Inter-Tel Axxess Administrators Guide

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Multilingual Capability
MULTILINGUAL CAPABILITY
NOTE This feature must be enabled in Premium Features.
The AXXESS System provides a choice between English and Japanese prompts and displays.
The system selects the language to use for each call, as determined by the trunk, station, and
AXXESSORY Talk programming, as described below. Japanese prompts can be viewed only
on the Digital display keysets. Analog keysets do not support Japanese displays.
STATIONS
A station flag in database programming determines the language that will be used by each sta-
tion. If the station is programmed for English, all keyset displays will appear in English. Also,
when the station is used for calling an AXXESSORY Talk application, the voice prompts will
be in English (unless overridden, as described below). If programmed for Japanese, the dis-
plays will be in Japanese (Katakana) characters and the voice prompts will be in Japanese
(unless overridden). By default, all stations are set for English.
All displays and default messages in the system are provided in both English and Japanese.
Keyset-programmed messages, including those programmed through the Administrator’s key-
set, can include English or Japanese characters, or a combination. In displayed lists, such as
directories, the English characters are alphabetized before the Japanese characters. Therefore,
Japanese names will be at the end of the list, after the English names.
When programming a feature that requires a time and date, the English keyset user will enter
the date in the order “month, day, year” and the time in the order “time, AM/PM.” The Japa-
nese keyset user will enter the date as “year, month, day” and the time as “AM/PM, time.” The
displays show the time and date differently, as well. For example, the English display will
show the time and date as “12:25 TUE NOV 28” and the Japanese display will show “TUE 11/
28 12:25.”
TRUNKS
A flag in database programming determines the language that will be used by each trunk. If the
trunk is programmed for English, callers who reach an AXXESSORY Talk application will
hear the voice prompts in English (unless overridden, as described below). If programmed for
Japanese, the voice prompts will be in Japanese (unless overridden). By default all trunks are
set for English.
DO-NOT-DISTURB AND REMINDER MESSAGES
The system has default do-not-disturb and reminder messages in both English and Japanese.
However, the Japanese messages can be reprogrammed only through an Administrators station
or database programming (see page 14).
The language of the messages seen by the station user, both when programming his or her sta-
tion and when calling another station that is in do-not-disturb, are determined by the stations
programmed language. That is, if a station is programmed for Japanese, the user will see only
Japanese messages when programing a message. If a Japanese-programmed station calls an
English-programmed station that has selected do-not-disturb message 02, the Japanese stations
user will see the Japanese version of message 02. NOTE: Only Digital keysets can be used for
viewing Japanese prompts. Analog keysets do not support Japanese displays.
When do-not-disturb or reminder messages are reprogrammed, the programmer should attempt
to keep the meanings for the messages in both lists the same. That is, if the English do-not-dis-
turb message 02 is changed to “PA G E  M E ,” a similar message should be programmed for the
Japanese do-not-disturb message 02. 
						

