2420 Digital Telephone User’s Guide Release 4 555-250-701 Issue 3 November 2004
Copyright 2004, Avaya Inc. All Rights Reserved Notice Every effort was made to ensure that the information in this document was complete and accurate at the time of printing. However, information is subject to change. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty.
Electromagnetic Compatibility (EMC) Standards Installation and Repairs This product complies with and conforms to the following international EMC standards and all relevant national deviations: Before installing this equipment, users should ensure that it is permissible to be connected to the facilities of the local telecommunications company. The equipment must also be installed using an acceptable method of connection.
Contents Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Support for Call Center Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Support for Optional Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Safety Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 2420 Telephone Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Saving a Call Log Entry to Your Speed Dial List . . . . . . . . . . . . . . . . . . . . . 36 Deleting a Call Log Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 The Label Action Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Working in the Label Action Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Managing Your Call Appearance/ Feature Button Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Overview The 2420 Digital Telephone is a multiline digital telephone for use with an Avaya call processing system.
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.
Overview Base Units - M12LUCM Modular Base Unit Adapter Cord - HIC-1 “H-top” Headset Adapter Cord Cordless Headpiece/Base Unit - LKA 10 Cord Free Headset (900 MHz RF) Cordless Headset Adapter - MIP-1 Cordless Headset Adapter ● 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 assist a customer with the headset, your supervisor can use the speaker to listen to the conversation.
Safety Information Your 2420 telephone is manufactured according to industry standards for quality and safety assurance. When using your telephone, follow recommended safety precautions to reduce the risk of fire, electrical shock, and personal injury. See the 2420 Installation and Safety Instructions that were packaged with your telephone. 2420 Telephone Components See to Figure 1 to familiarize yourself with your 2420 telephone screen display, buttons, and programmable features.
2420 Telephone Components The following items correspond to the numbers in Figure 1. Table 1: The 2420 Telephone Components 1) Call appearance/feature buttons — Use to access incoming/outgoing lines and programmed features. An underscore indicates the currently selected call appearance. 7) Dialpad — Standard 12-button pad that allows you to dial telephone numbers.
2420 Telephone User Checklist The remainder of this guide contains procedures for using specific screens, features, and keys on the 2420 telephone. The following table directs you to sections explaining specific activities you can perform.
The Home Screen The Home Screen The Home screen consists of three pages and displays ● the available call appearance/feature buttons ● caller ID information ● the current date and time ● softkeys ● information provided by the Avaya call processing system Usually, you use the Home screen to perform standard call handling. When the 2420 telephone operates in normal display mode, eight call appearance/feature buttons appear on each page of the Home screen. See Figure 2.
Figure 2: Sample Home Screen - Page 1 a 206 : Timer b 206 : Abr Program c 206 : Call Pickup Directory : SendAllCalls 4:10PM New Calls: 4 SpDial 3/29/02 Log Option Label Navigating in the Home Screen Pages Navigating in the Home Screen Pages To Move to the previous or next Home screen page Return to Page 1 of the Home screen Press or respectively at any time Access the Speed Dial screen The SpDial softkey Access the Call Log Summary screen The Log softkey Access the Options screen The
The Home Screen Call Appearance and Call Identification Displays By default, the 2420 telephone has eight call appearance/feature buttons per screen page. When Call Center mode is enabled, 12 call appearance/feature buttons appear on the first two pages of the Home Screen. Starting with the first button in the upper left corner of the 2420 telephone and going down, the display identifies the buttons in the left column. These buttons are considered call appearance/ feature buttons 1 through 4.
Status Icons The icons displayed on the call appearance/feature buttons of your 2420 telephone are explained in the following table. These icons replace the functionality of the green LEDs and equivalent flash rates. Status Icons Icon Definition Ringing An incoming call is waiting to be answered. See Tones and Their Meaning on page 60 for information about the corresponding audio alert. Active The call you are currently handling. On hold A call currently on hold.
Call-Handling Features In addition, the following icons are displayed in certain feature-specific applications. Status Icons for Feature-Specific Applications Icon Definition Feature status Used by the Call Center Q Time feature. Feature status Used by the Call Center Aux Work feature. Feature status Used by the Call Center Service Observing feature.
