Avaya IP Office 2420 User Manual

IP Office

2420 Phone User Guide

15-601127 Issue 02a - (Friday, April 6, 2018)

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The following applies if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT
PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE
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PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE
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PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE.
ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE
HTTP://WWW.MPEGLA.COM.

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Compliance with Laws
Customer acknowledges and agrees that it is responsible for complying with any applicable laws and regulations, including, but not limited to
laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the
country or territory where the Avaya product is used.

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 [phone] for the United States and Canada. For additional support telephone numbers, see the Avaya
Support website: https://support.avaya.com or such successor site as designated by Avaya.

Security Vulnerabilities
Information about Avaya’s security support policies can be found in the Security Policies and Support section of
https://support.avaya.com/security. Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow
(https://support.avaya.com/css/P8/documents/100161515).

Downloading Documentation
For the most current versions of Documentation, see the Avaya Support website: https://support.avaya.com, or such successor site as
designated by Avaya.

Contact Avaya Support
See the Avaya Support website: https://support.avaya.com for product or Hosted Service notices and articles, or to report a problem with your
Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website:
https://support.avaya.com (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya
Support.

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Contents

Contents

The Telephone1.

..................................................................... 111.1 Call Appearance Keys

..................................................................... 121.2 Call Appearance Key Icons

..................................................................... 121.3 System Features

..................................................................... 131.4 Logging Off

..................................................................... 131.5 Logging On

..................................................................... 141.6 No User

..................................................................... 141.7 The Display

Basic Call Handling Features2.

..................................................................... 162.1 Answering a Call

..................................................................... 172.2 Making a Call

..................................................................... 172.3 Clearing a Call

..................................................................... 182.4 Conference

..................................................................... 182.5 Transfer

..................................................................... 192.6 Headset Working

..................................................................... 202.7 Speakerphone

..................................................................... 212.8 Speed Dial

..................................................................... 212.9 Redial

..................................................................... 222.10 Mute

..................................................................... 222.11 Hold

..................................................................... 232.12 Message

..................................................................... 232.13 Private Call

Function Keys7.

..................................................................... 507.1 Overview of the Function Keys

..................................................................... 517.2 Display Mode

..................................................................... 527.3 Function Key Programming

..................................................................... 547.4 Shorthand Programming Mode

..................................................................... 557.5 Longhand Programming

..................................................................... 567.6 Changing Function Key Labels

System Features8.

..................................................................... 588.1 Introduction

..................................................................... 588.2 Ring Back

..................................................................... 588.3 Call Forwarding

..................................................................... 598.4 Diverting Calls

..................................................................... 608.5 Do Not Disturb

..................................................................... 608.6 Parking Calls

..................................................................... 618.7 Voicemail

..................................................................... 628.8 Default Feature Codes

EU24 Expansion Module9.

..................................................................... 649.1 EU24 Overview

..................................................................... 659.2 Connection

..................................................................... 659.3 Using the EU24 Expansion Module

...............................................................................67Index

Using Speed Dials3.

..................................................................... 273.1 Adding a New Speed Dial

..................................................................... 283.2 Dialling a Speed Dial Number

..................................................................... 283.3 Deleting a Speed Dial

..................................................................... 283.4 Editing a Speed Dial

..................................................................... 283.5 Converting a Call Log Entry to a Speed Dial

Using Visual Voice4.

..................................................................... 314.1 Listen to Voicemails

..................................................................... 324.2 Send a Voicemail

..................................................................... 334.3 Changing Your Greeting

..................................................................... 344.4 Changing Your Mailbox Password

..................................................................... 354.5 Email Alerts

..................................................................... 354.6 Voicemail Transfer

Using the Call Log5.

..................................................................... 395.1 Setting Which Calls are Logged

..................................................................... 395.2 Viewing the Call Log

..................................................................... 405.3 Making Calls from the Call Log

..................................................................... 405.4 Saving a Call Log Entry to Your Speed Dial List

..................................................................... 415.5 Deleting a Call Log Entry

..................................................................... 415.6 Erasing All Logged Calls

Changing Options6.

..................................................................... 446.1 Ring Options

..................................................................... 456.2 Adjusting the Display Contrast

..................................................................... 456.3 Call Log Setup

..................................................................... 456.4 Miscellaneous

..................................................................... 466.5 Using Self Test

..................................................................... 466.6 Default Phone/Erase All Settings

..................................................................... 476.7 Language

..................................................................... 476.8 Automatic Gain Control (AGC)

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Chapter 1.
The Telephone

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1. The Telephone

This guide covers the use of the 2420 phones on IP Office.

