Aastra ITE Agent User Manual Download

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Summary of Contents for ITE Agent

Page 1: ......

Page 2: ...M M Table of Contents ii Aastra 2539 002...

Page 3: ...send email to techpubs aastraintecom com What to Expect when Contacting Company Technical Publications will email responses to customers within seven business days of the contact Note that product su...

Page 4: ...ng represents the revision history of this publication Revision Number Date Completed Point of Contact Description 002 05 23 2005 Aastra Intecom Inc Re brand for Aastra 001 06 15 2003 EADS TELECOM Nor...

Page 5: ...on xiii Conventions Used In This Publication xiii Chapter 1 Basic Information 1 ITE Agent Phone Description 1 Things to remember when using the ITE Agent Phone 1 ITE Agent Phone Diagram 2 Special Butt...

Page 6: ...mber 12 Display Stored Abbreviated Dial Numbers 12 Answer Release 12 Use Answer Release 13 Auto Dial 13 Store or Change an Auto Dial Number 13 Use Auto Dial 14 Display an Auto Dial Number 14 Busy Over...

Page 7: ...ber of a Call Pickup Group 24 Pick up a Call by Dialing the Extension Number 24 Call Waiting 25 Call Waiting Types 25 Call Waiting Tones 25 Accept a Call Waiting with Call Hold 26 Alternate Between Ca...

Page 8: ...erence 34 Rejoin the Conference Internal Line Busy 35 Rejoin the Conference External Line Busy 35 Hands Free Auto Answer 36 Activate Hands Free Auto Answer 36 Deactivate Hands Free Auto Answer 36 Answ...

Page 9: ...Conference 43 Transfer an Outside Call to a Meet Me Conference 44 Privacy Release 44 Use Privacy Release 45 Cancel Privacy Release 45 Queue for External Lines 45 Use Callback Queuing 46 Receive an Aut...

Page 10: ...nt Statistics 54 View Agent Statistics 54 Phone Display for Current Agent Statistics 55 Auto Answer on ACD Line 55 Ring Time 55 Calls In Queue Display 56 Force 56 Activate Force 56 Cancel Force 57 Nig...

Page 11: ...Emergency Call Record 63 Message Recall 63 View Messages 64 Phone Display 64 Supervisor Alert 64 Send a Supervisor Alert 64 Phone Display for Supervisor Alert 65 Transact 65 Use Transact 65 Delete a...

Page 12: ...M M Table of Contents xii Aastra 2539 002 Key Lamps Test 70 Informational Tests 70 System Tone Tests 71 Chapter 7 Feature Codes 73 Feature Codes 73 Appendix I Glossary 75 Glossary 75...

Page 13: ...ures for the features Chapter 4 ACD Features Provides information on ACD features Chapter 5 Centergy Application Features Provides information about phone features that are ties to the Centergy call c...

Page 14: ...ase sensitive commands to keep from destroying Provides information to ensure that you avoid danger death or permanent damage to a system DO NOT touch exposed wires Action column In a step action resu...

Page 15: ...on Provides hands free operation Mute Button Mutes the microphone so that the other party cannot hear you Things to remember when using the ITE Agent Phone The features on your ITE Agent Phone are sel...

Page 16: ...ption Transfer Used to transfer calls Used to set up a 3 way conference Display Used to display call waiting information Used to display abbreviated dial and auto dial numbers etc Mute Mutes the micro...

Page 17: ...On Line or feature is in use Slow Flash Incoming Call Blink A call is on hold Flutter Callback Voice Mail Auto Answer Ring Types There are three ring types Ring Type Description One ring pattern Inte...

Page 18: ...receiving an internal call during a phone conversation 2 Short Rings External Call Waiting Tone You are receiving an external call during a phone conversation Ring Beep Waiting Caller Tone You have ca...

Page 19: ...ension on your phone press the extension key that you want to use before lifting the handset or pressing the Speaker key If dial tone changes to a fast busy tone and then silence you have waited too l...

Page 20: ...d Dial See Abbreviated Dial Dial with Auto Dial See Auto Dial Dial with Redial See Redial Answer a Call Condition There is a call ringing in at your extension Step Action Result 1 Press The call is an...

Page 21: ...from hearing you Use the Mute Button Condition You are already on a call Step Action Result 1 Press Mute lamp ON Your voice will not be picked up by the speakerphone or handset 2 Press Mute lamp OFF...

