Avaya 9504 User manual

Issue 10a - (16 January 2015)
9500 Series User Guide
IP Office™ Platform 9.1

9500 Series User Guide Page 2
Issue 10a (16 January 2015)IP Office™ Platform 9.1
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Downloading Documentation
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Contents
Contents
Introduction1. ..................................................................... 111.1 Important Safety Information
..................................................................... 121.2 9504 Telephone
..................................................................... 131.3 9508 Telephone
..................................................................... 141.4 Button Modules
..................................................................... 151.5 Phone Keys
..................................................................... 171.6 Status Letters
..................................................................... 171.7 The Phone Stand
Making Calls2. ..................................................................... 202.1 En-Bloc Dialing
..................................................................... 212.2 Call Soft Key Options
..................................................................... 222.3 Calling from the Contacts List
..................................................................... 222.4 Calling from the Call Log/History
..................................................................... 232.5 Redialling a Previous Number
..................................................................... 232.6 Making a Page Call
..................................................................... 232.7 Withholding Your Number
..................................................................... 242.8 Adjusting the Call Volume
..................................................................... 242.9 Muting a Call
..................................................................... 242.10 Ending Calls
Answering Calls3. ..................................................................... 273.1 Diverting a Call to Voicemail
..................................................................... 273.2 Ignoring an Incoming Call
..................................................................... 273.3 Answering a Page Call
..................................................................... 283.4 Using Call Pickup
Redialling4. ..................................................................... 304.1 Open Call Log Mode
..................................................................... 304.2 Last Dialed Mode
..................................................................... 304.3 Selecting Your Redial Mode
Holding and Parking Calls5. ..................................................................... 335.1 Holding Calls
............................................................................ 335.1.1 Holding a Call
............................................................................ 335.1.2 Taking a Call Off Hold
............................................................................ 345.1.3 Switching Between Calls
............................................................................ 345.1.4 Transferring a Held Call
..................................................................... 355.2 Parking Calls
............................................................................ 355.2.1 Parking Calls Using the Menu
............................................................................ 355.2.2 Unparking Calls (Status Menu)
............................................................................ 365.2.3 Park & Page
Transferring Calls6. ..................................................................... 406.1 Transferring to Voicemail
..................................................................... 416.2 Transferring a Held Call
..................................................................... 416.3 Transferring a Call to Your Mobile
Account Codes7. ..................................................................... 447.1 Forced Account Code Entry
..................................................................... 447.2 Manual Account Code Entry
Conference Calls8. ..................................................................... 468.1 Starting a Conference
..................................................................... 468.2 Adding a Call to a Conference
..................................................................... 468.3 Viewing Conference Details
..................................................................... 478.4 Dropping/Muting Parties
..................................................................... 478.5 Holding a Conference Call
..................................................................... 488.6 Context Sensitive Conferencing
Headset/Handsfree Operation9. ..................................................................... 509.1 Headset Operation
............................................................................ 519.1.1 Headset Volume
............................................................................ 519.1.2 Default Handsfree Audio Path
............................................................................ 519.1.3 Automatic Gain Control
............................................................................ 529.1.4 Using Wireless Headsets
..................................................................... 539.2 Handsfree Speaker Operation
............................................................................ 549.2.1 Speaker Volume
............................................................................ 549.2.2 Default Handsfree Audio Path
............................................................................ 549.2.3 Automatic Gain Control
Contacts/Directory10. ..................................................................... 5610.1 Managing External Contacts
..................................................................... 5710.2 Viewing Contacts Details
..................................................................... 5810.3 Making a Call from the Directory
..................................................................... 5810.4 Using the Directory for Other Functions
..................................................................... 5910.5 Adding a New Contact
..................................................................... 5910.6 Adding a Contact from the Call Log/History
..................................................................... 6010.7 Editing a Contact
..................................................................... 6010.8 Deleting a Contact
Call History11. ..................................................................... 6311.1 Accessing the Call Log/History
..................................................................... 6311.2 Making a Call
..................................................................... 6411.3 Viewing Call Details
..................................................................... 6511.4 Deleting a Record
..................................................................... 6511.5 Deleting All Records
..................................................................... 6511.6 Adding a Record to Your Contacts
Voicemail12. ..................................................................... 6812.1 Message Waiting Indication
..................................................................... 6912.2 Visual Voice
..................................................................... 6912.3 Checking Messages
..................................................................... 7012.4 Sending a Message
..................................................................... 7012.5 Email Mode
..................................................................... 7112.6 Mailbox Greeting
..................................................................... 7212.7 Mailbox Name
..................................................................... 7212.8 Changing Your Voicemail Code
..................................................................... 7312.9 Switching Voicemail On/Off
..................................................................... 7312.10 Transferring to Voicemail
..................................................................... 7312.11 Sending a Call to Voicemail
Logging In/Out13. ..................................................................... 7713.1 Logging In
............................................................................ 7713.1.1 Logging In on a Phone Already in Use
............................................................................ 7713.1.2 Logging In on a Not Logged In Phone
..................................................................... 7813.2 Logging Out
..................................................................... 7813.3 Locking the Phone
..................................................................... 7913.4 Auto Lock
..................................................................... 7913.5 Unlocking the Phone
..................................................................... 7913.6 Changing Your Security PIN
Redirecting Calls14. ..................................................................... 8314.1 Follow Me
............................................................................ 8414.1.1 Follow Me To (Features Menu)
............................................................................ 8414.1.2 Follow Me (Status Menu)

