Avaya INDeX 20CC turret User manual

IP Office
20CC Turret Phone
40DHB0002UKAJ Issue 3 (04/03/2002)

Page 2 – Contents
Contents
The 20CC Turret Phone ............................................................ 3
Making Calls .............................................................................. 5
Speed Dials ............................................................................... 7
Account Codes .......................................................................... 8
Busy or Unanswered ................................................................. 9
Actions During a Call ............................................................... 10
Answering Calls ....................................................................... 11
Transfer, Park & Hold Calls ..................................................... 13
Diverting Calls.......................................................................... 15
DSS Keys ................................................................................ 17
ACD Working ........................................................................... 19
Manager-Secretary Working.................................................... 20
Manager-Secretary Setup........................................................ 21
Ringer Controls........................................................................ 23
Other Features......................................................................... 25
Phone Settings ........................................................................ 26
Voicemail ................................................................................. 27
System Features...................................................................... 30
Index ........................................................................................ 31
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

The 20CC Turret Phone – Page 3
The 20CC Turret Phone
Introduction to the 20CC Turret Phones
The diagram below shows a 20CC turret phone.
This guide is for 20CC when used on an IP Office telephone system.
The guide covers most of the features supported by the 20CC. However,
your phone may not be enabled to use all of the features available. If you
are unsure which features you can use, contact your System Administrator.
Using the SCROLL Key
Sometimes there are more options available than the phone can display.
When this happens, a -symbol appears next to the SCROLL key. Press
SCROLL to display the other options.
Similarly, the phone display changes during calls and according to your
own customisation. A -symbol next to a display key indicates an option
you can use by pressing that key. Thus this guide cannot always detail
when you would have to press the SCROLL key to access a function.
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Page 4 – Contents
Headset Usage & Answer Release
The 20CC is designed for use with headsets. Pressing the ANSWER
RELEASE key has the same effect as lifting or replacing the handset.
If the headset is connected via a Multi-Purpose Amplifier (MPA) box, the
barrier box supplied with the turret must also be used with the barrier box
connected directly to the socket marked H/SET under the turret. Use of the
barrier box protects the turret in high static environments.
Tones & Ringing
The phone uses various tones and rings to indicate events. A sample of
these appears below. You can alter the ringer volume, sound, switch it
on/off, etc. (see page 22).
Incoming Calls:
• Repeated Single Ring: Internal call.
• Repeated Double Ring: External call.
• Single Tone: Page call (see page 11).
Making Calls:
• Dial Tone: Dial number.
• Broken Dial Tone: Phone on divert or no calls (see page 15).
• Repeated Tone: Busy number (see page 9).
• Continuous Tone: Number called unobtainable.
The Phone Lamp
The phone uses its lamp (above the VIEW key) to show calls and
messages.
Fast Flashing Lamp: Call Waiting, see page 12.
Lamp On: Message, see page 11.
Repeating Double Flash: External call.
Repeating Single Flash: Internal call.
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

Making Calls – Page 5
Making Calls
Notes on Making Calls
When making calls, the display shows details about call progress. It also
shows messages if you cannot make the call.
• Call barring:
The system can bar you from dialling particular numbers or types of
number (e.g. national, international). As the call barring settings vary for
each site, this guide cannot fully detail their effect.
Making Internal Calls
During the call, the display shows the call progress. You can also make
calls using the INDeX Directory feature (see Making Calls from the INDeX
Directory below) or DSS keys (see page 17 & page 20 ).
To dial an internal call:
1. Dial the extension number. A broken dial tone indicates that the
extension is on divert.
2. If unanswered, your phone provides options to wait or notify the
extension (see page 9).
Making a Page Call
You can page other 20 series phones (2030, 2050, 20AT, 20CC and 20DT)
or groups containing 20 series phones. They hear the call without doing
anything though you cannot hear them. Some can also turn the page into a
normal call (see page 11). If the phone paged is diverting calls, the page
also diverts (except group pages).
To page an extension or group:
1. Press PAGE. Your phone displays PAGING.
2. Dial the number or press a DSS key (see page 17).
• If busy or unavailable, the display shows options to wait or leave a
message (see page 9).
