Avaya 555-250-701 User Manual
2420 Digital Telephone
User’s Guide
555-250-701
Issue 2
November 2002
NOTICE
While reasonable efforts were made to ensure that the information in this
document was complete and accurate at the time of printing, Avaya Inc. can
assume no responsibility for any errors. Changes or corrections to the
information contained in this document may be incorporated into future issues.
HEARING AID COMPATIBILITY
The 2400-Series telephones are Hearing Aid Compatible (HAC) when the
Automatic Gain Control is disabled, and thus all units have “HAC” printed on
them.
YOUR RESPONSIBILITY FOR YOUR SYSTEM’S SECURITY
Avaya Inc. does not warrant that this product is immune from or will prevent
unauthorized use of common-carrier telecommunication services or facilities
accessed through or connected to it. Avaya Inc. will not be responsible for any
charges that result from such unauthorized use. Product administration to
prevent unauthorized use is your responsibility and your system manager
should read all documents provided with this product to fully understand the
features available that may reduce your risk of incurring charges.
TRADEMARKS
DEFINITY is a registered trademark of Avaya Inc.
MultiVantage is a trademark of Avaya Inc.
OBTAINING PRODUCTS
To learn more about Avaya Inc. products and to order any of these products,
access the Avaya web site at www.avaya.com.
THE “CE” MARK
If the “CE” mark is affixed to this equipment, it means that it conforms to the
European Union Electromagnetic Compatibility Directive (89/336/EEC) and the
Low Voltage Directive (73/23/EEC).
© 2002 Avaya Inc.
All Rights Reserved
Printed in USA
Contents
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Support for Call Center Users . . . . . . . . . . . . . . . . . . . . 2
Support for Optional Devices . . . . . . . . . . . . . . . . . . . . . 3
Safety Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
2420 Telephone Components . . . . . . . . . . . . . . . . . . . . . . 4
2420 Telephone User Checklist . . . . . . . . . . . . . . . . . . . . 6
The Home Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Navigating in the Home Screen Pages . . . . . . . . . . . . . 8
Call Appearance and Call Identification Displays . . . . 8
Status Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Call-Handling Features . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Getting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
The Speed Dial Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Working in the Speed Dial Screen . . . . . . . . . . . . . . . . 16
Managing Your Speed Dial List . . . . . . . . . . . . . . . . . . . . 17
Quick Access to Speed Dial Entries . . . . . . . . . . . . . . 17
Insert Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Entering Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dialing Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
The Call Log Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
The Call Log Summary Screen . . . . . . . . . . . . . . . . . . 21
Working in the Call Log Summary Screen . . . . . . . . . 22
Call Log Detail Screen . . . . . . . . . . . . . . . . . . . . . . . . . 23
Working in the Call Log Detail Screen . . . . . . . . . . . . 24
Using the Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
The Label Action Screen . . . . . . . . . . . . . . . . . . . . . . . . . 27
Working in the Label Action Screen . . . . . . . . . . . . . . 28
Managing Your Call Appearance/Feature Button
Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
The Options Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Working in the Options Screen . . . . . . . . . . . . . . . . . . 33
Selecting Personalized Options . . . . . . . . . . . . . . . . . . . 34
Using Selected Voice Features . . . . . . . . . . . . . . . . . . . . 40
iii
Using Display Features . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Tones and Their Meaning . . . . . . . . . . . . . . . . . . . . . . . . 47
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
iv
Overview
The 2420 Digital Telephone is a multi-line digital telephone for use with an
Avaya MultiVantage™ software 1.1 or later. It is designed to put convenient
features and capabilities at your fingertips, including:
•
an easy-to-read screen—that allows you to view call appearance/feature
button labels, the call log, speed dial lists, and call identifier information.
•
a flexible call appearance/feature button display—that allows you to
choose between an 8 or 12-button label format and eliminates the need
for paper button labels. Up to 24 additional call appearance/feature
buttons for your call processing system can be displayed on the optional
EU24 Expansion Module (see “Support for Optional Devices” on page 3).
•
a customizable interface—that allows you to create personal speed dial
lists, to specify the call types you want to appear in the call log, to select
the telephone ring pattern, to customize the call appearance/feature
button labels, and to choose the language displayed on your 2420
telephone.
