Avaya IP Office 9.0, 9608, 9611G, 960L, 9621G 9600 Series User Guide

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Issue 06e - (03 February 2014)

9600 Series User Guide

IP Office 9.0

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Issue 06e (03 February 2014)IP Office 9.0

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. For full support, please see the complete document, Avaya Support Notices for Hardware Documentation, document number 03–600759. For full support, please see the complete document, Avaya Support Notices for Software Documentation, document number 03–600758. To locate this document on our website, simply go to http://www.avaya.com/support and search for the document number in the search box.

Documentation disclaimer “Documentation” means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User.

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Warranty Avaya provides a limited warranty on its hardware and Software (“Product(s)”). Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website: http://support.avaya.com. Please note that if you acquired the Product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to you by said Avaya Channel Partner and not by Avaya. “Software” means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products or pre-installed on hardware products, and any upgrades, updates, bug fixes, or modified versions.

Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”). Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users.

License type(s) Designated System(s) License (DS). End User may install and use each copy of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A “Unit” means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

Database License (DL). End User may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicates with no more than a single instance of the same database.

CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated in the order provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not reinstall or operate the Software on Server(s) with a larger performance capacity without Avaya’s prior consent and payment of an upgrade fee.

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Named User License (NU). You may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. “Named User”, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya’s sole discretion, a “Named User” may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software.

Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as “shrinkwrap” or “clickthrough” license accompanying or applicable to the Software (“Shrinkwrap License”).

Heritage Nortel Software “Heritage Nortel Software” means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009. The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http://support.avaya.com/LicenseInfo under the link “Heritage Nortel Products”. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or (in the event the applicable Documentation permits installation on non-Avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice.

Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

Virtualization Each vAppliance will have its own ordering code. Note that each instance of a vAppliance must be separately ordered. If the end user customer or Avaya channel partner would like to install two of the same type of vAppliances, then two vAppliances of that type must be ordered. Each Product has its own ordering code. Note that each instance of a Product must be separately licensed and ordered. “Instance” means one unique copy of the Software. For example, if the end user customer or Avaya channel partner would like to install two instances of the same type of Products, then two Products of that type must be ordered.

Third Party Components “Third Party Components” mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements (“Third Party Components”), which contain terms regarding the rights to use certain portions of the Software (“Third Party Terms”). Information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya’s website at: http://support.avaya.com/Copyright. You agree to the Third Party Terms for any such Third Party Components.

Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose.

Preventing Toll Fraud “Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com.

Trademarks The trademarks, logos and service marks (“Marks”) displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.

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Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com.

Contact Avaya Support See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support.

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Contents

Introduction1.

..................................................................... 111.1 Important Safety Information

..................................................................... 121.2 9608 Telephone

..................................................................... 131.3 9611 Telephone

..................................................................... 141.4 9620 Telephone

..................................................................... 151.5 9621 Telephone

..................................................................... 161.6 9630 Telephone

..................................................................... 171.7 9640 Telephone

..................................................................... 181.8 9641 Telephone

..................................................................... 191.9 9650 Telephone

..................................................................... 201.10 Button Modules

..................................................................... 211.11 Phone Keys

..................................................................... 221.12 Status Letters

..................................................................... 221.13 Touch Screen Operation

..................................................................... 221.14 The Phone Stand

Making Calls2.

..................................................................... 262.1 En-Bloc Dialing

..................................................................... 272.2 Call Soft Key Options

..................................................................... 282.3 Calling from the Contacts List

..................................................................... 282.4 Calling from the Call Log/History

..................................................................... 292.5 Redialling a Previous Number

..................................................................... 292.6 Making a Page Call

..................................................................... 292.7 Withholding Your Number

..................................................................... 302.8 Adjusting the Call Volume

..................................................................... 302.9 Muting a Call

..................................................................... 302.10 Ending Calls

Answering Calls3.

..................................................................... 333.1 Diverting a Call to Voicemail

..................................................................... 333.2 Ignoring an Incoming Call

..................................................................... 333.3 Answering a Page Call

..................................................................... 343.4 Using Call Pickup

Redialling4.

..................................................................... 364.1 Open Call Log Mode

..................................................................... 364.2 Last Dialed Mode

..................................................................... 364.3 Selecting Your Redial Mode

Holding and Parking Calls5.

