Unity AVAYA 9504 User manual

AVAYA 9504 & 9508 Digital Telephone
User Guide

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Contents
Introduction ............................................................................................................................................. 4
Objective ............................................................................................................................................. 4
Telephone Components ......................................................................................................................... 4
Components ....................................................................................................................................... 4
Status Letters ...................................................................................................................................... 5
Adjustable Stand & Display Screen .................................................................................................... 5
Log into Your Telephone .................................................................................................................... 5
Lock Your Phone ................................................................................................................................ 6
Change Your Login Code ................................................................................................................... 6
Personalized Options ............................................................................................................................. 7
Options & Settings .............................................................................................................................. 7
Set Redial Options .............................................................................................................................. 7
Withhold Your Number ....................................................................................................................... 7
Set the Audio Path .............................................................................................................................. 7
Set Dialing Options ............................................................................................................................. 8
Disable the Ring Tone ........................................................................................................................ 8
Set a Coverage Ring Tone ................................................................................................................. 8
Set Internal Auto-Answer .................................................................................................................... 8
Set Your Ring Tone ............................................................................................................................ 8
Sounds & Tones ................................................................................................................................. 9
Language ............................................................................................................................................ 9
Automatic Gain Control ...................................................................................................................... 9
Display Features ................................................................................................................................... 10
Set the Display Screen Width ........................................................................................................... 10
Display Call Timers ........................................................................................................................... 10
Display Last Call Duration ................................................................................................................ 10
Show Call Waiting............................................................................................................................. 10
Configure Visual Alerts ..................................................................................................................... 10
Adjust the Display Brightness & Contrast ......................................................................................... 11
Call Handling Features ......................................................................................................................... 11
Answer a Call .................................................................................................................................... 11
Make a Call ....................................................................................................................................... 11
Mute a Call ........................................................................................................................................ 12
Hold .................................................................................................................................................. 12
Redial ................................................................................................................................................ 12
Speakerphone .................................................................................................................................. 12
Transfer ............................................................................................................................................ 13
Conference ....................................................................................................................................... 13
Contacts ................................................................................................................................................ 14
Search for a Contact ......................................................................................................................... 14
View Contact Details ........................................................................................................................ 14
Add a New Contact ........................................................................................................................... 14
Edit a Contact ................................................................................................................................... 15
Delete a Contact ............................................................................................................................... 15
Call a Person from the Contacts List ................................................................................................ 15
Directory ............................................................................................................................................... 15
Search for an Extension ................................................................................................................... 15
Call History ........................................................................................................................................... 16
View the Call History ........................................................................................................................ 16
View Call History Details .................................................................................................................. 16
Add an Entry from the Call History to Your Contacts List ................................................................ 16

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Remove an Entry from Call History .................................................................................................. 16
Clear All Call History Entries ............................................................................................................ 17
Call a Person from the Call History .................................................................................................. 17
Voice Features...................................................................................................................................... 17
Call Forward ..................................................................................................................................... 17
Call Park ........................................................................................................................................... 18
Call Pickup ........................................................................................................................................ 18
Send All Calls ................................................................................................................................... 18
Paging ............................................................................................................................................... 18
Extension to Cellular (EC500) .......................................................................................................... 18
Call Centre Features ............................................................................................................................ 19

