IP Telephony – Site Partner and Super User Information Session
<ul><li>Agenda </li></ul><ul><li>Technology of IP Telephony </li></ul><ul><li>Phone Models </li></ul><ul><li>IP Telephony ...
Technology of IP Telephony
Standard Phone – 7945g
PA Phone – 7965g
7945 – Standard Phone 7965 – PA Phone IPTel Handsets
A Note on Phone Buttons <ul><li>Phone Buttons can be programmed by users and programmed by telephone administrators </li><...
7906G – Public Area/Lobby Phone <ul><li>Not suitable as a desk  phone </li></ul>
IP Telephony – Common Features <ul><li>All users have access to standard functions like: </li></ul><ul><ul><li>Caller ID (...
Caller Line Information and Call Waiting
IP Telephony – Advanced Functions <ul><li>Advanced Functions are programmed on individual user/individual extension basis ...
Line Appearances <ul><li>Allows you to manage the extension of a co-worker by having it listed on your IP Phone </li></ul>...
Line Appearances <ul><li>When the line is in use, you get a  busy lamp </li></ul><ul><li>Answering a call on a Line Appear...
Busy Lamp Speed Dial <ul><li>Busy Lamp Speed Dial works as a speed dial </li></ul><ul><li>It also lights up when the speed...
“Pick Up” Group <ul><li>Another method of managing a co-worker’s extension </li></ul><ul><li>Begins by ringing twice on co...
Intercom/Whisper <ul><li>One way  communication from one phone to another phone </li></ul><ul><li>Target phone auto-answer...
Hunt Group <ul><li>Method of  automatically  distributing phone calls made to a single extension to a group of different p...
IVR (Phone Tree) <ul><li>An IVR is most commonly used at a major reception number </li></ul><ul><li>Users select option to...
Directory Listing <ul><li>University contact directories are being automated </li></ul><ul><li>Staff names and phone numbe...
User Types <ul><li>Super Users </li></ul><ul><ul><li>Staff Member </li></ul></ul><ul><ul><li>Manages Multiple line </li></...
Calling Rights and Call Forwarding Rights Users need both  Calling  Rights and  Call Forwarding  Rights Internal + Emergen...
Default End User Phone Profiles  Profiles are not prescriptive . Values like phone rights are easily changed. Academics wo...
Default Resource Phone Profiles 5 (Internal) 3 (National) No 7945 Cubicle/Office Hot Desk Not Available 5 (Internal and E....
Voicemail <ul><li>Two types of Voicemail </li></ul><ul><ul><li>Basic Voicemail </li></ul></ul><ul><ul><ul><li>Play back an...
Basic Voicemail and Unified Voicemail
Basic Voicemail and Unified Messaging <ul><li>Any staff member with a university extension and a university Exchange Email...
Service Points  <ul><li>Service points are typically places in a faculty where a large volume of enquiries are handled, li...
Extension Mobility and Phone Directories <ul><li>In the previous PABX: </li></ul><ul><ul><li>An  extension  was  permanent...
Extension Mobility and Phone Directories <ul><li>In the new IP Telephony System by default: </li></ul><ul><ul><li>An  exte...
Implications <ul><li>Think about your phone number, your directory listing, and your role </li></ul><ul><li>Think about th...
Obtaining a Phone Number <ul><li>An IP Phone extension with Unified Messaging Voicemail is dependent on the following </li...
Headsets <ul><li>If you use a headset with your current phone it may not automatically work with the new phone system. </l...
End User Training Requirements <ul><li>Standard User </li></ul><ul><li>Super User </li></ul>
Next Steps <ul><li>Individual Meetings to identify your telephone requirements. </li></ul><ul><li>Topics: </li></ul><ul><u...
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Site Partner Training

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This is a presentation designed for IP Telephony Site Partners and key Super Users. It identifies some of the key technologies and telephony chocies that need to be made in moving a University of Mlbourne staff member to the new IP Telephony system.

