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ESI IP Series User Manual

Ip feature phone
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User's Guide
0450-0189
Rev. C
Extensive user help is always available
at www.esiusers.com.

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Summary of Contents for ESI IP Series

  • Page 1 User’s Guide 0450-0189 Rev. C Extensive user help is always available at www.esiusers.com.
  • Page 2 About ESI ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas, in the internationally known “Telecom Corridor.” Founded in 1987, ESI designs and builds innovative telecommunications products for businesses like yours. Because of their powerful combination of value and features, ESI products are consistently recognized by industry publications and leaders.

  • Page 3: Table Of Contents

    Call forwarding ..................................A.8 Call waiting....................................A.8 Park/hold operation................................A.10 System-wide hold................................A.11 Paging ....................................A.12 Call pickup...................................A.12 Special keys ..................................A.13 Esi-Dex....................................A.14 Message monitor mode (live call screening) ........................A.16 Personal greeting reminder..............................A.16 Headset operation ................................A.17 Outside dial tone preference...............................A.17 Line keys....................................A.17 Optional features ................................A.18 Voice mail operation: an introduction..........................A.21 Leaving messages .
  • Page 4 Urgent messages...................................B.9 9 Message Recycle Bin (un-delete)............................B.9 ACD agent operation ......................C.1 Programming the agent log-on/off key ..........................C.1 Wrap mode....................................C.1 LED indicator..................................C.2 Display indications................................C.2 While logged on: no DND, monitor mode or call forward......................C.3 Call waiting ....................................C.3 ACD administrator key................................C.3 Guest mailboxes ........................D.1 Personal greetings.................................D.1 Retrieving guest mailbox messages from an IP Feature Phone....................D.2 Programming your guest mailbox from an IP Feature Phone ....................D.5...

  • Page 5: Ip Feature Phone Operation

    IP Series IP Feature Phone operation IP Feature Phone operation Your IP Feature Phone is Liquid crystal equipped with a speakerphone display (LCD) for hands-free conversation, an LCD display for call handling status, and both fixed and programmable feature keys for Programmable simplified operation.

  • Page 6: Caller Id

    The fixed-feature keys on the phone are permanently labeled as to their usage. The PROG/HELP and MUTE/DND keys have two purposes each; however the IP Series phone system will govern this by permitting only the appropriate function when either is pressed, depending on the circumstances at that moment.

  • Page 7: Dial Tone

    IP Series IP Feature Phone operation Help during a call Press PROG/HELP while on a call and this will place the call on hold, whereupon you can use Help mode to hear a description of the function you wish to perform. When you exit Help mode, you will be reconnected to the call.

  • Page 8: Volume/Scroll Keys

    • Adjusting the volume heard through the handset and speaker — Your phone will maintain the chosen volume setting until you change it. • Serving as scroll keys for operations, such as Esi-Dex or programming, that may show several entries on the display.

  • Page 9: Direct Station Select

    IP Series IP Feature Phone operation Internal calls To answer (single-ring cadence): In hands-free mode, answer directly through the speakerphone or pick up the handset. Or, to answer a ringing call, lift the handset or press SPEAKER. To place: Lift the handset and dial the extension number or press a station key (see “Direct station select,”...

  • Page 10: Transferring An Outside Call

    IP Feature Phone operation IP Series Transferring an outside call ..to another station Blind transfer 1. While connected to an outside call, press a station key (or press TRANSFER and then dial the extension number).

  • Page 11: Conference Calling

    IP Series IP Feature Phone operation Supervised transfer — announcing the caller to the called party 1. While connected to an outside call, press TRANSFER and then the line access code (9, 8, or 71–76, and then dial the telephone number to which you want to transfer.

  • Page 12: Call Forwarding

    IP Feature Phone operation IP Series Any member of the conference can drop out by simply hanging up. However, when the station that created the conference hangs up, all parties in the conference are disconnected. Individual stations or lines connected to the conference can be dropped from the conference by pressing their station or line key (lit green).
  • Page 13 IP Series IP Feature Phone operation Call waiting display Be sure to check the display when you’re using call waiting. Initially, the top line shows the name or number of your original call (depending on how the call was created) and the call duration. The bottom line shows the name or number of the call waiting along with the duration of that call.

  • Page 14: Park/Hold Operation

    • Park allows anyone on the IP Series system to retrieve the call. The system stores parked calls in several park zones you’ll identify numerically — e.g., “Park One,” “Park Four,” etc.

