Avaya INDeX 11.0 User Manual
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Avaya INDeX 11.0 User Manual

Avaya INDeX 11.0 User Manual

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INDeX 11.0
20CC Turret User's Guide
38DHB0002UKFM Issue 2 (10/05/2004)

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  • Page 1 INDeX 11.0 20CC Turret User's Guide 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 2: Table Of Contents

    Notes on Making Calls ............................15 Making External Calls ............................15 Redialling External Numbers..........................16 Making Internal Calls..............................16 Making a Page Call ..............................16 Making Calls from the INDeX Directory........................17 INDeX 11.0 20CC Turret User's Guide Introduction – Page 2 38DHB0002UKFM Issue 2 (10/05/2004) Using This Guide...
  • Page 3 Using Soft DSS Keys .............................32 Soft DSS Key Display ............................32 Making Calls................................32 Park Transferring Calls............................33 Alerting a Busy Extension ............................33 Remotely Switching No Calls/Divert On/Off ......................33 INDeX 11.0 20CC Turret User's Guide Contents – Page 3 38DHB0002UKFM Issue 2 (10/05/2004)
  • Page 4 Using Any Phone ..............................41 Modifying Your Mailbox............................42 Changing Your Temporary Greeting ........................42 Dial 1 Divert for Incoming Calls ..........................43 Leaving Voice Mail Messages..........................43 Glossary................................. 44 Index................................45 Page 4 - Contents INDeX 11.0 20CC Turret User's Guide 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 5: Introduction

    In all instances, first seek help from your System Manager. They will seek further assistance from your system's Maintainer if necessary. System Manager on extension: .......... This guide is also available from our Internet site: http://support.avaya.com INDeX 11.0 20CC Turret User's Guide Introduction – Page 5...

  • Page 6: 20Cc Turret Features

    Your System Manager can disable any one or all of the following Soft Keys: VOICE, PAGE, ACCOUNT, RECORD, RECALL, CAMP-ON, MESSAGE, OVERRIDE and PASS. Page 6 - 20CC Turret Features INDeX 11.0 20CC Turret User's Guide Introduction to 20CC Turrets 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 7: Headset Connection & Use

    Fast Flashing Lamp: Call Waiting, see page 12. Lamp On: Message, see page 10. Repeating Double Flash: External call. Repeating Single Flash: Internal call. INDeX 11.0 20CC Turret User's Guide 20CC Turret Features – Page 7 38DHB0002UKFM Issue 2 (10/05/2004) Headset Connection & Use...

  • Page 8: Acd Working

    DONE. Finishing Work - Logging Off Logging off stops you receiving ACD calls. To log off: 1. Press LOG ON/OFF. Page 8 - ACD Working INDeX 11.0 20CC Turret User's Guide Overview of ACD 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 9: Stopping Work Temporarily - Busy

    CALL WAITING FROM: Displays the line on which the longest waiting call arrived (or extension if internal). • TIME: Returns to normal call display. INDeX 11.0 20CC Turret User's Guide ACD Working – Page 9 38DHB0002UKFM Issue 2 (10/05/2004) Stopping Work Temporarily - Busy...

  • Page 10: Answering Calls

    In both cases the alarm can consist of ringing, music or a recording plus a displayed message. To answer an alarm: 1. Press CANCEL or ANSWER/RELEASE. Page 10 - Answering Calls INDeX 11.0 20CC Turret User's Guide Answering Normal Calls 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 11: Automatic External Call Connection

    3. The display shows the current pickup group (if set). 4. Press CANCEL and enter a new pickup group number. 5. Press PROGRAM0 to finish. INDeX 11.0 20CC Turret User's Guide Answering Calls – Page 11 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 12: Actions During A Call

    (move between them by pressing the lower left and right • symbols). When the number you require is shown press •CALL. Page 12 - Actions During a Call INDeX 11.0 20CC Turret User's Guide Answering a Call Waiting 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 13: Create A Conference Call

    5. Tapping VIEW will cycle through all of the extension numbers of the members of the conference call. 6. Press ANSWER/RELEASE or replace the handset to exit. INDeX 11.0 20CC Turret User's Guide Actions During a Call – Page 13 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 14: Answering An Alert

    If the local exchange does not acknowledge or process this request, the MCID key remains. This feature is only applicable to the Australian market. Page 14 - Actions During a Call INDeX 11.0 20CC Turret User's Guide Answering an Alert 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 15: Making Calls

    2. Dial the external telephone number. To redial the last external number used: 1. Press REDIAL to repeat the last external number used (including speed dials). INDeX 11.0 20CC Turret User's Guide Making Calls – Page 15 38DHB0002UKFM Issue 2 (10/05/2004) Notes on Making Calls...

