Training Guide For 7960 & 7940 Series Cisco IP Phones

Training Guide For 7960 & 7940 Series Cisco IP Phones Prepared by: Corporate Technologies, LLC 2000 44 th Street SW, Suite 100 Fargo, ND 58103 (701) 893-4000 1

Table of Contents: Section I: GETTING STARTED Page 4 A. Connecting your IP phone Page 4 B. Buttons/Descriptions on your phone Page 5-6 C. Additional Information Page 7 Section II: PHONE USE Page 8 A. Placing a call Page 8 B. Answering a call Page 8 C. Ending a call Page 8 D. Transferring a call Page 9 E. Putting a call on hold Page 10 F. DND (do not disturb): Page 10 G. Parking a call Page 10 H. Forwarding your phone Page 11 I. Making Conference calls Page 11-12 J. Redialing a number Page 12 K. Pick-up Groups Page 12 Section III: INFORMATION FEATURES Page 13 A. Accessing help Page 13 B. Using call Logs and Directories Page 13 C. Viewing/Editing missed, received, & placed calls Page 14 D. Using Corporate Directory Page 14 E. Setting up & Accessing Voicemail Page 14-15 F. Telephone Menu Structure Chart Page 16 2

Section IV: BROWSER FEATURES Page 17 A. Configure Speed Dials that appear on phone display Page 17 Section V: AUDIO FEATURES Page 17 A. Changing the LCD Contrast Page 17 B. Changing Ring tones Page 18 C. Adjusting the Ring Volume Page 18 D. Adjusting the Handset, Speaker and Headset Volume Page 18 E. Muting a Call Page 18 3

Section I: GETTING STARTED A. Connecting your IP phone: 1. Your new Cisco IP Phone will be connected to the network through your computer. The existing network cable connected to your PC needs to be removed from the PC and connected to the middle port (10/100 SW) on your phone. (This cable will go to the network jack on the wall.) The 6 Cat5 cable provided to you will connect your PC and your phone (the outside port marked 10/100 PC). After you have connected your phone, it will go through a set up period. During this time you need to let it go through its boot up without disturbing it. Your phone will be ready to use when the date and time appear on your LCD screen. 4

B. Buttons/Description on your phone: 1 Handset with indicator light Functions like a traditional handset. The light strip at the top of the handset blinks when the phone rings and can be set to remain lit when you receive a voice mail message. 2 Phone Screen Displays feature such as the time, date, your phone number, caller ID, line/call status and soft key tabs. If you have programmed speed dial buttons, these will show up next to the button that was programmed. When you are on an active call this area will display current calls per line, including caller ID, call duration, and call state. 3 Model Type Model of your Cisco IP Phone. 4 Programmable buttons Depending on the configuration, programmable buttons provide access to: - Phone lines (Line buttons) - Speed dial numbers (Names show on display) The buttons illuminate to indicate status: Green, Steady---Active call on this line (off hook) Green, Blinking---Call on hold on this line Amber, Steady---Privacy feature enabled 5

5 Foot stand adjustment button 6 Directories button Amber, Blinking---Incoming call ringing on this line Red---Shared line, currently in use No Color---No call activity on this line (on hook) Allows you to adjust the angle of the phone base. Open/close the Directories menu. Use it to access call logs and corporate directories. 7 8 9 10 11 12 Help button Settings button Speaker button Mute button Headset button Volume button Activates the help menu. Displays helpful information about buttons and features. Provides access to phone settings such as contrast and ring sound, network configuration, and status information. Toggles the speaker on or off. Toggles the mute on or off. Toggles the headset on or off. Increases or decreases volume for the handset, headset, or speakerphone. Also controls the ringer volume and the LCD screen contrast. 13 Services button Provides access to any available phone services that have been set up by your system administrator. 14 Messages button Provides access to a message system. 15 16 17 Navigation button Dial pad Soft keys Enables you to scroll through text and select features displayed on the LCD screen. This button also allows you to toggle between multiple calls on your phone. Works exactly like the dial pad on a traditional telephone. Enable you to engage any of the functions displayed on the corresponding LCD screen tabs. Soft keys point to feature options displayed along the bottom of your LCD screen. 6

