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Chapter 7: Using IP Phones in Genesys Contact Centers

Configuring 3rd Party Call Control (3PCC)

User’s Guide

Configuring 3

Party Call Control (3PCC)

The 3PCC feature lets users control phones remotely from computer applications.
3PCC always supports the following functions:



MakeCall (call initiation/setup)



Release



Hold



Retrieve



Transfer



Consult



Conference



To configure 3PCC using Configuration File:

•

Use the table below as reference.

Table 8: 3PCC Parameters

Parameter

Description

[voip/talk_event/enabled]

[0]

Disable (default)

[1]

Enable

Summary of Contents for AudioCodes 420HD

Page 1: ...420HD IP Phone User s Guide...

Page 2: ...sure that the information in this document is complete and accurate at the time of release Genesys Telecommunications Laboratories Inc cannot assume responsibility for any existing errors Changes and...

Page 3: ...ntroducing Genesys 420HD IP Phone 11 Cutting Edge Voice Quality HD VoIP 11 Interoperability 11 Chapter 2 Setting Up the Phone 12 Unpacking 12 Device Description 13 Front View 13 Rear View 16 Cabling 1...

Page 4: ...on 40 Deleting a Contact 40 Searching for a Contact 41 Defining a Speed Dial Key 42 Assigning a Phone Number to a Key 42 Editing a Speed Dial Assignment 43 Deleting Speed Dials 43 Chapter 5 Performing...

Page 5: ...ine 60 Making Multiple Line Calls 61 Toggling Between Multiple Line Calls 62 Toggling Between Calls on the Same Line 63 Answering Calls 63 Ending Calls 63 Chapter 7 Using IP Phones in Genesys Contact...

Page 6: ...r View 16 Figure 3 Cabling 17 Figure 4 Routing the Handset Cable 19 Figure 5 Detaching the Base 19 Figure 6 LCD Screen in Idle State 21 Figure 7 Menus 24 Figure 8 Alphanumerical Selection 25 Figure 9...

Page 7: ...Table 2 Rear View Description 16 Table 3 Cabling Procedure 17 Table 4 LCD Screen in Idle State 22 Table 5 Softkeys 22 Table 6 Messages Displayed on LCD Screen Indicating Processes In Progress 27 Tabl...

Page 8: ......

Page 9: ...rovide voice communication over an IP network allowing you to place and receive phone calls put calls on hold transfer calls make conference calls and so on The phone offers a wide variety of manageme...

Page 10: ...ntacting Genesys Customer Care If you have purchased support directly from Genesys see the Contact Information on the Customer Care website Before contacting Customer Care refer to the Genesys Care Pr...

Page 11: ...uct and take advantage of its multiple features Cutting Edge Voice Quality HD VoIP Based on advanced robust and field proven VoIPerfectHD software the Genesys IP Phone is designed to utilize popular w...

Page 12: ...Guide 12 Chapter 2 Setting Up the Phone Unpacking When unpacking ensure that the following items are present and undamaged 420HD IP Phone Stand Handset Cord Cat 5e Ethernet Cable AC Power Adapter Opt...

Page 13: ...g or broken contact the distributor from whom you purchased the phone for assistance Device Description Use the graphics below to identify and familiarize yourself with the device s hardware functions...

Page 14: ...Chapter 2 Setting Up the Phone Device Description 14 420HD IP Phone Figure 1 Front View 1 2 3 4 5 6 7 8 9 12 13 14 15 11 10...

Page 15: ...ting a contact number for example Press the OK button to select a menu item option 5 VOICE MAIL Retrieves voice mail messages 6 CONTACTS Press to directly access the Personal directory 7 MENU Accesses...

Page 16: ...onnect the handset RJ 45 port to connect to the Ethernet LAN cable for the LAN connection uplink 10 100 Mbps If you re using Power over Ethernet PoE power to the phone is supplied from the Ethernet ca...

Page 17: ...e phone Connect the RJ 45 LAN port to your LAN network LAN port or LAN switch router using a CAT 5 5e Ethernet cable Connect the RJ 45 PC port to a computer using a CAT 5 5e straight through Ethernet...

Page 18: ...on a desk or flat surface 1 Off hook the handset if on hook and place the phone upside down i e base up on your desktop 2 On the phone s base identify outer rails 3 On the phone s stand identify oute...

Page 19: ...e phone on a wall 1 Attach the stand of the phone for the purpose of a wall mounting 2 Detach the base Figure 5 Detaching the Base To detach the phone s stand push this button 3 Attach it again as you...

