5000 System

Basic Administrative
Programming
Manual
TABLE OF CONTENTS

1.0 Introduction, Objectives, Terminology

2.0 Connecting to the System

2.1 Database Programming Interface

2.2 Backing Up the Database

2.3 Changing the System Date and Time

3.0 Changing Names and Extension Numbers

3.1 Endpoint Settings

3.2 Hunt Groups

3.3 Changing a DSS Button

3.4 System Speed Dial Numbers

3.5 DID Programming

3.6 Report Programming

4.0 Creating and Deleting Mailboxes

4.1 Changing a Mailbox Password

4.2 Remote Message Notification

4.3 Creating a Group List

4.4 Audiotex Recordings and Applications

4.5 Recording a Greeting

5.0 Technical Support

5.1 Troubleshooting Audio Problems on IP Endpoints

5.2 Importance of a UPS

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1.0 INTRODUCTION
This class is provided for individuals who have been selected to be the administrators
for their company’s phone systems. It is assumed that as a system administrator
trainee, you are already proficient in the everyday use of your endpoint (phone) and
voice mail systems as well as basic Microsoft Windows functions.

1.1 OBJECTIVES
The objective of this class is to teach you how to perform the routine changes that
will come about now that your system is installed. Some examples are: changing
names and extensions, adding and deleting mailboxes, recording and activating
greetings, defaulting mailbox passwords, changing the time and date, etc. This class
will not teach you everything there is to know about programming your system.
However, it will give you a very solid foundation that will enable you to handle most
of the day-to-day changes that arise.

1.2 TERMINOLOGY
During the course of this class, the term “phone system” applies to the Inter-Tel 5000
phone system. The term “voice mail system” applies to the Voice Processor.

Here are some other terms, briefly defined, that you may find useful:

DEM (16) Digital Endpoint Module (16 ports)

LSM Loop Start Module (2 or 4 ports)

IP SLA Single Line Adaptor for IP endpoints

SLA Single Line Adaptor for Digital endpoints

Single Line Port Ports that will support analog devices (2 ports)

CO Line or Trunk Any type of dial tone from a carrier (i.e., BellSouth,
SBC, Qwest, Verizon, etc.)

CO Trunk Group Group of lines in a system (all lines that roll or

hunt)

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 T1 Digital phone circuit that combines 24 CO lines
onto one system card

Call Routing Table A table in which the system sees phone numbers on
a T1 or PRI and routes the calls accordingly

DNIS What the carrier sends the system on a T1, PRI or

DID trunk. Usually the last 4 digits of the phone
number.

Line Cord Cord from the endpoint to the jack

Handset Cord Cord from the handset to the endpoint

Cable Within the wall, from phone system to jack

Hunt Group A group of endpoints that ring together or in

succession

Extension List A group of extensions that ring at the same time

(used as a member in a hunt group)

Extension ID ID given to endpoints without voice mail boxes so

that they can be reached from an Auto Attendant

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2.0 Connecting to the System
The system administrator connects to the phone system in order to program the database.
The most basic method of connection is via modem. A modem is built into the phone system
for remote programming. This means that if you have a dial up modem in your computer,
you can connect via the system modem to get into programming. The phone number that you
would use is located with the other paperwork near your phone system. If you are unable to
locate this phone number, please contact your Inter-Tel Project Coordinator.

The most popular way to connect to the system is via a network connection. The phone
system must be connected to your network and you will need the IP address assigned to the
phone system. This IP address should be documented with the other paperwork near your
phone system. Please contact your Inter-Tel Project Coordinator if you do not have a record
of this IP address.

You should have an “Inter-Tel 5000 Network Communications Solutions” CD for the version
of the Inter-Tel 5000 software that was installed on your phone system. That CD contains a
copy of the Installation Manual (in the “Documentation” directory) which discusses the
features of the system in great detail and provides in-depth programming instructions. The
User Guides for the various model endpoints are also located in the “Documentation”
directory.

