Index 10 2010 User's Guide
Contents
1. 20 Outof Group 24 Take other calls 16 Call volume 13 Forced account 10 Page Temporary greeting 25 Call waiting Forced intrusion 12 ANSWEF sisie 15 Time AO WeRisacininidainics 19 Forced PIN 10 Mak siistisi 8 Message sssi 26 Calla ias 11 AA 20 Parkcdlusiiaaia It TONGS E 6 AISWET 0 esseceseeeeees 16 Greeting 25 Park conference 14 RINE sessececeecectecees 22 CAMP ON cesses 12 Group Passcode Unlocking a terminal 24 NSWET A 15 Joining leaving 24 Mailbox tsorccos soria 25 Unpark calls 17 Cancel Page pitones 8 Phone sonora 23 Voice mail collection 26 Callback acci n 16 Selective cioci 24 Switch off is ciccoi saris 5 Voice Manager CANCEL cuossurauai n 16 Handsfree 13 Permanent greeting 25 Collecting messages 26 Cancel message TOs ROMA cesar 18 Personal speed dials 9 Mailbox customise 25 Change passcode 23 Hotline operation 23 Persuasive Ringing 22 Volume Collecting message 26 UNL group 24 Phone lamp 6 RINGE A 21 Collecting voice mail 26 idle Phone lock 24 Volume ofcall 13 Common hold 17 NS or 23 Phone passcode 23 Volume ringer step 22 Conference s s 14 CC eee 24 Pickup 16 Voluntary account codes 12. A code of up to 12 digits which the systems outputs to its call log along with other call details Codes entered are checked against up to 400 stored on the system before being accepted 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 Call Log The system can log calls that match set criteria eg length direction line extension The log includes call details such as number account codes time etc Camp on A functions which leaves your phone set to ring a busy extension or line as soon as it becomes free and stops you receiving any other calls in the meantime Collective Group A group where the system rings all the free members at the same time INDeX 2030 Similar to 205 but with no handsfree operation INDeX 2050 Fully featured digital display phone Includes full handsfree operation and 8 DSS keys with BLF status lamps Longest Waiting Group The system tries the free members in order of how long they have been free starting with the longest free Manager Secretary Working A name for functions that help one user to make and receive calls for transfer to another user Offline A term used to mean out of service not working Page A one way call which connects without ringing and uses the speaker of the phone s called Also known as a broadcast call Pickup Group A group of phones within which you can pickup and
3. 4 high 3 Repeat the process to change the volume again 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 2 You can replace the handset without ending the call 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 stored codes Ask your System Manager for a list of valid codes To enter a voluntary account code 1 During the call press FEATURE 6 3 2 Dial the account code If you make a mistake press FEATURE 6 3 to restart entry 3 When you have dialled the full account code press FEATURE The 2010 does not indicate whether the account code was accepted or rejected INDeX 10 0 2010 User s Guide Actions During a Call Page 13 38DHB0002UKFR Issue 1 06 2002 General Page 14 Actions During a Call Recall Recall 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 dial a recall 1 Press FEATURE 6 Create a Conference Call You have two methods of holding conference calls e During a call you can add callers to create a conference e Alternatively you can dial in to a confere
4. Pins You can use PIN codes to override the call barring settings of the phone from which you dial Note that the system automatically prefixes digits to force the call externally To use a roaming PIN 1 Dial The 2010 gives three tones Enter your PIN in the same way as for forced PIN entry see Forced PIN Code Entry above Page 10 PIN and Account Codes INDeX 10 0 2010 User s Guide Forced Account Code Entry 38DHB0002UKFR Issue 1 06 2002 If Busy or Unanswered Busy or Unanswered Page 11 Busy or Unanswered If Busy or Unanswered Your 2010 phone provides several methods for contacting an extension that is busy not answering calls or set to no calls These options work for normal page and diverted calls e Leave a Message See page 12 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 25 The Voice Manager may also instruct you to dial another number to be automatically transferred to the Operator or another extension e Callback See page 11 Rings your phone when the extension called becomes free or is next used e Camp On See page 12 Flashes the extension s lamp to warn them you are waiting It also stops other calls interrupting you e Intrude See page 12 Forces the other extension s call into a conference with you not available to all phones Arrange a Callback If
5. of codes before allowing the call You can also enter an account code at any time during a call see page 13 The system can store up to 400 12 digit codes Ask your System Manager for a list of valid codes To enter a forced account code 1 Dial an account code If you make a mistake press FEATURE 6 4 to restart entry 2 When you have entered the full code press FEATURE 3 If you hear the three tones being repeated the system did not recognise the account code Either repeat the steps above or press ANSWER RELEASE to end your call 4 If the tones stop repeating you can continue the call Forced PIN Code Entry If when making an external call you hear three tones then you must enter either an PIN or account code see above to continue Check this with your System Manager The INDeX system checks any code against its list of codes before allowing the call The PIN code you use sets your call barring and phone status for that call The system stores up to 400 PIN codes of up to 6 digits Ask your System Manager for a list of valid PIN codes To enter a PIN code 1 Dial your PIN code If you think you have made a mistake dial to delete the last digit entered 2 When you have entered your PIN code dial 3 If you hear a continuous tone then the system did not recognise the code Press ANSWERIRELEASE to end your call 4 If the three tones stop repeating you can continue the call as normal Roaming