3. Speak and then press ANSWER RELEASE.
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Making External Calls
The system may apply call barring to some or all external numbers. You
can bar your phone by wrong passcode entry (see page 26).
To dial an external call:
1. Dial the external number. There is no need to dial a Prefix for an
external call unless your System Administrator has specified otherwise.
• If the phone displays •ACCOUNT then you need to enter an account
code before dialling the external number, see page 8.
2. If "NO ACCOUNT CODE" appears, see page 8.
Redialling External Numbers
You can redial any of the last 10 external numbers dialled
To redial the last external number used:
1. Press REDIAL until the number required appears and then press
•CALL.
• To remove a number from the redial memory press •DELETE.
Making Calls from the INDeX Directory
Your phone can display an index of telephone extension names from which
you can select and make calls.
To make a call using the INDeX:
1. Press INDeX for an internal call or SPEED DIAL and then INDeX for
an external number.
2. Press the key matching the 1st letter of the name you want. For example,
to display names beginning with L, press the JKL key 3 times.
• To move through the names beginning with L, press the -keys on
the right and left of the current name.
• To skip forward 10 names, press SKIP.
• To select another letter, press a letter key.
3. To dial the name/number shown, press CALL, otherwise to exit the
INDeX, press ANSWER RELEASE.
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

Speed Dials – Page 7
Speed Dials
Using Speed Dials
The system can store external numbers as speed dials.
• System speed dials:Ask your System Administrator for a list. Note that
call barring may still apply.
• Personal speed dials:Your phone can also store up to 10 speed dials
for your own use (see below).
• Short Code Speed Dials:Additional speed dials may be available as
short codes, ask your System Administrator for a list.
To dial a speed dial:
1. Press SPEED DIAL.
• To select a personal speed dial : Press OWN and dial the
personal speed dial store number (0 to 9) or press the matching
DSS key (the DSS keys match personal speed dials 1 to 8 (1 at the
top)).
• To select a system speed dial by number : Press SYSTEM and
dial the store number (100 to 999).
• If "ENTER ACCOUNT" appears, see page 8.
2. Continue as for a normal call.
Storing Personal Speed Dials
To store a personal speed dial:
1. Press PROGRAM and then SPEED DIAL.
2. Enter the phone's passcode (see page 26).
3. The display shows 0-9 OR DSS KEY. Press the number (0to 9) or DSS
key under which you want to store the speed dial.
• DSS key 1 matches personal speed dial number 1, DSS key 2
matches personal speed dial number 2, etc.
4. The display shows the current stored number (if set). Press DELETE
and dial the number.
5. When finished, press DONE.
6. Select another store or press PROGRAM to finish.
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Account Codes
If ENTER ACCOUNT or NO ACCOUNT Appears
If ENTER ACCOUNT or NO ACCOUNT appears when making a call, then
you must enter an account code to continue. The system checks this
against its list of codes before allowing the call. You must also do this
before making a call if your phone displays •ACCOUNT.
To enter an account code at any time during a call, see page 8.
To enter a forced account code:
1. Dial the account code. If you make a mistake, press DELETE to delete
the last digit entered.
2. When you have entered the full code, press DONE.
3. If the system does not recognise the code it displays REENTER
ACCOUNT. Repeat the entry or end the call.
4. If the code is recognised, your call can continue.
Adding Voluntary Account Codes
You can enter an account code during any external call. The system will
record the call on its call log, including the account code. The system
checks the code against its list of valid codes (ask your System
Administrator for a copy).
To enter a voluntary account code:
1. During the call, press ACCOUNT.
2. Enter an account code. If you make a mistake, press DELETE to
delete the last digit entered.
3. When you have entered the full code, press DONE.
4. If the system does not recognise the code, the phone displays RE-
ENTER ACCOUNT.
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

Busy or Unanswered – Page 9
Busy or Unanswered
Options If Busy or Unanswered
If your phone displays NUMBER BUSY when you call another extension,
pressing SCROLL reveals a number of options you can use. Note that the
busy extension may have settings to forward your call to another extension
or to voice mail. The default time before this happens is 15 seconds.
• •CALLBACK
Arranges a callback that rings your phone when the extension called
becomes free or is next used.