  • Page 15: System-Wide Hold

    IP Series IP Feature Phone operation Hold To place a call on hold Press HOLD to place an outside call on hold exclusively for the station you’re using. The HOLD LED will blink green. If your phone has line keys programmed, the corresponding line key will also blink green (it will show as busy at all other stations).

  • Page 16: Paging

    Phone speakers. Overhead paging Station number 199 is designated as the OH paging port. If the IP Series system has been connected to an overhead paging system, you can page by dialing 1 9 9 and making your announcement after the tones.

  • Page 17: Special Keys

    IP Series IP Feature Phone operation Special keys FLASH The FLASH key serves several purposes: • Getting a fresh dial tone without replacing the handset — When connected to an outside line, press FLASH to automatically disconnect and receive fresh outside dial tone. (See also “RELEASE key,”...

  • Page 18: Esi-Dex

    IP Feature Phone operation IP Series Esi-Dex Esi-Dex (“easy Dex”) is a powerful feature that allows you to access and auto-dial stored names and numbers. You may access names and numbers from three different sources: Source Personal Dex Names that you have stored for your use (see “Adding names to your Personal Dex,”...
  • Page 19 Let’s say you’re on a call with the XYZ Company — XYZ COMPANY appears on your display — and you wish to save the name and number for future use. Just press ESI-DEX. Your display will confirm that the information has been stored. Now, to call the SK Company in the future: 1.

  • Page 20: Message Monitor Mode (Live Call Screening)

    System speed-dialing with Esi-Dex If your administrator has programmed system speed-dial numbers, you can access one of these numbers either via Esi-Dex, as explained in the foregoing discussion, or auto-dial it by dialing its corresponding three-digit access number (in the range 600–699).

  • Page 21: Headset Operation

    IP Series IP Feature Phone operation Headset operation You can use your phone with a headset connected to the handset jack. You must have a headset key programmed as one of your programmable feature keys (see “Other feature keys,” page A.33) to be used to connect or disconnect from a call.

  • Page 22: Optional Features

    IP Feature Phone operation IP Series Optional features The following optional features may be accessible from your station. See the administrator for details. In many of the cases you can dial the appropriate feature code (one that starts with 5), to activate or use the feature.
  • Page 23 When the key is flashing, press it to see the stored Caller ID record for the most recent missed call. Use the scroll keys ( ) to view records for other missed calls; the IP Series system will store Caller ID records for up to 10 missed calls.
  • Page 24 IP Feature Phone operation IP Series Virtual answer keys (Codes 575, 576) Note: This works only if call waiting is enabled for your station. Consult your administrator if needed. You can program a virtual answer key to play a greeting to a caller when your extension is busy and route the caller to a desired destination by pressing this key.

  • Page 25: Voice Mail Operation: An Introduction

    To skip directly to the record tone (or “beep”) To mark this message as urgent (see “Urgent messages,” page A.29) To the main greeting (if your system is using the IP Series auto attendant) An extension number of another user You can change any personal greeting as often as necessary, by just recording over a previously recorded personal greeting.

  • Page 26: Leaving Messages

    IP Feature Phone operation IP Series Leaving messages . . . If you call another station that is DND, busy or does not answer — or if you call a special mailbox (such as a guest or group mailbox) — you will be transferred to the mailbox. You can skip the mailbox’s personal greeting by pressing 1;...

  • Page 27: Autopage

    IP Series IP Feature Phone operation AutoPage This feature lets you have outside callers internally page you after they’ve been forwarded to your voice mailbox and are listening to your personal greeting (see “Voice mail operation: an introduction,” pages A.21–A.21). You must have personal greeting 3 selected and it must tell callers to press 3 for this feature.

  • Page 28: Live Recording

    IP Feature Phone operation IP Series Live recording RECORD To begin recording both sides of the conversation during a call, press RECORD. Recording will continue until either you press RECORD again, the call is completed or the maximum record limit reached (default is 10 minutes).

  • Page 29: Exiting Voice Mail Message Playback

    XYZ COMPANY 2:13 12:33 10/12 4. At the end of each message, the IP Series system prompts you for instructions (see the chart, “Keys’ functions during voice mail message retrieval,” next page). Once you’ve learned these prompts, you can proceed more rapidly by pressing one of the appropriate keys any time during a message or during a prompt.

