This administrator guide is intended to assist system

System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Norstar system administration guide 4-digit extensions
Version 7.2 Dec 07
This administrator guide is intended to assist system administrators
with day to day programming such as adds, moves, and changes. It is
not intended for advanced programming issues, troubleshooting, or
new system setup. Use at you own risk
System description
Model
Software version
Serial number
Key codes if applicable
Type of handsets
Number of handsets
Type of trunk/s
Service Provider
Circuit ID
Service provider contact number
Software variations may result in inconsistencies with this guide. This guide is meant for general reference, and
should not be distributed beyond system administrators. Some areas of this guide may not apply to your system.
HardConnect is not responsible for customer programming,
Outages and service charges may result from errant configuration.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Voicemail and System Programming
To access voicemail programming
o Feature 983
o Log: 10020000 + Ok
To access PBX programming
o Feature ** 266344
o Password: 266344
Template for PBX programming
Tip
Locked Sys Admin Password
If the 10020000 password is
incorrectly attempted 3 times it will
lock out additional attempts.
Te reset this password:
Feature 985
Press 9
Enter 73738767793 + ok
Tip
Adding or changing a user typically
requires programming in both the
PBX as well at the voicemail
system
Internal caller ID or first name
spelling is entered in PBX
programming.
Voicemail names are entered in
Feature 983 programming. This is
where the directory matches a
users name to extension number
for inbound callers. Enter names as
follows.
Johnson, Robert
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Adding deleting and changing mailboxes / Resetting mailbox passwords
o Feature 983
o Log: 10020000 + Ok
o MBX then select
•
•
•
ADD to add a new mailbox. Proceed to Enter Mbx #
DEL to delete a mailbox, select MBX then delete.
CHNG to reset the mailbox password to 0000, or change mailbox
properties.
o Mbx # ( same as Extension # )
o Subscriber: Press OK
o Ext: (same as Mbx #)
o You can create guest mailboxes without a telephone by selecting *
o Service Class: Input 13
o Name: Last name, First (# for next character, ## for comma)
o Directory: Y
o Msg Waiting: Y
o Outdial: select * key
Tips
o Always delete users once no longer needed.
o Never change a user from “Tom” to “Mary”, instead delete “Tom” and add “Mary”
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Changing an extension name (first name)
o
o
o
o
o
o
o
o
o
Feature ** 266344
Pswd 266344
Terminals and Sets Show
Show set Input extension #
Press Show
Press Next 2 prompts to name.
Change enter name using your keypad. # for next character.
Press next
Rls. Or hang up to exit programming
Changing Time and Date
o
o
o
o
Feature ** 266344
Pswd 266344
Press next 5 prompts to Time and date.
12 Show, follow prompts to change time and date.
Set relocation
o
o
o
o
o
o
o
o
Feature ** 266344
Pswd 266344
Press next 6 prompts to system programming
Press show
Press next 2 prompts to feature settings
Press show
Press next until you see set relocation (18 Prompts)
Change according to your preference. (Y for on, N for off)
Programming system speed dial
o
o
o
o
o
o
o
o
o
Feature ** 266344
Password: 266344
Press next 3 times to System speed dial and press show/ open
Enter speed dial number
Press Change and enter number as follows, 916505551212 + ok
Press Next and select “use routing table” for line
Press Next and select Y for display digits
Press Next and enter the name associated with the speed dial #
Press Release
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Changing Main Greetings
Tips
o We recommend a simple greeting that gives callers quick options for transfer. Greeting 1
is the easiest greeting to re-record.
o Always play greetings before re-recording to ensure correct greeting.
o Document your greeting content.
o CCR, Call Tree, and Auto Attendant programming recommended for advanced users only.
On site service recommend for CCR programming.
Changing Greeting 1
Feature 983
o
o
o
o
o
o
LOG: 10020000 + ok
AA
Grtg
Grtg + 1 + ok.
Play to verify content
Record to record new greeting.
Greeting 1 Content
Thank you for calling XYZ Company.
II you know your parties extension you may enter it any time.
To use our company directory press the # key.
For operator assistance, or to leave a message in the general mailbox please press 0.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Welcome to Norstar Voice Mail,
Please initialize your mailbox.
Initializing a mailbox from your telephone set:
From your telephone, press the VM key or FEATURE 981
Password: Enter default password 0000, followed by OK
or # Key.
Must Change Password: Enter New password _ _ _ _
followed By ok or the # key
Again: Re-enter password then press #
Speak into handset for best quality recording.
At the Tone: Record your first and last name with your
extension #
To End the Recording:
Accept the Recording:
Press OK or # key.
Press OK or # key.
Record your personal mailbox greeting:
Press Admin or 8
Press Greet or 2
Press Rec or 1
Press Prime or 1
Press Yes or 1 to record your greeting
To End the recording: Press OK or the # key
To Accept your recording: Press OK or # key
Press Rls to end session.
