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Related Manuals for Aastra ITE Agent
Summary of Contents for Aastra ITE Agent
- Page 2 Table of Contents Aastra – 2539-002...
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Page 3: Nd Edition (May 23, 2005)
Edition (May 23, 2005) © Copyright 2005 Aastra Intecom Inc. All rights reserved. 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. -
Page 4: Revision History
The following represents the revision history of this publication: Revision Date Number Completed Point of Contact Description 05.23.2005 Aastra Intecom Inc. Re-brand for Aastra. EADS TELECOM Initial release of this 06.15.2003 North America - publication. Technical Publications Aastra – 2539-002... -
Page 5: Table Of Contents
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.......................... - Page 6 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 Aastra – 2539-002...
- Page 7 ITE Agent Phone User Guide 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 ..........................
- Page 8 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 viii Aastra – 2539-002...
- Page 9 ITE Agent Phone User Guide 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 ..................
- Page 10 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 Aastra – 2539-002...
- Page 11 ITE Agent Phone User Guide 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 ....................
- Page 12 Table of Contents 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 Aastra – 2539-002...
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Page 13: About This Publication
ITE Agent Phone User Guide 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. - Page 14 DO NOT touch exposed damage to a system. 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. Aastra – 2539-002...
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Page 15: Chapter 1 Basic Information
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;... -
Page 16: Ite Agent Phone Diagram
Chapter 1, Basic Information ITE Agent Phone Diagram Special Button Description The following table describes the fixed buttons on the ITE Agent phone. Button Name Description • Used to transfer calls Transfer • Used to set up a 3-way conference •... -
Page 17: Feature Button Lamps
ITE Agent Phone User Guide Button Name Description • Used to set display contrast Up and Down • Arrows User to set ringer volume and tone Feature Button Lamps Lamp State Description Line or feature is not in use Line or feature is in use... -
Page 18: System Voice Prompts
"Park number _____" You have dialed a non-working number "Extension _____ is not in service" You have dialed incorrectly "Invalid, Invalid" All outgoing lines are busy. You may queue the call and hang up. "Depress CALLBACK to queue call" Aastra – 2539-002... -
Page 19: Place A Call
ITE Agent Phone User Guide Voice Prompt Description All outgoing lines are busy. Your call is queued automatically and you may stay on "All lines busy, please hold" the line. Place a Call Step Action Result Press Extension lamp ON... -
Page 20: Dial With Abbreviated Dial
Dial with Redial See Redial. Answer a Call Condition: There is a call ringing in at your extension Step Action Result Press The call is answered End a Call Step Action Result Press The call is disconnected Aastra – 2539-002... -
Page 21: Chapter 2 Phone Settings
ITE Agent Phone User Guide Chapter 2 Phone Settings Mute The Mute button enables you to listen to a phone conversation while preventing others on the call from hearing you. Use the Mute Button Condition: You are already on a call... -
Page 22: Headset Volume
The lamp flashes twice to confirm the save Together Ringer Volume and Tone Set the Ringer Volume Step Action Result Press Ringer lamp ON Together Press The ringer starts Press The ringer volume is adjusted Press Ringer lamp OFF The ringer stops Aastra – 2539-002... -
Page 23: Set The Ringer Tone
ITE Agent Phone User Guide Set the Ringer Tone Step Action Result Press Ringer lamp ON Together Press The ringer starts Press The ringer tone is adjusted Press Press Ringer lamp OFF The ringer stops Aastra - 2539-002... - Page 24 Chapter 2, Phone Settings Aastra – 2539-002...