C. Additional Information: Dial 9 for outside calls. If you move your phone, your individual settings will stay with the phone. Dialing 911 and 9911 will both work. If called on accident remain on the phone and explain so they don t send help. If you move offices you MUST let IT Dept. know so they can make sure they have the correct information for you in case of an emergency so 911 will know the correct location if you called from your phone. To dial internally between two Cisco phones it will be 5-digit dialing. Reminder: Your existing voicemails will be gone after your department cuts over to new system. If you want to save any of the numbers or messages please go through them prior to your scheduled cutover date. 7

Section II: PHONE USE A. Placing a call: 1. Lift the handset and dial the number; dial the number and lift the handset, OR 2. Press the Speaker button and dial the number; dial the number and press speaker button, OR 3. If using a headset press the Headset button and dial the number; dial the number and press headset button, OR 4. Press the NewCall soft key and dial the number; dial the number and press soft key Dial. **NOTES: Enter a phone number leaving your phone idle. (The auto dial feature might pop up to suggest matching phone numbers from your Placed Calls Log ). You can display phone numbers from your Placed Calls Log by pressing your navigation button. If you make a mistake while entering the phone number, press << to erase one or more digits. Press Cancel soft key to exit the dialing attempt. B. Answering a call: 1. Lift the handset and you are connected to the incoming caller, OR 2. Press the Answer soft key and you are connected to the incoming caller, OR 3. Press the Speaker button and you are connected to the incoming caller, OR 4. If using a headset press the Headset button and you are connected to the incoming caller. To send an incoming call directly to your voicemail, press the idivert soft key. The incoming call automatically transfers to your voicemail. When answering a second call, make sure the call you want to answer is highlighted and press Answer soft key. C. Ending a call: 1. Hang up the handset, OR 2. Press the EndCall soft key, OR 3. If using a headset, press the lit Speaker button. 8

D. Transferring a call: (Trnsfer/Number/Hang up handset) Transfer redirects a connected call. The target is the number to which you want to transfer the call. Three key steps to remember: 1. Transfer puts the original caller on hold. 2. Enter the number you want to transfer the caller to. 3. Hanging up the handset sends the original call to the number you dialed (transfer recipient). Blind Transfer is transferring a call without talking to the transfer recipient: 1. While on an active call, press the Trnsfer soft key. 2. Enter the number to which you want to transfer the call. 3. When you hear ringing, hang up the handset to complete your transfer. **NOTES: To end the call before the transfer is completed, press EndCall soft key, then Resume soft key to reconnect with the original call. You can transfer the caller to another recipient if the first one didn t answer or send them directly to transfer recipients voicemail (see below). You must resume the call before you can transfer again. Consult Transfer is announcing the call to the transfer recipient before transferring: 1. While on an active call, press the Trnsfer soft key. 2. Enter the number to which you want to transfer the call. 3. Wait for the transfer recipient to answer the call. Make the announcement of the call. 4. If the recipient accepts the transferred call, tell them to remain online and you ll send the call, hang up handset. 5. If the recipient refuses the call, or if you dialed the wrong number, or don t want to complete the transfer, press EndCall. Press the Resume soft key to return to the original call. To transfer a call directly to the transfer recipients voicemail: 1. During an active call, press the Trnsfer soft key. 2. Press * followed by the extension number of the person you are transferring the call to. 3. Hang up the handset immediately and your call is directed into voicemail. This won t ring their phone; it goes directly to the greeting. If you don t hang up handset immediately, the beginning of the voicemail greeting will be cut off. **NOTES: You cannot use Trnsfer to redirect a call on hold. Press Resume, to remove the call from hold, before using the transfer soft key. 9

