Telego User Guide August 2011 Issue 1 Software Release 1.2
Copyright, Trademarks, and Legal Disclaimers 2011 Telego Telego, the names of Telego products, and Telego logos are trademarks owned by Telego. All other product names and names of enterprises are the property of their respective owners. Telego reserves the right to revise and change this document at any time, without being obliged to announce such revisions or changes beforehand or after the fact. Texts, images, and illustrations and their arrangement in this document are subject to the protection of copyrights and other legal rights worldwide. Their use, reproduction, and transmittal to third parties without express written permission may result in legal proceedings in the criminal courts as well as civil courts. When this document is made available on Telego's web page, Telego gives its permission to download and print copies of its content for the intended purpose of using it as a manual. No parts of this document may be altered, modified, or used for commercial purposes without the express written consent of Telego Although due care has been taken in the compilation and presentation of the information in this document, the data upon which it is based may have changed in the meantime. Telego, therefore, disclaims all warranties and liability for the accurateness, completeness, and currentness of the information published, except in the case of intention or gross negligence on the part of snom or where liability arises due to binding legal provisions. Telego, Release 1.2
Table of Contents Chapter 1. Overview.... 1 Revision History.... 1 Audience.... 1 Document Organization.... 1 Chapter 2. Using the Polycom Phone.... 3 Phone Tour.... 3 Customizing Your Phone.... 7 Adjusting the Time and Date.... 7 Adjusting the Display Contrast... 8 Setting the Headset Memory Mode.... 8 Changing the Incoming Ring Tone.... 9 Adjusting the Call Volume.... 9 Adjusting the Ringer Volume.... 9 Muting the Microphone....10 Placing a Call....10 Using the Handset:....10 Using Hands-Free Speakerphone Mode:....10 Using the Headset....10 Answering a Call....11 Answering When Not in Another Call....11 Answering When in Another Call....12 Ending a Call....14 Redialing a Number....14 Redialing the Last Dialed Call....14 Redialing a Previously Dialed Call....14 Putting a Call on Hold....15 Holding a Single Call....15 Holding Multiple Calls on a Single Line Key....15 Holding Calls on Multiple Line Keys....16 Using the Phone Directory....16 Searching for a Contact....16 Conferencing....17 Setting up a Conference (when not in an active call)....17 Setting up a Conference (when in an active call)....18 Issue 1, October 2011 iii
Telego PBX User Guide, Release 1.2 Ending a Conference....19 Transferring Calls....19 Consultative Transfer....19 Blind Transfer....20 Attended Transfer....21 Forwarding Calls....21 Static Forwarding....21 Dynamic Forwarding....22 Forward a Call Directly to Someone s Voicemail....22 Enabling Do Not Disturb....23 A Single Line....23 Multiple Lines....24 Instant and Text Messaging....24 Instant Messaging From the User Portal....24 Text Messaging From the Phone....25 Multiple Lines....26 Multiple Call Appearances....26 Managing Incoming Calls....27 Distinguishing Calls....28 Rejecting Calls....28 Diverting Calls....29 Call Lists....30 Chapter 3. Using Star Codes.... 33 Overview....33 What are Star Codes?....33 Basic Star Codes....35 Redial a Number (*66)....35 Call Return (*69)....35 Intercom (*90)....35 Transferring Calls....36 Transfer Calls....36 Transfer a Call Directly to Someone's Voicemail....37 Call Park (*85) and Call Park Retrieve (*86)....37 Call Pickup (*87)....38 Conferencing....39 Conference (*53)....39 Anonymous Calls....40 Block Your Caller-ID (*67)....40 Issue 1, October 2011 iv
Table of Contents Reject Anonymous Calls (*88)....41 Forwarding Calls....41 Hot Desking (*70)....41 Call Forward All Calls (*71/*72)....42 Call Forward on Busy (*73/*74)....43 Call Forward on No Answer (*75/*76)....43 Set "Do Not Disturb" (*78)....44 Forward Calls to Domain Account (*80)....44 Call Center Features....45 Agent Log in/log out (*64/*65)....45 Call Barge-In (*81)....46 Call Teach Mode (*82)....46 Call Listen-In (*83)....46 Miscellaneous....47 Show Account Balance (*61)....47 Wakeup Call (*62)....47 Request Call Details (*63)....47 Clean up an Extension (*84)....48 Add Contact to White List (*91)....48 Add Contact to Black List (*92)....48 Record Phone Calls (*93/*94)....48 Chapter 4. Using the Web Interface.... 51 Overview....51 Logging in....51 Configuring Your Settings....53 General Settings....54 Redirection Settings....57 Mailbox Settings....61 Email Settings....63 Buttons....65 Instant Message....65 Call Lists and Address Book....66 Listen to Your Messages....66 View Missed Calls....67 View the Call Log....67 Personal Address Book....68 Domain Address Book....72 Checking the Status of Your Extension....73 Issue 1, October 2011 v
Telego PBX User Guide, Release 1.2 Chapter 5. Voicemail System.... 75 Overview....75 Setting up Your Voicemail Account....76 Change Your PIN....76 Record Your Name....76 Record a Personal Welcome Message....76 Listening to Your Messages....77 From Your Phone....78 From Your Cell Phone....78 From an Outside Phone...78 From the Web Interface....78 Forwarding a Message....79 Leaving Voicemail Messages....79 Composing a New Message....80 Recording Personal Greetings....80 Hearing Your Personal Greetings....81 Advanced Features....81 Send a Voicemail Message Without Ringing Extension(s)....81 Transfer a Call Directly to Someone s Voicemail....82 Listen to Voicemail on Cell Phone....82 Receive Voicemails on Email Account....82 Voicemail Notification....82 Via Email....82 Via Cell Phone....82 Voicemail Feature Codes....83 Send Voicemail to Email Account (*95/*96)....83 Go to Voicemail (*97)....83 Go to Group Mail (*97)....84 Set up Your Voicemail Box (*97)....84 Clear Message Waiting Indicator (*99)....84 Chapter 6. Cell Phones.... 85 Overview....85 Cost Savings....86 Callback....87 Calling Card Account....87 Configuring Your Cell Phone....88 Add a Cell Phone to Your Account....88 Issue 1, October 2011 vi
