Avaya INDeX 20CC User Manual
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Avaya INDeX 20CC User Manual

Avaya INDeX 20CC User Manual

Turret terminal
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Summary of Contents for Avaya INDeX 20CC

  • Page 1   ...

  • Page 2: Table Of Contents

    Transfer, Park & Hold Calls................19 Diverting Calls ....................21 DSS Keys ......................23 Manager-Secretary Working ................25 Manager-Secretary Setup ................27 Ringer Controls ....................29 Other Features ....................31 Turret Settings....................33 Voice Manager ....................35 Good Phone Usage..................37 Glossary ......................38 Index........................39 INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 3: Introduction

    Introduction – Page 3 Introduction Using This Guide This guide is for INDeX 20CC Turrets used on the INDeX telephone system operating under Software Release level 9.0. To check the Software Release level of your system, press ANSWER RELEASE and then PROGRAM. The phone displays the Software Release level.

  • Page 4: 20Cc Turret Features

    Page 4 - 20CC Turret Features 20CC Turret Features Introduction to 20CC Turrets The diagram shows the main features of an INDeX 20CC turret. "When at last this little instrument appeared, Display Lamp consisting, as it does, of parts everyone of which is...
  • Page 5 20CC Turret Features – Page 5 Headset Connection & Use The INDeX 20CC turrets are designed for headset use. Pressing ANSWER Headset RELEASE has the same effect as lifting or replacing the handset on a normal Barrier phone. Turret If headsets are connected via a MultiPurose Amplifier (MPA) box, the barrier box (supplied with the turret) must be used.

  • Page 6: Acd Working

    6. If not recognised, the turret displays NOT AGENT, either enter your number again or press DONE. Finishing Work - Logging Off Logging off stops you receiving ACD calls. To log off: 1. Press LOG ON/OFF. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...
  • Page 7 WAITING TIME: Displays the longest waiting call time. – CALL WAITING FROM: Displays the line on which the longest waiting call arrived (or extension if internal). – TIME: Returns to normal call display. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 8: Answering Calls

    In both cases the alarm can consist of ringing, music or a recording plus a displayed message. To answer an alarm: 1. Press CANCEL or ANSWER RELEASE. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 9: Answering Calls

    2. Enter the turret's passcode (see page 33). 3. The display shows the current pickup group (if set). 4. Press CANCEL and enter a new pickup group number. 5. Press PROGRAM to finish. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 10: Actions During A Call

    3. When you have entered the full code, press DONE. 4. If the system does not recognise the code, the turret displays REENTER ACCOUNT. Repeat the steps above. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...
  • Page 11 To park all the conference parties: 1. Press PARK (see page 20). To split a 3-way conference: 1. Press SPLIT to hold one caller and connect the other. 2. To switch between calls, press HOLD. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 12: Making Calls

    Automatic Calls - Hotline Operation Hotline operation allows a turret to automatically dial a number when left off- hook for a set period. Your System Manager or maintainer controls this feature. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...
  • Page 13 2. Dial the extension or group or press a DSS key (see page 23). 3. If busy or unavailable, the display shows options to wait or leave a message (see page 17). 4. Speak and then press ANSWER RELEASE. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 14 4. If NO MATCH is displayed, press PREVIOUS to go back one step or press ANSWER RELEASE to cancel 4. To dial the name/number shown, press CALL, otherwise to exit the INDeX Directory, press ANSWER RELEASE INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 15: Speed Dials, Pin & Account Codes

    Your System Manager will inform you if you have to add a different prefix before external numbers 5. When finished, press DONE. 6. Select another store or press PROGRAM to finish. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 16 2. When you have entered your PIN code, press DONE. 3. If the system does not recognise the code, your turret gives a constant tone. End your call attempt. 4. If the code is recognised your call can continue. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 17: Busy Or Unanswered

    1. Press CALLBACK (the option does not appear if you already have a callback set). 2. The system ends the call. 3. Your turret shows CALLBACK. To clear the Call Back: 1. Press CALLBACK again 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 18: Busy Or Unanswered

    Note: While monitoring, ACD turrets with Supervisor status also have an INTRUDE option. Pressing this connects them with the monitored extensions forming a conference call. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 19: Transfer, Park & Hold Calls

