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Avaya 3905 Digital Deskphone - Communication Server 1000 User Guide

1. Answer Emergency Emergency Answer Agent Not Ready Activity Code Make Set Busy Display Queue Note The Headset and In Calls Keys are required Your network administrator can reconfigure the remaining four keys to any of the features listed above Default keys are indicated by an asterisk Order the optional Key Cap Kit to obtain key caps for the non default features See Additional Key Caps on page 103 Your Telephone s Controls Your Telephone s Controls Fixed and programmable telephone keys 14 Goodbye Sy Headset J 27 PR Hon wg Grae CC Copy vA Use the Volume Control Bar to control the volume of the handset headset speaker ringer and handsfree Increase the volume by pressing the right side of the bar Lower it by pressing the left side You can terminate an active call by pressing the Goodbye Key The Goodbye Key is useful for disconnecting a handsfree call Press the Headset Key to switch a call back and forth between the optional handset and the headset A steady LCD indicator appearing beside a Programmable Line DN Feature Key means that the feature or line is active A flashing LCD indicator means the line is on hold or the feature is being programmed By pressing the Hold Key you can put an active call on hold Return to the caller by pressing the DN Key beside the flashing indicator The Mute Ke
2. The Directory Number is a number that consists of one to seven digits for a telephone also known as an extension number Fixed Keys The Fixed Keys are the hard factory labeled keys on your telephone Flexible Feature Codes FFCs Flexible Feature Codes FFCs allow you to access features for which you do not have a fixed or soft feature key Flexible Feature Codes are applicable to the Meridian 1 system only For your convenience the FFCs for your system can be printed on a page located at the back of this guide Indicator An indicator is an LCD or LED that displays the current status of a feature by its state flashing winking steady on or off Information screen The Information screen displays call activity lists prompts and status of calls Interrupted dial tone Interrupted dial tone is a broken or pulsed dial tone heard when you access some of the features on your telephone Meridian 1 The Meridian 1 is your office communications system More The More Key allows access to the multiple layers of the Programmable Feature Keys These keys are the four keys located below the lower display area Off hook Off hook is a term used to indicate that the telephone is active and ready to make a call On the Avaya 3905 Digital Deskphone you can go off hook when you press your Individual DN Key only The Avaya 3905 Digital Deskphone does not go off hook when you press the In Calls Key or your Primary ACD
3. System Speed Call User Pickup Group Station Control Password Change Pickup Directory Number Electronic Lock Activate Electronic Lock Deactivate Group Call Make Set Busy Activate A A access the Personal Directory 88 Accessory Connection Module ACM 103 ACD calls 32 Activity code 32 additional key caps 103 agent ID 29 agent keys 38 Agent Return 36 Agent Walkaway 36 Analog Terminal Adapter ATA 103 announcement 71 79 Answer Agent 38 answer calls 51 Answer Emergency 38 Answer Supervisor 35 App s Key 13 applications Corporate Directory 100 Set to Set Messaging 97 area code setup 24 Attendant Recall 54 Auto Dial 46 display number 46 Automatic Answerback 58 Avaya 3904 Digital Deskphone display 18 Busy Override 76 buzz 71 C call accounting 56 Call Agent 39 Call Charge 72 Call Forcing 33 Call Forward 42 61 Internal 62 call hold 52 Call Join 67 Call Log 85 access 81 Call Log options 23 Call Page 71 Call Park 54 Call party information 16 Call Pickup 59 Call Supervisor 35 call timer 25 Call Trace 57 call transfer 52 Call Waiting 60 Callers List 85 Calling Party Number 56 Calls Waiting indicator 42 camp on forced 74 75 Card View 94 charge account 56 Charge Account Forced 72 charge calls 72 Computer Telephony Adapter CTIA 103 104 Conference 57 66 68 Conference with Supervisor 36 Context Sensitive Soft Keys 16 copy from Redial
4. ue 6 Press the Quit Key or the Directory Log Key to exit SS Dir Log Use the Personal Directory Delete your Personal Directory To delete your Personal Directory DelList l Press the Delete List Key ema The display shows Delete a11 entriez uas Ha 2 Press the Yes Key if you want to delete BEEN or EXE all the entries in your Personal Directory or press the No Key if you want to return to the top of the Personal Directory with no changes made Qut 3 Press the Quit Key or the Directory Log Key to exit or am Dir Log Use the Personal Directory to make a call To use the Personal Directory to make a call 1 Use the Navigation Keys to highlight Ja the desired name or number Note If you are dialing an external or long distance number be sure that your directory entry includes the access codes required by your system to make an external or long distance call Purchasing Dial 2 Press the Dial Key 2627 ge 3 Press an Individual Line DN Key to call the person whose name is highlighted Note Outgoing calls may not be placed on your ACD DN using your In Calls Key Use the Personal Directory Use Card View The Card View feature provides additional information about the Personal Directory entry To look at the Card View 1 Use the Navigation Keys to highlight 1 e the desired name Purchasing j Press the right Navigation Key uel To dial from the Ca
5. 2 Press an Individual Line DN Key to receive dial tone The displayed predialed number is automatically dialed Note You cannot use the Predial feature if the Live dial pad feature is active Auto Dial lets you dedicate a feature key to a specific telephone number When the Auto Dial Key is pressed the number is dialed automatically To use Auto Dial 2637 HutoDial To display the Auto Dial number Dizrlaus Autobial To store an Auto Dial number HutoDial Eee Autobial Press an Individual Line DN Key Press the associated Auto Dial Key The number is dialed automatically Press the Display Key Press the configured Auto Dial Key The number appears on the display Press the Auto Dial Key without lifting the handset Dial the number to be stored on the Auto Dial Key Press the Auto Dial Key again The number is stored on the key Note To change the key label Autobial select Change feature key label from the Options List menu Please see Change a Feature Key label on page 20 for detailed instructions Make a call Ring Again Use the Ring Again feature when you dial a number and receive a busy tone or no answer The Ring Again feature lets you know when the person you dialed is available or has used their telephone The feature notifies you when to redial your party The Ring Again feature automatically redials the number To use Ring Again 1 Dial a number an
6. After you select Call 109 options from the Options List menu From the Log options menu use the Navigation Keys to highlight and p g ys to highlig select either Log all calls Log all calls or or aire Log unanswered calls Note Hew call indication must be set to On if you want Call Log notification Press the Done Key to save selection Press the Quit Key or Options Key to exit Options List Use Live dial pad The Live dial pad option allows you to press any dial pad key to automatically access a dial tone After you select Live dial rad from the Options List menu On Off From the Live dialpad screen press or the On Key to turn on Live dial pad or ES EH press the Off Key to turn off Live dial pad Press the Done Key to save changes Press the Quit Key or Options Key to exit Select Preferred name match The Preferred name match option displays the names of incoming and outgoing callers as stored in your Personal Directory if the telephone number matches the one stored in your directory This option allows you to personalize the displayed names for incoming and outgoing calls After you select Preferred name match from the Options List menu On ort From the Name match screen press or the On Key to turn on Preferred name ea Ey match or press the Off Key to turn off Preferred name match Press the Done Key to save changes Press the Quit Key or Options Key to exit Set up area code Using the Area code
7. Call Waiting puts your current non ACD call on hold while you answer an incoming call Example The attendant routes an outside call to you while you are on an existing call Call Waiting allows you to recognize the call and respond to it This feature must be enabled by your network administrator To answer an incoming call while on another call If you do not have a Call Waiting Key ru ws Calluait 4 EN To return to your first telephone call Hold or Soe ega 2637 Soe sga 2637 2 B Press the Hold Key when you hear the tone The Call Waiting status icon appears in the display Press the Call Wait Key to answer the call Press the Hold Key if you want to put the second call on hold or Press the Goodbye Key to end the second call Press the Individual Line DN Key associated with the first call If you do not have a Call Waiting Key and you hear the Call Waiting tone press the Goodbye Key to end your current call Press the Individual Line DN Key beside the flashing LCD icon to answer the incoming call While you are away from your desk While you are away from your desk This section describes features that you may wish to use when you are away from your desk Forward calls The Call Forward feature allows you to direct your calls to ring at another Line DN You cannot forward calls while your telephone is ringing
8. locate the character you want fo include Press the Select Key to choose the highlighted character Press the Return Key to return to name entry without selecting a special character 4 Press the Done Key Your message is saved and you return to the Set Set Msg Screen Note If you scroll to a different message in the Set Set Msg screen and press the Select Key your changes are erased 1 Press the On Key Off Key to toggle the Set to Set Messaging status between On and Off Note 1 If messages have not been provided by your network administrator and a message has not been defined the On or Off Keys will not appear Use the Edit Key to enter a message before activating Set to Set Messaging Corporate Directory Corporate Directory Note 2 If messages have been provided by your network administrator up and down arrows appear on the right side of the display The On and Off Keys appear for the most recently selected message 2 Press the Quit Key or the Applications Key to exit the Set to Set Messaging application Note If you press the Quit Key or the Applications Key before you press the Done Key you exit the application without saving your changes The Corporate Directory application allows you to search by entering the characters in the name of the person you are calling beginning with the last name Once you have located the name and number of the person you may use the dial soft key to call the number
9. Access number and wait for i 2 If you call from a telephone outside the dial tone 3 Dial the Remote Call Forward SEE Deactivate FFC i 4 Dial your Station Control Password EEE 5 Dial your Individual Line DN You get a dial tone before you dial your number 6 Press the Key Secure your telephone Secure your telephone You can lock your telephone with a password so that no one can make calls on your Individual Line DN To lock your telephone 2637 ERES 1 Press an Individual Line DN Key 2 Dial the Electronic Lock Activate FFC SEE and your Station Control Password Note If you perform this operation from someone else s telephone also dial your line DN Goodbye J P 3 Press the Goodbye Key To unlock your telephone 2637 EE l1 Press an Individual Line DN Key 2 Dialthe Electronic Lock Deactivate FFC BEE and your Station Control Password Note If you perform this operation from someone else s telephone also dial your line DN Goodbye P 3 Press the Goodbye Key To change your password must be done from your telephone 2637 1 Press an Individual Line DN Key 2 Dial the Station Control Password aaa Change FFC and your current password Dial your new password twice for verification Goodbye 7 5 3 Press the Goodbye Key Talk with more than one person Talk with more than one person This chapter describes features which allow you
10. Deskphone You can create a directory on your Personal Computer and transfer it to your Avaya 3905 Digital Deskphone Access the Personal Directory 1 Press the Directory Log Key es Dir Loa Salat 2 Press the Select Key in the Directories EE menu to select Personal Directory Note When you press the Directory Log Key your Personal Directory is automatically selected At this point you may begin searching the directory using the telephone s dial pad See Search for an entry on page 95 Add a Personal Directory entry After accessing your Personal Directory AddMew 1 Press the Add New Key 383 2 Dial the new name Use the Personal Directory Example To enter the name and telephone number for Chris EEE Redial Redial Redial Hex Ji co Done or Dir Loa 1 Dial the name using the key pad Note Press the Up Navigation Key to access special characters you may want to include in the name Use the Navigation Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to name entry without selecting a special character 2 Press the dial pad key with the desired letter repeatedly until that letter appears on the display 3 Press the right arrow key to go to the next letter Note The cursor automatically advances to the next position if a different from last key is pressed or
11. For additional support telephone numbers see the Avaya Support website http support avaya com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks The trademarks logos and service marks Marks displayed in this site the Documentation and Product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the Documentation and Product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners and Linux is a registered trademark of Linus Torvalds Downloading documents For the most current versions of documentation see the Avaya Support website http support avaya com Contact Avaya Support See the Avaya Support website http support avaya com for product notices and articles or to report a problem with your Avaya product For a list of support telephone numbers and contact addresses go to the Avaya Support website http support avaya com scroll to the botto
