IT Desktop Management

1
IT Desktop Management

• Phone Services And Voice Mail
• January 2007
• Prepared by
• Angela Mars
• IT Education and Training

2
Table Of Contents

• The IT Help Desk page 4
• Telephone system usage page 6
• Changing the ring pattern page 9
• Incoming ring tones page 10
• Using the speakerphone page 12
• Adjusting the volume of the telephone
  page 13
• Placing a call on hold page 14
• Transferring a call page 16
• Using the redial button page 17

3
Table Of Contents

• Sending calls to a coverage path page
  18
• Forwarding calls to another extension
  page 19
• Setting up a conference call page 20
• Accessing AUDIX page 21
• Recording your name page 23
• Recording a personal greeting page 25
• Activating personal greetings page 27
• Retrieving messages page 28
• Telephone models page 29

4
Telephone And Voice Mail Service

• The IT Help Desk
• Contact The IT Help Desk at extension 3103 or
  email at help.desk_at_ctcd.edu for phone or voice
  mail assistance. Central Texas College uses a
  variety of Avaya telephone models. For specific
  information about a particular telephone model,
  click here.
• IT Help Desk services
• Telephone repairs (no dial tone, cannot call out,
  etc...).
• Moving, adding, and upgrading phones.
• Programming additional features into a phone.
• Changing the caller-id name on an extension.
• Installing/Removing a voice mailbox (AUDIX).
• Resetting voicemail password.

5
Telephone And Voice Mail Service

• Information needed by the IT Help Desk
• Contact name.
• Department.
• Building and room number.
• Phone number.
• Type of phone.
• A service ticket will be issued. Use the service
  ticket number when updating information or
  checking ticket status.

6
Usage Guidelines

• Telephone system usage
• College telephone and voice mail systems are for
  official College business use.
• Personal, non-emergency calls should be charged
  to a personal calling card or made from personal
  cell phones or public pay phones.
• Departments are charged for each call made,
  including directory assistance calls. Therefore,
  employees are expected to use discretion when
  making calls.
• NOTE  Telephone Usage Guidelines are available
  on the IT Website.

7
Usage Guidelines

• Recommended telephone answering etiquette
• Telephone calls should be answered using the
  format outlined below. Alternative formats may
  be provided by your department supervisor.
• Answer calls as quickly as possible, preferably
  no later than the second ring.
• Give greeting Good morning or afternoon.
• State the departments name.
• State your name.
• Ask, How may I help you?.

8
Telephone Operation Procedures

• Dialing procedures
• Dial 5 to call an off-campus number.
• Dial 51411 for local or long distance directory
  assistance.
• Dial 510102880 for an outside operator.
• Dial 911 for all emergency calls. DO NOT Call
  5911.

9
Telephone Operation Procedures

• Changing the ring pattern
• Press the Conf/Ring button.
• Continue to press the Conf/Ring button to hear
  all eight ring patterns.
• Stop pressing the Conf/Ring button when you hear
  the ring pattern that you want to use.  You will
  hear the ring pattern two more times followed by
  a confirmation tone.

10
Telephone Operation Procedures

• Incoming ring tones
• 1 ring Incoming call from an on-campus
  extension.
• 2 rings Incoming call from an outside number or
  Operator.
• 3 rings Priority call.
• Dial Tone Continuous tone signifying dialing
  can start.
• Busy Rapid, low-pitched tone (repeats 60 times
  per minute) indicating the number dialed is in
  use.

11
Telephone Operation Procedures

• Incoming ring tones, cont.
• Intercept/Time-out Tone Alternating high and
  low tone indicating a dialing error, denial of
  requested service, or failure to dial within a
  set time (usually 10 seconds) after lifting the
  handset or dialing the previous digit.
• Confirmation Tone 3 short bursts of tone
  indicating activation or cancellation of a
  feature has been accepted.
• Recall Dial Tone 3 short bursts of tone
  followed by constant dial tone indicating a
  request has been accepted and dialing can begin.
• Reorder Tone Fast busy tone (repeats 120 times
  per minute) indicating all trunks are busy.
• Ringback Tone Low-pitched tone (repeats 15
  times per minute) indicating the number dialed
  is ringing.

12
Telephone Operation Procedures

• Using the speakerphone
• To answer a call
• Press the Spkr button.
• To answer a call when on the phone
• Press the Spkr button.
• Put the handset in the cradle.
• To hang up
• Press the Spkr button.
• NOTE  You may hear the caller on the speaker on
  the 6402D model telephone but cannot conduct a
  two-way conversation.

