General Items

How can I help prevent accidental 911 / emergency calls (and what should I do if I make one?)?

If you do accidentally place a 911 call, stay on the line and indicate it was a mistake and not an emergency. You will likely also receive a follow up call from UCAR Security staff. Also, if you did make an accidental 911 call, be careful not to press the "redial" button and do it again.

We suggest you enter the number you wish to dial first -- before taking the phone off the hook at all. That way you can enter the numbers first and make any necessary edits before placing the call. Once you've completed your number entry and confirmed the sequence, you can lift the handset or press the speaker button and your call will be placed.

How can I get assistance with a phone or voicemail issue or question I have?

NETS provides assistance for phone and voicemail system users through the NETS work request system. The "trouble ticket" or "work request" system now being used by NETS is called ExtraView.

Accessories

Headsets

You may purchase headsets for use with your Cisco IP phone but NETS does not provide these. You need to ensure the headset you consider indicates compatibility with the Cisco IP phones we have deployed (i.e., Cisco 7965 and 7945 IP Phones). 900MHz is the best frequency to select so you will not experience interference with other wireless data networking frequencies in use throughout UCAR.

Below are links to sites for which headsets have been reported to perform well with Cisco IP phones. If you still have questions about a particular headset please submit a NETS work request.

http://vxicorp.com/cisco

http://www.plantronics.com/cisco

http://www.jabra.com

Are there shoulder rests available for the telephones?

We do not recommend that you use shoulder rests or cradle your handset with your neck. It is an ergonomic issue, so we recommend you use headsets instead. Please contact Bob Wiley in SaSS, x8554 for further information.

Wireless analog phone recommendations

There are particular instances where a wireless analog line will provide the necessary telephone coverage required. This is not typical installation for most offices. If you have a need to purchase a wireless analog system, it should operate in the 900MHz range. You will need to purchase the phone, but we would be happy to review your choice before purchase. You will also need to submit a NETS work request and pay for an analog line installation.

Where can I find information about the various passwords and PIN, and what are they used for?

Password information (requires UCAS login)

Q: What should I do if I am receiving harassing phone calls or fax tones?

A: There are two kinds of harassing calls: telemarketing and threatening :

Telemarketing calls or faxes are unwanted business solicitations; they are annoying but not threatening to a group or individual. Note that "do not call" lists apply only to individuals and not phone numbers associated with business organizations. That particular solution is not applicable to UCAR phone numbers as a means to try to reduce telemarketing calls.

Any UCAR employee may request NETS assistance with telemarketing calls by using the Extraview system. Please provide the following items to NETS in each request:

1. person and extension receiving the call
2. date and time of call(s)
3. number of caller (if available)
4. one-time or recurring?
5. type of call (vendor/telemarketing, phone or fax)
6. Live person or a recording

Threatening calls or faxes are specifically directed at a group, individual, or specific extension; they may include unwanted personal calls, threats, profanity, inappropriate comments, language, or insinuations.

For threatening calls, users should do the following:

• File a police report. UCAR cannot file on behalf of the individual.
• During regular business hours, contact

  1. Steve Sadler x8550
  2. Bob Roesch x8704
  3. Liz Kriete x8556
  4. The on duty security officer at x1139
• After hours contact UCAR Security at x1139.

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Forwarding

How do I forward my calls (primary line only) straight to messaging so it doesn't ring four times?

The display will show "Forwarded to Voicemail".

To remove the forwarding

• press "CFwdALL"

How do I forward secondary lines on my phone or my primary line when I am not in the office?

You can forward all of the lines on your phone by logging into the user options web page
**Note - if you are using Firefox and receive "Secure Connection Failed" click on the link to make an exception for this website**

• Select "User Options -> Device "
• In the "Device" section, select the "Name" of the phone you wish to forward.
  NOTE: This step is only for users that have multiple phones. Most users are only associated with one phone and there will only be one "Name" to select.
• Now, click on the "Line Settings" button.
• In the section labeled "Line Information", select the line you wish to forward
• Next, in the section labeled "Incoming Call Forwarding":
  • Place a check in the box next to "Forward All Calls to "
  • Click the radio button for either voice mail or "this number "
  • Click the "Save" button at the bottom of the page for the change to take effect.
• If "this number" was selected, enter the number to which all calls will be forwarded.
  NOTE: If you need to forward to an outside number please see "Can I forward my UCAR extension to an outside number"

To remove forwarding; login,

• Follow the steps above to navigate to "Incoming Call Forwarding"
• Remove the check mark in the "Forward All Calls" button
• Click on the "Save" button.

