Your 8410D is a multi-appearance digital telephone. The display, along with the softkeys and display control buttons, offers valuable added functionality.
To familiarize yourself with the buttons and features on your telephone, refer to the figure below and then read the callout explanations for the buttons and features.
Call Appearance/Feature Buttons
At least three of these 10 buttons are call appearance buttons; used for incoming and outgoing calls and labeled with an extension number. The remaining buttons access features and are labeled with a feature name. Each has a red light telling you that this is the line you are using or this is the line you will get when you lift your handset. The green status light next to each call appearance and feature button tells you that the line or feature is being used.
Conference Button
For setting up conference calls. This button is labeled <Conf>.
Dial Pad
The standard 12-button pad for dialing phone numbers and accessing features. The letters "Q" and "Z" have been added to the appropriate dial pad keys for directory access, and the "5" button on your dial pad has raised bars for visually impaired users.
Display
A built-in 2-line by 24-character display.
Display Control Buttons
These four buttons are labeled <Menu>, <Exit>, <Prev>, and <Next>.
<Menu> is used to enter Softkey Mode and access the first feature option screen.
<Exit> is used for exiting the Display Mode and returning to Normal Mode.
<Prev> and <Next> can be used to help you go back and forth through the feature option screens.
Drop Button
For disconnecting from a call or dropping the last party added to a conference call.
Handset
A handset is provided for placing and answering calls. This is sometimes called the "receiver". In most cases, you must lift the handset (go off-hook) or activate the speaker or speakerphone before you can use a feature.
Handset Jack
Located on the back of your telephone, this jack is used for connecting the handset to your telephone.
Hold/Ring Button
A red button for putting a call on hold. By pressing <Shift> and then <Hold>, you can select a personalized ring for your telephone from eight possible ringing patterns.
Line Jack
This jack is used for connecting a line cord to your telephone. Located on the back of your telephone, this jack is labeled "LINE".
Message Light
A red light that goes on when a message has been left for you.
Mute Button
For turning off the microphone associated with the handset or the built-in speakerphone so the other person on the call cannot hear you.
Shift Button
A blue button which can be used to access two additional features. When <Shift> is active, the red light next to the button is on.
When used with <Hold>, you can select a personalized ring from among eight available patterns.
When used with <Speaker>, you can perform an acoustic test of the environment and adjust the speakerphone to the surrounding acoustic environment for optimal performance (for the built-in speakerphone option only).
Softkeys
The four buttons located below the display and labeled with arrows correspond to words on the display screen. You can use the softkeys along with display control keys to access up to 12 features on your telephone in addition to those features administered on the call appearance/feature buttons. Check with your system manager for a list of the features that can be accessed with the softkeys.
Speaker/Reset Speaker Button
For accessing the built-in speakerphone. When you press <Shift> and then <Speaker> (your telephone must be on-hook, and it must be set for the Speakerphone feature), you hear a set of tones as the speakerphone performs an acoustic test of the environment. When the tones stop, your speakerphone has finished adjusting itself for optimal performance and is ready for use.
Note: Your telephone can be set for either the Speaker (listen-only) feature or the Speakerphone (listen and speak) feature. Check with your system manager to see how your Speaker button is to be used.
Speakerphone/Headset Adapter Jack
Located on the back of your telephone, this jack is used for connecting an external speakerphone (such as an S101A or S201A Speakerphone) or a headset adapter (such as a 500A Headset Adapter) to your telephone.
Test Button
When the telephone is initially powered up, the green light next to <Test> flashes if the link with the switch is not (or not yet) operational. The light changes to steady green when the telephone is able to communicate with the switch, and then goes off after a short period of time. After the telephone is powered up, you can press <Test> to test the lights and display on your telephone.
Transfer Button
For transferring a call to another telephone.
Volume Control Button
For adjusting the volume of:
The speakerphone or speaker when a call is in progress using the two-way speakerphone or one-way speaker
The handset while a call is in progress using the handset
The ringer while the speaker is off, and either the handset is inactive or the ringer is active
Notes: 1) When the speaker is active, the ringer volume is automatically reduced to a low setting. The volume is restored when the speaker is turned off. 2) The Volume control button on your telephone does not control the volume level of adjunct equipment.
| <Feature> and <Feature xxxxx> | Each of these represents a button that has a feature assigned to it. The button is labeled with the feature name, sometimes followed by an extension number (shown as xxxxx) or a person's name. |
| LWC CnLWC AutCB Timer | Information that is offset represents the display screen. The second line appearing on the display will most likely list the features you can access with the softkeys. |
| {handset tones} | The tone that appears in curly quotes after a step, such as {dial tone}, indicates what you should hear from your handset (or speakerphone) after successfully performing that step. |
Use the following special instructions for operating your telephone.
The first time you use these procedures, you will need to customize them for yourself by obtaining the following information from your system manager:
-- Your system manager may assign call appearances or features to the 10 call appearance/feature buttons on your telephone. You may also be able to use up to 12 other features accessed with the softkeys and display control buttons. These features are in addition to the features that are administered on the call appearance/feature buttons on your telephone. Check with your system manager to see which softkey features are available to you.
-- You may also be able to use the Speakerphone and Reset Speakerphone features, or the Speaker feature. Check with your system manager to see what other features you can use with your switch.
-- Any feature not appearing on a button or accessed with the display and softkeys can be activated or canceled by dialing a 1-, 2-, or 3-digit feature access code. Ask your system manager for the feature access codes for the features you need.
To operate a feature, you must have the handset off-hook (removed from the cradle of the telephone) or the speaker or speakerphone on unless otherwise noted.
If you receive an intercept tone (high-pitched, alternating high and low tone) while attempting to operate any feature, you have taken too much time to complete a procedural step or have made a dialing error. Hang up, get dial tone, and return to Step 1.
ACD Agent Instructions
Describes Automatic Call Distribution (ACD) procedures and basic telephone procedures for ACD agents. These procedures are written for headset users. If you are using your handset, you can adapt these procedures as follows: 1) Where a procedure states "press a call appearance button", lift your handset instead. 2) To disconnect from a call, hang up your handset.
ACD Supervisor Instructions
Describes Automatic Call Distribution (ACD) procedures and basic telephone procedures for ACD supervisors. These procedures can be used with all supported telephones.
Abbreviated Dialing (AD)
Allows you to store selected phone numbers for quick and easy dialing. Each number can be a complete or partial phone number, an extension number, or a feature or trunk code. Abbreviated Dialing offers four possible types of lists: personal, group, system, and enhanced. You can have a total of three out of the four lists. Numbers on a personal list are programmable by you; numbers on group lists are programmable by the controller of the list; system lists are programmable only by the system manager. Use this feature as a timesaver for dialing frequently called, lengthy, or emergency numbers.
Note: Check with your system manager concerning what types of lists you have and how many of each list.
Automatic Callback
Sends you a special 3-burst ring indicating that a previously busy or unanswered extension is now available. Use to avoid constant redialing when you wish to speak to someone who is frequently busy on the phone, or is in and out of the office.
Note: You can use this feature only for extensions, not for outside numbers.
Bridging/Manual Exclusion
Permits you to answer or join in calls to 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 primary extension number, as assigned to you by your system manager. Use to assist in handling calls for a designated co-worker.
Note: You can use the Manual Exclusion feature to keep other users with whom you have a bridged call appearance from listening in on an existing call.
Call Coverage/Consult
Provides automatic redirection of certain calls to your telephone for answering. (Your system manager determines which calls will be sent to you.) Use to answer calls for other extensions for whom you provide coverage.
Note: If you are a covering user, you can use the Consult feature, after answering a coverage call, to call the principal (the person for whom you are answering calls) for private consultation. Then, you can add the calling party to the conversation, transfer the call to the principal, or return to the calling party.
Call Forwarding All Calls
Temporarily forwards all your calls to another extension or to an outside number, depending on your system. Use when you will be away from your telephone and you want your calls to be forwarded to a phone number of your choice.
Call Park
Puts a call on hold at your telephone, for retrieval at any extension. Use when you need to go elsewhere to get information during a call, or whenever you wish to complete a call from a different location. Also, if the call received is for someone else, use it to hold the call until the called party can answer it from another telephone.
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.
Note: You can use this feature only if you and the called party have been assigned to the same pickup group by your system manager.
Conference
Allows you to conference up to six parties on a call (including yourself) so that you can conduct a 6-way discussion. Use to set up timesaving conferences, or to spontaneously include an additional party important to a conversation.
Directory
Searches for the extension of another user in your location by allowing you to key in the user's name with the dial pad. Use as a handy quick reference source for extension number information.
Display Feature Procedures
This section includes the procedures for seven display features you may use with the 8410D telephone. However, note that the display, along with the softkeys and display control buttons, can also be used for accessing up to 12 softkey features.