6. of the groups that you are a member of 1 Without lifting the handset press FEATURE 2 Short Chirp Dial 40 in group or 41 out of group 3 Press FEATURE to finish Night Service The system takes different areas into and out of night service automatically It does this following timetables setup by the System Manager The effects of night service vary but typically are e Lines The system directs calls to a night desk number answer phone extension e Phones The type of calls you can make becomes more restricted e g no international or long distance calls Page 24 Phone Settings Locking Unlocking the Phone INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Using Voice Manager Voice Manager Page 25 Voice Manager Using Voice Manager The system can include a Voice Manager to record messages for you in your own mailbox You can use this by setting the Voice Manager number as your diverts see page 19 Your mailbox ID normally matches your extension number e Voice Manager Functions The INDeX supports a number of different Voice Managers and so the range of options available to you may differ Customising Your Mailbox You can customise your mailbox in many ways We strongly recommend that you set a passcode to keep your mailbox private To customise your mailbox 1 Dial the Voice Manager extension number E 2 When answered dial for the message desk 3 Dial your ID a
7. 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 the callback will not take place if 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 21 The system also cancels any callbacks that have not taken place after a set period default 2 hours To arrange a Callback 1 Press FEATURE 2 2 The system ends your call unless you already had a callback set 3 You can make and receive other calls while waiting To clear the Callback 1 Press FEATURE 2 again INDeX 10 0 2010 User s Guide Busy or Unanswered Page 11 38DHB0002UKFR Issue 1 06 2002 If Busy or Unanswered Page 12 Busy or Unanswered Leaving a Message Leaving a Message If the extension you call has a message lamp you can leave a message see page 15 This lights that phone s lamp and stores your number for a return call If your call is diverted the message goes to the extension you first called To leave a message 1 Press FEATURE 1 2 Your call ends unless the phone called has already reached its limit of five 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 Also if the busy extens
8. 1 To join a dial in conference call dial the conference call number obtained from your System Manager You may be asked for a password 2 As new members join the conference you will hear two bleeps 3 Press ANSWER RELEASE or replace the handset to exit Page 14 Actions During a Call Recall INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Answering Normal Calls Answering Calls Page 15 Answering Calls Answering Normal Calls When calls arrive the phone lamp gives a repeated double flash for external calls a repeated single flash for internal calls If on the ringer also shows the call type by a repeated single or double ring see page 22 To answer the call 1 Press ANSWER RELEASE or lift the handset 2 During the call you can take a range of actions see page 13 3 To end press ANSWER RELEASE or replace the handset Answering a Page Call When someone pages your 2010 see page 8 or a group to which it belongs your 2010 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 If you answer a page it turns into a normal call To answer a page 1 Press ANSWER RELEASE 2 Pickup the handset or continue the call handsfree Note that this feature can be switched off for the whole system Answering a Call Waiting A fast flashing lamp during a call means someone has camped on to your 2010 see page 12 To ans
9. 3 Copy message 26 Internal call Pickup group 16 Wait on busy 12 INDeX 10 0 2010 User s Guide Index Page 29 38DHB0002UKFR Issue 1 06 2002 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 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002
10. ANSWER RELEASE Answering Other Extensions Call Pickup You can pickup an incoming call to any ringing extension In addition your INDeX 2010 can store a pickup group number see below You can then pick up calls ringing any phone in the group To pick up any ringing phone 1 Press ANSWER RELEASE dial the extension number of the ringing phone and press FEATURE 9 2 Lift the handset or continue handsfree To pick up any ringing phone in a group 1 Without lifting the handset press FEATURE 9 and ANSWER RELEASE to pickup the longest ringing call in the group 2 Lift the handset or continue handsfree To set the 2010 s pickup group Without lifting the handset press FEATURE x Short chirp Dial 4 2 pickup group Double tone Dial the your passcode if you make a mistake dial to restart entry You will then hear either e Deep double ring Passcode not recognised Dial the passcode again or press FEATURE to stop e Double ring The 2010 has a pickup number set Either dial to cancel it or press FEATURE to stop e Single ring The 2010 has no pickup number set Press FEATURE to stop or dial a new group number and then You will then hear either e Deep double ring Number entered invalid Press FEATURE to stop or dial a new number and then again e Short chirp Number setup Either select another feature or press FEATURE to finish ON Page 16 Answering Calls INDeX 10 0 2010 User s Guide Answe