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Site Partner Training

  1. 1. IP Telephony – Site Partner and Super User Information Session
  2. 2. <ul><li>Agenda </li></ul><ul><li>Technology of IP Telephony </li></ul><ul><li>Phone Models </li></ul><ul><li>IP Telephony Features (Common and Advanced) </li></ul><ul><li>User Types </li></ul><ul><li>Calling and Forwarding Rights </li></ul><ul><li>User and Non-User Profiles </li></ul><ul><li>Types of Voicemail </li></ul><ul><li>Service Points </li></ul><ul><li>Extension Mobility and Directory Listings </li></ul><ul><li>Headsets </li></ul><ul><li>User Training Options </li></ul><ul><li>Next Steps </li></ul>
  3. 3. Technology of IP Telephony
  4. 4. Standard Phone – 7945g
  5. 5. PA Phone – 7965g
  6. 6. 7945 – Standard Phone 7965 – PA Phone IPTel Handsets
  7. 7. A Note on Phone Buttons <ul><li>Phone Buttons can be programmed by users and programmed by telephone administrators </li></ul><ul><li>Phone buttons can be used for basic functions like speed dials, or advanced functions like Line Appearances </li></ul><ul><li>The model of phone determines the number of phone buttons you have </li></ul><ul><li>The number of phone buttons you have determines how many advanced functions you have on your phone </li></ul><ul><li>The first button on a phone is always used by the phone number of the phone user </li></ul><ul><li>A 7945 has one spare phone button </li></ul><ul><li>A 7965 has five spare phone buttons </li></ul><ul><li>For most PAs, EAs and Student Contact Center staff, a 7965 provides more than enough phone buttons (but an expansion module can be provided where needed) </li></ul>
  8. 8. 7906G – Public Area/Lobby Phone <ul><li>Not suitable as a desk phone </li></ul>
  9. 9. IP Telephony – Common Features <ul><li>All users have access to standard functions like: </li></ul><ul><ul><li>Caller ID (Caller Line Information) </li></ul></ul><ul><ul><li>Call Waiting </li></ul></ul><ul><ul><li>Call Back </li></ul></ul><ul><ul><li>Call Transfer </li></ul></ul><ul><ul><li>Call Park </li></ul></ul><ul><ul><li>Call Fwds </li></ul></ul><ul><ul><li>Voicemail </li></ul></ul><ul><ul><li>Hold and Resume </li></ul></ul><ul><ul><li>Speed and Abbreviated Dial </li></ul></ul><ul><ul><li>Call Logs and University Directory </li></ul></ul><ul><ul><li>Ad Hoc Phone Conferencing </li></ul></ul>
  10. 10. Caller Line Information and Call Waiting
  11. 11. IP Telephony – Advanced Functions <ul><li>Advanced Functions are programmed on individual user/individual extension basis </li></ul><ul><li>Examples of Advanced Functions: </li></ul><ul><ul><li>Line Appearances </li></ul></ul><ul><ul><li>Busy Lamp Speed Dials </li></ul></ul><ul><ul><li>Pick Up Groups </li></ul></ul><ul><ul><li>Intercoms/Whisper </li></ul></ul><ul><ul><li>Hunt Groups </li></ul></ul><ul><ul><li>Interactive Voice Response (IVR – Phone Trees) </li></ul></ul><ul><ul><li>Directory Listings (Masking etc) </li></ul></ul>
  12. 12. Line Appearances <ul><li>Allows you to manage the extension of a co-worker by having it listed on your IP Phone </li></ul><ul><li>When their number is called, it rings simultaneously on their phone and yours </li></ul><ul><li>Gives you rich Caller Line Information on incoming calls </li></ul>
  13. 13. Line Appearances <ul><li>When the line is in use, you get a busy lamp </li></ul><ul><li>Answering a call on a Line Appearance makes the manager’s line busy </li></ul><ul><li>You cannot take a call on a manager’s Line Appearance and transfer it to the manager’s line </li></ul><ul><li>Works well where there is line of sight between PA and Manager </li></ul>
  14. 14. Busy Lamp Speed Dial <ul><li>Busy Lamp Speed Dial works as a speed dial </li></ul><ul><li>It also lights up when the speed dial number is in use </li></ul><ul><li>Busy Lamp Speed Dials cannot be set up by the user </li></ul><ul><li>Permission from the owner of the speed dial number is required </li></ul>
