NEC SV-8100 Features & Specifications Manual

i ___________________________________________________________________________________ ___________________________________________________________________________________ TABLE OF CONTENTS Section 1 About This Chapter ........................................................................................ 1-1 Section 2 Important Notes ............................................................................................ 1-2 Account Code – Forced/Verified/Unverified ........................................... 1-3 Account Code Entry ............................................................................. 1-11 Alarm .................................................................................................... 1-17 Alarm Reports ...................................................................................... 1-21 Alphanumeric Display ........................................................................... 1-33 Analog Communications Interface (ACI) .............................................. 1-35 Ancillary Device Connection ................................................................. 1-43 Answer Hold ......................................................................................... 1-47 Answer Key .......................................................................................... 1-51 Attendant Call Queuing ........................................................................ 1-55 Automatic Call Distribution (ACD) ........................................................ 1-57 Automatic Release ............................................................................... 1-91 Automatic Route Selection ................................................................... 1-95 Background Music .............................................................................. 1-117 Barge-In .............................................................................................. 1-121 Battery Backup – System Memory ..................................................... 1-127 Battery Backup – System Power ........................................................ 1-129 Call Appearance (CAP) Keys ............................................................. 1-131 Call Duration Timer ............................................................................ 1-137 Call Forwarding – Park and Page ...................................................... 1-139 Call Forwarding .................................................................................. 1-145 Call Forwarding with Follow Me ......................................................... 1-159 Call Forwarding, Off-Premise ............................................................. 1-163 Call Forwarding/Do Not Disturb Override ........................................... 1-179

___________________________________________________________________________________ Issue 5.0 UNIVERGE SV8100 Call Monitoring ................................................................................... 1-183 Call Redirect ....................................................................................... 1-189 Call Waiting/Camp-On ....................................................................... 1-193 Callback ............................................................................................. 1-199 Caller ID Call Return .......................................................................... 1-205 Caller ID ............................................................................................. 1-207 Caller ID – Flexible Ringing ................................................................ 1-223 Central Office Calls, Answering ......................................................... 1-231 Central Office Calls, Placing .............................................................. 1-245 Class of Service ................................................................................. 1-257 Clock/Calendar Display ...................................................................... 1-277 Code Restriction ................................................................................. 1-283 Code Restriction In Credit .................................................................. 1-293 Code Restriction Override .................................................................. 1-299 Code Restriction, Dial Block ............................................................... 1-307 Conference ......................................................................................... 1-313 Conference, Remote .......................................................................... 1-323 Conference, Voice Call/Privacy Release ........................................... 1-327 Continued Dialing ............................................................................... 1-331 Data Line Security .............................................................................. 1-335 Delayed Ringing ................................................................................. 1-337 Department Calling ............................................................................ 1-343 Department Call Forward ................................................................... 1-355 Department Step Calling .................................................................... 1-365 Dial Pad Confirmation Tone ............................................................... 1-369 Dial Tone Detection ............................................................................ 1-371 Dialing Number Preview ..................................................................... 1-375 Digital Trunk Clocking ........................................................................ 1-379 Direct Inward Dialing (DID) ................................................................ 1-385

iii ___________________________________________________________________________________ ___________________________________________________________________________________ Direct Inward Line (DIL) ..................................................................... 1-403 Direct Inward System Access (DISA) ................................................. 1-409 Direct Station Selection (DSS) Console ............................................. 1-427 Directed Call Pickup ........................................................................... 1-439 Directory Dialing ................................................................................. 1-443 Distinctive Ringing, Tones and Flash Patterns ................................... 1-447 Do Not Disturb .................................................................................... 1-453 Door Box ............................................................................................ 1-459 Drop Key ............................................................................................ 1-467 DT700 Large LED Indication .............................................................. 1-471 Embedded VRS .................................................................................. 1-475 Facsimile CO Branch Connection ...................................................... 1-489 Flash ................................................................................................... 1-493 Flexible Length DDI ............................................................................ 1-497 Flexible System Numbering ............................................................... 1-501 Flexible Timeouts ............................................................................... 1-521 Flexible Transfer/Virtual Loopback ..................................................... 1-531 Forced Trunk Disconnect ................................................................... 1-535 Group Call Pickup .............................................................................. 1-539 Group Listen ....................................................................................... 1-545 Handset Mute ..................................................................................... 1-547 Handsfree and Monitor ....................................................................... 1-549 Handsfree Answerback/Forced Intercom Ringing .............................. 1-555 Headset Operation ............................................................................. 1-561 Hold .................................................................................................... 1-567 Hot Key-Pad ....................................................................................... 1-575 Hotel/Motel ......................................................................................... 1-579 Hotline ................................................................................................ 1-593 Howler Tone Service .......................................................................... 1-601

___________________________________________________________________________________ Issue 5.0 UNIVERGE SV8100 Intercom ............................................................................................. 1-603 ISDN Compatibility ............................................................................. 1-611 Last Number Redial ........................................................................... 1-633 Line Preference .................................................................................. 1-637 Long Conversation Cutoff .................................................................. 1-643 Loop Keys .......................................................................................... 1-647 Meet Me Conference .......................................................................... 1-653 Meet Me Paging ................................................................................. 1-657 Meet Me Paging Transfer ................................................................... 1-663 Memo Dial .......................................................................................... 1-669 Message Waiting ................................................................................ 1-673 Microphone Cutoff .............................................................................. 1-681 Mobile Extension ................................................................................ 1-685 Music on Hold .................................................................................... 1-709 Name Storing ..................................................................................... 1-719 Night Service ...................................................................................... 1-723 Off-Hook Signaling ............................................................................. 1-733 One-Touch Calling ............................................................................. 1-739 Operator ............................................................................................. 1-745 (OPX) Off-Premise Extension ............................................................ 1-747 Paging, External ................................................................................. 1-757 Paging, External (VRS) ...................................................................... 1-765 Paging, Internal .................................................................................. 1-769 Park .................................................................................................... 1-775 Power Failure Transfer ....................................................................... 1-787 Prime Line Selection .......................................................................... 1-791 Private Line ........................................................................................ 1-797 Programmable Function Keys ............................................................ 1-803 Pulse to Tone Conversion .................................................................. 1-809

v ___________________________________________________________________________________ ___________________________________________________________________________________ Q-Sig .................................................................................................. 1-811 Redial Function .................................................................................. 1-823 Repeat Redial ..................................................................................... 1-827 Reverse Voice Over ........................................................................... 1-831 Ring Groups ....................................................................................... 1-835 Ringdown Extension (Hotline), Internal/External ................................ 1-841 Room Monitor ..................................................................................... 1-845 Save Number Dialed .......................................................................... 1-851 Secretary Call (Buzzer) ...................................................................... 1-855 Secretary Call Pickup ......................................................................... 1-859 Selectable Display Messaging ........................................................... 1-861 Selectable Ring Tones ....................................................................... 1-867 Serial Call ........................................................................................... 1-871 Single Line Telephones ...................................................................... 1-875 SLT Adapter ....................................................................................... 1-887 Softkeys .............................................................................................. 1-905 Speed Dial – System/Group/Station ................................................... 1-907 Speed Dial – Telephone Book ............................................................ 1-925 Station Hunt ........................................................................................ 1-933 Station Message Detail Recording ..................................................... 1-935 Station Name Assignment – User Programmable .............................. 1-955 Station Relocation .............................................................................. 1-959 Synchronous Ringing ......................................................................... 1-963 Tandem Ringing ................................................................................. 1-965 Tandem Trunking (Unsupervised Conference) .................................. 1-969 Toll Restriction .................................................................................... 1-985 Toll Restriction In Credit ..................................................................... 1-987 Toll Restriction Override .................................................................... 1-989 Toll Restriction, Dial Block .................................................................. 1-991

___________________________________________________________________________________ Issue 5.0 UNIVERGE SV8100 Tone Override .................................................................................... 1-993 Traffic Reports .................................................................................... 1-997 Transfer ............................................................................................ 1-1001 Trunk Group Routing ........................................................................ 1-1015 Trunk Groups ................................................................................... 1-1021 Trunk Port Disable ........................................................................... 1-1027 Trunk Queuing/Camp-On ................................................................. 1-1029 Unicast/Multicast Paging Mode ........................................................ 1-1033 Uniform Call Distribution (UCD) ....................................................... 1-1041 Uniform Numbering Network ............................................................ 1-1051 UNIVERGE Multimedia Conference Bridge ..................................... 1-1059 Universal Slots ................................................................................. 1-1069 User Programming Ability ................................................................ 1-1073 Virtual Extensions ............................................................................ 1-1075 Voice Mail Integration (Analog) ........................................................ 1-1083 Voice Mail Message Indication on Line Keys ................................... 1-1105 Voice Over ....................................................................................... 1-1111 Voice Response System (VRS) ....................................................... 1-1117 Voice Response System (VRS) Upload Download Audio ................ 1-1141 Voice Response System (VRS) – Call Forward – Park and Page ... 1-1149 Volume Controls ............................................................................... 1-1155 Warning Tone for Long Conversation .............................................. 1-1157

vii ___________________________________________________________________________________ ___________________________________________________________________________________ LIST OF TABLES Table 1-1 Sample Alarm Report ...................................................................................... 1-22 Table 1-2 Alarm Report Definitions ................................................................................. 1-23 Table 1-3 Alarm Report Item Definitions ......................................................................... 1-23 Table 1-4 Sample System Information Printout ............................................................... 1-24 Table 1-5 Keys for Entering Names .............................................................................. 1-218 Table 1-6 Caller ID Matching Rule ................................................................................ 1-225 Table 1-7 Dial Tone Detection Program Interaction ...................................................... 1-374 Table 1-8 Example 2 (Manual Change) ......................................................................... 1-390 Table 1-9 LED Flash Patterns ....................................................................................... 1-402 Table 1-10 Distinctive Ringing: Tones and Flash Patterns ............................................. 1-447 Table 1-11 Extension Busy Setup ................................................................................... 1-598 Table 1-12 Incoming Ringing Tone ................................................................................. 1-607 Table 1-13 Restrictions for Calling Party Names ............................................................. 1-613 Table 1-14 Supported Service Codes ............................................................................. 1-687 Table 1-15 Keys for Entering Names .............................................................................. 1-722 Table 1-16 Overview of Supported QSIG Standards ...................................................... 1-813 Table 1-17 Selectable Display Messaging Defaults ........................................................ 1-861 Table 1-18 Selectable Display Message – Character Entry Chart .................................. 1-865 Table 1-19 Keys for Entering Names .............................................................................. 1-920 Table 1-20 SMDR Report Definitions .............................................................................. 1-938 Table 1-21 SMDR Report Format with Program 35-02-14 Set to ‘0’ ............................... 1-939 Table 1-22 SMDR Report Format with Program 35-02-14 Set to ‘1’ ............................... 1-940 Table 1-23 SMDR Summary Report ................................................................................ 1-942 Table 1-24 Keys for Entering Names .............................................................................. 1-957

___________________________________________________________________________________ Issue 5.0 UNIVERGE SV8100 Table 1-25 Board Power Factor .................................................................................... 1-1069 Table 1-26 Terminal Power Factor ................................................................................ 1-1070 Table 1-27 Maximum Number of Package Installed ..................................................... 1-1070 Table 1-28 Voice Prompting Messages ........................................................................ 1-1121 Table 1-29 Default Incoming Ringing Tone ................................................................... 1-1142 Table 1-30 Error Messages and Causes ....................................................................... 1-1146

1 - 1 Features 1 Features SECTION 1 ABOUT THIS CHAPTER This chapter provides an alphabetical listing of the features that are available with the UNIVERGE SV8100 system. Each feature provides the following information: Description – briefly describes the feature and how it is use. Conditions – provides special operating conditions (if any) that need to be considered with using the feature. Default Settings – indicates the factory default setting (if any) System Availability – describes multiline terminals that can be used with this feature and lists any additional equipment, such as adapters or blades, that must be installed for this feature to operate. Programming – lists the memory blocks that support the feature. Related Features – lists features that are associated with the feature being described (e.g., the Account Codes feature lists the Speed Dialing feature in the related features list because speed dialing bins can contain stored account code (if any). Operation – provides step-by-step instructions for using the feature.

Features SECTION 2 IMPORTANT NOTES Simplifying Multiline Terminal Operation with One-Touch Keys A multiline terminal user can access many features Service Codes (e.g., Service Code 844 sets Call Forward Busy/No Answer). To streamline the operation of their telephone, a multiline terminal user can store these codes under One-Touch Keys. This provides one-button operation for almost any feature. To find out more, turn to the One-Touch Calling and One-Touch Serial Operation features. Programmable Keys When reading an instruction using programmable keys, you will see a notation similar to (PRG 15-07 or SC nnn). This means that the key requires service code nnn, and you can program this code in Program 15-07 or by dialing Service Code 851 or 852. Refer to the Programmable Function Keys feature for more information. Using Handsfree The manual assumes each extension has Automatic Handsfree. This lets a user just press a line key or Speaker key to answer or place a call. For extensions without Automatic Handsfree, the user must: � Lift the handset or press Speaker for Intercom dial tone. � Lift the handset or press Speaker, then press a line key for trunk dial tone. Port Assignments Port Calculation for Trunks: The system detects the type of blade (trunk or extension) and assigns the required extension or trunk ports to the slot. The system will use the next available port numbers – it will not reserve any ports.

1 - 3 A Account Code – Forced/Verified/Unverified Description Account Codes are user-dialed codes that help the system administrator categorize and/or restrict trunk calls. The system has two types of Forced Account Codes: � Forced Account Codes (Unverified) Forced Account Codes require an extension user to enter an Account Code every time they place a trunk call. If the user does not enter the code, the system prevents the call. As with Account Codes, the extension user can elect to enter an Account Code for an incoming call. However, the system does not require it. Once set up in system programming, you can enable Forced Account Codes on a trunk-by-trunk basis. In addition, Forced Account Codes can apply to all outside calls or just long distance calls. Forced Account Codes for Toll Calls restricts calls according to the following chart: � Verified Account Codes With Verified Account Codes, the system compares the Account Code the user dials to a list of up to 2000 pre-programmed codes. If the Account Code is in the list, the call goes through. If the code dialed is not in the list, the system prevents the call. Verified Account Codes can have 3~16 digits using the characters 0~9 and #. During programming, you can use “wild cards” to streamline entering codes into system Number of Digits Dialed If first digit is not 1 If first digit is 1 1~3 Not allowed Not allowed 4~7 Allowed – does not require Account Code Allowed – requires Account Code More than 71 Allowed – requires Account Code Allowed – requires Account Code 800 and 888 Allowed – requires Account Code Allowed – does not require Account Code 011 (International) Allowed – requires Account Code N/A 911 Allowed – does not require Account Code N/A 1 If you change the local call length in Toll Restriction, this value changes accordingly.

