MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Dole Fresh Vegetables Phone Training March, 2012

MAXIMIZING YOUR BUSINESS ADVANTAGE

TECHNOLOGY SOLUTIONS MAXIMIZING YOUR BUSINESS ADVANTAGE

Dole Fresh VegetablesPhone Training

March, 2012


Agenda

• Phone Basics• Placing Calls• Phone Features and Services• Online Portal Training• Voicemail• Q&A



Phone Basics


Know Your Phone

1 – Message Waiting Light2 – Phone Screen3 – Programmable feature buttons4 – Softkey buttons5 – Transfer button6 – Conference button7 – Hold button8 – Navigation bar and Select button9 – Headset button10 – Speakerphone button11 – Keypad12 – Mute button13 – Volume button14 – Messages button15 – Applications button16 – Directory button17 – Handset


Button Function DescriptionProgrammable Feature buttons Phone line

Speed dial lineDo Not Disturb

Soft Key button Changes based on state of call. Redial, New Call CfwdAll, Dial, Select

Navigation bar and Select Button

Navigation bar allows you to scroll through menus and highlight.Select (middle of the navigation bar) allows you to select a highlighted item

Understanding Phone Features



Button Function Description

Applications button

Access call history, user preferences, and phone settings

Contacts button

Access Directories. Personal and corporate Directories

Messages button

Access to Voicemail



Button Function Description

Transfer button

Transfers a call

Conference button

Creates a conference call

Hold button Places an active call on hold


Soft Keys

• Soft Keys allow user to access additional phone features. Available keys will vary depending on if you are on an active call or the phone is idle.

• Frequently Used Keys• Redial• New Call • CFwdALL (Call Forward) • End Call • Resume • Join• Save• Exit


Volume Adjustment

• With phone on hook, the VOLUME button increases or decreases the ringer volume

• With receiver off hook, the VOLUME button adjusts audio volume• Press the up or down VOLUME button

• With the Speaker off hook, the VOLUME button adjusts the speaker audio volume.

• The VOLUME button adjusts the volume only for the currently active voice receiver unless the adjustment is saved


Placing or Answering a Call

• You can place or answer a call many different ways!

Lift the handset, OR

Press the Headset button, or

Press the NewCall soft key, or

You have the option of dialing before or after going off hookBegin dialing, when finished press the Dial softkey

Press the LINE button, or

Press the Speaker button, or



Placing Calls


Outbound Calling

Phones will have different levels of outbound calling capability.

Local Long DistanceInternational

If you are approved to dial internationally, you may also dial from any Dole phone. You will need to enter

your authorization code after the beep.


DFV Calling

Dial the 6-digit extension of the person you would like to reach

114255

** Your extension is the a “1” followed by the last 5 digits of your telephone number


Examples

Person DID(Telephone number)

Extension

Monterey 831.641.4401 114401

Bessemer 704.810.7019 107019

Salinas Transplants

831.754.5311 145311

Springfield 937.525.4365 154365


Local Calling

Dial a 9, followed by the number of the person you would like to reach

9-831-357-4557


Long Distance Calling

Dial a 9, followed by the national access code, then the number of the person you would like to reach

9-1-831-357-4557


International Calling

Dial a 9, followed by the international exit code, the country code, then the number of the person you would like to

reach

9-011-61-2-84467411


Outbound Calling – US Emergency

Both 911 and 9911 will work for calling emergency services.

If you accidentally call 911 a recording will play announcing a call is about to be made to 911The recording will play in English and Spanish



Features and Services


Hold

• Place a call on Hold• Press the Hold key on your phone.

You can answer other calls while a call is on hold.

• Resume a Call• Choose the associated line

button to activate the call – or – • press the Resume soft key

Note: Call Waiting will only have the soft key Answer


Mute and Speaker

• Mute a Call• Mute a call by pressing the mute button

(white microphone icon) • Press the button again to take the call off

of mute

• Use the Speakerphone• Press speakerphone icon to activate

the speaker (white speaker icon)• Press the speakerphone icon again to

end (disconnect) call or the EndCall soft key

• You may switch to handset by picking up the receiver


Transferring a Call

• To transfer a call to another phone:• During a call, press the Transfer key• Dial the number to which you want to transfer the call• For a warm transfer

• Wait until the user answers and announce the call

• To complete the transfer, press the Transfer key again

• For a cold transfer, press the Transfer key again or hang up

• To transfer directly to voicemail dial * then dial the 5-digit extension then hang up

• On a warm transfer, if the user does not want to receive the call or is not available:

• Press the End Call soft key to end the current call• Make sure the original call is highlighted • Press the Resume soft key• Now you have the original call back and can make

another choice

Press once to originatePress again to complete


Call Waiting

By default, each line can receive up to 2 incoming calls.• The second call will “beep”, • Third call will go to voicemail• Answering the second call automatically places the

first call on holdUp to 4 calls are allowed per line

• Any combination of Inbound and OutboundIf receiving more than 2 simultaneous incoming calls is required, submit a request to the IT Service Desk


Do Not Disturb

Use the Do Not Disturb line key to toggle• Call will be displayed• Lights will flash• Phone will not ring• Press it again to turn Do Not Disturb off


Divert

Divert allows you to send a call directly to your voicemail greeting.• When a call is ringing in, press the Divert key to send the call directly to

your voicemail greeting• Divert can be used with Call Waiting• Divert can also be used when on a call as well


Ad Hoc Conferencing

• To place a conference call:• During a call, press the Conference key.

