CISCO Phone Training Guide

 

Training Guide for 7941/7961 Cisco IP Phones w/Unified Voicemail

Section I: Getting Started

A.  Connecting your IP phone:

1. Your new Cisco IP Phone will be connected to the network through your computer.  The existing network cable connected to your PC needs to be removed from the PC and connected to the middle port (10/100 SW) on your phone. (This cable will go to the network jack on the wall.)  The cable inside your phone box should be connected to your PC Ethernet port and to the outside port on your phone, marked 10/100 PC.  After you have connected your phone, it will go through a set up (boot up) period.  During this time you need to let it go through its boot up without disturbing it.  Your phone will be ready to use when the date and time appear on your LCD screen.

B.  Buttons/Description on your phone:

1	Handset with indicator light	Functions like a traditional handset. The light strip at the top of the handset blinks when the phone rings and can be set to remain lit when you receive a voice mail message.
2	Phone Screen	Displays feature such as the time, date, your phone number, caller ID, line/call status and soft key tabs.  If you have programmed speed dial buttons, these will show up next to the button that was programmed.     When you are on an active call this area will display current calls per line, including caller ID, call duration, and call state.
3	Model Type	Model of your Cisco IP Phone.
4	Programmable buttons	Depending on the configuration, programmable buttons provide access to:- Phone lines (Line buttons)- Speed dial numbers (Names show on display)The buttons illuminate to indicate status:Green, Steady—Active call on this line (off hook)Green, Blinking—Call on hold on this line Amber, Steady—Privacy feature enabled Amber, Blinking—Incoming call ringing on this line Red—Shared line, currently in use No Color—No call activity on this line (on hook)
5	Foot stand adjustment  button	Allows you to adjust the angle of the phone base.
6	Directories button	Open/close the Directories menu.  Use it to access call logs and corporate directories.
7	Help button	Activates the help menu. Displays helpful information about buttons and features.
8	Settings button	Provides access to phone settings such as contrast and ring sound, network configuration, and status information.
9	Speaker button	Toggles the speaker on or off.
10	Mute button	Toggles the mute on or off.
11	Headset button	Toggles the headset on or off.
12	Volume button	Increases or decreases volume for the handset, headset, or speakerphone. Also controls the ringer volume and the LCD screen contrast.
13	Services button	Provides access to any available phone services that have been set up by your system administrator.
14	Messages button	Provides access to a message system.
15	Navigation button	Enables you to scroll through text and select features displayed on the LCD screen. This button also allows you to toggle between multiple calls on your phone.
16	Dial pad	Works exactly like the dial pad on a traditional telephone.
17	Soft keys	Enable you to engage any of the functions displayed on the corresponding LCD screen tabs. Soft keys point to feature options displayed along the bottom of your LCD screen.

C.  Additional Information:

To get an outside line, dial 9.

To make a long distance call, dial 9 followed by “1”.

Call tracking is available and can be used by management to track calls. If you are receiving harassing phone calls, let someone in IT know

If you move your phone, your individual settings will stay with the phone, not with the jack as with the old system.

The display on your phone will show the outgoing caller id (on the top line) and your internal 4 digit extension which you can use to call internally will be listed next to the phone icon.

Dialing 911 and 9911 will both work.

**NOTE:  If you accidentally dial 911 stay on the phone to tell them it was accidental.  If you panic and hang up they will show up at your business, do a walk through, and may charge you money.

Section II: Phone Use

A.  Place a call:

1. Lift the handset and dial the number; dial the number and lift the handset,

OR

1. Press the Speaker  button and dial the number; dial the number and press speaker button,

OR

1. If using a headset press the Headset  button and dial the number; dial the number and press headset button,

OR

1. Press the NewCall soft key and dial the number; dial the number and press soft key Dial.

**NOTES:  Enter a phone number leaving your phone idle.  (The auto dial feature might pop up to suggest matching phone numbers from your “Placed Calls Log”).  You can display phone numbers from your “Placed Calls Log” by pressing your navigation button.

If you make a mistake while entering the phone number, press << to erase one or more digits.  Press Cancel soft key to exit the dialing attempt.

B.  Answer a call:

1. Lift the handset and you are connected to the incoming caller,

OR

1. Press the Answer soft key and you are connected to the incoming caller,

OR

1. Press the Speaker  button and you are connected to the incoming caller,

OR

1. If using a headset press the Headset  button and you are connected to the incoming caller.

To send an incoming call directly to your voicemail, press the iDivert soft key.  The incoming call automatically transfers to your voicemail.  When answering a second call, make sure the call you want to answer is highlighted and press Answer soft key.

