TCiCT. Cisco IP Phones (VoIP) Participant Guide

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1 2014 Cisco IP Phones (VoIP) Participant Guide TCiCT Cisco IP Phones or VoIP takes using phones to a whole new level. VoIP has numerous features that are available, from call forwarding to corporate directories the VoIP phone gives you the tools to make using the County Phones system easier to use. Tulare County Information & Communications Technology : Gregory Wong-x64803 & Randall Garringer-x64844

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4 VoIP TABLE OF CONTENTS Identify the VoIP Phone... 6 Moving Phones... 7 What is VoIP?... 7 County VoIP Phones BASIC FEATURES OF THE VOIP PHONE Understanding the Buttons and Hardware Understanding Line and Call Icons Understanding LCD Screen Features Changing the Settings on the VoIP Phones Change LCD Contrast Change Ringtones Basic Features of the VoIP Phones Placing Calls using the VoIP Phones Answering Calls using the VoIP Phones idivert a Call Ending Calls using the VoIP Phone ADVANCED CALL HANDLING Transferring Calls Picking Up a Redirected Call Storing and Retrieving Parked Calls Placing a call on Hold and Resuming the call Switching Between Multiple Calls Working with the VoIP Phones Page 1

5 3. WORKING WITH VOICE MAIL Accessing the Voic Box Listening to Messages Send a Message to another Mail Box Review Old Messages Changing Greetings Re-Record Greetings Turn on Alternate Greeting Edit other Greetings Change your Personal Settings Change the PIN (Password) Working with Voic USING CALL LOGS AND DIRECTORIES Using call logs Viewing Calls in the Call Logs Display Details for a specifi c single call record Erase all calls records in all logs Erase all call records in a single log Erase a single call record Dialing from a call log (While NOT on another call) Dialing from a call log (While connected to another call) Using the Personal Directory on the VoIP Phone Accessing the Personal Address Book (PAB) Search for a PAB entry Dialing a PAB entry Deleting a PAB entry Editing a PAB entry Adding a PAB entry Page 2

6 4.3 Working with Fast Dials Assign a Fast Dial to a PAB entry Assign a Fast Dial not using a PAB entry Delete a Fast Dial Dialing a Fast Dial Switching between Pages to fi nd Fast Dials Using the Corporate Directory on the VoIP Phone Dial from the Corporate Directory while NOT on a call Dial from the Corporate Directory while ON another call Working with Directories MAKING CONFERENCE CALLS ON THE VOIP PHONE Understanding the Types of Conference Calls Standard Conference Calls Meet-Me Conference Calls Starting and Joining a Standard Conference Call Creating a Conference Call by Calling Participates Creating a Conference by Joining two or more Existing Calls View a List of Conference Participants Joining together existing calls that are on multiple phone lines Using Meet-ME Schedule a Meet-Me Conference Starting a Meet-Me Conference Converting Meet-Me to Meeting Invite Sending Invites to a Meet-Me Conference Joining a Meet-Me Conference (Internal Participants) Joining a Meet-Me Conference (External Participants) VOIP TERMINOLOGY Page 3

7 VoIP TABLE OF CONTENTS Cisco IP Phones (VoIP) Participant Guide 1. USING THE USER OPTIONS WEB PAGE Accessing the Cisco Unifi ed CM User Options Web Page Log into the CM User Options Website Log Out of the CM User Options Website CONTROLLING USER SETTINGS Change the Browser Password Changing your PIN Change the Locale Language DEVICE CONFIGURATION Viewing Attached Phones Device Confi guration Toolbar Controlling Line Settings Line Information Log Missed Calls Setup Call Forwarding Per Line Speed Dial Confi guration Creating Speed Dials Abbreviated Dial Confi guration Creating Abbreviated Dials Device Confi guration Lab Page 4

8 4. WORKING WITH DIRECTORIES The Corporate Directory Searching the Corporate Directory Cisco WebDialer Calling Corporate contacts using the WebDialer Cisco Personal Directory Searching the Personal Address Book Creating a New Contact in the Personal Address Book Editing Contacts in the PAB Deleting Contacts in the PAB Working with Fast Dials Creating Fast Dials Editing Fast Dials Deleting Fast Dials Directories Lab CISCO CM USER OPTIONS REVIEW Page 5

9 Identify the VoIP Phone On the lines below, fill in all the features that you may know on the VoIP phone Page 6

10 Moving Phones The VoIP phones can be moved from cubical to cubical within the same department. Phones must stay behind if the move to a new building or department. What is VoIP? VoIP (Voice over Internet Protocol) is a combination of hardware and software that allows you to use the internet as a medium for making telephone calls. The Cisco Unifi ed IP Phones are full-featured phones, with speakerphone and handset designed for wide band audio. It is intended to meet the needs of transaction-type workers with signifi cant phone traffi c. It has two or more programmable backlit line/feature buttons and four interactive soft keys that guide you through all call features and functions. Page 7

11 County VoIP Phones 7941, 7942 (2 buttons) 7936 Conference Phone 7937 Conference Phone 7961,7962 (6 buttons) 7921 Mobile Phone 7970, 7975 (8 buttons) Page 8

12 1. BASIC FEATURES OF THE VOIP PHONE This section contains the following topics. Section 1.1, Understanding the Buttons and Hardware (Page 10) Section 1.2, Understanding Line and Call Icons (Page 11) Section 1.3, Understanding LCD Screen Features (Page 12) Section 1.4, Changing the Settings on the VoIP Phone (Page 13) Section 1.5, Basic Features of the VoIP Phone (Page 14) Section 1.6, Placing Calls Using the VoIP Phone (Page 15) Section 1.7, Answering Calls Using the VoIP Phone (Page 16) Section 1.8, idivert Calls (Page 17) Section 1.9, Ending Calls using the VoIP Phone (Page 17) Page 9

