Avaya 1150E - Manual

About the Avaya 1150E IP Deskphone 11 About the Avaya 1150E IP Deskphone The Avaya 1150E IP Deskphone provides easy access to a wide range of business features. Your network administrator assigns features to your feature keys and provides you with passwords and other codes as required. The Avaya Com...

About the Avaya 1150E IP Deskphone 12 Basic features The Avaya 1150E IP Deskphone supports the following features: • six self-labeled line/programmable with labels and indicators • four context-sensitive soft keys providing access to a maximum of nine features For information about context-sensitive...

About the Avaya 1150E IP Deskphone 16 Telephone controls This section describes the controls on your Avaya 1150E IP Deskphone. In some geographic regions, the Avaya 1150E IP Deskphone is offered with key caps that have English text labels. Text in parentheses indicates labels appearing on the key ca...

About the Avaya 1150E IP Deskphone 17 Use the Volume control buttons to adjust the volume of the ringer, headset, and speaker. Press the top button to increase the volume, and press the bottom button to decrease the volume. Use the Navigation keys to scroll through menus and lists appearing on the L...

About the Avaya 1150E IP Deskphone 18 Feature key (reserved for future use) Activity key (reserved for future use) Use the Goodbye key to terminate an active call. Press the Emergency key to join the supervisor into a call that you judge to be an emergency situation. Your Mute key functionality is e...

About the Avaya 1150E IP Deskphone 19 Press the Make Busy key to log out of the ACD queue and agent position. Press the Not Ready key to exit the ACD queue without logging out. Press the In-Calls key to answer incoming ACD calls. When a message is waiting, or there is an incoming call, the red Messa...

About the Avaya 1150E IP Deskphone 20 Press the Services key and use the navigation keys to access the following items: • Telephone Options: — Volume adjustment — Contrast adjustment — Language — Date/Time — Display diagnostics — Local Dialpad Tone — Set Info — Diagnostics — Headset Type — Call Log ...

About the Avaya 1150E IP Deskphone 21 (continued) • Password Admin: — Station Control Password Note: The Password Admin menu is not available on all Avaya 1150E IP Deskphone phones. Consult your system administrator. • Display Network Diagnostics Utilities Note: Only your system administrator or ser...

About the Avaya 1150E IP Deskphone 22 Press the Message/Inbox key to access your voice mailbox. Note: This function is not available on all phones; consult your system administrator. The following telephone controls are Avaya 1150E IP Deskphone Supervisor phones only. Press the Ans Emerg key to join...

About the Avaya 1150E IP Deskphone 23 Telephone display Your Avaya 1150E IP Deskphone has three display areas: • The upper display area provides line and feature key status. • The middle display area contains single-line information for items such as caller number, caller name, Call Timer, feature p...

About the Avaya 1150E IP Deskphone 24 Call features and Flexible Feature Codes Some features are not available on all telephones. Call features and Flexible Feature Codes (FFC) must be assigned to your telephone and supported by system software. Contact your system administrator to configure these f...

About the Avaya 1150E IP Deskphone 25 WML Browser support The Avaya 1150 IP Deskphone includes a WML Browser. This browser supports the display of WML pages containing text and images from your administrator. You can also use it in the same way as you would use a browser on a smartphone. One or more...

About the Avaya 1150E IP Deskphone 26 • Refresh: Pressing this soft key causes the current page to reload, including a complete refresh of the deck. • Cancel: Pressing this soft key causes the active WML page request to be cancelled. The displayed WML page can have its own soft keys. These additiona...

About the Avaya 1150E IP Deskphone 28 and select it to place a call; the web browser screen does not display during the call. Use the up and down arrow keys to highlight items on a page. The browser tracks a history of the pages displayed. When the history has items to display, you can see left and ...

About the Avaya 1150E IP Deskphone 30 Note: The default configuration for Password Protection is off. To turn Password Protection on or off: 8. Press the Select soft key to accept the new password. If you are locked out of your Avaya 1150E IP Deskphone, or if you forget your SCPW, contact your syste...

About the Avaya 1150E IP Deskphone 31 6. Choose one of the following context-sensitive soft keys: — Yes to accept the selection — No to return to the Directory menu 7. Press the Done soft key. or Yes No Done

Entering and editing text 32 Entering and editing text You can enter and edit text on your Avaya 1150E IP Deskphone using the following methods: • “Entering text using the telephone dialpad” on page 33 • “Editing text using the context-sensitive soft keys” on page 33 The use of any of these methods ...

Entering and editing text 33 When on a call, you can use the function keys (f1, f2, f3, f4, f5, f6, f7, and f8) to control the telephone. Table 3 shows the function keys and their associated action during telephone calls. Entering text using the telephone dialpad You can use the dialpad to enter tex...

Entering and editing text 34 To edit an entry in your Personal Directory, press the Directory key, and select the desired entry from your Personal Directory. To edit text with the context-sensitive soft keys: 1. Press the Edit soft key. 2. Press the Left/Right navigation keys to move through the tex...

Connecting the components 36 Connecting the components Figure 4 on page 36 shows connections on the Avaya 1150E IP Deskphone. Figure 4: Avaya 1150E IP Deskphone connections WARNING Ensure that the protective rubber cap on the Avaya 1150E IP Deskphone Accessory Expansion Module port is in place when ...

Connecting the components 37 Before you begin Connecting the components of the phone 1. Remove the stand cover. Pull upward on the center catch as indicated in Figure 5, "Removing the stand", on page 38, and remove the stand cover. The cable routing tracks are now accessible. CAUTIONDamage t...

