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Summary of Contents for Genesys 405
- Page 1 405/405HD IP Phones User’s Guide (for PureEngage)
- Page 2 Each product has its own documentation for online viewing at the Genesys Documentation website or on the Documentation Library DVD, which is available f rom Genesys upon request. For more information, contact your sales representative. Notice Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Labora tories, Inc.
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Page 3: Table Of Contents
User’s Guide Contents Table of Contents Introducing the 405 / 405HD IP Phone ............... 8 Features Common to All Genesys IP Phones ..............8 IP Contact Centers ......................8 Enterprise IP Telephony ....................9 Setting up the Phone ....................10 Unpacking ........................ - Page 4 6.11.6 Ending Calls ........................52 6.12 Logging into a Remote HTTP/S Server ................. 52 Troubleshooting ......................54 Specific Third-Party Features ................... 56 Genesys' Contact Centers .................... 56 A.1.1 Using the BroadSoft ACD ....................56 A.1.1.1 Setting Unavailability Status ................56 A.1.1.2...
- Page 5 User's Guide Contents A.1.3 Logging In .......................... 57 A.1.4 Logging Out ........................58 A.1.5 Configuring Do Not Disturb (DnD) ..................58 A.1.6 Configuring Automatic Forwarding ..................58 A.1.7 Listening in Capability for Call Center Supervisors ............59 A.1.8 Recording an Agent's Welcome Greeting ................59 User's Guide...
- Page 6 Table 3-2: Softkeys ............................16 Table 3-3: Messages Displayed on LCD Indicating Processes In Progress ............ 21 Table 4-1: Softkey Functionalities ........................35 Table 7-1: Troubleshooting ..........................54 Table A-2: Genesys Contact Center Phones' BroadSoft ACD ................. 56 405/405HD IP Phone...
- Page 7 Preface Welcome to the 405 / 405HD IP Phone User’s Guide. This guide shows users how to use the many features and functions of the Genesys 405 / 405HD IP Phone. Note: Pursuant to the WEEE EU Directive, electronic and electrical waste must not be disposed of with unsorted waste.
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Page 8: Introducing The 405 / 405Hd Ip Phone
Introducing the 405 / 405HD IP Phone The 405 / 405HD SIP IP Phone is a low-cost, entry-level IP phone designed to offer the essential everyday features that the modern business environment demands. Features include: Graphical, backlit multi-lingual LCD (132 X 64) ... -
Page 9: Enterprise Ip Telephony
1. Introducing the 405 / 405HD IP Phone Enterprise IP Telephony Genesys IP phones offer reliable, high quality communications for users of on-premises, open source and hosted IP PBXs. Their wide range of essential business features, reliability and proven interoperability makes them the perfect choice for any SIP-based environment, from SOHO up to large enterprises. -
Page 10: Setting Up The Phone
Setting up the Phone Unpacking When unpacking, ensure that the following items are present and undamaged: 405 and 405HD 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 11: Figure 2-1: Front View
User's Guide 2. Setting up the Phone Figure 2-1: Front View Table 2-1: Font View Description Item # Label/Name Description Liquid Crystal Display - interactive screen displaying calling information, enabling you to set up phone features. Ring LED Flashing green light indicates an incoming call. See Section on page for details on the four softkeys and the... -
Page 12: Rear View
405/405HD IP Phone Item # Label/Name Description VOICE MAIL Retrieves voice mail messages. CONTACTS Press to directly access the Personal directory. REDIAL Accesses recently dialed numbers; one can be selected to redial. HOLD Places an active call on hold. HEADSET Activates a call using an external headset. -
Page 13: Figure 2-2: Rear View
User's Guide 2. Setting up the Phone Figure 2-2: Rear View Table 2-2: Rear View Description (from L-R) Label Description 12V DC power jack that connects to the AC power adapter. RJ-45 port for connecting the phone to a PC (10/100 Mbps downlink). Internet RJ-45 port to connect to the Ethernet LAN cable for the LAN connection (uplink - 10/100 Mbps). -
Page 14: Cabling
