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Genesys 420HD User Manual

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420HD IP Phone
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  • Page 1 420HD IP Phone User’s Guide...
  • Page 2 Copyright © 2016 Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys is the world's leading provider of customer service and contact software - with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of...

  • Page 3: Table Of Contents

    Contents Table of Contents Introducing the 420HD IP Phone ................9 About Genesys' Series of High Definition IP Phones ............9 Complete Range of Phones .................... 9 Cutting Edge Voice Quality & HD VoIP ................9 Setting up the Phone ....................11 Unpacking ........................
  • Page 4 4.12.2 Softkeys ..........................33 4.12.2.1 Programmable SoftKeys (PSKs) ................ 34 4.12.2.2 Configuring Softkeys ..................35 4.12.3 Deleting a Configured Softkey ................... 36 4.12.3.1 Configuring a Softkey as a Speed Dial............... 36 4.12.3.2 Configuring a Softkey as a Speed Dial + BLF ............ 37 4.12.4 Configuring a Navigation Key Position Function ...............
  • Page 5 Logging Out ........................69 A.2.7 Configuring Do Not Disturb (DnD) ..................70 A.2.8 Configuring Automatic Forwarding ..................70 A.2.9 Listening in Capability for Call Center Supervisors ............70 A.2.10 Recording an Agent's Welcome Greeting ................71 Genesys 420HD IP Phone User's ManualVersion 2.2.8...
  • Page 6 List of Figures Figure 2-1: Front View ............................12 Figure 2-2: Rear View ............................13 Figure 2-3: Cabling ............................14 Figure 3-1: LCD in Idle State ..........................17 Figure 3-2: LCD in Ongoing Call State ......................17 Figure 3-3: Menus ............................. 19 Figure 3-4: Alphanumerical Selection .......................
  • Page 7 Table 7-1: Troubleshooting ..........................57 Table A-1: Broadsoft-Softkey Display States and Command Menu Options ........... 60 Table A-2: Genesys-Softkey Display States and Command Menu Options ............ 66 Table A-3: Genesys Contact Center Phones' Newer BroadSoft-Style ACD ............ 67 Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 8: Customer Support

    However, due to ongoing product improvements, Genesys cannot guarantee accuracy of printed material after the Date Published nor can it accept responsibility for errors or omissions. Updates to this document and other documents as well as software updates can be viewed on the Genesys documentation site at docs.genesys.com.

  • Page 9: Introducing The 420Hd Ip Phone

    LCD display. The 420HD IP Phone is a fully-featured telephone that provides voice communication over an IP network, allowing you to place and receive phone calls, put calls on hold, transfer calls, make conference calls, etc.
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  • Page 11: Setting Up The Phone

    Use the graphics below to identify and familiarize yourself with the device's hardware functions. 2.2.1 Front View The front view of the phone is shown in Figure 2-1 and described in Table 2-1. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 12: Figure 2-1: Front View

    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. Softkeys See Section 3.2.

  • Page 13: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 14: Cabling

    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. Connect the RJ-45 LAN port to your LAN network (LAN port or LAN switch/router), using a CAT 5 / 5e Ethernet cable Connect the RJ-45 PC port to a computer, using a CAT 5 / 5e straight-through Ethernet cable...

  • Page 15: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 16: Mounting The Phone On A Wall

    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 17: 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 3.23.2). The default softkeys in the ongoing call state screen (for more information, see Section 3.23.2). Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 18: Default Softkeys

    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. For more information, see Section 4.12.2. Table 3-3: Default Softkeys for all Menus Softkey Description...

  • Page 19: Accessing Menus

    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. The figure below shows the phone's menus and submenus. Figure 3-3: Menus Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 20: Entering Numbers, Alphabetical Letters And Symbols

    If you define a second extension line, the Call Log menu displays menu items per extension. The Soft Keys item under the Keys Configuration menu is not displayed on IP phones in a Genesys or Broadsoft environment when the Automatic Call Distribution (ACD) feature is enabled . ...

  • Page 21: Figure 3-6: Entering A Symbol Such As A Full Stop

    # (pound) $ (dollar) % (percentage) ^ (caret) & (ampersand) + (plus) (minus) _ (underscore) Note that you can also use the star key to enter a fullstop, asterisk (*) symbol, and @ symbol. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 22: Displayed Messages

    Displayed Messages Messages indicating processes in progress, displayed in the LCD, include: Table 3-4: Messages Displayed on LCD Indicating Processes In Progress Message Description Initializing Initializing Discovering LLDP Discovering Link Layer Discovery Protocol (LLDP) for initialization Discovering CDP Discovering Cisco Discovery Protocol (CDP) for initialization Acquiring IP Acquiring an IP address from a DHCP server...

  • Page 23: Customizing Your Phone

    (see Section 4.9.1). A few seconds after adjusting the volume level, the Ringer Volume indication is hidden. Press the Select softkey. Press the Save softkey to apply your setting. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 24: Enabling Call Waiting

    Enabling Call Waiting You can enable or disable the call waiting feature.  To enable or disable 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.

  • Page 25: Changing Lcd Contrast Level

    You can change the default answer device. The default answer device is the speaker.  To change the default to handset or headset: Access the Answer Device screen (MENU key > Settings > Answer Device). Navigate to Speaker or Headset, and then press the Select softkey. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 26: Restarting The Phone

    Press the Save softkey to apply the setting. Restarting the Phone You can restart the phone. You can use this feature to initially troubleshoot a phone issue (for example), as you do with a pc issue.  To restart the phone: Access the Restart screen (MENU key >...