Note: You can choose to view screen text in English, German, French,
Spanish, Italian, Dutch, Portuguese, and Japanese.
•
a programmable speed dial list—that allows you to store up to 104
entries.
•
a programmable call log—that supports up to 100 entries (including
calling party name and number, when available, for incoming calls) and
allows you to specify the call type (that is, answered or unanswered
incoming calls, and outgoing calls) that is logged.
•
customizable call appearance/feature button labels—that allow you to
change the labels for the call appearance/feature buttons programmed on
your call processing system. Up to 13 characters can be displayed for
each label.
As soon as you install the 2420 telephone, you can take advantage of these
powerful features because your telephone is instantly recognized by your call
processing system. Depending on how it is administered at the call processing
system, the 2420 telephone can also be moved to another office at your
location and begin working without interruption. There’s no need to wait for
reprogramming or technical support.
1
Support for Call Center Users
To meet the needs of those working in call centers, the 2420 telephone offers
the following:
•
Call Center Mode operation—available from the Options Screen, this
setting changes the standard display from 8 to 12 call appearance/feature
button labels. When you select this mode, the bottom line of the screen
display, which is used for softkey labels in standard mode, can contain four
more call appearance/feature buttons with shortened labels.
•
compatibility with a variety of headsets —works with one headset
directly connected to the 2420 telephone via an amplifier adapter (HIC-1)
cord. The following headsets are supported:
— Starset top H31
— Mirage top H41
— Mirage top H41N
— Supra Monaural top H51
— Supra Monaural NC top H51N
— Supra Binaural top H61
— Supra Binaural NC top H61N
— Encore Monaural Voice Tube H91
— Encore Monaural NC top H91N
— Encore Binaural Voice Tube H101
— Encore Binaural NC top H101N
— Tristar Voice Tube top H81
— Tristar Noise Canceling top H81N
— Duoset (Supra Starter) Voice Tube H141 Headband only
— Duoset (Supra Starter NC) Noise Canceling top H141N
Headband only
— Duoset (Earset Starter) Voice Tub top H141 Earhooks only
— Duoset (Earset Starter NC) Noise Canceling top H141N
Earhooks only
— Duoset (Starter Special VT) Voice Tube top H141
Headband & Earhooks
— Duoset (Starter Special NC) Noise Canceling top H141N
Headband & Earhooks
•
support for the Group Listen feature—when this feature is
programmed, you can use the handset or headset and speaker of the
2420 telephone simultaneously. While you’re assisting a customer via the
headset, your supervisor can use the speaker to listen to the
conversation. Note that the operation of this feature is affected by the
modules (if any) installed with your 2420 telephone. See “Speakerphone”
on page 12 for details.
•
recording capability (optional)—allows you to record conversations
while you are assisting a customer (requires the 20A stand and 201A
module described in “Support for Optional Devices.”)
2
Support for Optional Devices
Optional devices are available to expand the capabilities of the 2420
telephone. They include:
•
20A Stand—Every 2420 telephone comes equipped with a convertible
stand that allows you to install the 2420 telephone on your desktop or on a
wall. You must replace this convertible stand with the 20A stand if you are
using a 200A or 201A module.
•
200A Module Analog (U.S.) Adjunct Interface—This module provides
standard tip/ring capabilities, allowing you to connect analog devices
(such as a fax machine) to the 2420 telephone.
•
201A Module Recorder Interface—This module allows you to record
telephone conversations. In addition, this module allows you to use two
additional headsets via the jacks on the 20A stand.
•
EU24 Expansion Module—This module can display up to 24 additional
call appearance/feature buttons that have been programmed for your call
processing system. Buttons are displayed in two columns, with one
column displayed at a time on the EU24 screen.
For more information, see the documents that are included with each device.
Safety Information
Your 2420 telephone has been manufactured according to industry standards
for quality and safety assurance. When using your telephone, follow
recommended safety precautions to reduce the risk of fire, electric shock, and
personal injury. See the 2420 Installation and Safety Instructions that were
packaged with your telephone.
3
2420 Telephone Components
Refer to Figure 1 below to familiarize yourself with your 2420 telephone screen
display, buttons, and programmable features.
1
2
4
6
1
8
3
9
10
EXIT
SPEAKER
HEADSET
MUTE
MESSA GES
HOLD
TRANSFER
CONFERENCE
DROP
REDIAL
11
5
12
7
FIGURE 1 2420 Telephone Components
Table 1 describes the 2420 telephone components presented in Figure 1.
