Inter-Tel Axxess User Manual
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Inter-Tel Axxess User Manual

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Desktop SoftPhone

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Kristin Epley
February 20, 2025

my phone says voicemail unplugged. How do I fix the problem?

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1 comments:
Mr. Anderson
February 20, 2025

The "voicemail unplugged" issue on an Inter-Tel Axxess phone is indicated by Alarm Code 2. To fix this issue:

1. Check Physical Connections – Ensure the voicemail system is properly plugged in and powered on.
2. Restart the Voicemail System – Power cycle the voicemail unit by turning it off and on.
3. Verify System Configuration – Confirm that the voicemail system is correctly connected to the phone system.
4. Contact the System Administrator – If the issue persists, consult the system administrator to check for any configuration errors.
5. Seek Technical Support – If necessary, contact your local authorized Inter-Tel dealer for further troubleshooting.

These steps should help resolve the voicemail unplugged alarm.

This answer is automatically generated

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Summary of Contents for Inter-Tel Axxess

  • Page 1: User Guide

    User Guide Desktop SoftPhone...
  • Page 3 Notice This Axxess Desktop SoftPhone user guide is released by INTER-TEL, INC. as a guide for system users and trainers. It provides information necessary to properly install, program, and use the application. The contents of this guide, which reflect current INTER-TEL standards, are subject to revision or change without notice.

  • Page 5: Table Of Contents

    Initializing Your Mailbox ........33 Axxess Desktop SoftPhone User Guide...
  • Page 6 Enabling Paging ........71 Performing a “Hookflash” During a Call ......72 Axxess Desktop SoftPhone User Guide...
  • Page 7 DEFAULT FEATURE CODES ....... 99 Axxess Desktop SoftPhone User Guide...

  • Page 8: Limited Warranty

    Inter-Tel reserves the right to substitute a new release (“stream”) of software as soon as it is generally made available by Inter-Tel. The above, with regard to a soft- ware design defect, likewise, constitutes the sole obligation of Inter-Tel and exclusive remedy of Dealer hereunder.
  • Page 9 (plus thirty [30] calendar days), whichever occurs first. Inter-Tel shall further have the right to inspect and test the product to determine, in its reasonable discretion, if the alleged malfunction is actually due to defects in material or workmanship.

  • Page 10: Software License Agreement

    (hereinafter “Company” or “Inter-Tel”) that operates by means of the Software. “Authorized Dealer” means an individual or entity currently authorized in writing by agreement and in good standing with Inter-Tel entitling the dealer to sell or license the specific Software covered by this license. “Software” means: the computer programs...
  • Page 11 (b) You may make one (1) copy of the Inter-Tel Software program(s) contained on diskette(s) for back-up purposes only, provided that You reproduce and place the Inter-Tel copyright notice on the backup copy. You may make one (1) copy of the Software program(s) onto one (1) hard drive. You may not copy the Inter-Tel Software program(s) contained on any media other than diskette;...
  • Page 12 Inter-Tel software program(s). The Agreement is also terminated if You fail to comply with any term or condition of this Agreement. You agree to return to Inter-Tel the original diskette(s) and other applicable software media and all copies of the Inter-Tel Software program(s) upon such termination.
  • Page 13 This Agreement shall be governed by the laws of the State of Arizona. No failure or delay on the part of Inter-Tel to enforce its rights hereunder shall operate as a waiver of any right.
  • Page 14 (1) (ii) of the Rights in Technical Data and Computer Software clause at DFARS 252.227-7013 (Oct. 1988) and FAR 52.227-14 and 52.227-19 (June 1987). Contractor is Inter-Tel Integrated Systems, Inc., Chandler, Arizona 85226.

  • Page 15: Getting Started

    Getting Started Thank you for purchasing the Axxess Desktop SoftPhone software package. The Desktop SoftPhone allows you to make phone calls through the Desktop Interface on your computer. NOTE: Because the Axxess telephone system is very flexible and programmable, the procedures for using the features might vary slightly from the descriptions in this guide.

  • Page 16: Software

    Inter-Tel Axxess System version 3.0 or later with Desktop OAI • Axxess Desktop SoftPhone software • Desktop Interface (DTI) Server (included with the Axxess Desktop SoftPhone software) • Java Runtime Environment (JRE) version 1.3.1 (included with the Axxess Desk- top SoftPhone software) Axxess Desktop SoftPhone User Guide...

