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Cisco – VOIP ( V oice O ver IP )- Phone System

7910 7940 7960 Cisco – VOIP ( V oice O ver IP )- Phone System TRAINING The Pennsylvania State University - College of Engineering Electronic & Computer Services (ECS) formerly Center for Electronic Design, Communications & Computing (ECS Training – 2003)

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Cisco – VOIP ( V oice O ver IP )- Phone System

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  1. 7910 7940 7960 Cisco – VOIP (Voice Over IP)- Phone System TRAINING The Pennsylvania State University - College of Engineering Electronic & Computer Services (ECS) formerly Center for Electronic Design, Communications & Computing (ECS Training – 2003) L:\trgdocs\Phones-VOIP-Cisco\VOIP-Phone-BasicTrg.ppt (02/21/03 – sbp – rev. 08/03)

  2. VOIP – Training Outline • VOIP Phone – General Information • What is VOIP & Advantages of VOIP Phones • PreInstallation, Installation, & Post-Installation of Phones • VOIP Phone Models & their capabilities • Key people involved with the VOIP Phone System setup • Who to Call for HELP? • Features that may be different or unavailable • Becoming Familiar with the Phone and its buttons/keys • BASIC Features of the Phone • Step through basic functions (transfer, conference call, etc.) • Phone Settings (Audio—ring type/volume, set greeting msg) • VOICE Mail Capabilities [Unified Messaging via Email] • New voice mail capabilities through your Email program • Access VoiceMail while your away from the office (using phone or browser) • UNIVERSITY-RELATED Capabilities (TNS, aka OTC) • ‘Call Pickup’ Groups • ‘Meet Me’ Conferences • Directory Services • Information Services

  3. Call Manager Server Verizon Public Telephone Network AT&T What is VOIP? • Voice Over Internet Protocol • A telephone system which takes advantage of the existing data network combining elements of current telephone and data technologies VoIP System Structure

  4. Advantages of VOIP (Voice Over Internet Protocol) • $$ Savings • Should save $$ in the long run with lower monthly bills from TNS • VoiceMail messages can be ported to your email client (must be an Exchange client) • You can receive your VoiceMail messages anywhere by simply logging into your email either at the office or from a remote location (home, hotel, etc.) • *OR* by calling the College’s phone number (814-865-2700) and entering your security ID # to gain access to your Voicemail, as well as your email messages • Use Directory Services through your phone to search for PSU phone numbers (near future) • University will make information available from the Penn State LDAP server • You can search for phone numbers directly from your VOIP phone

  5. PRE-Installation- What Happens BEFORE the phone is installed? ‘Informational’ meeting – TNS General information about new VOIP phone system Capabilities Phone Models available Timeframe Plan to meet with Individual Areas TNS personnel will contact and meet with people within an area Determine phone configurations – work group issues, etc., phone model requested Forms are completed – official request made 6-8 weeks prior to implementation to obtain phones Installation– Phones installed by TNS – new phones activated Pre-Installation, Installation, & Post-Installation • Post-Installation – What Happens AFTER the phone is installed • Setup by User of: • Ring Type, Volume – under [Settings] • VoiceMail Greeting • VoiceMail • <any other settings> • Download/Install VoiceMail Setup for Email client (optional) • Information at www.engr.psu.edu/unity/ • Check Phone numbers & test out phone

  6. Cisco Phone Models Let’s take a look at the various VOIP phone models that are available and their features [Available Models - 7910, 7940 & 7960]

