Avaya 2030 Cordless Telephone User Manual

INDeX 10.0
2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Page 2 - Contents
Contents
Introduction......................................................................................................................................................5
Using This Guide......................................................................................................................................................5
What Features Can I Use?.......................................................................................................................................5
Further Help .............................................................................................................................................................5
Display Phone Features..................................................................................................................................6
Introduction to Display Phones.................................................................................................................................6
Using Soft Keys and the SCROLL Key ....................................................................................................................6
On-Hook Dialling, Speaker & Answer Release.........................................................................................................7
Tones & Ringing.......................................................................................................................................................7
The Phone Lamp......................................................................................................................................................7
Making Calls.....................................................................................................................................................8
Notes on Making Calls .............................................................................................................................................8
Making Internal Calls................................................................................................................................................8
Making a Page Call ..................................................................................................................................................8
Making External Calls...............................................................................................................................................9
Redialling External Numbers....................................................................................................................................9
Making Calls from the INDeX Directory..................................................................................................................10
Speed Dials ................................................................................................................................................... 11
Using Speed Dials..................................................................................................................................................11
Storing Personal Speed Dials ................................................................................................................................11
PIN & Account Codes................................................................................................................................... 12
If ENTER ACCOUNT Appears ...............................................................................................................................12
If ENTER PIN Appears...........................................................................................................................................12
Roaming PIN's .......................................................................................................................................................12
Busy or Unanswered.................................................................................................................................... 13
Options If Busy or Unanswered..............................................................................................................................13
Arrange a Callback.................................................................................................................................................13
Leave a Message...................................................................................................................................................14
Camp On and Wait.................................................................................................................................................14
Intrude....................................................................................................................................................................14
Monitoring a Call ....................................................................................................................................................14
Actions During a Call ................................................................................................................................... 15
Create a Conference Call.......................................................................................................................................15
Using the Notepad .................................................................................................................................................16
Switching to Handsfree ..........................................................................................................................................16
Changing the Call Volume......................................................................................................................................16
Adding Voluntary Account Codes...........................................................................................................................17
Software Release...................................................................................................................................................17
Muting Calls ...........................................................................................................................................................17
Recall .....................................................................................................................................................................17
Answering Calls............................................................................................................................................ 18
Answering Normal Calls .........................................................................................................................................18
Answering a Page Call...........................................................................................................................................18
Answering a Message............................................................................................................................................18
Alarms - Triple Ring, Music or Recorded Message ................................................................................................18
Answering a Callback.............................................................................................................................................19
Answering Other Extensions - Call Pickup .............................................................................................................19
Automatic Calls - Hotline Operation .......................................................................................................................19
Automatic External Call Connection.......................................................................................................................19
Page 2 - Contents
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Contents - Page 3
Contents (Cont.)
Transfer, Park & Hold Calls ......................................................................................................................... 20
Transferring Calls...................................................................................................................................................20
Holding Calls ..........................................................................................................................................................20
Parking Calls ..........................................................................................................................................................21
Dialling Ahead ........................................................................................................................................................21
Diverting Calls............................................................................................................................................... 22
Using Diverts..........................................................................................................................................................22
Setting the Divert Types and Personal Numbers ...................................................................................................24
Switching Divert All On/Off .....................................................................................................................................25
Switching No Calls On/Off......................................................................................................................................25
Displaying an Absence Message ...........................................................................................................................26
Forwarding Calls ....................................................................................................................................................26
DSS Keys....................................................................................................................................................... 27
Setting Up a DSS Key............................................................................................................................................27
Using DSS Keys.....................................................................................................................................................27
BLF Status Lamps..................................................................................................................................................28
DSS Key Label.......................................................................................................................................................28
DSS Key Label Template .......................................................................................................................................28
Interruptions During a Call .......................................................................................................................... 29
Answering a Call Waiting .......................................................................................................................................29
Answering an Alert .................................................................................................................................................29
Single Pips - Intrusion ............................................................................................................................................29
Please Finish Call Message ...................................................................................................................................29
ACD Working................................................................................................................................................. 30
ACD on 2050 Phones?...........................................................................................................................................30
Starting ACD Working - Logging On ......................................................................................................................30
Stopping ACD Calls Temporarily - Busy.................................................................................................................30
Finishing ACD Working - Logging Off.....................................................................................................................30
Manager-Secretary Setup ............................................................................................................................ 31
Planning Soft DSS Keys.........................................................................................................................................31
Setting Up Soft DSS Keys......................................................................................................................................31
Changing the Soft DSS Display Mode....................................................................................................................32
Changing the Soft DSS Extensions........................................................................................................................32
Changing the Soft DSS Usage...............................................................................................................................32
Manager-Secretary Working........................................................................................................................ 33
Using Soft DSS Keys .............................................................................................................................................33
Soft DSS Key Display.............................................................................................................................................33
Making Calls...........................................................................................................................................................33
Park Transferring Calls...........................................................................................................................................34
Alerting a Busy Extension ......................................................................................................................................34
Remotely Switching No Calls/Divert On/Off ...........................................................................................................34
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38DHB0002UKFN Issue 2 (07/2002)
Contents – Page 3
Page 4 - Contents
Contents (Cont.)
Ringer Controls............................................................................................................................................. 35
Changing the Ringer Volume .................................................................................................................................35
Changing the Ringer Sound ...................................................................................................................................35
Switching the Ringer On/Off...................................................................................................................................35
Setting a Ringer Step .............................................................................................................................................36
Setting the Ringer Timeout.....................................................................................................................................36
Other Features .............................................................................................................................................. 37
Personal Alarms.....................................................................................................................................................37
Missed Calls...........................................................................................................................................................38
Group .....................................................................................................................................................................38
Hot Desking............................................................................................................................................................39
Phone Settings.............................................................................................................................................. 40
The Phone Passcode.............................................................................................................................................40
Background Music..................................................................................................................................................40
Displaying Phone Details .......................................................................................................................................41
Locking/Unlocking the Phone.................................................................................................................................41
Language Controls.................................................................................................................................................41
Voice Manager .............................................................................................................................................. 42
Voice Manager Functions.......................................................................................................................................42
Listening to Voice Messages..................................................................................................................................42
Using Any Phone ...................................................................................................................................................42
Modifying Your Mailbox..........................................................................................................................................43
Changing Your Temporary Greeting ......................................................................................................................43
Dial 1 Divert for Incoming Calls ..............................................................................................................................44
Leaving Voice Mail Messages................................................................................................................................44
System Manager Phones ............................................................................................................................. 45
What are System Manager Phones? .....................................................................................................................45
Night Service..........................................................................................................................................................45
Changing the Time.................................................................................................................................................45
Unlocking a Phone .................................................................................................................................................45
Changing the Date .................................................................................................................................................46
Recording ACA Messages .....................................................................................................................................46
Good Phone Usage....................................................................................................................................... 47
General Phone Usage............................................................................................................................................47
Answering Calls .....................................................................................................................................................47
Making Calls...........................................................................................................................................................47
Glossary......................................................................................................................................................... 48
Index............................................................................................................................................................... 49
Page 4 - Contents
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Using This Guide
Introduction – Page 5
Introduction
Using This Guide
This guide is for INDeX 2030, 2050 and 2060 telephones used on the INDeX
telephone system operating under Software Release 10.0.
To check the Software Release of your system, press ANSWER/RELEASE and
then PROGRAM. The phone displays the Software Release. Cancel the display by
pressing ANSWER/RELEASE again.
2060 Telephone Software
This guide covers the normal telephone functions of the 2060 telephone. Details of
using its TAPI driver with software on your PC is covered by a separate 2060
Software Addendum. Obtain copies from your System Manager or download them
from our Internet site http://support.avaya.com
What Features Can I Use?
This guide covers all the features supported by the INDeX 2030, 2050 and 2060
phones. However, your phone may not be enabled to use all of the features
available. If you are unsure which features you can use, contact your System
Manager.
• Network Features:
Your phone system may be part of a network linking several sites. Where
possible, it treats network calls as internal calls and offers the same features.
However, this depends on the type of network link and type of system at the
other end of the link. Some links may be to non-INDeX telephone systems.
Further Help
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 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Introduction – Page 5
Using This Guide
Page 6 - Display Phone Features
Introduction to Display Phones
Display Phone Features
Introduction to Display Phones
The diagram shows the main features of a display phone; the term covers INDeX
2030, 2050 and 2060 phones.
Handset Rest Tags
(Beneath Handset)
Lamp
Speaker
(Beneath Handset)
Display
Keys
Handset
DSS
Keys
Dialling Keys
Microphone
BLF Lamps
(Not 2030)
• 2060: Phone with handsfree operation, DSS keys and BLF status lamps (see
page 27). A serial socket and cable for connection to a PC is also included. Use
of the 2060 software is covered by a separate 2060 Software Addendum.
• 2050: Similar to 2060 but without a serial socket.
• 2030: Similar to 2050 but without BLF status lamps.
Using Soft Keys and the SCROLL Key
The four lower Display Keys provide access to Soft Keys functions, e.g. Voice,
Page, INDeX, etc. There are sometimes more Soft Key options available than the
phone can display. When this happens, a -symbol appears next to the SCROLL
key. Press SCROLL to display these other options.
The Soft Key displays change during calls and will also change according to your
own customisation. A -symbol next to a display key indicates an option you can
use by pressing that key. Therefore, due to the number of variations involved, this
guide cannot always detail when you would have to press the SCROLL key to
access a function.
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 - Display Phone Features
Introduction to Display Phones
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
On-Hook Dialling, Speaker & Answer Release
Display Phone Features – Page 7
On-Hook Dialling, Speaker & Answer Release
On all INDeX telephones you can both dial and hear the call progress without using
the handset (known as "on-hook dialling").
When answered, you can continue the call without using the handset, i.e. handsfree.
You can switch between handsfree and handset working during a call.
Pressing the ANSWER/RELEASE key has the same effect as lifting or replacing the
handset.
Tones & Ringing
The phone uses various tones and rings to indicate events. A sample of these
appears below. You can alter the ringer volume, sound, switch it on/off, etc (see
page 32).
Incoming Calls:
• Repeated Single Ring: Internal call.
• Repeated Double Ring: External call.
• Repeated Triple Ring: System or personal alarm.
• Single Tone: Page call (see page 18).
During Calls:
• Repeated Double Pip: You have set a camp on (see page 14).
• Repeated Single Pip: Another extension is about to intrude or has intruded on
your call.
Making Calls:
• Dial Tone: Dial number.
• Broken Dial Tone: Phone on divert or no calls (see page 22).
• Repeated Tone: Busy number (see page 13).
• Triple Tone: Call diverting to external number.
• Continuous Tone: Number called unobtainable or set to no calls. Phone locked
or barred.