E. Putting a call on hold: When you put a caller on hold, you can only retrieve the call from the phone where it was placed on hold. 1. During the call, press the Hold soft key. 2. To return to the call, press the Resume soft key. **NOTES: You are also able to retrieve calls on hold by pressing the button next to the blinking line on your display. Putting a call on hold will generate hold music or a beeping tone. For this reason, you should not place a call on hold while you are on a conference call. The line button blinks (depending on your phone model), the HOLD icon is animated, and the caller ID text blinks. F. DND (do not disturb): (VCSU anticipates replacing the Mobility soft key with this DND soft key by January 2009) Do Not Disturb disengages the ringer but still passes the caller id so you can see who is calling. If you don t want to be interrupted during a meeting you can set your phone to DND and it will not ring but still flash as calls come in. 1. Leaving your handset down, press DND soft key once to activate (it will tell you it is activated on the bottom of phone screen) 2. Leaving your handset down, press DND soft key once to deactivate (it will tell you it s deactivated) G. Parking a call: Park is an extended hold and is the only way to pick up a call from another extension. You can Park a call and retrieve the call from any phone on your network. 1. During an active call, press the More soft key until you see the Park soft key. 2. Press the Park soft key to park the call. The LCD displays the number where the call has been parked. The phone system assigns the _4_-digit park number. Park range is 4400-4499. 3. Make a note of the number displayed and hang up. 4. To retrieve the parked call, go to any phone on your system and dial the number that displayed. You are connected to the party. If the parked call doesn t get picked up, it will ring back to the original phone it was parked at (call back time depends on your system admin setup). 5. If you have a Cisco phone and you want to retrieve a call that was parked on a Legacy phone, dial # (pound)-1-46 and the 4-digit park ext. they give you. 10

H. Forwarding your phone: You can use Call Forward All soft key to redirect your incoming calls internally or externally. Enter the Call Forward All target number exactly as you would dial it from your phone if you were calling it. To forward all calls: 1. Press the CFwdALL soft key, and you will hear two beeps. 2. Enter the number to which you want to forward your calls. (Be sure to enter the number exactly as you would if you were placing a call to that number from your office.) Cancel forward all calls: 1. To cancel call forwarding, press the CFwdALL soft key once. **NOTE: To forward your calls directly to voicemail; press CFwdALL soft key followed by the Messages button. I. Making conference calls: There are three kinds of conference calls you are able to make with your Cisco IP Phone. 1. Standard or Ad Hoc conference calls: 8 parties total 2. Join Conference calls: 8 parties total 3. Meet Me Conference calls: 8 parties total Standard or Ad Hoc Conference Call: 8 Parties total (yourself and 7 others) 1. During an active call, press the More soft key and then Confrn soft key. This will open a new line while placing the current party or party on hold. 2. Place the call to the next party. 3. When the call connects, press the Confrn soft key again to create a conference. 4. Repeat the first three steps to add additional parties to the conference call. 5. To view a list of the participants in the conference call; press More soft key and press ConfrnList soft key. This will show you all the participants in the conference. The one with the * next to it is the initiator of the conference. This person will also have a Remove soft key listed and is able to remove participants from the conference. Once participants are removed, press the Update soft key to refresh the list of participants. Only the initiator can add and remove participants. Join Conference Call: 8 Parties total (yourself and 7 others) If you have 2 calls on one line (the same extension), you are able to initiate a Join Conference call. 1. Place the first call on hold. (This will happen automatically when you press the soft key Answer ) 2. Answer the 2 nd call. 3. Use the Navigation button to move up to the first call. Make sure it s highlighted. 4. Press the More soft key. 5. Press the Join soft key. 11

6. You will now have a three way conference call. 7. If you want to add more participants to the conference call you will need to use the Confrn soft key with the directions above. You are able to use the Conference list with this conference call. Conference call options: To place the conference call on speaker, press the phones Speaker button. To mute a conference call, press the Mute button. We recommend that you don t place a conference call on hold. Initiator Notes: Only the conference initiator can add and remove parties in the conference. If the initiator leaves the conference, no other parties can be added to the conference, and if participants are still online, they can keep talking. For this reason the initiator might want to make sure that all participants are removed before hanging up. The initiator features cannot be forwarded to someone else once the initiator hangs up. J. Redialing a number: 1. Lift the handset and press the Redial soft key, OR 2. Press the Redial soft key without lifting the handset to place a call from the speakerphone. 3. If you press your Navigation key it will also give you a list of the most recent outgoing calls you have made. From this list, whichever number you have highlighted you can dial by lifting the handset or pressing speaker key or soft key Dial. **NOTE: To see a short cut of the last people you dialed, press the Navigation key (up or down) the list will appear. K. Pick-up Group: This doesn t apply to all dept. s but what it allows you to do is answer any phone within your pick-up group from your phone. 1. Lift up your handset, press More soft key 2. Press Pickup soft key (you will see the call on your phone display) 3. Press Answer soft key to answer the call. 12