The Telephone:

1. Display, Call Appearance and Feature Buttons: Call Appearance keys enable you to handle multiple calls and

the display shows call information. Details on system features (allocated by your system administrator) can also be
displayed. See Call Appearance Keys and Overview of the Function Keys .

11 50

2. Message Lamp: The lamp is used as follows:

· On (Continuous): There are new messages in your voicemail mailbox, or another mailbox for which you have

been configured to receive "Message Waiting Indication".

· Flashing: The lamp can also be set to flash when the phone receives a call. See Ring Options .

44

3. Previous/Next Page: Move through the different pages of the call handling, speed dials and call log screens.

Also used to move the cursor during data entry.

4. MESSAGES: Access your mailbox.

5. Call Handling Buttons:

· HOLD: Red button used to place a call on hold.

· TRANSFER: Transfers a call to another phone.

· CONFERENCE: Sets up conference calls with more than one other person.

· DROP: Drops the current call or, if on a conference call, drops the last person to join the conference.

· REDIAL: Redials the last number dialed or displays the last 6 numbers dialed from the phone, depending

on configuration via the Options menu.

6. Dial Pad: Standard 12-button pad for dialling phone numbers.

7. Volume Controls: Adjust the speaker, handset, headset, or ringer volume depending on which is currently

in use.

8. MUTE: Turns the microphone on/off. When in use, the associated light is on and the caller cannot hear you.

9. HEADSET: Switches from handset to headset. The light associated with this button turns on when the headset

is active.

10. SPEAKER: Access the speakerphone. The light associated with this button turns on when the speakerphone is

active. The handset is muted while the speaker or headset is in use.

11. EXIT: Returns you to the main call handling screen.

12. Softkeys : Used to navigate to or initiate certain features, such as Speed Dial or Call Log, as well as control

certain actions within the features. These keys correspond to the text prompts in the display screen immediately
above them.

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The Telephone:

1.1 Call Appearance Keys

Normally, the first page of the main call handling screen contains three keys set as 'call appearance' keys. These are
allocated to you by your system administrator and are indicated as a=, b= and c=. An underscored call appearance key
(e.g. a=) indicates that the line is active.

Your system administrator can allocate a call appearance key with:

·

A Bridged Appearance

A bridged appearance key matches the status and operation of the call appearance key on a pre-defined colleague’s
phone. Hence, you can pick-up, make and receive calls on behalf of your colleague.

·

A Line Appearance

An IP Office exchange line (but not IP lines) can be allocated to you such that the status of that line is displayed and
you can use the line appearance key to make and receive calls.

·

Call Coverage Appearance

A call coverage appearance key alerts you when a pre-defined colleague is receiving a call. The covered user does
not need to be using call appearance keys. Hence, you can pick-up calls on behalf of your colleague.

For details of Bridged, Line and Call Coverage Appearance keys set-up and their operation, refer the IP Office Key and
Lamp Operation manual.

Having more than two call appearance keys is very useful. When holding a call, you can answer or make another call and
then switch between calls, transfer or conference. If you are set to receive call waiting indication, the waiting call is shown
against the next call appearance key.

Caution

·

Although the system administrator can replace the call appearance keys with Bridged, Line and Call Coverage
Appearance keys, this would severely restrict the use of features such as conference and transfer.

It is for this reason that it is strongly recommended that all call appearance keys remain at their default
settings.

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1.2 Call Appearance Key Icons

The icons displayed against the Call Appearance/Feature keys, allow you to determine the status (for example, on
HOLD) of each call. Icons also indicate whether a feature has been activated for a particular button.

·

Incoming Call:

A symbol next to a call appearance key indicates an incoming call.

·

Connected:

A symbol next to a call appearance key indicates that it is the currently connected call. The caller's phone number
(if available) is also shown. To put the call on hold, press HOLD. An H is displayed.

·

On HOLD:

A symbol next to a call appearance key indicates a call on hold. To take the call off hold and put any other current
call on hold, press .

·

Function Active:
The button to the left or right of the function key is active.

1.3 System Features

System Features can only be set against soft Function Keys by your system administrator. However, your system administrator may allocate you two ‘self administrator’ features that will enable you to add System Features to your soft Function Keys.

In addition, there are a number of System Features that you can always access yourself by the use of short codes.
Refer to System Features Introduction for details of System Features that you can always access yourself by dialling
short codes. For example, to listen to your voicemail messages, dial *17.

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The Telephone: System Features

1.4 Logging Off

If you have been allocated a login code, you can log your phone off to prevent unauthorized use during an absence, or for
privacy purposes.

If you are logging off from another extension, the system will log you back in at your home extension, unless the force­login option is set.

Caution

·

Call Log entries and certain Speed Dial settings will remain on the extension even when you are logged out.

To log off the phone where you had logged on dial *36.

