FAQs

Start With the Basics

Avaya IP Office Telephone System

• Pick up the receiver, dial 9 & then the number
• Press Speaker, dial 9 & then the number

• Pick up the receiver & dial the extension
• Press Speaker & dial the extension

• Pick up the receiver
• Press speaker to answer a call using the speakerphone
• Press the line appearance button next to the call that is ringing in to answer a call using the speakerphone

• With caller on the line, press Transfer (which is on the telephone display)
• Enter the extension number of the person you want to transfer the call to**You then have several options:
– Announce the caller, then press “complete” in the call display or if you do not see “complete” in the call display, press Transfer again.
– Do not announce the caller, just press “complete” in the call display or if you do not see “complete” in the call display, press Transfer again.

• Press the “Redial” button or press “History” or “Log” to view & dial the last outgoing or incoming calls.

To initiate a conference call you will need to do the following:
• Dial the first number (if appropriate, enter the outside line prefix, ie 9), wait for an answer OR answer the incoming call
• Press the “Conference” button (this will place the first call on hold automatically and open another line) OR press the hold button to get a second line
• Dial the second number (if appropriate, enter the outside line prefix, ie 9), wait for answer
• Press “Conference” button

To make a voice announcement to all employees you will use the “Page ” feature. Your announcement will come through the speakers of all telephones without making those phones ring (the announcement will also come across overhead speakers if these have been installed). If you are on the telephone, the announcement will not come through your phone. To use the page feature you will need to do the following:
• Press the “Page” button
• Begin speaking using the speakerphone or pick up the receiver (receiver reception is much better)
• Hang up when finished speaking

Call Forward is used to forward calls to another phone/person. To use this feature you will need to do the following:
• Press the “Call Forward” or “CFWD All” button
• Enter the extension number or phone number where your calls will be forwarded to (if entering an outside phone number, be sure to enter the outside line prefix, ie 9)
• The display will say forwarded. To cancel call forwarding, press the “Call Forward” button again

Press the red “Hold” button to place a caller on hold or press the other line that the incoming call is ringing on to automatically place the first caller on hold. To take a caller off hold, press the line again.

Call park is used to put a call on hold so that it can be picked up from any telephone in your system. To use this feature you will need to do the following:
With the caller still on the line,
• Press on of the “Call Park” buttons.
• To retrieve a parked call, press the “Call Park” button that coincides with the call you are trying to pick up.

If you activate the do not disturb (DND) feature, your telephone will not ring when someone calls you. The caller will hear the phone ring, typically 4 times, and then go to your voicemail. To use this feature you will need to do the following:
• Press DND to activate.
• To cancel press DND.

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Norstar Telephone System

There are several ways to make a call, your options include:
• Pick up the receiver and dial the number
• Pick up the receiver, then press a line button and dial
• Press Handsfree, then dial to talk using speakerphone
• Press Handsfree, press a line button, then dial

There are several ways to answer an incoming call:
• Pick up the receiver
• Pick up the receiver and press the line button where the call is coming in on
• Press Handsfree to answer a call using the speakerphone
• Press Handsfree, then press the line button where the call is coming in on

• With caller on the line, press Transfer (which is on the telephone display)
• Enter the extension number of the person you want to transfer the call to
**You then have several options:
• Announce the caller, then press “Join” in the display or simply hang up the receiver (or press RLS to hang up). You will see “transferred” in the display
• You will also see “Retry” in the display. If you want to transfer the caller to a different extension, press Retry and enter the new extension.
• You will also see “Cancel” in the display. Press Cancel if you want to stop the transfer and handle the call in a different way.

Please note that this feature does not “strip” digits. This means that if I add digits to the original telephone number this feature will not work and I will have to manually redial the number.
• Press the “Last Number” button or Feature 5 to automatically redial the last number you dialed out.

You may speak with two other people at the same time using the conference call feature. To initiate a conference call you will need to do the following:
• Dial the first number (if appropriate, enter the outside line prefix, ie 9), wait for an answer OR answer the incoming call
• Press the “Intercom” button that is not in use (this will place the first call on hold automatically and open another line) OR press the hold button, then the intercom button to get a second line
• Dial the second number (if appropriate, enter the outside line prefix, ie 9), wait for answer
• Press “Con/Trans” button
• Press the “Intercom” button to take the first line off hold (press the line that is flashing)

To make a voice announcement to all employees you will use the “Page ” feature. Your announcement will come through the speakers of all telephones without making those phones ring (the announcement will also come across overhead speakers if these have been installed). If you are on the telephone, the announcement will not come through your phone. To use the page feature you will need to do the following:
• Press the “Page” button, or Feature 60
• Select “Sets” (if your company has overhead speakers you may select sets, speakers, or both)
• Press All
• Begin speaking using the speakerphone or pick up the receiver (receiver reception is much better)
• Press RLS to hang up

Voice Call is a way to make an announcement through the speaker of one other telephone, without making that phone ring. Whereas Page comes through all telephones, a Voice Call comes through one telephone, so that you can talk using the speakerphone rather than picking up the receiver. To use this feature you will need to do the following:
• Press the “Voice Call” button or Feature 66
• Dial the extension number of the person you wish to speak with. You will hear a beep.
• You are now automatically speaking over their speakerphone (to deny this from happening on your phone, press Feature 88)[/subccordion][subccordion title=”What is Directed Pick-up?…”] This feature allows you to answer a call ringing at another extension from any phone in the office. To use this feature you will need to do the following:
• Press the “Pick-Up” button or Feature 76
• Dial the extension number of the phone that is ringing
• You now have the call

Call Forward is used to forward calls to another phone/person in your company or directly into your voicemail box. To use this feature you will need to do the following:
• Press the “Call Forward” button
• Enter the extension number or phone number where your calls will be forwarded OR press the Voicemail button to forward calls directly to your voicemail box.
• The display will say forwarded and the extension you entered. To cancel call forwarding, press the “Call Forward” button again

Press the red “Hold” button to place a caller on hold or press the other line that the incoming call is ringing on to automatically place the first caller on hold. You will know the caller is on hold because the triangle in the display will be flashing. To take a caller off hold, press the line again and the triangle will stop flashing.

