VoIP Quick Start Guide

VoIP Quick Start Guide VoIP is made up of three elements: The Phone The Software (optional) The Web Version of the software (optional) Your new voice mail can be accessed by calling (971-722) 8988. Or, you can dial your own extension if you re at your regular work phone. By default, your VoIP password is 1234 until you change it. If you want the optional VoIP software, call the Help Desk at (971-722) 4400 to request it. Part I: The Phone Your new phone is very similar to your old phone, with a few differences. The main difference is that when you re in the process of making or receiving calls, you will see soft key options on your phone's display window that change depending on what stage your call is in. To select one of the displayed options, press the black button just below it (see phone picture above). On the next page are directions on how to perform basic phone tasks. For more details about this and all other VoIP topics, visit our webpage at: http://intranet.pcc.edu/departments/technology-solutions/training/voip/

Using the Polycom 330 (regular model) Telephone Make a Call 1. Pick up your phone (or press the "New Call" soft key) and dial the number. 2. OR, you can dial the number first and then pick up your phone. --- if you have the larger Executive phone, refer to the online VoIP Help Page. [Call Someone Backs, cont d] 2. Use the silver "down" button (just to the right of the Dial button) to scroll through the list of placed calls. When you ve found the one you want 3. Press the Dial button again and pick up your handset. You can alternate between Handset, Headset, or Hands-Free Speakerphone at any time by pressing the Headset or Speakerphone buttons on your phone, or picking up the handset. Answer a Call 1. Pick up your phone, OR press the "Answer" soft key. Place a Call on Hold If you press "Answer" without picking up the handset, it will default to speakerphone. If you want to ignore the call and send it to voice mail, you can wait or press the "Ignore" or Reject soft key options. 1. Press the "Hold" button. 2. To reconnect to the call, press the "Resume" soft key. Disconnect a Call 1. Hang up the phone, OR press the "End Call" soft key. Transfer a Call to Another Person (WITH Consult) 1. Press the Trnsfer soft key. The caller is now on hold. 2. Enter the phone number you want to transfer the call to. 3. Talk to the person you're going to transfer the call to. When you're ready, 4. Press the Trnsfer soft key again. Transfer a Call to Another Person (WITHOUT Consult) 1. Press the Trnsfer soft key. Your caller is now on hold. 2. Press the Blind soft key. 3. Enter the number. The call is automatically transferred. Call Someone Back You can call someone back the way you re used to, or If you have recently called someone: 1. Press the Dial button. A list of calls you have made will appear. (cont d) If the person called you, you can access a list of recently-received calls: 1. Press the "Callers" soft key. A list of received calls will appear. 2. Use the silver "down" button (just to the right of the Dial button) to find the person you want on the list. When you've found it 3. Press the Dial button and pick up your handset. Access Your Voice Mail If the red light on your phone is flashing, press the Message soft key and follow the voice prompts. OR, dial 8988 or your own phone extension to access voice mail. If you re working off-campus, dial 971-722- 8988 instead. By default, your voice mail password is 1234 until you change it. Voice Mail Commands -- When First Entering the System: 1 = retrieve voice mail messages 5 = manage personal options (like recording a voice mail greeting or changing status) -- When Retrieving Voice Mail Messages: 1 = Listen to new messages ; 2 = Listen to saved messages ; * = Return to Main Menu -- When Listening to a Voice Mail Message: 1 = Save Message ; 2 = Forward Message ; 7 = Delete Message Change Your Status Changing your Status lets callers know whether you are available to take calls, on vacation, away from your desk, or forwarding your calls (to name a few). It also affects how incoming calls are handled for example, whether your phone rings and which voice mail prompts are heard. By default, your status is set to Available. Here s how to change it (if you want) when your status changes. 1. Access your voice mail (see above). 2. Once in the system, press 5, then 1 to set your status. 3. Follow the prompts to continue.

