Avaya IP OFFICE 3.2 2420 User Manual 2

2420 Digital Telephone User’s Guide

Release 4

555-250-701

Issue 3

November 2004

Notice

Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change.

War ra nt y

Avaya Inc. provides a limited warranty on this product. 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 through the following Web site: http://www.avaya.com/support.

Hearing Aid Compatibility

The 2400-Series telephones are Hearing Aid Compatible (HAC) when the Automatic Gain Control is disabled, and thus all units have “HAC” printed on them.

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 may 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 Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical assistance or support, in the United States and Canada, call the Technical Service Center's Toll Fraud Intervention Hotline at 1-800-643-2353.

Disclaimer

Avaya is not responsible for any modifications, additions or deletions to the original published version of this documentation unless such modifications, additions or deletions were performed by Avaya. Customer and/or End User agree 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 the Customer or End User.

How to Get Help

For additional support telephone numbers, go to the Avaya support Web site: http://www.avaya.com/support

. If you are:

• Within the United States, click the Escalation Contacts link. Then click the appropriate link for the type of support you need.

• Outside the United States, click the Escalation Contacts link. Then click the International Services link that includes telephone numbers for the international Centers of Excellence.

Providing Telecommunications Security

Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party.

Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based), or asynchronous (character-, message-, or packet-based) equipment, or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs).

Responsibility for Your Company’s Telecommunications Security

The final responsibility for securing both this system and its networked equipment rests with you - Avaya’s customer system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure:

• Your Avaya-provided telecommunications systems and their interfaces

• Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products

Standards Compliance

Avaya Inc. is not responsible for any radio or television interference caused by unauthorized modifications of this equipment or the substitution or attachment of connecting cables and equipment other than those specified by Avaya Inc. The correction of interference caused by such unauthorized modifications, substitution or attachment will be the responsibility of the user. Pursuant to Part 15 of the Federal Communications Commission (FCC) Rules, the user is cautioned that changes or modifications not expressly approved by Avaya Inc. could void the user’s authority to operate this equipment.

Product Safety Standards

This product complies with and conforms to the following international Product Safety standards as applicable:

Safety of Information Technology Equipment, IEC 60950, 3rd Edition, or IEC 60950-1, 1st Edition, including all relevant national deviations as listed in Compliance with IEC for Electrical Equipment (IECEE) CB-96A.

Safety of Information Technology Equipment, CAN/CSA-C22.2 No. 60950-00 / UL 60950, 3rd Edition, or CAN/CSA-C22.2 No. 60950-1-03 / UL 60950-1.

Safety Requirements for Customer Equipment, ACA Technical Standard (TS) 001 - 1997.

One or more of the following Mexican national standards, as applicable: NOM 001 SCFI 1993, NOM SCFI 016 1993, NOM 019 SCFI 1998.

Electromagnetic Compatibility (EMC) Standards

This product complies with and conforms to the following international EMC standards and all relevant national deviations:

Limits and Methods of Measurement of Radio Interference of Information Technology Equipment, CISPR 22:1997 and EN55022:1998.

Information Technology Equipment – Immunity Characteristics – Limits and Methods of Measurement, CISPR 24:1997 and EN55024:1998, including:

• Electrostatic Discharge (ESD) IEC 61000-4-2

• Radiated Immunity IEC 61000-4-3

• Electrical Fast Transient IEC 61000-4-4

• Lightning Effects IEC 61000-4-5

• Conducted Immunity IEC 61000-4-6

• Mains Frequency Magnetic Field IEC 61000-4-8

• Voltage Dips and Variations IEC 61000-4-11

Power Line Emissions, IEC 61000-3-2: Electromagnetic compatibility (EMC) – Part 3-2: Limits – Limits for harmonic current emissions.

Power Line Emissions, IEC 61000-3-3: Electromagnetic compatibility (EMC) – Part 3-3: Limits – Limitation of voltage changes, voltage fluctuations and flicker in public low-voltage supply systems.

Federal Communications Commission Statement

Part 15:

Note: This equipment has been tested and found to comply with the

limits for a Class B digital dev ice, pursuant to Part 15 of the FCC

Rules. These limits are designed to provide reasonable protection

against harmful interference when the equipment is operated in a

commercial environment. This equipment generates, uses, and can

radiate radio frequency energy a nd, if not installed and used in

accordance with the instructio n manual, may cause harmful

interference to radio communicatio ns. Operation of this equipment in

a residential area is likely to cause harmful interference in which case

the user will be requ ired to correct the inte rf erence at his own expense.

