Allworx Phone Model 9224 User Guide

Allworx Phone Model 9224 User Guide
Allworx®
Phone Model 9224 User Guide
Updated October 20, 2016
Allworx® Phone Model 9224 User Guide
Allworx Phone Model 9224 User Guide
©2016 Allworx Corp, a Windstream company. All rights reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopy, recording, or otherwise without the prior written permission of Allworx Corp.
Software in this product is Copyright 2016 Allworx Corp, a Windstream company, or its vendors. All
rights are reserved. The software is protected by United States of America copyright laws and
international treaty provisions applicable worldwide. Under such laws, the licensee is entitled to use the
copy of the software incorporated with the instrument as intended in the operation of the product in
which it is embedded. The software may not be copied, decompiled, reverse-engineered,
disassembled, or otherwise reduced to human-perceivable form. This is not the sale of the software or
any copy of the software; all right, title, ownership of the software remains with Allworx or its vendors.
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Contents
Chapter 1 - Introduction .............................................................................................. 1
Chapter 2 - Setup .......................................................................................................... 3
2.1 - Connect the Phone ......................................................................................................................................... 3
2.2 - Adjust the Phone Angle ............................................................................................................................... 4
2.3 - Volume Adjustment ....................................................................................................................................... 5
2.4 - Wall Mounting (Optional) ............................................................................................................................ 5
2.4.1 - Wall Mounting Plate ............................................................................................................................ 5
2.4.2 - Handset Retainer Clip ......................................................................................................................... 6
2.5 - Allworx TX 92/24 Telephone Expander .................................................................................................. 6
Chapter 3 - Overview .................................................................................................... 7
3.2 - Function Buttons ............................................................................................................................................. 8
3.2.1 - Messages ................................................................................................................................................ 8
3.2.2 - Intercom .................................................................................................................................................. 8
3.2.3 - Conference .............................................................................................................................................. 9
3.2.4 - Transfer ..................................................................................................................................................... 9
3.2.5 - Release ..................................................................................................................................................12
3.2.6 - Park ..........................................................................................................................................................12
3.2.7 - Info ..........................................................................................................................................................12
3.2.8 - Speaker ...................................................................................................................................................13
3.2.9 - Mute/DND .............................................................................................................................................13
3.2.10 - Hold .......................................................................................................................................................13
3.3 - My Allworx Manager ...................................................................................................................................14
Chapter 4 - Operation .................................................................................................15
4.1 - Place a Call .......................................................................................................................................................15
4.2 - Receive a Call ..................................................................................................................................................15
4.3 - End a Call ........................................................................................................................................................16
4.4 - Headset ............................................................................................................................................................16
4.5 - Directory Dialing ...........................................................................................................................................16
4.6 - Redial a Number ...........................................................................................................................................16
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4.7 - Missed Calls .................................................................................................................................................... 16
4.8 - Presence ........................................................................................................................................................... 17
4.9 - Ignore and Silence Soft Keys .................................................................................................................... 17
4.10 - Programmable Function Keys (PFK) .................................................................................................... 17
Chapter 5 - Features ................................................................................................... 21
5.1 - System Extensions ........................................................................................................................................ 21
5.2 - User / Resource Extensions ....................................................................................................................... 21
5.3 - Business Speed Dial ..................................................................................................................................... 21
5.4 - Call Queues ..................................................................................................................................................... 21
5.5 - Automatic Call Distribution (ACD) Queuing ....................................................................................... 23
5.6 - Shared Call Appearance ............................................................................................................................ 26
5.6.1 - Call Routes ............................................................................................................................................ 27
5.6.2 - Phone LED Indicators ........................................................................................................................ 27
5.6.3 - Outbound Calls ................................................................................................................................... 27
5.6.4 - Inbound Calls ....................................................................................................................................... 28
5.6.5 - Ringing Call Pickup ............................................................................................................................ 28
5.6.6 - Active Calls ............................................................................................................................................ 28
5.6.7 - Shared Hold .......................................................................................................................................... 28
5.6.8 - Privacy Hold .......................................................................................................................................... 28
5.6.9 - Bridged Hold ........................................................................................................................................ 29
5.6.10 - Park ........................................................................................................................................................ 29
5.7 - Allworx Message Center ............................................................................................................................ 29
5.8 - Park .................................................................................................................................................................... 37
5.8.1 - Park a Call on a Line Appearance PFK ........................................................................................ 37
5.8.2 - Park a Call from the Hold Screen ................................................................................................. 37
5.8.3 - Retrieve a Parked Call ....................................................................................................................... 37
5.9 - Press the PARK button, if there are no active calls on the handset.Ring Groups ................ 38
5.10 - Busy Lamp Field (BLF) ............................................................................................................................... 38
Chapter 6 - Phone Configuration ............................................................................. 39
6.1 - Personal Speed Dial ..................................................................................................................................... 39
6.2 - Preferences ...................................................................................................................................................... 40
6.3 - Reboot the Phone ....................................................................................................................................... 41
6.4 - Hot Desk Login .............................................................................................................................................. 42
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6.5 - Clear Call History ...........................................................................................................................................42
6.6 - Refresh Directory ..........................................................................................................................................43
6.7 - Network Profiles ............................................................................................................................................43
Chapter 7 - Regulatory Notices .................................................................................45
Appendix A - Abbreviations ......................................................................................47
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Chapter 1
Introduction
Unpack the Allworx phone and applicable accessories, identify each item in the checklist and inspect
for missing items.
•
Allworx phone and base: attach the base to the back of the phone. See “Adjust the Phone
Angle” on page 4 for more information.
•
Handset with cord: attach the cord to the jack on the back of the Allworx phone.
•
Phone Functions Reference Card: slide the quick operating guide between the base and back
of phone.
Additional equipment needed not included in the box:
•
Ethernet Cable: connects the phone to the network
•
Power Supply: provides power to the Allworx phone - rated 24VDC, 400 mA (or a network
connection with Power over Ethernet).
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Chapter 2
2.1
Setup
Connect the Phone
Caution:
Do not connect the phone to an analog phone line. This may cause damage to the Allworx
phone, which voids the warranty.
To connect the phone:
1.
Connect the cables to the jacks on the back of the phone.
Cable
Optional: Headset cord
Connections
Headset jack (
)
Handset cord
Handset jack (
)
Ethernet cable
Network jack (
) and Wall Ethernet jack
Power over Ethernet (PoE): provides power to the phone after connecting the
Ethernet cable.
Optional: Ethernet cable
Optional: Power Supply
Computer jack (
Phone DC jack (
) and the computer.
). Allworx recommends using a surge protector.
Only required if the Ethernet cable does not provide PoE
Back of Phone
2.
Thread cables through the strain relief guide on the phone base.
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3.
View the initialization progress on the phone screen. A normal sequence includes:
•
•
•
•
•
Allworx Logo
Configuring Network
Starting network
Loading configuration files
Station Init complete
After successful startup, the phone displays a combination of the date, time, user presence, user
name, and extension or the phone display may suggest assigning the handset to a user. If this
occurs, follow the on screen directions. If the phone does not follow this sequence or displays
an error, contact the Allworx Server Administrator.
To add or change the PFK (Programmable Function Keys) label:
Update the PFK labels whenever the PFK configuration changes to avoid misdialing.
1.
Locate the PFK label. Lift the bottom edge of the plastic cover to release it, and then lift up on
the plastic cover to remove it from the phone.
2.
Remove the label from beneath the plastic label cover.
3.
Add text on the label in the space corresponding to the desired PFK. There is a blank label
Microsoft Word™ template on the Allworx.com website.
4.
2.2
a.
Navigate to www.Allworx.com. Click the Support button, and then click Resources.
b.
Scroll to the Documentation section and locate the IP Phones section of the table, the
specific phone model section, and then the template.
c.
Follow the instructions to create the PFK labels.
Position the label onto the plastic label cover. Hold the label in place and snap the cover in place
on the phone.
Adjust the Phone Angle
The phone base angle adjusts for easier phone screen reading.
To adjust the phone base angle:
1.
Unplug the phone from the PoE or the power supply. Remove the handset from the hook and
lay the phone face down on a soft surface.
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2.
Hold the base with the fixed tabs facing the bottom of the phone. Select one of the three
available positions to connect the base to the phone. The set of holes at the bottom of the
phone provides the steepest angle.
3.
Place the fixed tabs in the preferred holes on the back of the phone. Rotate the phone base
upwards until the flexible tabs click into place.
To remove the base:
1.
Remove the handset from the hook and lay the phone face down on a soft surface.
2.
2.3
Press down on the flexible tabs and rotate the base towards the phone bottom until the fixed
tabs easily lift out of the holes.
Volume Adjustment
The volume of the incoming ring, handset, speaker phone, and the headset is adjustable.
To adjust the incoming call volume:
1.
Locate the phone volume bar. Do not lift the handset or turn on speaker phone.
2.
Press the volume bar – (decrease) or + (increase) to adjust the incoming ring audio level. The
phone plays the audio tone.
To adjust all other volumes:
1.
Pick up the handset or turn on the speaker phone or headset. Locate the phone volume bar. The
phone screen displays which audio path is being adjusted.
2.
2.4
Press the volume bar to – (decrease) or + (increase) the audio level.
