Avaya 3905 Digital Deskphone - Communication Server 1000 User's Guide

Avaya 3905 Digital Deskphone User GuideAvaya Communication Server 1000Document Status: StandardDocument Version: 05.01Part Code: NN42370-108Date: Marc

10Introduction to the Avaya 3905 Digital Deskphone Introduction to the Avaya 3905 Digital Desk-phoneYour Avaya 3905 Digital Deskphone provides ea

100Corporate DirectoryNote 2: If messages have been provided by your network administrator, up and down arrows appear on the right side of the displ

101Corporate Directory Note 1: The comma is the first character on the Key on your dial pad.Note 2: You do not need to enter the entire name. When

102Corporate DirectoryTo find another directory listing or to refine your current directory search: or Press the NewFind Key to begin a new search, o

103Accessories for the Avaya 3905 Digital DeskphoneAccessories for the Avaya 3905 Digital Desk-phoneOptional items are available for use with your Ava

104Accessories for the Avaya 3905 Digital Deskphone HandsetThe Avaya 3905 Digital Deskphone is not shipped with a handset. A handset is available

105Flexible Feature Codes (FFCs)Flexible Feature Codes (FFCs)Call Detail Recording Charge AccountMake Set Busy DeactivateCall Forward All Calls Activa

106Index AAaccess the Personal Directory 88Accessory Connection Module (ACM)103ACD calls 32Activity code 32additional key caps 103agent ID 29agen

107IndexDirectory Number 16Directory Number (DN) Key 13Directory/Log Key 82, 88displayAvaya 3904 Digital Deskphone18Display Agents 44display diagnosti

108Index Select Key 19Volume Control Bar 12Llanguage selection 20Last Number Redial 47Line (DN) Key 12Line Key 13live dial pad 24Log outstandard

109IndexSelectable Conferee Display and Dis-connect 68Set-to-Set Messaging 97Shared Directory Numbers 17special characters, entering 21, 89,98, 99Sp

11Introduction to the Avaya 3905 Digital DeskphoneAvaya 3905 Digital Deskphone keysThe Avaya 3905 Digital Deskphone features:• Eight Programmable Line

12Your Telephone’s Controls Your Telephone’s ControlsFixed and programmable telephone keysUse the Volume Control Bar to control the volume of the

13Your Telephone’s ControlsThe Quit Key ends an active application. Pressing the Quit Key does not affect the status of calls currently on your teleph

14Your Telephone’s Controls Fixed Automatic Call Distribution (ACD) Feature KeysThe fixed feature keys on your Avaya 3905 Digital Deskphone are l

15Your Telephone’s Controls/Press the Not Ready Key to put the agent position in a Not Ready state. The Not Ready state takes the agent out of the ACD

16Terms you should know Terms you should knowAttendant — The attendant is a telephone operator in your organization.Call party information—When y

17Directory NumbersPrivate Line — A Private Line can be assigned to your telephone. With this line you can reach an outside number without dialing a c

18Your telephone’s displayYour telephone’s displayThis section summarizes the display features of the Avaya 3905 Digital Deskphone. An example of an

19Options List Options ListThe Options List allows you to customize certain characteristics of your phone. Screen prompts take you step-by-step throug

© 2013 Avaya Inc. All Rights Reserved.NoticeWhile reasonable efforts have been made to ensure that the information in this document is complete and ac

20Options ListSelect a languageThe display is available in multiple languages. After you select  from the Options List menu,1. Use the N

21Options List Note: Use the Case Key to change the case of the letter, as needed.Press the Up Navigation Key to access special characters you may wa

22Options ListAdjust Screen contrastThe Screen contrast option allows you to adjust the contrast of the display on your telephone. After you select 

23Options List Choose Ring typeThe Ring type option allows you to choose from among the various ringing sounds available for your telephone model. Aft

24Options ListUse Live dial padThe Live dial pad option allows you to press any dial pad key to automatically access a dial tone. After you select 

25Options List Enable Call timer The Call timer enable option measures how long you are on each call. After you select  from the Opti

26Options ListHeadset type selectionThe Headset type option allows you to select one of the three different headset types: Type 1, Type 2, or Amplifi

27Options List Activate Headset port external alerterWhen the Headset port external alerter option is activated, it supports a visual or audible alert

Call Center Agent/Supervisor Features28 Call Center Agent/Supervisor FeaturesThis section describes features and procedures common to both the Ca

29Call Center Agent/Supervisor FeaturesLogin with Agent ID and Multiple Queue Assignment (MQA)The process of logging in using MQA consists of entering

distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproductio

Call Center Agent/Supervisor Features30 To login with Supervisor ID and with Priority:Dial your Agent ID Supervisor ID  ACD DN 1  Priority 1

31Call Center Agent/Supervisor FeaturesDefault loginIf you normally use the same telephone, you need not repeat the entire login process at the beginn