12. Line DN Activate Automatic Answerback When Automatic Answerback is active your set automatically answers in handsfree mode after one ring Note When Automatic Answerback is active calls do not forward to your voice message service To use Automatic Answerback Autofns GEN Press the Automatic Answerback Key To deactivate Automatic Answerback Rutohns aa E Press the Automatic Answerback Key Incoming calls Activate Call Pickup Call Pickup allows you to pick up a non ACD call from any telephone in the same Pickup Group or another Pickup Group To answer a call in your own Call Pickup Group 2637 ED l1 Press an Individual Line DN Key Pickur 2 Press the Pickup Key or enter the ES Pickup Ringing Number FFC To answer an incoming call in another Call Pickup Group 2637 m 1 Press an Individual Line DN Key rePickur em 2 Press the Group Pickup Key or enter the Pickup Group FFC 3 Dial the Pickup Group number of the F telephone that is ringing Note The network administrator assigns the Pickup Group number To answer a call at a specific within your Pickup Group 2637 am l1 Press an Individual Line DN Key DHPickur Ss 2 Press the DN Pickup Key or enter the Pickup Directory Number FFC Note If the pickup DN is invalid you receive an overflow burst tone and the screen displays Release and try again Press the Goodbye Key Use Call Waiting Incoming calls
13. Press the Goodbye Key to end the call m 2 seg Intercom Key and begin to speak Answer a call Answer a call When you receive an incoming call on an Individual Line DN your telephone rings and the LCD indicator flashes To answer a call 2637 Press the Individual Line DN Key z um beside the flashing LCD indicator Note If you have the handset option and you pick up the handset you must also press the Individual Line DN Key otherwise the handset is not operable However you may terminate a call by replacing the handset in the cradle While on an active call While on an active call This section describes features that you can use while on an active call on an Individual Line DN Place a call on Hold Use the Hold feature when you are talking with one party and a second call comes in on a second Individual Line DN You can answer the second call and retain the original call by putting it on Hold To place a call on Hold Press the Hold Key The LCD indicator Hold Lum d flashes beside the line on hold Note 1 If the Automatic Hold feature is configured for your Meridian 1 the active call is automatically put on Hold when you answer the second call Note 2 The caller hears music while on hold if the Music on Hold feature is configured for your system To retrieve a call on hold 2637F Press the Individual Line DN Key a um beside the flashing LCD indicator Transfe
14. Programmable Line DN Feature Keys self labeled These keys are located on both sides of the top portion of the display area To change a Feature Key label l Press the down Navigation Key once J D to highlight Change feature key label Change feature key label Select 2 Press the Select Key E This action takes you to the Feature Key menu and highlights Change feature key label Select 3 Press the Select Key again z The prompt asks you to select the key you want to change AutoDial 4 Press the Programmable Line Feature Key whose label you want to change e g RutoDial with the first letter in your new label Press the key until the correct character appears it 5 Press the Dial Pad Key that is printed Note Use the Case Key to change the case of the letter as needed Press the Up Navigation Key to access special characters you may want to include in the label Use the Navigation Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to label entry without selecting a special character 6 Press the right Navigation Key once to C i move the cursor so you can enter the C2 next letter when the desired letter appears 7 Repeat steps 5 and 6 until you have changed the entire label Press the Done Key to save changes Press the Quit Key or Options Key to exit Note For a detailed example of using the dial pad to
15. Select 3 Press the Select Key Heu Old 4 Press the New Key to go to the top of or the new calls list or press the Old Key WB to go to the top of the old calls list To access the Callers List using a Context Sensitive Soft Key or a Programmable Feature Key Callers Press the Callers Key You are presented with the first call in the new calls list Call Log To make a call from the Callers List ae 1 Use the Navigation Keys to highlight JO the number you want to call Note 1 If you are calling an external or long distance number you will need to edit the number to add the access codes required by your system to make an external or long distance call 35551212 Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string Dial 2 Press the Dial Key to call the number E selected 256z7 3 Press an Individual Line DN Key Your call is automatically dialed and you exit the Callers List Note Outgoing calls may not be placed on your ACD DN using your In Calls Key To exit the Callers List without making a call Press the Quit Key or the Directory Log Key to exit or Dir Log Access and use the Redial List The Redial List records your last 20 outgoing calls and can be password protected On the Avaya 3905 Digital Deskphone you can copy these numbers to your Personal Directory To access the Redial List using the Directory Log Key ES Dir Loa l Press the Dire
16. You may copy an entry from the Corporate Directory and paste it into your telephone s Personal Directory for quick access To use the Corporate Directory application a AFF S qd8p Corrorate Directory Select uM 38 l Press the Applications Key Note If when you press the Applications Key Corporate Directory is highlighted you may proceed directly to step 4 2 From the Applications menu use the Navigation Keys to highlight Corporate Directory 3 You may press the Select Key or proceed directly to step 4 The Corporate Directory Find screen appears 4 Use the dial pad to enter the name of the person you want to call Enter the last name first Separate the last name and first name with a comma Corporate Directory 2637 Done Dial Note 1 The comma is the first character on the Key on your dial pad Note 2 You do not need to enter the entire name When the Done Key is pressed the application will highlight the first directory entry that matches the text that you entered 5 Press the Done Key The application highlights the first entry that matches the text you entered in step 4 If there is no match the screen displays Ho matches found for the text that you entered 6 Use the Navigation Keys to scroll through the directory Note The entire directory is available The find process determines which directory entry to select as your starting point 7 I
17. a call or Press an Individual Line Key non ACD This will remove you from the queue or Press the Not Ready Key This will remove you from the queue but keep you logged in as an agent position or Wait for the caller to terminate the call The Call Forcing option automatically connects incoming ACD calls You do not need to press the In Calls Key When Call Forcing is on you have a time interval between each incoming call that is defined by your network administrator After the time interval is up you hear a tone through the headset and Call Forcing automatically connects you with the incoming caller n Calls my You hear a short tone The In Calls indicator lights continuously and the ACD call automatically goes to your agent position Note Pressing the In Calls Key with Call Forcing Auto Answer on disconnects an active ACD call Call Center Agent features Use the Emergency Key When you have an emergency situation f f sis 1 Emergency gt Use Not Ready Press the Emergency Key The indicator flashes while your supervisor is called When your supervisor picks up the call the LED indicator lights continuously and you have a three way conference Note The display shows information about the call Before you press the Emergency Key write down this information for future reference Use the Not Ready Key when performing post call work When you need time to catc
18. after a short pause 4 Press the Next Key 5 Usethe dial pad to enter the telephone number associated with the name entered above Note 1 If you are adding an external or long distance number be sure to include the access codes required by your system to make an external or long distance call Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string 6 When you have finished entering all of the digits press the Done Key to save the changes 7 Press the Quit Key or the Directory Log Key to exit Use the Personal Directory Add an incoming call oa l Press the Copy Key The displays shows the message Cora to Gireta 2 Press the Directory Key Next 3 Press Next to copy the incoming call without editing the name Edit the um number if required see note for step 4 and go to step 5 or or Clear Press Clear to make changes to the ES name before saving Add the name using the dial pad Delete and Case Keys as needed Hert 4 Press the Next Key Make changes to meg the telephone number if required Note 1 If you are copying an external or long distance number be sure to add the access codes required by your system to make an external or long distance call Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string Dane 5 Press the Done Key to save the entry in mmm your directory Qu 6 Press the Quit Key or the Directory Log Key to e
19. enter text into your Avaya 3905 Digital Deskphone please see Add a Personal Directory entry on page 88 To restore key label s 1 From the Feature Key menu use the d down Navigation Key to highlight Restore all key labels or Restore one key label Restore all key labels Restore one key label Select 2 Press the Select Key Purchasina EM 3 If you are restoring one key label press the Programmable Line DN Feature Key self labeled that you want to restore to the original label e g Purchasing Press the Done Key to return to the Options List menu Press the Quit Key or Options Key to exit Note You cannot change the label on the primary DN Press the Shift Key if the label you want to change is on the second layer of Programmable Line Feature Keys self labeled Options List Adjust Screen contrast The Screen contrast option allows you to adjust the contrast of the display on your telephone After you select Screen contrast from the Options List menu Lower Higher From the Contrast screen press the or Lower Key to decrease the display es hae contrast level or press the Higher Key to increase the display contrast level Press the Done Key to save changes Press the Quit Key or Options Key to exit Adjust volume Use the Volume adjustment option to select a comfortable sound level for the various audio signals Note After you select Volume ad3ustment from the Options List men
20. features 38 Agent Keys 38 Answer Agent 38 Answer Emergency 38 Call Agent 39 Use the Supervisor Observe and Supervisor Headset Jack 39 Observe Agent 40 Interflow 40 Night Service 41 Viewing queue status 42 The ACD Calls Waiting status indicator 42 Display Queue 43 Display agent status 44 Your telephone s non ACD call features 45 Make a call 45 Use the Predial feature 45 Auto Dial 46 Ring Again 47 Redial last number called 47 Use Speed Call 48 Make a System Speed Call 49 Use Hot Line 49 Make an Intercom call 50 Answer a call 51 While on an active call 52 Place a call on Hold 52 Transfer a call 52 Use Timed Reminder Recall 53 Use Attendant Recall 54 Use Call Park 54 Calling Party Number Charge Account 56 Display incoming calls 57 Trace a Malicious call 57 Incoming calls 58 Activate Automatic Answerback 58 Activate Call Pickup 59 Use Call Waiting 60 While you are away from your desk 61 Forward calls 61 Forward internal calls only 62 Use Remote Call Forward 63 Secure your telephone 65 Talk with more than one person 66 Set up a Conference call 66 Join a call 67 Selectable Conferee Display and Disconnect 68 Use Group Call 69 Additional Call Features 71 Use the buzz signal 71 Call Page to make an announcement 71 Charge or Force Charge a call 72 Enhanced Override Feature 74 Forced Camp on 75 Override Feature 76 Privacy Release Feature 76 Radio Paging 77 Voice C
21. or three digit code SEE Use the Delete Key if you make a mistake Use the Cancel Key to leave the screen without storing a speed call number Note A dash is automatically inserted after the required number of digits have been entered Use the Delete Key if you make a mistake Use the Cancel Key to leave the screen without storing a speed call number Note 1 Dial the access code if required followed by the internal external or long distance telephone number Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string 383 3 Dial the associated telephone number Dane 4 Press the Done Key to save the code ES and number Make a call To make a Speed Call 2637 1 Press an Individual Line DN Key SecCtrl Speller 2 Press the Speed Call Controller Key or EH or 5823 the Speed Call User Key The screen displays Enter code the telephone number 283 3 Dial the Speed Call code assigned to The number is automatically dialed Make a System Speed Call System Speed Call allows you to make a call by dialing Speed Call codes which may override your telephone s class of service restrictions The System Speed Call feature is set up on the system by your network administrator It is a speed dial number that is common to many users therefore it is set up on the system not on your individual telephone To make a System Speed Call 2637 a 1 Press an Individual Line DN Key SScE