How do I forward my fax machine to another machine if mine is not working?

To setup forwarding:

• Get Dial tone (it has a slightly different sound when forwarded)
  
• Enter **2
  
• Hang up

How do I transfer a caller directly into voicemail without ringing the phone?

The caller then hears the greeting and can leave a message.

When I transfer a call, which number shows up in the display of the person being transferred to?

We have things configured so that during a transfer the person being transferred to sees the calling number. When they see that information varies depending on the transfer sequence.

Two examples:

1. Person A calls Person B at x1000 (sees the CallerID/number info, when available)
Person A asks to be transferred to Person C at x4567.
If the transfer is attended, that is, Person B transfers to Person C at x4567, but speaks to them first to announce the incoming call, initially Person C will see x1000 on their phone. But when the final transfer is completed by Person B at x1000, Person C will see Person A's info.

2. Person A calls Person B at x1000 (sees the CallerID/number info, when available)
If Person B then blind transfers to Person C at x4567 (no consult, just sends the call while it is ringing), then Person C will see Person A's info directly (either on their incoming line or in their "missed call" log if they don't pick up).

Can I forward my UCAR phone extension to an outside number?

Yes, we do allow forwarding of UCAR extensions to local external numbers on an as needed basis. Please enter a NETS work request with the extension requiring the service.

• Users need to be aware of the pros/cons of using this feature (click here)

There are 2 ways to turn on forwarding once the service for your extension has been activated
From your phone (primary extension only)

• Press "CFwdALL"
  
• Enter 93031112233 (or real local number)
  it will hang up after the number is entered
  
  

  To cancel
  
• Press "CFwdALL"

From the user options web page:

See How do I forward secondary lines on my phone or my primary lines when I am not in the office?

Another option is to setup voicemail to notify you at the destination you choose (e.g., home phone, cell phone) when you receive a new message. This feature is called "message notification."

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Speed Dialing

What are my "speed dial" options and how do I set them up?

There are 4 options available for "speed dialing":

1. The speed dial buttons on the right side of the IP phone
2. Abbreviated Dialing - easiest
3. Personal FastDials
4. Setup Personal AddressBook. All options are configured through the user options web page
   **Note - if you are using Firefox and receive "Secure Connection Failed" click on the link to make an exception for this website**

Speed Dial Buttons and Abbreviated Dialing

In order to use the speed dial buttons (i.e., the buttons on the right of your IP phone display beneath your extension), you must have fewer configured lines than you have buttons. That is, if you monitor 2 lines (yours and someone else's), you may not have any speed dial buttons available to you (most phones only have 2 buttons).

Log into the user options web page
**Note - if you are using Firefox and receive "Secure Connection Failed" click on the link to make an exception for this website**

If you do not have spaces available for speed dial buttons, or want an alternative to Abbreviated Dialing, see "Setting up Personal Fast Dial and Personal Address book" below

How do I set up and use "Personal AddressBook"?

To set up Personal Address Book (PAB), login to the user options web page
**Note - if you are using Firefox and receive "Secure Connection Failed" click on the link to make an exception for this website**

• Choose "User Options " -> "Personal Address Book"
• Click the "Add New" button
• Enter the requested information and then "Save"

To use Personal Address Book (PAB):

• Push the "Directories" button on your phone.
• Select the menu item labeled "Personal Directory"
• If you have not logged in, you will be prompted for your userid and PIN
• Select the menu item labeled "Personal Address Book"
• When finished, you have the option to logout. If you do not logout, userid an PIN will not be required for subsequent access to PAB.

How do I set up and use "Personal Fast Dial "?