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Page 25: Chapter 3 Features
ITE Agent Phone User Guide Chapter 3 Features Abbreviated Dial The Abbreviated Dial feature allows you to store frequently called internal and external numbers of up to 28 digits, and dial them automatically by using a one or two digit code. -
Page 26: Dial An Abbreviated Dial Number
The Answer/Release feature allows you to answer a call or get dial tone by pressing a feature button. After using the ANSW/RLSE button, make sure the lamp is OFF. If it is not, press the ANSW/RLSES button twice answer the next call. Aastra – 2539-002... -
Page 27: Use Answer Release
ITE Agent Phone User Guide Use Answer Release Step Action Result Press Hear calling party Answer/Release lamp ON Extension Lamp ON Press The call is disconnected Answer/Release lamp OFF Extension Lamp OFF Auto Dial The Auto Dial feature allows you to store a number of up to 28 digits and dial it by pressing a single button. -
Page 28: Use Auto Dial
Use Auto Dial Step Action Result Press Auto Dial lamp OFF Press Auto Dial lamp OFF The call is placed Display an Auto Dial Number Step Action Result Press Display lamp ON Press The Auto Dial number displays Aastra – 2539-002... -
Page 29: Busy Override
ITE Agent Phone User Guide Busy Override The Busy Override feature allows you to interrupt a busy extension and break into the call. It is intended for high priority and emergency situations. • The overriding party must have a higher priority assigned to the phone than both parties being overridden. -
Page 30: Buzz/Status
• Buzz/Status calls can ring on a phone that has activated Do Not Disturb. Placing a Buzz Call to a Status User Press the BUZZ or STATUS button before lifting the handset or pressing the SPKR button. Aastra – 2539-002... -
Page 31: Answering A Buzz Call From A Status User
ITE Agent Phone User Guide Step Action Result Press Buzz lamp OFF Press The call is placed to the Status party Answering a Buzz Call from a Status User Conditions: Buzz lamp is slow flashing Buzz line Step Action Result... -
Page 32: Callback - Busy/No Answer (Internal Calls)
When you return a callback to a number that has been forwarded, the call goes to the forwarded number. • The person placing the callback cannot cancel the callback. Place a Callback on a Busy Extension Condition: You have placed a call to another extension and it is busy Aastra – 2539-002... -
Page 33: Use Automatic Callback
ITE Agent Phone User Guide Step Action Result Press 2 Beeps The callback is placed If you do not have this button, you can use the ACCESS button plus the feature code * 7 Hang up The call is disconnected... -
Page 34: Return A Selected Callback When You Have More Than One
Call Forward feature is selected. • When an extension is forwarded, the Call Forward lamp is on steady. Calls can still be placed at the extension and other features can be used. Aastra – 2539-002... -
Page 35: Set Up Call Forward
ITE Agent Phone User Guide • If an ITE phone has more than one extension, then each one must be forwarded separately and canceled separately. Each extension may be forwarded to the same number or to a different number. •... -
Page 36: Call Mark
The call can be retrieved on any phone in the system. If the call if not retrieved within the time limit, the call automatically reverts back to the extension that parked the call with a three-ring system ring. Aastra – 2539-002... -
Page 37: Park A Call
ITE Agent Phone User Guide Park a Call Condition: You are on a call that needs to be parked Step Action Result Call Park number and then silence The call is parked and you can place and receive calls If you do not have this button, you... -
Page 38: Pick Up A Call As Member Of A Call Pickup Group
Condition: A call is ringing in for a member of the Call Pickup Group Step Action Result Press Press 2-beep confirmation tone Dial the extension number The caller is connected on your of the ringing phone line Aastra – 2539-002... -
Page 39: Call Waiting
ITE Agent Phone User Guide Call Waiting Call Waiting Types The type of Hold that you have on your phone determines which type of Call Waiting to use. There are type types. Hold Type Description Normal When you put a party on hold, you hear silence... -
Page 40: Accept A Call Waiting With Call Hold
The first party is on hold You are in conversation with the second party Step Action Result Press The second party is now on hold You are in conversation with the first party Repeat Step 1 to alternate between calls Aastra – 2539-002... -
Page 41: Return To The Party On Hold (Call Hold)
ITE Agent Phone User Guide Return to the Party on Hold (Call Hold) Conditions: One party is disconnected, the other is still on hold Step Action Result Press You are in conversation with the held party Extension lamp ON Accept a Call Waiting (Normal Hold) -
Page 42: Alternate Between Calls (Normal Hold)
The Conference button allows up to seven parties to be joined in a conference call. • One system user must support a conference. A user can be a participant in the conference or can be a non-participant, by setting up the conference and placing the group on Conference Hold. Aastra – 2539-002... -
Page 43: Conference Up To Seven Parties
ITE Agent Phone User Guide • A member may leave a conference at any time by hanging up. If there are only 2 parties left, then the conference is dropped, and the call becomes a normal two-way call. • The conference warning tone (a system option) alerts members in the conference that another party is being added. -
Page 44: Return To The Conference If A Dialed Number Is Busy Or Unanswered
Conference lamp blinking To hang up The conference remains on hold Dial a number Rejoin a Conference Call on Hold Condition: The conference is on hold Step Action Result Press Conference lamp ON You are reconnected to the conference Aastra – 2539-002... -
