South College VOIP Phone Training

South College VOIP Phone Training Some of the components of your new telephone system are Cisco IP phones (Series 7945/7962), Call Manager and Unity Express Voice Mail. Some employees will have 7945/7962 sets that have 2 line or 6 line/service buttons. The 7945 and 7962 sets have a central Navigation button with up and down arrows used to scroll through the features on the LCD screen. However, it should be noted that only one call can be active at any given time. The following instructions are designed to familiarize and assist you in using your new Cisco IP telephones. 1

Adjusting Angle of Phone Base 7945/7962 Depress the footstand button on the right side of the phone while lifting up or pressing down the phone base. Adjusting Contrast 7945/7962 Press Settings (lower right section of base) and select Contrast. (If you have an expansion module, choose 1 for Base Phone or 2 for Expansion Module, adjusting each component separately). Press Up or Down soft keys to adjust. Press OK to save changes. Press Exit twice to return to the call activity screen. Adjusting Volume and Ringer 7945/7962 To adjust ringer volume, press Volume button while the handset is in the cradle. NOTE: Volume settings for handset, headset and speakerphone must be adjusted separately while in use; then press the Save soft key. Adjusting Ringer Types 7945/7962 Press Settings 1. Press 2 on the keypad. Each line on your phone may be set to a different ring type. 2. Select the desired line. 3. Use Navigation button to scroll through ring types (press Play soft key to hear selected ring type). 4. Choose desired ring type and press Select soft key. 5. Press OK to save changes. 6. Press Exit twice to return to the call activity screen. HELP 7945/7962 Press the? button once, then press any button or soft key. You may also highlight a feature in the Directories, Settings or Services menu, then press the? button twice quickly. Placing a Call 7945/7962- A call may be placed by: 1. Lifting the handset and dialing the number. 2. Dial the number, and then press the Dial soft key. 3. Press the line button for your extension, then dial the number. 4. Press the Speaker button, then dial the number. 5. Press the New Call soft key, and then dial the number. 6. If you are using a headset, press Headset and then dial the number. 7. If you have established speed-dial numbers, press a Speed-Dial button. 8. If you have selected a number from your directory, press the Dial soft key. Dialing Plan Local Calls: Dial 9 plus the local number. Long Distance: Dial 9, plus 1, plus the area code, followed by the number. Note: If using authorization codes, you will be prompted at the end of dialing with 2 beeps. At this time you will enter your code. Internal: Dial the 4-digit extension number. Emergency Calls: Dial 9, 911 or 911. 2

Answer a Call 7945/7962 To answer a call, you may: 1. Lift the Handset or press End Call soft key. 2. If using a headset, press the Headset button. 3. To use the speakerphone, press the Answer soft key or the Speaker button. End a Call 7942-7962 Use one of the following methods to end a call: 1. Hang up the Handset. 2. If using the headset, press the Headset button or the End Call soft key. 3. If you are using the speakerphone, press the Speaker button or the End Call soft key. Redial a Number 7945/7962 Use one of the following methods to redial the most recently dialed number: 1. Lift the handset and press the Redial soft key. 2. Press the Redial soft key to dial using the Speakerphone. Hold & Resume 7945/7962 To place a call on Hold, press the Hold soft key and hang up. To return to the call on hold, use the Resume soft key. If multiple calls are on hold, use the Navigation button to select the desired call before you press Resume, or press the blinking Line button of the call you want active before you press Resume. Note: There is not a fixed Hold button on the 7945 or 7965 IP Phone. Hold can be accessed through the soft key only when there is an active call. Manage Call Waiting 7945/7962 If you are on a call when a second call comes in, you will hear a call-waiting tone or see a flashing indicator light on the handset rest, depending on the configuration of your phone. To answer the new call on the same line: 1. Use the Navigation button to select the call. 2. Press the Answer soft key to answer the call. The call on the other line will automatically be placed on hold. To return to the original call: 1. Use the Navigation button to reselect the call. 2. Press the Resume soft key to reconnect to the call. For calls on a separate line: Press the Line button for the incoming call. The call on the other line will automatically be placed on hold. To return to original call: Press the Line button associated with original call. 3

