The switch has been
engineered based on one line per user. The switch features are pretty standard
for a business: forward; hold; transfer; pick-up groups.
Users can place most of
their own outgoing calls based on the class of service for the phone line. The
switch selects the best route for the call.
SLAC has chosen to provide
analog phones to the users. These have many advantages. They are available off
the shelf from many outlets, they are inexpensive, the interfaces work with
FAXes, modems, VoicePoint type devices, etc. Users can program their own
features and frequently called numbers into their phones and have more
flexibility than if we gave out “standard” (pre-configured) phones.
A
single-line phone connection is for general user phones. They have one
extension number. The phones normally have features that are user programmable.
A multi-line phone
connection is for secretarial phones. We have SL1 and 2616 phones currently.
These are digital phones and have multiple extensions each with their own key
(or button) on the phone. The Telecommunications Group must program these keys.
Voicemail features are also
pretty standard. We allow remote notification. We don’t allow dialing into the
voicemail system then out to an outside line. This is a security issue and
disabled by most businesses. Also, voicemail does not work exactly like a home
answering machine. You cannot set the number of rings before it forwards to
voicemail.
1. Logging in
·
Dial 4242
·
Enter your mailbox
number (or just press # key if you are dialing from the extension which matches
the mailbox number)
·
Enter your password
2. Changing Password
All
new users must change their password
·
Login
·
Dial 84
·
Enter new password
followed by # (must be at least 6 digits)
·
Enter new password
again for verification
·
Enter old password to
complete the change
3. Personalize Greeting
This
is what is played to callers when they get connected to voicemail system after calling
you
·
Login
·
Dial 82 1 to
personalize external greeting (what people from offsite are going to hear or
people onsite if you do not have an internal greeting)
·
Dial 82 2 to
personalize internal greeting (what people onsite are going to hear)
·
Press 5 to record your
message and press # to stop recording
·
Press 2 to playback
greeting
·
Press 76 to delete the
greeting
4. Record Personal Verification
This is what is stated first when someone is reviewing his or her
voicemail messages, along with the date and time of the message.
·
Login
·
Dial 89
·
Press 5 to record.
State your name and your extension. Press # to stop recording
·
We strongly recommend
that you include both your name and extension in your personal verification so
that when others try to reach you using name dialing (that is, by spelling your
name rather than entering your extension) and your line is busy or when they
receive a voice message from you, they can call you back directly.
·
Press 76 to delete the
personal verification. Then repeat the previous step to record it.
5. Express Messaging
This allows you to
leave a message for someone without actually ringing his or her extension
·
Dial 4555
·
Enter the voicemail box
which you want to leave a message in or enter 11 to use name dialing to find
their mailbox number
6. Name Dialing
·
Dial 8777
·
Spell the last name
followed by first name using the tone keypad on your phone. No blanks or
punctuation are needed. For 'Q,' press 7. For 'Z,' press 9.
·
As soon as a match is
found the number will be dialed automatically.
·
If more than one is
found you can list them by pressing # key
7. Setting Temporary Greeting
This is a way to record a temporary greeting that can be used while
you’re on vacation, etc. It will automatically revert to your normal greeting
at the time you request or when you delete the temporary one. You do not have
to erase your normal greeting.
·
Login
·
Dial 82 3
·
Dial 5 and record your
temporary greeting and press # key.
·
Dial 4. At this point
you are now using this temporary greeting and people will hear it when they
dial your number.
8. Erasing Temporary Greeting (if you did not enter an
expiration time when you set it up)
When you return from
vacation, etc. and you are ready to revert to your standard greeting.
·
Login
·
Dial 82 3
·
Dial 76
9. Login To Your Voicemail After Leaving Message
After you’ve left a
message for someone you do not have to hang up to login to your own voicemail.
·
When you have finished
leaving the voice mail for someone press #79 to Send it.
·
Press 81
·
Login to your mailbox
as usual
10. Logout of Voicemail
·
Press #83 to logout
from voicemail properly.
11. Getting Help
·
Press * at any time.
12. Updating Voice Menu
Some people have a voice menu. For example, a menu might be used to
allow the caller to press 1 to page them and press 2 to leave a message.