Make a call You can make calls manually or automatically from the 2420 telephone. To make a call manually 1. Go off hook with the handset, headset, or speaker. 2. When you hear dial tone, press the dialpad buttons to enter the extension or telephone number. If you are calling an external number, you must include the required code (for example, “9”) to access an outside line.
Call-Handling Features To return to the held call Press the call appearance button of the held call. Note: Note: Your system manager might have administered the Unhold feature. In this case, you can return to the held call by pressing . Redial The Redial or Last Number Dialed feature automatically redials the last extension or outside number you dialed. The Redial feature can dial a maximum of 24 digits. To redial the last number that you dialed Press .
To change from the handset to the speakerphone 1. Press . 2. Hang up the handset. To end a speakerphone call Press again. To use the Group Listen feature (if administered) in which the handset or headset and the speaker are active at the same time While you are active on the handset or headset, press .
Call-Handling Features Note: Note: Your system manager might have administered the Transfer-on-Hang-up feature. In this case, you can transfer a call by pressing , dialing the number to which the call is to be transferred, and then hanging up. To cancel an attempted transfer, press the original call appearance. If your system has auto-hold activated, use to cancel a transfer so that the potential transfer recipient is not left on hold.
Getting Messages Message Your Message lamp turns on when a caller has left a message for you. Press your messages, and follow the prompts. Note: to retrieve Note: Your system manager must program certain features to activate the Message button. See your system manager if the Message button is not working properly. See Chapter 21, “Features and Technical Reference,” of the Administrator’s Guide for Avaya Communication Manager Software, Document No. 555-233-506 for Message button programming information.
The Speed Dial Screen Figure 3: Sample Speed Dial Screen Home : Lou Jane : Mary Jim : Patty John : Peter Select name to CALL or Choose action below Add Edit Delete Done From the Speed Dial screen, you can also ● add entries ● delete entries ● make changes to saved entries in your personal speed dial list See Managing Your Speed Dial List on page 25 for more information.
Working in the Speed Dial Screen Working in the Speed Dial Screen To Press Place a call to a displayed entry and return to the current Home screen The button associated with the entry View the next page of speed dial entries View the previous page of speed dial entries Use the index feature to locate a specific entry quickly Note: Note: The telephone must be on-hook when you use the index feature.
Managing Your Speed Dial List Managing Your Speed Dial List Using the Speed Dial screen, you can store up to 104 speed dial entries in your personal 2420 telephone directory. You can access this screen by pressing the SpDial softkey at the Home screen. When you have created a speed dial list, the Speed Dial screen displays the saved entries in alphabetical order. A single page displays eight entries. You can add entries, delete entries, and make changes to saved entries in your personal speed dial list.
Entering Characters Whenever you press a key on the dialpad, the alphabetic character associated with the key appears on the screen display. In some cases, you might need to press the same key repeatedly to select other alphabetic characters. For example, to enter “Jack:” ● Press 5 for “J.” This first letter is automatically entered as an uppercase letter. All the following characters in the word appear in lowercase. ● Press 2 for “a.” Then, press ● Press 2 three consecutive times for “c.
Managing Your Speed Dial List 2. Press the Add softkey. The Edit Name screen appears with the Name field underscored. Note: Note: If the directory is full, a message appears indicating that your Speed Dial list is full. You must delete an existing entry before you can add a new entry. See Deleting Speed Dial Entries on page 29. 3. Using the dialpad, enter the name for your speed dial entry. You can enter up to 13 characters.
To edit stored speed dial entries 1. From the Home screen, press the SpDial softkey. The Speed Dial screen appears. 2. Press the Edit softkey. The Edit Name screen appears. Note: You can use Note: and or the index feature to locate the entry you want to edit. 3. Press the feature button that corresponds to the entry you want to edit. The Edit screen appears with the Name field underscored. 4. Using the dialpad, edit the name for your speed dial entry. You can enter up to 13 characters.
The Call Log Screens Deleting Speed Dial Entries You can delete any of the speed dial entries saved in your personal 2420 telephone directory. To delete stored speed dial entries 1. From the Home screen, press the SpDial softkey. The Speed Dial screen appears. 2. Press the Delete softkey. The Delete screen appears. 3. Press the feature button that corresponds to the entry you want to delete.
The Call Log Summary Screen The Call Log Summary screen, which is accessed by pressing the Log softkey on the Home screen, displays the following call identification information: Note: ● For incoming calls—calling party name and telephone number, if this information is available from the call processing system. The caller’s name might be abbreviated if it is longer than 16 characters. ● For outgoing calls—the telephone number that you entered on the 2420 telephone dialpad.
