User Guide. IP Multimedia 1110, 1120, 1140 & 1150 phones

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1 User Guide IP Multimedia 1110, 1120, 1140 & 1150 phones

2 Content 1. IP Phone buttons & usage 2. Logging on / off your IP Phone 3. Changing your password 4. Making a call 5. Receiving a call 6. Placing a call on hold 7. Transferring a call 8. Making a conference call 9. Ring Again 10. Storing names in your directory 11. Dialling names in your directory 12. Editing your directory 13. Setting auto login 14. Using Autodial feature buttons 15. Call Forward options 16. Leaving a message 17. Setting up & accessing your voic Dedicated Feature Keys Contacting the Emergency Services IMPORTANT SAFETY NOTE: When calling 999 the user s location is based on the Calling Line Identity (CLI). Hence, the Emergency Bureau will not know a user s location if they are using their Internet Protocol (IP) Multimedia Services when away from their normal office location (e.g. working from home, etc). If IP Multimedia users need Emergency Services, they should use a regular landline phone. If they are forced to use an IP-based phone then they must explicitly tell the Emergency Bureau their exact location. IP Multimedia 11x0 Phones User Guide Page 2 of 8

3 1. IP Phone buttons & usage The above picture shows the The other phones in the range use the same keycap icons and are a similar layout. The additional buttons on the 1150 for call centre deployments are detailed later in this guide. The 1110 entry level phone does not have feature keys (17), so uses the Soft Function keys (4) for call features such as Transfer and Forward. 1 Call Hold key Use to place received calls on hold. Callers placed on hold will hear music if this has been requested to be provisioned with your Service. Music will also be played during call transfers. 2 End Call key Use to end any active call made via the handset, headset or handsfree facility. 3 Message Waiting / Call Indication lamp Will stay lit to notify you have a new voic message, or you have not answered a call. It will also flash to indicate that your telephone is ringing. To turn the lamp off, retrieve your voic message or identify your missed call via the call log. 4 Soft Function keys Use the four pre-labelled soft keys with the Menu navigation or service keys when prompted to action, e.g. OK, CLEAR, SPACE, CANCEL. 5. Quit Key Used to return to normal phone status and cancel menu navigation. 6 Menu Navigation keys Use to scroll through the menu services that will appear on the Liquid Crystal Display (LCD) screen. 7 Volume Control bar Use to adjust the volume of the incoming call ring or 2 nd party speech volume. 8 Call Mute Key Use to prevent other parties from hearing you speak. When muted, lamp is on. 9 Headset key & lamp 10 Personal Directory key 11 Incoming & Outgoing Call Log keys Use to access the last 10 numbers for calls received and dialled. 12 Service key Used to access the menu. 13 Handsfree key Press when wishing to make and receive calls via the built in speakerphone. The lamp next to the icon will remain lit to indicate handsfree usage in operation. 14 Speaker 15 / 16 These keys are currently not used 17 Line & Feature keys IP Multimedia 11x0 Phones User Guide Page 3 of 8

4 2. Logging on / off your IP Phone Log on: Using the specific username and password provided to you by Virgin Media Business: Enter the username. Press OK Enter the password. Press OK. Log off: Press OK and YES. Press Service key or Menu soft key 3. Changing your password While a default password is supplied to you by Virgin Media Business, it is recommended that you change your password when initially configuring your IP Phone. To change your password: Press the Service key and scroll down using the bottom Menu Navigation key until you reach USER. Press OK Again using the Menu Navigation keys, scroll down the feature menu until you find PASSWORD. Press OK Enter your old password. Press OK Enter your new password. Press OK Re-enter password for verification. Press OK your password has been changed. 4. Making a call In addition to lifting the handset users can use the handsfree capability to place a call. To do this: Dial the number Lift the handset or press the Headset or Handsfree key To terminate the call, replace the handset or press the End Call key. Note: Users also may make calls using the Incoming / Outgoing Call Log keys. The last number can be redialled by pressing ## 5. Receiving a call In addition to the handset ringing, your message indicator lamp will flash* to notify you of an incoming call. To pick up the call: Lift the handset or press the flashing Line key To terminate the call, replace the handset or press End Call key. * Missed calls will also activate the indicator lamp. 6. Placing a call on hold Placing a received call on hold, allows users to transfer the call, answer another incoming call, or to conference in a third party. To place a call on hold: Press the Call Hold key Held party will hear music and the LCD indicator will flash beside the held line. To retrieve a held call, press the Line key beside the flashing indicator. IP Multimedia 11x0 Phones User Guide Page 4 of 8