Table of Contents Safeguard Against Loss-of-Signal Events....90 Set Time-of-Day and Holiday Routing....90 Ring My Cell Phone When Voicemail Arrives....90 Feature Codes....91 Retrieve Call From Cell Phone (*51)....91 Move Current Call to Cell Phone (*52)....92 Bring an Unscheduled Party into a Scheduled Conference (*53)....92 Call Cell Phone of the Extension (*00)....93 Personal Virtual Assistant....93 Chapter 7. Faxing.... 95 Installing vfax Client....95 Logging In....99 Sending a Quick Fax (No Cover Page).... 100 Sending a Custom Fax.... 100 Contacts List.... 103 Changing Your Company Header.... 104 Support.... 104 Glossary of Terms and Abbreviations.... 105 Index....107 Issue 1, October 2011 vii
Telego PBX User Guide, Release 1.2 Issue 1, October 2011 viii
Chapter 1 Overview The Telego PBX User Guide introduces you to your new Telego Communications phone system. The components discussed in this guide are as follows: Polycom 550 IP phone The Telego phone system has many additional features over a traditional phone system. Telego Communications web interface The web-based user interface (UI) allows you to manage the features and settings of your Telego phone system. Virtual Network Fax The vfax allows you to send and receive faxes from your computer. Revision History This is the first issue of the Telego PBX User Guide. Document Issue Date Reason for Issue Issue 1 August 2011 New for Release 1.2 of the Telego Communications System Audience This guide is intended for anyone new to using a TeleGo Communications System. Document Organization This document is organized according to the following chapters: Chapter Topic Chapter 1, Introduction Introduces you to the system and provides login information. Chapter 2, Using the Polycom Shows you how to use Polycom phones. Phone Chapter 3, Star Codes Provides an overview of Telego s star codes. Chapter 4, The Web Interface Shows you how to configure your account from the Telego web interface. Issue 1, October 2011 1
Telego PBX User Guide, Release 1.2 Chapter Chapter 5, The Voicemail System Chapter 6, Cell Phones Chapter 7, Faxing Glossary Index Topic Shows you how to navigate and use the voicemail system. Shows you how to add a cell phone to your account and configure its settings. Shows you how to send and receive faxes from your computer using vfax. Lists terms and abbreviations that are used throughout this guide Allows you to navigate the tasks and topics that are mentioned throughout this guide. (All tasks and terms have been hyperlinked.) Issue 1, October 2011 2
Chapter 2 Chapter 2 Using the Polycom Phone This chapter provides an overview of the Polycom 550 IP phone. It shows you how to use both the basic features and the advanced features of this phone, as well as how to customize the phone. Phone Tour The Polycom 550 IP phone has two types of keys: Hard keys and soft keys. Throughout this manual, these keys are referred to as keys and soft keys, respectively. Key An actual key or button on the phone. The following image displays many of these keys: Soft key A key selection that appears on the phone display. Soft keys can be operated by pressing an actual key below the soft key, but their name will appear only in the phone display. In the image shown below, Exit is a soft key and is shown in the phone display: Issue 1, October 2011 3
Telego PBX User Guide, Release 1.2 These keys and other phone features are detailed below (Table 2-1 describes each key). Table 2-1. Polycom IP 550 Phone Features Key Description 1. Message waiting indicator Alerts you to incoming calls, new messages, and other events 2. Display control keys,,, and allow you to scroll through displayed information. Use Use to select a field of displayed data. to delete displayed data. Issue 1, October 2011 4
Phone Using Tour the Polycom Phone Key 3. Feature keys Directories Applications Description Access local directories and call lists. Access special applications (contact system administrator). Conference Transfer Redial Menu features. Messages Set up a local conference. Transfer current call to third party. Dial most recently dialed party. Access local (your phone) and global (your organization) Receive text and voice messages. Do Not Disturb Cancel ringing and direct incoming calls to your voicemail Mute audio transmission locally during calls. 4. Microphone mute Allows you to place and receive calls through an optionally connected headset. 5. Headset 6. Hands-free microphone Place your phone on a hard, flat surface for best results. Allows for hands-free communication during calls. 7. Speakerphone 8. Volume keys - + Use these to adjust the volume of the handset, headset, speaker, and ringer. 9. Dial pad These 12 keys provide the 10 digits, the 26 alphabetic characters, and special characters available in context-sensitive applications. 10. Soft keys The screen will display labels for these keys, to identify their contextsensitive functions. Holds an active call or resumes a held call. Hold 11. Hold 12. Speaker For ringer and hands-free audio output. 13. Hook switch Holds the phone in place. 14. Line/speed dial key Use these keys to activate up to four lines or speed dials that can be assigned to your phone. 15. Line indicators Individual multi-color LEDs display the dynamic call state and remote user status (busy lamp field [BLF] and presence). The mapping is: Solid green Active call is in progress. Fast flashing green An incoming (ringing) call. Flashing red The call is on hold. Solid red Line is busy remotely (shared lines). Issue 1, October 2011 5
Telego PBX User Guide, Release 1.2 Key Description 16. Line keys Use these keys to activate up to four lines or speed dials that can be assigned to your phone. The associated icons represent: Registered line Registered shared line Unregistered line VoiceMail/Messages Speed-Dial Ringing Call if progress with HD Voice Call Forward Do Not Disturb Conference Presence/BLF 17. Soft keys The screen will display labels for these keys, to identify their contextsensitive functions. 18. Graphic Display Shows information about calls, messages, soft keys, time, date, and other relevant data. Caller display information first party, second party, number of calls Information display line (in order of precedence, from highest to lowest) Popup text (like network errors) Missed call text or second incoming caller display Do Not Disturb text Prompt text (e.g., Enter number ) Time and date text (if idle display is not used for time/date display) Issue 1, October 2011 6