22. s While on an active call Display incoming calls The Display Key allows you to be on an active call and display an incoming caller s name and or number if not automatically displayed without interfering with the call in progress To view the name of a second caller while on a call in progress Dassloo m 1 Press the Display Key 2498 T 2 Press the flashing Individual Line DN z Um Key The call waiting information appears on the display Note 1 Use of the Display Key does not interfere with the call in progress Note 2 You can use the Display Key in combination with other feature keys to display information associated with the feature Trace a Malicious call Malicious Call Trace provides a way for you to trace nuisance calls The feature is available for both internal and external calls When the key is pressed your Directory Number and the telephone number of the caller are recorded for access by your network administrator To use Call Trace while you are on a call Calltrace NB Press the Call Trace Key To use Call Trace if you do not have a Call Trace Key Tans Cont l Press the Transfer Key or the a or Ex Conference Key 3 2 Dial the Malicious Call Trace FFC 2908 7 e 3 Press the Individual Line DN Key beside the flashing LCD indicator to return to the call Incoming calls Incoming calls This section describes features that you can use with incoming calls to an Individual
23. telephone and the volume control on the headset amplifier You should adjust the telephone volume before adjusting the headset volume To provide the best communication with the least amount of distortion the headset volume control should have a higher setting than the telephone volume control Agent login nom J C 3 1 Press the In Calls Key 333 2 Dial your Agent ID if required f i as a 3 Press either the In Calls Key or the Not n Calls d Lee d a a Ready Key to enter the ACD queue or K 0 f NotReady X Call Center Agent Supervisor Features Login with Agent ID and Multiple Queue Assignment MQA The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID if your queue requires one followed by up to five ACD DNs and priority values if priority values are being used terminated by amp To choose the default Priority or Supervisor ID enter amp instead of a Priority entry or a Supervisor ID entry The Priority or Supervisor configured for your set will be used Note A Supervisor who is logging in to accept ACD calls will not be able to specily a Supervisor ID even in the case where agents are required to enter one To login in als a l Press the In Calls Key 2 Select one of the following four login options To login without Supervisor ID and without Priority Dial your Agent ID amp AC
24. the ED transfer to a different DN Note If you transfer a call to a person and they pick up the line while you are still on the line press the Goodbye Key to complete the transfer Check with your network administrator to determine the time interval of your recall timer Use Attendant Recall The Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant To contact the attendant while on a call AttRecsll am l Press the Attendant Recall Key while on a call Stay on the line until the attendant answers 2 Goodbye 7 r Press the Goodbye Key The caller remains connected to the attendant Use Call Park The Call Park feature allows a call to be held temporarily and to be retrieved from any telephone You can park an incoming call and page the called party When you use Call Park you do not tie up a line Your network administrator can set up a System Park where most calls are automatically parked If configured network wide Call Park can be used across networks To park a call on a System Park DN Park l Press the Park Key EJ The screen displays a System Park DN and asks for confirmation While on an active call OK To park a call on a DN other than the System Park DN Park EEE DE To retrieve a parked call 2637 ENS EEE 2 Press the OK Key The call parks on the System Park DN 1 Press the Park Key The scree
25. the In Calls extension flashes 2 Disconnect the headset before you leave Note Some headsets have a quick disconnect feature You can do a quick disconnect instead of disconnecting the headset Call Center Agent features To Walkaway while in Not Ready mode Not Ready LED or LCD indicator is on and Not Ready is shown on the display Not Ready F 1 Press the Not Ready Key Hod as 2 Press the Hold Key i 3 Disconnect the headset To return from Walkaway 1 Connect the headset m3 im sm 2 Press the key next to the flashing 4 t indicator m Note 1 If a caller disconnects before you f NotReady i os return from Walkaway the Not Ready uoc m indicator flashes When you return from Walkaway you are in Not Ready mode Note 2 Even if you are using the optional handset you must disconnect the headset to activate walkaway mode There is not a quick disconnect for the handset Call Center Supervisor features Call Center Supervisor features In addition to the features described in this section your network administrator can assign any feature listed in the Agent features section to a supervisor s telephone except Supervisor Agent Keys Agent Keys allow you to connect observe or monitor the status of each Agent position Each Agent Key is linked to a particular agent position and can be used along with the Call Agent or Observe Agent Keys The followi
26. voice mail message Reply Reply to the voice mail message More Display the next layer of soft keys Comp Compose a voice mail message Forwrd Forward the voice mail message to another telephone number Bye Disconnect from the voice mail system More Cycle back to the first layer of soft keys Directory display and navigation Directory display and navigation With the Avaya 3905 Digital Deskphone display you can view two lines of information The figure below shows the status once you log into the directory 41 Directories Personal Directors Call Log Callers List v Select J Gp ap dit o dab C ap 553 0002 Access your Callers List Redial List or Personal Directory To access the Avaya 3905 Digital Deskphone Directory Log fF Dir Loa l Press the Directory Log Key Note When you press the Directory Log Key your Personal Directory is automatically selected At this point you may begin searching the directory using the telephone s dial pad See Search for an entry on page 95 sim 2 Use the Navigation Keys to highlight Clap the Personal Directory or the Call Log that you want to view Personal Directory Call Log Callers List Call Lod Redial Listi Select 3 Press the Select Key Directory display and navigation To access the Avaya 3905 Digital Deskphone Callers List or Redial List using a Context Sensitive Soft Key or a Programmable F
27. you If anyone disconnects the other two persons will remain connected Press the Goodbye Key Additional Call Features Forced Camp on Forced Camp on allows your telephone to automatically ring another telephone as soon as that telephone disconnects from its current call Forced Camp on allows you to camp on both internal and external calls To use Forced Camp on 1 Dial a telephone number and receive SEE a busy signal Override en 2 Press the Override Key or enter the Override FFC to initiate a Forced Camp on Note The person you called hears a tone and you hear ring ringback signal or busy engaged signal depending on the options chosen You are now camped on to the number you dialed 3 When the person you called finishes their call your telephone automatically dials the number Both your telephone and their telephone ring To answer a camped on call 2637 Press the Individual Line DN Key z um beside the flashing LCD indicator You are connected to the camped on caller Note Your telephone can be programmed for either Camp on or Call Waiting but not both Additional Call Features Override Feature You can Override a busy signal and interrupt another call To override a busy engaged signal 383 1 Dial a telephone number and receive a busy signal Duerride 2 Press the Override Key or enter the Override FFC The people on the call in progress receive a tone for approxi
28. A SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009 The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http support avaya com licenseinfo under the link Heritage Nortel Products For Heritage Nortel Software Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the author
29. AVAYA Avaya 3905 Digital Deskphone User Guide Avaya Communication Server 1000 Document Status Standard Document Version 05 01 Part Code NN42370 108 Date March 2013 AVAYA 2013 Avaya Inc All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information operating instructions and performance specifications that Avaya generally makes available to users of its products Documentation does not include marketing materials Avaya shall not be responsible for any modifications additions or deletions to the original published version of documentation unless such modifications additions or deletions were performed by Avaya End User agrees to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reli
30. Calls Waiting LCD indicator Indicator Queue Status Meaning Off Light On Normal An acceptable number of calls are waiting There are few or no calls waiting Slow Flashing Busy Calls are backing up in the queue Calls overflowing to this queue will not be accepted Fast Flashing Overloaded Too many calls are in the queue New calls are being overflowed to another queue Note If your telephone is configured for the Display Queue feature the LED LCD indicator beside the feature key functions as a Calls Waiting status indicator Viewing queue status Display Queue The Display Queue feature allows you to access the status of calls in an ACD queue The information displayed includes number of calls waiting in the queue number of agent positions occupied for the queue the length of time that the oldest call has waited in the queue and the number of calls that have been overflowed into the queue To display information on your ACD queue Bisslsam Press the Display Queue Key Information on your current ACD Dsply Queue amp Ay queue appears on the display JJ VQ 7e A Calls waiting Calls ime overflowed WAITING MAND LAIT TOFD into this queue Number of 13 9 a20 6 positions miy i Forward Callers Redial e 1 553 0003 Note 1 In an MQA environment the display will scroll through the different queues at 2 second intervals The queues are presented in the order in which they w
31. D DN 1 dd ACD DN 2 ACD DN 3 j ACD DN 4 amp ACD DN 5 EJ j To login with Supervisor ID and without Priority Dial your Agent ID aaa Supervisor ID amp ACD DN 1 ACD DN 2 F ACD DN 3 F ACD DN 4 ff ACD DN 5 F 8 To login without Supervisor ID and with Priority Priority 1 amp ACD DN 2 Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 f ACD DN 5 Priority 5 J 333 Dial your Agent ID f ACD DN 1 HERE To login with Supervisor ID and with Priority Call Center Agent Supervisor Features EEE Dial your Agent ID Supervisor ID amp ACD DN 1 Priority 1 f Priority 2 Priority 3 Priority 4 ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 ial i ial Ui Priority 5 F J nee C 2 3 Press either the In Calls Key or the Not n Ca Jj J y j Ready Key to enter the ACD queve or Correct errors during the login procedure The Supervisor ID ACD DNs and Priorities can be re entered see the example below 283 Dial c to correct the previous entry Example To re enter ACD DN 1 without using Priority press to correct ACD DN 1 ACD DN 1 amp F ACD DN 1 amp j ACD DN 2 FJ ACD DN 3 F ACD DN 4 F ACD DN 5 fF Ej 233 Dial your Agent ID f Supervisor ID Call Center Agent Supervisor Features Default login If you normally use the same telephone you need not rep
32. DN Key Paging tone Paging tone is a special tone heard when using the Radio Paging feature You hear two beeps followed by a dial tone Primary Directory Number PDN The Primary Directory Number is the main extension number on your telephone It is accessed using the Primary Directory Number PDN Key On the Avaya 3905 Digital Deskphone your Primary Directory Number and your ACD Directory Number are the same The In Calls Key connects directly to the PDN Key Directory Numbers Private Line A Private Line can be assigned to your telephone With this line you can reach an outside number without dialing a code to access an outside line Internal extensions cannot be dialed from a private line Ringback ring tone The Ringback ring tone is the sound you hear when a call you have made is ringing at its destination Shared Directory Numbers A shared directory number is a DN extension that is shared by two or more telephones This is also known as a Multiple Appearance DN MADN Special dial tone The special dial tone refers to three consecutive tones followed by dial tone that you hear when accessing some of your telephone features Switchhook The switchhook is the button the optional handset presses down disconnecting your call when you replace the handset When you lift the handset on the Avaya 3905 Digital Deskphone you must press an Individual Line DN Key to receive dial tone Directory Numbers Primary
33. Directory Number The lower right Programmable Line DN Feature Key is the ACD Primary Directory Number DN Key The function of this key is identical to that of the In Calls Key Individual Directory Number The Individual Directory Number DN is a secondary DN for the telephone You can make outgoing calls on this number and receive incoming calls The Individual line can be configured to have all the standard functions of a regular non ACD telephone line Note You have only one Primary Directory Number assigned to your telephone You can have multiple Individual DNs assigned to your telephone Your telephone s display Your telephone s display This section summarizes the display features of the Avaya 3905 Digital Deskphone An example of an idle display is shown in the following figure Avaya 3905 Digital Deskphone display The upper portion of the display on the Avaya 3905 Digital Deskphone gives line and feature status information the lower display area is a two line feature information display ss Options Line Feature aa Dir Lo3 Key Status Orr aw DisrFlasGue Date time display Aug 28 5 48 P Call party info Feature Status info Avaya tions info Directories info 3 Heu callers Forward Callers Redial 553 9001 Note Refer to Your Telephone s Controls on page 12 for information on the specialized keys on your Avaya 3905 Digital Deskphone Options List The Options List
