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User`s Guide - TeleVantage

1. L CIM Suite 2 0 S GUIDE USER TELEVANTAGE CTM SUITE USER S GUIDE TELEVANTAGE CTM SUITE 2 0 COPYRIGHT 2002 Artisoft Inc All rights reserved This manual and the software described in it are copyrighted with all rights reserved No part of this publication may be reproduced transmitted transcribed stored in a retrieval system or translated into any language in any form by any means without the written permission of Artisoft Inc The contents of this document are subject to change without notice Every effort has been made to ensure the accuracy of this document However due to ongoing product improvements and revisions Artisoft cannot guarantee the accuracy of printed material after the date of publication nor can it accept responsibility for errors or omissions Artisoft will publish updates and revisions to this document as needed The software referred to in this document is provided under a Software License Agreement Refer to the Software License Agreement for complete details governing the use of the software TRADEMARKS Artisoft and TeleVantage CTM Suite are registered trademarks of Artisoft Inc Intel and Dialogic are registered trademarks of Intel Corporation Polycom and SoundPoint are registered trademarks of Polycom Inc Other brand names company names and product names are trademarks or registered trademarks of their respective companies Artisoft Inc 5 Cambridge Center Cambridge MA 02142 Tel
2. 60 Note If you cannot create a conference call or if you cannot conference a specific TeleVantage CTM Suite user by using these instructions the cause may be the way that user privileges are set up in your company See your TeleVantage CTM Suite administrator Terminating conference calls Normally a conference call ends with all parties hanging up at roughly the same time If you leave the conference early however the conference continues without you The other participants can continue to talk even if you initiated the conference and your company continues to pay for the outgoing calls used to create the conference To avoid this terminate the conference by having each participant hang up CHAPTER 5 ANSWERING AND HANDLING CALLS 5 7 Forwarding your calls Call forwarding causes your calls to ring at another telephone either another TeleVantage CTM Suite extension or an external telephone number This feature is useful when you are working away from your desk for a period of time When call forwarding is on you hear a stutter tone when you pick up your handset Note To forward your calls directly to your voice mailbox forward them to the TeleVantage CTM Voice Mail extension The default extension 8100 may have been changed in your company Ask your TeleVantage CTM Suite administrator which extension to use When forwarding your calls to an external telephone number be sure to enter the access code reguired to place
3. your extension gt your password 1 Voice mail account commands From the Voice Mail Account menu select any of the following commands 1 to listen to your new and old messages or 2 to listen to your saved messages See Listening to your messages on page 6 6 for more information m 3to send a message See Recording and sending new messages on page 6 11 This option is an enhanced feature Ask your TeleVantage CTM Suite administrator if it is available in your company m 4 to manage your greetings See page 3 5 for more about greetings m 6to go to change your account preferences m Press 2 to record or change your voice title see page 3 4 m Press 3 to change your voice mail password see Changing your password on page 3 4 m Press to listen to the voice mail account commands again m 7toend the session and exit your voice mail account Do either of the following m Press 1 to go to the TeleVantage CTM Auto Attendant m Press 2 or stay on the line to end the call CHAPTER 6 VOICE MESSAGING 6 5 Listening to your messages From the Voice Mail Account menu press 1 to listen to your new and old messages or 2 to listen to your saved messages As you listen to each message the following commands are available which are described later in this chapter Voice Message Commands Use after a message plays 1 Replay the message 2 Skip to the next message Delete or undelete the
4. 5 7 retrieving parties 5 7 terminating 5 7 D default greeting 3 5 deleting personal greetings 3 7 voice messages 6 9 dial by name directory 4 3 dialing See placing calls Do Not Disturb 5 9 documentation about 1 4 TeleVantage CTM Suite Reference Card 1 4 TeleVantage CTM Suite User s Guide 1 4 E e mail notification of voice messages 6 4 external calls 4 4 F feature buttons reassigning on Polycom SoundPoint L telephones 2 5 feature codes entering 2 5 table 2 6 feature telephones See Polycom SoundPoint L telephones features 1 3 accessing on telephone 2 3 reassigning buttons on Polycom SoundPoint L telephones 2 5 forwarding calls 5 8 voice messages 6 8 G greeting commands table 3 6 greetings See personal greetings H handling calls about 5 2 accepting calls 5 2 conference calls creating 5 7 terminating 5 7 forwarding calls 5 8 knowing when you have a call 5 2 parking calls 5 6 picking up ringing extensions 5 3 putting calls on hold 5 5 retrieving calls on hold 5 5 parked calls 5 6 transferred calls 5 5 starting another call after putting a call on hold 5 6 transferring calls 5 3 using Do Not Disturb 5 9 hold putting calls on hold 5 5 retrieving calls on hold 5 5 starting another call with a call on hold 5 6 hot lines 4 8 integrated analog feature telephones See Polycom SoundPoint L telephones TELEVANTAGE CTM SUITE USER S GUIDE L last n
5. Auto attendant System that automatically answers telephone calls plays a greeting and then offers a series of voice prompts to help callers reach the appropriate party or extension Using the keys on their touch tone telephones callers enter the extension of the person they are trying to reach if they know it or search for a user in the dial by name directory Station Another name for a telephone or handset Extension Number that callers dial to reach a station Prompt Voice file that presents instructions on how to access a telephone system feature or perform a task For example auto attendant prompts help callers reach the person they are trying to reach Voice mail prompts help users listen to and manage their voice messages External call A call to or from a telephone number outside the TeleVantage CTM Suite system Internal call A call within the Tele Vantage CTM Suite system between two extensions TELEVANTAGE CTM SUITE USER S GUIDE Feature overview TeleVantage CTM Suite allows you to perform the following tasks m Place calls to other TeleVantage CTM Suite extensions and to external numbers Dial other Tele Vantage CTM Suite users by name Use account codes when placing calls Use speed dial shortcuts Use automatic callback on a busy signal or no answer Redial the last number you called Use paging systems and hotlines m Handle calls Transfer calls Put calls on hold Park calls Create conference call
6. Enter the number to dial when the speed dial code is entered Enter the number exactly as it should be dialed including the access code required to make the call TELEVANTAGE CTM SUITE USER S GUIDE Placing calls using speed dial shortcuts To use a system speed dial shortcut 1 Atany TeleVantage CTM Suite telephone pick up the handset and wait for a dial tone 2 Select the Speed Dial feature m On the Polycom SoundPoint L telephone press the Speed Dial button m On the 2500 or CLASS telephone press Flash 77H 3 Enter the speed dial code for the number you want to dial To use a personal speed dial shortcut 1 At your own telephone pick up the handset and wait for a dial tone 2 Select the Call Lists feature m On the Polycom SoundPoint L telephone press the Call Lists button m On the 2500 or CLASS telephone press Flash 744 3 Enter the speed dial code for the number you want to dial Using automatic callback Tf the extension you call is busy or there is no answer you can request an automatic callback to the extension The system will automatically dial the extension until the call is connected successfully or until a timeout period elapses To use automatic callback select the Callback feature m On the Polycom SoundPoint L telephone press the Menu button to refresh the soft key labels in the LCD display and then press the button labeled Calbk m On the 2500 or CLASS telephone press Flash 66 C
7. Dial a personal speed Yes Digit that identifies the Flash 74 dial number personal speed dial number Dial a system speed Yes Digit that identifies the 5 Flash 77 dial number system speed dial number Privacy manual exclusion make a call Flash 64 No on a party line private CHAPTER 2 USING YOUR TELEPHONE 2 7 CHAPTER 3 SETTING UP YOUR VOICE MAIL ACCOUNT CHAPTER CONTENTS About your voice mail account 3 2 Logging on to your voice mail acCOUNt 3 2 Recording your voice e 3 4 Managing your personal greetingS 3 5 Other voice mail account options een 3 8 About your voice mail account The voice mail account set up for you by your Tele Vantage CTM Suite administrator consists of m Your name m Your extension number m An interim voice mail account password Your administrator may have performed the following tasks for you If not you can log on to your voice mail account and perform them at any time Procedures for all of these tasks appear in this chapter m Recording your voice title see page 3 4 Recording a greeting played to callers who reach your voice mailbox see page 3 5 m Changing your voice mail account password see page 3 4 Logging on to your voice mail account You log on to your voice mail account to manage your personal account preferences You can log on from your own TeleVantage CTM Suite telephone or
