Welcome to the AVA619H00 IP Office Telephone End-User Training

AVA619H00IP Office Telephone End User Training

Welcome to the AVA619H00

IP Office Telephone End-User Training


5400 Series Menu

1. Course Introduction

a. User Programmable Features

5. Advanced Call Handling

4. Basic Call Handling

6. Resources

b. System Administrator Programmable Features

7. Course Conclusion

3. Using Your 5400 Series Telephone

2. Specific 5400 Series Telephones


Introduction to IP Office Telephones

IP Office provides support for the following phones: • 2400 Series • 4400 Series • 4600 Series • 5400 Series • 5600 Series • 6400 Series • 3616 IP Wireless Telephone • 3626 IP Wireless Telephone • EU24 Expansion Module


Course Introduction

This course provides information on the IP Office 5400 Digital Series of telephone handsets.


Course Objectives

Upon successful completion of the 5400 Series section, you should be able to: • Articulate the benefits of telephone features. • Explain how to handle calls using the 5400 Series telephones. • Given a set of circumstances, select the appropriate telephone features to provide a solution. • Activate and program telephone set features. • Program features on the telephone using the Options and Label keys. • Create personal distribution lists and call logs using phones. • Access additional telephone support resources.


5400 Series Menu





6. Resources






5400 Series Telephone Overview

The 5400 Series of digital telephones provides increased:• Functionality• Efficiency• Productivity

Other benefits:• Improved design • Increased voice quality • Paperless button labeling• Local call log • Personal Speed dial directories • Convenient features that match functionality with user needs


5400 Series Telephones

The 5400 Series is comprised of the following digital phones: • 5402 • 5410 • 5420


5402 Telephone Overview

Features of the 5402 include:

• 2 x 24 character display • Two label-less call appearances • Listen-only speaker • Ten fixed feature keys • Hearing Aid compatible • Message Waiting Indicator • Eight personalized ring patterns • Desk or wall mountable


5402 Components

Message Indicator LightDisplay

Call Appearance Buttons

FeatureMute

Volume Control

SpeakerMessage

Hold

TransferConferenceDropRedial

Dialpad


5402 Telephone Dimensions

Specifications:

• Weight: 1.9 lbs (.9 kg) • Color: Multi-color gray



Features of the 5410 Digital telephone include:

• 5 x 29 display • 12 label-less call appearances • Full-duplex speakerphone • 14 fixed feature keys • Four soft keys • Headset jack • Local language customization • Eight personalized ring patterns • Desk or wall mountable


5410 Components

ConferenceDropRedial

Dialpad

TransferHoldMessages

Call Appearances Buttons

Message Indicator

Headset

Mute

Volume Control

SpeakerExitSoftkeys

Previous/Next Page buttons

Display


5410 Dimensions

Specifications:

• Weight: 2.4 lbs (1.1 kg) • Color: Multi-color gray



Features of the 5420 telephone include:

• 7 x 29-character display for easy viewing

• 24 call appearance/feature button

• Full duplex speakerphone • Switch automatically performs

button labeling • Online access to electronic

downloads • Local call logging • Speed Dial directory • Advanced user interface • Paper-less labels • Function Key Expansion Unit

(EU24) jack • Global ready icons


5420 Components

ConferenceDropRedial

Dialpad

TransferHoldMessages

Call Appearances Buttons

Message Indicator

HeadsetMute

Volume Control

SpeakerExit

Softkeys

Previous/Next Page buttons

Display


5420 Dimensions

Specifications: •Weight: 2.8 lbs (1.3 kg)•Color: Multi-color gray

Requirements:Connection to an IP Office Digital Station (DS) port


EU24 Expansion Unit Overview

Features:• Status icons • Extension features • 24 buttons arranged in two columns • Large display for button labels

Available on:• 2420 Digital telephone • 4620 IP telephone • 5420 Digital telephone • 5620 IP telephone

The EU24 is an optional function key expansion unit that extends the number of call appearance and feature buttons available for your telephone.


EU24 Specificationsand Requirements

Specifications: •Color: Multi-color gray

Requirements:•Must be connected to one of the following telephones:

– 2420 – 4620 – 5420 – 5620

The EU24 requires the Avaya 1151B1 power supply unit. Only 24 Call Appearances total are available. This module cannot be daisy-chained (connected) to another EU24 unit.


