Using your ESI Feature Phone

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Outside calls

To answer (double-ring cadence): Lift the handset or press SPEAKER.

To place: Lift the handset or press SPEAKER. Then either press an unlit line key or dial 9 (or 8 or 71–76 [7 on IVX 20 Plus]) to be assigned an outside dial tone.

To hang up: Replace the handset or press RELEASE or — if using the speakerphone — press SPEAKER.

Internal calls

To answer (single-ring cadence): In hands-free mode, answer directly through the speakerphone or pick up the handset. Or, to answer a ringing call, lift the handset or press SPEAKER.

To place: Lift the handset and dial the extension number or press a station key (see “Direct station select,” below).

To hang up: Replace the handset or press RELEASE or press the station key again or — if using the speakerphone — press SPEAKER.

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Direct station select

Programming some of the programmable keys as station keys will provide direct access to those stations as well as providing lamp information as to their status. The station keys’ LEDs indicate the status of the station assigned to each key:

If a station key’s LED is . . .	The station assigned to that key is . . .
Unlit	Available; currently unused
Red; steadily lit	In use
Red; blinking	Ringing from another call
Green; steadily lit	Connected to you (including via voice mail)
Green; blinking	Ringing from your call
Amber; steadily lit	In DND mode

To call another station programmed into one of your station keys:

1. Press an available (unlit) station key.
2. The called station will sound a short ring followed by a double connect tone.
3. The system will activate the called station’s speakerphone (or the station will ring, if that station’s user has hands-free answer disabled).
4. To disconnect when finished, either:
   1. Replace the handset.
      or
   2. (If in hands-free mode) press the station key again.
      or
   3. Press RELEASE.
      or
   4. (If in hands-free mode) press SPEAKER.

If you press a station key that is in use (red; steadily lit) you will “camp onto” the station, telling the other user, via his/her phone’s display, that you are waiting (see “Call waiting”).

If you press a station key that is in DND (amber; steadily lit), you will be forwarded directly to the user’s mailbox.

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Transferring an outside call . . .

. . . to another station

Blind transfer

1. While connected to an outside call, press a station key (or press TRANSFER and then dial the extension number).
2. Hang up immediately to perform a blind transfer.

   Note:

   If the called party does not answer, the caller will be forwarded either to the called party’s mailbox or another destination the Installer has programmed.

Supervised transfer — announcing the caller to the called party

1. While connected to an outside call, press a station key (or press TRANSFER and then dial the extension number).
2. Do not hang up; instead, wait until the called party answers.
3. Announce the caller (e.g., “Hello; I’ve got Bill on the line and I’m transferring him to you now.”)
4. Hang up, completing the supervised transfer.

   Note:

   If the transferred-to party does not answer in step 1, press the station key again or press FLASH to be reconnected to the original caller.

. . . to another phone number (trunk-to-trunk transfer)

Available on IVX 128 Plus, IP 200 and IP 40.
This feature must be enabled by your System Administrator before you can use it.

Blind transfer

1. While connected to an outside call, press TRANSFER and then the line access code (9, 8, or 71–76 [7 on IVX 20 Plus]), and then the telephone number to which you want to transfer.
2. Hang up immediately to perform a blind transfer. Now both CO lines are connected via a trunk-to-trunk connection.

   Note:

   If, at any point during the trunk-to-trunk transfer, you wish to return to the original call — perhaps you received a busy signal at the remote end, or the recipient simply won’t take the call — just press FLASH. This will disconnect the second CO connection, returning you to (and removing from hold) the original call.

Supervised transfer — announcing the caller to the called party

1. While connected to an outside call, press TRANSFER and then the line access code (9, 8, or 71–76 [7 on IVX 20 Plus]), and then dial the telephone number to which you want to transfer.
2. Do not hang up; instead, wait until the called party answers.
3. Announce the caller (e.g., “Hello; I’ve got Bill on the line and I’m transferring him to you now.”)
4. Hang up, completing the supervised transfer. Now both CO lines are connected via a trunk-to-trunk connection.

