AudioCodes 420HD User Manual
400hd series of high definition ip phones
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Also See for 420HD:
- Administrator's manual (336 pages) ,
- User manual (84 pages) ,
- Release notes (34 pages)
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Summary of Contents for AudioCodes 420HD
- Page 1 AudioCodes 400HD Series of High Definition IP Phones HD VoIP 420HD IP Phone User’s Manual 420HD IP Phone Version 2.2.8...
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Page 3: Table Of Contents
Contents Table of Contents Introducing the 420HD IP Phone ................11 About AudioCodes' Series of High Definition IP Phones ..........11 Complete Range of Phones ..................... 11 Cutting Edge Voice Quality & HD VoIP ................11 Setting up the Phone ....................13 Unpacking ........................ - Page 4 420HD IP Phone 4.12.2 Softkeys ..........................42 4.12.2.1 Programmable SoftKeys (PSKs) ................ 43 4.12.2.2 Configuring Softkeys ..................43 4.12.3 Deleting a Configured Softkey ................... 45 4.12.3.1 Configuring a Softkey as a Speed Dial............... 45 4.12.3.2 Configuring a Softkey as a Speed Dial + BLF ............ 45 4.12.4 Configuring a Navigation Key Position Function ...............
- Page 5 Logging Out ........................79 A.2.7 Configuring Do Not Disturb (DnD) ..................80 A.2.8 Configuring Automatic Forwarding ..................80 A.2.9 Listening in Capability for Call Center Supervisors ............80 A.2.10 Recording an Agent's Welcome Greeting ................81 Version 2.2.8 420HD IP Phone...
- Page 6 420HD IP Phone List of Figures Figure 2-1: Front View ............................14 Figure 2-2: Rear View ............................15 Figure 2-3: Cabling ............................16 Figure 3-1: LCD in Idle State ..........................19 Figure 3-2: LCD in Ongoing Call State ......................19 Figure 3-3: Menus .............................
- Page 7 Table 7-1: Troubleshooting ..........................67 Table A-1: Broadsoft-Softkey Display States and Command Menu Options ........... 70 Table A-2: Genesys-Softkey Display States and Command Menu Options ............ 76 Table A-3: Genesys Contact Center Phones' Newer BroadSoft-Style ACD ............ 77 Version 2.2.8 420HD IP Phone...
- Page 8 420HD IP Phone This page is intentionally left blank. User's Manual Document #: LTRT-11889...
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Page 9: Customer Support
Date Published: Feb-29-2016 Trademarks AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, Ipmedia, Mediant, MediaPack, What’s Inside Matters, OSN, SmartTAP, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP, 3GX, VocaNOM and CloudBond 365 are trademarks or registered trademarks of AudioCodes Limited All other products or trademarks are property of their respective owners. -
Page 10: Related Documentation
420HD IP Phone Related Documentation Document Name 400HD Series IP Phone Release Notes 400HD Series IP Phone Administrator's Manual 420HD IP Phone Quick Guide Document Revision Record LTRT Description 11887 Version 2.2.2. May 2015. 11888 Version 2.2.4. August 2015. 11889 Version 2.2.8. -
Page 11: Introducing The 420Hd Ip Phone
AudioCodes’ 420HD IP Phone is based on AudioCodes’ High Definition voice technology, providing clarity and a rich audio experience in Voice-over-IP (VoIP) calls. The 420HD is a two-line, two concurrent calls per line premium model which includes a large monochrome multi- language graphic LCD display. - Page 12 420HD IP Phone This page is intentionally left blank. User's Manual Document #: LTRT-11889...