  7. Cisco IP Phone 7910 (one-line) Provides a Single line set capable of two (2) simultaneous calls and four (4) interactive keys that guide a user through call features and functions. LCD screen (2) • The IP Phone "desktop" which displays the time, date, your phone number, caller ID, line/call status and the soft key tabs. Line button (3) • Opens a new line, speed dials the number on the LCD screen, or ends a call. Hold, Transfer, Conference, Forward (4, 5, 9, 10) • Commonly used call features Messages, Redial (8, 11) • User convenience features Volume buttons (14) • Increases or decreases the volume for the currently active voice receiver: handset, or speakerphone. The volume keys also control the ringer volume (if on-hook), and the contrast of the LCD. Function toggles (12, 13) • Toggles the speaker, and mute functions on and off. • (Note the speaker function is call monitor only) Dialing pad (16) • Press the dial pad buttons to dial a phone number. Dial pad buttons work exactly like those on your existing telephone. Handset (1) • Lift the handset and press the dial pad numbers to place a call, review voice mail messages, answer a call, and so forth. NO speaker phone capability on this phone & no LCD screen like other 2 models

  8. 7910 - TNS Design: Lines/Speed Dials, Options • The Cisco IP Phone 7910 is configured with 1 Directory number and two speed dials**. • Standard phone template for TNS deployment • 1 Primary Directory number • 2 Speed Dials (user configured)** • OPTIONS – Cisco IP Phone 7910 features include: • 2 user-adjustable ring tones • A hearing-aid-compatible handset (meets American Disabilities Act [ADA] requirements) • Comfort noise generation and voice activity detection (VAD) programming on a system basis • The phone also includes the following settings: • Display contrast • Call status **Speed dials on this 7910 model MUST beprogrammed on the phone by TNS

  9. Cisco IP Phone 7940(2-line) Provides two (2) programmable line/feature buttons capable of four (4) simultaneous calls and four interactive ‘soft keys’ that guide a user through call features and functions LCD screen • The IP Phone "desktop" which displays the time, date, your phone number, caller ID, line/call status and the soft key tabs. Line or speed dial buttons • Opens a new line, speed dials the number on the LCD screen, or ends a call. Footstand adjustment • Adjusts the angle of the phone base. Soft keys • Soft key functions change depending on the status of the phone (for example, whether you are on a call or the phone is not in use). The key's current function is shown on the LCD screen. i button (this could be represented by a [?] buttoninstead) • Displays online HELP for a phone key or function. On-screen Mode buttons • Provide access to the voice mail system (when available), call histories, directories (when available), phone settings such as contrast and ring type, and network configuration and status information. Volume buttons • Increases or decreases the volume for the currently active voice receiver: handset, headset, or speakerphone. The volume keys also control the ringer volume (if on-hook), and the contrast of the LCD. Function toggles • Toggles the headset, mute, and speaker functions on and off. Scroll key • Enables you to move among different soft key options displayed on the LCD screen. Dialing pad • Press the dial pad buttons to dial a phone number. Dial pad buttons work exactly like those on your existing telephone. Handset • Lift the handset and press the dial pad numbers to place a call, review voice mail messages, answer a call, and so forth.

  10. 7940 - TNS Design: Lines/Speed Dials, Options The Cisco IP Phone 7940 can be configured with 2-Directory numbers or two speed dials*. • Standard phone template for TNS deployment 1 Primary Directory number 1 Speed Dial (user configured)** • Template 2 Option 1 Primary Directory number 2nd Directory Number (same as PDN or other) No speed dials • OPTIONS - Cisco IP Phone 7940 features include: • 24 user-adjustable ring tones • A hearing-aid-compatible handset (meets American Disabilities Act [ADA] requirements) • G.711 and G.729a audio compression • Comfort noise generation and voice activity detection (VAD) programming on a system basis • The phone also includes the following settings: • Display contrast • Ring type • Network configuration and network status • Call status Soft Key Options: Redial New Call Call Forward All Hold End Call Resume Answer Meet-Me Conference Pick-up Group Pick-up Transfer Park Conference (Ad-hoc) *You can mix & match phone lines & speed dials to total the number of lines you have available on your phone model (2 lines total for 7940) **TNS must currently configure speed dials