• •VMAIL
If the system has voice mail installed, connects you to the extensions
mailbox to leave a message.
• •MESSAGE:
Lights the lamp of the extension called. It also stores your number as a
message to reply.
• •CAMP_ON:
Though displayed this option is not currently supported.
Arrange a Callback
If the extension you call is busy or just rings, you can set a callback. When
that extension becomes free or is next used, your phone rings. If you
answer, the other extension rings.
After setting a callback you can make other calls, it will not take place while
you are busy. You can only arrange one callback at any time.
The Ringer Timeout sets how long a callback rings your extension before it
cancels (see page 24).
To arrange a Callback:
1. When NUMBER BUSY appears, press SCROLL and then
CALLBACK (the option does not appear if you already have a
callback set).
2. The system ends your call attempt and your phone shows
CALLBACK.
To cancel the Callback:
1. Press CALLBACK. You can do this even whilst the callback is taking
place and your phone is ringing.
Leave a Message
You can leave your extension number as a message for someone to call
you (see page 11). If their extension has a message lamp, it lights.
To leave a message:
1. When NUMBER BUSY appears, press SCROLL and then press
MESSAGE.
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Page 10 – Contents
Actions During a Call
Changing the Call Volume
You can change the caller volume during a call. The phone has separate
volume levels for both the speaker and the handset.
To change the call volume:
1. During a call, press VOLUME. To change volume without making a
call just press ANSWER RELEASE first.
2. A slider appears. Adjusts this using the -keys on its left (softer) and
right (louder).
3. When finished, press DONE.
Muting Calls
Using mute you can stop the caller from hearing you though you can still
hear them.
To switch mute on/off:
1. Press MUTE. The -symbol disappears from the display whilst a call is
muted..
Software Release
Occasionally you may need to talk to someone for support about your
phone or phone system. It may be useful to tell that person what software
your phone system uses.
To display the software release:
1. During a call, press PROGRAM, the phone displays the software
installed on your system. To do this without making a call, just press
ANSWER RELEASE first.
2. Press SCROLL to return to the normal display.
Create a Conference Call
During a call, you can add callers to create a conference of up to 64 calls in
total. This option is not supported on all systems.
To start or add to a conference:
1. Press HOLD to hold your current call (or conference).
2. Call the new person that you want in the conference.
3. If answered, ask if they wish to join a conference; if "yes" press
CONFER, if "no" press HOLD.
4. If unanswered, press HOLD to retrieve to the first call.
To exit the conference:
1. Press ANSWER RELEASE.
To park all the conference parties:
1. Press PARK (see page 14). This option is not available to the
extension that created the conference.
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

Answering Calls – Page 11
Answering Calls
Answering Normal Calls
When calls arrive, the display shows information about the call before you
answer. It gives a repeated double flash for external calls or a repeated
single flash for internal calls. The ringer also shows the call type by a
repeated single or double ring if on (see page 23).
To answer the call:
1. Press ANSWER RELEASE.
Answering a Page Call
When someone pages your phone (see page 5) or a group to which it
belongs (your phone does not have to be in group), the system connects
the page after giving a tone. You can hear the page but they cannot hear
you. The display shows PAGING and the pager's number. If you answer a
page it turns into a normal call.
To answer a page:
1. Press ANSWER/RELEASE.
Answering a Message
Other extensions can leave their number on your phone (see page 9). Your
phone can store several messages. It shows CALL FOR MESSAGE, the
caller's number and the lamp comes on. The exceptions are:
• If "Message From Voice Mail" appears, this indicates voice mail (see
page 27).
To answer or cancel a message:
1. To view any other message, press NEXT if shown.
2. To call the extension, press CALL.
3. To clear the message, press CANCEL.
4. At the last message, press AGAIN to repeat the list.
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Answering Other Extensions - Call Pickup
Your extension can store a pickup group number. If an extension in your
pickup group rings, then the PICKUP option appears. You can also
pickup calls using DSS (see page 17) or Soft DSS keys (see page 20).
To pick up any ringing phone:
1. This option is available via a short code, contact your System
Administrator.