  • Page 27: Adjusting Handset Volume

     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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 28: Defining Call Forwarding

    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 29: Managing Your Personal Directory

    To add a contact to the phone directory: Access the Personal directory. Select New contact: In the 'Modify contact' screen, key in the ‘Name’ of the new contact (see Section on page for information on alphanumeric modes). Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 30: Editing A Contact

    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 31: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 32: Configuring Keys

    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 33: Editing A Function Key Configured As A Speed Dial

    For other call states such as Hold and Conference, softkeys cannot be configured. When the Automatic Call Distribution (ACD) feature is enabled, you cannot configure softkeys (see the Administrator's Manual). The following table describes the key events that can be assigned to softkeys. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 34: Programmable Softkeys (Psks)

    Table 4-1: Configurable Softkeys Softkey Description Received Calls Displays a list of all received calls. Dialed Calls Displays a list of all dialed calls. All Calls Displays a list of all calls (dialed and received). Speed Dial Lets you configure a softkey as a speed dial (see Section 4.12.3.1) Speed Dial + BLF Let's you configure a softkey as a speed dial + BLF (see Section 4.12.3.2) Transfer (Trans)

  • Page 35: Configuring Softkeys

    Or use the navigation control buttons to move to Navigate down to an Empty key and select Press the navigation control’s left or right rim to navigate to and select Key Event: In the ‘Key Label’ field, define an identifier that you’ll easily identify in the LCD, e.g., 'Dialed': Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 36: Deleting A Configured Softkey

    Navigate down to the ‘Key Event’ field and then press the navigation control’s left or right rim to navigate to and select the Key Event you want to define, for example, ‘Dialed Calls’: Press the Save softkey; the LCD reverts to idle mode displaying the ‘Dialed’ Key Event you defined ('Dialed', in this example): 4.12.3 Deleting a Configured Softkey This section shows how to delete a configured softkey.

  • Page 37: Configuring A Softkey As A Speed Dial + Blf

    Press the Select softkey; the key position is now configured: The user will be able to press the upper rim of the navigation control button on their phone in order to display Missed Calls on the phone's LCD screen. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 38: Removing A Configured Function

    To configure another navigation control button position as a function, navigate down to the next <None>, and then press the Select softkey; the Control Down navigation control button positon opens: Navigate to and select the next function you want to configure, e.g., Received Calls. The user will be able to press the lower rim of the navigation control button on their phone in order to display Received Calls on the phone's LCD screen.

  • Page 39: 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 32. For using multiple lines, see Section 6.11 on page 52. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 40: Dialing

    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., tvservice).

  • Page 41: 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). Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 42: Rejecting Incoming Calls

    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 43 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...
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  • Page 45: 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 31). Press the Dial softkey or the OK key on the phone. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 46: Enabling Auto Redial

    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 47: Pressing A Speed Dial Key To Make A Call

    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. Genesys may use different terms for the transfer features among Genesys product docs including Workspace User’s Guide : instant voice transfer (blind) and consultation transfer (attended/semi-attended).
  • Page 48 Anat answers the call from Brad: Anat uses one of the following methods to transfer the call to a third-party destination: Selects the Trans. softkey (use the More button to navigate to it if required) Presses the TRANSFER key on the phone. Music on Hold is played to Brad.

  • Page 49: Performing A Semi-Attended Transfer

    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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 50: Performing A Blind Transfer

    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 51: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 52: Activating Do Not Disturb

    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 53: 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: Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 54: Making Two Calls On A Line

    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 55: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 56: Logging Into A Remote Http/S Server

    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 57: Troubleshooting

    -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 Genesys 420HD IP Phone User's ManualVersion 2.2.8...
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  • Page 59: A Specific Third-Party Features

     (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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 60: Softkey Display And Command Menu Options

    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 State Softkeys Displayed Command Menu...

  • Page 61: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 62: Setting Availability Status

    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 63: 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. Genesys 420HD IP Phone User's ManualVersion 2.2.8...

  • Page 64: Automatically Receiving An External Line

    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 65: Recording An Agent's Welcome Greeting

    An agent's recorded voice greeting welcomes callers to the service they’re seeking. For example: Thanks for contacting Julie at Genesys, how can I assist you? Note: Before using this feature, your network administrator must enable it. For more information, see the Administrator's Manual.

  • Page 66: Genesys' Contact Centers

    Genesys' Contact Centers This section shows how to use Genesys 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 67: Using The Newer Broadsoft-Style Acd

     A.2.1.1.1 Setting Unavailability Status [Applies to Genesys Contact Center phones that feature the newer BroadSoft-Style ACD]. In the course of a shift, you may need to leave your desk for a break or to attend to other issues. Before leaving your desk, change your status to 'Not Ready' (unavailable) so that incoming calls to the Contact Center will not be sent to you.

  • Page 68: Presence Management

    For more information, see the Administrator's Manual. A.2.3 Logging In This section shows you how to log in to the Genesys Call Center SIP server. Log in immediately after starting a shift.  To log in to the phone: When the phone's LCD is in idle mode (Logged Out), press the Login softkey;...

  • Page 69: Setting Unavailability Status

    A.2.4 Setting Unavailability Status [Applies to Genesys Contact Center phones that do not feature the newer BroadSoft-Style ACD]. In the course of a shift, you may need to leave your desk for a break or to attend to other issues.

  • Page 70: Configuring Do Not Disturb (Dnd)

    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 71: Recording An Agent's Welcome Greeting

    Note: Before using this feature, your network administrator must enable it. For more information, see the Administrator's Manual. The other option is to use Genesys SIP Server personal greeting feature. The feature  Allows agents to record greetings directly on the phones ...
  • Page 72 Genesys 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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