Inter-Tel Encore Installation, Programming And Maintenance Version 4 Manual

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Keysets
FEATURES
3
Function Keys
5.11There are four Function keys located directly above the Keyset’s display. Particular fea-
tures are grouped under these keys, as follows:
•HOLD H: This key allows you to put outside calls on hold. When calls are placed on
hold they can be retrieved from any Keyset (see page 3-30 for details).
•PROGRAM P: This key accesses the options available to customize your Keyset set-
tings and enter your personal speed-dial list. it also accesses system programming from
the Programming Extension.
•MESSAGE # : This key accesses Voice Messaging features (see page 3-20) and Dis-
play Messaging features (see page 3-39).
•DIRECTORY $ : This key allows you to dial system and personal speed-dial num-
bers. It also allows convenient dialing of the Service and Sales telephone numbers, if
programmed.
Keypad and the Keypad Edit Keys
5.12The keypad can be used to enter digits when dialing, or text when programming names
or messages. There are two Keypad Edit keys below the keypad. You can use these keys to
move left and right when entering names or messages, and to correct digits while dialing.
5.13 
To enter text when programming names or messages:
Press the keypad keys to enter the desired characters. The number of times a key is
pressed determines which character is entered. The letters you enter correspond to the
letters printed on keypad keys. A maximum of ten characters per name, including
spaces, may be entered.
 •For upper and lower case letters and numbers, press the corresponding key. For
example, press 2 once for A, twice for B, and so on. Pressing 2 continuously loops
through ABCabc2. For Q use 7 and for Z use 9. Pressing 1 enters only the digit “1”
or a space and pressing 0 enters only the digit “0” or a space.
 •Wait for two seconds for the cursor to move on or press the right Keypad Edit key
(
4) to move to the next location.
 •When programming a Speed-dial number, you may insert a pause of 1.5 seconds
between digits by selecting Pause on the display. (However, you cannot use a
pause as the first digit of the speed-dial number.)
Ringing Call/Message Waiting Light
5.14There is a red light on the top right corner of the Keyset. This light flashes when there is
an incoming call. It also lights up when a voice message has been left in your voice message
box.
Changing the Display Contrast
5.15The Keyset display has four contrast settings. The default setting is Level 3.
5.16 
to adjust the display contrast:
1.
Press the PROGRAM key.
2.Scroll to and select Contrast Options.
3.Select the desired Level to set a contrast option. The prompt Contrast Set appears on
the display.
4.Press the Speaker key to finish programming. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Keysets
Changing the Display Language
5.17The Keyset displays can be shown in English, Spanish, or French. The default language
is English.
5.18 
To change the language on the keyset display:
1.
Press the PROGRAM key.
2.Select Language. The choice of English, Spanish, or French is displayed
3.Select the desired language. The display changes automatically.
Programmable Keys/Line Keys
5.19There are eight Programmable keys across the top of your Keyset. These keys are pre-
programmed as Line keys.
 
5.20Each Line key is associated with a line, the first Line key with line 1 and so on, (as
many as the system has lines equipped). Pressing Line key 1 seizes line 1, returning a dial tone
and allowing you to dial an external telephone number. 
5.21The Line keys have a red light, which is lit on all Keysets when the associated line is
seized. When a call on a line is put on hold the associated Line key light flashes on all Keysets
(unless the system programming is changed from the default, see page 4-10).
5.22If you have fewer than eight lines, some Programmable keys will not be pre-pro-
grammed as Line keys. You can program these (and any existing Line keys, if desired) to acti-
vate other system features. 
5.23You can program the keys to use any feature code or extension number. If you assign an
extension number to a Programmable key, the light in the key will indicate the status of the
extension. When the extension is in use, the light will be lit.
NOTE: If you assign Open Door to a Programmable key, you will have to disconnect from a
Doorphone call before pressing the Open Door key.
5.24 To program the keys:
1.
Press the PROGRAM key.
2.Scroll to and select Key Programming.
3.Press the Programmable key to be programmed. A list of options appears on the dis-
play.
4.Select the feature to be programmed onto the key. If necessary, use the Scroll Down
(
) key to view the list of available features. For example, to program the key with an
extension number, select the Individual Digits option.
5.Press the Speaker key to finish programming. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Keysets
FEATURES
3
Hands-free Answering and the Speaker Key
5.25You can use the Speaker key to have a conversation without having to lift the handset.
Press the Speaker key to go off-hook, as if the handset were lifted, and use the Keyset speaker
and microphone in place of the handset. Pressing the key again goes back on-hook, as if the
handset were replaced.
