Genesys AudioCodes 420HD User manual

420HD IP Phone
User’s Guide

2 420HD IP Phone
The information contained herein is proprietary and confidential and cannot be disclosed or
duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2014 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys is the world's leading provider of customer service and contact software - with
more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer
service innovation and experience, Genesys is uniquely positioned to help companies
bring their people, insights and customer channels together to effectively drive today's
customer conversation. Genesys software directs more than 100 million interactions every
day, maximizing the value of customer engagement and differentiating the experience by
driving personalization and multi-channel customer service - and extending customer
service across the enterprise to optimize processes and the performance of customer-
facing employees. Go to www.genesys.com for more information.
Each product has its own documentation for online viewing at the Genesys Documentation
website.
Notice
Although reasonable effort is made to ensure that the information in this document is
complete and accurate at the time of release, Genesys Telecommunications Laboratories,
Inc. cannot assume responsibility for any existing errors. Changes and/or corrections to
the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent
unauthorized use is your responsibility. Your system administrator should read all
documents provided with this product to fully understand the features available that reduce
your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications
Laboratories, Inc. All other company names and logos may be trademarks or registered
trademarks of their respective holders. © 2014 Genesys Telecommunications
Laboratories, Inc. All rights reserved.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR
for technical support.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys Licensing Guide.
Released by: Genesys Telecommunications Laboratories, Inc.
http://www.genesys.com/
Document Version: 420HD_IP_Phone_User_Guide_06-2014_v8.1.101.00

Administrator’s Guide 3
Contents
List of Figures.........................................................................................6
List of Tables..........................................................................................7
Preface Preface....................................................................................................9
About the 420HD IP Phone ......................................................................9
Making Comments on This Document....................................................10
Contacting Genesys Customer Care......................................................10
Document Version Number ....................................................................10
Chapter 1 Overview ...............................................................................................11
Introducing Genesys' 420HD IP Phone ..................................................11
Cutting Edge Voice Quality & HD VoIP..............................................11
Interoperability...................................................................................11
Chapter 2 Setting Up the Phone...........................................................................12
Unpacking..............................................................................................12
Device Description .................................................................................13
Front View .........................................................................................13
Rear View..........................................................................................16
Cabling ..............................................................................................17
Mounting the Phone...............................................................................18
Desktop Mounting..............................................................................18
Wall Mounting....................................................................................19
Chapter 3 Getting Started .....................................................................................21
Overview................................................................................................21
LCD Screen in Idle State........................................................................21
Softkeys .................................................................................................22
Accessing Menus...................................................................................24
Entering Numbers, Alphabetical Letters and Symbols............................25
Displayed Messages ..............................................................................27

Table of Contents
4 420HD IP Phone
Chapter 4 Customizing Your Phone.....................................................................29
Overview................................................................................................29
Changing the LCD Screen Language.....................................................29
Selecting Ring Tone...............................................................................30
Setting Date and Time............................................................................31
Changing LCD Screen Contrast Level....................................................32
Defining the LCD Screen Backlight Timeout...........................................32
Selecting Audio Device...........................................................................33
Adjusting Volume...............................................................................34
Enabling Call Waiting .............................................................................36
Defining Call Forwarding........................................................................37
Managing Your Personal Directory.........................................................38
Accessing the Directory.....................................................................38
Adding Contacts to the Personal Directory.........................................39
Editing Contact Information................................................................40
Deleting a Contact.............................................................................40
Searching for a Contact.....................................................................41
Defining a Speed Dial Key......................................................................42
Assigning a Phone Number to a Key .................................................42
Editing a Speed Dial Assignment.......................................................43
Deleting Speed Dials .........................................................................43
Chapter 5 Performing Basic Operations..............................................................45
Using Audio Devices ..............................................................................45
Making Calls...........................................................................................45
Dialing ...............................................................................................46
Redialing............................................................................................47
Dialing a Missed Call .........................................................................47
Answering Calls.................................................................................48
Rejecting Incoming Calls ...................................................................48
Silencing Incoming Calls....................................................................49
Ending an Established Call................................................................49
Viewing Missed, Received and Dialed Calls...........................................49
Chapter 6 Performing Advanced Operations.......................................................52
Answering Waiting Calls.........................................................................52
Placing Calls On Hold.............................................................................53
Calling a Contact Listed in the Directory ............................................53
Using a Speed Dial Key to Make a Call..................................................54
Transferring Calls...................................................................................54
Attended Transfer..............................................................................55

