Avaya 555-250-701 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 Using Display Features Tones and Their Meaning Index 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 Call Log Summary screen is displayedEntry is saved to your Speed Dial List Saving a Call Log Entry to Your Speed Dial ListDeleting a Call Log Entry Entry is deleted from the Call LogLabel Action Screen Label Action ScreenWorking in the Label Action Screen Working in the Label Action ScreenLabel Action screen is displayed Managing Your Call Appearance/ Feature Button LabelsEditing Labels Label Select screen is displayedViewing the Default Labels To view the default labelsTo restore the default labels Restoring the Default LabelsLabel Restore screen is displayed Confirm Erase All prompt is displayedOptions 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 call a number using an AD button To program a number on an AD buttonCall Park To cancel Call ForwardingCall Forwarding All Calls To retrieve a parked call from another extensionMessage lamp goes on at the called telephone if so equipped Call Pickup and Directed Call PickupLeave Word Calling To pick up a call directly for someone else in your officeSend All Calls To cancel a Leave Word Calling messageTo cancel Send All Calls To leave a message without ringing an extensionWhisper 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