Tips - IP Office Assistance

June 18, 2014Nortel

Norstar Programming feature codes

Below is a list of the codes for use on a Norstar system.

FEATURE	* 0	Button Inquiry (identify unmarked buttons)
FEATURE	* 1	Program External Autodial onto a Memory Button
FEATURE	* 2	Program Internal Autodial onto a Memory Button
FEATURE	* 3	Program a Feature to a Memory Button
FEATURE	* 4	Program Personal Speed Dial
FEATURE	* 501	English Language (LCD Display)
FEATURE	* 502	Alternate Language #1 (French)
FEATURE	* 503	Alternate Language #2 (Spanish)
FEATURE	* 6	Ring Type
FEATURE	* 7	Display Contrast Adjustment
FEATURE	* 80	Ring Volume Adjustment
FEATURE	* 81	Move Lines
FEATURE	* 82	Dialing Mode
FEATURE	* 84	Call Log
FEATURE	* 85	Assign Call Log Password
FEATURE	* 89	Release
FEATURE	* 9	Store Breakpoint on One Memory Button
*Features without the can be programmed into a button using Feature * 3**
FEATURE	0	Speed Dial
FEATURE	1	Send Message (to cancel press Feature # 1)
FEATURE	2	Ring Again (to cancel press Feature # 2)
FEATURE	3	Conference
FEATURE	4	Call Forward to Extension (to cancel press Feature # 4)
FEATURE	5	Last Number Re-dial
FEATURE	60	Page General
FEATURE	61	Page to Internal Page Zone
FEATURE	62	Page External
FEATURE	63	Page to a Page Zone and External Page
FEATURE	64(LP)	Line Pool Access (can program a linepool to a button)
FEATURE	65	Reply to Message (to cancel press Feature # 65)
FEATURE	66	Voice Call (to Page an extension)
FEATURE	67	Save Number Redial
FEATURE	68	Class of Service
FEATURE	69	Priority Call
FEATURE	70	Transfer
FEATURE	71	Link (Flash)
FEATURE	72	Timed Release
FEATURE	74	Call Park
FEATURE	75	Call Pickup
FEATURE	76	Directed Pickup
FEATURE	77	Call Duration Timer
FEATURE	78	Pause (insert 1.5 sec delay)
FEATURE	79	Exclusive Hold
FEATURE	82	Call Camp (Camp On)
FEATURE	83	Privacy on Lines
FEATURE	84	Line Re-direction (External)
FEATURE	85	Do Not Disturb (DND) (to cancel press Feature # 85)
FEATURE	86	Background Music (key click) (to cancel press Feature # 86)
FEATURE	87	Night Service (to cancel press Feature # 87)
FEATURE	88	Voice Call Deny (to cancel press Feature # 88)
FEATURE	800	Trunk Answer
FEATURE	801	Voice Queuing
FEATURE	802	Group Listen
FEATURE	803	Check Time & Date during a call
FEATURE	805	Station Set Test
FEATURE	806	Static Time & Date
FEATURE	808	Long Tones (DTMF)
FEATURE	811	Called ID info
FEATURE	812	View Call Log
FEATURE	813	Manual Call Log
FEATURE	819	Outgoing Name and Number Blocking
FEATURE	870	View Active Services
FEATURE	871	Ringing Service
FEATURE	872	Restriction Service
FEATURE	873	Routing Service
FEATURE	# code	Cancels a Feature

Voice Mail Feature Codes

FEATURE	980	To Leave a Message in Another Mail Box
FEATURE	981	To Open your Mail Box (Default Password: 0 0 0 0)
FEATURE	982	Operator Status
FEATURE	983	Enter System Administration (password required)
FEATURE	985	Identify the Extension Number Voice Mail is using
FEATURE	986	To Transfer a Call to Another Mail Box
FEATURE	987	To Interrupt a Caller in your Mail Box

June 18, 2014May 17, 2016IP Office

Adding licenses to IP Office

Various IP Office features and applications require entry of license keys into the system’s configuration. License keys are unique 32-character codes based on the feature being activated and the Feature Key Dongle (System SD Card) serial number.

The serial number is printed on the Feature Key Dongle and prefixed with (IP500) or FK (IP500 V2). It can also be viewed in the system configuration using IP Office Manager. You’ll need this number to order a new License key for a new feature.

June 18, 2014June 17, 2014IP Office

Listen to another extension in IP Office

Monitor (Listen to) a call on another extension(Compliments of Kyle L Holladay, Sr, R.I.P.)

In this example we will program the IP Office to allow extension 1152 to listen to (Call Listen) extension 1153. While we will focus on the Call Listen feature in this example the programming for Call Intrude is identical with the exception of the button programmed to perform the Listen/Intrude action.

Call Listen: allows one user to listen in on another user’s call but does not allow that user to be an active participant. This is a “listen only” feature.
Call Intrude: allows one user to intrude on another user’s call thus becomming a full participant in the conversation. The use of the MUTE feature can make this a listen only action however the intruding party can fully participate in the voice conversation at any time.

June 17, 2014IP Office

Edit IP Office config in Excel

Editing an IP Office configuration in Excel(Compliments of Kyle L Holladay, Sr, R.I.P.)

