Telego User Guide. August 2011 Issue 1. Software Release 1.2

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Telego User Guide

August 2011

Issue 1

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Copyright, Trademarks, and Legal Disclaimers

Telego, the names of Telego products, and Telego logos are trademarks owned by Telego. All other product names and names of enterprises are the property of their respective owners.

Telego reserves the right to revise and change this document at any time, without being obliged to announce such revisions or changes beforehand or after the fact. Texts, images, and illustrations and their arrangement in this document are subject to the protection of copyrights and other legal rights worldwide. Their use, reproduction, and transmittal to third parties without express written permission may result in legal proceedings in the criminal courts as well as civil courts.

When this document is made available on Telego's web page, Telego gives its permission to download and print copies of its content for the intended purpose of using it as a manual. No parts of this document may be altered, modified, or used for commercial purposes without the express written consent of Telego

Although due care has been taken in the compilation and presentation of the information in this document, the data upon which it is based may have changed in the meantime. Telego, therefore, disclaims all

warranties and liability for the accurateness, completeness, and currentness of the information published, except in the case of intention or gross negligence on the part of snom or where liability arises due to binding legal provisions.

Telego, Release 1.2

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Table of Contents

Chapter 1. Overview

. . . . 1

Revision History . . . . 1

Audience . . . . 1

Document Organization . . . . 1

Chapter 2. Using the Polycom Phone

. . . . 3

Phone Tour . . . . 3

Customizing Your Phone . . . . 7

Adjusting the Time and Date . . . . 7

Adjusting the Display Contrast . . . . 8

Setting the Headset Memory Mode . . . . 8

Changing the Incoming Ring Tone . . . . 9

Adjusting the Call Volume . . . . 9

Adjusting the Ringer Volume . . . . 9

Muting the Microphone . . . .10

Placing a Call . . . .10

Using the Handset: . . . .10

Using Hands-Free Speakerphone Mode:. . . .10

Using the Headset . . . .10

Answering a Call . . . .11

Answering When Not in Another Call . . . .11

Answering When in Another Call . . . .12

Ending a Call . . . .14

Redialing a Number . . . .14

Redialing the Last Dialed Call . . . .14

Redialing a Previously Dialed Call . . . .14

Putting a Call on Hold . . . .15

Holding a Single Call . . . .15

Holding Multiple Calls on a Single Line Key. . . .15

Holding Calls on Multiple Line Keys . . . .16

Using the Phone Directory . . . .16

Searching for a Contact . . . .16

Conferencing . . . .17

Setting up a Conference (when not in an active call) . . . .17

Setting up a Conference (when in an active call) . . . .18

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Telego PBX User Guide, Release 1.2 Table of Contents

Ending a Conference . . . .19

Transferring Calls . . . .19

Consultative Transfer . . . .19

Blind Transfer . . . .20

Attended Transfer . . . .21

Forwarding Calls . . . .21

Static Forwarding . . . .21

Dynamic Forwarding . . . .22

Forward a Call Directly to Someone’s Voicemail . . . .22

Enabling Do Not Disturb . . . .23

A Single Line . . . .23

Multiple Lines . . . .24

Instant and Text Messaging . . . .24

Instant Messaging—From the User Portal . . . .24

Text Messaging—From the Phone . . . .25

Multiple Lines . . . .26

Multiple Call Appearances . . . .26

Managing Incoming Calls . . . .27

Distinguishing Calls . . . .28

Rejecting Calls . . . .28

Diverting Calls . . . .29

Call Lists . . . .30

Chapter 3. Using Star Codes

. . . . 33

Overview . . . .33

What are Star Codes? . . . .33

Basic Star Codes . . . .35

Redial a Number (*66) . . . .35

Call Return (*69) . . . .35

Intercom (*90) . . . .35

Transferring Calls . . . .36

Transfer Calls . . . .36

Transfer a Call Directly to Someone's Voicemail . . . .37

Call Park (*85) and Call Park Retrieve (*86) . . . .37

Call Pickup (*87) . . . .38

Conferencing . . . .39

Conference (*53). . . .39

Anonymous Calls . . . .40

Block Your Caller-ID (*67) 40

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Reject Anonymous Calls (*88) . . . .41