   Note:

   If, at any point during the trunk-to-trunk transfer, you wish to return to the original call — perhaps you received a busy signal at the remote end, or the recipient simply won’t take the call — just press FLASH. This will disconnect the second CO connection, returning you to (and removing from hold) the original call.

. . . to a voice mailbox

Transferring a caller to a mailbox to leave a message

1. Press VOICEMAIL and the appropriate station key — or, if your phone has no station key programmed for this destination, press VOICEMAIL and TRANSFER and then dial the extension number.
2. You and the caller will be connected to that user’s personal greeting. You may choose either to hang up immediately or listen to a portion of the personal greeting (i.e., to assure yourself that you have placed the caller into the correct mailbox).

   Note:

   Regardless of when you hang up, the caller will hear the entire personal greeting. To insure the privacy of the message, you will automatically be disconnected at the record tone.

Transferring a user to his/her own mailbox for message pickup

You can transfer a user who’s calling from the outside directly to his/her mailbox for message pick-up by pressing VOICEMAIL ∗ and the appropriate station key, or dialing the mailbox number and hanging up.

. . . to the main greeting

To transfer an outside caller to the main greeting, press VOICEMAIL and hang up.

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Conference calling

To create a conference call:

1. Establish the first call.
2. Press CONF. This places the call on hold.
3. Place a second call as you normally would.
4. Once connected to the second call, press CONF again to connect together the three of you.
5. Repeat these steps to add additional parties to the conference.

If the newest added-on party does not answer, press his/her station key again or press FLASH to return to the original conferees. If you place any incoming caller on park (see “Park/hold operation”) or hold, you can add that caller, too, to the conference by pressing CONF, retrieving the call from park or hold and pressing CONF again.

Any member of the conference can drop out by simply hanging up. However, when the station that created the conference hangs up, all parties in the conference are disconnected. Individual stations or lines connected to the conference can be dropped from the conference by pressing their station or line key (lit green).

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Call forwarding

Your station has been pre-programmed by the installer to call-forward your phone when it is busy or does not answer (usually to your mailbox). In addition, you can temporarily call-forward all of your calls to another station or another user’s mailbox:

1. Lift the handset.
2. Dial 5 6 5.
3. Dial the extension number (or press VOICEMAIL and then dial the mailbox number) to which the system should forward all calls.

To turn off call forward, dial 5 6 5 without selecting a destination and hang up.

If you frequently call-forward your phone, you can program a programmable feature key as a call forwarding key to automatically turn forwarding on and off. If you always forward to the same extension, you can program a key with both 5 6 5 and the extension number. (For more information, see “Programmable feature keys.”) The call forwarding key will be solid green to indicate that it is active.

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Call waiting

If you have enabled call waiting for your station (PROG/HELP 3 1) and a second call comes in while you are on another, you’ll hear a tone in your earpiece and the bottom line of your display will indicate that a second call is waiting. You can ignore the call waiting and it will be transferred to your mailbox (or other destination set by the installer). To toggle between the two calls, press FLASH. To drop either call, press RELEASE while connected to the call to be dropped: this disconnects the call and automatically re-connects you to the other call.

Call waiting display

Be sure to check the display when you’re using call waiting. Initially, the top line shows the name or number of your original call (depending on how the call was created) and the call duration. The bottom line shows the name or number of the call waiting along with the duration of that call. The arrow on the display will move between the top and bottom line, indicating to which call you are connected. Here’s an example:

1. You’re connected to XYZ Company, when you hear a beep and see that Joe Smith is calling:
   
   (In this example, Joe’s call is being transferred to you; it’s been in the system for 31 seconds.)
2. You press FLASH and are connected to Joe. Notice how the arrow moves to indicate the change of connection:
   

   Note:

   If Caller ID is not used, the line number will appear instead of the caller’s name or number. If Caller ID is used, in some instances the local telephone service provider will only show a general caller status such as UNAVAILABLE, PRIVATE, or NO DATA SENT.

