AudioCodes 420HD User manual

AudioCodes 400HD Series of High Definition IP Phones
HD VoIP 420HD IP Phone
User’s Manual
420HD IP Phone
Version 2.2.8

User's Manual Contents
Version 2.2.8 3 420HD IP Phone
Table of Contents
1Introducing the 420HD IP Phone ..............................................................................11
1.1 About AudioCodes' Series of High Definition IP Phones.................................................11
1.2 Complete Range of Phones.............................................................................................11
1.3 Cutting Edge Voice Quality & HD VoIP ...........................................................................11
2Setting up the Phone.................................................................................................13
2.1 Unpacking........................................................................................................................13
2.2 Device Description...........................................................................................................13
2.2.1 Front View..........................................................................................................................13
2.2.2 Rear View ..........................................................................................................................15
2.3 Cabling.............................................................................................................................16
2.4 Mounting the Phone.........................................................................................................17
2.4.1 Mounting the Phone on a Desk .........................................................................................17
2.4.1.1 Routing the Handset Cable ................................................................................17
2.4.2 Mounting the Phone on a Wall...........................................................................................18
3Getting Started...........................................................................................................19
3.1 LCD in Idle State..............................................................................................................19
3.1 LCD in Ongoing Call State...............................................................................................19
3.2 Default Softkeys...............................................................................................................20
3.3 Accessing Menus.............................................................................................................22
3.4 Entering Numbers, Alphabetical Letters and Symbols ....................................................23
3.5 Displayed Messages........................................................................................................25
4Customizing Your Phone..........................................................................................27
4.1 Selecting Language .........................................................................................................27
4.2 Selecting Ring Tone ........................................................................................................28
4.3 Enabling Call Waiting.......................................................................................................29
4.4 Setting Date and Time .....................................................................................................30
4.5Changing LCD Contrast Level .........................................................................................31
4.6 Setting the LCD Backlight Timeout..................................................................................32
4.7 Changing the Default Answer Device ..............................................................................33
4.8 Restarting the Phone .......................................................................................................33
4.9 Adjusting Volume.............................................................................................................34
4.9.1 Adjusting Ring Volume ......................................................................................................34
4.9.2 Adjusting Tones Volume....................................................................................................34
4.9.3 Adjusting Handset Volume ................................................................................................35
4.9.4 Adjusting Speaker Volume ................................................................................................35
4.9.5 Adjusting Headset Volume ................................................................................................35
4.10 Defining Call Forwarding .................................................................................................36
4.11 Managing Your Personal Directory..................................................................................37
4.11.1 Accessing the Directory .....................................................................................................37
4.11.2 Adding Contacts to the Personal Directory........................................................................37
4.11.3 Editing a Contact................................................................................................................38
4.11.4 Deleting a Contact .............................................................................................................39
4.11.5 Searching for a Contact .....................................................................................................39
4.12 Configuring Keys .............................................................................................................40
4.12.1 Configuring Function Keys [as Speed Dials] .....................................................................40
4.12.1.1 Editing a Function Key Configured as a Speed Dial ..........................................41
4.12.1.2 Deleting a Function Key Configured as a Speed Dial........................................41

