Instruction/ maintenance manual of the product NN10300-025 Nortel Networks
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Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) Release: CICM 10.1 MR2 Document Revision: 04.01 www.nortel.com NN10300-025 ..
Carrier VoIP Release: CICM 10.1 MR2 Publication: NN10300-025 Document status: Standard Document release date: 24 April 2009 Copyright © 2009 Nortel Networks All Rights Reserved.
3 . Contents New in this release 7 Features 7 Terminal features customization, POR 330579 7 Other changes 7 Overview 9 IP Phone terminal description 10 Terminal display 12 Softkey functionality 13 ACD.
4 Logging off 25 Logging off from the network 25 Logging off the ACD queue 25 Using a handset 27 Agent features 29 Using the Activity feature 29 Answering an ACD call 30 Ending an ACD call 30 Using th.
5 Using the mute feature 50 Using call forward 53 Navigating the menu system 55 Navigating the main menu 55 Navigating the Audio menu 56 Navigating the Feature menu 56 Navigating the Time menu 57 Navi.
6 Making a call using the directory 89 Using the Inbox 91 Accessing the Inbox 92 Viewing Inbox call information 92 Storing a number from the Inbox 93 Using the Inbox to make a call 93 Resetting the In.
7 . Ne w in this release The following sections detail what is new in Nortel IP Phone 1150E User Guide (CICM) , (NN10300-025) for this release. • “Features” (page 7) • “Other changes” (pag.
8 New in this release Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
9 . Overview The IP Phone 1150E brings voice and data to the desktop by connecting directly to a Local Area Network (LAN) through an Ethernet connection. When you are logged on to the network, the keypad of the IP Phone operates in the same way as a standard M5216 Meridian Business Set (MBS) telephone.
10 Overview Figure 1 IP Phone 1150E components IP Phone terminal description The IP Phone 1150E offers these features: • light-emitting diode (LED) indicator lamps Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
IP Phone terminal description 11 — supervisor talk/listen lamp — message waiting lamp — data waiting lamp — mute lamp — headset lamp — link lamp — Automatic Call Distribution (ACD) featu.
12 Overview — USB mouse and keyboard • automatic network configuration • upgradeable firmware • wideband audio support T erminal displa y The display on the IP Phone terminal has blue LED backlighting, which you can turn on and off. The backlight turns off automatically after a period of inactivity.
Softkey functionality 13 Figure 2 IP Phone 1150E display Softkey functionality Softkey functionality allows access to a small subset of Centrex features on Nortel IP Phone 1150E softkeys, located below the main display and to the right of the Menu softkey.
14 Overview AC D k e y s The IP Phone terminal has the following Automatic Call Distribution (ACD) feature keys. These keys provide agent-specific features. • Emergency • Supervisor • Make Busy • Not Ready • Feature • Activity The In-Calls key is the default line key.
USB keyboard 15 Indicator LED color Meaning ACD feature and in-calls Red (located on the front cover next to each ACD key) Lit when the associated feature is active. Message waiting Red (located on the top right corner of the set) Indicates when a message is waiting, or a call is missed.
16 Overview USB mouse A mouse pointer appears on the screen when a USB mouse is connected to the IP Phone. Soft key labels and feature keys only can be selected with a mouse click. You cannot use the mouse to navigate the menus; use the navigational keys.
17 . IP Phone 1150E menu systems After you successfully log on, the menu systems are active and available. An up or down arrow beside an item indicates the navigation key you can press to scroll to the next item. Labels appear next to the soft keys, in response to items selected on the screen.
18 IP Phone 1150E menu systems Assign Use the Assign menu to: • define the key type • enable and disable the Inbox IP Phone 1150E has only one page of feature keys. The Autoscroll feature is therefore not supported. See “Using the Assign menu” (page 65) .
Upgrade 19 Time Use the Time menu to: • select a time zone • enable or disable Daylight Saving Time • select the format used to display the time • select the format used to display the date • reset the time to the defaults See “Using the Time menu” (page 75) .
20 IP Phone 1150E menu systems Menu hierar ch y Figure 3 IP Phone 1150E menu hierarchy How to use the na vigation keys The IP Phone terminal has navigation keys that you use to navigate the menus and to help you to enter text in the display. See Figure 1 "IP Phone 1150E components" (page 10) for the location of these keys.
