Phone System Guide Handout

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1 Phone System Guide Handout Union Institute & University September 2012 Rev 1 9/6/2012 1

2 Contents Union Institute & University... 1 Introduction... 4 Section 1 Phone System Voic Section 2 Phone Icons... 7 Abbreviations... 7 Section 3 Common Actions... 7 Answering Calls... 7 To Place a Call on Hold... 8 Placing External Calls... 8 Redialing External Numbers... 8 Transferring Calls... 8 Forwarding Calls... 8 Conference Calls... 9 How to Retrieve Voic Messages... 9 To Retrieve Your Messages from Outside the office: Using Do-Not Disturb Call Pick Up Ring Tones Call History Call Log Section 4 Programming the Buttons: How to Program Buttons (Speed Dial for internal calls) To change a programed button: To delete a programed buttons To Reset All Programmable Buttons Section 5 Hunt Group Button Hunt Group Tips Section 6 Configuration Assistant Forwarding (FWD) and Do Not Disturb (DND) Dynamic Extension This is an Advanced Feature Section 7 Other Features: Rev 1 9/6/2012 2

3 Storing Speed Dial for personal contacts Dialing Station Speed Dial Numbers Deleting Speed Dial Entries Reminder Messages Section 8 Best Practices Reset phone to default settings Hunt Groups Phone System Codes: Recommended Outgoing Messages Section 9 Advanced/Optional Features: Voic to Handoff Dynamic Extension Unified Communicator Advanced (UCA client on your computer): Phone System Initial Set-up Voic Rev 1 9/6/2012 3

4 Introduction This training will cover the features of the physical UI&U phone. It is intended to inform you of the available features of the phone and aid in our ability to provide the highest customer service when communicating with our students and co-workers. There are two aspects of UI&U s phone system, the physical phone and the UCA client. Basic information about using the Unified Communicator Advanced (UCA) client, which is the phone system features available from your computer, is available on the Help Desk tab of CampusWeb. This training will cover basic phone usage and features. It is divided into 9 sections: 1) Phone System Voic 2) Icons / Abbreviations 3) Common Actions 4) Programing Buttons 5) Hunt Groups 6) Configuration Assistant 7) Other Features 8) Best Practices 9) Advanced Options / Features Keep in mind there are multiple ways to accomplish the same task with the phone system. This guide outlines the most common methods. Rev 1 9/6/2012 4

5 Section 1 Phone System Voic There are three outgoing items you should have recorded: A primary greeting This is your everyday message with your name, title, etc. o The information in this recording should be similar to your signature. An alternate greeting This is typically used when you are out of the office. (e.g.: vacation) o You are encouraged to leave information for an alternate contact (e.g.: If you need immediate assistance, please contact XYZ.) Directory Name Outside callers can search the directory. Only record your first and last name. This is also played when you receive a message from an internal union phone announcing the message. o It is important to ensure your name is accurate. If you inherited a phone that someone had used prior, it may still have their name in the directory. Accessing your voice mailbox: 1. Dial Press the [*] Key 3. Enter your mail box number (this is your extension) 4. Enter your password / passcode and press #. How to record your name for the directory: Outside callers have an option to search a directory by spelling the name of who they are trying to reach. When they select a name, this is the recording they will hear. For the directory, you will only record your name. 1. Dial Press * 3. Enter mailbox number 4. Enter pass code number 5. Press # 6. Press 4 Personal Options 7. Press 2 for the directory 8. Listen and follow the prompts 9. After the tone, record your first and last name 10. Press[#] to stop recording 11. Press[1] to replay, press[3] to erase and re-record, press[#] to accept How to record your greetings: You can record a primary greeting, which is typically the everyday outgoing greeting. You can also record a secondary or alternate greeting. The last message accessed will be the outgoing message. 1. Dial Press * Rev 1 9/6/2012 5

6 3. Enter mailbox number 4. Enter pass code number 5. Press # 6. Press 4 Personal Options 7. Press [1] for personal greeting 8. Press [1] for primary greeting or press [2] for alternate greeting 9. After the tone, record your greeting 10. press [3] to stop recording 11. Press [1] to replay, press [3] to erase and re-record or press [#] to accept After completing this training, you are encouraged to check your outgoing messages for accuracy and clarity. The last message accessed will be the outgoing message. Anytime you record a message, use the handset, not the speaker feature or the headset. You will also want to speak a little slower than your normal pace. We have all had the experience of having to listen to a message multiple times just to identify the caller s name and number. Rev 1 9/6/2012 6

