PLATEAU CONNECTED VOICE END USER QUICK START GUIDE

PLATEAU CONNECTED VOICE
END USER QUICK START GUIDE
Table of Contents
1 Quick Reference Information........................................................................................................................... 3
2 Introduction..................................................................................................................................................... 4
3
Making Calls.................................................................................................................................................... 5
3.1 Internally.................................................................................................................................................. 5
3.2 Externally................................................................................................................................................. 5
3.3 Emergency Calls....................................................................................................................................... 5
3.4 Speaker Phone......................................................................................................................................... 5
3.5 Ending Calls............................................................................................................................................. 5
4 Answering Calls................................................................................................................................................ 5
4.1 Using the Handset.................................................................................................................................... 5
4.2 Using the Speaker.................................................................................................................................... 5
5
Call Forwarding................................................................................................................................................ 6
5.1 Introduction.............................................................................................................................................. 6
5.2 Immediate, Busy and No Answer Call Forwarding Using the Handset......................................................... 6
5.2.1 Enabling......................................................................................................................................... 6
5.2.2 Disabling........................................................................................................................................ 6
5.2.3 Access Codes................................................................................................................................ 6
5.3 Selective Call Forwarding Using the Handset............................................................................................ 7
5.4 Remote Access to Call Forwarding............................................................................................................ 7
6
Advanced Call Handling................................................................................................................................... 8
6.1 Putting a Call on Hold............................................................................................................................... 8
6.2 Call Waiting.............................................................................................................................................. 8
6.3 Transferring a Call..................................................................................................................................... 8
6.4 Three-Way Conferencing........................................................................................................................... 8
6.5 Parking a Call........................................................................................................................................... 9
6.6 Retrieving a Parked Call............................................................................................................................ 9
6.7 Do Not Disturb......................................................................................................................................... 9
7 Voicemail........................................................................................................................................................ 10
7.1 Accessing Voicemail................................................................................................................................ 10
7.2 Using the Voicemail System.................................................................................................................... 10
8
Conferencing.................................................................................................................................................. 11
8.1 Moderator Instructions........................................................................................................................... 11
8.2 Participant Instructions.......................................................................................................................... 11
8.3 Moderator Commands....................................................................................................................... 11-12
8.4 Moderator Web Access........................................................................................................................... 12
9 Access Codes................................................................................................................................................. 13
2
1 Quick Reference Information
Your phone number:
Your extension:
Code to dial an external number:
Access your phone settings online:
http://plateauwebservices.com/polycom/pps
Conferencing phone number:
Conferencing moderator code:
Conferencing participant code:
Conferencing moderator web access:
Remote access to call forwarding number:
Your administrator:
Your administrator’s phone number:
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2 Introduction
Welcome to your new phone!
This guide will help you get up and running with your new phone as soon as possible.
It tells you how to use your phone and the more commonly used features.
If you have any problems or need a more detailed description of the operation of
your phone then please contact your administrator.
Management Tools
You can manage features by either using Star Codes or using http://plateauwebservices.com.
You cannot interchange functions between the two management tools. For example, when you
turn a feature on with one of the management tools, then you must use that same tool to
turn it off.
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3 Making Calls
3.1 Internally
To call another person in your business, lift the handset and dial the other person’s extension. This is typically a 3,
4 or 5 digit number, and may begin with #.
Note that depending on your phone type and configuration, the call may not complete automatically once you
have finished dialing, and you may need to hit the Dial key (Aastra or Polycom phones) once you have dialed
the number.
3.2 Externally
To call a number outside of your business, lift the handset and dial the phone number. Depending on your phone
system, you may need to dial a code at the beginning of the phone number to indicate you are making an
external call.
Note that depending on your phone type and configuration, the call may not complete automatically once you
have finished dialing, and you may need to hit the Dial key (Aastra or Polycom phones) once you have dialed
the number.
3.3 Emergency Calls
In an emergency lift the handset and dial 911. If you need to dial a code when calling an external number, you will
also need to dial that code before calling 911.
Note that depending on your phone type and configuration, the call may not complete automatically once you
have finished dialing, and you may need to hit the Dial key (Aastra or Polycom phones) once you have dialed
the number.
3.4 Speaker Phone
To make a call using your speaker phone, either press the Speaker key or leave the handset on-hook and dial the
number of the person you want to call, followed by the Dial key (Aastra or Polycom phones).
3.5 Ending Calls
To end a call, replace the handset, or press the Drop or Goodbye key (Aastra phones), or the End Call key
(Polycom phones).
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4 Answering Calls
4.1 Using the Handset
To answer an incoming call, lift your handset, and you will be connected to the caller.
4.2 Using the Speaker
To answer a call using the speakerphone, do not lift the handset and instead press the Speaker key. (For Aastra or
Polycom phones, you can press either the Speaker or Answer key.)
5 Call Forwarding
5.1 Introduction
Your phone system supports a number of different types of Call Forwarding.
