1. Manuals
  2. Brands
  3. Genesys Manuals
  4. IP Phone
  5. AudioCodes 420HD
  6. User manual

Genesys 420HD User Manual

Hide thumbs Also See for 420HD:
Table of Contents

Advertisement

Quick Links

Download this manual See also: Administrator's Manual, User Manual
420HD IP Phone
User's Guide

Advertisement

Table of Contents
loading
Need help?

Need help?

Do you have a question about the 420HD and is the answer not in the manual?

Questions and answers

Related Manuals for Genesys 420HD

Summary of Contents for Genesys 420HD

  • Page 1 420HD IP Phone User’s Guide...
  • Page 2 Copyright © 2014 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 customer...

  • Page 3: Table Of Contents

    List of Figures..................6 List of Tables ..................7 Preface Preface ....................9 About the 420HD IP Phone ..............9 Making Comments on This Document ............ 10 Contacting Genesys Customer Care ............10 Document Version Number ..............10 Chapter 1 Overview ....................
  • Page 4 Answering Waiting Calls ................. 52 Placing Calls On Hold................53 Calling a Contact Listed in the Directory ..........53 Using a Speed Dial Key to Make a Call ..........54 Transferring Calls ................... 54 Attended Transfer ................55 420HD IP Phone...
  • Page 5 Answering Calls ................. 63 Ending Calls ................... 63 Chapter 7 Using IP Phones in Genesys Contact Centers ........64 Logging in ....................64 Changing your Status from 'Ready' to 'Not Ready' ......... 65 Restoring your Status from 'Not Ready' to 'Ready' ......... 65 Logging out ....................
  • Page 6 LCD Screen in Idle State ................... 21 F igure 7: Menus ........................24 F igure 8: Alphanumerical Selection ................. 25 F igure 9: Selected Alphanumerical Mode (Abc) ............. 26 F igure 10: Entering a Symbol such as a Full Stop ............26 420HD IP Phone...
  • Page 7 Table of Contents List of Tables Table 1: Font View Description ..................15 Table 2: Rear View Description ..................16 Table 3: Cabling Procedure ..................... 17 Table 4: LCD Screen in Idle State ................... 22 Table 5: Softkeys ......................22 Table 6: Messages Displayed on LCD Screen Indicating Processes In Progress ..

  • Page 9: Preface

    Preface Preface Welcome to the 420HD IP Phone User’s Guide. This guide shows users how to use the many features and functions of the Genesys 420 HD IP Phone. Note: Pursuant to the WEEE EU Directive, electronic and electrical waste must not be disposed of with unsorted waste.

  • Page 10: Making Comments On This Document

    If you especially like or dislike anything about this document, feel free to e-mail your Techpubs.webadmin@genesys.com comments to When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you. Contacting Genesys Customer Care...

  • Page 11: Overview

    Genesys 420HD IP Phone is based on High Definition voice technology, providing clarity and a rich audio experience in Voice-over-IP (VoIP) calls. The 420HD is a 2-line, 2 concurrent calls per line premium model which includes a large monochrome multi-language graphic LCD display.

  • Page 12: Setting Up The Phone

    Chapter 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) User’s Guide...

  • Page 13: Device Description

    Chapter 2: Setting Up the Phone Device Description If anything appears to be missing or broken, contact the distributor from whom you purchased the phone for assistance. Device Description Use the graphics below to identify and familiarize yourself with the device's hardware functions.

  • Page 14: F Igure 1: Front View

    Chapter 2: Setting Up the Phone Device Description F igure 1: Front View 420HD IP Phone...

  • Page 15: Table 1: Font View Description

    Chapter 2: Setting Up the Phone Device Description Table 1: Font View Description Item # Label/Name Description Ring LED Flashing blue light visually indicates an incoming call. LCD Screen Interactive screen displaying calling information, enabling you to set up phone features. Softkeys See page for details on the four softkeys and the available functions...

  • Page 16: Table 2: Rear View Description

    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. 420HD IP Phone...

  • Page 17: Table 3: Cabling Procedure

    Chapter 2: Setting Up the Phone Device Description Cabling Here's how you cable your phone. F igure 3: Cabling Table 3: Cabling Procedure 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...

  • Page 18: Mounting The Phone

    Revert the phone and stand it on the desktop. Routing the Handset Cable The phone features a groove for routing the handset cable as shown in the next Figure 4. 420HD IP Phone...

  • Page 19: Wall Mounting

    Chapter 2: Setting Up the Phone Mounting the Phone F igure 4: Routing the Handset Cable Wall Mounting 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 20 Thread two screws (not supplied) into the two masonary anchors; ensure that the heads extend sufficiently (about 3/16 inch or 5 mm from the wall) for the phone stand's keyhole slots to hang on. Hang the phone stand's keyhole slots on these screws 420HD IP Phone...

