Avaya 3905 Digital Deskphone Betriebsanweisung

Avaya 3905 Digital Deskphone User GuideAvaya Communication Server 1000Document Status: StandardDocument Version: 02.01Part Code: NN42370-110Date: Dece

10Introduction to your Avaya 3905 Digital DeskphoneAvaya 3905 Digital Deskphone FeaturesThe Avaya 3905 Digital Deskphone features:• eight Programmable

100Corporate Directorymatch, the screen displays No matches found for . . . (the text that you entered).6. Use the Navigation Keys to scroll through t

101Corporate Directory To exit the Corporate Directory application:orPress the Quit Key or the Applications Key.To copy an entry from the Corpora

102Accessories for the Avaya 3905 Digital DeskphoneAccessories for the Avaya 3905 Digital Desk-phoneOptional items are available for use with your Ava

103Accessories for the Avaya 3905 Digital Deskphone HandsetThe Handset does not accompany the Avaya 3905 Digital Deskphone. The Handset kit is a

104Feature Key chartFeature Key chartThe following chart indicates which type of feature key can be used for features, or whether features can be acce

105Feature Key chart Call Join YES NO NO NOCall Page NO NO YES NOCall Park YES NO NO NOCall Pickup YES NO NO NOCall Pickup, Directed NO NO YES

106Feature Key chartGroup Intercom Call NO YES NO NOIncalls NO NO NO YESInspect NO YES NO NOLast Number Redial NO NO YES NOMake Set Busy NO YES NO

107Feature Key chart Speed Call User YES YES YES NOStation Camp-On NO NO NO NOSupervisor NO YES NO YESSupervisor Observe NO NO NO YESSystem Spee

108Meridian SL-100 Feature Access Codes (FAC)Meridian SL-100 Feature Access Codes (FAC)Note: Contact your system administrator to obtain the FAC codes

109Meridian SL-100 Feature Access Codes (FAC)

11Introduction to your Avaya 3905 Digital Deskphone Available ACD Features on the Avaya 3905 Digital DeskphoneCommon Agent/Supervisor Features• H

110IndexAaccess the Personal Directory 91Accessories 102Accessory Connection Module 102ACD Features 11Activity Code Key 19, 38Agent Key 19, 48Agent Lo

111IndexDBA Expansion Module 103dialingpredial 55directorypassword protection 85Directory Number 13Directory/Log Key 85, 91Display Agent Status 52disp

112IndexDone Key 24Feature Key 25Navigation Keys 24Options Key 24Programmable Line (DN)/FeatureKey 25Quit Key 24Select Key 24Llanguage selection 25Las

113IndexQQuit Key 21, 24RRedial Last Number Called 56Redial List 88, 89, 98access 84Return from Walkaway 46Ring Again 56ring type 29Ringback/ring tone

12Introduction to your Avaya 3905 Digital DeskphoneACD Walkaway/Closed Key Operation. ACD-Limited Enhanced Agent Features. Line of Business Codes. AC

13Terms you should know Terms you should knowAgent Set – A telephone set configured to efficiently answer incoming calls that have been directed

14Terms you should knowDeskphone does not go off-hook when you press the In-Calls Key or press your Primary DN (Call Center DN).Paging tone – A Paging

15Your telephone’s controls Your telephone’s controlsThis section describes the features on the Avaya 3905 Digital Deskphone.Programmable Line/Fe

16Your telephone’s controlsand display contrast, as well as other feature settings.Applications KeyThe Applications Key allows you to access server ap

17Your telephone’s controls pressing the extension key next to the flashing indicator. Mute Key/When engaged in a call, you can press the Mute Ke

18Your telephone’s controlsIn-Calls Key/Press the In-Calls Key to answer incoming ACD calls. The In-Calls Key provides easy access to your Primary or

19Your telephone’s controls Call Agent Key/From a supervisor set, press the Call Agent Key (optional key cap) and dial an agent’s secondary DN to

© 2010 Avaya Inc. All Rights Reserved.NoticesWhile reasonable efforts have been made to ensure that the information in this document is complete and a

20Your telephone’s controlsAnswer Emergency Key/Press the Answer Emergency Key on the Supervisor ACD telephone to answer agent emergency calls.Answer

21Your telephone’s controls Application KeysQuit KeyPress the Quit Key to end an active application without affecting the state of any call on th

22Your telephone’s controlsContext Sensitive Soft Keys. In this configuration, you will only see it appear when you go off hook. In addition, it will

23Avaya 3905 Digital Deskphone Avaya 3905 Digital DeskphoneYour Digital Deskphone provides easy access to a wide range of business features.Your

24Options ListOptions ListThe Options List allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step through

25Options List Select a languageThe display is available in multiple languages. After you select Language. . . from the Options List menu;1. Use

26Options Listcorrect character appears.Note: Use the Case Key to change the case of the letter, as needed. Press the Up Navigation Key to access spe

27Options List Adjust Screen contrastThe Screen contrast option allows you to adjust the contrast of the display on your telephone. After you sel

28Options Listheadset speaker.

