INDeX 11.0
20AT Telephone User's Guide
38DHB0002UKHB Issue 1 (10/05/2004)
Page 2 - Contents
Contents
Introduction.................................... 3 Transfer, Park & Hold Calls ........ 16
Using this Guide....................................................3 Using Transfer, Park & Hold ...............................16
Further Help..........................................................3 Transferring Calls................................................16
Connecting the 20AT ............................................3 Parking Calls .......................................................17
MF & Time Break Recall operation .......................4 Holding Calls.......................................................17
REN Values ..........................................................4
20AT Approvals ....................................................4
20AT Features................................ 5
Message Waiting Lamp ........................................5
The Memory Key...................................................5
Recall....................................................................5
Mute......................................................................6
Changing the Ringer .............................................6
Stored Numbers....................................................6
INDeX Features .............................. 7
Introduction ...........................................................7
Dialling Timeout ....................................................7
Phone Passcode...................................................7
Call Waiting...........................................................7
Telephone Tones & Ringing..................................8
Night Service.........................................................8
Making Calls................................... 9
Notes on Making Calls ..........................................9
Making External Calls ...........................................9
Making Internal Calls ............................................9
Making a Page Call.............................................10
Hotline Operation................................................10
Diverting Calls ............................. 18
Using Diverts.......................................................18
Switching No Calls On/Off...................................18
Setting Up a Divert..............................................19 Redial Last Number ..............................................5
Switching a Divert On or Off................................19 Changing the Caller Volume .................................5
Other Features ............................. 20
The Phone Passcode..........................................20
Setting the Ringer Timeout .................................20
Group..................................................................21
Conference Calls ................................................21
Personal Alarms..................................................21
Voice Manager ............................. 22
Using Voice Manager..........................................22
Customising Your Mailbox ..................................22
Collecting Voice Messages.................................23
Good Phone Usage ..................... 24
General Phone Usage.........................................24
Answering Calls ..................................................24
Making Calls .......................................................24
Index ............................................. 25
Speed Dials .................................. 11
Using Speed Dials ..............................................11
Storing Personal Speed Dials .............................11
PIN & Account Codes.................. 12
Forced Account Code Entry................................12
Forced PIN Code Entry.......................................12
Roaming PINS ....................................................12
Busy or Unanswered................... 13
If Busy or Unanswered........................................13
Leaving a Message.............................................13
Arrange a Callback .............................................14
Camp On and Wait .............................................14
Answering Calls........................... 15
Answering Normal Calls......................................15
Answer a Message .............................................15
Answering Other Extensions - Call Pickup..........15
Page 2 - Contents INDeX 11.0 20AT Telephone User's Guide
38DHB0002UKHB Issue 1 (10/05/2004)
Using this Guide Introduction – Page 3
Introduction
Using this Guide
This guide covers the INDeX 20AT telephone when used on an INDeX telephone
system with Software Release 11.0. The 20AT is an analogue telephone for use on
standard telephone lines and on PBX analogue extensions of the INDeX System.
Lamp
Further Help
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 from our Internet site: http://support.avaya.com
Connecting the 20AT
The 20AT can be connected to most analogue telephone sockets. If connected to a
socket on a private telephone system, check with your System Manager that the
socket is suitable for analogue phones.
• Connect the handset lead to the socket marked H/SET on the base of the 20AT.
• Connect the phone lead from wall socket to the socket marked LINE on the base
of the 20AT.
INDeX 11.0 20AT Telephone User's Guide Introduction – Page 3
38DHB0002UKHB Issue 1 (10/05/2004) Using this Guide
Page 4 - Introduction MF & Time Break Recall operation
MF & Time Break Recall operation
The 20AT uses MF signalling and TB recall signalling only. Contact your telephone
line provider if unsure of the type of signalling you should be using.
During a call, phones can use a recall signal to indicate to the exchange that they
are about to send more digits.
REN Values
To ring properly when a call arrives all phones draw a small current from the
telephone line. All telephone devices have a REN value, a measure of how many
'current units' they need to ring properly.
Most telephone lines can provide ringing current for a total REN of 4. If the total REN
of all the devices on the line exceeds that value, then some of the devices may not
ring when calls arrive.
If it is necessary to connect more devices to a line than it can support, equipment
exists that can increase the total REN provided by the line. Contact your line
provider for details.
• The 20AT has a REN of 1. It can share the same telephone line as other
telephone devices so long as the total REN does not exceed that of the line
(usually 4). INDeX standard telephone sockets provide a REN of 2.
20AT Approvals
The apparatus is approved for connection to the PSTN or suitable PBX supporting
DTMF signalling.
The 20AT has been approved for use of the following facilities:
• DTMF signalling.