To pick up calls in your pickup group:
1. Press PICKUP to show the longest ringing call.
2. To pick up the call shown, press VIEW.
3. To cancel the pickup display, press ANSWER RELEASE.
To set the phone's pickup group:
1. Press PROGRAM and then SCROLL. Press PICKUP.
2. Enter the phone's passcode (see page 26).
3. The display shows the current pickup group (if set).
4. Press CANCEL and enter a new pickup group number.
5. Press PROGRAM to finish.
You can also use the system's short codes for call pick-up. These are :
*30 to answer a call ringing anywhere.•
•
•
*31 to answer a call within your group.
*32*201# to answer the call for ringing a particular extension, in this
example 201.
Answering a Call Waiting
If your phone has call waiting in use, then when someone else calls you
during a call, the display will flip between details of your current call and the
waiting caller. Your phones lamp will also flash and you will hear a call
waiting tone every six seconds.
To turn call waiting on use the code *15; to turn it off use *16.
To answer a call waiting:
1. Either end your current call and press ANSWER RELEASE or press
HOLD to hold your current call.
2. The waiting call rings your phone.
3. Press HOLD to switch between the current call and held call.
Answering Missed Calls
A digit on the display such as 9indicates the number of unanswered calls
that have rung your phone. Pressing the display key next to the number
allows you to see the caller's number and either CALL or DELETE the
entry.
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Transfer, Park & Hold Calls – Page 13
Transfer, Park & Hold Calls
Transferring Calls
You can transfer a call to an extension that is ringing or giving busy tone. If
the call waits unanswered for too long, it may recall to your extension.
To transfer a call using hold:
1. Press HOLD to hold your current call.
2. Dial the extension to which you want to transfer the call.
• Announced transfer:Wait to be answered. If okay to transfer, press
ANSWER RELEASE. If not okay to transfer or unanswered, press
HOLD.
• Unannounced transfer:Press ANSWER RELEASE immediately
(even if you hear ringing or busy tone).
To transfer a call using dial ahead:
1. Dial the number of the other extension.
2. If the display shows FREE, press ANSWER RELEASE to transfer,
otherwise press CANCEL.
To transfer an external call using park:
1. Press PARK to park the current call. The parked call is displayed as
your extension number followed by a zero, eg. 2200. If you now
parked another call it would display as your extension number followed
by a one, eg. 2201 and so on.
2. Note the number displayed and at another extension dial *38*N#when N
is the number displayed for the parked call on your phone, eg.
*38*2200#.
Holding Calls
You can put a call on hold during which the caller will hear music on hold is
installed on your system. Note that a held call will re-ring at your extension
after a short period (either the systems 15 second default or your phone's
ringer timeout setting, see "Setting the Ringer Timeout" on page 24)
To hold a call:
1. Press HOLD. Do not press ANSWER RELEASE now as that will end
the call.
2. Retrieve the call by pressing HOLD again or make another call (enquiry
call) and then press HOLD to switch between the current and held call.
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Page 14 – Contents
Parking Calls (Park and Ride)
You can retrieve parked calls at any other extension on the system. Your
phone displays calls you parked by a flashing -symbol next to the line
number. You can park several calls simultaneously.
To park an external call:
1. During the call, press PARK. The parked call is displayed as your
extension number followed by a zero, eg. 2200. If you now parked
another call it would display as your extension number followed by a
one, eg. 2201 and so on.
To unpark calls parked at your extension:
1. Press the display key next to the flashing -symbol.
To unpark a call at another extension:
1. Note the number displayed and at another extension dial *38*N#when N
is the number displayed for the parked call on your phone, eg.
*38*2200#.
Dialling Ahead
On incoming call you can display the status of another extension without
interrupting your call.
To dial ahead during a call:
1. Dial the number that you want to check.
2. The extension's status appears on the right-hand display; FREE, BUSY
or NU (Number Unobtainable).
3. Press CANCEL.
If the extension displayed is free:
1. For an unannounced transfer, press ANSWER RELEASE.
2. To make an enquiry, press HOLD. This holds your current caller and
rings the dial ahead extension.
3. If unanswered, press HOLD to retrieve your first call.
4. If answered, either press ANSWER RELEASE to transfer your call or
press HOLD again to switch between calls.