C.  End a call:

1. Hang up the handset,

OR

1. Press the EndCall soft key,

OR

1. If using a headset, press the lit Speaker  button.

D.  Transferring a call:  (Trnsfer/Number/Trnsfer)

Transfer redirects a connected call.  The target is the number to which you want to transfer the call.

Three key steps to remember:

1.  Transfer the first time puts the original caller on hold.

2.  Enter the number you want to transfer the caller to.

3.  Transfer the second time sends the original call to the number you dialed (transfer recipient).

Blind Transfer is transferring a call without talking to the transfer recipient:

1. While on an active call, press the Trnsfer soft key.
2. Enter the number to which you want to transfer the call.
3. When you hear ringing, press the Trnsfer soft key again to complete your transfer.
4. Hang up to end your participation in the call.

**NOTES: To end the call before the transfer is completed, press EndCall soft key, then Resume soft key to reconnect with the original call.  You can transfer the caller to another recipient if the first one didn’t answer or send them directly to transfer recipients’ voicemail (see below).  You must resume the call before you can transfer again.

Consult Transfer is talking to the transfer recipient before transferring a call:

1. While on an active call, press the Trnsfer soft key.
2. Enter the number to which you want to transfer the call.
3. Wait for the transfer recipient to answer the call.  Make the announcement of the call.
4. If the recipient accepts the transferred call, tell them to remain online and you’ll send the call, press the Trnsfer soft key again.
5. If the recipient refuses the call, or if you dialed the wrong number, or don’t want to complete the transfer, press EndCall.  Press the Resume soft key to return to the original call.

            To transfer a call directly to the transfer recipients’ voicemail:

1.   During an active call, press the Trnsfer soft key.

2.   Press *22 followed by the extension number of the person you are transferring the call to.

3.   Press the Trnsfer soft key immediately and your call is directed into voicemail.  This won’t ring their phone. If you don’t press the Trnsfer soft key immediately, the beginning of the voicemail greeting will be cut off.

**NOTES: You cannot use Trnsfer to redirect a call on hold.  Press Resume, to remove the call from hold, before using the transfer soft key.

E.  Putting a call on hold:

When you put a caller on hold, you can only retrieve the call from the phone where it was placed on hold.

1. During the call, press the Hold soft key.
2. To return to the call, press the Resume soft key.

**NOTES: You are also able to retrieve calls on hold by pressing the button next to the blinking line on your display.

Putting a call on hold will generate hold music or a beeping tone.  For this reason, you should not place a call on hold while you are on a conference call.  The line button blinks (depending on your phone model), the HOLD icon is animated, and the caller ID text blinks.

F.   Parking a call:

Park is an extended hold and is the only way to pick up a call from another extension.  You can Park a call and retrieve the call from any phone on your network. 

1. During an active call, press the More soft key until you see the Park soft key.
2. Press the Park soft key to park the call.  The LCD displays the number where the call has been parked.  The phone system assigns the 3-digit park number (890-899).
3. Make a note of the number displayed and hang up.   
4. To retrieve the parked call, go to any phone on your system and dial the number that displayed.  You are connected to the party.  If the parked call doesn’t get picked up, it will ring back to the original phone it was parked at (call back time depends on your system admin setup).

G.  Forwarding your phone:

You can use Call Forward All soft key to redirect your incoming calls internally or externally.  Enter the Call Forward All target number exactly as you would dial it from your phone if you were calling it.

To forward all calls:

1. Press the CFwdALL soft key, and you will hear two beeps.
2. Enter the number to which you want to forward your calls.

            (Be sure to enter the number exactly as you would if you were placing a call to that number from your office.)

Cancel forward all calls:

1.  To cancel call forwarding, press the CFwdALL soft key once.

**NOTE: To forward your calls directly to voicemail; press CFwdALL soft key followed by the “Messages” button.

H.  Making conference calls:

There are three kinds of conference calls you are able to make with your Cisco IP Phone.

