Aastra ITE Agent User manual

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Table of Contents

ii Aastra – 2539-002

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ITE Agent Phone User Guide

Aastra - 2539-002 iii

2

nd

Edition (May 23, 2005)

Information in this manual may change with product revisions. Aastra Intecom may add

features or enhancements to the product(s) and/or program(s) described in this manual at

any time.

Technical Publications freezes the information in this manual based on the specified

software and hardware releases. Publications writers incorporate such changes into newly

released publication editions. Publications writers will incorporate any modifications

provided to them after the publication release date into the next scheduled release of

the publication.

Aastra Intecom furnishes the application described in this manual under a license

agreement and customers may use or copy information in the manuals only in accordance

with the terms of the agreement.

Contact Information

Address any reader comments to:

Aastra Intecom

Customer Information Group Manager, M/S 1N

2811 Internet Boulevard

Frisco, TX 75034-1851

You may also send email to [email protected]

What to Expect when Contacting Company

Technical Publications will email responses to customers within seven business days of

the contact. Note that product support is not available through this email address. For

product support, contact the Aastra Intecom Customer Service Center (CSC) at 1-800-

729-1872. Aastra Intecom may use or distribute review comments and information

without incurring obligation.

Trademarks and Acknowledgements

Product registered trademarks and copyrights of the products included in this publication

include Pointspan®, Centergy®, Centergy Remote®, Centergy Reporting®, and

Centergy 5® as registered trademarks of Aastra Intecom Inc.

Product trademarks and copyrights of the products included in this publication include

Nexspan™, Unified Communication Platform™, Integrated Conference Manager™, and

Movacs™ as trademarks of Aastra Intecom Inc.

This publication identifies all other products or services mentioned herein by the

trademarks, service marks, or product names designated by the companies that market

those products. The companies producing these trademarks and registered trademarks

control ownership of them. Make all inquiries concerning such trademarks directly to

those companies.

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iv Aastra – 2539-002

Revision History

The following 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

North America -

Technical Publications

Initial release of this

publication.

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Table of Contents

2

nd

Edition (May 23, 2005)................................................................................................iii

Contact Information...........................................................................................................iii

What to Expect when Contacting Company......................................................................iii

Trademarks and Acknowledgements.................................................................................iii

Revision History................................................................................................................iv

About This Publication........................................................................................................xiii

Audience..........................................................................................................................xiii

Publication Organization .................................................................................................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 Button Description.................................................................................................2

Feature Button Lamps..................................................................................................3

Ring Types..........................................................................................................................3

System Tones......................................................................................................................3

System Voice Prompts........................................................................................................4

Place a Call .........................................................................................................................5

Place an Internal Call ...................................................................................................5

Place an External Call ..................................................................................................5

Dial with Abbreviated Dial ..........................................................................................6

Dial with Auto Dial......................................................................................................6

Dial with Redial ...........................................................................................................6

Answer a Call......................................................................................................................6

End a Call............................................................................................................................6

Chapter 2 Phone Settings........................................................................................................7

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Mute....................................................................................................................................7

Use the Mute Button ....................................................................................................7

Display Contrast .................................................................................................................7

Headset Volume..................................................................................................................8

Set the Headset Volume...............................................................................................8

Ringer Volume and Tone....................................................................................................8

Set the Ringer Volume.................................................................................................8

Set the Ringer Tone...................................................................................................... 9

Chapter 3 Features................................................................................................................11

Abbreviated Dial...............................................................................................................11

Store or Change an Abbreviated Dial Number...........................................................11

Dial an Abbreviated Dial Number..............................................................................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 Override...................................................................................................................15

Override a Busy Extension.........................................................................................15

Buzz/Status .......................................................................................................................16

Placing a Buzz Call to a Status User..........................................................................16

Answering a Buzz Call from a Status User................................................................17

Placing a Status Call to a Buzz User..........................................................................17

Answer a Call from a Buzz User................................................................................ 17

Callback - Busy/No Answer (Internal Calls).................................................................... 18

Place a Callback on a Busy Extension .......................................................................18

Use Automatic Callback............................................................................................. 19

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Returning a Callback..................................................................................................19

Return a Selected Callback When You Have More Than One ..................................20

Display a Callback .....................................................................................................20

Call Forward.....................................................................................................................20

Set Up Call Forward...................................................................................................21

Cancel Call Forward...................................................................................................21

Call Mark..........................................................................................................................22

Marking a Call............................................................................................................ 22

Call Park ...........................................................................................................................22

Park a Call.................................................................................................................. 23

Pick Up a Parked Call from Any Phone.....................................................................23

Call Pickup........................................................................................................................23

Pick up a Call as Member 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 Calls (Call Hold)..........................................................................26

Return to the Party on Hold (Call Hold) ....................................................................27