5.26When you have the handset off-hook, pressing the Speaker key turns the speaker on and
allows other people in the room to hear the caller.
5.27The Speaker key has a red light, which is lit whenever the Speaker key has been pressed
to go off-hook or to turn on the speaker.
5.28You may program your Keyset to work in Handsfree Answer mode. In this mode, when
you receive an internal call the Speaker key light flashes red, you hear a burst of tone, and the
call is connected automatically. You can speak to the caller without touching the Keyset.
5.29 
To enable or disable hands-free answering:
1.
Press the PROGRAM key.
2.Select Handsfree Answering.
3.Select the required option, Set H/free Answering or Cancel H/F Answering, to
set and cancel the Handsfree Answer mode respectively. On the display Handsfree
Answering On (or Off) will appear and then the display will revert to the Idle Menu. 
Vo l u m e  K e y
5.30You can adjust the speaker, handset, and ringing volumes separately.
1.To adjust the speaker volume, press the Vo l u m e key when in handsfree mode.
2.To adjust the handset receiver volume, press the Volume key when in handset mode.
3.To adjust the ringing volume, press the Vo l u m e key when the Keyset is ringing.
NOTE: Volume will increase/decrease by one level for every press of the Vo l u m e key.
Mute Key
5.31The Mute key can be pressed when you are using the handset or in handsfree mode.
When pressed, the other person on the call cannot hear you. The Mute key has a red light,
which is lit when mute is active.
Setting Ring Tones
5.32The Keyset can be programmed to use one of three ring signals to create distinctive
ringing. If extensions are placed close together, changing the pitch makes each extensions ring
easier to recognize.
5.33 
To set the ring tone on your keyset:
1.
Press the PROGRAM key.
2.Scroll to and select Ringing Options.
3.Select the desired To n e, which will cause the selected tone to sound.
4.Select Confirm to use the chosen tone. On the display Ring Type Set will appear and
then the display will revert to the Idle Menu.  
						

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Features
ENCORE MANUAL, Issue 4.0 
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Single-Line Sets
Using a Headset in Place of the Handset
5.34To use the Keyset with a headset you must first set the Keyset in Headset Mode. In
Headset Mode you use the Speaker key instead of lifting or replacing the handset.
5.35 
To enable or disable headset mode:
1.
Press the PROGRAM key.
2.Scroll to and select Headset Mode.
3.Select the required option, Headset On or Headset Off. Once selected, the display
will show the current mode and then revert to the Idle Menu. 
NOTE: The handset does not operate when the Keyset is in Headset Mode.
Adjusting the Keyset
5.36The Keyset baseplate allows you to adjust the Keyset at two angles, and at two heights,
as shown below. 
5.37There are retaining clips on the baseplate that allow it to be attached to the keyset at two
different angles. When the correct viewing angle has been selected, clip the baseplate onto
either the lower or upper slot on the underside of the Keyset.
B. SINGLE-LINE SETS
5.38Industry-standard, AC-ringing, single-line DTMF sets may be installed on an Encore
System. Single-line sets can be used at any extension. Extension 22 can be used for a long-line
extension (see page 2-26).
5.39Single-line set users access features simply by lifting the handset and entering a feature
code or by using a combination of a hookflash and a feature code. Detailed instructions are
given through this chapter.
Upper Setting
Lower Setting
Back view of baseplate
Side view of baseplate 
						

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Features
ENCORE MANUAL, Issue 4.0 
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Doorphone Units
FEATURES
3
C. DOORPHONE UNITS
5.40You can equip your Encore System with a Doorphone. The Doorphone has a button
which, when pressed, rings at programmed extensions, and has a microphone/speaker for com-
munication. With a Doorphone installed at the entrance or in your reception area, anyone visit-
ing your premises can call when they arrive and you can speak to them before you let them in.
See page 4-13 for programming information.
Doorphone Calls
5.41When a person presses a button on the Doorphone, a call is placed to the extensions
programmed to receive Doorphone calls. By answering the call, the extension user can talk
with the person at the door.
5.42The Doorphone Ring Duration timer controls the amount of time a Doorphone call will
continue to ring at the extensions. By default, it is set to 30 seconds. See page 4-12 for timer
programming.
5.43 
To answer a doorphone call:
Lift the handset and speak. There is no code to dial.
NOTE: An extension cannot make a call to a Doorphone
Optional Doorstrike
5.44The Encore System also has a doorstrike relay output, which can be used to operate a
strikeplate mechanism that allows users open the door from their extensions. See page 4-19 for
information on programming the extensions that can open the door.