Wall Mounting (Optional)
Caution:
2.4.1
If using a standard telephone wall mount plate, DO NOT connect to the RJ-11 jack. This
connection is for analog phones and may cause damage to the Allworx phone, which
voids the warranty.
Wall Mounting Plate
Mounting the Allworx phone on a wall requires a mounting plate that meets the TIA-570-B, Section
standard and is available from a local telephone company or local retailer. The mounting plate has
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studs that position the Allworx phone flush to the wall surface.
Leviton 4108W-0SP
Remove the Allworx phone base and mount the phone over the mounting plate studs. All power and
RJ-45 cable connections should exit between the phone back and the wall, and then routed to the
network connection and/or a power connection.
2.4.2
Handset Retainer Clip
The handset retainer clip prevents the handset from slipping out of the phone cradle while hanging on
a wall.The Allworx phone ships with the adjustable handset retainer clip in the wall mount position on
the phone cradle.
To adjust the retainer clip for desktop use (for easier handset removal/hang-up) insert a coin in the
retainer clip slot and turn the coin clockwise, 180 degrees. To return the retainer clip to the wall mount
position, insert a coin in the retainer clip slot and turn the coin counter-clockwise, 180 degrees.
2.5
Note:
Allworx TX 92/24 Telephone Expander
This option is only applicable to the Allworx 9224 phone.
Increase the flexibility of the phone with the Allworx Tx 92/24 Telephone Expander. Each 92/24
Telephone Expander adds 24 Programmable Function Keys (PFKs) to the phone. The Allworx 9224
phone supports up to three telephone expanders, which links up to 96 Programmable Function Keys
with one phone.
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Chapter 3
Overview
Higher audio
fidelity
Backlit graphical LCD screen
Four soft keys
Scroll and Select keys
Visual ring
indicator
Handset with cord
expandable up to
nine feet
24
Programmable
Function Keys
(PFKs)
Full-duplex
speakerphone
Volume
control
Ten function
buttons
Two 10/100 switched Ethernet ports
Headset jack
Power:
• 802.3af PoE
• 24V DC adapter
Multiple position tilt
base (also wall
mountable)
The Allworx Server Administrator pre-configures the phone for either PBX (Private Branch Exchange) or
Key System mode of operation. This affects the functionality of each programmable button on the
phone.
For Allworx Server Software Release 7.5 and later, the phone LCD screen backlight turns off after 2
minutes of inactivity. To turn it on, lift the handset off the hook or press a button.
In addition to English, the Allworx phone supports Canadian French and Castilian Spanish on the
phone display when connected to Allworx servers using software 7.6.3.22 or higher. Contact the
Allworx Server Administrator to configure the phone to display the preferred language; users cannot
change the phone display language within the phone configuration menu. After making the change,
the preferred language displays during the phone reboot.
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3.1
•
•
Buttons
Keypad: dial phone numbers or to enter PIN numbers/ passwords.
Navigation: the up or down navigation arrows to move through the phone screen options. Use
the center button to Select or Save settings.
Soft Key Selection: select an option; located below the phone screen.
•
3.2
Function Buttons
3.2.1
Messages
The number of new messages displays on the LCD screen, and the MESSAGES button changes to red.
To retrieve messages in Software Release 7.3 or higher:
1.
Press the MESSAGES button - once opens the Visual Message Center, twice opens the Audio
Message Center.
2.
Log in using the phone keypad, and follow the audio prompts.
3.
Hang up to exit.
To retrieve messages in Software Release 7.2 or lower:
1.
Press the MESSAGES button to call to the Audio Message Center.
2.
Log in using the phone keypad, and listen to the messages.
•
•
Note:
3.2.2
Visual Message Center: Displays a list of messages on the screen. Use the UP / DOWN
scroll and SELECT soft keys to play and manage the voicemail messages.
Audio Message Center: Plays a welcome message and indicates the number of new
voicemail messages. Follow the prompts to manage the voicemail messages.
The Allworx Server Administrator may change the function of the MESSAGES button so pressing
it immediately calls the Audio Message Center making the Visual Message Center unavailable
Intercom
The Intercom button enables using the phone as an intercommunication system between two
handsets. The discussion broadcasts over the speaker phone over the receiving phone and is not
private. The button is solid green while in use.
To use the Intercom:
1.
Lift the handset or press the SPEAKER button. Press the INTERCOM button and dial the
extension. The call connects when the LCD screen displays Active Call.
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2.
Start talking. The conversation transmits through the speaker on the receiving phone.
3.
Press the INTERCOM or SPEAKER button to end the call.
4.
Hang up the handset when finished.
To deny an incoming Intercom request, press the IGNORE soft key.
3.2.3
Conference
The Allworx phone provides the ability to set up conferences between three parties (3-way
conferences). The PFK flashes green while making conference call connections and is solid green
during the conference call
Note:
If using the Call Assistant recording feature, the PFKs flash red and green.
To connect a conference call:
1.
Connect to the first person for the conference call. Press the CONF button.
2.
Press another Call Appearance PFK and dial the number of the second person for the
conference call.
3.
Press the CONF button. All three callers join in the conference. The CONF button illuminates
solid green.
One party may hang up to exit the conference; the remaining two parties continue to be
connected.
To have a private conversation with one of the parties, split the conference:
3.2.4
a.
Use the phone UP / DOWN scroll soft keys, and select the Call Appearance PFK of the
person.
b.
Press the HOLD button. The display indicates the two parties involved in the conference
The Call Appearance PFK for the person on hold flashes. Talk privately to the remaining
party.
c.
To have the person re-join the conference, press CONF, then select the flashing Call
Appearance PFK. The three-way conference becomes re-established.
Transfer
The TRANSFER button enables sending the active call to another number. After starting the transfer,
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the Transfer button is solid red, which indicates transferring a call to another extension using a Blind or
an Attended Transfer. The transfer option works differently, depending on the Allworx server software
version. Users have two transfer options:
•
Unannounced (Blind) Transfer: user does not talk to the transfer recipient prior to transferring
a call to that extension.
•
Announced (Attended) Transfer: user talks to the transfer recipient prior to transferring a call
to that extension.
Allworx Server Software 7.3 or Lower
To do an Unannounced (Blind) transfer :
Note:
1.
The Allworx Server Administrator may configure this method for server 7.4 and greater based on
the phone configuration.
Press the TRANSFER button. This places the current call on hold.
•
Key System Mode: To transfer a call to an external party, press a free Line Appearance
PFK, and then dial the phone number.
•
PBX Mode: Continue to step 2.
2.
Wait for the dial tone, and then dial the number to transfer the call.
3.
Hang up, press the TRANSFER button, or press the XFER soft key.
To do an Announced (Attended) transfer:
1.
Press the TRANSFER button. This places the current call on hold
2.
Press an unused Call or Line Appearance PFK, and dial the number of the recipient of the
transfer. Talk to the recipient.
3.
Press the TRANSFER button again, and then press the PFK of the original call. This connects the
two parties.
4.
Hang up the handset when finished.
To cancel the transfer, press the RELEASE button. To return to the original caller, press the PFK
indicating the held call.
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Allworx Server Software 7.4 or Higher
Note:
Verify the INTERCOM button or an appearance PFK is free.
To do a one-step transfer:
Note:
The Allworx Server Administrator enables the one-step transfer
On an active call, the user must have a BLF or Speed Dial PFK for the recipient of the transfer.
1.
Press the BLF or Speed Dial PFK for the recipient of the transfer.
•
•
2.
Unattended (Blind) Transfer: skip to step 2.
Attended (Announced) Transfer: Talk to the recipient.
Hang up, press the TRANSFER button, or press the XFER softkey to complete the transfer.
Note:
The phone configuration may not enable users to stay on the line to announce the transfer. See
“To do an Unannounced (Blind) transfer :” on page 10. for Announced transfers.
To do a two-step transfer:
For use if a PFK is unavailable for the intended recipient:
1.
Press the TRANSFER button.
To transfer a call to an external party while in Key System mode, press a free Line Appearance
PFK and then dial the phone number.
If the system is not in Key System mode, continue to step 2.
2.
Wait for the dial tone, and then dial the extension to transfer the call.
•
•
3.
Unattended (Blind) Transfer: skip to step 3.
Attended (Announced) Transfer only: Talk to the recipient.
Hang up, press the TRANSFER button, or press the XFER soft key.
Note:
The phone configuration may not enable users to stay on the line to announce the transfer. See
“To do an Unannounced (Blind) transfer :” on page 10. for Announced transfers.
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To transfer to voicemail:
1.
Press the TRANSFER button, and then press the VMAIL soft key.
2.
Dial the extension, press a BLF key, or press the Speed Dial key.
3.
Hang up, press the TRANSFER button, or press the XFER softkey.
3.2.5
Release
Use the RELEASE button to end an active call or to abort a new call setup, such as the middle of a
transfer operation.
3.2.6
Park
PBX Behavior on a call appearance: To park an active call, press the PARK button. The phone briefly
displays the parking orbit extension of the call.
Key System Behavior on an outside line: To place an active call in a “system-wide hold”, press the PARK
button. Any phone with a PFK for this outside line can retrieve the call.
Pressing the PARK button on a handset displays a list of currently parked calls (including the Caller ID
and number of the parked caller, the parked call orbit number, duration of the parked call, and the
extension number that parked the call). Users may select a call from the list to retrieve the parked call.
