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Avaya Phones: 2420 Instructions

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ITS Client Services

10 Astor Place, 4th Floor
1-212-998-3333
Fax: 1-212-995-4040
telephone.service@nyu.edu


Image of a model 2420 digital phone.

The 2420 Digital Telephone is a 24-button telephone with speakerphone, alphanumeric display, various hard feature buttons, and three pages of buttons for Busy Indicators, Message Indicators, and other features.

Page Contents

Programming Features

Extension (Call) Appearances

These buttons are marked with the extension numbers (the last five digits of the telephone number) that are programmed onto the buttons. Principals typically have three appearances of their extension. Persons covering main department numbers and other people's phones may have appearances of their own extension, appearances of the department number, and cover lines for answering calls for other people.

Call Pickup

This feature allows you to answer calls placed to other extensions in your group or department without having those extensions on your phone. When a phone in your pick up group is ringing, a diamond shaped indicator will appear next to your call pick up button.

To use this feature, lift the handset or activate Speaker, then press the Call Pickup button (or dial #4).

Send All Calls

When activated, all your calls go directly to your next point of coverage—either voice mail or a cover person. A single ring is heard when the feature is activated. To designate a cover person, see the help page for instructions on how to place a telephone order.

To activate, press the Send Calls button (or lift handset and dial *3). An arrow will appear next to the Send Calls button.

To deactivate, press the Send Calls button (or lift handset and dial *3). The arrow next to the Send Calls button will disappear.

Call Coverage

Calls to a person's extension can be programmed to progress to voice mail or to another phone or phones and then to voice mail. The norm is three rings before the call progresses. Two to six rings are possible. Please see the help page for instructions on how to place an order for (or change) this feature.

Cover Line

Used on the phones of those people who cover the calls of others. This is a call appearance of an extension to which coverage calls will ring. Note: a cover line cannot be dialed directly. Calls reach the cover line either through call coverage or when someone has pressed the zero option in voice mail (opting to speak to someone).

Please see the Label section for more information about how Cover Lines will appear on a phone.

Call Forwarding

Allows you to have your calls ring at another NYU extension instead of your own.

To activate Call Forwarding:

  1. Lift handset or activate Speaker
  2. Dial *2.
  3. Enter the NYU extension to which you wish to forward your calls. You will hear a three beep confirmation tone.

To deactivate Call Forwarding:

  1. Lift handset or activate Speaker
  2. Press the call appearance of the forwarded line.
  3. Dial #2. You will hear a three beep confirmation tone.

Transfer to Voice Mail

If you have answered a call for a coworker through call pickup or call coverage, you can transfer the caller to the coworker's voice mail without calling the coworker's number.

To use:

  1. Press Transfer.
  2. Select an unused appearance.
  3. At the dial tone, dial *4.
  4. When voice mail greeting begins, press Transfer.

System Feature Codes

Last Number Dialed

*1

Call Forwarding

Activate: *2; Deactivate: #2

Send Calls

Activate: *3; Deactivate: #3

Transfer to Voice Mail

*4 (only possible if call is being transferred from a call pickup, cover line, or bridged appearance of that voice mailbox extension)

Call Pickup

#4

Additional Features

The following features can be programmed onto the three display pages on the phone.

Busy Indicators

Busy Indicators allow cover persons to monitor when the party whose extension is listed on the Busy Indicator is on the phone (an arrow will appear). Busy Indicators can also be used to place or transfer calls to the listed extension.

To use a Busy Indicator to place a call:

  1. Lift the handset and press the Busy Indicator, or simply press the Busy Indicator button (your speaker will be activated and the person's phone will ring).

To use the Busy Indicator to transfer a call:

  1. Press Transfer. This puts the caller on hold.
  2. Press the Busy Indicator. When the party answers, announce the call.
  3. Press Transfer again, then hang up. If the party does not wish to accept the call, press the call appearance with the inverted handset indicator to return to call on hold.

Message Indicators

Indicates to the cover person that there is a new voice mail message for the listed extension.

Call Center Programming

Some phones have been programmed with buttons that allow the user to log into a call center and view call center statistics. If your phone has this type of programming, but you are not part of a call center, speak with your supervisor.

LOG IN

In most cases, the LOG IN button will be custom labeled for you when the phone is installed. You can view the system default label for this in the Label menu on your phone. While you may be able to modify the customization, it is not recommended.

Available

This is the button you press to make yourself AVAILABLE to receive calls to your department's call center. You cannot edit this button label.

NotAvail 0

This is the button you press when you are NOT AVAILABLE to receive calls to your department's call center.