The CD also contains the software that will need to be installed on your PC in order for you
to access the phone system database. Before installing this software, please ensure that your
PC meets the following minimum requirements:
• Pentium II 266MHz or higher microprocessor
• Windows 2000 or Windows XP
• 32 MB RAM
• 100 MB hard drive space for installation; 80-100 MB hard drive space afterwards
• VGA graphics monitor
• CD-ROM drive
• A mouse is optional but recommended
• The user ID that you log onto the PC with must have local administrative rights.

To install the programming software, on the CD, go to the “Software” directory and then the
“DB_Programming” directory. Run the executable file contained in that directory. Simply
follow the prompts.

Regardless of the connection method, you will use the Session Manager to connect to the
phone system. The Session Manager can be found in: Windows Start button -> Programs ->
Inter-Tel 5000 DB Programming -> Inter-Tel 5000 Session Manager.

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 Ensure you have selected the tab that matches the connection method you are using. In this
example, we will be connecting to the phone system via the Network using the IP address that
was assigned to the phone system during installation. Simply press the Start button to
connect to the phone system.

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2.1 Database Programming Interface
The database programming screen is divided into the following two areas:

• The “Left” (white) side panel is an expandable pop down menu screen.
• The “Right” (gray) side panel is the database entry screen where all the
additions, deletions and modifications are made.
o Single right clicking in the open area will provide the ability to
“Create” items(s).
o Single left clicking on an existing item provides the ability to change
it.

The toolbar has special icons for:

• Back button: move back to the previous view
• Forward button: move to the next view (provided you have previously used
the Back button)
• Refresh: Refresh the display
• Collapse All: Collapse all expanded folders in the left pane and returns focus
to the root folder.
• Help: Display Help About DB Studio screen.

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 The blue bar at the top of the window displays where you currently are in the
database.

The status bar at the bottom of the window shows the description and number of the
Node being programmed, the type of programming session (Local, Remote, etc.), and
the name assigned to the programming session in Session Manager.
NOTE: If the status bar shows “Local Axxess USA”, then you are working in a local
copy of the database, you are not connected to the live system.

TIP: Pressing F1 will bring up detailed help for whatever area of the database
you are working on in the database entry screen.

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2.2 Backing Up the Database
The most important thing you can do, as a system administrator, is to back up the
database for the phone system. ALWAYS SAVE A COPY OF THE DATABASE
BEFORE YOU START MAKING CHANGES. The system has built in safeguards
against losing the database, but you still must back your system up on a regular basis.
You should back up the database whenever programming changes are made to the
database. Once a month is the maximum time you should go between back ups.
Remember, the more current the back up is, the more accurately the system will be
restored in the event of a failure.

NOTE: Performing a Database Save will cause the phone system to slow down.
If at all possible, you should not back up the database during normal business
hours when the system is being used to place and receive calls.

To perform a back up:

1. Select “Operations”.
2. Select “Database Operations”.
3. Select “Database Save”.

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 4. The “Database Save + Voice Processor” window appears with a default
location for the back up. Select the default location and click on “Start” or
click the “Browse” button to select an alternate location and file name and
then click on “Start”. Note that this location is relative to the PC you are
using.

NOTE: The “Save voice data to:” field will back up the Voice Processor
database to the Voice Processing PC attached to the system. This will not
back up users’ messages. Those instructions are included on the next
page.

5. The system will begin the back up procedure and prompt you for the disk(s),
if needed, if the A:\ drive was selected.
6. The back up procedure can take from 5-10 minutes depending on the speed of
the connection, the speed of the programming PC, and the size of the
database.
7. When finished, “Operation was a Success” will be displayed. Click the “OK”
button.

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 To back up users’ voice mail:

1. Select “Operations”.
2. Select “Voice Processor Operations”.
3. Select “Voice Processor Save”.

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 4. The “Voice Processor Database Save” window appears with a default location
for the back up. Select the default location or manually enter an alternate
location and file name.

NOTE: This location is in relation to the Voice Processor, not the

computer you are using to connect to the phone system. The contents of
the directory you specify will be overwritten with the information you are
saving. Ensure that you choose a location that does not have any
information in it before performing the Save. If you are saving to the
USB flash drive (Basic Voice Mail only), U:\ is the appropriate setting.

Select the Options you want to back up. For users’ mailboxes, select
“Mailbox Information” along with the portions of the mailboxes that you want
backed up. Click “Next”.

