User guide - Michigan State University
Contents
1. MICHIGAN STATE UNIVERSITY Telecommunication Systems Avaya 4620 SW User Guide MICHIGAN STATE UNIVERSITY Avaya 4620 SW Telephone User Guide Michigan State University Telecommunication Systems W110 Public Safety East Lansing MI 48824 1219 Phone 517 353 5515 Fax 517 353 6633 Email telesyst pplant msu edu Website www telecom msu edu August 2009 Table of Contents Telephone COMPONEN a oa 5 Call Appearance and Call Identification Displays oooo oa 8 Diane In OR aa abi 8 Status ICONS an en ane NG 9 Answer Place and Enda Calon bas Lana kau 10 Pe na 11 Sa On bis 11 uo NB Baba BB aur Gn 12 Tandil 12 CONTO nc 13 LON AAA ena anna Damn Ba PE a PN I eee Be 13 WOFKING in the speed Dial SECO inside 14 Abbreviated Dial ira da 18 ODUONS erna a A a a 19 Call LOE seek A ba enak 21 Tne Carlos Summary Ser O na pn Ba an ne Pa Sa An Biasa 21 Working in the Call Loe SChOC NS stances an ee ra 22 US O BBB BR ae nae nee am auionte 25 SOT CMAN GIS 22avene ERE CO AN PN sa AN T NN TA TAN AN PA Pa 25 Call Forwarding AWGallS Se an an ES 26 GaP ena Aa BA 26 Sana A A an mr en Sa An Sa Pn 27 SACD VAR Clb ASTUCIA 27 ALEMAN ne Bu may 21 Apent LOGOUT ie Bana anna SER BB BB Nik el hae Sid thet eeahe Soe 21 Display Feat en ea cocoa 28 ACD Supervisor OA an as 29 Activating Service OBSCENA do 29 Adding a Skillor Changing a Skil Priority an BEN Ba BBB BB 30 Removing an Agent from a Skill Assignment oocoW oa 31 Recor2. To Press Move between screens Ga fm Return to Page 1 of the Home d y at any time screen Call Appearance and Call Identification Displays Y our telephone has six call appearance feature buttons per screen page Beginning with the first button in the upper left corner of the telephone and going down the display identifies the buttons in the left column These buttons are considered call appearance feature buttons through 3 On the display these buttons are identified by default labels a b c etc where a represents call appearance feature button 1 The buttons in the right column run from 4 through 6 When you receive or make calls the available call identification information is displayed where the date and time appear when the telephone 1s idle For example when you dial an extension that number is shown and then replaced by the called party s name and extension The call identification information associated with an extension is provided by the call processing system When a call is received from another extension the caller s name is shown when a call 1s received from outside the calling number if available OUTSIDE CALL or a trunk identifier is shown One call appearance is usually underlined When a call arrives at the telephone the ringing icon blinks on the corresponding call appearance After you answer the call the active call icon is displayed Dialing Instructions To dial a an Dial Cam
3. In order to remove an agent from a skill assignment your ACD system must have EAS and you must have COR permission To remove an agent from a skill assignment on the agent s behalf Note You will hear intercept tone 1f you are not logged in the agent 1s not presently assigned to the skill being removed or the skill you are removing is the agent s only skill l E Pick up the handset dial tone Dial the ACD Remove Skill code 190 dial tone Enter the extension of the agent s login ID Dial the number of the skill assignment from which the agent is to be removed Press 31 Note If the agent 1s presently on a call in the skill from which he she is being removed or if the agent has calls remaining in that skill you will hear reorder tone Recording Announcements Follow these directions to use an Integrated Announcement Board to record playback or delete announcements for your ACD system Note In order to record an announcement you must have console permission and an extension must already be designated for integrated announcements preadministered on the announcement form To record playback or delete ACD announcements 1 Dial the Recorded Announcements feature access code 1 followed by the extension assigned to integrated announcements o Ifan announcement session is already active or a Save or Restore is in progress you hear reorder tone 2 When you hear dial tone do one of the following
4. party for which you want to create a Speed Dial button Press the AddToSD softkey o The Speed Dial Field Selection screen displays the prompt Select field to change If you want to change the name press the Line Feature button next to the Name field o The Speed Dial Name Entry screen displays the prompt Use dialpad to enter Name Use the Left Arrow softkey or the Right Arrow softkey to move the cursor to the right of the character s to be changed Press the Backspace button to remove the character s and reenter the character s Note The Name field allows up to 13 characters If you want to change the telephone number press the Line Feature button next to the Number field o The Speed Dial Number Entry screen displays the prompt Use dialpad to enter Number Use the Left Arrow softkey or the Right Arrow softkey to move the cursor to the right of the character s to be changed Press the Backspace button to remove the character s and reenter the character s Note The Number field allows up to 24 characters If you want to change the URI press the Line Feature button next to the URI field o The Speed Dial URI Entry screen displays the prompt Use dialpad to enter URI Use the Left Arrow softkey or the Right Arrow softkey to move the cursor to the right of the character s to be changed Press the Backspace button to remove the character s and reenter the character s Note The URI field
