Mitel 8500 manual

Model 8500 User Guide[...]

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1 Q UICK R EFERENCE G UIDE TO F REQUENTLY U SED F EATURES These are the basic instructions for the most freq uently used telephone and voice mail features for Inter -T el endpoint s. For detailed information about these and other features, refer to the complete instructions in the appropriate user guide. P LACING AN I NTERCOM C ALL 1. Dial an exten[...]

2 P LACING A C O NFERENCE C ALL 1. While on the first call, pres s . The call is now on hold. 2. Place an intercom or outside call, then press the flashing button to place the call on hold. (If necessary , rep eat this step to place a third call on hold.) 3. Press the flashing button to join al l of the calls together in the con- ference. NOTE: Con[...]

3 P AGING 1. Lift the handset and press or dial . 2. Dial the desired pa ge zone number (0- 9). 3. After the tone, make your announcem ent and hang up. NOTE: The Page feature is not supported in SIP mode. T RANSFER RING A C ALL TO A N E XTENSION /O UT SIDE N UMBER 1. Press or . 2. Dial the desired exte nsion or telephone nu mber . 3. W ait for an a[...]

4 A CCESSING V OIC E M AIL M ESSAGES 1. Access your mailbox as d escribed on page 3 . 2. If E-Mail Reader is en abled for your mailbox, say “V oice Mail” or press . If E-Mail Reader is not enabled for your mailbox, skip this step. 3. Select one of the following: • Say “New” or press to listen to new messages. • Say “Saved” or press [...]

M ESSAGE O PTIONS * Below is a summary of the options you can use when accessing messages, after playing messages, and when recording voice mail messages. * Message options var y based on media type . F EATURE C ODES * *Some feature cod es may not apply to yo ur endpoint. For a list of fe ature codes specific to your endpoint, consu lt the user gui[...]

R EMOTE F EATURE A CCESS Remote Feature Access allows you to chang e your station password, place your endpoint in Do-Not-Disturb mode, and forward calls from another endpoint or through a special dial-up line. If you do not hear a tone after each step, or if you hear repeating tones, you have made a mistake or the feature is restricted. S tart ove[...]

Notice This Inter-T el ® user guide is released by Inter-T el, Inc. as a guide for end-users. It pro- vides information necessary to use the Model 8 500 endpoint. The co ntents of this user guide, which reflect curre nt Inter-T el standards, are subject to revision or change without notice. Some features or applications men tioned may require a fu[...]

P RODUCT D ISPOSAL I NSTRUCTIONS This symbol indicates that the prod uct is classified as electrical or electronic equipment and should not be disposed of with other com- mercial or household waste at the en d of its working life. For appro- priate disposal a nd recycling instru ctions, co ntact your lo cal recycling authority or Inter- T el provid[...]

iii ©Inter-T el, Inc. March 2006 printed in US CONTENTS P AGE T able of Contents FINDING Y OUR W AY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Wel come. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About[...]

iv CONTENTS P AGE MOVING ON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Setting End point Preferen ces . . . . . . . . . . . . . . . . . . [...]

1 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY Finding Y our Way SECTION CONTENTS P AGE Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About Your Endpoint . . . . . . . . . . . . . . . . . . .[...]

2 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY W ELCOME Y our new Model 8500 provides acc ess to se veral feature s, each of which is described in this guide. The About This Guide section below lists the dif ferent sections in this user guide and describes the type of information you can find there. If you need to access information quick[...]

3 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY A BOUT Y OUR E ND POINT Y our endpoint has two basic ty pes of buttons in addition to a Message Indicator lamp. • Dialpad Buttons: Allow you to enter numbers and letters. • Feature Buttons: Provide quick a ccess to various telephone and voice mail fea- tures. NOTE: This is the default con[...]

4 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY Feature Button Functions The feature buttons are designed t o automate some of the commonl y-used functions, such as dialing an outside number . Each of these is described in the table below . In addition to the buttons identified in the preceding table, yo ur endpoint has a Spe- cial button [...]

5 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY Message Indicator Lamp The Message Indicator lamp (located at the top, right corner of the endpoint) shows the same indications as th e button. Th e Message Indi cator lamp flashes when- ever there is a waiting message. NOTE: By default, the message lamp is programmed to light when you receiv[...]