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............................................................................ 8414.1.3 Follow Me Here (Features Menu)
..................................................................... 8514.2 Forwarding Calls
............................................................................ 8714.2.1 Forward Unconditional (Status Menu)
............................................................................ 8714.2.2 Forward Unconditional (Features Menu)
............................................................................ 88
14.2.3 Forward On Busy/No Answer (Features
Menu)
............................................................................ 8814.2.4 Forward On No Answer (Status Menu)
............................................................................ 8914.2.5 Forward On Busy (Status Menu)
..................................................................... 9014.3 Do Not Disturb
............................................................................ 9114.3.1 DND On/Off (Features Menu)
............................................................................ 9114.3.2 DND Off (Status Menu)
............................................................................ 9114.3.3 Do Not Disturb Exceptions
..................................................................... 9214.4 Twinning
............................................................................ 9214.4.1 Mobile Twinning Control
............................................................................ 9314.4.2 Transferring a Call to Your Mobile
............................................................................ 9314.4.3 Reclaiming a Twinned Call
............................................................................ 9314.4.4 Switching Twinning Off
Groups15. ..................................................................... 9715.1 Group Membership
............................................................................ 9715.1.1 Group Membership On/Off (Status Menu)
............................................................................ 9715.1.2 Group Membership On/Off (Features Menu)
..................................................................... 9815.2 Group Service Status and Fallback
............................................................................ 99
15.2.1 Changing the Group Service Status
(Features Menu)
............................................................................ 99
15.2.2 Changing the Group Service Status (Status
Menu)
............................................................................ 10015.2.3 Changing the Fallback Destinations
Button Features16. ..................................................................... 10216.1 Editing Your Programmable Buttons
..................................................................... 10216.2 Features
............................................................................ 10316.2.1 Abbreviated Dial
............................................................................ 10316.2.2 Absence Text
............................................................................ 10316.2.3 Account Code
............................................................................ 10316.2.4 Auto Answer
............................................................................ 10316.2.5 Call Forward All
............................................................................ 10316.2.6 Call Park
............................................................................ 10316.2.7 Call Park to Other
............................................................................ 10316.2.8 Call Pickup
............................................................................ 10316.2.9 Call Pickup Any
............................................................................ 10316.2.10 Conf Meet Me
............................................................................ 10316.2.11 Drop Call
............................................................................ 10416.2.12 Flash Hook
............................................................................ 10416.2.13 Group BLF
............................................................................ 10416.2.14 Page
............................................................................ 10416.2.15 Park and Page
............................................................................ 10416.2.16 Ringer Off
............................................................................ 10416.2.17 Self Administer
............................................................................ 10416.2.18 Send All Calls
............................................................................ 10416.2.19 Suppress Digits
............................................................................ 10416.2.20 Timer
............................................................................ 10416.2.21 Twinning
............................................................................ 10416.2.22 User BLF
Phone Settings17. ..................................................................... 10917.1 Mobile Twinning
..................................................................... 10917.2 Withhold Number
..................................................................... 10917.3 Redial Mode
..................................................................... 11017.4 En-Bloc Dialing
..................................................................... 11117.5 Auto Lock
..................................................................... 11117.6 Ringer Controls
............................................................................ 11217.6.1 Disabling the Ringer
............................................................................ 11317.6.2 Visual Alerting
............................................................................ 11317.6.3 Coverage Ring
............................................................................ 11317.6.4 Ring Sound
............................................................................ 11417.6.5 Ringer Volume
............................................................................ 11417.6.6 Internal Auto Answer
............................................................................ 11417.6.7 Audible Alerting
..................................................................... 11517.7 Display Controls
............................................................................ 11517.7.1 Display Brightness
............................................................................ 11517.7.2 Display Contrast
............................................................................ 11617.7.3 Last Call Duration Display
............................................................................ 11617.7.4 Half/Full Width Display
............................................................................ 11617.7.5 Call Timer Display
............................................................................ 11617.7.6 Display Language
............................................................................ 11717.7.7 Auto Display Waiting Call
............................................................................ 11817.7.8 Inactivity Timer (Auto Return)
............................................................................ 11817.7.9 A-Menu Auto Exit
..................................................................... 11917.8 Volume and Sound
............................................................................ 11917.8.1 Button Clicks
............................................................................ 11917.8.2 Error Tones
............................................................................ 11917.8.3 Ringer Volume
............................................................................ 12017.8.4 Handset Volume
............................................................................ 12017.8.5 Headset Volume
............................................................................ 12017.8.6 Speaker Volume
............................................................................ 12017.8.7 Automatic Gain Control
............................................................................ 12017.8.8 Default Handsfree Audio Path
..................................................................... 12117.9 Viewing Information
Status Menu18. ..................................................................... 12418.1 Do Not Disturb
..................................................................... 12418.2 Follow Me To
..................................................................... 12518.3 Follow Me Here
..................................................................... 12518.4 Forward On Busy
..................................................................... 12618.5 Forward On No Answer
..................................................................... 12618.6 Forward Unconditional
..................................................................... 12618.7 Forwarded Here
..................................................................... 12718.8 Group Membership
..................................................................... 12718.9 Group Service Status
..................................................................... 12718.10 Mobile Twinning
..................................................................... 12818.11 Parked Calls
..................................................................... 12818.12 System Alarms
Short Codes19.
System Administration20. ..................................................................... 13420.1 Checking the System Information
..................................................................... 13420.2 Setting the Date
..................................................................... 13520.3 Checking the Time Server Status
..................................................................... 13620.4 Setting the Time
..................................................................... 13620.5 Setting the Time Offset
..................................................................... 13720.6 Shutting Down the System
..................................................................... 13820.7 Managing Memory Cards
..................................................................... 13920.8 Reporting System Alarms
Menus21. ..................................................................... 14221.1 Features Menu

