Partner II, Partner ACS: How to program Caller ID and know the equipment needed for Caller ID to work on system?

Topics include:

Considerations for Caller ID installed within the system:

• You system must be either Partner II R3 or higher, any Partner ACS, or any Partner Endeavor system.
• The lines with Caller ID must be installed on 206EC, 400EC, 308EC, 362EC, Partner ACS Processor, or Partner Endeavor Processor cards.
• The call must ring two (2) times before the Partner system can pick up the Caller ID information. If an auto-answer device picks up the call (Partner Mail, Auto Attendant, DXD, etc) the device must allow the call to ring two times.
• All system display phones can display the incoming phone number. Phones with small displays (MLS-12D, MLS-18D, MLS-34D, Endeavor-18D, Endeavor-34D) will not be able to display the name at the same time, nor will they be able to work with the advanced Call Logging features on Partner ACS/Endeavor.
• On Call Coverage, the Caller ID information is not passed to the covering extension.
• On Call Forward the Caller ID information is passed to the destination extension. Calls forwarded and unanswered at both the originating extension and the forwarded extension will be logged as unanswered calls by the Caller ID Logging feature at both extensions. If the forwarded call is answered at the forwarded extension, it will not be logged unless the Caller ID Log Answered Calls (#317) feature is set to log answered calls.

Caller ID Inspect/Name Display

This feature is available on:

Partner II Release 3.0 and later systems

All Partner ACS systems

All Partner Endeavor systems

The Caller ID Inspect button can be used on any Partner system phones, or MDW-9030, MDW-9031, BC-905, and must be programmed onto a button with lights. Users active on a call can use this to view Caller ID information for a second call that is either ringing, active or on hold, without disconnecting or placing their current call on hold. This button only lights up when you are trying to access a call, just touching the button won't light it up. The information displayed for the Inspect button will remain on the display for approximately 8-10 seconds.

Note: Because of space limitations, the Business Cordless 905 telephone LCD display cannot show the full Caller ID information provided by the Partner ACS system. It will only show the first 15 digits/characters.

The Caller ID Name Display button can be used on any Partner system phone (or MDW-9030 and MDW-9031) but must be programmed onto a button with lights. Users can use this to toggle the display between incoming Caller ID number and the Caller ID name. If the button is not lit, the number displays, if it is lit, the name displays. (Caller ID Name is an optional Feature of the Caller ID service provided by your local dial tone provider and may not be available in your area.)

How to use:

Caller ID information is passed to an extension between the first and second ring so be sure to wait until the second ring before answering the call. Users automatically receive Caller ID information for calls that audibly alert (ring) at the extension. For lines or pools set to Immediate Ring, Caller ID information is displayed after the first ring. For lines or pools set to Delayed Ring, Caller ID information is displayed as soon as the call begins audibly alerting (ringing). For lines or pools set to No Ring or Do Not Disturb, no Caller ID information is displayed. You must press the line buttons when phone is idle to view Caller ID information for lines that do not ring or press Caller ID inspect.

There are two ways to inspect Caller ID lines:

1. If you are active on a call, you automatically get Caller ID information for that call. However, if you want to view Caller ID information for a second call without ending the active call or putting it on hold, press Caller ID Inspect and then press the line button that you want to inspect. (If you have Call Waiting, you will not receive Caller ID information for the second call.)
2. If you are not active on a call, you can press line buttons to view Caller ID information for those lines; however, keep in mind that if you pick up the handset you will join or answer the call shown on the display.

(In addition, you may Toggle between the Name and Number for an incoming call with Caller ID Name Display- if button is lit it shows the name, if not it shows the telephone number.)

How to use Caller ID Inspect on MDW-9030 and MDW-9031 phones:

While active/not active on a call, move the selector rectangle to the line with Inspect button on it, then press the Inspect button. Move the selector rectangle to line button you want to inspect and press the line button. Continue to move the rectangle and press the line button to Inspect other lines. Move rectangle to Inspect button row and press Inspect button to turn off feature.