..................................................................... 395.1 Holding Calls

............................................................................ 395.1.1 Holding a Call

............................................................................ 395.1.2 Taking a Call Off Hold

............................................................................ 405.1.3 Switching Between Calls

............................................................................ 405.1.4 Transferring a Held Call

..................................................................... 415.2 Parking Calls

............................................................................ 415.2.1 Parking Calls Using the Menu

............................................................................ 415.2.2 Unparking Calls (Status Menu)

Transferring Calls6.

..................................................................... 446.1 Transferring to Voicemail

..................................................................... 446.2 Transferring a Held Call

..................................................................... 456.3 Transferring a Call to Your Mobile

Account Codes7.

..................................................................... 487.1 Forced Account Code Entry

..................................................................... 487.2 Manual Account Code Entry

Conference Calls8.

..................................................................... 508.1 Starting a Conference

..................................................................... 508.2 Adding a Call to a Conference

..................................................................... 518.3 Viewing Conference Details

..................................................................... 518.4 Dropping/Muting Parties

..................................................................... 518.5 Holding a Conference Call

Headset/Handsfree Operation9.

..................................................................... 549.1 Headset Operation

............................................................................ 549.1.1 Headset Volume

............................................................................ 549.1.2 Default Handsfree Audio Path

..................................................................... 559.2 Handsfree Speaker Operation

............................................................................ 559.2.1 Speaker Volume

............................................................................ 559.2.2 Default Handsfree Audio Path

Contacts/Directory10.

..................................................................... 5810.1 Managing External Contacts

..................................................................... 5910.2 Viewing Contacts Details

..................................................................... 6010.3 Making a Call from the Directory

..................................................................... 6010.4 Using the Directory for Other Functions

..................................................................... 6110.5 Adding a New Contact

..................................................................... 6110.6 Adding a Contact from the Call Log/History

..................................................................... 6210.7 Editing a Contact

..................................................................... 6210.8 Deleting a Contact

Call History11.

..................................................................... 6511.1 Accessing the Call Log/History

..................................................................... 6511.2 Making a Call

..................................................................... 6611.3 Viewing Call Details

..................................................................... 6711.4 Deleting a Record

..................................................................... 6711.5 Deleting All Records

..................................................................... 6711.6 Adding a Record to Your Contacts

Voicemail12.

..................................................................... 7012.1 Message Waiting Indication

..................................................................... 7112.2 Visual Voice

..................................................................... 7112.3 Checking Messages

..................................................................... 7212.4 Sending a Message

..................................................................... 7212.5 Email Mode

..................................................................... 7312.6 Mailbox Greeting

..................................................................... 7412.7 Mailbox Name

..................................................................... 7412.8 Changing Your Voicemail Code

..................................................................... 7512.9 Switching Voicemail On/Off

..................................................................... 7512.10 Transferring to Voicemail

..................................................................... 7512.11 Sending a Call to Voicemail

Logging In/Out13.

..................................................................... 7913.1 Logging In

............................................................................ 7913.1.1 Logging In on a Phone Already in Use

............................................................................ 7913.1.2 Logging In on an Unregistered Phone

............................................................................ 7913.1.3 Logging In on a Not Logged In Phone

..................................................................... 8013.2 Logging Out

..................................................................... 8013.3 Locking the Phone

..................................................................... 8113.4 Auto Lock

..................................................................... 8113.5 Unlocking the Phone

..................................................................... 8113.6 Changing Your Security PIN

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Redirecting Calls14.

..................................................................... 8514.1 Follow Me

............................................................................ 8614.1.1 Follow Me To (Features Menu)

............................................................................ 8614.1.2 Follow Me (Status Menu)

............................................................................ 8614.1.3 Follow Me Here (Features Menu)

..................................................................... 8714.2 Forwarding Calls

............................................................................ 8914.2.1 Forward Unconditional (Status Menu)

............................................................................ 8914.2.2 Forward Unconditional (Features Menu)

............................................................................ 90

14.2.3 Forward On Busy/No Answer (Features Menu)

............................................................................ 9014.2.4 Forward On No Answer (Status Menu)

............................................................................ 9114.2.5 Forward On Busy (Status Menu)

..................................................................... 9214.3 Do Not Disturb

............................................................................ 9314.3.1 DND On/Off (Features Menu)

............................................................................ 9314.3.2 DND Off (Status Menu)

............................................................................ 9314.3.3 Do Not Disturb Exceptions

..................................................................... 9414.4 Twinning

............................................................................ 9414.4.1 Mobile Twinning Control

............................................................................ 9514.4.2 Transferring a Call to Your Mobile

............................................................................ 9514.4.3 Reclaiming a Twinned Call

............................................................................ 9514.4.4 Switching Twinning Off

Groups15.