5. Edit screen press the Save softkey To return to the Edit screen without saving your entries press the Cancel softkey To return to the Home screen without saving your entries press the d Phone Exit button 17 10 Repeat Steps 3 through 9 to edit more entries To delete stored speed dial entries l If the softkey labels are not displayed press any softkey button to display the softkey labels Press the SpDial softkey Press the Delete softkey Press the feature button corresponding to the entry you want to delete Note If the entry you want to delete is not displayed on the current screen page use the a Arrow keys to cycle through the speed dial list You can also use the index feature to move to the page containing the entry o The prompt Press delete again to confirm Visually verify that you want to delete that name and number or URI Note If you want to cancel the deletion without removing this Speed Dial button press Cancel No deletion occurs and the telephone displays the Speed Dial Main screen Do one of the following To delete the selected entry press the Delete softkey To return to the Delete screen without deleting the entry press the Cancel softkey To return to the Home screen without deleting the entry press the d Phone Exit button Repeat Steps 3 through 6 to delete more entries Abbreviated Dialing Allows you to store internal and external telephone numbers fo
6. If you are using a wireless headset press the button on the headset 4 Converse with the caller If your ACD is not programmed for After Call Work Mode ACW you are automatically connected to your next ACD call when the caller hangs up Go on to Step 7 5 If you enter After Call Work Mode the following occurs o Your call is disconnected when the caller hangs up or when you go on hook and press Release o The Available light goes off o The Unavailable light goes on steadily at the end of the call o You are in After Call Work Mode 6 When you are ready to receive another ACD call while you are in After Call Work Mode press Available 7 To process another ACD call repeat Steps 3 through 5 To unstaff your position 1 Log out to unstaff your position Display Features If the CIQ button is lit there are calls in queue 28 To display queue status 1 Press the CIQ button 2 The display will show the number of calls in queue and the time the oldest caller in queue has been waiting ACD Supervisor Instructions Activating Service Observing The Service Observing feature can be used to monitor an agent s performance for extended periods of time If you are observing a particular agent or agent station you are connected immediately to that agent s call or the call at that station and you can hear both the agent and the caller Service Observing can be used for training purposes to help new agents handle succes
7. Note If you hear recall dial tone rather than normal dial tone more than 90 of the announcement board memory has been used Dial 1 to record an announcement If recording access 1s granted you hear record tone one low burst of tone and you can begin recording When you are finished hang up or press If you press you hear dial tone You can then play the announcement or delete 1t or record again by dialing 1 2 or 3 Note If the announcement is protected you hear intercept tone the announcement must be unprotected until recorded If the announcement is currently being played to users you hear reorder tone Dial 2 to play or repeat a recorded announcement You hear your recorded announcement and then dial tone Note If nothing was recorded you hear reorder tone Dial 3 to delete an announcement o When the announcement is deleted you hear confirmation tone 32 Note If the announcement is being played to users 1s protected or has not been recorded you hear reorder tone Bridged Appearance Permits you to answer originate or join in calls at someone else s extension by pressing a bridged appearance button on your telephone This button can be any call appearance button labeled with another user s extension number as assigned to you by MSU Telecom Systems Use to assist in handling calls for a designated co worker To answer a bridged appearance call l Press the bridged appearance bu
8. al URI Entry screen displays the prompt Use dialpad to enter URI 8 Use the dialpad to enter the URI of the person for whom you are establishing a Speed Dial button 9 Press the Done softkey o The telephone displays the Speed Dial Field Selection screen 10 Verify that the name and number URI entered are correct 11 When you are finished entering the telephone number do one of the following To save your entries and return to the Speed Dial screen press the Save softkey To continue without saving your entries press the Cancel softkey a To return to the Home screen without saving your entries press the d Phone Exit button 12 Repeat Steps 3 through 11 to add more entries To make a call to a personal directory entry using the Speed Dial feature 1 Ifthe softkey labels are not displayed press any softkey button to display the softkey labels 2 Press the SpDial softkey 3 Press the button next to the entry you want to call If the entry you want is not displayed on the current page use the E Arrow keys to cycle through the entries o The telephone dials the number URI for you To edit stored speed dial entries 1 If the softkey labels are not displayed press any softkey button to display the softkey labels 16 Press the SpDial softkey Press the Edit softkey al Note You can use the a 2 Arrow keys or the index feature to locate the entry you want to edit Press the Line Feature but
