IP Office 4602/5602 Phone User Guide
Contents
1. 42 43 44 A5 N 46 47 48 49 50 1 52 53 N 57 N 70 N 71 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 On Forward Hunt Group Calls Off Clear Call Call Pickup Members Forward On Busy Number Dial Physical Extn by Number Dial Physical Extn by ID Page 22 15 601076 Issue 05a 16 July 2009 Index A Answer Call 12 C Call Appearance Keys 8 Call Forwarding 18 Calls Answer 12 Clearing 13 diverting 19 Make 13 Parking 20 Clearing Call 13 Conference 15 D Default Feature Codes 22 Display 10 Diverting calls 19 H Hold 14 Introduction 18 L Logging Off 9 On 9 M Make Call 13 Message 15 Mute 14 N Not Disturb 19 O Off Logging 9 On Logging 9 Overview 7 P Parking Calls 20 Private Call 21 R Redial 13 S Speaker 13 T Transfer 15 U User 10 V Voicemail 21 4602 5602 Phone IP Office Index Page 23 15 601076 Issue 05a 16 July 2009 4602 5602 Phone Page 25 IP Office 15 601076 Issue 05a 16 July 2009 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 reserv2. AVAYA IP Office 4602 5602 Phone User Guide 15 601076 Issue 05a 16 July 2009 O 2009 AVAYA 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 User a li
3. If you are not active on another call answer the call by lifting your handset You can also press o SPEAKER to listen to the incoming call but you must use the handset to speak to the caller or e If you are active on a call already place the active call on HOLD and then answer the incoming call see Hold 14 gt 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 31to answer a call within your group e 32 201 to answer the call for a particular extension in this example 201 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 Note e If 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 5602 Phone Page 12 IP Office 15 601076 Issue 05a 16 July 2009 Call Handling Answering a Call 2 2 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 Y and
4. ah Eight volume levels are displayed 3 If the call is not answered press o SPEAKER or to clear the call press 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 ie REDI AL and L gt 2 3 Clearing a Call To clear an established call Do one of the following e Replace the handset Press DROP You will hear dial tone unless you are in call centre mode where the line is silent 2 4 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 dialed e Press B i REDIAL 2 5 Speaker Pressing this key transfers the current call to the phone s speaker The adjacent lamp is lit when the speaker is in use Note however that the phone has no microphone and the handset is muted when the speaker is being used ie This is a listen only mode This button can be used to answer calls and to end calls being listened to on the speaker 4602 5602 Phone Page 13 IP Office 15 601076 Issue 05a 16 July 2009 2 6 Mute With a call in progress you can stop the other party from hearing you To switch off your handset microphone e Press amp MUTE The lamp beside Mute comes on e To re instate the 2 way conversation press E MUTE again 2 7 Hold If with a call in progress a sec
5. 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 e To Cancel All Forwarding dial 00 Notes e Cancelling all forwarding will also cancel any Follow Me you have set e To change the number you wish to forward your calls to simply set the number with the new extension 4602 5602 Phone Page 18 IP Office 15 601076 Issue 05a 16 July 2009 System Features Call Forwarding 3 3 Diverting Calls You can divert your calls to another extension using Follow Me Unlike Forward Follow me can only be used to divert calls to another internal extension on the same IP Office Note e If you do not answer calls at the temporary extension they are forwarded to your own voicemail or call forwarding number To use Follow Me Here from another extension In this case N is your home extension e Dial 12 N from the extension you are temporarily using e Dial 13 NX to re direct the calls back to your own extension before you return to it To use Follow Me To from your own extension In this case N is the extension to which you want your calls diverted e Dial 14 N from your own extension e Dial 14 to cancel either feature from your own extension Notes e Ifyou use the option 18 Cancel All Forwarding 18 your Follow Me will also be cancelled e Follow Me do
6. login code Note e Your login code if configured will be supplied by your Administrator e You have 4 attempts at logging on If you fail to logon correctly the message Invalid will be shown on the main display and you will hear the busy tone If you fail all 4 attempts to log on you must wait 90 seconds before any login will be accepted whether correct or not 1 3 Logging Off If you have been allocated a login code you can log your phone off to prevent unauthorized use during an absence or for privacy purposes If you are logging off from another extension the system will log you back in at your home extension unless the force login option is set Caution e Call Log entries and certain Speed Dial settings will remain on the extension even once you are logged out To log off the phone where you had logged on dial 36 4602 5602 Phone Page 9 IP Office 15 601076 Issue 05a 16 July 2009 1 4 No User The NoUser configuration will be used for extensions where the home user is not currently logged on for example e The home user is logged on to another extension e Forced login is enabled An extension set as NoUser will display the name NoUser and the extension number line will be blank or not available If required and you have been allocated a login code you can logon using your extension number and login code see Logging On 9 Note e Although calls may be made from an extension marked NoUser calls can