8. O options unless you mention them in your greeting For more information about recording and managing greetings see page 3 5 TELEVANTAGE CTM SUITE USER S GUIDE To leave a message for another TeleVantage CTM Suite user 1 When you reach the user s voice mailbox record your message at the prompt When you are done hang up to send it or press for more options 2 When you are satisfied with your message press 1 to send the message and then go to the next step For other message recording commands see the table on page 6 8 3 Do one of the following m Press 1 to go to the TeleVantage CTM Auto Attendant Hang up or press 2 to end the call Adding annotations to messages Adding an annotation to a message lets you add more text at the end of the original message You might want to add an annotation if you run out of time while recording the original message or if you just want to add some more information without rerecording the entire message Note Message annotation is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company To add an annotation to a message 1 After recording a message for another user press 4 2 At the prompt record your annotation followed by 8 3 When you are satisfied press 1 to send the annotated message You are returned to a dial tone Recording and sending new messages You can record a new message and send it directly to the voice mail
9. TeleVantage CTM Suite Reference Card Wallet sized reference to TeleVantage CTM Suite telephone features used to manage voice messages personal greetings and account preferences It also lists the feature codes used on some telephones 1 4 TELEVANTAGE CTM SUITE USER S GUIDE CHAPTER 2 USING YOUR TELEPHONE CHAPTER CONTENTS Supported telephones 2 2 Using the Polycom SoundPoint L feature telephone 2 3 Using a 2500 or CLASS telephone 25 Supported telephones You can use the following kinds of telephones with TeleVantage CTM Suite Your TeleVantage CTM Suite administrator can tell you what type of telephone you have m Integrated analog feature telephones Integrated analog feature telephones are versatile feature telephones designed specifically for use with advanced computer based telephone systems like Tele Vantage CTM Suite One example is the Polycom SoundPoint L telephone m Standard single line touchtone desk telephones These telephones are also known as 2500 or POTS telephones m CLASS telephones CLASS telephones are 2500 telephones that support the CLASS features message waiting indicator caller ID and caller ID on call waiting This guide describes how to use the Polycom SoundPoint L 2500 or CLASS telephone with TeleVantage CTM Suite The Polycom SoundPoint L integrated analog feature telephone is used in examples and procedures If you are using a different integrated analog feature telep
10. buttons On the Polycom SoundPoint L telephone not all features are assigned to feature buttons by default Your TeleVantage CTM Suite administrator may change the button assignments on your telephone so that you have one touch access to the features you use most often or the features you need to perform your job For example if you are part of a call pickup group one of the buttons on your telephone should be assigned to the Pickup feature See your administrator for more information on how the feature buttons are set up on your Polycom SoundPoint L telephone Using a 2500 or CLASS telephone When you use a 2500 or CLASS telephone with Tele Vantage CTM Suite you select features by entering feature codes Feature codes are key combinations that you enter using the telephone keypad to access particular features such as turning call forwarding on and off transferring a call putting a call on hold and so forth To enter a feature code on a 2500 or CLASS telephone first signal a Flash a signal to the telephone system that special instructions will follow and then enter the feature code On some 2500 or CLASS telephones there may be a separate Flash button If not guickly depress and release the telephone hook to signal a Flash Typically after signaling a Flash you hear a brief tone indicating that the telephone system received the signal CHAPTER 2 USING YOUR TELEPHONE 2 5 The following table lists the default system wide f
11. from any telephone in the TeleVantage CTM Suite system To log on to your voice mail account 1 Do either of the following m Pick up the handset and dial 8000 On the Polycom SoundPoint L telephone you can also press the Voice Mail button to log on m From your company s auto attendant press Note The default extension 8000 and key may have been changed in your company Ask your TeleVantage CTM Suite administrator which extension or key to use to log on 2 At the prompt enter your telephone extension followed by If you are logging on from your own extension just enter 3 At the next prompt enter your password followed by TeleVantage CTM Suite summarizes the contents of your voice mailbox and then lists the voice mail account commands TELEVANTAGE CTM SUITE USER S GUIDE 4 Press m 1to listen to your new and old messages or 2 to listen to your saved messages See Listening to your messages on page 6 6 for more information These commands are presented only if you have messages in your voice mailbox m 3to send a message See Recording and sending new messages on page 6 11 This option is an enhanced feature Ask your Tele Vantage CTM Suite administrator if it is available in your company m 4to manage your greetings See page 3 5 for more information about greetings m 5 to turn call forwarding on and off Press 1 to forward your calls to this extension or external number This o
12. message 1 Reply to the message 4 2 Forward the message 3 Call back the person who left the message Return to the previous message Save the message Fast forward 5 seconds in the message Recover all recently deleted messages Rewind 5 seconds in the message 19 0 During message introduction Skip to the start of the message While message plays Skip to the end of the message Return to the Voice Mail Account menu Note Commands 7 message fast forward and 9 message rewind are enhanced features ask your TeleVantage CTM Suite administrator if they are available in your company If you have access to a e mail you may be able to listen to your voice messages from your computer See E mail notification of voice messages on page 6 4 for details 6 6 TELEVANTAGE CTM SUITE USER S GUIDE Acting on your messages After you listen to a voice message you can do any of the following Reply with a voice message of your own Forward the message to another TeleVantage CTM Suite user Call back the person who left the message Save the message Delete the message Each of these options is described in this chapter Replying to messages Replying to a voice message lets you return a message of your own to the user who left the original message The original message is not included with the reply You can send the reply to additional Tele Vantage CTM Suite users as
13. messages 6 6 message recording commands table 6 8 recording new messages 6 11 recovering deleted messages 6 10 replying to messages 6 7 saving messages 6 9 screening calls 5 2 sending new messages 6 11 using logon shortcuts 6 4 voice mailboxes 6 2 voice messages about 6 3 e mail notification 6 4 message types heard messages 6 3 new messages 6 3 old messages 6 3 private messages 6 3 saved messages 6 3 unheard messages 6 3 urgent messages 6 3 new message indicators 6 4 voice mail account commands table 6 5 TELEVANTAGE CTM SUITE USER S GUIDE terminating conference calls 5 7 transferring calls 5 3 blind transfers 5 3 retrieving transferred calls 5 5 supervised transfers 5 3 transfer targets table 5 4 transfer types 5 3 U using 2500 telephones 2 5 account codes 4 5 analog feature telephones 2 3 authorization codes 4 5 CLASS telephones 2 5 dial by name directory 4 3 Do Not Disturb 5 9 feature telephones 2 3 hot lines 4 8 integrated analog feature telephones 2 3 logon shortcuts 6 4 paging devices 4 8 Polycom SoundPoint L telephones 2 3 V verbal call screening 5 2 viewing speed dial shortcuts on Polycom telephone 4 6 voice mail See Tele Vantage CTM Voice Mail voice mailboxes 6 2 voice messages about 6 3 adding annotations 6 11 calling back caller who left message 6 9 commands table 6 6 deleting 6 9 e mail notification 6 4 forwarding 6 8 leaving
14. the call To turn call forwarding on and off select the Toggle Forwarding feature m On the Polycom SoundPoint L telephone m To turn call forwarding on pick up your telephone and press the Forward button Enter the number to which you want to forward your calls The number you enter appears in the LCD display m To turn call forwarding off press the Forward button again m On the 2500 or CLASS telephone m To turn call forwarding on pick up your telephone and press Flash 72 followed by the number to which you want to forward your calls m To turn call forwarding off pick up your telephone and press Flash 69 Note You can also turn call forwarding on and off by pressing 5 after logging in to your voice mail account See page 3 2 for details Call forwarding on busy or no answer If you are busy on another call or not available your calls are sent by default to your voice mailbox Your Tele Vantage CTM Suite administrator can specify another location You cannot set your busy call forwarding or no answer call forwarding locations yourself Note The no answer call forward location is also the location to which your calls are sent when you put your telephone in Do Not Disturb mode 5 8 TELEVANTAGE CTM SUITE USER S GUIDE Putting your telephone in Do Not Disturb mode When you put your telephone in Do Not Disturb mode all incoming calls are sent directly to the location specified by your Tele Vantage CTM Suite administ