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 5. Select the items you wish to save. You can select several consecutive items
by selecting one, holding down SHIFT and then selecting the last. Or you can
select individual items by holding down CTRL while clicking on the desired
items. When you have finished, select “Next” again.

6. The information you selected will be displayed for reference. If it is not

correct, select “Back” and correct the information. If it is correct, select
“Finish”.
7. A window will pop up warning you that the directory you specified is about to
be overwritten with the new data. You are given the choice of allowing the
overwrite (select “Yes”) or canceling the process (select “No”).

NOTE: The Voice Processor applications and/or mailboxes that you

selected will not be usable while they are being saved and callers will
receive reorder tones. If at all possible, you should not back up the Voice
Processor during normal business hours when the system is being used to
place and receive calls.

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2.3 Changing the System Date and Time
1. Click on the Inter-Tel icon.
2. Click on the current date, and it will become highlighted.
3. Enter the new date or click the down arrow for a calendar.
4. Click on the current time, and it will become highlighted.
5. Enter the new time.

6. The “Enable Daylight Savings Time” should be set to “Yes” (unless your system
resides in an area that does not honor Daylight Savings Time).

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 7. The “Enable Network Time Protocol (NTP)” field determines if the Inter-Tel
5000 will set its clock from an external atomic clock (if set to “Yes”) or the
internal clock (if set to “No”). If this field is set to “Yes”, ensure your Time Zone
is correctly set. The following fields will also need to be configured:
a. Click on “System”.
b. Click on “Communication Server”.
c. Click on “IP Settings”.
d. Click on “NTP Server Configuration”.

e. Enter the hostname for the NTP server you want to use in the “NTP Server
Hostname” field.
f. Enter the IP address of the NTP server in the “NTP Server IP Address” field.

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 g. Go back up one level to “IP Settings”.

h. If you are using DHCP, then set “DHCP Enabled” to “Yes”. If not, then set
this field to “No” and configure the following fields:
I. “DNS Search List”: Without DHCP, no local domain name server is set
and, therefore, host-name lookup will fail. This field provides one or
more domain name servers to use for host-name lookup. Multiple
domain name servers may be entered, separated by a single space. The
character limit is 200.
II. Enter the IP address of the primary DNS server in the “DNS Server
Primary IP Address” field.
III. Enter a secondary IP address for a DNS server to be used if the primary
DNS server cannot be located in the “DNS Server Secondary IP
Address” field.

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3.0 Changing the Name and Extension of an Endpoint:
To Change the Name on an Extension:

1. Click on “System”.
2. Click on “Devices and Feature Codes”.
3. Click on “Endpoints”.
4. Click on “Description” and enter the name in the format Last, First.
5. Click on “Username” and enter the name as it should appear on the endpoint.

To Swap Extensions:

1. On an Executive display endpoint that has been flagged as an Administrator press

“ADMIN FEATURES” then “PROGRAM DATABASE” or dial “infinity” 9932.
2. Press “SYSTEM” or dial 2.
3. Press “STN EXTENSION” or dial 4.
4. Press “SWAP EXTS” or dial 2.
5. Enter the first extension number then press the “ACCEPT” menu button or press
the pound (#) key.
6. Enter the next extension number then press the “ACCEPT” menu button or press
the pound (#) key.
7. Press the speaker button twice. The speaker button will be lit while performing
the Swap Extensions function.

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3.1 Endpoint Settings

To view the settings on an Endpoint:

1. Click on “System”.
2. Click on “Devices and Feature Codes”.
3. Click on “Endpoints”.
4. Open the particular endpoint that you want to view the properties of.

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 Toll Restriction:

1. Open “Class of Service”.

2. Open “Day”.
3. Right click on the open space and select “Add to Day List…” to add a class of
service.
4. Choose “Class of Service” and click “Next”.
5. Select a Class of Service and click “Add Items”. Click “Finish”.
6. To remove a Class of Service, right click on the Class of Service you want to
remove and choose “Remove Selected Items”.
7. Repeat steps 3-6 for “Night”.

