Telephone & Voice Mail End User Training

Overview

           The new system should be fully live & receiving incoming calls on Wednesday morning, August 13

th

.

The new Cisco system runs on the data network. The new phones plug into data jacks and end users plug their computers into the back of the phones. Telephone moves can be done by end users. If moving to an office that has a phone in it already, please return that phone to ITS.

Extension numbers, fax and telephone numbers have NOT changed.

The University has decided not to implement authorization codes for long distance calling. All users with voice mail must initialize their new mailbox. The default voicemail PIN is 1234. Messages in the current voice mail system cannot be moved to the new system. It is recommended that old messages are deleted.

Old phones will be collected in late August/September.

Verify the name on your phone by calling yourself or someone else.

Telephone questions or problems should be directed to ITS department for resolution: [email protected]

Phone tips and user guides: http://uhaweb.hartford.edu/newphone/

Overview of New Features

   Unified Messaging: In the future, users will have the choice to receive a copy of voice mail messages in their email as a .WAV attachment. To be rolled out by ITS.

Jabber Instant Messaging will give users access to instant message & status information for logged in users. To be rolled out by ITS.

Mobility allows calls to ring a your desk extension & on a mobile device. Unanswered calls go to your University voice mail, not the cell VM. To be rolled out by ITS to users who need this functionality.

Telephone Models

7821/7841

2 or 4 Line speakerphone. Magnetic bezel.

8961

5 Line speakerphone.

3905

Single-line speakerphone.

Line Keys

Line Keys

&

Session keys

Line Keys

are the 2 or 4 buttons on the left & right side of the display on model 7821 & 7841 phones. 5 buttons on the left hand side of the phone on model 8961’s. NOTE: The primary line on any phone is always the top, left button.

Session Keys

are the 5 buttons on the right side of the display. Session keys only apply to model 8961 phones. Calls stack up on the session keys.

Soft Keys

vs.

Fixed keys

Soft Keys

are 4 buttons below the display. Soft keys change depending on the state of the phone. Soft keys can be used for features such as: Call

Pickup, Redial, Divert, Call

Forward & etc.

Fixed keys

functions never change. Fixed keys are:

Transfer, Hold, Conference, Applications, Messages, Contacts, Speaker, Headset,

Mute and Volume up/down.

Model 7821/41

Navigation Key is used to scroll through menus on the phone display.

Model 8961

• •

Need to know…

Dialing out – Dial 4-digit extension or 9 and an outside number.

Hold & hold retrieve – HOLD key on models 7821/7841 or HOLD key on 8961.

Press Hold fixed key to put a call on hold.

Press Resume soft key or Press the blinking Line key to retrieve the call. Note: If a line is shared by other phones, they can pick up a holding call from another phone. If the line is not shared, HOLD is exclusive to the phone where the call is holding.

• • Transferring calls – While on a call, press TRANSFER key, dial a 4-digit extension and press TRANSFER again or hang up to complete the transfer. Calls may be announced if you allow the party to answer before you press TRANSFER again or hang up. Transfer to VM – While on a call, press TRANSFER, press *, dial extension & press TRANSFER again or hang up.

• Call Pickup – Press PICKUP soft key to answer a call ringing in your group.

Refer to the complete quick reference guide for features.

• • •

Need to know…

Accessing voice mail from your phone

Press MESSAGES key on your phone.

Enter your PIN and #.

AS A NEW USER, your default PIN is: 1234 #

New users will be taken through a tutorial.

You will be instructed to: Record your name for the directory Record your standard greeting Enter a new PIN (Minimum is 4-digits.)

Messages Key Model 7821/41 Model 8961 Accessing voice mail from a different phone

Press MESSAGES key or dial 5522 or 7787 at any phone and press * (star) Enter your ID and press # (ID is your 4-digit mailbox number) Enter your PIN and #.

Access voice mail from outside the office

Call 860-768-5522 or 7787. Press * when you hear the greeting.

Enter your ID, which is your 4-digit extension, and press #.

Enter your PIN and #.

Refer to the complete quick reference guide for features.

•

PARK:

•

RETRIEVE PARKED CALLS:

•

CONFERENCE CALLS

•

ALL CALL FORWARD

Good to know…

While on a call, press MORE soft-key and PARK soft-key & note the number the call is parked on in the display – valid numbers are 290 – 299 .

Go to any phone & dial the 3-digit number that call is parked on. While on a call, press CONFERENCE key Dial 4-digit extension or dial 9 and an outside number.

Press the CONFERENCE key again to join parties together. Press MORE soft-key, press FORWARD ALL soft-key. Dial 4-digit extension or press MESSAGES to call forward your line to voice mail.

Press MORE soft-key & FWD OFF soft-key to disable forward.

Refer to the complete quick reference guide for features.

Contacts & Applications

 Contacts key is to access the corporate directory. Search by first name or last name. Use the navigation key to scroll and select person to dial. Press Contacts key again to exit.

 Applications key used to customize ring tone and display brightness or access call history (up to 150 records.) Use the navigation key to scroll and select. Use soft keys to view Details about a call record. Press the Applications key again to exit.

Note about Call History: Calls can be made from Call History records by highlighting the record and selecting the CALL/DIAL soft-key. Some calls may need to be edited before dialing out, for instance to add a “9” in front of the outside number. Press the MORE soft-key & EDITDIAL soft-key to add a “9” to a selected call history record.

LISTENING TO MESSAGES During Message:

Review Message

SAVE DELETE

1

2 3

Slow Playback Change Volume Fast Playback Rewind Pause/resume Fast Forward Fast Forward to End Save as New 4 5 6 7 8 9 # ##

After Message:

Repeat Message 1

SAVE DELETE

Reply ALL

2 3

Reply (record or live reply) 4 42 Forward Message Mark as New Skip Back Message Properties (Date & Time) 5 6 7 9

USE THESE KEYS ANYTIME Help

Cancel/Back up Skip/Move ahead

0

* # Voice Mail Flow Chart

MAIN MENU 1

Listen to new messages 3 Listen to saved & deleted messages

2

Send a message 4 Set up options 5 Find a specific message 6 List Meetings (Only available with Unified Messaging.) 7 External Messages

SENDING A MESSAGE

Record Message & press #. Enter extension & press #.  # Send Message  1 Mark Urgent  2 Return Receipt  3 Mark Private  4 Set Future Delivery  5 Review Message  6 Rerecord Message  7 Add to Message  91 Add Names  92 Delete Names  95 Copy Yourself

SET UP OPTIONS

Greetings  4 Hear all Greetings 1  1 Rerecord   2 Turn on Alternate

(After enabling greeting, press 1 to set an end date or 2 to turn off manually.)

3 Edit other Greetings Message Settings  1 Change Message Notification   4 Edit Private Lists (1-25) 2 3 Change Menu Style Preferences  1 Change PIN   2 Change Name 3 Directory Listing Transfer Settings 3

4

 1 Standard Transfer Rule  2 Alternate Transfer Rule  3 Closed Transfer Rule  4 Personal Transfer Rules

(Feature only applies to callers who dial extension from auto attendant, not calls on direct lines.)

Alternate Contact Numbers

5

 # Edit Transfer Number

(Feature must be enabled by a system administrator.)

QUESTIONS?