The Call Log Screens Figure 5: Sample Call Log Summary Screen with Second Set of Softkeys 1 Jane King 732-555-7866... 2 Mary Smith 732-555-3322 ... 3 John Jetzt 72488 4 Patty Yee 908-555-1738... Use < > to scroll Select entry to view details All Delete Back Done When you select a call type, an arrow ( ) appears next to the softkey of the selected call type. The entries for the selected call type are displayed until you press the softkey of a different call type.
Working in the Call Log Summary Screen Working in the Call Log Summary Screen To Press View information about a specific log entry The button associated with the entry View the next page of call log entries View the previous page of call log entries View unanswered (missed) calls The Missed softkey View incoming calls you answered The InAns softkey View calls you made The Outgo softkey View all entries in the call log. The 2420 displays Answered entries, Unanswered entries, and Outgoing entries.
The Call Log Screens Call Log Detail Screen The Call Log Detail screen, which is accessed from the Call Log Summary screen, allows you to ● View additional information, such as call type and the date and time that the call was processed. ● Make a call to the entry displayed directly from this screen. See Using the Call Log on page 35 for more information. Figure 6 shows a sample Call Log Detail screen.
Working in the Call Log Detail Screen Working in the Call Log Detail Screen To Press Make a call to the entry displayed The Call softkey View the next call log entry View the previous call log entry Use the index feature to locate a specific entry quickly Note: Note: The telephone must be on-hook when you use the index feature. Press 0 on the dialpad to move directly to the first call log entry. Press 1 to view the tenth call log entry. Press 2 to view the twentieth call log entry.
Using the Call Log Using the Call Log The Call Log feature is factory set to record answered, unanswered (missed), and outgoing calls. For information on disabling the Call Log or changing the call types you want logged, see Call Log Setup on page 46. Viewing the Call Log To view the list of all calls recorded in the Call Log 1. From the Home screen, press the Log softkey. The Call Log Summary screen appears. 2. Press the appropriate softkey for the type of call entries you want to view.
Saving a Call Log Entry to Your Speed Dial List To save an entry in the Call Log to your Speed Dial List 1. From the Home screen, press the Log softkey. The Call Log Summary screen appears. 2. Use and to scroll through the Call Log Summary pages. 3. When you locate an entry you want to save, press the button that corresponds to the entry. The Call Log Detail screen for this entry appears. 4. Press the Save softkey. The Edit Name screen appears and shows the name and number information from the Call Log.
The Label Action Screen 3. When you locate an entry you want to delete, press the button that corresponds to the entry. The Call Log Detail screen for this entry appears. 4. Press the Delete softkey. The entry is deleted from the Call Log. To delete all entries from the Call Log 1. From the Home screen, press the Log softkey. The Call Log Summary screen appears. 2. To delete the entries for a specific call type, press the appropriate softkey.
Figure 7: Label Action Screen Choose action below Edit Inspect Restore Done Working in the Label Action Screen Working in the Label Action Screen To Press Change the label of a call appearance/feature button The Edit softkey View the system default labels for the call appearance/feature buttons The Inspect softkey Delete the customized labels of all the call appearance/feature buttons and restore all the system default labels.
Managing Your Call Appearance/ Feature Button Labels Managing Your Call Appearance/ Feature Button Labels Using the Label Action screen, you can ● customize the labels of the call appearance/feature buttons on the 2420 telephone and the EU24 Expansion Module (if installed) ● view the labels of the call appearance/feature buttons on the call processing system ● restore the default labels of all the call appearance/feature buttons You can access this screen by pressing the Label softkey at the Home scr
4. Using the dialpad, edit the label. You can enter up to 13 characters. By default, the first letter you enter appears in uppercase, and the following characters appear in lowercase. Note: Note: Note: You can use the Case softkey to switch between uppercase and lowercase. You can use the Space softkey to insert a space between first and last names. If you are entering special characters, you can use the * (star key) to cycle through the period and star characters.
Managing Your Call Appearance/ Feature Button Labels 4. Perform one of the following steps: ● To return to the Label Action screen, press the Done softkey. ● To return to page 1 of the Home screen, press . Restoring the System Labels You can delete the custom labels you created for the call appearance/feature buttons and restore the system labels from the call processing system. Note: Note: This procedure restores the system labels for all the call appearances/feature buttons.