Account Code – Forced/Verified/Unverified memory. For example, the entry 123@ lets users dial Verified Account Codes from 1230 through 1239. Operator Notification To prevent Account Code abuse, the system can notify the operator each time an Account Code violation occurs (Program: 20-13-20). This can happen if the user fails to enter an Account Code (if Forced) or enters a Verified Account Code that is not in the list. The notification is an automatic Intercom call to the attendant and a RESTRICT message in the operator display. Account Codes for Incoming Calls The system allows extension users to enter Account Codes for incoming calls. When this option is enabled, a user can dial * while on an incoming call, enter an Account Code, and then dial * to return to their caller. If the option is disabled, any digits the user dials after answering an incoming call outdial on the connected trunk. Hiding Account Codes Account Codes can be optionally hidden from a telephone display. This would prevent, for example, an unauthorized co-worker from obtaining a Verified Account Code by watching the display and making note of the digits that dial out. When hidden, the Account Code digits show as * on the telephone display. Account Code Capacity Account Codes print along with the other call data on the SMDR record after the call completes. Account Codes can have 1~16 digits using 0~9 and #. Verified Account Codes can have 3~16 digits. Redialed Numbers Do Not Contain Account Codes When using the Last Number Redial, Save or Repeat Dial features, the system does not retain Account Code information. Any number redialed with these features, the user needs to reenter an Account Code. . If a user enters *12345*203 926 5400*67890*, if the Last Number Redial feature is used, the system dials the number as 203 926 5400*67890*. The *67890*is not treated as an Account Code.

1 - 5 Conditions � If a user enters a code that exceeds the 16 digit limit, the system ignores the Account Code Entry. � If the system has Account Codes disabled, the digits dialed (e.g., *1234*) appear on the SMDR report as part of the number dialed. � If using Forced Account Code with single line telephone you need a VRS to get the prompts to enter the Forced Account Code. � When you use Forced Account Code on only toll calls, and you dial a local call, you hear a beep. � Speed Dial – System/Group/Station bins can contain stored Account Codes. They can be prevented from being displayed using Program 20-07-04. � To simplify Account Code Entry, store the Account Code (e.g., *1234*) in a One-Touch Key. Just press the key instead of dialing the codes. � Account Codes appear on the SMDR report (even if they are hidden on the telephone display). � Do not use an asterisk within a PBX/CTX access code when using Account Codes. The *, causes the trunk to stop sending digits to the central office until another * is entered. � Account Codes for incoming calls not available for single line telephones. Default Settings Account Codes are disabled. System Availability Terminals Any Station Required Component(s) VRS for Forced Account Codes for Single Line Telephones

Account Code – Forced/Verified/Unverified Related Features Automatic Route Selection PBX Compatibility Speed Dial – System/Group/Station Station Message Detail Recording Guide to Feature Programming Program Number Program Name Description/Comments Assigned Data 14-01-11 Basic Trunk Data Setup – Account Code Required Enable (1) or disable (0) Account Codes for each trunk. 0 = Disable 1 = Enable (default = 1) 15-07-01 Programmable Function Keys Assign a function key as an Account Code key (code 50). Use this key instead of the dial pad to enter the * before and after the Account Code. Line Key 1~48 0~99 (Normal Function Code 851 by default) *00 ~ *99 (Appearance Function Code) (Service Code 852 by default) 20-06-01 Class of Service for Extensions Assign a Class of Service (1~15) to an extension. Day Night/Mode: 1~8 Class of Service of Extensions (1~15) Default: Extension port 101 = Class 15 All other extension port = Class 1 20-13-20 Class of Service Options (Supplementary Service) – Account Code/Toll Restriction Operator Alert (Restricted Operation Transfer) In an extension Class of Service, turn On (1) or Off (0) the Operator Alert when a forced account code is incorrectly entered. 0 = Off 1 = On (default = 0 for COS 01~15) 21-01-14 System Options for Outgoing Calls – Forced Account Code Inter-digit Timer The system waits this time for a user to enter a Forced Account code. 0~64800 (seconds) (default = 3 seconds) 21-04-01 Toll Restriction Class for Extensions Use this option to assign a Toll Restriction Class (1~15) to an extension. Day/Night Mode 1~9 (9 = Power Failure Mode) 1~15 (default = 2)

1 - 7 35-05-01 Account Code Setup – Account Code Mode For each Class of Service (1~15) use this option to select the Account Code Mode. 0 = Account Codes disabled. (Codes entered dial out as part of initial call.) 1 = Account Codes optional (not required). 2 = Account Codes required (forced) but not verifiable. 3 = Account Codes required (forced) and verifiable. (default = 0) 35-05-02 Account Code Setup – Forced Account Code Toll Call Setup Use this option to enable Account Codes for all calls or just toll calls (for mode 2 or 3 in Program 35-05-01). 0 = Account Codes for toll and local calls (All) 1 = Account Codes just for toll calls (STD) (default = 0) 35-05-03 Account Code Setup – Account Codes for Incoming Calls For each Class of Service (1~15), enter 1 in this option to enable Account Codes for incoming calls. Enter 0 to disable Account Codes for incoming calls. If disabled, any codes you enter dial out on the connected trunk. 0 = Disable Account Codes for incoming calls 1 = Enable Account codes for incoming calls (default = 0) 35-05-04 Account Code Setup – Hiding Account Codes For each Class of Service (1~15), enter 1 to have the system hide Account Codes on an extension display as they are entered. Enter 0 to have the Account Codes displayed. 0 = Account Codes Displayed 1 = Account Codes not Displayed (default = 0) 35-06-01 Verified Account Code Table – Verified Account Code Use this option to enter data into the Verified Account Code Table. You can enter up to 2000 codes from 3~16 digits in length. For a wild card @, press the LK 1. Up to 16 digits Enter: 1~9, 0, #, @ (@ = Wild Card) (default not assigned) 40-10-01 Voice Announcement Service Option – VRS Fixed Message Used (1) or Not Used (0) the Fixed VRS messages. 0 = Not Used 1 = Used (default = 0) Program Number Program Name Description/Comments Assigned Data

Account Code – Forced/Verified/Unverified Operation To enter an Account Code any time while on a trunk call: The outside caller cannot hear the Account Code digits you enter. You can use this procedure if your system has Optional Account Codes enabled. You may also be able to use this procedure for incoming calls. This procedure is not available for single line telephones. 1. Dial *. - OR - Press your Account Code key (Program 15-07-01 or SC 851: code 50). 2. Dial your Account Code (1~16 digits, using 0~9 and #). . If Account Codes are hidden, each digit you dial shows an “*” character on the telephone display. 3. Dial *. - OR - Press your Account Code key (Program 15-07-01 or SC 851: code 50). To enter a Forced Account Code before dialing the outside number: If your system has Forced or Verified Account Codes, you may use this procedure instead of letting the system prompt you for your Account Code. You may also use this procedure if your system has Optional Account Codes. If your system has Verified Account Codes enabled, be sure to choose a code programmed into your Verified Account Code list. 1. Access trunk for outside call. . You can access a trunk by pressing a line key or dialing a code. Refer to Central Office Calls, Placing on page 1-245 for more information. 2. Dial *. - OR - Press your Account Code key (Program 15-07-01 or SC 851: code 50). 3. Dial your Account Code [1~16 digits, using 0~9 and # or (3~16 digits for Forced)]. . If you make an incorrect entry, your system may automatically alert the operator. If Account Codes are hidden, each digit you dial shows an * on the telephone display (depending on programming). 4. Dial *. - OR - Press your Account Code key (Program 15-07-01 or SC 851: code 50).

1 - 9 5. Dial the number you want to call. To dial an outside number and let your system tell you when a Forced Account Code is required: 1. Access a trunk and dial the number you want to call. 2. Wait for your call to go through. - OR - 3. If you hear “Please enter an Account Code,” (depending on system programming) and your display shows ENTER ACCOUNT CODE. o Dial *. - OR - Press your Account Code key (Program 15-07-01 or SC 851: code 50). o Dial your Account Code (3~16 digits, using 0~9 and #). If Account Codes are hidden, each digit you dial shows an * on the telephone display. o Dial *. - OR - Press your Account Code key (Program 15-07-01 or SC 851: code 50). To enter an Account Code for an incoming call: This procedure is not available for single line telephones. 1. Answer incoming call. . If Account Codes for Incoming Calls is disabled, the following steps dial digits out onto the connected trunk. 2. Dial *. 3. Enter the Account Code (1~16 digits). . You can enter any code of the proper length. 4. Dial *. To enter a Forced Account Code at a single line telephone: 1. Access trunk for outside call. . You can access a trunk by dialing a code. Refer to Central Office Calls, Placing for more information. . With Forced Account Codes, you hear, “Please enter an Account Code.”(depending on programming). 2. Dial *. 3. Enter Account Code (3~16 digits). 4. Dial *. 5. Dial number you want to call.

Account Code – Forced/Verified/Unverified THIS PAGE INTENTIONALLY LEFT BLANK

1 - 11 Account Code Entry Description Account Codes are user-dialed codes that help the system administrator categorize and/or restrict trunk calls. Optional Account Codes allow a user to enter an Account Code while placing a trunk call or anytime while on a call. The system does not require the user to enter the optional account code. Account Codes for Incoming Calls The system can control the ability of extension users to enter Account Codes for incoming calls. When this option is enabled, a user can dial * while on an incoming call, enter an Account Code, and then dial * to return to their caller. If the option is disabled, any digits the user dials after answering an incoming call outdial on the connected trunk. Hiding Account Codes Account Codes can be optionally hidden from a telephone display. This prevents, for example, an unauthorized co-worker from obtaining a Verified Account Code by watching the display and making note of the digits that dial out. When hidden, the Account Code digits show an * on the telephone display. Account Code Capacity Account Codes print along with the other call data on the SMDR record after the call completes. Account Codes can have 1~16 digits using 0~9 and #. Redialed Numbers Do Not Contain Account Codes When using the Last Number Redial, Save or Repeat Dial features, the system does not retain Account Code information. To redial any number with these features, the user must enter an Account Code. . If a user enters *12345*203 926 5400*67890*, if the Last Number Redial feature is used, the system dials the number as 203 926 5400*67890*. The *67890* is not treated as an Account Code. Conditions � If a user enters a code that exceeds the 16 digit limit, the system ignores the Account Code Entry. � If the system has Account Codes disabled, the digits dialed (e.g., *1234*) appear on the SMDR report as part of the number dialed. � Do not use an asterisk in a PBX access code when using Account Codes. Otherwise, after the *, the trunk stops sending digits to the central office.

Account Code Entry � Account Codes appear on the SMDR report (even if they are hidden on the telephone display). � To simplify Account Code Entry, store the Account Code (e.g., 1234) in a One-Touch Key. Press the key instead of dialing the codes. � Speed Dialing bins can contain stored Account Codes. Prevent them from being displayed using Program 20-07-04. Default Settings Disabled System Availability Terminals All Terminals Required Component(s) None Related Features Automatic Route Selection One-Touch Calling PBX Compatibility Speed Dial – System/Group/Station Station Message Detail Recording

1 - 13 Guide to Feature Programming Program Number Program Name Description/Comments Assigned Data 14-01-11 Basic Trunk Data Setup – Account Code Required Enable (1) or disable (0) Account Codes for each trunk. 0= Disable 1= Enable (default = 1) 15-07-01 Programmable Function Keys Assign a function key as an Account Code key (code 50). Use this key instead of the dial pad to enter the * before and after the Account Code. Line Key 1~48 0~99 (Normal Function Code 851 by default) *00 ~ *99 (Appearance Function Code) (Service Code 852 by default) 20-06-01 Class of Service for Extensions Assign a Class of Service (1~15) to an extension. Day Night/Mode: 1~8 Class of Service of Extensions (1~15) Default: Extension port 101 = Class 15 All other extension port = Class 1 21-01-04 System Options for Outgoing Calls – Dial Tone Detection Time Adjust the interval the system waits for the Telco to return Dial Tone. 0~64800 (seconds) (default = five seconds) 35-05-01 Account Code Setup – Account Code Mode Use this option to select the Account Code Mode. 0 = Account Codes Disabled (Codes entered dial out as part of initial call.) 1 = Account Codes optional (not required). 2 = Account Codes required but not verified. 3 = Account Codes required (forced) and verified. (default = 0) 35-05-02 Account Code Setup – Forced Account Code Toll Call Setup Enable Account Codes for all calls or just toll calls (for mode 2 or 3 in Program 35-05-01). 0 = Account Codes for toll and local calls (All) 1 = Account Codes just for toll calls (STD) (default = 0) 35-05-03 Account Code Setup – Account Codes for Incoming Calls For each Class of Service (1~15), enter 1 in this option to enable Account Codes for incoming calls. Enter 0 to disable Account Codes for incoming calls. If disabled, any codes you enter dial out on the connected trunk. 0 = Account Codes for incoming calls disabled (No) 1 = Account codes for incoming calls (Yes) (default = 0)

Account Code Entry Operation To enter an Account Code anytime while on a trunk call: The outside caller cannot hear the Account Code digits you enter. You can use this procedure if your system has Optional Account Codes enabled. You may also be able to use this procedure for incoming calls. This procedure is not available for single line telephones. 1. Dial *. - OR - Press your Account Code key (Program 15-07 or SC 851: code 50). 2. Dial your Account Code (1~16 digits, using 0~9 and #). . If Account Codes are hidden, each digit you dial shows an * on the telephone display. 3. Dial *. - OR - Press your Account Code key (Program 15-07 or SC 851: code 50). To enter an Account Code before dialing the outside number: If your system has Forced or Verified Account Codes, you may use this procedure instead of letting the system prompt you for your Account Code. You may also use this procedure if your system has Optional Account Codes. 35-05-04 Account Code Setup – Hiding Account Codes For each Class of Service (1~15), enter 1 to have the system hide Account Codes on an extension display as they are entered. Enter 0 to have the Account Codes displayed. 0 = Display Account Codes 1 = Hide Account Codes (default = 0) 35-06-01 SMDR Account Code Setup – Verified Account Code Use this table to enter Account Codes into the Verification Account Code List. You can enter up to 2000 codes with three ~ six digits, using the characters 0 ~ 9 or #. Use the LK1 to enter a wild card. For example, the entry @234 means the user can enter 0234-9234. Up to 16 digits Enter: 1~9, 0, #, @ (@ = Wild Card) (default not assigned) Program Number Program Name Description/Comments Assigned Data

1 - 15 If your system has Verified Account Codes enabled, be sure to choose a code programmed into your Verified Account Code list. 1. Access trunk for outside call. . You can press a line key or dial a code (except 9) to access a trunk. Refer to Central Office Calls, Placing on page 1-245 for more information. 2. Dial *. - OR - Press your Account Code key (Program 15-07 or SC 851: code 50). 3. Dial your Account Code (1~16 digits, using 0~9 and #). . If you make an incorrect entry, your system may automatically alert the operator. If Account Codes are hidden, each digit you dial shows an * on the telephone display. 4. Dial *. - OR - Press your Account Code key (Program 15-07 or SC 851: code 50). 5. Dial the number you want to call. To enter an Account Code for an incoming call: This procedure is not available for single line telephones. 1. Answer incoming call. . If Account Codes for Incoming Calls is disabled, the following steps dial digits out to the connected trunk. 2. Dial *. 3. Enter the Account Code. . You can enter any code of the proper length. Incoming Account Codes cannot be Forced or Verified. 4. Dial *. To enter an Account Code at a single line telephone: 1. Access trunk for outside call. . You can access a trunk by dialing a code. Refer to Central Office Calls, Placing for more information. 2. Dial *. 3. Enter Account Code (1~16 digits). 4. Dial *. 5. Dial number you want to call.

