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EZ ADVANTAGE EZ ANSWER User Manual

1 port/2 port auto attendant
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Summary of Contents for EZ ADVANTAGE EZ ANSWER

  • Page 2 EZ Answer USER MANUAL EZ Answer EZ Director 2 PORT AUTO ATTENDANT EZ ADVANTAGE CORP., 221, Broad Street MILFORD, CT-06460 U.S.A.
  • Page 3 EZ Answer EZ ANSWER User Manual Fourth Edition September 2004 Version Copyright 2004 EZ ADVANTAGE CORP. All Rights Reserved EZ ADVANTAGE CORP., 221, Broad Street MILFORD, CT-06460 U.S.A.

  • Page 4: Table Of Contents

    EZ Answer Table of Contents General Features .......... Installation ..........Connection Diagram ........Functional Check .......... Operating Basics ........... Programming the Unit ........General Programming Rules ......List of available programs ......EZ Director ........... Trouble-shooting Guide ........ANNEXURE - A ..........

  • Page 5: General Features

    EZ Answer General Features The EZ ANSWER is a 1 Port / 2 Port Auto Attendant with 40 seconds of default messages on each port and 200 seconds of voice recording space available to the user. The EZ DIRECTOR has 46 seconds of default messages, 50 seconds of main greeting and an additional recording space of 380 seconds for voice menus.

  • Page 6: Installation

    EZ Answer The EZ ANSWER may be wall mounted or kept on the tabletop. The unit has wall-mounting eyelets on the bottom of the unit, centered on 3.0 inch spacing. The EZ ANSWER has a Volume Level adjust control on the rear panel of the unit, for adjusting the output level of the voice message played back to the caller.
  • Page 7 EZ Answer Select a suitable location for the EZ ANSWER to be placed - it may be wall mounted or kept on the tabletop. A suitable location should have one or two phone extension sockets and a power socket close by, should be easily accessible for any service or maintenance work.

  • Page 9: Functional Check

    The unit should pick up the call after the second ring and start playing the main greeting. If the EZ ANSWER does not pick up the call by the second ring - observe whether the Power lamp on the unit is steady or flashing.

  • Page 10: Operating Basics

    Operating Basics The EZ ANSWER is a 1 port / 2 port Auto Attendant with several built in facilities. To make the best use of these features, it is necessary to understand the working of the unit as well as some features of your PBX and the site where it is being installed.
  • Page 11 5 seconds before transferring call to the operator. A call routed normally by the PBX to the EZ ANSWER will have a higher priority over the Overflow Pickup call. And hence, if a...

  • Page 12: Programming The Unit

    To enter the Programming Mode: Call in to the EZ ANSWER by dialing the extension to which it is connected. The unit will pick up the call and start playing the main greeting. At any time while the main greeting is being played, or during the 5 second silence after the main greeting is over, press the `star' key (*) to enter the Programming mode.

  • Page 13: General Programming Rules

    EZ Answer As soon as * is pressed, the main greeting will stop playing. Now, enter the 5 digit password followed by the `pound' (#) key. The default password is 12345. If the password is valid, the unit will prompt you with the message Enter Program Number.
  • Page 14 EZ Answer of digits to be entered. Where a variable length entry is permitted, if less than the maximum number of digits permitted for that program are entered, the # key is used to terminate the entry sequence. For the fixed length entry programs, the unit will start processing the entered digits as soon as all the digits are entered.