Call Information <a= > it represents call information for the first call appearance button. The next button down would be shown as <b= >, and so on, continuing through <j= > if all 10 of the buttons are used for call appearances.
When you dial an extension, that number is shown and then replaced by the called party's name and extension. When a call is received from another extension, the caller's name is shown; when a call is received from outside, "OUTSIDE CALL" or a trunk identifier is shown.
The display remains in Normal Mode until you activate one of the other display or softkey features. After using any of these features, return to Normal Mode by pressing Exit.
Display, Softkeys and Display Control Buttons
The softkeys are the four keys labeled with arrows located directly below the display. The four display control buttons, labeled <Menu>, <Exit>, <Prev>, and <Next> are located under the softkeys.
Drop
Disconnects from a call without requiring you to hang up the handset, turn off the speakerphone, or press the switchhook. Can also be used with the Conference feature to disconnect the last party added. Use whenever you want to continue using the handset or speakerphone after ending a call.
Exit
Use <Exit> to leave Display Mode (after using any display or softkey feature) and return to Normal Mode. Once you are in Normal Mode, you can use the display to identify the current call appearance, the calling or called party, and the calling or called number.
Feature Status Indicator
Indicates the status of each feature accessed with the softkeys. If the feature is active, an arrow appears above the feature abbreviation; if the arrow does not appear above the feature, the feature is off.
Handset Volume
Allows you to raise or lower the receive level volume of the handset.
Hold
Puts a call on hold until you can return to it. While a call is on hold, you can place another call, activate another feature, answer a waiting call, or leave your telephone to do another task. Use when you have a call you don't want to drop, but have to interrupt briefly to do something else.
Inspect
Shows you call-related information for an incoming call when you are already active on a call. Use to identify and screen new calls.
Intercom (Automatic/Dial)
Gives you quick access to specified extensions. With Automatic Intercom, you can call a predetermined partner by pressing a single feature button. With Dial Intercom, you can call any member of a predetermined group of users. (For the Dial Intercom feature, you need to know the group member's 2- or 3-digit code.) Use to rapidly dial frequently called numbers.
Last Number Dialed
Automatically redials the last extension or outside number you dialed. Use to save time in redialing a busy or unanswered number.
Leave Word Calling (LWC)
Leaves a message for another extension to call you back. The called party will be able to dial message service (for example, an attendant, AUDIX®, a covering user, etc.) to retrieve a short, standard message which gives your name and extension, the date and time you called, and the number of times you called. Use whenever you wish to have someone call you back; it will help cut down on repeated call attempts. This feature also allows other people in your system to leave a message for you.
Manual Exclusion
Use to keep other users with whom you have a bridged call appearance from listening in on an existing call.
Message
Your Message light goes on when a caller has left a message for you. You can then follow your system manager's local message retrieval procedures to get your message.
Message Retrieval
Allows you to retrieve messages left for you when your Message light is on. Will also let you retrieve messages for other telephones not equipped with a display (if you are authorized as a system-wide message retriever by your system manager). Use to quickly and conveniently check messages, even when you are already on a call.
Mute
Allows you to turn off the microphone of the handset or built-in speakerphone. Use when you want to confer with someone in the room with you, but you do not want the other person on the call to hear your conversation.
Normal
Use <Exit> to leave Display Mode (after using any display or softkey feature) and return to Normal Mode. Once you are in Normal Mode, you can use the display to identify the current call appearance, calling or called party, and calling or called number.
Priority Calling
Allows you to call an extension with a distinctive 3-burst ring to indicate your call requires immediate attention. Use when you have important or timely information for someone.
Reset Speakerphone
Initiates an acoustic test of the surrounding environment by using a series of tones. When the tones stop, your speakerphone has finished adjusting itself for optimal performance. It is now ready for use. Use whenever you move your telephone to a different location (even in the same room), when the red light next to <Speaker> is fluttering, or when the display shows you a message that the speakerphone needs to be reset. You can access this feature by pressing <Shift> and then <Speaker> or pressing the softkey below the word "Begin" on the display.
Ringer Volume
Allows you to adjust the ringer volume on your telephone.
Select Ring
Allows you to choose a personalized ringing pattern for your telephone from among eight available patterns. Use to help distinguish your incoming calls from those of other nearby telephones.
Send All Calls
Temporarily sends all your calls to the extension of a person designated by your system manager to answer them when you cannot (perhaps a secretary or receptionist). Use when you will be away from your desk for awhile, or when you do not wish to be interrupted by telephone calls.
Speaker (Listen-Only)
Allows you to place calls or access other voice features without lifting the handset. However, in order to speak to the other person, you must use the handset. Use with feature activities that require listening only, such as on-hook dialing, monitoring calls on hold, and group listening situations.
Note: Your telephone has either the Speaker (listen-only) or the Speakerphone function. Check with the system manager to see how your telephone is administered.
Speakerphone
Allows you to place and answer calls or access other voice features without lifting the handset. When you press <Shift> (when on-hook) and then <Speaker>, the built-in speakerphone performs a test of the surrounding acoustic environment by using a sequence of tones. When the tones stop, your speakerphone has finished adjusting itself for optimal performance. It is now ready for use. (See "Reset Speakerphone".) Use the built-in speakerphone any time you prefer hands-free communication, both speaking and listening, or for group conference situations.
Note: Your telephone has either the Speaker (listen-only) or the Speakerphone (listen and speak) feature. Check with your system manager to see how your telephone is administered.
Stored Number
Allows you to check the number stored on an Abbreviated Dialing button or as an item on an Abbreviated Dialing list. Also lets you see what number you last dialed (via Last Number Dialed feature). Use to verify Abbreviated Dialing list items before placing a call or reprogramming a number, and to make sure the Last Number Dialed feature is appropriate to use.
Test
When the telephone is initially powered up, the green light next to <Test> flashes if the link with the switch is not (or not yet) operational. The light changes to steady green when the telephone is able to communicate with the switch, and then goes off after a short period of time. After the telephone is powered up, you can press <Test> to test the lights and display on your telephone.
Time/Date
Shows you the date and time. Use as a handy calendar and clock.
Timer
Allows you to measure elapsed time. Use in order to keep track of time spent on a call or task.
Transfer
Transfers a call from your telephone to another extension or outside number. Use when your caller needs to speak further with someone else.
-- ACD Agent Instructions -- |
During a login session, you may change one of your 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.
Pick up the handset.
{dial tone}
Dial the ACD Add Skill code ____________.
{dial tone}
The display shows:
Add Skill: Enter number, then # sign
Dial the number of the skill you want to add or for which you wish to change the priority.
Press #.
{dial tone}
The display shows:
Press 1 for primary or 2 for secondary
Dial 1 if the added or changed skill is to be a primary skill; dial 2 if the added or changed skill is to be a secondary skill.
If the new skill is valid and your entry is accepted, you hear confirmation tone.
The display shows your new assignment.
You must log in before you can receive ACD calls. You may be required to dial a login-ID number. The length of the login identifier is administered by the system manager. You may log into a maximum of four splits at once.
Press <Login> if you have an Abbreviated Dialing (AD) button with the login access code stored on it. (The AD button can also store your digit split number.).
or, Press an idle call appearance button and dial the ACD Login code ____________
{dial tone}
Dial the digit split number.
If required, dial your login-ID number (if this information is not stored on the login AD button).
{confirmation tone}
Your answering position is now staffed.
You are automatically placed in Aux-Work Mode.
The Aux-Work light goes on steadily.
Press <Release>.
Press <Auto-In> or <Manual-In> to be available to answer ACD calls. (If your telephone is not equipped with either of these feature buttons, dial the Auto-In or Manual-In access code, and then dial the digit split number.)
Repeat all the previous steps for each split you are logging into.
Press <Login> if you have an Abbreviated Dialing (AD) button with the login access code stored on it.
or, Press an idle call appearance button and dial the ACD Login code ____________
{dial tone}
Dial your login-ID number. (If you hear a confirmation tone, skip the next step.)
{dial tone}
Dial your password.
{confirmation tone}
Your answering position is now staffed.
You are automatically placed in Aux-Work Mode.
The Aux-Work light goes on steadily.
Your display shows the set of skills you're logged into.
Press <Release>.
Press <Auto-In> or <Manual-In> to be available to answer ACD calls. (If your telephone is not equipped with either of these feature buttons, dial the Auto-In or Manual-In access code.)
Press <Logout> if you have an Abbreviated Dialing (AD) button with the logout access code stored on it. (The AD button can also store your 2-digit or 3-digit split number.)
or, Press an idle call appearance button and dial the ACD Logout code ____________
{dial tone}
Dial the split number (if it is not stored on your login AD button).
