Microsoft Lync Basic Voice Training
Objectives This course covers basic voice features of the Lync client: Devices Make a Call Answer a Call Manage a Call Missed Calls and Voicemails 2
Make a Phone Call from Anywhere Microsoft Lync is a software-based unified communications system that is replacing HA s existing PBX system which can be used on the HA intranet or internet. Users can call anyone inside or outside of Hawaiian Airlines. Lync supports the following types of calls: Computer to computer Computer to telephone Telephone to computer Computer to audio conference Calls and all other Lync features can be initiated from Office products (e.g. Outlook) by hovering over a contact name, contact card will appear. 3
Lync Certified Devices Each employee with their own workstation will receive a headset or earbud of their choice. Selection will be on a first come first served basis while supplies last. Easily accessible call controls, including call answer/end, mute, volume +/- Simple plug-and-play USB connectivity Noise-canceling microphone filters out background noise Activity 1: Double-check that your headset/earbud is selected as your primary device by clicking on the Audio Device option button on the left hand side of the Lync client. 4
Make a Call from Contacts To make a call, scroll to find anyone in your Contacts list or use the search bar to find someone. Click to Call 1. Type the person s name, phone number, or email in search bar. 2. Point to the contact and click the Call button. Search When you click to call, the contact s work number is the default number that is dialed. Click the Call menu arrow to select other numbers to call the contact. Note: Your personal contacts saved in Outlook are searchable in Lync. Use 10-digits to save a phone number in Outlook contacts. Call menu for additional options 5
Make a Call Using the Dial Pad Use the dial pad to manually enter a phone number to dial. For example, you can use the dial pad to dial a 1-800 number. Click Phone icon to access dial pad. 1. In the Lync main window, click the Phone icon. 2. Click or type numbers on the dial pad. 3. Click Call to dial number. The dial pad responds to mouse clicks and keystrokes. Click Call or press Enter to dial number. 6
Answer a Call Depending on your device setup, an incoming call takes place using one of the following methods: Connected to a Lync device: Call is answered by using headset. Lync without a device attached: Audio is through the computer speakers. Click the notification window or Phone icon to answer call. Answer Call: 1. Click the notification window or Phone icon to answer the incoming call. 2. The conversation window appears and the call begins. Conversation window appears after accepting call. Redirect or Decline Call: 1. Click Redirect for other response options. 2. Click Decline to send caller to voicemail. Place call on hold by clicking the Hold button. Hold button 7
Activity 2 1. Call your 10-digit HA number from your cell phone. Your Lync phone will ring. 2. Make a call using click to dial to your training partner by following the steps on slide: Make a Call from Contacts. Training partner to answer your call per slide: Answer a Call. 3. Switch roles with your training partner and repeat #2. 8
HA Dialing Plan What Dial an HA extension Dial an external call How Use a 5-digit extension number to make an internal HA call (replace XXXX with an HA four digit extension) HNL & KPK 5XXXX Neighbor Island 3XXXX North America 4XXXX International 6XXXX Enter a 10-digit phone number (system will prompt you for a long distance code when necessary) Dial an international number Enter 011 + country code + area code + phone number (you will be prompted to enter your long distance code) Dial a 1-800 toll free number Enter toll free number Note: All internal Lync-to-Lync calls are not long distance no matter what location call is originated from or made to 9
Accept Call During IM Conversation During an Instant Message (IM) conversation you can start a call in the conversation window by clicking the Phone icon. Click Phone to initiate call Answer a Call in an IM The conversation Phone tab displays options on how to receive the call. Click one of the following options: Accept Call accept call and begin conversation. Redirect for other response options. Decline decline the incoming call which sends caller to voicemail. Click Accept, Redirect or Decline 10
Add Others into an Existing Phone Conversation During a phone conversation you can add others to the call for a group call. 1. In the conversation window, click the People Options menu. 2. Click Invite by Name or Phone Number, click the contact you want to add, and click OK. People Options menu OR Drag contacts from your Contacts list into the existing conversation window. 11