9. allows up to 256 characters 24 9 Press the Done softkey o The telephone displays the Speed Dial Field Selection screen 10 When the update is complete press the Save softkey to add the information to a Speed Dial button Note To exit without saving press the Cancel softkey o The Name Number or Name URI entry is added to a Speed Dial button label 11 To exit the Speed Dial Application press the Phone Exit CD button To delete an entry from the Call Log l 2 e If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Log softkey If the entry to be deleted is not shown use the Page Left or Page Right buttons to scroll through the Missed Calls Log Alternately press the Outgo or InAns softkey to access a different Call Log With the entry to be deleted displayed press the Line Feature button that corresponds to that entry Press the Delete softkey o The prompt Press Delete again to confirm displays at the top of the screen Visually verify that you want to delete the Name and Number URI shown Note If you want to cancel the deletion without removing this Call Log entry press Cancel Press Delete o The entry 1s removed Message To retrieve messages from your own phone l See your system manager for instructions regarding your local message retrieval Send All Calls To send all calls l Press the Send Calls button while on
10. ature buttons are e Phone Exit cp used to exit call related features and restore the Phone screen to the display and _ e Options used to access the Options function to set certain telephone parameters and view telephone server connection status and other information for troubleshooting The Page Left and Page Right buttons qn between the Phone Exit and Options buttons are also considered telephone buttons Use the Right Arrow to move forward or the Left Arrow to move backward from one display screen to another These paging buttons work in conjunction with the paging indicators er you might see on an application screen Paging indicators show that a screen has more than one page and help you navigate forward and back through those additional pages To activate the function or feature represented by a telephone button just press the appropriate button Line Feature buttons gt appear on both sides of the display area These buttons provide call appearance Lines and other call related features in the Phone Applications Line Feature buttons also serve as application specific buttons in the Call Log or other applications For example pressing a Line Feature button in the Call Log Application selects the corresponding entry so you can take further action with your selection When you enter text on a screen for example labeling a Speed Dial button several Line Feature buttons provide editing features like backspacing or hyphenation
11. ding AMMOUNCCIMOIICS na a 32 Bridged ADD Calan Gs sro daa 33 PVCU ON A A 33 Bial IN ErCO Mian o IIIDIhIhIkiaiaai i H itr 34 Lapel ago ree A a 34 Telephone Components 1 Call appearance feature buttons For accessing incoming outgoing lines and programmed features An underscore indicates the currently selected call appearance 2 Display This area shows status for the call appearances information for a call information provided by the Avaya call server and the Home Speed Dial Call Log and Options screens 3 Message lamp When lit indicates you have a message waiting on your voice messaging system This indicator can also be optioned to flash for incoming calls 4 Softkeys These keys allow you to perform specific functions The functions available and the corresponding softkey labels change according to the screen displayed To initially view softkey labels press any softkey 5 Options button Displays the first Options main screen from which display and application settings can be updated 6 Arrow keys qn Depending on the current screen display you can use these keys to move between screen pages to cycle through Call Log and Speed Dial entries and to move the cursor during data entry 7 Hold button 2D Red button used to place a call on hold 8 Transfer button ED Transfers a call to another phone 9 Conference button D gt Sets up conference calls with more than one other perso
12. essary 11 To change from the headset to the speakerphone 1 Press the Ch Speaker button To change from the handset to the speakerphone 1 Press the Speaker button 2 Hang up the handset To change from the speaker to the handset 1 Pick up the handset and talk To end a speakerphone call 1 Press the Speaker button again Hold To put a call on hold 1 Press the Hold button To return to the held call 1 Press the call appearance button of the held call Transfer To transfer the current call to another extension 1 While on a call press the Transfer button The current call is placed on hold 2 When you hear dial tone dial the number to which the call is to be transferred 12 3 When it rings on the other end press the du Transfer button again Or when the party answers announce the call explain that you are transferring a call and then hang up If the line is busy or 1f there is no answer press the QM Drop button Then you can return to the held call by pressing its call appearance button This procedure can be used if voicemail answers the transferred call Repeat the transfer and hang up after the first ring Conference To add another party to a call ee While on a call Press the QUO Conference button The current call is placed on hold When you hear dial tone dial the number of the person you want to add to the call Wait for an answer Explain that you are setting