  15. 15. “Pick Up” Group <ul><li>Another method of managing a co-worker’s extension </li></ul><ul><li>Begins by ringing twice on co-worker’s extension </li></ul><ul><li>Then chime and on screen prompt allow you to answer the call </li></ul><ul><li>Call is transferred to your extension, leaving co-worker’s extension free </li></ul><ul><li>You can transfer the call back to co-worker if you want </li></ul><ul><li>Works well in small, formal teams </li></ul><ul><li>Works well where you do not have line of sight. </li></ul>
  16. 16. Intercom/Whisper <ul><li>One way communication from one phone to another phone </li></ul><ul><li>Target phone auto-answers without ringing </li></ul><ul><li>If Manager is on phone when intercom is used, Whisper function engaged </li></ul><ul><li>Can be useful for some PAs and Managers that do not have line-of-sight </li></ul>
  17. 17. Hunt Group <ul><li>Method of automatically distributing phone calls made to a single extension to a group of different phone extensions </li></ul><ul><li>Calls can be sent to the extension with the longest idle time, or in a broadcast </li></ul><ul><li>Commonly used in medium sized service points like a Faculty IT Help Desk or a Student Center </li></ul>
  18. 18. IVR (Phone Tree) <ul><li>An IVR is most commonly used at a major reception number </li></ul><ul><li>Users select option to get transferred to different service points </li></ul><ul><li>Allows an organisation to only publish one number </li></ul><ul><li>Phone Trees can be governed by “time of day” messages, such as out of hours </li></ul>
  19. 19. Directory Listing <ul><li>University contact directories are being automated </li></ul><ul><li>Staff names and phone numbers are automatically listed in multiple locations </li></ul><ul><li>Your directory listing controls your caller ID </li></ul><ul><li>Extensions can be masked so that when you place an outbound call a direct-dial extension is not revealed </li></ul><ul><li>This affects all outbound calls </li></ul><ul><li>Important to think through what number is published for Senior Management Staff and how they should be contacted in the phone system </li></ul><ul><li>There are several ways this can be done, but all have consequences </li></ul>
  20. 20. User Types <ul><li>Super Users </li></ul><ul><ul><li>Staff Member </li></ul></ul><ul><ul><li>Manages Multiple line </li></ul></ul><ul><li>Standard Users </li></ul><ul><ul><li>Staff Member </li></ul></ul><ul><ul><li>Manages Single line </li></ul></ul><ul><li>Non Standard Users </li></ul><ul><ul><li>Typically not a Staff Member </li></ul></ul><ul><ul><li>Manages Single line </li></ul></ul><ul><li>“ Resource” Phones </li></ul><ul><ul><li>Typically a Meeting Room Phone </li></ul></ul><ul><ul><li>Manages Single Line </li></ul></ul>
  21. 21. Calling Rights and Call Forwarding Rights Users need both Calling Rights and Call Forwarding Rights Internal + Emergency + Local + STD + Mobile + International 1 Internal + Emergency + Local + STD + Mobile 2* Internal + Emergency + Local + STD 3 Internal + Emergency + Local 4* Internal + Emergency 5 Access Level
  22. 22. Default End User Phone Profiles Profiles are not prescriptive . Values like phone rights are easily changed. Academics would use the standard user profile with calling rights of 1 and forwarding rights of 4 4 (Local) 3 (National) Basic Voicemail 7945 Student, Contractor, Visitor Non Standard User 4 (Local) 2 (Mobile) Unified Messaging 7945 Professional, Academic Standard User 4 (Local) 2 (Mobile) Unified Messaging 7965 PAs, Student Centers Super User Forwarding Rights Calling Rights Voicemail Handset Types Profile
  23. 23. Default Resource Phone Profiles 5 (Internal) 3 (National) No 7945 Cubicle/Office Hot Desk Not Available 5 (Internal and E. Services) No 7906 Public Space (Lobby etc) Public Space Not Available 4 (Local) No 7945 Shared with other Dept. Meeting Room Not Available 3 (National) No 7945 Secure from Public Meeting Room Forwarding Rights Calling Rights Voicemail Handset Location Profile
  24. 24. Voicemail <ul><li>Two types of Voicemail </li></ul><ul><ul><li>Basic Voicemail </li></ul></ul><ul><ul><ul><li>Play back and manage voicemails from phones </li></ul></ul></ul><ul><ul><li>Unified Messaging </li></ul></ul><ul><ul><ul><li>Play back and manage voicemails from phones </li></ul></ul></ul><ul><ul><ul><li>Play back and manage voicemails from Exchange Email </li></ul></ul></ul>