5400 Series Menu





6. Resources






5400 Series Introduction

Understanding how to use your telephone is critical to getting the most out of what your 5400 Series telephone has to offer.

This section covers:• Status icons • Call Appearance buttons

– Call Appearance – Call Coverage – Bridged Appearance – Line Appearance

• Options menu – Visual Ring

• Labels menu


Disclaimer

Depending on the version of telephone selected and the system programming features programmed by the system administrator, not all features may be available on your telephone.


5410 and 5420 Status Icons

Status icons indicate:• Status of each call • If a feature has been activated

.


5402 Status Icons

Status Icons

Icon Definition


Call Appearance Buttons

Call Appearance types:• Call Coverage• Bridged Appearance• Line Appearance.

Note: The Call Appearance buttons are administered by the System Administrator.


Call Appearance (CA) Buttons

The Call Appearance buttons:• Indicate an incoming call to your telephone with a status icon• Allow you to handle multiple calls

Below the Call Appearance icons, one of the following is displayed:• Caller’s telephone number (external calls). The caller’s

information will display if there is a match in the system.• Caller’s name and extension (internal calls) will display.


Call Coverage (CC) Buttons

Call Coverage (CC) buttons alert you to calls on another user's telephone if they are unavailable to answer. A feature button displays the other person's name on your phone. When the other user’s phone is busy, you are alerted to the call by a ring tone and visually by the diamond icon.


Call Coverage


Call Coverage (cont.)


Call Coverage (cont.)


Bridged Appearance

The Bridged Appearance buttons provide a mirrored state of another user’s Call Appearance buttons.


Bridged Appearance Demonstration


Line Appearance Buttons

The Line Appearance buttons:• Allow you to make or answer a call from a specific line


Line Appearance Demonstration


Options Menu

The Options menu provides personalization functions:• Ring Options• Contrast• Log Setup• Miscellaneous• Self-Test• Display Mode• Erase All• Language


Option Menu (cont.)

To select an option:

1. Press the button next to the option you wish to select.

2. To exit and return to the normal call handling screen press Exit.


Visual Ring

Alerts you to an incoming call from both the audible ring of the telephone and visually through the Message Waiting Lamp flashing.

To set up Visual Ring:

1. Press the Option button.

2. Press Ring Options.

3. Press Ring Pattern.

4.Press either the key next to the setting or press the Yes/No button.

5.Click Save to save your settings.


Label Menu

The Label menu allows you to:• Edit• Inspect• Restore

Before you select a button to label After you select a button to label


Checkpoint


5400 Series Menu





6. Resources






Basic Call Handling

Basic call handling features include: • Understanding Status icons • Using Call Appearance buttons • Answering a call • Making a call

– Speed Dials – Redialing a number – Call Log

• Placing a call on hold • Using the speakerphone • Transferring a call • Conferencing


Answer a Call

To answer a call:

• If you are not currently on a call, use the speakerphone, handset, or headset.

• If you are already on a call, place the current call on hold and press the Call Appearance button next to the blinking bell icon ( ).


Make a Call

To call Manually:1. Dial the number .2. Pick up the handset or speak.3. If the call is not answered,

press the Speaker button or the Drop button to disconnect.

To call Automatically:1. Press the Redial button and

press the call appearance key.2. Access the Call Log, the

Directory, or your Speed Dial directory, and select a person.


Speed Dial Directory

The Speed Dial Directory allows you to create a personal list of speed dials on the 5410 and 5420 telephones.

The personal Speed Dial Directory can be navigated by:• Pressing the arrow buttons to move between pages or keying the first

letter of the required name to jump to the page with a matching entry. • Pressing the button next to an entry to call the associated number. • Using the soft key buttons to perform other actions.


