Converged Communications and the Cisco VoIP phone

1. Converged Communicationsand the Cisco VoIP phone Tech Briefing July 30, 2010

2. Agenda • What is Converged Communications? • Features of the Cisco VoIP desk phone • Conference calls for no additional fee • Custom Address Book and access to StanfordWho • Mobile Connect to ring a cell phone when your desk phone rings • Mobility to transfer calls to your cell phone mid-conversation • Features of the Cisco VoIP soft phone • Make calls from your computer using your Stanford phone number • Using Merge call for conference calls and transfers • Using video conference • Roadmap to the Future Converged Communications Services

3. What is Converged Communication? • Bundled voice and data services with a streamlined, consolidated billing model • Available for Schools and Administrative Units • Service costs are set annually and billed monthly • All changes plus/minus five percent a year (except adding a new switch) are included at no additional charge • Service includes: • Phone number • Local and domestic long distance calling • Voice messaging • SoftPhone • Network port for voice and data services • 24x7 network and phone support • Installation and routine maintenance • Additional analog phone lines for fax machines and emergency phones Converged Communications Services

4. Getting to Know the Cisco VoIP Phone Converged Communications Services

5. Dialing the Number • Inside Calls: Dial the 5 digit extension • Outside Calls: Dial “9” + the number • Bonus: Up to three calls at once on a single line! Converged Communications Services

6. Managing Incoming Calls Divert a call to voicemail (iDivert) • When your phone rings, two contextual Softkeys appear: Answer or iDivert. Press iDivert to send the call to voicemail. Using Do not Disturb (DND) • To toggle audible ringing on incoming calls on and off, press the DND Softkey. The line button flashes and a single beep sounds. Forward all calls (CFwdALL) • Press CFwdAll to transfer calls to voicemail or to an extension. • Enter the telephone number to which you want to forward all your incoming calls. A flashing arrow appears next to your telephone number on the LCD to indicate that all incoming calls are being forwarded. The number calls are forwarded to appears above the softkeys. • To Cancel, press the CFwdAll softkey. Converged Communications Services

7. Transferring an Incoming Call • Answer the call. • Press Transfer Softkey. This places the call on hold. • Dial the number that the call will be transferred to. • When the dialed number rings, either: • Press the Transfer Softkey again, or • Wait for the party to answer so you can announce the call, and then press the Transfer Softkey. 5. If the party refuses the call, or the call does not complete successfully, press the End Call Softkey to cancel, then the Resume Softkey to re-join the original call. NOTE: When transferring to voicemail, dial 5-0000, then dial ** , then dial the 10-digit mailbox number. Transfer Softkey Converged Communications Services

8. Making Conference Calls • Place the first call and wait for it to be answered. • Press the more Softkey, then, press the Confrn Softkey. This selects a new line and places the first call on hold. 3. Dial another telephone number. • When the next call is answered, press the Confrn Softkey to add this person to the conference call. You should now be able to speak to both called parties. 5. If you wish, you can add up to 3 more calls; for each, press Confrn, dial the next number, then press Confrn. • Maximum participants is 6 (5 other lines and yourself). • To manage the participants, press the ConfList Softkey. Confrn Softkey Converged Communications Services

9. Conference Call Tips • The conference call ends when only two parties remain on the line. • If the initiator of the conference call hangs up, the other parties can continue the call as long as the call continues on at least one Cisco VoIP. • Press the Hold softkey to place a conference call on hold. Answering a second call will temporarily remove you from the conference. Press the Resume soft key to return to the conference call. • Press the Speaker button to place a call on speakerphone. • Press the Mute button to continue listening while preventing others on the call from hearing sound from your phone. Press Mute again to restore sound from your phone. Converged Communications Services

10. Changing the Ring Type 1.Press the Settings button, then press the Scroll key to highlight Rings;press the Select Softkey • Press the Scroll key to highlight either a line or the default ring setting (these work the same), the press the Select Softkey. 3. Use the Scroll key to highlight a ring type. • Press the Play Softkey to hear the highlighted ring type. 5. To select a ring type, press the Select Softkey and then press the Save Softkey. • Press the Exit Softkey until you return to the main screen. Softkey Scroll Settings Converged Communications Services

11. Call Logs and Directories Use Directories to access a log of Missed, Received, and Placed Calls. • Each log can hold up to 100 entries You can also access your Personalor Corporate Directory. Use the Select Softkey when choosing your Directory option • Missed Calls (use EditDial toadd 9+1 for outside lines) • Received Calls (use EditDial toadd 9+1 for outside lines) • Placed Calls • Personal Directory • Corporate Directory Select Softkey Directories Converged Communications Services