If there are no active calls on the handset, the LCD screen displays No Calls Parked.
If a user parks a Shared Call Appearance call and the Park timeout setting for the system is set to ring
back to the handset that parked the call, the parked call rings back only to the handset that parked it. It
does not ring all handsets in the Shared Call Appearance. The Shared Call Appearance PFK light goes
out and the call is no longer on the Shared Call Appearance.
Note:
3.2.7
Using the Call Forwarding option on a phone does not forward Shared Call Appearance calls.
Info
To see a quick description of the phone buttons, use the INFO button. The button is solid green while
in use. For example, use the INFO button to determine the programmed numbers for each speed-dial
button.
To use this feature:
1.
Press the INFO button.
2.
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Press any of the other buttons on the phone. The screen displays a brief description of the
selected button.
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3.
Press the INFO button a second time or let the LCD screen time out to exit the description
screen.
3.2.8
Speaker
The speaker phone does not work while using a headset. See “Headset ” on page 16. for more
information on using headsets.
Note:
Press the SPEAKER button for hands-free use of the phone.
When using the handset, press the SPEAKER button and the button is solid green while in use. Then
place the handset on hook. Take the handset off the hook to continue using it. When finished with the
call, press the SPEAKER button to hang up.
3.2.9
Mute/DND
Mute a Call
During a call, press the MUTE/DND button to turn off the microphone in the handset, speaker phone,
or headset. The MUTE/DND button is solid red while in use.
Do Not Disturb (DND)
When activating DND, the phone does not ring. All incoming calls follow the next step in the active call
route. Users can send calls. The MUTE/DND is solid amber while in use. When not on a call, press the
MUTE/DND button. Press the MUTE/DND button to de-activate the Do Not Disturb feature.
3.2.10 Hold
If the Allworx Server Administrator enables the Music on Hold feature for the call appearance, callers
on hold will hear music.
Press the Hold button to manage the call. The table below explains the Hold button settings and
behaviors. To adjust the Hold button behavior, see “Hold Button Operation” on page 41 for more
information.
Server Setting
Hold Button Behavior
Hold Calls/Park Lines*
• Call Appearance PFK - the phone places the call on hold. Pressing the Hold button for
more than two seconds places the call into a Parking Orbit.
• Line Appearance PFK - the phone places the call into a Parking Orbit. Pressing the Hold
button for more than two seconds places the call into a private hold.
Hold then Park*
• Call Appearance PFK - the phone places the call on hold. Pressing the Hold button for
more than two seconds places the call into a Parking Orbit.
• Line Appearance PFK - the phone places the call into a Parking Orbit. Pressing the Hold
button for more than two seconds places the call into a private hold.
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Server Setting
Hold Button Behavior
Park then Hold*
• Call Appearance PFK - places the call into a Parking Orbit. Pressing the Hold button for
more than two seconds places the call into a private hold.
• Line Appearance PFK - the phone places the call into a Parking Orbit. Pressing the Hold
button for more than two seconds places the call into a private hold.
* The Call Appearance PFK for the held call blinks green until the user picks up the call again.
To retrieve the call:
•
•
3.3
Held calls: press the flashing PFK.
Parked calls: dial the Parking Orbit number.
My Allworx Manager
My Allworx Manager provides access to the business directory, conference scheduling page, company
phone list, distribution lists, phone features chart, and shared folders. Enter the My Allworx Manager
address into a web browser (e.g. Internet Explorer). For more information, visit
http://www.allworx.com/ and download the My Allworx Manager User Guide.
The Allworx Server Administrator provides the address: http://ServerLANAddress, and then enter the
log in username and password.
ServerLANAddress is the IP address or domain name of the Allworx server.
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Chapter 4
4.1
Operation
Place a Call
To place an outbound call, lift the handset or press the SPEAKER button. Dial the extension or press the
SpDial soft key to automatically dial a programmed number. The phone configuration enables users
to dial without lifting the handset or pressing a button. Dialing automatically activates the speaker
phone or headset.
•
Call Appearance PFK: place extension-to-extension calls or obtain an outside line (must dial 91
first).
•
Line Appearance PFK: seizes the outside line without dialing 91 first.
•
Speed Dial PFK: automatically dials the programmed number.
•
Shared Call Appearance PFK: place extension-to-extension calls or obtain an outside line
(must dial 91 first). If the PFK LED is solid red, the line is in use “remotely” on another assigned
handset of the same Shared Call Appearance. 4.2
Receive a Call
For incoming calls, the audible indicator rings and a Call Appearance or Line Appearance PFK flashes,
unless configured otherwise. Lift the handset, press the SPEAKER button, or press the flashing PFK to
answer the call.
•
Call Appearance PFK: receive either an extension-to-extension call or an outside line directed
to an extension assigned to the phone.
•
Line Appearance: receive inbound calls from an outside line.
•
Shared Call Appearance: receive an incoming call on multiple handsets.
•
Call Monitor
•
Call Queue
•
ACD Appearance
1. Digits may vary. Check the phone functions tab of the My Allworx Manager page or contact the Allworx Server
Administrator.
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4.3
End a Call
•
Place the receiver on the hook. If using the speaker phone or headset, press the SPEAKER
button.
•
Press another PFK. If a second incoming call is on another PFK, pressing that PFK ends the
current call and answers the incoming call (unless the phone configuration enables auto on
hold).
•
Press the RELEASE button to end a call and start a new call.
4.4
Headset
Press the SPEAKER button to activate the headset, and then press the SPEAKER button again to
disconnect the call.
Note:
4.5
The Allworx Server Administrator can create a PFK to activate the headset instead of using the
SPEAKER button.
Directory Dialing
1.
Press the UP / DOWN scroll soft keys to view a list of all User Extensions, System Extensions, and
Speed Dial numbers by Name or Description. While the handset is off the hook, the rightmost
soft key changes to the directory listing option: PHONEBK. Press to initiate.
2.
Use the UP / DOWN scroll soft keys to highlight the name (or description) and extension or
press the keypad to jump to a specific alphabetic section of the directory. Press SELECT
to
dial the number.
4.6
Redial a Number
1.
Press the REDIAL soft key on the phone display screen.
2.
Press the CALLS softkey. Use the UP / DOWN scroll softkeys to highlight the call in the display.
Press SELECT
.
4.7
Missed Calls
After a missed call, a message displays on the phone screen.
To see the details of the missed calls:
1.
Press the CALLS soft key, and then press the UP / DOWN scroll soft keys to view the missed calls.
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2.
4.8
Press the DETAIL soft key to view the date and time of the missed calls. Press SELECT
the number, if it is available.
to call
Presence
The Presence setting identifies which call route the incoming call uses based on the extension
availability. The Presence setting options include In Office, At a Meeting, On Vacation, On Business
Trip, At Home, Away, and Busy.
1.
Press the PRESNCE (presence) soft key.
2.
Press the UP / DOWN scroll soft keys to view the presence states.
3.
Press SELECT
to change the presence. The Presence setting changes, the default LCD screen
displays, and all inbound calls follows the call route for this presence state. The MUTE/DND
button flashes amber to indicate a presence setting other than “In Office”.
4.9
Ignore and Silence Soft Keys
When a call is ringing, the SILENCE and IGNORE soft key options display on the phone screen.
•
IGNORE: stops the audible ringing and the PFK continues to flash until the user answers the call
or the caller hangs up.
•
SILENCE: stops the audible ringing, the phone screen displays the incoming call information,
and the PFK continues to flash until the user answers the call or the caller hangs up.
4.10 Programmable Function Keys (PFK)
The Programmable Function Key is a line short cut. The Allworx Server Administrator configures the
PFKs.
Feature
ACD Appearance
Description
Service calls in ACD queues. Users log in and out of ACD queues with this PFK. When
logged in, the user can receive and answer calls from ACD queues.
Logged in agents can temporarily stop ACD calls from routing to them by pressing the
PFK. The PFK flashes red when it is in this state. Pressing the PFK again enables calls to
route to the agent.
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Feature
Description
Busy Lamp Field (BLF)
Monitors and dials another phone. The other phone is specified when setting up the BLF
function. When pressing the PFK, the behavior of this function is dependent upon the
Station Mode selection.
When Station Mode is set to PBX Behavior, the phone dials the designated extension.
When Station Mode is set to Key System Behavior, the phone places an intercom
connection to the designated phone.
Call Appearance
Maps to one of the Call Appearances available on the phone. This enables placing or
receiving calls. Additionally:
• Enables distinctly using each Call Appearance in call routing and for managing those
calls independently and concurrently on the same phone.
• Mapping more than one PFK to the same Call Appearance enables multiple calls to
that Call Appearance to be active at the same time. The Call Appearance does not
appear busy to the call route until all the PFKs defined for that Call Appearance are in
use. This is similar to call waiting except the system uses the PFKs to alert and select a
new call.
Configuration Example: Busy Receptionist
Requirements: Susan works as a receptionist at a busy office. She gets many phone calls
each hour. She wants to be able to answer each call while minimizing the possibility of
any caller getting a busy signal.
Phone Configuration: She has one Call Appearance defined on her phone. She sets up 8
of her phone PFKs to map to her phone’s Call Appearance. (She wants to use the
remaining PFKs for other functions).