  • Page 17: Software Installation

    The IP address and port of the connection to the CP Server, if using a TCP/IP connection. • The keyset extension password. 2. Insert the Desktop SoftPhone software CD-ROM into its drive. 3. Run Setup.exe. Follow the instructions on the window. 4. At the Welcome window, click Next to continue. Axxess Desktop SoftPhone User Guide...
  • Page 18 Desktop OAI connection from the PCDPM is for the Exten- sion you have chosen. It is up to the connected application to verify that it is connected to the Desktop OAI connection of the proper extension. Axxess Desktop SoftPhone User Guide...
  • Page 19 The IP Address cannot be 0.0.0.0, 255.255.255.255, or 127.0.0.1. Click NEXT and then enter the TCP port used for listening (default is 4000). 6. When the files have been loaded, choose the shortcuts you wish to use. Click NEXT to continue. Axxess Desktop SoftPhone User Guide...

  • Page 20: Starting The Desktop Softphone

    Starting the Desktop Softphone To start the Desktop Software: 1. Select Start - Programs - DTI Server to start the DTI Server. 2. Select Start - Programs - Axxess Desktop SoftPhone to start the Desktop SoftPhone. NOTE: If the settings were not configured properly, an error message appears. To change the settings, right-click on the Desktop SoftPhone and select TCP/IP Setting.

  • Page 21: About Desktop Softphone

    If so, your trainer or System Administrator can tell you how your system differs and how to use the feature. The Desktop SoftPhone graphical user interface (GUI) looks like an Axxess Execu- tive Display Phone installed directly on the Axxess System. The Desktop SoftPhone is shown on the next page.

  • Page 22: The Desktop Softphone

    KEYS RING AND VOICE VOLUME CONTROL 12-KEY SPECIAL PUSHBUTTON DIALPAD NOTE: This is the default configuration. Your keys may have been programmed differently. If you are uncertain about the configuration, ask your System Adminis- trator. Axxess Desktop SoftPhone User Guide...

  • Page 23: Feature Key Functions

    SPCL press this key before you dial a feature code. NOTE: Because the Axxess telephone system allows customized feature keys, your phone may have been reprogrammed so that the feature keys do not match those described in this guide. Axxess Desktop SoftPhone User Guide...

  • Page 24: Lcd Display Menu Keys

    Conference DEST Destination Directory Do-Not-Disturb Extension Message Recall SPKR Speaker SPKRPHN Speakerphone STN SPD Station Speed Dial SYS SPD System Speed Dial Transfer Trunk Group (a group of outside lines) TRNK Trunk (an outside line) Axxess Desktop SoftPhone User Guide...

  • Page 25: Shortcut Keys

    Ctrl+5 Ctrl+1 Ctrl+6 Ctrl+2 Ctrl+3 Ctrl+7 Ctrl+4 Ctrl+8 Ctrl+R Ctrl+T Ctrl+Y Ctrl+Q Ctrl+W Ctrl+E Ctrl+A Ctrl+F Ctrl+G Ctrl+H Ctrl+S Ctrl+D F11 / Backspace Ctrl+↑ Ctrl+↓ Keypad ‘ ’ Ctrl+← or → Ctrl+Z Shift+8 Shift+3 Axxess Desktop SoftPhone User Guide...

  • Page 26: About Voice Mail

    BOUT OICE Voice mail is an application that is part of the Inter-Tel Voice Processor. With the voice mail application, you and other callers can send and receive recorded messages from any station or touchtone telephone. To use this and other features, each user (you included) is assigned a “voice mailbox,”...

  • Page 27: What You See And Hear

    EE AND As you can see, your Desktop SoftPhone and Axxess system come equipped with a lot of “bells and whistles.” To help you understand what everything means, it is rec- ommended that you read the following information before you use your phone.

  • Page 28: What The Administrators Can Do For You

    — Customizing voice mail prompts NOTE: Because the Axxess telephone system is very flexible and programmable, the procedures 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.

  • Page 29: Using Desktop Softphone

    Manual Call Forwarding ........44 Automatic System Forwarding ......45 Axxess Desktop SoftPhone User Guide...
  • Page 30 ACD Hunt Groups ........83 Axxess Desktop SoftPhone User Guide...

  • Page 31: Customizing Phone Settings

    When the Always On Top option is checked, the Desktop SoftPhone always appears on top of any application. This option is disabled by default. To enable or disable this option: Check or uncheck Always On Top in the option menu. Axxess Desktop SoftPhone User Guide...

