Telstra VVX410 User manual

Telstra VVX 410 Call Centre Phone Guide | November 2015 Page 1
Telstra VVX410 Call Centre Phone Guide
If you are required to initially configure your IP
phone you will be advised of the Username and
Password. This information only needs to be
entered once via the QSetup soft key.
Press the QSetup soft key
Select the Server User field
Enter the Server User credentials
(obtain this information from Telstra, it
will be your phone number)
Press the OK soft key
Scroll down and select the Server
Password field
Tap the Mode soft key and ensure 123
is selected (to select numbers)
Enter the Server password
This is a 16 digit number that will be
supplied by Telstra
Select Save Config to Save the Config
Your phone will automatically reboot
Note 1: Restarting the phone may take a few
minutes
Note 2: If your phone has been preconfigured
the QSetup soft key will not be visible
Note 3: This is only required for phones that are
on DMS (Device Management System)
platform.
Use the Page Indicator icon if there are
multiple pages to move through the pages
Alternatively, you can Swipe the screen to
display additional icons
New Call –Press New Call to display
Dialler
From the Dialler, you can enter a
number or URL and place a call
From the Dialler, you can access the
Directory, Recent Calls and Favorites
Messages –Press Messages to access
your Voicemail Messages
Directories –Directories allow you to
view all the contacts in your Local
Contact Directory
From your Directory, you can add and
search for contacts, as well as quickly
access the Dialler, Recent Calls and
Favorites
Forward - Allows you to enable/disable
your call forward always, no answer or
busy settings.
DND - Allows you to enable/disable Do
Not Disturb. Calls cannot be received
when enabled.
Settings –Press Settings to access
features and settings to customise your
phone
Applications –Tap Applications to view
custom applications configured by your
CGA

Telstra VVX 410 Call Centre Phone Guide | November 2015 Page 2
Telstra VVX410 Call Centre Phone Guide
To enter the Home View main menu, press
To return to the Line View, press
To select a menu item,
press the Home button
scroll through the icons and select the
relevant option ie settings or directories
by
pressing the Select button in the middle
of the Navigation button.
Scroll through the menu items using the
down arrow on the Navigation button
and Press the Select soft key.
To return to previous screen,
Press Back
The VVX410 has four soft keys at the bottom of
the phone. The contact sensitive tabs
appearing on the screen relate to the relevant
soft key
During a call, press the to
adjust the call volume
While the phone is idle, to adjust the
Ringer volume, press the
volume buttons.
Line View is your phones’default display.
Line View displays all your phone lines, your
favorites and soft key tabs.
If your phone is idle you can;
Press a line to access the Dialer
If your phone has calls, the phone line
indicates the number of calls you have,
and if they are active or held
An active call displays a green border
A held call displays as a red border
The Telstra VVX410, VVX500 and VVX600
phones allow users with the Premium Call
Centre licence assigned to them to utilise the
additional specific agent/supervisor call centre
features on these phones via new soft keys.
Features such as signing in and out, changing
agent state, entering disposition codes (wrap up
codes if they have been configured), escalating,
or performing an emergency transfer to a
supervisor.
Press the ASignin soft key
the top line (header) of the phone displays
Agent State: Available

Telstra VVX 410 Call Centre Phone Guide | November 2015 Page 3
Telstra VVX410 Call Centre Phone Guide
Press the More soft key
Press the ASignOut soft key
Press the More soft key then the
Unavailable soft key
Enter an Unavailable code or press 0
for no code, press Select
Calls are not routed to the agent on
their call centre line while in the
unavailable state. Calls will still arrive
on an agent’s non-call centre line if they
are on a call centre call
Press the More soft key then the
Available soft key
Calls are routed to the agent on their
call centre line while in the available
state Active Call View
An incoming call causes the phone to ring.
Queue information for an incoming call centre
all is automatically displayed
Press the Answer soft key to answer
the incoming call, OR
Lift the handset, OR
Press the Speaker or Headset button to
answer the incoming call
Enter the required number and press
the Dial soft key or lift the handset
OR
Lift the handset and enter the required
number
Press #80
Dial the required number
The Call Centre number and not your personal
extension number is displayed to the called
contact
Press the Dial soft key
Lift the handset and enter the required
number by using the phone keypad
Enter a number
Press the Dial soft key
OR
With the handset on-hook, press the
New Call soft key, enter the phone
number by using the phone keypad
Lift the handset OR
Press the Answer soft key
Or
Press the green flashing line button
This view displays the name and
number of the person you are talking
with and the duration of the call
From Active view you can, Hold, End
Call, Transfer or select the More soft
key for additional options

