Avaya IP Office 960 Seris User Manual

Issue 03e - (28 March 2011)

9600 Series Phone User Guide

IP Office

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

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

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Contents

Introduction1.

..................................................................... 91.1 Important Safety Information

..................................................................... 101.2 9608 Telephone

..................................................................... 111.3 9620 Telephone

..................................................................... 121.4 9621 Telephone

..................................................................... 131.5 9630 Telephone

..................................................................... 141.6 9640 Telephone

..................................................................... 151.7 9641 Telephone

..................................................................... 161.8 9650 Telephone

..................................................................... 171.9 Status Letters

..................................................................... 181.10 Button Modules

..................................................................... 191.11 Phone Keys

..................................................................... 191.12 Touch Screen Operation

..................................................................... 201.13 The Phone Stand

Making Calls2.

..................................................................... 222.1 En-Bloc Dialing

..................................................................... 232.2 Call Soft Key Options

..................................................................... 242.3 Calling from the Contacts List

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

..................................................................... 252.5 Redialling a Previous Number

..................................................................... 252.6 Making a Page Call

..................................................................... 252.7 Withholding Your Number

..................................................................... 262.8 Adjust the Call Volume

..................................................................... 262.9 Muting a Call

..................................................................... 262.10 Ending Calls

Answering Calls3.

..................................................................... 293.1 Divert a Call to Voicemail

..................................................................... 293.2 Ignore an Incoming Call

..................................................................... 293.3 Answering a Page Call

..................................................................... 303.4 Call Pickup

Redialling4.

..................................................................... 324.1 Redial (Last Dialed Mode)

..................................................................... 324.2 Redial (Call Log Mode)

..................................................................... 324.3 Selecting Your Redial Mode

Holding and Parking Calls5.

..................................................................... 355.1 Holding Calls

............................................................................ 355.1.1 Holding a Call

............................................................................ 355.1.2 Taking a Call Off Hold

............................................................................ 355.1.3 Switching Between Calls

............................................................................ 355.1.4 Transfer a Held Call

..................................................................... 365.2 Parking Calls

............................................................................ 365.2.1 Park Using the Menu

............................................................................ 365.2.2 Unpark (Status Menu)

Transferring Calls6.

..................................................................... 386.1 Transfer to Voicemail

..................................................................... 386.2 Transferring a Held Call

Account Codes7.

..................................................................... 407.1 Forced Account Code Entry

..................................................................... 407.2 Manual Account Code Entry

Conference Calls8.

..................................................................... 428.1 Starting a Conference

..................................................................... 428.2 Adding a Call to a Conference

..................................................................... 428.3 Viewing Conference Details

..................................................................... 438.4 Dropping/Muting Parties

..................................................................... 438.5 Holding a Conference Call

..................................................................... 438.6 Transferring Calls Using Conference

Headset/Handsfree Operation9.

..................................................................... 469.1 Headset Operation

............................................................................ 469.1.1 Headset Volume

............................................................................ 469.1.2 Default Handsfree Audio Path

..................................................................... 479.2 Handsfree Speaker Operation

............................................................................ 479.2.1 Speaker Volume

............................................................................ 479.2.2 Default Handsfree Audio Path

Contacts/Directory10.

..................................................................... 5010.1 Managing External Contacts

..................................................................... 5110.2 Viewing Contacts Details

..................................................................... 5210.3 Make a Call from the Directory

..................................................................... 5210.4 Using the Directory for Other Functions

..................................................................... 5310.5 Adding a New Contact

............................................................................ 5310.5.1 Add a Contact from the Call Log/History

..................................................................... 5410.6 Editing a Contact

..................................................................... 5410.7 Deleting a Contact

Call Log/History11.

..................................................................... 5711.1 Accessing the Call Log/History

..................................................................... 5711.2 Making a Call

..................................................................... 5811.3 Viewing Call Details

..................................................................... 5911.4 Deleting a Record

..................................................................... 5911.5 Deleting All Records

..................................................................... 5911.6 Adding a Record to Your Contacts

Voicemail12.