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Contents
..................................................................... 14321.2 Status Menu
..................................................................... 14421.3 A Menu ..................................................................... 14421.4 Menu Access Control
Glossary22. ..................................................................... 14822.1 Abbreviated Ring
..................................................................... 14822.2 Appearance Button
..................................................................... 14822.3 Attention Ring
..................................................................... 14822.4 Auto Hold
..................................................................... 14822.5 Bridged Appearance Button
..................................................................... 14822.6 Call Appearance Button
..................................................................... 14822.7 Call Coverage Button
..................................................................... 14822.8 Coverage Ring
..................................................................... 14822.9 Do Not Disturb
..................................................................... 14922.10 Do Not Disturb Exceptions
..................................................................... 14922.11 Follow Me
..................................................................... 14922.12 Follow Me Here
..................................................................... 14922.13 Follow Me To
..................................................................... 14922.14 Forward on Busy
..................................................................... 14922.15 Forward on No Answer
..................................................................... 14922.16 Forward Unconditional
..................................................................... 15022.17 Group ..................................................................... 15022.18 Idle Line Preference
..................................................................... 15022.19 Internal Twinning
..................................................................... 15022.20 Line Appearance Button
..................................................................... 15022.21 Logged Out
..................................................................... 15022.22 Missed Call
..................................................................... 15022.23 Missed Group Call
..................................................................... 15022.24 Login Code
..................................................................... 15122.25 Mobile Twinning
..................................................................... 15122.26 Park Call
..................................................................... 15122.27 Park Slot Number
..................................................................... 15122.28 Ringing Line Preference
..................................................................... 15122.29 Short Codes
..................................................................... 15122.30 Small Community Network
..................................................................... 15122.31 System Administrator
..................................................................... 15122.32 System Phone User
..................................................................... 15122.33 Twinning
Document History23. ...............................................................................155Index