7 Section 2 Phone Icons Abbreviations DND = Do Not Disturb IC = Intercom = Internal Calls Call Key Buttons = Outside lines HntGp = Puts you in and out of a hunt group Section 3 Common Actions Answering Calls When you receive a call from an internal (on site) extension, the IC or intercom line will illuminate. If you receive a call from an external line, one of the Call Key lights will illuminate. Calls that come in on the intercom (IC) are internal. External calls are assigned to the Call Key buttons. A) Lift the handset B) Press the Speaker button for hands free mode Rev 1 9/6/2012 7

8 To Place a Call on Hold To Place a Call on Hold and answer another incoming call: Press the Hold button to place the caller you are speaking to on hold. Press the IC or Call Key Button (whichever is illuminated) to answer the incoming call. To make another call, with the first call on hold, dial the desired number to make another call. To return to the call on hold press the hold button or the Call Key or IC button. Placing External Calls A) Lift hand set - dial 9 (or the number for an outside line according to your location) for external enter number OR B) Press Outgoing button OR C) Press an unlit Call Key button Redialing External Numbers Press the Redial button. Note: This only works for external numbers and it will redial the last number entered. Transferring Calls While on the call press the transfer button and enter the desired extension. A) Hang up to transfer the call. (This is a cold transfer). OR B) Wait for an answer, announce caller and hang up. (This is a warm transfer). OR C) If extension is unavailable, press the flashing IC or Call Key Button to return to the caller. Note: When answering a transferred call, the line will ring and you must press the lit button indicating the incoming call to answer. If the number the call is being transferred to does not have voic set up; the call will bounce back to the original number. You are encouraged to utilize the warm transfer method whenever possible. Forwarding Calls 1) Press the forward button. This is on the display screen. 2) Enter Forward Destination Rev 1 9/6/2012 8

9 A) Enter Extension Number (Only if you will be available to answer at that extension). B) Press Outgoing button and enter number The forward light will illuminate and where the phone is being forwarded to will be displayed at the top of the screen. Note: If you forward to another internal extension the call will NEVER go to voic . The caller does not know the number they called has been forwarded. Anytime you forward a phone, you are encouraged to test this feature to ensure it is functioning properly. Note: Only available on the 5340 phones, you have the option to select from the following when forwarding calls: All (All calls will be forwarded and your line will not ring). No Answer (Your line will ring; if you do not answer the call will be forwarded). No Answer/Busy (Your line will ring, if you do not answer the caller will get a busy signal) Busy (You line will not ring and the caller will get a busy signal). Conference Calls Call the first person. Press the Conference button. (This places the first person on hold.) Call Next Party (CNF appears on the display screen.) After the person answers, press the Conference button. (This places the second call on hold.) Repeat to add more people to the conference. Press the Conference button again to start the conference. (CNF IN PROGRESS appears on the display screen.) You may have a total of four parties including yourself on a conference. Note: If you call too many lines, the phone system will not let you pull the conference together. To summarize, once you have the final party on the line, you will press the conference button twice. Many employees use HiDef for conferencing. However, it is important to note there is a charge associated with using this vendor. If you do not need to have a call recorded and the conference is with less than or equal to four parties you should use the Mitel phone, as a cost savings measure. How to Retrieve Voic Messages The Message or envelope button will illuminate when you have a message. A) Pick up handset and press the Message (Envelope) button Rev 1 9/6/2012 9

10 OR B) Press the Message button OR C) Press the V-MAIL button Enter your pass code and pound. Note: This does not access your outgoing message. The code to access the outgoing message is 275* (The system will ask you to enter your mailbox number, passcode #.) To Retrieve Your Messages from Outside the office: Dial: Or Press * Enter your extension. Enter your password. Press #. Note: You also have the option to send all your voic s to your account. If you do not already have this set up, contact the Help Desk to enable this feature. Using Do-Not Disturb To turn on DND press the button twice. When the DND button is lit, your phone is in Do Not Disturb. Note: The first time you press the button, the system will give you options to scroll thru. But we do not use this feature, so when you press the button the second time you are sending the calls to voice mail. In DND All calls go to voice mail. Call Pick Up You can place a call on hold on one line and go to another phone and retrieve the call from hold. Once the call is on hold, at the new extension, dial 4 and the extension where the call is on hold. This may also be used to Pick Up a call coming in on another line. For example, if you share a work area and your co-worker has left their desk and forgot to turn on DND and their phone rings, you can answer the call from your phone by pressing 4 and the extension the call is coming in on. Ring Tones To change your ring tone, press 398. Then scroll through the tone options using the arrow buttons. Rev 1 9/6/