The Phone Lamp
The phone uses its lamp (above the SPEAKER key) to show calls and messages.
Fast Flashing Lamp: Call Waiting, see page 29.
Lamp On: Message, see page 18.
Repeating Double Flash: External call.
Repeating Single Flash: Internal call.
INDeX 10.0 2030/50/60 User's Guide
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Display Phone Features – Page 7
On-Hook Dialling, Speaker & Answer Release
Page 8 - Making Calls
Notes on Making Calls
Making Calls
Notes on Making Calls
When making calls, the display shows details about call progress. It also shows
messages if you cannot make the call.
• Call barring:
The system can bar you from dialling particular numbers or types of number (e.g.
national, international). Typically call barring increases when a phone goes into
night service (when it displays a symbol). It also changes according to time,
date and day of the week. As the call barring settings vary for each site, this
guide cannot fully detail their effect.
Making Internal Calls
During the call, the display shows the call progress. You can also make calls using
the INDeX Directory feature (see page 10) or DSS keys (see pages 27 & 30 ).
To dial an internal call:
1. Dial the extension number. A triple-tone means that extension is diverting calls to
an external number.
2. If unanswered, your phone provides options to wait or notify the extension (see
page 13). If your system has a Voice Manager attached, you can record a voice
message instead (see page 44). The Voice Manager may also instruct you to dial
another number to be automatically transferred to the Operator or another
extension.
3. If answered, use the handset or work handsfree.
• If your phone displays a •RINGER option then the called extension is set to
automatically connect internal calls.
Press •RINGER to send a reminder ring if no one has answered the call.
Making a Page Call
You can page any INDeX phone or group. They hear the call without doing anything
though you cannot hear them. They can also turn the page into a normal call (see
page 18). If the phone paged is diverting calls, the page also diverts (except group
pages).
To page an extension or group:
1. Press PAGE. Your phone displays PAGING.
2. Pickup the handset or talk handsfree.
3. Dial the number or press a DSS key (see page 27).
4. If busy or unavailable, the display shows options to wait or leave a message (see
page 13).
5. Speak and then press ANSWER/RELEASE.
Page 8 - Making Calls
Notes on Making Calls
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Making External Calls
Making Calls – Page 9
Making External Calls
The system may apply call barring to some or all external numbers. You can also
lock your phone (see page 41) or bar it by wrong passcode entry (see page 40).
To dial an external call:
1. Dial 9 to get an external line. Your System Manager will inform you if you need to
dial a different number.
• If "ENTER ACCOUNT" appears, see page 12.
• If "ENTER PIN" appears, see page 12.
2. Dial the external telephone number.
• If "CALL BARRED" appears check with your system manager.
3. When answered, use the handset or work handsfree.
Redialling External Numbers
You can either redial the last external number dialled, select from one of the last five
external numbers dialled or save the last external number dialled. Please note that
you have a maximum of five redial stores that are shared by both save last external
number and Notepad numbers, e.g. Three saved last external numbers and two
Notepad numbers (see page 16).
To redial the last external number used:
1. Press REDIAL to repeat the last external number used (including speed dials).
To save the last external number used:
1. Whilst making an external call, press •SAVE. This stops the number being
removed as you make further external calls until you choose to press •DELETE.
The dialled numbers facility stores a maximum of five numbers including both
Notepad and saved last external numbers (see page 16).
To redial one of the last five external numbers used:
1. Press SPEED DIAL and then •DIALLED and select from the last five stored
numbers (move between them by pressing the lower left and right • symbols).
When the number you require is shown press •CALL.
INDeX 10.0 2030/50/60 User's Guide
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Making Calls – Page 9
Making External Calls
Page 10 - Making Calls
Making Calls from the INDeX Directory
Making Calls from the INDeX Directory
Using the INDeX Directory, your phone can display a selected entry from an index of
either extensions or speed dial names plus their numbers. There are two methods of
selecting entries of names and numbers from the INDeX Directory:
• By Alpha Group
• By Dial by Name
st
In addition, the INDeX Directory entries can be sorted either by 1 name or by last
st
name. The particular method used and 1 or last name search is selected by your
System Manager. Consult your System Manager for which method is available to
you and if the sorting is by 1stt or last name.
To make a call using an Alpha Group search of the INDeX:
1. Press INDeX for an internal call or SPEED DIAL and then INDeX for an
external number.
st
2. Press the key matching the 1 letter of the name you want.
For example, to display the L Alpha Group, press the JKL key 3 times. The
INDeX System displays the 1st name beginning with L from it's Directory entries.
• To move through the names beginning with L, press the -keys on the right
and left of the current name.
• To skip forward 10 names, press SKIP.
• To select another letter, press a letter key.
3. To dial the name/number shown, press CALL, otherwise to exit the INDeX
Directory, press ANSWER/RELEASE.
To make a call using Dial by Name search of the INDeX:
1. Press INDeX for an internal call or SPEED DIAL and then INDeX for an
external number.
2. Press the key matching the 1st letter of the Name you want.
For example, to find the name SMITH press the PQRS key.
3. The INDeX System begins searching it's Directory on the first press and will
st
display the 1 name/number immediately, in this example a name beginning with
P. You can either:
• Continue dialling the letters of the name, e.g. MNO, then GHI, etc. until the
required name (SMITH) is displayed OR.
• Press CYCLE to move onto the next alpha group of the PQRS key, e.g. a
name beginning with Q. To move through the names beginning with Q,
press the -keys on the right and left of the current name.
• To select the next letter of the alpha group of the PQRS key, press CYCLE
again.
• If NO MATCH is displayed, press PREVIOUS to go back one step or press
ANSWER/RELEASE to cancel.
4. To dial the name/number shown, press CALL, otherwise to exit the INDeX
Directory, press ANSWER/RELEASE.
Page 10 - Making Calls
Making Calls from the INDeX Directory
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Using Speed Dials
Speed Dials – Page 11
Speed Dials
Using Speed Dials
The system can store external numbers as speed dials.
• System speed dials: Ask your System Manager for a list.
• Personal speed dials: Your phone can also store up to 10 speed dials for your
own use (see below).
To dial a system speed dial by name:
1. Use the INDeX feature (see page 10).
To dial a speed dial:
1. Press SPEED DIAL.
• To select a personal speed dial : Press OWN and dial the personal
speed dial store number (0 to 9) or press the matching DSS key (the DSS
keys match personal speed dials 1 to 8 (1 at the top)).
• To select a system speed dial by number : Press SYSTEM and dial the
store number (100 to 899 and 9000 to 9999).
• To select a system speed dial by name : Press INDeX. To enter the
name see page 10.
• To select from recently dialled numbers : Press DIALLED. See
"Redialling External Numbers" on page 9.
• If "ENTER ACCOUNT" appears, see page 12.
• If "ENTER PIN" appears, see page 12.
2. Continue as for a normal external call (see page 8).
Storing Personal Speed Dials
To store a personal speed dial:
1. Press PROGRAM and then SPEED DIAL.
2. Enter your passcode (see page 40).
3. The display shows 0-9 OR DSS KEY. Press the number (0 to 9) or DSS key
under which you want to store the speed dial.
Note: DSS key 1 matches personal speed dial number 1, DSS key 2 matches
personal speed dial number 2, etc.
4. The display shows the current stored number (if set). Press DELETE and dial
the number.
If the number is external, add the external line access prefix to the number, this
is normally 9. Your System Manager will inform you if you have to add a
different prefix before external numbers.
5. When finished, press DONE.
6. Select another store or press PROGRAM to finish.
INDeX 10.0 2030/50/60 User's Guide
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Speed Dials – Page 11
Using Speed Dials
Page 12 - PIN & Account Codes
If ENTER ACCOUNT Appears
PIN & Account Codes
If ENTER ACCOUNT Appears
If ENTER ACCOUNT appears when making an external call, you must enter an
account code to continue. The system checks this against its list of codes before
allowing the call.
To enter an account code at any time during a call, see page 17.
To enter a forced account code:
1. Dial the account code. If you make a mistake, press DELETE to delete the last
digit entered.
2. When you have entered the full code, press DONE.
3. If the system does not recognise the code it displays REENTER ACCOUNT.
Repeat the entry or end the call.
4. If the code is recognised, your call can continue.
If ENTER PIN Appears
If ENTER PIN appears when making an external call, you must enter a PIN code to
continue. When used, the PIN code's call barring settings override those of the
phone from which you dial. The system checks the code against its list of codes
before allowing the call.
To enter a forced PIN code:
1. Dial your PIN code. If you make a mistake, press DELETE to delete the last
digit entered.
2. When you have entered your PIN code, press DONE.
3. If the system does not recognise the code it gives a constant tone. End your call
attempt.
4. If the code is recognised, your call can continue.
Roaming PIN's
When you use a PIN code, its settings override those of the phone from which you
dial. Note however that the system prefixes digits to force the call externally.
To use a roaming PIN:
1. Press # and enter your PIN code. If you make a mistake, press DELETE to
delete the last digit entered.
2. When you have entered your PIN code, press DONE.
3. If the system does not recognise the code, your phone gives a constant tone.
End your call attempt.
4. If the code is recognised, your call can continue.
Page 12 - PIN & Account Codes
If ENTER ACCOUNT Appears
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Options If Busy or Unanswered
Busy or Unanswered – Page 13
Busy or Unanswered
Options If Busy or Unanswered
Your phone provides several methods for contacting an extension that is busy, not
answering or set to no calls. These options work for normal, page and diverted calls.
• Leave a Message: Lights the lamp of the extension called. It also stores your
number as a message to reply. If your system has a Voice Manager attached,
you can record a voice message instead (see page 44). The Voice Manager may
also instruct you to dial another number to be automatically transferred to the
Operator or another extension.
• Callback: Rings your phone when the extension called becomes free or is next
used.
• Camp On: Flashes the extension's lamp to warn that you are waiting. It also
stops other calls interrupting you.
• Intrude: Forces the other extension's call into a conference with you (not
available to all phones).
• Monitor: Allows you to hear the other call without interrupting it (not available to
all phones).
Arrange a Callback
If the extension you call is busy or just rings, you can set a callback. When that
extension becomes free or is next used, your phone rings. If you answer, the other
extension rings. After setting a callback you can make other calls, it will not take
place while you are busy. You can only arrange one callback at any time.
The Ringer Timeout sets how long a callback rings your extension before it cancels
(see page 36). The system also cancels any callbacks that have not taken place
after a set period (normally 2 hours).
To arrange a Callback:
1. Press CALLBACK (the option does not appear if you already have a callback
set).
