Terminology Guide

Auto Attendant: An automated attendant is a recorded message that initially greets callers and allows them to dial an extension or navigate a menu to reach the desired person or department. Each digit 0-9, the # key, and the * key can be configured with an action. These actions can include items such as a ring group of members of a department, dialing an extension directory, listening to a recorded message, reaching the “Operator” function. (Note) Any new Auto Attendant menu will require a recording. Please create or upload a recording to enable the menu to work correctly

Analog Backup: This feature, if configured on your system, can provide access to 911, 411 and limited outdialing via a traditional analog line in the event of an internet failure.

Analog Outdial: This feature, if configured on your system, can provide access for users to outdial using the ATA without the system being in a “backup” state i.e. internet failure. To utilize this feature dial ** followed by the number required. The call will be made using the analog gateway.

CAC (Call Accounting Code): A CAC provides the ability to account for calls based upon number dialed and call duration. This information is reflected in the Call Detail Records (Reports). Typical application would be when a customer charges back to a client. The codes are enabled and added in the Phone System Configuration / Extensions section of the portal. If enabled the system prompts for the Call Accounting Code. However calls can be made without using a CAC simply by pressing # when prompted.

Call Park: Call Park is a feature that enables users to “Park” callers and then handle another call/action. This feature is enabled via the Location Information link. To park a call and retrieve from a different phone perform an attended (Announced) transfer to 7000. The system will play back a retrieval code (7001 – 7099). The system provides up to 99 park positions. When the caller is “Parked” they will hear Message / Music on hold if enabled on your system. To retrieve the call, dial the retrieval code to reconnect to the call. If the call remains parked for longer than the System Call Park Timeout the call will ring back on the originating extension. (Note) When using the snom 320 / 360 / 370 phones your system can be programmed to operate in “Key System Mode” when parking calls. This feature is not available on the snom 300 phone. When a call is active on your phone press the  key to park the call. The system sets a default value of 4 calls that can be parked on your phone in this manner and will be visible to other snom 320 / 360 / 370 phone users. This value can be changed in the Location Information for your system. Each call occupies a different park/line position that will be visible (solid yellow LED) to other phone users on your system. You can retrieve the parked call from the respective park/line position from any snom 320 / 360 / 370 phone on your system.

Conference Rooms: The system provides the facility to create Conference Rooms that multiple callers can access. Callers are connected together as per a normal conference facility. If configured, users will be prompted for a PIN. To access the room via an external line point a DID to the Conference Room via the Incoming Call Routing option. To access the Conference Room internally use the Internal Direct Dial number.

Destinations: Ring Groups, Queues, Recordings, Applications, Menus, Paging Groups, Voicemail Groups and Conference Rooms are all classed as Destinations. Calls can be directed toward Destinations.

DID’s / Numbers: A DID (Direct Inward Dial) is a telephone number on the Star2Star system.

Failover: Is a feature that allows another call routing action for Ring Groups, Queues, Recordings, Dial External Number (Application) and Menus. E.g. If a caller reaches a Ring Group that rings for 36 seconds use the Failover option to determine how that call is handled after the initial ring time has expired. You can set 9 levels of Failover. Extensions and Mailboxes are endpoints and as such no further Failover option is configurable.

Find-Me / Follow-Me: Users are provided with powerful functionality to re direct calls via an intuitive web screen. Callers will follow the Find-Me / Follow-Me configuration, if set, to locate their party. There are 3 configuration styles available for this functionality:- Find Me (Immediate) Calls are immediately diverted / forwarded to an alternative number. Find Me (Sequential) Calls can follow a sequence of ringing up to 4 alternative numbers in turn with varying timeout values. Find Me (All) Calls can ring up to 4 alternative numbers simultaneously.

Internal Direct Dial: All Destinations are given an Internal Direct Dial (IDD) number by the Star2Star system. You may use this 3 digit number to locally dial a Ring Group, Queue, Recording, Application, Menu, Paging Group, Voicemail Group and Conference Room to test or use within your application.

Key System Mode: With snom 320/360/370 phones your system can be configured to emulate a squared key system by setting “Key System Mode” to on. This feature is enabled via the Location Information link.

Lines: Are the number of concurrent, out of Star2Star network calls, your system is configured with. This is for both outbound and inbound.

Location Information: The Location Information link provides access to detailed information about your system. Use this link to enter/modify Location address information, Billing Contact information, Business Hours/Schedule, After Hours Contacts and Company Directory preferences. (Note) Set “Key System Mode in Location Information.

Menu: Multiple Menus can be created within your system. See Section Auto Attendant. Each digit 0-9, the # key, and the * key can be configured with an action. These actions can include items such as a ring group of members of a department, accessing a queue, dialing an extension directory, listening to a recorded message, reaching the “Operator” function. (Note) Any new Auto Attendant menu will require a recording. Please create or upload a recording to enable the menu to work correctly.

MOH – Music/Message On Hold Pre recorded music or messages can be uploaded onto the system for playback when callers are on hold. Use the On-Hold Options link to access the up load feature. Many popular formats are supported e.g.

