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Avaya
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How do I reset the clock on my telephone display?

How do I announce a call on the intercom?

Can I make an announcement to all idle telephones (paging)?

How does all call paging work?

Can I add specific phones to the calling group or leave certain phones out of the group?

How do I transfer a call direct to our voice mail system?

Can I transfer a caller to a cell phone or a line outside the office?

Can [FEATURE] codes be programmed onto a button for easier use?

What kind of features can be programmed to a button?

 

Voice Mail
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I cannot retrieve my voice mail messages from our voice mail system.  What should I do?

VoIP – Voice Over Internet Protocol
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Is VoIP right for my company?

Internet Related
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I can’t get onto the internet and/or my e-mail is not working properly.  Is this a computer problem or a internet service problem? 

 


Avaya

How do I reset the clock on my telephone display?

This procedure must be done at station 10.

Note:  Station 10 will be in program mode and will not receive calls. 

Press [FEATURE] [0] [0]

Press [LEFT INTERCOM] twice

Press [#] [1] [0] [3]

Enter the current time in 24 hour format.  (i.e., 1430 is 2:30 pm, 0730 is 7:30 am)

Press [FEATURE] [0] [0] 

All telephone display clocks should now show the current time.

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How do I announce a call on the intercom?

The intercom system has two ways of signaling the person you are calling.   

The first is a ring announce.  If you press [INTERCOM] followed by an extension number the called parties telephone will ring to announce your call. 

The second is a voice announce.  If you press [INTERCOM] [*] followed by an extension number, the called parties phone will go into speakerphone mode.  At this point you can speak into the phone and your voice will come out over the speakerphone of the called parties phone.  If the called party is currently using the telephone, the call will automatically revert to a ring announce call. 

If the called party has turned on [HFAI] they can respond to the telephone announcement without having to lift the receiver.  [HFAI] stands for Hands Free Answer on Intercom. 

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Can I make an announcement to all idle telephones (paging)? 

Yes.  A group will have to be created for this feature to work.  Give us a call to schedule a service call or be sure to mention it the next time we are at your location. 

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How does all call paging work?

Any telephone that has been added to the All Call paging group that is not in use at the time of a page will receive a voice announcement.  If a telephone is being used or is set to Do Not Disturb, it will not receive the page.   

If anyone in the calling group picks up a phone, the all call will be terminated and a direct intercom call will be established.   

This is a useful feature for locating an employee that has left their desk, but remains in reach of a telephone. 

You could make an announcement such as:

“Joe Smith, please pick up the intercom”, or “Joe Smith, you have a call holding”. 

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Can I add specific phones to the calling group or leave certain phones out of the group?

Yes.  If you would like to further discuss this particular feature, please give us a call. 

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How do I transfer a call direct to our voice mail system?

When you are on a call that you would like to transfer direct to a voice mail box (do not place the call on hold), press

[FEATURE] [1] [4] followed by the extension number of the mailbox.  Then hang up the phone. 

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Can I transfer a caller to a cell phone or a line outside the office?

Yes and no.  In order for this feature to work, you must have a feature from the telephone company called “CALLER TRANSFER”.  It is a per line feature that may be included in a bundled package offered by some of the local phone companies.  If you do not have this feature, you cannot transfer outside of your system. 

If you do have the feature programmed on the line the procedure is as follows: 

While you are on the call with the caller, announce to them that you will transfer the call.  Then press [FEATURE] [0] [3].  You should now have a dial tone.  The caller is placed on hold by the phone company.  Dial the number of the person who will receive the call  (Any number that can be dialed can receive a transfer).   Once you have completed the dialing and the phone begins to ring you have a few options:

1.  Hang up.  This will complete the transfer and the caller will hear the ringing of the call as the call is being completed.

2.  You can join the caller in with you (creating a 3-way call) by pressing [FEATURE] [0] [3].  You will both hear the call as it is being connected.

3.  You can wait until the call is complete and announce the caller to the called party.  At this point you have additional options:

a.  If the called party wishes to accept the call, you simply hang-up.  The caller will be connected to the called party and the office line will be free to accept additional calls.

b.  If the called party does not wish to take the call, you can return to the caller by pressing [FEATURE] [0] [3] [FEATURE] [0] [3].  This will disconnect the called party and return you to the original caller.

