Allworx Verge 9304 User Manual Download Page 66

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Allworx

Verge™ IP Phone Series User Guide

Page 54

866.ALLWORX * +1 585 421 3850

www.allworx.com

Version: T Revised: February 14, 2019

To change the ACD Queue busy state:

Agents do not receive calls while in a busy state. Press and release the ACD programmable button. The

Select Busy Reason screen displays. Use the up/down navigation and the

Select

button to choose the

busy reason. To leave the busy state and resume taking calls, press the ACD programmable button.

4.3 Queue Alarm

Notifies users of the queue activity levels (number of calls in the queue and/or longest wait time). If

configured, the queue alarm produces an audible alarm with the queue status displayed on the Verge

IP phone screen. Press the button to silence the alarm.

Verge IP phone Queue Alarm programmable button examples:

The agent is unavailable to

accept ACD calls.

Press the ACD

programmable button.

Highlight the busy reason,

and press the

Select

button.

Press the ACD programmable

button to end the Busy

Reason.

No queue alarms

Queue exceeded red threshold limit

Queue Wait Time Example

Queue exceeded yellow threshold limit

Queue depth example

Summary of Contents for Verge 9304

Page 1: ...Allworx Verge IP Phone Series User Guide Version T Updated February 14 2019...

Page 2: ......

Page 3: ...Allworx Verge IP Phone Series User Guide...

Page 4: ...the software incorporated with the instrument as intended in the operation of the product in which it is embedded The software may not be copied decompiled reverse engineered disassembled or otherwise...

Page 5: ...e names are those of their respective owners Allworx Verge IP phone series Allworx 92xx IP phone series Allworx Verge 9304 Allworx Verge 9308 Allworx Verge 9312 Allworx Verge 9318Ex Allworx Reach Allw...

Page 6: ...ll to include the Park Monitor programmable button as an option to complete the call transfer Updated section 3 14 Presence DND Setting to include new DND programmable button Updated section 4 1 5 Ver...

Page 7: ...o include Verge 9304 phone model N 17 MAY 2018 Updated Contacts Managing Personal Contacts definitions Added instructions to update the schedule greeting remotely Removed soft keys listed in Push To T...

Page 8: ...Allworx Verge IP Phone Series User Guide Page vi 866 ALLWORX 1 585 421 3850 www allworx com Version T Revised February 14 2019...

Page 9: ...r 2 Overview 5 2 1 Verge IP Phone Screen 6 2 1 1 Phone Status Area 7 2 1 2 Call Status Area 7 2 2 Programmable Buttons 8 2 3 Soft Keys 11 2 4 Function Buttons 12 2 5 Navigation Buttons 12 2 6 Keypad 1...

Page 10: ...hapter 4 Features 43 4 1 Contacts 43 4 1 1 Sharing Contacts 44 4 1 2 Contact Privacy 44 4 1 3 Data Protection 45 4 1 4 Managing Personal Contacts 45 4 1 5 Verge IP Phone Contact Buttons 47 4 2 Queue A...

Page 11: ...2 4 15 Push To Talk 73 4 16 Hot Desk 73 4 17 Schedule 75 Chapter 5 Settings 81 5 1 Bluetooth 81 5 2 Hot Desk Login 88 5 3 Network Profiles 88 5 4 Phone Preferences 89 5 5 Programmable Buttons 91 5 6 R...

Page 12: ...Allworx Verge IP Phone Series User Guide Page x 866 ALLWORX 1 585 421 3850 www allworx com Version T Revised February 14 2019...

Page 13: ...power to the Verge device rated 24VDC 400 mA or higher or a network connection with Power over Ethernet Optional Wall Mount Kit enables hanging the Verge IP phone on the wall catalog number 8400146 Op...

Page 14: ...Equipment Requirements Allworx server Verge 9308 9312 and 9318Ex Expander Allworx System Software Version 8 2 or higher Verge 9304 Allworx System Software Version 8 4 or higher Supported Web Browsers...

Page 15: ...ersion T Revised February 14 2019 Allworx Verge IP Phone Series Function Card The guide is specific quick reference to the Verge IP phone functions Allworx Verge IP Phone Series Quick Start Guide The...

Page 16: ...Allworx Verge IP Phone Series User Guide Page 4 866 ALLWORX 1 585 421 3850 www allworx com Version T Revised February 14 2019...