  25. 25. Basic Voicemail and Unified Voicemail
  26. 26. Basic Voicemail and Unified Messaging <ul><li>Any staff member with a university extension and a university Exchange Email account gets Unified Messaging by default </li></ul><ul><li>Phone users without Exchange email accounts get basic voicemail by default </li></ul><ul><li>Service Points generally use basic voicemail </li></ul><ul><li>PAs can check their Manager’s voicemail most easily through a Line Appearance. </li></ul>
  27. 27. Service Points <ul><li>Service points are typically places in a faculty where a large volume of enquiries are handled, like a Student Contact Center or an Information Services Help Desk </li></ul><ul><li>Generally they want to publish a single number, but want to have multiple people handle calls made to that number simultaneously. </li></ul><ul><li>To do this they use technologies like: </li></ul><ul><ul><li>Hunt Groups </li></ul></ul><ul><ul><li>IVRs </li></ul></ul><ul><ul><li>Masked Extensions </li></ul></ul><ul><ul><li>Special Directory listings </li></ul></ul><ul><li>When designing Service Point phone services the key item to think of how calls should flow through the central number to the appropriate subject matter specialist </li></ul>
  28. 28. Extension Mobility and Phone Directories <ul><li>In the previous PABX: </li></ul><ul><ul><li>An extension was permanently associated with a room . </li></ul></ul><ul><ul><li>An extension was temporarily associated a person’s name in the web directory. </li></ul></ul><ul><ul><li>Moving an extension to a new room was really hard </li></ul></ul><ul><ul><li>Changing the association between an extension and person’s name was really easy. </li></ul></ul><ul><ul><li>Telephone Extensions did not follow people . They stayed in rooms. </li></ul></ul>
  29. 29. Extension Mobility and Phone Directories <ul><li>In the new IP Telephony System by default: </li></ul><ul><ul><li>An extension is permanently associated with a person </li></ul></ul><ul><ul><li>An extension is temporarily associated with a room </li></ul></ul><ul><ul><li>Moving an extension to a new room is instantaneous and easy </li></ul></ul><ul><ul><li>Changing the association between an extension and a person’s name is hard. </li></ul></ul><ul><ul><li>Telephone Extensions now follow the person as they change jobs through the University, and are retired when the person leaves the University. </li></ul></ul><ul><ul><li>Remember: Telephone Extensions Follow Users. Over time they do not stay in rooms, on floors, in buildings, or even Faculties </li></ul></ul>
  30. 30. Implications <ul><li>Think about your phone number, your directory listing, and your role </li></ul><ul><li>Think about the rate at which staff roles and responsibilities change in your area </li></ul><ul><li>Think about how the extensions are published within the Faculty and outside it </li></ul><ul><li>Think about whether a person’s phone number should be associated with them , or their role </li></ul>
  31. 31. Obtaining a Phone Number <ul><li>An IP Phone extension with Unified Messaging Voicemail is dependent on the following </li></ul><ul><ul><li>A valid central username </li></ul></ul><ul><ul><li>A valid exchange email address </li></ul></ul><ul><ul><li>A valid Themis GL Charge Code </li></ul></ul>
  32. 32. Headsets <ul><li>If you use a headset with your current phone it may not automatically work with the new phone system. </li></ul><ul><li>It may require an adaptor </li></ul><ul><li>Or you may require a new headset </li></ul>
  33. 33. End User Training Requirements <ul><li>Standard User </li></ul><ul><li>Super User </li></ul>
  34. 34. Next Steps <ul><li>Individual Meetings to identify your telephone requirements. </li></ul><ul><li>Topics: </li></ul><ul><ul><li>Managing co-worker’s extensions </li></ul></ul><ul><ul><li>Calling Rights </li></ul></ul><ul><ul><li>Listing in the Directory/Caller ID </li></ul></ul>

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