Page 2 - he M6320 Featurephone is a practical and; Introduction
T he M6320 Featurephone is a practical and convenient way to use a wide range of businesstelephone features, including Call Forward,Conference Calling, and Speed Dial. The M6320is equipped with automated 13 programmablefeature keys to be programmed as either line keysor as feature keys and integrate...
Page 3 - Table of Contents; Using your M6320 telephone—the basics
Table of Contents M6320 Quick start up 4 Using your M6320 telephone—the basics 5 Answering calls 7Making calls 7Placing a call on hold 7Ending a call 8Setting the alerter volume 8Setting the handset volume 8Setting the Handsfree speaker volume 8Setting the On-hook monitor volume 8Muting the handset ...
Page 6 - Using Your M6320 telephone—the basics
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 18 5 Feature Keys Feature Key 13 Feature Key 12 Feature Key 11 Feature Key 10 Feature Key 9 Feature Key 8 Feature Key 7 Program Key Feature Key 6 Feature Key 5 Feature Key 4 Feature Key 3 Feature Key 2 PDN (Feature Key 1) Feature Key Icons Using Your M632...
Page 8 - The basics: continued; Answering calls
The basics: continued 7 Answering calls To signal an incoming call, your telephone rings, the alerter light flash-es, and the indicator beside a line or intercom key flashes slowly. To answer a call:1. If the call is ringing on a line other than your PDN, press the line or intercom key beside the fl...
Page 11 - Display features
The basics: continued Display features The M6320 has an adjustable two-line display which shows you helpfulinformation about the features you activate or the calls you make andreceive. When making an outgoing call, for instance, the numbers youdial are shown on the display. If your organization has ...
Page 12 - key allows you to enter Programming mode to set up the; Setting up local features
[ b Feature key 7 [ c Feature key 6 [ d Feature key 5 [ e Feature key 4 [ ! Feature key 3 [ ! Feature key 2 [ ! PDN key (Feature key 1) 11 The M6320 has a variety of local features which you can set up to make theset easier to use and to customize the set to meet your specific needs. The b key allow...
Page 13 - Setting up local features: continued; Alerter Volume
Setting up local features: continued These keys are always available to you unless C.O. (Network) Featuresare enabled. C.O. (Network) Features must be enabled when the SaveNumber, Memory Number, and Pause keys are provisioned for switchf eature s b y y o u r s e rv i c e p ro v i d e r). To fi n d o...
Page 14 - Time and Date; Time and Date Format?; Call Timer
Time and Date To set the time and date on your M6320:1. Press b . 2. Press @ until Time and Date Set? is shown on the dis- play. 3. Press a . 4. Enter the date using the format shown on the display. 5. Enter the current time based upon the 24 hour clock. 6. Press a to save the new time and date sett...
Page 15 - Display Language
14 Setting up local features: continued Display Language To select the language used to show information on the display:1. Press b . 2. Press @ until Language? is shown on the display. 3. Press a . 4. Press @ until the desired language is shown on the display. 5. Press a to save the new setting. 6. ...
Page 16 - Predial; Saved
15 The basics: continued Predial The Predial feature allows you to dial your number first, inspect it as it isshown on the display, and then pickup the handset or press . to make your call. To enable/disable the Predial feature:1. Press b . 2. Press @ until Predial? is shown on the display. 3. Press...
Page 17 - Memory Number
Setting up local features: continued 16 Memory Number The Memory Number feature allows you to program up to five tele-phone numbers which can be recalled and dialed quickly and easily.Note that the Memory? option does not appear on the Program menu when C.O. (Network) Features are enabled. To progra...
Page 18 - Mode Selection
17 The set has two operational modes Handsfree (default mode) and ACD mode.The handsfree mode is intended to give the user a high level of features, someof which are listed below. • Handsfree operation by pressing the selector key.• Dual headset working (only 1 operates in transmit mode) in conjunc-...
Page 19 - Quick ways to make calls; Automatic Dial
18 Quick ways to make calls The remaining sections of the guide describe network features whichcan be installed on your M6320. Note that some of the network fea-tures contained here may not be available to you. Also note thatyour service provider may have provisioned your set with network features w...