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Page 13: Setting Up The Phone
2. Setting up the Phone 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) If anything appears to be missing or broken, contact the distributor from whom you purchased the phone for assistance. -
Page 14: Figure 2-1: Front View
420HD IP Phone Figure 2-1: Front View Table 2-1: Font View Description Item # Label/Name Description Ring LED Flashing blue light visually indicates an incoming call. Liquid Crystal Display - interactive screen displaying calling information, enabling you to set up phone features. -
Page 15: Rear View
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. Version 2.2.8 420HD IP Phone... -
Page 16: Cabling
420HD IP Phone Cabling This section shows how to cable your phone. Figure 2-3: Cabling 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. -
Page 17: Mounting The Phone
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. Revert the phone and stand it on the desktop. 2.4.1.1 Routing the Handset Cable The phone features a groove for routing the handset cable. Version 2.2.8 420HD IP Phone... -
Page 18: Mounting The Phone On A Wall
420HD IP Phone 2.4.2 Mounting the Phone on a Wall This section shows you how to mount the phone on a wall or wall plate. To mount the phone on a wall: Attach the stand of the phone for the purpose of a wall mounting: Detach the base. -
Page 19: Getting Started
To activate a softkey, press the key below it on the device. Day, Date and Tim The default softkeys in the idle screen (for more information, see Section 3.2). The default softkeys in the ongoing call state screen (for more information, see Section 3.2). Version 2.2.8 420HD IP Phone... -
Page 20: Default Softkeys
420HD IP Phone Default Softkeys The table below describes softkeys displayed in the LCD according to menu level currently accessed. To activate a softkey, press the key on the phone keypad, located below the screen, corresponding to the softkey. Note: Softkeys can also be customized. - Page 21 Displayed after a menu/submenu item to be edited is selected. Enables editing the selected item. Displayed you select the Detail softkey after selecting a call under a Call Log Delete submenu (e.g., under Missed Calls). Before deleting the call, a warning prompt is displayed. Version 2.2.8 420HD IP Phone...
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Page 22: Accessing Menus
420HD IP Phone Accessing Menus Menus are used to access information and to configure the phone. Example: Use Personal directory under Directory to add contacts; use Missed Calls under Call Log to view missed calls and reply to them; use Network Status under Status to view the phone's dynamic IP address. -
Page 23: Entering Numbers, Alphabetical Letters And Symbols
(Mandatory) Press the A/a/1 softkey successively to select alphabet mode lower case letters (abc) (see below). Press the 1 key on the keypad; a semi-colon is entered. Immediately press 1 again; a colon is entered. Immediately press 1 again; a period is entered. Version 2.2.8 420HD IP Phone... -
Page 24: Figure 3-6: Entering A Symbol Such As A Full Stop
420HD IP Phone To revert to numbers, for example, press the pound # key successively to choose 123 mode (see below). Figure 3-6: Entering a Symbol such as a Full Stop Successively pressing the 1 key produces: • ; (semi-colon) •... -
Page 25: Displayed Messages
DHCP server Note: The status of factory installed certificates is also displayed. The phone start up (boot) process now visually displays the following certificate status indications: • Installed • Self-Signed • Not-Installed Version 2.2.8 420HD IP Phone... -
Page 26: Document #: Ltrt
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Page 27: Customizing Your Phone
The LCD supports multiple languages. English is the default but you can change it to another. To change the default language: Access the Languages screen (MENU key > Settings > Language). Navigate to the language you require. Press the Select softkey. Press the Save softkey to apply your setting. Version 2.2.8 420HD IP Phone... -
Page 28: Selecting Ring Tone
420HD IP Phone Selecting Ring Tone The phone provides a selection of ring tones that you can choose from to indicate incoming calls. If line extensions are defined on your phone, you can assign a ring tone per line extension. -
Page 29: Enabling Call Waiting
Access the Call Waiting screen (MENU key > Settings > Call Waiting). Navigate to one of the following: • Disabled (disables call waiting) • Enabled (enables call waiting) Press the Select softkey. Press the Save softkey to apply your setting. Version 2.2.8 420HD IP Phone... -
Page 30: Setting Date And Time
420HD IP Phone Setting Date and Time You can manually set date and time displayed on the phone. If a Network Time Protocol (NTP) server is deployed and enabled by your administrator, however, then date and time are automatically retrieved over the Internet from the server and manually setting them will not be possible. -
Page 31: Changing Lcd Contrast Level
