31860X study help - Avaya IX Calling Design Updated: 2023

Some faculty and staff offices are equipped with a Meridian digital telephone. These phones are easily identified by the word "Meridian" on the sets.

Answer an Incoming Call

If the incoming call is on the first key, just lift the handset. If the incoming call is on any other key, lift the handset and press the button next to the flashing black triangle.

Place an Internal Call

Press the key of an available line, lift the handset (or if the line on key 1 is available, just lift the handset), then dial the last five digits of the desired telephone number. Example: to call 552-8000, press the key of an available line, lift the handset, dial 28000.

Place a Local or Toll Free (800) Call

Press the key of an available line, lift the handset, (or if the line on key 1 is available, just lift the handset), then dial 9 + the desired telephone number.

Place a Long Distance Business Call

Dial 9 + 1 + the desired telephone number.

Place a Long Distance Personal Call

Use your personal mobile phone.

Auto Dial

To store a number leave the handset on hook, press the "Auto Dial" key (the black triangle will start flashing). Dial the number to be stored as you would dial it (ex. 9 + 10 digit number), press the "Auto Dial" key again (the black triangle will disappear).

To use: Press the key of an available line, lift the handset (or if the line on key 1 is available, just lift the handset), press the "Auto Dial" key (the number previously stored on that Auto Dial key will be automatically dialed).

Call Forward

To activate, press the "Forward" key (the black triangle will start flashing) on the dial, enter the five digit BC telephone number that you want your calls to forward to, then press the forward key again (the black triangle will be solid indicating that Call Forwarding is active).

To cancel, press the "Forward" key (the black triangle will disappear indicating that Call Forwarding is inactive).

Call Hold

To activate, while on an active call press the "Hold" key located above the dial pad (the black triangle of that line key will start flashing indicating that the line is on hold).

To retrieve, lift handset, press the line key next to the flashing black triangle.

Call Pickup

Press the key of an available line, lift the handset, press the "Call Pickup" key (if equipped), or dial *85.

Call Transfer

While on an active call, press the "TRN/CNF" key, dial the BC telephone number that you wish to transfer the call to, press the "TRN/CNF" key again, hang up the handset.

Conference Call

While on an active call, press the "TRN/CNF" key (this will place the first call on hold and give you dial tone), dial the telephone number that you wish to add to the call, press the "TRN/CNF" key again, there should now be three parties on the call. When finished with the call, hang up the handset.

Group Intercom Call

Lift the handset, press the "I/C" key, dial the 2 digit intercom number you wish to speak to. Intercom lines do not forward if busy or not answered.

Last Number Re-Dial

Press the key of an available line, lift the handset (or if the line on key 1 is available, just lift the handset), dial # #, the last number dialed from that telephone set will automatically be re-dialed.

Speed Call

To program a number: Leave the handset on hook, press the "Speed Call" key (the black triangle will start flashing), enter a one digit storage location code (0-9) on the dial pad, then enter the full number as you would dial it (ex. 9 + 10 digit number), then press the "Speed Call" key again. Repeat the above steps to change or enter additional numbers.

To use: Press the key of an available line, lift the handset (or if the line on key 1 is available, just lift the handset), press the "Speed Dial" key, then enter the one digit storage location code of the number you wish to call. The number previously stored will be automatically dialed.

Voicemail Notification

The red triangle in the upper right hand corner of your telephone set will be lit.  Important note: If you have two different phone numbers assoiciated with your phone, the red triangle indicates messages for the primary line only. 

Retrieve Voice Messages

Lift the handset, if the line on key 1 is not available, press the line key of an available line, press the "Message" key, or dial 24006, then login to your voicemail box. 

Kathy Gibson reports from Gitex – Avaya has successfully emerged from bankruptcy to challenge for supremacy in the burgeoning customer experience (CX) market.

There’s a new spirit of optimism and passion at the company, with CEO Alan Masarek leading the charge.

“There is this tremendous trend towards customer experience,” he says. “And communications companies have to be driving it.”

Masarek believes Avaya is in pole position to do just this: “The company has a great asset base. It is already a leader in the contact centre and unified communications market, with some huge customers.

“In addition, it is an iconic brand – and it has global distribution.”

To seize the opportunity presented by the growing CX segment, Masarek says Avaya needed to complement its market leadership position with financial and business restructuring.