Activity 3 1. Make an external call using the dial pad (use Bank of America recorded line 206-366-0886) by following the steps on slide: Make a Call Using the Dial Pad. Enter your long distance code when prompted for it (if you have one). 2. Make a call using the dial pad to your training partner by using the 5-digit extension. Training partner to decline the call per slide: Answer a Call. 3. Start an IM conversation with your training partner and add a call to the conversation per slide: Accept Call During Conversation. Training partner to answer the call per slide: Accept Call During Conversation. 4. Switch roles with your training partner and repeat #2 and 3. 12
Transfer a Call Transfer a call to another number: 1. Click the Transfer button. 2. Select Another Person or Number option. 3. Type in name, phone number, or email. Highlight contact and click OK. Use the transfer menu to transfer call to another number. 13
Set Simultaneous Ring Use Lync to simultaneously ring another phone: 1. Click the Options icon 2. Select Call Forwarding tab 3. Click the Simultaneously ring option and select number Or 1. Click Call Forwarding icon at the bottom of your Lync client 2. Point to Simultaneously ring option and select number 14
Forward a Call Send callers directly to your voicemail or to anyone you want to handle your calls. 1. Click Call Forwarding icon at the bottom of your Lync client. 2. Click Call-Forwarding Settings. 3. Specify phone numbers on the Call Forwarding tab in Options. 4. Click OK to update call forwarding settings. OR 1. Click Call Forwarding icon. 2. Select one of the following options: Turn off call forwarding Forward my calls to Voice mail, Mobile phone, or other number Call-Forwarding Settings. 15
Activity 4 1. Have your training partner call your Lync phone. Transfer the call to your cell phone by following the steps in slide: Transfer a Call. 2. Set simultaneous ring with your cell phone by following the steps in slide: Set Simultaneous Ring and have your training partner call your Lync phone. Confirm that your cell phone rings simultaneously. 3. Forward your Lync calls to your cell phone by following the steps in slide: Forward a Call. Have your training partner call you to confirm your calls forward to your cell phone. 4. Switch roles with your training partner and repeat #1-3. Note: If your cell phone is a long distance number to Oahu or you prefer not to use it then please transfer or forward your calls to another participant in the room. 16
Missed Calls and Voicemails If you miss a call (and a voicemail isn t left): A Missed call email will be sent to your Outlook inbox A number (depending on total number of missed calls) will be added to the Conversations icon in your Lync client and a notification will be added to the Conversations log If you miss a call and a voicemail is left, you will be notified in the following ways: Lync icon in system tray will flash between Lync icon and a new voicemail icon An email with a recording of the voicemail will be sent to your Outlook inbox including voice to text script of voice message A number (depending on total number of missed voicemails) will be added to the Phone icon and the voicemail will be added to the Voice Mail section of the Lync client Note: You can check your voicemail from a physical phone. You will receive a Welcome to Exchange Unified Messaging email which contains the voicemail access number (808-835-3900) and your PIN. Dial the number and follow the prompts to access your voicemail. 17
Listen to Your Voicemail Listen to your voicemail 1. Click the Phone icon in Lync. 2. Point to the contact, and then click the green arrow to listen to the message. 3. To call the person back, click the Call button. OR 1. Pull up the email sent to your Outlook inbox with the recording of the voice message. 2. Click the Play button to listen to the message. 3. You can listen to voicemail in Outlook with your headset by clicking on the Play on Phone icon. OR Listen by phone by dialing 808-835-3900. Visual voicemail provides a dedicated view for voicemail with one click access to playback. Click the green arrow to listen to the message. 18
Set Voicemail Options Set voicemail options: Click Display voicemail options to call voicemail, change greetings, or set up voicemail. Set your own voicemail PIN: Click Display voicemail options and select Change Greetings. OR Dial 808-835-3900. Have system generated PIN sent to your email: 1. Click Display voicemail options and Set Up Voice Mail. 2. Enter your network login and password at prompt. 3. Click on Reset my voice mail PIN Display voicemail options icon 19
Activity 5 1. Have your training partner call you, but not leave a voicemail. Confirm missed call notification as described in slide: Missed Calls and Voicemails. 2. Have your training partner call and leave you a voicemail. Listen to your voicemail following the steps in slide: Listen to Your Voicemail. 3. Switch roles with your training partner and repeat #1-2. 20
Review This course covered the following basic voice features of the Lync client: Devices Make a Call Answer a Call Manage a Call Missed Calls and Voicemails 21