  • Page 30: Keys' Functions During Voice Mail Message Retrieval From An Ip Feature Phone

    IP Feature Phone operation IP Series Keys’ functions during voice mail message retrieval from an IP Feature Phone Function name Description Pause Pauses for one minute or until you press 1 again. Time and date/ Toggles the bottom line of the display between the number toggle message’s time/date and the caller’s number.

  • Page 31: Retrieving Voice Mail Messages Using Another User's Ip Feature Phone

    2. If required, enter your password. 3. The IP Series system will announce the number of new and old messages, and will start playback of messages starting with the oldest new message and continue until all messages and recordings have played or you press * to disconnect.

  • Page 32: Off-Premises Message Delivery

    IP Series Off-premises message delivery The IP Series system can be programmed to deliver messages to an off-premises phone and/or to page you when your voice mailbox receives a message. You can set the phone number (cell phone, home number, another extension, etc.), a delay time (the period that the system is to wait before attempting to deliver the message), and the pager number.

  • Page 33: Message Recycle Bin (Un-Delete)

    Message Recycle Bin (un-delete) The IP Series system stores your most recently deleted 10 messages in a Message Recycle Bin to allow you to recover, or "un-delete,” messages that may have been deleted in error. You access the Message Recycle Bin through user programming (PROG/HELP 9). Press 9 to advance through deleted messages.

  • Page 34: User Programming: An Introduction

    IP Feature Phone operation IP Series User programming: an introduction All user-controlled features can be programmed from your station by following the voice-prompted menus to: • Set or record personal greetings (see “Select personal greeting,” page A.32 ) • Set or change the programmable feature keys (see "Programmable feature keys,” page A.32) •...

  • Page 35: User Programming Menu Overview

    IP Series IP Feature Phone operation User programming menu overview Select personal greeting Record Delete Hear Programmable feature keys (Station keys, line keys, speed-dial keys, other feature keys) Station options Call waiting/background announce Personal greeting reminder Headset operation Outside dial tone preference...

  • Page 36: Select Personal Greeting

    As above, when you have pressed the desired programmable feature key: Use Esi-Dex to select a name/number to insert by using the Esi-Dex key (page A.14). You may use an entry from any of the three lists: Personal, Station, or System.
  • Page 37 IP Series IP Feature Phone operation • Speed-dial keys — In addition to programming a programmable feature key with a system speed-dial number, you can create personal speed-dial keys for automatic dialing of frequently called outside numbers. If you program 9 (or 8 or 71–76) plus a phone number, the programmable feature key becomes a speed-dial key.

  • Page 38: Station Options

    IP Feature Phone operation IP Series 3 Station options The station options sub-menu (PROG/HELP 3) lets you activate or deactivate several features your station can provide. At each option sub-menu, 1 enables the option and 0 disables it. (Each option listed below is explained elsewhere in this manual, as noted.)

  • Page 39: Password

    IP Series IP Feature Phone operation 5 Password 1 Enter new password Your password may consist of 2–8 digits followed by # (0 cannot be the first digit). Entering only 0 as the password will turn off the password requirement.

  • Page 40: Message Recycle Bin (Un-Delete)

    IP Feature Phone operation IP Series 3 Pager notification 1 Enter pager number Enter the pager number (24 digits, maximum) followed by #. Do not include a CO line access code (i.e., don’t add 9, 8 or 71–76) before the number. To insert a “*”to be dialed, press REDIAL.

  • Page 41: Analog Stations

    IP Series Analog stations Analog stations If your station has been installed as an analog station, it will be able to use only a standard-type telephone. Because the phone isn’t digitally integrated to the phone system (like the IP Feature Phones), its operation and capabilities will be different.

  • Page 42: Call Park

    Lift the handset, dial 5 6 5 and dial the extension number (or # and the mailbox number) to which the system should forward all calls. Note: If the forwarded-to station is busy or does not answer a forwarded call, the IP Series system will return the call to your mailbox.

  • Page 43: Voice Mail Operation From An Analog Station

    For example: “John, you have a call on Park 1. John, pick up Park 1, please.” Voice mail operation from an analog station The IP Series system will provide accurate and timely messages. Others will become more comfortable leaving you voice messages if you pick-up and respond to your messages promptly.

  • Page 44: Message Waiting Indication

    VOICEMAIL, * , and inputting your extension number. 2. If required, input your password. the IP Series system will announce the number of new and old messages and will start playback of messages with the oldest new message and continue until all messages and recordings have played.
  • Page 45 IP Series Analog stations Functions available during analog station voice mail message retrieval Function Description Pause Pauses for one minute or until 1 is pressed again. Hear time/date Pauses the message, plays the time/date of when the message was left and resumes.