Customizing Using the Polycom Your Phone Phone Customizing Your Phone This section shows you how to customize the following settings: Time and date Display contrast Headset Memory Mode Ring type Microphone Volume settings Adjusting the Time and Date The default format of the time and date format appears in the following figure: Note: If the phone cannot obtain a time and date from the call server, the display will flash. If this occurs or if the time or date is incorrect, contact your system administrator. To disable the time and date: 1. Press the Menu key. 2. Select Settings > Basic > Preferences > Time and Date > Disable. To change the format of the time or date: 1. Press the Menu key. 2. Select Settings > Basic > Preferences > Time and Date. 3. Select from Clock Date, Clock Time, and Clock Order. 4. Scroll through the options under each selection using the and keys. 5. Press the Select soft key to confirm your choice. Issue 1, October 2011 7
Telego PBX User Guide, Release 1.2 6. To make changes to other date/time settings, press Back, or to return to the idle screen, press the Menu key. Adjusting the Display Contrast To adjust the display contrast, complete the following steps: 1. Press the Menu key. 2. Select Settings > Basic > Contrast. 3. Press the Up or Down soft keys to increase or decrease the display contrast. Note: You can also use the volume keys to increase or decrease the display contrast. 4. Press the Ok or Cancel soft key to accept or cancel changes. 5. Press the Menu key to return to the idle display. Setting the Headset Memory Mode This feature is especially useful for permanent or full-time headset users. To permanently enable the Headset Memory Mode: 1. Press the Menu key. 2. Select Settings > Basic > Preferences > Headset > Headset Memory. 3. Use the and keys to scroll down to Enabled. 4. Press the Select soft key. 5. Press the Menu key or the Exit soft key to return to the idle display. Issue 1, October 2011 8
Customizing Using the Polycom Your Phone Phone To activate Headset Memory Mode: Press twice. The headset key (bottom right of phone) or the headset icon (on the display) will flash. To place a call in Headset Memory Mode: 1. Activate headset mode if it s not already activated. 2. Press either the headset key, the New Call soft key, or the key. To receive a call in Headset Memory Mode: 1. If headset mode is already activated, just press the Answer soft key. 2. If headset mode is not activated, just press the headset icon. Changing the Incoming Ring Tone 1. Press the Menu key. 2. Select Settings > Basic > Ring Type. 3. If multiple lines are configured on your phone, first select the line to change from the list using the and keys. 4. Using the and keys, select the desired ring type. 5. Press the Play soft key to hear the selected ring type. 6. Press the Menu key to return to the idle display. Adjusting the Call Volume During a call, press - +. The system automatically saves and remembers your last settings. Note: After each call, handset and headset volume will return to a preset level, but the configuration can be changed by your system administrator. Speakerphone volume settings will be maintained across calls. Adjusting the Ringer Volume Press - +. The system automatically saves and remembers your last settings. Issue 1, October 2011 9
Telego PBX User Guide, Release 1.2 Muting the Microphone During a call, press. The key lights up, indicating that the other party (or parties) cannot hear you. Microphone Mute applies to all modes: Handset, Headset, and Hands-free Speakerphone. You can still hear all other parties while mute is enabled. To turn off Microphone Mute, press again. Placing a Call Using the Handset: 1. Pick up the handset. 2. Dial the desired number. Using Hands-Free Speakerphone Mode: 1. With the handset on-hook, press or the New Call soft key to obtain dial tone. 2. Dial the number. OR 1. With the handset on-hook, dial the desired number using the dial pad Using the Headset 2. Press or the Dial soft key. 1. With the optional headset connected, press or the New Call soft key to obtain dial tone. 2. Press. 3. Dial the desired number using the dial pad. OR 1. With the optional headset connected, dial the desired number using the dial pad. Issue 1, October 2011 10
Answering Using the Polycom a Call Phone 2. Press. To permanently enable your headset, refer to Setting the Headset Memory Mode. Answering a Call When you are not in another call, you can answer a call using three different methods: Using the handset Using the speakerphone Using the headset Note: If your phone is configured for multiple line keys per line (as shown below), refer to the section on Multiple Call Appearances for instructions on how to answer a call. A single line key is shown below: Answering When Not in Another Call In all cases, the active call will appear on the graphic display showing call duration and destination. To answer a call using the handset: Pick up the handset. Issue 1, October 2011 11
Telego PBX User Guide, Release 1.2 To answer a call using Hands-Free Speakerphone mode: Do one of the following steps: Press With the handset on-hook, press opposite the incoming call (where the line status indicator is flashing green). Press the Answer soft key. To answer a call using the headset: Press to answer the call through an optionally connected headset. If Headset Memory Mode is activated, press or the Answer soft key. Answering When in Another Call You are busy on an active call and a second incoming call arrives on the same phone number. If your phone is configured for a single Line Key per line: The second call will cause a call waiting tone to be played, the secondbline status indicator is fast flashing green, and an incoming call icon appears. Caller information for the incoming call appears on the graphic display. If your phone is configured for multiple Line Keys per line: The second call will cause a call waiting tone to be played, the second Line Key indicator to fast flash green, and an incoming call icon appears. Caller information for the second Line Key appears on the bottom line of the graphic display. If your phone is configured for shared lines: The second call will cause a call waiting tone to be played, the second Line Key indicator to fast flash green, and an incoming call icon appears on the second Line Key. Issue 1, October 2011 12
