Avaya 2420 Support for Call Center Users

8 2420 Digital Telephone User’s Guide

Support for Call Center Users

To meet the needs of call center users, the 2420 telephone offers the following features:

●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 —the headset interface is compatible with the

following “H-top” headpieces and equipment:

Headpieces

- 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

Contents

Main Page Page Page Contents Page Overview Support for Call Center Users Support for Optional Devices Safety Information 2420 Telephone Components Page 2420 Telephone User Checklist The Home Screen Navigating in the Home Screen Pages Call Appearance and Call Identification Displays Status Icons Call-Handling Features Answer a call To answer an incoming call Make a call To make a call manually To have the 2420 telephone make a call automatically Speed Dial To use the Speed Dial feature to make a call to a personal directory entry Redial To redial the last number that you dialed Speakerphone To make or answer a call without lifting the handset, or to use the speakerphone with any feature To change from the speakerphone to the handset Transfer To transfer the current call to another extension Conference To add another party to a call To add a held call to an active call To remove the last person added to the conference call Getting Messages Message The Speed Dial Screen Page Working in the Speed Dial Screen Managing Your Speed Dial List Quick Access to Speed Dial Entries Editing Speed Dial Entries Entering Characters Dialing Conventions Adding Speed Dial Entries To add speed dial entries to your personal directory Editing Speed Dial Entries To edit stored speed dial entries Deleting Speed Dial Entries To delete stored speed dial entries The Call Log Screens The Call Log Summary Screen Page Working in the Call Log Summary Screen Call Log Detail Screen Working in the Call Log Detail Screen Using the Call Log Viewing the Call Log To view the list of all calls recorded in the Call Log Making Calls from the Call Log To make a call to an entry in the Call Log Saving a Call Log Entry to Your Speed Dial List To save an entry in the Call Log to your Speed Dial List Deleting a Call Log Entry To delete an entry from the Call Log To delete all entries from the Call Log The Label Action Screen Working in the Label Action Screen Managing Your Call Appearance/ Feature Button Labels Editing Labels To edit call appearance/feature button labels Viewing the System Labels To view the system labels Restoring the System Labels To restore the system labels The Options Screen Working in the Options Screen Selecting Personalized Options Ring Pattern To select a personalized ringing pattern Visual Ring (Flash Message Lamp) To set the Flash Message Lamp option Show Phone Screen To set the Show Phone Screen option Display Contrast To select a contrast level Call Log Setup To specify the call types that you want to appear in the Call Log Display Mode (Call Center Mode) To set the Display Mode option Erase To erase personalized settings Stay in Speed Dial Screen To set the Stay in Speed Dial option Self Test To have the 2420 telephone perform a self test Language To select a screen display language Using Selected Voice Features Abbreviated Dialing/Automatic Dialing (AD) To place a call using an Abbreviated Dialing list button or feature access code To program a number on an Abbreviated Dialing button To call a number using an Abbreviated Dialing button Call Forwarding All Calls To temporarily redirect all calls to an extension or outside number of your choice To cancel Call Forwarding Call Park Call Pickup and Directed Call Pickup Leave Word Calling To leave a message without ringing an extension To cancel a Leave Word Calling message Send All Calls To send all calls except priority calls and automatic callbacks immediately to coverage To cancel Send All Calls Whisper Page To respond to a Whisper Page Using Display Features Call Timer and Timer To use the Call Timer feature to measure elapsed time on telephone calls To use the Timer feature to measure elapsed time on an individual telephone call Directory Inspect To use the Inspect feature Tones and Their Meaning Page Page Index Numerical A B C F G H I L T U V W