Desktop VoIP Phone/CallManager Training

1
Desktop VoIP Phone/CallManager Training
National Aeronautics and Space Administration

• http//voip.hq.nasa.gov

www.nasa.gov
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Welcome to Voice Over IP (VoIP)Training

• This guide is designed to take you through the
  basic features of your CISCO 7970 Series VoIP
  Phone.
• It provides an overview of key features of your
  phone.
• It provides instructions on setting up and
  accessing your voice mail.
• It provides information on how to receive
  additional training and support.

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Topics to be Covered

• What is VoIP?
• Buttons Overview
• Using Voice Mail
• Setup
• Passwords
• Accessing In/Outside HQ
• Setting up Greetings
• Standard
• Alternate
• Busy
• Answering/Dialing Calls
• Line Appearances
• Transferring Calls
• Call Forwarding

• Conference Calls
• Parking Calls
• Call Back Feature
• VoIP Phone Customization Web Site
• Speed/Abbreviated Dialing
• Message Monitor
• Phone View
• Dropped Call Recovery
• Busy Lamp Field
• Language Locale
• Extension Mobility Option
• VoIP Training
• Getting HELP

4
What is VoIP?

• VoIP Voice over Internet Protocol
• Calls are transmitted as data, rather than
  analog.
• VoIP Phones are another type of network device,
  similar to a computer or a printer.
• VoIP phones have their own IP addresses, like
  your computer or printer.
• VoIP phones can be customized via a Web site, for
  ease of use.
• Go to http//voip.hq.nasa.gov and click the
  Cisco CallManager User Options button.

5
VoIP Phone - Buttons
Programmable buttons Foot stand adjuster
Display button Message button
Directories button Help button Settings
button Services button Volume button
Keypad Softkey buttons Handset
light strip Touchscreen
Speaker button Mute button Headset
button Navigation button
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Messages Button
4

• The Messages button provides one touch access to
  the VoIP voice mail system while at NASA HQ.
• To access the system
• Press the envelope icon
• Enter your password
• Follow the system prompts to listen to messages
  or proceed to other voice mail options
• Additional methods for accessing the voice mail
  system while away from NASA HQ will be reviewed
  later in the presentation.

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Directories Button
5

• The Directories Button provides access to
• Missed Calls Stores the last 100 calls that you
  did not answer.
• Received Calls Stores the last 100 calls that
  you did answer.
• Placed Calls Stores the last 100 calls that you
  dialed.
• Calls can be accessed by pressing (1) for missed
  calls (2) for received calls and (3) for placed
  calls after entering the Directories option
  screen.
• Using the arrow keys, highlight the number you
  want to call and press the dial button.
• HQ VoIP Directory
• The HQ VoIP Directory can be accessed by pressing
  (4) after entering the Directories menu.
• Use the keypad to enter the partial first and/or
  last name of the person you want to call.
• Press Search softkey, and then use the arrow keys
  to scroll up and down the list if more than one
  name is shown.
• Press Dial to call the selected name.

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Services Button
7

• The Services button provides access to your
  personal address book and personal fast dials.
• Log in to the address book and personal fast
  dials with your username and PIN number.
• The default PIN number is 411. Users can change
  this PIN number on the CallManager Customization
  Web site.

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Personal Address Book

• To access your Personal Address Book from the
  desktop VoIP phone, press the Services button.
  Select Option 1 for Personal Address Book. Select
  Option 1 for Personal Address Book.
• Select Submit to list all entries OR enter search
  criteria and select Submit
• List of entries will populate
• You can now select an entry, go to the previous
  or next entry, create a new entry, or exit
• To select an entry, use arrow button to navigate
  to entry and click submit or select number on
  phone key pad
• When entry has been selected, you can now dial,
  fast dial, cancel, edit entry, or delete entry
• Edit Entry will display name fields and Email
  field
• Use ltlt button to delete information
• Select Phones button to edit or add phone numbers
• Select Update to update the selected entry

