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ESI -1000 User Manual

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See also: Administrator's Manual , Installation Manual
ESI Phone
User's Guide
ESI Communications Servers
FOR
ESI-1000 • ESI-600 • ESI-200 • ESI-100 • ESI-50
Covering these current ESI phone models:
ESI 60 Business Phone • ESI 40 Business Phone
24-Key Feature Phone • ESI Cordless Handset II
. . . and these legacy ESI phone models:
48-Key Feature Phone • 12-Key Feature Phone
[Original] ESI Cordless Handset
0450-1047
Rev. L
For on-line help, visit www.esi-estech.com/users.
About ESI
ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. 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.
Copyright © 2011 ESI (Estech Systems, Inc.).
Esi-Dex, Quick Groups, Quick Moves, Virtual Mailbox Key, AutoPage, Quick Page and Verbal User Guide
are trademarks, of ESI. Act! is a registered trademark of Symantec Corporation. Goldmine is a trademark of
Goldmine Software Corporation. Ethernet is a registered trademark of Xerox Corporation. Microsoft, Windows, NT and
Outlook are registered trademarks of Microsoft Corporation. Intel is a registered trademark of Intel Corporation.
Panasonic and DBS are registered trademarks of Matsushita Electric Corporation of America. Bluetooth is a registered
trademark of the Bluetooth Special Interest Group (S.I.G.), Inc. Information contained herein is subject to change
without notice. ESI products are protected by various U.S. Patents, granted and pending. Visit ESI on the Web at
www.esi-estech.com.

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Summary of Contents for ESI ESI-1000

  • Page 1 For on-line help, visit www.esi-estech.com/users. About ESI ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. 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 2: Table Of Contents

    Personal greeting reminder........................................F.10 Headset operation ..........................................F.10 Outside dial tone preference ........................................F.13 Line keys..............................................F.13 Optional features ............................................F.14 Using an ESI desktop IP phone remotely....................................... G.1 Using Esi-Link ..............................................H.1 Network numbering..........................................H.1 Location Keys............................................H.1 Programmable feature keys and Esi-Link: an introduction................................. H.2 Dialing an Esi-Link location ........................................

  • Page 3: Introduction

    ESI phones. Each feature has been designed for ease of use while providing capabilities needed in an advanced business phone. You will be able to learn many of the features by simply using your phone; and this ESI Phone User’s Guide will introduce you to the wide variety of features offered by your ESI Communications Server and how to use your phone effectively to achieve maximum benefits.

  • Page 4: Esi 60 Business Phone

    The ESI 60 Business Phone has a variety of programmable and built-in features. It comes in three models: ESI 60D, a digital phone; and two versions (Gigabit Ethernet and 10/100 Ethernet) of ESI 60IP, an IP phone. Additionally, it supports up to two optional Expansion Consoles (see page A.5). All ESI 60 Business Phone models offer the same basic features which are described throughout this User’s Guide.

  • Page 5: Esi 40 Business Phone

    The ESI 40 Business Phone has a variety of programmable and built-in features. It comes in two models: the ESI 40D, a digital phone; and the ESI 40IP, a 10/100 Ethernet IP phone. Additionally, it supports up to two optional Expansion Consoles (see page A.5).

  • Page 6: 48-Key Feature Phone (Legacy Product)

    48-Key Feature Phone (legacy product) The legacy 48-Key Feature Phone, still in use on many installed ESI systems, has a variety of programmable and built-in features. It has two versions: 48-Key Digital Feature Phone and 48-Key IP Feature Phone II. Additionally, it supports up to two optional Expansion Consoles (see page A.5).

  • Page 7: Optional Expansion Consoles

    Expansion Consoles. The ESI 60 Business Phone, ESI 40 Business Phone, and legacy 48-Key Feature Phone each can support up to two optional Expansion Consoles, for a possible total of 120 additional programmable feature keys.