2. The system ends the call.
3. Your phone shows CALLBACK.
To clear the Call Back:
1. Press CALLBACK again
INDeX 10.0 2030/50/60 User's Guide
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Busy or Unanswered – Page 13
Options If Busy or Unanswered
Page 14 - Busy or Unanswered
Leave a Message
Leave a Message
You can leave your extension number as a message for someone to call you (see
page 18). If their extension has a message lamp, it lights (supported INDeX
phones). If your call is diverted, the message goes to the extension you first called.
To leave a message:
1. Press MESSAGE. Your call ends unless the extension called has already
reached its limit of stored messages.
Camp On and Wait
If the extension you call is busy, you can 'camp on' and wait. This flashes the lamp
on the busy extension and if it has a suitable display, shows your name, number and
CALL WAITING. While camped on your phone gives regular pips and you cannot
make or receive other calls.
To Camp On to a busy extension:
1. Press CAMP ON.
2. To replace the handset without cancelling the camp on, press SPEAKER first.
3. To end the camp on, press ANSWER/RELEASE or replace the handset.
Intrude
If your phone can intrude, an INTRUDE option appears when calling a busy
extension. Your System Manager controls which extensions can intrude and be
intruded on.
To intrude on a call:
1. Press INTRUDE.
2. There is a short delay during which you and the other parties hear several short
pips.
3. After the intrusion, the system gives regular pips.
Monitoring a Call
Silent monitoring lets you listen to another call without being heard. Note that there
are restrictions on who can use this function (contact your System Maintainer). If
your phone can use silent monitoring, a LISTEN option appears.
Page 14 - Busy or Unanswered
Leave a Message
INDeX 10.0 2030/50/60 User's Guide
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Create a Conference Call
Actions During a Call – Page 15
Actions During a Call
Create a Conference Call
You have two methods of holding conference calls.
• During a call, you can add callers to create a conference.
• Alternatively, you can dial-in to a conference call being held at a pre-defined
time. The numbers and passwords (optional) used for dial-in conferences are
established by your System Manager. External callers can join dial-in
conferences, but they must dial in to the INDeX and request a transfer to the dialin conference.
Both types of conference calls can have up to 64 participating members.
External Lines:
If your exchange uses digital lines, you can conference several of these with internal
parties. However, if your exchange uses any other type of line, you can only include
one of those in a conference. Check with your System Manager for details.
To start or add to a conference:
1. During a call, press HOLD to hold your current call (or conference).
2. Call the new person that you want in conference.
3. If answered, ask if they wish to join a conference.
If "yes" press CONFER.
If "no" and you clear down first, press SCROLL , CLEAR and then HOLD to
retrieve the first call.
If "no" and called party clears down first, then press HOLD to retrieve the first
call.
4. If unanswered, press HOLD to retrieve to the first call.
To exit the conference:
1. Press ANSWER/RELEASE or replace the handset.
To park all the conference parties:
1. Press PARK (see page 21).
To split a 3-way conference:
1. Press SPLIT to hold one caller and connect to another call.
2. To switch between calls, press HOLD.
Starting/Joining a dial-in conference:
1. To initiate a dial-in conference call, dial the conference call number and press
SET UP. You may be asked for a password.
If PASS is also displayed, then you can change the password.
2. To join a dial-in conference call, dial the conference call number and press
JOIN. You may be asked for a password.
3. As new members join the conference, you will hear two bleeps.
4. At any time during the conference you can press VIEW to display the extension
number of the last member to join.
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 10.0 2030/50/60 User's Guide
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Actions During a Call – Page 15
Create a Conference Call
Page 16 - Actions During a Call
Using the Notepad
Using the Notepad
Whilst on an external call or listening to a Voice Mail message, you can store a
number for future use on the Notepad. Please note that you have a maximum of five
redial stores that are shared by both save last external number and Notepad
numbers, e.g. Three saved last external numbers and two Notepad numbers (see
page 9).
To store number on the Notepad:
1. When, with an external call in progress or whilst listening to a Voice Mail
message, you wish to store another external number, press SCROLL and
•NOTEPAD.
2. Key the external number (do not add the access prefix, this is automatically
added when the number is recalled from storage).
3. Press DONE to store the number.
To dial a number from the Notepad:
1. Press SPEED DIAL and then •DIALLED and select from the last five stored
numbers (move between them by pressing the lower left and right • symbols).
When the number you require is shown press •CALL.
Switching to Handsfree
You can switch between handsfree (speaker) and handset operation without
interrupting the call.
To switch from the handset to speaker:
1. Press SPEAKER.
You can now replace the handset without ending the call.
Changing the Call Volume
You can change the caller volume during a call. The phone has separate volume
levels for both the speaker and the handset.
To change the call volume:
1. During a call, press VOLUME. (To change volume without making a call, lift
the handset or press ANSWER/RELEASE first).
2. A slider appears. Adjusts this using the -keys on its left (softer) and right
(louder).
3. When finished, press DONE.
Page 16 - Actions During a Call
Using the Notepad
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Adding Voluntary Account Codes
Actions During a Call – Page 17
Adding Voluntary Account Codes
You can enter an account code during any external call. If the system records the
call on its call log, it includes the account code. The system checks the code against
its list of valid codes (ask your System Manager for a copy).
To enter a voluntary account code:
1. During the call, press ACCOUNT.
2. Enter an account code. If you make a mistake, press DELETE to delete the
last digit entered.
3. When you have entered the full code, press DONE.
4. If the system does not recognise the code, the phone displays RE-ENTER
ACCOUNT.
Software Release
Occasionally you may need to talk to someone for support about your phone or
phone system. It may be useful to tell that person what software your phone system
uses.
To display the software release:
1. During a call, press PROGRAM, the phone displays the software installed on
your system. To do this without making a call, just press ANSWER/RELEASE
first.
2. Press SCROLL to return to the normal display.
Muting Calls
Recall
You can stop the caller from hearing you if necessary. This feature works for both
handsfree and handset calls.
To switch mute on/off:
Press MUTE. The -symbol disappears when muted.
Your phone system may connect to another phone system by a fixed line (tie line). If
this is the case, you may occasionally need to use a 'recall' (your System Manager
will advise). To do this, RECALL appears when necessary. You may also use
RECALL to switch from Dial Ahead to sending tones on incoming calls.
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Actions During a Call – Page 17
Adding Voluntary Account Codes
Page 18 - Answering Calls
Answering Normal Calls
Answering Calls
Answering Normal Calls
When calls arrive, the display shows information about the call before you answer. It
gives a repeated double flash for external calls or a repeated single flash for internal
calls. The ringer also shows the call type by a repeated single or double ring if on
(see page 35).
To answer the call:
1. Lift the handset or press ANSWER/RELEASE.
Note: For automatic External call connection, your System Manager can set a
turret to free flow mode (see page 19).
Answering a Page Call
When someone pages your phone (see page 8) or a group to which it belongs (your
phone does not have to be in group), the system connects the page after giving a
tone. You can hear the page but they cannot hear you. The display shows PAGING
and the pager's number. If you answer a page it turns into a normal call.
To answer a page:
1. Press ANSWER/RELEASE and then pickup the handset or continue the call
handsfree. Note that this feature can be switched off for the whole system.
Answering a Message
Other extensions can leave their number on your phone (see page 14). Your phone
can store several messages. It shows CALL FOR MESSAGE, the caller's number
and the lamp comes on. The exceptions are:
• If your own number appears, this indicates an alarm
(see page 18).
• If Message From Voice Mail appears, this indicates that you have new voice
mail (see page 42).
To answer or cancel a message:
• To view any other message, press NEXT if shown.
• To call the extension, press CALL.
• To clear the message, press CANCEL.
• At the last message, press AGAIN to repeat the list.
Alarms - Triple Ring, Music or Recorded Message
You can set a personal alarm to ring your phone (see page 37). The System
Manager can also set system alarms to call a group to which you belong (your
phone does not have to be in group). 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 18 - Answering Calls
Answering Normal Calls
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Answering a Callback
Answering Calls – Page 19
Answering a Callback
You can arrange a callback from a busy or ringing extension (see page 13). When
the callback takes place, your phone displays the call details, "CALLING" and
CALLBACK. If you do not answer, the callback cancels after a short time (see
page 36).
To answer/cancel a call back:
1. To continue the callback, press ANSWER/RELEASE.
2. To cancel the callback, press CALLBACK.
Answering Other Extensions - Call Pickup
You can pickup an incoming call to any other extension regardless of whether or not
the other extension is in your group. In addition, your extension can store a pickup
group number (see below). If an extension in your pickup group rings then the
PICKUP option appears. You can also pickup calls using DSS (see page 27) or
Soft DSS keys (see page 30).
To show and pick up any ringing phone:
1. When you hear another extension ringing, dial it's number and then press
PICKUP.
To pick up external calls in your pickup group:
1. Press PICKUP to show the longest ringing call.
2. Press the -symbol (if shown) opposite the name to switch between details of
the caller and called party.
3. To show other ringing phones, press NEXT (if shown).
4. To pick up the call shown, press ANSWER/RELEASE.
5. To cancel the pickup display, press CANCEL.
6. To repeat the list press AGAIN.
To set the phone's pickup group:
1. Press PROGRAM and then SCROLL. Press PICKUP.
2. Enter your passcode (see page 40).
3. The display shows PICKUP GROUP and the current pickup group's number (if
set).
4. Press CANCEL and enter a new pickup group number.
5. Press DONE and then PROGRAM to finish.
Automatic Calls - Hotline Operation
Hotline operation allows a phone to automatically dial a number when left off-hook
for a set period. Your System Manager or maintainer controls this feature.
Automatic External Call Connection
The System Manager can set a turret to free flow mode. In this mode, the system
connects external calls automatically after giving a single tone (but not transferred
external calls). After ending a call, the system waits 3 seconds before connecting the
next call.
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Answering Calls – Page 19
Answering a Callback
Page 20 - Transfer, Park & Hold Calls
Transferring Calls
Transfer, Park & Hold Calls
Transferring Calls
You can transfer a call to an extension that is ringing or giving busy tone. If the call
waits unanswered for too long, it may recall to your extension.
To transfer a call using hold:
1. Press HOLD to hold your current call.
2. Dial the extension to which you want to transfer the call.
• Announced transfer: Wait to be answered.
If unanswered, press HOLD to retrieve to the first call.
If okay to transfer, press ANSWER/RELEASE.
If not okay to transfer and you clear down first, press SCROLL , CLEAR
and then HOLD to retrieve the first call.
If not okay to transfer and called party clears down first, then press HOLD to
retrieve the first call.
• Unannounced transfer: Press ANSWER/RELEASE immediately (even if
you hear ringing or busy tone).
To transfer a call using dial ahead:
1. Whilst still connected to the other party, either dial the number of the other
extension or press HOLD and use the Directory feature (see page 10).
2. If the display shows FREE, press ANSWER/RELEASE to transfer, otherwise
press CANCEL.