11. AVAYA INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Page 2 Contents Contents O 4 Using MIS QUITO sacd A AA 4 Further SS tees tate als es ddl eat te alae Vln nee ven 4 2010 Phone Features siii 5 introduction to TS 200 rre eoe eaea ae ae e a e e RA beans Ceca aea Eae 5 Handsfree Speaker amp Answer Release cooommmmmmmmariarisi nnn nrantt 5 PHONG Feature PaSSCOde AS 5 Phone Tones amp Ringing td td wae ce hee cs ade ia 6 A baiaira dimen ncmarainanineiemuneanaine andiane enemiawahicemnna aun 6 Making Calls iaaea a aaa a a aa aa Ea R 7 Notes Making al e ta tacas 7 A RA 7 Making Extemal Calls catas toas tiated a cue ea alent eee aned ea erecee 7 Making Ine mal Calls cars iS tas 8 Making a Page Cal a E a ok te 8 Speed Dials iii ica iciod 9 Usmg opecd Dialnet teles lares cito di terior sul 9 Storing Personal Speed Dials 0 hate alata te tats rnnr vali oat nenna r enre catl 9 PIN and Account COGS xico sautvaredadedadidddanensaeseneiaraie 10 Forced ACCUEIL aia Ae ae 10 Forced PUN Code EN tata ira 10 A ince ec erearsitate elcid atsia cet E ecole ihe tea ude eh nlaele ted heen sete nies teens 10 Busy OF UNANS WONG ninia RR 11 BUS Or WAM SWS De as 11 Arrange a Callas ita 11 Leaving a Message sitio 12 Camp Onand Wii tt A A ld eta AAA AAA ca 12 A ON 12 Actions During a Call coo reia 13 A ee iain ante eter td saci dat et aw duet eine eee heeds 13 Changing the Call VOM A A sl tar aaa t
12. aintainer controls this feature INDeX 10 0 2010 User s Guide Phone Settings Page 23 38DHB0002UKFR Issue 1 06 2002 The Phone Passcode Page 24 Phone Settings Locking Unlocking the Phone Locking Unlocking the Phone You can lock your phone This stops people using it to make external calls they hear continuous tone instead Locked phones can still make external calls to some special numbers eg emergency numbers To lock unlock a phone 1 Without lifting the handset press FEATURE 2 Short chirp Dial 63 lock or 62 unlock 3 Double tone Dial your passcode If you make a mistake dial to restart entry You will hear either e Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop e Short chirp Passcode accepted Press FEATURE to finish Group Your System Manager can include your phone in a group or in several groups all of which you can join or leave simultaneously When in group you receive calls made to the group number not your extension number The group s type again defined by your System Manager sets the order in which its members ring when a call to the group arrives The types are rotary collective sequential and longest waiting see Glossary on page 28 When in a group where each member rings in turn your phone rings for the time set by its ringer timeout see page 21 Going into group switches divert all and no calls off To join leave all
13. answer calls ringing at any of the other member extensions PIN Code The system stores up to 400 PIN codes of up to 6 digits Each PIN code has its own associated call barring and phone settings When you use a PIN code its settings temporarily override those of the phone from which you are dialling Your System Manager will keep a record of the valid PIN codes stored on your system POT Plain Ordinary Phone These are also called two wire telephones POT s include devices such as fax machines and answerphones Rotary Group A group where the system starts with the first free member after the last member rung If unanswered after a short time the system tries the next free member and so on Sequential Group The system tries the first free members always starting from the front of the group If unanswered after a short time the system tries the next free member and continues to shuttle between the first two free members Software Release The release or version level of software used by a system determines what features are available to users and how those features work Speed Dials Speed dials are used to store phone numbers and sometimes account codes The number can then be dialled by entering just the number of the speed dial store Tenancy The system can be divided into several tenancies each containing different extensions and lines Calls between tenancies are not normally allowed Each tenancy sub divides i
14. are 13 Switching Os li cd dd o ad 13 Adding Voluntary Account Codes cui sido mdad 13 A vacate sated EE wase teces E quanta E 14 Create a Conference C alll ici ust tat steal ed eed hates ance eer ck clases Shae eee awed 14 Answering COS o A A o AAA 15 Answering Normal Call as 15 A swenng a Page Valk pt aio e oca ee bai ade 15 Answering a Call AMO A AA 15 AMS WOTING MES id 15 Answering a Callback nato 16 Alarms Triple Ring Music or Recorded MeSSage ccsseeecsssetetsesesesteeesssssteneasseeeeteteteesatatenenenenens 16 Answering Other Extensions Call PICKUP soii is a awe elas 16 Page 2 Contents INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Contents Page 3 Contents Cont Transfer Park amp Hold Calls iii eee e seednaeseveean 17 Using lranster Park A a E A A E E 17 Transfering Cals ts a lh a eh ila lal aaa EEE A 17 Parking cie ra tae dh 17 A NS AG a a oll Aaa ce aaa cet Saitek Se ea ae ae 18 Diverting CANS cite tees Cada cn 19 Using VTS talent ricer ii A ceca aed teeter A 19 SWitehing a Divet QN n ssie O ek eae ec caer lr a a eek ae i 19 Switching a Divert Off a A th Sta 20 SWICHING NG Call ONO atado dto 20 Forwarding Gaito it a di a 20 Ringer CONUIGIS 9552s ii da a 21 Changing the Ringer VOLUME caca ir sejacstichas sateebestaddentsa viceuebat tadeereubtecaee 21 Setting the Ringer Timeouts c ace act ON 21 Changing the Ringer SOUNG OS 22 Switching th Ringer ON Da soi cl A 22 S