• Mute.
• Dual level receive volume control.
Any other usage will invalidate the approval of the apparatus if as a result it then
ceases to comply with the standards against which the approval was granted.
This apparatus is capable of 999/112 calls to the emergency services.
Page 4 - Introduction INDeX 11.0 20AT Telephone User's Guide
MF & Time Break Recall operation 38DHB0002UKHB Issue 1 (10/05/2004)
Redial Last Number 20AT Features – Page 5
20AT Features
Redial Last Number
Pressing the REDIAL key dials out the number of the last manually dialled call.
Changing the Caller Volume
During a call, pressing the VOLUME changes the caller volume between normal and
loud.
Message Waiting Lamp
The 20AT has a voice message waiting lamp. On systems that support message
waiting, the lamp will indicate when a message has been left. The method for
answering the message and clearing the lamp will vary according to the system that
left the message.
For the INDeX system:
To answer a message waiting lamp
1. Lift the handset and dial *1. The system rings the extension that left the
message.
To cancel a message waiting lamp:
1. Lift the handset and dial *2. Replace the handset.
:
The Memory Key
Recall
The 20AT's MEMORY key can store a single number for quick dialling (ie. lift the
handset and press MEMORY). The number can be up to 21 digits.
Setting the memory number
1. Lift the handset off-hook.
2. Press MUTE and then MEMORY.
3. Dial the number to store.
4. Press MUTE again and replace the handset.
Some telephone systems require a recall signal to initiate special functions (refer to
your System Administrator for details). Press RECALL to send this signal.
INDeX 11.0 20AT Telephone User's Guide 20AT Features – Page 5
38DHB0002UKHB Issue 1 (10/05/2004) Redial Last Number
Page 6 - 20AT Features Mute
Mute
During a call, press MUTE to stop the caller from hearing you without ending the
call. Press MUTE again to reconnect the caller.
Changing the Ringer
You can alter the volume and ring of the 20AT's ringer.
1. Lift the handset off-hook.
2. Press MUTE and then #.
3. Press a key between 0 and 9.
1: Quiet tone ring.
2: Tone ring.
3: Loud tone ring.
4: Quiet normal ring.
5: Normal ring.
6: Loud normal ring (the default setting).
7: Quiet rapid ring.
8: Rapid ring.
9: Loud rapid ring.
0: No Ring (this setting is temporary until the 20AT is next used, then it
returns to its previous setting).
4. Press MUTE again and replace the handset.
Stored Numbers
The 20AT can store 10 numbers for rapid dialling. Each number can be up to 21
digits in length. (Also see page 11 for Storing Personal Speed Dials numbers on the
INDeX system.)
Dialling a stored number
1. Lift the handset off-hook.
2. Press STORE and then the associated store number of the number to dial (0 to
9).
Setting a stored number
1. Lift the handset off-hook.
2. Press MUTE and then STORE.
3. Select the store number to use (0 to 9).
4. Dial the number to be stored.
(Prefix 9 for external users).
5. Press MUTE again and replace the handset.
Page 6 - 20AT Features INDeX 11.0 20AT Telephone User's Guide
Mute 38DHB0002UKHB Issue 1 (10/05/2004)
Introduction INDeX Features – Page 7
INDeX Features
Introduction
When used on an INDeX telephone system, the 20AT has access to a wide range of
system features. This section of the guide covers those features. The 20AT
telephone should only be used in the phone sockets indicated by your System
Manager. It will not work in the sockets used by INDeX 20DS, 20CC, 2010 and
2030/50/60 phones (and vice versa).
Dialling Timeout
Phone Passcode
• Network Features
Your phone system may be part of a network linking several sites. Wherever
possible, it treats network calls as internal calls and offers the same features.
However, this depends on the type of network link and also the type of system
at the other end of the link (ie. some links may be to non-INDeX telephone
systems).
After you start dialling, if you do not dial another digit for several seconds the system
assumes that you have finished dialling. The system then ignores any further digits
that you dial. By default the timeout is 5 seconds, although this varies between sites.
Since it is your phone that generates the audible dialling tones, the system's dialling
timeout does not affect calls connected through the system to services that need to
hear additional MF tones (e.g. Voice mail systems, BT star services, etc).
The requirement to enter your passcode for many of the phone's functions, indicated
by a double-tone, can be switched off by the System Manager. If this is the case
then for non-voice mail functions you can ignore instructions to enter your passcode.
Call Waiting
If, whilst you are engaged on a call, another extension rings your number, you are
notified by a single tone burst that is repeated every 30 seconds. Only you will hear
this tone burst. You can Hold the existing call and answer the waiting call, see page
17 for details.