Answering Using the Polycom a Call Phone Note: If your phone is also configured for shared lines, the Reject soft-key is replaced by a Silence soft key and there is no the Forward soft-key. Pressing the Silence soft key will stop the ringing for that call. To answer an incoming call on a line configured for a single line key: Do one of the following steps: Press or the Hold soft key to put the original call on hold. Press to access the new call. Soft key labels are updated on the display showing Answer, Reject, and Forward. Answer the incoming call. This places the original call on hold and refreshes the soft key labels. Note: Incoming calls may be forwarded by pressing the Forward soft key. To answer an incoming call on a line configured for multiple Line Keys: Do one of the following steps: Answer the call by pressing associated with the second incoming call. The first call is put on hold and the second call is answered. Press or the Hold soft key to put the original call on hold. Soft key labels are updated on the display showing Answer, Reject, and Forward. Answer the incoming call. This places the original call on hold and refreshes the soft key labels. Note: Incoming calls may be forwarded by pressing the Forward soft key. To answer an incoming call on a shared line: Answer the incoming call. Press or the Hold soft key. Anyone on another phone configured to use the same shared line may take the call by selecting the Line Key associated with the on-hold call (represented by a flashing red LED). Issue 1, October 2011 13
Telego PBX User Guide, Release 1.2 Ending a Call To end a call, do one of the following: Press the End Call soft key. Replace the handset. Press if in hands-free speakerphone mode or if in headset mode. Redialing a Number Redialing the Last Dialed Call 1. Press the Redial key. A call to your last placed call is attempted. Redialing a Previously Dialed Call 1. Press from the idle display to access the list of placed calls. 2. Scroll through the list to find the specific call. OR 3. Press the Dial soft key. 1. Press Directories and select Call Lists > Placed Calls. 2. Scroll through the list to find the specific call. Issue 1, October 2011 14
Putting Using the a Call Polycom on Hold Phone 3. Press the Dial soft key. Note: These steps also apply to the Missed Call and Received Call lists. Putting a Call on Hold Holding a Single Call Important: Avoid putting a conference call on hold because the Hold feature typically generates music or a beeping tone. 1. During a call, press the Hold key or the Hold soft key. Hold will be indicated on the graphic display. 2. Press the Hold key again or the Resume soft key to retrieve the call. Holding Multiple Calls on a Single Line Key If multiple calls are on hold on a single line key: Issue 1, October 2011 15
Telego PBX User Guide, Release 1.2 1. Use the and keys to switch between the calls. 2. Press the Resume soft key to retrieve the desired call. If more than two calls are on hold on a single line key, an indication appears on the graphic display, for example 2/3 indicating that this is the second call out of three calls. Holding Calls on Multiple Line Keys If calls are on hold on more than one line key, the details of the calls on any line key can be viewed by pressing that line key and holding it down for a more than two seconds. If a Line Key is depressed for less than a second, the first call on hold on that Line Key will be retrieved. Using the Phone Directory To place a call using your phone s directory, complete the following steps: 1. Press Directories. 2. Select Contact Directory. 3. Use the and keys to find the contact. 4. Press the Dial soft key. The directory cannot be modified from the phone itself. Modifications and additions must be made from the web interface (see personal address book). Searching for a Contact To search for a particular contact: Issue 1, October 2011 16
Conferencing Using the Polycom Phone 1. Press the Directories key. 2. Select Contact Directory. 3. Press the More soft key, and then the Search soft key. 4. Using the dial pad, enter the first few characters of the contact s first or last name. 5. Press the Search soft key again to search for the contact. You can dial any successful matches from the resulting information on the graphic display. Conferencing Setting up a Conference (when not in an active call) 1. Call the first party. Note: You can either dial the phone number directly or search for the number in the Contact Directory or Call Lists. 2. Press the Conference key or the Confrnc soft key to create a new call. The active call is placed on hold. Issue 1, October 2011 17
Telego PBX User Guide, Release 1.2 3. Call the second party. 4. When the second party answers, press the Conference key or the Confrnc soft key again to join all parties in the conference. Splitting a Conference Call Press the Split soft key to split the conference. Both parties will be on hold. Setting up a Conference (when in an active call) With one call on hold and the other in an active call, do the following: 1. Press the More soft key. 2. Press the Join soft key. A conference is created with the active call, the call on hold and yourself. OR If you have more than one call on hold, press the and keys to switch to one of the calls on hold: 1. Press the Resume soft key. 2. Press the More soft key. 3. Press the Join soft key. A conference is created with the active call, the call on hold, and yourself. Issue 1, October 2011 18
Transferring Using the Polycom Calls Phone Ending a Conference Press the End Call soft key or hang up. The other parties will continue to be connected. Transferring Calls You can transfer a call using three different methods: consultative transfer, blind transfer, and attended transfer. Consultative Transfer The consultative transfer allows you to consult with the party who is receiving the transferred call before you actually transfer the call. 1. During a call, press the Transfer key or the Trnsfer soft key. The active call is placed on hold. 2. Do one of the following steps: Enter the number to which you want to transfer the call. Directories Press the key, select Contact Directory, use the and keys to access the number, and then press the Dial soft key. Directories Press the key, select Call Lists, select the appropriate list, use the and keys to access the number, and then select the Dial soft key. Press,, or to access the desired call list, use the and keys to access the number, and then select the Dial soft key. Issue 1, October 2011 19