1. 1.    Standard  or Ad Hoc conference calls: 8 parties total
2. 2.    Join Conference calls: 8 parties total
3. 3.    Meet Me Conference calls: 8 parties total

 

Standard or Ad Hoc Conference Call: 8 Parties total (yourself and 7 others)

1. During an active call, press the More soft key and then Confrn soft key.  This will open a new line while placing the current party or party on hold.
2. Place the call to the next party.
3. When the call connects, press the Confrn soft key again to create a conference.
4. Repeat the first three steps to add additional parties to the conference call.
5. To view a list of the participants in the conference call; press More soft key and press ConfrnLi soft key.

This will show you all the participants in the conference.  The one with the * next to it is the initiator of the conference.  This person will also have a Remove soft key listed and is able to remove participants from the conference.  Once participants are removed, press the Update soft key to refresh the list of participants.  Only the initiator can add and remove participants.

Join Conference Call: 8 Parties total (yourself and 7 others)

If you have 2 calls on one line (the same extension), you are able to initiate a Join Conference call.

1. Place the first call on hold.  (This will happen automatically when you press the soft key Answer )
2. Answer the 2^nd call.
3. Use the “Navigation” button to move up to the first call. Make sure it’s highlighted.
4. Press the More soft key.
5. Press the Join soft key.
6. You will now have a three way conference call.
7. If you want to add more participants to the conference call you will need to use the Confrn soft key with the directions above.

You are able to use the Conference list with this conference call.

Meet Me Conference Call: 8 Parties total (yourself and 7 others)

MeetMe conferencing allows participants to join a conference by calling the conference number directly, rather than waiting for the conference initiator to call them.  This saves the initiator the hassle of calling 5 parties as well.

1. Press NewCall soft key or lift the receiver to go off-hook.
2. Press MeetMe soft key and dial the MeetMe conference number.

• 4500-4509 are internal only
• If calling from an outside line, such as home or cell phone, dial with the area code and prefix: 651 -290-XXXX

To Participate in a MeetMe Conference:

• Dial the MeetMe conference number (provided by the conference initiator.)  You will be connected to the conference only after the conference initiator has dialed in.  You will get a busy signal until someone sets it up (directions above).

To End a MeetMe Conference:

• Hang up or press EndCall soft key.

**NOTE:  Remember to inform participants about the conference number, so that they can dial in.  Conference List is not an active key in this type of conference.  So there is no way of showing who has dialed in.  The initiator’s phone will beep as people call in, so the initiator will want to ask who just entered the conference to keep track.

Conference call options:

To place the conference call on speaker, press the phones Speaker button  .

To mute a conference call, press the Mute button.  We recommend that you don’t place a conference call on hold.

Initiator Notes:

• Only the conference initiator can add and remove parties in the conference.
• If the initiator leaves the conference, no other parties can be added to the conference, and if participants are still online, they can keep talking.  For this reason the initiator might want to make sure that all participants are removed before hanging up. 
• The initiator features cannot be forwarded to someone else once the initiator hangs up. 

I.  Redialing a number:

1. Lift the handset and press the Redial soft key, OR
2. Press the Redial soft key without lifting the handset to place a call from the speakerphone.

Section III: Information Features

A.    Accessing Help:

1. Press the Help button   once to view the Main Help Menu (4 items are listed).
2. Press the Help button twice quickly to view Help Topics (7 items are listed).
3. Press the Help button followed by any key to display information for that key.  Press more soft key & link soft key to get additional information for the button pressed.

B.     Using Call Logs and Directories:

Your phone maintains logs of your missed, placed and received calls.  You can use the Directories button to access these records.  You can also access a corporate directory and a personal directory.

1. Press the Directories button  to view:

• Missed Calls
• Received Calls
• Placed Calls
• Personal Directory
• Corporate Directory

1. Use the Navigation button to highlight the item you want to look at.
2. Press the Select soft key OR press the number associated with the item you want to look at on your key pad.
3. To place a call from the directory, highlight the desired number and press the Dial soft key or lift the handset.

To auto dial numbers from your Missed or Received calls log, you must edit dial to add the “9”:

1. Highlight the call that you want to edit.
2. Press the EditDial soft key.
3. The cursor is at the beginning of the number.  You can add a “9” here,

OR

To call a local number, you must add a “9” for an outside line.

To dial a long distance number you must add a “9” followed by “1” for long distance.

Press Exit soft key to exit the screen.

