Avaya IP OFFICE 2420 User manual

MICHIGAN STATE UNIVERSITY
Telecommunication Systems
Avaya
Campus
PBX
Avaya 2420
User Guide

MICHIGAN STATE UNIVERSITY
Avaya 2420 Telephone User Guide
Michigan State University
Telecommunication Systems
W110 Public Safety
East Lansing, MI 48824-1219
Phone [phone] • Fax [phone]
Email [email protected]
Website www.telecom.msu.edu
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April 2009

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Table of Contents
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TheHomeScreen......................................................................................................................................6
CallAppearanceandCallIdentificationDisplays......................................................................................7
DialingInstructions...................................................................................................................................7
StatusIcons...............................................................................................................................................8
Answer,Place,andEndaCall...................................................................................................................9
Redial........................................................................................................................................................9
Speakerphone...........................................................................................................................................9
Hold.........................................................................................................................................................10
Transfer...................................................................................................................................................11
Conference..............................................................................................................................................11
SpeedDial...............................................................................................................................................11
WorkingintheSpeedDialScreen...........................................................................................................12
AbbreviatedDialing.................................................................................................................................16
Options....................................................................................................................................................16
CallLog....................................................................................................................................................19
TheCallLogSummaryScreen.................................................................................................................19
WorkingintheCallLogScreens..............................................................................................................20
Message..................................................................................................................................................21
SendAllCalls...........................................................................................................................................22
CallForwardingAllCalls
..........................................................................................................................22
CallPark...................................................................................................................................................23
CallPickup...............................................................................................................................................23
‐‐ACDAgentInstructions‐‐....................................................................................................................24
AgentLogin.............................................................................................................................................24
AgentLogout...........................................................................................................................................24
DisplayFeatures..................................................................................................................................25
‐‐ACDSupervisorInstructions‐‐.............................................................................................................25
ActivatingServiceObserving...................................................................................................................25

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AddingaSkillorChangingaSkillPriority................................................................................................27
RemovinganAgentfromaSkillAssignment..........................................................................................28
RecordingAnnouncements.....................................................................................................................28
BridgedAppearance................................................................................................................................29
Directory.................................................................................................................................................30
DialIntercom...........................................................................................................................................30
LabelAction.............................................................................................................................................30
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Telephone Components
1) Call appearance/feature buttons — For accessing incoming/outgoing lines and programmed
features. An underscore indicates the currently selected call appearance.
2) Display — This area shows status for the call appearances, information for a call, information
provided by the Avaya call server, and the Home, Speed Dial, Call Log, and Options screens.
3) Softkeys — These keys allow you to perform specific functions. The functions available and
the corresponding softkey labels change according to the screen displayed. To initially view
softkey labels, press any softkey.
4) Exit button — Pressing this button returns you to the Home screen.
5) Arrow keys — Depending on the current screen display, you can use these keys to
move between screen pages, to cycle through Call Log and Speed Dial entries, and to move the
cursor during data entry.
6) Message lamp — This lamp is lit when a message has arrived in your voice mailbox. When
you set this lamp to Visual Ring, it flashes to alert you to incoming calls. You can retrieve
messages using .

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7) Dialpad — Standard 12-button pad for dialing telephone numbers.
8) Speaker button — For accessing the built-in two-way speakerphone. The light
associated with this button turns on when the speakerphone is active.
9) Headset button — For activating a headset connected to the 2410 headset jack. The
light associated with this button turns on when the headset is active.
10) Mute button — For turning off the microphone (handset, headset, or speaker).
When the Mute feature is active, the associated light turns on and the person at the other end of
the call cannot hear you.
11) Volume control buttons — For adjusting speaker, handset, headset, or ringer volume
depending on which component is in use.
12) Call handling buttons — For call handling activities.
The Home Screen
The Home screen, which consists of three pages, displays the available call appearance/feature
buttons, caller ID information, the current date and time, softkeys, and information provided by
MSU Telecom Systems.
In general, you use the Home screen to perform standard call handling. Eight call
appearance/feature buttons are displayed on each page of the Home screen.
If you program your telephone to log unanswered, incoming calls, the counter displaying this
number of new calls appears below the date and time. Every time you access the Call Log
Summary screen to view the information in the call log, the counter is reset to 0.