  11. Cisco IP Phone 7960(6-line) Provides six (6) programmable line/feature buttons capable of (12) twelve simultaneous calls and four interactive ‘soft keys’ that guide a user through call features and functions LCD screen • The IP Phone "desktop" which displays the time, date, your phone number, caller ID, line/call status and the soft key tabs. Line or speed dial buttons • Opens a new line, speed dials the number on the LCD screen, or ends a call. Footstand adjustment • Adjusts the angle of the phone base. Soft keys • Soft key functions change depending on the status of the phone (for example, whether you are on a call or the phone is not in use). The key's current function is shown on the LCD screen. i button (this could be represented by a [?] buttoninstead) • Displays online help for a phone key or function. On-screen Mode buttons • Provide access to the voice mail system (when available), call histories, directories (when available), phone settings such as contrast and ring type, and network configuration and status information. Volume buttons • Increases or decreases the volume for the currently active voice receiver: handset, headset, or speakerphone. The volume keys also control the ringer volume (if on-hook), and the contrast of the LCD. Function toggles • Toggles the headset, mute, and speaker functions on and off. Scroll key • Enables you to move among different soft key options displayed on the LCD screen. Dialing pad • Press the dial pad buttons to dial a phone number. Dial pad buttons work exactly like those on your existing telephone. Handset • Lift the handset and press the dial pad numbers to place a call, review voice mail messages, answer a call, and so forth.

  12. 7960 - TNS Design: Lines/Speed Dials, Options *You can mix & match phone lines & speed dials to total the number of lines you have available on your phone model (6 lines total for 7960) **TNS must currently configure speed dials The Cisco IP Phone 7960can be configured with multiple combinations of directory numbers and speed dials*. • Standard phone template for TNS deployment (most phones) 1 Primary Directory number 5 Speed Dial (user configured) • Template 2 option 1 Primary directory number 1 Secondary directory number 4 Speed Dial (user configured)** • Template 3 Option 3 (or 4 or 5 or 6) Appearances of the same Primary directory number 3 (or 2 or 1 or none) Speed Dial (user configured) This arrangement used for primary answering points with call forward busy from line 1 to 2, line 2 to 3, and line 3 to another endpoint. OPTIONS - Cisco IP Phone 7960 features include: • 24 user-adjustable ring tones • A hearing-aid-compatible handset (meets American Disabilities Act [ADA] requirements) • G.711 and G.729a audio compression • Comfort noise generation and voice activity detection (VAD) programming on a system basis The phone also includes the following settings: • Display contrast • Ring type • Network configuration and network status • Call status Soft Key Options: Redial New Call Call Forward All Hold End Call Resume Answer Meet-Me Conference Pick-up Group Pick-up Transfer Park Conference (Ad-hoc) Cisco IP Phone 7914 Add-on Module: • 14 additional line buttons or speed dial buttons may be configured via a model 7914 add-on module. • Up to two (2) 14-button add-on modules may be used in conjunction with the model 7960 Cisco IP phone.

  13. What You Need to Determine for Your New Phone Set… • YOU (or your area) need to decide: • What phone line(s) are needed • What lines should appear on your phone set? • Call waiting? • Speed dial • What line(s) do you want to speed dial on your phone? • Pick-Up Groups • Call Forwarding Paths • Unified Messaging • Voicemail to College mail server – you must have an ENGR email account

  14. College of Engineering Tom Long, CEDCC 3-6104 tlong@engr.psu.edu Tom is system administrator for the College’s Unity Unified Messaging Server that will port the voicemails to our email server Website URL – www.engr.psu.edu/unity This website provides information, online tutorials from Cisco, download/install instructions for ViewMail for your email program, etc. College’s Remote Phone # To access voice mail remotely – 814-865-2700 University – TNS(Telecommunication Network Services – formerly OTC) Jerry Stimely, TNS 863-2815 stimely@psu.edu Jerry is the Telecommunications Analyst who handles the VOIP implementations Key People Involved with VOIP Phones (College & University Contacts)