VOICEMAIL FEATURE CODES
FEATURE 981
FEATURE 980
FEATURE 986
FEATURE 984
FEATURE 987
OPEN MAILBOX
LEAVE MESSAGE
TRANSFER TO VOICEMAIL
CALL FWD TO VOICEMAIL
INTERRUPT FROM VOICEMAIL
* Only applies while message is playing
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Feature Code List.
77
CALL DURATION TIMER
PAUSE
79
EXCLUSIVE HOLD
800
TRUNK ANSWER
**ADMIN
NORSTAR CONFIGURATION PROGRAMMING (INSTALLER)
NORSTAR SYSTEM COORDINATOR PLUS
PROGRAMMING(CICS AND ICS 2.0+)
NORSTAR ADMINISTRATIVE PROGRAMMING (SYS
Coordinator)
78
801
CALL QUEUING
**BASIC
NORSTAR BASIC PROGRAMMING (CICS & ICS S.0+)
802
GROUP LISTENING
**SET
NORSTAR SET PROFILE
803
SHOW TIME
**LINE
NORSTAR LINE PROFILE
804
WAIT FOR DIAL TONE
**USER
NORSTAR USER PREFERENCES (CICS & ISC 2.0+)
805
TEST SETS (2.0)
**TIME
NORSTAR TIME AND DATE (CICS & ICS 2.0+)
806
HIDE DISPLAY
*0
BUTTON INQUIRY
808
LONG TONES
*1
FEATURE KEY EXTERNAL AUTODIAL
810
MAKE BUSY
*2
FEATURE KEY INTERNAL AUTODIAL
811
CALL INFORMATION
*3
FEATURE KEY PROGRAMMING
812
ENTER CALL LOG
*4
PERSONNEL SPEED DIAL
813
LOG IT
*501
SELECT ENGLISH
815
AUTO BUMPING
*502
SELECT FRENCH
817
IRAD TRANSFER (CICS ONLY)
*503
SELECT SPANISH
819
OUTGOING NAME AND NUMBER BLOCKING (4.1)
*6
RING TYPE
82
CAMP ON
*7
DISPLAY CONTRAST ADJUST
83
PRIVACY CONTROL
*80
RING VOLUME ADJUST
84
LINE REDIRECTION
*81
MOVE LINE KEYS
85
DO NOT DISTURB
*82
DIAL MODES
86
BACKGROUND MUSIC
*831
AA ON/OFF (CICS)
87
"SERVICE MODES (DR-3,4,5)
*832
CCR ON/OFF (CICS)
870
SHOW SERVICE MODES (CICS)
*833
AA/CCR RECORDING MAINTENANCE (CICS)
871
EXTENDED RINGING
*84
AUTO LOG OPTIONS
872
ALTERNATIVE RESTRICTIONS
*85
CALL LOG PASSWORD
873
ALTERNATIVE ROUTING
*89
PROGRAMMED RELEASE
88
VOICE CALL DENY
*9
RUN/STOP
9**
RAD PROGRAMMING (RAD 2, FASTRAD)
0
SYSTEM SPEED DIAL
9*0
RAD TRANSFER (ALL BUT CICS IRAD'S)
1
SEND MESSAGE
9*1
CHECK FEATURE CODES FOR VOICEMAIL
2
RING AGAIN
9*2
SMDR ADMIN
3
CONFERENCE/TRANSFER
9*3
LOGGER TIME STAMP
4
CALL FORWARD
9*4
NORSTAR DOOR PHONE PROGRAMMING
5
LAST NUMBER REDIAL
9*5
FLASH LOW RANGE CHECK FEATURE CODES
60
PAGE GENERAL
9*7
ACD ADMIN MAINTENANCE SESSION
61X
PAGE INTERNAL ZONE (1-6)
9*9
VOICE MAIL INTERFACE (VMI) CODES
62
PAGE EXTERNAL
900
SMDR; enter acct. # to be logged w/ a call
63X
PAGE INTERNAL ZONE (1-6) PLUS EXTERNAL
901
ACD LOGIN
64
LINE POOLS
901
VMI ADMIN
65
MESSAGE REPLY
902
ACD UNAVAILABLE
66
VOICE CALL
903
VM HIGH/LOW RANGE SELECTION-DISABLED AFTER USE
67
SAVED NUMBER
903
ACD CANCEL WRAP
68
RESTRICTION /COS OVERRIDE
904
ACD HELP
69
PRIORITY CALL
904
FLASH ACD LOW RANGE LOGIN/OUT
79
CALL TRANSFER (BLIND)
905
ACD CATEGORIZE
71
LINK (HOOK FLASH)
905
FLASH LOW RANGE DN IDENTIFIER
72
TIMED RELEASE
906
ACD RECORD CALL
74
CALL PARK
906
FLASH LOW RANGE VM TRANSFER
75
GROUP CALL PICKUP
907
FLASH LOW RANGE VM INTERRUPT
76
DIRECTED CALL PICKUP
908
STAR TEXT (OBSOLETE)
**CONFIG
**SCPLUS
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
908
FLASH ACD LOW RANGE BUSY MODE
981
VM LOG INT MAILBOX
909
ACD ANN. MAINTENANCE
982
VM OPERATOR STATUS (PSWD=OPERATOR(67372867))
909
FLASH ACD LOW RANGE QUEUE STATUS
983
VM ADMIN PROGRAMMING
910
FLASH LOW RANGE LEAVE MESSAGE
983
VM SOFTWARE LEVEL (LOGIN THEN OPTION 9)
911
FLASH LOW RANGE OPEN MAILBOX
984
VM TIME AND DATE
912
FLASH LOW RANGE OPERATOR CONTROL
984
AUTO FORWARD TO VOICEMAIL (NSVM4.0)
913
ACD CALLS QUEUED
984
FLASH ACD LOGIN/OUT
913
FLASH LOW RANGE SYSTEM ADMIN LOGIN
985
VOICEMAIL DN INQUIRY
915
NORSTAR VOICEMAIL 2ND LEVEL ACCESSS
986
VOICEMAIL TRANSFER
920
ACD ADMIN SESSION
987
VOICEMAIL INTERRUPT
921
ACD ROUTING SESSION DAY/NIGHT
988
VOICE ACTIVATED NAME DIALING (NSVM 4.0)
922
ACD ADMIN STATISTICS SESSION
988
FLASH ACD BUSY MODE
923
ACD GROUP STATISTICS SESSION
989
RECORD CALL (NSVM 4.0)
960
DIAL BY NAME (CINTECH NSVM OPTION)
989
FLASH ACD QUEUE STATUS
961
DIAL BY NAME ADMIN
980
VM SEND MSG TO ANOTHER MAILBOX
Manually programming telephone buttons
o
o
o
o
Feature * 0
Feature * 1