Connecting the components 38 Figure 5: Removing the stand 2. Connect the global power supply (optional). Connect the global power supply to the AC adapter jack in the bottom of the phone. Form a small bend in the cable, and then thread the adapter cord through the channels in the stand. Note 1: Your...

Connecting the components 40 Figure 6: Cable routing tracks 7. Wall-mount your phone (optional). Your Avaya 1150E IP Deskphone can be mounted either: — using the mounting holes on the bottom of the phone stand (Method A), or — using a traditional-style wall-mount box with RJ-45 connector and 15-cm (...

Virtual Private Network 42 Virtual Private Network A Virtual Private Network (VPN) is a network that uses a public network infrastructure, such as the Internet, to provide you with secure access to the private network of your organization. The IP Deskphone VPN feature allows you to connect to your o...

Virtual Private Network 43 • .bin files (for example: 0625C7C) • Java Virtual Machine (JVM) version 1.2 or later must be installed on your PC. Check Start , Settings , Control Panel , Java to see if JVM is installed on your machine and the version of it. If it is not installed, contact your system a...

Virtual Private Network 44 Figure 7: IP Deskphone connected to the modem Figure 8: IP Deskphone connected to the router

Virtual Private Network 45 Figure 9: IP Deskphone connected to the wireless access point and modem Note: If your home network is not configured as shown in the above figures, contact your system administrator for assistance. Note: You cannot connect multiple PCs directly to the PC port on the IP Des...

Virtual Private Network 46 MAC Address based Priority, and IP Address based Priority. To configure QoS, see your router documentation. Installing and configuring VPN Use the following procedure to install and configure VPN on your IP Deskphone. Note: Depending on the version of software installed on...

Virtual Private Network 47 Figure 10: Welcome & language selection window 4. Select your language preference.The following languages are supported: • Arabic • Chinese - simplified • Chinese - traditional • Czech • Danish • Dutch • English • Finnish • French • German • Greek • Hebrew

Virtual Private Network 48 • Hungarian • Italian • Japanese - Katakana • Japanese - Kanji • Korean • Latvian • Norwegian • Polish • Portuguese • Russian • Spanish • Swedish •Turkish 5. Click Next . The Equipment Setup and VPN window appears, as shown in Figure 11 on page 49 .

Virtual Private Network 49 Figure 11: Equipment Setup and VPN window 6. Verify that the modem, IP Deskphone, and PC are connected properly. 7. Disconnect any VPN connection currently running on your PC. See Figure 4, "Avaya 1150E IP Deskphone connections", on page 36 to confirm that your LAN...

Virtual Private Network 50 Figure 12: Locate Data Files window 9. If the wizard was not able to locate the files, click Browse to locate the provisioning files provided by your network administrator. 10. Click Next . The Prepare Phone for Configuration window appears as shown in Figure 13 on page 51...

Virtual Private Network 51 Figure 13: Prepare Phone for Configuration window 11. Power on your IP Deskphone. 12. After you hear the chimes tune and the text AVAYA appears on the IP Deskphone display screen, quickly press the following keys in order. Note: Depending on the current software version on...

Virtual Private Network 52 If the IP Deskphone does not display Listening Mode then your IP Deskphone requires a software upgrade in order to proceed. Click No to proceed to a software upgrade. Follow the next steps to perform a software upgrade on your phone. The Prepare Phone for Configuration (Tr...

Virtual Private Network 53 b. If the IP Deskphone displays Listening Mode , click Yes and go to Step 15 on page 56 . ORIf the IP Deskphone does not display Listening Mode then your IP Deskphone requires a software upgrade in order to proceed. Click No to proceed to a software upgrade. Follow the nex...

Virtual Private Network 55 f. Press the Config soft key on the IP Deskphone. Navigate to the Provision: item. Note: If you can locate the existing provisioning server address, write it down so you can revert to it after you complete this procedure, then click Yes . Observe the Provision: or (TFTP IP...

Virtual Private Network 57 Figure 18: Autodiscover Phone window 16. Click Next . If more than one connected IP Deskphone was discovered, the Autodiscover Phone (More than one phone was discovered) window appears. See Figure 19 on page 58 .

Virtual Private Network 58 Figure 19: Autodiscover Phone (more than one phone was discovered) window a. Obtain the MAC address of the IP Deskphone for which you are configuring the VPN. The MAC address is printed on a label located on the back of the IP Deskphone. b. Select the IP Deskphone to confi...

Virtual Private Network 59 Figure 20: Configure phone window The progress bar displays the percent complete of the provisioning file transfer. Configuring phone is displayed during the file transfer. 18. When Phone configuration complete is displayed, click Next . The Confirmation & Finish windo...

Virtual Private Network 60 Figure 21: Confirmation & Finish window 19. Verify that the IP Deskphone is successfully configured. Note: You may be prompted to enter a User ID and Password before the IP Deskphone registers with the system. This information is provided by your system administrator. ...

Configuring Telephone Options 62 Configuring Telephone Options The Avaya 1150E IP Deskphone allows you to customize certain characteristics. Screen prompts take you step-by-step through procedures to keep you informed on the status of various settings. The Avaya 1150E IP Deskphone Services menu list...

Configuring Telephone Options 63 Note: When an option has a sublist, an ellipsis (...) appears after the option. Using the Telephone Options menu Use the Telephone Options menu to access the following: • “Adjusting the volume” on page 65 • “Adjusting the display screen contrast” on page 66 • “Select...

Configuring Telephone Options 65 Adjusting the volume To adjust the volume, press the Services key and select Telephone Options , and select Volume adjustment... To adjust the volume: 1. Press the Up/Down navigation keys to scroll and highlight one of the following: — Headset talk — Ringer — Headset...

