Model SoftPhone for Pocket PC. User Guide

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1 Model 8601 SoftPhone for Pocket PC User Guide

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3 Notice This Inter-Tel user guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary to use the Model 8601 SoftPhone for Pocket PC endpoint. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Some features or applications may require additional hardware and/or specific software. Some system features can only be accessed by an administrator. For information about these features, see the Frequently Asked Questions on page 54. For sales, service, or technical support, contact your local authorized Inter-Tel reseller. Comments about this user guide or other technical documentation should be directed to Inter-Tel s Technical Publications Department at: All products and services mentioned in this publication are the trademarks, service marks, registered marks, or registered service marks of their respective owners. Inter-Tel and Enterprise Messaging are registered trademarks of Inter-Tel, Incorporated. Microsoft and Outlook are registered trademarks of Microsoft Corporation. HP and Compaq are registered trademarks of Hewlett-Packard Development Company. Toshiba is a registered trademark of the Toshiba Corporation. Dell Axim is a trademark of Dell Computer Corporation.

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5 Table of Contents CONTENTS PAGE Welcome Software Compatibility Getting Started About Your Endpoint About Voice Mail Enterprise Messaging Automatic Speech Recognition (ASR) Setting Up Voice Mail Initializing Your Mailbox Recording Your Personal Greetings Recording Your Voice Mail Directory Name Option Menus Phone Options Help Connection Status Features and Operation Sharing an Extension Using Hot Dial Making and Receiving Calls Switching Between Two Calls Ending Calls Placing Calls on Hold Muting Calls Placing Conference Calls Transferring Calls Using Reverse Transfer Redialing Calls Using Do-Not-Disturb Selecting Ring Tones Speed Dialing Listening to Message(s) Accessing Your Mailbox Disabling and Enabling ASR Accessing Voice Mail Messages Recovering Deleted Voice Mail Messages Inter-Tel, Inc. April 2005 printed in US iii

6 CONTENTS PAGE Recording and Sending Voice Mail Messages Canceling Unheard Voice Mail Messages Setting Mailbox Preferences Screening Calls Using the Voice Mail Directory Working in Hunt Groups Using Reader Reader Features Using Your Advanced Mailbox Setting Up Your Password Accessing Messages Accessing Fax Messages Recovering Deleted Messages Changing Message Envelopes Voice Mail Flowchart (Advanced Mailbox) Troubleshooting Frequently Asked Questions iv

7 WELCOME The Model 8601 SoftPhone for Pocket PC is a software-based, Session Initiation Protocol (SIP) softphone that runs on the Pocket PC 2002 (or later) Personal Digital Assistant (PDA) platforms. With your Model 8601 endpoint, you can place or receive calls from anywhere within the same wireless network. The Model 8601 works just like other Inter-Tel SIP endpoints. In addition, the Model 8601 supports the Shared Extension feature. This feature allows you to share the same extension between your Model 8601 and up to four other SIP endpoints. This provides you with mobility so that you do not miss any calls when you are away from your desk. The Model 8601 SoftPhone for Pocket PC is currently supported by the following PDAs: Compaq ipaq H3970, 400 MHz Compaq ipaq H3875, 400 MHz Dell Axim X5, 400 MHz Dell Axim X30, 624 MHz Hewlett Packard ipaq H5550, 400 MHz Hewlett Packard ipaq H5450, 400 MHz Hewlett Packard ipaq h4150, 400MHz Hewlett Packard ipaq h4350, 400 MHz Hewlett Packard ipaq PocketPC hx4700, 624MHz Hewlett Packard ipaq PocketPC h6315 Toshiba E800, 400MHz 1

8 SOFTWARE COMPATIBILITY Depending upon which software version your telephone system is using, some of the features included in this guide may not be available for your endpoint. Check with your system administrator to see which software version your telephone system currently uses and if there are any features restrictions for your system. Your Model 8601 SoftPhone for Pocket PC is compatible with the following Inter-Tel software: Inter-Tel 5000 system software v1.0 and later Axxess system software v8.1 and later Unified Communicator v2.1 and later Enterprise Messaging v1.0 and later GETTING STARTED To start the Model 8601: Select Model 8601 from the Start menu. The Model 8601 display appears. The display on the Model 8601 should change from Connecting... to the display name (or extension number) that your system administrator has programmed. NOTE: If the status remains Connecting..., verify that the network connection is active. If the network is active, consult your system administrator. For information about how to program the Model 8601, contact your system administrator or refer to the Model 8601 SoftPhone for Pocket PC Installation Manual. 2

9 ABOUT YOUR ENDPOINT The following shows the default Model 8601 display. Brief descriptions of icons and menus are described on the following page. Default Model 8601 Display: Minimized Model 8601 Display: 19 3

