IP230 Phone User Training Guide Sterling Voice Managed VoIP Services Sterling Communications, Inc. 14945 SW Sequoia Parkway, Suite 110 Portland, OR 97224 p: 503.968.8908 f: 503.603.1879
Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 2 of 9
Using the IP 230 Phone Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 3 of 9
Logged into workgroup, In Wrap-Up Logged out of workgroup On Hook Off Hook Inactive / Do Not Disturb Incoming Call (Animated) On a call On a conference call Call on Hold / Parked Remote Hold Speed dial extension. x. Soft Keys: these are the four unlabeled buttons underneath the LCD panel; function of keys change according to system functions (transfers, conference, calls, etc.) xi. Dial Pad: 10 number keys, including * and #. xii. Function Keys: contains voice mail, transfer, options, conference, directory, intercom, redial, hold; follow instructions on LCD screen. OK _~ëáå=cìååíáçåëw= ~K eçï=íç=ã~âé=l=~åëïéê=å~ääëw= i. To dial another extension, simply key in the direct extension. No prefix is required. ii. To dial outside the phone system, the user must dial 9 first. For long distance calls user will need to dial 9 + 1 + the area code and phone number. Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 4 of 9
iii. If dialing a number with the receiver on the hook, the Soft Keys allow the user to change the number or cancel the call. User must depress the Soft Key labeled Dial in order to make the call active. ÄK sçáåé=j~áäw= i. Accessing the Voice Mail system for the first time: 1. From the user s IP phone, press the Voice Mail function key. 2. Enter the default password of 1234 + #. 3. User will be prompted to record his or her name, and please do so. 4. Please change the password from the default of 1234. 5. To record a greeting, press 7, then press option 1, and follow prompts. ii. Accessing the Voice Mail system: ÅK `~ää=j~å~öéãéåíw= 1. From an IP phone: press the Voice Mail function key or take phone off hook and press # twice. Follow prompts for entering the user s extension (if required) and password. 2. From a non-ip phone: To access the voice mail system, the user may dial the company s main auto attendant. (Please see the company IP phone administrator for the access phone number.) Press #, enter user s extension, and then enter the password, followed by #. i. Hang Up: terminates current active call; will appear as a soft key. ii. Voice Mail: automatically dials the voice mail system; prompt requests the password. See above for specific directions. iii. Transfer: capability to transfer a call to another extension or externally. To transfer externally, must dial 9. 1. While on an active call, press the transfer button. 2. Enter number to transfer caller to. To transfer to an external number, dial 9. 3. Pick from the soft key buttons what the call needs to do: Transfer straight to the third party, consult before completing the transfer, send the caller to voice mail, or park the call on another extension. 4. If consulting the third party, user must press yes under the soft key to complete the transfer. iv. Conference: capable of talking to two additional callers simultaneously. 1. While on an active call, press the conference button to call the second person. (This puts the first caller on hold while the second caller is reached.) 2. The soft keys will give the user an option to directly conference or to consult the second caller before joining the two callers. 3. If the second caller is consulted, the user must press join on the soft key to join the two callers. Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 5 of 9
v. Join: this is a one-touch conferencing button; available when user has one call on hold and is on another call; allows the user to join two calls. vi. Speed Dial: allows user to pick from a list of labeled numbers, preset by user; must be set up in Call Manager or Web Call Manager. 1. To initiate a call from the speed dial list, press speed dial. 2. Select from the list on the LCD screen. These names and numbers have been set up by the user in the Call Manager or Web Call Manager. 3. Use the LCD Navigation keys or the soft keys to scroll up and down the list to select a number. 4. Press the soft key labeled as dial to call the selected number. vii. Redial: allows the user to see the list of the previous calls made and received; the user can choose one of the previous call and dial them directly. 1. To initiate, press the redial button on the phone. 2. Use the scroll keys to the left of the display to select the call destination. 3. Press the soft key labeled dial to complete the call. viii. Intercom: allows the user to call another extension and talk with them without the end user picking up the phone; whisper page allows the end user to hear the intercom during an active phone call without disrupting their phone call; (an intercom would usually go to voice mail if end user is on an active call). 1. Press intercom button. 2. Dial the desired extension. 3. Finish the action by pressing the Intcom soft key. 4. Press the soft key labeled Whspr to initiate a whisper page. This allows the user to talk to the end user during a call without their caller hearing the one-way conversation. ix. Hold: puts current caller on hold. First caller automatically put on hold when depressing line 2 (without pressing the hold button) and the same for the following calls. When placing a caller on hold indefinitely (without a second caller on line 2), to return to the caller, depress call line once. Do not hit call line twice because it will hang up on the caller. x. Pickup: capable of picking up a call ringing in on another phone. 1. Press the soft key labeled Pickup. 2. Dial the ringing extension that the user desires to pick up. 3. Complete the action by pressing the soft key labeled Pickup. xi. Park: places caller on hold for 90 seconds on a specified extension. Call returns to original phone after the 90 seconds. 1. During an active call, press the soft key labeled park. 2. Dial the extension the user would like to park the active call on. 3. Complete the action by pressing the soft key labeled park. Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 6 of 9