..................................................................... 9915.1 Group Membership

............................................................................ 9915.1.1 Group Membership On/Off (Status Menu)

............................................................................ 9915.1.2 Group Membership On/Off (Features Menu)

..................................................................... 10015.2 Group Service Status and Fallback

............................................................................ 101

15.2.1 Changing the Group Service Status (Features Menu)

............................................................................ 101

15.2.2 Changing the Group Service Status (Status Menu)

............................................................................ 10215.2.3 Changing the Group Fallback

Button Features16.

..................................................................... 10516.1 Editing Your Programmable Buttons

..................................................................... 10516.2 Abbreviated Dial

..................................................................... 10516.3 Absence Text

..................................................................... 10516.4 Account Code

..................................................................... 10516.5 Call Forward All

..................................................................... 10516.6 Call Park

..................................................................... 10616.7 Call Park to Other

..................................................................... 10616.8 Call Pickup

..................................................................... 10616.9 Call Pickup Any

..................................................................... 10616.10 Conf Meet Me

..................................................................... 10616.11 Drop Call

..................................................................... 10616.12 Flash Hook

..................................................................... 10616.13 Group BLF

..................................................................... 10616.14 Internal Auto Answer

..................................................................... 10616.15 Paging

..................................................................... 10616.16 Park and Page

..................................................................... 10616.17 Ringer Off

..................................................................... 10616.18 Self Administer

..................................................................... 10616.19 Send All Calls

..................................................................... 10716.20 Suppress Digits

..................................................................... 10716.21 Twinning

..................................................................... 10716.22 User BLF

Home Screen17.

..................................................................... 11117.1 Editing Your Home Screen

..................................................................... 11217.2 Abbreviated Dial

..................................................................... 11217.3 Absence Text

..................................................................... 11217.4 Auto Intercom

..................................................................... 11217.5 Call Forward All

..................................................................... 11217.6 Call Pickup

..................................................................... 11217.7 Call Pickup Any

..................................................................... 11217.8 Page

..................................................................... 11217.9 Self Administer

..................................................................... 11217.10 Send All Calls

Phone Settings18.

..................................................................... 11518.1 Mobile Twinning

..................................................................... 11518.2 Withhold Number

..................................................................... 11518.3 Redial Mode

..................................................................... 11618.4 En-Bloc Dialing

..................................................................... 11718.5 Auto Lock

..................................................................... 11718.6 Ringer Controls

............................................................................ 11718.6.1 Disabling the Ringer

............................................................................ 11818.6.2 Visual Alerting

............................................................................ 11818.6.3 Coverage Ring

............................................................................ 11818.6.4 Ring Sound

............................................................................ 11918.6.5 Ringer Volume

............................................................................ 11918.6.6 Internal Auto Answer

..................................................................... 11918.7 Display Controls

............................................................................ 12018.7.1 Display Brightness

............................................................................ 12018.7.2 Display Contrast

............................................................................ 12118.7.3 Last Call Duration Display

............................................................................ 12118.7.4 Home Screen Display

............................................................................ 12118.7.5 Call Timer Display

............................................................................ 12218.7.6 Display Language

............................................................................ 12218.7.7 Auto Display Waiting Call

............................................................................ 12318.7.8 Inactivity Timer (Auto Return)

............................................................................ 12318.7.9 Quick Touch Lines

..................................................................... 12518.8 Volume and Sound

............................................................................ 12518.8.1 Button Clicks

............................................................................ 12518.8.2 Error Tones

............................................................................ 12518.8.3 Ringer Volume

............................................................................ 12618.8.4 Handset Volume

............................................................................ 12618.8.5 Headset Volume

............................................................................ 12618.8.6 Speaker Volume

............................................................................ 12618.8.7 Automatic Gain Control

............................................................................ 12618.8.8 Default Handsfree Audio Path

..................................................................... 12718.9 Backup/Restore

............................................................................ 12718.9.1 Backup

............................................................................ 12718.9.2 Restore

..................................................................... 12818.10 Viewing Information

Status Menu19.