34. Forward Key or lift the handset and enter the Internal Call Forward Deactivate FFC To reinstate Internal Call Forward to the same number NaiEsWSrd Press the Internal Call Forward Key twice IntForward dh ha While you are away from your desk Use Remote Call Forward The Remote Call Forward feature allows you from any telephone other than your own to forward calls directed to your Individual Line DN to another telephone To activate Remote Call Forward cup n E EEE 38 Lift the handset on the remote telephone that you are using to forward your calls If you call from a telephone outside the system first dial your Direct Inward System Access number and wait for dial tone Dial the Remote Call Forward Activate FFC to activate the feature 4 Dial your Station Control Password Note Refer to Secure your telephone on page 65 EEE i 7 To cancel Remote Call Forward oso i Dial your Individual Line DN You get a dial tone before you dial your number Dial the number where you want to forward your calls If you forward calls to an invalid number you receive a fast busy tone Press the Key To forward calls to a previous call forward telephone number skip step six above Lift the handset on the remote telephone that you are using to cancel forwarding of your calls While you are away from your desk system first dial your Direct Inward System
35. List 95 Copy Key 12 Corporate Directory 100 D date format 25 Date time display feature 16 Dial Tone interrupted 16 special 17 dialing on hook 45 predial 45 Dir Log Key 13 Direct Inward System Access 63 64 directory Integration password protection 82 Directory Number 16 Directory Number DN Key 13 Directory Log Key 82 88 display Avaya 3904 Digital Deskphone 18 Display Agents 44 display diagnostics 27 Display Key 57 Display Queue 42 Display based Expansion Module 103 104 DN 16 Done Key 13 19 E Electronic Lock 65 Emergency supervisor 38 End ACD call 33 Enhanced Override 74 External Alerter and Recorder Interface 104 F Feature Access Code FAC 45 57 59 76 Feature Access Codes FAC 16 Feature display 16 feature key change label 20 Fixed key 16 Flexible Feature Code FFC 16 45 49 57 59 62 63 64 65 69 74 76 77 Forced Camp on 74 75 forward calls all calls 61 internal calls 62 remote activation 63 G Goodbye Key 12 Group Call 69 H Headset 107 interface 28 talk listen 39 Headset Key 12 14 headset port external alerter 27 headset port on call 26 headset type setting 26 headsets 104 Hold 52 60 Hold Key 12 Hot Line 49 l In Calls Key 14 Indicator status 16 Individual Line DN Key 57 Information display 16 Intercom 50 Interflow 40 Internal Call Forward 62 Interrupted dial tone 16 join a call 67 K key click 25 Key based Expansion Module 104 keys Application
36. Llr SSeUser 2 Press the System Speed Call or Controller key or the System Speed EE FEE Call User Key or enter the System Speed Call User FFC 333 3 Dial the Speed Call code assigned to the telephone number The number is automatically dialed Use Hot Line The network administrator can program a Hot Line Key that allows you to dial a specific number automatically The network administrator can apply other features to the Hot Line such as Call Redirection so that the Hot Line call is answered by a person and not by a voice mail box Make a call To use Hot Line Hotline Press the Hot Line Key The Hot Line Key automatically dials the number Note If your main DN is a Hot Line lift the handset The Hot Line dials the number automatically Make an Intercom call The Intercom feature connects a group of people together through an Intercom Key You can use the Intercom feature to call a member of your intercom group by pressing a code assigned to each member of the group The intercom group must be set up by your network administrator To make an Intercom call 256z7 5 1 Press an Individual Line DN Key Tak aec 2 Press the Intercom Key 3 Dial the one or two digit code for the SEE intercom group member you wish to call To answer an Intercom call while on a line other than your Intercom group line l Press the Hold Key to put the current Hold 7 I call on hold or or Goodbye sy
37. To forward your calls Forward 383 Done To view the number that your calls are being forwarded to CheckFu Exit Press the Forward Key The previously stored forward number appears if one exists and the screen displays Enter forward number If desired enter a new number The existing number is automatically deleted If you make a mistake use the Delete Key to delete the previous digit s Press Cancel to leave this screen without forwarding your telephone or changing the number Press the Done Key to activate Call Forward Press the Check Forward Key Press the Exit Key to return to the previous screen This action will leave Call Forward active While you are away from your desk To cancel Call Forward CheckFu l Press the Check Forward Key CanclFu 2 Press the Cancel Forward Key Forward internal calls only Internal Call Forward allows only calls originating at internal DNs to ring at another DN Calls originating outside your Meridian 1 system will still ring at your telephone You cannot forward calls while your telephone is ringing To forward your internal calls IntForuard 1 Press the Internal Call Forward Key or lift the handset and enter the Internal Call Forward Activate FFC 333 2 Dial the DN where you want to forward your calls IntForward a GD 3 Press the Internal Call Forward Key To cancel Internal Call Forward IntForward a GN Press the Internal Call
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39. all 79 Voice Mail soft keys 79 Directory display and navigation 81 Access your Callers List Redial List or Personal Directory 81 Directory password protection 82 Call Log 85 Access and use the Callers List 85 Access and use the Redial List 86 Use the Personal Directory 88 Access the Personal Directory 88 Add a Personal Directory entry 88 Add an incoming call 90 Add an outgoing call 91 Delete or edit a Personal Directory entry 92 Delete your Personal Directory 93 Use the Personal Directory to make a call 93 Use Card View 94 Search for an entry 95 Copy a number from the Redial List 95 Set to Set Messaging 97 Corporate Directory 100 Accessories for the Avaya 3905 Digital Deskphone 103 Accessory Connection Module ACM 103 Additional Key Caps 103 Analog Terminal Adapter ATA 103 Computer Telephony Integration Adapter CTIA 103 Display based Expansion Module 103 External Alerter and Recorder Interface 103 Handset 104 Headsets 104 Key based Expansion Module 104 Personal Directory PC Utility 104 Flexible Feature Codes FFCs 105 Introduction to the Avaya 3905 Digital Deskphone Introduction to the Avaya 3905 Digital Desk phone Your Avaya 3905 Digital Deskphone provides easy access to a wide range of business features Your network administrator assigns features to your feature keys and provides you with passwords and other codes as required The Call Server automatically controls incoming c
40. all routing to answering positions and can provide music or recorded announcements to waiting callers In this document Digital Deskphone and Automatic Call Distribution telephone ACD are interchangeable terms for the Avaya 3905 Digital Deskphone Optional accessories are available to expand the capabilities of the Avaya 3905 Digital Deskphone See Accessories for the Avaya 3905 Digital Deskphone on page 103 for more information Avaya 3905 Digital Deskphone LCD Display Goodbye Hold E Message Waiting Light T I3 un eco Programmable Line DN Supervisor O S 9o Feature Keys self labeled Observe Key DUO e e OOO 000 OOQ a a Context Sensitive ccc Soft Kays self labeled gt c 20 co 00 C E z Fixed Feature Keys In Calls Copy Make Busy Navigation Keys Not Ready Volume Control Bar LED Headset Mute Supervisor Quit Emergency 553 0044C Introduction to the Avaya 3905 Digital Deskphone Avaya 3905 Digital Deskphone keys The Avaya 3905 Digital Deskphone features e Eight Programmable Line DN Feature Keys self labeled giving you access to eight different lines DNs or features e Four Context Sensitive Soft Keys self labeled e Six Fixed Feature keys which can be configured to fit your business needs see note Headset with LED indicator Call Agent In Calls Observe Agent Call Supervisor
41. allows you to customize certain characteristics of your phone Screen prompts take you step by step through procedures and keep you informed on the status of the following settings Language Change feature key label Screen contrast Volume adjustment Ring type Call log options Preferred name match Area code set up Call timer enable Date time format Key click enable Headset type and Display diagnostics To change any option s setting aa rtianz Press the Options Key 2 Use the Navigation Keys to scroll up ay or down through the options list JO g p Select 3 Press the Select Key when the desired E option is highlighted 4 Change the option s settings Refer to the following pages for details The display also provides you with information to adjust your selection Done 5 Press the Done Key to save your E changes 6 Press the Quit Key or Options Key to exit or D Ortions Note If you press the Quit Key or Options Key before you press the Done Key you exit the Options List without saving your changes Select a language The display is available in multiple languages After you select Language from the Options List menu ae 1 Use the Navigation Keys to highlight JO the desired language e g German Deutsch Select 2 Press the Select Key Press the Done Key to save changes Press the Quit Key or Options Key to exit Change a Feature Key label You can change the name on the
42. an add up to two Key based Expansion Modules Personal Directory PC Utility The Personal Directory PC Utility provides a faster easier way to create or modify the Personal Directory on the Avaya 3905 Digital Deskphone You can enter names and numbers into a directory file on your PC and download the file directly from the PC to the Avaya 3905 Digital Deskphone through a serial port connection You can also upload the Personal Directory from the Avaya 3905 Digital Deskphone to your PC so that you can modify the directory The PC and the Avaya 3905 Digital Deskphone are connected using the Personal Directory PC Utility Cartridge The Computer Telephony Integration Adapter CTIA may also be used fo connect the PC and the Avaya 3905 Digital Deskphone when used with the optional Personal Directory PC Utility software Flexible Feature Codes FFCs Flexible Feature Codes FFCs Call Detail Recording Make Set Busy Deactivate Charge Account Call Forward All Calls Malicious Call Trace Activate Call Forward All Calls Override Deactivate Call Forward All Calls Verify Radio Paging Internal Call Forward Activate Radio Paging Access Internal Call Forward Deactivate Radio Paging Answer Remote Call Forward Activate Ring Again Activate Remote Call Forward Deactivate Ring Again Deactivate Park Call Speed Call Controller Park Call Access Speed Call User Pickup Ringing Number
43. call 53 receive calls 51 Redial 47 Redial List 85 86 95 access 81 Release 14 Remote Call Forward 63 Return from Walkaway 37 Ring Again 47 ring tone 75 ring type 23 ringback 75 Ringback ring tone 16 S screen contrast 22 Secondary DN calls 33 secure your telephone 65 Select Key 19 Selectable Conferee Display and Dis connect 68 Set to Set Messaging 97 Shared Directory Numbers 17 special characters entering 21 89 98 99 Special dial tone 17 Speed Call 48 Speed Call Controller 48 Speed Call System 49 Station Control Password 63 64 65 Supervisor 29 35 Supervisor ID 29 Switchhook 17 System Speed Call 49 T time format 25 Timed Reminder Recall 53 trace 57 Transfer 52 57 Transfer to Supervisor 36 V Vmsg 79 Voice Call 79 Voice Messaging control 79 Volume Control Bar 12 volume adjust 22
44. ctory Log Key Call Log ih 2 Use the Navigation Keys to highlight Call Log RedialList Call Lod Redial List Select 3 Press Select To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key Redial Press the Redial Key You are presented with the most recently dialed number To make a call from the Redial List gm 1 Use the Navigation Keys to highlight Cap the number you want to call Note If you are calling an external or eases long distance number be sure that the appropriate access codes are included Dial 2 Press the Dial Key 2637 3 Press an Individual Line DN Key Your call is automatically dialed and you exit the Redial List Note Outgoing calls may not be placed on your ACD DN using your In Calls Key Use the Personal Directory Use the Personal Directory The Personal Directory provides a personalized directory of names and telephone numbers The Personal Directory allows you to add delete search and edit entries and can be password protected The Personal Directory holds up to 100 entries an entry is one name and one telephone number You can add a directory entry by copying the entry from your Callers List or Redial List You can also add entries with the AddNew Key or by using the Personal Directory PC Utility application The Personal Directory PC Utility uses an accessory cartridge to connect your PC and your Avaya 3905 Digital
45. d receive a busy tone SEE or no answer Ringagn 2 Press the Ring Again Key i The screen displays Ring again is achive To call a Ring Again party when you When the number you want to reach is receive notification available or the person has re used their set you hear the Ring Again tone 26 7 1 Press an Individual Line DN Key FrnSCall 2 Press the Ring Call Key To cancel Ring Again before notification CanclRR Press the Cancel Ring Again Key A The screen displays Ring Again is cancelled Redial last number called Last Number Redial allows you to automatically redial the last number you dialed This feature must be enabled by your network administrator To use Last Number Redial when using the handset 2637 gre 1 Press an Individual Line DN Key Make a call 07 7 m 2 Press the Individual Line DN Key again The last number you dialed is automatically redialed Use Speed Call The Speed Call feature allows you to automatically dial frequently called numbers by entering a one two or three digit code Contact your network administrator to determine the capacity of your Speed Call list A telephone designated as a Speed Call Controller can program or edit the Speed Call list This feature must be enabled by your network administrator To store or change a Speed Call number SecCtrl 1 Press the Speed Call Controller Key Sa The screen displays Enter Code ther number 2 Diala one two