Section III: INFORMATION FEATURES A. Accessing Help: 1. Press the Help button once to view the Main Help Menu 2. Press the Help button twice quickly to view Help Topics 3. Press the Help button followed by any key to display information for that key. Press more soft key & link soft key to get additional information for the button pressed. B. Using Call Logs and Directories: Your phone maintains logs of your missed, placed and received calls. You can use the Directories button to access these records. You can also access a corporate directory and a personal directory. 1. Press the Directories button to view: Missed Calls Received Calls Placed Calls Personal Directory Corporate Directory (entered by system administrator and can not be changed or edited by end users) 2. Use the Navigation button to highlight the item you want to look at. 3. Press the Select soft key OR press the number associated with the item you want to look at on your key pad. 4. To place a call from the directory, highlight the desired number and press the Dial soft key or lift the handset. To edit dial from your history log: 1. Highlight the call that you want to edit. 2. Press the EditDial soft key. 3. The cursor is at the beginning of the number. You can add a 9_ here, OR 4. To delete numbers press the More soft key then Delete. Delete out the numbers that aren t needed to make the call. Or use the << and >> soft keys to delete. To call a local number, you must delete the area code and add a _9_ for an outside line. To dial a long distance number you must add a _9_ followed by 1 for long distance. Press Exit soft key to exit the screen. 13

C. Viewing/Editing Missed, Received & Placed Calls: 1. Select either Missed, Received or Placed call logs, 2. Highlight a number, 3. You can do any of the soft key options, delete will delete just the call you have highlighted, clear will delete all the calls in that call log, more and details will give you the details of that call such as caller ID/date/time D. Using The Corporate Directory: 1. Press the Directories button. 2. Use the navigation button to select corporate directory, then press Select soft key or enter 5 on the key pad. 3. Position the cursor on the First Name, Last Name or Number by using the navigation button. 4. Enter the search information. Partial entries are acceptable. You can also search a portion of directory, by pressing the Search soft key and not entering anything above. To enter letters, press a corresponding number key. For example, press 2 key once for an a, twice for a b and three times for a c. The cursor automatically advances between letters. If a mistake is made, press the << key to erase. 5. Press the Search soft key. The LCD screen displays search results. 6. The name that is highlighted can be dialed by pressing the Dial soft key or lifting the handset. 7. You can access the directory list while you are on a live call. This comes in handy if you need to transfer someone and forgot their extension. You can put the caller on hold or keep talking while you find their ext. Write it down, exit to main screen, press Transfr, ext., Transfr. E. Setting up and Accessing Voicemail: To set up your voicemail from your phone: 1. Press the Messages button. 2. You will be asked to enter your passcode. First time users use default passcode is 112233 Followed by #. 3. You are then asked to record your first name and last name, a personal greeting for your callers to hear and to change your passcode to another three up to six digits. If you are at another phone on the system and want to set up your voicemail: 1. Press the Messages button followed by the * key. 2. Enter your extension number; this is your ID number. Your ID number is your 4-digit extension. 3. Enter the default passcode 112233 Followed by #. 4. Follow the prompts to record your name, a personal greeting for your callers to hear and then change your passcode to three up to six digits. 14

