Avaya 2060 INDEX 9.1, 2030 INDEX 9.1, 2050 INDEX 9.1 User Manual

INDeX 9.1

2030/50/60

38DHB0002UKCL - Issue 5 (12/00)

Page 2 – Introduction

Contents

Introduction ............................................................................... 3

Display Phone Features ............................................................ 4

Making Calls.............................................................................. 6

Speed Dials............................................................................... 9

PIN & Account Codes.............................................................. 10

Busy or Unanswered ............................................................... 11

Actions During a Call............................................................... 13

Answering Calls....................................................................... 15

Transfer, Park & Hold Calls..................................................... 17

Diverting Calls ......................................................................... 19

DSS Keys................................................................................ 21

Interruptions During a Call....................................................... 23

ACD Working .......................................................................... 24

Manager-Secretary Working.................................................... 25

Manager-Secretary Setup ....................................................... 27

Ringer Controls ....................................................................... 29

Other Features ........................................................................ 31

Phone Settings........................................................................ 33

Voice Manager ........................................................................ 35

System Manager Phones ........................................................ 37

Good Phone Usage................................................................. 39

Glossary .................................................................................. 40

Index ....................................................................................... 41

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Introduction

Using This Guide

This guide is for INDeX 2030, 2050 and 2060 telephones used on
the INDeX telephone system operating under Software Release 9.1.

To check the Software Release of your system, press ANSWER
RELEASE and then PROGRAM (see page 14). The phone displays
the Software Release. Cancel the display by pressing ANSWER
RELEASE again.

• 2060 Telephone Software

This guide covers the normal telephone functions of the 2060
telephone. Details of using its TAPI driver with software on your
PC is covered by a separate 2060 Software Addendum.

What Features Can I Use?

This guide covers all the features supported by the INDeX 2030,
2050 and 2060 phones. However, your phone may not be enabled to
use all of the features available. If you are unsure which features you
can use, contact your System Manager.

Introduction – Page 3

Further Help

• Network Features:

Your phone system may be part of a network linking several sites.
Where possible, it treats network calls as internal calls and offers
the same features. However, this depends on the type of network
link and type of system at the other end of the link. Some links
may be to non-INDeX telephone systems.

In all instances, first seek help from your System Manager. They will
seek further assistance from your system's Maintainer if necessary.

• System Manager:

• on Extension:

This guide is also available in several computer formats (e.g.
Windows Help, Adobe Acrobat). Contact your System Manager to

obtain copies or download them from our internet site
(http://www.sdxplc.com).

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 4 – Display Phone Features

y

Display Phone Features

Introduction to Display Phones

The diagram shows the main features of a display phone; the term
covers INDeX 2030, 2050 and 2060 phones.

Handset Rest Tags

(Beneath Handset)

Lamp

(Beneath Handset)

Speaker

Handset

• 2060: Phone with handsfree operation, DSS keys and BLF status

lamps (see page 21). A serial socket and cable for connection to a
PC is also included. Use of the 2060 software is covered by a
separate 2060 Software Addendum.

• 2050: Similar to 2060 but without a serial socket.

• 2030: Similar to 2050 but without BLF status lamps.

Using the SCROLL Key

Sometimes there are more options available than the phone can
display. When this happens, a -symbol appears next to the
SCROLL key. Press SCROLL to display the other options.

Similarly, the phone display changes during calls and according to
your own customisation. A -symbol next to a display key indicates
an option you can use by pressing that key. Thus this guide cannot
always detail when you would have to press the SCROLL key to
access a function.

Dialling
Keys

Microphone

BLF Lamps
(Not 2030)

DSS
Ke

Display
Keys

s

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Display Phone Features – Page 5

On-Hook Dialling, Speaker & Answer Release

On all INDeX telephones you can both dial and hear the call
progress without using the handset (known as "on-hook dialling").

When answered, you can continue the call without using the
handset, ie. handsfree. You can switch between handsfree and
handset working during a call.

Pressing the ANSWER RELEASE key has the same effect as lifting
or replacing the handset.

Tones & Ringing

The phone uses various tones and rings to indicate events. A sample
of these appears below. You can alter the ringer volume, sound,
switch it on/off, etc. (see page 28).

Incoming Calls:

• Repeated Single Ring: Internal call.

• Repeated Double Ring: External call.

• Repeated Triple Ring: System or personal alarm.

The Phone Lamp

• Single Tone: Page call (see page 15).
During Calls:

• Repeated Double Pip: You have set a camp on (see page 12).

• Repeated Single Pip: Another extension is about to intrude or

has intruded on your call.

Making Calls:

• Dial Tone: Dial number.

• Broken Dial Tone: Phone on divert or no calls (see page 19).

• Repeated Tone: Busy number (see page 11).

• Triple Tone: Call diverting to external number.

• Continuous Tone: Number called unobtainable or set to no calls.

Phone locked or barred.

The phone uses its lamp (above the SPEAKER key) to show calls
and messages.

Fast Flashing Lamp: Call Waiting, see page 23.

Lamp On: Message, see page 15.

Repeating Double Flash: External call.

Repeating Single Flash: Internal call.

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Page 6 – Making Calls

Making Calls

Notes on Making Calls

When making calls, the display shows details about call progress. It
also shows messages if you cannot make the call.

• Call barring:

The system can bar you from dialling particular numbers or types
of number (e.g. national, international). Typically call barring
increases when a phone goes into night service (when it displays
a symbol). It also changes according to time, date and day of
the week. As the call barring settings vary for each site, this guide
cannot fully detail their effect.

Making Internal Calls

During the call, the display shows the call progress. You can also
make calls using the INDeX Directory feature (see Making Calls
from the INDeX Directory below) or DSS keys (see page 21 & page

25 ).

To dial an internal call:

1. Dial the extension number. A triple-tone means that extension is
diverting calls to an external number.

2. If unanswered, your phone provides options to wait or notify the
extension (see page 11).

3. If answered, use the handset or work handsfree.

Making a Page Call

You can page any INDeX phone or group. They hear the call without
doing anything though you cannot hear them. They can also turn the
page into a normal call (see page 15). If the phone paged is diverting
calls, the page also diverts (except group pages).

To page an extension or group:

1. Press PAGE. Your phone displays PAGING.

2. Pickup the handset or talk handsfree.

3. Dial the number or press a DSS key (see page 21).

4. If busy or unavailable, the display shows options to wait or leave a
message (see page 11).

• If your phone displays a ••••RINGER option then the called

extension is set to automatically connect internal calls. Press

•RINGER to send a reminder ring if no one has answered the
call.

5. Speak and then press ANSWER RELEASE.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Making External Calls

The system may apply call barring to some or all external numbers.
You can also lock your phone (see page 34) or bar it by wrong
passcode entry (see page 33).

To dial an external call:

1. Dial 9 to get an external line. Your System Manager will inform
you if you need to dial a different number.

• If "ENTER ACCOUNT" appears, see page 10.

• If "ENTER PIN" appears, see page 10.

2. Dial the external telephone number.

• If "CALL BARRED" appears check with your system

manager.

3. When answered, use the handset or work handsfree.

Redialling External Numbers

You can redial the last external number dialled, select from one of
the last five external numbers dialled or save the last external
number dialled.

Making Calls – Page 7

To redial the last external number used:

1. Press REDIAL to repeat the last external number used (including
speed dials).

To save the last external number used:

1. Whilst making an external call, press ••••SAVE. This stops the
number being removed as you make further external calls until
you choose to press •DELETE. The dialled numbers facility stores
five numbers maximum including saved numbers.

To redial one of the last five external numbers used:

1. Press SPEED DIAL and then ••••DIALLED and select from the last
five external calls (move between them by pressing the lower left
and right •••• symbols). When the number you require is shown
press ••••CALL

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 8 – Making Calls

Making Calls from the INDeX Directory

Using the INDeX Directory, your phone can display a selected entry
from an index of either extensions or speed dial names plus their
numbers. There are two methods of selecting entries of names and
numbers from the INDeX Directory:

• By Alpha Group

• By Dial by Name

In addition, the INDeX Directory entries can be sorted either by 1
name or by last name. The particular method used and 1st or last
name search is selected by your System Manager. Consult your
System Manager for which method is available to you and if the
sorting is by 1

To make a call using an Alpha Group search of the INDeX:

1. Press INDeX for an internal call or SPEED DIAL and then

INDeX for an external number.