..................................................................... 13019.1 Do Not Disturb

..................................................................... 13019.2 Follow Me To

..................................................................... 13119.3 Follow Me Here

..................................................................... 13119.4 Forward On Busy

..................................................................... 13219.5 Forward On No Answer

..................................................................... 13219.6 Forward Unconditional

..................................................................... 13219.7 Forwarded Here

..................................................................... 13319.8 Group Membership

..................................................................... 13319.9 Group Service Status

..................................................................... 13319.10 Mobile Twinning

..................................................................... 13419.11 Parked Calls

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..................................................................... 13419.12 System Alarms

Short Codes20. System Administration21.

..................................................................... 14021.1 Checking the System Information

..................................................................... 14021.2 Setting the Date

..................................................................... 14121.3 Checking the Time Server Status

..................................................................... 14221.4 Setting the Time

..................................................................... 14221.5 Setting the Time Offset

..................................................................... 14321.6 Shutting Down the System

..................................................................... 14421.7 Managing Memory Cards

..................................................................... 14521.8 Reporting System Alarms

..................................................................... 14621.9 Debug Mode

Menus22.

..................................................................... 14822.1 Features Menu

..................................................................... 14922.2 Status Menu

..................................................................... 15022.3 A Menu

..................................................................... 15022.4 Menu Access Control

Glossary23.

..................................................................... 15423.1 Abbreviated Ring

..................................................................... 15423.2 Appearance Button

..................................................................... 15423.3 Attention Ring

..................................................................... 15423.4 Auto Hold

..................................................................... 15423.5 Bridged Appearance Button

..................................................................... 15423.6 Call Appearance Button

..................................................................... 15423.7 Call Coverage Button

..................................................................... 15423.8 Coverage Ring

..................................................................... 15423.9 Do Not Disturb

..................................................................... 15523.10 Do Not Disturb Exceptions

..................................................................... 15523.11 Follow Me

..................................................................... 15523.12 Follow Me Here

..................................................................... 15523.13 Follow Me To

..................................................................... 15523.14 Forward on Busy

..................................................................... 15523.15 Forward on No Answer

..................................................................... 15523.16 Forward Unconditional

..................................................................... 15623.17 Group

..................................................................... 15623.18 Idle Line Preference

..................................................................... 15623.19 Internal Twinning

..................................................................... 15623.20 Line Appearance Button

..................................................................... 15623.21 Logged Out

..................................................................... 15623.22 Missed Call

..................................................................... 15623.23 Missed Group Call

..................................................................... 15623.24 Login Code

..................................................................... 15723.25 Mobile Twinning

..................................................................... 15723.26 Park Call

..................................................................... 15723.27 Park Slot Number

..................................................................... 15723.28 Ringing Line Preference

..................................................................... 15723.29 Short Codes

..................................................................... 15723.30 Small Community Network

..................................................................... 15723.31 System Administrator

..................................................................... 15723.32 System Phone User

..................................................................... 15723.33 Twinning

...............................................................................159Index

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Introduction

Chapter 1.

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Introduction:

1. Introduction

This guide is for 9600 Series telephones supported an Avaya IP Office telephone system running in IP Office Essential Edition, Preferred Edition, Advanced Edition or Server Edition mode..

· 9600 Series Phones

These IP phones are supported by IP Office and other Avaya telephone systems. Running H.323 firmware, the supported phones are:

Phone

Programmable

Buttons

Colour

Screen

Touch

Screen

Gigabit*

Headset

Speaker

Phone

Button

Module

Support

960824NoNoNo

Yes

BM12 x 3

SBM24 x 3

9611G24NoNoYes

Yes

BM12 x 3

SBM24 x 3

9620L24NoNoNo

Yes

–

9620C24YesNoNo

Yes

–

9621G24Yes

Yes

–

9630G24NoNoYes

Yes

SBM24 x 3

964024YesNoNo

Yes

SBM24 x 3

9640G24YesNoYes

Yes

SBM24 x 3

9641G24Yes

Yes

BM12 x 3 / SBM24 x 3

965024NoNoNo

Yes

SBM24 x 3

9650C24YesNoNo

Yes

SBM24 x 3

· Gigabit Support

This column indicates that the phone natively supports Gigabit Ethernet. Other phones can support Gigabit through the use of a suitable Gigabit adapter.

· Unsupported Features

The 9600 Series phones are supported on a number of Avaya telephone systems and support different features depending on the telephone system. This guide covers only the features supported on an Avaya IP Office telephone system.

1.1 Important Safety Information

! Warning: This handset may pick up small metal objects such as metal pins or staples.