15. your Tele Vantage CTM Suite administrator can set up your account so that you automatically receive an e mail notifying you when you receive a new voice message Optionally an audio file can be attached to the e mail so that you can listen to the voice message from your computer Note E mail notification of voice messages is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company To listen to your voice messages log on to your voice mail account following the instructions on page 3 2 or use the shortcuts described in the next section You can log on from your own Tele Vantage CTM Suite telephone or from any telephone in the Tele Vantage CTM Suite system Using logon shortcuts You can string together Tele Vantage CTM Suite telephone commands to bypass prompts and messages The following steps take you directly to your new voice messages bypassing the mailbox summary 1 Do either of the following m Pick up the handset and dial 8000 On the Polycom SoundPoint L telephone you can also press the Voice Mail button to log on Note The default extension 8000 may have been changed in your company Ask your TeleVantage CTM Suite administrator which extension to dial TELEVANTAGE CTM SUITE USER S GUIDE m From your company s Auto Attendant press 2 From your own extension enter lt your password gt 1 From any other extension in the Tele Vantage CTM Suite system enter
16. 4 5 answering calls 5 2 authorization codes 4 5 conference calls 5 7 Do Not Disturb 5 9 documentation 1 4 e mail notification of voice messages 6 4 forwarding calls 5 8 handling calls 5 2 hot lines 4 8 message review order 3 8 paging devices 4 8 parking calls 5 6 personal greetings 3 5 personal operator 3 8 placing calls 4 2 prohibited numbers 4 4 putting calls on hold 5 5 speed dial shortcuts 4 5 technical support 1 4 telephones 2500 telephones 2 2 CLASS telephones 2 2 integrated analog feature telephones 2 2 Polycom SoundPoint L telephones 2 3 TeleVantage CTM Suite 1 2 TeleVantage CTM Voice Mail 6 2 transferring calls 5 3 voice mailboxes 6 2 voice messages 6 3 voice title 3 4 voice mail account 3 2 accepting calls 5 2 access codes 4 4 accessing telephone features 2 3 account codes 4 5 acting on voice messages 6 7 active greeting 3 5 analog feature telephones See Polycom SoundPoint L telephones annotating voice messages 6 11 answering calls 5 2 authorization codes 4 5 automatic callback 4 7 B blind transfers 5 3 buttons reassigning on Polycom SoundPoint L telephones 2 5 C call announcing 5 2 call handling See handling calls call park groups 5 6 call pickup groups 5 3 call screening 5 2 calling See placing calls calls See handling calls CLASS telephones about 2 2 feature codes entering 2 5 table 2 6 using 2 5 conference calls creating
17. CONTENTS About placngcalls ee 4 2 Calling another TeleVantage CTM Suite user 4 3 Making external calls rennen 4 4 Entering account codes when placing calls 4 5 Using speed dial shortcuts 0 0 00 eee ee eee eee 4 5 Using automatic callback 4 7 Redialing the last number you dialed 0 4 8 Starting a new call while you are already on acall 4 8 USING NOU MO Se pito tenn ka flan na 4 8 Using paging deviceS erer eee er eee 4 8 About placing calls Using TeleVantage CTM Suite you can pick up your telephone and place a call to another extension or to an external number in the same way that you place calls using other telephone systems You can also place a call using any of the following methods All these methods are described in this chapter m Dial another user by name m Place acall using an account code m Use speed dial shortcuts m Use automatic callback on a busy signal or no answer Redial the last number you dialed The following additional ways to place a call are described in other chapters m Create a conference call see page 5 7 m Call back a caller who left you a voice message see page 6 9 On a 2500 or CLASS telephone you use feature codes to access many of these features See page 2 6 for a complete list of Tele Vantage CTM Suite feature codes If you hear a stutter tone If you hear a stutter tone whe
18. HAPTER 4 PLACING CALLS 4 7 Redialing the last number you dialed You can automatically redial the last external number you dialed You cannot automatically redial an extension number To redial the last number you dialed select the Redial feature m On the Polycom SoundPoint L telephone press the Redial button m On the 2500 or CLASS telephone press Flash 78H Starting a new call while you are already on a call If you are on a call and want to start another call put the first call on hold See Putting calls on hold on page 5 5 Using hot lines A hot line is a telephone that automatically dials a preconfigured number Examples of hot lines include an assistance telephone at an automatic teller machine or a security telephone To use a hot line pick up the handset and wait for the call to be answered Using paging devices TeleVantage CTM Suite supports the following types of paging devices Loudspeaker paging devices let you broadcast announcements throughout the paging area m Zone paging devices also called code call paging devices allow you to make announcements in specific physical locations or zones To make an announcement on a loudspeaker paging device 1 Pick up the handset and wait for a dial tone 2 Select the Loudspeaker Paging feature m On the Polycom SoundPoint L telephone press the feature button assigned to the Loudspeaker Paging feature See Reassigning feature buttons on page 2 5 for more i
19. LCD display and then press the button labeled Rtrv m On the 2500 or CLASS telephone press Flash 60 Putting calls on hold When you put the current call on hold you hear a dial tone and you can start another call You can have only one call on hold at a time Depending on how your system is set up calls that you put on hold may automatically ring your extension back one or more times If you do not pick up the call when it rings back the call goes to your no answer call forward location typically your voice mailbox Ask your TeleVantage CTM administrator if your system is set up this way To put a call on hold select the Hold feature m On the Polycom SoundPoint L telephone do either of the following m Press the Menu button to refresh the soft key labels in the LCD display and then press the button labeled Hold m Press the feature button assigned to the Hold feature See Reassigning feature buttons on page 2 5 for more information m On the 2500 or CLASS telephone press Flash 63 Note If you cannot put any calls on hold or if you cannot put a call from a specific TeleVantage CTM Suite user on hold by using these instructions the cause may be the way that user privileges are set up in your company See your TeleVantage CTM Suite administrator To retrieve a call on hold select the Retrieve From Hold feature m On the Polycom SoundPoint L telephone repeat the step you used to put the call on hold m O
20. NTAGE CTM SUITE USER S GUIDE About voice messages When you listen to your voice messages each message is preceded by a brief introduction that includes the date and time the message was left and the name of the person who left the message Optionally other information may be included in the introduction For example if the message was forwarded to you by another Tele Vantage CTM Suite user the introduction includes the forwarding date and time the date and time the original message was left and a brief introductory message from the forwarding user After the introduction the message plays as it was recorded by the person who left it New old and saved messages When you open your voice mailbox Tele Vantage CTM Suite summarizes your messages for example You have 3 new messages 7 old messages and 1 saved message m A new message is one you have not yet listened to All new messages are delivered into the Inbox folder of your voice mailbox m An old message is one you have already listened to All old messages remain in your Inbox until you delete them m A saved message is one that you explicitly save to the Saved folder of your voice mailbox You might save a message that you want to keep but don t want to listen to every time you access your Inbox All saved messages remain in your Saved folder until you delete them Urgent and private messages When leaving a message the caller can mark the message as urgent o
21. TS oooooooo 6 10 Adding annotations to Mmessages oo 6 11 Recording and sending new messages oo 6 11 Ie nam aa Han kimia Li CONTENTS Getting Started CHAPTER 1 ABOUT TELEVANTAGE CTM SUITE CHAPTER CONTENTS About TeleVantage CTM Suite o 1 2 Feature overview 1 3 Where to get bein 1 4 About TeleVantage CTM Suite TeleVantage CTM Suite is a unigue modular software based telephone system It includes TeleVantage CTM SoftSwitch which provides traditional telephone system call support and applications such as Tele Vantage CTM Voice Mail which add powerful additional features such as voice mail and personal greetings In this guide This guide is designed for people who use the Tele Vantage CTM Suite telephone system It explains how to use the features listed on page 1 3 Terms you should know Understanding the following basic terms will help you get the most out of this guide Other terms are explained later in this guide when specific features are introduced Voice mail System that prompts callers to leave messages when the recipients are busy or unavailable to answer their telephones and then records and stores voice messages for playback Later message recipients can listen to and manage the messages in their voice mailbox for example replying to a message calling back the person who left a message forwarding a message to another extension and so forth
22. and sending new messages 6 11 About TeleVantage CTM Voice Mail This chapter explains how to listen to and act on your voice messages using TeleVantage CTM Suite Voice Mail and how to leave a voice message for another user In addition the following messaging features are discussed m Message fast forward and rewind m Message reply m Message forwarding m Message callback m Message annotation New message record and send Note These features are enhanced features ask your TeleVantage CTM Suite administrator if they are available in your company Your voice mailbox All your voice messages are delivered into your personal voice mailbox Your voice mailbox has a limited amount of disk space in which to store voice messages Check with your TeleVantage CTM Suite administrator to see how many total minutes you have been allotted The default voice mailbox size for TeleVantage CTM Suite users is 20 minutes All your voice messages count against your total mailbox space including messages that you have deleted but which have not yet been removed from the system When your total mailbox space is used up callers are unable to leave you voice mail Instead they are told that your mailbox is full If your mailbox is nearly full when you log in to your voice mail account you are prompted to permanently remove deleted messages from the system Messages are not actually deleted until you exit your voice mail account 6 2 TELEVA