15. efix a 9 to the speed dial number this is the normal number to seize an external line Your System Manager will inform you if you have to add a different prefix before external numbers To store a personal speed dial number Without lifting the handset press FEATURE Short chirp Press SPEED DIAL Double tone Enter the 2010 s passcode If you make a mistake dial to restart entry 4 Deep double ring Passcode not accepted Dial the passcode again or press FEATURE to stop 5 Single Ring Passcode accepted Dial the number of the personal speed dial store to use 0 to 9 6 Double ring The 2010 has a number set Either dial to cancel it or dial a new number prefixed with a 9 if external followed by 7 Single ring The 2010 has no number set Dial a new number prefixed with a 9 if external followed by or press FEATURE to stop 8 Deep double ring Number entered invalid Repeat the step above or press FEATURE to stop 9 Short chirp Select a feature or press FEATURE to finish w N INDeX 10 0 2010 User s Guide Speed Dials Page 9 38DHB0002UKFR Issue 1 06 2002 Using Speed Dials Page 10 PIN and Account Codes Forced Account Code Entry PIN and Account Codes Forced Account Code Entry If when making an external call you hear three tones then you must enter either an account or PIN code see below to continue Check with your System Manager The INDeX system checks any code against its list
16. ep 3 where you should press and then FEATURE Switching No Calls On Off If you switch on no calls after setting a divert all number it diverts all callers and even the divert extension cannot call you If you switch it on without setting a divert all number all callers hear continuous tone With no call is on you hear broken dial tone if you lift the handset or press ANSWERIRELEASE but you can still make calls Switching no calls on takes the phone out of group Note Your System Manager can prevent use of the no calls feature To switch no calls on off 1 Without lifting the handset press FEATURE x 2 Short chirp Dial 60 no calls on or 61 no calls off 3 Short chirp Feature set press FEATURE to finish Forwarding Calls Forward allows you to remotely set your calls to divert By default the system bars remote forwarding of a phone Contact your System Manager to enable this feature To set a forward 1 Without lifting the handset press FEATURE 2 Short chirp Dial 20 remote forward 3 Single ring Dial the number of the phone you want to forward to and then You will hear either 4 Double tone Dial that phone s passcode not the passcode of the phone you are using If you make a mistake dial to restart entry You will hear either Deep double ring Passcode not accepted Dial the passcode again or press FEATURE to stop Double ring The phone already has a Divert All number set Dial
17. ernal numbers handy If you have to talk to someone else in the office during a call inform the caller and then use HOLD see page 18 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 callback as soon as possible If the extension diverts to Voice Mail leave a message Do not hold for the operator unless urgent INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Good Phone Usage Page 27 General Phone Usage Page 28 Glossary Making Calls Glossary ACA Automatic Call Announcer Equipment which plays messages to callers waiting to be answered Account Codes
18. etting a Ringer o a ra ri 22 Phone SctingS uicaicascarat iii ati E Eana i 23 The Phone Passeode rrisin tren di GE 23 Background MUSIC ssn pie a O a chat a Gavel tek nL 23 Hotline GRAN Oes A O 23 Locking Unlocking the Phone casetes 24 EN A A tS A A A 24 A A aa E aaa ona cuba ea 24 VOICE Manageri aiaa aiana den end deers EN aaa eden seve sideeeae street ae 25 Using Voice Manager lt tcaa it cta tacita 25 Customising Your Mailbox ctas rr idioteces a ios lt 25 Collecting Voice Mess ir A A A a Maa 26 Good Phone US IDO cistnmancicn tits 27 General Phone Usage ocn atea 27 AnS wena Calls ias uted a ai ees en ven E es ay sea tans ii 27 Making cS at tasas 27 A anid aE teen eaaa aad aaeeea ia ete 28 Index A ar aaa aa aE a aSa 29 INDeX 10 0 2010 User s Guide Contents Page 3 38DHB0002UKFR Issue 1 06 2002 Page 4 Introduction Using This Guide Introduction Using This Guide This guide is for the INDeX 2010 phone used on the INDeX telephone system operating under Software Release 10 0 Your System Manager will be able to tell you which Software Release your system is operating under To check what type of phone you have look at the label on its base This guide covers most of the features supported by the INDeX 2010 phone 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 networ
19. ey hear the call without doing anything but you cannot hear them If wanted they can turn the page into a normal call see page 15 If the phone paged is diverting calls the page also diverts except group pages To page an extension or group AOON Press FEATURE 4 Pickup the handset or continue handsfree Dial the extension or group number If the extension is busy or set to No Calls you can wait or leave a message see page 11 Speak and then press ANSWER RELEASE Page 8 Making Calls Making Internal Calls INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Using Speed Dials Speed Dials Page 9 Speed Dials Using Speed Dials The system can store telephone numbers in speed dial stores You can then ring those numbers by dialling the number of the speed dial store e System speed dials All extensions can use these though still subject to call barring Ask your System Manager for a list e Personal speed dials You can store up to 10 speed dials for your own use see below To use a speed dial 1 Press SPEED DIAL and then the speed dial store number 00 to 09 for personal speed dials and 100 899 and 9000 9999 for system speed dials 2 If the 2010 gives three tones it requires either a PIN code or account code before allowing the call check with your System Manager 3 Continue as for a normal external call see page 7 Storing Personal Speed Dials If external pr
