IPOne Phone System User Guide

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1 IPOne Phone System User Guide DOUBLE THE SPEED. DOUBLE THE POWER. HALF THE COST. P h o n e B r o a d b a n d M e s s a g i n g DoubleHorn Communications, L.L.C W. 6th Street Austin, TX Nationwide: (877) (HORN) Austin: 512/ Dallas: 214/ Houston: 713/ San Antonio: 210/

2 IPOne Phone System User Guide THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS GUIDE ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS GUIDE ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND APPLICATIONS OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. DOUBLEHORN COMMUNICATIONS DISCLAIMS ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL DOUBLEHORN COMMUNICATIONS, LLC OR DOUBLEHORN COMMUNICATIONS-PLATFORM SERVICES, LLC OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATOIN, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USER OR INABILITY TO USE THIS GUIDE, EVEN IF DOUBLEHORN COMMUNCATIONS OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. DoubleHorn Communications, DoubleHorn Communications-Platform Services, IPOne and OpenVoice are trademarks of DoubleHorn Communications, LLC and DoubleHorn Communications-Platform Services, LLC in the United States and in other countries. Other product and company names may be the trademarks of their respective owners. IPOne and OpenVoice Phone System User Guide Updated June 4, 2008 Copyright 2008, DoubleHorn Communications, LLC

3 Table of Contents Chapter 1: IPOne TM Phone System Overview Introduction Phone Tour Chapter 2: Using Basic Phone Features Place a Call Place an External Call Place an Internal Call to Another Extension Answer a Call End a Call Use Call Hold Redial a Number Use Call Return Mute a Call Chapter 3: Using Advanced Phone Features Establish a Three-Way Call Transfer a Call Transfer a Call (Attended Transfer) Transfer a Call (Blind Transfer) Transfer a Call Directly to Voice Mail Enable/Disable Do Not Disturb Forward Your Calls Enable Call Forward Always Disable Call Forward Always Enable Call Forward When Busy Disable Call Forward When Busy Enable Call Forward No Answer Disable Call Forward No Answer Activate Call Park and Call Retrieve Use Call Pickup Enable and Disable Caller ID Features

4 Table of Contents Enable and Disable Anonymous Caller ID Rejection Enable and Disable Caller ID Blocking Use the Intercom Use the Paging Feature Chapter 4: Customizing Your Phone Settings Adjust the Call Volume Adjust the Ringer Volume Adjust the Display Contrast Change Ring Tones View Your Call Lists Manage Your Contact Directory Add a Contact Edit a Contact Delete a Contact Search for a Contact Manage Your Speed Dial Assignments Assign a Contact to a Speed Dial Key Remove a Speed Dial Entry a Call Detail Record Chapter 5: Voice Mail Management with the Phone Access Your Voice Mail From Your Phone Retrieve your Voice Mail Messages Main Mailbox Menu Access Your Voice Mail Remotely Forward Voice Mail to

5 Chapter 1 IPOne Phone System Overview Introduction In this guide, you will be introduced to one of the two IPOne phone system components: the Polycom 550 IP phone. This user guide will help you become familiar with the features and functionality of your new DoubleHorn Communications IPOne phone system. Making phone calls using the IPOne phone system is very similar to traditional phone systems. The second component is the DoubleHorn Communications web interface. This is a web-based user interface (UI) that helps you manage your IPOne phone system features and settings. For more information about this web interface, see the IPOne Phone System User Interface Guide. Phone Tour The following figure provides a top view of the phone, as well as the keys and controls. When following the steps documented in this guide, keep in mind the difference between the following terms: Key An actual key (or button) on the phone. Soft Key A key selection that appears in the graphical LCD (aka display). P a g e 1

