Welcome to Cisco s IP Telephony Phone and Voice Mail Training
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1 Welcome to Cisco s IP Telephony Phone and Voice Mail Training Last Updated: June 2010
2 Features and Benefits Full-feature Telephone Provides voice communication over your Data network Phone number moves with the phone Some features of the IP Phone are: Call Forwarding Redialing Interactive Directories Conference Calls Voice Mail
3 Understanding Buttons and Hardware Phone Screen Phone Lines Handset light Strip Foot stand button Messages Button Directories Button Help Button Settings Button Services Button Volume Button Soft Keys Key Pad Navigation Headset Button Mute Button Speaker Button
4 General Dialing Info Dial 9 for an outside line Dial 1 then the area code and number for Long Distance access 10-digit local dialing 4-digit dialing will be utilized to dial within your company 9,911 for Emergency
5 Soft Keys Displays the feature you need - only when you need it Less buttons bigger screen More intuitive
6 Topics Foot Stand adjustment Placing a Call Answering a Call Ending a Call
7 Adjust the Foot Stand 1. Push in the foot stand adjustment button on the righthand side of the phone 2. With the button depressed, adjust the footstand to the desired height 3. Release the footstand adjustment button Note: The footstand should move freely and not click. If it clicks, press the button further in.
8 Placing a Call Lift the Handset and dial the number Press the Speaker button and dial the number Press the Headset button and dial the number Press the NewCall soft key and dial the number Dial the number, then lift the Handset
9 Answering a Call Lift the Handset Press the Answer soft key Press the Speaker button Press the Headset button
10 Ending a Call Hang up the Handset Press the EndCall soft key Press the Speaker button Press the Headset button
11 Muting a Call 1. During a call, press the Mute button 2. To return to the call, press the Mute button again Note: When in Mute, you can hear the caller, but the caller cannot hear you. This is especially useful for conference calls.
12 Topics Soft Keys Forwarding all Calls Placing a Call on Hold Transferring a Call Parking a Call Placing a Conference Call Call Pickup Redialing the Last Number DND Do Not Disturb IDivert Immediate to VMail
13 Forwarding all Calls 1. Press the CFwdAll soft key 2. Dial the number to which you want to forward all calls Press the Messages key to forward to Voic Dial 9 for outside numbers 3. To cancel the forwarding of all calls, simply press the CFwdAll soft key Note: An animated icon in the upper right corner of the display will indicate that your phone is forwarded
14 Placing a Call on Hold 1. During a call, press the Hold soft key 2. To return to the call, press the Resume soft key Note: When you have two calls on hold, you can alternate between callers by using the Scroll key to highlight the desired caller and pressing the Resume soft key. This will automatically put the other caller on hold and resume the desired call.
15 Parking a Call 1. During a call, press the More soft key, then Park 2. Make note of the displayed 4-digit Call Park number 3. The parked call can be retrieved at any phone within your group by dialing the 4-digit Call Park number 4. If the call is not picked up, it will revert back to you
16 Transferring a Call 1. To transfer a call to another phone, press the Trnsfer soft key (This will put the caller on hold automatically) 2. Dial the 4-digit internal extension number to which you are transferring the call 3. When you hear ringing press Trnsfer again (blind), or when the party answers announce the call and press Trnsfer (supervised) 4. Your participation in the call ends when you press Trnsfer the second time
17 Ad Hoc Conference Calls 1. During a call, press the More soft key and then the Confrn soft key. This opens a new line while placing the other party(ies) on hold 2. Place a call to another party - inside or outside your company 3. When the call connects, announce the conference and press the Confrn soft key again to add this party to the call 4. Repeat the above three steps to add each additional caller
18 Ad Hoc Conference Call Notes Up to five conferees can be on one call Only the conference call initiator can add more conferees If you have two or more conferees already on the call and they are on hold while you are adding more participants, those conferees will be able to talk to each other while waiting to for the conference call to start. When the conference call initiator hangs up, the conferees are still able to talk to each other. This can be an issue if you have a long distance conferee on the call. The company incurs long distance charges as long as that conferee is still on the call with any other conferee.
19 Using Call PickUp 1. If an unattended phone rings within your call group press a Line key or pick up your Handset 2. Then press the More soft key, followed by the PickUp soft key 3. The call will then be presented to your phone. Based on caller ID information, you decide whether or not to continue the pickup by pressing the Answer soft key 4. The call will then be transferred to your phone. Make sure to identify yourself to the caller! Note: If more than one phone is ringing within the call group, multiple calls will be presented when PickUp is used
20 Redialing Lift the Handset and press the Redial soft key -- OR -- Press the Redial soft key to place the call by Speakerphone Note: Some phones are in common areas and used by other employees. Be sure the number being redialed is the number you intend to redial.
21 DND Do Not Disturb Press the DND soft key to set the Do Not Disturb Feature DND Softkey is a Toggle Feature. Press the DND soft key again to disable the Do Not Disturb feature Note: Do Not Disturb simply prevents the phone from Ringing. The call is still presented to the phone and the light flashes.
22 I Divert Immediate Divert to Voic IDivert Softkey immediately stops the phone from ringing and sends the caller directly to your voic box. Note: IDivert can also be used when you are on an active call by pressing IDivert softkey and sending the caller directly into your voic box.