10 The following table describes the Model 8601 icons and menus. No# ICON/MENU DESCRIPTIONS TALK CALL LOG MSG Blank Icon SPD DIAL Places a call. This icon changes to HOLD or RESUME, depending on the endpoint status. Opens the Call Log that shows the call history of up to 30 calls. This icon changes to MUTE or RESUME, depending on the endpoint status. Plays the message that was left on your voice mail. This icon changes to END during a call. Changes, depending on the endpoint status. The possible icons are RESUME and TRANS (Transfer). Displays the Speed-Dial List. This icon changes to CNF (Conference) or RESUME, depending on the endpoint status. REF. PAGE 6 Keyboard Opens the soft keyboard Help Shows the version status and online help Options Contains the Connection, Media, Preferences, and Diagnostics 14 options Phone Contains the Call Log, Speed Dial, DND, and Message(s) options. Backspace Hot Dial Enabled Hot Dial Disabled Backspaces the cursor and deletes characters in the display. This icon changes to SWAP when you have two calls. Places an intercom (IC) call without requiring you to tap TALK. Requires you to tap TALK to place an IC call. 12 Contacts Displays the Contact List on the PDA Volume Changes the volume settings on the Model Start Opens the application drop-down menu Connection Shows the connection status of the Model Status 16 Volume Changes the volume settings on the PDA Time Displays the current time. This is a standard feature of the Pocket PC 2002 (or later) platform. 18 or -- Shows X or OK, depending on the display status Model 8601 Icon Opens the drop-down menu that contains the Phone, Call Log, and Message(s) options

11 ABOUT VOICE MAIL Voice mail is an application that is part of the Inter-Tel voice processing system. Using voice mail, you and other callers can send and receive recorded messages from any supported endpoint on the system. To use voice mail features, each user (or subscriber) is assigned a mailbox, which usually corresponds to the extension number assigned to your endpoint. You can, however, have an unassociated mailbox that does not correspond to an extension. (Unassociated mailboxes are typically used for agents or other personnel who don t have a permanent office.) With your mailbox, you can use personal or system greetings to let callers know if you are out of town, on a call, etc. If a caller reaches your mailbox, they can leave a message, hang up, or access an attendant. In addition, if your voice mail administrator sets up one or more group lists of mailboxes, you can send a message to a group of people by entering one number instead of everyone s individual mailbox number. Inter-Tel voice mail systems support the following types of mailboxes: Advanced Mailbox: If Reader is enabled for your mailbox, you have access to voice mail, , and fax messages in your mailbox. You can also customize your personal mailbox options, and access advanced messaging features. See page 41 for information and instructions about using Reader features. For a voice mail flowchart for advanced mailbox users, see page 52. Standard Voice Mailbox: This type of mailbox allows you to send and receive voice mail messages, record personal greetings, and allows you to customize personal mailbox options. A standard voice mailbox does not allow you to access e- mail and fax messages. For a voice mail flowchart for standard mailbox users, see page 59. NOTE: If you have the Enterprise Messaging (EM) voice mail system, you also have access to advanced communication and messaging features such as Reader and Automatic Speech Recognition (ARS). For more information about EM, see page 7. 5

12 The instructions for many voice mail tasks are identical for standard voice mailbox and advanced mailbox users. The instructions for the following common mailbox tasks are included in this guide. Initializing your mailbox (see page 9) Recording your personal greetings (see page 10) Recording your voice mail directory name (see page 11) Accessing your mailbox (see page 22) Disabling and enabling ASR (see page 23) Accessing voice mail messages (see page 24) Recording and sending voice mail messages (see page 27) Canceling unheard voice mail messages (see page 29) Changing your mailbox password (see page 30) Changing the call screening transfer method (see page 32) Programming a fax destination (see page 33) Changing the message search order (see page 34) Programming remote messaging (see page 35) Screening calls (see page 37) Using the voice mail directory (see page 38) NOTE: Voice mail displays are not supported in SIP mode, however audio prompts are supported. 6

13 Enterprise Messaging Enterprise Messaging (EM) is the Inter-Tel messaging system that uses industry-standard protocols for communication and messaging. EM unifies communication and messaging by providing access to voice mail, fax, and messages in your mailbox. The EM system provides voice mail users with the following advanced messaging features: Automatic Speech Recognition (ASR): ASR can be enabled for the entire system or it can be enabled for specific applications (like voice mail) or mailboxes. When ASR is enabled for your mailbox, you can issue spoken commands to navigate the voice mail menus. ASR also allows subscribers and non-subscribers to navigate automated attendant menus, call routing applications, and search the directories. ASR can be enabled for standard voice mailboxes and advanced mailboxes (see page 43). For more information about ASR, see page 8. Reader: Reader allows you to access voice, , and fax messages from your mailbox. For messages, Reader uses Text-to- Speech (TTS) capabilities included with EM to convert the text in an message to a.wav file. For fax messages, Reader announces the fax envelope. If Reader has been enabled for your mailbox, your voice mail, e- mail, and fax messages are unified in one convenient location. For more information and instructions about how to use Reader features, see page 41. Consult your voice mail administrator to see if ASR and/or Reader is enabled for your mailbox. 7