How to use Caller ID Name Display on MDW-9030 and MDW-9031 phones:

To display the name instead of the number of the call you are currently on, move the selector rectangle to the row that contains the Name Display button. Press the Name Display button. To return to displaying the number, move the selector rectangle to the row that contains the Name Display button (if it is not already there), and press the button.

From extension 10 or 11:

1. Place the programming overlay on your phone.
2. Press Feature 00.
3. Press System Program.
4. Press System Program.
5. Press Central Tel Program.
6. Dial the extension number of the phone that you want to program with this feature.
7. Press a programmable button with lights.
8. Press Feature 17.
9. Press Feature 00 to exit programming.

How to program a Caller ID Name Display button:

From extension 10 or 11:

1. Place the programming overlay on your phone.
2. Press Feature 00.
3. Press System Program.
4. Press System Program.
5. Press Central Tel Program.
6. Dial the extension number of the phone that you want to program with this feature.
7. Press a programmable button with lights.
8. Press Feature 16.
9. Press Feature 00 to exit programming.

This feature is available on:

Partner ACS Release 2 or later systems

All Partner Endeavor systems

This feature is available on Partner-18D and Partner-34D display phones. It is not available for the MLS, MLC, MDW or Tip and Ring phones. Although it can be used on an Endeavor system, Endeavor-style phones will not be able to use these features. You must use Partner-style phones on the Endeavor System.

• Programming Overlay for Partner 34d, Partner 18d, PARTNER-6, MLS-6, MLS-18D/12D/12/, MLS-34D,  - https://downloads.avaya.com/css/P8/documents/003678436 on page 10.

This programming procedure allows you to associate lines with extensions for the purposes of logging unanswered Caller ID calls. Multiple lines can be associated with an extension and multiple extensions can be associated with the same line. Caller ID calls can be logged only if they ring on an extension that is associated with a line that has been programmed for Call Logging.

How to program Caller ID - Call Log Line Association

From a display phone at extension 10 or 11:

1. Place the programming overlay on your phone.
2. Press Feature 00.
3. Press System Program.
4. PressSystem Program.
5. Dial #318.
6. Dial the two-digit extension number of the phone to be programmed with this feature.
7. Dial the two-digit line number to be associated with the specified extension.
8. To choose an option dial:

• 1 = Assigned
• 2 = Not Assigned

9. To associate another line with this extension, press Next Item or Prev Item until the line number shows on the display and then repeat step 8.
10. Press Feature 00 to exit programming.

Programming and using Caller ID Logging and Dialing

General Information on Caller ID Call Logging and Dialing

These features are available on:

Partner ACS Release 2 or later systems

All Partner Endeavor systems

This feature is available on 24-character Partner-18D and Partner-34D display phones. It is not available on MLS, MLC, MDW or Tip and Ring phones.

• Programming Overlay for Partner 34d, Partner 18d, PARTNER-6, MLS-6, MLS-18D/12D/12/, MLS-34D,  - https://downloads.avaya.com/css/P8/documents/003678436 on page 10.

Once the you assign the Caller ID Call Log Line Association (#318), Caller ID Log Answered Calls (#317), and/or the Caller ID Log All Calls (#319) features to log Caller ID calls, you use Caller ID Logging and Dialing (F23) to view the log. This feature gives users the ability to view Caller ID information for unanswered Central Office calls and unanswered Central Office calls transferred to an extension.

Up to 400 call records can be stored for the system. Each line that is associated with an extension to log Caller ID calls is guaranteed a minimum of 20 call records.

In addition, users can automatically dial the number stored in the log.