405/405HD IP Phone Cabling The table below shows how to cable your phone. Table 2-3: Cabling Step Description Connect the handset cord's shorter straight end to the handset. Connect the longer, straight end to the jack on the phone. Connect the RJ-45 Internet port to your LAN network (LAN port or LAN switch/router), using a CAT 5 / 5e Ethernet cable. -
Page 15: Mounting On A Wall
User's Guide 2. Setting up the Phone 2.4.2 Mounting on a Wall ➢ To mount the phone on a wall: Hook the phone's two rear notches (see B below) onto wall mounting screws. Pull out the handset's cradle clip, which is by default in desktop mounting position, invert it, and then push it back in. -
Page 16: Getting Started
Selects a menu or menu option. Identical to the OK key. Either can be used. Back Displayed for example after pressing the MENU key as well as after selecting any of the submenu's under it. Returns you to the previous screen state or menu level. 405/405HD IP Phone... -
Page 17: Accessing Menus
User's Guide 3. Getting Started Softkey Description Dial Displayed after a number is keyed, a directory contact is selected, or a logged call is selected. Dials the phone number / directory contact / logged call. Save Saves settings. Detail Displayed after a number is keyed, a directory contact is selected, or a logged call is selected. -
Page 18: Figure 3-2: Menus
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. 405/405HD IP Phone... -
Page 19: Entering Numbers, Alphabetical Letters And Symbols
User's Guide 3. Getting Started ➢ To access the menus: Press the MENU key located on the device. ➢ 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 Keys Configuration. - Page 20 405/405HD IP Phone ➢ To enter a symbol such as a period (full stop): Press the # key on the phone to change the mode from numerical 123, as shown in the figure below, to alphabet mode lower case letters abc: Press the 1 key on the keypad successively until a period (full stop) is entered.
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Page 21: Displayed Messages
User's Guide 3. Getting Started • > (greater than) • (comma) • (forward slash) Note that you can also use the star key to enter a full stop, asterisk (*) symbol, and @ symbol. Displayed Messages Messages indicating processes in progress, displayed in the LCD, include: Table 3-3: Messages Displayed on LCD Indicating Processes In Progress Message Description... - Page 22 405/405HD IP Phone Note: The status of factory installed certificates is also displayed. The phone start up (boot) process visually displays the following certificate status indications: • Installed • Self-Signed • Not-Installed 405/405HD IP Phone...
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Page 23: Customizing Your Phone
Customizing Your Phone You can customize your phone for enhanced usability. Selecting Language 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. -
Page 24: Enabling Call Waiting
405/405HD IP Phone Press the Save softkey to apply your setting. 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). -
Page 25: Changing Lcd Contrast Level
User's Guide 4. Customizing Your Phone Navigate to the Time format option. Press the navigation control's left rim to change the format from 24h to 12h if required, or press the Select soft key. Press the Save softkey to apply your setting. Changing LCD Contrast Level The phone's LCD supports 0-30 contrast levels. -
Page 26: Changing The Default Answer Device
405/405HD IP Phone Changing the Default Answer Device 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). -
Page 27: Adjusting Tones Volume
User's Guide 4. Customizing Your Phone ➢ To adjust ring volume: When the phone is in idle state (i.e., not in use), press the - or + key; the Ringer Volume bar is displayed on the screen: Press the - or + key on the phone to adjust the volume. -
Page 28: Adjusting Headset Volume
405/405HD IP Phone After adjusting the volume, the Speaker Volume bar disappears from the screen. 4.9.5 Adjusting Headset Volume You can adjust the volume of the headset during a call. After changing the volume, it applies to all subsequent headset use. -
Page 29: Managing Your Personal Directory
User's Guide 4. Customizing Your Phone • Number To Forward: enter the number to which to forward the call. • Select from Directory: navigate to this option and then select an existing contact to whom to forward the call. • Scroll down to select a destination from the history of numbers previously forwarded to. -
Page 30: Adding Contacts To The Personal Directory
