Avaya 9500, IP Office Basic Edition 9500 User Manual

- Issue 7a - (30 January 2014)

IP Office Basic Edition 9500 Series
Phone User Guide

IP Office Basic Edition

IP Office Basic Edition 9500 Series Phone User Guide Page 2

- Issue 7a (30 January 2014)IP Office Basic Edition

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- Issue 7a (30 January 2014)IP Office Basic Edition

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Contents

Contents

Introduction1.

..................................................................... 101.1 9504 Telephones

..................................................................... 111.2 9508 Telephones

..................................................................... 121.3 Dialing Codes

..................................................................... 131.4 Feature Codes

..................................................................... 141.5 Status Letters

Call Handling2.

..................................................................... 162.1 Making Calls

............................................................................ 162.1.1 Making Internal Calls

............................................................................ 162.1.2 Setting a Callback

............................................................................ 172.1.3 Making External Calls

............................................................................ 182.1.4 Making Page or Direct Calls

............................................................................ 182.1.5 Redial

..................................................................... 192.2 Answering Calls

............................................................................ 192.2.1 Answer a Page Call

............................................................................ 202.2.2 Call Pickup

..................................................................... 212.3 Speed Dialing

............................................................................ 212.3.1 System Speed Dials

............................................................................ 222.3.2 Personal Speed Dials

............................................................................ 232.3.3 Auto Dialing

..................................................................... 242.4 Adjusting the Volume

..................................................................... 242.5 Mute

..................................................................... 252.6 Holding Calls

..................................................................... 252.7 Parking Calls

..................................................................... 262.8 Transferring Calls

............................................................................ 262.8.1 Voice Mailbox Transfer

..................................................................... 272.9 Conferencing Calls

..................................................................... 282.10 Using Handsfree

..................................................................... 292.11 Using a Headset

..................................................................... 292.12 Joining Calls

Other Features3.

..................................................................... 323.1 Absent Text Messages

..................................................................... 333.2 Forwarding Calls

..................................................................... 343.3 Call Coverage

..................................................................... 363.4 Locking Your Extension

..................................................................... 373.5 Account Codes

..................................................................... 383.6 Do Not Disturb

............................................................................ 393.6.1 Do Not Disturb Exceptions

Using Voicemail4.

..................................................................... 434.1 Voicemail Coverage On/Off

Contacts5.

..................................................................... 465.1 Viewing Contacts Details

..................................................................... 475.2 Make a Call from the Directory

..................................................................... 475.3 Editing a Contact

..................................................................... 485.4 Adding a New Contact

............................................................................ 485.4.1 Add a Contact from the Call Log

..................................................................... 485.5 Deleting a Contact

Call Log6.

..................................................................... 506.1 Using the Call Log

..................................................................... 506.2 Making a Call from the Call Log

..................................................................... 516.3 Viewing Call Details

..................................................................... 526.4 Deleting a Record

..................................................................... 526.5 Deleting All Records

..................................................................... 526.6 Adding a Record to Your Contacts

Button Programming7.

..................................................................... 547.1 Programming a Button

..................................................................... 557.2 Changing a Button Label

..................................................................... 567.3 Button Functions

Phone Settings8.

..................................................................... 608.1 Naming Your Extension

..................................................................... 618.2 Visual Alerting

..................................................................... 618.3 Audible Alerting

..................................................................... 638.4 Ringer Sound

..................................................................... 638.5 Ringer Volume

..................................................................... 648.6 Display Brightness

..................................................................... 648.7 Display Contrast

..................................................................... 668.8 Display Language

..................................................................... 688.9 Error Tones

..................................................................... 688.10 Button Clicks

..................................................................... 708.11 Default Handsfree Audio Path

..................................................................... 718.12 The Admin Menu

..................................................................... 728.13 The A MENU

..................................................................... 738.14 Reset the Menu Settings

..................................................................... 738.15 Reset the Language

..................................................................... 738.16 Phone Self Test

..................................................................... 738.17 A-Menu Auto Exit

Document History9.