2. Press the key matching the 1st letter of the name you want.
For example, to display the L Alpha Group, press the JKL key 3
times. The INDeX System displays the 1st name beginning with L
from it's Directory entries.

stt

or last name.

st

• To move through the names beginning with L, press the -

keys on the right and left of the current name.

• To skip forward 10 names, press SKIP.

• To select another letter, press a letter key.

3. To dial the name/number shown, press CALL, otherwise to exit
the INDeX Directory, press ANSWER RELEASE.

To make a call using Dial by Name search of the INDeX:

1. Press INDeX for an internal call or SPEED DIAL and then

INDeX for an external number.

2. Press the key matching the 1st letter of the Name you want.
For example, to find the name SMITH press the PRS key.

3. The INDeX System begins searching it's Directory on the first
press and will display the 1st name/number immediately, in this
example a name beginning with P. You can either:

• Continue dialling the letters of the name, e.g. MNO, then GHI,

etc. until the required name (SMITH) is displayed OR.

• Press CYCLE to move onto the next alpha group of the PRS

key, e.g. a name beginning with R. To move through the
names beginning with R, press the -keys on the right and left
of the current name.

• To select the next letter of the alpha group of the PRS key,

press CYCLE again.

• If NO MATCH is displayed, press PREVIOUS to go back one

step or press ANSWER RELEASE to cancel.

4. To dial the name/number shown, press CALL, otherwise to exit
the INDeX Directory, press ANSWER RELEASE.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Speed Dials

Using Speed Dials

The system can store external numbers as speed dials.

• System speed dials: Ask your System Manager for a list (note
that call barring may still apply).

• Personal speed dials: Your phone can also store up to 10 speed
dials for your own use (see below).

To dial a system speed dial by name:

1. Use the INDeX feature (see page 8).

To dial a speed dial:

1. Press SPEED DIAL.

Speed Dials – Page 9

• To select a personal speed dial : Press OWN and dial the

personal speed dial store number (0 to 9) or press the
matching DSS key (the DSS keys match personal speed dials
1 to 8 (1 at the top)).

• To select a system speed dial by number : Press

SYSTEM and dial the store number (100 to 899 and 9000 to

9999).

• To select a system speed dial by name : Press INDeX. To

enter the name see page 8.

• To select from recently dialled numbers : Press

DIALLED. See "Redialling External Numbers" on page 7.

• If "ENTER ACCOUNT" appears, see page 10.

• If "ENTER PIN" appears, see page 10.

2. Continue as for a normal external call (see page 6).

Storing Personal Speed Dials

To store a personal speed dial:

1. Press PROGRAM and then SPEED DIAL.

2. Enter the phone's passcode (see page 33).

3. The display shows 0-9 OR DSS KEY. Press the number (0 to 9)
or DSS key under which you want to store the speed dial.
Note: DSS key 1 matches personal speed dial number number 1,
DSS key 2 matches personal speed dial number number 2, etc.

4. The display shows the current stored number (if set). Press

DELETE and dial the number.

• If external, prefix 9 to the number, this is the normal number to

seize an external line. Your System Manager will inform you if
you have to add a different prefix before external numbers.

5. When finished, press DONE.

6. Select another store or press PROGRAM to finish.

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Page 10 – PIN & Account Codes

PIN & Account Codes

If ENTER ACCOUNT Appears

If ENTER ACCOUNT appears when making an external call, you
must enter an account code to continue. The system checks this
against its list of codes before allowing the call.

To enter an account code at any time during a call, see page 13.

To enter a forced account code:

1. Dial the account code. If you make a mistake, press DELETE to
delete the last digit entered.

2. When you have entered the full code, press DONE.

3. If the system does not recognise the code it displays REENTER
ACCOUNT. Repeat the entry or end the call.

4. If the code is recognised, your call can continue.

If ENTER PIN Appears

If ENTER PIN appears when making an external call, you must enter
a PIN code to continue. When used, the PIN code's call barring
settings override those of the phone from which you dial. The system
checks the code against its list of codes before allowing the call.

Roaming PIN's

To enter a forced PIN code:

1. Dial your PIN code. If you make a mistake, press DELETE to
delete the last digit entered.

2. When you have entered your PIN code, press DONE.

3. If the system does not recognise the code it gives a constant tone.
End your call attempt.

4. If the code is recognised, your call can continue.

When you use a PIN code, its settings override those of the phone
from which you dial. Note however that the system prefixes digits to
force the call externally.

To use a roaming PIN:

1. Press # and enter your PIN code. If you make a mistake, press

DELETE to delete the last digit entered.

2. When you have entered your PIN code, press DONE.

3. If the system does not recognise the code, your phone gives a
constant tone. End your call attempt.

4. If the code is recognised, your call can continue.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Busy or Unanswered

Options If Busy or Unanswered

Your phone provides several methods for contacting an extension
that is busy, not answering or set to no calls. These options work for
normal, page and diverted calls.

• Leave a Message: Lights the lamp of the extension called. It also
stores your number as a message to reply. If your system has a
Voice Manager attached, you can record a voice message instead
(see page 36).

• Callback: Rings your phone when the extension called becomes
free or is next used.

• Camp On: Flashes the extension's lamp to warn that you are
waiting. It also stops other calls interrupting you.

• Intrude: Forces the other extension's call into a conference with
you (not available to all phones).

• Monitor: Allows you to hear the other call without interrupting it
(not available to all phones).

Busy or Unanswered – Page 11

Arrange a Callback

If the extension you call is busy or just rings, you can set a callback.
When that extension becomes free or is next used, your phone rings.
If you answer, the other extension rings. After setting a callback you
can make other calls, it will not take place while you are busy. You
can only arrange one callback at any time.

The Ringer Timeout sets how long a callback rings your extension
before it cancels (see page 30). The system also cancels any
callbacks that have not taken place after a set period (normally 2
hours).

To arrange a Callback:

1. Press CALLBACK (the option does not appear if you already
have a callback set).

2. The system ends the call.

3. Your phone shows CALLBACK.

To clear the Call Back:

1. Press CALLBACK again

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 12 – Busy or Unanswered

Leave a Message

You can leave your extension number as a message for someone to
call you (see page 15). If their extension has a message lamp, it
lights (supported INDeX phones). If your call is diverted, the
message goes to the extension you first called.

To leave a message:

1. Press MESSAGE. Your call ends unless the extension called

Camp On and Wait

If the extension you call is busy, you can 'camp on' and wait. This
flashes the lamp on the busy extension and if it has a suitable
display, shows your name, number and CALL WAITING. While
camped on your phone gives regular pips and you cannot make or
receive other calls.

To Camp On to a busy extension:

1. Press CAMP ON.

2. To replace the handset without cancelling the camp on, press

has already reached its limit of stored messages.

SPEAKER first.

Intrude

Monitoring a Call

3. To end the camp on, press ANSWER RELEASE or replace the
handset.

If your phone can intrude, an INTRUDE option appears when
calling a busy extension. Your System Manager controls which
extensions can intrude and be intruded on.

To intrude on a call:

1. Press INTRUDE.

2. There is a short delay during which you and the other parties hear
several short pips.

3. After the intrusion, the system gives regular pips.

Silent monitoring lets you listen to another call without being heard.
Note that there are restrictions on who can use this function (contact
your System Maintainer). If your phone can use silent monitoring, a

LISTEN option appears.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Actions During a Call

Changing the Call Volume

You can change the caller volume during a call. The phone has
separate volume levels for both the speaker and the handset.

To change the call volume:

1. During a call, press VOLUME (To change volume without
making a call, just lift the handset or press ANSWER RELEASE
first).

2. A slider appears. Adjusts this using the -keys on its left (softer)
and right (louder).

3. When finished, press DONE.

Switching to Handsfree

You can switch between handsfree (speaker) and handset operation
without interrupting the call.

Actions During a Call – Page 13

To switch from the handset to speaker:

1. Press SPEAKER. You can now replace the handset without
ending the call.

Muting Calls

You can stop the caller from hearing you if necessary. This feature
works for both handsfree and handset calls.