6 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY Inter-T el voice mail systems support the fol lowing types of mailboxes: • Advanced Mailbox: If E-Mail Reader is enabl ed for your mailbox, you have access to voice mail, e-mail, and fax messages in your mailbox. Y ou can also cus- tomize your personal mail box options, and access adva nced[...]

7 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY Enterprise Messaging Enterprise Messaging (EM) is the Inter-T e l messaging system that uses industry-stan- dard protocols for co mmunication and m essaging. EM unifies co mmunication and messaging by providing access to voice mail, fax, and e-mail messages in your mail- box. The EM system pr[...]

8 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY Automatic S peech Recognition (ASR) Automatic Speech Recognition (ASR) is a feature available for systems using EM. Because ASR is a very flexible feature, it can be enabled or disabled on several differ- ent levels. When ASR is enabled for your mailbox, you can issue sp oken commands to navi[...]

9 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY W HAT Y OU S EE AND H EAR As you can see, your Model 850 0 and tele phone system come equipped with many features. T o help you understand what ever ything means, it is recommended that you read the following information before you use your endpoint: • Y our telephone system may b e program[...]

10 Inter-T el ® Model 8500 User Guide FINDING Y OUR W AY S OF TWARE C OMP ATIBILITY Depending upon which software version your telephone system is using, some of the features included in this guide may not be available for your endpoint. Check with your system administrato r to see which software version your telephon e system cur- rently uses and[...]

11 Inter-T el ® Model 8500 User Guide GETTING ST ARTED Getting Star ted SECTION CONTENTS P AGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Adjusting Your Endpoint’s Viewing Angle . . . . . . . . . . . . . . . . 12 Setting Up Voice Mail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . [...]

12 Inter-T el ® Model 8500 User Guide GETTING ST ARTED I NTRODUCTION Now that you know what yo ur Model 8500 endpoint can do, it’ s t ime to start using it. In this section, you’ll learn how to make and receive calls, transfer calls, retrieve voice mail messages, and much more. A DJUSTING Y OUR E ND POINT ’ S V IEWING A NGLE Y our Model 8 50[...]

13 Inter-T el ® Model 8500 User Guide GETTING ST ARTED S ETTING U P V OICE M AIL T o begin using your mailbox yo u will need to com plete a few basic set -up procedures to initialize your mailbox, customize your personal greetings, and record yo ur voice mail directory name. NOTE: If your telephone system uses Enterpri se Messaging (EM), your mail[...]

14 Inter-T el ® Model 8500 User Guide GETTING ST ARTED 6. After the tone, record your first and last names. 7. When pr ompted, do one of the following: • Say “Accept” or press again to accept the name. • Say “Replay” or press to replay the name yo u just recorded. • Say “Append” or press to add to your name. • Say “Re-record?[...]

15 Inter-T el ® Model 8500 User Guide GETTING ST ARTED T o record/change your personal gr eeting: 1. Access your mailbox as d escribed on page 30 . 2. Say “Personal” or press to se lect the Personal Options Menu. 3. Say “Greeting” or press to record or change your personal greeting. 4. Do one of the following: • Say “Primary” or pres[...]

16 Inter-T el ® Model 8500 User Guide GETTING ST ARTED M AKING AND R ECEIVING C ALLS Making and receiving calls is the basic purpose of any endpoint. W ith your Model 8500 endpoint, you can make/receive intercom and outside calls and make emer gency calls. Intercom Calls Y our extension number allows other people to place intercom calls to you, wi[...]

17 Inter-T el ® Model 8500 User Guide GETTING ST ARTED If there is no answer or if the endpoint is busy when you place an intercom call, you can do any of the following: • T o leave a statio n message: Press and then hang up. • T o leave a voice mail message : Press and wait for the message center to answer . (See page 29 for mo re message opt[...]

18 Inter-T el ® Model 8500 User Guide GETTING ST ARTED T o redir ect a ringin g call to anoth er extension or to an outside number: 1. Press and dial . 2. Enter the extension or outside number to which y ou want to redirect the call. See page 25 for more infor mation. If the Of f-Hook V oice Announce f eature is enabled for your endp oint, when yo[...]