To transfer an external call using park:
1. Press PARK to park the current call. Note the line number of the call and give
this to the person whom you want to unpark the call (e.g. by calling or paging
them).
Holding Calls
Only the extension that holds a call can retrieve it unless they transfer the call. When
you hold a call, your phone shows its details on the right of the display and the caller
hears music (if installed). You can only hold one call.
To hold a call:
1. Press HOLD (Pressing ANSWER/RELEASE now or replacing the handset parks
the call, see page 21).
2. Retrieve the call by pressing HOLD again or make another call (enquiry call) and
then:
3. Press the -symbol (if shown) opposite the name to switch the display between
the current and the held call details.
• To switch between calls, press HOLD.
• To conference, press CONFER (see page 15)
• To transfer the held call, press ANSWER/RELEASE.
Page 20 - Transfer, Park & Hold Calls
Transferring Calls
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Parking Calls
Parking Calls
Dialling Ahead
Transfer, Park & Hold Calls – Page 21
You can retrieve parked calls at any other extension on the system. Your phone
displays calls you parked by a flashing -symbol next to the line number. You can
park several calls simultaneously. Calls parked and not retrieved may recall your
phone after a short time.
To park an external call:
1. During the call, press PARK.
To unpark calls parked at your extension:
1. Press the display key next to the flashing -symbol.
To unpark a call at another extension:
1. Dial the parked call's line number (external calls only).
Whilst on an incoming call you can display the status of another extension (or group)
without interrupting your call.
To check the status of another extension during a call:
1. Either, press INDeX and obtain required number from the Directory by keying
name (see page 10) or, if you know the number, simply dial.
2. The extension's status appears on the right-hand display; FREE, BUSY or NU
(Number Unobtainable).
3. Dial another number or press CANCEL.
If the extension displayed is free:
1. For an unannounced transfer, press ANSWER/RELEASE.
2. To make an enquiry, press HOLD. This holds your current caller and rings the
dial ahead extension.
3. If unanswered, press HOLD to retrieve your first call.
4. If answered, either press ANSWER/RELEASE to transfer your call or press
HOLD again to switch between calls.
You can set your phone to always automatically hold your current call and ring the
dial ahead number if it is free (rather than display FREE).
To select show free or ring if free:
1. Press PROGRAM and then SCROLL. Press CALLFREE.
2. Enter your passcode (see page 40).
3. To change the current setting, press CHANGE.
4. Press DONE and then press PROGRAM to finish.
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Transfer, Park & Hold Calls – Page 21
Parking Calls
Page 22 - Diverting Calls
Using Diverts
Diverting Calls
Using Diverts
Your phone can store divert destination personal numbers for different situations, i.e.
when busy, not answering and to when you wish to divert all calls. For each situation
you can divert to both frequently used divert destinations as well as infrequently
used destinations. The divert types are:
Divert Types
• Divert All:
Used with the DIVERT key. When on, only the
extension to which you diverted to can ring you.
• Divert on Busy:
Used when your phone is on a call. When set, callers
cannot set a callback or camp on.
• Divert on No Answer:
Used after a call rings your phone for a set period (see
page 36).
Divert All is only activated by pressing the DIVERT key. Divert on Busy and Divert
on No Answer are, once set are always active. See page 23 for instructions on
setting up these divert destinations. In addition, you can use either:
• No Calls:
• Remote forward:
Page 22 - Diverting Calls
Using Diverts
Stops all calls. Callers hear continuous tone or can be
diverted to the Divert All number if set (see page 25).
This feature must be permitted by the System
Manager. Allows you to remotely change your Divert
All number and switch DIVERT on/off (see page 26).
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Using Diverts
Diverting Calls – Page 23
Divert Destinations
Divert destinations can be to your HOME, MOBILE, DELEGATE(secretary, etc.),
VOICE , OTHER or a system speed dial number (see page 23). These divert
destinations are known as Personal Numbers and can be set from your phone as
frequently used or infrequently used destinations. Hence, you choose when and
where you want to receive your calls.
Personal Number Divert Settings
When setting personal number diverts to Mobile/Home destinations the following
general points should be considered:
• If your Home or Mobile destination is configured to divert callers on busy (i.e. to
voice mail supplied by your service provider), we recommend that you activate
Call Waiting (if available with your service provider), so that Personal Numbering
callers can be recalled to your INDeX voice mailbox once the Personal
Numbering Recall timer has expired.
• If your Home or Mobile destination is configured to divert callers on no answer,
but you require unanswered Personal Numbering calls to recall to your INDeX
voice mailbox, then ensure that the Personal Numbering Recall timer is lower
than that of the destination no answer timer.
• Do not configure your Mobile or Home destination to divert back to your office
DDI number.
Remote Setting of Personal Number Diverts
When you are away from your desk or even out of the office, you can dial the Voice
Manager and set/change your Personal Number divert settings:
To access the Voice Manager:
1. If internal, dial the Voice Manager extension number.
2. If external, either dial in to your company and ask to be transfer to the Voice
Manager extension or use a direct number if your company has one set up
3. When you hear the Voice Manager respond, press #.
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.
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Diverting Calls – Page 23
Using Diverts
Page 24 - Diverting Calls
Setting the Divert Types and Personal Numbers
Setting the Divert Types and Personal Numbers
It is strongly recommended that you set up Divert All with frequently used personal
number destinations. Once set these numbers will be displayed (after pressing the
DIVERT key) as MOBILE, HOME, DELEGATE or OTHER.
You can also set your phone to divert when Busy or on No Answer (see below).
To set frequently used Divert All numbers:
1. Press PROGRAM and then DIVERT.
2. Enter your passcode (see page 40) and press SCROLL.
3. Press NUMBER. The divert destination options MOBILE, HOME or
DELEGATE are displayed.
4. Select the first divert all destination. Press DELETE to remove any previous
entry and then enter the required number.
Note: For MOBILE, and HOME numbers only, you do not have to add
the line access prefix. If you are setting OTHER with an off switch number,
you must add a line access number. Press DONE to enter the number.
5. Either select the next divert destination and repeat step 4 or press DONE and
SCROLL again to set the timeout (if required). Otherwise jump to step 7.
6. Press TIMEOUT and select the divert all destination from the options
displayed. Press CANCEL to remove any previous entry and then enter the
time in seconds (sets the length of time that the call will ring at the active
destination number before reverting to your voice mailbox). Press DONE and
either select another divert all destination and enter a timeout or jump to step 7.
7. If a system speed dial number is required press ALL followed SPEED DIAL.
Select the required system speed dial store number. Alternatively, you can
press ALL and enter another alternative divert all number. These will be
displayed as OTHER when the DIVERT key is pressed to activate divert all.
8. Press PROGRAM to finish.
9. To activate divert all, see page 25.
To set infrequently used Divert All numbers:
1. Press PROGRAM and then DIVERT.
1. Enter your passcode (see page 40) and press ALL.
2. If a system speed dial number is required press SPEED DIAL. Select the
required system speed dial store number. Alternatively, you can enter another
divert all number. When frequently used divert all destinations have been set
(see above) this infrequently used number will be displayed as OTHER when
the DIVERT key is pressed. Alternatively, if no frequently used divert all number
have been set the only will appear above DIVERT when divert all is switched
on.
4. To activate Divert All, see page 25.
To set Divert on Busy or No Answer:
1. Press PROGRAM, DIVERT and enter your passcode (see page 40).
2. Select either ON BUSY or NO ANS. followed by DELETE.
3. Enter the required divert destination number and press DONE .
4. Press PROGRAM to finish.
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 36).
Page 24 - Diverting Calls
Setting the Divert Types and Personal Numbers
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Switching Divert All On/Off
Diverting Calls – Page 25
Switching Divert All On/Off
Where divert destinations have been previously set (see page 23), pressing the
DIVERT key will activate the Divert All feature.
To select the divert all destination:
1. Press DIVERT and a solid appears above the DIVERT key. All of the
available divert destinations are displayed with a flashing beside the active
divert destination.
(Press SCROLL if a solid appears next to SCROLL to display an additional
divert destination; normally shown as OTHER ).
2. You can change the active divert destination by pressing the key next to
MOBILE, HOME, DELEGATE , VOICE or OTHER .
3. Pressing DIVERT again will display the new active divert destination (with a
flashing ).
To switch divert off:
3. Press DIVERT and CANCEL . You can activate another divert destination by
pressing the required key next to MOBILE, HOME, DELEGATE ,
VOICE or OTHER . See steps 2 and 3 above.
Switching No Calls On/Off
Pressing NO CALLS switches it on or off. When on, and you lift the handset or
press ANSWER/RELEASE you will hear a broken dial, but you can still make calls.
How it works depends on if you have set a Divert All number (see page 23).
• With a Divert All Set: Press NO CALLS and DIVERT. The -symbol above
the NO CALLS key stays on. All calls go to the divert number but unlike Divert
All, even that number cannot call you. Or, press REJECT and the -symbol
above the NO CALLS key flashes and callers hear continuous tone
• With no Divert All Set: Press NO CALLS and REJECT. The -symbol above
the NO CALLS key flashes and callers hear continuous tone.
No Call Override
Your System Manager can set an override on selected display terminal such that,
even if you have selected No calls, they can still ring you. If your phone has been
given this facility, when you ring and extension with No calls set, you will see
MESSAGE and OVERRIDE displayed. Hence you can either leave a message
or override the No calls setting of the called phone.
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Diverting Calls – Page 25
Switching Divert All On/Off
Page 26 - Diverting Calls
Displaying an Absence Message
Displaying an Absence Message
You can select an absence message to display on your phone. It then also appears
on any other suitable phones that calls you (unless you have a Divert All number in
use).
To select an absence message:
1. Press PROGRAM and then ABSENT.
2. Enter your passcode (see page 40).
3. Press CHANGE to select a message (or CLEAR to cancel an existing
message). For just personal text, select CUSTOM. Then press DONE.
4. PERSONAL TEXT? appears. To have no personal text, press NONE. To add
some text press EDIT. Enter text as for editing the phone name (see page 41).
5. When complete, press SET.
Forwarding Calls
Forward allows you to remotely set your phone to divert. By default, the system
bars remote forwarding extensions. Contact your System Manager to enable this
feature.
To set a forward:
1. From another display terminal, press PROGRAM and then FORWARD.
2. The display shows FORWARD FROM ?. Enter the phone number from which to
forward calls from and press DONE.
3. Enter the passcode of the phone from which you wish to forward calls, e.g. your
passcode if you are forwarding calls from your phone. (see page 40).
4. The display shows FORWARD TO ? and the phone's current Divert All number
(if set).