Discussion: When the first phone call comes in, her phone rings and the first of the Call
Appearance PFKs blinks green. While talking with the first caller, a second call comes in.
Her phone rings again and the second Call Appearance PFK blinks green. She puts the
first caller on hold by pressing the Hold button on her phone and picks up the second
caller by pressing the second Call Appearance PFK. She can continue to put callers on
hold and answer new calls. She terminates calls by switching to another Call Appearance
PFK
Call Supervision
Enables supervisors to monitor calls for designated handsets in three modes:
• Barge In
• Silent Monitor
• Whisper
The supervisor presses the Call Supervision PFK, enters an agent extension, and begins
supervising the call. If the supervisor has a BLF PFK for the agent, press the Call
Supervision PFK followed by the BLF PFK to initiate the session. There is no indication to
the agent that supervision is in progress.
Emergency Alert
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Receive audible and visual alerts whenever making an emergency call from any local or
remote handset on the system.
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Feature
Function
Description
Do one of a specified set of functions:
• Centrex Flash – Enables transferring external calls to external numbers without tying
up CO lines connected to the Allworx server.
• Headset – Turns the Headset on and off (if one is plugged in). When a plugged in
headset and the handset is off-hook, this button toggles the audio between the
headset and the handset.
Note: If using an undefined Headset PFK, use the phone speaker button to operate the
headset.
• Park – Enables programming a PFK to perform the Park operation with a press of a
button. After defining a Park PFK, the user can only use the Hold button for the
dedicated hold function and not the parking operation.
• Personal Speed Dial – Dials a number programmed directly on the phone. The
mapping of the Personal Speed Dial Numbers defined in the handset to the PFK is as
follows. The uppermost Personal Speed Dial PFK is associated to the lowest Speed Dial
entry number on the handset.
• Redial – Redials the last dialed number. Unless the Line Appearance(s) Use of Dial Plan
phone option is enabled, the system only redials Call Appearance-dialed calls.
Hot Desk
Enables users to log in to shared phones, receive calls on that phone, and place calls with
the caller ID. Users can initiate the login using a Hot Desk PFK or by selecting the Hot
Desk Login option from the phone’s Config menu.
Use the Hot Desk PFK for logging into the phone that has the PFK. The PFK is normally
solid red but goes off when a user logs in. Users can still log in to phones that do not
have the PFK using the phones Config menu.
Note: The PFKs configured for phones do not change when a new user logs in. The Hot
Desk PFK and all other PFKs remain as originally configured for the phone.
Line Appearance
Monitors the status of an outside line, answers incoming calls on that line, and selects
the line for outbound calls. When setting up this function for this PFK, the user specifies
the line.
To enable outside lines available for selection:
• Navigate to Phone System > Outside Lines and go to the Analog (CO) Lines section.
• Select the Analog (CO) Line, and click Modify.
• Go to the Outside Line section, and check the Enable Line Appearance check box.
• Click Update to return to the Outside Lines page.
Unique Allworx Functionality: Allworx has enhanced key-system capabilities relative to
SIP devices and Digital Lines. Any SIP proxy, SIP gateway, or Digital Line (T1) bearer
channel can be made available as Line Appearance selections when enabled on their
respective configuration pages. Through this manner, the Allworx system can present a
common key system use model to all external voice circuit facilities including VoIP trunks
going to an ITSP.
Messages
Automatically monitors the status of the designated user’s Message Center voicemail
inbox and when pressed, automatically accesses the inbox. The PFK LED turns red when a
new message is in the monitored inbox. The Allworx Server Administrator must specify
the monitored user’s inbox when setting up the PFK.
Not Used
No action. Select this choice to disable a previously defined PFK.
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Feature
Description
Parking Orbit
Assign to any of the Parking Orbits. The PFK lights if there is a call in the parking orbit.
Pressing the PFK retrieves the parked call in that orbit. Do not use the Parking Orbit PFKs
to pick up parked calls in Parking Orbits beyond the first nine. Parking Orbit PFKs do not
function if the server is part of a Multi-site network and configured to enable other sites
to retrieve its parked calls.
Park Set Monitor
Enable a single PFK to monitor a configurable set of parking orbits. The PFK lights if
parking calls in any of the set of orbits. Pressing the PFK displays a list of parked calls in
the orbit along with Caller ID and other information. Users can retrieve one of the parked
calls using the UP/DOWN arrow keys and the SELECT button. For example, users can use
a single PFK to monitor all local park orbits and a single indicator for any call placed in a
parking orbit. This also enables users to monitor the local parking orbits of a remote
server in a multi-site environment. Available in Allworx server software version 7.5 or
later.
Push to Talk
Provide a one-way, walkie-talkie-like capability. The configured PFK accesses a specific
handset. The user can speak to the target handset user by holding the PFK down and
speaking. If the user of the target handset wishes to respond, they must place a regular
call back to the originator.
Queue Alarm
Map to one of the 10 Call Queues in the system. It notifies the user of the queue’s
activity levels (number of calls in the queue and/or longest wait time). It can be
configured to include an audible alarm with the queue’s status displayed on the phone’s
LCD.
Queue Appearance
Map to one of the 10 Call Queues in the system. It automatically monitors the status of a
Call Queue and used to answer calls that are in the queue.
Ring Groups
Map to one of the 10 Call Monitors in the system. A Call Monitor enables live call
answering of any outside line or mapped call route through the associated Call Monitor.
Schedule
Display the Mode (Day or Night) of the configured Business Schedule. The LED is off
when in Day mode and solid red when in Night mode. Configure to manually switch the
current Mode and Greeting of the Schedule.
Shared Call
Appearance
Enables handling a set of one or more PFKs by the system as a single appearance shared
across multiple handsets. All handsets in the Shared Appearance have common access to
calls and call operations within the group of handsets.
Choosing this PFK assigns consecutive PFKs, one for each Shared Call Appearance line. If
there are not enough consecutive PFKs available, the PFK assignment fails and an error
message displays. If the Shared Call Appearance PFK assignment would overwrite
existing PFKs, the system displays an error message and enables the Allworx Server
Administrator to cancel the operation. Shared Call Appearance PFKs display
consecutively on the PFK configuration page, the Allworx Server Administrator can move
the assignments to different PFKs limited only by the constraints within the particular
handset model. Available in Allworx server software version 7.5 or later.
Speed Dial
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Automatically dials an extension. The Allworx Server Administrator specifies the
extension when setting up the Speed Dial function for this PFK.
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Chapter 5
Features
The dialed-digits listed are system defaults, actual dialed-digits may vary. Check the phone functions
tab of the My Allworx Manager page or contact the Allworx Server Administrator for the actual
dialed-digits.
5.1
System Extensions
Dial the digits in the table below for a system extension. Check the phone functions tab of the My
Allworx Manager page or contact the Allworx Server Administrator for the actual dialed digits.
Number
Access
0
Initiate a call to the company operator.
*3 + extension
Connect to another user’s voicemail and leave a message. If the Allworx server is running software
release 7.4 or higher, users can transfer a call to a user’s voicemail using a soft key. See “Allworx
Server Software 7.4 or Higher” on page 11.
*400 to *439
Connect to an Auto Attendant - *400 is the default Auto Attendant.
*46#
Connect to a Paging Zone to broadcast audio (# is a Page Zone number 0 through 9).
*402
Connect to an Overhead Paging System to make an announcement.
*403
Activate the door relay, if connected and configured.
*45 + extension
Forward calls to another extension. To disable, dial *450.
*408
Access the Conference Center. To set up a new conference, use My Allworx Manager.
*7 + extension
Answer another ringing phone.
5.2
User / Resource Extensions
5.3
Business Speed Dial
5.4
Call Queues
Dial any extension between 100 – 299 (three-digit mode) or 1000 – 2999 (four-digit mode) to connect
a call to another user or to a call route (set up by the System Administrator).
The System Administrator specifies extensions 350 – 399 or 34000 – 34999 to ring specific numbers
and programs the extensions to the PFK.
For sites that use Ring All Queuing, the phone automatically logs into the Queue after power up or
users can log in to and out of queues. If the Allworx Server Administrator enables Music on Hold for
the queue, queued callers hear music.
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Press and hold for 5 seconds the corresponding queue PFK on the phone to manually log in or log out
of the Call Queue. Agents can still service calls in the queue while logged out by pressing the PFK. The
PFK colors indicate:
Color
Description
Off
Logged In - phone is logged into queue
Solid Green
Active Call - phone is servicing queue call
Slow Blinking Green
Hold - queue call is on hold
Fast Blinking Green
Ringing - call in queue
Solid Red
Logged Out - phone is logged out of queue
Slow Blinking Red
Logged Out Ringing - phone is logged out and there is a call in the queue. Station does
not ring. Agent is able to retrieve queue call by pressing the PFK.
To manage the incoming call, do one of the following:
Hands-free mode
Press the PFK or SPEAKER function button.
Regular mode
Use the handset or headset, and then press the PFK.
441xa
Dial 441x, where x equals the last digit is the queue number (0-9).
Interact Professional
Use the Call Queue tab to answer the call.
Silent soft key
The phone stops ringing, but the phone screen continues to display the inbound call
information.
Ignore soft key
The phone stops ringing, and the phone screen no longer displays the inbound call information.
a. Extensions may vary by system. If using a non-default Internal Dial Plan, consult the Phone Features tab of the
My Allworx Manager page to determine what feature extensions to use.
