Table of Contents
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Table of Contents
Related Manuals for Aastra Featurephone M6320
Summary of Contents for Aastra Featurephone M6320
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Page 1: User Guide
M6320 Featurephone User Guide... - Page 2 This guide first takes you through the basic features of the M6320 telephone. You’ll learn the different parts of the set and what they do, as well as other basics such as how to make calls and put calls on hold.
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Page 3: Table Of Contents
Setting the handset volume 8 Setting the Handsfree speaker volume 8 Setting the On-hook monitor volume 8 Muting the handset 8 Tones that you hear when using the M6320 9 Handsfree Calling 9 Display Features 10 Setting up local features... - Page 4 Displaying the status of an ACD queue 36 Displaying a summary of agent activity 37 Observing agents 38 Calling an agent 39 Answering agent calls 39 Answering emergency calls 40 Night Service 40 Controlled Interflow 41 Supervisors as agents 41 Connecting your M6320 Wall mounting M6320...
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Page 5: M6320 Quick Start Up
M6320 Quick start up Introduction This section of the user guide has been designed to provide you with pointers to sections within the document to enable you to achieve a quick start-up. The items mentioned below are considered to be essential if you wish to use all functionality within the phone. -
Page 6: Using Your M6320 Telephone-The Basics
Using Your M6320 telephone—the basics Feature Key 13 Feature Key 12 Feature Key 11 Feature Key 10 Feature Key 9 Feature Key 8 Feature Key 7 Feature Keys Feature Key Icons Program Key Feature Key 6 Feature Key 5 Feature Key 4... - Page 7 6. Prime Directory Number (PDN) key is your main telephone line or extension number. It is automatically selected for outgoing calls when you lift the handset. Other telephone extensions that appear on your M6320 can be used by pressing the appropri- ate key.
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Page 8: Answering Calls
The basics: continued Answering calls To signal an incoming call, your telephone rings, the alerter light flash- es, and the indicator beside a line or intercom key flashes slowly. To answer a call: If the call is ringing on a line other than your PDN, press the line or intercom key beside the flashing indicator. -
Page 9: Ending A Call
The basics: continued Ending a call Hang up or press Note: If a headset is connected, then Setting the alerter volume Press up or down while the telephone is ringing. The dis- play shows the adjusted alerter (ringing) volume level, which remains in effect until the next adjustment. -
Page 10: Tones That You Hear When Using The M6320
The Handsfree feature allows you to use the built-in microphone and speaker on your M6320 to carry on a telephone conversation. While using Handsfree, speak clearly and face the M6320 — raise your voice a little if you move away from the telephone. You can also use the Mute feature to turn off your microphone. -
Page 11: Display Features
The basics: continued Display features The M6320 has an adjustable two-line display which shows you helpful information about the features you activate or the calls you make and receive. When making an outgoing call, for instance, the numbers you dial are shown on the display. -
Page 12: Setting Up Local Features
Setting up local features The M6320 has a variety of local features which you can set up to make the set easier to use and to customize the set to meet your specific needs. key allows you to enter Programming mode to set up the following features: •... -
Page 13: Alerter Volume
Setting up local features: continued Save, Memory, and Pause (continued) These keys are always available to you unless C.O. (Network) Features are enabled. C.O. (Network) Features must be enabled when the Save Number, Memory Number, and Pause keys are provisioned for switch features by your service provider). -
Page 14: Time And Date
Setting up local features: continued Time and Date To set the time and date on your M6320: Press Press until play. Press Enter the date using the format shown on the display. Enter the current time based upon the 24 hour clock. -
Page 15: Display Language
Press C.O.(Network) Features The M6320 allows you to replace the Save Number, Memory Number, and Pause local features with additional Central Office C.O. (Network) Features. When instructed to do so by your System Administrator or Customer Service Representative, use the following instructions to enable or disable Central Office C.O. -
Page 16: Predial
The previously saved number is dialed automatically. Note that the number remains unchanged until you save another number. is shown on the display. Predial? to exit programming mode. . The M6320 selects the PDN line key and the dialpad digits. Saved to make is displayed on the top... -
Page 17: Memory Number
Setting up local features: continued Memory Number The Memory Number feature allows you to program up to five tele- phone numbers which can be recalled and dialed quickly and easily. Note that the Memory? when C.O. (Network) Features are enabled. To program a number into memory: Press Press... -
Page 18: Mode Selection
Setting up local features: continued Mode Selection The set has two operational modes Handsfree (default mode) and ACD mode. The handsfree mode is intended to give the user a high level of features, some of which are listed below. • Handsfree operation by pressing the selector key. •... -
Page 19: Quick Ways To Make Calls