23. box of one or more Tele Vantage CTM Suite users Note Recording and sending a new message is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company To record a new message 1 If you have not already done so log on to Tele Vantage CTM Voice Mail Account following the instructions on page 3 2 From the main menu press 3 At the prompt record the new message Press when you are done CHAPTER 6 VOICE MESSAGING 6 11 To complete your message use the same message recording commands described in Leaving messages for other users on page 6 10 When you are satisfied with the message press 1 and then goto the next step For other message recording commands see the table on page 6 8 Enter the extensions to which you want to send the message m To send the message to a single user enter the user s extension followed by To send the message to more than one extension follow the prompts to enter each additional extension If you do not know a user s extension look the user up in the dial by name directory See Dialing a user by name on page 4 3 m To send the message to all extensions enter 8888 Sending a message to all extensions may take a few seconds 6 12 TELEVANTAGE CTM SUITE USER S GUIDE INDEX Numerics 2500 telephones about 2 2 feature codes entering 2 5 table 2 6 using 2 5 A about access codes 4 4 account codes
24. ctions the cause may be the way that user privileges are set up in your company See your TeleVantage CTM Suite administrator Transferring calls Use the Transfer feature to send a call to another Tele Vantage CTM Suite extension to an external number or to the auto attendant your company s main menu Note The default extension for the Tele Vantage CTM Auto Attendant 7000 may have been changed in your company Ask your TeleVantage CTM Suite system administrator for the extension to use You can perform either of the following types of transfer Supervised transfer Talk to the recipient first for example to see if the recipient will accept the call and then transfer the call Blind transfer Transfer the call without talking to the recipient first Depending on how your system is set up if the call is not picked up it may CHAPTER 5 ANSWERING AND HANDLING CALLS 5 3 automatically ring your extension back one or more times If you do not pick up the call when it rings back the call goes to your no answer call forward location typically your voice mailbox Ask your Tele Vantage CTM administrator if your system is set up this way To transfer a call 1 While on an active call select the Transfer feature m On the Polycom SoundPoint L telephone do either of the following m Press the Transfer button m Press the Menu button to refresh the soft key labels in the LCD display and then press the button labeled Trf
25. d so that all employees can guickly dial the employee benefits coordinator You or your administrator can also set up personal speed dial shortcuts which can only be used at your own telephone Your personal speed dial shortcuts are separate from the system speed dial shortcuts For example you might use your own personal speed dial shortcut 4 to dial a family member Viewing speed dial shortcuts On the Polycom SoundPoint L telephone you can view the number associated with each system or personal speed dial shortcut in the LCD when you place a call using the shortcut see Placing calls using speed dial shortcuts on page 4 7 You cannot view the numbers associated with speed dial shortcuts on the 2500 telephone Ask your Tele Vantage CTM Suite administrator for a list of the speed dial shortcuts available for your use Setting up personal speed dial shortcuts 1 Select the Set Personal Speed Dial feature m On the Polycom SoundPoint L telephone press the feature button assigned to the Set Personal Speed Dial Number feature and then press See Reassigning feature buttons on page 2 5 for more information m On the 2500 or CLASS telephone press Flash 75 2 Enter the speed dial code On the Polycom SoundPoint L telephone the number currently assigned to that speed dial code is displayed in the LCD display On the 2500 telephone there is no indication if the speed dial code you entered has been defined previously 3
26. duce the forwarded message For example you might record Bob this is Jim I received this message and thought you would want to hear it You cannot forward a private message or forward a message to someone who is not an TeleVantage CTM Suite user Note Message forwarding is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company To forward a message 1 While listening to a message or after it has played press 4 2 2 At the prompt record your own message Press when you are done 3 If you are satisfied with the message press 1 and go to the next step For other message recording commands see the preceding table TELEVANTAGE CTM SUITE USER S GUIDE 4 Enter the extensions to which you want to forward the message To forward the message to a single user enter the user s extension followed by To forward the message to more than one extension follow the prompts to enter each additional extension If you do not know a user sg extension look the user up in the dial by name directory See Dialing a user by name on page 4 3 m To forward the message to all extensions enter 8888 Sending a message to all extensions may take a few seconds Calling back a caller who left a message You can call back the person who left you a message m For a message left by another user Tele Vantage CTM Suite dials the user s extension m For a message left by an e
27. e Vantage CTM Suite User s Guide Edition 2 0 81 6601 1 Artisoft Inc 05 1647 003 Intel Corporation CONTENTS Getting Started Chapter 1 About TeleVantage CTM Suite ooo oom 1 1 About TeleVantage CTM Suite oo 1 2 In THIS QU Ie ban ba en 1 2 Terms you should KNOW oooo oWomo mma 1 2 A Bee benih aan uan hain 1 3 Where to get hel Pp senen Eed 1 4 Technical SUpport ieira aln nisn iaeo isa Hadi 1 4 TeleVantage CTM Suite documentation 1 4 Chapter 2 Using Your Telephone io oom 2 1 Supported telephones 24r4240n4 none nnnnnnenonnnnonernnernnnnnenennen onen 2 2 Accessing features using your telephone s 2 3 Using the Polycom SoundPoint L feature telephone 2 3 Using a 2500 or CLASS telephone nenn 2 5 Chapter 3 Setting Up Your Voice Mail Account ii 3 1 About your voice mail account 3 2 Logging on to your voice mail account 3 2 Changing your password ooo oom nana 3 4 Recording your voice title oooo ooWoannaaaaa 3 4 Voice title etiquette o ooooooo Komo nenen 3 4 Managing your personal goreetngs nono 3 5 The default greeting roorooo Women 3 5 The active greeting oom 3 5 Listening to your greetings ooomooooomnaaaa 3 6 Rerecording QreetingS cnn nennen nennen nn 3 6 Recording new greetings oooooooomooo oo 3 7 Making a greeting active ooo o
28. e ecco 2 0 22 ee ee 5 2 Knowing when you have a call 5 2 ACCEPTING Be UE 5 2 Accepting calls using call screenimg ernennen nenne 5 2 Picking up calls at other ringing extensions ieee eee 5 3 Transferring callS coin naa 5 3 Retrieving transferred Calls 5 5 Putting calls on hold nana 5 5 Starting another call after putting a call on hold 5 6 Wale De 5 6 Creating conference calls oooooo oom 5 7 Terminating conference Calls ocooonicccncncncnnncnnconnnccnncnncnnccnnnnnnnnnos 5 7 Forwarding your calls nana 5 8 Call forwarding on busy or NO ANSWEeT ooo oomooo 5 8 Putting your telephone in Do Not Disturb mode oooo 5 9 TELEVANTAGE CTM SUITE USER S GUIDE Voice Messaging Chapter 6 Voice Messaging oom 6 1 About TeleVantage CTM Voice Mail 6 2 s eeler Can le 6 2 About voice MESSAGES ENEE 6 3 Knowing when you have new Messages uunnssnnersnnnnsnnnennnnennnnen nenn 6 4 E mail notification of voice messages 6 4 Logging OM RE 6 4 Using logon ShOrtcUtS coords nen GA Voice mail account Commande A 6 5 Listening to your messages oo ooooommnaaan 6 6 Acting on your messages 6 7 Replying to messages 6 7 Forwarding messages to other users coococcccncocccccocnnononnnarnnancnnnnn cnn 6 8 Calling back a caller who left a message ieee eee en 6 9 SAVING Messages EE 6 9 Deleting messages 6 9 Leaving messages for other USE
29. each your voice mail for example This is Neil I am out of the office right now but leave me a message and I will get back to you soon Your greeting can also mention other options that are available to the caller for example m Press after leaving your message for more options m Press 0 at any time to transfer to the operator m Press during the greeting to skip the rest of the greeting and begin leaving your message By default a greeting can be up to 3 minutes long See your TeleVantage CTM Suite administrator for the maximum greeting length used in your company The default greeting Your Tele Vantage CTM Suite account comes with a default greeting that callers hear until you record a new one The default greeting says The person you have attempted to reach is unavailable Please leave a message after the tone When finished hang up or press the key for more options If you need immediate assistance press 0 The active greeting The active greeting is the greeting that Tele Vantage CTM Suite plays when callers reach your voice mail All callers hear your active greeting Only one greeting at a time can be the active greeting Follow the instructions on page 3 7 to record a new customized greeting and make it active CHAPTER 3 SETTING UP YOUR VOICE MAIL ACCOUNT 3 5 Listening to your greetings 1 If you have not already done so log on to your voice mail account according t
