IP Communications User Training Clinton Community College

Table of Contents Section 3 – Voicemail Section 1 – Getting to Know Your Phone Phone Anatomy……………………………….…3 Using the Softkeys…………………………........4 Section 2 – Basic Calls Placing a Call…………………………………..…5 Dialing a Number………...……………………....6 Answering an Incoming Call……………….........7 Ending a Call………………………………….......8 Transferring a Call………………………………..9 Putting a Call on Hold…………………………...10 Answering a Second Call………………….........11 Parking and Retrieving a Call…………………..12 Forwarding All Calls……………………………..13 Section 3 – Voicemail Becoming a Voicemail Subscriber……………..14 Voicemail Management….……………………...15 Accessing Voicemail from an Outside Line…...16 Section 4 – Conference Calls Making a Conference Call (Basic)…………......17 Making a Conference Call (Meet-Me)………....18 Section 5 – Extension Mobility Using the Extension Mobility Feature…………..19 Section 6 – Frequently Asked Questions Frequently Asked Questions…………………….20 Section 7 – Ongoing Support Where to Get Additional Support……………….21 Section 9 – Cisco Presence Application Cisco Unified Personal Communicator………...22 Logging In…………………………………………23 Layout ………....................................................24 Changing Status……….....................................25 Adding New Contacts........................................26 Communicating.…………………………………..27 Searching for Users….……...............................28 The Cisco IP Phone 7960G or 7940G is a full-feature telephone that provides voice communication over the same data network that your computer uses, allowing you to place and receive phone calls, put calls on hold, speed dial numbers, transfer calls, make conference calls, and so on. In addition to basic call-handling features, your phone supports specialized or advanced telephony features that can extend and customize your call-handling capabilities. Your Cisco IP Phone also provides you with: Access to network data and services—You can access specialized web-based services from your phone Online control from your User Options web pages—You can customize your phone’s features using a web browser on your computer An online help system—You can obtain information about features, buttons, softkeys, and menu items directly from your phone Buttons and Hardware Some of the hardware features on your Cisco IP Phone include: Buttons for speakerphone mode and headset mode Four softkey buttons for access to telephony features Four feature buttons for access to messages, directories, services, and settings Programmable buttons for phone lines, features, speed-dial numbers, and services A help button for on-the-spot information Because most phones are configured for a single line, these instructions generally assume a single line for the sake of simplicity. Multiple line installations typically can follow the same instructions with an occasional additional step of selecting a line button or scrolling through a list to select a particular line. Refer to the quick reference guide or the user guide for your phone for specific instructions for phones with multiple lines. 2

Phone Anatomy The Cisco IP Phone 7960G or 7940G is a full-feature telephone that provides voice communication over the same data network that your computer uses, allowing you to place and receive phone calls, put calls on hold, speed dial numbers, transfer calls, make conference calls, and so on. In addition to basic call-handling features, your phone supports specialized or advanced telephony features that can extend and customize your call-handling capabilities. Your Cisco IP Phone also provides you with: Access to network data and services—You can access specialized web-based services from your phone Online control from your User Options web pages—You can customize your phone’s features using a web browser on your computer An online help system—You can obtain information about features, buttons, softkeys, and menu items directly from your phone Buttons and Hardware Some of the hardware features on your Cisco IP Phone include: Buttons for speakerphone mode and headset mode Four softkey buttons for access to telephony features Four feature buttons for access to messages, directories, services, and settings Programmable buttons for phone lines, features, speed-dial numbers, and services A help button for on-the-spot information Because most phones are configured for a single line, these instructions generally assume a single line for the sake of simplicity. Multiple line installations typically can follow the same instructions with an occasional additional step of selecting a line button or scrolling through a list to select a particular line. Refer to the quick reference guide or the user guide for your phone for specific instructions for phones with multiple lines. 3