5 7. Transferring a call Whilst active on a call, users can use the transfer feature to redirect the call to an appropriate person or department. Press the Transfer key (or the Xfr soft key on the 1110) Dial the number to where the call is to be transferred to When the number being called rings, press the Transfer key to transfer the party, or you can announce the call prior to hanging up. 8. Making a conference call Use the conference feature to set up a conference call for up to six parties. The number of parties the conference call feature supports will depend on your system configuration. To place a conference call: Whilst active on the first call, press the Conference Call key (or Conf soft key on the 1110). The current call will be automatically placed on hold Dial the number of the party you wish to add On answer, press the Conference Call key to establish the conference between the parties Repeat above steps to join any additional parties to the conference 9. Ring Again To terminate the conference call, simply press the End Call key, or replace the handset. Use the Ring Again feature to automatically notify you when a number you have called has become free: On hearing busy tone press the feature key labelled Ring Again. The icon will go solid to show the feature can be set for the number called. When the number becomes free the phone will buzz and the icon will flash. Lift the handset and press the Ring Again button. 10. Storing names in your directory Users can store up to 16 names and numbers in their IP Phone directory. Use the following steps to add a new name to their directory. On the 1110 use the DIRECTORY category under MENU: Press the Personal Directory Service key. Press OK Using the Menu Navigation keys, scroll down until you reach New Entry. Press OK To add the number, press OK. Then enter the number. Press OK. Using the Menu Navigation keys, scroll to SURNAME. Press OK Using the alphanumeric key pad and Menu Navigation keys, enter the surname. Press OK Using the Menu Navigation keys, scroll down to FIRST NAME. Press OK Enter the first name. Press OK. Scroll down to SAVE. Press OK. 11. Dialling names in your directory To dial a number from your directory: Press the Personal Directory Service key On the 1110 use the DIRECTORY category under MENU Using the Menu Navigation keys, scroll down to find the name and number to dial To dial the number, press OK. Press OK again Press the End Call key to terminate the call. IP Multimedia 11x0 Phones User Guide Page 5 of 8

6 12. Editing your directory To edit a number in your directory (On the 1110 use the DIRECTORY category under MENU): Press the Personal Directory key Using the Menu Navigation keys, scroll down to find the name and number to edit. Press OK Use the Menu Navigation keys again to scroll down to EDIT. Press OK You will be prompted to edit the NUMBER, SURNAME, FIRST NAME, and FEATURE KEY FORMAT. Press OK. 13. Setting auto login If there is a power failure, or the Local Area Network (LAN) connection goes off, the phone will be logged out. You can log back in manually (see section 2), or you can set auto login: Press the Service or Menu key. Using the Menu Navigation keys scroll down until you reach USER. Press OK Scroll down to AUTO LOGIN. Press OK Scroll to ENABLED. Press OK. Press the Quit key. 14. Using Autodial feature buttons You can programme and label any Autodial key: Press a spare Autodial key. Enter the phone number and press the key again. To label the key press MENU, FEATURE, select the key position, then select LABEL. To use Autodial, lift the handset, or press the line key, then press the Autodial button. 15. Call Forward options If you don t have the Multimedia PC client package (the client that supports Instant Messaging, Video etc) you will need to use FORWARD to divert calls when you are not available. Multimedia package users should use the ROUTES feature. There are three main types of call forward these are Immediate, On Busy and On No Answer. Call Forward Immediate has a labelled key (soft key on the 1110). Press the key and enter the destination as normally dialled e.g for voic . Press the key again to make the lamp go solid. To cancel the feature press the key again and the lamp will go out Call Forward on Busy does not have a feature key. When enabled any calls when you are busy will be redirected to your chosen destination. To programme this, lift the handset and dial *76 followed by the destination number, including a 9 if applicable. To cancel, lift the handset and dial #76 Wait for two short beeps as confirmation it is cancelled. Call Forward on No Answer (also known as Call Forward Don t Answer, or no reply) does not have a feature key. When enabled any calls that you don t answer will be redirected to your chosen destination. To programme this, lift the handset and dial *77 followed by the destination number e.g for voic . To cancel, lift the handset and dial #77 Wait for two short beeps as confirmation it is cancelled. 16. Leaving a message Without logging into your own mailbox, dial: (08451 IPMAIL), then enter the full phone number of your colleague. You can give this information to your caller so that they can leave a message without disturbing you. IP Multimedia 11x0 Phones User Guide Page 6 of 8