13 1.1 Understanding the Buttons and Hardware For Cisco IP phone models 7941, 7942, 7961, 7962, 7970, 7975 Item Programmable Buttons Description Depending on confi guration, programmable buttons provide access to: Phone lines and intercom lines (line buttons) and intercom lines Speed-dial numbers Web-based services (for example, a Personal Address Book button) Call features (for example, a Privacy, Hold, or Transfer button) Buttons illuminate to indicate status: Green, steady - Active call or two way intercom call Green, flashing - Call on hold Amber, fl ashing - Incoming call or reverting call Red, steady - Remote line in use Red, Flashing - Remote call on hold Phone Screen Footstand Button Messages Button Directories Button Help Button Settings Button Services Button Volume Button Speaker Button Mute Button Headset Button Shows phone features Allows the angle of the phones base to be adjusted Auto-dials your voice message box Opens / Closes the Directories menu. Use it to access call logs and directories Activates the help menu Opens / Closes the Settings menu. Use it to control the LCD Screen and Ringtones. Opens / Closes the Services menu. Controls the handset, headset and speakerphone volume (offhook) and the ringer volume (on-hook) Toggles the speakerphone on or off. When the speakerphone is on, button is lit green. Toggles the microphone on or off. When the microphone is muted, the button is lit red. Toggles the headset on or off. When the headset is on, the button is lit green. Page 10

14 Item Description Navigation Button Allows you to scroll through menus and highlight items. When the phone is on-hook, displays phone numbers from the placed calls log Keypad Softkeys Message Lamp Allows you to dial phone numbers, enter letters and choose menu items Each activates a softkey option (displayed on the LCD Screen) Indicates incoming calls or new voice messages. 1.2 Understanding Line and Call Icons Icon Line or Call State Description On-hook Line Not call activity on the line. Off-hook Line You are dialing a number or an outgoing call is ringing Connected Call Ringing call Call on hold You are currently connected to the other party An Incoming call is ringing on one of the lines A call has been placed on hold Page 11

15 1.3 Understanding LCD Screen Features This is what your main phone screen might look like with active calls and several feature menus open: 1 Primary phone line 2 Programmable button indicator 3 Softkey Labels Displays the phone number (directory number) for your primary phone line. When several feature tabs are open, the phone number and the time and date alternate display in this area. Programmable buttons can serve as phone line buttons, speed-dial buttons. Icons and labels indicate how these buttons are configured. Each displays a softkey function. To activate a softkey, press the softkey button 4 Status Line Displays audio mode icons, status information, and prompts. 5 Call activity area Displays current calls per line, including caller ID, call duration, and call state for the highlighted line (standard view). 6 Phone Tab Indicates call activity. 7 Feature Tabs Each indicates an open feature menu. Page 12

16 1.4 Changing the Settings on the VoIP Phones Changing the Contrast on the LCD To change the contrast on the LCD screen follow these steps: 1. Press the SETTINGS Button 2. Scroll to USER PREFERENCES 3. Hit the SELECT softkey 4. Scroll to Contrast 5. Press the UP or DOWN softkey 6. Press the SAVE softkey 7. Press the SETTINGS Button or EXIT softkey to exit Changing Ringtones There are 24 ringtones to choose from, you need to review your departments policy for specifi cs on ringtones. To change your Ringtone follow these steps: 1. Follow steps 1-3 from Changing the Contrast on LCD 2. Scroll to Default Rings 3. Hit the SELECT softkey 4. Scroll to Desired Ringtone 5. Hit the Save softkey, to listen to the ringtone press the PLAY softkey 6. Press the SETTINGS Button or EXIT softkey to exit. Page 13

17 1.5 Basic Features of the VoIP Phones Adjust the angle of the phone Press the footstand button and move to desired angle Adjusts the volume in the handset, speakerphone, and ringing 2 Volume bar 3 Mute a call 4 Forwarding calls To change the volume of the ringing press the volume bar left or right until the desired level is reached. To change the volume in he handset, pick up the handset and press the volume bar left or right, once the level is good press the SAVE softkey To change the speakerphone volume, press the speaker toggle, then press the volume bar left or right to desired level, then press the SAVE softkey. Muting a call will allow you to talk to others while still on a call. To use the mute feature press the MUTE toggle while on a call. To forward all calls, press the CFwdALL softkey then enter the phone number you wish to have calls forwarded too. Page 14

18 1.6 Placing Calls using the VoIP Phones Number To Make a call... Then... 1 Using the handset Pick up the handset and enter the phone number 2 Using the New Call softkey Press the NEW CALL softkey and enter the phone number 3 Using the Speed Dial or Line Press the Line button and enter the phone number 4 Using the Speakerphone Press the Speakerphone toggle and enter the phone number 5 Using the Redial softkey Press the REDIAL softkey to dial last phone number. 6 Using the Corporate Directory Press the Directories Button, navigate to corporate Directory, search for contact and hit dial softkey. Tips You can dial on-hook, without a dial tone (pre-dial). To pre-dial, enter a number, then go off-hook by lifting the handset or pressing dial or speaker toggle. When you pre-dial, your phone tries to anticipate the number you are dialing by displaying matching numbers (if available) from your Placed Calls log. This is called Auto Dial. To call a number displayed with Auto Dial, press the number, or scroll to it and go off-hook. If you make a mistake while dialing, press << softkey to erase digits. Dialing external phone numbers need to be entered as followed 9(559) , internal phone numbers only need be entered as followed Page 15