Forwarding Calls . . . .41

Hot Desking (*70) . . . .41

Call Forward All Calls (*71/*72) . . . .42

Call Forward on Busy (*73/*74) . . . .43

Call Forward on No Answer (*75/*76) . . . .43

Set "Do Not Disturb" (*78) . . . .44

Forward Calls to Domain Account (*80) . . . .44

Call Center Features . . . .45

Agent Log in/Log out (*64/*65) . . . .45

Call Barge-In (*81) . . . .46

Call Teach Mode (*82) . . . .46

Call Listen-In (*83) . . . .46

Miscellaneous . . . .47

Show Account Balance (*61) . . . .47

Wakeup Call (*62) . . . .47

Request Call Details (*63) . . . .47

Clean up an Extension (*84) . . . .48

Add Contact to White List (*91) . . . .48

Add Contact to Black List (*92) . . . .48

Record Phone Calls (*93/*94) . . . .48

Chapter 4. Using the Web Interface

. . . . 51

Overview . . . .51

Logging in . . . .51

Configuring Your Settings . . . .53

General Settings . . . .54

Redirection Settings . . . .57

Mailbox Settings . . . .61

Email Settings . . . .63

Buttons . . . .65

Instant Message . . . .65

Call Lists and Address Book . . . .66

Listen to Your Messages . . . .66

View Missed Calls . . . .67

View the Call Log . . . .67

Personal Address Book . . . .68

Domain Address Book . . . .72

Checking the Status of Your Extension . . . .73

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Chapter 5. Voicemail System

. . . . 75

Overview . . . .75

Setting up Your Voicemail Account . . . .76

Change Your PIN . . . .76

Record Your Name . . . .76

Record a Personal Welcome Message . . . .76

Listening to Your Messages . . . .77

From Your Phone . . . .78

From Your Cell Phone . . . .78

From an Outside Phone . . . .78

From the Web Interface . . . .78

Forwarding a Message . . . .79

Leaving Voicemail Messages . . . .79

Composing a New Message . . . .80

Recording Personal Greetings . . . .80

Hearing Your Personal Greetings . . . .81

Advanced Features . . . .81

Send a Voicemail Message Without Ringing Extension(s) . . . .81

Transfer a Call Directly to Someone’s Voicemail . . . .82

Listen to Voicemail on Cell Phone . . . .82

Receive Voicemails on Email Account . . . .82

Voicemail Notification . . . .82

Via Email . . . .82

Via Cell Phone . . . .82

Voicemail Feature Codes . . . .83

Send Voicemail to Email Account (*95/*96) . . . .83

Go to Voicemail (*97) . . . .83

Go to Group Mail (*97) . . . .84

Set up Your Voicemail Box (*97) . . . .84

Clear Message Waiting Indicator (*99) . . . .84

Chapter 6. Cell Phones

. . . . 85

Overview . . . .85

Cost Savings . . . .86

Callback . . . .87

Calling Card Account . . . .87

Configuring Your Cell Phone . . . .88

Add a Cell Phone to Your Account . . . .88

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Safeguard Against Loss-of-Signal Events . . . .90

Set Time-of-Day and Holiday Routing . . . .90

Ring My Cell Phone When Voicemail Arrives . . . .90

Feature Codes . . . .91

Retrieve Call From Cell Phone (*51) . . . .91

Move Current Call to Cell Phone (*52) . . . .92

Bring an Unscheduled Party into a Scheduled Conference (*53) . . . .92

Call Cell Phone of the Extension (*00) . . . .93

Personal Virtual Assistant . . . .93

Chapter 7. Faxing

. . . . 95

Installing vFax Client . . . .95

Logging In . . . .99

Sending a Quick Fax (No Cover Page) . . . . 100

Sending a Custom Fax . . . . 100

Contacts List . . . . 103

Changing Your Company Header . . . . 104

Support . . . . 104

Glossary of Terms and Abbreviations

. . . . 105

Index

. . . .107

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C ^hapter 1

OVerVIeW

The Telego PBX User Guide introduces you to your new Telego™ Communications phone system.

The components discussed in this guide are as follows:

■ Polycom 550 IP phone—The Telego™ phone system has many additional features over a tradi- tional phone system.

■ Telego Communications web interface—The web-based user interface (UI) allows you to man- age the features and settings of your Telego™ phone system.

■ Virtual Network Fax—The vFax allows you to send and receive faxes from your computer.

Revision History

This is the first issue of the Telego PBX User Guide.

Document Issue Date Reason for Issue

Issue 1 August 2011 New for Release 1.2 of the Telego Communications System

Audience

This guide is intended for anyone new to using a TeleGo Communications System.

Document Organization

This document is organized according to the following chapters:

Chapter Topic

Chapter 1, “Introduction” Introduces you to the system and provides login information.

Chapter 2, “Using the Polycom

Phone” Shows you how to use Polycom phones.

Chapter 3, “Star Codes” Provides an overview of Telego’s star codes.

Chapter 4, “The Web Interface” Shows you how to configure your account from the Telego web interface.

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Telego PBX User Guide, Release 1.2 Document Organization

Chapter Topic

Chapter 5, “The Voicemail

System” Shows you how to navigate and use the voicemail system.

Chapter 6, “Cell Phones” Shows you how to add a cell phone to your account and configure its settings.

Chapter 7, “Faxing” Shows you how to send and receive faxes from your computer using vFax.

Glossary Lists terms and abbreviations that are used throughout this guide Index Allows you to navigate the tasks and topics that are mentioned

throughout this guide. (All tasks and terms have been hyper- linked.)

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C ^hapter 2

USInG The POlyCOm PhOne

This chapter provides an overview of the Polycom 550 IP phone. It shows you how to use both the basic features and the advanced features of this phone, as well as how to customize the phone.

Phone Tour

The Polycom 550 IP phone has two types of keys: Hard keys and soft keys. Throughout this manual, these keys are referred to as “keys” and “soft keys,” respectively.

■ Key—An actual key or button on the phone. The following image displays many of these keys:

■ Soft key—A key selection that appears on the phone display. Soft keys can be operated by pressing an actual key below the soft key, but their name will appear only in the phone display.

In the image shown below, Exit is a soft key and is shown in the phone display:

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Telego PBX User Guide, Release 1.2 Phone Tour

These keys and other phone features are detailed below (Table 2-1 describes each key).

Table 2-1. Polycom IP 550 Phone Features

Key Description

1. Message waiting indicator Alerts you to incoming calls, new messages, and other events 2. Display control keys

, , , and allow you to scroll through displayed information.

Use to select a field of displayed data.

Use to delete displayed data.