20. ion has a suitable display it sees your name number and CALL WAITING While camped on you cannot make or receive other calls Your 2010 phone gives regular pips to remind you of the camp on To Camp On to a busy extension 1 Press FEATURE 3 2 To replace the handset without cancelling the camp on press SPEAKER first 3 To end the camp on press ANSWER RELEASE Intrude Some phones on the system can intrude on calls After the intrusion the system gives regular warning pips Your System Manager controls which extensions can intrude and be intruded on To intrude on a call 1 Press FEATURE 6 0 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 Page 12 Busy or Unanswered Leaving a Message INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 General Actions During a Call Page 13 Actions During a Call General The system provides a range of actions that you can take during a call These are in addition to the transferring holding and parking the caller features see page 17 Changing the Call Volume You can change the caller volume during a call The 2010 has separate volume levels for the speaker and handset To change the call volume 1 During the call press FEATURE 7 0 to do this without making a call just press ANSWERIRELEASE first 2 Dial 1 low 2 medium low 3 medium high or
21. k 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 INDexX 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 e System Manager nn e On Extension acatar cope This guide is also available from our Internet site http support avaya com Page 4 Introduction Using This Guide INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Introduction to the 2010 2010 Phone Features Page 5 2010 Phone Features Introduction to the 2010 The diagram shows the main features of an INDeX 2010 phone Handset Rest Tags Beneath Handset Speaker Beneath Handset The system supports a wide range of other phone types for different applications and uses see Glossary on page 28 Handsfree Speaker amp 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 ie 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 Phone Feature Passcode The requi
22. ll e f unanswered or not okay to transfer the caller press HOLD to retrieve the first call 4 For an unannounced transfer press ANSWER RELEASE immediately even if you hear ringing or busy tone Page 18 Transfer Park amp Hold Calls INDeX 10 0 2010 User s Guide Holding Calls 38DHB0002UKFR Issue 1 06 2002 Using Diverts Diverting Calls Page 19 Diverting Calls Using Diverts Your phone can store diverts for different situations i e when busy not answering and to divert all calls You can divert to an extension a or speed dial number Divert on busy Calls divert when your 2010 is on a call When set callers cannot set a callback or camp on to your phone Divert on no answer Calls divert after ringing your 2010 for a set period see page 21 Divert all All calls to your 2010 are diverted Only the extension to which you divert your calls can ring you No calls Switching no calls on stops all calls Callers hear continuous tone or divert to the Divert All number if set Remote forward This feature must be permitted by the System Manager Allows you to remotely change the divert all number and switch it on off Switching a Divert On A divert is switched on by setting a divert number It is switched off by cancelling that number When divert all is on you hear broken dial tone if you lift the handset or press ANSWER RELEASE but you can still make calls Switching divert all on takes the 2010 ou
23. messages oF wh Playing Messages While playing messages use the following controls To play messages e To hear the next message Dial 3 e To hear the previous message Dial 1 e To rewind the message Dial 4 e To fast forward the message Dials 6 e To hear the message details date amp time Dial 5 e Torecord a message in another mailbox Dial 2 Actioning Messages Whilst playing a message you can action it in several ways To action a message e Dial 0 and select one of the following e To delete the message Dial e To copy the message to another mailbox Dial 0 e To redirect the message to another mailbox Dial 1 e To record a reply in the senders mailbox Dial 2 e To call the sender Dial 3 e Tofinish actioning the message Dial Page 26 Voice Manager INDeX 10 0 2010 User s Guide Collecting Voice Messages 38DHB0002UKFR Issue 1 06 2002 General Phone Usage Good Phone Usage Page 27 Good Phone Usage General Phone Usage The phone provides a quick method of communication However think carefully about how you use the phone Your manner is a key part of the company s and your image Since the phone does not convey smiles shrugs nods etc how you speak is all important Speak clearly and maintain a friendly manner Be precise and avoid rambling 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 ext
24. music 23 Emergency calls 24 Manager transfer 19 Ringer volume 21 Barred phone 23 Enteraccount 10 Message Ringing 6 Broadcast Enter passcode 23 ven naaa 12 Roaming PIN 10 NSWET occocococnncnaraconines 15 EnterPIN 10 Message answer 15 Secretary filter 19 Make cieosstemtit morte 8 Exclusive hold 18 Message light number 25 Setup mailbox 25 Busy camp ON eee 12 Executive intrusion 12 Messages Actioning 26 Sound Call Extension Mobile access 10 RIOT acacia 22 Make external 7 PAGS escitas 8 Music Speak to sender 26 Make internal 8 External call Background 23 Speaker cscs 13 Call answer 15 EA 7 Name mailbox 25 Speed dials 9 Call Dad uri 7 External ring on off 22 Nextmessag6 26 Split conference 14 Call forward 20 Fastforward 26 Night service o AAA 22 Call Wold sico 18 Fax collection 26 No calls System Manager 4 Call park 170 Fax number 25 On off oasi 20 System speed dials 9 Call pickup 16 Follow me
