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Page 20 - Transfer, Park & Hold Calls 

Transferring Calls 

Transfer, Park & Hold Calls 

Transferring Calls 

You can transfer a call to an extension that is ringing or giving busy tone. If the call 

waits unanswered for too long, it may recall to your extension. 

To transfer a call using hold:

 

1. Press 

HOLD

 to hold your current call. 

2.  Dial the extension to which you want to transfer the call. 

• 

Announced transfer:

 Wait to be answered. 

If unanswered, press 

HOLD 

to retrieve to the first call. 

If okay to transfer, press 

ANSWER/RELEASE

. 

If not okay to transfer and you clear down first, press 

SCROLL , CLEAR  

and then 

HOLD 

to retrieve the first call. 

If not okay to transfer and called party clears down first, then press 

HOLD 

to 

retrieve the first call. 

• 

Unannounced transfer:

 Press 

ANSWER/RELEASE

 immediately (even if 

you hear ringing or busy tone). 

 

To transfer a call using dial ahead:

   

 

1.  Whilst still connected to the other party, either dial the number of the other 

extension or press 

HOLD 

and use the Directory feature (see page 10). 

2.  If the display shows 

FREE

, press 

ANSWER/RELEASE

 to transfer, otherwise 

press 

CANCEL

. 

 

To transfer an external call using park

: 

1. Press 

PARK

 to park the current call. Note the line number of the call and give 

this to the person whom you want to unpark the call (e.g. by calling or paging 

them). 

 

Holding Calls 

Only the extension that holds a call can retrieve it unless they transfer the call. When 

you hold a call, your phone shows its details on the right of the display and the caller 

hears music 

(if installed)

. You can only hold one call. 

To hold a call:

 

1. Press

 HOLD

 (Pressing 

ANSWER/RELEASE

 now or replacing the handset parks 

the call, see page 21). 

2.  Retrieve the call by pressing 

HOLD

 again or make another call (enquiry call) and 

then: 

3. Press the  -symbol (if shown) opposite the name to switch the display between 

the current and the held call details. 

• 

To switch between calls, press 

HOLD

. 

• 

To conference, press 

CONFER 

(see page 15) 

• 

To transfer the held call, press 

ANSWER/RELEASE

. 

Page 20 - Transfer, Park & Hold Calls 

INDeX 10.0 2030/50/60 User's Guide 

Transferring Calls 

38DHB0002UKFN Issue 2 (07/2002) 

Summary of Contents for 2060

Page 1: ...INDeX 10 0 2030 50 60 User s Guide 38DHB0002UKFN Issue 2 07 2002 ...

Page 2: ... 12 If ENTER PIN Appears 12 Roaming PIN s 12 Busy or Unanswered 13 Options If Busy or Unanswered 13 Arrange a Callback 13 Leave a Message 14 Camp On and Wait 14 Intrude 14 Monitoring a Call 14 Actions During a Call 15 Create a Conference Call 15 Using the Notepad 16 Switching to Handsfree 16 Changing the Call Volume 16 Adding Voluntary Account Codes 17 Software Release 17 Muting Calls 17 Recall 17...

Page 3: ... Waiting 29 Answering an Alert 29 Single Pips Intrusion 29 Please Finish Call Message 29 ACD Working 30 ACD on 2050 Phones 30 Starting ACD Working Logging On 30 Stopping ACD Calls Temporarily Busy 30 Finishing ACD Working Logging Off 30 Manager Secretary Setup 31 Planning Soft DSS Keys 31 Setting Up Soft DSS Keys 31 Changing the Soft DSS Display Mode 32 Changing the Soft DSS Extensions 32 Changing...

Page 4: ...1 Language Controls 41 Voice Manager 42 Voice Manager Functions 42 Listening to Voice Messages 42 Using Any Phone 42 Modifying Your Mailbox 43 Changing Your Temporary Greeting 43 Dial 1 Divert for Incoming Calls 44 Leaving Voice Mail Messages 44 System Manager Phones 45 What are System Manager Phones 45 Night Service 45 Changing the Time 45 Unlocking a Phone 45 Changing the Date 46 Recording ACA M...