Page 20: ...of 3 15 16 inches 100 mm from one another in line with the template 6 Insert two masonry anchors into the holes if necessary 7 Thread two screws not supplied into the two masonary anchors ensure that...

Page 21: ...uitive menu driven user interface for configuring the phone and viewing call information This section shows how to use the phone s LCD screen LCD Screen in Idle State The figure below shows the phone...

Page 22: ...te directory or Personal directory Select Selects a menu or menu option Identical to the OK key either can be used A a l Enables choosing letters or digits 1 The letters option can be all caps ABC all...

Page 23: ...r Dialed Calls Displays the submenu s settings End Displayed for example after pressing the Dial softkey and when the called party lifts the handset accepts the call Also displayed after accepting an...

Page 24: ...them Network Status under Status is used to view the phone s dynamic IP address The figure below shows the phone s menus and submenus Figure 7 Menus Notes The Administration menu is intended for syste...

Page 25: ...successively or pressing the pound key successively enables you to navigate to and select alphabet mode number mode or symbol mode To define a contact name you need alphabet mode To define an IP addre...

Page 26: ...ly to navigate to and choose ABC mode OR press the pound key successively to navigate to and choose ABC mode see 1 below 2 Press the 1 key on the keypad a semi colon is entered Immediately press 1 aga...

Page 27: ...Protocol LLDP for initialization Discovering CDP Discovering Cisco Discovery Protocol CDP for initialization Acquiring IP Acquiring an IP address from a DHCP server Initializing Network Initializing t...

Page 28: ...Chapter 3 Getting Started Displayed Messages 28 420HD IP Phone...

Page 29: ...he LCD screen supports multiple languages English is the default but you can change it to another To change the default 1 Access the Languages screen MENU key Settings menu Language submenu 2 Press th...

Page 30: ...ing Tone submenu 2 In the Ring Tone screen select All Extensions to assign the ring tone to all extensions or select the required extension if the phone has extensions and then press the navigation co...

Page 31: ...is configured by your system administrator see the 420HD IP Phone Administrator s Guide If you re manually setting date and time i e no NTP server is deployed then after rebooting the phone or poweri...

Page 32: ...pports 63 different contrast levels To define the LCD screen s contrast level 1 Access the LCD Contrast submenu MENU key Settings menu LCD Contrast submenu 2 Press the navigation control s left or rig...

Page 33: ...save your settings Selecting Audio Device You can select which audio device speaker or headset is activated when you answer calls by pressing the Accept softkey or lifting the handset or when you dial...

Page 34: ...the Ringer Volume bar is displayed on the screen 2 Press the VOL or VOL key on the keypad to adjust the volume After adjusting the Ringer Volume level disappears from the screen Adjusting Tones Volume...

Page 35: ...Speakerphone Volume The volume of the speakerphone can only be adjusted during a call After changing the volume it applies to all subsequent speakerphone use To adjust the speakerphone volume 1 During...

Page 36: ...ling Call Waiting You can enable or disable the call waiting feature To enable or disable call waiting 1 Access the Call Waiting screen MENU key Settings menu Call Waiting submenu 2 Press the navigati...

Page 37: ...screen press the navigation control s upper or lower rim to navigate to a forwarding condition No Reply The call is forwarded if the incoming call is not answered after a user defined time in seconds...

Page 38: ...Notes You can add a maximum of 1 000 contacts to your Personal Directory Your phone also features a Corporate Directory set up by your system administrator by loading a file or using the LDAP Lightwe...

Page 39: ...the Select softkey 3 In the Modify contact screen key in the Name of the new contact see page 25 for detailed instructions 4 Navigate down and key in the new contact s office phone number see page 25...

Page 40: ...he name of the contact to edit 2 Press the Detail softkey 3 Press the Edit softkey 4 Modify the contact s details and press the Save softkey Note You cannot modify Corporate directory contacts Deletin...

Page 41: ...ickly and easily locate a contact in the directory The feature is especially useful if you have a long list of contacts To search for a contact 1 Access the phone directory 2 Search for a contact Pres...

Page 42: ...ed i e MENU key Speed Dial menu Notes Two alternative ways to assign a speed dial key are Press protractedly on an as yet unassigned keypad key the Speed Dial screen opens Access the phone directory M...

Page 43: ...Dial Assignment You can edit a speed dial assignment To edit 1 Access the Speed Dial screen MENU key Speed Dial submenu 2 Navigate down to the speed dial key to edit and press the Select softkey 3 Mo...

Page 44: ...Chapter 4 Customizing Your Phone Defining a Speed Dial Key 44 420HD IP Phone...