Using the Softkeys Softkeys: Point to feature options displayed along the bottom of the LCD screen. Softkeys: first screen Softkeys: when more button is pressed 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. Four softkey buttons are available for access to telephony features. Each softkey activates a softkey option displayed on your phone screen Activate a softkey function by pressing the corresponding softkey button. A navigation button beneath the softkeys allows you to scroll through menus and highlight items. It is used in conjunction with softkeys to activate highlighted items. Press a relevant softkey such as Select or Dial to finish the action. 4

Placing a Call There are many ways to place a phone call. Line Buttons There are many ways to place a phone call. Lift the handset Dial the phone number Other ways include the following: Do one of the following: Press the line button for the line you wish to call on Press the Speaker button Press the Headset button Handset To place a call, simply pick up the handset and dial. Or use one of the many other available options. The figure shows a few of the most commonly used ways to place a call. Also refer to the phone’s quick reference guide for more detailed instructions. Headset Speaker 5

Dialing the Number Inside Calls: Outside 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 This figure shows you how to place calls from your location. 6

Answering an Incoming Call Lift the handset 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: Line Buttons Softkeys Handset To answer a call, pick up the handset. To answer with a headset, press the headset button, if unlit. Or, if the headset button is already lit, press the Answer softkey, or press the line button to select the line for the incoming call. To answer with the speakerphone, press the speakerphone button, or press the Answer softkey, or press the line button to select the line for the incoming call. See your quick reference guide for more detailed instructions and other available features. Headset Mute Speaker 7

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 Softkeys Handset To end a call, hang up. To hang up while using the handset, return the handset to its cradle or press the EndCall softkey To hang up while using the headset, press the headset button. If you want to keep headset mode activated (keep the button lit after hanging up), press the EndCall softkey. To hang up while using the speakerphone, press the speakerphone button, or press the EndCall softkey. To hang up one call but preserve another call on the same line, press the EndCall softkey. If necessary, remove the call from hold first. Headset Speaker 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 Softkeys Transfer redirects a call to another phone. To transfer a call without talking to the transfer recipient, press Transfer and enter the target number. When you hear the call ringing, hang up. Depending on how your system administrator configured your phone, you might have to press Transfer again to complete the transfer. To cancel the transfer, press EndCall. You can also talk to the transfer recipient before transferring a call. Press Transfer, enter the target number, and wait for the transfer recipient to answer. If the recipient accepts the transferred call, press Transfer again. If the recipient refuses the call, press Resume to return to the original call. Depending on how your system administrator configured your phone is configured, you might have to press Transfer again to complete the transfer. To cancel the transfer, press EndCall. NOTE: You cannot use Transfer to redirect a call on hold. Press Transfer to remove the call from hold before transferring it. 9

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 Scroll Only one call can be active at any given time; all other calls must be placed on hold. To put a call on hold, make sure the call you want to put on hold is highlighted and press the Hold softkey. To remove a call from hold, press the Resume softkey. If there is a single call holding, the call will resume automatically. If there are multiple calls holding, scroll to the specific call (if necessary) and press Resume. 10

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: 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 Scroll To answer a call, pick up the handset. To answer with a headset, press the headset button, if unlit. Or, if it is already lit, press the Answer softkey. To answer with the speakerphone, press the speakerphone, or press the Answer softkey. To switch from a connected call to answer a ringing cal, press the Answer softkey. This answers the new call and automatically places the first call on hold. See the quick reference guide for other options and more detailed instructions. 11

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. Softkeys When you put a call on “park”, your phone displays a call park number. You or someone else can enter the call park number at another phone to answer the call from that phone. You have a limited amount of time to retrieve a parked call, usually one minute, after which the call starts ringing at the original phone. 12

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 Softkeys Use the call forwarding feature to automatically forward your calls to another phone. This feature is useful if you wish to have someone else answer your calls for you, or if you are temporarily working at another phone and wish to answer your calls yourself. 13