Page 5: ...This guide covers all the features supported by the INDeX 2030 2050 and 2060 phones However your phone may not be enabled to use all of the features available If you are unsure which features you can use contact your System Manager Network Features Your phone system may be part of a network linking several sites Where possible it treats network calls as internal calls and offers the same features ...

Page 6: ...d the SCROLL Key The four lower Display Keys provide access to Soft Keys functions e g Voice Page INDeX etc There are sometimes more Soft Key options available than the phone can display When this happens a symbol appears next to the SCROLL key Press SCROLL to display these other options The Soft Key displays change during calls and will also change according to your own customisation A symbol nex...

Page 7: ...eated Double Ring External call Repeated Triple Ring System or personal alarm Single Tone Page call see page 18 During Calls Repeated Double Pip You have set a camp on see page 14 Repeated Single Pip Another extension is about to intrude or has intruded on your call Making Calls Dial Tone Dial number Broken Dial Tone Phone on divert or no calls see page 22 Repeated Tone Busy number see page 13 Tri...

Page 8: ...ion see page 13 If your system has a Voice Manager attached you can record a voice message instead see page 44 The Voice Manager may also instruct you to dial another number to be automatically transferred to the Operator or another extension 3 If answered use the handset or work handsfree If your phone displays a RINGER option then the called extension is set to automatically connect internal cal...

Page 9: ... have a maximum of five redial stores that are shared by both save last external number and Notepad numbers e g Three saved last external numbers and two Notepad numbers see page 16 To redial the last external number used 1 Press REDIAL to repeat the last external number used including speed dials To save the last external number used 1 Whilst making an external call press SAVE This stops the numb...

Page 10: ...skip forward 10 names press SKIP To select another letter press a letter key 3 To dial the name number shown press CALL otherwise to exit the INDeX Directory press ANSWER RELEASE To make a call using Dial by Name search of the INDeX 1 Press INDeX for an internal call or SPEED DIAL and then INDeX for an external number 2 Press the key matching the 1st letter of the Name you want For example to find...

Page 11: ...mbers Press DIALLED See Redialling External Numbers on page 9 If ENTER ACCOUNT appears see page 12 If ENTER PIN appears see page 12 2 Continue as for a normal external call see page 8 Storing Personal Speed Dials To store a personal speed dial 1 Press PROGRAM and then SPEED DIAL 2 Enter your passcode see page 40 3 The display shows 0 9 OR DSS KEY Press the number 0 to 9 or DSS key under which you ...

Page 12: ... of the phone from which you dial The system checks the code against its list of codes before allowing the call To enter a forced PIN code 1 Dial your PIN code If you make a mistake press DELETE to delete the last digit entered 2 When you have entered your PIN code press DONE 3 If the system does not recognise the code it gives a constant tone End your call attempt 4 If the code is recognised your...

Page 13: ...extension s call into a conference with you not available to all phones Monitor Allows you to hear the other call without interrupting it not available to all phones Arrange a Callback If the extension you call is busy or just rings you can set a callback When that extension becomes free or is next used your phone rings If you answer the other extension rings After setting a callback you can make ...

Page 14: ...er calls To Camp On to a busy extension 1 Press CAMP ON 2 To replace the handset without cancelling the camp on press SPEAKER first 3 To end the camp on press ANSWER RELEASE or replace the handset Intrude If your phone can intrude an INTRUDE option appears when calling a busy extension Your System Manager controls which extensions can intrude and be intruded on To intrude on a call 1 Press INTRUDE...

Page 15: ...R If no and you clear down first press SCROLL CLEAR and then HOLD to retrieve the first call If no and called party clears down first then press HOLD to retrieve the first call 4 If unanswered press HOLD to retrieve to the first call To exit the conference 1 Press ANSWER RELEASE or replace the handset To park all the conference parties 1 Press PARK see page 21 To split a 3 way conference 1 Press S...

Page 16: ...rom the Notepad 1 Press SPEED DIAL and then DIALLED and select from the last five stored numbers move between them by pressing the lower left and right symbols When the number you require is shown press CALL Switching to Handsfree You can switch between handsfree speaker and handset operation without interrupting the call To switch from the handset to speaker 1 Press SPEAKER You can now replace th...