21 . Connecting the IP Phone to the LAN Follow this procedure to connect the terminal to the Local Area Network (LAN), and to a power source. CAUTION Risk of equipment damage Do not plug the IP Phone into a regular telephone jack. This causes severe damage to the terminal.
22 Connecting the IP Phone to the LAN Procedure job aid Figure 4 IP Phone 1150E connectors Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.
23 . Logging on Logging on to the network Follow this procedure to log on to the network. If the Centrex IP Client Manager (CICM) is set up as part of a group of CICMs, you can choose which CICM to connect to. After you select a gateway, the terminal directs itself at that CICM and the Username screen appears.
24 Logging on 6 If you make an error, press Clear to clear the field, and then enter the password again. 7 Press Ok , or press the send key. You are logged on and the Menu screen appears. --End-- Logging on to the A CD queue Follow this procedure to log on to the Automatic Call Distribution (ACD) queue.
25 . Logging off Logging off fr om the network Follow this procedure to log off from the network. Step Action 1 From the main menu, select Logoff . 2 Press Ok , or press the send key. A confirmation screen appears. 3 Confirm the action. You are logged off from the network.
26 Logging off You are automatically logged out of the queue when the call is finished. --End-- Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.
27 . Using a handset The 1150E is not shipped with a handset. A handset is available as a hardware option for the phone. The handset is plugged into the headset jack. See Figure 4 "IP Phone 1150E connectors" (page 22) for location of the headset jack.
28 Using a handset Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks ..
29 . Agent features Follow these procedures to use the agent features. See “ACD keys” (page 14) for a description of the agent keys. The availability of each Automatic Call Distribution (ACD) feature is dependant on the Centrex feature provisioned on the user’s line.
30 Agent features • holding times for calls • length of time spent on a call Each activity is associated with a three-digit code, entered for each call. The codes are configured by the system administrator. Contact your system administrator for more information.
Using the Not Ready feature 31 Step Action 1 Perform one of these actions: • Press the Release key. • Press a non-ACD line key to exit the queue. • Press the Not Ready key to exit the queue and remain logged in as an agent. • Wait for the caller to terminate the call.
32 Agent features Step Action 1 Press the Not Ready key. You are removed from the queue. 2 When you are ready to return to the queue, press the Not Ready key. --End-- Using the Make Set Busy feature Follow this procedure to make your line appear busy to all callers.
Using the Walkaway feature 33 • When your phone rings and the supervisor indicator lamp flashes, press the Supervisor key. • When you are on a call and you hear a buzz and the supervisor indicator lamp flashes, do the following: — Press the Hold key.
34 Agent features To return 6 Connect the headset. The walkaway feature is deactivated. You are in not-ready mode. 7 Press the In-Calls key next to the flashing indicator. You are ready to answer calls. If a caller disconnects before you deactivate the walkaway feature, the not-ready indicator flashes.
35 . Supervisor features You may order an optional kit that provides labeled key caps to replace the default Automatic Call Distribution (ACD) keys. The administrator configures these keys on a per user basis.
36 Supervisor features Agent Status Lamp The Agent Status Lamp feature allows the supervisor to connect to an agent, or monitor the status of an agent’s call without interfering with the call. The following table shows the meaning of the LCD indicator associated with the Agent Status Lamp.
Observing an agent 37 2 Press the Release key. --End-- Calling an agent Follow this procedure to call an agent. You have the option to enter the agent’s ID, or use the key assigned to the agent. Agent IDs are configured by the system administrator. Contact your system administrator for more information.
38 Supervisor features Using the Forced Agent A vailability feature Follow this procedure to force an Automatic Call Distribution (ACD) agent from the Not Ready state. The agent is now available to take calls. See “Using the Not Ready feature” (page 31) .
Viewing agent status 39 Using the Interflow f eature Follow this procedure to temporarily transfer calls from one queue to another queue. When the call backlog or the waiting time in the queue exceeds a set threshold, the Interflow feature forwards calls to another queue.
40 Supervisor features The supervisor uses the Display Agent feature to monitor the status of all agents with agent keys assigned to them. Agents in the Not Ready state will be counted as busy on ACD calls or non-ACD calls, as specified by the system administrator.
Display Queue status indicator 41 The queues are presented in the order in which they were entered at login. --End-- Display Queue status indicator The LCD indicator associated with the Display Queue key gives an indication of the number of calls in the ACD queue.