  • Page 15: List Of Available Programs

    EZ Answer List of available programs Program Default Program description value 101 / 141 Change the existing password 12345 102 / 142 Set the hook flash timing 103 / 143 Transfer type selection 104 / 144 Record main greeting 105 / 145...
  • Page 16 EZ Answer Program # 101: To program a new 5 digit password - Enter 101 nnnnn. `nnnnn' is the new password that you want to set. The password may include * but not # as a digit. Length of entry = fixed 5 digits...
  • Page 17 You will hear: “ One Four Two (0.6 sec silence) One Three” Program # 103: To select the TRANSFER TYPE EZ ANSWER Supports 3 types of transferring an incoming call. Type 0 - Semi supervised Type 1 - Fully supervised...
  • Page 18 You will hear: “ One Four Three (0.6 sec silence) Zero” Program # 104: To record the main greeting - EZ ANSWER has a default main greeting already recorded in it. To record your message over this default greeting, do as follows: Enter 104 - You will hear a long tone.
  • Page 19 EZ Answer If a digit is input while the main greeting is playing, the unit will terminate the greeting playback and accept the dialed digit as the first digit of the next program number. Program # 105: Operator extensions - The user may program up to 3 extensions as “Operator extensions”.
  • Page 20 EZ Answer If 16 digits are entered and then the # key is pressed, the unit will check for validity of the 16 digits and then store them if valid. But the # key will be processed as the first digit of the next program number - which will make the unit exit the programming mode.
  • Page 21 EZ Answer The # key must be used to terminate the entry, only if the total number of digits entered is less than 9. If a * is entered, the unit will prompt “This entry is invalid” and will ignore the entire string of digits that were entered.
  • Page 22 EZ Answer end of the list of extensions already in memory. The unit inserts a * between two extensions while storing in memory. Length of entry = Total of 240 digits Press # to terminate the programming The unit will insert a * between two extensions while storing in memory.
  • Page 23 EZ Answer Star Four Five Six Star ..” The # at the end is not prompted as it is an indicator of the end of the string. Note: An entry in the list of valid extensions will override the Invalid leading digit entries. For example, if 5 is an...
  • Page 24 EZ Answer Single digit-dialing plan: The user has the option of allowing access to a group of extensions by a dialing a single digit. For example, the main greeting may be “... dial 1 for Sales, 2 for Accounts and 3 for Reservations”.
  • Page 25 At least 1 digit must be programmed. For example, the entry 110 1 # is a valid entry. When a call is routed to the EZ ANSWER, it will go off hook and start playing the main greeting normally. However, if the...
  • Page 26 EZ Answer incoming call is a fax call, as soon as the Fax tone is detected, it stops playing the main greeting and transfers to the Fax extension. This feature allows the caller to listen to the main greeting (to confirm that he has called the correct number) and then press the START button on his fax machine.
  • Page 27 EZ Answer To listen to the currently programmed value for the Operator extensions - You will hear: “ One Five Zero ” The # at the end is not prompted. Program # 201: Conflict Timer: If the single digit dialing plan has been enabled...
  • Page 28 EZ Answer Number of rings to pick up: When the PBX routes an incoming call to the unit, it may be programmed to answer the call on either the first ring or anywhere up to the ninth ring. Enter 202 n where n = 1 to 9 rings If 0 or * is entered, the unit will prompt the message “This...
  • Page 29 EZ Answer invalid”. Default value = 5 Length of entry = fixed 1 digit If this value is too small, the caller may miss a few syllables or a word of the main greeting. Program # 243: To listen to the currently programmed value for the Message delay - You will hear: “...
  • Page 30 EZ Answer Delay period after Hook Flash - This value determines the delay period after hook flashing and before dialing the digits for transferring a call. Enter 205 n where n = 0 to 9 n x 0.5 sec gives the total delay period.
  • Page 31 EZ Answer returned, the appropriate message is played back to the calling party. The ring signal has a very specific cadence and any response not matching the ringing sequence of 1 second ring - 3 second silence will be taken as answered and the caller will be connected to that extension.
  • Page 32 EZ Answer prompt. If that extension is already present in the list of invalid extensions in memory, the unit will prompt with 5 short beeps to indicate a duplicate entry and wait for the next extension to be entered. All the valid and non-duplicate entries will be appended to the end of the list of extensions already in memory.
  • Page 33 EZ Answer The # at the end is not prompted. Note: An entry in the list of valid extensions will override the entries in the list of Invalid extensions. For example, if 534 is entered in the list of valid extensions and the list of Invalid extensions, it will be treated as a valid extension.
  • Page 34 The value 209 # will disable the Overflow pick up feature. Length of entry = variable. Maximum total 5 digits A call routed normally by the PBX to the EZ ANSWER will have a higher priority over the Overflow Pickup call. And hence, if a...
  • Page 35 EZ Answer call, Port 2 will pick up the call after a total of 6 relay closures. Program # 249: To listen to the currently programmed value for the Overflow Relay pickup code - You will hear: “ Two Four Nine (0.6 sec silence) Five Star Six Seven“...
  • Page 36 EZ Answer You will hear: “ Two Five Zero (0.6 sec silence)” The # at the end is not prompted. Program # 211: Operation Mode (only for 2 port units) Default value: 211 0 0 = Common mode of operation...
  • Page 37 EZ Answer restarting, they will work as independent ports. However, to change from `individual mode' to `common mode', you have to call into each port separately and program the `common mode' value of `0' in both ports. The `common mode' of operation will come into effect only when both ports have been programmed accordingly.