  • Page 32: Three Dimension (3D) Buttons

    Desktop SoftPhone, as shown on the right. NOTE: In all keypad configurations, the asterisk (*) key represents the asterisk (*) and the minus (-) key represents the pound (#). Axxess Desktop SoftPhone User Guide...

  • Page 33: Restore Program When Call Rings

    Desktop SoftPhone maximizes the phone display and pops up on the desktop. By default, this option is disabled. To enable or disable this option: Check or uncheck Restore Program When Call Rings in the option menu. Axxess Desktop SoftPhone User Guide...

  • Page 34: Call List

    Cancel Message tem. It simply removes the message notice from the Call List. To delete the message from the voice mail system, follow the instruction on page Axxess Desktop SoftPhone User Guide...

  • Page 35: Number Of Customized Keys

    Keys, 40 Keys, or 60 Keys. The keymap appears on the right side of the phone dis- play. For example, if you select 60 Keys, the window, shown below, appears. You can program each key by right-clicking on the key. Axxess Desktop SoftPhone User Guide...

  • Page 36: Override Trunk Name

    • Cancel: Exit the TCP/IP Settings dialog box without changing the settings. NOTE: If you entered an invalid IP address, an error message appears. If this occurs, Connect enter the correct IP address and click Axxess Desktop SoftPhone User Guide...

  • Page 37: Caller Id

    2. Enter the new name and/or number in the appropriate text boxes. Each box can contain up to 16 characters. 3. Click OK to save the new name and/or number or Cancel to exit without chang- ing the settings. Axxess Desktop SoftPhone User Guide...

  • Page 38: View Call Log

    NOTE: If you hear reorder tones when attempting to return a call to a local number, the home area code may not be programmed properly in Axxess Database Programming Consult your System Administrate to verify the home area code. Axxess Desktop SoftPhone User Guide...

  • Page 39: Key Font

    Font, the Set Key Font dialog box, shown below, appears. To change the font style and/or size: Select the desired font style and/or size from the dialog box, then click OK to accept the settings or Cancel to exit without changing the settings. Axxess Desktop SoftPhone User Guide...

  • Page 40: Background Color

    Hue Saturation Brightness (HSB) or Red Green Blue (RGB) color models from the corresponding tabs. The color you select appears in the Preview panel. 4. Click OK to accept the color change or Cancel to exit without changing the color. Axxess Desktop SoftPhone User Guide...

  • Page 41: Currency Character

    Under Windows NT, the Character Map tool is located under Start - Pro- grams - Accessories - Character Map. 3. Choose the desired character and click OK to accept the character, or click Can- cel to exit without changing the setting. Axxess Desktop SoftPhone User Guide...

  • Page 42: Resync Programmable Keys

    NOTE: The Resync Programmable Keys option does not update the label names on the keys. You must manually reprogram the text for the labels. See page 31 for instruc- tion on how to reprogram labels. Axxess Desktop SoftPhone User Guide...

  • Page 43: Customizing Feature Keys

    1. Right-click and select Program on the desired programmable feature key. The Program Key dialog box, shown below, appears. If the key has been programmed previously, the dialog box shows the number and name that are currently pro- grammed. Axxess Desktop SoftPhone User Guide...
  • Page 44 OR, Double-click on the desired feature code. Click Close. 3. After you are finished programming, the LCD returns to the main display. Click OK to save the change or Cancel to exit without changing the settings. Axxess Desktop SoftPhone User Guide...

  • Page 45: Set Text

    The color you select appears in the Preview panel. 4. Click OK to accept the color change or Cancel to exit without changing the color. 5. Repeat these steps to change the color of additional feature keys. Axxess Desktop SoftPhone User Guide...

  • Page 46: Review

    The Reverse Text Color option allows you to reverse the text color of the feature key. To reverse the text color of the feature key: Right-click and select Reverse Text Color on the desired programmable feature key. Cancel To close the Shortcut Menu: Select Cancel. Axxess Desktop SoftPhone User Guide...

  • Page 47: Handling Calls

    The system then plays a prompt that introduces you to the basic voice mail features. You can skip this introduction by clicking or pressing the minus (-) key, if desired. Axxess Desktop SoftPhone User Guide...