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To view the softkey labels, press any one of the softkeys. You must press one of the softkeys to
access the softkey features (that is, Speed Dial, Call Log, Options, and Labels.)
To Press
Move to the next or other
Home screen page or
Return to Page 1 of the Home
screen at any time
Access the Speed Dial screen The SpDial softkey
Access the Call Log Summary
screen The Log softkey
Access the Options screen The Option softkey
Access the Label Action screen The Label softkey
Call Appearance and Call Identification Displays
Your telephone has eight call appearance/feature buttons per screen page. Beginning with the
first button in the upper left corner of the telephone and going down, the display identifies the
buttons in the left column. These buttons are considered call appearance/feature buttons 1
through 4. On the display, these buttons are identified by default labels a, b, c, d, etc., where a
represents call appearance/feature button 1. The buttons in the right column run from 5 through
8.
When you receive or make calls, the available call identification information is displayed where
the date and time appear when the telephone is idle. For example, when you dial an extension,
that number is shown and then replaced by the called party’s name and extension. The call
identification information associated with an extension is provided by the call processing system.
When a call is received from another extension, the caller’s name is shown; when a call is
received from outside, the calling number (if available), “OUTSIDE CALL,” or a trunk identifier
is shown.
One call appearance is usually underlined. When a call arrives at the telephone, the ringing icon
blinks on the corresponding call appearance. After you answer the call, the active call icon is
displayed.
Dialing Instructions

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To dial a/an: Dial:
Campus number The last 5-digits of the number.
Local number “8” plus the 7-digit number.
Domestic long distance number “8” plus “1” plus the area code plus the 7-digit number.
International long distance number “8” plus “011” plus the number.
Toll free number “8” plus “1” plus 800/866/877/888 plus the 7-digit
number.
Emergency “911”.
University Operator “0”.
Status Icons
The icons displayed on the call appearance/feature buttons of your telephone are explained in the
following table.
Icon Definition
Ringing An incoming call is waiting to be answered.
Active The call you are currently handling. If you have a
bridged call appearance on your telephone, this icon will
appear when that appearance is active.
On hold A call currently on hold.
On soft hold A call put on hold during a transfer or conference.

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Feature activeFeature on side of the display currently is active.
Answer, Place, and End a Call
Toansweranincomingcall:
1. When a call arrives at your telephone, you hear a ringing tone and a blinking bell icon
appears on the associated call appearance. In addition, call identification information is
displayed.
If you are not active on another call, answer the call using your handset, headset, or
speakerphone.
If you are active on a call already, place the active call on hold, and then answer the
incoming call.
If the call appearance for the ringing call is not displayed on the current Home screen
page, use the Arrow keys to switch between the pages. Use the Exit
button to return to the Home screen. When you locate the call appearance for the ringing
call, press the corresponding call appearance button.
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Tomakeacallmanually:
1. Go off hook using the handset, headset, or speaker.
2. When you hear dial tone, enter the extension or telephone number using the dialpad.
Note: If you are calling an off-campus number, be sure to dial “8” first to access an
outside line.
Redial
Toredialthelastnumberthatyoudialed:
1. Press the Redial button.
Speakerphone

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Tomakeoransweracallwithoutliftingthehandset,ortousethespeakerphonewithany
feature:
1. Press the Speaker button.
2. Make or answer the call, or access the selected feature.
3. Adjust speakerphone volume if necessary.
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Tochangefromtheheadsettothespeakerphone:
1. Press the Speaker button.
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Tochangefromthehandsettothespeakerphone:
1. Press the Speaker button.
2. Hang up the handset.
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Tochangefromthespeakertothehandset:
1. Pick up the handset and talk.
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Toendaspeakerphonecall:
1. Press the Speaker button again.
Hold
Toputacallonhold:
1. Press the Hold button.
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Toreturntotheheldcall:
1. Press the call appearance button of the held call.

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Transfer
Totransferthecurrentcalltoanotherextension:
1. While on a call, press the Transfer button. The current call is placed on hold.
2. When you hear dial tone, dial the number to which the call is to be transferred.
3. When it rings on the other end, press the Transfer button again. Or, when the
party answers, announce the call, explain that you are transferring a call, and then hang
up.
4. If the line is busy or if there is no answer, press the Drop button. Then, you can
return to the held call by pressing its call appearance button. This procedure can be used
if voicemail answers the transferred call. Repeat the transfer and hang up after the first
ring.
Conference
Toaddanotherpartytoacall:
1. While on a call, Press the Conference button. The current call is placed on hold.
2. When you hear dial tone, dial the number of the person you want to add to the call.
3. Wait for an answer. Explain that you are setting up a conference call.
4. To add the person to the call, press the Conference button again. The parties in
the conference are now able to talk to each other.
5. Repeat Steps 1 through 4 for each additional conference party.
6. To be included in the conference call, press the Conference button.
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Toaddaheldcalltoanactivecall:
1. Press the Conference button.
2. When you hear dial tone, press the call appearance button corresponding to the held call.
3. Press the Conference button again.
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Toremovethelastpersonaddedtotheconferencecall:
1. Press the Drop button.
Speed Dial