46. eat the entire login process at the beginning of each shift The default login places you in the same ACD queues and the same supervisor that the set had in the previous login Default login P CJ 1 Press the In Calls Key 2 Dial your Agent ID 4j if your SEE queue requires a Supervisor ID or Dial your Agent ID 4 amp amp if a Supervisor ID is not required Note If queues are retained from a prior login by an Agent ID each queue is displayed for two seconds Press In Calls Not Ready or Make Busy to cancel display of Multiple Queues Agent logout Y Press the Make Busy Key and disconnect Make Busy x y hey mete Bu s J the headset The LED indicator lights steadily Note 1 If you press the Make Busy Key again the LED indicator will turn off At this point your telephone can accept non ACD calls but you are logged out of the queue Note 2 If you press the Make Busy Key while on an ACD call you will be logged out automatically when the call is finished Call Center Agent features Call Center Agent features This section explains the features that are available to ACD agent positions Use Activity Code This feature allows you to record the type of activity you are performing On the Meridian 1 use the Activity Key and activity codes The Meridian 1 tracks items such as the number of specific types of calls and the holding times for these calls To capture activitie
47. eature Key siise Bees Press the Callers Key to access the or Callers List or press the Redial Key to HESS E access the Redial List To exit the Directory Log Press the Quit Key or the Directory Log Key to exit or E Dir Log Directory password protection You can password protect your Personal Directory Callers List and Redial list on the Avaya 3905 Digital Deskphone If password protection is activated you will be asked to enter your password each time you press the Directory Log Key To enable password protection Dir Loa l Press the Directory Log Key 2 From the Directories menu use the Cap 5 Navigation Keys to highlight Password Administration Password Administration Select 3 Press the Select Key The Password Administration menu appears with EE Password enabled OFF highlighted Select A Press the Select Key again to select EE Password enabled OFF On 5 Press the On Key to enable password FSI protection EEE 6 Dial the password Directory display and navigation Enter EEE Enter Done EE or BS Dir Log To disable Personal Directory password fF Dir Log 38 Enter eas dp Password Administration Select 7 10 11 Press the Enter Key Dial the password again to confirm your password Press the Enter Key Press the Done Key to save changes Press the Quit Key or the Directory Log Key to exit Press the Directory Log Key Dia
48. elephone ring Note You can use the Swap Key to talk privately to the person at the transfer number before you press the Connect Key To charge a call to an account when you add someone to a conference call Conf 1 Press the Conference Key EN The call is placed on hold Account 2 Press the Account Key 383 3 Dial the charge account number You receive dial tone want to add to the conference 383 4 Dial the number of the person you Additional Call Features Swear Connect EE NE Enhanced Override Feature Press the Swap Key to switch between talking with the original caller and the new caller Press the Connect Key to complete the conference Enhanced Override allows you to override an active call after you have attempted a Forced Camp on Use Enhanced Override when you make either a simple call or a consultation call i e place a call on hold and call another party To use Enhanced Override zr Override es Override BEES To end the connection ette Sy Dial a telephone number and receive a busy signal Press the Override Key or enter the Override FFC to initiate a Forced Camp on If either of the persons on the call disconnects at this time you receive an overflow fast busy engaged signal Press the Override Key again or enter the Override FFC again The other two persons on the call receive an override tone and a conference call is established between the three of
49. ere entered at login Note 2 The Display Queue Key may be configured on your Avaya 3905 Digital Deskphone as a Fixed Feature Key or as a Programmable Line DN Feature Key Viewing queue status Display agent status The Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for which they have Agent Keys Disslaufst am Press the Display Agent Key The display shows summary of the current status of all agent positions which have a key assigned on the supervisor s phone Calls waiting Calls time overflowed WAITING MAND LWAIT TOFG into this queue Number of 13 3 a280 A M I j Forward Callers Redial Ana rg 553 9003 Note 1 Agent positions in the Not Ready state will be counted as busy on either ACD calls or non ACD calls as specified by your system administrator Note 2 The Display Agent Summary Information is displayed for 12 seconds or until another feature Key is pressed Your telephone s non ACD call features Your telephone s non ACD call features This section describes non ACD features commonly used for call processing Your network administrator assigns features to your programmable feature keys Whenever this guide describes a procedure that requires special codes ask your network administrator to provide these to you To access a feature you press a Feature Key or enter a Flexible Feature Code FFC Your network administrator su
50. ervisor ACD telephone corresponds directly to the agent s call supervisor key this allows a direct connection to the supervisor from an agent position The Observe Agent Key on the Supervisor ACD telephone allows the supervisor to monitor the activity on the agents telephone The Display Queue Key on the Supervisor and Agent ACD telephone displays to the agent or the supervisor information on the number and waiting times of the calls in the ACD queue The Call Agent Key on the Supervisor set connects the supervisor to an agent position The Supervisor Observe Key allows a walk around supervisor to plug a headset into the headset jack at the side of the agent s telephone and monitor or join the conversation between the agent and the Call Center caller The LED adjacent to this key lights to indicate that the jack is in use Terms you should know Terms you should know Attendant The attendant is a telephone operator in your organization Call party information When your telephone rings the display shows Call Party Name Display CPND information The system must have CPND enabled The display shows the phone number and name if available of the incoming call Context Sensitive Soft Keys The four keys located directly below the display are referred to as Context Sensitive Soft Keys The label and function of each key changes depending upon the available features or the active application Directory Number DN
51. ey to save changes Press the Quit Key or Options Key to exit Note Additional equipment is required to implement this option For more information please contact your Avaya distributor Options List Activate Headset port external alerter When the Headset port external alerter option is activated it supports a visual or audible alerter and or recorder device This device plugs into the Headset port which is located on the bottom of the telephone After you select Headset Port ext alerter from the Options List menu On ort From the External alerter screen press or the On Key to turn on Headset port LI external alerter or press the Off Key to turn off Headset port external alerter Press the Done Key to save changes Press the Quit Key or Options Key to exit Note Additional equipment is required to implement this option For more information please contact your Avaya distributor Display diagnostics The Display diagnostics option tests the functionality of your telephone s display screen and indicator lights This option also provides information on the firmware currently in use on your Avaya 3905 Digital Deskphone After you select Diser las diagnostics from the Options List menu as Use the up or down Navigation Key to JO scroll through the list and view the changing display screens Press the Done Key to return to the Options List menu Press the Quit Key or Options Key to exit Call Center Agent Supe
52. f desired use the Right Navigation Key to move from list view to card view In card view the telephone and department numbers for the entry are viewable Use the Left Navigation Key to return to list view Note While you are in card view you may use the Up or Down Navigation Key to scroll through directory entries 8 Press the Dial Key 9 Press an Individual Line DN Key to call the person whose name is highlighted Note Outgoing calls may not be placed on your ACD DN using your In Calls Key Corporate Directory To find another directory listing or to refine your current directory search HewFind Resume HEN To exit the Corporate Directory application wmm l Quit l or es APPS To copy an entry from the Corporate Directory to your telephone s Personal Directory Dirctra Press the NewFind Key to begin a new search or press the Resume Key to enter additional characters so that you may narrow your search Press the Quit Key or the Applications Key With the entry selected in the Corporate Directory press the Copy Key In the Copy to screen press the Directory Key to copy the name and telephone number to your Personal Directory After you complete editing and entering the name and telephone number you are returned to the Corporate Directory Accessories for the Avaya 3905 Digital Deskphone Accessories for the Avaya 3905 Digital Desk phone Optional ite
53. h up on post call processing work When you are ready to take ACD calls again Coco f 92 or a ar NotReady f X Activate Make Set Busy Press the Not Ready Key This takes you out of the queue Press either the In Calls Key or the Not Ready Key to enter the ACD queue Note If you Press the In Calls Key during an ACD call the call is disconnected Make Set Busy allows you to make your telephone appear busy to all callers To activate Make Set Busy Make Busy To deactivate Make Set Busy Make Busy Press the Make Busy Key or lift the handset and enter the Make Set Busy Activate FFC Press the Make Busy Key a second time or lift the handset and enter the Make Set Busy Deactivate FFC Call Center Agent features Answer or make non ACD calls An Individual DN allows you to make outgoing calls and to receive non ACD incoming calls If you do not have an active call when the LCD indicator flashes you can press the corresponding Individual DN Key and answer the call To make a non ACD call 2637 383 To answer a non ACD call 237 a Contact your supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes f Supervisor y l PA J If you are on a call and hear a buzz and the Supervisor indicator flashes C me Cmr C RE To call your supervisor Supervisor g 1 P
54. ized activation or authorized usage level solely for the purpose specified in the Documentation and solely as embedded in for execution on or in the event the applicable Documentation permits installation on non Avaya equipment for communication with Avaya equipment Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice Copyright Except where expressly stated otherwise no use should be made of materials on this site the Documentation Software or hardware provided by Avaya All content on this site the documentation and the Product provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software unless expressly authorized by Avaya Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third party components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software including open source
55. l the password Press the Enter Key Use the Navigation Keys to highlight Password Administration Press the Select Key The Password Administration menu appears with Password enabled OH highlighted Directory display and navigation Select ort Done z or Dir Loa Press the Select Key again to select Password enabled OH Press the Off Key to disable password protection Press the Done Key to save changes Press the Quit Key or the Directory Log Key to exit Call Log Call Log The Call Log records the name and number of incoming and outgoing calls and can be password protected You can activate Call Log to record all calls record only the unanswered calls or record no incoming calls The Callers List stores incoming calls and the Redial List stores outgoing calls in order of date and time received made The oldest call is stored at the top of the list The newest call is stored at the bottom of the list The Avaya 3905 Digital Deskphone Call Log list holds up to 100 entries for incoming and 20 entries for outgoing calls The Avaya 3905 Digital Deskphone can copy a number from the Callers List or Redial List and store it in the Personal Directory Access and use the Callers List To access the Callers List using the Directory Log Key ea Dir Log 1 Press the Directory Log Key 2 Use the Navigation Keys to highlight dsp Call Log Callers List Call Log Callers List
56. ll Features Charge or Force Charge a call Call Charge allows you to charge a call to a specific account Forced Charge Account allows you to charge long distance calls from a telephone restricted to local calls To charge or force charge a local or a long distance call to an account before you dial 2637 es Account uem EEE OK a EEE To charge a call in progress Charge Account c EEE Press an Individual Line DN Key Press the Account Key The screen displays Enter account number Dial the charge account number Use the Clear Key or Delete Key to edit the number Press the Exit Key to leave the screen without charging the call Press the OK Key Dial the number Press the Charge Key The screen displays Select Charge Lyre Press the Account Key The screen displays Enter account number Dial the charge account number Use the Clear Key or Delete Key to edit the number Press the Exit Key to leave the screen without charging the call Additional Call Features ok 4 Press the OK Key You return to your m E To charge a call to an account when you transfer a call Trans 1 Press the Transfer Key m The call is placed on hold Account 2 Press the Account Key 339 3 Dial charge account number You receive dial tone 4 Dial the number of the telephone SEE where the call is to be transferred Connect 5 Press the Connect Key when you hear EE the t