11 After determining which ring you prefer, just wait 15 seconds and the phone will play back the tone indicating the one selected. Call History To view call history: Press the applications button Select Call History Select from Missed Answered All After viewing call history you can select the delete button to clear the calls. (Press Delete twice) Click Close when you are finished. Call Log The call log stores recent missed, received, and dialed calls. To view the call log: A) Dial 333 Or B) Press the LOGS menu button Select: 1 or the Misses Calls button 2 or the Received Calls button 3 or the Dialed Calls button 4 or the Clear Logs button 0 or the Delete button Display will show party s name and number The Applications and Call Logs buttons give you the same information. However, most users prefer the visual of information provided by the Applications button. Section 4 Programming the Buttons: The phone has three pages of buttons. The first page includes the standard system buttons, so do not try to change any of these. Rev 1 9/6/

12 Pressing the right arrow button at the bottom of the page will take you to pages two and three. You may program any buttons you would like on these pages. How to Program Buttons (Speed Dial for internal calls) To program a button: Press 397 Press the button you want programmed Dial the extension you want to appear. This will make the extension and name of the person you program appear on that button. Once buttons are programed, the light for the programmed button will indicate the following: If the programed button is not lit, then that phone is not in use. If it is solid, then it is busy or off the hook. If it is blinking slowly, the phone is on DND (do not disturb). If it blinks quickly, it is ringing. To change a programed button: Press 397 Press the button you want re-programmed Dial the extension you want to appear. To delete a programed buttons Press 397 Press the programed button to be deleted Press the hold button multiple times to backspace and delete the number Press # To Reset All Programmable Buttons (Except those assigned by the administrator) With the handset on the hook, dial 395. Section 5 Hunt Group Button (HntGp) - When this button is lit you are not in the hunt group (e.g.: you will not receive hunt group calls). When it is not lit you are in the group and will receive calls. Hunt Groups A hunt group is a group of internal parties who share a common extension number. Calls to the hunt group number are routed in an order specified in the system. Entering and exiting the hunt group is accomplished by having the HntGp button lit (you are out of / not receiving calls) or unlit (you are in the group and receiving calls). Rev 1 9/6/

13 Hunt groups are also set up with a total time a caller will be in a hunt group prior to the call going to voice mail. Benefits of Hunt Groups - With the push of one button you can easily be in or out of the Hnt Gp. It provides timelier service to callers and a single contact number. Hunt Group Tips If you need to forward your phone, you MUST remove yourself from the hunt group. When you are away from your desk: A) Take yourself out of the hunt group OR B) Turn on DND The following scenarios may help you better understand how a hunt group works: For example, in IT the hunt group could be set up to send incoming calls to the Help Desk to: Bill first, Daniel second, Jeff third, Elizabeth fourth, and Mary fifth. Scenario 1: If Bill is on a call, the next incoming call would go to Daniel s phone, if Daniel, has the HntGp button lit meaning he is out of the group, the call would then go to Jeff. What happens when you forget to remove yourself from the Hnt Gp? If Bill gets called to the library, and forgets to remove himself from the hunt group, the incoming call will ring on his line for a number of times until it goes to Daniels line, this results in the caller waiting longer for their call to be answered. Hunt groups are also set up with a total time a caller will be in a hunt group prior to the call going to voice mail. Scenario 2: If Bill gets called to the library, and forgets to remove himself from the hunt group, the incoming call will ring on his line for a number of times until it goes to Daniels line, if Daniel is on the phone with someone, it will ring on Jeff s line, and if Jeff doesn t answer the call will go to voice mail. This is because the Help desk has a total time a caller is in the hunt group set to 24 seconds. Each line rings for 12 seconds. In the above scenario, the caller rang on Bills line for 12 seconds, Daniels line was skipped as he was already on the phone, then it rang for 12seconds on Jeff s line and the call reach 24 seconds Rev 1 9/6/