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Introduction
Chapter 1.

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Introduction:
1. Introduction
This guide is for 9500 Series telephones supported an Avaya IP Office telephone system running in IP Office Essential
Edition, Preferred Edition, Advanced Edition or Server Edition mode.
·9500 Series Telephones
The 9504 and 9508 phones are supported on IP Office systems only. They are physically and functionally the same
as their 9400 Series equivalents but are not supported on other Avaya telephone systems.
·Unsupported Features
The 9500 Series phones are supported on a number of Avaya telephone systems and support different features
depending on the telephone system. This guide covers only the features supported on an Avaya IP Office
telephone system.
1.1 Important Safety Information
!Warning: This handset may pick up small metal objects such as metal pins or staples.
·During a power surge, EFT (Electronically Fast Transients), or ESD (Electrostatic Discharge), calls may be dropped.
After a power surge, EFT or ESD, it is normal for the phone to restart.
·Using a cell phone, mobile phone, GSM phone or two-way radio in close proximity to an Avaya telephone might
cause interference.
·The phone should not be connected directly to the outdoor telecommunication network.
Note for Australian installations only:
Installations of the 9408/9508 terminal with an 1151 PSU and BM12 must be restricted to the same building as the host
Gateway. That is, the 9408/9508 – if installed with an 1151 PSU and BM12 – cannot be connected in a campus
environment where the 9408/9508 terminal is installed in a building separate from the building housing the Gateway.
This application cannot be used with exposed (out-of-building) wiring.
For installations in which the 9408/9508 is used without the 1151 PSU and BM12, campus connections are acceptable:
the 9408/9508 can be located in a separate building in these cases.
This restriction applies to Australian installations only.

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1.2 9504 Telephone
The IP Office supports the 9504 telephone.
9400 Series and 9500 Series phones are physically and functionally identical. However, 9500 Series phones are only
supported on IP Office systems whereas 9400 Series phones are also supported on other Avaya telephone systems. This
guide only covers use of phones on an IP Office system.
This phone supports 12 programmable call appearance/feature buttons. The labels for these buttons are visible on the
main display and can be controlled by the adjacent buttons.
Functions can be assigned to the phone's feature buttons by your system administrator or by yourself using self-
administration. Note how you cannot replace features assigned to buttons by your system administrator but you can
replace other features. Note also that there are features that the system administrator can assign that are not available
for you to assign. This guide includes only the features that are available for you to assign if required.

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Introduction: 9504 Telephone
1.3 9508 Telephone
The IP Office supports the 9508 telephone.
9400 Series and 9500 Series phones are physically and functionally identical. However, 9500 Series phones are only
supported on IP Office systems whereas 9400 Series phones are also supported on other Avaya telephone systems. This
guide only covers use of phones on an IP Office system.
This phone supports 24 programmable call appearance/feature buttons. The labels for these buttons are visible on the
main display and can be controlled by the adjacent buttons.
Functions can be assigned to the phone's feature buttons by your system administrator or by yourself using self-
administration. Note how you cannot replace features assigned to buttons by your system administrator but you can
replace other features. Note also that there are features that the system administrator can assign that are not available
for you to assign. This guide includes only the features that are available for you to assign if required.