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User's Manual 4 Document #: LTRT-11889
4.12.2 Softkeys .............................................................................................................................42
4.12.2.1 Programmable SoftKeys (PSKs) ........................................................................43
4.12.2.2 Configuring Softkeys ..........................................................................................43
4.12.3 Deleting a Configured Softkey...........................................................................................45
4.12.3.1 Configuring a Softkey as a Speed Dial...............................................................45
4.12.3.2 Configuring a Softkey as a Speed Dial + BLF....................................................45
4.12.4 Configuring a Navigation Key Position Function ...............................................................46
4.12.4.1 Removing a Configured Function.......................................................................47
5Performing Basic Operations...................................................................................49
5.1 Using Audio Devices........................................................................................................49
5.2 Making Calls ....................................................................................................................49
5.2.1 Dialing ................................................................................................................................50
5.2.2 Redialing ............................................................................................................................50
5.2.3 Dialing a Missed Call .........................................................................................................51
5.3 Answering Calls ...............................................................................................................51
5.4 Rejecting Incoming Calls .................................................................................................52
5.5 Silencing Incoming Calls..................................................................................................52
5.6 Ending an Established Call..............................................................................................52
5.7 Viewing Missed, Received and Dialed Calls....................................................................52
6Performing Advanced Operations ...........................................................................55
6.1 Answering Waiting Calls ..................................................................................................55
6.2 Placing Calls On Hold......................................................................................................55
6.3 Calling a Contact Listed in the Directory..........................................................................55
6.4 Enabling Auto Redial .......................................................................................................56
6.5 Pressing a Speed Dial Key to Make a Call ......................................................................57
6.6 Transferring Calls ............................................................................................................57
6.6.1 Performing an Attended Transfer ......................................................................................58
6.6.2 Performing a Semi-Attended Transfer...............................................................................59
6.6.3 Performing a Blind Transfer...............................................................................................60
6.7 Hosting 3‐Way Conference Calls.....................................................................................61
6.7.1 Leaving a 3-Way Conference You Set up without Disconnecting the Others ...................61
6.8 Muting Calls .....................................................................................................................61
6.9 Activating Do Not Disturb.................................................................................................62
6.10 Retrieving Voice Mail Messages......................................................................................62
6.11 Using Two Lines ..............................................................................................................63
6.11.1 Choosing an Extension Line ..............................................................................................63
6.11.2 Making a Call on an Extension Line ..................................................................................63
6.11.3 Making Two Calls on a Line...............................................................................................64
6.11.4 Making Multiple Line Calls .................................................................................................64
6.11.5 Toggling Between Multiple-Line Calls................................................................................64
6.11.6 Toggling Between Calls on the Same Line........................................................................65
6.11.7 Answering Calls .................................................................................................................65
6.11.8 Ending Calls.......................................................................................................................65
6.12 Logging into a Remote HTTP/S Server ...........................................................................66
7Troubleshooting ........................................................................................................67
ASpecific Third-Party Features...................................................................................69
A.1 BroadSoft.........................................................................................................................69
A.1.1 Monitored Lines Based on BroadSoft's BroadWorks BLF Service....................................69
A.1.2 Softkey Display and Command Menu Options..................................................................70
A.1.2.1 Presence Management ......................................................................................70

User's Manual Contents
Version 2.2.8 5 420HD IP Phone
A.1.2.2 Setting Unavailability Status...............................................................................71
A.1.2.3 Setting Availability Status ...................................................................................72
A.1.2.4 Logging Out........................................................................................................72
A.1.3 Viewing Missed Calls.........................................................................................................72
A.1.4 Configuring Do Not Disturb (DnD) .....................................................................................73
A.1.5 Configuring Automatic Forwarding ....................................................................................73
A.1.6 Configuring the 'Forward No Reply' Timeout as Number of Rings....................................73
A.1.7 Automatically Receiving an External Line .........................................................................74
A.1.8 Viewing VOICEMAIL Indications Per Line.........................................................................74
A.1.9 Listening in Capability for Call Center Supervisors ...........................................................74
A.1.10 Recording an Agent's Welcome Greeting..........................................................................75
A.2 Genesys' Contact Centers...............................................................................................76
A.2.1 Softkey Display and Command Menu Options..................................................................76
A.2.1.1 Using the Newer BroadSoft-Style ACD..............................................................77
A.2.2 Presence Management......................................................................................................78
A.2.3 Logging In ..........................................................................................................................78
A.2.4 Setting Unavailability Status ..............................................................................................79
A.2.5 Settings Availability Status.................................................................................................79
A.2.6 Logging Out .......................................................................................................................79
A.2.7 Configuring Do Not Disturb (DnD) .....................................................................................80
A.2.8 Configuring Automatic Forwarding ....................................................................................80
A.2.9 Listening in Capability for Call Center Supervisors ...........................................................80
A.2.10 Recording an Agent's Welcome Greeting..........................................................................81

