m5 User Guide Cisco 794x 796x 6.0 2007 02 SCCP Non-booklet

M5 Outsourced IP Phone System 1

M5 Cisco IP Phone User Guide LEARN THE FEATURES OF YOUR PHONE

For Cisco 7940, 7941, 7960 and 7961 IP Phones

Using the M5 Outsourced IP Phone System

2 M5 Cisco IP Phone User Guide Version 2007_04.3

Welcome from Our CEO Congratulations on choosing M5's Outsourced IP Phone System. M5 Networks is one of the country's leading outsourced IP phone system providers, and trustworthiness is at the heart of our philosophy and business model. By outsourcing to M5 instead of buying another phone system and signing more local and long distance contracts, businesses save valuable time and hard dollars. M5 was founded in 2000, and since inception has been entirely focused on delivering the most reliable business phone system service in the industry. We look forward to continually improving our service to better suit your needs. Thank you for entrusting your communication needs to us. Sincerely, Dan Hoffman


Contents Getting to know your phone .................................................................. 4 Key elements of your phone’s layout .................................................... 5 Using Softkeys ...................................................................................... 6 Navigating Menus ................................................................................. 6 Entering Text or Special Characters ..................................................... 6 Understanding Lines, Calls, and Line Buttons ...................................... 6

GETTING STARTED ................................................................................ 7 Adjusting the Phone Angle ................................................................... 7 Adjusting the Volume ............................................................................ 7 Adjusting the Display Contrast .............................................................. 7 Adjusting the Ring Type ........................................................................ 7 Setting Up Voicemail Greetings ............................................................ 8

CALLING FEATURES .............................................................................. 8 Placing Calls ......................................................................................... 8 Answering Calls .................................................................................... 8 Transferring Calls .................................................................................. 9 Transferring to Voice Mail ................................................................... 10 Ad-hoc Conferencing (Confrn) ............................................................ 10 Using Multiple Channel Park (MC Park) ............................................. 10 Using Indicated Call Park (IC Park) .................................................... 11 Forwarding .......................................................................................... 11 Placing Intercom Calls (Intcom) .......................................................... 11 Do not Disturb (DnD) .......................................................................... 12 Abbreviated Dialing ............................................................................. 12 Mute .................................................................................................... 12

MESSAGES ............................................................................................ 13 Accessing Personal Voicemail ............................................................ 13 Configuring Your Custom Operator Number (Zero-Out Number) ...... 14

SERVICES .............................................................................................. 14 Employee Directory............................................................................. 14 Company Phone Book ........................................................................ 14 Personal Phone Book ......................................................................... 14 Viewing & Dialing From Phone Books and the Employee Directory .. 14 Search Entries .................................................................................... 14

DIRECTORIES ........................................................................................ 15 Accessing Directories ......................................................................... 15 Missed Calls ........................................................................................ 15 Placed Calls ........................................................................................ 15 Received Calls .................................................................................... 15

THE M5 WEBPORTAL ........................................................................... 16 Accessing the M5 WebPortal .............................................................. 16 Services Available through the WebPortal ......................................... 16 Accessing WebPortal Help ................................................................. 16

911 LIMITATIONS .................................................................................. 17


Introducing your IP Phone Getting to know your phone Your Cisco IP phone is a full-featured phone that provides voice communication over a network. The phone functions much like a traditional phone, allowing you to place and receive calls. It also supports features such as call forwarding, redialing, speed dialing, transferring, conferencing, and accessing voicemail. Your IP phone has several key components, illustrated below:

Unlike the 7940 and 7960, the 7941 and 7961 have line buttons that light up depending on line status, as well as a higher resolution display.

The 7960 and 7961 both have six line buttons, while the 7940 and 7941 have two.

Line buttons


Key elements of your phone’s layout Element FunctionHandset light strip Flashes when the phone rings; turns on when there is a

new voice message in your personal mailbox. Phone display Displays time, date, phone number, call details, phone

status, and alerts. Line buttons

Each button gives access to lines, as well as speed dials.

Softkeys

Correspond to the tabs shown along the bottom of your phone display. Softkeys change depending on the status of your phone.

Foot-stand adjustment

Adjusts the angle of the phone.