Speakerphone Mute 7945/7962 While on a call, press the Mute button: (toggles on/off). The Mute button light indicates the other party cannot hear you (audio input for your handset, headset, speakerphone, and external microphone is muted). Call Logs/Directories 7945/7962 Press the Directories button to access logs of Missed, Received, and Placed calls. Once the desired entry is located, you may select the Dial soft key to place the call. A maximum of 100 records is stored in each of these logs. Corporate Directory will allow a search for a listing by entering the letters with your keypad. (You can search using a partial name.) To dial from a listing, select the call record and go off-hook. To view all records, press Search. To page through the Directory listings, press More, followed by the Next soft keys. Call Forward 7945/7962 To call forward your phone to another extension, press CFwdALL soft key and enter target extension. You will hear a short beep and a forwarded message will show on your phone directory. To cancel the call forward, press the CFwdALL soft key. The Forwarded To displayed number disappears. Transfer Calls > Blind and Consult Transfer 7945/7962 To transfer a connected call, press the Transfer soft key and enter the target extension. You may press Transfer again immediately when you hear the call ringing to release the call to the recipient ( blind transfer ). You may wait for the transfer recipient to answer to confirm the recipient will accept the call ( consult transfer ). At that point, the caller cannot hear discussion between you and the transfer recipient. If the recipient accepts the transferred call, press Transfer again. If the recipient is unable to accept the call, press Resume to return to the original call ( consult transfer ). NOTE: In the event that calls are unanswered during a Transfer attempt, you may offer the caller the option of being transferred to the recipient s mailbox. To Transfer a call directly to voice mail: 1. During the call, press the Transfer soft key. 2. Press * 3. Enter the extension to which you want to transfer. 4. Press Transfer 4

Call Pick Up (Optional) 7945/7962 If you share call-handling responsibilities with co-workers, PickUp will allow you to answer a call that is ringing on a co-worker s phone by redirecting the call to your phone. To answer a call that is ringing on another extension within your call pick up group, press More, then, press PickUp. This transfers the ringing call to your telephone. (Your telephone will begin ringing.) Then press the Answer soft key to connect to the caller. Conference Calls 7945/7962 To place a conference call: 1. Establish the first call and press more soft key. 2. Press Confrn soft key (call is automatically placed on hold and dial tone is given to add the next party to the conference call). 3. Enter conference participant s phone number. 4. After the call connects and you have spoken to the conference participant, press Confrn again to add the new party to the call. 5. Follow this procedure to add each participant. NOTES: Six connections, including the initiator, are the maximum number of connections allowed in a conference call. Participants are unable to piggyback additional connections. Only the initiator of the call is allowed to add or remove conferees from the call. To view and remove conference participants: 1. To view participants, press ConfList. Participants are listed in the order in which they join the conference with the most recent additions at the top. 2. While viewing the conference list, the person listed at the bottom with an asterisk next to the name is the conference initiator. 3. The conference initiator may remove a participant by highlighting the participant s name and pressing the Remove soft key. To end a conference call, hand up or press EndCall. 5

Unity Express Voice Mail First Time Enrollment in Unity Express Voice Mail The first time enrollment conversation plays automatically when you call Cisco Unity Voice Mail for the first time. Cisco Conversation will easily guide you through the process of: Making a recording of your first and last name. Record a greeting that outside callers hear when you do not answer your phone. Change your phone mailbox password. Choose whether to be listed in the directory. (When you are listed in the directory, callers who do not know your extension can reach you by finding your name in directory assistance.) Note: The default password during first time enrollment is 369369#. Simply listen carefully to Cisco Conversation and respond as prompted. You will find setting up your mailbox quite easy. 6

Access Unity Express Voice Mail Remember, you must enroll in Unity Voice Mail before you can check your voice mail messages!! To access your voice mail from your phone, press the Message button (Speaker will be activated) or list the handset and press the Message button. Enter your password followed by #. Note: Listening to voice mail messages on the speaker could be disruptive to those sitting closely in your work area. To access your voice mail from an external phone: 1. Dial your phone number. 2. When you hear your voice message press *. 3. When prompted to enter your ID, enter your 4-digit extension number, followed by #. 4. Enter your voice mail password followed by #. OR If your phone is forwarded to voice mail or programmed to forward to voice mail when busy or unanswered you may: 1. Dial your own 7-digit telephone number. 2. When you hear a voice message press *. 3. When prompted to enter your ID, enter your 4-digit extension number, followed by #. 4. Enter your voice mail password followed by #. To access your voice mail internally from someone else s telephone or if you have a mailbox only without a telephone: 1. Press the Message Key. 2. Press *. 3. When prompted to enter your ID, enter your 4-digit extension number, followed by #. 4. Enter your voice mail password followed by #. Greeting Types Alternate Greeting Overrides all greetings Standard Greeting Always plays unless it is overridden by another greeting. Recorded Greeting Options: Login to voice mail. Press 4 1. After you listen to your current greeting, select one of the following: Press 1 to Hear and Re-record greeting (press # when finished recording) Press 2 to Enable or Disable alternate greeting Press 3 to Record or Edit a different greeting (Alternate, Busy, Internal, Standard) Press 4 to Review all of your greetings Press 0 for Help Press * to Exit To Change Your Password Login to voicemail. Press 4 3 1. Enter your new password and press #. Re-enter your new password and press # to confirm. To Change Your Recorded Name 7

