen
13. Unplug the headset cord from the headset jack 2 With the handset in the cradle dial EB KI Headset Off feature code or dial EN Headset On Off feature code The display shows HEADSET MODE OFF NOTE If you have both a headset and a handset connected to your endpoint and you are using the headset you can quickly transfer audio to the handset by lifting the hand set from the cradle Press K to transfer the call back to the headset before replacing the handset in the cradle 30 Inter Tel Model 8520 User Guide USING THE SPEAKER AND MICROPHONE If you are not using a headset you can talk handsfree using your speaker and micro phone You can also use the speakerphone for on hook dialing call monitoring and background music Mute Button To mute the microphone so that you can hear the other party but they cannot hear you this does not put them on hold Press MUTE I To return to the call Press MUTE JJ Group Listen Using the Speaker With the Group Listen feature you can transmit a conversation over the speaker while you use the handset or headset to continue speaking This allows other people to hear the caller while the caller can only hear you 2 m z i9 s gt A m o NOTE You cannot use this feature on a handsfree call You must be on a call using the handset or a headset before entering the feature code To turn the group listen feature on or off d
14. With Remote Messaging you can program voice mail to call you when your mailbox receives new voice mail messages Using a cascade a series of up to nine telephone numbers voice mail will call each number until it successfully connects to a device e g pager answering machine etc Because your mailbox can have a primary and an alternate cascade of numbers you can program a cascade to be used during specific days and times For example if you want to be paged when you receive a voice mail message from 5 10 PM on weekdays you can set up a primary cascade If you also want to receive pages for messages marked priority on the weekends you could set your alternate cascade for all day on Saturdays and Sundays zZ o o 2 o z 54 Inter Tel Model 8520 User Guide To set up remote messaging for voice mail messages if enabled 1 Access your mailbox as described on page 34 2 Say Personal or press Eli to select the Personal Options Menu 3 Say Remote or press IE You have the following options e Say Primary or press Hl to set up a primary cascade e Say Alternate or press E to set up an alternate cascade 4 Say Level or press Hj and then say or enter the number 1 9 of the level you wish to program You then have the following options e To set up or change an extension or outside number Say Number or press KM EITHER say Internal or press Kll for an exte
15. you are sometimes prompted to press EM to indicate to the system that you have finished entering digits It is not necessary to say Pound or Hash when using ASR The silence that fol lows your voice command replaces the El digit e While you are recording a message ASR is temporarily disabled therefore you cannot issue spoken commands to access options like pause and erase If you attempt to issue a spoken command while you are recording your recording will include the command you issued To access the pause and erase options you must press the appropriate dialpad digits e You cannot use ASR to set up your e mail password see page 79 For security reasons you must enter your e mail password characters by pressing the appro priate dialpad digits Entering passwords this way prevents others from overhear ing your password e If the system cannot interpret your voice commands for three consecutive attempts ASR is temporarily disabled by the system for the current call You can still complete tasks using the dialpad digits however you will no longer be prompted to say a command e You can temporarily disable ASR for the current call by selecting option eight from the main menu 10 Inter Tel Model 8520 User Guide WHAT YOU SEE AND HEAR As you can see your Model 8520 and telephone system come equipped with many features To help you understand what everything means it is recommended that you read the following infor
16. 1 EITHER Press FWD I OR Dial one of the following feature codes e B Ell Cal Forward All Calls All incoming calls are forwarded with out ringing at your endpoint e E E KB Call Forward If No Answer All incoming calls are forwarded if they are not answered before a timer expires NOTE Only the installer or system administrator can adjust this timer HE Call Forward If Busy When your endpoint is busy all incom ing calls are forwarded without ringing at your endpoint e KB ER El Call Forward If No Answer or Busy All incoming calls are for warded if your endpoint is busy or if you do not answer as described above 2 Do one of the following e To forward to an outside telephone number Select an outgoing line and dial a telephone number e To forward to an extension number Dial the extension number e To forward to your message center Press MSG To cancel any call forward request EITHER Press FWD and then d OR Dial any one of the feature codes listed above and then press e Automatic System Forwarding Automatic System Forwarding allows your system administrator to route calls based on the type of call and the status of your telephone Although you cannot program the path of a system forward you can enable or disable this feature on your endpoint To enable or disable System Forwarding Dial KB E KE Inter Tel Model 8520 User Guide 27 2
17. 3 Then press the flashing button to answer the waiting call e To have the caller hear DND signals Press DND See page 42 for more infor mation about DND mode 22 Inter Tel Model 8520 User Guide PLACING CALLS ON HOLD You can place calls on hold in one of two ways individual or system e Individual Hold places the call on hold at one endpoint It can then be directly picked up at that endpoint or it can be picked up at another endpoint using the Reverse Transfer Call Pickup feature see page 26 e System Hold places the call on hold in the system You can then pick up the call at any endpoint that has a flashing button for the call including the endpoint that placed it on hold NOTE You cannot place intercom calls on system hold To place a call on Individual Hold 1 Press V9 2 Hang up or place another call To place an outside call on System Hold 1 Press co and dial EH 2 Hang up or place another call To return to a call that is on hold Lift the handset and press the flashing button 2 m Z i9 s gt AI m Is Inter Tel Model 8520 User Guide 23 e uu x 7 o EF Ll o PLACING CONFERENCE CALLS With the Conference feature you can establish a conference call with up to three intercom and or outside parties four including you To place a conference call 1 2 3 4 While on the first call press CNF to pu
18. 8 9 10 11 ENGLISH CHARACTERS JAPANESE CHARACTERS 1 amp 1 A l U E o a 2 A B C 2 KA KI KU KE KO 3 D E F T 3 SA SHI SU SE SO u 4 G H l 7 4 TA CHI TSU TE TO e 5 J K L Hor 5 NA NI NU NE NO o 6 M N o Nor 6 HA HI FU HE HO tsu 7 P Q R S 7 MA MI MU ME MO ya 8 T U V 7 8 YA YU YO yu 9 W X Y Z 9 RA RI RU RE RO yo 0 0 WA wo N pa ba long The Japanese characters are only available if the Multilingual feature is enabled and Japanese is installed as the secondary language The character available depends on the software version Inter Tel Model 8520 User Guide 43 e W 04 lt x e 7 o W o USING REMINDER MESSAGES Never be late for a meeting again With Reminder Messages you can program your endpoint up to 24 hours in advance to alert you at a specified time At the pro grammed time the reminder message signals you with eight short tones and your dis play shows the message If you are on a call you still hear the tones and the message displays for ten seconds Then the display returns after you hang up Reminder dis plays interrupt but do not affect programming Your telephone system can have up to 20 different reminder messages each of which can be changed by the system administrator installer or programmer Your trainer or system administrator will give you a list of reminder messages for your system For convenience
19. ID The display shows AGENT LOGGED INTO ALL ACDS You are logged into the ACD hunt group using Agent IDs NOTE If another Agent ID is already logged in at this endpoint you hear repeating tones and the display shows DIFFERENT AGENT ID ALREADY USED You must have the other agent log out before you can use that end point To log into one or more ACD hunt groups that do not use Agent IDs Press EM The display shows AGENT LOGGED INTO ALL ACDS You are logged into the ACD hunt group that does not use Agent IDs If you were already logged in the display shows ALREADY LOGGED INTO Aunt group If you are not a member of the entered hunt group the display shows NOT AN AGENT IN THIS HUNT GROUP and you hear repeating tones Start over 4 Hang up if off hook Repeat this procedure to log into additional ACD groups if necessary Inter Tel Model 8520 User Guide 73 zZ o 9 2 o z When you log in to a group you may be automatically connected to a call after you hear a short ring burst If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset you will be automatically connected If this option is not enabled for your hunt group the call will ring until you answer it or until it times out to another extension NOTE Even if the ACD Agent ID Automatic Connect option is enabled the first call you receive after you log in or remove your endpoint from DND whi
20. a fax message E Mail Reader announces the fax envelope accord ing to the envelope options that you set see page 86 Because a fax message is received by your e mail account as an attachment to an e mail message in the form of a tif file E Mail Reader cannot read the text in the body of the fax To view the fax and read it you must access it from your e mail account With your advanced mailbox you can save delete and forward a fax to another fax machine using the available menu options when prompted see page 84 2 z a m sz B pa m gt iz m zi Inter Tel Model 8520 User Guide TT Y m a q m 72 lt wi o Z D 5 USING YOUR ADVANCED MAILBOX After you set up your mailbox see page 16 you can use personal or system greetings to let callers know if you are out of town on a call etc You can send messages to individuals and to a group of people if your voice mail administrator has programmed a name for the group In addition various options allow you to customize your mail box manage your messages and screen your calls To allow the system to retrieve e mail and fax messages from your e mail account you must first set up your e mail password see page 79 When you access your mailbox see page 34 the system announces how many new and saved voice mail fax and e mail messages you have in your mailbox You can choose which type of message you want to access by selecting voice mail f
21. and press EEE AUN Enter your current password and press EJ To turn on Do Not Disturb 1 Enter I KI 2 Enter message number 01 20 see the default DND message list below If desired enter the optional second line message text see the dialpad character chart on the next page 4 Hang up To turn off Do Not Disturb Enter EJ E and hang up Do NOT DISTURB MESSAGES 01 DO NOT DISTURB 11 OUT OF TOWN TIL 02 LEAVE A MESSAGE 12 OUT OF OFFICE 03 IN MEETING UNTIL 13 OUT UNTIL 04 IN MEETING 14 WITH A CLIENT 05 ON VACATION TIL 15 WITH A GUEST 06 ON VACATION 16 UNAVAILABLE 07 CALL ME AT 17 IN CONFERENCE 08 AT THE DOCTOR 18 AWAY FROM DESK 09 ON A TRIP 19 GONE HOME 10 ON BREAK 20 OUT TO LUNCH VACATION is replaced by HOLIDAY in European systems DIALPAD CHARACTERS NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 1 amp 1 2 A B C 2 3 D E F 3 4 G H 4 5 J K L or 5 6 M N o Nor 6 T P Q R s 7 8 T U V 8 9 w x Y Z 9 NOTE The characters associated with the 5 and 6 dialpad digits are dependent on the software version To turn on Call Forward 1 Enter one of the following Call Forward fea ture codes All Calls 355 If No Answer 356 If Busy 357 If No Answer Busy 358 2 Enter an extension number or enter a line access code followed by an outside tele phon
22. announce only or screened When your mailbox is programmed for screened calls you have the following options when you receive a transfer e Say Accept or press EM to accept the call p p e Say Replay or press Klil to replay the announcement e Say Voice Mail or press Bff to send the call to voice mail e Say Forward or press and then enter the extension number to forward the call to another extension e Say Refuse or press to refuse the call USING THE DIRECTORIES With directories you can use your endpoint s dialpad to find names and numbers You can then use the directory information to make calls access features or leave voice mail messages NOTE If ASR is enabled for the voice mail directory you can search the directory using spoken commands see page 67 S z O z Telephone Directory The endpoint directory contains a list of the extension numbers System Speed Dial numbers feature codes and their associated names To search for an item you can enter the full or partial name The system will then find the closest match Once the correct match is displayed on your endpoint you can dial the number or press a but ton to access that extension or feature Inter Tel Model 8520 User Guide 65 To search the telephone directory using your dialpad buttons see table below 1 With the handset in the cradle press Hi KU KA 2 Press Kl for the intercom directory El
23. copy of the message to a fax desti nation Then say or enter the fax destination number The system plays the fax destination number Select one of the following Say Yes or press EM to verify the number The system announces that the fax is scheduled for delivery Say No or press EM to start over NOTE You cannot forward an e mail message to a mailbox or group list When you forward an e mail message the e mail is converted to a fax and for warded to the fax destination telephone number that you specify e Say Previous or press E to listen to the previous message e Say Envelope or press E to play the introductory message envelope see page 86 for programming instructions e Say Next or press IG to listen to the next message e Say Save or press to save the message e Say Delete Message or press to delete the message NOTE You may be prompted to confirm deleting the message Say Yes to delete the message or No to cancel the request to delete the message 5 Hang up 2 z a m E r pa m gt O m zu Inter Tel Model 8520 User Guide 83 Y m a q m 72 ri wi o Z D 5 ACCESSING FAX MESSAGES NOTE By default the message lamp on your endpoint lights when you receive a new voice mail message Although the lamp can be programmed for other functions it can not be programmed to indicate that you have received a new f
24. enabled for each type of message How ever you can change your envelope options as described below To change and save your message envelope 1 Access your mailbox as described in Mailbox Access on page 34 2 Say Personal or press Elto select the Personal Options Menu 3 Say Envelope or press El to select the Message Envelope Options Menu 4 Select the media type you would like to change e Say Voice Mail or press KB e Say E Mail or press E e Say Facsimile or press EM 5 You can then do any of the following e Say Time Date or press Kl to enable or disable the time and date options e Say Source or press El to enable or disable the message source option e For voice mail say Length or press to enable or disable the message length option For e mail say Subject or press E to enable or disable the subject option For faxes say Pages or press Ef to enable or disable the pages option e Say All Options or press Ell to enable all options and return to the Per sonal Options Menu e Say None or press Ef to disable the entire envelope and return to the Per sonal Options Menu e Say Accept or press EM to accept the changes e Say Cancel or press EM to return to the Personal Options Menu 6 Hang up 86 Inter Tel Model 8520 User Guide VOICE MAIL FLOWCHART ADVANCED MAILBOX NOTE At any menu level you can say Cancel or press to cancel or
25. for the outside directory or for the feature directory 3 Enter letters or numbers up to 10 characters as described below e Remain in alphanumeric mode Message button and lamp lit Press the dial pad buttons to enter the desired characters Note that letters correspond to the letters printed on dialpad buttons 2 9 The number of times a button is pressed determines which character is entered For example 77776444844 would enter SMITH When adjoining characters are located under the same button press FWD I once to advance to the next character For exam ple 5666 FWD 66337777 would enter JONES Press FWD once to advance and twice to leave a space or press MUTE to backspace e Change to numeric mode Message button and lamp unlit Press the dialpad buttons to enter an extension number Press MUTE to backspace 4 Press EM to begin the search If desired you can use the high low end of the vol ume button to move alphabetically through the directory To dial a number or feature code while it is displayed z Press EJ ce o NUMBER OF TIMES BUTTON IS PRESSED o BUTTON 1 2 3 4 5 6 7 8 9 10 11 ENGLISH CHARACTERS JAPANESE CHARACTERS 4 amp 1 A I U E a 2 A B C j 2 KI KU KE KO i 3 D E F 3 SA SHI SU SE SO u 4 G H I 4 TA CHI TSU TE TO e 5 J K t or 5 NN N NU NE NO o
26. guide and describes the type of information you can find there If you need to access information quickly refer to the Quick Reference Guide attached to the front of this guide You can also tear out the pocket guide to keep as a handy reference for fea tures you are likely to use while away from the office Remote Feature Access and Voice Mail z x o o Z m rs ABOUT THIS GUIDE This guide contains instructions for using the Model 8520 on the Inter Tel telephone system To help you find information more quickly this guide is divided into five sep arate sections as indicated by the tabs These sections include the following e Finding Your Way This section provides you with a picture of the Model 8520 and includes general information designed to help you find what you need e Getting Started This section includes basic endpoint and voice mail informa tion and provides instructions on how to perform everyday tasks such as answering calls making calls and using voice mail e Moving On In this section you ll learn how to use advanced endpoint and voice mail features e Using E Mail Reader This section includes information on how to use the advanced messaging features available with E Mail Reader e Learning More This section outlines how your administrators can help if you experience a problem with your endpoint It also provides you with a list of Fre quently Asked Questions FAQs so you can troubl
27. is enabled for your mailbox when you change the message search order your changes apply to your voice mail e mail and fax messages To change the message search order Access your mailbox as described on page 34 Say Personal or press Ei to select the Personal Options Menu Say More or press Kl for More Options Say Order or press EM for the Message Search Order c 0 N Select one of the following options e Say New or press Kl to change the search order for new messages e Say Saved or press A to change the search order for saved messages 6 Your current message search order is played Select one of the following options e Say First or press Ef to retrieve the earliest received messages first First In First Out e Say Last or press EM to retrieve the latest received messages first Last In First Out e Say Cancel or press to return to the Personal Options Menu without making changes z e z O z 7 Hang up Inter Tel Model 8520 User Guide 53 Programming Remote Messaging NOTE The Remote Messaging feature is available only if it is enabled for your mail box Contact your voice mail administrator to see if this feature is enabled for your mail box ALSO The remote messaging feature is supported for voice mail messages only If E Mail Reader is enabled for your mailbox you cannot use remote messaging for e mail and fax messages