25. nce 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 dial in 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 a conference or add to a conference 1 Press HOLD to hold your current call or conference 2 Dial the number of the person you want to join the call 3 Ifanswered ask if they wish to join a conference e f no press HOLD to return to the original caller conference e f yes press FEATURE 5 to add the call to the conference 4 lf unanswered press HOLD to return to the first call conference 5 To add another caller to the conference repeat steps 1 4 above To exit the conference 1 Press ANSWER RELEASE If only two callers remain the conference becomes a normal call To park all the conference parties see page 17 1 Press FEATURE 7 To split a 3 way conference 1 Press FEATURE 6 1 to hold one caller and connect the other 2 To switch between parties press HOLD Joining a dial in conference
26. nd your password if requested 4 You should hear the normal voice manager greeting telling you what messages you have Dial 7 and select one of the following e Temporary Greeting Dial 0 This replaces your permanent greeting until it is automatically deleted at a set time __ __ am pm Record Name Dial 1 Set Password Dial 2 Do not set an obvious password such as 1234 0000 or your extension number Regularly change your password Day Alert Number Dial 3 During day service the Voice Manager rings this number if you have new messages This is not used if you set a message light number Permanent Greeting Dial 4 The Voice Manager plays this to callers diverted to your mailbox e Other Options Dial INDeX 10 0 2010 User s Guide Voice Manager Page 25 38DHB0002UKFR Issue 1 06 2002 Using Voice Manager Page 26 Voice Manager Collecting Voice Messages Collecting Voice Messages Check your mail regularly The system deletes messages after set periods You can check your mailbox from an external phone It must have touch tone MF dialling with and keys After entering your mailbox the Voice Manager tells you what messages you have To collect voice messages Dial the Voice Manager extension number When answered dial for the message desk Dial your ID and your password if requested The Voice Manager will tell you what messages you have Use the options below to play action your
27. nto areas Page 28 Glossary Making Calls INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Index Page 29 Index Abbreviated dialling 9 Customise mailbox 25 Make ccoo 8 PilOt group 24 Account code Date Internal ring on off 22 PIN codes o A 10 Message nsise 26 A 12 Occ ias 10 AU AA 13 Day alert number 25 A A 6 Roaming AA 10 Actioning messages 26 Delete message 15 Locking a terminal 24 Play messages 26 Alert answer 18 Delete messages 26 Loudness Previous message 26 Alert number 25 Dialling RINJET saciar 21 Record message 26 Answer A AA 7 Loudness of call 13 Redirect 26 Alarm call 16 e AA 8 Loudness ringer step 22 Remote forward 20 GallDAGK oto docto ot 16 Divert Mailbox Reply to message 26 Pt os 15 Set numbers 19 Collection 26 Rewind message 26 Answer an alert 18 Divert all 19 Mailbox customise 25 Ringback 11 Answer call waiting 15 Remote Set 20 Make call Ringer on off 22 Answer calls 15 Setup ld 19 External voor 7 Ringer sound 22 Answer messages 15 Do not disturb 20 Internal 8 Ringer step size 22 Background
28. r a short time To park an external call 1 During the call press FEATURE 7 2 You can also park a call by pressing HOLD and then replacing the handset or pressing ANSWER RELEASE To unpark calls parked at your extension 1 Press FEATURE 7 INDeX 10 0 2010 User s Guide Transfer Park 8 Hold Calls Page 17 38DHB0002UKFR Issue 1 06 2002 Using Transfer Park amp Hold Page 18 Transfer Park amp Hold Calls Holding Calls Holding Calls Only the extension that holds a call can retrieve it unless they transfer the call When you hold a call the caller may hear music if installed on your system You can only hold one call at a time To hold a call 1 Press HOLD 2 If you now press ANSWER RELEASE or replace the handset the system parks the call see page 17 3 Retrieve the call by pressing HOLD again or while holding the call make another call enquiry call and e To switch between calls press HOLD e To transfer the held call press ANSWER RELEASE e To conference the calls press FEATURE 5 see page 14 To transfer a call using hold 1 Press HOLD to hold your current call do not press ANSWER RELEASE or replace the handset as this parks the call to then retrieve it you must press FEATURE 7 2 Press the extension to which you want to transfer the call 3 For an announced transfer wait for the call to be answered e f okay to transfer the call press ANSWER RELEASE to transfer the ca
29. r on or off for internal and or external calls The 2010 s lamp still shows new calls To switch the internal or external ring on off 1 Without lifting the handset press FEATURE 2 Short chirp Dial either 35 external ring on 36 external ring off 37 internal ring on or 38 internal ring off 3 Double tone Dial your passcode You will then hear either e Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop e Short chirp Passcode accepted Select another feature or press FEATURE to finish Setting a Ringer Step If a call rings unanswered the 2010 can increase the volume on each ring until it reaches its maximum You can select several sizes of increase step This feature is called Persuasive Ringing To set the ringer volume step size Without lifting the handset press FEATURE Short chirp Dial 32 no step 33 small step or 34 large step Double tone Dial your passcode You will then hear either e Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop e Short chirp Passcode accepted Press FEATURE to finish w Na Page 22 Ringer Controls INDeX 10 0 2010 User s Guide Changing the Ringer Sound 38DHB0002UKFR Issue 1 06 2002 The Phone Passcode Phone Settings Page 23 Phone Settings The Phone Passcode If the phone gives a deep double tone it requires you to enter your passcode Wrong passcode en