  • Page 16: Redialling External Numbers

    3. If busy or unavailable, the display shows options to wait or leave a message (see page 20). 4. Speak and then press ANSWER/RELEASE. Page 16 - Making Calls INDeX 11.0 20CC Turret User's Guide Redialling External Numbers 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 17: Making Calls From The Index Directory

    ANSWER/RELEASE to cancel. 4. To dial the name/number shown, press CALL, otherwise to exit the INDeX Directory, press ANSWER/RELEASE. INDeX 11.0 20CC Turret User's Guide Making Calls – Page 17 38DHB0002UKFM Issue 2 (10/05/2004) Making Calls from the INDeX Directory...

  • Page 18: Speed Dials, Pin & Account Codes

    5. When finished, press DONE. 6. Select another store or press PROGRAM to finish. Page 18 - Speed Dials, PIN & Account Codes INDeX 11.0 20CC Turret User's Guide Using Speed Dials 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 19: Pin & Account Codes

    3. If the system does not recognise the code, your turret gives a constant tone. End your call attempt. 4. If the code is recognised your call can continue. INDeX 11.0 20CC Turret User's Guide PIN & Account Codes – Page 19 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 20: Busy Or Unanswered

    2. The system ends the call. 3. Your turret shows CALLBACK. To clear the Call Back: 1. Press CALLBACK again. Page 20 - Busy or Unanswered INDeX 11.0 20CC Turret User's Guide Options If Busy or Unanswered 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 21: Leave A Message

    Note: Whist monitoring, ACD turrets with Supervisor status also have an INTRUDE option. Pressing this connects them with the monitored extensions forming a conference call. INDeX 11.0 20CC Turret User's Guide Busy or Unanswered – Page 21 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 22: Transfer, Park & Hold Calls

    • To switch between calls, press HOLD. • To conference, press CONFER (see page 13) • To transfer the held call, press ANSWER/RELEASE. INDeX 11.0 20CC Turret User's Guide Transfer, Park & Hold Calls – Page 22 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 23: Parking Calls

    2. Enter your passcode (see page 39). 3. To change the current setting, press CHANGE. 4. Press DONE and then press PROGRAM to finish. INDeX 11.0 20CC Turret User's Guide Transfer, Park & Hold Calls – Page 23 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 24: Displaying An Absence Message

    5. To change the forward, press CANCEL and enter the new number for diverting all calls. 6. Press DONE and then press PROGRAM to finish. Page 24 - Transfer, Park & Hold Calls INDeX 11.0 20CC Turret User's Guide Displaying an Absence Message 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 25: Diverting Calls

    This feature must be permitted by the System Manager. Allows you to remotely change your Divert All number and switch DIVERT on/off (see P26). INDeX 11.0 20CC Turret User's Guide Diverting Calls – Page 25 38DHB0002UKFM Issue 2 (10/05/2004) Using Diverts...
  • Page 26 4. Enter your mailbox ID and then your mailbox password if requested. 5. The voice manager will provide you with prompts to control the messages. Page 26 - Diverting Calls INDeX 11.0 20CC Turret User's Guide Using Diverts 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 27: Setting The Divert Types And Personal Numbers

    These diverts, once set up, are always active. The No Answer divert is normally set to your voice mailbox. You can alter the time that a calls rings you before being diverted (see page 35). INDeX 11.0 20CC Turret User's Guide Diverting Calls – Page 27 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 28: Dss Keys

    BLF lamp). • To make a page call: Press PAGE and then the DSS key storing the extension or group number. Page 28 - DSS Keys INDeX 11.0 20CC Turret User's Guide Setting Up a DSS Key 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 29: Blf Status Lamps

    A template for printing DSS key labels exists. It can be used with Word for Windows 6 or 7. Contact your System Manager for a copy of the template, alternatively you can obtain it from the Avaya internet site (http://support.avaya.com) and/or from the CD supplied with the turret.

  • Page 30: Manager-Secretary Setup

    DONE. 5. Press USAGE. Press CHANGE until the setting required appears and then press DONE. 6. Press PROGRAM to finish. Page 30 - Manager-Secretary Setup INDeX 11.0 20CC Turret User's Guide Planning Soft DSS Keys 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 31: Changing The Soft Dss Display Mode

    3. Press USAGE. The display shows the current setting. 4. To change the current usage, press CHANGE. 5. Press PROGRAM to finish. INDeX 11.0 20CC Turret User's Guide Manager-Secretary Setup – Page 31 38DHB0002UKFM Issue 2 (10/05/2004) Changing the Soft DSS Display Mode...