Page 22: ...Adjust the volume Press Or The volume is adjusted 2 Save the setting Press Together The volume is saved The lamp flashes twice to confirm the save Ringer Volume and Tone Set the Ringer Volume Step Act...

Page 23: ...one User Guide Aastra 2539 002 9 Set the Ringer Tone Step Action Result 1 Press Together Ringer lamp ON 2 Press The ringer starts 3 Press Or Press The ringer tone is adjusted 4 Press Ringer lamp OFF T...

Page 24: ...M M Chapter 2 Phone Settings 10 Aastra 2539 002...

Page 25: ...system setting and may be set for one to seven seconds Each star counts as one digit of the total 28 digits A stored number cannot be erased but you can remove or change a number by storing a new phon...

Page 26: ...breviated Dial code number 0 9 The number is automatically dialed Display Stored Abbreviated Dial Numbers Step Action Result 1 Press Display lamp ON 2 Press The first Abbreviated Dial number displays...

Page 27: ...all is disconnected Answer Release lamp OFF Extension Lamp OFF Auto Dial The Auto Dial feature allows you to store a number of up to 28 digits and dial it by pressing a single button One feature butto...

Page 28: ...number such as an 8 or a 9 Auto Dial lamp OFF The handset is still on hook so you will not hear beeps The number is stored 3 Write down the number that you stored if you do not have a phone display Us...

Page 29: ...ger busy whichever occurs first The party that is being interrupted hears a one second warning tone The tone indicates that the call will be overridden in 15 seconds if it is not put on hold or ended...

Page 30: ...the STATUS button An option to the Buzz Status talking connection is the Buzz Status Alert Only option In a group of STATUS users the first person to answer stops the ringing and blocks all others in...

Page 31: ...User Conditions Buzz lamp is slow flashing Or Buzz line Step Action Result 1 Press Buzz lamp ON 2 Press You are connected to the Status party Placing a Status Call to a Buzz User Step Action Result 1...

Page 32: ...ill hear a fast busy tone If there is no answer when you return a callback you may either hang up and cancel the call or leave a callback on that extension A callback that you place on another extensi...

Page 33: ...k Condition The calling and called extensions are no longer busy The system calls back with the system ring The Callback and Extension lamps are show flashing Step Action Result 1 Press Hear ring back...

Page 34: ...a Callback Step Action Result 1 Press Display lamp ON 2 Press The time and date of the callback is displayed if the time stamp option is activated Call Forward The Call Forward feature allows you to...

Page 35: ...ly extension that can override Call Forward and ring on your phone When the forwarded extension is set on Do Not Disturb all calls are blocked If a system has voice mail an extension can be forwarded...

Page 36: ...ting information to technicians Marking a Call Condition You are connected to an outside call that has problems with static echo low volume etc and this problem needs to be reported Step Action Result...

Page 37: ...ll Park number 3 Hang up Pick Up a Parked Call from Any Phone Step Action Result 1 Press 2 Dial the Call Park number No ringing is heard The call is connected immediately Call Pickup The Call Pickup f...

Page 38: ...ll either you are not assigned to that group or another group member picked up the call Pick up a Call as Member of a Call Pickup Group Condition A call is ringing in for a member of the Call Pickup G...

Page 39: ...matically forwarded to another extension voice mail or the operator depending on the system design An extension can have only one call waiting at a time If another party calls they will hear busy tone...

Page 40: ...is placed on hold 2 Press Extension lamp slow flashing indicates an incoming call 3 Press You are in conversation with the second party Alternate Between Calls Call Hold Conditions The first party is...

Page 41: ...Action Result 1 Press You are in conversation with the held party Extension lamp ON Accept a Call Waiting Normal Hold Conditions You are already on a call Call Waiting tone Step Action Result 1 Press...

Page 42: ...rty Cancel The Cancel feature allows you to abort any dialing sequence by pressing a feature button You can cancel callbacks and unanswered transfers or conference calls Use Cancel Step Action Result...

Page 43: ...ace a conference on hold The HOLD button does not put a conference on hold When a conference is on Conference Hold or when additional parties are being added to the conference the remaining parties ca...

Page 44: ...g up 2 Press 3 Press You are reconnected to the conference Place a Conference Call on Hold Step Action Result 1 Press Conference lamp ON 2 Press To hang up Or Dial a number Conference lamp blinking Th...

Page 45: ...back Queuing See Queue for External Calls Online Queuing See Queue for External Calls Use Data Features To use the Data features you must have a Data feature button a PDI 1000 type data interface and...