...............................................................................77Index

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Introduction

Chapter 1.

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Introduction:

1. Introduction

This guide covers the basic operation of 9500 Series phones on a IP Office Basic Edition phone system.

Key System or PBX System

The IP Office Basic Edition system can operate in either of two modes; key mode or PBX mode. Your system
administrator will confirm the mode being used by your system. The mode affects the order and role of some of the
buttons on your phone.

Programmable Buttons

Each of the phones has a number of programmable buttons. The function of each such button is set either by the
telephone system or by your system administrator or can be set by yourself. The role of the first few buttons is
determined by whether your system is set to key system or PBX system mode.

Key System Mode

· Intercom Buttons
The first two programmable buttons are set as Intercom buttons and cannot be changed. These buttons are used
to make and receive internal calls.

· Line Appearance Buttons
The next buttons are set as line buttons by your system administrator. These buttons are used to make and
receive external calls. Your system administrator can adjust the number of line appearance buttons on your phone
and which lines they represent.

· Other Buttons
Any remaining buttons can be programmed for a range of features. This is done by your system administrator or
by yourself through the phone's menus. For more information refer to the IP Office Basic Edition Phone Base
Administration manual.

PBX System Mode

· Call Appearance Buttons
For a system in PBX system mode, the first three programmable buttons are set call appearance buttons. These
buttons are used to make and receive internal and external calls.

· Line Appearance Buttons
Your system administrator can assign the next buttons as line appearance buttons if required. This allows you to
make and answer calls on a specific line if required.

· Other Buttons
Any remaining buttons can be programmed for a range of features. This is done by your system administrator or
by yourself through the phone's menus. For more information refer to the IP Office Basic Edition Phone Base
Administration manual.

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1.1 9504 Telephones

The programmable buttons are arranged in 2 pages of 4 to match the 4 physical buttons. The buttons are numbered
from top-down, left to right on each page. The left arrow and right arrow buttons are used to switch between pages
during normal operation.

The button numbering order on these phones does not depend on the system mode. However, the default button usage
is affected by the system mode.

· For systems running in key system mode, the first two programmable buttons, 01 and 02, are fixed as Intercom
1 and Intercom 2 buttons.

· For systems running in PBX system mode, the first three buttons, 01 to 03, are fixed as call appearance buttons.

Page 1

Page 2

010302

04 050706

08

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Introduction: 9504 Telephones

1.2 9508 Telephones

The programmable buttons are arranged in 3 pages of 8 to match the 8 physical buttons. The buttons are numbered
from top-down, left to right on each page. The left arrow and right arrow buttons are used to switch between pages
during normal operation.

The button numbering order on these phones does not depend on the system mode. However, the default button usage
is affected by the system mode.

· For systems running in key system mode, the first two programmable buttons, 01 and 02, are fixed as Intercom
1 and Intercom 2 buttons.

· For systems running in PBX system mode, the first three buttons, 01 to 03, are fixed as call appearance buttons.

Page 1

Page 2

Page 3

01050206030704

08 09131014111512

16 17211822192320

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1.3 Dialing Codes

The following features can be used by dialing the appropriate number.

Feature

Dial

Summary

Call Pickup

6 <Extension Number>

Answer the longest waiting call ringing at an extension.

Group Pickup

66 <Pickup Group>

Answer the longest waiting call ringing any extension that is a
member of the pickup group (1 to 4) selected.

Idle Line Pickup

8 <Line Number>

Seize the specified line if it is idle and then make a call using that
line.

Active Line Pickup

68 <Line Number>

Answer or seize the call on the specified line.

Loudspeaker Paging

70

Page the loudspeaker device attached to the system.

Simultaneous Paging

*70

Page both the loudspeaker device attached to the system and the
extensions in calling group 71.

Group Calling – Ring

7 <Calling Group>

Call the available extensions in one of the calling groups (1 to 4).

Group Calling – Page

*7 <Calling Group>

Page the available extensions in one of the calling groups (1 to

4).