28. m z i9 s gt AI m Is Redirect Call The Redirect Call feature allows you to forward any call that is ringing on your end point without having to answer the call NOTE You cannot redirect calls to an extension that is in DND or to a restricted out side number To redirect a call to an extension number 1 Press Oo and dial ER 2 Dial the extension number To redirect a call to an outside telephone number 1 Press Oo and dial EB 2 Enter the outside telephone number 3 Press EJ REDIALING A NUMBER The Redial feature allows you to quickly redial the last outside number you dialed Although most endpoints redial the last number dialed your system administrator can program your endpoint to redial the last number saved To use the Last Number Dialed feature if enabled With or without the handset lifted press REDIAL A line is selected automatically and the number is dialed To use the Last Number Saved feature if enabled e To save the last number dialed While the endpoint is idle or while listening to intercom dial tone press REDIAL e To redial the saved number After selecting a line press REDIAL The number is dialed automatically e W 04 lt x e 7 o W o 28 Inter Tel Model 8520 User Guide DISPLAYING INFORMATION ON YOUR ENDPOINT Your Model 8520 has two lines of display where you can view information such as the dat
29. may be pro grammed to select the mailbox or you may be required to dial it You hear a confirmation tone when the Record A Call feature is activated To turn off Record A Call EITHER Press oo and dial EB ES E OR Hang up S z O z Inter Tel Model 8520 User Guide 59 Zz O o ci 2 O PAGING The Paging feature allows you to make an announcement through endpoint speakers or external speakers if your system is equipped with external paging equipment To prevent announcements from transmitting through every endpoint in the system this feature uses page zones Each zone contains a different combination of extensions and external paging equipment and is programmed by your system administrator Ask your trainer or system administrator how the zones are programmed and list them below for your convenience B WN Hr c O O00 a Tm tA NOTE The Model 8520 endpoint has a PAGE button which is programmed to a spe cific page zone If you do not know which page zone is programmed for this button ask your system administrator Enabling Paging You can enable or disable page receiving for your endpoint by using the Page Remove Replace feature code If your endpoint is assigned to more than one page zone all zones are removed or replaced at once you cannot turn off individual zones To turn paging on and off for your endpoint Dial E Making Pages To make pages 1 Pr
30. message you can e Say Replay or press Hf to replay the message e Say Reply or press E to reply to the message e Say Forward or press EJ to forward the message e Say Previous or press KB to listen to the previous message e Say Envelope or press Ell to play the message envelope e Say Next or press EG to listen to the next message e Say Recover or press fa to recover the message OR say Recover or press El to recover all deleted messages OR Say Purge or press Kl to permanently delete all deleted messages 6 Hang up WD 2 z a m B r zi m gt O m zu Inter Tel Model 8520 User Guide 85 Y m a q m Y lt ul o Z D 5 CHANGING MESSAGE ENVELOPES When you receive a voice fax or e mail message a message envelope is played The envelope can include the time and date the message was left the source of the message and additional information that is associated with the media type Common envelope options for voice mail e mail and fax include e Time and Date The time and date the message was received e Source The source of the voice e mail or fax message These envelope options vary by media type e Length The recorded time in minutes for voice messages e Subject The text in the subject field for e mail messages e Pages The number of pages included in the fax attachment By default all of the envelope options are
31. num Forward calls to the specified number 27 ber pi D Press the high or low end of the volume but Adjust volume during a call 43 ton In addition to the buttons identified in the preceding table your endpoint has a Spe cial button Qo Depending on how your telephone system is configured you may need to press this button before you dial a feature code NOTE Because the telephone system allows customized feature buttons your end point may have been reprogrammed so that the feature buttons do not match those described in this guide 4 Inter Tel Model 8520 User Guide Display Your Model 8520 has two lines of display with 16 characters per line When your endpoint is idle this display shows your extension number your username the time of day and the date At other times it may display reminder messages Do Not Dis turb DND messages numbers dialed call sources elapsed time of calls current call costs error messages etc RH z z a lt o Cc x 5 lt Because the display can only support 16 characters you may see a few abbreviations The most commonly used abbreviations are provided in the table below ABBREVIATION WORD PHRASE ACCT CODE Account Code CNF Conference DEST Destination DIR Directory DND Do Not Disturb EXT Extension MSG Message RCL Recall SPKR Speaker SPKRPHN Speakerphone STN SPD Station Speed Dial SYS SPD Syste
32. or by pressing ES If the number was not associated with a mailbox the prompt requests a mailbox number If the message was from an outside caller you cannot leave a voice mail message Say Call Back or press El to make a return call Your call will be transferred automatically to the caller s extension or telephone number if the number is available If the user is not available you will have the option of leaving a voice mail message If the telephone number is not available you cannot reply to the mes sage e Say Forward or press Kl to forward a copy of the message to another sub scriber f you want to include an introduction say Record or press KB Otherwise say Accept or press EM to forward the message without addi tional comments 2 m 2 i9 s gt A m o e Say Previous or press E to listen to the previous message e Say Envelope or press Elf to play the introductory message envelope see page 49 for information on envelope options e Say Next or press IG to listen to the next message e Say Save or press Ei to save the new message in your mailbox e Say Delete Message or press IE to delete the message NOTE You may be prompted to confirm deleting the message Say Yes to delete the message or No to cancel the request to delete the message 6 Hang up Inter Tel Model 8520 User Guide 37 Recovering Deleted Voice
33. password you will be prompted to update it for E Mail Reader See page 79 for additional information about entering your e mail password Why don t I have e mail and fax messages in my mailbox If your mailbox is the standard voice mailbox see page 7 you will not receive e mail and fax messages in your mailbox To receive these types of messages E Mail Reader must be enabled for your mailbox Check with your voice mail administrator to see 1f E Mail Reader is enabled for your mailbox Why do I get the wrong response when I try to complete a task by saying a command Several things affect the system s response to voice commands One reason the sys tem may not be responding to voice commands is that Automatic Speech Recognition ASR may not be enabled on your system If your system s voice prompts do not include the option to say a command then ASR is not enabled See page 10 for additional guidelines for using ASR Sometimes I experience audio problems on my endpoint such as echo distorted sound or choppiness To whom do I report this The system has an audio diagnostics feature that users can access to diagnose audio problems Contact your system administrator if you are having audio problems If the Audio Diagnostics feature 1s enabled on your system your administrator can provide you with instructions about how to use the audio diagnostics feature Tm r4 fe o FA ir lt m Inter Tel Model 8520 Us
34. return to the previous menu or say Accept or press EM to accept MAILBOX ACCESS X ACCESSING MESSAGES EITHER Press the Mes PERSONAL OPTIONS Note Options vary by media sage button to respond to a type message from voice mail Record Greeting EN OR Call the voice mail Dp While the message is playing extension number say Poman Greeting EH Back Up EN Login or press gj and Alternate Greeting EI 2 d say or enter your mailbox Pause E number System Greeting Enter your password See Recording Options Move Forward EN press ER Record Directory Name EN Lower volume EN See Recording Options 5 SUBSCRIBER MAILBOX MENU MOTOREN Play the Envelope E Voi um Higher volume E Voice Mail Ch i ange Envelope Settings ll PET Save the Message Record Time Date EE E Mail Delete the Message ER nud E Skip to the End ERA i Skip to the En Personal Options Length Subj Pages El Options Message Options Ei All Options Em After the message Facsimile 6 None E Replay Message EN Disable ASR EB Remote Messaging E Reply to the Message EN Primary Cascade 1 Forward a Copy EB RECORDING A MESSAGE 4 Alternate Cascade E Go to Previous Message Kil 3 More Options EN Play the Enve
35. see page 39 e Canceling unheard voice mail messages see page 41 e Changing your mailbox password see page 49 e Changing the call screening transfer method see page 51 e Programming a fax destination see page 52 e Changing the message search order see page 53 e Programming remote messaging see page 54 e Screening calls see page 65 e Using the voice mail directory see page 67 NOTE For a voice mail flowchart for standard mailbox users see page 105 n4 Wi a az ui n4 E Ed wi U zZ 7 76 Inter Tel Model 8520 User Guide E MAIL READER FEATURES When E Mail Reader has been enabled for your mailbox you have the advanced mailbox The advanced mailbox unifies your local voice mail messages and your remote fax and e mail messages in one convenient location E mail Reader uses Text to Speech TTS capabilities to convert the text in an e mail message to a wav file If E Mail Reader is enabled for your mailbox you can access voice mail e mail and fax messages in your mailbox using your endpoint When you access an e mail message in your mailbox E Mail Reader first announces your e mail according to the envelope options that you set see page 86 Then after the envelope is played E Mail Reader reads the text in the body of the message Once you have listened to your e mail you can access additional options to reply forward save or delete the message see page 81 When you access
36. the software version EXTENSION NUMBERS EXTENSION NAME EXTENSION NUMBER NEW NUMBER Endpoint Extensions 1000 1999 Hunt Groups 2000 2299 Attendant 0 Ll ra fe o Z a lt Ll m 94 Inter Tel Model 8520 User Guide GENERAL FEATURE CODES FEATURE NAME FEATURE CODE NEW CODE Account Code Following Calls 391 Account Code Optional 390 ACD Agent Log In 326 ACD Agent Log Out 327 ACD Agent Log In Out 328 ACD Agent Wrap Up Terminate 329 Agent Help Request 375 Agent Help Reject 376 Answer Ringing Call 351 Audio Diagnostics 320 Automatic Intercom Access On Off 361 Automatic Line Access On Off 360 Automatic Line Answer 350 Background Music On Off 313 Call Forward All Calls 355 Call Forward If Busy 357 Call Forward If No Answer 356 Call Forward No Answer Busy 358 Conference 5 Change Language 301 Data 340 Default Station 394 Directory 307 Display Time And Date 300 Do Not Disturb 370 Do Not Disturb Cancel 371 Do Not Disturb On Off 372 Do Not Disturb Override 373 Enhanced Speakerphone Enable 310 Feature Button Default 395 Group Listen 312 Handsfree On Off 319 Headset On 315 Headset Off 316 Headset On Off 317 Hold Individual 336 Hold System 335 m Hookflash Recall in Europe 330 n Hunt Group Remove 322 z Hunt Group Replace 323 Hunt G
37. to access more options MESSAGE OPTIONS Below is a summary of the options you can use when accessing messages after playing messages and when recording voice mail messages LISTENING TO MSG AFTER MSG PLAYS LEAVING MSG 1 Back Up Replay the Replay the message message 2 Pause Reply to the Append the message message 3 Skip forward Forward a copy Erase and re record 4 Lower volume Listen to previ ous msg 5 Play envelope Play envelope 6 Increase vol Listen to next ume message 7 Save the message 8 9 Delete the Access deliv message ery options Cancel Skip to end Send message and exit Message options vary based on media type FEATURE CODES CODE FEATURE NAME CODE FEATURE NAME 391 Account Code All Calls 324 Hunt Group Remove Replace 390 Account Code Optional 303 LCD Contrast Control 326 ACD Agent Log In 365 Message 327 ACD Agent Log Out 366 Message Cancel Msg Left 328 ACD Agent Log In out 368 Message Cancel Msg On Endpt 329 ACD Agent Wrap up Term 367 Message Silent 375 Agent Help Request 314 Microphone Mute 376 Agent Help Reject 7 Page 361 Automatic Intercom Access 325 Page Remove Replace 360 Automatic Line Access 397 Program Buttons 350 Au
38. up Inter Tel Model 8520 User Guide 91 m 2 a z a Oo Po m Q8 A8 Q9 A9 Q10 A10 Q11 A11 Q12 A12 Q13 A13 Q14 A14 Why can t I program a Station Speed Dial number to the button I want It keeps say ing that the button is non programmable Your system administrator has programmed that button as a non programmable but ton Because you cannot override system programming from your endpoint you must choose another button Why don t the local telephone company star codes i e 82 69 etc work when I press OUTGOING or use the Outgoing Call feature code gi by default to call an out side number Rather than pressing OUTGOING or Ej to access an outside line you must dial a Select Line Group number before you can use the star codes For example if your system is using the default Select Line Group numbers dial 92001 to access that line Once you have dial tone you can dial the star code and the number Why can t I use ASR to enter my e mail password To prevent others from overhearing your password you must enter it using the dial pad buttons on your endpoint See page 79 for additional information about entering your e mail password if E Mail Reader is enabled for your mailbox If my e mail password expires for my e mail client and I have to change it do I also have to update it for my mailbox Yes Whenever you change your e mail
39. you should update the following default list DEFAULT MESSAGE NEW MESSAGE DEFAULT MESSAGE NEW MESSAGE 01 MEETING 11 CALL ENGINEERING 02 STAFF MEETING 12 CALL MARKETING 03 SALES MEETING 13 CALL ACCOUNTING 04 CANCEL MEETING 14 CANCEL DND 05 APPOINTMENT 15 CANCEL CALL FWD 06 PLACE CALL 16 TAKE MEDICATION 07 CALL CLIENT 17 MAKE RESERVATION 08 CALL CUSTOMER 18 REVIEW SCHEDULE 09 CALL HOME 19 LUNCH 10 CALL CORPORATE 20 REMINDER To request a reminder message 1 With the handset in the cradle dial EJ KI 2 EITHER Dial the desired two digit number for the message that you want OR Press mi or P to scroll through the messages 3 While the desired message is displayed press EM 4 Enter the time you wish to receive the message in hours and minutes For exam ple 0900 9 00 If you dial three digits such as 900 for 9 00 press ES If your system is set for 24 hour format you must enter the time appropriately e g 1400 2 00PM If your system is set for 12 hour display format press Kl for AM or EM for PM To cancel all reminder message requests before they signal you With the handset in the cradle dial EJ KI To clear a received reminder message With the handset in the cradle press KY 44 Inter Tel Model 8520 User Guide SECTION CONTENTS PAGE Introduction snm bes ee BRASA KA 46 Setting Endpoint Preferences
40. 65 Telephone Directory lille eee 65 Voice Mail Directory eese 67 Programming Remote Feature Access 69 Remote Access Password an 69 Remote Feature Access an 70 Requesting Agent Help 0 cece ee eee eee eee 71 Working in Hunt Groups cee eee nnn n BB 72 Hunt Group Calls Enabled Disabled 72 ACD Hunt Groups 00000 eee eee eee 72 Inter Tel Model 8520 User Guide 45 INTRODUCTION Now that you ve mastered the basics it s time to move on to the advanced features In this section you ll learn how to program your endpoint use directories access your mailbox remotely and perform various other functions SETTING ENDPOINT PREFERENCES Your endpoint is automatically set to specific defaults You can however configure many of these settings at any time Customizable features on your endpoint include changing volume levels enabling background music selecting a ring tone and others Changing Volume Levels The telephone system has eight volume settings handset intercom handset outside call speakerphone intercom speakerphone outside call background music ringing handset intercom dial tone and speakerphone intercom dial tone NOTE To change each of these levels you must be using that feature For example if you want to change the speakerphone level for an intercom call you must be on a handsfree intercom ca
41. 9 for information on programming passwords NOTE Generally saying Skip or pressing Ig during any voice mail operation will advance you to the next step For example when leaving a voice mail message for another voice mail user you can say Skip or press EJ to skip the person s introduc tory message and proceed directly to the recording phase Similarly while listening to messages you can say Skip or press E to skip the system generated voice prompts and proceed directly to the playback phase Also at any menu level you can say Can cel or press to cancel or return to the previous menu 34 Inter Tel Model 8520 User Guide DISABLING AND ENABLING ASR If your telephone system uses Enterprise Messaging EM your mailbox may have the Automatic Speech Recognition ASR feature enabled When ASR is enabled for your mailbox you have the option of issuing a spoken command or pressing a dialpad button If your environment prevents you from using ASR you can temporarily disable it by accessing option number eight on the main subscriber menu This option disables ASR for that particular call only Option number eight is used as a toggle and you can re enable ASR by pressing the number eight again on the main subscriber menu only Also if you press a dialpad digit at the main subscriber menu to access mailbox functions ASR is automatically turned off and will remain off for the rest of the call For ASR guidelines se
42. DL button will not work however you can still use this feature by dial ing the Station Speed Dial feature code see page 56 e The PAGE button will not work however you can still use this feature by dial ing the Page feature code see page 60 e The Message Indicator lamp will not work however the Msc button will still function properly see page 33 e The dedicated headset audio jack will not work however you can still use the headset by plugging the headset into the handset jack and dialing the Headset On Off feature code see page 30 e The optional Mini DSS will not work e The TRANSFER ANSWER OUTGOING SYSSPDL and REDIAL lamps will not light The Model 8520 endpoint is not supported by software Axxess versions 3 0 and ear lier NOTE This information about compatibility applies to endpoints programmed to use the default button locations Your buttons may have been programmed differently If you are uncertain about the configuration ask your system administrator 12 Inter Tel Model 8520 User Guide SECTION CONTENTS PAGE Introduction sm RE ER RR AA 14 Adjusting Your Endpoint s Viewing Angle 14 Adjusting Your Endpoint s LCD Contrast 15 Setting Up Voice Mail cee ee eee 16 Initializing Your Mailbox sese 16 o Recording Your Personal Greetings