  • Page 21: Getting Started

    Chapter Getting Started Overview Your phone features an LCD screen, providing an intuitive, menu-driven user interface for configuring the phone and viewing call information. This section shows how to use the phone’s LCD screen. LCD Screen in Idle State The figure below shows the phone’s LCD screen in idle state. Use the table below as reference.

  • Page 22: Table 4: Lcd Screen In Idle State

    Enables keying a number or URL and calling them. Conf Displayed after a number is dialed and the call is answered on the other side. Also shown after a call is answered. Enables keying a number or URL to include in the current call. 420HD IP Phone...
  • Page 23 Chapter 3: Getting Started Softkeys Softkey Description Transf. Displayed after a number is dialed and the call is answered on the other side. Also shown after a call is answered. Enables keying a number or URL to transfer the call to. Displayed after lifting the handset, after selecting New Call, Conf or Trans, and after keying key.

  • Page 24: Accessing Menus

    Notes: • The Administration menu is intended for system administrators only. It is password protected. For information regarding this menu, refer to the 420HD IP Phone Administrator’s Guide. • If you define a second extension line, the Call Log menu displays menu items per extension.

  • Page 25: Entering Numbers, Alphabetical Letters And Symbols

    Chapter 3: Getting Started Entering Numbers, Alphabetical Letters and Symbols  To navigate to menus and items:  Press the navigating control's upper and lower rim -OR- press the listed item's number on the keypad, e.g., press 3 to navigate to Speed Dial. ...

  • Page 26: F Igure 9: Selected Alphanumerical Mode (Abc)

    . (period) • (at) • (pound) • $ (dollar) • % (percentage) • ^ (caret) • & (ampersand) • (plus) • (minus) • (underscore) Note that the asterisk (*) symbol is entered directly using the star key. 420HD IP Phone...

  • Page 27: Table 6: Messages Displayed On Lcd Screen Indicating Processes In Progress

    Chapter 3: Getting Started Displayed Messages Displayed Messages Messages indicating processes in progress, displayed in the LCD screen, include: Table 6: Messages Displayed on LCD Screen 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...
  • Page 28 Chapter 3: Getting Started Displayed Messages 420HD IP Phone...

  • Page 29: Chapter 4 Customizing Your Phone

    Chapter Customizing Your Phone Overview This section shows you how to customize your phone for enhanced usability. Changing the LCD Screen Language The LCD screen supports multiple languages. English is the default but you can change it to another.  To change the default: Access the Languages screen (MENU key >...

  • Page 30: Selecting Ring Tone

    Set ring tone volume by pressing the VOL or VOL key: A few seconds after adjusting the volume level the Ringer Volume indication is hidden. Press the Select softkey to apply your settings. Press the Save softkey to save your settings. 420HD IP Phone...

  • Page 31: Setting Date And Time

    Notes: • It's recommended to implement an NTP server which is configured by your system administrator (see the 420HD IP Phone Administrator’s Guide). • If you're manually setting date and time, i.e., no NTP server is deployed, then after rebooting the phone or powering off, date and time settings are not retained. Thus, if you reboot the phone or power off, you need to redefine date and time.

  • Page 32: Changing Lcd Screen Contrast Level

    You can define the duration, in seconds, for which the phone’s backlight is lit when the phone is not being used (idle). After this duration expires, the backlight turns off. You can also opt to have the backlight on all the time by selecting the Always on option. 420HD IP Phone...

  • Page 33: Selecting Audio Device

    Chapter 4: Customizing Your Phone Selecting Audio Device  To define the LCD screen’s backlight timeout: Access the Backlight Timeout screen (MENU key > Settings menu > Backlight Timeout submenu). Press the navigation control's upper or lower rim to navigate to and select Always on or 10 seconds or 60 seconds).

  • Page 34: Adjusting Volume

    Off-hook the phone (using handset, speaker or headset). Press the VOL or VOL keyboard key; the Tones Volume bar displays on the screen: Press the VOL or VOL key to adjust the volume. After adjusting, the Tones Volume bar disappears from the screen. 420HD IP Phone...
  • Page 35 Chapter 4: Customizing Your Phone Selecting Audio Device Adjusting Handset Volume The volume of the handset can be adjusted during a call or when making a call. After changing the volume, the newly adjusted level applies to all subsequent handset use. ...

  • Page 36: Enabling Call Waiting

    Press the navigation control's upper or lower rim to select: • Disable (disables call waiting) -OR- • Enable (enables call waiting) Press the Select softkey to apply your settings. Press the Save softkey to save your settings. 420HD IP Phone...