Quick ways to make calls The remaining sections of the guide describe network features which can be installed on your M6320. Note that some of the network fea- tures contained here may not be available to you. Also note that your service provider may have provisioned your set with network features which are not described here. -
Page 20: Intercom
Quick ways to make calls: continued Intercom Calls You can talk directly to a designated person using an Intercom line and they will hear you through their telephone speaker. For example, an Intercom line can be set up between two security desks. Each I/C key is set up by your system manager to call a particular per- son. -
Page 21: Intercom Group
Quick ways to make calls: continued Intercom Group The telephones in your company can be arranged in Intercom Groups. For example, your project team could be an Intercom Group. You can call another person within your group by dialling a code assigned by your system manager. -
Page 22: Last Number Redial
Quick ways to make calls: continued Last Number Redial You can redial the last number you called on a specific line. This is use- ful if the number you called was busy and you want to reach the person again. To call using Last Number Redial: Press the line key used to make the last call. -
Page 23: How To Avoid Missing A Call
How to avoid missing a call Call Forward Away from your telephone, but expecting an important call? Do you want someone to take your calls for you while on vacation? Call Forward lets you redirect your calls to another telephone or voice mes- sage system. -
Page 24: Call Pickup
Press Message Waiting Message Waiting for the M6320 works with the Leave Message feature or with your organization’s voice mail system. An indicator beside the key is ON whenever someone has left you a call request or a voice mail message. -
Page 25: When You Can't Reach Someone
When you can’t reach someone Override Override lets you interrupt a person on a call. It is helpful in emergency situations or when someone expects you to call with important news. To bridge into a two-way call within your system: Press when you hear a busy signal. -
Page 26: Ring Again
When you can’t reach someone: continued Ring again When you receive a busy signal when calling someone, Ring Again can signal you when their telephone becomes free. You can then use Ring Again to automatically redial the number. Note that you can only have one Ring Again request at a time. -
Page 27: Ways To Transfer Or Share Calls
Ways to transfer or share calls Conference You can set up a telephone call between you and up to five other people. This is useful when meeting in a common place is not possible. To add a person to a call: While on the current call, press hold automatically and you hear the dial tone. -
Page 28: Call Park
Ways to transfer or share calls: continued Call Park Call Park lets you put a call on hold at your telephone, then retrieve the call from any telephone in your system. To park a call: While on a call, press You hear two short beeps followed by silence. -
Page 29: Transfer
Ways to transfer or share calls: continued Transfer Send a current call to another telephone within your system using Transfer. You can either remain on the line when you make the transfer or simply redirect the call. To transfer a call directly to another telephone: Press Call the person to whom you want to transfer the call. -
Page 30: Controlling Your Telephone Line
Controlling your telephone line Make Busy You can make your telephone appear busy to all callers except those using the intercom. You might want to use this feature when you are meeting with someone and don't want to be disturbed. To make your telephone appear busy: Press . -
Page 31: Agent Features
Agent Features AN ACD system distributes incoming calls evenly to all agents that are logged into the system. Agents are divided into groups working under the guidance of a supervisor. As an agent, you are responsible for answering calls that have been directed to your ACD group and presented at your posi- tion. -
Page 32: Logging Out
Agent Features: continued Logging out At the end of your shift you should log out from the ACD system. To log out, press logged out of the ACD system. No ACD calls or non-ACD calls will be pre- sented to your telephone while the Make Busy indicator is on. If you wish to receive non-ACD calls, press indicator starts to blink. -
Page 33: Putting An Acd Call On Hold
Agent Features: continued Putting an ACD call on hold To put a call on hold while you look up information or consult your supervi- sor press . The In Calls indicator starts to flash quickly. To return to the held call, press Calls may also be put on hold automatically if, for example, you press the key to call your supervisor or press a line key to make another call. -
Page 34: Line Of Business Key
Agent Features: continued Line of Business key This optional feature allows a Line of Business (LOB) code to be entered for each call that you answer. These codes will be predefined for your system and will allow tracking of such items as the number of calls of a specific type and the holding times for these calls. -
Page 35: Not Ready Key
Agent Features: continued Not Ready key Pressing the key at the end of an ACD call makes your position temporarily unavailable to receive new ACD calls. The key is most often used to allow time for post-call processing; for example, completing paper- work associated with an ACD call. - Page 36 Agent Features: continued Displaying the queue threshold (continued) At some sites, information about the queue is displayed each time a call is presented to your telephone, as shown in the typical example below. RESERVATIONS CALLQ In this example the display shows that the call came in on the organization’s reservations number and the caller has been waiting for time T1.