30. eature codes used with 2500 and CLASS telephones The default feature codes may have been changed on your system Ask your TeleVantage CTM Suite administrator for the feature codes to use Feature Feature Code Extra Digits Reguired Yes Extension or number Turn call forwarding on Flash 72 to which you want to forward your calls Turn call forwarding off Flash 69 No Put a call on hold Flash 63 No Retrieve a call call on Yes for parked call hold parked call a Flash 60 only Extension at which transferred call or call is parked conference call Park a call retrieve a Flash 768 Yes Extension at which you parked call want to park the call Pick up a call at Flash 65 Yes Extension at which the another extension call is ringing Transfer a call Flash 714 EEN want to transfer the call Turn Do Not Disturb on Flash 62 No and off Redial the last number Flash 784 No called Make an announcement on a Flash 67 No loudspeaker paging system Create a conference Flash 794 No call mara an Yes Paging zone in which announcement on a Flash 70 l to make the announcement zone paging system Request callback Flash 66 No 2 6 TELEVANTAGE CTM SUITE USER S GUIDE Feature Feature Code Extra Digits Reguired Cual Yes Digit that identifies the gn Flash 75 speed dial number plus the speed dial number number to call
31. ed by the telephone number When you dial an external number you may notice a delay before the call is sent to the telephone company You can eliminate this delay and place the call immediately by pressing the key after dialing for example 9 555 12124 Note You do not need to use access codes to call another TeleVantage CTM Suite user About prohibited numbers Depending on how your Tele Vantage CTM Suite system is set up you may not be able to make one or more of the following types of external calls m Calls to directory assistance m International calls m Calls to 7 or 10 digit local numbers m Long distance calls If you are restricted from making an external call you hear a busy tone after you dial a prohibited number See your Tele Vantage CTM Suite administrator for more information TELEVANTAGE CTM SUITE USER S GUIDE Making long distance calls To make along distance call dial the access code for long distance calls followed by the telephone number If the call does not go through you may be restricted from making this type of call Placing calls using authorization codes When dialing certain types of telephone numbers you may be reguired to enter an authorization code in order for the call to go through See your Tele Vantage CTM Suite administrator for details about how authorization codes are used in your company and the specific codes you should use To place a call using an authorization code dia
32. er m On the 2500 or CLASS telephone press Flash 71 2 When you hear a dial tone enter the number to which you want to transfer the call The following table lists the possible transfer targets and the numbers to enter to transfer to each one Transfer target Transfer number Another TeleVantage CTM Suite user User s extension Auto attendant s Your company s auto attendant extension The default extension is 7000 Complete number An external telephone number l including access code 3 For a blind transfer hang up the telephone For a supervised transfer stay on the line until the call is answered If the recipient accepts the transfer hang up Note If you cannot transfer any calls or if you cannot transfer a call from a specific TeleVantage CTM Suite user by using these instructions the cause may be the way that user privileges are set up in your company See your TeleVantage CTM Suite administrator 5 4 TELEVANTAGE CTM SUITE USER S GUIDE Retrieving transferred calls You can retrieve a transferred call at any time until you complete the transfer by hanging up your telephone For example on a supervised transfer if the other party declines to accept the call retrieve the call to speak to the caller again To retrieve a transferred call select the Retrieve from Transfer feature m Onthe Polycom SoundPoint L telephone press the Menu button to refresh the soft key labels in the
33. gs and activate them for different occasions For example you can have a normal greeting for everyday use another for extended absences and a third for vacations Note Multiple greetings is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company You have a limited amount of disk space available for your greetings When your total space is used up you will not be able to make recordings See your TeleVantage CTM Suite administrator for the total size of all greetings that you can record To record a new greeting 1 If you have not already done so log on to your voice mail account according to the instructions on page 3 2 2 From the main menu press 4 6 At the prompt record the new greeting and then press TeleVantage CTM Suite plays the new greeting back to you To make the new greeting the active greeting press 3 To save the new greeting but revert to the previous active greeting press 5 You can also choose any of the greeting commands listed in the table on page 3 6 5 When you are satisfied with your new greeting press to return to the previous menu Making a greeting active To make a greeting the active greeting press 3 while listening to it or after it has played Restoring the previous version of a greeting While rerecording a greeting you can restore the previous version as of the last time you exited the Greetings menu To restore the previous version
34. hone the buttons indicators display area and other telephone features may be different See the documentation that came with your telephone for more information 2 2 TELEVANTAGE CTM SUITE USER S GUIDE Accessing features using your telephone The kind of telephone you use determines how you access Tele Vantage CTM Suite features as follows m To use call control features for example put a call on hold transfer a call and so forth and to forward your calls or send all your calls directly to voice mail you use either of the following methods depending on your telephone type m Onan analog feature telephone such as the Polycom SoundPoint L telephone use the feature buttons and soft keys on the telephone See Using the Polycom SoundPoint L feature telephone on page 2 3 for more information On a 2500 or CLASS telephone enter feature codes using the telephone keypad See Using a 2500 or CLASS telephone on page 2 5 for more information m To listen to and act on your voice messages set your voice mail account preferences and record personal greetings on any the 3 types of telephones you respond to prompts using your telephone keypad Entering extra digits to complete a feature Depending on the feature you may be required to enter extra digits for example the destination extension when transferring a call You can include the extra digits if you know what to enter when you select the feature or you can wait t
35. is a short recording of your name TeleVantage CTM Suite uses your voice title when building prompts In order to fit appropriately into the prompts your voice title should not be along recording or a greeting Itis a recording of your name only Your voice title is used in the following ways When callers dial your extension or are transferred to you they hear Transferring to your voice title as in Transferring to Amy Nordberg When callers look you up in the dial by name directory they hear For your voice title press 1 as in For Amy Nordberg press 1 Voice title etiquette Because your voice title is played to callers from outside your company be sure that it is understandable and presents a professional image avoid nicknames humor and sound effects To record your voice title 1 If you have not already done so log on to your voice mail account according to the instructions on page 3 2 From the main menu press 6 2 Your current voice title plays Press 1 to change your voice title Record your name and then press TeleVantage CTM Suite plays the new voice title back to you m To change it press 1 m To revert to your old voice title press 2 When you are satisfied with your new voice title press to return to the previous menu TELEVANTAGE CTM SUITE USER S GUIDE Managing your personal greetings Your personal greeting is a recording that callers hear when they r
36. l the access code and telephone number followed by the authorization code Entering account codes when placing calls If your company uses billing accounts in order to track the cost of telephone calls made by individuals by departments or for specific projects you may be prompted to enter an account code when you place a call related to a particular account in order for the call to go through See your Tele Vantage CTM Suite administrator for details about how account codes are used in your company and the specific account codes you should use To place a call using an account code 1 Dial the telephone number 2 At the prompt enter the account code followed by Using speed dial shortcuts Speed dialing simplifies dialing numbers that you call freguently Instead of dialing the complete number you dial a speed dial shortcut instead A speed dial shortcut consists of the following m A button that you press on the Polycom SoundPoint L telephone On the 2500 telephone you enter a feature code instead of pressing a button m A number that Tele Vantage CTM Suite dials automatically when you press the button or enter the feature code This number can be another extension or a full telephone number including access code CHAPTER 4 PLACING CALLS 4 5 Your TeleVantage CTM Suite administrator can specify up to 10 system speed dial shortcuts that can be used at any telephone For example system speed dial shortcut 4 might be use