14 Automatic Speech Recognition (ASR) Automatic Speech Recognition (ASR) is a feature available for systems using EM. Because ASR is a very flexible feature, it can be enabled or disabled on several different levels. When ASR is enabled for your mailbox, you can issue spoken commands to navigate the voice mail menus. ASR also allows subscribers and non-subscribers to navigate automated attendant menus, call routing applications, and search the directories using voice commands. When you access voice mail, if you are given the option to say a command or tap a dialpad digit to complete a task, then ASR is enabled for your mailbox. If you are only prompted to tap a dialpad digit, ASR is not enabled for your mailbox. If your mailbox is not ASR-enabled, you can still navigate the menus and perform tasks by tapping the appropriate dialpad digits when prompted by the system. When using ASR, follow these guidelines for best results: When completing a mailbox-related task, either say the command each time or tap the dialpad digits each time. When you use the dialpad digits to complete a task, you are sometimes prompted to tap # to indicate to the system that you have finished entering digits. It is not necessary to say Pound or Hash when using ASR. The silence that follows your voice command replaces the # digit. While you are recording a message, ASR is temporarily disabled, therefore you cannot issue spoken commands to access options like pause and erase. If you attempt to issue a spoken command while you are recording, your recording will include the command you issued. To access the pause and erase options, you must tap the appropriate dialpad digits. You cannot use ASR to set up your password (see page 44). For security reasons, you must enter your password characters by tapping the appropriate dialpad digits. Entering passwords this way prevents others from overhearing your password. If the system cannot interpret your voice commands for three consecutive attempts, ASR is temporarily disabled by the system for the current call. You can still complete tasks using the dialpad digits; however, you will no longer be prompted to say a command. You can temporarily disable ASR for the current call by selecting option eight from the main menu. 8

15 SETTING UP VOICE MAIL To begin using your voice mailbox, you will need to complete a few basic set-up procedures to initialize your mailbox, customize your personal greetings, and record your voice mail directory name. See page 21 for additional voice mail options. Initializing Your Mailbox The first thing you should do is initialize your mailbox. This allows you to: Change the default password number to a personal password. Record a name to identify yourself in the company directory. Listen to the voice mail introduction. To initialize your mailbox: 1. Enter the voice mail extension number. (You hear the main menu.) NOTE: If you don t know what the voice mail extension number is, check with your system administrator. 2. Say Login or tap to identify yourself as a subscriber. 3. Enter your mailbox number using the dialpad digits. 4. Enter your default password using the dialpad digits. NOTE: Your mailbox number is your default password. If you want a password, enter a new password using digits 0-9 (up to 12 digits), and then tap # when you are done. The messaging system plays back your password. If you do not want to use a password, just say Skip or tap #. 5. Say Accept or tap # to accept the entry or say Erase or tap 3 to erase and re-enter your password. The system prompts you to record your directory name. 6. After the tone, record your first and last names. 7. When prompted, do one of the following: Say Accept or tap # again to accept the name. Say Replay or tap 1 to replay the name you just recorded. Say Append or tap 2 to add to your name. Say Re-record or tap 3 to erase and re-record your name. NOTE: The system then plays a prompt that introduces you to the basic voice mail system features. You can skip this introduction by saying Skip or by tapping #, if desired. 9

16 Recording Your Personal Greetings You can store two different personal greetings in your voice mailbox: a primary and an alternate. You may change or choose to use either greeting at any time. You can then select which greeting you want played when a caller reaches your voice mailbox. Because the purpose of this greeting is to tell callers why they have reached your voice mailbox, you should include the following information: Whether or not you are in the office and where you can be reached When you will be returning calls For callers who do not wish to leave a message, how to exit voice mail (say Operator or tap 0 to return to the operator) The following are some sample greetings to help you plan your message: Primary Greeting: Hello, this is. I am either on another line or away from my desk and cannot take your call at this time. If you need to speak to someone immediately, please dial zero now. Otherwise, leave a detailed message, and I will return your call as soon as possible. Thank you. Alternate Greeting: Hello, this is. I will be away from the office from day/date until day/date. If you need to speak to someone immediately, please dial zero now. Otherwise, leave a detailed message, and I will return your call when I return. Thank you. You can also select the System Greeting if you do not want to record a primary or alternate greeting. The system greeting states, Mailbox number (xxxxx) is not available. Depending on how your system is programmed, the system greeting may also include, After the tone, please record your message. When finished, you may hang up to deliver the message or press pound for more options. 10