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Using the Polycom Phone Phone Tour

Key Description

3. Feature keys Directories

Access local directories and call lists.

Applications

Access special applications (contact system administrator).

Conference

Set up a local conference.

Transfer

Transfer current call to third party.

Redial

Dial most recently dialed party.

Menu Access local (your phone) and global (your organization) features.

Messages

Receive text and voice messages.

Do Not Disturb

Cancel ringing and direct incoming calls to your voicemail

4. Microphone mute Mute audio transmission locally during calls.

5. Headset

Allows you to place and receive calls through an optionally connected headset.

6. Hands-free microphone Place your phone on a hard, flat surface for best results.

7. Speakerphone Allows for hands-free communication during calls.

8. Volume keys ^- ⁺ Use these to adjust the volume of the handset, headset, speaker, and ringer.

9. Dial pad These 12 keys provide the 10 digits, the 26 alphabetic characters, and special characters available in context-sensitive applications.

10. Soft keys The screen will display labels for these keys, to identify their context- sensitive functions.

11. Hold ^Hold Holds an active call or resumes a held call.

12. Speaker For ringer and hands-free audio output.

13. Hook switch Holds the phone in place.

14. Line/speed dial key Use these keys to activate up to four lines or speed dials that can be as- signed to your phone.

15. Line indicators Individual multi-color LEDs display the dynamic call state and remote user status (busy lamp field [BLF] and presence). The mapping is:

■ Solid green—Active call is in progress.

■ Fast flashing green—An incoming (ringing) call.

■ Flashing red—The call is on hold.

■ Solid red—Line is busy remotely (shared lines).

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Telego PBX User Guide, Release 1.2 Customizing Your Phone

Key Description

16. Line keys Use these keys to activate up to four lines or speed dials that can be as- signed to your phone. The associated icons represent:

■ Registered line

■ Registered shared line

■ Unregistered line

■ VoiceMail/Messages

■ Speed-Dial

■ Ringing

■ Call if progress with HD Voice

■ Call Forward

■ Do Not Disturb

■ Conference

■ Presence/BLF

17. Soft keys The screen will display labels for these keys, to identify their context- sensitive functions.

18. Graphic Display Shows information about calls, messages, soft keys, time, date, and other relevant data.

■ Caller display information—first party, second party, number of calls

■ Information display line (in order of precedence, from highest to lowest)

− Popup text (like network errors)

− Missed call text or second incoming caller display

− Do Not Disturb text

− Prompt text (e.g., “Enter number”)

− Time and date text (if idle display is not used for time/date display)

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Using the Polycom Phone Customizing Your Phone

Customizing Your Phone

This section shows you how to customize the following settings:

■ Time and date

■ Display contrast

■ Headset Memory Mode

■ Ring type

■ Microphone

■ Volume settings

Adjusting the Time and Date

The default format of the time and date format appears in the following figure:

Note: If the phone cannot obtain a time and date from the call server, the display will flash. If this occurs or if the time or date is incorrect, contact your system administrator.

To disable the time and date:

1. Press the ^Menu key.

2. Select Settings > Basic > Preferences > Time and Date > Disable.

To change the format of the time or date:

2. Select Settings > Basic > Preferences > Time and Date.

3. Select from Clock Date, Clock Time, and Clock Order.

4. Scroll through the options under each selection using the and keys.

5. Press the Select soft key to confirm your choice.

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Telego PBX User Guide, Release 1.2 Customizing Your Phone

6. To make changes to other date/time settings, press Back, or to return to the idle screen, press the ^Menu key.

Adjusting the Display Contrast

To adjust the display contrast, complete the following steps:

2. Select Settings > Basic > Contrast.

3. Press the Up or Down soft keys to increase or decrease the display contrast.

Note: You can also use the volume keys to increase or decrease the display contrast.

4. Press the Ok or Cancel soft key to accept or cancel changes.

5. Press the ^Menu key to return to the idle display.

Setting the Headset Memory Mode

This feature is especially useful for permanent or full-time headset users.

To permanently enable the Headset Memory Mode:

2. Select Settings > Basic > Preferences > Headset > Headset Memory.

3. Use the and keys to scroll down to Enabled.

4. Press the Select soft key.

5. Press the Menu key or the Exit soft key to return to the idle display.

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Using the Polycom Phone Customizing Your Phone

To activate Headset Memory Mode:

Press twice.

The headset key (bottom right of phone) or the headset icon (on the display) will flash.

To place a call in Headset Memory Mode:

1. Activate headset mode if it’s not already activated.

2. Press either the headset key, the New Call soft key, or the key.

To receive a call in Headset Memory Mode:

1. If headset mode is already activated, just press the Answer soft key.

2. If headset mode is not activated, just press the headset icon.

Changing the Incoming Ring Tone

2. Select Settings > Basic > Ring Type.

3. If multiple lines are configured on your phone, first select the line to change from the list using the and keys.

4. Using the and keys, select the desired ring type.

5. Press the Play soft key to hear the selected ring type.

6. Press the Menu key to return to the idle display.

Adjusting the Call Volume

During a call, press ^- ⁺ . The system automatically saves and remembers your last settings.

Note: After each call, handset and headset volume will return to a preset level, but the configura- tion can be changed by your system administrator. Speakerphone volume settings will be maintained across calls.

Adjusting the Ringer Volume

Press ^- ⁺ . The system automatically saves and remembers your last settings.