Configuring Telephone Options 66 Adjusting the display screen contrast To adjust the LCD screen contrast, press the Services key, select Telephone Options , and select Contrast adjustment . Note 1: If you have an Expansion Module for the Avaya 1150E IP Deskphone attached to your phone, adjusting the...

Configuring Telephone Options 67 If the Language setting is password-protected, you must enter a password (SCPW) to change the language. If you enter an incorrect password, an error message is displayed. If you enter an incorrect password more than three times, the password functionality is locked. ...

Configuring Telephone Options 68 Accessing display diagnostics The Display diagnostics option tests the phone display screen and indicator lights.To access Display diagnostics, press the Services key, select Telephone Options , and select Display diagnostics . To use Display diagnostics: Choosing a ...

Configuring Telephone Options 69 To choose a local dialpad tone: Viewing phone information The Set Info option displays the following phone-specific information: • IP address • Hardware ID of the IP Deskphone • Current firmware version To view phone information, press the Services key, select Teleph...

Configuring Telephone Options 70 Diagnostics The Diagnostics option displays the following phone-specific information: • Diag Tools (Ping, do Route Traces) • EtherStats (Speed, Auto Neg, CRC Errors, Collision) • IP Stats (Packet Info) • RUDP Stats (Message receive or transmit) • QOS Stats To view di...

Configuring Telephone Options 71 To select a headset type, press the Services key, select Telephone Options , and select Headset Type . To select a headset type: Configuring call log options Use the call log option to configure the following preferences: • “Configuring the Callers List log” on page ...

Configuring Telephone Options 72 To log only unanswered calls, press the Services key, select Telephone Options , and select Call Log Options from the main menu. To log only unanswered calls: To log all incoming calls including calls while IP Deskphone is busy: To log all incoming calls including ca...

Configuring Telephone Options 73 • Press the Cancel soft key to keep existing configurations. Configuring New Call Indication You can configure your Avaya 1150E IP Deskphone to display a message to indicate that a new incoming call was received. The default configuration is On. To configure new call...

Configuring Telephone Options 74 Configuring Preferred Name Match You can configure your Avaya 1150E IP Deskphone to display the name of the caller as defined in your Personal Directory. The default configuration is Off. To configure Preferred Name Match, press the Services key, select Telephone Opt...

Configuring Telephone Options 76 To edit area code display: Choosing a ring type The Ring type… option configures the phone ring tone. To choose a ring type, press the Services key, select Telephone Options , and select Ring type… 1. Press the Up/Down navigation keys to scroll and highlight Area Cod...

Configuring Telephone Options 77 To select a ring type: Enabling or disabling Call Timer The call timer measures how long you are on each call. To enable Call Timer, press the Services key, select Telephone Options , and select Call Timer . When Call Timer is enabled, it is shown in the Date/Time ar...

Configuring Telephone Options 78 Setting the call indicator light To select a headset type, press the Services key, select Telephone Options , and select Call Indicator Light . To turn the call indicator light on or off: Changing feature key labels The Change feature key label option renames the lab...

Configuring Telephone Options 79 individually). To rename feature key labels, press the Services key, select Telephone Options , and select Change feature key labels . If the feature key label setting is password-protected, you must enter a password (SCPW) to change the feature key label. If you ent...

Configuring Telephone Options 80 To restore the default labels: To restore feature key labels, press the Services key, select Telephone Options , and select Change feature key labels . Configuring the name display format You can configure your Avaya 1150E IP Deskphone to display the name of the inco...

Configuring Telephone Options 81 To configure name display format: Configuring Live Dialpad The Live Dialpad option activates the Primary DN key when you make a call by dialing a directory number on the dialpad without picking up the handset or pressing the handsfree key.first name, last name To con...

Configuring Telephone Options 82 2. Press the Send/Enter key. 3. Press the Up/Down navigation keys to scroll and highlight one of the following: — On — Off (default) 4. Choose one of the following: — Press the Select soft key to save the configuration. — Press the Cancel soft key to keep existing co...

Configuring Telephone Options 83 Using the Password Admin menu The Password Admin menu allows you to set or change your SCPW and to enable or disable Password Protection. To change your SCPW: 1. Press the Services key. 2. Press the Up/Down keys to scroll and highlight Password Admin . 3. Press the S...

Configuring Local Menu options 86 Configuring Local Menu options Note: Many of the options discussed in this section are for administrator use only; do not make any changes unless instructed by an administrator. Your system administrator can establish a password for the Local Tools menu. In that cas...

Configuring Local Menu options 87 The key functions in dialog boxes are described in Table 6 . If you are working in Edit mode, the first field of the item is highlighted and a blinking cursor is to the right of the current edit position. The navigation key functions in Edit mode are described in Ta...

Configuring Local Menu options 88 If you are using a USB mouse, right-click on the Telephony screen to open the Local Tools menu, and click on an item to select it. 1. Preferences submenu The Local Tools menu 1. Preferences submenu offers the following choices: • “Changing 1. Display Settings” on pa...

Configuring Local Menu options 89 To adjust Contrast or Sleep settings, press the Services key twice to open the Local Tools menu, press the 1 key on the dialpad to select 1. Preferences , and then press the 1 key on the dialpad to select 1. Display Settings. To adjust Contrast or Sleep settings: 1....

Configuring Local Menu options 90 Changing 2. Language Use the Preferences menu item to configure local preferences. Use the Language... tool to select the language used on your phone. Note: This language setting controls the language used in the local menus on your phone only. To select the languag...