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 26 - Diverting Calls
Displaying an Absence Message
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Setting Up a DSS Key
DSS Keys – Page 27
DSS Keys
Setting Up a DSS Key
Phones have eight DSS keys along their right-hand edge. Each can store a line,
extension or group number. DSS keys allow you to dial numbers in a single key
stroke and perform actions such as Pickup, Unpark, etc.
You can also use DSS keys to dial personal speed dial numbers (see page 11). In
addition, certain network environments may allow you to program remote extensions
under DSS keys. Consult your System Manager for details.
To set a DSS/BLF key directory number:
1. Press PROGRAM and then the DSS key to use.
2. Enter your passcode (see page 40).
3. The display shows the current stored number (if set).
4. Press CANCEL and dial the number to store.
5. Select another DSS key or press DONE and PROGRAM to finish.
Using DSS Keys
Once setup, you can use the DSS key for the following actions. You can also use
DSS keys to dial personal speed dial numbers (see page 11).
To make internal calls:
Press the DSS key storing the extension or group number.
To make external calls:
Press the DSS key storing the line or line group number, then dial the external
number.
To pickup calls:
Press the DSS key storing the ringing extension number (fast flashing red BLF
lamp).
To unpark calls:
Press the DSS key storing the parked line number (slow flashing green or red BLF
lamp).
To make a page call:
Press PAGE and then the DSS key storing the extension or group number.
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DSS Keys – Page 27
Setting Up a DSS Key
Page 28 - DSS Keys
BLF Status Lamps
BLF Status Lamps
The DSS keys on 2050 & 2060 phones incorporate dual-colour BLF lamps. These
show the status of the number stored under the DSS key.
Red BLF Lamp Signals: Calls to/from other extensions.
• Slow Flash: Call on line parked at another extension.
• Fast Flash: Extension ringing.
• Long On/Short Off: Extension or line busy.
• Solid: Extension or line disconnected.
Green BLF Lamp Signals: Calls to your extension.
• Slow Flash: Call on line parked at your extension.
• Fast Flash: External call ringing your extension.
• Solid: Call connected or held at your extension.
Alternate Green/Red Lamp Signal: Pilot Number.
• Slow Flash: Caller ringing pilot number.
DSS Key Label
Next to the DSS keys is a label. You can remove the label cover to write on the card
below. You can also remove the label cover under the handset using the same
method (it has a single pin hole on the bottom edge).
To remove the label cover:
1. Insert a fine but not sharp point (e.g. end of a paper-clip) into one pin hole.
Squeeze the label to the right.
2. Repeat with the other pin hole.
3. Lift the label cover clear and remove the card insert.
To replace the label cover:
1. Replace the card insert.
2. Slide the tabs on the right-hand edge of the label cover into their slots.
3. Bow the label cover to slip the tabs on the left-hand edge of the label cover into
their slots.
DSS Key Label Template
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 handset.
To use the template:
1. Copy the file DSSKEYUK.DOT into the Word template directory, i.e. the
directory containing other .DOT files (this varies according to the version of
Word and other Microsoft programs that you use, typically it is the WINWORD
or TEMPLATE directory).
2. Start Word. Select File and then New.
3. From the list of templates select DSSKEYUK.
4. Follow the instructions included within the template.
Page 28 - DSS Keys
BLF Status Lamps
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Answering a Call Waiting
Interruptions During a Call – Page 29
Interruptions During a Call
Answering a Call Waiting
If during a call, CALL WAITING appears and the lamp fast flashes, then someone
has 'camped on' to your phone (see page 14). Press the -symbol (if shown)
opposite the name to switch between details of the waiting and current call.
To answer a call waiting:
1. Park (press PARK) or end your current call.
2. The waiting call rings your phone.
Answering an Alert
If ON HOLD appears during a call, an extension with your number set as a Soft DSS
key has sent you an alert (see page 34). Press the -symbol (if shown) opposite the
name to switch between details of the current and waiting alert call.
To switch between calls:
1. Press HOLD. Use the held call features (see page 20).
Single Pips - Intrusion
Single pips during a call indicate that another phone is about to intrude on your call.
Once they intrude, the system gives regular reminder pips.
Please Finish Call Message
The system supports Clearcheck. "PLEASE FINISH CALL" appears when
maintenance is about to start on a part of the system your phone is using. The
message "THIS TERMINAL IS OFFLINE" appears when maintenance is in
progress.
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Interruptions During a Call – Page 29
Answering a Call Waiting
Page 30 - ACD Working
ACD on 2050 Phones?
ACD Working
ACD on 2050 Phones?
Your System Manager can provide 2050 phones with some ACD functions. ACD
(Automatic Call Distribution) is a process widely used in telesales, informal Call
Centres, departmental Helpdesks, etc. When ACD agents log on from their phone,
the system automatically starts to direct appropriate incoming calls to them if they
are free.
Starting ACD Working - Logging On
To receive ACD calls you must log on.
To Log On:
1. Press LOG ON.
2. Enter your agent number. (You may be asked to enter your passcode.) If you
make a mistake, press CANCEL and re-enter your agent number.
3. Press DONE.
4. If not recognised or already in use, either enter your number again or press
DONE.
5. A solid -symbol above the GROUP keys indicates when you are available to
receive ACD calls.
Stopping ACD Calls Temporarily - Busy
To temporarily stop receiving ACD calls:
1. To indicate that you are at your desk but doing other work, press GROUP. The
flashing -symbol above the GROUP key indicates 'busy wrap up' to the ACD
system. The system can automatically cancel this after a short time.
2. To indicate that you are away from your desk, press NO CALLS. The flashing symbol above the NO CALLS key indicates 'busy not available' to the ACD
system.
3. To indicate you are ready to receive ACD calls again, press the GROUP key. A
solid -symbol above the GROUP key indicates 'ready' to the ACD system.
Finishing ACD Working - Logging Off
To Log Off:
1. Press LOG OFF.
Page 30 - ACD Working
ACD on 2050 Phones?
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Planning Soft DSS Keys
Manager-Secretary Setup – Page 31
Manager-Secretary Setup
Planning Soft DSS Keys
The four Display Keys can be set up for Soft DSS working (see page 33). When
setting up Soft DSS keys you must decide:
• How many Soft DSS keys do you want?
Half-line mode supports up to 4 keys. Full-line mode supports up to 2 keys but
shows more information.
• What Soft DSS key features do you want to have?
You can use half-line mode to make calls only. You can use full-line mode to
make calls, send alerts, etc.
• What type of calls do you want to make/receive?
When using Soft DSS keys to make a call, the usage setting of your phone and
the phone called determines the type of call. The possibilities are:
• Standard Call: The same as a normally dialled call.
• Page Call: The extension called hears a single tone and can then hear you
(you cannot hear them).
• Direct Call: The extension called hears a single tone and then you can hear
each other.
There are four usage settings (Normal, Auto Answer, Voice and Intercom). See
page 32 to see how the different usage settings interact.
Setting Up Soft DSS Keys
To clear the Soft DSS keys after set-up, cancel all the set extensions (see page 32).
To setup Soft DSS keys:
1. Press PROGRAM, SCROLL and then SOFT DSS.
2. Enter your passcode (see page 40).
3. The phone shows NO SOFT DSS KEYS. Press CHANGE until the display
mode required appears, then press DONE.
4. Enter the first extension number and then press NEXT. If the right-hand display
is blank, you can enter another. If you have entered all the extensions, press
DONE.
5. Press USAGE. Press CHANGE until the setting required appears and then
press DONE.
6. Press PROGRAM to finish.
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Manager-Secretary Setup – Page 31
Planning Soft DSS Keys
Page 32 - Manager-Secretary Setup
Changing the Soft DSS Display Mode
Changing the Soft DSS Display Mode
The display mode sets how many Soft DSS keys you can have; 4 in half-line mode
or 2 in full-line mode. Note that if you change mode from half-line to full-line, you
lose the last two extensions entered.
To set the Soft DSS key display mode:
1. Press PROGRAM and SCROLL. Press SOFT DSS.
2. Enter your passcode (see page 40).
3. Press MODE. The display shows the current mode.
4. To change mode, press CHANGE.
5. Press DONE. The display goes to extension entry.
6. Press PROGRAM to finish.
Changing the Soft DSS Extensions
The Soft DSS features only work correctly with extension numbers. Do not set lines
or groups as Soft DSS keys.
To set a Soft DSS key extension:
1. Press PROGRAM and SCROLL. Press SOFT DSS.
2. Enter your passcode (see page 40).
3. Press EXTNS. to display the first number set.
• To cancel the number, press CANCEL.
• To display the next number, press NEXT.
• To enter a new number, press NEXT until the top-right display goes blank,
then enter the number.
4. Press PROGRAM to finish.
Changing the Soft DSS Usage
When using Soft DSS Keys to make a call, the usage setting of the two phones
determines the type of call that occurs (see diagram). The phone's usage setting
affects all of its Soft DSS keys. The system treats extensions with no Soft DSS Keys
as set to NORMAL CALL.
Usage Setting
Normal or Auto Answer
Normal
Auto Answer
Voice
Voice
Intercom
Call Type
< Standard / Standard >
< Page / Standard >
< Direct / Standard >
< Page / Page >
< Page / Direct >
< Direct / Direct >
Usage Setting
Normal or Auto Answer
Voice or Intercom
Voice or Intercom
Voice
Intercom
Intercom
To set the soft DSS key usage:
1. Press PROGRAM and SCROLL. Press SOFT DSS.
2. Enter your passcode (see page 40).
3. Press USAGE. The display shows the current setting.
4. To change the current usage, press CHANGE.
5. Press PROGRAM to finish.
Page 32 - Manager-Secretary Setup
Changing the Soft DSS Display Mode
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Using Soft DSS Keys
Manager-Secretary Working – Page 33
Manager-Secretary Working
Using Soft DSS Keys
The INDeX system supports a range of functions for users who work together, i.e.
regularly call and transfer calls between each other. This is called "ManagerSecretary working". These functions can be set-up under the four Display Keys to
provide Soft DSS working (see page 31 for set-up details).
The Soft DSS keys displays the name of another extension. The adjacent display
key allows you to make calls to that extension plus other features. The display key's
-symbol acts as a busy lamp to show the extension's status.
Soft DSS has two modes. In half-line mode you can set 4 Soft DSS keys. In full-line
mode you can only set 2 keys but these can display more details and functions.
Soft DSS Key Display
After setting up a Soft DSS key, the -symbol next to the extension's name shows
its status, e.g.
Off = Extension is free.
Flashing = Extension is ringing.
On = The extension is busy.
In full-line mode, the display also shows when an extension is on DIVERT or NO
CALLS.
Set to No Calls, no divert all set.
Set to No Calls, diverting to 204.
Set to Divert All, diverting to 204.
Making Calls
The -symbol next to the Soft DSS extension name is solid when busy, flashes
when ringing and not shown if free.