To monitor Call Queues with Programmable Function Keys:
With the Queue Alarm Programmable Function Key (PFK), any Allworx 92xx IP phone can display the
alerts of queue activity levels. The Queue Alarm PFK monitors threshold values for longest wait time
and/or number of calls in the queues. The Allworx server administrator or the queue supervisor define
the thresholds. Queue alarm threshold levels are set on the My Allworx Manager Queue configuration
page.
Queue Alarm PFK LED Display
Color
Description
Green
(low level)
Both number of calls and wait times are less than the yellow threshold values.
Yellow
(mid level)
Either parameter has reached the yellow threshold value, but neither has reached the red threshold value.
OR
There are no logged-in agents in the queue, and the queue is set to force callers to leave the queue when
no agents are logged in.
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Queue Alarm PFK LED Display
Color
Description
Red
(high level)
Either parameter has reached the red threshold value.
OR
There are no logged-in agents in the queue, and a call enters the queue.
The Queue Alarm PFK has an optional audible alarm. The audible alarm triggers when threshold levels
change from green to yellow or from yellow to red. The audible alarm includes a visual alarm on the
phone LCD screen displaying the queue description, number of calls in the queue, longest wait, and
the alarm level.
Ignore (dismiss) or Silence the audio/visual alarms with the phone soft key buttons.
5.5
Automatic Call Distribution (ACD) Queuing
To login to the ACD Appearance PFK:
Agents log in to ACD queues using an ACD Appearance Programmable Function Key (PFK) configured
on Allworx IP phones. The ACD queues do not use the Queue Appearance PFKs described above.
However, ACD agent phones can use Queue Appearance PFKs to indicate calls in the queue. Use the
PFK only to retrieve calls still in the queue, before distributing to the agents. When a call from an ACD
queue rings an agent’s ACD Appearance, the call is no longer in the queue, and the Queue Appearance
PFK cannot retrieve it. The PFK colors indicate:
Color
Description
Off
Logged In - phone is logged into queue
solid red
agent not logged in to the ACD queue.
flashing green
incoming call or active call on hold.
solid green
active call.
amber
only agent logged in.
flashing red
agent is in wrap-up time or has specified a business reason.
To log in to an ACD Queue to receive calls:
Agents can log in to any phone with an ACD Appearance PFK. Agents can only log onto one phone at
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a time.
1.
Press and hold the red ACD Appearance PFK for five seconds. The login prompt displays on the
screen. Release the button.
2.
Enter agent’s extension - if the phone has an assigned user, the user’s extension displays. Use
the dial pad and soft key buttons to enter and edit the extension, as needed.
3.
Select the ACD queue - skip this step if there is only one ACD queue assigned to the agent. Use
the phone’s select, scroll, and soft key buttons to select queue(s).
4.
Enter the assigned Allworx PIN. Use the dial pad and soft key buttons to enter and edit the PIN.
The ACD Appearance PFK LED turns off when the logged in agent is ready to receive calls. The
PFK is amber when the queue is idle and the logged in agent is the only available agent.
If an agents logs onto a second phone, then the Allworx system logs the agent off the first
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phone, and this screen displays:
The ACD Appearance of the next available agent’s phone receives the call in an ACD queue.
1.
Answer the call using one of the options in the following table. The phone displays Inbound
Call and the caller ID. If the logged-in agent receives calls from more than one ACD queue, then
the queue description displays.
Hands-free mode
Press the PFK or SPEAKER function button.
Regular mode
Use the handset or headset, and then press the PFK.
441xa
Dial 441x, where x equals the last digit is the queue number (0-9).
Interact Professional
Use the Call Queue tab to answer the call.
Silent soft key
The phone stops ringing, but the phone screen continues to display the inbound call
information.
Ignore soft key
The phone stops ringing, and the phone screen no longer displays the inbound call
information.
a. Extensions may vary by system. If using a non-default Internal Dial Plan, consult the Phone Features tab of the
My Allworx Manager page to determine what feature extensions to use.
2.
If the agent does not answer the call within the maximum number of rings, the Allworx system
automatically sets the agent to unavailable (No Answer) and does not receive any additional
calls. The agent must press and release the ACD Appearance PFK to clear the state and resume
receiving calls.Toggle between the active caller ID (CID) and the queue status information
(QSTAT) using the phone soft key buttons. The queue status information replaces caller ID when
a new call enters the queue.
3.
Hang up when call is complete. After the call ends and if the queue has wrap up time
configured, the phone displays the wrap-up period information. Agents can receive and place
calls while in the wrap-up period. The wrap up period automatically ends or when the agent
presses the CANCEL soft key button.
To log out or change queues:Agents can log out of some or all of the ACD queues. The following
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table describes exceptions to the ACD queue log out procedure:
Last Agent Logged Out
Forces Caller to Leave
Queue
If the only logged-in agent in a queue fails to answer an ACD call, the Allworx system
logs out the agent automatically. In addition, if the queue is set to force callers to leave
queue immediately when there are no logged-in agents, this call exits from the queue
and follows the defined exit routing.
Last Agent Cannot Log Out
When ACD queues are set so that the last agent cannot log out and the last agent must
log out for any reason, a queue supervisor must log the agent out. The agent can also
log out by allowing an ACD call to exceed the maximum rings, which sets the agent to
unavailable (No Answer).
1.
Press and hold the PFK for five seconds. The ACD queue list displays.
2.
Use the UP / DOWN and SELECT soft keys to deselect queue(s). To log out, deselect all queues.
3.
Enter the Allworx assigned PIN. The ACD Appearance PFK turns to solid red when logging out of
all queues.
To change the phone to a busy state:A logged-in agent can manually enter the busy state to
temporarily stop ACD calls.
1.
Press and release the PFK. The busy reasons display.
Use the UP / DOWN and SELECT soft keys to select the busy reason. The ACD Appearance PFK blinks
red while in the busy state. To leave the busy state and resume taking calls, tap the PFK. To check the
queues an agent logs into (agent must log in to at least one queue):
1.
Press and hold the PFK for five seconds. The ACD queue list displays.
2.
5.6
Press the Cancel soft key to dismiss the screen.
Shared Call Appearance
Shared Call Appearances enables handling a set of one or more appearances by the system as a single
appearance shared across multiple handsets. This enables all handsets in the Shared Appearance to
have common access to calls and call operations within the group of handsets. For example, an
incoming call can ring on all handsets using the appearance, have one user answer the call and place
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the call on hold, and then another user retrieves the call.
Shared Call Appearances support three distinct types of hold behavior:
•
Shared Hold - any handset using the Shared Call Appearance can retrieve the call on hold.
The Allworx server software does not support including a call on a shared hold in phone-hosted
conferences.
Note:
•
Privacy Hold - only the handset that placed the call on hold can retrieve the call.
•
Bridged Hold - the handset that placed the call on hold and one other handset that has the
same Shared Call Appearance can retrieve the call. Users initiate a Bridged Hold by placing an
Intercom call to the second party while the original call is active.
5.6.1
Call Routes
After creating Shared Call Appearance, it is selectable as a destination in any extension call route.
5.6.2
Phone LED Indicators
Color
State
Description
Off
Idle
No available calls on the Shared Call Appearance line. Users can access
the PFK for Line Seizure.
Solid Green
In Use Locally
The handset “owns” the Shared Call Appearance line. For Line Seizure,
dial tone is present and dialing can commence.
Fast Flashing Green
Ringing
An inbound call to the Shared Call Appearance is occurring. All parties
indicate ringing on the same Shared Call Appearance line.
Fast Flashing Red
Ringing
An inbound call to the Shared Call Appearance is occurring on a
handset set to Do Not Disturb (DND). User can answer call.
Slow Flashing Green
On-hold
Active call is on-hold (locally or remotely). Any Shared Call Appearance
participant can retrieve the call.
Slow Alternating Green
and Red
Privacy or
Bridged Hold
Active call is on-hold privately, and only the handset that held the call or
a bridged call can retrieve the call
Solid Red
In Use
Remotely
The Shared Call Appearance line is in-use by a remote handset. Pressing
INFO and then the PFK shows who owns the Shared Call Appearance
line. The Shared Call Appearance line releases:
• when pressing the Shared Call Appearance PFK again on the phone
that seized it; or
• completing an active call on the Shared Call Appearance line.
5.6.3
Outbound Calls
To seize a line locally for outbound calls, the press an idle Shared Call Appearance PFK and the PFK LED
changes to solid green. Listen for the dial tone, and place the outbound call. If the PFK LED is solid red,
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the line is in use “remotely” on another assigned handset of the same Shared Call Appearance. 5.6.4
Inbound Calls
A ringing inbound call on a Shared Call Appearance causes the PFK to flash fast green on all handsets
sharing the Shared Call Appearance. Any user of a phone with that Shared Call Appearance can answer
the inbound call.
5.6.5
Ringing Call Pickup
Handsets that do not share the Shared Call Appearance can pick up ringing calls on a Shared Call
Appearance line. Once another call appearance picks up a call, the shared call appearance returns to its
idle state.
If a phone outside the Shared Call Appearance group picks up a call, the call is no longer a part of that
Shared Call Appearance, i.e., a non-Shared Call Appearance phone picks up a call and places it on hold,
it is a “normal” hold and not one of the Shared Call Appearance hold types.