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Telego PBX User Guide, Release 1.2 Answering a Call

Muting the Microphone

During a call, press . The key lights up, indicating that the other party (or parties) cannot hear you. Microphone Mute applies to all modes: Handset, Headset, and Hands-free Speaker- phone. You can still hear all other parties while mute is enabled.

To turn off Microphone Mute, press again.

Placing a Call

Using the Handset:

1. Pick up the handset.

2. Dial the desired number.

Using Hands-Free Speakerphone Mode:

1. With the handset on-hook, press or the New Call soft key to obtain dial tone.

2. Dial the number.

OR

1. With the handset on-hook, dial the desired number using the dial pad

2. Press or the Dial soft key.

Using the Headset

1. With the optional headset connected, press or the New Call soft key to obtain dial tone.

2. Press .

3. Dial the desired number using the dial pad.

OR

1. With the optional headset connected, dial the desired number using the dial pad.

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Using the Polycom Phone Answering a Call

2. Press .

To permanently enable your headset, refer to Setting the Headset Memory Mode.

Answering a Call

When you are not in another call, you can answer a call using three different methods:

■ Using the handset

■ Using the speakerphone

■ Using the headset

Note: If your phone is configured for multiple line keys per line (as shown below), refer to the sec- tion on Multiple Call Appearances for instructions on how to answer a call.

A single line key is shown below:

Answering When Not in Another Call

In all cases, the active call will appear on the graphic display showing call duration and destination.

To answer a call using the handset:

Pick up the handset.

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Telego PBX User Guide, Release 1.2 Answering a Call

To answer a call using Hands-Free Speakerphone mode:

Do one of the following steps:

■ Press

■ With the handset on-hook, press opposite the incoming call (where the line status indicator is flashing green).

■ Press the Answer soft key.

To answer a call using the headset:

Press to answer the call through an optionally connected headset.

If Headset Memory Mode is activated, press or the Answer soft key.

Answering When in Another Call

You are busy on an active call and a second incoming call arrives on the same phone number.

■ If your phone is configured for a single Line Key per line:

– The second call will cause a call waiting tone to be played, the secondbline status indica- tor is fast flashing green, and an incoming call icon appears. Caller information for the incoming call appears on the graphic display.

■ If your phone is configured for multiple Line Keys per line:

– The second call will cause a call waiting tone to be played, the second Line Key indicator to fast flash green, and an incoming call icon appears. Caller information for the second Line Key appears on the bottom line of the graphic display.

■ If your phone is configured for shared lines:

– The second call will cause a call waiting tone to be played, the second Line Key indicator to fast flash green, and an incoming call icon appears on the second Line Key.

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Using the Polycom Phone Answering a Call

Note: If your phone is also configured for shared lines, the Reject soft-key is replaced by a Silence soft key and there is no the Forward soft-key. Pressing the Silence soft key will stop the ringing for that call.

To answer an incoming call on a line configured for a single line key:

■ Press or the Hold soft key to put the original call on hold.

■ Press to access the new call.

Soft key labels are updated on the display showing Answer, Reject, and Forward.

Answer the incoming call.

This places the original call on hold and refreshes the soft key labels.

Note: Incoming calls may be forwarded by pressing the Forward soft key.

To answer an incoming call on a line configured for multiple Line Keys:

■ Answer the call by pressing associated with the second incoming call.

The first call is put on hold and the second call is answered.

■ Press or the Hold soft key to put the original call on hold.

Soft key labels are updated on the display showing Answer, Reject, and Forward.

■ Answer the incoming call.

This places the original call on hold and refreshes the soft key labels.

Note: Incoming calls may be forwarded by pressing the Forward soft key.

To answer an incoming call on a shared line:

■ Answer the incoming call.

■ Press or the Hold soft key.

Anyone on another phone configured to use the same shared line may take the call by selecting

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Telego PBX User Guide, Release 1.2 Putting a Call on Hold

Ending a Call

To end a call, do one of the following:

■ Press the End Call soft key.

■ Replace the handset.

■ Press if in hands-free speakerphone mode or if in headset mode.

Redialing a Number

Redialing the Last Dialed Call

1. Press the ^Redial key.

A call to your last placed call is attempted.

Redialing a Previously Dialed Call

1. Press from the idle display to access the list of placed calls.

2. Scroll through the list to find the specific call.

3. Press the Dial soft key.

OR

1. Press Directories

and select Call Lists > Placed Calls.

2. Scroll through the list to find the specific call.

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Using the Polycom Phone Putting a Call on Hold

Note: These steps also apply to the Missed Call and Received Call lists.

Putting a Call on Hold

Holding a Single Call

Important: Avoid putting a conference call on hold because the Hold feature typically generates music or a beeping tone.

1. During a call, press the ^Hold key or the Hold soft key. Hold will be indicated on the graphic display.

2. Press the ^Hold key again or the Resume soft key to retrieve the call.

Holding Multiple Calls on a Single Line Key

If multiple calls are on hold on a single line key:

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Telego PBX User Guide, Release 1.2 Conferencing

1. Use the and keys to switch between the calls.

2. Press the Resume soft key to retrieve the desired call.

If more than two calls are on hold on a single line key, an indication appears on the graphic display, for example “2/3” indicating that this is the second call out of three calls.

Holding Calls on Multiple Line Keys

If calls are on hold on more than one line key, the details of the calls on any line key can be viewed by pressing that line key and holding it down for a more than two seconds. If a Line Key is depressed for less than a second, the first call on hold on that Line Key will be retrieved.