Adding a Speed Dial

To add a Speed Dial Entry:

1. Click on SpDial.

2. Click on the Add soft key.

3. Type the name of the person you are adding.

4. Click Number when name is entered.

5. Enter the person's telephone number.

6. Press Save, Cancel, or Exit.


Editing a Speed Dial Entry

To edit a Speed Dial entry:

1. Click on the Edit soft key.

2. Use the arrow keys to select a speed dial entry.

3. Select the Name button.

4. Edit the name and telephone number.

5. Press Save.

6. Select another speed dial to edit or press the Done button.


Deleting a Personal Speed Dial Entry

To delete a Speed Dial:

1. Click on the Delete soft key.

2. Use the arrow keys to select the Speed Dial entry.

3. When the entry is displayed, press the adjacent button.

4. Press Yes to delete the entry or Cancel to exit without deleting.

5. Select another entry to delete or press Done.


Dialing from the Speed Dial Directory

To dial a number:

1. Press the SpDial button.

2. Use the arrow buttons or key the first letter of the a name

3. When the entry displays, press the adjacent key.


Redial

To redial a number:

1. Press the Redial button.

2. Use the arrows to select a number.

3. Press the Call Appearance key of the number.


Redial (cont.)

The previously dialed numbers displayed on the Redial menu depend on the type of telephone:

• 5402: Displays the last number dialed• 5410: Displays the last three numbers dialed• 5420: Displays the last ten numbers dialed.


Using the Call Log

Call Log enables you to:• Place a call to the caller.• Save the information to

your speed dial directory.• Delete Call Log entries.

Information displayed includes:

• Name of the called or calling party (if available)

• Number of the called or calling party

• Date and time of the call


Setting Up the Call Log

To set up the Call Log:

1. Press the Option button.

2. Press the Log Setup button. A menu showing Answered, Un-Answered and Outgoing, with their current settings, is displayed.

3. To toggle a particular setting between Yes or No, press the key next to it.

4. Press Save, Cancel, or Exit.


Viewing the Call Log

To View the Call Log:

1. Press the Log button.

2. Press either of the arrow keys to display different pages of log entries.

3. Press the key next to the entry for details or press Done to exit.

4. Press Done to return tothe previous screen.


Making a Call From the Call Log

To make a call from the Call Log


2. Press an arrow key to display different pages.

3. Press the key next to the entry you want.

4. Press the Call button to make the call.


Saving an Entry to the Speed Dial Directory

To Save a Call Log entry to your Speed Dial Directory: 1. Press the Log button. 2. Press either arrow key to display pages. 3. To save an entry, press the key next it. 4. Press Save.

After pressing SaveBefore pressing Save


Deleting and Erasing Call Log Entries

To delete a Call Log entry:


2. Press an arrow key to display different pages.

3. Press the key next to the entry you want to delete.

4. Press Delete.

5. Press Exit.

To erase all Call Log entries:• Select the Erase All option from the Call Log menu.


Call Log Demonstration


Hold a Call

To place a call on hold:

1. Press the Hold button ( ). The held call will be indicated on the display by an On Hold status icon ( ).

2. Press the Call Appearance button to return to the call.


Hold Demonstration


Clear a Call

The Drop button:• Allows you to clear a call

from your telephone. • Acts as a personal drop

button in conference call situations.


Speaker

To initiate or answer a call:

1. Press the Speaker button ( ).

2. Make or answer the call, or access the selected feature.

3. Adjust speakerphone volume if necessary.

To change from speakerphone to handset:

• Pick up the handset and talk.

To change from handset to speakerphone:

1. Press .

2. Hang up the handset.

To end a speakerphone call:

• Press again.


The Transfer button allows you to transfer a call from your telephone to another extension or an outside number.

To transfer a call to another extension: • Press the Transfer button ( ). • Dial the number to which the call is to be transferred.

To finish the transfer:• Press again to make an unannounced transfer. • Press the Drop button if the called party does not answer and press Call Appearance to return to the call. • Announce the party you wish to transfer and press again.

Transfer


Conference

The Conference feature allows you to:

• Add other parties into a call without having to set up a conference bridge.

• Use Meet-Me Conferencing capabilities.

• Set up conferences for up to 64 parties without the needto pay for expensive hosting services.


Conference - Set Up and Add Parties

To add another party to a call: • With a call in progress, press

the Conference button ( ). The caller will be placed on hold.

• Dial or type the number of the person you wish to add to the conference.

• Once the called party answers and confirms they want to join the call, press again. – If the called party does not

answer or want to join the call, press the Drop button.

• Repeat these steps to add additional users to the conference call.