5.6.6
Active Calls
An active inbound call on a Shared Call Appearance line (or connecting an outbound call), renders the
line unavailable to all other phones using the Shared Call Appearance.
While there is an active call on a Shared Call Appearance, other users of the Shared Call Appearance
can view the Caller ID information of each party by pressing the phone INFO button, and then the red
PFK of the in use Shared Call Appearance line.
5.6.7
Shared Hold
To place the active Shared Call Appearance phone call on hold, press the HOLD key. The LED flashes
slow, green on all phones of the Shared Call Appearance; this includes the phone used to place the call
on hold. Handsets that are a part of the Shared Call Appearance can retrieve the phone call put on
hold. When using this hold type, the system delivers Hold Reminders to all phones in the Shared Call
Appearance per the individual phone settings. If no one picks up the held call, all phones receive a
notification per the individual HOLD reminder settings.
5.6.8
Privacy Hold
A call on Privacy Hold is only retrievable by the handset that places the call on hold. To place the call
on “privacy” hold, press the HOLD button twice quickly. The phone has a slow, alternating green and
red LED. All other phones in the Shared Call Appearance have a solid red LED for the Shared Call
Appearance line. If the user does not pick up the call, the phone receives a notification per the phone
HOLD reminder settings.
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5.6.9
Bridged Hold
A Bridged Hold places a Shared Call Appearance call on hold and is retrievable by a second designated
handset that is part of the Shared Call Appearance. Place an intercom call to the handset within the
same Shared Call Appearance. This bridges the hold to the second handset automatically, and enables
the second handset to resume the held call by selecting the flashing Shared Call Appearance PFK. If
neither party resumes the call, the handset placing the call on hold receives a notification per the
individual HOLD reminder settings.
5.6.10 Park
If a user parks a Shared Call Appearance call and the Park timeout setting for the system is set to ring
back to the handset that parked the call, the parked call rings back only to the handset that parked it.
It does not ring all handsets in the Shared Call Appearance. The Shared Call Appearance PFK light goes
out and the call is no longer on the Shared Call Appearance.
The Parking Orbit PFK enables monitoring of any accessible parking orbit.
The Park Set Monitoring PFK enables a single PFK to monitor a configurable set of parking orbits via
both the illuminated PFK button as well as a list of calls parked in the specific orbits. For example, users
can use a single PFK to monitor all local park orbits and a single indicator for any call placed in a
parking orbit. This also enables users to monitor the local parking orbits of a remote server in a multisite environment.
Note:
5.7
Using the Call Forwarding option on a phone does not forward Shared Call Appearance calls.
Allworx Message Center
The Allworx Message Center provides unified messaging for Allworx users. The Allworx administrator
configures the access and management of voicemail messages. When a new voicemail message is
available, the Allworx phone Messages button lights. If the handset has a programmed PFK to monitor
another mailbox and a message is available in that mailbox, the Allworx handset PFK lights.
•
Visual Message Center - list of messages for the extension and uses navigation keys for
scrolling and/or soft keys for managing the voicemail message.
Audio Message Center - audio menus to manage the voicemail messages and settings. The Allworx
system plays the default language in the Audio Message Center, regardless of the outside line or call
appearance used to access the account. If the Allworx Server Administrator configured the Allworx
server with the Multiple Language Pack feature, users can press ## to play the Message Center
prompts in a language other than English, when prompted.Users can perform the following tasks
within the Message Center:
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Visual Message Center
Audio Message Center
Listen to new or saved voicemails.
Listen to new or saved voicemails.
Send a message to another user.
Send a message to another user.
Change presence setting.
Change name recording.
Manage message greetings.
Change password (or PIN).
To access the Visual Message Center:
The Visual Message Center is not available on Allworx 9102, 9112, 9202, and 9202E handsets.
Note:
The Allworx Server Administrator may change the function of the MESSAGES button so pressing
it immediately calls the Audio Message Center making the Visual Message Center unavailable.
Note:
If the Allworx server is running software release 7.2 or lower, pressing the MESSAGES button once
calls the Audio Message Center. Users can login and listen to the messages. See “To access the
Audio Message Center:” on page 30 for more information.
Note:
If the Allworx server is running software release 7.3 or higher, pressing the MESSAGES button
once accesses the Visual Message Center or twice accesses the Audio Message Center. See
“Messages ” on page 8. for more information.
1.
Press the Messages button or the Messages PFK on the handset.
2.
Enter the phone extension and press the phone OK soft key.
3.
Enter the Allworx user PIN using the numeric keypad and press the phone OK soft key. A list of
voicemail messages displays on the LED screen. Contact the Allworx administrator for the PIN
information.
4.
Use the up/down arrow keys on the right of the display to highlight the message. Press the
Select button ( ) to select the message. The message begins to play automatically.
5.
Press the Select button ( ) to start/stop the message and the up/down arrow keys to forward/
rewind the message, respectively. Use the soft keys to choose different options such as mark as
new, delete, or forward the message.
To access the Audio Message Center:
1.
Do one of the following:
•
•
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Press the phone Messages ( ) function button twice.
Dial 6 + the primary extension from any phone or the company Auto Attendant.
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•
Dial 404. When calling from an outside line or phone not assigned to a user, the system
prompts users for a primary extension.
The Audio Message Center announces the number of new and saved voicemail messages and
the current Presence setting.
2.
Press one the following keypad buttons and follow the audio prompts.
Key
Option
1
Listen to voicemail messages. See “To manage voicemail messages:” on page 32 for more options.
2
Listen to saved voicemail messages. See “To manage voicemail messages:” on page 32 for more
options.
3
Send a message.
• Enter the extension or alias to forward the message. The Allworx system plays the selected user’s
number and name, and then prompts for another extension.
• Select one of the options:
• Outgoing message is playing
The Allworx system places the call immediately.
• During or after leaving a
The Allworx system delivers the message, and then
message
transfers the caller to the dialed extension.
• Record a message, and then press the # key when complete.
• Select one of the following options:
Key
1 or hang up
Option
Key
Option
Send the message
#
Cancel the message
2
Review the message
*
Hear these options again
3
Change the message
4
Change your Message Center system settings. See “To update the Audio Message Center settings:” on
page 33 for more options.
7
Access an outside line (if enabled).
Dial the external phone number directly. It is NOT necessary to dial 9 or 78+PIN before the phone
number.
After connecting to an external call and the external party hangs up, users hear a dial tone to place
additional calls. Additional options include:
9
Key
Option
*#
Disconnects (hangs up) the call and returns to the dial tone.
*# <Allworx PIN> #
Returns to the Audio Message Center from the dial tone.
NOTE: The ability to hang up a call and return to a dial tone using *# is not available for
certain combinations of originating phones and outside lines. Contact the Allworx
administrator for more information.
To manage system recordings (requires Recording Manager permissions). See “To manage the Call
Queues/ACD Queues recordings and schedules:” on page 35 for more options.
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Key
Option
hang
up
End the call.
#
Return to the previous menu.
*
Replay the menu options.
*+
<exte
nsion
>
Call any internal extension.
This option is not announced during the menu prompts.
If connected to voicemail, call another internal extension by dialing * + extension on the numeric keypad
or dial “0” for the operator. When dialing the new extension:
• Outgoing message is playing The Allworx system places the call immediately.
• During or after leaving a
message
The Allworx system delivers the message, and then
transfers the caller to the dialed extension.
Example: Mary calls John’s extension, but John’s voicemail answers. Mary decides she would rather talk
to Jim instead of leaving a voicemail. She dials *102 and immediately transfers to Jim’s extension.
To manage voicemail messages:
Log in to the Audio Message Center and play the message. Select an option from the table below to
manage the voicemail. Options 1 and 9 are only available if an Allworx user left the voicemail message.
The Allworx system automatically saves the voicemail messages unless the user specifically chooses to
delete the message.
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Key
During
After
Option
message message
*1
1
Reply to this message - internal recipients only.
• Enter an extension to forward the message. The Allworx system plays the selected
user’s number and name. Select one of the options:
• <extension number> Enter another user’s extension for the voicemail message.
• 9
To send the message to all Allworx users on the system - if
enabled (Digits may vary per system. Please check phone
functions tab of the My Allworx Manager page or consult
the Allworx administrator.).
• Record a message, and then press the # key when complete. Select one of the
following options:
Key
Option
1 or hang up
Key Option
Send the message
#
Cancel the message
2
Review the message
*
Hear these options again
3
Change the message
*2
2
Forward this message - internal recipients only. Follow the steps for Reply to this
message.
*3
3
Delete the message.
*4
4
Replay this message.
*6
6
Play the next message.
*9
9
Place a call to the sender of this message.
*#
#
Return to the previous menu.
**
*
Listen to these choices again.
To update the Audio Message Center settings:
Note:
Send Voicemails directly to users without accessing the Audio Message Center. Dial 3* + extension digits may vary per system. Please check phone functions tab of the My Allworx Manager page or consult
with the Allworx administrator.
Note:
Digits may vary per system. Please check phone functions tab of the My Allworx Manager page or consult
the Allworx administrator.
The Audio Message Center settings enable updating the presence setting, name recording, manage
the greetings or updating the Allworx PIN.