7. the current call to the phone s speaker The adjacent lamp is lit when the speaker is in use Note however that the phone has no microphone and the handset is muted when the speaker is being used ie This is a listen only mode This button can be used to answer calls and to end calls being listened to on the speaker 4602 5602 Phone Page 7 IP Office 15 601076 Issue 05a 16 July 2009 1 1 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 Estee The indicates which Call Appearance Call Appearance Keys 297 key iz 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 calls or transfer or conference If you are set to receive call waiting indication the waiting call is shown against the next call appearance key 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 Er b gt Connected J Ad symbol next
8. 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 S HOLD or the adjacent gt ws indicates a call on hold and an H is displayed e To take the call off hold press EE HOLD 4602 5602 Phone Page 8 IP Office 15 601076 Issue 05a 16 July 2009 The Telephone Call Appearance Keys 1 2 Logging On Your administrator has created your initial configuration so that you will be automatically logged on to your home extension However you may be required to log in for the following reasons e Forced login if your configuration does not allow automatic login to your home extension e To use an extension other than your own hot desking e f you or somebody else has logged you out of your extension Note e When hot desking any short codes you have setup on your home extension will be passed to the extension you have logged on to e Certain information such as speed dials and call log are telephone model dependent and will not be passed to the new extension e You will be able to hot desk to extensions on remote sites only if the Small Community Advanced Networking License is installed on that system To login to your home extension forced login enter 35 P where P is your login code To login at another extension hot desking enter 35 N P where N is your home extension number and P is your
9. 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 TM 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 current versions o
10. ark another call it is given your extension number followed by 1 and so on up to 9 Note e TO park a call using the short codes the call must first be put on HOLD To park a call to be picked up by any extension e Dial 37 N Where N is the slot id you have assigned Inform your colleagues of the parked call and the slot id you have assigned To Un park a call from another extension e Dial 38 N Where N is the assigned slot id To Park a call to your local extension e Dial 37 When you park a call to your local extension it is automatically given a slot id number based on your extension number followed by 0 If you park another call it is given your extension number followed by 1 and so on up to 9 For example if your extension is 201 the first parked call will be given the slot id 2010 To Un park a call on your local extension e Dial 38 If you have more than one call parked the call parked first will be the first call to be un parked 4602 5602 Phone Page 20 IP Office 15 601076 Issue 05a 16 July 2009 System Features Parking Calls 3 6 Private Call The Private Call feature is used to prevent any intrusions during the call Private call can be activated either before or during a call and will set the phone status to cannot be intruded until you switch the Private Call feature off If you place a call to an extension with Private Call on you will hear the Number Unobtainable tone Note e Priva
11. cense 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 transfer
12. es not apply to the following call types Voicemail Callback Automatic Call Back Hold or Park return 3 4 Do Not Disturb You may choose to receive no calls 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 1O 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 e The only call that will ignore the Do Not Disturb rule will be one where you were the original caller then performed an unsupervised transfer to another extension If that extension does not answer the call will be re directed to you as the originator 4602 5602 Phone Page 19 IP Office 15 601076 Issue 05a 16 July 2009 3 5 Parking Calls You can park one or up to ten calls allowing you to make and receive other calls You can also arrange for the parked call to be retrieved by another extension Note e The system only allows calls to be parked for a short while before reconnecting them the default setting is 5 minutes Once the set time is reached the parked call will ring back or if your extension is busy will ring back when your extension is free When you park a call it is given a slot id number based on your extension number followed by O If you p
13. es 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 O 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 and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs avaya com 2009 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 marketingtools avaya com knowledgebase 4602 5602 Phone Page 26 IP Office 15 601076 Issue 05a 16 July 2009
14. f 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 1 800 628 2888 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support 4602 5602 Phone Page 2 IP Office 15 601076 Issue 05a 16 July 2009 Contents 1 The Telephone 1 1 Call Appearance kees 8 PE eine 9 E A 9 TANO USE at EE 10 LS The DIS Dl Vcc 10 1 6 Personalized TRING zur zes 10 2 Call Handling 2 1 Answering a Cal sas 12 2 2 Making a Silke 13 2 3 Clearing Re UE 13 ZA Redal A RO 13 25 Speaker mataria 13 SCENE 14 2AT HOO A 14 23 llansier dd eos 15 Ree EE 15 21O de A O 15 3 System Features NITO UCI dd e a 18 3 2 Call Fonwardmg 18 39 Diverno Gall ze Mannes Men 19 3 4 IDO Not Heda ee 19 3 5 le e UE 20 0 Private Gallinas esse tati 21 3 7 VOICE mall asar 21 3 8 Default Feature Codes 22 SA e E CTN 23 4602 5602 Phone IP Office Contents Page 3 15 601076 Issue 05a 16 July 2009 Chapter 1 The Telephone 4602 5602 Phone Page 5 IP Office 15 601076 Issue 05a 16 July 2009 The Telephone 1 The Telephone This guide covers the use of the 4602 and 5602 phones on the IP Office phone system Both phones are similar