C.  Viewing/Editing Missed, Received & Placed Calls:

1.  Select either Missed, Received or Placed call logs

2.  Highlight a number

3.  You can do any of the soft key options,

• delete will delete just the call you have highlighted,
• clear will delete all the calls in that call log,
• more and details will give you the details of that call such as caller ID/date/time

D.  Using The Personal Directory:

 

1. Press the Directories button .
2. Use the navigation button to select Personal Directory, then press Select soft key or enter 4 on the key pad.
3. UserID:  firstname.lastname (all lowercase) your PIN is 12345, press submit (for the . use the * key)

**Note:  Once you login you won’t have to keep entering your login unless you logout when you leave your phone.  If you don’t want people to access your personal directory make sure to logout of your personal directory.

1. You will see Fast Dials and Address Book . The Address Book works like the Corporate Directory. To search for someone with D for their first name press 3 on your key pad once and search.  If a mistake is made, press the << key to erase.  Partial entries are acceptable.  You can also search a portion of directory, by pressing the Search soft key and not entering anything above.  This only shows up to 64 entries 5 at a time, to see the next page, press next soft key, previous soft key to move between pages.
2. The name that is highlighted can be dialed by pressing the Dial soft key or simply picking up the receiver.
3. Fast Dials will show you a list of your fast dials, which are much easier to view and dial.  You have to assign people in the Address Book to one of the (99) Fast Dials.  All of these are assigned from the website https://10.128.20.101/ccmuser

E.  Using The Corporate Directory:

1. Press the Directories button .
2. Use the navigation button to select corporate directory, then press Select soft key or enter 5 on the key pad.
3. Position the cursor on the First Name, Last Name or Number by using the navigation button.
4. Enter the search information.  Partial entries are acceptable.  You can also search a portion of directory, by pressing the Search soft key and not entering anything above.

To enter letters, press a corresponding number key.  For example, press 2 key once for an “a”, twice for a “b” and three times for a “c”.  The cursor automatically advances between letters.  If a mistake is made, press the << key to erase.

1. Press the Search soft key.  The LCD screen displays search results.
2. The name that is highlighted can be dialed by pressing the Dial soft key or lifting the handset.
3. You can access the directory list while you are on a live call.  This comes in handy if you need to transfer someone and forgot

their extension.  You can put the caller on hold or keep talking while you find their ext.  Write it down, exit to main screen,

press Transfr, ext., Transfr.

F.  Setting up and Accessing Voicemail:

 

To set up your voicemail from your phone:

1. Press the Messages button .
2. You will be asked to enter your passcode.  First time users use the passcode given by HR or IT, followed by #.
3. You are then asked to record your name, a personal greeting for your callers to hear and to change your passcode to another number with 3 to 6 digits (no sequential numbers and no same numbers in a row).

If you are at another phone on the system and want to set up your voicemail:

1. Press the Messages button  followed by the * key.
2. Enter your extension number; this is your ID number.  Your ID number is your 4-digit extension.
3. Enter the default passcode, followed by #.
4. Follow the prompts to record your name, a personal greeting for your callers to hear and then change your passcode.

 To access voicemail from your phone when you have a message:   

The light indicator on your handset will be a solid red when you have a message.  The LCD also indicates you have a voicemail with an envelope icon in the upper right hand corner of the display.

• Press the Messages button  and follow the voice prompt instructions.

To access your voicemail remotely:

1. Dial your full phone number: 651-290-XXXX
2. When you hear your personal greeting begin, press the * key.
3. Enter your 4-digit extension number when prompted for your ID followed by #.
4. Enter your passcode followed by #.  Follow prompts for retrieving your messages.

Primary Menu: This is what you will hear after you have entered your passcode.

Press 1—to hear new messages.

Press 2—to send new messages. (This is to send a message to another user on the voicemail system, not to change your greeting.)

Press 3—to review old messages.

Press 4—to access setup options.

**Note: You will hear the message first and the time and date it was sent after.  

If you want to leave someone in the system a voicemail; dial their extension and when their greeting starts, press # to skip over their greeting, you will hear the beep and you can record your message right away.

• When you are checking your messages, you will hear how many new voicemails you have.
• Your voicemails will be listed in your email.  You can listen to your voicemails in your email as a wav file.

• If you open a voicemail message in your email, it will no longer be stored on your phone. To reactivate the message to your phone, right click the email message and select “mark as unread”.

