Tech Guides (IT Governance)

Phone Management

Updated Dec 09, 2020

Phone calls can be stressful for both the caller and the receiver. Understanding how to manage Cisco phones can make a big difference in comfort levels and can make it easier to effectively communicate over the phone.  

Conference calls
Beginning a conference call

1. Call one of the members of the pending conference call, just as you normally would. 

2. While on the phone with one of the members of the pending conference call, press Conference.  

It may appear on your screen as Cnfrn, and you may need to press the More soft key in order to get to the Cnfrn button.

3. Enter the number of the first participant you want to be added to the conference call. 

4. Wait for the call to connect. 

5. Once the call has connected, press Conference again to finalize the addition of the participant to the conference call. 

6. Repeat these steps as many times as you need to in order to add everyone to the call.

Removing individual members from a conference call
  1. Press Conference List. It may appear on your screen as ConfList. This will bring up a list of all the conference call’s current participants, with the most recent additions at the top of the list. 
  2. Use the arrow keys on the phone console to highlight the participant’s ID, then press Remove. If the person you wish to remove from the call was the last participant added to the call, simply press Remove Last Participant (RMLstC)

Managing multiple phone lines

When your phone has several calls active, those calls will be displayed in a list on your screen. Follow the instructions below to manage multiple active calls. 

Switching between multiple calls
  1. Highlight the current call, tell the person on the phone they will be placed on hold, then tap the Hold button.
  2. Use the arrow keys to select the call you wish to pick back up.
  3. Once the appropriate call is highlighted on the screen, tap Resume.
Answering a call while maintaining another call

If you are in the middle of a call when another call comes through that you wish to answer immediately, tell the person on the phone they will be placed on hold, then tap the Answer button. The current phone call will then be placed on hold in favor of the incoming call. 

Sending calls straight to voicemail

If you are in the middle of a phone call when another phone call interrupts, tap iDivert to send the new call straight to voicemail. 

When manning a multiple-line phone system, keep the needs and feelings of our callers in mind. Be courteous and attentive when transferring calls or placing callers on hold. Make sure that they know they will be transferred or placed on hold.

Managing your voicemail
Setting up your voicemail
  1. Press the Messages button.
  2. Follow the voice instructions.  

If a menu appears on your screen during the setup process, select an appropriate menu item to complete the voicemail setup. 

How do I know if I have new messages?

When checking to see whether you have new messages, look for a steady red light on your headset. You may also see a flashing envelope icon with the caption Message Waiting flashing on your screen. Additionally, waiting messages may be indicated by a stutter tone from your handset, headset, or speakerphone when you place a call.

Accessing your voicemail
  1. Press the Messages button.
  2. When prompted, enter your PIN.
  3. Press the number 3 to review old messages.  

If you want to automatically connect to the voicemail system each time you use your phone, contact your system administrator. 

Deleting a voicemail from your phone
  1. Press the Messages button. 
  2. Enter your PIN when prompted. 
  3. Press 3 to review your old messages.
  4. Erase messages by pressing 2 to delete, then 1 to confirm the deletion.
Speed dialing

Speed dialing assigns an index number, button, or phone screen item to contact. When selected, this index number, button, or phone screen item will automatically trigger a phone call with the assigned contact.  

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