Accept a Call Waiting (Normal Hold)........................................................................27

Alternate Between Calls (Normal Hold)....................................................................28

Return to the Party on Hold (Normal Hold)............................................................... 28

Cancel ...............................................................................................................................28

Use Cancel..................................................................................................................28

Conference........................................................................................................................28

Conference up to Seven Parties..................................................................................29

Return to the Conference if a Dialed Number is Busy or Unanswered......................30

Place a Conference Call on Hold ...............................................................................30

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Rejoin a Conference Call on Hold .............................................................................30

Data Calls..........................................................................................................................31

Use Data Features....................................................................................................... 31

Display Feature.................................................................................................................32

Use the Display Feature .............................................................................................32

Do Not Disturb..................................................................................................................33

Activate Do Not Disturb.............................................................................................33

Cancel Do Not Disturb...............................................................................................33

Event Timer ......................................................................................................................33

Use the Event Timer...................................................................................................33

Group Listen.....................................................................................................................34

Add Group Listen Parties to a Conference.................................................................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

Answer a Call with Hands-Free Auto-Answer........................................................... 37

End a Call with Hands-Free Auto-Answer.................................................................37

Hold ..................................................................................................................................37

Call Hold Type..................................................................................................................38

Place a Call on Hold...................................................................................................38

Retrieve a Call on Hold..............................................................................................38

Alternate between Calls..............................................................................................38

Normal Hold Type............................................................................................................39

Place a Call on Hold...................................................................................................39

Retrieve a Call on Hold..............................................................................................39

Hotline Conference........................................................................................................... 39

Initiate a Hotline Conference Call..............................................................................40

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Accept a Hotline Conference Call..............................................................................40

Hotline ..............................................................................................................................40

Use Hotline.................................................................................................................40

Intercom............................................................................................................................41

Place an Intercom Call ...............................................................................................41

Answer an Intercom Call............................................................................................ 42

Meet-Me Conference........................................................................................................42

Enter a Meet-Me Conference .....................................................................................43

Leave a Meet-Me Conference....................................................................................43

Lock and Unlock a Meet-Me Conference..................................................................43

Accept a Call Waiting During a Meet-Me 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 Automatic Callback................................................................................. 46

Cancel the Callback....................................................................................................47

Use Online Queuing...................................................................................................47

Redial................................................................................................................................47

Place a Call................................................................................................................. 47

Transfer.............................................................................................................................48

Transfer a Call............................................................................................................48

Rejoin the Original Party if the Destination is Busy or Unanswered.........................49

Voice Mail ........................................................................................................................49

Access Voice Mail with Automatic Sign-On.............................................................49

Retrieve a Voice mail from another Phone or Outside Location ...............................49

Chapter 4 ACD Features......................................................................................................51

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ACD Sign On....................................................................................................................51

Off Line Lamp Status.................................................................................................51

Sign On State..............................................................................................................52

Automatic Sign On..................................................................................................... 52

Manual Sign On with Agent ID Number ...................................................................52

Manual Sign On with Agent ID Number and Password ............................................ 53

ACD Sign Off...................................................................................................................54

Sign Off......................................................................................................................54

Agent 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

Night Service ....................................................................................................................57

Activate Night Service ...............................................................................................57

Cancel Night Service..................................................................................................57

Overflow...........................................................................................................................58

Activate Overflow Manually......................................................................................58

Cancel Overflow ........................................................................................................58

Reroute..............................................................................................................................58

Use Reroute................................................................................................................58

Cancel Reroute while Activating ...............................................................................59

Send to Me........................................................................................................................59

Use Send to Me ..........................................................................................................59

Cancel Send to Me .....................................................................................................60

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Work .................................................................................................................................60

Activate Work............................................................................................................60

Cancel Work............................................................................................................... 61

Wrap Up............................................................................................................................61

Automatic Wrap Up Function....................................................................................61

Cancel Automatic Wrap Manually.............................................................................62

Chapter 5 Centergy® Reporting Application Features.....................................................63

Centergy Reporting Application Features ........................................................................63

Emergency Call Record....................................................................................................63

Start 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 Partial Transact Code...................................................................................65

Delete a Complete Transact Code..............................................................................66

Transact Example....................................................................................................... 66

Transact Phone Display..............................................................................................66

Agent Unavailable with Reason Code.............................................................................. 66

Activate Agent Unavailable ....................................................................................... 67

Cancel Agent Unavailable..........................................................................................67

Chapter 6 Phone Tests..........................................................................................................69

Phone Tests.......................................................................................................................69

Basic Procedures ........................................................................................................69

Basic Telephone Self-Test..........................................................................................69

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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

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About This Publication

The ITE Agent Phone User Guide describes the phone and its primary functions.

Audience

Any user of the ITE Agent Phone telephone should reference this publication.

