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

User Guide

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Table of Contents
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Summary of Contents for Avaya 2420

  • Page 1: User Guide

    Avaya Campus MICHIGAN STATE UNIVERSITY Telecommunication Systems Avaya 2420 User Guide...
  • Page 2 M I C H I G A N S T A T E U N I V E R S I T Y Avaya 2420 Telephone User Guide Michigan State University Telecommunication Systems W110 Public Safety East Lansing, MI 48824-1219 Phone 517.353.5515 •...
  • Page 3: Table Of Contents

    Table of Contents   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 ...
  • Page 4 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      4   ...
  • Page 5: Telephone Components

    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.
  • Page 6: The Home Screen

    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.
  • Page 7: Call Appearance And Call Identification Displays

    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.) Press Move to the next or other Home screen page Return to Page 1 of the Home at any time screen...
  • Page 8: Status Icons

    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”...
  • Page 9: Answer, Place, And End A Call

    Feature on side of the display currently is active. Feature 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.
  • Page 10: Hold

    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.   To change from the headset to the speakerphone:  1. Press the Speaker button.   To change from the handset to the speakerphone:  1. Press the Speaker button. 2. Hang up the handset.  ...
  • Page 11: Transfer

    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.
  • Page 12: Working In The Speed Dial Screen

    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.
  • Page 13 Add an entry to the speed dial The Add softkey list Change information stored in The Edit softkey the speed dial list Delete an entry from the speed The Delete softkey dial list Return to the Home screen in The Done softkey which you were working previously Return to the Home screen...
  • Page 14 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.
  • Page 15 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.
  • Page 16: Abbreviated Dialing

    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.
  • Page 17 Select an option The associated button Return to the Home screen in The Done softkey which you were working previously 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.
  • Page 18 To return to the Options screen, press the Done softkey. To return to the Home screen, press the Exit button.   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.
  • Page 19: Call Log

    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.
  • Page 20: Working In The Call Log Screens

    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 Press View information about a The button associated with the entry...
  • Page 21: Message

    2. Press the Log softkey. 3. Use the Arrow keys to scroll through the Call Log Summary pages. 4. To view information about a specific entry, press the button corresponding to the entry. 5. Press the Exit button to return to the Home screen.  ...
  • Page 22: Send All Calls

    To retrieve messages from your own phone:  1. Press the Messages button. 2. Enter your passcode when prompted. 3. Follow the directions to playback and delete messages in your mailbox. To retrieve messages from a campus phone other than your own:  1. Dial 2-2100. 2. When it asks for your passcode, press *. 3. Enter your 5-digit campus phone number. 4.
  • Page 23: Call Park

    3. Hang up.   To cancel Call Forwarding:  1. Press the Call Fwd button again (while on-hook). or, Dial the Call Forward Cancel code #2 (while off-hook). Call Park Allows you to put a call on hold at your telephone, for retrieval at any extension. The call parking feature must be administered by MSU Telecom Systems.
  • Page 24: -- Acd Agent Instructions

    or, Dial the Call Pickup code *7. -- ACD Agent Instructions -- Agent Login To log in as an ACD agent:  1. Press Login if you have an Abbreviated Dialing (AD) button with the login access code stored on it. {dial tone} 2. Dial your login-ID number. (If you hear a confirmation tone, skip the next step.) {confirmation tone} Your answering position is now staffed.
  • Page 25: Display Features

    2. Press Available. The Unavailable light goes off. The Available light goes on. 3. Listen for an audible ring, then press the ringing call appearance button or lift the handset. If you are using a headset, press the headset button and then press the line button of the incoming call.
  • Page 26 caller. Service Observing can be used for training purposes to help new agents handle successive ACD calls or to evaluate service. You can also use this feature to monitor a VDN. When you observe a VDN, you are connected to the next available call at that VDN.
  • Page 27: Adding A Skill Or Changing A Skill Priority

    6. When you are through observing, hang up or press Release. Note: An optional warning tone is available (on a per-system basis) to alert the agent and caller that an observer is about to be added to the connection. This feature option is administered by the system manager.
  • Page 28: Removing An Agent From A Skill Assignment

    {dial tone} 6. Dial 1 if the added or changed skill is to be a primary skill; dial 2 if the added or changed skill is to be a secondary skill. If the new skill is valid and your entry is accepted, you hear confirmation tone.  ...
  • Page 29: Bridged Appearance

    To record, playback, or delete ACD announcements:  1. Dial the Recorded Announcements feature access code: #1 followed by the extension assigned to integrated announcements. If an announcement session is already active or a Save or Restore is in progress, you hear reorder tone. 2. When you hear dial tone, do one of the following: Note: If you hear recall dial tone rather than normal dial tone, more than 90% of the announcement board memory has been used.
  • Page 30: Directory

    Note: If the bridged appearance rings on your phone, this step is not necessary; you will automatically be connected to call when you answer. 2. The speakerphone will activate when the call appearance button is pressed or you can pick up the handset. Directory To search the directory for a name: ...
  • Page 31 Using the Label Action screen, you can customize the labels of the call appearance/feature buttons on the telephone, view the labels of the call appearance/feature buttons on the call processing system, and restore the system labels of all the call appearance/feature buttons. You can access this screen by pressing the Label softkey at the Home screen.
  • Page 32 Note: You can use the Arrow keys to locate the label you want to edit. 4. Press the feature button on the telephone corresponding to the label you want to edit. 5. Using the dialpad, edit the label. You can enter up to 13 characters. 6.
  • Page 33 To return to the Label Action screen without erasing the custom labels, press the Cancel softkey. To return to the Home screen without erasing the custom labels and restoring the system labels, press the Exit button.   33   ...

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