To access voicemail from your phone when you have a message: The light indicator on your handset will be a solid red when you have a message. The LCD also indicates you have a voicemail with an envelope icon in the upper right hand corner of the display. 1. Press the Messages button and follow the voice prompt instructions. To access your voicemail remotely: 1. If you have a DID (Direct Inward Dial), dial your DID number. 2. When you hear your personal greeting, press the * key. 3. Enter your 4-digit extension number when prompted for your ID followed by #. 4. Enter your passcode followed by #. Follow prompts for retrieving your messages. Primary Menu: This is what you will hear after you have entered your passcode. Press 1 to hear new messages. Press 2 to send new messages. (This is to send a message to another user on the voicemail system, not to change your greeting.) Press 3 to review old messages. Press 4 to access setup options. **Note: You will hear the message first and the time and date it was sent after. If you want to leave someone in the system a voicemail; dial their extension and when their greeting starts, press # to skip over their greeting, you will hear the beep and you can record your message right away. *** To call someone s voicemail without ringing their phone; dial *, Ext., and leave the message this will not ring their phone at all it goes right into the voicemail greeting. You have Unified Messaging which means you will receive voicemails in your Outlook email box as well. It will be a wave file attachment. To open you can double click on the wave file and listen to the voicemail from your computer as long as you have working speakers. From here it is very easy to forward a message to someone else. If you delete your voicemail in your email it will delete it off your phone and vice verse. If you accidentally opened the voicemail in your email it will see it as being read and this will take the red light off of your handset, as it won t be considered new message anymore. If you want to turn the light back on your handset, right click on the email message and select mark as unread. This will turn the new message light indicator on again. 15

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Section IV: BROWSER FEATURES **NOTE: Browser features are optional features that may be configured by your system administrator. These features take place through Cisco CallManager and the user s PC. No interaction will occur with the IP phone. To log in to access the browser features: https://ucs.vcsu.edu Login Name: first name and last name, e.g. John.Smith_ Password: 112233 A. Setting up speed dials that appear on your phone display: 1. Click User Options 2. Select Device 3. Click on Speed Dials 4. You will see the list is broken in two: The Speed Dial Settings are the speed dials that will appear on your phone display and The Abbreviated Dial Settings are the speed dials you will not see on your phone display or in the personal directory. You will have to print off the screen to remember the Abbreviated Speed Dial numbers. (If you choose to use these). 5. Under the Number box, enter the number you want assigned to that speed dial just as you would dial it from your phone. No spaces or dashes needed. 6. Under the Label type the name/title you want associated to it. 7. To dial a number in the Abbreviated Dial Settings group you would press the speed dial number on your phone, i.e. press 8 on your key pad and press AbbrDial soft key. 8. The numbers you entered under The Speed Dial Settings will appear on your phone display. To call them, press the round button to the right of the screen. Section V: AUDIO FEATURES A. Changing the LCD Contrast: 1. Press the Settings button. 2. Use the Navigation button to move down to the contrast option or press the corresponding number on the key pad. 3. Press the Select soft key. 4. Press the Up or Down soft key to adjust the contrast OR the Volume button will adjust the contrast too. 5. Press the Ok soft key to accept and save your changes. 17

B. Changing Ring Tones: 1. Press the Settings button. 2. Press the Navigate button to highlight USER PREFERENCES, then use the soft key to Select or press the corresponding number on the key pad. 3. Press the Navigation button to move down to RINGS, then use the soft key to Select or press the corresponding number on the key pad. 4. Press the Select soft key to display a list of ring types. 5. Press the Navigation button to scroll through the options. 6. Press the Play soft key to hear a sample of the ring type. 7. Press Select soft key and then press Ok to apply the ring type to your phone. 8. Press Exit to return to the main menu. C. Adjusting the Ring Volume: 1. While the phone is idle, press the Volume button once to hear a sample of the current volume level. 2. Continue to press the Volume button to adjust the level. The new ring volume level is saved until the next time you change it. D. Adjusting the Handset, Speaker and Headset Volume: 1. During an active call, press the Volume button to increase or decrease the volume. 2. Press the Save soft key to save your settings. **NOTE: If you need to lower the volume of the handset, you must be using the handset. If you need to lower the volume on the speaker, you must be using the speaker and so on. E. Muting a call: 1. Press the Mute button. When the Mute is lit red, they cannot hear you but you can hear them. 2. To turn off mute, press the Mute button again. **NOTE: If you are using mute along with the speakerphone, lifting the handset will disengage the mute. You are able to use the MUTE button with the handset, speaker or headset. 18