USE OF THE PHONE SERVICE AFTER DELIVERY OF THIS DOCUMENT CONSTITUTES YOUR ACKNOWLEDGEMENT OF THE E911 NOTICE ABOVE.

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3 E911 Notice This notice is required by the rules of the Federal Communications Commission. The Net2Phone Office Phone Service (the Phone Service ) may have E911 limitations specified below: In order for your 911 calls to be properly directed to emergency services, COMPANY must have your correct physical address. If you move your Net2Phone Office Phone Service to a different address without Net2Phone Office s approval, (i) 911 calls may be directed to the wrong emergency authority, (ii) 911 calls may transmit the wrong address, and/or (iii) the Phone Service (including 911) mail fail altogether. The Phone Service uses the electrical power in your home or place of business. If there is an electrical power outage, 911 calling may be interrupted if the battery back up, if any, in the associated multimedia terminal adapter is not installed, fails or is exhausted after several hours. Calls, including calls to 911, may not be completed if there is a problem with network facilities, including network congestion, network/equipment/power failure or another technical problem. Prior to changing your physical address, you must call NET2PHONE OFFICE and provide your new physical address. Net2Phone Office will need several business days to update your physical address in the E911 system. USE OF THE PHONE SERVICE AFTER DELIVERY OF THIS DOCUMENT CONSTITUTES YOUR ACKNOWLEDGEMENT OF THE E911 NOTICE ABOVE. If you plug your phone in and hear a dial tone, your handset is considered operational. Issue 1

4 Overview The features in this reference guide are those you can manage using your desk phone. This document does not cover your user portal management tool. Make a call to another extension Make an outside call (in the US and internationally) Access your voic mailbox Hear a tone notification when another call is coming in on your extension Transfer a call to another extension Pick up an incoming call to another extension Pick up a call placed on hold on another extension Join or start a conference call Use someone else s phone temporarily as your own extension Block incoming calls & have the system play an announcement to callers Turn your Caller ID on or off Dial your last missed call Find a co worker s name in the corporate directory Place an intercom (paging) call to one or more extensions Log into your queue Take calls in your Call Center Queue Then see Making Internal Calls Making External Calls Voic Call Waiting Call Transfer Call Pickup Call Park Conferencing Extension Virtualization Do Not Disturb Caller ID Management Dial Last Missed Call Corporate Directory Intercom/Paging Queue Agent Options Issue 1

5 Listen to & manage agent calls Then see Queue Supervisor Options Making Calls from Your Extension Making Internal Calls Dial the 4 digit extension. All extensions beginning with a 0 (zero) must be followed with the # key. Making External Calls Making Local Calls To make calls within the US, dial 1 plus the 10 digit telephone number. Example: to call , dial Making International Calls To make international calls, dial 011, the country code, the city code and the local number. Example: to call a number in Aberdeen, UK from the US, dial Issue 1

6 Voic Enabling/Disabling Voic If you wish to enable or disable voice mail then you do not need to log in. To enable or disable voice mail: dial *950. Working with Voic You must log into the voice mail system to listen to voic and manage your greetings. 1. Dial * Enter the password given to you by your administrator, followed by the # key. 3. Refer to the following table to use the voice mail system after you ve logged in from your phone: Record Greetings Then press 0 to select mailbox options 1 to record unavailable greeting Record your greeting at the tone & then press: 1 to accept recording Press the * key when done & then press the # key to exit. 2 to listen to the greeting & then either accept or: 3 to re record your greeting 2 to record busy greeting 1 to accept recording Press the * key when Issue 1

7 Remove your temporary greeting Then press done & then press the # key to exit. 2 to listen to the greeting & then either accept or: 3 to re record your greeting 3 to record your name 1 to accept recording Press the * key when done & then press the # key to exit. 2 to listen to the recording & then either accept or: 3 to re record your name 4 to record a temporary greeting (normally used as an away greeting played during absences). This greeting takes priority over the unavailable greeting. 1 to accept recording Press the * key when done & then press the # key to exit. 2 to listen to the greeting & then either accept or: 3 to re record your greeting 0 to select mailbox options. 4 to manage your temporary greeting. 2 to erase the temporary greeting Press the * key and then the 5 Issue 1

8 Listen to a new voice mail message Listen to previously saved voice mail message (when no new messages exist) Then press # key to exit. 1 to play new messages and then: 3 to select advanced options (as follows) 1 to send reply 3 to get envelope information 5 to repeat message 7 to erase message 9 to save to one of the following folders: 0 new folder 1 old folder 2 work folder 3 family folder 4 friends folder # to cancel * for help # to exit 1 listen to old messages 3 advanced options 1 to send reply 3 listen to envelope * to return to the main menu 5 repeat message 6 play next message (if one exists) 4 play previous message *for help # to cancel 2 to change folders: 0 new messages 1 old messages Issue 1

