Voice-over-IP (VoIP) Available Features

Attendant Console

The Cisco Call Manager Attendant Console allows the attendant to quickly accept and dispatch calls to users. An integrated directory service provides traditional busy lamp field and direct station select functions for any line in the system. One of the benefits of the Attendant Console is its ability to monitor the state of every line in the system and to efficiently dispatch calls.

Call Forward All

Allows you to forward all incoming calls to another phone (IP or non-IP). This feature can be enabled directly on your IP phone or remotely through the web.

To enable the feature from your IP phone, press the CFwdALL soft key, enter the number you would like to forward your calls to (either voice mail number or another number). Enter the number as if you are dialing it (i.e., 65000, 915175551212, etc.) Your phone display will show a flashing icon and the number you entered. To cancel the forwarding of all calls, press CFwdALL. The number will no longer be displayed.

Using a web browser, log in to the User Options Web Page. Indicate your device (for example, 7961). Choose Forward all calls... from the menu. Enter your target phone number and click Save. When you are finished, log out or select another option. To cancel Call Forward All, follow the same process to log in to the User Options Web Page. Remove the checkmark in the box, click Save, and log out.

Call PickUp

Allows you to pick up incoming calls within your own group. A "group" might contain co-workers in neighboring offices or cubes. To activate Call PickUp, press any available line button on your phone. Press the PickUp soft key. The call now rings on your phone. Press the Answer soft key to answer the call. If there is more than one incoming call involved when you activate Call PickUp, the first unanswered call will ring at your phone.

Call Waiting

Allows a single line phone to receive more than one call at a time. While on the phone, you'll be alerted by a single ring tone that you have another incoming call. The display will indicate the Caller ID. Once you answer the new call, the first call is automatically placed on hold. When your call is completed, you can go back to the original caller.

Conference

Allows you to connect with up to eight parties on a call (yourself and seven others). During a call, press Confrn soft key. Doing so will automatically activate a new line and puts the first party on hold. Place a call to another number. When the call connects, press Confrn again to add the new party to the conference call.

Conference Call Tips:

• Once the conference call initiator disconnects, no additional parties can be added.
• To place a conference call on hold, press the Hold soft key. The other parties can talk among themselves but they cannot hear you. Keep in mind when you put a call on hold, a beeping tone automatically generates every few seconds. To avoid disrupting the other callers, consider muting the call instead. To mute the call, press the MUTE button.
• To place a conference call on speakerphone, press SPEAKER. Press MUTE to mute the speakerphone. The conference parties cannot hear you but you can hear them.

Fast Dials

Through the User Options Web Page, allows you to assign index numbers (1-99) to phone numbers for quick dialing from your phone. To use Personal Fast Dials, you must subscribe to the Fast Dials service before using it.

Group Call Pickup

Allows you to pick up incoming calls within your own group or in other groups. You must dial the appropriate Call PickUp group number when using this feature. To retrieve an incoming call within your group, press a line; press the GPickUp soft key. Dial the 4-digit "group number," press the Answer soft key and you'll be able to pick up the call. To dial a different Call PickUp group number, hang up and begin again.

Immediate Divert (iDivert)

Allows you to divert a call to your voice mail using the iDivert softkey. The call that is being diverted can be in the call offering, call on hold, or call active state. The call can be incoming or outgoing. The person on the call that is being diverted will receive the greeting of the voice-messaging system of the person who diverted the call. For specific instructions see Using Immediate Divert.

Integrated Contact Distribution (ICD)

Allows a large number of incoming calls to be answered by a group of individuals who serve as the ICD Agents. Calls are automatically distributed to the member agents on a most idle basis. Only basic ICD Agent is offered at this time.

For ICD supervisors: historical and real time statistics are in pilot and available to authorized users.