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
AVAYA 9504 & 9508 Digital Telephones
Introduction
Objective
This User Guide is designed to introduce you to the layout of the AVAYA 9504 and 9508 digital
telephones and describes the various buttons and features that are available with these models. It
also provides you with the instructions for navigating the display screens and various features.
The 9504 phone has 12 programmable call appearance/feature buttons whereas the 9508 has 24
programmable buttons. Functions can be assigned to the phone’s call appearance/feature buttons by
your system administrator. The 9508 phones can support button modules that provide an additional
24 buttons (2 pages of 12) which can be used as appearance buttons and/or feature buttons. Up to 3
button modules can be attached to each phone. The 9504 phone does not support button modules.
Telephone Components
Components
Here is the general layout of the AVAYA 9504 Digital telephone. The 9508 phone has 2 additional Call
Appearance lines in the display, but otherwise looks the same. The components are as follows:
Message Lamp
:
Is lit when the
user has
voicemail
messages and
can be set to flash
when the phone is
ringing.
Prompt Line/Call
Appearances:
View the prompt
line to see helpful
information and
view the call
appearances to
see which lines
are busy.
Softkey Labels
:
Labels for the
softkeys below
Softkeys
:
Acts on
objects displayed
on the softkey
labels above.
Messages
:
Connects
directly to
your
voicemail.
Navigation Arrows
:
Use to navigate
between menus or to
move during text
input.
Phone
: Used
to exit from a
menu or toggle
between
options
Contacts
:
Allows you to
view your
contacts list.
Call Log
: Allows you to
view the history of your
outgoing, incoming and
missed calls.
Avaya Menu
: Accesses
the Avaya menu to
configure options and
settings, access the
browser, log out or view
network info.
Volume
: Adjusts the
volume for the handset,
headset, speaker and
ringer.
Mute: Mutes a call.
Speaker
: Engages the
speakerphone.
Headset
: Allows you to
use the headset when
connected.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Status Letters
On your phone display you will see status letters displayed in addition to your extension. These
letters are designed to indicate your current status and can be shown in combination.
Icon Description
B Barred – This is displayed to indicate that you have access to make internal calls only and are
barred from making external calls.
D Diverting – Shown when you have forward unconditional enabled
G
Group Member – Shown when you are configured as a member of a hunt group and your
membership is enabled
N No Calls (Do Not Disturb) – Shown when you have ‘Do Not Disturb’ enabled
O
Out of Service – Shown when any of the groups of which you are enabled as a member is set to
night service mode where calls are diverted to the fallback or to voicemail
R Resilience – Shown when there may have been a problem with the telephone system and another
system is providing support
S System Alarm – Shown if you are the system administrator indicating a system alarm
T Twinned – Shown if it is internally twinned with your phone. Calls to you will alert on both phones
and can be answered by at either phone.
Adjustable Stand & Display Screen
The telephone stand attaches to the phone in one of two ways so that you can place the phone in a
relatively flat position or at an angle. Be sure to check that the stand is locked into position using the
plastic peg located under the phone’s handset. If you wish to wall mount the phone contact your
system administrator as a different stand design will be required.
Log into Your Telephone
Logging in and out maintains your preferences, call information and options if you share a telephone
with other users. Log out to prevent unauthorized use of your telephone during an absence.
To log into your telephone extension:
 Press SELECT and the login menu will display
 Enter the extension number your system administrator has assigned to you for login.
 Press NEXT.
 Enter the login code your system administrator has assigned to you.
 Press DONE.

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To log into a phone that has another user logged in:
 Press the FEATURES softkey.
 Select PHONE USER and press SELECT.
 Select LOGIN and press SELECT.
 Enter the extension number your system administrator has assigned to you for login.
 Press NEXT.
 Enter the login code your system administrator has assigned to you.
 Press DONE and the other user will be logged out and you will be logged in.
To log out of your telephone extension:
 Press the FEATURES softkey.
 Select PHONE USER and press SELECT.
 Select LOG OUT and press SELECT.
 Press LOG OUT to confirm.
Lock Your Phone
To lock your telephone:
 Press the FEATURES softkey.
 Select PHONE USER and press SELECT.
 Select LOCK and press SELECT.
 Press LOG OUT to confirm.
To auto-lock your phone:
 Press the FEATURES softkey.
 Select PHONE USER and press SELECT.
 Select PHONE SCREEN SETTINGS and press SELECT.
 Select AUTO LOCK (minutes).
 Press CHANGE and select either DISABLED (does not use inactivity timer) or 1/5/30/60
(Locks the phone after the indicated number of minutes)
 Press SAVE to save your selection.
To unlock your telephone:
 Press the UNLOCK softkey.
 Enter your login code.
 Press the DONE softkey.
Change Your Login Code
To change your login code:
 Press the FEATURES softkey.
 Select PHONE USER and press SELECT.
 Select SET SECURITY PIN and press SELECT.
 Enter your current login code if you have one and press DONE.
 Enter your new code.
 Press SAVE to complete the change.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Personalized Options
Options & Settings
Accessing the Avaya Menu button will give you access to various options that you can set. One of
those options is the Options & Settings menu which contains choices for:
o Call Settings
o Application Settings
o Screen & Sound Options
o Advanced Options
o Network Information
o VPN Settings
These choices contain additional menu items that you can use to customize your phone.
Set Redial Options
To set the redial to the last number you dialed or to display a list of the last numbers you dialed:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select REDIAL ACTION.
 Press CHANGE to choose between OPEN CALL LOG and LAST DIALED.
 Press SAVE.
Withhold Your Number
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select WITHHOLD NUMBER.
 Press CHANGE to choose between ON or OFF.
 Press SAVE.
Set the Audio Path
To go off-hook on the Speaker or the Headset when you make an on-hook call (If your administrator
has set up auto-answer, incoming calls are also answered on the default audio path you designate
here):
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select AUDIO PATH.
 Press CHANGE to change the SPEAKER or HANDSET setting.
 Press SAVE.