Page 17: ... be useful to tell that person what software your phone system uses To display the software release 1 During a call press PROGRAM the phone displays the software installed on your system To do this without making a call just press ANSWER RELEASE first 2 Press SCROLL to return to the normal display Muting Calls You can stop the caller from hearing you if necessary This feature works for both handsf...

Page 18: ...tinue the call handsfree Note that this feature can be switched off for the whole system Answering a Message Other extensions can leave their number on your phone see page 14 Your phone can store several messages It shows CALL FOR MESSAGE the caller s number and the lamp comes on The exceptions are If your own number appears this indicates an alarm see page 18 If Message From Voice Mail appears th...

Page 19: ...show the longest ringing call 2 Press the symbol if shown opposite the name to switch between details of the caller and called party 3 To show other ringing phones press NEXT if shown 4 To pick up the call shown press ANSWER RELEASE 5 To cancel the pickup display press CANCEL 6 To repeat the list press AGAIN To set the phone s pickup group 1 Press PROGRAM and then SCROLL Press PICKUP 2 Enter your ...

Page 20: ...nsion or press HOLD and use the Directory feature see page 10 2 If the display shows FREE press ANSWER RELEASE to transfer otherwise press CANCEL To transfer an external call using park 1 Press PARK to park the current call Note the line number of the call and give this to the person whom you want to unpark the call e g by calling or paging them Holding Calls Only the extension that holds a call c...

Page 21: ...rectory by keying name see page 10 or if you know the number simply dial 2 The extension s status appears on the right hand display FREE BUSY or NU Number Unobtainable 3 Dial another number or press CANCEL If the extension displayed is free 1 For an unannounced transfer press ANSWER RELEASE 2 To make an enquiry press HOLD This holds your current caller and rings the dial ahead extension 3 If unans...

Page 22: ...et callers cannot set a callback or camp on Divert on No Answer Used after a call rings your phone for a set period see page 36 Divert All is only activated by pressing the DIVERT key Divert on Busy and Divert on No Answer are once set are always active See page 23 for instructions on setting up these divert destinations In addition you can use either No Calls Stops all calls Callers hear continuo...

Page 23: ...f your Home or Mobile destination is configured to divert callers on no answer but you require unanswered Personal Numbering calls to recall to your INDeX voice mailbox then ensure that the Personal Numbering Recall timer is lower than that of the destination no answer timer Do not configure your Mobile or Home destination to divert back to your office DDI number Remote Setting of Personal Number ...

Page 24: ...er divert all destination and enter a timeout or jump to step 7 7 If a system speed dial number is required press ALL followed SPEED DIAL Select the required system speed dial store number Alternatively you can press ALL and enter another alternative divert all number These will be displayed as OTHER when the DIVERT key is pressed to activate divert all 8 Press PROGRAM to finish 9 To activate dive...

Page 25: ...On Off Pressing NO CALLS switches it on or off When on and you lift the handset or press ANSWER RELEASE you will hear a broken dial but you can still make calls How it works depends on if you have set a Divert All number see page 23 With a Divert All Set Press NO CALLS and DIVERT The symbol above the NO CALLS key stays on All calls go to the divert number but unlike Divert All even that number can...

Page 26: ... Forwarding Calls Forward allows you to remotely set your phone to divert By default the system bars remote forwarding extensions Contact your System Manager to enable this feature To set a forward 1 From another display terminal press PROGRAM and then FORWARD 2 The display shows FORWARD FROM Enter the phone number from which to forward calls from and press DONE 3 Enter the passcode of the phone f...

Page 27: ...mber if set 4 Press CANCEL and dial the number to store 5 Select another DSS key or press DONE and PROGRAM to finish Using DSS Keys Once setup you can use the DSS key for the following actions You can also use DSS keys to dial personal speed dial numbers see page 11 To make internal calls Press the DSS key storing the extension or group number To make external calls Press the DSS key storing the l...