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Change Language Feature Code
CHANGE LANGUAGE FEATURE CODE
A station user can change the assigned language for the station by entering the Change Lan-
guage feature code only when the station is idle.
T
O CHANGE THE STATION’S LANGUAGE:
Keyset: Enter the Change Language feature code (301) to change your station between
English and Japanese, as desired. The display changes to the current language. 
Single-Line Set: Lift the handset and enter the Change Language feature code (301) to
change your station between English and Japanese, as desired. (To verify the current
language, you can call an AXXESSORY Talk application that does not override the
device language.)
A keyset user can assign the Change Language feature code to any user-programmable key.
Changing a keyset’s language automatically changes any display. For example, if a station
changes from English to Japanese while in do-not-disturb mode with message 02, the display
would change from English message 02 to Japanese message 02. NOTE: Only Digital keysets
can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Intercom Calls
INTERCOM CALLS
The intercom can be used to place station-to-station calls that can be answered handsfree. Or, it
can be used to place private (non-handsfree) calls. A station user that reaches a busy station
can camp on, request a callback (queue), leave a message, or use the Off-Hook Voice
Announce feature (if enabled). Other features that apply to both outside and intercom calls, as
described later in this section of the manual, include placing calls on hold, call waiting, call
transfer, reverse transfer, and call forwarding.
The network allows handsfree intercom calls when calling from one node to another, unless the
call camps on to the node before being sent to the other node.
PROGRAMMING FOR PRIVATE INTERCOM CALLS
A station user can place private (non-handsfree) intercom calls by pressing the pound (#) key
before dialing the extension number. Or, the station can be programmed to always send and/or
receive private calls using the Ring Intercom Always or Handsfree Disable features.
Ring Intercom Always
A station user can always place private calls by programming the station with the Ring Inter-
com Always feature code. While this feature is enabled, the called party hears repeating double
tones and must lift the handset (or press the SPKR key, ANSWER key, or IC key) to answer.
(If the station does not have an IC key, the call will appear under a Call key.)
In the default database, all single-line stations have this feature enabled.
T
O TURN RING INTERCOM ALWAYS ON OR OFF:
Keyset: While on hook, enter the Ring Intercom Always On/Off feature code (377).
The display shows RING IC ALWAYS ON (or OFF).
Single-Line Set: Lift the handset. Enter the Ring Intercom Always On/Off feature
code (377).
Keyset Handsfree Enable/Disable
A keyset user can always receive private calls by disabling the keyset Handsfree Answering
feature using the Handsfree On/Off feature code, as described in the following paragraph. The
keyset user hears repeating double tones when receiving an intercom call and must lift the
handset (or press the SPKR, ANSWER, or IC key) to answer while Handsfree Mode is dis-
abled.
T
O ENABLE OR DISABLE HANDSFREE MODE:
While on hook, enter the Handsfree On/Off feature code (319). The display shows
HANDSFREE MODE ON (or OFF).
NOTE FOR SINGLE-LINE SET USERS: When the procedures tell you to hookflash,
quickly press and release the hookswitch. If you press the hookswitch to hang up, hold it
down until the SL Hookflash Maximum timer expires (default value is 1.2 seconds); other-
wise, the system recognizes it as a hookflash.  
						

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Station-To-Station Calling
STATION-TO-STATION CALLING
Receiving Intercom Calls
T
O RE C E I V E AN INTERCOM CALL ON A KEYSET:
If you hear a double tone and a call announcement (handsfree call), and the SPKR key
is lit, respond handsfree or lift the handset. (Display keysets show IC TO [username]
to identify the source of the call.)
If you hear repeating double tones (private call), lift the handset, or press the SPKR,
ANSWER, or IC key to respond handsfree. (Display keysets show INTERCOM CALL
FROM [username] to identify the source of the call.)
Executive Digital Keysets: Instead of answering the call, you may press one of the
following menu keys:
—SEND TO V-MAIL: This option appears only if you have an AXXESSORY
Talk mailbox. Pressing this key sends the call directly to your mailbox greet-
ing.
—IC CALL TO DND: Pressing this key will send do-not-disturb tones to the
caller and allow you to program a do-not-disturb message. If using a display
keyset, the caller will see DO-NOT-DISTURB. (See page 189 for detailed
instructions on using Do-Not-Disturb.)
T
O RE C E I V E AN INTERCOM CALL ON A SINGLE-LINE SET:
When you hear repeating double tones, lift the handset.
T
O RE C E I V E A TRANSFERRED-TO-HOLD INTERCOM CALL:
NOTE If the station does not have an IC key, the call will appear under a Call key.
Keyset: When the IC key (or Call key) is fluttering and the display shows [calling sta-
tion] TFR FROM [transferring station], lift the handset and press the IC key (or Call
key). Or, while on hook, press the IC key (or Call key) to speak handsfree. You are
connected to the caller. (Executive Digital Keyset users have the same menu key
options as described for a ringing intercom call.)
Single-Line Set: When you hear a page announcing that a call is holding at your sta-
tion, lift the handset (at your station) and enter the Individual Hold feature code (336).
You are connected to the caller. 
						