Using the Phone Directory

To place a call using your phone’s directory, complete the following steps:

.

2. Select Contact Directory.

3. Use the and keys to find the contact.

The directory cannot be modified from the phone itself. Modifications and additions must be made from the web interface (see personal address book).

Searching for a Contact

To search for a particular contact:

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Using the Polycom Phone Conferencing

1. Press the Directories

key.

2. Select Contact Directory.

3. Press the More soft key, and then the Search soft key.

4. Using the dial pad, enter the first few characters of the contact’s first or last name.

5. Press the Search soft key again to search for the contact.

You can dial any successful matches from the resulting information on the graphic display.

Conferencing

Setting up a Conference (when not in an active call)

1. Call the first party.

Note: You can either dial the phone number directly or search for the number in the Contact Directory or Call Lists.

2. Press the ^Conference key or the Confrnc soft key to create a new call.

The active call is placed on hold.

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Telego PBX User Guide, Release 1.2 Transferring Calls

3. Call the second party.

4. When the second party answers, press the ^Conference key or the Confrnc soft key again to join all parties in the conference.

Splitting a Conference Call

Press the Split soft key to split the conference.

Both parties will be on hold.

Setting up a Conference (when in an active call)

With one call on hold and the other in an active call, do the following:

1. Press the More soft key.

2. Press the Join soft key.

A conference is created with the active call, the call on hold and yourself.

OR

If you have more than one call on hold, press the and keys to switch to one of the calls on hold:

1. Press the Resume soft key.

2. Press the More soft key.

3. Press the Join soft key.

A conference is created with the active call, the call on hold, and yourself.

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Using the Polycom Phone Transferring Calls

Ending a Conference

Press the End Call soft key or hang up.

The other parties will continue to be connected.

Transferring Calls

You can transfer a call using three different methods: consultative transfer, blind transfer, and attended transfer.

Consultative Transfer

The consultative transfer allows you to consult with the party who is receiving the transferred call before you actually transfer the call.

1. During a call, press the ^Transfer key or the Trnsfer soft key.

The active call is placed on hold.

2. Do one of the following steps:

■ Enter the number to which you want to transfer the call.

■ Press the Directories

key, select Contact Directory, use the and keys to ac- cess the number, and then press the Dial soft key.

key, select Call Lists, select the appropriate list, use the and keys to access the number, and then select the Dial soft key.

■ Press , , or to access the desired call list, use the and keys to access the number, and then select the Dial soft key.

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Telego PBX User Guide, Release 1.2 Forwarding Calls

3. As soon as the ringback sound is heard or after the party answers, press the ^Transfer key or the Trnsfer soft key to complete the transfer.

You can talk privately to the party to which you are transferring the call before the transfer is completed.

If you are using a handset, the transfer can be completed by putting the handset on the cradle.

To cancel the transfer before the call connects, press the Cancel soft key.

Blind Transfer

With a blind transfer, the call is automatically transferred after you dial the number of the receiving party.

1. During a call, press the ^Transfer key or the Trnsfer soft key.

2. Press the Blind soft key.

3. Do one of the following steps to transfer the call:

■ Enter the number where the call will be transferred.

key, select Contact Directory, use the and keys to ac-

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Using the Polycom Phone Forwarding Calls

cess the number, and then select the Dial soft key.

key , select Call Lists, select the appropriate list, use the and keys to access the number, and then select the Dial soft key.

At this point, the call will be connected to the new number.

Attended Transfer

With the attended transfer, the parties are automatically connected to each other after you exit the conference.

1. Set up a conference call (see Setting up a Conference).

2. Press the End Call soft key or hang up.

The parties will continue to be connected.

Forwarding Calls

You can forward calls using two methods: (1) static forwarding (all incoming calls will be forwarded to another party or (2) dynamic forwarding (a single call—chosen at random—will be forwarded to another destination).

All incoming calls can be forwarded to another party while Do Not Disturb is enabled on your phone.

Note: Call Forwarding is not available on shared lines.

Static Forwarding

To enable call forwarding to another party:

■ Press the ^Menu key and select Features > Forward...

■ Press the Forward soft key from the idle display.

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Telego PBX User Guide, Release 1.2 Enabling Do Not Disturb

2. If multiple lines are configured on your phone, select the line to forward from the list using use the and keys.

3. Enter a number to forward all future incoming calls to.

4. Press the Enable soft key to confirm call forwarding.

The idle display returns with a moving arrow as the line label to confirm that call forwarding is enabled.

Tip Call forwarding call also be configured from the user portal (see Redirection Settings).

To disable call forwarding

■ Press ^Menu and select Features > Forward...

■ Press the Forward soft key from the idle display.

2. If multiple lines are configured on your phone, select the line to forward from the list using the and keys.

3. Press the Disable soft key to turn off call forwarding.

The idle display returns and the regular icon appears as the line indicator.

Tip If you have set call forwarding using the user portal (see Redirection Settings), you must disable call forwarding from the user portal.

Dynamic Forwarding

To forward an incoming call to another party:

1. With the phone ringing, press the Forward soft key.

2. Enter a number to forward the incoming call to.

3. Press the Enable soft key.

The incoming call is forwarded to the other party. If call forwarding is disabled, future calls will not be forwarded and forwarding will remain disabled.