Programming External Numbers:
• Press Feature * 1 (the display will walk you through what to do next)
• Press the button to program
• Dial the telephone number you wish to be a one-touch key (include prefix for outside line, for example 9, and long distance, for example 1)
– Press OK
– The display will say “Programmed”
Programming Internal Numbers:
• Press Feature * 2
• Press the button to program
• Dial extension number that you wish to be one touch
• Press OK
• The display will say “Programmed”-

Your telephone came with pre-programmed features, however, there are many more that you can program yourself. For a list of all the features available to you, please refer to the Telephone Feature Card. If you do not have one, please see your system administrator.
There may also be a short list of commonly used features under your telephone receiver. To program additional features on your phone you will need to do the following:
• Press Feature * 3
• Press the button to program
• Enter the Feature code
• The display will say “Programmed”

Call park is used to put a call on hold so that it can be picked up from any telephone in your system. To use this feature you will need to do the following:
With the caller still on the line,
• Dial Feature 74 or press the “Call Park” button (if this has been programmed)
• Press Page (or cancel), then announce who the call is for and the 3 digit retrieval code found on the display
• To retrieve a parked call, press “Intercom” and dial the 3 digit retrieval code

If you activate the do not disturb (DND) feature, your telephone will not ring when someone calls you. The caller will hear the phone ring typically 4 times and then go to your voicemail. If a call has been transferred to you and your telephone is in DND mode, the caller will bounce back to the person that originally transferred the call. We suggest that you use the Call Forward feature rather than DND, so that incoming calls go directly to your voicemail rather than returning to the person that transferred the call to you. To use this feature you will need to do the following:
• Press Feature 85 to activate DND
• To cancel press Feature # 85

Saved number redial is used to save one telephone number that you called and want to call back again later after you have made other telephone calls. To use this feature you will need to do the following:
• Press “Saved Number” button or Feature 67 while you are on the call you wish to save
• To make the call, Press “Saved Number” or Feature 67

Depending on the lighting at your desk and where you are in relation to your telephone the display may be difficult to read. In order to adjust the contrast level on your display press Feature * 7. Press up or down, then OK.

You have the choice of 4 different ring types. Press Feature * 6, then press Next in the display to hear the various rings. Press OK to select the one you like best. You can change the volume of your ringer when the phone is ringing or by pressing Feature * 80 to make the phone ring. Press and hold the volume bar.

To view button programming press Feature * 0 (button inquiry), then press any button to see in the display how it has been programmed. If there is nothing programmed on a button the display will say blank button. You can then program the button with speed dials (external, Feature *1; internal, Feature *2; or other feature codes, Feature *3).

[/subccordion][subccordion title=”How do I setup/initialize my voicemail box for the first time?…”] Before receiving any messages you will have to initialize or set-up your mailbox. While sitting at your own desk, press the voicemial button on your Norstar phone (if you do not have a pre-programmed button, press Feature 981). At the password prompt, enter 0000. A voice prompt will walk you through changing your password, recording your name in the company directory, and recording your greeting.

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Norstar Voicemail

To change your mailbox password you will need to do the following:
• Press Feature 981 to open your mailbox
• Enter your password and press OK
• Press ADMIN
• Press PSWD
• Enter a new password 4-8 digits (not beginning with a 0)
• Enter the new password again
• Press OK

Yes. We make no compromises when it comes to the technology, software, and infrastructure that we use. We utilize the best in internet connectivity. Our network features include firewalls, advanced VPN communications, virus prevention/ cure, spam filers and URL filtering.

To record or change your personal greeting, you will need to do the following:
• Press Feature 981 to open your mailbox or press your voicemail button and press 8 to change your mailbox options
• Enter your password and press OK
• Press ADMIN
• Press GREET
• Press REC
• Press PRIME
• Press YES<
• At the tone, record your personal greeting
Note: You may have an alternate greeting as well. To record this, you will select ALT instead of Prime. If you have both greetings recorded you may choose the greeting to play.

To access your messages remotely simply dial your company number, wait for voicemail to answer, then press **. You will then be voice prompted to enter your mailbox number and password as one long number.

While listening to messages you have the following options available:
• To listen to new messages press “play on display” or 2
• To listen to a saved message press 6
• To delete a message press 8
• To save a message press 77
• To replay a message press 11
• To foward a message press 5
• To skip a message press 6
• To hear the time and date of a message press 7
• To reply to a message press 9

If you do not have a pre-programmed button to voicemail, you will need to dial an internal extension number. To find out what that number is, press Feature 985. The display will say “Set” along with the internal number for voicemail.

Yes. If you notice that a caller rolls into voicemail before you pick up the line, you can press Feature 987 to grab that caller out of voicemail and begin talking live with that person. The voicemail system will stop recording once you pick up the call.