57. m of the page and select Contact Avaya Support Introduction to the Avaya 3905 Digital Deskphone 10 Avaya 3905 Digital Deskphone 10 Avaya 3905 Digital Deskphone keys 11 Your Telephone s Controls 12 Fixed and programmable telephone keys 12 Fixed Automatic Call Distribution ACD Feature Keys 14 Terms you should know 16 Directory Numbers 17 Primary Directory Number 17 Individual Directory Number 17 Your telephone s display 18 Avaya 3905 Digital Deskphone display 18 Options List 19 Select a language 20 Change a Feature Key label 20 Adjust Screen contrast 22 Adjust volume 22 Choose Ring type 23 Select Call Log options 23 Use Live dial pad 24 Select Preferred name match 24 Set up area code 24 Enable Call timer 25 Select Date time format 25 Enable Key click 25 Headset type selection 26 Use Headset port on call 26 Activate Headset port external alerter 27 Display diagnostics 27 Call Center Agent Supervisor Features 28 Headset interface 28 Agent login 28 Login with Agent ID and Multiple Queue Assignment MQA 29 Correct errors during the login procedure 30 Default login 31 Agent logout 31 Call Center Agent features 32 Use Activity Code 32 Answer Call Center calls 32 Call Forcing 33 Use the Emergency Key 34 Use Not Ready 34 Activate Make Set Busy 34 Answer or make non ACD calls 35 Contact your supervisor 35 Use Walkaway and Return from Walkaway 36 Call Center Supervisor
58. mately one second the feature connects the three of you together A short tone repeats every sixteen seconds To end the connection Goodbye P Press the Goodbye Key Privacy Release Feature Privacy Release allows one or more people who share your DN to join your call To use Privacy Release while on an established call PriuRls Press the Privacy Release Key while you are on a call Other persons can now join the call if they press the shared Line MADN Key on their telephone Additional Call Features Radio Paging Some telephone systems can have an on site Radio Paging system This system feature allows you to page a person and stay on the line until they answer The paged person answers the call when they enter a special Paging Meet me code from any telephone This connects the person paged to the party who paged them To use Automatic Pre selection Meet me page 2637 da EEE To use Automatic Post selection RadioPage a 383 Press an Individual Line DN Key Dial the Radio Paging FFC You receive paging dial tone Dial the number of the party you want to page You receive ringback ring tone Note 1 The person you paged uses any telephone to enter a Radio Paging Answer code plus their own DN This action connects you and the person paged Note 2 If your call goes unanswered for a preset time period you receive a continuous high pitched tone
59. ms are available for use with your Avaya 3905 Digital Deskphone Please contact your System Administrator for additional details Accessory Connection Module ACM The Accessory Connection Module ACM provides the interface for adding the Analog Terminal Adapter External Alerter and Recorder Interface Personal Directory PC Utility and Computer Telephony Integration Adapter Additional Key Caps Four of the bottom six keys may be re configured to meet your specific business needs You may order an optional key cap kit which provides labeled key caps for these keys The kit provides a key cap for each of the following features Answer Agent Activity Answer Emergency Observe Agent and Display Calls Waiting Analog Terminal Adapter ATA The Analog Terminal Adapter ATA allows you to connect an analog device such as a modem or fax machine to your telephone Computer Telephony Integration Adapter CTIA The Computer Telephony Integration Adapter CTIA provides an interface between your Avaya 3905 Digital Deskphone and your PC for first party call control applications The CTIA also functions as a Personal Directory PC Utility Cartridge when used with the optional Personal Directory PC Utility software Display based Expansion Module The Display based Expansion Module provides additional line DN or feature keys for the Avaya 3905 Digital Deskphone The Display based Expansion Module has eight keys on three different layers for a
60. n displays Press OK to Park call on 2196 Where 2138 represents the default System Park DN 2 Dial the DN where you want to park the call When you begin dialing the screen displays Enter digits then Fark When you have completed dialing the call park DN the screen displays Press OK to park call 3 Press the OK Key The call parks on the selected DN 1 Press an Individual Line DN Key 2 Dial the DN where you parked the call Note If a parked call is not retrieved within a specified period of time it rings back to your telephone or to the attendant Check with your network administrator to determine your specified period of time While on an active call Calling Party Number Charge Account The Calling Party Number Charge Account feature allows you to record a caller s number or charge account number for accounting purposes while on an established call To record the calling party number or charge account number Charge 1 Press the Charge Key The screen displays Select Charge ture Account 2 Press the Account Key The screen displays Enter account number ff or Press the Calling Party Number Key The screen displays Enter Callina Party number CPartes calling party number Use the Clear Key or Delete Key to edit the number Press the Exit Key to leave the screen without charging the call 333 3 Dial the charge account number or 4 Press the OK Key You return to your call B
61. ng table shows the meaning of LCD indicator associated with an Agent Key Indicator Agent Status Off No agent logged in at this position On Busy on an ACD call Slow Flashing Waiting for an ACD call Fast Flashing Busy on a non ACD call Answer Agent When your phone rings and the Answer Agent indicator flashes xor sme Press the Answer Agent Key Your position Sf goes into Not Ready state and you are connected to the agent To disconnect an agent call Goodbye Loy Press the Goodbye Key Answer Emergency When your phone buzzes and the Answer Emergency indicator flashes Hod l es 1 Press the Hold Key if you intend to return to the call in progress ET e 2 Press the Answer Emergency Key f Your position goes into Not Ready state and the Answer Emergency indicator lights continuously You are connected to the call Call Center Supervisor features To disconnect from the emergency call Goodbye i sy Call Agent To call an agent N C Agenti ET or To leave Call Agent state Goodbye i sy Press the Goodbye Key Press Call Agent Key your position goes into the Not Ready state 2 Press the Agent Key assigned to the agent or dial the agent s position ID Note To talk to another agent repeat steps one and two or press the Agent Key for the next agent Press the Goodbye Key Use the Supervisor Observe and Supervisor Headse
62. nnect to your current call 3 Press the Connect Key The person on hold joins your conversation Talk with more than one person Selectable Conferee Display and Disconnect You can view the list of active conferees by using the Conferee Selectable Display Key and disconnect any party that has been added to the conference call To view active conferees ConfSelDse ea 1 While on a conference call press the Conferee Selectable Display Key The LCD indicator turns on With each key press the screen changes to show a different active conferee Note This action has no effect on the displays of the other telephones involved in the conference 2 Press the Goodbye Key If configured FI add y the Conference Count Display returns The LCD indicator turns off To disconnect a conferee ConfSelDsr 1 While on a conference call press the Conferee Selectable Display Key The LCD indicator turns on Continue to press the key until the conferee you want to delete appears on the screen 26 7 T 2 Press the Individual Line DN Key on a UB which the conference call is established The selected conferee is disconnected from the call Note If there are additional conferees to be disconnected press the Conferee Selectable Display Key until the conferee that is to be disconnected is displayed on the screen 3 Press the Goodbye Key If configured Th ee y bg the Conference Count Display
63. ored in your telephone s memory You can check your Call Log to determine whether or not a caller was sent the set to set message A will appear beside the call log entry of the callers who saw your message To access Set to Set Messaging BEND Ares 1 Press the Applications Key 2 From the Applications menu use the JO Navigation Keys to highlight Set to Set Messaging Set to Set Messaging Select 3 Press the Select Key es The Set Set Msg screen appears indicating the status of the feature on or off and whether or not a message is stored defined in memory Note If you have activated password protection on your Directory Log you will need to enter your password to continue To edit the currently stored message or to create a new message Edit 1 Press the Edit Key Set to Set Messaging EEE Done To select a message provided by your network administrator cS Select To customize a message provided by your network administrator CMS Edit 2 From the Edit Mode screen use the dial pad to enter a text message Press the Delete Key to delete a character Press the Case Key to toggle between upper and lower case characters Press the Cancel Key to exit the screen without saving changes Note 1 Please refer to Add a Personal Directory entry on page 88 for detailed instructions on using your telephone s dial pad to enter text Note 2 While in the Edit Mode screen Pres
64. pplies you with the Flexible Feature Codes for your system Note In order to use a feature described in this section your system software must support the feature and the feature must be assigned to your telephone Check with your network administrator for more details Make a call This section describes features that you can use when you make a call There are several ways to make a call from your Avaya 3905 Digital Deskphone To make a call from your telephone use the features described in this chapter To make a call 2637 ED 1 Press an Individual Line DN Key 333 2 Dial the number Note If you are on a call on your Individual Line DN and your telephone is not in Not Ready or Make Busy state your call is automatically placed on hold when an ACD call rings your telephone enabling you to answer the ACD In Calls line However if you are on an ACD call and a call comes in on your Individual Line DN you cannot put your ACD call on hold to answer the call on your Individual Line DN Use the Predial feature The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number i 1 Dial the number Note 1 If you are calling an external or long distance number be sure that the appropriate access codes are included To use Predial Make a call 2637 Auto Dial Note 2 Press the Pause Key to insert a 1 5 second pause in the dialing string
65. ption causes the handset or speaker to produce a clicking sound when you press the telephone keys After you select Kes click enable from the Options List menu On ort From the Key click screen press the or On Key to turn on Key click or press ee m the Off Key to turn off Key click Press the Done Key to save changes Press the Quit Key or Options Key to exit Options List Headset type selection The Headset type option allows you to select one of the three different headset types Type 1 Type 2 or Amplified Select the setting that works best for the headset that you are using After you select Headset ture from the Options List menu From the Headset type menu use the Cap 5 Navigation Keys to highlight and select either Headset Ture 1 Type 1 headset or or Headset Ture 2 Type 2 headset or r Hmrlified Headset Amplified haadsat Press the Done Key to save selection Press the Quit Key or Options Key to exit Use Headset port on call The Headset port on call option requires that a lamp type accessory be connected to the headset port When the Headset port on call option is activated and the user is on a call the lamp lights providing an indication that a call is in progress After you select Headset Port on call from the Options List menu On Off From the On call screen press the On or Key to turn on Headset port on call or HEN es ress the Off Key to turn off Headset P y port on call Press the Done K
66. py Key The displays shows Cor ta Press the Directory Key Use the Personal Directory Hext 4 Press Next to copy the incoming call without editing the name Edit the number if required see note for step 5 and go to step 6 or Clear Press Clear to make changes to the name before saving Add the name using the dial pad Delete and Case Keys as needed ask 5 Press the Next Key Make changes to the telephone number if required Note f you are copying an external or long distance number be sure that your directory entry includes the access codes required by your system to make an external or long distance call Done 6 Press the Done Key The entry is saved SS to your Personal Directory and you are returned to the Redial List Set to Set Messaging Set to Set Messaging With the Set to Set Messaging application activated an internal caller using an Avaya 3903 3904 or 3905 Digital Deskphone receives a quick visual message which you have selected whenever they dial your telephone number The length of your message is limited to 24 characters The message is entered through the dial pad keys using a process similar to the one used for entering names in the Personal Directory Your network administrator may provide access to a list of up to ten messages which you may customize and select as your current set to set message Only one message at a time may be customized and only one message can be st
67. r a call Use the Transfer feature to redirect a call to a third party To use the Transfer feature Trans l Press the Transfer Key DEB The other party is on hold and you receive a dial tone The screen displays Call on hold dial number where the call is to be transferred 383 2 Dial the number of the telephone While on an active call Press the Swap Key to switch between talking with the original caller and the new caller Press the Connect Key to complete the transfer SWF Connect 3 EE a The two callers are connected and your telephone is ready to make or receive new calls To go back to the original call if the transfer is incomplete Goodbye Vs 7 1 Press the Goodbye Key 2637 Q 2 Press the Individual Line DN Key with z um the flashing icon to return to your original call Use Timed Reminder Recall Timed Reminder Recall gives you a reminder tone when a call you transferred is not answered To use Timed Reminder Recall l Press the Transfer Key The call is put Trans EK on hold 2 Dial the number where you want to REE transfer the call T s 3 Press the Transfer Key again EN Note If the transfer is complete the recall timer stops While on an active call If the transferred call is not answered your telephone rings 1 Press the Individual Line DN Key 2637 T 2 um beside the flashing LCD indicator Trans 2 Press the Transfer Key and repeat