  • Page 48: Making And Receiving Calls

    To request a callback (queue on to the phone): Click the QUEUE menu key. Then click to hang up. When the phone is available, your phone will ring. SPKR (To cancel the queue request before the callback, press Axxess Desktop SoftPhone User Guide...

  • Page 49: Receiving Intercom Calls

    78 for more information about DND mode.) • SEND TO DEST: Redirects the call to the intercom or outside number that you enter. (See page 43 for more information about the Redirect Call feature). Axxess Desktop SoftPhone User Guide...

  • Page 50: Outside Calls

    STN SPEED DIAL: Selects the Station Speed-Dial feature. (See page 43.) • SYS SPEED DIAL: Selects the System Speed-Dial feature. (See page 43.) • REDIAL: Redials the last outside number you dialed. (See page 44.) Axxess Desktop SoftPhone User Guide...

  • Page 51: Emergency Calls

    (See page 43 for more information about the Redirect Call feature). Emergency Calls With the Axxess phone system, you do not have to access an outside line (click ) to dial an emergency number. OUTGOING To make an emergency call: Enter .

  • Page 52: Placing Calls On Hold

    To place an outside call on System Hold: 1. Click and enter SPCL 2. Click to hang up or place another call. SPKR To return to a call that is on hold: Click the flashing key. Axxess Desktop SoftPhone User Guide...

  • Page 53: Placing Conference Calls

    To transfer the conference to another extension or to voice mail: Click TRANSFER the TRANSFER CNF menu key and enter the desired extension number. Then click to hang up when you are ready to complete the transfer. SPKR Axxess Desktop SoftPhone User Guide...

  • Page 54: Transferring Calls

    3. EITHER, Enter the desired mailbox number and then click to hang up to SPKR complete the transfer. OR, Click to hang up to send the call to the voice mail menu (so that the SPKR caller can select the mailbox number). Axxess Desktop SoftPhone User Guide...

  • Page 55: To An Outside Number

    To Pick Up (Reverse Transfer) a Call 1. Press 2. Enter the extension or hunt group number where the call is ringing or holding. (See page 81 for more information about hunt groups.) Axxess Desktop SoftPhone User Guide...

  • Page 56: Forwarding Calls

    To forward to your voice mailbox: Click the VOICE MAIL menu key. • To forward to your message center: Click the MESSAGE CENTER menu key. To cancel any call forward request: Click and the FWD OFF menu key. Axxess Desktop SoftPhone User Guide...

  • Page 57: Automatic System Forwarding

    1. EITHER, Click and enter SPCL OR, Click the SEND TO DEST menu key. 2. EITHER, Click the OUTSIDE CALL menu key and enter the telephone number. OR, Use a speed-dial number (see page 76). Axxess Desktop SoftPhone User Guide...

  • Page 58: Redialing A Number

    To save the last number dialed: While the phone is idle or while listening to inter- com dial tone, click REDIAL • To redial the saved number: While on a call or after selecting a line, click . A line is selected automatically, and the number is dialed. REDIAL Axxess Desktop SoftPhone User Guide...

  • Page 59: Displaying Information On Your Phone

    If you are currently connected to an outside caller with Caller ID, you can toggle between displaying the caller’s name and number. To show the outside party’s name: Click and enter SPCL NOTE: If there is no outside party name available, the display shows CANNOT ACCESS FEATURE. Axxess Desktop SoftPhone User Guide...

  • Page 60: Using The Message Key

    2. Enter the desired extension number. To cancel a message that you left at another phone: 1. Click and then the CANCEL MESSAGE menu key. 2. Enter the extension number of the phone where you left the message. Axxess Desktop SoftPhone User Guide...

  • Page 61: Retrieving Messages

    2. Click the REPLY menu key to respond to the desired message. To cancel a waiting message: 1. Click or the VIEW MESSAGE menu key to view the message to be can- celed. 2. Click or the DELETE menu key to cancel the displayed message. Axxess Desktop SoftPhone User Guide...

  • Page 62: Accessing Your Mailbox

    3. Enter your mailbox number and your personal password (if programmed). Then click or press the minus (-) key. NOTE: click or press the minus (-) key. If you do not have a password, page 63 for information on programming passwords. Axxess Desktop SoftPhone User Guide...

  • Page 63: Using Voice Mail Messages

    (-) key. If the number was not associated with a mailbox, it will ask you to enter a mailbox number. If the message was from an outside caller, you cannot leave a voice mail message. Axxess Desktop SoftPhone User Guide...
  • Page 64 • Press to listen to the next message. • Press to save the new message in your mailbox. • Press to delete the message from your mailbox. 5. Click to hang up. Axxess Desktop SoftPhone User Guide...

