Desktop VoIP Phone/CallManager Training

1. National Aeronautics and Space Administration Desktop VoIP Phone/CallManager Training http://voip.hq.nasa.gov www.nasa.gov

2. 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.

3. 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 Topics to be Covered

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. 4 6 3 2 1 7 8 9 5 16 11 12 10 14 15 17 13 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

6. 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.

7. 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.

8. 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.

9. 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 << button to delete information • Select Phones button to edit or add phone numbers • Select Update to update the selected entry

10. 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

11. 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. 9 Volume Button • Pushing the Volume button while the handset is in its cradle adjusts the volume for the phone’s 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.

13. 2 10 11 12 13 17 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.

14. 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.

15. INSTRUCTIONS ARE PROVIDED ON A HANDOUT WHEN YOUR VoIP PHONE is ACTIVATED 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”.

16. 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.

17. 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.

18. 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: caller’s 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.

19. 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.

20. 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 DeletedMessages, 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.

21. 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.

22. 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.

23. 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 (#)

24. 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 Setting Up an Alternate Greeting

25. 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

26. 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.)

27. 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.

28. 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.

29. 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.

30. 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 .

31. 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 person’s 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.

33. 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.

34. 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. 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. If You Want To……Then

40. 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. If You Want To……..Then

41. 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. Placing a CallIf You Want To……Then

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