43. Mail Messages If you accidently delete a voice mail message you can retrieve it within a specific time frame programmed by your system administrator Any retrieved messages are then restored to your saved message queue Messages that are not undeleted within the programmed time up to 24 hours are automatically erased NOTE If E Mail Reader is enabled for your mailbox you can also recover deleted e mail and fax messages See page 85 for instructions about how to recover deleted voice mail e mail and fax messages To recover deleted voice mail messages 1 Access your mailbox as described on page 34 2 Say Options or press Kl for Message Options 3 Say Recover or press El to access undelete options e W 04 lt x Ee 7 o W o 4 EITHER Say Listen or press Kl to listen to your deleted messages and choose which ones to recover After each message you can e Say Replay or press Kl to replay the message e Say Reply or press EM to reply to the message e Say Forward or press Ij to forward the message e Say Previous or press KB to listen to the previous message e Say Envelope or press Ei to play the message envelope e Say Next or press Gf to listen to the next message e Say Recover or press fa to recover the message OR say Recover or press EM to recover all deleted messages OR Say Purge or press El to permanently delet
44. UNTIL 3 30 42 Inter Tel Model 8520 User Guide To enable DND 1 Press DND 2 EITHER Dial the two digit number corresponding to the message you want to use see table on the previous page OR Press the i high or LI low end of the volume button to scroll through the messages 3 If desired customize the second display line by dialing the desired numbers or letters as described below e Remain in numeric mode Message button and lamp unlit Press the dialpad buttons to dial the desired numbers Press EG for a hyphen El for a colon FWD to leave a space or MUTE to backspace e Change to alphanumeric mode Message button and lamp lit Press and then press the dialpad buttons to enter the desired characters Note that letters correspond to the letters printed on the buttons The number of times a button is pressed determines which character is entered For example 33377744432999 enters FRIDAY When adjoining characters are located under the same button press once to advance to the next character For example 6 FWD 666 FWD 6632999 enters MONDAY Press twice to leave a space or press if you need to backspace 4 Press P or lift and replace the handset To cancel DND mode Press DND ff o m 4 z 9 s gt AI 4 m O NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 6 7
45. Y 74 2 sm elm RR ix E NADAANAN TRIP RERPEZYAEST Welcomes ainada aaie er AN edd qr heck HE ea deer aan eara About This Guide ice o e bL OR ax Rede Ex we a ate XO Pr RR eee About Your Endpoint cocco eek EG xev x a xh Es e m E n About Voice Mall ore PAKANAN BRAND PENA NEA ee REST RM wee re eels What You See and Hear 2222 22 ne Software Compatibility ccc RII GETTING STARTED iiam 38km AGAD DA LINDA ADA pd dece x acR OR m Rob eae A ACD Introduction i ek reir a CR E RR EU GRRR NE NUR dc n AVM YNOA SNIGNIA GALYVLS ONILLAS Adjusting Your Endpoint s Viewing Angle Adjusting Your Endpoint s LCD Contrast 2 200 eee eee eee Setting Up Voice Mail 0 0 ccc RI RII III Making and Receiving Calls 00 0 e eee eee eee eee Placing Calls On Hold a KA ERG eee eee eee ee ee eee Placing Conference Calls 0c cece eee tne nnn Transferring Calls 20 0 ccc RII III S z O z Using Reverse Transfer hh mnn Forwarding CallS 0c cece I hn Redialing a Number en hh mh m hh Displaying Information on Your Endpoint Using a Headset so ek e y ee ae eo UE eee RD Rc Using the Speaker and Microphone 220 nnn Using the Message Button n nnn Accessing Your Mailbox 0 0 0 cece RII HH nh Disabling and Enabling ASR sseseeeeeee nnn Accessing Voice Mail Messages 22 42 RII Using Do Not Distu
46. administrator If required enter your password OR Use any endpoint on the system 2 Enter Ei A ER 3 Enter your extension number 4 Enter your password followed by EJ You can now use any of the following fea tures To change the station password using Remote Programming a Enter KB KB EM b Enter the new password followed by ES c Enter the new password again for verification followed by ES To turn on DND a Enter EA b Enter the message number 01 20 and enter the optional second line mes zZ lo sage text 0 z To turn off DND Enter ER S To turn on Call Forward z a Enter one of the following Call Forward feature codes Alan aiti ioci EB Ed E If No Answer EB ER FK If Busy Am Ha If No Answer or Busy HAH b Enter an extension number or enter an outside line access code followed by a telephone number To turn off Call Forward Enter ES OH 5 Hang up 70 Inter Tel Model 8520 User Guide REQUESTING AGENT HELP Your telephone system may be programmed to support the Agent Help feature which allows you to request help from a designated Agent Help Extension usually your supervisor during a call When your request call rings at the Agent Help Extension the supervisor can choose to join the call or reject the request If the Agent Help Extension is a digital endpoint the endpoint s microphone is auto matically muted so that the supervisor cannot be heard un
47. age Inter Tel Model 8520 User Guide 39 e W 04 lt x 7 o W o e Say Copy or press Ell to copy your message to other mailboxes Say or enter the desired mailbox number or group list number The system announces the name assigned to the mailbox number or group list number You have the following options Say Yes or press EM to accept the subscriber s name Say No or press EJ to start over Press E when you are done adding mailboxes e Say Options or press Kl to use the special delivery options You can then use one or more of the following options Say Private or press Kl to mark the message private This prevents the recipient from forwarding it to other subscribers Say Certified or press Ell to mark the message certified When the recipient listens to the message you will receive a receipt notice Say Priority or press to mark the message priority This will place your message ahead of all other waiting messages in the receiving mailbox Say Send or press EM to send the message and return to the voice mail options Say Cancel or press EM to cancel delivery options NOTE If you select the copy or special delivery options and then do not respond to the prompts the system will time out and deliver your message to the original recipient 6 Hang up 40 Inter Tel Model 8520 User Guide Canceling Unheard Voice Mail Me
48. ailbox number xxxxx is not avail able Depending on how your system is programmed the system greeting may also include After the tone please record your message When finished you may hang up to deliver the message or press pound for more options Inter Tel Model 8520 User Guide 17 o m Z i9 o gt A m Is e W 04 lt x Ee 7 o W o To record change your personal greeting 1 Access your mailbox as described on page 34 2 Say Personal or press Kil to select the Personal Options Menu 3 Say Greeting or press Klll to record or change your personal greeting 4 Do one of the following e Say Primary or press EE to record and or enable your primary greeting e Say Alternate or press EM to record and or enable your alternate greeting e Say System or press EJ to enable the system default mailbox greeting 5 If you selected the system greeting option hang up If you selected the primary or alternate greeting option record your greeting when prompted then press Ed If you already have a primary or alternate greeting it is played when you select primary or alternate You can then do one of the following e Say Accept or press EM to accept the greeting e Say Replay or press Kl to replay the greeting e Say Append or press EM add to the greeting and then press EM e Say Erase or press Kl to erase and re record the greeti
49. aiting tone through your handset or headset either end your current call or place it on hold Then press P SPKR ANSWER or the flashing button CHANGING VOLUME LEVELS EITHER Press the high 1 or low mfi end of the Volume button OR Press the Up or Down arrow on the Volume button OR Press the VOL UP or VOL DN button To save your change EITHER Press both ends of the Volume button at the same time OR Press the middle of the Volume button OR Press both VOL UP and VOL DN buttons at the same time REDIALING A NUMBER Select an outside line and press or dial EB EB The number is auto matically dialed PAGING 1 Lift the handset and press PAGE or dial EA 2 Dial the desired page zone number 0 9 3 After the tone make your announcement and hang up NOTE The Page feature is not supported in SIP mode TRANSFERRING A CALL TO AN EXTENSION OUTSIDE NUMBER 1 Press TRANSFER Or XFR l 2 Dial the desired extension or telephone number 3 Wait for an answer announce the call and then hang up If the number is busy there is no answer or the transfer is refused press ef SPKR or the flashing button to return to the caller Press 9 for SIP mode TRANSFERRING A CALL TO VOICE MAIL 1 Press TRANSFER Or XFR 2 Dialthe voice mail extension number 3 Hang up to send the call to the voice mail menu so that the caller can ente
50. ang up to leave a station message To cancel a message that you left at another endpoint 1 Dial EB KJ KI 2 Dial the extension number of the endpoint where you left the message Retrieving Messages To retrieve a message Message button and lamp are flashing Lift the handset and press MSc A call is automatically placed to the endpoint or message center that left the message See the following section for information about entering your mailbox To select the message you want to answer first 1 With the handset in the cradle press MSG3 repeatedly to view your waiting messages 2 When the desired message is displayed press EM or lift the handset for privacy and then press EM to respond To cancel a waiting message 1 Press MSG3 repeatedly to view your waiting messages 2 Press EJ to cancel the desired message when it is displayed Inter Tel Model 8520 User Guide 33 e W 04 lt x Ee 7 o W o ACCESSING YOUR MAILBOX If you have a message waiting in your mailbox you must access your mailbox to retrieve it NOTE If your telephone system uses Enterprise Messaging EM your mailbox may have the Automatic Speech Recognition ASR feature enabled When ASR is enabled for your mailbox you have the option of issuing a spoken command or pressing a dial pad button See page 10 for ASR guidelines ALSO If your mailbox has E Mail Reader enable
51. as INTER TZL Model 8520 User Guide 0 El Saha G QUICK REFERENCE GUIDE TO FREQUENTLY USED FEATURES These are the basic instructions for the most frequently used telephone and voice mail features for Inter Tel endpoints For detailed information about these and other features refer to the complete instructions in the appropriate user guide PLACING AN INTERCOM CALL 1 Dial an extension number 2 If your call goes through handsfree to the called endpoints speaker speak after you hear a double tone Ifyou hear continuous ringing wait for the call to be answered PLACING AN OUTSIDE CALL 1 With or without the handset lifted press OUTGOING or dial the Outgoing Call feature code the default feature code is EB 2 Dial the desired number 7f you hear a single progress tone you must dial an account code before you can place your call ANSWERING AN INTERCOM OR OUTSIDE CALL EITHER Respond handsfree if enabled OR Lift the handset for privacy OR Press d SPKR or ANSWER OR Press the flashing I 3 Intercom button PLACING A CALL ON HOLD While on a call press or HOLD Hang up or place another call To return to the call lift the handset an then press amp HOLD or the flashing button PLACING AN EMERGENCY CALL Dial Kli in the U S or EE E Ell in Europe to automatically place a call to the system s programmed emergency number Yo
52. ax or e mail from the main subscriber menu Main menu options include the following e To access voice mail messages Say Voice Mail or press EE e To record voice mail messages Say Record or press E e To access e mail messages Say E Mail or press EE e To access personal mailbox options Say Personal or press EM e To access message options Say Options or press El e To access facsimile messages Say Facsimile or press KOI e To disable ASR for that call only Say Disable or press KB At any menu level you can say Cancel or press EJ to cancel or return to the previ ous menu or say Accept or press EM to accept For a voice mail flowchart for advanced mailbox users see page 87 NOTE All of the menu options and instructions for using the advanced mailbox are presented as voice commands and numeric entries If you have a six line display end point you can also access menus and options by pressing the associated menu button on the display Longer menu options are abbreviated to fit the display 78 Inter Tel Model 8520 User Guide SETTING UP YOUR E MAIL PASSWORD When E Mail Reader is enabled for your mailbox the EM system prompts you to enter your e mail password after you or your voice mail administrator do one of the following e Set up your mailbox see page 16 e Change your e mail password for your e mail client To access your e mail and fax messages fr
53. ax message When you access a fax message using option six on the main menu E Mail Reader announces the fax message according to the envelope options that you selected see page 86 E Mail Reader does not have the capability to read the text in a fax You can however save delete and forward a fax to the fax number that you specify using the associated options To access fax messages and the associated options 1 Access your mailbox as described on page 34 2 Say Facsimile or press Kl to access your fax messages Then select one of the following Say New or press Hl to listen to new messages Say Saved or press KM to listen to saved messages 3 After the fax envelope is played you have the following options Say Forward or press Kl to forward a copy of the message to another des tination Then say or enter the fax destination number The system plays the fax destination number Select one of the following Say Yes or press EM to verify the number The system announces that the fax is scheduled for delivery Say No or press to start over Say Previous or press E to listen to the previous message Say Envelope or press Ei to play the introductory message envelope see page 86 for programming instructions Say Next or press EG to listen to the next message Say Save or press Jj to save the message Say Delete Message or press IE to delete the mes
54. box users The instructions for the following common mailbox tasks are included in the Getting Started and Moving On sections of this guide e Initializing your mailbox see page 16 e Recording your personal greetings see page 17 z x o gt o e L e Recording your voice mail directory name see page 18 e Accessing your mailbox see page 34 e Disabling and enabling ASR see page 35 e Accessing voice mail messages see page 36 e Recording and sending voice mail messages see page 39 e Canceling unheard voice mail messages see page 41 e Changing your mailbox password see page 49 e Changing the call screening transfer method see page 51 e Programming a fax destination see page 52 e Changing the message search order see page 53 e Programming remote messaging see page 54 e Screening calls see page 65 e Using the voice mail directory see page 67 8 Inter Tel Model 8520 User Guide Enterprise Messaging Enterprise Messaging EM is the Inter Tel messaging system that uses industry stan dard protocols for communication and messaging EM unifies communication and messaging by providing access to voice mail fax and e mail messages in your mail box The EM system provides voice mail users with the following advanced messag ing features e Automatic Speech Recognition ASR ASR can be enabled for the entire sys tem or it can be enabled for specific applications like voice mail or mailbo
55. button To display the current secondary extension button assignment s 1 With the handset in the cradle dial ER KI 2 Press the secondary extension button s you want displayed To assign a primary extension to a secondary extension button if enabled 1 With the handset in the cradle dial ER KA 2 Press the secondary extension button and dial the desired extension number S zZ O z Once programmed you can use your secondary extension button as follows e You can press your flashing secondary extension button to answer a call that is ringing or holding on any button at the primary extension e You can press your unlit secondary extension button to place an intercom call to the primary extension NOTE If the secondary button is flashing i e a call is ringing at the primary exten Sion you can press EJ before pressing the flashing button to place an intercom call to the primary extension without answering the call Or you can just dial the primary extension s number To transfer a call back to the extension after you have answered it on your end point e To transfer to hold Press the secondary extension button announce the call if desired and then hang up e To transfer to ring Press TRANSFER and then the secondary extension button You can announce the call 1f desired before hanging up to complete the transfer Inter Tel Model 8520 User Guide 63 zZ o o 2
56. ch of these is described in the table below z z a4 o o e Z rs BUTTON IF YOU YOU CAN PG ANSWER Press ANSWER Answer a Call 22 OUTGOING Press OUTGOING and dial the number Place an outgoing call 21 CALL Press an unlit CALL button or the flashing Select an outside line or answer a call 21 22 button Ic Press Ic Access an intercom call 19 DND Press unlit or lit DND Enable disable Do Not Disturb mode 42 CNF Press CNF and dial the numbers you Place a conference call 24 would like to add to the conference LI Press VJ International Hold Symbol Put a call on hold 23 TRANSFER Press TRANSFER and dial the destination Transfer a call 25 number SYS SPDL Press SYS SPDL View or access System Speed Dial num 58 bers STN SPDL Press STN SPDL View or dial Station Speed Dial numbers 56 PAGE Press PAGE Choose a page zone to place a page 60 REDIAL Press REDIAL Redial a telephone number or save the 28 last number dialed M Press M and hang up Put a call on the speaker 31 MSG Press MSG Leave or listen to a message 33 MUTE Press MUTE Mute the microphone 21 FWD Il Press FWD and dial the destination
57. ches your mailbox they can leave a message hang up or access an attendant In addition if your voice mail administrator sets up one or more group lists of mailboxes you can send a message to a group of people by entering one number instead of everyone s individual mailbox number Inter Tel voice mail systems support the following types of mailboxes e Advanced Mailbox If E Mail Reader is enabled for your mailbox you have access to voice mail e mail and fax messages in your mailbox You can also cus tomize your personal mailbox options and access advanced messaging features See page 75 for information and instructions about using E Mail Reader features For a voice mail flowchart for advanced mailbox users see page 87 e Standard Voice Mailbox This type of mailbox allows you to send and receive voice mail messages record personal greetings and allows you to customize per sonal mailbox options A standard voice mailbox does not allow you to access e mail and fax messages For a voice mail flowchart for standard mailbox users see page 105 NOTE If you have the Enterprise Messaging EM voice mail system you also have access to advanced communication and messaging features such as E Mail Reader and Automatic Speech Recognition ARS For more information about EM see page 9 Inter Tel Model 8520 User Guide 7 The instructions for many voice mail tasks are identical for standard voice mailbox and advanced mail