Page 20 - Quick ways to make calls: continued; Answering an Intercom call; Telephone not in use; Intercom Calls
Quick ways to make calls: continued 19 You can talk directly to a designated person using an Intercom line andthey will hear you through their telephone speaker. For example, anIntercom line can be set up between two security desks. Each I/C key is set up by your system manager to call a particular ...
Page 21 - Making a call within your Intercom Group:; Intercom Group
Quick ways to make calls: continued 20 The telephones in your company can be arranged in Intercom Groups.For example, your project team could be an Intercom Group. You cancall another person within your group by dialling a code assigned byyour system manager. The person called will hear you through ...
Page 22 - Last Number Redial
Quick ways to make calls: continued 21 Last Number Redial You can redial the last number you called on a specific line. This is use-ful if the number you called was busy and you want to reach the personagain. To call using Last Number Redial:1. Press the line key used to make the last call. 2. Press...
Page 23 - How to avoid missing a call; Call Forward
How to avoid missing a call 22 Call Forward Away from your telephone, but expecting an important call? Do youwant someone to take your calls for you while on vacation? CallForward lets you redirect your calls to another telephone or voice mes-sage system. To set Call Forward:1. Press j . The indicat...
Page 24 - How to avoid missing a call: continued; Message Waiting
How to avoid missing a call: continued 23 Telephones in your system can be programmed by your CustomerService Representative or System Administrator into Call Pickupgroups. Call Pickup lets you answer a call ringing at any telephone inyour pickup group from your M6320. To pickup a call ringing at an...
Page 25 - When you can’t reach someone; Press; Override
When you can’t reach someone 24 Override lets you interrupt a person on a call. It is helpful in emergencysituations or when someone expects you to call with important news. To bridge into a two-way call within your system:1. Press q when you hear a busy signal. 2. To temporarily disconnect the thir...
Page 26 - When you can’t reach someone: continued; Ring again
When you can’t reach someone: continued 25 Ring again When you receive a busy signal when calling someone, Ring Again cansignal you when their telephone becomes free. You can then use RingAgain to automatically redial the number. Note that you can only haveone Ring Again request at a time. To use Ri...
Page 27 - Ways to transfer or share calls; Conference; Note: Check with your Customer Service Representative or System
Ways to transfer or share calls 26 Conference You can set up a telephone call between you and up to five other people.This is useful when meeting in a common place is not possible. To add a person to a call:1. While on the current call, press t . The current call goes on hold automatically and you h...
Page 28 - Ways to transfer or share calls: continued; Call Park
Ways to transfer or share calls: continued 27 Call Park Call Park lets you put a call on hold at your telephone, then retrieve thecall from any telephone in your system. To park a call:1. While on a call, press u . You hear two short beeps followed by silence. 2. Hang up. To retrieve a parked call f...
Page 29 - Transfer
28 Ways to transfer or share calls: continued Transfer Send a current call to another telephone within your system usingTransfer. You can either remain on the line when you make the transferor simply redirect the call. To transfer a call directly to another telephone:1. Press m or t . 2. Call the pe...
Page 30 - Controlling your telephone line; Make Busy
29 Controlling your telephone line Make Busy You can make your telephone appear busy to all callers except thoseusing the intercom. You might want to use this feature when you aremeeting with someone and don't want to be disturbed. To make your telephone appear busy:1. Press x . The indicator beside...
Page 31 - Agent Features; until the indicator comes on steadi-; Not Ready indicator goes out.
Agent Features 30 AN ACD system distributes incoming calls evenly to all agents that arelogged into the system. Agents are divided into groups working under theguidance of a supervisor. As an agent, you are responsible for answeringcalls that have been directed to your ACD group and presented at you...
Page 32 - Agent Features: continued; Logging out
Agent Features: continued 31 At the end of your shift you should log out from the ACD system. To log out, press x . The Make Busy indicator comes on and you are logged out of the ACD system. No ACD calls or non-ACD calls will be pre-sented to your telephone while the Make Busy indicator is on. If yo...
Page 33 - Putting an ACD call on hold
Agent Features: continued 32 To put a call on hold while you look up information or consult your supervi-sor press a . The In Calls indicator starts to flash quickly. To return to the held call, press , again. Calls may also be put on hold automatically if, for example, you press the B key to call y...