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 Flags: Various features on the endpoint can be set by either entering the Feature
Code at the endpoint itself or by setting the flag in the programming. Use F1 for
detailed information on each flag. The most common two that need to be reset
are:

• Handsfree On/Off – this flag controls whether intercom calls made to this
endpoint are immediately answered and put on the handsfree speaker
without the user having to do anything, or if these calls ring until the user
answers. This flag should be set to No if the user wants to choose whether
or not to answer.
• System Forwarding – if one or more Forwarding Paths has been
programmed for this endpoint, then this flag needs to be set to Yes.

As you can see in the above screen shot, the Flags can be set on the individual
endpoints. However, if you need to enable or disable a flag for multiple
endpoints, there is a better way:

1. Click on “System”.
2. Click on “Endpoint-Related Information”.
3. Click on “Flags”.
4. Open the appropriate flag by double left clicking on it. To add endpoints,
right click on the open space and select “Add To {flag} List…”.
5. Choose the appropriate type of endpoint and click “Next”.

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 6. Select the endpoint(s) you want to add and click “Add Items”. Click
“Finish”.
7. To remove an endpoint from a Flag list, right click on the endpoint you want
to remove and choose “Remove Selected Items”.

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 Forwarding Paths: One or more paths can be defined for an endpoint to tell the
phone system what to do with a call if the user does not answer after a certain
number of rings, or if their endpoint is in DND mode, etc.

1. Open “Forwarding Paths”.

2. Right click on the open space and select “Add to Forwarding Paths List…” to
add a System Forwarding Path.
3. “Forwarding Paths” should be highlighted. Click “Next”.
4. Select the Forwarding Path that should be added and click “Add Items”. Click
“Finish”.

5000 Basic Administrative Programming 22

 5. Open the path. Set the options as appropriate.

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 To program buttons on the endpoint:

1. Open “Programmable Keys”.

2. Listed are all the keys on the endpoint and how they are programmed. To see
how these keys are mapped on the endpoint, go back to the main view of the
endpoint and choose “Keymaps”.

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 a. The system defined Keymap being used by this endpoint will be
displayed for “Standard Digital Endpoint Keymap Group”. Double
left click on the Keymap number and the system will take you to
System -> Endpoint-Related Information -> Key Assignments ->
IP/Digital Endpoint -> {the keymap you selected}.

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 b. Left click in the Value field and then the down arrow. Choose the
model of endpoint that endpoint is. Open the keymap.
c. A map of the keys on the endpoint will appear. You can see how a
button is programmed by clicking on it.

NOTE: If you change the value of the button here, it will change that button for
every endpoint using that keymap. Instead, you should note how the key is
programmed and then change the setting for that value back on the individual
endpoint under “Programmable Keys”.

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3.2 Hunt Groups

1. Click on “System”.
2. Select “Devices and Feature Codes”.
3. Click on “Hunt Groups”.
4. The list of existing Hunt Groups will be displayed. Open the one you want to
modify.

Adding/Removing Members:

1. If it is an ACD Hunt Group using Agent IDs, open “Agents” to see the list of
Agents who receive calls for this group. If it is an ACD Hunt Group not using
Agent IDs or a non-ACD Hunt Group, open “Members” to see the list of
endpoints that receive calls for this group.
2. Right click on the open space and select “Add to List”. Select the appropriate
type of device to be included and click “Next”.
3. NOTE: Select type “IP Endpoint” or “Digital Endpoint” depending on the
type of endpoint the person has.
4. Select the item(s) being added and click “Add Items”. Click “Finish”.
5. The order of the list can be changed by dragging and dropping items to the
order you desire.

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ACD Hunt Group using AgentIDs:

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Hunt Group using Members:

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3.3 Changing a Direct Station Selection (DSS) Button
To Program a DSS Button:

1. Click on “System”.
2. Select “Endpoint-Related Information”.
3. Click on “Key Assignments”.
4. Click on “DSS”.
5. Double click on the icon to the left of 1 under the “Number” column to select
DSS keymap 1. If you have multiple DSS’s attached to your system , you will
need to select the correct DSS map. For example, DSS Keymap 01 might be
called Main Attendant and keymap 02 might be called Back Up Attendant.
6. Double click on the “DSS Keymap” icon.
7. Select the correct DSS model keymap in the drop-down list and then double click
on it. You will be presented with a picture of the DSS. Move along the DSS
buttons with the arrow keys or a mouse to select the key that you want to change.
8. To program a button for an endpoint, Select “DSS/BLF Key” in the window.
9. Click on the button you wish to program
10. The present selection will become highlighted, type the extension you wish to
program, and hit “Enter”.