68. rd View gi 1 Use the Navigation Keys to show the JO name and number of the currently selected entry in the Card View Note If you are dialing an external or long distance number be sure that your directory entry includes the access codes required by your system to make an external or long distance call Disi 2 Press the Dial Key 2637 m 3 Press an Individual Line DN Key to call the person whose name is highlighted Note Outgoing calls may not be placed on your ACD DN using your In Calls Key To exit the Card View cf Press the left Navigation Key to leave qb the Card View and return to the selected name Use the Personal Directory Search for an entry You can search for a particular entry in your Personal Directory To search for an entry cem Personal Directory Select E 38 Use the Navigation Keys to highlight Personal Directory You may press the Select Key or proceed directly to step 3 Use the dial pad to enter the first letter of the name your are seeking For examplepresshe Redia keytwicetogo to the first entry that begins with the letter B Copy a number from the Redial List You can copy a number from the Redial List to the Personal Directory To copy a number from the Redial ss 2498 Copy rs AE Dirctra Use the Navigation Keys to highlight the name or number in your Redial List that you want to copy to your Personal Directory Press the Co
69. re allows you to page another person or make an announcement through someone else s telephone speaker To make a voice call 2637 EE 1 Press an Individual Line DN Key UniceCall 2 Press the Voice Call Key Make your announcement Goodbye Ce 4 Press the Goodbye Key To respond to a voice call Your telephone rings once and you CEA hear the caller s voice through your speaker Lift the handset Voice Mail soft keys If enabled the Voice Mail soft keys allow you to send commands while connected to your voice messaging system using the soft keys instead of the dial pad Voice mail soft keys are displayed only when you call your voice mail messaging system locally Voice mail soft keys are not displayed from a remote system to a network voice messaging system To use Voice Mail controls 2627 O 1 Press an Individual Line DN Key aam 2 Press the Message Key 3 Usethe dial pad to log in to your voice dd mailbox Imsa 4 Press the Voice Message Key The following soft keys are displayed Play Delete Call More Additional Call Features Stop Conf Reply More Comp Forwrd Bye More Soft key Action Play Play the voice mail message Delete Delete the voice mail message Call Call the telephone number that left the voice mail message More Display the next layer of soft keys Stop Stop playing the voice mail message Conf Conference in another party to listen to the
70. ress an Individual DN Key 2 Dial the number you wish to call Press the DN Key next to the flashing indicator You are connected to your non ACD caller Press the Supervisor Key 1 Press the Hold Key 2 Press the Supervisor Key Press the Supervisor Key If you are on a call this automatically puts the call in progress on Hold Call Center Agent features To return to the ACD call f f In Cali To Conference your Supervisor during a call in progress Supervisor La j f f Y Supervisor Lam j To Transfer to a supervisor during a call in progress Supervisor 7 om f y Q Supervisor e Goodbye rga Press the In Calls Key l Press the Supervisor Key The caller is on hold and you can talk privately with your supervisor 2 Press the Supervisor Key a second time to have a three way conversation with the supervisor and the caller 1 Press the Supervisor Key 2 Press the Supervisor Key again when the supervisor answers 3 Press the Goodbye Key to disconnect from the call The caller remains connected with your supervisor Use Walkaway and Return from Walkaway Use this feature when you need to leave your desk during an ACD call during a non ACD call or while in the Not Ready state To use the Walkaway feature Hot S l Press the Hold Key The LCD indicator beside
71. returns and is updated to reflect the revised total count of conferees The LCD indicator tuns off Talk with more than one person Use Group Call Group Call automatically calls members of a predefined group one at a time until they have all answered Ask your network administrator for details on how to create a conference call group To call group members 2637 EB 1 Press an Individual Line DN Key m 2 Press the Group Call Key or enter the GrourCall a P y Group Call FFC The feature automatically calls all group members The icon flashes until all members answer Their phone numbers appear on the display as they answer When the last person answers the Group Call indicator lights steadily Note 1 When a person in your group is on a conference call or another group call they are not connected to your group call Note 2 After all the people in the group have answered only the person who made the group call can put the call on hold Talk with more than one person To answer a Group Call 2037 B To end a Group Call Soe sga Press the Individual Line DN Key beside the flashing LCD indicator Note 1 If you are on a call and you receive three 10 second tones this is the notification of a group call on your current extension Note 2 If you are on a call on another Individual Line DN on your telephone when a group call is made you receive a long tone through
72. rvisor Features Call Center Agent Supervisor Features This section describes features and procedures common to both the Call Center Agent and the Call Center Supervisor Headset interface The Headset Key is used to switch between the headset and the handset mode of operation If you do not have the optional handset installed all calls will be connected to your headset The LED lights steadily to indicate you are in headset mode The headset LED is dark unlit if you are in handset mode If you have the handset option installed press the Headset Key to enter handset mode The headset LED will go dark and all calls will be presented to the handset Lift the handset and press a DN or In Calls key to receive calls To make outgoing calls using your handset lift the handset and press an individual DN Key to receive dial tone If you want to return to headset mode press the Headset Key The headset LED will light steadily and all calls will be presented to the headset Note Refer to your distributor for the latest product bulletin from Avaya recom mending headset types for use with the Avaya 3905 Digital Deskphone Test your headset with the telephone before using the telephone to receive calls In a noisy environment an amplified headset is an option Select Headset type in the Options list and choose Type 1 Type 2 or Amplified When an amplified headset is used there are two methods of volume control the Volume Control Bar on the
73. s Activity i C B l Press the Activity Key Activites Gum 2 Dialthe Activity Code that SEE corresponds to the activity being performed Activity rag 3 Press the Activity Key again If performing multiple tasks repeat these Activity Sj steps Answer Call Center calls The In Calls Key is the lower right hand key on your Avaya 3905 Digital Deskphone The In Calls Key is your main ACD extension Primary DN The In Calls Key allows you to answer the next queued call on the primary DN This key presents only ACD calls To disconnect from an ACD call press the Goodbye Key or press the In Calls Key a second time To enable you to make outgoing calls and accept non ACD calls your network administrator must configure one or more non ACD DNs Individual DNs to your Avaya 3905 Digital Deskphone Note If you have the handset option and you pickup the handset you must also press a DN key otherwise the handset is not operable You can terminate a call by replacing the handset in the cradle Your phone rings and the In Calls indicator flashes f i s a Press the In Calls Key The caller is In Calls s 7 2 connected and the indicator lights continuously Call Center Agent features To end an ACD call some erga or in Cals a or b d p or 2637 EE or Call Forcing Press the Goodbye Key or Press the In Calls Key or Replace the Handset to terminate
74. s Key 13 Context Sensitive Soft Keys 13 Copy Key 12 Directory Log Key 13 82 88 Display Key 57 Done Key 13 19 Feature Key 20 Goodbye Key 12 Headset Key 12 14 Hold Key 12 Line DN Key 12 13 More Key 13 Mute Key 12 Navigation Keys 12 19 Options Key 13 19 Programmable Line DN Feature Key 13 20 Quit Key 13 19 Select Key 19 Volume Control Bar 12 L language selection 20 Last Number Redial 47 Line DN Key 12 Line Key 13 live dial pad 24 Log out standard 29 Malicious Call Trace 57 Meridian 1 16 More Key 13 Multiple Appearance Directory Num ber MADN 76 Multiple Queue Assignment MQA 29 Mute Key 12 N Navigation Keys 12 19 Night Service 41 Non ACD calls 35 Not Ready 34 37 38 O Observe Agent 40 Off hook 16 on hook dialing 45 Options Key 13 19 Options List 19 Override 74 76 override enhanced 74 P page 71 Meet me page 77 paging 77 Paging tone 16 17 park 54 password directory 82 password change 65 Personal Directory 82 88 95 add an entry 88 Card View 94 delete directory 93 delete entries 92 edit entries 92 make calls from directory 93 search 95 Personal Directory PC Utility 103 104 pickup 59 position ID 38 Predial 45 preferred name match 24 Primary Directory Number DN key 17 Priority 29 Privacy Release 76 Private Line 17 Programmable Line DN Feature Key 13 20 21 Q Quit Key 13 19 R Radio Paging 77 recall attendant 54 Timed Reminder Re
75. s the Up Navigation Key to access special characters you may want to include in the name Use the Navigation Keys to locate the character you want to include Press the Select Key to choose the highlighted character Press the Return Key to return to name entry without selecting a special character 3 Press the Done Key Your message is saved and you return to the Set to Set Message Screen 1 From the Set to Set Message screen use the Navigation Keys to scroll through the list of available messages 2 Press the Select Key to choose the currently displayed message 1 From the Set to Set Message screen use the Navigation Keys to scroll through the list of available messages 2 Press the Edit Key to choose the currently displayed message Set to Set Messaging EEE Done To activate or deactivate Set to Set Messaging and exit the application or ort 3 From the Edit Mode screen use the dial pad to customize the message Press the Delete Key to delete a character Press the Case Key to toggle between upper and lower case characters Press the Cancel Key to exit the screen without saving changes Note 1 Please refer to Add a Personal Directory entry on page 88 for detailed instructions on using your telephone s dial pad to enter text Note 2 While in the Edit Mode screen Press the Up Navigation Key to access special characters you may want fo include in the name Use the Navigation Keys to
76. set up option causes the Callers List and Calling Line ID CLID display show the number extension followed by the area code prefix in parenthesis This makes it easier to identify local calls and internal calls You can define up to three codes After you select Area code set ur from the Options List menu ist Code 488 Use the Navigation keys to place your 2nd Code cursor in the first line and enter an 2rd Code area country code of your choice Note You can enter up to three codes of your choice Press the Done Key to save changes Press the Quit Key or Options Key to exit Enable Call timer The Call timer enable option measures how long you are on each call After you select Call timer erable from the Options List menu On Off From the Call timer screen press the or On Key to turn on the Call timer or ER ES press the Off Key to turn off the Call timer Press the Done Key to save changes Press the Quit Key or Options Key to exit Select Date time format There are eight Date time formats Four formats are based on the 12 hour clock and four are based on the 24 hour clock After you select Date time format from the Options List menu ata Use the Navigation Keys to scroll Clap through the eight formats The sample formats appear on the upper right side of the display area Format 3 Press the Done Key to select the highlighted format Press the Quit Key or Options Key to exit Enable Key click The Key click o
77. software distributed under third party agreements Third Party Components which contain terms regarding the rights to use certain portions of the Software Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at http support avaya com Copyright You agree to the Third Party Terms for any such Third Party Components Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of Toll Fraud associated with your system and that if Toll Fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Toll Fraud intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada
78. t Jack The Supervisor Observe Key is located in the upper left corner of the Avaya 3905 Digital Deskphone It has an associated LED A supervisor can listen in on an active call at an ACD terminal by connecting the headset into the jack near the Supervisor Observe Key on an agent s telephone The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the supervisor s headset is muted To use the Supervisor Observe feature To use the Supervisor Observe feature for a two way conversation Supervisor plugs the headset into the agent telephone While the headset is plugged in press the Supervisor Observe Key the LED lights continuously and the supervisor can participate in the conversation Call Center Supervisor features To mute the Supervisor headset e Press the Supervisor Observe Key a second time and the to put the supervisor headset on mute The LED turns off Observe Agent To observe an agent l ObvAgent ge Press the Observe Agent Key Your position goes into Not Ready state Agent aa 2 Press the Agent Key or dial the agent s position ID You can listen to the agent or and caller s conversation REE Note To observe another agent repeat step two To talk to an agent you are observing CallAgt Ji 2 1 While observing an agent Press the oou o Call Agent Key You now have a conference with the agent and the caller To leave