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Set Dialing Options
You have two dialing options; you can dial normally by picking up the handset, get a dial tone and dial
the number or you can set “En Bloc Dialing” which mimics how you dial a call on a cell phone where
you enter all or part of the number, backspace to correct a digit if needed and when ready initiate the
dialing process using a softkey.
To enable En Bloc Dialing:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select EN BLOC DIAL.
 Press CHANGE to change the setting to ON (Enabled) or OFF (Disabled).
Disable the Ring Tone
To disable the ringer:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select DISABLE RINGER.
 Press CHANGE to change the setting to ON.
Set a Coverage Ring Tone
To change the ring tone for bridged appearances or call coverage buttons:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select COVERAGE RING.
 Press CHANGE to change the setting to RING, ABBREVIATED or OFF.
Set Internal Auto-Answer
To have internal calls connect automatically if you are not already on a call:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select INTERNAL AUTO-ANSWER.
 Press CHANGE to change the setting.
Set Your Ring Tone
To change the ring tone:
 Press the AVAYA HOME button.
 Select SCREEN & SOUND OPTIONS and press SELECT.

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 Select PERSONALIZED RINGING and press SELECT.
 Select a displayed ring pattern and press PLAY to replay the tone or OTHER to hear a
different version of the ring sound.
 Press SAVE once you find the ring pattern you want.
Sounds & Tones
To turn button clicks on or off:
 Press the AVAYA HOME button.
 Select SCREEN & SOUND OPTIONS and press SELECT.
 Select BUTTON CLICKS and press SELECT.
 Press CHANGE to change the setting between ON or OFF.
 Press SAVE to save your selection.
To turn error tones on or off:
 Press the AVAYA HOME button.
 Select SCREEN & SOUND OPTIONS and press SELECT.
 Select ERROR TONES and press SELECT.
 Press CHANGE to change the setting between ON or OFF.
 Press SAVE to save your selection.
Language
To change the display language:
 Press the AVAYA HOME button.
 Select ADVANCED OPTIONS and press SELECT.
 Select LANGUAGE and press SELECT.
 Scroll to find the language you wish to use. A tick mark shows against the current language.
 Press SELECT to select the highlighted language.
 Press SAVE to save your selection.
Automatic Gain Control
Automatic Gain Control maintains a constant audio level even if the incoming call changes between
loud and quiet.
To turn the Automatic Gain Control on or off:
 Press the AVAYA HOME button.
 Select ADVANCED OPTIONS and press SELECT.
 Select AUDIO and press SELECT.
 Select HANDSET, HEADSET or SPEAKER.
 Press SELECT to select the highlighted option.
 Press SAVE to save your selection.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Display Features
Set the Display Screen Width
To set the display screen width:
 Press the FEATURES button.
 Press PHONE USER and press SELECT.
 Select PHONE SCREEN SETTINGS and press SELECT.
 Select DISPLAY MODE.
 Press CHANGE to change the setting between DUAL or SINGLE column.
 Press SAVE.
Display Call Timers
To display the call timer:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select DISPLAY CALL TIMER.
 Press CHANGE to change the setting between ON or OFF.
 Press SAVE.
Display Last Call Duration
To display the duration of a call after it has ended:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select SHOW LAST CALL DURATION.
 Press CHANGE to change the setting between ON or OFF.
 Press SAVE.
Show Call Waiting
To show call waiting details:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select AUTO DISPLAY WAITING CALL.
 Press CHANGE to change the setting between ON or OFF.
 Press SAVE.
Configure Visual Alerts