Configuring Local Menu options 91 To select the Active Headset Device, press the Enter key. Press the Up/ Down navigation keys to select the desired headset . To select the active headset device Enabling HID Commands To enable HID Commands, press the Right/Left navigation key to open the Local Tools...

Configuring Local Menu options 92 Enabling USB Headset The wireless USB headset support included in UNIStim firmware release 3.1 for IP Deskphones is the Jabra GN9330E USB4 and the Plantronics CS50-USB and CS60-USB. The Plantronics CS50-USB utilizes 900MHz wireless technology whereas the Plantronics...

Configuring Local Menu options 93 1. Choose the Headset... option in the Preferences menu of the Avaya 1150E IP Deskphone. See the following figure. Making a change in the Headsets... menu page takes affect immediately, but only temporarily, depending on what further action is taken. 2. Press the Ap...

Configuring Local Menu options 94 4. Select the appropriate headset type in the Active Headset Device field from a list of Wired, USB, or Bluetooth as depicted in the following figure. 5. Select the Enable HID Commands check box to provide full HID for supported headsets. 6. Select the Headset type ...

Configuring Local Menu options 95 You can select the headset type and configure as the active headset device regardless of whether the headset is connected or not. Note: You can select the Headset Type only for the Avaya USB Headset Adapters. If the Avaya USB Headset Adapter is not detected, the Hea...

Configuring Local Menu options 96 • Changes have occurred regarding the provisioning of Bluetooth on the IP Deskphone 1150E. With UNIStim 3.1, the Bluetooth Setup page no longer provides the option to select Bluetooth headset as this choice is moved to the Headsets menu. • Users of USB Audio, when c...

Configuring Local Menu options 97 the dialpad to select 1. Preferences , and then press the 3 key on the dialpad to select 3. Headsets... Note: The Headset type and Backlight options are only available when MHA is attached. Table 7 describes the features of the Avaya Mobile Headset Adapter. Configur...

Configuring Local Menu options 98 the Headset key to open the Bluetooth Setup dialog box. You must be familiar with the operation of the navigation keys to work in the Bluetooth Setup dialog box. The Bluetooth Setup menu entry is not available on all phones. If the Bluetooth Setup menu entry appears...

Configuring Local Menu options 100 4. Search devices. a. Ensure that your headset is in Pairing or Search Mode. b. Press the Right navigation key twice, and highlight the Search button, displayed next to the Search Devices item. c. Press the Enter key. The message "Searching…." appears. It c...

Configuring Local Menu options 102 7. Press the Right navigation key one or more times to highlight the Pair button (next to the Pair Device item) and then press the Enter key. a. A dialog box appears, with the prompt "Enter PIN#". b. Use the phone dialpad to enter the PIN for the wireless h...

Configuring Local Menu options 105 Dual Pairing Headsets Take special care when using a "dual pairing" type of Bluetooth wireless technology headset, which can be paired to its base as well as to the Avaya 1150E IP Deskphone. If it is paired to both, the Avaya 1150E IP Deskphone is the secon...

Configuring Local Menu options 106 If the base is powered off, the headset is only paired to the Avaya 1150E IP Deskphone and pressing the "telephone" key connects you to the Avaya 1150E IP Deskphone. Note: Unless you need to dual pair a headset, operating the headset with the Avaya 1150E IP...

Configuring Local Menu options 107 To unpair a wireless headset: 2. Press the Left/Right navigation key to select the “Use BT Headset” item. 3. Press the Enter key to toggle this option on or off. A check mark indicates that the wireless headset is used. Clear the check mark to use a wired headset. ...

Configuring Local Menu options 109 2. Local Diagnostics submenu The Local Tools menu 2. Local Diagnostics submenu offers the following choices: • “1. IP Set Information” on page 109 • “2. Network Diagnostic Tools” on page 109 • “3. Ethernet Statistics” on page 109 • “4. IP Network Statistics” on pag...

Configuring Local Menu options 110 4. IP Network Statistics A system administrator can use the IP Networks Statistics menu to view reports about network operation. 5. USB Devices The USB Devices tool provides information about any Universal Serial Bus (USB) devices that you connect to your phone. Yo...

Configuring Local Menu options 111 9. Certificate Information A system administrator can use the Certificate Information menu to view certificate information. 10. DHCP Information A system administrator can use the DHCP Information menu to view license information. 3. Network Configuration menu A sy...

Configuring Local Menu options 112 5. Press Apply . The phone reboots. To configure the WML Browser: You will need information from your administrator in order to configure the browser. Your administrator may have already configured this information for you. 1. Press the Services key twice. 2. Enter...

Call Center Agent/Supervisor Features 114 Call Center Agent/Supervisor Features This section describes features and procedures common to both the Call Center Agent and the Call Center Supervisor. Headset interface Note: Refer to your distributor for recommended headset types for use with the Avaya 1...

Call Center Agent/Supervisor Features 115 Login with Agent ID and Multiple Queue Assignment (MQA) The process of logging in using MQA consists of entering your four digit Agent ID followed by a Supervisor ID (if your queue requires one) followed by up to five ACD DNs and priority values (if priority...

Call Center Agent/Supervisor Features 116 Dial your Agent ID # ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # # Dial your Agent ID, Supervisor ID ACD DN 1 # ACD DN 2 # ACD DN 3 # ACD DN 4 # ACD DN 5 # # Dial your Agent ID # ACD DN 1 # Priority 1 # ACD DN 2 # Priority 2 #ACD DN 3 # Priority 3...