9 Change your password Then press 2 work messages 3 family messages 4 friends messages # to cancel 0 for mail box options See Record Greetings 0 to select mailbox options 5 to reset your password Enter your new 4 5 digit password followed by the # key. Re enter the password followed by the # key Press * key and then the # key to exit. Miscellaneous Dial *95 <extension> to leave a message on a specific extension s without calling the extension. Example: to leave a message for J. Smith on extension 2332, dial * Dial #3 <extension> to transfer an active call to a specific extension s voice mail box. Example: A caller dials your extension by mistake but the person he/she wants is out on vacation. They want to leave a message for the owner of voice mail box 2332 dial # Issue 1

10 Call Waiting This feature allows you to be notified when another call is coming in on your extension. Dial *71 to activate Call Waiting. The system plays an activated confirmation message. Dial *70 to deactivate Call Waiting. The system plays a deactivated confirmation message. Callers will hear a busy signal when the extension is in use. Call Transfer Call Transfer allows you to transfer an incoming call to another extension or external phone number with or without an announcement from you. Transferring Calls without Announcement Transferring to an Extension 1. Dial #1. 2. Wait for the transfer confirmation. 3. Dial the 4 digit extension, wait for the call to terminate on your phone screen and hang up the phone. Transferring to an External Number 1. Dial #1. 2. Wait for the transfer confirmation. Issue 1

11 3. Dial 1 plus the 10 digit phone number (e.g., ), wait for the call to terminate on your phone screen and hang up the phone. Transferring Calls with Announcements Transferring to an Extension 1. Dial *2. 2. Wait for the transfer confirmation. 3. Dial the 4 digit extension. 4. Announce the forwarded call and hang up. Transferring to an External Number 1. Dial *2. 2. Wait for the transfer confirmation. 3. Dial 1 plus the 10 digit phone number (e.g., ). 4. Announce the forwarded call and hang up. Call Pickup Call Pick Up allows you to pick up either the first call ringing on someone else s extension or a specific extension when more than one extension is ringing. Dial *21 to pick up a call coming in on someone else s extension. Dial *21 plus the extension to pick up a call coming in on a specific extension. Example: phones are ringing on extensions 2082 and You want to pick up the call on 2082 dial * Issue 1

12 Call Park Use this feature when you want to place a call on hold at one extension and have it picked up at a different extension. Note that you have 3 minutes to pick up the call placed on hold before it s returned to your extension. 1. Dial #2 to park the call. Listen carefully for the system to announce the position of the call in the parking lot you will need the position number if there are multiple calls set to park. 2. To pick up a parked call: Dial *221 to un park the first call found Dial *225 to un park a specific parked call if you do not know the position of the call that is parked. Wait for the system to announce the position of the call you want to pick up and then dial *225 and the position of the parked call. Example: you want to pick up the called parked at position # 3 dial *2253. Dial *229 to un park the last call in the parking lot. Issue 1

13 Conferencing This feature allows users to start or join an ongoing conference either from your extension or from an external phone number. Contact your administrator for the extension and/or external phone number needed to dial into a conference. If you need to schedule a call, contact your administrator to set up the schedule. Accessing the Conference Call To access the conference call: 1. Dial the 4 digit extension provided to you. If you are dialing from an external phone then dial the 10 digit number provided to you. 2. When prompted, enter the conference number given to you followed by the # key. 3. When prompted, enter the PIN number followed by the # key. If you are a participant, enter the number given to you by the moderator. If you are the moderator, enter the PIN number given to you by your administrator. Participant Options Once you ve joined the bridge you have several options available to you that you may activate at any time during the call: Then press Access Options menu # Repeat Options (when you re in the options menu) 0 Quit Options menu # 11 Issue 1

14 Call Features & Voic Quick Start Guide Mute/unmute the call When you mute the call, other participants on the call will not hear you. When you unmute the call, participants hear you. Enable/disable new participant announcements When you disable new participant announcements, you won t hear when others have joined the call. When you enable the feature, you ll hear who s joined. Get a participant list This allows you to listen to the names of the people who have dialed into the call. Then press *1 Increase/Decrease call volume *7/*9 *2 *3 Conference Moderator Options As the moderator, you get all of the participant options plus the following: Add/Invite another participant Plays a recorded message until the system establishes the connection with the invited extension. If that person is unavailable then another message is played informing you that the contact person could not be reached. If you exceed the maximum number of allowable extensions then you will hear an announcement. Kick out all participants This removes all participants from the call except for you. Participants will hear a simple good bye message Then press 8 plus extension (ex: 82332) *30 Issue 1

