4602 and 5602 User Guide
Contents
1. e Hold Place call on hold See Hold e Transfer Transfer call See Transfer e CCC Conference Conference held calls See Conference e Y Drop Drop call See Clearing a Call e id Redial Redial last number dialed See Redial Dial Pad Standard 12 button pad for dialling telephone numbers 4 Y Volume Controls Adjusts the speaker handset or ringer volume depending on which is currently in use Mute Turns the microphone on off When in use the associated light is on and the caller cannot hear you E Speaker Puts the call on the phone s speaker rather than the handset The lamp next to the button is lit when this option is in use The speaker only provides a speech monitor function you can hear a call through the phone s speaker but you must lift the handset to speak The 4602 and 5602 phones do not support headsets 4602 and 5602 User Guide Page 2 IP Office 3 2 15 601079 Issue 3 6 June 2006 The Telephone Call Appearance Keys Normally the call handling screen contains two keys set as call appearance keys Having more than one call appearance key is useful When holding a call you can answer another call and then use the call appearance keys to switch between calls Extn227 The indicates which Call Appearance Call Appearance Keys b gt 227 key is active or available Having two Call Appearance keys is very useful When holding a call you can answer make another call and then switch between cal2. In Group You can enable disable group membership Held Call Shows the number of held calls See Hold Do Not Disturb On See Do Not Disturb Out of Hours This is displayed if one or more Hunt Groups is in Out of Hours mode Parked Calls Shows the number of parked calls Unavailable This is displayed on the calling station when the called station has Do Not Disturb activated but is not being covered by voicemail Voicemail This is displayed on the calling station when the called station has Do Not Disturb activated but is being covered by voicemail See Voicemail Calls in Call History The phone can store and display recent calls Disconnected To end the call press Speaker Connected You are on a call Conference Call You are part of a conference call displayed on the left hand side of the display See Conference Calls Indicates that the displayed item is the currently selected item e The items displayed by your IP phone may differ slightly from the items listed above 4602 and 5602 User Guide Page 4 IP Office 3 2 15 601079 Issue 3 6 June 2006 Basic Call Handling Features Answering a Call When a call arrives at your phone you hear a ringing tone and a flashing bell icon a appears on the associated call appearance display The following describes how to use your handset to answer calls To answer an incoming call Do one of the following e f you are not active on another cal
3. or e Your extension is busy on all Call Appearance keys or e You are away from the office e g when you are on holiday The following options are available for call forwarding e Tosetthe number to which your calls are forwarded dial 07 201 forwarding to 201 in this example e To switch Forward Unconditional On i e not Hunt Group dial 01 A D is displayed To switch it off dial 02 e To switch Forward On Busy On dial 03 To switch it off dial 04 e To switch Forward On No Answer On dial 05 To switch it off dial 06 e To switch Forward Hunt Group Calls On dial 50 To switch it off dial 51 This setting is for Forward Unconditional On only Diverting Calls You can divert your calls to another extension In the examples below Nis the extension to which you want your calls diverted Note e f you do not answer calls at the temporary extension they are forwarded to your own voicemail or call forwarding number To divert calls at another extension e Dial 12 N from the extension you are temporarily using e Dial 13 N to re direct the calls back to your own extension before you return to it To divert calls at your own extension e Dial 14 N from your own extension e Dial 14 to cancel either feature from your own extension 4602 and 5602 User Guide Page 11 IP Office 3 2 15 601079 Issue 3 6 June 2006 4602 and 5602 User Guide Do Not Disturb You may choose to receive no calls
4. at all or only those from particular callers on your exceptions list e To switch Do Not Disturb on with or without exceptions dial 08 An N is displayed To switch it off dial 09 e To add a number to the exception list dial 10 N e To delete a number from the exception list dial 11 N Note e Your callers other than your exceptions either hear busy tone or are re directed to your voicemail Voicemail You can enable voicemail to allow callers to leave messages when you are out of the office away from your desk or engaged on another phone call Voicemail messages can be retrieved internally or externally via any phone Your voicemail may be set up to deliver your messages by calling you whenever you hang up this feature is known as Voicemail Ringback Note e Not all systems support voicemail or have voicemail installed The following options are available for voicemail e To switch voicemail on dial 18 To switch it off dial 19 e To retrieve your voicemail dial 17 e To turn Voicemail Ringback on dial 48 To turn it off dial 49 Dialling a number while listening to your messages invokes further facilities e Once messages have been delivered they are held on the system for 24 hours this is fixed for Voicemail Lite but can be varied by your system administrator if your IP Office is equipped with VoicemailPro e You can collect your voicemail from another extension by using the PIN your system administrat
