Allworx 9204 User Manual
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Allworx 9204 User Manual

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Allworx
Phone Model 9204/9204G User Guide
Version: N Updated February 14, 2019

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  • Page 1 ® Allworx Phone Model 9204/9204G User Guide Version: N Updated February 14, 2019...
  • Page 3 Allworx® Phone Model 9204/9204G User Guide...
  • Page 4 The software may not be copied, decompiled, reverse-engineered, disassembled, or otherwise reduced to human-perceivable form. This is not the sale of the software or any copy of the software; all right, title, ownership of the software remains with Allworx or its vendors. Warranty...
  • Page 5 Updated Overview > Function Buttons > Hold section. Rename Interact CLID to TSP Driver Caller ID. My Allworx Manager - added reference to My Allworx Manager User Guide. Added Audio Message Center navigation tables. +1 866 ALLWORX * +1 585 421 3850 Page iii www.allworx.com...
  • Page 6 Added NOTE to: Overview > Programmable Function Keys > Contact. 06-JUL-2017 Clarified definition of Redial throughout document. 26-JUL-2017 Updated Allworx Message Center > Access Audio Message Center 5-JAN-2018 Updated Settings > Phone Preferences > TSP Driver Caller ID 2-OCT-2018 Removed Legacy Allworx System Software information.

  • Page 7: Table Of Contents

    3.4 - My Allworx Manager ........
  • Page 8 5.8 - Allworx Message Center ........
  • Page 9 Appendix A - Abbreviations ......... . 49 +1 866 ALLWORX * +1 585 421 3850 Page vii www.allworx.com...
  • Page 10 Allworx Phone Model 9204/9204G User Guide Page viii +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 11: Chapter 1 Introduction

    Chapter 1 Introduction The Allworx 9204 and 9204G IP phones consists of a graphic LCD screen, four soft keys, ten function buttons, and four programmable function keys (PFKs) for users to manage phone calls. Unpack the Allworx phone and applicable accessories, identify each item in the checklist and inspect for missing items.

  • Page 12: Equipment Requirements

    This guide is available at: www.allworx.com. User Guide Allworx Reach for The guide is specific to the Allworx Reach for iOS smart phone app and describes the features iOS User Guide within the application. This guide is available at: www.allworx.com.

  • Page 13: Chapter 2 - Setup

    Allworx Phone Model 9204/9204G User Guide Chapter 2 Setup Connect the Phone Do not connect the phone to an analog phone line. This may cause damage to the Allworx phone, which Caution: voids the warranty. To connect the phone: Connect the cables to the jacks on the back of the phone.

  • Page 14: Adjust The Phone Angle

    Locate the phone volume bar. Do not lift the handset or turn on speaker phone. Press the volume bar – (decrease) or + (increase) to adjust the incoming ring audio level. The phone plays the audio tone. Page 4 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 15: Wall Mounting (Optional)

    Allworx phone flush to the wall surface. Leviton 4108W-0SP Remove the Allworx phone base and mount the phone over the mounting plate studs. All power and RJ-45 cable connections should exit between the phone back and the wall, and then routed to the network connection and/or a power connection.
  • Page 16 Allworx Phone Model 9204/9204G User Guide Page 6 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 17: Chapter 3 Overview

    The phone LCD screen backlight turns off after 2 minutes of inactivity. To turn it on, lift the handset off the hook or press a button. In addition to English, the Allworx phone supports Canadian French and Castilian Spanish on the phone display. Contact the Allworx Server Administrator to configure the phone to display the preferred language;...

  • Page 18: Buttons

    SPEAKER Provides hands-free use of the phone. The SPEAKER button changes to solid green while in use. Allworx users can toggle between the speaker and the handset. NOTE: The speaker phone does not work while using a headset. See “Headset ” on page 15.

  • Page 19: Programmable Function Keys (Pfk)

    Allworx Phone Model 9204/9204G User Guide Programmable Function Keys (PFK) The Programmable Function Key is a short cut to a specific 9204 or 9204G IP phone feature. The Allworx Server Administrator configures the PFKs. Feature Description ACD Appearance Service calls in ACD queues. Users log in and out of ACD queues with this PFK. When logged in, the user can receive and answer calls from ACD queues.
  • Page 20 Enables transferring external calls to external numbers without tying up CO lines connected to the Allworx server (only available on Allworx 6x, 6x 12, or 48x servers). Contact Immediately dial or transfer a call to the Allworx User, System, or Public contact number assigned to the PFK. See “Contacts” on page 23 for more information.
  • Page 21 Monitor calls assigned to a single parking orbit or multiple parking orbits. The Park Monitor programmable button LED lights if there is a call waiting in one of the parking orbits. The Allworx Server Administrator defines the parking orbit numbers to monitor as well as the reminder to ring the phone if the call has been parked longer than the specified time limit.

  • Page 22: My Allworx Manager

    Allworx Server Administrator to cancel the operation. Shared Call Appearance PFKs display consecutively on the PFK configuration page, the Allworx Server Administrator can move the assignments to different PFKs limited only by the constraints within the particular handset model.