37. mailbox While listening to your messages m To recover the current message press 3 m To recover a specific message press 2 to cycle through your messages until you hear the message again then press 3 m To recover all recently deleted messages press 8 Note You cannot recover messages after you hang up or exit your voice mail account Leaving messages for other users When you reach another Tele Vantage CTM Suite user s voice mailbox you hear that user e active greeting followed by a tone that signals the start of message recording You can cut short the greeting and go directly to the tone by pressing The maximum length for a voice message is set by your Tele Vantage CTM Suite administrator If your message exceeds the time limit the message will be cut off Note By default a voice message can be up to 3 minutes long See your TeleVantage CTM Suite administrator for the maximum message length used in your company To end a message do either of the following m Hang up to send the message m Press for more options At any time while recording or after completing the message you can press 0 to transfer to the main operator Note The default main operator extension 0 may have been changed in your company Ask your TeleVantage CTM Suite administrator which extension to use to reach the main operator Keep in mind that callers who are leaving you a message in your own voice mailbox will not know about the or
38. may have been changed in your company Ask your TeleVantage CTM Suite administrator which extension to dial Press 9 to go to the dial by name directory At the prompt enter the first few letters of the user s last name If the system finds a match it transfers you automatically If more than one directory entry matches the letters you type each one is presented along with a number that you can enter to connect to the user as in For Shannon Rose Ryan press 1 For Stephen Ryan press 2 CHAPTER 4 PLACING CALLS 4 3 Making external calls TeleVantage CTM Suite makes it easy to place different kinds of external calls directly from your telephone Depending on how your system is set up these can include the following types of calls m External calls m Calls to another Tele Vantage CTM Suite system such as a branch office m Internet calls Your Tele Vantage CTM Suite administrator can tell you what types of calls are available in your company About access codes Each type of call has an access code that you must dial before you dial the telephone number For example many U S businesses use 9 as the access code to begin an external call as in 9 555 1212 To place a call over the Internet you might have to dial an access code of 7 first Your Tele Vantage CTM Suite administrator can tell you which access code to use for each type of call available in your company To dial an external number dial the access code follow
39. messages for other users 6 10 message recording commands table 6 8 message types heard messages 6 4 new messages 6 3 old messages 6 3 private messages 6 3 saved messages 6 3 unheard messages 6 3 urgent messages 6 3 new message indicators 6 4 recording new messages 6 11 recovering deleted messages 6 10 saving 6 9 sending new messages 6 11 voice messaging See Tele Vantage CTM Voice Mail voice title about 3 4 etiquette 3 4 recording 3 4 voice mail account about 3 2 changing password 3 4 logging on 3 2 using shortcuts 6 4 message review order 3 8 personal operator 3 8 voice message commands table 6 6 INDEX tient 5 Cambridge Center Cambridge Massachusetts 02142 Sales 617 354 0600 or 800 914 9985 Fax 617 354 7744 http www artisoft com 2001 Artisoft Inc All rights reserved Artisoft is a registered trademark and TeleVantage is a trademark of Artisoft Inc Specifications subject to change without notice Printed in USA 81 6601 1 05 1647 003
40. n the 2500 or CLASS telephone press Flash 60 CHAPTER 5 ANSWERING AND HANDLING CALLS 5 5 Starting another call after putting a call on hold Parking calls To get a dial tone to start another call after putting a call on hold hang up and then pick up the handset When you park a call you put it on hold using a special extension number Then a user at any telephone in the same call park group can retrieve the parked call by entering the special extension number Depending on how your system is set up calls that you park may automatically ring your extension back one or more times If you do not pick up the call when it rings back the call goes to your no answer call forward location typically your voice mailbox Ask your Tele Vantage CTM administrator if your system is set up this way Note If you cannot park a call or retrieve a parked call by using these instructions the cause may be the way that user privileges are set up in your company See your TeleVantage CTM Suite administrator To park a call 1 While on an active call select the Park feature m On the Polycom SoundPoint L telephone press the feature button assigned to the Park feature See Reassigning feature buttons on page 2 5 for more information m On the 2500 or CLASS telephone press Flash 76 2 To park the call on your own extension hang up or press To park a call on another extension wait for a dial tone and then enter the extension n
41. n you pick up your handset to make a call itindicates one or more of the following conditions m You have received a new voice message See page 6 4 m Your calls are being forwarded to another location See page 5 8 m Your telephone is in Do Not Disturb mode See page 5 9 4 2 TELEVANTAGE CTM SUITE USER S GUIDE What to do if your call does not go through Occasionally your call may not go through If any of the following events occurs take the action specified m If you hear a busy signal try again later or use automatic callback See page 4 7 m If you hear atrunk busy signal also known as afast busy signal it means that all outbound Tele Vantage CTM Suite trunks are busy handling calls Try again later m If you hear ablocked call message it means that you are not allowed to dial that specific number See your Tele Vantage CTM Suite administrator for more information Calling another TeleVantage CTM Suite user You can dial another Tele Vantage CTM Suite user by extension or by name Dialing a user extension To dial another Tele Vantage CTM Suite user pick up the handset listen for a dial tone and then enter the user s extension Dialing a user by name If you do not know a TeleVantage CTM Suite user s extension you can look it up in the dial by name directory To dial a user by name 1 Pick up the handset and dial 7000 to reach the TeleVantage CTM Auto Attendant Note The default extension 7000
42. nding on how call screening is set up you may be able to do any of the following Screen internal calls A user s voice title is played to announce an internal call m Screen external calls An external caller may be prompted to say their name and you hear that recording to announce an external call Otherwise you hear the prompt Call from external caller 5 2 TELEVANTAGE CTM SUITE USER S GUIDE Note Call screening is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company To accept a call using call screening 1 Pick up the telephone and listen to the caller s name or other prompt 2 Do one of the following m Press 1 to accept the call You are connected with the caller m Press 2 to send the call to your voice mail Picking up calls at other ringing extensions If you are a member of a call pickup group you can pick up incoming calls that are ringing the extensions of any members of the group To pick up a call 1 Pick up your telephone and wait for a dial tone 2 Select the Pickup feature m On the Polycom SoundPoint L telephone press the button assigned to the Pickup feature See Reassigning feature buttons on page 2 5 for more information m On the 2500 or CLASS telephone press Flash 65 3 When you hear a dial tone enter the extension that is ringing You are connected with the call Note If you cannot pick up a call by following these instru
43. nformation m On the 2500 or CLASS telephone press Flash 67 3 When you are connected with the paging device make your announcement 4 To end the page hang up On the Polycom SoundPoint L telephone you can also press the Loudspeaker Paging button again to end the page 4 8 TELEVANTAGE CTM SUITE USER S GUIDE To make an announcement on a zone paging device 1 2 Pick up the handset and wait for a dial tone Select the Zone Paging feature m On the Polycom SoundPoint L telephone press the feature button assigned to the Zone Paging feature See Reassigning feature buttons on page 2 5 for more information m On the 2500 or CLASS telephone press Flash 704 Enter the 2 digit paging zone access code 01 10 for the zone in which you want to make your announcement When you are connected with the paging device make your announcement To end the page hang up On the Polycom SoundPoint L telephone you can also press the Zone Paging button again to end the page CHAPTER 4 PLACING CALLS CHAPTER 5 ANSWERING AND HANDLING CALLS CHAPTER CONTENTS About call handling nennen 5 2 AcceptingicallS sssini dai 5 2 Transterting Calls ii 5 3 Putting callson Pol movi ia ae ees 5 5 Parking Call ui rs 5 6 Creating conference call 5 7 Forwarding your calls cece 5 8 Putting your telephone in Do Not Disturb mode 5 9 About call handling TeleVantage CTM S
44. o Wo oooooo 3 7 Restoring the previous version of a greeting ooooiiccnnnconinmmmmm 3 7 Deleting greetings 20 esceseesseseeeeceseeeeeeeceseenececeseeeneseneerenetnesaeease 3 7 Other voice mail account options 3 8 Call Handling Chapter 4 Placing Calls o oo o oo o oo oo omcooooooomommooooomm 4 1 About placing Ee UE 4 2 If you hear a stutter tone ooo oWomoomoomnnanananaaa 4 2 What to do if your call does not go through sense 4 3 Calling another TeleVantage CTM Suite user 4 3 Dialing a user extension o oooWo Womomnnnnnenannlaananan 4 3 Dialing a user DY name n rsosnesersnenonenonsnnnnnn trennen ernennen 4 3 Making external calls nenn nn 4 4 About access nern ae 4 4 About prohibited numbers AA 4 4 Making long distance calls A 4 5 Placing calls using authorization codes A 4 5 Entering account codes when placing calls rennen 4 5 Using speed dial ebortcuts nennen 4 5 Viewing speed dial shortcutsS o oooo omooomoo 4 6 Setting up personal speed dial shortcuts ooo ooo 4 6 Placing calls using speed dial shortcuts oooo 4 7 Using automatic callback AA 4 7 Redialing the last number you dialed ooo ooo 4 8 Starting a new call while you are already on a Call ooo 4 8 USING NOU IINGS E 4 8 Using paging devices o ooWoW mma 4 8 Chapter 5 Answering and Handling Calls oo 5 1 About call handling siet