Table of Contents
User’s Guide 5
Semi-Attended Transfer.....................................................................55
Blind Transfer....................................................................................56
Hosting 3‐Way Conference Calls............................................................57
Muting Calls ...........................................................................................58
Activating Do Not Disturb .......................................................................58
Retrieving Voice Mail Messages.............................................................59
Using Two Lines.....................................................................................59
Choosing a Line.................................................................................60
Making a Call on a Line .....................................................................60
Making Two Calls on a Line...............................................................60
Making Multiple Line Calls.................................................................61
Toggling Between Multiple-Line Calls................................................62
Toggling Between Calls on the Same Line.........................................63
Answering Calls.................................................................................63
Ending Calls...........................................................................................63
Chapter 7 Using IP Phones in Genesys Contact Centers...................................64
Logging in...............................................................................................64
Changing your Status from 'Ready' to 'Not Ready' .................................65
Restoring your Status from 'Not Ready' to 'Ready' .................................65
Logging out ............................................................................................65
Configuring Automatic Forwarding..........................................................66
Configuring Do Not Disturb (DnD)..........................................................66
Configuring 3rd Party Call Control (3PCC)...............................................67
Chapter 8 Troubleshooting...................................................................................68

Table of Contents
6 420HD IP Phone
List of Figures
Figure 1: Front View...........................................................................................................14
Figure 2: Rear View............................................................................................................16
Figure 3: Cabling................................................................................................................17
Figure 4: Routing the Handset Cable...............................................................................19
Figure 5: Detaching the Base............................................................................................19
Figure 6: LCD Screen in Idle State ...................................................................................21
Figure 7: Menus..................................................................................................................24
Figure 8: Alphanumerical Selection.................................................................................25
Figure 9: Selected Alphanumerical Mode (Abc) .............................................................26
Figure 10: Entering a Symbol such as a Full Stop ...........................................................26

Table of Contents
User’s Guide 7
List of Tables
Table 1: Font View Description .......................................................................................15
Table 2: Rear View Description.......................................................................................16
Table 3: Cabling Procedure.............................................................................................17
Table 4: LCD Screen in Idle State ...................................................................................22
Table 5: Softkeys ..............................................................................................................22
Table 6: Messages Displayed on LCD Screen Indicating Processes In Progress.....27
Table 7: Transferring Calls ..............................................................................................54
Table 8: 3PCC Parameters...............................................................................................67
Table 9: Troubleshooting.................................................................................................69

User’s Guide 9
Preface
Preface
Welcome to the 420HD IP Phone User’s Guide.This guide shows users how to use the
many features and functions of the Genesys 420 HD IP Phone.
Note: Pursuant to the WEEE EU Directive, electronic and electrical waste must not be
disposed of with unsorted waste. Please contact your local recycling authority for
disposal of this product.
About the 420HD IP Phone
Genesys IP phones are based on proprietary High Definition (HD) voice technology,
providing clarity and a rich audio experience in Voice-over-IP (VoIP) calls. The phones are
fully-featured telephones that provide voice communication over an IP network, allowing you
to place and receive phone calls, put calls on hold, transfer calls, make conference calls, and
so on.
The phone offers a wide variety of management and configuration tools:
•Phone’s LCD display user interface -easy-to-use, menu-driven display screen,
providing basic phone configuration and status capabilities
•Web interface -provides a user-friendly Web interface that runs on a Web browser
(Microsoft®Internet Explorer is the recommended browser).
•Configuration file -text-based file (created using any plain text editor such as
Microsoft’s Notepad) containing configuration parameters and which is loaded to the
phone using the Web interface or a TFTP, FTP, HTTP or HTTPS server.
•TR-069 for remote configuration and management
•CLI over Telnet