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
The Visual Alerting option causes the LED in the top right corner of the phone to flash when there is
an incoming call. To turn Visual Alerting on or off:
 Press the AVAYA HOME button.
 Select CALL SETTINGS and press SELECT.
 Select VISUAL ALERTING.
 Press CHANGE to change the setting.
 Press SAVE.
Adjust the Display Brightness & Contrast
To adjust the brightness of the display:
 Press the AVAYA HOME button.
 Select SCREEN & SOUND OPTIONS and press SELECT.
 Select CONTRAST and press SELECT.
 Use the navigation arrows to adjust the brightness as required.
 Press DONE when completed.
To adjust the contrast of the display:
 Press the AVAYA HOME button.
 Select SCREEN & SOUND OPTIONS and press SELECT.
 Select CONTRAST and press SELECT.
 Use the navigation arrows to adjust the contrast as required.
 Press DONE when completed.
Call Handling Features
Answer a Call
When you have an incoming call, it is usually selected automatically. However, if you are already
on a call or if you receive more than one incoming call at a time, you may need to select the call
you want to answer manually.
To answer an incoming call if you are not on another call:
 Handset: Pick up the handset.
 Headset: Make sure your headset is plugged into the phone and press HEADSET.
 Speakerphone: Press SPEAKER.
To answer an incoming call if you are on another call:
 From the Phone screen scroll to the line with the incoming call and press ANSWER or OK.
Make a Call

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Press PHONE to view the main Phone screen at any time. When the Phone screen is displayed,
press PHONE to move to the top of the call appearance list; press PHONE again to display the Home
screen.
To make a call:
 Lift the handset or press SPEAKER or HEADSET or an idle line button.
 Dial the telephone number you wish to call.
To make a call using EDIT DIALING (If authorized by the administrator):
 Enter the number you want to call.
 To edit the number, touch the BKSP softkey to erase the previous character, one character
at a time. To remove the entire number, press CLEAR.
 Press CALL or OK.
Mute a Call
To mute a call:
 Press MUTE during a call so that the other person on the call cannot hear you.
 Press MUTE again to un-mute the call.
Hold
To put a call on hold:
 Press HOLD.
 Press the call appearance button of the held call to retrieve the call.
Redial
To redial a previously called telephone number or extension:
 From the Phone screen, press REDIAL.
 If you are working with a redial list, scroll to the number you want to redial and press CALL or
OK.
Speakerphone
The two way speakerphone allows you to make and answer calls without lifting your handset. The
speakerphone can also be used with other features.
To use the speakerphone:
 Press SPEAKER to access the speakerphone.
 Press SPEAKER again to turn it off or pick up the handset or press HEADSET to use the
headset.
To adjust the
volume, use
the volume
button.
To clear a
number,
press
CLEAR.
If you switch between the handset,
speaker or headset while the call is
muted, the mute will be turned off.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Transfer
To transfer a call:
 From the Phone screen, if the call to be transferred is not already active (highlighted) select
the line on which the call to be transferred appears.
 Press TRANSFER.
 Dial the number to which you want to transfer the call or call the person from the Contacts list
or History list.
 For an unattended transfer, press COMPLETE or hang up.
 For an attended transfer, wait for an answer then press COMPLETE or OK or hang up.
 To cancel a transfer, press the CANCEL button and you will be returned to the caller.
To transfer a call directly to a mailbox:
 With the call active, press the MESSAGE button and enter the mailbox number
 Press the SELECT softkey.
Conference
To setup a conference call:
 From the Phone screen, select your active call.
 Press CONF.
 Dial the telephone number or call the person from the Contacts or History list.
 When the person answers, press CONF or OK to add them to the conference call.
 Repeat these steps to add additional participants to the call.
To add a person on hold to a conference call:
 From the Phone screen, select your active call.
 Press CONF.
 Select the call on hold that you want to add to the conference by pressing the call
appearance button.
 Press CONF to add the person to the conference call.
To put a conference call on hold:
 Press HOLD during a conference call. The other parties can still talk to each other.
 Press the call appearance button of the conference call to resume the conference call.
To drop the last participant from a conference call:
 Press DETAILS.
 Highlight the person you wish to drop.
 Press DROP to drop.
To mute a person on a conference call:
 From the Phone screen, select the line of the person you want to mute.
You can conference up
to six parties on a call
(including yourself).

