Swyx SwyxPhone L420, SwyxPhone L520, SwyxPhone L440, SwyxPhone L540 User Documentation

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SwyxPhone L4xx/5xx User Documentation

SwyxPhone L420 - SwyxPhone L440 - SwyxPhone L520 - SwyxPhone L540

SwyxPhone - The comfortable IP Desktop Phone

As of: September 2008

Legal Information

Whilst Swyx attempt to convey accurate and current information relative to the creation of SwyxWare and this documentation, the information provided in this user guide may contain typographical or technical errors.

This documentation, including all information contained herein is provided “as is”, without any warranty of any kind, whether expressed or implied, including, but not restricted to, any implied warranties of merchantability or fitness for a particular purpose or noninfringement. This documentation, including all information contained herein is provided “as is”, without any warranty of any kind, whether express or implied, including, but not restricted to any implied warranties of merchantability or fitness for a particular purpose.

Trademark: Swyx, SwyxIt! and “Click. Phone. Smile.“ are registered trademarks of Swyx. All other trademarks and product names are trademarks or registered trademarks of the respective owners. This documentation is proprietary intellectual property of Swyx. Reproduction, adaptation, or translation of this documentation without the express written consent of Swyx is prohibited and will be prosecuted as a violation of intellectual property rights.

Swyx Solutions AG

Joseph-von-Fraunhofer-Str. 13a

D-44227 Dortmund

www.swyx.com

New Functions........................................................................................................ 7

Preface .................................................................................................................... 9

What is meant by… ? .............................................................................................. 19

1.1 Subscriber ............................................................................................... 19

1.2 Group ...................................................................................................... 19

1.3 Call Signaling .......................................................................................... 19

1.4 Status Signaling ...................................................................................... 20

1.5 Number ( Telephone Number) ................................................................ 20

1.6 Call permissions ...................................................................................... 21

1.7 Line.......................................................................................................... 21

1.8 Trunk and Trunk Groups ......................................................................... 21

1.9 User......................................................................................................... 21

1.10 Active Connection ................................................................................... 22

1.11 Connection on Hold................................................................................. 22

1.12 Call waiting .............................................................................................. 22

1.13 Conference.............................................................................................. 22

1.14 Call Swap ................................................................................................ 23

1.15 Incognito.................................................................................................. 23

1.16 Logoff ...................................................................................................... 23

1.17 Telephone States .................................................................................... 23

1.18 LED Displays........................................................................................... 25

1.19 Acoustic Signals ...................................................................................... 26

1.20 Call Routing............................................................................................. 27

1.21 Voicemail................................................................................................. 27

1.22 Remote Inquiry ........................................................................................ 28

1.23 CTI........................................................................................................... 28

1.24 Callback request..................................................................................... 28

1.25 Wrap Up Time ........................................................................................ 28

1.26 Intercom Connection ............................................................................... 28

Set It Up & Log On................................................................................................... 29

2.1 Scope of supply....................................................................................... 29

2.2 System Requirements ............................................................................. 29

2.3 Connect SwyxPhone ............................................................................... 29

2.4 Connecting a Key Module ....................................................................... 33

2.5 Logging on to SwyxServer ...................................................................... 34

Table of Contents 3

How does SwyxPhone work?................................................................................. 35

Basic Functions....................................................................................................... 43

4.1 Function Keys - Overview........................................................................ 43

4.2 Defined Function Keys ............................................................................ 44

4.2.1 Numeric Keypad ................................................................................. 44

4.2.2 Arrow Buttons .................................................................................... 44

4.2.3 +/- Buttons ........................................................................................ 45

4.3 Configurable Function Keys (Default Setting) ......................................... 45

4.3.1 Call Forwarding .................................................................................. 45

4.3.2 Call transfer ....................................................................................... 45

4.3.3 Redial .............................................................................................. 45

4.3.4 Speaker............................................................................................ 45

4.3.5 Lines................................................................................................ 46

4.3.6 Speed Dials ....................................................................................... 46

4.3.7 Voicemail .......................................................................................... 46

4.3.8 Pickup call......................................................................................... 46

4.3.9 Callback request ................................................................................. 46

4.3.10 Caller List.......................................................................................... 47

4.3.11 Conference........................................................................................ 47

4.3.12 Phonebook ........................................................................................ 47

Telephoning with SwyxPhone................................................................................ 49

5.1 How do I call a subscriber? ..................................................................... 49

5.2 Other Options for Calling a Number ........................................................ 51

5.3 Other Menu Options During a Call .......................................................... 52

5.4 How do I answer a call? .......................................................................... 53

5.5 How do I pick up a call?........................................................................... 54

5.6 How do I end a call? ................................................................................ 55

5.7 How do I telephone with a headset? ....................................................... 56

5.8 How do I start an inquiry call? ................................................................. 56

5.9 How do I switch between several subscribers (Call Swap)? ................... 57

5.10 How do I connect two subscribers to one another?................................. 58

5.11 Configuring Transfer When Placing Handset on Hook ........................... 59

5.12 How do I transfer a call without Inquiry?.................................................. 59

5.13 How do I directly forward a call?.............................................................. 60

5.14 The Secondary Call ................................................................................. 61

5.15 How do I forward a call? .......................................................................... 61

5.15.1 Call Forwarding Unconditional ................................................................ 61

5.15.2 Call Forwarding Busy ........................................................................... 63

5.15.3 Call Forwarding No Reply...................................................................... 64

5.15.4 The “Forwarding” Button ....................................................................... 65

5.15.5 Signaling a Forwarding ......................................................................... 65

5.16 How do I use the Phonebook? ................................................................ 65

5.17 Speaker and Handsfree Telephone......................................................... 66

5.17.1 Activating the Speaker During a Call ........................................................ 67

5.17.2 Deactivating the Speaker During a Call ..................................................... 67

Table of Contents4

5.17.3 Deactivation/activation of the microphone during a call ................................. 67

5.17.4 Activating the Handsfree Telephone During a Call ....................................... 67

5.17.5 Deactivating the Handsfree Telephone During a Call .................................... 67

5.17.6 Activating the Handsfree Telephone for an Outgoing Call .............................. 68

5.17.7 Activating the Handsfree Telephone for an Incoming Call .............................. 68

5.17.8 Regulating the Volume ......................................................................... 68

5.18 Configuring the ringing tone .................................................................... 68

5.19 Charging info ........................................................................................... 69

5.20 Sequence of the Display Entries While Idle ............................................ 70

SwyxPhone for Experts ......................................................................................... 71

6.1 Disabling Lines (Wrap-up Time).............................................................. 71

6.2 Voicemail inquiry ..................................................................................... 73

6.3 Remote Inquiry ........................................................................................ 74

6.3.1 Change Forwarding Unconditional........................................................... 77

6.4 Project Codes.......................................................................................... 78

6.5 Note......................................................................................................... 79

6.6 Callback request...................................................................................... 80

6.6.1 Callback on busy................................................................................ 80

6.6.2 Callback if idle.................................................................................... 82

6.7 Conference.............................................................................................. 85

6.7.1 Starting a Conference .......................................................................... 86

6.7.2 Inquiry Calls and Add ........................................................................... 86

6.7.3 Leaving or Ending a Conference ............................................................. 87

6.7.4 Conference Rooms ............................................................................. 88

6.8 Using a headset ...................................................................................... 90

6.8.1 Combination options of telephones and headsets ........................................ 90

6.8.2 Connecting a headset to SwyxPhone L420e .............................................. 90

6.8.3 Connecting a headset to SwyxPhone L420p / SwyxPhone L420s / SwyxPhone L440 / SwyxPhone L520p / SwyxPhone L520s / SwyxPhone L540

6.8.4 Connecting an Acoustic Adapter ............................................................. 93

.. 92

6.9 Log On/Off............................................................................................... 93

6.10 Call Swap as a Substitute for Line Buttons ............................................. 94

6.11 Call Intrusion ........................................................................................... 94

6.11.1 Multiple Call Intrusions ......................................................................... 95

6.11.2 Configuration of a Speed Dial for the Call Intrusion ...................................... 95

SwyxPhone Settings ............................................................................................... 99

7.1 User Settings........................................................................................... 99

7.2 Settings in the Main Menu..................................................................... 100

7.2.1 Forwardings .................................................................................... 100

7.2.2 Do Not Disturb ................................................................................. 100

7.2.3 Secondary call................................................................................. 100

7.3 Settings in the Configuration Menu ....................................................... 101

7.3.1 Quick access to configuration............................................................... 101

7.3.2 Ringing .......................................................................................... 101

7.3.3 Call Signaling................................................................................... 102

7.3.4 Lines ............................................................................................. 102

7.3.5 Function Keys .................................................................................. 103

Table of Contents 5

7.3.6 Speed Dials ..................................................................................... 103

7.3.7 Incognito......................................................................................... 103

7.3.8 About ............................................................................................. 104

7.3.9 Contrast.......................................................................................... 105

7.3.10 Transfer on Hookon ........................................................................... 105

7.4 Lists ....................................................................................................... 105

7.4.1 Menu Mode in Lists ........................................................................... 106

7.4.2 Editing Telephone Numbers and List Entries ............................................ 106

7.4.3 Phonebooks.................................................................................... 106

7.4.4 Caller List........................................................................................ 109

7.4.5 Redial List ....................................................................................... 112

7.4.6 Lists for Callback Requests, My Callback Requests and Missed Callbacks....... 114

7.5 Configuration of Line Buttons ................................................................ 114

7.6 Configuration of Function Keys ............................................................. 117

7.7 Configuration of Speed Dials................................................................. 122

7.7.1 “Dial immediately”, “Successive dial” or “Intercom Connection”? .................... 124

Interaction with SwyxIt! ........................................................................................ 127

8.1 General.................................................................................................. 127

8.2 Configuration of SwyxPhone in SwyxIt! ................................................. 128

8.3 Settings Which Can Only Be Made in SwyxIt!....................................... 130

8.3.1 Length of the Caller List and the Redial List ............................................. 130

8.3.2 Rulebook of the Call Routing Manager.................................................... 131

8.3.3 Voicemail ........................................................................................ 131

8.3.4 Remote Inquiry ................................................................................. 131

8.4 Settings Which Are Simultaneously Valid for SwyxIt! and SwyxPhone . 131

8.4.1 Phonebooks .................................................................................... 131

8.4.2 “Mutual Ringing” for SwyxPhone and SwyxIt! ........................................... 131

8.4.3 Speed Dials ..................................................................................... 132

8.4.4 Lines and Line Buttons ....................................................................... 132

8.4.5 Call Forwarding ................................................................................ 132

8.4.6 Lists............................................................................................... 132

8.5 Settings Which Are Individually Valid for SwyxIt! and SwyxPhone........ 132

8.6 PC Operation of a SwyxPhone or SwyxIt! (CTI) .................................... 133

Call Management: What do I do, if…?.................................................. 137

Technical Details ................................................................................................... 141

B.1 Care Instructions ................................................................................... 141

B.2 Technical Data....................................................................................... 141

B.3 Updating the Firmware .......................................................................... 143

B.3.1 Automatic Update.............................................................................. 143

Technical Terms .................................................................................................... 145

Function codes...................................................................................................... 155

Index ....................................................................................................................... 159

Table of Contents6

New Functions

This section gives you a summary of the of the most important new functions in the latest SwyxWare versions.

SwyxWare v6.xx

Function Explanation

Support for new telephones

SwyxWare-Option packs With various SwyxWare option packs, Swyx now offers a sophis-

Parallel Call Signaling In the case of parallel call signalling, incoming calls are also

Call differentiation with additional public line accesses

Quick access to configuration

Silent conference participation

Swyx offers a range of new telephones:

• SwyxPhone L420p and SwyxPhone L520p to supplement the IP telephone portfolio,

• the SwyxPhone L6xx series with extensive functionalities,

• SwyxPhone S315 as SIP telephone,

• SwyxPhone D200 and SwyxPhone D300 as wireless DECT telephones.

In this documentation, the term SwyxPhone is used for the telephones described here from the SwyxPhone L4xx and SwyxPhone L5xx series. Where other supported telephones (e.g. SwyxPhone L6xx) are referenced this is stated explicitly.

ticated product range. You can structure the SwyxWare functionality footprint by selection of the option packs. For further information, please refer to the SwyxWare Administrator documentation.

signalled on one or more external devices (e.g. ISDN telephone or cell phone) and can be picked up there as well. This function cannot be configured with SwyxPhone, only with SwyxIt! or by the administrator.

Your administrator can now define multiple public line accesses. This makes it possible e.g. to bill private calls separately or assign related call permissions. For further information, please refer to the SwyxWare Administrator documentation.

Long pressure on certain buttons will take you directly to the configuration. Call Forwarding button: Configure the Immediate Redirection Line button: Disable/Clear Line Speed Dial: reassign For further information please refer to chapter 7.3.1, Quick access to configuration, page 101.

Conference rooms can now also be used in "Listening only" mode. For further information please refer to chapter 6.7.4.1, Silent conference participation,page89.

Function Explanation

Improvements to the Voicemail functions

Voicemails sent as e-mail attachments now contain the number or name of the caller in the filename. The subject line of the e-mail also contains this information, along with the length of the recorded voicemail. The e-mail contains links which offer further options. For further information please refer to chapter 6.2, Voice- mail inquiry,page73.

Call Intrusion The "SwyxMonitor" option pack enables, in addition to perma-

nent call recording (only for the administrator), intrusion into another user's conversation. A supervisor (e.g. in a call center) can listen in on an ongoing conversation ("Listening only" mode), give directions to the speaking agent (e.g. advice on presenting the case) or even actively join in the call (speaking modes). For further information please refer to chapter 6.11, Call Intrusion,page94.

Enhancement of the Feature Codes

Since SwyxWare v6.10 it has been possible to call certain functions directly by dialing a code (e.g. direct access to remote inquiry and call intrusion). The possibilities have been expanded: feature codes are now also available for intercom, for example. For further information please refer to App. D: Function codes, page 155.

Sw yxWare Web Administration

The SwyxWare Web Administration is a web-based application for configuring SwyxWare. It also enables you to configure your user profile, for example, and thus certain SwyxPhone functions. This includes, for example, Call Forwarding, Speed Dials or the Personal Phonebook. For further information, please refer to the SwyxWare Administrator documentation.

New Functions8

Preface

Your SwyxPhone L4xx/5xx is a modern system telephone for a new generation of telephone exchanges, which no longer require a separate, inhouse telephone network with complicated switching technology. Now your PC network (LAN) also serves as an inhouse telephone network. The sophisticated software operating on your network server provides a much more powerful connection management, with far more extensive telephony functions than have previously been available.

SwyxWare provides you with all of these new telephone exchange functions! In addition to the PC phone SwyxIt!, your system telephone SwyxPhone is a second highly comfortable telephone device which allows you to use all classic system telephone functions (and many more) in an IP environment, even without a PC.

This manual will familiarize you with all details of the SwyxPhone. In this documentation, the term SwyxPhone is used for the telephones described here from the SwyxPhone L4xx and SwyxPhone L5xx series. Swyx also offers further SwyxPhone models, which are described in separate manuals. A brief overview of the various system phones and key modules now follows, and subsequent chapters give detailed descriptions of the functions for the SwyxPhone L4xx and SwyxPhone L5xx series.

Volume Adjustment

SwyxPhone L420 with a Brief Description of the Buttons

The SwyxPhone L420 is available in different versions: SwyxPhone L420e, SwyxPhone L420p and SwyxPhone L420s. You will find a more detailed description of the equipment features of the individual SwyxPhone models in App. B: Technical Details, page 143. All LED buttons can be configured. All of the descriptions listed in this manual are based on the default button assignments present at the time of delivery.

Lines

Speed Dials

Call Forwarding

Call Transfer

Redial

Speaker

Arrow Buttons

Figure Preface-1 The Buttons of SwyxPhone L420

Preface10

OK Button

No. Button Name Brief Description Page

1 Lines The Line buttons are used to

Line 1

102

activate the available lines.

2 Speed Dials Frequently called telephone

103 numbers can be assigned to the Speed Dials.

Adjust Volume These buttons are used to adjust the

speaker volume as well as the

handset volume.

Arrow Buttons Used to navigate through the

menus.

5 OK Button This is used to confirm the respec-

tive option.

6 Call Forwarding Call Forwarding Unconditional of

Calll Forw.

the call to a configured destination.

7 Call Transfer This connects two lines. 58

8 Redial This shows the Redial List or it

Call Transf.

Redial

112 dials the last phone number once again.

9 Speaker This switches the speaker on / off. 66

Speaker

Table Preface-1 Brief Description of the Buttons

Preface 11

Pickup call

Caller List

Vo l u m e Adjustment

SwyxPhone L440

SwyxPhone L440 is the ideal telephone for frequent use. It has more Speed Dials and function keys, and a four-line display.

You will find a more detailed description of the equipment features of the individual SwyxPhone models in App. B: Technical Details, page 143. All LED buttons can be configured. All of the descriptions listed in this manual are based on the default button assignments present at the time of delivery.

Lines

Speed Dials

Caller List Conference Voicemail Phonebook Call Forwarding Redial Speaker

Arrow Buttons

Figure Preface-2 The Buttons of SwyxPhone L440

Preface12

OK Button

SwyxPhone L520

SwyxPhone L520 is available in the versions SwyxPhone L520p and SwyxPhone L520s. SwyxPhone L520 is identical in function to SwyxPhone L420, but instead of the label template it has button displays, which show the assigned function in each case. For Speed Dials, the name of the allocated target subscriber is displayed. When you reconfigure a function key, you see the change immediately on your telephone. The button assignment upon delivery is as for the SwyxPhone L420.

You will find a more detailed description of the equipment features of the individual SwyxPhone models in App. B: Technical Details, page 143.

SwyxPhone L540

SwyxPhone L540 is identical in function to SwyxPhone L440, but additionally has button displays. Compared to SwyxPhone L520 it has more Speed Dials and function keys, as well as a four-line main display. The button assignment upon delivery is as for the SwyxPhone L440.

You will find a more detailed description of the equipment features of the individual SwyxPhone models in App. B: Technical Details, page 143.

Preface 13

Key modules

Some telephones of the SwyxPhone product family support up to four further key modules. This provides you with a greater number of configurable function keys and Speed Dials.