58. d you have an advanced mailbox See page 75 for information and instructions about using the advanced mailbox When you access your mailbox depending on the voice processing system enabled features and mailbox status you may hear one of the following messages e Mailbox almost full or full If your mailbox is full no new messages can be received until you delete waiting or saved messages e Quota grace limit reached The quota grace limit is an EM feature If this fea ture is enabled it allows a mailbox to overfill beyond normal capacity When the quota grace limit has been reached this announcement is played e Message count and type The system announces the number of new and or saved messages that are in your mailbox The system also informs you if the mes sages are priority messages If E Mail Reader is enabled for your mailbox the media type is indicated e Remote Messaging The system indicates if the Remote Messaging feature is enabled see page 54 It also alerts you if a programming error has been detected when attempting to place a Remote Messaging call To access your mailbox 1 Dial the voice mail extension number You hear the main menu 2 During or after the greeting say Login or press to identify yourself as a subscriber 3 Say or enter your mailbox number 4 Enter your mailbox password if programmed then press EM If you do not have a password press EM to bypass the password prompt See page 4
59. dpoint is idle With the handset in the cradle dial ER EJ To switch between keymaps during a call Press oo and dial EB KB KB Enabling Automatic Call Answer The Automatic Call Answer feature determines whether or not you are automatically connected to a caller when you lift the handset or press i If this feature is enabled you are automatically connected when you go off hook If it is disabled you must first lift the handset or press i and then press the flashing button To enable disable this feature for ringing outside calls With the handset in the cradle dial KA KI To enable disable this feature for ringing non handsfree intercom calls With the handset in the cradle dial KI KU O 2 O z Inter Tel Model 8520 User Guide 47 Changing the Language When your telephone system is installed the system administrator can choose two of four different languages American English British English Japanese or Spanish as the primary and secondary languages You can then change the display and voice mail prompts on your endpoint by toggling between the primary and secondary languages For example if the system s primary language is American English and your end point is programmed for the primary language all displays appear in American English and your voice mail prompts are played in American English unless changed as outlined below If the secondary language is Japanese and your endpoint is progra
60. e all deleted messages 5 Hang up 38 Inter Tel Model 8520 User Guide Recording and Sending Voice Mail Messages You can record and send voice mail messages by accessing the record option on the main menu NOTE If E Mail Reader is enabled for your mailbox a reply to an e mail message see page 81 is a recorded voice message that is attached to the e mail as a wav file To record and send voice mail messages 1 Access your mailbox as described on page 34 2 Say Record or press EM 3 Say or enter the desired mailbox number or group list number The system announces the name assigned to the mailbox number or group list number You have the following options e Say Yes or press EM to accept the subscriber s name e Say No or press Egi to start over 4 Record your message after the tone While recording you have the following options e Press El to pause while recording Say Continue or press EM to con tinue 2 m z i9 s gt A 4 m Is e Press Kl to erase and re record your message 5 When finished recording you can press EM to access the following options e Say Send or press EM to send the message and return to the voice mail options e Say Cancel or press El to cancel the recording e Say Replay or press E to replay your message e Say Append or press EM to add to your message e Say Erase or press Kl to erase and re record your mess
61. e and time or the outside party s name number Date Time Name and Extension Number You can temporarily display the system date and time your username and your extension number at any time To show the date and time display while on a call in DND etc Press oo and dial EN Il KU Outside Party s Name Number If you are currently connected to an outside caller with Caller ID you can toggle between displaying the caller s name and number o m E z iO a gt AI 4 m O To show the outside party s name number Press Oo and dial EH NOTE If there is no outside party name available the display shows CANNOT ACCESS FEATURE Inter Tel Model 8520 User Guide 29 e W 04 lt x Ee 7 o W o USING A HEADSET With an electret headset you can talk on the endpoint handsfree without using your speaker and microphone NOTE If your headset has a power saver mode make sure the system administrator has the Headset Connect Tone flag enabled in the telephone system If this flag is not enabled you may miss the first few seconds of incoming calls To connect a headset 1 Insert the headset plug into the headset jack 2 With the handset in the cradle dial Ni KON EJ Headset On feature code or dial EN Headset On Off feature code The display shows HEADSET MODE ON NOTE If using a headset press rj to connect and disconnect calls To disconnect a headset 1
62. e announce 20 record a call 59 reminder messages 44 secondary extension buttons 62 speaker and microphone 31 102 Inter Tel Model 8520 User Guide V Viewing Angle Adjustment 14 Viewing Speed Dial Numbers 58 Voice Mail administrator 7 messages 20 options 49 Voice Mail Flowchart advanced mailbox 87 standard mailbox 105 Voice Mail Messages canceling unheard messages 41 recording and sending 39 recovering deleted 38 Volume Levels 46 W Waiting Calls 22 What the Administrators Can Do for You 90 What You See and Hear 11 Working in Hunt Groups 72 Wrap Up Timer 74 Z Zones Page 60 Inter Tel Model 8520 User Guide 103 104 Inter Tel Model 8520 User Guide VOICE MAIL FLOWCHART STANDARD VOICE MAILBOX NOTE At any menu level you can say Cancel or press to cancel or return to the previous menu or say Accept or press EM to accept MAILBOX ACCESS EITHER Press the Mes sage button to respond to a message from voice mail OR Call the voice mail extension number say Login or press Ej and say or enter your mailbox number Enter your password press EJ SUBSCRIBER MAILBOX MENU New Message Record Saved Messages R Personal Options Message Options Disable ASR RECORDING A MESSAGE Dial the mailbox number reply to a message or for ward a message Record your mes
63. e number 3 Hang up To turn off Call Forward 1 Enter IE A E 2 Press EJ and hang up Notice This Inter Tel user guide is released by Inter Tel Inc as a guide for end users It pro vides information necessary to use the Model 8520 endpoint The contents of this user guide which reflect current Inter Tel standards are subject to revision or change without notice Some features or applications mentioned may require a future release and are not available in the initial release Future product features and applications are subject to availability and cost Some features or applications may require additional hardware and or specific software Some system features can only be accessed by an administrator For information about these features see the Frequently Asked Questions on page 91 For sales service or technical support contact your local authorized Inter Tel reseller Comments about this user guide or other technical documentation should be directed to Inter Tel s Technical Publications Department at Tech_Pubs inter tel com All products and services mentioned in this publication are the trademarks service marks registered marks or registered service marks of their respective owners Inter Tel Axxess and Enterprise Tp rated are registered trademarks of Inter Tel Incorpo Microsoft and Outlook are registered trademarks of Microsoft Corporation Table of Contents CONTENTS FINDING YOUR WA
64. e page 10 2 m m z i9 s gt A m Is NOTE If your mailbox has E Mail Reader enabled you have an advanced mailbox See page 75 for information and instructions about using E Mail Reader features To temporarily disable ASR 1 Access your mailbox as described on page 34 2 Say Disable or press Kl to disable ASR for the call NOTE To enable ASR after disabling it press until you are back at the main menu Press EJ to enable ASR Inter Tel Model 8520 User Guide 35 ACCESSING VOICE MAIL MESSAGES When you access your mailbox you can listen to new and saved voice mail messages After listening to your voice mail messages you can access the associated options NOTE If your telephone system uses Enterprise Messaging EM your mailbox may have the Automatic Speech Recognition ASR feature enabled When ASR is enabled for your mailbox you have the option of issuing a spoken command or pressing a dial pad button See page 10 for ASR guidelines ALSO If your mailbox has E Mail Reader enabled you have an advanced mailbox See page 75 for information and instructions about using E Mail Reader features Listening to Voice Mail Messages To listen to voice mail messages 1 Access your mailbox as described on page 34 2 If E Mail Reader is enabled for your mailbox say Voice Mail or press KM If E Mail Reader is not enabled for your mailbox skip this step 3 Select one of t
65. e to retrieve your e mail and fax messages and gives you the following options e Say Continue or press EM to access your mailbox without access to your e mail messages e Say Password or press lp to enter your new e mail password NOTE If your system uses an e mail server and a separate fax server you are prompted twice 2 When prompted enter your e mail password using the dialpad digits and then press EM Refer to the table below to determine which buttons correspond to the characters in your e mail address 3 Your new password is played You have the following options e Say Accept or press EM to accept e Say Re enter or press Kf to erase and re enter the password 4 Hang up NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 6 7 8 9 1 1 amp E space 2 a b c 2 A B C 3 d e f 3 D E F 4 g h i 4 i G H l X 5 j k l 5 J K L W O 6 m n o 6 M N O mi 7 p q r s 7 P Q R s 8 t u v 8 T U V 9 w x y z 9 W X Y Z LU 0 0 o z D Press seven times for a blank space D 80 Inter Tel Model 8520 User Guide ACCESSING E MAIL MESSAGES NOTE By default the message lamp on your endpoint lights when you receive a new voice mail message Although the lamp can be programmed for other functions it can not be programmed to indicate that you have received a new e mail message If you have an adva
66. ecting a Headset 30 D Date Time Name and Extension Number 29 Default Feature Codes 87 94 Defaults do not disturb message chart 42 mailbox password 16 outgoing call feature code 21 reminder message chart 44 Deleting Station Speed Dial Numbers 57 Delivery Options 40 Inter Tel Model 8520 User Guide 99 Dial Tones 11 46 Dialing Options 19 Dialing Station System Speed Dial Numbers 58 Dialpad Buttons 3 Direct Station Selection Busy Lamp Field 6 62 Directories telephone 65 voice mail 67 Disabling account codes 64 automatic call answer 47 background music 47 cascade levels 55 group listen feature 31 hunt group calls 72 message envelope options 50 paging 60 record a call 59 system forwarding 27 time date option 50 Disconnecting a Headset 30 Display 5 Displaying Information 29 date time name and extension number 29 feature button current values 61 outside party s name 29 secondary extension button assignments 62 speed dial assignments 58 speed dial button assignments 58 Distributing Calls 72 Do Not Disturb 42 Dropping Out of a Conference 24 DSS buttons 62 DSS BLF 6 E E Mail Messages 81 E Mail Reader 9 79 Emergency Calls 22 Enabling automatic call answer 47 background music 47 call forwarding 27 cascade levels 55 do not disturb 43 enhanced speakerphone 32 group listen feature 31 hunt group calls 72 paging 60 record a call 59 system forwarding 27 Ending a Conference Call 24 Endpoint Configurat
67. eened or press EM to select screened transfers e Say Announce or press El to select announce only transfers e Say Cancel or press to return to the Personal Options Menu without making changes 5 Hang up Inter Tel Model 8520 User Guide 51 e z O z Programming a Fax Destination With the Inter Tel voice processing system when you specify a fax destination num ber for your mailbox callers can access your mailbox to send a fax to your fax machine To change your fax destination number Access your mailbox as described on page 34 Say Personal or press E to select the Personal Options Menu Say More or press El for More Options Say Number or press EE cO Od N Say or enter the number of your fax destination If you entered the letters using the dialpad press EM when you are done 6 EITHER say Accept or press EM to accept the number OR say Re enter and press Kl to erase and re enter the number 7 Hang up zZ o 9 2 o 52 Inter Tel Model 8520 User Guide Changing the Message Search Order You can change the order in which you retrieve your messages based on the date and time you receive them When more than one message is left in your mailbox they are available for you to access in the order you specify The search order can be config ured as first in first out or last in first out NOTE If E Mail Reader
68. endpoint s LCD contrast using a feature code 1 With the handset in the cradle dial EJ HI 2 Adjust the contrast level of the LCD screen by one of the following methods EITHER Use the volume button Ii darker ii lighter OR Press a number on the dialpad 1 lightest through 8 darkest that corre sponds to your desired contrast level 9 m 4 i9 ni gt A m o 3 Accept and save the contrast level by one of the following methods EITHER Press Wl OR Lift and replace the handset Inter Tel Model 8520 User Guide 15 SETTING UP VOICE MAIL To begin using your mailbox you will need to complete a few basic set up procedures to initialize your mailbox customize your personal greetings and record your voice mail directory name NOTE If your telephone system uses Enterprise Messaging EM your mailbox may have the Automatic Speech Recognition ASR feature enabled When ASR is enabled for your mailbox you have the option of issuing a spoken command or pressing a dial pad button See page 10 for ASR guidelines ALSO If your mailbox has E Mail Reader enabled you have an advanced mailbox See page 75 for information and instructions about using E Mail Reader features Initializing Your Mailbox To access voice mail the first thing you need to do is initialize your mailbox This allows you to change the default password for your mailbox record your name for the company directories and listen to t
69. er Guide Q15 Why cant I use one of the features described in this guide A15 There are a few reasons why you might not be able to access the feature Some possi ble reasons include e Your system software version may not support the feature Check with your sys tem administrator to see which software version your telephone system currently uses and if there are any features restrictions for your system e Your system administrator may not have enabled the feature for your endpoint e Your system administrator may have programmed your endpoint to block the fea ture Q16 IfI need further assistance how do I get technical support A16 First contact the appropriate administrator system voice mail or network if you have a question that is not covered in this user guide If you need further assistance contact your local authorized Inter Tel reseller Resellers can be located using the Inter Tel Web site at www inter tel com All Inter Tel sales service and support are handled at the local level m gt a z 0 Ed Oo Po m Inter Tel Model 8520 User Guide 93 DEFAULT FEATURE CODES Use the blank spaces below to enter custom feature codes if necessary OUTSIDE LINE ACCESS CODES ACCESS CODE NAME ACCESS CODE NEW CODE Select Line Group 1 208 92001 92208 Automatic Route Selection 92000 Emergency Call 911 999 in Europe Outgoing Call 8 These defaults may differ depending on
70. er in a Speed Dial location 1 With the handset in the cradle dial E HI 2 Dial the speed dial location 0 9 you want to program 3 Enter the desired name for the speed dial number as described below e Alphanumeric mode Message button and lamp lit Press the dialpad buttons to enter the desired characters Refer to the chart on page 66 The number of times a button is pressed determines which character is entered For exam ple 533266 would enter JEAN When adjoining characters are located under the same button press FWD once to advance to the next character For example 66 FWD 6667776 would enter NORM Note that letters correspond to the letters printed on dialpad buttons 2 9 Press FWD twice to leave a space Press MUTE if you need to backspace e Press EM to save the name 4 Dial the extension number or telephone number to be stored as described below e Numeric mode Message button and lamp unlit Enter the number NOTE You cannot use hyphens or colons in the number f your number includes an asterisk pound a hookflash a quick hang up and release or a pause press Oo once for an asterisk twice for a pound three times for a hookflash or four times for a pause Each pause or hookflash counts as one digit You can enter more than one special character in a row by pressing between the characters O Z O z e Press EM
71. eshoot problems and learn more about the system In addition this guide contains a list of default feature codes see page 94 and an index see page 99 for easy reference NOTE Because the telephone system is very flexible and programmable the proce dures for using the features might vary slightly from the descriptions in this guide If so your trainer or system administrator can tell you how your system differs and how to use the features 2 Inter Tel Model 8520 User Guide ABOUT YOUR ENDPOINT Your endpoint has two basic types of buttons in addition to a display and a Message Indicator lamp e Dialpad buttons Allow you to enter numbers and letters e Feature buttons Provide quick access to various telephone and voice mail fea tures LCD With Two Message Indicator Lamp 16 Character Lines Ring and Voice Volume Control Internal Speaker Hold Button det 12 Button Dialpad Speaker Button Handsfree Microphone Underneath Edge eature Buttons Hearing Aid Compatible HAC Handset NOTE This is the default configuration Your buttons may have been programmed dif ferently If you are uncertain about the configuration ask your system administrator Inter Tel Model 8520 User Guide 3 n z z 3 lt je Cc x 5 lt Feature Button Functions The feature buttons are designed to automate some of the commonly used functions such as dialing an outside number Ea
