ESI Glossary

911 alert

The ability for a user who dials 9 1 1 to notify a designated receptionist that a “911” emergency call was made and by whom. (The receptionist sees on the display the alert and the extension that originated the call). If all lines are busy when the user dials 9 1 1, the first CO line is dropped and the call goes out instantly and without interruption.

There is no way to restrict a user from making a “911” call from any ESI system.

ACD (automatic call distribution)

A call distribution system that helps to assure incoming calls to a call center (such as for customer support) get handled in the most efficient and caller-friendly manner. As opposed to the less sophisticated UCD*, ACD sends calls to the logged-on agent in an ACD department who has been idle for the longest time. If all logged-on agents in the department are busy, ACD places the calls in a holding queue and automatically connects the longest-holding call when any logged-in agent becomes available.

•  Uniform call distribution. UCD distributes calls in a fixed order, regardless of how long agents have been idle.

Account codes

Numerical codes of up to 10 digits each that users can enter during calls to help with client billing, call accounting, and other similar tasks that require such data. The ESI phone system stores each code in SMDR records for later access by the System Administrator.

Analog port

An interface which allows communication with a non-ESI telephony device. A truly analog device — e.g., a conventional telephone — sends and receives signals as continuous waves rather than the digital method of off-on pulses. However, even ostensibly digital devices such as fax machines and computer modems still transmit and receive analog signals in communication with the phone network and, as such, do the same in communication with even an all-digital phone system (ESI or otherwise) to which they may be connected. For this reason, such a digital system can support such devices only through the presence of analog ports. In the world of business telephony, digital phones (such as ESI’s) have largely replaced analog phones in recent years due to digital telephony’s ability to provide better, more reliable communications.

Having analog ports allows an ESI phone system to support not only its own Feature Phones but also non-ESI devices such as fax machines and PC modems. This is also a sensible way to have ultra-low-cost, “bare-bones” analog phones in places such as lobbies, warehouses or other area where it might not be necessary to provide the advanced functionality of an ESI Feature Phone.

Automated attendant

System function that answers calls automatically with a recorded message and handles them according to system programming: e.g., to a voice mailbox or an ACD department.

ESI’s automated attendant isn’t limited to just basic routing activity; it has many branches, giving you the ability to tailor call-handling your unique way. Also, you can use it as much or as little as you wish. Some businesses use it for only “overflow” situations, lunch hours or other similar times when they can’t provide a live answer for one reason or another.

Automatic fax switching

Automatically detects an incoming fax call and sends it to a system port where, according to system programming, there is a fax machine. This eliminates the need for a costly, separate line dedicated to the fax machine.

AutoPage

Allows a caller to page an ESI phone user by pressing 3 to play a pre-recorded paging announcement over either the ESI phones’ built-in speakers or an external paging system. A sample AutoPage announcement might be: “John Doe, you have a call on Park 14.”

To set AutoPage, the ESI phone user sets his/her phone to answer with the third of the three possible personal greetings the system allows him/her to present to callers when he/she doesn’t answer within a preprogrammed number of rings. In the greeting, the user typically advises a caller to press 1 to leave a voice message, 3 to “page me now” (or something to that effect) or 0 to reach an operator.

Auto-record

An optional feature that automatically records each outside-line phone call (incoming or outgoing) without the user’s having to remember to press a key on the phone. At the end of each call, a dialog box on the user’s PC screen lets him/her choose whether to save or delete the recording.

Requires appropriate license and installation of either VIP Professional or ESI PC Attendant Console.
(Note: Local statutes apply, so check before using this feature.)

Call-processing ports

Also called call-processing channels; the phone system’s internal access points for telephony transactions. Their quantity describes the system’s capacity for handling phone (and intercom) calls. Each call uses one call-processing port per “party” in the call.

The voice mail built into ESI phone systems has its own ports and, thus, doesn’t take up call-processing ports. Systems without this advantage often experience capacity problems at times such as the start of a work day or right after lunch, when many users check their voice messages.

