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Please note: These instructions only apply to faculty and staff using Oglethorpe provided "land line" phones on campus.

1. Setting up your extension for the first time 7. Placing and Receiving Calls
2. Making changes to your Voice Title and Greetings 8. Transferring Calls
3. Change your PIN 9. Putting a call on hold
4. Checking Voice Mail 10. Creating a Conference Call
5. Soft Keys 11. Creating a Meet-Me Conference Call
6. The # key  
 

Welcome

This document provides an introduction to the new Oglethorpe University phone system, introduced in the Summer of 2009, based on Cisco Call Manger. This quick reference guide will help you use the phone system and take advantage of its many time-saving features.

You may also download a printable quick reference guide.

Setting up your extension for the first time

If you are a new Cisco Unity Messaging user, it is important that you setup your voicemail box as soon as possible. 

To set up your voicemail box and greetings press the messaging button on the phone, this looks like the following image:

                  

When you press the messaging button you will be asked for your PIN followed by #.  Your first PIN is the same number as your extension with a 5 added to the front of it.

The first time you access your voicemail box, a tutorial will start to walk you through the auto-enrollment process.  Follow the instructions to complete the setup for your Recorded Name, PIN, Personal Greeting, and Directory Listing.  If at any time you need to start the tutorial over, just hang up and log into your voicemail box again and the tutorial will restart.

While going through the prompts, the system will give you the option to leave your Recorded Name and Personal Greeting, as the system default.  It is highly recommended that you do not leave this as the default and that you personalize these prompts.

Making changes to your Voice Title and Greetings

Should you need to update your voice title, voicemail greeting, or PIN in the future, please follow the instructions below.

1) Record a voice title

A voice title is a brief recording of just your name that Call Unity Messaging plays to callers under various circumstances (such as when calls are transferred to your extension, when you forward a voicemail to another user, etc.).

How?

  • Pick up the phone and press the messages button.
  • Log in to your account by entering  <your PIN> #.
  • Press 4 3 2 to manage your voice title.
  • Wait for the tone.
  • Say your name and then press # immediately afterwards to eliminate silence.
  • Hang up the phone.

2) Record a voice-mail greeting.

A voice-mail greeting is the message that callers hear when they reach your voice mail. Your account comes with a prerecorded greeting, but it is best to record one in your own voice.

For example, your voice-mail greeting might be similar to the following:

“Thank you for calling.  Unfortunately I am not available to take your call right now.  Please leave your name, number, and a short message, and I will get back to you as soon as possible.  If you need immediate assistance, please press 0 to be transferred to the operator”

How?

  • Pick up the phone and press the messages button.
  • Log in to your account by entering <your PIN> #.
  • Press 4 1 to manage your greetings. Your current active (default) greeting plays.
  • Press 1 again to record over the default greeting.
  • Say your greeting, and then press #. The greeting you just recorded is played back.
  • Follow the prompts to accept or rerecord the greeting.
  • Hang up the phone.

Change your PIN

Your first PIN is the same number as your extension with a 5 added to the front of it. You should enter a new PIN that will be more secure.  Be sure to use at least 4 digits for the new PIN.  Do not use the same 4 digits, ascending or descending numbers, or your extension number.  Hackers try these first!!

How?

  • Pick up the phone and press the messages button.
  • Log in to your account by entering <your PIN> #.
  • Press 4 3 1 to change the PIN.
  • Follow the prompts to change your PIN.
  • Hang up the phone.

Checking Voice Mail

Knowing when there is new Voice Mail

Whenever new voice mail is left in your mailbox, the phone system will alert you to this fact in two ways – A red light will be lit on the telephone, and you will see an envelope icon next to the extension number with the voicemail.

  • How?
    • While in the Office
  • To log in, press Messages <your PIN> #.
  • Follow the prompts.  For example, to check new messages, dial 1.
    • While out of the Office
      • If you have a personal Direct-Dial Number
  • Dial your personal Direct-Dial Number (a.k.a. your off campus phone number).
  • When your Voice Mail message starts playing, dial *.
  • You will be prompted for your extension and PIN: 

   dial <your extension>#<your PIN> #.

  • Follow the prompts.  For example, to check new messages, dial 1.

Basic Knowledge

In order to effectively use the phone system, a few basics are essential.  These basics include the following:

Soft Keys

Most traditional phone systems handle functions such as putting callers on hold and transferring callers by the use of feature codes that made up of pressing multiple keys that can get confusing.  The Cisco IP Phones use what are called Soft Keys.  The Soft Keys allow users access to most of the phone systems functionality with the push of a single button.

The Cisco IP Phones have a set of four soft keys located at the bottom of the display as shown below.  These keys will change depending on the current state of the phone. 

For example:  When the phone is not in use you will have a set of soft keys available to you that can perform different functions while the phone is inactive, such as Redial, CallForwardAll, and DoNotDisturb (DND).  Once you answer a phone call the keys will change giving you different options such as Transfer, Hold, and Conference.  (Please note that the soft keys are not limited to these examples.)