13
Telephone Operation Procedures

• Adjusting the volume of the telephone
• Adjust the volume of the ring while the handset
  is on-hook and the volume of the conversation or
  speakerphone while the handset is off-hook.
• To increase the volume Press ( ) repeatedly to
  get a comfortable volume.
• To decrease the volume Press ( ) repeatedly to
  get a comfortable volume.

14
Telephone Operation Procedures

• Placing a call on hold
• Press the Hold button.
• Returning to the call on hold
• Press the Call Appearance button of the call on
  hold. The Call Appearance button will have a
  blinking green light next to it to indicate there
  is a call on hold on the line. The light will
  return to red when you take the call off hold.
• Returning to the call on hold (6402D models)
• Press and then release the Switchhook (the
  mechanism that answers and hangs up a call on a
  telephone).

15
Telephone Operation Procedures

• Hold and answer a second call
• If you are on the phone and a second call comes
  in, the phone will ring and the new call will
  appear on the next available Call Appearance
  button.
• To hold an existing call and answer a second
  call Press the Call Appearance button that
  indicates the second call. The first call is
  held automatically and you are connected to the
  second call.
• To toggle between the two calls Press
  alternating Call Appearance buttons to hold the
  active call automatically and connect you to the
  second call.
• To disconnect one call Press the Drop button.
• Press the Call Appearance button of the
  remaining call to retrieve it.
• Hold and answer a second call (for 6402D models)
• Press the Hold button. The first call is put on
  hold.
• To be connected to the incoming call, press and
  then release the Switchhook.

16
Telephone Operation Procedures

• Transferring a call
• While on the line, press the Trnsfr button to get
  a dial tone.
• Dial the extension where you want to transfer the
  call and follow the transfer etiquette guidelines
  listed below.
• Press the Trnsfr button again to complete the
  transfer.
• Transfer call etiquette
• When transferring a call, give the caller the
  department or employee name along with the number
  in case they are disconnected.
• Check to be sure that the person to whom you are
  sending the call is available.
• Verify that you have the right person before
  connecting the call.
• If the department or person they are trying to
  reach is unavailable, ask the caller if they
  would like to be transferred to voice mail.

17
Telephone Operation Procedures

• Using the redial button
• Press the Redial button.
• On-hook, the speakerphone will be automatically
  activated.
• Call pickup
• To use this feature you must be part of a
  call-pickup group. A pickup group is a set of
  extensions in which each member of the group can
  answer another member's calls. The extensions in
  the groups should be in an area where all members
  can hear each phone if it rings. If your office
  needs to establish a pick-up group, the groups
  Manager should contact the IT Help Desk. Once
  you are part of a call pick up group you can pick
  up any other ringing extension in your group by
  Pressing 7.

18
Telephone Operation Procedures

• Sending calls to a coverage path
• A coverage path can be created in the event you
  cannot answer your phone.  A coverage path allows
  you to reroute calls to other extensions.  You
  can choose the order in which alternate
  extensions answer an incoming call.  If there is
  no answer on the alternate extensions, calls can
  be routed to AUDIX.  Contact the IT Help Desk to
  set up a coverage path.
• To send calls to a coverage path
• Press the Send Calls button.  The Send Calls
  will have a green light next to it indicating the
  feature is active.
• NOTE  6402D models dial 3.
• To cancel send calls
• Press the Send Calls button.  The Send Calls
  light will go out.
• NOTE  6402D models dial 3.

19
Telephone Operation Procedures

• Forwarding calls to another extension
• Activating Call Forward
• Dial 2 with the handset off-hook.
• At the dial tone  Dial the campus extension
  where you want to forward your phone calls.  A
  confirmation tone will indicate the Call Forward
  has been activated.  
• NOTE  Some phones may have a Call Forward
  button.
• Removing Call Forward
• Dial 2 with the handset off-hook.  A
  confirmation tone will indicate that the Call
  Forward functions has been deactivated.

20
Telephone Operation Procedures

• Setting up a conference call
• A conference call can have up to six people,
  including yourself.
• Dial the extension of the first person in the
  conference call.
• Press the Conf/Ring button after the first person
  answers. The first person will be put on hold.
• Dial the extension of the second person in the
  conference call.
• Press the Conf/Ring button after the second
  person answers. You can now conduct a conference
  call with both.
• Repeat steps 2 through 4 for each additional
  person in the conference call.
• To drop the last person added to a conference
  call, press the Drop button.