Caller ID key

A feature key programmed to display the Caller ID•  information for the 25 most recent callers to the user’s ESI phone extension. It captures information for all calls to the phone, even those callers who didn’t leave a message. The calls are sorted into four categories for easier viewing, and the user can scroll through any category independently:

•  VM — Calls in which the caller left a voice mail.
•  MISS — Calls in which the caller disconnected before or during the mailbox greeting.
•  ANS — Calls that were answered.
•  RE — Calls that were re-routed.

Each stored Caller ID record is further sorted into new or numbers, and the phone displays a total for each. Calls marked new haven’t been seen (using this key) by the user, while old calls are those through which the user has scrolled at least once.

The Caller ID key integrates familiar ESI functions. For example, the user can press REDIAL to quickly return a call when its Caller ID information appears. A Caller ID record also can be stored in Esi-Dex with the press of a single key when it appears on the display. The Caller ID key replaced the former Missed Call key.

•  Requires Caller ID service from telephone service provider.

Cascade paging mailbox

A voice mailbox programmed to call up to three phone numbers with an advisory when it receives a message. The mailbox keeps calling the numbers until someone accesses the mailbox to hear the message.

The use of this feature makes it easier to provide customers with 24/7 service even when no individual employee is in the office: just place up to three employees on-call to receive the cascade paging mailbox’s advisories.

CO line

A telephone line between a phone company central office (CO) and one of the company’s subscribers. There are many different types of CO lines, each serving a distinct purpose.

The term central office dates back to the early days of telephony, when it was common to make calls by picking up a handset, turning a crank and asking the operator “at Central” to connect to someone.

Enhanced Caller ID

Caller ID passes to a called phone user a short “string” of data which may indicate the caller’s number and name. As for the “enhanced” part, ESI phone systems also:

ESI has been granted a patent for how its systems intelligently use Caller ID.

Esi-Dex™ built-in directory

Esi-Dex simplifies speed-dialing. No special codes are necessary. Just press the ESI phone’s special ESI-DEX key; on the display, select a list (“Dex”) of stored numbers; scroll through the list until you see the number you want; and then press ESI-DEX again to speed-dial the number. Esi-Dex allows users to speed-dial from any of three separate phone number “Dexes” — Personal, System or Station.

One special aspect of Esi-Dex that makes it even easier to use is the ability to press just a key to add entries to your Personal Dex from stored voice messages, thanks to ESI’s enhanced Caller ID•  feature.

•  Requires Caller ID service from telephone service provider.

Esi-Link™ IP multi-site support

The ability to connect multiple ESI systems via VoIP (voice over Internet Protocol), enabling them to work as if they were “one big system,” no matter where each may be. With Esi-Link, you can have virtually all the same features when communicating with an extension down the street, across town or even across the country as you do when communicating with an extension across the hall.

(See also the Esi-Link section and “Why VoIP?” for additional information.)

Esi-Mail™

A former option on certain ESI phone systems that provided unified messaging. It has now been replaced by the far more capable VIP (see the VIP section for more information).

ESI PC Attendant Console™

An option on certain ESI phone systems that provides powerful call-handling for busy phone system attendants right on the PC screen. Also includes all VIP Professional.

For more complete information on ESI PC Attendant Console, click here.

ESI Presence Management

(Formerly named “IVX Presence Management.”) A suite of technologies and features that integrates ESI phone systems and radio frequency identification (RFID) to enhance an organization’s communications mobility, management of access control, and personal presence indication. When used with the optional Windows-based ESI TimeLine application, ESI Presence Management can be used for documenting employees’ time records, to eliminate the tedium of manual timesheet preparation and payroll system entry.

For more on this subject, see the ESI Presence Management section.

ESI TimeLine

(Formerly named “Time and Attendance management Option.”) Available with ESI Presence Management-equipped ESI phone systems, this documents employees s time records based on their scans into and out of the building. It automatically creates timesheets which can be exported to a payroll system, eliminating manual timesheet preparation and payroll entry.