Page 46: ...ile using this feature The Display button becomes inactive 5 seconds after you press the last feature button The DSPL button is used with the SPKR off and the handset on hook Use the Display Feature F...

Page 47: ...p Action Result 1 Press If you do not have this button you can use the feature code 6 Do Not Disturb lamp ON Calls will not ring at the phone Cancel Do Not Disturb Step Action Result 1 Press If you do...

Page 48: ...mbers A listen only party unlike a regular conference member cannot place the conference on Conference Hold to accept a call waiting When listener what has been added leaves a conference by hanging up...

Page 49: ...the Conference Internal Line Busy Condition The internal called number for Group Listen is busy or unanswered Step Action Result 1 Press Conference entry warning tone long beep You have rejoined the c...

Page 50: ...eature is activated The lamp flutters when a caller is on the line The lamp is OFF when the feature is deactivated A fast busy tone indicates that the HFA feature cannot be activated See your system a...

Page 51: ...tion Result 1 Listen for ring and or warning tone HFA lamp flutters when the calling party is on the line 2 Talk to the calling party End a Call with Hands Free Auto Answer Condition You are on a call...

Page 52: ...options Call Hold Type Place a Call on Hold Condition You are already on a call Step Action Result 1 Press Hold lamp blinking You can place another call Retrieve a Call on Hold Condition A party is al...

Page 53: ...y Hotline Conference The Hotline Conference feature connects up to twelve parties in a conference call Each conference member s phone automatically rings when call originator dials the Hotline Confere...

Page 54: ...you place a party on hold to accept a Call Waiting that is a Hotline Conference call you cannot return to the party on hold unless you hang up on the conference Condition Very fast ring Depending on s...

Page 55: ...ne ring normal ring or three ring system ring Intercom calls can be allowed to ring on a phone that has activated the Do Not Disturb feature A call on an Intercom line cannot be transferred put on hol...

Page 56: ...scheduled time for a conference call No Conference button is required The Meet Me conference can be reserved as one time only or as a permanently scheduled call Outside callers can be transferred int...

Page 57: ...nce Step Action Result 1 Press 2 Dial the Meet Me Conference number Long beep You are connected to the conference Leave a Meet Me Conference Step Action Result 1 Press You are disconnected from the co...

Page 58: ...Step Action Result 1 Ask the party to wait 2 Press Transfer lamp ON The party is on hold 3 Announce the transfer to conference members 4 Dial the Meet Me Conference number You are connected to the con...

Page 59: ...ease Condition You are already on a call with privacy release activated Step Action Result 1 Press Continue to talk No one else can enter the conversation Queue for External Lines There are two ways t...

Page 60: ...e external number Voice prompt Depress CALLBACK to queue call if all of the outgoing trunks are busy 3 Press You can also use the ACCESS button plus the feature code 7 Voice prompt Callback number XX...

Page 61: ...ing Step Action Result 1 Press 2 Dial the external number Voice prompt All lines busy please hold 3 Wait on the line The call is placed or the queue time will expire Redial The Last Number Redial feat...

Page 62: ...p Action Result 1 Advise the party on the line that you are executing a transfer 2 Press Transfer lamp ON 3 Dial the destination number If you misdial a transfer press the XFER button to return the ca...

Page 63: ...tem to send and receive messages Voice Mail can be accessed using any internal or external phone with or without a Voice Mail button Access Voice Mail with Automatic Sign On Step Action Result 1 Press...

Page 64: ...3 Features 50 Aastra 2539 002 Step Action Result 2 Dial the voice mail access number This number is usually the same as your extension number The voice mail system answers 3 Follow the voice mail sys...

Page 65: ...ccessful see your supervisor or system administrator You cannot sign on when the Off Line button is fluttering indicating that the ACD group is in Night Service If the WRAP WORK lamp flutters after si...

Page 66: ...e unable to take ACD calls Hands Free Auto Answer On You are able to take ACD calls in the hands free mode Hands Free Auto Answer Off You are able to take ACD calls in normal mode Automatic Sign On Co...

Page 67: ...Dial Agent ID Two beeps Off Line lamp OFF You are signed ON Manual Sign On with Agent ID Number and Password Condition Off Line lamp ON indicating you are OFFLINE Step Action Result 1 Press 2 Press O...