19 1.7 Answering Calls using the VoIP Phones Number To Answer a call... Then... 1 Using the handset Pick up the handset. 2 Using the ANSWER softkey Press the ANSWER softkey this will activate the speakerphone. You can pick the handset up after the call is connected. 3 Using the Line Button Press the Line button that is fl ashing to answer the call. 4 Using the Speakerphone Press the Speakerphone toggle to answer the call. The fl ashing line button will automatically be connected. 5 Using a Headset Press the headset toggle the fl ashing line button will automatically be connected. Page 16

20 1.8 idivert Calls When your phone is ringing, you can choose to send the call immediately to Voic by pressing the idivert softkey. This softkey can be pressed at any time while the call is ringing. Once the softkey is hit the line button will be grey and the message lamp will turn solid red if any messages are left. 1.9 Ending Calls using the VoIP Phones Hang up the handset, here are some other ways to end calls. To End a call... Using the EndCall softkey Using the Speakerphone Using a wired Headset Then... Press the EndCall softkey. Press the Speaker toggle to hang up the call. Press the Headset toggle to hang up the call Page 17

21 2. ADVANCED CALL HANDLING This section contains the following topics. Section 2.1, Transferring Calls (Page 18) Section 2.2, Picking Up a Redirected Call (Page 19) Section 2.3, Storing and Retrieving Parked Calls (Page 20) Section 2.4, Placing a Call on Hold and Resuming the Call (Page 21) Section 2.5, Switching Between Multiple Calls (Page 21) 2.1 Transferring Calls To Transfer a call... Without talking to the recipient And talk to a recipient before the call Directly to recipients voic Cisco IP Phones (VoIP) Participant Guide Transfer redirects a connected call. The target is the number to which you want to transfer the call. Then From an active call, press the TRANSFER softkey. 2. Enter the target number. 3. Press the TRANSFER softkey again to complete the transfer or hit the EndCall softkey to cancel. Note: If the phone has on-hook transfer enabled, complete the transfer by hanging up. 1. From an active call, press the TRANSFER softkey. 2. Enter the target number. 3. Wait for the transfer recipient to answer. 4. Press the TRANSFER softkey again to complete the transfer or hit the EndCall softkey to cancel. Note: If the phone has on-hook transfer enabled, complete the transfer by hanging up. 1. From an active call, press the TRANSFER softkey. 2. Hit the Asterisk (*) key. 3. Enter the target number 4. Press the TRANSFER softkey again to complete the transfer or hit the EndCall softkey to cancel. Page 18

22 2.2 Picking Up a Redirected Call on the VoIP Phones Call PickUp allows you to answer a call that is ringing on a coworker s phone by redirecting the call to your phone. You might use Call PickUp if you share callhandling with coworkers. To Answer a call... That is ringing at another extension within your call group That is ringing at another extension outside your call group Then Press the PickUp softkey. (You might have to go offhook to display the softkey.) 2. If the call rings, press the ANSWER softkey to connect to the call. 1. Press the GPickUp softkey or the Group PickUp button. (You might have to go off-hook to display the softkey.) 2. Enter the group pickup number. 3. If the call rings, press the ANSWER softkey to connect to the call. Tips: If multiple calls are available for pick up, your phone picks up the oldest call fi rst (the call that has been ringing for the longest time). If you press GPickUp or Group PickUp and enter a line number, your phone picks up the ringing call on that particular line (if available). If you have multiple lines and want to pick up the call on a non-primary line, fi rst press for the desired line, then press a Call PickUp softkey or button. Page 19

23 2.3 Storing and Retrieving Parked Calls You can park a call when you want to store the call so that you or someone else can retrieve it from another phone in the Cisco Unifi ed Communications Manager system (for example, a phone at a coworker s desk or in a conference room). You can park a call by using these methods: Call Park Use the PARK softkey to store the call. Your phone displays the call park number where the system stored your call. You must record this number and then use the same number to retrieve the call. Directed Call Park Use the TRANSFER softkey to direct the call to an available directed call park number that you dial or speed dial. To retrieve the call from a directed call park number, dial the park retrieval prefi x, then dial or speed dial the same directed call park number. You can use a Directed Call Park button to speed dial the directed call park number and to monitor whether a directed call park number is occupied or available. If you want to... Then... Store an active call using the Call Park feature Retrieve a parked call 1. During a call, Press the PARK softkey. (You may need to press the MORE softkey to see the PARK softkey.) 2. Note the Call Park Extension is displayed at the bottom of the LCD screen. 3. Hang Up the handset Enter the Call Park Extension from any Cisco VoIP Phone attached to the VoIP network. TIps: The System Administrator has set the defaulted time to retrieve a parked call before it reverts to ringing at the original number to 1 minute. This feature can be adjusted to fi t need, to make a change you will need to contact the Service Desk and give them detailed information about the defaulted park time for the Call Park feature. Page 20

24 2.4 Placing a call on Hold and Resuming the call You can hold and resume calls. When you put a call on hold, the Hold icon appears on the right in the call information area and the corresponding line button fl ashes green. To put a call on hold: 1. Make sure the call you want to put on hold is highlighted. 2. Press the HOLD Softkey To Remove a call from hold: 1. Make sure that the appropriate call is highlighted. 2. Press the RESUME Softkey To Remove a call from hold on a different line: 1. Press the appropriate line button: or (fl ashing). Doing so might cause the held call to resume automatically: If there is a reverting call on the line, the call will resume. If there is more than one reverting call on the line, the oldest call will resume 2. If necessary, scroll to the appropriate call and press the RESUME softkey. 2.5 Switching Between Multiple Calls You can switch between multiple calls on one or more lines. If the call that you want to switch to is not automatically highlighted, use the Navigation button to scroll to it. Switch between calls... On one line Then Make sure the call that you want to switch to is highlighted. 2. Press the RESUME softkey. Any active call is placed on hold and the selected call is resumed On different lines Switch from a call to and answer a ringing call Press the line button you want to switch to. If a single call is holding on the line, the call automatically resumes. If multiple calls are holding, highlight the appropriate call and press the RESUME softkey. Press the ANSWER softkey, or if the call is ringing on a different line press the fl ashing line button. Any active call is placed on hold and the selected call is resumed. Page 21