  • Page 65: Undeleting Messages

    • Press to recover all of your deleted messages and store them as saved messages. • Press to erase all of your deleted messages. 4. Click to hang up. Axxess Desktop SoftPhone User Guide...

  • Page 66: Sending Messages

    Click or press the minus (-) key and enter another mailbox num- ber to send the message to another destination. • Click to exit and return to voice mail options 7. Click to hang up. Axxess Desktop SoftPhone User Guide...

  • Page 67: Canceling Unheard Messages

    • Press to play the message envelope. • Press to listen to the next message. • Press to save the message in your mailbox. • Press to delete the message. 6. Click to hang up. Axxess Desktop SoftPhone User Guide...

  • Page 68: Using Do-Not-Disturb Mode

    • To enter the numbers: Enter the desired numbers using the keypad on your keyboard. The numbers will appear on the second display line. Press SPA- CEBAR to leave a space. Press Backspace to backspace. Axxess Desktop SoftPhone User Guide...
  • Page 69 Press SPACEBAR to leave a space. Press BACKSPACE to backspace. NOTE: To enter slash (/) or pound (#) key, use the keypad keys on the keyboard or the dialpad keys on the Desktop SoftPhone. 4. Click SPKR To cancel DND: Click Axxess Desktop SoftPhone User Guide...

  • Page 70: Reminder Messages

    If your system is set for 24-hour format, you must enter the time appropri- ately (e.g., 1400 = 2:00PM). If your system is set for 12-hour display format, click the AM or PM menu key. Axxess Desktop SoftPhone User Guide...
  • Page 71 To cancel all reminder message requests before they signal you: Enter To clear a received reminder message (you hear eight short tones and see a reminder message display): Click or press the asterisk (*) key on the keypad. Axxess Desktop SoftPhone User Guide...

  • Page 72: Setting Preferences

    To change and save a volume level: 1. Click to adjust the volume level. VOL + VOL - 2. Click to save the changes. VOL SAVE Axxess Desktop SoftPhone User Guide...

  • Page 73: Selecting A Ring Tone

    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 phone is idle: Enter To switch between keymaps during a call: Click and enter SPCL Axxess Desktop SoftPhone User Guide...

  • Page 74: Changing The Language

    System Administrator to determine which languages are programmed for your phone system. To change the assigned language for your phone: Enter to change between your system’s primary and secondary languages, as desired. Your display shows the current language. Axxess Desktop SoftPhone User Guide...

  • Page 75: Voice Mail Options

    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, please leave a detailed message, and I will return your call when I return. Thank you. Axxess Desktop SoftPhone User Guide...

  • Page 76: Recording Your Voice Mail Directory Name

    (-) key again to accept your recorded name. • Press to replay your recorded name. • Press to add to your name. • Press to erase and re-record your name. 7. Click to hang up. SPKR Axxess Desktop SoftPhone User Guide...

  • Page 77: Changing Your Mailbox Password

    Personal Options Menu. • Press to disable the entire envelope and return to the Personal Options Menu. • Press to return to the Personal Options Menu. 4. Click to hang up. SPKR Axxess Desktop SoftPhone User Guide...

  • Page 78: Changing The Call Screening Transfer Method

    • Press to select screened transfers. • Press to select announce only transfers. • Press to return to the Personal Options Menu without making changes. 5. Click to hang up. SPKR Axxess Desktop SoftPhone User Guide...

  • Page 79: Programming A Fax Destination

    NOTE: This feature is available only in software versions 5.1 and later. With the Inter-Tel Voice Processor, callers can use your mailbox to send you a fax. To use this feature, you must specify the destination fax number. To change your fax destination number: 1.

  • Page 80: Programming Remote Messaging

    Saturdays and Sundays. 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. Axxess Desktop SoftPhone User Guide...
  • Page 81 To select all or priority-only message notification: Press . Then press for all messages or for priority messages only. 6. Either select another option, as described above, or press or press the minus (- ) key to save the settings and exit. Axxess Desktop SoftPhone User Guide...

  • Page 82: Speed Dialing

    (System Speed Dial) and is identified by a location number. Once programmed, you can quickly dial these numbers by entering a feature code and dialing the desired location number. Because the Inter-Tel Axxess system supports both station and System Speed-Dial numbers, you can have access to over 1000 stored numbers.

