Getting Started: CISCO IP Telephony Introduction

Transcription

1 Getting Started: CISCO IP Telephony Introduction

2 Table of Contents Contents Cisco 7961/7962 IP Phone...3 Cisco 7975 IP Phone...3 Cisco 7911 IP Phone...3 Cisco 7975/7962/7961 Phone Feature...1 Cisco 7911 Phone Features...2 Line Appearance Functionality Part1...4 Placing a Call...4 Redialing a Call...4 Personal Line Appearances:...4 Department Lines...4 Standard Phone Configuration Change Paging to intercom...5 Using a Shared Line...5 Speed Dials...5 Paging at Richfield...5 Intercom Feature...6 SoftKey Functionality Part Softkeys...7 Putting a Call on Hold...8 Call Park/Call Pickup...8 Transferring a Call to a Different Number or Extension...8 Transferring a Call Directly into Voic ...9 Forwarding All Calls to Another Number...9 idivert...9 Do Not Disturb (DND)...10 Standard Conference Call...10 Directories Services Settings Messages Button Part Directories...10 Dialing from Call Log...10 Dial from City Directory...11 Cisco IP Phone Services P a g e

3 Extension Mobility...12 Settings Button...12 Messages button...12 Using the Mute Button on a Call...13 How to Use Cisco s Unity Voic System Part Getting Started: Enroll as a Subscriber...14 Manually Changing Voic Passwords (Department or Personal Voic s)...14 New Message Arrival...15 Retrieving Voic Message from Another Phone (Internal or External)...15 Setting Alternate Greeting with expiration date...16 Message Play Back Options Table...17 How to Customize Your Phone through the Web...18 Accessing the Website to Customize Your Phone...18 Device Configuration...18 Speed Dials...18 Abbreviated Dials...19 Using Abbreviated Dials...19 Change Your Password...19 Change Pin Number...20 Directory P a g e

4 Cisco 7961/7962 IP Phone (A) (B) (C) Cisco 7911 IP Phone (D) (E) (F) (G) (H) (I) (J) (K) (L) (M) (N) Cisco 7975 IP Phone 3 P a g e

5 Cisco 7975/7962/7961 Phone Feature A. Handset Light Strip Indicates an incoming call or new voice message B. LCD Screen The LCD screen provides information programmed to the phone. Information changes depending on the state of the phone and whether it is in use or idle. The Cisco 7975 Color Screen phones are touchscreen enabled. C. Programmable Buttons Depending on configuration, programmable buttons provide access to: Phone lines (programmable button) Speed-dial numbers The buttons illuminate to indicate status of the phone line: o Green, steady Active call o Green, flashing Call is on hold o Amber, Steady Privacy in use o Amber, flashing Incoming call o Red, steady Remote line in use (shared line) D. Footstand Button The Footstand button allows for the angle of the phone base to be adjusted. Press the Footstand button to tilt the base back or forward. E. Softkeys Each softkey displays a function. To activate a softkey, press the softkey button. To view additional functions when on an active call (handset off-hook) press the More softkey located in the lower right hand side of the display. F. Navigation Button The Navigation button allows you to scroll through menus and highlight items. Pressing the Navigation Button when handset is on-hook displays the phone numbers you have called. This is also known as your Placed Calls log. G. Message Button Auto-dials your inbox on the Cisco Unity Voic System. 1 P a g e

6 H. Directories Button Opens/Closes the Directories menu. Used to access call logs and directories. The following call logs and directories are available: o Missed Calls o Received Calls o Placed Calls o Richfield City Directory I. Settings Button Opens/Closes the settings menu. Use it to control phone screen contrast and ring sounds. J. Service Button Where Extended Mobility login and Call Center login is located at. K. Volume Button Controls the handset, headset, speakerphone, and ring volume. When phone is off-hook the functions that are controlled by the Volume button are the handset, headset, and speakerphone. When the phone is on-hook the Volume button controls ring volume. L. Headset Button Turns the headset on or off. The headset is on when the Headset button is lit. M. Mute Button Turns the mute feature on or off. Mute feature is on when the Mute button is lit. N. Speaker Button Turns the speakerphone on or off. Speakerphone is on when Speaker button is lit. O. Display Button (Only Applies to Cisco 7975 IP Phones) Awakens the touchscreen from sleep mode or disables it for cleaning. o No color Ready for input o Green Flashing Disabled o Green Steady Sleep mode Cisco 7911 Phone Features A. Handset with Message indicator light Indicates an incoming call or new voice message B. Volume Button 2 P a g e