42 Supervisor features Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
43 . Making a non-A CD call Follow these procedures to make a call that is not an Automatic Call Distribution (ACD) call. To make and accept a call that is not an ACD call, your network administrator must configure one or more non-ACD directory numbers (DN) to your 1150E terminal.
44 Making a non-ACD call A number must be predialed. Step Action 1 Use the navigation keys to position the cursor, and then perform one of these actions: • To delete numbers that appear to the left of the cursor, press Bkspc . • To delete numbers that appear to the right of the cursor, press Delete .
45 . Ans wering non-A CD calls Follow these procedures to answer calls that are not Automatic Call Distribution (ACD) calls. Incoming calls cause the telephone to sound and the message indicator lamp to flash. See Figure 1 "IP Phone 1150E components" (page 10) for the location of the keys.
46 Answering non-ACD calls Step Action 1 Press the hold key to put the active call on hold. If you do not press the hold key, the call is automatically put on hold when you press the line key for the second call. 2 Press the line key for the second call.
47 . Ending a non-A CD call Follow this procedure to terminate a call. The release key is useful for dropping out of a conference call or exiting voice mail. See Figure 1 "IP Phone 1150E components" (page 10) for the location of the key. Step Action 1 Press the release key.
48 Ending a non-ACD call Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
49 . While on a non-A CD call Follow these procedures to put a call on hold, transfer a call, use the mute key, and use the conference call feature when the call is not an Automatic Call Distribution (ACD) call. See Figure 1 "IP Phone 1150E components" (page 10) for the location of the keys.
50 While on a non-ACD call Step Action 1 During a call, press the key to which the transfer feature is assigned. The call is put on hold and a dial tone sounds. On the display, an indicator flashes beside the line on which the call is held. 2 Enter the number to which to transfer the call.
Using the mute feature 51 Step Action 1 During a call, press the mute key. A red light is turned on to indicate the feature is enabled. 2 To turn off the feature, press the mute key again. The light is turned off and the feature is disabled. --End-- Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.
52 While on a non-ACD call Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
53 . Using call f orwar d Follow this procedure to forward calls to another IP Phone when you are away from your desk. Step Action 1 To activate call forward, press the key to which the Forward feature is assigned. 2 Enter the number of the extension to which to forward your calls.
54 Using call forward Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
55 . Na vigating the menu system Follow the procedures in this section to access and use the menu system. You can select menu items using shortcut keys. The shortcut key is the number on the dialpad that corresponds to the number of the menu item. Only items numbered 0 through 9 have a shortcut key.
56 Navigating the menu system Navigating the Audio men u Follow this procedure to use the Audio menu. Step Action 1 From the main menu, select and open Audio . The Audio menu opens. 2 Perform one of these actions: • Select and open Audio Profile . See “Viewing and editing your audio profile” (page 59) .
Navigating the User menu 57 Navigating the Time menu Follow this procedure to navigate the Time menu. Use this menu to configure the formats used by the display to show the time and date. Step Action 1 From the main menu, select and open Time . The Time menu opens.
58 Navigating the menu system See “Changing your password” (page 81) . --End-- Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.
59 . Using the A udio menu Follow these procedures to view and edit your audio settings. Your system administrator must grant you permission to edit your audio settings.
60 Using the Audio menu The Profile screen appears, showing your audio profile. If you have permission to edit your profile, a check mark appears beside the active profile. 3 If you have permission, and you want to edit your audio profile, press Ok or press the send key.
Selecting the dialpad feedback 61 2 Navigate through the menu and select Default Volumes . 3 Select the headset type to change. 4 Press Reset . 5 Press Ok or press the send key, to confirm the action. The default volume is applied the next time the headset is used.
62 Using the Audio menu Step Action 1 From the main menu, select and open Audio . The Audio menu opens. 2 Navigate through the menu and select Dialpad Feedback .
63 . Adjusting the contrast level of the displa y Follow this procedure to adjust the contrast level of the display. Step Action 1 From the main menu, select and open Display . The Contrast screen appears. 2 Perform one of these actions: • To decrease the contrast, press the left navigation key.
64 Adjusting the contrast level of the display Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
65 . Using the Feature menu When you access the Feature menu, a numbered list of the features provisioned on each key is displayed. The number displayed indicates the key to which the feature is assigned to your line on the Communication Server 2000 (CS2K).