Publication Organization

This publication contains the following chapters.

Chapter, Topic Description

Chapter 1, Basic Information Provides basic information for the ITE Agent

Phone

Chapter 2, Phone Settings Provides procedures for the phone settings

Chapter 3, Features Provides procedures 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 center applications.

Chapter 6, Telephone Tests Provides procedures for phone tests

Chapter 7, Feature Codes Provides a list of the feature codes

Appendix I, Glossary Glossary

Conventions Used In This Publication

This manual uses the following document conventions to help you identify different types

of information.

Convention Description Example

(Italics) Explanatory text within a

command sample

(Building Ports)

Provides supplemental

information.

The prompt may not display

if …

Provides information to

help you avoid possible

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About this Publication

xiv Aastra – 2539-002

Convention Description Example

damage to hardware or a

system crash (without data

loss).

Use case 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/result table,

contains an instruction.

Result column In a step/action/result table,

contains anything important

that the action causes to

happen.

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ITE Agent Phone User Guide

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Chapter 1

Basic Information

ITE Agent Phone Description

The ITE Agent Phone is a 30-button phone that provides gives you access to all of the

features available on the PointSpan 6880 Series PBXs.

The features on your phone have been chosen by the system administrator to meet your

needs; therefore, you may not have access to all of the features that are documented in

this guide. If you have any questions about features, contact your system administrator.

The following are some features of the ITE Agent Phone.

Feature Description

Display Screen 40-character LCD display

Headset Operates with a headset only

Hook button Replaces the switchhook

Auto Answer

button

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 selected for your specific needs. Some

features described in this guide may not be available to you on your phone.

• You can use your phone to make voice and data calls at the same time.

• On a phone with more than one extension, press the button on the extension that you

want to use before pressing the Hook button.

• When talking on an extension that is shared by others, your phone conversation

remains private and cannot be interrupted by anyone else unless the Privacy Release

feature is used.

• If you hear a fast busy tone when attempting to use a feature, it usually indicates that

the feature cannot be used on your phone.

• If you have any questions about the features on your phone, contact your system

administrator.

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Chapter 1, Basic Information

2 Aastra – 2539-002

ITE Agent Phone Diagram

Special Button Description

The following table describes the fixed buttons on the ITE Agent phone.

Button Name Description

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 microphone so that the other party

cannot hear you

Hook

• Used in place of a handset to take the phone

onhook and offhook

Hold

• Places a party on hold

Redial

• Redials the last external number dialed

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Button Name Description

And

Up and Down

Arrows

• Used to set display contrast

• User to set ringer volume and tone

Feature Button Lamps

Lamp State Description

Off Line or feature is not in use

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 Internal Call

Two-ring pattern External Call

Three-ring pattern System Call as in a Callback

System Tones

The following tones are heard on a PointSpan 6880 Series system.

Sound Tone Description

Low-Pitched Hum

Dial Tone You can begin dialing

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Sound Tone Description

High-Pitched Hum

Outside Dial Tone You have dialed the access code

for an outside call (usually a 9)

Medium-Pitched Hum

Modem Tone You can make a data call

BuzzBuzz

Busy The number that you dialed is

busy

BuzBuzBuzBuz

Fast Busy You action is not accepted by the

system

1 Beep

Input Prompt Tone The system is waiting for your

input

2 Beeps

Confirmation Tone The system has confirmed your

action

1 Short Ring

Internal Call Waiting

Tone

You are 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 called an extension that

is busy

Long Beep

Warning Tone Another party is joining (as in a

conference)

System Voice Prompts

The following voice prompts are heard on a PointSpan 6880 Series system.

Voice Prompt Description

"Park number _____"

You have parked a call. This number must

be dialed to retrieve the call

"Extension _____ is not in service"

You have dialed a non-working number

"Invalid, Invalid"

You have dialed incorrectly

"Depress CALLBACK to queue call"

All outgoing lines are busy. You may

queue the call and hang up.

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Voice Prompt Description

"All lines busy, please hold"

All outgoing lines are busy. Your call is

queued automatically and you may stay on

the line.

Place a Call

Step Action Result

1. Press

Extension lamp ON

SPKR lamp ON if Speaker

is used

Place an Internal Call

• If you have more than one extension 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 long

before dialing. You must hang up and try again.

Step Action Result

1.

Dial the extension number

The call is placed

Place an External Call

Your system administrator will provide you with dialing codes and calling limitations.

Step Action Result

1.

Dial the outside access

number (usually a 9)

2.

Dial the external number

The call is placed

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6 Aastra – 2539-002

Dial with Abbreviated 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 answered

End a Call

Step Action Result

1. Press

The call is disconnected

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Aastra ITE Agent User manual

Aastra ITE Agent User manual

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