{confirmation tone}
If you are using Automatic Answering, press <Release>.
Repeat the previous steps for each split from which you are logging out.
Hang up the handset or turn off the headset.
Your answering position is now unstaffed.
Press <Logout> if you have an Abbreviated Dialing (AD) button with the logout access code stored on it.
or, Press an idle call appearance button and dial the ACD Logout code ____________
{dial tone}
If you are using Automatic Answering, press <Release>.
Hang up the handset or turn off the headset.
Your answering position is now unstaffed.
If you are an agent without EAS, you can be a member of any number of splits. However, you can log into a maximum of four splits. You must log into each split in turn, using the Agent Login procedure described in these instructions and dialing the number of the split. Make sure you are available for calls in all the splits you are logged into. With EAS, you only log in once and, by pushing <Auto-In> or <Manual-In>, you are available in all skills for which you have been previously administered.
In the following example, you have logged into splits 1 and 2. (If you are an EAS agent, substitute the word '"skill" for "split".) If you are on an ACD call in split 1 and an ACD call is placed to split 2, that call enters the queue if no other agent is available. When you complete your split 1 ACD call and any after call work, the queued call for split 2 is delivered (if you are the most idle agent).
Answer the call using the appropriate procedure described in these instructions (Auto-In Mode or Manual-In Mode). The associated green call appearance light changes from flashing to steadily on. The red light goes on while you are on the call. Calls placed to other splits are placed in queue or delivered to another agent when you are on a call.
You can display the number and the oldest queued time of calls in queue for each split using your queue status buttons for the particular split (see Display Features).
Plug in the headset.
Log in.
Your answering position is now staffed.
You are automatically placed in Aux-Work Mode.
The Aux-Work light goes on steadily.
Press <Auto-In> or select an idle call appearance button and dial the ACD Auto-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The light for the call appearance button selected at login goes off.
The Aux-Work light goes off.
The Auto-In light goes on steadily.
Listen for zip-tone. You are automatically connected to the ACD call.
Listen for a VDN-of-Origin announcement.
Converse with the caller.
If necessary, you can press a Stroke Count button or a Call Work Code button while you are on a call or in After Call Work Mode.
If you press a Stroke Count button, the light next to that button goes on for two seconds. (If the light flutters, no information was sent to CMS.)
If you press a Call Work Code button, the light next to that button goes on steadily, and a "C:" prompt appears on the display. You can then enter up to 16 digits. When you are finished, press #. If you make a mistake in entering the digits, press * and start again.
If you need to do After Call Work (ACW), press <ACW> during the call. Go on to Step 7.
The ACW light flashes.
or
If you do not need to enter ACW, you are automatically connected to your next ACD call when the caller hangs up, you go on-hook, or you press <Release>. Go on to Step 9.
If you enter After Call Work Mode, the following occurs:
You are automatically placed in After Call Work Mode when the caller hangs up, or when you go on-hook and press <Release>.
The ACW light goes on steadily at the end of the call.
The light next to <Auto-In> goes off at the end of the call.
You are in After Call Work Mode.
When you are ready to receive another ACD call, while you are in After Call Work Mode, press <Auto-In>.
or, Select an idle call appearance button and dial the ACD Auto-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The ACW light goes off.
The Auto-In light goes on.
Listen for zip-tone. You are automatically connected to the ACD call.
To process another ACD call, repeat Steps 4 through 7.
Log out to unstaff your position.
Log in.
Your answering position is now staffed.
You are automatically placed in Aux-Work Mode.
The Aux-Work light goes on.
Press <Auto-In> or go off-hook and dial the ACD Auto-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The Aux-Work light goes off.
The Auto-In light goes on.
Listen for an audible ring, then press the ringing call appearance button.
Converse with the caller.
If necessary, you can press a Stroke Count button or a Call Work Code button while you are on a call or in After Call Work Mode.
If you press a Stroke Count button, the light next to that button goes on for two seconds. (If the light flutters, no information was sent to CMS.)
If you press a Call Work Code button, the light next to that button goes on steadily; and a "C:" prompt appears on the display. You can then enter up to 16 digits. When you are finished, press #. If you make a mistake in entering the digits, press * and start again.
If you need to do After Call Work (ACW), press <ACW> during the call. Go on to Step 7.
The ACW light flashes.
If you do not need to enter ACW, you are automatically connected to your next ACD call when the caller hangs up, you go on-hook, or you press <Release>. Go on to Step 9.
If you enter After Call Work Mode, the following occurs:
Your call is disconnected when the caller hangs up, or when you go on-hook and press <Release>.
The Auto-In light goes off.
The ACW light goes on steadily at the end of the call.
You are in After Call Work Mode.
When you are ready to receive another ACD call, while you are in After Call Work Mode, press <Auto-In>.
or, Go off-hook and dial the ACD Auto-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The ACW light goes off.
The Auto-In light goes on.
To process another ACD call, repeat Steps 3 through 7.
Log out to unstaff your position.
Depending on current ACD needs, your ACD supervisor may need to move you to another split or skill. When a move occurs, staffed agents will be notified with a flashing light next to <ALRT/AGCHG>, if this button has been administered.
If an incoming call arrives while you are active on a call, the current display on your telephone will be replaced with new incoming call information. The identity of the incoming call normally remains displayed for 30 seconds unless there is another incoming call, the caller hangs up, or you disconnect. After 30 seconds, the display returns to the current call information.
If your system has the Call Prompting feature, the calling party can be asked to enter data, such as the person's account number, before the call is redirected to an agent. The switch can collect up to 16 touch-tone digits.
The call prompting digits collected are shown on the second line of your display when the call is delivered. This information is displayed for 10 seconds, unless an incoming call is received or new call identification information is added, such as someone has been added to a conference call. Any time you want to see the collected digits, press <Callr-Info>; each time you want to see the normal caller information screen again, press <Normal>.
The following is a typical display:
a = Info:1234567890
(1234567890 = the collected digits)
To display calling/called party identification for ACD and non-ACD calls (when not displayed) and queue status information for ACD calls:
Press <Normal> to display call information on incoming calls. Press <NQC> or <OQT> to display queue status information. When the display is in any mode other than Normal Mode, the display reverts to Normal Mode and shows the queue status information.
Press <Inspect> and then the appropriate call appearance button to display call information for a call that is ringing or on hold while you are busy on another call. Press <Normal> to exit Inspect Mode.
Press <Timer> to measure the length of a call (press once to start the timer; press a second time to clear the timer).
Press <Date/Time> to display the date and time.
Incoming Trunk Call
a = Incoming Trk Grp Name to Sales Dept
Internal Call
a = Extension Number or Name of Caller to Sales Dept
Queue Status Display
a = Split Name or Extension Number Q-time xx:xx calls yyy
(xx:xx = length of time oldest call has been in queue)
(yyy = number of calls in queue)
Press an idle call appearance button.
Dial the unique extension number of the split or VDN.
{ringback tone}
If an agent is available, you are connected to that agent. If no agent is available, you may hear one or more announcements until your call is connected to an available agent.
Converse with the answering agent.
When your call ends, press <Release>, press <Drop>, or hang up the handset.
Press an idle call appearance button.
Dial the telephone extension of the specific agent; or, with EAS, you may dial the agent's login-ID (where, if both the agent and the calling party have Direct Agent Calling in their Class Of Restriction, this becomes an ACD call).
{ringback tone}
Converse with the agent.
When your call ends, press <Release>, press <Drop>, or hang up the handset.
Plug in the headset.
Log in.
Your answering position is now staffed.
You are automatically placed in Aux-Work Mode.
The Aux-Work light goes on.
Press <Manual-In> or select an idle call appearance button and dial the ACD Manual-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The light for the call appearance selected at login goes off.
The Aux-Work light goes off.
The Manual-In light goes on.
Listen for zip-tone. You are automatically connected to the ACD call.
Listen for a VDN-of-Origin announcement.
Converse with the caller.
If necessary, you can press a Stroke Count button or a Call Work Code button while you are on a call or in After Call Work Mode.
If you press a Stroke Count button, the light next to that button goes on for two seconds. (If the light flutters, no information was sent to CMS.)
If you press a Call Work Code button, the light next to that button goes on steadily and a "C:" prompt appears on the display. You can then enter up to 16 digits. When you are finished, press #. If you make a mistake in entering the digits, press * and start again.
Your call is disconnected when the caller hangs up or you press <Release>.
The Manual-In light goes off.
The ACW light goes on.
You are in After Call Work Mode.
Do any necessary paper work. You will not receive ACD calls.
To receive another ACD call, press <Manual-In>.
or, Select an idle call appearance button and dial the ACD Manual-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The ACW light goes off.