Call Center Agent/Supervisor Features 117 To correct errors during the login procedure: Default login If you usually use the same phone, you do not need to repeat the entire login process at the beginning of each shift. The default login places you in the same ACD queues and the same supervisor that...

Call Center Agent/Supervisor Features 118 Agent logout To logout: 1. Press the Make Busy Key and disconnect the headset. The LED indicator lights steadily. Note 1: If you press the Make Busy Key again, the LED indicator will turn off. At this point your phone can accept non-ACD calls, but you are lo...

Call Center Agent features 119 Call Center Agent features This section explains the features that are available to ACD agent positions. Use Activity Code This feature allows you to record the type of activity you are performing. On the Meridian 1, use the Activity Key and activity codes.The Meridian...

Call Center Agent features 120 Note: If you have the handset option and you pick up the handset, you must also press a DN key, otherwise the handset is not operable. You can terminate a call by replacing the handset in the cradle. The phone rings and the In-Calls indicator flashes: To end an ACD cal...

Call Center Agent features 121 The Emergency Key When you have an emergency situation: Use Not Ready Use the Not Ready Key, when performing post-call work. To be taken out of the queue: To be placed back in the queue: 1. Press the Emergency Key. The indicator flashes while your supervisor is called....

Call Center Agent features 122 Activate Make Set Busy Make Set Busy allows you to make your phone appear busy to all callers. To activate Make Set Busy: To deactivate Make Set Busy: Making non-ACD calls An Individual DN allows you to make outgoing calls and to receive non-ACD incoming calls. If you ...

Call Center Agent features 123 To answer a non-ACD call: Contact your supervisor To answer your supervisor when your phone rings and the Supervisor indicator flashes: If you are on a call and hear a buzz and the Supervisor indicator flashes: To call your supervisor: To return to the ACD call: 1. Pre...

Call Center Agent features 124 To Conference your Supervisor during a call in progress: To Transfer to a supervisor, during a call in progress: Use Walkaway and Return from Walkaway Use this feature when you need to leave your desk during an ACD call, during a non-ACD call, or while in the Not Ready...

Call Center Agent features 125 To Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display): To return from Walkaway: 2. Disconnect the headset before you leave. Note: Some headsets have a quick disconnect feature. You can do a quick disconnect in...

Call Center Supervisor Features 127 Call Center Supervisor Features In addition to the features described in this section, your network administrator can assign any feature listed in the “Agent features” section to a supervisor's phone (except Supervisor). Agent Keys Agent Keys allow you to connect,...

Call Center Supervisor Features 128 Answer Agent When your phone rings and the Answer Agent indicator flashes: To disconnect an agent call: Answer Emergency When your phone buzzes and the Answer Emergency indicator flashes: To disconnect from the emergency call: 1. Press the Answer Agent Key. Your p...

Call Center Supervisor Features 129 Call Agent To call an agent: To leave Call Agent state: Use the Supervisor Observe and Supervisor Headset Port The Supervisor Talk/Listen Key is located in the upper left corner of the Avaya 1150E IP Deskphone and has an associated LED. A supervisor can listen in ...

Call Center Supervisor Features 130 To use the Supervisor Talk/Listen feature: To use the Supervisor Observe feature for a two way conversation: To mute the Supervisor headset: Observe Agent To observe an agent: 1. Plug your headset into the agent phone. 1. Press the Supervisor Key. The LED lights c...

Call Center Supervisor Features 131 Note: You cannot observe an agent if the agent's call is on hold or if no calls are in progress. To talk to an agent you are observing: To leave the Observe state: 1. Press the Observe Agent Key. You now have a conference with the agent and the caller. 1. Press th...

Call Center Supervisor Features 132 Interflow When the call backlog or the waiting time in the queue exceeds a set threshold, Interflow forwards calls to a predefined target queue. The supervisor activates Interflow when the waiting time for the queue exceeds its threshold. To activate Interflow: To...

Call Center Supervisor Features 133 To transition to Night Service: To exit Night Service: 1. Press the Night Key and dial 8 (8=T for Transition). The indicator flashes. Calls in the queue remain in the queue and new calls receive Night Service. 1. Press the Night Key and dial 3 (3=D for Day). The i...

Avaya 1150E IP Deskphone non-ACD call features 134 Avaya 1150E IP Deskphone non-ACD call features This section describes non-ACD features commonly used for call processing. Your network administrator assigns features to your programmable feature keys. Whenever this guide describes a procedure that r...

Avaya 1150E IP Deskphone non-ACD call features 135 Using Predial The Predial feature allows you to enter and preview a number of up to 31 digits and make corrections before you dial the number. To use Predial: 2. Dial the number. Note: If you are on a call on your Individual Line (DN) and your phone...

Avaya 1150E IP Deskphone non-ACD call features 136 Using Auto Dial Auto Dial lets you dedicate a feature key to a specific phone number. When the Auto Dial Key is pressed, the number is dialed automatically. To use Auto Dial: To display the Auto Dial number: To store an Auto Dial number: 1. Press an...

Avaya 1150E IP Deskphone non-ACD call features 137 Using Ring Again Use the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know when the person you dialed is available or has used their phone. The feature notifies you when to redial yo...

Avaya 1150E IP Deskphone non-ACD call features 138 To cancel Ring Again before notification: Using Last Number Redial Last Number Redial allows you to automatically redial the last number you dialed. This feature must be enabled by your network administrator. To use Last Number Redial: Using Speed C...

Avaya 1150E IP Deskphone non-ACD call features 139 To store or change a Speed Call number: To make a Speed Call: 1. Press the Speed Call Controller Key. The screen displays Enter Code, then number . 2. Dial a one, two, or three digit code. Use the Delete Key if you make a mistake. Use the Cancel Key...