Telego PBX User Guide, Release 1.2 3. As soon as the ringback sound is heard or after the party answers, press the or the Trnsfer soft key to complete the transfer. Transfer key Blind Transfer You can talk privately to the party to which you are transferring the call before the transfer is completed. If you are using a handset, the transfer can be completed by putting the handset on the cradle. To cancel the transfer before the call connects, press the Cancel soft key. With a blind transfer, the call is automatically transferred after you dial the number of the receiving party. 1. During a call, press the 2. Press the Blind soft key. Transfer key or the Trnsfer soft key. 3. Do one of the following steps to transfer the call: Enter the number where the call will be transferred. Press the Directories key, select Contact Directory, use the and keys to ac- Issue 1, October 2011 20
Forwarding Using the Polycom Calls Phone cess the number, and then select the Dial soft key. Press the Directories key, select Call Lists, select the appropriate list, use the and keys to access the number, and then select the Dial soft key. At this point, the call will be connected to the new number. Attended Transfer With the attended transfer, the parties are automatically connected to each other after you exit the conference. 1. Set up a conference call (see Setting up a Conference). 2. Press the End Call soft key or hang up. The parties will continue to be connected. Forwarding Calls You can forward calls using two methods: (1) static forwarding (all incoming calls will be forwarded to another party or (2) dynamic forwarding (a single call chosen at random will be forwarded to another destination). All incoming calls can be forwarded to another party while Do Not Disturb is enabled on your phone. Note: Call Forwarding is not available on shared lines. Static Forwarding To enable call forwarding to another party: 1. Do one of the following steps: Press the Menu key and select Features > Forward... Press the Forward soft key from the idle display. Issue 1, October 2011 21
Telego PBX User Guide, Release 1.2 2. If multiple lines are configured on your phone, select the line to forward from the list using use the and keys. 3. Enter a number to forward all future incoming calls to. 4. Press the Enable soft key to confirm call forwarding. The idle display returns with a moving arrow as the line label to confirm that call forwarding is enabled. Tip Call forwarding call also be configured from the user portal (see Redirection Settings). To disable call forwarding 1. Do one of the following steps: Press Menu and select Features > Forward... Press the Forward soft key from the idle display. 2. If multiple lines are configured on your phone, select the line to forward from the list using the and keys. 3. Press the Disable soft key to turn off call forwarding. The idle display returns and the regular icon appears as the line indicator. Tip If you have set call forwarding using the user portal (see Redirection Settings), you must disable call forwarding from the user portal. Dynamic Forwarding To forward an incoming call to another party: 1. With the phone ringing, press the Forward soft key. 2. Enter a number to forward the incoming call to. 3. Press the Enable soft key. The incoming call is forwarded to the other party. If call forwarding is disabled, future calls will not be forwarded and forwarding will remain disabled. Forward a Call Directly to Someone s Voicemail If your system administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can blindly transfer a call to someone else s voicemail. The default for direct dial is 8. If you are unable to use this default, see your administrator. Issue 1, October 2011 22
Enabling Using the Do Polycom Not Disturb Phone 1. Put the call on hold using the Hold key on your telephone keypad. 2. Press the Transfer key or the Trnsfer soft key. 3. Press the Blind soft key. 4. Enter the mailbox prefix key. 5. Enter the extension number. 6. Press the Dial soft key. Example: Hold Transfer *77 8 1 2 53 The caller will be transferred to the extension s voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing. Dial Enabling Do Not Disturb A Single Line Do Not Disturb to Press prevent the phone from ringing on incoming calls. A flashing icon and text on the graphic display indicates that Do Not Disturb is on. Calls that are received while Do Not Disturb is enabled are logged in the Missed Calls list unless configured to be forwarded to another party by your system administrator. To disable Do Not Disable, press Do Not Disturb again. Tip This feature is local to the phone and will not prevent calls from ringing your cell phone. If you have a cell phone configured to your extension and would like to stop all calls, configure DND from the user portal (see Redirection Settings). Issue 1, October 2011 23
Telego PBX User Guide, Release 1.2 Multiple Lines If multiple lines are configured on your phone, Do Not Disturb can be set on a line-by-line basis from the list using the and keys. For more information, contact your system administrator. When Do Not Disturb is enabled for a particular line, this is indicated by a flashing X next to the line indicator on the display. Instant and Text Messaging Instant Messaging From the User Portal Instant messaging is done from the user portal. The message will be displayed in the phone display of IP phones that have the space to display them. 1. Navigate to Settings > Instant Message. 2. Enter the destination and message. 3. Click Create. When an instant message has been sent, the recipient will hear a quick ring. The message will then be displayed at the top of the phone display. To read the entire message, the recipient must: 1. Press the InstMsg soft key. 2. Press the Next soft key (to read additional messages). Issue 1, October 2011 24