INDeX 11.0 20AT Telephone User's Guide INDeX Features – Page 7
38DHB0002UKHB Issue 1 (10/05/2004) Introduction
Page 8 - INDeX Features Telephone Tones & Ringing
Telephone Tones & Ringing
The INDeX 20AT uses various tones and ringing to indicate calls and other events.
Incoming Calls:
• Repeated Double Ring: External call.
• Repeated Single Ring: Internal call.
During Calls
• Repeated Single Pip: Another extension is about to intrude
or has intruded on your call.
Outgoing Calls:
• Continuous Tone: Number called is unobtainable or
set to no calls.
Phone locked, no external calls
(or phone is barred).
• Repeated Tone: Busy number.
• Dial Tone: Dial number.
• Repeated Single Pip: Phone on divert or no calls.
:
Night Service
The system can take different areas into and out of night service automatically. It
does this following timetables setup by the System Manager. The effects of night
service vary, but typically they are as follows:
• Lines: The system directs calls to a night desk number or answer phone
extension.
• Phones: The type of calls you can make becomes more restricted, eg. no
international or long distance calls.
Page 8 - INDeX Features INDeX 11.0 20AT Telephone User's Guide
Telephone Tones & Ringing 38DHB0002UKHB Issue 1 (10/05/2004)
Notes on Making Calls Making Calls – Page 9
Making Calls
Notes on Making Calls
Your phone allows very simple and quick dialling to make calls. To simplify dialling
further, the INDEX system can store several hundred speed dials for use by any
extension. It can also store personal speed dials for your own frequently needed
numbers.
• Call Barring
On external calls, the INDeX system may bar you from dialling particular
numbers or types of numbers (e.g. national, international). Typically, call barring
increases when the system puts the phone's area into night service. Call barring
can also change 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 External Calls
The method below uses normal dialling to make external calls. The system may
apply call barring to some or all external numbers. You can also lock your phone by
wrong passcode entry (see page 20).
To dial an external call:
1. Lift the handset and dial 9 (Your System Manager will inform you if you need to
dial a different number).
2. If you hear a repeated single pip, the system requires a PIN code or account
code before allowing an external call (see page 11).
3. Dial the telephone number.
4. During the call you can hold or transfer it (see page 16).
5. To end the call, replace the handset.
To redial last external number used
1. Lift the handset and dial # to repeat the last external number used (including
speed dials).
:
Making Internal Calls
To dial an internal call:
1. Lift the handset and dial the extension or group number.
2. If you hear continuous tone, to leave your number as a message, dial 1 (see
page 13 for full details).
3. If you hear just ringing, either leave a message as above or to set a callback,
dial 2 (see page 14 for full details).
4. If you hear busy tone, either leave a message or set a callback as above.
Otherwise, to camp on and wait, dial 3 (see page 14 for full details).If your
system has an integrated Voice Manager attached, you can record a voice
message instead. The Voice Manager may also instruct you to dial another
number to be automatically transferred to the Operator or another extension.
5. To end the call, replace the handset.
INDeX 11.0 20AT Telephone User's Guide Making Calls – Page 9
38DHB0002UKHB Issue 1 (10/05/2004) Notes on Making Calls
Page 10 - Making Calls Making a Page Call
Making a Page Call
You can page any free INDeX 20 Series phone or turret or group of such phones.
They hear the call without doing anything though you cannot hear them. If wanted,
they can turn the page into a normal call. If the extension you page is diverting calls,
the page also diverts (except group pages).
To page an extension or group:
1. Lift the handset and dial 7.
2. Dial the extension or group number.
3. If you hear busy or continuous tone, you can use the same options as for a
normal internal call (see page 13).
4. Speak and then replace the handset.
Hotline Operation
Hotline operation allows the phone to automatically dial a number when left off-hook
for a set period. Your System Manager or maintainer controls the settings for this
feature.
Page 10 - Making Calls INDeX 11.0 20AT Telephone User's Guide
Making a Page Call 38DHB0002UKHB Issue 1 (10/05/2004)
Using Speed Dials Speed Dials – Page 11
Speed Dials
Using Speed Dials
The INDeX system can store telephone numbers as speed dials. You can then ring
those numbers by dialling the number of the speed dial store.
• System speed dials
still apply. Ask your System Manager for a list.
• Personal speed dials
(see below).
To use a speed dial:
1. Lift the handset and dial #.
2. Dial the speed dial store number (00 to 09 for personal speed dials, 100 to 899
and 9000 to 9999 for system speed dials).
3. If the phone gives a repeated single-pip, it requires a PIN or account code
before allowing the call.
4. Continue as for a normal external call (see page 9).
Storing Personal Speed Dials
If external, prefix 9 to the stored 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 number.