You can set your phone to always automatically hold your current call and
ring the dial ahead number if it is free rather than display FREE.
To select show free or ring if free:
1. Press PROGRAM and then SCROLL. Press CALLFREE.
2. Enter the phone's passcode (see page 26).
3. To change the current setting, press CHANGE.
4. Press DONE and then press PROGRAM to finish.
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

Diverting Calls – Page 15
Diverting Calls
Setting the Divert Number
Note that whilst the phone appears to allow the storing of separate divert
numbers for different situations, only two divert numbers are stored. A
number can be set for diverting All and a separate number can be set for
diverting On Busy and No Ans.
To set a divert number:
1. Press PROGRAM and then DIVERT.
2. Enter your phone's passcode (see "The Phone Passcode" on page 26).
3. Select the type required, as described above.
4. The display shows the current diversion number (if set).
5. Press CANCEL and then dial the new number.
6. Press DONE and select another divert if required.
7. Press PROGRAM to finish.
You can also use the system call forwarding short codes to set the divert
number and the type of divert action in use.
To switch forward all calls on dial *01, to switch it off dial *02.•
•
•
•
To switch forward on busy on dial *03, to switch it off dial *04.
To switch forward on no answer on dial *05, to switch it off dial *06. Note
that forward on no answer does not work if you also have voicemail.
To set the number to which your calls are fowarded dial *07*201#,
forwarding to 201 in this example.
Switching Divert All On/Off
Pressing LOG ON/OFF switches Divert All on or off. When on, all your calls
go to the Divert All number. That extension can call you and transfer calls
back. Switching LOG ON/OFF on cancel group or no calls.
To switch divert all on/off:
1. Press LOG ON/OFF. When on, a -appears above the key. You also
hear broken dial tone if you press ANSWER RELEASE but you can still
make calls.
Switching No Calls On/Off
Pressing WRAP-UP switches it on or off. When on, if you press ANSWER
RELEASE you will hear a broken dial, but you can still make calls.
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Page 16 – Contents
Displaying an Absence Message
You can select an absence message to display on your phone. The
absence message then also displays on suitable display phones that call
you even if they are then diverted to another extension or voicemail.
To select an absence message:
1. Press PROGRAM and then ABSENT.
2. Enter the phone's passcode (see page 26).
3. Press CHANGE to select a message (or CLEAR to cancel an
existing message). For just personal text, select CUSTOM. Then press
DONE.
4. PERSONAL TEXT? appears. To have no personal text, press NONE.
To add some text press EDIT.
• To add personal text press the key with the letter or number you want
to add and then press ROTATE to go through the letters and
numbers associated with that key.
• Use the and keys at either end of the text you input to move left
or right. When completed press DONE.
5. When complete, press SET then PROGRAM to finish.
To clear an absence message:
1. Press PROGRAM and then ABSENT.
2. Enter the phone's passcode (see page 26).
3. Press CLEAR to cancel the existing message then PROGRAM to
finish.
Follow Me
You can re-route your calls to another extension. Note that, if you do not
answer calls at the temporary extension, they are forwarded to your own
voicemail or call forwarding number.
• to re-route your calls to the extension you are temporarily using:
*12*N#(N being your own extension number)
• to re-direct the calls back to your own extension from the temporary
extension:
*13*N#(N being your own extension number).
• from your own extension re-route calls to a temporary extension:
*14*N#(N being the temporary extension number)
• to cancel either feature from your own extension:
*14*#
Remote Forwarding
Forward allows you to remotely set your phone to divert.
To set a forward:
1. Press PROGRAM and then FORWARD.
2. The display shows FORWARD FROM ?. Enter the phone from which to
forward calls and press DONE.
3. Enter that phone's passcode (see page 26).
4. The display shows FORWARD TO ? and the phone's current Divert All
number (if set).
5. To change the forward, press CANCEL and enter the new number for
diverting all calls.
6. Press DONE and then press PROGRAM to finish.
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DSS Keys – Page 17
DSS Keys
Setting Up a DSS Key
The 20CC has eight DSS keys along its right-hand edge. Each of these
keys can store an extension number (or group number for paging). They
then allow you to dial those numbers in a single key press.