7 17. Setting up & accessing your voic To check mailbox from a Public Switched Telephone Network (PSTN) phone (e.g. mobile) Dial To check mailbox from an IP Multimedia phone Dial Authentication - Enter your phone number - Enter your secret code Tutorial help message (if first call) Configure your new secret code Record your welcome message Message information X number of new messages Y number of archived messages Z number of missed calls To delete this message, press 2 To listen again, press 3 To go to the previous message press 4 To go to the next message press 5 To transfer this message, press 6 Main menu To listen to saved messages, press 1 To modify welcome messages, press 2 To configure personal options, press 3 To record / forward voice message, press 4 For more mailbox information, press 0 Hang up to log out. Voic can also be accessed via the web portal: Unified Messaging (enhanced voic ) uses a centralised mailbox for voice messages. Messages can be delivered to your inbox, where they can be played, replied to, saved or deleted. It is also possible to use a web portal to play voic s, forward as s, or change mailbox settings by entering the following URL in your browser s address bar https://um.ipmultimedia.co.uk IP Multimedia 11x0 Phones User Guide Page 7 of 8

8 Dedicated Feature Keys The 1150 handset is designed for very high usage users and therefore has two headset ports rather than a handset and headset port. It will be used by Call Centre agents and supervisors, plus busy switchboard operators. Call Centre staff may also use phones such as the 1230 and 1140, In which case the specialised features will appear on the normal feature keys (as shown by 17 on page 3). The following shows the function of the six dedicated keys: Agent Keys: ACD In-Calls Not Ready Make Set Busy Call Supervisor Emergency Activity / Line of Business Feature Logging in an Agent Ensure Make Busy lamp is constant Press the ACD In-Calls key (you will hear a feature tone) Dial your 4 digit agent login number. The ACD In-Calls indicator and the Make Busy indicator go off and the Not Ready indicator turns on. When you are ready to accept ACD calls press the Not Ready key Using the Not Ready key Press the Not Ready key. The Not Ready indicator goes on. You will not receive any ACD calls, you can still receive calls on non ACD direct numbers on your phone (i.e. calls to your own number) To receive ACD calls, press the Not Ready key If you press the Not Ready key while you are on an ACD call, the call is disconnected. Logging out Press the Make Busy key If you press the Make Busy key while on an ACD call, you will be logged out when the call is released If Make Busy is flashing you can still receive direct calls (non ACD calls). If Make Busy is constant you will not receive any calls. Supervisor Keys: When being used for an ACD supervisor position, alternative key caps are provided. They can be arranged in any order. The key caps provided are: Answer agent Answer emergency Call Agent Observe Agent Activate interflow To find out more call or visit We ve worked hard to ensure that the information in this document is correct and fairly stated. We can t, however, accept liability for any error or omission. Our products and services are under continuous development, so the information published here may not be up to date. It s important that you check the current position with your local Virgin Media Business office. This document is not part of a contract or licence unless expressly agreed in writing. Virgin Media Business, Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP IP Multimedia 11x0 Phones User Guide Page 8 of 8

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