6 Chapter 2 Using Basic Phone Features Place a Call This section provides basic procedures for placing a call. Place an External Call To place an external call, complete the following steps: 1. To hear a dial tone, either: Press any assigned line key (with the handset on hook); Press the SPEAKERPHONE key; Press the NEW CALL soft key; or Lift the handset. NOTE: You may also use a headset with your phone. A headset plugs in on the underside of your phone. 2. Dial the desired phone number. Where 7-digit dialing is accepted You may enter the 7-digit number. Where 10-digit dialing is accepted You may enter the 10-digit number. For U.S. and Canada You may dial a 1 and the next 10 digits, or you may dial only the 10-digit number. TIP: Prior to lifting the handset, if you enter the phone number and press the DIAL soft key, the speakerphone is activated. Alternatively, by dialing the phone number and then lifting the handset, your phone number is automatically dialed. Place an Internal Call to Another Extension To place an internal call to another extension, complete the following steps: 1. To hear a dial tone, either: Press any assigned line key (with the handset on hook); Press the SPEAKERPHONE key; Press the NEW CALL soft key; or Lift the handset. 2. Dial the 4-digit extension number. P a g e 2

7 Using Basic Phone Features Answer a Call To answer a call, lift the handset or press the SPEAKERPHONE key. End a Call To end a call, press the END CALL soft key, place the handset in the cradle, or press the SPEAKERPHONE key. Use Call Hold To place a call on hold, press the HOLD soft key or the HOLD key. To retrieve the call from hold, press the RESUME soft key and the call is retrieved. If multiple calls are on hold at one time, use the NAVIGATION keys to the right of the display window to switch between the calls then press the RESUME soft key to retrieve the desired call. If more than two calls are on hold on a single key, an indication appears on the display. For example 2/3 indicates that this is the second call out of three calls. Redial a Number You can redial the last phone number you called in one of two ways: Dial *66. Press the REDIAL key. You may also use the call lists feature to view the phone numbers dialed (see View Your Call Lists ). Use Call Return The call return feature automatically dials the number of the last call that you have missed. The number is available until you establish a successful call to that number. A successful call means that you either reach that number successfully (talking to someone or reaching their voic ). NOTE: If you are using the call return feature and the last number received is from another extension at your company, the number is not cleared if you reach their voic . Therefore, you will be able to attempt the call return feature at a later time to reach the same party P a g e 3

8 Using Basic Phone Features The system stores only calls that contain a valid caller ID, meaning that a caller did not come in as an anonymous call. To activate the call return feature, dial *69. Mute a Call To enable the mute feature, press the MICROPHONE MUTE key on your phone. The red LED on the key illuminates. To disable, press the MICROPHONE MUTE key. The red LED on the key turns off. P a g e 4

9 Chapter 3 Using Advanced Phone Features Establish a Three-Way Call Your IPOne phone system has the ability to establish a three-way call. To enable the 3-way calling feature, complete the following steps: 1. Establish your first call. 2. Once the call is connected, press the CONFRNC soft key or CONFERENCE key to obtain a new line. The active call is placed on hold. 3. Enter the number for your second party. 4. When the second call is connected, press the CONFRNC soft key or CONFERENCE key. This action joins all parties in the three-way call. 5. To separate the two calls, press the SPLIT soft key to put the first call on hold and keep the second call as the active call. Optionally, if you have one active call, and you place that caller on hold to pick up a second line (having two active lines already established), you may conference both calls together by completing the following steps: 1. With your first call as your active call, press the MORE soft key to see additional features. 2. Press the JOIN soft key to activate the three-way call. 3. If you choose to drop one of the callers off of the three-way conversation, select the SPLIT soft key which makes each call individual calls once again. NOTE: DoubleHorn Communications offers a Conference Service for a Multi-Seat Bridge. Contact Customer Support for more information. Transfer a Call With your IPOne phone system, there are two types of call transfers: Attended transfer is used exclusively for announcing a transfer to another party. For example, Hi Jane, I have a call on the line for you. Blind transfer is used when you have an active call on your phone and there is no need to alert the other party that you are transferring a call to them. P a g e 5

