Avaya IP Office R9.1 BASIC Call Handling

BASIC Call Handling:

Automatic Callback

A user can set an automatic callback two ways:

  • • When calling an extension that is busy, request a call when the extension becomes free.
  • • When calling an extension that only rings, request a call when the extension is next used.

Depending on the type of phone a user has, request a call back when free by dialing a short code if an internal busy tone is heard, selecting an option from an interactive menu or pressing a programmed DSS/BLF key. A user can also activate a callback when free from Phone Manager. A user can also set a callback when free or a callback when next used using a short code without attempting a call.

This feature is available across both multisite and small community networks.

Distinctive ringing

The system uses various ringing sequences to indicate call types. For example, internal and external calls can have different rings, called distinctive ringing.

On analog phones, the distinctive ringing sequences are adjustable. On digital and IP phones, distinctive ringing is fixed as follows:

  • • Internal call: Repeated single-ring
  • • External call: Repeated double-ring
  • • Ringback call: Single ring followed by two short rings

Ringing sequences work with the following call types:

  • • Calls returning from park
  • • Calls returning from hold
  • • Transferring calls
  • • Call back when free calls
  • • Voicemail ringback calls

This feature is available across both multisite and small community networks.

Call screening

Users can screen for important calls and decide to answer a call or let it go to voice mail.

Users can screen incoming calls while the phone is in an idle state and listen to incoming calls transferred to voicemail. When an incoming call arrives at a phone and is directed to and answered by the voicemail system, the user automatically hears the caller on his or her phone speaker, but the caller cannot hear the user. Users can decide whether to answer the call or drop from the call and let the voicemail system continue to handle the call. A user cannot screen a call while he or she is on another call.


Users can forward calls to another extension or external number including mobile devices. Users can forward calls in a number of ways and if the call is not answered at the forward destination it will go to voicemail if enabled for the user and call supervision is available. Once the numbers have been entered, the user can toggle the forwarding to be active or not as required without having to reenter the numbers.

If the user is a member of a hunt group, some types of hunt group calls can also forward unconditionally. Users can select if forwarding is applied to external calls only, or all calls. Call forwarding is processed after do not disturb and follow-me conditions are tested.

Coverage to Operator

Administrators can configure an operator or a group of operators to provide coverage for external calls that would otherwise go to voicemail. Unanswered calls are routed to an operator or a group of operators. For example, local government offices prefer to provide a personal service rather than voicemail.

Follow Me

Follow Me enables all the features that a user has set on their phone to follow them to another phone. Forwarding only forwards calls only, not phone settings.

When users are away from their desk at another work area, they can forward call settings from their main phone for calls that follow the user including Forward On Busy or No Answer.

User can set Follow Me either from their primary phone (Follow Me To) or from the phone where they want calls to be received (Follow Me From). Several people can have their phones forwarded to a one destination and if the phone has a display it will indicate who the call is for.

Forward Hunt Group

Users can forward a hunt group to forward calls for a group. For example, in a sales or support environments where a number of people may be out of the office using mobile phones, this feature allows them to participate in the hunt group as if they are in the office.

Calls for a hunt group that the user belongs to can also follow forward unconditional. The hunt group must be set for either sequential or rotary ring type and if the call is not answered at the forward destination it will follow the hunt group call handling instead of going to voicemail.

Forward On Busy

If enabled, this forward occurs when a user is busy and another call is routed to them, but the system does not forward calls for a hunt group that they may be a member of.

Users are considered to be busy when they are on a call, but depending on call waiting settings and key and lamp features, this may not be the case.

Forward On No Answer

If a call rings for a user but the user doesn’t answer it within the configured answer time, the system forwards the call that has been indicating call waiting if enabled.

Forward Unconditional

The system forwards all calls for the user to a number, but if a call is not answered within the configured answer time, the system sends the call to voicemail if enabled.

Unconditional Forward To Voicemail

Users can divert all calls to voicemail even when a user’s voicemail is not activated.


Users can place calls on hold with optional hold music. A held call is presented back to the extension after a time out, set by the system administrator, so that held calls cannot be forgotten.

Toggle Calls

The system cycles each call that the user has on hold to their extension, presenting them one at a time to the user.

Hold Call Waiting

Combine hold and answer to hold an existing call and answer a waiting call through a one button press.


As an alternative to placing calls on hold, users can park calls to be picked by another user.

Park is available on the user’s phone, Avaya one-X® Portal for IP Office, Phone Manager and SoftConsole.

The system parks a call using a park slot number which can be announced over a paging system.

The designated user can go to any phone and take the call by dialing the park slot number.

Phone Manager has 4 predefined Park buttons. On digital phones with DSS/BLF keys, it is possible to program park keys to indicate when there is a call in a particular park slot and allow calls to be parked or retrieved.

Administrators can determine how long a call remains parked before it is presented to the extension that originally parked the call.

Personalized ringing

Users can change the sound or tone of a phone’s ring.

On many digital phones, users can personalize the ringer sound. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the phone and not supported on all types of phones.


The system generates the correct tones for the geography. These tones are generated for all extension types: analog, digital and IP.

Supported tones are:

  • • Normal, alternate, and secondary
  • • Busy
  • • Unobtainable
  • • Re-order
  • • Conferencing


Users can transfer a call in progress to either an internal extension or an external public number.

The system places the caller on hold while it performs the transfer.

If the transferring user hangs up before the destination user answers, the system automatically transfers the call, called an unsupervised or blind transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer, called a supervised transfer.

Unless restricted by the administrator, the system does not differentiate between internal or external call transfers.

ECS is an Avaya authorized business partner located in Seattle, WA & Portland, OR.

ECS provides local technicians for on-site work installing and servicing a variety of voice/data equipment, ie; Avaya Aura Servers, Gateways, Messaging, Telephones, Firewalls, Ethernet Switches, Low Voltage Cabling, WiFi, CCTV, POS, Paging, etc. 

ECS provides services in the states of Washington & Oregon, primarily in the greater Seattle & Portland areas.

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