The call records stored in each user's call log and available for viewing depends on the following:

• Unanswered transferred calls are logged automatically, whether or not the line and extension are associated with the Call Logging features.
• If Caller ID Log Answered Calls (#317) is used alone, all Caller ID calls that are answered by that extension are logged.
• If Caller ID Log Line Association (#318) is used alone, all unanswered Caller ID calls that ring on a line associated with the extension are logged.
• If both Caller ID Log Answered Calls (#317) and Caller ID Log Line Association (#318) are used, all Caller ID calls that are answered by that extension and all unanswered Caller ID calls that ring on a line associated with the extension are logged.
• If both Caller ID Log Line Association (#318) and Caller ID Log All Calls (#319) are used, all answered Caller ID calls and all unanswered Caller ID calls received at any extension on specific lines are logged. This combination can be assigned to a maximum of one extension per system.

The Caller ID information is shown on three screens:

• The first screen shows the caller's number (or the reason that the number is not available).
• The second screen shows the caller's name (or the reason that the name is not available).
• The third screen shows the date and time of the call.

In addition, the system logs the line the call came in on; whether the log entry was viewed; whether the call was answered or not answered; and whether an attempt was made to return the call using the Dialing option.

How to use Call ID Logging and Dialing feature:

When Caller ID information is logged for your extension and you have programmed a Call Log button, the word Calls is displayed.

To view the log:

1. Press your preprogrammed Call Log button. The green light flutters and the Call Log is activated. One of several messages is displayed.
2. Press the More button repeatedly until you see the Telephone Number Display

At the Telephone Number Display, the newest call in the log is shown. The log shows the calls in last-in-first-out order.

An Out-of-Area message displays if the call was dialed from a region that does not support Caller ID. APrivacy message displays if the caller blocked transmission of Caller ID information. A No Number message displays if no information was received.

You have several options at the Telephone Number Display:

• Press the Next button to view the next logged call. If you have a second call logged, it is displayed.
• Press the Prev. button to view the Telephone Number Display of the previous log record.
• Press the Dial button to dial the telephone number and return the call (see dialing instructions that follow).
• Press the More button to view the caller's name.

At the Name Display the caller's name is shown. If the caller's name is not available, one of the following messages displays:

• An Out-of-Area message displays if the call was dialed from a region that does not support Caller ID.
• A Privacy message displays if the caller blocked transmission of Caller ID information.
• A No Name message displays if no information was received.

You have several options at the Name Display:

• Press the Next button to view the next logged call. If you have a second call logged, it is displayed.
• Press the Prev. button to view the Name Display of the previous log record.
• Press the Dial button to dial the telephone number and return the call (see dialing instructions that follow).
• Press the More button to view the Call Status display.

At the Call Status display you see the following information:

• At the left of the display, you see thedate and time of the call and either am or pm to indicate whether the call arrived in the morning or afternoon.
• The entry in the next column indicates theline that the call came in on.
• The next entry (a vertical handset symbol) indicates whether the call was answered at the extension. If the call was not answered, this column is blank.
• In the next column, D indicates that a user attempted to use automatic dialing to return the call. If no callback was attempted, the column is blank.

You have several options at this display:

• Press the Next button to view the next logged call. If you have a second call logged, it is displayed.
• Press the Prev. button to view the Call Status Display of the previous log record.
• Press the Erase button to erase the log record (see instructions that follow).
• Press the More button to view the Telephone Number Display.

Erasing Call Log Records:

When the Erase button is pressed on the Call Status Display, the Entry Erased Display appears.

You have several options at the Entry Erased Display:

• Press the Next button to view the next logged call. If you have a second call logged, it is displayed.
• Press the Prev. button to view the Call Status Display of the previous log record.
• Press the All button to erase all call log records for this extension.