This will put an active call on hold• Place a call to another person• When the call connects, press the

Conference key again (can be “warm” or “cold”)

• You can repeat above steps to add up to 7 callers

• Use “Details” to view or remove participants

• Even if the initiator leaves the call, the conference will continue until all participants leave


Call Park

• Call Park allows you to put a call on HOLD, and retrieve the call from a different phone.• Select the More button• Select Park• A 3-digit number where the call is parked will appear on the phone’s

display• From any phone, enter the 3-digit number to retrieve the call• Range of park digits is #10 - #39


Forwarding Your Phone

• On your phone:

1. Press the Fwd All soft key

2. Enter the number where calls will be forwarded– (or press ‘messages’ to send calls to voicemail)

3. To cancel forwarding, press the Fwd OFF soft key

4. The phone will display where the phone is forwarded• Phones cannot be forwarded to an international number


Viewing and Dialing Calls

• You can view and dial received, placed, and missed calls:1. Press the Applications button2. Select Call History3. Select All Lines or the line that you

want to view4. To view more information, press the Details softkey5. To dial the highlighted entry, press

the Call softkey, press the line key, pickup the handset or press the speaker button

Press the softkey to return to the call history screen


Corporate Directory

• Find phone numbers for other associates using the online directory

1. Press the Directory button

2. Select Directory

3. Enter the name of the user, either by first or last name or enter an extension

4. Press the Search soft key

5. Scroll through the users and press the Dial soft key to call the number



Online Portal


CCM User Page

• Browse to https://dfv-myphoneinfo.dole.com/ccmuser from any computer on the Dole network or from a VPN connection

• Save this as a favorite in Internet Explorer• Log in with your UserID and password

• Your UserID and password are the same as your network ID and password (how you log into your computer)

https://dfv-myphoneinfo.dole.com/ccmuser


CCM User Page - Device

• Click User Options Device• Make sure Name begins with SEP, not NONE• You can adjust settings


CCM User Page – Line Settings

• Choose Line Settings• You can adjust Call Forwarding properties


CCM User Page – Speed Dials

• Choose Speed Dials• You can add Speed Dial numbers• Add numbers in the universal +E.164 Format

• +18313574557• This will allow speed dials to work from any location

• To dial, dial the number of the speed dial, then press the SpeedDial softkey.


Personal Address Book

• Choose User Options Personal Address Book• Click Add New



• Enter information and click Save

• Make sure to enter phone number in +E.164 format



• To dial from the Personal Address Book:

1. Press the Directory button

2. Choose option 1 for Personal Directory

3. Log in with your UserID and PIN

4. UserID is the same as your network ID. PIN is specific to the phone system

5. Search through entries and choose an entry to dial


Change PIN

• Your PIN is used only to log into applications on the phone. • This PIN is separate from your network password or your voicemail password

•Choose User Options User Settings

• Enter your current PIN• Enter your New PIN• Click Save



Voicemail


Checking Your Voicemail

To set up or access voice mail:• Look at the visual message indicator lamp on your handset• Look for a message waiting icon • Listen for a stutter tone. Stutter tone is line-specific and you will only hear

it when using the line that has a waiting message

• Press MESSAGE button and follow the voice instructions.• OR You can access your voicemail offsite by dialing your number and

press * to sign in.• ID is your extension number


Voicemail

Before you can listen to voicemails, you must first configure your mailbox:• Press messages button from your IP phone• Default password is 147369• Follow the prompts to record a recorded name and personal greetings• Change your password• Press # to complete


Passwords

• Must be at least 5 characters• Cannot be sequential numbers• Cannot be repetitive digits• Cannot be the extension number• Expire after 90 days - you must choose a new password every 90 days• Cannot use the old password as new password• Locks after 5 failed attempts. It will reset after 90 minutes, and you are

allowed to try again. If you cannot wait 90 minutes, call the IT Service Desk to reset the password.



Question and Answer


Frequently Asked Questions

Why is my name spelled wrong?How do I get help?Do I have to record my name?Will my headset work with the new phone?


Open Forum



Documents

MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Dole Fresh Vegetables Phone Training March, 2012