You can connect key modules to the following telephones:

• SwyxPhone L420s

• SwyxPhone L520s

• SwyxPhone L440

• SwyxPhone L540

There are two available models:

• Key Module T420 (with label template)

• Key Module T520 (with button displays, not illustrated)

The function keys of the Key Module are not preconfigured.

Figure Preface-3 Key Module T420

Preface14

Brief Operating Instructions

Below is an overview of the most important SwyxPhone functions. For details on how to make changes, please see the pages listed. You usually have several options for calling a function. This table shows you the fastest method.

Function Button / Display Page

Disable / allow Call Waiting

Pick up waiting call Press the corresponding Line button:

Line 1

Logon automatic PIN query; enter PIN per numeric keypad 93

Caller List <Main Menu><Caller list> 109

Logoff <Main Menu><Log off><OK> 93

Call firmware info <Main Menu><Configuration><Info><Firmware

Version>

Configure function keys <Main Menu><Configuration><Function keys> 117

Charging info <Main Menu><Charging info> 69

Call transfer 58

Call Transfer

Pick up signaled call <Main Menu><Activate> 54

Call Signaling on / off <Main Menu><Configuration><Call signaling> 102

Hold a call Use the arrow buttons to select the option <Swap

line> during a call and confirm with or press

another line button. The call is put on hold and another line is activated.

Resumption of a call which is on hold

Suppression of your own number

Activate the line you want:

Line 1

<Main Menu><Configuration><Incognito> (permanent activation/deactivation of the option)

103

or: Lift the telephone handset before dialing and use the arrow buttons to select this option. Then change by

pressing

(setting is then only valid for the call which follows)

Open listening Lift the handset and press the Speaker button. 66

Volume of the speaker

Press or (when loudspeaker is activated,

e.g. handsfree facility)

Configure lines <Main Menu><Configuration><Lines> 114

Preface 15

Function Button / Display Page

Call Swap Use the arrow buttons to select the option <Swap

line> during a call and confirm with 9 or press the corresponding line button

One menu level back

Press

One menu level forward

Press

Leave menu item without saving

Leave menu item and save

Press

Configuring the Speed Dial <Main Menu><Configuration><Speed Dials> Press

122

corresponding Speed Dial:

; <Modify>

Do Not Disturb <Main Menu>< Do Not Disturb> 100

Phonebook <Main Menu><Phonebooks> 65

Adjust Ringing

When telephone is idle, press (for external calls)

101

or (for internal calls) and set ring tone with

or .

Setting the volume of the ringing

<Main Menu><Configuration><Ringing> or:

when ringing or press

101

Disconnect connection Put handset on hook or press Speaker button 55

Forwarding On / Off

Enter the target telephone number and the type of call forwarding for forwarding

Press Forwarding button:

<Main Menu><Forwardings> select type of call forwarding: <Unconditional>

Call For.

Call transfer

Check Voicemail

Redial

Press Call Transfer button:

Button <Voicemail> press:

Press Redial button:

Redial

Call Transfer

Voicemail

Preface16

If the menu items Call Forwarding, Do not disturb, Disable secondary call or Configuration are not visible, then these functions are not available to you. For more information, please contact your administrator.

Display Symbols

The displays in the telephone menu can be preceded by various symbols:

X> You are in a menu. Further options can be called from the menu. Use the arrow

buttons to make selection and confirm with 9 or directly enter the number of the menu entry you want using the numeric keypad.

= Status message, indicates whether a function is on or off, e.g. Incognito = on

x/y Number x of y entries, e.g. <Calls> 01/09 means that you have the first of nine entries

in the Caller List shown in the display.

> List entry; use the arrow buttons to page through the list and use 9 to display details

and options for the respective entry by pressing 9.

A printed copy of a separate set of brief operating instructions, “SwyxPhone L4xx/L5xx Quickstart” is also available. You can also find this quick reference as a PDF document on the SwyxWare CD or on the Internet at

http://www.swyx.com/support/index.html.

SwyxWare

Why SwyxWare?

Until now, two isolated communication infrastructures have existed side by side. On the one side, you have the LAN (Local Area Network) for data communication and, on the other side, you have the private branch exchange (PBX) network for voice communication. Both networks are usually equipped with interfaces to the outside world. The introduction of new technologies which are based on the Internet Protocol (IP) make this separation unnecessary.

IP is the technology behind SwyxWare and it represents a specific type of data transfer. IP-based telephone systems no longer transfer calls via permanently switched lines, but rather via networks which are based on Internet technology. This new type of technology for voice transmission provides the user with a high degree of flexibility. It makes it possible to place telephone calls via the internal company LAN, as well as via the Internet. This allows you to reach colleagues at other company locations far away with the same telephone and exchange functionalities as you would use to contact colleagues in the same building. This not only provides new application options for business communication and easier use of telephones, it also offers companies a significant cost-saving potential.

SwyxServer

SwyxServer is the heart of the new SwyxWare telephony generation. You have the option of using either a phone of the SwyxPhone family as desk telephone, or SwyxIt! as a softwarebased telephone for the PC. These components have been optimally adjusted on SwyxServer. This ensures that you have unlimited use of all of the functions provided by SwyxServer.

Compared to classic systems, your new SwyxWare telephony solution offers a wide range of new uses, e.g. a high-performance Voicemail functionality for every subscriber. This

Preface 17

functionality provides you with an answering machine which records those calls which don’t reach you, and it allows you to set various announcement texts. The voice messages from your telephone are then found in the form of e-mails in your e-mail inbox.

SwyxPhone L400

SwyxPhone L400 is the smallest member of the SwyxPhone family. In collaboration with SwyxIt! it offers comfortable telephony via CTI. The basic telephony features are available even when the PC is turned off. You will find information on the use of these models in a separate manual.

SwyxPhone L4xx/5xx

The phones of this series combine the familiar and easy operation of a telephone with the new IP technology and, therefore, they offer a multitude of attractive additional functions, such as centrally stored user data, a display driven menu mode, and freely assignable function keys. This series includes the following phones: SwyxPhone L420e, SwyxPhone L420p, SwyxPhone L420s, SwyxPhone L440, SwyxPhone L520p, SwyxPhone L520s and SwyxPhone L540. Due to the use of the CorNet®-Protocol (basis for the PhoneManager), your SwyxPhone has access to all of the important SwyxIt! properties and, at the same time, it remains independent of your PC. In order to be able to install SwyxPhone, PhoneManager must already be installed in the network.

SwyxPhone L6xx

The telephones of this series set a new benchmark for terminal devices. They combine modern design and optimal ease of use - for example with touch-sensitive controls, LCD or TFT displays and a completely new user interface. You will find information on the use of these models in a separate manual.

SwyxIt!

SwyxIt! is a telephony application, which can be installed on your PC and will turn your PC into an extremely high-performance telephone. SwyxIt! uses the Internet Protocol and interacts excellently with Microsoft Outlook, Microsoft Exchange and Lotus Notes. For example, you can use Drag & Drop to “drag” the numbers of a contact onto the SwyxIt! interface or, in the Outlook “Contacts” folder, you can click on the contact you want in order to call this subscriber. Depending on the Calendar and the Call Routing Manager, it is also possible to define intelligent Call Forwardings. All of your Voicemails can be opened in Outlook where you can then listen to them using a headset, the SwyxIt! Handset, or the PC speakers.

Preface18

1 What is meant by… ?

This chapter defines in detail the terminology commonly used throughout the SwyxWare documentation.

You will find additional technical terms used in connection with the “Voice-over-IP” technology in App. C: Technical Terms.

1.1 Subscriber

Persons, who take part in a telephone conversation, are called subscribers.

Here we differentiate between

• internal subscribers and

• external subscribers.

Internal subscribers are subscribers within the company, possibly at different company locations. External subscribers can be reached either via the public telephone network or via the Internet (Internet Telephony).

1.2 Group

Subscribers are combined into a logical unit called a group. The administrator is responsible for creating groups and assigning members to groups. Thus, you can combine all of the company’s sales employees into a group called “Sales”, for example. The group itself is assigned its own extension number (group extension).

When a group extension call is received, the telephone will ring for all members of the group (group call). The telephone call can then be taken by any group member. However, the administrator can also define groups with a specific call allocation. In this case, according to the definition the call is first forwarded to a specific member of the group - if it is not accepted there, e.g. because the employee is not at his desk or is already on the phone, the call is forwarded to the next member of the group. The administrator can define an order in which the group members are dialed, but can also specify random call allocation.

1.3 Call Signaling

Call signaling allows subscriber A to indicate that his incoming calls should also be signaled to subscriber B.

This special signaling is at first only shown on the display of subscriber B. As a result, the number or the name of the caller, as well as the number of the destination subscriber, will be displayed. If subscriber B has assigned the destination subscriber’s (A) number to a Speed Dial and this number is now being called, the Speed Dial will blink. Then, if the call is not picked up within 10 seconds, a single warning tone is produced. The telephone call can be picked up by subscriber B immediately or after the warning tone. (see chapter 5.5, How do I pick up a call?,page54).

Call signaling prevents calls from being “lost” (if, for example, Subscriber A’s standard Voicemail or call forwarding have not been activated).The system administrator uses the relationships of the subscribers to each other to define signaling.

You can enable or disable the call signaling warning tone in your user settings. However, call signaling will continue to be shown on your display. For further information please refer to chapter 7.1, User Settings,page99.

1.4 Status Signaling

The status of another internal subscriber (e.g. ringing, speaking, logged off) is signaled on the Speed Dial which has been assigned his number..The system administrator uses the relationships of the subscribers to each other to define signaling.

1.5 Number ( Telephone Number)

A number is a sequence of digits or a SIP URI. Numbers differentiate between

• internal and

• external numbers

Internal numbers are used for calling internal subscribers or groups, who are usually located within your company and are known to SwyxServer.

External numbers are directed to other subscribers in the public telephone network. They are called using your normal number. The appropriate public line access code must always be dialed (e.g. "0"). External subscribers in a public IP network (Internet) can also be called using their Internet address, SIP URI or domain name (for example, CarolJones.company.com).

Examples of Valid Numbers

Number Meaning

123 Internal number of a subscriber within a company in which

SwyxServer is used.

09776123 The number of a subscriber who can be reached via the public

telephone network (local call, the 0 is the public line access in this example).

002319776123 The number of a subscriber who can be reached via the public

telephone network (long distance call, the first 0 is the public line access in this example). Please note that you must always use the area code in order for the call to be delivered.

0001324345456 International call (the first 0 is the public line access in this

example).

carol.jones@company.com SIP-URI. This is constructed similarly to an e-mail address, and

consists of a user name and the realm (name range, rather like a domain).

What is meant by… ?20

1.6 Call permissions

The administrator has the option of configuring rights for outgoing calls for groups or users. This means that certain numbers (e.g. for local, long distance or international calls) are blocked for the indicated user or group. If a blocked number is dialed, an error message will appear in the display. Please contact your administrator for further information.

1.7 Line

In SwyxWare, the term “Line” refers to a potential telephone connection which can be used to place your telephone calls. Due to the fact that SwyxWare uses the IP protocol or SIP protocol to transmit telephone calls, this new IP telephony is not connected to an actual “cable connection” for each telephone call. On the contrary; it enables you to carry out several independent calls simultaneously via your network connection. SwyxWare continues to use the familiar term “Line” for the “logical” connection option for a telephone call, even though a “physical” line is no longer required for this connection. This concept allows you, on the one hand, to continue to use the practical and simple term “Line” – a subscriber can still “be on hold on the other line” – and, on the other hand, you can profit from the new line flexibility:

It is now possible, for example, to determine in just a few steps how many lines you need at your place of work without actually having to install a new physical line and a new telephone.

1.8 Trunk and Trunk Groups

"Trunk" denotes a connection into another network, e.g. the public telephone network. A connection to another network can be e.g. an "ISDN trunk", a connection to the Internet an "SIP trunk". Connections (trunks) of the same type can be combined to form groups. The trunks of a trunk group then have the same properties - the trunk groups can therefore be seen primarily as capacity expansions.

Different trunk groups can be differently prioritized by the administrator. The result is e.g. that calls are handled with preference given to a cost-efficient connection (e.g. an SIP trunk directly to the Internet). If this is not available, a lower-priority path is chosen, e.g. an ISDN trunk to the normal telephone network.

For further information please refer to the SwyxWare Administrator documentation.

1.9 User

A user is a person, a group or a location (for example, a conference room), for whom/which an account has been set up on the SwyxServer. Each account on the SwyxServer is assigned a user name, a PIN (Personal Identification Number), and usually a Windows user account (even several, if necessary). The PIN is required for user authentification when using the SwyxPhone, the desk telephone of the SwyxWare product family.

Each user’s individual settings will be stored centrally on SwyxServer (for example, entries in the Personal Phonebook, forwarding definitions, or the assignment of extension numbers to lines). This means that it doesn’t matter which PC or which SwyxPhone you logon to, you will always find the same telephone environment!

Call permissions 21

If you share a SwyxPhone with someone, the system administrator must set up one user account for both of you together. In such a case, you must discuss the password and the settings with your partner so that you are both able to change the configuration.

1.10 Active Connection

An active connection is the period during a telephone call in which you can hear your conversation partner and your partner can hear you.

1.11 Connection on Hold

A connection on hold is a telephone call you have placed but which you have interrupted for a short time.

The subscriber put on hold hears music on hold. The call on hold can be reactivated. If you have a second call on another line at the same time, the connection that was active until now will become a connection on hold.

In this way, you can conveniently take several calls “simultaneously” and easily switch between the individual callers (Call Swap).

Example:

Another call comes in for you while you are having a telephone conversation. The new call is shown on your telephone display. If you take this call, the call which was just active will be put on hold and the incoming call becomes active.

1.12 Call waiting

1.13 Conference

What is meant by… ?22

If you are in the middle of a telephone conversation and another call comes in, this call will be shown on your telephone display and a call waiting tone (not actually ringing) will be played in the active conversation. This procedure is known as Call Waiting. You can now decide whether you would like to put the current call on hold in order to take the second call or whether you would like to continue your call without interruption. If you take this call, the call which was just active will be put on hold and the incoming call becomes active.

A conference is a call between at least three subscribers. You can start a conference if you have created at least two connections. Each subscriber can add additional callers to an existing conference.

Alternatively, the system administrator can create a conference room, which the conference participants can call independently of one another.

For further information please refer to chapter 6.7, Conference,page85.

1.14 Call Swap

1.15 Incognito

1.16 Logoff

Call swapping is when you switch between an active call and one or more calls on hold. When you do this, the currently active call will be put on hold and a call previously on hold will become active. For further information please refer to chapter 5.9, How do I switch between several subscribers (Call Swap)?,page57.

Incognito prevents the transmission of your telephone number to the subscriber called. This means that your number will not be shown on the display of the person called at an external destination.

Please remember that the “Incognito” function only applies to external calls. Telephone number suppression when making external calls must also be supported by your ISDN line, otherwise only the display of your extension number will be suppressed.

Logoff means that you log off from SwyxServer as a user. Your user data will remain on the SwyxServer. The next time you log on to SwyxPhone with your PIN, you will once again find your own button configuration.

You should not be irritated by different button labels if you use your PIN to log on to a colleague’s SwyxPhone.

1.17 Telephone States

The following table includes a list of the different states which SwyxPhone can have and the menu options available to you in each state.

Telephone State Meaning

Idle No line is currently in use All menu and button functions

Idle tone The handset is off hook, you hear the

Dialing The handset is off hook, you are dialing. Numeric Keypad

Ringing The handset is off hook, the number has

idle tone. A connection has not yet been made.

been dialed, and it is ringing.

The following options are available

Voicemail inquiry, all number lists, Phonebooks, Speed Dials, <Main Menu>:<Incognito now!>, Redial, Function buttons, Speaker buttons

Call Forwarding

Call Swap 23

Telephone State Meaning

The following options are available

Active A connection exists Note, Phonebook, Call

Forwarding, Call Swap, Speaker, Microphone, activate/ deactivate Secondary Call; Disconnect will end the connection

On hold The connection is set up, the caller

hears music on hold

Voicemail inquiry, all number lists, Phonebooks, Speed Dials, <Main Menu>:<Incognito now!>, Redial, Function buttons, Speaker buttons

Call The telephone rings, the LED blinks;

A call waiting signal is produced in the handset when a second call is received

Phonebooks, Call Swap, <Main Menu>:<Pick Up/Reject>, Line button, Disconnect, Speaker activates the connection

Call Signaling A subscriber, who has defined you in

his call signaling, is called

Wrap Up Time You have ended a telephone call. The

Pick Up Button <Main menu>:<Pick Up>

All menu and button functions LED of the Line Button glows with brief interruptions.

Callback request “Callback Requests” appears in the

display, meaning that another internal subscriber would like you to call back.

Callback on busy You have left a callback on busy request

All menu and button functions

To call back, confirm the entry

in the “Callback Requests” list.

All menu and button functions because the subscriber called is still on the phone. Once the call is ended, the telephone will generate a callback tone to indicate that you can now call back.

PC Operation per CTI

The telephone is operated from a PC (SwyxIt!).

All menu and button functions

are available to you, even on the

telephone.

Table 1-1 Telephone States

What is meant by… ?24

1.18 LED Displays

In the following table, you will find a brief overview of the LED displays, their meaning, and the available options.

Button Display Meaning Action when button is pressed

Line

Line 1

Speed dial

Schmidt

Redial

Call Swap

LED off The line is idle LED glows

The target telephone number can be entered.

LED blinks The line is active, an existing

connection is on hold

LED blinks

The line is active, incoming call The call can be picked up by pressing a

quickly

A call on hold is picked up again, the LED glows.

button or by lifting the handset, the LED glows.

LED glows The line is active, a connection

exists.

If another Line button or Speed Dial is pressed in this state, the connection will be put on hold; the LED will now blink.

The LED glows with brief interruptions

LED glows A connection has been created to

The line is idle. The line is disabled for incoming calls (wrapup time).

this subscriber.

If the Line Button is pressed while in this state, the line becomes active again. Then the line is no longer disabled.

A connection from you to this subscriber

will be created. If call signalling to your phone has been allowed: The subscriber is currently telephoning.

LED off If call signalling to your phone has

been allowed: The subscriber is

Dials the defined number (immediately

or as a redial); LED glows. not telephoning.

LED glows You are in the Redial List. The next entry in the Redial List is

shown.

LED off The Redial List will be displayed; LED

glows.