25 2.6 Working with the VoIP Phones Complete the following Exercises using the methods reviewed in the handout. 1. Set the ringtone to Jamacia. 2. Select a ringtone of your choice. 3. Adjust the contrast of the Phones LCD Screen. 4. Forward all calls to another extension. Call Forwarded Verifi cation Working together your neighbor(s). 1. Make a call to your neighbor. a. Send a call directly to voic . b. Park the call and have another person pick it up. i. Retrieve a parked call. c. Transfer the call to another extension. 2. Pick up another extensions call. Page 22

26 3. WORKING WITH VOIC This section contains the following topics. Section 3.1, Accessing the Voic Box (Page 24) Section 3.2, Listening to Messages (Page 24) Section 3.3, Send a Message to another Mail Box (Page 24) Section 3.4, Review Old Messages (Page 24) Section 3.5, Changing Greetings (Page 24) Section 3.6, Re-Record Greetings (Page 25) Section 3.7, Turn on Alternate Greetings (Page 25) Section 3.8, Edit other Greetings (Page 25) Section 3.9, Change your Personal Settings (Page 25) Section 3.10, Change the PIN (Password) (Page 25) Section 3.11, Working with Voic (Page 26) Page 23

27 3.1 Accessing the Voic Box. If you have any voice mail messages, your voice mail message waiting lamp indicator will glow red and your primary line appearance will indicate a fl ashing envelope icon. Most VoIP Phones have a mail box that can be accessed from the phone. The defaults to access your voice mail are as follows: 1. Press the Messages button 2. The default password is Press Pound (#) key 3.2 Listening to Messages Once logged into your voice mail box you will hear your greeting followed by a prompt. Press 1 to listen to new messages, Press 3 to listen to old messages. While listening to the current message... To repeat the current message Press 1 To save the current message Press 2 To delete the current message Press 3 To reply to the current message Press 4 To forward the current message Press 5 To mark the current message new Press 6 To skip back in the current message Press 7 To work with the messages properties Press Send a Message to another Mail Box You can send a voice mail to another persons box without even dialing their phone. 1. Log in to your Voice mail box. 2. Press 2 to send a message. 3. Record the message. 4. Press the Pound (#) key. (Press ## to enter extension not names) 5. Type the Last Name then the First Name. 6. Press the Pound (#) key. 3.4 Review Old Messages You have the ability to save your messages, if you want to review the saved messages Press 3 then Press 1 to start hearing messages 3.5 Change your Greeting You have six (6) greetings that can be used, and modifi ed. 1. Log in to your Voice mail box. 2. Press 4 to access the setup options menu. 3. Press 1 to change a greeting. Page 24

28 3.6 Re-Record your Greeting 1. Log in to your Voice mail box. 2. Press 4 to access the setup options menu. 3. Press 1 to change a greeting. 4. Press 1 to Re-Record the Greeting 5. Record the Greeting 6. Press the Pound (#) key 3.7 Turn on Alternate Greeting 1. Log in to your Voice mail box. 2. Press 4 to access the setup options menu. 3. Press 1 to change a greeting. 4. Press 2 to Turn on Alternate Greeting 3.8 Edit other Greetings 1. Log in to your Voice mail box. 2. Press 4 to access the setup options menu. 3. Press 1 to change a greeting. 4. Press 3 to Edit other Greetings Press 1 to edit the Standard Greeting Press 4 to edit the Busy Greeting Press 2 to edit the Closed Greeting Press 5 to edit the Internal Greeting Press 3 to edit the Alternate Greeting Press 6 to edit the Holiday Greeting 3.9 Change your Personal Settings Personal settings is the place to go to adjust your recorded name and change the password to your voice mail. 1. Log in to your Voice mail box. 2. Press 4 to access the setup options menu. 3. Press 3 to access the Personal Settings. 4. Press 1 to change the Voic Password (PIN). 5. Press 2 to Re-Record or change the recorded name Change the PIN (Password) 1. Log in to your Voice mail box. 2. Press 4 to access the setup options menu. 3. Press 3 to access the Personal Settings. 4. Press 1 to change the Voic Password (PIN). 5. Type the New Password (PIN). 6. Press the Pound (#) key. 7. Retype the Password (PIN). 8. Press the Pound (#) key. Note: To listen to voic from outside the offi ce dial enter your extension and the password you set for your voic box. Page 25

29 3.11 Working with Voic Complete the following Voic Exercises using the methods reviewed in the handout. 1. Login and listen to the messages. 2. Send the message VoIP stands for Voice over Internet Protocol to Change the password to the extension of the your phone for the voic . 4. Listen to the greetings, change the standard greeting to say Hello this is extension XXXXX please leave a message Thank You. (XXXXX - is the Training Phones extension you are using). 5. Change PIN back to default (159357). Page 26

30 Each of the 12 items below is a separate puzzle. How many can you fi gure out? MEREPEAT K C U T S K C U T S D U C K FAREDCE GIVE GET GIVE GET GIVE GET GIVE GET WORD WORD WORD WORD Y Y GUY GUY LEFT out FIELD Book Book Do 9 A CHANCE N LU CKY KJUSTK G N I D W E D Page 27