Alarm Description Alarm lets any station extension work like an Alarm clock. An extension user can have Alarm remind them of a meeting or an appointment. There are two types of Alarms: � Alarm 1 (sounds only once at the preset time) � Alarm 2 (sounds every day at the preset time) Conditions � Single line telephones ring and Music on Hold is heard when the Alarm sounds. � Only a Multiline Terminal can view what time the Alarm is currently set for. Default Settings Alarm is enabled. System Availability Terminals Any Station Required Component(s) None Related Features None

Alarm Guide to Feature Programming Operation To set the alarm: 1. At the multiline terminal, press Speaker. - OR - At the single line telephone, lift the handset. 2. Dial 827. 3. Dial alarm type (1 or 2). . Alarm 1 sounds only once. Alarm 2 sounds each day at the preset time. 4. Dial the alarm time (24-hour clock). . For example, for 1:15 PM dial 1315. A confirmation tone is heard if the alarm has been set. If the alarm was not set, an error tone is heard instead. 5. At the multiline terminal, press Speaker to hang up. - OR - At the single line telephone, hang up. Program Number Program Name Description/Comments Assigned Data 20-01-06 System Options – Alarm Duration Set the duration of the Alarm signal. 0~64800 seconds (default = 30 seconds)

To silence an alarm: 1. At multiline terminal, press Exit. - OR - At the single line telephone, lift the handset. . The single line set user hears Music on Hold when the handset is lifted. To check the programmed alarm time at a multiline terminal: 1. Press Help. 2. Dial 827. 3. Dial alarm type (1 or 2). . The programmed time displays. 4. Press Exit. To cancel an alarm: 1. At the multiline terminal, press Speaker. - OR - At the single line telephone, lift the handset. 2. Dial 827. 3. Dial alarm type (1 or 2). 4. Dial 9999. 5. At a multiline terminal, press Speaker to hang up. - OR - At the single line telephone, hang up.

Alarm Reports Description The UNIVERGE SV8100 system logs various errors and reports information about the operation that can be used to determine the cause of a problem. The system can indicate several errors on the multiline telephone display, output to a USB stick on the CD-CP00, or be downloaded in PCPro. The report data can also be sent via e-mail. Alarm Report The Alarm Reports indicate: � System start-up/upgrade date and time � Blade communication error with date and time and the restoration date and time � Date and time a blade was removed from the system � Date and time an extension was disconnected from the system � Date and time of any system data change

Alarm Reports Table 1-1 Sample Alarm Report << Alarm Report 05/16/2006 14:30 PAGE 001 LVL NO STAT DATE TIME ITEM UNIT SLT PRT PARAMETER MIN 0002 REC 05/16/06 14:21 PKG Installation PRT 02 00 MAJ 0010 ERR 05/16/06 14:21 ISDN Link PRT 02 12 MAJ 0010 REC 05/16/06 14:21 ISDN Link PRT 02 12 MIN 0002 ERR 05/16/06 14:33 PKG Installation PRT 02 00 MIN 0002 ERR 05/16/06 14:33 PKG Installation ESI 05 00 MIN 0002 ERR 05/16/06 14:33 PKG Installation SLIB 07 00 MAJ 0050 WAR 05/16/06 14:33 System Start Up none 00 00 MIN 0002 REC 05/16/06 14:33 PKG Installation PRT 02 00 MAJ 0014 ERR 05/16/06 14:33 NTCPU-LAN Link none 00 00 MAJ 0014 REC 05/16/06 14:35 NTCPU-LAN Link none 00 00 MIN 0002 ERR 05/16/06 14:36 PKG Installation CTP 08 00 MIN 0002 REC 05/16/06 14:37 PKG Installation VMS 08 00 MIN 0002 ERR 05/16/06 14:38 PKG Installation VMS 08 00 MIN 0002 REC 05/16/06 14:40 PKG Installation PRT 07 00 MIN 0002 ERR 05/16/06 14:40 PKG Installation PRT 07 00 MAJ 0006 ERR 05/16/06 14:41 Blocking ESIB 01 05 MAJ 0006 REC 05/16/06 15:01 Blocking ESIB 01 05 MAJ 0006 ERR 05/16/06 15:05 Blocking ESIB 01 07 MAJ 0006 REC 05/16/06 15:07 Blocking ESIB 01 07

System Information The system can print a report of the blades installed, the port assignments, and the port types. This information is sent to the extension defined in Program 90-13. Table 1-2 Alarm Report Definitions Alarm Report Heading Definitions LVL Alarm Type (MAJ = Major, MIN = Minor) NO Number of Alarm (4-digit) STAT Status (REC = Recovered, ERR = Error, WAR = Warning DATE Date the Alarm Occurred TIME Time the Alarm Occurred ITEM Name of the Alarm UNIT Name of the Blade SLT Chassis Slot Number PRT Chassis Port Number PARAMETER Related Information Table 1-3 Alarm Report Item Definitions Item Name Definition PKG Installation Blade is removed or inserted. ISDN Link ISDN Line failure is detected. CD-CP00 – LAN Link CD-CP00 – Lan connection failure is detected. Blocking Terminal Failure may have occurred because terminal blocking is detected. Terminal is unplugged or wire is disconnected. System Data Change System Upgrade performed or Programming change. System Start Up System is reset. SMDR Link Connection failure has been detected between the CD-CP00 and SMDR printer device.

Alarm Reports The System Information Reports indicate: � Date and Time of the Report � Blade names � Slot condition (working, blocked) � Port assignment � Port classification Table 1-4 Sample System Information Printout System Information 05/18/2006 11:02 slot location type assign port condition note 1 1-1 DLC 1-16 Running ******** -------- Connect: * 2 1-2 PRT 1-23 Running 3 1-3 COT 25-28 Running 4 1-4 none none Not Install 5 1-5 DLC 33-40 Not Install -------- Connect: * 6 1-6 LCA 17-24 Running 7 1-7 PRT 29-51 Not Install 8 1-8 VM00 25-32 Running 9 2-1 none Not Install 10 2-2 none Not Install 11 2-3 none Not Install 12 2-4 none Not Install 13 2-5 none Not Install 14 2-6 none Not Install 15 2-7 none Not Install 16 2-8 none Not Install

Conditions � Alarm Reports and System Information Reports can be output to a USB stick on the CD-CP00. � The UNIVERGE SV8100 supports the following Alarms to be output to the LCD of a multiline terminal: o SMDR Buffer Full o CD-CP00-LAN link Error � The UNIVERGE SV8100 does not support printouts of the following Alarms: o Power Failure o RAM Backup Battery Error o Networking Keep Alive Error � Up to 12 System Alarm times can be scheduled to print on a Monthly, Daily, and Hourly time frame. The report indicates both Major and Minor Alarms. � System Information Reports cannot be set to output at a scheduled time. � When using the E-mail functionality of reports, the E-mail address in Program 90-11-10 (From Address) must be set for the E-mail feature to work. � Once output of new alarms is performed, these same alarms are not output a second time. New alarms must be generated before Program 90-12-04 can be performed a second time. � Up to 100 System Alarm Reports can be stored. When the buffer fills, the oldest record is 17 3-1 none Not Install 18 3-2 none Not Install 19 3-3 none Not Install 20 3-4 none Not Install 21 3-5 none Not Install 22 3-6 none Not Install 23 3-7 none Not Install 24 3-8 none Not Install Table 1-4 Sample System Information Printout (Continued) System Information 05/18/2006 11:02 slot location type assign port condition note

Alarm Reports deleted to allow the new record to be saved. � If the System is set up to E-mail the Alarm Reports and the Mail Server is down, the report is not sent. � System Information Reports cannot be set for output via E-mail. � Scheduled Alarm Reports via E-mail prints all alarms. When the system detects New alarms, this information is output via E-mail on an individual basis. � E-mail Alarm Reports can be sent when each New alarm occurs (Per Event). If you want to receive complete Alarm Reports periodically, you must specify 12 individual dates and times in Program 90-24-01 ~ Program 90-24-04 (per period). . A maximum of 99 entries are emailed with the scheduled alarms. Default Settings None System Availability Terminals All Multiline Terminals Required Component(s) USB memory stick Related Features None

Guide to Feature Programming Setting Up Alarms: Program Number Program Name Description/Comments Assigned Data 90-10-01 System Alarm Setup – Alarm Type Set the alarm type 14 and 60. Alarm 14 – CD-CP00-LAN Link Error (IP Layer 1) Assign a Major or Minor alarm status to the LAN link. This program also assigns whether or not the alarm is displayed to a key telephone and whether or not the alarm information is reported to the predefined destination. Alarm 57 - IP Duplication Alarm Assign a Major or Minor alarm status to the IP Duplication Alarm Alarm 60 – SIP Registration Error Notification Assign a Major or Minor alarm status to the SIP Registration Error. This program also assigns whether or not the alarm is displayed to a key telephone and whether or not the alarm information is reported to the predefined destination. 0 = Not Set 1 = Major Alarm 2 = Minor Alarm (default = 0) 90-10-02 System Alarm Setup – Report Assign whether or not the alarm is displayed to a multiline terminal and whether or not the alarm information is reported to the predefined destination in Program 90-11. 0 = No Report (no autodial) 1 = Report (autodial) (default = 0) 90-24-01 System Alarm Report Notification Time Setup – Month Set the month for the alarm report to print. Month 00~12 (0 = Disabled) (default = 00) 90-24-02 System Alarm Report Notification Time Setup – Day Set the day for the alarm report to print. Day 00~31 (0 = Disabled) (default = 00) 90-24-03 System Alarm Report Notification Time Setup – Hour Set the hour for the alarm report to print. Day 00~23 (0 = Disabled) (default = 00) 90-24-04 System Alarm Report Notification Time Setup – Minute Set the minute for the alarm report to print. Day 00~59 (0 = Disabled) (default = 00)

Alarm Reports Printing Reports: Printing System Information Reports: Program Number Program Name Description/Comments Assigned Data 90-12-01 System Alarm Output – Output Port Type Indicate the type of connection used for the System Alarms. The baud rate for the COM port should be set in Program 10-21-02. 0 = No Setting 1~3 = Reserved 5 = USB Memory (default = 0) Program Number Program Name Description/Comments Assigned Data 90-13-01 System Information Output – Output Port Type Indicate the type of connection system information. 0 = No Setting 5 = USB (default = 0) 90-13-02 System Information Output – Destination Extension Number If the output port type (Program 90-13-01) is set to CTA, enter the extension number with the CTA connection. Extension Number (up to eight digits) (default not assigned)

E-mailing Alarm Reports: Program Number Program Name Description/Comments Assigned Data 10-12-01 CD-CP00 Network Setup – IP Address Assign the IP Address. 0.0.0.0 ~ 126.255.255.254 128.0.0.1 ~ 191.254.255.254 192.0.0.1 ~ 223.255.255.254 (default = 192.168.0.10) 10-12-02 CD-CP00 Network Setup – Subnet Mask The setting of Subnet Mask is invalid when all Host Addresses are 0. If the network section is: 0, 127, 128.0, 191.255, 192.0.0, 223.255.255 The setting of Subnet Mask is invalid. 128.0.0.0 240.0.0.0 254.0.0.0 255.192.0.0 255.252.0.0 255.255.128.0 255.255.248.0 255.255.255.0 255.255.255.224 255.255.255.252 192.0.0.0 248.0.0.0 255.0.0.0 255.224.0.0 255.254.0.0 255.255.192.0 255.255.252.0 255.255.255.128 255.255.255.240 255.255.255.254 224.0.0.0 252.0.0.0 255.128.0.0 255.248.0.0 255.255.0.0 (Default) 255.255.224.0 255.255.254.0 255.255.255.192 255.255.255.248 255.255.255.255 (default = 255.255.0.0) 10-12-03 CD-CP00 Network Setup – Default Gateway Assign the default gateway IP address for the CD-CP00. 0.0.0.0 ~ 126.255.255.254 128.0.0.1 ~ 191.254.255.254 192.0.0.1 ~ 223.255.255.254 (default = 0.0.0.0)

Alarm Reports 90-11-02 System Alarm Report – Report Method When Alarm Reports are to be e-mailed, set this option to 1. This program has higher priority than Program 90-12-06. 0 = No Report 1 = E-mail Address (default = 0) 90-11-06 System Alarm Report – SMTP Host Name When Alarm Reports are to be e-mailed, set the SMTP name (for example, smtp.yourisp.com). Contact your ISP (Internet Service Provider) for the correct entry if needed. Up to 255 characters (default not assigned) 90-11-07 System Alarm Report – SMTP Host Port Number When Alarm Reports are to be e-mailed, set the SMTP host port number. Contact your ISP (internet service provider) for the correct entry if needed. 0 ~ 65535 (default = 25) 90-11-08 System Alarm Report – To Email Address When Alarm Reports are to be e-mailed, set this e-mail address to which the report should be sent. Up to 255 characters (default not assigned) 90-11-09 System Alarm Report – Reply Address When Alarm Reports are to be e-mailed, set the e-mail address where replies should be e-mailed. Up to 255 characters (default not assigned) 90-11-10 System Alarm Report – From Address When Alarm Reports are to be e-mailed, set this e-mail address for the station sending the report. Up to 255 characters (default not assigned) 90-11-11 System Alarm Report – DNS Primary Address When Alarm Reports are to be e-mailed, set the DNS primary address. 0.0.0.0 ~ 255.255.255.255 (default = 0.0.0.0) 90-11-12 System Alarm Report – DNS Secondary Address When Alarm Reports are to be e-mailed, set the DNS secondary address. 0.0.0.0 ~ 255.255.255.255 (default = 0.0.0.0) 90-11-13 System Alarm Report – Customer Name When Alarm Reports are to be e-mailed, enter a name to identify the particular system. Up to 255 characters (default not assigned) 90-25-01 System Alarm Report CC Mail Setup – CC Mail Address Define the mail address to receive the system alarm report CC Mail setup. Up to 255 characters (default not assigned) 90-50-01 System Alarm Display Setup - System Alarm Display Telephone Define the extension number that Alalrm reports are displayed on. Up to eight digits (default not assigned) Program Number Program Name Description/Comments Assigned Data

Operation To use this feature at any terminal: The user must be logged in with an Installer (IN) level password as defined in Program 90-02.