Page 17: ...ary 14 2019 Chapter 2 Overview The Verge IP phone has a high resolution color screen three soft keys programmable buttons dependent on phone model 10 function buttons four navigation and select button...

Page 18: ...l and or message notifications incoming or active call contact image if available call status caller ID name number call duration programmable buttons about contacts appearances and access to phone fe...

Page 19: ...the number of missed calls and or new message if available If there is an active call the Call Status area displays the contact image if available the call status active call on hold call ended etc t...

Page 20: ...n for customized functionality To manage the programmable buttons see Programmable Buttons on page 91 for more information Allworx User and System Contact badge Allworx User Contact avatar if no image...

Page 21: ...llworx Connect server DND Toggle on and off the phone status to Do Not Disturb Emergency Alert Receive audible and visual alerts when any local or remote handset on the system makes an emergency call...

Page 22: ...mind the phone owner of the Park to Extension call that the phone parked in a parking orbit monitored by the Park Monitor PFK include in the label of a Park Monitor programmable button the existence o...

Page 23: ...for more information Appearance is idle Allworx User Contact has DND activated or only agent logged in ACD Queue Allworx User Contact or appearance is active on another phone ACD agent not logged In...

Page 24: ...ies soft key icons 2 4 Function Buttons The Verge IP phones have 10 function buttons which are dedicated physical buttons to perform a single phone function Each function button is explained in the ap...

Page 25: ...ialpad is available to dial phone numbers or to enter PIN numbers where required such as Message Center Call Queues ACD Queues and Hot Desk logins as well as to enter text to manage contacts or perfor...

Page 26: ...t for the following buttons Contacts Messages or Presence function button opens the respective screen Intercom function button accesses the Intercom appearance Headset or speaker phone function button...

Page 27: ...on toggle between the speaker phone and the handset While using the speaker phone users can place the handset on hook or pick up the handset to continue using it When finished with the call press the...

Page 28: ...for more information Ring Group enables live call answering of any outside line or configured call route through the associated Ring Group During an active call using any appearance type the Verge IP...

Page 29: ...ntrol application Unless the Line Appearance s Use of Dial Plan phone option is enabled the system only redials Call Appearance dialed calls NOTE The Verge 9304 IP phone does not support the Reach Rem...

Page 30: ...then use the a keypad buttons to perform a search and then press the Call soft key or the Select button b up down navigation buttons to highlight the listing and then press the Call soft key or the Se...

Page 31: ...ere calls are answered in the first in first out order Call Appearance or Line Appearance Programmable Button LED solid green active call flashing green fast incoming call flashing green slow active c...

Page 32: ...rent call unless the phone configuration enables auto on hold see Auto on Hold on page 89 for more information 3 6 Call Forward Send incoming calls that ring the Verge IP Phone extension to another ex...

Page 33: ...hearing a conversation Press the Mute function button to toggle the phone microphone on or off The Mute function button is solid red while audio is muted 3 8 Intercom Call Places the call and the reci...

Page 34: ...for callers not in the Contacts See Add Contact on page 49 for more information Park Active available during an active call when there is a second incoming call This places the first caller in to a P...

Page 35: ...phone to answer the Intercom Call automatically or press the flashing Intercom function button place press the Intercom function button and dial a number or press an Allworx User Contact or BLF progra...

Page 36: ...retrieve the call by dialing the parking orbit Park to Extension places a call into a parking location for a specific user or group if enabled available in Allworx System Software 8 5 or higher find...

Page 37: ...n programmable button label changes dynamically with the phone state Park Call for1 places the call into a park location for the specific recipient The Allworx Server Administrator can configure multi...

Page 38: ...tomatically notifies Bob of any calls parked on the Sales Department extension The notifications include Notification example for a user that parks a call Notification User Recipient Phone status area...

Page 39: ...e navigation and select buttons to select the CONTACT PREFERENCES Parked call notifications option Use the navigation and select keys to disable or enable default 3 10 2 Viewing Parked Calls The Allwo...

Page 40: ...on the phone even if the owner has the set the notification flag for other contacts with parked calls Allworx System Setting All Calls Restricted Calls parked for the phone owner X X Calls parked usi...

Page 41: ...label of a Park Monitor programmable button the existence of or the count of Park to Extension calls in orbits monitored by the Park Monitor programmable button retrieve a Park to Extension call when...