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Using the Speed Dial screen, you can store up to 100 speed dial entries in the personal directory
of your telephone. You can access this screen by pressing the SpDial softkey at the Home
screen. (You may have to press any one of the softkeys to display the softkey labels.)
When you have created a speed dial list, the Speed Dial screen displays the saved entries in
alphabetical order. A single page displays six entries. You can make a call directly from this
screen by pressing the button associated with a displayed entry.
The figure below shows a sample Speed Dial screen.
In addition to placing calls from the Speed Dial screen, you can add entries, delete entries, and
make changes to saved entries in your personal speed dial list using the softkeys displayed at the
bottom of the screen.
Working in the Speed Dial Screen
To Press
Place a call to a displayed entry
and return to the current Home
screen
The button associated with the entry
Scroll through pages of speed
dial entries
Use the index feature to locate
a specific entry quickly
Press keys 2 through 9 to locate entries beginning
with the letters that correspond to these keys. For
example, press 3 to locate the first entry that begins
with the letter “D.”

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Add an entry to the speed dial
list The Add softkey
Change information stored in
the speed dial list The Edit softkey
Delete an entry from the speed
dial list The Delete softkey
Return to the Home screen in
which you were working
previously
The Done softkey
Return to the Home screen at any time
Toaddspeeddialentriestoyourpersonaldirectory:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the SpDial softkey.
3. Press the Add softkey.
4. Using the dialpad, enter the name for your speed dial entry. You can enter up to 13
characters.
Note: Keep in mind that each time you press a key on the dialpad, the alphabetic
character associated with the key is shown on the screen display. In some cases, you may
need to press the same key repeatedly to select other alphabetic characters. For example,
to enter “Jack:”
oPress 5for “J.” This first letter is automatically entered as an uppercase letter. All
of the following characters in the word appear in lowercase.
oPress 2for “a.” Then, press the Right Arrow key to advance the cursor.
oPress 2three consecutive times for “c.”
oPress 5twice for “k.”
Note that you must use the Right Arrow key if the next character you want to enter
uses the same key as the character you just entered (for example, the characters “a” and
“c” are both entered using the 2key).

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5. When you are finished entering a name, press the feature button to the left of the Number
field to advance to that field.
6. Using the dialpad, enter the telephone number for this speed dial entry. You can enter
numbers up to 20 characters long, including special characters.
Note: It is important that you observe the following conventions as you enter speed dial
numbers:
oYou must include the code required to access an outside line (for example, “8”)
for external telephone numbers.
oYou can use the Pause softkey to insert a 1.5-second pause. It is often useful to
include a pause (or series of pauses) in beeper/pager numbers to allow a paging
system enough time to answer.
oYou can use the Hyphen softkey to insert hyphens between segments of a
telephone number (for example, “9-732-555-1212”). The hyphen may make the
number easier for you to read but does not affect dialing.
7. When you are finished entering the telephone number, do one of the following:
To save your entries and return to the Speed Dial screen, press the Save softkey.
To continue without saving your entries, press the Cancel softkey.
To return to the Home screen without saving your entries, press the Exit button.
8. Repeat Steps 3 through 7 to add more entries.
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TomakeacalltoapersonaldirectoryentryusingtheSpeedDialfeature:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the SpDial softkey.
3. Press the button next to the entry you want to call. (If the entry you want is not displayed
on the current page, use the Arrow keys to cycle through the entries.)
oThe telephone dials the number for you.
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Toeditstoredspeeddialentries:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the SpDial softkey.

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3. Press the Edit softkey.
Note: You can use the Arrow keys or the index feature to locate the entry you
want to edit.
4. Press the feature button corresponding to the entry you want to edit.
5. Using the dialpad, edit the name for your speed dial entry. You can enter up to 13
characters.
6. When you are finished editing the name, press the feature button to the left of the
Number field. Otherwise, go to Step 7.
7. Using the dialpad, edit the telephone number for this speed dial entry. You can enter
numbers up to 20 characters long, including special characters.
8. When you are finished making changes, do one of the following:
To save your entries and return to the Edit screen, press the Save softkey.
To return to the Edit screen without saving your entries, press the Cancel softkey.
To return to the Home screen without saving your entries, press the Exit button.
9. Repeat Steps 3 through 7 to edit more entries.
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Todeletestoredspeeddialentries:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the SpDial softkey.
3. Press the Delete softkey.
4. Press the feature button corresponding to the entry you want to delete.
Note: If the entry you want to delete is not displayed on the current screen page, use the
Arrow keys to cycle through the speed dial list. You can also use the index
feature to move to the page containing the entry.
oThe DELETE this entry? prompt is displayed.
5. Do one of the following:
To delete the selected entry, press the Yes softkey.
To return to the Delete screen without deleting the entry, press the Cancel softkey.
To return to the Home screen without deleting the entry, press the Exit button.