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User's Manual 6 Document #: LTRT-11889
List of Figures
Figure 2-1: Front View ......................................................................................................................................14
Figure 2-2: Rear View.......................................................................................................................................15
Figure 2-3: Cabling ...........................................................................................................................................16
Figure 3-1: LCD in Idle State ............................................................................................................................19
Figure 3-2: LCD in Ongoing Call State .............................................................................................................19
Figure 3-3: Menus.............................................................................................................................................22
Figure 3-4: Alphanumerical Selection...............................................................................................................23
Figure 3-5: Selected Alphanumerical Mode (Abc)............................................................................................23
Figure 3-6: Entering a Symbol such as a Full Stop ..........................................................................................24

User's Manual Contents
Version 2.2.8 7 420HD IP Phone
List of Tables
Table 2-1: Font View Description .....................................................................................................................14
Table 2-2: Rear View Description.....................................................................................................................15
Table 3-1: LCD in Idle State .............................................................................................................................19
Table 3-2: LCD in Ongoing Call State ..............................................................................................................19
Table 3-3: Default Softkeys for all Menus.........................................................................................................20
Table 3-4: Messages Displayed on LCD Indicating Processes In Progress....................................................25
Table 4-1: Configurable Softkeys .....................................................................................................................42
Table 7-1: Troubleshooting...............................................................................................................................67
Table A-1: Broadsoft-Softkey Display States and Command Menu Options...................................................70
Table A-2: Genesys-Softkey Display States and Command Menu Options ....................................................76
Table A-3: Genesys Contact Center Phones' Newer BroadSoft-Style ACD ....................................................77

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User's Manual 8 Document #: LTRT-11889
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User's Manual Notices
Version 2.2.8 9 420HD IP Phone
Notice
This document shows how to use the AudioCodes 420HD IP Phone.
Information contained in this document is believed to be accurate and reliable at the time of printing.
However, due to ongoing product improvements and revisions, AudioCodes cannot guarantee
accuracy of printed material after the Date Published nor can it accept responsibility for errors or
omissions. Updates to this document and other documents can be viewed by registered customers at
http://www.audiocodes.com/downloads.
© Copyright 2016 AudioCodes Ltd. All rights reserved.
This document is subject to change without notice.
Date Published: Feb-29-2016
Trademarks
AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, Ipmedia, Mediant, MediaPack, What’s Inside
Matters, OSN, SmartTAP, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP, 3GX,
VocaNOM and CloudBond 365 are trademarks or registered trademarks of AudioCodes Limited
All other products or trademarks are property of their respective owners. Product specifications
are subject to change without notice.
WEEE EU Directive
Pursuant to the WEEE EU Directive, electronic and electrical waste must not be disposed of with
unsorted waste. Please contact your local recycling authority for disposal of this product.
Customer Support
Customer technical support and services are provided by AudioCodes or by an authorized
AudioCodes Service Partner. For more information on how to buy technical support for
AudioCodes products and for contact information, please visit our Web site at
www.audiocodes.com/support.
Abbreviations and Terminology
Each abbreviation, unless widely used, is spelled out in full when first used.
Documentation Feedback
AudioCodes continually strives to produce high quality documentation. If you have any comments
(suggestions or errors) regarding this document, please fill out the Documentation Feedback form
on our Web site at http://www.audiocodes.com/downloads.

420HD IP Phone
User's Manual 10 Document #: LTRT-11889
Related Documentation
Document Name
400HD Series IP Phone Release Notes
400HD Series IP Phone Administrator's Manual
420HD IP Phone Quick Guide
Document Revision Record
LTRT Description
11887 Version 2.2.2. May 2015.
11888 Version 2.2.4. August 2015.
11889 Version 2.2.8. February 2016.