12. Cisco VoIP Web Portal Go to phoneuser.stanford.edu to set up: • Personal Address Book • Fast Dials • Speed Dials • Abbreviated Dials • Mobile Connect • Mobility NOTE: phoneuser.stanford.edu redirects to myphone.stanford.edu/ccmuser. Both URLs work equally well, but phoneuser is shorter. Converged Communications Services

13. Converged Communications Services

14. Use to set up speed dials and abbreviated dials and change line settings from the web. Converged Communications Services

15. Use to set up Mobile Connect and Mobility transfer to cell. Converged Communications Services

16. Speed, Abbreviated, Fast : what's the difference? Speed Dial • Available only on 6 button phones • Up to 4 numbers with one-touch dialing • On the web, go to Device>SUNet_phone>Speed Dials Abbreviated Dial • Dial a code number you select, then press the AbbrDial soft key to connect • Up to 199 abbreviated dialing numbers • Set up on the same page as Speed Dial Fast Dial • Create a phone list in the order you select based on entries in your Personal Address Book • Access Fast Dials by pressing Directories>Personal Directory>Personal Fast Dial on your phone. Converged Communications Services

17. NOTE: Some fields accept 10-digit dialing. Always use 9+1+10-digit to prevent errors. Converged Communications Services

18. Speed Dial on the Phone • Speed Dial numbers display with the Label name. • To dial, just press the button next to the speed dial you wish to use. Converged Communications Services

19. Personal Address Book & Fast Dial On the Web: • Create entries in your Personal Address Book at User Options>Personal Address Book. • Add entries from your Personal Address Book to your Fast Dial list in the order you wish at User Options>Fast Dials. On your Phone: • The Personal Address Book is searchable by Last Name, First Name, and Nickname. (It is NOT a list.)Access it at Directories>Personal Directory>Personal Address Book • The Personal Fast Dials displays your list in the order you selected.Access it atDirectories>Personal Directory>Personal Fast Dials Converged Communications Services

20. Personal Fast Dials on Your Phone • On the phone, listingsdisplay with the type of phone as a single-letterprefix, followed by the Nickname you selected. • You can have up to 50 Fast Dials. Converged Communications Services

21. Mobility Mobility allows you to: • Receive calls to your Stanford number on alternate phones, and • Transfer a call from your desk phone to your cell phone. (Handy if you get an important call just when you need to leave for a meeting!) To access Mobility setup: • Go to Devices. • Select your SUNet_mobilityin the Name field. • Click the Remote Destinations (Mobility) button. • Click the Add New button (or click Find to edit an existing profile). Converged Communications Services

22. Set up Mobility Mobility is set up on the Remote Destination Configuration page. Enter a destination number using 9+1+ 10-digit number. Check Mobile Phone to be able to transfer a call to your cell. Check Enable Mobile Connect to enable simultaneous ringing to your cell. Converged Communications Services

23. Mobility (Mobile Phone) • To pass a live call from your desk phone to your mobile phone,press the More Softkey, then the Mobility Softkey, and press the Select Softkey. The call passes to your mobile phone. • To return the call from your cellto your desk phone, hang upyour cell. The caller is placedon hold on your desk phone. Press the line button to retrievethe call. NOTE: Calls must starton your desk phone to be retrieved there. Select Softkey Note: Prior to using the Mobility feature, you must configure it from your Myphone Portal Page. https://phoneuser Mobility Softkey More Softkey Converged Communications Services

24. Mobility: Mobile Connect • Allows your phone number to ring simultaneously to multiple devices: • Your mobile phone • Another desk phone • Your home phone • Always enter Mobile Connect numbers as 9+1+10-digits • Check the Mobility Settings page for settings for each cell phone provider. Converged Communications Services

25. Things to Expect • You may need a new headset for your desk phone. • Most Plantronics headsets are compatible. • If there is a power outage, your phone will have temporary power for 15-20 minutes (via UPS backup power). After that, your Cisco VoIP phone will not be available. • When calling from the Missed Calls or Received Calls directories, use EditDial to a 9 + 1 to outside lines. • Caller ID – Caller ID is not blocked by default • Dial *67 to block for a call • To always block your number, request a number mask Converged Communications Services

26. Cisco Soft Phone • A soft phone is a software based phone installed on your computer. • It uses the same phone number as your Stanford desk phone. • You can use it on-campus or off-campus when used with the Cisco VPN. • Use a USB headset for best results • Log in using your SUNet ID and password Converged Communications Services