  • Page 23: Chapter 4 Operation

    Chapter 4 Operation The 9204 and 9204G IP phone users can manage active calls as well as the Presence and DND settings. Audio Path Options Users can place or answer a call using one of the options below. After selecting an option, the Call Appearance (default line in use) lights green.

  • Page 24: Place A Call

    Press the SILENT soft key to stop the audible ringing, the phone displays the incoming call information, and the PFK continues to flash until the user answers the call or the caller hangs up. 1. Digits may vary. Check the phone functions tab of the My Allworx Manager page or contact the Allworx Server Administrator.

  • Page 25: End A Call

    Headset Press the SPEAKER button to activate the headset, and then press the SPEAKER button again to disconnect the call. The Allworx Server Administrator can create a PFK to activate the headset instead of using the Note: SPEAKER button. Directory Dialing Press the UP / DOWN scroll keys to view a list of all User Extensions, System Extensions, and Personal Speed Dial numbers by Name or Description.

  • Page 26: Mute/Dnd

    Temporarily place the call in a waiting state by pressing the HOLD function button. The Appearance PFK LED flashes green to indicate a held call. If the Allworx Server Administrator enables the Music on Hold feature, callers on hold hear music.

  • Page 27: Park

    Parked calls: dial the parking orbit number. 4.12 Park Place a call on a system-wide hold location so that another phone can retrieve the call. The Allworx 92xx IP phone series does not support the Park to Extension feature available on Allworx System Software 8.5 or higher.

  • Page 28: Viewing Parked Calls

    Allworx Phone Model 9204/9204G User Guide 4.12.1 Viewing Parked Calls The Allworx System enables viewing the parked calls by pressing the PARK button. The Allworx phone displays a list of currently parked calls (including the caller ID number of the parked caller, the parked call orbit number - not a recipient extension, and the duration of the parked call).

  • Page 29: Reminder Period

    To retrieve a parked call from a line appearance: When on an active call using the Line Appearance PFK and placing the call in Park, only Allworx Users with the same Line Appearance PFK can retrieve the call by pressing the blinking Line Appearance PFK.
  • Page 30 Announced (Attended) Transfer: user talks to the transfer recipient prior to transferring a call to that extension. • VMAIL: user sends the call immediate to the assigned voicemail extension (Allworx users only). • Quick Transfer - press one of the following PFKs: •...

  • Page 31: Conference

    Hang up, press the TRANSFER button, or press the XFER softkey. 4.14 Conference The 9204 and 9204G IP phones provide the ability to set up conferences between three parties (3-way conferences) or four parties (4-way conferences). To connect a 4-way conference, the system requires at least three Call Appearance PFKs.

  • Page 32: Missed Calls

    The MUTE/DND button flashes amber to indicate a presence setting other than “In Office”. Page 22 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 33: Chapter 5 Features

    My Allworx Manager page or contact the Allworx Server Administrator for the actual dialed-digits. Contacts User, System, and Public Contacts are available to dial on the Allworx 9204 and 9204G IP phone. • User and System contacts – phones with an internal Allworx extension assigned.

  • Page 34: User / Resource Extensions

    For sites that use Ring All Queuing, the phone automatically logs into the Queue after power up or users can log in to and out of queues. If the Allworx Server Administrator enables Music on Hold for the queue, queued callers hear music.
  • Page 35 To monitor Call Queues with Programmable Function Keys: With the Queue Alarm PFK, any Allworx 92xx IP phone can display the alerts of queue activity levels. The Queue Alarm PFK monitors threshold values for longest wait time and/or number of calls in the queues.

  • Page 36: Automatic Call Distribution (Acd) Queuing

    Agents log in to ACD queues using an ACD Appearance Programmable Function Key (PFK) configured on Allworx IP phones. The ACD queues do not use the Queue Appearance PFKs described above. However, ACD agent phones can use Queue Appearance PFKs to indicate calls in the queue. Use the PFK only to retrieve calls still in the queue, before distributing to the agents.
  • Page 37 Enter the assigned Allworx PIN. Use the dial pad and soft key buttons to enter and edit the PIN. The ACD Appearance PFK LED turns off when the logged in agent is ready to receive calls. The PFK is amber when the queue is idle and the logged in agent is the only available agent.
  • Page 38 My Allworx Manager page to determine what feature extensions to use. If the agent does not answer the call within the maximum number of rings, the Allworx system automatically sets the agent to unavailable (No Answer) and does not receive any additional calls.

  • Page 39: Shared Call Appearance

    Shared Call Appearances support three distinct types of hold behavior: • Shared Hold - any handset using the Shared Call Appearance can retrieve the call on hold. The Allworx server software does not support including a call on a shared hold in phone-hosted Note: conferences.

  • Page 40: Call Routes

    Shared Call Appearance, i.e., a non-Shared Call Appearance phone picks up a call and places it on hold, it is a “normal” hold and not one of the Shared Call Appearance hold types. Page 30 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 41: Active Calls

    It does not ring all handsets in the Shared Call Appearance. The Shared Call Appearance PFK light goes out and the call is no longer on the Shared Call Appearance. +1 866 ALLWORX * +1 585 421 3850 Page 31 www.allworx.com...