72. ess PAGE or dial gl 2 Dial the desired zone number 0 9 3 After the tone make your announcement and hang up 60 Inter Tel Model 8520 User Guide PERFORMING A HOOKFLASH DURING A CALL Certain telephone service companies may require a timed hookflash a quick hang up and release To generate a hookflash while using a line Press oo and dial KI NOTE This features is known as a Recall in European systems PROGRAMMING YOUR FEATURE BUTTONS Depending on how your system is programmed some of your feature buttons may be user programmable If so you can program them with any of the feature codes listed in the back of this user guide The buttons on the Mini DSS can also be pro grammed as feature buttons In addition you can combine the feature button and Sta tion Speed Dial functions to program a feature button to dial an outside number NOTE You cannot program secondary extension buttons as feature buttons see Pro gramming Secondary Extension Buttons on page 62 To program a user programmable feature button 1 With the handset in the cradle dial ER Ka 2 Press the feature button you want to program o z 0 o z 3 Dial the feature code or extension number you want to store under that button Refer to page 94 for default feature codes To return all feature buttons to their original default values With the handset in the cradle dial ER EJ To display the cu
73. eting messages contain links that E Mail Reader inter prets as text These links are displayed if you are using a third party mail application or Outlook Express but they are hidden in Outlook For example Sally User s supervisor creates a Sales Team meeting invitation in Out look and sends it to Sally Sally accepts the meeting and in the body of her acceptance e mail she writes I m looking forward to attending When Sally s supervisor accesses Sally s meeting acceptance using E Mail Reader the e mail is announced according to the supervisor s e mail envelope preferences Then E Mail Reader reads Sally s written response followed by the hidden link inserted by Outlook I m looking forward to attend ing Microsoft Outlook Web Access http TMS NT EVS01 Exchange Sally_User Inbox Accepted 3A 20Sales 20Team 20Meeting 5 EML e 2 z a m gt m D m gt O m zu Inter Tel Model 8520 User Guide 81 X m Q q m 72 lt wi o Z D 5 To access e mail messages and the associated options 1 2 Access your mailbox as described on page 34 Say E Mail or press El to listen to your e mail messages Then select one of the following e Say New or press i to listen to new messages e Say Saved or press J to listen to saved messages NOTE If you have a large number of e mail messages in your in box for example more than 500 messages you may experience a de
74. f you do not want to be disturbed you can use the DND feature This halts all pages and calls to your endpoint except queue callbacks recalls and direct ring in calls When other users call your endpoint they hear a repeating signal of four fast tones and if they have a display endpoint see the DND message you have selected Your telephone system can have up to 20 different DND messages each of which can m be changed by the system administrator installer or programmer Your trainer or sys tem administrator will give you a list of the programmed DND messages For conve nience you should update the following default list p 2 DEFAULT MESSAGE NEW MESSAGE DEFAULT MESSAGE NEW MESSAGE E 01 DO NOT DISTURB 11 OUT OF TOWN TIL Co 02 LEAVE A MESSAGE 12 OUT OF OFFICE 03 IN MEETING UNTIL 13 OUT UNTIL 04 IN MEETING 14 WITH A CLIENT 05 ON VACATION 15 WITH A GUEST HOLIDAY TIL 06 ON VACATION 16 UNAVAILABLE HOLIDAY 07 CALL ME AT 17 IN CONFERENCE 08 AT THE DOCTOR 18 AWAY FROM DESK 09 ON A TRIP 19 GONE HOME 10 ON BREAK 20 OUT TO LUNCH Because the system DND message only uses one line of your display you can enter a second line of text up to 16 characters For example if you select 03 IN MEETING UNTIL as your first line of text you can enter 3 30 as your second line Callers with a display endpoint will then see IN MEETING
75. g Your Mailbox cece eee 34 Disabling and Enabling ASR cee eee ee eee 35 Accessing Voice Mail Messages 36 Listening to Voice Mail Messages 36 Recovering Deleted Voice Mail Messages 38 Recording and Sending Voice Mail Messages 39 Canceling Unheard Voice Mail Messages 41 Using Do Not Disturb Mode 000 e eee eee eee 42 Using Reminder Messages eee e eee e eee eee 44 Inter Tel Model 8520 User Guide 13 e uu x Lr 7 o EF Ll o INTRODUCTION Now that you know what your endpoint can do it s time to start using 1t In this sec tion you ll learn how to make and receive calls transfer calls retrieve voice mail messages and much more ADJUSTING YOUR ENDPOINT S VIEWING ANGLE Your Model 8520 has an adjustable base that allows you to tilt your endpoint to enhance the viewing angle There are two types of bases available on the endpoint each of which allow you to adjust the angle of the endpoint Use the appropriate instructions listed below to adjust the angle of your endpoint If your endpoint has a support mechanism that fits into holes on the base 1 Position the bottom of the endpoint s base on a flat surface 2 Tilt the endpoint to the desired angle 3 Place the feet of the support mechanism in the holes on the base to secure the position of the endpoint If your e
76. ge that is sent to all mailboxes at once Performing mailbox maintenance such as changing your password Customizing voice mail prompts NOTE For problems that are network related contact your network administrator If you are a system administrator or if you need additional information not available in this guide refer to your system s administrator guide If you are a network adminis trator refer to the latest version of the JP Devices Installation Manual part number 835 2195 wi r4 fe o FA a lt m Inter Tel Model 8520 User Guide FREQUENTLY ASKED QUESTIONS FAQs Q1 A1 Q2 A2 Q3 A3 Q4 A4 Q5 A5 Q6 A6 Q7 A7 This section includes some of the most frequently asked questions If you have prob lems with your endpoint or mailbox refer to this section before you contact your sys tem voice mail or network administrator or your local Inter Tel reseller How can I retrieve messages if I don t know the password for my voice mail Try using your extension number which is your default password Or maybe you don t have a password in which case pressing EJ is all you need to do If these options don t work contact your system administrator who can change or erase the password for you You can then retrieve your messages and reset the password if desired see page 49 How do I change the time and date on my endpoint Only your system administrat
77. he following e Say New or press Kl to listen to new messages e Say Saved or press Kl to listen to saved messages 4 While you are listening to a voice mail message you can use the following options e Say Skip or press EM to skip to the end of the recording e Say Back up or press Kl to rewind a few seconds and replay the mes sage e Say Pause or press KZ to pause Say Continue or press El to continue e Say Forward or press E to skip ahead e Say Lower or press J to lower the volume e Say Envelope or press El to play the message envelope e Say Higher or press FG to raise the volume e Say Save or press Ei to save the new message in your mailbox e Say Delete Message or press El to delete the message e W 04 lt x Ee 7 o W o NOTE You may be prompted to confirm deleting the message Say Yes to delete the message or No to cancel the request to delete the message 36 Inter Tel Model 8520 User Guide 5 When the message has finished playing you have the following options e Say Replay or press Hl to replay the message from the beginning e Say Reply or press EM to reply to the message You have the following options Say Voice Mail or press Elf to leave a voice mail message for the caller If the caller has a mailbox number you are prompted to verify the desti nation by saying Yes
78. he queue request before your endpoint rings Press I When dialing the number you can do one of the following e Use the speed dial directory See page 65 e Use the Station Speed Dial feature See page 56 e Use the System Speed Dial feature See page 58 e Redial the last number you dialed See page 28 Receiving Outside Calls To receive an outside call EITHER Lift the handset OR Press ANSWER Depending on how your system is programmed you may be able to press the flashing CALL button instead e W 04 lt x Ee 7 o W o To redirect a ringing call to another extension or to an outside number 1 Press Oo and dial E EE KU 2 Enter the extension or outside number to which you want to redirect the call See page 28 for more information Emergency Calls With the telephone system you do not have to access an outside line press OUTGOING to dial an emergency number To make an emergency call Dial EB Ell KU A call is automatically placed to the preset emergency number NOTE Dial EJ EJ EJ in Europe for emergency services Call Waiting If you receive a call while you are already on another call you will hear a call wait ing tone and or you will see a display To respond to a waiting call you hear a single tone and a button is flashing e To end the current call Hang up The waiting call rings in e To place the current call on hold Press
79. he voice mail introduction e W 04 lt x e 7 o W o To initialize your mailbox 1 Dial the voice mail extension number You hear the main menu NOTE If you do not know the voice mail extension number check with your voice mail administrator 2 Say Login or press EM to identify yourself as a subscriber Enter your mailbox number using the dialpad digits 4 Enter your default password using the dialpad digits Co NOTE Your mailbox number is your default password If you want a password enter a new password using digits 0 9 up to 12 digits and then press EJ when you are done The messaging system plays back your password If you do not want to use a password just say Skip or press EM 5 Say Accept or press EJ to accept the entry or say Erase or press to erase and re enter your password The system prompts you to record your directory name 16 Inter Tel Model 8520 User Guide 6 After the tone record your first and last names 7 When prompted do one of the following e Say Accept or press EM again to accept the name e Say Replay or press E to replay the name you just recorded e Say Append or press Ell to add to your name e Say Re record or press Kl to erase and re record your name NOTE The system then plays a prompt that introduces you to the basic voice mail system features You can skip this introduction by saying
80. ilable if the called endpoint has a voice mailbox e To camp onto a busy extension Stay on the line and wait for the endpoint to become available Do not hang up After the system timer expires you hear music until the endpoint is available NOTE You cannot camp on to an endpoint if it is in DND mode e To request a callback queue on to the endpoint Press Kl and hang up When the endpoint is available your endpoint rings To cancel the queue request before the callback press IG e To use the Off Hook Voice Announce feature if the called endpoint is pro grammed for it Do not hang up After the busy signals stop you are automati cally connected and may speak If you hear music or if the endpoint is in DND mode your off hook voice announce call will not go through This allows you to talk to the endpoint user on his or her handsfree speakerphone even though the user already has a call in progress on the handset This feature is not available if your endpoint has the Ring Intercom Always feature enabled Receiving Intercom Calls Your endpoint can receive both intercom and non handsfree intercom calls If the handsfree feature is enabled on your endpoint intercom calls are automatically answered Non handsfree intercom calls see page 19 override the handsfree option If your handsfree feature is disabled or if you receive a non handsfree intercom call you must pick up the handset or press a button to answer the cal
81. ion changing language selection 48 changing volume levels 46 enabling automatic call answer 47 enabling background music 47 returning to default operation 48 selecting aring tone 46 Enhanced Speakerphone Mode 32 Entering Account Codes 64 Enterprise Messaging 9 Erasing Station Speed Dial Numbers 57 Exiting a Conference Call 24 F Fax Destination Number 52 Fax Messages 84 Feature Button Functions 4 Feature Buttons 3 Features agent help 71 Automatic Speech Recognition ASR 10 E Mail Reader 79 group listen 31 handsfree 19 hold 23 last number dialed saved 28 off hook voice announce 20 record a call 59 redial 28 redirect calls 21 reverse transfer call pickup 26 ring intercom always 19 SMDR 64 speed dialing 56 Flowchart advanced mailbox 87 standard voice mailbox 105 Forced Account Codes 64 Forwarding Calls 27 automatic system forwarding 27 manual call forwarding 27 redirecting calls 28 Frequently Asked Questions 91 Full Mailbox 34 100 Inter Tel Model 8520 User Guide G Generating a Hookflash 61 Green Lamps 11 Greetings 17 Group Listen Using the Speaker 31 H Handsfree Mode 11 Headset 30 Hold 23 Hookflash 61 Hunt Groups 72 Individual Hold 23 Initializing Your Mailbox 16 Intercom Calls 19 K Keymaps 47 L Lamps 5 11 Language 48 Last Number Dialed Saved 28 LCD 5 LCD Contrast 15 LCD Contrast Adjustment 15 Leaving Messages 33 Listening to Messages 36 Logging In and Out of ACD Hu
82. is a feature available for systems using EM Because ASR is a very flexible feature it can be enabled or disabled on several differ ent levels When ASR is enabled for your mailbox you can issue spoken commands to navigate the voice mail menus ASR also allows subscribers and non subscribers to navigate automated attendant menus call routing applications and search the directo ries using voice commands z a4 o o e ca LL When you access voice mail if you are given the option to say a command or press a dialpad digit to complete a task then ASR is enabled for your mailbox If you are only prompted to press a dialpad digit ASR is not enabled for your mailbox If your mailbox is not ASR enabled you can still navigate the menus and perform tasks by pressing the appropriate dialpad digits when prompted by the system When using ASR follow these guidelines for best results e When completing a mailbox related task either say the command each time or press the dialpad digits each time e Use the handset when issuing spoken commands Your endpoint s speaker can pick up background noise and other sounds which may cause the system to mis interpret a command e Voice mail command words are shown on display endpoints If your endpoint has a display and you don t hear the command word when the prompt is announced look at the display for the appropriate voice command e When you use the dialpad digits to complete a task
83. l To enable or disable your endpoint s handsfree answering feature With the handset in the cradle dial EB KJ To receive an intercom call If the handsfree feature is enabled respond handsfree If the handsfree feature is disabled press ig or IC 3f or lift the handset for privacy To receive a non handsfree intercom call EITHER Lift the handset for privacy OR Press c or IC jto answer the call NOTE You must lift the handset if the caller has the Ring Intercom Always feature enabled 20 Inter Tel Model 8520 User Guide To redirect a ringing call to another extension or to an outside number 1 Press Oo and dial ER 2 Enter the extension or outside number to which you want to redirect the call See page 28 for more information If the Off Hook Voice Announce feature is enabled for your endpoint when you hear a single tone and see an incoming call display you can do one of the following e To accept the call on the speakerphone without ending your current call When you hear a double tone you may talk handsfree with the caller through the speakerphone The caller on the handset will be able to hear both you and the party on the speakerphone e To block the call from coming through the speaker Press P to allow the incoming intercom call to camp on The IC jj button flashes and the call is placed on hold 2 m m z i9 zi gt AI m o P
84. l 8520 User Guide 49 zZ o 9 2 o z Changing the Voice Mail Message Envelope When you receive a voice mail message the voice mail system plays an envelope that can include the time and date the message was left the source of the message and or the message length By default the envelope contains all of this information but you can change your envelope as described below NOTE If E Mail Reader is enabled for your mailbox you can also change your e mail and fax message envelopes See page 86 for instructions about how to change your voice mail e mail and fax message envelopes To change your voice mail message envelope 1 Access your mailbox as described on page 34 2 Say Personal or press E to select the Personal Options Menu 3 Say Envelope or press El to select the Message Envelope Options Menu You can then do any of the following Say Time Date or press Kl to enable or disable the time and date options Say Source or press Bff to enable or disable the message source option Say Length or press to enable or disable the message length option Say All Options or press Ell to enable all options and return to the Per sonal Options Menu Say None or press Ell to disable the entire envelope and return to the Per sonal Options Menu Say Accept or press EM to accept the changes Say Cancel or press EY to return to the Personal Options Menu
85. l 8520 User Guide 55 SPEED DIALING Speed dialing allows you and your system administrator to store and access fre quently dialed numbers Each number is stored in your endpoint Station Speed Dial or in the telephone system System Speed Dial and is identified by a location num ber Once programmed you can quickly dial these numbers by entering a feature code and dialing the desired location number Because the system supports both Station and System Speed Dial numbers you can have access to over 1000 stored numbers Station Speed Dial You can program and use up to ten personal speed dial numbers on your endpoint In addition if you have programmable feature buttons you can program them as speed dial buttons for one touch dialing To use a speed dial button you must e Store the number in a speed dial location e Program an available feature button as a speed dial button e Associate a speed dial location with the new speed dial button NOTE You can use the Speed Dial feature even if your endpoint does not have programmable feature buttons Programming Station Speed Dial Numbers To store a speed dial number use the Station Speed Dial Programming feature code to program the number in a speed dial location Use the following table to list the numbers that you store in speed dial locations 0 9 2 O o 2 O BW N Hm oO o 00 1 NA tA 56 Inter Tel Model 8520 User Guide To store a numb
86. l Messages 39 Recovering Deleted Messages 38 85 Red Lamps 11 Redial 28 Redialing a Number 28 Redirect Calls 21 28 Reminder Messages 44 Remote Access Password 69 Remote Feature Access 70 Remote Messaging 34 54 Requesting acallback 20 areminder message 44 Agent Help 71 Responding to a waiting call 22 Agent Help 71 Retrieving Messages 33 Returning endpoint to default 48 feature buttons to default 61 Reverse Transfer Call Pick Up 23 Ring Intercom Always 19 Ring Types 46 S Saving Last Number Dialed 28 Saving Volume Levels 46 Screening Calls 65 Search Order 53 Searching Directories 66 Secondary Extension Buttons 62 Secondary Language 48 Selecting a Message Order 33 Selecting a Ring Tone 46 Sending Calls to Voice Mail 25 Sending Messages 39 Setting account codes 64 mailbox preferences 49 personal options 86 preferences 46 remote messaging 54 voice mail preferences 49 your e mail password 79 SMDR Station Message Detail Recording 64 Speaker 31 Speed Dialing 56 Standard Account Codes 64 Standard Voice Mailbox Flowchart 105 Station Message 20 Station Speed Dial 56 System Administrator 90 System Hold 23 System Speed Dial 58 T Telephone Directory 65 Timers 11 74 Tones Dial 11 Transferring Calls 25 U Using account codes 64 advanced mailbox 78 defaults 16 21 42 44 directories 65 do not disturb mode 42 feature buttons 61 group listen 31 headset 30 message button 33 mute button 31 off hook voic