5. thea feds cca cheetivags A terh au eae nul zechelieeas ae yat 13 O Gea ne Hane ie te Seen ER ane inne E Se eRen acer oRen Se renee rene ee earn cee o cers 15 4602 and 5602 User Guide Page iii IP Office 3 2 15 601079 Issue 3 6 June 2006 The Telephone About this Guide This guide describes how to use all the features on your Avaya IP Office 4602 5602 phone For basic phone settings and functionality refer to the relevant Quick Reference Guide for your IP Office phone Further information about IP Office is available from www avaya com support and also from www avaya com ipoffice knowledgebase Overview This guide covers the use of the 4602 and 5602 phones on the IP Office phone system Both phones are similar however the 5602 is only supported on the IP Office whereas the 4602 is supported on a range of Avaya phone systems 4602 and 5602 User Guide Page 1 IP Office 3 2 15 601079 Issue 3 6 June 2006 4602 and 5602 User Guide 1 Note Display and Call Appearance Keys Two Call Appearance Keys allow you to handle multiple calls and the display shows call information Details on system features allocated by your system administrator can also be displayed Message Lamp This lamp is used as follows On Continuous There are new messages in your voicemail mailbox or in another mailbox for which you have been configured to receive Message Waiting Indication E Messages Access the mailbox Call Handling Buttons
6. transfer and or use can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at http support avaya com ThirdPartyLicense Avaya 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 Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to securityalerts avaya com For additional support telephone numbers see the Avaya Support web site http www avaya com support Trademarks Avaya and the Avaya logo are registered trademarks of Avaya Inc in the United States of America and other jurisdictions Unless otherwise provided in this document marks identified by and SM are registered marks trademarks and service marks respectively of Avaya Inc All other trademarks are the property of their respective owners Documentation information For the most curr
7. AVAYA IP Office 3 2 4602 and 5602 User Guide 15 601079 Issue 3 6 June 2006 O 2006 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document may be incorporated in future releases Documentation Disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Link Disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End Us
8. VENING ar e eee cies 11 do NOt disturb ccccccoononnnonnnnnccononaconnnnoncnonornnnns 12 13 F OM MA ai 13 f rwardin cia tt 5 13 4602 and 5602 User Guide IP Office 3 2 H Oli A Rein 7 PUNO Uca ai 13 l INCOMING Call aaas eieren ata 5 M MakingicallS tics a iia ite 5 message iia iii 9 P park earen n tal oda alii do 13 A ind iain ie areola lied 13 R r dial cscs wets etapa ak Riedie 6 AE E EE OT 13 nng cadentes ionar Arana kiai A E ea a ARAKEA 10 S Speak AT E 6 T COGS iE a a E 13 A orea EE 8 V VOICE MA mitin aaa 12 13 VOUME ira 1 Page 15 15 601079 Issue 3 6 June 2006 4602 and 5602 User Guide Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya an
9. d is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubsOavaya com 2006 Avaya Inc All rights reserved Avaya Unit 1 Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com ipoffice knowledgebase 4602 and 5602 User Guide Page 16 IP Office 3 2 15 601079 Issue 3 6 June 2006
10. ent versions of documentation go to the Avaya Support web site http www avaya com support or the IP Office Knowledge Base http marketingtools avaya com knowledgebase Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Table Of Contents The TELE PN ONG ive iia 1 ADOUTAIS QUIE poe ee dto tds Tetera 1 A a3 ted wane ciel dae seed asics wice elias eee tice wee tpins vase haa cise Elna eve adcea tude tgien egua duane lass eeensdaseettcareceedaneaetlaareeleas 1 Ss do cat waste eet NO 3 Call Appearance Key ICONS A Rd cee Aaah ed RU eere es 3 AP O eee 4 Basic Call HandliNd FeatUreS eaea a daa 5 PVIGWENIC a Al aot ale a o a eat center ra et ca ted ea E eats Mes edhe 5 Making a Gallica ss iaaa cta 5 AE A OO 6 Ao asteroide dcdl 6 O 6 MUTE A A A A EE ath beara 6 A ees errr EN a MEE Dae tCer TUN oy tre eMC ees oS ee re eee Tee 7 A ee Reale em tte ene Meee eee Nee eee Meee ete Ma cae Neue 8 COMO Nesta iria 9 MESSI ca est fe rer a a crete os o a o re e dah nO 9 System F atur S sianhe aeea a e a e aa aeea aE aa 10 A A A e a ete ae 10 Answering Calls ksss arriero letales 10 Gall FO tarro ada 11 o Po LAR emily Sit te tat hle NSS Sie 11 DO Not DIS a iaa 12 O 12 Default Feature A tae fee ea aceite daa et
11. er a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End User License Type s Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reproduction