To store a personal speed dial number:
1. Lift the handset and immediately dial
2. Broken dial tone: Dial the speed dial store to use (00 to 09).
3. Loud pip: Dial the your passcode (see page 20).
You will then hear either:-
• Continuous tone: Passcode wrong, replace handset.
• Three soft-tones: Number already set, dial to cancel.
• Single soft tone: No number set, dial a number and #. Then replace the
handset to finish.
Also see page 6 for storing telephone numbers on your 20AT.
: All extensions can use these, though call barring may
: You can store up to 10 speed dials for your own use
0.
INDeX 11.0 20AT Telephone User's Guide Speed Dials – Page 11
38DHB0002UKHB Issue 1 (10/05/2004) Using Speed Dials
Page 12 - PIN & Account Codes Forced Account Code Entry
PIN & Account Codes
Forced Account Code Entry
A repeating single-pip when making an external call may indicate that you must dial
an account code before continuing (check with your System Manager). If so, the
system checks the code you dial against its list of codes before allowing the call.
The system can store up to 400 12-digit codes. Ask your System Manager for a list
of valid codes.
To enter a forced account code:
1. Dial an account code
2. If you make a mistake, dial
3. Then dial the external number required.
Forced PIN Code Entry
A repeating single-pip when making an external call may indicate that you must dial
a PIN code before continuing (check with you System Manager). If so, the system
checks the code you dial against its list of codes before allowing the call. The PIN
code you use also sets your call barring and phone status for that call. The system
stores up to 400 PIN codes of up to 6 digits. Ask your System Manager for a list of
valid PIN codes.
To enter a PIN code
1. Dial your PIN code
2. If you make a mistake, dial
3. After entering your PIN you will hear either:
• Continuous tone: Code not recognised, end the call.
• Silence: Code accepted, continue the call as normal.
:
and try again.
and try again.
Roaming PINS
You can use a PIN code and its associated phone & call barring settings to override
the restriction on another normal phone. Note that when you do this, the system
automatically forces the call to be external.
To use a roaming PIN:
1. Lift the handset and dial 6.
2. Repeated single pip: Dial your PIN code. If you make a mistake, dial
dial the number again. You will hear either:
• Continuous tone: Code not recognised, end the call.
• Silence: Code accepted, continue the call as normal.
and
Page 12 - PIN & Account Codes INDeX 11.0 20AT Telephone User's Guide
Forced Account Code Entry 38DHB0002UKHB Issue 1 (10/05/2004)
If Busy or Unanswered Busy or Unanswered – Page 13
Busy or Unanswered
If Busy or Unanswered
Your phone provides several methods for contacting an extension that is busy, not
answering or set to no calls. These option work for normal, page and diverted calls.
• Leave a Message
Lights the lamp of the extension called. That extension also stores (and displays
if a display phone) your number as a message to reply.
• Callback
Rings your phone when the extension called becomes free or is next used.
• Camp On:
Flashes the lamp on the extension called to notify them that you are waiting. It
also stops other calls interrupting you.
Leaving a Message
The system can store your extension number as a message for another extension to
call you. If that extension has a message lamp, the system also lights the lamp
(supported on all INDeX 20 Series phones plus some standard telephones). If your
call was diverted, the message goes to the extension from which you were diverted.
To leave a message
1. Dial 1.
2. The system ends your call (unless the extension called has already reached its
3. Replace the handset.
Note: This feature is available at default, but can be turned off by your System
:
:
:
limit of five stored messages).
Manager.
INDeX 11.0 20AT Telephone User's Guide Busy or Unanswered – Page 13
38DHB0002UKHB Issue 1 (10/05/2004) If Busy or Unanswered
Page 14 - Busy or Unanswered Arrange a Callback
Arrange a Callback
If the extension you called is busy or does not answer, you can set a callback. When
that extension becomes free or is next used, your phone rings. When you answer,
the other extension rings. After setting a callback you can make other calls, the
callback will not take place if you are busy. You can only arrange one callback at a
time.
The Ringer Timeout sets how long a callback rings at your extension before
cancelling (see page 21). The system also cancels a callback that has not taken
place after a period set by the System Manager (the default is 2 hours).
To arrange a Call Back
1. Dial 2.
2. The system ends your call unless you already have a callback set.
3. Replace the handset.
:
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 if it is an INDeX phone. If it is an INDeX display phone, the
display shows your name and number. While camped on, you cannot make or
receive any other calls.
To Camp On to a busy extension:
1. Dial 3 and wait.
Do not
replace the handset as this ends the call and the camp on.