4
TABLE 1 The 2420 Telephone Components
The following items correspond to the numbers in Figure 1.
1) Call appearance/feature buttons
— For accessing incoming/outgoing
lines and programmed features. An
underscore indicates the currently
selected call appearance.
2) Display — This area shows the
Home, Speed Dial, Call Log, and
Options screens.
3) Softkeys — These keys allow you to
perform specific functions. The
functions available and the
corresponding softkey labels change
according to the screen displayed.
4) Exit button — Pressing this
button returns you to the first page of
the Home screen.
5) Arrow keys — Depending
on the current screen display, you can
use these keys to move between
screen pages, to cycle through Call
Log and Speed Dial entries, and to
move the cursor during data entry.
6) Message lamp — This lamp is lit
when a message has arrived in your
voice mailbox. When you set this lamp
to Visual Ring, it flashes to alert you to
incoming calls. You can retrieve
messages using the button.
7) Dialpad — Standard 12-button pad
for dialing telephone numbers.
8) Speaker button — For
accessing the built-in two-way
speakerphone. The light associated
with this button turns on when the
speakerphone is active.
9) Headset button — For
activating a headset connected to the
2420 telephone. The light associated
with this button turns on when the
headset is active.
10) Mute button — For turning
off the microphone (handset, headset,
or speaker). When the Mute feature is
active, the associated light turns on
and the person at the other end of the
call cannot hear you.
11) Volume control buttons — For
adjusting speaker, handset, headset, or
ringer volume depending on which
component is in use.
12) Call handling buttons — For call
handling activities. See “Call-Handling
Features” on page 10 for more
information.
5
2420 Telephone User Checklist
The remainder of this guide contains procedures for using specific screens,
features, and keys on the 2420 telephone. The following table directs you to
sections explaining specific activities you may want to perform.
To S ee
Understand call appearance/
feature button displays
Change call appearance/feature
button layout by enabling Call
Center mode
Handle calls (that is, answer and
make calls, hold calls, transfer
calls, redial numbers, set up
conference calls, etc.)
Understand your personal directory
vs. the call processing system
Directory feature
Create and maintain a Speed Dial
List
Make Speed Dial calls “Call-Handling Features” on page 10
Customize the labels of the call
appearance/feature buttons
Understand the Call Log Summary
and Call Detail screens
Change the default Call Log
settings
View or update information saved
in the Call Log
Make calls from the Call Log “Using the Call Log” on page 25
Retrieve voice mail messages “Getting Messages” on page 14
Check lamp and display
component status
Change default language, ring
pattern, display contrast, display
mode, visual ring settings
Erase all personalized options and
restore default settings
“The Home Screen” on page 7
“The Options Screen” on page 32
“Call-Handling Features” on page 10
“The Speed Dial Screen” on page 15
“Managing Your Speed Dial List” on
page 17
“Managing Your Call Appearance/
Feature Button Labels” on page 29
“The Call Log Screens” on page 21
“Call Log Setup” on page 35
“Using the Call Log” on page 25
“Self Test” on page 36
“Selecting Personalized Options” on
page 34
“Selecting Personalized Options” on
page 34
6
The Home Screen
The Home screen, which consists of three pages, displays the available call
appearance/feature buttons, caller ID information, the current date and time,
softkeys, and information provided by the Avaya call processing system.
In general, you use the Home screen to perform standard call handling. When
the 2420 telephone is operating in normal display mode, eight call appearance/
feature buttons are displayed on each page of the Home screen (as shown in
Figure 2).
Note: In Call Center Mode, 12 call appearance/feature button labels are
displayed on each of the first two pages of the Home Screen. Four call
appearance/feature buttons (with shortened labels) rather than softkey
labels are displayed at the bottom of pages 1 and 2. The softkey labels
are displayed on Page 3 of the Home Screen in Call Center Mode. For
information about Call Center Mode, see “Display Mode (Call Center
Mode)” on page 37.
The date and time information is provided by your call processing system. This
information is displayed below the call appearance/feature button area when
the telephone is idle.
Note: After initially plugging in a 2420 telephone or after a power outage, it
may take several minutes before the time and date appear on the
screen. If the date and time displayed are incorrect, contact your
system manager.
