1TELUS Business Connect | Tips and tricks for your IP Office Phone

Tips and tricks for your IP Office Phone.A comprehensive list of function keys and codes to make the most out of your TELUS Business Connect™ IP Office Phone.

2TELUS Business Connect | Tips and tricks for your IP Office Phone

Conference commands

Caller Count: Keeps track of how many people are on the call

Leave Conference: Lets the host hang up and end the call

Menu: Listen to the list of touchtone commands

Set Listening Modes:■■ Press 1x: Mute callers – Callers can unmute with ✱#6

■■ Press 2x: Mute callers – Listen only. No unmuting options

■■ Press 3x: Unmute callers – Opens the line again

Mute Host Line:■■ Press once to MUTE

■■ Press again to UNMUTE

Secure the Call:■■ Press once to BLOCK all callers

■■ Press again to OPEN the call

Hear sound when people Enter or Exit the call:■■ Press 1x: Turns OFF sound

■■ Press 2x: Enter tone is ON, Exit tone is OFF

■■ Press 3x: Enter tone is OFF, Exit tone is ON

■■ Press 4x: Turns ON sound

Record your conference:■■ Press once to START recording

■■ Press again to STOP recording

Key Stroke(s) Function

3TELUS Business Connect | Tips and tricks for your IP Office Phone

How to retrieve Voicemail Messages on the IP Phone.

■■ Dial ✱86 on the phone. The voice prompt will ask for the PIN

■■ Enter the PIN and then Press #

■■ Press 1 to Listen to your messages

How to change the Voicemail Greeting.

■■ Dial ✱86 on the phone. The voice prompt will ask for the PIN

■■ Enter the PIN and then Press #

■■ Press 2 for Account Administration

■■ Press 2 to record the greeting

■■ Press 2 to record the voicemail greeting

■■ Press 3 to change the greeting

■■ Record the greeting then Press #

■■ Press 1 to save the greeting

Transferring calls via Polycom IP Phones.

Warm TransferTo announce yourself before transferring a call, follow the steps below:

■■ While on a call, press the Transfer soft Key

■■ Enter the Extension #, Local or Long Distance phone number

■■ Press Send

■■ Press Transfer

Blind/Cold Transfer To send the call without announcing the caller, follow the steps below:

■■ While on a call, press the Transfer soft Key

■■ Press the Blind Key

■■ Enter the Extension #, Local or Long Distance phone number

■■ Press the Send Key

■■ ***Another way to blindly transfer a call: # # (extension number)

4TELUS Business Connect | Tips and tricks for your IP Office Phone

Transferring calls via Cisco IP Phones.

Warm Transfer

To announce yourself before transferring a call, follow the steps below:

■■ While on a call, press the Transfer soft Key.

■■ Enter the Extension #, Local or Long Distance phone number

■■ Press Transfer

Blind/Cold Transfer

To send the call without announcing the caller, follow the steps below:

■■ While on a call, press the Blind Key.

■■ Enter the Extension #, Local or Long Distance phone number

■■ Press the Send Key

NOTE: Another way to blindly transfer a call: # # (extension number)

Transferring calls to a third party number.■■ On an active call press # #

■■ Then press ✱

■■ Press 1

■■ Enter the phone number

■■ Press # to complete transfer

Transferring calls directly to Voicemail.■■ During the call, press the Transfer soft Key

■■ Press the “Blind” soft key

■■ Press ✱0

■■ Enter the extension number of the voicemail that the caller is to be sent to

NOTE: This can also be your own extension number. The caller is then immediately sent to the voicemail box of the destination extension number you entered

5TELUS Business Connect | Tips and tricks for your IP Office Phone

Three way calling.

■■ Depending on your device, there is a specific button on your desk phone to make a conference call

■■ Call the first person you want to call, then on an active call, you will see the “Conf” button, click on it, then dial the second number, click again on “Conf” button to be on a three way call

NOTE: Conference calls through desk phones are limited up to three (3) callers.