79. the Observe state Goodbye i Loy Press the Goodbye Key Note You cannot observe an agent if the agent s call is on hold or if no calls are in progress Interflow When the call backlog or the waiting time in the queue exceeds a set threshold Interflow forwards calls to a predefined target queue The supervisor activates Interflow when the waiting time for the queue exceeds its threshold To activate Interflow Tutseflou aA Press the Interflow Key The indicator flashes and excess calls are routed to the destination Call Center Supervisor features To stop Interflow Interf low an Night Service To enter Night Service ee To transition to Night Service un 28 To exit Night Service v BH Press the Interflow Key again Press the Night Key and dial 6 N for Night The indicator lights continuously All calls in the queue and new calls receive Night Service Press the Night Key and dial 8 T for Transition The indicator flashes Calls in the queue remain in the queue and new calls receive Night Service Press the Night Key and dial 3 D for Day The indicator flashes New calls enter the queue Viewing queue status Viewing queue status The ACD Calls Waiting status indicator The LCD indicator beside the Calls Waiting key gives you a visual indication of the number of calls in the ACD queue The following table lists the four states of the
80. the handset or headset Note 3 You do not receive notification of a group call if you are already on a conference call or another group call Press the Goodbye Key Note When the person who made the group call disconnects the call terminates for all members of the group However the members of the Group Call can disconnect from the call and not affect other members on the call Additional Call Features Additional Call Features Use the buzz signal Buzz allows one person whose telephone is linked to another telephone to signal the other telephone The person signaled hears a buzz Use this feature to notify the other person of a call a visitor or a request To buzz the telephone linked to yours Buzz sa Press the Buzz Key The telephone linked to yours buzzes as long as you hold down the key Call Page to make an announcement Call Page allows you to make an announcement over the paging system To make a page call dial the paging trunk access code Note When the Page Key is used on an attendant console it overrides the telephones the telephones are disconnected and must re access the paging trunk To connect to the paging system 2637 GET 1 Press an Individual Line DN Key EEE 2 Dial the paging trunk access code The connection to the paging system is complete 3 Make your announcement To disconnect from the paging system Goodbye 7 7a Press the Goodbye Key Additional Ca
81. then silence Press the Goodbye Key The called party is either busy on the telephone or away from the desk To page the called party there is no need to redial the number of the called party Press the Radio Page Key You receive special dial tone Dial the Radio Paging Access FFC You receive ringback ring tone Additional Call Features To use the Special Radio Paging features 2637 H bee Nofe 1 The person you have paged can proceed to any telephone enter their Radio Paging Answer code plus their own DN This action connects you and the person paged Note 2 You receive a fifteen second high pitched tone then silence if the party paged does not answer the call within a preset time period When you receive this signal replace the handset or press the Goodbye Key If you carry a Radio Pager you will receive a paging indication when another Meridian 1 telephone user access the Radio Paging system and dials your DN If the Radio Paging system is set up to function in Meet me mode you can use the following steps to answer the paging call from any Meridian 1 extension 1 Press an Individual Line DN Key 2 Dial the Radio Paging Answer FFC You receive paging tone 3 Dial your own DN You are connected to the paging caller Note If the paging caller has hung up you will receive a steady high pitched tone Additional Call Features Voice Call The Voice Call featu
82. to talk with more than one person at the same time Set up a Conference call You can set up a Conference call for up to six people including yourself Contact your network administrator to determine the maximum number of people your system allows on a conference call To set up a conference call Conf 1 Press the Conference Key while you EN are on a call The other party is on hold and you receive dial tone The screen displays Call on hold dial number 2 Dial the number of the person you REE want to add to the conference asp Panne 3 Press the Swap Key to switch between or talking with the original caller and the E gg new caller Press the Connect Key to complete the conference Everyone is able to join the conversation If the person you attempt to add to the conference is unavailable Goodbye f sy 1 Press the Goodbye Key 2 Press the Individual Line DN Ke 2637 ez y beside the flashing LCD indicator to return fo your original call Talk with more than one person Join a call The Call Join feature allows you to connect an incoming call to a call already in progress thereby creating a conference call In order to use Call Join your telephone must be configured with either a second line DN or a Call Waiting Key To connect a call on hold on a different line to your current call Conf 1 Press the Conference Key 057 7 NB 2 Press the Key that has the caller you want to co
83. total of 24 additional line DN or feature keys The three layers are accessed through the use of a page key The Avaya 3905 Digital Deskphone will support one Display based Expansion Module External Alerter and Recorder Interface The External Alerter and Recorder Interface lets you connect a remote ringer indicator light or recording device to your telephone 103 Accessories for the Avaya 3905 Digital Deskphone Handset The Avaya 3905 Digital Deskphone is not shipped with a handset A handset is available as a hardware option for the telephone Headsets Amplified and unamplified Headsets are compatible with your Avaya 3905 Digital Deskphone The amplified headset is an option for noisy environments Headsets vary in electrical physical and audio characteristics Performance perception is subjective so it is recommended that the headset user try using their headset with each of the three settings on both internal and external calls to determine which works best for them To adjust the headset volume go to the Options menu Headset types and select one of the headset types from the sub menu item Headset 1 Headset 2 or Amplified Refer to your distributor for the latest product bulletin from Avaya for recommended headset types for the Avaya 3905 Digital Deskphone Key based Expansion Module The Key based Expansion Module provides additional line DN or feature keys for the Avaya 3905 Digital Deskphone You c
84. u a list of adjustable items for your telephone model appears It is recommended that you adjust these parameters while you are on a telephone call so that you can judge the impact of the changes your are making To adjust the Ringer volume 1 Select Ringer from the Volume menu Ringer Lauer Higher 2 Press the Lower Key to decrease the or ringer volume or press the Higher Key Em to increase the ringer volume Press the Done Key to save changes Press the Quit Key or Options Key to exit Use the procedure above to adjust the volume on the following items Buzzer Headset listen Sreaker Headset talk Handset listen Headset sidetone Note Headset sidetone is the sound of your own voice that you hear in the headset speaker Choose Ring type The Ring type option allows you to choose from among the various ringing sounds available for your telephone model After you select Rina tyre from the Options List menu 1 Use the Navigation Keys to scroll s through the list of ring types Ring ture 3 Play 2 Press the Play Key to sample a ring a ene Select 3 Press the Select Key to activate the es desired ring type Press the Done Key to save changes Press the Quit Key or Options Key to exit Select Call Log options The Call Log options setting provides a choice of logging all incoming calls logging only the unanswered calls or not logging any calls The Call Log holds up to 100 different incoming entries
85. ures on the Avaya 3905 Digital Deskphone The Soft Keys are located below the display area These keys have an LCD label above them that changes based on available features or the active application Programmable Line DN Feature Keys are located at the sides of the upper display area Once configured these keys provide one touch feature activation A status icon indicates call or feature status Your Telephone s Controls Fixed Automatic Call Distribution ACD Feature Keys The fixed feature keys on your Avaya 3905 Digital Deskphone are labeled at the factory The default feature keys are Headset Call Supervisor Emergency Not Ready Make Busy and In Calls The Headset and In Calls keys can not be reconfigured The remaining four keys can be configured for any of the following features Activity Answer Emergency Answer Agent Observe Agent Display Queue waiting calls or Call Agent In Calls 7 92 Headset vA Supervisor 2h f f Emergency A The In Calls Key provides easy access to your Primary or ACD Directory Number of the agent position Press the In Calls Key to answer incoming ACD calls Press the Headset Key to switch back and forth between using the headset and using the optional handset The headset indicator is lit when the headset is active Note 1 Headsets vary in electrical physical and audio characteristics Performance perception is subjecti
86. ve so Avaya recommends that you that you try using the headset with each of the three settings on both internal and external calls This will help you determine which setting works best As with all Digital Deskphones both amplified and unamplified headsets are supported Note 2 Usethe Amplified Headset setting if you are using an amplified headset Note 3 The handset is an optional hardware item If you order this option Avaya recommends that it be installed by your network administrator The Supervisor Key is a direct line on the agent telephone to the supervisor Press the Emergency Key to join the supervisor into a call that you judge to be an emergency situation Your Telephone s Controls mear CE _ Activity fra Obv Agent Lm f f lt y Doivavaue e os Ccama a amp Press the Not Ready Key to put the agent position in a Not Ready state The Not Ready state takes the agent out of the ACD queue without logging the agent out The Not Ready state allows the agent to perform and record post call processing duties connected to ACD calls Press the Make Busy Key to log out of the ACD queue and agent position Press the Activity Key and enter the appropriate activity code to record the activity the agent is performing The Answer Emergency Key on the Supervisor ACD telephone corresponds to the agent emergency call key The Answer Agent Key on the Sup
87. xit or Note You can edit the name or number E Dir Log i before or ofter you save to the directory Use the Personal Directory Add an outgoing call E y 1 After the person you called answers gt P press the Copy Key The displays shows Cor ta ETE TET 2 Press the Directory Key Add the name using the dial pad Delete and Case Keys as needed Hert 4 Press the Next Key Dane 5 Press the Done Key to save the E changes tha 6 Press the Quit Key or the ZUGE Directory Log Key to exit or TES Note You can edit the name or number before or after you save to the Directory Use the Personal Directory Delete or edit a Personal Directory entry To delete a Personal Directory entry 1 Use the Navigation Keys to highlight Jem the entry you want to edit or delete Delete 2 Press the Delete Key to delete the mg currently highlighted entry in your Personal Directory ee 3 Press the Yes Key to confirm the RES deletion To edit a Personal Directory entry Edit l Press the Edit Key to change the p telephone number or name es 2 Use the Navigation Keys to highlight b the character you want to change 3 Use the dial pad to enter the desired BEE changes Refer to Add a Personal Directory entry on page 88 for an example of how to use the dial pad to enter names Hert 4 Press the Next Key Edit the number if ER necessary Done 5 Press the Done Key to save the E changes
88. y allows you to listen to a conversation without being heard Push the Mute Key again to return to a two way conversation The Mute Key applies to both the headset and optional handset microphones The Mute LED flashes when the Mute option is in use The Navigation Keys allow you to scroll through Menus and lists on the display The Copy Key is reserved for future applications Your Telephone s Controls mm rtions SS Dir Loa quu HrF z 2637 Hore Trans Example sy Calllait a EB The Quit Key ends an active application Pressing the Quit Key does not affect the status of calls currently on your telephone Note If you press the Quit Key before the Done Key you exit without saving changes Press the Done Key to exit and save changes The Options Key allows you to access and modify telephone options It is configured as the top left programmable feature key on the telephone The Directory Log Key allows you to access your Personal Directory 100 entries Callers List last 100 calls and Redial List last 20 outgoing calls The Applications Key allows you to access additional features that may be provided by your network administrator The Individual secondary Line Directory Number DN Key s allow you to make and receive non ACD calls The More Key allows you to access additional layers of Context Sensitive Soft Keys Context Sensitive Soft Keys are configured for various feat

Avaya 3905 Digital Deskphone - Communication Server 1000 User Guide

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