Using Kenyon’s IP Phones

Introduction

  • New features include: call waiting, corporate and personal directory, speed dial codes, call history, forward phone to cell phone, and self-scheduled conference calls.
  • Voice over IP (VOIP) networked phones:  Cisco Model 8961 (5 line buttons) and 9971 (6 line buttons & touchscreen capable).  All other features are identical.
  • Dialing all phone numbers requires entering: 1+ 10-digit number = 11 digits!  (1740427#### )   
  • See Dialing Guide chart.
  • There are several ways to perform most phone functions.  

Username, Passwords, & PINS  

  • Your username or  ID is your 11-digit phone number for voicemail, your Web Portal, and Personal Directory. 
  • You will be using three passwords with the new phone system:
  1. Voicemail PIN:  initial PIN is 123456. This must be at least 6 digits and expires every several months. See Voicemail Quick Reference Guide
  2. Web Portal PIN:  initial PIN is Ch@ng3M3!   This also expires every several months. Password must be at least 8 characters with an Uppercase and lowercase letter and a special character (! * % # @....).  See Self-Care Portal User Guide
  3. Personal Directory PIN:  initial PIN is 123456.  This must be at least 6 digits and is only used on the first login to the Personal Directory on your phone.
  • Make passwords and PINS easy to remember!  Add “01” at the end of your new password or PIN, then change to “02”when you must reset.
  • If you are unsuccessful in logging in after three tries, you may be "locked out" for 25-30 minutes, but then try again.

Phone Screen 

  • See Overview of Kenyon's IP Phones chart
  • Phone screen header shows your name and number, date & time. 
  • Line buttons are labeled on the left of screen; if you have multiple lines on phone, your primary line is at the top.
  • Session buttons are on right of screen.  They show the call activity for a line that is selected.
  • Four softkey buttons are below the screen for 8961s.  Touchscreen softkeys are on the screen bottom for 9971s. 

Line Buttons & Line Labels

  • (5 or 6) Line buttons on left of screen show  each line's  activity with small screen icons (whether idle, connected, ringing, or on hold).
  • When you press a line button, a blue icon appears to the left of the name on its line label, indicating this is the selected line.  You can always check to see which line is the selected line by looking for the blue icon on the line's label.
  • A line button will light up amber on a ringing call.  It turns green when connected and is unlit when idle.

Session Buttons & Session Labels

  • Session buttons (right side of screen) have color LEDs like line buttons to indicate ringing, connected, and “held” calls.
  • Session labels  display the caller ID on an incoming call, the duration of call, and other call status details.
  • Color LEDS on buttons also indicate the line’s status:  
    • flashing amber – indicates a ringing, incoming call
    • solid green – call is connected to one of the lines on your phone
    • slow-blinking green – line is on hold
    • unlit – idle line
  • Any  session labels  listed on the right of screen are related only to the line that is selected on the left (where a blue icon is to left of name).  

Softkeys

  • Four Softkeys are at bottom of phone screen.  These are labels for phone functions you can perform.  These labels change according  what you are doing at the time on the phone.  
  • The model 8961 softkeys are activated by four buttons; 9971s have no buttons; they have  touchscreen capability for the softkeys.

Screen Icons

  • These little graphics appear in line and session labels to provide information about the line or the call. 
  • Line labels display icons for unheard voicemail messages (envelope) and for the  status of the phone line (ringing, connected, idle, forwarded, on hold, etc.)
  • Screen icons also appear in your Call History to indicate whether the call was placed, received or missed.
  • See Softkeys, Screen Icons & Buttons Chart for a list of all screen icons and softkeys.  

Dial Pad

  • The dial pad can be used to enter either numbers or letters.
  • You will need to enter letters for searching names in the Corporate and Personal Directories.  To enter a letter, press the corresponding number key until the letter is displayed.  For example: Press the number [1] twice to select the letter "b".  It works just like a cell phone "keyboard."

Navigation pad (arrows) & Select button

  • Four-way arrows and center Select button are used to scroll to and select menu items on the phone screen.  
  • With the 9971 phone, you can use the touchscreen method instead of the Navigation pad for many phone features.