You can also use DSS keys to dial your personal speed dial numbers (see
page 7).
To set a DSS/BLF key directory number:
1. Press PROGRAM and then the DSS key to use.
2. Enter the phone's passcode (see page 26).
3. The display shows the current stored number (if set).
4. Press CANCEL and dial the number to store.
5. Select another DSS key and enter the required details.
6. Press DONE then PROGRAM to finish.
Using DSS Keys
Once setup, you can use the DSS key for the following actions. You can
also use DSS keys to dial personal speed dial numbers (see page 7).
To make internal calls:
Press the DSS key storing the extension or group number.
To pickup calls:
Press the DSS key storing the ringing number (this will be giving a fast red
flashing for an extension or fast green flash for a group), the call details are
shown. Press ANSWER RELEASE to answer the call.
To make a page call:
Press PAGE and then the DSS key storing the extension or group
number.
BLF Status Lamps
The DSS keys on the 20CC incorporate dual-colour BLF lamps. These
show the status of the number stored under the DSS key.
Red BLF Lamp Signals:Calls to/from other extensions.
• Fast Flash: Extension ringing.
• Solid: Extension or line busy.
Green BLF Lamp Signals:
• Fast Flash: Calls to a group.
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Page 18 – Contents
DSS Key Label
Next to the DSS keys is a label. You can remove the label cover to write on
the card below. You can also remove the label cover under the handset
using the same method (it has a single pin hole on the bottom edge).
To remove the label cover:
1. Insert a fine but not sharp point (e.g. end of a paper-clip) into one pin
hole. Squeeze the label to the right.
2. Repeat with the other pin hole.
3. Lift the label cover clear and remove the card insert.
To replace the label cover:
1. Replace the card insert.
2. Slide the tabs on the right-hand edge of the label cover into their slots.
3. Bow the label cover to slip the tabs on the left-hand edge of the label
cover into their slots.
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)

ACD Working – Page 19
ACD Working
Introduction
As an ACD agent, you have a log on number. Once logged on to a 20CC
you can receive call for your group.
The ACD records information about calls and agents. It displays this on
Supervisor PC's, wallboards and reports.
Logging On
When logging on, you may be asked to enter your turret's passcode (see
page 26).
To Log on:
1. Press LOG ON/OFF.
2. Press INDEX and enter the first letter of your name.
3. Press SKIP until you see you name.
4. Press SELECT.
Logging Off
Logging off stops you receiving ACD calls. To log off press LOG
ON/OFF.
Busy Not Available
This is used to temporarily stop receiving ACD group calls when you are
away from your desk for breaks, lunch, etc. To enter this mode:
1. Press the BUSY N/A button.
2. The -symbol above the key flashes. Anyone who tries to call you will
hear the busy tone.
3. To return to receiving ACD calls again press the key below the flashing
-symbol.
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Page 20 – Contents
Manager-Secretary Working
Using Soft DSS Keys
The system supports a range of functions for users who work together, i.e.
regularly call and transfer calls between each other. This is called
"Manager-Secretary working".
Soft DSS displays the name of another extension. The adjacent display key
allows you to make calls to that extension plus other features. The display
key's -symbol acts as a busy lamp to show the extension's status.
Soft DSS has two modes. In half-line mode you can set 4 Soft DSS keys. In
full-line mode you can only set 2 keys but these can display more details
and functions.
Soft DSS Key Display
In full-line mode, the display also shows when an extension is on LOG
ON/OFF or WRAP-UP. Note however that this display is only updated
when you call the extension.
Set to No Calls, no divert all set.
Set to No Calls, diverting to 204.
Set to Divert All, diverting to 204.
Making Calls
The -symbol next to the Soft DSS extension name is solid when busy,
flashes when ringing and not shown if free.
To make a call using a Soft DSS key:
1. Press the display key next to the extension name. The Soft DSS usage
setting of your phone and the phone called determine what type of call
occurs (see page 22).
2. If the extension is busy, the phone displays the same options as for
normal calls (see page 9).
IP Office - 20CC Turret Phone 40DHB0002UKAJ Issue 3 (04/03/2002)