  15. Who to call or Where to go for HELP!!!

  16. Features that May be Different or Currently Unavailable by TNS(What’s Coming Down the Road with VOIP) • ‘Speed Dial’ Issues • Must currently be set up by TNS, not YOU • Contact TNS with requests to set up speed dial on your phone • This will ultimately be a ‘user-setup’ feature where an individual can set up speed dial on his/her own • ‘Meet Me’ Conferencing • This is the capability of being given a ‘meet-me’ number which is assigned by TNS and an orginator of a call can conference call parties at a given time • LDAP Directory Search (near future) • You will have the capability at some point to search for phone numbers of all people within the Penn State community using your phone • ‘Call Pickup’ and ‘Group Pickup’ • Call Pickup and Group Pickup are features that will be available in the future where group pickups can be set up so that someone hearing a phone ring in an area can ‘pick up’ for someone within the group, etc. • Information Services • In the future, there will be other services provided by TNS related to your VOIP phone • Forward ALL Calls from the Web • In the future, you’ll be able to set the option to forward all your calls by using your Web Browser

  17. 7910 7940 7960 Becoming Familiar with the Phone and its buttons/keys • Let’s take a look at the phone and its buttons/keys you’ll need to know about • Depends on the model of phone you have installed • 7910 • One-line phone • 7940 • 2-line phone • 7960 • 6-line phone (with capability to add on) • Refer to the graphic pertaining to each model with each button/key noted

  18. Unified Messaging - College ‘Unity’ server[SendingVoice Mail to Email] • Tom Long (ECS, formerly CEDCC) • Administrator for the Unity server in College • College of Engineering - Unity ‘Unified Messaging’ Server • Set up to port voice mail to the email server in College • Users must have a College of Engineering mail account to use the unified messaging capability • FAX Server to be installed (future capability) • FAX capabilities would also be available • FAX’s received could be ported to College email server as attachments

  19. How Does My VOIP Phone Work with My Email??? How do my VoiceMail messages get into my Email InBox? L:\trgdocs\Phones-VOIP-Cisco\VOIP-Phone-WorkswithEmail.ppt (sbp 12/02)

  20. University TNS (formerly OTC)‘VOIP’ (Voice Over IP) Servers CollegeServers College FAX Server (handles incoming FAX’s and sends to mail server) ‘Unity’ – Unified Messaging Services(handles VOIP voice mail and ties to our mail server) Exchange MAIL Server (College’s Email Server) ‘Call Manager’ Voice Mail Message sent to Email server Received FAX sent to Email server Incoming Call Received FAX sent to FAX server Voice Message is saved as a .wav sound file attachment; FAX is also a file attachment Incoming Call HOME or Remote Location I can’t answer that-I’ll let voice mail pickup Voice Mail message Unity server OFFICE (w/ VOIP phone) University Centrex System Incoming Call No answer – Voice Mail left Incoming FAX • To check your voice mail, you can: • ON PHONE--Use the [Messages] button • ** OR ** • USING EMAIL - Check your email (if an Exchange client) • At home or a remote location, to check your mail (email, voice mail, fax) , you can: • Call 814-865-2700 to connect to your voice mail remotely (you’re prompted to enter ID (5-digit office phone #) & security password # (4-digit number) • ** OR ** • Log into your Exchange mail (WebMail, etc.), and check your email (if an Exchange client) • ENGR: https://mail.engr.psu.edu/exchange/

  21. VOICE Mail Capabilities [Unified Messaging via Email](College-specific capability) • New voice mail capabilities (related to Email) • Setting up voice mail • Security number to use for initial voicemail setup - 1234 • Retrieving voice mail • From your office phone or remotely (from home, cell phone, etc.) • From your email program (Outlook/Exchange email client) • This is going to be recommended because of the limited licenses accessing voicemail from your phone • Optional Installation for setup of email client )-’ViewMail’ Utility • You can install an ‘optional’ ‘ViewMail’ utility where a voice can announce incoming voicemail messages, and other settings can be configured. This is not necessary for Voicemail to work with your email program • Go to www.engr.psu.edu/unity/ for install information • Important: ViewMail software will not work for POP email clients or for those using MAC’s • Checking your voicemail from the WEB Call Manager (University) • In the future, you will be able to access your voicemail via your web browser – you would connect to the University’s Web Call Manager • You will also be able to set up your own speed-dial numbers and set other personal options