17 To record/change your personal greeting: 1. Access your mailbox as described on page Say Personal or tap 4 to select the Personal Options Menu. 3. Say Greeting or tap 1 to record or change your personal greeting. 4. Do one of the following: Say Primary or tap 1 to record and/or enable your primary greeting. Say Alternate or tap 2 to record and/or enable your alternate greeting. Say System or tap 3 to enable the system default mailbox greeting. 5. If you selected the system greeting option, hang up. If you selected the primary or alternate greeting option, record your greeting when prompted, then tap #. If you already have a primary or alternate greeting, it is played when you select primary or alternate. You can then do one of the following: Say Accept or tap # to accept the greeting. Say Replay or tap 1 to replay the greeting. Say Append or tap 2, add to the greeting, and then tap #. Say Erase or tap 3 to erase and re-record the greeting. Say Cancel or tap to exit without changing your greeting. 6. Tap END to hang up. Recording Your Voice Mail Directory Name Your recorded name is used to identify you in the voice mail directory and to verify your mailbox number when messages are addressed to you. Although you record your name when you first initialize your mailbox, you can change it at any time. To record your directory name: 1. Access your mailbox as described on page Say Personal or tap 4 to select the Personal Options Menu. 3. Say Name or tap 2. Your recorded name is played. 4. Do one of the following: Say Accept or tap # to accept your recorded name. Say Replay or tap 1 to replay your recorded name. Say Append or tap 2 to add to your name. Say Erase or tap 3 to erase and re-record your name. When you hear a tone, record your first and last name. Then say Accept or tap your recorded name. 5. Tap END to hang up. # to accept 11

18 OPTION MENUS Phone The Model 8601 provides various menu options for customizing your Model To program the settings, tap the desired option from the bottom bar. The Phone menu provides access to call log, speed-dial, Do-Not-Disturb, and message(s) settings. Each of these options is described in the following sections. Call Log The Call Log option allows you to see the call history. The Call Log, shown on the right, can list up to ten received, ten outgoing, and ten missed calls (30 calls total). The second field displays the call information that your Model 8601 has selected. The default is set to show the Missed Calls. To see the Call Log list, tap CALL LOG or select Call Log from the Phone menu. While viewing the Call Log list, you have the following options: Show: Allows you to choose what you want to display in the Call Log list. The available options are All Calls, Missed Calls, Outgoing Calls, or Received Calls. Clear: Deletes the entire call log that is shown in the list. Call: Places a call to the highlighted number in the list. Delete: Deletes the highlighted number in the list. Save: Saves the highlighted number to the Pocket Outlook Contacts. You can also sort the Call Log list in ascending order based on the column selected. 12

19 Speed Dial The Speed Dial option allows you to save up to ten numbers. To see the Speed Dial list, tap SPD DIAL or select Speed DIal. While viewing the Speed Dial list, you have the following options: Call: Places a call to the highlighted number in the list. Add: Adds a number to the list. Edit: Edits a number in the list. Delete: Deletes the highlighted number in the list. You can also sort the entries in the Name column in ascending order. DND (Do-Not-Disturb) If you do not want to be disturbed, you can use the DND feature. This halts all pages and calls to your endpoint, except queue callbacks, recalls, and direct ring-in calls. When other users call your endpoint, they hear a repeating signal of four fast tones and see the DND message. Unlike other traditional Inter-Tel endpoints, the Model 8601 has only one DND message, which is Do-Not-Disturb. To turn on/off the DND status: Select DND. A check mark appears next to the DND option, and the display shows Do-Not-Disturb. NOTE: Inter-Tel endpoints (not including the Model 8601) can be given do-not-disturb override privilege that allows the user to place an intercom call to a station in do-not-disturb. If a calling party s endpoint is enabled for do-not-disturb override, they may brake through your endpoint s DND when placing an intercom call. 13

20 Message(s) When you have received a voice mail message, a display that says, You have xx message(s). (where the xx indicates the number of the message) appears. NOTICE To receive a message, your Model 8601 must have a mailbox programmed in the Inter-Tel telephone system. Or, the call must be programmed to be sent to an attendant or other endpoint. If the Model 8601 does not have a voice mailbox or an alternate destination, when the message is sent, the call is lost in the network. To listen to the message: Tap MSG or select Message(s). A call is automatically placed to the endpoint or message center that left the message. To listen to the message from a remote site: You must first access your mailbox (see page 22 for details about accessing your mailbox). Options The Option menu allows you to program the connection, media, and preferences settings. NOTE: This section describes only the options that affect basic endpoint operation and functionality. The options that are not listed in this section are for configuring the endpoint settings. Only your system administrator can change these settings. It is strongly recommended that you do not change any settings that are not described in this guide. If you do, you may lose a network connection. Media The Media option allows you to program audio and tone settings: Audio: The only option that is available is Sys Volume. This option controls the volume that you hear from the speaker. NOTE: The Volume setting on the PDA overrides the setting that is programmed in the Sys Volume field. 14