Page 42: ...e call and then press the Retrieve soft key or the Select button Press the flashing Line Appearance programmable button if the call was parked from this appearance Dial the parking orbit number If Cel...

Page 43: ...ion defined in the current presence settings of the recipient Allworx User extension configuration Allworx Users with permissions can adjust the Park To Extension timeout and call handling using My Al...

Page 44: ...gned phone number programmable button Merge joins the original caller Allworx user and the intended recipient of the transfer into a temporary conference call to introduce the parties before completin...

Page 45: ...aced from the phone the Interact application or the Reach Remote Control application Unless the Line Appearance s Use of Dial Plan phone option is enabled the system only redials Call Appearance diale...

Page 46: ...ecipient s phone number press the Intercom function button dial the target number and then press Transfer press the Contact function button locate the contact and press the Select button If the Person...

Page 47: ...ns to the previous state Merge Calls connect all callers to a single conference call Add Call add a fourth party to the three way conference call Options select a party to place on hold or to disconne...

Page 48: ...to the active caller 4 Press the Merge Calls soft key The Verge IP phone places both parties into the conference call During the active conference call the originator can press one of the following so...

Page 49: ...ach Call History listing displays the Caller ID name date time of the call and the final call status Verge IP phone Call History notification Call History Listing and Call History details examples Tra...

Page 50: ...g from the Call History list Use the Delete soft key only removes the Call History listing from the Verge IP phone and Interact application Call History The Reach application is not affected Contact d...

Page 51: ...rge IP phone users manually configure the setting automatic updates for users logged into Interact Professional using Interact Sync and the Outlook application automatic updates for users that control...

Page 52: ...ation buttons to highlight the new Presence state and then press the Select button to accept the change Press the DND End DND soft key The DND turns on or off respectively The Phone Status area change...

Page 53: ...arances including Intercom Allworx users can hand off all calls except for the following Calls being recorded Destination devices set to Do Not Disturb Calls on hold Devices registered on different se...

Page 54: ...ive the call handoff use the up down navigation and Select button to select the receiving device and transition the call During a call handoff to another device the previously used audio path on the d...

Page 55: ...rator manages these contacts Public Contacts system wide contacts formerly known as Speed Dial The Allworx Server Administrator manages these contacts Personal Contacts only available on Allworx syste...

Page 56: ...gs Phone Preferences Display Personal Contacts screen Unrestricted Contact matches are displayed and require phone log in to view or modify details Login is valid until the user leaves the Contacts sc...

Page 57: ...the originating application in the Account line Only the Allworx user can add edit or delete each Personal Contact Allworx Server Administrators can delete all of a user s personal contacts from the C...

Page 58: ...ail account such as Gmail To update the contact information about Tom Jane must do so in her contacts application Example username gmail com Reach device Jane used an iOS or Android app such as Contac...

Page 59: ...ollowing contact information Verge IP phone Contact programmable button and function button examples contact availability Allworx User Contacts only contact name number image and Allworx directory bad...

Page 60: ...digit To recover the full list of contacts delete all of the digits entered Press the Add Contact soft key to add a Personal Contact Contacts Programmable Button LED off Contact is idle and does not h...

Page 61: ...ct can contain the following information 3 Press the Add Number soft key to add one or more phone numbers NOTE If adding a contact from a Call History listing the Verge IP phone automatically enters t...

Page 62: ...s from routing to the extension with a busy reason Verge IP phone Queue Appearance and ACD Appearance Programmable button examples Add Contact con t 7 Enter the new phone number and then press the Sel...

Page 63: ...ct all options at once Park a system wide hold See Park a Call on page 24 for more information Conference connect up to four parties together See Conference Call on page 35 for more information Merge...

Page 64: ...xtension which may be the extension number assigned to another desk phone If necessary use the up navigation button to get to the Extension field and enter the new extension Press the down navigation...

Page 65: ...button or the Clear All soft key 2 Press the Done soft key Re enter the Allworx PIN and then press the Done soft key Verge IP phone ACD log out sequence Use the navigation select buttons to select the...

Page 66: ...on 4 3 Queue Alarm Notifies users of the queue activity levels number of calls in the queue and or longest wait time If configured the queue alarm produces an audible alarm with the queue status displ...

Page 67: ...ailable to all other phones using the Shared Call Appearance When there is an active call on a Shared Call Appearance the Verge IP phone screen displays the Caller ID information of the party If a use...