Page 14 - Busy or Unanswered INDeX 11.0 20AT Telephone User's Guide
Arrange a Callback 38DHB0002UKHB Issue 1 (10/05/2004)
Answering Normal Calls Answering Calls – Page 15
Answering Calls
Answering Normal Calls
The phone gives a repeated double ring for external calls, a repeated single ring for
internal calls.
To answer the call:
1. Lift the handset.
2. To end the call, replace the handset.
Answer a Message
The system can store a callers number for you to make a return call (see page 13).
Your 20AT has a message lamp which the system will light when a caller leaves
such a message.
If your system has a Voice Manager attached, this can also leave its number as a
message when you have new voice mail waiting in your mailbox.
To answer a message waiting lamp
1. Lift the handset and dial 1. The system rings the extension that left the
message. For Voice Mailbox messages see page 23.
To cancel a message waiting lamp
1. Lift the handset and dial
:
:
2. Replace the handset.
Answering Other Extensions - Call Pickup
You can pickup an incoming external call to any other extension. In addition your
phone can store a pickup group number (see below). You can then pick up incoming
external calls ringing any phone in that group.
To pick up any ringing phone:
1. Lift the handset and dial the extension number followed by 9.
2. Continue the call as normal.
To pick up any ringing phone in a group:
1. Lift the handset and press RECALL# to pickup the longest ringing call.
2. Continue the call as normal.
To set the phone's pickup group
1. Lift the handset and immediately dial
2. Broken dial tone: Dial 42 (pickup group).
3. Loud pip: Dial the your passcode (see page 20).You will hear either:-
• Continuous tone: Passcode wrong. Replace the handset.
• Three soft-tones: Pickup group set. Dial to cancel it.
• Single soft tone: No pickup group set.
Dial a group number and then dial #.
• Continuous tone: Invalid number, replace the handset.
• Broken dial tone: Number okay, replace the handset.
:
0.
INDeX 11.0 20AT Telephone User's Guide Answering Calls – Page 15
38DHB0002UKHB Issue 1 (10/05/2004) Answering Normal Calls
Page 16 - Transfer, Park & Hold Calls Using Transfer, Park & Hold
Transfer, Park & Hold Calls
Using Transfer, Park & Hold
After answering a call, you can hold it or transfer it. You can also make an enquiry
call and then switch between calls. You can hold a call (where only you can retrieve
it) or park the call (where other extensions can retrieve it). Remember that calls
transferred to an extension with diverts set, follow those diverts just like normal 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 make an unannounced transfer:
1. Dial RECALL to hold your current call. Do not replace the handset as this parks
the call (see page 17).
2. Dial the extension to which you want to transfer the call.
3. Replace the handset (you can do this even if you hear ringing or busy tone).
To make an announced transfer
1. Dial RECALL to hold your current call. Do not replace the handset as this parks
the call (see page 17).
2. Dial the extension to which you want to transfer the call.
3. If unanswered, dial RECALL to retrieve the held call.
4. If answered, ask if they wish to accept the transfer.
5. If okay to transfer the call, replace the handset.
6. If not okay to transfer the caller, dial RECALL to retrieve the held call.
:
Page 16 - Transfer, Park & Hold Calls INDeX 11.0 20AT Telephone User's Guide
Using Transfer, Park & Hold 38DHB0002UKHB Issue 1 (10/05/2004)
Parking Calls Transfer, Park & Hold Calls – Page 17
Parking Calls
Any extension can retrieve a parked call by dialling the line number if known. You
can park several calls. Calls parked and not retrieved, may recall your extension
after a short time.
To park an external call:
1. During the call, dial RECALL and replace the handset.
To unpark calls parked at your extension
1. Lift the handset and dial
To unpark a call parked at another extension
1. Lift the handset and dial the parked calls line number.
9.
:
:
Holding Calls
Only the extension that holds a call can retrieve it unless they transfer the call. When
you hold a call, the caller may hear music (if installed on your system). You can only
hold one call at a time. 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 hold a call:
1. Dial RECALL.
2. If you now replace the handset, the system parks the call (see previous page).
3. Retrieve the call by dialling RECALL again or while holding the call, make
another call (enquiry call) and either:
• Switch between calls by dialling RECALL.
• Transfer the held call by replacing the handset.
INDeX 11.0 20AT Telephone User's Guide Transfer, Park & Hold Calls – Page 17
38DHB0002UKHB Issue 1 (10/05/2004) Parking Calls
Page 18 - Diverting Calls Using Diverts
Diverting Calls
Using Diverts
Your phone can have diverts for different situations, i.e. when busy, not answering
or to divert all calls. You can also select no calls (which uses the Divert All number if
set).
• Divert on busy
cannot set a callback or camp on to your phone.
• Divert on no answer
page 21).
• Divert all
divert calls can ring you.