1.
Log in to the Audio Message Center and press 4 on the numeric keypad.
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2.
Select one of the following options:
Key
Option
1
Change your Presence setting
The Allworx system announces the current Presence. Select one of the following options:
Key Option
Key Option
1
In Office
6
Away
2
At A Meeting
7
Busy
3
On Vacation
#
Return to previous menu
4
On Business Trip
*
Listen to these choices again
5
At Home
NOTE: Users can change the Presence Setting without accessing the Audio Message Center. Press the
Presence function button. The Presence menu displays. Scroll to the presence setting, and then press the
Select button.
2
Change the recording of your name
The Allworx system plays the current name recording for review. Select one of the following options:
Key Option
Key Option
2
Change your name recording
#
Return to previous menu
3
Review your name recording
*
Listen to these choices again
If selecting option 2, follow the prompts to record a name, and then press the # key. Select an option:
Key Option
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Key Option
1
Save your name recording
3
Review your name recording
2
Change your name recording
#
Cancel changing your name recording
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Key
Option
3
• Select an option:
Key Option
Key Option
1
To change your default greeting
4
To prevent callers from leaving messages
2
To review it
#
To return to the previous menu
3
To delete it
*
Listen to these choices again
• If changing your default greeting, follow the prompts to record the greeting, and then select an option:
Key Option
Key Option
1
To save your <Presence> greeting
#
To quit without saving your greeting
2
To review your greeting
*
Listen to these choices again
3
To change your greeting
• To assist callers, mention in the voicemail greeting if you are unable to take the call. Example: When
Mary is on the road, she records her voicemail greeting: “Hi this is Mary. I am traveling today. If you
need to speak to someone immediately, please dial *100 now to reach Jack (or 0 for the operator),
otherwise leave a message at the beep.” Pause for 3 seconds, and end the greeting.
5
Change your PIN
• Users have an Allworx PIN and an Allworx password. The PIN is for Hot Desk logins, Message Center,
ACD Queues, and Reach application. The password is for logging into My Allworx Manager, Interact,
and the Allworx Admin page.
• Follow the prompts to enter and confirm a new PIN. Verify the PIN is at least 5 digits long.
#
Return to the previous menu
*
Listen to the choices again
To manage the Call Queues/ACD Queues recordings and schedules:
This option is only available to users with recording manager permissions on Allworx systems.
1.
Log in to the Audio Message Center and press 9 on the numeric keypad.
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2.
Select one of the following options.
Key
Option
1
To manage the Auto Attendant
• Enter the Auto Attendant number (The number of Auto Attendants supported: 6x 12 and Connect 300
series - 9; 6x and Connect 500 series - 16, 48x and Connect 731 - 32). Example 1 = Auto Attendant 1
and 32 = Auto Attendant 4332.
• Select the recording type:
Key
Option
1
To manage the <Auto Attendant> greeting.*
2
To manage the <Auto Attendant> status message.
3
To manage the <Auto Attendant> schedule
A message plays: “The Auto Attendant is using schedule <number>. To select a different
schedule, enter the schedule number followed by #.”
Enter the schedule number, and then enter the # sign. After successfully selecting a different
schedule, the user hears, “The Auto Attendant has been changed to use schedule <number>.”
The Message Center returns to the Manage Auto Attendant Menu.
If selecting a different schedule is unsuccessful, the user hears, “You must enter a valid schedule
number.” The Message Center returns to the Manage Auto Attendant Schedule Menu.
#
Return to previous menu
*
Listen to these choices again
* Enter the greeting number to manage after selecting the option.
• Select an option and follow the prompts:
Key
Option
1
Save the new system recording
2
Change the custom message
3
Review the message
4
Delete the message
#
To return to the previous menu for all custom recordings except Call Queue status messages. Fo
Call Queue status messages, press # to cancel changing the message.
*
To listen to these choices again
2
To manage the Call Queue - Follow the steps in To manage the Auto Attendant, except enter the Call
Queue number (0 through 9) to change.
0
For <alternate language>*
#
To return to the previous menu
*
To listen to these choices again
* Changes the language heard for the prompts. Follow the prompts to continue changing the Allworx system
recordings.
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5.8
Park
5.8.1
Park a Call on a Line Appearance PFK
Press the PARK button to park a call. The Allworx Server Administrator defines the maximum wait time
of parked call and the subsequent routing.
Parking a call on a Line Appearance PFK resembles a system-wide hold. Any phone with a Line
Appearance PFK assigned to the same outside line can retrieve the call.
5.8.2
Park a Call from the Hold Screen
Press the PARK button to park the currently displayed call. This parks the call without retrieving it from
Hold. The HOLD button flashes red.
5.8.3
Retrieve a Parked Call
If the Allworx Server Administrator enabled Music on Hold for the call appearance, the parked caller
hears music while waiting.
To retrieve a parked call:
•
Dial the parking orbit extension.
•
Parking Orbit PFK – (only available on Allworx System Software Version 8.1 or lower) monitors
any accessible parking orbit. The Allworx Server Administrator can define a PFK on the Allworx
phone as a Parking Orbit PFK for one or more of the parking extensions and set a reminder to
ring the handset after parking the call beyond a specified time.
Parking Orbit PFK
•
State
Off (not lit)
Parking Orbit is idle, no parked call.
Amber
The handset parked a call within the last five seconds.
Flashing Green (slow)
The handset parked a call for more than five seconds ago.
Flashing Red (slow)
The handset did not park the call in the Parking Orbit.
Flashing PFK
Any user can pick up the call in the Parking Orbit by pressing the PFK.
Red
One or more calls parked in the assigned Parking Orbits.
Park Set Monitoring PFK - (only available on Allworx System Software Version 8.1 or lower) a
single PFK to monitor a configurable set of parking orbits via both the illuminated PFK button as
well as a list of calls parked in the specific orbits. For example, users can use a single PFK to
monitor all local park orbits and a single indicator for any call placed in a parking orbit. This also
enables users to monitor the local parking orbits of a remote server in a multi-site
environment.Parked Calls PFK - (only available on Allworx System Software Version 8.2) if
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available, displays a list of parked calls. Use the up/down arrow keys and Select button to
connect to the parked call.
•
Park Monitor PFK - (only available on Allworx System Software Version 8.1 or lower) if available,
monitors a single or multiple parking orbit(s). Press to display a list of parked calls. Use the up/
down arrow keys and Select button to connect to the parked call.
5.9
Ring Groups
Press the PARK button, if there are no active calls on the handset.
The Allworx Server Administrator creates and programs the Ring Groups and defines the PFKs on each
Allworx phone for one or more Ring Groups.
Call Monitor PFK
State
Off (not lit)
Call Monitor is idle, no incoming call.
Flashing Green (fast)
Incoming call while the handset is set to ring.
Flashing Green (slow)
Handset placed an active call on hold.
Solid Green
Handset has an active call.
Flashing Red (fast)
Incoming call while the handset is not set to ring.
Flashing PFK
Use the handset or speaker phone and press the PFK to pick up the call.
5.10 Busy Lamp Field (BLF)
Users can link another phone extension to a PFK on the phone, and then press the PFK to dial the
extension automatically.
BLF PFK
State
Solid Red
User is on the phone.
Flashing Red
User has an incoming call.
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Chapter 6
Phone Configuration
Select the CONFIG soft key to view the following options:
Personal Speed Dial
Hot Desk Login**
Network Profiles***
Refresh Directory
Preferences
Clear Call History
Current Status/Info*
Save Settings
Reboot Phone
Network Settings*
Statistics*
Set Factory Defaults*
* Only available to the Allworx Server Administrator.
** Only available with Allworx server software release 7.3 or higher.
*** Only available to the Allworx Server Administrator and with Allworx server software release 7.4 or higher.
Note:
6.1
Check with the Allworx Administrator before making changes.
Personal Speed Dial
To setup a Personal Speed Dial:
1.
Press the CONFIG soft key. A menu displays on the phone LCD screen. Locate the Personal
Speed Dial option and press SELECT
.
2.
Use the UP / DOWN scroll soft keys to choose a speed dial number, press SELECT
3.
Use the keypad to enter the phone number or extension, press SELECT
•
•
4.
.
.
The DOWN soft key acts as a backspace.
To add a one-second pause to the dialed number to wait for auto answer systems to
prompt for additional dialing, press the PAUSE soft key (if one displays) or the HOLD
button to add a one-second pause to the dialed number. Add enter multiple pauses, as
necessary.
Use the keypad to enter a name for the speed dial, and then press SELECT
space between characters. The DOWN soft key acts as a backspace.
. The ‘#’ key puts a
To use a Personal Speed Dial
1.
Pick up a line, and press the SPDIAL soft key.
2.
Enter the speed dial number. This places a call to the speed dial extension.
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6.2
Preferences
1.
Press the CONFIG soft key button. Press the DOWN scroll soft key to select Preferences. Press
SELECT
.
2.
Select from the following list using the UP / DOWN scroll soft keys to make the changes:
Preference
Setting
Description
Options
LCD Settings
Adjust the LCD display contrast and brightness settings.
Use the Volume bar or Up /
Down scroll soft keys arrows.
Call History Size
Adjust the number of calls kept in the History.
0 to 99 (Default: 99)
Clock Mode
Display the time mode on the LCD Screen.