Page 45: ...again You can easily change audio device during a call To change from speaker headset to handset Activate speaker headset and pick up the handset the speaker headset is automatically disabled To chan...

Page 46: ...ress or alphabetical letters e g tvservice To dial a regular digits phone number 1 On the keypad key the first digit of a regular phone number the LCD screen displays the digit in the NEW CALL field k...

Page 47: ...isplayed listing in chronological order recently dialed numbers 2 Select the number to redial by pressing the navigation control s upper or lower rim 3 Press the Dial softkey or press the OK key Diali...

Page 48: ...Pick up the handset or Press the headset key ensure that the headset is connected to the phone or Press the speaker key or Press the Accept softkey the speaker is automatically activated When you answ...

Page 49: ...call by pressing the Accept softkey or picking up the handset Ending an Established Call You can end an established call To end an established call Return the handset to the phone cradle if it was us...

Page 50: ...ensions this screen opens All Calls calls that were missed received and dialed Missed Calls calls that were not answered Received Calls the most recently answered numbers Dialed Calls the most recentl...

Page 51: ...otes The call history lists are stored from the newest to oldest entries The maximum number of entries for each call history type is 200 Once this maximum is attained the oldest entry is deleted and r...

Page 52: ...ere already is an active call Here s how you answer a waiting call A call with Mike is in progress on LINE 1 call in progress A call comes in from Abbey call waiting To answer Abbey 1 Press the Accept...

Page 53: ...nd incoming call see page 52 or to make another call To place a call on hold Press the HOLD key the call is put on hold To retrieve a call on hold Press the HOLD key again OR press the Resume softkey...

Page 54: ...g Calls Transfer Method When Attended Transfer also known as Consultative Transfer and Supervised Transfer During an established call with Phone 2 you determine that they need to talk to Phone 3 so yo...

Page 55: ...number or press the Personal directory softkey to select Mike and then press the now enabled Dial softkey Mike s phone rings 3 Press the Trans softkey only after Mike answers after receiving his conse...

Page 56: ...earing if he answers Abbey is transferred to Mike This is a semi attended transfer Blind Transfer Here s how you perform a blind transfer To perform a blind transfer 1 If during an established call wi...

Page 57: ...d 5 Press the Resume softkey resume your original call with John Hosting 3 Way Conference Calls Here s how you make a 3 way conference call with two other parties To make a 3 way conference call 1 Cal...

Page 58: ...press the MUTE key 2 To unmute press the MUTE key again and resume the conversation Activating Do Not Disturb The Do Not Disturb DnD feature enables you to stop the phone from ringing when others call...

Page 59: ...it To listen Press the VOICE MAIL key the phone dials your voice mail box Follow the instructions of your voice mail provider as required Note If the voice mail box phone number has not been configur...

Page 60: ...s upper or lower rim to select the other line the bar moves above it all new calls will now be made on it and all new incoming calls will be received on it Making a Call on a Line Here s how to make...

Page 61: ...page 63 Making Multiple Line Calls Your phone supports multiple line calls Two lines defined by your administrator are supported Two calls can run simultaneously on each line You can therefore have up...

Page 62: ...al softkey when Abbey answers this screen appears 8 To toggle between Mike on hold on line 1000 and Abbey active on line 2000 press the navigation control s upper and lower rim see below Toggling Betw...

Page 63: ...hold To switch from the second placed call to the first placed call Press the navigation control s upper or lower rim to select the first placed call and then press the Resume softkey the second plac...

Page 64: ...1 When the phone s LCD is in idle mode Logged Out press the Login softkey the Log In screen is displayed 2 Enter your Username Obtain it from your system administrator Press the A a 1 softkey success...

Page 65: ...hange your status to Not Ready In the idle screen press the Not Ready softkey the Ready indication changes to Not Ready Restoring your Status from Not Ready to Ready When you return to your desk after...

Page 66: ...pens 3 Select the Always option or scroll down and select the Busy or No Reply option 4 Enter the Number to Forward to or scroll down and select Select from Directory in which you can choose a contact...

Page 67: ...re lets users control phones remotely from computer applications 3PCC always supports the following functions MakeCall call initiation setup Release Hold Retrieve Transfer Consult Conference To config...

Page 68: ...User s Guide 68 Chapter 8 Troubleshooting Use this chapter if a problem with your phone occurs If this chapter does not facilitate resolving the issue contact your system administrator...

Page 69: ...LAN port on the rear of the phone Verify that the other end of the LAN cable is connected to the network switch If it s not inform your system administrator Phone is not ringing Ring volume is set too...

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