Part II: The Software The optional Interaction Client software works in concert with your phone and is designed to enhance your ability to manage calls. Among the many advantages to using the software is the ability to view a directory of PCC employee phone numbers and double-click on any entry to start calling them. You can also "drag and drop" with your mouse to transfer calls, view a Call History list of your last 50 phone interactions, and much more. Using a headset with the Interaction Client is recommended but not required. If you don t have the software and are interested in getting it, call the Help Desk at x4400. On the next page are directions on how to perform some basic tasks. For more details about this and all other VoIP topics, visit our webpage at: http://intranet.pcc.edu/departments/technology-solutions/training/voip/

Using the Interaction Client Software Log Into the Software If you have the yellow phone icon on your desktop, double-clicking on it should log you into the Interaction Client software automatically. If you are prompted to log in, use these settings: 1. Username: same as your MyPCC login 2. Password: your VoIP password (1234 until you change it) 3. Host: leave as is 4. Station Type: "Workstation" 5. Workstation: type in your four-digit phone extension (in most cases see Logging in From Another Phone on the next page for other options) If you don t have a desktop icon or want to log in differently, access the login screen by locating the Interaction Client software within the list of programs on your computer. To do this (for PC), click on your computer s Start Button on the bottom left, choose All Programs, and then find Interactive Intelligence > Interaction Client. Use the above settings to log in. Make a Call 1. Type in the phone number in the Number field at the top of your screen, then press Enter on your keyboard. 2. OR, you can double-click on anyone listed on the Company Directory (lower section) or the Call History tab (upper section) to call them. You can make a call even if you already have a caller on the line. Just place the first caller on hold (click on the Hold icon) and make another call. Answer a Call 1. Click on the Pickup icon, OR, double-click on the line associated with the call. [Set Your Status, cont d] few). It also affects how incoming calls are handled for example, whether your phone rings and which voice mail prompts are heard. By default, your status is set to Available. Here s how to change it when your status changes. 4. Locate the My Status line in the middle of your window. 5. Use the drop-down menu to change your status. 6. If you wish to specify more details about your Status, click on the blue hyperlink to the right of the status field and type in more information. View Call History 1. Click on the Call History tab, located in the upper section of your window. A list of your last 50 phone interactions will appear. Call Someone Back 1. Click on the Call History tab. 2. Double-click on any line to call that person. Listen to Voice Mail Messages The first time you want to access voice mail messages on your computer, you must create a Voice Mail tab. Part I: Create a Voice Mail Tab 1. Go up to the Options menu at the top of your screen and choose Configuration. 2. On the left side, click on Voice Mail (the last item on the list). 3. On the right side, check the Voice Mail checkbox, then press OK. Part II: Listen to a Voice Mail Message 1. To listen to a message, highlight it, then click the Play button. 2. You may also need to specify where you want the message to play to for example, play to the speakers on your computer, a headset, or your telephone speaker. Disconnect a Call 1. Click on the Disconnect icon, OR hang up the phone. Set Your Status Your "Status" gives other software users a visual indication of whether you are available, at lunch, on vacation, or forwarding your calls (to name a

Interaction Client Software, Continued Forward Calls to Another Number 1. Change your Status (see above) to Available Forward. 2. Click on the blue hyperlink to the right of the My Status field and indicate the forwarding number. 3. Press OK. Record a Voice Mail Greeting 1. Go up to the Options menu at the top of the screen, then choose Configuration. 2. On the left side of the mini-window that appears, click on Personal Prompts (under the category Calls ). 3. Click on the button associated with the type of prompt you want to record. 4. You will be prompted to first record your greeting, then press 1 on your phone when you are finished. 5. You will be prompted to verify that you are satisfied with what you have recorded. When you are satisfied, press Apply. 6. Press OK. Transfer a Call 1. With the caller on the line, click on the Transfer icon. 2. Type the number of the person you want to transfer to. o If it is PCC employee, just start typing in their name and their information will appear. 3. Click on the name or number to select it. 4. Click on the icon associated with the type of transfer you want to perform (for example, transfer to voicemail, consult before transferring, etc.). Exit the Software To completely exit the software, you MUST go up to the File menu and select Exit. Log in From Another VoIP Phone Although it may be easier to forward your calls to another phone (see Forward Calls ), you can also log into the Interaction Client as yourself from someone else's computer (if they have the software installed). Doing this enables you to make and receive calls as if you were at your own phone. 1. Access the login screen by locating the Interaction Client software within the list of programs on your computer. To do this (for PC), click on your computer s Start Button (on the bottom left), choose All Programs, and then find Interactive Intelligence > Interaction Client. 2. To log in, use the same settings detailed in the Log into the Software section on the previous page, except: o Add a Department Directory For Workstation: type in the phone extension of the phone you are now using -- where you want your calls to be directed to. You can set up a Tab ( Page ) showing only employees within your department, campus, or workgroup. 1. In the lower section of your screen, right-click anywhere to the right of your current tabs. 2. Choose "Pages" (by left-clicking). 3. On the left side of the mini-window that appears, choose "Workgroup Directories" (under the category "Directories"). 4. On the right side, 'check' the checkbox for the department you want. 5. Press OK. Conference Calling 1. Call someone, or have them call you. 2. Call another person (which automatically puts the first caller on Hold). You will see both calls appear in the Upper Section of your software program. 3. Using your mouse, drag and drop one call onto the other. 4. Repeat this process until you have everyone on the line.