1.5 Logging On

Your administrator has created your initial configuration so that you will be automatically logged on to your home
extension. However, you may be required to log in for the following reasons:

·

Forced login - if your configuration does not allow automatic login to your home extension.

·

To use an extension other than your own (hot desking)

·

If you, or somebody else, has logged you out of your extension.

Notes

·

When hot desking, any short codes you have setup on your home extension will be passed to the extension you have
logged on to.

·

Certain information such as speed-dials and call log are telephone model dependent, and will not be passed to the
new extension.

·

You will be able to hot desk to extensions on remote sites only if the Small Community Advanced Networking License
is installed on that system.

To login to your home extension (forced login), enter *35*P#, where 'P' is your login code.

To login at another extension (hot desking), enter *35*N*P#, where 'N' is your home extension number and 'P' is

your login code.

Notes

·

Your login code, if configured, will be supplied by your Administrator.

·

You have 4 attempts at logging on. If you fail to logon correctly, the message "Invalid" will be shown on the main
display and you will hear the busy tone. If you fail all 4 attempts to log on, you must wait 90 seconds before any
login will be accepted, whether correct or not.

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1.6 No User

B

Phone Locked:

Internal calls only.

D

Call Forwarding On:

See Call Forwarding .

G

In Group:

You can enable/disable group membership.

H

Held Call:

Shows the number of held calls. See HOLD .

N

Do Not Disturb On:

See Do Not Disturb .

NoUser

No User:

The extension is not currently logged on. see No User

O

Out of Hours:

This is displayed if one or more Hunt Groups is in "Out-of-Hours" mode.

P

Parked Calls:

Shows the number of parked calls.

T

Twinned:
The phone is being used as the twin of another phone.

DISC

Disconnected:
To end the call, press SPEAKER.

CONN

Connected:

You are on a call.

ssss

Suppressed Code

When an account or authorization code is entered, the number you enter is displayed as "ssss" for security
purposes.

CONF

CONFERENCE Call:

You are part of a conference call, displayed on the left hand side of the display. See CONFERENCE Calls .

The NoUser configuration will be used for extensions where the home user is not currently logged on for example:

·

The home user is logged on to another extension

·

Forced login is enabled

An extension set as NoUser will display the name "NoUser" and the extension number.

If required, and you have been allocated a login code, you can logon using your extension number and login code. (see

Logging On )

Note

·

Although internal calls may be made from an extension marked NoUser, normally calls cannot be received on that
extension.

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1.7 The Display

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Chapter 2.
Basic Call Handling Features

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2. Basic Call Handling Features

2.1 Answering a Call

When a call arrives at your phone, you hear a ringing tone and a blinking bell icon appears on the associated call
appearance.

To answer an incoming call:

Do one of the following:

·

If you are not active on another call, answer the call using your handset, headset or speakerphone (see

Speakerphone ).

·

If you are active on a call already, place the active call on hold (see Hold ), and then answer the incoming call.

·

If the call appearance for the ringing call is not displayed on the current screen page, press EXIT to return to
the first page of the Home screen. When you locate the call appearance for the ringing call, press the corresponding
call appearance button.

·

If you are a member of a hunt group, you will see a blinking bell icon next to your group name, for example "Sales
". Press Sales to answer the call.

Note

·

To redirect an incoming call, do not answer, press DROP to redirect the call to Forward On No Answer (if set) or
voicemail (if available).

To answer a call at another extension:

You can answer from your own phone by using Call Pick-Up; lift your handset and dial:

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·

*30 to answer a call ringing anywhere.

·

*31 to answer a call within your group.

·

*32*201# to answer the call for a particular extension, in this example 201.

The default ring cadences are:

·

Internal calls - single ring cadence.

·

External calls - double ring cadence.

These can be changed by your system administrator.

Note

·

If your phone rings for any longer than a specified period (15 seconds in default), any re-direction feature that you
have activated, such as voicemail or call forwarding, will come into effect.

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Basic Call Handling Features: Answering a Call

2.2 Making a Call

You can make calls from the phone using a variety of methods as follows:

To manually make a call:

1. Lift the handset and dial the required number on the key pad. Remember to include the required access code (for
example; 9 for an outside line) and listen to the progress of the call.

2. Adjust the speakerphone volume as necessary.
To change the volume, press and . The eight volume levels are displayed.

3. If the call is not answered, press SPEAKER or DROP.
If the call is answered, either speak or pick up the handset and speak to the called party.

To automatically make a call:

Do any of the following:

·

To have the phone dial the last number that you dialed, press REDIAL and then press the function key
associated with the call. See Redial .

·

Access the Call Log and initiate a call to a specific entry. See Making Calls from the Call Log .