To set up Personal Fast Dial, login to the user options web page
**Note - if you are using Firefox and receive "Secure Connection Failed" click on the link to make an exception for this website**

• Choose "User Options " -> "Fast Dials "
• Click the "Add New" button
• You can now choose to add a phone number from your Personal Address Book by clicking on the "Find" button and then clicking on the desired phone number or just enter the number manually (it will show up as a "raw" entry)
• "Save"

To use Personal Fast Dial:

• Push the "Directories" button on your phone.
• Select the menu item labeled "Personal Directory"
• If you have not logged in, you will be prompted for your userid and PIN
• Select the menu item labeled "Personal Fast Dial "
• Dial the desired number by pressing the number that corresponds to the index listing of the phone number.
• When finished, you have the option to logout. If you do not logout, userid an PIN will not be required for subsequent access to Personal Fast Dials.

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The Telephone Set

What is the best position for my phone when using the speakerphone, flat or upright?

Upright. When using your speakerphone, the quality of your voice will be best heard by others if you have the phone in an upright position (i.e., have the foot stand propping the phone up). Having the phone lying flat produces poorer voice quality for your listeners.

Where is the microphone on the phone?

The microphone is located just below the "Speaker" button.

What information do the Directories display and what are the differences when you have multiple lines on your phone?

Here's what the "Directories" button logs provide.
** When you have multiple lines on your phone, the logs show information for ALL lines on your phone.**

1 Missed calls - These are calls that were not answered.

2 Received calls - This log will reflect any calls answered

3 Placed calls - Will show any placed calls

When I return to my office after being out, I see a message "You have 3 missed calls" on the display. But when I log into voice mail, I have no messages. Are my messages being deleted before I listen to them?

The indication of missed calls indicates that while you were out, you had 3 callers. You can review information about the callers by pressing you "Directories" button, selecting "Missed Calls" and using the arrow key under the middle of the display to scroll down (or up).

The callers must not have left messages, or your display would have indicated that "You have voicemail" and your handset light would be on.

Calls from my "Missed Calls" and "Received Calls" call logs are not going out when I dial them - why?

The 10-digit outside number needs the 9 in front of it in order to be placed.

• Highlight the number in the log
• Select the "EditDial" softkey
• Enter a "9"
• Select "Dial" and the call will complete.

How can I clear the directory logs on my phone?

Users that wish to clear their call history logs may do so via a new softkey on their phones.

• Select the "Directories" button on your phone
• Press the "Clear" softkey

This will erase the call logs on your phone.

Do indicators and displays work differently when there is more than one line on a phone, or an extra line module (side car) is attached to a phone?

Yes, they do differ somewhat.

These are the states of lines on the extra line module (side car) as indicated by lights:

Off - Line available
Steady Green - Line in use by you
Steady Red - Line in use by another phone
Flashing Amber - Line ringing
Flashing Green - Call on hold

How do I setup a distinctive ring tone for my phone and can I setup a distinctive ring for each line on my phone?

To set the ring tone for your phone

• Press the "Settings" button
• Select 2 "Ring Type"
• Choose 1 "Default Ring"
• Scroll through and play one of the 25 available choices using the Up/Down arrow in the middle of your phone.
  When you decide on the ringer that you like, press the "Select" softkey, then "OK"
• Select "Exit"
• Select "Save"

Distinctive ring tones per line appearance

Users that have multiple lines on their phone can now have a different ring for each of those lines if they choose to. Here is how to set up the multiple ring option from your phone:

• Press "Settings"
• Select 2 "Ring Type"
• Scroll to the specific line that you would like to set to a different ring, press "Select"
• Scroll through and play the available options using the Up/Down arrow in the middle of your phone. When you decide on the ringer that you like, press the "Select" softkey, then "OK"
• Select "Exit"
• Select "Save"

In per line mode there are only 7 choices of rings.

Distinctive ring options per line appearance

Users that have multiple lines on their phone can now have different notification behavior for each of those lines if they choose to. Here are the options available per line:

• flash only
  
• ring once
  
• ring normally (Use system default)
  
• ring
  
• do nothing
• disable
• beep only

Log into the user options web page
**Note - if you are using Firefox and receive "Secure Connection Failed" click on the link to make an exception for this website**

• Select "User Options -> Device "
• In the section labeled "Device", select the Name of the phone whose ring you'd like to change
• Choose the notification method you prefer
• "Save"

Is the ring tone distinctive for an inside call versus a call from outside?