30. rement to enter your passcode for many of the phone s functions indicated by a double tone can be switched off by the System Manager If this is the case then for non voice mail functions you can ignore instructions to enter your passcode INDeX 10 0 2010 User s Guide 2010 Phone Features Page 5 38DHB0002UKFR Issue 1 06 2002 Introduction to the 2010 Page 6 2010 Phone Features Phone Tones amp Ringing Phone Tones 8 Ringing The INDeX 2010 uses various tones and ringing to indicate calls and other events A sample of these appears below You can alter the ringer volume sound switch it on off etc see page 21 Incoming Calls e Repeated Single Ring Internal call e Repeated Double Ring External call e Repeated Triple Ring System alarm e Single Tone Page call see page 15 During Calls e Three tones Enter PIN or account code see page 9 e Repeated Double Pip You have set a camp on see page 12 e Repeated Single Pip Another extension is about to intrude or has intruded on your call Outgoing Calls e Dial Tone Dial number e Broken Dial Tone Phone on divert or no calls see page 19 e Repeated Tone Busy number see page 11 e Repeated Triple Tone Call diverting to external number e Continuous Tone Number called unobtainable or set to no calls Phone locked or barred Phone Lamp The INDeX 2010 uses it s lamp just above the SPEAKER key to show calls and messages ms a
31. ring a Callback 38DHB0002UKFR Issue 1 06 2002 Using Transfer Park amp Hold Transfer Park amp Hold Calls Page 17 Transfer Park amp Hold Calls Using Transfer Park 8 Hold After answering a call you can hold it or transfer it You can also make an enquiry call and then switch between calls You can hold a call where only you can retrieve it or park the call where other extensions can retrieve it Remember that calls transferred to an extension with diverts set follow those diverts just like normal 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 do not press ANSWER RELEASE or replace the handset as this parks the call see page 17 then to retrieve it you must press FEATURE 7 2 Dial the extension to which you want to transfer the call 3 For an announced transfer wait for the call to be answered e f okay to transfer the call press ANSWER RELEASE to transfer the call e f unanswered or not okay to transfer the caller press HOLD to retrieve the first call 4 For an unannounced transfer press ANSWER RELEASE Parking Calls You can retrieve parked calls at any extension on the system You can park several calls at the same time Calls parked and not retrieved may recall to your extension afte
32. t of group or no calls Selecting a system speed dial for Divert All allows you to divert your calls to an external number When you do this internal callers hear a triple tone to warn them of the external divert To set a divert number 1 2 3 Without lifting the handset press FEATURE Short chirp Dial 10 divert all or 11 divert on busy or 12 divert on no answer Double tone Enter your passcode If you make a mistake dial to restart entry You will then hear either Deep double ring Passcode not accepted Dial the passcode again or press FEATURE to stop Double ring The phone already has a divert number set To stop press FEATURE To clear the stored divert number press Single ring The phone has no divert number set Either press FEATURE to stop or dial a new divert number followed by For divert all you can also press SPEED DIAL and enter a system speed dial number followed by for an external divert You will then hear either e Deep double ring The number entered was invalid Press FEATURE to stop or repeat the step above e Short chirp Number entered okay press FEATURE to finish INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Diverting Calls Page 19 Using Diverts Page 20 Diverting Calls Switching a Divert Off Switching a Divert Off A divert is switched off by cancelling the stored divert number To do this follow the process for switching a divert on see page 19 up to st
33. to cancel it or press FEATURE to stop Single ring The phone has no divert all number set Either dial a number followed by or press FEATURE to stop Deep double ring Number invalid Press FEATURE to stop or repeat the step above Short chirp Number entered okay press FEATURE to finish To cancel a forward 1 Follow the process above and when you hear a double ring dial and then press FEATURE to finish Page 20 Diverting Calls INDeX 10 0 2010 User s Guide Switching a Divert Off 38DHB0002UKFR Issue 1 06 2002 Changing the Ringer Volume Ringer Controls Page 21 Ringer Controls Changing the Ringer Volume While altering the volume the phone rings To change the ringer volume 1 Without lifting the handset press FEATURE 2 Short chirp Dial 30 ringer volume 3 Double tone Dial your passcode If you make a mistake dial to restart entry You will hear either e Deep double ring Passcode not accepted Dial the passcode again or press FEATURE to stop e Repeated ringing Passcode accepted Dial for the next volume level Repeat until you hear the volume preferred then dial e Short chirp Press FEATURE to finish Setting the Ringer Timeout The ringer timeout controls several actions e Callback How long a callback rings before cancelling e Group hunting How long calls to a group of which your 2010 is a member ring your 2010 before trying another number e Divert on no answer Ho
34. try 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 eg emergency numbers The requirement to enter the passcode for many phone functions can be switched off see Phone Feature Passcode on page 5 To change the phone s passcode Without lifting the handset press FEATURE Short Chirp Dial 70 passcode Double tone Dial the phone s passcode You will then hear either e Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop e Short chirp Passcode accepted Press FEATURE to finish wD Background Music If your system has external Music on Hold installed you may be able to play it when the 2010 is not in use The phone s speaker volume controls the loudness of the background music see page 13 To switch background music on off Without lifting the handset press FEATURE Short chirp Dial 50 music on or 51 music off Double tone Dial your passcode If you make a mistake dial to restart entry You will hear either e Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop e Short chirp Passcode accepted 4 Press FEATURE to finish w N Hotline Operation Hotline operation allows the phone to automatically dial a number or speed dial when left off hook for a set period Your System Manager or m