Group Hunting – Ring

77 <Hunt Group>

Call the available extensions in one of the hunt groups (1 to 6).

Group Hunting – Page

*77 <Hunt Group>

Page the first available extension in one of the hunt groups (1 to

6).

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Introduction: Dialing Codes

1.4 Feature Codes

The following feature codes can be dialed after pressing Feature. Most of these features can also be assigned to
programmable buttons.

Feature

Code

Description

Do Not Disturb

01

This function allows you to switch do not disturb on or off.

" Cancel

01

Recall

03

This function allows you to send a recall or hook flash signal.

Save Number Redial

04

This function allows you to save the number dialed during a call and to redial that
number when idle. This can be used when the number dialed does not answer.

Last Number Redial

05

This function allows you to redial the last external number dialed.

Conference Drop

06

This function allows you to select and drop a call from a conference.

Privacy

07

This function allows you to turn privacy on or off. When on, other extensions are not
able to bridge into your calls.

Call Forward

11

This function allows you to redirect all your calls to another number. If the system
administrator has configured your for Remote Call Forwarding, you can forward calls
externally by specifying a personal speed dial as the destination.

Call Forward Cancel

11

Account Code Entry

12

This function allows you to enter an account code prior to making a call or during a
call.

Voice Mailbox
Transfer

14

This function allows you to transfer your current call to another extension's mailbox.
Your current call is put on hold and you enter the target extension number to indicate
the mailbox required.

VMS Cover

15

This function allows the you to switch use of voicemail coverage for your extension on
or off.

Caller ID Name
Display

16

This function allows you to swap the display of caller ID name and number
information on the phone.

Caller ID Inspect

17

This function allows you to see the caller ID of a call on another line without
interrupting the current call to which you are connected.

Call Coverage

20

This function allows you to switch call coverage on or off. When on, any calls to you
that ring unanswered also start ringing at your call coverage extension.

Station Lock

21

This function allows you to lock and unlock your extension from being used to make
calls. When selected, you are prompted to enter a four digit code after which the
extension is locked. If the extension is already locked, use of this function prompts
for reentry of the four digit code to unlock the extension.

Station Unlock

22

This function can only be used by the first two extensions in the system. It allows the
user to unlock any extension without needing to know the code that was used to lock
that extension.

Caller ID Log

23

This function allows you to view the phone system's call log of all caller IDs of calls
received by the system. To use this you must be one of the three extensions
configured for call ID logging by your system administrator.

Hot Dial

26

This function allows you to dial a stored number without first going off hook or
pressing the SPEAKER button.

Absent Message

28

This function allows you to set or clear an absent message for display on you phone.
When set, the absent message is also displayed on other extensions when they call
the user.

Contact Closure 1

41

This function you to operate the system's contact closure 1 or 2 connection. To use
this you must be a member of the system's contact closure group.

Contact Closure 2

42

System Release

590

Displays the core software level that the system is running.

System IP Address

591

Displays the IP address of the system's LAN port.

SD Card Serial
Number

592

Displays the feature key number of the System SD card. This is the number used for
validation of licenses entered into the system configuration.

38

38

18

27

29

33

33

37

26

43

34

36

36

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Feature

Code

Description

System Speed Dial

600 to
699

Dial the selected system speed dial number.

Personal Speed Dial

80 to99Dial the selected personal speed dial number.

DND Exception
Numbers

700 to
719

Set a DND exception number.

1.5 Status Letters

When the phone is idle, it normally displays the date, time and extension number. It may also show a number if status
letters at the bottom left.

· 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 on your phone's idle display when you have forward unconditional enabled.

· G = Group Member (In Group)

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

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

· T = Twinned
A T is shown 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.

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

21

22

38

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Call Handling

Chapter 2.

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2. Call Handling

2.1 Making Calls

2.1.1 Making Internal Calls

To make internal calls: (9504/9508)

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the

button which the call is on.

2.Press an idle Intercom or Call Appearance button.

3.Dial the extension number or the code for the feature you wanted to access.

