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System administration quick reference guideNorstar MICS, CICS, & Call Pilot Systems.

For technical assistance, or to request a service call, please contact [email protected] 650 444-5556

Norstar system administration guide 4-digit extensionsVersion 7.2 Dec 07

This administrator guide is intended to assist system administratorswith day to day programming such as adds, moves, and changes. It isnot intended for advanced programming issues, troubleshooting, ornew 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, andshould 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.



Voicemail and System Programming

To access voicemail programming

o Feature 983o Log: 10020000 + Ok

To access PBX programming

o Feature ** 266344o Password: 266344

Template for PBX programming

Tip

Locked Sys Admin Password

If the 10020000 password isincorrectly attempted 3 times it willlock out additional attempts.

Te reset this password:

Feature 985Press 9Enter 73738767793 + ok

Tip

Adding or changing a user typicallyrequires programming in both thePBX as well at the voicemailsystem

Internal caller ID or first namespelling is entered in PBXprogramming.

Voicemail names are entered inFeature 983 programming. This iswhere the directory matches ausers name to extension numberfor inbound callers. Enter names asfollows.

Johnson, Robert



Adding deleting and changing mailboxes / Resetting mailbox passwords

o Feature 983o Log: 10020000 + Oko 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 OKo Ext: (same as Mbx #)

o You can create guest mailboxes without a telephone by selecting *o Service Class: Input 13o Name: Last name, First (# for next character, ## for comma)o Directory: Yo Msg Waiting: Yo 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”



Changing an extension name (first name)

o Feature ** 266344o Pswd 266344o Terminals and Sets Showo Show set Input extension #o Press Showo Press Next 2 prompts to name.o Change enter name using your keypad. # for next character.o Press nexto Rls. Or hang up to exit programming

Changing Time and Date

o Feature ** 266344o Pswd 266344o Press next 5 prompts to Time and date.o 12 Show, follow prompts to change time and date.

Set relocation

o Feature ** 266344o Pswd 266344o Press next 6 prompts to system programmingo Press showo Press next 2 prompts to feature settingso Press showo Press next until you see set relocation (18 Prompts)o Change according to your preference. (Y for on, N for off)

Programming system speed dial

o Feature ** 266344o Password: 266344o Press next 3 times to System speed dial and press show/ openo Enter speed dial numbero Press Change and enter number as follows, 916505551212 + oko Press Next and select “use routing table” for lineo Press Next and select Y for display digitso Press Next and enter the name associated with the speed dial #o Press Release



Changing Main Greetings

Tips

o We recommend a simple greeting that gives callers quick options for transfer. Greeting 1is 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 LOG: 10020000 + oko AAo Grtgo Grtg + 1 + ok.o Play to verify contento 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.



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 981Password: Enter default password 0000, followed by OKor # Key.

Must Change Password: Enter New password _ _ _ _followed By ok or the # keyAgain: Re-enter password then press #Speak into handset for best quality recording.At the Tone: Record your first and last name with yourextension #

To End the Recording: Press OK or # key.Accept the Recording: Press OK or # key.

Record your personal mailbox greeting:Press Admin or 8Press Greet or 2Press Rec or 1Press Prime or 1Press Yes or 1 to record your greetingTo End the recording: Press OK or the # keyTo Accept your recording: Press OK or # key

Press Rls to end session.

* Only applies while message is playing

VOICEMAIL FEATURE CODES

FEATURE 981 OPEN MAILBOXFEATURE 980 LEAVE MESSAGEFEATURE 986 TRANSFER TO VOICEMAILFEATURE 984 CALL FWD TO VOICEMAILFEATURE 987 INTERRUPT FROM VOICEMAIL



Feature Code List.

**CONFIG NORSTAR CONFIGURATION PROGRAMMING (INSTALLER)

**SCPLUSNORSTAR SYSTEM COORDINATOR PLUSPROGRAMMING(CICS AND ICS 2.0+)

**ADMINNORSTAR ADMINISTRATIVE PROGRAMMING (SYSCoordinator)

**BASIC NORSTAR BASIC PROGRAMMING (CICS & ICS S.0+)

**SET NORSTAR SET PROFILE

**LINE NORSTAR LINE PROFILE

**USER NORSTAR USER PREFERENCES (CICS & ISC 2.0+)

**TIME NORSTAR TIME AND DATE (CICS & ICS 2.0+)

*0 BUTTON INQUIRY

*1 FEATURE KEY EXTERNAL AUTODIAL

*2 FEATURE KEY INTERNAL AUTODIAL

*3 FEATURE KEY PROGRAMMING

*4 PERSONNEL SPEED DIAL

*501 SELECT ENGLISH

*502 SELECT FRENCH

*503 SELECT SPANISH

*6 RING TYPE

*7 DISPLAY CONTRAST ADJUST

*80 RING VOLUME ADJUST

*81 MOVE LINE KEYS

*82 DIAL MODES

*831 AA ON/OFF (CICS)

*832 CCR ON/OFF (CICS)

*833 AA/CCR RECORDING MAINTENANCE (CICS)