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3.4 System Speed Dial Numbers
To add or modify system speed dial numbers:

1. Click on “System”.
2. Select “Endpoint-Related Information”.
3. Click on “System Speed Dial”.
4. You will now see a list of system speed dial numbers. Select the one that you
want to modify.
5. Fill in the “Name” and “Number” fields.
6. If you don’t want the speed dial numbers to appear on the endpoint display, make
sure “Private Number” is changed to “Yes”.
7. To add a system speed dial number, right click on the open area and select “Add
To System Speed Dial List…”.
8. Specify the ID number and the number of entries you are creating. Click “OK”.
9. Repeat steps 4-6.

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3.5 DID (Direct Inward Dialing) Programming
1. Select “System”.
2. Select “Trunk Related Information”.
3. Select “Call Routing Tables”.
4. Double left click on the table from the list to be programmed.
5. The call routing table populates showing the Pattern, Description, Ring-In Type
and Ring-In Destination.
6. To change where a DID line rings to, left click once on the existing destination
under the Ring-In Destination column and enter the desired extension it should
now ring. The Ring-In Destination can be an endpoint extension, a Hunt Group,
or a Voice Processor application.
7. Any DIDs with the word “NONE” specified for Ring-In Destination are
unassigned and will ring the primary attendant’s station. Simply click on the
“NONE” and specify the extension that it should ring to. In this example,
unassigned DIDs ring into Call Routing Announcement 2509 that plays a
recording stating that the number is unused.

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3.6 Report Programming
Customized system programming reports can be created for System Speed Dial
Numbers, Extension Lists, DID Lines, Hunt Groups, CO Trunk Groups, etc.

1. Select “System”.
2. Select “Report Programming”.
3. Left click once on the word “None” under the “Report Type” column.
4. Select the report desired, such as “System Speed Dial Report”, from the drop-
down list.

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 5. Double left click on the report number.
6. Depending on the report you selected, different options will be displayed here.
For the System Speed Dial report, an option of “System Speed Dial” is displayed.
Select this option by double left clicking on it.
7. You will need to add all the System Speed Dial numbers that you want included
in the report. Right click on the blank Database Entry panel and left click once on
“Add to System Speed Dial List…”

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 8. Select the type of “System Speed Dial” and then click “Next”.
9. Select the extensions to be included on the report then click “Add Items” then
“Finish”. You can use the Shift or Ctrl keys when selecting the numbers you
want included.

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 10. Click on the word “Operations” at the top of the screen and select “Print Reports”.

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 11. Left click once on the report to highlight, then either Print, Print Preview or
Export.

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4.0 Creating and Deleting Mailboxes
To create and delete mailboxes:
1. Click on “Voice Processor”.
2. Click on “Devices”.
3. Click on “Mailboxes”.

To create an Associated Mailbox (a mailbox that will have the same number as
the endpoint):
1. Right click in an open area on the database entry screen and select “Create
Associated Mailboxes”.

2. Below the heading “Select Types to Include”, select the mailbox type to be
added (usually “IP Endpoint” or “Digital Endpoint”) and click “Next”.
3. Select the mailbox(es) that you want to create.
4. Click “Add Items” and “Finish”.
5. If you do not want the caller to hear the Auto Attendant transfer prompt when
being transferred to this mailbox, double left click on the mailbox to view its
properties and set the value for “Auto Attendant Transfer Prompt” to “No”.
6. To modify the size of the mailbox, open “Message Limits”. Set “Maximum
Mailbox Message Capacity” to the appropriate size.

5000 Basic Administrative Programming 38

 NOTE: Every endpoint on the system needs to have either a voice mailbox or
an Extension ID. If the mailbox you want to create was not displayed in Step
3, you will need to delete the Extension ID that was created for that endpoint.