User's Manual 1. Introducing the 420HD IP Phone
Version 2.2.8 11 420HD IP Phone
1 Introducing the 420HD IP Phone
AudioCodes’ 420HD IP Phone is based on AudioCodes’ High Definition voice technology,
providing clarity and a rich audio experience in Voice-over-IP (VoIP) calls. The 420HD is a
two-line, two concurrent calls per line premium model which includes a large monochrome multi-
language graphic LCD display.
The 420HD IP Phone is a fully-featured telephone that provides voice communication over an IP
network, allowing you to place and receive phone calls, put calls on hold, transfer calls, make
conference calls, etc.
Read this User’s Manual to learn how to operate this product and take advantage of its multiple
features.
1.1 About AudioCodes' Series of High Definition IP Phones
AudioCodes Series of High Definition IP Phones offers a new dimension of voice call quality and
clarity for the IP Telephony market. This new series of IP Phones further expands AudioCodes’
VoIP product offering for the service providers’ hosted services, Enterprise IP telephony and
Enterprise contact centers markets. As a natural addition to the AudioCodes Mobile Clients,
Media Gateway, Media Server & Multi-Service Business Gateway products, the AudioCodes
Series of High Definition IP Phones enable Systems Integrators and end-customers to build end-
to-end solutions that rely on AudioCodes’ technological advantage and proven track record in
providing state-of-the-art products. The AudioCodes Series of High Definition IP Phones meet a
growing demand for High Definition VoIP solutions in end-user phones and terminals, improving
the productivity and efficiency of business communications with new quality standards set by the
High Definition voice technology.
1.2 Complete Range of Phones
AudioCodes’ 400HD Series of High Definition IP Phones are well suited to the requirements of
different types of business users.
The series currently includes the following:

The 420HD phone with two lines (two concurrent calls per line) and a multi-lingual graphic
LCD display (128 X 48).

The 430HD phone with six lines (two concurrent calls per line), a graphic multi-lingual LCD
display (132 X 64), six multi-function keys, 12 programmable speed dial keys, and optional
GbE support.

The 440HD phone includes: six lines (two concurrent calls per line); a graphic multi-lingual
LCD display (132 X 64); six multi-function keys; 12 programmable function keys (for
assigning Speed Dials, Speed Dials + BLF and Multicast paging) with capability to scroll to
additional pages to configure additional keys (displayed in a dedicated integrated Side-Car
Contacts LCD screen-376 X 60) and GbE support.
All phone’s support four softkeys with the capability to scroll to additional pages to configure
additional keys. All phones support HDVoIP and are available with Power over Ethernet and/or
external power supply.
1.3 Cutting Edge Voice Quality & HD VoIP
Based on AudioCodes’ advanced, robust and field-proven VoIPerfectHD™ software,
AudioCodes’ IP Phones are designed to utilize the most popular wideband coders. Each of these
phones features enhanced proprietary capabilities, such as packet loss concealment, high quality
wideband acoustic echo canceler, and low-delay adaptive jitter buffers to enrich the HDVoIP
experience.

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User's Manual 12 Document #: LTRT-11889
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User's Manual 2. Setting up the Phone
Version 2.2.8 13 420HD IP Phone
2 Setting up the Phone
2.1 Unpacking
When unpacking, ensure that the following items are present and undamaged:
420HD IP Phone / Stand Handset / Cord
Cat 5e Ethernet Cable AC Power Adapter (Optional)
If anything appears to be missing or broken, contact the distributor from whom you purchased the
phone for assistance.
2.2 Device Description
Use the graphics below to identify and familiarize yourself with the device's hardware functions.
2.2.1 Front View
The front view of the phone is shown in Figure 2-1 and described in Table 2-1.

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User's Manual 14 Document #: LTRT-11889
Figure 2-1: Front View
Table 2-1: Font View Description
Item # Label/Name Description
1 Ring LED Flashing blue light visually indicates an incoming call.
2 LCD Liquid Crystal Display - interactive screen displaying calling information,
enabling you to set up phone features.
3 Softkeys See Section 3.2.
4 Navigation
Control /OK
Press the upper rim to scroll up menus/items in the LCD display screen.
Press its lower rim to scroll down. Press its left or right rim to move the
cursor left or right (when editing a contact number for example). Press the
OK button to select a menu/item/option.
5 VOICE MAIL Retrieves voice mail messages.
6
CONTACTS
Press to directly access the Personal directory.
7
MENU
Accesses menus (1) Call Log (2) Directory (3) Speed Dial (4) Settings (5)
Status (6) Administration.
1
2
3
4
5
6
7
8
9
12
13
14
15
11
10
16

