Difference between revisions of "Phone System Howto"

Latest revision as of 17:45, 29 February 2012

This page will contain instructions on how to operate the phone system at freegeek, including paging, transferring, etc. You may also be interested in reading about Answering the phone, and Changing the Phone Greetings.

Notes about admin stuff can be found here: Phone Administration

Making Calls

Internal calls from display phones

The phone system will automatically route calls internally when the handset is picked up.

Pick up the handset
Dial your desired party's extension

External calls from display phones

Pick up the receiver.
Press a numbered line button towards the top of the display phone.

Transferring Calls

When currently in a call and you want to transfer the call to another party, do the following.

Press the "Transfer" button on the bottom of the display phone
Enter the desired party's extension number
Hang up the handset and go on with your life

Automatic hold

Calls are automatically put on hold when switching from one line to another.

Paging

The page feature is a way to make an announcement over the speakers throughout the building, i.e. to call someone up to the front desk. Follow these instructions for paging. Note: some easily accessible phones in the building have paging disabled.

Lift the handset
Press the page button. (second row on most display phones)
Speak your announcement
Hang up the handset

Buttons

Here is a brief description of what some of the buttons on your phones may do. Some phones may be different. We can program any button on any phone to do almost anything. See a phone admin for programming buttons.

Line 1-4 - These buttons are to select an external line
Speaker Button - Use this button for using the external speaker rather than the handset for calls. Note: you will also need to press the mic button in order to activate the external microphone.
Dir - This is a directory of internal extensions. To utilize this feature, press the Dir softkey, then press the Ext. softkey and use the up and down arrows to find your desired party

NEC InMail (Voice Mail)

To access an InMail box setup to a display phone, first press the VMsg softkey, then enter your security code. If you are on a display phone that does not have a voicemail box setup to it but have access to a box. Press the VMsg softkey, enter the box # and then enter the security code.

Accessing InMail From Outside Free Geek

Dial our main line (503)232-9350. The automated attendant will answer.
Press # and you extension number
You will be asked for your security code. Enter it and press # again.

Listen to the voice instructions

Problems & Solutions

More information will soon be added. In the meantime, if you have any questions please see a phone admin. Please report any issues you experience.