Station-to-station call waiting

You can call, or transfer a call to, another station that is in use (as indicated by the fact that its station key, if one exists for it on your ESI Feature Phone, is glowing red). This generates a call waiting tone in the other station’s earpiece and puts a call waiting indication on the bottom line of that station’s display, as explained in “Call waiting display” (above). If the person ignores the call waiting, your call or the transferred call will be forwarded to the person’s mailbox (or other destination set by the installer).

Background announce feature

During call waiting, you can also make a brief, private background announcement to the station’s earpiece (if its user has enabled the background announce feature). A background announce key must have been programmed at your station by programming code 5 6 9 at a programmable feature key (see “Programmable feature keys”).

1. During call waiting (as described previously), press and hold the programmed announce key to speak; the key will glow green if background announce is permitted or red if it isn’t permitted. The called station will hear your voice over the outside party’s voice. The outside caller, however, cannot hear you. The called party can respond by pressing FLASH, which places the original call on hold.
2. Release the key when you are finished speaking.

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Park/hold operation

The difference between park and hold

Your ESI Feature Phone lets you put a call on either park or hold. Each puts a call into a standby mode, but here’s the difference between the two:

• Park allows anyone on your ESI phone system to retrieve the call. The system stores parked calls in several park zones you’ll identify numerically — e.g., “Park One,” “Park Four,” etc.
  (How many park zones you have depends on how many incoming phone lines you have.)
  For example, if you need to transfer a call to another station and know the person is in the building but not at his/her desk, you might page him/her to pick up a “call on Park One.”
• Hold keeps the call exclusively where a user pressed HOLD, allowing no other station to retrieve it unless system-wide hold is enabled and line appearances are programmed on the phone (see “System-wide hold”).

Park

To park a call

While on an outside call, press the PARK key to park the call. The PARK key LED will blink green on your phone and blink red on all other phones. The display will indicate PARKED ON: XX (where XX is the line number).

If your phone has line keys programmed, the corresponding line key will blink green. On other phones the corresponding line key will blink red.

To retrieve a parked call

To retrieve the parked call from any idle phone, press PARK and dial its line number (e.g., press 1 2 for Line 12).

The display will help you choose the line number to retrieve. After you press PARK, the top line of the display will show how many calls are parked and the bottom line of the display will show all parked calls in the system. Newly parked calls are added from the right side of the display.

Hold

To place a call on hold

Press HOLD to place an outside call on hold exclusively for the station you’re using. The HOLD LED will blink green. If your phone has line keys programmed, the corresponding line key will also blink green (it will show as busy at all other stations).

To retrieve a held call

To reconnect to a call on hold, press HOLD (blinking green) again. Or, if your phone has line keys programmed, press the corresponding (blinking green) line key.

Park/hold recall

If you don’t retrieve a parked or held call within a certain period of time (set by the installer), your phone will “recall” it. You’ll hear three short ring tones and the LCD display will show PARK RECALL XX” (where XX refers to the line involved) or HOLD RECALL.

To answer the recall, lift the handset or press SPEAKER. To perform another action — such as placing an outside call — during a recall, you must first answer the recall and transfer it, park again, etc., and then place the call. R will appear on other phones’ displays to show that the call is being recalled.

System-wide hold

Your Installer may have enabled this feature, which is used in conjunction with line key appearances programmed at your station. This allows you to press the HOLD key to place the caller on hold so that anyone with line key appearances programmed at his/her station can retrieve the call; the appropriate line key will blink green at your station and blink red at those other stations. To retrieve the call from hold, simply press its line key.

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Paging

Your ESI phone system can be programmed to allow paging through an overhead paging system and/or paging through some (if page zones have been created) all of the system’s Feature Phone speakers.

Overhead paging

Station number 199 is designated as the OH paging port. If the ESI system has been connected to an overhead paging system, you can page by dialing 1 9 9 and making your announcement after the tones. If you frequently page, program a programmable feature key with 199.