LED off The next line will be selected.

Call Forwarding

Call For.

LED glows Forwarding Unconditional (tempo-

rary / standard) or “Do Not Disturb” is active.

Call Forwarding Unconditional is

switched off. LED goes out.

LED Displays 25

Button Display Meaning Action when button is pressed

Call For.

LED off Call Forwarding Unconditional

has not been activated.

Your default settings for Call Forwarding Unconditional become active. LED glows.

Call Transfer

Call Trans.

LED off If you have two calls, e.g. on Line 1 and

2, these will then be connected to each other.

Pickup call

LED glows A call is signalled on your phone. You can take the call by lifting the

receiver. LED goes out.

Pickup call

LED off None.

Speaker

LED glows The speaker is switched on. The speaker is switched off. LED goes

out.

Speaker

LED off The speaker is switched off. The speaker is switched on. Those

present in the room can listen along. The handsfree microphone is switched on when the handset is on hook. LED glows.

Voicemail

LED glows You have a new Voicemail. You are connected to the remote inquiry

of your Voicemail. LED goes out.

Voicemail

LED off You have no new Voicemails. You are connected to the remote inquiry

of your Voicemail.

Conference

LED glows You have started a conference. If you call another subscriber on another

line, you can add this subscriber to the Conference by pressing a button.

1.19 Acoustic Signals

The following table provides a brief overview of the most important acoustic signals and their meaning.

Signal Sound Meaning

Ringing This sound is produced for incoming calls. You can choose diffe-

Idle tone This sound is heard before a connection is made.

Stuttered Dial Tone You have a new Voicemail.

Busy Signal Produced after dialing a subscriber whose line is busy.

What is meant by… ?26

rent ring tones for different calls (e.g. from certain numbers or internal and external calls).

Signal Sound Meaning

Call Waiting Signal Generated for a subscriber whose line is busy, who is telephoning

when a further call is received which can be picked up on another line. This is assuming that the "Do not disturb" or "Disable secondary call" functions have not been activated.

Call Signaling This sound is played when the destination subscriber has not

picked up the call and the Timer (10 seconds) has expired. Acoustic signaling in the form of an attention tone takes place only once if call signaling is activated.

Callback Signal This tone is generated when you leave a "Callback on busy"

request. The other subscriber has ended his call. If you confirm the callback, a connection will be initiated.

Direct Call Signal This tone is produced at the beginning of a direct call. Another

internal subscriber, to whom you signal your status, has initiated a direct call connection to you and the telephone activates the speaker. If you would like to answer the subscriber, please lift the handset.

Button signal This sound is produced if no function has been assigned to the

button you have pressed or if it is not possible to execute the function at this time. The button signal will also be produced when entering alphanumeric names, if SwyxPhone is ready to receive an additional character.

1.20 Call Routing

1.21 Voicemail

Call Routing refers to the treatment of incoming calls according to pre-defined rules, for example, the forwarding of incoming calls to another subscriber.

Call Routing Manager provides you with an extremely powerful instrument in SwyxIt! which will significantly improve the availability in your company while greatly reducing the number of “lost calls”. The Call Routing Manager is equipped with a Rule Wizard to help you change or redesign rules.

Please remember that the administrator must grant you the right to create rules with the Call Routing Manager.

The Graphical Script Editor provides other options for call handling and it allows you to graphically display even a complex set of rules. Rules created in this manner can only be used if the option pack ‘Extended Call Routing’ has been installed on the SwyxServer. For further information please refer to the documentation 'Call Routing Manager'.

SwyxWare provides its users with a personal answering machine. If you have e-mail access, your Voicemails will be sent to your e-mail address if this has been set for your SwyxPhone during installation: The Voicemails will be in your mailbox and you can then play the messages

Call Routing 27

on your PC. The Voicemail functionality goes far beyond the performance of a traditional answering machine. It allows you, for example, to use caller-, time-, and date-specific announcements, to forward voice messages in the form of an e-mail to another address, or even to make them available to an entire distribution list – with just a single click of the mouse.

Alternatively, you can listen to and manage the messages left for you from your SwyxIt!, your SwyxPhone or from another telephone line per remote inquiry.

For further information please refer to chapter 6.2, Voicemail inquiry, page 73.

1.22 Remote Inquiry

Remote Inquiry enables you to listen to your Voicemails from any telephone. When you are called at your SwyxWare number, you identify yourself to SwyxWare with your PIN and only then can you listen to, repeat, or delete the new Voicemails and afterwards all existing Voicemails. In addition, you can change the destination of the Call Forwarding Unconditional or record a new announcement.

1.23 CTI

With the CTI functionality you can dial the person you wish to speak to on your PC (SwyxIt!), e.g. from Outlook or Lotus Notes Contacts but the call will be made as usual via the telephone device. Even if SwyxPhone is controlled from another CTI-SwyxIt!, all telephony functions are available to you at any time directly on SwyxPhone.

1.24 Callback request

SwyxWare offers the option of leaving callback requests on other internal subscribers’ phones. The subscriber can then call back later. If the subscriber you are calling is busy, you can start a “Callback on busy”. In this case an new call is suggested as soon as the subscriber is available again.

1.25 Wrap Up Time

You can specifically block a line for further incoming calls, for example, in order to have enough time to process a customer inquiry after a call from a customer.

1.26 Intercom Connection

You can directly speak to a colleague, who signals you his status. This means that when selected, the call will be immediately initiated if this colleague is logged on and is not currently on the phone. In the case of SwyxPhone the telephone speaker is activated and in the case of SwyxIt! the PC speakers are activated and the caller can immediately give his message. This is only possible if you have assigned a Speed Dial and status signaling is activated for the employee who is to be addressed.

What is meant by… ?28

2 Set It Up & Log On

This chapter provides information concerning the requirements and settings necessary for initial operation of SwyxPhone.

2.1 Scope of supply

The following items are included in the package:

• SwyxPhone

• telephone handset and spiral cable

• Quickstart “SwyxPhone”

• network cable

• insertion cards and plastic covers for the programmable buttons (for SwyxPhone L4xx only)

• cover for cable guide

If you would like to install SwyxPhone as a wall device, you will need an extension. In this is the case, you should contact your system administrator.

The SwyxWare CD includes label templates for the SwyxPhone L4xx models: you can adapt these templates to your key configuration and print them.

2.2 System Requirements

The following requirements must be fulfilled to be able to make phone calls with SwyxPhone:

• Power supply (Mains Power Supply or Power over LAN)

• network with TCP/IP protocol

• operable 10/100 Base-T-Ethernet connection

• installed and operable SwyxServer

• SwyxWare user account and PIN must be set up on the SwyxServer

To minimize the time and effort spent on configuring SwyxPhone, we recommend using a configured DHCP server.

2.3 Connect SwyxPhone

The power supply for your SwyxPhone can either be provided over the LAN cable or over a mains power supply.

Power Supply Over Mains Power Supply

A mains power supply for power supply is not included in your SwyxPhone package. This device must be ordered separately. A mains power supply can provide power to two SwyxPhones at the same time.

Connect SwyxPhone

Power Supply Over LAN

If your network supports power supply over the LAN (Power over LAN), you can supply power to your SwyxPhone even without a mains power supply.

This is how you connect SwyxPhone

1. Connect the handset cable (short straight end) to the telephone handset. Both ends of the

handset cable are equipped with identical four-pole RJ-11 plugs.

2. Plug the long end of the handset cable into the RJ-11 jack (3) on the underside of the

telephone.

3. Plug the LAN cable (RJ-45 plug) in the LAN jack (2) on the underside of the telephone and

then connect your SwyxPhone to the Ethernet data network.

4. If necessary, plug the RJ-11 plug of the mains power supply into the jack for the power

supply (1).

5. Place the handset cable in the provided guide groove on the underside of the telephone.

6. Secure the network cable using the supplied plastic panel.

For instructions on how to connect a headset to a SwyxPhone1, please see Chapter 6.8, Using a headset,page90.

1. RJ-11 jack for power

supply (mains power supply)

2. RJ-45 jack for the

connection to the LAN

3. RJ-11 jack for the

handset cable

Figure 2-1 Back of the SwyxPhone L420e

1.This functionality is not available for every SwyxPhone model.

Set It Up & Log On30

1. RJ-11 jack for

power supply (mains power supply)

2. RJ-45 jack for the

connection to the LAN

3. RJ-11 jack for the

handset cable

4. RJ-45 jack for the

connection of a PC (LAN)

5. RJ-11 for the

connection of a headset

Figure 2-2 Back of the SwyxPhone L420p or SwyxPhone L520p

Connect SwyxPhone 31

1. RJ-11 jack for

power supply (mains power supply)

2. RJ-45 jack for the

connection to the LAN (Input)

3. RJ-11 jack for the

handset cable

4. RJ-11 for the

connection of a headset

5. RJ-45 jack for the

connection of a PC (LAN) (Output)

6. Connection for a

Key module

7. Connection for

Acoustic Adapter for a headset

Figure 2-3 Back of the SwyxPhone L420s

, SwyxPhone L440, SwyxPhone L520s or SwyxPhone

L540

All SwyxPhone models except for SwyxPhone L420e have an integrated switch. If your PC is already connected to the data network via an Ethernet connection, you can use this connection for both your PC and SwyxPhone. In this case, you must plug your PC’s Ethernet cable into SwyxPhone’s RJ-45 jack (5).

SwyxPhone with switch

Ethernet network port

(Hub/Switch)

PC LAN

Always disconnect your SwyxPhone from the power supply before connecting or disconnecting the cable!

Set It Up & Log On32

2.4 Connecting a Key Module

You can connect Key Modules (max. four) to the SwyxPhone models SwyxPhone L420s, SwyxPhone L440, SwyxPhone L520s and SwyxPhone L540. This provides you with additional keys, which you can configure as speed dials, function keys or line keys. The models available to you are the Key Module T420 (with label template) and the Key Module T520 (with LCD button displays). The configuration is carried out directly on the telephone or easily via SwyxIt!. You can also combine a telephone with LCD button displays (SwyxPhone L520s or SwyxPhone L540) with a key module without LCD button displays (Key Module T420) and vice versa.

1. Connection of an additional Key

Module

2. Connection to the telephone

Connect Key Module

Figure 2-4 Key Module - Back

This is how you connect a Key Module

1. Separate the telephone from the power supply.

2. Attach the Key Module with the help of the plug connections, to the telephone or to another

Key Module. The Key Module is then a single unit together with the SwyxPhone.

3. Connect the jack for the connection of a Key Module (6) (see Figure Figure 2-3, page 32) to

the jack of the Key Module (2).

1.This functionality is not available for every SwyxPhone model.

Connecting a Key Module 33

4. If a Key Module is already installed, connect its jack (1) (towards the telephone) to the jack

of the new Key Module (2) (towards key module).

5. After the connection of a Key Module you can configure the function key as described in

Chapter 7.6, Configuration of Function Keys, page 117 or Chapter 8.2, Configuration of SwyxPhone in SwyxIt!, page 128.

2.5 Logging on to SwyxServer

When you connect SwyxPhone to the power supply, a restart will automatically be initiated.

This will be followed by information on the display, accompanying the determination of the configuration data.

The IP network configuration and the address of the PhoneManager or the backup PhoneManager are identified during the start. This process may take several seconds in some cases.

SwyxPhone will normally be logged onto SwyxServer automatically and you will only be asked to enter your PIN if you are logging on for the first time, or if your system administrator has deactivated the automatic logon. Enter your PIN and confirm it with

If the logon is interrupted or if the message “Gateway not found” appears on the display, please contact your system administrator.

If you have accidentally entered the wrong PIN more than once, you must wait several minutes. Then you can once again enter your PIN.

If SwyxPhone or SwyxIt! does not log on properly, please check whether other devices are already logged on under this user. A maximum of four devices (SwyxIt!, SwyxPhone or other telephones) can be logged on simultaneously for one user.

9 .

If you would like to know how to log on and off SwyxPhone, e.g. in a conference room, after installation has taken place, please see Chapter 6.9, Log On/Off,page93.

If several devices are logged on under one user, the administrator can define which device (SwyxIt!, SwyxPhone, H.323- or SIP-telephone) should signal the user’s status (Logged on, speaking, etc.).

Set It Up & Log On34

3How does SwyxPhone work?

This chapter introduces the basic technical concepts of SwyxPhone.

SwyxWare - the Telephony of the Future Available Today

With SwyxWare you use a software based telephony system which offers extensive advantage.

The telephony server SwyxServer act as a core system, which offers the complete functionality of a sophisticated telephone private branch exchange. The SwyxServer takes care of call handling (e.g. transferring calls to another extension or to your Voicemail) and manages both terminal equipment and users which use it to communicate.

In a PC network, which is equipped with a SwyxServer, you can use SwyxPhone to make telephone calls just like you would with a traditional desk telephone. However, in this case your telephone is not plugged into a normal telephone socket, but into the PC network interconnection (Ethernet).

You can use SwyxPhone just like any other desk telephone, but in doing so, you are using a highperformance telephone, which is run on the SwyxServer private branch exchange, and this means you can take advantage of all of its features.

SwyxGate is a supplementary component for SwyxServer and it enables you to make calls in the public telephone network.

SwyxServer also supports SwyxIt! and SwyxPhone in a particularly high-performance manner, in addition to any number of H.323 compatible terminals (such as Microsoft NetMeeting and the H.323 compatible terminals of other manufacturers).

SwyxIt! is an application software that you install on your PC. This software allows you to make telephone calls in a network from your PC, and this can be done with a SwyxIt! Headset a

SwyxIt! Handset SwyxIt! and SwyxPhone in Chapter 8, Interaction with SwyxIt!,page127

or by using a microphone and speakers, which are connected to your PC.

use the same user account. You will find more information on

Figure 3-1 The Interaction of SwyxWare

Components

SwyxIt!

A User Account for Every User (User Concept)

Every user is provided with a user account. A variety of settings and information are stored there for every SwyxPhone user.

When you start SwyxPhone, it automatically logs on to SwyxServer. You will be asked to enter your PIN for authentication purposes. SwyxServer recognizes the appropriate user data based on the PIN entered and the SwyxPhone is then configured. The advantage of this is that you will find the same configuration and button assignments on any SwyxPhone device or SwyxIt! you log on to with your PIN.

Naturally, the logon procedure also has a security aspect – only those who logon correctly are authorized to place telephone calls.

Function Keys

SwyxPhone is provided with configurable function keys. This allows you to assign specific functions to keys, according to your telephoning behavior. You can reconfigure the default settings (two Line buttons, four pre-configured function keys and six Speed Dials) to meet your individual needs. You will find a description of the individual function keys and how to configure these functions yourself in Chapter 7.6, Configuration of Function Keys, page 117.

As part of the interaction with SwyxIt!, the SwyxPhone will apply all of the function key settings you have defined in SwyxIt!, as long as they are not dependent on the terminal (e.g. Phonebook, definition of forwardings, assignment of extension numbers to lines). In doing so, SwyxPhone and SwyxIt! use the same user account and, therefore, they both use the user data which is stored there. For further information please refer to chapter 8, Interaction with SwyxIt!,page127.

Two, Four or More Lines for Every User (Line Concept)

Common telephones provide the user with one, sometimes two lines. With SwyxPhone, you have access to two (default setting) or more (a maximum of nine) lines. These lines are also referred to as “virtual lines” because, technically, they are created as parallel “IP connections” for simultaneous calls on your PC network connection. The “virtual lines” allow you to telephone comfortably, and they simplify operation. “Virtual lines” are represented by Line buttons on the telephone interface. Just by pressing a button, you can

• select the line you want to speak on, or

• switch between lines, or

• “join” lines in order to connect two subscribers, for example.

Voicemail

The SwyxWare telephony solution offers another essential benefit for every subscriber – a highperformance Voicemail functionality. This functionality provides you with an “answering machine”, which records those calls which don’t reach you; you can also set various announcement texts for it. The voice messages from your telephone are then found in the form of e-mails in your electronic e-mail inbox. The Voicemail functionality is only available to you if you have a license for this option pack.

How does SwyxPhone work?36

Remote Inquiry

You can listen to and delete the Voicemails you receive in your electronic e-mail inbox per remote inquiry. Within remote inquiry, you can also use a menu to change the destination of your Call Forwarding Unconditional as well as record a new announcement for your Voicemail.

SwyxFax

This makes it possible to use the central fax service from any Windows PC in a Windows network, in which SwyxWare is installed. Each user can be assigned his or her own fax number. Once the SwyxFax Client has been installed on his PC, the user can send, receive, forward and manageme documents both internally and externally per fax. Alternatively, you can also receive fax documents as e-mails.. SwyxFax is only available to you if you have a license for this option pack.

The Menus

The menus can be used to simply and intuitively configure and operate SwyxPhone. Each menu has a hierarchical structure. The different menu levels branch in a manner similar to a tree diagram and according to the selection options provided. In the display, you will see either the status of the menu item (symbolized by a =) or other selection options (symbolized by the numbering of the menu items), which you can select using the arrow buttons or by pressing the corresponding number. 9 is used to move one menu level lower, the number key “0” is used to move one menu level higher. If you have called a menu item and have not made any changes to the settings during a period longer than one minute, the user name and the time will automatically reappear on your display.

Menu Types

A distinction is made between the following menu types for SwyxPhone:

The Main Menu The main functions can be selected here.

The Lists There are different lists: Phonebooks, Caller List, and Redial List.

You can page through these lists after calling the corresponding function.

The Shortcut Menus This menu is adapted to the state of the line.

The Configuration Menu This is called in the main menu under “Configuration”. The

settings for SwyxPhone are changed here.

Shortcut Menus and Status Display

A shortcut menu is dependent on the state of the active line. The information appears on the SwyxPhone display and, depending on the selection options, it can be changed or it serves to display the status of a function.

In an idle state, the display will continuously show the most important SwyxPhone information:

•user name,

• current time,

How does SwyxPhone work? 37

• the number of new calls received, new Voicemails and requested Callbacks, when applicable,

The following status display messages may be shown in an active state:

• the telephone number and name of the caller,

• the current duration of the connection,

• the current charges,

• signaling group calls and call signaling,

• the status of a setting,

• a context-related selection option.

The Main Menu

The following table provides a brief overview of the basic structure of the menus. You will find more selection options in the corresponding chapters. The purpose of this table is to provide a basic orientation.