**Please be aware that your email and voicemail reside on the same server now and are basically the same system.

So…

• If you delete a voicemail while using your phone, it will also delete in your email.
• If you delete a voicemail while in your email, it will also delete it on your phone.
• If you listen to a voicemail in your email, it will take the red light off your handset.  If you want to relight the handset to remind you to take care of that message, you can right click on the email, select Mark as Unread and it will bring the light back.
• If you get a message telling you that your voicemail box is full, it is because you have too many emails. Delete or archive your messages to take care of this.
• If you are prompted on your phone to empty your deleted messages file, your email deleted messages file will be emptied.

 Section IV: Browser Features­

     **NOTE: Browser features are optional features that may be configured by your system administrator.  These features    

  take place through Cisco CallManager and the user’s PC.  No interaction will occur with the IP phone.

  To log in to access the browser features: https://10.128.20.101/ccmuser

Login Name: firstname.lastname   (same as your network login)

   Password:  same as your network login

A.    Setting up Personal Directory on website:

1. Log into Cisco CallManager User Options website, above.
2. Click User Options
3. Select Personal Address Book
4. Click Add New and fill in as much information as you want; name, nick name, work/home/cell numbers, click Save
5. Click Add New to keep adding contacts in your address book; you can have up to 99 entries.

To assign contacts from your Address Book to your Fast Dials:

1.  Click User Options

2.  Select Fast Dials

3.  Click Add New

4.  To see the list you have in your Address Book, click Find under Search Options; this will give you the list of contacts you

entered in your Address Book.

5.  Find the contact you want to assign a Speed Dial and click on the phone number you want associated to that speed dial.  The

system will start with speed dial 1 and go in numerical order up to 99 speed dials.  Notice that it enters the number you

selected and assigns it to the speed dial.  Click Save.

6.  You can keep assigning phone numbers to speed dials this way.

 **Note:  Once you set up your Address Book and Fast Dials, you access them by pressing the Directories button on your phone.  Select “Personal Directory”, log in, select either Address Book or Fast Dials and you will see the contacts you have entered.  Highlight who you want to call and press Dial or lift the handset to call.

B.  Setting up speed dials that appear on your phone display:

1.  Click User Options

2.  Select Device

3.  Click on Speed Dials

4.  You will see the list is broken into two sections: The Speed Dial Settings are the speed dials that will appear on your phone display and The Abbreviated Dial Settings are the speed dials you will not see on your phone display or in the personal directory.  You will have to print off the screen to remember the Abbreviated Speed Dial numbers.  (If you choose to use these).

5.  Under the Number box, enter the number you want assigned to that speed dial just as you would dial it from your phone.  No spaces or dashes needed.

6.  Under the Label type the name/title you want associated to it.

7.  To dial a number in the Abbreviated Dial Settings group you would press the speed dial number on your phone, i.e. press 8 on your key pad and press AbbrDial soft key.

8.  The numbers you entered under The Speed Dial Settings will appear on your phone display.  To call them, press the round button to the right of the screen.

Section V: Audio Features

A.  Changing the LCD Contrast:

1. Press the Settings button .
2. Use the Navigation button to move down to the contrast option or press the corresponding number on the key pad.
3. Press the Select soft key.
4. Press the UP or Down soft key to adjust the contrast OR the Volume button will adjust the contrast too.
5. Press the Ok soft key to accept and save your changes.

B.  Changing the ringing sound:

1. Press the Settings button  .
2. Press the Select soft key for User Preferences
3. Press the Select soft key for Rings.
4. Press the Select soft key for Default Ring.
5. Use the Navigation button to scroll through the options.
6. Press the Play soft key to hear a sample of the ring type.
7. Press Select soft key and then press Ok to apply the ring type to your phone.
8. Press Exit to return to the main menu.

C.  Adjusting the ring volume:

1. While the phone is idle, press the Volume button  once to hear a sample of the current volume level.
2. Continue to press the Volume button  to adjust the level.

            The new ring volume level is saved until the next time you change it.

 D.  Adjusting the handset, speaker and headset volume:

1. During an active call, press the Volume button  to increase or decrease the volume.
2. Press the Save soft key to save your settings.

**NOTE: If you need to lower the volume of the handset, you must be using the handset.  If you need to lower the volume on the speaker, you must be using the speaker and so on.

E.  Muting a call:

1. Press the Mute button .  When the Mute is lit red, they cannot hear you but you can hear them.
2. To turn off mute, press the Mute button  again.

**NOTE:  If you are using mute along with the speakerphone, lifting the handset will disengage the mute. You are able to use the MUTE button with the handset, speaker or headset.