29Options List Choose Ring typeThe Ring type option allows you to choose from among the various ringing sounds available for your telephone model

3Table of contents Introduction to your Avaya 3905 Digital Deskphone 9Avaya 3905 Digital Deskphone 9Avaya 3905 Digital Deskphone Features 10Avai

30Options ListLive dial padThe Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select Live di

31Options List Press the Done Key to save changes. Press the Quit Key or Options Key to exit. Call timerThe Call timer enable option measures how

32Options ListHeadset typeThe Headset type option allows you to select one of the three different headset types: Type 1, Type 2, or Amplified. Select

33Options List Headset port external alerterWhen the Headset port external alerter option is activated, it supports a visual or audible alerter a

34Call Center headset interfaceCall Center headset interfaceThe Avaya 3905 Digital Deskphone is compatible with most headsets.Freeing your hands while

35Call Center headset interface adjust the volume setting in the Options Menu.Note: Refer to your distributor for the latest product bulletin fro

36Call Center agent/supervisor featuresCall Center agent/supervisor featuresThis section describes features and procedures for both the Call Center ag

37Call Center agent/supervisor features If the password option is assigned:After you enter your four-digit agent ID, you receive a special dial t

38Agent featuresAgent featuresThis section explains the features that are available to ACD agent positions. Activity Code Fixed Key to activate Line-o

39Agent features one or more non-ACD DNs (Individual DNs). Note 1: If you have ACD call forcing turned on, you hear an audible tone and the call

4Table of contentsHeadset type 32Headset port on call 32Headset port external alerter 33Display diagnostics 33Call Center headset interface 34Freeing

40Agent featuresThe MSQS Key/Lamp feature can be activated by any of the following actions:• you log in• an ACD call is presented to your position•

41Agent features 2. Your display shows information similar to the example above.The labels T1, T2, and T3, represent the threshold wait time for

42Agent featuresdisplay each time a call is presented to your position. The information includes the threshold level, the threshold type (CALLQ or WAI

43Agent features To make the set busy:/Press the Make Busy Key once. The indicator lamp turns on steady and “Set Busy Activated” is displayed. To

44Agent featurespressed.When you are ready to take ACD calls again:/2. Press the Not Ready Key again.Answer or Make Non-ACD CallsThe individual DN all

45Agent features If you are on a call and hear a buzz and the Supervisor indicator flashes: /1. Press the Hold Key. /2. Press the Supervisor Key.

46Agent featuresTo Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display): /1. Press the Not R

47Agent features To transfer an incoming Call Center or ACD call to another agent’s InCalls Key:/1. Press the Transfer Key. The other party is on

48Call Center supervisor featuresCall Center supervisor featuresYou can assign any feature listed in the “Agent features” section to the supervisor’s

49Call Center supervisor features Answer EmergencyWhen your phone rings steadily for 30 seconds and the Answer Emergency indicator flashes:/1. Pr

5Table of contents Display Agent Status 52Display Queue Status 53Your telephone non-ACD call features 54Make a Call 54Predial feature 55Auto Dia

50Call Center supervisor featurestelephone. The LED remains dark to denote that the supervisor can hear the conversation while the microphone for the

51Call Center supervisor features The indicator lights continuously. All calls in the queue and new calls receive Night Service, or are handled i

52Call Center supervisor featuresDisplay Agent StatusThe Display Agent feature gives you a summary of the current status of all agent positions for wh

53Call Center supervisor features Display Queue StatusThe Display Queue Status feature allows you to access the status of calls in an ACD Queue.

54Your telephone non-ACD call featuresYour telephone non-ACD call featuresThis section describes some non-ACD features commonly used for call processi

55Make a Call Predial featureThe Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial

56Make a CallTo display an Auto Dial number:1. Press the appropriate Auto Dial Key.2. Dial the telephone number (including access code) you want to st

57Make a Call To use Ring Again:1. Dial an individual DN and receive a busy tone.2. Press the Ring Again Key.The screen displays RING AGAIN IS AC

58Make a Callscreen without storing a speed call number. Note: A dash is automatically inserted after the required number of digits have been entered.

59Make a Call system, not your desktop telephone.To make a System Speed Call:1. Press the Individual DN Key. or 2. Press the System Speed Call Us

6Table of contentsTalk with more than one person 74Set up a conference call 74Call Join 75Preset Conference 75Call features 76Use Privacy Release 76Pa

60Make a CallIntercom CallThe Group Intercom feature connects a group of people through a Gpintercom Key. You can use the Group Intercom feature to ca

61Make a Call To make a Group Intercom All Call conference:1. Press the Gpintercom Key.2. Press the Octothorpe (#) Key to activate the Group Inte

62Answer a Calltheir Intercom Key lamp flashes.3. The other party can answer the call by pressing the Intercom Key.orAfter a two-second delay, an auto

63While you are away from your desk While you are away from your deskCall ForwardOn an ACD set, Call Forward can only be used on your Individual