  • Page 42: Allworx Message Center

    The Allworx Message Center provides unified messaging for Allworx users. The Allworx administrator configures the access and management of voicemail messages. When a new voicemail message is available, the 9204 and 9204G IP phone displays the number of new messages on the LCD screen, and the Messages function button lights red.
  • Page 43 “To manage voicemail messages:” on page 34 for more options. Send a message. • Enter the extension or alias to forward the message. The Allworx system plays the selected user’s number and name, and then prompts for another extension. • Select one of the options: •...
  • Page 44 Log in to the Audio Message Center and play the message. Select an option from the table below to manage the voicemail. Options 1 and 9 are only available if an Allworx user left the voicemail message. The Allworx system automatically saves the voicemail messages unless the user specifically chooses to delete the message.
  • Page 45 + extension - digits Note: may vary per system. Please check phone functions tab of the My Allworx Manager page or consult with the Allworx administrator. Digits may vary per system. Please check phone functions tab of the My Allworx Manager page or consult Note: the Allworx administrator.
  • Page 46 Presence function button. The Presence menu displays. Scroll to the presence setting, and then press the Select button. Change the recording of your name The Allworx system plays the current name recording for review. Select one of the following options: Key Option Key Option...
  • Page 47 Pause for 3 seconds, and end the greeting. Change your PIN • Users have an Allworx PIN and an Allworx password. The PIN is for Hot Desk logins, Message Center, ACD Queues, and Reach application. The password is for logging into My Allworx Manager, Interact, and the Allworx Admin page.
  • Page 48 For <alternate language>* To return to the previous menu To listen to these choices again * Changes the language heard for the prompts. Follow the prompts to continue changing the Allworx system recordings. Page 38 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com...

  • Page 49: Ring Groups

    Allworx Phone Model 9204/9204G User Guide Ring Groups The Allworx Server Administrator creates and programs the Ring Groups and defines the PFKs on each Allworx phone for one or more Ring Groups. Call Monitor PFK State Off (not lit) Call Monitor is idle, no incoming call.
  • Page 50 Allworx Phone Model 9204/9204G User Guide Page 40 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 51: Chapter 6 - Phone Configuration

    The Personal Speed Dial Number enables Allworx users to dial a number directly (i.e. dial a phone number) or on an active call (i.e. enter a verification code). Allworx users can create up to 10 Personal Speed Dial numbers on the 92xx IP phone series as dialing short cuts to frequently used numbers.

  • Page 52: Preferences

    • Enabled incoming call. • Disabled Auto Retrieve Calls Retrieve the on hold call automatically when taking handset off • Enabled call. • Disabled Page 42 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...
  • Page 53 • Handset Disabled • Headset Disabled • Both Disabled TSP Driver Caller ID Controls the Caller ID display in the Allworx TSP driver. • Calling Party Info • DNIS Information Messages Button Set the MESSAGE button function.

  • Page 54: Reboot The Phone

    Allworx Phone Model 9204/9204G User Guide Reboot the Phone On occasion, it may be necessary to reboot the phone. For example, when the Allworx Server Administrator makes changes to the phone configuration. Do not reboot the phone unless instructed to do so by the Allworx Server Administrator.

  • Page 55: Clear Call History

    Select the YES soft key to clear call history or NO to cancel the changes. Refresh Directory If new users or extensions have been set up on the Allworx server, the on-phone directory automatically updates after some delay. To update the directory immediately: Press the CONFIG soft key, and use the UP / DOWN scroll keys to highlight the Refresh Directory option.
  • Page 56 Allworx Phone Model 9204/9204G User Guide Page 46 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...

  • Page 57: Chapter 7 Regulatory Notices

    Communications. Le present appareil numerique n'emet pas de bruits radioelectriques depassant les limites applicables aux appareils numeriques de la class B prescrites dans le Reglement sur le brouillage radioelectrique +1 866 ALLWORX * +1 585 421 3850 Page 47 www.allworx.com...
  • Page 58 A Power over Ethernet (PoE) supply – This product adheres to IEEE 802.3af standard for Power over Ethernet (PoE). An Allworx-approved Limited Power Source, 24 VDC, 400 mA – The optional wall mount switching Power Supply has the following specifications: Input Voltage is 100-240VAC, 50/60Hz, 450mA.

  • Page 59: Appendix A - Abbreviations

    Automated Call Distribution Busy Lamp Field Do Not Disturb Private Branch Exchange Programmable Function Key Power Over Ethernet VoIP Voice over Internet Protocol +1 866 ALLWORX * +1 585 421 3850 Page 49 www.allworx.com Version: N Updated: February 14, 2019...
  • Page 60 Allworx Phone Model 9204/9204G User Guide Page 50 +1 866 ALLWORX * +1 585 421 3850 www.allworx.com Version: N Updated: February 14, 2019...
  • Page 62 Toll Free +1 866 ALLWORX • +1 585 421 3850 www.allworx.com Revised: February 14, 2019...

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