12. ge Waiting Indication 4602 and 5602 User Guide Page 9 IP Office 3 2 15 601079 Issue 3 6 June 2006 System Features Introduction As well as your phones specific features you can access a number of system features by dialling short codes These instructions are for the system s default configuration They assume that you are using the default feature codes lt also assumes that you have full access to all features and the public phone network Answering Calls To answer a call at your own extension e Pick up the handset and begin speaking The default ringing cadences are e Internal calls single ring cadence e External calls double ring cadence These can be changed by your system administrator To answer a call at another extension You can answer from your own phone by using Call Pick Up lift your handset and dial e 30 to answer a call ringing anywhere e 31 to answer a call within your group e 32 201 to answer the call for a particular extension in this example 201 Note e f your phone rings for any longer than a specified period 15 seconds in default any re direction feature that you have activated such as voicemail or call forwarding will come into effect 4602 and 5602 User Guide Page 10 IP Office 3 2 15 601079 Issue 3 6 June 2006 System Features Call Forwarding Your calls can be forwarded to another extension or an external number when e You are away from your desk on no answer
13. ialed e Press Redial Speaker The Speaker facility allows you to monitor incoming calls but you must use the handset to speak to the caller You can also use Speaker to terminate an existing call lt Speaker switches the speaker on off The light associated with this button turns on when the speaker is active Mute With a call in progress you can stop the other party from hearing you To switch off your handset microphone e Press Mute The lamp beside MUTE comes on 4602 and 5602 User Guide Page 6 IP Office 3 2 15 601079 Issue 3 6 June 2006 Basic Call Handling Features Hold If with a call in progress a second call arrives and is shown against a Call Appearance key you can then Hold the first call and answer the second call To put an existing call on hold 1 Press Hold or or with Y against it The symbol changes to w showing that the line is on hold 2 Answer the second call by pressing the Call Appearance button with a against it The symbol changes to showing that the line is connected To return to the held call 1 If you have a call in progress then first put that call on hold as above 2 To retrieve a held call press the Call Appearance button with w against it Notes e After a pre set time defined by your system administrator you are reminded that you have a call on hold by changing for a few moments to a and the phone ringing e If the system feature AutoHold is
14. l answer the call by lifting your handset You can also press lt Speaker to listen to the incoming call but you must use the handset to speak to the caller or e f you are active on a call already place the active call on Hold and then answer the incoming call see Hold Making a Call You can make calls from the phone using a variety of methods as follows To manually make a call 1 Dial the required number on the key pad remember to include the required access code for example 9 for an outside line and listen to the progress of the call 2 Adjust the speaker volume as necessary To change the volume press w and Eight volume levels are displayed 3 If the call is not answered press lt Speaker or to clear the call press LY Drop or When the call is answered you must pick up the handset to speak to the called party To automatically make a call e To have the phone dial the last number that you dialed press 2 Redial and E gt 4602 and 5602 User Guide Page 5 IP Office 3 2 15 601079 Issue 3 6 June 2006 4602 and 5602 User Guide Clearing a Call To clear an established call Do one of the following e Replace the handset or e Press Y Drop You will hear dial tone unless you are in call centre mode where the line is silent Redial The Redial feature automatically redials the last extension or outside number up to 24 digits you dialed To redial the last number that you d
15. ll Waiting On Call Waiting Off Voicemail Collect Voicemail On Voicemail Off Set Hunt Group Night Service Clear Hunt Group Night Service Toggle Calls Call Pick Up Any Call Pick Up Group 4602 and 5602 User Guide IP Office 3 2 32 N 33 N 34 35 N 36 37 N 38 N 39 40 41 42 43 44 45 N 46 47 48 49 50 51 52 53 N 57 N 70 N Call Pick Up Extension Call Queue Hold Music Extn Login Extn Logout Park Call Ride Call Relay On Relay Off Relay Pulse Relay On Relay Off Relay Pulse Call Steal Call Steal Conference Add Voicemail Ringback On Voicemail Ringback Off Forward Hunt Group Calls Off Clear Call Call Pickup Members Forward Hunt Group Calls On Forward On Busy Number Dial Physical Extn by Number 71 N Dial Physical Extn by ID Page 13 15 601079 Issue 3 6 June 2006 Index A about I SEE E E EEA EE T 1 B DUO E EE AEE RAET EEA A EEEN 1 C call MSW Pinilla 5 10 A reaa an eE Ute teravtcd aelebenteas 6 CONTELENCEN aens a A AAT r 9 TORWAMGUING lacra 11 13 Nolda A a aTa AA 7 AATAS EE TEE tail rada 5 M TS il ad 6 DIC Upon hi teeta etre taney 13 POCA ess O 6 ase A A A 8 WAI cere rere eerer reer reer creer 13 Call appearance keyS cooooooccccconocccccononcccnonancncnnnancnnnnno 3 anI AeIE E EETA T 9 D default feature codes occcccococicicocicininininnnnnninineninnnns 13 CI