The company entered Chapter 11 of the US bankruptcy code in February this year, and emerged less than three months later, in May, with a very positive financial story to tell.

The $3,9-billion in debt has been written down to $800-million, with $650-million of that available as cash.

That achievement was possible because creditors bought into Avaya’s strategy and it’s vision for CX, Masarek says, and they believe that their returns will be greater on the equity than the debt.

Avaya has also delisted, so it’s been able to do its cost restructuring and operational changes as a private company.

This doesn’t mean its movements are shrouded in secrecy, though. “I like the transparency of being public,” Masarek says. “But our constituent is not Wall Street; it is our customers. So we do an annual report for our customers that brings the new company to life and lets us communicate with a level of transparency.”

This interactive report is live on the Avaya site.

In restructuring the business, the company has identified the directions its product development needs to take, and rationalised a number of older product lines, including some that harked back to the Nortel days.

“When you set an unambiguous product strategy on the one hand, and rationalise the product set on the other, the engineering group can focus and deliver on the roadmap quickly,” Masarek says.

“We have also become transparent about our plans and published our roadmap to demonstrate our reliability. We needed to do this to reclaim the confidence of our customers.”

Concurrently with that restructuring, Avaya has right-sized the cost structures and made several operational changes, with the result that the company’s profitability has been restored.

This is key, says Masarek: Avaya has traditionally reported good revenues, but profitability was lacking. Now, not only has it restored free cash flow but turns in a positive performance.

At the same time as the financials and product sets were being brought into line, the organisation was being restructured to support the strategy, and work is underway to revitalise the company culture.

“First we reset the go-to-market strategy in a way that we think is unique among our competitors,” Masarek says. “And this is to build it around our customers.”

Avaya counts some of the world’s largest organisations as its customers, with many of them on the books for as much as two decades, when the company was variously AT&T, Lucent and Nortel.

“These are large deployments,” Masarek points out. “And that customer set is modernising operations and moving to the cloud – but not like the SME world is. Theirs’ is much more of a gradual migration. So our go-to-market strategy of innovation without disruption is key.”

Avaya’s traditional solution set is in on-premise kit; its more recent offerings in the cloud are desirable but it’s simply not possible for large enterprises with massive investments in legacy equipment to do a rip-and-replace.

Avaya’s hybrid cloud options let customers move at their pace. They can layer their on-premise installations with innovations from the Avaya Experience Platform, allowing customers to connect how they want and giving employees the tools to meet customers’ needs.

When moving to the cloud, customers can first transition their current on-premises platform to Avaya Enterprise Cloud, keeping their familiar Avaya solution such as Avaya Aura Platform and Avaya Call Centre Elite in a dedicated instance on Microsoft Azure. That way there’s no disruption for customers and no training needed for employees. From there, they can easily modernise the customer experience by adding Avaya Experience Platform capabilities.

The Avaya Experience Platform helps organisations to maximise contact centre performance and connect to customers with seamless experiences across channels including voice, video, chat, messaging, and more.

Avaya Enterprise Cloud is essentially the legacy Avaya platform, running in a secure, flexible and personal cloud. Customers can expand their contact centre and unified communications as needed to extend their capabilities and communication channels.

“Customer service is how our enterprise customers compete,” Masaryk stresses, pointing out that CX needs to permeate the whole company.

“Where the industry is going, and where we are driving, is for CX to happen throughout the organisation in an omni-channel way. You can no longer think of solutions as just UC for the knowledge workers and contact centre solutions for the agents. We are not building yesteryear’s solutions, but permeating CX throughout the organisation.”

With very little competition in the on-premise space, Masarek believes Avaya has a good story to tell in helping the large, complex and sensitive industries customer set to transition to hybrid and full cloud when they are ready to do so.

“In almost any enterprise software category, large companies do not do a hot cut-over for anything,” Masarek says. “They don’t want to forklift their installation, but they do want to modernise. Whether they want to stay on-premise of jump all the way to multi-tenanted cloud – or any of the baby steps inbetween – we can do that with them.

“It’s about letting them choose their own journey, moving at their own pace.”
In this, Masarek believes Avaya has found its position in the market, with very little competition. “And this has resonated well with customers and partners.”

The final step in the company’s rebirth has been to revitalise the culture. Masarek has made a start in this direction by adding new executives in key functions and focusing on the recruitment and retention of talent throughout the organisation.