10 Advanced Phone Features Transfer a Call (Attended Transfer) To transfer a call using attended transfer, complete the following steps: 1. With the call on the line, press the TRANSFER key or the TRNSFER soft key. 2. Dial the extension and wait until the person answers. 3. Announce the call. 4. Press the TRANSFER key or the TRNSFER soft key to connect the call to the intended party. NOTE: If you press TRANSFER before the intended party answers their phone, the call will likely fail. Transfer a Call (Blind Transfer) To transfer a call using blind transfer, complete the following steps: 1. With the call on the line, press the TRANSFER key or the TRNSFER soft key. 2. Press the BLIND soft key. 3. Dial the extension. 4. Press the TRANSFER key or the TRNSFER soft key to connect the call to the intended party. NOTE: The intended party has no idea that the call was transferred, as the original caller ID shows on their display. Transfer a Call Directly to Voice Mail If you realize that a coworker is not at their desk and/or you want to send a caller directly to a coworker s voic , complete the following steps: 1. With the call on the line, press the TRANSFER key or the TRNSFER soft key. 2. Press the BLIND soft key. 3. Enter the prefix 8, followed by the extension. 4. Press the TRANSFER key or the TRNSFER soft key. For example, if the extension you want to transfer to is 1100, your key scenario would be TRANSFER -> BLIND -> > TRANSFER. This sends the caller straight to voic and never rings the phone. Enable/Disable Do Not Disturb The do not disturb (DND) feature is used to temporarily reject incoming calls to your phone. When you enable DND, calls are directed to your voice mail. P a g e 6

11 Advanced Phone Features To enable DND, dial *78. The phone idle screen shows an X by your extension, as well as Do Not Disturb. This helps you identify if you have DND enabled. To disable DND, dial *79. NOTE: Your IPOne phone system also has a Do Not Disturb key that acts in a similar fashion. However, the preferred method to enable/disable DND is by using the *78/*79 codes. Forward Your Calls There are two different types of call forwarding: Call Forward Always All incoming calls are forwarded. Calls bypass ringing at your phone and are forwarded directly to the internal or external destination you choose (such as your cell phone, home phone, or a different extension). Call Forward When Busy When your phone is busy, all incoming calls are forwarded. Calls are forwarded directly to the internal or external destination you choose (such as your cell phone, home phone, or a different extension). Call Forward No Answer Calls first attempt to ring your phone and then are forwarded to our chosen internal or external destination. Typically, this feature is used to redirect incoming calls to an assistant or to your secondary phone. Both features are handled independently, which means that you can enable both forwarding features and the system uses the setting whenever they apply. Enable Call Forward Always To enable call forward always, complete the following steps: 1. Dial *71. You hear an announcement asking you to enter the call forwarding number. 2. Enter the forwarding number and press the pound (#) key. The system repeats the number then hangs up. NOTE: You may also enter in the forwarding number directly behind the star code. For example, dial * If you want to change the forwarding number, simply dial *71 and repeat Step 2. Disable Call Forward Always To disable the call forward always, dial *72. You hear an announcement that call forwarding has been disabled. Enable Call Forward When Busy To enable call forward when busy, complete the following steps: 1. Dial *73. You hear an announcement asking you to enter the call forwarding number. 2. Enter the forwarding number and press the pound (#) key. The system repeats the number then hangs up. P a g e 7

12 Advanced Phone Features NOTE: You may also enter in the forwarding number directly behind the star code. For example, dial * If you want to change the forwarding number, simply dial *73 and repeat Step 2. Disable Call Forward When Busy To disable the call forward when busy, dial *74. You hear an announcement that call forwarding has been disabled. Enable Call Forward No Answer To enable call forward no answer, complete the following steps: 1. Dial *75. You hear an announcement asking you to enter the call forwarding number. 2. Enter the forwarding number and press the pound (#) key. The system repeats the number then hangs up. NOTE: You may also enter in the forwarding number directly behind the star code. For example, dial * If you want to change the forwarding number, simply dial *75 and repeat Step 2. Disable Call Forward No Answer To disable the call forward no answer, dial *76. You hear an announcement that call forwarding has been disabled. Activate Call Park and Call Retrieve Your IPOne phone system can be enabled to place an active call on non-exclusive hold (known as park). Benefits include being able to park a call on one phone and retrieve the same call on another extension across the room or even in another building. To park a call, complete the following steps: 1. With an active call, select the TRANSFER key or the TRNSFER soft key. 2. Select the BLIND soft key. 3. Dial * Press the TRANSFER key or the TRNSFER soft key. The call is placed in park mode. To retrieve the call from any phone (including the extension that placed the call on park), dial *86. The system retrieves the call. P a g e 8