Alphanumeric Display Description Multibutton display telephones have a 3-line, 24 character per line Alphanumeric Display that provides various feature status messages. These messages help the display telephone user process calls, identify callers and customize features. Conditions � The contrast is not adjustable when the telephone has background music enabled. Default Settings Enabled for all display telephones. System Availability Terminals All Display Multiline Terminals. Required Component(s) None Related Features Clock/Calendar Display Selectable Display Messaging

Alphanumeric Display Guide to Feature Programming Operation Operation is automatic if enabled in programming. Program Number Program Name Description/Comments Assigned Data 11-11-13 Service Code Setup (for Setup/ Entry Operation) – Display Language Selection for Multiline Terminal If needed, redefine the service code used to select the language for display multiline terminals. MLT (default = 778) 15-02-01 Multiline Telephone Basic Data Setup – Display Language Selection (To select options 8~10, press either 8 or Recall, then press line keys 1~3. Key 1 is option 8, Key 2 is option 9, and Key 3 is option 10.) Select the language to be displayed on a multiline terminal display. 0 = Japanese 1 = English 2 = German 3 = French 4 = Italian 5 = Spanish 6 = Dutch 7 = Portuguese 8 = Norwegian 9 = Danish 10 = Swedish 11 = Turkish 12 = Latin American Spanish 13 = Romanian 14 = Polish (default = 1) 20-06-01 Class of Service for Extensions Assign a Class of Service (1~15) to an extension. Day Night/Mode: 1~8 Class of Service of Extensions (1~15) Default: Extension port 101 = Class 15 All other extension port = Class 1 20-11-08 Class of Service Options (Hold/ Transfer Service) – Transfer Information Display For Class of Service in an extension, turn Off or On an incoming transfer preanswer display for an extension. 0 = Off 1 = On (default = 1 for COS 01~15)

1 - 35 Analog Communications Interface (ACI) Description The Analog Communications Interface (ACI) feature uses a PGD(2)-U10 ADP (Door Phone/Paging) adapter to provide two analog ports (with associated relays) for Music on Hold, External Paging, Door Boxes and auxiliary devices such as tape recorders and loud bells. The system allows up to 48 PGD(2)-U10 ADPs (when used for ACI ports) for a maximum of 96 analog ports. Each PGD(2)-U10 ADP requires an unused port on a DLCA Blade. Music on Hold You can connect up to two customer-provided Music on Hold music sources to a PGD(2)-U10 ADP. This lets you add additional music sources if the external source on the CD-CP00 ETU or the internal source is not adequate. By using PGD(2)-U10 ADPs, you can even have a different music source for each trunk. When the system switches the ACI analog port to a trunk on Hold, the PGD(2)-U10 ADP relay associated with the ACI analog port closes. You can use this ability to switch on the music source, if desired. Extension users can dial the ACI analog port extension number and listen to the connected music source. The PGD(2)-U10 ADP relay associated with the port closes when the call goes through. For Music on Hold, connect the music source to the PGD(2)-U10 ADP module. Connect the music source control leads to the CTL (control relay) jack. Refer to the UNIVERGE SV8100 System Hardware Manual for additional details. External Paging An ACI analog port can also be an External Page output. When connected to customer-provided External Paging equipment, the ACI port provides External Paging. To use the External Paging, an extension user just dials the ACI analog port extension number and makes the announcement. The system broadcasts the announcement from the ACI analog port and simultaneously closes the associated PGD(2)-U10 ADP relay. You can use the relay closure to control the External Paging amplifier, if required. This external paging zone is not included in external all call paging or combination paging (internal and external). For External Paging, connect the Paging amplifier to the PGD(2)-U10 ADP jack. Connect the amplifier control leads to the CTL (control relay) jack. Refer to the UNIVERGE SV8100 System Hardware Manual for additional details.

Analog Communications Interface (ACI) Auxiliary Device Control The PGD(2)-U10 ADP can control a customer-provided tape recorder. When an extension user dials the ACI analog port extension number, they can automatically start the recorder and activate the record function. When the user hangs up, the recording stops and the tape recorder turns off. For tape recording, connect the tape recorder AUX input jack to the PGD(2)-U10 ADP jack. Connect the recorder control leads (if available) to the CTL (control relay) jack. Refer to the System Hardware Manual for additional details. By using Department Calling, you can arrange multiple tape recorders into a pool. When an extension user dials the Department Group pilot number, they reach the first available tape recorder in the pool. The relays in the PGD(2)-U10 ADP can optionally control customer-provided external ringers (loud bells) and buzzers. When an extension user dials the ACI analog port extension number, the associated PGD(2)-U10 ADP relay closes and activates the ringer. You can use this ability to control an emergency buzzer for a noisy machine shop floor, for example. ACI Call Recording ACI Call Recording allows you to use a recording device connected to a PGD(2)-U10 ADP to automatically record calls. The recording device is typically a customer-provided tape recorder. You can set up ACI Call Recording to output to a single ACI port/recording device or to a pool of ACI ports/ devices. With a single device, all calls are stored in a centralized location. With a pool of devices, you’ll be sure to have a port available for recording – even in peak traffic periods. You can set up recording per trunk or per extension. When set up for automatic recording, ACI Call Recording starts automatically as soon as the user places or answers their call. The system can be programed to record all incoming trunk calls which ring an extension. This includes the following trunk types: � Central Office calls programmed to ring the extension � Direct Inward Dialing (DID) � Direct Inward Line (DIL) � Direct Inward System Access (DISA) � Tie lines The system can also be programmed to record outgoing trunk calls, however, this is only possible using E&M Tie Lines, PRI or BRI trunks. ACI Call Recording is not available for intercom calls, transferred calls, or calls placed on hold and answered by an extension with Call Recording enabled. To manually record any call (transferred, ICM, outgoing CO trunk, etc.), use the Voice Mail Conversation Record key (Service Code 851 + 78).

1 - 37 Physical Ports and Software Ports Each PGD(2)-U10 ADP consists of a physical port for connection to the telephone system and two logical ports. For programming purposes, the ports are also called software ports. The physical port connects to a station position on a ESI ETU. During installation, the first PGD(2)-U10 ADP you set up is physical port 1; the second PGD(2)-U10 ADP is physical port 2, etc. Each PGD(2)-U10 ADP has two software ports, which are numbered independently of the physical ports. Normally, the first PGD(2)-U10 ADP set up has software ports 1~2; the second PGD(2)-U10 ADP has software ports 3~4, etc. There are a total of 96 software ports (48 PGD(2)-U10 ADPs x 2 ports each). During programming, you assign ACI extension numbers and Department Group options to PGD(2)-U10 ADP software ports, not physical ports. During installation, you connect equipment to the jacks on the PGD(2)-U10 ADP that correspond to the software port. Refer to the UNIVERGE SV8100 System Hardware Manual for installation details. Conditions � ACD agents who are logged on can be recorded. � When ACI software ports are set to be a Background Music music source, it only plays to a speaker, not a multiline telephone. � An extension cannot have Hotline keys for ACI software ports. Music on Hold ACI software ports can be Music on Hold music sources. � An extension can have One-Touch Keys for ACI software ports. The gives the extension user: o One-Touch access to external music o One-Touch External Paging o One-Touch loud ringer control � ACI software ports can provide External Paging with control, independent of the External Paging circuits on the CD-CP00. The PGD(2)-U10 ADP can be connected to any DLC port. The devices connected to the PGD(2)-U10 ADP must be compatible with the specifications below. Refer to the UNIVERGE SV8100/SV8300 System Hardware Manual for installation details. PGD(2)-U10 ADP/ACI Interface Specifications Relay Contacts Maximum Contact Ratings 30 V DC @ 60 mA 90 V AC @ 10 mA Minimum Application Load 1 V DC @ 1 mA Audio/Music Input Input Impedance 47 K Ohms @ 1 K Hz

Analog Communications Interface (ACI) Default Settings No PGD(2)-U10 ADPs programmed. System Availability Terminals None Required Component(s) PGD(2)-U10 ADP Related Features Automatic Call Distribution (ACD) Background Music Hotline One-Touch Calling Paging, External Maximum Input 0.4Vrms or 1.0Vp-p. Audio/Paging Output Output Impedance 600 Ohms @ 1 K Hz Maximum Output + 3 dBm PGD(2)-U10 ADP/ACI Interface Specifications

1 - 39 Guide to Feature Programming Program Number Program Name Description/Comments Assigned Data 10-03-01 ETU Setup (DLCA PKG Setup) – Terminal Type (B1) Assigns or displays the current terminal type assigned to B Channel 1 for each port on the DLCA. 0 = Not set 1 = Multiline Terminal 2 = SLT Adapter 3 = Bluetooth Cordless Handset 6 = PGD (Paging) 7 = PGD (Tone Ringer) 8 = PGD (Doorbox) 9 = PGD (ACI) 10 = DSS Console 11 = -- Not Used -- (default = 0) 10-03-06 ETU Setup (DLCA PKG Setup) – Terminal Type (B2) Assigns or displays the current terminal type assigned to B Channel 2 for each port on the ESI. 0 = Not set 6 = PGD(2)-U10 ADP (Paging) 7 = PGD(2)-U10 ADP (Tone Ringer) 8 = PGD(2)-U10 ADP (Door Box) 9 = PGD(2)-U10 ADP (ACI) 12 = APR (B2 Mode) (default = 0) 11-06-01 ACI Extension Numbering Assign extension numbers to ACI software ports. Select a number outside of the normal extension number range. ACI Ports: 1~96 (default not assigned) 11-08-01 ACI Group Pilot Number Assign pilot numbers to ACI groups. When a user dials the pilot number, they reach an available ACI software port within the group. ACI Groups 1~16 (default not assigned) 14-09-01 Conversation Recording Destination for Trunks – ACI Recording Destination Extension Number Use this option to assign the ACI Call Recording destination per trunk. The destination can be an ACI port extension number (assigned in Program 11-06-01) or an ACI Department Group pilot number (assigned in Program 11-08-01). If destinations are assigned in Program 14-09 and Program 15-12, the destination in Program 15-12 is followed. Extension Number = Maximum eight digits (default not assigned) 14-09-02 Conversation Recording Destination for Trunks – ACI Automatic Recording for Incoming Calls Determine whether or not a trunk should be automatically recorded when an incoming call is received. 0 = Off 1 = On (default = 0)

Analog Communications Interface (ACI) Operation To call an ACI software port: 1. Press the Speaker. 15-07-01 Programmable Function Keys If required, program and ACI Conversation Record Key (code 69 + 0). This key allows an extension user to press the key to manually record a call to the ACI Line Key 1~48 0~99 (Normal Function Code 851 by default) *00 ~ *99 (Appearance Function Code) (Service Code 852 by default) 15-12-01 Conversation Recording Destination for Extensions – ACI Recording Destination Extension Number Use this option to assign the ACI Call Recording destination on a per extension basis. The destination can be an ACI port extension number (assigned in Program 11-06) or an ACI Department Group pilot number (assigned in Program 11-08). If destinations are assigned in Program 14-09 and Program 15-12, the destination in Program 15-12 is followed. Extension Number = Maximum eight digits (default not assigned) 15-12-02 Conversation Recording Destination for Extensions – ACI Automatic Recording for Incoming Calls Determine whether or not an extension should be automatically recorded when an incoming call is received. 0 = Off 1 = On (default = 0) 33-01-01 ACI Port Type Setup – ACI Type Set each ACI software port for input (1) or input/output (2). Use input ports for Music on Hold sources. Use output ports for External Paging/ringer control. ACI Ports: 1~96 ACI Types: 0 = None 1 = MOH/BGM (Input) 2 = External Audio Port (Input/Output (default = 2) 33-02-01 ACI Department Calling Group – Group Number Assign ACI software ports to ACI Department Groups. This lets ACI callers connect to ACI software ports by dialing the group pilot number (set in Program 11-08). ACI Ports: 1~96 ACI Groups: 1~16 Default: ACI Port/Group/Priority 01/ 1/ 1 02/ 1/ 2 : / :/ : 96/ 1/ 96 Program Number Program Name Description/Comments Assigned Data

1 - 41 2. Dial ACI software port extension number. - OR - Dial ACI Department Group extension number. - OR - Press the One-Touch Key for ACI extension or Department Group. After you call an ACI software port: � If the port is set for input (Program 33-01-01=1) and a music source is connected, you hear music. - OR - � If the port is set for output (Program 33-01-01=2) and External Paging is connected, you can page into the external zone. - OR - � If the port is set for output (Program 33-01-01=2) and a loud ringer is connected, you activate the loud ringer.

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1 - 43 Ancillary Device Connection Description Ancillary Device Connection allows installation of selected peripheral (ancillary) devices to a multiline terminal. This feature enhances peripheral device objectives. An UNIVERGE SV8100 multiline terminal user can accomplish this by using the AP(R)-R/APR-L Unit (Analog Port Adapter with Ringer) or AP(A)-R Unit (Analog Port Adapter without Ringer) for analog telephone devices, or installing the AD(A)-R/APA-L Unit to connect devices such as tape recorders. The AP(A)-R/AP(R)-R/APA-L Units are the interface for installing a single line telephone, Modem, credit card reader, wireless headset, or other compatible analog device. System Availability Terminals All multiline terminals. Required Component(s) AP(R)-R, AP(A)-R, PSA-L, ADA-L, APR-L Conditions � The optional device fits underneath the terminal. � A single line telephone connected to an AP(R)-R Unit or AP(A)-R Unit cannot perform Trunk-to-Trunk Transfer and does not support a conference with itself and two outside parties. � A single line telephone connected to an AP(R)-R Unit or AP(A)-R Unit does not support Message Waiting Indication or Caller ID Indication. � An AP(R)-R Unit (analog port adapter with ringer) can be installed on a multiline terminal and function separately from the multiline terminal. � When Program 10-03-06 is assigned as APR you cannot manually assign a port number for an APR. The system uses ports 193~256 (starting with 256 and working down) for a total of 64 APR ports. APR 1 uses port 256, and APR 2 uses port 255, and so on.