Touch Screen Capability (9971 model only) 

  • Model 9971 phones (6 buttons on each side of display) have touch screen capability, but Model 8961 phones (5 buttons on each side) do not.
  • To select items using the touchscreen, gently press or double-tap (as needed) using your fingertip or a pencil eraser.
  • To scroll down a page, “flick” the last item up.
  • T o disable the touchscreen for 60 seconds, press and hold the Select button in the Navigation pad until confirmation displays.

Set Up Important Phone Features using your Web Portal 

  • See Self-Care Portal User Guide 
  • Your web portal is where you can create speed dial numbers, change ring settings to silence individual phone lines, change your web portal password, set up how to be notified when you have voicemail messages, create entries  for your personal directory, and set up Do Not Disturb on your phone.
  • The web portal is related only to your  primary phone number on your phone.  You must use its 11-digit phone number to login.
  • Secondary lines on your phone that you monitor and can answer for others will also be listed in some options of the web portal.  Set up Voicemail Notifications and Ring Settings for each individual line on your phone.
  • Be sure to select at least one method of Voicemail Notification when first logging into your web portal.  If you do not, you by default will receive an email for every voicemail you receve. 
  • Initial password: Ch@ng3M3!  Please be careful changing this initial password—with three incorrect logins, you are locked out for 25-30 minutes! 
  • Portal password expires every several months.

Make a Call

  • Lift the handset and dial an 11-digit phone number (1740427####)--all dialed numbers must be in this format!)
  • OR: With handset on console, press the (unlit) Headset button or speakerphone button, dial a number and press the Call softkey, 
  • OR: Press session button next to the little black "idle handset" icon (in a white square)  on the right of the screen. 
  • Instead of dialing the long 11-digit number, you can use Call History or a Speed Dial number to dial the party you want to call (described later). 

Hang Up

  • Replace the handset
  • OR: press the Release (red handset icon) button on phone
  • OR: press the End Call softkey on screen
  • OR: Press the (lit) Headset button or Speakerphone button.  (Light goes off).

Redial (softkey)

  • Press the Redial softkey on phone screen.  It will dial the last called number.

Callback (softkey)

  • When the line you are calling is unavailable, press the Callback softkey, then press Exit.
  • You will be alerted when the line is free.  Press the Dial softkey to place the call again.

Answer a Call

  • Lift the handset and answer the call.
  • OR: Press the (unlit) Headset button or Speakerphone button
  • OR: Press the flashing amber session button (on right of screen).

Call Waiting

  • Call Waiting is a new feature that allows another call to come in when you are already on a call. 
  • Instead of ringing, the second call will be indicated by an amber-lit button on the right for 8961s (left on 9971s). There will be no ring but perhaps a slight been from that call.  This beep can be silenced in the Ring Settings section in your web portal.
  • A  session label with caller ID will appear for the incoming call.
  • You have a choice:  answer the call OR let the call go into your voicemail. You can also press the left end of the horizontal Volume Bar once to silence the ringing while the call is waiting to go into voicemail.
  • To answer the  call (and put the first call on hold automatically), press the flashing amber session   button.

Divert (softkey)

  • If an incoming call rings in on your phone line when your phone is idle, you may not want to answer it at the time.  Pressing the Divert softkey allows you  to  immediately transfer the incoming call to that line's voicemail.  If the call is coming in on a secondary line on your phone, you must first select that line  by pressing its line button, then press Divert.   Note:  You can only use Divert if you are not already on another call, that is, when the phone line being called is   idle when an incoming call comes in to it.

Volume Bar - Silence a Ringing Call

  • Press the Volume bar on the left end to decrease volume; press on the right to increase volume.
  • You can use the volume bar to temporarily silence a ringing call on any line by first selecting the line (by pressing its line button), then pressing the left side of the Volume Bar once.  You won't hear the phone ring, but the caller will, and after four rings, they will be put into the line's voicemail.  
  • With the handset off hook, the Volume Bar controls the handset, headset, & speakerphone volume.   With the handset on hook,  it controls the ringer volume.

Silence a Ringing Call Permanently

  • If you monitor secondary  lines on your phone  but do not want to hear one or any of those  lines ring when a call comes in, you can permently silence the ring on each line or change the ring to a low "beep" in the Ring Settings section of your web portal.
    • Login to your web portal and select Phone Settings tab on the left pane. 
    • Then select Ring Settings on the right pane.  The screen that appears will display all your phone lines and allow you to change the ring settings on each individual line. 
    • You can select either a ring, a beep or a flashing amber session button.  When finished be sure to click Save.