  • Page 83: System Speed Dial

    OR enter SYS SPD 2. Enter the location code (000-999) for the desired number. 3. Click or the ACCEPT menu key, or press the minus (-) key on the keypad to dial the displayed number. Axxess Desktop SoftPhone User Guide...

  • Page 84: Using Record-A-Call

    SING ECORD If your telephone system is equipped with an Axxess 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.

  • Page 85: Paging

    Replace feature code. If your phone 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 phone: Enter Axxess Desktop SoftPhone User Guide...

  • Page 86: Performing A "Hookflash" During A Call

    To generate a hookflash while using a line: EITHER, Click the FLASH menu key. If the FLASH menu key is not visible, press MORE until you see FLASH. OR, Click and enter SPCL Axxess Desktop SoftPhone User Guide...

  • Page 87: Programming Your Feature Keys

    (Refer to the back of this guide for default feature codes.) To return all feature keys to their original default values: Enter To display the current feature key values: 1. Enter 2. Click the feature key(s) you want displayed. 3. Click to hang up. SPKR Axxess Desktop SoftPhone User Guide...

  • Page 88: Programming Secondary Extension Keys

    SPKR • To transfer to ring: Press and then the secondary extension key. You can TRANSFER announce the call, if desired, before hanging up to complete the transfer. Axxess Desktop SoftPhone User Guide...

  • Page 89: Using Account Codes

    (-) key. This code will be used for all calls made from your phone until it is disabled. To disable the code: Enter again and then click or press the minus (-) key. Axxess Desktop SoftPhone User Guide...

  • Page 90: Screening Calls

    NOTE: This feature is available only if your telephone system is equipped with an Axxess Voice Processor (voice mail). If your voice mailbox is programmed correctly, you can screen calls that are trans- ferred from voice mail. This allows you to accept and/or refuse specific calls.

  • Page 91: Voice Mail Directory

    (if allowed). • Press to hear the next name in the directory. • Press and spell a new name to search for a different name. • Press to switch the first/last name sort order. Axxess Desktop SoftPhone User Guide...

  • Page 92: Programming Remote Feature Access

    Enter the new password, followed by Enter the new password again for verification, followed by To turn on DND: Enter Enter message number (01-20) and the optional second-line message text. To turn off DND: Enter Axxess Desktop SoftPhone User Guide...
  • Page 93 If No Answer ......If Busy ..If No Answer or Busy Enter an extension number or enter an outside line access code followed by a telephone number. To turn off Call Forward: Enter 5. Hang up. Axxess Desktop SoftPhone User Guide...

  • Page 94: Requesting Agent Help

    • To accept the call: Answer as usual. Your microphone is muted and you cannot be heard by either party unless you press MUTE • To reject the call: Press the REJECT HELP menu key. Axxess Desktop SoftPhone User Guide...

  • Page 95: Working In Hunt Groups

    • Members: If the hunt group is not programmed to use Agent IDs, it will have a pre-programmed list of phones and will send calls to the phones where agents are logged in. Axxess Desktop SoftPhone User Guide...
  • Page 96 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. Click to hang up. Repeat this procedure to log into additional ACD SPKR groups, if necessary. Axxess Desktop SoftPhone User Guide...

  • Page 97: Ending An Acd Hunt Group Call

    To terminate the ACD Agent wrap-up period before the timer expires: Enter NOTE: If you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS RESERVED FEATURE Axxess Desktop SoftPhone User Guide...
  • Page 98 Axxess Desktop SoftPhone User Guide...

  • Page 99: Troubleshooting

    The serial port that the DTI Server is configured to use does not exist exist. Re-enable the serial port or change the serial port (located in the Desktop OAI Connection Settings tab in the DTI Server Set- tings dialog box) to a valid serial port. Axxess Desktop SoftPhone User Guide...
  • Page 100 Settings dialog box) correctly point to the CP Server. Use CP Server v5.2 or later because it provides more detailed error infor- mation. Earlier CP Server systems might report this error for failed TCP/IP Desktop OAI login attempts. Axxess Desktop SoftPhone User Guide...
  • Page 101 The DTI Server received an improperly formatted TCP/IP Desktop received OAI message from the application. The DTI Server will terminate the application’s connection and close the connection to the phone system if no other applications are connected. Axxess Desktop SoftPhone User Guide...