14 so was sent to voic . Elizabeth and Mary are ready to receive help desk calls, but the call never reached them. Tips: Even if you are diverting Hunt Group calls, you can still receive calls made to your direct extension. If you are accepting Hunt Group calls, but your turn on DND, you will not receive any calls from either the hunt group or to your direct line. Section 6 Configuration Assistant Forwarding (FWD) and Do Not Disturb (DND) This is for the physical phone, when you want to enable to disable features from outside the office. The configuration Assistant will allow you to remotely send your work calls to DND or Forward your work calls to another number (when you are off site). Reminder: Never forward an internal extension to another internal extension unless it is actively being answered, as it will never go to voice mail if it is not answered. The number is: You will need to enter the appropriate number for your location: (The system plays a recording of the following options). 1 Cincinnati 2 Montpelier 3 Marlboro 4 Brattleboro 5 Florida 6 Los Angles 7 Sacramento The system will ask for your extension and pass code, then enter pound. The default pass code is your extension. If the system does not accept the default pass code, please contact the Help Desk to have it reset. Dynamic Extension This is an Advanced Feature You may or may not have an option to access dynamic extension; this must be set up by IT. However, all users will have the DND and FWD options. Press 1 for Dynamic Extension Options 1 enables Dynamic extension Rev 1 9/6/

15 When the dynamic extension is enabled, outside calls will be sent to the number in the system. When a call is received you will get a voice prompt to accept the call or send it to Union s voice mail system. 3 change mobile number Press 2 for DND options Press 3 for FWD options If you select the DND option the system will let you know the status of DND (if it is enabled or disabled). If will give you options to change the status. If you select FWD options you can select from the following: 1 Internal extension (If you select this option, and the call is not answered, it does not get sent to the other extension s voic . The phone will continue to ring.). 2 Outside number (enter number and #). Note you do not have to dial 9. 3 Voic * Main menu The forward options can be turned off by calling the Configuration Assistant or from your phone on site. Rev 1 9/6/

16 Section 7 Other Features: Storing Speed Dial for personal contacts To program Speed Dial: (10 numbers allowed) With the handset on the hook, dial 383. Use the arrows to scroll thru the bin 0-9. (Select 0 to program the first available slot). Press #. (This selects the slot) Enter the name of the contact. (By pressing the number on the key pad the appropriate number of times to correspond to the letter desired. The letters will appear on the screen.) Press # to accept. (This saves the name). Enter the number (use 9 prior to the number for an external line). Press # to accept. Dialing Station Speed Dial Numbers Dial 382 and enter the station speed dial bin (0 to 9) or use the arrow keys to scroll thru saved numbers. Deleting Speed Dial Entries With the handset on hook, dial 383. Use the arrow keys to scroll through the speed dial bins. Press # to select the desired bin. Press the hold key (as many times as necessary) to delete the letters of the name. Press # to accept, then the number will be displayed. Press the hold key again to delete each digit of the number. Press # to accept. Reminder Messages You can use this feature to alert you at a selected time up to 24 hours in advance. You will receive eight short tones and the message selected will be displayed. To set a reminder: Place handset off hook. Dial 305 select message numbers. Enter # Enter the time you wish to receive the message in hours and minutes Use 12 hour format 1 for AM; 2 for PM Enter # To Cancel Reminder Messages: Handset on hook Dial 306 Rev 1 9/6/

17 To Clear a Received Reminder Message With the handset on hook press * Although it is typical to use Outlook for reminders, this feature is available and maybe used if you have already shut down your computer for the day. Section 8 Best Practices Reset phone to default settings If you phone system is not responding as anticipated, you can reset it to the default settings using feature code 394. When recording a message, always use the handset not the speaker. Speak slowly and clearly. Your outgoing primary message should give the caller the following information: Name Title Dept. Office hours For the directory, only record your full name. The last message accessed will be the outgoing message. Rev 1 9/6/