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
 Press DETAILS.
 Highlight the person you wish to drop.
 Press MUTE to drop.
 Press MUTE again to take the person off mute.
o If the other participants have the same type of phone they can follow these steps and
can mute or un-mute themselves.
Contacts
You can save up to 250 names and up to 3 telephone numbers per name. You can also import or
export a Contact list using a USB device (Not available on the 9608 model).
Search for a Contact
To search for a contact:
 Press CONTACTS.
 Use the arrow keys to switch between the different lists (All, External, Users, Groups,
Personal)
 Using the dial pad, start typing the name for which you want to search.
 Keep in mind how your Contact list is set up. If you set up your contacts as “Last Name, First
Name” start typing the letters of the last name. If you have set up your Contacts using a
different scheme, type the most likely letter(s) that would match the contact you want to find.
 Press CALL to call the person or press MORE and then EDIT to edit the contact information.
View Contact Details
To view contact details:
 Press CONTACTS.
 Find the contact you want to view.
 Press DETAILS to see all the information for this person.
 Press the appropriate softkey to call or edit this contact, delete this contact or return to the
Contacts screen.
Add a New Contact
To add a contact:
 Press CONTACTS.
 Press NEW or press MORE and then NEW if you already have entries in your contact list.
 Enter the name using the dial pad.
o Press the number key that corresponds to the letter or number you want to enter until
the letter or number is displayed.
o Pause before entering the next character if the characters are on the same key.
o To enter a space, press 0.
o Enter remaining letters or numbers.
o Press BKSP to delete the last character.
 Select the next field.
 Press SAVE or OK.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Edit a Contact
To edit a contact:
 Press CONTACTS.
 Search for and select the contact you want to edit.
 Press MORE > EDIT.
 Choose the field you want to edit.
 Use the dial pad and softkeys to make changes to the contact information.
 Press SAVE or OK.
Delete a Contact
To delete a contact:
 Press CONTACTS.
 Search for and select the contact you want to edit.
 Press MORE > DELETE.
 Press DELETE to confirm or CANCEL to cancel.
Call a Person from the Contacts List
To call someone from your Contacts list:
 Press CONTACTS.
 Select the person you want to call.
 Press CALL or OK.
Directory
You can look up the extension number of another phone in the Directory.
Search for an Extension
To search for an extension:
 Press the DIRECTORY feature button.
 Begin spelling the person’s name using the dialpad.
o You will see the names displayed on the display screen.
 If you need to move through the list of names, press the NEXT feature button.
 To place a call to the name on the screen, press the MAKE CALL feature button.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Call History
The History screen provides a list of recent calls by type (Missed, Answered or Outgoing) and with
caller name and number, call time, and call duration. Call History also shows bridged calls. If you are
a member of a call pickup group, any calls you picked up for another person or that you missed and
were answered by someone else in your pickup group are shown with a Forwarding icon to allow you
to review details of that type of call. The History button lights up and the Missed Calls icon and the
number of missed calls display on the top line when you have one or more missed calls.
View the Call History
To view the Call History:
 Press HISTORY.
o You can go to the top of the list by pressing HISTORY again.
 If you want to see a different list, scroll to the left or right to view separate lists of answered,
outgoing or missed calls.
 Scroll up or down to view the entries on the list.
View Call History Details
To view Call History details:
 Press HISTORY.
 Select the number you wish to view.
 Press DETAILS.
Add an Entry from the Call History to Your Contacts List
To add an entry from the Call History to your Contacts list:
 Press HISTORY button.
 Select the number you want to add to your Contacts list.
 Press MORE.
 Press +CONTACT.
 Edit the name and telephone number, if necessary.
 Press SAVE.
Remove an Entry from Call History
To remove an entry from the call history:
 Press HISTORY.
 Select the number you want to delete.
 Press DELETE.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Clear All Call History Entries
To clear all the Call History entries for the list you are viewing:
 Press HISTORY.
 Select the list you want to delete.
 Press MORE.
 Press DEL ALL to delete all of the entries in the list you are viewing.
Call a Person from the Call History
To call someone from the Call History:
 Press HISTORY.
 Scroll to the left or right to view a separate list of all, un-answered or outgoing calls.
 Scroll up or down to select the person or number you want to call.
 Select the person or number you want to call.
 Press the CALL softkey or the OK button.
Voice Features
Call Forward
To forward calls to another extension:
 Press your CALL FORWARD button.
 At the tone, enter the extension where you wish the calls to be forwarded.
o You will hear three confirmation beeps to confirm the setting.
OR
 From the Phone screen, touch FEATURES.
 Select FORWARD.
 Select FORWARD UNCONDITIONAL.
 Press SELECT or OK to turn the call forwarding feature on.
 Select DESTINATION and then EDIT.
 Enter the number to which you want to forward your calls as the destination.
 Press ON to turn on the call forwarding feature.
 Press SAVE.
To turn off Call Forward:
 Press your CALL FORWARD button.