15 Kick out last joined participants This removes the person who last joined the call. You will hear a message announcing that the last participant who joined was kicked out. The participant will hear a message indicating that he/she was kicked out of the conference. Lock the conference This prevents new participants from joining the call. Current participants will hear a message that the conference is locked. Participants won t hear anything. Unlock the conference Allows new participants to join the conference call a message is played informing the participants that the call was successfully unlocked. Mute all participants Participants will hear that the conference call has been muted. Unmute all participants A message is played to the participants informing them that the call has been unmuted. Then press *31 *21 *20 *11 *10 13 Issue 1

16 Extension Virtualization You can use your extension on another PBX phone. This feature works similarly to Call Forwarding. Once you virtualize your extension, the phone on your desk will stop ringing and won t allow outbound calls. Incoming calls to your extension will ring on the phone you virtualized. 1. Dial *30 plus your extension on the phone you wish to take calls on. Example: Your extension is 2332 you are sitting at a desk whose phone is extension From 2082, pick up the phone and dial * When prompted, enter your virtualization password that you set up in the user portal or that the administrator has set up for you. When you get back to your phone associated with your extension, repeat steps 1 and 2 above to remove the virtualization from the other phone. Do Not Disturb This feature allows you to block all incoming calls and play a customer announcement to callers. Caution: if you use this feature, make sure you turn it off when you want to start receiving calls. To turn Do Not Disturb on, dial *78. Wait for a confirmation message and then hang up the phone. To turn the feature off so that you can resume taking incoming calls, dial *79. Wait for a confirmation message and then hang up. Issue 1

17 Caller ID Management You may turn your caller ID on or off when you make calls. This works for external calls only. To turn the feature off, dial *85 and wait for the confirmation announcement. Your caller ID will be disabled until you turn the call back on. To turn Caller ID back on, dial *65. Dial Last Missed Call To call your last missed call, dial *66. Corporate Directory This feature allows you to search for a co worker and place a call to his/her extension. 1. Dial * When prompted, enter the first 3 letters of the person s first or last name. Example: enter DAV for David. 3. Press the 1 key if the system matches the person for whom you are looking, or: Press the * key to listen to the next match. The system connects you to the extension based on your entry. 15 Issue 1

18 Intercom/Paging The Intercom/Paging extension feature allows you to call several or all available extensions at the same time. The called extensions hear your announcements whether they pick up the phone or not. Note: This feature has been certified with many of our phones. Contact Net2Phone Support to verify that your phone works with this feature. Calling All Extensions Assigned to the Intercom Dial the intercom extension (example: 0001) Calling a Specific Assigned to the Intercom Dial the intercom extension plus the extension you wish to call followed by the * key (example: *). Calling a Specific Group of Extensions (User Group) Assigned to the Intercom Dial the intercom extension plus the group ID followed by the * key (example: *). Issue 1

19 Queue The Calling Queue feature is something commonly used in Call Centers. When activated, calls coming into a number are queued up and directed to the first available agent. There are 2 user types that have access to the queue the agent handling calls and the supervisor who can monitor and speak to the agent. All users (agents and supervisors) must dial into a queued call and enter their ID and password given to them by their administrator as follows: 1. Dial *96 to log into the queue. 2. When prompted, enter your password followed by the # key. Agent Options Once you have logged into the queue, you have the options described in the following table: Log out of the call This logs you out completely. To log back in again, you must dial *96 and enter your password. Temporarily remove yourself from the queue but not log out Dialing *26 and your extension removes you from the queue without needing to log out. Re enter the queue without your password Enter another queue The system prompts you for your agent ID and password enter the ID and password supplied to you by your administrator. Exit the other queue Then press *98 *26<your ext> *28<your ext> *97 *98<your ext> 17 Issue 1

20 Allows you to exit the other queue and return to the queue you initially dialed into Then press Queue Supervisor Options The queue supervisor has all the agent options plus those described in the following table once logged into the queue: Monitor an active queue conversation Make sure to dial the queue s extension for which you want to monitor. Example: if you want to listen in on the calls coming into a queue on extension 822 then dial * Speak to the agents on the queue The system connects you to the active agent that answered a call last. If you want to move to the next available agent then you must dial *. Then press *999 <ext> *998 <ext> Issue 1