87. lay hear silence before the first message is played After the e mail envelope is played E Mail Reader reads the body text of the e mail message While you are listening to a message you can use the following options e Say Skip or press EM to skip to the end of the recording e Say Back up or press Ill to rewind a few seconds and replay the mes sage e Say Pause or press IZ to pause Say Continue or press EJ to continue e Say Forward or press E to skip ahead e Say Lower or press EJ to lower the volume e Say Envelope or press E to play the message envelope e Say Higher or press GI to raise the volume e Say Delete Message or press El to delete the message e Say Cancel or press EJ to return to the previous menu 82 Inter Tel Model 8520 User Guide 4 When E Mail Reader has finished reading the e mail the message is marked as saved and you have the following options e Say Replay or press EH to replay the message from the beginning e Say Reply or press El to reply to the message If the e mail message had more than one recipient you have the following options Say Everyone or press If to reply to all recipients Say Sender or press KM to reply to the sender Say Hear or press KM to hear all recipients NOTE See page 39 for recording and delivery options e Say Forward or press El to forward a
88. le logged in will ring until you answer it You will however be automatically connected to subsequent calls To log out of one or more ACD hunt group 1 EITHER Dial EJ E El to log out of all of your ACD hunt groups at once The display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confir mation tone OR With or without the handset lifted dial KI KA One of the following dis plays will appear e If you were logged in to only one hunt group the display shows AGENT LOGGED OUT OF lt hunt group The procedure is complete e If you were logged in to more than one hunt group the display shows AGENT LOGOUT ACD NUMBER Dial the extension number of the desired ACD hunt group e If you were not logged in to any hunt group the display shows NOT LOGGED INTO ANY ACD GROUP 2 Hang up if off hook Ending an ACD Hunt Group Call Each time you end an ACD hunt group call a wrap up timer is started Until this timer expires you will not receive another call through any ACD hunt group You can however end the wrap up session before this timer expires as described below To terminate the ACD Agent wrap up period before the timer expires With the handset in the cradle dial EB HI NOTE If you were not logged in to an ACD hunt group the display shows CANNOT ACCESS RESERVED FEATURE 74 Inter Tel Model 8520 User Guide SECTION CONTENTS PAGE Introd ction s GRAN a NA DA EDEN RS TRO NAA 76 E Mail Reader Features
89. less he or she presses MUTE If the Agent Help Extension is a single line endpoint however the supervi sor can be heard as soon as the conference is established In either case the supervi sor can hear all other parties on the call To use the Agent Help feature while on a call 1 Press Oo and dial E you hear repeating tones the Agent Help fea ture is not available at your endpoint you already have four parties in your call not enough system circuits are currently available or the Agent Help Extension is in DND 2 Dial the Agent Help Extension number if required Your endpoint may be pro grammed to automatically dial the number or you may be required to dial it If the Agent Help Extension accepts the call you hear the Agent Help tone if it is enabled and the supervisor can monitor or join your call If the Agent Help Extension rejects the call you hear a confirmation tone and the display shows AGENT HELP REJECTED To respond to an Agent Help request When you receive an Agent Help request your display shows lt name gt REQUESTS HELP You can do one of the following e To accept the call Answer as usual Your microphone is muted and you cannot be heard by either party unless you press MUTE e To reject the call Dial DI Inter Tel Model 8520 User Guide 71 O z O z WORKING IN HUNT GROUPS Your system may be programmed with hunt groups Hunt g
90. ll To change a volume level Press iil the high end of the volume button to increase the volume Press P the low end of the volume button to decrease the volume z O o 2 O To save your change EITHER Press both ends of the volume button OR Press the middle of the volume button Selecting a Ring Tone The ability to change your ring tone is helpful in close quartered environments If your ring tone is unique you can quickly identify when a call is ringing on your end point To select the type of ring tone for your endpoint 1 With the handset in the cradle dial ER KJ 2 Do one of the following to select your ring tone e EITHER Press K for no ringing e OR Press iil or P to scroll to the desired tone e OR Dial 1 9 to select a specific tone 3 When you hear the tone you want press EM or d or lift and replace the handset 46 Inter Tel Model 8520 User Guide Enabling Background Music If your telephone system is equipped with a music source you can listen to music through your speaker To enable or disable background music Dial KB KB KI Changing Keymaps Keymaps identify where feature buttons appear on your endpoint While all endpoints are programmed with a standard keymap some endpoints have alternate keymaps ask your system administrator If you have an alternate keymap you can switch between the keymaps by dialing a specific feature code To switch between keymaps when your en
91. lope E Dial the mailbox number i 16 reply to a message or for Fax Number EN Go to Next Message ward a message n Save the M 7 Record your message Message Order Zi ka KNA ka Pause E Transfer Method E Delete Message H 7 Continue ES MESSAGE ORDER gt REMOTE MESSAGING z Erase EN New Messages EN Note Applies to voice mail only iO After recording Saved Messages EB Program Cascade Level th Enter cascade level number then Replay EE TRANSFER METHOD shani EN gt ange Append ET Unannounced Fe s Persona EN A Erase re record El Screened EN m pi E Pager gt Copy Announce Only l5 Enter Time of Day 2 m Delivery Options EN MESSAGE OPTIONS Set Days of Week ZU DELIVERY OPTIONS lq Note Options vary by media Weekdays EN Private type All Days EN Certified Cancel Unheard Messages Individual Day 1 7 Priority Recover Deleted Messages kJ rar NG Select Message Category 4 Send ET Voice Mail EN E Mail EN All Messages EN Mai Send and Exit Hang Up ne Priority Messages 2 Facsimile Inter Tel Model 8520 User Guide 87 Y m a q m 72 lt wi o Z D 5 88 Inter Tel Model 8520 User Guide Learning More SECTION CONTENTS PAGE Introduction a ANG DANDAN ON ee ah 90 What the Administrators Can Do for You
92. m Speed Dial TFR Transfer TG Trunk Group a group of outside lines TRNK Trunk an outside line Message Indicator Lamp The Message Indicator lamp located at the top right corner of the endpoint shows the same indications as the button The Message Indicator lamp flashes when ever there is a waiting message NOTE By default the message lamp is programmed to light when you receive a new voice mail message However this lamp can be programmed for other functions Check with your system administrator if you are unsure what your endpoints lamp is pro grammed to indicate Inter Tel Model 8520 User Guide 5 DSS BLF and Mini DSS Generally the Model 8450 Direct Station Selection Busy Lamp Field DSS BLF unit is used by individuals that handle a high volume of incoming calls such as reception ists The DSS BLF provides one button access to up to 50 extension numbers or a programmable feature For more information about programming and using the DSS refer to the current Administrator s Guide part no 550 8001 The Model 8416 Mini DSS unit is a scaled down version of the full sized DSS BLF unit This optional unit adds 16 user programmable buttons to your endpoint These buttons can be programmed as any of the following z a4 o o m Z L e DSS buttons Provide one button access to extension numbers and display the status of the extension associated with the button see page 62 e Feature bu
93. mation before you use your endpoint Your telephone system may be programmed for one or two dial tones Systems with two dial tones have one for intercom calls and one for outside calls Many features time out if you wait too long before performing the next step If this happens you must hang up and start over If you hear four fast tones or repeating fast tones you have pressed an invalid button combination tried to select a restricted line dialed a restricted or invalid number dialed too slowly between digits or waited too long before performing the next step Hang up and try again Some endpoint models have red green lamps in the feature buttons Green indi cates a call is ringing holding or active on your endpoint Red means the call is on another endpoint If the buttons only light red either your endpoint does not have the green lamps or the system is not programmed to support the two lamp colors NOTE Your endpoint may be programmed to always use red lamps for calls ring ing directly to your endpoint If you are uncertain about the configuration ask your system administrator The button lamps may be solidly lit or flashing to indicate the status of a call or feature To avoid confusion this guide uses different icons to signify that a lamp is unlit CNF lit CNF or flashing CNF 3I Off hook means that either the handset is lifted or the speakerphone is on M is lit On hook i
94. mmed for the secondary language all displays appear in Japanese Katakana characters and your voice mail prompts are played in Japanese NOTE You can only use the secondary language voice mail prompts if they are loaded on the system By default all endpoints are set for the primary language See your system administrator to determine which languages are programmed for your tele phone system You can also program messages using English Spanish or Japanese characters or a combination of both see page 66 for a list of characters In displayed lists such as directories the English Spanish characters are alphabetized before the Japanese char acters To change the assigned language for your endpoint Dial ES KOI KU to change between your system s primary and secondary languages as desired Your display shows the current language Returning to Default Operation You can return your endpoint to default levels at any time This feature returns vol umes to default levels cancels DND manual call forwarding background music and queue requests and restores handsfree mode pages hunt group calls and system for warding all at once 2 O o Z gt O To return your endpoint to default Dial HI EB KE 48 Inter Tel Model 8520 User Guide SETTING MAILBOX PREFERENCES Your mailbox contains personal options to allow you to customize voice mail func tions However before you change your voice mail options you
95. must first initialize your mailbox see page 16 NOTE If your telephone system uses Enterprise Messaging EM your mailbox may have the Automatic Speech Recognition ASR feature enabled When ASR is enabled for your mailbox you have the option of issuing a spoken command or pressing a dial pad button See page 10 for ASR guidelines ALSO If your mailbox has E Mail Reader enabled you have an advanced mailbox See page 75 for information and instructions about using E Mail Reader features Changing Your Mailbox Password Your password prevents unauthorized access to your mailbox When you first initial ize your mailbox you are prompted to change your password from the default your mailbox number You can change your mailbox password at any time The new password can be up to 12 digits long and must be numeric To change your mailbox password 1 Access your mailbox as described on page 34 2 Say Personal or press EZ to select the Personal Options Menu e zZ O z 3 Say Password or press KM If you want a password enter a new password using digits 0 9 up to 12 digits and then press EB when you are done The messaging system plays back your password If you do not want to use a password just say Skip or press EM 4 Say Accept or press EM to accept the password as entered or say Re enter or press El to erase and re enter your password 5 Hang up Inter Tel Mode
96. n hang up If the number is busy there is no answer or the transfer is refused press the flash ing button to return to the caller Inter Tel Model 8520 User Guide 25 2 m z i9 s gt A m Is e W 04 lt x Ee 7 o W o UsiNG REVERSE TRANSFER The Reverse Transfer Call Pick Up feature allows you to answer a call that is ring ing or holding at another endpoint For example if the attendant transfers a call to you but you have stepped away from your endpoint you can pick up the call using another endpoint To answer a call ringing or holding at another endpoint 1 Lift the handset and dial EM 2 Dial the extension or hunt group number see page 72 where the call is ringing or holding The call is transferred to the endpoint you are using and you are con nected to the caller NOTE If the Group Call Pickup feature is enabled you can pick up a call ringing at any station in a hunt group by dialing the hunt group s extension number 26 Inter Tel Model 8520 User Guide FORWARDING CALLS With the Forwarding feature you can have calls follow you e g forwarded to a cell phone or you can redirect calls to a voice mail or other extension Manual Call Forwarding Manual call forwarding allows you to send incoming calls to another extension num ber You can even forward calls to outside numbers if your endpoint is programmed to allow this To forward calls
97. nced mailbox you can access e mail messages by choosing option three from the main menu E Mail Reader does not distinguish between conventional e mail messages and meeting invitations and responses such as those created with Microsoft Outlook Therefore e mail messages and meeting messages including invitations cancellations and responses can all be accessed by selecting option three on the main menu Envelope settings and options are identical for e mail and meeting messages however you can only accept tentatively accept and decline meetings using your e mail application When you access your e mail messages E Mail Reader first announces the message according to the envelope options you select see page 86 Then E Mail Reader reads the text in the body of the message After you access your message you can replay the message listen to the next or previous message replay the message envelope save the message or delete the message In addition you can reply to the message or for ward a copy to another recipient When you select the reply option you are prompted to record a message and your reply is sent as an attachment in the form of a wav file If the e mail has multiple recipients you have the option of replying to just the sender or to all of the recipients When you forward an e mail message the e mail is converted to a fax and forwarded to the fax destination telephone number you specify NOTE The body of Outlook me
98. ndicates that the handset is in the cradle or the speakerphone is off For example you must first go off hook to make a call but you must go on hook to end a call If the Msc qj button and Message Indicator lamp are lit when using a directory or entering a message you are in alphanumeric mode which allows you to enter let ters If the Msc button and the Message Indicator lamp are unlit you are in numeric mode and can only enter numbers and special characters Handsfree mode indicates that a call is connected through the speakerphone i e you don t have to lift the handset to speak While in handsfree mode you can make or receive calls Inter Tel Model 8520 User Guide 11 RH z z 0 lt o Cc x 5 lt z z a o o Z m us SOFTWARE COMPATIBILITY Depending upon which software version your telephone system is using some of the features included in this guide may not be available for your endpoint Check with your system administrator to see which software version your telephone system cur rently uses and if there are any features restrictions for your system The Model 8520 is compatible with Axxess system software versions 7 0 and later and Inter Tel 5000 system software versions 1 1 and later Endpoints using Axxess software versions 3 0 to 6 x have limited functionality in the following areas e The STN SP
99. ndpoint has buttons located on the back to release the locking base 1 Position the bottom of the endpoint s base on a flat surface 2 Press both buttons on the back of the endpoint to disengage the base s locking mechanism 3 Tilt the endpoint to the desired angle 4 Release both buttons to lock the base in place NOTE If you position your endpoint s viewing angle to 60 degrees or greater it is rec ommended that you flip the handset hanger down to the horizontal position 14 Inter Tel Model 8520 User Guide ADJUSTING YOUR ENDPOINT S LCD CONTRAST Some endpoints have a contrast control wheel that allows you to manually adjust the Liquid Crystal Display LCD contrast This wheel is located on the back of the end point and can be adjusted while viewing the LCD screen For endpoints that do not have a contrast control wheel you can use a feature code and the volume buttons to adjust the contrast on the LCD Depending on the type of display your endpoint has you can adjust the contrast on your LCD using one of the following methods When you adjust the contrast on the LCD the endpoint must be in an idle state To adjust your endpoint s LCD contrast using the contrast control wheel 1 While viewing the LCD screen locate the contrast control wheel on the back upper right section of the endpoint 2 Adjust the contrast of the LCD screen by turning the wheel clockwise lighter or counterclockwise darker To adjust your
100. ng e Say Cancel or press EM to exit without changing your greeting 6 Hang up Recording Your Voice Mail Directory Name Your recorded name is used to identify you in the voice mail directory and to verify your mailbox number when messages are addressed to you Although you record your name when you first initialize your mailbox you can change it at any time To record your directory name 1 Access your mailbox as described on page 34 2 Say Personal or press to select the Personal Options Menu 3 Say Name or press KM Your recorded name is played 4 Do one of the following e Say Accept or press EM to accept your recorded name e Say Replay or press fill to replay your recorded name e Say Append or press El to add to your name e Say Erase or press Kl to erase and re record your name When you hear a tone record your first and last name Then say Accept or press EJ to accept your recorded name 5 Hang up 18 Inter Tel Model 8520 User Guide MAKING AND RECEIVING CALLS Making and receiving calls is the basic purpose of any endpoint With your Model 8520 you can make receive intercom and outside calls and make emergency calls Intercom Calls Your extension number allows other people to place intercom calls to you without dialing any extra codes And because every endpoint in your telephone system is assigned an extension number you can call other people in your system q