Directories button

Provides access to: Missed Calls Received Calls Placed Calls

Settings button Provides access to phone display, ringer, and network settings.

Speaker button

Toggles the speakerphone on and off.

Mute button

Toggles muting on and off.

Headset button

Toggles the headset on and off.

Volume button

Increases or decreases the volume for the handset, headset, or speakerphone.

Services button

Provides access to: Employee Directory Personal Phone Book Company Phone Book

Scroll button Allows you to scroll through menu options, or switch your selection when two calls are displayed on a line.

Messages button

Provides access to the voicemail system.


Using Softkeys Softkeys correspond to the actions displayed on the tabs along the bottom of your phone display. Softkey functions change depending on the status of your phone. For example, options such as hold, transfer, and conference will only appear when you are on a call. If you use a mobile phone, you will find the Cisco IP Phone softkeys similarly intuitive.

Navigating Menus You can choose menu items that appear on the phone display by: Pressing the scroll button’s up and down arrows to highlight a menu item, then pressing Select, or Pressing the number on the phone’s keypad that corresponds to the item number shown on the display.

Entering Text or Special Characters Some menus allow you to enter text or symbols. Pressing a key on the keypad brings up a list of characters accessible from that key. Pressing the same key repeatedly cycles through those options. For example, press 2 once for “a”, twice quickly for “b”. When you press a different key or pause, the highlighted character is automatically inserted and the cursor advances to allow you to enter the next character.

Understanding Lines, Calls, and Line Buttons To avoid confusion about lines and calls, refer to these descriptions:

Lines Each line corresponds to a telephone number or internal extension that others can use to call you. The 7960 and 7961 support up to six lines, and the 7940 and 7941 support one or two lines, depending on configuration. To see how many lines you have, look at the right side of your phone display: you have as many lines as you have phone line icons ( ).

Calls Each line can support up to two calls. By default, your phone supports four connected calls (two per line button, in most configurations). Only one call can be active at any time; when you pick up a call, any other active call is automatically placed on hold.

Line Button Lights (7941 and 7961 only) A helpful feature of the 7941 and 7961 series phones is the lighted line buttons, which change color depending on the status of each line. The table below illustrates the possible lighted line buttons states:


Only the 7941 and 7961 use lighted line buttons.

Getting Started Adjusting the Phone Angle Push in the foot-stand adjustment button on the right side of the phone. Adjust the foot-stand to the desired angle and release the button.

Adjusting the Volume Activate the desired output by picking up the handset, or pressing headset or speaker ; if all outputs are inactive, you will adjust the ringer. Press volume to adjust the loudness. A horizontal scale displays on the phone to indicate the volume level. For the handset, headset, or speakerphone, press Save;

Adjusting the Display Contrast Press settings .

On the 7941 or 7961, select “User Preferences”.

Select “Contrast”. Press Up and Down or volume to reach the desired contrast. Press Ok / Save to approve the changes.

Adjusting the Ring Type Press settings . Press “Ring Type”, then scroll to select the desired option.

On the 7941 or 7961, select “User Preferences”, then “Rings”, and finally “Default Ring” to view a list of ring types. You can only modify the default ring type.

Press Play to hear the ring type. Press Select to choose the option. Press Ok / Save to retain the changes.

Button Status

Green, steady Active call

Green, flashing

Held call

Amber, flashing

Incoming call

Red, steady

Shared line in use (if your phone is programmed to monitor a shared line)

Off

Idle


Setting Up Voicemail Greetings Press messages . Enter the default password provided by your administrator Press 5 and follow the voice prompts to record the three greetings used by the voicemail system:

One played for callers when you don’t answer. One played for callers when Do not Disturb (DnD) is active. One played for callers when you are on the phone.

Calling Features Placing Calls

Placing Internal, Local, and Domestic Calls Dial the extension or dial 9, the area code, and external number. Place the call by:

Lifting the handset, pressing Dial, speaker , or headset ; or Pressing an inactive line button . You may optionally include 1 before the area code and number.

Placing external calls requires that you dial your Outbound Dial Digit followed by the number. The default value, 9, is used in this guide. However, some systems use a digit other than 9. Your administrator will let you know if yours is different.