Putting the customer on hold.

■■ Dependant on your device, there is a specific button on your desk phone to put a caller on hold

■■ Press the Hold button to put the caller on hold

6TELUS Business Connect | Tips and tricks for your IP Office Phone

Function keys that can be used with TELUS Business Connect phones.

✱

✱✱

✱1 - --8

✱67 + 10 digit number

✱84

✱85 + extension number

✱86

✱800 - --899

✱9

✱69

✱37

##

##✱

Cisco: Blind Transfer key | ✱0 | Ext number

Polycom: Transfer key | Blind key | ✱0 | Ext number

## ✱ 3

## ✱1<10 digit number>

## Ext #

Press Presence of Agent on call

✱80✱<ext no>#

✱80

✱81

✱82

✱83

TELUS Business Connect Interactive Voice Response

End current call

Call Flip

Block your Outbound Caller ID on a per call basis

Paging feature

Intercom (e.g. *85102 for Ext 102)

Voicemail access via the deskphone

Call Park Pickup

Start/End – Manual Call Recording

Call Return – calls last incoming call even if unknown

Unavailable/Available

Place call on hold

Additional options including call park and transfer to an external number

Sends caller to Voicemail

To park a call

This will transfer the call externally, showing the original Caller’s ID, not the extension transferring it

This will transfer the call internally, showing the original Caller’s ID, not the extension transferring it

Silent Call Monitoring

To start Silent Call Monitoring on phones without presence

To return to Silent Call Monitoring

To Call Whisper

To Call Barge

To Call Take Over

Key Stroke(s) Function

7TELUS Business Connect | Tips and tricks for your IP Office Phone

Using the TELUS Business Connect Interactive Voice Response.

To access the TELUS Business Connect Interactive Voice Response main menu:

Step 1

Dial your TELUS Business Connect main or local number.

Step 2

Dial the extension number then press ✱

NOTE: If you do not have extensions, simply press ✱

Step 3

Enter the extension’s password then press #

NOTE: Once logged in, TELUS Business Connect will announce the number of messages in your extension’s mailbox, then gives you the option to listen to your messages, manage your account, place a call, or change your queue status (only available when your extension is part of a call group).

1. Listen to messages.Here are some of the commands when you select Listen to Messages:

NOTE: The system reads 1st message (Newest to Oldest)

Dial 1: Repeat the message

Dial 2: Save the message

Dial 3: Erase the message

Dial 4: Return the call

Dial 5: Forward the message to extension

Dial 6: Skip the message (Keeping it new)

Dial ✱: Exit message review

8TELUS Business Connect | Tips and tricks for your IP Office Phone

2. Account administrationHere are some of the commands when you select Account Administration: ■■ Dial 2: Record your Greetings >■■ Dial 1: Record Introductory Greeting >

■■ Dial 2: Listen■■ Dial 3: Change >

■■ Dial 1: Save■■ Dial 2: Listen■■ Dial 3: Change■■ Dial 4: Reset to Default■■ Dial ✱: Return to previous menu

■■ Dial 2: Record Voicemail Greeting >

■■ Dial 2: Listen■■ Dial 3: Change >

■■ Dial 1: Save■■ Dial 2: Listen■■ Dial 3: Change■■ Dial 4: Reset to Default■■ Dial ✱: Return to previous menu

■■ Dial 6: Record hold music >

■■ Dial 2: Listen■■ Dial 3: Change■■ Dial 4: Reset to Default■■ Dial ✱: Return to previous menu

■■ Dial 8: Record your call Connect Prompt >■■ Dial 2: Listen■■ Dial 3: Change■■ Dial 4: Reset to Default■■ Dial ✱: Return to previous menu

■■ Dial 3: Change your PIN

■■ Dial 5: Turn Do Not Disturb (DND) ON/OFF

■■ Dial 9: Log-in to another extension

■■ Dial ✱: Return to Main Menu