Installation and Repairs

Before installing this equipment, users should ensure that it is permissible to be connected to the facilities of the local telecommunications company. The equipment must also be installed using an acceptable method of connection. The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations.

Repairs to certified equipment should be coordinated by a representative designated by the supplier. Any repairs or alterations made by the user to this equipment, or equipment malfunctions, may give the telecommunications company cause to request the user to disconnect the equipment.

Declarations of Conformity

United States FCC Part 68 Supplier’s Declaration of Conformity (SDoC)

Avaya Inc. in the United States of America hereby certifies that the equipment described in this document and bearing a TIA TSB-168 label identification number complies with the FCC’s Rules and Regulations 47 CFR Part 68, and the Administrative Council on Terminal Attachments (ACTA) adopted technical criteria.

Avaya further asserts that Avaya handset-equipped terminal equipment described in this document complies with Paragraph 68.316 of the FCC Rules and Regulations defining Hearing Aid Compatibility and is deemed compatible with hearing aids.

Copies of SDoCs signed by the Responsible Party in the U. S. can be obtained by contacting your local sales representative and are available on the following Web site: http://www.avaya.com/support.

All Avaya media servers and media gateways are compliant with FCC Part 68, but many have been registered with the FCC before the SDoC process was available. A list of all Avaya registered products may be found at:

http://www.part68.org by conducting a search using “Avaya” as

manufacturer.

European Union Declarations of Conformity

Part 68: Answer-Supervision Signaling

Allowing this equipment to be operated in a manner that does not provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answer-supervision signals to the public switched network when:

• answered by the called station,

• answered by the attendant, or

• routed to a recorded announcement that can be administered by the customer premises equipment (CPE) user.

This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to the public switched telephone network. Permissible exceptions are:

• A call is unanswered.

• A busy tone is received.

• A reorder tone is received.

Avaya attests that this registered equipment is capable of providing users access to interstate providers of operator services through the use of access codes. Modification of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator Consumers Act of

1990.

Canadian Department of Communications (DOC) Interference

Information

This Class B digital apparatus complies with Canadian ICES-003.

Cet appareil numérique de la classe B est conforme à la norme NMB-003 du Canada.

This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment.

Avaya Inc. declares that the equipment specified in this document bearing the “CE” (Conformité Europeénne) mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/ EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC).

Copies of these Declarations of Conformity (DoCs) can be obtained by contacting your local sales representative and are available on the following Web site: http://www.avaya.com/support.

Japan

This is a Class B product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance may occur, in which case, the user may be required to take corrective actions.

To order copies of this and other documents:

Call: Avaya Publications Center

Voice 1.800.457.1235 or 1.207.866.6701 FAX 1.800.457.1764 or 1.207.626.7269

Write: Globalware Solutions

200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Management

E-mail: totalware@gwsmail.com

For the most current versions of documentation, go to the Avaya support Web site: http://www.avaya.com/support.

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Support for Call Center Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Support for Optional Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Safety Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2420 Telephone Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

2420 Telephone User Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

The Home Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Navigating in the Home Screen Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Call Appearance and Call Identification Displays . . . . . . . . . . . . . . . . . . . . . . . 15

Status Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Call-Handling Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Answer a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Make a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Speakerphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Getting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

The Speed Dial Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Working in the Speed Dial Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Managing Your Speed Dial List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Quick Access to Speed Dial Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Editing Speed Dial Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

Entering Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Dialing Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Adding Speed Dial Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Editing Speed Dial Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Deleting Speed Dial Entries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

The Call Log Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

The Call Log Summary Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Working in the Call Log Summary Screen . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Call Log Detail Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Working in the Call Log Detail Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Using the Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Viewing the Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Making Calls from the Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Issue 3 November 2004 5

Contents

Saving a Call Log Entry to Your Speed Dial List . . . . . . . . . . . . . . . . . . . . . 36

Deleting a Call Log Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

The Label Action Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Working in the Label Action Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Managing Your Call Appearance/

Feature Button Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Editing Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Viewing the System Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Restoring the System Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

The Options Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Working in the Options Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Selecting Personalized Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Ring Pattern. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Visual Ring (Flash Message Lamp). . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Show Phone Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Call Log Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46

Display Mode (Call Center Mode) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Erase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Stay in Speed Dial Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Self Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Using Selected Voice Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Abbreviated Dialing/Automatic Dialing (AD) . . . . . . . . . . . . . . . . . . . . . . . 52