101. ng Station Speed Dial Numbers To dial a Station Speed Dial number If necessary select an outgoing line You have the following options zZ o o 2 o z e To use a location number Press STNSPDL or dial EN EJ Ell and then enter the desired Station Speed Dial location number 0 9 e To use a Station Speed Dial button Press the desired Station Speed Dial button System Speed Dial Your system administrator can store several speed dial numbers in the system speed dial locations Depending on the size of your system you can access up to 1000 or up to 5000 system speed dial locations if they have been programmed To dial System Speed Dial numbers 1 Press SYS SPDL or dial EN EN EB 2 Dial the location code 000 999 or 0000 4999 for the desired number 3 Press E to dial the number 58 Inter Tel Model 8520 User Guide USING RECORD A CALL If your telephone system is equipped with a Voice Processor voice mail you may have access to the Record A Call feature If so you can record an ongoing call as a mailbox message You can then retrieve the message just as you would any other mailbox message NOTE The Record A Call feature remains active after the other party hangs up This allows you to append the recorded call with your own message To use the Record A Call feature while on a call 1 Press Oo and dial EB E 2 If required dial the desired mailbox number Your endpoint
102. nsion number OR say Outside or press Bff for an outside number Say or enter the number e To set up or change pager notification Say Pager or press EI Say Personal or press KM Say Change or press Kllto enable or disable the number 5 Say Days or press KM Then select one of the following e Say Weekdays or press Hi for Monday Friday e Say Days or press KM for all days e Say Day or press Ef to select individual days You are prompted to say or press numbers 1 7 which correspond to the days Sunday through Saturday 6 Say Time or press EM Then say or enter the times you want the message noti fication to start and stop Enter or say the times with two digits for the hour and two digits for the minutes e g 0900 9 00 If entering the time in 12 hour for mat e Say AM or press Hf for AM e Say PM or press El for PM O z O z NOTE For 24 hour notification program the starting and ending times to be the same 7 Say Category or press EM You have the following options e Say All Messages or press Kl for all messages e Say Priority or press EM for priority messages only 8 Hang up or press EM to save the settings and exit NOTE If for some reason voice mail is not able to use your remote notification your mailbox will receive a message stating that notification could not be completed Inter Tel Mode
103. nt Groups 73 M Mailbox 34 Mailbox Almost Full Full 34 Mailbox Preferences 49 Making and Receiving Calls 19 Making Pages 60 Manual Call Forwarding 27 Members Hunt Group 72 Message button 33 center 33 indicator lamp 5 search order 53 Message Count and Type 34 Messages recording and sending voice mail messages 39 recovering deleted 85 using do not disturb 42 using reminder 44 Messaging Remote 34 54 Microphone 31 Mini DSS 6 Multilingual Capability 48 Mute Button 31 N Non Handsfree Calls 20 47 Numeric Mode 11 O Off Hook 11 Off Hook Voice Announce 20 Optional Account Codes 64 Outside directory 66 enable disable automatic call answer 47 party s name 29 receiving calls 22 P Paging 60 Performing a Directory Search 66 Performing a Hookflash During a Call 61 Placing calls on hold 23 conference calls 24 intercom calls 19 Primary Greeting 17 Primary Language 48 Programming cascade levels 54 date and time notification 55 Direct Station Selection buttons 6 fax destination 52 feature buttons 61 remote feature access 69 remote messaging 54 ring intercom always 19 secondary extension buttons 62 63 station speed dial numbers 56 Inter Tel Model 8520 User Guide 101 Q Queue Feature 20 Queue the Line 20 R Recall 57 Receiving intercom calls 19 outside calls 22 Record A Call 59 Recording and sending voice mail messages 39 voice mail directory name 18 Recording and Sending Voice Mai
104. om your advanced mailbox you must set up your e mail password While completing the setup you cannot use Automatic Speech Recognition ASR if it is enabled for your voice mail system To prevent oth ers from overhearing your password you must use the dialpad digits on your endpoint to set up your e mail password When setting up your password the number of times you press a button determines which character is entered as shown in the table on the following page Notice that the capital letters and lower case letters require different button presses As you press the buttons the system announces the current character to you For security reasons it is recommended that you use the handset and not the speakerphone when you set up your e mail password E mail passwords are case sensitive and your entry must match your e mail password exactly Also your e mail password cannot include any characters that are not included in the table on the following page and cannot exceed 40 characters In addi tion your e mail administrator can set further restrictions for password length allowed characters number of attempts etc Check with your administrator if you encounter any difficulties setting up your e mail password 2 z a m gt pa m gt iz m a Inter Tel Model 8520 User Guide 79 To enter your e mail password see table below 1 Access your mailbox as described on page 34 The system announces that it was unabl
105. or can change the time and date Contact your system administrator 1f you notice that the date and time are incorrect How do I program System Speed Dial numbers Only your system administrator can program System Speed Dial numbers You can however program up to ten Station Speed Dial numbers see page 56 How can I set the number of rings that are allowed before the call is sent to voice mail Only your system administrator can change the number of rings How can I change the name displayed on my endpoint Only your system administrator can change the usernames assigned to extensions Why can t I retrieve deleted messages The system may have erased your message After a programmed amount of time has lapsed up to 24 hours the system automatically erases all deleted voice mail mes sages see page 38 If you attempted to recover a deleted voice mail message within this time frame but you were still unsuccessful your voice mail system may not have sufficient space programmed to store deleted messages Or your telephone system may not be using a software version that supports this feature If you are attempting to recover a deleted e mail or fax message E Mail Reader enabled contact your voice mail administrator to see how long you have to recover deleted e mail and fax mes sages How do I scroll the display screen Press i the low end of the volume button to scroll down or iii the high end of the volume button to scroll
106. or press Egli and Next say Next or press EB options The directory lists are circular That is when the end of the list is reached the next name played will be the first name in the directory When the correct name is played say Yes or press pg to select it If the system locates more than 10 matches you can either browse the list using the options mentioned above or filter the list by responding to the filtering questions gen erated by the system Based on your responses the system filters the list to include first or last name matches only If the system cannot locate an exact match it returns the closest match found e zZ O z To use the dialpad buttons to spell a name When prompted press the appropriate dialpad buttons to spell the name The number of times a button 1s pressed determines which character is entered as shown in the table below When adjoining characters are under the same button press to advance to the next character For exam ple 5666 FWD 166337777 enters Jones NUMBER OF TIMES BUTTON IS PRESSED BUTTON 1 2 3 4 5 1 amp 1 2 A B C 2 3 D E F 3 4 G H d 4 5 J K L 5 6 M N O fi 6 7 P Q R S 7 8 T U V 8 9 W X Y Z 9 0 0 Inter Tel Model 8520 User Guide 67 To perform a directory search 1 Dial the voice mail number 2 Say Directory or press EJ 3 Say the last name of the
107. person you are searching for or press the appropriate dialpad buttons to spell the name see page 67 If 10 or fewer matches are located you can access and browse the list immedi ately see step 4 If the list contains more than 10 matches you have the option to browse or filter the list skip step 4 and see step 5 4 If 10 or fewer matches are located you have the following options e Say Yes or press Ej to accept the name that is played e Say Previous or press EJ to browse to the previous name in the list e Say More or press pg to hear more information about the subscriber e Say Next or press EJ to browse to the next name in the list e Say New or press Eg to search for a new name e Say Cancel or press Egi to exit the directory 5 If more than 10 matches are located the system prompts you to browse or filter the list Do one of the following e Say Yes or press pf to browse the list See step 4 for options e Say No or press pig to select the filter option and then respond to one of the following filter questions The system begins by asking you if the name you are searching for is the last name If it is say Yes press KM say the last name or spell the last name If you did not respond to the first question the system asks if the name you are searching for is the first name If it is say Yes press J say the first name or spell the first name Afte
108. r phone mode ALSO On some long distance calls the outside party may hear his or her own echo when speaking If the amount of echo is objectionable do not use the Enhanced Speakerphone Mode 32 Inter Tel Model 8520 User Guide USING THE MESSAGE BUTTON In today s busy world it s almost guaranteed that you will call someone that is on another call does not answer or is in DND But with the MSG button you can let the other person know you called When you leave a message you can e Have the called party return your call When the party you called responds to the message indication a call is automatically placed to your endpoint e Leave a message with the called party s message center which can be a per son or voice mail When the party you called responds to the message a call is automatically placed to his or her message center instead of your endpoint To indicate that a message is waiting your endpoint s MSG3j button flashes and the display shows the number of waiting messages Leaving Messages To leave a station message while on an intercom call press MSG and hang up 2 m m 2 i9 s gt A m Is To leave a voice mail message while on an intercom call press MSG and wait for the message center to answer To leave a silent message without placing an intercom call 1 Dial EB KI KA 2 Dial the desired extension number and h
109. r the mailbox number UsiNG REVERSE TRANSFER CALL PICKUP 1 Lift the handset and dial EJ 2 Dial the extension number where the call is ringing or holding ACCESSING YOUR MAILBOX NOTE If your voice mail system has Automatic Speech Recognition ASR capability and it is enabled for your mailbox you can complete voice mail tasks by issuing spoken commands or by pressing dialpad digits If your MSGH button is lit and you have a message from voice mail 1 Lift the handset or press P or press SPKR I 2 Press MSGS A call is automatically placed to the voice mail system 3 Enter your personal password and press E If your button is not lit 1 Dial the voice mail extension number You hear the main menu 2 During or after the greeting say Login or press EJ to identify yourself as a subscriber 3 Say or enter your mailbox number 4 Enter your mailbox password if programmed Then press E ACCESSING VOICE MAIL MESSAGES 5 Access your mailbox as described on page 3 If E Mail Reader is enabled for your mailbox say Voice Mail or press El If E Mail Reader is not enabled for your mailbox skip this step Select one of the following Say New or press Hl to listen to new messages Say Saved or press El to listen to saved messages While you are listening to a message you can use the following options Say Skip or p
110. r the list has been filtered by first or last name a smaller list of names is returned You can then browse the list and select the appropriate name see step 4 2 O o 2 O 68 Inter Tel Model 8520 User Guide PROGRAMMING REMOTE FEATURE ACCESS If you are away from your desk and forgot to put your endpoint in DND don t worry With the Remote Feature Access you can place your endpoint in DND or forward calls from any other endpoint on the system And if you have a special dial up line you can access your endpoint features from an outside line NOTE For your convenience a pocket sized guide of the Remote Feature Access is located in the front of this guide Remote Access Password Before you use Remote Feature Access you should program a password as described below To change the password from your endpoint 1 Dial EB EB KE 2 Enter your current password followed by ES NOTE Your extension number is your password at default 3 Enter the new password followed by EM You hear a confirmation tone 4 Enter the new password again for verification followed by EM You hear a con firmation tone To change the station password using remote programming see Remote Feature Access Inter Tel Model 8520 User Guide 69 z e z O z Remote Feature Access To access your endpoint from another endpoint 1 EITHER Call your Direct Inward System Access number provided by your system
111. rb Mode c cece Using Reminder Messages lees I nnn MOVING ON enc rrr s TC INTRODUCTION a uae iie ax rw wes oC DO RED ea eae TR MD a Tu RC Rr RD doa Gah t E e EH 4 a ONISN Setting Endpoint Preferences 4 eller Setting Mailbox Preferences sA eene Speed Dialing 2 RR RI n AYOW ONINYVAT lnter Tel Inc April 2005 printed in US CONTENTS PAGE Using Record A Call ccc ne ene een eens 59 Paging BANAL Se ela ee ae a ee ae ane 60 Performing a Hookflash During a Call 0 0 0 0 cece ee ees 61 Programming Your Feature Buttons 0c eee eee 61 Programming Direct Station Selection Buttons 0 62 Programming Secondary Extension Buttons 0 0 cece eee eee 63 Using Account Codes 2 eee eens 64 Screening Calls hh hh hn 65 Using the Directories lleeeeeeeeee RII 65 Programming Remote Feature Access 2 42 eens 69 Requesting Agent Help cece eee eee 71 Working in Hunt GroupS 0 0 0 cee I Hh th 72 USING E MAIL READER lt 4 cs 0ccoset ended daaenened ee wae DAWA RR ER s 75 Introduction zie AA 76 E Mail Reader Features sleeseeeeeeee e mn 77 Using Your Advanced Mailbox 1 0 ccc eee I nh 78 Setting Up Your E Mail Password 0 00 0 cece eee 79 Accessing E Mail Messages 0 0 00 cece eee eR nn 81 Accessing Fax MessageS
112. ress DND to place your endpoint in DND mode if desired See page 42 for more information about DND mode Outside Calls With outside calls you can talk to people who aren t members of your telephone sys tem When you make an outside call however you must dial any area codes or long distance digits that your telephone company requires Placing Outside Calls To place an outside call 1 With or without the handset lifted press OUTGOING 2 Dial the desired number NOTE If you see a request for an account code and hear a single beep you must dial an account code before you can place your call see page 64 Depending on how your system is programmed you may be able to use one of the following methods to select an outgoing line instead of pressing the OUTGOING but ton e Dial the Outgoing Call feature code default is 8 e Press an unlit CALL I button if you have one e Dial a Select Line Group feature code the defaults are 92001 92208 but may dif fer depending on the software version e Dial the Automatic Route Selection ARS feature code the default is 92000 but may differ depending on the software version Inter Tel Model 8520 User Guide 21 To request a callback queue on to the line if all outgoing lines are busy when you try to call out When you hear busy signals press EJ and hang up When the line is available your endpoint rings To cancel t
113. ress E to skip to the end of the recording e Say Backup or press E to back up Say Pause or press Ell to pause Press EE to continue Say Forward or press EJ to skip ahead Say Lower or press El to lower the volume Say Envelope or press Kj to play the message envelope Say Higher or press Gf to raise the volume Say Save or press fa to save the new message in your mailbox Say Delete or press to delete the message from your mailbox When the message has finished playing you have the following options Say Replay or press El to replay the message from the beginning Say Reply or press Bf to reply to the message Say Forward or press Kl to forward a copy of the message e Say Previous or press E to listen to the previous message Say Envelope or press E to play the introductory message envelope Say Next or press Gf to listen to the next message Say Save or press EE to save the new message in your mailbox Say Delete or press Elf to delete the message from your mailbox RECORDING AND SENDING VOICE MAIL MESSAGES DB O Na Access your mailbox as described on page 3 Say Record or press KM Say or enter the mailbox number where you want to leave the message Say Yes or press El to accept the subscriber s name Record your message after the tone When finished hang up to deliver the message or press EM
114. roup Remove Replace 324 z e AI Inter Tel Model 8520 User Guide m Ll X e o Z a lt Ll m FEATURE NAME FEATURE CODE NEW CODE Message 365 LCD Contrast Control 303 Message Cancel Message Left 366 Message Cancel Message On Endpt 368 Message Silent Message 367 Microphone Mute On Off 314 Page 7 Page Receive On Off 325 Program Baud Rate 393 Program Buttons 397 Program Station Password 392 Queue Callback Request 6 Record A Call 385 Redial 380 Redirect Call 331 Reminder Message 305 Reminder Message Cancel 306 Remote Programming 359 Reverse Transfer Call Pick Up 4 Review Buttons 396 Ring Intercom Always On Off 377 Ring Tone Selection 398 Routing Off 304 Station Speed Dial 382 Station Speed Dial Programming 383 System Forward Enable 352 System Forward Disable 353 System Forward On Off 354 System Speed Dial 381 Switch Keymap 399 Transfer To Hold 346 Transfer To Ring 345 Inter Tel Model 8520 User Guide NOTES m gt a z 0 Ed e Po m Inter Tel Model 8520 User Guide Ll X fe o Z a lt Ll m Inter Tel Model 8520 User Guide A Abbreviations 5 About This Guide 2 About Voice Mail 9 About Your Endpoint 3 Accessing e mail messages 81 fax messages 84 voice mail messages 36 your mailbox 34 Account Codes 64 ACD Hunt Groups 72
115. roups are groups of end points that share a common extension number in addition to having individual exten sion numbers This allows someone to call anyone in the group using the common extension or a specific member using the individual extension The members of these groups and the common extension s are programmed by your system adminis trator Hunt Group Calls Enabled Disabled If you are a member of a hunt group you can enable or halt hunt group calls to your extension To turn on or off hunt group calls Dial EB EB KE ACD Hunt Groups Some hunt groups use a special feature called Automatic Call Distribution ACD that distributes the hunt group calls equally among the available members These hunt group members are referred to as agents who log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls Distributing Calls Calls are distributed through an ACD hunt group based on Agent IDs or extensions as described below 2 O o gt O e Agent IDs If the hunt group is programmed to use ACD Agent IDs each agent is assigned an Agent ID number to enter during the login procedure see Logging In and Out of ACD Hunt Groups The hunt group calls are routed to logged in agents according to their Agent ID number instead of their extension number Because the Agent ID is not associated with any extension the agent can use any endpoint in the system to log in e Members If the h