· During a power surge, EFT (Electronically Fast Transients), or ESD (Electrostatic Discharge), calls may be dropped. After a power surge, EFT or ESD, it is normal for the phone to restart.

· Using a cell phone, mobile phone, GSM phone or two-way radio in close proximity to an Avaya telephone might cause interference.

· The phone should not be connected directly to the outdoor telecommunication network.

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1.2 9608 Telephone

The IP Office supports the 9608 telephone.

This phone supports 24 programmable call appearance/feature buttons. The labels for these buttons are visible on the main display and can be controlled by the adjacent buttons.

Functions can be assigned to the phone's feature buttons by your system administrator or by yourself using selfadministration. Note how you cannot replace features assigned to buttons by your system administrator but you can replace other features. Note also that there are features that the system administrator can assign that are not available for you to assign. This guide includes only the features that are available for you to assign if required.

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Introduction: 9608 Telephone

1.3 9611 Telephone

The IP Office supports the 9611G telephone.

This phone supports 24 programmable call appearance/feature buttons. The labels for these buttons are visible on the main display and can be controlled by the adjacent buttons.

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1.4 9620 Telephone

The IP Office supports the 9620L and 9620C versions of the 9620 telephone.

This phone supports 12 programmable call appearance/feature buttons. The labels for 3 of these buttons are visible on the main display and can be controlled by the adjacent buttons to the right. You can use the up and down arrow keys to scroll the display. You can also use the left and right arrow keys to move through the button features in pages of 3.

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Introduction: 9620 Telephone

1.5 9621 Telephone

The IP Office supports the 9621 telephone.

This phone supports 24 programmable call appearance/feature buttons. The labels for 6 of these buttons are visible on the main display and can be controlled by the adjacent buttons to the right. You can use the up and down arrow keys to scroll the display. You can also use the left and right arrow keys to move through the button features in pages of 6.

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1.6 9630 Telephone

The IP Office supports the 9630G version of the 9630 telephone.

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Introduction: 9630 Telephone

1.7 9640 Telephone

The IP Office supports the 9640 and 9640G versions of the 9640 telephone.

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1.8 9641 Telephone

The IP Office supports the 9641 telephone.

This phone supports 24 programmable call appearance/feature buttons. The labels for these are displayed in the scrollable main display along with icons for the status of the buttons.

In addition, some features can be accessed using the fixed buttons displayed at the bottom of the screen. Through the phone's own menus you can select whether to display one row of four, two rows of two, or no fixed buttons at the bottom of the display.

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Introduction: 9641 Telephone

1.9 9650 Telephone

The IP Office supports the 9650 and 9650C versions of the 9650 telephone.

This phone supports 24 programmable call appearance/feature buttons. The labels for 3 of these buttons are visible on the main display and can be controlled by the adjacent buttons to the right. You can use the up and down arrow keys to scroll the display. You can also use the left and right arrow keys to move through the button features in pages of three.

In addition, the features for 16 of the 24 buttons (buttons 04 to 11 and 12 to 19) can be accessed as using the auxiliary feature buttons below the display. They are shown in two pages of eight with the SHIFT key next to the display used to switch between which page is being displayed at any time.

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1.10 Button Modules

The addition of a button module allows the phone to support additional programmable buttons.

· Do not connect or disconnect a button module yourself. Your system administrator will arrange this if necessary. Failure to connect and restart the equipment in the correct order may cause the phone and or the button module to function incorrectly.

9608 and 9641 Phones

These phones support BM12 button modules. Each button module provides the phone with an additional 24 buttons (2 pages of 12) which can be used as appearance buttons and or feature buttons . For IP Office Release 9.0, these phone can also support SBM24 modules instead (see below) but not a mix of different module types.

Up to three button modules can be attached to each phone. However the number of button modules supported by the telephone system may be limited by the total number of button modules attached to other phones on the telephone system.

9630, 9640, and 9650 Phones

All variants of these phones support SBM24 button modules. Each button module provides the phone with an additional 24 buttons which can be used as appearance buttons and or feature buttons .

9620 Phones and 9621 Phones

These phones do not support any additional button modules.

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Introduction: Button Modules

1.11 Phone Keys

The following keys are found on the phone:

Key

Description

Soft Keys - The keys below the display have variable functions. When the key is active, its function is

indicated by the text label above it. On touch screen phones the labels on the screen can be pressed.