  • Page 46: Analog Station Programming

    Analog stations IP Series Retrieving messages from another user’s IP Feature Phone Press VOICEMAIL, * , and dial your extension number. Follow the procedures described previously (see page B.4). ™ Virtual Mailbox Key If you frequently pick up your messages from another user’s IP Feature Phone (or allow that person to pick up your messages), you may program a programmable feature key on that phone as a Virtual Mailbox Key for your mailbox.

  • Page 47: Password

    Password always required. Off-premises message delivery The IP Series system can be programmed to deliver messages to an off-premises phone and/or to page you when your voice mailbox receives a message. You can set the phone number (cell phone, home number, another extension, etc.) and a pager number. You can further set the system to deliver only messages marked as urgent (see “Urgent messages,”...

  • Page 48: Off-Premises Message Delivery

    Analog stations IP Series Phone delivery Whenever it receives a new/urgent message into your mailbox, the system will call the number that you have programmed and play the prompt “You have messages; please enter your password.” The prompt will repeat three times before assuming that no one has answered and disconnecting.

  • Page 49: Urgent Messages

    IP Series Analog stations 3 Pager notification 1 Enter pager number Enter the pager number followed by # (24 digits maximum ). Do not include a CO line access code (i.e., 9, 8 or 71–76) before the number. 2 Delete pager number Deletes the currently programmed pager number.
  • Page 50 Analog stations IP Series (This page included for pagination purposes only.) B.10...

  • Page 51: Acd Agent Operation

    Calls go to the logged-on agents who has been idle for the longest time. If all logged- on agents are busy, the IP Series system places the calls in a holding queue and automatically connects the longest-holding call when an agent becomes available. While holding, callers hear periodic prompts to continue to hold.

  • Page 52: Led Indicator

    Special feature: ACD IP Series Programming the wrap key Use the phone’s Help Mode (PROG/HELP) to verify the location of the wrap key (it has been assigned to the third row, left hand programmable feature key). To program a new key location (or if one has not been previously programmed): 1.

  • Page 53: While Logged On: No Dnd, Monitor Mode Or Call Forward

    IP Series Special feature: ACD While logged on: no DND, monitor mode or call forward While you are logged on as an agent, the system will deny your station the ability to place your phone in DND or monitor mode or to call-forward calls.
  • Page 54 Special feature: ACD IP Series (This page included for pagination purposes only.)

  • Page 55: Guest Mailboxes

    IP Series Special feature: Guest mailboxes Guest mailboxes Important: You are being assigned a special feature not explained in the regular station user guide or tutorial. Be sure to get your guest mailbox number from the administrator. Guest mailboxes (300–489) are perfect for personnel such as outside sales or manufacturing personnel who do not have an internal extension assigned to them but still need a mailbox.

  • Page 56: Retrieving Guest Mailbox Messages From An Ip Feature Phone

    XYZ COMPANY 2:13 12:33 10/12 4. At the end of each message, the IP Series system prompts you for instructions (see the chart, “Keys’ functions during voice mail message retrieval,” next page). Once you’ve learned these prompts, you can proceed more rapidly by pressing one of the appropriate keys any time during a message or during a prompt.
  • Page 57 IP Series Special feature: Guest mailboxes Keys’ functions during voice mail message retrieval Function name Description Time and date/ Toggles the bottom line of the display between the number toggle message’s time/date and the caller’s number. Reply Replies to the originator of a message (possible only if message came from another user in the system).
  • Page 58 2. If required, enter your password. 3. The IP Series system will announce the number of new and old messages, and will start playback of messages starting with the oldest new message and continue until all messages and recordings have played or you press * to disconnect.

  • Page 59: Programming Your Guest Mailbox From An Ip Feature Phone

    To skip directly to the record tone (or “beep”) To mark this message as urgent (see “Urgent messages,” page A.29) To the main greeting (if your system is using the IP Series auto attendant) An extension number of another user You can change any personal greeting as often as necessary, by just recording over a previously recorded personal greeting.

  • Page 60: Password

    Special feature: Guest mailboxes IP Series Select the desired greeting number — 1, 2, or 3. The current greeting will be played followed by prompts to re-record, delete, hear again, or select as the current greeting by pressing #. 1 Record personal greeting Begin recording at the tone, press 1 to stop.