*84 AUTO LOG OPTIONS

*85 CALL LOG PASSWORD

*89 PROGRAMMED RELEASE

*9 RUN/STOP

0 SYSTEM SPEED DIAL

1 SEND MESSAGE

2 RING AGAIN

3 CONFERENCE/TRANSFER

4 CALL FORWARD

5 LAST NUMBER REDIAL

60 PAGE GENERAL

61X PAGE INTERNAL ZONE (1-6)

62 PAGE EXTERNAL

63X PAGE INTERNAL ZONE (1-6) PLUS EXTERNAL

64 LINE POOLS

65 MESSAGE REPLY

66 VOICE CALL

67 SAVED NUMBER

68 RESTRICTION /COS OVERRIDE

69 PRIORITY CALL

79 CALL TRANSFER (BLIND)

71 LINK (HOOK FLASH)

72 TIMED RELEASE

74 CALL PARK

75 GROUP CALL PICKUP

76 DIRECTED CALL PICKUP

77 CALL DURATION TIMER

78 PAUSE

79 EXCLUSIVE HOLD

800 TRUNK ANSWER

801 CALL QUEUING

802 GROUP LISTENING

803 SHOW TIME

804 WAIT FOR DIAL TONE

805 TEST SETS (2.0)

806 HIDE DISPLAY

808 LONG TONES

810 MAKE BUSY

811 CALL INFORMATION

812 ENTER CALL LOG

813 LOG IT

815 AUTO BUMPING

817 IRAD TRANSFER (CICS ONLY)

819 OUTGOING NAME AND NUMBER BLOCKING (4.1)

82 CAMP ON

83 PRIVACY CONTROL

84 LINE REDIRECTION

85 DO NOT DISTURB

86 BACKGROUND MUSIC

87 "SERVICE MODES (DR-3,4,5)

870 SHOW SERVICE MODES (CICS)

871 EXTENDED RINGING

872 ALTERNATIVE RESTRICTIONS

873 ALTERNATIVE ROUTING

88 VOICE CALL DENY

9** RAD PROGRAMMING (RAD 2, FASTRAD)

9*0 RAD TRANSFER (ALL BUT CICS IRAD'S)

9*1 CHECK FEATURE CODES FOR VOICEMAIL

9*2 SMDR ADMIN

9*3 LOGGER TIME STAMP

9*4 NORSTAR DOOR PHONE PROGRAMMING

9*5 FLASH LOW RANGE CHECK FEATURE CODES

9*7 ACD ADMIN MAINTENANCE SESSION

9*9 VOICE MAIL INTERFACE (VMI) CODES

900 SMDR; enter acct. # to be logged w/ a call

901 ACD LOGIN

901 VMI ADMIN

902 ACD UNAVAILABLE

903 VM HIGH/LOW RANGE SELECTION-DISABLED AFTER USE

903 ACD CANCEL WRAP

904 ACD HELP

904 FLASH ACD LOW RANGE LOGIN/OUT

905 ACD CATEGORIZE

905 FLASH LOW RANGE DN IDENTIFIER

906 ACD RECORD CALL

906 FLASH LOW RANGE VM TRANSFER

907 FLASH LOW RANGE VM INTERRUPT

908 STAR TEXT (OBSOLETE)



908 FLASH ACD LOW RANGE BUSY MODE

909 ACD ANN. MAINTENANCE

909 FLASH ACD LOW RANGE QUEUE STATUS

910 FLASH LOW RANGE LEAVE MESSAGE

911 FLASH LOW RANGE OPEN MAILBOX

912 FLASH LOW RANGE OPERATOR CONTROL

913 ACD CALLS QUEUED

913 FLASH LOW RANGE SYSTEM ADMIN LOGIN

915 NORSTAR VOICEMAIL 2ND LEVEL ACCESSS

920 ACD ADMIN SESSION

921 ACD ROUTING SESSION DAY/NIGHT

922 ACD ADMIN STATISTICS SESSION

923 ACD GROUP STATISTICS SESSION

960 DIAL BY NAME (CINTECH NSVM OPTION)

961 DIAL BY NAME ADMIN

980 VM SEND MSG TO ANOTHER MAILBOX

981 VM LOG INT MAILBOX

982 VM OPERATOR STATUS (PSWD=OPERATOR(67372867))

983 VM ADMIN PROGRAMMING

983 VM SOFTWARE LEVEL (LOGIN THEN OPTION 9)

984 VM TIME AND DATE

984 AUTO FORWARD TO VOICEMAIL (NSVM4.0)

984 FLASH ACD LOGIN/OUT

985 VOICEMAIL DN INQUIRY

986 VOICEMAIL TRANSFER

987 VOICEMAIL INTERRUPT

988 VOICE ACTIVATED NAME DIALING (NSVM 4.0)

988 FLASH ACD BUSY MODE

989 RECORD CALL (NSVM 4.0)

989 FLASH ACD QUEUE STATUS

Manually programming telephone buttons

o Feature * 0 Determine button programmingo Feature * 1 Program external auto-dial to a buttono Feature * 2 Program an extension speed dialo Feature * 3 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 programmedbuttons.



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 reducethe 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 adefault password or a mailbox password that is easily guessed, such as 1234. Once they have access to a mailbox, the greeting ischanged. 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 numberto 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 thecarrier'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 overlookyour 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 andinternational 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 yourcarrier 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. Monitoryour 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 toanalyze 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.

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