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Personal Fast Dials

• To access your Personal Address Book from the
  desktop VoIP phone, press the Services button.
  Select Option 1 for Personal Address Book. Select
  Option 1 for Personal Address Book.
• Select option 2 for Personal Fast Dials
• List of fast dials will display
• User can select an entry, exit, or go to the
  previous or next entry
• To select an entry, use arrow button to navigate
  to entry and click submit or select number on
  phone key pad
• H Home, M Mobile, W Work
• Select name and chose to dial, remove entry, or
  exit by using arrow button or number on phone key
  pad

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Settings Button
8

• The Settings button provides access to additional
  user preferences which will allow you to
  customize your phone.
• These preferences include
• Background Images (Only those images shown are
  available)
• Ring Tones (Only those ring tones listed are
  available)
• Audio Preference (Accessibility Feature used for
  adding microphones/speakers)
• View Angle (Corrects the touchscreen viewing to
  complement the angle at which the phone is
  sitting)
• Be sure to press the SAVE soft key after entering
  any preference changes or your changes will be
  lost.

12
Volume Button

• Pushing the Volume button while the handset is in
  its cradle adjusts the volume for the phones
  ring tone.
• Press the up and down arrows to adjust volume.
• The new volume selection is automatically saved.
• When using the handset outside the cradle or
  while using the speaker button, push the volume
  button to adjust the listening volume.
• Press the up and down arrows to adjust the
  volume.
• Press the Save softkey when you select the
  appropriate volume.
• If you do not press Save, the phone will revert
  to the previous volume setting after the call
  ends.

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Additional Buttons

• Foot stand adjuster
• Raises and lowers the angle at which the
  phone sits.
• This may be useful for eliminating glare on
  the screen caused by overhead lights.
• Speaker button
• Can be used to get a dial tone to place a
  call or can be used to answer an incoming call.
• Mute button
• Headset button
• Should only be used if you have a headset
  connected to the VoIP phone.
• Navigation button
• Used to scroll through menus on the VoIP
  phone.
• Touch screen
• Is active and can be used to select features
  on the screen.

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Emergency Call Button

• The eighth button of the programmable buttons
  calls HQ Security (202-358-1616) when pressed.
• This button does NOT call 911.
• If you call 911, you should also call HQ Security
  using the Emergency Call button to report the
  emergency.

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Setting Up Your VoIP Voice Mail

• From your HQ VoIP Phone
• Press the Messages (envelope icon) button.
• You will be prompted to enter a password, enter
  the initial password 197321.
• Follow the instructions for recording your name,
  recording your greeting, setting up your new
  voice mail password (8 digits), and other
  settings.
• Do not exit the setup until the voice mail system
  says, You have finished enrollment.

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Tips When Setting up Your VoIP Voice Mailbox

• Press 0 for help at any time within the voice
  mail system.
• You can always just hang up before hearing You
  have finished enrollment and start over.
• Any changes you have made will not be saved.
• All settings can be changed at any time after you
  have completed the initial setup.

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Voice Mail Passwords

• Must be a minimum of 8 digits.
• Cannot use a series of consecutive (eg 123456)
  digits.
• Password is valid for 180 days.
• The system will prompt you to change your
  password when it expires.
• You may not use the same password twice in a row.
• If you mistype your password 5 times when
  attempting to access the voice mail, you will be
  locked out.
• You can call 358-HELP to request that your VoIP
  voice mail password be unlocked,
• OR
• Your voice mail will auto-release after one hour.

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Saving Voice Mail Messages/Records Retention

• A user may choose to retain personal messages by
  saving them as long as necessary.
• If a message is of important, it is recommended
  that you write down the content of the message
  callers name, date, time, and a synopsis.
• If a message may be of future legal importance,
  the recipient should transcribe the message word
  for word, along with data about the caller and
  when (date and time), the message was left.

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Backup of Saved VM Messages

• When a message is saved, and then deleted at a
  later date, it is retrievable.
• Once a message is deleted, it will be backed up
  for a maximum of 180 days and will be retrievable
  by calling or e-mailing the Help Desk.
• If a message is immediately deleted after you
  first listen to it, you may retrieve it by
  following the steps on the next slide.