13 Advanced Phone Features Use Call Pickup Your IPOne phone system has the ability to pick up another phone while it is ringing. For example, you can answer a call intended for a co-worker who has stepped away from his desk. To enable call pickup, dial *87. The system retrieves this call from the extension for which it was intended and activates it on your extension. Enable and Disable Caller ID Features DoubleHorn Communications currently provides only the phone number as caller ID. Caller Name ID delivery will be available in the future. Enable and Disable Anonymous Caller ID Rejection Your IPOne phone system can be set up to reject calls that come from callers who do not want to reveal their identity (caller ID). To enable rejection of anonymous caller ID, dial *88. You hear a system announcement confirming your feature. To disable rejection of anonymous caller ID, dial *89. You hear a system announcement confirming your feature. Enable and Disable Caller ID Blocking Your IPOne phone system can be set up to block your caller ID on outbound calls. To enable caller ID blocking, dial *67. You hear a system announcement confirming your feature. To disable caller ID blocking, dial *68. You hear a system announcement confirming your feature. Use the Intercom The intercom feature bypasses ringing an extension and immediately activates the dialed user s speakerphone. This is a two-way intercom, meaning you can talk to each other over the speakerphone. If you are on your extension when another user is trying to intercom your extension, the other user hears your phone ringing and your speakerphone is not activated. P a g e 9

14 Advanced Phone Features To intercom another extension, dial *90, followed by the user s extension. Use the Paging Feature Your IPOne phone system supports a paging feature. A 4-digit extension is assigned to a paging group. Paging is one-way communication and the group members cannot speak into their phone and engage you in conversation. When you dial the paging group extension, the members of the group hear your page over their phone speaker. NOTE: This is not a basic feature for the IPOne Phone System. If you would like a paging group created, please contact Customer Support. P a g e 1 0

15 Chapter 4 Customizing Your Phone Settings Adjust the Call Volume To adjust the call volume, press the VOLUME UP/DOWN keys during a call. The system automatically saves and remembers your last settings. Adjust the Ringer Volume To adjust the ringer volume, press the VOLUME UP/DOWN keys. The system automatically saves and remembers your last settings. Adjust the Display Contrast To adjust the display contrast, complete the following steps: 1. Press the MENU key. 2. Use the NAVIGATION keys to highlight SETTINGS and press the SELECT soft key. 3. Highlight BASIC and press the SELECT soft key. 4. Highlight CONTRAST and press the SELECT soft key. 5. Press the UP or DOWN soft keys to increase or decrease the display contrast. 6. Once you display a contrast that you prefer, press the OK soft key to accept your changes. Press the CANCEL soft key to cancel your changes. 7. Press the MENU key or the EXIT soft key to return to the display. Change Ring Tones Many ring tones are available. To change incoming ring to a desired sound, complete the following steps: 1. Press the MENU key. 2. Use the NAVIGATION keys to highlight SETTINGS and press the SELECT soft key. 3. Highlight BASIC and press the SELECT soft key. 4. Highlight RING TYPE and press the SELECT soft key. A check mark appears next to your current ring type selection. P a g e 1 1