For more on this subject, see the ESI Presence Management section.

External paging interface

The ability to connect with a paging system within a building or location; allows an ESI phone user to make an announcement over the paging system.

Each ESI system is also capable of performing internal paging through its phones’ own speakers.

Group mailbox

A voice mailbox which automatically copies received messages into the individual mailboxes of those “members” assigned to it. Applications are numerous; one of the more common is when a sales manager has a group mailbox set up for all his/her salespeople.

For those times when you want to create a group on the fly, rather than having to set up an entire group mailbox for just one message, the ESI-exclusive QuickGroups feature is ideal.

Guest/information mailbox

A mailbox designated as a guest mailbox will support voice mail activity of the usual, two-way variety; this will be common for most such mailboxes. On the other hand, if it is set to be an information mailbox, it doesn’t record incoming calls but, rather, just plays a message — e.g., a list of starting times at a theatre or directions to the business location.

Integrated Answering Machine™

A voice storage option on certain ESI phone systems best suited to those businesses which either don’t want or don’t need fully featured voice mail. This option provides many features similar to those of a standalone answering machine, yet adds some extras and, most importantly, the key advantage of full integration with the ESI phone system.

Intelligent Call Forwarding™

This lets users of compatible ESI systems using PRI lines view the original Caller ID (CID) data of a call forwarded to an outside phone. As a result, such a call can be forwarded directly to cellular phones, branch offices, answering services, etc., with the caller’s CID data. The display on the forwarded-to phone then shows the CID data for the actual caller — rather than for the company from which the call was forwarded.

This unique capability lets an ESI user, even when traveling, screen forwarded calls so he/she can choose which to answer immediately and which can go to voice mail for handling at a more convenient time. Even internal “intercom” calls will show the extension number as the Caller ID so, for example, a user will know when a call is really from a colleague, supervisor, or important customer.

Internal paging

Making announcements over ESI phone’s built-in speakers, such as to advise users that calls are holding for them.

ESI phone systems also interface with the external paging systems common to many business locations, such as automobile dealerships or factories.

IP phone support

The ability to perform voice telephony using VoIP (voice over Internet protocol) communication.

For more on this subject, see “VoIP FAQs”

Live call recording

The ability to record phone calls into the phone system’s built-in voice mail system for later playback. Recorded calls can be easily moved among mailboxes, just as if they were ordinary voice messages.

Typically, recording a call is fully legal so long as at least one of the parties in the conversation is aware that recording is going on. (Note: Local statutes apply, so check before using this feature.) See also Auto-record.

Live call screening

The broadcast, through an ESI phone’s built-in speaker, of a caller who is leaving a message for the ESI phone user. This allows the user to decide whether to pick up the phone (or use the speakerphone) to talk to the person “live” or just let the caller leave a voice message for later handling.

This is very similar to the way most home answering machines work.

Message Recycle Bin

A voice mail feature that allows a user to “un-delete” a deleted message.
ESI phone systems allow each user to “un-delete” his/her 10 most recently deleted messages.

Missed Call Key

(Replaced by the Caller ID key.)

Modem

Modulator-demodulator. In a communication between modems, one converts binary data into audible signals and sends it over the phone network — then, on the other end, the other modem converts the audio back to binary data.

ESI phone systems include built-in modems, so your Reseller can remotely — and easily — perform maintenance and upload new system software when upgrades are available.

Music/message-on-hold recording

The storage on the phone system of recorded tracks which callers hear while they’re on-hold.

ESI phone systems hold several such tracks. Three professionally recorded ones are included with each system, and some systems allow recording up to five of your own. Additionally, one may choose to use a “live” feed from an external audio source by just plugging in a cable.

Off-premises message delivery

The ability of the built-in voice mail on ESI phone systems to forward voice messages automatically to designated phone numbers (including pager numbers).

Off-premises “reach-me”

The ability to transfer calls, “trunk-to-trunk,” to designated phone numbers.