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6. Repeat Steps 3 through 4 to delete more entries.
Abbreviated Dialing
Allows you to store internal and external telephone numbers for quick, one button dialing.
ToprogramorreprogramanADbutton:
1. Dial the AD Program access code *0.
2. Press the call appearance button next to the button to be programmed.
3. Dial the telephone number you want to store (including 8 + 1 + area code when
necessary).
4. Press #.
5. Wait for confirmation tone.
6. If you want to program another button, repeat Steps 1 through 4.
7. To end programming, hang up.
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TocallanumberusinganADbutton
1. Press the AD button to automatically dial the stored number.
Options
The Options screen allows you to personalize your options such as ring pattern, contrast control,
call log setup and visual ringing.
A sample Options screen is shown in the figure below.
To Press

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Select an option The associated button
Return to the Home screen in
which you were working
previously
The Done softkey
Return to the Home screen at any time
Toselectapersonalizedringingpattern:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the Option softkey.
3. Press the Ring Options feature button.
4. Press the Ring Pattern feature button.
5. Use the Arrow keys or the dialpad to cycle through all eight ringing patterns.
Note: To listen to a specific ring pattern, press the Play softkey for a selected ring pattern
number.
6. Do one of the following:
If you want to save the ringing pattern that you have just selected, press the Save softkey.
You will hear a confirmation tone, and you are returned to the Options screen.
If you want to return to the Options screen without changing the ring pattern, press the
Cancel softkey.
If you want to return to the Home screen without changing the ring pattern, press the
Exit button.
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Toselectacontrastlevel:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the Option softkey.
3. Press the Contrast feature button.
4. Use the Arrow keys to adjust the level of contrast.
5. Do one of the following:

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To return to the Options screen, press the Done softkey.
To return to the Home screen, press the Exit button.
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TospecifythecalltypesthatyouwanttoappearintheCallLog:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the Option softkey.
3. Press the Log Setup feature button.
4. Press Yes/No softkey to indicate which types of calls you want to appear in the Call Log.
5. Do one of the following:
If you want to save the selections that you have just made, press the Save softkey. You
will hear a confirmation tone, and you are returned to the Options screen.
If you want to return to the Options screen without saving your entries, press the Cancel
softkey.
If you want to return to the Home screen without saving your entries, press the
Exit button.
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TosettheVisualRingoption:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.
2. Press the Option softkey.
3. Press the Ring Options feature button.
4. Press the Flash Message Lamp feature button.
5. Press the Yes/No softkey to indicate whether you want Visual Ring enabled.
6. Do one of the following:
If you want to save the setting you just selected, press the Save softkey. You will hear a
confirmation tone, and you are returned to the Options screen.
If you want to return to the Options screen without changing the setting, press the Cancel
softkey.
If you want to return to the Home screen without changing the setting, press the
Exit button.

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Call Log
Your telephone can store up to 48 entries in the Call Log. By default, all types of calls are
logged, and the number of new unanswered calls is displayed below the date and time on your
telephone.
The Call Log Summary Screen
The Call Log Summary screen, which is accessed by pressing the Log softkey on the Home
screen, displays the call identification information when available.
Each page of the Call Log Summary screen can display three entries. You can use and
to page through all logged calls.
The most recent call is displayed in the top-most position of the first page. When the log is full
(that is, 100 calls), the log automatically deletes the oldest call information to allow for
continuous logging without interruption. In addition, you can delete specific entries from the Call
Log Detail screen.
To view more information (such as the date and time) for a specific entry in the log summary,
press the button associated with the entry to access the Call Log Detail screen.
A sample Call Log Detail screen is shown below.

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The number displayed in the upper left corner of the screen indicates the position of this call in
the log summary. The call type (that is, Answered, Un-answered, or Outgoing) is displayed in
the upper right corner.
Working in the Call Log Screens
To Press
View information about a
specific log entry The button associated with the entry
Scroll through the pages of call
log entries or
Make a call to the entry
displayed The Call softkey
Scroll through call log entries or
Return to the Home screen at any time
ToviewthelistofallcallsrecordedintheCallLog:
1. If the softkey labels are not displayed, press any softkey button to display the softkey
labels.