13. hook 25 To cancel Send All Calls 1 Press the Send Calls button again while on hook Call Forwarding All Calls To temporarily redirect all calls 1 Press the Call Fwd button or Dial the Call Forward code 2 2 Dial the extension or phone number where calls are to be sent 3 Hang up To cancel Call Forwarding 1 Press the Call Fwd button again while on hook or Dial the Call Forward Cancel code 2 while off hook Call Park Allows you to put a call on hold at your telephone for retrieval at any extension The call parking feature must be administered by MSU Telecom Systems To park a call for retrieval from any extension et While on the call press the COO Transfer button Dial the Call Park code 6 Press the COED Transfer button again Wait for the confirmation tone Hang up EP la To retrieve a parked call Pick up the handset or press the lt gt Speaker button Dial the Answer Back code 6 3 When you hear a dial tone dial the extension at which you parked the call If you receive intercept tone the parked call has been disconnected or retrieved by someone else Ne 26 Call Pickup Lets you answer a call at your telephone for another extension in your pickup group Use when you wish to handle a call for a group member who is absent or otherwise unable to answer To answer a call placed to your pickup group Note You can only use this feature 1f you and the called part
14. ice Observe light flashes slowly you are placed in a waiting state and you are bridged on when the agent becomes active on a call o If you are using a Service Observe button you are now able to hear both the caller and the agent but are unable to talk to them 4 When you are ready to listen and speak press Service Observe again Note that the agent must be connected to the call before you can speak o The Service Observe feature icon if you are using a button indicates the status o You can hear the agent and caller and join in the conversation 5 To return to a listen only connection press Service Observe again o The Service Observe feature icon if you are using a button goes on steadily o You can hear the agent and caller but cannot talk to them 6 When you are through observing hang up or press Release Note An optional warning tone 1s available on a per system basis to alert the agent and caller that an observer is about to be added to the connection This feature option is administered by the system manager If the agent has a call in progress all parties on the connection hear an initial long burst of tone two seconds and a short burst of tone 0 5 seconds every 12 seconds during the observer s presence If the agent is not active on a call all parties hear the first warning tone two seconds after the beginning of the next call All parties also hear a short burst of tone every 12 seconds while the call is bei
15. key labels Press the Log softkey Use the a Arrow keys to scroll through the Call Log Summary pages To view information about a specific entry press the button corresponding to the entry Press the Te d Phone Exit button to return to the Home screen To make a call to an entry in the Call Log l If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Log softkey at the bottom of the display area If the party you want to call is in a different Call Log press the softkey that represents either the Outgo or InAns Call Log If the party you want to call is not shown press the Page Right gt button to see the next page of entries Continue until you find the number party you want You can also press the Page Left Y button to display the preceding page of entries Press the Line Feature button associated with the name number or name URI of the person you want to call o The display areas show the associated Call Detail screen Select Call 23 o The telephone goes off hook and the number is dialed To save an entry in the Call Log to your Speed Dial List l If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Log softkey If the Missed Call Log does not list the party you want press the Outgo or InAns softkey to display a different Call Log Press the Line Feature button to the left of the
16. n 10 Drop button a Drops the last person added to a Conference call or ends the current call 1f you are not on a Conference call 11 Redial button ED Redials the last number dialed from the phone or displays a list of the last three numbers dialed for selection Set using the Options button 12 Dialpad Standard 12 button pad for dialing telephone numbers 13 Volume control buttons For adjusting speaker handset headset or ringer volume depending on which component is in use 14 Mute button ED For turning off the microphone handset headset or speaker When the Mute feature is active the person at the other end of the call cannot hear you 15 Headset button erp For activating a headset connected to the 4620 headset jack 16 Speaker button C For accessing the built in two way speakerphone 17 Phone Exit button O Pressing this button returns you to the Home screen Navigating Application Screens Y our telephone uses telephone Feature buttons Line Feature buttons and softkeys for maximum flexibility in operating the telephone and working with its applications Telephone Feature buttons are used in the Phone Application and appear on the face of the telephone around the dialpad Telephone buttons have an icon on the top to indicate the button function These buttons provide mostly call handling features like e Transfer e Conference e Hold and e Redial Two additional telephone Fe