Call Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Call Pickup and Directed Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Leave Word Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Send All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56

Whisper Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Using Display Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Call Timer and Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Inspect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Tones and Their Meaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

6 2420 Digital Telephone User’s Guide

Overview

The 2420 Digital Telephone is a multiline digital telephone for use with an Avaya call processing system. The 2420 telephone puts convenient features and capabilities at your fingertips, including:

● an easy-to-read screen—that allows you to view

- call appearance/feature button labels

-the call log

- speed dial lists

- call identifier information

● a flexible call appearance/feature button display—that allows you to choose between

an 8 or 12-button label format and eliminates the need for paper button labels. You can display up to 24 additional call appearance/feature buttons for your call processing system on the optional EU24 Expansion Module. See Support for Optional Devices

● a customizable interface—that allows you to

- create personal speed dial lists

- specify the call types you want to appear in the call log

- select the telephone ring pattern

on page 9.

- customize the call appearance/feature button labels

- choose the language displayed on your 2420 telephone

Note:

Note: You can choose to view screen text in English, German, French, Spanish, Italian,

Dutch, Portuguese, and Japanese.

● a programmable speed dial list—that allows you to store up to 104 entries.

● a programmable call log—that supports up to 100 entries. Each entry includes calling

party name and number, when available, for incoming calls. The call log also allows you to specify the call types that are logged and displayed. The call log can contain entries for outgoing calls and answered or unanswered incoming calls.

● customizable call appearance/feature button labels—that allow you to change the

labels for the call appearance/feature buttons programmed on your call processing system. Up to 13 characters can be displayed for each label.

When you install the 2420 telephone, your call processing system recognizes your telephone instantly. If the system manager administers the 2420 telephone properly, you can move the 2420 to another office at your location, and it will work without interruption. There is no need to wait for reprogramming or technical support

Issue 3 November 2004 7

Support for Call Center Users

To meet the needs of call center users, the 2420 telephone offers the following features:

● Call Center Mode operation—available from the Options Screen, this setting changes

the standard display from 8 to 12 call appearance/feature button labels. When you select this mode, the bottom line of the screen display, which is used for softkey labels in standard mode, can contain four more call appearance/feature buttons with shortened labels.

● compatibility with a variety of headsets —the headset interface is compatible with the

following “H-top” headpieces and equipment:

Headpieces

- Starset top H31

- Mirage top H41

- Mirage top H41N

- Supra Monaural top H51

- Supra Monaural NC top H51N

- Supra Binaural top H61

- Supra Binaural NC top H61N

- Encore Monaural Voice Tube H91

- Encore Monaural NC top H91N

- Encore Binaural Voice Tube H101

- Encore Binaural NC top H101N

- Tristar Voice Tube top H81

- Tristar Noise Canceling top H81N

- Duoset (Supra Starter) Voice Tube H141 Headband only

- Duoset (Supra Starter NC) Noise Canceling top H141N Headband only

- Duoset (Earset Starter) Voice Tub top H141 Earhooks only

- Duoset (Earset Starter NC) Noise Canceling top H141N Earhooks only

- Duoset (Starter Special VT) Voice Tube top H141 Headband & Earhooks

- Duoset (Starter Special NC) Noise Canceling top H141N Headband & Earhooks

8 2420 Digital Telephone User’s Guide

Overview

Base Units

- M12LUCM Modular Base Unit

Adapter Cord

- HIC-1 “H-top” Headset Adapter Cord

Cordless Headpiece/Base Unit

- LKA 10 Cord Free Headset (900 MHz RF)

Cordless Headset Adapter

- MIP-1 Cordless Headset Adapter

● support for the Group Listen feature—when this feature is programmed, you can use

the handset or headset and speaker of the 2420 telephone simultaneously. While you assist a customer with the headset, your supervisor can use the speaker to listen to the conversation. The modules installed with your 2420 telephone can affect this feature. See

Speakerphone

● recording capability (optional)—allows you to record conversations while you assist a

on page 19 for details.

customer. This capability requires the 20A stand and 201A module described in Support

for Optional Devices.

Support for Optional Devices

Optional devices are available to expand the capabilities of the 2420 telephone. They include:

● 20A Stand—Every 2420 telephone is equipped with a convertible stand that allows you to

install the 2420 telephone on your desktop or on a wall. You must replace this convertible stand with the 20A stand if you use a 200A or 201A module.