@@ Line 1: / Line 1: @@
 This page will contain instructions on how to operate the phone system at freegeek, including paging, transferring, etc. You may also be interested in reading about [[Answering the phone]], and [[Changing the Phone Greetings]].
-Shawn and Matteo are the people on staff who know a little bit about administrating the phone system.  MaryKate can change the greetings and add mailboxen.  We also have a couple volunteers more expert at it who can be called.  Notes about admin stuff can be found here: [[Phone System Admin]] and in fgstaff/phones.
+Notes about admin stuff can be found here: [http://securewiki.freegeek.org/index.php/Phone_Administration Phone Administration]
-==Interactive web based tutorial==
-Some one already made an interactive walkthrough.
-Check it out here
-[http://www.phoneuserguide.com/norstar/  norstar user guide]
-There's also a quick reference guide to some admin functions of the phone system [http://66.102.7.104/search?q=cache:8QfE6kRSN5sJ:www.jandjcommunications.com/Quick_Reference_Guides/startalk/startalk.pdf+Norstar+StarTalk+administrator+manual&hl=en&client=firefox here].
 == Making Calls==
-===Internal calls using intercom buttons===
+===Internal calls from display phones===
-The phones are set to go directly to an internal line when the handset is picked up.
+The phone system will automatically route calls internally when the handset is picked up.
-#Pick up the receiver.
+# Pick up the handset
-#A '''>''' appears beside an intercom button (second from the bottom on the right side), then dial '''or''' press an intercom button without '''>''', then dial.
+# Dial your desired party's extension
-===External calls using numbered line buttons===
+===External calls from display phones===
 #Pick up the receiver.
-#Dial 9 ''or'' press a numbered line button to get an outside line.
+#Press a numbered line button towards the top of the display phone.
 ===Transferring Calls===
-For front desk hit the button on the right by the LCD screen (it should say "TRANSFER") and then the extension number.  For the rest of you-all:
+When currently in a call and you want to transfer the call to another party, do the following.
-# Dial [Feature] then 70
-# Dial the extension number you'd like to transfer to
-# Hang up
-===Conference Calls===
+#Press the "Transfer" button on the bottom of the display phone
-# On the phone with someone?  Good.
+#Enter the desired party's extension number
-# Put your caller on hold
+#Hang up the handset and go on with your life
-# Dial the other person you'd like to reach (whether internal to FG or on outside line)
-# Press [Conf/Trans]
-# Press the held line
 ====Automatic hold====
@@ Line 40: / Line 28: @@
 ===Paging===
 The page feature is a way to make an announcement over the speakers throughout the building, i.e. to call someone up to the front desk.
-# Hit page
+Follow these instructions for paging. Note: some easily accessible phones in the building have paging disabled.
-# Select Both
-# Select All
+#Lift the handset
-# After the beep, speak into the phone
+#Press the page button. (second row on most display phones)
+#Speak your announcement
+#Hang up the handset
 ==Buttons==
-Some of the buttons on the standard office phones have been programmed for your phon-y pleasure.
+Here is a brief description of what some of the buttons on your phones may do. Some phones may be different. We can program any button on any phone to do almost anything. See a phone admin for programming buttons.
-* '''Handsfree Mute''': Speakerphone
-* '''Intercom''': "Intercom" or internal line
-* '''Last No.''': Redial
-* '''Voicemail''': Voicemailbox for that extension
-* '''Conf/Trans''': Conference calls
-* '''Line 1, Line 2, Line 3''': External lines 1-3 (line 4 can't be accessed: it's reserved for credit cards, fax, and modem testing.  It's left unprogrammed because we may eventually add another line for general use)
-* '''Rls''': Hangs up whatever line you're on
-==Voice Mail Boxen==
-Features:
-* Total time for messages: 15 min
-* Max message length: 3 min
-* Message retention period: 30 days
-* Max outgoing greeting length: 1 min
-===Setup===
-* From your extension on an internal line, press the "Voicemail" button, or dial 241
-* It will ask you for the password.  Get that from Shawn.
-** If you have a voicemail box and no extension, press the # key a few times until it asks for your mbox number and password.  Get the password from Shawn.
-* It will ask you to change your password.  Do that, too.
-* It will ask you to record your name (this isn't the outgoing message).  Go for it.
-* To record your outgoing message, change your name or password, press 8 from the main menu.  To change outgoing message, press 2 and follow prompts for the primary message (if you want to record an alternate, too, like for after hours, you can go into the system and switch between the two).
-* In general, press * to go up one menu
-===Accessing Your Messages===
-====From Your Extension====
-* From your extension on an internal line, press the '''Voicemail''' button, or dial 241
-* When prompted, dial your '''password''' then press #
-* Follow the prompts to retrieve, save, and delete your messages.  You can also send a message to another voicemailbox (or your own) or press 8 to change your personal options like outgoing message.