21
Using AUDIX

• Avaya INTUITY AUDIX (Audio Information
  Exchange) is a call answering and voice mail
  system.  AUDIX answers incoming calls and allows
  callers to leave messages 24 hours a day.  The
  AUDIX system allows the creation and storage of
  personalized greetings that can be activated for
  different situations (i.e. vacation, holidays). 
• Accessing AUDIX on campus/local area
• Dial extension 1771 and wait for AUDIX to
  answer. If you are off campus, dial 526-1771.
• Enter your extension XXXX and press sign. If
  youre at your campus telephone, just press .
• Enter your password and press sign.
• To exit AUDIX, dial 9 or hang up.

22
Using AUDIX

• Accessing AUDIX toll free
• Dial [phone] within the state of Texas or
  [phone] out of state of Texas.
• When prompted for extension, dial 1771 and wait
  for AUDIX to answer.
• Enter your extension XXXX and press sign.
• Enter your password and press sign.
• To exit AUDIX, dial 9 or hang up.

23
Using AUDIX

• Recording your name
• To record your name in the system announcements
• Log into AUDIX, enter your extension, enter your
  password.
• Press 5 to listen to the selections.
• Press 5 again to record your name.
• Record your name when prompted.
• Press 1 to record again.
• Press to approve.

24
Using AUDIX

• Preferred voice mail greetings
• Individual Greeting - Sample AUDIX Greetings For
  Busy/No Answer Calls
• Hello, you have reached (NAME), (TITLE) at
  Central Texas College. I am currently on the
  line or away from my desk. Please leave a brief
  message including your name and telephone number,
  and I will return your call as soon as possible.
• Departmental Greeting - Sample AUDIX Greeting
  For Call Received During Out-of-Hours Calls
• Hello, you have reached the Department at
  Central Texas College. Our hours of operation
  are 730 a.m. to 530p.m. Monday thru Thursday
  and 730 a.m. to 1130 a.m. Friday. Please leave
  a brief message including your name and telephone
  number, and we will return your call as soon as
  possible.

25
Using AUDIX

• Recording a personal greeting
• AUDIX gives you the option of creating separate
  greetings for different call types.
• Log into AUDIX, enter your extension, enter your
  password.
• Press 3 to record a personal greeting.
• Press 0 to listen to greetings that have
  previously been recorded. Enter a greeting
  number (1-9).
• Press 1 to create, change, or delete a greeting.
• Enter greeting number (1-9). Up to 9 greetings
  can be recorded on AUDIX. If you are unsure
  which are being used, Press 2 to scan all
  greetings.

26
Using AUDIX

• Recording a personal greeting, cont.
• Record your greeting.
• Options
• Press 1 to stop or pause.
• Press 1 to continue.
• Press 2 3 to replay the recorded greeting.
• Press to approve or press D to record your
  greeting (repeat steps beginning at step 4).
• Press to approve.
• Press 1 to use this greeting for all calls.

27
Using AUDIX

• Activating personal greetings
• Press 1 to activate the greeting for all calls.
• Press 3 to activate an existing greeting
• Press 3 4 to administer call types.
• Options
• Press 1 to differentiate between internal calls
  and external calls.
• Press 2 to differentiate between busy calls and
  no answer calls.
• Press 3 to differentiate between prime-time calls
  and out-of-hours calls (prime-time is 730am
  530pm).
• Press 4 to remove the differentiation between
  work-time and out-of hour calls.
• Press 5 to use the same greeting for all calls.
• Press to return to the Activity Menu.

28
Using AUDIX

• Retrieving messages
• Log into AUDIX, enter your extension, enter your
  password.
• Press 2 to listen to the message header.
• Press 0 to listen to your messages.
• Options
• Press 2 3 to play back summary.
• Press D to delete messages.
• Press to skip to your next message.

29
Campus Phone Models
http//www.ctcd.edu/infotech/ctcitd/Education/Tech
20Tips/PDF20Documents/Avaya/6402d.pdf
30
Campus Phone Models
http//www.ctcd.edu/infotech/ctcitd/Education/Tech
20Tips/PDF20Documents/Avaya/6408d.pdf
31
Campus Phone Models
http//www.ctcd.edu/infotech/ctcitd/Education/Tech
20Tips/PDF20Documents/Avaya/6416d.pdf
32
Campus Phone Models
http//www.ctcd.edu/infotech/ctcitd/Education/Tech
20Tips/PDF20Documents/Avaya/6424d.pdf
33
QA?

• Educational Requests
• Contact Angela Mars
• angela.mars_at_ctcd.edu
• 254-501-3103
• Technical Questions
• Contact the IT Help Desk
• help.desk_at_ctcd.edu
• 254-501-3103