Telstra VVX 410 Call Centre Phone Guide | November 2015 Page 4
Telstra VVX410 Call Centre Phone Guide
If you share a line with another phone, you can
answer calls as described above. If you answer
the call and place it on hold, anyone who shares
your line can resume the held call.
If the Call Waiting feature has been turned on,
while engaged in a call:
The Call Waiting tone indicates another
call to your line.
Press the Answer soft key to switch to
and answer the incoming call.
The initial call is automatically placed on hold.
By scrolling and selecting you can
toggle between the active and held
calls.
Press the Resume soft key to resume
your conversation.
You cannot receive additional calls
while both lines are engaged.
Press the Hold soft key
To return to the call
Press the Resume soft key
To make another call while the original caller is
on hold
Press the New Call soft key, enter the
required number
If multiple calls are on hold
Scroll to the call on hold and select it
and press the Resume soft key
To join all three parties onto an impromptu
conference call
With 2 calls in progress (1 call on hold
and 1 call active)
Press the More soft key and then the
Join soft key
While Mute is activated, you can hear all other
parties, however they cannot hear you.
During a call press the mute button
(The mute button is illuminated in red)
To turn off mute, press the mute button
again
Disposition codes or wrap up codes are
additional codes that can be applied to call
centre calls to tag those calls with additional
information. Disposition codes can be entered
during a call or after a call. Disposition codes
need to be configured and activated by your
Customer Administrator in order to use this
feature.
Whilst in a call, select the More soft key then
the Disp Code soft key
Manually enter the code using the
phone keypad
Press the Enter soft key on the phone
Entering a disposition code does not impact the
ongoing phone call.
After a call is complete, select the More soft
key then the Disp Code soft key
Manually enter the code using the
phone keypad
Press the Enter soft key on the phone
If the disposition code is not accepted the agent
will hear an announcement advising them the
code is not accepted.
Hang up the handset, OR

Telstra VVX 410 Call Centre Phone Guide | November 2015 Page 5
Telstra VVX410 Call Centre Phone Guide
Press the End Call soft key
Blind Transfer enables you to transfer a call to
another party without announcing the call prior
to transfer.
During a Call press the Transfer soft
key
Tap the Blind soft key
Enter the transfer destination number
Your call will be transferred
automatically
Consult Transfer enables you to transfer a call
to another party with consultation.
During a Call press the Transfer soft
key
Enter the transfer destination number
When the party answers, announce the call
Press the Transfer soft key again to
complete the transfer.
If the party refuses the call (prior to completing
the transfer)
Press the Cancel soft key to be
returned to the original caller.
Using the Emergency feature allows a 3-way
call to be set up with a Supervisor, Agent and
caller.
Whilst in a call
Press the More soft key twice then the
Emergcy soft key
Enter the phone number of a
Supervisor into the Emergency
Escalation field.
Press the Enter soft key to establish
the
3-way call.
Note: If the agent (initiator) hangs up the
handset all parties will be disconnected.
The Escalate function enables an agent to
consult with a supervisor whilst placing the
original caller on hold. All 3 parties (caller,
agent and supervisor) can then be joined into a
3 way conference call.
Whilst in a call, press the More soft key then
the Escalate soft key
The first available supervisor (if multiple
supervisors are assigned to the call centre) is
automatically called
When the Supervisor answers, press
the More soft key then the Join soft key
Note: If the agent (initiator) hangs up the
handset all parties will be disconnected.
Whilst in a call, pressing the Trace soft
key sends a call trace request to the
Application Server