Meet-Me Conference

Allows callers to dial into a conference call. A Meet-Me conference requires a special conference number that is pre-configured by your system administrator. To set up the meet-me conference:

• Press the Meet-Me soft key
• Dial the Meet-Me conference number
• Follow the voice instructions to establish the Meet-Me conference

To Join a Meet-Me conference, simply dial the Meet-Me conference number provided by the Meet-Me conference initiator. You are connected to the conference once the conference initiator has dialed in and established the conference. You do not need to press the Meet-Me soft key on your phone.

Park

Allows you to store or "park" a call at a specified number and then use any other IP phone to retrieve the call. During an active call, press the Park soft key. The display shows the number to which the call is parked. Make a note of the Call Park number and then hang up. The call is now parked at that number, allowing you to retrieve it from another phone. To retrieve the parked call from any IP phone, dial the Call Park number at which the call was parked. You have a limited amount of time to retrieve the parked call before it disconnects.

Personal Address Book

Allows you to set up and maintain a personal address book that contains listings for people internal and external to your company. You can also assign Fast Dial codes to personal address book entries and dial those codes in place of phone numbers. You must subscribe to this service before using it.

Placing a Call on Hold

While on a call, you can place the call on hold, so that the caller cannot hear you and you cannot hear the caller. You can answer other calls while a call is on hold. To place a call on hold, press the Hold soft key. To return to the call, press the Resume soft key. If multiple calls are on hold, use the scroll key to select the desired call before you press Resume.

Quality Reporting Tool (QRT)

Allows you to troubleshoot performance problems by reporting them directly. While on a call, press the QRT soft key and select a general problem from a list of problem categories and reason codes. The problem information is immediately submitted to the system administrator. (Note: a follow-up call to ITCom Repair Services [647-8888] to provide problem details will expedite the repair process.)

Redial

Allows you to dial the most recently dialed number. Lift the handset and press the Redial soft key. To redial the most recently dialed number from a line other than your primary line, select the desired line button and then press Redial.

Shared Line (Enhanced)

This feature can be assigned by an administrator when multiple people need to share a line or if one person uses multiple phones. If you have a shared line, a remote-in-use icon on your phone screen indicates that a co-worker is currently using the shared line. You can place and receive calls as usual on a shared line, even when the remote-in-use icon appears. You can add yourself to a shared line call by using the Barge feature (if the Privacy feature is not enabled). The Privacy feature prevents others from viewing call information or barging calls on a shared line.

Speed Dial

Through the User Options Web Page, allows you to program a few phone numbers to an available soft key button on your phone.

• Indicate your device (for example, 7961).
• Choose Speed Dial.
• In an available Speed Dial box, enter a phone number or extension that you want to associate with one of your speed dial buttons. Enter the number as if you are dialing it (i.e., 65000, 915175551212, etc.)
• In each corresponding Display Text box, enter a text label that you want to show on your phone's LCD display. You can enter a maximum of 30 characters for phone base text and 14 characters for Expansion Module text.
• Click Save to activate new speed dial button and to show the corresponding text on your phone's display. Your LCD screen and lighted buttons will automatically reset.
• When you are finished, log out or select another option.

Transfer

Allows you to transfer a call to another phone (IP or non-IP). To transfer a call, press the Trnsfer soft key. This places the call on hold. Dial the number to which you want to transfer the call. When it rings on the other end, press Trnsfer again, or when the party answers, announce the call and press Trnsfer. Hang up if the party accepts the call. If the party refuses the call, press the Resume soft key to return to the original call.

User Options Web Page

This Cisco feature allows you to perform several functions via the web on any networked computer, including:

• Forward all calls to a different number or to voice mail
• Add or update your Speed Dials
• Configure your Cisco Personal Address Book and Fast Dials
• Change your Password

Other options are listed, but they are not available to users at this time.

Log in to Unified CallManager User Options with your User ID (your 5-digit phone number) and your Password, then follow the screen prompts.

A new initial password is required for logging in to the User Options Web Page with the CallManager 6.1 upgrade. Call ITCom Customer Service at (734) 763-2000 Option 4 to obtain your new initial password.

Be sure to change your Password (and remember your new one) when you first use the new Unified CallManager User Options Web Page.