17. nd then answer the incoming call 10 If the call appearance for the ringing call is not displayed on the current Home screen page use the Arrow keys to switch between the pages Use the CP Exit button to return to the Home screen When you locate the call appearance for the ringing call press the corresponding call appearance button To make a call manually 1 Go off hook using the handset headset or speaker 2 When you hear dial tone enter the extension or telephone number using the dialpad Note If you are calling an off campus number be sure to dial 8 first to access an outside line Redial To redial the last number that you dialed 1 Press the CHO Redial button o The last number or URI dialed is automatically redialed To redial using a list of the last three numbers called 1 Press the C Hie Redial button o The Redial screen displays the last three numbers or URIs dialed o The prompt Select number to dial appears on the top of the display line 1 Press the Line Feature button associated with the number you want to redial 1 If the call can be dialed the telephone displays the Phone screen 2 The selected number dials automatically Speakerphone To make or answer a call without lifting the handset or to use the speakerphone with any feature 1 Press the CU Speaker button 2 Make or answer the call or access the selected feature 3 Adjust speakerphone volume if nec
18. ng observed Adding a Skill or Changing a Skill Priority During a login session agents may change one of their skill assignments or change the priority of a skill assignment from primary to secondary or from secondary to primary Both of these changes in skill assignment can be done by dialing a feature access code at the agent s station or remotely at any station that is administered with console permission Therefore if you are an EAS supervisor with console permission you can change an agent s skill assignment or skill priority on the agent s behalf Note In order to change skill assignments or priorities your ACD system must have EAS and you must have COR permission To add a skill or change a priority for a skill on an agent s behalf Note You will hear intercept tone if you are not logged in the agent already has four skills and you try to add a fifth or the skill 1s invalid 30 sai Pick up the handset dial tone Dial the ACD Add Skill code 191 dial tone Enter the extension of the agent s login ID Dial the number of the skill you want to add Press dial tone Dial 1 if the added or changed skill is to be a primary skill dial 2 if the added or changed skill 1s to be a secondary skill o Ifthe new skill is valid and your entry is accepted you hear confirmation tone Removing an Agent from a Skill Assignment While logged in you may also choose to remove an agent from a skill assignment Note
19. omatically entered as an uppercase letter All of the following characters in the word appear in lowercase o Press 2 for a Then press the 2 Right Arrow key to advance the cursor o Press 2 three consecutive times for c o Press Stwice for k Note that you must use the Ta Right Arrow key 1f the next character you want to enter uses the same key as the character you just entered for example the characters a and c are both entered using the 2 key When you are finished entering a name press the Done softkey If you want to add a telephone number use the dialpad to enter the number of the person for whom you are establishing a Speed Dial button You can enter numbers up to 20 characters long including special characters Note It is important that you observe the following conventions as you enter speed dial numbers 15 o You must include the code required to access an outside line for example 8 for external telephone numbers o You can use the Pause softkey to insert a 1 5 second pause It is often useful to include a pause or series of pauses in beeper pager numbers to allow a paging system enough time to answer o You can use the Hyphen softkey to insert hyphens between segments of a telephone number for example 9 732 555 1212 The hyphen may make the number easier for you to read but does not affect dialing 7 If you want to add a URI press the URI softkey o The Speed Di
20. pus number The last 5 digits of the number Local number 8 plus the 7 digit number Domestic long distance number 8 plus 1 plus the area code plus the 7 digit number International long distance number 8 plus 011 plus the number Toll free number 8 plus 1 plus 800 866 877 888 plus the 7 digit number Emergency 911 University Operator O Status Icons The icons displayed on the call appearance feature buttons of your telephone are explained in the following table Icon Definition A An incoming call is waiting to be answered Ringing The call you are currently handling If you have a asu bridged call appearance on your telephone this icon will appear when that appearance is active On hold A call currently on hold Y On soft hold A call put on hold during a transfer or conference Phone Application The Phone Application is the primary application Use this application to make and receive calls Also use this application to perform call handling operations like conference calls or transferring calls to another telephone Speed Dial Application The Speed Dial Application provides access to Speed Dial buttons which facilitate automatic dialing Use this application to e setup buttons for speed dialing e update Speed Dial button labels or e remove the label from a Speed Dial button Call Log Application The Call Log Application provides three lists each