Main Menu 1. Level 2. Level 3. Level

Caller list

Phonebooks 1Global

Clear list

Back

Personal

Back

Entry Adding a

Back

 Lists 1My

Callback Requests

Clear list

Back

Callback Requests

(xx)

Clear list

Back

Redial list

Clear list

How does SwyxPhone work?38

Main Menu 1. Level 2. Level 3. Level

0Back

Back

Forwardings 1Uncondit. =

If busy = <Status>

No Reply = <Status>

Activate/Deacti-

vate

to voicemail

to phone number

to number in

phonebook

Back

Activate/Deacti-

vate

to voicemail

to phone number

to number in

phonebook

Back

=<Destination of Forwarding>

=<delay period>

Activate/Deacti-

vate

to voicemail

to phone number

to number in

phonebook

Back

1 Global Phonebook

Pers. Phonebook

Back

1 Global Phonebook

Pers. Phonebook

Back

1 Global Phonebook

Pers. Phonebook

Back

How does SwyxPhone work? 39

Main Menu 1. Level 2. Level 3. Level

0Back

Charging info

Do not disturb

= <Status>

Secondary call

7 = <Status>

Configuration 1Ringing 1Internal

Charges: <costs>

Back

External

Back

Call signaling =

Lines Line <No.> 1Incoming calls

Outgoing calls

Wrap-up time =

Back

... additional lines ...

Back

Function keys

Speed dials

Incognito = <Status>

Info 1IP Address

MAC Address

PBX server

PhoneManager

Firmware version

Restart phone

Back

Contrast 1Main display

Transfer on

Hookon=<Status>

Back

Button displays

0Back

How does SwyxPhone work?40

Main Menu 1. Level 2. Level 3. Level

9Log off 1OK

Cancel

Back

*. Only for SwyxPhone L5xx

Table 3-1 Main Menu Levels

Navigation in the Menus

Key / Entry Explanation

Use the arrow pointing right to move down through the list of menu items. The first menu item will automatically follow the last menu item in the list.

Use the arrow pointing left to move up through the list of menu items. The last menu item will automatically follow the first menu item in the list.

This key is used to select the currently displayed menu item. This will move you one level lower in the menu structure. The displayed telephone number will be selected in the list. In the configuration, the parameter shown will be confirmed and in the menu structure, you will move one level higher.

This will move you one level higher in the menu structure. In the configuration, the parameter shown will be left unchanged and you will move one menu level higher.

Key “1” -“9” These numbers are used to directly select a menu item and to there to

move one menu level lower.

Table 3-2 Navigation within the Menus

How does SwyxPhone work? 41

How does SwyxPhone work?42

4 Basic Functions

This chapter includes a detailed description of the individual buttons found on SwyxPhone, and of their function.

4.1 Function Keys - Overview

The function keys are assigned functions in the default setting. These include functions, which are used every day when telephoning.

The following table provides an overview of the default function keys on SwyxPhone. On the pages listed, you will find notes with a detailed explanation of the function or the situations in which a function key can be used.

You can also individually configure the function keys and assign other functions, for example, Voicemail inquiry or Phonebook. For further information please refer to chapter 7.6, Configuration of Function Keys, page 117.

Button Defined Function Meaning Page

Numeric Keypad The numeric keypad is used to enter

a telephone number.

Call

Call Transfer

Redial

Speaker

Line 1

Call Forwarding Switches Forwarding Unconditional

Call transfer The “Call Transfer” button can be

Redial Calls the list containing the telephone

Speaker Enables / disables the speaker and - if

Arrow Buttons Navigates through the menus 44

OK Button Confirms the entry or moves one

Volume and ring tones Adjusts the volume of the speaker or

Speed Dials Saves and dials frequently used

Lines Selects a specific line 114

on / off

used to connect the currently active call to a call which is on hold.

calls you have made most recently

the handset is on hook - the microphone.

menu level lower

in the handset Sets the ring tones

numbers

112

101

122

Button Defined Function Meaning Page

Voicemail

checks Voicemail. 73

Pick Up

Callback

Caller List

Conference

Phonebook

*. only pre-configured for some models

4.2 Defined Function Keys

The following SwyxPhone buttons are preset and cannot be assigned to other functions.

4.2.1 Numeric Keypad

The numeric keypad is used for input of numbers and letters.

If the telephone is idle, you can input the phone number directly. If you have opened a menu, you call call up a menu item directly with the numeric button.

You can also use the numeric keypad to enter letters. You can enter text at the relevant points (e.g. the name for a new phonebook entry), or switch directly to an entry in a list, for example.

Example:

To make it easier to search for an entry in an extensive Phonebook, you can enter the first letter of the subscriber’s name. This is done with the numeric keypad: for example, to enter an “F”, press the “3” button three times, for an “S”, press the “7” button four times. The selected letters are shown in the display. This way it is also possible to enter a sequence of letters.

Pick Up* Picks up a signaled call 54

Callback request* Shows the “My Callback Requests”

list or leaves a callback request,

Caller List* Shows a list of the last 20 calls. 109

Conference* Connects the active line to a confer-

ence.

Phonebook* Opens the Global Phonebook. 106

Table 4-1 Function keys of SwyxPhone

4.2.2 Arrow Buttons

The arrow buttons are used to navigate through

Basic Functions44

• the menus,

• context-dependent selection options and

• entries in the lists.

4.2.3 +/- Buttons

You can use the +/- buttons to adjust the volume of the speaker and the handset, depending on which one is currently active. The volume setting will stay at this level for the next call. Furthermore, these buttons are used for editing names and numbers (see chapter 7.4.2, Editing Telephone Numbers and List Entries, page 106).

You can also use these keys to switch directly to the configuration of the ring tones, if the telephone is in the idle state (see chapter 7.3.2, Ringing, page 101).

4.3 Configurable Function Keys (Default Setting)

All function keys on SwyxPhone can be individually configured. Some function keys are already pre-configured upon delivery. However, you have the option of assigning theses keys to meet your needs. For further information please refer to chapter 7.6, Configuration of Function Keys, page 117. Depending on the telephone model, the keys described in the following are preconfigured upon delivery.

4.3.1 Call Forwarding

Press the Forwarding button, if you would like to forward calls immediately to another number

Call

4.3.2 Call transfer

The Call Transfer button can be used to connect the currently active call to a call which is on

Call Transfer

or to your Voicemail. Before you can use this function, you must configure call forwarding in the main menu under <Forwardings>. For further information please refer to chapter 5.15, How do I forward a call?,page61.

hold.

Here you must differentiate between two situations:

• If you only have one connection on hold, both callers will be connected directly to each other.

• If you have several connections on hold, a select list will appear from which you can choose the line to be connected.

After the subscribers have been connected, both lines will automatically become inactive. For further information please refer to chapter 5.10, How do I connect two subscribers to one another?,page58.

4.3.3 Redial

The Redial button allows you to call the Redial List when the handset is on the hook. If you

Redial

press this button when the handset is off the hook, the number last dialed will once again be called. For further information please refer to chapter 7.4.5, Redial List, page 112.

4.3.4 Speaker

When the telephone is in an active state (a conversation is in progress), the Speaker button is

Speaker

used to switch the speaker on or off. This allows other people present in the room to listen to the conversation. You can then turn the speaker off again and continue the conversation on the handset.

In an idles state (if no call is currently being made), pressing the Speaker button has the same effect as picking up the handset; you can immediately dial a number and place your call using

Configurable Function Keys (Default Setting) 45

4.3.5 Lines

Line 1

4.3.6 Speed Dials

the handsfree telephone. The LED of the Speaker button will glow as long as the handsfree telephone is activated. If the handset is on hook, end the call by pressing the Speaker button. For further information please refer to chapter 5.17, Speaker and Handsfree Telephone, page 66.

With SwyxPhone, you have access to two (default setting) or more lines. By pressing the appropriate Line button, you can select the line you want to speak on, switch between lines, and pair lines in order to connect two subscribers. To select a specific line, just press the Line button you want. A red LED signals the currently active line. When you then call a subscriber, the selected line will be used for this call. If a call is received on this line, the corresponding LED will blink and the telephone will ring. For further information please refer to chapter 7.5, Configuration of Line Buttons, page 114.

Speed Dials function like abbreviated dialing buttons. SwyxPhone provides six or eight Speed Dials, to which you can assign numbers, in the default setting. You can save a telephone number on a specific button in the Configuration menu under “Speed Dial”. Write the name on the insertion card supplied.

A Speed Dial can be used in different ways, according to the configuration:

• as an abbreviated dialing button, with which the subscriber is immediately called,

• as a successive dial option: if you often use a call-by-call number, you can save this on a Speed Dial. After pressing this Speed Dial, the call-by-call code will appear on the display and you can dial the actual number per keypad.

• to start an intercom connection (announcement)

For further information please refer to chapter 7.7, Configuration of Speed Dials, page 122.

4.3.7 Voicemail

A Voicemail is a spoken message in the form of a WAV file.

Voicemail

If the caller couldn't reach you, he can leave a Voicemail. You can listen to the Voicemail, when you are back at your desk or from an other phone using the remote inquiry.

If a Voicemail was left by a caller, the Voicemail button will glow. If you press this button, a connection to Voicemail will be initiated and the current Voicemails will be played.

If you have e-mail access, your Voicemails will be sent to your e-mail address if this has been entered for your SwyxPhoneduring installation.

For further information please refer to chapter 6.2, Voicemail inquiry, page 73.

4.3.8 Pickup call

If another subscribers calls are signaled to you, the Pick Up Button will blink when the other

Pick Up

subscriber receives a call. Press the Pick Up Button and then lift the handset in order to take the call on your telephone.

For further information please refer to chapter 5.5, How do I pick up a call?,page54.

4.3.9 Callback request

If you would like to call another internal subscriber and he or she does not answer, you can

Callback

Basic Functions46

leave a callback request. If the line of the internal subscriber you are calling is busy, you can

leave a “Callback on busy” request. As soon as the other subscriber has ended his call, you will be asked whether you would like to make this connection again. The Callback Button will blink. If you press the Callback Button, the new call will be made.

If you press the Callback Button while the telephone is in an idle state, the “My Callback Requests” list will be shown. These are the callback requests you have left for other internal subscribers. You can dial your callback requests once again or delete them here.

For further information please refer to chapter 6.6, Callback request,page80.

4.3.10 Caller List

The last calls received for you are automatically saved in the Caller List. The calls are listed in

Caller List

the order in which they were received. You can directly dial, or edit and then dial the individual entries from the Caller List, or save them in the Personal Phonebook. 20 entries will be saved in the Caller List per default setting. The maximum number of possible entries can be changed via SwyxIt! but not with SwyxPhone L4xx/5xx.

For further information please refer to chapter 7.4.4, Caller List,page109.

4.3.11 Conference

With SwyxWare you can join internal and external subscribers to form a conference.

Conference

Furthermore, you can add new subscribers to an existing conference. Alternatively, you can also arrange to meet with other subscribers in a conference room.

If you have two calls on two lines, press the “Conference” Button to create a conference between these two subscribers and yourself.

For further information please refer to chapter 6.7, Conference, page 85.

4.3.12 Phonebook

Frequently used numbers are stored in the Phonebook. You can then dial these numbers directly

Phonebook

from the Phonebook.

• the Global Phonebook and

• the Personal Phonebook.

In both Phonebooks, the entries are in alphabetical order of the names. The Global Phonebook is available to all users and contains information about the availability of your company's subscribers, e.g. if they are logged on or if they are currently telephoning. The system administrator or the user with the appropriate authorization can add further phone numbers in this Global Phonebook, e.g. the subscribers of another site. However, the availability of these phone numbers is not signaled. The "Global Phonebook also contains dial numbers of individual groups.

If you press the “Phonebook” Button, the Global Phonebook will appear.

For further information please refer to chapter 7.4.3, Phonebooks, page 106.

Configurable Function Keys (Default Setting) 47

Basic Functions48

5 Telephoning with SwyxPhone

This chapter describes the following basic telephone functions.

• How do I call a subscriber? (page 49)

• How do I answer a call? (page 53)

• How do I pick up a call? (page 54)

• How do I end a call? (page 55)

• How do I start an inquiry call? (page 56)

• How do I switch between several subscribers (Call Swap)? (page 57)

• How do I connect two subscribers to one another? (page 58)

• How do I transfer a call without Inquiry? (page 59)

• How do I directly forward a call? (page 60)

• How do I forward a call? (page 61)

• How do I use the Phonebook? (page 65)

• The Secondary Call (page 61)

• Speaker and Handsfree Telephone (page 66)

In this documentation, the illustration of the display and the description of the operation refers to SwyxPhone L420/SwyxPhone L520 if not noted otherwise. With SwyxPhone L440/ SwyxPhone L540, four lines are displayed and you can use more function keys.

5.1 How do I call a subscriber?

SwyxPhone is idle, i.e. you will normally see your user name and the current time and date on the display.

Jones, Tom 10:10

22.02.2008

If there were calls which you did not not pick up, or you received callback requests or voicemails, this will also be shown on the telephone display:

Jones, Tom 10:10 New calls (xx)

Call Subscriber

This is how you call a subscriber

1. You now have several options for entering a number

L1: Dialing



Voicemail inquiry



Caller list



Phonebooks



Redial list



Incognito now



Disconnect



Disable line



Swap line

• Take the handset off the hook or press a Line button or the Speaker button. You will then hear the dial tone. Then select the number you want using the numeric keypad. While you enter the number, the name of the line you are using to place your call, e.g. "L1: Dial...", will appear in the first line of the display. When you begin to enter the numbers, they will appear in the second line of the display. The subscriber is then immediately called.

• Keep the handset on hook and deactivate the Speaker button. Then enter the number of the subscriber you would like to call on the numeric keypad. The action “dialing” will immediately appear in the first line of the display. The numbers entered appear in the second line of the telephone display. You can still correct your entry using the arrow buttons. For further information please refer to chapter 7.4.2, Editing Telephone Numbers and List Entries, page 106.Then confirm your entry with 9, by pressing the Speaker button or a Line button: The subscriber is called. Once you have confirmed your entry with 9 , you can pick up the handset and continue your call as usual.

2. If the connection to the destination subscriber has not yet been made, the line number and

“ringing” will appear in the first line of the display. The number or, if available, the name of the destination subscriber will appear in the second line:

L1: ringing <Number>

If all of the target subscriber’s lines are busy, the line number and “busy” will appear in the first line of the display. The number or the name of the destination subscriber will always appear in the second display line.

L1: busy <Number>

Telephoning with SwyxPhone50

If the connection is made, then the line number and the number or name of the destination subscriber will appear in the first line of the display. The duration of the call is shown in the second line of the display.

L1:<Number>

=Call duration: xx:xx:xx

If your system administrator has activated the automatic selection of a telephone service provider (Least Cost Routing), the least expensive telephone service provider will be selected depending on the telephone number and the time of day. You will then see on the display the provider’s code in front of the number you have dialed. If you would like to bypass automatic provider selection, just enter the code of another provider. Dial the following number, for example, in order to reach a provider in Berlin and using Deutsche Telekom as provider: 0 01033 030 1234567. Here ‘0’ stands for the external line, ‘01033’ for the service provider Deutsche Telekom, ‘030’ for the prefix for Berlin, and ‘1234567’ is the number of the target subscriber.

For further information on the other menu options available to you during a call, please see Chapter 5.3, Other Menu Options During a Call, page 52.

5.2 Other Options for Calling a Number

• You can call the Phonebook, select the subscriber you want from the Global or Personal

Phonebook, and then confirm your selection by pressing 9 twice, or by picking up the handset. The connection will immediately be made. For further information please refer to chapter 7.4.3, Phonebooks, page 106.

• You can select the “Caller List” function from the menu to receive a list of the calls most recently received. Use the arrow buttons to select the subscriber you want and confirm this selection with 9. The subscriber is then immediately dialed. For more detailed information concerning the Caller List, see chapter 7.4.4, Caller List,page109.

• You can use the “Redial” button to show the list of the calls you have most recently made. The “Redial” button can be used in two ways.

1. Abbreviated Dialing:

Lift the SwyxPhone handset off the hook and press the button “Redial”. The number of the last call will be dialed immediately.

2. The Redial List:

Leave the SwyxPhone handset on the hook and press the button “Redial”. A list of the calls you have most recently made will appear. You will find the layout of this list in the table in Chapter 7.4.5, Redial List, page 112. Use the arrow buttons to select the subscriber you want and confirm this selection with 9. The subscriber is then immediately called.

Other Options for Calling a Number 51

5.3 Other Menu Options During a Call

During a call you have the following displays or selection options in the display. You can switch between these options with the arrow buttons during the conversation:

• Call duration

Shows the length of the call.

• Conference

If you have at least two lines with the state “Active” or “On Hold”, you can start a conference (see chapter 6.7, Conference, page 85).

• Callback Request

This function is only available to you during a call to an internal subscriber (see also chapter 6.6, Callback request, page 80).

• Note

Here you can enter a number and the corresponding name in the Personal Phonebook during a telephone call (see chapter 6.5, Note, page 79).

• Call Transfer

You can transfer a caller directly here. If you have two calls (two lines with the state “Active” or “On Hold”), these are directly connected to each other. If you only have one call on one line, you must input a further number or select one from the phonebook (see chapter 5.10, How do I connect two subscribers to one another?, page 58).

• Disconnect

Disconnects the active connection.

• Speaker

This switches the speaker on / off (see chapter 5.17, Speaker and Handsfree Telephone,page66).

• Microphone

This switches the microphone on / off (see chapter 5.17.3, Deactivation/activation of the microphone during a call, page 67).

• Secondary call

You can either allow or disable a second call during this call (see chapter 5.14, The Secondary Call,page61).

• Call Swap

The subscriber will hear music on hold and SwyxPhone will switch to the next available line (see chapter 5.9, How do I switch between several subscribers (Call Swap)?, page 57).

During a telephone call, you can use the arrow buttons to switch between these options. To select an option, use 9.

Telephoning with SwyxPhone52

5.4 How do I answer a call?

If you receive a call, a call is forwarded to you or if a call is received for a group of which you are a member,

• the number or the name of the caller will appear in the display,

• a ringing sound will be produced

• the Line button, on which the call is received, will blink.