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Deleted Message Recovery

• You can restore voice mail messages previously
  deleted with the Restore Deleted Messages option.
• After accessing your voice mailbox, you will
  hear an option for Review Old Messages.
• For Deleted Messages, press 2.
• Option 1 Review your deleted messages. After
  listening to the message, you can
• Option 1 Skip back in the message
• Option 4 Repeat the message
• Option 5 Listen to Message Properties
• Option 6 Forward
• Option 7 Erase
• Option 8 Reply
• Option 9 Restore as saved
• Option Next
• Option Canceled
• Option 2 Erase the message
• IMPORTANT If you do not clear your deleted
  messages in 4 days, they will be automatically
  cleared. They cannot be retrieved after being
  cleared from Deleted Messages.

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Accessing Your VoIP Voice Mail

• You can access your voice mail from any phone
  anywhere.
• Accessing the system from inside HQ
• From your HQ VoIP phone
• Press the Messages (envelope icon) button.
• You will then be prompted to enter your password.
• From another HQ VoIP phone
• Press the Messages (envelope icon) button.
• Press the key.
• You will be prompted to enter your ID (the last 4
  digits of your HQ Phone number).
• Press the pound () key.
• You will then be prompted to enter your password.
• Accessing the system from outside HQ
• Dial 202-358-HQVM (4786) or toll-free
  1-866-358-HQVM (4786), and follow the
  instructions below. OR
• Call your phone number and press the key
  after voice mail picks up and follow instructions
  below.
• You will be prompted to enter your ID (the last 4
  digits of your HQ Phone number).
• Press the pound () key.
• You will then be prompted to enter your password.

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VoIP Voice Mail Greeting Types

• Standard Greeting is used as your primary
  greeting and is set up as part of the initial
  voice mail setup process.
• Alternate Greeting can be set for when you are
  away from the office (e.g. AWS, vacation).
• Busy Greeting is an additional greeting that can
  be set up for times when you are on the phone.

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Creating Your Standard Greeting

• Your standard greeting will be created as part of
  the initial voice mail setup process.
• To change your standard greeting
• First, access the VoIP voice mail system.
• Press 4 - Change setup options
• Press 1 - Change greeting
• Press 1 - Re-record standard greeting then press
  ()

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Setting Up an Alternate Greeting

• First, access the VoIP voice mail system.
• To setup an alternate greeting
• Press 4 - Change setup options
• Press 1 - Change greetings
• Press 3 - Edit other greetings
• Press 3 - Alternate greeting
• Press 1 - Record greeting Follow the
  instructions for recording an alternate greeting
  press ()
• Press 3 - Turn on alternate greeting

• To turn on your alternate greeting
• Press 4 - Change setup options
• Press 1 - Change greeting
• Press 2 - Turn on alternate greeting
• To return to your standard greeting
• Press 4 - Change setup options
• Press 1 - Change greeting
• Press 2 - Turn off alternate greeting

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Setting Up Your Busy Greeting

• First, access the VoIP voice mail system.
• To setup an busy greeting
• Press 4 - Change setup options
• Press 1 - Change greetings
• Press 3 - Edit other greetings
• Press 4 - Busy greeting
• Press 1 - Record greeting Follow the
  instructions for recording a busy greeting press
  ()
• Press 3 - Turn on busy greeting
• To turn off the busy greeting
• Press 4 - Change setup options
• Press 1 - Change greetings
• Press 3 - Edit other greetings
• Press 4 - Busy greeting
• Press 3 - Turn off busy greeting

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Answering/Dialing Calls

• Calls can be answered/dialed using the handset or
  hands free by using the Speaker button.
• To Answer Calls
• Pick up the handset or,
• Push the Speaker button.
• To Dial Calls
• Dial the number and then pick up the handset. OR
• Dial the number and then push the speaker button.
  OR
• Pick up the handset and dial. OR
• Push the Speaker button and dial the number.
• Dialing Instructions
• You must dial 9 and then the phone number for
  calls outside of HQ.
• From a HQ VoIP phone, you can use 4-digit dialing
  (e.g. 0000) or 7 digit (e.g. 358-0000), to call
  people at HQ.
• Non-VoIP phones still must use 7-digit dialing
  (e.g. For conference room phones, use 358-0000.)