· To call an extension:
Dial the extension number. If you put a * in front of the extension number, the system will attempt to make
a direct voice call .

· To call a group or attempt a call pickup:
Dial one of the numbers in the table below. If you put a * in front of the group number, the system will make
a page call .

Feature

Dial

Summary

Loudspeaker
Paging

70

Page the loudspeaker device attached to the system.

Simultaneous
Paging

*70

Page both the loudspeaker device attached to the system and the
extensions in calling group 71.

Group Calling –
Ring

7 <Calling
Group>

Call the available extensions in one of the calling groups (1 to 4).

Group Calling –
Page

*7 <Calling
Group>

Page the available extensions in one of the calling groups (1 to 4).

Group Hunting –
Ring

77 <Hunt
Group>

Call the available extensions in one of the hunt groups (1 to 6).

Group Hunting –
Page

*77 <Hunt
Group>

Page the first available extension in one of the hunt groups (1 to 6).

2.You will hear the call progress. You can continue the call handsfree or switch to using the handset or headset
.

· If the other extension doesn't answer, you can have the system call you when that extension is next free.
See Setting a Callback .

2.1.2 Setting a Callback

If the call is to a user, and they do not answer, you can set a callback. When a callback is set, when the other user next
uses their phone or ends their current call, the system will call you and when you answer, automatically makes another
call to the user.

To set a callback: (9504/9508)

1.While the call is still ringing or if you hear busy. Press Callback.

2.End your call attempt by replacing the handset or pressing Drop.

To clear a callback: (9504/9508)

If you have a callback set, you can cancel it using the following process:

1.Press Feature #2.

25

18

18

28

29

16

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Call Handling: Making Calls

2.1.3 Making External Calls

To make external calls: (9504/9508)

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.Press an idle Line Appearance or Call Appearance button.

3.Dial the telephone number.

· If using a Call Appearance button, some systems may require you to dialing a specific prefix when making
external calls. Your system administrator will inform you if a prefix is required.

· To dial a personal speed dial , press FEATURE or # and select the speed dial between 80 and 89.

· To dial a system speed dial , press FEATURE or # and select a speed dial between 600 to 699.

· To select a number from the directory press CONTACTS .

4.You will hear the call progress. You can continue the call handsfree or switch to using the handset or headset
(press the HEADSET button).

25

22

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2.1.4 Making Page or Direct Calls

You can make calls that are automatically answered if the extension or extensions called support auto answer. There are
two methods: page calls and direct voice calls, however the method for making both types of call is much the same.

To make a direct voice call: (9504/9508)

For a call to an individual extension, putting * in front of the extension number of the user being called makes the call a
direct voice call. If supported by the phone being called, the call is automatically answered after the called users hears 3
beeps.

Unlike a page call, the called user can also speak without having to take any further action if their phone has a handsfree
microphone. Otherwise they need to pickup the handset to be heard.

If the user called is already on a call when you attempt a direct voice call to them, you call is turned into a normal
waiting call.

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.Dial * and then the extension number of the user.

· If the user's phone is idle and supports auto answer, you can speak and be heard by them immediately. You
can also hear them.

· If you hearing ringing, then either the user called already has another call in progress or has a phone that
does not support answer.

To make a page Call: (9504/9508)

For a call to a group of extensions, putting a * in front of the extension number of the group being called make the call a
page call. The group type is ignored, instead, all users who are members of the group, have phones that support auto
answer and are currently not on another call, hear a single beep and can then hear you. However, you cannot hear the
group members.

One of users being paged can answer the page if they want to. That turns the page call into a normal call between
just you and the answering user.

2.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.Dial * and then the extension number of the group.

To page the loudspeaker device: (9504/9508)

The telephone system can include a connection to a loudspeaker paging device. To page this device make a normal
internal call to the extension number 70. If you make an internal call to *70, you will page both the loudspeaker device
and the available users in the calling group 71.

2.1.5 Redial

To redial: (9504/9508)

1.Press Redial. On 9500 Series phones, this is a display soft key on idle phones.

2.The display shows your outgoing call log.