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1.4 Button Modules
The addition of a button module allows the phone to support additional programmable buttons.
·Do not connect or disconnect a button module yourself. Your system administrator will arrange this if necessary.
Failure to connect and restart the equipment in the correct order may cause the phone and or the button module
to function incorrectly.
9508 Phones
These phones support BM12 button modules. Each button module provides the phone with an additional 24 buttons (2
pages of 12) which can be used as appearance buttons and or feature buttons .
Up to three button modules can be attached to each phone. However the number of button modules supported by the
telephone system may be limited by the total number of button modules attached to other phones on the telephone
system.
9504 Phones
These phones do not support any additional button modules.
Note for Australian installations only:
Installations of the 9408/9508 terminal with an 1151 PSU and BM12 must be restricted to the same building as the host
Gateway. That is, the 9408/9508 – if installed with an 1151 PSU and BM12 – cannot be connected in a campus
environment where the 9408/9508 terminal is installed in a building separate from the building housing the Gateway.
This application cannot be used with exposed (out-of-building) wiring.
For installations in which the 9408/9508 is used without the 1151 PSU and BM12, campus connections are acceptable:
the 9408/9508 can be located in a separate building in these cases.
This restriction applies to Australian installations only.
148 102

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Introduction: Button Modules
1.5 Phone Keys
The following keys are found on the phone:
Key
Description
Soft Keys - The keys below the display have variable functions. When the key is active, its function is
indicated by the text label above it.
Message - This key is used to access your voicemail system. By default this uses a series of menus on
your phone's display.
Navigation Keys - Press the up and down arrow keys to scroll through lists. In some menus, you
can also use the left and right arrow keys to enter and exit different levels of the menu. A menu
option that accesses a sub-menu is indicated by the ... dots (ellipsis) icon after its name.
OK - The OK key normally matches the function offered by the leftmost soft key below the screen.
PHONE - This key is used to exit any menu you are in and return to the appearance buttons menu.
During a call it can also be used to toggle the options displayed on the appearance menu.
MENU - This key is used to access a menu for phone settings and information.
CONTACTS - This key is used to display the various directories (personal and shared) of names and
telephone numbers to which you have access.
CALL LOG / HISTORY - This key displays a record of your most recent calls (answered, missed,
and outgoing). The button is illuminated when you have new missed calls.
VOLUME - Press + plus or – minus on the Volume key to adjust the volume of the incoming call.
Separate volumes can be adjusted for the ringer, handset, headset, and speaker.
HEADSET - This key is used to answer and end calls using a headset connected to the phone's
headset socket. The button is lit when you are connected to a call using the headset.
MUTE - This key can be used to mute your speech to the currently connected call. The button is lit
while mute is active.
SPEAKER - This key is used to answer and end calls using the phone's handsfree speaker and
microphone. The button is lit when you are connected to a call handsfree.
FORWARD - This button provides direct access to the forwarding menu options.
or
These keys have two roles:
·Appearance Keys - These buttons represent calls that you can make or receive.
·Feature Buttons - Those keys not configured as appearance keys can be used for other functions.
·On touch screen phones, these buttons are replaced by their text labels on the screen.
·The CONFERENCE, DROP, HOLD, REDIAL and TRANSFER keys found on other Avaya phones are presented as
soft key functions relative to the current call.
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Issue 10a (16 January 2015)IP Office™ Platform 9.1
Introduction: Phone Keys
1.6 Status Letters
When your own extension name is shown on the second line of the display, for example when the phone is idle, the name
may be followed by a series of letters. These letters are used to indicate your current status.
·B = Barred
A Bis shown on your phone's display when the system administrator has prohibited you from making outgoing
calls. You will only be able to make internal calls when your status is set to Barred.
·D = Diverting (Forwarding) Calls
A Dis shown after your extension name on the phone's idle display when you have 'forward unconditional'
enabled.
·G = Group Member (In Group)
A Gis shown after your extension name on the phone's idle display when you have been configured as a member
of a hunt group and your membership is enabled. With this status active, you may receive calls targeted to the
hunt group.
·N = No Calls (Do Not Disturb)
An Nis shown after your extension name on the phone's idle display when you have 'do not disturb' enabled.
·O= Out of Service
When a group is set to night service mode, all members of that group retain an 'out of service' status indicated by
an Oon the idle display. Calls are diverted to the group's fallback, if set. Otherwise, the calls are sent to voicemail
(if available).
·R = Resilience
An Ris shown after your extension name on the phone's idle display to indicate that your phone is working in
resilience mode. This is used when there may have been a problem with the telephone system to which your
phone was registered and another system is currently providing support for your phone. In this mode, some
features may not be available and calls may be routed differently.
·S = System Alarm
If you are configured as a system administrator , an Sin the phone's display indicates a system alarm .
·T = Twinned
A Tis shown after your extension name on the phone's idle display if it is internally twinned with your phone. Calls
to you will alert on both phones and can be answered by you at either phone.
1.7 The Phone Stand
The phones all include a stand that clips to the base of the phone. The stand allows the phone to be used in either of two
different angles.
When changing the position of the stand, be sure to check that the stand has locked into the chosen position. A small
plastic peg is located just under the phone's handset. This peg can be reversed to more securely anchor the handset
when the stand places the phone in an upright position.
The stand cannot be flipped to another position except by removing it to change the position. The angle of the display is
not adjustable on these phones.
Other Stands
If the phone needs to be used in a situation other than on a desk, for example wall-mounted, a number of other stand
designs are available from Avaya. Contact your system administrator.
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Making Calls
Chapter 2.