A call to a group (Group Call) is shown as follows:

If you are a member of a Hunt Group with sequential, rotary or random distribution, the call may possibly first be displayed in Call Signaling, and only put through if no other member has picked up the call. In this case you see the call signaling for the Group Call:

L0x:<Caller>

Pick Up

Reject Forward call to

L0x:<Caller> Grp: <Group name>

Pick Up Reject

L0x:<Caller> Grp: <Group name>

Activate Ignore Back

A call, which has been forwarded from another subscriber to you, is shown as follows in the display:

Pick Up Forward call to Reject

If the number of the caller is known, SwyxWare will attempt to associate the number, i.e. if a name in the Global or Personal Phonebook or on a Speed Dial been assigned to this number, the name will appear in the display. If not, only the number will be displayed.

How do I answer a call? 53

If “XXX” appears in the display, the caller’s number was not transmitted, e.g. because the caller has suppressed his number.

This is how you accept a telephone call

1. To pick up the call,

Picking Up a Call

• simply lift the handset. The handset is activated so that you can speak to the caller.

• Press the corresponding Line button or the Speaker button. This will activate the handsfree telephone (speaker and microphone), so that other people present in the room can follow the conversation.

Some SwyxPhone models do not have the handsfree facility. Activate the speaker by pressing the Speaker button. If you would like to talk to the caller, you must lift the handset.

If you pick up a call by pressing the Speaker button only, please note that there is no microphone in SwyxPhone L420e. In this instance you only can listen to the caller. If you like to talk to the caller, you must lift the handset. The Handset button is not available in the pre-configuration.

5.5 How do I pick up a call?

In the case of a signaled call, you will only be shown that another user or a group has received a call. Signaling is set up by the system administrator. You can pick up a signaled call.

If a call is signaled to you,

• in your display you will see who the call was originally for,

• the Pick Up button will blink, if there is one,

• if one exists, the Speed Dial, which has been assigned to the number called, will blink.

The following is shown on the display when a call is signaled:

Activate Ignore Back

If the call is not picked up by the destination subscriber and if you have activated call signaling in the Settings menu, you will hear an additional brief acoustic signal after 10 seconds.

Telephoning with SwyxPhone54

Activating a

Telephone Call

Activating a

Telephone Call

Second Call

This is how you pick up a signaled call

To pick up the call,

1. press the Pick Up button, if there is one, and lift the handset off the hook

1. use the arrow button to select the menu item “Pick Up” in the display and confirm this with

1. press the blinking Speed Dial, if there is one.

Please remember when picking up a call via the menu that you must first confirm the option “Pick up Call” and then lift the handset. If you lift the handset first, the call signaling will be ignored and a free line will be activated.

If several subscribers, whose calls are signaled to you, receive a call at the same time, only one name will be shown in the display. The other calls will only be indicated by the blinking of the corresponding Speed Dials. If you would like to pick up one of these calls, use the corresponding Speed Dial and lift the handset.

This is how you pick up a telephone call if you are currently involved in a different telephone call

1. Press the blinking Pick Up button.

1. Press the blinking Speed Dial.

The previously active connection is put on hold, the subscriber hears music on hold, and the incoming call is picked up.

If you are already on a call, Call Signaling will not be shown in the display, only by a blinking Pick Up button or Speed Dial. In other words, in order to pick up the call in this case, you need to have configured a Pick Up button or a Speed Dial. Also, you cannot see who the caller is.

5.6 How do I end a call?

You have been speaking to a caller and now you would like to end the call.

This is how you end a telephone call

1. To disconnect the call,

End Call

• simply put the handset back on the hook

• use the arrow buttons to select in the menu the option “Disconnect”

• activate the handsfree mode, i.e. if the speaker is activated and handset is on the hook, the Speaker button.

If you end a call and you have a second call on hold, a single telephone ring will be produced after 5 seconds have passed. Pick up the handset once again in order to directly connect to the caller on hold.

How do I end a call? 55

This is how you end one of several calls

1. You can only end an active connection. This can be done by:

Ending one of several

calls

• selecting the “Disconnect” option in the menu (then you can select one of the remaining inactive lines)

If you have created the active connection yourself, putting the handset on hook will result in the transfer of this call to the call on hold. If you have several lines on hold, the active line will also switch to the state “On hold”.

5.7 How do I telephone with a headset?

Some telephone models have a headset connection, so that you can use a headset to telephone. To use the headset, connect it to the telephone (see chapter 6.8, Using a headset, page 90).

Before you can use the headset to telephone, you must first configure the “Headset button” function key (see chapter 7.6, Configuration of Function Keys,page117).

This is how you pick up a call on the headset

1. When you receive a call, simply press the configured “Headset” function key in order to pick

Call Pick up with

Headset

Hook on with headset

Switch Headset -

Handset

up the call.

You can then telephone using the headset.

This is how you end a call on the headset

1. When you have finished your call, press the “Headset” function key again to end the call.

The connection will be terminated.

This is how you switch between the Handset and the Headset

1. If you have begun a call using the headset and you would like to use the handset for the rest

of the call, pick up the handset.

You can then continue your call using the handset.

2. If you would like to switch to the headset, press the “Headset” function key and put the

handset back on the hook.

You can then continue your call on the headset.

For further information please refer to chapter 6.8, Using a headset, page 90.

5.8 How do I start an inquiry call?

You are having a telephone conversation and you would like to call another subscriber (Inquiry Call). Then you would like to alternately speak to both subscribers (Call Swap).

Example:

• You are speaking to a customer (subscriber A) and you would like to ask someone in the warehouse (subscriber B), whether a certain article is on stock.

• You begin a second call at the same time with subscriber B. Then you can alternately speak with subscriber A and subscriber B.

• While you are speaking with one subscriber (the corresponding Line button is activated), the other subscriber will hear music on hold.

Telephoning with SwyxPhone56

• If you end the call with one of the subscribers (using the "Disconnect" option), the corresponding line will be free again. You can then switch to the line on hold.

If you were the initiator of the call on the active line and you place the handset on hook, the callers will be connected to each other.

This is how you call an additional subscriber

1. Activate a free Line button during an active connection.

Inquiry Calls

You will hear the dial tone and you can now call a second subscriber.

2. Enter the number (manually or via your Speed Dial or the Phonebook) and wait until the

connection is made.

While you do this, the first call will be placed on hold and your conversation partner will hear music on hold. The LED for this line on hold blinks.

5.9 How do I switch between several subscribers (Call Swap)?

You are having conversations with several subscribers at the same time. The active connection is the connection to the person you are currently talking to. All other subscribers, who are listening to music on hold while they wait, are connections on hold. Switching between callers is called “Call Swap”.

Example:

Several calls are received at the operator desk and you would like to forward these calls to various colleagues, who, however, cannot be reached immediately. You can put the callers on hold, so that these callers will hear music on hold. You can switch to these connections on hold at any time in order to inform the callers of the progress of your efforts to connect them to the correct colleagues.

Switch between Calls

This is how to swap between an active call and a call on hold

Assumption: You have one active line and at least one other line on hold.

1. Press the Line button with the connection on hold; this line will now become active.

The activation of the corresponding line will be delayed. The LED of the active line is on, the LED for the line on hold blinks.

If you use the “Call Swap” function often, you can also assign this function to one of the configurable buttons. For further information please refer to chapter 7.6, Configuration of Function Keys, page 117.

How do I switch between several subscribers (Call Swap)? 57

This is how you call swap using the configured "Call Swap" button

1. Press the button “Call Swap”.

Call Swap using a

Configured Button

You have now activated the next line.

2. Repeatedly pressing the “Call Swap” button will successively activate all of the active lines.

The activation of the corresponding line will be delayed. The subscriber data will appear on the display first, so that you can quickly “run through” all of the subscribers. Alternatively, you can immediately press the corresponding Line button. The line currently active is highlighted.

You can have as many calls simultaneously as you have lines. This means, however, that you have several calls on hold and one active line at the most.

5.10 How do I connect two subscribers to one another?

You are connected with two subscribers simultaneously. While you are talking to one of the subscribers, the other is on hold. The subscriber will hear music on hold. You can now connect these two subscribers to each other.

Example:

You are talking to Subscriber A on Line 1. Line 2 has a connection on hold with Subscriber B. You connect Subscriber A with Subscriber B. Then both of your lines are free again (inactive).

This is how you connect two subscribers

1. Press the button “Call Transfer” (default: “Call transfer” function key).

Connecting

Subscribers

If only one further connection is on hold, the two subscribers are immediately connected.

2. If you have put several calls on hold, you will be offered all the lines on hold for connection

to the active line. Select the subscriber you want and confirm this with

Connect to

<Subscriber>

0 Back

The subscribers are now connected to one another. Both lines become inactive.

If you have created a second line (active line), for example for an Inquiry Call, you can connect these two lines by putting the handset on hook or by pressing the Speaker button. If you were called on this line, this connection will be terminated if you put the handset on hook or press the Speaker button. The line previously on hold will once again be active.

Telephoning with SwyxPhone58

When you directly connect subscribers, you may still charged, even though you are no longer involved in their telephone call. This will only occur if you set up one or both of the connections. If, for example, Subscriber A called you and you called Subscriber B to inquire about something, you will only be charged for the connection to Subscriber B. No costs will be charged if you are called by both Subscriber A and Subscriber B. However, if you have called both subscribers, you will be charged for both connections.

5.11 Configuring Transfer When Placing Handset on Hook

If you have two calls, you can define whether the call partners should be connected when you go on hook.. The option "Transfer on Hookon" is available in the configuration menu for this.

Configuration 9Transfer on Hookon =<status>

• If this option is activated, you can connect the two callers to one another by simply placing the handset on hook. However, this only works if you set up the active call yourself. If you did not initiate the active call (i.e. you received the call), the connection will be terminated by hook on. The second call will remain on hold.

Example:

Subscriber A is called by C. Then subscriber A begins a second call on another line to subscriber B (e.g. for an Inquiry Call). If A goes on hook, subscribers B and C are then connected to one another.

• If this option is not activated, the active call will always be ended and the other one will be kept on hold.

5.12 How do I transfer a call without Inquiry?

Your SwyxPhone can be used to accept incoming calls and then to transfer these calls to another subscriber, without waiting for the new subscriber to answer. This means you can connect two subscribers even though there is not yet an active connection to one of the subscribers.

This is how you transfer a call without inquiry

You currently have a call (e.g. with Subscriber A) and the line is active.

Transferring a Call

Without Inquiry

1. Press a free Line button.

2. Now select the number of the subscriber, to whom you would like to transfer the call

(Subscriber B).

3. Then press the “Call Transfer” button or simply go on hook.

Your caller (Subscriber A) will then hear ringing and “Call Transfer” appears on your display. The line on which you initiated the second call will become free and the first line will change its status from “Hold” to “Transferring”. Your previous caller (Subscriber A) hears the telephone ring.

Configuring Transfer When Placing Handset on Hook 59

4. The person called (Subscriber B) sees on the display that the call has been transferred to

him:

The call can now be picked up directly by Subscriber B.

If the call is not picked up within 20 seconds or if the call is forwarded to Voicemail, the connection attempt will be terminated and the caller will once again be put on “Hold” and will hear the normal music on hold.

5. You can then pick up the call again by clicking on “Call Swap” or by activating the Line

button.

In case the caller to whom the call should be transferred is not available, please remember that the call may be forwarded with some delay (after more than 20 seconds). If the call is forwarded to Voicemail, the call transfer will automatically be interrupted, the caller is once again put on “Hold” and will hear the normal music on hold.

5.13 How do I directly forward a call?

If you are receiving a call you can transfer this call while it is still ringing to another subscriber or to your Voicemail.

This is how you transfer a call without accepting

You receive a call, it rings.

Transfer call without

accepting

1. Use the arrow buttons in the shortcut menu to select the option "Forward call to".

L1: <Caller name>

Pick Up

Forward call to Reject

2. Now select the forwarding destination with the arrow buttons:

• your voicemail (This option is only available if the Voicemail functions are configured.),

• the number that you have defined as the destination for Call Forwarding Unconditional,

• a number in the phonebook,

• any number.

Forward call to

 Voicemail

<Number>  Number in phonebook Phone number

0Back

3. Confirm the selection with

The call is then immediately transferred.

Telephoning with SwyxPhone60

5.14 The Secondary Call

You can use the “Secondary call” function to define whether you are available for an additional subscriber. You can set this option in the main menu or during a call.

This is how you switch the Secondary Call function on / off

Switch Secondary

Call on/off

1. From the main menu, select the option “Secondary Call”. You will see the currently valid

setting, “on” or “off”, and the following options:

5.15 How do I forward a call?

You can forward incoming calls

• to another telephone number (internal or external) or

• to your Standard Voicemail.

There are several different methods for forwarding incoming calls:

• Call Forwarding Unconditional: The call is immediately forwarded (“Do Not Disturb”).

• Redirection if busy: You line is busy, which means that you are currently telephoning and you have not allowed a secondary call or you are telephoning on all configured lines.

• Delayed Call Redirection: The telephone rings several times at your desk but you do not pick up the call.

The type of call forwarding to be applied to all of your incoming telephone calls is defined in the “(Call) Forwarding” shortcut menu:

Main Menu 7Secondary call

You can activate or deactivate Secondary Call by pressing

Call Forwarding 1

Immediate = <Status>

2If busy = <Status> 3No Reply = <Status> 0Back

= <Status>

5.15.1 Call Forwarding Unconditional

You can enable Call Forwarding Unconditional if you do not wish to receive any calls from this time on (“Do not Disturb”). All incoming calls are forwarded immediately to the specified destination.

There are different options for the forwarding of the call:

• no call forwarding,

• Voicemail,

• <Phone number>,

• <Phonebook>.

The Secondary Call 61

Enable Call

Forwarding

Unconditional

This is how you activate Forwarding Unconditional

1. Press the “Redirection” button on your SwyxPhone

The red LED for the Redirection button glows and you will see on your display that immediate redirection has been activated. In this case, calls will be redirected the same way as in the last activation of Immediate Redirection or according to the default setting.

<Name of the Subscriber> Forward call to <Number>

To switch off Immediate Redirection, press the “Redirection” button again or select the “deactivate” menu item in the shortcut menu for “Redirections”. The red LED for the Forwarding button will go out.

1. Select “Forwardings” in the main menu and confirm this with

Main menu 10:10 4

Forwardings

The following appears on the display:

Call Forwarding 1

Immediate = <Status>

2

If busy = <Status>

3

Delayed = <Status>

0Back

2. In the shortcut menu, select the entry “Immediate” and confirm this with 9. The following will

appear:

Call Forwarding Unconditional = <Status>

1

Activate/Deactivate

2to voicemail 3to phone number 4to number in phonebook 0Back

3. Choose the option “Activate”, all incoming calls will be forwarded immediately to the

specified destination.

To forward the call to a different destination, use the arrow keys to select the required option and confirm your selection with 9.

Telephoning with SwyxPhone62

Your Voicemail can be configured using SwyxIt!. For further information, please refer to the SwyxIt! documentation. If Remote Inquiry has been configured for you, you can also change your Voicemail announcement and the destination of your (Call) Forwarding Unconditional from the menu of Remote Inquiry (see chapter 6.3, Remote Inquiry, page 74).

5.15.1.1 Define destination for Call Forwarding Unconditional

You can define the destination for Call Forwarding Unconditional generally from the menu as described under This is how you activate Forwarding Unconditional,page62.

For unconditional call forwarding to a number, you can also use a faster method. This involves direct configuration with the Call Forwarding button. For unconditional call forwarding to your voicemail, you still have to configure from the menu.

This is how you define the destination for Call Forwarding Unconditional

1. Press and hold the “Call Forwarding” button on your SwyxPhone.

Define destination for

Call Forwarding

Unconditional

After about 3 seconds, the current destination (as in the last activation, or as pre-configured) appears in the display. In the second line you will see an input prompt (_).

Call Forwarding = 104 _

2. Use the keypad to enter the new destination number, and confirm the input with 9.

This does not activate Call Forwarding Unconditional: it simply specifies the destination for it. To activate Call Forwarding Unconditional, press the Call Forwarding button once (see This is how you activate Forwarding Unconditional, page 62).

5.15.2 Call Forwarding Busy

This is where you define how incoming calls should be handled if all of your lines are busy or if you have disabled a secondary call.

This is how you define “Forwarding Busy”

1. Open the “Forwardings” shortcut menu and select the option “If busy”. You will see the

Call Forwarding Busy

existing parameter settings and the options which may be selected:

Incoming calls will be forwarded immediately to the specified destination, if you are currently telephoning and the option “Secondary Call” is deactivated or all lines are busy.

To forward the call to a different destination, use the arrow keys to select the required option and confirm your selection by pressing 9.

Call Forwarding Busy = < Status >

2to voicemail 3to phone number 4to number in phonebook 0Back

How do I forward a call? 63

More detailed information concerning the different configuration options can be found in Chapter 7.2.1, Forwardings, page 100 and in Chapter 7.6, Configuration of Function Keys,page117.

5.15.3 Call Forwarding No Reply

Enable Call Forwarding No Reply if incoming calls should first be signaled on your SwyxPhone device before they are forwarded. If a call is not picked up within the defined time limit, it will then be forwarded to another number or to your Voicemail.

This is how you define Call Forwarding No Reply

1. Open the “Forwardings” shortcut menu and select the option “Delayed”. You will see the

Call Forwarding No

existing parameter settings and the options which may be selected:

Call Forwarding No Reply = < Status >

= <Time delay> 1

Deactivate

2to voicemail 3to phone number 4to number in phonebook 0Back

2. Confirm your entry with 9.

Then the time delay will appear on the display:

Forwarding to

- < 010 seconds >+

3. Here you can use the arrow buttons to set the time delay (between 1 and 180 seconds) after

which the incoming call should be forwarded.

4. Forwarding No Reply is activated once you have confirmed your entry with 9.

More detailed information concerning the different configuration options can be found in Chapter 7.2.1, Forwardings,page100.

Telephoning with SwyxPhone64

5.15.4 The “Forwarding” Button

You can use the “Forwarding” button to activate or deactivate a forwarding defined in the “Call Forwarding Unconditional” shortcut menu. The LED will glow as long as Forwarding Unconditional is active (see This is how you activate Forwarding Unconditional, page 62).

5.15.5 Signaling a Forwarding

If a call is forwarded to you, the following message will appear on the display:

The number or the name of the caller is shown in the first line of the display and the number or the name of the subscriber originally called is shown in the second line.