Preface Making Comments on This Document
10 420HD IP Phone
Making Comments on This Document
If you especially like or dislike anything about this document, feel free to e-mail your
comments to [e-mail].
When you send us comments, you grant Genesys a nonexclusive right to use or distribute
your comments in any way it believes appropriate, without incurring any obligation to you.
Contacting Genesys Customer Care
If you have purchased support directly from Genesys, see the Contact Information on the
Customer Care website. Before contacting Customer Care, refer to the Genesys Care
Program Guide for complete contact information and procedures.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version
numbers change as new information is added to this document. Here is a sample version
number:
420HD_IP_Phone_User_Guide_06-2014_v1.00
You will need this number when you are talking with Genesys Customer Care about this
product.

User’s Guide 11
Chapter
1
Overview
Introducing Genesys' 420HD IP Phone
Genesys 420HD IP Phone is based on High Definition voice technology, providing clarity and
a rich audio experience in Voice-over-IP (VoIP) calls. The 420HD is a 2-line, 2 concurrent
calls per line premium model which includes a large monochrome multi-language graphic
LCD display.
The 420HD IP Phone is a fully-featured telephone that provides voice communication over
an IP network, allowing you to place and receive phone calls, put calls on hold, transfer calls,
make conference calls, etc.
Read this User’s Manual carefully to learn how to operate this product and take advantage of
its multiple features.
Cutting Edge Voice Quality & HD VoIP
Based on advanced, robust and field-proven VoIPerfectHD™ software, the Genesys IP
Phone is designed to utilize popular wideband coders such as G.722. Each phone features
enhanced proprietary capabilities, such as packet loss concealment, high quality wideband
acoustic echo canceler, and low-delay adaptive jitter buffers to enrich the HDVoIP
experience.
Interoperability
The Genesys High Definition IP Phone is widely interoperable with IP-PBXs, Softswitches
and IP Centrex Solutions. As Enterprises and Service Providers continue to seek open
network architectures that enable them to maximize value and reduce costs, Genesys’ best-
of-breed technology, wide interoperability, and adherence to standards make the Genesys IP
Phone a natural selection.

User’s Guide 12
Chapter
2 Setting Up the Phone
Unpacking
When unpacking, ensure that the following items are present and undamaged
420HD IP Phone / Stand Handset / Cord
Cat 5e Ethernet Cable AC Power Adapter (Optional)

Chapter 2: Setting Up the Phone Device Description
User’s Guide 13
If anything appears to be missing or broken, contact the distributor from whom you
purchased the phone for assistance.
Device Description
Use the graphics below to identify and familiarize yourself with the device's hardware
functions.
Front View
The front view of the phone is shown in the following figure and described in Table 1.

Chapter 2: Setting Up the Phone Device Description
14 420HD IP Phone
Figure 1: Front View
1
2
3
4
5
6
7
8
9
12
13
14
15
11
10

Chapter 2: Setting Up the Phone Device Description
User’s Guide 15
Table 1: Font View Description
Item # Label/Name Description
1 Ring LED Flashing blue light visually indicates an incoming call.
2 LCD Screen Interactive screen displaying calling information, enabling you to set up
phone features.
3 Softkeys See page 22 for details on the four softkeys and the available functions
they offer.
4 Navigation
Control /OK Press the upper rim to scroll up menus/items in the LCD display screen.
Press its lower rim to scroll down. Press its left or right rim to move the
cursor left or right (when editing a contact number for example). Press the
OK button to select a menu/item/option.
5 VOICE MAIL Retrieves voice mail messages.
6 CONTACTS Press to directly access the Personal directory.
7 MENU Accesses menus (1) Call Log (2) Directory (3) Speed Dial (4) Settings (5)
Status (6) Administration.
8
REDIAL
Accesses a list of recently dialed numbers; one can be selected to redial.
9
TRANSFER
Transfers a call.
10 HOLD Places an active call on hold.
11 Alphanumerical
Keypad
Keys for entering numbers, alphabetical letters and symbols (e.g., colons)
12 SPEAKER Activates the speakerphone, allowing a hands-free conversation.
13 HEADSET Activates a call using an external headset.
14
MUTE
Mutes a call.
15
▲
VOL
Increases or decreases the volume of the handset, headset,
speakerphone, ring tone and call progress tones.
VOL
▼