If you program your 2420 telephone to log new calls, the counter displaying
this number of new calls appears below the date and time. Every time you
access the Call Log Summary screen (see “The Call Log Screens” on
page 21) to view the information in the call log, the counter is reset to 0.
a 206 : Timer
b 206 : Abr Program
c 206 : Call Pickup
Directory : SendAllCalls
4:10PM 3/29/02
New Calls: 4
SpDial Log Option Label
FIGURE 2 Sample Home Screen - Page 1
7
Navigating in the Home Screen Pages
Navigating in the Home Screen Pages
To P re ss
Move to the next or previous Home
screen page
Return to Page 1 of the Home screen at any time
Access the Speed Dial screen The SpDial softkey
Access the Call Log Summary screen The Log softkey
Access the Options screen The Option softkey
Access the Label Action screen The Label softkey
or
respectively
Call Appearance and Call Identification Displays
By default, the 2420 telephone has eight call appearance/feature buttons per
screen page; 12 call appearance/feature buttons are shown on the first two
pages of the Home Screen when Call Center mode is enabled.
Beginning with the first button in the upper left corner of the 2420 telephone
and going down, the display identifies the buttons in the left column. These
buttons are considered call appearance/feature buttons 1 through 4. On the
display, these buttons are identified by default labels a, b, c, etc., where a
represents call appearance/feature button 1. The buttons in the right column
run from 5 through 8. If Call Center mode is enabled, call appearance/feature
buttons 17 through 20 (identified by default labels q, r, s, t) are also displayed
(with abbreviated labels) along the bottom of the screen.
When you receive or make calls, the available call identification information is
displayed where the date and time appear when the telephone is idle. For
example, when you dial an extension, that number is shown and then replaced
by the called party’s name and extension. The call identification information
associated with an extension is provided by the call processing system. When
a call is received from another extension, the caller’s name is shown;
when a call is received from outside, the calling number (if available),
“OUTSIDE CALL,” or a trunk identifier is shown.
One call appearance is underlined at all times. When a call arrives at the 2420
telephone, the bell icon blinks on the corresponding call appearance (see
“Status Icons” on page 9), which is underlined. After you answer the call, the
active call icon is displayed.
Note: If the call appearance is not displayed on the current Home screen
page, use
appearance.
The display remains in call handling mode until you activate one of the other
softkey features. After using any of these features, return to Page 1 of the
Home Screen by pressing .
or
to locate and answer the appropriate call
8
Status Icons
The icons displayed on the call appearance/feature buttons of your 2420
telephone are explained in the following table. These icons replace the
functionality of the green LEDs and equivalent flash rates.
Status Icons
Icon Definition
Ringing An incoming call is waiting to be answered.
See “Tones and Their Meaning” on page 47
for information about the corresponding
audio alert.
Active The call you are currently handling.
On hold A call currently on hold.
On soft hold A call put on hold during a transfer or
conference.
Feature
active
Feature
active
Feature
pending
Feature on left side of the display currently
is active.
Feature on right side of the display
currently is active.
Your request is being processed but is not
immediately available.
In addition, the following icons are displayed in certain feature-specific
applications.
Status Icons for Feature-Specific Applications
Icon Definition
Feature
status
Feature
status
Feature
status
Used by the Call Center Q Time feature.
Used by the Call Center Aux Work feature.
Used by the Call Center Service Observing
feature.
9
Call-Handling Features
The procedures in this section assume that you are performing call handling
with the Home screen displayed on the 2420 telephone. In addition to common
procedures provided in this section, refer to the Overview for the Avaya
MultiVantage™ Software (555-233-767) for alternate procedures.
Answer a call
When a call arrives at your 2420 telephone, you hear a ringing tone and a
blinking bell icon appears on the associated call appearance. In addition, call
identification information is displayed (see “Call Appearance and Call
Identification Displays” on page 8, earlier in this guide, for details).
To answer an incoming call
Do one of the following:
• If you are not active on another call, answer the call using your
handset, headset, or speakerphone (see “Speakerphone” on
page 12).
• If you are active on a call already, place the active call on hold (see
“Hold” on page 11), and then answer the incoming call.