  • Page 8: 24-Key Feature Phone

    24-Key Feature Phone The 24-Key Feature Phone has features similar to those of the ESI desktop phones mentioned earlier. However, the 24-Key Feature Phone is available only as a digital model and doesn’t support IP, ESI’s VIP family of software applications , or the Expansion Consoles.

  • Page 9: 12-Key Feature Phone (Legacy Product)

    12-Key Feature Phone (legacy product) The legacy 12-Key Feature Phone, still in use on many installed ESI systems, includes the basic, most commonly used phone features. This simplified model is available only as a digital model and doesn’t support IP, ESI’s VIP family of software applications...

  • Page 10: Esi Cordless Handset Ii

    ESI Cordless Handset II ESI’s Digital Cordless Handset II gives you most of the same features found in the 24-Key Feature Phone, but in a compact, portable form. Note that it does not have the following features found on some ESI desktop phones: Esi-Dex support (or ESI-DEX key), Caller ID key, Virtual Mailbox Key support, or Verbal User Guide.

  • Page 11: Connecting Your Esi Phone

    Introduction Connecting your ESI phone Depending on which ESI phone you have, use the appropriate diagram (below) to connect it. Each diagram represents the panel on the phone’s underside. Notes: The “Top of phone” and “Bottom of phone” references in these diagrams show the correct vertical orientation of the phone —...

  • Page 12: Key Digital Feature Phone

    User’s Guide Introduction 48-Key Digital Feature Phone (legacy product) In addition to how the 24-Key Feature Phone connects to the handset and line cord, note that this phone accepts a 60-Key Expansion Console cable (included with each Console) which uses standard RJ-11 telephone connectors.
  • Page 13 Expansion Console connection,” page A.12. 1. Unplug the line cord or Ethernet cable from your ESI phone. If it’s an ESI IP phone with a power supply plugged into it, unplug the power supply, too. 2. The 60-Key Expansion Console (right) includes a six-conductor expansion cable.
  • Page 14 Expansion Console and cannot connect directly to the ESI phone. 1. Unplug the line cord or Ethernet cable from your ESI phone. If it’s an ESI IP phone with a power supply plugged into it, unplug the power supply, too. 2. The Second Expansion Console includes an expansion “Y”...

  • Page 15: Base Station Installation

    • An AC adapter for use with only the charger. • A base station to provide a digital interface between the ESI phone system and ESI Cordless Handset II. This base station is line-powered and thus needs no AC power.

  • Page 16: Help Mode (Verbal User Guide)

    Notes: As explained on page A.1, your ESI phone has a combo PROG/HELP key unless it is a legacy 48-Key Feature Phone (which has separate PROGRAM and HELP keys). Under the circumstances described in this section, the PROG/HELP key will invoke Help mode.

  • Page 17: User Programming: An Introduction

    ESI Cordless Handset. For use with only ESI Cordless Handsets. Available only if your phone system is using ESI Presence Management. If you’re not sure whether it is, consult your System Administrator. For more information about ESI Presence Management, visit www.esi-estech.com/presence.

  • Page 18: Select Personal Greeting

    User’s Guide User programming: An introduction 1 Select personal greeting Select the desired greeting — 1, 2 or 3. The system will play the current greeting, followed by prompts to re- record, delete or hear again — or select the current greeting by pressing #. 1 Record personal greeting Begin recording at the tone.
  • Page 19 – (star) key Notes: You can also program Location Keys for use with Esi-Link. See page H.1 for more information. Speed-dial keys cannot be programmed for emergency services, such as 9 1 1. • Other feature keys — If you enter a feature code, the programmable feature key will serve as an enable/disable key for that feature.

  • Page 20: Station Options

    For example: If you have a programmable feature key set as a station key for someone’s extension, the system updates your Cordless Handset based on that extension’s current status (busy, idle, do-not-disturb, or — with optional ESI Presence Management — off-premises).

  • Page 21: Station Audibles

    (range: off to high), then press # to accept it. Note: On an ESI desktop phone with a status indicator lamp, if the ringer volume is turned off, the status indicator lamp will not “flutter” when an incoming or recalled call is presented to the phone (see “Status indicator lamp,”...

