Verizon UCCaaS Telephone Instruction7841 Set, Harvard Voicemail

Instructor: Class Duration: 60 minutes

Cisco 7841 Telephone set orientation

Basic Call Handling features

Harvard Voicemail

For more information go to: http://phone.harvard.edu/learning-center

Sept 2015 v2

What is Harvard Phone?

A new phone system designed to help you communicate more effectively:

– Mobile

• Make and receive calls from multiple devices (mobile, desk, computer)

• Web access to change your user preferences from anywhere

– Simple

• Easy to use features through softkeys and new technology

• Common platform; University-wide with phone directory at your fingertips

– Enable

• Suite of self-service tools to get you what you need faster

• Communicate the way you want to through chat, video, screen sharing and/or telephone

A Cloud-based phone system managed by Verizon using Cisco technology

2(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

What to expect

• A new desk telephone

– Service is delivered via the data network

• A new voicemail box

– Same service as today, but its moving to the cloud

3(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

More Features Coming Soon

• Web Portal (coming soon)

– Login using your HarvardKey

– Update your user preferences even when you’re out of the office

• Take calls on the device of your choice using Jabber (coming soon)

– You have the option to make/receive calls using your HU number from any device you select

– Callers dial your HU number. It will ring the device you selected

– When you dial out, your HU number appears to the called party – not the number of your device

4(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Cisco 7841 Telephone

5(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

1- Handset light strip

4- Softkey buttons5- Navigation and select button

6- Hold/ Resume button7- Conference button8- Transfer button

9- Speakerphone button10- Headset button11- Mute button

2- Phone screen3- Programmable feature buttons, Up to 4 lines

12- Key pad

17- Handset

16- Messages button15- Applications

button

14- Contacts button

13- Volume button

Line button LED’s: Amber light = incoming callGreen light = solid green, your active call flashing green, your call on holdRed Light = shared line in use

Sept 2015 v2

Fixed Feature Buttons

Transfer Transfers a call

Conference Creates a conference call

Hold Places a connected call on hold

Navigation The Navigation button allows you to scroll through mennus, highlight items and move within a text-input field

The Select button (center of Navigation button) allows you to (1) select a highlighted item and (2) wake the phone from sleep mode

Speaker Toggles the Speakerphone on/off

Selects the speakerphone as the default audio path and initiates a new call, selects an incoming call or ends a call; during a call, the button is lit green

Mute Toggles the microphone on/off during a call

When microphone is muted, the button is lit red

Headset Toggles headset on/offSelects headset as the default audio path and initiates a new call, selects an incoming call or ends a call; during a call, the button is lit green

6(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Fixed Feature Buttons

Applications Accesses applications such as Call History, Administrator settings and phone information

Contacts Accesses the Corporate directory

Messages Speed Dial to voicemail

Volume Controls the handset, headset and speakerphone volume (off-hook), and the ringer volume (on-hook)

Silences the ringer volume on the phone for an incoming call

7(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Dialing Instructions

• Internal Calls (within HU): Dial 5-digit extension

• External Calls (outside HU): Dial 9 + 1 + 10-digit telephone number

• Emergency Services: Dial 9 -1- 1 or 9 + 9 -1- 1

NOTE: If you accidentally dial 911, please do not hang up

• If you do a police officer will likely be dispatched

• Stay on the call and explain the error to the dispatcher

• This error most often occurs when dialing internationally

8(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

What’s new about 9-1-1: Important Safety Tips

• Please tell us when you move your Harvard Phone

– If you are moving your phone to another floor or building, please call (617) 496 - 7777 or email ithelp@harvard.edu to update your phone address information

– No action is required for moves of fewer than 24 hours

• Calling 9-1-1 from your cell phone?

– Use the cell phone keypad only

• Do NOT use the Harvard Phone Jabber client

• To help ensure emergency responders find you:

– Repeat the number and your location to the operator.

– Use specific details including floor/ room location/ building quadrant.