..................................................................... 6212.1 Message Waiting Indication

..................................................................... 6312.2 Checking Messages

..................................................................... 6412.3 Sending a Message

..................................................................... 6412.4 Mailbox Greeting

..................................................................... 6512.5 Email Mode

..................................................................... 6512.6 Changing Your Voicemail Code

..................................................................... 6612.7 Voicemail On/Off

..................................................................... 6612.8 Transfer to Voicemail

..................................................................... 6612.9 Send a Call to Voicemail

..................................................................... 6612.10 Visual Voice

Logging In/Out13.

..................................................................... 6913.1 Logging In

............................................................................ 6913.1.1 Logging In on a Phone Already in Use

............................................................................ 6913.1.2 Logging In on a Not Logged In Phone

............................................................................ 6913.1.3 Logging In on an Unregistered Phone

..................................................................... 7013.2 Logout

..................................................................... 7013.3 Lock

..................................................................... 7013.4 Unlock

..................................................................... 7113.5 Auto Lock

..................................................................... 7113.6 Changing Your Security PIN

Redirecting Calls14.

..................................................................... 7514.1 Follow Me

............................................................................ 7614.1.1 Follow Me To (Features Menu)

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............................................................................ 7614.1.2 Follow Me (Status Menu)

............................................................................ 7614.1.3 Follow Me Here (Features Menu)

..................................................................... 7714.2 Forwarding Calls

............................................................................ 7914.2.1 Forward Unconditional (Status Menu)

............................................................................ 7914.2.2 Forward Unconditional (Features Menu)

............................................................................ 80

14.2.3 Forward On Busy/No Answer (Features Menu)

............................................................................ 8014.2.4 Forward On No Answer (Status Menu)

............................................................................ 8014.2.5 Forward On Busy (Status Menu)

..................................................................... 8214.3 Do Not Disturb

............................................................................ 8314.3.1 DND On/Off (Features Menu)

............................................................................ 8314.3.2 DND Off (Status Menu)

............................................................................ 8314.3.3 Do Not Disturb Exceptions

..................................................................... 8414.4 Twinning

............................................................................ 8414.4.1 Mobile Twinning Control

Groups15.

..................................................................... 8715.1 Group Membership

............................................................................ 8715.1.1 Group Membership On/Off (Status Menu)

............................................................................ 8715.1.2 Group Membership On/Off (Features Menu)

..................................................................... 8815.2 Group Service Status and Fallback

............................................................................ 89

15.2.1 Changing the Group Service Status (Features Menu)

............................................................................ 89

15.2.2 Changing the Group Service Status (Status Menu)

............................................................................ 9015.2.3 Changing the Group Fallback

Button Features16.

..................................................................... 9316.1 Editing Your Programmable Buttons

..................................................................... 9416.2 Abbreviated Dial

..................................................................... 9416.3 Absence Text

..................................................................... 9416.4 Account Code

..................................................................... 9416.5 Automatic Callback

..................................................................... 9416.6 Breakout

..................................................................... 9416.7 Call Forward All

..................................................................... 9516.8 Call Park

..................................................................... 9516.9 Call Park to Other

..................................................................... 9516.10 Call Pickup

..................................................................... 9516.11 Call Pickup Any

..................................................................... 9516.12 Drop Call

..................................................................... 9516.13 Flash Hook

..................................................................... 9616.14 Group BLF

..................................................................... 9616.15 Hunt Group Night Service

..................................................................... 9616.16 Internal Auto Answer

..................................................................... 9616.17 Paging

..................................................................... 9616.18 Ringer Off

..................................................................... 9616.19 Self Administer

..................................................................... 9616.20 Send All Calls

..................................................................... 9716.21 Supress Digits

..................................................................... 9716.22 User BLF

Phone Settings17.