  • Page 22: External Message Notification

    User’s Guide User programming: An introduction 6 External message notification Note: To use this feature, a legacy 12-Key Feature Phone must have a voice mail key assigned. 1 Delivery options 1 Delivery to phone number only 2 Notify pager only 3 Call first and then page 4 Call and page at the same time 0 No off-premises delivery...
  • Page 23 Any new message will be delivered. 5 ESI Mobile Messaging options Note: This feature is available only if your ESI system is using ESI Mobile Messaging. If you’re not sure whether it is, consult your System Administrator 1 Active e-mail settings...

  • Page 24: Personal Call Routing

    For additional details, consult the ESI Presence Management User’s Guide (ESI part # 0450-0793). Note: This function is available only if your phone system is using ESI Presence Management. If you’re not sure whether it is, consult your System Administrator. For more information about ESI Presence Management, visit www.esi-estech.com/presence.

  • Page 25: Voice Mail Operation

    For direct access to all voice mail features, such as picking up messages or transferring directly to mailboxes: • On an ESI 60 Business Phone — Use the blue VOICE MAIL key. It will blink whenever you have one or more new messages, and the upper display will show you how many new and old messages are stored for you on the ESI system.

  • Page 26: Personal Greeting Keys

    If your system is using ESI Presence Management, consult the ESI Presence Management User’s Guide (ESI part # 0450-0793) to learn about additional, special functionality that may be available to you. If you’re not sure whether your system is using ESI Presence Management, consult your System Administrator.

  • Page 27: Autopage

    Note: This feature is activated only if your System Administrator enables it on your station. To use this feature, follow these steps: 1. From your ESI phone, press PROG/HELP 6 2 1 and enter the telephone number to which you want calls forwarded when you’re off-premises.

  • Page 28: Message Retrieval

    Message(s) waiting display If you have at least one new message, your ESI desktop phone’s VOICE MAIL key will blink (except on a legacy 12-Key Feature Phone) and your display will show the number of new and old messages in your mailbox.
  • Page 29 If using an ESI 60 Business Phone Note: If you’re using an ESI 60D (digital) phone, there will be a two- to three-second delay in display performance when you enter or exit the visual voice mail feature described below. (There is no such delay in display performance in using visual voice mail on an ESI 60IP phone.)
  • Page 30 1. Press VOICE MAIL and then 2. Dial your extension number. 3. Follow the procedures described in “Retrieving voice mail messages from your ESI phone” (page D.4). Applicable to 24-Key Feature Phone only. A local call may not be dialed correctly depending on the limitations of the local dialing plan. You may need to dial some of these calls manually.
  • Page 31 (Not available on ESI Cordless Handset or legacy 12-Key Feature Phone.) If you frequently pick up your messages from another user’s ESI phone or have others help pick up your messages, you may want to program a programmable feature key on that phone as a Virtual Mailbox ™...

  • Page 32: Live Recording

    (Not available on legacy 12-Key Feature Phone.) Note: To use this feature on an ESI Cordless Handset, it must have a programmable feature key set for key code 582. (See “Optional features,” page F.14.) It then functions like the RECORD key described herein.

  • Page 33: Off-Premises Message Delivery

    To program this, press PROG/HELP 6. Introduction The ESI 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 the pager number.

  • Page 34: Message Recycle Bin (Un-Delete)

    (Not on ESI Cordless Handset or legacy 12-Key Feature Phone.) The red status indicator lamp is located at the top of an ESI 60 Business Phone, ESI 40 Business Phone, 24-Key Feature Phone, or legacy 48-Key Feature Phone. The status indicator lamp indicates three conditions: •...