He is well aware of how difficult this turnaround can be, but tells believes culture is hugely important and so has set in place a strategy to achieve the change.

“First, we want to turn the company into a destination place to work, which is all about having a culture that attracts and retains the best talent. We will do this through rewards and recognition, through the corporate culture itself and through growth and development.”

Culture means a variety of things, he adds, from sustainability, inclusivity, the workspace themselves, staff wellbeing and inviting mutual respect.

“Being a destination place to work is fundamentally a personal thing and means different things to different people,” he adds, “However, it reflects itself in quantitative measures that we can track and ensure they Improve over time.

“But changing the culture only works if you walk the walk, and go after the opportunities that people believe in. People want to win, so they will get behind the strategy.”

Avaya has given itself eight quarters to reinvent itself and, five quarters in, Masarek is confident the company is making good progress.

“There is a sense of optimism – and the company feels different to me; people believe in it.”

Who is Alan Masarek?

Alan Masarek came out of retirement 14 months ago to lead the restructuring of Avaya.

His most recent position before that was a CEO and director of Vonage Holdings, from 2014 to June 2020. He led Vonage through its transformation from a VoIP-based residential phone provider into a global enterprise cloud communications company.

Before that, he was a director at Google from 2012, following Google’s acquisition of Quickoffice, where Masarek was the co-founder and CEO. Having set up the company in 2007, Quickoffice had 26-million registered users by the time Google took it over.

Improve your study skills with our assistance. We provide many forms of academic help, but studying begins with you. Check out some of these resources about self-management and learning, two areas essential to your academic success.

Management

Motivation

• Motivation is the force behind all learning.  Without motivation, you may dread going to class, procrastinate, or your mind may wander during homework.  Try setting goals or learning more about your mindset in order to boost your motivation. 

Time

• Learning takes time, but you have to make time by blocking out your weekly schedule and finding the best times to study. Use a planner to keep track of daily tasks and activities. Write detailed to-do lists to keep yourself on track in accomplishing your goals. 

Productivity  

• Focus is imperative for learning, and phones and computers are both a gift and a curse. Use your time wisely by taking frequent brief breaks and avoid multi-tasking.

Self-care

• Sleep aids learning. Shoot for 8 hours, although some people need a bit more or less. When you exercise, proteins and hormones are created and released which boost learning power and memory. Eating well is important for learning, and affects sleeping and exercise habits too.

Learning

Learning skills

• Learning takes time and effort; there are no short cuts. Here are tools and techniques to help you apply that time and effort well.

Note-taking

• Remember, you should MAKE notes, not take notes. notes are most helpful when they involve active listening, and you return to them on a regular basis. Make sure to engage with your notes when reviewing by asking questions, speaking aloud, reorganizing, and discussing with classmates.

Reading

• Professors assign textbooks for a reason. practicing can take time, but ti is worth it to prime your brain to the subjects you will discuss during class, and textbooks are an invaluable resource when reviewing for tests.

Test taking

• Tests are one of the most intimidating aspects of college, but with good preparation and understanding of how testing works, you can come out ahead. Remember to communicate with your professor to know what to expect, and always start studying at least 5 days ahead of the test date.

MORE RESOURCES

A young Oklahoma mom has been found dead on a barge on the Mississippi River — days after she was arrested for repeatedly calling 911 pleading for help.

Hailey Silas’ body was found about 7 a.m. Saturday while the barge’s crew was performing an inspection while traveling the Mississippi River near Shelby Forest in Tennessee, WREG reported.

Less than a week earlier, the 22-year-old mom was arrested for calling 911 several times Sunday from a gas station across from Southland Casino, according to the outlet.

She reportedly asked authorities to give her a ride out of West Memphis, Arkansas, because she was scared of something and was having a “panic attack.”

After Silas was taken to a station in handcuffs, she asked to talk to her parents, saying she was scared and confused, according to WREG.

It was not immediately clear what she was scared of, but the young mom also asked to be taken to a “psych ward,” the report said.

She pleaded guilty on Wednesday last week to a misdemeanor of communicating a false alarm and was given a suspended sentence of time served, according to records cited by the outlet.

A psychological evaluation report has also been filed but its contents were not disclosed.

Her body was found three days after her guilty plea.