9(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Location details are tied to the phone itself, not to where it is plugged-in

Sept 2015 v2

Placing Calls

Cisco provides several ways to perform the function to suit individual user preferences:

• To access dial tone, choose an option before you dial the number:

– Lift handset or

– Press or

– Press New Call softkey or

– Press

OR

• You may dial the number first and then:

– Press Call softkey or

– One of the other options listed above

10(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Answering and Ending Calls

Cisco provides several ways to perform the function to suit individual user preferences:

• Answering a call:

– Lift handset or

– Press amber flashing line button or

– Press Answer softkey or

– Press o or

– Press

• Ending a call:

– Replace handset or

– Press Cancel softkey or

– Press or

– Press Headset button

11(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Holding and Retrieving a Call

Cisco provides several ways to perform the function to suit individual user preferences:

• Placing an active call on Hold:

– Press (line button will flash green)

• Retrieving a call from Hold:

– Press Resume softkey or

– Press green flashing line button or

– Press

12(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Call Waiting

While on a call, a second call may ring to your number. You will hear a tone and see a flashing light on your line key:

• Answering the second call:

– Press your flashing line button (initial call automatically on Hold)

• Toggle between calls:

– Press your flashing line button (each call automatically on Hold)

13(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Transferring Calls

• While on an active call:

– Press (call automatically on Hold)

– Dial 5-digit extension to receive the transferred call

– (optional) When party answers, announce pending transfer

– Press

• If the called line is busy or does not answer:

– Press Cancel softkey

– Press Resume softkey or

– Press flashing line button of held call

14(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Placing and Diverting Calls to Voicemail

• Transferring an active call directly to voicemail:

– Press (call automatically on Hold)

– Press * key, then dial 5-digit extension of the destination mailbox

– Press

• Calling a HU voicemail directly (without ringing the telephone):

– Press * key, then dial 5-digit extension of the destination mailbox

• Sending a ringing call to your voicemail (without answering it):

– Press Decline softkey (call stops ringing and is sent to voicemail)

15(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Conferencing Calls

• While on an active call (repeat each step to add callers):

– Press (if needed, press More to scroll softkeys)

– Dial number to be added (including yourself, max of 4 on the call)

– (optional) Announce the pending conference

– Press to join all parties

• If an added line is busy/does not answer or party refuses to join:

– Press Cancel softkey to remove that call

– Press Resume softkey to reconnect to conferees or

– Press flashing line button to reconnect to conferees

16(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Forwarding Calls

• To forward all incoming calls to another number:

– Press FwdAll softkey

– Dial 5-digit extension or 9 + 10-digit external number to receive calls

• To forward all calls to voicemail:

– Press FwdAll softkey

– Press

• To deactivate forwarding of calls:

– Press FwdOff softkey

17(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Do Not Disturb

Temporarily silences audible ringing on your telephone. (When your telephone rings, you hear a short tone followed by only visual indication of an incoming call. Answer the call or let it go to the coverage path):

• To activate:

– Press DND softkey (if needed, press More to scroll softkeys)

– Confirm the feature is active on display screen

• To deactivate:

– Press DND softkey (if needed, press More to scroll softkeys)

– Confirm the feature is deactivated on display screen

18(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Voicemail Messages is Moving to the Cloud

• Voice mail access number changes: 617-998-3999

• Features and functions will remain the same, nothing new to learn

• You will need to set up a new voice mail box

– For Step-by-Step instructions go to: http://phone.harvard.edu/learning-center and click on the Voice Mail Information Guide link.

Messages on the former voicemail system will not automatically transfer to the new system.

• To save previous messages in your former voicemail box:

– Dial 5-8168 to access the former voicemail system

– Login to your former voicemail box

– Forward messages to your new voicemail box (on the new system)

– Message will be sent to your voicemail box (on the new system)

• (if you elected to use the email option on the new system, a message will also appear in your email)

19(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Voicemail Update

Like the menu prompts, many functions of the new voicemail system will be the same as the existing system. One key improvement:

• When your telephone and voicemail box are converted, you will receive a copy of your voicemail message (an .wav file) in your email

• There are plans to roll out additional features:

– Remote access for you to manage your voice messages via a web portal

– A single voicemail box for all messages made to your HU telephone number (regardless of device or where call was ringing)

– To view expanded user guides and tutorials, go to: http://phone.harvard.edu/learning-center

20(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.

Sept 2015 v2

Support Resources

HUIT will support you as we roll out this amazing new technology:

• The Learning Center (for helpful tutorials, presentations and FAQ)

– http://phone.harvard.edu/learning-center

• For Incident Support, contact the HUIT Service Desk

– Call: (617) 495-7777

– Email: ithelp@harvard.edu

21(c) Copyright 2015 ProComm Solutions, Inc. All Rights Reserved.