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Page 37: Supervisor Features
Supervisor features As the supervisor of an ACD group, you are responsible for monitoring and assisting agents’ work. In addition you may work as an agent whenever nec- essary. You may be responsible for one or more ACD groups. This part of the guide explains how to: - interpret agent indicators - display the status of an ACD group - display a summary of agent activity - observe an agent - call an agent - answer a call from an agent - respond to an emergency call - use the... -
Page 38: Displaying A Summary Of Agent Activity
Supervisor Features: continued Displaying the status of an ACD queue (continued) INC is the number of incoming calls waiting in the ACD call queue LOG is the number of calls logically queued for this group AGT is the number of agents available to answer calls WAIT is the waiting time (in seconds) of the call at the front of the highest priority queue. -
Page 39: Observing Agents
Supervisor Features: continued Observing agents Agents may be observed when they are active on ACD calls or non-ACD calls. You may monitor an agent’s conversation or participate in the call. Depending on the way your ACD system has been configured, the agent may receive a warning tone indicating that they are being monitored. -
Page 40: Calling An Agent
Supervisor Features: continued Calling an agent You can use the also use it in conjunction with the without dialling the agent’s number. Press . The associated indicator comes on. Press the key for the agent you wish to call. The display shows the number associated with the agent’s the agent is talking on the you hear busy tone. -
Page 41: Answering Emergency Calls
Supervisor Features: continued Answering emergency calls Instances may arise when an agent needs to contact you for assistance in deal- ing with an urgent or threatening call. Agent telephones are configured with key which, when pressed, connects the agent directly to your position. -
Page 42: Controlled Interflow
Supervisor Features: continued Controlled Interflow As a supervisor, it is your responsibility to monitor the state of the incom- ing call queues for your ACD group and to route calls from one group to another if a group has more calls waiting to be answered than can be han- dled in an acceptable time. -
Page 43: Connecting Your M6320
Connecting your M6320 If your M6320 has not been connected to the wall jack/power supply or you are moving the set to another location, use these instructions to make all the required connections. To connect your M6320 to the telephone wall jack and AC power: Use the silver-grey line cord (7.5 feet/2.25 meters) and the AC... - Page 44 “F”. Slide the cord under the retaining tabs “B” (allow a little slack). Refit the stand in high or low position. 6. Turn the M6320 right-side up and position it on your desk, ensuring that line cord runs through slot “G”.
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Page 45: Wall Mounting M6320
Your telephone set has been prepared at the factory for use on your desk. If you require the set to be positioned on a wall, follow procedure. To mount the M6320 on the wall: Pull off the wedge-shaped base unit (stand) from the telephone set. - Page 46 Wall mounting the M6320: continued Position the handset retainer (C in Figure 2) into the handset cradle. The handset retainer is included in the stand assembly. Insert the two plastic tabs (D) on the retainer into the two holes provided. Press firm- ly until the retainer clicks into place.
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Page 47: Safety Requirements
Approval Requirements Permitted Connections This telephone, with its associat- ed power supply connector, may only be connected to a Centrex telephone system using a socket provided by your system admin- istrator. Only one terminal with its asso- ciated power supply may be con- nected to the telephone socket. - Page 48 Copyright © Aastra Technologies 2003. All rights reserved Information is subject to change since Aastra Technologies reserves the right, without notice, to make changes in equipment design or components as progress in engineering or manufacturing methods may warrant. P0885521 ISSUE 04...
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