21 Tone: The Tone option has the following options: Ring Tone: Select the desired ring tone from the drop-down list box. The available ring tones are Ring Tone 1-9.wav files and Ringers 1-4. You can also add a customized.wav file to the Ring Tone list. To add a customized.wav file, save the customized file in the Ring Tone wav field under the Program File\Inter-Tel\Model 8601\Ring. Play: Plays the selected ring tone. Stop: Stops playing the ring tone. Ringer Volume Control Bar: Adjusts the volume of the Ringers 1-4. To adjust the volume of the Ring Tone 1-9.wav files, use the Volume setting on the top bar. Local Key Tone: Enables or disables the local key tone. The local key tone is a tone that you hear when you tap any key in the display. It is enabled by default. Preferences The Preferences option allows you to customize your Model Preferences: You can program the following settings: Skin: Select the user interface that you would like to use. The available skins are Default, Ocean, Skin1, and SkyBlue. Alert Msg: When you receive an incoming call, you receive a pop up bubble, shown below, and a tone. This option allows you to decide how long the alert message is displayed and the alert tone beeps. The available range is from 2-30 seconds (defaults to five seconds). Help The Help menu shows the Model 8601 version status and online help. 15

22 CONNECTION STATUS The Connection Status icon on the top bar allows you to see the status of the Model 8601 endpoint connection and change to the connection settings. When you tap the icon, a pop up bubble that indicates the connection status appears. Depending on the status, one of the following icons described in the table below appears. ICON STATUS The endpoint is currently ON (connected). Tapping this icon also allows you to turn off the endpoint. The endpoint is connecting. There is no network activity. The endpoint is currently OFF. Tapping this icon also allows you to turn on the endpoint. 16

23 FEATURES AND OPERATION The Model 8601 endpoint supports the features that are shown in the table below. Most of these features do not require you to enter feature codes. SUPPORTED FEATURES DEFAULT FEATURE CODES REF. PAGE Answer (Ringing Call) Call Attendant 0 18 Conference Do-Not-Disturb On/Off Emergency Call Hunt Group Hold - Individual Hot Dial 18 Microphone Mute On/Off Outgoing Call 8 18 Redial Reverse Transfer (Call Pick-Up) 4 20 Ring Tone Selection Shared Extension Station Speed Dial Transfer Call Voice Mail The following pages provide the feature descriptions and how to use them. Sharing an Extension The Model 8601 functions as a single SIP endpoint and as a shared extension. A shared extension allows up to five SIP endpoints to use the same extension number on the Inter-Tel telephone system. Incoming calls to a shared extension are sent to SIP endpoints simultaneously. Once one of the endpoints answers the call, the SIP Server cancels the call to all other endpoints. 17

24 Using Hot Dial The Model 8601 supports the Hot Dial feature. When Hot Dial is enabled ( ), the endpoint automatically sends the dialed number if the number matches the dial plan. If Hot Dial is disabled ( ), you must tap TALK to send the number. To turn on/off the Hot Dial feature: Tap the Hot Dial icon. The icon changes to reflect the current setting. Making and Receiving Calls Making and receiving calls is the basic purpose of any endpoint. With your Model 8601, you can make/receive intercom and outside calls, and make emergency calls. Making Calls To place an intercom call: Enter an extension number on the dialpad or type the number directly on the soft keyboard. To place an outgoing call: Tap 8 (the feature code for outgoing access) followed by the outside number on the dialpad or type the number directly on the soft keyboard. To make an emergency call: Tap To call an attendant: Tap 0. Receiving Calls When the Model 8601 receives a call, you hear a ring sound, and the endpoint displays an incoming call notification. To answer a call: Tap ANSWER from the notify message or tap TALK (the TALK icon appears when the notification message is minimized). To ignore a call: Tap IGNORE from the notify message. Switching Between Two Calls The Model 8601 can establish up to two simultaneous calls. If the second incoming call is answered, the first call is placed on hold, and you are connected with the second caller. The Model 8601 then presents a SWAP button on the display that allows you to toggle back and forth between calls. To switch between calls: Tap SWAP. Ending Calls While you are on a call, the END icon appears on the display. To end a call: Tap END. 18

25 Placing Calls on Hold You can place the call on hold at one endpoint. It can then be directly picked up at that endpoint or it can be picked up at another endpoint using the Call Pickup (Reverse Transfer) feature. While you are on a call, the HOLD icon appears on the display. To place a call on hold: Tap HOLD. Place another call (when the call is placed on hold, the HOLD icon changes to RESUME). To return to a call that is on hold: Tap RESUME. Muting Calls To mute the microphone so that you can hear the other party, but they cannot hear you (this does not put them on hold): Tap MUTE. To return to the call: Tap RESUME. Placing Conference Calls You can establish a conference call with up to three intercom and/or outside parties (four, including you). To place a conference call: 1. While on the first call, tap CNF. The first call is automatically put on hold. 2. Place another intercom or outside call. Then tap CNF. (If necessary, repeat this step to place one more call on hold.) 3. Tap CNF to join all of the calls together in the conference. During the conference call, you can do the following: To place the conference on hold: Tap HOLD. This places the conference on hold without disconnecting the parties. To return to the conference, tap RESUME. To drop out of the conference: Tap END and hang up. This removes your endpoint from the conference, but leaves the other parties connected. To add parties to the conference: Do the following: a. Tap CNF. This leaves the conference parties connected. b. Place a call to the party to be added to the conference. c. Tap CNF to put yourself and the new party into the conference. To mute your microphone: Tap MUTE. This turns your microphone on or off during the conference. If mute is enabled, you can hear the conferenced parties, but they cannot hear you. 19