19 Inter-T el ® Model 8500 User Guide GETTING ST ARTED T o request a callback (queue on to the li ne) if all outgoing lines are busy when you try to call out: When you hear busy si gnals, press and hang up . When the line is av ailable, your endpoint rings. T o cancel the queue reques t be fore your en dpoint rings: Press . When dialing the number[...]

20 Inter-T el ® Model 8500 User Guide GETTING ST ARTED P LACING C ALLS O N H OLD Y ou can place calls on hold in one of two ways: individual or system. • Individual Hold places the call on hold at one en dpoint. It can then be directly picked up at that endpoint or it can be picked up at another endpoint using the Reverse T ransfer (Call Pickup)[...]

21 Inter-T el ® Model 8500 User Guide GETTING ST ARTED P LACING C ONFERENCE C ALLS W ith the Conference feature, you can establish a conference call with up to three intercom and/or outside parties (four, including you). T o place a conference call: 1. While on the first call, press to put the call on hold. 2. Place another intercom or outside cal[...]

22 Inter-T el ® Model 8500 User Guide GETTING ST ARTED T RANSFERRING C ALLS Although transferring calls is considered a basic function of an endpoi nt, your Model 8500 endpoint has many advanced options for this feature. W ith your endpoint, you can transfer a call to another extension, voice mail, or even an outside line. T o Another Extension 1.[...]

23 Inter-T el ® Model 8500 User Guide GETTING ST ARTED U SING R EVERSE T RANSFER The Reverse T ransfer (Call Pick Up) fe ature allows you to answer a call that is ring- ing or holding at anot her endpoint. Fo r example, if the at tendant transfers a call to you but you have stepped away from your en dpoint, you can pick up the call using anoth er [...]

24 Inter-T el ® Model 8500 User Guide GETTING ST ARTED F ORWARDING C ALLS W ith the Forwarding feature, you can have calls follow you (e.g., forwarded to a cell phone), or you can redirect calls to a voice mail or other extension. Manual Call Forwarding Manual call forwarding allows you to send in coming calls to another extension num- ber . Y ou [...]

25 Inter-T el ® Model 8500 User Guide GETTING ST ARTED Redirect Call The Redirect Call feature allows you to forward any call that is ringing on your end- point without having to answer the call. NOTE: Y ou cannot redirect calls to an extension that is in DND or to a restricted out- side number . T o redir ect a call to an extension number: 1. Pre[...]

26 Inter-T el ® Model 8500 User Guide GETTING ST ARTED U SING A H EADSET W ith an electret h eadset, you can talk on the endpo int handsfree, without u sing your speaker and microphone. NOTE: If your headset ha s a power-saver mode, make su re the system administrator has the Headset Connect T one flag enabled in the te lephone system. If this fl [...]

27 Inter-T el ® Model 8500 User Guide GETTING ST ARTED U SING THE S PEAKER AND M ICROPHONE If you are not using a headset, you can talk handsfree using yo ur speaker and micro- phone. Y ou can also use the speakerp hone for on-hook dialing, call monitoring, and background music. Mute Button T o mute the microphone so that you ca n hear the other p[...]

28 Inter-T el ® Model 8500 User Guide GETTING ST ARTED Enhanced Speakerphone Mode The Enhanced Speakerphone Mode improves transmission quality while on a speak- erphone call over a limited volume level range (typically the range is 1 to 3). NOTE: T o use this feature, the system admini strator or installer must program your endpoint for Enhanced S[...]

29 Inter-T el ® Model 8500 User Guide GETTING ST ARTED U SING THE M ESSAGE B UTTON In today’ s busy world, it’ s almost guaran teed that you will cal l someone that is on another call, does not answer , or is in DND. But, with the button, you can let the other person know you called. When you leave a message, you can: • Have the called party[...]

30 Inter-T el ® Model 8500 User Guide GETTING ST ARTED A CCESSING Y OUR M AILBOX If you have a message waiting in your mailbox, you m ust access your mailbox to retrie ve it. NOTE: If your telephone system uses Enterpri se Messaging (EM), your mailbox may have the Automatic S peech Recognition (ASR ) feature enabl ed. When ASR is en abled for your[...]

31 Inter-T el ® Model 8500 User Guide GETTING ST ARTED D ISABLING AND E NABLING ASR If your telephone system uses Ent erprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enable d. When ASR is enabled for your mailbox, you have th e option of issuing a spoken command or pressing a dialpad button. If your env[...]