Page 28: ...er clip into one pin hole Squeeze the label to the right 2 Repeat with the other pin hole 3 Lift the label cover clear and remove the card insert To replace the label cover 1 Replace the card insert 2 Slide the tabs on the right hand edge of the label cover into their slots 3 Bow the label cover to slip the tabs on the left hand edge of the label cover into their slots DSS Key Label Template A tem...

Page 29: ...sent you an alert see page 34 Press the symbol if shown opposite the name to switch between details of the current and waiting alert call To switch between calls 1 Press HOLD Use the held call features see page 20 Single Pips Intrusion Single pips during a call indicate that another phone is about to intrude on your call Once they intrude the system gives regular reminder pips Please Finish Call M...

Page 30: ...ter your number again or press DONE 5 A solid symbol above the GROUP keys indicates when you are available to receive ACD calls Stopping ACD Calls Temporarily Busy To temporarily stop receiving ACD calls 1 To indicate that you are at your desk but doing other work press GROUP The flashing symbol above the GROUP key indicates busy wrap up to the ACD system The system can automatically cancel this a...

Page 31: ...hears a single tone and can then hear you you cannot hear them Direct Call The extension called hears a single tone and then you can hear each other There are four usage settings Normal Auto Answer Voice and Intercom See page 32 to see how the different usage settings interact Setting Up Soft DSS Keys To clear the Soft DSS keys after set up cancel all the set extensions see page 32 To setup Soft D...

Page 32: ... press CANCEL To display the next number press NEXT To enter a new number press NEXT until the top right display goes blank then enter the number 4 Press PROGRAM to finish Changing the Soft DSS Usage When using Soft DSS Keys to make a call the usage setting of the two phones determines the type of call that occurs see diagram The phone s usage setting affects all of its Soft DSS keys The system tr...

Page 33: ...play more details and functions Soft DSS Key Display After setting up a Soft DSS key the symbol next to the extension s name shows its status e g Off Extension is free Flashing Extension is ringing On The extension is busy In full line mode the display also shows when an extension is on DIVERT or NO CALLS Set to No Calls no divert all set Set to No Calls diverting to 204 Set to Divert All divertin...

Page 34: ...heir extension To alert the extension 1 Press the display key on the right of the name The display shows details of the extension s current call 2 If ALERT does not appear the extension is busy for reasons other than a call e g handset off hook 3 Press ALERT The display shows HOLDING 4 If INTRUDE appears you can intrude on the call see page 14 Remotely Switching No Calls Divert On Off In full line...

Page 35: ...r own distinctive ring While doing this the phone rings To change the ringer sound 1 Press PROGRAM and then RINGER 2 Enter your passcode see page 40 3 Select from OWN or GROUPS 4 Press SOUND The display shows a slider Adjust this using the keys on its left and right 5 To select another part of the sound to adjust press TONE This changes the slider to a different tone 6 Press DONE and PROGRAM to fi...

Page 36: ...he ringer timeout control several actions Callback How long a callback rings you before cancelling Group hunting How long calls to a group of which your phone is a member rings your phone before trying the next member Divert on no answer How long calls ring at your phone before the system uses Divert on No Answer if set To set the ringer timeout 1 Press PROGRAM and then RINGER 2 Enter your passcod...

Page 37: ...an alarm set CLEAR appears below the alarm time 3 To set the alarm type Press TYPE Press CHANGE until the required type of alarm appears then press DONE 4 To add or remove an alarm message Press MESSAGE and To select no message press NONE To alter the message press EDIT Enter the message text see page 41 and then press DONE 5 To set the alarm time and day Press SET Dial the alarm time in 24 hour c...

Page 38: ...p you receive calls made to the group number not your extension number however you can still receive calls made to your extension number In addition the group s type sets the order in which its members ring defined by your System Manager The types are rotary collective sequential and longest waiting see Glossary on page 48 When in a group where each member rings in turn your phone rings for the ti...

Page 39: ...N press either LOG ON and enter your number or INDeX and select your name You may be asked to enter your passcode option set by your System Manager See page 40 for details on entering and changing your passcode 2 If the phone is displaying LOG OFF press that key first and then perform step 1 as above Message Waiting Indication When a voice message has been left against a logged off hot desk number...