116. rrent feature button values 1 With the handset in the cradle dial ER KI 2 Press the feature button s you want displayed 3 Press Ito exit Inter Tel Model 8520 User Guide 61 zZ o o 2 o z PROGRAMMING DIRECT STATION SELECTION BUTTONS A button programmed as a Direct Station Selection Busy Lamp Field DSS BLF but ton provides a way to dial the associated extension with one touch In addition if the button is equipped with a lamp you can visually monitor the status of the associated extension To assign an extension to a DSS BLF button 1 With the handset in the cradle dial ER KA 2 Press the DSS button s and dial the desired extension number Once programmed you can use your DSS button as follows e You can place an intercom call to the extension that the DSS button is pro grammed for by pressing the button once e You can transfer a call to the extension that the DSS button is programmed for by pressing the button once and hanging up For transferred calls that are forwarded to voice mail you will hear repeating double tones and the display will show DEST FORWARDED TO VOICE MAIL e You can visually monitor the status of the extension The DSS BLF lamps indi cate the status of the extension or feature assigned to the button These indica tions are shown in the table below If the lamp is Then Solidly lit Flashing slowly The associated extension is busy or the associa
117. sage NOTE You may be prompted to confirm deleting the message Say Yes to delete the message or No to cancel the request to delete the message 4 Hang up 84 Inter Tel Model 8520 User Guide RECOVERING DELETED MESSAGES Recovering deleted messages varies based on media type If you delete a voice mail message you can retrieve it within a specific time frame up to 24 hours programmed by your voice mail administrator The specified time frame for retrieving deleted e mail and fax messages is determined by the Exchange administrator Once you recover a deleted message it is then restored to your saved message queue Deleted voice mail e mail and fax messages that are not recovered within the specified time frames are automatically erased NOTE Contact your system administrator if you want to know how long you have to recover deleted messages To recover deleted messages Access your mailbox as described on page 34 Say Options or press El for Message Options Say Recover or press Bff to access undelete options Specify which media type you would like to recover Your options are e Say Voice Mail or press Kl to recover a voice mail message e Say E Mail or press KM to recover an e mail message e Say Facsimile or press Ef to recover a fax message 5 EITHER Say Listen or press El to listen to your deleted messages and choose which ones to recover After each
118. sage Pause Continue ERE Erase After recording Replay Append Erase re record Copy BEERS Delivery Options PERSONAL OPTIONS Record Greeting Primary Greeting EN Alternate Greeting EN System Greeting El See Recording Options Record Directory Name 2 See Recording Options Record Password EN Change Envelope Settings Time Date EN Message Source 2 Message Length 3 All Options 4 None E Remote Messaging El Primary Cascade EB gt LISTENING TO MESSAGES While the message is playing Back Up Pause Move Forward Lower volume Play the Envelope Higher volume Save the Message Delete the Message Skip to the End After the message EE CENCEGENG Replay Message Reply to the Message Voice Mail Message Call Back 2 Forward a Copy Alternate Cascade More Options EH Fax Number EN Message Order EN Transfer Method 5 MESSAGE ORDER 4 See Recording Options Go to Previous Message Play the Envelope Go to Next Message Save the Message UNGER E Delete Message DELIVERY OPTIONS Private Certified Priority Send HONE Send and Exit Hang Up E
119. ssages You can cancel unretrieved messages that you have sent to individuals but not mes sages that you sent to group lists To cancel unheard voice mail messages 1 Access your mailbox as described on page 34 2 While listening to the voice mail main menu say Options or press E for Message Options 3 Say Unheard or press El 4 When prompted say or enter the number of the mailbox containing the unheard message 5 Say Yes or press EM to confirm the mailbox you are selecting Voice mail will tell you how many messages you have waiting at the mailbox and play them for you After each message you can e Say Replay or press E to replay the message e Say Append or press El to add to the message e Say Forward or press E to forward the message to another mailbox e Say Previous or press EJ to listen to the previous message e Say Envelope or press KE to play the message envelope e Say Next or press R to listen to the next message e Say Save or press fil to save the message in your mailbox e Say Delete Message or press EJ to delete the message 2 m Z i9 s gt A m Is NOTE You may be prompted to confirm deleting the message Say Yes to delete the message or No to cancel the request to delete the message 6 Hang up Inter Tel Model 8520 User Guide 41 USING Do NoT DISTURB MODE If you are away from your desk or i
120. t the call on hold Place another intercom or outside call Press cNF to place the call on hold If necessary repeat this step to place one more call on hold Press CNF f to join all of the calls together in the conference During the conference call you can do the following To place the conference on hold Press VJ This places the conference on hold without disconnecting the parties To return to the conference press CNF zl To drop out of the conference Press cNFsll and hang up This removes your endpoint from the conference but leaves the other parties connected To add parties to the conference Do the following a Press CNF El This leaves the conference parties connected b Place a call to the party to be added to the conference c Press CNF zl twice to put yourself and the new party into the conference To end the conference and place all parties on individual hold Press cNF Sj and then press to place all of the parties on individual hold You can then speak to one party at a time by pressing amp or a flashing button To mute your microphone Press MUTE This turns your microphone on or off during the conference If mute is enabled you can hear the conferenced parties but they cannot hear you To transfer the conference to another extension or to voice mail Press and dial the desired extension number Then hang
121. ted feature is enabled The extension is in Do Not Disturb Flashing rapidly The extension has a call ringing in Fluttering continuously The extension is causing a STATION OFF HOOK system alarm NOTE For the DSS buttons to work as described above your system administrator must define them as user programmable in Database Programming 62 Inter Tel Model 8520 User Guide PROGRAMMING SECONDARY EXTENSION BUTTONS With the Secondary Extension Appearances feature you can program various buttons on your endpoint and on the Mini DSS to indicate the call activity at a different extension primary extension In addition to being able to see when a call is ringing answered or on hold you can use your secondary extension button to answer a call that is ringing at the primary extension Your endpoint may also be programmed to ring automatically when a given number of calls are waiting at the primary extension ask your system administrator There are two possible types of secondary extension buttons programmable and non programmable If you have a non programmable secondary extension button only the system administrator can change the associated extension If you have a programma ble button you can change the extension as described below NOTE You can only assign the extension for a secondary extension button You can not create or change the secondary extension button e g make it a feature
122. to save the number NOTE To dial outside telephone numbers without first selecting an outgoing line enter the Outgoing access code default is J before the outside tele phone number To erase a Station Speed Dial name and or number 1 With the handset in the cradle dial EB EM 2 Dial the desired location code 0 9 or press the desired Station Speed Dial but ton Press MUTE repeatedly until the name is erased Press EM to continue Press MUTE repeatedly until the number is erased Press EM to exit o0 2o Inter Tel Model 8520 User Guide 57 Creating Station Speed Dial Buttons If your endpoint has programmable buttons you can program one or more as speed dial buttons After the button is programmed you must select a speed dial location to associate with the button NOTE Before you program a speed dial button you need to store a number in a speed dial location see the previous instructions To program a speed dial button 1 With the handset in the cradle dial HI E EA 2 Press the feature button you want to program as a speed dial button 3 Dial EB EB EB 4 Dial the speed dial location 0 9 that contains the number you want to associate with the button To view how your Station Speed Dial buttons are programmed 1 With the handset in the cradle dial EB KA 2 Press the desired Station Speed Dial button The name or number is displayed 3 Press EB to exit Diali
123. tomatic Line Answer 392 Program Station Password 313 Background Music 6 Queue Callback Request 355 Call Forward All Calls 385 Record A Call 357 Call Forward If Busy 380 Redial 356 Call Forward If No Answer 331 Redirect Call 358 Call Fwd If No Answer Busy 305 Reminder Message 5 Conference 306 Reminder Message Cancel 394 Default Station 359 Remote Programming 307 Directory 4 Reverse Transfer 300 Display Time And Date 396 Review Buttons 372 Do Not Disturb On Off 377 Ring Intercom Always On off 373 Do Not Disturb Override 398 Ring Tone Selection 395 Feature Button Default 382 Station Speed Dial 312 Group Listen 383 Station Speed Dial Program 319 Handsfree On Off 354 System Forward On Off 317 Headset On Off 381 System Speed Dial 336 Hold Individual 399 Switch Keymap 335 Hold System 346 Transfer To Hold 330 Hookflash Recall in Europe 345 Transfer To Ring Some feature codes may not apply to your endpoint For a list of feature codes specific to your endpoint consult the user guide TELEPHONE SYSTEM AND VoicE MAIL FEATURE GUIDE UsiNG VoicE MAIL To access your mailbox 1 Dial the voice mail extension number 2 Say Login or press and say or enter your mailbox number 3 Enter your password and press EJ 4 Voice mail plays the main menu for your mailbox type and guides you through the available options STANDARD VOICE MAILBOX MAIN MENU
124. ttons Provide quick access to frequently used features see page 61 e Secondary extensions Allow one button access to calls ringing or holding at another station see page 63 NOTE Instructions for attaching the Mini DSS to your endpoint are included with the unit The DSS BLF and Mini DSS lamps indicate the status of the extension or feature assigned to the button These indications are shown in the table below If the lamp is Then Flashing slowly The extension is in Do Not Disturb Flashing rapidly The extension has a call ringing in Fluttering continuously The extension is causing a STATION OFF HOOK system alarm 6 Inter Tel Model 8520 User Guide ABOUT VOICE MAIL Voice mail is an application that is part of the Inter Tel voice processing system Using voice mail you and other callers can send and receive recorded messages from any supported endpoint on the system To use voice mail features each user or sub scriber is assigned a mailbox which usually corresponds to the extension number assigned to your endpoint You can however have an unassociated mailbox that does not correspond to an extension Unassociated mailboxes are typically used for agents or other personnel who don t have a permanent office pr z z 0 lt o Cc x 5 lt With your mailbox you can use personal or system greetings to let callers know if you are out of town on a call etc If a caller rea
125. u do not have to select an outside line first CAUTION If you are using an IP or SIP endpoint consult your system administrator and your local Inter Tel servicing company for important information about dialing emergency services before you begin using it Inter Tel Inc January 2005 printed in US Part no 835 2449 4 PLACING A CONFERENCE CALL 1 While on the first call press CNF The call is now on hold 2 Place an intercom or outside call then press the flashing CNF sl button to place the call on hold If necessary repeat this step to place a third call on hold 3 Press the flashing CNF Sf button to join all of the calls together in the con ference NOTE Conference calls are limited to three parties on SIP endpoints FORWARDING CALLS 1 Press FWD T Six line display model users must then select a menu button 2 Do one of the following To forward to an outside telephone number Select an outside line and dial a telephone number To forward to an extension number Dial the extension number To forward to your voice mailbox Dial the voice mail extension To cancel call forwarding 1 Press FWD RW 2 Ifyou have a six line display endpoint press the FWD OFF menu button If you have a non display or two line display endpoint press P SPKR or lift and replace the handset RESPONDING TO A WAITING CALL If you hear a call w
126. uickly and easily NOTE Ask your system administrator for a list of extensions Placing Intercom Calls To place an intercom call 2 m z i9 s gt A m Is 1 With or without the handset lifted dial an extension number 2 If your call goes through handsfree to an endpoints speaker speak after you hear a double tone If you hear continuous ringing wait for the call to be answered The telephone system allows you to place a non handsfree call that will override handsfree mode on the extension you are calling If you use the Ring Intercom Always feature to always send non handsfree calls the called party must pick up the handset to answer the call To place a non handsfree call that will ring at the other endpoint until answered Press EB before dialing the extension number To program your endpoint to always send non handsfree calls using the Ring Intercom Always feature With the handset in the cradle dial KM The current status is shown Inter Tel Model 8520 User Guide 19 e W 04 lt x Ee 7 o W o If there is no answer or if the endpoint is busy when you place an intercom call you can do any of the following e To leave a station message Press Msc j and then hang up e To leave a voice mail message Press Msc and wait for the message center to answer See page 33 for more message options NOTE This option is only ava
127. unt group is not programmed to use Agent IDs it will have a pre programmed list of endpoints and will send calls to the endpoints where agents are logged in 72 Inter Tel Model 8520 User Guide Logging In and Out of ACD Hunt Groups Agents can log in to and out of the ACD hunt group at any time While logged in the agent receives calls through the ACD hunt group When the agent is logged out calls to that ACD hunt group bypass the agent To log in to all of your ACD hunt groups at once using the ACD Agent Login Logout feature code With or without the handset lifted dial EB EJ and enter your Agent ID if neces sary The display shows AGENT LOGGED IN TO ALL ACDS and you hear a con firmation tone NOTE This feature code acts as a toggle If you were already logged in the display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone To log in to one or more hunt groups using the ACD Agent Login feature code 1 With or without the handset lifted dial EN TG The display shows AGENT LOGIN ACD NUMBER 2 EITHER Enter the desired ACD hunt group number OR Press EJ to log in to all of your ACD hunt groups at once The display shows AGENT LOGIN AGENT ID NOTE If you entered an invalid hunt group number the display shows NOT AN ACD HUNT GROUP and you hear repeating tones S zZ O z 3 Do one of the following To log into one or more ACD hunt groups using Agent IDs Enter your Agent
128. up when you are ready to com plete the transfer 24 Inter Tel Model 8520 User Guide TRANSFERRING CALLS Although transferring calls is considered a basic function of an endpoint your Model 8520 has many advanced options for this feature With your endpoint you can trans fer a call to another extension voice mail or even an outside line To Another Extension 1 EITHER Press TRANSFER OR Press Oo and dial Ell ES NGI to place the call on hold at the other endpoint 2 Dial the desired extension number 3 Wait for an answer announce the call and then hang up If the number is busy there is no answer or the transfer is refused press the flashing button to return to the caller NOTE If you are receiving a transferred call and the Transfer To Connect option is enabled for your endpoint you are automatically connected to the transferred caller once the transferring party hangs up If this option is disabled you must press a CALL J button to answer the transferred call To Voice Mail 1 Press TRANSFER 2 Dial the voice mail extension number 3 EITHER Dial the desired mailbox number and hang up OR Hang up to send the call to the voice mail menu so that the caller can select the mailbox number To an Outside Number 1 Press TRANSFER 2 Select an outgoing line and dial the desired telephone number 3 Wait for an answer announce the call and the
129. uring a call Press co and dial EB EM You hear a confirmation tone the other party does not hear this tone NOTE If you are using the handset the E button lamp will remain unlit even though the speaker is on This allows you to place the call into handsfree mode at any time dur ing the call by pressing If and hanging up If you are using a headset however the P button lamp is lit Pressing Ed will disconnect the call Inter Tel Model 8520 User Guide 31 Enhanced Speakerphone Mode The Enhanced Speakerphone Mode improves transmission quality while on a speak erphone call over a limited volume level range typically the range is 1 to 3 NOTE To use this feature the system administrator or installer must program your endpoint for Enhanced Speakerphone Mode To enable enhanced speakerphone mode while on a call EITHER Press Oo and then nf OR Press co and dial EE KU The speakerphone will return to standard mode when you end the call There will be about one second of white noise while the speakerphone circuitry is cal Ibrated to the call Both parties should avoid speaking during this white noise If the speakerphone cannot be calibrated correctly displays show CANNOT ENABLE ENHANCED MODE e W 04 lt x 7 o W o NOTE Two display endpoints cannot be in enhanced mode while on a call together one endpoint must be off hook to allow the other endpoint to enter enhanced speake
130. xes When ASR is enabled for your mailbox you can issue spoken commands to navi gate the voice mail menus ASR also allows subscribers and non subscribers to navigate automated attendant menus call routing applications and search the directories ASR can be enabled for standard voice mailboxes and advanced mail boxes see page 7 For more information about ASR see page 10 e E Mail Reader E Mail Reader allows you to access voice e mail and fax mes sages from your mailbox For e mail messages E mail Reader uses Text to Speech TTS capabilities included with EM to convert the text in an e mail mes sage to a wav file For fax messages E Mail Reader announces the fax enve lope If E Mail Reader has been enabled for your mailbox your voice mail e mail and fax messages are unified in one convenient location For more informa tion and instructions about how to use E Mail Reader features see the Using E Mail Reader section starting on page 75 Consult your voice mail administrator to see if ASR and or E Mail Reader is enabled for your mailbox NOTE EM also includes Unified Messaging inbound and outbound faxing capabilities For information and instructions about Unified Messaging features see Issue 2 3 of the Unified Messaging User Guide part number 550 8121 Inter Tel Model 8520 User Guide 9 pr z 2 z 0 lt e Cc x 5 lt Automatic Speech Recognition ASR Automatic Speech Recognition ASR

Inter-Tel IP Phone 8520 User's Manual

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