..................................................................... 10117.1 Mobile Twinning

..................................................................... 10117.2 Withhold Number

..................................................................... 10117.3 Redial Mode

..................................................................... 10217.4 En-Bloc Dialing

..................................................................... 10217.5 Auto Lock

..................................................................... 10317.6 Ringer Controls

............................................................................ 10417.6.1 Disabling the Ringer

............................................................................ 10417.6.2 Visual Alerting

............................................................................ 10417.6.3 Coverage Ring

............................................................................ 10517.6.4 Ring Sound

............................................................................ 10617.6.5 Ringer Volume

............................................................................ 10617.6.6 Internal Auto Answer

..................................................................... 10717.7 Display Controls

............................................................................ 10817.7.1 Display Brightness

............................................................................ 10817.7.2 Display Contrast

............................................................................ 10817.7.3 Last Call Duration Display

............................................................................ 10917.7.4 Call Timer Display

............................................................................ 11017.7.5 Display Language

............................................................................ 11017.7.6 Show Call Waiting

............................................................................ 11017.7.7 Inactivity Timer (Auto Return)

............................................................................ 11117.7.8 Quick Touch Lines

..................................................................... 11217.8 Volume and Sound

............................................................................ 11217.8.1 Button Clicks

............................................................................ 11217.8.2 Error Tones

............................................................................ 11217.8.3 Ringer Volume

............................................................................ 11317.8.4 Handset Volume

............................................................................ 11317.8.5 Headset Volume

............................................................................ 11317.8.6 Speaker Volume

............................................................................ 11317.8.7 Automatic Gain Control

............................................................................ 11417.8.8 Default Handsfree Audio Path

..................................................................... 11517.9 Backup/Restore

............................................................................ 11517.9.1 Backup

............................................................................ 11517.9.2 Restore

Status Menu18.

..................................................................... 11818.1 Do Not Disturb

..................................................................... 11818.2 Follow Me To

..................................................................... 11918.3 Follow Me Here

..................................................................... 11918.4 Forward On Busy

..................................................................... 12018.5 Forward On No Answer

..................................................................... 12018.6 Forward Unconditional

..................................................................... 12018.7 Forwarded Here

..................................................................... 12118.8 Group Membership

..................................................................... 12118.9 Group Service Status

..................................................................... 12118.10 Mobile Twinning

..................................................................... 12218.11 Parked Calls

..................................................................... 12218.12 System Alarms

Short Codes19. System Administration20.

..................................................................... 12820.1 Checking the System Information

..................................................................... 12820.2 Setting the Date

..................................................................... 12920.3 Checking the Time Server Status

..................................................................... 13020.4 Setting the Time

..................................................................... 13020.5 Setting the Time Offset

..................................................................... 13120.6 System Shutdown

..................................................................... 13220.7 Memory Card Management

..................................................................... 13320.8 System Alarms

Menus21.

..................................................................... 13621.1 Features Menu

..................................................................... 13721.2 Status Menu

..................................................................... 13821.3 A Menu

Glossary22.

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..................................................................... 14022.1 Abbreviated Ring

..................................................................... 14022.2 Appearance Button

..................................................................... 14022.3 Attention Ring

..................................................................... 14022.4 Auto Hold

..................................................................... 14022.5 Bridged Appearance Button

..................................................................... 14022.6 Call Appearance Button

..................................................................... 14022.7 Call Coverage Button

..................................................................... 14022.8 Coverage Ring

..................................................................... 14022.9 Do Not Disturb

..................................................................... 14122.10 Do Not Disturb Exceptions

..................................................................... 14122.11 Follow Me

..................................................................... 14122.12 Follow Me Here

..................................................................... 14122.13 Follow Me To

..................................................................... 14122.14 Forward on Busy

..................................................................... 14122.15 Forward on No Answer

..................................................................... 14122.16 Forward Unconditional

..................................................................... 14222.17 Group

..................................................................... 14222.18 Idle Line Preference

..................................................................... 14222.19 Internal Twinning

..................................................................... 14222.20 Line Appearance Button