66 Using the Feature menu 2 On the terminal, select the key that you want to assign to a different feature. 3 From the Feature menu, select and open Assign . 4 Press Ok , or press the send key. The Assign menu opens. --End-- Defining the key type Follow this procedure to define the key type.
Using the Assign menu 67 7 To assign a directory entry to a Local key, see “Assigning a directory entry to a feature key” (page 67) . --End-- Assigning a directory entry to a feature key Follow this procedure to assign a directory entry to a feature key.
68 Using the Feature menu 4 Perform one of these actions: • To enable the Inbox, select Enabled . • To disable the Inbox, select Disabled . 5 Press Ok , or press the send key. A check mark appears beside the item to indicate your choice. You return to the Assign menu.
Using the Options menu 69 3 Press Ok , or press the send key. The Options menu opens. --End-- Selecting the default line key Follow this procedure to select a feature key to be your default line key. You must have a feature key selected as the default line key in order to make a call from the Inbox, Outbox, or Directory, and when using predial.
70 Using the Feature menu 3 Press Yes , or press the send key. The keys are reset to the default settings. You return to the Feature menu. --End-- Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
71 . Vie wing features assigned to the A CD ke ys Follow this procedure to view the features assigned to the Automatic Call Distribution (ACD) keys. You can not perform edits; the ACD Keys menu is read-only. Step Action 1 From the main menu, select and open ACD Keys.
72 Viewing features assigned to the ACD keys Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
73 . Selecting the language Follow this procedure to select your language preference. Step Action 1 From the main menu, select and open Language. A list of available languages appears. 2 Scroll through the list and select your preferred language. 3 Press Ok , or press the send key.
74 Selecting the language Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
75 . Using the Time menu Follow the procedures in this section to configure time and date formats. Navigation • “Setting the time zone” (page 75) • “Enabling Daylight Saving Time” (page 75.
76 Using the Time menu Step Action 1 From the main menu, open the Time menu. 2 From the Time menu, select and open Daylight Saving . The Daylight Saving screen appears. The word Off appears with a check mark beside it to indicate that the feature is disabled.
Setting the date format 77 Step Action 1 From the main menu, open the Time menu. 2 From the Time menu, select and open Time Format . The Time Format screen appears. 3 Scroll through the Time Format options to select the format you want. A check mark appears beside the format currently in use.
78 Using the Time menu A check mark appears beside the option to indicate that it is enabled. The date is displayed in the selected format. You return to the previous screen. --End-- Resetting the default time Follow this procedure to reset the terminal to the default time.
79 . Using the User menu Follow the procedures in this section to view and edit your User profile. Navigation • “Viewing your user name” (page 79) • “Viewing your login type” (page 79) •.
80 Using the User menu Step Action 1 From the main menu, open the User menu. 2 From the User menu, select and open Login Type . If the current login type is unique, Unique is displayed. If the current login type is joint, Joint is displayed. 3 Press Ok , or press the send key.
Changing your password 81 A check mark appears beside the item you selected. You return to the Auto Login screen. --End-- Changing y our passw ord Follow this procedure to change your password.
82 Using the User menu Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
83 . T esting the local mode The Diagnostics menu is mainly used by an administrator for registering the terminal with a Survivable Remote Gateway. Follow this procedure to test the local mode. Step Action 1 From the main menu, open the Diagnostics menu.
84 Testing the local mode Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
85 . P erf orming a firmware upgrade If a firmware upgrade for the IP Phone is available, the system prompts you to upgrade when you log on. If the firmware level is between the minimum and maximum level set by the administrator, Yes and No options appear on the soft keys.
86 Performing a firmware upgrade Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
87 . Using the director y Follow the procedures in this section to use the directory feature. Navigation • “Adding or editing a directory entry” (page 87) • “Deleting an entry from the direc.
88 Using the directory c Press Ok , or press the send key. The number is entered in the directory, and you return to the New Entry menu. 5 To add or edit the surname, perform these steps: a From the New Entry menu, select and open Surname . b Enter the surname.
Making a call using the directory 89 Step Action 1 Press the Directory k ey t o a ccess t he D irectory m enu. The directory opens. 2 From the directory list, select the entry you want to delete. 3 Press Ok , or press the send key. The Directory menu opens.
90 Using the directory Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
91 . Using the Inbo x The IP Phone 1150E has a dedicated fixed key for the Inbox. The system logs the incoming key name, number, time and date, as well as the display shown on the IP Phone at the time of the incoming call. The information from the display is captured only if the call lasts longer than two seconds.
