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,
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.
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.
Changing an extension name (first name)
o Feature ** 266344 o Pswd 266344
o Terminals and Sets Show o Show set Input extension # o Press Show
o Press Next 2 prompts to name.
o Change enter name using your keypad. # for next character. o Press next
o Rls. Or hang up to exit programming
Changing Time and Date
o Feature ** 266344 o Pswd 266344
o Press next 5 prompts to Time and date.
o 12 Show, follow prompts to change time and date.
Set relocation
o Feature ** 266344 o Pswd 266344
o Press next 6 prompts to system programming o Press show
o Press next 2 prompts to feature settings o Press show
o 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 ** 266344 o Password: 266344
o Press next 3 times to System speed dial and press show/ open o Enter speed dial number
o Press Change and enter number as follows, 916505551212 + ok o Press Next and select “use routing table” for line
o Press Next and select Y for display digits
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 LOG: 10020000 + ok o AA o Grtg o Grtg + 1 + ok.
o Play to verify content
o 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.
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: Press OK or # key.
Accept the Recording: 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.
* Only applies while message is playing
VOICEMAIL FEATURE CODES
FEATURE 981 OPEN MAILBOX FEATURE 980 LEAVE MESSAGE
Feature Code List.
**CONFIG NORSTAR CONFIGURATION PROGRAMMING (INSTALLER)
**SCPLUS NORSTAR SYSTEM COORDINATOR PLUSPROGRAMMING(CICS AND ICS 2.0+)
**ADMIN NORSTAR 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 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 programming
o Feature * 1 Program external auto-dial to a button o Feature * 2 Program an extension speed dial o 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 programmed
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.