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Line Appearances

• Line Appearances display on the right hand side
  of the screen below your phone number  They are
  phone numbers other than the personal line that
  you have access to  This feature allows you to
  manage incoming calls, see when a line is in use,
  and see when that line has voice mail.
• The top two programmable buttons on the VoIP
  phone are reserved for line appearances.
• The remaining programmable buttons can be line
  appearances or speed dials you create.
• Incoming calls for line appearances will either
  ring or flash, depending on how you have set them
  up on the VoIP Phone Customization Web site. To
  answer, touch the screen or the programmable
  button for the line with the incoming call.
• To dial from a line appearance, touch the screen
  or programmable button for the line appearance
  you want to use, and then pick up the handset.
• When a line appearance is in use, the in use icon
  will appear next to that number.
• When a line appearance has voice mail, the
  message icon will appear next to that number.

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Transferring Calls

• Transfer redirects a connected call.
• Transferring a call without talking to the
  intended recipient
• During the connected call press Transfer.
• Enter the number you would like to transfer to.
• When you hear the call ringing, press Transfer
  again.
• Talking to the recipient before transferring the
  call
• During the connected call press Transfer.
• Enter the number you would like to transfer to.
• Wait for the recipient to answer.
• After the recipient accepts the call, press
  Transfer.
• If the recipient declines the call, press Resume
  to return to the original call.
• Note If a caller is on hold, you must take them
  off hold before transferring them.

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Call Forwarding

• Calls can be forwarded to any number your
  telephone calling area allows or to voice mail.
• When call forwarding is activated, the forwarding
  number (or voice mail) appears near the bottom of
  the touch screen.
• You can still place outgoing calls from your VoIP
  phone after the feature has been activated.
• To Activate Call Forwarding
• Press CFwdAll located on the soft keys, you will
  hear a special dial tone.
• Enter the number to which you would like to
  forward your call, (for an outside number, you
  must enter 9, then the number).
• Or, to forward to voice mail dial 4786 or press
  the message button.
• When complete your phone will show the number to
  which you forwarded your calls at the bottom of
  your screen.
• To Deactivate Call Forwarding
• Press CFwdAll located on the soft keys, you will
  hear a beep.

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Conference Calls

• A standard conference call allows 6 people (You
  5 Participants) to conference.
• To initiate a conference call
• Call the first party from your VoIP phone When
  they answer, press more located on the softkeys
  and then press Confrn located on the softkeys.
• This will bring up a dial tone for another line,
  dial the number for the second party.
• When the second party answers, press the Confrn
  softkey. This will join all parties for the
  conference call.
• If you already have two parties on the phone and
  want to join them into a conference
• Place each party on hold.
• For each party on hold, touch the screen showing
  the party's line to highlight the party and then
  press the Select softkey.
• A check mark will appear next to the name.
• Once all the parties are selected, press the Join
  softkey .

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Park A Call and Retrieve A Parked Call

• Parking a call is used when you want to store the
  call so that you or someone else can retrieve it
  from another HQ VoIP phone.
• Parking a call, unlike transferring calls, will
  not direct the call to the voice mail box of that
  phone.
• If the call is not retrieved it will revert to
  ringing at its original destination.
• Park an active call
• During a call, press the Park softkey (You may
  need to press the More softkey to see Park).
• This prompts your phone to store the call.
• Make sure to make note of the 4 digit call park
  number displayed on the bottom of the touch
  screen.
• Retrieve a parked call
• From any HQ VoIP Phone dial the four digit call
  park number.
• You have a limited amount of time (100 seconds)
  to retrieve the parked call before it reverts to
  ringing at its original destination.

32
Call Back Feature

• The Call Back feature allows you to receive call
  back notification on your VoIP Phone when a
  persons line becomes available.
• To receive call back notification
• You will press the CallBack softkey while
  receiving a busy or ringback tone.
• When the person you were calling becomes
  available the system will provide an audio alert
  and a message will be displayed letting you know
  the person is now available.
• Press Dial to call the person. OR
• Press Cancel to cancel the CallBack.

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VoIP Phone Customization Web site

• The VoIP Phone Customization web site allows you
  to manage your personal address book and fast
  dials, speed dials, configure call forwarding,
  change ring settings for your line or line
  appearances, and other features.
• The web site can only be accessed from
  workstations connected to the HQ Intranet, the
  VPN service, dial-up, or SNA.
• To access the web site
• Go to http//voip.hq.nasa.gov and select the
  Cisco CallManager User Options button.
• Your User ID and an initial password are provided
  on a brochure leave behind titled NASA HQ VoIP
  Telephone Quick Reference Guide.
• Please change the initial password after your
  first login.
• You cannot import address books or speed dials
  from the non-VoIP system.