● 200A Module Analog (U.S.) Adjunct Interface—This module provides standard tip/ring

capabilities, which allow you to connect analog devices such as a fax machine to the 2420 telephone.

● 201A Module Recorder Interface—This module allows you to record telephone

conversations. In addition, this module allows you to use two headsets with the jacks on the 20A stand.

● EU24 Expansion Module—This module can display up to 24 additional call appearance/

feature buttons that are programmed for your call processing system. Buttons are displayed in two columns, with one column displayed at a time on the EU24 screen.

For more information, see the documents that are included with each device.

Issue 3 November 2004 9

Safety Information

Your 2420 telephone is manufactured according to industry standards for quality and safety assurance. When using your telephone, follow recommended safety precautions to reduce the risk of fire, electrical shock, and personal injury. See the 2420 Installation and Safety Instructions that were packaged with your telephone.

2420 Telephone Components

See to Figure 1 to familiarize yourself with your 2420 telephone screen display, buttons, and programmable features.

Figure 1: 2420 Telephone Components

Table 1 describes the 2420 telephone components presented in Figure 1.

10 2420 Digital Telephone User’s Guide

The following items correspond to the numbers in Figure 1.

Table 1: The 2420 Telephone Components

2420 Telephone Components

1) Call appearance/feature buttons — Use to access incoming/outgoing lines and programmed features. An underscore indicates the currently selected call appearance.

2) Display — Shows the status for the call appearances, information for a call, information provided by the Avaya call server, the Home screen, the Speed Dial screen, the Call Log screen, and the Options screen.

3) Softkeys — Allow you to perform specific functions. The functions available and the corresponding softkey labels change according to the screen displayed.

4) Exit button — Returns you to the first page of the Home screen.

7) Dialpad — Standard 12-button pad that allows you to dial telephone numbers.

8) Speaker button — Use to access the built-in two-way speakerphone. The light associated with this button turns on when the speakerphone is active.

9) Headset button — Use to activate a headset that is connected to the 2420 telephone. The light associated with this button turns on when the headset is active.

10) Mute button — Turns off the microphone in the handset, headset, or speaker. When the Mute feature is active, the associated light turns on, and the person at the other end of the call cannot hear you.

5) Arrow keys — Use to move between screen pages, to cycle through Call Log entries and Speed Dial entries, and to move the cursor during data entry.

6) Message lamp — This lamp is lit when a message has arrived in your voice mailbox. When you enable the Flash Message Lamp option, this lamp flashes to alert you to incoming calls. You can retrieve messages using

11) Volume control buttons — Use to adjust speaker, handset, headset, or ringer volume depending on which component is in use.

12) Call handling buttons — For call handling activities. See Call-Handling

Features on page 17 for more information.

Issue 3 November 2004 11

2420 Telephone User Checklist

The remainder of this guide contains procedures for using specific screens, features, and keys on the 2420 telephone. The following table directs you to sections explaining specific activities you can perform.

To See

Understand call appearance/feature button displays

Change call appearance/feature button layout by enabling Call Center mode

Answer and make calls, hold calls, transfer calls, redial numbers, and set up conference calls

Understand your personal directory vs. the call processing system Directory feature

Create and maintain a Speed Dial List Managing Your Speed Dial List

Make Speed Dial calls Call-Handling Features

Customize the labels of the call appearance/ feature buttons

Understand the Call Log Summary and Call Detail screens

Change the default Call Log settings Call Log Setup

View or update information saved in the Call Log

The Home Screen

isplay Mode (Call Center Mode) on page 47

Call-Handling Features

The Speed Dial Screen

Managing Your Call Appearance/ Feature Button Labels on page 39

The Call Log Screens

Using the Call Log

on page 13

on page 17

on page 22

on page 17

on page 29

on page 46

on page 35

on page 25

Make calls from the Call Log Using the Call Log

Retrieve voice mail messages Getting Messages

Check lamp and display component status Self Test

Change default language, ring pattern, display contrast, and various option settings

Erase personalized options and restore default settings

12 2420 Digital Telephone User’s Guide

on page 35

on page 22

on page 50

Selecting Personalized Options

Erase

on page 48

on page 43

The Home Screen

The Home screen consists of three pages and displays

● the available call appearance/feature buttons

● caller ID information

● the current date and time

● softkeys

● information provided by the Avaya call processing system

Usually, you use the Home screen to perform standard call handling. When the 2420 telephone operates in normal display mode, eight call appearance/feature buttons appear on each page of the Home screen. See Figure 2

Note:

Note: In Call Center Mode, 12 call appearance/feature button labels appear on each of

the first two pages of the Home Screen. Four call appearance/feature buttons with shortened labels rather than softkey labels appear at the bottom of pages 1 and 2. The softkey labels appear on page 3 of the Home Screen in Call Center Mode. For information about Call Center Mode, see D

Mode) on page 47.