To make a call using a Soft DSS key:
1. Press the display key next to the extension name. The Soft DSS usage setting of
your phone and the phone called determine what type of call occurs (see page
32).
2. If the extension is busy, the phone displays the same options as for normal calls
(see page 13).
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Manager-Secretary Working – Page 33
Using Soft DSS Keys
Page 34 - Manager-Secretary Working
Park Transferring Calls
Park Transferring Calls
During calls, full line Soft DSS keys display <-PARK next to each name. Pressing
the -key next a <-PARK option, transfers and parks your caller against that
extension.
To park transfer a call:
1. Note the call's line number on the display.
2. Press the -key on the right of the Soft DSS name. The system transfers the call
and parks it at that extension.
3. Press the -key on the left of the Soft DSS name to call that extension and
announce the parked caller.
4. If the Soft DSS extension does not answer or want the call, dial the line number
to retrieve the parked call.
Alerting a Busy Extension
A solid -symbol next to a Soft DSS key means that extension is busy. In full-line
mode, you can send them an alert (only to another display phone). This places you
on hold against their extension.
To alert the extension:
1. Press the display key on the right of the name. The display shows details of the
extension's current call.
2. If ALERT does not appear, the extension is busy for reasons other than a call,
e.g. handset off-hook.
3. Press ALERT. The display shows HOLDING.
4. If INTRUDE appears, you can intrude on the call (see page 14).
Remotely Switching No Calls/Divert On/Off
In full-line mode (see page 32), Soft DSS keys allow you to remotely switch the
extension's NO CALLS or DIVERT ALL on/off.
To switch on/off divert all or no calls:
1. Press the -key on the right of the extension name.
2. If ALERT appears the extension is busy. Press the key on the right of the
extension name again (press SCROLL if necessary to redisplay the name).
3. Select the option to change; NO CALLS or DIVERT
4. DIVERT does not appear if the extension does not have a Divert All number set).
5. The Soft DSS display shows the new status.
Page 34 - Manager-Secretary Working
Park Transferring Calls
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Changing the Ringer Volume
Ringer Controls – Page 35
Ringer Controls
You can change for your OWN phone and, if in a group, the Group ringer's:
- Volume (including the Steps in which the volume increases).
- Sound of the ringer to your own distinctive ring.
- Timeout period before a callback call can ring before being cancelled,
the period in which your group phone rings before trying the next number
and/or the time your phone rings before the system uses a divert.
In addition, for incoming Internal and External calls, you can turn the ringer off.
Changing the Ringer Volume
While altering the volume, the phone rings.
To change the ringer volume:
1. Press PROGRAM and then RINGER.
2. Enter your passcode (see page 40).
3. Select from either OWN or GROUPS .
4. Press VOLUME. The display shows a slider. Adjust this using the -keys on its
left (softer) or right (louder).
5. Press DONE and PROGRAM to finish.
The ringer volume for all incoming calls is now changed.
Changing the Ringer Sound
The ringer sound contains three tones. You can adjust the 'mix' of these to achieve
your own distinctive ring. While doing this the phone rings.
To change the ringer sound:
1. Press PROGRAM and then RINGER.
2. Enter your passcode (see page 40).
3. Select from: OWN or GROUPS .
4. Press SOUND. The display shows a slider. Adjust this using the -keys on its
left and right.
5. To select another part of the sound to adjust, press TONE. This changes the
slider to a different tone.
6. Press DONE and PROGRAM to finish.
Switching the Ringer On/Off
You can switch the ringer on or off for internal and/or external calls. This does not
affect the information displayed.
For internal calls you can also select AUTO ANSWER to connect internal calls after
giving just a single tone. This feature is sometimes called "Splash calls". A similar
feature can also be enabled for external calls (see "Automatic External Call
Connection" on page 19).
To switch the internal or external ring on/off:
1. Press PROGRAM and then RINGER.
2. Enter your passcode (see page 40).
3. Select either EXTERNAL or INTERNAL.
The display shows the current setting.
4. To change the ringer mode, press CHANGE to select ON, OFF or AUTO
ANSWER (internal only).
5. Press DONE and PROGRAM to finish.
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Ringer Controls – Page 35
Changing the Ringer Volume
Page 36 - Ringer Controls
Setting a Ringer Step
Setting a Ringer Step
If a call rings unanswered, the phone can increase the volume on each ring until it
reaches its maximum. You can select several sizes of increase step.
To set the ringer volume step size:
1. Press PROGRAM and then RINGER.
2. Enter your passcode (see page 40).
3. Select from: OWN or GROUPS .
4. Press STEPS.
The display shows the current setting;
LARGE STEP, SMALL STEP or NO STEP (no increase).
5. To select another step size, press CHANGE.
6. Press DONE and PROGRAM to finish.
Setting the Ringer Timeout
The ringer timeout control several actions.
• Callback:
How long a callback rings you before cancelling.
• Group hunting:
How long calls to a group of which your phone is a member, rings your phone
before trying the next member.
• Divert on no answer:
How long calls ring at your phone before the system uses Divert on No Answer if
set.
To set the ringer timeout:
1. Press PROGRAM and then RINGER.
2. Enter your passcode (see page 40).
3. Select from either OWN or GROUPS .
4. Press TIMEOUT. The display shows the current setting.
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.
Page 36 - Ringer Controls
Setting a Ringer Step
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Personal Alarms
Other Features – Page 37
Other Features
Personal Alarms
You can set the phone to give you an alarm call at a set time on a particular day or
type of day (e.g. weekdays). The alarm can be normal ringing, music or a system
announcement. You can also add your own short text message. If your phone is
busy at the set time, the alarm waits until it is free.
Your System Manager can also arrange alarms. System alarms do not wait until
your phone is free. You do not have to be in group to receive a System alarm.
To set a personal alarm:
1. Press PROGRAM and then ALARM.
2. Enter your passcode (see page 40). If you have an alarm set, CLEAR appears
below the alarm time.
3. To set the alarm type: Press TYPE. Press CHANGE until the required type
of alarm appears, then press DONE.
4. To add or remove an alarm message:
Press MESSAGE and:
• To select no message, press NONE.
• To alter the message, press EDIT.
Enter the message text (see page 41) and then press DONE.
5. To set the alarm time and day: Press SET. Dial the alarm time in 24-hour
clock format. Press the symbol on either side of the day shown to select the
day or days on which the alarm should occur, then press DONE.
6. Press PROGRAM to finish programming.
To clear a personal alarm:
1. Press PROGRAM and then press ALARM.
2. Enter your passcode (see page 40).
Press CLEAR to cancel the alarm settings.
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Other Features – Page 37
Personal Alarms
Page 38 - Other Features
Missed Calls
Group
Missed Calls
The MISSED function displays the last five unanswered external calls to your
phone. Note that this function only works for calls which include CLI, i.e. the caller's
phone number.
Press MISSED and either the name of the missed caller or the date and time of
the missed call is displayed. If only the name is displayed, press SCROLL to
display the date and time. Use the lower left and right display keys to move between
details of different calls. You can recall the displayed caller by pressing CALL.
You can save a number by pressing SAVE. This stops the number being removed
until you press DELETE. The missed calls function stores a maximum of five
missed numbers including saved numbers.
Note: Unsaved missed numbers are removed once you exit the missed function.
Your phone is allocated to groups by your System Supervisor and can be either one
or both of the following features• Membership of a group or groups that you join and leave all of by pressing the
GROUP key.
• Membership of a group or groups that you can select to join and leave
individually by pressing the key next to the GROUPS display.
When in group, you receive calls made to the group number (not your extension
number; however you can still receive calls made to your extension number).
In addition, the group's type sets the order in which its members ring (defined by
your System Manager). The types are rotary, collective, sequential and longest
waiting (see "Glossary" on page 48).
When in a group, where each member rings in turn, your phone rings for the time set
by its ringer timeout; you may change this timeout (see page 36). Similarly, you can
change the ringer sound for group ringing (see page 35 ).
Going into group switches divert all or no calls off.
To join/leave a group or groups:
1. Pressing the GROUP key takes your phone in or out of all groups that you are a
member of.
2. When in group (shown by a symbol above the GROUP key) you can receive
calls made to the group.
Your System Manager can inhibit use of the GROUP key.
To select which group you wish to join/leave:
1. Pressing the key next to the GROUPS display will cause the first group you are
permitted to join/leave to be displayed.
2. You may step through the available groups by pressing the key next to the
displayed name (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.
Page 38 - Other Features
Missed Calls
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Hot Desking
Hot Desking
Other Features – Page 39
Warning:
Phones being used for ACD also have log on and log off controls and should not be
confused with phones being used for hot desking.
In some situations a phone may be shared by more than one person, with each
person having a different extension number. This is called "hot desking".
Whilst a user is logged off, calls to them will follow their divert all settings or are rerouted by the INDeX if they have no divert set.
To Log On:
1. If the phone is displaying NOT LOGGED ON, press either •LOG ON and enter
your number or •INDeX and select your name. You may be asked to enter your
passcode (option set by your System Manager). See page 40 for details on
entering and changing your passcode.
2. If the phone is displaying LOG OFF, press that key first and then perform step 1
as above.
Message Waiting Indication
When a voice message has been left against a logged off hot desk number, then,
when logging on again, the Message Waiting Indicator will illuminate and the display
will show Message From Voice Mail. Once logged on, you can listen to the voice
message(s). See “Listening to Voice Messages” on page 42.
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Other Features – Page 39
Hot Desking
Page 40 - Phone Settings
The Phone Passcode
Phone Settings
The Phone Passcode
If the phone displays ENTER PASSCODE, it expects you to dial your passcode. The
default passcode is 0000.
Wrong passcode entry can result in the phone becoming barred. Barred phones
cannot access features requiring passcode entry. They can make external calls but
only to special numbers, e.g. Emergency numbers.
To enter your passcode:
1. Dial your passcode. If you make a mistake, press CANCEL and restart entry.
2. If you enter the wrong number, the phone displays REENTER. Enter the
passcode again or press PROGRAM to end programming.
3. If you enter the wrong passcode 5 times, the phone displays THIS TERMINAL IS
BARRED. To unbar your phone contact the System Manager.
To change your passcode:
1. Press PROGRAM and then SCROLL twice. Press PASS.
2. Enter the current passcode.
3. The display shows ENTER NEW CODE. Enter the new passcode (all passcodes
must be at least four digits).
• To restart after a mistake, press CANCEL.
Background Music
If your system has external Music-on-Hold installed, you may be able to have it play
when the phone is not in use. The phone's speaker volume controls the loudness of
the music (see page 16).