35. w long calls ring at your phone before the system uses Divert on No Answer if set To set the ringer timeout 1 Without lifting the handset press FEATURE x 2 Short chirp Dial 13 ringer timeout 3 Double tone Dial your passcode If you make a mistake dial to restart entry see page 23 You will hear either Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop Double ring Timeout already set Either dial to cancel it or press FEATURE to stop Single ring Timeout already set Either dial a timeout 0 to 999 seconds where 10 seconds 3 rings or press FEATURE to stop Short chirp Press FEATURE to finish INDeX 10 0 2010 User s Guide Ringer Controls Page 21 38DHB0002UKFR Issue 1 06 2002 Changing the Ringer Volume Page 22 Ringer Controls Changing the Ringer Sound The 2010 provides a number of different ringer sounds While selecting the sound the phone rings To change the ringer sound 1 Without lifting the handset press FEATURE 2 Short chirp Dial 31 ringer souna 3 Double tone Dial your passcode You will then hear either e Deep double ring Passcode not accepted Either dial the passcode again or press FEATURE to stop e Repeated ringing Passcode accepted Dial until you hear the sound you prefer then dial e Short chirp Press FEATURE to finish Changing the Ringer Sound Switching the Ringer On Off You can switch the ringe
36. wer a call waiting 1 Either park press FEATURE 7 or end press ANSWER RELEASE your current call 2 The waiting call rings your 2010 Press ANSWER RELEASE and continue as a normal call Answering a Message Other extensions can leave their number on your 2010 see page 12 Your 2010 can store five such messages When you have a message the 2010 s lamp comes on If your system has a Voice Manager attached it lights the 2010 s lamp when you have new voice mail see page 26 To answer a message 1 Without lifting the handset press FEATURE 0 To cancel a message 1 Without lifting the handset press FEATURE 6 4 INDeX 10 0 2010 User s Guide Answering Calls Page 15 38DHB0002UKFR Issue 1 06 2002 Answering Normal Calls Page 16 Answering Calls Answering a Callback Answering a Callback You can arrange a callback from a busy or unanswered extension see page 11 When the callback takes place your 2010 rings When you answer you hear the other extension ringing If you do not answer the callback cancels after a short time see page 21 To cancel the callback 1 Press FEATURE 2 at any time to cancel the callback Alarms Triple Ring Music or Recorded Message The System Manager can set system alarms to call a group to which your phone belongs To receive a group alarm your phone does not have to be in group The alarm can consist of ringing music or a recorded message To answer an alarm 1 Press
37. wing the call Dial the external telephone number When answered either pickup the handset or continue the call handsfree During the call you can Park hold or transfer the call see page 17 Perform various other actions see page 13 To end press ANSWER RELEASE or replace the handset To redial the last external number used 1 Press REDIAL to repeat the last external number used including speed dials COND 00 INDeX 10 0 2010 User s Guide Making Calls Page 7 38DHB0002UKFR Issue 1 06 2002 Notes on Making Calls Page 8 Making Calls Making Internal Calls Making Internal Calls The method below uses normal dialling to make internal calls To dial an internal call 1 2 Dial the extension number A triple tone means that the extension called is diverting calls to an external number If unanswered the 2010 provides options to wait or notify the extension you called see page 11 If your system has a Voice Manager attached you can record a voice message instead see page 25 The Voice Manager may also instruct you to dial another number to be automatically transferred to the Operator or another extension lf answered either pickup the handset or continue the call handsfree During the call the 2010 provides a range of further actions see page 13 To end press ANSWER RELEASE or replace the handset Making a Page Call You can page any INDeX phone or group of such phones Th
38. y je AS Fast Flashing Lamp Call Waiting see page 15 Lamp On Message see page 15 NOS HO AA AA Repeating Double Flash External call Repeating Single Flash Internal call Page 6 2010 Phone Features Phone Tones amp Ringing INDeX 10 0 2010 User s Guide 38DHB0002UKFR Issue 1 06 2002 Notes on Making Calls Making Calls Page 7 Making Calls Notes on Making Calls Your INDeX 2010 phone allows very simple and quick dialling to make calls To simplify dialling the system also stores several hundred speed dials for use by any extension see page 9 You can also store your own frequently needed numbers as speed dials Call Barring The system can bar you from dialling particular numbers or types of numbers e g national and international Typically call barring increases when the system puts the phone s area into night service Call barring can also change 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 External Calls The system may apply call barring to some or all external numbers see Call Barring You can also lock your INDeX 2010 see page 24 or bar it by wrong passcode entry see page 23 To dial an external call 1 Dial 9 Your System Manager will inform you if you need to dial a different number 2 If the 2010 gives three tones it requires either a PIN or account code before allo
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