The Home Screen

isplay Mode (Call Center

Your call processing system provides the date and time information. This information appears below the call appearance/feature button area when the telephone is idle.

Note:

Note: When the 2420 telephone receives power, several minutes might elapse before

the time and date appear on the screen. This situation occurs after a power outage or when you connect the 2420 telephone to the jack. If an incorrect date and time appear, contact your system manager.

If you program your 2420 telephone to log unanswered, incoming calls, the missed calls counter appears below the date and time. This counter displays the number of missed calls. Whenever you access the Call Log Summary screen to view the unanswered, incoming call information in the call log, the counter is reset to 0. See The Call Log Screens

on page 29 for more

information.

Issue 3 November 2004 13

Figure 2: Sample Home Screen - Page 1

a 206 : Timer

b 206 : Abr Program

c 206 : Call Pickup

Directory : SendAllCalls

4:10PM 3/29/02

New Calls: 4

SpDial Log Option Label

Navigating in the Home Screen Pages

To Press

Move to the previous or next Home

or respectively

screen page

Return to Page 1 of the Home screen at any time

Access the Speed Dial screen The SpDial softkey

Access the Call Log Summary screen The Log softkey

Access the Options screen The Option softkey

Access the Label Action screen The Label softkey

14 2420 Digital Telephone User’s Guide

Call Appearance and Call Identification Displays

By default, the 2420 telephone has eight call appearance/feature buttons per screen page. When Call Center mode is enabled, 12 call appearance/feature buttons appear on the first two pages of the Home Screen.

Starting with the first button in the upper left corner of the 2420 telephone and going down, the display identifies the buttons in the left column. These buttons are considered call appearance/ feature buttons 1 through 4. On the display, these buttons have the default labels a, b, c, etc., where a represents call appearance/feature button 1. The buttons in the right column run from 5 through 8. If Call Center mode is enabled, call appearance/feature buttons 17 through 20 are identified by default labels q, r, s, and t. These call appearance/feature buttons appear along the bottom of the screen with abbreviated labels.

When you receive or make calls, the available call identification information is displayed where the date and time appear when the telephone is idle. For example, when you dial an extension, that number is shown and then replaced by the called party’s name and extension. The call processing system provides the call identification information that is associated with an extension. When you receive a call from another extension, the caller’s name appears. When you receive a call from outside the system, the calling number (if available), “OUTSIDE CALL,” or a trunk identifier appears.

The Home Screen

One call appearance is underlined at all times. When a call arrives at the 2420 telephone, the bell icon blinks on the corresponding call appearance. After you answer the call, the active call icon is displayed. See Status Icons

on page 16 for more information.

Note:

Note: If the call appearance is not displayed on the current Home screen page, use

or to locate and answer the appropriate call appearance. See Show Phone

Screen on page 45 for more information.

The display remains in call handling mode until you activate one of the other softkey features. After you use any of these features, press to return to page 1 of the Home screen.

Issue 3 November 2004 15

Status Icons

The icons displayed on the call appearance/feature buttons of your 2420 telephone are explained in the following table. These icons replace the functionality of the green LEDs and equivalent flash rates.

Status Icons

Icon Definition

Ringing An incoming call is waiting to be

answered. See Tones and Their Meaning

page 60 for information about the corresponding audio alert.

Active The call you are currently handling.

On hold A call currently on hold.

On soft hold

Feature active

Feature pending

A call put on hold during a transfer or conference.

Feature on left side of the display currently is active.

Feature on right side of the display currently is active.

Your request is being processed but is not immediately available.

16 2420 Digital Telephone User’s Guide

Call-Handling Features

In addition, the following icons are displayed in certain feature-specific applications.

Status Icons for Feature-Specific Applications

Icon Definition

Feature status

Call-Handling Features

The procedures in this section assume that you are performing call handling with the Home screen displayed on the 2420 telephone. In addition to common procedures provided in this section, see the Overview for the Avaya Communication Manager Software (555-233-767) for alternate procedures.

Answer a call

Used by the Call Center Q Time feature.