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Change Password or Pin

• To change your browser password and/or phone
  pin, select
• User Settings from the User Options drop down
  list and then
• Enter the current password or pin.
• Enter the new password or pin.
• Confirm new password or pin.
• Click the Save button.
• You will see an Update Successful notification.

35
Personal Address Book(CallManager Web site)

• To add or delete Personal Address book entries,
  select Personal Address Book from the User
  Options drop down menu.
• You can choose to delete the current entry or add
  a new entry using the buttons at the bottom of
  the screen or the X or buttons at the top of
  the screen.
• To add a new entry, complete fields and click the
  Save button.
• NOTE! Numbers outside of NASA must include a 9
  and long distance numbers must include a 1.
  PREVIOUSLY SAVED ENTRIES MUST HAVE THE 9 ADDED IN
  ORDER TO WORK PROPERLY.
• You will receive an Add Successful notification.
• Personal Address book entries can be linked to
  your Fast Dial Entries.

36
Personal Fast Dials(CallManager Web site)

• To add, delete, or search Fast Dials, select Fast
  Dials from the User Options drop down box.
• Search existing Fast Dials by selecting options
  from drop down boxes. Click the Find button.
• To add a new Fast Dial Entry, enter the phone
  number to be associated with the Fast Dial
  selection. Click the Save button.
• User will see an Add Successful notification when
  Fast Dial Entry has been added.
• Personal Address Book entries that are also added
  as Fast Dials will display with Phone Type, Nick
  Name, First Name, and/or Last Name pre-filled
  (depending upon what information you included in
  Personal Address Book entry)
• Fast Dial Entries that have no matching Personal
  Address Book entry will display as Phone Type
  Raw.

37
Speed Dial Setup and Abbreviated Dialing

• Speed dials can be setup using the CallManager
  web site.
• Speed dials can be setup in two ways
• You can assign a speed dial number and label to
  your available programmable buttons.
• You can assign a speed dial number and label to
  an index number, which can be any number from
  1-99 (on the keypad) for use with the abbreviated
  dialing feature.
• Speed dials are available for you to view/modify
  through the Web site.
• To use Abbreviated Dialing
• While the phone is on the hook, enter the speed
  dial index number For example, if the speed dial
  you want to dial is assigned to 55 on the keypad,
  dial 55.
• Press AbbrDial located on the soft keys.
• Note If you activate Extension Mobility feature
  you will need to logoff and log back in to access
  speed dials once you have setup them up on the
  website.

38
Setting Up Speed Dial Features

• Speed dial features allow you to press a button
  or enter an index code to place a call.
• You can set up speed dialing for your phone in
  two ways
• Speed dialing with a button - You can assign a
  speed dial number to any available programmable
  button on your phone that has not already been
  configured as a line, feature, or service button.
• Speed dialing with an index code - Using the
  Abbreviated Dialing feature, you can enter an
  assigned index number (1 to 99) instead of
  dialing the entire phone number.
• Set up both types of speed dialing features from
  your User Options web pages, the URL to login is
  http//voip.hq.nasa.gov.

39
If You Want ToThen

• Add speed dial numbers to phone buttons

• Log in to your VoIP Phone Customization Web site,
  mouse over User Options and select Device. Click
  the Speed Dials button.
• In the Speed Dial Settings on Phone section,
  enter a phone number and label for each available
  speed dial button. Enter the number exactly as
  you would dial it from your desk. For example,
  enter an access code such as 9 or the area code,
  if necessary.

40
If You Want To..Then

• Add speed dial number to use with Abbreviated
  Dialing

• Log in to your VoIP Phone Customization Web site,
  mouse over User Options and select Device. Click
  the Speed Dials button.
• In the Speed Dial Settings not associated with a
  phone button section, enter a phone number and
  label for each available speed dial button. Enter
  the number exactly as your would dial it from
  your desk phone. For example, enter a access code
  such as 9 or the area code, if necessary.

