1. 1 IT Desktop Management Phone Services And Voice Mail January 2007 Prepared by Angela Mars IT Education and Training

2. 2 Table Of Contents The IT Help Desk page 4 Telephone system usage page 6 Changing the ring pattern page 9 Incoming ring tones page 10 Using the speakerphone page 12 Adjusting the volume of the telephone page 13 Placing a call on hold page 14 Transferring a call page 16 Using the redial button page 17 Call pickup page 17

3. 3 Table Of Contents Sending calls to a coverage path page 18 Forwarding calls to another extension page 19 Setting up a conference call page 20 Accessing AUDIX ® page 21 Recording your name page 23 Recording a personal greeting page 25 Activating personal greetings page 27 Retrieving messages page 28 Telephone models page 29

4. 4 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone And Voice Mail Service The IT Help Desk Contact The IT Help Desk at extension 3103 or email at help.desk@ctcd.edu for phone or voice mail assistance. Central Texas College uses a variety of Avaya telephone models. For specific information about a particular telephone model, click here.help.desk@ctcd.eduhere IT Help Desk services ●Telephone repairs (no dial tone, cannot call out, etc...). ●Moving, adding, and upgrading phones. ●Programming additional features into a phone. ●Changing the caller-id name on an extension. ●Installing/Removing a voice mailbox (AUDIX ® ). ●Resetting voicemail password.

5. 5 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone And Voice Mail Service Information needed by the IT Help Desk: ● Contact name. ● Department. ● Building and room number. ● Phone number. ● Type of phone. ● A service ticket will be issued. Use the service ticket number when updating information or checking ticket status.

6. 6 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Usage Guidelines Telephone system usage ●College telephone and voice mail systems are for official College business use. ●Personal, non-emergency calls should be charged to a personal calling card or made from personal cell phones or public pay phones. ●Departments are charged for each call made, including directory assistance calls. Therefore, employees are expected to use discretion when making calls. NOTE: Telephone Usage Guidelines are available on the IT Website.

7. 7 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Usage Guidelines Recommended telephone answering etiquette Telephone calls should be answered using the format outlined below. Alternative formats may be provided by your department supervisor. ●Answer calls as quickly as possible, preferably no later than the second ring. ●Give greeting “Good morning or afternoon.” ●State the department’s name. ●State your name. ●Ask, “How may I help you?.”

8. 8 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Dialing procedures ●Dial 5 to call an off-campus number. ●Dial 5+1411 for local or long distance directory assistance. ●Dial 5+10+10+2880 for an outside operator. ●Dial 911 for all emergency calls. DO NOT Call 5+911.

9. 9 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Changing the ring pattern 1.Press the Conf/Ring button. 1.Continue to press the Conf/Ring button to hear all eight ring patterns. 1.Stop pressing the Conf/Ring button when you hear the ring pattern that you want to use. You will hear the ring pattern two more times followed by a confirmation tone.

10. 10 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Incoming ring tones ●1 ring: Incoming call from an on-campus extension. ●2 rings: Incoming call from an outside number or Operator. ●3 rings: Priority call. ●Dial Tone: Continuous tone signifying dialing can start. ●Busy: Rapid, low-pitched tone (repeats 60 times per minute) indicating the number dialed is in use.

11. 11 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Incoming ring tones, cont. ●Intercept/Time-out Tone: Alternating high and low tone; indicating a dialing error, denial of requested service, or failure to dial within a set time (usually 10 seconds) after lifting the handset or dialing the previous digit. ●Confirmation Tone: 3 short bursts of tone; indicating activation or cancellation of a feature has been accepted. ●Recall Dial Tone: 3 short bursts of tone followed by constant dial tone; indicating a request has been accepted and dialing can begin. ●Reorder Tone: Fast busy tone (repeats 120 times per minute) indicating all trunks are busy. ●Ringback Tone: Low-pitched tone (repeats 15 times per minute); indicating the number dialed is ringing.

12. 12 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Using the speakerphone ●To answer a call Press the Spkr button. ●To answer a call when on the phone Press the Spkr button. Put the handset in the cradle. ●To hang up Press the Spkr button. NOTE: You may hear the caller on the speaker on the 6402D model telephone but cannot conduct a two-way conversation.