  • Page 35: Setting Up Esi Mobile Messaging

    Alternate E-Mail setting gives you added flexibility.) It’s necessary, first, to program into the ESI system an e-mail address for each of these two settings. You will accomplish this by using your ESI phone.
  • Page 36 • 3 to reach the Alternate E-Mail destination setting. 3. Enter a destination address to which the ESI system will send notification e-mails when using the setting you selected (Main E-Mail or Alternate E-Mail) in step 2. You may enter up to 64 characters for this destination address.
  • Page 37 • 3 to reach the Alternate E-Mail destination setting. 5. Enter a destination address to which the ESI system will send notification e-mails when using the setting you selected (Main E-Mail or Alternate E-Mail) in step 4. You may enter up to 64 characters for this destination address.

  • Page 38: Setting Up Twinning

    When you receive a call twinned in this fashion, you’ll be prompted to “press 1” to accept the call. If you don’t answer the call, the caller is returned to your voice mailbox on the ESI system. If you’re on a twinned call and need to transfer the call back to the ESI system, just press 4 and you’ll be given internal dial tone;...

  • Page 39: Optional Voice Mail Feature: Guest Mailboxes

    Retrieving guest mailbox messages from an ESI phone To retrieve guest mailbox messages from an ESI phone, follow the same procedure described in “Retrieving voice mail messages using another user’s ESI phone” (page D.6), except that you enter your guest mailbox number rather than an extension number.
  • Page 40 See “9 Message Recycle Bin,” page D.10. ESI Mobile Messaging options See “ESI Mobile Messaging options,” page C.7. Note: This feature is available only if your ESI system is using ESI Mobile Messaging. If you’re not sure whether it is, consult your System Administrator D.16...

  • Page 41: Optional Voice Mail Feature: Group/Broadcast Mailboxes

    To help monitor that all messages have been picked up, you can program a programmable feature key on any ESI phone as a Virtual Mailbox Key for the group mailbox. When new messages exist, the key will blink rapidly; press it to connect automatically to the mailbox. Program the programmable feature key with VOICE MAIL followed by the mailbox number (see “Programmable feature keys,”...

  • Page 42: Optional Voice Mail Feature: Cascade Notification Mailboxes

    If a cascade notification mailbox receives a new message, the ESI system dials the first number for a set number of times. If it receives no response, the ESI system then dials a second number for a set number of times. If, again, there is no response, the ESI system dials the third number;...
  • Page 43 To change the number, you must delete it and then re-enter it as desired. For those situations where more than one cascade notification mailbox is in operation, the ESI phone system automatically sends the mailbox number to the display of a cell phone or digital pager, to indicate which mailbox has new messages.

  • Page 44: Optional Voice Mail Feature: Q & A Mailboxes

    User’s Guide Voice mail operation Optional voice mail feature: Q & A mailboxes Important: This is a special, optional feature not explained in the tutorial. Be sure to get your Q & A mailbox numbers from the Administrator. Q & A (question and answer) mailboxes allow you to ask callers for more detailed information, such as on an employment questionnaire or a survey.
  • Page 45 User’s Guide Voice mail operation 1 Select question Select the desired question number, 1–10. the ESI 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 46: Esi Phone Operation

    When your phone (or station) is not in use, the display will show the current date and time, activated features such as DND (do not disturb; see “MUTE/DND,” page E.4), monitor mode, etc.), and — on an ESI desktop phone (other than the legacy 12-Key Feature Phone) — the system’s current line usage. The line usage display you see will depend on (a.) how many phone lines you have and (b.) which display, two-line or three-line, your...

  • Page 47: Keys

    The fixed-feature keys on the phone are permanently labeled as to their usage. The FLASH/REDIAL and MUTE/DND key on an ESI phone each have two purposes; your ESI system will govern this by permitting only the appropriate function when either is pressed, depending on the circumstances at that moment. The different phone models have some different fixed-feature keys.
  • Page 48 • 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 49: Dial Tone

    If your phone system is using ESI Presence Management, your phone’s MUTE/DND key won’t turn amber when you exit the building using your electronic key; for more details, refer to the ESI Presence Management User’s Guide (ESI part # 0450-0793). If you’re not sure whether your system is using ESI Presence Management, consult your System Administrator.