To switch background music on/off:
1. Press PROGRAM and then SCROLL. Press MUSIC.
2. Enter your passcode (see page 40).
3. The display shows the NO MUSIC or BACKGROUND MUSIC.
4. To change the current setting press CHANGE.
5. Press DONE and then press PROGRAM to finish.
Page 40 - Phone Settings
The Phone Passcode
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Displaying Phone Details
Phone Settings – Page 41
Displaying Phone Details
You can view the details of the phone's type, number and directory name on the
display.
To display the phone's details:
1. Press PROGRAM and then press SPEAKER.
2. The display shows the phone's type, number and on the bottom line the
phone's directory name.
3. Press PROGRAM to return to normal use.
Locking/Unlocking the Phone
You can lock your phone. This stops it being used to make external calls, users hear
continuous tone instead. You can still make internal calls whilst locked.
To lock/unlock a phone:
1. Press PROGRAM and then NO CALLS.
2. Enter your passcode (see page 40).
3. The phone displays the current setting.
4. To change the current setting, press CHANGE.
5. Press DONE and then press PROGRAM to finish.
Language Controls
The system allows you to select which language to use for the phone's display.
To change the phone's display language:
1. Press PROGRAM and then SCROLL twice.
2. Press LANGUAGE.
3. Press CHANGE to select the language required or your system's DEFAULT
language.
4. Then press DONE and then press PROGRAM to finish.
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Phone Settings – Page 41
Displaying Phone Details
Page 42 - Voice Manager
Voice Manager Functions
Voice Manager
Voice Manager Functions
The INDeX supports a number of different Voice Managers and so the range of
features/options available to you may differ. Check with your System Manager for
features/options available to you.
Listening to Voice Messages
The system can include a Voice Manager to record messages in your own voice
mailbox. You can use this by setting the Voice Manager number as your diverts (see
page 22). Remember to check your mailbox regularly as the Voice Manager can
delete messages after set periods.
To check your mailbox:
1. Press VOICE and then LISTEN.
2. The display shows ENTER PASSCODE. Enter your mailbox passcode (not your
phone's passcode).
• If you make an error, press CANCEL to restart.
3. Once in your mailbox, the Voice Manager tells you how many messages you
have. Use the controls below.
To control your mailbox messages:
1. To rewind the message, press REWIND.
2. To fast forward the message, press FFWD.
3. To hear the next message, press NEXT.
4. To delete the message, press DELETE.
5. To hear the previous message, press SCROLL and PREVIOUS.
6. To find out when the message was left, press WHEN.
7. To copy the message to a mailbox, press COPY.
8. To save the message press SCROLL and then SAVE.
9. To record a number on the Notepad, press SCROLL twice and then
NOTEPAD .
Using Any Phone
You can dial the Voice Manager and check your mail when away from your desk or
even out of the office. The phone you use must have MF tone dialling with and #
keys.
To access the Voice Manager:
6. If internal, dial the Voice Manager extension number.
7. If external, either dial in to your company and ask to be transfer to the Voice
Manager extension or use a direct number if your company has one set up
8. When you hear the Voice Manager respond, press #.
9. Enter your mailbox ID and then your mailbox password if requested.
10. The voice manager will provide you with prompts to control the messages.
Page 42 - Voice Manager
Voice Manager Functions
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Modifying Your Mailbox
Voice Manager – Page 43
Modifying Your Mailbox
You can modify your mailbox setting for the volume, password, nameyou’re your
permanent greeting as follows:
To modify your mailbox::
1. Press VOICE and then MODIFY (if lines to the Voice Manager are busy, the
phone shows a WAIT option).
2. The display shows ENTER PASSCODE. Enter your mailbox passcode (If you
make an error, press CANCEL to restart).
3. Once the Voice Manager accepts your passcode, select the feature you wish to
change from PASSWORD, NAME , PRM MSG or VOLUME.
• To alter your password, select PASSWORD and follow the verbal
instructions given. Do not set an obvious password such as 1234, 0000 or
your extension number.
• To alter your greeting, select PERM MSG. Either LISTEN to your existing
greeting or press CHANGE to alter your greeting.
Press FINISH and replace the handset or press MENU to change
NAME or VOLUME.
• To alter your mailbox name, select NAME. Either LISTEN to your existing
mailbox name or press CHANGE to alter your mailbox name.
Press FINISH and replace the handset or press MENU to change
PERM MSG or VOLUME.
• To alter your mailbox volume, select VOLUME and use the keys on either
side to increase/decrease the volume as required.
4. When finished, press ANSWER/RELEASE.
Changing Your Temporary Greeting
You can replace your mailbox greeting with a temporary one. The Voice Manager
will delete it during its daily housekeeping (which normally occurs at night).
To add a temporary mailbox greeting:
1. Press VOICE and then TEMP MSG.
2. The display shows ENTER PASSCODE. Enter your mailbox passcode.
3. Once the Voice Manager accepts your passcode, it shows LISTEN,
CHANGE, DELETE and FINISH.
4. When finished, press ANSWER/RELEASE.
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Voice Manager – Page 43
Modifying Your Mailbox
Page 44 - Voice Manager
Dial 1 Divert for Incoming Calls
Dial 1 Divert for Incoming Calls
If your system has the feature installed (consult your System Manager), you can set
up your mailbox such that incoming calls (from MF phone only) can be instructed to
dial 1 and then be diverted to a ‘delegate’ number of your choice.
To set up the dial 1 divert:
1. Press PROGRAM and then DIVERT.
2. The display shows ENTER PASSCODE.
Enter your passcode.
3. Press SCROLL and then NUMBER
4. Select DELEGATE and then CANCEL.
5. Enter the extension or group number that you wish incoming calls to be
diverted to
6. Press DONE and PROGRAM to finish.
7. Record your message for incoming calls, e.g. “Sorry that I cannot take your call,
either leave a message or please dial 1 to be transferred to the Operator", as
either a permanent or temporary greeting as follows:
8. Press VOICE and then either PERM MSG OR TEMP MSG .
9. The display shows ENTER PASSCODE.
Enter your passcode.
10. Once the Voice Manager accepts your passcode, it shows LISTEN,
DELETE, CHANGE , and VOLUME
11. Press CHANGE and record your message.
12. On completion, press FINISH and press ANSWER/RELEASE.
Leaving Voice Mail Messages
To leave voice messages:
1. Press VOICE and then MESSAGE.
2. The display shows DIAL EXTENSION and INDeX .
3. Either, enter the extension number or press INDeX and use the directory to
obtain the extension name/number.
4. Voice Manager plays the extension's mailbox name and gives a tone. Speak your
message immediately after the tone and then press FINISH.
• To check your message, press REVIEW.
• To change the message, press RERECORD.
• To send the message if okay, press SEND.
• To cancel the message, press ANSWER/RELEASE.
5. If you want to leave another message, press NEXT, otherwise press
ANSWER/RELEASE
Page 44 - Voice Manager
Dial 1 Divert for Incoming Calls
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What are System Manager Phones?
System Manager Phones – Page 45
System Manager Phones
What are System Manager Phones?
The System Manager can give special 'System Manager' status to some display
phones. Those phones can then access a set of extra features.
Night Service
Phones and lines on the system divide into areas. Each area links to a night service
timetable. The system takes the areas in and out of night service using those
timetables. Phones with System Manager status can manually switch areas between
day and night service.
During night service, display phones show a crescent moon symbol at the top-right.
Other typical effects are:
• Lines: The system directs calls to a night desk number, answerphone
extension or Voice Manager (if installed).
• Phones: The type of external call you can make becomes more restricted,
e.g. no long distance calls.
To switch areas between Day & Night Service:
1. Press SETUP and then SERVICE.
2. To change all areas, press ALL.
3. To change a particular area, press SELECT. Enter the area and press
DONE.
4. Press CHANGE to select DAY or NIGHT SERVICE.
5. When finished press DONE.
Changing the Time
Phones with System Manager status can alter the time set on the system and
displayed on phones. The time shown is in either 12-hour or 24-hour clock format
(set by the maintainer).
To set the time:
1. Press SET UP and then TIME.
2. Enter the new time in 24-hour format.
3. If entered wrongly, press CANCEL and re-enter.
4. To cancel the change press ANSWER/RELEASE.
6. When finished, press DONE.
Unlocking a Phone
When a user has inadvertently locked their phone, they can be unlocked from a
phone with System Manager status
To unlock a phonee:
1. Press SET UP, SCROLL and then UNLOCK.
2. The display shows DIAL EXTENSION and INDeX .
3. Either, enter the extension number or press INDeX and use the directory to
obtain the extension name/number.
3. Press UNLOCK
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System Manager Phones – Page 45
What are System Manager Phones?
Page 46 - System Manager Phones
Changing the Date
Changing the Date
Phones with System Manager status can alter the date set on the system and
displayed on the phones. The date on phones either displays as day:month:year or
just day:month. Your System Manager controls this feature.
To set the date:
1. Press SET UP and then DATE.
2. Enter the new date as day, month and year.
3. If entered wrongly, press CANCEL and re-enter.
4. To cancel the change and exit, press ANSWER/RELEASE.
5. When finished, press DONE.
Recording ACA Messages
Phones with System Manager status can play and record the messages used on
Automatic Call Announcer (ACA) modules. Note that while using these functions,
any features that use the ACA module will not run.
The system uses ACA modules in two ways. It plays to external callers waiting to be
answered. It also uses them for system and personal alarms.
To play/record an ACA module:
1. Press SET UP and then ACA MSG. Dial the directory number of the module.
If the module is locked, press CHANGE to unlock it.
2. To play the current recording: Press PLAY to start the module. Press STOP
to stop the module.
3. To select the recording source: Press SOURCE. Press CHANGE until the
source required; TERMINAL (the phone) or INPUT FROM EXT (the control
cabinet jack socket). When selected, press DONE.
4. To record from the selected source: Press RECORD and when the phone asks
for confirmation press RECORD again. Record the message and then press
STOP.
5. When completed, press SECURE to relock the module so that it can be used.
Page 46 - System Manager Phones
Changing the Date
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
General Phone Usage
Good Phone Usage – Page 47
Good Phone Usage
General Phone Usage
The phone provides a quick method of communication. However, think carefully
about how you use it. Your phone manner is a key part of the company's and your
image.
• Speak clearly and maintain a friendly manner.
• Position the phone within easy reach for use.
• Keep a pen and paper near the phone and use them.
• Keep a list of company and external numbers handy or use the INDeX function
(see page 10).
• If you have to talk to someone else in the office during a call, inform the caller
and then use MUTE or HOLD.
• Avoid giving your operator unnecessary work.
• Transfer callers yourself rather than via the operator.
• Keep your System Manager informed of changes in your department, so that
they can keep your pickup groups, phone directories, etc. up to date.
Answering Calls
•
•
•
•
Answer the phone promptly and identify yourself.
Sound helpful and friendly.
Get the caller's name and use it.