16 Customizing Your Phone Settings 5. To hear a ring type, use the NAVIGATION keys to highlight the desired ring type and press the PLAY soft key. 6. To select a ring type, highlight the desired ring type and press the SELECT soft key. 7. Press the MENU key or the EXIT soft key to return to the display. View Your Call Lists Your phone stores and maintains lists of the following call types (up to 100 entries stored for each list): Missed Calls Received Calls Placed Calls To view your call lists, complete the following steps: 1. Press the DIRECTORIES key or the MENU key followed by the FEATURES soft key. 2. Use the NAVIGATION keys to highlight CALL LISTS and press the SELECT soft key. 3. Highlight MISSED CALLS, RECEIVED CALLS, or PLACED CALLS as desired and press the SELECT soft key. The appropriate call information is displayed 4. From this display, you have many options: Choose DIAL to return the call. Choose EDIT to amend the number, if necessary. Choose EXIT to return to the previous menu. Choose MORE for the following additional options: Choose CLEAR to delete the call from list. Choose SAVE to store the contact to the Contact Directory. Choose INFO to view information about the call (such as the time, date, and duration of the call). 5. Press the EXIT soft key to return to the idle display. You may also use the NAVIGATION keys as shortcuts to view the call lists from the idle display: Press the right key for the Placed Calls list. Press the left key for the Received Calls list. Press the down key for the Missed Calls list. Press the up key for the Speed Dial Info index. P a g e 1 2

17 Customizing Your Phone Settings Manage Your Contact Directory In addition to a directory of missed, placed or received calls, the phone can store a local contact directory. You may add, edit, delete, or search for any contacts in this list. Add a Contact To add a contact to your contact directory, complete the following steps: Edit a Contact 1. Press the DIRECTORIES key. 2. Highlight CONTACT DIRECTORY and press the SELECT soft key. 3. Press the MORE soft key and then the ADD soft key to add a contact into the directory. 4. Enter the First and/or Last Name from the phone dial pad. Press the 1/A/a soft key to select between numeric and upper/lower case alphanumeric modes. The title of the screen changes, showing you what mode you using. 5. Enter the Contact phone number (may also be an internal extension). This is a required field and it must be unique (not already in the directory). 6. Enter the Speed Dial Index. Press the X NAVIGATION key to backspace and remove any existing information. Type in the new information. 7. Select the ring type number for Ring Type. For more information on ring types, see Change Ring Tones. NOTE: Ring Type and Divert Contact may be left blank. 8. Use the left and right NAVIGATION keys to toggle between Enable and Disable for the Auto Reject and Auto Divert fields. Enabling the auto reject feature rejects that contact s call attempts and never rings your phone. NOTE: The auto divert feature is not enabled at this time. 9. Press the SAVE soft key to confirm or the CANCEL soft key to abandon the changes then press EXIT to return to the previous menu. To edit a contact in your contact directory, complete the following steps: 1. Press the DIRECTORIES key. 2. Highlight CONTACT DIRECTORY and press the SELECT soft key. 3. Use the NAVIGATION keys to highlight a contact in the directory. Press the EDIT soft key to edit the contact. If you saved a contact from your Missed Calls, Received Calls, or Placed Calls list, the contact information appears in your contact directory as well. P a g e 1 3