Avaya 1150E IP Deskphone non-ACD call features 140 Using System Speed Call System Speed Call allows you to make a call by dialing Speed Call codes which may override your phone’s class of service restrictions. The System Speed Call feature is set up on the system by your network administrator. It is...

Avaya 1150E IP Deskphone non-ACD call features 141 Using Hot Line The network administrator can program a Hot Line Key that allows you to dial a specific number automatically. The network administrator can apply other features to the Hot Line such as Call Redirection, so that the Hot Line call is an...

Avaya 1150E IP Deskphone non-ACD call features 142 To answer an Intercom call while on a line other than your Intercom group line: Answering a call When you receive an incoming call on an Individual Line (DN), your phone rings and the LCD indicator flashes. To answer a call: 3. Dial the one or two d...

Avaya 1150E IP Deskphone non-ACD call features 143 While on an active call This section describes features that you can use while on an active call on an Individual Line (DN). To place a call on Hold: Use the Hold feature when you are talking with one party and a second call comes in on a second Ind...

Avaya 1150E IP Deskphone non-ACD call features 144 Transferring a call Use the Transfer feature to redirect a call to a third party. To use the Transfer feature: To go back to the original call if the transfer is incomplete: 1. Press the Transfer Key. The other party is on hold and you receive a dia...

Avaya 1150E IP Deskphone non-ACD call features 145 Using Timed Reminder Recall Timed Reminder Recall gives you a reminder tone when a call you transferred is not answered. To use Timed Reminder Recall: If the transferred call is not answered, your phone rings: 1. Press the Transfer Key. The call is ...

Avaya 1150E IP Deskphone non-ACD call features 146 Using Attendant Recall The Attendant Recall feature allows you to contact an attendant while on a call and connect the call to the attendant. To contact the attendant while on a call: Using Call Park The Call Park feature allows a call to be held te...

Avaya 1150E IP Deskphone non-ACD call features 147 To park a call on a DN other than the System Park DN: To retrieve a parked call: 1. Press the Park Key. The screen displays Press OK to park call on 2190 (Where 2190 represents the default System Park DN). 2. Dial the DN where you want to park the c...

Avaya 1150E IP Deskphone non-ACD call features 148 Calling Party Number/Charge Account The Calling Party Number/Charge Account feature allows you to record a caller’s number or charge account number for accounting purposes while on an established call. To record the calling party number or charge ac...

Avaya 1150E IP Deskphone non-ACD call features 149 To view the name of a second caller while on a call in progress: Tracing a Malicious call Malicious Call Trace provides a way for you to trace nuisance calls. The feature is available for both internal and external calls. When the key is pressed, yo...

Avaya 1150E IP Deskphone non-ACD call features 150 To use Call Trace if you do not have a Call Trace Key: or 1. Press the Transfer Key or the Conference Key. 2. Dial the Malicious Call Trace FFC. 3. Press the Individual Line (DN) Key beside the flashing LCD indicator to return to the call. Trans Con...

Additional Call Features 151 Additional Call Features Using the buzz signal Buzz allows one person, whose phone is linked to another phone, to signal the other phone. The person signaled hears a buzz. Use this feature to notify the other person of a call, a visitor, or a request. To buzz the phone l...

Additional Call Features 152 To disconnect from the paging system: Charging a call or charging a forced call Call Charge allows you to charge a call to a specific account. Forced Charge Account allows you to charge long-distance calls from a phone restricted to local calls. To charge or force charge...

Additional Call Features 153 To charge a call in progress: To charge a call to an account when you transfer a call: 5. Dial the number. 1. Press the Charge Key. The screen displays Select Charge type . 2. Press the Account Key. The screen displays Enter account number . 3. Dial the charge account nu...

Additional Call Features 155 Using Enhanced Override Enhanced Override allows you to override an active call after you have attempted a Forced Camp-on. Use Enhanced Override when you make either a simple call or a consultation call (i.e., place a call on hold and call another party). To use Enhanced...

Additional Call Features 156 To end the connection: Using Forced Camp-on Forced Camp-on allows your phone to automatically ring another phone as soon as that phone disconnects from its current call. Forced Camp-on allows you to camp-on both internal and external calls. To use Forced Camp-on: 3. Pres...

Additional Call Features 157 To answer a camped-on call: Override Feature You can Override a busy signal and interrupt another call. To override a busy/engaged signal: 3. When the person you called finishes their call, your phone automatically dials the number. Both your phone and their phone ring. ...

Additional Call Features 158 To end the connection: Using Privacy Release Privacy Release allows one or more people who share your DN to join your call. To use Privacy Release while on an established call: Using Radio Page Some phone systems can have an on-site Radio Paging system. This system featu...

Additional Call Features 159 To use Automatic Post selection: Note: Use this feature when the called party is either busy on the phone or away from the desk. To page the called party there is no need to redial the number of the called party. 3. Dial the number of the party you want to page. You rece...

Additional Call Features 160 To use the Special Radio Paging features: If you carry a Radio Pager, you will receive a paging indication when another Meridian 1 phone user access the Radio Paging system and dials your DN. If the Radio Paging system is set up to function in “Meet-me” mode, you can use...

Additional Call Features 161 To respond to a voice call: Using the Voice Messaging control screens The Voice Messaging control screens allow you to send commands while connected to your voice messaging system using the context-sensitive soft keys instead of the dial pad. To use Voice Messaging contr...