Page 40: ...NAL IS BARRED To unbar your phone contact the System Manager To change your passcode 1 Press PROGRAM and then SCROLL twice Press PASS 2 Enter the current passcode 3 The display shows ENTER NEW CODE Enter the new passcode all passcodes must be at least four digits To restart after a mistake press CANCEL Background Music If your system has external Music on Hold installed you may be able to have it ...

Page 41: ... can still make internal calls whilst locked To lock unlock a phone 1 Press PROGRAM and then NO CALLS 2 Enter your passcode see page 40 3 The phone displays the current setting 4 To change the current setting press CHANGE 5 Press DONE and then press PROGRAM to finish Language Controls The system allows you to select which language to use for the phone s display To change the phone s display langua...

Page 42: ...ess REWIND 2 To fast forward the message press FFWD 3 To hear the next message press NEXT 4 To delete the message press DELETE 5 To hear the previous message press SCROLL and PREVIOUS 6 To find out when the message was left press WHEN 7 To copy the message to a mailbox press COPY 8 To save the message press SCROLL and then SAVE 9 To record a number on the Notepad press SCROLL twice and then NOTEPA...

Page 43: ...ting Press FINISH and replace the handset or press MENU to change NAME or VOLUME To alter your mailbox name select NAME Either LISTEN to your existing mailbox name or press CHANGE to alter your mailbox name Press FINISH and replace the handset or press MENU to change PERM MSG or VOLUME To alter your mailbox volume select VOLUME and use the keys on either side to increase decrease the volume as req...

Page 44: ...ows 8 Press VOICE and then either PERM MSG OR TEMP MSG 9 The display shows ENTER PASSCODE Enter your passcode 10 Once the Voice Manager accepts your passcode it shows LISTEN DELETE CHANGE and VOLUME 11 Press CHANGE and record your message 12 On completion press FINISH and press ANSWER RELEASE Leaving Voice Mail Messages To leave voice messages 1 Press VOICE and then MESSAGE 2 The display shows DIA...

Page 45: ...ess SETUP and then SERVICE 2 To change all areas press ALL 3 To change a particular area press SELECT Enter the area and press DONE 4 Press CHANGE to select DAY or NIGHT SERVICE 5 When finished press DONE Changing the Time Phones with System Manager status can alter the time set on the system and displayed on phones The time shown is in either 12 hour or 24 hour clock format set by the maintainer ...

Page 46: ... not run The system uses ACA modules in two ways It plays to external callers waiting to be answered It also uses them for system and personal alarms To play record an ACA module 1 Press SET UP and then ACA MSG Dial the directory number of the module If the module is locked press CHANGE to unlock it 2 To play the current recording Press PLAY to start the module Press STOP to stop the module 3 To s...

Page 47: ... so that they can keep your pickup groups phone directories etc up to date Answering Calls Answer the phone promptly and identify yourself Sound helpful and friendly Get the caller s name and use it Do not be bad mannered to wrong numbers always accept the apology Transfer the call to the correct extension if you can Listen to the caller and let them know you are listening If taking a message incl...

Page 48: ...nging and uses the speaker of the phone s called Also called a broadcast call Pickup Group Glossary A group of phones within which you can pickup and answer calls ringing at member extensions Pilot Number A special number used to route DDI calls on the phone system PIN Code The system stores up to 400 6 digit PIN codes Each has its own call barring and phone settings When you use a PIN its setting...

Page 49: ... phone 41 LOG OFF 30 LOG ON 30 Log on off 39 Mailbox Customise 43 Maintenance messages 29 Make call Internal 8 Soft DSS 33 Manners 47 MESSAGE 44 Answer 18 Leave 14 No call override 25 Microphone On Off 17 MISSED 38 Missed calls 38 Mobile access 12 MODE 32 MODIFY 43 Monitor 14 MUSIC Alarm 37 Background 40 MUTE 17 Name 41 Name mailbox 43 NEXT 18 Night service 45 NO CALLS 41 Absence messages 26 Overr...

Page 50: ...ated to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to gsspublishing avaya com Copyright 2001 Avaya All rights reserved Avaya ...

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