..................................................................... 14222.21 Logged Out

..................................................................... 14222.22 Login Code

..................................................................... 14222.23 Missed Call

..................................................................... 14222.24 Missed Group Call

..................................................................... 14222.25 Mobile Twinning

..................................................................... 14322.26 Park Call

..................................................................... 14322.27 Park Slot Number

..................................................................... 14322.28 Ringing Line Preference

..................................................................... 14322.29 Short Codes

..................................................................... 14322.30 Small Community Network

..................................................................... 14322.31 System Administrator

..................................................................... 14322.32 System Phone User

..................................................................... 14322.33 Twinning

...............................................................................145Index

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Introduction

Chapter 1.

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Introduction:

1. Introduction

This guide is for 9600 Series telephones supported by IP Office Release 7.0 running on IP Office 500 and 500v2 systems.

· 9600 Series Phones These are IP phones supported by IP Office and other Avaya telephone systems. Running H323 firmware, tThe supported phones are the:

Phone

Programmable

Buttons

Colour

Screen

Touch

Screen

Gigabit*

Headset

Speaker

Phone

Button

Module

Support

960824NoNoNo

Yes

x 3

9620L24NoNoNo

Yes

x 3

9620C24YesNoNo

Yes

–

9621G24Yes

Yes

–

9630G24NoNoYes

Yes

x 3

964024YesNoNo

Yes

x 3

9640G24YesNoYes

Yes

x 3

9641G24Yes

Yes

x 3

965024NoNoNo

Yes

x 3

9650C24YesNoNo

Yes

x 3

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

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

1.1 Important Safety Information

· ! Warning: This handset may pickup small metal objects such as metal pins or staples.

· During a power surge, EFT or ESD, calls may be dropped. After a power surge, EFT or ESD, it is normal for the

phone to restart.

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

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

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1.2 9608 Telephone

The IP Office supports the 9608 telephone.

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

Functions can be assigned to the phone's call appearance/feature buttons by your system administrator or by yourself using self-administration . Note that you cannot replace call appearances features assigned to buttons by your system maintainer but you can replace other features. However also note there are features that the system maintainer can assign that are not available to you to assign. This guide just includes features that you can assign yourself if required.

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Introduction: 9608 Telephone

1.3 9620 Telephone

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

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

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1.4 9621 Telephone

The IP Officeice supports the 9621 telephone.

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

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Introduction: 9621 Telephone

1.5 9630 Telephone

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

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1.6 9640 Telephone

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

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Introduction: 9640 Telephone

1.7 9641 Telephone

The IP Office supports the 9641 telephone.

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

In addition, the features of some button can also be accessed using fixed buttons displayed at the bottom of the screen. Through the phone's own menus you can select whether to display 1 row of 4, 2 rows of 2 or no fixed buttons at the bottom of the display.

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1.8 9650 Telephone

TheIP Office supports the 9650 and 9650C versions of the 9650 telephone.

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

In addition, the features of 16 of the 24 buttons (buttons 04 to 11 and 12 to 19) can be accessed as using the auxiliary feature buttons below the display. They are shown in two pages of 8 with the SHIFT key next to the display used to switch between which page is being displayed at any time.

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Introduction: 9650 Telephone

1.9 Status Letters

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

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

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

· G = Group Member (In Group)

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

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

· O = Out of Service An O is shown on your phone's display when any of the groups of which you are enabled as a member is set to night service mode. In that mode calls to that group are diverted to its fallback if set or otherwise to voicemail if available.

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

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

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

128 133

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1.10 Button Modules

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

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

9608 and 9641 Phones

These phones support BM12 button modules. Each button module provides the phone with an additional 24 buttons (2 pages of 12) which can be used as appearance buttons and or feature buttons .

Up to 3 button modules can be attached to a each phone. However the number of button modules supported by the telephone system may be limited by the total number of button modules attached to other phones on the telephone system.

These phones also support BM24 button modules (see below). However the phones cannot support a mix of button module types.