Additional Call Features 163 Activate Automatic Answerback When Automatic Answerback is active, your Avaya 1150E IP Deskphone automatically answers in handsfree mode after one ring. Note: When Automatic Answerback is active, calls do not forward to your voice message service. To use Automatic Answer...

Additional Call Features 164 To answer an incoming call in another Call Pickup Group: To answer a call at a specific extension in any Pickup Group: Use Call Waiting Call Waiting puts your current non-ACD call on hold, while you answer an incoming call. Example: The attendant routes an outside call t...

Additional Call Features 165 To answer an incoming call while on another call: To return to your first phone call: If you do not have a Call Waiting Key: 1. Press the Hold Key when you hear the tone. The Call Waiting status icon appears in the display. 2. Press the Call Wait Key to answer the call. ...

Additional Call Features 166 Forward calls The Call Forward feature allows you to direct your calls to ring at another Line (DN). You cannot forward calls while your phone is ringing. To forward your calls: To view the number that your calls are being forwarded to: 1. Press the Forward Key. The prev...

Additional Call Features 167 To cancel Call Forward: Forward internal calls only Internal Call Forward allows only calls originating at internal DNs to ring at another DN. Calls originating outside your Meridian 1 system will still ring at your phone. You cannot forward calls while your phone is rin...

Additional Call Features 168 To reinstate Internal Call Forward to the same number: Use Remote Call Forward The Remote Call Forward feature allows you (from any phone other than your own) to forward calls directed to your Individual Line (DN) to another phone. To activate Remote Call Forward: 1. Pre...

Additional Call Features 169 To cancel Remote Call Forward: 6. Dial the number where you want to forward your calls. If you forward calls to an invalid number, you receive a fast busy tone. # 7. Press the # Key. 8. To forward calls to a previous call forward phone number, skip step six above 1. Lift...

Additional Call Features 170 Secure your phone You can lock your phone with a password so that no one can make calls on your Individual Line (DN). To lock your phone: To unlock your phone: 1. Press an Individual Line (DN) Key. 2. Dial the Electronic Lock Activate FFC and your Station Control Passwor...

Additional Call Features 171 To change your password (must be done from your phone): Set up a Conference call You can set up a Conference call for up to six people (including yourself). Contact your network administrator to determine the maximum number of people your system allows on a conference ca...

Additional Call Features 172 If the person you attempt to add to the conference is unavailable: Join a call The Call Join feature allows you to connect an incoming call to a call already in progress thereby creating a conference call. In order to use Call Join, your phone must be configured with eit...

Additional Call Features 173 Selectable Conferee Display and Disconnect You can view the list of active conferees by using the Conferee Selectable Display Key and disconnect any party that has been added to the conference call. To view active conferees: To disconnect a conferee: 2. Press the Key tha...

Additional Call Features 174 Use Group Call Group Call automatically calls members of a predefined group, one at a time, until they have all answered. Ask your network administrator for details on how to create a conference call group. To call group members: 2. Press the Individual Line (DN) Key on ...

Additional Call Features 175 To answer a Group Call: 1. Press the Group Call Key or enter the Group Call FFC. The feature automatically calls all group members. The icon flashes until all members answer. Their phone numbers appear on the display as they answer. When the last person answers, the Grou...

Additional Call Features 176 To end a Group Call: Using Record On Demand key If this feature is enabled, you can use the Record on Demand (ROD) feature key to record your telephone conversation. Press the ROD key to start or stop the call recording. This key is associated with the active user ID and...

Additional Call Features 177 Using SAVE key Use the SAVE feature key to save the recording of an active call. This key is associated with the active user ID and is operational only if a call is active. The SAVE key is displayed in the following scenarios: • Normal operations - If the SAVE key is pre...

Additional phone features 178 Additional phone features The following features are described in this section: • “Using the Personal Directory” on page 178 • “Using the Callers List” on page 181 • “Using the Redial List” on page 183 • “Using Virtual Office” on page 185 • “Using Media Gateway 1000B” o...

Additional phone features 180 To delete an entry: To search for an entry: 1. Press the Up/Down navigation keys to scroll and highlight the desired entry. 2. Press the Delete soft key. 3. Choose one of the following: — Press the Confirm soft key to delete the entry. — Press the Cancel soft key to ret...

Additional phone features 181 Using the Callers List The Callers List feature logs all incoming calls. The Callers List can store up to 100 entries. When the list is full, the system overwrites the oldest entry. Use the Callers List feature to review missed calls and to dial calls. The Callers List ...

Additional phone features 183 To delete the entire Callers List: Using the Redial List The Redial List feature logs all outgoing calls. Redial List can stored up to 20 entries. When the list is full, the system overwrites the oldest entry. Use the Redial List feature to review calls made, and to red...

Additional phone features 184 To dial an entry: To delete an entry: To delete the entire Redial List: 1. Press the Up/Down navigation keys to scroll and highlight the desired entry. 2. Press the Dial soft key. 1. Press the Up/Down navigation keys to scroll and highlight the desired entry. 2. Press t...

Additional phone features 185 Using Virtual Office The Virtual Office (VO) feature provides a service you can use while you are away from your desk to transfer calls, and all your office phone features, to a remote phone. Virtual Office makes this possible by allowing you to use another Avaya 1150E ...

Additional phone features 186 Figure 23: Virtual soft key To activate Virtual Office from this IP Deskphone on your Office IP Deskphone: 1. Press the Virtual soft key. 2. At the prompt, enter your user ID. 3. Press the Send/Enter key.

Additional phone features 187 A successful login transfers all the features, time, date, and tones to your Remote phone from your Office phone. Using Virtual Office on your Remote phone Because the display characteristics, including size, vary from one IP Deskphone model to the next, your Office Ava...