The Manual-In light goes on.
Listen for zip-tone. You are automatically connected to the ACD call. Repeat Steps 4 through 7 to process another ACD call.
Log out to unstaff your position.
Log in.
Your answering position is now staffed.
You are automatically placed in Aux-Work Mode.
The Aux-Work light goes on.
Press <Manual-In> or go off-hook and dial the ACD Manual-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The light for the call appearance selected at login goes off.
The Aux-Work light goes off.
The Manual-In light goes on.
Listen for an audible ring, then press the ringing call appearance button. After you have pressed the button, listen for a VDN-of-Origin announcement.
Converse with the caller.
If necessary, you can press a Stroke Count button or a Call Work Code button while you are on a call or in After Call Work Mode.
If you press a Stroke Count button, the light next to that button goes on for two seconds. (If the light flutters, no information was sent to CMS.)
If you press a Call Work Code button, the light next to that button goes on steadily. You can then enter up to 16 digits. When you are finished, press #. If you make a mistake in entering the digits, press * and start again.
Go on-hook or press <Release> when the conversation ends.
The Manual-In light goes off.
The ACW light goes on steadily.
You are in After Call Work Mode.
Do After Call Work.
To receive another ACD call, press <Manual-In> or go off-hook and dial the ACD Manual-In code ____________ (and a 2-digit or 3-digit split number if you are a non-EAS agent).
The ACW light goes off.
The Manual-In light goes on steadily.
To process another ACD call, repeat Steps 3 through 7.
Log out to unstaff your position.
The Multiple Call Handling (MCH) feature allows agents to process multiple ACD calls simultaneously. An agent who is logged in to a split or in to multiple skills can process multiple ACD calls only from that split or those skills which are administered with the MCH capability.
You can receive multiple calls on-request. (See the procedure below.)
If the on-request MCH option is available for your split or skills, you can use the following procedure.
Place the current call on hold by pressing <Hold>.
The green light flutters next to the call on hold.
The present call is put on hold.
Activate the Auto-In or Manual-In Mode by pressing <Auto-In> or <Manual-In>, or use a feature access code.
You are alerted with another incoming ACD call. Answer the new ACD call just like any other ACD call -- that is, by going off-hook, selecting a ringing line appearance, or listening for zip-tone. A VDN-of-Origin announcement may follow.
When you complete the new ACD call, you can do one of the following:
Go into ACW for the new ACD call. (Make sure you have selected Manual-In or ACW before dropping the new call.)
Reconnect to the call on hold. (If your ACW light is on when you reconnect, the system assumes you are finished with ACW for the new ACD call.)
Become available for another call and go back to Step 2. (If your ACW light is on when you select Auto-In or Manual-In, the system assumes you are finished with ACW for the new ACD call.)
An agent with an active call on hold and who has activated Manual-In or Auto-In Mode in an on-request MCH split or skill will remain available until one of the following occurs:
An ACD or Direct Agent call is terminated at the agent telephone
The agent reconnects to a held ACD or Direct Agent call
The agent reconnects to a non-ACD call put on hold before the agent activated Auto-In or Manual-In Mode to become available
The agent goes into ACW or Aux-Work Mode
Press the call appearance button of the call on hold.
You are connected to the call on hold.
While logged in, you may also choose to remove yourself from a skill assignment.
Pick up the handset.
{dial tone}
Dial the ACD Remove Skill code ____________
{dial tone}
Dial the number of the skill assignment from which you are requesting to be removed.
Press #.
Press <Assist> for the desired split/skill supervisor.
The Assist light goes on.
The connected party is automatically put on hold.
A priority call is placed to the supervisor.
Talk to the supervisor.
You can then do one of the following:
-- Press <Release> to disconnect from the supervisor's call, then press the call appearance of the call on hold.
or, Without pressing <Release>, press the call appearance of the call on hold.
-- Transfer the caller on hold to the supervisor by pressing <Transfer>.
-- Set up a conference call that includes your supervisor, the party on hold, and yourself by pressing <Conference>.
Press <Assist> for the desired split.
A priority call is placed to the supervisor.
Talk to the supervisor.
When you are finished, press <Release>.
If you want to consult with the supervisor (without the caller listening), press <Hold> and an idle call appearance button or <Transfer> or <Conference>.
{dial tone}
Dial the Supervisor Assist access code.
{dial tone}
Dial the split number (or skill number with EAS).
A priority call is placed to the supervisor.
Talk to the supervisor.
Press <Release> when you are ready to disconnect from the supervisor's call.
Press an idle call appearance button.
{dial tone}
Dial the Supervisor Assist access code.
{dial tone}
Dial the split number (or skill number with EAS).
A priority call is placed to the supervisor.
Talk to the supervisor.
Press <Release> when you are ready to disconnect from the supervisor's call.
You can use the VuStats feature to view, on your telephone display, Call Center statistics on agents, splits or skills, VDNs, and trunk groups. You may also want to use the VuStats feature to view, on your telephone display, productivity statistics for you or the split or skill which you are logged into.
Press <VuStats>.
The light next to <VuStats> goes on (or flashes, if a threshold condition for the current display has been reached).
If the light next to <VuStats> flutters, it may mean you need to log in or too many users are currently using the VuStats feature.
The display shows your ACD measurements for the current hour or half-hour, the last hour(s) since you logged in, or for the current day.
If your status display is administered to update, your display automatically updates every 10, 20, 30, 60, or 120 seconds, or when the data is collected on the half-hour or hour. Agent data can also be updated whenever you change work states.
If your status display offers other screens, press <Next> in order to view them.
To return to Normal Mode, press <Normal>.
The light next to <VuStats> goes off.
The display line on your display is cleared.
-- ACD Supervisor Instructions -- |
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 successive ACD calls or to evaluate service.
You 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.
The agent's name and extension is shown on the display screen while you are observing that agent. While in vector processing, the VDN name and extension is shown on the display.
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.
Press an idle call appearance button.
{dial tone}
Press <Service Observe>.
{dial tone}
If you have <Service Observe>, the light next to it goes on steadily.
Dial the extension of the agent, station, or VDN to be observed.
If the agent is not active on a call, your Service Observe light flashes slowly, you are placed in a waiting state, and you are bridged on when the agent becomes active on a call.
The display shows:
a = (calling party) to (called party) so
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.
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.
The Service Observe light, if you are using a button, flashes rapidly.
You can hear the agent and caller and join in the conversation.
To return to a listen-only connection, press <Service Observe> again.
The Service Observe light, if you are using a button, goes on steadily.
You can hear the agent and caller, but cannot talk to them.
When you are through observing, hang up or press <Release>.
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 being observed.
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.
Pick up the handset.
{dial tone}
Dial the ACD Add Skill code ____________.
{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 is to be a secondary skill.
If the new skill is valid and your entry is accepted, you hear confirmation tone.
Agents must log in before they can receive ACD calls. They may be required to dial an agent login-ID number. The length of the login identifier is administered by the system manager. Agents may log into as many as four splits at once.
Press <Login> if there is an Abbreviated Dialing (AD) button with the login access code stored. (The AD button can also store your 2- or 3-digit split number.)
or, Press an idle call appearance button and dial the ACD Login code ____________
{dial tone}
Dial the 2- or 3-digit split number and a unique login-ID number, if required (if this information is not stored on the login AD button).
{confirmation tone}
The answering position is now staffed.
The agent is automatically placed in Aux-Work Mode.
The Aux-Work light goes on steadily.
Press <Release>.
Press <Auto-In> or <Manual-In> to be available to answer ACD calls.
If the telephone is not equipped with either of these feature buttons, dial the Auto-In or Manual-In access code, and then dial the 2- or 3-digit split number.
Repeat all of the previous steps for each split you are logging into.
Press <Login> if there is an Abbreviated Dialing (AD) button with the login access code stored on it. (The AD button can also store an EAS login-ID number or an EAS password.)
or, Press an idle call appearance button and dial the ACD Login code ____________
{dial tone}
Dial your login-ID number. (If you hear a confirmation tone, skip the next step.)
{dial tone}
Dial your password.
{confirmation tone}
The answering position is now staffed.
The agent is automatically placed in Aux-Work Mode.
The Aux-Work light goes on steadily.
Press <Release>.
Press <Auto-In> or <Manual-In> to be available to answer ACD calls.
If the telephone is not equipped with either of these feature buttons, dial the Auto-In or Manual-In access code.
Press <Logout> if there is an Abbreviated Dialing (AD) button with the logout access code stored. (This button can also store your 2- or 3-digit split number.)
or, Press an idle call appearance button and dial the ACD Logout code ____________
{dial tone}
Dial the 2- or 3-digit split number (if it is not stored on the login AD button).