Forward a Call Directly to Someone’s Voicemail

If your system administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can “blindly” transfer a call to someone else’s voicemail. The default for direct dial is “8.” If you are unable to use this default, see your administrator.

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Using the Polycom Phone Enabling Do Not Disturb

1. Put the call on hold using the ^Hold key on your telephone keypad.

2. Press the ^Transfer key or the Trnsfer soft key.

3. Press the Blind soft key.

4. Enter the mailbox prefix key.

5. Enter the extension number.

Example: ^Hold ^Transfer_*77 ⁸ ¹ ² ⁵³ ^Dial

The caller will be transferred to the extension’s voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing.

Enabling Do Not Disturb

A Single Line

Press Do Not Disturb

to prevent the phone from ringing on incoming calls. A flashing icon and text on the graphic display indicates that Do Not Disturb is on.

Calls that are received while Do Not Disturb is enabled are logged in the Missed Calls list unless configured to be forwarded to another party by your system administrator.

To disable Do Not Disable, press Do Not Disturb

again.

Tip This feature is local to the phone and will not prevent calls from ringing your cell phone.

If you have a cell phone configured to your extension and would like to stop all calls, configure DND from the user portal (see Redirection Settings).

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Telego PBX User Guide, Release 1.2 Instant and Text Messaging

Multiple Lines

If multiple lines are configured on your phone, Do Not Disturb can be set on a line-by-line basis from the list using the and keys. For more information, contact your system administrator.

When Do Not Disturb is enabled for a particular line, this is indicated by a flashing “X” next to the line indicator on the display.

Instant and Text Messaging

Instant Messaging—From the User Portal

Instant messaging is done from the user portal. The message will be displayed in the phone display of IP phones that have the space to display them.

1. Navigate to Settings > Instant Message.

2. Enter the destination and message.

3. Click Create.

When an instant message has been sent, the recipient will hear a quick ring. The message will then be displayed at the top of the phone display. To read the entire message, the recipient must:

1. Press the InstMsg soft key.

2. Press the Next soft key (to read additional messages).

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Using the Polycom Phone Instant and Text Messaging

Text Messaging—From the Phone

Sending Text Messages

■ Press ^Messages , then select Instant Messages.

■ Press ^Menu , then select Features > Messages > Instant Messages.

2. If multiple lines are configured on your phone, first select from which line to send the message from the list using the and keys.

3. Press the New soft key.

4. Enter the desired number.

Use the 1/A/a soft key to alternate between numeric and upper/lowercase alphanumeric modes.

5. Press the Ok soft key.

■ Press the Select soft key to choose from various pre-scripted short messages.

■ Press the Edit soft key to compose a custom message.

Use dial pad keys to cycle through the character set. Use keys 1, *, 0, and # to select special characters.

7. Press the Send soft key when finished.

8. Press ^Messages to return to the idle display.

Reading Text Messages

■ Press ^Messages and select Instant Messages.

■ Press ^Menu and select Features > Messages > Instant Messages.

■ Press the InstMsg soft key to read a message just received.

2. If multiple lines are configured on your phone, select from which line messages are to be retrieved from the list using the and keys.

Messages appear first to last in sent order.

3. Press the Next or Prev soft keys to cycle through messages in order.

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Telego PBX User Guide, Release 1.2 Managing Incoming Calls

4. Press the More soft key to access the Delete, Reply, and New soft keys.

5. Press ^Messages to return to the idle display.

Multiple Lines

Your phone can support up to 8 lines. Typically, the top-most Line Key is reserved for the principal number of the phone (see below). The lines of your phone are set up by the administrator and cannot be changed by the user.

Additional lines are displayed beneath the principal number:

Multiple Call Appearances

Each line on the phone can be configured to have one or more call appearances, which is useful if you are on a call and an incoming call arrives on the same line. For example, the figure below shows extension 6721 in an outbound call with 6722.

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Using the Polycom Phone Managing Incoming Calls

The next figure shows an incoming call from 1-800-665-9266.

To answer the incoming call when configured for multiple call appearances:

1. Press ^Hold or the Hold soft key to put the original call on hold.

The soft key labels are updated on the display with Answer, Reject, and Forward.

2. Press the Answer soft key.

To put the second caller on hold and return to the first one:

1. Press the Hold soft key to put the second caller on hold.

2. Press the key to navigate to the original caller.

3. Press Resume.

Managing Incoming Calls

You can distinguish incoming calls from contacts in your directory by setting up distinctive rings, sending calls directly to your voice mail, or by transferring calls directly to another party.

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Distinguishing Calls

You can customize your phone so that you can distinguish different parties by ring type.

To set a distinctive ring type for a particular contact:

key.

3. Use the and keys to scroll through the list to find the contact.

You can also use the star (*) key to page up and the # key to page down.

4. Press the Edit soft key and scroll down to the Ring Type field.

5. Enter the number corresponding to one of the ring types available.

6. For more information, refer to Changing the Incoming Ring Tone.

7. (Optional) To remove an existing value, press followed by 8. Press the Save or Cancel soft keys to accept or cancel changes.

or the Exit soft key repeatedly to return to the idle display.

Note: This feature is local to the phone and may be over-ridden by your organization’s settings. For more information, contact your system administrator.

Rejecting Calls

You can customize your phone so that incoming calls from a particular party are immediately sent to your voicemail.

To send incoming calls from a particular contact directly to voice mail:

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key.

