Aastra ITE Agent User manual

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ITE Agent Phone User Guide
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2nd Edition (May 23, 2005)
© Copyright 2005 Aastra Intecom Inc. All rights reserved.
Information in this manual may change with product revisions. Aastra Intecom may add
features or enhancements to the product(s) and/or program(s) described in this manual at
any time.
Technical Publications freezes the information in this manual based on the specified
software and hardware releases. Publications writers incorporate such changes into newly
released publication editions. Publications writers will incorporate any modifications
provided to them after the publication release date into the next scheduled release of
the publication.
Aastra Intecom furnishes the application described in this manual under a license
agreement and customers may use or copy information in the manuals only in accordance
with the terms of the agreement.
Contact Information
Address any reader comments to:
Aastra Intecom
Customer Information Group Manager, M/S 1N
2811 Internet Boulevard
Frisco, TX 75034-1851
You may also send email to [email protected]
What to Expect when Contacting Company
Technical Publications will email responses to customers within seven business days of
the contact. Note that product support is not available through this email address. For
product support, contact the Aastra Intecom Customer Service Center (CSC) at 1-800-
729-1872. Aastra Intecom may use or distribute review comments and information
without incurring obligation.
Trademarks and Acknowledgements
Product registered trademarks and copyrights of the products included in this publication
include Pointspan®, Centergy®, Centergy Remote®, Centergy Reporting®, and
Centergy 5® as registered trademarks of Aastra Intecom Inc.
Product trademarks and copyrights of the products included in this publication include
Nexspan™, Unified Communication Platform™, Integrated Conference Manager™, and
Movacs™ as trademarks of Aastra Intecom Inc.
This publication identifies all other products or services mentioned herein by the
trademarks, service marks, or product names designated by the companies that market
those products. The companies producing these trademarks and registered trademarks
control ownership of them. Make all inquiries concerning such trademarks directly to
those companies.

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Revision History
The following represents the revision history of this publication:
Revision
Number Date Completed Point of Contact Description
002 05.23.2005 Aastra Intecom Inc. Re-brand for Aastra.
001 06.15.2003 EADS TELECOM
North America -
Technical Publications
Initial release of this
publication.

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Aastra - 2539-002 v
Table of Contents
2nd Edition (May 23, 2005)................................................................................................iii
Contact Information...........................................................................................................iii
What to Expect when Contacting Company......................................................................iii
Trademarks and Acknowledgements.................................................................................iii
Revision History................................................................................................................iv
About This Publication........................................................................................................xiii
Audience..........................................................................................................................xiii
Publication Organization .................................................................................................xiii
Conventions Used In This Publication ............................................................................xiii
Chapter 1 Basic Information..................................................................................................1
ITE Agent Phone Description.............................................................................................1
Things to remember when using the ITE Agent Phone ...............................................1
ITE Agent Phone Diagram..................................................................................................2
Special Button Description.................................................................................................2
Feature Button Lamps..................................................................................................3
Ring Types..........................................................................................................................3
System Tones...................................................................................................................... 3
System Voice Prompts........................................................................................................4
Place a Call .........................................................................................................................5
Place an Internal Call ...................................................................................................5
Place an External Call ..................................................................................................5
Dial with Abbreviated Dial .......................................................................................... 6
Dial with Auto Dial......................................................................................................6
Dial with Redial ...........................................................................................................6
Answer a Call......................................................................................................................6
End a Call............................................................................................................................6
Chapter 2 Phone Settings........................................................................................................7

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Mute.................................................................................................................................... 7
Use the Mute Button ....................................................................................................7
Display Contrast .................................................................................................................7
Headset Volume..................................................................................................................8
Set the Headset Volume...............................................................................................8
Ringer Volume and Tone....................................................................................................8
Set the Ringer Volume.................................................................................................8
Set the Ringer Tone...................................................................................................... 9
Chapter 3 Features................................................................................................................11
Abbreviated Dial...............................................................................................................11
Store or Change an Abbreviated Dial Number...........................................................11
Dial an Abbreviated Dial Number..............................................................................12
Display Stored Abbreviated Dial Numbers................................................................12
Answer/Release ................................................................................................................12
Use Answer Release...................................................................................................13
Auto Dial...........................................................................................................................13
Store or Change an Auto Dial Number ......................................................................13
Use Auto Dial............................................................................................................. 14
Display an Auto Dial Number.................................................................................... 14
Busy Override...................................................................................................................15
Override a Busy Extension.........................................................................................15
Buzz/Status .......................................................................................................................16
Placing a Buzz Call to a Status User..........................................................................16
Answering a Buzz Call from a Status User................................................................ 17
Placing a Status Call to a Buzz User..........................................................................17
Answer a Call from a Buzz User................................................................................ 17
Callback - Busy/No Answer (Internal Calls)....................................................................18
Place a Callback on a Busy Extension .......................................................................18
Use Automatic Callback.............................................................................................19

