User Guide for VoIP Desk Phones
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Contents |
Calling
Internal Extension
Lift handset Listen for dial tone Dial the extension number for the party you wish to reach
Leave a VoiceMail (direct)
Lift handset
Listen for dial tone
Dial 7 plus the extension number of the party for
whom you wish to leave a voicemail message
Outside Number
Lift handset
Listen for dial tone
Dial normally, as you would from your home phone
dialing '9' is NOT needed to make an outside call
Internal prefixes are not allowed to match local prefixes (this is why you do not have to dial '9' first when placing an outside call). However, if a new local prefix is added that matches an internal extension already in use you may still place a call to a number in that prefix by dialing the area code first, for example to reach 218-4286 you can dial 1-541-218-4286. You will not be charged for long distance if the 218 prefix is a local prefix.
Setting the Outbound Caller ID Number
If your organization has more than one phone number and your phone system has been configured to allow outbound Caller ID selection (check with your system administrator), then to select the Caller ID that will appear on outside calls you may prefix the dialed number with #XX, where XX is 2 digit code for the Caller ID to use:
Lift handset Listen for dial tone Dial #XX, the outbound Caller ID code Dial normally, as you would from your home phone
See your system administrator for the correct 2 digit code to use for each Caller ID.
Hold
There are two different kinds of hold:
A call on local hold can only be picked up from your extension. A call on global hold (aka Parked) can be picked up by any extension.
The caller will hear music (or your custom message) while on either hold.
Local Hold for VoIP Desk Phones
Local Hold on the VoIP Desk Phones is just plain local hold.
The VoIP Desk Phones have extra buttons to make various features easier to initiate.
To Place a Call on 'Local' Hold (VoIP Desk Phone)
Press Hold The hold button looks like a little hand The extension button will turn red and blink
With the Call on 'local' Hold You May: (VoIP Desk Phone)
Do Nothing and engage in some other activity. the caller will remain on 'local' hold listening to music. -or- Hangup and engage in some other activity. the extension button will continue to blink red
To Pickup a Call from 'Local' Hold (VoIP Desk Phone)
Press the Extension Button (that is blinking red)
Global Hold (Parking) for VoIP Desk Phones
Global hold is also known as Parking a call.
A parked call can be picked up from any extension.
To Park a Call
1 Press an Unused (green) extension button this places the original call on hold, plays music for the caller, and gives you dial tone on the new extension 2 Dial 700 3 Listen for the parking extension to be announced 4 Press the 'xferlx' soft-button (second from left) the original caller is placed on the parking extension the original caller continues to hear music
To Pickup a Parked Call
1 Press an Unused (green) extension button 2 Dial the parking extension (on which a caller was reviously parked)
Transfers
Unannounced Transfers for VoIP Phones
Regular Method
While on a call:
1 Press an unused (green) extension button on the top-right.
2 Dial the extension or phone number to which you wish to transfer the call
3 Press the "xferLx" soft-button (second from left)
the caller is transfered to the extension or number you dialed
4 Hangup
Alternative Method (Blind Transfer)
This method is technically better, but it has an extra step 1 Press Right-Arrow (to display the second soft-button page) 2 Press "bxfer" soft-button 3 Dial extension or phone number to which to transfer the call 4 Press "dial" soft-button 5 Hangup
Announced Transfers for VoIP Desk Phones
Announced transfers for VoIP Desk Phones are just like unannounced transfers, except that you wait for the recipient to answer and then announce the call to him. If the recipient is unavailable or can't take the call right now, it is easier (fewer button presses) to go back to the original caller and/or try another recipient.
While on a call:
1 Press an unused (green) extension button on the top-right.
2 Dial the extension or phone number to which you wish to transfer the call
3 Wait for the recipient to answer
If the recipient answers:
4 Announce the call to the recipient
If the recipient can take the call
5 Press the "xferLx" soft-button (second from left)
the caller is transfered to the recipient
If the recipient can not take the call, you can
Go back to the original caller
5 Press the blinking red button on the callers line
-Or- Try another recipient
5 Hangup
6 Go to step 1
If the recipient does not answer, you can
Go back to the original caller
4 Press the blinking red button on the callers line
-Or- Try another recipient
4 Hangup
5 Go to step 1
Park and Find Method
Park and Find is useful if you must actually leave your desk to locate the recipient (in which case the recipient can 'pickup' the call from the parking extension without you having to return to your desk to 'send' the call to the recipient).
caller - the party with whom you are currently engaged in a call recipient - the party to whom you wish to transfer the call The caller is parked (placed on 'global' hold) while you make one or more attempts to reach the recipient.