31 4. USING CALL LOGS AND DIRECTORIES This section describes how you can use call logs and directories. To access both features, use the Directories button. This section contains the following topics. Section 4.1, Viewing calls in the Call Logs (Page 28) Section 4.2, Working with the Personal Address Book (Page 30) Section 4.3, Working with the Fast Dials (Page 34) Section 4.4, Working with the Corporate Directory (Page 38) Section 4.5, Directories Lab (Page 40) Page 28

32 4.1 Using Call Logs Your phone maintains call logs. Call logs contain records of your missed, placed, and received calls Viewing Calls in the Call Logs 1. Press the Directories Button. 2. Scroll to 1-Missed Calls, 2-Received Calls, 3- Placed Calls. 3. Press the SELECT softkey. Each log stores up to 100 call records Display Details for a Single Call Record Doing so displays information such as called number, calling number, time of day, and call duration (for placed and received calls only). 1. Press the Directories Button. 2. Scroll to 1-Missed Calls, 2-Received Calls, 3- Placed Calls. 3. Press the SELECT softkey. 4. Scroll to specifi c Call Record. 5. Press the MORE softkey. 6. Press the DETAILS softkey. 7. Press the EXIT softkey to exit Erase all Call Records in ALL Logs 1. Press the Directories Button. 2. Press the CLEAR softkey. Page 29

33 4.1.4 Erase all Call Records in Single Call Log 1. Press the Directories Button. 2. Scroll to 1-Missed Calls, 2-Received Calls, 3- Placed Calls. 3. Press the MORE softkey. 4. Press the CLEAR softkey Erase a Single Call Record 1. Press the Directories Button. 2. Scroll to 1-Missed Calls, 2-Received Calls, 3- Placed Calls. 3. Press the MORE softkey. 4. Press the DELETE softkey Dial from a Call Log (While NOT on another call) 1. Press the Directories Button. 2. Scroll to 1-Missed Calls, 2-Received Calls, 3- Placed Calls. 3. Press the SELECT softkey. 4. Scroll to the Call Record 5. Press the DIAL softkey Dial from a Call Log (While Connected to another call) 1. Press the Directories Button. 2. Scroll to 1-Missed Calls, 2-Received Calls, 3- Placed Calls. 3. Press the SELECT softkey. 4. Scroll to the Call Record 5. Press the DIAL softkey. 6. Choose a menu item to handle the original call HOLD - Puts the fi rst call on hold and dials the selected call record. TRANSFER - Transfers the fi rst call to another extension and drops you from the call. CONFRN - Creates a conference call with all parties, including you. ENDCALL - Disconnects the fi rst call and dials the second. NOTE: If you need to edit the displayed number, press EDITDIAL softkey followed by << or >> softkeys. To delete the number, press EDITDIAL softkey followed by DELETE softkey. (You may need to press the more softkey to display DELETE softkey.) Page 30

34 4.2 Working with the Personal Address Book The Personal Directory is just that; personal to each individual VoIP phone, any employee with a VoIP phone will have access to a personal directory. Within this directory you can create, view, delete contacts, and fast dials Accessing the Personal Address Book (PAB) 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Enter the phones extension for the User ID. See Figure Enter the PIN. The defaulted PIN is Search for a PAB entry 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Enter the Search Criteria. When entering the information for the contact, use the dial pad and press the corresponding number repeatedly until the desired letter is shown. When entering information that is incorrect users can use the << softkey to backspace one character. Figure 1: You will need to press the buttons repeatedly to go through letters to get the number. 4. Press the SUBMIT softkey. 5. Highlight the PAB listing that you want. 6. Press the SELECT softkey. Page 31

35 4.2.3 Dialing a PAB entry 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Enter the Search Criteria. 4. Press the SUBMIT softkey. 5. Highlight the PAB listing that you want. 6. Press the SELECT softkey. 7. Scroll the phone number that you want to dial. 8. Press the DIAL softkey Deleting a PAB entry 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Enter the Search Criteria. 4. Press the SUBMIT softkey. 5. Highlight the PAB listing that needs to be deleted 6. Press the SELECT softkey. 7. Press the EDIT softkey. 8. Press the MORE softkey. 9. Press the DELETE softkey. 10. Press the OK softkey to confi rm the deletion Page 32

36 4.2.5 Editing a PAB entry 1. Press the Directories Button. 2. Scroll to 4-Personal Directory. 3. Search for a contact. 4. Highlight the Contact. 5. Press the SELECT softkey. 6. Press the EDIT softkey to edit the name and address. 7. Press the UPDATE softkey. 8. Search for the contact. 9. Highlight the Contact. 10. Press the SELECT softkey. 11. Press the EDIT softkey. 12. If the phone numbers need to be updated. Press the PHONES softkey. 13. Change any numbers and press the UPDATE softkey. Note: When editing a contact the << softkey is used to delete any information 14. Press the EXIT softkey once the phone has fi nished the modifi cation. Page 33

37 4.2.6 Adding a PAB entry 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Press the SELECT softkey. 4. Scroll to Personal Address Book 5. Press the SELECT softkey. 6. Press the SUBMIT softkey. 7. Press the MORE softkey. 8. Press the NEW softkey. 9. Using the Phones Keypad, enter the First, Last Name and give a Nickname. When entering the information for the contact, use the dial pad and press the corresponding number repeatedly until the desired letter is shown. When entering information that is incorrect users can use the << softkey to backspace one character. 10. Press the PHONES softkey. 11. Using the Phones Keypad, enter any phone numbers. 12. Press the SUBMIT softkey. 13. Press the EXIT softkey or press the Directories Button. Page 34