Many items in your IP Office configuration can be edited directly in the configuration.csv file outside of the Manager application saving a large amount of time. This guide will provide basic information on how to export your configuraiton.csv and edit select User information. Until you are comfortable with this method I would suggest that you limit its use to a lab environment

Note: You MUST NOT add nor delete any records when using this method. (i.e. you cannot add/delete an extension, user, incoming call route). You must create all records in Manager before doing your Export. You can then modify the information associated with that record using the method below.

June 16, 2014July 2, 2014IP Office

Troubleshoot Voicemail to Email issues

Troubleshooting Voicemail to Email issues(Compliments of Kyle L Holladay, Sr, R.I.P.)

Voicemail Pro (VMP)

First let’s check the most basic of connectivity by doing a ping test.
1) From the Voicemail Pro server click on Start > Run and enter CMD or in newer versions of Windows click Start and enter CMD in the Search programs and files bar to launch a command prompt.

2) From the command prompt window type ping followed by a space and then the IP address of your email server.
I.e. ping 192.168.42.10

June 16, 2014July 2, 2014IP Office

Enabling zero out from a hunt group mailbox

Enabling zero out from a Hunt Group Mailbox(Compliments of Kyle L Holladay, Sr, R.I.P.)

Create your Hunt Group “Leave” action in Voicemail Pro and create a menu structure as follows:

Under your menu action use the relative path to the greeting file for the hunt group of ..\Greetings\_1.wav (e.g. for a hunt group named “Main” the filename would be “..\Greetings\Main_1.wav”.

Set the “Specific” tab of your Voice Question as follows:

Credit to mattKnight on the Tek-Tips IP Office forum for the relative path assistance.

June 16, 2014July 2, 2014IP Office

Enable application dialing without a 9 prefix

Enable application dialing without a 9 prefix(Compliments of Kyle L Holladay, Sr, R.I.P.)

In this document we will program ARS and User Rights to allow applications (i.e. Phone Manager) to be used to return calls without the need to use the “9” prefix in the IP Office. This eliminates the issues with screen pop in applications where the 9 prefix would impact the TAPI lookup causing a failure to match the number field in the application.

We will start by creating an ARS table. ARS will be activated by several User Rights short codes. The combination of short codes activated can be somewhat complex. For example, the 9N User Rights short code can activate several ARS short codes depending on the total number of digits dialed. 9N followed by 9 other digits (i.e. 9495551212) would activate 9N User Rights and 4XXXXXXXX; ARS which would dial 19495551212 as the telephone number. This is because the 9 is stripped off by the User Rights short code and 4XXXXXXXX is then passed on to the ARS table. ARS will then add back on to the front of the number a 19 resulting in 19495551212. If this all seems to complex to understand don’t worry, it just works so program away and you’ll be fine. Please keep in mind that this is not my way of allowing you to bypass dialing a 9 to make phone calls, although that is a potential side effect. This solution will only work 100% for applications that deliver information to the IP Office en bloc where the system can look at the entire number rather than one dialed digit at a time. Therefor users trying to use this method to bypass dialing a 9 may have success so long as their internal numbering plan does not overlap any external telephone numbers. You’ll also notice that at least one of these short codes is completely superfluous (1XXXXXXXXXX), in that the User Rights short code 1XXXXXXXXXX delivers N, thus stripping the 1 off before sending to ARS, you would never receive 1XXXXXXXXXX in ARS. I know it doesn’t need to be there but it just looks perdy so dangit I put it in there (I just blame it on the OCD).

June 11, 2014October 20, 2015IP Office

Using an analog phone on the IP Office

IP Office, all releases.

Using an analog phone on Avaya IP Office

To transfer a call:

With caller on, press “flash” – You will hear a stutter dial tone.

Enter the extension number and hang up..

To Place a call on hold:

With the caller on, press “Flash” – You will hear a stutter dial tone.

Hang up the phone.

To pick the call up off of hold:

Pick up the phone – You will hear a stutter dial tone.

Press “Flash”, you are now connected to the caller that was on hold.

To Conference multiple parties together:

Dial your first caller.

Press “Flash”, you hear stutter tone, dial *47 (the default Ad Hoc Conf code) You will hear confirmation tone that you were conferenced in with that first caller.

June 7, 2014June 8, 2014IP Office

Creating Conference bridge – Announcing Participants

Creating a simple conference menu is a common request, and with voicemail Pro, we can announce the attendees. There are a few things we would need to set up first.

Here is the conference module we will make:

1. First we need to make a short code for all users to have a conference bridge. Here we use 7 and our extension number (407 for testing).

This is what Voicemail Pro will transfer callers into for a bridge ID. Also, if there are user internal, they will be able to dial 7XXX, where XXX is the extension number of the conference host.

April 13, 2014May 18, 2014IP Office

Auto Answer for IP Office

Sometimes call center agents want their phones to answer after 1 ring. With IP Office you can do this. For this to happen, we need to add a new short-code (if it is not already there) for each user that wants this feature.

*DCP
Dial
40000000,0,X,Y,0
l/g 0

(X affects internal calls and Y affects external calls)

With the digit set to “1”, this is normal operation.

With the digit set to “2”, this will give 3 beeps (heard by both parties) and answer the call.

With the digit set to “3”, the agent will get 1 ring cycle, and the call is answered, with the external party not hearing anything…