• No calls: Switching no calls on stops all calls. Callers hear continuous tone or
divert to the Divert All number if set.
: All calls to your phone are diverted. Only the extension to which you
Switching No Calls On/Off
If you switch on no calls after setting a divert all number, it diverts all callers and
even the divert extension cannot call you. If you switch it on without setting a divert
all number, all callers hear continuous tone.
Whilst on, you hear a repeated single pip if you lift the handset, but you can still
make calls. Switching no calls on takes the phone out of group.
Note: Your System Manager can prevent use of the No Calls feature.
To switch no calls on/off
1. Lift the handset and immediately dial 0.
2. Broken dial tone: Dial 60 (no calls on) or 61 (no calls off).
3. Replace the handset to finish.
: Calls divert when your phone is on a call. When set, callers
: Calls divert after ringing your phone for a set period (see
:
Page 18 - Diverting Calls INDeX 11.0 20AT Telephone User's Guide
Using Diverts 38DHB0002UKHB Issue 1 (10/05/2004)
Setting Up a Divert Diverting Calls – Page 19
Setting Up a Divert
Before Divert can be switched on, you must set-up the type of divert you require and
the number you wish to divert to.
When divert all is on, you hear broken dial tone when you lift the handset. You can
still make calls. Switching Divert all on takes the phone out of group.
To set-up a divert number:
1. Lift the handset and immediately dial
2. Broken dial tone: Select required divert by:
Dialling 10 (divert all),
Dialling 11 (divert on busy) or
Dialling 12 (divert on no answer). You will hear:
3. Loud pip: Dial the your passcode (see page 20).
You will then hear either:-
• Continuous tone: Passcode wrong, replace the handset.
• Three soft-tones: Divert number already set.
To clear the stored number, press
• Single soft tone: No divert number set.
4. To set a divert number, press and then dial the number followed by #. If you
enter an external number (max. of 28 digits) remember to add the normal
external call prefix. You will hear either:
• Continuous tone: Invalid number.
Replace the handset and start again.
• Broken dial tone: Number entered accepted and Divert
is switched on. Replace the handset.
0. You will hear:
.
Switching a Divert On or Off
When divert all is on, you hear broken dial tone when you lift the handset. You can
still make calls. Switching Divert all on takes the phone out of group.
To switch divert ON
1. Lift the handset and immediately dial 0. You will hear the broken dial tone.
To switch Divert OFF
1. Lift the handset and immediately dial
:
:
7. You will hear the normal dial tone.
INDeX 11.0 20AT Telephone User's Guide Diverting Calls – Page 19
38DHB0002UKHB Issue 1 (10/05/2004) Setting Up a Divert
Page 20 - Other Features The Phone Passcode
Other Features
The Phone Passcode
If the phone gives a loud pip, it requires you to dial your passcode. The default
passcode is 0000.
A wrong passcode entry of more than 5 attempts results 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.
The requirement to enter the passcode for many phone functions can be switched
off, see "Phone Passcode" on page 7.
To change the your passcode:
1. Lift the handset and immediately dial 0.
2. Broken dial tone: Dial 70, (passcode) followed by
3. Loud pip: Dial the your passcode.
You will then hear either:-
• Continuous tone: Passcode wrong, replace the handset.
• Single soft tone: Dial the new passcode.
• Broken dial tone: Number okay
Replace the handset to finish.
.
Setting the Ringer Timeout
The ringer timeout controls several actions:
• Callback: How long a callback rings before cancelling.
• Group hunting: How long calls to a group of which you are a member,
• Divert on no answer: How long calls ring at your phone before the system
To set the ringer timeout
1. Lift the handset and immediately dial
2. Broken dial tone: Dial 13 (ringer timeout).
3. Loud pip: Dial the your passcode
You will then hear either:-
• Continuous tone: Passcode wrong. Replace handset.
• Three soft-tones: Timeout already set. Dial
• Single soft tone: No timeout set. Dial a new timeout
(0 to 999 seconds where 10 seconds
≈ 3 rings) and then dial #.
ring before trying another member.
uses Divert on No Answer (if set).
:
0.
(see page 20).
to cancel.
• Broken dial tone: Ringer timeout set.
Replace the handset to finish.
Page 20 - Other Features INDeX 11.0 20AT Telephone User's Guide
The Phone Passcode 38DHB0002UKHB Issue 1 (10/05/2004)
Group Other Features – Page 21
Group
Your System Manager can include your phone in a group or in several groups, all of
which you can join or leave simultaneously. When in group, you receive calls made
to the group number, not your extension number. Going into group switches Divert
All and No Calls off (see page 18). The group's type, again defined by your System
Manager, sets the order in which its members ring when a call to the group arrives.