-* In general, press * to go up one menu.
-=====General Mailbox=====
-*Phone Extension 222
-Calls routed to an extension without a mailbox or with a mailbox that hasn't been set up will go to the "general mailbox".  This mailbox has an extension of 100, and reception should check it on occasion.
-* Press voicemail button
-* Press the '''other''' button
-* Dial 100xxxx (xxxx is the password for the general mailbox), then #.
-* Check away!
-*Phone Extension 221
-Calls routed to an extension without a mailbox or with a mailbox that hasn't been set up will go to the "general mailbox".  This mailbox has an extension of 100, and reception should check it on occasion.
-* Press voicemail button
-* Dial 100xxxx (xxxx is the password for the general mailbox), then #.
-* Check away!
-====From Not Your Extension====
+* Line 1-4 - These buttons are to select an external line
-There's a few ways to do this.
+* Speaker Button - Use this button for using the external speaker rather than the handset for calls. Note: you will also need to press the mic button in order to activate the external microphone.
-#
+* Dir - This is a directory of internal extensions. To utilize this feature, press the Dir softkey, then press the Ext. softkey and use the up and down arrows to find your desired party
-#* On an internal line, press the '''Voicemail''' button, or dial 241
-#* When prompted for password, hit the '''#''' key and listen to the error message.  Do it '''again'''.  Do it '''once more'''.
-#* You'll be prompted to enter your '''voicemailbox and password''', then hit #
-#* Use your voicemailbox normally
-#
+==NEC InMail (Voice Mail)==
-#* Call in from an outside line and follow the instructions for accessing your voicemail from outside FG.
+To access an InMail box setup to a display phone, first press the VMsg softkey, then enter your security code.
+If you are on a display phone that does not have a voicemail box setup to it but have access to a box. Press the VMsg softkey, enter the box # and then enter the security code.
-#
-#* Find a phone without an associated voicemail box.  The build phone, soon the black hole phone, the public phone at the front are examples.
-#* Press the '''Voicemail''' button
-#* When prompted, enter your '''voicemail box number and password''' in succession, then press the # key.
-#* Use your voicemail box normally
-====From Outside Free Geek====
-* Call our regular number (503)232-9350.  The automated attendant will answer.
-* Press your '''voicemailbox number''' (if you have an extension, that's probably it)
-* While your outgoing message is playing, press '''* *'''
-* You'll be prompted to press your '''password''' then the # key.
-* Use your voicemailbox normally
-===Copying Messages to Someone Else's Mailbox===
+====Accessing InMail From Outside Free Geek====
-These instructions are intended for the front desk, as they have 3-button LCD screens.
+* Dial our main line (503)232-9350.  The automated attendant will answer.
-# When you're finished listening to the message, press "COPY"
+* Press # and you extension number
-# Record an intro (or not)
+* You will be asked for your security code. Enter it and press # again.
-# Dial the extension number that you'd like to send it to: ''use the number pad, not the transfer buttons''.
+# Listen to the voice instructions
-# Voila!  Now delete the message.
-==Long distance==
-Long distance calls are restricted to those needed for Free Geek functions. If you attempt to make a long distance phone call from Free Geek, you will hear a recording that indicates long distance calls are not allowed. At this point, if you are authorized to make long distance calls, you can enter the access code and make the call.  (The delay between entering the code and the phone ringing on the other end may seem long...)
 ==Problems & Solutions==
-# "Message for you" in your display will not go away
+More information will soon be added. In the meantime, if you have any questions please see a phone admin. Please report any issues you experience.
-If "Message for you" in your display will not go away (usually after listening to your voice mail messages), press Feature #65. After doing so, it will tell you which station (telephone) left a message. Pressing the Rls button will finally clear the message and return the time indicator to your display.
-# If a button loses it's programming (aka Michael's tech support voice mail button), press "Feature *0" to see what the button is currently. Hit "Rls". Then, press "Feature *2" to program it to be the button you would like instead and type in the 3-digit extension.  For voicemail, no matter which phone, that extension is "241". Then, hit "Rls" and it should be re-programmed. These programmable buttons are called "Memory buttons" if you are using the manual.
-More fixes at: http://www.datacomsolutions.ca/support1.htm
-==References==
-* http://www.micromerl.com/
-* http://www.ghtrout.com/ghtrout/
-* http://nortel.pbxinfo.com/index.php?module=ContentExpress&func=display&ceid=80
 [[Category:Howto]]
 [[Category:Front Desk]]
-[[Category:Volunteer Desk]]
 [[Category: Phones]]
-[[Category:Donation Desk]]