7 Controls the handset, headset, speakerphone, and ring volume. When phone is off-hook the functions that are controlled by the Volume button are the handset, headset, and speakerphone. When the phone is on-hook the Volume button controls ring volume. C. LCD Screen The LCD screen provides information to the phone. Information changes depending on the state of the phone and whether it is in use or idle. D. Softkey Each softkey displays a function. To activate a softkey, press the softkey button. To view additional functions, take handset off-hook, and press the More softkey located in the lower right hand side of the display. E. Navigation Button The Navigation button allows you to scroll through menus and highlight items. Pressing the Navigation Button when handset is on-hook displays the phone numbers you have called. This is also known as your Placed Calls log. F. Hold Button This button allows a user to place the current call on hold and retrieve a call in order to resume the conversation. G. Menu Button This button allows access to the phones features, functions and settings such as the directories, contacts, etc 3 P a g e

8 Line Appearance Functionality Part1 Placing a Call There are two options to place a call. 1. Pick up handset, and enter in a number. Dialing 9 first is recommended. Note: If you dial the phone in this manner you have 4 seconds to enter in all numbers otherwise you will receive a message from the system saying, your call can not be completed as dialed. 2. With handset on hook, Enter in the number and then pick up the handset. Calling an extension also works the same way, enter extension and pickup the handset. Dialing 9 first is recommended Note: This is the recommended way to dial external 10 and 7 digit numbers. Redialing a Call Press softkey labeled Redial. Personal Line Appearances: All personal lines will be located as line 1. This line will have the ability to handle two calls at the same time. Example: If you have an active call on line one and a second call comes in press the softkey labeled Answer. By pressing the softkey labeled answer the first call is automatically placed on hold. Use the navigation key to switch between calls and press the softkey labeled resume. The previous call will go on hold automatically. Department Lines There are two line appearances for all department and overflow lines. Any department lines used for a call center will only be assigned one line appearance. Call centers go beyond the scope of this training manual and are discussed on a separate training session. When calls come into the department lines you will press the programmable button to answer the incoming call. If a second call needs to be answered press the answer softkey or the flashing programmable button. By doing this the first call on line one will go on hold automatically. To toggle between the two calls press the programmable button you want to switch to. Note: If a single call is on hold, the Programmable button will flash. Press the Programmable button to retrieve the call. 4 P a g e

9 Standard Phone Configuration Change Paging to intercom Figure 1 Using a Shared Line A Shared Line is when two or more phones share the same number. When a call comes into the shared line, all the phones setup with the line will ring or flash depending on the phone s configuration. Any one sharing this line can pick up the call. When the call is picked up the Programmable button will illuminate in red for all other phones, but the phone handling the call will be illuminated in green. The call can be placed on Hold and any one sharing this line can pick up the call from Hold status by pressing the softkey labeled Resume. The Programmable button will flash green when a call is placed on Hold. Speed Dials Will be configured based on request Paging at Richfield Paging is an item that is still being configured and there are no specifics on this configuration at this time. 5 P a g e