Message - This key is used to access your voicemail system. By default this uses a series of menus on your phone's display.

Navigation Keys - Press the up and down arrow keys to scroll through lists. In some menus, you can also use the left and right arrow keys to enter and exit different levels of the menu. A menu option that accesses a sub-menu is indicated by the ... dots (ellipsis) icon after its name.

OK - The OK key normally matches the function offered by the leftmost soft key below the screen. PHONE - This key is used to exit any menu you are in and return to the appearance buttons menu.

During a call it can also be used to toggle the options displayed on the appearance menu.

MENU/HOME - This key is used to access a menu for phone settings and information.

CONTACTS - This key is used to display the various directories (personal and shared) of names and

telephone numbers to which you have access.

CALL LOG / HISTORY - This key displays a record of your most recent calls (answered, missed,

and outgoing). The button is illuminated when you have new missed calls.

VOLUME - Press + plus or – minus on the Volume key to adjust the volume of the incoming call.

Separate volumes can be adjusted for the ringer, handset, headset, and speaker.

HEADSET - This key is used to answer and end calls using a headset connected to the phone's

headset socket. The button is lit when you are connected to a call using the headset.

MUTE - This key can be used to mute your speech to the currently connected call. The button is lit

while mute is active.

SPEAKER - This key is used to answer and end calls using the phone's handsfree speaker and

microphone. The button is lit when you are connected to a call handsfree.

FORWARD - This button provides direct access to the forwarding menu options. This button is not

present on the 9620 and 9650 models.

These keys have two roles:

· Appearance Keys - These buttons represent calls that you can make or receive.

· Feature Buttons - Those keys not configured as appearance keys can be used for other functions.

· On touch screen phones, these buttons are replaced by their text labels on the screen.

· The CONFERENCE, DROP, HOLD, REDIAL and TRANSFER keys found on other Avaya phones are presented as

soft key functions relative to the current call.

Status Indication Icons

The status indication line displays the following icons:

Key

Description

The speaker icon is visible when you adjust the volume while using the handsfree speaker.

The handset icon is visible when you adjust the volume while using the handset.

The headset icon is visible when you adjust the volume while using the headset.

The bell icon is visible when you adjust the ringer volume . A red 'x' appears over the bell icon when you mute the ringer volume.

This icon is visible anytime you press the button.

This icon indicates missed calls and is prefixed with the number of missed calls (the icon appears slightly different on 9608 series phones).

64 67

125

84 84

104

125

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1.12 Status Letters

When your own extension name is shown on the second line of the display, for example when the phone is idle, the name may be followed by a series of letters. These letters are used to indicate your current status.

· B = Barred A B is shown on your phone's display when the system administrator has prohibited you from making outgoing calls. You will only be able to make internal calls when your status is set to Barred.

· D = Diverting (Forwarding) Calls A D is shown after your extension name on the phone's idle display when you have 'forward unconditional' enabled.

· G = Group Member (In Group)

A G is shown after your extension name on the phone's idle display when you have been configured as a member of a hunt group and your membership is enabled. With this status active, you may receive calls targeted to the hunt group.

· N = No Calls (Do Not Disturb) An N is shown after your extension name on the phone's idle display when you have 'do not disturb' enabled.

· O = Out of Service When a group is set to night service mode, all members of that group retain an 'out of service' status indicated by an O on the idle display. Calls are diverted to the group's fallback, if set. Otherwise, the calls are sent to voicemail (if available).

· R = Resilience An R is shown after your extension name on the phone's idle display to indicate that your phone is working in resilience mode. This is used when there may have been a problem with the telephone system to which your phone was registered and another system is currently providing support for your phone. In this mode, some features may not be available and calls may be routed differently.

· S = System Alarm If you are configured as a system administrator , an S in the phone's display indicates a system alarm .

· T = Twinned A T is shown after your extension name on the phone's idle display if it is internally twinned with your phone. Calls to you will alert on both phones and can be answered by you at either phone.

1.13 Touch Screen Operation

The 9621 and 9641 phones use touch sensitive screens to replace many of the buttons required on other phones. These are pressure sensitive and can be operated with either your finger(s) or a stylus. However, you must take care not to use any device that may scratch or cause wear to the screen.

Unlike other phones in the range (where you need to highlight an option on the screen using the arrow keys and then select that option using the Select soft key), on a touch screen you can simply press the required option directly.

1.14 The Phone Stand

The phones all include a stand that clips to the base of the phone. The stand allows the phone to be used in either of two different angles.