4. If the call is not picked up by the end user, the call returns to the user who parked the call in 90 seconds. xii. Unpark: allows the user to unpark a call on another extension. 1. Press the soft key labeled unpark. 2. Dial the extension that the user would like to unpark the active call. 3. Complete the action by pressing the soft key labeled unpark. xiii. Wrap Up: allows the user to make notes about the call after the call has been completed and not receive another workgroup call until they are done wrapping up. xiv. Mode: allows the user to change their Call Handling Mode. 1. Press mode. 2. Select the Call Handling Mode. 3. Press the soft key labeled okay. 4. The Call Handling Mode has been changed. xv. Options: allows the user to change their Call Handling Mode, Handsfree Mode, Ring Tone, Custom Keys and Agent State. Handsfree Mode allows the user to answer calls without pushing any buttons by ringing in the headset and then the call goes live. xvi. Directory: allows the user to see a list of everyone in the system; soon to change to just the people in the specific company. Directory allows the user to manually access and call their speed dial list. PK ^Çî~åÅÉÇ=`~ää=j~å~ÖÉãÉåíW= a. Call Handling Modes: 5 different ways the system deals with incoming calls. The system allows the user to modify each mode and specify how incoming calls are handled. Each mode contains a separate voicemail recording, allowing different messages to be played in each mode. i. Standard: To use while available; incoming calls will ring on the phone. ii. In a Meeting: default will automatically send the caller to the user s voice mail. iii. Out of Office: default will automatically send the caller to the user s voice mail or forward them to the Find Me feature, if enabled. iv. Extended Absence: default will automatically send the caller to the user s voice mail. v. Custom: a setting where user can choose the purpose. b. cáåç=jé=ñé~íìêéw a function that allows the system to dial a second number to find the user and transfer the caller to the user. This function is activated if callers know that they must press 1 when they get to the voicemail message, either by recording it in the message or if user tells callers. i. From an IP phone, the user can only enable or disable Find Me feature. ii. Setup this feature via Web Call manager or Call Manager Software. Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 7 of 9
c. ^åó=fm=müçåé=cìååíáçåw ability to assign the user s extension to any IP Phone within the company. This is only to be used for a temporary move. If moving permanently, please move the phone with the user. The phone will remain the user s phone with extension, as long as it is moved within the company. i. Press the voice mail function key followed by #. ii. Dial the extension to be moved and password. iii. At the Main Menu prompt, press 7. iv. Press 3 to reassign user s extension to the phone being used. v. Press 1 to confirm the extension being assigned to that phone. vi. To un-assign extension, follow first two steps (i, & ii) and then press 2 to unassign extension. The extension will automatically return to the phone it was originally assigned to. QK pìééçêí=fåñçêã~íáçåw= ~K fçéåíáñó=ééêëçåeëf=ñçê=åçãé~åó=ã~áå=åçåí~åíw= i. System Administrator: ii. Phone Number: iii. Alternate Phone Number (cell): iv. Email Address: ÄK oééçêíáåö=qêçìääéw= i. When reporting trouble, please include the following information: 1. Company 2. Contact Name & Number 3. Time & Date of Problem 4. Extension of phone with problem 5. Mac address of problem phone (sticker on back of phone opposite end from handset). 6. Number dialed when having problem ii. Places to report problems: ÅK pìééçêí=téäëáíéw= 1. To the System Administrator 2. Phone: (503) 968-8908 3. Email: phone-support@sterling.net i. http://www.sterling.net/sterlingvoice/support Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 8 of 9
RK _~ëáå=qêçìääé=püççíáåöw= ~K fñ=íüé=ç~íé=çê=íáãé=~êé=áååçêêéåí=çê=íüé=i`a=ëåêééå=áë=ää~åâi=åüéåâ=íüé=ñçääçïáåöw= i. Check all cord connections to the phone and the wall, and make sure they are plugged in correctly. ii. If all cords are fine, please reboot the phone. 1. How to reboot the phone: a. Hold the mute button down for 5 seconds. b. On the key pad, press R-E-S-E-T (7-3-7-3-8) followed by #. c. Follow the prompt on the screen. ÄK fñ=ìëéê=üé~êë=~=ééêáççáå=~äéêí=êáåöi=äìí=å~åûí=ñáåç=~åó=å~ääë=çå=íüé=çáëéä~ók= i. The call stack on the phone is overflowing. If the user answers the ring, the first call will appear normally on the phone. The user can also use the Call Manager software to manage the call stack overflow by sending callers to the user s voicemail. ÅK qüé=ëóëíéã=áë=åçíáñóáåö=å~ääéêë=íü~í=íüé=ìëéêûë=ã~áääçñ=ü~ë=éñåééçéç=áíë=äáãáí=~åç=áë= ìå~ääé=íç=~ååééí=åéï=ãéëë~öéëk= i. The voice mail system keeps recently deleted messages in the mailbox, which are part of the total count. If user s mailbox is full, first purge any backlog of deleted messages. 1. Log into voice mail. 2. At the Main Menu prompt, press 7. 3. Press 8 to remove deleted messages. 4. Press 1 to confirm deletion. ÇK kç=çåé=å~å=üé~ê=íüé=ìëéê=ïüéå=üé=çê=ëüé=í~äâë=çå=íüé=ëéé~âéêéüçåék= i. Check for debris in front of the microphone. ii. Check the mute button status. If muted, the caller will not be able to hear the user. ÉK qüé=çáëéä~ó=çå=íüé=éüçåé=áë=ää~åâk= ÑK i. The phone does not have power. Check the connections between the phone and the electrical outlet. qüé=çáëéä~ó=çå=íüé=éüçåé=êé~çë= kç=péêîáåéòk= i. The phone, most likely, has been disconnected from the network. Check the connection between the phone and the network drop. If this doesn t fix the phone, reboot the phone by following the above directions. = Property of Sterling Communications 2007 Last Updated: 03/14/2007 @ 2:09 PM Page 9 of 9