{confirmation tone}
If you are using Automatic Answering, press <Release>.
Repeat the previous steps for each split from which you are logging out.
Hang up the handset or turn off the headset.
The answering position is now unstaffed.
Press <Logout> if there is an Abbreviated Dialing (AD) button with the logout access code stored on it.
or, Press an idle call appearance button and dial the ACD Logout code ____________
{dial tone}
If you are using Automatic Answering, press <Release>.
Hang up the handset or turn off the headset.
Your answering position is now unstaffed.
Press the ringing call appearance button (if you are using a headset), or go off-hook (if you are using a handset).
The display shows the message:
a = agent name and/or number sa
This indicates a request for supervisor assistance.
Talk to the agent.
Then, do one of the following:
Press <Release> to disconnect from the call.
Have the agent set up a conference.
Ask the agent to transfer the caller to you.
If an incoming call arrives while you are active on a call, the current display on your telephone will be replaced with new incoming call information. The identity of the incoming call normally remains displayed for 30 seconds unless there is another incoming call, the caller hangs up, or you disconnect. After 30 seconds, the display returns to the current call information.
If your system has the Call Prompting feature, the calling party can be asked to enter data, such as the person's account number, before the call is redirected to an agent. The switch can collect up to 16 touch-tone digits.
If the agent has a telephone with a 2-line display, the call prompting digits collected are shown on the second line when the call is delivered. If the agent's telephone is equipped with a 1-line display and a <Callr-Info> button, the agent can press this button to display the digits collected by the Call Prompting feature. Agents can view this information before answering the call or during the call. This information is displayed for 10 seconds, unless an incoming call is received or new call identification information is added, such as someone has been added to a conference call. Any time agents want to see the collected digits, they press <Callr-Info>; each time agents want to see the normal caller information screen again, they press <Normal>.
The following is a typical display:
a = Info:1234567890
(1234567890 = the collected digits)
To display calling/called party identification for ACD and non-ACD calls (when not displayed) and queue status information for ACD calls:
Press <Normal> to display call information on incoming calls. Press <NQC> or <OQT> to display queue status information. When the display is in any mode other than Normal Mode, the display reverts to Normal Mode.
Press <Inspect> to display call information for a ringing call or a call on hold while you are busy on another call. Press <Normal> to exit Inspect Mode.
Press <Timer> to measure the length of a call (press once to start the timer; press a second time to clear the timer).
Press <Date/Time> to display the date, day, and time.
Incoming Trunk Call
a = Incoming Trk Grp Name to Sales Dept
Internal Call
a = Extension Number or Name of Caller to Sales Dept
Queue Status Display
a = Split/Skill Name or Extension Number Q-time xx:xx calls yyy
(xx:xx = length of time oldest call has been in queue)
(yyy = number of calls in queue)
Follow these directions to use an Integrated Announcement Board to record, playback, or delete announcements for your ACD system.
Dial the Recorded Announcements feature access code followed by the extension assigned to integrated announcements.
If an announcement session is already active or a Save or Restore is in progress, you hear reorder tone.
When you hear dial tone, do one of the following:
-- Dial 1 or *1 to record an announcement.
-- If recording access is 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 it or record again, by dialing 1, 2, or 3.
-- Dial 2 or *2 to play or repeat a recorded announcement.
-- You hear your recorded announcement and then dial tone.
-- Dial 3 or *3 to delete an announcement.
When the announcement is deleted, you hear confirmation tone.
While logged in, you may also choose to remove an agent from a skill assignment.
Pick up the handset.
{dial tone}
Dial the ACD Remove Skill code ____________
{dial tone}
The display shows:
Enter Agent Login-ID
Enter the extension of the agent's login-ID.
The display shows:
Remove Skill: Enter number, then # sign
Dial the number of the skill assignment from which the agent is to be removed.
Press #.
You may use the VuStats feature to view, on your telephone display, Call Center statistics on agents, splits or skills, Vector Directory Numbers, and trunk groups. VuStats statistics appear on the second line of 2-line DCP telephone displays or on the first line of 1-line DCP telephones and all BRI sets. When VuStats is activated, it overwrites and cancels any display feature on the second line (of a 2-line display) and on the first line (of a 1-line display).
Press <VuStats>.
{dial tone}
The light next to <VuStats> goes on (or flashes if a threshold condition has been reached).
You hear confirmation tone indicating a valid agent extension or login ID, split or skill, VDN, or trunk group has been entered.
The display shows ACD measurements for the current hour or half hour, last hour(s) since you logged in, or for the current day.
If your status display is administered to update, your display automatically updates every 10, 20, 30, 60, or 120 seconds, or when the data is collected on the half-hour or hour. Agent data can also be updated whenever the agent changes work states.
If your status display offers other screens, press <Next> in order to view them.
To return to Normal Mode, press <Normal>.
The light next to <VuStats> goes off.
The display line is cleared.
Abbreviated Dialing |
If you hear the intercept tone while programming, start over from the beginning.
You may be able to use the following softkey features with Abbreviated Dialing (Press <Menu> and then the softkey below the feature abbreviation):
Program (labeled "Prog") - You can program a phone number, extension, or feature access code on an AD button.
Pause - A 1.5-second pause can be placed in an AD number, such as between an access code and the phone number.
Mark - Numbers included after a Mark on an AD button are dialed in Touch-Tone signal form.
Wait - Numbers included after a Wait on an AD button are delayed 5 to 25 seconds until the telephone receives dial tone from the switch.
Suppress (labeled "Spres") - Suppressed numbers are dialed but not shown on the display (an "s" appears instead). Used for passwords or authorization codes.
On a separate sheet of paper, write down the outside numbers, extensions, and/or feature access codes you want to program.
Pick up the handset.
{dial tone}
Press <Menu> and then the softkey below Prog (if available on your display).
or, Press <Program>.
or, Dial the Program code *0.
{dial tone}
Press the <AD xxxxx> button to be programmed.
{dial tone}
Dial the phone number, extension, or feature access code you want to store (up to 24 digits).
If you are programming an outside number, be sure to include a trunk code, if applicable.
Press #.
{confirmation tone}
The number is stored.
If you want to program another button, repeat Steps 4 through 6.
Hang up or press <Drop> to end programming.
Press the selected <AD xxxxx> button.
{ringback tone}
The call is automatically dialed.
On a separate sheet of paper, write down the outside numbers, extensions, and/or feature access codes you want to store as items on your personal list(s).
Pick up the handset.
{dial tone}
Press <Menu> and then the softkey below Prog (if available on your display).
or, Press <Program>.
or, Dial the Program code *0.
{dial tone}
Dial the Personal List number (1, 2, or 3).
{dial tone}
Dial the list item (1, 2, 3...).
{dial tone}
Dial the number you want to store (up to 24 digits).
If you are programming an outside number, be sure to include a trunk code, if applicable.
Press #.
{confirmation tone}
The number is stored.
If you want to store additional items on the same list, repeat Steps 5 through 7. If you want to store items on another list, press <Drop> and return to Step 1.
Hang up or press <Drop> to end programming.
Press <Pers List>, <Grp List>, or <Sys List>.
{dial tone}
or, Dial the appropriate Abbreviated Dialing List code:
List 1 #7
List 2 #8
List 3 #9
Dial the desired list item (1, 2, 3...).
{ringback tone}
The call is automatically dialed.
Automatic Callback |
You can access this feature with the softkeys only if the feature's abbreviation, AutCB, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below AutCB (if available on your display) during the call attempt.
or, Press <AutoCallBk> during the call attempt.
{confirmation tone}
Hang up.
You hear a priority ring when both you and the called extension are idle. When you answer, regular ringing is sent to the called party.
Lift the handset when you hear a priority ring.
Press <Menu> while on-hook, then press the softkey below AutCB again (if available on your display).
or, Press <AutoCallBk> again while on-hook.
Bridging/Manual Exclusion |
Press the call appearance button of the bridged call.
Pick up the handset or press <Speaker>.
You can access the Manual Exclusion feature with the softkeys only if the feature's abbreviation, Excl, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below Excl (if available on your display) while active on a call.
or, Press <Excl xxxxx> while connected to the call.
To reactivate bridging, press the softkey below Excl.
or, Press <Excl xxxxx> again to reactivate bridging.
Call Coverage |
Press the call appearance button of the incoming call when ringing begins or the green light flashes.
Press <Cvr CallBk> while connected to the call.
{confirmation tone}
Press <Transfer>.
{dial tone}
The call is put on hold.
Press <Menu> and then the softkey below Cnslt (if available on your display).
or, Press <Consult>.
{priority ring to co-worker}
or, Dial your co-worker's extension.
You can discuss the call privately with your co-worker. If your co-worker is not available, press the fluttering call appearance button to return to the call on hold.