To delete an Extension ID:

1. Click on “Voice Processor”.
2. Click on “Devices”.
3. Click on “Extension IDs”.
4. Right click on the Extension ID you want to delete.
5. Select “Delete”.

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 To create a Non-Associated Mailbox (a “virtual mailbox” - there is no endpoint
with the same number):
1. Right click in an open area on the database entry screen and select “Create
Non-Associated Mailboxes”.

2. The “Get Mailbox Extension” window appears. Either type in the mailbox
number or click on the down arrow to locate the mailbox number availability.
3. Under the “Description” and “Username” columns, type in the desired name.
4. If the message lamp on an endpoint should blink when messages are left in
this mailbox, double left click on the mailbox to view its properties and
specify that extension for “Message Notification Station”.
5. If you do not want the caller to hear the Auto Attendant transfer prompt when
being transferred to this mailbox, set the value for “Auto Attendant Transfer
Prompt” to “No”.
6. To modify the size of the mailbox, open “Message Limits”. Set “Maximum
Mailbox Message Capacity” to the appropriate size.

5000 Basic Administrative Programming 40

 To delete a mailbox:
1. Right click on the mailbox you want to delete.
2. Select “Delete”.

NOTE: Be careful when deleting mailboxes. There is no undelete feature.

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4.1 Changing a Mailbox Password
To change a mailbox password:

1. Click on “Voice Processor”.

2. Click on “Devices”.
3. Click on “Mailboxes”.
4. You will see a list of all mailboxes. Click on the one you want.
5. The “Mailboxes” screen will appear. Right click on the area to the right and
under the “Value” column of the word “Password”.
6. Choose “Edit Password”.

7. Enter the new password in the “New Password” and the “Confirm Password”
boxes then click on the “OK” button. If no password is desired, leave the “New
Password” and the “Confirm Password” boxes blank.
8. Click the “OK” button.

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4.2 Remote Message Notification
Remote Messaging can be used to call a voice mail subscriber when their mailbox
receives new messages.

To set up remote messaging:

1. Click on “Voice Processor”.

2. Click on “Devices”.
3. Click on “Mailboxes”.
4. You will see a list of all mailboxes. Click on the one you want.
5. Open “Primary Message Notification”.
6. Specify the Notification Category: “All Messages” if the subscriber wants to
be called for every message received or “Priority Messages Only” if the
subscriber only wants to be called for messages marked as Priority.
7. Set “Call for Each New Message” to either “Yes” or “No”. This determines
whether the subscriber should be called every time a message is received (that
meets the notification category set above), or only when a message is received
and no other messages are waiting to be picked up.
8. Specify the times and days that the subscriber should be called for messages.

9. Open “Cascade Levels”.

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 10. Right click on the database entry screen and select “Add cascade level(s)”.
11. Select the “Starting ID” and number of levels you want to add. Click the
“OK” button.
12. Set “Notification Destination Type” to IC or CO depending on if the
subscriber’s extension (IC) will be called or their cell phone/pager (CO). Set
“Notification Destination” to the phone number to be called (either the
extension number or phone number – enter the phone number just as you
would dial it). Set “Enable Notification” to “Yes”.

13. Open the Cascade Level you just created.

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 14. If the subscriber wants to be notified on their pager, specify the “Pager Dial
String” that should be sent. Set “Outgoing Access” to the trunk group number
that the call should be made on or 92000 for ARS (Automatic Route Selection
also known as Least Cost Routing). Delete the “#” in the “Outgoing
Termination” field.

15. Open “Timers and Limits”.

16. Specify the appropriate settings for these timers based on how frequently the
subscriber would like to be called for a message.
• Number of Call Attempts: How many times the subscriber should be
called before the Voice Processor moves on to the next Cascade Level.
• Number Called Busy Timer: The amount of time the Voice Processor will
wait between call attempts whenever a busy signal is encountered.
• Personal Number No Answer Timer: The amount of time the Voice
Processor will wait between call attempts when a call to a personal
number is unanswered.
• Pager Notification Retry Timer: The amount of time the Voice Processor
will wait between call attempts to a pager.

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 17. If appropriate, program additional Cascade Levels and/or “Alternate Message
Notification”.