Dialing Instructions:

1. If you want to dial the telephone number and return the call, press the Dial button on either theTelephone Number Display or the Name Display. When you press the Dial button on either display, the Dial Display appears.
2. For Partner ACS Release 2 systems only, if you want to make an outside call using a specific pool, press the idle pool button or press Intercom plus the three-digit pool access code (880, 881, 882, or 883) and, if desired, lift the handset.
3. The button you press to dial the call depends on the number of digits you must dial to complete the call from your area:

• To dial the complete number including the 1, press the button under the 1 (left button).
• To include the area code but not the 1, press the button under the area code (the second button).
• To dial the seven-digit number only, press the button under the seven-digit telephone number displayed (the third button).

You also have the following options at the Call Log Dial display:

• Press theBack button to return to the Telephone Number or Name Display.
• Press the Call Log Display button to exit the Call Log. The green light goes off when the feature is deactivated.

How to program Caller ID - Call Logging and Dialing

Using a display phone at extension 10 or 11:

1. Place the programming overlay on your phone.
2. Press Feature 00.
3. Press System Program.
4. Press System Program.
5. Press Central Tel Program.
6. Dial the two-digit extension number of the phone to be programmed with this feature.
7. Press a programmable button with lights.
8. Press Feature 23.
9. Press Feature 00 to exit programming.

This feature is available on:

Partner ACS Release 2 and later systems

All Partner Endeavor systems

This feature is available on 24-character Partner 18D and 34D display phones. It is not available for the MLS, MLC, MDW or Tip and Ring phones.

This programming procedure allows you to program a maximum of one extension to log all answered Caller ID calls and all unanswered Caller ID calls received at any extension on specific lines. You must use the Caller ID Call Log Line Association (#318) programming procedure to associate lines with the extension that will log all calls, then use the Caller ID Log All Calls (#319) feature to allow the extension to log all Caller ID calls on the associated lines. Once the features are activated for an extension, when the user activates the Caller ID Call Logging and Dialing (F23), all caller ID calls that are answered or answered by any extension on the associated lines are logged. A telephone symbol (a vertical handset) appears in the Call Status Display to indicate that the call being viewed has been answered. The Caller ID Log All Calls feature is useful when a centralized user needs information for all calls received in the system. For example, a supervisor could use the log for quality assurance by contacting callers and inquiring about the customer's satisfaction with the results of the call.

How to program Caller ID - Log All Calls

?Use a display phone at extension 10 or 11:

1. Place the programming overlay on your phone.
2. Press Feature 00.
3. Press System Program.
4. Press System Program.
5. Dial #319.
6. To assign (or change) an extension, Dial the two-digitextension number
   
   To remove the the assignment, press Remove.
7. Press Feature 00 to exit programming.

This feature is available on:

All Partner ACS systems

All Partner Endeavor systems

Note: This feature is available on 24-character Partner-18D and Partner-34D display phones. It is not available on MLS, MLC, MDW or Tip and Ring phones.

This programming procedure allows a system administrator to program extensions to log answered Caller ID calls so that calls answered at an individual extension can be viewed in the Caller ID Call Log. Once the feature is activated for an extension, when a user activates the Caller ID Call Logging and Dialing (F23) all caller ID calls that are answered by that extension will be logged. A telephone symbol (a vertical handset) appears in the Call Status Display to indicate that the call being viewed has been answered.

The Caller ID Log Answered Call feature is useful when users may have no other way of tracking callers' phone numbers. For example, a sales representative who takes phone orders could find a number in the log for a caller whose credit card information was later determined to be invalid.

How to program Caller ID - Log Answered Calls

Using a display phone at extension 10 or 11:

1. Place the programming overlay on your phone.
2. Press Feature 00.
3. Press System Program.
4. Press System Program.
5. Dial #317.
6. Dial the two-digit extension number of the phone to be programmed with this feature.
7. To choose an option dial:

• 1 = Active
• 2 = Not Active

8. To set Caller ID Log Answered Calls for another Extension, press Next Item or Prev Item until the correct extension number shows on the display and then repeat step 7.

Note: A maximum of one extension can use the Caller ID Log Answered Calls feature.

9. Press Feature 00 to exit programming.