92 Using the Inbox • “Resetting the Inbox” (page 94) Accessing the Inbo x Follow this procedure to access and use the Inbox. If you missed a call and the caller left a voice message, the message.
Using the Inbox to make a call 93 Storing a number from the Inbo x Follow this procedure to select a number from the Inbox and save it to the directory. Step Action 1 Press the Inbox key. The Inbox screen appears, showing a list of the 10 most recent incoming calls.
94 Using the Inbox Resetting the Inbox Follow this procedure to delete the contents of the Inbox. Step Action 1 From the main menu, select and open History . 2 From the History menu, select Reset . A confirmation screen appears. 3 Press Yes . The calls in the Inbox are deleted.
95 . Using the Outbo x The IP Phone 1150E has a dedicated fixed key for the Outbox. Information about outgoing calls is stored in the Outbox. The system logs the outgoing key number, time, and date. If the duration of the call is longer than two seconds, the system captures the display as it appeared when the call was made.
96 Using the Outbox Step Action 1 Press the Outbox key. The Outbox screen appears, showing a list of the 10 most recent outgoing calls. 2 Select an item from the list, and press Ok or press the send key. 3 Perform one of these actions: • Select Dial to call the number.
Resetting the Outbox 97 3 Press Ok , or press the send key. The Dial screen appears. 4 Press the down navigation key to select Store . The Directory submenu appears. 5 See “Adding or editing a directory entry” (page 87) . --End-- Using the Outbox to make a call Follow this procedure to make a call from within the Outbox.
98 Using the Outbox Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks ..
99 . Configuring Bluetooth wireless headsets Follow these procedures to configure the IP Phone radio system to support Bluetooth (BT) wireless technology enabled headsets. The Bluetooth Setup menu option is not available on all phones. If the Bluetooth Setup menu option is dimmed, or fails to open, the feature is not enabled on your phone.
100 Configuring Bluetooth wireless headsets Prerequisites Bluetooth wireless technology must be available for use on your phone. Check with your administrator. To perform this procedure, you need information provided with the headset documentation. • You must put the Bluetooth technology headset in pairing or search mode.
Unpairing a wireless headset 101 step 5 . If the search is not successful, turn off the headset and repeat step 3 . 5 Select Pair 6 Press the send key. A dialog box appears, prompting you to enter a PIN. 7 Enter the headset PIN (typically "0000") and press OK.
102 Configuring Bluetooth wireless headsets Interaction with wired headsets A Bluetooth wireless technology headset can work only when it is within range of the IP Phone. When a wireless headset approaches the end of its radio range, the audio quality degrades and radio interference noise increases.
Bluetooth headset feature activation 103 If you uncheck the first option and press the Exit key the wired headset/handset will work after several seconds. If you uncheck the second option you can immediately switch to the wired headset/handset. A check mark indicates that the wireless headset is active.
104 Configuring Bluetooth wireless headsets Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
105 . Using the dialpad to enter text On the dialpad, keys numbered 2 through 9 each have three letters associated with them. When entering text, press the key once to enter the first letter, twice to enter the second letter, and three times to enter the third letter.
106 Using the dialpad to enter text Procedure job aid Figure 5 Special characters Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
107 . Using a ke yboar d with an IP Phone Follow this procedure to use a keyboard to enter alphanumeric characters, instead of the dialpad. See Figure 4 "IP Phone 1150E connectors" (page 22) for the location of the USB port.
108 Using a keyboard with an IP Phone Key Action F16 (Shift+F4) Select DN/feature key 5 F17 (Shift+F5) Select soft key 1 F18 (Shift+F6) Select soft key 2 F19 (Shift+F7) Select soft key 3 F20 (Shift+F8.
109 . Access code summar y Contact you system administrator for a list of features available on your IP Phone, and the corresponding Access Codes. Use this table to keep a record of the feature Access Codes. Table 1 Feature access codes Feature Access code Feature Access code Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.
110 Access code summary Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) NN10300-025 04.01 Standard 24 April 2009 Copyright © 2009 Nortel Networks .
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Carrier VoIP Nortel IP Phone 1150E User Guide (CICM) Copyright © 2009 Nortel Networks All Rights Reserved. Release: CICM 10.1 MR2 Publication: NN10300-025 Document status: Standard Document revision: 04.01 Document release date: 24 April 2009 To provide feedback or to report a problem in this document, go to www.
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