45. o be prompted for them For example to transfer a call on a 2500 telephone you can enter the feature code Flash 71 and then after the prompt enter the extension to which you want to transfer the call or you can include the extension with the feature code by entering Flash 714 186 The table on page 2 6 lists the extra digits required for each feature code Note You use feature buttons and soft keys not feature codes to access TeleVantage CTM Suite features on the Polycom SoundPoint L telephone Feature codes are only available on 2500 telephones Using the Polycom SoundPoint L feature telephone The Polycom SoundPoint L integrated analog feature telephone includes a sophisticated easy to use user interface with the following features For more information see Polycom SoundPoint L Telephone User Manual m Feature buttons Thirteen labeled feature buttons offer one touch access to Tele Vantage CTM Suite features Some feature buttons work when you are on an active call for example Transfer Park Conference and so forth Other feature buttons change the status of your telephone for CHAPTER 2 USING YOUR TELEPHONE 2 3 example Do Not Disturb and Forward and you do not need to be on a call to use them Your Tele Vantage CTM Suite administrator may change the button assignments on your Polycom SoundPoint L telephone so that you can quickly access the features you need to do your job See Reassigning feature buttons on
46. o the instructions on page 3 2 From the main menu press 4 Your active greeting plays Press 2 to hear each greeting starting with the active greeting The following commands are available while you are listening to a greeting or after it has played They are described later in this chapter Greeting Commands Use while or after a greeting plays Replay the current greeting Go to the next greeting Make the current greeting the active greeting Rerecord the current greeting Restore the previous version of the current greeting Record a new greeting So a Po DD Delete the current greeting Exit the Greetings menu Rerecording greetings 1 If you have not already done so log on to your voice mail account according to the instructions on page 3 2 From the main menu press 4 Your active greeting plays Press 2 to hear each greeting While listening to the greeting you want to rerecord press 4 At the prompt record the greeting and then press TeleVantage CTM Suite plays the new recording back to you To revert to the previous version of the greeting before you rerecorded it press 5 You can also choose any of the greeting commands listed in the table on page 3 6 When you are satisfied with your new greeting press to return to the previous menu 3 6 TELEVANTAGE CTM SUITE USER S GUIDE Recording new greetings You can record and save several different greetin
47. of a greeting press 5 while listening to it or after it has played Deleting greetings You can delete any greeting except the default greeting In order to delete the active greeting you must first make another greeting active To delete a greeting press 7 while listening to it or after it has played CHAPTER 3 SETTING UP YOUR VOICE MAIL ACCOUNT 3 7 Other voice mail account options Your TeleVantage CTM Suite administrator can set the following voice mail account options for you Not all of these options may be available in your company m Message review order Order in which your voice messages are presented By default new messages are played first followed by messages you have already heard Your administrator can specify a different message review order Busy call forward location and no answer call forward location See Call forwarding on busy or no answer on page 5 8 for more information Personal operator Extension to which callers are transferred if they dial 0 after reaching your voice mailbox A personal operator can be a departmental operator an administrative assistant or anyone who covers your calls in your absence If personal operator is not specified callers are transferred to the main operator Verbal call screening See Accepting calls using call screening on page 5 2 for more information TELEVANTAGE CTM SUITE USER S GUIDE Call Handling CHAPTER 4 PLACING CALLS CHAPTER
48. page 2 5 for more information m Alert LED Blinks when an incoming call rings your telephone or when you have a new voice message m LCD display 2 line x 24 character window that displays text messages Feature status icons appear at the top of the LCD display and call appearance icons appear at the left of the LCD display Feature labels for soft keys and status information also appear in the LCD display Display control buttons Used to scroll through select or delete information or lists in the LCD display m Soft keys Four buttons below the LCD display are mapped to functions that appear on the bottom line of the LCD display The functions that appear depend on what is currently happening on your telephone The following figure identifies the controls on the Polycom SoundPoint L telephone Audio Path ane Keys Circa or 2 Line x 24 Control Keys indicatore Private Logo Character Display Speaker Hookswitch io 1 bie Im Local Phone Number Label Feature Keys TELEVANTAGE CTM SUITE USER S GUIDE Using the Menu button When you are on an active call press the Menu button to refresh the soft key labels in the LCD display Then press the button below the soft key label to select that feature For example m Press the button labeled Trfer to transfer the call m Press the button labeled Hold to put the call on hold m Press the button labeled Confer to add the call to a conference call Reassigning feature
49. ption is only available if you did not log on from your own extension Press 2 to forward your calls to another extension When prompted enter the extension Press 3 to forward your calls to an external number When prompted enter the number exactly as it should be dialed including any access code reguired for example 9 781 555 1212 Press 4 to cancel call forwarding Press 5 to find out where your calls are currently forwarded to Press to listen to the voice mail account commands again m 6 to change your account preferences Press 1 to turn Do Not Disturb on or off See Putting your telephone in Do Not Disturb mode on page 5 9 for details Press 2 to record or change your voice title see page 3 4 Press 3 to change your voice mail password see the next section Press to listen to the voice mail account commands again m 7toend the session and exit your voice mail account Do either of the following Press 1 to go to the TeleVantage CTM Auto Attendant Press 2 or stay on the line to end the call CHAPTER 3 SETTING UP YOUR VOICE MAIL ACCOUNT 3 3 Changing your password 1 If you have not already done so log on to your voice mail account according to the instructions on page 3 2 From the main menu press 6 3 Using the telephone keypad enter your new password followed by For confirmation enter your new password again followed by Recording your voice title Your voice title
50. r private or both m An urgent message is identified as such in the voice mailbox summary that you hear when you log on to your voice mail account for example You have 3 new messages one of which is urgent A new urgent message is always presented before new messages that are not marked urgent Once you listen to an urgent message the urgent status is removed m A private message is identified as such when you listen to the message as in This message is private A private message cannot be forwarded to another TeleVantage CTM Suite user CHAPTER 6 VOICE MESSAGING 6 3 Knowing when you have new messages TeleVantage CTM Suite alerts you in several ways when you receive anew voice message m Stutter dial tone When you pick up your telephone the dial tone begins with a stutter when you have a new voice message m Message waiting light If you are using the Polycom SoundPoint L telephone the envelope icon appears in the LCD display and the Alert LED blinks when you have a new voice message If you use another type of telephone ask your Tele Vantage CTM Suite administrator if the message waiting feature is available Note If more than one user is assigned to your telephone the message waiting icon appears in the LCD display and the stutter dial tone sounds if there are new messages for any of the users who share the telephone E mail notification of voice messages Logging on If you have access to e mail
51. rator Use this feature any time you do not want to be disturbed by incoming calls When your telephone is in Do Not Disturb mode you hear a stutter tone when you pick up your handset By default calls are automatically sent to your voice mailbox but they can also be sent to the extension of another user who covers calls when you are unavailable You cannot set the Do Not Disturb forwarding location yourself To turn Do Not Disturb on and off select the Do Not Disturb feature m On the Polycom SoundPoint L telephone press the DND button to turn Do Not Disturb on The DND icon appears in the LCD display Repeat this step to turn Do Not Disturb off The DND icon disappears m On the 2500 or CLASS telephone pick up the handset and press Flash 62 to turn Do Not Disturb on Repeat this step to turn Do Not Disturb off There is no visual Do Not Disturb mode indicator on these types of telephone Note You can also turn Do Not Disturb on and off by pressing 6 1 after logging in to your voice mail account See page 3 2 for details CHAPTER 5 ANSWERING AND HANDLING CALLS 5 9 Voice Messaging CHAPTER 6 VOICE MESSAGING CHAPTER CONTENTS About TeleVantage CTM Voice Mail eo 6 2 Knowing when you have new messages 6 4 eet Uu Ke as es ben dde 6 4 Listening to your messages eee eee eee 6 6 Acting on your messages 6 7 Leaving messages for other users ooo 6 10 Recording