Placing International Calls M U S T B E E N A B L E D O N Y O U R P H O N E

If the country uses the North American Numbering Plan (country code 1 followed by a 3-digit area code), dial the number as you would a domestic call (see above). If the country uses another country code, dial 9, then 011, the country code, city/area code, and number. Place the call by:

Lifting the handset, pressing Dial, pressing speaker , or pressing headset ; or Pressing an inactive line button .

Answering Calls

Answering a Single Call Lift the handset, press Answer, speaker , or headset ; or Press the ringing line button .


Answering Multiple Calls (Call Waiting) Press Answer; or Press the ringing line button , if available To resume the initial call, use the scroll button to select the call, then press Resume.

Answering an additional call automatically places your initial call on hold.

When handling 3 or more calls, you may need to press the line button of the call you wish to resume before following the steps above.

If you don’t answer, the call will go to your voicemail.

Switching Between Multiple Calls on Hold To place a call on hold without answering another call:

Press Hold. To place a call on hold and resume another:

Use the scroll button to select the call, then press Resume. You do not have to place a call on hold to act on another. Simply perform the action you wish on the other call, and the active call will be placed on hold.

When handling 3 or more calls, you may need to press the line button of the call you wish to resume before following the steps above.

To resume a call on hold: Press the line button to select the call. Press Resume.

Answering Calls in Your Pickup Group M U S T B E E N A B L E D O N Y O U R P H O N E

Group Call Pickup allows you to answer any ringing phone in your Pickup Group. Press more until you see Group…. Press Group… to answer the call.

Your administrator will let you know who the members of your group are.

Answering Using Directed Call Pickup This feature allows you to answer any other ringing M5 phone. When you hear a phone ringing, press DCPick (DCPickup). Dial the extension of the ringing phone. The call will be answered.

Transferring Calls While on a call, press more and then Trnsfr. The caller is placed on hold, and you hear a dial tone. Enter the extension, or 9 and the external phone number.


Press Dial. A call is placed to the transfer destination number so that you may inform the party of the transfer. Then:

If the called party accepts, hang up and the call is connected. If the called party does not accept, or you get voicemail, select the original call using the scroll button, then press Resume. You can transfer without announcing the transfer by simply hanging up before the called party picks up. If the party does not pick up, the call will be routed to the called party’s no answer destination, usually voicemail.

Transferring to Voice Mail While on a call, press more and then press Trnsfr. The caller is placed on hold. Enter 5, then 77, then the extension of the voice mailbox to which you wish to transfer the call and hang up.

Some systems use a prefix other than 5. Your administrator will let you know if yours is different.

Ad-hoc Conferencing (Confrn) While on a call, press more and then Confrn. The call is placed on hold and you hear a dial tone. Enter the number of the party that you want to include in the conference. A call is initiated to the party. Inform the party about the conference. Then:

If the called party wishes to join the conference, press more, then Confrn. This adds the party to the conference. If the called party does not wish to join, or you get voicemail, press EndCall to cancel the addition, then Resume to retrieve the initial call. You may add up to 5 people to the conference (for a total of 6).

The parties in the conference call can remain connected to each other and can carry on a conversation as you add additional parties.

The other parties can continue talking even after you hang up. This feature may be disabled by M5 at the request of your administrator.

Using Multiple Channel Park (MC Park) M U S T B E E N A B L E D O N Y O U R P H O N E

Parking a call using Multiple Channel Park is like placing a call on hold, except the line on your phone is freed, and the call can be retrieved from any M5 phone. To park a call using Multiple Channel Park:

While on a call, press more until you see MCPark. The caller will hear hold music, and the system will speak and display a 4-digit park number on your phone.

To retrieving a call parked using Multiple Channel Park:


Enter the 4-digit park number. The call is resumed on your phone. After a period of time (usually set to 60 seconds but adjustable by your administrator), a parked call will ring on the phone from which it was parked. If unanswered, it will go to that phone’s voicemail.

Using Indicated Call Park (IC Park) M U S T B E E N A B L E D O N Y O U R P H O N E

Allows you to park calls on a dedicated Indicated Call Park softkey displayed on a group of phones or all the phones on your system. To park a call using IC Park:

Press more until you see ICPark. Press ICPark. The call is parked on that Park line and the caller’s phone number is shown on your display until someone retrieves the call as a reminder.