The types are rotary, collective, sequential and longest waiting.
To join/leave all of the groups of which you are a member:
1. Lift the handset and immediately dial
2. Broken dial tone: Dial 40 (in group) or 41 (out of group).
3. Replace the handset to finish.
0.
Conference Calls
During a call, other extensions can add callers to create a conference call. They can
setup conferences including up to 64 parties. In addition, your System Manager can
set up dial-in conferences. Standard phones cannot start or add calls to a
conference but can be invited to join in a conference or to dial in to a conference.
To join a conference:
1. An caller may invite you to join a conference. If you agree, do not hang up but
wait until you hear a short bleep to tell you that you are in conference.
Joining a dial-in conference:
1. To join a dial-in conference call, dial the conference call number (obtained from
your System Manager). You may be asked for a password.
Note: External callers can join a dial-in conference by requesting the
Operator to transfer them to the conference number.
2. As new members join the conference, you will hear two bleeps.
To exit a conference
1. Replace the handset. This does not affect any other callers involved in the
conference.
:
Personal Alarms
You can set a Personal Alarm for your phone. When it takes place, the phone will
give a repeating triple ring for 20 seconds or until you lift and replace the handset.
To set or alter an alarm
1. Lift the handset and dial 8hhmm# where hhmm is the time in 24-hour clock
format.
To clear an alarm before it occurs
1. Lift the handset and dial 8 #.
INDeX 11.0 20AT Telephone User's Guide Other Features – Page 21
38DHB0002UKHB Issue 1 (10/05/2004) Group
:
:
Page 22 - Voice Manager Using Voice Manager
Voice Manager
Using Voice Manager
The system can include a Voice Manager to record messages for you in your own
voice mailbox.
• Voice Manager Functions:
The INDeX supports a number of different Voice Managers and so the range of
options available to you may differ.
To switch voice mail on/off:
1. To switch voice mail usage on, set the Voice Manager number as your phone's
diverts (see page 18). Cancel the diverts to stop voice mail.
Customising Your Mailbox
You can customise your mailbox in many ways. We strongly recommend that you
set a passcode to keep your mailbox private.
To customise your mailbox:
1. Dial the Voice Manager extension number (________).
2. When answered, dial # for the message desk.
3. Dial your ID. (_____) and your password if requested.
4. You should hear the normal voice manager greeting telling you what messages
you have. Dial 7 and select one of the following.
• Temporary Greeting: Dial 0.
This replaces your permanent greeting until it is automatically deleted at a
set time (___:___ am/pm).
• Record Name: Dial 1.
• Set Password: Dial 2.
Do not set an obvious password such as 1234, 0000 or your ext. number.
• Day Alert Number: Dial 3.
During day service, the Voice Manager rings this number if you have new
messages. This is not used if you set a message light number.
• Permanent Greeting: Dial 4.
The Voice Manager plays this to callers diverted to your mailbox.
• Personal Greetings: Dial 5. A personal greeting can be played according to
the reason why the call was diverted to your mailbox.
• Other Options: Dial .
Page 22 - Voice Manager INDeX 11.0 20AT Telephone User's Guide
Using Voice Manager 38DHB0002UKHB Issue 1 (10/05/2004)
Collecting Voice Messages Voice Manager – Page 23
Collecting Voice Messages
Check your mail regularly. The system deletes new and old messages after set
periods. You can check your mailbox from an external phone. It must have touch
tone (MF) dialling with and # keys.
After entering your mailbox the Voice Manager tells you how many messages you
have.
To collect voice messages:
1. Dial the Voice Manager extension number (________).
2. When answered, dial # for the message desk.
3. Dial your ID. (_____) and your password if requested.
4. The Voice Manager will tell you what messages you have.
5. Use the options below to play/action your messages.
Playing Messages
While playing messages, use the following controls.
To play messages:
To hear the next message: Dial 3.
To hear the previous message: Dial 1.
To rewind the message: Dial 4.
To fast forward the message: Dial 6.
To hear the message details (date & time): Dial 5.
To record a message in another mailbox: Dial 2.
Actioning Messages
While playing a message, you can action it in several ways:
To action a message:
Dial 0 and select one of the following:
To delete the message: Dial #.
To copy the message to another mailbox: Dial 0 .
To redirect the message to another mailbox: Dial 1.
To record a reply in the senders mailbox: Dial 2.
To call the sender: Dial 3.
To finish actioning the message: Dial
.
INDeX 11.0 20AT Telephone User's Guide Voice Manager – Page 23
38DHB0002UKHB Issue 1 (10/05/2004) Collecting Voice Messages
Page 24 - Good Phone Usage General Phone Usage
Good Phone Usage
General Phone Usage
The phone provides a quick method of communication. However, think carefully
about how you use the phone. Your manner is a key part of the company's and your
image. Since the phone does not convey smiles, shrugs, nods, etc, how you speak
is all important.