21. r entries press the Cancel softkey If you want to return to the Home screen without saving your entries press the Ts Phone Exit button To set the Visual Ring option l a Aa If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Option softkey Press the Ring Options feature button Press the Flash Message Lamp feature button Press the Yes No softkey to indicate whether you want Visual Ring enabled Do one of the following If you want to save the setting you just selected press the Save softkey You will hear a confirmation tone and you are returned to the Options screen If you want to return to the Options screen without changing the setting press the Cancel softkey If you want to return to the Home screen without changing the setting press the ALE Phone Exit button Call Log Y our telephone can store up to 48 entries in the Call Log By default all types of calls are logged and the number of new unanswered calls is displayed below the date and time on your telephone The Call Log Summary Screen The Call Log Summary screen which 1s accessed by pressing the Log softkey on the Home screen displays the call identification information when available Each page of the Call Log Summary screen can display three entries You can use a and 1 m to page through all logged calls 21 King 732 555 7866 Smith UA Pa da E E AA Jetzt 72488 to
22. r quick one button dialing To program or reprogram an AD button L Press the call appearance button next to the button to be programmed Dial the AD Program access code 0 Dial the telephone number you want to store including 8 1 area code when necessary Press Wait for confirmation tone 18 6 If you want to program another button repeat Steps through 4 7 To end programming hang up To call a number using an AD button 1 Press the AD button to automatically dial the stored number Options The Options screen allows you to personalize your options such as ring pattern contrast control call log setup and visual ringing A sample Options screen 1s shown in the figure below fe pS Ring Options Miscellaneous Contrast Self Test E Co Log setup Language CI Use 4 gt to scroll Se WENU C z a _ To Press Select an option The associated button Return to the Home screen in The Done softkey which you were working previously Return to the Home screen p J at any time To select a personalized ringing pattern 1 If the softkey labels are not displayed press any softkey button to display the softkey labels 2 Press the Option softkey 19 Press the Ring Options feature button Press the Ring Pattern feature button Use the E 22 Arrow keys or the dialpad to cycle through all eight ringing patterns Note To listen to a specific ring pattern press the Play sof
23. return to the Label Select screen without saving your entries press the Cancel softkey i To return to the Home screen without saving your entries press the d Phone Exit button Repeat Steps 3 through 5 to edit more labels To view the system labels l 2 3 If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Label softkey Press the Inspect softkey 4 Use the a Arrow keys to scroll through the Label Inspect screen pages on the telephone Do one of the following 35 To return to the Label Action screen press the Done softkey To return to the Home screen press the d Phone Exit button To restore the system labels l ARAD If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Label softkey Press the Restore softkey Press the Erase softkey Do one of the following To erase the custom labels and restore the system labels press the Erase softkey To return to the Label Action screen without erasing the custom labels press the Cancel softkey To return to the Home screen without erasing the custom labels and restoring the system labels press the d Phone Exit button 36
24. showing up to 15 outgoing incoming answered or missed calls Use this application to e call a person directly from the Call Log or e add the name and telephone number of a log entry to a Speed Dial button Web Access Application The Web Access Application provides access to Web pages reachable through links from a Home page and connected pages This application is optional Your System Administrator must specifically administer the Web Access Application for your business environment Depending on the Home page links available you can browse Corporate intranet sites or browse the World Wide Web Telephone Options Access the Options function using the Options BD button below and to the right of the display area Using Options menus you set certain telephone parameters such as e display area contrast e how you want the Redial button to work e when you want your saved information backed up or restored e the language in which the telephone displays information or e how you want your Feature buttons labeled Answer Place and End a Call To answer an incoming call 1 When a call arrives at your telephone you hear a ringing tone and a blinking bell icon appears on the associated call appearance In addition call identification information 1s displayed If you are not active on another call answer the call using your handset headset or speakerphone If you are active on a call already place the active call on hold a
25. sive ACD calls or to evaluate service Y ou can also use this feature to monitor a VDN When you observe a VDN you are connected to the next available call at that VDN Since multiple observers can monitor a VDN but only one person can monitor each call you may be placed in a queue to observe the next available call When connected you will hear everything the caller hears for example wait treatment music on hold and the agent talking In addition you will hear VDN of Origin announcements Agents can be monitored only if the Can Be Service Observed option on the COR administration form is set to Yes Important The use of the Service Observing feature may be subject to federal state or local laws rules or regulations and may be prohibited pursuant to the laws rules or regulations or require the consent of one or both of the parties to the conversation Customers should familiarize themselves with and comply with all applicable laws rules and regulations before using these features To activate service observing 1 Press an idle call appearance button dial tone 2 Press Service Observe dial tone o If you have Service Observe the light next to it goes on steadily Note If you press Service Observe without first selecting an idle call appearance button one is automatically selected for you 29 3 Dial the extension of the agent station or VDN to be observed o If the agent is not active on a call your Serv