10 Intercom Feature The intercom feature gives you the ability to Intercom a selected extension. When an Intercom call is made the system opens up a one-way audio connection. The phone initiating the Intercom call has the handset microphone turn on automatically. The phone receiving the Intercom call has the speaker phone turn on automatically. This is illustrated on the phone when both programmable buttons are illuminated in an amber color. The phone receiving the Intercom call can enable two-way audio by pressing the programmable button labeled Intercom. The programmable buttons will then illuminate from amber to green when two-way audio is established. Initiating an Intercom call: 1. Press the Intercom button 2. Dial the target Intercom number (This is the extension of that person who is to receive the intercom call). There are two ways to initiate an Intercom call Press Intercom programmable button and enter extension Or Enter in the extension and press the Intercom programmable button 3. The microphone on the initiating phone will turn on automatically. Once call is connected the speaker on the receiving phone will also turn on automatically (referred to as auto answering). 4. One way audio occurs and this is indicated by the programmable button illuminating in an amber color 5. If the receiver of the Intercom call would like to talk back to the initiator of the Intercom call, the receiver can press the Intercom programmable button to initiate two-way communication. 6. Two-way communication is indicated by the programmable button illuminating in a green color. Note: You will hear a beep coming from the phone if an Intercom call is being made to your Intercom extension. (Same as your personal extension) 6 P a g e

11 SoftKey Functionality Part 2 Softkeys Each button activates a softkey option located on the LCD screen. The options change depending on whether the phone is on an active call or not. By default when the phone is in a none-active state the softkey labels that are displayed are Redial, New Call, CFwdALL, and DND. The Cisco IP Telephone has different layers of labels for the different functions which are activated via the softkeys. To get to additional layers of labels press the More softkey. Figure 2 provides the most common states of the Cisco IP Phone. None-active State - Layer 1 Incoming Call Layer 1 Active State Layer 1 Active State Layer 2 Active State Layer 3 Figure 2 First Layer Labels State of phone Softkey Label Function Not on an active Call Redial Redials last call made from that phone Not on an active Call New Call Opens primary line appearance to place a call Not on an active Call CFwdALL Forwards all calls to different number or voic Not on an active Call DND Places phone in a do not disturb mode turning off ringer Active Call Transfer Initiates a transfer Active Call Hold Places an active call on Hold Active Call Resume Take a call out of Hold status Active Call More Change softkey to second layer of softkey labels Second Layer Labels Need to press the softkey labeled More Active Call Park Parks call on number range Active Call idivert Diverts call to primary lines voic Active Call Confrn Initiates Conference Call Active Call More Change softkey to second layer of softkey labels 7 P a g e

12 Third Layer Labels Need to press the softkey labeled More Active Call Conf List Listing of all callers on conference call Putting a Call on Hold If you would like to place a call on hold, press the softkey labeled Hold. To return to the call either press the softkey labeled Resume or press the line (programmable button) that the call is on. Engaging the Hold feature typically generates music. Note: When a call is on hold, the line (programmable button) will be Flashing Green. If a personal line is being placed on hold, the hold status is represented on the LCD screen with a flashing pause icon. Call Park/Call Pickup A caller can be placed on park for another person within the City of Richfield to pickup. The procedure for this is to press the softkey labeled Park. Richfield has a range of numbers 9000 to 9015 that a call can be parked on. This range is reserved for all the City of Richfield Departments. The call is then placed on the first Call Park Number that is available. When a call is placed on park the phones LCD screen will display the number where it was parked on. The call will stay displayed on the screen for 2 minutes. If the call is not picked up in 2 minutes 30 seconds, the call will ring back. If the call is placed on park by a department number and the call rings back, all department lines will ring. Example: If John Doe has a call, press the softkey labeled Park, if no one else is parked, the call will be placed on John can be paged to pick up call at John can potentially go to any phone within the City of Richfield and dial By doing this the call is then redirected to the phone John is dialing from. To park a call, do the following 1. On an active call press the More softkey. 2. Select the Park softkey 3. Caller is assigned a number between 8900 thru 8915 To pick up a parked call, do the following 1. On any Cisco phone within the City of Richfield dial the number assigned to the caller who is parked 2. The system will then reroute the call to that phone Transferring a Call to a Different Number or Extension Transferring redirects a connected call to a target number or extension by performing the following, 1. From an active call, press the softkey labeled Transfer. The call will be placed in a hold state. 8 P a g e