13. 13 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Adjusting the volume of the telephone Adjust the volume of the ring while the handset is on-hook and the volume of the conversation or speakerphone while the handset is off-hook. ●To increase the volume Press ( ) repeatedly to get a comfortable volume. ●To decrease the volume Press ( ) repeatedly to get a comfortable volume.

14. 14 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Placing a call on hold Press the Hold button. Returning to the call on hold Press the Call Appearance button of the call on hold. The Call Appearance button will have a blinking green light next to it to indicate there is a call on hold on the line. The light will return to red when you take the call off hold. Returning to the call on hold (6402D models) Press and then release the Switchhook (the mechanism that answers and hangs up a call on a telephone).

15. 15 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Hold and answer a second call If you are on the phone and a second call comes in, the phone will ring and the new call will appear on the next available Call Appearance button. ●To hold an existing call and answer a second call: Press the Call Appearance button that indicates the second call. The first call is held automatically and you are connected to the second call. ●To toggle between the two calls: Press alternating Call Appearance buttons to hold the active call automatically and connect you to the second call. ●To disconnect one call: Press the Drop button. Press the Call Appearance button of the remaining call to retrieve it. Hold and answer a second call (for 6402D models) ●Press the Hold button. The first call is put on hold. To be connected to the incoming call, press and then release the Switchhook.

16. 16 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Transferring a call 1.While on the line, press the Trnsfr button to get a dial tone. 2.Dial the extension where you want to transfer the call and follow the transfer etiquette guidelines listed below. 3.Press the Trnsfr button again to complete the transfer. Transfer call etiquette ●When transferring a call, give the caller the department or employee name along with the number in case they are disconnected. ●Check to be sure that the person to whom you are sending the call is available. ●Verify that you have the right person before connecting the call. ●If the department or person they are trying to reach is unavailable, ask the caller if they would like to be transferred to voice mail.

17. 17 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Using the redial button Press the Redial button. On-hook, the speakerphone will be automatically activated. Call pickup To use this feature you must be part of a call-pickup group. A pickup group is a set of extensions in which each member of the group can answer another member's calls. The extensions in the groups should be in an area where all members can hear each phone if it rings. If your office needs to establish a pick-up group, the group’s Manager should contact the IT Help Desk. Once you are part of a call pick up group you can pick up any other ringing extension in your group by Pressing *7.

18. 18 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Sending calls to a coverage path A coverage path can be created in the event you cannot answer your phone. A coverage path allows you to reroute calls to other extensions. You can choose the order in which alternate extensions answer an incoming call. If there is no answer on the alternate extensions, calls can be routed to AUDIX ®. Contact the IT Help Desk to set up a coverage path. ●To send calls to a coverage path: Press the Send Calls button. The Send Calls will have a green light next to it indicating the feature is active. *NOTE: 6402D models dial *3. ●To cancel send calls: Press the Send Calls button. The Send Calls light will go out. *NOTE: 6402D models dial # 3.

19. 19 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Forwarding calls to another extension ●Activating Call Forward Dial *2 with the handset off-hook. At the dial tone: Dial the campus extension where you want to forward your phone calls. A confirmation tone will indicate the Call Forward has been activated. *NOTE: Some phones may have a Call Forward button. ●Removing Call Forward Dial #2 with the handset off-hook. A confirmation tone will indicate that the Call Forward functions has been deactivated.

20. 20 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Telephone Operation Procedures Setting up a conference call A conference call can have up to six people, including yourself. 1.Dial the extension of the first person in the conference call. 1.Press the Conf/Ring button after the first person answers. The first person will be put on hold. 1.Dial the extension of the second person in the conference call. 1.Press the Conf/Ring button after the second person answers. You can now conduct a conference call with both. 1.Repeat steps 2 through 4 for each additional person in the conference call. 1.To drop the last person added to a conference call, press the Drop button.

21. 21 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Using AUDIX ® Avaya INTUITY™ AUDIX ® (Audio Information Exchange) is a call answering and voice mail system. AUDIX® answers incoming calls and allows callers to leave messages 24 hours a day. The AUDIX® system allows the creation and storage of personalized greetings that can be activated for different situations (i.e. vacation, holidays). Accessing AUDIX ® on campus/local area 1.Dial extension 1771 and wait for AUDIX ® to answer. If you are off campus, dial 526-1771. 1.Enter your extension XXXX and press # sign. If you’re at your campus telephone, just press #. 2.Enter your password and press # sign. 3.To exit AUDIX ®, dial ** 9 or hang up.