The Options Screen The Options screen, which you access by pressing the Option softkey at the Home screen, allows you to set the following options: ● ring pattern ● screen contrast ● log setup ● visual ring (Flash Message Lamp option) ● whether you want the 2420 to continue to display the current screen when you receive an incoming call instead of showing the Home screen (Show Phone Screen option) ● whether you want the 2420 to continue to display the Speed Dial screen when you make a call from a
Selecting Personalized Options Working in the Options Screen Working in the Options Screen To Press Select an option The associated button Return to the Home screen in which you worked previously The Done softkey Return to page 1 of the Home screen Note: at any time Note: If you press , a second screen appears. Use this screen to enable and disable the Automatic Gain Control (AGC) feature for the handset, headset, or speakerphone.
3. Press the Ring Pattern feature button. The Select Ring Pattern screen with the current ring pattern appears. 4. Use Note: and or the dialpad to cycle through all eight ringing patterns. Note: To listen to a specific ring pattern, press the Play softkey for a selected ring pattern number. 5. Perform one of the following steps: Note: ● If you want to save the ringing pattern that you have just selected, press the Save softkey.
Selecting Personalized Options 5. Perform one of the following steps: ● If you want to save the setting you just selected, press the Save softkey. You will hear a confirmation tone, and you are returned to the Options screen. ● If you want to return to the Options screen without changing the setting, press the Cancel softkey. ● If you want to return to page 1 of the Home screen without changing the setting, press .
Display Contrast The Contrast option on the Options screen allows you to choose a contrast level for your telephone display. You can choose from among fifteen levels of contrast. To select a contrast level 1. From the Home screen, press the Option softkey. The Options screen appears. 2. Press the Contrast feature button. The Display Contrast screen appears. 3. Use and to adjust the level of contrast.
Selecting Personalized Options To specify the call types that you want to appear in the Call Log 1. From the Home screen, press the Option softkey. The Options screen appears. 2. Press the Log Setup feature button. The Call Log Setup screen appears. The current Yes/No setting is underscored for the selected item. 3. Press the appropriate button on the right side of the display. For example, press feature button 6 to select the Answered call type and change the Yes/No setting with a single button press. 4.
4. Perform one of the following steps: ● If you want to save the setting you just selected, press the Save softkey. You will hear a confirmation tone, and you are returned to the Options screen. ● If you want to return to the Options screen without changing the setting, press the Cancel softkey. ● If you want to return to page 1 of the Home screen without changing the setting, press .
Selecting Personalized Options To erase personalized settings 1. From the Home screen, press the Option softkey. The Options screen appears. 2. Press the Erase... feature button. The Erase screen appears. 3. Press the feature button next to each item you want to select to be erased. If you want to select all of the items to be erased, press the All feature button. An icon ( ) appears next to each setting you selected. Note: Note: To unselect an item, press its feature button again. 4.
3. Press the Yes/No softkey or feature button 6 to indicate whether you want Stay in Speed Dial enabled. 4. Perform one of the following steps: ● If you want to save the setting you just selected, press the Save softkey. You will hear a confirmation tone, and you are returned to the Options screen. ● If you want to return to the Options screen without changing the setting, press the Cancel softkey. ● If you want to return to page 1 of the Home screen without changing the setting, press .
Selecting Personalized Options Language When the 2420 telephone is first installed, it is set to display screen text in English. The Language option on the Options screen allows you to choose another language, including: ● German (Deutsch) ● French (Français) ● Spanish (Español) ● Italian (Italiano) ● Dutch (Nederlands) ● Portuguese (Português) ● Japanese (Katakana) To select a screen display language 1. From the Home screen, press the Option softkey. The Options screen appears. 2.
Using Selected Voice Features The following features are available only if your system manager has administered them as feature buttons on your 2420 telephone or has supplied you with the required feature access codes. Abbreviated Dialing/Automatic Dialing (AD) The Abbreviated Dialing (AD) feature allows you to store selected telephone numbers for quick and easy dialing.
Using Selected Voice Features 3. Press the # key to save the entry. 4. Press another Abbreviated Dialing button to program. Note: Note: If you make a mistake while programming, press the # key to save the entry and then start over. To call a number using an Abbreviated Dialing button Press the Abbreviated Dialing button to automatically dial the stored number.