13 2. Enter the target number, extension, or speed dial (speed dial if speed dials are programmed) 3. Press the Transfer softkey again to complete the transfer. If you want to pull the call back from transfer status press the Resume softkey. Transferring a Call Directly into Voic If caller requests to be transferred to a person's voic perform the following, 1. Select the Transfer softkey 2. Enter * (Star), plus the 4 digit extension 3. Press the Transfer softkey again Forwarding All Calls to Another Number You can use the Forward All Calls function to redirect incoming calls from the primary line to another number. Forward all calls to another number from your primary line 1. Press the CFwdALL softkey and enter a target phone number. If this is an outside number be sure to place a 9 in front of the number. 2. You will know that all calls are being forwarded by the animated arrow by your primary line. 3. To cancel the call forwarding option, press the CFwdALL softkey and you will notice that the animated arrow by your primary line is no longer there. Forward all calls to your voic 1. Press the CFwdALL softkey and then press your Message button. 2. You will see the animated arrow by your primary line which indicates that all your calls are being forwarded. 3. To cancel the call forwarding option, press the CFwdALL softkey and you will notice that the animated arrow by your primary line is no longer there. idivert idivert is a function on the phone system that will automatically divert an incoming call directly to the primary line's voic . idivert is one of the softkey selections on your phone and it will appear depending on the state of your phone. idivert most commonly displays when an incoming call is 9 P a g e

14 ringing your phone and it will also display when you are on a current call. Any time that idivert is display the call can be place directly into the primary line's voic . Do Not Disturb (DND) The Do Not Disturb (DND) softkey disables all alerts on the phone for all lines. Note: Intercom and high-priority call such as calls from a Call Center will over ride DND. Standard Conference Call A standard (ad hoc) conference call allows at least three people or more to participate in a single call Creating a conference call by participants 1. From a connected call, press the softkey labeled Confrn, to get to Confrn press the softkey labeled More 2. Enter the participant s phone number 3. Wait for the call to connect 4. Press Confrn again to add the participant to your call 5. Repeat to add additional Participants Note: A maximum of 8 participants can be on a conference call at once. A conference call can only maintain as long as at least one Richfield Cisco IP phone is on that call. View a list of conference participants 1. Highlight an active conference 2. Press ConfList Directories Services Settings Messages Button Part 3 Directories The directories button on the Cisco 7975/7962/7961/7911 phones has four different types of directories that are active on the new phone system. The directories listed are Missed Calls, Received Calls, Placed Calls, and City Directory. Dialing from Call Log Choose the Directories button to view call logs and directories. To dial from a call log, choose the Directory button and select from the following list; Missed Calls, Placed Calls, or Received Calls. Missed Calls 10 P a g e

15 1. Press the Directories button on your phone 2. Missed Calls logs are listed first. 3. Pick up the hand set or press the softkey labeled Dial to call number. Received Calls 1. Press the Directories button on your phone 2. Navigate to the Received Calls logs by using the Navigation button on your phone. 3. Pick up the hand set or press the softkey labeled Dial to call number. Placed Calls 1. Press the Directories button on your phone 2. Navigate to the Placed Calls logs by using the Navigation button on your phone. 3. Navigate to the call you would like to call back, pickup the hand set to dial the number or press the softkey labeled Dial. Dial from City Directory City Directory is a list of all the contacts. 1. Press the Directories button and use the Navigation button to scroll to the City Directory. 2. Highlight the City Directory and use the softkey labeled Select to view the directory search screen. 3. Two options to search: Using your keypad, enter in the person s name you are searching for. Press the softkey labeled Search. Highlight the person s Name and press the softkey labeled Dial to call your selection. or Do not enter anything in the search screen, press the softkey labeled Search. Scroll through the listings until the person you want to call is located. Press the softkey labeled Dial to call your selection. Cisco IP Phone Services The Cisco IP Telephone services button has applications that are used on the new phone system. Currently the only services offered at this time are Extension Mobility, CallForwarder and One Button Login (Used for Call Center). 11 P a g e