This is how you pick up a forwarded call

1. There are several different options for picking up the call:

Picking Up a

Forwarded Call

• lift the SwyxPhone handset or

• go to “Pick Up” using the arrow buttons in the display and confirm this with

• you can press the corresponding Line button.

You will then be connected to the caller.

9 or

5.16 How do I use the Phonebook?

Frequently used numbers are stored in the Phonebook. You can then dial these numbers directly from the Phonebook.

• the Global Phonebook and

• the Personal Phonebook.

The Global Phonebook is available to all users and contains information about the availability of your company's subscribers, e.g. if they are logged on or if they are currently telephoning. The system administrator or the user with the appropriate authorization can add further phone numbers in this Global Phonebook, e.g. the subscribers of another site. However, the availability of these phone numbers is not signaled. The "Global Phonebook also contains dial numbers of individual groups.

You can store, edit or delete your personal numbers in the Personal Phonebook.

How do I use the Phonebook? 65

Calling a Subscriber

from Phonebook

This is how you call a subscriber from the Phonebook

1. From the main menu, select the option “Phonebooks”. The “Phonebook” menu will appear

in the display.

Phonebook 1Global

2Personal 0Back

1. Use the arrow buttons to select the Phonebook to be used (Global or Personal) and confirm

the selection with

Gl. phonebook XX/YY

<Subscriber>

... <Subscriber> 0Back

2. Then select the subscriber you want to call from the list using the arrow buttons.

To make it easier to search for an entry in an extensive Phonebook, you can enter the first letter of the subscriber’s name. This is done with the numeric keypad: for example, to enter an “F”, press the “3” button three times, for an “S”, press the “7” button four times. If a letter is entered in this manner, a short beep will be produced after one second and you can then enter the next letter. If no further entry is made in the following three seconds, you must once again begin with the first letter for the next search.

3. Confirm your selection with 9, to open the entry. You will now see additional information

about the subscriber (phone number, status).

4. Once you confirm your selection with 9, the connection will immediately be initiated.

For more information on editing entries in your Personal Phonebook, please see Chapter 7.4.2, Editing Telephone Numbers and List Entries,page106.

5.17 Speaker and Handsfree Telephone

With SwyxPhone you can activate the speakers so that people present in the room can follow the telephone conversation. If the telephone is equipped with a microphone (all models except SwyxPhone L420e), you also have a complete Handsfree Telephone (speaker and microphone), so that others present in the room can participate in the call.

Telephoning with SwyxPhone66

5.17.1 Activating the Speaker During a Call

You are telephoning and using the handset.

Switch on the speaker by pressing the Speaker button. This will allow those present in the room to listen to the call. If the speaker is active, this will be indicated by the red LED next to the Speaker button. The call will continue to be held via the microphone in the handset.

You can even switch the speaker on or off via the menu during a call. If you put the handset back on the hook, the call will be ended and the LED will go out.

5.17.2 Deactivating the Speaker During a Call

Assumption: You are making a call via the handset and the speaker is activated.

Switch off the speaker by pressing the Speaker button. You can now telephone as usual using the handset. The LED for the Speaker button will go off.

5.17.3 Deactivation/activation of the microphone during a call

You are telephoning and using the handset.

1. Use the arrow buttons in the shortcut menu to select the option "Microphone = on" and

press 9.

L1: <Name> =Call duration: XX:XX:XX

Callback Request Note

... Microphone = on ...

The displayed text changes to "Microphone = off". Your call partner can no longer hear you now.

2. If you press 9 once more, the microphone will be reactivated.

If you have assigned a function key for the microphone, you can switch the microphone on or off during the conversation by pressing this key.

5.17.4 Activating the Handsfree Telephone During a Call

You are telephoning and using the handset. The speaker can be either on or off.

Press the Speaker button and keep it pressed while you put the handset on the hook. Then release the Speaker button. The handsfree telephone is activated so that the call can carried out together with those present in the room.

5.17.5 Deactivating the Handsfree Telephone During a Call

Assumption: You are telephoning and using the handsfree telephone.

Lift the handset in order for the call to be held exclusively via the handset. The LED for the Speaker button will go off.

Speaker and Handsfree Telephone 67

If you press the Speaker button during the call or deactivate the speaker in the shortcut menu, the call will be disconnected.

5.17.6 Activating the Handsfree Telephone for an Outgoing Call

If the line is idle, you can press the Speaker button instead of lifting the handset. The handsfree telephone is activated, you hear the idle tone and SwyxPhone is waiting for the entry of a phone number. You then make the call via the handsfree telephone.

5.17.7 Activating the Handsfree Telephone for an Incoming Call

It is also possible to pick up a call with the Speaker button or with the corresponding Line button. If you have picked up the call in this manner, the handsfree function is activated. You then make the call via the handsfree telephone.

5.17.8 Regulating the Volume

The “+/-“ buttons located next to the numeric keypad can be used to regulate the speaker volume. This adjustment can only take place with the loudspeaker active.

If you press the “+/-” buttons located next to the numeric keypad while the speaker is off during a call, the volume of the handset speaker will change.

If you press the “+/-” buttons while the telephone is in the idle state, the volume / type of the ringing tone is adjusted.

5.18 Configuring the ringing tone

The “+/-“ buttons located next to the numeric keypad can be used to regulate the volume of the ringing tone. If you press the buttons while your SwyxPhone is ringing, the volume is adjusted.

For setting the ring tones, you can also (while the telephone is in the idle state) switch directly with the "+/-" buttons on your telephone (+ external, - internal). You can then adjust the volume with the "+/-" buttons, or select the ring tone with the arrow buttons.

For further information please refer to chapter 7.3.2, Ringing, page 101.

Telephoning with SwyxPhone68

5.19 Charging info

From the main menu, select the menu item “5 > Charging info”.

This is how you receive the exact amount of the charges incurred for your last call. This information will remain until the next connection is set up

1Caller list (YY) 2Phonebooks 3 Lists 4Forwardings 5Charging info 6Do not disturb = <Status> 7Secondary call = <Status> 8Configuration 9Log off 0Back

LastCall Charge: XX

0Back

To display the charging information during an active call, use the arrow buttons to select the menu item “=Charge”.

L1:<Number>

=Call duration: xx:xx:xx =Charges: EUR XX.XX

Callback Request Note Call transfer Disconnect Speaker = <Status> Microphone = <Status> Secondary call = <Status> Call swap

This calculation of the charges depends on the data provided by your telephone service provider. Ask your system administrator or your telephone service provider.

Charging info 69

5.20 Sequence of the Display Entries While Idle

The entries in the SwyxPhone display are shown a specific sequence one after another:

1. Missed Callbacks (xx)

2. Missed Callbacks (xx)

3. New calls (xx)

4. Voicemail available

5. Callback Requests (xx)

6. Call Forwarding

Only when there are no more entries in a higher prioritized list will the next entry be shown.

Telephoning with SwyxPhone70

6 SwyxPhone for Experts

This chapter contains information about the use of special functions which go beyond “normal” telephoning, such as conference calls or the allocation of project codes, for example.

6.1 Disabling Lines (Wrap-up Time)

Disable line

Please note that in this section, function keys which are not assigned in the default setting of your SwyxPhone will also be mentioned. For further information please refer to chapter 7.6, Configuration of Function Keys, page 117.

You can specifically block a line for further incoming calls, for example, in order to have enough time to process a customer inquiry after a call from a customer. Your SwyxPhone is then busy for further incoming calls. If you would always like to have a wrap-up time configured for a line, you must define this when configuring the line (see chapter 7.5, Configuration of Line Buttons,page114).

How to enable a line

1. Press the corresponding Line button.

The LED will glow.

L1: idle, please dial!

Voicemail inquiry

Caller list Phonebooks Redial list Incognito now Disconnect Disable line Call swap

Enable Line

2. Activate the option “Disable line” and confirm this with 9.

The line is disabled, the LED glows with short interruptions.

1. Keep the line button pressed for a few seconds.

The line is disabled, the LED glows with short interruptions.

This is how you enable a disabled line

1. Keep the line button pressed for a few seconds.

The LED stops glowing, the line is once again clear for incoming calls.

Set wrap-up time

If you start an outgoing call on the disabled line, this line will once again be cleared for incoming calls when you go on hook.

This is how you switch the wrap-up time on or off

1. In the main menu, use the arrow buttons to select the menu item "Configuration" and

confirm the selection with 9.

The following message will appear in the display::

Configuration 3Lines

2. Select "Lines" in the configuration menu.

Lines (Number:xx)

Line 01

Line 02

... 0Back

3. Select the line for which you would like to set the wrap-up time, and confirm the selection

with

The following message will appear in the display:

Line xx 1Incoming calls

2Outgoing calls 3Wrap-up time = <Status> 0Back

4. Confirm "3 >Wrap-up time“ with 9.

The following message will appear in the display:

Wrap-Up time = <Status> 1Enable/Disable

2Time period = <duration> 0Back

5. Now switch the wrap-up time on or off using 9.

6. Select "2 > Time period“, to change the wrap-up time. Enter the desired duration in seconds

(5 -1800s).

SwyxPhone for Experts72

6.2 Voicemail inquiry

A Voicemail is a spoken message in the form of a WAV file.

If the caller couldn't reach you, he can leave a Voicemail. You can listen to the Voicemail, when you are back at your desk or from an other phone using the remote inquiry.

When a new Voicemail has been left for you, this will be indicated by

• a glowing LED for the “Voicemail” button

• a briefly interrupted (stuttered) dial tone

• the message “Voicemail available“ will appear in the display after the new calls are shown

If you have e-mail access, your Voicemails will be sent to your e-mail address if this has been entered for your SwyxPhoneduring installation.

You can check your voicemails with the SwyxPhone or directly from your e-mail program.

Voicemail Options in your E-mail Program

The voicemail delivery by e-mail offers you several options:

• Message as an e-mail attachment (audio file) You can listen to this comfortably on your PC, and then save or forward the file.

• Direct starting of a callback from the e-mail (only in SwyxIt! or with CTI)

• Direct sending of an e-mail to the caller (it must be possible to resolve the user name for this.)

• Link for listening the Voicemail directly by Remote Inquiry (only in SwyxIt! or with CTI)

This is how you check your new voicemails with SwyxPhone

1. You have several options:

Checking Your New

Voi cema il

• Press the “Voicemail” function key or

• confirm the message “Voicemail available” with 9.

A connection for querying the SwyxServer will be initiated immediately.

Voicemail inquiry

This is how you check your voicemail with SwyxPhone

1. lift the handset and select the option “Voicemail inquiry” from the shortcut menu

1. press a Line button and select the option “Voicemail inquiry” from the shortcut menu.

A connection for querying the SwyxServer will be initiated immediately.

If no Voicemail has been configured for you by the administrator, the menu item “Voicemail inquiry” will not be displayed.

You can also check your Voicemail by Remote Inquiry from any phone connection. To do this, your Standard Voicemail must be configured appropriately. For further information, please refer to the SwyxIt! documentation.

Voicemail inquiry 73

6.3 Remote Inquiry

Please note that the number of Voicemails available for remote inquiry is limited to the most recent one hundred Voicemails.

You will receive a PIN (Personal Identification Number) from your administrator. If, in addition to your SwyxPhone, you also have the option of configuring the standard remote inquiry in SwyxIt!, you can also change the PIN there.

This is how you listen to your Voicemails remotely

In order to take advantage of this, Remote Inquiry must be configured for you:

In order for a received call to be picked up by your Standard Voicemail and in order for you to have the option of Remote Inquiry, you must configure your call forwarding accordingly. This means that an incoming call must reach your Standard Voicemail and may not be redirected. (For further information, please refer to the SwyxIt! documentation.).

1. Dial your SwyxWare-phone number.

2. Press the *-key during the welcome announcement.

The call is picked up and you hear the welcome announcement of your Voicemail.

You will hear the welcome announcement of the Remote Inquiry and will be asked to enter your PIN.

You will not be prompted to enter your PIN if you are calling from your own extension number.

3. Enter your PIN and complete the entry with the # key.

4. If new Voicemails have been received, you will first be given the total number of Voicemails.

Then all of the new Voicemails will be played, beginning with the one most recently recorded. The sender information of each Voicemail is given first.

• Date received

•Time

• Caller’s number (if available)

• Name of the caller, if this can be determined for internal calls by the system (For further information, please refer to the SwyxIt! documentation.);

and finally

• the recorded Voicemail.

You can use the * key you can skip the current message (sender information or recorded Voicemail).

The following options are available to you during the output of a Voicemail:

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Button Effect

Connects to the caller (if possible)

Back to the beginning of the mail

Forward to the end of the mail

10 seconds backward

Stop/Start Output (Pause)

10 seconds forward

Switches to the previous mail

Switches to the next mail

Main Menu

Switch to the next information (Date, Time, Number, Mail Content)

Help

Table 6-1 Remote Inquiry menu while a mail is played

If you have no new Voicemails, you will find yourself in the main menu. Here you can listen to all available Voicemails and configure your Call Forwarding Unconditional (see This is how you change the settings for Forwarding Unconditional per Remote Inquiry, page 77).

5. After each Voicemail has been played, you have the choice of the following options:

Button Effect

Connects to the caller (if possible)

Repeats the current mail

Deletes the current mail, confirm with

Answer per Voicemail (only possible for internal use)

Forward to an internal number

Switches to the previous mail

Switches to the next mail

Main Menu

Help

Table 6-2 Remote Inquiry menu after a mail is played

After the new Voicemails have been played, you will be shown the main menu. The following options are available:

Remote Inquiry 75

Button Effect

End Remote Inquiry (=Hook on)

Inquiry of all Voicemails (most recent first)

Inquiry of all E-mails

Configuration of the Forwarding Unconditional

Record note

Change Voicemail Announcement

Deletes all Voicemails, confirm with

Help

Table 6-3 Main Menu for Remote Inquiry

6. End Remote Inquiry by going on hook.

The menus for Remote Inquiry are also available as a print template on the SwyxWare CD. For more information, please contact your administrator.

If you end Remote Inquiry in the main menu with ‘0’, other actions of the Call Routing Manager can still be applied. For further information, please refer to the documentation "Call Routing Manager".

If you have finished listening to a Voicemail, the corresponding e-mail in your e-mail folder will be marked as read. If a Voicemail was partially or completely skipped, the “unread” mark will remain in the e-mail folder.

Note that Remote Inquiry only covers voicemail that is present as e-mail in the Outlook folder which you specified in the Remote Inquiry configuration. You can adjust the configuration of the Remote Inquiry with the help of SwyxIt!, or it will be done by the administrator.

If you change your Windows password, you must also adjust this in the configuration of the Remote Inquiry with SwyxIt!, or contact your administrator.

The name announcement, which other internal subscribers hear when listening to a Voicemail you have left, can be recorded using SwyxIt!. Ask your system administrator should you have questions about this.

SwyxPhone for Experts76

6.3.1 Change Forwarding Unconditional

You can also use the Remote Inquiry menu to change the settings for Forwarding Unconditional. You can choose between

• a Forwarding Unconditional to a number,

• a Forwarding Unconditional to standard Voicemail or

• deactivation of Forwarding Unconditional.

This is how you change the settings for Forwarding Unconditional per Remote Inquiry

In order to take advantage of this, Remote Inquiry must be configured for you.

Changing Forwarding

Unconditional

1. Dial your SwyxWare-phone number.

The call is picked up and you hear the welcome announcement of your Voicemail.

2. Press the *-key during the welcome announcement.

You will hear the welcome announcement of the Remote Inquiry and will be asked to enter your PIN.

3. Enter your PIN and complete the entry with the # key.

You will not be prompted to enter your PIN if you are calling from your own extension number.

4. If you have received new Voicemails, you will be given the opportunity to listen to them.

5. To change Forwarding Unconditional, please enter a ‘9’ in order to move to the main menu.

The following options are available in the main menu:

Button Effect

Inquiry of all Voicemails (most recent first)

Inquiry of all E-mails

Configuration of the Forwarding Unconditional

Record note

Change Voicemail Announcement

Deletes all Voicemails, confirm with

Help

End Remote Inquiry (=Hook on)

Table 6-4 Main Menu for Remote Inquiry

6. To change Forwarding Unconditional press the ‘4’.

The current status of Forwarding Unconditional will be given. You will then have the following options for changing your Forwarding Unconditional:

Remote Inquiry 77

Button Effect

Activate (Call) forwarding to the saved no.

The Call Forwarding Unconditional to a saved destination number will be activated. If no destination number is saved, you will be prompted to enter a number.

Activate the (Call) forwarding to the Voicemail

The Call Forwarding to your Standard Voicemail will be activated.

Deactivate (Call) Forwarding

Call Forwarding Unconditional is switched off. Please note that in this case other rules of the Call Routing Manager can be applied.

Save a new destination for the forwarding

Here you can enter a new destination number and end with . Call Forwarding Unconditional to this number is then activated.

Current status of Call Forwarding

The current status of Call Forwarding Unconditional will be given.

Change Voicemail Announcement

Main Menu

The remote configuration of Call Forwarding Unconditional is ended and you return to the main menu.

Forwarding to the current Caller ID

(only possible if the CallerID is available)

Help

6.4 Project Codes

SwyxWare can record the data of individual telephone calls in CDRs (Call Detail Records) and assign different project codes to them. This data can then be evaluated later. For further information, please refer to the SwyxWare Administrator documentation.

To associate a call to a project, you must enter the assigned project code before making the call.

This is how you assign a call to a project

1. Enter ‘*’ and then the project code.

Assigning a Call to a

Project

SwyxPhone for Experts78

2. End the entry of the project code with ‘#’.

3. Then immediately dial the destination number as usual.

You can also, for example, assign a project code to a Speed Dial (e.g. *123#, Option: activate “Clear display before calling” and deactivate "Immediate dial") and then activate a corresponding contact partner on a second Speed Dial (e.g. 00123 4567, please do not activate “Clear display before calling” here). If you would now like to assign a conversation with your contact partner to a project, press the Speed Dial with the code first and then the button with the telephone number.

Table 6-5 Configuration menu for forwarding in Remote Inquiry

The project code will now be recorded in the Call Detail Record (CDR) by SwyxWare.

Assign to a project

from Outlook

6.5 Note

Add Note

This is how you assign a call to a project when dialing from Outlook

1. Open the Outlook “Contacts” folder.

2. Select the contact and click on the SwyxIt! symbol.

The following window appears: "SwyxIt! Phone Dialer".

