ESI ePhone3 V2 User Guide (Persona Connect)

Overview

When the phone is idle, the Home Screen shows the date/time and any new voice mail message counts. The four keys along the bottom row of the display are soft keys. The left and right sides of the screen display programmable feature/DSS keys. There are 10 programmable side keys total (5 on each side of the display).

Getting Started

Placing an External Call

1. Lift the handset or press the Speaker key or Headset key.
2. Enter the phone number and press # or the Dial soft key to dial immediately (or wait for the phone to send the number automatically).
3. To end the call, press End or replace the handset (or press Speaker / Headset).

Answering a Call

1. Lift the handset, or press the Speaker key or Headset key.
2. Pressing the Answer soft key connects the call through the speaker.
3. If auto-answer is enabled, inbound calls automatically connect through the speaker.

Adjust Phone Preferences

Press the Menu soft key, scroll to and select Basic. From there, you can configure screen settings, ring settings, voice volume, and more.

Call Management

Hold

While on an active call, press the Hold key or Hold soft key. To return to the held call, press the Hold key, the line DSS key, or the Resume soft key.

Connecting to a Second Inbound Call

If you receive a second call while on an active call, the display splits and you will hear a beep.

1. Press the line 2 DSS key or press the Answer soft key.

To return to the previous call:

1. Select the line 1 DSS key or select the Resume soft key.

Call Transfer

1. While on an active call, press the Transfer key or XFER soft key.
2. Dial the number to transfer to (or press a programmable feature/DSS key assigned to the destination).
3. For a blind transfer, press #, Dial, Transfer key or XFER soft key, then hang up (or press End soft key).
4. For a supervised transfer, wait for the destination to answer. After confirming the person will accept the call, press Transfer key or XFER soft key, select the number to transfer from the list, press OK, then hang up.

Key System Features

Three-Way Conference

1. Call the first participant. When connected, press the Conference key or Conf soft key (the first caller is placed on hold).
2. Call the second participant. When they answer, press Conference key or Conf soft key to join all three participants (including you).
3. To end the conference call, hang up or press End soft key.

Call Forwarding

1. Press Menu > 2 Features > 1 Call Forward.
2. Select the line and the forward type, toggle to Enabled (using navigation keys), enter the destination number, then Save.
3. To disable call forwarding, return to Menu > Features > Call Forward, select Disabled, then save.

Note: Unconditional forward is synonymous to Call Forward Always.

Call Park

Call Park places a call in a holding state but can be picked up by any phone on the system.

1. Press the Park DSS key to park the call.
2. To retrieve the parked call, press the Park key or dial the park slot (example: 701, 702, 703).

Mute & Do Not Disturb (DND)

• Mute: While on a call, press the Mute key to disable outbound audio through the microphone. Press Mute again to disable muting. (Mute automatically disables when you hang up.)
• DND: When idle, press DND soft key, or go to Menu > Features > 4 DND. Select the mode/type and press OK. Incoming calls go directly to voicemail. Repeat to disable.

Voicemail

1. Press the Voice mail key, or go to Menu > Applications > 1 Voice Messages.
2. Select the line and press Play soft key (or pick up the handset).
3. At the prompt, enter your password, then press #.

Select the desired voicemail message and follow prompts to repeat, forward, delete, reply, hear next, or save.

Voice Mailbox Options

Change greetings, record your name, and change your voicemail password.

1. Dial *17 to access your voice mailbox.
2. Enter your password and press #.
3. From the main menu, dial the option below.

Call Queue

A DSS key can be created for Call Queues. While on an active call, press Transfer key or XFER soft key, then press the Call Queue DSS key to place the call in queue. To retrieve calls from the queue, log in to the queue using the Agent Login/Logout key.

Agent Login/Logout

1. To log in, press the pre-programmed DSS key.
2. To log out, press the pre-programmed DSS key again.

Personalizing Your ePhone3 V2

Programming a Speed Dial Key

1. Press Menu soft key. Scroll to and select Basic, then 6 Keyboard.
2. Select 1 DSS Key Settings and scroll to the side DSS key to program.
3. Scroll down to Type and select Memory Key (internal) or DTMF (external).
4. Enter the name and number, then press Save soft key or OK.

Programming Feature/DSS Keys from the Portal

Log in to the Persona Connect portal and use SNAPbuilder to configure feature/DSS keys for your phone. You can manage SNAPbuilder under Phones.

Call History, Recording, and Contacts

Call History

This presents a list of the last 1000 dialed, answered, and missed calls to/from your extension.

1. Press CallLog soft key.
2. Scroll to the desired call and press OK.
3. Press Dial soft key to call back, or Option to add/delete the number.

Note: The Missed Calls icon appears on the Home screen with the number of missed calls.

Recording

All users have access to recording. Recordings are located with your system administrator.

1. While on an active call, press the Record DSS key.
2. To end the recording, press the Record DSS key again or hang up.

Alternative feature codes (during a call):

• *98 = Start recording
• *99 = Stop recording

Redial

1. Press the Redial key to dial the last incoming call.

Phonebook

1. Press the Contacts fixed key, Contact soft key, or go to Menu > Phonebook > Local Contacts.

Note: The Contacts key defaults to Cloud Contacts (contacts configured in SNAPbuilder for your organization).

Status Indicator

Programmable feature/DSS keys flash to indicate a new incoming call or new voicemail message. The DSS key stays lit (red) during an active call and flashes (yellow) when a call is on hold.

Troubleshooting

• I can’t transfer / park / record: Those features may require a DSS key assignment. Contact your System Administrator.
• Calls are going straight to voicemail: Check whether DND is enabled and disable it if needed.
• Voicemail won’t play: Verify you selected the correct line and entered the correct voicemail password.

FAQ

Need More Help?

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