Checkpoint


5400 Series Menu





6. Resources






Introduction to Advanced Call Handling

Advanced call handling features provide additional methods of call handling.

In this section we will cover user programmable advanced call handling features, including:• Short codes• Call Forwarding All• Call Park• Call Pickup• Directory


User Programmable Features

User programmable features are features that can be programmed through the Admin and Admin1 function keys, including:

• Call Forwarding All • Call Park • Call Pickup • Directed Call Pickup

Also covered:•Default short codes that you can use to access features that may not be programmed on your telephone

Note: These buttons must be allocated to you by the System Administrator.


Short Codes

In addition to using specific phone features and components, you can also access a number of system features by dialing short codes.

You can use short codes to access features that may not be programmed on your telephone.

System short codes are available to every IP Office digital telephone user.


Default Short Codes

Code Definition Code Definition

*00 Cancel All Forwarding *32*N# Call Pick Up Extension

*01 Forward Unconditionally On *33*N# Call Queue

*02 Forward Unconditionally Off *34 Hold Music

*03 Forward on Busy On *35*N# Extn Login

*04 Forward on Busy Off *36*N# Extn Logout

*05 Forward on No Answer On *37*N# Park Call

*06 Forward on No Answer Off *38*N# Ride Call

*07*N# Forward to number *39 Relay On

*08 Do Not Disturb On *40 Relay Off

*09 Do Not Disturb Off *41 Relay Pulse

*10*N# Do Not Disturb Exception Add *42 Relay On

*11*N# Do Not Disturb Exception Delete *43 Relay Off

*12*N# Follow Me Here *44 Relay Pulse

*13*N# Follow Me Here Cancel *45*N# Call Steel

*14*N# Follow Me To *46 Call Steel

*15 Call Waiting On *47 Conference Add

*16 Call Waiting Off *48 Voicemail Ringback On

*17 Voicemail Collect *49 Voicemail Ringback Off

*18 Voicemail On *50 Forward Hunt Group Calls On

*19 Voicemail Off *50 Forward Hunt Group Calls Off

*20*N# Set Hunt Group Night Service *52 Clear Call

*21*N# Clear Hunt Group Night Service *53*N# Call Pickup Members

*29 Toggle Calls *57*N# Forward on busy number

*30 Call Pick Up Any *70*N# Dial Physical Extn by Number

*31 Call Pick Up Group *71*N# Dial Physical Extn by ID


Admin and Admin1 Programmable Features

Name Description Toggles Data

Acct Account Code Entry No Optional

AD Abbreviated Dial No Yes

Admin Self-Administer No No

AutCB Automatic Callback Yes No

CFrwd Call Forwarding All Yes Optional

CPark Call Park Yes Optional

CPkUp Call Pickup No No

Dir Directory No No

DPkUp Directed Call Pickup No Yes

Drop Drop No No

GrpPg Group Paging No Yes

HdSet Headset Toggle Yes No

HfAns Internal Auto-Answer Yes No

HGNS+Set Hunt Group Night

ServiceNo Yes

Park Call Park to Other Extension No Yes

Prog Abbreviate Dial Plan No Yes

RngOf Ringer Off Yes No

SAC Send All Calls Yes No

Spres AD Suppress Yes No

Timer Timer Yes No

TmDay Time of Day Yes No

Name Description Toggles Data

Park Park No Yes

<User> User No Yes

<Group> Group No Yes

<Number> Dial No Yes

Flash Hook Flash No No

Admin1 Programmable FunctionsAdmin Programmable Functions


Call Forwarding All (CFrwd)

Call Forwarding All:• Allows users to forward all

calls received at their extension to an external or internal number.

• Can be programmed with or without the number programmed.– If the number the call is to

be forwarded to is programmed, the number displays next to the CFrwd button.

– If the target number was not programmed, the user's current forwarding number is displayed.


Call Park (CPark)

The Call Park feature allows users to place a call on hold at another extension.

• Programmed with Data: If call park is programmed with data, the number entered is shown next to the CPark key and is the number assigned to the parked call.

• Programmed without Data: If call park is programmed without data, the key just displays CPark. Calls parked using this key are assigned a number based on the parking extension's number.