Page 68: ...ton label displays the number of unread messages in the mailbox Log in to the voice mail box using the extension number and Allworx PIN assigned to the extension and then manage the Voice Mail listing...

Page 69: ...outside line or call appearance used to access the account If the Allworx Server Administrator configured the Allworx server with the Multiple Language Pack feature users can press to play the Messag...

Page 70: ...n number and then press the down navigation button 3 Enter the Allworx PIN and press the Done soft key If presented with a PIN Change Request enter a new Allworx PIN press the down navigation button a...

Page 71: ...select all of the selected options Discard erase the recording and then return to the Messages listing screen Done action is complete Move to the next screen Record create a message When complete pres...

Page 72: ...ypad buttons and follow the audio prompts Note Dialed digits to access the Audio Message Center may vary per system Check the My Allworx Manager page Phone Functions tab or consult the Allworx adminis...

Page 73: ...tone to place additional calls Additional options include 8 To manage schedules requires Allworx System Administrator or Phone Administrator permissions See To update the schedule mode greeting remot...

Page 74: ...ly to this message NOTE Recording an introduction is not required prior to forwarding the voicemail message 3 3 Delete the message 4 4 Replay this message 6 6 Play the next message 9 9 Place a call to...

Page 75: ...ptions NOTE All presences that do not have a greeting recorded use the default greeting To skip the greeting recording press If there is no previously recorded greeting only option 1 is available Key...

Page 76: ...m traveling today If you need to speak to someone immediately please dial 100 now to reach Jack or 0 for the operator otherwise leave a message at the beep Pause for 3 seconds and end the greeting 5 C...

Page 77: ...ndant has been changed to use schedule number The Message Center returns to the Manage Auto Attendant Menu If selecting a different schedule is unsuccessful the user hears You must enter a valid sched...

Page 78: ...tendant except enter the Call Queue number 0 through 9 to change 0 For alternate language Changes the language heard for the prompts Follow the prompts to continue changing the Allworx system recordin...

Page 79: ...all audio transitions from the mobile device to the Verge 9312 IP phone speaker and Mary finishes her conversation with the distributor in hands free mode The Verge 9312 IP phone automatically connect...

Page 80: ...ooth settings screen for the user to pair and connect a Bluetooth device to the Verge 9312 IP phone Hands Free device name A paired or connected hands free device to the Verge 9312 IP phone The Blueto...

Page 81: ...he EHS feature on the phone in the Settings Phone Preferences EHS Headset option Disabled is the default value If left disabled the Verge IP phone has one way EHS communication To manage the Sidetone...

Page 82: ...ision is in progress While in Call Supervision mode all call management features hold transfer etc are available Barge in after connecting the call both participants in the call hear the supervisor Wh...

Page 83: ...d then enter the agent extension or press the agent Contact or BLF programmable button To change the mode during a call press the MUTE feature button Example Call Supervision LED Button solid green ca...

Page 84: ...stored on the phone Press the programmable button again to close the alert and return to the idle screen When rebooting the Verge IP phone the phone clears the stored alert details from the phone Emer...

Page 85: ...able button if available or selecting the Hot Desk Login option from the Verge IP phone Settings menu The Allworx system directs the calls to the shared phone and users place outgoing calls with the u...

Page 86: ...k log in screen Press the Hot Desk programmable button if available Press the More function button and then the Settings soft key Use the up or down navigation and the Select buttons to choose the Hot...

Page 87: ...reetings Schedules play the appropriate greetings of the Auto Attendants based on the time of day and switching between day and night modes for call routes of system extensions Verge IP phone users ca...

Page 88: ...worx server defined schedule and changes the mode to day or night If selecting Night Mode the programmable button LED is solid amber Greetings selects which greeting for the Auto Attendant to play Use...

Page 89: ...Schedule programmable button The current new settings display Press the OK soft key Phone reboots with the new settings Option A Option B Press the Schedule programmable button The current new settin...

Page 90: ...ystem prompts users for a primary extension from an outside line dialing directly to your office While the greeting is playing dial 61 primary extension before the greeting finishes playing 2 Log in u...

Page 91: ...one of the following options a Enter the new greeting number to play b Press 9 to change the mode c Press to return to the previous menu to manage other Schedules d Press to listen to the choices agai...