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Returning a Callback.................................................................................................. 19
Return a Selected Callback When You Have More Than One ..................................20
Display a Callback .....................................................................................................20
Call Forward.....................................................................................................................20
Set Up Call Forward...................................................................................................21
Cancel Call Forward...................................................................................................21
Call Mark..........................................................................................................................22
Marking a Call............................................................................................................ 22
Call Park ...........................................................................................................................22
Park a Call..................................................................................................................23
Pick Up a Parked Call from Any Phone.....................................................................23
Call Pickup........................................................................................................................23
Pick up a Call as Member of a Call Pickup Group.....................................................24
Pick up a Call by Dialing the Extension Number.......................................................24
Call Waiting......................................................................................................................25
Call Waiting Types..................................................................................................... 25
Call Waiting Tones..................................................................................................... 25
Accept a Call Waiting with Call Hold........................................................................26
Alternate Between Calls (Call Hold)..........................................................................26
Return to the Party on Hold (Call Hold) ....................................................................27
Accept a Call Waiting (Normal Hold)........................................................................27
Alternate Between Calls (Normal Hold)....................................................................28
Return to the Party on Hold (Normal Hold)............................................................... 28
Cancel ...............................................................................................................................28
Use Cancel..................................................................................................................28
Conference........................................................................................................................28
Conference up to Seven Parties..................................................................................29
Return to the Conference if a Dialed Number is Busy or Unanswered......................30
Place a Conference Call on Hold ...............................................................................30

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Rejoin a Conference Call on Hold .............................................................................30
Data Calls..........................................................................................................................31
Use Data Features....................................................................................................... 31
Display Feature.................................................................................................................32
Use the Display Feature .............................................................................................32
Do Not Disturb..................................................................................................................33
Activate Do Not Disturb.............................................................................................33
Cancel Do Not Disturb...............................................................................................33
Event Timer ......................................................................................................................33
Use the Event Timer...................................................................................................33
Group Listen.....................................................................................................................34
Add Group Listen Parties to a Conference.................................................................34
Rejoin the Conference - Internal Line Busy...............................................................35
Rejoin the Conference - External Line Busy..............................................................35
Hands-Free Auto-Answer.................................................................................................36
Activate Hands-Free Auto-Answer............................................................................36
Deactivate Hands-Free Auto-Answer ........................................................................36
Answer a Call with Hands-Free Auto-Answer........................................................... 37
End a Call with Hands-Free Auto-Answer.................................................................37
Hold ..................................................................................................................................37
Call Hold Type..................................................................................................................38
Place a Call on Hold...................................................................................................38
Retrieve a Call on Hold..............................................................................................38
Alternate between Calls..............................................................................................38
Normal Hold Type............................................................................................................39
Place a Call on Hold...................................................................................................39
Retrieve a Call on Hold..............................................................................................39
Hotline Conference...........................................................................................................39
Initiate a Hotline Conference Call..............................................................................40

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Accept a Hotline Conference Call..............................................................................40
Hotline ..............................................................................................................................40
Use Hotline.................................................................................................................40
Intercom............................................................................................................................41
Place an Intercom Call ...............................................................................................41
Answer an Intercom Call............................................................................................ 42
Meet-Me Conference........................................................................................................42
Enter a Meet-Me Conference .....................................................................................43
Leave a Meet-Me Conference.................................................................................... 43
Lock and Unlock a Meet-Me Conference..................................................................43
Accept a Call Waiting During a Meet-Me Conference..............................................43
Transfer an Outside Call to a Meet-Me Conference ..................................................44
Privacy Release.................................................................................................................44
Use Privacy Release...................................................................................................45
Cancel Privacy Release..............................................................................................45
Queue for External Lines..................................................................................................45
Use Callback Queuing................................................................................................46
Receive an Automatic Callback.................................................................................46
Cancel the Callback....................................................................................................47
Use Online Queuing...................................................................................................47
Redial................................................................................................................................47
Place a Call................................................................................................................. 47
Transfer.............................................................................................................................48
Transfer a Call............................................................................................................ 48
Rejoin the Original Party if the Destination is Busy or Unanswered.........................49
Voice Mail ........................................................................................................................49
Access Voice Mail with Automatic Sign-On.............................................................49
Retrieve a Voice mail from another Phone or Outside Location ...............................49
Chapter 4 ACD Features......................................................................................................51

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ACD Sign On....................................................................................................................51
Off Line Lamp Status.................................................................................................51
Sign On State..............................................................................................................52
Automatic Sign On..................................................................................................... 52
Manual Sign On with Agent ID Number ...................................................................52
Manual Sign On with Agent ID Number and Password ............................................53
ACD Sign Off...................................................................................................................54
Sign Off......................................................................................................................54
Agent Statistics.................................................................................................................54
View Agent Statistics.................................................................................................54
Phone Display for Current Agent Statistics: ..............................................................55
Auto Answer on ACD Line ..............................................................................................55
Ring Time...................................................................................................................55
Calls In Queue Display.....................................................................................................56
Force .................................................................................................................................56
Activate Force ............................................................................................................ 56
Cancel Force............................................................................................................... 57
Night Service ....................................................................................................................57
Activate Night Service ............................................................................................... 57
Cancel Night Service..................................................................................................57
Overflow...........................................................................................................................58
Activate Overflow Manually......................................................................................58
Cancel Overflow ........................................................................................................58
Reroute..............................................................................................................................58
Use Reroute................................................................................................................ 58
Cancel Reroute while Activating ...............................................................................59
Send to Me........................................................................................................................59
Use Send to Me ..........................................................................................................59
Cancel Send to Me .....................................................................................................60