Ancillary Device Connection � When Program 10-03-06 is assigned as APR you cannot manually assign a port number for the APR. � Phones that have an APR/APA installed do not pass voice to a trunk until the interdigit time expires (Program 21-01-03). � When a single line phone is connected to an AP(R)-R or APR-L, a conference cannot be established unless the 2nd channel of ESI is used for APR in Program 10-03-06 and Program 10-03-07. � When a single line phone is connected to an AP(R)-R or APR-L, the 2nd channel of ESI must be used (Programs 10-03-06 and 10-03-07) in order to switch back and forth between a call and a call waiting. � ADA-L can send confirmation sound to far end but the recording machine must generate confirmation sound. Default Settings None Related Features SV8100 Terminals

1 - 45 Guide to Feature Programming Operation Depends on the connected ancillary device. Program Number Program Name Description/Comments Assigned Data 10-03-03 ETU Setup (LCA PKG Setup) – Transmit Gain Level (S-Level) Customize the transmit and receive levels of the CODEC Gain Types for 500/2500 type single line telephones. 1~63 (-15.5 +15.5dB) [default = 32 (0dB)] 10-03-04 ETU Setup (LCA PKG Setup) – Receive Gain Level (R-Level) Customize the transmit and receive levels of the CODEC Gain Types for 500/2500 type single line telephones. 1~63 (-15.5 +15.5dB) [default = 32 (0dB)] 15-03-01 Single Line Telephone Basic Data Setup – SLT Signaling Type Use this option to tell the system the type of dialing the connected telephone uses. 0 = DP 1 = DTMF (default = 1) 15-03-04 Single Line Telephone Basic Data Setup – Flashing Enables/disables Flash for single line (500/2500 type) telephones. 0 = No 1 = Yes (default = 1)

Answer Hold Description Answer Hold allows a multiline terminal user to press the flashing Answer Key to answer an incoming ringing call or a Camp-On call. When the multiline terminal user is already answering a call, the first call is automatically placed on hold, depending on the user setting in Program 15-02-06. Conditions � When multiple incoming calls activate the Answer Key LED, the LED continues to flash until all calls are answered. � Use Program 15-02-06 (Normal Common, Exclusive Hold) to set the type of Hold key to be used (Default = Normal Common). � For calls placed in a Park Group, the LED blinks fast (green). � For calls placed in a Park Group by another user, the LED blinks slow (red). � The Answer Hold Feature is not available for Virtual Extensions. � The Answer Hold feature does not function for incoming internal calls. � CO/PBX incoming calls, not assigned to ring or assigned to another ring group, do not activate the Answer Hold feature. � If the direct trunk appearance key is not assigned when all Call Appearance Keys are in use, the next incoming call cannot be answered. Default Settings Normal Hold System Availability Terminals Any Multiline Terminal

Related Features Answer Key Central Office Calls, Answering Guide to Feature Programming Operation Program Number Program Name Description/Comments Assigned Data 15-02-06 Multiline Telephone Basic Data Setup – Hold Key Operating Mode Use this option to set the function of the Multiline Hold key. The Hold key can activate normal Hold or Exclusive Hold. 0 = Normal (Common) 1 = Exclusive Hold (default = 0) 15-07-01 Programmable Function Keys Assign a park group to multiline terminal line key. Line Key 1~48 0~99 (Normal Function Code 851 by default) *00 ~ *99 (Appearance Function Code) (Service Code 852 by default) 11-12-32 Service Code Setup (for Service Access) – Answer for Park Hold Assign for a key on the multiline terminal or single line telephone for park hold. MLT, SLT (default = 861) 20-09-01 Class of Service Options (Incoming Call Service) – Second Call for DID/DISA/DIL/ E&M Override Turns Off (0) or On (1) the extension ability to receive a second call from a DID, DISA, DIL, or tie line caller. . With this option set to 1, the destination extension must be busy for a second DNIS caller to ring through. If the destination extension does not have a trunk or CAP key available for the second call and a previous call is ringing the extension but has not yet been answered, the second caller hears busy regardless of this program setting. 0 = Off 1 = On (default = 1 for COS 01~15)

Answer Hold To answer a call on a different line key or CAP key with a call in progress: 1. Receive a CO/PBX, DID/DISA/DIL/E&M incoming ring. . Answer flashes. 2. Press Answer and answer the new call. . The Answer LED goes out. The original call is put on hold. 3. If additional calls are received, press Answer to place the current call on hold and connect to the next call as long as Call Appearance Keys and or CO line keys are available.

Answer Key Description Multiline Terminals have an Answer Key with an LED that flashes when the Multiline Terminal user receives an incoming CO/PBX, Tie/DID transfer, or CO/PBX transfer call. When multiple calls are received, The Answer Key is used to pick up calls and continues flashing until the last unanswered call is answered. Press the Answer Key during a call to hold the current call and allow the next call to be answered. Conditions � The Answer LED functions for incoming CO/PBX calls, CO/PBX transfer/camp-on calls, and transfer/camp-on Tie/DID calls. � Incoming calls answered by Answer are handled first in-first out. � An Internal call, internal transfer/camp-on call, VE calls do not activate the Answer LED. Default Settings None System Availability Terminals: All Multiline Terminals Required Component(s) None Related Features Answer Hold

Answer Key Guide to Feature Programming Operation Program Number Program Name Description/Comments Assigned Data 22-02-01 Incoming Call Trunk Setup Assign the incoming trunk type for each trunk. Incoming Type for Day/ Night Mode (1~8): 0 = Normal 1 = VRS (second dial tone if no VRS installed) 2 = DISA 3 = DID 4 = DIL 5 = E&M Tie line 6 = Delayed VRS 7 = ANI/DNIS 8 = DID(DDI) Mode Switching (default = 0) 22-04-01 Incoming Extension Ring Group Assignment Assign extensions to Ring Groups. Use this program to assign extensions (up to 32) to Ring Groups. Calls ring extensions according to Ring Group programming. There are 100 available ring groups. Maximum eight digits Default: Extensions 101~108 (first eight ports) ring for incoming Ring Group 1 calls. No other extensions ring for incoming Ring Group 1 calls. 22-05-01 Incoming Trunk Ring Group Assignment Assign trunks to incoming Ring Groups. Use this program to assign Normal Ring Trunks (Program 22-02) to Incoming Ring Groups (Program 22-04). Incoming Group Number for Day/Night Mode (1~8): 0 (No Setting) 001~100 (Incoming Group) 102 (In-Skin/ External Voice Mail or InMail) (default = 1) 22-07-01 DIL Assignment Assign the destination extension or Department Group Pilot Number for each DIL Incoming trunk. Number of Transferring Destinations for Day/ Night Modes (1~8): Extension Number (maximum eight digits) Pilot Number (default not assigned)

To answer calls using the Answer Key: 1. Receive CO/PBX incoming ring. 2. Press Answer. 3. Talk with the CO/PBX incoming calling party. 4. When additional CO incoming calls are received, press Answer to place the current call on hold and connect the multiline terminal user to the next call.

1 - 55 Attendant Call Queuing Description Attendant extensions can have up to 32 incoming calls queued before additional callers hear busy tone. This helps minimize call congestion in systems that use the attendant as the overflow destination for unanswered calls. For example, you can program Direct Inward Lines and Voice Mail calls to route to the attendant when their primary destination is busy. With Attendant Call Queuing, these unanswered calls would normally “stack up” for the attendant until they can be processed. The 32 call queue total includes Intercom, DISA, DID, DIL, Tie Line and transferred calls. If the attendant does not have an appearance for the queued call, it waits in line to be answered. If the attendant has more than 32 calls queued, an extension can Transfer a call to the attendant only if they have Busy Transfer enabled. Attendant Call Queuing is a permanent, non-programmable system feature. Conditions � Forwarding when unanswered or busy can occur only at the attendant if there are more than 32 calls in queue. � Assigning a station as operator in Program 20-17-01 enables call queuing function. � Program 20-17-01 setting overrides setting in Program 20-09-07:Call Queuing Class of Service Option when set to disable. Default Settings Enabled System Availability Terminals Any Multiline Terminal assigned as an operator Required Component(s) None

Attendant Call Queuing Related Features Call Forwarding Guide to Feature Programming Operation None Program Number Program Name Description/Comments Assigned Data 11-01-01 System Numbering – Service Code Set the system internal (Intercom) numbering plan. The numbering plan assigns the first and second digits dialed and affects the digits an extension user must dial to access other extensions and features, such as service codes and trunk codes. If the default numbering plan does not meet the site requirements, use this program to tailor the system numbering to the site. Refer to System Numbering Default Settings table in the UNIVERGE SV8100 Programming Manual for a list of default settings. 20-01-01 System Options - Operator Access Mode Assign the priority of a call when calling an operator telephone. 0 = Step 1 = Circular (default = 0) 20-09-07 Class of Service Options (Incoming Call Service) – Call Queuing Turn Off (0) or On (1) an extension ability to have calls queued if a call rings the extension when it is busy. 0 = Off 1 = On (default = 1 for COS 1~15) 20-17-01 Operator Extension – Operator’s Extension Number Define the extension numbers which are to be used by operators. Up to eight digits (default = ext. 101) 24-02-01 System Options for Transfer – Busy Transfer Disable (0) or Enable (1) extensions to transfer calls to an attendant that has more than 32 calls in queue. 0 = Disable 1 = Enable (default = 1)

1 - 57 Automatic Call Distribution (ACD) Description Automatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services – it can accurately judge the work load at each agent and distribute calls accordingly. The system allows up to 64 ACD Groups and 256 ACD agents. You can put any agent in any group. An agent can be in more than one group only when using AICs. This allows, for example, a Technical Service representation to answer customer service calls at lunch when many of the Customer Service representatives are unavailable. The ACD Master Number is the extension number of the whole group. Calls directly ringing or transferred to the ACD Master number enter the group and are routed accordingly. Although the master number can be any valid extension number, you should choose a number that is out of the normal extension range. Automatic Call Distribution operation is further enhanced by: ACD Call Queuing When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status Display to occur on the ACD Group Supervisor display. The display helps the supervisor keep track of the traffic load in their group. The Queue Status Displays shows: � The number of calls queued for an available agent in the group. � The trunk that has been waiting the longest, and how long it has been waiting. For each ACD Group, you can set the following conditions: � The number of trunks that can wait in queue before the Queue Status Display occurs. � How often the time in queue portion of the display reoccurs. � If the supervisor should hear a Queue Alarm when the time in queue portion reoccurs. � This alarm is a single beep tone that reminds the supervisor to check the condition of the queue. � A remote K-CCIS user can call, or transfer to an ACD Pilot number. However, an incoming K-CCIS call to the ACD Pilot does NOT provide a Link Reconnect.

Automatic Call Distribution (ACD) ACD Overflow (With Announcements) ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement (called the 1st Announcement). This announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy helping other customers. Please stay on the line and we will help you shortly.” If the caller continues to wait, you can have them hear another announcement (called the 2nd Announcement) such as, “Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line.” If all the ACD Group agents still are unavailable, the call can automatically overflow to another ACD Group or the Voice Mail. If all agents in the overflow ACD Group are busy, Lookback Routing automatically ensures that the waiting call rings into the first agent in either group that becomes free. You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and overflow methods. You can have, for example, a Technical Service group that plays only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a Customer Service group that plays both announcements and does not overflow. You can assign an ACD Group to play the Queue Depth only when using the VRS for message. The Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both Announcements. Dial Out of Delay Announcements When listening to a VRS delay announcement, the caller can press a 1-key option to transfer them out to another extension, Voice Mail, Ring Group, another ACD Group, and to a Speed Dial bin. The caller can press the digit during the message only or for X seconds after the message. This is a per Queue option, but it effects both the first and second delay announcement if set. VRS Delay Announcements Using InMail InMail can be used to provide ACD Delay Announcements. Any of the 16 (1~16) InMail Master mailboxes (Program 47-03-01) can be set to Announcement mailboxes and can be used as the message source for the 1st and 2nd Announcement Messages. This option is applicable only to ACD Overflow modes that are assigned ACD delayed messages and Program 41-08-03 must be set to 2. Agent Log In and Log Out Services An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is available to receive ACD Group calls. When logged out, the agent is excluded from the group calls. The programmable keys and Alphanumeric Display on an agent telephone show at a glance when they are logged in or logged out.

1 - 59 Agent Identity Code (AIC) An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program 41-02-01. Using AIC, ACD agents can also log in to multiple ACD groups at the same time (up to 64 ACD Groups). The system also allows all extensions (up to the system maximum) to log in using the same AIC code. AIC and ACD groups for each work period (mode pattern number) can be set in Program 41-18-01 as shown in the following example. Example: With this example, ACD works as follows: Example 1: Log In with AIC 789 o During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, and 16 at the same time. o During Mode Pattern 2, ACD agents belong to only ACD group 1. o During Mode Pattern 3~8, ACD agents do not belong to any ACD group and the ACD extensions work as normal extensions. Example 2: Log In with AIC 567 o During Mode Patterns 1~8, ACD agents belong to only ACD group 10. Example 3: Log In with AIC 678 o During Mode Patterns 1~8, ACD agents belong to ACD groups 2, 3 and 5 at the same time. Table # AIC Operation Group Mode Pattern Number 1 2 3 4 5 6 7 8 1 789 1 1 1 - - - - - - 2 789 1 2 1 - - - - - - 3 789 1 16 1 - - - - - - 4 567 10 10 10 10 10 10 10 10 10 5 678 2 2 2 2 2 2 2 2 2 6 678 2 3 3 3 3 3 3 3 3 7 678 2 5 5 5 5 5 5 5 5

Automatic Call Distribution (ACD) Multiple Agent Log In ACD agents can log in any extension with multiple AICs (up to three). Using the example setup above, ACD works as follows: EXAMPLE: Example 1: Log In with AIC 789 and 567 o During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 10 and 16 at the same time. o During Mode Patter 2, ACD agents belong to ACD groups 1 and 10. o During Mode Pattern 3~8, ACD agents belong to only ACD group 10. Example 2: Log In with AIC 789, 567 and 678 o During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 3, 5, 10 and 16 at the same time. o During Mode Pattern 2, ACD agents belong to ACD groups 1, 2, 3, 5 and 10. o During Mode Pattern 3~8, ACD agents belong to only ACD groups 2, 3, 5 and 10. Some conditions with Multiple Agent Log In: � ACD agents cannot log in to the system supervisor or group supervisor extension. � To log in with AIC, the extension should be set to AIC Log In mode in Program 41-17-01. � If the extension is set to AIC log in mode in Program 41-17-01, the system ignores the setting of Program 41-02-01 for the extension. � Multiple extensions (up to the maximum capacity of the extension) can log-in with one AIC. For example, even if ACD agent A logs in extension 350 with AIC 789, ACD agent B can also log in to extension 351 with the same AIC 789 at the same time. � A supervisor cannot log out an agent logged in by an AIC code. Emergency Call If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the ACD Agent and the caller. If the agent needs assistance, the supervisor can join in the conversation. Emergency Call can be a big help to inexperienced ACD Agents that need technical advise or assistance with a difficult caller. The supervisor can easily listen to the conversation and then “jump in” if the situation gets out of hand.

1 - 61 Enhanced DSS Operation A programmed extension user can use their DSS Console to monitor the status of the ACD Agents within a group. The DSS Console is an essential tool for supervisors. The console key flash rates tell the supervisor at a glance which of the group agents are: � Logged onto the group (i.e., in service). � Logged out of the group (i.e., out of service). � Busy on a call. � Placing an Emergency Call to the supervisor. � Not available or installed. The ACD Supervisor can also use their console for placing and transferring calls – just like any other extension user. Flexible Time Schedules An ACD Work Schedule lets you divide a day into segments (called Work Periods) for scheduling the activity in your ACD Groups. You can set up four distinct Work Schedules, with up to eight Work Periods in each Work Schedule. Each day of the week has one Work Schedule, but different days can share the same schedule. For example, your Monday through Friday Work Schedule could consist of only two Work Periods. Work Period 1 could be from 8:00 AM to 5:00 PM – when your business is open. Work Period 2 could be from 5:00 PM to 8:00 AM – which covers those times when your business is closed. Headset Operation (With Automatic Answer) An ACD Agent or ACD Group Supervisor can use a customer-provided headset in place of the handset. The headset conveniently frees up the user’s hands for other work and provides privacy while on the call. In addition, an ACD Agent with a headset can have Automatic Answer. This allows an agent busy on a call to automatically connect to the next waiting call when they hang up. Incoming Call Routing Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly into the ACD Group without being transferred by a co-worker or the Automated Attendant. Rest Mode Rest Mode temporarily logs-out an ACD agent’s telephone. There are two types of Rest Mode: Manual Rest Mode: An ACD Agent can enable Manual Rest Mode anytime they want to temporarily leave the ACD Group. They might want to do this if they go to a meeting or get called away from their work area. While in Rest Mode, calls to the ACD Group do not ring the agent’s telephone.

