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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Avaya 2420 manual Support for Call Center Users

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.