·
Dial 5110 – this begins
the login sequence for the voice menu maintenance facility
·
Enter your menu id and
password when prompted
·
Enter 1, then 5 to
record a new greeting
·
Press # when you are
done
·
Dial 4242 to update
your personal verification, greeting, and remote notification instructions for
each of your mailboxes. You need to call voicemail and log in to each mailbox
to update this information.
13. Prevent Getting Locked Out of Your Mailbox
·
Do not enter your
password incorrectly more than two consecutive times during a single logon
session. If you enter an incorrect password for the third time, the mail system
will lock you out, that is, not allow you to access your mailbox until your
password has been changed.
·
If you’re not sure you
remember your password correctly, try it twice (or two different passwords once
each); hang up; log on to voice mail again if you want to try two more
passwords.
·
If you are locked out
or simply can’t remember the password, leave a message to that effect at ext.
2200, the telephone trouble call number. Give your mailbox number and the name
and extension of the person that SCS should call with your password. SCS does
not have a record of your password but will change it to a new password within
three hours of your call assuming you call during business day before 2 p.m. If
you can't log on using the new password email entapps-tc@slac.stanford.edu for
assistance.
14. Your Mailbox is Almost Full Message
·
When you hear this
message after logging on to your voice mailbox it means that you have archived
(that is, stored) almost 10 minutes of messages. The solution, of course, is to
review your archived messages and delete some or all of them.
·
If you don’t prune
them, the message may change to “Your mailbox is full. Please delete your
messages.” When that happens, you will continue to receive new messages, and
you will be able to listen to new or archived messages and delete messages.
However, you will not be able to forward, save messages, or perform any other
mail function.
·
Try plugging in another
Single-line phone to the phone jack and see if it fixes the problem.
·
Try replacing the
batteries.
·
Unplug the fax machine
and plug in a single-line phone. If it works then you’ll need to contact
whomever provides service for the fax machine. SCS only provides telephone line
support.
Be thorough in your request! If we have to call for clarification it only delays completion time.
Do not combine orders!
1) New Install Request
A Hardware order is one that requires new “physical” line
installation in the switch and/or office. These orders are usually completed in
four weeks or less.
A Software
order is one that can be completed from within the phone system entirely.
Software orders are much faster. If you can identify, before placing the order,
that a new install is not needed then the order can be processed much faster
(hours, instead of days). You can usually tell this by just plugging a phone
into the wall where you want to place the new line. (This will only work if the
line is a single-line setup and you plug a single-line phone into it. Secretarial
lines should never be unplugged from the wall.) If it has dial
tone then it would be just a software order to change the phone number. In
addition, you would need to identify what number it is currently programmed as
by dialing a secretarial line or SLAC Guards at 2551.
a) When is this needed?
i)
When there is no phone
line in the location
ii) When there is a phone line but it is dead and you
don’t know what number used to be associated with it
b) When is this not needed?
i)
When there is a phone
line in the location and there is dial tone when you plug a phone in. In this
case you would be doing a move/swap to place a different phone number on the
line.
ii) When there is a dead phone line and you know what
extension used to be on it. In this case you would be issuing a Repair Request
for that phone number.
c) What you need to know first
i)
Exact location of where
phone line should be placed or where the dead phone line is
ii) Initial setup of phone:
(1) Phone type
(a) Single-line, multi-line, with or without speaker,
message light, etc.
(b) Default is Single-line without speaker
(c) (We have very few message light lines in switch, may
have to be put on waiting list
(2) Handset cord type
(a) This is for connection from phone to handset
(b) Default is 4 feet
(3) Length of wall cord
(a) This is for connection from wall to phone
(b) Default is a few feet
(4) Call Waiting
(a) Default is No
(5) Voicemail
(a) Default is Yes
(b) Be sure to spell the name correctly. If we have to
fix it later that means removing the old voicemail box (and any messages) and
creating a new one.
(6) Number dialed when caller presses 0
(a) Default is SLAC Operator
(7) Number called when line is busy
(a) Default is voicemail
(8) Number called when line is not answered
(a) Default is voicemail
(9) Class of service for dialing
(a) Default is local
(b) Authorization is needed if you choose International
iii) Date you need the line/phone installed by
d) You must also do a Directory Change request to add
the number to the SLAC Phone Directory
2) Disconnect Request
a) When is this needed?
i)
When you are sure you
don’t need the phone number any more. It saves SLAC $15/month to disconnect but
will cost SLAC for a new install if you change your mind later.
ii) If this is a number which rings in two places and you
are ready to have it ring in just one location you would submit a Disconnect
request and provide the building and room of the line no longer needed. This
type of disconnect does not save money but simplifies the configuration a
little bit.
b) You must also do a Directory Change request to remove
the number from the SLAC Phone Directory
c) Be sure you really don’t need the number before
requesting the Disconnect. If you change your mind later it could take a couple
weeks to get it re-instated.