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•
•
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Immediate (sometimes called Unconditional) Call Forwarding is where all calls are forwarded to a number of your choice. This can either be to your voicemail (which is the default) another extension in your business or
an external number.
Busy Call Forwarding forwards all calls that are received when you are already on the phone.
No Answer (sometimes called Delay) Call Forwarding forwards all calls when you do not answer them after
a certain delay.
Selective Call Forwarding forwards calls from certain numbers to another number.
The easiest and most flexible way of configuring call forwarding is online at http://plateauwebservices.com.
5.2 Immediate, Busy and No Answer Call Forwarding using the Handset
5.2.1 Enabling
To use your handset to enable Immediate, Busy or No Answer Call Forwarding, dial the access code for the type of
call forwarding you want to enable followed by the number you wish to forward calls to.
For example, to use immediate call forwarding to forward all calls to extension 1004, you would dial *721004.
Depending on the configuration of your phone system, this may set up a courtesy call to the number you are
forwarding calls to. The system will only enable call forwarding if this courtesy call is answered.
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5.2.2 Disabling
To disable call forwarding, dial the disable code for that type of call forwarding.
5.2.3 Access Codes
Type of Forwarding
Immediate/Unconditional
Busy
No Answer/Delay
Enable Code
*72
*90
*92
Disable Code
*73
*91
*93
5.3 Selective Call Forwarding Using the Handset
The Selective Call Forwarding feature can be configured by dialing *63. This feature provides voice prompts to
help you with setting it up.
5.4 Remote Access to Call Forwarding
Your phone system also supports setting up Call Forwarding remotely using any phone. To use this feature follow
these steps:
1
2
3
4
5
Dial the remote access to call forwarding number.
Enter your full 10-digit phone number followed by #.
Enter your remote access to call forwarding PIN followed by #. Note that this PIN is different from your
CommPortal password.
Enter the access code of the call forwarding service you wish to configure.
If you are enabling call forwarding, the system will then provide a broken dialtone. Enter the number you would
like calls forwarded to.
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6 Advanced Call Handling
6.1 Putting a Call on Hold
You can put a call on hold by pressing the Hold key (Aastra phones). You may now replace the handset without
cutting the caller off. You can also now make another call while the first call is on hold.
To retrieve the call, press the Pickup key or the line button that is blinking (Aastra phones). If you’ve made a
second call since you put the first call on hold, you’ll need to put that call on hold before you can retrieve the first
one, using the arrow keys to select the call to retrieve.
6.2 Call Waiting
If a second call comes in when you are already on the phone, you will hear a tone, and the phone screen will
display the details of the second caller.
To answer this second call, you should either select the Answer key (Aastra or Polycom phones), or press the line
key that is flashing. Answering the second call will automatically put the first call on hold. You can toggle between
the calls by placing the current one on hold and retrieving the other call.
6.3 Transferring a Call
To transfer a call, follow these steps:
1
2
3
4
Press the Transfer key (Polycom phones) or the Xfer key (Aastra phones) – this places the current call on hold.
Dial the number of the person you want to transfer the call to.
If you want to transfer the call before the other person answers, press the Xfer key (Aastra phones), or the
Blind key (Polycom phones).
Alternatively wait until the person has answered before completing the transfer by pressing the Xfer key.
6.4 Three-Way Conferencing
To conference a third person into a regular two-way phone call, follow these steps:
1 When in a regular call, press the Conference key (Aastra or Polycom phones).
2 Dial the person you want to join your call.
3 Once this person has answered, press the Conference key again to set up the three-way call.
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6.5 Parking a Call (placing a call on hold)
Parking a call places the call on hold in a “park orbit” so that the call can be retrieved from another phone.
Depending on your phone type, there are two ways of parking a call.
1 If you have keys on your phone for parking calls, when in a call press the Call Park key where you want the call
parked. The call will now be parked, and you may now replace the handset.
2 If your phone doesn’t have dedicated call park keys, follow these steps:
o Initiate call transfer by pressing the Transfer key (Polycom phones) or the Xfer key (Aastra phones).
o Dial the Call Park access code *53.
o Listen to the park orbit number where the call will be parked.
o Complete the call transfer by pressing Transfer or Xfer again.
If you have keys on your phone for parking calls, these keys will indicate via a light or icon when a call is parked
against that orbit.
6.6 Retrieving a Parked Call
Depending on your phone type, there are two ways of retrieving a parked call.
1
2
If you have keys on your phone for parked calls, pick up the handset and press the Retrieve key of the park orbit
where the call is parked.
If you don’t have dedicated call park keys, lift the handset and dial the Call Retrieve access code *54 followed
by the park orbit number.
o For example, to retrieve a call parked on orbit 1, you should dial *541 key.
6.7 Do Not Disturb
If you don’t want any calls to ring your phone, but instead go straight through to your voicemail, you can enable
Do Not Disturb.
If you have a key marked DND, then press this to toggle Do Not Disturb on and off.