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2. Making Calls
If you are not already on a call, then you can just dial the number. The first available appearance button will be used for
the call. Alternatively, you can press a specific appearance button in order to make a call using that button.
If the number you dial matches a user or group on the telephone system, the directory name of the user or group is
shown and the call starts altering the target.
If the call is to a user, and they do not answer, you can set a callback by pressing CallBack and then ending the call by
pressing Drop. When a callback is set, the next time a user uses their phone or ends their current call, the system will
call you and when you answer, automatically make another call to the user.
2.1 En-Bloc Dialing
By default, when you start dialing a number on your phone, the phone immediately connects to the telephone system
and starts passing the digits you dial to the phone system. You cannot correct the digits you have already dialed except
by ending the call and starting over. Also, if you pause dialing for too long the phone system may think that you have
finished dialing and will attempt to connect the call using only the digits you had dialed up to that point.
En-bloc dialing allows you to compose and edit the number to dial on your phone's display before it is sent to the phone
system to be dialed.
Through the phone's menus you can select whether you want to use traditional or en-bloc dialing when making calls. Your
chosen setting is then applied whenever you use a phone that supports en-bloc dialing.
Dialing a Number Using En-Bloc Mode
1.With no connected call on the phone, start dialing. Do not lift the handset or select headset or speaker before
dialing.
2.You can use the left arrow key or the Bksp key to delete the previous digit dialed if you need to correct the
number or press Clear to erase the whole number.
3.When you have completed the number, you can select how you want to make the call:
·Lift the handset to make a call using the handset.
·Press the Call soft key or OK button to start the call using the phone's default handsfree audio path
(speaker or headset). You can also press one of your idle call appearance buttons to make the call using that
appearance.
·Press the Headset button to start the call on a headset connected to your phone.
·Press the Speaker button to start the call on your phone's handsfree speaker.
Enabling/Disabling En-Bloc Dialing
You can enable or disable your en-bloc dialing setting through the phone's Features menu.
1.Press the Features soft key if shown. To do this during a call, press the PHONE key and then press the
Features soft key.
2.Use the up and down arrow keys to highlight Call Settings. Press Select.
4.Use the up and down arrow keys to highlight En-Bloc Dial.
5.Use Change button to select On or Off.
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