26. t code o A special intercom ring is sent Label Action Using the Label Action screen you can customize the labels of the call appearance feature buttons on the telephone view the labels of the call appearance feature buttons on the call processing system and restore the system labels of all the call appearance feature buttons You can access this screen by pressing the Label softkey at the Home screen The Label Action screen 1s shown in the figure below Choose action below To Press Change the label of a call The Edit softkey appearance feature button Delete the customized labels of The Restore softkey all the call appearance feature buttons and restore all the system labels Return to the Home screen in The Done softkey which you were working 34 previously m Return to the Home screen E at any time To edit call appearance button labels l 2 3 m de If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Label softkey Press the Edit softkey Note You can use the ca Cc Arrow keys to locate the label you want to edit Press the feature button on the telephone corresponding to the label you want to edit Using the dialpad edit the label You can enter up to 13 characters When you are finished making changes do one of the following To save your entries and return to the Label Select screen press the Save softkey To
27. t the bottom of the screen Working in the Speed Dial Screen To Press Place a call to a displayed entry The button associated with the entry and return to the current Home screen Scroll through pages of speed Jm dial entries Use the index feature to locate Press keys 2 through 9 to locate entries beginning a specific entry quickly with the letters that correspond to these keys For example press 3 to locate the first entry that begins with the letter D Add an entry to the speed dial The Add softkey list Change information stored in The Edit softkey the speed dial list 14 Delete an entry from the speed The Delete softkey dial list Return to the Home screen in The Done softkey which you were working previously Return to the Home screen at any time To add speed dial entries to your personal directory l sa If the softkey labels are not displayed press any softkey button to display the softkey labels Press the SpDial softkey Press the Add softkey Using the dialpad enter the name for your speed dial entry You can enter up to 13 characters Note Keep in mind that each time you press a key on the dialpad the alphabetic character associated with the key is shown on the screen display In some cases you may need to press the same key repeatedly to select other alphabetic characters For example to enter Jack o Press 3 for J This first letter is aut
28. tkey for a selected ring pattern number Do one of the following If you want to save the ringing pattern that you have just selected press the Save softkey You will hear a confirmation tone and you are returned to the Options screen If you want to return to the Options screen without changing the ring pattern press the Cancel softkey If you want to return to the Home screen without changing the ring pattern press the COP Phone Exit button To select a contrast level ae P If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Option softkey Press the Contrast feature button Use the a Arrow keys to adjust the level of contrast Do one of the following To return to the Options screen press the Done softkey To return to the Home screen press the 4 Phone Exit button To specify the call types that you want to appear in the Call Log l A If the softkey labels are not displayed press any softkey button to display the softkey labels Press the Option softkey Press the Log Setup feature button Press Yes No softkey to indicate which types of calls you want to appear in the Call Log Do one of the following 20 If you want to save the selections that you have just made press the Save softkey You will hear a confirmation tone and you are returned to the Options screen If you want to return to the Options screen without saving you
29. ton associated with the button you want to update If you want to change the name press the Line Feature button next to the Name field o Use the Left Arrow softkey or the Right Arrow softkey to move the cursor to the right of the character s to be changed Press the Backspace button to remove the character s and reenter the character s Note The Name field allows up to 13 characters If you want to change the telephone number press the Line Feature button next to the Number field o Use the Left Arrow softkey or the Right Arrow softkey to move the cursor to the right of the character s to be changed Press the Backspace button to remove the character s and reenter the character s Note The Number field allows up to 24 characters If you want to change the URI press the URI softkey o Use the Left Arrow softkey or the Right Arrow softkey to move the cursor to the right of the character s to be changed Press the Backspace button to remove the character s and reenter the character s Note The URI field allows up to 256 characters Press the Done softkey o The telephone displays the Speed Dial Field Selection screen Note Pressing Delete while in the Name or Number field deletes the entire Speed Dial label Alternately pressing Cancel at any time returns you to the Speed Dial Main screen without updating the label When you are finished making changes do one of the following To save your entries and return to the