AfterCall

This is the button you press to put yourself in the AFTER CALL WORK state, which means that you are still doing work related to the last completed call center call and are unable to accept another. Not all call centers use this work state; it will not appear on all call center phones. You cannot edit this button label.

LOG OUT

At the end of your shift or business day, you press this button to log out of your call center. You cannot edit this button label.

VU Display

There are two view-display buttons that may be programmed on your phone. They will show you real-time call center activity. You cannot edit these button labels.

  • Vu Display 1: shows your skill group number, the number of calls waiting in the queue, and the age of the oldest call waiting.
  • Vu Display 2: shows the number of call center staff who are available, on break, staffed and on an ACD (call center) call.

Call Center Display Mode

The 2420 model phone has three display pages. Each page normally has eight programmable call appearance/feature buttons as well as the labels for the main softkey buttons, which appear below the caller ID window (see the Call Appearance and Feature Buttons section). However, phones with call center feature buttons may also be in a modified call center display mode. This display option causes buttons programmed on the third page to also appear on the first page below the caller ID window, allowing all call center-related buttons to appear on one page. The main softkey options you would otherwise see below the caller ID window on all three pages appear only on the third page when the phone is in call center display mode.

You can change the phone display to and from call center display mode as you and your supervisor deem appropriate:

  1. Press Option.
  2. Press Display Mode.
  3. Next to "Call Center Mode," you will either see either "No" or "Yes" displayed. Press the button next to the word to change the mode (or press the button beneath "Yes/No" at the bottom of the screen).
  4. Press Save.
  5. Press Done to return to home screen.

Call Appearance & Feature Buttons

graphic depiction of the 2420

Click the above graphic to open an enlarged version in a new window.

There are 24 programmable extension (call) appearances and feature buttons (The 2-part feature key is a split oval.) in the three pages of display in the top center of the telephone. These buttons vary in how they are programmed depending upon the function of the person using the telephone. The left and right arrow buttons are used to navigate between the display pages and various menus.

Softkey Buttons

These buttons (The oval softkey button.) allow the user to perform specific functions and appear at the bottom of your telephone screen.

Main softkeys:

SpDial

Allows you to store telephone numbers and extensions that are frequently dialed.*

To add a number:

  1. Press SpDial.
  2. Press Add.
  3. Using the keypad, enter the name under which you want to store the phone number.
  4. Press the button (on left side) where "Number" appears (the cursor will move to that field).
  5. Using the keypad, enter the phone number you want to store. Note, NYU numbers may be entered by their 5-digit extension; for numbers off campus, the phone number must be preceded by 9+1 and area code.
  6. Once you have entered the name and phone number, press the Save softkey.
  7. Press Exit to return to the home screen.

To delete a number:

  1. Press SpDial.
  2. Press Delete.
  3. Select a name from your list you'd like to delete, then press the corresponding button.
  4. Press Yes.
  5. Press Exit to return to the home screen.

To edit a number:

  1. Press SpDial.
  2. Press Edit.
  3. Select a name from your list you'd like to edit, then press the corresponding button.
  4. Move the cursor to the field you want to modify by pressing the button next to "Name" or "Number."
  5. Press Save.
  6. Press Exit to return to the home screen.

Note, if you are adding a SpDial entry that requires an authorization code to make the call (e.g., a long distance number), the "Stay in Speed Dial" feature should be set to NO. To modify this feature, press the Option softkey, then the Miscellaneous feature button, and then the feature button on the right side (which changes the setting to "YES" or "NO").

Log

Allows you to see Missed, Incoming Answered (InAns), and Outgoing (Outgo) calls. You can define what types of calls you want logged in the Option menu.

Option

Allows you to modify the ring pattern, language, display mode, activate visual ring, and set up your call log, as well as other miscellaneous features.

IMPORTANT: If the Erase button is pressed, all customizations (including call logs and speed dial entries) will be deleted from the phone and will not be retrievable.

Selecting a Ring Pattern

There are eight different ring patterns. A particular ring pattern can help you distinguish your phone's ring from others around you.

To use:

  1. Press Option.
  2. Press Ring Pattern.
  3. Use the left and right arrow buttons or keypad digits 1-8 to browse through the ring patterns.
  4. Press Play to hear a pattern. Press Save to set the ring pattern. You will hear a confirmation tone.
  5. Press Exit to go to the home screen.

Selecting Visual Ring

The message-waiting lamp can also be set to flash when you receive an incoming call. When this option is enabled, the lamp above the 2420 display area flashes as the telephone rings to announce incoming calls.