  • Page 61: Off-Premises Message Delivery

    Special feature: Guest mailboxes Off-premises message delivery The IP Series system can be programmed to deliver messages to an off-premises phone and/or to page you when your voice mailbox receives a message. You can set the phone number (cell phone, home number, another extension, etc.), the pager number and a delay time (the period that the...
  • Page 62 Special feature: Guest mailboxes IP Series Message notification to an external pager You can program pager notification to operate either as the sole notification method or in conjunction with phone delivery. You can have the system call and activate your external pager whenever the first new/urgent message is left in your mailbox and repeat the page (at the interval programmed by the administrator) until all new messages have been retrieved.

  • Page 63: Urgent Messages

    9 Message Recycle Bin (un-delete) The IP Series system stores your most recently deleted 10 messages in a Message Recycle Bin to allow you to recover, or "un-delete,” messages that may have been deleted in error.
  • Page 64 Special feature: Guest mailboxes IP Series (This page included for pagination purposes only.) D.10...

  • Page 65: Group/Broadcast Mailboxes

    Setting “0” as the password eliminates the password requirement. Introduction to the broadcast mailbox So that you may easily contact all users on the system, the IP Series system’s Group Mailbox 500 automatically consists of all station users who have personal greetings recorded.

  • Page 66: Leaving A Group Message

    Special feature: Group/broadcast mailboxes IP Series Leaving a group message Call the mailbox number and enter the appropriate password (if required). Deleting a group message from the group mailbox Enter group mailbox programming by pressing VOICEMAIL, *, and the group mailbox number. You will hear any previously recorded group messages not yet deleted by all members of the group.

  • Page 67: Cascade Paging Mailboxes

    If a cascade paging mailbox receives a new message, the IP Series system will page the first number for a set number of times. If it receives no response, the IP Series system then pages a second number for a set number of times. If, again, there is no response, the IP Series system pages the third paging number;...

  • Page 68: Message Recycle Bin (Un-Delete)

    “Programmable feature keys,” page A.32). Message Recycle Bin (un-delete) The IP Series system stores your most recently deleted 10 messages in a Message Recycle Bin to allow you to recover, or "un-delete,” messages that may have been deleted in error.

  • Page 69: Q & A Mailboxes

    IP Series Special feature: Q & A mailboxes Q & A mailboxes Important: You are being assigned a special feature not covered in the regular station user guide or tutorial. Be sure to get your Q & A mailbox number from the system administrator.

  • Page 70: Retrieving Messages From An Ip Feature Phone

    Special feature: Q & A mailboxes IP Series 1 Select question Select the desired question number, 1–10. the IP Series system will play the question and give you the option to perform one of the following: 1 Record question Begin recording at the tone; press 1 to stop. The new question automatically replaces the old one with that question number.

  • Page 71: Live Outside Calls Operator Station

    IP Series Live outside calls • Operator station Live outside calls Operator station Live outside calls If your station has been designated to receive live outside calls — i.e., those that have neither come through the auto attendant nor been transferred — your IP Feature Phone will: (a.) Display that you are receiving an outside call...
  • Page 72 Live outside calls • Operator station IP Series (This page included for pagination purposes only.)

  • Page 73: 64-Key Expansion Console

    IP Series 64-Key Expansion Console 64-Key Expansion Console The 64-Key Expansion Console adds 64 more programmable feature keys to your station (for a station total of 80). You program and operate the Console exactly the same as you do the 16 programmable feature keys on your IP Feature Phone.
  • Page 74 64-Key Expansion Console IP Series (This page included for pagination purposes only.)

  • Page 75: Index

    Recall, A.11, A.12 Day/night mode, A.18 System-wide hold, A.11 Dial tone, A.3 Password, A.35 Preference, A.17 Personal Dex. See Esi-Dex Direct station select, A.5 Personal greeting, A.16 DND, A.4 Reminder, A.16 DSS. See Direct station select Samples, A.21, D.1, D.5 Esi-Dex, A.14...
  • Page 76 Quick Groups, A.22, E.1 Ring volume, A.34 Quick Move, A.24 Supervised transfer, A.6, A.7 Quick page, A.20 System speed-dialing with Esi-Dex. See Esi-Dex RECORD key, A.24 Transferring an outside call, A.6 REDIAL key, A.13 Un-delete. See Message Recycle Bin RELEASE KEY, A.13 Urgent messages, A.29, B.9, D.9...

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