Page 34 - To enter an LOB code while active on an ACD call press; Line of Business key
Agent Features: continued 33 This optional feature allows a Line of Business (LOB) code to be entered foreach call that you answer. These codes will be predefined for your systemand will allow tracking of such items as the number of calls of a specifictype and the holding times for these calls. Up t...
Page 35 - during a ACD call or the call may be dis-; Not Ready key
Agent Features: continued 34 Pressing the A key at the end of an ACD call makes your position temporarily unavailable to receive new ACD calls. The key is most oftenused to allow time for post-call processing; for example, completing paper-work associated with an ACD call. To stop further ACD calls ...
Page 36 - key. In this case the information will remain visible, and will be; Displaying the queue threshold (continued); RESERVATIONS
Agent Features: continued 35 At some sites, information about the queue is displayed each time a call ispresented to your telephone, as shown in the typical example below. In this example the display shows that the call came in on the organization’sreservations number and the caller has been waiting...
Page 37 - Supervisor features; Interpreting agent indicators
Supervisor features 36 As the supervisor of an ACD group, you are responsible for monitoring andassisting agents’ work. In addition you may work as an agent whenever nec-essary. You may be responsible for one or more ACD groups. This part of the guide explains how to: - interpret agent indicators - ...
Page 38 - Supervisor Features: continued; Displaying the status of an ACD queue (continued)
Supervisor Features: continued 37 INC is the number of incoming calls waiting in the ACD call queueLOG is the number of calls logically queued for this groupAGT is the number of agents available to answer callsWAIT is the waiting time (in seconds) of the call at the front of the highestpriority queu...
Page 39 - Observing agents
Supervisor Features: continued 38 Agents may be observed when they are active on ACD calls or non-ACDcalls. You may monitor an agent’s conversation or participate in the call.Depending on the way your ACD system has been configured, the agent mayreceive a warning tone indicating that they are being ...
Page 40 - keys cannot be used to contact agents directly on sec-; Calling an agent
Supervisor Features: continued 39 You can use the K key to contact the agents you supervise. You can also use it in conjunction with the J keys to call an agent directly without dialling the agent’s number. Press K . The associated indicator comes on. Press the J key for the agent you wish to call. ...
Page 41 - Note: Emergency calls are presented even if you activate; Answering emergency calls
Supervisor Features: continued 40 Instances may arise when an agent needs to contact you for assistance in deal-ing with an urgent or threatening call. Agent telephones are configured withan D key which, when pressed, connects the agent directly to your position. At some sites a recording device may...
Page 42 - Controlled Interflow
Supervisor Features: continued 41 As a supervisor, it is your responsibility to monitor the state of the incom-ing call queues for your ACD group and to route calls from one group toanother if a group has more calls waiting to be answered than can be han-dled in an acceptable time. The G key allows ...
Page 44 - Connecting your M6320: continued; Figure 2 – Wall jack/AC adaptor connections
5. Run the free end of the line cord through the “E” hole in the stand “F”. Slide the cord under the retaining tabs “B” (allow a little slack).Refit the stand in high or low position. 6. Turn the M6320 right-side up and position it on your desk, ensuring that line cord runs through slot “G”. 7. Inse...
Page 45 - Figure 1 - M6320 wall mounting positions
Your telephone set has been prepared at the factory for use on your desk. Ifyou require the set to be positioned on a wall, follow procedure. To mount the M6320 on the wall:1. Pull off the wedge-shaped base unit (stand) from the telephone set. 2. If the set is to be connected to a line cord connecti...
Page 46 - Wall mounting the M6320: continued; Figure 2 - Handset retainer installation
Wall mounting the M6320: continued 45 5. Position the handset retainer (C in Figure 2) into the handset cradle.The handset retainer is included in the stand assembly. Insert the twoplastic tabs (D) on the retainer into the two holes provided. Press firm-ly until the retainer clicks into place. 6. At...
Page 47 - Approval Requirements; Permitted Connections; Safety Requirements; Power Supply
46 Approval Requirements Permitted Connections This telephone, with its associat-ed power supply connector, mayonly be connected to a Centrextelephone system using a socketprovided by your system admin-istrator. Only one terminal with its asso-ciated power supply may be con-nected to the telephone s...