Becoming a Voicemail Subscriber Press the Messages button Enter your Password (12345 by default) 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 The system will tell you when you have finished enrollment Your first step in using voice mail is to enroll as a subscriber, which you do by phone the first time you press the Messages button. A set of prerecorded instructions guide you to: Record your name. Record a greeting that outside callers hear when you do not answer your phone. Change your phone password. Choose whether to be listed in the directory. (When you are listed in the directory, callers who do not know your extension can reach you by finding your name in directory assistance. You must have a recorded name to be listed in the directory.) If you hang up before finishing, you will be prompted again to complete this procedure the next time you press Messages. 14

Voicemail Management Checking Voicemail Press the Messages button Enter your PIN and press # Follow the voice instructions 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 During a Message 1. Restart 2. Save 3. Delete 7. Rewind 9. Fast Forward After a Message 1. Replay 2. Save 3. Delete 5. Forward 6. Save As New 7. Rewind You can check new and saved messages by phone. Depending on how your phones are set up, when you receive a new message, a message waiting indicator may light on your phone or you may hear a distinctive dial tone when you pick up the receiver. Once you have listened to a new voice message, it is saved until you delete it. To access voice messages by phone, press the Messages button. Enter your password, and press #. 15

Accessing Voicemail from an Outside Line 1. Dial your personal work phone number Or Dial (563) 244-7195 When Voicemail answers, press * Enter your ID (your extension number) and # Enter your PIN and press # Follow the voice instructions You can listen to your voice messages from an outside phone, or from another phone within your organization. Dial your phone number, and when Voicemail answers, press *. You might be prompted to enter your extension number and press #, and will be prompted to enter your password and press #. When listening to the automated message: * # Accesses your voicemail box Skips past the automated message so you can leave a message 16

Making Conference Calls (Basic) Ad-Hoc Conferences follow the same process as transfers. Place or answer a call Press the more softkey, then, press the Confrn softkey. This selects a new line and places the first call on hold Dial another telephone number 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 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 AD HOC Conference Your Cisco IP Phone allows you to join three or more people into one telephone conversation, creating a conference call. After calling the first participant, the conference organizer presses the Confrn softkey, calls the next participant, and presses the Confrn key again to add the most recent call to the conference. To add another participant, the organizer presses the Confrn softkey again, calls the next participant, and then presses the Confrn softkey to rejoin the conference. The maximum number of participants is 6, including the conference organizer. Softkeys 17

Making Conference Calls (Meet-Me) To Create a Meet-Me Conference Lift your receiver Press the more softkey, then, press the MeetMe softkey Dial a Meet-Me number To Attend a Meet-Me Conference From any phone on your network – dial the Meet-Me number 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 Softkeys Your Cisco IP Phone allows you to join three or more people into one telephone conversation, creating a conference call. After calling the first participant, the conference organizer presses the Confrn softkey, calls the next participant, and presses the Confrn key again to add the most recent call to the conference. To add another participant, the organizer presses the Confrn softkey again, calls the next participant, and then presses the Confrn softkey to rejoin the conference. The maximum number of participants is 6, including the conference organizer. 18

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: Use the Scroll button to scroll to logout, then press the Select softkey Scroll Services To access Extension Mobility from a Cisco IP Phone other than your own, press the Services button and then enter your login information: UserID Personal Identification Number (PIN). To log out, press the Services button and choose logout. If you do not log out, the system will automatically log you out if the phone is set up to log out automatically. If not, the next user of the phone will have to log you out. 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 EICCD Support Deb Richter Extension: 7030 EICCD Support Name: IT Helpdesk Extension: 3456 In an emergency (non-phone), dial: 911 or 9911 Take note of this information in case of technical problems or an emergency. 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: Available (Green) On the Phone (Yellow) Busy (Yellow) Away (Yellow) Do Not Disturb (Red) Not Available (Grey) 24

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 Choose “Edit Status Menu…” Choose the type of status (Available, Busy, or Do Not Disturb) Type in the custom message Choose Add 25

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