Used by the Call Center Aux Work feature.

Used by the Call Center Service Observing feature.

When a call arrives at your 2420 telephone, you hear a ringing tone, and a blinking bell icon appears on the associated call appearance. In addition, call identification information appears. See Call Appearance and Call Identification Displays

on page 15 for more information.

To answer an incoming call

Perform one of the following:

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

speakerphone. See Speakerphone speakerphone.

● If you are active on a call already, place the active call on hold, and then answer the

incoming call. See Hold

● If the call appearance for the ringing call is not displayed on the current Home screen

on page 18 to place a call on hold.

page, use and to cycle through the pages. Use to return to page 1 of the Home screen. When you locate the call appearance for the ringing call, press the corresponding call appearance button.

on page 19 for more information about your

Issue 3 November 2004 17

Make a call

You can make calls manually or automatically from the 2420 telephone.

To make a call manually

1. Go off hook with the handset, headset, or speaker.

2. When you hear dial tone, press the dialpad buttons to enter the extension or telephone number.

If you are calling an external number, you must include the required code (for example, “9”) to access an outside line.

To have the 2420 telephone make a call automatically

Perform one of the following steps:

● Press to have the 2420 telephone dial the last number that you dialed.

● Access the Call Log and start a call to a specific entry. See Using the Call Log on page 35

for more information.

● Access the Speed Dial List in your personal directory and start a call to a specific entry.

See Speed Dial

on page 18.

Speed Dial

The Speed Dial feature allows you to have the 2420 telephone automatically dial calls to telephone numbers stored in your personal directory. See the procedures in Managing Your

Speed Dial List on page 25 to create and maintain your personal 2420 telephone directory.

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

1. From the Home screen, press the SpDial softkey.

The Speed Dial screen appears.

2. Press the button next to the entry you want to call. If the entry you want is not displayed on the current page, use and to cycle through the entries.

The 2420 telephone dials the number for you.

Hold

The Hold feature puts a call on hold until you can return to it.

To put a call on hold

Press .

18 2420 Digital Telephone User’s Guide

To return to the held call

Press the call appearance button of the held call.

Note:

Note: Your system manager might have administered the Unhold feature. In this case,

you can return to the held call by pressing .

Redial

The Redial or Last Number Dialed feature automatically redials the last extension or outside number you dialed. The Redial feature can dial a maximum of 24 digits.

To redial the last number that you dialed

Press .

Speakerphone

The two-way built-in speakerphone allows you to make and answer calls without lifting your handset. Two-way speakerphones may not operate satisfactorily in very noisy locations.

Call-Handling Features

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

1. Press .

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

3. Adjust speakerphone volume if necessary.

To raise the volume, press the volume control button . To lower the volume, press the volume control button .

The display shows the volume level. There are eight volume levels.

If you want to make the speakerphone volume louder, you can disable the speakerphone AGC. To disable the speakerphone AGC, set “Speaker AGC Enabled” to “No” in the second page of the Options screen. When enabled, speakerphone AGC automatically adjusts volume levels by increasing low signals and decreasing high signals. If you disable the speakerphone AGC, low volume levels are not increased automatically. See Working in the

Options Screen on page 43.

To change from the speakerphone to the handset

Pick up the handset and talk.

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To change from the handset to the speakerphone

1. Press .

2. Hang up the handset.

To end a speakerphone call

Press again.

To use the Group Listen feature (if administered) in which the handset or headset and the speaker are active at the same time

While you are active on the handset or headset, press .

Note: When the 201A Recorder Interface Module is installed with the 2420 telephone

Transfer

The Transfer feature allows you to transfer a call from your telephone to another extension or outside number.

Note:

and administered to use the headset jacks on the 20A, you cannot use the Group Listen feature in which the headset and speaker are active simultaneously. In this case, you can use the handset and the speaker.

To transfer the current call to another extension

1. While on a call, press .

2. When you hear dial tone, dial the number to which the call is to be transferred.

3. Perform one of the following steps:

● To transfer the call without announcing it, press again, and hang up. The transfer is

complete.

● To announce the call before transferring it, wait for the called party to answer. See Step 4.

4. When the called party answers, announce the call. If the line is busy or if there is no answer, press . Then, you can return to the held call by pressing its call appearance button.

5. Press again and hang up to complete the transfer.

The “Transfer Completed” message appears.

20 2420 Digital Telephone User’s Guide

+ 46 hidden pages