Paging through phones

Press PAGE 0 to page through all of the ESI Feature Phone speakers. Press PAGE and then 1, 2, or 3 to access a programmed paging zone. (See the administrator for a list of page zones.) The Installer may have added an overhead page system to one or more of these page zones.

To page for pickup of an outside call

To page someone to pick up an outside call:

1. Park the call by pressing PARK.
2. Verify the line number from the display.
3. Page the person and announce the park location for retrieval. For example:
   “Sarah, you have a call on Park Two — Sarah, Park Two, please.”

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Call pickup

From your station, you can answer a call ringing at another station or department* by pressing PICK UP and then either dialing the extension or (if the destination is programmed into one of your keys; see “Programmable feature keys”) pressing the appropriate ringing station key.

During night mode, if a night bell is in use instead of the night auto attendant, press PICK UP 0 to access the ringing outside call.

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Special keys

FLASH

The FLASH key serves several purposes:

• Getting a fresh dial tone without replacing the handset — When connected to an outside line, press FLASH to automatically disconnect and receive fresh outside dial tone. (See also “RELEASE.”)
• Sending a flash hook signal — If operating behind Centrex (a special service your phone company may offer; see your administrator for additional details) or a PBX, press FLASH to transmit a flash hook signal automatically to either the phone company’s central office or the host PBX. Either may use this signal to provide you with additional features.
• Toggling between calls — If you hear a call waiting tone while on a call, press FLASH to toggle between the two calls.

REDIAL

The REDIAL key allows you to automatically call a stored name and number as shown below:

To . . .	Press REDIAL . . .
Redial the last number called	When your station is idle . . . or . . . After first lifting the handset or pressing SPEAKER
Automatically respond to a message	During message playback with Caller ID

RELEASE

The RELEASE key serves several purposes:

• If pressed when you are connected to a call through the handset, it disconnects the call and gives you internal dial tone.
• If pressed when you’re connected to a call via the speakerphone, it disconnects the call.
• If pressed during call waiting, it drops the current call and automatically connects to the waiting call.

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Esi-Dex

Esi-Dex (“easy Dex”) is a powerful feature that allows you to access and auto-dial stored names and numbers. You may access names and numbers from three different sources:

Dex	Source
Personal Dex	Names that you have stored for your use (see “Adding names to your Personal Dex”)
Station Dex	All station, department and guest mailbox names programmed by the Installer
System Dex	All system speed-dial names set up by the administrator

Auto-dialing using Esi-Dex

While your station is idle (or just after receiving dial tone), repeatedly press ESI-DEX to select the desired Dex:

Choose the desired name from the selected Dex, using one of the two following methods:

Press repeatedly . . .	To . . .
or (scroll keys)	Scroll through all names in the list from the beginning or end
(A dialpad key)	Scroll through only the names that correspond to the three letters on the key.

When the desired name and number appears . . .

. . . press ESI-DEX again to dial the number.

Adding names to your Personal Dex

Caller ID method

Whenever a Caller ID name appears on your ESI Feature Phone’s display (while you are talking on an incoming call or during message retrieval) press ESI-DEX to automatically store the name and number in your Personal Dex. The display confirms:

Manual method

While your station is idle, press ESI-DEX until prompted to ADD-A-NAME, then enter the name and the number as prompted (if needed, use the PROG/HELP key for assistance):

1. To enter each character for the name, press the dial pad key that includes the desired character. The key’s possible character entries will change each time you press the key.
2. When the desired character is displayed, press # to confirm the character. The cursor will move to the next character position. Use the / keys to back up or to insert a space.

   Example:

   To enter a B, press 2 twice (the possible options to scroll through are A, B, C, and 2). When B appears, press # to confirm and move to the next entry.

3. Repeat steps 1–2 until the name is complete. The name may contain up to 15 characters (a space is a character, too).
4. Press # again when finished entering the name.
5. Now, enter the number — including, if necessary, the line access code 9 (or 8 or 71–76 [7 on IVX 20 Plus]).