16 Extension Mobility Extension Mobility allows anyone within the City of Richfield to log onto a phone. By logging into a phone using Extension Mobility all of your own personal lines appearances will load on that phone. Note: The intercom feature is not functional on a mobility profile that is already assigned to a phone. Therefore, the intercom line appearance is not displayed on the extension mobility profile when logged into. To log into your Extension Mobility account do the following. Logging into Mobility 1. Press the Services button on phone 2. Navigate to Extension Mobility 3. Press the Select softkey 4. Enter in your UserID and PIN number (assigned) 5. Phone will reboot and load your mobility profile Logging out of Mobility 1. Press the Services button on phone 2. Navigate to Extension Mobility 3. Press the Select softkey 4. Click on the softkey labeled Yes to logout. Settings Button The setting button contains information about the Cisco 7975/7962/7961 IP Phones. There are 5 different menu settings on this button. User Preferences is the only function that is unlocked on the phone system. The other functions are informational and cannot be changed. These other menus contain configurations of the phone, model information of the phone, status message of potential problems occurring, and security configurations. The settings that are locked have been configured on the backend of the Cisco Call Manager, which is the main system. Messages button Voic is talked about in more detail in the next section. The Messages button on the Cisco 7975/7962/7961 phones are programmed to call the voic box of the primary line of the phone. If there are other line appearances such as a shared department line or overflow line, you could press these lines where the flashing voic notification envelop is flashing and then press the Messages button. The system would then connect you with the voic of the line appearance. 12 P a g e

17 Using the Mute Button on a Call To activate the Mute feature on your phone press the Mute button, the button will light up red when enabled. With Mute enabled, you can hear the other parties on a call but they cannot hear you. You can use Mute in conjunction with the handset, speakerphone, or a headset. 13 P a g e

18 How to Use Cisco s Unity Voic System Part 4 Getting Started: Enroll as a Subscriber When you first log into Unity Voic System, you will have to enroll as a subscriber. To begin, press the Message button from your Cisco IP Phone. The first-time enrollment voice assistant will step you through configuring your voic box. You will be asked for a User ID, this is your extension. Then you will be asked for your password, this is You will be prompted to change your password. It must be at least 4 digits and must not be four consecutive digits, like There are four questions that will need to be answered to initialize your voic box: 1. Once in the Unity Voic System, you will be prompted to Record Your Name. 2. You will then be asked to Record your Greeting, which outside callers will hear when getting your voic recording. 3. You will then be asked to Change your Pin. Note: Your pin needs to be a minimum of 4 numbers. 4. You will be asked if you would like to change your status in Directory Assistance, please keep the default settings by press # Once you have completed all four steps of the initialization process the system will tell you that you have finished enrollment Manually Changing Voic Passwords (Department or Personal Voic s) The first-time enrollment voice assistant has been turned off for all Department and overflow lines with voic s. The recommendation is to change that password manually. In order to do this, press the department line appearance button on the phone. Enter in the temporary password Once in the voic , 1. Press 4 setup options 2. Press 3 personal settings 3. Press 1 to press password 4. Enter in the new password and press the # key (password has to be at least 4 digits, and cannot be consecutive digits, like 0000). Enter new password again press the # key. 5. Password has been changed. 14 P a g e

19 New Message Arrival There are 3 ways that you will know when you have a new voic arrive. When a new message is waiting the Handset Light Strip on your phone will turn on. Another indication that a message is waiting, you will see an envelope icon that will blink next to your extension. If a voic is left on a department line or an overflow line only the envelope icon will blink next the department extension or overflow extension. Figure 3.1 Figure The Handset Light Strip will turn on your phone s handset. Note: The Message light Indicator of the handset will only turn on for the extension that is configured as the primary line. See figure An iconic flashing envelope will be next to the extension with a voic . See figure You will receive a Unified message from the voic system. See Figure 3.3 Figure 3.3 Retrieving Voic Message from Another Phone (Internal or External) To check a message from another phone, call the Unity Voic system. Internally the phone number is Once the Unity Voic system greeting begins to play press the Star Key ( * ). Then enter your Voic box ID (this is either your extension or voic box number), press the pound key ( # ). Enter in your pin followed by the pound key ( # ). The User ID is your extension and pin is your voic password. From outside the City of Richfield, the number is (612) Once the Unity Voic system greeting begins to play press the Star Key ( * ). Then enter your Voic box ID (this 15 P a g e