Login to voicemail. Press 4 3 2. At the tone, record your name or press * to keep the current recording. When finished, press #. To Check Messages Login to voice mail. Press 1 to hear new messages. Press 3 to review old messages, then press 1 to hear saved messages. While Listening to Messages Press 1 to Restart message Press 2 to Save message Press 3 to Delete message Press 4 to Slow Playback Press 6 to Fast Playback Press 7 to Rewind (5 seconds) Press 8 to Pause Press 9 to Fast Forward (5 seconds) Press # to go to End of Message After Listening to Messages Press 1 to Replay message Press 2 to Save message Press 3 to Delete message Press 4 to Reply to message Record message, press # when finished Press # to send message or press 1 for message options; then press # Press 5 to Forward message Follow Cisco Unity conversation to forward message. Press # # to switch number entry Press 2 to record introduction Press # when finished Press # to send message or press 1 for message options; then press # Press 7 to Rewind (5 seconds) Press 9 to Play Message Properties Convenience Feature To Transfer a Call Directly to Voice Mail: 1. During a call, press the Trnsfer soft key. 2. Enter * and the mailbox number you wish to transfer to. 3. Press Trnsfer. Note: Caller is connected to the greeting of the mailbox subscriber. 8

Voice Mail Guidelines Messages: Voice mail should be checked at the earliest convenience, upon returning from an absence or upon notification that messages are waiting. For traveling employees, voice mailboxes should be checked a minimum of three times per day. Calls should be returned within the same business day whenever possible; within 24 hours is acceptable when circumstances dictate. Returning calls promptly increases your callers willingness to leave a message. Greetings: Outgoing greetings should be updated to reflect the employee s current status. Traveling employees may record a weekly greeting describing that week s activities. Employees on vacation or sick leave should record a message that indicates the planned date of return. Greetings that include a time reference strengthen the credibility of the system and will increase confidence that the call will be returned. Greetings should be professional. Profane or obscene language will not be tolerated. Examples of appropriate greetings are included in this handout. Mailbox Security (passwords): Mailboxes should always be password protected. Your password is created when you first initialize your mailbox. Your mailbox password can be changed at any time. Keep your password in a safe place and avoid giving it to co-workers. Choose a password that is easy for you to remember but hard for others to guess. Avoid frivolous passwords such as 1234 or 1111. Depending on your voice mail system, your password is usually between 4 and 16 digits in length. Your mailbox password is used to keep your voice messages private. If someone else knows your password, they can access your mailbox and listen to or delete your messages. They may also be able to access your voice mail system and use it fraudulently. As a courtesy to others, unless you have a private office, do not listen to voice mail messages on the speakerphone. It is recommended that you change your mailbox password on a regular basis, for example, every 60 to 90 days. Your company may choose to extend the time between password changes. By changing your password regularly, you decrease the likelihood that someone will discover your password, and if someone does, that password would only work for a limited period of time. Custom Operator Assignment: If you elect to include the 0 out option in your greeting, it is important that you keep the 0 out destination current. Having the 0 out option will give your callers the option to speak with one of your assistants or colleagues. Mailbox Maintenance: Messages should be deleted as soon as the information is no longer useful. Failure to delete messages in a timely manner will result in a full mailbox which will result in restrictions as to what you can do while logged in to voice mail. Improper mailbox maintenance could result in loss of use. 9

Voice Mail Greetings Examples Basic Standard Greeting: Hello, this is (Your Name) with (Your Company Name). Today is (Day of Week and Day of Month). I am in the office today, however, I must be on my phone or away from my desk. At the sound of the tone, please leave your name, number, and a brief message and I will return your call as soon as possible. (Optional) If you need immediate assistance, please press 0 and your call will be directed to someone that can help you. Thank you for calling. Temporary/Alternate Out of the Office Greeting: Hello, this is (Your Name) with (Your Company Name) and this message is for (Day of Week, Day of Month). I will be away from my office this morning from 8:30 until 11:00 to attend a meeting. Please leave your name, number, and a brief message and I will call you back upon my return. (Optional) If you need immediate assistance, please press 0 and your call will be directed to someone that can help you. Thank you for calling. Extended/Alternate Out of the Office Greeting: Out of office alert. Hello, this is (Your Name) with (Your Company Name). This message is for the week of (Month and Day). I ll be out of the office all day on Monday and Tuesday, but will return by noon on Wednesday. I ll be in the office the remainder of the week. I ll be checking messages regularly so please leave a brief message and I ll return your call at my earliest opportunity. (Optional) If you need immediate assistance, please press 0 and your call will be directed to someone that can help you. Thank you for calling. Vacation/Alternate Greeting: Vacation Alert. Hello, this is (Your Name) with (Your Company Name). I will be on vacation from (Month and Day) until (Month and Day) and will not be checking messages. If your message is of an urgent nature, please press 0 and your call will be directed to someone that can help you. If you prefer to leave a message, please do so at the sound of the tone and I will return your call upon my return on (Month and Day). NOTE: Starting your greeting with Vacation Alert or Out of Office Alert will encourage callers to listen to your entire greeting. Many callers are aware that they can press # at the beginning of a greeting to skip to the sound of the tone. This short-cut can result in callers not being informed of your current status. 10