3. Enter a project code or select a project code from the drop-down list.

4. Then click on "Dial" behind the number you would like to use.

5. The number entered, preceded by the project code, will be dialed.

The project code will now be recorded in the Call Detail Record (CDR) by SwyxWare.

You can add telephone numbers to your Personal Phonebook during a call.

This is how you create a note during a call

You are having a telephone conversation. The following are provided to you on your display:

Lxx: <Subscriber name> = Call duration: xx:xx:xx

Callback Request Note Disconnect Speaker = <Status> Microphone = <Status> Secondary call = <Status> Call swap

1. Move the arrow buttons to the menu item “Note” and confirm your selection with

The following appears on the display:

Enter number _

2. Enter the number of the new entry in the Personal Phonebook here. End the entry with

The following appears on the display:

Enter name _

3. Enter the name for the new entry in the Personal Phonebook here.

The numeric keypad is used to enter the names: for example, to enter an “F”, press the “3” button three times, for an “S”, press the “7” button four times. The arrow pointing to the left can be used to delete your entry. The '*'-key is used to switch between upper and lower case letters. A beep indicates that you can enter a new character.

End the entry with

Note 79

If while creating a note you enter the number but not the name, the following entry will appear in your personal Phonebook in the first position: “<No Name>:<Number>”.You can then edit this entry in the personal Phonebook.

For further information please refer to chapter 7.4.3, Phonebooks, page 106.

6.6 Callback request

The list “My Callback Requests” serves for managing the callback requests made by this user. The callback requests directed to this user are given in the list “Callback Requests” .

You can configure a function key with the "Callback" function. This gives you rapid access to the callback functions.

If you call another subscriber within your company and the connection is not completed (e.g. speaking, busy, call not picked up, absent), you can make a callback request.

There are two different situations:

• Callback on busy, i.e. the caller is speaking

• Callback (when the line is idle and the call is not picked up or is forwarded to Voicemail)

6.6.1 Callback on busy

You call another subscriber in your company and this person is currently speaking on the phone. You receive the message “Busy” or “Call waiting”, depending on whether the person called has allowed a second call. (In the Caller List of the person called, an entry appears - as is the case for every call .) If you now select the “Callback” option, the person called will not receive any further signal and the call waiting signal will stop. If the person called has ended his call, this will be signaled by a brief tone and a message in the display. You can now start the callback.

Making a callback

request if busy

SwyxPhone for Experts80

This is how you make a callback request if the line is busy

Assumption: You are calling another internal subscriber. The other subscriber is currently speaking on the phone.

1. Press the "Callback" key, if you have assigned the function to a function key, or select

Option "1>Callback request" in the shortcut menu (call with arrow buttons).

An entry will be created with “Callback on busy” in your “My Callback Requests…” list. The person called will not be signaled your callback on busy. Your call will be ended. In the display you will see the message “Terminated - Callback requested”.

2. If the person called has ended his call, this will be signaled by a brief tone and a message in

the display.

3. You can start the callback directly by lifting the handset (see This is how you start Callback

on busy, page 81).

Several callback requests on busy to the same user, even at different numbers, will be summarized into one entry in the “My Callback Requests“ list.

Starting Callback on

busy

This is how you start Callback on busy

Assumption: You have made a Callback on busy request.

1. The person called ends his call.

On your telephone the “Callback” button will blink and a signal tone is produced.

In the display you will see

 Pick up Call

Reject Call

2. Confirm the new call with 9.

The call will be initiated.

If you do not confirm the new call within 20 seconds, the Callback button will continue to blink slowly. In the display you will see “Missed Callbacks”. The entry in the list “My Callback Requests” will change to “Was free. Retry?”.

3. Confirm this message “Missed Callbacks“ with 9.

The list of your callback requests (“My Callback”) will be displayed.

4. Page through the list.

• If you would like to call back the displayed subscriber immediately, lift the receiver or press the Speaker button.

• If you would like to see the details for this callback attempt, confirm the displayed entry with 9. Details for this callback attempt, such as date and time, will be displayed. You can dial this number again or you can delete it.

If a connection is made to the person originally called, the entry in the "My Callback Requests" list will be deleted automatically.

Reject Callback on

busy

This is how you reject Callback on busy

Assumption: You have made a Callback on busy request. The line of the other subscriber is free and you will be prompted to call again. On the telephone the “Callback” button will blink and a signal tone is produced.

1. Select “Reject Call” in the menu and confirm this with 9.

Jones,Tom Reject Call

The entry in the “My Callback Requests” list will be deleted.

Callback request 81

Deleting Callback on

busy

This is how you delete Callback on busy

Assumption: You have made a Callback on busy request.

1. In the main menu, select the entry “3> Lists”.

The following appears in the display:

Lists 1My Callback Lists

2Callback Requests (xx) 3Redial list 0Back

2. Confirm the “My Callback Requests” with .

The “My Callback Requests” list will open.

My Callback 01/01 <Date> >Jones, Tom <Time>

1Clear list 0Back

3. Highlight the entry you want to delete and confirm the entry with 9.

4. The details for this callback request will be displayed.

Jones, Tom <Date> 1Callback on busy

2<Date>< Time> 3Dial 4Delete 0Back

5. Confirm “4>Delete” with 9.

6.6.2 Callback if idle

You call another internal subscriber and this call is not picked up. You receive the message “Ringing” or the Voicemail announcement. (In the Caller List of the person called, an entry appears - as is the case for every call .)

If you now press the “Callback” button, the entry in the Caller List of the SwyxIt! called will be expanded with the extension “Callback requested”. If the person called has a SwyxPhone, the message “New callback requests” will appear in his display.

This request will be entered with “Callback requested” in your “My Callback Requests” list. If the person called edits his Caller list or the Callback list, he can

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The entry will be deleted.

Making a callback

request

Answering a callback

request

• start the callback from his Caller List (SwyxIt!) or his “Callback Requests” list (SwyxPhone).

If you then pick up the callback, the callback request in your list will be deleted.

If no connection is made, the callback request will remain unchanged.

• ignore the Callback Request.

If the person called ignores the entry in his list, the extension to the entry will change to “Callback obsolete”.

• delete the callback request in the Caller List.

The complete entry will be deleted in the list of the person called, and in your “Callback Requests” list, the entry will change to “Callback obsolete”.

This is how you make a callback request when the line is idle

Assumption: You are calling an internal subscriber. The other subscriber does not pick up the call or your call is forwarded to Voicemail.

1. Press the “Callback” button.

An entry will be created with “Callback requested” in your “My Callback Request” list. The person called will be signaled your callback request.

2. Your call will be ended.

This is how you answer a callback request

Assumption: You have received a callback request and in your display you see the “New callback requests” list or “Callbacks (xx)”.

1. Confirm the display of the list with 9.

The “Callback requests” list will appear.

2. Select the caller and lift the handset.

The caller will be called back.

If you would like to ignore the callback request, confirm the entry of the caller in the Callback Requests list with 9 and select “ignore” with 9.

After you have opened the “New Callback Requests” list, all entries will be transferred to the “Callback Requests” list, even those which have not yet been displayed.

The entry in your “My Callback Requests” will be deleted in every case if a connection to the person called is successfully made, regardless of whether the person called has noted your callback request or not. At the same time, the entry in the Caller List of the person called will change to “Callback obsolete”.

Callback request 83

“My Callback

Requests” List

“My Callback Requests” List

In the “My Callback Requests” list you will find all callbacks that you have requested yourself.

This is how you open the “My Callback Requests” list

1. In the main menu, select the entry “3>Lists” and then the entry “1>My Callback Requests”.

The “My Callback Requests” list will open.

My Callback 01/01 <Date> >Jones, Tom <Time>

1Clear list 0Back

2. If you confirm an entry in this list with 9, the details for this callback request will be

displayed:

• Callback on busy You have made a callback request of a subscriber whose line is busy. This subscriber is

still telephoning.

• Callback requested You have made a callback request of a subscriber whose line is idle. No connection was

successfully made.

• Callback obsolete You have made a callback request of a subscriber whose line is idle. After this, the call-

back has either been ignored by the other subscriber, was answered per e-mail or deleted.

You can select an entry in this list, delete individual entries or the entire list. When deleting, the “Callback requested” entries will be deleted from the list of the other subscriber.

“Callback Requests”

List

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“Callback Requests” List

In the “Callback Requests” list you will find all callbacks that have been directed to you.

This is how you open the “Callback Requests” list

1. In the main menu, select the entry “3>Lists” and then the entry “2>Callback Requests”.

The “Callback Requests” list will open.

Callback 01/01 <Date> >Jones, Tom <Time>

1Clear list 0Back

If you confirm an entry in this list, you can then answer this callback request

• with “Callback” or

• “Ignore”.

If you delete the list, the corresponding entry in the caller’s list will be marked as “Callback obsolete”.

The “Missed

Callbacks” List

6.7 Conference

The “Missed Callbacks” List

In the “Missed Callbacks” list you will find all callbacks on busy, which were prompted because the person called had finished his conversation, but were not confirmed by you.

This is how you open the “Missed Callbacks” list

1. Confirm this message “Missed Callbacks“ with 9.

The “My Callback” list will open.“

My Callback 01/01 <Date> >Jones, Tom <Time>

1Clear list 0Back

2. If you confirm an entry in this list, you can start this callback again or delete it.

The “Missed Callbacks” list will remain in the display until it contains no entries.

With SwyxWare you can join internal and external subscribers to form a conference. Furthermore, you can add new subscribers to an existing conference. Alternatively, you can also arrange to meet with other subscribers in a conference room. In a conference room you can take an active part in the conversation or only act as a listener.

Conference 85

6.7.1 Starting a Conference

If you have at least two lines with the state “Active” or “On Hold”, the entry “> Conference” will appear in the available menu. This provides you with the option of creating a conference between these subscribers and yourself.

This is how you start the conference

Requirement: You have at least two lines with the state of “Active” or “On Hold”.

Starting a Conference

1. Press the “Conference” button.

1. confirm the menu item “Conference” with 9.

All of the individual calls which you are currently having, both the active and held calls, will be joined into one conference. All lines, except for the conference line, will be free again. The LED of the “Conference” button is glowing and the message “Conference” appears in the display. A welcome signal will be produced for all conference participants.

All participants will have the following on their display:

L0x:Conference <Call duration>

Conference Disconnect Note Speaker = <Status> Secondary call = <Status> Call swap

Please remember that you can only start one conference at a time. However, you can participate in other conferences. These conferences must have been started by other subscribers.

6.7.2 Inquiry Calls and Add

If you are a participant of a conference, you can start an Inquiry Call to another subscriber during this conference. You can add further conference participants during such an Inquiry Call. The other subscriber can then create a conference of which you are a member. In such a situation, you can then use the “Conference” button to join both conferences into one.

This is how you start an Inquiry Call from a conference

Assumption: You are a participant of a conference.

Inquiry Call from a

Conference

SwyxPhone for Experts86

1. Press on a free Line button

1. Choose the menu option “Call Swap”.

In each case the line with the conference will be put on “Hold”. You can now enter the phone number for the Inquiry Call on the next free line.

2. Complete your Inquiry Call and switch back to the conference with “Call Swap”.

• Call Swap between conferences You are participating in different conferences, e.g. the subscriber you made an inquiry of

has created a conference with you and a third person, and you can now use “Call Swap”

Add Subscriber

to switch between these conferences.

• Combine conferences If you are participating in different conferences, you can use “Conference” to combine

both of the conferences. All participants will hear a welcome signal.

3. If you would like to end the call to the subscriber you made an inquiry call to, put the

handset on the hook or press the corresponding Line button.

If you are logged on to the same SwyxServer as the initiator of the conference, you can put the conference line on “Hold” in this manner. If this is not the case, for example if you are connected externally or via a SwyxLink with the initiator, the other participants will hear your standard music on hold when you put the connection on “Hold”.

This is how you add an additional subscriber to a conference

Assumption: You are a participant of a conference.

1. Switch to a free line and call the new subscriber.

You can enter the number directly or select it from the Phonebook or your lists.

2. If you have reached the new subscriber, i.e. the connection exists, press the “Conference”

button or confirm the menu item “Conference”.

You will then find yourself in a conference with the new subscriber; the other line will once again be free. A welcome signal will be produced for all conference participants because a new subscriber has been added to the conference.

If one conference participant puts his conference line on “Hold” and then returns to the conference, no welcome signal will be produced.

6.7.3 Leaving or Ending a Conference

When going on hook, there are two different situations:

• You started the conference.

In this case, the conference will be ended for all participants if you put the handset on the hook.

• Another subscriber started the conference.

If you put the handset on the hook, you will leave the conference. A goodbye signal will be produced for all other subscribers and the remaining subscribers can continue to speak to one another.

All those subscribers, who you added to this conference, will leave the conference with you. The conference will continue for all other subscribers.

This is how you leave a conference

Assumption: Another subscriber started the conference.

Leave Conference

1. Simply go on hook.

If a subscriber leaves a conference, a goodbye signal will be produced for all other subscribers.

Conference 87

This is how you end a conference

Assumption: You have started a conference and the conference line has an “active” state, i.e.

End Conference

you can speak to the other conference participants.

1. You have several options:

1. Simply go on hook.

The conference is ended. The line is free again and the LED for the “Conference” button goes out.

If Subscriber A of the original conference added other subscribers, e.g. B and C, to this conference, a second conference between A, B and C will continue to exist until Subscriber A, as initiator of the second conference, terminates the connection and thus ends the conference.

6.7.4 Conference Rooms

Conference rooms are set up by the administrator. A number is assigned with which the conference room can be "entered". In contrast to a conference held only via SwyxIt!, all participants can leave the conference independently of one another, without the conference being terminated. All subscribers can then dial this Conference Room and participate in a conference with other users, who have dialed this number. You can enter a Conference Room as a member of a conference or as a listener (see chapter 6.7.4.1, Silent conference participation, page 89).

This is how you reach a Conference Room

Assumption: Your administrator has set up a Conference Room.

Reaching a

Conference Room

1. Dial the number of this Conference Room.

You will be connected to the conference. All participants in the conference room will hear a welcome signal.

If you are the only conference participant, an appropriate announcement will be played.

2. To leave the conference, simply go on hook.

All those present in the Conference Room will hear a goodbye signal. The conference between the other subscribers continues to exist.

You can also start Inquiry Calls from a Conference Room (see This is how you start an Inquiry Call from a conference,page86).

Furthermore, you can add other subscribers to this Conference Room (see This is how you add an additional subscriber to a conference, page 87).

• If the conference line is active, simply go on hook.

• If the conference line is on hold, click with the right mouse button on the Line button and select the entry “Terminate Conference”.

Please remember that in this case, all of the conference participants you have added will also leave the conference with you.

In addition, you can connect another subscriber to the Conference Room. This subscriber is then an independent member of the conference and must end the connection to this conference himself.

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This is how you connect another subscriber to the Conference Room

Requirements:

Connecting a

Subscriber to the

Conference Room

• You have a connection to the Conference Room and

• you have a second line to another subscriber.

1. Press the “Call Transfer” button or confirm the menu item “Call Transfer”.

The other subscriber is connected to the Conference Room and a welcome signal is produced in the conference. Both of your lines are free again.

Please remember that in this case, the person who created the connection between you and the other subscriber will incur the costs of the connection.

It is not possible to directly connect conference rooms to one another. If you would like to allow the participants from two different conference rooms to confer with one another, in this case you should start a conference between both of the lines. This ‘Conference of the Conference Rooms’ will be maintained as long as you, as initiator, participate in this conference, and it will end when you go on hook.

6.7.4.1 Silent conference participation

You can also dial in as a listener to conferences in conference rooms. You can then follow the conference, but not take part in the conversation.

To dial in as a silent conference participant, dial the number of the conference room plus the string '#OWC'; e. g. "219#OWC". However, your administrator can individually adapt this dialin option with a script. For further information please refer to the SwyxWare Administrator documentation.

Please note that the complete string of digits (<number of conference room>#OWC) must be dialed as a block number.

The entry / departure of a silent conference participant is also announced by an audio signal. This signal is different from the usual entry/departure signal to indicate that this participant cannot take part in the conference call.

If you want to dial into a conference room as a silent participant, you first have to configure a corresponding Speed Dial with SwyxIt!, since you cannot dial the string "OWC" via SwyxPhone. Since SwyxPhone and SwyxIt! access the same user profile, the Speed Dials configured in SwyxIt! are also available to you in SwyxPhone.

A simple way round the problem is also to dial into the conference as a normal participant, and deactivate the microphone on your telephone with the shortcut menu or a configured function key.

Conference 89

6.8 Using a headset

If you telephone a great deal, you can connect a headset of the SwyxPhone in order to have your hands free while on the phone. Swyx offers several headsets and the necessary connection cable as an accessory. All Swyx headsets are equipped with a so-called QuickDisconnect plug, which you can quickly unplug so that you don’t always have to put down the headset.

6.8.1 Combination options of telephones and headsets

The table below offers an overview of the connection options for the telephones described in this manual with selected headsets.

Telephone Headset Cable/Adapter Headset

SwyxPhone L420e No cable:

The headset is connected instead of the handset. The hook off function for the headset is controlled via the telephone buttons (e.g. handset button or line button). For further information please refer to chapter 6.8.2.1, Headset instead of Handset,page91.

SwyxPhone L420e Headset Cable K420:

Connect headset and handset to telephone using the cable; the Headset Cable K420 offers a switch between headset and handset. For further information please refer to chapter 6.8.2.2, Headset and Handset,page91.

SwyxPhone L420p SwyxPhone L520p SwyxPhone L420s SwyxPhone L520s SwyxPhone L440 SwyxPhone L540

SwyxPhone L420s SwyxPhone L520s SwyxPhone L440 SwyxPhone L540

Headset Cable K440:

Headset and handset are connected directly to the telephone. The hook off function for the headset is controlled via the telephone buttons (e.g. handset button or line button).

Acoustic Adapter:

The hook off function can be controlled on the headset.

SwyxIt! Headset H324 SwyxIt! Headset H325 SwyxIt! Headset H340 SwyxIt! Headset H342

SwyxIt! Headset H380

6.8.2 Connecting a headset to SwyxPhone L420e

SwyxPhone L420e does not have its own connection for the headset. You can connect the headset directly instead of the handset, or use an adapter cable with switch (Headset Cable K420).