3) Directory Change
a) When is this needed?
When there is an error in the master list of
phones/atoms. This is also the information you see when you do web SLAC Phone
Directory lookups.
We depend on the ATOMs for the accuracy of this data!
4) Equipment Change
a) When is this needed?
i)
To change phone type
(e.g. Single-line, multi-line, speaker, message light, etc.). Note that this
would involve a switch change too, which takes longer.
ii) To change length of wall cord
iii) To change the location of a phone
iv) To change length of handset cord
5) Feature Change
a) When is this needed?
i)
To change Class of
Service to onsite, local, national, or international
ii) To add/remove call waiting
iii) To add/remove voicemail – voicemail can only be added
for people already listed in SLAC Phone Directory
iv) To specify extension dialed if caller presses 0, if
other than SLAC Operator
v)
To add/remove forward
to voicemail or another number if busy
vi) To add/remove forward to voicemail or another number
if no answer
b) Other features which can be written into Comment
section
i)
Call Pickup Group
This
enables other members of the “pickup group” to answer someone else’s phone.
ii) Message Waiting Indicator
This
feature notifies the user when a new message is received. Note this will likely
require a New Install request if the line is not already capable of this
feature.
c) If voicemail is requested
i)
The initial password is
set to the day the voice mailbox is installed, followed by the extension
number. The ATOM or new voicemail user will be notified. The user should change
the password (use 8 4 in voicemail) as soon as possible.
d) If International is requested
i)
Follow up with email to
cottrell@slac.stanford.edu and entapps-tc@slac.stanford.edu
. You need to get Group Leader to send email that specifically authorizes
international class of service for this phone number and provides an account
number to potentially charge in case of abuse.
6) Move/Swap
a) When is this needed?
You have an active phone line in a room and just need to change the
phone number. If you are unsure what number is in a room then plug in a phone and
call a number that has a secretarial phone set or call the SLAC Guards at 2551.
The number will be displayed on their phone. You may have to plug a single-line
phone in before it will work since the phone lines have to be configured
specifically for one or the other. If the single-line does not work DO
NOT try secretarial phone as they should never be unplugged from the
wall.
b) Types of Changes
i)
Assign Temp Number
(1) This means someone is probably going to move into the
"From" location soon after someone else moves out to a new room. However, the ATOM does not yet know who
the new person will be.
Telecommunications will select an unused DN to go into the
"Building-From", "Room-From" location. Later, when someone moves into the
“From” location, the ATOM can just do a directory change to assign the
extension to that person. Or, they
can send another Move/Swap if the person already has another extension in some
other location. Since the line is
still active, we can often do the second Move/Swap in software.
ii) Keep Same Ext in New Location
(1) Someone is moving to a new office, but you want to
have the phone ring in both offices until the move is complete. Later, the ATOM can send a Disconnect
for the "From" location or a Move/Swap to move someone else into the
room.
iii) Swap
(1) If you’ve got two rooms with active lines and you
want the phone numbers swapped between the two rooms.
iv) MultExt Change
(1) If you are moving more than two lines and some or all
orders depend on each other in order to be completed properly.
c) You must also do a Directory Change request to update
the SLAC Phone Directory to reflect your changes
7) Searching Active Requests
You can check on
the status of open requests via SPRS.
a) When you click on All Services link you’ll find the
“lookup” facility. You can look for each of the types of requests we covered
above (Install; Disconnect; Directory Change; Equipment Change; Feature Change;
or Move/Swap)
8) Searching All Requests
a) When you click on All Services link you’ll find the
“Search” facility. You can look for each of the types of requests we covered
above (Install; Disconnect; Directory Change; Equipment Change; Feature Change;
or Move/Swap)
b) You will need to provide some information so that the
query can be made and you’ll get a list of all records in the system matching
your criteria.