On-hold dialing

The caller’s ability to dial out to another system extension while on-hold and hearing a voice message greeting.

Personal greeting key

A feature key on an ESI phone which has been programmed to select one of the three personal greetings that each user may choose to have the system play to someone whose call is forwarded to voice mail.

Programming a key to select Personal Greeting 3 makes it even easier to use ESI’s AutoPage feature.

Port card slot

A slot on an ESI phone system that accepts a port card to configure (and/or increase) system capacity — more CO lines, more analog ports and/or more ESI Feature Phones.

ESI phone systems expand physically through the use of these slots; but the systems also are easy to upgrade because of ESI’s specially written software and use of digital signal processors.

PRI (Primary Rate Interface)

lso called ISDN/PRI (Integrated Services Digital Network/PRI); a type of broadband digital phone line. Each ISDN/PRI line provides 23 usable communications channels — thus, essentially, one ISDN/PRI line is equal to 23 conventional phone lines.

In some areas, broadband service may be available via only ISDN/PRI, while other areas may offer only T1 lines. (Each T1 line has 24 channels.) Most broadband-capable ESI phone systems can use either one.

Privacy release

When this feature is enabled, any system user may conference with an in-progress call by pressing a CO line key for the line on which the call is in progress.

Programming via PC

The ability of the installing ESI Reseller and, to a lesser extent, the phone system owner’s in-house System Administrator, to program the system using ESI-provided software running on a regular personal computer.

The person doing this can either have a PC connected physically to the phone system or be using a PC modem to communicate remotely with the phone system’s own built-in modem; this makes it much more convenient to make system changes, especially minor ones that really aren’t worth the trouble and expense of the installer having to “roll a truck.”

Q & A mailbox

A voice mailbox that can be used to conduct automated surveys of callers; each plays up to 10 questions and stores the callers’ answers for later retrieval. Each system with this feature has 10 Q & A mailboxes.

For questionnaires longer than 10 questions, the installer or the System Administrator can set the system’s automated attendant to forward the caller to another 10-question Q & A mailbox after he/she answers the 10th question of one such mailbox.

Quick Groups™

A feature which allows a user to quickly send a message to any combination of users (for each of whom a station key has been programmed) without having to create specific group mailboxes. No programming is required to initiate Quick Groups.

Quick Move™

The one-keystroke copying of a received message to another user’s voice mailbox.
To use Quick Move, the first user must have a feature key programmed for the other user’s extension (or unique mailbox).

Quick Page™

A key that, when properly programmed, lets you quickly park and page another user on the ESI phone system.

This key is normally used by an operator. After programming a key as a QuickPage key, you can — while on an outside phone call — press the key, then enter a station number (or press a programmable feature key programmed for an extension) and the system will automatically page the person, then forward the call to the person“s voice mailbox if he/she doesn”t answer. The system will access the paging zone for the extension and play the user’s name (if no name is recorded, it will page by extension number) followed by the phrase “You have a call on park” and the line on which the caller is parked — e.g., “John Doe, you have a call on park 21.”

Remote IP Feature Phone

A special phone that connects with a VoIP-capable ESI phone system remotely via a broadband connection. It provides virtually all the same features as does a regular ESI phone in the system.

For more information, see the Remote IP Feature Phone section, as well as Why VoIP?

Remote recording of main greeting

The ability of an installer or System Administrator to call into the ESI phone system from outside and change the greeting that the system’s built-in automated attendant plays to callers.

This is a particularly helpful feature after hours, on the weekend, on holidays or during inclement weather.

Serial port

In this case, a connection to the system that allows the transmission and reception of data in a “serial” fashion — i.e., one bit at a time. The most commonly seen standard for such ports is “RS-232C.”

Each ESI phone system has one dedicated RS-232C serial port, “SMDR/Maintenance,” that combines to provide SMDR data and allow your Installer to perform remote programming of the system.

Service observing

An authorized user’s silent monitoring of other specified phone system users’ calls.