18 ONLY forward your phone to anther internal extension if that line is actively being answered. Hunt Groups When you are away from your desk put your phone on DND (light on). Never forward your phone if you are in a Hunt Group. Phone System Codes: Access to your outgoing VM 275 * To program buttons 397 To program/delete speed dial 383 To dial speed dial numbers/ 382 To change ring tones 398 Set reminders 305 To delete reminders /clear 306 / * To retrieve messages or change your outgoing message from outside UI&U: * - ext. when you hear your message press * - ext. - pw - # Configuration Assistant (to change phone settings e.g.: DND / FWD): Rev 1 9/6/

19 Recommended Outgoing Messages In the interest of improving customer service and efficiency, we offer this training sheet to assist you in recording your outgoing messages. We trust that all UI&U employees represent the university courteously and with professionalism. Please call the Help Desk (x1137) with any questions or problems. Directory: Record your first and last name in the directory with your own voice. Say just your First name and Last name. Do not include your department or ext. #. (Example: Janet Day) Primary Greeting: Alternate Greeting: Record your primary greeting in your own voice. Minimum requirements are to include your name and extension #. However, ideally you will want to include information similar to your signature. One example: You have reached the voic for my name at ext. my ext. Please leave your name, phone number and message after the tone and I will return your call as soon as possible. For immediate assistance, press [dept hunt group] or [specific person]. When out of the office, record and activate your alternate greeting (separate from your primary greeting). Minimum requirements are to include your name, extension and date you plan to return. One example: You have reached the voic for my name at ext. my ext. This message is for specific dates. I m out of the office and plan to return on date. Please leave your name, phone number and message after the tone and I will return your call as soon as possible. If you would like to speak with someone else, press [dept. hunt group] or [specific person]. Remember to switch it back to primary greeting when you return. As a friendly reminder, if you call someone else who has returned from out of the office and their alternate greeting is still active, please remind them to activate their primary greeting. Rev 1 9/6/

20 Appendix Section 9 Advanced/Optional Features: All of the following features require you to contact the Help Desk to enable these features. Voic to Send all your voic s to your account. Handoff Handoff allows you to transfer a call from your office phone to a cell phone or cell phone to office phone by pressing a button on your office phone. First contact the help desk to set up in the phone number in the system. This is the number where you will handoff a call to. Answer the call on your UI&U phone. Press the handoff button. The number you have set up in the system will ring (e.g.: your cell). Answer the call and press # to accept the call. You can handoff back to your UI&U line by pressing the handoff button again. Dynamic Extension Dynamic Extension allows you to set calls to your office phone to also ring your cell phone by pressing a button on your office phone or remotely. Unified Communicator Advanced (UCA client on your computer): The UCA client gives you a visual look into the phone system and control over your phone via your computer. To log in to the UCA client, enter your Union ID#. The initial password is PASSWORD. We recommend you select the option to remember your password and start when Windows starts. Phone System Initial Set-up Voic Activating your voice mailbox for the first time: 5. Press the V/MAIL Key (the button with the envelope icon) or dial Press the [*] Key 7. Enter your mail box number (this is your extension) 8. Enter your password / passcode and press #. (The default password is your extension). If this does not work, call the help desk to have the password re-set. Rev 1 9/6/

21 If you are prompted to set up a new password: 1. Listen to the recording and follow the prompts 2. Enter your new password (this is a numeric password up to 12 digits) 3. Press the [#] key 4. Listen for your password to be repeated 5. Press [3] to erase and re-enter a password or press [#] to accept How to record your name for the directory: Outside callers have an option to search a directory by spelling the name of who they are trying to reach. When they select a name, this is the recording they will hear. For the directory, you will only record your name. 1. Dial Press * 3. Enter mailbox number 4. Enter pass code number 5. Press # 6. Press 4 Personal Options 7. Press 2 for the directory 8. Listen and follow the prompts 9. After the tone, record your first and last name 10. Press[#] to stop recording 11. Press[1] to replay, press[3] to erase and re-record, press[#] to accept How to record your greetings: You can record a primary greeting, which is typically the everyday outgoing greeting. You can also record a secondary greeting. The last message accessed will be the outgoing message. 12. Dial Press * 14. Enter mailbox number 15. Enter pass code number 16. Press # 17. Press 4 Personal Options 18. Press [1] for personal greeting 19. Press [1] for primary greeting or press [2] for alternate greeting 20. After the tone, record your greeting 21. press [3] to stop recording 22. Press [1] to replay, press [3] to erase and re-record or press [#] to accept Rev 1 9/6/

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