4. Press the Edit soft key and scroll down to the Auto Reject field.

5. Use the and keys to select Enabled.

6. Press the Save or Cancel soft keys to accept or cancel changes.

key or the Exit soft key repeatedly to return to the idle display.

Diverting Calls

You can customize your phone so that incoming calls from a particular party are transferred directly to a third party.

To divert incoming calls from a particular contact:

key.

4. Press the Edit soft key and scroll down to the Divert Contact field.

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5. Enter the number of the party where the call will be diverted.

6. Scroll down to the Auto Divert field.

7. Use the and keys to select Enabled.

8. Press the Save or Cancel soft keys to accept or cancel changes.

key or the Exit soft key repeatedly to return to the idle display.

Call Lists

The phone maintains lists of missed, received, and placed calls (up to 100 for each list).

Note: Call lists features can also be accessed from the web interface.

followed by Call Lists.

2. Choose Missed Calls, Received Calls, or Placed Calls as desired. The Placed Call list ap- pears in the following figure:

■ To return the call, select the Dial soft key.

■ To edit the dial string, select the Edit soft key.

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■ To return to the previous menu, select the Back soft key.

For additional choices, press the More soft key followed by:

■ The Clear soft key to delete the call from list.

■ The Info soft key to view information about the call.

Press Directories to return to the idle display.

Tip: The following shortcuts can be used from the idle screen, as well as while placing calls or per- forming transferring and conferencing functions.

Shortcut Key Function

Access Placed Calls list Access the Received Calls list Access the Missed Calls list

Note: Call lists are automatically cleared when you restart the phone.

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C ^hapter 3

USInG STAr COdeS

Overview

This chapter provides instructions for using Telego's star codes. When using star codes with Polycom phones, you will need to select the Dial soft key after you have finished dialing.

Note: Before you can begin using star codes, your phone must be registered. If you have not yet registered your phone, see your administrator.

What are Star Codes?

Star codes are two-digit numbers prefixed with a star (*) and are used to tell the system what to do. Each star code maps directly to an action of the system, allowing you to access PBX features more easily. Star codes allow you to activate PBX functions, such as Do Not Disturb (DND), call forwarding, and Call Teach. To view the star codes that are available on your system, go to Lists >

Feature Codes.

.

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Telego PBX User Guide, Release 1.2 Basic Star Codes

Figure 3-1 lists the full set of star codes. These star codes are Telego’s Release 4.1 default codes.

Call Park³

Call Park Retrieve^3,5

Call Pickup^3,5

Retrieve Call from Cell Phone Call Return

Redial

Anonymous Calls Making Calls

Move Current Call to Cell Phone Transfer²

Hot Desking

Call Forward All (Activate)² Call Forward All (Deactivate)

Call Forward Busy (Activate)²

Call Forward No Answer (Deactivate)

Set Night Mode for

Domain Accounts³

Call Forwarding

Call Forward No Answer (Activate)²

Call Forward Busy (Deactivate)

Block CID (Activate)

Block Anonymous Calls (Deactivate)

DND (Activate)

Agent Log In^{3, 5}

DND (Deactivate)

Agent Log Out^{3, 5}

Block CID (Deactivate)

Block Anonymous Calls (Activate)

Go to Voice Mail

Intercom¹

Call Cell Phone of the Extension¹

Record New Greetings

Send Voicemails as Emails (Activate)

Send Voicemails (Deactivate)

Miscellaneous

Clear the Message Indicator

Add to White List Request Call Details

Add to Black List Wakeup Call

Clean up an Extension Show Account Balance

Record ON⁴

Voicemail

Cell Phones Call Center

Call Barge In¹

Teach Mode¹

Listen In¹

Record OFF⁴

1. An extension number is required after these star codes.

2. A destination number (e.g., an extension or an external number) is required after these star codes.

4. These codes are used during a conversation; the tones are audible and can be heard by the connected party.

5. These star codes must be identical to one another (e.g., *64/*64 and *86/*86) when configurated as a toggle button.

3. An argument is optional for these star codes.

Transferring Calls

*71

*72

*70

*74

*79

*78

*75

*73

*76

*80

*65

*81

*64

*83

*82

*52

*00

*51

*61

*91

*84

*62

*63

*92

*96

*97

*95

*89 *99

*88

*67

*98

*68

*87

*86

*77

*85

*93

*90

*66

*69

*94

Conference

*53

Figure 3-1. Telego Star Codes

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Using Star Codes Basic Star Codes

Basic Star Codes

Redial a Number (*66)

To redial the last number that was called from your phone, dial *66 and press the Confirm button on the telephone keypad. You can also call the last number that was dialed from your phone by using the Call Log from the web interface (see Chapter 4, "Using the Web Interface," and go to View the Call Log).

Example: ^* ⁶ ⁶ ^Dial

Call Return (*69)

To dial the number of the last call, dial *69 and press the Confirm button on the telephone keypad.

The number will be available until you establish a call to that number (not necessarily connect, however). This can help prevent you from calling back the same person twice. (However, if you use *69 and discontinue the call during its ring state, *69 cannot be used to access that number again, unless the caller calls again.)

Example: ^* ⁶ ⁹ ^Dial

Notes:

If you reach an external mailbox, the system will handle your Call Return as if the call had been success- fully established and will clear the number. If you reach a mailbox of another extension on the system, the Call Return number will not be cleared and you will be able to make successive attempts to reach that extension by dialing the Call Return code. The system will store a Call Return number only for calls that contain a valid caller-ID.