  • Page 32: Manager-Secretary Working

    (see page 31). 2. If the extension is busy, the turret displays the same options as for normal calls (see page 20). Page 32 - Manager-Secretary Working INDeX 11.0 20CC Turret User's Guide Using Soft DSS Keys 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 33: Park Transferring Calls

    3. Select the option to change; NOCALLS or DIVERT (DIVERT does not appear if the extension does not have a Divert All number set). 4. The Soft DSS display shows the new status. INDeX 11.0 20CC Turret User's Guide Manager-Secretary Working – Page 33 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 34: Ringer Controls

    4. To change the ringer mode, press CHANGE to select ON, OFF or AUTO ANSWER (internal only). 5. Press DONE and PROGRAM to finish. INDeX 11.0 20CC Turret User's Guide Ringer Controls – Page 34 38DHB0002UKFM Issue 2 (10/05/2004) Changing the Ringer Sound...

  • Page 35: Setting A Ringer Step

    5. Press CANCEL and enter the new timeout in seconds. The normal value of 10 seconds is equal to 3 rings. 6. Press DONE and PROGRAM to finish. INDeX 11.0 20CC Turret User's Guide Ringer Controls – Page 35 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 36: Other Features

    (they hear continuous tone instead). You can still make internal calls when the turret is locked. Locked turrets can still make external calls but only to some special numbers, eg. emergency calls. INDeX 11.0 20CC Turret User's Guide Other Features – Page 36 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 37: Groups

    (when other groups are available they are indicated by a symbol next to the group name). 3. Press JOIN/ LEAVE as appropriate followed by DONE. INDeX 11.0 20CC Turret User's Guide Other Features – Page 37 38DHB0002UKFM Issue 2 (10/05/2004) Groups...

  • Page 38: Missed Calls

    (To do this without making a call, just press ANSWER/RELEASE first). 2. Press SCROLL to return to the normal display. Page 38 - Other Features INDeX 11.0 20CC Turret User's Guide Missed Calls 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 39: Turret Settings

    3. The display shows the NO MUSIC or BACKGROUND MUSIC. 4. To change the current setting press CHANGE. 5. Press DONE to continue or press PROGRAM to finish. Page 39 - Turret Settings INDeX 11.0 20CC Turret User's Guide The Turret Passcode 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 40: Displaying Turret Details

    (see page 35). For instruction on joining/leaving groups, see page 37. Page 40 - Turret Settings INDeX 11.0 20CC Turret User's Guide Displaying Turret Details 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 41: Voice Manager

    Enter your mailbox ID and then your mailbox password if requested. The voice manager will provide you with prompts to control the messages. Page 41 - Voice Manager INDeX 11.0 20CC Turret User's Guide Voice Manager Functions 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 42: Modifying Your Mailbox

    3. Once the Voice Manager accepts your passcode, it shows LISTEN, CHANGE, DELETE and FINISH. 4. When finished, replace the handset. Page 42 - Voice Manager INDeX 11.0 20CC Turret User's Guide Modifying Your Mailbox 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 43: Dial 1 Divert For Incoming Calls

    • To cancel the message, press ANSWER/RELEASE. 5. If you want to leave another message, press NEXT, otherwise replace the handset. INDeX 11.0 20CC Turret User's Guide Voice Manager – Page 43 38DHB0002UKFM Issue 2 (10/05/2004) Dial 1 Divert for Incoming Calls...

  • Page 44: Glossary

    Manager Secretary Working allowed. Tenancies sub-divide into areas. A name for functions that help one user to make and receive calls for transfer to another user. Page 44 - Glossary INDeX 11.0 20CC Turret User's Guide 38DHB0002UKFM Issue 2 (10/05/2004)

  • Page 45: Index

    Customise ......42 DIALLED.....12, 16 Ringback......20 Make call Directory ....17, 22, 23 RINGER......7 Internal ........16 Display AUTO ANSWER ....34 Soft DSS........32 On/off........34 Language.......40 MANAGER......9 Sound........34 Name ........40 INDeX 11.0 20CC Turret User's Guide Index – Page 45 38DHB0002UKFM Issue 2 (10/05/2004)
  • Page 46 Lucent Technologies has been transferred or licensed to Avaya. All trademarks identified by ® or TM are registered marks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements.

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