Instant Using and the Polycom Text Messaging Phone Text Messaging From the Phone Sending Text Messages 1. Do one of the following steps: Press Messages, then select Instant Messages. Press Menu, then select Features > Messages > Instant Messages. 2. If multiple lines are configured on your phone, first select from which line to send the message from the list using the and keys. 3. Press the New soft key. 4. Enter the desired number. Use the 1/A/a soft key to alternate between numeric and upper/lowercase alphanumeric modes. 5. Press the Ok soft key. 6. Do one of the following steps: Press the Select soft key to choose from various pre-scripted short messages. Press the Edit soft key to compose a custom message. Use dial pad keys to cycle through the character set. Use keys 1, *, 0, and # to select special characters. 7. Press the Send soft key when finished. 8. Press Messages to return to the idle display. Reading Text Messages 1. Do one of the following steps: Press Messages and select Instant Messages. Press Menu and select Features > Messages > Instant Messages. Press the InstMsg soft key to read a message just received. 2. If multiple lines are configured on your phone, select from which line messages are to be retrieved from the list using the and keys. Messages appear first to last in sent order. 3. Press the Next or Prev soft keys to cycle through messages in order. Issue 1, October 2011 25
Telego PBX User Guide, Release 1.2 4. Press the More soft key to access the Delete, Reply, and New soft keys. 5. Press Messages to return to the idle display. Multiple Lines Your phone can support up to 8 lines. Typically, the top-most Line Key is reserved for the principal number of the phone (see below). The lines of your phone are set up by the administrator and cannot be changed by the user. Additional lines are displayed beneath the principal number: Multiple Call Appearances Each line on the phone can be configured to have one or more call appearances, which is useful if you are on a call and an incoming call arrives on the same line. For example, the figure below shows extension 6721 in an outbound call with 6722. Issue 1, October 2011 26
Managing Using the Incoming Polycom Phone Calls The next figure shows an incoming call from 1-800-665-9266. To answer the incoming call when configured for multiple call appearances: 1. Press Hold or the Hold soft key to put the original call on hold. The soft key labels are updated on the display with Answer, Reject, and Forward. 2. Press the Answer soft key. To put the second caller on hold and return to the first one: 1. Press the Hold soft key to put the second caller on hold. 2. Press the key to navigate to the original caller. 3. Press Resume. Managing Incoming Calls You can distinguish incoming calls from contacts in your directory by setting up distinctive rings, sending calls directly to your voice mail, or by transferring calls directly to another party. Issue 1, October 2011 27
Telego PBX User Guide, Release 1.2 Distinguishing Calls You can customize your phone so that you can distinguish different parties by ring type. To set a distinctive ring type for a particular contact: 1. Press the Directories key. 2. Select Contact Directory. 3. Use the and keys to scroll through the list to find the contact. You can also use the star (*) key to page up and the # key to page down. 4. Press the Edit soft key and scroll down to the Ring Type field. 5. Enter the number corresponding to one of the ring types available. 6. For more information, refer to Changing the Incoming Ring Tone. 7. (Optional) To remove an existing value, press followed by 8. Press the Save or Cancel soft keys to accept or cancel changes. Directories 9. Press or the Exit soft key repeatedly to return to the idle display. Note: This feature is local to the phone and may be over-ridden by your organization s settings. For more information, contact your system administrator. Rejecting Calls You can customize your phone so that incoming calls from a particular party are immediately sent to your voicemail. To send incoming calls from a particular contact directly to voice mail: Issue 1, October 2011 28
Managing Using the Incoming Polycom Phone Calls 1. Press the Directories key. 2. Select Contact Directory. 3. Use the and keys to scroll through the list to find the contact. You can also use the star (*) key to page up and the # key to page down. 4. Press the Edit soft key and scroll down to the Auto Reject field. 5. Use the and keys to select Enabled. 6. Press the Save or Cancel soft keys to accept or cancel changes. Diverting Calls 7. Press the Directories key or the Exit soft key repeatedly to return to the idle display. You can customize your phone so that incoming calls from a particular party are transferred directly to a third party. To divert incoming calls from a particular contact: 1. Press the Directories key. 2. Select Contact Directory. 3. Use the and keys to scroll through the list to find the contact. You can also use the star (*) key to page up and the # key to page down. 4. Press the Edit soft key and scroll down to the Divert Contact field. Issue 1, October 2011 29
Telego PBX User Guide, Release 1.2 5. Enter the number of the party where the call will be diverted. 6. Scroll down to the Auto Divert field. 7. Use the and keys to select Enabled. 8. Press the Save or Cancel soft keys to accept or cancel changes. 9. Press the Directories key or the Exit soft key repeatedly to return to the idle display. Call Lists The phone maintains lists of missed, received, and placed calls (up to 100 for each list). Note: Call lists features can also be accessed from the web interface. 1. Press Directories followed by Call Lists. 2. Choose Missed Calls, Received Calls, or Placed Calls as desired. The Placed Call list appears in the following figure: To return the call, select the Dial soft key. To edit the dial string, select the Edit soft key. Issue 1, October 2011 30
Managing Using the Incoming Polycom Phone Calls To return to the previous menu, select the Back soft key. For additional choices, press the More soft key followed by: The Clear soft key to delete the call from list. The Info soft key to view information about the call. Press Directories to return to the idle display. Tip: The following shortcuts can be used from the idle screen, as well as while placing calls or performing transferring and conferencing functions. Shortcut Key Function Access Placed Calls list Access the Received Calls list Access the Missed Calls list Note: Call lists are automatically cleared when you restart the phone. Issue 1, October 2011 31