Call Center Agent features32 Call Center Agent featuresThis section explains the features that are available to ACD agent positions. Use Activity

33Call Center Agent featuresTo end an ACD call:/orPress the Goodbye Key.or/orPress the In-Calls Key.ororReplace the Handset to terminate a call.or orP

Call Center Agent features34 Use the Emergency KeyWhen you have an emergency situation:/Press the Emergency Key. The indicator flashes while your

35Call Center Agent featuresAnswer or make non-ACD callsAn Individual DN allows you to make outgoing calls and to receive non-ACD incoming calls. If y

Call Center Agent features36 To return to the ACD call:/Press the In-Calls Key.To Conference your Supervisor during a call in progress:/1. Press

37Call Center Agent featuresTo Walkaway while in Not Ready mode (Not Ready LED or LCD indicator is on, and Not Ready is shown on the display): / 1. P

Call Center Supervisor features38 Call Center Supervisor featuresIn addition to the features described in this section, your network administrato

39Call Center Supervisor featuresTo disconnect from the emergency call:/Press the Goodbye Key.Call AgentTo call an agent:/1. Press Call Agent Key, you

4 Introduction to the Avaya 3905 Digital Deskphone 10Avaya 3905 Digital Deskphone 10Avaya 3905 Digital Deskphone keys 11Your Telephone’s Controls

Call Center Supervisor features40 To mute the Supervisor headset:Press the Supervisor Observe Key a second time and the to put the supervisor hea

41Call Center Supervisor featuresTo stop Interflow:Press the Interflow Key again.Night ServiceTo enter Night Service: + Press the Night Key and dial

42Viewing queue statusViewing queue statusThe ACD Calls Waiting status indicatorThe LCD indicator beside the Calls Waiting key gives you a visual indi

43Viewing queue statusDisplay QueueThe Display Queue feature allows you to access the status of calls in an ACD queue. The information displayed inclu

44Viewing queue statusDisplay agent statusThe Display Agent feature gives ACD Supervisors a summary of the current status of all agent positions for w

45Your telephone’s non-ACD call featuresYour telephone’s non-ACD call featuresThis section describes non-ACD features commonly used for call processin

46Make a call Note 2: Press the Pause Key to insert a 1.5 second pause in the dialing string.2. Press an Individual Line (DN) Key to receive dia

47Make a callRing AgainUse the Ring Again feature when you dial a number and receive a busy tone or no answer. The Ring Again feature lets you know wh

48Make a call 2. Press the Individual Line (DN) Key again.The last number you dialed is automatically redialed.Use Speed CallThe Speed Call feat

49Make a callTo make a Speed Call: 1. Press an Individual Line (DN) Key. or 2. Press the Speed Call Controller Key or the Speed Call User Key.The scre

5Call Center Agent/Supervisor Features 28Headset interface 28Agent login 28Login with Agent ID and Multiple Queue Assignment (MQA) 29Correct errors du

50Make a call To use Hot Line:Press the Hot Line Key.The Hot Line Key automatically dials the number.Note: If your main DN is a Hot Line, lift th

51Answer a callAnswer a callWhen you receive an incoming call on an Individual Line (DN), your telephone rings and the LCD indicator flashes.To answer

52While on an active call While on an active callThis section describes features that you can use while on an active call on an Individual Line (

53While on an active call or 3. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key to com

54While on an active call If the transferred call is not answered, your telephone rings: 1. Press the Individual Line (DN) Key beside the flashin

55While on an active call2. Press the OK Key. The call parks on the System Park DN.To park a call on a DN other than the System Park DN:1. Press the P

56While on an active call Calling Party Number/Charge AccountThe Calling Party Number/Charge Account feature allows you to record a caller’s numb

57While on an active callDisplay incoming callsThe Display Key allows you to be on an active call and display an incoming caller’s name and/or number,

58Incoming calls Incoming callsThis section describes features that you can use with incoming calls to an Individual Line (DN). Activate Automati

59Incoming callsActivate Call Pickup Call Pickup allows you to pick up a non-ACD call from any telephone in the same Pickup Group or another Pickup Gr

6 Make a call 45Use the Predial feature 45Auto Dial 46Ring Again 47Redial last number called 47Use Speed Call 48Make a System Speed Call 49Use Ho

60Incoming calls Use Call WaitingCall Waiting puts your current non-ACD call on hold, while you answer an incoming call. Example: The attendant r

61While you are away from your deskWhile you are away from your deskThis section describes features that you may wish to use when you are away from yo

62While you are away from your desk To cancel Call Forward:1. Press the Check Forward Key.2. Press the Cancel Forward Key.Forward internal calls

63While you are away from your deskUse Remote Call ForwardThe Remote Call Forward feature allows you (from any telephone other than your own) to forwa

64While you are away from your desk 2. If you call from a telephone outside the system, first dial your Direct Inward System Access number and w