Page 45: Data Calls
ITE Agent Phone User Guide Data Calls The Data feature allows you to place and receive data calls and, at the same time, use the phone to place and receive voice calls or use other features. You can use the following features with data numbers: Abbreviated Dial –... -
Page 46: Display Feature
Display on Phone Abbreviated Press Dial Press Until all numbers display Automatic Press Dial number Callback Press Number and/or name left by caller: Press Until all numbers display With time and date stamp: Call Forward Press Redial Press Aastra – 2539-002... -
Page 47: Do Not Disturb
ITE Agent Phone User Guide Do Not Disturb The Do Not Disturb feature allows you to temporarily block incoming calls without affecting the use of your phone. The Do Not Disturb feature applies only to the phone where the feature has been set up. It does not affect other phones where this extension may appear. -
Page 48: Group Listen
Step Action Result Press The conference is on hold Conference lamp blinking Dial the phone number of You are connected to the a Group Listen party Group Listen party Announce the conference and the Group Listen feature Aastra – 2539-002... -
Page 49: Rejoin The Conference - Internal Line Busy
ITE Agent Phone User Guide Step Action Result Press The Group Listen party is added to the conference to listen only Conference lamp Repeat Steps 1-4 until all parties are joined in the conference Rejoin the Conference - Internal Line Busy... -
Page 50: Hands-Free Auto-Answer
HFA. This prevents a call from being answered while there is no one at the phone to talk to the caller. Activate Hands-Free Auto-Answer Step Action Result Press Press Confirmation tone HFA lamp ON The feature is activated Deactivate Hands-Free Auto-Answer Step Action Result Press Aastra – 2539-002... -
Page 51: Answer A Call With Hands-Free Auto-Answer
ITE Agent Phone User Guide Step Action Result Press Confirmation tone HFA lamp OFF The feature is deactivated Answer a Call with Hands-Free Auto-Answer Conditions: HFA is activated The handset remains onhook Step Action Result Listen for ring and/or warning tone... -
Page 52: Call Hold Type
Retrieve a Call on Hold Condition: A party is already on hold. Step Action Result Press You are reconnected to the held party Alternate between Calls Condition: A party is already on hold. Step Action Result Press Toggle between held calls Aastra – 2539-002... -
Page 53: Normal Hold Type
ITE Agent Phone User Guide Normal Hold Type Place a Call on Hold Condition: You are already on a call. Step Action Result Press Silence Hold lamp blinking Retrieve a Call on Hold Condition: A party is already on hold. -
Page 54: Initiate A Hotline Conference Call
Depending on system options Step Action Result Press You are connected to the Hotline Conference Hotline The Hotline feature allows you to press a Hotline button that automatically dials a specific number. Use Hotline Step Action Result Press Aastra – 2539-002... -
Page 55: Intercom
ITE Agent Phone User Guide Step Action Result Press Hotline lamp ON The call is placed Intercom The Intercom feature allows you to place and answer calls from members of your Intercom Group while leaving your main extension free to receive calls. -
Page 56: Answer An Intercom Call
The HOLD button does not put the conference on hold. • The HOLD button allows you to lock a Meet-Me Conference so that other parties cannot enter the conference. • A Meet-Me Conference can be locked or unlocked by one member pressing the Hold button. Aastra – 2539-002... -
Page 57: Enter A Meet-Me Conference
ITE Agent Phone User Guide Enter a Meet-Me Conference • When dialing in to a Meet-Me conference, the first caller hears ringing until a second caller dials the number. • If the warning tone option is chosen in system options, a long beep is heard each time a caller enters the conference. -
Page 58: Transfer An Outside Call To A Meet-Me Conference
When a shared extension is in use, another user attempting to use the same line will hear silence. The Privacy Release feature allows up to seven users sharing the same extension to temporarily join conversation on that extension. Aastra – 2539-002... -
Page 59: Use Privacy Release
ITE Agent Phone User Guide Use Privacy Release Condition: You are already on a call. Step Action Result Press Privacy Release lamp ON You can talk with the original party and others entering on your extension After all notified parties have... -
Page 60: Use Callback Queuing
Conditions: An outgoing line has become available The system calls back The Extension lamp is slow flashing Step Action Result Press Voice prompt "Callback Number XX is ready" Wait on the line The call is automatically placed Aastra – 2539-002... -
Page 61: Cancel The Callback
ITE Agent Phone User Guide Cancel the Callback Condition: You are offhook listening to the call automatically being placed and you want to cancel the call Step Action Result Press The callback is cancelled Use Online Queuing Step Action Result... -
Page 62: Transfer
Announce the transfer and hang up The transfer is complete Transfer lamp OFF Hang up without announcing the transfer The transferred call is connected to the new extension only after the person transferring the call hangs Aastra – 2539-002... -
Page 63: Rejoin The Original Party If The Destination Is Busy Or Unanswered
ITE Agent Phone User Guide Rejoin the Original Party if the Destination is Busy or Unanswered Step Action Result Press You are reconnected to the original party Press Voice Mail The Voice Mail feature allows you to access the voice mail system to send and receive messages. - Page 64 Chapter 3, Features Step Action Result Dial the voice mail access number The voice mail system answers This number is usually the same as your extension number Follow the voice mail system prompts Aastra – 2539-002...