  • Page 102: Cp Server Connection Issues

    Wrong TCP Port: Verify the TCP port (located in the Desktop OAI Connection Settings tab in the DTI Server Settings dialog box) is the TCP port which the CP Server is allowing an applica- tion to connect. Axxess Desktop SoftPhone User Guide...
  • Page 103 This error might also indicate you are not closing the applications properly. If this error per- sists, restart the DTI Server computer. Avoid running the offending application. Axxess Desktop SoftPhone User Guide...
  • Page 104 DTI Server Settings dialog box) is the CP Server’s IP address. TCP/IP is not TCP/IP is not installed on the DTI Server computer. Install the TCP/IP installed. networking protocol. You can install this protocol from the Network control panel. Axxess Desktop SoftPhone User Guide...
  • Page 105 This field cannot be blank. Empty IP Address Enter an IP Address. This field cannot be blank. Empty TCP Port Enter a valid TCP port. The TCP Port field must contain a valid TCP port value (4000-65535). Axxess Desktop SoftPhone User Guide...

  • Page 106: Frequently Asked Questions (Faq)

    Why can’t I program a Station Speed-Dial number to the key I want? It keeps saying that the key is non-programmable. Your System Administrator has programmed that key as a non-programmable key. Because you cannot override system programming from your phone, you must choose another key. Axxess Desktop SoftPhone User Guide...
  • Page 107 First, contact your System Administrator if you have a question that is not covered in this user guide. If you need further assistance, contact your local authorized Inter-Tel dealer. All Inter-Tel sales, service, and support is handled at the local level.
  • Page 108 Axxess Desktop SoftPhone User Guide...

  • Page 109: Index

    81 unheard messages 53 paging 71 Cascade Levels 67 record-a-call 70 Changing system forwarding 43 call screening transfer method 64 Ending an ACD Hunt Group Call 83 fax destination number 65 Entering Account Codes 75 Axxess Desktop SoftPhone User Guide...
  • Page 110 LCD Display Menu Keys 10 Programming Leaving Messages 46 cascade levels 67 Liquid Crystal Display (LCD) 10 fax destination 65 Listening to Messages 49 Logging In and Out of ACD Hunt Groups 82 notification days and times 67 Axxess Desktop SoftPhone User Guide...
  • Page 111 Selecting a Ring Tone 59 Sending calls to voice mail 37 View Call Log 24 messages 52 Viewing Speed-Dial Numbers 69 Voice Mail 14 Sending Messages 52 administrator 14 Set Color 31 Set Text 31 delivery options 52 Axxess Desktop SoftPhone User Guide...
  • Page 112 Waiting for Called Phone 34 Voice Processing Unit 12 What the Administrators Can Do for You 14 What You See and Hear 13 Voice Processor 12 Working in Hunt Groups 81 Volume Levels 58 Wrap-Up Timer 83 Axxess Desktop SoftPhone User Guide...

  • Page 113: Default Feature Codes

    Select Line Group 1-208 92001-92208* Automatic Route Selection 92000* Emergency Call Outgoing Call * These defaults may differ based on the software version. XTENSION UMBERS EXTENSION NAME EXTENSION NUMBER NEW NUMBER Phone Extensions 1000-1999 Hunt Groups 2000-2299 Attendant Axxess Desktop SoftPhone User Guide...
  • Page 114 Feature Key Default Handsfree On/Off Headset On Headset Off Headset On/Off Hold – Individual Hold – System Hunt Group Remove Hunt Group Replace Hunt Group Remove/Replace Message Cancel Message That You Left Cancel Message On Your Phone Axxess Desktop SoftPhone User Guide...
  • Page 115 Ring Intercom Always On/Off Ring Tone Selection Routing Off Station Speed Dial Station Speed-Dial Programming System Forward Enable System Forward Disable System Forward On/Off System Speed Dial Switch Keymap Transfer To Hold Transfer To Ring Axxess Desktop SoftPhone User Guide...
  • Page 116 Axxess Desktop SoftPhone User Guide...
  • Page 117 OICE HART NOTE: At any menu level, you can press to cancel or return to the previous menu or press to accept. LISTENING TO MESSAGES ACCESSING YOUR MAILBOX While the message is playing: PERSONAL OPTIONS • EITHER, Press the MSG Back Up key to respond to a mes- Record Greeting...
  • Page 118 Part No. 835.2409-2 Issue 1, November 2002 A946/351:A...

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