When changing the position of the stand, be sure to check that the stand has locked into the chosen position. A small plastic peg is located just under the phone's handset. This peg can be reversed to more securely anchor the handset when the stand places the phone in an upright position.

9608 Phones

The stand cannot be flipped to another position except by removing it to change the position. The angle of the display is not adjustable on these phones.

Other 9600 Phones

Once attached, the stand can be used in either position to change the angle of the phone. The angle of the phone can also be adjusted as shown below. The angle of the display can also be adjusted.

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Other Stands

If the phone needs to be used in a situation other than on a desk, for example wall-mounted, a number of other stand designs are available from Avaya. Contact your system administrator.

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Making Calls

Chapter 2.

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2. Making Calls

If you are not already on a call, then you can just dial the number. The first available appearance button will be used for the call. Alternatively, you can press a specific appearance button in order to make a call using that button.

If the number you dial matches a user or group on the telephone system, the directory name of the user or group is shown and the call starts altering the target.

If the call is to a user, and they do not answer, you can set a callback by pressing CallBack and then ending the call by pressing Drop. When a callback is set, the next time a user uses their phone or ends their current call, the system will call you and when you answer, automatically make another call to the user.

2.1 En-Bloc Dialing

By default, when you start dialing a number on your phone, the phone immediately connects to the telephone system and starts passing the digits you dial to the phone system. You cannot correct the digits you have already dialed except by ending the call and starting over. Also, if you pause dialing for too long the phone system may think that you have finished dialing and will attempt to connect the call using only the digits you had dialed up to that point.

En-bloc dialing allows you to compose and edit the number to dial on your phone's display before it is sent to the phone system to be dialed.

Through the phone's menus you can select whether you want to use traditional or en-bloc dialing when making calls. Your chosen setting is then applied whenever you use a phone that supports en-bloc dialing.

Dialing a Number Using En-Bloc Mode

1.With no connected call on the phone, start dialing. Do not lift the handset or select headset or speaker before

dialing.

2.You can use the left arrow key or the Bksp key to delete the previous digit dialed if you need to correct the

number or press Clear to erase the whole number.

3.When you have completed the number, you can select how you want to make the call:

· Lift the handset to make a call using the handset.

· Press the Call soft key or OK button to start the call using the phone's default handsfree audio path

(speaker or headset). You can also press one of your idle call appearance buttons to make the call using that appearance.

· Press the Headset button to start the call on a headset connected to your phone.

· Press the Speaker button to start the call on your phone's handsfree speaker.

Enabling/Disabling En-Bloc Dialing

You can enable or disable your en-bloc dialing setting through the phone's Features menu.

1.Press the Features soft key if shown. To do this during a call, press the PHONE key and then press the

Features soft key.

2.Use the up and down arrow keys to highlight Call Settings. Press Select.

4.Use the up and down arrow keys to highlight En-Bloc Dial.

5.Use Change button to select On or Off.

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Making Calls: En-Bloc Dialing

2.2 Call Soft Key Options

The options displayed for the buttons at the bottom of the display will change dynamically to reflect actions that you can perform during calls or while the phone is idle.

Some or all of these options will only be available if enabled by your system administrator.

· Account Enter an account code to associate with the call.

· Answer Answer a page call, turning it into a normal call.

· CallBack Set an automatic callback on the user that you have called but who has not answered. When they next end a call, the telephone system will call you and when answered, will automatically make a call to the user.

· Complete Complete the transfer of a held call. A Cancel option is also shown which will end the transfer attempt.

· Conference Put your current call on hold and present dial tone for you to dial the number you want to add to a conference with the held caller.

· Connect Take a call off hold.

· Dir Access the directory in order to select a number by name rather than dialing it. The type of names available in the directory is adjusted to match those suitable for use by the feature.

· Drop End the call.

· Ignore Quiet the ringer for the current alerting call. The call will continue alerting until either answered, it goes to voicemail, or the caller abandons the call.

· Pickup Answer the call that is held or alerting another user.

· Redial If there are outgoing numbers in your call log, display the list of those numbers.

· Transfer Put your current call on hold and present dial tone for you to dial the number to which you want to transfer the call.

· ToVM Send an alerting call to your voicemail.

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2.3 Calling from the Contacts List

You can use any directory contact to make a call. You can also use the directory in almost any telephone function where you need to select the number for a destination, for example during a transfer.