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Page 65: Chapter 4 Acd Features
ITE Agent Phone User Guide Chapter 4 ACD Features ACD Sign On The Sign On feature allows you to go on line to receive ACD calls by using one of three methods: • Automatic • Manual with Agent ID Number •... -
Page 66: Sign On State
If you do not have this button on You are signed ON your phone, you can use the feature code # 2 Manual Sign On with Agent ID Number Condition: Off Line lamp ON indicating you are OFFLINE Aastra – 2539-002... -
Page 67: Manual Sign On With Agent Id Number And Password
ITE Agent Phone User Guide Step Action Result Press Press One beep Two beeps Dial Agent ID + Off Line lamp OFF You are signed ON Manual Sign On with Agent ID Number and Password Condition: Off Line lamp ON indicating you are OFFLINE... -
Page 68: Acd Sign Off
The statistics are present one line at a time at the top of the display. the statistics can be displayed in current totals, or in percentages of time. View Agent Statistics Condition: You are signed on to the ACD group Aastra – 2539-002... -
Page 69: Phone Display For Current Agent Statistics
ITE Agent Phone User Guide Step Action Result Press Agent Stats lamp ON indicating stats are activated Lamp turns OFF immediately Watch the display If the statistics are not scrolling, press the AGENT STATS button to see each line of information. -
Page 70: Calls In Queue Display
The Force feature forces all agents in an agent group out of Wrap Up or Work, and makes them available to take ACD calls. Force remains in effect until it is cancelled. Activate Force Step Action Result Press Force lamp blinks Press Force lamp ON Agent's Wrap/Work lamp Force is activated Aastra – 2539-002... -
Page 71: Cancel Force
ITE Agent Phone User Guide Cancel Force Step Action Result Press Force lamp OFF Force is canceled Agents are now able to enter Wrap or Work Night Service The Night Service feature takes a group of agents off line and sends incoming calls to the night call guide. -
Page 72: Overflow
The alternate destination can be a directory number, an ACD pilot/call type, a particular ACD agent, an external local number, or external toll number. Use Reroute Condition: You are on an active call Step Action Result Press Reroute lamp ON 1 Beep Aastra – 2539-002... -
Page 73: Cancel Reroute While Activating
ITE Agent Phone User Guide Step Action Result Dial the new destination 2 Beeps number The feature is activated Reroute lamp OFF Continue to talk to the calling party Cancel Reroute while Activating If you press the REROUTE button a second time while you are setting up the Reroute feature, you will hear one beep and the process will be canceled. -
Page 74: Cancel Send To Me
You must press the Work key to deactivate the feature. Activate Work Step Action Result Press Wrap/Work lamp is fluttering You cannot take ACD calls If you do not have this button on your phone, you can use the feature code * 8 from dial tone. Aastra – 2539-002... -
Page 75: Cancel Work
ITE Agent Phone User Guide Cancel Work Step Action Result Press Wrap/Work lamp Off You can now take ACD calls If you do not have this button on your phone, you can use the feature code # 8 from dial tone. -
Page 76: Cancel Automatic Wrap Manually
Cancel Automatic Wrap Manually Step Action Result Press Wrap/Work lamp OFF You can now take ACD calls If you do not have this button on your phone, you can use the feature code # 8 from dial tone. Aastra – 2539-002... -
Page 77: Chapter 5 Centergy® Reporting Application Features
ITE Agent Phone User Guide Chapter 5 Centergy® Reporting Application Features Centergy Reporting Application Features If you system is running the Centergy Reporting call center applications, your phone may have any or all of the following buttons that are related to the Centergy Manager application for supervisors and to the Centergy Transact application. -
Page 78: View Messages