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Station-To-Station CallingPlacing Intercom Calls
When placing an intercom call, begin dialing before the Dial Initiation timer expires. If the
timer expires, the system drops the connection and sends reorder tones. 
T
O PLACE AN INTERCOM CALL:
NOTE In the procedure below, if you want to place a private (non-handsfree) call to a keyset,
press the pound (#) key before dialing the extension number.
  (1)Standard or Basic Keyset:
To use the handset: Lift the handset. The display shows ENTER EXTENSION NUM-
BER.
To use the speakerphone: Skip to step 2 (begin dialing). The SPKR key lights. The
display shows ENTER EXTENSION NUMBER.
Executive Digital Keysets: Lift the handset or begin dialing as described above. The
display shows ENTER EXTENSION NUMBER. You may press one of the following
menu keys:
—IC DIRECTORY: Press this key to use the Intercom Directory feature. Refer to
page 181 for instructions.
—OUTSIDE CALL: If you would rather make an outside call, press this key and
refer to the instructions on page 135.
Single-Line Set: Lift the handset. (If the DTMF decoders are busy, you hear silence.
Hang up and try again.)
  (2)Dial an extension number. The number can be 0 for the attendant, a station extension
number, or a hunt group pilot number. (Display keysets show the number dialed.) If you
dial too slowly, the Interdigit timer may expire and you will hear reorder tones. One of
the following will occur:
a.If calling a handsfree keyset station, speak after you hear a double tone. The dis-
play shows IC TO [user name].
b.If placing a private call or calling a single-line station, a hunt group, or a keyset
with handsfree disabled, you hear repeating double tones until the call is answered.
The display shows CALL RINGING FOR [user name]. When the call is answered,
the display shows IC TO [user name]. Executive Digital Keyset users can press
one of the following menu keys while the call is ringing:
—LEAVE MESSAGE: This key appears only if you have called a station. Press
this key to leave a message waiting indication at the station. Refer to page 129
for details.
—LEAVE VOICE MAIL: This key appears only if the called station has an
AXXESSORY Talk mailbox. Press this key to call the stations AXXESSORY
Talk mailbox.
c.If you dial an invalid number, you hear reorder tones. Display keysets show
INVALID NUMBER. If you do not have an assigned attendant and you dialed 0,
the display shows NO ATTENDANT PROGRAMMED. If you dialed a hunt group
number with no assigned stations, the display shows NO MEMBERS IN HUNT
GROUP. 
						

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Station-To-Station Calling d.If the called station is busy, the display shows [username] IS BUSY. You have the
following options (in addition to the Executive menu keys described above):
1.Disconnect: Hang up and try later. If dialing handsfree (keysets only), press
the SPKR key to disconnect.
2.Camp on: Do not hang up, your call camps on. When the called station is
available, a private call is placed. Refer to paragraph  on the next page for
details.
3.Request a callback (queue): This is similar to camping on except that you
hang up and wait for the busy station to be available. For more information,
refer to paragraph 15.18. Executive Digital Keyset users can press the
QUEUE menu key.
e.If you hear a repeating signal of four fast tones and a pause, the station is in do-
not-disturb. You can use the Queue Callback feature or, if enabled on your keyset,
use the Do-Not-Disturb Override feature to place a non-handsfree call to the station
by pressing the Special key   and entering the Do-Not-Disturb Override fea-
ture code (373) or pressing the Executive Digital Keyset OVERRIDE DND menu
key. 
f.If the called station is busy, in do-not-disturb, or there is no answer, you can leave
a message waiting indication with the station itself or with the station’s message
center. For details, refer to page 129. (Executive Digital Keyset users can press the
LEAVE MESSAGE or LEAVE VOICE MAIL menu key.)
g.If the called station is a busy keyset, and if all the necessary conditions for OHVA
are enabled, you can complete the call using the Off-Hook Voice Announce fea-
ture. For a complete explanation of this feature, refer to page 133.
∞ 
						