38 4.3 Working with Fast Dials Allows users to assign index numbers (from 1 to 99) to phone numbers for quick dialing from your phone. Fast Dials allows you to assign codes to PAB entries for quick dialing. A fast dial is no more than a saved fi lter, creating personal fast dials for contacts will save you time in searching the personal address book for those contacts Assign a Fast Dial to a PAB entry 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Press the SELECT softkey 4. Scroll to Personal Address Book 5. Press the SELECT softkey. 6. Using the Phones Keypad enter information search fi elds. When entering the information for the contact, use the dial pad and press the corresponding number repeatedly until the desired letter is shown. When entering information that is incorrect users can use the << softkey to backspace one character. 7. Press the SUBMIT softkey 8. Scroll to the PAB entry 9. Press the SELECT softkey 10. Press the FASTDIAL softkey 11. Scroll to the phone number that you want to assign a Fast Dial 12. Press the SELECT softkey 13. Scroll to an UNASSIGNED Fast Dial. 14. Press the SELECT softkey 15. Press the EXIT softkey. Page 35

39 4.3.2 Assign a Fast Dial not using a PAB entry 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Press the SELECT softkey. 4. Scroll to Personal Fast Dials 5. Press the SELECT softkey. 6. Press the ASSIGN softkey. 7. Press the MORE softkey. 8. Scroll to an UNASSIGNED Fast Dial. 9. Using the Phones Keypad, enter any phone numbers. 10. Press the UPDATE softkey. 11. Press the EXIT softkey or press the Directories Button. Page 36

40 4.3.3 Delete a Fast Dial 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Press the SELECT softkey 4. Scroll to Personal Fast Dial 5. Press the SELECT softkey. 6. Press the MORE softkey 7. Press the REMOVE softkey 8. Scroll to the Fast Dial that you want to remove 9. Press the REMOVE softkey 10. Press the EXIT softkey 11. Press the Directories Button. Page 37

41 4.3.4 Dialing a Fast Dial 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Press the SELECT softkey 4. Scroll to Personal Fast Dial 5. Press the SELECT softkey. 6. Scroll to the Fast Dial that you want to call 7. Press the DIAL softkey Switching between Pages to find Fast Dials 1. Press the Directories Button. 2. Scroll to Personal Directory. 3. Press the SELECT softkey 4. Scroll to Personal Fast Dial 5. Press the SELECT softkey. 6. Press the NEXT softkey Page 38

42 4.4 Working with the Corporate Directory The Corporate Directory enables you to connect to any VoIP phone within the Tulare County network Dial from the Corporate Directory while NOT on a call 1. Press the Directories Button 2. Scroll to 5-Corporate Directory 3. Press the SELECT softkey 4. Using the Phones Keypad enter the contacts First, Last or Number (extension). Only one of the fi elds needs to be entered. The more information you provide the more detailed the fi lter will be. Enter the Search Criteria - When entering the information for the contact, use the dial pad and press the corresponding number repeatedly until the desired letter is shown. When entering information that is incorrect users can use the << softkey to backspace one character. 5. Press the SEARCH softkey Page 39

43 6. Scroll to the Corporate Contact 7. Press the DIAL softkey Dial from the Corporate Directory while ON another call 1. Press the Directories Button 2. Scroll to 5-Corporate Directory 3. Press the SELECT softkey 4. Using the Phones Keypad enter the contacts First, Last or Number (extension). Only one of the fi elds needs to be entered. The more information you provide the more detailed the fi lter will be. 5. Press the SEARCH softkey 6. Scroll to the Corporate Contact 7. Press the DIAL softkey 8. Choose a menu item to handle the original call: HOLD - Puts the fi rst call on hold and dials the selected call record. TRANSFER - Transfers the fi rst call to another extension and drops you from the call. CONFRN - Creates a conference call with all parties, including you. ENDCALL - Disconnects the fi rst call and dials the second. Page 40

44 4.5 Directories Lab Complete the following Directory Exercises using the methods in the handout. Exercise Scenario An outside contact has called you and you need to remember the number. The contact is Ervin Johnson Create an entry in the Personal Address Book for Ervin. 2. Create a fast dial for Ervin Johnson. Part 2 of the Exercise 1. Pick 5 extension from the list, create those in the personal address book. 2. Call the contacts. 3. Review calls in the Missed, Received and Placed histories. 4. Using the Corporate Directory locate and call the Training Admin phone. Page 41

45 5. MAKING CONFERENCE CALLS Cisco IP Phones (VoIP) Participant Guide The VoIP Phones allow you to talk simultaneously with multiple parties in a conference call. This section contains the following topics. Section 5.1, Understanding the Types of Conference Calls (Page 43) Section 5.2, Starting and Joining a Standard Conference Call (Page 43) Section 5.3, Using Meet-Me (Page 46) Page 42

46 5.1 Understanding the Types of Conference Calls There are two types of conference calls: Standard (ad hoc) and Meet-Me. You can create a conference in various ways, depending on your needs and the features that are available on your phone Standard Conference Calls CONFRN or Conference Allows you to create a standard (ad hoc) conference by calling each participant. Use the Confrn softkey or the Conference button. Conference is available on most phones. JOIN Allows you to create a standard (ad hoc) conference by combining existing calls. Use the Join softkey or button Meet-Me Conference Calls Allows you to create or join a conference by calling a conference number. Use the MeetMe softkey or button. 5.2 Starting and Joining a Standard Conference Calls Creating a Conference by calling participants Conference allows you to call each participant. Conference is available on most phones. 1. Connect to a Call 2. Press the MORE softkey 3. Press the CONFRN softkey 4. Enter the participant s phone number 5. Wait for call to connect (the Caller ID will display Conference Call after the calls have been connected.) 6. Repeat steps 2-5 to add additional participants. Page 43

