Transcript End User Training - Eastern Iowa Community College District

IP Communications User Training
Clinton Community College
Table of Contents
Section 1 – Getting to Know Your Phone
–
Phone Anatomy……………………………….…3
–
Using the Softkeys…………………………........4
Section 2 – Basic Calls
–
Using the Extension Mobility Feature…………..19
Section 6 – Frequently Asked Questions
–
Frequently Asked Questions…………………….20
–
Placing a Call…………………………………..…5
–
Dialing a Number………...……………………....6
–
Answering an Incoming Call……………….........7
–
Ending a Call………………………………….......8
–
Cisco Unified Personal Communicator………...22
–
Transferring a Call………………………………..9
–
Logging In…………………………………………23
–
Putting a Call on Hold…………………………...10
–
Layout ………....................................................24
–
Answering a Second Call………………….........11
–
Changing Status……….....................................25
–
Parking and Retrieving a Call…………………..12
–
Adding New Contacts........................................26
–
Forwarding All Calls……………………………..13
–
Communicating.…………………………………..27
–
Searching for Users….……...............................28
Section 3 – Voicemail
–
Becoming a Voicemail Subscriber……………..14
–
Voicemail Management….……………………...15
–
Accessing Voicemail from an Outside Line…...16
Section 4 – Conference Calls
2
Section 5 – Extension Mobility
–
Making a Conference Call (Basic)…………......17
–
Making a Conference Call (Meet-Me)………....18
Section 7 – Ongoing Support
–
Where to Get Additional Support……………….21
Section 9 – Cisco Presence Application
Phone Anatomy
3
Using the Softkeys
Softkeys: Point to feature options displayed along the
bottom of the LCD screen.
• Press the button beneath
any softkey to select that
function.
• Softkeys change
depending on the feature
in use.
• Select the more softkey
to see more softkeys.
4
Softkeys: first
screen
Softkeys: when
more button is
pressed
Placing a Call
Line Buttons
There are many ways to place a
phone call.
•
Lift the handset
•
Dial the phone number
Other ways include the following:
1. Dial the phone number
2. Do one of the following:
•
Lift the handset
•
Press the line button for the
line you wish to call on
•
Press the Speaker button
•
Press the Headset button
Handset
Speaker
Headset
5
Dialing the Number
Inside Calls:
Dial the 4-digit extension
number
Outside Calls:
Dial “9” + the number
Example – 9+1 (XXX) XXX-XXXX
Example – 9+ XXX-XXXX
Dial or transfer to someone's
voicemail:
Dial “ * ” + the extension
number
6
Answering an Incoming Call
• Lift the handset
Line Buttons
• Or, answer with the
speakerphone; either:
– Press the Speaker button
– Press the Answer softkey
– Press the line button for
the incoming call
• Or, answer with a headset;
either:
– Press the Headset button
(If not lighted)
– If lighted, either:
Mute
• Press the Answer softkey
• Press the line button for the
incoming call
7
Handset
Softkeys
Speaker
Headset
Ending a Call
• Depending on how the call was
placed (or accepted), do one of
the following:
– Hang up the handset
– Press the Speaker button
– Press the Headset button
– Press the EndCall softkey
Handset
Speaker
Softkeys
Headset
8
Transferring an Incoming Call
• General Process:
Transfer – Dial Number – Transfer
– 1st Transfer places a caller on hold
– 2nd Transfer connects the two
parties
• Option 1 – Warm
– Transfer – Dial – Speak with
receiving party – Transfer
• Option 2 – Cold
– Transfer – Dial – Transfer
• If the party refuses
– press the Resume softkey to
re-join the original call
– To transfer to voice mail:
Transfer – * – Extension – Transfer
9
Softkeys
Putting a Call on Hold
• Press the Hold softkey
• To return to the call, press
the Resume softkey
• If you have multiple calls on
hold:
– Use the Scroll key to select
the call to resume
– Press the Resume softkey
Softkeys
10
Scroll
Answering a Second Call
• While on the first call:
– If necessary, press the Scroll key to highlight the
second call
– Then, press the Answer softkey. This
places the first call on hold.
• To resume either call:
– Use the Scroll key to select the call
– Then, press the Resume softkey.
• To end either call:
– Use the Scroll key to select the call
– Then, press the EndCall softkey.
• After ending either call, press
the Resume softkey to resume
the other call.
• I-Divert Softkey
– When receiving a call, press the IDivert
softkey to send the call directly to voicemail Softkeys
11
Scroll
Parking and Retrieving a Call
Park an active call on one phone and retrieve the call on another phone.
•
During a call, press the more
softkey, then the Park softkey
•
The parking extension is
automatically assigned
•
Hang up
•
From any IP phone, dial the Call
Park extension
•
Note 1 – The Call Park extension
is displayed on the screen (for
approximately 15 seconds)
•
Note 2 – You have 90 seconds
to answer the call, then it starts
ringing at the original phone
•
Note 3 – All Park Extensions will
be 8830 – 8839.