405/405HD IP Phone Press the Select softkey: You can add a new contact to the directory, edit or modify an existing contact's information, delete a contact, or search for a contact. 4.11.2 Adding Contacts to the Personal Directory You can add a contact to the Personal Directory. You can enter the contact's ... -
Page 31: Editing A Contact
User's Guide 4. Customizing Your Phone whom you assigned to the speed dial key, and then press the Detail softkey; in the 'Contact details' screen that opens, navigate down to the configured speed dial and press the Edit softkey: Navigate down to the contact's number and press the Clear softkey to modify the number. Press the Sp.Dial softkey to reassign the contact to another speed dial key if required. -
Page 32: Searching For A Contact
405/405HD IP Phone ➢ To delete a contact: Access the Personal directory and navigate to the contact to delete: Press the Detail softkey; the contact details are shown. 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;... -
Page 33: Configuring Speed Dial Keys
User's Guide 4. Customizing Your Phone 4.12.1 Configuring Speed Dial Keys Note: Section 4.11.2 also shows how to configure speed dial keys, but when adding a new contact to the Personal Directory or modifying an existing contact's details. You can choose whichever way suits you to configure speed dial keys. -
Page 34: Editing A Speed Dial
405/405HD IP Phone Select the contact and then press the Save softkey; the new speed dial key is created and shown in the Speed Dial screen. 4.13 Editing a Speed Dial You can edit a speed dial. ➢ To edit a speed dial: Access the Speed Dial screen (MENU key >... -
Page 35: Deleting A Configured Softkey
User's Guide 4. Customizing Your Phone On the phone, press the navigation control's right rim ► to navigate to and select a softkey functionality. Table 4-1: Softkey Functionalities Softkey Functionality Description <None> No functionality is assigned to the softkey. Press the softkey to display the Corporate and Personal Directories. Missed Calls Press the softkey to display missed calls. -
Page 36: Configuring A Softkey As A Speed Dial + Blf
405/405HD IP Phone Navigate to and select Speed Dial and then in the Soft Key # screen that opens, enter the telephone number to assign the speed dial to and press the Save softkey. View the speed dial displayed in the idle screen (press Back after saving). -
Page 37: Removing A Configured Function
User's Guide 4. Customizing Your Phone 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. To configure another navigation control button position as a function, navigate down to the next <None>, and then press the Select softkey;... -
Page 38: Performing Basic Operations
405/405HD IP Phone Performing Basic Operations This section shows how to perform basic phone operations. Using VocaNOM for Direct Voice-Dialing Your network administrator can configure VocaNOM functionality on your phone if you require it. The phone is directly integrated with AudioCodes' VocaNOM services to allow voice dialing to any other user in same corporate directory. -
Page 39: Dialing
User's Guide 5. Performing Basic Operations LCD indications: ➢ To end dialing a call before it's answered: Press the End softkey or the speaker key. Note: • For advanced dialing using the phone directory, see Section 4.11. • For defining a speed dial key, see Section 4.12. -
Page 40: Redialing
405/405HD IP Phone 5.3.2 Redialing You can redial a number previously dialed. ➢ To redial a number previously dialed: Press the REDIAL key on the phone; the Dialed Calls screen is displayed, listing in chronological order, recently dialed numbers: Navigate to the number to redial. -
Page 41: Rejecting Incoming Calls
User's Guide 5. Performing Basic Operations Or press the headset key: Or press the speaker key: If you press the Accept softkey, the configured Answer Device (MENU key > Settings > Speaker / Headset) is activated. Rejecting Incoming Calls You can reject an incoming call;... -
Page 42: Viewing Missed, Received And Dialed Calls
405/405HD IP Phone Press the headset key -OR- Press the speaker key -OR- Press the End softkey Viewing Missed, Received and Dialed Calls Your phone logs missed, received and dialed calls. In idle state, the LCD displays the number of missed calls (if any) above the Missed softkey: ➢... - Page 43 User's Guide 5. Performing Basic Operations If multiple missed calls were from the same caller, the count is shown in parenthesis adjacent to the caller's name. In the above example, (3) missed calls were from John. Press the softkey you need: Dial = dials the number of the selected logged entry.