To switch mute on/off:

1. Press MUTE. The -symbol disappears when muted.

Adding Voluntary Account Codes

You can enter an account code during any external call. If the
system records the call on its call log, it includes the account code.
The system checks the code against its list of valid codes (ask your
System Manager for a copy).

To enter a voluntary account code:

1. During the call, press ACCOUNT.

2. Enter an account code. If you make a mistake, press DELETE to
delete the last digit entered.

3. When you have entered the full code, press DONE.

4. If the system does not recognise the code, the phone displays
RE-ENTER ACCOUNT.

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Page 14 – Actions During a Call

Software Release

Occasionally you may need to talk to someone for support about
your phone or phone system. It may be useful to tell that person
what software your phone system uses.

To display the software release:

1. During a call, press PROGRAM, the phone displays the software
installed on your system. To do this without making a call, just
press ANSWER RELEASE first.

2. Press SCROLL to return to the normal display.

Create a Conference Call

External Lines:

If your exchange uses digital lines, you can conference several of
these with internal parties. However, if your exchange uses any other
type of line, you can only include one of those in a conference.
Check with your
System Manager.

During a call, you can add callers to create a conference (of up to 64
calls).

Recall

To start or add to a conference:

1. Press HOLD to hold your current call (or conference).

2. Call the new person that you want in the conference.

3. If answered, ask if they wish to join a conference; if "yes" press

CONFER, if "no" press HOLD.

4. If unanswered, press HOLD to retrieve to the first call.

To exit the conference:

1. Press ANSWER RELEASE or replace the handset.

To park all the conference parties:

1. Press PARK (see page 18).

To split a 3-way conference:

1. Press SPLIT to hold one caller and connect the other.

2. To switch between calls, press HOLD.

Your phone system may connect to another phone system by a fixed
line (tie line). If this is the case, you may occasionally need to use a
'recall' (your System Manager will advise). To do this, RECALL
appears when necessary.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Answering Calls

Answering Normal Calls

When calls arrive, the display shows information about the call
before you answer. It gives a repeated double flash for external calls
or a repeated single flash for internal calls. The ringer also shows the
call type by a repeated single or double ring if on (see page 29).

To answer the call:

1. Lift the handset or press ANSWER RELEASE.

Answering a Page Call

When someone pages your phone (see page 6) or a group to which
it belongs (your phone does not have to be in group), the system
connects the page after giving a tone. You can hear the page but
they cannot hear you. The display shows PAGING and the pager's
number. If you answer a page it turns into a normal call.

To answer a page:

1. Press ANSWER/RELEASE and then pickup the handset or
continue the call handsfree. Note that this feature can be switched
off for the whole system.

Answering Calls – Page 15

Answering a Message

Other extensions can leave their number on your phone (see page

12). Your phone can store several messages. It shows CALL FOR

MESSAGE, the caller's number and the lamp comes on. The
exceptions are:

• If your own number appears, this indicates an alarm (see page

16).

• If "Message From Voice Mail" appears, this indicates voice mail

(see page 35).

To answer or cancel a message:

• To view any other message, press NEXT if shown.

• To call the extension, press CALL.

• To clear the message, press CANCEL.

• At the last message, press AGAIN to repeat the list.

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Page 16 – Answering Calls

Alarms - Triple Ring, Music or Recorded Message

You can set a personal alarm to ring your phone (see page 31). The
System Manager can also set system alarms to call a group to which
you belong (your phone does not have to be in group). In both
cases, the alarm can consist of ringing, music or a recording plus a
displayed message.

To answer an alarm:

1. Press CANCEL or ANSWER RELEASE.

Answering a Callback

You can arrange a callback from a busy or ringing extension (see
page 11). When the callback takes place, your phone displays the

call details, "CALLING" and CALLBACK. If you do not answer, the
callback cancels after a short time (see page 30).

To answer/cancel a call back:

1. To continue the callback, press ANSWER RELEASE.

2. To cancel the callback, press CALLBACK.

Answering Other Extensions - Call Pickup

You can pickup an incoming external call to any other extension
regardless of whether or not the other extension is in your group. In
addition, your extension can store a pickup group number (see
below). If an extension in your pickup group rings with an external
call, then the PICKUP option appears. You can also pickup calls
using DSS (see page 21) or Soft DSS keys (see page 25).

To show and pick up any ringing phone:

1. When you hear another extension ringing dial its number and then
press PICKUP.

To pick up calls in your pickup group:

1. Press PICKUP to show the longest ringing call.

2. Press the -symbol (if shown) opposite the name to switch
between details of the caller and called party.

3. To show other ringing phones, press NEXT (if shown).

4. To pick up the call shown, press ANSWER RELEASE.

5. To cancel the pickup display, press CANCEL.

6. To repeat the list press AGAIN.

To set the phone's pickup group:

1. Press PROGRAM and then SCROLL. Press PICKUP.

2. Enter the phone's passcode (see page 33).

3. The display shows the current pickup group (if set).

4. Press CANCEL and enter a new pickup group number.

5. Press PROGRAM to finish.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Transfer, Park & Hold Calls – Page 17

Transfer, Park & Hold Calls

Transferring Calls

You can transfer a call to an extension that is ringing or giving busy
tone. If the call waits unanswered for too long, it may recall to your
extension.

To transfer a call using hold:

1. Press HOLD to hold your current call.

2. Dial the extension to which you want to transfer the call.

• Announced transfer: Wait to be answered. If okay to

transfer, press ANSWER RELEASE. If not okay to transfer or
unanswered, press HOLD.

• Unannounced transfer: Press ANSWER RELEASE

immediately (even if you hear ringing or busy tone).

To transfer a call using dial ahead:

1. Dial the number of the other extension.

Holding Calls

2. If the display shows FREE, press ANSWER RELEASE to transfer,
otherwise press CANCEL.

To transfer an external call using park:

1. Press PARK to park the current call. Note the line number of the
call and give this to the person whom you want to unpark the call
(e.g. by calling or paging them).

Only the extension that holds a call can retrieve it unless they
transfer the call. When you hold a call, your phone shows its details
on the right of the display and the caller hears music (if installed).
You can only hold one call.

To hold a call:

1. Press HOLD (Pressing ANSWER RELEASE now or replacing the
handset parks the call, see page 18).

2. Retrieve the call by pressing HOLD again or make another call
(enquiry call) and then:

3. Press the -symbol (if shown) opposite the name to switch the
display between the current and the held call details.

• To switch between calls, press HOLD.

• To conference, press CONFER (see page 14)

• To transfer the held call, press ANSWER RELEASE.

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Page 18 – Transfer, Park & Hold Calls

Parking Calls

You can retrieve parked calls at any other extension on the system.
Your phone displays calls you parked by a flashing -symbol next to
the line number. You can park several calls simultaneously. Calls
parked and not retrieved may recall your phone a short time.

To park an external call:

1. During the call, press PARK.

To unpark calls parked at your extension:

1. Press the display key next to the flashing -symbol.

To unpark a call at another extension:

1. Dial the parked call's line number (external calls only).

Dialling Ahead

On incoming call you can display the status of another extension (or
group) without interrupting your call.

To dial ahead during a call:

1. Dial the number that you want to check.

2. The extension's status appears on the right-hand display; FREE,
BUSY or NU (Number Unobtainable).

3. Dial another number or press CANCEL.

If the extension displayed is free:

1. For an unannounced transfer, press ANSWER RELEASE.

2. To make an enquiry, press HOLD. This holds your current caller
and rings the dial ahead extension.

3. If unanswered, press HOLD to retrieve your first call.

4. If answered, either press ANSWER RELEASE to transfer your call
or press HOLD again to switch between calls.

You can set your phone to always automatically hold your current
call and ring the dial ahead number if it is free (rather than display

FREE).
To select show free or ring if free:

1. Press PROGRAM and then SCROLL. Press CALLFREE.

2. Enter the phone's passcode (see page 33).

3. To change the current setting, press CHANGE.

4. Press DONE and then press PROGRAM to finish.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Diverting Calls

Using Diverts

Your phone can store diverts for different situations, i.e. when busy,
not answering and to divert all calls. You can divert to an extension,
a speed dial or personal number (mobile, home, delegate, etc.).

• Divert on Busy: Used when your phone is on a call. When set,
callers cannot set a callback or camp on.