  • Page 50: Basic Phone Use

    — press SPEAKER. If using a Cordless Handset, press TALK or put the Handset in its charging cradle. Shortcut for either outside or internal calls on speakerphone-equipped ESI phones: If you press a station key or dial an extension number, the phone system automatically activates the speakerphone.

  • Page 51: Direct Station Selection

    Installer has programmed. If your phone system is using ESI Presence Management, your phone’s MUTE/DND key won’t turn amber when you exit the building using your electronic key; for more details, refer to the ESI Presence Management User’s Guide (ESI part # 0450-0793). If you’re not sure whether your system is using ESI Presence Management, consult your System Administrator.
  • Page 52 User’s Guide ESI phone operation Supervised transfer — announcing the caller to the called person 1. While connected to an outside call, press a station key (or press TRANSFER and then dial the extension number) and wait until the called person answers.

  • Page 53: Transferring An Internal Call

    User’s Guide ESI phone operation . . . to a voice mailbox Transferring a caller to a mailbox to leave a message 1. While connected to an outside call, press VOICE MAIL and the appropriate station key — or, if your phone has no station key programmed for this destination, press VOICE MAIL, and then dial the extension number.

  • Page 54: Conference Calling

    If you’re using an ESI Cordless Handset, use the TRANS/CONF/PRG key each time these instructions tell you to use CONF. This feature may not be available on your system, depending on how it has been programmed. If you wish to enable this feature on your system,...

  • Page 55: Call Forwarding

    Note: If the forwarded-to station is busy or does not answer a forwarded call, the call will be returned to your mailbox. On an ESI 60 Business Phone, ESI 40 Business Phone, or the legacy 48-Key Feature Phone: 1. Press CFWD to use the call forwarding feature.
  • Page 56 ESI phone operation Call forwarding/no-answer Note: The ESI Cordless Handsets and legacy 12-Key Feature Phone do not support call forwarding/no-answer. One special form of call forwarding your phone can do is called call forwarding/no-answer. As the term implies, it’s a forwarding that occurs only after a call to your extension goes unanswered; so, essentially, this gives you a chance to answer the phone in case you’re there and wish to take the call, but automatically forwards as...
  • Page 57 Your system may not support this feature, or your extension may not be allowed to have this feature. Contact your ESI Reseller for more information. You must press 1 to answer the forwarded call (just as with off-premises “reach-me”; see page D.3).

  • Page 58: Call Waiting

    You can call, or transfer a call to, another station that is in use (as indicated by the fact that its station key, if one exists for it on your ESI phone, is glowing red). This generates a call waiting tone in the other station’s earpiece and puts a call waiting indication on the bottom line of that station’s display, as explained in “Call...

  • Page 59: Hold/Exclusive Hold Operation

    To place a call on hold While on a call, press HOLD to place the call on hold. The HOLD key LED will light solid red on your ESI phone and will blink red on all other phones. Also, your ESI phone’s display will show the quantity, and...

  • Page 60: To Place A Call On Exclusive Hold

    ESI phone (i.e., where the key was pressed) and none other in the system. To retrieve a call from exclusive hold To reconnect to a call from the ESI phone where the call was placed on exclusive hold, you may do any of the following: (a.) From a phone idle state, press HOLD for at least one full second.

  • Page 61: Paging

    Overhead paging If the ESI system has been connected to an overhead paging system, you can page by assigning 5 9 9 to a programmable feature key (see pp. C.2–C.3) to make it an overhead paging key. Then, you can page by pressing this key, waiting for the two tones, and making your announcement.

  • Page 62: Optional Features

    As the operator, you may be responsible to manually change the Day/Night Mode of the system (or tenant of which your ESI phone is a member); if so, you must program a programmable feature key to perform this (initially, the upper left key will be the day/night mode key). Each time the key is pressed the display will change: DAY, NGT, DAY2, NGT2, HDAY or AUTO.

  • Page 63: Special Keys

    To send a flash hook signal, quickly press the hookswitch once. To release (disconnect), hold down the hookswitch for one second. To hang up when using an ESI Cordless Handset, press TALK or put the handset in its charging cradle. Certain legacy phones have separate FLASH and REDIAL keys.