User's Manual 2. Setting up the Phone
Version 2.2.8 15 420HD IP Phone
Item # Label/Name Description
8
REDIAL
Accesses recently dialed numbers; one can be selected to redial.
9
TRANSFER
Transfers a call.
10
HOLD
Places an active call on hold.
11
Alphanumerical
Keypad
Keys for entering numbers, letters and symbols (e.g., colons).
12
SPEAKER
Activates the speaker, allowing a hands-free conversation.
13
HEADSET
Activates a call using an external headset.
14
MUTE
Mutes a call.
15
▲
VOL
Increases or decreases the volume of the handset, headset, speaker, ring
tone and call progress tones.
VOL
▼
16 x Cancel an action, such as dialing a number, after beginning it.
2.2.2 Rear View
The rear view of the phone is shown in the figure below and described in the table below.
Figure 2-2: Rear View
Table 2-2: Rear View Description
# Label Description
Handset jack, i.e., RJ-9 port, to connect the handset.
RJ-45 port to connect to the Ethernet LAN cable for the LAN connection
(uplink - 10/100 Mbps). If you're using Power over Ethernet (PoE), power
to the phone is supplied from the Ethernet cable (draws power from either
a spare line or signal line).
RJ-45 port for connecting the phone to a PC (10/100 Mbps downlink).
12V DC power jack that connects to the AC power adapter.
Headset jack, i.e., RJ-9 port that connects to an external headset.
2
4
3
1
1
2
3
4
5
5

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User's Manual 16 Document #: LTRT-11889
2.3 Cabling
This section shows how to cable your phone.
Figure 2-3: Cabling
Action Description
Connect the short, straight end of the cord to the handset.
Connect the longer, straight end to the jack (RJ-9 port, for the handset) on the phone.
Connect the RJ-45 LAN port to your LAN network (LAN port or LAN switch/router), using a
CAT 5 / 5e Ethernet cable
Connect the RJ-45 PC port to a computer, using a CAT 5 / 5e straight-through Ethernet cable
Connect the connector tip of the AC power adapter to the phone’s power socket (labelled DC
12V). Connect the two-prong AC adapter directly to the electrical wall outlet. When the phone
powers up, all the LEDs momentarily light up
Connect the RJ-9 headset jack to a headset (optional)
Note: If the LAN to which the phone is connected supports Power over Ethernet (PoE), no AC
adapter is required; the phone receives power from the Ethernet network.
Prior to connecting power, see the Compliancy and Regulatory Information at
www.audiocodes.com/library.
1
2
3
4
5
1
2
3
4
5

User's Manual 2. Setting up the Phone
Version 2.2.8 17 420HD IP Phone
2.4 Mounting the Phone
The phone can be mounted on a:

Desk (see Section 2.4.1 below)

Wall (see Section 2.4.2 on page 18)
2.4.1 Mounting the Phone on a Desk
You can mount the phone on a desk or flat surface.
To mount the phone on a desk or flat surface:
1. Off-hook the handset (if on-hook) and place the phone upside down, i.e., base-up, on your
desktop.
2. On the phone's base, identify outer rails.
3. On the phone's stand, identify outer notches.
4. Invert the stand and align its outer notches with the base's outer rails.
5. Insert the stand's outer notches into the base's outer rails and slide the notches along the
rails until the stand click-locks into the base.
6. Revert the phone and stand it on the desktop.
2.4.1.1 Routing the Handset Cable
The phone features a groove for routing the handset cable.

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User's Manual 18 Document #: LTRT-11889
2.4.2 Mounting the Phone on a Wall
This section shows you how to mount the phone on a wall or wall plate.
To mount the phone on a wall:
1. Attach the stand of the phone for the purpose of a wall mounting:
a. Detach the base.
To detach the phone's stand, push this button
b. Attach it again as you did for a desktop mounting (see Section 2.4.1 on page 17) only
now make sure that it's flatly aligned to lie flush against the wall, i.e., slide the middle
rails of the phone stand onto the phone base's inner notches.
2. Connect the AC power adapter, LAN and PC cords.
3. In the wall, drill two horizontal holes at a distance of 3 15/16 inches (100 mm) from one
another, in line with the template.
4. Insert two masonry anchors into the holes if necessary.
5. Thread two screws (not supplied) into the two masonary anchors; ensure that the heads
extend sufficiently (about 3/16 inch or 5 mm from the wall) for the phone stand's keyhole
slots to hang on.
6. Hang the phone stand's keyhole slots on these screws.