To retrieving a call parked using IC Park: Press more until you see ICPark. Press ICPark. The call on that Park line is retrieved. The default name for IC Park lines is ICPark. M5 or your administrator may decide on a custom name for this softkey, especially if there is more than one.

Forwarding To forward all your incoming calls to another number: Press Forward. Dial the phone number or local extension to which you want to forward your calls.

Be sure to include 9 for external calls.

Press EndCall to enable. Your phone will show your forwarding destination on the display as confirmation.

On the 7941 or 7961, press Forward.

To remove call forwarding: Press Forward, then EndCall.

On the 7941 or 7961, press Forward twice.

Placing Intercom Calls (Intcom) Intercom allows you to place calls that are automatically answered by the recipient’s phone. a tone is played and the speaker and microphone automatically turn on. Press more until you see Intcom. Press Intcom. Enter the extension you wish to reach.


Intercom will not work if the called party is off-hook, Do no Disturb (DnD) is active, or you are not permitted to intercom that party.

Do not Disturb (DnD) Do not Disturb stops your phone from ringing and routes all your calls to your programmed DnD destination, usually the DnD greeting of your voicemail. To activate, press DnD. You can press DnD while the phone is ringing to immediately forward the call to voicemail. To cancel, re-press DnD.

Abbreviated Dialing Abbreviated Dialing allows you to program up to one hundred 2-digit codes that automatically numbers that are useful to you. Programming Abbreviated Dial Codes To program your abbreviated dial codes: Dial 75#. Press 1, then enter the two-digit code (00 through 99) you wish to use. Enter the telephone number, starting with the area code. Press #, then # again to confirm your entry.

Using Abbreviated Dial Codes When placing a call, simply dial *3 followed by the two digit code you previously programmed.

Mute Mute allows you to hear a phone call while the other party cannot hear you. Press mute to toggle muting on and off.


Messages Accessing Personal Voicemail

Accessing Voicemail From Your M5 Phone Press messages . Enter your password followed by # (if required).

Accessing Voicemail From Any Other M5 Phone Dial 5, then 55. Enter your extension number when prompted and follow the voice instructions.

Some systems use a prefix other than 5. Your administrator will let you know if yours is different.

Accessing Voicemail From Any Touch-tone Phone Dial your phone number and press * when you hear your greeting. Enter your password followed by # when prompted.

Accessing a Corporate Mailbox

M U S T B E E N A B L E D O N Y O U R P H O N E

If your phone is configured to be notified of new messages in a corporate virtual mailbox, “*VMMain” (or *, followed by a custom mailbox name) will appear near the bottom of your phone display to indicate new voicemail. Press more until you see VMMain (or the custom name of the mailbox). Press VMMain.

Voicemail Main Menu Controls 1 Play inbox messages 2 Play saved messages 3 Change password 4 Playback personal greetings 5 Record personal greetings 6 Access distribution groups 7 Compose a message 8 Manage custom operator number * Exit the voicemail system

Voicemail Playback Controls 1 2 3

Reply to message

Call back sender

4 5 6 Delete

message

Save message

Forward message

7 8 9 Rewind

message (Twice to return to

beginning)

Go to next message (Pause/ resume during

playback)

Fast forward message

(Twice to skip to end)

* 0 # Return to previous

menu

Skip envelope (Skip to next

message during

playback)


Configuring Your Custom Operator Number (Zero-Out Number)

M U S T B E E N A B L E D O N Y O U R P H O N E When callers reach your voicemail, they can press 0 to reach an automated attendant or a number that you choose. Access the voicemail system. Press 8 to hear or change your custom operator number. An announcement informing you of your custom operator number selection will play. Press 1 to change the custom operator number. Press 2 to restore the default selection. Press * to return to the previous voicemail menu.

When entering a Custom Operator Number, enter it exactly as you would dial it from your phone.

Services Employee Directory The Employee Directory service is a list of phone numbers at your company that may be called from the directory.

Company Phonebook The Company Phonebook is a list of external contacts for your company, maintained by your administrator.