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

4.When the name or number required is shown, press Call.

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Call Handling: Making Calls

2.2 Answering Calls

You can answer telephone calls that are ringing your extension or at another extension. If you regularly pick up calls for a
specific extension you can program a call pickup button for that specified extension.

To answer calls: (9504/9508)

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.While the call is alerting, additional options may be displayed :

· To VM
This option sends the ringing call to voicemail to leave a message in your mailbox.

· Ignore
This option does not affect the incoming calls but temporarily turns off the ringer.

· Drop
This option can be used to end the call without answering it.

· Answer
This option can be used to answer the call. The call is connected to either the speaker or headset depending
on the phone's Default Handsfree Audio Path Setting.

3.If you pick up the handset or press SPEAKER or HEADSET, you are connected to the incoming call.

· To answer a call alerting on a specific line, press that button.

2.2.1 Answer a Page Call

There are two type of calls which your phone will automatically answer the call so that you automatically hear the caller.
This will only happen if your phone is currently idle, ie. not on another call.

Three Beeps

A call connected automatically after three beeps is a direct voice call to your extension only.

1.The call is connected and answered automatically. You can speak to the caller without taking any further action.

Single Beep

A call connected automatically after a single beep is a page call a group of which your phone is a member. You can hear
the caller but they cannot hear you.

1.You can answer the call, turning it into a normal call between just you and the caller. Press Answer. You can
continue handsfree or pickup the handset.

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2.2.2 Call Pickup

If you hear another phone ringing, there are a number of ways that you can answer the call if you know the user, group
or line being called.

To make a call Pickup: (9504/9508)

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.Press an idle Intercom or Call Appearance button.

· To pickup a call ringing at a particular extension:
Dial 6 followed by the extension number at which the call is ringing or parked.

· To pickup the longest waiting call in a pickup group:
Dial 66 followed by the pickup group number (1 to 4).

· To pickup the call ringing on a particular line:

Dial 68 followed by the two digit line number.

3. You can continue the call handsfree or switch to using the handset or headset.

To create a call pickup button: (9504/9508)

1.Press the Admin soft key on the display.

· During a call, press the PHONE button to display the Admin soft key option. If you access phone

administration during a call, only the SPEAKER, MUTE and HEADSET buttons still affect the
connected call.

2.Use the up or down arrow buttons to scroll to Telephone Programming. Press Select.

3.Press the programmable button you want to change. Alternatively:

· Use the up or down arrows to scroll to Button Programming. Press Select.

· At the Button: prompt press the button to edit or enter from the button number.

4.The current setting of that button is displayed.

5.Press Program and either press Intercom 1 or use the up or down arrow buttons to scroll the display to
Call Pickup and press Select.

6.At the Endpoint: prompt enter 6 followed by the target extension.

7.The current setting of the button will now be Call Pickup followed by the target extension number.

· Exit phone administration by pressing the PHONE button. Alternatively use the Back button to move to

another menu.

To use a call pickup button: (9504/9508)

1.Press the Call Pickup programmed button for the specified extension number. You are connected to the call that
was ringing the specified extension.

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Call Handling: Answering Calls

2.3 Speed Dialing

There are a number of ways that you can dial a stored number.

2.3.1 System Speed Dials

The system administrator can program up to 100 frequently used number as system speed dial numbers 600 to 699. Any
user in the system can use a system speed dial by pressing FEATURE and dialing the three digit code of the system
speed dial required.

· Except in special cases which the system administrator can configure, system speed dials do not override any

dialing restrictions that apply to an extension.

· Phone users can also view and use system speed dials through the phone's CONTACTS menu.

· The first two extensions on the system can also edit the system speed dials through the CONTACTS menu.

To use a system speed dial: (9504/9508)

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.Press FEATURE or # and dial the three digit system speed dial code between 600 and 699.

3.The stored number is dialed.

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2.3.2 Personal Speed Dials

You can create up to 20 personal speed dial codes, 80 to 99, to store frequently dialed numbers. The numbers can be
quickly dialed by pressing FEATURE and the two-digit code for that personal speed dial.