The # key

The # key on your telephone is the equivalent of the Enter key on a computer keyboard.  This is used to tell the phone system:

    • To accept some information you have just entered, i.e. when prompted for your PIN, and after typing the PIN itself, you have to press # to let the system know that you are done typing the PIN, and that it can go ahead to check and accept it.

How to handle phone system prompts

The Cisco Unity messaging system provides detailed voice instructions and options every time you interact with it, and along every single step of the way.  This is extremely useful while you are still a novice, but can become quite annoying when you know your way around the system.

You do NOT have to wait politely for these prompts to complete before you select your next option.  If you know what buttons to press to accomplish a specific task, you can enter them in rapid succession and save yourself the annoyance and lost time.

For example:  When wanting to access your voice mail, you could press the messages button, wait for the prompt to enter your PIN followed by #, then wait for the prompts listing all the options you have, and finally press 1 to check your new messages.  Alternatively, you could simply press your messages button, enter <your PIN>#1 and immediately start checking new messages.

Placing and Receiving Calls

1) Placing a call

There are several different ways to place calls which include the following methods:

    • Lift handset and dial number.
    • Dial number and then lift the handset.
    • If you have selected a number from a directory, press the Dial soft key, and then lift the handset.
    • Dial a number and press the Speaker Phone button.
    • Press the Speaker Phone button and dial a number.
    • Press line button for your extension, dial the number, and then lift the handset.
    • Press New Call soft key, dial number, and then lift handset.
    • Press a speed dial button and then lift handset.

2) Calling an external number

  • Dial 9 and then the number.  Remember to dial 1 for long distance, 011 for International.

3) Answering a call

There are several different ways to answer calls which include the following methods:

  • Lift the handset.
  • If you are using a headset, press the Headset button.
  • If you wish to use speaker phone press the Speaker Phone button.

4) Ending a call

    • Hang up.
    • If you are using a headset, press Headset or EndCall.
    • If you need to end a speakerphone call, press Speaker or EndCall.

5) Calling while on another call

  • Press Hold.
  • Your caller is put on hold.
  • Press New Call.
  • When you hear the dial tone, dial the number.
  • To switch between calls, highlight the selected call and press Resume.
    • The other call is automatically placed on hold.

Transferring Calls

There are three ways to transfer a call:

1) Blind Transfer

A blind transfer transfers the call without your announcing it first. The recipient answers the phone and speaks to the caller directly.

How?

  • Press Transfer soft key.
  • Enter the extension to which you want to transfer the call.
  • Press Transfer again or hang up.

2) Supervised Transfer

A supervised transfer puts the caller on hold and lets you speak to the recipient first. The recipient answers the phone and is speaking to you. If the recipient agrees to take the call, you can transfer it. Otherwise, the call stays with you.

How?

  • Press the Transfer soft key.
  • Enter the extension to which you want to transfer the call.
  • Wait for an answer. If the recipient answers, introduce the call.
  • The caller remains on hold and hears music-on-hold.
  • Do one of the following:
    • To complete the transfer when the recipient agrees to accept the call, hang up.  The call is transferred to the recipient.
    • To cancel the transfer, press End Call and Resume. You are disconnected from the recipient and reconnected to the caller. Use this command if the recipient declines the call or does not answer.

Putting a call on hold

You might want to consult a colleague or do some research, and not have the caller hear your discussion or you ruffling through some papers.  In this case, you can put the caller on hold, during which they will hear music-on-hold.

How?

  • Press the Hold soft key.
  • To return to the caller, press Resume soft key.

Creating a Conference Call

If you need to conference in two or more people with you on a call, you can set up the conference call from your phone.  IMPORTANT:  Note that, should you have an active conference call that you initiated, and you hang up your phone, the conference call will be terminated and all the people that participated in the conference call will be disconnected.  The lesson here is:  If you initiate a conference call, be sure to be the last person hanging up.

How?

  1. Place the first call.  You can call an internal extension or any external number.
  2. Press the Confrn soft key.
  3. The first call is placed on hold.
  4. Dial the second number.
  5. After you have spoken to the second person, press the Confrn soft key again to connect the calls.

Creating a Meet-Me Conference Call

Meet-Me conferencing is an easy way to set up a conference call that requires several internal or external callers.  The Meet-Me conferencing allows users to call a pilot number and be directly added to a conference with out having to go through the steps of placing the current users on hold.

In order to reserve a number for a MeetMe conference, please contact the Oglethorpe University operator.

How?

  1. Pick up your hand set or enable the speaker phone function on your phone.
  2. Press the soft key that says MeetMe.
  3. When you get a dial tone enter the extension of the Meet-Me line.

    There are three lines configured for Meet-Me conferencing.

      • Internal extension: 1003 External DID: 404.504.1003
      • Internal extension: 1004  External DID: 404.504.1004
      • Internal extension: 1005  External DID: 404.504.1005

Once you have started the conference other users can call the number and will be automatically added to the conference.

    1. When other users join or leave the conference you will hear a tone on the line to alert you that they are there
    2. You can also view all of the users that are on the conference call by pressing the ConfList soft key.  From this menu you can view who is on the conference call and you can remove callers that you no longer need on the line.

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