Personal Phonebook The Personal Phonebook service is a list of phone numbers that you define using the WebPortal and can be called from the directory or through WebPortal.

Viewing & Dialing from Phonebooks and the Employee Directory Press services . Select the service you wish to use by navigating the menu. Press 2 to list the entries. Highlight an entry and press Dial to call that entry.

Search Entries You can search one or all of phone book and employee directory entries right from your phone. To search all of the entries: Access “Search All” from the services menu.


To search a particular phone book or just the employee directory: Select it from the services menu, then press 2 to search. Enter the first few letters of the person’s first or last name using your keypad, then press Submit. The results are then displayed.

Directories Accessing Directories Press directories . Select the directory you wish to access by navigating the menu Highlight a listing and press Select to view details. Press Dial to dial the number, or press EditDial if you need to append digits or change the number (for example, if you must dial a different outbound dial digit than the one included).

Missed Calls If your phone displays a missed call alert, you can use the “Missed Calls” option on the directories menu to view call history and call back the missed call.

Placed Calls The “Placed Calls” option on the directories menu shows outbound call history and allows you to redial your recently placed calls.

Received Calls The “Received Calls” option on the directories menu shows inbound call history and allows you to call back your recently received calls.


The M5 WebPortal The M5 WebPortal enables you to monitor, manage, and control your phone service using a web-based graphical user interface. It consists of two major components: the main web portal, which allows you to manage many elements of your phone’s configuration, and the Voice Assistant, which lets you control and monitor your phone from your computer.

Accessing the M5 WebPortal M U S T B E E N A B L E D O N Y O U R P H O N E

Enter the URL: http://YourNumber.webportal.m5net.com/ into your browser, where YourNumber is the 10-digit M5 phone number that appears on your phone. Enter your Web Portal password.

Your administrator will let you know what the default password for Web Portal is.

Services Available through the WebPortal Personal Phonebook – View, edit, import, and act upon entries. Voice mail – Retrieve and manage messages. Voice Mailbox configuration – Manage remote notification, distribution groups, VM password, email forwarding, playback order. Meet-me Conferencing (Premium Service) – Make a reservation, use moderator floor-control functions. Call Management – Access call logs, call control, find-me, speed dials, and privacy guard. Call Treatments – Manage default inbound and per-caller treatment. Options – Manage remote phone settings, phone assignment, phone password, PC integration.

Accessing WebPortal Help To access help from any screen in the WebPortal: Click the link in the upper-right corner of the screen.


911 Limitations Nomadic Use Not Supported Because the M5 Outsourced IP Phone System runs on Internet Protocol, the phones are capable of being used “nomadically” – that is, they can be unplugged from their normal, registered office location and used from any location that has a broadband Internet port. Please note, however, that the M5 Outsourced IP Phone System does not support such nomadic use. As a result, if the phone is removed from its registered location, some features – most importantly 911 and E-911 emergency calling – will not be available. You can read more about these nomadic use limitations by visiting the M5 website at http://www.m5networks.com/ 911services/ or by consulting the M5 Terms of Service.




M5 Client Referral Program Give colleagues an inside tip for eliminating their phone system headaches and earn $700 with M5’s Client Referral Program!

When should I think of referring M5? We suggest you think of M5 if you have a business colleague who is seeking a new phone system, moving or complains about their current phone system.

What are the program’s benefits? To show our appreciation for sharing your confidence in us, your business receives $500 off one phone bill each time one of your referrals becomes a client, and the individual who made the referral receives a $200 gift card.

This program sounds great! How do I make a referral? For more information, please visit: http://www.m5networks.com/referrals This program applies to new business referrals only. New client must remain with M5 for a minimum of 3 months. Limitations do apply, and M5 reserves the right to change or terminate this program at anytime.

M5 Networks, Inc. 245 West 17th Street 9th Floor New York, NY 10011 1.877.88.GET.M5 www.m5networks.com [email protected] © 2006, 2007 M5 Networks, Inc. All rights reserved. M5 and the M5 logo are trademarks of M5 Networks. All other products or services mentioned in this document are identified by the trademarks and service marks of third parties.

Documents

m5 User Guide Cisco 794x 796x 6.0 2007 02 SCCP Non-booklet