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 18. At main view of the mailbox, set Remote Messaging to “Yes”.

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4.3 Creating a Group List
A group list is an easy way to send one voice mail message to several people at the
same time.

To create a Group List:

1. Click on “Voice Processor”.

2. Select “Devices”.
3. Click on “Group Lists”.
4. Right click in an open space on the database entry side and select “Create
Group List”.
5. Enter a “Group List Extension”.
6. Now fill in the “Description” and “Username”.

7. Double click on the new Group List.

8. Right click on the database entry side and select “Add To…List”.
9. Select “Mailboxes” and click “Next”.
10. Select the mailboxes you want to include, click “Add Items” and then click
“Finish”.

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4.4 Audiotex Recordings and Applications

To create an Audiotex Recording:

1. Click on “Voice Processor”.

2. Select “Application-Related Information”.
3. Select “Audiotex Recordings”.
4. Select an unused recording number indicated by a zero in the Recording Length
column.
5. Enter a name for this recording.
6. Make the recording (see Section 3.5)

To activate the Audiotex Recording within a Call Routing Announcement:

1. Click on “Voice Processor”.

2. Select “Devices”.
3. Select “Applications”.
4. You will see a list of the voice processor applications. Select the application that
the audiotex recording will be applied to.
5. Open “Day Greeting”.
6. You will see the current recording that plays during Day mode.

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 7. Right click on the open space and select “Add to Day Greeting List” to add the
audiotex recording.
8. “Audiotex Recording” should be highlighted, click “Next”.
9. Select the recording you want to add, click “Add Items”, then click “Finish”.
10. You can drag and drop the recordings to be played in a specific order. Recordings
can also be removed by right clicking on the recording and choosing “Remove
Selected Items”.
11. Open “Night Greeting” and repeat steps 6-10 to apply the Audiotex recording to
the Night mode.

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 To modify the Digit Translation for a Call Routing Announcement:

1. Click on “Voice Processor”.

2. Select “Devices”.
3. Select “Applications”.
4. You will see a list of the voice processor applications. Select the application you
need to modify the Digit Translation for.
5. Open “Digit Translation”.
6. Choose the appropriate “Action” from the drop-down list for the particular digit
that will be entered by the caller. Specify the appropriate “Transfer Destination”
if necessary.

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 Scheduled Time-Based Application Routing (STAR) Programming:

1. Click on “Voice Processor”.

2. Select “Devices”.
3. Select “Applications”.
4. Select your STAR Routing Application.
5. You’ll notice there are 20 different options to program besides the “Default
Application”, which is usually the Night Application.
6. Option number 20 is usually programmed for the normal operating days of the
week and hours.
7. Options 1-19 are usually programmed for scheduling holidays for automated start
and stop playback of the holiday recording. These options are searched in order
by the system.
8. Left click once to the right and under the “Description” column for Option 1 and
label the holiday being observed.

9. Double Click on the option to program the parameters.

10. Across from “Application” enter your “Holiday” application (this will be a Call
Routing Announcement).
11. Change Specific Dates to “Yes”.

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 12. Enter the Start and Stop dates.
**If you are closed 1 day for Independence Day, your start and stop days would
be the same, ex. 7/4 to 7/4.
If you are closed for 2 days for Thanksgiving, your start and stop times would be
the two days, ex. 11/23 for the Start Date and 11/24 for the Stop Date.

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4.5 Recording a Greeting via the System Administrator Mailbox
To record an Audiotex Recording:

1. Call Voice Mail by either dialing its extension or pressing the VMAIL button on
your endpoint.
2. Press *
3. Enter your System Administrator mailbox number. If you do not know your
System Administrator mailbox number, contact your Project Coordinator.
4. Enter the password followed by #
5. Enter 9
6. Enter 3 (Recording Options)
7. Enter 1 (Make a Custom Recording)
8. Enter the Audiotex recording number (all 3 digits)
9. If you have an Enterprise Messaging Voice Mail Unit and you are re-recording an
existing Audiotex recording, you will hear the following options: “To record a
standard greeting, press 1; To copy the standard greeting to the speech recognition
greeting, press 2; To record a speech recognition greeting, press 3.” Press 1.
10. Record your greeting. Press # when you are done recording.
11. Press # again to save the recording.
12. If you have an Enterprise Messaging Voice Mail Unit, you will hear the following
options: “If you would to copy this recording to the speech recognition greeting,
press 1; To record a new speech recognition greeting, press 3.” If you are not
using speech recognition, press 1. If you are using speech recognition, press 3
and repeat steps 10 and 11.
13. Hang-up.