To park a call at your extension (for retrieval at any extension) when a Call Park button is not administered 1. Press . 2. Enter the Call Park feature access code. 3. When you hear confirmation tone, hang up. To retrieve a parked call from another extension 1. Pick up the handset or press . 2. Dial the Answer Back feature access code. 3. When you hear a dial tone, dial the extension at which you parked the call. If returning to a call parked at your telephone, dial your own extension.
Using Selected Voice Features Leave Word Calling The Leave Word Calling (LWC) feature leaves a message for a person at another extension to call you back.
Send All Calls The Send All Calls feature temporarily sends all your calls to your voice mail system or to another extension in the same system. Priority calls and automatic callbacks are not redirected by the Send All Calls feature. Note: Note: Before you can use this feature, your system manager must provide a coverage path for your extension. To send all calls except priority calls and automatic callbacks immediately to coverage 1. Press the off-hook).
Using Selected Voice Features To make an important announcement such as an incoming call to someone at another extension busy on another call 1. While off-hook, press the the extension. WhisperAct button or dial the Whisper Page access code, and dial Both people on the other call hear a beep. Only the person whom you called hears your announcement. 2. Speak to the person you called.
Using Display Features The following features are available only if your system manager administered them as feature buttons on your 2420 telephone. Call Timer and Timer The Call Timer and the Timer features measure elapsed time on a call. The Call Timer feature, once activated, measures elapsed time automatically on all calls until you turn off the Call Timer feature. The Timer feature, which you turn on and off manually, allows you to determine which calls you want to time on an individual basis.
Using Display Features 4. To search for a new name, press the Directory button, and repeat Steps 2 and 3. 5. When you are ready to exit the directory, press . To place a call to the name shown on the display 1. Pick up the handset. 2. While the name is shown, press the Make Call button if administered as feature button "call-disp" or, if you do not have a Make Call button on your telephone, press , and then dial the number from the dialpad. Note: You can also leave your handset on-hook.
Tones and Their Meaning Note: Note: The following tables describe the defaults for each ringing and feedback tone. Check with your system manager to verify if the descriptions in the Meaning column are accurate for your system. Ringing Tones are produced by an incoming call. Ringing Tones Rings ◆ Meaning 1 ring A call from another extension. 2 rings A call from outside or from the attendant. 3 rings A priority call from another extension, or from an Automatic Callback call you placed.
Tones and Their Meaning Feedback Tones Tones Meaning coverage One short burst of tone. This tone indicates that the system sent your call to another extension to be answered by a covering user. dial A continuous tone. This tone indicates that you can start to dial. intercept/ time-out An alternating high and low tone.
2420 Digital Telephone User’s Guide
Index Index Numerical 200A Module Analog (U.S.) Adjunct Interface 201A Module Recorder Interface . . . . . . 20A Stand . . . . . . . . . . . . . . . . . 2420 telephone display features . . . . . . . . . . . . . feedbacktones . . . . . . . . . . . . . personal directory . . . . . . . . . . . . ringing tones . . . . . . . . . . . . . . supported languages . . . . . . . . . . 2420 telephone components . . . . . . . . 2420 telephone display . . . . . . . . . . . . . . . .9 . . . . .9 . . . . .9 . . . . . . .
Index F O feature . . . . . . . . . . . . . . . . . . . . 22, 54 feedback tones . . . . . . . . . . . . . . . . . . 60 Flash Message Lamp option . . . . . . . . . . . . 44 Option softkey . . . . . . optional devices supported options . . . . . . . . . . Call Center Mode . . . Call Log setup . . . . . display contrast . . . . Display Mode . . . . . Erase . . . . . . . . . Erase All . . . . . . . Flash Message Lamp . Language . . . . . . . ring pattern . . . . . . Self Test . . . . . . .
Index Speed Dial List . . . . . . . . adding entries . . . . . . . editing entries . . . . . . . index feature . . . . . . . . saving entries from Call Log . Speed Dial screen . . . . . . . navigating . . . . . . . . . status icons . . . . . . . . . . Stay in Speed Dial option . . . . Stay in Speed Dial Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25, 29 . . 26 . . 27 . .
Index 66 2420 Digital Telephone User’s Guide