Automatic Call Distribution (ACD) Automatic Rest Mode: When an ACD Group has Automatic Rest Mode, the system automatically puts an agent’s telephone in Rest Mode if it is not answered. This ensures callers do not have to wait while ACD rings an extension that is not answered. For multiline terminals, the system enables Automatic Rest Mode for all telephones with Rest Mode keys. For single line telephones, you must set an option in programming to enable Automatic Rest Mode. If an agent’s telephone is placed into Rest Mode because a call is not answered, the agent needs to manually cancel Rest Mode to log back into the ACD group. With a Rest Mode key programmed on an ACD agent’s telephone, when the agent is in rest mode, the key is lit. If the Rest Mode key is pressed while an agent is on a call, the key flashes to indicate a pre-Rest Mode status. When the current call is finished, the agent’s telephone is in rest mode. The agent can place intercom calls or receive direct incoming calls while in Rest Mode. The ability to receive incoming intercom calls is defined in system programming for each ACD group. . An ACD System Supervisor cannot be placed in Rest Mode. Supervisor, ACD Group You can designate an extension in an ACD Group to be the group supervisor. Once assigned as an ACD Group Supervisor, the user can: � Take the entire ACD Group out of service. � Check the log out status of each agent after the group is taken down. � Restore the ACD Group to service. During programming, you can choose one of three modes of operation for each ACD Group supervisor: � Supervisor’s extension cannot receive calls to the ACD Group. � Supervisor’s extension can receive only ACD Group calls during overflow conditions. � Supervisor’s extension receives calls just like any other ACD Group agent. An ACD Group can have only one supervisor. An extension can be a supervisor for only one ACD Group. Supervisor, ACD System You can designate an extension as an ACD System Supervisor. Once assigned as an ACD System Supervisor, the user can: � Take all the system ACD Groups out of service simultaneously. � Check the log out status of each agent after the groups are taken down. � Restore all the ACD Groups to service simultaneously. The system can have only one ACD System Supervisor.

1 - 63 Work Time Work Time temporarily busies-out an ACD agent’s telephone so they can work at their desk uninterrupted. This gives the agent time to fill out important logs and records as soon as they are finished with their call. There are two types of Work Time: Manual Work Time: An ACD Agent can enable Manual Work Time anytime they need to work at their desk undisturbed. You might prefer this Work Time mode if an agent only occasionally has to fill out follow-up paper work after they complete their call. When the agent is through catching up with their work, they manually return themselves to the ACD Group. Automatic Work Time: The system implements Automatic Work Time for the agent as soon as they hang up their current call. This is helpful in applications (such as Tech Service groups) where follow-up paperwork is a requirement for every call. When the agent is done with their work, they manually return themselves to the ACD Group. Hotline Key Shows Agent Status An extension Hotline key provides the normal Busy Lamp Field (BLF) for co-workers and a unique BLF for ACD Agents. Like the supervisor’s DSS Console BLF, the unique BLF shows when the covered agent is in service, out of service or busy on a call. This enhanced BLF gives a department manager, for example, ACD Group monitoring abilities without having to become a supervisor with a DSS Console. Hotline gives a multiline terminal user one-button calling and Transfer to another extension (the Hotline partner). Hotline helps co-workers that work closely together. The Hotline partners can call or Transfer calls to each other just by pressing a single key. Enhanced for ACD applications, Hotline provides a unique Busy Lamp Field for ACD agents as well as a BLF for co-workers that are not ACD agents. The charts below show both sets of BLF indications. BLF For ACD Agents When the key is . . . The ACD Agent is . . . Off Idle and is not an ACD Agent On Busy Double Wink Off Making an Emergency Call Wink Off Logged off or not installed Double Wink On Logged on

Automatic Call Distribution (ACD) Enhanced Supervisor Options: An ACD supervisor can individually assign extensions to ACD Groups, and set an agent’s status once assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads vary. Queue Status Display with Scrolling: When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status Display to occur on the ACD Group Supervisor and/or agent’s display (based on the Class of Service). The display helps the supervisor keep track of the traffic load in their group. Any display multiline terminal can have a Queue Status Display Check programmable function key. The multiline terminal user can press this key anytime while idle, and using the VOL (s) and VOL (t), scroll through the Queue Status Displays of all the ACD Groups. The Queue Status Displays shows (see the Queue Status Display illustration below): o The number of calls queued. o The trunk that has been waiting the longest, and how long it has been waiting. For each ACD Group, you can set the following conditions: o The number of trunks that can wait in queue before the Queue Status Display occurs. o How often the time in queue portion of the display reoccurs (see the Queue Status display Timing illustration below). o Queue Status Display holding time. o Queue Status Alarm enable/disable. o Queue Status Alarm sending time. BLF For Co-Workers That Are Not ACD Agents When the key is . . . Your co-worker is . . . Off Idle On Busy or ringing Fast Flash In Do Not Disturb – All calls (option 3) or Intercom calls (option 2) BLF For ACD Agents (Continued) 2 LINE-001 01:30 The number of calls in queue. Name of trunk that has been queued the longest. How long the longest queued call has been waiting.

1 - 65 When Logged Out of ACD Group: When ACD agents are logged out and a call is placed into the ACD queue, the telephones of the logged out agents display the Queue Status and they hear the alarm according to the settings defined in system programming. Pressing the Queue Status Display Programmable Function key returns the telephone to idle until the time in Program 41-20-03 expires again. . Do not use both Program 41-15-01~02 and Program 41-20-01~05 to set the ACD queue alarm. Select either one or the other for the system to follow. Feature Available in Program 41-15-01~02 Available in Program 41-20-01~05 Queue Status Display --- Yes Queue Status Display Time --- Yes Alarm Yes Yes Alarm Send Time Program 41-15-02 determines the length/ interval of the alarm. Yes Interval Time of Queue Status Display Yes Class of Service --- Yes

Automatic Call Distribution (ACD) . If a telephone is not idle, it cannot use the Queue Status Display Programmable Function key. . The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents in Off-Duty mode. . To scroll through the ACD groups queue status, the Queue Status Display Programmable Function key must be used. You cannot scroll when the Queue Status Display is displayed due to an alarm. . If the Queue Status display and alarm are active and the queued called is answered/disconnected, the display and alarm continue until the times in Program 41-20-02 and Program 41-20-05 expire. . When an overflowed call is in queue, the call is included in its original ACD group queue and not in the group queue to which it overflowed. . The Queue Status is not displayed on a supervisor’s telephone based on the settings in Programs 41-20-xx. The supervisor must use the Queue Status Display Programmable Function key to view the queue. Programmable Wrap-up Timer When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any ACD calls to the agent. This gives them time to complete important logs and records before a new call comes in. When the time expires, the system returns the agent to the ACD Group to handle new callers. MIS The UNIVERGE SV8100 ACD MIS is a series of Windows®-based software programs designed to enhance the ACD features of the UNIVERGE SV8100 Telephone System. The software displays both real-time data and historical reports. Refer to the UNIVERGE SV8100 ACD MIS Supervisors Manual for more information. ACD Group as Overflow Destination The system can transfer an overflow call to a specific ACD Group, off-site via a speed dial bin, Ring Group or to voice mail using Program 41-09-01. When Program 41-08-02: ACD Overflow Destination has the ACD Overflow Destination set to 65, the system overflows the call to the ACD Group programmed in Program 41-09-01. (The system does not allow you to program an ACD group with that ACD group as the overflow.) If, while the call is ringing, the extension where the call was transferred becomes available, both the extension and the overflow ACD group ring. Timing of alarm and display queue status Alarm triggered after the number of calls in Program 41-15-01 is exceeded. Alarm triggered after the number of calls in Program 41-20-01 is exceeded. Then follows Program 41-20-03 timing for displaying status. Feature Available in Program 41-15-01~02 Available in Program 41-20-01~05

1 - 67 ACD Skill Based Routing With V5.0 or higher CPU Software, th esystem can receive and distribute ACD calls based on the Agents’s skill level. There are seven priority levels that the Agents can be set to for each ACD queue. Each queue can have a different priority level. This works for both AIC and Normal Agenst. The skill levels are based on the Login ID that the Agents use. Refer to the ACD Installation Manual for more information on how to set this up. Conditions System: � InMail can be used to play ACD Delay Announcements. � If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number recalls immediately back to the transferring party. � If all agents are logged out of an ACD Queue trunk call directly, ringing the Queue is placed in queue. � If defined in Program 22-11-03, DID calls in queue display the trunk name with the Queue Status feature. � When Program 12-07-01 is customized, an agent’s display does not indicate the WAIT ACD LOGIN status, however an agent may still log in. � Conversation Recording is programmed system-wide – it is not ACD feature-specific. � Refer to the UNIVERGE SV8100 ACD Manual for additional information. � Up to 16 channels (speech paths) are available when using the DSP with VRS installed on the CD-CP00 for messages. � When the PGD(2)-U10 ADP is providing the 1st Delay Announcements, it continues to play until the call is answered, abandoned, or the timer in 41-10-04 expires and starts to play the 2nd Delay Announcement. The 2nd Delay Announcement continues to play until the call is answered, abandoned, or the timer in 41-10-05 expires and drops the call. This message does not start from the beginning because it is on a constant loop. � The Dial Out of Queue feature is not supported during InMail Delay Announcements. � Wireless DECT (SIP) is not supported with ACD. � When all InMail talk paths (ports) are simultaneously being accessed by InMail Mailbox subscribers or Voice Mail Delay Announcements, or combination of the two, the next incoming call to the InMail will Ring No Answer until an available talk path becomes idle (First Come – First Served). � When Voice Mail Delay Announcements are being played, InMail talk paths (ports) are used. � InMail cannot be used for ACD Night Announcement.

Automatic Call Distribution (ACD) � Program 41-08-03: ACD Overflow Options – Delay Announcement Source Type. � The ACI port used for the ACD Delay Announcements program like Music on Hold (MOH) ACI ports. Refer to the MOH Music on Hold on page 1-709.

1 - 69 MIS: � The UNIVERGE SV8100 system does not buffer the ACD Statistics when the PC running the ACD Server application is not connected. � If an ACD Queue call is transferred to another logged-in Agent, it shows that both agents took a call but the queue only shows it as one total call. � The programming of the Agents and Queues in the UNIVERGE SV8100 system are not transferred to the PC running the ACD Server/MIS applications. The ACD Server/MIS applications are programmed separately. � If the caller overflows out of the Queue to a Speed Dial Bin, Ring Group, or Voice Mail it reports as an abandoned call. � If the caller overflows out of the Queue to a Speed Dial Bin, Ring Group, or Voice Mail it reports as an overflow call. � A supervisor assigned to not receive calls or take calls after the overflow timer is reached will show as idle in MIS when they are logged in and idle even when calls are queued up and not reaching the overflow timer. Default Setting Refer to the UNIVERGE SV8100 ACD Manual for more details. System Availability Terminals All Terminals Required Component(s) ACD Software License PZ-VM21 Unit InMail (2 or 4) port flash drive (For Delay Announcements using InMail)

1 - 71 Related Features Direct Inward Dialing (DID) InMail Music on Hold Night Service Voice Mail Integration (Analog) Guide to Feature Programming Program Number Program Name Description/Comments Assigned Data 11-13-01 Service Code Setup (for ACD) – ACD LogIn/Log Out (for KTS) Assign for multiline terminals and single line telephones. MLT, SLT (default = 839) 11-13-02 Service Code Setup (for ACD) – ACD Log Out (for SLT) Assign for single line telephones. SLT (default = 755) 11-13-03 Service Code Setup (for ACD) – Set ACD Wrap-Up Time (for SLT) Assign for single line telephones. SLT (default = 756) 11-13-04 Service Code Setup (for ACD) – Cancel ACD Wrap-Up Time (for SLT) Assign for single line telephones. SLT (default = 757) 11-13-05 Service Code Setup (for ACD) – Set ACD Off Duty (for SLT) Assign for single line telephones. SLT (default = 758) 11-13-06 Service Code Setup (for ACD) – Cancel ACD Off Duty (for SLT) Assign for single line telephones. SLT (default = 759) 11-13-08 Service Code Setup (for ACD) – Agent ID Code Login Assign to allow an AIC Agent to log into a group. MLT (default not assigned) 11-13-09 Service Code Setup (for ACD) – Agent ID Code Logout Assign to allow an AIC Agent to log out of a group. MLT (default not assigned) 11-13-10 Service Code Setup (for ACD) – ACD Agent Login by Supervisor Assign to allow an ACD Supervisor to log into a group. MLT (default = 767) 11-13-11 Service Code Setup (for ACD) – ACD Agent Logout by Supervisor Assign to allow an ACD Supervisor to log out of a group. MLT (default = 768)

Automatic Call Distribution (ACD) 11-13-12 Service Code Setup (for ACD) – Change Agent ACD Group by Supervisor When using service code 669 to change an agent ACD group, the supervisor must enter a 2-digit number for the group. For example, to change to ACD group 4, the entry would be 669 04. MLT (default = 769) 11-13-13 Service Code Setup (for ACD) – ACD Agent Changing Own ACD Group When this service code is used, an ACD Agent can reassign themselves to another ACD Group. MLT (default = 775) 11-17-01 ACD Group Pilot Number Assign the ACD Master Number for each ACD Group. ACD Group Number: 01~64 ACD Group Pilot Number: Up to eight digits (default not assigned) 15-07-01 Programmable Function Keys Assign functions to multiline terminal line keys. Line Key 1~48 0~99 (Normal Function Code 851 by default) *00 ~ *99 (Appearance Function Code) (Service Code 852 by default) 15-08-01 Incoming Virtual Extension Ring Tone Setup When an extension or a virtual extension is assigned to the function key on the key telephone, select the ring tone when receiving a call on that key. For ACD CAR keys, only tone pattern 1 (entry 0) can be used. The remaining patterns are not checked with this feature. 0 = Tone Pattern 1 1 = Tone Pattern 2 2 = Tone Pattern 3 3 = Tone Pattern 4 4 = Incoming Ring Tone Extension (default = 0, Tone Pattern 1) 15-09-01 Virtual Extension Ring Assignment Assign the ringing options for an extension Virtual Extension Key or Virtual Extension Group Answer Key, which is defined in Program 15-07. Make an assignment for each Night Service Mode. There are 256 Virtual Extension Ports. Day Night/Mode: 1~8 Ringing: 0 = No Ringing 1 = Ring (default = 0) 15-11-01 Virtual Extension Delayed Ring Assignment assign the delayed ringing options for an extension Virtual Extension or Virtual Extension Group Answer keys (defined in Program 15-09). You make an assignment for each Night Service Mode. There are 256 Virtual Extension Ports. Day Night/Mode: 1~8 Ringing: 0 = Immediate Ring 1 = Delayed Ring (default = 0) 20-04-03 System Options for Virtual Extensions – Virtual Extension Delay Interval Virtual Extensions set for Delayed Ringing (see Program 15-11) ring the extension after this interval. 0~64800 (default = 10 seconds) Program Number Program Name Description/Comments Assigned Data