Yes, it is a single ring for inside calls and a double ring for outside calls.

For whatever "ring" you've chosen, an inside call will play the normal version (i.e., a typical length for the ring chosen). For an outside call, you'll notice a somewhat abbreviated version of the inside ring played twice in rapid succession.

Due to the arid Colorado climate, particularly during the winter months, your phone and other electronic devices within your office can be susceptible to electrostatic discharge (between you and the device). In many cases it may help decrease the occurrence by having your office carpet sprayed with an antistatic spray. You can request this service from UCAR Physical Plant Services (PPS) at extension 1120 or maintreq@ucar.edu.

Another recommendation is to purchase a grounding mat for your desk area to mitigate static in the area.
NETS also has grounding straps or static "touch pads" available to place near your phone and computer.

Please report these occurrences using the NETS work request.

What is the "?" button with the on my phone?

You may press the "?" (information) button and then any other feature of the phone (e.g., phone button or softkey) to get more information about that key. For example, if you press the "?" button then the "settings" button, you will see information about the settings button functionality on your phone display.

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Making Calls

Long Distance Calls - Which calls will I be charged for and how do I make them?

All long distance, international, and information calls (e.g., <area-code>-555-1212) that are billable require you to enter an authorization number (employee ID or account code) before the call will be completed.

• Dial your long distance number (followed by # if international)
• Enter your authorization number when you hear the prompt. You will only have one chance to correctly enter the code.
  If you mis-dial your code, you will hear a busy tone. Hang up, and press the redial soft key.  This will take you back to the prompt to re-enter your authorization code.
  Enter a # after your code for faster call processing.

Can I dial 1411 for information?

No. You need to call "9-<area-code>-555-1212" instead -- it is a billable call. We do not have access to the "1411" service. It is a Qwest provided service and we use a different vendor. Therefore, our users will need to use the <area-code>-555-1212 method to get information.

You can also access this information online

• www.dexonline.com
• www.att.com
• www.google.com

as well as a number of other sources (these sources are provided for reference only, NETS does not vouch for completeness or the reliability of the information provided)

What is the "Call Back" feature and how does it work?

The "Call Back" feature allows you to receive call back notification on your IP phone when a called party becomes available (e.g., when you call a line that is busy or does not answer).

To receive call back notification,

• Press the "CallBack" softkey while receiving a busy or ring back tone
  Your display "Callback is activated on xxxx"
  You can make and receive calls while waiting for your Call Back
• When your party and your line are available (called party has hung up or placed another call after returning) your phone will notify you with a "splash" tone
• Press the "Dial" softkey or "Exit" to cancel

You cannot activate Call Back notification for outside calls or if the called party has forwarded all calls to another extension.

What is a "Consultation Call"?

What is the maximum number of conference call participants when using the "conference" soft key feature?

How do I get my fax to dial long distance calls correctly?

These are the dialing sequences which

• Allow time for the fax to dial the telephone number
  
• Indicate the "end of dialed number" via the "#" (important for variable length international numbers),
  
• Provide pauses to allow time for the account key stutter prompt
  
• Allow entry of the account key

Please enter all of these digits before pressing the "start" button on the fax.
For international calls:
9 + 011 + intl-number + # (pound key) + 2 pauses (pause button on the fax - which may be the redial key, consult your fax book) + account key + # (pound key)

Domestic long distance:
9 + 1 + area code + number + 2 pauses + account key + # (pound key)

Why does the name "UCAR" not always show up (along with my phone number) in the CallerID information displayed to people I call?

Whether or not the name "UCAR" or the "303-497-xxxx" number appears in CallerID depends on the carrier terminating the call. Most carriers will pass along the number and some will pass along the name as well. There are no consistent rules or guidelines for this, so it always depends on the policies of the carrier terminating the call.

Ideally, people you call will see UCAR 303-497-xxxx for the name and number (i.e., your telephone number) CallerID information. However, some may see 303-497-xxxx "No Name Available" or "Out of Area" or some similar message, or possibly, no CallerID information at all.