18 Customizing Your Phone Settings Delete a Contact 4. To edit the First and/or Last Name from the phone dial pad, press the X NAVIGATION key to backspace and remove any existing information. Type in the new information. Press the 1/A/a soft key to select between numeric and upper/lower case alphanumeric modes. The title of the screen changes, showing you what mode you using. 5. To edit the Contact phone number (may also be an internal extension), press the X NAVIGATION key to backspace and remove any existing information. Type in the new information. This is a required field and it must be unique (not already in the directory). 6. Enter the Speed Dial Index. Press the X NAVIGATION key to backspace and remove any existing information. Type in the new information. 7. Select the ring type number for Ring Type. For more information on ring types, see Change Ring Tones. NOTE: Ring Type and Divert Contact may be left blank. 8. Use the left and right NAVIGATION keys to toggle between Enable and Disable for the Auto Reject and Auto Divert fields. Enabling the auto reject feature rejects that contact s call attempts and never rings your phone. NOTE: The auto divert feature is not enabled at this time. 9. Press the SAVE soft key to confirm or the CANCEL soft key to abandon the changes then press EXIT to return to the previous menu. To delete a contact from your contact directory, complete the following steps: 1. Press the DIRECTORIES key. 2. Highlight CONTACT DIRECTORY and press the SELECT soft key. 3. Press the MORE soft key in the next two screens. 4. Use the NAVIGATION keys to highlight the contact you wish to delete. 5. Press the DELETE soft key. 6. Press the EXIT soft key. Search for a Contact To search for a contact in your contact directory, complete the following steps: 1. Press the DIRECTORIES key. 2. Highlight CONTACT DIRECTORY and press the SELECT soft key. 3. Press the MORE soft key. 4. Press the SEARCH soft key. P a g e 1 4

19 Customizing Your Phone Settings 5. Use the dial key pad to enter the first few characters for first or last names. Press the 1/A/a soft key to select between numeric and upper/lower case alphanumeric modes. The title of the screen changes, showing you what mode you using. 6. Press the SEARCH soft key to search for contacts. Successful matches can be dialed from the resulting screen. Manage Your Speed Dial Assignments Pre-assigned numbers can be associated with the line keys for rapid automated dialing. Speed dial entries are consecutively placed next to assigned line keys on the phone. Assign a Contact to a Speed Dial Key Follow the instructions for adding or editing a contact (see Manage Your Contact Directory ). The Speed Dial index number is saved in the Contact Directory. Remove a Speed Dial Entry To remove a speed dial entry, complete the following steps: 1. Press the DIRECTORIES key. 2. Highlight CONTACT DIRECTORY and press the SELECT soft key. 3. Use the NAVIGATION keys to highlight a contact in the directory. Press the EDIT soft key to edit the contact. 4. For the Speed Dial Index field, press the X NAVIGATION key to backspace and remove any existing information. 5. Press the SAVE soft key to confirm or the CANCEL soft key to abandon the changes then press EXIT to return to the previous menu. a Call Detail Record Your IPOne phone system can be enabled to you a call detail record on calls. This call detail record shows the date, time, and duration of your call and can be used for future client billing or reference. NOTE: In order to utilize this feature, your address needs to be populated in the User Web Interface. See the IPOne Phone System User Interface Guide for more details. To enable the call detail record feature, dial *63 after the call is completed. The system sends you an with the caller ID, the duration of the call, and the time of the call. NOTE: You can enable this feature for all calls using the User Web Interface. P a g e 1 5

20 Chapter 5 Voice Mail Management with the Phone Access Your Voice Mail From Your Phone There are three ways you can access your voice mail: Dial *97. Dial your extension number. Press the MESSAGES key on your IPOne phone system. Highlight MESSAGE CENTER and press the SELECT soft key or press 1 for the Message Center. Press the CONNECT soft key. The first time you access your voice mail, the system prompts you to record your name and/or a personal greeting. Simply follow the system prompts to set up your voice mail. You may record your name and greeting at any time. The name recording is used as an announcement to callers. If you choose not to record your name, your extension number is used. Voice mail instructions are also available on the IPOne Phone System Quick Reference Card. Retrieve your Voice Mail Messages Your IPOne phone system indicates that a message is waiting for you by the red message waiting indication (MWI) light. To retrieve your voice mail messages, access your voice mail using the procedure in the previous section. A system prompt indicates how many new and saved messages are in your mailbox. The system starts playing the messages, starting with the oldest first. If you have saved messages, the system plays the new messages first and then plays the saved messages, oldest first. During message playback, the following options are available: Press 1 to rewind message playback. If pressed again, the rewind playback is faster. Press 2 to stop/resume message playback. Press 3 to fast-forward message playback. If pressed again, the fast-forward playback is faster. Press 4 to repeat the message from the beginning. P a g e 1 6

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