47 5.2.2 Creating a Conference by Joining two or more Existing Calls Join allows you to combine two or more existing calls to create a conference in which you are a participant. 1. From an active call, highlight another call that you want to include in the conference. 2. Press the SELECT softkey 3. Once the call is selected the LCD screen will display this icon. 4. Repeat this step for each call that you want to add to the conference. 5. Press the MORE softkey 6. Press the MORE softkey 7. Press the JOIN softkey View a List of Conference Participants 1. Highlight the Conference. 2. Press the CONFLIST softkey NOTE: Participants are listed in the order in which they join the conference with the most recent additions at the top.. Page 44

48 5.2.4 Joining together existing calls that are on multiple phone lines Tips: 1. From an Active call 2. Press the MORE softkey 3. Press the JOIN softkey 4. Press the green fl ashing line button for the call(s) that you want to join. One of the following occurs: The calls are joined. A window opens on the VoIP phone prompting you to select the calls you want to join. Highlight the call(s) and press the SELECT softkey, then press the JOIN softkey to complete the action. If you frequently join more than two parties into a single conference, you might fi nd it useful to fi rst select the calls that you want to join, then press the JOIN softkey to complete the action. When Join completes, caller ID changes to Conference. You may be able to combine multiple conference calls by using the JOIN or DIRTRFR softkeys. Check with your system administrator to see whether this feature is available to you. Page 45

49 5.3 Starting or Joining a Meet-Me Conference Call Meet-Me conferences allow you to start or join a conference by calling the conference number Schedule a Meet-Me Conference 1. Open GroupWise. 2. Click the New Appt Button. 3. Type TCMeet-Me in the To Field. 4. Assign date and time for appointment. 5. Give subject and brief description for appointment. 6. Press the Send Button. See Page 11 in the GroupWise Workshop Materials Page 46

50 5.3.2 Start a Meet-Me Conference 1. Send Invites to all participants (see Converting Meet-Me to Meeting Invite) 2. Press the NEW CALL softkey 3. Press the MORE softkey 4. Press the MEETME softkey 5. Enter the Phone number located in the Meet-Me Converting Meet-ME to Meeting Invite 1. Send Invites to all participants (see Converting to Meeting Invite) 2. Press the NEW CALL softkey 3. Press the MORE softkey 4. Press the MEETME softkey 5. Enter the 5 digit number (85019) located in the Meet-Me . Page 47

51 5.3.4 Sending Invites to a Meet-Me Conference 1. Open GroupWise. 2. Right Click on the Message from TCMeet-Me. 3. Choose Change To... from the menu. 4. Choose the Group Radio Button. 5. Press OK. 6. Enter Attendees in the To: Field. 7. Press the Send Button. Page 48

52 5.3.5 Joining a Meet-Me Conference (Internal Participants) 1. Initiate a New Call using the VoIP Phone 2. Open the meeting invite and dial (64897 Only the 5 digit extension is necessary). 3. State your name, this will let others know your are attached to the conference call Joining a Meet-Me Conference (External Participants) 1. Initiate a New Call using any Phone 2. Open the meeting invite and dial State your name, this will let others know your are attached to the conference call. Note: Participants hear a busy tone if they call the conference before the initiator has joined. In this case, participants must call back. Page 49

53 6. VOIP TERMINOLOGY Call Forwarding - A phone service feature that allows the customer to forward their calls to another phone number (for example, you can forward your offi ce phone calls to your cell phone if you know you are going to be away from home). This would be a typical feature included with your VoIP Phone Service. Call Logging - This enables the business phone system user to have complete analysis of outgoing and incoming calls. The call log shows the time & date, length, and phone number of all incoming and outgoing calls. In some cases call logging includes the capability to listen to, record and assess interactions between call centre agents and callers. Call Pickup (PickUP) - Allows users to answer a call ringing at another phone in your group. The phone picks up the longest alerting call in the group. Immediate Divert (idivert) - Allows users to send a call directly to voice mail. Internet Protocol - Method or protocol by which data is sent from one computer to another on the internet. Each computer on the internet has at least one IP address that uniquely identifi es it from all other computers on the internet. IP Telephony (Internet Protocol Telephony) - General term for the technologies that use the Internet Protocol s packet-switched connections to exchange voice, fax, and other forms of information that have traditionally been carried over the dedicated circuit-switched connections of the public switched telephone network (PSTN). Also commonly referred to as IP Phone Service, VoIP Phone Service, and Broadband Phone Service MAC Address - Media Access Control. A standardized data link layer address that is required for every port or device that connects to a LAN. Other devices in the netowkr use thes addresses to locate specifi c ports in the network and to create and update routing tables and data structures. Also called a physical address.. Telephony - Taken from Greek root words meaning far sound, telephony means the process of converting or transmitting voice or other signals over a distance, and then re-converting them to an audible sound at the far end. Voice over IP (VoIP) - Term used in IP telephony for a set of facilities for managing the delivery of voice information using the Internet Protocol (IP). Page 50