32 Inter-T el ® Model 8500 User Guide GETTING ST ARTED A CCESSING V OICE M AI L M ESSAGES When you access your mailbox, you can listen to new and saved voice mail messages. After listening to your voi ce mail messages you can access the associated options. NOTE: If your telephone system uses Enterpri se Messaging (EM), your mailbox may have the Au[...]

33 Inter-T el ® Model 8500 User Guide GETTING ST ARTED 5. When the message has finished playing, you have the following options: • Say “Replay” or press to repl ay the message from the beginning. • Say “Reply” or press to reply to t he message. Y ou have the following options: – Say “V oice Mail” or press to leave a voice mail me[...]

34 Inter-T el ® Model 8500 User Guide GETTING ST ARTED Recovering Deleted V oice Mail Messages If you accidently delete a voice mail messa ge, you can retrieve it within a specific time frame (programmed by yo ur system administrator). An y retrieved messages are then restored to your saved -message queu e. Messages that are not undeleted within t[...]

35 Inter-T el ® Model 8500 User Guide GETTING ST ARTED Recording and Sending V oice Mail Messages Y ou can record and send voice mail messages by access ing the record option on the main menu. NOTE: If E-Mail Reader is enabled for your mailbox, a reply to an e-mail messag e (see pag e 73 ) is a recorded voice message that is attached to the e-mail[...]

36 Inter-T el ® Model 8500 User Guide GETTING ST ARTED • Say or enter the mailb ox number or group list number . The system announces the name assigned to the mailbox number o r group list number . Y ou have the following options: – Say “Y es” or press to accept the subscriber ’ s name. – Say “No” or press to start over . Press whe[...]

37 Inter-T el ® Model 8500 User Guide GETTING ST ARTED Canceling Unheard V oice Mail Messages Y ou can c ancel unretriev ed messages th at you have sen t to individu als, but not me s- sages that you sent to group lists. T o cancel unheard voice mail messages: 1. Access your mailbox as d escribed on page 30 . 2. While listening to the voice mail m[...]

38 Inter-T el ® Model 8500 User Guide GETTING ST ARTED U SING D O -N OT -D ISTURB M ODE If you are away from your d esk, or if you do not want to be disturbed, you can use the DND feature. This halts all p ages and calls to your endpoint, except queue callbacks, recalls, and direct ring-in calls. When other users call your endpoint, they hear a re[...]

39 Inter-T el ® Model 8500 User Guide GETTING ST ARTED U SING R EMINDER M ESSAGES Never be late for a meeting again! W ith Reminder Messages, you can program your endpoint, up to 24 hours in advance, t o alert you at a specified time. At the pro- grammed time, the reminder message signals you with eigh t short tones. If you are on a call, you stil[...]

40 Inter-T el ® Model 8500 User Guide GETTING ST ARTED[...]

41 Inter-T el ® Model 8500 User Guide MOVING ON Moving On SECTION CONTENTS P AGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Setting Endpoint Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Changing Volume Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Se[...]

42 Inter-T el ® Model 8500 User Guide MOVING ON I NTRODUCTION Now that you’ve mastered the basics, it’ s ti me to move o n to th e advanced features. In this section, you’ll learn how to program your endpoint , use directories, access your mailbox remotely , and perform various other functio ns. S ETTING E ND POINT P REFERENCES Y our endpoin[...]

43 Inter-T el ® Model 8500 User Guide MOVING ON Enabling Background Music If your telepho ne system is equipped w ith a music source, you can listen to music through your speaker . T o enable or disable background music: Dial . Changing Keymap s Keymaps identify where feature buttons appear on yo ur endpoint. While all endpoints are programmed wit[...]

44 Inter-T el ® Model 8500 User Guide MOVING ON Changing the Language When your telephone system is installed, the system administ rator can choose two of four differen t languages (American English, British Eng lish, Japanese, or Spanish) as the primary and secondary languages. Y ou can then change the toggle between the primary and secondary lan[...]

45 Inter-T el ® Model 8500 User Guide MOVING ON S ETTING M AILBOX P REFERENCES Y our mailbox co ntains personal option s to allow you to customi ze voice mail func- tions. However , before you change your voi ce mail options, you must first initialize your mailbox (see page 13 ). NOTE: If your telephone system uses Enterpri se Messaging (EM), your[...]