  • Page 64: Esi-Dex

    (Not available on ESI Cordless Handsets or the legacy 12-Key Feature Phone.) Esi-Dex (“easy Dex”) is a powerful feature that lets you access and auto-dial stored names and numbers. You may access names and numbers from as many as four different Dexes (i.e., indexes):...
  • Page 65 3. Press ESI-DEX again to dial the number..On an ESI phone with a three-line display 1. While your station is idle (or just after receiving dial tone), press ESI-DEX. This causes the Esi-Dex menu to appear, as shown: 2.
  • Page 66 You can add names to your Personal Dex by using either the Caller ID method or the manual method. The Caller ID method is the same regardless of whether you’re using a ESI phone with a two-line display or an ESI phone with a three-line display;...
  • Page 67 6. Press # to confirm the entry. Manual method (on an ESI phone with a three-line display) 1. While your station is idle (or just after receiving dial tone), press ESI-DEX. This causes the Esi-Dex menu to appear, as shown: Note: Your display may differ, depending upon the availability of certain Dexes on your system.

  • Page 68: Deleting Names From Your Personal Dex

    Deleting names from your Personal Dex . . . On an ESI phone with a two-line display 1. While your station is idle (or just after receiving dial tone), repeatedly press ESI-DEX to select the Personal Dex: 2. Choose the desired name from the Personal Dex, using one of two methods.
  • Page 69 HOLD..On an ESI phone with a three-line display 1. While your station is idle (or just after receiving dial tone), press ESI-DEX. This causes the Esi-Dex menu to appear, as shown: 2. Press PER to choose the Personal Dex.
  • Page 70 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.

  • Page 71: Override Ring

    Use of the Override Ring Key also overrides any outside dial tone preference (see page F.13) that may have been set for your station. See “Programmable feature keys,” pp. C.2–C.3, for full details. The override ring feature has no effect on calls ringing in from a hold recall, a queued line or an Esi-Link channel.

  • Page 72: Message Monitor Mode (Live Call Screening)

    Not all headsets are compatible with your ESI phone; contact your ESI Reseller for a list of compatible models. Once a headset is plugged into an ESI Cordless Handset, audio is automatically transferred to the headset, so there is no need to program a headset key if using a Cordless Handset.
  • Page 73 ESI phone via the ESI Bluetooth Headset Interface. Note: When an incoming call rings on the ESI phone, the headset will provide an audible ringing if the headset supports this. This may cause a delay in the audio to the headset; some headset models may not pass the audio through to the headset until the audible ringing has been completed.
  • Page 74 Here is a short list of headsets that ESI used while testing the ESI Bluetooth Headset Interface (but this is not intended as an endorsement of any of these, nor as a statement that they will always work properly with it).

  • Page 75: Outside Dial Tone Preference

    TRANSFER within the first five seconds after going off-hook. Six seconds after you go off-hook, the ESI system considers the call to be a transferred call.

  • Page 76: Optional Features

    (see “Programmable feature keys,” page C.2). Note: In the codes, DDD = ACD department number and XXX = extension number. ESI 60, ESI 40, ESI Cordless (Legacy)
  • Page 77 Headset key (Code 564) Notes: Not available on legacy 12-Key Feature Phone. It’s unnecessary to program this key on an ESI Cordless Handset; one simply plugs in or unplugs a headset as desired. This key provides for easy connecting to/disconnecting from calls when operating in headset mode (see “Headset operation,”...
  • Page 78 Note: For ACD key programming, see “ACD agent operation,” pp. I.1–I.5.) Caller ID key (Code 574) Notes: Not available on an ESI Cordless Handset or legacy 12-Key Feature Phone. This works only if you are receiving Caller ID service from your provider. Consult your Administrator, if needed.
  • Page 79 If phone is idle (on-hook) — Puts the phone into do-not-disturb (DND) mode, sending callers directly to your voice mailbox Note: When programmed on an ESI Cordless Handset, this key performs only the DND function; to mute or “un-mute” an ESI Cordless Handset, use the keys on its side.
  • Page 80 Override ring (Code 580) The override ring feature lets you place a call — station-to-station, outside line or Esi-Link — or leave a voice message when another call is ringing. For full details on using this feature, see “Override ring,” page F.9.
  • Page 81 Quick Switch. To transfer the call to your Cordless Handset: 1. Press the Quick Switch Key. This “blind-transfers” the call to the ESI Cordless Handset, causing it to ring, while simultaneously disconnecting the desktop phone.
  • Page 82 Loop key (Code 587) A loop key allows for the appearance of any CO line or Esi-Link call that may be ringing a station, without the need for a programmable feature key to be programmed as a CO line key. Up to six loop keys may be programmed per station.