54 VoIP 101 Review 1. If the Line button is a Green Steady light it indicates? A. A missed call B. An error C. A transferred call D. An active call 2. The black bar on the top of the LCD screen displays? A. Incoming call information B. Time, date and your phone number C. The softkeys D. Tulare County news 3. VoIP users can Forward all Calls directly to their Voic Box? A. True B. False 4. Which of the following Icons will appear when you place a call on Hold? A. B. C. D. 5. Pressing the PICKUP softkey allows users to? A. Pick up an incoming call. B. Does an automated redial on the phone. C. Picks up a call from a group that you are part of. D. Picks up the previous call in a specifi ed group. 6. Which button must you press to access the Voic box? A. B. C. D.. Page 51

55 7. If this Icon is fl ashing on the LCD Screen it means what? A. You have an . B. There is a Voice message waiting C. There is a new news Item. D. You have a message from the Administrator. 8. The image below is demonstrating which feature? A. EditDial Softkey B. Phone Number Entry C. Dialing softkey D. Adding PAB Entry 9. The PAB is a centralized location on the VoIP phone where you can store Contacts? A. True B. False 10. Fast Dials can be assigned to a contact or an entered number? A. True B. False Page 52

56 11. This image shows an example of what? A. Personal Address Book B. Dialing Contacts C. Alphanumeric Keys D. Corporate Directory 12. Conference Calls can be setup by any Tulare County Employee? A. True B. False 13. Outside attendees for a Meet-Me Conference Call will have to use a VoIP Phone? A. True B. False 14. Which softkey will create an AD-HOC (on demand) Conference Call? A. Pickup B. idivert C. CFwdALL D. ConFRN 15. What s the FIRST step in creating a Meet-Me Conference Call? A. Everyone B. Reserve a Conference Room C. Create an Appointment in GroupWise D. Call to start the meeting 16. Once you have scheduled the appointment in GroupWise, it will automatically all the participants? Page 53 A. True B. False

57 Page 54

58 Each of the 12 items below is a separate puzzle. How many can you fi gure out? CAST CAST CAST CAST He s / Himself POWAUSTERS A M TOWN N SEARCH ALL/WORLD MY TONGUE IT N A C N A C N A C N A C N A C N A C N A C AND 9 T O U C H rosey R e a d i n g What Watt IDEA Page 55

59 1. USING THE USER OPTIONS WEB PAGES The fi rst time the site is visited from any browser users will need to accept the Security Certifi cate. Once the certifi cate is accepted users can access User Settings, Directory features, a Personal Address Book, and Fast Dials. This section contains the following topics. Section 1.1, Accessing the Cisco Unifi ed CM User Options Web Page (Page 56) Section 1.2, Log into the CM User Options Website (Page 60) Section 1.3, Log out of the CM User Options Website (Page 60) 1.1 Accessing the Cisco Unified CM User Options Web Page 1. Open Internet Explorer, Firefox or Chrome. 2. Type in the address bar of the Browser. 3. Press the Enter key on the keyboard. 4. A security certifi cate request may appear on your screen. 5. To proceed using Internet Explorer CLICK the Continue to this website link. Page 56

60 6. To proceed using Chrome CLICK the Proceed anyway link. 7. To proceed using Firefox CLICK the I understand the Risks link, Page 57

61 8. Click the Add Exception button to open the Add Security Exception dialog. 9. Click the Confi rm Security Exception to permanently add the certifi cate. Page 58

62 10. After security certifi cate has been accepted the browser will point you to the site. The screen will look like below. Tip: A quick way to access the Cisco Unifi ed CM User Options Site is to navigate to TCWEB Page 59

63 1.2 Log into the CM User Option Website 1. In the upper right corner, under Username type your 5 digit extension 2. Under Password your password The default password is Press the Login Button After you hit the login button the webpage will look similar to the pre-login page. You will notice your extension in the upper right corner of the page. 1.3 Log out of the CM User Option Website 1. To logout of the site click the Logout text in the upper right hand corner. Page 60

64 2. CONTROLLING USER SETTINGS Your PIN and password allow you to access different features and services. For example, use your PIN to log in to Cisco Extension Mobility or Personal Directory on your phone. Use your password to log in to your User Options web pages and Cisco WebDialer on your personal computer. For more information, ask your system administrator. User settings include your password, PIN, and language (locale) settings. This section contains the following topics. Section 2.1, Change the Browser Password (Page 62) Section 2.2, Changing your PIN (Page 63) Section 2.3, Change the Locale Language (Page 63) Page 61

65 2.1 Change the Browser Password The Browser Password affects only the Cisco Unifi ed CM User Options Page. 1. Mouse over and select User Settings from the User Options drop down. 2. In the Browser Password Area, Enter the current password then the new password and fi nally confi rm the password. 3. Click the Save Button 4. The status fi eld will change from Ready to Update Successful. Page 62

66 2.2 Changing your PIN Your PIN only will affect the Personal Address Book (PAB) on the VoIP phone. 1. Mouse over and select User Settings from the User Options drop down. 2. In the PIN Area, Enter the current password then the new password and fi nally confi rm the password. 3. Click the Save Button 4. The status fi eld will change from Ready to Update Successful. 2.3 Change the Locale Language The phones have the option to display different languages if needed. If this is an option that you require please contact the Service Desk (64848). Page 63

67 3. DEVICE CONFIGURATION Cisco IP Phones (VoIP) Participant Guide Now that your login to the CM site is complete, you must check to make sure your phone is connected to the CM site. This is called Device Configuration, while there is no Confi guring available you will be able to see if your phone is attached. This section contains the following topics. Section 3.1, Viewing Attached Phones (Page 65) Section 3.2, Device Confi guration Toolbar (Page 66) Section 3.3, Controlling Line Settings (Page 67) Section 3.4, Speed Dial Confi guration (Page 69) Section 3.5, Abbreviated Dial Confi guration (Page 70) Section 3.6, Device Confi guration Lab (Page 71) Page 64

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