Access the LCD Contrast submenu (MENU key > Settings > LCD Contrast). Press the navigation control's left or right rim to navigate to the contrast level that suits you best. Press the Save softkey to apply your setting. Version 2.2.8 420HD IP Phone... -
Page 32: Setting The Lcd Backlight Timeout
420HD IP Phone Setting the LCD Backlight Timeout You can set the duration, in seconds, for which the phone’s backlight is lit when the phone is not being used (idle). After the duration expires, the backlight turns off. You can opt to have the backlight on all the time by selecting the Always on option. -
Page 33: Changing The Default Answer Device
To restart the phone: Access the Restart screen (MENU key > Settings > Restart). Select Restart and then in the warning prompt that is displayed, press the Yes softkey. Version 2.2.8 420HD IP Phone... -
Page 34: Adjusting Volume
420HD IP Phone Adjusting Volume You can adjust the volume of the phone's: Ring Tones (e.g., dial tone) Handset Speakerphone Headset 4.9.1 Adjusting Ring Volume You can adjust the volume of the ring indicating an incoming call. -
Page 35: Adjusting Handset Volume
You can adjust the volume of the headset during a call. After changing the volume, it applies to all subsequent headset use. To adjust the headset volume: During a call, press the HEADSET key. Press the VOL or VOL key: After adjusting the volume, the Headset Volume bar disappears from the screen. Version 2.2.8 420HD IP Phone... -
Page 36: Defining Call Forwarding
420HD IP Phone 4.10 Defining Call Forwarding This feature allows an incoming call to be automatically redirected to another phone number if a user-defined condition is met, e.g., if the line is busy. You can also define call forwarding per extension or for all extensions - if you've defined extensions. -
Page 37: Managing Your Personal Directory
To add a contact to the phone directory: Access the Personal directory. New contact: Select In the 'Modify contact' screen, key in the ‘Name’ of the new contact (see Section on page for information on alphanumeric modes). Version 2.2.8 420HD IP Phone... -
Page 38: Editing A Contact
420HD IP Phone Navigate down and key in the new contact's ‘Office’ number (see Section on page details). Optionally, navigate down and key in the new contact's ‘Home’ and ‘Mobile’ numbers as well. Press the Sp. Dial softkey to define a Speed Dial key to this contact (if required) and in the Assign to Speed Dial screen that opens, navigate to an Empty: Press the Select softkey;... -
Page 39: Deleting A Contact
John, as you press he 'j' key the directory locates contacts whose names begin with "j". As you key in the next letter, i.e., 'o', contacts whose names begin with 'jo' appear, etc. Version 2.2.8 420HD IP Phone... -
Page 40: Configuring Keys
420HD IP Phone 4.12 Configuring Keys This section shows how to configure keys. You can configure Function Keys, Soft Keys, and Navigation Keys. To perform keys configuration: Access the Keys Configuration screen (MENU key > Keys Configuration menu): 4.12.1 Configuring Function Keys [as Speed Dials] You can configure up to nine Function Keys as Speed Dials key for the 1-9 keys on the keypad. -
Page 41: Editing A Function Key Configured As A Speed Dial
Navigate to the configured speed dial to delete, and then press the Select softkey. In the ‘Type Number’ field, delete the entire number by pressing the Clear softkey. Press the Save softkey; 'Empty' is now displayed in the Function Keys screen. Version 2.2.8 420HD IP Phone... -
Page 42: Softkeys
420HD IP Phone 4.12.2 Softkeys Located under your phone's LCD are four configurable softkeys. The idle screen by default displays (from left to right) (Directory), Missed, Forward, and DnD softkeys: These four softkeys may be reconfigured with different key events or additional softkeys may be added. -
Page 43: Programmable Softkeys (Psks)
Access the Soft Keys screen (MENU key > Keys Configuration > Soft Keys): Select Directory; the following screen is displayed: The screen above indicates that softkey #1 is configured as Directory, i.e., • Configuring via Softkey Long press any softkey. Version 2.2.8 420HD IP Phone... -
Page 44: User's Manual
420HD IP Phone Notes: • The softkey button that is configured as a PSK and the 'More' button, when long pressed, do not open the softkey configuration mode. • You can configure softkeys via the phone UI only in the Idle state. -
Page 45: Deleting A Configured Softkey
4.12.3.2 Configuring a Softkey as a Speed Dial + BLF You can configure up to four softkeys as a Speed Dial + BLF. Note: Speed Dial + BLF is presently supported for specific third parties only (see under Appendix A.1.1 for details). Version 2.2.8 420HD IP Phone... -
Page 46: Configuring A Navigation Key Position Function
420HD IP Phone 4.12.4 Configuring a Navigation Key Position Function Each of the four positions of the navigation control button on the phone, i.e., Control Up, Control Down, Control Left, and Control Right, can be configured to perform one of the following five... -
Page 47: Removing A Configured Function