22. 22 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Using AUDIX ® Accessing AUDIX ® toll free 1.Dial (800)223-4760 within the state of Texas or (800)792-3348 out of state of Texas. 2.When prompted for extension, dial 1771 and wait for AUDIX ® to answer. 3.Enter your extension XXXX and press # sign. 4.Enter your password and press # sign. 5.To exit AUDIX ®, dial ** 9 or hang up.

23. 23 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Using AUDIX ® Recording your name To record your name in the system announcements: 1.Log into AUDIX ®, enter your extension, enter your password. 1.Press 5 to listen to the selections. 1.Press 5 again to record your name. 1.Record your name when prompted. 1.Press 1 to record again. 1.Press # to approve.

24. 24 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Using AUDIX ® Preferred voice mail greetings 1.Individual Greeting - Sample AUDIX ® Greetings For Busy/No Answer Calls: Hello, you have reached (NAME), (TITLE) at Central Texas College. I am currently on the line or away from my desk. Please leave a brief message including your name and telephone number, and I will return your call as soon as possible. 2.Departmental Greeting - Sample AUDIX ® Greeting For Call Received During Out-of-Hours Calls: Hello, you have reached the Department at Central Texas College. Our hours of operation are 7:30 a.m. to 5:30p.m. Monday thru Thursday and 7:30 a.m. to 11:30 a.m. Friday. Please leave a brief message including your name and telephone number, and we will return your call as soon as possible.

25. 25 Using AUDIX ® Recording a personal greeting AUDIX ® gives you the option of creating separate greetings for different call types. 1.Log into AUDIX ®, enter your extension, enter your password. 1.Press 3 to record a personal greeting. 2.Press 0 to listen to greetings that have previously been recorded. Enter a greeting number (1-9). 3.Press 1 to create, change, or delete a greeting. 1.Enter greeting number (1-9). Up to 9 greetings can be recorded on AUDIX ®. If you are unsure which are being used, Press 2 to scan all greetings.

26. 26 Using AUDIX ® Recording a personal greeting, cont. 6.Record your greeting. Options: Press 1 to stop or pause. Press 1 to continue. Press 2 3 to replay the recorded greeting. Press # to approve or press *D to record your greeting (repeat steps beginning at step 4). 7.Press # to approve. 7.Press 1 to use this greeting for all calls.

27. 27 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Using AUDIX ® Activating personal greetings 1.Press 1 to activate the greeting for all calls. 1.Press 3 to activate an existing greeting 1.Press 3 4 to administer call types. Options: Press 1 to differentiate between internal calls and external calls. Press 2 to differentiate between busy calls and no answer calls. Press 3 to differentiate between prime-time calls and out-of-hours calls (prime-time is 7:30am – 5:30pm). Press 4 to remove the differentiation between work-time and out-of hour calls. Press 5 to use the same greeting for all calls. 4.Press * # to return to the Activity Menu.

28. 28 Information Resources: For a campus operator dial 0. For a CTC Campus Directory dial 1156, or go by Building 118 Room 11. For Voice Mail or Telephone assistance, dial 3103. Using AUDIX ® Retrieving messages 1.Log into AUDIX ®, enter your extension, enter your password. 1.Press 2 to listen to the message header. 1.Press 0 to listen to your messages. Options: Press 2 3 to play back summary. Press *D to delete messages. Press # to skip to your next message.

29. 29 Campus Phone Models http://www.ctcd.edu/infotech/ctcitd/Education/Tech%20Tips/PDF%20Documents/Avaya/6402d.pdf

30. 30 Campus Phone Models http://www.ctcd.edu/infotech/ctcitd/Education/Tech%20Tips/PDF%20Documents/Avaya/6408d+.pdf

31. 31 Campus Phone Models http://www.ctcd.edu/infotech/ctcitd/Education/Tech%20Tips/PDF%20Documents/Avaya/6416d+.pdf

32. 32 Campus Phone Models http://www.ctcd.edu/infotech/ctcitd/Education/Tech%20Tips/PDF%20Documents/Avaya/6424d+.pdf

33. 33 Q&A? Educational Requests: Contact Angela Mars angela.mars@ctcd.edu 254-501-3103 Technical Questions: Contact the IT Help Desk help.desk@ctcd.edu 254-501-3103