26 Transferring Calls Although transferring calls is considered a basic function of an endpoint, your Model 8601 has many advanced options for this feature. With your endpoint, you can transfer to another extension or an outside line. To Another Extension 1. While you are on a call, tap TRANS to place the call on hold at the other endpoint. 2. Enter the desired extension number. 3. Wait for an answer, announce the call, and then tap TRANS to hang up. NOTE: If the number is busy, there is no answer, or the transfer is refused, tap TRANS to return to the caller. To an Outside Number 1. Tap TRANS. 2. Select an outgoing line and enter the desired telephone number. 3. Wait for an answer, announce the call, and then tap TRANS to hang up. NOTE: If the number is busy, there is no answer, or the transfer is refused, tap TRANS to return to the caller. Using Reverse Transfer The Reverse Transfer (Call Pick Up) feature allows you to answer a call that is ringing or holding at another endpoint. For example, if the attendant transfers a call to you but you have stepped away from your endpoint, you can pick up the call using another endpoint. To answer a call ringing holding at another endpoint: 1. Tap Enter the extension or hunt group number where the call is ringing or holding. (See page 40 for more information about hunt groups.) 20

27 Redialing Calls You can redial a call in two methods. The first and simplest method is redialing the last number dialed; the second method is redialing a number that is saved in the Call Log. To redial the last number dialed: Tap TALK. A line is selected automatically, and the number is dialed. To redial a number in the Call Log: 1. Tap CALL LOG or select Call Log from the Phone menu. 2. Select the number you would like to dial from the Call Log list and tap CALL. To redial a number in the Speed Dial List: 1. Tap SPD DIAL or select Speed Dial from the Phone menu. 2. Select the number you would like to dial from the Speed Dial list and tap CALL. Using Do-Not-Disturb Using Do-Not-Disturb can be done by selecting the DND option in the Phone menu. See page 13 for details. Selecting Ring Tones Setting a ring tone can be done through the Media option in the Options menu. See page 15 for details. Speed Dialing Dialing a speed-dial number can be done by tapping SPEED DIAL or selecting SPEED DIAL in the Phone menu. See page 13 for details. Listening to Message(s) Listening to message(s) can be done by tapping MSG or selecting Message(s) in the Phone menu. See page 13 for details. 21

28 Accessing Your Mailbox If you have a message waiting in your mailbox, you must access your mailbox to retrieve it. Although voice mail displays are not supported in SIP mode, audio prompts are supported. NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or tapping a dialpad button. See page 8 for ASR guidelines. ALSO: If your mailbox has Reader enabled, you have an advanced mailbox. See page 41 for information and instructions about using Reader features. When you access your mailbox, depending on the voice processing system, enabled features, and mailbox status, you may hear one of the following messages: Mailbox almost full or full: If your mailbox is full, no new messages can be received until you delete waiting or saved messages. Quota grace limit reached: The quota grace limit is an EM feature. If this feature is enabled, it allows a mailbox to overfill beyond normal capacity. When the quota grace limit has been reached, this announcement is played. Message count and type: The system announces the number of new and/or saved messages that are in your mailbox. The system also informs you if the messages are priority messages. If Reader is enabled for your mailbox, the media type is indicated. Remote Messaging: The system indicates if the Remote Messaging feature is enabled (see page 35). It also alerts you if a programming error has been detected when attempting to place a Remote Messaging call. To access your mailbox: 1. Dial the voice mail extension number. (You hear the main menu.) 2. During or after the greeting, say Login or tap to identify yourself as a subscriber. 3. Say or enter your mailbox number. 4. Enter your mailbox password (if programmed), then tap #. If you do not have a password, tap # to bypass the password prompt. See page 30 for information on programming passwords. NOTE: Generally, saying Skip or tapping # during any voice mail operation will advance you to the next step. For example, when leaving a voice mail message for another voice mail user, you can say Skip or tap # to skip the person s introductory message and proceed directly to the recording phase. Similarly, while listening to messages, you can say Skip or tap # to skip the system-generated voice prompts and proceed directly to the playback phase. Also, at any menu level, you can say Cancel or tap to cancel or return to the previous menu. 22