UCAR telephony personnel have ensured this information is available from our primary outgoing carriers, but we cannot control what other carriers who may terminate our calls choose to implement.

How do I place an International call?

 International calls are made by dialing 9 + 011 + international-number + # then your employee ID or account code. The # (pound) key is recommended for faster processing as international telephone numbers vary in length. If you do not use the # key the employee ID or account code prompt will play after a digit timeout has expired.

• Dial your International number followed by #
• Enter your authorization number when you hear the prompt. You will only have one chance to correctly enter the code.
  If you mis-dial your code, you will hear a busy tone. Hang up, and press the redial soft key.  This will take you back to the prompt to re-enter your authorization code.
  

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Logging On to Voicemail

When I call the voicemail system from someplace other than my phone (e.g., from another person's internal UCAR phone or from any phone outside the UCAR phone system) how do I enter my mailbox?

From within UCAR, you can just press the "messages" button (or you can dial 2799) and enter your voicemail password

From outside UCAR, you dial 303-497-2799.

If I have multiple lines (or a sidecar unit), how does the "messages" button work?

Phones with multiple lines - either on the phone itself or on sidecar units - will select the first line available that has an active message waiting indicator (envelope), when you press your "Messages" button.

If your line has a message, it will use that, otherwise, it will to go on to the next one. To ensure that you access the voicemail for your line

• Press your line button
• Then press the "Messages" button
• Log in with your password

The red "Message Waiting Indicator (MWI) light" on the handset will light only when your line has messages. Your display may also indicate "You Have VoiceMail" but if your red MWI light is not on, it simply means one of the other lines your phone has voicemail. You can tell which lines have voice messages by the envelope symbol next to the line.

My messaging mailbox is locked, how do I unlock it?

The voicemail system locks an account automatically if 7 wrong logon attempts is reached. The account automatically unlocks after 30 minutes.

If you have forgotten your password, please open a NETS work request.

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Greetings

Do we have the option to setup an "on the phone" and "away from my desk" greeting?

No. We have one active greeting (standard greeting) that answers your phone when it is busy and your are away from your desk. The messaging system does not recognize that your phone is busy, because we have Call Waiting.

How do I go back to the greeting where you say your name, which is preceded by the automated woman's voice system saying "Sorry..", and ending with "..is not available"?

To change your greeting back to the system greeting;

• Log into the messaging system,
  
• Select 4 (greetings),
  
• Select 1 (regular greeting), and then choose to record the greeting

After the beep, immediately press # (finished) and the system will revert to the system greeting with your recorded name as part of the greeting.

The PCA interface shows that we have other greetings available -- internal, closed, standard -- when would these be played?

The system is setup so that users do not have to update multiple greetings. The standard greeting is in effect 24hours a day, 7days a week, unless you activate your Alternate (vacation) greeting. You can also setup your Alternate greeting to automatically revert back to your Standard greeting on the date that you return to the office.

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Caller Options

Can I bypass the user's greeting when I call someone and is there an option to transfer to someone else instead of leaving a message?

If callers wish to transfer to another extension when they reach your voicemail box, they simply enter the extension at any time during your recorded greeting.

If your callers wish to bypass your greeting and go directly to recording their message for you, they should press the # (pound) key at any point during your greeting.

The best way to provide this information is to record it in your greeting. For example:
"Hello, this Jane Doe and I am not available at this time. Press # to skip this greeting or you may dial x4567 at any time to reach our reception desk."

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Other Messaging Options

How do I forward a voice message that is new or saved to a coworker?

After listening to a message (press # to skip to the end of a message), you can press "0" to hear voicemail options.

The option to forward a message is "5"

• Listen to your message
• Press "0" for messaging options
• Enter the name or extension (see below) of the person you are sending the message to
• You then get a confirmation of who you have selected.
  You can press "#" to confirm or "*" to cancel this selection and enter another voicemail subscriber if you choose to.
• You can then record an introduction to the forwarded message or send it as is.

You can only forward messages to other system subscribers.