Single-line and Multiple-line Phones

  • See Single-line and Multiple-line Phones for examples of how phone calls will appear on the screen of your phone and how a line's phone information and activity are displayed. 
  • Primary phone line – your primary line is at the top of the list of multiple lines and is the number identifying that physical phone. 
  • Secondary lines – other lines on your phone may be a main office number, your personal line, or monitored lines of others if you answer the phone for them.  
  • When a call is ringing in on a secondary line:
    • The line button of the line being called will light up amber,  and the corresponding session button will flash amber with the caller ID appear on the session label.
    • You can press the flashing amber session  button to answer the call.   Both line and session buttons will then turn a solid green.
  • If you get an incoming call on another line  while you are on a call, the ring can be silenced by selecting the line and pressing once on the left end of Volume bar
  • If you answer the incoming call, it automatically puts your current call on hold, and the session button for the current call will  slowly blink green to indicate that the  call is on hold.

Hold Button - Put Caller on Hold to Call Another Line

  • To place a call on hold in order to call and confer with  someone else, press the Hold button.  The Hold [II] icon displays in the call’s session label and the session button pulses green.
  • To reconnect with the held call, press its slowly-blinking green session button OR the Resume softkey. 
  • Note:  You cannot press the Hold button again to resume the call. 
  • With a call on hold, you can also dial out to another number by pressing the New Call softkey OR the black "idle handset" icon (in a white square next to a session button on the right).  When finished speaking with the second caller, press the End Call softkey.

Forward All (softkey)

  • Press the Forward/All sofkey to forward all calls to voicemail or to another number (like a cell phone) when you are away from the office.  
  • With the handset on the phone, , then do one of the following: 
    • Press the Forward All softkey, then the Messages (envelope icon ) voicemail button to forward all calls to voicemail.
    • OR: Press the Forward All softkey, then enter an 11-digit phone number such as your cell phone or home phone where you want to forward your calls.
  • When you return to the office,  cancel Call Forwarding by pressing the Forward Off softkey.

Transfer Button

  • From a connected call (not on hold), press the Transfer button, which automatically puts the connected call on hold.
  • Dial the recipient’s phone number (or a Speed Dial number or use Call History).
  • Wait for recipient to answer and announce the plan to  conference them in.  Press the Transfer button again to complete the transfer.
  • To directly transfer the call,  press the Transfer button, dial the recipient's number, press Transfer again before phone is answered.
  • If you don't want to complete the Transfer (recipient isn't available to talk) , press the Cancel softkey to get back to caller.

Conference Button (for adhoc conference calls)

  • You can conference in a maximum of 4 participants in addition to yourself.
  • From a connected call (not on hold), press the Conference button.
  • Dial a second call: enter the recipient's phone number (or use Speed Dial or Call History).
  • Wait for party to answer, announce plans to conference in, then press the Conference button again to conference in.
  • Repeat above steps to add more participants: press Conference, dial number, press Conference again. 
  • As the conference begins, the session labels of participants display “Conference” instead of the caller ID.
  • You can press the Show Details or ConfList softkey to display a list of all participants.  Conference ends when all hang up.  

Conference in a Call “on hold”

  • If you have  a call “on hold,” and are talking to a second person on another line, you can  conference in the caller on hold by pressing the Conference button, then the blinking green session button of the “held” call, then press Conference again.  The participant on hold is added to the call.
  • The conference ends when all participants hang up.

Headset and Speakerphone Buttons

  • Press the headset or speakerphone button on the phone to turn ON.  Button lights up.  Press again to turn OFF.
  • See sections Make a Call, Hang Up, Answer a Call, Dial Call using Speed Dial for directions when using a speakerphone or headset.
  • To switch to speakerphone or headset during a call, press the Speakerphone or Headset button to light up the button and hang up handset on console.

Mute Button

  • The Mute button toggles on and off to mute/unmute your voice over the phone.