20 is either your extension or voic box number), press the pound key ( # ). Enter in your password followed by the pound key ( # ). The User ID is your extension and password is your voic password. Replying to a Voic Message From the phone 1. After listening to the message, press 4 2. Record your reply message 3. Press the # key to send the message Forward a Voic Message From phone 1. After listening to the message, press 5 2. Follow the Cisco Unity conversation to address the forwarded message. 3. Once the message is addressed, do one of the following: o Press # to forward the message as is o Skip to Step 4 to record an introduction 4. Press 2 to record an introduction 5. Press # key to send voic message Setting Alternate Greeting with expiration date If out of the office and you would like to notify anyone reaching your voic box that you are out of the office you can setup an Alternate Greeting. To setup an Alternate Greeting do the following: 1. Access your voic box by either pressing the Message key on your IP phone or calling the 16 P a g e voic system from an outside source (home phone, cell phone, etc). a. If you press your Message button on your IPT phone, go to step 3 b. If you are calling into the Richfield voic system from outside go to the next step (step 2). 2. Enter in your User ID and press # 3. Enter your password and press # 4. Press 4 key, setup option 5. Press 1 key, for Greetings

21 6. Press 3 for alternate greetings 7. Press 1 to record message you would like callers to hear when getting your voic 8. Press 3 to turn on the alternate greeting 9. Press 1 to enter an end date 10. Press appropriate key for the day you would like the message to expire 11. Enter in the time 12. End call Message Play Back Options Table 17 P a g e

22 How to Customize Your Phone through the Web Accessing the Website to Customize Your Phone 1. Open up Internet Explorer 2. In the address bar type in myphone.logis.org (without the quotes), this address will take you to the phone systems login page 3. Enter in your user name and password. (username is your first initial, last name) Example: For John Smith, username would be JSmith 4. Enter in your password When you first login to the website your password is set to We recommend changing it once you are logged in. Note: This web application can only be reached from inside of your network. It is not a website that is published for anyone outside of the cities network. Device Configuration After you have logged into the web site, choose User Option located at the top right hand side of the web page and click on Device. The Device Configuration page displays information about your phone setup such as MAC Address, Model, and Description. You can also access User Settings, Directory, from this page. Figure 4 Speed Dials Speed dials are setup by selecting Device and using the drop down arrow to select your phone device name as shown above in figure 4. Click on the Speed Dials button or Icon. or. Enter in your speed dial numbers. 18 P a g e

23 NOTE: You will only see the number of speed dials available on your phone the remaining speed dials entered will be considered Abbreviated Dials Abbreviated Dials Abbreviated Dials are speed dials that are configured in your speed dial list. These entries can be used by selecting the number that is assigned to the speed dial entry. Figure 5 Using Abbreviated Dials 1. Enter in the number Example enter in number 3 on the keypad of your IP phone to call Work 2. Press the AbbrDial Softkey on your IP phone and the system will begin dialing this number. Change Your Password 1. Go to the User Options menu located on the top right hand side of the page. 2. Select User Settings. 3. Enter in your old password in the Current Password box. 4. Enter in your new password in the New Password box 5. Enter in your new password again in the Confirm Password box. 6. Click on the Save Icon or Save Button to save changes. 19 P a g e

24 Change Pin Number 1. Go to the User Options menu located on the top right hand side of the page. 2. Select User Settings. 3. Enter in your old password in the Current Pin box. 4. Enter in your new password in the New Pin box 5. Enter in your new password again in the Confirm Pin box. 6. Click on the Save Icon or Save Button to save changes. Directory Directory gives you a Corporate Directory listing. To locate someone in Directories, search for the person entering one of the following descriptions and click the Find button: Last Name First Name User ID Extension By clicking on the extension, Cisco s WebDialer will appear in a separate window. Keep the default settings and click on Submit. Your phone will then call the extension you selected. 20 P a g e