You Park the Call 1 Put the caller on Global Hold (previously explained)
You locate the Recipient
2 Walk about, locate the recipient and tell him the parking extension number -Or- 2 Dial the recipient's extension or outside phone number If Answered 3 Announce tell the recipient about the caller and the parking extension that the caller is being held on If No Answer 3 Hang up 4 Go back to step 2 and try a different number
The Recipient UnParks the Call (retrieves the call from 'global' hold)
If the recipient is on an internal phone (station), the recipient does this:
1 Dial the parked extension number
If the recipient is on an outside phone (a PSTN phone - see glossary for a definition of PSTN)
If you and the recipient have not yet hungup, the recipient does this:
1 Press '#' if the recipient presses '#' before you hangup, then
you will be placed on temporary hold (after which you can)
hangup) and he will be get a dial tone from the PBX (see glossary for
a definition of PBX)
2 Listen for dial tone (from the PBX)
3 Dial the parked extension number
If you and the recipient have hungup, the recipient does this:
1 Dial the roaming access number for your company
2 Enter his passcode
3 Listen for dial tone (from the PBX)
4 Dial the parked extension number
Conference Calls
3-Way Conference
Creating a 3-way conference is similar to the method used for a quick transfer
1 Press a Green Lx the original call is placed on 'local' hold
2 Dial the extension or outside phone number to create a second call
If Answered
3 Press "confLx" you, the original call and the second call
are joined in a conference call
If No Answer or voicemail
3 Hangup a conference call is temporarily created
4 Go back to step 1 to try again
When you are done with the conference call
Hang Up all calls are dropped
-or-
Press a Red Lx to hangup only that party
Multi-Way Conference
In a 'Multi-Way Conference', multiple callers can participate in a single conference call.
In this type of conference call there exists a wide range of features,
including passcode access, monitor only, announced entrance and recording.
Internal participants 1 Dial the conference extension number (normally 770, 771 or 772)
Outside participants 1 Dial A company PSTN (see glossary) number that offers a menu 2 Dial the conference extension number (normally 770, 771 or 772)
VoiceMail
Phone Access to VoiceMail
To access your voicemail box
From your extension Dial 999 you do not need a passcode From any extension Dial 998 you need to know your box number and passcode From any phone Dial your company's admin number Dial 998 you need to know your box number and passcode
To access someone else's voicemail box
From any extension Dial 998 you need to know their box number and passcode From any phone Dial your company's admin number Dial 998 you need to know their box number and passcode
To access a shared voicemail box
From any extension Dial 980,1,2... for shared voicemail box 230,1,2... you need to know the passcode From any phone Dial your company's admin number Dial 980,1,2... for shared voicemail box 230,1,2... you need to know the passcode
Navigating your voicemail box (by phone)
Top Level Options
1 New Messages (NA if no new messages)
2 Change Folders
3 Advanced Options
0 Mailbox Options
* Help (just replay these options)
# Exit
New or Old Messages Options
3 Advanced Options
4 Play Previous Message
5 Repeat Current Message
6 Play Next Message
7 Delete Current Message
8 Forward Message to Another User
9 Save Message
You will be promted with a list of folders
* Help (just replay these options)
# Exit
Change Folders Options
0 New Messages
1 Old Messages
2 Work Messages
3 Family Messages
4 Friends Messages
# Return to Top Level menu
Advanced Options
1 Send Reply
Only available if you have just listened to a message
2 Hear Message Envelope
Only available if you have just listened to a message
* Return to Top Level menu
# Exit
MailBox Options
1 Record Unavailable Message
2 Record Busy Message
3 Record Name
4 Record Temporary Greeting
Note the temporary greeting will supercede both your busy and unavailable
messages, so be sure to delete it when it is no longer applicable.
When you record a message you have these options:
1 Accept your message
2 Listen to your message
3 Erase and Re-record your message
5 Change Passcode
* Return to Top Level Options
Web Access to VoiceMail
To access your voicemail box
From Call Manager Click on "VoiceMail" or on 'VM' in TopLinks you do not need a passcode -or- From https://copbx.com/cm/vm_login.html you need to know your username and password (the same username and password required to login to Call Manager)
For each message you have these options
Play Play the message on you computer's speakers Delete Select the message for deletion Move Select the message to be moved to old messages Submit Carries out the move and deletion actions and redisplays
File Type <--> Application Association
Sometimes your browser will use the wrong application to play a voice mail audio file. In that case you can configure the browser to use another application. Windows Media Player is the usual choice on PCs.