Chapter 2: Setting Up the Phone Device Description
16 420HD IP Phone
Rear View
The rear view of the phone is shown in the figure below and described in the Table 2.
Figure 2: Rear View
Table 2: Rear View Description
# Label Description
Handset jack, i.e., RJ-9 port, to connect the handset.
RJ-45 port to connect to the Ethernet LAN cable for the LAN connection
(uplink - 10/100 Mbps). If you're using Power over Ethernet (PoE), power
to the phone is supplied from the Ethernet cable (draws power from either
a spare line or signal line).
RJ-45 port for connecting the phone to a PC (10/100 Mbps downlink).
12V DC power jack that connects to the AC power adapter.
Headset jack, i.e., RJ-9 port that connects to an external headset.
2
43
1
1
2
3
4
5
5

Chapter 2: Setting Up the Phone Device Description
User’s Guide 17
Cabling
Here's how you cable your phone.
Figure 3: Cabling
Table 3: Cabling Procedure
Action Description
Connect the short, straight end of the cord to the handset.
Connect the longer, straight end to the jack (RJ-9 port, for the handset) on the phone.
Connect the RJ-45 LAN port to your LAN network (LAN port or LAN switch/router), using a
CAT 5 / 5e Ethernet cable
Connect the RJ-45 PC port to a computer, using a CAT 5 / 5e straight-through Ethernet
cable
Connect the connector tip of the AC power adapter to the phone’s power socket (labeled DC
12V). Connect the two-prong AC adapter directly to the electrical wall outlet. When the
phone powers up, all the LEDs momentarily light up
Connect the RJ-9 headset jack to a headset (optional)
1
2
34
5
1
2
3
4
5

Chapter 2: Setting Up the Phone Mounting the Phone
18 420HD IP Phone
Note: If the LAN to which the phone is connected supports Power over Ethernet (PoE), no
AC adapter is required; the phone receives power from the Ethernet network.
Mounting the Phone
The phone can be mounted on a:
Desk
Wall
Desktop Mounting
This section shows how to place the phone on a desk or flat surface.
To mount the phone on a desk or flat surface:
1. Off-hook the handset (if on-hook) and place the phone upside down, i.e., base-up,
on your desktop.
2. On the phone's base, identify outer rails.
3. On the phone's stand, identify outer notches.
4. Invert the stand and align its outer notches with the base's outer rails.
5. Insert the stand's outer notches into the base's outer rails and slide the notches
along the rails until the stand click-locks into the base.
6. Revert the phone and stand it on the desktop.
Routing the Handset Cable
The phone features a groove for routing the handset cable as shown in the next Figure 4.

Chapter 2: Setting Up the Phone Mounting the Phone
User’s Guide 19
Figure 4: Routing the Handset Cable
Wall Mounting
This section shows you how to mount the phone on a wall or wall plate.
To mount the phone on a wall:
1. Attach the stand of the phone for the purpose of a wall mounting:
2. Detach the base.
Figure 5: Detaching the Base
To detach the phone's stand, push this button
3. Attach it again as you did for a desktop mounting (see page 18) only now make sure
that it's flatly aligned to lie flush against the wall, i.e., slide the middle rails of the
phone stand onto the phone base's inner notches.

Chapter 2: Setting Up the Phone Mounting the Phone
20 420HD IP Phone
4. Connect the AC power adapter, LAN and PC cords.
5. In the wall, drill two horizontal holes at a distance of 3 15/16 inches (100 mm) from
one another, in line with the template.
6. Insert two masonry anchors into the holes if necessary.
7. Thread two screws (not supplied) into the two masonary anchors; ensure that the
heads extend sufficiently (about 3/16 inch or 5 mm from the wall) for the phone
stand's keyhole slots to hang on.
8. Hang the phone stand's keyhole slots on these screws