27. Important Caveats • Do NOT use your soft phone to call 911. • Soft phone technology may not provide the most timely or accurate location data and calls may be routed to the wrong emergency response center or the emergency response center may make errors when determining your location. • If you must use a soft phone to report an emergency, tell the dispatch operator your physical location immediately. • Stanford University is not liable for errors or delays in emergency response. • It is not unusual to experience occasional loss of audio quality when using a soft phone due network degradation. For best sound quality, use a USB headset and a wired connection. Converged Communications Services

28. Getting to Know the Soft Phone Status Phone Mode Contact List Missed Call Indicator Recent Calls Recent Call View Search Search Result Dial Pad Converged Communications Services

29. Dial a Number • Click the Dial Pad button to enter a phone number. • You can click the on-screen keys or use your keyboard. • Click the Dial button or press Enter to dial. Converged Communications Services

30. Other Ways to Dial • Search • It searches the public view of StanfordWho • Searches may be slow • Right-click to add a search result to your Contacts • Double click to dial a search result • Recent • Double-click any item in the Recent history to call that number • Contacts • Right-click or click-and-drag to add contacts from Search results or Recent and select Add Contact To • To create a personal contact, right-click to see Add New Contact and click the Create Personal Contact button • Double click to dial a contact Converged Communications Services

31. On a Call Call Participants End Call Dial Pad Hold/Pause Merge/Conference Converged Communications Services

32. Merge Calls • The Merge Call function on soft phone is similar to Conference or Join on a desk phone. • To call someone else and merge them to the original call, place the first call on hold and call the second participant. Once they answer, click the Merge button. • If you already have two active calls, click the Merge button. • Select the other active call from the drop-down list. • Click the Participant Roster button to see the list of participants on the call. Converged Communications Services

33. Merge/Conference Call Tips • The conference call ends when only two parties remain on the line. • If the initiator of the conference call hangs up, the other parties will be able to continue the call, as long as the call continues on at least one Cisco VoIP desk or soft phone. • Click the Pausebutton to place a conference call on hold. Answering a second call will temporarily remove you from the conference. • Click the Mute button to continue listening while preventing others on the call from hearing sound from your phone. Press Mute again to restore sound from your phone. Converged Communications Services

34. Answering an Incoming Call • Click the handset iconto answer an incomingcall. • The send-to-voicemailbutton is not yet implemented. • Calls will drop to voicemail normally after four or five rings. Converged Communications Services

35. Video Phone • Video Phone is available when dialing from a Cisco soft phone to another Cisco soft phone. • Before placing a video call, take a few moments to verify your settings and preferences. • Find a near-by colleague to make a test call. • Adjust your settings in Preferences>Audio/Video. • To place or answer a call with video, click the icon. • Note: We do not recommend changing your double-click settings to Video as it will not work with all phones and may cause unexpected behavior. Converged Communications Services

36. Availability Status • Available — Normal status • Do Not Disturb —Do Not Disturb prevents people from instant messaging you and your phone does not ring. • Idle — When there is no activity for five minutes (default), this status appears. (You can change the Idle default time in the Preferences.) • On the Phone — When on a call, this displays with a yellow icon. • Away — Use if you’re away from your keyboard. • Out of Office — You can set your status to Out of Office to indicate your Away status more specifically. • Invisible — Setting your status to Invisible prevents people from seeing your availability when you are logged in. • Custom — You can also create custom status lines for Available and Away, such as "In a meeting.” Converged Communications Services

37. Other Features • Instant Message • The IM available here is only for Cisco soft phone to Cisco soft phone users • It is NOT encrypted • We recommend using Stanford IM instead: im.stanford.edu • Voicemail • On the Mac, the client says "Online (Unable to connect to voicemail)” • Dial 5-0000 to connect to voicemail • Mac Users - Install the Address Book Plugin. • Click any phone number label in Address Book and choose Dial With Cisco UPC to initiate an outgoing call Converged Communications Services

38. Roadmap to the Future Cisco Unified Mobile Communicator App • Extend your Stanford phone number to your smartphone (iPhone, etc.) • See missed calls and return calls via the Stanford network (without using minutes on your phone!) Next Generation of Cisco Soft Phone • Search Stanford view of StanfordWho directory • Click a number on a web page to dial on your desk phone or soft phone • Conduct WebEx conference using the soft phone, including bringing others into a conference where they can view the web conference using their soft phone • Integration with other instant messaging clients Desk phone customization • Expanded ability to put text information on a Cisco Desk phone • Display event reminders on the phone screen • Option for university-wide announcements Converged Communications Services

39. What questions do you have?