46 Inter-T el ® Model 8500 User Guide MOVING ON Changing the V oice Mail Message Envelope When you receive a voice mail message, th e voice mail system plays an “envelope” that can include the time and date the mess age was left, the sour ce of the message, and/or the message length. By default, the envelope contains all of this information , [...]

47 Inter-T el ® Model 8500 User Guide MOVING ON Changing the Call Screening T ransfer Method NOTE: The Call Screening featu re is available only if it i s enabled for your mai lbox. Contact your voice mail administrator to see if this feature is enabled for your mailbox. Depending on the transfer m ethod you sel ect, calls that are tr ansferred fr[...]

48 Inter-T el ® Model 8500 User Guide MOVING ON Programming a Fax Destina tion W ith the Inter -T el voice processing system, when you specify a fax destination num- ber for your mailbox, callers can access your mailbox to send a fax to your fax machine. T o change your fa x destination number: 1. Access your mailbox as d escribed on page 30 . 2. [...]

49 Inter-T el ® Model 8500 User Guide MOVING ON T o change the message search order: 1. Access your mailbox as d escribed on page 30 . 2. Say “Personal” or press to select the Person al Options Menu. 3. Say “More” or press for More Options. 4. Say “Order” or press for the Message Search Order . 5. Select one of the following options: ?[...]

50 Inter-T el ® Model 8500 User Guide MOVING ON T o set up remote messaging for voice mail messages (if e nabled): 1. Access your mailbox as d escribed on page 30 . 2. Say “Personal” or press to select the Personal Options Menu. 3. Say “Remote” or press . Y ou have the following options: • Say “Primary” or press to set up a primary c[...]

51 Inter-T el ® Model 8500 User Guide MOVING ON S PEED D IALING Speed dialing allows you (and your system administrator) to store and access fre- quently dialed nu mbers. Each number is stored in your endpoint (Station Speed Dial) or in the telephone system (System Speed Dial) and is identified by a location num- ber . On ce programmed, you can qu[...]

52 Inter-T el ® Model 8500 User Guide MOVING ON T o store a number in a Speed-Dial location: 1. W ith the handset in the cradle, dial . 2. Dial the speed-dial location (0-9) you want to program. 3. Enter the number to be stored at th e location you sel ected in step 2 NOTE: (Y ou cannot use hyphens or colons in the numbe r . ) If your number inclu[...]

53 Inter-T el ® Model 8500 User Guide MOVING ON Dialing St ation Speed-Dial Numbers T o dial a S tation Speed-Dial number: If necessary , select an ou tgoing line. Y ou have the following op tions: • T o use a location number: Press or dial and then enter the desired Station Speed-Dial location number (0-9). • T o use a Station Speed-Dial butt[...]

54 Inter-T el ® Model 8500 User Guide MOVING ON P AGING The Paging feature allows you to make an announcement throug h endpoi nt speakers or external speakers (if your system is e quipped with external paging equipment). T o prevent announcements from transmitti ng through every endpo int in the system, this feature uses page zones. Each zone cont[...]

55 Inter-T el ® Model 8500 User Guide MOVING ON P ERFORMING A H OOKFLASH D URING A C ALL Certain telephone service compani es may re quire a timed hoo kflash (a quick hang up and release). T o generate a ho okflash while using a line: Press and dial . NOTE: This features is known as a “Recall” in European systems. P ROGRAMMING Y OUR F EATURE B[...]

56 Inter-T el ® Model 8500 User Guide MOVING ON P ROGRAMMING D IRECT S TAT I O N S ELECTION B UTTONS A button programmed as a Direct Station Se lection/Busy Lamp Field (D SS/BLF) but- ton provides a way to dial the associated extension with one touch. In addition, if the button is equipped with a lamp, you can visu ally monitor the status of the a[...]

57 Inter-T el ® Model 8500 User Guide MOVING ON P ROGRAMMING S ECONDARY E XTENSION B UTTONS W ith the Secondary Extensio n Ap pearances feature, you can program various buttons on your endp oint to indicate the call activity at a dif fer ent extension (primary ext en- sion). In addition to being able to see when a call is ringing, answered, or on [...]