If you don’t have a DND key, then you can dial *78 to turn Do Not Disturb on, and *79 to turn it off.
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7 Voicemail
7.1 Accessing Voicemail
When you have one or more unheard voice messages waiting, your phone will display a flashing light.
To listen to your messages, log in either by dialing the voicemail access code *318, or press the Messages or
Voicemail key if your phone has one.
The first time you access your voicemail box, you will be asked to set up your mailbox recording your name and
greeting to be played to callers.
7.2 Using the Voicemail System
The voicemail system is menu driven, so listen to the voice prompts, and then press the keys on your phone to
select which option you would like.
Once you become familiar with the system, there is no need to wait until the voice prompts have played before
pressing a key – you can interrupt the announcements to speed up your experience.
For your convenience, the most commonly used mailbox commands are as follows:
To listen to your voicemail messages from the main menu:
Press 1
To listen to your other messages from the main menu:
Press 11
To save a message once you’ve listened to it:
Press 2
To delete a message once you’ve listened to it:
Press 3
To change your mailbox settings from the main menu:
Press 4
To cancel the current operation:
Press *
To go back to the previous menu:
Press *
To finish entering digits or recording an announcement:
Press #
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8 Conferencing (must be subscribed to Plateau Conferencing Service)
8.1 Moderator Instructions
Give all the conference participants:
•
•
•
The date and time of the conference call.
The conference call number.
The 6 digit participant code.
To start the conference call, follow these steps:
1 Dial the conference call number.
2 Enter your 6 digit moderator code followed by #.
3 If asked, say your name and then press #.
The conference call will now be set up.
The account can be configured to either continue the conference or end the conference when the moderator
leaves the call.
8.2 Participant Instructions
To join a conference call, the participant should follow these steps:
1 Dial the conference call number.
2 Enter your 6 digit moderator code followed by #.
3 If asked, say your name and then press #.
The participant will then be placed into the conference if the moderator has started it, otherwise they will be put
on hold until the conference starts. (They may hear on-hold music while they are waiting.) If configured the conference may start as soon as there are 2 participants, whether or not the moderator is one of them.
8.3 Moderator Commands
The following commands can be dialed from your phone during a conference.
1
Allows you to dial another participant to be brought into the conference. After dialing 1 dial the participant’s
number followed by #.
Once the participant has answered, you can press 1 to bring them into the conference, or press * to drop the call and return to the conference.
2 Mute or un-mute the moderator.
3 Lock or unlock the conference. When locked no-one else can join the conference.
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4 Provide a roll-call of participants.
5 Provide a count of participants.
6 Selects whether announcements should be made when participants join and leave.
7 Announces the name of the last person to join the conference.
8 Turns conference call recording on or off.
9 Mute or un-mute all participants.
10 Record a greeting to be played to participants when they join the conference.
o You will hear an announcement giving instructions for recording the secondary greeting.
o Press 2 to start recording. Record the greeting and then press #.
o Press 1 to hear the recording you have just made.
o When you are happy with the new greeting, press 3 to save it.
* This command allows the moderator to leave the conference without the call ending. Press 1 to confirm. You may
log onto the conference again by following the instructions to start a conference call.
8.4 Moderator Web Access
When moderating a conference, you can use the web interface to view and control the conference. To access this,
follow these steps:
1 Point browser to web conferencing address https://conf.plateautel.com/login.php.
2 Enter your moderator and participant code.
3 Select Submit.
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9 Access Codes
Plateau Connected Voice Short Codes
FeatureEnableDisable
Anonymous Call Rejection
*77*87
Automatic Callback Last Outgoing Call
*66*86
Automatic Recall*69 or long distance two-stage
activation *69 and 1
*89
Call Barring
Connected Voice Web Services Portal customer portal
Call Pickup, picks up incoming call
*11Automatic
Call Trace
*57 or long distance two-stage
activation *57 and 1
Calling Name & Number Delivery
*65 only if this line is anonymous *85
Calling Name & Number Delivery
Blocking - single call
*67 followed by number calling to Automatic
Delayed Call Forwarding
*92 followed by 7 digit number forwarded to*93
Directed Pickup, picks up incoming call
*12 plus extension number
Automatic
Distinctive Ring (Priority Call)
*81 also must be enabled on device
Do Not Disturb
*78 *79
Find Me Follow Me
Connected Voice Web Services Portal customer portal
Automatic
Selective Call Acceptance,
Connected Voice Web Services Portal customer portal
Forward and Rejection
Selective Call Rejection
Connected Voice Web Services Portal customer portal
Unconditional Call Forwarding
*72 followed by 7 or 9 digit number
forwarded to
Voicemail, retrieve messages
*98
Voicemail PIN Change
*319
*73
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Plateau
7111 N Prince Street
PO Box 1947
Clovis, NM 88102
Phone: 1.877.PLATEAU (8328)
Tech Support: 888.638.3872
Web: www.plateautel.com