16. ls or transfer or conference If you are set to receive call waiting indication the waiting call is shown against the next call appearance key Caution e Although the system administrator can replace the Call Appearance Keys with Bridged Line and Call Coverage Appearance Keys this would severely restrict the use of features such as conference and transfer It is for this reason that it is strongly recommended that all Call Appearance keys remain at their default settings Call Appearance Key Icons The icons displayed against the Call Appearance Keys allow you to determine the status for example on Hold of each call Icons also indicate whether a feature has been activated for a particular button Incoming Call a A a symbol next to a call appearance key indicates an incoming call To answer the call and put any other current call on hold press G B Connected 3 A Y symbol next to a call appearance key indicates that it is the currently connected call The caller s phone number if available is also shown On Hold e To put the call on hold press Hold or the adjacent gt usindicates a call on hold and an H is displayed e To take the call off hold press Hold 4602 and 5602 User Guide Page 3 IP Office 3 2 15 601079 Issue 3 6 June 2006 4602 and 5602 User Guide The Display B D 01 DISC CONN CONF Note Phone Locked Internal calls only Call Forwarding On See Call Forwarding
17. on consult your system administrator then you can hold an active call 9 by pressing the second call s a If AutoHold is off then pressing the second call s a will drop the first call e To transfer a held call see Transfer 4602 and 5602 User Guide Page 7 IP Office 3 2 15 601079 Issue 3 6 June 2006 4602 and 5602 User Guide Transfer The Transfer feature allows you to transfer a call from your phone to another extension or outside number To transfer the current call to another extension 1 With a call in progress press gt Transfer 2 When you hear dial tone dial the number to which the call is to be transferred 3 Do one of the following e To transfer the call without announcing it press PL Transfer again The transfer is complete e To announce the call before transferring it wait for the called party to answer e If the called party is willing to accept the call press Transfer again to complete the transfer e f the called party does not wish to accept the call press Y Drop To return to the held call press its call appearance button e If the line is busy or if there is no answer press LY Drop To return to the held call press its call appearance button To transfer a new call to a held call using Conference 1 With a call in progress and you wish to make an enquiry call or another call arrives press zz Hold Make or answer the second call The second call requires to be transfer
18. or has set up for you You can collect your messages if you are out of the office by either dialling from a number that has been registered for the purpose or by dialling your extension number and PIN when prompted If validation is successful then dial 2 to retrieve your mail e The system administrator also specifies the reception number to which the call is diverted if the caller dials 0 and your email address if your voicemail and email are integrated 4602 and 5602 User Guide Page 12 IP Office 3 2 15 601079 Issue 3 6 June 2006 Default Feature Codes System Features The following are the normal default feature codes available to all users Your system administrator may add additional codes for other features and for speed dials The N where shown should be replaced by the appropriate number For example with 07 N replace N with the extension to which you want your calls forwarded when you have forwarding switched on 00 01 02 03 04 05 06 O7 N 08 09 10 N 11 N 12 N 13 N 14 N 15 16 17 18 19 20 N 21 N 29 30 31 Cancel All Forwarding Forward Unconditional On Forward Unconditional Off Forward On Busy On Forward On Busy Off Forward On No Answer On Forward On No Answer Off Forward to Number Do Not Disturb On Do Not Disturb Off Do Not Disturb Exception Add Do Not Disturb Exception Delete Follow Me Here Follow Me Here Cancel Follow Me To Ca
19. red to the first held call 2 To transfer the new call to the held call press Conference and then press Y Drop The transfer is complete 4602 and 5602 User Guide Page 8 IP Office 3 2 15 601079 Issue 3 6 June 2006 Basic Call Handling Features Conference The Conference feature allows you to conference other parties including yourself into a call Note e The number of parties allowed in a conference is controlled by your phone system To add another party to a call 1 Press Conference 2 Dial the number of the person you want to add to the call 3 Wait for an answer If the called party does not answer or does not want to join the conference press Y Drop You can return to the held call by pressing its call appearance button 4 To add the person to the call press Conference again Repeat steps 1 through 4 for additional conference connections To add a held call to an active call e Press Conference All held calls are added to the conference Message Message is used to access the voicemail system if installed Once pressed the prompts given will depend on the type of voicemail system For further details refer to the Mailbox User Guides provided for the different voicemail systems supported by IP Office The message lamp at the top of the phone stays lit when there are new messages in your voicemail mailbox or in any other mailbox for which you have been configured to receive Messa
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