• Off
• 12 Hour
• 24 Hour
Hold Reminder Mode
Set the hold reminder functionality.
•
•
•
•
Redial Memory
Store the last number dialed in the phone.
• Enabled
• Disabled
Audible Dialing
Hear tones when pressing a key.
• Enabled
• Disabled
Call Timer Display
Display the length of a phone call.
• Enabled
• Disabled
No Reminder
On Hook
Timer
On Hook and Timer
Intercom Auto Answer Automatically answer an incoming intercom call using
Intercom/Speaker phone.
• Enabled
• Disabled
On Hook Dialing
Enable speaker mode when pressing a number on the
keypad without pressing the SPEAKER button first.
• Enabled
• Disabled
Visual Ringing
Enable the phone visual ring indicator to flash red for
an incoming call.
• Enabled
• Disabled
Paging Enable Mode
Enable the phone to receive pages.
• Never
• Always
• On Hook
Off Hook Answer
Mode
Answer incoming calls when taking the phone off the
hook.
• Off Hook Will Answer
• Select to Answer
Off Hook Ringing
Enable the phone to ring when receiving a new call
while in use.
• Enabled
• Disabled
Auto on Hold
Place the current call on hold automatically when
answering an incoming call.
• Enabled
• Disabled
Auto Retrieve Calls
Retrieve the on hold call automatically when taking
handset off call.
• Enabled
• Disabled
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Preference
Setting
Description
Options
Missed Call Tracking
Track missed call appearances.
• None
• Call Appearances Only
• All Appearance Types
Parking Orbit Pop-ups
Display the Parking Orbit after parking the call.
• Popup Disabled
• Popup Enabled
Hold Button
Operation
Set the HOLD button function. For more information
about the settings and behaviors, see “Hold” on
page 13.
• Hold then Park
• Park then Hold
• Hold Calls Park Lines
Force Auto Answer
Answer incoming calls automatically.
• Normal Operation
• Auto Answer On
Sidetone Disable
Enable turning off the handset or headset microphone
feedback to the speaker.
•
•
•
•
TSP Driver Caller ID
Controls the phone display.
• Calling Party Info
• DNIS Information
Messages Button
Operation
Set the MESSAGE button function.
• Displays Message List
• Call message Center
Visual On Call
Enable the phone visual ring indicator to light red for an • Enabled
active call.
• Disabled
Ringtone Family
Play different frequency and cadence variations of the
ringtone. The default is Ringtone Family 1. Ringtone
Family 2 through Family 4 uses the same default
ringtone, but the pitch is different. Ringtone Family 5
uses different ring styles to differentiate between the
call types on the phone (internal/external calls, calls
from specific caller IDs, etc).
•
•
•
•
•
Normal Operation
Handset Disabled
Headset Disabled
Both Disabled
Ringtone Family 1
Ringtone Family 2
Ringtone Family 3
Ringtone Family 4
Ringtone Family 5
NOTE: Allworx Server Administrator configures and
controls the Allworx server settings.
Server Profile Select
Control the network settings used on the phone.
• User Server Selection
• Ignore Server Selection
3.
Press SELECT
4.
Press the EXIT soft key twice. Press the YES soft key to save the changes or NO to cancel the
changes.
6.3
after making changes to the preferences.
Reboot the Phone
On occasion, it may be necessary to reboot the phone. For example, when the Allworx Server
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Administrator makes changes to the phone configuration.
Note:
1.
Do not reboot the phone unless instructed to do so by the Allworx Server Administrator.
Press the CONFIG soft key. Use the UP / DOWN scroll soft keys to highlight the Reboot Phone
option. Press SELECT
.
If there are any unsaved changes, select the YES soft key to save any changes OR select NO to
cancel changes made.
2.
Select the YES soft key on the confirmation prompt to reboot.
6.4
Hot Desk Login
Hot Desking enables temporarily logging in to a shared phone. Then the system directs the calls to the
shared phone and outgoing calls use the new caller ID. Users can initiate the login using a Hot Desk
PFK or by selecting the Hot Desk Login option from the phone Config menu.
Use the Hot Desk PFK for logging into the phone that has the PFK. The PFK is normally solid red but
goes off when a user logs in. Users can still manually log in to phones that do not have the PFK using
the phones Config menu.
Note:
The PFKs configured for phones do not change when a new user logs in. The Hot Desk PFK and
all other PFKs remain as originally configured for the phone.
To manually Hot Desk into another phone:
1.
Press the CONFIG soft key.
2.
Use the UP / DOWN scroll soft keys to highlight the Hot Desk Login option. Press SELECT
3.
Enter the user extension and press the OK soft key
4.
Enter password (or PIN) and press the OK soft key. The phone loads the new configuration.
6.5
.
Clear Call History
The Allworx phone retains the history up to 99 calls.
To clear the call history:
1.
Press the CONFIG soft key.
2.
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Use the UP / DOWN scroll soft keys to highlight the Clear Call History option. Press SELECT
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Allworx Phone Model 9224 User Guide
3.
6.6
Select the YES soft key to clear call history or NO to cancel the changes.
Refresh Directory
If new users or extensions have been set up on the Allworx server, the on-phone directory
automatically updates after some delay.
To update the directory immediately:
1.
Press the CONFIG soft key, and use the UP / DOWN scroll soft keys to highlight the Refresh
Directory option. Press SELECT
.
2.
6.7
Press the EXIT soft key to exit the Refreshing the Directory screen.
Network Profiles
The phone stores Network Profiles (Allworx server software 7.4 and later), which are network and
registration settings. Users can select a Network Profiles for use during different situations. Usage
examples include connecting to a second Allworx server for disaster recovery purposes or temporarily
connecting to the Allworx server from home. This avoids the need to manually change settings on the
phone.
To change the Network Profile:
1.
Press the CONFIG soft key.
2.
Use the UP / DOWN scroll soft keys to highlight the Network Profiles option.
3.
User the UP / DOWN scross soft keys to highlight the Network Profile to use. Press SELECT
4.
Press the EXIT soft key to exit the Refreshing the Directory screen.
5.
Reboot the phone. See “Reboot the Phone ” on page 41 for more information.
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Chapter 7
Regulatory Notices
This equipment has been tested and found to comply with the limits for a Class B digital device,
pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection
against harmful interference in a residential installation. This equipment generates, uses, and can
radiate radio frequency energy and, if not installed and used in accordance with the instructions, may
cause harmful interference to radio communications. There is no guarantee, however, that interference
will not occur in a particular installation. If this equipment causes harmful interference to radio or
television reception, which can be determined by turning the equipment off and on, the user is
encouraged to try to correct the interference by one or more of the following measures:
•
Reorient or relocate the receiving antenna.
•
Increase the separation between the equipment and the receiver.
•
Connect the equipment into an outlet on a circuit different from that to which the receiver is
connected.
•
Consult the dealer or an experienced radio/TV technician for help.
The booklet, “How to Identify and Resolve Radio-TV Interference Problems”, which the FCC prepares,
may also be helpful.
Changes and Modification not expressly approved by the manufacturer or registrant of this equipment
can void the authority to operate this equipment under Federal Communications Commission’s rules.
This product adheres to the IEEE 802.3af standard for Power over Ethernet (PoE).
This equipment is Hearing Aid Compatible (HAC).
This digital apparatus does not exceed the Class B limits for radio noise emissions from digital
apparatus set out in the Radio Interference Regulations of the Canadian Department of
Communications.
Le present appareil numerique n'emet pas de bruits radioelectriques depassant les limites applicables
aux appareils numeriques de la class B prescrites dans le Reglement sur le brouillage radioelectrique
+1 866 ALLWORX * +1 585 421 3850
www.allworx.com
Revised: 10/20/16
Page 45
Allworx Phone Model 9224 User Guide
edicte par le ministere des Communications du Canada.
Warning:
For use only with:
A Power over Ethernet (PoE) supply – This product adheres to IEEE 802.3af standard for Power
over Ethernet (PoE).
OR:
An Allworx-approved Limited Power Source, 24 VDC, 400 mA – The optional wall mount
switching Power Supply has the following specifications: Input Voltage is 100-240VAC, 50/60Hz,
450mA. Output voltage is 24VDC @ 400mA. UL Listed Limited Power Source. Output connector
size is 5.5 mm x 2.5 mm (inner diameter) x 9.5 mm with center positive.
Do not connect an analog or ISDN phone line.
Caution:
Page 46
The ear piece region on the handset can attract and retain small objects.
+1 866 ALLWORX * +1 585 421 3850
www.allworx.com
Revised: 10/20/16
Allworx Phone Model 9224 User Guide
Appendix A
Abbreviations
Abbreviation
Definition
ACD
Automated Call Distribution
BLF
Busy Lamp Field
DND
Do Not Disturb
PBX
Private Branch Exchange
PFK
Programmable Function Key
PoE
Power Over Ethernet
VoIP
Voice over Internet Protocol
+1 866 ALLWORX * +1 585 421 3850
www.allworx.com
Revised: 10/20/16
Page 47
Allworx Phone Model 9224 User Guide
Page 48
+1 866 ALLWORX * +1 585 421 3850
www.allworx.com
Revised: 10/20/16
Toll Free +1 866 ALLWORX • +1 585 421 3850
www.allworx.com
Revised: October 20, 2016
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