9630, 9640 and 9650 Phones

All variants of these phones supports BM24 button modules. Each button module provides the phone with an additional 24 buttons which can be used as appearance buttons and or feature buttons .

9620 and 9621 Phones

These phones do not support any additional button modules.

140 92

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Introduction: Button Modules

1.11 Phone Keys

The following keys are found on the phone:

Key

Description

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

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

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

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

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

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

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

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

telephone numbers to which you have access.

CALL LOG / HISTORY - This key displays a record of you most recent answered, missed and

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

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

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

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

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

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

mute is active.

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

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

FORWARD - Provides direct access to the forwarding menu options. This button is not present on the

9620 and 9650 models.

These keys have two roles:

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

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

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

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

soft key functions when appropriate to the current call to which you are protected.

1.12 Touch Screen Operation

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

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

56 59

112

74 74

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1.13 The Phone Stand

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

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

9608

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

Other 9600 Phones

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

Other Stands

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

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Making Calls

Chapter 2.

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2. Making Calls

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

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

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

2.1 En-Bloc Dialing

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

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

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

Dialing a Number Using En-Bloc Mode

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

You can use the right arrow key or the Bksp key to delete the previous digit dialed if you need to correct the number or Clear to erase the whole number.

When you have completed the number as required, you can select how you want to make the call.

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

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

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

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

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

Enabling/Disabling En-Bloc Dialing

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

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

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

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

Use Change button to select On or Off.

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Making Calls: En-Bloc Dialing

2.2 Call Soft Key Options

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

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

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

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

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

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

· Connect Take a call of hold.

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

· Drop End the call.

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

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

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

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

· ToVM Send an alerting call to your voicemail.

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2.3 Calling from the Contacts List

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

Access the contacts directory:

Press the CONTACTS key. The directory menu is displayed.

Use the left and right arrow keys to select which type of directory entries you want displayed.

· All All directory entries.

· External Directory entries stored by the telephony system for all users to use.

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

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

· Personal Your own personal directory entries.

Use the up and down arrow keys to scroll through the list or start dialing the name you want to find to display only matching entries. If you dial a name to return to the full list press the Clear soft key.

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

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

Continue as for a normally dialed call.

2.4 Calling from the Call Log/History

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

Access the call log.

Press the CALL LOG or HISTORY button.

The display will change to show your call log records. The caller's name is shown if known, otherwise the number. If you have any new missed call records, the button is illuminated and the call log will open showing your missed calls.

Use the left and right arrow keys to select which call log records you are viewing. The options are All, Missed, Incoming and Outgoing. On touch screen phones press the icon for the type of call log

records to be displayed.

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

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

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Making Calls: Calling from the Call Log/History

2.5 Redialling a Previous Number

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

List Mode

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

Access the redial list.

Press Redial. The list of outgoing calls is displayed.

Use the up and down arrow keys to scroll through the 10 most recent outgoing calls.

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

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

One Number Mode

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

Press Redial.

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

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

2.6 Making a Page Call

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

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

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

Press the paging button.

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

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

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

Feature Button

The self-administer function can be used to assign a feature button as a page button using the Group Paging action.

2.7 Withholding Your Number

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

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

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

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

Press Change to switch the option On or Off.

Press Save.

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2.8 Adjust the Call Volume

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

With the call connected, press the VOLUME key.

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

The display will return to normal after a few seconds.

2.9 Muting a Call

Muting a call stops the caller from hearing you. However you can still hear them.

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

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

setting is canceled.

To activate mute, press the

MUTE key. The button will be lit while mute is active.

To switch mute off, press the key again.

2.10 Ending Calls

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

· If the call is connected on the phone's speaker, the

SPEAKER key is lit. Pressing the key again will end the call.

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

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

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Answering Calls

Chapter 3.

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3. Answering Calls

A slow flashing red lamp on an appearance button indicates an alerting call. This may also be accompanied by ringing and by the message lamp flashing .