To remove a configured navigation control position function: Navigate to and select the configured navigation control position function you want to delete (Missed Calls, Received Calls, Dialed Calls, All Calls, or Directory). Navigate to and select <None>; the function is removed. Version 2.2.8 420HD IP Phone... -
Page 48: User's Manual
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Page 49: Performing Basic Operations
For advanced dialing using the phone directory, see Section 4.11 on page • For defining a speed dial key, see Section 4.12 on page 40. • For using multiple lines, see Section 6.11 on page 62. Version 2.2.8 420HD IP Phone... -
Page 50: Dialing
420HD IP Phone 5.2.1 Dialing You can dial in multiple ways. Either (1) key-in the number on the keypad or (2) press the speaker key and enter the number or (3) press the speaker key or lift the handset and press the URL softkey and enter host and domain name or IP address or alphabetical letters (e.g.,... -
Page 51: Dialing A Missed Call
Press the headset key (make sure the headset is connected to the phone) -OR- press the speaker key -OR- press the Accept softkey -OR- lift the handset: Note: HD in the LCD indicates a high-definition call (using a wideband voice coder). Version 2.2.8 420HD IP Phone... -
Page 52: Rejecting Incoming Calls
420HD IP Phone Rejecting Incoming Calls You can reject an incoming call; the caller hears a busy tone from your phone if you do. To reject an incoming call: Press the Reject softkey. Silencing Incoming Calls You can silence an incoming call's ringing. If you do, the caller hears normal ringing but no answer. -
Page 53: User's Manual
The call history lists are saved on a daily basis. In the case of a power outage, some of the received information may be lost. If you view missed calls by pressing the Missed softkey, the missed calls notification • disappears from the LCD. Version 2.2.8 420HD IP Phone... -
Page 54: User's Manual
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Page 55: Performing Advanced Operations
Press the CONTACTS key on the phone and then press the Select softkey to access the directory. Navigate to the contact to call (see also Section 4.11.5 on page 39). Press the Dial softkey or the OK key on the phone. Version 2.2.8 420HD IP Phone... -
Page 56: Enabling Auto Redial
420HD IP Phone Enabling Auto Redial If a called party is unavailable because, for example, they're busy, the caller's phone's LCD prompts Extension Busy. Activate auto redial on busy? If the caller presses the Yes softkey to the prompt, the busy extension is automatically redialed every n seconds (configurable by the caller). -
Page 57: Pressing A Speed Dial Key To Make A Call
A transfers caller B to C after caller C agrees to take the call from A. Semi-attended A transfers caller B to C before caller C answers the phone. Blind A sends a signal to B to refer the call to C. See the following sections for details on each. Version 2.2.8 420HD IP Phone... -
Page 58: Performing An Attended Transfer
420HD IP Phone 6.6.1 Performing an Attended Transfer You can perform an attended transfer using the Trans softkey or the TRANSFER key. Note: The Trans softkey is not available by default on the phone and must be configured in the configuration file. For more information, see the Administrator's Manual. -
Page 59: Performing A Semi-Attended Transfer
The requested extension 2440 is dialed: Anat waits for a dial tone and then presses the Trans. softkey or TRANSFER. The call from Brad is transferred to 2440: Anat presses OK and hangs up the phone before 2440 answers. Version 2.2.8 420HD IP Phone... -
Page 60: Performing A Blind Transfer
420HD IP Phone 6.6.3 Performing a Blind Transfer This section describes how to perform a blind transfer using the BLXfer softkey. Note: The BLXfer softkey is not available by default on the phone and must be configured in the configuration file. For more information, see the Administrator's Manual. -
Page 61: Hosting 3-Way Conference Calls
While the call is muted you can still hear the other party. Muting calls can also be used during conference calls. To mute/unmute a call: During a call, press the MUTE key. To unmute, press the MUTE key again and resume the conversation. Version 2.2.8 420HD IP Phone... -
Page 62: Activating Do Not Disturb
420HD IP Phone Activating Do Not Disturb The DnD feature stops the phone from ringing when others call you. If DnD is activated when someone calls you: The caller hears a tone indicating that your phone is busy. The call is blocked and the idle screen indicates 'Missed Calls'. -
Page 63: Using Two Lines
Directory and press the Dial softkey; the dialed number is called and the line on which the call is made is indicated in the screen. When the called party answers, this screen appears: Version 2.2.8 420HD IP Phone... -
Page 64: Making Two Calls On A Line
420HD IP Phone 6.11.3 Making Two Calls on a Line Up to two calls per line can be made. To make two calls on a line: Make a call on a line, for example, call M. After establishing this call, press the NEW CALL softkey;... -
Page 65: Toggling Between Calls On The Same Line
You can only end calls that are active, i.e., not on hold. To end an active call: Ensure that the call is active and not on hold. Press the End softkey or the SPEAKER key. Version 2.2.8 420HD IP Phone... -