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Page 44: Performing Advanced Operations
Calling a Contact Listed in the Directory You can call a contact listed in your directory. ➢ To call a contact listed in your directory: Press the CONTACTS key on the phone and then press the Select softkey to access the 405/405HD IP Phone... -
Page 45: Enabling Auto Redial
User's Guide 6. Performing Advanced Operations Personal directory. Navigate to the contact to call (see also Section 4.11.5 on page 32). Press the Dial softkey or the OK key on the 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. -
Page 46: Pressing A Speed Dial Key To Make A Call
405/405HD IP Phone Enter the interval you require and then press the Apply softkey. Pressing a Speed Dial Key to Make a Call You can press a Speed Dial key (1-9 on the phone's keypad) to make a call. See Section 4.12... -
Page 47: Semi- Attended Transfer
User's Guide 6. Performing Advanced Operations Consult with Sue, and then press the Trans softkey; John is transferred to Sue. 6.6.2 Semi- Attended Transfer You can perform a semi-attended transfer. ➢ To perform a semi-attended transfer: In a call with John he asks you to connect him to Sue. Press the New Call softkey: Enter Sue's number (8888) or press the Personal directory softkey to find her, and then press the Dial softkey;... -
Page 48: Hosting 3-Way Conference Calls
405/405HD IP Phone In the 'TRANSFER TO' field enter Sue's number, and then press the Trans softkey. Hosting 3‐Way Conference Calls You can make a 3-way conference call with two other parties. ➢ To make a 3‐way conference call: Call the first participant; the call is established: Press the Conf softkey;... -
Page 49: Muting Calls
User's Guide 6. Performing Advanced Operations Muting Calls You can mute the microphone of the handset, headset, or speakerphone during a call so that the other party cannot hear you. While the call is muted you can still hear the other party. Muting calls can also be used during conference calls. -
Page 50: Retrieving Voice Mail Messages
405/405HD IP Phone 6.10 Retrieving Voice Mail Messages You can listen to voice mail messages. You can tell you have voice mail when (1) an envelope icon is displayed in the phone's idle screen (see the screen below), (2) the Ring LED on the phone is... -
Page 51: Making A Call On An Extension Line
User's Guide 6. Performing Advanced Operations 6.11.2 Making a Call on an Extension Line You can make a call on an extension line. ➢ To make a call on an extension line: When the screen is in idle state, raise the handset or press the key of the first digit of the number to call;... -
Page 52: Answering Calls
405/405HD IP Phone ➢ 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; the call that was previously active is now put on hold. - Page 53 User's Guide 6. Performing Advanced Operations This page is intentionally left blank. User's Guide...
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Page 54: Troubleshooting
DHCP client address conflict can occur on a -OR- DHCP network if ▪ Exclude the static IP address from the DHCP you defined a scope on the DHCP server static IP address for a network device 405/405HD IP Phone... - Page 55 User's Guide A. Specific Third-Party Features This page is intentionally left blank. User's Guide...
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Page 56: A Specific Third-Party Features
The section is intended mainly for agents / hotline operators. A.1.1 Using the BroadSoft ACD Genesys Contact Center phones support the BroadSoft ACD. The table below shows how to use the functionalities. Table A-2: Genesys Contact Center Phones' BroadSoft ACD... -
Page 57: Setting Availability Status
For more information, see the Administrator's Manual. A.1.3 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 58: Logging Out
405/405HD IP Phone Press the Login softkey; the Ready idle screen is displayed. You're now available to take incoming calls. Incoming calls from now on will be directed to your phone. A.1.4 Logging Out At the end of your shift, log out of the phone. -
Page 59: Listening In Capability For Call Center Supervisors
User's Guide A. Specific Third-Party Features Select the Always option or scroll down and select the Busy or No Reply option. Enter the Number to Forward to, or scroll down and select Select from Directory in which you can choose a contact number to which to forward calls. In the idle screen to which you're returned, view the 'Forward' indication. - Page 60 405/405HD IP Phone Press the recording softkey and record your 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 it, select the Delete softkey.
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