To use:

  1. Press Option.
  2. Press Ring Options.
  3. Press the Yes/No softkey (or the button to the right of the setting) to enable and disable the Flash Message Lamp feature.
  4. Press Save. You will hear a confirmation tone.
  5. Press Exit to go to the home screen.

Show Phone Screen

When this feature is set to "Yes," the display page of the phone screen will automatically jump to the page containing the ringing call appearance.

To use:

  1. Press Option.
  2. Press Ring Options.
  3. Press the Yes/No softkey (or the button to the right of the setting) to enable and disable the Show Phone Screen feature.
  4. Press Save. You will hear a confirmation tone.
  5. Press Exit to go to the home screen.

Label

Allows you to customize the labels for the call appearance/feature buttons that have been programmed in the phone system, view default labels for these buttons, and erase labels you have modified.

Note:

  • Some labels cannot be modified. "That label cannot be changed" will appear if you try to modify them.
  • Some labels, such as those for Cover Lines, will have been customized for you to make them easier to use and it is not recommended that you change or erase them.
  • Phones that are programmed for Call Centers have special customized labeling. See Call Center Programming for more information.

To re-label an existing call appearance/feature button:

  1. Press Label.
  2. Press Edit.
  3. Select a call appearance/feature button to re-label.
  4. Using the keypad, enter a new label at "New Label." The default label appears under the "System Label" field. Press the Backspace softkey to delete the last letter/digit entry. Press Clear to clear the label. Press left or right arrow to move between letters/digits.
  5. Press Save.
  6. Press Exit to return to the home screen.

To restore all call appearance/feature button labels to the system labels:

  1. Press Label.
  2. Press Restore.
  3. Press Erase to restore all labels to system defaults or press Cancel to cancel.
  4. Press Exit to return to the home screen.

To inspect the system default call appearance/feature button labels:

  1. Press Label.
  2. Press Inspect.
  3. Scroll through the screens to view the button labels as they would appear if the system defaults were restored.
  4. Press Done.
  5. Press Exit to return to the home screen.

Fixed Feature Buttons

These are the buttons that appear on the lower half of your phone (excluding the keypad). They are described below.

Left and Right Arrows

Use to move between screen pages, cycle through Call Log and Speed Dial entries, and to move the cursor during data entry.

Exit

Use to return phone to the home screen from a modification mode.

Speaker

Use to place or answer a call without lifting the handset:

  1. Press Speaker.
  2. Place or answer a call, or access a feature.
  3. Adjust the speaker volume, if necessary, using the Volume button.

Headset

Use to transfer a call to the headset. Note, headsets are not standard with the 2420. They can be ordered through ITS by calling 212-998-3333 and selecting option 2.

To use your headset while on a call, press the Headset button (). You can also answer an incoming call by pressing the Headset button (). A red light indicates that the call has been transferred to the headset.

Mute

Use to mute the microphone while on speakerphone.

Press Mute () to prevent connected callers from hearing you (a red light goes on). Press Mute () again to resume speaking to the connected callers (the red light turns off).

Message Lamp

The message waiting lamp (9), which is above the phone display screen, will light if you have new messages in your voice mailbox.

Volume Control

Use the arrows () to raise and lower the ring volume, the speakerphone volume, or the handset volume. Press the down arrow button to lower the volume and the up arrow button to raise it.

Messages

Use to automatically dial the voice mail system when checking messages. Press the Message button () to dial your voice mail.

Hold

Use to place a call on hold.

To answer a new call while on another call:

  1. Press Hold (). The initial call is placed on hold.
  2. Press the call appearance button of the incoming call.

To return to the call on hold, press the call appearance button of the call on hold (where appears).

Transfer

To send a call to another NYU extension:

  1. Press Transfer (). This places the caller on hold.
  2. Dial the extension to which the call is being transferred. When the party answers, announce the call.
  3. Press Transfer again, then hang up.

Conference

The conference feature allows you to connect up to six parties, including yourself.

To initiate a conference call:

  1. Get the first party on the line.
  2. Press Conference (). The first party is now on hold.
  3. Dial the number of the new party, wait for an answer, and announce the conference call.
  4. Press Conference again. All parties are now connected.
  5. Repeat steps 2-4 for each additional conference connection.

To conference a caller you have on hold with a party you are speaking with on another call appearance:

  1. Press Conference ().
  2. Press the call appearance button of call on hold (first call).
  3. Press Conference again. All parties are connected.

Drop

Use to drop the last party added to a conference call or to get a new dial tone if you have misdialed.

To use, press Drop ().

Redial

Use to redial the last telephone number dialed ().


Page last reviewed: April 16, 2012