1 - 73 20-06-01 Class of Service for Extensions Assign a Class of Service (COS) to an extension. There are 15 Classes of Service that can be assigned. Assign eight entries, one for each Night Service Mode. Day Night/Mode: 1~8 Class of Service of Extensions (1~15) Default: Extension port 101 = Class 15 All other extension port = Class 1 20-13-06 Class of Service Options (Supplementary Service) – Automatic Off-Hook Signaling (Automatic Override) Allows a busy extension to manually (0) or automatically (1) receive off-hook signals. 0 = Off 1 = On (default = 1 for COS 01~15) 20-13-33 Class of Service Options (Supplementary Service) – ACD Supervisor Position Enhancement Set this option to on for the operator to use service codes in Program 11-13-10 ~ 11-13-13. 0 = Off 1 = On (default = 0 for COS 01~15) 20-13-39 Class of Service Options (Supplementary Service) – ACD Queue Status Display Turns off or on the ACD Queue Status Display for an extension Class of Service. Any extension, which has this option enabled, also hears the queue alarm. 0 = Off 1 = On (default = 0 for COS 01~15) 22-01-11 System Options for Incoming Calls – VRS Waiting Message Interval Time Setup the sending duration time of the Auto – Attendant & Queuing. The message is repeatedly sent out within the specified time. 0~64800 (seconds) (default = 20) 30-01-01 DSS Console Operating Mode Use this program to set the mode of the system DSS consoles. The entry for this option applies to all the system DSS consoles. 0 = Business Mode 1 = Hotel Mode 2 = ACD Monitor Mode 3 = Business/ACD Mode (default = 0) 30-05-04 DSS Console Lamp Table – ACD Agent Busy Use this program to define the LED patterns for functions on the DSS consoles. The entry for this option applies to all the system DSS consoles. Lamp Pattern Data 0 ~ 7 [default = 7(on)] 30-05-05 DSS Console Lamp Table – Out of Schedule (ACD DSS) Use to define the LED patterns for out of schedule (ACD/DSS) functions on the DSS consoles. Lamp Pattern Data 0~7 [default = 0 (Off)] 30-05-06 DSS Console Lamp Table – ACD Agent Log Out (ACD DSS) Use this program to define the LED patterns for functions on the DSS consoles. Lamp Pattern Data: 0~7 [default = 5 (IL)] 30-05-07 DSS Console Lamp Table – ACD Agent Log In (ACD DSS) Use this program to define the LED patterns for functions on the DSS consoles. Lamp Pattern Data: 0~7 [default = 4 (IR)] Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) 30-05-08 DSS Console Lamp Table – ACD Agent Emergency (ACD DSS) Use this program to define the LED patterns for functions on the DSS consoles. Lamp Pattern Data: 0~7 [default = 6 (IW)] 40-10-01 Voice Announcement Service Option – VRS Fixed Message Enable (1) or disable (0) the system ability to play the fixed VRS messages (such as You have a message). 0 = Not Used 1 = Used (default = 0) 41-01-01 System Options for ACD – System Supervisory Extension Define the ACD Supervisor for the entire system. Up to eight digits (0~9, *, #) (default not assigned) 41-01-02 System Options for ACD – Login ID Code Digit Define the number of digits for agent login ID code. 0~20 (0 = No Login ID) (default = 0) 41-01-03 System Options for ACD – ACD MIS Connection Ports Define what port is used for ACD MIS connection. Currently only LAN is supported. 0 = None 3 = LAN (CD-CP00) (default = 0) 41-01-04 ACD-MIS Command Notification ACD-MIS Command Notification when a BT message is returned. 0 = Notifies 1 = No notification (default = 0) 41-02-01 ACD Group and Agent Assignments For each ACD extension number, assign an ACD Group (1~64). An ACD Group number is assigned to each Work Period number (1~8). ACD Work Period Mode Number: 1~8 ACD Group Number: 0~64 (0 = No Setting) (default = 0) 41-03-01 Incoming Ring Group Assignment for ACD Group – ACD Group Number For each incoming trunk group set up in Program 22-05, designate which ACD Group (1~64) the trunks should ring for each of the eight Work Periods. ACD Group Number: 0~64 (0 = No Setting) (default = 0) 41-03-02 Incoming Ring Group Assignment for ACD Group – Night Announcement Service Designate for each incoming trunk, whether or not Night Announcement Service is assigned. 0 = No 1 = Yes (default = 0) 41-03-03 Incoming Ring Group Assignment for ACD Group – Priority Determine whether an incoming call to a trunk ring group should follow a priority assignment. 0, 1~7 0 = No Priority 1 = Highest Priority 7 = Lowest Priority (default = 0) 41-04-01 ACD Group Supervisor – Group Supervisor Extension Assign the group supervisor extension. Extension Number = Up to eight digits (default not assigned) Program Number Program Name Description/Comments Assigned Data

1 - 75 41-04-02 ACD Group Supervisor – Operation Type Assign the supervisor operating type. 0 = Do Not receive any ACD incoming calls (No) 1 = Receive ACD incoming calls in case of overflow (Busy) 2 = Receive ACD incoming calls all the time (Yes) (default = 0) 41-05-01 ACD Agent Work Schedules Use this program to set up the Work Schedules for ACD Agents and Groups. For each ACD Work Schedule (1~4), designate the start and stop times for each of the eight Work Periods. After the schedules are set up in this program, assign them to days of the week in Program 41-07. (This is the same program used by the Trunk Work Schedules.) After the schedules are set up in this program, assign them to days of the week in Program 41-07. Work Period Mode Number = 1~ 8 Start Time = 0000~2359 End Time = 0000~2359 Default: (Start) 0000 (End) 0000 41-06-01 Trunk Work Schedules Use this program to set up the Work Schedules for trunks. For each Work Schedule (1~4), designate the start and stop times for each of the eight Work Periods. After the schedules are set up, assign them to days of the week in Program 41-07. Work Period Mode Number = 1~ 8 Start Time = 0000~2359 End Time = 0000~2359 Default: (Start) 0000 (End) 0000 Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) 41-07-01 ACD Weekly Schedule Setup Assign the four Work Schedules (1~4) to days of the week. The assignments made in this program apply to both the ACD Agent Work Schedules (Program 41-05) and the Trunk Work Schedules (Program 41-06). Day No./Time Pattern: 1 = Sunday/ 0~4 (0 = No ACD) (default = 0) 2 = Monday/ 0~4 (0 = No ACD) (default = 0) 3 = Tuesday/ 0~4 (0 = No ACD) (default = 0) 4 = Wednesday/ 0~4 (0 = No ACD) (default = 0) 5 = Threadiest/ 0~4 (0 = No ACD) (default = 0) 6 = Friday/ 0~4 (0 = No ACD) (default = 0) 7 = Saturday/ 0~4 (0 = No ACD) (default = 0) 41-08-01 ACD Overflow Options – Overflow Operation Mode Assign the overflow mode (0~9), destination and announcement message types. Delay Announcement functions are not available for ACD pilot number calls. Each ACD Group can have unique overflow options. 0 = No overflow (None) 1 = Overflow with No Announcement 2 = No Overflow with First Announcement Only 3 = No Overflow with First & Second Announcements 4 = Overflow with First Announcement Only 5 = Overflow with First and Second Announcement 6 = Not Used 7 = Not Used 8 = No Overflow with Second Announcement Only 9 = Overflow with Second Announcement Only (default = 0) Program Number Program Name Description/Comments Assigned Data

1 - 77 41-08-02 ACD Overflow Options – ACD Overflow Destination Assign the overflow mode (0~9), destination and announcement message types. Delay Announcement functions are not available for ACD pilot number calls. Each ACD Group can have unique overflow options. 0 = No Setting 1~64 = ACD Group 65 = Overflow Table (Program 41-09) 66 = Voice Mail Integration 67 = System Speed (Program 41-08-05) 68 = Incoming Ring Group (Program 41-08-06) (default = 0) 41-08-03 ACD Overflow Options – Delay Announcement Source Type Assign the overflow mode (0~9), destination and announcement message types. Delay Announcement functions are not available for ACD pilot number calls. Each ACD Group can have unique overflow options. 0 = ACI 1 = VRS 2 = InMail (default = 0) 41-08-04 ACD Overflow Options – ACD Overflow Transfer Time Define the time before ACD overflow occurs. Each ACD Group can have unique overflow options. 0~64800 (seconds) (default = 30 seconds) 41-08-05 ACD Overflow Options – System Speed Dial Bin Assign the speed dial bin to be used as the ACD overflow destination. Using a speed dial bin for ACD Overflow is supported only for off premise calls. 0~1999 (Used when 41-08-02 is set to 67) (default = 1999) 41-08-06 ACD Overflow Options – Incoming Ring Group Assign the Ring Group for ACD overflow calls to go to. 1~100 (Used when 41-08-02 is set to 68) (default = 1) 41-09-01 ACD Overflow Table Setting Use this program to define the ACD group to which a call is transferred when overflow occurs. 0~65 0 = No Setting 65 = In-Skin Voice Mail Integration (default = 0) 41-10-01 ACI Delay Announcement – 1st Delay Announcement ACI Port Number Use this program to define the ACI port number to be used for the delay announcement. This program is activated when the delay announcement source and options are assigned as ACI in Program 41-08-03. 0~96 0 = No Setting (default = 0) Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) 41-10-02 ACI Delay Announcement – 2nd Delay Announcement ACI Port Number Use this program to define the ACI port number to be used for the delay announcement.This program is activated when the delay announcement source and options are assigned as ACI in Program 41-08-03. 0~96 0 = No Setting (default = 0) 41-10-03 ACI Delay Announcement – 1st Delay Announcement Connection Timer Use this program to define the time before the 1st Delay Announcement is played. 0~64800 (seconds) (default = four seconds) 41-10-04 ACI Delay Announcement – 2nd Delay Announcement Connection Timer Set the time between when the 1st Delay Announcement plays and when the 2nd Delay Announcement plays. 0~64800 (seconds) (default = 60 seconds) 41-10-05 ACI Delay Announcement – 2nd Delay Announcement Sending Duration Set the timer for how long the 2nd Delay Announcement plays. After this time expires, the call disconnects. To keep the call in queue, set this time to 0. 0~64800 (seconds) (default = 0 seconds) 41-11-01 VRS Delay Announcement – Delay Message Start Timer Set the time when the VRS message should start. 0~64800 (seconds) (default = 0 seconds) 41-11-02 VRS Delay Announcement – 1st Delay Message Number Assign the VRS message number to be used as the message source for the 1st and 2nd Delay Announcement Messages. Refer to Program 41-08 for more on setting up the ACD overflow options. This program is activated when the delay announcement source and options are assigned as VRS in Program 41-08-03. 0~49 0 = No Message 49 = Fixed Message (default = 0) 41-11-03 VRS Delay Announcement – 1st Delay Message Sending Count Set the number of times the 1st VRS message will be played. 0~255 (default = 0) 41-11-04 VRS Delay Announcement – 2nd Delay Message Number Assign the VRS message number to be used as the message source for the 1st and 2nd Delay Announcement Messages. Refer to Program 41-08 for more on setting up the ACD overflow options. This program is activated when the delay announcement source and options are assigned as VRS in Program 41-08-03. 0~49 0 = No Message 49 = Fixed Message (default = 0) 41-11-05 VRS Delay Announcement – 2nd Waiting Message Sending Count Set the number of times the 2nd VRS message is played. 0~255 (default = 0) Program Number Program Name Description/Comments Assigned Data

1 - 79 41-11-06 VRS Delay Announcement – Tone Kind at Message Interval Define what callers hear during the interval between VRS waiting messages. 0 = Ring Back Tone 1 = MOH Tone 2 = BGM Source (default = 0) 41-11-07 VRS Delay Announcement – ACD Forced Disconnect Time after the 2nd Delay Message Define the time after the last VRS message is played before the ACD call is disconnected. 0~64800 (seconds) 0 = No Disconnect (default = 60 seconds) 41-11-08 VRS Delay Announcement – Queue Depth Announcement (Requires VRS) Define when, if at all, the Queue Depth is played to waiting callers. 0 = Disable 1 = After 1st (1st) 2 = After 2nd (2nd) 3 = After 1st and 2nd (1st and 2nd) (default = 0) 41-12-01 Night Announcement Setup – Night Announcement Source Type Define the source for each ACD groups night announcement. Night announcement availability depends on the setting in Program 41-03-02. 0 = ACI 1 = VRS (default = 0) 41-12-02 Night Announcement Setup – Night Announcement ACI Port Number Define the ACI port to be used for the ACD Night Announcement function. 0~96 0 = No Setting (default = 0) 41-12-03 Night Announcement Setup – ACD Night Announce Sending Time Define the length of time the ACD night Announcement will play. Only used when Program 41-12-01 is set to 0 (ACI). Night announcement availability depends on the setting in Program 41-03-02. 0~64800 (seconds) (default = 30 seconds) 41-13-01 VRS Message Number for Night Announcement – VRS Message Number Define the VRS message number to be used as the night announcement. This program is activated when the night announcement source is assigned as VRS in Program 41-12-01. 0~100 0 = No Message (default = 0) 41-13-02 VRS Message Number for Night Announcement – Tone Kind at Message Interval Define what is heard between VSR Night Announcements. 0 = Ring Back Tone 1 = MOH Tone 2 = BGM Source (default = 0) Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) 41-14-01 ACD Options – Emergency Call Operation Mode Define if Emergency Calls ring the system supervisory extension or not when the group supervisory extension is busy. This option allows the supervisor to press an Emergency Key (programmed for this feature) once to monitor the call or twice to barge in on the call. The supervisor must be logged in for this feature to work. 0 = Call to system supervisory extension when group supervisory extension is busy. 1 = No calls to system supervisory extension when group supervisory extension is busy. (default = 0) 41-14-02 ACD Options – Automatic Wrap Up Mode Define if agents manually enter wrap mode by pressing a key, or are put automatically into wrap mode at end of an ACD call. This setting applies to all agents in the selected group. 0 = After wrap up mode key is pressed (Manual) 1 = After call is finished automatically (Auto) (default = 0) 41-14-03 ACD Options – ACD Priority for Overflow Calls This option determines whether the ACD group should use its own priority assignment or if it should follow the priority assigned in Program 41-03-03. 0 = Own group priority 1 = Priority order by Program 41-03-03 (default = 0) 41-14-04 ACD Options – Automatic Answer This option enables/disables Automatic Answer for agents using headsets. 0 = Off 1 = On (default = 0) 41-14-06 ACD Options – Call Queuing after 2nd Announcement This option determines whether the caller should hear the 2nd Delay Announcement and then be taken out of queue (1), or be placed back into queue (0). 0 = Enable (Yes) 1 = Disable (No) (default = 0) 41-14-07 ACD Options – Automatic Off Duty for SLT This option enables/disables Automatic Off Duty (rest) mode for agents with single line telephones. 0 = No change to off duty mode 1 = Change to off duty mode automatically (Skip) (default = 0) 41-14-08 ACD Options – ACD Off Duty Mode This option enables (1) or disables (2) the agent’s ability to receive internal calls in ACD Off Duty Mode. 0 = Cannot receive internal call 1 = Can receive internal call (default = 0) 41-14-09 ACD Options – Automatic Wrap Up End Time This option sets the number of seconds for the Automatic Wrap Up End Time. 0~64800 (seconds) (default = 0 seconds) 41-14-10 ACD Options – ACD No Answer Skip Time This option sets how long a call to the ACD Group rings an idle extension before routing to the next agent. 0~64800 (seconds) (default = 10 seconds) Program Number Program Name Description/Comments Assigned Data