64While you are away from your desk2. Press the Done Key to return to the previous screen.This action leaves Call Forward active.To cancel Call Forwar

65While you are away from your desk Forward Don’t Answer activa-tion is successful.2. Dial the DN where you want to forward your calls.To cancel

66While on an active callWhile on an active callPlace a call on HoldUse the Hold feature when you are on the line with one party on your secondary or

67While on an active call 2. Dial the DN number where you are transferring the call.3. Press the Swap Key to move between talking with the origin

68While on an active callIf the transferred call is not answered, your telephone rings:1. Press a DN Key. You connect back to the original caller.2. P

69While on an active call extension.To Park a call using the FAC:1. Press the Transfer Key. 2. Dial the Call Park FACIf you do not want the call

7Table of contents Use the Personal Directory to make a call 96Use Card View 96Search for an entry 97Copy a number from the Redial List 98Corpor

70While on an active callCharge a Call or Charge a Forced CallCharge a Call or Charge a Forced Call allows you to enter a billing number for charge-ba

71While on an active call second call automatically displays.To view the name of a second caller while on a call in progress:While on a call, you

72Incoming calls3. Dial the MALCShold FAC. 4. You are automatically reconnected to the calling party.Incoming callsAnswer Call PickupCall Pickup allow

73Incoming calls Call WaitingCall Waiting lets you put your current call on Hold, while you answer the next call. For example: The attendant rout

74Talk with more than one personTalk with more than one personSet up a conference callYou can set up a conference call for up to six people (this incl

75Talk with more than one person Call JoinTo connect a call on Hold (on a different line) to your current call: 1. Press the Conference Key.2. Pr

76Call featuresMeridian SL-100 system disconnect, the conference is terminated. Call features Call features are accessible on Fixed Keys, Programmable

77Call features access trunk. This provides access to loudspeaker paging equipment.Busy OverrideThe Busy Override feature allows you to gain acce

78Call featuresMake an Announcement over the Call PageCall Page allows you to make an announcement over the page system. To make a page call, dial the

79Class features on IVD sets To activate Station Camp-on after answering an incoming telephone call:/1. Press Transfer Key. The other party is pl

8Table of contents

80Class features on IVD setsTo deactivate or cancel Anonymous Caller Rejection:1. Press your Individual DN Key.2. Dial the FAC digits for feature deac

81Class features on IVD sets normal ringing.To deactivate or cancel Automatic Callback:1. Press your Individual DN Key.2. Dial the FAC digits for

82Class features on IVD setsAutomatic Recall rings your telephone. Answer the telephone, and you hear normal ringing.To deactivate or cancel Automatic

83Class features on IVD sets /5. Press the Goodbye Key again to disconnect. The feature deactivates.6. Contact your system administrator for fol

84Directory display and navigationsystem software and network connections. Check with your system administrator for availability of the feature and th

85Directory display and navigation tory/Log Key, your Personal Directory is automatically selected. At this point, you can begin searching the di

86Directory display and navigation2. From the Directories menu, use the Navigation Keys to highlight Password Administration.3. Press the Select Key.

87Directory display and navigation To disable Personal Directory password:1. Press the Directory/Log Key.2. Dial the password. 3. Press the Enter

88Call LogCall LogThe Call Log records the name and number of incoming and outgoing calls and can be password protected. You can activate Call Log to

89Call Log To make a call from the Callers List:1. Use the Navigation Keys to high-light the number you want to call.Note 1: If you are calling

9Introduction to your Avaya 3905 Digital Deskphone Introduction to your Avaya 3905 Digital DeskphoneYour Digital Deskphone provides easy access t

90Call Log3. Press Select.To access the Redial List using a Context Sensitive Soft Key or a Programmable Feature Key:Press the Redial Key. You are pre

91Use the Personal Directory Use the Personal DirectoryThe Personal Directory provides a personalized directory of names and telephone numbers. T

92Use the Personal DirectoryExample: To enter the name and telephone number for Chris: 1. Dial the name using the key pad.Note: Press the Up Navigati

93Use the Personal Directory or7. Press the Quit Key or the Directory/Log Key to exit.Add an incoming call/1. Press the Copy Key.The displays sho

94Use the Personal Directoryor6. Press the Quit Key or the Directory/Log Key to exit.Note: You can edit the name or number before or after you save to

95Use the Personal Directory 3. Press the Yes Key to confirm the deletion.To edit a Personal Directory entry:1. Press the Edit Key to change the

96Use the Personal Directory or 2. Press the Yes Key if you want to delete all the entries in your Personal Directory, or press the No Key if you want

97Use the Personal Directory To dial from the Card View:1. Use the Navigation Keys to show the name and number of the cur-rently selected entry i

98Use the Personal DirectoryCopy a number from the Redial ListYou can copy a number from the Redial List to the Personal Directory. To copy a number f

99Corporate Directory Corporate DirectoryThe Corporate Directory application allows you to search by entering the characters in the name of the p