Dial Call using Contacts Button 

  • On your phone press the Contacts button (open book icon) and select a directory:
    • Corporate Directory – contains all members of the State of Ohio NGTS contract (30,000 names)
      • Search for a name by entering the first 3-4 letters of the last name using the alphabetic letters on the phone’s Dial pad. If the name doesn't show up yet, enter the first 2-3 letters of the first name.  As you enter more letters, the  list of matching names shortens.
      • Select the name you want from the list that appears by using the Navigation pad (or touchscreen) and click Submit.
    • Personal Directory - contains only those personal contacts you have entered via your web portal.
      • You must login the first time you use the Personal Directory on your phone.  Do not press the Logout key!
      • Enter user ID: your 11-digit phone number using the phone’s Dial pad.  
      • Enter default PIN: 123456
      • Search for a name by entering the first 3-4 letters of the last name using the alphabetic letters on the phone’s dial pad.
      • If the name doesn't show up, enter the first 2 letters of the first name.    
      • Select the name you want from the list that appears using the Navigation pad (or touchscreen) and click Submit

Dial Call using Speed Dial Numbers

  • Create speed dials for all the people in your office and others that you call frequently.  Keep it handy on a written sheet or file on the computer since they are not accessible via your phone.
  • You must first create your speed dial numbers in your web portal.  Speed dial numbers can be edited (click pencil at right) and deleted (click X at right) .  
  • To make a speed-dial call: Press the More softkey first to find and press the Speed Dial softkey. Enter a speed-dial number for that person and then press the Speed Dial softkey again to call the Speed Dial number.

Dial Call using Call History

  • As you lift the handset or press the Headset or Speakerphone button, your Call History list will appear on the screen.
  • You can also access your Call History by pressing the session button with the curved arrow in a white square next to it.
  • Scroll to the desired name/number with the Navigation pad (or touchscreen) and select the Call softkey.
  • You can check missed calls by pressing the Missed Calls softkey.
  • Small screen icons to left of the name/number in the Call History list indicate whether the call was placed, received, or missed.
  • See Softkeys, Screen Icons & Buttons Chart
  • You can also access Call History through the Applications button (described below).

Applications Button

  • Call History –  Call History displays up to the last 150 calls.
  • Preferences – Select Preferences, then use the Navigation pad to select:
    • Ringtone – listen to and select the ring pattern for your phone.
    • Wallpaper – select the wallpaper background for your phone display.
    • Brightness – sliding bar selects the brightness of the display.
    • Font Size – by default Huge is selected.
  • Accessories – headset – if using a headset, it plugs into the headset port on bottom of phone.
  • Administrator settings –  
    • If reporting a phone problem, you may be asked for the MAC address of  your phone.  Find it under Administrative Settings, select Ethernet Setup, then MAC address.
    • If your phone loses its connection to the network, it will revert to "phone not registered" status and will have to be "reset.'  Contact the HelpLine for instructions.

Messages Button (Voicemail)    

  • You will want to record a personal standard greeting when setting up voicemail---write it out beforehand, along with your new PIN.
  • The Messages button automatically dials your voicemail system.  When you connect, you will be asked for your voicemail PIN.  If you enter it incorrectly, you will immediately be asked for your ID (your 11-digit number) to assure it is not an unauthorized person trying to get in, then your PIN. 
  • See Voicemail Quick Reference Guide for instructions on setting up and using voicemail. 
  • User ID: your 11-digit phone number
  • Initial voicemail PIN for all new phones: 123456 (must be re-set immediately and it expires in several months)
  • An easy transition to the new voicemail system is to use your old 4-digit voicemail password and add "01" at the end. On the next password change, change the "01" to "02."  You cannot use the same password until 25 changes have occurred.
  • Calls go to voicemail after [5] rings.   Messages are deleted after 30 days.

MeetingPlace (Scheduled Conference Calls)

  • MeetingPlace can handle large conference calls up to 250 participants.
  • Any Kenyon office that wants to use MeetingPlace for conference calls must contact Brandon Warga, Helpline Manager, at 1-740-427-5670 for access to a Google scheduling calendar for conference calls.

Homework

Where to Find Phone Instructions on the Web

  • All instructional documents used in  the new telephone workshop are available at:   https://lbis.kenyon.edu/facilities-technology/help/IP_phones
  • OR:  Type lbis.kenyon.edu in the URL field of your web browser.    In the LBIS menu bar slide cursor over Facilities & Technology, then  down toHelpLine in the drop-down list, then directly to the right and down to select IP Telephones in that  drop-down list.