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
Call Park
To park a call:
 Press the CALL PARK feature button and make note of the extension where the call is
parked.
To retrieve a parked call:
 Press the PARK RETRIEVE feature button.
 Enter the extension where the call was parked.
Call Pickup
To pick up a call ringing on another extension:
 Press the CALL PICKUP feature button to answer a call ringing on another phone in your
group.
Send All Calls
To send all calls to your voicemail without ringing your phone:
 Press the SEND ALL CALLS feature button to redirect calls to voicemail.
 Press the SEND ALL CALLS feature button to turn off Send All Calls.
Paging
To place a page:
 Press the PAGE feature button and after the beep, speak your announcement.
 Press the DROP softkey or depress the receiver button before replacing the handset to avoid
any feedback.
Extension to Cellular (EC500)
Extension to Cellular (EC500) is a feature that allows calls to your deskphone to ring on your mobile
phone simultaneously allowing you to never miss a call. Calls to your deskphone that have been
answered on your mobile phone are referred to as “extended calls”. You must contact your Administrator
to have this feature setup for you.
To use Extension to Cellular (EC500):
 Press the EC500 feature button to turn this feature on or off

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To transfer an active call from your deskphone to your mobile phone:
 With the call on your deskphone active, press the EXTEND CALL feature button
o Turn EC500 on first if it is not already on
o The system will now place a call to your mobile phone
 Answer the call on your mobile phone and then hang up your deskphone
To transfer an extended call from mobile phone to your deskphone,
 With the call on your mobile phone active, pick up your deskphone handset and press the
EC500 feature button
 Hang up your mobile phone and continue the call.
Call Centre Features
The call centre features outlined in this guide may differ slightly to what is programmed in your system.
Contact your Administrator for details on the call centre features on your system.
To log in and out of the queue:
 Press the LOGIN feature button to log into the queue
 You may need to enter your agent ID and password
 The AUX Work button will light up
 Press the LOGOUT feature button to log out of the queue
To begin accepting calls:
 Press the AUTO IN button to begin receiving call from the queue
 To temporarily stop receiving calls from the queue, press the AUX WORK button
To Put Phone into After Call Work:
 Press the AFTERCALL button to go into After Call Work mode to finish up the details of the
previous call
 Press the AUTO IN button again to begin receiving calls again
 Your system may put you back to Auto In automatically after a set amount of time
To temporarily leave the queue:
 Press the AUX WORK button
 Enter the appropriate reason code
 Press the AUTO IN button to begin receiving call from the queue again
To assign a call work code to a call:
 Press the WORK CODE button and enter the call work code you want to assign
 A Call Work code marks the call as a specific type for reporting purposes

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Unity Connected Solutions – AVAYA 9504 & 9508 Digital Telephones
 Contact your Administrator for your list of call work codes
To view the statistics of the queue:
 Press the VU DISPLAY button and enter the skill number then press #
o This will display your queue number and the number of calls in the queue as well as
the length of time of the oldest call in minutes and seconds
 Press the Phone button to clear the statistics information from your screen
To observe an agent’s call:
 Press the SERVICE OBSERVE button to listen in on an agent’s call
 Enter the Agent ID you wish to observe
 This puts you into LISTEN ONLY mode where you can listen to the call and not be heard.
 Press the SERVICE OBSERVE button again to go into LISTEN/TALK mode where you can
LISTEN and be heard on the call.
 Press the SERVICE OBSERVE button again to go back to LISTEN ONLY mode