    To switch between calls, press HOLD. – – To conference, press CONFER (see page 11) – To transfer the held call, press ANSWER RELEASE. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 20 To select show free or ring if free: 1. Press PROGRAM and then SCROLL. Press CALLFREE. 2. Enter the turret's passcode (see page 33). 3. To change the current setting, press CHANGE. 4. Press PROGRAM to finish. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 21: Diverting Calls

    6. Press DONE and select another divert if required. 7. Press PROGRAM to finish. Switching Divert All On/Off Logging off switches Divert All on if set. Whilst on, all your calls go to the Divert All number. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 22: Diverting Calls

    4. The display shows FORWARD TO ? and the phone's current Divert All number (if set). 5. To change the forward, press CANCEL and enter the new number for diverting all calls. 6. Press DONE and then press PROGRAM to finish. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 23: Dss Keys

    DSS Keys – Page 23 DSS Keys Setting Up a DSS Key INDeX 20CC turrets have eight DSS keys along their right-hand edge. Each of DSS Keys - Alias: - Line keys. these can store a line or extension number. They allow you to dial the - F Keys.
  • Page 24 Word and other Microsoft programs that you use, typically it is the WINWORD or TEMPLATE directory). 2. Start Word. Select File and then New..3. From the list of templates select SDXLABEL. 4. Follow the instructions included within the template. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 25: Manager-Secretary Working

    (see page 28). 2. If the extension is busy, the turret displays the same options as for normal calls (see page 17). 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 26 3. Select the option to change; NOCALLS or DIVERT (DIVERT does not appear if the extension does not have a Divert All number set). 4. The Soft DSS display shows the new status. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 27: Manager-Secretary Setup

    If you have entered all the extension, press DONE. 5. Press USAGE. Press CHANGE until the setting required appears and then press DONE. 6. Press PROGRAM to finish. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 28 2. Enter the turret's passcode (see page 33). 3. Press USAGE. The display shows the current setting. 4. To change the current usage, press CHANGE. 5. Press PROGRAM to finish. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 29: Ringer Controls

    3. Press SCROLL and then press EXTERNAL or INTERNAL. The display shows the current setting. 4. To change the ringer mode, press CHANGE to select ON, OFF or AUTO ANSWER (internal only). 5. Press PROGRAM to finish. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 30: Ringer Controls

    3. Press TIMEOUT. The display shows the current setting. 4. Press CANCEL and enter the new timeout in seconds. The normal value of 10 seconds is equal to 3 rings. 5. Press PROGRAM to finish. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 31: Other Features

    To do this, press RECORD during the call. Depending on how the feature has been set, it may give warning pips to indicate that you are recording the call. The recording is placed into your voice mailbox (see page 35). 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 32: Other Features

    1. During a call, press PROGRAM, the turret displays the software installed on your system (To do this without making a call, just press ANSWER RELEASE first). 2. Press SCROLL to return to the normal display. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 33: Turret Settings

    2. Enter the turret's passcode (see page 33). 3. The display shows the NO MUSIC or BACKGROUND MUSIC. 4. To change the current setting press CHANGE. 5. Press DONE to continue or press PROGRAM to finish. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 34 (not on a call) for the longest. The system rings the turret for the time set by its ringer timeout before trying the next available agent (see page 30). INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 35: Voice Manager

    3. When you hear the Voice Manager respond, press #. 4. Enter your mailbox ID. And then your mailbox password if requested. 5. Use the MF keys shown to control the messages. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 36: Voice Manager

    1234, 0000 or your extension number. – To alter your greeting, select PERM MSG. – To alter your mailbox name, select NAME. 4. When finished press ANSWER RELEASE. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 37: Good Phone Usage

    New Yorker Magazine 1937. – If cut-off, callback as soon as possible. – If the extension diverts to Voice Mail, leave a message. Do not hold for the operator unless urgent. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...

  • Page 38: Glossary

    A name for functions that help one user to make and different extensions and lines. Calls between tenancies receive calls for transfer to another user. are normally not allowed. Tenancies sub-divide into areas. INDeX 20CC User's Guide 38DHB0002UKCM - Issue 2 January 2000...

  • Page 39: Index

    "So essential did I consider an Index to be to every book, that I proposed to bring a Bill into parliament to deprive an author who publishes a book without an Index of the privilege of copyright ; and, moreover, to subject him, for his offence, to a pecuniary penalty" Lord Chief Justice Baron Campbell 1861. 38DHB0002UKCM - Issue 2 January 2000 INDeX 20CC User's Guide...
  • Page 40 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Lucent Technologies before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion.

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