29 Disabling and Enabling ASR If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or tapping a dialpad button. If your environment prevents you from using ASR, you can temporarily disable it by accessing option number eight on the main subscriber menu. This option disables ASR for that particular call only. Option number eight is used as a toggle, and you can re-enable ASR by tapping the number eight again on the main subscriber menu only. Also, if you tap a dialpad digit at the main subscriber menu to access mailbox functions, ASR is automatically turned off and will remain off for the rest of the call. For ASR guidelines, see page 8. NOTE: If your mailbox has Reader enabled, you have an advanced mailbox. See page 41 for information and instructions about using Reader features. To temporarily disable ASR: 1. Access your mailbox as described on page Say Disable or tap 8 to disable ASR for the call. NOTE: To enable ASR after disabling it, tap Tap 8 to enable ASR. until you are back at the main menu. 23

30 Accessing Voice Mail Messages When you access your mailbox, you can listen to new and saved voice mail messages. After listening to your voice mail messages you can access the associated options. NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or tapping a dialpad button. See page 8 for ASR guidelines. ALSO: If your mailbox has Reader enabled, you have an advanced mailbox. See page 41 for information and instructions about using Reader features. Listening to Messages To listen to messages: 1. Access your mailbox as described on page If Reader is enabled for your mailbox, say Voice Mail or tap 1. If Reader is not enabled for your mailbox, skip this step. 3. Select one of the following: Say New or tap 1 to listen to new messages. Say Saved or tap 3 to listen to saved messages. 4. While you are listening to a voice mail message, you can use the following options: Say Skip or tap # to skip to the end of the recording. Say Back up or tap 1 to rewind a few seconds and replay the message. Say Pause or tap 2 to pause. (Say Continue or tap # to continue.) Say Forward or tap 3 to skip ahead. Say Lower or tap 4 to lower the volume. Say Envelope or tap 5 to play the message envelope. Say Higher or tap 6 to raise the volume. Say Save or tap 7 to save the new message in your mailbox. Say Delete Message or tap 9 to delete the message. NOTE: You may be prompted to confirm deleting the message. Say Yes to delete the message or No to cancel the request to delete the message. 24

31 5. When the message has finished playing, you have the following options: Say Replay or tap 1 to replay the message from the beginning. Say Reply or tap 2 to reply to the message. You have the following options: Say Voice Mail or tap 1 to leave a voice mail message for the caller. If the caller has a mailbox number, you are prompted to verify the destination by saying Yes or by tapping #. If the number was not associated with a mailbox, the prompt requests a mailbox number. If the message was from an outside caller, you cannot leave a voice mail message. Say Call Back or tap 2 to make a return call. Your call will be transferred automatically to the caller s extension or telephone number, if the number is available. If the user is not available, you will have the option of leaving a voice mail message. If the telephone number is not available, you cannot reply to the message. Say Forward or tap 3 to forward a copy of the message to another subscriber. If you want to include an introduction, say Record or tap 1. Otherwise, say Accept or tap # to forward the message without additional comments. Say Previous or tap 4 to listen to the previous message. Say Envelope or tap 5 to play the introductory message envelope (see page 31 for information on envelope options). Say Next or tap 6 to listen to the next message. Say Save or tap 7 to save the new message in your mailbox. Say Delete Message or tap 9 to delete the message. NOTE: You may be prompted to confirm deleting the message. Say Yes to delete the message or No to cancel the request to delete the message. 6. Tap END to hang up. 25

32 Recovering Deleted Voice Mail Messages If you accidently delete a voice mail message, you can retrieve it within a specific time frame (programmed by your system administrator). Any retrieved messages are then restored to your saved-message queue. Messages that are not recovered within the programmed time (up to 24 hours) are automatically erased. NOTE: If Reader is enabled for your mailbox, you can also recover deleted e- mail and fax messages. See page 50 for instructions about how to recover deleted voice mail, , and fax messages. To recover deleted voice mail messages: 1. Access your mailbox as described on page Say Options or tap 5 for Message Options. 3. Say Recover or tap 2 to access undelete options. 4. EITHER, Say Listen or tap 1 to listen to your deleted messages and choose which ones to recover. After each message you can: Say Replay or tap 1 to replay the message. Say Reply or tap 2 to reply to the message. Say Forward or tap 3 to forward the message. Say Previous or tap 4 to listen to the previous message. Say Envelope or tap 5 to play the message envelope. Say Next or tap 6 to listen to the next message. Say Recover or tap 7 to recover the message. OR, say Recover or tap 2 to recover all deleted messages. OR, Say Purge or tap 3 to permanently delete all deleted messages. 5. Tap END to hang up. 26

33 Recording and Sending Voice Mail Messages You can record and send voice mail messages by accessing the record option on the main menu. NOTE: If Reader is enabled for your mailbox, a reply to an message (see page 46) is a recorded voice message that is attached to the as a.wav file. To record and send voice mail messages: 1. Access your mailbox as described on page Say Record or tap Say or enter the desired mailbox number or group list number. The system announces the name assigned to the mailbox number or group list number. You have the following options: Say Yes or tap # to accept the subscriber s name. Say No or tap to start over. 4. Record your message after the tone. While recording, you have the following options: Tap 2 to pause while recording. (Say Continue or tap # to continue.) Tap 3 to erase and re-record your message. 5. When finished recording, you can tap # to access the following options: Say Send or tap # to send the message and return to the voice mail options. Say Cancel or tap to cancel the recording. Say Replay or tap 1 to replay your message. Say Append or tap 2 to add to your message. Say Erase or tap 3 to erase and re-record your message. 27