12
Softkeys
Forwarding All Calls
• To forward all incoming calls to
another extension:
–
Press the CFwdAll softkey
–
Dial the number to which you
want to forward all your incoming
calls
• A flashing right arrow appears
in the top right corner of your
phone’s display and the forward
destination appears near the
bottom of the display
• You are able to forward to:
–
–
–
Voicemail (Press CFwdAll then
Messages)
Another Extension (which could
be a person or a group)
Outside Line (Ex. cell phone)
• To turn off forwarding, press the
CFwdAll softkey
13
Softkeys
Becoming a Voicemail Subscriber
1. Press the Messages button
2. Enter your Password (12345 by default)
3. Listen carefully to the prompts and respond as
prompted:
– Record your name
– Record a personal greeting that outside callers will
hear when you do not answer your phone
– Change your PIN to something other than 12345 that is
at least 4 digits long
4. The system will tell you when you have finished
enrollment
14
Voicemail Management
Checking Voicemail
1. Press the Messages button
2. Enter your PIN and press #
3. Follow the voice instructions
During a Message
1. Restart
2. Save
3. Delete
7. Rewind
9. Fast Forward
After a Message
Voicemail Rules
-
Each mailbox can hold
approximately 30 short messages
-
Deleted messages will be purged
after 24 hours
-
Saved messages will be deleted after
30 days
15
1. Replay
2. Save
3. Delete
5. Forward
6. Save As New
7. Rewind
Accessing Voicemail from an Outside Line
1. Dial your personal work phone number
Or Dial (563) 244-7195
*
3. Enter your ID (your extension number) and #
2. When Voicemail answers, press
4. Enter your PIN and press #
5. Follow the voice instructions
When listening to the automated message:
16
*
Accesses your voicemail box
#
Skips past the automated message so you can leave a message
Making Conference Calls (Basic)
Ad-Hoc Conferences follow the same process as transfers.
1. Place or answer a call
2. Press the more softkey, then, press the
Confrn softkey. This selects a new line
and places the first call on hold
3. Dial another telephone number
4. When the next call is answered, press the
Confrn softkey to add this person to the
conference call. You should now be able
to speak to both called parties
5. If you wish, you can add up to 4 more
calls; for each, press Confrn, dial the next
number, then press Confrn
•
Maximum participants is 6 (5 other lines
and yourself)
•
To review the list of participants on the
call, press the ConfnLst softkey
Softkeys
17
Making Conference Calls (Meet-Me)
1. To Create a Meet-Me Conference
1. Lift your receiver
2. Press the more softkey, then, press the
MeetMe softkey
3. Dial a Meet-Me number
2. To Attend a Meet-Me Conference
1. From any phone on your network
– dial the Meet-Me number
2. From any phone outside of the network
– call an internal phone and have them
transfer you to the MeetMe extension
•
Max of 10 members
•
No ConfList softkey functionality
•
MeetMe Extensions are:
8850 – 8869
18
Softkeys
Using the Extension Mobility Feature
• At any designated phone that
supports Extension Mobility:
– Press the Services button
– Press the Scroll key to highlight the
Login service, then press the Select
softkey
– Enter the User Name (your network or
Windows user ID) and 12345
– Phone resets with your profile
• To log out:
– Press the Services button
– Use the Scroll button to scroll to logout,
then press the Select softkey
Scroll
Services
19
Frequently Asked Questions
Q. I am picking up the handset and pressing the “Answer”
softkey, why am I not able to hear anything?
A. You only need to pick up the handset OR press the “Answer” softkey. The
“Answer” softkey generally turns to “Hold” when you pick up the receiver.
Q. Does #912121 still work?
A. No. The Cisco phones will use “CFwdAll” as a softkey that allows you to
forward all calls to voicemail. IDivert will ignore that one particular call.
Q. How do I forward calls to my cell phone?
A. Press the “CFwdAll” softkey followed by your cell phone number. Regular
rules apply so you will need to dial 9 + your cell phone number.
Q. Can I clear the call history from my Dialed, Received, and
Missed Calls menus?
A. Yes, through the call history menu you will see an option to “Clear” – keep in
mind that this will clear all entries.
“More” > “Delete” – Delete one single entry.
20
Where to Get Support
• Local Questions
– Deb Richter
– Extension: 7030
• EICCD Support
– Name: IT Helpdesk
– Extension: 3456
• In an emergency (non-phone), dial: 911 or 9911
21
Cisco Unified Personal Communicator
• Commonly known as “Personal Communicator”
or “Presence”
• Software tool installed on your PC
• Offers a single application for Internal
Communications:
– Viewing Other Users Availability Before You Call
– Display Your Own Availability for Others to See
– Dialing
– Instant Messaging
– Emailing
22
Presence – Logging In
• User ID – Same as the Windows password
you use to log into your computer
• Password – Same as the password you use
to log into your computer
• Click on Change Server to open up the
address box and enter 10.10.0.30
– You will only have to enter this the first time
• It is generally recommended to check the
box for Automatically Sign In
10.10.0.30
23
Presence – Layout
History
My Availability
Search Pane
Groups
Other Users’ Availability
Availability Status Include:
24
•
Available (Green)
•
On the Phone (Yellow)
•
Busy (Yellow)
•
Away (Yellow)
•
Do Not Disturb (Red)
•
Not Available (Grey)
Presence – Changing Status
• Click on the arrow next to your current
availability
• Choose an option from the drop down
menu
• To create a custom message
25
•
Choose “Edit Status Menu…”
•
Choose the type of status (Available, Busy, or Do
Not Disturb)
•
Type in the custom message
•
Choose Add
Presence – Adding New Contacts
• To Add a Contact
– From the main screen click Contact
– Choose Add Contact
– From the Add Contact pop-up menu
type in the name of the person you
want to add
– Click Search
– Choose the person from the Search
Results
– Choose which group to add the
contact to
– Click Add
26
Presence – Communicating
• Highlighting a contact will give
you communications options
– Click on the phone to call
– Click on the IM bubble to start an instant
message chat
– Click on the letter to start an email
• Double-click on a contact to start an
instant message chat
– Type in a message and press Enter to send
• Hold down control and click on contacts
to select multiple people
– Right click on one of the users to start a
Conference Call or Group Chat
27
Presence – Search
• Even if you have not added a person as
a contact, you can still see them in
Presence
• Click in the Search Pane and type in a
name and you can
– See the user’s availability
– Right-Clicking on the user to:
• Chat
• Call
• Add to Contact List
28