Telephones that share the same extension number share the same redial and Call Return number.

You can also call the last number that was dialed from your phone by using the Call Log in the web interface (see View the Call Log.)

Intercom (*90)

The Intercom feature mimics the old secretary-boss intercom systems. Intercom can be thought of as a one-part page with a two-way audio. This feature is used for communicating with one other person. The other party must have a separate extension number, as the Intercom feature does not work between two phones that are registered to the same extension. Also, the Intercom feature does not work when multiple registrations are involved with the receiving extension.

Note: Permission is needed to use the Intercom feature. If you are unable to activate this feature, see your administrator. Not all vendors support the Intercom feature. Check the user guide that came with your phone for more information.

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Telego PBX User Guide, Release 1.2 Transferring Calls

To activate:

1. Dial *90 and the extension you would like to intercom.

2. Press the Confirm button on the telephone keypad.

Example: ^* ⁹ ⁰ ⁵¹ ² ³ ^Dial

You can now begin conversing with the other party.

Paging (one-way, one-to-many communication) is another feature that can be used to contact someone.

See your administrator to have this set up.

Transferring Calls

Transfer Calls

Calls can be transferred using either the Transfer button on your phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer.

Blind Transfer

When you activate a blind transfer, the call is transferred with no knowledge as to whether the receiving party is available to receive the call. A blind transfer can be used for transferring calls to your voicemail or your cell phone.

1. Press the Transfer button on your phone, or press Hold and dial *77.

2. Enter the extension number (or phone number) of the recipient.

A blind transfer offers no confirmation of call connectivity. If the number is busy or does not exist or no one picks up, you will not be notified.

Attended Transfer

When using attended transfer, you must speak with the party who is receiving the call to ensure that the call is wanted.

1. Put the caller on hold (using the phone's Hold button). The LCD displays the call that is on hold.

2. Enter the destination number.

3. Once the party on the receiving end is prepared to take the call, press the Transfer button twice (the first Transfer connects the call; the second Transfer clears the music so that the parties can speak. (If your phone does not have a Transfer button, dial *77 to transfer the call.)

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Using Star Codes Transferring Calls

You do not need to press the Hold button to free the call. If the person is not available to take the call, you can press the Hold button to reclaim the call and discuss the available options with the caller.

Example: ^Hold ⁵ ⁰ 58 Transfer Transfer

Transfer a Call Directly to Someone's Voicemail

If your systems administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can "blindly" transfer a call to someone else's voice mail. The default for direct dial is "8." If you are unable to use this default, see your administrator.

1. Put the call on hold using the Hold button on your telephone keypad.

2. Press the Transfer key. (If your phone does not have a Transfer button, dial *77 to trans- fer the call.)

3. Enter the mailbox prefix key.

Example: Hold ₈ ₁ ₂ ₅₃

*77

Transfer Dial

The caller is transferred to the extension's voicemail. Because the caller bypasses the voicemail timeout, the caller does not hear any ringing.

This method does not need to involve an outside caller. To call a person's mailbox directly, dial 8123.

Example: ⁸ ¹ ² ⁵³ ^Dial

Call Park (85) and Call Park Retrieve (86)

Call Park allows you to send a caller to someone whose whereabouts (within paging proximity) are not known. The receiving party uses Call Park Retrieve (*86) to retrieve the call.

Scenario: A call comes in for Diane, but you do not know where she it, so you put the customer on hold, dial *85, and press the checkmark button. You then page Diane, “Diane, you have a call on extension 509” (509 is the extension on which the call was received). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves the call. Park orbits can also be used for parking calls (rather than using your extension). When using a park orbit, enter the extension number of the park orbit after *85.

Park a call on your own extension

1. Put the call on hold (music plays in the background). If your phone does not have a Hold button, refer to the user guide that came with your phone.

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Telego PBX User Guide, Release 1.2 Conferencing

2. Press *85 to park the call, then press the Confirm button on your telephone keypad.

Example: ^Hold ^* ⁸ ⁵ ^Dial

An announcement indicates that the call has been parked. At this point, the call can be retrieved by any extension by dialing *86 and your extension number.

Example: * ⁸ ⁶ 1 2 3 ^Dial

If the call is not picked up within a specified time (default is 1 minute), you will receive a call from the system reminding you that a call is waiting.

Park a call on a specific extension:

See your system administrator to determine which extensions are available for parking calls. The system administrator may configure specific park orbits (e.g., 800, 801, 802, and 803) on the system so that all users can park calls to the same place. This is useful for monitoring parked calls and buttons, as well as for applications that need to park calls. Park orbits also ensure that voicemail does not pick up.

1. Put the call on hold (music will play in the background).

2. Press *85 to park the call.

Example: 5

1 52

8

Hold

53 5*

Dial

An announcement indicates that the call has been parked. At this point, the call may be retrieved by any extension (which has permission) by dialing *86 and the extension number on which the call has been parked.

Example: ₆

1 52 8 53 5*

Dial

Call Pickup (*87)

Call Pickup allows you to pick up a phone that is ringing. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a hunt group or agent group.

Note: When compared to Call Park Retrieve, Call Pickup has a sense of urgency associated with it.

(You must pick up the ringing phone before the call goes to voicemail.) Call Park Retrieve allows you to take your time, as the caller is already in the system.

Telego User Guide. August 2011 Issue 1. Software Release 1.2