30. tton next to the name or number you are answering Note If the bridged appearance rings on your phone this step is not necessary you will automatically be connected to call when you answer The speakerphone will activate when the call appearance button is pressed or you can pick up the handset Directory To search the directory for a name p lt Press the Directory button if administered Key in the selected name with dial pad keys last name comma use first name or initial Press the Next button for each successive directory name you wish to see The Next button must be administered by your system manager To search for a new name press the Directory button and go through the above sequence again When you are ready to exit the directory press the 4 Phone Exit button To place a call to the name shown on the display l 2 Pick up the handset While the name is shown press the Call Disp button if administered or if you do not have a Call Disp button on your set press the lt Phone Exit button and then dial the number using the dial pad Note You can also leave your handset on hook The speakerphone will turn on automatically when you press Call Disp if this system feature is enabled 33 Dial Intercom The dial intercom feature must be administered by MSU Telecom Systems To make a call to a member of your intercom group 1 Press Intercom button 2 Dial the group member s 1 or 2 digi
31. up a conference call Fi To add the person to the call press the AC Conference button again The parties in the conference are now able to talk to each other 5 Repeat Steps 1 through 4 for each additional conference party To be included in the conference call press the to Conference button To add a held call to an active call l 2 3 Press the diS Conference button When you hear dial tone press the call appearance button corresponding to the held call Press the Cet Conference button again To remove the last person added to the conference call l Press the CL Drop button Speed Dial Using the Speed Dial screen you can store up to 48 speed dial entries in the personal directory of your telephone You can access this screen by pressing the SpDial softkey at the Home screen You may have to press any one of the softkeys to display the softkey labels 13 When you have created a speed dial list the Speed Dial screen displays the saved entries in alphabetical order A single page displays six entries You can make a call directly from this screen by pressing the button associated with a displayed entry The figure below shows a sample Speed Dial screen S Home Lou E Jane Mary CD Lom Jim m Patt y E In addition to placing calls from the Speed Dial screen you can add entries delete entries and make changes to saved entries in your personal speed dial list using the softkeys displayed a
32. view details aa TE gt MEN CA The most recent call is displayed in the top most position of the first page When the log is full that 1s 48 calls the log automatically deletes the oldest call information to allow for continuous logging without interruption In addition you can delete specific entries from the Call Log Detail screen To view more information such as the date and time for a specific entry in the log summary press the button associated with the entry to access the Call Log Detail screen A sample Call Log Detail screen is shown below Un Answered HA 54 Name Patty Yee O Number 908 555 1738 AE Time 12 34pm 3 29 02 Call Delete Save Done The number displayed in the upper left corner of the screen indicates the position of this call in the log summary The call type that is Answered Un answered or Outgoing is displayed in the upper right corner Working in the Call Log Screens To Press 22 View information about a The button associated with the entry specific log entry Scroll through the pages of call a gt log entries Make a call to the entry The Call softkey displayed Scroll through call log entries or Return to the Home screen gt at any time To view the list of all calls recorded in the Call Log l aA a If the softkey labels are not displayed press any softkey button to display the soft
33. y have been assigned to the same pickup group by MSU Telecom Systems Extensions in a pickup group need to be within hearing distance of each other 1 Press the designated Call Pickup button or Dial the Call Pickup code 7 ACD Agent Instructions Agent Login To log in as an ACD agent 1 Press Login if you have an Abbreviated Dialing AD button with the login access code stored on it dial tone 2 Dial your login ID number If you hear a confirmation tone skip the next step confirmation tone o Your answering position is now staffed o You are automatically placed in Unavailable Mode o The Unavailable light goes on steadily 3 Press Available to be available to answer ACD calls Agent Logout To log out as an ACD agent 1 Press Logout if you have an Abbreviated Dialing AD button with the logout access code stored on it 27 confirmation tone 2 Hang up the handset or turn off the headset o Your answering position is now unstaffed To answer ACD calls in Available Mode 1 Log in o Your answering position is now staffed o You are automatically placed in Unavailable Mode o The Unavailable light goes on 2 Press Available o The Unavailable light goes off o The Available light goes on 3 Listen for an audible ring then press the ringing call appearance button or lift the handset If you are using a headset press the headset button and then press the line button of the incoming call
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