Programmed without Data Programmed with Data


Parking a Call

To park a call to another extension:

1. Press the CPark button.

2. When you hear the confirmation tone, hang up your telephone.

To retrieve a parked call:

1. Pick up the handset or press the Speaker button.

2. When you hear a dial tone, press the

CPark button.

3. Dial the extension number to which the cal was parked.

Note: If you are returning to a call parked at your extension, simply dial your extension number.


Call Park Demonstration


Call Pickup (CPkUp)

This feature allows you to answer calls at another extension.

• Call Pickup (CPkUp): Answers any call currently ringing to a

specified slot on the telephone system. • Directed Call Pickup (DPkUp): Answers a call currently ringing at a

specified user or group extension.


Call Pickup Demonstration


Directory (Dir)

The Directory function accesses the system directory.

Use the Admin key to program the Directory functions:• Extension Index: Search for a matching extension user name on the telephone

system. • Group: Search for a matching group on the telephone system. • Extrn: Search for a name match in the telephone system directory of external

numbers.

Note: The Directory function is not supported on the 5602 telephone

Before pressing the Dir key After pressing the Dir key


Checkpoint


5400 Series Menu





6. Resources






System Administrator Programmable Features

In this section we will cover the advanced call handling features that must be programmed by your system administrator. These features include:• Call Waiting • Do Not Disturb • Call Pickup Any• Call Steal/Acquire • Toggle Calls • Voicemail • Meet Me Conferencing • Forwarding Calls


Function Overview Layout

System Administrator programmable features: • Call Waiting • Do Not Disturb • Call Pickup • Call Steal/Acquire • Toggle Calls • Voicemail • Meet Me Conferencing • Forwarding Calls

System Administrators information: • Telephone Number• Programming Action• Button Label• User Programmable• Toggles


Call Waiting (CW)

Call Waiting allows a user who is already on a call to be made aware of another call to their extension.

Options:• Call Waiting On (CWOn): Enables call waiting for the extension. • Call Waiting Off (CWOff): Disables call waiting for the extension. • Call Waiting Suspend (CWSus): Suspends the current call at the exchange and answers the waiting call.


Do Not Disturb (DND)

The Do Not Disturb (DND) function temporarily halts all incoming calls to a user's telephone. Callers to the user will receive a busy tone or voicemail (if available). • Do Not Disturb On (DNDOn): Places the extension into the Do Not Disturb (no calls) mode. • Do Not Disturb Off (DNDOf): Takes the extension out of Do Not Disturb (no calls) mode. • Do Not Disturb Exception Add (DNDX+): Adds the specified number to the extension's Do Not Disturb exception list.


Call Pickup Any (PickA)

Call Pickup Any allows you to pick up any call ringing on the telephone system regardless of slot.


Call Pickup Group and Call Pickup Members

• Call Pickup Group (PickG): Picks up any ringing call to a group of which the extension is a member. Only for calls directed to the group.

• Call Pickup Members (PickM): Answers any call, internal or external, ringing at an extension that is a member of a specified group.


Call Pickup Types Demonstration


Call Steal (Steal)

Call Steal allows you to take over the call currently on the specified extension number or reclaim your last transferred call. • Programmed with Data Pressing Steal when the target extension has a call will take over the call.• Programmed without Data Retrieves the last call transferred from the extension if no extension

is entered. This includes calls diverted to voicemail.


Toggle Calls (Toggl)

• Cycles through each of the extension user's currently held calls starting with the first or highest Call Appearance line. This function cannot be programmed through the phone by the user.

• Pressing Toggl places the user's current call on hold and connects a previously held call.

Before pressing Toggl

After pressing Toggl


Toggling Demonstration


Voicemail (VM)

Voicemail allows you to access and manage messages as well as record and select greetings. This functions cannot be programmed through the phone by the user.

• Voicemail On (VMOn): Switches access to voicemail on your extension on.

• Voicemail Off (VMOff): Switches access to voicemail on your extension off.


Meet Me Conferencing

The Meet Me Conferencing feature allows users to access preset conferences by pressing the CnfRV button and entering an access or PIN code.

The System Administrator sets up this feature through the IP Office Manager application.

Meet Me Conferencing Inactive Meet Me Conferencing Active


Forwarding Calls (FW)

The Forward Calls group of features:• Allows you to forward calls to an internal number, external number,

or to voicemail. • Is programmed by the System Administrator.• Can be toggled on or off or canceled through the Cancel All

Forwarding function.