• Speak clearly and maintain a friendly manner.
• Be precise and avoid rambling.
• 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.
• If you have to talk to someone else in the office during a call, inform the caller
and then use HOLD (see page 17).
• 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.
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, callback as soon as possible.
• If the extension diverts to Voice Mail, leave a message. Do not hold for the
operator unless urgent.
Page 24 - Good Phone Usage INDeX 11.0 20AT Telephone User's Guide
General Phone Usage 38DHB0002UKHB Issue 1 (10/05/2004)
Index – Page 25
Index
Actioning messages ............... 23
Alarms.................................... 21
Alert number........................... 22
Answer calls ........................... 15
Barred terminal....................... 20
Broadcast
Make........................................ 10
Busy camp on......................... 14
Call
External...................................... 9
Make internal ............................. 9
Call answer ............................ 15
Call hold ................................. 17
Call park ................................. 17
Call pickup.............................. 15
Call waiting............................... 5
Callback ................................. 14
Callback ring timeout.............. 20
Camp on................................. 14
Change passcode .................. 20
Collecting message................ 23
Collecting voice mail............... 23
Common hold......................... 17
Conference calls..................... 21
Copy message ....................... 23
Customise mailbox................. 22
Date
Message .................................. 23
Day alert number.................... 22
Delete messages.................... 23
Dialling
Internal....................................... 9
Dialling timeout......................... 7
Divert
Set numbers ............................ 19
Divert all ................................. 18
Setup ....................................... 19
Divert no answer time............. 20
Do not disturb......................... 18
Enter passcode ...................... 20
Enter PIN................................ 12
Exclusive hold ........................ 17
Extension
Page ........................................ 10
External call
Making ....................................... 9
Redial......................................... 9
Fast forward ........................... 23
Fax collection ......................... 23
Fax number ............................ 22
Greeting ................................. 22
Group
Joining/leaving.......................... 21
Page ......................................... 10
Selective ................................... 21
Group ringing timeout............. 20
Hold........................................ 17
Hotline operation .................... 10
Hunt group.............................. 21
In Group ................................. 21
Internal call
Make.......................................... 9
Last number redial.................... 9
Mailbox
Collection.................................. 23
Mailbox customise.................. 22
Make call
External ..................................... 9
Internal....................................... 9
Redial ........................................ 9
Manager transfer.................... 18
Message
Answering................................. 15
Leave........................................ 13
Message light number ............ 22
Messages - Actioning ............. 23
Mobile access......................... 12
Name mailbox ........................ 22
Next message ........................ 23
Night service
Effects of ................................... 8
No calls
On/off........................................ 18
Out of Group........................... 21
Page
Make......................................... 10
Park calls................................ 17
Passcode
Mailbox ..................................... 22
Passcode - Terminal............... 20
Permanent greeting................ 22
Personal alarms ..................... 21
Pickup..................................... 15
Pickup group .......................... 15
Pilot group .............................. 21
PIN codes
Roaming ................................... 12
Play messages....................... 23
Previous message.................. 23
Record message .................... 23
Redial ....................................... 9
Redirect.................................. 23
Reply to message................... 23
Rewind message.................... 23
Ringer timeout ........................ 20
Ringing ..................................... 8
Roaming PIN .......................... 12
Saved number redial ................ 9
Secretary filter ........................ 18
Setup mailbox......................... 22
Speak to sender ..................... 23
System Manager ...................... 3
Take other calls ...................... 15
Temporary greeting ................ 22
Terminal passcode ................. 20
Time
Message................................... 23
Timeout
Dialling........................................ 7
Ringer....................................... 20
Tones ....................................... 8
Unpark calls............................ 17
Voice mail collection............... 23
Voice Manager
Collecting messages ................ 23
Mailbox customise.................... 22
Wait on busy........................... 14
Ringback ................................ 14
INDeX 11.0 20AT Telephone User's Guide Index – Page 25
38DHB0002UKHB Issue 1 (10/05/2004)
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.
All trademarks identified by ® or TM are registered marks or trademarks,
respectively, of Avaya Inc. All other trademarks are the property of their respective
owners.
This document contains propriety information of Avaya and is not to be disclosed
or used except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"wgctechpubs@avaya.com".
© 2004 Avaya Inc. All rights reserved
Avaya
Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Email: contact@avaya.com
Web: http://www.avaya.com
INDeX 11.0 20AT Telephone User's Guide
38DHB0002UKHB Issue 1 (10/05/2004)
Loading...