  • Page 37: Defining Call Forwarding

    Chapter 4: Customizing Your Phone Defining Call Forwarding Defining Call Forwarding This feature enables you to automatically redirect an incoming call to another phone number if a user-defined condition is met, e.g., if the line is busy. You can also define a call forwarding rule per extension or for all extensions - if you've defined extensions.

  • Page 38: Managing Your Personal Directory

    • Your phone also features a Corporate Directory, set up by your system administrator by loading a file or using the LDAP (Lightweight Directory Access Protocol) server (see the 420HD IP Phone Administrator’s Guide). • Corporate Directory contacts in your phone cannot be edited or deleted.

  • Page 39: Adding Contacts To The Personal Directory

    Chapter 4: Customizing Your Phone Managing Your Personal Directory Adding Contacts to the Personal Directory This section shows how to add a contact to the Personal Directory. You can enter the contact's home number, office number and/or mobile number. You can also assign a speed dial key to a contact (you can assign keys 1 to 9 to up to 9 contacts).

  • Page 40: Editing Contact Information

    Deleting a Contact This section shows how to delete a contact from the directory.  To delete a contact: Access the Personal directory and navigate to the contact to delete: Press the Detail softkey; the contact details are shown. 420HD IP Phone...

  • Page 41: Searching For A Contact

    Chapter 4: Customizing Your Phone Managing Your Personal Directory Press the Delete softkey; a 'Delete current contact?' warning message appears: Press the Yes softkey to remove the contact from the phone directory or No if you want to keep the contact in the directory; the contact is removed from the directory. Note: Corporate directory contacts cannot be deleted.

  • Page 42: Defining A Speed Dial Key

    • Speed Dial #9 = lowermost speed dial key on your phone Assign a phone number to the key: • Define the phone number: a. In the ‘Type Number’ field, enter the phone number that you want to assign to the speed dial key: 420HD IP Phone...

  • Page 43: Editing A Speed Dial Assignment

    Chapter 4: Customizing Your Phone Defining a Speed Dial Key b. Press the Save softkey to save your settings. • -OR- assign a contact from the phone directory: a. Navigate to ‘Select from directory’ and press the Select softkey; the phone directory is displayed listing all contacts: b.
  • Page 44 Chapter 4: Customizing Your Phone Defining a Speed Dial Key 420HD IP Phone...

  • Page 45: Chapter 5 Performing Basic Operations

    Chapter Performing Basic Operations Using Audio Devices You can use one of the following audio devices on the phone for speaking and listening:  Handset: To make a call or answer a call, lift the handset off the cradle.  Speaker (hands-free mode).

  • Page 46: Dialing

    Press the speaker key or lift the handset; the LCD screen displays the NEW CALL field and the URL softkey: Press the URL softkey and enter a URL address, pressing the # key to toggle alphabetical letters and numerals (see page 25). To delete (from right to left) 420HD IP Phone...

  • Page 47: Redialing

    Chapter 5: Performing Basic Operations Making Calls entered letters/numerals, press the Clear softkey. To cancel the call, press the Cancel softkey. Press the Dial softkey. Redialing You can redial a number previously dialed.  To redial: Press the REDIAL key; the Dialed Calls screen is displayed, listing in chronological order, recently dialed numbers: Select the number to redial by pressing the navigation control's upper or lower rim.

  • Page 48: Answering Calls

    Note: HD in the LCD screen indicates a high-definition call (using a wideband voice coder). 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. 420HD IP Phone...

  • Page 49: Silencing Incoming Calls

    Chapter 5: Performing Basic Operations Viewing Missed, Received and Dialed Calls Silencing Incoming Calls You can silence an incoming call's ringing. When you do, the caller hears normal ringing but no answer.  To silence the ringing of an incoming call: ...
  • Page 50 Save = saves the related information about the call entry in the personal directory (for adding a contact in the directory, Section on page 38). Detail = accesses the Call Details screen, which displays details of the call entry: 420HD IP Phone...
  • Page 51 Chapter 5: Performing Basic Operations Viewing Missed, Received and Dialed Calls The Call Details screen displays the following logged call information: Number = phone number logged Time = the time the call was logged Date = the date on which the call was logged Duration = the duration of the call Notes: •...

  • Page 52: Chapter 6 Performing Advanced Operations

    . Chapter Performing Advanced Operations Answering Waiting Calls You can accept a call on an extension on which there already is an active call. Here's how you answer a waiting call:  A call with Mike is in progress on LINE 1 = call in progress ...

  • Page 53: Placing Calls On Hold

    Chapter 6: Performing Advanced Operations Placing Calls On Hold To toggle between the calls, press the navigation control's upper or lower rim. Note: To enable / disable the call waiting feature, see page 36. Placing Calls On Hold You can place a call on hold, to answer a second incoming call (see page 52) or to make another call.