Page 92: ...Allworx Verge IP Phone Series User Guide Page 80 866 ALLWORX 1 585 421 3850 www allworx com Version T Revised February 14 2019...

Page 93: ...g and then press the Select button to choose the setting 5 1 Bluetooth Pair and connect Bluetooth enabled devices to the Verge 9312 IP phone only The Allworx system supports Bluetooth standard 4 0 cla...

Page 94: ...d the Verge 9312 IP phone connects the mobile device automatically for Call Audio The programmable button is ready for use If a Bluetooth Hands Free programmable button is not assigned the Verge 9312...

Page 95: ...evice configuration and Bluetooth Hands Free programmable button available example Press the Bluetooth Hands Free programmable button Press the Turn on soft key and then the Scan soft key Highlight an...

Page 96: ...ing a Bluetooth Hands Free programmable button example Highlight and select the Settings Bluetooth option Press the Turn on soft key and then the Scan soft key Highlight and select the Bluetooth devic...

Page 97: ...th Hands Free programmable button example Highlight and select the Settings Bluetooth option Press the Turn on soft key and then the Scan soft key Highlight and select the Bluetooth device Accept the...

Page 98: ...the Verge 9312 IP phone are connected for call audio Press to disconnect the Bluetooth device from the Verge 9312 IP phone If another Bluetooth device is paired with the Verge 9312 IP phone it may aut...

Page 99: ...ice Details Disconnect management example Highlight and select device to manage Press the Connect soft key Option 1 No Bluetooth Hands Free programmable button is available Assign a programmable butto...

Page 100: ...r temporarily connecting to the Allworx server from home This avoids the need to manually change the individual network settings on the phone To change the Network Profile 1 Follow the steps in To acc...

Page 101: ...nswering an incoming call Disabled Enabled default Auto Retrieve Calls retrieve the on hold call or parked call alert automatically when taking handset off hook Disabled default Enabled Caller ID Pref...

Page 102: ...der bar to preferred brightness default 50 Press the Select button to move back one screen Sleep Mode Timer amount of time the Verge IP phone remains idle before the Idle Mode Behavior is active Enter...

Page 103: ...y available with Allworx System Software 8 5 or higher Disabled default Enabled EHS Headset control the EHS headset activation control Disabled default Enabled Handset Sidetone control the handset mic...

Page 104: ...the up and down navigation buttons to select the programmable button function Press the Select button For the Contacts programmable button follow the on screen prompts to set up the button using the...

Page 105: ...2019 Verge IP phone Programmable Button configuration examples Press the Settings soft key and then select Programmable Buttons Press an available programmable button LED Select the programmable butt...

Page 106: ...h phone is ringing Ring Type Family A group of ring types of the same frequency default is Family 6 The Allworx system provides eight Ring Type Families with eight Ring Types within each family The Al...

Page 107: ...ccess the setting options on page 81 Press the Admin soft key and then enter the Phone Admin Password Press the Select button 2 Use the navigation buttons and the Select button to choose the preferenc...

Page 108: ...ot Server enter the Boot Server IP number or press the Use Domain soft key Contact Server enter the Contact Server IP number SNTP Time Server enter the SNTP Time Server IP number Auto NAT On Off defau...

Page 109: ...nect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help FCC Caution Any changes or modif...

Page 110: ...nement Radiation Exposure Statement This product complies with the Canada portable RF exposure limit set forth for an uncontrolled environment and are safe for intended operation as described in this...

Page 111: ...cts unlocked Bluetooth disconnected Bluetooth connected Do Not Disturb activated Reach Remote Control Interact or Allworx TAPI is connected and controlling the Verge IP phone Presence On Vacation Pres...

Page 112: ...is idle User Contact has DND activated or only agent logged in the ACD Queue Appearance is ringing blinking or appearance is active solid User Contact or appearance is active on another phone agent no...

Page 113: ...r the following characters into the contact text fields when cycling though the applicable keypad presses A1 FF from document http www unicode org charts PDF U0080 pdf pages 3 6 Keypad Press Available...

Page 114: ...Allworx Verge IP Phone Series User Guide Page 102 866 ALLWORX 1 585 421 3850 www allworx com Version T Revised February 14 2019...

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Page 116: ...Toll Free 866 ALLWORX 1 585 421 3850 www allworx com Version T Revised February 14 2019...

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