• Divert on No Answer: Used after a call rings your phone for a set
period (see page 30).

• Divert All: Used with the DIVERT key. When on, only the
extension to which you divert the calls can ring you.

• No Calls: Stops all calls. Callers hear continuous tone or divert to
the Divert All number if set.

• Remote forward: This feature must be permitted by the System
Manager. Allows you to remotely change your Divert All number
and switch DIVERT on/off.

Diverting Calls – Page 19

Setting the Divert Numbers

You can set diverts for when you are busy (ON BUSY), do not
answer (NO ANS.) or want to divert all calls (ALL).

To set a divert number:

1. Press PROGRAM and then DIVERT.

2. Enter your phone's passcode (see page 33).

3. Select the divert ( ON BUSY, NO ANS. or ALL).

4. The display shows the current diversion number (if set).

5. Press DELETE and then dial the new number (for ALL, you can
also press SPEED DIAL and select a system speed dial for an
external divert).

6. Press DONE and select another divert if required.

7. Press PROGRAM to finish.

Switching Divert All On/Off

Pressing DIVERT switches Divert All on or off. When on, all your
calls go to the Divert All number. That extension can call you and
transfer calls back. Switching DIVERT on cancel group or no calls.

To switch divert all on/off:

1. Press DIVERT. When on, a -appears above the key. You also
hear broken dial tone if you lift the handset or press ANSWER
RELEASE (you can still make calls).

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Page 20 – Diverting Calls

Switching No Calls On/Off

Pressing NO CALLS switches it on or off. When on, and you lift the
handset or press ANSWER RELEASE you will hear a broken dial,
but you can still make calls. How it works depends on if you have set
a Divert All number (see page 19).

• With a Divert All Set: Press NO CALLS and
symbol above the NO CALLS key stays on. All calls go to the
divert number but unlike Divert All, even that number cannot call
you. Or, press -REJECT and the -symbol above the NO
CALLS key flashes and callers hear continuous tone

• With no Divert All Set: Press NO CALLS and -REJECT. The

-symbol above the NO CALLS key flashes and callers hear

continuous tone.

Displaying an Absence Message

You can select an absence message to display on your phone. It
then also appears on any other suitable phones that calls you
(unless you have a Divert All number in use).

To select an absence message:

1. Press PROGRAM and then ABSENT.

2. Enter the phone's passcode (see page 33).

3. Press CHANGE to select a message (or CLEAR to cancel an
existing message). For just personal text, select CUSTOM. Then
press DONE.

-DIVERT. The -

Forwarding Calls

4. PERSONAL TEXT? appears. To have no personal text, press

NONE. To add some text press EDIT. Enter text as for editing

the phone name (see page 34).

5. When complete, press SET.

Forward allows you to remotely set your phone to divert. By default,
the system bars remote forwarding extensions. Contact your System
Manager to enable this feature.

To set a forward:

1. Press PROGRAM and then FORWARD.

2. The display shows FORWARD FROM ?. Enter the phone from
which to forward calls and press DONE.

3. Enter that phone's passcode (see page 33).

4. The display shows FORWARD TO ? and the phone's current
Divert All number (if set).

5. To change the forward, press CANCEL and enter the new
number for diverting all calls.

6. Press DONE and then press PROGRAM to finish.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

DSS Keys

Setting Up a DSS Key

Phones have eight DSS keys along their right-hand edge. Each can
store a line, extension or group number. They allow you to dial those
numbers in a single key press and do actions such as pickup,
unpark, etc.

You can also use DSS keys to dial personal speed dial numbers
(see page 9). In addition, certain network environments may allow
you to program remote extensions under DSS keys. Consult your
System Manager for details.

To set a DSS/BLF key directory number:

1. Press PROGRAM and then the DSS key to use.

2. Enter the phone's passcode (see page 33).

3. The display shows the current stored number (if set).

4. Press CANCEL and dial the number to store.

5. Select another DSS key or PROGRAM to finish.

DSS Keys – Page 21

Using DSS Keys

Once setup, you can use the DSS key for the following actions. You
can also use DSS keys to dial personal speed dial numbers (see
page 9).

To make internal calls:

Press the DSS key storing the extension or group number.

To make external calls:

Press the DSS key storing the line or line group number, then dial
the external number.

To pickup calls:

Press the DSS key storing the ringing extension number (fast
flashing red BLF lamp).

To unpark calls:

Press the DSS key storing the parked line number (slow flashing
green or red BLF lamp).

To make a page call:

Press PAGE and then the DSS key storing the extension or group
number.

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 22 – DSS Keys

BLF Status Lamps

The DSS keys on 2050 & 2060 phones incorporate dual-colour BLF
lamps. These show the status of the number stored under the DSS
key.

Red BLF Lamp Signals: Calls to/from other extensions.

• Slow Flash: Call on line parked at another extension.

• Fast Flash: Extension ringing.

• Solid: Extension or line busy.

Green BLF Lamp Signals: Calls to your extension.

• Slow Flash: Call on line parked at your extension.

• Fast Flash: External call ringing your extension.

• Solid: Call connected or held at your extension.

Alternate Green/Red Lamp Signal: Pilot Number.

• Slow Flash: Caller ringing pilot number.

DSS Key Label

Next to the DSS keys is a label. You can remove the label cover to
write on the card below. You can also remove the label cover under
the handset using the same method (it has a single pin hole on the
bottom edge).

To remove the label cover:

1. Insert a fine but not sharp point (e.g. end of a paper-clip) into one
pin hole. Squeeze the label to the right.

2. Repeat with the other pin hole.

3. Lift the label cover clear and remove the card insert.

To replace the label cover:

1. Replace the card insert.

2. Slide the tabs on the right-hand edge of the label cover into their
slots.

3. Bow the label cover to slip the tabs on the left-hand edge of the
label cover into their slots.

DSS Key Label Template

A template for printing DSS key labels exists. It can be used with
Word for Windows 2, 6 or 7. Contact your System Manager for a
copy of the template, alternatively you can obtain it from our internet
site (http://www.sdxplc.com).

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Interruptions During a Call – Page 23

Interruptions During a Call

Answering a Call Waiting

If during a call, CALL WAITING appears and the lamp fast flashes,
then someone has 'camped on' to your phone (see page 12). Press
the -symbol (if shown) opposite the name to switch between details
of the waiting and current call.

To answer a call waiting:

1. Park (press PARK) or end your current call.

2. The waiting call rings your phone.

Answering an Alert

If ON HOLD appears during a call, an extension with your number
set as a Soft DSS key has sent you an alert (see page 26). Press the

-symbol (if shown) opposite the name to switch between details of

the current and waiting alert call.

To switch between calls:

1. Press HOLD. Use the held call features (see page 17).

Single Pips - Intrusion

Single pips during a call indicate that another phone is about to
intrude on your call. Once they intrude, the system gives regular
reminder pips.

Please Finish Call Message

The system supports Clearcheck. "PLEASE FINISH CALL" appears
when maintenance is about to start on a part of the system your
phone is using. The message "THIS TERMINAL IS OFFLINE"
appears when maintenance is in progress.

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Page 24 – ACD Working

ACD Working

ACD on 2050/2060 Phones?

Your System Manager can provide 2050/2060 phones with some
ACD functions. ACD (Automatic Call Distribution) is a process widely
used in telesales, informal Call Centres, departmental Helpdesks,
etc. When ACD agents log on from their phone, the system
automatically starts to direct appropriate incoming calls to them if
they are free.

Starting ACD Working - Logging On

To receive ACD calls you must log on.

To Log On:

1. Press LOG ON.

2. Enter your agent number. (You may be asked to enter your
telephone's passcode.) If you make a mistake, press CANCEL
and re-enter your agent number.

3. Press DONE.

4. If not recognised or already in use, either enter your number again
or press DONE.

5. A solid -symbol above the GROUP keys indicates when you are
available to receive ACD calls.

Stopping ACD Calls Temporarily - Busy

To temporarily stop receiving ACD calls:

1. To indicate that you are at your desk but doing other work, press

GROUP. The flashing -symbol above the GROUP key indicates
'busy wrap up' to the ACD system. The system can automatically

cancel this after a short time.

2. To indicate that you are away from your desk, press NO CALLS.
The flashing -symbol above the NO CALLS key indicates 'busy
not available' to the ACD system.