5.45The doorstrike will remain open until the Open the Door timer expires (defaults to 5
seconds). See page 4-12 for timer programming.
NOTE: You must purchase the doorstrike mechanism yourself and arrange for a qualified elec-
trician to install it. Also, for security reasons, be careful not to place an extension that can open
the doorstrike too close to a window or other point of access.
5.46 To open a door using the doorstrike:
•Keyset: 
When your extension is ringing with a Doorphone call, and you have a
doorstrike mechanism installed, the Open Door option will be displayed. If you
select the option, the doorstrike relay will operate and the call to the Doorphone
will be disconnected.
•Single-line: If you are on a call, perform a hookflash and dial 8 6. If you are not on
a call, just dial 8 6.
D. HOT LINE EXTENSIONS
5.47Extensions can be programmed to automatically dial a number when they go off-hook.
The number dialed can be an extension or an external number. No other features can be used at
a Hot Line extension. A common application for the Hot Line feature is for a fax or modem.
External paging equipment (a paging amplifier and speaker) can be connected to any extension
connection in the system. Users can then make announcements over the external paging equip-
ment. See page 4-23 for programming information.
5.48 A common application for the Hot Line feature is for a fax or modem. The extension
can be set to automatically seize a line so the fax or modem does not have to dial 9. 
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Courtesy Service
6. COURTESY SERVICE
6.1The Courtesy Service is used in systems where there may be delays in answering calls,
and the customer wants to ensure that callers do not hang up before someone answers their
call.
6.2If a call rings on a line programmed for Courtesy Service, and it is not answered by an
extension within a programmed time (30 seconds by default), the call is automatically
answered and a greeting is played. See page 4-12 for timer programming (page 5-40 if using
RMS).
6.3This service is available, with a standard greeting, on all systems. If the standard greet-
ing is used, the caller hears one of the following: 
•During Day Mode the caller will hear, “Thank you for calling. Your call will be
answered shortly. Please hold.
”
•During Night Mode the caller will hear, “Thank you. There is no one available to take
your call at the moment.
 Please call back during office hours.”
NOTE: If a caller hangs up the call will be held by the system until it is either picked up inter-
nally or the system times out after one minute. 
6.4If the system is equipped with a Voice Module (as described on the next page), you can
customize the greeting. When the Courtesy Service is programmed, you can select the system-
provided standard greetings, shown above, or the custom Voice Messaging Module greeting (if
you have one). See page 4-28 for programming information and page 4-11 for information on
recording the greetings.
NOTE: If Courtesy Service is active on one port, then the next call (answered by Courtesy Ser-
vice) will also be presented to the same port. Courtesy Service will never occupy both ports. In
the previous operation of Auto Attendant, (where, if it was not available to answer) the call
would be answered by internal courtesy source, as a back-up, it no longer applicable. This
allows you to enable External Music on Hold when Auto Attendant is enabled on the system.
ALSO: If the Voice Messaging options are enabled in Extension Programming, the Forward on
No Answer timer will effect how the Courtesy Service message plays before the call is for-
warded to voice messaging. 
6.5While the message is playing, the call continues to ring as an incoming call until an
extension answers it or the call is automatically disconnected by the system.
6.6While the system is in Day Mode, if both Music-On-Hold and Courtesy Service are
programmed, the Courtesy Service message and music will be played in rotation to callers on
hold. In Night Mode, the Courtesy Service message and hold tones will be played in rotation.
6.7If the call is not answered within three minutes, it is connected to the system message
box. This allows a caller to leave a voice message (if the Voice Module is installed).  
						

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Features
ENCORE MANUAL, Issue 4.0 
– July 2002
Voice Messaging Module Features
FEATURES
3
7. VOICE MESSAGING MODULE FEATURES
7.1A Voice Messaging Module can be installed in the Encore KSU to provide Automated
Attendant service, Answering Machine service, and customized Courtesy Service greetings, in
addition to Voice Messaging. Each extension can be assigned a voice message box. See page 4-
21 for programming information
7.2There are two ports on the Voice Messaging Module. Both ports are assigned dynami-
cally on a “first come, first serve” basis, as needed. Extensions may be forwarded to Voice
Messaging and extension users can transfer calls to their voice message box.
NOTE: Messages are saved on the Voice Messaging Module, but the amount of messages is
kept on the KSU. If the Voice Messaging Module is removed from a system and then re-con-
nected to the same system, the messages and greetings are retained. If a Voice Messaging
Module with messages and greetings is installed in a different system, it responds erratically
(e.g the KSU has a record of 10 message and the VM card has a record of 8 messages, the
system will try to play messages that do not exist, and users will hear “end of message.”) It is
recommended that when a Voice Messaging Module is removed or replaced, a cold reset
should be performed so that old messages are not retained. 