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6.8.2.1 Headset instead of Handset

If you want to telephone exclusively with the headset, you can simply connect the headset directly instead of the handset.

This is how you connect the headset instead of the handset to SwyxPhone L420e

1. Remove the handset cable from the jack (3) on the back of the telephone (see Figure 2-

Connect headset to

SwyxPhone L420e

1, page 30).

2. Plug in the RJ11 plug of the long cable into this jack.

3. Connect the QuickDisconnect plug of the headset with the QuickDisconnect plug of the long

cable

4. Configure a function key as the “Handset button” in order to pick up or end a call (see

chapter 7.6, Configuration of Function Keys

Leave the handset on the SwyxPhone. Otherwise the light in the receiver hollow will signal that the handset is off hook (activated line).

Handset Button

If you have a headset attached to your SwyxPhone instead of a handset, you can use the button to “lift/replace the handset”, i.e. to pick up or end a call. Many headsets do not offer this socalled “Hook On/Off” function.

6.8.2.2 Headset and Handset

As an alternative to using the headset instead of the handset, you can also use a switch that uses a button to switch between the headset and the handset. The Headset Cable K420 includes such a switch.

The “Cable Headset Cable K420” packet contains:

• a short cable with two RJ11 plugs,

• a long cable with an RJ11 plug and a QuickDisconnect plug

• a switch with three jacks.

, page 117).

Connecting both

Headset and

Handset to

SwyxPhone

This is how you simultaneously connect a headset and a handset to SwyxPhone L420e

1. Remove the handset cable from the jack (3) on the back of the telephone (see Figure 2-

1, page 30).

2. Use the short cable to connect the jack (3) on the back of the telephone with the

“Telephone” jack of the switch.

3. Then plug the

• RJ11 plug of the long cable into the “Headset” jack and

• RJ11 plug of the telephone handset into the “Handset” jack.

4. Configure a function key as the “Handset button” in order to pick up or end a call (see

chapter 7.6, Configuration of Function Keys

, page 117).

Leave the handset on the SwyxPhone L420e. Otherwise the light in the receiver hollow will signal that the handset is off hook (activated line).

Using a headset 91

6.8.3 Connecting a headset to SwyxPhone L420p / SwyxPhone L420s / SwyxPhone L440 / SwyxPhone L520p / SwyxPhone L520s / SwyxPhone L540

These telephone models do not have their own connection for the headset.

This is how you connect a headset to SwyxPhone L420p / SwyxPhone L420s / SwyxPhone L440 / SwyxPhone L520p /SwyxPhone L520s / SwyxPhone L540

1. Plug the RJ11 plug of the long cable into the jack (4) on the back of the telephone

Connecting the

headset to

SwyxPhone

(see Figure 2-3, page 32).

2. Connect the QuickDisconnect plug of the headset with the QuickDisconnect plug of the long

cable.

3. Configure a function key as the “Headset button” in order to pick up or end a call (see

chapter 7.6, Configuration of Function Keys

, page 117).

This is how you switch between the handset, headset and handsfree telephone

• If you hear the subscriber in the headset, you can switch to the handset by picking up

Switch Voice Output

the handset.

• If you hear the subscriber in the handset, you can switch to the headset by pressing the “Headset button”. You can then replace the handset.

• If you hear the other subscriber in the headset or the handset, press the “Speaker” button to switch the handsfree telephone on or off. If you press the “Speaker” button once again, you will continue your call as before either on the headset or the handset.

Headset button

You can define a function key of your SwyxPhone L420p / SwyxPhone L420s / SwyxPhone L440 / SwyxPhone L520p / SwyxPhone L520s / SwyxPhone L540 as “Headset button” (see chapter 7.6, Configuration of Function Keys, page 117). If this button is pressed, the call will be forwarded to the headset output or a free line will be selected. The LED of the function key will glow. Pressing once again on the Headset button will end the connection; the LED will no longer glow.

During a call you can switch between the handset, handsfree telephone and the headset:

You are having a telephone conversation on…

The Handset Press the Speaker button The speaker will be activated. It is

The Headset Hook off You are telephoning with the

Action New Status

possible for others in the room to listen to the call

Hold down the Speaker button and replace the handset. Then

The handsfree telephone will be activated.

release the Speaker button.

Press Handset button You will then telephone using the

headset.

handset.

Press the Speaker button The speaker will be activated. It is

possible for others in the room to listen to the call

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You are having a telephone conversation on…

The Handsfree Telephone

6.8.4 Connecting an Acoustic Adapter

The use of the Acoustic Adapter has the advantage that it lets you use a headset which also supports the hook off function (e.g. the wireless SwyxIt! Headset H380). You can connect the Acoustic Adapter to the following models:

• SwyxPhone L420s

• SwyxPhone L520s

• SwyxPhone L440

• SwyxPhone L540

To connect a headset to the Acoustic Adapter, you also need a suitable adapter cable.

This is how you connect an Acoustic Adapter and a SwyxIt! Headset H380

1. Separate SwyxPhone from the power.

Headset and

Acoustic Adapter to

SwyxPhone

2. Remove the plastic cover (7) on the underside of the telephone (see Figure 2-3, page 32)

and insert the Acoustic Adapter.

3. Connect the headset base station to the Acoustic Adapter:

• Plug with the blue banderole into the jack with the Headset symbol on the Acoustic Adapter

• on the other side the narrow plug into the jack with telephone symbol

• the wide plug into the jack marked AUX on the headset base station.

4. Connect first the headset base station and then the SwyxPhone to the power.

Action New Status

Hook off You are telephoning with the

handset.

Press Handset button You will then telephone using the

headset.

6.9 Log On/Off

Logoff

“Log off” can be used to log off from SwyxServer as a SwyxPhone user. Then a different user can log on to SwyxPhone using his PIN (Personal Identification Number) and he will find his own settings on this telephone set.

This is how you log off from SwyxPhone as a user

1. Select in the main menu the item “9 > Log off” and confirm your selection with 9.

The following message will appear in the display:

Logoff 0Cancel

1OK

Log On/Off 93

2. To terminate the logoff procedure, select “0>Cancel”. If you would like to log off, select the

option “1>Confirm” and press

The following message will appear in the display:

User? PIN:_

Another user can now log on to SwyxPhone.

This is how you log on to SwyxPhone as a user

If no user is logged on to SwyxPhone you will see the following display:

User? PIN:_

1. Enter your PIN on the SwyxPhone keypad and confirm this with

Your user name will appear and your personal settings will be transferred to this telephone.

If a user is configured for automatic logon for this SwyxPhone, this user can log on again without entering a PIN by confirming the empty entry prompt with 9.

You can configure a function key with the "Logoff" function. For further information please refer to chapter 7.6, Configuration of Function Keys,page117.

6.10 Call Swap as a Substitute for Line Buttons

You can freely configure the function keys on your SwyxPhone (see also chapter 7.6, Configuration of Function Keys, page 117). Therefore, you could have only one or even no Line buttons on your SwyxPhone. However, there are always at least two lines provided with the SwyxPhone.

In this case, you telephone as usual by lifting the handset or by pressing the Speaker button. Switch to the second line by selecting the option “Call Swap” in the shortcut menu or by pressing the “Call Swap” button.

6.11 Call Intrusion

The "SwyxMonitor" option pack enables, in addition to permanent call recording (only for the administrator), intrusion into another user's conversation. A supervisor (e.g. in a call center) can listen in on an ongoing conversation ("Listening only" mode), give directions to the speaking agent (e.g. advice on presenting the case) or even actively join in the call (speaking modes).

If the SwyxMonitor option pack is used, it is essential to observe the relevant statutory provisions relating to data protection.

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Listen in on call

The "SwyxMonitor" option pack must be installed for Call Intrusion, and the SwyxWare administrator must activate this function appropriately for each individual user.

Also, calls can only be listened in on if they are made directly with SwyxIt! (and not in CTI mode). Conversations that are made via a SwyxPhone, cannot be intruded.

This is how you listen in on a call

1. Dial the number of the agent whose call you want to hear, followed by the DTMF command

*24*1#, and start the call as usual. Please note that you can only start the call set-up with the DTMF command for the "Listening only" mode. However, if another supervisor is already listening in on this call in a speaking mode, you will also be switched immediately into this mode.

The number of the agent will be dialed. There is no call signaling to the agent, the call is accepted directly and coupled with the active call. You are now listening in on the call, but you are not heard by the two call partners.

If the agent is not on an active call at the time, the call set-up is aborted. The agent's call redirections (e.g. forwarding of a second call to voicemail or to a colleague) are ignored, i.e. the call is always accepted. An exception is Unconditional Call Forwarding - in this case even Call Intrusion is redirected.

2. Choose the appropriate DTMF command to speak with the agent or both call partners.

3. End the listening like a normal call, e.g. by replacing the handset.

If the agent's call partner (e.g. the customer) terminates the conversation, you are automatically connected to the agent, unless you are in "Listening only" mode, in which case the call will be ended.

DTMF command Explanation

*24*1# Listening only.

You hear both call partners.

*24*2# Listen to both sides, speak with agent.

You hear both call partners, and the agent hears you. The other call partner (e.g. the external customer) hears only the agent.

*24*3# Listen to both sides, speak with both sides.

You can participate directly in the conversation.

6.11.1 Multiple Call Intrusions

A call can also be listened to by several people. These supervisors are always switched into the same mode. Thus if one supervisor switches with a DTMF command from the "Listening only" mode to a speaking mode, the agent also hears all other supervisors who are connected with him. The supervisors can always speak directly to one another, even if they are in "Listening only" mode. Neither the agent nor his call partner can hear them.

6.11.2 Configuration of a Speed Dial for the Call Intrusion

If you often use Call Intrusion, it is a good idea to configure a corresponding Speed Dial for the DTMF command. Then you only have to enter the agent's number and you can start Call Intrusion with the configured Speed Dial.

Call Intrusion 95

Speed Dial for Call

Intrusion

The option “Dial immediately” must be deactivated for this Speed Dial. The DTMF command then appears in the display after the Speed Dial is pressed - but the dialing is not yet started and you can enter the agent's number, or again use a Speed Dial to call.

If you have stored the agent's number on a separate Speed Dial, the "Successive dial" option must be activated there. This prevents the display being cleared with the DTMF command. For further information please refer to Successive dial, page 124.

This is how you configure a Speed Dial for Call Intrusion

1. Go in the main menu to the menu item “8 > Configuration” and confirm your selection with

The Settings menu will appear.

Configuration 1Ringing

2Call signaling = <Status> 3Lines 4Function keys 5Speed dials 6Incognito = <Status> 7Info 8Contrast 9Transfer on Hookon 0Back

2. Next, in the Configuration menu, move the cursor key to the menu item “5 > Speed dial” and

confirm your selection with 9.

“Speed dial” and “Press speed dial!” will appear in the display. To simplify the selection of a Speed Dial, the LEDs of all Speed Dials will glow:

Speed Dials Press speed dial!

3. Press the button you want.

The following will appear when you press this button:

N0x: unassigned 1Modify

0Back

In the first line of the display, you will see which Speed Dial it concerns, whether it has been assigned, and if so, with which number.

4. Use the arrow buttons to move to the menu item “Modify” and confirm your selection with 9.

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5. Once you have confirmed the option “Modify”, you have the following options:

S02:Modify 1Phone number

2Dial immediately=<Status> 3Successive dial = <Status> 4Intercom = <Status> 0Back

6. Confirm the option "Number" with 9, as you first have to enter the DTMF command as a

number.

7. You have the following options:

N0x: Number 1 Phonebook

2Enter manually 0Back

8. Select the option "Enter manually" and confirm the selection with

9. Now, instead of a number, enter the DTMF command to start Call Intrusion, *24*1#.

10. Confirm your selection with 9.

N02:*24*1# *24*1#

1Modify 0Back

You must now deactivate the option "Dial immediately" for this Speed Dial.

11. Use the arrow buttons to select the menu item “Modify” and confirm your selection with 9.

12. Use the arrow buttons to select the option "Dial immediately". In the display, you will see the

status message indicating whether the option “Dial immediately” is currently activated or deactivated for this Speed Dial.

S02:Modify 2Dial immediately=<Status>

3Successive dial = <Status> 4Intercom = <Status> 0Back 1Phone number

Disable the option by pressing

9. This will change the status shown.

Due to the fact that both SwyxPhone and SwyxIt! access the same user settings, any changes you make to the Speed Dials on SwyxPhone will always affect the settings in SwyxIt! and vice versa.

Call Intrusion 97

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7 SwyxPhone Settings

You can use the menu to adjust the default settings of SwyxPhone to meet your individual needs.

The following states can be manually configured:

• Disable Secondary Call

• Incognito (hide number)

• Call Forwarding

• Do Not Disturb (Call Forwarding Unconditional to Voicemail)

• Ring tones

• Call Signaling

•User Profile

The configurable buttons will make your work a great deal easier. You can combine frequently used functions on one button.

The following buttons can be configured for SwyxPhone:

• Function Keys

•Lines

• Speed Dials

This chapter explains the configuration of buttons and it provides a description of the available options.

7.1 User Settings

Your user settings contain user-specific information, that is settings which you have made on SwyxPhone. The user settings include, for example, all lists (Caller List and Redial List), your individual assignments for function keys, Speed Dials, Line buttons, and even ringing. Your user settings are stored on SwyxServer and, therefore, you will find your personal settings on any device when you enter your PIN (Personal Identification Number). General settings are always made in the main menu or in the Configuration menu.

The basic telephony behavior of the SwyxPhone and the number of Line buttons, Speed Dials, and function keys are defined either in the main menu or the Configuration menu. You can check and change the current settings via the menu items.

The current status is always marked with an equal sign (=) and an arrow () indicates that other configuration options exist.

This chapter provides a brief description of the individual configuration options.

7.2 Settings in the Main Menu

7. 2 . 1 F o r w a r d i ng s

The option “Forwarding” allows you to define whether telephone calls should be

• should be forwarded unconditionally or

• should be forwarded with a delay, i.e. after you have allowed the telephone on your desk to ring for a certain period of time, or

• should be forwarded if your line is busy (you are presently telephoning).

Furthermore, you can define whether incoming calls should be forwarded specifically to another subscriber or to your Standard Voicemail using the “Forwarding” button.

For further information please refer to chapter 5.15, How do I forward a call?, page 61.

Activate the option “Immediate”, if you do not wish to receive any calls starting immediately (this is equivalent to activating the “Forwarding” button on the user interface).

When you activate the option “If busy”, you must define how a call should be handled if it cannot be delivered to you because you are already on the telephone and no secondary call is permitted. You can either enter the forwarding destination directly, or make a selection from the Phonebook, or activate your Standard Voicemail. When a call is received, SwyxPhone automatically recognizes whether the line is free or busy and it applies the appropriate type of Call Forwarding. This requires, however, that the secondary call be switched off.

The “Delayed” option is used to set the amount of time which should be spent attempting to transfer the call directly to the device to which you have logged on. The call can then be forwarded to another number or to your Voicemail.

Your Voicemail can only be configured using SwyxIt!. For further information, please refer to the SwyxIt! documentation.

7.2.2 Do Not Disturb

The option “Do not disturb” is the same as Forwarding Unconditional of an incoming call to your Voicemail (see chapter 5.15.1, Call Forwarding Unconditional, page 61). If you confirm this menu item with 9, this function will be switched on or off.

7.2.3 Secondary call

If you activate this option with 9, no other calls will be displayed while you are on the telephone. It is also possible to switch Secondary Call on or off during a call. A subscriber who tries to call you will then hear either the busy signal or his call will be forwarded according to your settings under “Forward Busy”. For further information please refer to chapter 5.14, The Secondary Call,page61.

SwyxPhone Settings100

Swyx SwyxPhone L420, SwyxPhone L520, SwyxPhone L440, SwyxPhone L540 User Documentation

Specifications and Main Features

Frequently Asked Questions

User Manual

Table of Contents

Preface

1 What is meant by… ?

1.1 Subscriber

1.2 Group

1.3 Call Signaling

1.4 Status Signaling

1.5 Number ( Telephone Number)

1.6 Call permissions

1.7 Line

1.8 Trunk and Trunk Groups

1.9 User

1.10 Active Connection

1.11 Connection on Hold

1.12 Call waiting

1.13 Conference

1.14 Call Swap

1.15 Incognito

1.16 Logoff

1.17 Telephone States

1.18 LED Displays

1.19 Acoustic Signals

1.20 Call Routing

1.21 Voicemail

1.22 Remote Inquiry

1.23 CTI

1.24 Callback request

1.25 Wrap Up Time

1.26 Intercom Connection

2 Set It Up & Log On

2.1 Scope of supply

2.2 System Requirements

2.3 Connect SwyxPhone

2.4 Connecting a Key Module

2.5 Logging on to SwyxServer

3How does SwyxPhone work?

4 Basic Functions

4.1 Function Keys - Overview

4.2 Defined Function Keys

4.2.1 Numeric Keypad

4.2.2 Arrow Buttons

4.2.3 +/- Buttons

4.3 Configurable Function Keys (Default Setting)

4.3.1 Call Forwarding

4.3.2 Call transfer

4.3.3 Redial

4.3.4 Speaker

4.3.5 Lines

4.3.6 Speed Dials

4.3.7 Voicemail

4.3.8 Pickup call

4.3.9 Callback request

4.3.10 Caller List

4.3.11 Conference

4.3.12 Phonebook

5 Telephoning with SwyxPhone

5.1 How do I call a subscriber?

5.2 Other Options for Calling a Number

5.3 Other Menu Options During a Call

5.4 How do I answer a call?

5.5 How do I pick up a call?

5.6 How do I end a call?

5.7 How do I telephone with a headset?

5.8 How do I start an inquiry call?

5.9 How do I switch between several subscribers (Call Swap)?

5.10 How do I connect two subscribers to one another?

5.11 Configuring Transfer When Placing Handset on Hook

5.12 How do I transfer a call without Inquiry?

5.13 How do I directly forward a call?

5.14 The Secondary Call

5.15 How do I forward a call?

5.15.1 Call Forwarding Unconditional

5.15.2 Call Forwarding Busy

5.15.3 Call Forwarding No Reply

5.15.4 The “Forwarding” Button

5.15.5 Signaling a Forwarding