It was unclear what brought the Luther, Oklahoma, resident to the border between Arkansas and Tennessee, but the Shelby County Sheriff’s Office doesn’t believe foul play was involved, WREG reported.

Officials said no identification was found on Silas, but her mom, LaRena Darrow, claimed someone had her phone.

She said when she tried to call it, it was answered by a man she did not know.

“And I said, ‘This is my daughter’s profile, what are you doing on it?’ And he said, ‘Well, I’m sorry, Hailey doesn’t have a phone anymore,’” Darrow told the outlet.

“I don’t want to think about my baby being hurt like that and nobody being there to save her or being there to help her,” she said.

“I have no idea. I had spoken with her Thursday night and she had sent me a couple pictures of her on a bridge and she looked so happy.

“And she was about to go sing karaoke and that was the last time I talked to her,” the grieving mom added. “She was an amazing mother. My grandson is missing out on such a wonderful person. She was such an angel.”

The incident, including the cause of Silas’ death, remains under investigation.

Have a challenging goal ahead? Some anger could help you achieve it, according to new research.

For the study, published recently in the Journal of Personality and Social Psychology, researchers analyzed the role of anger in different scenarios, including a variety of challenges and a survey. One experiment, for example, focused on participants' completion of word puzzles after being shown images designed to elicit specific emotional responses.  

Across all the experiments, researchers found anger improved the participants' ability to reach challenging goals compared to a neutral emotional condition. In some cases, anger was associated with higher scores or faster response times — while in one experiment, they found, it increased the rate of cheating to win prizes.

Anger did not, however, seem to Improve outcomes when the goals were easier instead of challenging. In certain experiments, amusement or desire were also associated with increased goal attainment, but anger was associated with increased success across the board.

"People often believe that a state of happiness is ideal, and the majority of people consider the pursuit of happiness a major life goal," lead author Heather Lench, a professor at Texas A&M University, said in a news release. "The view that positive emotion is ideal for mental health and well-being has been prominent in lay and psychological accounts of emotion, but previous research suggests that a mix of emotions, including negative emotions like anger, result in the best outcomes."

Researchers also analyzed survey data collected from the 2016 and 2020 U.S. presidential elections, where people were asked how angry they'd be if their candidate didn't win. Though it had no effect on who they voted for, those who said they would be angry were more likely to vote in the election. 

"These findings demonstrate that anger increases effort toward attaining a desired goal, frequently resulting in greater success," Lench said.

Nicholette Leanza, a licensed professional clinical counselor with mental health care company LifeStance Health, who was not involved in the study, told CBS News that the findings didn't surprise her. 

"Often with my own clients, I've noticed when they move from being sad about something that didn't happen for them to feeling angry about it, they're more likely to take action to make things better for themselves," she said. "Their anger about the situation is the motivator behind moving them forward."

Alyssa Mairanz, owner and executive director of Empower Your Mind Therapy, who was also not involved in the study, explained how emotions can be strong motivators.

"In Dialectical Behavior Therapy (DBT) we like to look at emotions as neither good nor bad; they are the reality," she says. "In DBT we also talk about emotions having three main functions: Emotions can communicate to and influence others; they can organize and motivate for action, which is what the study showed; and they can be self-validating and indicators of our needs."

While any emotion, including anger, is valid, Mairanz says, they should be used as guidance on how to proceed — but this can be done effectively or ineffectively.

"Impulsively acting on an emotion can lead to negative consequences if we don't act in our best interests," she says. "Anger is an especially risky emotion because it tends to be the one where people act most impulsively. Acting on anger without thought can cause someone to lash out verbally or even physically. Generally, that is not the most effective action in the situation."

Even if anger can help with certain goals, prolonged states or intense bouts of it can be unhealthy for your mind and body. It has also been linked to mental health challenges including depression.

"As we can see from the study, anger can be a motivator. But if a person stays angry for extended periods of time, that is not helpful or healthy at all," Leanza says. "We often say anger turned inward is depression, and we definitely see this when people struggle to manage their anger over long periods of time. So, anger can be positive for short blasts of motivation, but long periods of it can really turn a person toxic."

And because of the connection between brain and body, anger can also impact our physical health.

"Like other emotions, (anger) is accompanied by physiological and biological changes; when you get angry, your heart rate and blood pressure go up, as do the levels of your energy hormones, adrenaline, and noradrenaline," according to the American Psychological Association.