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Chapter 3 Using Star Codes Overview This chapter provides instructions for using Telego's star codes. When using star codes with Polycom phones, you will need to select the Dial soft key after you have finished dialing. Note: Before you can begin using star codes, your phone must be registered. If you have not yet registered your phone, see your administrator. What are Star Codes? Star codes are two-digit numbers prefixed with a star (*) and are used to tell the system what to do. Each star code maps directly to an action of the system, allowing you to access PBX features more easily. Star codes allow you to activate PBX functions, such as Do Not Disturb (DND), call forwarding, and Call Teach. To view the star codes that are available on your system, go to Lists > Feature Codes.. Issue 1, October 2011 33
Telego PBX User Guide, Release 1.2 Figure 3-1 lists the full set of star codes. These star codes are Telego s Release 4.1 default codes. Making Calls *66 *69 *90 Redial Call Return Intercom 1 Transferring Calls *77 *85 *86 *87 Transfer 2 Call Park 3 Call Park Retrieve 3,5 Call Pickup 3,5 Anonymous Calls *67 *68 *88 *89 Block CID (Activate) Block CID (Deactivate) Block Anonymous Calls (Activate) Block Anonymous Calls (Deactivate) Call Forwarding *70 *71 *72 *73 *74 *75 *76 *78 *79 *80 Hot Desking Call Forward All (Activate) 2 Call Forward All (Deactivate) Call Forward Busy (Activate) 2 Call Forward Busy (Deactivate) Call Forward No Answer (Activate) 2 Call Forward No Answer (Deactivate) DND (Activate) DND (Deactivate) Set Night Mode for Domain Accounts 3 Voicemail *95 *96 *97 *98 *99 Send Voicemails as Emails (Activate) Send Voicemails (Deactivate) Go to Voice Mail Record New Greetings Clear the Message Indicator Call Center *64 Agent Log In 3, 5 *65 Agent Log Out 3, 5 *81 Call Barge In 1 *82 Teach Mode 1 *83 Listen In 1 Cell Phones *51 Retrieve Call from Cell Phone *52 Move Current Call to Cell Phone *00 Call Cell Phone of the Extension 1 Miscellaneous *53 Conference *61 Show Account Balance *62 Wakeup Call *63 Request Call Details *84 Clean up an Extension *91 Add to White List *92 Add to Black List *93 Record ON 4 *94 Record OFF 4 1. An extension number is required after these star codes. 2. A destination number (e.g., an extension or an external number) is required after these star codes. 3. An argument is optional for these star codes. 4. These codes are used during a conversation; the tones are audible and can be heard by the connected party. 5. These star codes must be identical to one another (e.g., *64/*64 and *86/*86) when configurated as a toggle button. Figure 3-1. Telego Star Codes Issue 1, October 2011 34
Basic Using Star Star Codes Codes Basic Star Codes Redial a Number (*66) To redial the last number that was called from your phone, dial *66 and press the Confirm button on the telephone keypad. You can also call the last number that was dialed from your phone by using the Call Log from the web interface (see Chapter 4, "Using the Web Interface," and go to View the Call Log). Example: * 6 6 Dial Call Return (*69) To dial the number of the last call, dial *69 and press the Confirm button on the telephone keypad. The number will be available until you establish a call to that number (not necessarily connect, however). This can help prevent you from calling back the same person twice. (However, if you use *69 and discontinue the call during its ring state, *69 cannot be used to access that number again, unless the caller calls again.) Example: * 6 9 Dial Notes: If you reach an external mailbox, the system will handle your Call Return as if the call had been successfully established and will clear the number. If you reach a mailbox of another extension on the system, the Call Return number will not be cleared and you will be able to make successive attempts to reach that extension by dialing the Call Return code. The system will store a Call Return number only for calls that contain a valid caller-id. Telephones that share the same extension number share the same redial and Call Return number. You can also call the last number that was dialed from your phone by using the Call Log in the web interface (see View the Call Log.) Intercom (*90) The Intercom feature mimics the old secretary-boss intercom systems. Intercom can be thought of as a one-part page with a two way audio. This feature is used for communicating with one other person. The other party must have a separate extension number, as the Intercom feature does not work between two phones that are registered to the same extension. Also, the Intercom feature does not work when multiple registrations are involved with the receiving extension. Note: Permission is needed to use the Intercom feature. If you are unable to activate this feature, see your administrator. Not all vendors support the Intercom feature. Check the user guide that came with your phone for more information. Issue 1, October 2011 35
Telego PBX User Guide, Release 1.2 To activate: 1. Dial *90 and the extension you would like to intercom. 2. Press the Confirm button on the telephone keypad. Example: * 9 0 51 2 3 Dial You can now begin conversing with the other party. Paging (one-way, one-to-many communication) is another feature that can be used to contact someone. See your administrator to have this set up. Transferring Calls Transfer Calls Calls can be transferred using either the Transfer button on your phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer. Blind Transfer When you activate a blind transfer, the call is transferred with no knowledge as to whether the receiving party is available to receive the call. A blind transfer can be used for transferring calls to your voicemail or your cell phone. 1. Press the Transfer button on your phone, or press Hold and dial *77. 2. Enter the extension number (or phone number) of the recipient. A blind transfer offers no confirmation of call connectivity. If the number is busy or does not exist or no one picks up, you will not be notified. Attended Transfer When using attended transfer, you must speak with the party who is receiving the call to ensure that the call is wanted. 1. Put the caller on hold (using the phone's Hold button). The LCD displays the call that is on hold. 2. Enter the destination number. 3. Once the party on the receiving end is prepared to take the call, press the Transfer button twice (the first Transfer connects the call; the second Transfer clears the music so that the parties can speak. (If your phone does not have a Transfer button, dial *77 to transfer the call.) Issue 1, October 2011 36