1.Access the contacts directory:

a. Press the CONTACTS key. The directory menu is displayed. b.Use the left and right arrow keys to select which type of directory entries you want to display.

· All

All directory entries.

· External

Directory entries stored by the telephone system for all users to use.

· Groups

The names and numbers of hunt groups on the telephone system.

· Users

The names and numbers of other users on the telephone system.

· Personal

Your own personal directory entries.

c. Use the up and down arrow keys to scroll through the list or start dialing the name you want to find to

display only matching entries. If you dial a name to return to the full list press the Clear soft key.

d.To view more details of the highlighted name, press Details. To return to the directory press List.

2.When the required entry is highlighted, press Call or press the button next to the name.

3.Proceed as you would with a normally dialed call.

2.4 Calling from the Call Log/History

You can use the call log to make calls to the number included in the currently selected call record.

1.Access the call log.

a. Press the HISTORY button. b.The display will change to show your call log records. The caller's name is shown if known, otherwise the

number. If you have any new missed call records, the button is illuminated and the call log will open showing your missed calls.

c. Use the left and right arrow keys to select which call log records you are viewing. The options are All,

Outgoing , Incoming and Missed . On touch screen phones, press the icon for the type of call log records you want to display.

d.Use the up and down arrow keys to scroll through the records.

2.Press Call to call the number displayed in the call record.

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Making Calls: Calling from the Call Log/History

2.5 Redialling a Previous Number

When Redial is displayed it can be used in one of two ways, set by the phone's redial mode setting .

List Mode

This redial method is used when your phone's redial mode is set to List.

1.Access the redial list.

a. Press Redial. The list of outgoing calls is displayed. b.Use the up and down arrow keys to scroll through the 10 most recent outgoing calls.

2.Press Call to call the number displayed in the call record.

3.Continue in the same way as for a normal dialed call.

One Number Mode

This redial method is used when your phone's redial mode is set to One.

1.Press Redial.

2.The number for the most recent outgoing call in your personal call log is redialed.

3.Continue in the same way as for a normal dialed call.

2.6 Making a Page Call

In order to make page calls you must have access to a paging short code provided by the system administrator or to a paging feature button.

If the dialing short code or the paging button have been pre-configured with a number, the user or group at that number will be paged if available.

The dialing short code can be configured to accept the number of the user or group to page when dialed. Similarly a paging button can be set to allow number entry when pressed as follows:

1.Press the paging button.

2.Dial the number of the user or group you want to page.

3.When the dialing is completed, the page call is made.

· If the destination is a user and they already have a call connected, they cannot be paged. If the destination is a group which is not in service or has no available members, it cannot be paged.

Feature Button

If enabled by your system administrator, the self-administer function can be used to assign a feature button as a page button using the Group Paging action.

2.7 Withholding Your Number

You can select to withhold your number on external calls. Note that this option may not be supported in all situations. It may depend on the configuration of your phone system and options supported by your telephone line provider.

1.Press the Features soft key if shown. To do this during a call, press the PHONE key and then press the Features soft key.

2.Use the up and down arrow keys to highlight Call Settings. Press Select.

3.Use the up and down menu keys to highlight Withhold Number.

4.Press Change to switch the option On or Off.

5.Press Save.

Access Control

Your system administrator can configure whether you can access this menu option. See Menu Access Control .

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2.8 Adjusting the Call Volume

While talking, you can adjust the volume of the incoming call. The volume is adjusted separately for whichever device is in use (handset , headset or speaker ).

1.With the call connected, press the VOLUME key.

2.Use the + plus and – minus keys to adjust the volume.

3.The display will return to normal after a few seconds.

2.9 Muting a Call

Muting a call stops the caller from hearing you. However you can still hear them. The status indication line indicates a

mute setting via the icon.

· The mute setting remains active even if you switch between calls using hold and or appearance buttons.

· If you change how you are listening to the call, for example switching from the handset to the speaker, the mute

setting is canceled.

1.To activate mute, press the MUTE key. The button will be lit while mute is active.

2.To switch mute off, press the MUTE key again.

2.10 Ending Calls

The Drop option can be used to end the currently highlighted call on the display.

· If the call is connected on the phone's speaker, the SPEAKER key is lit. Pressing the key again will end the call.

· If the call is connected on the phone's headset, the HEADSET key is lit. Pressing the key again will end the

call.

· If the call is connected on the phone's handset, replacing the handset will end the call.

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