Page 66: Logging Into A Remote Http/S Server
420HD IP Phone 6.12 Logging into a Remote HTTP/S Server When you attempt to download a new configuration file from the Provisioning server, you can optionally be prompted to enter the Provisioning server login credentials (username and password). This feature is useful when, for example, you are provisioning, and attempt to download a configuration file from a Provisioning server. -
Page 67: Troubleshooting
DHCP client address conflict can occur on a -OR- DHCP network if Exclude the static IP address from the DHCP scope you defined a on the DHCP server static IP address for a network device Version 2.2.8 420HD IP Phone... -
Page 68: User's Manual
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Page 69: A Specific Third-Party Features
The screen above shows: (two softkeys on the left) two phones busy in conversation (two softkeys on the right) two phones not busy A semi-full icon (not shown) indicates that the phone is ringing. Version 2.2.8 420HD IP Phone... -
Page 70: Softkey Display And Command Menu Options
420HD IP Phone A.1.2 Softkey Display and Command Menu Options The following tables show the different softkey display states and command menu options that are available according to your login state and the configured SIP server. Table A-1: Broadsoft-Softkey Display States and Command Menu Options... -
Page 71: Setting Unavailability Status
If you have just finished a session with a customer and wish to carry out administrative tasks related to the call, then press the ACW (After Call Work). The 'After Call' status is displayed on the phone's LCD. Version 2.2.8 420HD IP Phone... -
Page 72: Setting Availability Status
420HD IP Phone Setting Availability Status A.1.2.3 When you return to your desk after taking a break or after attending to an external issue, it's important to restore your status to 'Ready' and resume work. To restore your status to 'Ready': In the idle screen, press the Ready softkey;... -
Page 73: Configuring Do Not Disturb (Dnd)
Consult with your network administrator to enable this feature (see the Administrator's Manual for details). For example, the phone can be configured to ring 2r (2 rings), or 4r (4 rings), for example, before calls are forwarded. The setting can be changed according to user preference. Version 2.2.8 420HD IP Phone... -
Page 74: Automatically Receiving An External Line
420HD IP Phone A.1.7 Automatically Receiving an External Line The phone by default features automatic switching. Users do not need to press the 9 key, for example, in order to receive an external line; they can directly dial the number of the party they want. -
Page 75: Recording An Agent's Welcome Greeting
(max length: 10 seconds) When you finish recording, press the stop softkey Press the softkey to play back your recording. Press the Save softkey to save the recording. To delete the message select the Delete softkey. Version 2.2.8 420HD IP Phone... -
Page 76: Genesys' Contact Centers
420HD IP Phone Genesys' Contact Centers This section shows how to use AudioCodes IP phones in Genesys contact centers. Note: The section is intended mainly for agents / hotline operators. A.2.1 Softkey Display and Command Menu Options The following tables show the different softkey display states and command menu options that are available according to your login state and the configured SIP server. -
Page 77: Using The Newer Broadsoft-Style Acd
ACW (After Call Work) softkey. The 'After Call' status is displayed on the phone's LCD. The ACW feature allows Contact Center agents time to document a call after it ends. When in ACW state, the agent is on duty, but unavailable. Version 2.2.8 420HD IP Phone... -
Page 78: Presence Management
420HD IP Phone A.2.1.1.2 Setting Availability Status [Applies to Genesys Contact Center phones that feature the newer BroadSoft-Style ACD]. When you return to your desk after taking a break or after attending to an external issue, it's important to restore your status to 'Ready' and resume work. -
Page 79: Setting Unavailability Status
Logging Out At the end of your shift, log out of the phone. To log out of the phone: In the idle screen, press the Logout softkey; the Logged Out indication is displayed: Version 2.2.8 420HD IP Phone... -
Page 80: Configuring Do Not Disturb (Dnd)
420HD IP Phone A.2.7 Configuring Do Not Disturb (DnD) You can configure the phone so that no incoming calls will disturb you. To configure DnD: In the idle screen, press the softkey; the Command Menu opens. Scroll down and select the DnD option: In the idle screen to which you're returned, view the DnD indication. -
Page 81: Recording An Agent's Welcome Greeting
(max length: 10 seconds) When you finish recording, press the stop softkey Press the softkey to play back your recording. Press the Save softkey to save the recording. To delete the message select the Delete softkey. Version 2.2.8 420HD IP Phone... -
Page 82: User's Manual
AudioCodes 400HD Series of High Definition IP Phones HD VoIP 420HD IP Phone User’s Manual 420HD IP Phone Version 2.2.8 www.audiocodes.com...