3. To indicate you are ready to receive ACD calls again, press the
GROUP key. A solid -symbol above the GROUP key indicates

'ready' to the ACD system.

Finishing ACD Working - Logging Off

To Log Off:

1. Press LOG OFF.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Manager-Secretary Working – Page 25

Manager-Secretary Working

Using Soft DSS Keys

The system supports a range of functions for users who work
together, i.e. regularly call and transfer calls between each other.
This is called "Manager-Secretary working".

Soft DSS displays the name of another extension. The adjacent
display key allows you to make calls to that extension plus other
features. The display key's -symbol acts as a busy lamp to show
the extension's status.

Soft DSS has two modes. In half-line mode you can set 4 Soft DSS
keys. In full-line mode you can only set 2 keys but these can display
more details and functions.

Soft DSS Key Display

After setting up a Soft DSS key, the -symbol next to the extension's
name shows its status, e.g.

Making Calls

Off = Extension is free.

Flashing = Extension is ringing.

On = The extension is busy.

In full-line mode, the display also shows when an extension is on
DIVERT or NO CALLS.

Set to No Calls, no divert all set.

Set to No Calls, diverting to 204.

Set to Divert All, diverting to 204.

The -symbol next to the Soft DSS extension name is solid when
busy, flashes when ringing and not shown if free.

To make a call using a Soft DSS key:

1. Press the display key next to the extension name. The Soft DSS
usage setting of your phone and the phone called determine what
type of call occurs (see page 28).

2. If the extension is busy, the phone displays the same options as
for normal calls (see page 11).

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Page 26 – Manager-Secretary Working

Park Transferring Calls

During calls, full line Soft DSS keys display <-PARK next to each
name. Pressing the
your caller against that extension.

To park transfer a call:

1. Note the call's line number on the display.

2. Press the -key on the right of the Soft DSS name. The system
transfers the call and parks it at that extension.

3. Press the -key on the left of the Soft DSS name to call that
extension and announce the parked caller.

4. If the Soft DSS extension does not answer or want the call, dial
the line number to retrieve the parked call.

Alerting a Busy Extension

A solid -symbol next to a Soft DSS key means that extension is
busy. In full-line mode, you can send them an alert (only to another
display phone). This places you on hold against their extension.

-key next a <-PARK option, transfers and parks

To alert the extension:

1. Press the display key on the right of the name. The display shows
details of the extension's current call.

2. If ALERT does not appear, the extension is busy for reasons
other than a call, e.g. handset off-hook.

3. Press ALERT. The display shows HOLDING.

4. If INTRUDE appears, you can intrude on the call (see page 12).

Remotely Switching No Calls/Divert On/Off

In full-line mode, Soft DSS keys allow you to remotely switch the
extension's NO CALLS or DIVERT ALL on/off.

To switch on/off divert all or no calls:

1. Press the -key on the right of the extension name.

2. If ALERT appears the extension is busy. Press the key on the
right of the extension name again (press SCROLL if necessary
to redisplay the name).

3. Select the option to change; NOCALLS or DIVERT

4. DIVERT does not appear if the extension does not have a Divert
All number set).

5. The Soft DSS display shows the new status.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Manager-Secretary Setup – Page 27

Manager-Secretary Setup

Planning Soft DSS Keys

When setting up Soft DSS keys you must decide:

• How many Soft DSS keys do you want?
Half-line mode supports up to 4 keys. Full-line mode supports up
to 2 keys but shows more information.

• What Soft DSS key features do you want to have?
You can use half-line mode to make calls only. You can use full­line mode to make calls, send alerts, etc.

• What type of calls do you want to make/receive?
When using Soft DSS keys to make a call, the usage setting of
your phone and the phone called determines the type of call. The
possibilities are:

• Standard Call: The same as a normally dialled call.

• Page Call: The extension called hears a single tone and can

then hear you (you cannot hear them).

• Direct Call: The extension called hears a single tone and then

you can hear each other.

There are 4 usage settings (Normal, Auto Answer, Voice and
Intercom). See "Changing the Soft DSS Usage" on page 28 for how
the different usage settings interact.

Setting Up Soft DSS Keys

To clear the Soft DSS keys after setup, cancel all the set extensions

(see "Changing the Soft DSS Extensions").

To setup Soft DSS keys:

1. Press PROGRAM, SCROLL and then SOFT DSS.

2. Enter the phone's passcode (see page 33).

3. The phone shows NO SOFT DSS KEYS. Press CHANGE until
the display mode required appears, then press DONE.

4. Enter the first extension number and then press NEXT. If the
right-hand display is blank, you can enter another. If you have
entered all the extensions, press DONE.

5. Press USAGE. Press CHANGE until the setting required
appears and then press DONE.

6. Press PROGRAM to finish.

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Page 28 – Manager-Secretary Setup

Changing the Soft DSS Display Mode

The display mode sets how many Soft DSS keys you can have; 4 in
half-line mode or 2 in full-line mode. Note that if you change mode
from half-line to full-line, you lose the last two extensions entered.

To set the Soft DSS key display mode:

1. Press PROGRAM and SCROLL. Press SOFT DSS.

2. Enter the phone's passcode (see page 33).

3. Press MODE. The display shows the current mode.

4. To change mode, press CHANGE.

5. Press DONE. The display goes to extension entry.

6. Press PROGRAM to finish.

Changing the Soft DSS Extensions

The Soft DSS features only work correctly with extension numbers.
Do not set lines or groups as Soft DSS keys.

To set a Soft DSS key extension:

1. Press PROGRAM and SCROLL. Press SOFT DSS.

2. Enter the phone's passcode (see page 33).

3. Press EXTNS. to display the first number set.

• To cancel the number, press CANCEL.

• To display the next number, press NEXT.

• To enter a new number, press NEXT until the top-right

display goes blank, then enter the number.

4. Press PROGRAM to finish.

Changing the Soft DSS Usage

When using Soft DSS Keys to make a call, the usage setting of the
two phones determines the type of call that occurs (see diagram).
The phone's usage setting affects all of its Soft DSS keys. The
system treats extensions with no Soft DSS Keys as set to NORMAL

CALL.

Usage Setting Call Type Usage Setting

Normal or Auto Answer < Standard / Standard > Normal or Auto Answer

Normal < Page / Standard > Voice or Intercom

Auto Answer < Direct / Standard > Voice or Intercom

Voice < Page / Page > Voice
Voice < Page / Direct > Intercom

Intercom < Direct / Direct > Intercom

To set the soft DSS key usage:

1. Press PROGRAM and SCROLL. Press SOFT DSS.

2. Enter the phone's passcode (see page 33).

3. Press USAGE. The display shows the current setting.

4. To change the current usage, press CHANGE.

5. Press PROGRAM to finish.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Ringer Controls

Changing the Ringer Volume

While altering the volume, the phone rings.

To change the ringer volume:

1. Press PROGRAM and then RINGER.

2. Enter the phone's passcode (see page 33).

3. Press VOLUME. The display shows a slider. Adjust this using
the -keys on its left (softer) or right (louder).

4. Press PROGRAM to finish.

Changing the Ringer Sound

The ringer sound contains three tones. You can adjust the 'mix' of
these to achieve your own distinctive ring. While doing this the phone
rings.

To change the ringer sound:

1. Press PROGRAM and then RINGER.

2. Enter the phone's passcode (see page 33).

Ringer Controls – Page 29

3. Press SOUND. The display shows a slider. Adjust this using the

-keys on its left and right.

4. To select another part of the sound to adjust, press TONE. This
changes the slider to a different tone.

5. Press PROGRAM to finish.

Switching the Ringer On/Off

You can switch the ringer on or off for internal and/or external calls.
This does not affect the information displayed.

For internal calls you can also select AUTO ANSWER to connect
internal calls after giving just a single tone. This feature is sometimes
called "Splash calls".

To switch the internal or external ring on/off:

1. Press PROGRAM and then RINGER.

2. Enter the phone's passcode (see page 33).

3. Press SCROLL and then press EXTERNAL or INTERNAL.
The display shows the current setting.

4. To change the ringer mode, press CHANGE to select ON, OFF
or AUTO ANSWER (internal only).

5. Press PROGRAM to finish.

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Page 30 – Ringer Controls

Setting a Ringer Step

If a call rings unanswered, the phone can increase the volume on
each ring until it reaches its maximum. You can select several sizes
of increase step.