58 Inter-T el ® Model 8500 User Guide MOVING ON U SING A CCOUNT C ODES If your telephon e system is programmed to use the S tation Message De tail Recording (SMDR) feature, you might be required to enter acco unt codes when you place a call. These codes add information to telephone reco rd reports that the system will periodi- cally print. There a[...]

59 Inter-T el ® Model 8500 User Guide MOVING ON U SING THE V OICE M AIL D IRECTORY W ith the voice mail directory , subscriber s and non-subscribers can use ASR (if enabled) or dialpad buttons to search for na mes in the directory . Subscriber names are automatically added to the directory when their mailbox is initialized. ASR may not be able to [...]

60 Inter-T el ® Model 8500 User Guide MOVING ON T o perform a directory search: 1. Dial the voice mail number . 2. S ay “Directory” or press . 3. Say the last name of the person you are searching for or pr ess the appropriate dialpad buttons to spell the name (see page 59 ). If 10 or fewer matches are located , you can access and browse the li[...]

61 Inter-T el ® Model 8500 User Guide MOVING ON P ROGRAMMING R EMOTE F EATURE A CCESS If you are away from your desk an d forg ot to put your endpoint in DND, don’t worry . W ith the Remote Feature Acc ess, you can place your endpoint in DND or forward calls from any other endp oint on the system. And, if you have a special di al-up line, you ca[...]

62 Inter-T el ® Model 8500 User Guide MOVING ON Remote Feature Access T o access your endpoint from another endpoint: 1. EITHER, C all your Direct Inward System Access number (provided by your system administrator). If required, enter your password. OR , Use any endpoint on the system. 2. Enter . 3. Enter your extension number . 4. Enter your pass[...]

63 Inter-T el ® Model 8500 User Guide MOVING ON R EQUESTING A GENT H ELP Y our telephone sy stem may be programmed to support the Agent Help feature, which allows you to request help from a designat ed “Agent Help Extension” (usually your supervisor) duri ng a call. When your request call ring s at the Agent Help Ex tension, the supervisor can[...]

64 Inter-T el ® Model 8500 User Guide MOVING ON W ORK ING IN H UNT G ROUP S Y our system may be programmed wi th “hunt groups.” Hunt groups are g roups of end- points that share a common extension number in addition to having individual exten- sion numbers. This allows someone to call an yone in the group (using t he common extension) or a spe[...]

65 Inter-T el ® Model 8500 User Guide MOVING ON Logging In and Out of ACD Hunt Groups Agents can log in to an d out of the ACD h unt group at any time. Wh ile logged in, the agent receives calls through the ACD hunt gr oup. When the a gent is logged out, calls to that ACD hunt group bypass th e agent. T o log in to all of yo ur ACD hunt groups at [...]

66 Inter-T el ® Model 8500 User Guide MOVING ON When you log in to a g roup, you may be au tomatically connect ed to a call after you hear a short ring burst. If the ACD Agent ID Automa tic Connect option is enabled for your hunt group and you are using a headset, you will be automatically connected. If this option is not enabled for yo ur hunt gr[...]

67 Inter-T el ® Model 8500 User Guide USING E-MAIL READER Using E-Mail Reader SECTION CONTENTS P AGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 E-Mail Reader Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Using Your Advanced Mailbox . . . . . . . . . . . . . . . . [...]

68 Inter-T el ® Model 8500 User Guide USING E-MAIL READER I NTRODUCTION Enterprise Messaging (EM) is the voice processing system that provides adv anced messaging features with the E-mail Reader feature. This section provides info rmation and instructions about a dvanced mailbox tasks for users who have E-Mail Reader enabled for their mailbox. If [...]

69 Inter-T el ® Model 8500 User Guide USING E-MAIL READER E-M AIL R EADER F EATURES When E-Mail Reader has been enable d for your mailbox, you have the advanced mailbox. The advanced mailb ox unifies your local voice mail messages and your remote fax and e-mail messages in one conv enient location. E-mail Reader uses T ext- to-Speech (TTS) capabil[...]

70 Inter-T el ® Model 8500 User Guide USING E-MAIL READER U SING Y OUR A DVANCED M AILBOX After you set up your mailb ox (see page 13 ), you can use personal or system greetings to let callers know if you are out of town , on a call, etc. Y ou can send messages to individuals and to a group of people if your voice mail administrator has programmed[...]