23 Topics Accessing Online Help Using Call History Making Calls from the Corporate Directory Accessing Voice Mail Setting Up Voice Mail
24 Accessing Online Help Press the blue? button and then press any soft key on the display or any button on the phone to show help for that soft key or button Press the? button twice quickly to display more information about ways to use the? button itself
25 Using Call History 1. Press the Directories button to display the directory menu 1. Missed Calls 2. Received Calls 3. Placed Calls 2. Use the Scroll key to highlight the desired history, then press the Select soft key (you may also press the associated menu number) 3. Use the Scroll key to highlight the desired number, then press the Dial soft key to place the call Note: You must use the EditDial soft key to add a 9 for an outside line
26 Corporate Directory 1. Press the Directories button to display the directory menu 5. Corporate Directory 2. Press the 5 button or use the Scroll key to highlight the Corporate Directory then press the Select soft key 3. Use the Scroll key to highlight the desired number then press the Dial soft key to place the call Note: You can also highlight the phone number and lift the handset --the call will be placed automatically Note: Option 4 is an add-on feature and not covered in this training
27 User Web Page Accessed via your computer s web browser. The URL is provided by your IT Department administration You will need to enter the URL of the User Page into the address bar on your Internet Explorer browser, then press the enter key Login with the User ID and Password provided by your IT Department administration Use this page to: Change your user web page password (recommended) Forward your calls to a different number Add/Update Speed Dials
28 Topics Changing the Handset Volume Changing the Speaker Volume Changing the Headset Volume Changing the LCD Contrast Changing the Ringer Type Adjusting the Ringer Volume
29 Volume Adjustments 1. During a call, press the Volume button to increase or decrease the volume of your Handset, Speakerphone, or Headset 2. To save the volume setting, press the Settings button, then press the Save soft key Note: You can also adjust the volume while on a call without saving them. This is useful for exceptional loud or soft-spoken callers.
30 Changing LCD Brightness 1. Press the Settings button 2. Use the Scroll keys to highlight option 1. User Preferences and Press the Select Softkey or- Press the number 1 at main menu. 3. Select option 4 Brightness in the User Preferences menu 4. Press the Up or Down soft keys to set the LCD contrast 5. Press the Save soft key to set your brightness level
31 Changing Ring Type 1. Press the Settings button 2. Use the Scroll keys to highlight option 1. User Preferences and Press the Select Softkey or- Press the number 1 at main menu. 3. Select option 1 Rings in the User Preferences menu 4. Press the Scroll down key to highlight your extension number and Press the Select Softkey 5. Press the Play soft key to hear a sample of the ring type, you may scroll up and down to select different ring tones. 6. Press the Select soft key, then the SAVE soft key to select the preferred ring type 7. This has changed your default ringtone
32 Adjusting Ring Volume 1. While the phone is not on a call, press the Up or Down Volume buttons to hear a sample ring 2. As the ring plays, press the Up or Down Volume buttons to adjust the volume to the desired level
33 Dialing 911 Emergency Assistance 1. Dial "9" for an outside line, then dial "911" 2. As soon as the phone system sees the entry, it will auto-dial the outbound call 3.!! IMPORTANT!! If you inadvertently dial 9.911, or have mistakenly dialed an outside call that started with 9.911, DO NOT HANG UP without telling the emergency center dispatcher that you mistakenly dialed 911 and that THERE IS NO EMERGENCY 4. Hanging up before a dispatcher comes on the line still results in an emergency responder coming to your company unnecessarily
34 Questions? This completes the Cisco IP Phone Training part of the class If you do not have Voice Mail you are free to go.
35 Voic Notification The red Message Waiting Indicator on the handset lights up when you have a voic message The display shows the number of messages you have waiting
36 Accessing Voic Voic accounts are assigned by your manager/supervisor From your desk phone press the Messages button Enter your password followed by the # key From other phones within your company - Press any phones messages button Interrupt or bypass the greeting by pressing the * key Enter your extension number followed by the # key Enter your password followed by the # key Note: The new voic system works like most major voice mail systems, including cell phone voic
37 Voic Setup You must do this the first time you access the Voic system. This sets up the general greeting. (Custom greetings can be added later.) Enter the default user password (246810) Record your name, then press # to end the recording Record your personal greeting, following your companies guidelines, then press # to end the recording Set your personal password. This cannot be your phone number or the default user password and should not be set to anything trivial (i.e. 1111)
38 Primary Voic Menu To Hear New Messages Press 1 To Send New Messages Press 2 To Review Old Messages Press 3 To Access Setup Options Press 4
39 Message Options Press To Repeat a Message 1 To Save a Message 2 To Delete a Message 3 To Reply to a Message 4 To Forward a Message 5 To Mark a Message a New 6 Move Backward in a Message 7 To Pause a Message 8 To Hear a Message Summary 9
40 Sending an Internal Voic Message From the Primary Menu, press 2 to send a message Enter the letters of the employee s last name, then press # (or) To switch between letter and number entry, press ##. Enter the employee s 4-digit extension number, then press # Record your message, then press # For Message Options, press 1 Change Addressing Change Recording Special Delivery Review Message To Send the message, press #
41 Voic Setup Options & Shortcuts Press From the Primary Menu 4 Change Greetings 1, 1 Change Call Transfer 1, 2 Change Passwords 3, 1 Change Recorded Name 3, 2 Note: These are shortcuts to bypass the voice prompts. Picking up the phone and dialing these numbers will not produce the desired results. You must be within the voic system.
42 Questions? This completes the voice mail training session. Any Questions?
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