Page 68: ...ast ACD call The current call is not affected and you are signed off when the call is ended Other agents will answer the calls that are in queue Sign Off Condition Off Line lamp Off indicating you are...

Page 69: ...ntact your supervisor with any questions Phone Display for Current Agent Statistics Display Description Display Agent Stats Format Auto Answer on ACD Line When an ACD line is set up to ring with a sta...

Page 70: ...ne when ringing timer expires and the caller is immediately connected Calls In Queue Display Step Action Result 1 Press Force The Force feature forces all agents in an agent group out of Wrap Up or Wo...

Page 71: ...agents cannot sign on to the group to receive calls Night Service must be canceled before agents can sign on Activate Night Service Step Action Result 1 Press If you press the button one time the grou...

Page 72: ...queued ACD calls to the overflow agent group You can activate and cancel the feature any time that it is necessary Activate Overflow Manually Step Action Result 1 Press Overflow lamp ON Cancel Overfl...

Page 73: ...cess will be canceled You cannot cancel the feature after it is activated Condition You are on an active call and have begun to activate the Reroute feature You want to stop the feature from activatin...

Page 74: ...g or other tasks for which the Wrap Up time cannot be predicted The Work feature can be activated at any time except when in automatic Wrap Up If you press the Work button when on a call the Work feat...

Page 75: ...iod that automatically begins after each ACD call Wrap up allows an agent time to complete paperwork before a new ACD call System Administrators define the Wrap up time settings Automatic Wrap Up Func...

Page 76: ...atures 62 Aastra 2539 002 Cancel Automatic Wrap Manually Step Action Result 1 Press If you do not have this button on your phone you can use the feature code 8 from dial tone Wrap Work lamp OFF You ca...

Page 77: ...til the end of the conversation The message to the supervisor indicates which agent activated the recording Start Emergency Call Record Condition You are already on a call and a situation has evolved...

Page 78: ...hone Display Display Description Display Message Format Part 1 Message Format Part 2 No Messages Received Supervisor Alert The Supervisor Alert feature allows agents to send pre programmed messages to...

Page 79: ...rmation collected from the caller The information provided by the codes is stored in a database that is available for use in statistical analysis Examples of Transact use would be to track product sal...

Page 80: ...Display Transact Code Display Format Input Error Display Example Agent Unavailable with Reason Code The Agent Unavailable with Reason Code feature allows an agent to go into a pre defined unavailable...

Page 81: ...lly canceled by the system See your supervisor or system administrator with any questions Activate Agent Unavailable Step Action Result 1 Press Unavailable lamp ON 1 beep 2 Dial the Reason Code 2 beep...

Page 82: ...M M Chapter 5 Centergy Application Features 68 Aastra 2539 002...

Page 83: ...s class of service cabinet card slot information directory number etc Basic Procedures The following procedures apply to all tests except system tones Step Action Result 1 Press 2 Press Silence 3 Pres...

Page 84: ...e key or line key 5 separate times See these lamp states ON Slow flash blink flutter ON 1 beep after each key press Informational Tests The following tests can be run on the phone Test Name Action Res...

Page 85: ...on Press Cabinet Shelf Slot Trunk Port Location During trunk call enter this sequence Press Cabinet Shelf Slot of trunk port System Tone Tests Action Result Press Silence Press Inside Dial Tone Press...

Page 86: ...Phone Tests 72 Aastra 2539 002 Action Result Press Inside Call Wait Tone Press Outside Call Wait Tone Press Override Warning Tone Press Held Press Enter Press Private Press Forward Press Message Pres...

Page 87: ...dial tone press the HOOK button first For those features that are accessed from an existing call use the ACCESS button to hold the call and return to dial tone Feature Action Feature Code Abbreviated...

Page 88: ...M M Chapter 7 Feature Codes 74 Aastra 2539 002 Feature Action Feature Code Call Forward Deactivate Press Hold Press Last Number Redial Press Transfer 3 Way Conference Press Voice Mail Press...

Page 89: ...complete phone number Extension Directory Number A number assigned to an individual telephone set which when dialed allows access to that telephone set an internal phone number External call or numbe...

Page 90: ...ne is hung up or the SPKR button is turned off See On Hook Dialing Outgoing Calls Calls that are placed from an extension inside of the system to a destination that is outside of the system Park A fea...

Page 91: ...ser Guide Aastra 2539 002 77 Term Definition Voice Prompt A computerized voice heard through the handset or speakerphone that indicates that a feature has been activated It may also inform or give ins...

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