Avaya 2420 manual Support for Call Center Users

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Support for Call Center Users

To meet the needs of those working in call centers, the 2420 telephone offers the following:

•Call Center Mode operation—available from the Options Screen, this setting changes the standard display from 8 to 12 call appearance/feature button labels. When you select this mode, the bottom line of the screen display, which is used for softkey labels in standard mode, can contain four more call appearance/feature buttons with shortened labels.

•compatibility with a variety of headsets —works with one headset directly connected to the 2420 telephone via an amplifier adapter (HIC-1) cord. The following headsets are supported:

—Starset top H31

—Mirage top H41

—Mirage top H41N

—Supra Monaural top H51

—Supra Monaural NC top H51N

—Supra Binaural top H61

—Supra Binaural NC top H61N

—Encore Monaural Voice Tube H91

—Encore Monaural NC top H91N

—Encore Binaural Voice Tube H101

—Encore Binaural NC top H101N

—Tristar Voice Tube top H81

—Tristar Noise Canceling top H81N

—Duoset (Supra Starter) Voice Tube H141 Headband only

—Duoset (Supra Starter NC) Noise Canceling top H141N Headband only

—Duoset (Earset Starter) Voice Tub top H141 Earhooks only

—Duoset (Earset Starter NC) Noise Canceling top H141N Earhooks only

—Duoset (Starter Special VT) Voice Tube top H141 Headband & Earhooks

—Duoset (Starter Special NC) Noise Canceling top H141N Headband & Earhooks

•support for the Group Listen feature—when this feature is programmed, you can use the handset or headset and speaker of the 2420 telephone simultaneously. While you’re assisting a customer via the headset, your supervisor can use the speaker to listen to the conversation. Note that the operation of this feature is affected by the modules (if any) installed with your 2420 telephone. See “Speakerphone” on page 12 for details.

•recording capability (optional)—allows you to record conversations while you are assisting a customer (requires the 20A stand and 201A module described in “Support for Optional Devices.”)

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Contents Digital Telephone User’s Guide Hearing AID Compatibility Avaya Inc All Rights ReservedContents Page Overview Support for Call Center Users Safety Information Support for Optional DevicesTelephone Components 2420 Telephone ComponentsFollowing items correspond to the numbers in Figure Telephone User Checklist SeeHome Screen Sample Home ScreenNavigating in the Home Screen Pages Navigating in the Home Screen PagesCall Appearance and Call Identification Displays PressStatus Icons Status Icons for Feature-Specific ApplicationsStatus Icons Icon DefinitionCall-Handling Features Answer a callMake a call Redial Speed DialHold Speed Dial screen is displayedTo change from the handset to the speakerphone SpeakerphoneTo change from the speakerphone to the handset To end a Speakerphone callTransfer Transfer Completed message is displayedTo transfer the current call to another extension Getting Messages ConferenceMessage Speed Dial Screen Sample Speed Dial ScreenWorking in the Speed Dial Screen Working in the Speed Dial ScreenManaging Your Speed Dial List Quick Access to Speed Dial EntriesInsert Mode Entering CharactersDialing Conventions Adding Speed Dial EntriesTo add speed dial entries to your personal directory Edit screen is displayed with the Name field underscored Editing Speed Dial EntriesEdit Name screen is displayed To edit stored speed dial entriesDelete this entry? prompt is displayed Deleting Speed Dial EntriesDelete screen is displayed To delete stored speed dial entriesCall Log Screens Call Log Summary ScreenWorking in the Call Log Summary Screen Working in the Call Log Summary ScreenCall Log Detail Screen Sample Call Log Detail ScreenWorking in the Call Log Detail Screen Working in the Call Log Detail ScreenMaking Calls from the Call Log Using the Call LogViewing the Call Log Saving a Call Log Entry to Your Speed Dial ListEntry is deleted from the Call Log Deleting a Call Log EntryEntry is saved to your Speed Dial List To delete an entry from the Call LogOptions Screen Sample Options ScreenWorking in the Options Screen Working in the Options ScreenDisplay Contrast Selecting Personalized OptionsRing Pattern Options screen is displayedCall Log Setup New contrast level is setVisual Ringing Alert screen is displayed Visual RingSelf Test To set the Visual Ring optionDisplay Mode Call Center Mode Display Mode screen is displayedTo set the Display Mode option To erase all personalized settings Erase AllConfirm Erase screen is displayed Your language selection is saved LanguageSelect Language screen is displayed To select a screen display languageAbbreviated Dialing/Automatic Dialing AD Using Selected Voice FeaturesTo cancel Call Forwarding Call Forwarding All CallsTo retrieve a parked call from another extension Call ParkCall Pickup and Directed Call Pickup To pick up a call directly for someone else in your officeMessage lamp goes on at the called telephone if so equipped To cancel a Leave Word Calling messageLeave Word Calling To leave a message without ringing an extensionWhisper To cancel Send All CallsSend All Calls Both people on the other call hear a beepDirectory Using Display FeaturesCall Timer and Timer To search the directory for a nameTo use the Inspect feature InspectTo place a call to the name shown on the display Feedback Tones Tones and Their MeaningRinging Tones Rings MeaningCoverage Index NumericsPage
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2420 specifications

The Avaya 2420 and 5420 are part of Avaya's comprehensive portfolio of business communication solutions, designed to enhance productivity and collaboration in the workplace. These digital deskphones leverage advanced telecommunications technologies, offering features that cater to various business needs.

Starting with the Avaya 2420, this model is particularly recognized for its user-friendly design. It supports a variety of telephony features that enhance communication efficiency. The phone comes equipped with a standard backlit display, enabling users to easily navigate menus and read information even in low-light environments. The keypad is designed for comfort and reliability, facilitating quick dialing and access to frequently used features, such as hold, transfer, and conference calling.

The Avaya 2420 also supports a range of connectivity options, making it compatible with both older telephony systems and more modern IP-based solutions. Its plug-and-play capability ensures a straightforward setup, allowing businesses to integrate the device into their existing infrastructure without extensive configuration.

On the other hand, the Avaya 5420 is a more advanced model designed for users who require additional functionality and flexibility. This phone combines digital and IP capabilities, offering richer features suited for power users in high-volume environments. One of its standout characteristics is the large graphical display, which allows for easy access to user interfaces and multiple lines of communication.

The 5420 provides enhanced call handling with programmable keys, enabling users to customize their phone settings to meet their unique workflow needs. Additionally, it supports features such as voicemail integration and call logs, streamlining processes and improving responsiveness.

Both models utilize Avaya’s robust communication protocol, ensuring high-quality voice clarity and reliability. The integration of QoS (Quality of Service) technology ensures that voice data is prioritized over other types, maintaining call quality even in busy network conditions.

Moreover, both phones support various accessory options, such as headset connectivity, to accommodate users' diverse working styles.

In summary, the Avaya 2420 and 5420 are reliable digital deskphones that embody Avaya's commitment to enhancing business communications. They combine essential features, connectivity options, and user-friendly designs, catering to both basic and advanced telephony needs in modern workplaces.
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