41
Placing a CallIf You Want ToThen

• Speed dial a number

• Do one of the following
• Press (a speed dial button) before or after going
  off- hook. OR
• Enter a speed dial index number (1-99 on the
  keypad) while on-hook and press AbbrDial
  softkey.

42
Message Monitor

• Set up Message Monitor for your voicemail box
• Access voicemail and enter password
• Select Option 4 - Set up Options
• Select Option 3 - Personal Settings
• Select Option 6 - Message Monitoring
• Select Option 1 to turn on Message Monitoring or
  Option 2 to turn off Message Monitoring.

43
Message Monitor Options

• Screen pop-ups will appear when callers leave a
  voice message
• Monitor You can listen while the message is
  being left
• Take The user your name is available and
  would like to take your call
• Ask The user your name is available and would
  like to take your call
• Caller can then choose to talk to you or continue
  to leave a message

44
Phone View (Visual Message Locator)

• Access your voicemail box as usual
• Choose Option 5 - Find Message
• Choose additional options to narrow your search
• 1 Display messages from another subscriber
• 2 Display messages from all outside callers
• 3 Display messages from a specific outside
  caller
• 4 Display all new messages
• 5 Display all messages
• Touch message on screen to highlight or navigate
  using arrows.
• Press Select soft key.
• Once you have selected the message you want to
  hear, follow the usual steps to listen to and
  disposition the message

45
Dropped Call Recovery

• If you are disconnected from the voicemail system
  in the midst of retrieving a message, you can log
  back in and
• Continue playing the interrupted message at the
  point when the call was dropped
• OR
• Start over from the beginning of the message
• This is available whether you intentionally hang
  up without listening to the entire message or if
  your call was accidentally dropped

46
Busy Lamp Field

• Allows you to monitor the busy/idle status of
  designated phone extensions
• When the extension becomes available, you can
  dial the extension with a single button
• Also allows single-button blind or supervised
  transfers to that extension
• Blind transfers allow you to transfer without an
  announcement
• Supervised transfers allow you to announce the
  caller
• Please call the Help Desk (x4357) to request the
  Busy Lamp Field feature.

47
Language Locale

• Allows your phone to display in a different
  language
• 48 different languages available
• Please call the Help Desk (x4357) to request the
  Language Locale feature

48
Extension Mobility

• Press the Services button.
• Enter your UserID (which is your HQ Network User
  ID e.g., jdoe).
• Enter your PIN (which you can request by entering
  a Help Desk ticket).
• Press the Login softkey.
• Note When you return to your desk and log back
  into your own phone, you will be automatically
  logged out of the other phone.
• If you forget to logout of the other phone, you
  will be automatically logged out after 10 hours
• When the phone is locked, other users can only
  use the locked VoIP phone to
• Make calls to HQ\NASA users only.
• Dial 911 (be sure to always dial 9, then 911 for
  emergency service.

49
Extension Mobility also allows you to log onto
another HQ VoIP phone

• Press the Services button.
• Enter your UserID (which is your HQ Network User
  ID e.g., jdoe).
• Enter your PIN (which you can request by entering
  a Help Desk ticket).
• Press the Login soft key.
• Note When you return to your desk and log back
  into your own phone, you will be automatically
  logged out of the other phone.
• If you forget to logout of the other phone, you
  will be automatically logged out after 10 hours
• When the phone is locked, other users can only
  use the locked VoIP phone to
• Make calls to HQ\NASA users only.
• Dial 911 (be sure to always dial 9, then 911 for
  emergency service.

50
Adding the Extension Mobility Service

• The Extension Mobility feature allows you to
  temporarily access your Cisco IP Phone
  configuration such as line appearances, services,
  and speed dials from other Cisco IP Phones.
• It does not allow you to maintain ring type,
  contrast settings, and volume settings.
• Please call the Help Desk (x4357) to request the
  Extension Mobility Service

51
VoIP Training or Help

• Need Training Assistance?
• Call the CTC _at_ 358-1111
• E-Mail ctc_at_hq.nasa.gov
• Need Technical Assistance?
• Call 358-HELP
• Email service_at_hq.nasa.gov

52
QA
53
National Aeronautics and Space Administration
www.nasa.gov