Press <Transfer> again to transfer the call to your co-worker, or press <Conf> to make it a 3-party call.
Call Forwarding All Calls |
You can access this feature with the softkeys only if the feature's abbreviation, CFrwd, appears on the second line of one of the feature option screens.
Press <Menu> while on-hook or off-hook, then press the softkey below CFrwd (if available on your display).
or, Press <Call Fwd> while on-hook or off-hook.
or, Dial the Call Forward code *2 while on-hook or off-hook.
{dial tone}
If you have console permission and are not forwarding your own calls, dial the extension number whose calls are to be forwarded.
{dial tone}
Dial the extension or phone number where calls are to be sent.
{confirmation tone}
Hang up.
Press <Menu> while on-hook, then press the softkey below CFrwd (if available on your display).
{dial tone}
or, Press <Call Fwd> while on-hook.
or, Dial the Call Forward Cancel code #2 while on-hook.
{confirmation tone}
Your calls will now ring at your own telephone.
Call Park |
You can access this feature with the softkeys only if the feature's abbreviation, CPark, appears on the second line of one of the feature option screens.
Press <Transfer>.
{dial tone}
Dial the Call Park code *6.
{confirmation tone}
Press <Transfer> again.
The call is parked.
Hang up.
Pick up the handset or press <Speaker>.
{dial tone}
Dial the Answer Back code #6.
{dial tone}
Dial the extension where the call is parked.
{confirmation tone}
If you are returning to a call parked at your telephone, dial your own extension.
Call Pickup |
You can access this feature with the softkeys only if the feature's abbreviation, CPkUp, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below CPkUp (if available on your display).
or, Press <CallPickup>.
or, Dial the Call Pickup code *7.
You are connected to the ringing call.
Conference |
Press <Conf>.
{dial tone}
The present call is put on hold.
You are given a new call appearance button.
All other parties remain connected to each other.
Dial the number of the new party and wait for an answer.
You can discuss the call privately with the new party at this time. If the line is busy or there is no answer, press the fluttering call appearance button to return to the call on hold.
Press <Conf> again.
All parties are now connected.
Announce the call.
To establish additional conference connections, repeat Steps 1 through 5.
Press <Conf>.
{dial tone}
The hold light continues to flutter.
The current call light flutters.
You are given a new call appearance button.
Press the call appearance button of the call on hold.
Press <Conf> again.
All parties are now connected.
Announce the call.
Press <Drop>.
The last party added to the conference call is dropped.
You remain connected to the other parties.
Directory |
You can access this feature with the softkeys only if the feature's abbreviation, Dir, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below Dir (if available on your display).
or, Press <Directory>.
Key in the selected name using the dial pad: last name, comma (use * ), first name or initial.
Press <Next Msg> for each successive directory name you wish to see.
To search for a new name, return to Step 1.
To exit the directory, press <Exit>.
Lift the handset.
While the name is shown, press <Call Disp>.
Display, Softkeys, and Control Buttons |
There are three separate feature option screens. Each of these screens allows you to select from four different features.
You can enter Softkey Mode by pressing the Display Control button labeled Menu. The following is an example of a feature option screen.
LWC CnLWC AutCB Timer
The top line of each feature option screen shows you the status of each feature. An arrow appears above the feature name or abbreviation if that feature is active. If there is no arrow above the feature, the feature is not active.
The second line on each feature option screen shows the features you can access. To use any of these features, you must press the softkey below the feature name or abbreviation. For example, on the feature option screen shown previously, you can leave a message for another extension to call you back by pressing the softkey below LWC (the Leave Word Calling feature). If you want to cancel the message, press the softkey below CnLWC (the Cancel Leave Word Calling feature).
To see the next set of four features, press the display control button labeled <Next>; to move back a screen, press the display control button labeled <Prev>. Press <Next> or <Prev> until the feature you want to use appears on the second line.
The default features for the three feature option screens are shown below. These are the 12 softkey features that are available when the telephone is shipped from the factory.
LWC CnLWC AutCB Timer
CFrwd CPark DayTm Pcall
Prog Pause Mark Wait
Press <Exit> at any time to exit Softkey Mode and return to Normal Mode.
The feature option screens show the 12 default softkey features; those features that can be accessed with the softkeys when the telephone is initially installed. Following is a list of these alternate features and the feature abbreviation associated with each.
| Abbreviation | Feature |
| AD | Abbreviated Dialing buttons (can be multiple buttons) |
| Cnslt | Consult |
| Count | ACD Stroke Count (can be up to 10 buttons) |
| CPkUp | Call Pickup |
| Dir | Directory* |
| Excl | Manual Exclusion |
| IAuto | Automatic Intercom |
| IDial | Dial Intercom |
| Inspt | Inspect |
| Last | Last Number Dialed |
| RngOf | Ringer Off |
| SAC | Send All Calls |
| SFunc | Abbreviated Dialed Special Function |
| Spres | Abbreviated Dialing Suppress |
| Stats | ACD Agent Statistics |
| Stop | Abbreviation Dialing Stop/Indefinite Wait |
| View | Stored Number |
* <Call Display> should be administered if access to System Directory is provided. It is also desirable for <Next Display> to be administered.
Your display and softkeys allow you to access up to 12 switch-related features. For example, you may want to use the Priority Calling feature to call another extension with a distinctive 3-burst ring. You can activate this feature with the softkeys in the following way:
Press <Menu>.
The display shows the initial feature option screen:
LWC CnLWC AutCB Timer
Press <Next>.
The display shows:
CFrwd CPark DayTm PCall
To use the Priority Calling feature, press the softkey below PCall and then dial the extension.
CFrwd CPark DayTm PCall
When both parties hang up from the call, the arrow above PCall disappears.
When you first power up the telephone, the following display appears.
PLEASE RESET SPKR. Begin Cancel
When you set the speakerphone on your telephone, you hear a set of tones as the speakerphone performs an acoustic test of the environment. When the tones stop, your speakerphone has finished adjusting itself for optimal performance and is ready for use.
Press the softkey below Begin to reset the speakerphone.
If you press the softkey below Begin, the display shows the following timed screen:
OPTIMIZING PERFORMANCE OF The SPEAKERPHONE
You hear a set of rising tones as the speakerphone adjusts itself to the surrounding acoustical environment. These tones are automatic. No user response is required.
Drop |
Press <Drop>.
{dial tone}
Exit |
Press <Exit>.
The display shows call information for the active call appearance button.
Handset Volume |
While the handset is off-hook, press the Volume control button.
To raise the volume, press the right half of the Volume control button. To lower the volume, press the left half of the Volume control button.
The display shows:
HANDSET L >>>>> H
On the display, one arrow indicates the lowest setting, and eight arrows indicate the highest setting.
Hold |
Press <Hold>.
The green light flutters.
The call is put on hold.
Press the call appearance button of the call on hold.
You are connected to the call on hold.
Press <Hold>.
The green light flutters.
The current call is put on hold.
Press the call appearance button of the incoming call.
You are connected to the incoming call.
Inspect |
You can access this feature with the softkeys only if the feature's abbreviation, Inspt, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below Inspt (if available on your display).
or, Press <Inspect>.
Press the call appearance button of the call on hold.
The information is shown on the display screen.
You remain connected to the present call.
To return to the call on hold, press <Exit> then the call appearance button for the call on hold.
Intercom (Automatic/Dial) |
You can access these features with the softkeys only if the feature's abbreviation, IAuto (for Automatic Intercom) or IDial (for Dial Intercom), appears on the second line of one of the feature option screens.
Press <Menu> while off-hook, then press the softkey below IAuto (if available on your display).
or, Press <IcomAuto xxx> while off-hook.
{ringback tone}
A special intercom ring is sent.
Press <Menu> while off-hook, then press the softkey below IDial (if available on your display).
or, Press <IcomDial xxx> while off-hook.
{dial tone}
The green light goes on steadily.
Dial your group member's 1- or 2-digit code.
{ringback tone}
A special intercom ring is sent.
Pick up the handset.
You are connected to the call.
If you are active on another call, first press <Hold>, then press the flashing call appearance button. To return to the call on hold, press its call appearance button.
Last Number Dialed (Redial) |
You can access this feature with the softkeys only if the feature's abbreviation, Last, appears on the second line of one of the feature option screens.
Press <Menu> while on-hook or off-hook, then press the softkey below Last (if available on your display).
or, Press <LastDialed> while on-hook or off-hook.
or, Dial the Last Number Dialed code *9 while on-hook or off-hook.
Leave Word Calling |
You can access this feature with the softkeys only if the feature's abbreviation, LWC (for Leave Word Calling) or CnLWC (for Cancel Leave Word Calling), appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below LWC (if available on your display) before hanging up your handset.
or, Press <LWC> before hanging up your handset.