  • Page 83: Using An Esi Desktop Ip Phone Remotely

    Using an ESI desktop IP phone remotely When used remotely (i.e., connecting to the ESI system over a WAN or the Internet rather than on a LAN), a ESI desktop IP phone will operate like a regular ESI desktop phone, with these important exceptions: •...

  • Page 84: Using Esi-Link

    3. Press the feature key again. Network numbering works only on ESI Communications Servers running compatible system software. If an Esi - Link call involves any legacy ESI systems (or ESI Communications Servers running earlier system software), users still must dial a location number prior to dialing a remote number. To confirm whether your ESI Communications Server currently supports network numbering, consult your System Administrator or your Certified ESI Reseller.

  • Page 85: Programmable Feature Keys And Esi-Link: An Introduction

    Programmable feature keys and Esi-Link: an introduction With Esi-Link, you assign dialing information to your ESI phone’s programmable feature keys in the usual way — i.e., if a remote location station or mailbox is to be assigned to a programmable feature key, enter the location number followed by the station’s extension number or the mailbox number.

  • Page 86: Dialing An Esi-Link Location

    The boxes on the bottom line of the display show there are a total of six Esi-Link channels active at your location. Three of the Esi-Link remote channels are busy; the rest are idle and available for new calls.
  • Page 87 Outside callers can be transferred to remote location extensions, departments, and mailboxes. Note: On legacy ESI systems , as well as ESI Communications Servers running older system software, Esi-Link doesn’t allow an outside call coming from one location to be transferred or forwarded to another (or third) location.

  • Page 88: Using Feature Keys With Esi-Link

    ESI system features over Esi-Link. Paging The ESI system can be programmed to allow paging through an overhead paging system and/or paging through some (if page zones have been created) or all of the ESI phones’ speakers. Overhead paging If the remote location system has an overhead paging system connected to it, you can page there by programming a feature key with the location number followed by 599 —...

  • Page 89: Voice Mail

    User’s Guide Using Esi-Link Hold Overview • Placing a call on hold from home location to remote location — When you place a call on hold locally, you can initiate a page to a remote location, announcing the call and the line number on which it is placed on hold at the original location.
  • Page 90 When there are new messages in the Virtual Mailbox, the key will flash red. When you access the Virtual Mailbox, the key will light a solid green. If the Virtual Mailbox belongs to a remote-location ESI phone, that phone’s VOICE MAIL key will also be lit.

  • Page 91: Other Esi-Link Features

    “jump” to the first location name that begins with one of the letters on that dial key. 3. Press ESI-DEX again. The phone will display the remote location’s Station Dex, where you can select a station or department, just as you would using the Station Dex for your location.
  • Page 92 Call forwarding Here’s how to program call forwarding to a remote location extension, mailbox, or department. On an ESI phone with a two-line display 1. Press a programmed call-forwarding key and a programmable feature key you have already set for the desired destination (whether it is an extension, a mailbox or a department).
  • Page 93 Additional members can be included; but, because of potential voice quality degradation, ESI recommends that conference bridges from no more than two remote locations be used for a conference call. To conference a remote location station: 1.