A. AUTOMATED ATTENDANT
7.3The Automated Attendant feature allows calls to ring directly through to an extension,
provided that the caller knows the extension number of the person they wish to contact. A
Voice Messaging Module must be installed for this feature to operate. See page 4-30 for pro-
gramming information.
7.4When a call arrives on a line programmed for Auto Attendant, the call is answered for
the programmed time period (unless the timer is set to one or less then five seconds), then the
Automated Attendant answers the call immediately. Because there is full access to both ports,
the Auto Attendant restriction on port one is removed. If both ports are not available, the call
rings the incoming ring group for the line until answered or a port becomes available. The
caller will hear a pre-recorded greeting or a customized greeting. See page 4-11 for informa-
tion on recording the greetings. The pre-recorded greetings are as follows:
•When the system is in Day Mode, the caller will hear, “Thank you for calling. If you
know the extension you wish to contact, please dial the number. If you require assis-
tance please wait or dial 0.
” (If the caller presses 0, all stations programmed to ring for
that line will ring.)
•When the system is in Night Service, the caller will hear, “Thank you for calling. There
is no one available to handle your call at the moment. If you wish to contact a particu-
lar extension, please dial the number.” 
NOTE: If Courtesy Service is active on one port, then the next call (answered by Courtesy Ser-
vice) will also be presented to the same port. Courtesy Service will never occupy both ports. In
the previous operation of Auto Attendant, (where, if it was not available to answer) the call
would be answered by internal courtesy source, as a back-up, it no longer applicable. This
allows you to enable External Music on Hold when Auto Attendant is enabled on the system.
7.5The caller then dials the extension number from their DTMF telephone. The system
will wait ten seconds for the caller to dial the first digit and a further four seconds for the sec-
ond digit. If the digits are not received within that time, or an incorrect extension number is
dialed, the call will ring in as a normal incoming call.
7.6When the caller enters the extension number correctly, the extension will ring. If it is
not answered within 30 seconds, or if the extension is busy, the call will ring as a normal
incoming call. To set the auto-attendant timer, refer to page 5-40 (using RMS), or refer to
page 4-12 (using keyset programming).  
						

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ENCORE MANUAL, Issue 4.0 
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Answering Machine
B. ANSWERING MACHINE
7.7This service acts as an answering machine. It can be used for answering incoming calls
and record messages for selected lines. You can also select how long a call rings before the
Answering Machine answers. See page 4-28 for programming information and page 4-12 for
timer information.
7.8All messages received by the Answering Machine are stored in a system voice message
box, which is controlled by Extension 20. The user at Extension 20 can do the following:
•Customize the greeting for the message box. The greeting may ask callers to dial an
extension number, in which case the call will be transferred through to that extension.
•Turn the Answering Machine service on and off at any time. (Its operation is indepen-
dent of Day/Night Mode operation.) If desired, this feature can be turned on perma-
nently, so that unanswered calls are sent to the Answering Machine. (See page 4-12 for
timer programming.) 
NOTE: If a call is received when the Voice Module storage is full, it will not be possible to store
any further messages. In this case the caller will hear, 
“Thank you for calling. There is no one
available to handle your call at the moment. If you wish to contact a particular extension, please
dial the number.”
C. VOICE MESSAGING
7.9Extensions can be provided with voice message boxes. When an extension user for-
wards calls to his or her message box, the voice message box answers all internal and outside
calls that are placed directly to the extension. (Examples of external calls placed directly to the
extension are Automated Attendant calls and calls directed to the extension based on Caller
ID.) Messages can be up to 180 seconds long, and the system can store up to 50 messages per
mail box.
7.10An extension must be allocated a voice message box before it can use Voice Messaging.
When the system is first installed, extensions are not allocated a voice message box.
NOTE: All messages, which have been retrieved or played, are permanently deleted after eight
days. Messages that are not retrieved are deleted after 15 days.
ALSO: If the mail box is full and messages are not deleted, internal callers trying to leave a
message will get busy tone (voice mail busy). External callers trying to leave a message will get
ring-back tone and will not be able to leave a message. The Programming Line key LED will be
lit, indicating that there is an incoming call in progress.
Forwarding Calls to Your Voice Message Box
7.11You turn on voice messaging by forwarding calls to the Voice Message extension
(Extension 38).
•If “Forward All Calls” is activated, all calls will be answered by the voice message box.