Do not be bad mannered to wrong numbers, always accept the apology. Transfer
the call to the correct extension if you can.
• Listen to the caller and let them know you are listening.
• If taking a message, include your name, the callers name, date, time and subject.
• If cut-off, wait for the original caller to call back.
Making Calls
• Know what you want to say, avoid rambling. If necessary, prepare key point
notes before the call.
• If you get a wrong number, always apologize, it is not the other person's fault.
• If cut-off, call back as soon as possible.
• If an extension diverts to Voice Mail, leave a message. Do not hold for another
person unless urgent.
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Good Phone Usage – Page 47
General Phone Usage
Page 48 - Glossary
Glossary
Account Codes
A code of up to 12 digits that the system outputs to its
call log with call details. Codes entered are checked
against up to 400 stored on the system.
Area
Each extension and line on the system belongs to one
of up to 250 areas. They then follow the night service
timetable linked to that area.
BLF
(Busy Lamp Field) Lamp which shows the status
(busy, ringing, etc.) of a particular number. Normally
associated with the number stored under a DSS key.
Call Log
The system can log calls that match set criteria, e.g.
length, direction, line, extension. The log includes call
details such as number, account codes, time, etc.
Camp On
A function which leaves your phone set to ring a busy
extension or line as soon as it becomes free. Stops
you receiving any other calls in the meantime.
Collective
Pickup Group
A group of phones within which you can pickup and
answer calls ringing at member extensions.
Pilot Number
A special number used to route DDI calls on the
phone system.
PIN Code
The system stores up to 400 6-digit PIN codes. Each
has its own call barring and phone settings. When you
use a PIN, its settings override those of the phone
from which you dial.
POT
(Plain Ordinary Telephone) Also called two-wire
telephones, includes fax and answer phones.
Rotary
A group where the system starts with the first free
group member after the last member rung. If
unanswered, the system tries the next free member
and so on.
Sequential
DSS
A group where the system rings the first free group
member, always starting from the front of the group. If
unanswered, the system tries the next free member
and shuttles between the first two free members.
Longest Waiting
Speed dials store phone numbers (and sometimes
account codes). The phone number can then be
dialled by keying the number of the speed dial store.
A group where the system rings all the free group
members at the same time.
(Direct Station Select) Keys which store line,
extension or group numbers. For use when making
calls, etc.
A group where the system rings the free group
members in order of how long they have been free.
Speed Dials
Tenancy
Manager Secretary Working
The system divides into tenancies, each containing
different extensions and lines. Calls between
tenancies are normally not allowed. Tenancies subdivide into areas.
Page
20CC Turret Terminals
A name for functions that help one user to make and
receive calls for transfer to another user.
A one-way call which connects without ringing and
uses the speaker of the phone(s) called. Also called a
broadcast call.
Page 48 - Glossary
Similar to the 20 Series display phones, 20CC phones
are designed for headset working in ACD (telesales)
environments.
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Index – Page 49
Index
Abbreviated dialling ...... 11
ABSENT ....................... 26
ACA MSG ..................... 46
ACCOUNT.................... 17
Account codes
Forced ................... 12
Voluntary ............... 17
ACD .............................. 30
ALARM ......................... 37
ALERT
Answer................... 29
Sending an ... ........ 34
Announcement ............. 37
Answer
Alarm call............... 18
An alert .................. 29
CALL WAITING ..... 29
Callback................. 19
Messages .............. 18
Normal calls........... 18
Page ...................... 18
Auto answer.................. 35
Auto Answer (Soft DSS) 32
Background music ........ 40
Barred phone................ 40
BLF Lamps ................... 28
Broadcast .......... See Page
Busy camp on............... 14
Busy not available ........ 30
Busy transfer ................ 20
Busy wrap up................ 30
Call
Barring ..................... 8
CALL............................. 18
Forward ................. 26
Hold ....................... 20
Make internal ........... 8
Park ....................... 21
Pickup.................... 19
Transfer ................. 20
Unpark ................... 21
Using Soft DSS...... 33
Volume .................. 16
CALL FOR MESSAGE . 18
CALL WAITING ............ 14
Answer................... 29
CALLBACK................... 13
Answer................... 19
Ring timeout .......... 36
CALLFREE ................... 21
CAMP ON..................... 14
Answer................... 29
CANCEL ....................... 18
Callback................. 19
Message ................ 18
Change
Date....................... 46
Passcode............... 40
Time....................... 45
Clearcheck .................... 29
CONFER ....................... 15
Conference.................... 15
Split........................ 15
Customise mailbox ........ 43
DATE............................. 46
Dial ahead ..................... 21
DIALLED ................... 9, 16
Directory ........................ 10
Display
Language............... 41
Name..................... 41
Number.................. 41
Soft DSS................ 33
Soft DSS mode...... 32
Software release.... 17
DIVERT
Divert all on/off....... 25
No answer time...... 36
Remote on/off........ 34
Remote set ............ 26
Set numbers .......... 24
DSS Keys ...................... 27
BLF Lamps ............ 28
Setup ..................... 27
Enquiry call.................... 20
ENTER ACCOUNT ....... 12
ENTER PASSCODE ..... 40
ENTER PIN ................... 12
Exclusive hold ............... 20
Executive intrusion ........ 14
Extension number ......... 41
EXTERNAL ................... 35
Ring on/off ............. 35
EXTNS .......................... 32
Follow me ...................... 26
Forced
Account.................. 12
Feed ...................... 19
Intrusion................. 14
PIN......................... 12
FORWARD.................... 26
Free flow........................ 19
Greeting......................... 43
GROUP ......................... 38
Page ........................ 8
Ringing timeout...... 36
Groups........................... 38
Handsfree...................... 16
HOLD ...................... 20, 21
Common hold ........ 21
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)
Hot desking ................... 39
Hotline operation ........... 19
INDeX............................ 10
Intercom (Soft DSS) ...... 32
INTERNAL..................... 35
Make call ................. 8
Ring on/off ............. 35
INTRUDE
Forced ................... 14
Polite ..................... 34
Key label........................ 28
Lamp ............................... 7
Language
Dutch ..................... 41
English................... 41
French ................... 41
Swedish................. 41
Language: ..................... 41
Leave message............. 14
Voice mail.............. 44
Letter keys..................... 10
LISTEN.......................... 14
Locking a phone ............ 41
LOG OFF....................... 30
LOG ON ........................ 30
Log on/off ...................... 39
Mailbox
Customise ............. 43
Maintenance messages 29
Make call
Internal .................... 8
Soft DSS................ 33
Manners ........................ 47
MESSAGE..................... 44
Answer .................. 18
Leave..................... 14
No call override ..... 25
Microphone On/Off........ 17
MISSED......................... 38
Missed calls................... 38
Mobile access................ 12
MODE............................ 32
MODIFY ........................ 43
Monitor .......................... 14
MUSIC
Alarm ..................... 37
Background ........... 40
MUTE ............................ 17
Name............................. 41
Name mailbox ............... 43
NEXT............................. 18
Night service.................. 45
NO CALLS..................... 41
Absence messages 26
Override................. 25
Remote on/off........ 34
Normal call (Soft DSS) .. 32
Not logged on................ 39
Notepad......................... 16
Offline messages .......... 29
PAGE
Answer .................. 18
Make........................ 8
PARK ................ 15, 20, 21
Conference............ 15
Park transfer.......... 34
PASS............................. 40
Passcode
Mailbox.................. 43
Phone.................... 40
Permanent greeting....... 43
Personal alarm .............. 37
Personal numbers ......... 24
Personal speed dials..... 11
Persuasive ringing......... 36
Phone lamp ..................... 7
Phone lock .................... 41
Phone passcode ........... 40
Phone usage ................. 47
PICKUP......................... 19
Pickup group ................. 19
PIN codes
Forced ................... 12
Roaming................ 12
Play ACA module .......... 46
PLEASE FINISH CALL . 29
Polite intrusion............... 34
Polite shutdown............. 29
RECALL ........................ 17
Record
ACA module .......... 46
Temporary greeting 43,
44
REDIAL ..................... 9, 16
Release (software) .... 5, 17
Remote divert & no calls
switch ............................ 34
Remote forward............. 26
RING IF FREE .............. 21
Ring inward transfer ...... 20
Ringback ....................... 13
RINGER .......................... 7
AUTO ANSWER ... 35
On/off..................... 35
Sound.................... 35
STEP size ............. 36
TIMEOUT .............. 36
VOLUME ............... 35
Roaming PIN................. 12
Scroll ............................... 6
SERVICE ...................... 45
SET UP ......................... 45
Setup mailbox ............... 43
SHOW FREE ................ 21
Shutdown ...................... 29
Silent monitor ................ 14
Single tone .................... 19
SOFT DSS .................... 31
Alerting .................. 34
Display .................. 33
Display mode ........ 32
Divert..................... 34
Extensions............. 32
Make call ............... 33
No calls ................. 34
Set usage .............. 32
Soft Keys......................... 6
Software level.................. 5
Software release ........... 17
SOUND ......................... 35
SPEAKER ............... 16, 41
SPEED DIAL................. 11
Splash calls................... 35
SPLIT ............................ 15
STEPS .......................... 36
System alarm ................ 37
System Manager............. 5
Phone status ......... 45
System speed dials....... 11
Temporary greeting. 43, 44
THIS TERMINAL IS
BARRED ....................... 40
THIS TERMINAL IS
OFFLINE....................... 29
TIME.............................. 45
TIMEOUT...................... 36
TMP MSG ............... 43, 44
Tones ........................ 7, 35
Transfer (and Park)....... 34
Transfer calls................. 20
Unlocking a phone ........ 41
Unpark calls .................. 21
USAGE.......................... 32
Version.......................... 17
Voice call (Soft DSS) .... 32
Voice Mail
Notepad................. 16
Voice Manager
Mailbox customise. 43
VOLUME
Call ........................ 16
Ringer.................... 35
Ringer step............ 36
Voluntary account codes 17
Wait on busy ................. 14
Index – Page 49
Performance figures and data quoted in this document are typical, and must be
specifically confirmed in writing by Avaya before they become applicable to any
particular order or contract. The company reserves the right to make alterations or
amendments to the detailed specifications at its discretion. The publication of
information in this document does not imply freedom from patent or other protective
rights of Avaya, or others.
Intellectual property related to this product (including trademarks) and registered to
Lucent Technologies has been transferred or licensed to Avaya.
This document contains propriety information of Avaya and is not to be disclosed or
used except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"gsspublishing@avaya.com".
© Copyright 2001 Avaya
All rights reserved.
Avaya Global SME Solutions
Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Email: globalsme@avaya.com
Web: http://www.avaya.com.
INDeX 10.0 2030/50/60 User's Guide
38DHB0002UKFN Issue 2 (07/2002)