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Intercom Camp On And Queue Callback
INTERCOM CAMP ON AND QUEUE CALLBACK
Camp-on and queue requests allow the caller to wait for an available resource. A station user
waiting for a specific resource (a trunk or a station) will be served before a station user waiting
for a group that contains that specific resource (trunk group or hunt group). This includes
camped on Emergency Call feature (911) calls – if the Emergency Call feature uses a trunk
group, requests for specific trunks will be processed ahead of the emergency call.
Camp On
When a station user calls a busy station or hunt group, the system sends a busy signal. The
caller can wait off hook to camp on (after the Camp-On timer expires) and hear music while
waiting until the called station is available. The system periodically sends call waiting signals
to the busy station(s). 
A user can camp on to busy stations on other nodes and will hear the other nodes music-on-
hold while camped on.
If a station enables do-not-disturb while an intercom call is camped on, the camped-on caller is
removed from the camped on state and that caller receives do-not-disturb indications (see
page 147). Intercom callers cannot camp on to a station that is in do-not-disturb.
T
O CAMP ON TO AN EXTENSION NUMBER:
If you hear a busy signal when calling an extension number and wish to camp on, do
not hang up. You hear music (if enabled) while camped on. When the station is avail-
able, a private call is automatically placed and you hear repeating double tones until
the call is answered. The display shows WAITING FOR [username].
Executive Digital Keysets: You may press one of the following menu keys:
—LEAVE MESSAGE: This key appears only if you have called a station. Press
this key to leave a message waiting indication at the station. Refer to page 129
for details.
—LEAVE VOICE MAIL: This key appears only if the called station has an
AXXESSORY Talk mailbox. Press this key to call the stations AXXESSORY
Talk mailbox.
—QUEUE: Press this key to request a callback when the resource is available, as
described below. 
						

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Intercom Camp On And Queue Callback Busy Station Queue Callback
When a called station is busy or in do-not-disturb, the caller can request a callback (queue) and
hang up until the station is available. This can be done even if the call camps on. Each station
can have only one active queue callback request at a time.
The Queue Callback feature can also be used when calling a hunt group if all stations are
unavailable.
A user cannot queue onto busy resources on another node.
Queue callbacks must be answered before the Queue Callback timer expires. If a callback is
not answered, the queue is cancelled. If the station is busy when called back, the queue request
is placed behind any other waiting queue requests.
Queue callbacks do not follow forwarding and are not blocked by do-not-disturb mode.
T
O REQUEST A CALLBACK FROM A STATION:
  (1)Keyset: When you hear a busy signal or do-not-disturb signal (a repeating signal of
four fast tones and a pause) when calling an extension number, press the QUEUE menu
key or press the Special key   and enter the Queue Callback feature code (6) and
hang up. The display shows QUEUE REGISTERED FOR [username].
Single-Line Set: When you hear a busy signal or do-not-disturb signal when calling an
extension number, hookflash and enter the Queue Callback feature code (6). Then hang
up.
  (2)When the queued station is available, your station will ring. (Display keysets show
[username] IS NOW AVAILABLE.) Lift the handset or press the ANSWER key. A pri-
vate call is automatically placed to the queued station.
Executive Digital Keysets: You may press one of the following menu keys:
CANCEL QUEUE: To cancel the queue request, press this key without lifting the
handset.
ANSWER: You may press this key instead of lifting the handset to answer the
queue callback using the speakerphone.
T
O CANCEL A QUEUE REQUEST (BEFORE THE QUEUED STATION BECOMES AVAILABLE):
Keyset: While on hook, enter the Queue Callback feature code (6). The display shows
QUEUE REQUEST CANCELED.
Single-Line Set: Lift the handset, enter the Queue Callback feature code (6), and hang
up.
∞ 
						