Additional phone features 188 Figure 24: Logged in to an Avaya 1150E IP Deskphone Using Virtual Office on your Office phone Figure 25 on page 189 shows the Avaya 1150E IP Deskphone display when the phone is logged out due to remote access.

Additional phone features 190 To regain operation of a phone being used for Virtual Office: Logging out of Virtual Office To log out of Virtual Office, press the Virtual soft key. Automatic log out from Virtual Office Your remote Virtual Office IP Deskphone may be configured to automatically log out...

Additional phone features 191 Deskphones can still be used to make emergency calls. “Emergency Calls only “ is displayed on the IP Deskphone display when not logged in to Virtual Office. When the phone goes off-hook, dial tone is available for emergency calls only. All other calls are restricted. Tr...

Additional phone features 193 Using Media Gateway 1000B The Media Gateway 1000B (MG 1000B) provides a means of extending Avaya Communication Server 1000 Release 4.5 features to one or more remotely located branch offices using the Branch Office feature. A branch office is a remote location in the ne...

Additional phone features 194 Normal Mode (see “Using Resume Normal Mode” on page 194 ) or wait for 10 minutes. Local Mode If the WAN connection goes down, the IP Deskphone loses communication with the Main Office TPS. It then registers with the MG 1000B and receives phone services from the MG 1000B...

Additional phone features 196 Local Mode Invalid ID (2) Branch User ID not found in any equipped Terminal Number (TN). Notify system administrator. Table 11: Troubleshooting MG 1000B (Part 2 of 2) Display Message Probable Cause Actions

Quick Reference 197 Quick Reference This chapter is the Quick Reference Card for the Avaya 1150E IP Deskphone. Print this chapter as a reference guide. Feature AutoDial Store Use Display Call Forward Activate Deactivate Reinstate View number Call PickupCall Waiting Answer Return to first call (place...

Quick Reference 198 Legend Services and Telephone Options menus Conf. Supervisor during call Trans. Supervisor during call Activate Make Busy Deactivate Make Busy Activate Not Ready Deactivate Not Ready Icon Action ( ) Indicates the key cap text label. For example, (Message). Dial a number. Press an...

Regulatory and safety information 202 Warnings: • This is a Class B product. In a domestic environment this product can cause radio interference in which case the user must take adequate measures. • Operation is subject to the following two conditions: (1) this device may not cause interference, and...

Regulatory and safety information 203 DenAn regulatory notice for Japan Other US/Canada : Hearing Aid Compatibility (HAC) as per FCC Part 68 This equipment complies with the CE Marking requirements. • EU Countries: This device complies with the essential requirements and other relevant provisions of...

Third party terms 205 Third party terms Third Party Terms for UNIStim sw releases4.1 thru 5.0 (Jan 2010 - Nov 2010) Certain portions of the product ("Open Source Components") are licensed under open source license agreements that require Avaya to make the source code for such Open Source Com...

Third party terms 206 * * This software/database is a "United States Government Work" under the terms of the United States Copyright Act. It was written as part of the author's official duties as a United States Government employee and thus cannot be copyrighted. This software/database is fr...

Third party terms 213 OpenSSL The following component is licensed under OpenSSL license: OpenSSL 0.9.7b OpenSSL License /* ===================================================== * Copyright (c) 1998-2008 The OpenSSL Project. All rights reserved. * * Redistribution and use in source and binary forms, ...

Third party terms 216 * THIS SOFTWARE IS PROVIDED BY ERIC YOUNG ``AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR AN...

Third party terms 217 1. The origin of this software must not be misrepresented; you must not claim that you wrote the original software. If you use this software in a product, an acknowledgment in the product documentation would be appreciated but is not required. 2. Altered source versions must be...

Third party terms 218 dealings in this Software without prior written authorization of the copyright holder. END OF TERMS AND CONDITIONS Libpng The following component is licensed under libpng license: Libpng 1.2.37 - June 4, 2009 Libpng License This copy of the libpng notices is provided for your c...

Third party terms 221 .\" This code is derived from software contributed to Berkeley by Chris Torek. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: .\" 1. Redistributions of source code must retai...

Third party terms 222 Convert UTF ConvertUTF License Copyright 2001-2004 Unicode, Inc. Disclaimer This source code is provided as is by Unicode, Inc. No claims are made as to fitness for any particular purpose. No warranties of any kind are expressed or implied. The recipient agrees to determine app...

Third party terms 223 Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the <ORGANIZATION> nor the names of its contribut...

Terms you should know 225 Terms you should know Avaya Communication Ser ver 1000 Your office communication system. Calling Party Name Display Information appearing on the LCD display screen, such as the caller’s name and phone number. The system must have CPND enabled. Categor y 5 (Cat5) Cable and a...

Terms you should know 226 Feature display An area that shows status information about the feature in use. It also displays the name and status of the active session. Feature Status Lamp indicator An LCD or an LED that indicates a data message, contact, or feature status by a flash, wink, steady on, ...

Terms you should know 227 Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen. Off-hook Any line selected to make a call or receive an incoming call. The term off-hook is applied whether (a) the end user lifts up the handset, (b) the end user presses a lin...

Index 229 Index A About the IP Phone 2004 225 ACD calls 119 Activity code 119 agent ID 115 agent keys 127 Agent Return 124 Agent Walkaway 124 announcement 151, 160 Answer Agent 128 answer calls 142 Answer Emergency 128 Answer Supervisor 123 Attendant Recall 146 Auto Dial 136 display number 136 Autom...