65Secure your telephoneSecure your telephoneYou can lock your telephone with a password so that no one can make calls on your Individual Line (DN).To

66Talk with more than one person Talk with more than one personThis chapter describes features which allow you to talk with more than one person

67Talk with more than one personJoin a callThe Call Join feature allows you to connect an incoming call to a call already in progress thereby creating

68Talk with more than one person Selectable Conferee Display and DisconnectYou can view the list of active conferees by using the Conferee Select

69Talk with more than one personUse Group CallGroup Call automatically calls members of a predefined group, one at a time, until they have all answere

7Set up a Conference call 66Join a call 67Selectable Conferee Display and Disconnect 68Use Group Call 69Additional Call Features 71Use the buzz signal

70Talk with more than one person To answer a Group Call: Press the Individual Line (DN) Key beside the flashing LCD indicator.Note 1: If you are

71Additional Call FeaturesAdditional Call FeaturesUse the buzz signalBuzz allows one person, whose telephone is linked to another telephone, to signal

72Additional Call Features Charge or Force Charge a callCall Charge allows you to charge a call to a specific account. Forced Charge Account allo

73Additional Call Features4. Press the OK Key. You return to your call.To charge a call to an account when you transfer a call:1. Press the Transfer K

74Additional Call Features or 5. Press the Swap Key to switch between talking with the original caller and the new caller. Press the Connect Key

75Additional Call FeaturesForced Camp-onForced Camp-on allows your telephone to automatically ring another telephone as soon as that telephone disconn

76Additional Call Features Override FeatureYou can Override a busy signal and interrupt another call.To override a busy/engaged signal:1. Dial a

77Additional Call FeaturesRadio PagingSome telephone systems can have an on-site Radio Paging system. This system feature allows you to page a person

78Additional Call Features Note 1: The person you have paged can proceed to any telephone, enter their Radio Paging Answer code plus their own DN

79Additional Call FeaturesVoice CallThe Voice Call feature allows you to page another person or make an announcement through someone else’s telephone

8 Set-to-Set Messaging 97Corporate Directory 100Accessories for the Avaya 3905 Digital Deskphone 103Accessory Connection Module (ACM) 103Addition

80Additional Call Features Stop Conf Reply More...Comp Forwrd Bye More...Soft key Action Play Play the voice mail message.Delete Delete the voice

81Directory display and navigation Directory display and navigationWith the Avaya 3905 Digital Deskphone display, you can view two lines of informatio

82Directory display and navigationTo access the Avaya 3905 Digital Deskphone Callers List or Redial List using a Context Sensitive Soft Key or a Prog

83Directory display and navigation 7. Press the Enter Key.8. Dial the password again to confirm your password. 9. Press the Enter Key. 10. Press the

84Directory display and navigation6. Press the Select Key again to select . 7. Press the Off Key to disable password protection.

85Call Log Call LogThe Call Log records the name and number of incoming and outgoing calls and can be password protected. You can activate Call Log to

86Call LogTo make a call from the Callers List:1. Use the Navigation Keys to highlight the number you want to call.Note 1: If you are calling an ext

87Call Log 2. Use the Navigation Keys to highlight .3. Press Select.To access the Redial List using a Context Sensitive Soft Key

88Use the Personal DirectoryUse the Personal DirectoryThe Personal Directory provides a personalized directory of names and telephone numbers. The Pe

89Use the Personal Directory Example: To enter the name and telephone number for Chris: 1. Dial the name using the key pad.Note: Press the Up Navigat

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90Use the Personal DirectoryAdd an incoming call/1. Press the Copy Key.The displays shows the message . 2. Press the Directory Key.or 3. Press

91Use the Personal Directory Add an outgoing call/ 1. After the person you called answers, press the Copy Key.The displays shows . 2. Press th

92Use the Personal DirectoryDelete or edit a Personal Directory entry To delete a Personal Directory entry:1. Use the Navigation Keys to highlight th

93Use the Personal Directory Delete your Personal DirectoryTo delete your Personal Directory:1. Press the Delete List Key.The display shows 

94Use the Personal DirectoryUse Card ViewThe Card View feature provides additional information about the Personal Directory entry. To look at the Car

95Use the Personal Directory Search for an entryYou can search for a particular entry in your Personal Directory. To search for an entry: 1. Use the

96Use the Personal Directoryor4. Press Next to copy the incoming call without editing the name. Edit the number, if required (see note for step 5), a

97Set-to-Set Messaging Set-to-Set MessagingWith the Set-to-Set Messaging application activated, an internal caller using an Avaya 3903, 3904, or 3905

98Set-to-Set Messaging2. From the Edit Mode screen, use the dial pad to enter a text message. Press the Delete Key to delete a character. Press the C

99Set-to-Set Messaging 3. From the Edit Mode screen, use the dial pad to customize the message. Press the Delete Key to delete a character. Press the