   Note:

   To insert a two-second pause, press CONF. To insert a flash (F), press FLASH. For a star (∗) tone, press REDIAL. For a pound (#) tone, press TRANSFER.

6. Press # to confirm the entry.

Deleting names from your Personal Dex

Select the name to delete (using the procedure described in “Auto-dialing using Esi-Dex”) and press * (or HOLD) to delete.

Using Esi-Dex: An example

Let’s say you’re on a call with the XYZ Company — XYZ COMPANY appears on your display — and you wish to save the name and number for future use. Just press ESI-DEX. Your display will confirm that the information has been stored. Now, to call the XYZ Company in the future:

1. Press Esi-Dex until you see PERSONAL DEX on the display.
   
2. Press the 9 key (corresponding to WXY). The display will show the first stored name that starts with W, X or Y.
   
3. Continue to press 9 until XYZ COMPANY appears in the display.
   
4. Press ESI-DEX again. This dials the number for the XYZ Company.

   Important:

   The number dialed (if stored from a Caller ID) will be the number for the actual line used by the caller, and may be different than the caller’s listed number. Additionally, some local calls may not be auto-dialed correctly, depending on the limitations of your area’s local dialing plan. You may wish to create a manual listing for these. Consult your administrator if you need further assistance.

System speed-dialing with Esi-Dex

If your administrator has programmed system speed-dial numbers, you can access one of these numbers either via Esi-Dex, as explained in the foregoing discussion, or auto-dial it by dialing its corresponding three-digit access number (in the range 600–699).

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Message monitor mode (live call screening)

Message monitor mode, also known as live call screening, lets you hear a caller leaving a message in your mailbox — just as with your home answering machine. You turn this feature on or off as part of user programming (PROG/HELP 3 6), or you may program a feature key for this purpose (see “Message monitor key (Code 568)”). While you hear the caller through your speaker, you have the following options:

Option	Result
Lift the handset	You intercept the call
Do nothing	The system records the message to your mailbox for your later retrieval
Press MUTE/DND	Temporarily mutes your speaker (the system continues to record the message to your mailbox)

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Personal greeting reminder

If you frequently change your personal greeting, use this option; it sets your station to remind you of your current greeting. The first time you use your phone after it has been idle (for the period you set in this function), the system automatically plays your current greeting (and gives you the option to change it). The range is 0 (no reminder) to 500 hours. To set this, press PROG/HELP 3 2.

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Headset operation

You can use your phone with a headset connected to the handset jack. You must have a headset key programmed as one of your programmable feature keys (see “Other feature keys”) to be used to connect or disconnect from a call. (See also “RELEASE.”) The key will blink green when a call is ringing and glow green when connected. You turn Headset Mode on or off as part of user programming (PROG/HELP 3 3).

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Outside dial tone preference

If you make mostly outside calls, you may find this setting helpful. It tells your station to connect automatically to an available outside line; i.e., you don’t have to dial 9 (or 8 or 71–76 [7 on IVX 20 Plus]) before the phone number. Therefore, when you lift the handset or press SPEAKER, you will immediately receive an outside dial tone from the highest-numbered line available to you.*

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Line keys

If some of your programmable feature keys have been programmed as line keys (or you can program line keys using PROG/HELP 2), press an unlit key to access the line. An outside call transferred to your station can be answered by simply lifting the handset or pressing SPEAKER. You do not have to press the line key. The LED indications for the line keys are:

LED	Line status
Glowing red	In use
Green	Connected to your station
Blinking red	Ringing at another station
Blinking green	Ringing at your station
Slowly blinking red	Parked by another station
Slowly blinking green	Held or parked by you

Private line

If a private line has been assigned to your station, you must have a line key programmed in order to access it.

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Optional features

The following optional features may be accessible from your station. See the administrator for details. In many of the cases you can dial the appropriate feature code (one that starts with 5), to activate or use the feature. In some instances, you must use a programmable feature key to serve as an on/off key for the feature.