71 Inter-T el ® Model 8500 User Guide USING E-MAIL READER S ETTING U P Y OUR E-M AIL P ASSWORD When E-Mail Reader is enabled for your mailbox, the EM system prompts you to enter your e-mail password after you or your voice mail adm inistrator does one of the following: • Set up your mailbox (see page 13 ) • Change your e-mail password for y ou[...]

72 Inter-T el ® Model 8500 User Guide USING E-MAIL READER T o enter your e-mail password: NOTE: T o repeat me nu instructions, say “Help” or press at any time. ALSO: If you enter an incorrect password, or if you choose to skip setting a ne w E-Mail Reader password, the Main Menu E-Mail Reader Count option (see page 75 ) is auto- matically disa[...]

73 Inter-T el ® Model 8500 User Guide USING E-MAIL READER A CCESSING E-M AIL M ESSAGES NOTE: By defaul t, the message lamp on yo ur end point light s when you receive a new voice mail message. Althoug h the lamp can be programmed for other functions, it can- not be programmed to indicate that you have recei ved a new e-mail message. E-Mail Reader [...]

74 Inter-T el ® Model 8500 User Guide USING E-MAIL READER T o access your e-mail with E-Mail Reader: NOTE: T o repeat me nu instructions, say “Help” or press at any time. 1. Access your mailbox as d escribed on page 30 . 2. Say “E-Mail” or press to listen to your e-mail messages. Then select one of the following: • Say “New” or press[...]

75 Inter-T el ® Model 8500 User Guide USING E-MAIL READER NOTE: Y ou cannot forward an e-mail message to a mailbox or grou p list. When you forward an e-mail message, the e-mail is converted to a fax and for- warded to the fax destination telephone number that you specify . • Say “Previous” or press to listen to the previous message. • Say[...]

76 Inter-T el ® Model 8500 User Guide USING E-MAIL READER A CCESSING F AX M ESSAGES NOTE: By default, the message lamp lights when you receive a new voice mail mes- sage. Although the lamp can be programme d fo r other functions, it cannot be pro- grammed to indicate that you have received a new fax message. When you access a fax message using opt[...]

77 Inter-T el ® Model 8500 User Guide USING E-MAIL READER R ECOVERING D ELETED M ESSAGES Recovering deleted messages varies based on media type. If you delete a voice mail message, you can retrieve it within a specific time fram e (up to 24 hours, programmed by your voice mail ad minist rator). The specif ied time frame f or retrieving delet ed e-[...]

78 Inter-T el ® Model 8500 User Guide USING E-MAIL READER C HANGING M ESSAGE E NVELOPES When you receive a voice, fax, or e-mail message, a message “e nvelope” is played. The envelope can include the time and date the message was left, the s ource of the message, and additional information that is associated with the media type. Common envelop[...]

79 Inter-T el ® Model 8500 User Guide USING E-MAIL READER V OICE M AIL F LOWCHART (A DVANCED M AILBOX ) Note: Options vary by medi a type. While the message is playing: “Back Up” “Pause” Move “Forward” “Lower” (volume) Play the “Envelope” “Higher” (volume) “Save” the Message “Delete” the Message “Skip” to the En[...]

80 Inter-T el ® Model 8500 User Guide USING E-MAIL READER[...]

81 Inter-T el ® Model 8500 User Guide LEARNING MORE Learning More SECTION CONTENTS P AGE Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 What the Administrators Can Do for Yo u . . . . . . . . . . . . . . . . . 82 Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . . . 83 Defaul[...]

82 Inter-T el ® Model 8500 User Guide LEARNING MORE I NTRODUCTION If you want to know more ab out your endpoi nt and voice mail system, this is th e sec- tion for you. W ith additional information and an F AQ, you should be able to find answers to most of y our questions. NOTE: Because the telepho ne system is very flexible an d programmable, the [...]

83 Inter-T el ® Model 8500 User Guide LEARNING MORE F REQUENTLY A SKED Q UESTIONS (F AQ S ) This section includes some of the most frequently asked questions. If yo u have prob- lems with your endpoi nt or mailbox, refer to this section before you contact your sys- tem, voice mail, or network administ ra tor or your l ocal Inter-T el provider . Q1[...]