Selected Button

If you are currently not on a call, you can answer the alerting call in the following ways:

Select the method which you want to use to talk to the caller:

· To quiet the ringing, press the Ignore soft key. The call will still continue alerting visually and can be answered or ignored.

· To redirect the call to voicemail, press the To VM soft key.

· To answer the call using the handset, lift the handset.

· To answer the call handsfree, press the SPEAKER key.

· To answer the call on a headset, press the HEADSET key.

· Just pressing the call appearance key will answer the call either on the speaker or headset depending on the

phone's audio path setting.

Once you have answered the call, you can switch between different talk modes:

· To switch to using the handset, lift the handset.

· To switch to handsfree, press the SPEAKER key. If you were using the handset you can now safely replace

it.

· To switch to headset mode, press the HEADSET key. If you were using the handset you can now safely replace it.

· If you have answered the call on the speaker or headset, pressing the SPEAKER or HEADSET key again before you select another mode will end the call.

· Just pressing the call appearance key or any other appearance button will put the current call on hold.

Answering Another Call

If you are already on a call, answering a new call will automatically put the existing call on hold.

[1]

unless your first press

Drop.

Using the up and down arrow keys, scroll the display highlight the waiting call.

· To quiet the ringing, press the Ignore soft key. The call will still continue alerting and can be answered or ignored.

· To redirect the call to voicemail, press the To VM soft key.

To answer the call press the call appearance button. Your existing call will be put on hold.

Notes

This guide assumes that auto hold is enabled (the default). The system administrator can disable auto hold for the system, in which case calls are automatically disconnected rather than held.

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Answering Calls:

3.1 Divert a Call to Voicemail

You can transfer a call targeted at you directly to your voicemail mailbox.

If the call is not the currently highlighted call on the display, use the up and down arrow keys to highlight it.

Press the To VM soft key. The call is redirected to your mailbox.

3.2 Ignore an Incoming Call

You can quiet the ringer of a currently alerting call. The call will continue alerting visually but with no audible ring.

If the call is not the currently highlighted call on the display, use the up and down arrow keys to highlight it.

Press the Ignore soft key.

The call will continue alerting but with no audible ring.

3.3 Answering a Page Call

Your phone can be paged if you have no other connected call in progress. The page is heard through the phone's speaker.

A page call is indicated in the display by the word Page.

· To answer the page call, press the Answer soft key. The call is turned into a normal call.

· To ignore the page call, press the Drop soft key.

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3.4 Call Pickup

Pickup is used to answer a call ringing elsewhere on the phone system. There are a number of pickup options:

· Answer any ringing call on the telephone system.

· Answer a call ringing a particular user.

· Answer a call ringing a particular group.

· Answer a call, not necessarily a group call, ringing the members of a group.

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

Use the up and down arrow keys to highlight Pickup. Press Select.

· To answer a ringing call, press the Any soft key.

· To answer a call ringing against a particular target, dial the targets number. Alternatively, press the Dir soft

key to select the target from the directory .

The following menus will depend on the type of number entered:

· User Number

· To answer a call ringing against the user, press the Pickup soft key.

· To return to entering a number, press the Clear key.

· Hunt Group Number

· To answer a call ringing against the members of the group, press the Members soft key. The call does not

have to be a call to the hunt group.

· To answer a call ringing for the hunt group, press the Group soft key.

· To return to entering a number, press the Clear key.

Default Short Codes

Short codes are numbers that you can dial to enable and disable various features. The following are default short codes that may be available. Your system administrator will confirm any additional short codes that they may have configured for your use.

· Pickup Any Call: *30 Answer a call ringing on the telephone system.

· Pickup a Group Call: *31 Answer a call ringing a group of which you are a member. You can use this even if your group membership is currently set to disabled.

· Pickup a Users Call: *32*N# Pickup a call ringing a user's extension number (N).

· Pickup a Group Members Call: *53*N# Pickup a call ringing the members of a group (N). This does not necessarily have to be a group call.

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Avaya IP Office 960 Seris User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual