Cisco Unified Communications System End-User Guide

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CiscoUnified Communications SystemEnd-User GuideVersion 1.0Revised 11/19/2012Customized forEast Orange School DistrictNote: Information in this document is drawn from Cisco documentation. These guides have been condensedand simplified in this document. For the full version of these guides, please see the links within the additionalresources section.

TableofContentsIntroduction.3DesktopandWall- Resources.17 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 1

IntroductionThe East Orange School District utilizes a Cisco Unified Communications Manager cluster for handlingall incoming and outbound telephone calls throughout the organization. This Communications Managersystem, together with Cisco IP Phones, Speaker Phones, and Soft Phones (PC-based phones) makesup this phone system. The district uses 5-digit extensions for placing internal calls and for accessingan extension from the auto attendant. In addition to the main phone number, some extensions haveDirect Inbound Dialing which is an outside number which will ring directly to an inside extension.Access to the voice mail system from outside of Carver School can be obtained by dialing 973-2665860 and pressing “*”. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 3

Desktop and Wall-Mounted PhonesPhone OverviewFor desktop and wall-mounted phones throughout the building, the East Orange School Districtprimarily uses the Cisco 7942 and 7962 series phones. Other phones may be used for specific users orapplications; however the operation of these phones is similar to that of the 7900 phones. Figures 1Aand 1B show the layout of these phones.Cisco Unified IP Phone 7965GPhone Overview1.Line or speed-dial buttons – opens a new line,speed-dials a phone number, or ends a call. The7975G has eight lines, the 7965G has six lines andthe 7942G has two lines.2. Phone Screen – Displays information such ascall/line status, phone number and soft key tabs.3. Footstand Button – allows you to adjust the angle ofthe phone base.4. Messages Button – Auto-dials your voice messageservice.5. Directories Button – provides access to phonedirectories and call logs6. Help Button – activates the Help menu7. Settings Button – provides access to phone settingssuch as display contrast and ring type.8. Services Menu – opens and closes the servicesmenu9. Volume Button – increases or decreases handset,headset, ringer or speakerphone volume.10. Speaker Button – toggles the speakerphone on oroff.11. Mute Button – toggles the mute feature on or off.12. Headset Button – toggles the optional headset on oroff.13. Navigation Button – Scrolls through text and selectsfeatures that are displayed on the LCD screen.14. Keypad – Functions like a traditional telephonekeypad.15. SoftKey Buttons – Engages the functions displayedon the corresponding LCD tabs.16. Handset with Indicator Light – Functions like atraditional handset and provides message waitingindicator light and message waiting (stutter) tone. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 4

The phone screen delivers important information about the status of the phone and the call you are on,as well as the options that are available to you for handling the call. Figure 2 indicates a commonscreen and explains the sections of the display.Phone Screen Features - 7962Phone Screen Features1.2.3.4.5.6.7. 2009 Promedia Technology Services, Inc.Unified Communication User GuidePrimary Phone line – Displays the extensionnumber for your primary phone line. If severalfeature tabs are open the phone number andthe time and date alternate display in this area.Icons for programmable buttons -- the icon inthis area will indicate a phone line (a phone),speed dial (a keypad), Phone services option (aglobe) and a phone feature (a bullet)Softkey label – Displays the function of thesoftkey directly below the label.Status line – displays the audio mode icons,status information and prompts.Call activity area – Displays the current calls perline, including caller ID, call duration, and callstate.Phone tab – indicates call activityFeature tabs – each feature menu has acorresponding tab which is visible when thefeature is open.page 5

The operation and features of your phone may vary depending on how your phone is configured by theadministrator. For a more detailed phone user guide, please refer to the website referenced below andselect your phone model.Note: Use only a soft, dry cloth to wipe the phone screen. Do not use any liquids or powders on thephone, as they can contaminate phone components and cause failures.7900 series es/ps379/products user guide list.html 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 6

Cisco Unified IP Phone 6921 – Please refer to the Phone Features found hones/ps10326/ps10343/ip6921 prod tour/index.htmlThe operation and features of your phone may vary depending on how your phone is configured by theadministrator. For a more detailed phone user guide, please refer to the website referenced below andselect your phone model.Note: Use only a soft, dry cloth to wipe the phone screen. Do not use any liquids or powders on thephone, as they can contaminate phone components and cause failures.6900 series phones:http://www.cisco.com/en/US/docs/voice ip comm/cuipph/6921 6941 6961/8 6/english/user guide/6921 6941 6945 6961 enu86.html 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 7

Understanding Lines vs. CallsIt is sometimes easy to confuse lines and calls on your phone. Use these tips to avoid confusion.LinesYour phone supports multiple lines. Each line corresponds to an extension that others can useto call you. The number of lines assigned to your phone depends on how your programmablebuttons have been configured by the administrator. To see how many lines you have look atthat area of your phone screen. You have as many lines as you have phone numbers andphone line icons. The first line is generally your main extension. Subsequent lines aregenerally shared lines. Refer to a later section in this guide for shared lines.CallsEach line can support multiple calls. Therefore, you might find yourself handling several callson one phone line. Most lines are configured for 4 calls per line with a busy trigger of 2 calls.When a line already has 2 calls, a third call will receive a busy flag and will be forwarded tonumber designated in the call forward busy field configured by your administrator. A line with 2calls however can still make a third and fourth call.Understanding Call and Line IconsYour phone displays icons to help you determine the call and linestate (whether it is on hold, ringing, connected, etc.) The adjacenttable may be used as a reference to those icons. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 8

Answering CallsWhen your phone rings the display will indicate the line that is ringing and the source of the call.If the phone is on-hook and you are not on a callYou may lift the receiver to answer the call on the handset. If you wish to you answer the callon speaker, either press the Answer softkey or press the speaker button.If the phone is on-hook and you are already on a callPress the Answer soft key. This will place your current call on hold and connect you to the newincoming call.If the phone is off-hook and you are not on a callPress the Answer softkey to accept the call on the handset. If you wish to answer the call onspeaker, press the speaker key.If the phone is off-hook and you are already on a callPress the Answer softkey, this will place your current call on hold and connect you to the newincoming call.Using Do Not DisturbYou can use the Do Not Disturb (DND) feature to block incoming calls from ringing on your phone. DNDand Call Forward are both enabled on your phone, calls are forwarded and the caller does not hear abusy tone.Your intercom lines still ring when DND is active.To turn on DNDPress the DND softkey. “Do Not Disturb” displays on the phone and the ring tone is turned off.To turn off DNDPress the DND softkey. “Do Not Disturb” will disappear from the phone display.You can use the Do Not Disturb (DND) feature to block incoming calls from ringing on your phone. Thecaller still has to wait for the no answer ring duration to expire before call forward no answer setting istriggered. DND and Call Forward are both enabled on your phone, calls are forwarded and the callerdoes not hear a busy tone.Diverting a Call You Are Not Able to AnswerIf you receive a call when you are not able to answer it, you may press the iDivert or Divert softkey tostop the phone from ringing and send the caller directly to voice mail. iDivert can only be used for callsthat have not been answered. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 9

Placing a CallWhen dialing inside calls you will dial the 4-digit extension.When dialing outside calls you will dial 9 plus 1 plus the area code plus the number.To place a new call using the handset when you are not currently on the phoneLift the handset and dial the number.To place a new call when you are on another callPress the New Call softkey and dial the number. This will place your current call on hold.To place a new call using the speaker phoneWhile the phone is on-hook, press either the New Call softkey or the speaker button and dialthe number.To place a new call using a directory1. Press the directories key on the 7900 & 6900 phones.2. Use the navigation pad to select the directory you wish to use or use the keypad to indicatethe number of your choice.3. Use the keypad to enter a portion of the first and/or last name and press the Search softkey.4. Use the navigation pad, or the keypad to select the entry you wish to call. To stop the call,press the Exit softkey.5. Press the Dial softkey to dial the number as it is displayed or press the EditDial softkey toedit the number before dialing.6. While the call is connecting lift the handset.To return a missed call1. Press the directories key.2. Select “Missed Calls.”3. Use the navigation pad to highlight the missed call you want to return.4. Press EditDial softkey.5. Dial 9.6. Press speaker button or pick-up the handset to place the call.To redial the last number calledLift the handset or leave it on hook for a speaker phone call. Press the Redial softkey.To receive notification when a busy ringing extension is available1. Press the CallBack softkey while listening to the busy tone or ring sound.2. Hang up. Your phone will alert you when the line is free.3. Place the call again.Switching Between CallsTo switch between calls on your phone, use the navigation pad to highlight the call you want to switchto. Press the Resume softkey. The current call will be placed on hold and you will be connected to thehighlighted call. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 10

Ending a CallTo end a call, hang-up the handset or press the EndCall softkey.Transferring a CallTo transfer a call to an inside extension and announce the call1. Inform the caller that you will be transferring them.2. Press the Transfer softkey (7900 & 6900 phones), the caller is now on hold.3. Dial the extension to which you are transferring the call.4. When the receiving party answers announce the call.5. Press the Transfer softkey or Transfer button again to complete the call.Note: If the receiving party is not available, press the End Call softkey, use the navigation padto select the original call, and press the Resume softkey.To transfer a call to an inside extension without announcing the call (blind transfer)1. Inform the caller that you will be transferring them.2. Press the Transfer softkey (7900 & 6900 phones); the caller is now on hold,3. Dial the extension to which you are transferring the call.4. Press the Transfer softkeyTo transfer a call to an external phone number or cell phone number1. Inform the caller that you will be transferring them.2. Press the Transfer softkey (7900 & 6900 phones), the caller is now on hold.3. Dial the number of the phone line to which you are transferring, including 88 plus 1 plus areacode plus number. For local calls, dial 88 plus the 7 digit number.4. When the receiving party answers announce the call.5. Press the Transfer softkeyNote: If the receiving party is not available, press the End Call softkey, use the navigation padto select the original call, and press the Resume softkey.To transfer a call to directly to a user’s voicemail1. Press the Transfer softkey (7900 & 6900 phones), the caller is now on hold.2. Dial * and the 4 digit extension.3. Press the Transfer softkeyNote: The Transfer softkey must be pressed immediately after dialing * and the extension toavoid cutting too much of the voicemail opening greetingPlacing a Call on Hold to be Retrieved at your own ExtensionPress the Hold softkey or button (7900 & 6900 phones)To resume the call, use the up down rocker to highlight the holding call, and press the Resumesoftkey. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 11

Parking a Call (placing a call on hold to be picked up at another extension)Press the Park softkey; the system will display the call parked number, a 4-digit numberbetween 73000 thru 73099To retrieve the call, dial the park number from any extension.Note: The call park number is displayed on the phone for 20 seconds. If the parked call is notpicked up after 360 seconds, it will automatically ring the line or phone that originally parked thecall.Conference CallsTo establish a conference call1. Place or receive the initial conference member call.2. Press the Conf softkey or the Conference button and dial the next call. Announce theconference and press the Conf softkey or Conference button again.3. Repeat step 2 for each additional caller. You may have up to 40 callers conferenced.To establish a conference call by joining calls already on your phone1. Make sure one call is active and the other is on hold.2. Press the Conf softkey or Conference button.3. Press the Line button of the call you want to add to the conference.Managing a Conference CallPressing the ConfList or Details softkey will display a list of all of the members of a conferencecall. To get an updated list of participants while viewing the conference list, press Update. Theuser who established the call may remove a caller by displaying the list using the ConfList orDetails softkey, using the navigation pad to select the member to be removed, and pressing theRemove softkey.Telephone Meetings (Meet Me conferencing)To establish a MeetMe conference meeting1. Press the MeetMe softkey and enter a number between 74000 thru 740992. People joining the meeting will dial the 74000 thru 74099 number you used to establish themeeting and will be joined to the meeting.Forwarding your callsYou can forward your calls to another extension or to an outside cell phone or phone line.1. Press the CFwdAll or FwdAll softkey.2. Dial the extension to forward the calls to or dial 8 plus 1, plus the area code plus the outsidenumber. Press the End Call softkey.3. You may also press the voicemail button or softkey to forward to voicemail.4. To cancel the forward, press the CFwdAll softkey (7900 & 6900 phones)Note: Avoid using Call Forward All for phones with shared lines (extensions that appear onother phones). Calls to the shared line (extensions) will also be forwarded. CFwdAll softkeyonly forwards the calls to the primary line/button. 2009 Promedia Technology Services, Inc.Unified Communication User Guidepage 12

Shared linesShared lines are extensions or lines that appear on more than one phone.Tips The remote line button of a shared line will turn red when the line is in use. You may continue to use the shared line by press

primarily uses the Cisco 7942 and 7962 series phones. Other phones may be used for specific users or applications; however the operation of these phones is similar to that of the 7900 phones. Figures 1A and 1B show the layout of these phones. Cisco Unified IP Phone 7965G 9. 10. Phone Overview 1. Line or speed-dial buttons – opens a new line,