Internet Explorer Browser
- Right click on 'start'
- Left click on 'Explore', 'Tools', 'Folder Options...' and the 'File Types' tab
- Scroll down to and click on the 'WAV' Extension line
- Left click on the 'Change' button
- Select 'Windows Media Player'
- Click on 'OK', 'Close' and then close the 'Start Menu'
- Voice mails should now play correctly
Mozilla Firefox Browser
- Older Versions (1.x)
- Click on 'Tools', 'Options' and 'Downloads'
- Click on the 'Plug-Ins' button
- Scroll down to the 'WAV' Extension
- Uncheck 'Enabled' for the 'WAV' line
- Click on 'OK', 'OK'
- The next time you play a voicemail audio file it will ask what program to use, select Windows Media Player
- Newer Verstions (2.x)
- Click on 'Edit', 'Preferences', 'Content' and the on the 'Manage...' button under 'File Types'
- Scroll down to and click on the 'WAV' Extension line
- If there is no line for 'WAV' it means that you have not played a 'WAV' file before, and the first time you do you will be asked what program to use, then select Windows Media Player
- Click on the 'Change Action' button
- Change the action to Windows Media Player
- Click 'OK', then' Close' and then 'Close' once more. Done.
VoiceMail Message Limits
Because of the convenience of voicemail to email, fewer users are actually accessing their voicemail box and as a result more voicemail boxes are reaching the 100 message hard limit. To accommodate these users we will, each night, delete the oldest messages in excess of 75. This still allows for ample message storage and a minimum of 25 new messages each day without ever having to access your voicemail box.
Glossary
PSTN
Public Switched Telephone Network
The telephone system we have all been using for
the last 100 years and have all grown to dislike
Flash
Most modern phones have a Flash button Some office phones have a 'Transfer' button. On older phones you may briefly depress the switch hook (where the handset rests)
VoIP
Voice over Internet Protocol. You dial, talk and listen just like any plain telephone. Because computers can 'understand' IP we can provide far more calling features at a lower cost.
Station
All stations have an extension number that when called will cause a phone or some other device to ring, or otherwise indicate that there is an incoming call.
Regular Station
A phone, with a dial pad and a handset (for listening and talking). There are two types:
VoIP Phone - the VoIP electronics are build into the phone.
Phone & Adapter - A regular phone with the VoIP electronics in a seperate adapter box.
Pseudo-Station
A Pseudo-Station is a station that has an extension number, but can only forward incoming calls to another station or to a PSTN phone. A Pseudo-Station does not have any phone hardware (adapter or sipphone) directly associated with it, because all calls are forwarded to some other station or PSTN phone.
Soft-Phone Station
Software converts your computer to a phone so you can talk on a headset plugged into your sound card.
Ring Group
One or more stations that will ring simultaneously. The first one that answers gets the call.
Extension Number
A number that, when dialed, will reach one of the following:
Station either a regular station, pseudo-station or softphone station
Ring Group e.g. technical support, sales, etc...
Menu an automated list of options for the caller to choose from
VoiceMail where you can either leave a message, or if it is your voicemail
you can pickup your messages
Announced Transfer
The Original call is placed on hold. You call and talk to the second party, without the original caller hearing what you say. After talking to the second party, you may connect the original caller with the second party.
Blind Transfer
The original call is placed on hold. You initiate a call to the second party. You connect the original caller with that call. You do not talk to the second party, and don't even know if the call is answered, hence the term blind transfer.
Queues
Callers are placed in a queue when call volume exceeds staff capabilities. Callers listen to music while waiting. Queue position is periodically announced to each caller. Callers are connected to the next available staff member.
Parking aka 'Global' Hold
Callers are placed on 'global' hold (also known as 'parking' a call) and
assigned a temporary extension number (701, 702, 703...).
Parked called can be picked up from any station (and even from PSTN phones!).
Menu
Incoming calls may be directed to a Menu, part of an Interactive Voice Response system. A recorded message is played for the call, often including options like 'press 1 for sales', 'press 2 for help', etc.
Menu Option
A menu option is one the the options a caller may select from a menu by pressing a dial pad key, eg '1' may connect the caller to the tech support queue '2' may connect the caller to the bookkeeping menu '3' may ring directly to the sales ring group
Forwarding
'Forwarding' automatically transfers calls to an extension other than the one that was dialed
There are 2 forwarding methods:
1. Change the setting on the Configuration/Feature server.
2. Change the setting on your VoIP phone or VoIP adapter.
HOWEVER this method is discouraged because it may lead to
confusion and can only be undone from your station.