  • Page 54: Using A Speed Dial Key To Make A Call

    Trans to transfer Phone 3 to Phone 4 and you resume your original call with Phone 2. Note that your phone supports Blind Transfer only when one line is configured on it, not when two lines are configured. 420HD IP Phone...

  • Page 55: Attended Transfer

    Chapter 6: Performing Advanced Operations Transferring Calls Attended Transfer Here's how to perform an attended transfer.  To perform an attended transfer: If during an established call with Abbey she asks you to transfer her to Mike, press the Trans softkey; the New Call screen is displayed: Enter Mike's number or press the Personal directory softkey to select Mike, and then press the now-enabled Dial softkey;...

  • Page 56: Blind Transfer

    If during an established call with John an incoming call from Abbey is indicated, accept it; John is automatically put on hold. Abbey requests to be transferred to Mike. Press the Trans softkey; this screen is displayed: Enter Mike's number or press the Personal directory softkey to select Mike. 420HD IP Phone...

  • Page 57: Hosting 3-Way Conference Calls

    Chapter 6: Performing Advanced Operations Hosting 3‐Way Conference Calls Press the now-displayed Trans softkey; Mike's phone rings and Abbey is transferred; this screen is displayed: Press the Resume softkey; resume your original call with John. Hosting 3‐Way Conference Calls Here's how you make a 3-way conference call with two other parties. ...

  • Page 58: Muting Calls

    Press the DnD softkey and select All Extensions or a specific line on which to activate DnD, and press the Select softkey; the screen displays an icon Ө adjacent to the extension line/s indicating that incoming calls on them are blocked: 420HD IP Phone...

  • Page 59: Retrieving Voice Mail Messages

    1000 and 2000. Note: Only your phone/network administrator can configure the two lines. See the 420HD IP Phone Administrator’s Guide for detailed information. User’s Guide...

  • Page 60: Choosing A Line

    When the called party answers, this screen appears: Making Two Calls on a Line Up to two calls per line can be made. Here's how to make two calls on a line. 420HD IP Phone...

  • Page 61: Making Multiple Line Calls

    Chapter 6: Performing Advanced Operations Using Two Lines  To make two calls on a line: Call Mike on line 1000 as shown above. After establishing this call, press the New Call softkey; the call with Mike is automatically put on hold and the NEW CALL screen is displayed: Enter a second party's phone number or press the softkey to select their entry in...

  • Page 62: Toggling Between Multiple-Line Calls

     To toggle between multiple-line calls:  Press the navigation control's upper or lower rim to select the conversation to resume and press the Resume softkey. 420HD IP Phone...

  • Page 63: Toggling Between Calls On The Same Line

    Chapter 6: Performing Advanced Operations Ending Calls Toggling Between Calls on the Same Line Here's how to toggle between two calls on the same line. How you do it depends on whether the first-placed call is active or the second-placed call is active. ...

  • Page 64: Chapter 7 Using Ip Phones In Genesys Contact Centers

    Using IP Phones in Genesys Contact Centers This chapter shows agents how to use Genesys IP phones in Genesys contact centers. Logging in This section shows you how to log in to the phone. Log in immediately after starting a shift.

  • Page 65: Changing Your Status From 'Ready' To 'Not Ready

    Chapter 7: Using IP Phones in Genesys Contact Centers Changing your Status from 'Ready' to 'Not Ready' Changing your Status from 'Ready' to 'Not Ready' In the course of a shift, you may need to leave your desk for a break or to attend to other issues.

  • Page 66: Configuring Automatic Forwarding

    Chapter 7: Using IP Phones in Genesys Contact Centers Configuring Automatic Forwarding Configuring Automatic Forwarding When you leave your workstation you can configure the phone so that any incoming calls will be forwarded.  To configure automatic forwarding: In the idle screen, press the softkey;...

  • Page 67: Configuring 3 Rd Party Call Control (3Pcc)

    Chapter 7: Using IP Phones in Genesys Contact Centers Configuring 3rd Party Call Control (3PCC) Configuring 3 Party Call Control (3PCC) The 3PCC feature lets users control phones remotely from computer applications. 3PCC always supports the following functions:  MakeCall (call initiation/setup) ...

  • Page 68: Chapter 8 Troubleshooting

    Chapter Troubleshooting Use this chapter if a problem with your phone occurs. If this chapter does not facilitate resolving the issue, contact your system administrator. User’s Guide...

  • Page 69: Table 9: Troubleshooting

    Chapter 8: Troubleshooting Configuring 3rd Party Call Control (3PCC) Table 9: Troubleshooting Symptom Problem Corrective Procedure  Verify that the AC/DC power adapter is attached Phone is off Phone is not firmly to the DC input on the rear of the phone. (no LCD displays receiving power ...

Table of Contents