34 Say Copy or tap 4 to copy your message to other mailboxes. Say or enter the desired mailbox number or group list number. The system announces the name assigned to the mailbox number or group list number. You have the following options: Say Yes or tap # to accept the subscriber s name. Say No or tap to start over. Tap when you are done adding mailboxes. Say Options or tap 9 to use the special delivery options. You can then use one or more of the following options: Say Private or tap 1 to mark the message private. (This prevents the recipient from forwarding it to other subscribers.) Say Certified or tap 2 to mark the message certified. (When the recipient listens to the message, you will receive a receipt notice.) Say Priority or tap 3 to mark the message priority. (This will place your message ahead of all other waiting messages in the receiving mailbox.) Say Send or tap # to send the message and return to the voice mail options. Say Cancel or tap to cancel delivery options. NOTE: If you select the copy or special delivery options and then do not respond to the prompts, the system will time out and deliver your message to the original recipient. 6. Tap END to hang up. 28

35 Canceling Unheard Voice Mail Messages You can cancel unretrieved messages that you have sent to individuals, but not messages that you sent to group lists. To cancel unheard voice mail messages: 1. Access your mailbox as described on page While listening to the voice mail main menu, say Options or tap 5 for Message Options. 3. Say Unheard or tap When prompted, say or enter the number of the mailbox containing the unheard message. 5. Say Yes or tap # to confirm the mailbox you are selecting. Voice mail will tell you how many messages you have waiting at the mailbox and play them for you. After each message, you can: Say Replay or tap 1 to replay the message. Say Append or tap 2 to add to the message. Say Forward or tap 3 to forward the message to another mailbox. Say Previous or tap 4 to listen to the previous message. Say Envelope or tap 5 to play the message envelope. Say Next or tap 6 to listen to the next message. Say Save or tap 7 to save the message in your mailbox. Say Delete Message or tap 9 to delete the message. NOTE: You may be prompted to confirm deleting the message. Say Yes to delete the message or No to cancel the request to delete the message. 6. Tap END to hang up. 29

36 Setting Mailbox Preferences Your mailbox contains personal options to allow you to customize voice mail functions. However, before you change your voice mail options, you must first initialize your mailbox (see page 9). Although voice mail displays are not supported in SIP mode, audio prompts are supported. NOTE: If your telephone system uses Enterprise Messaging (EM), your mailbox may have the Automatic Speech Recognition (ASR) feature enabled. When ASR is enabled for your mailbox, you have the option of issuing a spoken command or tapping a dialpad button. See page 8 for ASR guidelines. ALSO: If your mailbox has Reader enabled, you have an advanced mailbox. See page 41 for information and instructions about using Reader features. Changing Your Mailbox Password Your password prevents unauthorized access to your mailbox. When you first initialize your mailbox, you are prompted to change your password from the default (your mailbox number). You can change your mailbox password at any time. The new password can be up to 12 digits long and must be numeric. To change your mailbox password: 1. Access your mailbox as described on page Say Personal or tap 4 to select the Personal Options Menu. 3. Say Password or tap 3. If you want a password, enter a new password using digits 0-9 (up to 12 digits), and then tap # when you are done. The messaging system plays back your password. If you do not want to use a password, just say Skip or tap #. 4. Say Accept or tap # to accept the password as entered or say Re-enter or tap 3 to erase and re-enter your password. 5. Tap END to hang up. 30

37 Changing the Voice Mail Message Envelope When you receive a voice mail message, the voice mail system plays an envelope that can include the time and date the message was left, the source of the message, and/or the message length. By default, the envelope contains all of this information, but you can change your envelope, as described below. NOTE: If Reader is enabled for your mailbox, you can also change your and fax message envelopes. See page 51 for instructions about how to change your voice mail, , and fax message envelopes. To change your voice mail message envelope: 1. Access your mailbox as described on page Say Personal or tap 4 to select the Personal Options Menu. 3. Say Envelope or tap 4 to select the Message Envelope Options Menu. You can then do any of the following: Say Time, Date or tap 1 to enable or disable the time and date options. Say Source or tap 2 to enable or disable the message source option. Say Length or tap 3 to enable or disable the message length option. Say All Options or tap 4 to enable all options and return to the Personal Options Menu. Say None or tap 5 to disable the entire envelope and return to the Personal Options Menu. Say Accept or tap # to accept the changes. Say Cancel or tap to return to the Personal Options Menu. 4. Tap END to hang up. 31

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