  • Page 38: Ez Director

    EZ Answer Program # 999: Store all default values in the non-volatile memory. This program will take about 3 seconds to execute - any digits entered during this period will be ignored. Hence, wait until the “Enter Program number” prompt is heard, before pressing any more digits.
  • Page 39 Listen to sub-menu messages no. 1 to 16 Sample Audiotex main menu Main greeting: “Thank you for calling EZ Advantage the hotel phone superstore. If you know the extension of the party you wish to reach, please dial it at any time during this greeting. For...
  • Page 40 109 6 911 The single digit dialing plans for the digits 1, 2 and 3 are same as in the case of the standard EZ Answer Auto Attendant. However, when a caller presses 4, the voice menu message no. 1 is played (the entry 901 indicates that 9xx is a voice prompt and 01 means the first message will be played.
  • Page 41 Standard models have storage for 3000 calls and may be upgraded to 15000 calls. 404 - EZ Answer Auto Attendants are available in 1 port and 2 port versions with 4 minutes of voice storage available for each port. They are fully remote programmable and even the Main greeting may be recorded from a remote location.
  • Page 42 EZ Answer 406 - For directory of the Sales Department press 1, for Administrative offices press 2 and for Accounts press 3. 407 - For Tom dial 209, for Joe dial 206, for Harry dial 205 and for Bob dial 208.
  • Page 43 EZ Answer A Level 3 menu cannot have any sub-menus and hence all entries, other than *, #, 0 or 9, are treated as extension transfers. Invalid single digit entries will take the unit back to the previous Level 2 menu. If no digit is dialed for 20 seconds, the unit will play the disconnect greeting and hang up.
  • Page 44 EZ Answer there is no further recording space available, an existing message may be re-recorded till it fills up the same amount of space that it had occupied earlier. There is no provision to delete a message once it is recorded.
  • Page 45 Transfer to Sales Dept. Transfer to Accounts Dept. Main Greeting: Transfer to Tech "Thank you for calling Support Dept. EZ Advantage - the hotel phone super- Program #401 for products- store. If you know the "EZ Advantage manufacture extension of the party...

  • Page 46: Trouble-Shooting Guide

    EZ Answer Trouble-shooting Guide 1. The unit does not answer the call OR it answers after 2 or 3 times the programmed number of rings a) Check the cables and the extension for proper functioning. b) Connect a regular phone instrument in parallel across the unit and check whether the phone rings when a call is made to that extension.
  • Page 47 EZ Answer only remedy is to change the PBXs ring pattern or increase the number-of-rings-to-pickup. 3. The unit answers the call, but the first word of the main greeting is lost. Increase the Off hook-to-message-start delay in program # 203 4.
  • Page 48 9. In the supervised mode of transfer, the unit is not able to recognize the busy and reorder tones from the PBX. The EZ ANSWER is designed to recognize the standard North American Tone plans for Busy, Reorder and ring back. See Annexure A for the specifications of these tone plans.

  • Page 49: Annexure - A

    RING BACK 440/480 Hz, 1 sec ON, 3 sec OFF The EZ ANSWER allows for a 5% variation on either side of the nominal values mentioned above. However, any tone plan not falling within the above, may not be detected properly by the EZ ANSWER and hence, the semi and fully supervised modes of transfer may not function correctly.

  • Page 50: Program Sheet

    EZ Answer PROGRAM SHEET Use this sheet to note down the values programmed for your site. The sheets for programs 107 and 207 are on the next page. 101 : 102 : 103 : 105 : 106 : 109 :...
  • Page 51 EZ Answer 207 : 107 :...

  • Page 52: Warranty Summary

    1 year from date of shipment from the factory. If the product proves defective within the Warranty period, EZ ADVANTAGE CORP. will repair or replace the unit, free of cost. EXCEPT AS PROVIDED IN THIS SUMMARY OR THE APPLICABLE WARRANTY STATEMENT, EZ ADVANTAGE CORP.

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