Manual day/night mode (Code 560)

The system’s main greeting can be manually changed using a programmable feature key. Each time the key is pressed, the display switches among the following: DAY, NIGHT, HDAY (holiday) or AUTO (AUTO indicates that the system will follow the day/night mode tables programmed by the Installer).

Service observing (Code 561)

(Not available on IVX 20 Plus.) Your administrator may assign service observing capability to those users who need to monitor others’ calls silently (e.g., in order to aid in quality assurance of call activity).

Press the assigned programmable feature key (or dial code 5 6 1), followed by an extension number or station key, to begin service observing. To discontinue observing, press the station key again or hang up. While you observe another station’s incoming call, your display shows to whom that station is connected and how long the call has lasted.

Headset key (Code 564)

This key provides for easy connecting to/disconnecting from calls when operating in headset mode (see “Headset operation”). Press the key to receive dial tone or to answer a ringing call. Press the key again or press RELEASE to disconnect from the call.

Call forward key (Code 565 or 565xxx)

If you frequently call- forward your phone (see “Call forwarding”), you can program a programmable feature key as a call forwarding key to automatically turn forwarding on and off. If you always forward to the same extension, you can program a key with both 5 6 5 and the extension number.

Message monitor key (Code 568)

(Works with IVX 128 Plus, IP 200 and IP 40.) Easily toggle the message monitor mode on or off with this key. (Otherwise, you can perform the toggle by pressing PROG/HELP 3 6 and following the prompts.)

Background announce key (Code 569)

During call waiting, you can also make a brief, private background announcement to the station’s earpiece (if the station user has enabled the background announce feature). Press the key to talk and release when finished.

Personal greeting key (Codes 571–573)

These keys will provide for easy activation of one or more of your personal greetings. The key’s LED will be green for the associated personal greeting that’s active. These keys can be used in place of or in conjunction with manual activation of the greetings in programming mode.

Missed Call key (Code 574)

(Works with IVX 128 Plus, IP 200 and IP 40.) A programmable feature key with this code will flash whenever you have a missed call — i.e., both (a.) you don’t answer a call to your station; and (b.) the caller doesn’t leave a message in your voice mailbox. When the key is flashing, press it to see the stored Caller ID record for the most recent missed call. Use the scroll keys ( / ) to view records for other missed calls; your ESI phone system will store each user’s Caller ID records for up to 10 missed calls.

Additionally, while a record is on the display, you may do the following:

• To dial the caller displayed, press REDIAL.
• To view the telephone number (rather than the name), press 2.
• To delete a record, press 7 while the record is on the display.
• To store the record in your Personal Dex, press ESI-DEX.

Virtual Answer keys (Codes 575, 576)

(Works with IVX 128 Plus, IP 200 and IP 40.) You can program a Virtual Answer key to play a greeting to a caller when your extension is busy and route the caller to a desired destination by pressing this key. Program a programmable function key with either 5 7 5 or 5 7 6. Prompts will instruct you in how to record the greeting and program the caller’s destination.

The destination can be either the default call waiting or another station; the system takes the caller there after playing the recorded greeting. With call waiting, the system places the caller on hold as call waiting (“camping on”) for your station; if the caller can’t wait, he/she may (a.) press 1 to reach your voice mail, (b.) enter another extension, or (c.) press 0 to reach the Operator. With another station selected, the call is forwarded to the station.

To record the greeting from an idle phone:

1. Press the chosen programmable function key; then press RECORD.
2. Follow the prompts to record the greeting and program the destination.

Sample greetings for call waiting keys:

QuickPage (Code 577)

(Works with IVX 128 Plus, IP 200 and IP 40.) Normally used by an operator, this key lets you quickly park and page a station user. After programming a key as a QuickPage key, you can — while on an outside phone call — press the key, then enter a station number (or press a programmable feature key programmed for an extension) and the system will automatically page the person*, then forward the call to the person’s extension (or, if there is no answer, the person’s voice mailbox).

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Product specifications subject to change without notice.
Copyright © 2005–2008 ESI (Estech Systems, Inc.).