·

Access the Speed Dial List in your personal directory and initiate a call to a specific entry. See Dialling a Speed Dial

Number .

When the call is answered, either speak or pick up the handset and speak to the called party.

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2.3 Clearing a Call

To clear an established call:

Either:

·

Replace the handset.

or

·

Press DROP.

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2.4 Conference

The Conference feature allows you to conference other parties (including yourself) into a call.

Notes

·

The number of parties allowed in a conference is controlled by your phone system.

·

Two Call Appearance keys are required for the conference feature.

To add another party to a call:

1. Press CONFERENCE.

2. Dial the number of the person you want to add to the call.

3. To add the person to the call, press CONFERENCE again.
If the called party does not answer or does not want to join the conference, press DROP. To return to the held
call, press adjacent to the held call.

4. Repeat steps 1 through 5 for additional conference connections.

To see the details of the different participants in the conference, press and Prev/Next.

Notes

·

To leave a conference call, hang up.

·

To display which conference participants to drop from the conference, press DROP. You can then select the
participant to drop by pressing the and Prev/Next buttons to display the participant, then press DROP

again.

2.5 Transfer

This feature allows you to transfer a call from your phone to another extension or outside number.

1. With a call in progress, press TRANSFER.

2. When you hear dial tone, dial the number to which the call is to be transferred. Then do one of the following:

·

To transfer the call without announcing it (an unsupervised transfer), press TRANSFER again. The
transfer is complete.

·

To announce the call before transferring it (a supervised transfer), wait for the called party to answer:

·

If the called party is willing to accept the call, press TRANSFER again to complete the transfer.

·

If the called party does not wish to accept the call or there is no answer, press DROP. To return to the
held call, press adjacent to it.

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Basic Call Handling Features: Transfer

2.6 Headset Working

When a headset is to be used, it must be plugged in to the headset socket on the base of the phone. To activate the
headset and switch off the handset, press HEADSET. The lamp beside the button is illuminated when headset

working is activated.

To answer an incoming call:

1. Press HEADSET.

If you are already on a call:

·

Place the first call on hold

·

Press next to the flashing bell icon ( ).

To clear a headset call:

·

Press DROP.

To manually make a call:

·

Press HEADSET.

·

Dial the number. Remember to include the required access code (for example; 9 for an outside line) and listen to the
progress of the call.

To automatically make a call:

·

Press HEADSET.

Do any of the following:

·

Press REDIAL and then press to have the phone dial the last number that you dialed. See Redial .

·

Access the Call Log and initiate a call to a specific entry. See Making Calls from the Call Log .

·

Access the Speed Dial List in your personal directory and initiate a call to a specific entry. See Dialling a Speed Dial

Number .

When the call is answered, speak to the called party.

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2.7 Speakerphone

The two-way built-in speakerphone allows you to make and answer calls without lifting your handset. Keep in mind that
two-way speakerphones may not operate satisfactorily in every environment (such as in very noisy locations).

·

For IP Office 4.1 and higher, the Group Listen function can be used to hear a call via the speaker but talk through the
handset. Consult your System Administrator for more details.

To make or answer a call without lifting the handset, or to use the speakerphone with any feature:

1. Press SPEAKER. The LED beside the button illuminates.

2. Make or answer the call, or access the selected feature.

Adjust the speakerphone volume if necessary. To change the volume, press and . The eight volume levels are
displayed.

To change from the speakerphone to the handset (or headset if fitted):

·

Pick up the handset (or press HEADSET) and talk.

To change from the handset to the speakerphone:

·

Press SPEAKER and hang up the handset.

To end a speakerphone call:

·

Press SPEAKER again.

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Basic Call Handling Features: Speakerphone

2.8 Speed Dial

The Speed Dial feature enables you to automatically dial calls to phone numbers stored in your personal directory. For
more information about the Speed Dial facility, see Using Speed Dials.

To make a call to a personal directory entry using the Speed Dial feature:

1. From the Home screen, press any Soft Key.

2. From the Home screen, press SpDial. The Speed Dial screen is displayed.

3. Press the button next to the entry you want to call.

Note

·

If the entry you want is not displayed, press and to search through the entries or key the first letter of the
required name to jump to the page with a matching entry.

The phone dials the number for you.

2.9 Redial

The Redial feature automatically redials a previously dialed extension or outside number (up to 24 digits). Your phone will
store up to ten of the last numbers dialed.

Note

·

If you have dialed the same number twice in succession, it will only have one appearance in the redial list.

To redial a previously dialed number:

·

Press REDIAL and then press and to search through the entries. When you have located the required
number, press the associated button next to the number.

To redial the last number dialed:

·

Press REDIAL twice.

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