{confirmation tone}
The Message light goes on at the called telephone (if so equipped).
Press <Menu> while on-hook or off-hook, then press the softkey below LWC (if available on your display).
or, Press <LWC> while on-hook or off-hook.
or, Dial the Leave Word Calling code *4 while on-hook or off-hook.
{dial tone}
Dial the extension.
{confirmation tone}
The Message light goes on at the called telephone (if so equipped).
Hang up or press <Drop>.
Press <Menu> while on-hook or off-hook, then press the softkey below CnLWC (if available on your display).
or, Press <Cancel LWC> while on-hook or off-hook.
or, Dial the Leave Word Calling Cancel code #4 while on-hook or off-hook.
{dial tone}
Dial the extension.
{confirmation tone}
Manual Exclusion |
You can access the Manual Exclusion feature with the softkeys only if the feature's abbreviation, Excl, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below Excl (if available on your display) while active on a call.
or, Press <Excl xxxxx> while connected to the call.
To reactivate bridging, press the softkey below Excl.
or, Press <Excl xxxxx> again to reactivate bridging.
Message |
See the Message Retrieval procedures, or see your system manager for instructions regarding your local message retrieval procedures.
Message Retrieval |
Press <Msg Rtrv>.
Press <Next Msg> to see the first message (and then for each following message).
Lift the handset.
Press <Call Disp> while any part of the message is shown.
Press <Delete> while any part of the message is shown.
Press <CvrMsgRtrv>.
Dial your co-worker's extension.
Press <Next Msg> to see the first message (and then for each following message).
Press <Transfer>.
Your co-worker is put on hold.
Press <Call Disp> while any part of the message is shown.
Press <Transfer>.
Your co-worker is connected to the call attempt.
Mute |
This feature has no effect on an external speakerphone attached to your telephone.
Press <Mute>.
The red light next to <Mute> goes on.
The other person cannot hear you.
When you are ready to resume your conversation with the other person, press <Mute> again.
The red light next to <Mute> goes off.
The other person can hear you again.
The Mute feature turns off automatically when you hang up, or switch from the speakerphone to the handset, or from the handset to the speakerphone.
Normal |
Press <Exit>.
The display shows call information for the active call appearance button.
Priority Calling |
You can access this feature with the softkeys only if the feature's abbreviation, PCall, appears on the second line of one of the feature option screens.
Press <Menu> while on-hook or off-hook, then press the softkey below PCall (if available on your display).
or, Press <Priority> while on-hook or off-hook.
or, Dial the Priority Calling code *1 while on-hook or off-hook.
{dial tone}
Dial the extension.
{ringback tone}
Wait for the called party to answer.
Press <Menu> and then the softkey below PCall (if available on your display).
or, Press <Priority>.
Wait for the called party to answer.
Reset Speakerphone |
You can adjust the speakerphone to the surrounding room acoustics to provide optimal performance. Use the Reset Speakerphone feature in the following ways:
Whenever you move your telephone to another place (even in the same room)
Whenever the red light next to <Speaker> is fluttering
You can initiate the Reset Speakerphone feature when your handset is on-hook, or during a call in which you are using the built-in speakerphone. (If a call is in progress, you will not hear the tones, and the new speakerphone adjustment is reset for only the duration of that call.)
Remember that you can use the Reset Speakerphone feature only if your telephone is set for the Speakerphone feature (as opposed to the Speaker feature).
When you first power up the telephone, the following display appears.
PLEASE RESET SPKR. Begin Cancel
Press the softkey below Begin to reset the speakerphone.
If you press the softkey below Begin, the display shows the following timed screen:
OPTIMIZING PERFORMANCE OF The SPEAKERPHONE
You hear a set of rising tones as the speakerphone adjusts itself to the surrounding acoustical environment. These tones are automatic. No user response is required.
Press <Shift> while on-hook.
The red light next to <Shift> goes on steadily.
Press <Speaker>.
The red light next to <Shift> goes off.
The red light next to <Speaker> blinks.
You hear a series of tones as the speakerphone performs an acoustic test of the environment.
The display shows:
OPTIMIZING PERFORMANCE OF The SPEAKERPHONE
When the tones stop, your built-in speakerphone is ready for use.
Ringer Volume |
To raise the volume, press the right half of the Volume control button. To lower the volume, press the left half of the Volume control button.
The display shows:
RINGER L >>>>> H
On the display, one arrow indicates the lowest setting, and eight arrows indicate the highest setting.
One full ring cycle sounds to demonstrate the new volume.
Select Ring |
Press <Shift>.
The red light goes on steadily.
Press <Hold>.
The red light next to <Shift> winks.
The current ringing pattern plays and repeats every four seconds.
The ringing pattern you are hearing is displayed.
SELECT RING PATTERN: 1
Continue to press (and then release) <Hold> (or press <Next> or <Prev>) to cycle through all eight ringing patterns.
When you hear the desired ringing pattern, press <Shift> again.
{confirmation tone}
Your new ringing pattern is set.
The number of the selected ringing pattern is displayed.
The red light next to <Shift> goes off.
Send All Calls |
You can access this feature with the softkeys only if the feature's abbreviation, SAC, appears on the second line of one of the feature option screens.
Press <Menu> while on-hook, then press the softkey below SAC (if available on your display).
or, Press <Send Calls> while on-hook.
or, Dial the Send All Calls code *3 while on-hook.
{confirmation tone}
Press <Menu> while on-hook, then press the softkey below SAC again (if available on your display).
or, Press <Send Calls> again while on-hook.
or, Dial the Send All Calls Cancel code #3 while on-hook.
{confirmation tone}
Speaker |
Press <Speaker>.
The red light next to <Speaker> goes on.
The red light next to <Mute> goes on.
Place a call, or access the selected feature.
Adjust the speaker volume if necessary.
To raise the volume, press the right half of the Speaker Volume control button. To lower the volume, press the left half of the Speaker Volume control button.
The display shows:
SPEAKER L >>>>> H
On the display, one arrow indicates the lowest setting, and eight arrows indicate the highest setting.
Use the following procedure if your telephone is set for the Speaker (listen-only) feature.
Pick up the handset.
The red light next to <Speaker> goes off.
The red light next to <Mute> goes off.
The speaker goes off.
Use the following procedure if your telephone is set for the Speaker (listen-only) feature.
Press <Speaker>.
The red light next to <Speaker> goes on.
The red light next to <Mute> goes on.
The speaker is active, and the handset is turned off.
Use the following procedure if your telephone is set for the Speaker (listen-only) feature.
Press <Mute>.
The red light next to <Mute> goes on.
The other person cannot hear you.
Press <Mute> again to resume speaking to the other person.
The red light next to <Mute> goes off.
The other person can hear you again.
Use the following procedure if your telephone is set for the Speaker (listen-only) feature.
Press <Speaker>.
The red light next to <Speaker> goes off.
The red light next to <Mute> goes off.
Speakerphone |
Use the following procedure if your telephone is set for the Speakerphone (listen and speak) feature.
Press <Speaker>.
The red light next to <Speaker> goes on steadily.
Place or answer a call, or access the selected feature.
Adjust the speakerphone volume if necessary.
To raise the volume, press the right half of the Volume control button. To lower the volume, press the left half of the Volume control button.
The display shows:
SPEAKER L >>>>> H
On the display, one arrow indicates the lowest setting, and eight arrows indicate the highest setting.
Use the following procedure if your telephone is set for the Speakerphone (listen and speak) feature.
Pick up the handset and talk.
The red light goes off next to <Speaker>.
Use the following procedure if your telephone is set for the Speakerphone (listen and speak) feature.
Press <Speaker>.
The red light next to <Speaker> goes on.
Hang up the handset.
Use the following procedure if your telephone is set for the Speakerphone (listen and speak) feature.
Press <Mute>.
The red light next to <Mute> goes on.
The other person cannot hear you.
Press <Mute> again to resume speaking to the other person.
The red light next to <Mute> goes off.
The other person can hear you again.
Use the following procedure if your telephone is set for the Speakerphone (listen and speak) feature.
Press <Speaker> again to hang up.
The red light next to <Speaker> goes off.
Stored Number |
You can access this feature with the softkeys only if the feature's abbreviation, View, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below View (if available on your display).
or, Press <Stored>.
Press the selected <AD xxxxx> button.
The stored number is displayed.
To return to normal display, press <Exit> or return to Step 2 to see another stored number.
Press <Menu> and then the softkey below View (if available on your display).
or, Press <Stored>.
Press the selected <Pers List>, <Grp List>, or <Sys List>.
or, Dial the appropriate Abbreviated Dialing List code:
List 1 #7
List 2 #8
List 3 #9
Dial the selected list item (1, 2, 3...).