•If “Forward On No Answer” is activated, calls unanswered after four rings will be
answered by the voice message box.
•If “Forward When Busy” is activated, calls received when your extension is busy will
be answered by the voice message box.
7.12For information on how to forward calls, see page 3-33. 
						

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Features
ENCORE MANUAL, Issue 4.0 
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Voice Messaging
FEATURES
3
Accessing Your Message Box
7.13If new voice messages have been left in your voice message box, the Message Waiting
Light, located on the top right corner of your Keyset, will be on. In addition, the top line on
your Keyset display will show “New Voice Messages.” (When messages are left for a single-
line telephone, there is no indication given to the telephone. You should regularly access the
voice message box to check for messages.)
7.14 
To access your voice message box from a keyset: 
1.
EITHER, Select New Voice Messages from the display.
OR, Press the MESSAGE 
# key and select Voice Messaging from the display.
2.Enter your voice message box number (which is usually your extension number).
3.Enter your voice messaging password (1111 by default), followed by #.
4.You have the following options:
 •Play: Plays any messages waiting in your message box. Each message is preceded
by a time stamp telling you when the message was received. You may skip the time
stamp by dialing 8, which jumps forward ten seconds. While replaying your mes-
sages the following options are available:
 – Forward Message: Enter the extension number to send the message to
another extension’s message box.
 – Next Message: Skip to the next message.
 – Return Call: Automatically place a call to the extension that left the message.
If the Caller ID for an external caller was received you can return a call to an
external number.
 •Delete All Messages: Erases all messages in your voice message box.
 •Greeting: Listen to or record your personal greeting, as follows: 
 – Record Greeting: Speak when prompted to record a personalized greeting.
When finished, press Confirm and then the Speaker key.
 – Replay Greeting: Replays your greeting automatically for you.
 •Change Password: Enter your own password, which can be up to eight digits
long. Enter your new voice messaging password. Then press Confirm and the
Speaker key to finish programming.
NOTE: If you forget your password, it can be viewed using the Programming
Extension (see page 4-22).
 •Monitor: Operate your message box in Monitor Mode. In this mode, when a call
is sent to your voice message box while your extension is idle, the call is relayed
over the speaker of your Keyset. If you lift your handset, you can intercept the call
and speak to the caller, in which case no message is left in the voice message box.
To enable or disable Monitor Mode, press the Scroll Down (
) key and select
Monitor when it is displayed. Then select Monitor On or Monitor Off. Press the
Speaker key to finish programming. 
 •Cancel: Exit from your voice message box. 
						

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ENCORE MANUAL, Issue 4.0 
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Voice Messaging
7.15To access your voice message box from a single-line set:
1.
Access your voice message box by dialing 8 8, followed by your extension number,
voice messaging password, and #.
2.When you hear your voice message box greeting, do one of the following:
 •To program your greeting or password: 
 –  Dial 9 1 to change the outgoing greeting. (Speak to record a personalized
greeting when prompted, then perform a hookflash or hang up.).
 –  Dial 9 2 to hear the current outgoing greeting.
 –  Dial 9 3 to delete the outgoing greeting.
 –  Dial 0 and enter a new password, up to eight digits, to change your voice mes-
saging password.
 •To play your messages, dial 1. Playback begins at the first message. Each message
is preceded by a time stamp telling you when the message was received. You may
skip the time stamp by dialing 8, which jumps forward ten seconds. While replay-
ing your messages the following options are available:
 –  Dial # to pause playback
 –  Dial 2 to save this message and move to the next message. You can store up to
50 voice messages.
 –  Dial 3 to delete this message and move to the next message
 –  Dial 4 to go back to the start of the message
 –  Dial 5 to go back to the previous message
 –  Dial 
6 to delete all messages
 –  Dial 7 to go back ten seconds
 –  Dial 8 to go forward ten seconds/Skip the time stamp
 –  Dial 9 + extension number to forward the message to another extension
 –  Dial 0 to return the call (This automatically places a call to the sender.)
Remote Access 
7.16In order to access your voice message box remotely, you must have your calls for-
warded to your voice message box. You must also have a line that rings at your extension
either directly or through the Automated Attendant service. 
7.17 
To access your voice message box from a remote location:
1.If a line is programmed to ring directly at your extension, 
dial the line number.
If you do not have a line ringing directly to your extension, dial in on the Automated
Attendant line. When you receive the Automated attendant message, dial your exten-
sion number and voice messaging password.
2.When you hear your voice message box greeting, dial 8 8. Use your voice message box
as described above for single-line sets. All options are available when calling from a
remote location, except “Return the Call.”