  22. Setting Up Your VoiceMail for the First Time on Your Phone • Setting up voice mail (Quick Reference) • Once your phone is installed, you’ll need to initially setup your voicemail and record a greeting • IMPORTANT: The Security number to use for initial voicemail setup – 1234 • You’ll change this number to something that you will only know, such as a PIN number for an ATM card • Most of the time there is a [Messages] button on your phone • The first time you use your phone, a voice recording will step you through setting a different security number and other options

  23. Retrieving your Voice mail • Retrieving your voice mail (Quick Reference) • From your office phone • [Messages] button • From your email (Outlook/Exchange email client) - Recommended • The voicemail message looks like a regular email message with an attachment (the voicemail message is simply converted into a .wav file) • The email message ‘Subject’ will say ‘Message from…..(either the person’s name if in the College of Engineering or the phone number) • From home, cell phone, or remote location, you can: • Use your Web Browser, and access your WebMail • https://mail.engr.psu.edu/exchange/ • Enter your network username/password • Check your email messages – the voicemail messages will be included and will look like an email message with a .wav file attachment • Call 814-865-2700 – this will get you to the Unity Server here in the College, you’d enter your ID [5-digit office phone number] & security [4-digit password] number you identified • Note: You can also submit your home or cell phone numbers, and Tom Long can configure the server to identify you if you use those phone numbers to access your voicemail – no need to enter your office phone ID (your 5-digit phone number) – you would still need to enter your 4-digit password • Installation of ‘ViewMail’ utility is not required for setup of email client • ViewMail installation from www.engr.psu.edu/unity/ is optional • Added features like a voice alerting you that you have voicemail, etc. • Important • ViewMail software will not work for POP Email clients and those using MACs • From the WEB Call Manager (TNS) – (future) web capabilities like retrieving voicemail, setting options, etc. using your browser

  24. University-Related Capabilities (managed by TNS, aka OTC) • ‘Call Pickup’ Groups • A request would need to be made to TNS for ‘call groups’ to be set up • Just as you would request speed dial, phone number configurations, etc. • ‘Call pickup groups’ can be set up for people within an area to pick up phone calls within that group • This is set up by the University (TNS) system administrator • ‘Meet Me’ Conferences • This is NOT available at this time • The University (TNS) system administrator sets up a ‘meet me’ conference • You would request a ‘conference-call-type’ meeting where people would call an assigned number at a specified time • Rather than you initiating a ‘conference call’ by dialing and connecting people together • Directory Services (near future) • TNS – capability to access phone directory information through the phone • If you need to find the phone number for an individual • The University will have the LDAP (Light Directory Access Protocol) directory information available where you can search for someone’s phone number across campus • This is set up by the TNS system administrator • Information Services • Additional services available through the TNS • How to access

  25. 7910 7940 7960 BASIC Features of the Phone • Using the ‘Quick Reference’ handout: • We’re going to step through: • Some important basic functions of the VOIP phones • Transfer, conference call, call forwarding, etc. • Phone Settings (ringer, volume, etc.) • Changing Audio (ring type/volume) • Set Up Greeting • The ‘Quick Reference’ handout can then be used as a guide when you return to your office

  26. VOIP VOIP Any Questions ? ? • REMEMBER: • If you have problems when you go back to your office • Please don’t hesitate to call the College/University contacts for HELP, or access the Web • Checklist • Use the checklist & quick reference to set up and check your phone and its capabilities when you get back to your office • Can’t find anyone to solve your problem?? • If you can’t find someone to help you, you can always call us here in the Training Lab at 863-4666 or email us at spysher@engr.psu.edu or agrattan@engr.psu.edu

  27. CiscoVOIP Phones * * Quick Reference * * CEDCC – VOIP Training – 2002-03

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