The stored number is displayed.
To return to normal display, press <Exit> or return to Step 2 to see another stored number.
Press <Menu> and then the softkey below View (if available on your display).
or, Press <Stored>.
Press the softkey below Last (if available on your display).
or, Press <LastDialed>.
or, Dial the Last Number Dialed code *9.
Test |
Press and hold <Test> while on-hook or off-hook.
The green light next to <Test> goes on.
The lights go on steadily in four groups, and all the display segments fill in.
To end the test, release <Test>.
The lights return to their pretest state.
The green light next to <Test> goes off.
Time/Date |
You can access this feature with the softkeys only if the feature's abbreviation, TmDay, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below TmDay (if available on your display).
or, Press <Date/Time>.
The display returns to Normal Mode after a few seconds.
Timer |
You can access this feature with the softkeys only if the feature name, Timer, appears on the second line of one of the feature option screens.
Press <Menu> and then the softkey below Timer (if available on your display).
or, Press <Timer>.
The display shows the elapsed time.
To stop the timer and clear the display, press <Menu> and then the softkey below Timer again (if available on your display).
or, Press <Timer> again.
The elapsed time is displayed on the screen for about four seconds and then disappears.
Transfer |
Press <Transfer>.
{dial tone}
The present call is put on hold.
The green light flutters.
You are given a new call appearance button.
Dial the number to which the call is to be transferred.
{ringback tone}
Remain on the line and announce the call. If the line is busy or there is no answer, return to the call on hold by pressing its call appearance button.
Press <Transfer> again.
The call is sent to the dialed number.
Hang up.
Ringing tones are produced by an incoming call. Feedback tones are those which you hear through the handset or the speaker.
1 ring - A call from another extension.
2 rings - A call from outside or from the attendant.
3 rings - A priority call from another extension, or from an Automatic Callback call you placed.
ring-ping (half ring) - A call redirected from your telephone to another because Send All Calls or Call Forwarding All Calls is active.
busy signal - A low-pitched tone repeated 60 times a minute; indicates the number dialed is in use.
call waiting tone - One, two, or three beeps of high-pitched tone, not repeated; indicates an incoming call is waiting to be answered. Number of beeps designates the source: one for an internal call, two for an outside or attendant call, three for a priority call.
call waiting ringback tone - A ringback tone with a lower-pitched signal at the end; indicates that the extension called is busy, but the called party has been given a call waiting tone.
confirmation tone - Three short bursts of tone; indicates a feature activation or cancellation has been accepted. When you have finished selecting a ringing pattern for your telephone, you hear two rising tones.
coverage tone - One short burst of tone; indicates your call will be sent to another extension to be answered by a covering user.
dial tone - A continuous tone; indicates dialing can begin.
intercept/time-out tone - An alternating high and low tone; indicates a dialing error, a denial of the service requested, or a failure to dial within a preset interval (usually 10 seconds) after lifting the handset or dialing the previous digit.
local error tone - A steady low tone; indicates an incorrect button press.
recall dial tone - Three short bursts of tone followed by a steady dial tone; indicates the feature request has been accepted and dialing can begin.
reorder tone - A fast busy tone repeated 120 times a minute; indicates all trunks are busy.
ringback tone - A low-pitched tone repeated 15 times a minute; indicates the telephone dialed is being rung.
speakerphone reset tones - A rising set of tones; indicates that the speakerphone is adjusting itself to the surrounding room acoustics.
Problem | Solution |
| A feature does not work as noted in this guide. |
|
| There is no dial tone. |
|
| The telephone does not ring. |
|
| The lights do not go on next to the buttons. |
|
activate
To begin or turn on the operation of a feature.
attendant
The person who handles incoming and outgoing calls at the main telephone console.
AUDIX
Audio Information Exchange, an optional voice mail and message service that provides coverage for calls to you by recording callers' messages and reporting Leave Word Calling messages.
call appearance button
A button used exclusively to place, receive, or hold calls. It has an assigned extension number and is equipped with a red in-use light and a green status light.
console permission
The authorization (from your system manager) to initiate Call Forwarding All Calls for an extension other than your own.
coverage
Automatic redirection of calls from an unanswered phone to another phone. Redirection could be to the extension of a receptionist, secretary, co-worker, AUDIX, or message center. A person who provides coverage is a covering user.
DEFINITY Communications System Generic 1 and Generic 3
DEFINITY Communications System Generic 1 and Generic 3 and System 75 are communications systems which transmit and receive voice and data signals for all communications equipment in a network.
dial pad
The 12 pushbuttons that you use to dial a number and access features.
enhanced list
One of the four types of Abbreviated Dialing lists; programmable only by the system manager. Contains phone numbers useful to all system members, and stores each of those numbers as a 1-, 2-, or 3-digit list item.
extension
A dialing number of 1 to 5 digits assigned to each phone connected to a DEFINITY Communications System Generic 1, Generic 3, or a System 75.
feature
A special function or service, such as Conference, Hold, Send All Calls, etc.
feature code
A dial code of 1, 2, or 3 digits, which you use to activate or cancel the operation of a feature.
group list
One of the four types of Abbreviated Dialing lists; programmable only by the system manager. Contains phone numbers useful to members of a specific group, and stores each of those numbers as a 2-digit list item.
handset
The handheld part of the telephone that you pick up, talk into, and listen from. This is sometimes called the "receiver".
message retriever
A person authorized by the system manager to retrieve messages for other users.
off-hook
When the handset is removed from the cradle (for example, when you lift the handset to place or answer a call).
on-hook
When the handset is left on the cradle (for example, when you use the speakerphone).
party
A person who places or answers a call.
personal list
One of the four types of Abbreviated Dialing lists; programmable by the system manager or by you, the user. Contains phone numbers of your choice, and stores each of them as a single-digit list item.
personal list item
One of the 10 available slots on an Abbreviated Dialing personal list. The first nine personal list items are given digits 1 to 9, with 0 for the tenth item.
pickup group
A group of telephone users who can answer calls for each other through the Call Pickup feature. Group members are determined by the system manager and are usually located in the same work area or perform similar job functions.
priority call
An important or urgent call that sends a special 3-burst ring.
program/reprogram
To use your dial pad to assign a phone number to a personal list item or an <AD xxxxx> button for Abbreviated Dialing.
retrieve
To collect phone messages with the Message Retrieval or Voice Message Retrieval features. (Also, with Call Park, to resume a call from an extension other than the one where the call was first parked.)
ringer
The device that produces the electronic ringing sound in your telephone.
stored number
A phone number which has been programmed and stored as a 1-, 2-, or 3-digit list item for use with Abbreviated Dialing. It can be a complete or partial phone number, an extension number, or a trunk or feature code. Once programmed, a number can be accessed by first dialing the list, then the list item digit(s) under which it is stored; if the number is stored on an <AD xxxxx> button, the number can be accessed by simply pressing that button.
switch
The device which makes connections for all voice and data calls for a network, and also contains software for features. Also known as a system, switching system, or ECS (Enterprise Communications Server). (Your switch is an Avaya DEFINITY Communications System Generic 1, Generic 3, or System 75.)
system list
One of the four types of Abbreviated Dialing lists; programmable only by the system manager. Contains phone numbers helpful to all system users, and stores each of those numbers as a 2-digit list item.
system manager
The person responsible for specifying and managing the operation of features for all the voice and data equipment in your network.
System 75
System 75, DEFINITY Communications System Generic 1, and Generic 3 are communications systems which transmit and receive voice and data signals for all communications equipment in a network.
trunk
A telecommunications channel between your switch and the local or long distance calling network. Trunks of the same kind connecting to the same end points are assigned to the same trunk group.
trunk code
A dial code of 1, 2, or 3 digits which you dial to access a trunk group to place an outside call.
|
Feature |
Code |
|
Abbreviated Dialing List #1 |
#7 |
|
Abbreviated Dialing List #2 |
#8 |
|
Abbreviated Dialing List #3 |
#9 |
|
ACD Add Skill |
|
|
ACD Auto-In |
|
|
ACD Login |
|
|
ACD Logout |
|
|
ACD Manual-In |
|
|
ACD Remove Skill |
|
|
Answer Back |
#6 |
|
Call Forward |
*2 |
|
Call Forward Cancel |
#2 |
|
Call Park |
*6 |
|
Call Pickup |
*7 |
|
Last Number Dialed |
*9 |
|
Leave Word Calling |
*4 |
|
Leave Word Calling Cancel |
#4 |
|
Priority Calling |
*1 |
|
Program |
*0 |
|
Send All Calls |
*3 |
|
Send All Calls Cancel |
#3 |