VoIP Telephone Use FAQ's
Can you explain the difference between hard keys and soft keys?
Can you explain how to use the hard keys?
- Messages Button – Takes you directly to Unity Voice Mail
- To Reach Unity Voice Mail you may also dial x2450 from campus or
- (570) 941-2450 from off campus.
- Directories Button
- View Missed Calls, Placed Calls, Received Calls and Corporate Directory
- IMPORTANT: Since we live in an area that does not require 10 digit dialing you cannot use the “Dial” feature for unless it is a 4 digit extension
- Services Button
- Not in use at this time
- ? Button
- Provides detailed help on any phone key or feature
- Toggle Button (oval with 2 arrows in center of phone)
- Use this button to scroll and move between items that appear on your screen
Can you explain how to use the soft keys?
At the bottom of the phone display you will see four buttons. Each corresponds to the button display above it. For each action on the phone, there is a separate set of soft keys displayed.
Some of the soft keys you will see displayed and their definition:
- Redial – redials last number
- CFwdAll – will prompt you to enter a number –or- you can press the Messages button to send all calls to voice mail
- New Call – automatically will go off hook and you can dial
- DND = Do Not Disturb – if you press this key you will see “Do Not Disturb is active” on your display. To deactivate pick up handset and press DND once and hang up. This feature will send all calls directly to voice mail – may be needed if in a meeting.
- Answer – Press to answer incoming call on speakerphone
- Hold – Places a call on hold
- EndCall – Ends the call
- Transfer – Like Flash EXCEPT you MUST press Transfer again to put call through
- More – more menus when on a call
- Confrn – Conference call (3 way calling)
- Resume – continue with call placed on hold or during transfer
How do I transfer a call?
When a call comes in and you want to transfer the call to someone else:
- Press Transfer – caller is automatically placed on hold
- Press Button of person you want to transfer to or dial the number or extension of where you want to transfer the call to – caller cannot hear your conversations with them
- If that person does not want the call press End Call to end the call with them and then press resume to go back to the caller and either take a message or transfer to voice mail
- If that person does want the call just press Transfer again
- Once transferred, your call will end.
How do I use the directories Button?
Press Directories Button (Use Toggle button to move through choices)
- Missed Calls
- Shows calls that were not answered
- Received Calls
- Shows last 100 received calls
- Placed Calls
- Shows last 100 placed calls
- Intercom History – Not Used
- Personal Directory – Not used at this time
- Corporate Directory – Shows everyone on VoIP – eventually will show entire campus
Note: You cannot use the dial feature for anything other than 4 digit numbers displayed for on campus at this time.
What is the Settings Button?
User Preferences is the only option you have
- You can change your ring setting here
- Volume button can also be used to change setting of how loud incoming ring is and handset volume as well. You will need to press Save Soft Key if you want to change the setting to be stored.
Do you have any recommendations on Telephone Use and Protocol?
- Don’t use speakerphone if you are in a room with others – it is disturbing
- If transferring a call you can actually press transfer – dial extension and transfer – this is called a blind transfer – be kind to callers and introduce or provide and explanation to the person you are transferring to before sending the caller
- If you place a call on hold and another call comes in on that same line and several are answering that same line, be sure to pick up the new call coming in – not someone else’s call on hold – it is annoying to callers
- If you press the line button twice – soft keys “disappear” – press line button again to see proper menu
Will we have Caller ID?
Are there any changes in the way we dial?
No changes from the way you dialed out on your Centrex phone.
- Dial 4 digits for University internal calls
- Dial 9 + 7-digit number for outside calls
- Dial 9 + 1 + 10 digit number for long distance calls
A new feature enables you to start entering the number you want to call and backspace if you entered a number incorrectly. When you see that the number is correctly entered, just press Dial.
When I receive a second call while on the phone, what do I do?
Utilize the Caller ID display to determine if you need to take the call.
You will see the incoming number on your display and hear a short beep in your ear.
You have three choices:
- If you want to take the call tell the 1st caller to hold.
- Press the Answer softkey – this automatically places 1stcall on hold and connects you with 2nd call.
- When you are done with the call you can press End Call softkey.
- Press resume softkey to continue with 1st call.
- If you want to stay on with 2nd call and hang up with the 1st call, press the Hold softkey to place the 2nd call on hold.
- Use the toggle button in the middle of the phone with two arrows to highlight the 1st call.
- Press Resume softkey.
- Explain that you need to hang up with them.
- Press End Call.
- Press Resume to continue speaking with 2nd caller.
- If you do not want to take the 2nd incoming call don’t answer and it will go directly to voice mail. If they leave a message while you are on the phone, you will see a red light on the base of the phone where the handset rests.
Will I still have stuttered dial tone if I have a Voice Mail message?
Where do I direct telephone questions?
The Technology Support Center supports voice services for basic questions. If you have problems that need to be escalated to a higher level, they will place a request for someone to get back to you depending on the problem.
Call the Technology Support Center at x4357
Email the Technology Support Center at email@example.com