  • Page 94: Acd Agent Operation

    Calls go to the logged-on agent who has been idle for the longest time since answering his/her last ACD call. If all logged-on agents are busy, the ESI 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 95: Wrap Mode

    User’s Guide ACD agent operation Wrap mode If you have paperwork or other wrap-up activities after a call, you'll appreciate the system's wrap mode. While you're logged on as an agent, pressing the programmed wrap key (or placing the call on exclusive hold) prior to disconnecting from a call will set your station in wrap mode —...

  • Page 96: Display Indications

    (Continued) On an ESI phone with a two-line display, the call duration appears on the first line of the display. On an ESI phone with a three-line display, the call duration appears on the third line of the display.

  • Page 97: While Logged On: No Dnd, Monitor Mode, Call Forward, Or Programming

    User’s Guide ACD agent operation This shows how many calls are queued in the two ACD departments where the user is logged on. A wait (WT) countdown timer indicates the length that the longest-holding call has been holding. Pressing the NXT soft key while this appears takes the user to the next display indication.

  • Page 98: Acd Administrator Key

    Notes: While you’re logged on, your phone’s display will show the department’s call status (see “Display indications,” page I.3); however, department calls WON’T be directed to your extension. The number of ACD administrator keys which can be programmed per department depends on which ESI system you have: —...

  • Page 99: Analog Stations

    On internal station-to-station calls, the Caller ID display will show the extension number as the calling number, and the station name as the caller’s name. On Esi-Link calls, the Caller ID display will show the location number and extension as the calling number, and the remote location’s station name and “short name”...

  • Page 100: Transferring Calls

    User’s Guide Analog stations Transferring calls Transferring outside calls While connected to an outside call, FLASH and dial the extension number. Hang up immediately to perform a blind transfer; or, to perform a supervised transfer, wait until the called person answers, announce the caller, and then hang up.

  • Page 101: Call Waiting

    To drop either call, hang up while connected to the call to be dropped. When your phone rings, lift the handset and you will be reconnected to the other caller. Note: The ESI Communications Server doesn’t support call-waiting Caller ID on analog stations. Call hold This is used to place external callers on hold for retrieval from any station within the ESI phone system.

  • Page 102: Voice Mail Operation From An Analog Station

    If your system is using ESI Presence Management, consult the ESI Presence Management User’s Guide (ESI part # 0450-0793) to learn about additional, special functionality that may be available to you. If you’re not sure whether your system is using ESI Presence Management, consult...

  • Page 103: Retrieving Messages

    Analog stations Retrieving messages You can pick up messages from your station, when away from the office or from another user’s ESI phone. 1. Lift the handset, and then dial followed by your extension number. If calling from the outside, at the...

  • Page 104: Analog Station Programming

    User’s Guide Analog stations Analog station programming After logging into your mailbox (pressing followed by the mailbox number), dial 5 to program. 1 Select personal greeting Select the desired greeting number: 1, 2 or 3. The system will prompts to re-record, delete, hear, or select as the current greeting by pressing #.

  • Page 105: Pager Notification

    Analog stations Off-premises message delivery The ESI phone 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 the pager number.
  • Page 106 User’s Guide Analog stations 6 Off-premises message delivery 1 Delivery options 1 Delivery to phone number only 2 Notify pager only 3 Call phone first, then page 4 Call phone and page at the same time 0 No off-premises delivery 2 Phone delivery 1 Enter phone number Enter the phone number followed by # (24 digits maximum).
  • Page 107 User’s Guide Analog stations Urgent messages You can have all new messages delivered as explained in the previous discussion or only those marked as urgent. If you have enabled urgent messages as part of user programming, you must include, in your personal greeting, instructions to the caller to press 2 to mark the message as urgent.

  • Page 108: Index

    Paging through phones, E.16 Cascade notification mailbox programming, D.18 Zones, E.16 Conference calling, E.9 Password, C.5 Analog stations, J.2 Personal Dex. See Esi-Dex Esi-Link, H.10 Personal greetings, D.1, F.10, J.4 Day/night mode, F.14 Personal greeting keys, F.16 Dial tone, E.4 Reminder, F.10...

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