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5.0 Technical Support

Sometimes, even the best of us make mistakes. If you have been programming the
system and the endpoints or voice mail start acting strange, the first step is to stop
right there. Think about what you have been changing. You might need to put things
back the way they were before you started programming. The best way to do this is
to call Inter-Tel, and have a support technician assist you. If you do not have back up
disks, a support technician can provide you a copy. Always be sure that you have a
current copy of a database save near the phone equipment at all times. ALWAYS
SAVE A COPY OF THE DATABASE BEFORE YOU START MAKING
CHANGES. If you still continue to have problems when making changes, call Inter-
Tel as soon as possible.

Inter-Tel also has a 24-hour emergency service available for you*. If your system is
down or the voice mail system is not answering, please call the phone number your
Project Coordinator provided to you and select the option for the emergency mailbox.
Please leave a message in the mailbox, and our on-call technician will be paged
automatically. If this is not an emergency, your call will be logged the following
business day.

*Depending on the source or cause of the problem, applicable charges may

apply.

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5.1 Troubleshooting Audio Problems on IP Endpoints
When a key user is experiencing audio problems with their IP endpoint, they can
enter Feature Code 320 on their endpoint in order to document the problem and have
the System Administrator notified. This Feature Code must be enabled as a flag on
the endpoint in order for the key user to be able to use it:

1. Click on “System”.
2. Click on “Endpoint-Related Information”.
3. Click on “Flags”.
4. Click on “Audio Diagnostics”.
5. To add endpoints, right click on the open space and select “Add To {flag}
List…”.
6. Choose “IP Endpoint” and click “Next”.
7. Select the IP endpoints and click “Add Items”. Click “Finish”.
8. To remove an IP endpoint, right click on the IP endpoint you want to remove and
choose “Remove Selected Items”.

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 There are 12 different audio problems that can be documented with this feature,
however, only 4 can be enabled at one time. To modify the audio problems that are
enabled on your system, follow these steps:

1. Click on “System”.
2. Click on “Endpoint-Related Information”.
3. Click on “Audio Diagnostics”.
4. Set the appropriate 4 options to “Yes”.

Once the user completes the Audio Diagnostics feature, the system generates Alarm
128 and the administrator station(s) display(s) SYS ALARM #128 <EXT> AUDIO
FRZ. You will need to collect the freeze that contains Message Print entry. Review
the freeze diagnostics data. If you need further assistance, contact Technical Support.

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5.2 Importance of a UPS
It is strongly recommended that your phone system be connected to a UPS (Un-
Interruptible Power Supply). Your system will last longer and perform more reliably
if it is connected to a good clean source of power. A UPS will clean and condition
the power to remove any of the surges, spikes, and brown outs that happen everyday.
Plus, a UPS will allow you to use your endpoints even if the building loses power
completely. How long the phone system will continue to operate after the power goes
out depends upon the size of the phone system and the rating of the UPS. Consult
your Sales Rep for the appropriate size UPS for your system. You have purchased a
high quality, expensive, phone system. Protect it in every way that you can.

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5.3 Class Questionnaire

Inter-Tel, Inc. is committed to constantly improving the quality of the services that we
provide our customers. Please take a few minutes to fill out the following questionnaire
and return it to your Project Coordinator.

Company Name:
________________________________________________________________________

Date:
________________________________________________________________________

Instructor:
________________________________________________________________________

1. Please rate the quality of today’s class overall.

2. Were there any topics not covered in the class that you think should be included in
future classes?

3. Would you be interested in an advanced System Admin class with much more in
depth programming and hardware training?

4. Please list any additional comments that you may have about today’s class. Both
positive and negative comments are welcomed. Please help us to improve.

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