When calling customer support centers, one often hears phrases like “This call may be monitored, so that we may serve you better now and in the future.” Service observing is the feature in use during such monitoring.

SMDR (Station Message Detail Recording)

The method by which many phone systems, including ESI’s, provide call accounting information to connected printers.

Station

A telephone or other supported device working on the phone system.

T1

A type of broadband digital phone line. Each T1 line provides 24 communications channels — thus, essentially, one T1 line is equal to 24 conventional phone lines.

In some areas, broadband service may be available via only T1, while other areas may offer only ISDN/PRI lines. (Each PRI line has 23 channels.) Most broadband-capable ESI phone systems can use either one.

TAPI (Telephony Application Programming Interface)

(Rhymes with happy.) A collective term for certain programs within Microsoft Windows which allow PC software and telephony devices can interact, as well as the capability of phone systems to work with these programs when the systems are connected to PCs.

Unified messaging

See VIP.

Verbal Help Guide™

A feature of ESI phone systems that, with just a few keystrokes, literally talks the user through any feature with which he/she may need assistance; it also provides tutorials on the operation of the phone system.

The Verbal Help Guide makes it mostly unnecessary to rely on printed documentation. However, ESI also provides its User’s Guide materials in an on-line form at www.esiusers.com.

VIP™

Virtually Integrated Phone. An option on certain ESI phone systems that, working with Microsoft Outlook on a user’s PC, provides on-screen call management, voice mail management (sometimes called “unified messaging”), and phone programming control.

For more complete information on VIP, click here.

Virtual Answer Key

A key programmed to do the following when pressed by a user who’s on the phone:

•  Play a particular greeting to the caller; and
•  Route the caller to a desired destination, such as another person’s extension (for live help) or voice mailbox.

Often, a user relies on the system’s enhanced Caller ID•  to decide whether to use this key when a call comes in while he/she is unable to get away from a first call.

•  Requires Caller ID service from telephone service provider.

Virtual Mailbox Key

A feature key programmed to allow visual monitoring of, and connection to, a voice mailbox other than the mailbox normally associated with the phone.

This is commonly used by administrative professionals to help their supervisors handle voice messages, particularly if the supervisors are away from the office. However, it also is useful when someone is working in an area removed from his/her actual phone. This way, he/she doesn’t have to keep calling into the built-in voice mail system to check whether he/she has messages but, rather, needs only to glance at the Virtual Mailbox Key; if it’s not blinking, no messages are waiting.

Visual hold

The indication, through the combination of a key lamp (on applicable phone models) and the ESI phone display, of which line where there is a call on hold.

Voice mail

The recording and storage of voice messages for later retrieval, and perhaps redirection, by phone system users. Each user typically has at least one “mailbox” assigned to him/her, regardless of whether he/she has an actual physical phone. Multiple employees can share the same phone, yet have individual message-waiting indicators.

ESI phone systems’ built-in voice mail is ready to go, right out of the box. Also, ESI’s voice mail has its own “channels,” so you can leave or retrieve messages without diluting the phone system’s call processing capacity. Equally notable is the high sound quality of ESI’s voice mail (see also “Smarter is better”). Finally, ESI voice mail has special features — such as Quick Move and Quick Groups — that no other manufacturer can match. ESI has been granted a patent for its technology integrating voice mail within the phone system.

Voice mail display

The listing on an ESI phone’s display of how many voice mail messages, new and old, are waiting for a user.

“Old” messages are those to which the user has already listened at least once.

Voice message storage

The capacity of voice messages, measured in time (e.g., anywhere from 30 minutes to 420 hours), that an ESI phone system (except for the non-voice-mail version of IVX C-Class) can store.

VOICE MAIL key

A key on most ESI Feature Phones which provides instant access to a user’s voice mailbox on the ESI system’s built-in voice mail — or, on those systems equipped with an Integrated Answering Machine, the mailbox.

Use of this dedicated key saves users from having to memorize any multi-key code to use ESI’s built-in voice mail.