The Supervisor Alert feature allows agents to send pre-programmed messages to the supervisor's call center management screen (Centergy Manager). Send a Supervisor Alert Step Action Result Press Supervisor Alert lamp ON Dial the numeric message 2-beeps code + Supervisor Alert Lamp OFF The message is sent Aastra – 2539-002... -
Page 79: Phone Display For Supervisor Alert
ITE Agent Phone User Guide Phone Display for Supervisor Alert Display Description Display Supervisor Alert sent successfully Display remains until: • Next message overwrites it • Handset is lifted • SUPV ALERT button is pressed twice Invalid Code Transact The Transact feature is a part of the Centergy system. It allows an ACD agent to use the telephone keypad to enter information collected from the caller. -
Page 80: Delete A Complete Transact Code
Work state or Signing off. For example, reason codes could represent "lunch", "break", etc. The reason code is captured in the system database and can be used in reporting statistics. Your system administrator has defined the reason codes. Aastra – 2539-002... -
Page 81: Activate Agent Unavailable
ITE Agent Phone User Guide • Agent Unavailable can be used without a reason code. • Agent Unavailable can optionally be timed and automatically canceled by the system. See your supervisor or system administrator with any questions. Activate Agent Unavailable... - Page 82 Chapter 5, Centergy Application Features Aastra – 2539-002...
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Page 83: Chapter 6 Phone Tests
ITE Agent Phone User Guide Chapter 6 Phone Tests Phone Tests You can perform a number of tests on your phone, such as phone self-test, lamp test, and system tone test. You can also gather information about your phone such as class of service, cabinet/card/slot information, directory number, etc. -
Page 84: Key Lamps Test
Press Key Template Number Directory Press Directory Number Number Port Number Press Port Number (IBX Classic Systems) Terminal Type Press 3 Terminal types if applicable 1. Inside Term Type 2. Outside Term Type 3. Current Term Type Aastra – 2539-002... -
Page 85: System Tone Tests
ITE Agent Phone User Guide Test Name Action Response User Group Press User Group Number Data Directory Press Data Directory Number (if Number assigned) System Port Press Cabinet, Shelf, Location Slot Trunk Port During trunk call, enter this Cabinet, Shelf,... - Page 86 Chapter 6, Phone Tests Action Result Press Inside Call Wait Tone Press Outside Call Wait Tone Press Override Warning Tone Press "Held" Press "Enter" Press "Private" Press "Forward" Press "Message" Press "Voice Mail" Aastra – 2539-002...
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Page 87: Chapter 7 Feature Codes
ITE Agent Phone User Guide Chapter 7 Feature Codes Feature Codes If your phone does not have one of the following buttons, use a feature code if it is available for use. • For those feature codes that require dial tone, press the HOOK button first. - Page 88 Chapter 7, Feature Codes Feature Action Feature Code Call Forward - Deactivate Press Hold Press Last Number Redial Press Transfer/3-Way Press Conference Voice Mail Press Aastra – 2539-002...
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Page 89: Appendix I Glossary
ITE Agent Phone User Guide Appendix I Glossary Glossary Term Definition Access Code A one or two digit number that must be dialed before an outside call can be made. Account Code A billing number for long distance calls that may be assigned as a part of a user's dialing procedure. - Page 90 The system assigns outgoing on the basis of priority or first come/first served. System (Telephone System) A term used in this guide that refers to Intecom telephone switching systems. Aastra – 2539-002...
- Page 91 ITE Agent Phone User Guide Term Definition Voice Prompt A computerized voice heard through the handset or speakerphone that indicates that a feature has been activated. It may also inform or give instructions to the user. Aastra - 2539-002...