Transferring Using Star Codes Calls You do not need to press the Hold button to free the call. If the person is not available to take the call, you can press the Hold button to reclaim the call and discuss the available options with the caller. Example: Hold 5 0 58 Transfer Transfer Transfer a Call Directly to Someone's Voicemail If your systems administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can "blindly" transfer a call to someone else's voice mail. The default for direct dial is "8." If you are unable to use this default, see your administrator. 1. Put the call on hold using the Hold button on your telephone keypad. 2. Press the Transfer key. (If your phone does not have a Transfer button, dial *77 to transfer the call.) 3. Enter the mailbox prefix key. 4. Enter the extension number. Example: Hold Transfer 8 1 2 53 *77 Dial The caller is transferred to the extension's voicemail. Because the caller bypasses the voicemail timeout, the caller does not hear any ringing. This method does not need to involve an outside caller. To call a person's mailbox directly, dial 8123. Example: 8 1 2 53 Dial Call Park (*85) and Call Park Retrieve (*86) Call Park allows you to send a caller to someone whose whereabouts (within paging proximity) are not known. The receiving party uses Call Park Retrieve (*86) to retrieve the call. Scenario: A call comes in for Diane, but you do not know where she it, so you put the customer on hold, dial *85, and press the checkmark button. You then page Diane, Diane, you have a call on extension 509 (509 is the extension on which the call was received). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves the call. Park orbits can also be used for parking calls (rather than using your extension). When using a park orbit, enter the extension number of the park orbit after *85. Park a call on your own extension 1. Put the call on hold (music plays in the background). If your phone does not have a Hold button, refer to the user guide that came with your phone. Issue 1, October 2011 37
Telego PBX User Guide, Release 1.2 2. Press *85 to park the call, then press the Confirm button on your telephone keypad. Hold Example: * 8 5 Dial An announcement indicates that the call has been parked. At this point, the call can be retrieved by any extension by dialing *86 and your extension number. Example: * 8 6 1 2 3 Dial If the call is not picked up within a specified time (default is 1 minute), you will receive a call from the system reminding you that a call is waiting. Park a call on a specific extension: See your system administrator to determine which extensions are available for parking calls. The system administrator may configure specific park orbits (e.g., 800, 801, 802, and 803) on the system so that all users can park calls to the same place. This is useful for monitoring parked calls and buttons, as well as for applications that need to park calls. Park orbits also ensure that voicemail does not pick up. 1. Put the call on hold (music will play in the background). 2. Press *85 to park the call. 3. Enter the extension number. Example: Hold 5* 8 5 1 52 53 Dial An announcement indicates that the call has been parked. At this point, the call may be retrieved by any extension (which has permission) by dialing *86 and the extension number on which the call has been parked. Example: 5* 8 6 1 52 53 Dial Call Pickup (*87) Call Pickup allows you to pick up a phone that is ringing. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a hunt group or agent group. Note: When compared to Call Park Retrieve, Call Pickup has a sense of urgency associated with it. (You must pick up the ringing phone before the call goes to voicemail.) Call Park Retrieve allows you to take your time, as the caller is already in the system. Issue 1, October 2011 38
Conferencing Using Star Codes Before you can use Call Pickup, you must first put your last call on hold so that the system does not interpret and execute the star key during calls made to external systems that also use star keys. Directed Pickup 1. Dial *87. 2. Dial the extension on which the call is ringing. 3. Press the Confirm button on the telephone keypad Example: 8 7 * Dial 51 2 3 General Pickup Note: The Sipura devices from Linksys by default are not able to support star codes with more than two digits. Call Pickup can also be used without specifying an extension. To activate, dial *87 and press the Confirm button on the telephone keypad. Example: * 8 7 Dial The system searches for calls to pick up in the following order: Hunt groups: For a call that is headed for a specified hunt group, the system sends the call to the extension that dials the pickup code. If several calls ring the hunt group, then the system picks up only the first call that went to that hunt group. Conferencing Conference (*53) Extensions: When the account number is an extension, the system searches for calls that go directly to the specified extension. These calls can come from an auto attendant or through direct extension dialing. Calls that ring the extension because it is part of a hunt group or an agent group are not considered by Call Pickup. Agent groups: As with the hunt group, the system picks up a call from the specified agent group. For calls in the ringing state, the system picks the first call that is in that state. Otherwise, the system picks the call that entered the queue first. The Conference (*53) feature allows the user to quickly bring someone into an in session conference, even though the person is not part of the participant list. The new party can be on a cell phone or regular phone. The benefit of this feature is that the new party is required to do nothing but answer Issue 1, October 2011 39