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Can [FEATURE] codes be programmed onto a button for easier use?

Yes.  In fact it is highly recommended.  Some features must be programmed onto a button, and other must be programmed onto button that has a status light.

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What kind of features can be programmed to a button?

1.  Telephone numbers can be programmed.  This allows for single button dialing.

2.  Features such as Last Number Redial, Flash, Transfer to Voice Mail, Message Light On and Off, etc. can be programmed to a button without lights.

3.  Do Not Disturb, Privacy, Call Coverage, Background Music can be programmed to buttons with lights.

4.  Individual extensions can be programmed to a button.  It is recommended that the button have a light so the status of the extension can be determined visually

If you would like to discuss all of the options for programming of buttons, please give us a call. 

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Voice Mail 

I cannot retrieve my voice mail messages from our voice mail system.  What should I do?

If you are logging into voice mail by pressing a single button, try logging in by dialing [INTERCOM] [7] [7] [7].  If this works, give us a call and we can help you reprogram the button. 

If you have tried to log in using [INTERCOM] [7] [7] [7] and you get a ring with no answer, it is possible that your voice mail processor has hung.  A simple fix to this problem is to turn the voice mail system off, wait about 30 seconds, and then turn it back on.  To accomplish this will require access to the area where your telephone system is located.  Once in the area there should be a computer box (probably marked with DuVoice) on it.  Once you have located the computer, follow the power cord to where it plugs into the wall or battery back-up unit.  Unplug this cord and wait about 30 seconds.  Plug the cord back in after waiting.  Give the system about 3 minutes to come back up to speed.  Try logging into voice mail again.  If you still get a ring no answer, please give us a call as soon as possible. 

While this problem does happen from time to time, it is nothing to be terribly concerned about.  Your voice mail is a computer based application.  Occasionally, power flickers or surges can cause the computer to hang.  I think we have all had a computer hang on us for what appears to be no apparent reason.  This type of problem should not happen very often.  However, if the problem becomes more frequent, please give us a call so that we can check out your system before a real problem develops.

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VoIP – Voice Over Internet Protocol 

Is VoIP right for my company? 

VoIP is a great new technology, but it does have its place in the market.  A few basic questions can answer the question: 

1. Does your company have multiple locations?

2. Do you spend a great deal of money per month on interoffice long distance calls?

3. Do you have employees that work from a remote location? 

If you have answered yes to any of the above questions, VoIP may be a solution to consider for your business.  Please give us a call to schedule a no cost, no obligation evaluation of your needs.  We would be more than happy to explain the benefits that VoIP can bring to your company. 

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Internet Related 

I can’t get onto the internet and/or my e-mail is not working properly.  Is this a computer problem or a internet service problem? 

This will require a few checks be made before we can determine where the problem is located.  Please follow the following steps to help isolate the problem.

1.  Verify that your network modem is connected and powered up.  Take notice of any lights on the front of the modem.   If there are no lights, or the internet status lights are not the way they should be, give us a call.

2.  Try printing to any network printer, or access any network storage devices.  If you can print or get to network storage, your internal network is working fine.

3.  Try accessing a large, common website such as MSN or Google.  If these are set as your home page, try a different site so that you are not loading the page from cache storage.

 

If you can print or access files, and your modem lights are all lit the way they should be, then it may be necessary to restart your network.  Do the following in the order listed below: 

1.  Turn OFF all computers, printers, network storage drives and all other equipment attached to the network.

2.  Turn OFF or unplug the router/switch equipment located in the server room.

3.  Turn OFF or unplug the modem.

4.  Wait about 2 to 3 minutes.

5.  Turn ON or plug in the MODEM only.

6.  Wait about 1 minutes.  Watch the lights on the front of the modem.  Verify the lights are indicating a connection to the Internet.

7.  Turn ON or plug in the router/switch equipment.

8.  Wait about 1 minute.

9.  Verify the lights on the router/switch are indicating a connection to the modem.

10.   Turn ON computers, printers, network storage devices and all other equipment attached to the network.

11.   Wait a few minutes after the computer as booted up to try accessing the internet.  It sometimes takes a bit of time to resolve addresses for the computer.

If after completing the above tasks, you still have no internet connectivity, please give us a call.

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