Feature * 2
Feature * 3
Determine button programming
Program external auto-dial to a button
Program an extension speed dial
Program a feature to a button
Example: Programming last number redial to a button.
Feature * 3, press the desired button to program, feature 5.
Tip
o Feature * 0 is a useful tool to determine actual extension numbers and programmed
buttons.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]
System administration quick reference guide
Norstar MICS, CICS, & Call Pilot Systems.
Toll Fraud Security Alert Third Party Calling !
We have seen a sharp increase in toll fraud and “voicemail hacking” over the past few years. Please take a moment to help reduce
the chances of becoming a victim of Toll Fraud or Third party calling
Many customers have complained that their voicemail system has allowed unauthorized calls to be routed to an outside number,
commonly in the Philippines. Restricting outbound access to the voicemail has failed to eliminate these toll charges.
Commonly charges are billed to your account as follows:
A hacker dials into your system via any number that answers with voicemail. What they are looking for is a mailbox that has a
default password or a mailbox password that is easily guessed, such as 1234. Once they have access to a mailbox, the greeting is
changed. It is usually rerecorded in a manner that tries to sound like someone actually answering the phone.
A common script will look something like this:
"Hello?" pause "yes" pause "yes, I'll accept the charges."
or even something simpler like "yes, yes, yes, yes, yes, yes..."
We have also noticed tones recorded over greetings. These tones seem to trick the billing computer into accepting the charges.
Once this greeting is set up, the hacker will provide the information on the newly hacked mailbox along with it's telephone number
to others. This information is either sold or given away.
At this point the thief calls a service provider and ask to have their call billed to the number of the hacked mailbox. When the
carrier's computer calls to verify that the third party is willing to accept the charges for a third party call, the computer hears "Hello?"
pause "yes" pause "yes, I'll accept the charges" and the call goes through.
How to Protect Your Business
1. Insist that no voice mail user has a password that is trivial or easy to hack.
Example of these are: 1111, 1234, 0000,...
Every password should be at least 5 digits in length and never have repeating or consecutive numbers. Don’t overlook
your general delivery mailbox, Tec support mailboxes, guest mailboxes etc…
2. Have your service provider/ carrier block third party call billing to any of your numbers. Request 1010 blocking and
international call blocking if possible.
3. Delete any unused mailboxes. Be sure that you know if you have any that are not in use or not. If you need help with this,
Please call us for assistance.
4. Educate your users on Toll Fraud. Be sure that they REPORT ANYTHING SUSPICIOUS WITH THEIR VOICEMAIL!
Restricting your system, or building access filters etc. will not resolve this type of fraud. It is imperative that you work with your
carrier to restrict these types of calls.
All systems are venerable to this type of theft, even single analog lines connected to an inexpensive answering machine. Monitor
your phone bills regularly, document and report trouble immediately.
Customers with many numbers or blocks of DID’s have more exposure than small business scenarios. It can be more difficult to
analyze phone bills for larger businesses, and this can lead to exorbitant charges if not caught quickly.
If you need assistance deleting old/ unused mailboxes, or would like additional information regarding Toll Fraud,
Slamming, or Third Party Calls, please contact us.
For technical assistance, or to request a service call, please contact
Main 650 444-5556
[email protected]