Methods of call forwarding include:• Forward on Busy Number (FwBNo) • Forward on No Answer • Forward on Busy • Forward Unconditional • Follow Me To • Follow Me Here


Forward on Busy Number (FwBNo)

Forward on Busy Number (FwBNo)

• Sets the extension's forwarding number for use with Busy and Forward On No Answer.

• Must be programmed by System Administrator


Forward On No Answer (FwNOn/FwNOf)

• Forward On No Answer On (FwNOn): Switches the extension to forward when there is no answer. Calls are then forwarded to the extension's Forward On Busy number that was programmed by the System Administrator.

• Forward On No Answer Off (FwNOf): Switches off Forward On No Answer.


Forward On Busy On/Off (BwBOn/BwBOf)

• Forward On Busy On (BwBOn): Switches the extension to Forward On Busy On. This means that if a caller receives a busy signal, the call will forward to the extension's set forwarding number.

• Forward On Busy Off (BwBOf): Turns the extension to Forward On Busy Off. This means that if a caller receives a busy signal, they will not be directed to another telephone number.


Forward Unconditional On/Off (FwUOn/FwUOf)

• Forward Unconditional On (FwUOn): Switches the extension to forward all calls except hunt group calls.

• Forward Unconditional Off (FwUOf): Turns off the Forward Unconditional feature.


Follow Me To (FolTo)

The Follow Me To feature:• Allows you to forward calls from your extension to a specified target

number such as a mobile or home phone number. • Is activated by pressing the FolTo button.• Is turned off by pressing the FolTo button again.

Follow Me To turned on Follow Me To turned off


Follow Me Here (Here)

The Follow Me Here function allows you to forward calls to yourself at another extension from that extension.

• Follow Me Here (Here+): Forwards calls from the target extension to this extension. • Follow Me Here Cancel (Here-): Cancels the use of Follow Me Here at the target extension.

Follow Me Here turned on Follow Me Here turned off


Forwarding Calls Demonstration


Checkpoint


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6. Resources






5400 Series Resources Overview

This section provides information on: • Websites. • Job Aids• Demonstrations


5400 Series Additional Information

Additional information on the 5600 Series can be found at:

• Avaya Support Web Site – Telephone Devices and User Agents

• Avaya Support Web Site

• Avaya Resource Library

• IP Office Products Web Site


5400 Series Job Aid Resource

Job aids for the 5400 Series of telephones include:

• 5400 Series Terminal Feature Comparison Job Aid

– Provides a chart comparing the features supported on the 5400 Series of telephones.

• 5402 Digital Telephone Quick Reference Job Aid – Provides a visual reference of the 5402

components.


components.


components.

• 5400 Series Feature Finder Job Aid – Provides an easy-to-use reference for end-

users who may not be familiar with feature names.


5400 Series Demonstrations

The following demonstrations are available on your course CD:

• Call Coverage• Bridged Appearance• Line Appearance• Placing a Call on Hold• Setting Up a Conference Call• Call Log• Picking up Calls - Call Pickup

and Directed Call Pickup• Picking up Calls - Call Pickup

Any, Call Pickup Group, and Call Pickup Members

• Parking a Call• Forwarding Calls to Mobile

Phone• Toggling Calls


5400 Series Summary

• Articulate the benefits of telephone features. • Describe the user and System Administrator programmable

features. • Activate and program telephone set features. • Program features on the telephone using the Options and

Label keys. • Create personal distribution lists and call logs using phones. • Access additional telephone support resources.

Congratulations! You have completed IP Office Telephone End-User Training on the 5400 Series of telephones.

Now you should be able to:


5400 Series Menu





6. Resources






Course Conclusion

Congratulations! You have completed the IP Office Telephone End-User Training course.

Now you should be able to: • Articulate the benefits of telephone features to a user and organization. • Given a set of circumstances, select the appropriate telephone features to provide a solution. • Activate and program telephone set features. • Access voicemail and set up greetings using phones. • Create personal distribution lists using phones. • Access additional telephone support resources.

Documents

Welcome to the AVA619H00 IP Office Telephone End-User Training