15. however the 5602 is only supported on the IP Office whereas the 4602 is supported on a range of Avaya phone systems 1 2 3 1 Display Call Appearance Two Call Appearance Keys allow you to handle multiple calls The display shows call information 2 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 GZ MESSAGES Access your voicemail mailbox 4 Call Handling Buttons HOLD Red button used to place a call on hold C C TRANSFER Transfers a call to another phone CCC CONFERENCE Sets up conference calls with more than one other person DROP Drops the current call or if on a conference call drops the last person to join the conference H REDIAL Redials the last number dialed or displays the last 6 numbers dialed from the phone depending on configuration via the Options menu Dial Pad Standard 12 button pad for dialling phone numbers ali Y Volume Controls Adjusts the speaker ringer volume depending on which is currently in use 7 E MUTE Turns the handset microphone on off When muted the associated light is on and the caller cannot hear you 8 HE Feature The system administrator can configure a number of special features which are then accessed by pressing this key followed by any of the keys O to 9 or 9 rf SPEAKER Pressing this key transfers
16. ifies the reception number to which the call is diverted if the caller dials O and your email address if your voicemail and email are integrated 4602 5602 Phone Page 21 IP Office 15 601076 Issue 05a 16 July 2009 3 8 Default Feature Codes 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 Sl 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 Call 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 5602 Phone IP Office 32 N 33 N 34 35 N 36 37 N 38 N 39 40 41
17. ng it an unsupervised transfer press Lat TRANSFER again The transfer is complete e To announce the call before transferring it a supervised transfer wait for the called party to answer e If the called party is willing to accept the call press Lat TRANSFER again to complete the transfer e If the called party does not wish to accept the call or there is no answer press DROP To return to the held call press I adjacent to it 2 9 Conference The Conference feature allows you to conference other parties including yourself into a call To add another party to a call 1 Press ECC CONFERENCE 2 Dial the number of the person you want to add to the call Ifthe called party does not answer or does not want to join the conference press DROP You can return to the held call by pressing its call appearance button To add the person to the call press Je CONFERENCE again 4 Repeat steps 1 through 3 for additional conference connections To add a held call to an active call e Press ccc CONFERENCE All held calls are added to the conference e The number of parties allowed in a conference is controlled by your phone system e To remove yourself from the conference hang up 2 10 Message e MESSAGES 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
18. not be received on that extension 1 5 The Display DISC CONN CONF Phone Locked Internal calls only Call Forwarding On See Call Forwarding 18 gt In Group You can enable disable group membership Held Call Shows the number of held calls See HOLD 14 gt Do Not Disturb On See Do Not Disturb 19 gt 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 Twinned The phone is being used as the twin of another phone Disconnected To end the call press rf 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 15 gt 1 6 Personalized Ring You can select one of 8 ring sounds for the phone To do this when the phone is idle press the CCC CONFERENCE button The phone will ring Press the button again until you hear the sound you want to use 4602 5602 Phone Page 10 IP Office 15 601076 Issue 05a 16 July 2009 Chapter 2 Call Handling 4602 5602 Phone Page 11 IP Office 15 601076 Issue 05a 16 July 2009 2 Call Handling 2 1 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
19. ond call arrives and is shown against a Call Appearance key you can hold the first call and answer the second call To put an existing call on hold 1 Press S HOLD or or DE with d against it The symbol changes to ws showing that the line is on hold 2 Answer the second call by pressing the Call Appearance button with amp against it The symbol changes to y 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 we 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 ur changing for a few moments to amp and the phone ringing e If the system feature AutoHold is on consult your system administrator then you can hold an active call di by pressing the second call s 4 If AutoHold is off then pressing the second call s A will drop the first call e To transfer a held call see Transfer 15 gt 4602 5602 Phone Page 14 IP Office 15 601076 Issue 05a 16 July 2009 Call Handling Hold 2 8 Transfer This feature allows you to transfer a call from your phone to another extension or outside number 1 With a call in progress press Lat TRANSFER 2 When you hear dial tone dial the number to which the call is to be transferred Then do one of the following e To transfer the call without announci
20. 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 Message Waiting Indication 4602 5602 Phone Page 15 IP Office 15 601076 Issue 05a 16 July 2009 Chapter 3 System Features 4602 5602 Phone Page 17 IP Office 15 601076 Issue 05a 16 July 2009 3 System Features 3 1 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 It also assumes that you have full access to all features and the public phone network 3 2 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 e Your extension is busy on all Call Appearance keys e You are away from the office e g when you are on holiday Note You must set the to which your calls will be forwarded to before using the other features The following options are available for call forwarding e To set the 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
21. te call is not a default feature If you require this option contact your administrator 3 7 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 administrator 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 spec
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