• If the call appearance for the ringing call is not displayed on the
current Home screen page, use
pages. Use to return to Page 1 of the Home screen. When
you locate the call appearance for the ringing call, press the
corresponding call appearance button.
and
to cycle through the
Make a call
You can make calls from the 2420 telephone using a variety of methods.
To make a call manually
1. Go off hook using the handset, headset, or speaker.
2. When you hear dial tone, enter the extension or telephone number
using the dialpad.
If you are calling an external number, be sure to include the required code
(for example, “9”) to access an outside line.
To have the 2420 telephone make a call automatically
Do any of the following:
•Press to have the 2420 telephone dial the last number that
you dialed.
• Access the Call Log and initiate a call to a specific entry. See “Using
the Call Log” on page 25 for more information.
• Access the Speed Dial List in your personal directory and initiate a
call to a specific entry. See “Speed Dial” on page 11.
10
.
Speed Dial
The Speed Dial feature allows you to have the 2420 telephone automatically
dial calls to telephone numbers stored in your personal directory. See the
procedures in “Managing Your Speed Dial List” on page 17 for creating and
maintaining your personal 2420 telephone directory.
To make a call to a personal directory entry using the Speed Dial feature
1. From the Home screen, press the SpDial softkey.
The Speed Dial screen is displayed.
2. Press the button next to the entry you want to call. (If the entry you
want is not displayed on the current page, use
and
to cycle
through the entries.)
The 2420 telephone dials the number for you.
Hold
The Hold feature puts a call on hold until you can return to it.
To put a call on hold
Press .
To return to the held call
Press the call appearance button of the held call.
Note: Your system manager may have administered the Unhold feature. In
.
this case, you can return to the held call by pressing .
Redial
The Redial (or Last Number Dialed) feature automatically redials the last
extension or outside number (up to 24 digits) you dialed.
To redial the last number that you dialed
Press .
11
.
Speakerphone
The two-way built-in speakerphone allows you to make and answer calls
without lifting your handset. Keep in mind that two-way speakerphones may
not operate satisfactorily in every environment (such as in very noisy
locations).
To make or answer a call without lifting the handset, or to use the
speakerphone with any feature
1. Press .
2. Make or answer the call, or access the selected feature.
3. Adjust speakerphone volume if necessary.
To raise the volume, press the volume control button ; to lower
the volume, press the volume control button .
The display shows the volume level. (There are eight volume levels.)
If you want to make the speakerphone volume louder, you can disable
the speakerphone ACG by setting “Speaker AGC Enabled” to “No” in
the second page of the Options screen. When enabled, speakerphone
AGC automatically adjusts volume levels by increasing low signals and
decreasing high signals. If you disable the speakerphone AGC, low
volume levels will not be increased automatically. See “Working in the
Options Screen” on page 33.
To change from the speakerphone to the handset
Pick up the handset and talk.
To change from the handset to the speakerphone
1. Press .
2. Hang up the handset.
To end a speakerphone call
Press again.
To use the Group Listen feature (if administered) in which the handset
(or headset) and the speaker are active at the same time
While you are active on the handset (or headset), press .
Note: When the 201A Recorder Interface Module is installed with the 2420
telephone and administered to use the headset jacks on the 20A, you
cannot use the Group Listen feature in which the headset and speaker
are active simultaneously. In this case, you can use the handset and
the speaker.
12
.
Transfer
The Transfer feature allows you to transfer a call from your telephone to
another extension or outside number.
To transfer the current call to another extension
1. While on a call, press .
2. When you hear dial tone, dial the number to which the call is to be
transferred.
3. Do one of the following:
• To transfer the call without announcing it, press again, and
hang up.
The transfer is complete.
• To announce the call before transferring it, wait for the called party
to answer. Go to Step 4.
4. When the called party answers, announce the call.
(If the line is busy or if there is no answer, press . Then, you can
return to the held call by pressing its call appearance button.)
5. Press again and hang up to complete the transfer.
The “Transfer Completed” message is displayed.
Note: Your system manager may have administered the Transfer-on-Hang-
up feature. In this case, you can transfer a call by pressing ,
dialing the number to which the call is to be transferred, and then
hanging up. To cancel an attempted transfer, press the original call
appearance. If your system has auto-hold activated, use to
cancel a transfer so that the potential transfer recipient is not left on
hold.
13
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