Part III: WEB Version of the Software The Web-based version of the VoIP Interaction Client is less full-featured than its software counterpart, but still very helpful in managing your calls. With the Web version, you can make, receive and manage your calls remotely via the Internet. This program works together with a phone -- a PCC phone, a cell phone, or any other phone. The Web version is accessible via the MyPCC Employee Tab. WEB Version of the Software On the next page are directions on how to perform some basic tasks. For more details about this and all other VoIP topics, visit our webpage at: http://intranet.pcc.edu/departments/technology-solutions/training/voip/

Using the WEB Version Log Into the Web Version 1. From MyPCC s Employee Tab, click on the link Voice Mail: VoIP on the left side under the category Communication. 2. On the webpage that appears, click on the Log into Interaction Client WEB Version link at the top of the page. 3. Use this information to log in: Make a Call o User ID: same as your MyPCC login o Password: your VoIP password (1234 until you change it) o Station Type: Choose "Workstation" if you are using a PCC campus (VoiP) phone. OR, choose Remote Workstation if you wish to use a non-voip phone to handle calls. o Workstation: enter your PCC phone extension as four digits if you are using your work phone to handle calls. OR, choose Remote Number and type in the number if you are using a non-voip phone to handle calls (for example, your home phone). 1. Type in the number you want to call on the top right ( Enter Number to Dial field), then click Make Call. 2. OR, double-click on anyone listed in the Company Directory to call them.. o Answer a Call You can search for an employee in the Company Directory by typing the first part of their last name in the blank field just above the Last Name field, which narrows down the list. When someone calls you, you will see it in the upper section. 1. Click on the Pickup icon. In a moment your phone will ring. 2. Pick up your phone. Disconnect a Call 1. Click on the Disconnect icon, OR hang up the phone. Log Out Click the "Logout" link in the upper right of your Interaction Client window to log out. View Call History, Call Someone Back 1. Click on the Call History icon, located in the upper right section of your window (green arrow). A list of your last 50 phone interactions will appear, and you can double-click on any of these callers to call them back. Use the Staff Directory 1. Double-click on anyone in the Company Directory (lower section) to call them. You can search for an employee in the Company Directory by typing the first part of their last name in the blank field just above the Last Name field, which narrows down the list. Access Voice Mail 1. Click on the Voice Mail icon, located in the upper right. 2. Click on any voice mail message to highlight it. 3. Click on the Play button. Transfer a Call Verify that the call is highlighted in the upper portion of your screen. 1. Click the Transfer icon. o This places the caller on hold while you continue. 2. In the Script Prompt pop-up window that appears, type in the number you want to transfer the call to. o (You may have to Allow Pop-Ups before you can continue.) 3. Press OK. Your call will be automatically transferred. Set Your Status Your "Status" gives other phone users a visual indication of whether you are available, at lunch, on vacation, or forwarding your calls (to name a few). It also affects how incoming calls are handled for example, whether your phone rings and which voice mail prompts are heard. By default, your status is set to Available. Here s how to change it when your status changes. 1. Locate the My Status line in the middle of your software window. 2. Use the drop-down menu to change your status.