• 128bps MP3
• 160bps AC3
• 160bps MP2
• 16bit Level5 FLAC
• 16bit PCM WAV
• 180bps WMA
• Apple Signed 16bit PCM AIFF
• GSM WAV
• OGG

See also MOH-Music/Message On Hold Uploads

Operator: The Operator function, if configured on your system, will determine the action / call treatment for callers who press “0” when listening to a user’s voicemail box or the company directory, reaching the Auto Attendant (if enabled) or holding in a queue (if enabled). This is the setting for the default operator action. Pressing “0” on an extension will route the call to the Operator setting. Specific actions can be set for individual queues or Auto Attendant menus.

PAC (Personal Authorization Code): A PAC provides the ability to ensure all phone users enter a code to dial any non local (> than 7 digits) number. A call cannot be completed without a valid code. This information will be reflected in the Call Detail Records (Reports). This feature is enabled via the Phone System Configuration / Location Information section of the Portal. PAC codes are entered in the same Location Information page.

Paging Group: A Paging Group provides the ability to directly connect to group Members phones via the telephone’s external speaker. The member receives an initial alert prior to connection. This feature is particularly useful for company wide alerts or to specific groups of people. (Note) It is not recommended that you create large paging groups using this method due to system resource constraints. For larger applications Star2Star recommends the use of external paging equipment that can be connected to the Star2Star system via a separate analog SPA 3102 adapter. Please contact the support organization for details.

Phone Numbers: The Phone Numbers link provides access to 2 Tabs: Number Porting & Number Request.

Queue: A Queue provides the ability to ring Members in a sequential operation i.e. one at a time. The Queue logic algorithm used is “Round Robin with memory”. Callers placed in Queue will hear Message or Music on hold if enabled in the Advanced Settings features available under the On-Hold Options link in the Star2Star portal. Music or Message on hold (MOH) can be set as queue specific. There are 9 levels of Failover available when using Queues. These are set in the same manner as Ring Groups. You can record a message that callers hear prior to entering the Queue. You can display the Queue name to Members on incoming calls. This is particularly useful to distinguish between different types of calls using the phone display e.g. Queue 1, Queue Priority etc. For a more feature rich Call Center Application see StarCenter.

Receptionist Mode: On a standard Polycom setting incoming calls will always be delivered to the first line key unless the system has been configured to point a DID / Line to a specific line appearance on the phone. With a user busy on a call, notification of a subsequent call will be via a call waiting tone in the ear and a phone display change. This is not always convenient or practical for a busy administrator. Use the Receptionist Mode option, available on the Polycom IP 601 / 550 / 650 phones, to ensure that incoming calls to the extension will roll down the line keys. This mode is also available for the snom 320 / 360 / 370 phones.

Recording: A Recording is used as a prompt or message that can be played to a caller when entering a Queue or during any stage of Failover in a Ring Group or Queue. A recording can also be used to provide customized access to a Conference Room. The recording can be created by following the prompts and either dialing internally using a StarPhone or by dialing the 800 number and using an access pin. Once recorded the user can play back, save or re record. You may also upload a pre recorded message in many popular formats e.g.

• 128bps MP3
• 160bps AC3
• 160bps MP2
• 16bit Level5 FLAC
• 16bit PCM WAV
• 180bps WMA
• Apple Signed 16bit PCM AIFF
• GSM WAV
• OGG

Ring Group: A Ring Group provides the ability to ring one or more phones simultaneously. Members are added to the Ring Group via the Destinations link or when editing menus using the tool set icon . When adding Members to the Ring Group the system provides the ability to select which line appearance is used on the phone (If your phone has multiple lines). This is particularly useful if a distinctive ring is set on that phone for the line appearance used. Polycom phones provide this feature. If this is set the user will receive a different visual and audible notification based upon which line is calling. The Ring Group can be accessed via an Internal Direct Dial number. This is particularly convenient when testing the configuration. Remember to set the period of time your group will ring before reaching your Failover options. For example a ring time of 36 seconds is approximately 6 rings. The Failover option supports up to 9 levels of failover. Remember that selecting another extension or Voicemail is regarded as an end point and as such no further Failover options can be selected. You can display the Ring Group name to Members on incoming calls.

StarCenter: The innovative and feature rich call center application from Star2Star Communications. This application requires no additional on-site hardware to function. Key features include: Agent login/logout, Advanced Ring Strategies (Round Robin-Skills Based-Best Match-Ring All-Least Recent-Fewest Calls-Random), Multiple (10) Action Keys, Enhanced Queue/Agent Reporting, Flexible Announcements (Position in queue-Wait time-Periodic-Hold Time Announcement to the Agent), Real Time Queue Monitoring, Multi-Q Monitoring, Administrative Monitor/Barge In/Whisper and CallerID Routing. For more details see StarCenter

StarScope: A powerful presence management application with call control from Star2Star Communications. Currently available in two versions: Operator (Used by Operators/Administrators/Managers/Call Center) and Casual (Basic user version). (Note) the Operator version provides additional features e.g. Call Steal, multiple extension line appearances. For more details see StarScope