User's Manual 3. Getting Started
Version 2.2.8 19 420HD IP Phone
3 Getting Started
The phone features an LCD, providing an intuitive, menu-driven user interface for configuring the
phone and viewing call information.
This section shows how to use the phone’s LCD.
3.1 LCD in Idle State
The figure below shows the phone’s LCD in idle state. See the table below for reference.
Figure 3-1: LCD in Idle State
Table 3-1: LCD in Idle State
Reference Description
1 Extension lines. An extension line will only be displayed after your system administrator
configures it using the Web interface. See the Administrator's Manual for details on how to
configure a line.
2 Softkeys (Directory, Missed, Forward and DnD1).
To activate a softkey, press the key below it on the device.
3 Day, Date and Time.
3.1 LCD in Ongoing Call State
Figure 3-2: LCD in Ongoing Call State
Table 3-2: LCD in Ongoing Call State
Reference Description
1 Extension lines. An extension line will only be displayed after your system administrator
configures it using the Web interface. See the Administrator's Manual for details on how to
configure a line.
2 Softkeys (Hold, Conf, New Call and End2)).
To activate a softkey, press the key below it on the device.
3 Day, Date and Tim
1The default softkeys in the idle screen (for more information, see Section 3.23.2).
2The default softkeys in the ongoing call state screen (for more information, see Section 3.23.2).
1
2
3
3
1
2

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User's Manual 20 Document #: LTRT-11889
3.2 Default Softkeys
The table below describes softkeys displayed in the LCD according to menu level currently
accessed. To activate a softkey, press the key on the phone keypad, located below the screen,
corresponding to the softkey.
Note: Softkeys can also be customized. For more information, see Section 4.12.2.
Table 3-3: Default Softkeys for all Menus
Softkey Description
Opens the phone's directory. Lets you select a contact in the Personal directory
or Corporate directory
. Displayed in idle state as well as (for example) after lifting
the handset.
Missed Displays missed calls.
Forward
Defines and activates call forwarding.
DnD
Displayed in idle state. Activates the Do not Disturb feature.
Select Selects a menu or menu option. Identical to the OK key. Either can be used.
Back Displayed for example after pressing the MENU key as well as after selecting any
of the submenu's under it. Returns you to the previous screen state or menu level.
Dial Displayed after a number is keyed, a directory contact is selected, or a logged call
is selected. Dials the phone number / directory contact / logged call.
Save
Saves settings.
Detail Displayed after a number is keyed, a directory contact is selected, or a logged call
is selected. Dials the phone number / directory contact / logged call.
Clear Displayed for example after pressing t
he first digit key of a phone number. Deletes
from right to left each time the digit or character is pressed. To delete all
digits/characters, keep pressed until all are deleted.
New Call Displayed after you dial a number and the call is answered. Also shown after you
answer a call. Opens the NEW CALL screen in which you can key a number or
URL to include in the current call.
Conf Displayed after you dial a number and the call is answered. Also shown after you
answer a call. Opens the CONFERENCE WITH screen in which you can key a
number or URL to include in the current call.
Hold
Lets you place the call on hold. Displayed when you are in an active call.
URL Displayed after lifting the handset, after selecting New Call, Conf or Trans, and
after keying the key. Lets you call a URL.
Opens the Call Log submenus. Lets you select All Calls, Missed Calls,
Received
Calls or Dialed Calls. Displayed after lifting the handset. Also displayed after New
Call or Conf is selected.
A/a/l Enables choosing letters or digits (123). The letters option can be all caps (ABC),
all small letters (abc) or first letter capitalized (Abc).
Start Displayed after pressing Forward
> selecting an extension line > selecting when to
forward. Activates call forwarding.
Cancel
Cancels the currently initiated call or configuration.