52. s Pick up calls at other ringing extensions Forward your calls to another extension or to an external number Put your telephone in Do Not Disturb mode Manage voice messages personal greetings and voice mail account preferences using your telephone Record multiple personal greetings Listen to your voice messages Fast forward and rewind while listening to messages Reply to messages Forward messages Call back a caller who left you a voice message Add annotations to messages Record and send new messages Change your voice mail account password CHAPTER 1 ABOUT TELEVANTAGE CTM SUITE 1 3 Note Multiple greetings message fast forward and rewind message reply message forward message callback message annotation and new message record and send are enhanced features Ask your TeleVantage CTM Suite administrator if they are available in your company Where to get help Technical support If you have guestions or encounter problems while using TeleVantage CTM Suite first contact your TeleVantage CTM Suite administrator and then follow the support policies set up by your TeleVantage CTM Suite provider TeleVantage CTM Suite documentation TeleVantage CTM Suite includes the following documentation for users m Tele Vantage CTM Suite User s Guide Describes how to place accept and handle calls how to listen to and process voice messages how to manage your voice mail account and how to record custom greetings m The
53. ted messages 6 10 replying to messages 6 7 rerecording personal greetings 3 6 restoring previous version of greeting 3 7 retrieving calls on hold 5 5 INDEX conference call parties 5 7 parked calls 5 6 transferred calls 5 5 ringing extensions picking up 5 3 S saving voice messages 6 9 sending new voice messages 6 11 setting up personal speed dial shortcuts 4 6 speed dial shortcuts about 4 5 personal setting up 4 6 using 4 7 system using 4 7 viewing on Polycom telephone 4 6 standard 2500 telephones See 2500 telephones stutter dial tone on new message 6 4 when calls are forwarded 5 8 when Do Not Disturb is set 5 9 supervised transfers 5 3 support 1 4 T technical support 1 4 telephone features accessing 2 3 telephones about 2500 telephones 2 2 CLASS telephones 2 2 integrated analog feature telephones 2 2 Polycom SoundPoint L telephones 2 3 supported 2 2 using 2500 telephones 2 5 CLASS telephones 2 5 integrated analog feature telephones 2 3 Polycom SoundPoint L telephones 2 3 TeleVantage CTM Suite about 1 2 documentation 1 4 TeleVantage CTM Suite Reference Card 1 4 TeleVantage CTM Suite User s Guide 1 4 TeleVantage CTM Voice Mail about 6 2 acting on voice messages 6 7 annotating voice messages 6 11 call screening 5 2 calling back caller who left message 6 9 deleting messages 6 9 forwarding messages 6 8 leaving messages for other users 6 10 listening to
54. uite offers a full complement of advanced call handling options for your telephone By following the telephone prompts and entering telephone commands you can easily transfer calls put calls on hold create conference calls and more Note On the 2500 or CLASS telephone you use feature codes to access many of these features See page 2 6 for a complete list of TeleVantage CTM Suite feature codes Knowing when you have a call A new call is announced in the following ways m On the Polycom SoundPoint L telephone the telephone rings the red alert light flashes and the identity of the caller if known appears in the LCD display For example on a call from another Tele Vantage CTM Suite user the user s name and extension are displayed m On the 2500 or CLASS telephone the telephone rings Call waiting indicator When you are on a call and another call for you comes in you hear the call waiting tone two short beeps Press Flash to switch to the incoming call The current call is put on hold Press Flash again to switch back to the original call and put the new call on hold Accepting calls To accept a call pick up the handset Accepting calls using call screening If your company uses Tele Vantage CTM Suite you may be able to screen your calls instead of being connected with callers immediately With verbal call screening the caller is announced and you have the option to accept the call or send it to voice mail Depe
55. umber 3 Wait for the confirmation tone and then hang up To retrieve a parked call 1 Pick up any telephone in the call park group and wait for a dial tone 2 Select the Park feature m On the Polycom SoundPoint L telephone press the feature button assigned to the Park feature m On the 2500 or CLASS telephone press Flash 76 3 Wait for a dial tone TELEVANTAGE CTM SUITE USER S GUIDE 4 Toretrieve aparked call enter the extension where the call is parked or press Note To retrieve a call parked at your own extension you must enter your extension Creating conference calls You can conference up to 7 calls together The calls can be any combination of internal and external calls To create a conference call 1 Place a call to one of the parties you want to conference 2 Select the Conference feature m On the Polycom SoundPoint L telephone do either of the following m Press the Conference button m Press the Menu button to refresh the soft key labels in the LCD display and then press the button labeled Conter m On the 2500 or CLASS telephone press Flash 79 3 Repeat steps 1 2 to conference in the rest of the parties If aparty is unavailable do one of the following to retrieve the previous party m On the Polycom SoundPoint L telephone press the Menu button to refresh the soft key labels in the LCD display and then press the button labeled Rtrv m On the 2500 or CLASS telephone press Flash
56. umber redial 4 8 listening to personal greetings 3 6 voice messages 6 6 logging on to voice mail account 3 2 using shortcuts 6 4 logon shortcuts 6 4 long distance calls 4 5 message review order 3 8 message waiting light 6 4 messages See voice messages P paging devices 4 8 parking calls 5 6 retrieving parked calls 5 6 password changing 3 4 personal greetings about 3 5 active greeting 3 5 commands table 3 6 default greeting 3 5 deleting 3 7 listening to 3 6 making greeting active 3 7 recording new greetings 3 7 rerecording 3 6 restoring previous version 3 7 personal operator 3 8 placing calls about 4 2 calling external numbers 4 4 other users 4 3 calling back caller who left message 6 9 dialing user extensions 4 3 users by name 4 3 external calls 4 4 long distance calls 4 5 starting another call with a call on hold 5 6 using access codes 4 4 account codes 4 5 authorization codes 4 5 automatic callback 4 7 hot lines 4 8 last number redial 4 8 paging devices 4 8 personal speed dial shortcuts 4 7 system speed dial shortcuts 4 7 what to do if your call does not go through 4 3 Polycom SoundPoint L telephones about 2 3 reassigning feature buttons 2 5 using 2 3 Menu button 2 5 prohibited numbers 4 4 putting calls on hold 5 5 R recording annotations to voice messages 6 11 new personal greetings 3 7 voice messages 6 11 voice title 3 4 recovering dele
57. well You can only reply to a message left by another Tele Vantage CTM Suite user you cannot reply to a message left by an external caller Also you cannot reply to a message left by a user at number that you are restricted from dialing See your Tele Vantage CTM Suite administrator for more information Note Message reply is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company To reply to a message 1 While listening to a message or after it has played press 4 1 2 At the prompt record a message Press when you are done CHAPTER 6 VOICE MESSAGING 6 7 3 Complete your recording using the following commands which are described later in this chapter Message Recording Commands Use after a recording a message Send the message Review the message Re record the message Add an annotation to the end of the message Mark the message urgent oo 0 AJOIN Mark the message private Cancel the message and return to a dial tone 4 When you are satisfied with your reply press 1 to send it Forwarding messages to other users When you forward a voice message a copy of the message is sent directly to the recipient s voice mailbox You can forward a message to one or more TeleVantage CTM Suite users You can attach a recording of your own to the forwarded message Your attachment is played first to the recipient to intro
58. xternal caller TeleVantage CTM Suite uses caller ID information associated with the call to dial the telephone number from which the call originated If the message was left by someone calling from an office PBX extension the number dialed may not connect you with the correct party If there is no caller ID information associated with the call you cannot return the call To call back the user who left you a voice message 1 While you are listening to the message or after it has played press 4 3 2 After talking to the person or leaving a message for them press 1 to end the call You return to your voice mailbox at the original message Note Message callback is an enhanced feature ask your TeleVantage CTM Suite administrator if it is available in your company Saving messages When you save a message it is stored in the Saved folder of your voice mailbox until you delete it To save a message while you are listening to it or after it has played press 6 Deleting messages When you delete a message it is marked for removal After you hang up or exit your voice mail account the deleted message is removed permanently To delete a message while you are listening to it or after it has played press 3 CHAPTER 6 VOICE MESSAGING 6 9 Recovering deleted messages Until you hang up or exit your voice mail account you can recover or undelete one or all of the deleted messages A recovered message is restored to your voice

User`s Guide - TeleVantage

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