When you want to transfer to another subscriber or send a message, you have the option to search by name instead of extension

• At the "Select subscriber to send to" prompt
• Enter "##" (pound, pound)
  This changes selection from the default mode - find by extension mode, to - find a subscriber by the last name, for the current call
  
  The system calls this switching between name or number entry and the prompted instructions for this are given at the end of the system instructions for entering a subscriber to send (or forward) a message to.

How many messages does my mailbox hold?

The message store on the system is determined by disk size, so the number of messages depends upon length. Each user can have up to 50 minutes of storage. Individual messages can be up to 300 seconds (5 minutes) in length.

When I delete messages my mailbox still says that it is full. Why is that?

The system moves deleted messages to your "Deleted Items Folder", kind of like your email client. That way, if you accidentally delete a message, you can retrieve it again, although the system will only keep them for 3 days. The messages in your "Deleted Items Folder" still count toward your total messages.

You can delete the items in your "Deleted Items Folder" manually. Use your phone to login to the voicemail system. From the main menu

• Enter 3 - Review old messages
• Enter 2 - Deleted messages
• Enter 2 - Delete messages - Your messages will be permanently deleted.

In some cases you may receive a warning message from voice mail saying "your inbox is full and you cannot send or receive new messages, delete some messages now". In this case, you may press '7' and follow the voice prompts to delete messages in your deleted items folder or press '9' to return to the main menu. Once these messages are deleted, if your mailbox is still full, you will be given the option to "review old messages" by pressing '3' and then '1' for saved messages. Follow the voice prompts to delete some of your saved messages (NOTE: they will be permanently deleted until your mailbox is below the system limit).

How can I review a deleted message ?

Deleted messages are stored for 5 days before being permanently deleted. You can review your deleted messages by using your phone to log into the voicemail server. From the main menu:

• Enter 3 - Review old messages
• Enter 2 - Deleted messages
• Enter 1 - Review deleted messages

You have the option to permanently delete the message or restore it as "new" or "saved".

Can I configure the number of rings on my phone before it goes to messaging?

No. In our current version of system software, this is a system-wide setting (not individually definable). Based upon previous testing we found that 4 rings works well for most everyone.

What is Message Notification and how do I set it up?

Message notification is the ability of the voice messaging system to make the user aware that they have a new message when they are not at their desk to see their message waiting light. Notification can be sent to the destination of their choice (e.g. home, cell, phone, etc.). The voice mail system will notify based upon a configured schedule, for example; Monday - Friday, from 8:00am - 5:00pm.

Notification is activated by logging into the PCA web page or into their voicemail system and following the steps below:

• Select 4 - setup options
  
• Select 2 - message setting
  
• Select 1 - change message notification
  
• Select 2 - home phone
  Enter the local number including the "9" for an outside call
  
• Activate

What is PCA and how do I use it?

PCA (Personal Communications Assistant) is a web interface that provides access to Cisco Unity Assistant, which allows you to customize how you interact with the Voicemail system

Follow this link - https://vmail.ucar.edu/ciscopca/home.do

• Enter your user ID and password
• Note the several drop down menus at the top of the page that enable you to access settings for your voice messaging mailbox.

IMAP

How do I sign up to recieve my voicemail messaging using my IMAP client?

The voicemail IMAP functionality is supported by the division system adminstrators. Initially the capability is being deployed for frequent traveler within a division. Your system administrator can request that this feature be activated for your voicemail account and help with the setup in your IMAP client.

What happens when I delete a message from my IMAP connection?

Using IMAP to delete a message, removes that message from your inbox. The deleted message is stored on the voicemail server in your "Deleted Items Folder". This folder is not accessible via IMAP. Please see the link below for more details regarding the "Deleted Items Folder".

http://www.cisl.ucar.edu/nets/ongoing-activities/voip/documentation/users/faqs.shtml#dif

Can I retrieve a deleted message using IMAP? If so, how?

Deleted messages cannot be retrived using IMAP, but they can be retrieved using your phone. Please see the links below for details:

http://www.cisl.ucar.edu/nets/ongoing-activities/voip/documentation/users/faqs.shtml#reviewdeleted

I only see an "Inbox" folder - are there any other folders I can subscribe to?

No. The "Inbox" is the only folder available in the IMAP client connection to the voicemail server.

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