84 Inter-T el ® Model 8500 User Guide LEARNING MORE Q6. Why can’ t I program a S tation Speed-Dial number to the button I want? A6. Y our system administrator has programmed that button as a non-programmable but- ton. Because you cannot override system programming from your endpoint, you must choose another button. Q7. Why don’ t the local tel[...]

85 Inter-T el ® Model 8500 User Guide LEARNING MORE Q13. Why can’ t I use one of the featur es described in this guide? A13. There are a few reasons why you might not be able to ac cess the feature. Some possi- ble reasons include: • Y our system software version may not su pport the feature. Check with your sys- tem administrator to see which[...]

86 Inter-T el ® Model 8500 User Guide LEARNING MORE D EFAULT F EATURE C ODES Use the blank spaces below to enter cu stom feature codes, if necessary . O UT SIDE L INE A CCESS C ODES *These defaults may differ depending on the software version. E XTENSION N UMBERS ACCESS CODE NAME ACCESS CODE NEW CODE Select Line Group 1-208 92001-92208* Automatic [...]

87 Inter-T el ® Model 8500 User Guide LEARNING MORE G ENERAL F EATURE C ODES FEA TURE NAME FEA TURE CODE NEW CODE Account Code – Following Calls 391 Account Code – Optional 390 ACD Agent Log In 326 ACD Agent Log Out 327 ACD Agent Log In/Out 328 ACD Agent Wrap-Up T ermin ate 329 Agent Help Request 375 Agent Help Reject 376 Answer (Ringing Call)[...]

88 Inter-T el ® Model 8500 User Guide LEARNING MORE Message – Cancel Message Left 366 Message – Cancel Message On Endpt. 368 Message – Silent Message 36 7 Microphone Mute On/Off 314 Page 7 Page Receive On/Off 325 Program Baud Rate 393 Program Buttons 397 Program S tation Password 392 Queue (Callback) Request 6 Record- A-Call 3 85 Redial 380 [...]

89 Inter-T el ® Model 8500 User Guide LEARNING MORE NOTES[...]

90 Inter-T el ® Model 8500 User Guide LEARNING MORE[...]

91 Inter-T el ® Model 8500 User Guide Index A About This Guide 2 About Voice Mai l 5, 7 Accessing e-mail messages 73 fax messages 76 voice mail messages 32 your mailbox 30 Account Codes 58 ACD Agent Wrap-Up Period 66 ACD Hunt Groups 64 Adding Parties to a Conference 21 Adjusting Your Endpoint’s Viewing Angle 12 Administrators 82 Advanced Mailbox[...]

92 Inter-T el ® Model 8500 User Guide Dialing Options 16 Direct Station Selection/Busy Lamp Field (D SS/BLF) 56 Disabling account codes 58 automatic call answer 43 background mus ic 43 call forwarding 24 cascade levels 50 do-not-disturb 38 enhanced speakerphone 28 group listen feature 27 handsfree 16 hunt group calls 64 message envelope options 46[...]

93 Inter-T el ® Model 8500 User Guide I Individual Hold 20 Initializing Your Mailbox 13 Intercom Calls 16 K Keymaps 43 L Lamps 5, 9 Language 44 Last Number Dialed/Saved 25 Leaving Messages 29 Listening to Messages 32 Logging In and Out of ACD Hun t Groups 65 M Mailbox Almost Full/Full 30 Mailbox Preferences 45 Main Menu E-Mail Reade r Count 75 Mak[...]

94 Inter-T el ® Model 8500 User Guide Requesting a callback 17 a reminder message 39 Agent Help 63 agent help 63 Responding to a Waiting Call 19 Retrieving Messages 29 Returning endpoint to defau lt 44 feature buttons to default 55 to a call 20 Reverse Transfer (Call Pick Up) 23 Ring Intercom Always 16 Ring Types 42 S Saving Last Number Dialed 25 [...]

V OICE M AIL F LOWCHART (S T ANDARD V OICE M AILBOX ) Record “Greeting” “Primary” Greeting “Alternate” Greetin g “System” Greeting (See Recording Optio ns) Record Directory “Name” (See Recording Optio ns) Record “Password” Change “Envelope” Settings “T ime, Date” Message “Source” Message “Length” “All Optio[...]

Part No. 550. 81 14 Issue 1 1, March 2006 A661/9225A[...]