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Inter-Station Messages
INTER-STATION MESSAGES
Intercom callers may leave a message waiting indication if a called station is busy, if there is
no answer, if the station is in do-not-disturb, or when they are connected to or placed on hold
by another station. Users are allowed to leave message for, and respond to messages from,
users on other nodes. There are two messaging options:
•Have the called party return your call. (Display keysets show the source and time of
the message.) When the called party responds to the message indication, a call is auto-
matically placed to your station.
•Leave a message with the called party’s message center. (Display keysets show that a
message was left with the keyset user’s assigned message center.) When the called party
responds to the message indication, a call is automatically placed to his or her message
center.
To signal that a message is waiting, a called keyset’s MSG key flashes and the display shows
the number of waiting messages. Each time the MSG key is pressed, the display shows the
message source for each of the waiting messages in the order they were received. For messages
from stations, the display shows MSG: (station) and the date and time of the message. For
messages from AXXESSORY Talk mailboxes, the display shows XX MESSAGES FROM
MBOX XXXX to indicate the number of waiting messages in each mailbox that left a mes-
sage. (This is especially helpful at stations with multiple mailboxes.) For single-line sets, a sys-
tem programming option can be enabled that sends six short message waiting tones when the
user lifts the handset or presses the hookswitch.
Any station, AXXESSORY Talk application, hunt group, or off-node device can be designated
as the message center for a station. However, a station cannot be programmed as its own mes-
sage center.
If the designated message center is a voice mail hunt group, the voice mail hunt group is called
after the Message Wait timer expires. When the voice mail unit answers the call, the called
partys “mailbox” is automatically dialed. The caller can then leave a message in the mailbox.
The called partys MSG key flashes and the message display will indicate that the message was
left by the voice mail hunt group.
Each station user can leave message waiting indications at more than one station. If more than
one message is received from one station, the message display will show only the first message
and all other requests will be ignored.
When a station is forwarded or has system forwarding, and a caller leaves a message waiting
indication after calling the forwarded station, the message indication appears at the original
station instead of the station that received the forwarded call.
LEAVING MESSAGES
TO LEAVE A MESSAGE WAITING INDICATION:
  (1)When calling a station, if you hear a busy signal, do-not-disturb signal (repeating signal
of four fast tones and a pause), or the call is not answered:
Keyset: Press the MSG key or press the Special key   and enter the Message
feature code (365). The station will receive a message waiting indication. The display
shows HANG UP OR WAIT FOR MESSAGE CENTER.
Single-Line Set: Hookflash and enter the Message feature code (365).
  (2)To have the called party call you: Hang up or press a trunk key or the IC key to dis-
connect before the Message Wait timer expires. The display shows MESSAGE LEFT
FOR [username].
∞ 
						

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Leaving Messages To leave the message with the called party’s message center: Do not hang up. When
the Message Wait timer expires, a private call is automatically placed to the called
party’s message center. (If the message center is a voice mail hunt group, the called
party’s mailbox is automatically dialed after the voice mail unit answers the call.)
Leave your message with the message center and hang up. The called station receives
message waiting indications. If the message center does not answer the call (that is
placed after the timer expires), the display will show that the message was from your
station and you will be called when the station user responds to the message indica-
tions. The display shows MESSAGE LEFT FOR [username].
NOTE If the station you are calling does not have a designated message center, you
will hear dial tone immediately after pressing the MSG key. The station will receive a
message waiting indication.
Silent Messages
Silent messages can be placed while on or off hook without making an intercom call to the sta-
tion. (This method should be used by analog voice mail units.) 
T
O LEAVE A SILENT MESSAGE:
Executive Digital Keyset: While on hook, press the MSG key. Then press the LEAVE
MESSAGE menu key. The display shows LEAVE MESSAGE ON EXTENSION.
Enter the desired extension number. The number is shown on the display. (If desired,
you can press the IC DIRECTORY menu key to use the intercom directory to look up
a number. Refer to page 181 for instructions.)
Other Keysets: While on hook, enter the Silent Message feature code (367). Then dial
the extension number of the desired station.
Single-Line Set: Lift the handset and enter the Silent Message feature code (367).
Then dial the extension number of the desired station and hang up.
Canceling A Message Waiting Indication That You Left
Occasionally, you may wish to cancel a message waiting indication that you left, before the
station user responds to the message. If the message was left with the station’s message center,
you cannot cancel the message waiting indication; only the message center can cancel that
message. Use the procedure outlined below to cancel a message that you left.
T
O CANCEL A MESSAGE YOU LEFT:
  (1)Executive Digital Keyset: While on hook, press the MSG key. Then press the CAN-
CEL MESSAGE menu key. The display shows CANCEL MESSAGE ON EXT#. (If
desired, you can press the IC DIRECTORY menu key to use the intercom directory to
look up a number. Refer to page 181 for instructions.)
Other Keysets: While on or off hook at your station, enter the Cancel Message feature
code (366). (Display shows CANCEL MESSAGE ON EXT #).
Single-Line Set: Lift the handset and enter the Cancel Message feature code (366).
  (2)Enter the extension number of the station that has the message indication that you wish
to cancel. You hear intercom dial tone if off hook, or confirmation tone if on hook. The
display shows MESSAGE CANCELED FOR [username]. (If a message was not
present at the called station, you hear reorder tones and the display shows NO MES-
SAGES TO CANCEL.)