1 - 81 41-14-12 ACD Options – Start Headset Ear Piece Ringing (for SLT) This option sets the ringing start time for the headset ear piece on a single line telephone. 0~64800 (seconds) (default = 0 seconds) 41-14-13-1 ACD Options – ACD Queue 1- Digit Assignment Set various options for ACD Groups. When an option is set for an ACD Group, the setting is in force (if applicable) for all agents in the group. For each ACD Queue (1~64) assign the One-Digit number (0~9, *, #) to be used for the One-Digit Dial Out Option. 1st Data: Up to one digit (0, 1~9, #, *) 2nd Data: (default = Blank) 41-14-13-2 ACD Options – Destination Number Type Set various options for ACD Groups. When an option is set for an ACD Group, the setting is in force (if applicable) for all agents in the group. For each ACD Queue (1~64), assign the Destination Number Type. 2nd Data: 0 = None 1 = Extension or Voice Mail 2 = Incoming Ring Group 3 = Speed Dial Bin 4 = ACD Group (default = 0) 41-14-13-3 ACD Options – Destination Number Set various options for ACD Groups. When an option is set for an ACD Group, the setting is in force (if applicable) for all agents in the group. For each ACD Queue (1~64), assign the destination number for the assigned Destination Type. 3rd Data: Up to eight digits (0, 1~9, #, *) (default = Blank) 41-14-14 ACD Options – DTMF Detection Assignment during Delay Announcement Set various options for ACD Groups. When an option is set for an ACD Group, the setting is in force (if applicable) for all agents in the group. For each ACD Queue (1~64), assign if the One-Digit Dial Out option can (1 = Yes) or cannot (0 = No) be pressed during the Delay Announcements. 0 = Does not detect during message 1 = Detect during message (default = 1) 41-14-15 ACD Options – DTMF Detect Time after Delay Announcement Message Set various options for ACD Groups. When an option is set for an ACD Group, the setting is in force (if applicable) for all agents in the group. For each ACD Queue (1~64), assign the amount (0~64800 seconds) of time after the Delay Announcement that the 1-Digit Dial Out option works. 0~64800 (seconds) (default = 0 seconds) Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) 41-15-01 ACD Queue Alarm Information – Number of Calls in ACD Queue to Activate Alarm Information Define the number of calls that must be in queue before the Alarm Information is activated. Do not use these programs if the alarm options are defined in Program 41-20-01 through 41-20-05. 0~200 0 = No Alarm (default = 0) 41-15-02 ACD Queue Alarm Information – Interval Time of Alarm Information Define how long the Alarm will ring when activated. Do not use these programs if the alarm options are defined in Program 41-20-01 through 41-20-05. 0~64800 (seconds) (default = 0 seconds) 41-16-01 ACD Threshold Overflow – Number of Calls in Queue This option defines the maximum number of calls allowed in the ACD queue before overflow occurs. 0~200 (0 = No Limitation) (default = 0) 41-16-02 ACD Threshold Overflow – Operation Mode for ACD Queue This option defines how the system should handle calls when the number of calls in queue exceeds the threshold. 0 = The last waiting call is transferred 1 = The longest waiting call is transferred 2 = Send Busy Tone (default = 0) 41-17-01 ACD Login Mode Setup Define the ACD login mode for each extension. If the AIC Login Mode is enabled, set the AIC Login and AIC Logout service codes for the AIC members in Program 11-13-08 and 11-13-09. 0 = Normal Login Mode 1 = AIC Login Mode (default = 0) 41-18-01 ACD Agent Identity Code Setup – ACD Agent Identity Code Define the ACD Agent Identity Codes. Up to four digits (default not assigned) 41-18-02 ACD Agent Identity Code Setup – Default ACD Group Number Define the default ACD group for AIC Agents in each AIC table. 0~64 0 = No Setting (default = 0) 41-18-03 ACD Agent Identity Code Setup – ACD Group Number in Mode 1 For each AIC table, define the ACD group AIC Agents are in during mode 1. 0~64 0 = No Setting (default = 0) 41-18-04 ACD Agent Identity Code Setup – ACD Group Number in Mode 2 For each AIC table, define the ACD group AIC Agents are in during mode 2. 0~64 0 = No Setting (default = 0) 41-18-05 ACD Agent Identity Code Setup – ACD Group Number in Mode 3 For each AIC table, define the ACD group AIC Agents are in during mode 3. 0~64 0 = No Setting (default = 0) 41-18-06 ACD Agent Identity Code Setup – ACD Group Number in Mode 4 For each AIC table, define the ACD group AIC Agents are in during mode 4. 0~64 0 = No Setting (default = 0) Program Number Program Name Description/Comments Assigned Data

1 - 83 41-18-07 ACD Agent Identity Code Setup – ACD Group Number in Mode 5 For each AIC table, define the ACD group AIC Agents are in during mode 5. 0~64 0 = No Setting (default = 0) 41-18-08 ACD Agent Identity Code Setup – ACD Group Number in Mode 6 For each AIC table, define the ACD group AIC Agents are in during mode 6. 0~64 0 = No Setting (default = 0) 41-18-09 ACD Agent Identity Code Setup – ACD Group Number in Mode 7 For each AIC table, define the ACD group AIC Agents are in during mode 7. 0~64 0 = No Setting (default = 0) 41-18-10 ACD Agent Identity Code Setup – ACD Group Number in Mode 8 For each AIC table, define the ACD group AIC Agents are in during mode 8. 0~64 0 = No Setting (default = 0) 41-19-01 ACD Voice Mail Delay Announcement – Delay Message Start Timer This option assigns how long the system waits before playing the Delay Message. 0 ~ 64800 (seconds) (default = 0) 41-19-02 ACD Voice Mail Delay Announcement – Mailbox Number for 1st Announcement Message This option assigns the Voice Mail ACD Announcement Mailbox as the message source for the 1st Announcement Message. Dial (up to eight digits) (default not assigned) 41-19-03 ACD Voice Mail Delay Announcement – 1st Delay Message Sending Count This option assigns the 1st Delay Message Sending Count. This entry must be set to 1 or higher for the message to play. 0 = No message is played 1 ~ 255 (default = 0) 41-19-04 ACD Voice Mail Delay Announcement – Mailbox Number for 2nd Announcement Message This option assigns the Voice Mail ACD Announcement Mailboxes as the message source for the 2nd Announcement Message. Dial (up to eight digits) (default not assigned) 41-19-05 ACD Voice Mail Delay Announcement – 2nd Delay Message Sending Count This option assigns the 2nd Delay Message Sending Count. This entry must be set to 1 or higher for the message to play. 0 = No message is played 1 ~ 255 (default = 0) 41-19-06 ACD Voice Mail Delay Announcement – Wait Tone Type at Message Interval This option assigns what the caller hears between the messages. 0 = Ring Back Tone 1 = Music On Hold Tone 2 = Background Music Source (default = 0) 41-19-07 ACD Voice Mail Delay Announcement – ACD Forced Disconnect Time after 2nd Announcement This option assigns how long the system waits after the end of the ACD Delay Message before disconnecting. 0 ~ 64800 (seconds) (default = 0) 41-19-08 ACD Voice Mail Delay Announcement – Delay Message Interval Time This option sets the timer for the interval between the Delay Messages. 0 ~ 64800 (seconds) (default = 20 seconds) Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) 41-20-01 ACD Queue Display Settings – Number of Calls in Queue Program 41-15 can also provide a queue alarm to the agents. The options in Program 41-20 should not be used if 41-15 is set. This option assigns the number of calls that can accumulate in the ACD queue before the Queue Status Display (and optional queue alarm) occurs. 0=No Display, 1~200 (default = 0) 41-20-02 ACD Queue Display Settings – Queue Status Display Time Program 41-15 can also provide a queue alarm to the agents. The options in Program 41-20 should not be used if 41-15 is set. This option assigns how long the Queue Status display remains on the telephone display. 0~64800 (seconds) (default = five seconds) 41-20-03 ACD Queue Display Settings – Queue Status Display Interval Program 41-15 can also provide a queue alarm to the agents. The options in Program 41-20 should not be used if 41-15 is set. This option assigns the interval that refreshes the Queue Status Alarm time in queue display and causes the optional queue alarm to occur on telephones active on a call, logged out, or in wrap-up. 0~64800 (seconds) (default = 60 seconds) 41-20-04 ACD Queue Display Settings – ACD Call Waiting Alarm Program 41-15 can also provide a queue alarm to the agents. The options in Program 41-20 should not be used if 41-15 is set. This option enables or disables the queue alarm. 0 = Disable (Off) 1 = Enable (On) (default = 0) 41-20-05 ACD Queue Display Settings – ACD Call Waiting Alarm Hold Time Program 41-15 can also provide a queue alarm to the agents. The options in Program 41-20 should not be used if 41-15 is set. This option assigns how long the Call Waiting Alarm should sound. 0~64800 (seconds) (default = 0 seconds) 41-21-01 ACD Login ID Setup - Login ID Code Input the Login IDs that will be used. Up to 20 digits (followed by Program 41-01-02) (default not assigned) 41-21-02 ACD Login ID Setup - Skill Table Number Input the Skill Table number to be used ofr each Login ID. 0, 1~512 (default= 0) 41-22-01 ACD Skill Based routing Setup - Skill Based Routing Turn On (1)/Off (0) the Skill Based Routing 0 = Off 1 = On (Default = 0) 41-23-01 ACD Skill Table Setup - Skill Level Input the Skill Level for each Queue for each Skill Table number 1~7 (default = 1) Program Number Program Name Description/Comments Assigned Data

1 - 85 Operation Using the Headset with Automatic Answer for ACD Agents: 1. With the multiline terminal in an idle state, press Feature. 2. Press the HEADSET key (Program 15-07-01 or SC 851: 05). . The Headset key blinks when Automatic Headset is activated. . To cancel Automatic Headset, repeat these steps. Transferring Trunk Calls to the ACD Pilot Number: 1. While on an outside call, press Transfer. 2. Dial the ACD Pilot number. 3. Hang up. . The call is transferred to the ACD group. A Supervisor can monitor an ACD call: 1. When an ACD agent is on an outside call, the supervisor presses the MONITOR key (Program 15-07-01 or SC 852: *15). . The supervisor can hear but cannot participate in the call. If participation is required, use the Barge-In feature instead. 2. To cancel the call monitoring, press the MONITOR key again. 47-03-01 InMail Group Mailbox Options – Master Mailbox Active Use this option to enable or disable the Master Mailbox. A Master Mailbox is not accessible when it is disabled. 0 = Disable (No) 1 = Enable (Yes) (default = 0) 47-03-02 InMail Group Mailbox Options – Master Mailbox Number The Master Mailbox Number is the same as the Department Group master (pilot) number. Use this option to select the Department Group master (pilot) number associated with the Master Mailbox you are programming. Digits (eight maximum, using 0~9). No Setting (entered by pressing Hold) (default not assigned) 47-03-03 InMail Group Mailbox Options – Master Mailbox Type Use this option to set the Master Mailbox type. 0 = None 1 = Subscriber 2 = Call Routing (default = 1) Program Number Program Name Description/Comments Assigned Data

Automatic Call Distribution (ACD) AIC Agent Log In To log in: Multiline Terminal 1. Press the ACD LOG IN/LOG OUT key (Program 15-07-01 or SC 852: *10). - OR - Press Speaker and dial the AIC Log In service code (Program 11-13-08). 2. Dial the log in code (up to 20 digits). . This step is not required if the ID code is disabled in Program 41-01-02. 3. Dial the Agent Identity Code (AIC) (up to four digits). . The ACD LOG IN/LOG OUT key lights. To log out (for single or multiple agent log ins): Multiline Terminal . All AIC log ins become logged out. 1. Press the ACD LOG IN/LOG OUT key (Program 15-07-01 or SC 852: *10). 2. Dial 1 to accept. - OR - Press Speaker and dial the AIC Log In service code (Program 11-13-08). . The ACD LOG IN/LOG OUT key goes out. Single Line Telephone . All AIC log ins become logged out. 1. Lift the handset.

1 - 87 2. Dial the AIC Log Out service code (Program 11-13-08). - OR - 1. To log out of an ACD group without using AIC: Lift the handset. 2. Dial the ACD Log Out service code 755 (Program 11-13-02). Multiple Agent Log In To log in: Multiline Terminal After already being logged in: 1. Press the ACD LOG IN/LOG OUT key (Program 15-07-01 or SC 852: *10). 2. Dial 0 to cancel the log out option. 3. Dial the Agent Identity Code (AIC) (up to four digits). . The ACD LOG IN/LOG OUT key lights. - OR - Press Speaker and dial the AIC Log In service code (Program 11-13-08). 4. Dial the Agent Identity Code (AIC) (up to four digits). . The ACD Log In/Log Out key lights. Single Line Telephone . Follow Steps 1~3 to log in with additional AICs (up to three) anytime. 1. Lift the handset and dial the AIC Log In service code (Program 11-13-08). 2. Dial the log in code (up to 20 digits). . This step is not required if the ID code is disabled in Program 41-01-02. 3. Dial the first Agent Identity Code (AIC) (up to four digits). . You hear a confirmation tone when immediately logging in with additional AICs. 4. For second agent log: Dial the second Agent Identity Code (AIC) (up to four digits). . You hear a confirmation tone. 5. For third agent log: Dial the third Agent Identity Code (AIC) (up to four digits). . You hear a confirmation tone.

Automatic Call Distribution (ACD) Queue Status Display When Logged Into ACD Group 1. With an idle multiline terminal, press the Queue Status Display Programmable Function Key (Code: *19). . The display indicates the number of calls in queue, the trunk name, and the time the call has been waiting. . When the Queue Status Display key is pressed, the queue status of the extension group is displayed. When the extension is not in an ACD group, the Queue Status of group 1 is displayed instead. . When an agent logs in using an AIC code, the Queue Status of the default ACD group defined in PRG 41-18-02 is displayed. 2. Press VOL UP and VOL DOWN to scroll through the Queue Status Displays of all the ACD Groups. 3. Press the EXIT key to return the telephone to an idle state. When Logged Out of ACD Group When ACD agents are logged out and a call is placed into the ACD queue, the telephones of the logged out agents display the Queue Status and they hear the alarm according to the settings defined in system programming. Pressing the Queue Status Display Programmable Function key returns the telephone to idle until the time in Program 41-20-03 expires again. Rest Mode To set the manual Rest Mode: Multiline Terminal 1. With the multiline terminal in an idle state, press the ACD Rest Mode key (Program 15-07-01 or SC 852: *13). . The ACD Rest Mode key lights. If the Rest Mode key is pressed while the agent is on an active call, the key flashes until the agent hangs up. . This operation is not available for the System Supervisor. Single Line Telephone 1. Lift the handset and dial 758. . A fast busy is heard. . To set Pre-Rest Mode (while on a call), press the hookflash and then dial 758. Press the Hookflash again to return to the outside party. Rest Mode begins once the call is completed. 2. Hang up.

1 - 89 To cancel the manual Rest Mode: Multiline Terminal 1. Press the ACD Rest Mode key (Program 15-07-01 or SC 852: *13). . The ACD Rest Mode key light goes off. Single Line Telephone 1. Lift the handset. . A fast busy is heard. 2. Dial 759. 3. Hang up.