The personal speed dial numbers programmed for a particular extension can only be used at that extension.

· If the system is connected to a PBX or Centrex system and a dial-out code (usually 9) is needed to place calls

outside the PBX or Centrex system, include the dial-out code in Speed Dial numbers that must dial out of the PBX
or Centrex system.

· Personal speed dials do not override any dialing restrictions that apply to an extension.

· Phone users can view, use and edit their personal speed dials through the phone's CONTACTS menu.

To use a personal speed dial: (9504/9508)

1.If already on a call, end the call by pressing Drop or put it on hold by either pressing Hold or pressing the
button which the call is on.

2.Press FEATURE or # and dial the two digit personal speed dial code between 80 and 99.

3.The stored number is dialed.

To edit your personal speed dials: (9504/9508)

1.Press the Admin soft key on the display.

· During a call, press the PHONE button to display the Admin soft key option. If you access phone

administration during a call, only the SPEAKER, MUTE and HEADSET buttons still affect the
connected call.

2.Use the up or down arrow buttons to scroll to Telephone Programming. Press Select.

3.Use the up or down arrow buttons to scroll the display to Personal Speed Dial. When displayed, press
Select.

4.At the Code: prompt enter between 80 and 99 to select the speed dial entry that you want to edit.

5.The current setting of the speed dial entry is displayed.

6.To enter a number press Enter, dial the number and press Enter. To remove the number press Clear.

· The number can be up to 28 characters in length.

· If your system uses an external dialing prefix, remember to include the prefix.

· These options are accessed by pressing More and then selecting Pause, Stop or Recall as required.

Function

Character

Description

Pause

P

Inserts a 1.5 second pause.

Recall

R

Send a hook-switch flash signal.

StopSStop dialing.

· Exit phone administration by pressing the PHONE button. Alternatively use the Back button to move to

another menu.

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Call Handling: Speed Dialing

2.3.3 Auto Dialing

An auto dialing button is used to store a frequently used or important number. Whenever the number needs to be dialed,
pressing the button will dial the stored number.

To use an auto dial button: (9504/9508)

1.At dial tone or whenever you want to dial a number, press the programmed auto dial button.

2.The stored number is dialed.

To create an auto dial - other button: (9504/9508)

1.Press the Admin soft key on the display.

· During a call, press the PHONE button to display the Admin soft key option. If you access phone

administration during a call, only the SPEAKER, MUTE and HEADSET buttons still affect the
connected call.

2.Use the up or down arrow buttons to scroll to Telephone Programming. Press Select.

3.Press the programmable button you want to change. Alternatively:

· Use the up or down arrows to scroll to Button Programming. Press Select.

· At the Button: prompt press the button to edit or enter from the button number.

4.The current setting of that button is displayed.

5.Press Program and either press Intercom 2 or use the up or down arrow buttons to scroll the display to
Auto Dial - Other and press Select.

6.At the AD-O: prompt enter the number for calls made using the button. The number can include * and # and the
following special characters:

· These options are accessed by pressing More and then selecting Pause, Stop or Recall as required.

Function

Character

Description

Pause

P

Inserts a 1.5 second pause.

Recall

R

Send a hook-switch flash signal.

StopSStop dialing.

7.The current setting of the button will now be AD-O followed by the stored number.

8.To remove the current setting press Clear.

· Exit phone administration by pressing the PHONE button. Alternatively use the Back button to move to

another menu.

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2.4 Adjusting the Volume

While the phone is connected to a call you can adjust the volume. The volume that gets adjusted will depend on whether
you are using the handset, speakerphone or headset at the time you use this process.

To adjust the call volume: (9504/9508)

1.Use the up arrow and down arrow keys to change the volume.

2.5 Mute

While on a call, you can temporarily turn off the microphone so that the caller cannot hear you. You however will still be
able to hear the caller.

To mute the microphone: (9504/9508)

1.To mute the microphone, press the Mute key. While mute is active, the button is lit.