To set the ringer volume step size:

1. Press PROGRAM and then RINGER.

2. Enter the phone's passcode (see page 33).

3. Press STEPS. The display shows the current setting; LARGE
STEP, SMALL STEP or NO STEP (no increase).

4. To select another step size, press CHANGE.

5. Press PROGRAM to finish.

Setting the Ringer Timeout

The ringer timeout control several actions.

• Callback:
How long a callback rings you before cancelling.

• Group hunting:
How long calls to a group of which your phone is a member, ring
your phone before trying the next member.

• Divert on no answer:
How long calls ring at your phone before the system uses Divert
on No Answer if set.

To set the ringer timeout:

1. Press PROGRAM and then RINGER.

2. Enter the phone's passcode (see page 33).

3. Press TIMEOUT. The display shows the current setting.

4. Press CANCEL and enter the new timeout in seconds. The
normal value of 10 seconds is equal to 3 rings.

5. Press PROGRAM to finish.

Automatic External Call Connection

The System Manager can set 2050/2060 phones with ACD operation
into free flow mode. In this mode, the system connects external calls
automatically after just a single tone (but not transferred external
calls). After you end the call, the system waits 3 seconds before
connecting any following call.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Other Features

Personal Alarms

You can set the phone to give you an alarm call at a set time on a
particular day or type of day (e.g. weekdays). The alarm can be
normal ringing, music or a system announcement. You can also add
your own short text message. If your phone is busy at the set time,
the alarm waits until it is free.

Your System Manager can also arrange alarms. System alarms do
not wait until your phone is free. You do not have to be in group to
receive a System alarm.

To set a personal alarm:

1. Press PROGRAM and then ALARM.

2. Enter the phone's passcode (see page 33). If you have an alarm
set, CLEAR appears below the alarm time.

3. To set the alarm type: Press TYPE. Press CHANGE until the
required type of alarm appears, then press DONE.

Other Features – Page 31

4. To add or remove an alarm message:
Press MESSAGE and:

• To select no message, press NONE.

• To alter the message, press EDIT.

Enter the message text (see page 34) and then press

DONE.

5. To set the alarm time and day: Press SET. Dial the alarm time
in 24-hour clock format. Press the symbol on either side of the
day shown to select the day or days on which the alarm should
occur, then press DONE.

6. Press PROGRAM to finish programming.

To clear a personal alarm:

1. Press PROGRAM and then press ALARM.

2. Enter the phone's passcode (see page 33).

3. Press CLEAR to cancel the alarm settings.

Automatic Calls - Hotline Operation

Hotline operation allows a phone to automatically dial a number
when left off-hook for a set period. Your System Manager or
maintainer controls this feature.

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Page 32 – Other Features

Missed Calls

Group

The ••••MISSED function displays the last five unanswered external
calls to your phone. Note that this function only works for calls which
include CLI, i.e. the caller's phone number.

Press ••••MISSED and then use the lower left and right display keys to
move between details of different calls. You can recall the displayed
caller by pressing ••••CALL.

You can save a number by pressing ••••SAVE. This stops the number
being removed until you press ••••DELETE. The missed calls function
stores a maximum of five missed numbers including saved numbers.

Note that unsaved missed numbers are removed once you exit the
missed function.

Your phone can be included in a group of phones. When 'in group',
you receive calls made to the group number.

The group's type sets the order in which members ring. The types
are rotary, collective, sequential and longest waiting.

When in a group where each member rings in turn, your phone rings
for the time set by its ringer timeout (see page 30). Going into group
switches divert all or no calls off.

Hot Desking

To join/leave group:

1. Pressing the GROUP key takes your phone in or out of group.

2. When 'in group' (shown by a -symbol above the GROUP key)
you can receive calls made to the group.

3. Your System Manager can stop use of the GROUP key.

Warning:

Phones being used for ACD also have log on and log off controls
and should not be confused with phones being used for hot desking.

In some situations a phone may be shared by more than one person,
with each person having a different extension number. This is called
"hot desking".

Whilst a user is logged off, calls to them will follow their divert all
settings or are re-routed by the INDeX if they have no divert set.

To Log On:

1. If the phone is displaying NOT LOGGED ON, press either ••••LOG
ON and enter your number or ••••INDeX and select your name. You

may be asked to enter your passcode (option set by your System
Manager). See page 33 for details on entering and changing your
passcode.

2. If the phone is displaying LOG OFF, press that key first and then
perform step 1 as above.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Phone Settings

The Phone Passcode

If the phone displays ENTER PASSCODE, it expects you to dial its
four-digit passcode. The default passcode is 0000.

Wrong passcode entry can result in the phone becoming barred.
Barred phones cannot access features requiring passcode entry.
They can make external calls but only to special numbers, e.g.
Emergency numbers.

To enter the phone's passcode:

1. Dial the 4-digit passcode. If you make a mistake, press CANCEL
and restart entry.

2. If you enter the wrong number, the phone displays REENTER.
Enter the passcode again or press PROGRAM to end
programming.

3. If you enter the wrong passcode 5 times, the phone displays THIS
TERMINAL IS BARRED. To unbar your phone contact the
System Manager.

Phone Settings – Page 33

To change the phone's passcode:

1. Press PROGRAM and then SCROLL twice. Press PASS.

2. Enter the current passcode.

3. The display shows ENTER NEW CODE. Enter the new passcode
(all passcodes must be four digits).

Background Music

If your system has external Music-on-Hold installed, you may be able
to have it play when the phone is not in use. The phone's speaker
volume controls the loudness of the music (see page 13).

To switch background music on/off:

1. Press PROGRAM and then SCROLL. Press MUSIC.

2. Enter the phone's passcode (see page 33).

3. The display shows the NO MUSIC or BACKGROUND MUSIC.

4. To change the current setting press CHANGE.

5. Press DONE and then press PROGRAM to finish.

• To restart after a mistake, press CANCEL.

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Page 34 – Phone Settings

Displaying Phone Details

You can view the details of the phone's type, number and directory
name on the display.

To display the phone's details:

1. Press PROGRAM and then press SPEAKER.

2. The display shows the phone's type, number and on the bottom
line the phone's directory name.

3. Press PROGRAM to return to normal use.

Locking/Unlocking the Phone

You can lock your phone. This stops it being used to make external
calls, users hear continuous tone instead. You can still make internal
calls whilst locked.

To lock/unlock a phone:

1. Press PROGRAM and then NO CALLS.

2. Enter the phone's passcode (see page 33).

3. The phone displays the current setting.

4. To change the current setting, press CHANGE.

5. Press DONE and then press PROGRAM to finish.

Language Controls

The system allows you to select which language to use for the
phone's display.

To change the phone's display language:

1. Press PROGRAM and then SCROLL twice.

2. Press LANGUAGE.

3. Press CHANGE to select the language required or your system's
DEFAULT language.

4. Then press DONE and then press PROGRAM to finish.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Voice Manager

Listening to Voice Messages

The system can include a Voice Manager to record messages in
your own voice mailbox. You can use this by setting the Voice
Manager number as your diverts (see page 19). Remember to check
your mailbox regularly as the Voice Manager can delete messages
after set periods.

• Voice Manager Functions :
The INDeX supports a number of different Voice Managers and so
the range of options available to you may differ.

To check your mailbox:

1. Press LISTEN or VOICE and then LISTEN.

2. The display shows ENTER PASSCODE. Enter your mailbox
passcode (not your phone's passcode).

• If you make an error, press CANCEL to restart.

3. Once in your mailbox, the Voice Manager tells you how many
messages you have. Use the controls below.

Voice Manager – Page 35

To control your mailbox messages:

1. To rewind the message, press REWIND.

2. To fast forward the message, press FFWD.

3. To hear the next message, press NEXT.

4. To delete the message, press DELETE.

5. To hear the previous message, press SCROLL and

6. To find out when the message was left, press WHEN.

7. To copy the message to a mailbox, press COPY.

8. To save the message press SCROLL and then SAVE.

Using Any Phone

You can dial the Voice Manager and check your mail when away
from your desk or even out of the office. The phone you use must
have MF tone dialling with and # keys.

To access the Voice Manager:

1. If internal, dial the Voice Manager extension number.

2. If external, either dial in to your company and ask to be transfer to

3. When you hear the Voice Manager respond, press #.

4. Enter your mailbox ID. and then your mailbox password if

5. The voice manager will provide you with prompts to control the

PREVIOUS.

the Voice Manager extension or use a direct number if your
company has one set up

requested.

messages.

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 36 – Voice Manager

Changing Your Temporary Greeting

You can replace your mailbox greeting with a temporary one. The
Voice Manager will delete it during its daily housekeeping (which
normally occurs at night).

To add a temporary mailbox greeting:

1. Press VOICE and then TEMP MSG.

2. The display shows ENTER PASSCODE. Enter your mailbox
passcode.

3. Once the Voice Manager accepts your passcode, it shows

LISTEN, CHANGE, DELETE and FINISH.

4. When finished, replace the handset.

Leaving Voice Mail Messages

To leave voice messages:

1. Press VOICE and then MESSAGE.

2. The display shows DIAL EXTENSION. Enter the extension for
whom you want to leave a message.

3. Voice Manager plays the extension's mailbox name and gives a
tone. Speak your message and press FINISH.

• To check your message, press REVIEW.

• To change the message, press RERECORD.

• To send the message if okay, press SEND.

• To cancel the message, press ANSWER RELEASE.

4. If you want to leave another message, press NEXT, otherwise
replace the handset.

Modifying Your Mailbox

To modify your mailbox name, password and greeting:

1. Press VOICE and then MODIFY (if lines to the Voice Manager
are busy, the phone shows a WAIT option).

2. The display shows ENTER PASSCODE. Enter your mailbox
passcode (If you make an error, press CANCEL to restart).

3. Once the Voice Manager accepts your passcode, select the
feature you wish to change (each has options to LISTEN,

CHANGE and FINISH).

• To alter your password, select PASSWORD. Do not set an

obvious password such as 1234, 0000 or your extension
number.

• To alter your greeting, select PERM MSG.

• To alter your mailbox name, select NAME.

4. When finished, replace the handset.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

System Manager Phones – Page 37

System Manager Phones

What are System Manager Phones?

The System Manager can give special 'System Manager' status to
some display phones. Those phones can then access a set of extra
features.

Night Service

Phones and lines on the system divide into areas. Each area links to
a night service timetable. The system takes the areas in and out of
night service using those timetables. Phones with System Manager
status can manually switch areas between day and night service.

During night service, display phones show a crescent moon symbol
at the top-right. Other typical effects are:

• Lines: The system directs calls to a night desk number,

answerphone extension or Voice Manager (if installed).

• Phones: The type of external call you can make becomes

more restricted, e.g. no long distance calls.

To switch areas between Day & Night Service:

1. Press SETUP and then SERVICE.

2. To change all areas, press ALL.

3. To change a particular area, press SELECT. Enter the area and
press DONE.

4. Press CHANGE to select DAY or NIGHT SERVICE.

5. When finished press DONE.

Changing the Time

Phones with System Manager status can alter the time set on the
system and displayed on phones. The time shown is in either 12­hour or 24-hour clock format (set by the maintainer).

To set the time:

1. Press SET UP and then TIME.

2. Enter the new time in 24-hour format.

3. If entered wrongly, press CANCEL and re-enter.

4. To cancel the change press ANSWER RELEASE.

5. When finished, press DONE.

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 38 – System Manager Phones

Changing the Date

Phones with System Manager status can alter the date set on the
system and displayed on the phones. The date on phones either
displays as day:month:year or just day:month. Your System
Manager controls this feature.

To set the date:

1. Press SET UP and then DATE.

2. Enter the new date as day, month and year.

3. If entered wrongly, press CANCEL and re-enter.

4. To cancel the change and exit, press ANSWER RELEASE.

5. When finished, press DONE.

Recording ACA Messages

Phones with System Manager status can play and record the
messages used on Automatic Call Announcer (ACA) modules. Note
that while using these functions, any features that use the ACA
module will not run.

The system uses ACA modules in two ways. It plays to external
callers waiting to be answered. It also uses them for system and
personal alarms.

To play/record an ACA module:

1. Press SET UP and then ACA MSG. Dial the directory number
of the module. If the module is locked, press CHANGE to unlock
it.

2. To play the current recording: Press PLAY to start the module.
Press STOP to stop the module.

3. To select the recording source: Press SOURCE. Press

CHANGE until the source required; TERMINAL (the phone) or

INPUT FROM EXT (the control cabinet jack socket). When

selected, press DONE.

4. To record from the selected source: Press RECORD and when
the phone asks for confirmation press RECORD again. Record
the message and then press STOP.

5. When completed, press SECURE to relock the module so that it
can be used.

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Good Phone Usage

General Phone Usage

The phone provides a quick method of communication. However,
think carefully about how you use it. Your phone manner is a key
part of the company's and your image.

• Speak clearly and maintain a friendly manner.

• Position the phone within easy reach for use.

• Keep a pen and paper near the phone and use them.

• Keep a list of company and external numbers handy or use the

INDeX function (see page 8).

• If you have to talk to someone else in the office during a call,
inform the caller and then use MUTE or HOLD.

• Avoid giving your operator unnecessary work:

• Transfer callers yourself rather than via the operator.

• Keep your System Manager informed of changes in your

department, so that they can keep your pickup groups, phone
directories, etc. up to date.

Good Phone Usage – Page 39

Answering Calls

Making Calls

• Answer the phone promptly and identify yourself.

• Sound helpful and friendly.

• Get the caller's name and use it.

• Do not be bad mannered to wrong numbers, always accept the

apology. Transfer the call to the correct extension if you can.

• Listen to the caller and let them know you are listening.

• If taking a message, include your name, the callers name, date,

time and subject.

• If cut-off, wait for the original caller to call back.

• Know what you want to say, avoid rambling. If necessary, prepare

key point notes before the call.

• If you get a wrong number, always apologize, it is not the other
person's fault.

• If cut-off, call back as soon as possible.

• If an extension diverts to Voice Mail, leave a message. Do not

hold for another person unless urgent.

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 40 – Glossary

Glossary

Account Codes

A code of up to 12 digits that the system
outputs to its call log with call details. Codes
entered are checked against up to 400
stored on the system.

Area

Each extension and line on the system
belongs to one of up to 250 areas. They
then follow the night service timetable linked
to that area.

BLF

(Busy Lamp Field) Lamp which shows the
status (busy, ringing, etc.) of a particular
number. Normally associated with the
number stored under a DSS key.

Call Log

The system can log calls that match set
criteria, e.g. length, direction, line,
extension. The log includes call details such
as number, account codes, time, etc.

Camp On

A function which leaves your phone set to
ring a busy extension or line as soon as it
becomes free. Stops you receiving any
other calls in the meantime.

Collective

A group where the system rings all the free
group members at the same time.

DSS

(Direct Station Select) Keys which store line,
extension or group numbers. For use when
making calls, etc.

Longest Waiting

A group where the system rings the free
group members in order of how long they
have been free.

Manager Secretary Working

A name for functions that help one user to
make and receive calls for transfer to
another user.

Page

A one-way call which connects without
ringing and uses the speaker of the
phone(s) called. Also called a broadcast
call.

A group of phones within which you can
pickup and answer calls ringing at member
extensions.

Pilot Number

A special number used to route DDI calls on
the phone system.

PIN Code

The system stores up to 400 6-digit PIN
codes. Each has its own call barring and
phone settings. When you use a PIN, its
settings override those of the phone from
which you dial.

POT

(Plain Ordinary Telephone) Also called two­wire telephones, includes fax and answer
phones.

Rotary

A group where the system starts with the
first free group member after the last
member rung. If unanswered, the system
tries the next free member and so on.

Sequential

A group where the system rings the first free
group member, always starting from the
front of the group. If unanswered, the
system tries the next free member and
shuttles between the first two free members.

Speed Dials

Speed dials store phone numbers (and
sometimes account codes). The phone
number can then be dialled by keying the
number of the speed dial store.

Tenancy

The system divides into tenancies, each
containing different extensions and lines.
Calls between tenancies are normally not
allowed. Tenancies sub-divide into areas.

20CC Turret Terminals

Similar to the 20 Series display phones,
20CC phones are designed for headset
working in ACD (telesales) environments.

Pickup Group

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

Index

Index – Page 41

Abbreviated dialling .......... 9

ABSENT ......................... 20

ACA MSG....................... 38

ACCOUNT...................... 13

Account codes

Forced ..................... 10

Voluntary ................. 13

ACD................................ 24

ALARM ........................... 31

ALERT

Answer..................... 23

Sending an ... .......... 26

Announcement ............... 31

Answer

Alarm call................. 16

An alert .................... 23

CALL WAITING ....... 23

Callback................... 16

Messages ................ 15

Normal calls............. 15

Page ........................ 15

Auto answer.................... 29

Auto Answer (Soft DSS). 28

Background music .......... 33

Barred phone.................. 33

BLF Lamps ..................... 22

Broadcast ........... See Page

Busy camp on................. 12

Busy not available .......... 24

Busy transfer .................. 17

Busy wrap up.................. 24

Call

Barring ....................... 6

CALL............................... 15

Forward.................... 20

Hold ......................... 17

Make internal ............. 6

Park ......................... 18

Pickup...................... 16

Transfer ................... 17

Unpark ..................... 18

Using Soft DSS........ 25

Volume .................... 13

CALL FOR MESSAGE ... 15

CALL WAITING .............. 12

Answer..................... 23

CALLBACK..................... 11

Answer..................... 16

Ring timeout ............ 30

CALLFREE..................... 18

CAMP ON....................... 12

Answer..................... 23

CANCEL ......................... 16

Callback................... 16

Message.................. 15

Change

Date......................... 38

Passcode................. 33

Time......................... 37

Clearcheck ..................... 23

CONFER ........................ 14

Conference..................... 14

Split.......................... 14

Customise mailbox ......... 36

DATE.............................. 38

Dial ahead ...................... 18

DIALLED........................... 7

Directory See INDeX. See
INDeX
Display

Language................. 34

Name....................... 34

Number.................... 34

Soft DSS.................. 25

Soft DSS mode........ 28

Software release...... 14

DIVERT

Divert all on/off......... 19

No answer time........ 30

Remote on/off.......... 26

Remote set .............. 20

Set numbers ............ 19

DSS Keys ....................... 21

BLF Lamps .............. 22

Setup ....................... 21

Enquiry call..................... 17

ENTER ACCOUNT ........ 10

ENTER PASSCODE ...... 33

ENTER PIN .................... 10

Exclusive hold ................ 17

Executive intrusion ......... 12

Extension number .......... 34

EXTERNAL .................... 29

Ring on/off ............... 29

EXTNS ........................... 28

Follow me ....................... 20

Forced

Account.................... 10

Feed ........................ 30

Intrusion................... 12

PIN........................... 10

FORWARD..................... 20

Free flow......................... 30

Greeting.......................... 36

GROUP .......................... 32

Page .......................... 6

Ringing timeout........ 30

Groups............................ 32

Handsfree....................... 13

HOLD ....................... 17, 18

Common hold .......... 18

Hot desking .................... 32

Hotline operation ............ 31

INDeX............................... 8

Intercom (Soft DSS) ....... 28

INTERNAL...................... 29

Make call ................... 6

Ring on/off ............... 29

INTRUDE

Forced ..................... 12

Polite ....................... 26

Key label......................... 22

Lamp ................................ 5

Language

Dutch ....................... 34

English..................... 34

French ..................... 34

Swedish................... 34

Language: ...................... 34

Leave message.............. 12

Voice mail................ 36

Letter keys........................ 8

LISTEN........................... 12

Locking a phone............. 34

LOG OFF ....................... 24

LOG ON ......................... 24

Log on/off ....................... 32

Mailbox

Customise ............... 36

Maintenance messages . 23
Make call

Internal ...................... 6

Soft DSS.................. 25

Manners ......................... 39

MESSAGE...................... 36

Answer .................... 15

Leave....................... 12

Microphone On/Off......... 13

MISSED.......................... 32

Missed calls.................... 32

Mobile access ................ 10

MODE............................. 28

MODIFY ......................... 36

Monitor ........................... 12

MUSIC

Alarm ....................... 31

Background ............. 33

MUTE ............................. 13

Name.............................. 34

Name mailbox ................ 36

NEXT.............................. 15

Night service................... 37

NO CALLS ..................... 34

Absence messages. 20

Remote on/off.......... 26

Normal call (Soft DSS) ... 28

Not logged on................. 32

Offline messages ........... 23

PAGE

Answer .................... 15

Make.......................... 6

PARK ................. 14, 17, 18

Conference.............. 14

Park transfer............ 26

PASS.............................. 33

Passcode

Mailbox.................... 36

Phone...................... 33

Permanent greeting........ 36

Personal alarm ............... 31

Personal speed dials........ 9

Persuasive ringing.......... 30

Phone lamp ...................... 5

Phone lock ..................... 34

Phone passcode ............ 33

Phone usage .................. 39

PICKUP.......................... 16

Pickup group .................. 16

PIN codes

Forced ..................... 10

Roaming.................. 10

Play ACA module ........... 38

PLEASE FINISH CALL .. 23

Polite intrusion................ 26

Polite shutdown.............. 23

RECALL ......................... 14

Record

ACA module ............ 38

Temporary greeting . 36

REDIAL ............................ 7

Release (software) ..... 3, 14

Remote divert & no calls

switch ............................. 26

Remote forward.............. 20

RING IF FREE ............... 18

Ring inward transfer ....... 17

Ringback ........................ 11

RINGER ........................... 5

AUTO ANSWER ..... 29

On/off....................... 29

Sound...................... 29

STEP size ............... 30

TIMEOUT ................ 30

VOLUME ................. 29

Roaming PIN.................. 10

Scroll ................................ 4

SERVICE ....................... 37

SET UP .......................... 37

Setup mailbox ................ 36

SHOW FREE ................. 18

Shutdown ....................... 23

Silent monitor ................. 12

Single tone ..................... 30

SOFT DSS ..................... 27

Alerting .................... 26

Display .................... 25

Display mode .......... 28

Divert....................... 26

Extensions............... 28

Make call................. 25

No calls ................... 26

Set usage................ 28

Software level................... 3

Software release ............ 14

SOUND .......................... 29

SPEAKER ................ 13, 34

SPEED DIAL.................... 9

Splash calls.................... 29

SPLIT ............................. 14

STEPS ........................... 30

System alarm ................. 31

System Manager.............. 3

Phone status ........... 37

System speed dials.......... 9

Temporary greeting........ 36

THIS TERMINAL IS

BARRED ........................ 33

THIS TERMINAL IS

OFFLINE........................ 23

TIME............................... 37

TIMEOUT....................... 30

TMP MSG ...................... 36

Tones ......................... 5, 29

Transfer (and Park) ........ 26

Transfer calls ................. 17

Unlocking a phone ......... 34

Unpark calls ................... 18

USAGE........................... 28

Version........................... 14

Voice call (Soft DSS) ..... 28

Voice Manager

Mailbox customise .. 36
VOLUME

Call .......................... 13

Ringer...................... 29

Ringer step.............. 30

Voluntary account codes 13

Wait on busy .................. 12

38DHB0002UKCL - Issue 5 (12/00) INDeX 9.1 2030/50/60

Page 42 –

Performance figures and data quoted in this document are typical,

and must be specifically confirmed in writing by Avaya before they

become applicable to any particular order or contract. The company

reserves the right to make alterations or amendments to the detailed

specifications at its discretion. The publication of information in this

document does not imply freedom from patent or other protective

rights of Avaya, or others.

Intellectual property related to this product (including trademarks)

and registered to Lucent Technologies has been transferred or

licensed to Avaya.

This confidential document is the property of Avaya and without its

prior written consent may not be disclosed to a third party nor copied.

Any comments or suggestions regarding this document should be

sent to "[e-mail]".

© Copyright 2000 Avaya

Avaya Global SME Solutions

Sterling Court

15 - 21 Mundells

Welwyn Garden City

Hertfordshire

AL7 1LZ

England

Tel: [phone]

Fax: [phone]

Email: [e-mail]

Web: http://www.sdxplc.com

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)