Telecommunications Employee User Manual

Telecommunications Employee User Manual

• STAFF

  • Bill Buchanan - Director of Telecommunications
  • Paula Williamson - Telecommunications Coordinator
  • Debra Schmidt - Switchboard Operator
  • Pam Theisen - Switchboard Operator

• OFFICE HOURS - HC110

  • Monday - Friday
  • 8:00 a.m. - 4:30 p.m.

• SWITCHBOARD HOURS - School Year
  

Monday - Thursday 7:30 a.m. - 10:00 p.m.	Friday 7:30 a.m. - 7:00 p.m.
Saturday 9:00 a.m. - 7:00 p.m.	Sunday 3:00 p.m. - 10:00 p.m.

• SWITCHBOARD HOURS - Breaks & Summer

  • Monday - Friday
  • 8:00 a.m. - 4:30 p.m.

• Information Desk

  CLC Lobby

  • Monday - Friday
  • 8:00 a.m. - 4:30 p.m.

Table of Contents

Dialing information Campus phone numbers Local area calling Long-distance calling 800 calling 900 calling Directory assistance Directory assistance Operator assistance Collect calls Calling card calls Long-distance codes Rates Services Courtesy phones Fax service Meeting room speaker phone Meeting room speaker phone Pay phones Phone-a-thons Conference bridging Video conferencing Service requests 800 service Billing Departmental Phone features Transferring calls Conference calls New calls Hold Call park Group pickup Group pickup Camp-on Force forward Forward all calls Last number redial Speed calling Auto dial Intercom Mic-off

Voice mail General information What is vm How to receive vm How vm works How long vm messages last How many rings before vm answers Voice mail access Voice mail access On-campus On-campus Off-campus Off-campus Voice mail features Play message Play message Keep message Keep message Discard message Discard message Retrieve discarded message Retrieve discarded message Answer message Answer message Give message Give message Campus-wide message of the day Campus-wide message of the day Make message Message addressing options Call schedule options Recording a name Changing a passcode Greetings Distribution lists

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FIRST THINGS FIRST

Please Read!

VOICE MAIL REMINDER

Even though voice mail instructions are a little bit further into this book, we want to express the importance of setting up your voice mail.

Employees at Bethel are assigned a telephone number. This number is published in many ways. It is published in the Bethel Roster, the Quick Reference Cardstock phone list; but most importantly, it is listed at the switchboard for anyone who might be interested in getting in touch with you. Please make sure it is set up and checked when message light is blinking.

1-800-CALLS

We just want to give a friendly reminder that 1-800-CALLS are not free to Bethel. Some people are under the misunderstanding that Bethel pays a fee for their number and then calls are free. This is not so. Every time someone dials Bethel's 1-800 number we are charged by the minute. This number is not to be given out for personal use.

STUDENT VOICE MAIL

Student's voice mail numbers have changed. It is now their P.O. Box with a 9 or 90 in front of it (whichever it takes to make a five-digit number.) We had to change this do to the fact that the new block of extensions for the new dorm begin with a 2.

TELECOMMUNICATIONS OFFICE/SWITCHBOARD

The Telecommunications office is located down behind the post office, HC110. Bill Buchanan and Paula Williamson are located there. The Switchboard is located in RC404 where you will find Deb Schmidt and Pam Theisen.
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Disruption Of or Problems With Service

When there is a problem with the telephones, usually it is you who notifies us. After two or three complaints, we realize it is not an isolated problem and widen our scope of investigation. We continue to take reports from callers, or we forward our phones to a message stating that there is a problem, when we hope to have it repaired, and the option to still leave a message if you feel you need to.

We refrain from informing people of telephone problems by system-wide voice mail, because it is instinctive to call Telecommunications when the phone doesn't work. We would rather just alert the people who are having phone problems than to make everyone listen to a voice mail message. Many times the problem is reported and fixed before anyone notices. In some cases we will use voice mail to notify you of a problem that we think will be an extended period of time. We will not, however, send another message informing you the problem is fixed. Your ability to use your phone will be your notice.

When we do have a problem with the telephones, please remember that the pay phones will usually still work. We also have a phone in the Telecommunication office that is not linked with the phone system. This phone will usually work depending on the situation.
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DIALING INFORMATION

 Remember to Dial 9 for an Outside Line.

It is very important that you try to remember to dial a 9 before dialing an outside line. If you don't, the person on campus who has the first four digits of the number you dial for an extension number will get your call.

For example: 612-888-2435 Without dialing a 9, extension 6128 on campus would get this call. For those who have extensions with 612? or 635?, it gets to be a lot of hang-up calls.

You need to use ten-digit dialing when dialing anywhere outside of the 651 area code.

Do not use a "1" when dialing a 651, 763, or 952 area code. There are some areas within these area codes that are long distance. You will get a recording stating that you need to use a "1" to access the number. Then redial using a "1".

REMEMBER OUR AREA CODE

You now need to use ten-digit dialing when dialing anywhere outside of the 651 area code.

DO NOT USE A "1" WHEN DIALING MINNEAPOLIS OR SURROUNDING SUBURBS. DOING SO WILL CAUSE YOU TO BE CHARGED LONG DISTANCE!

CAMPUS PHONE NUMBERS
On-campus numbers start with a "638" or "635" prefix. Please be sure to use and give out the correct prefix when giving out a number. The prefix 635 is used for extensions that begin with an 8xxx, 1xxx, OR 2xxx. You do not have to dial the "prefix" if you are calling on- campus. Just dial the last four digits of the number (if busy, see camp-on feature).

LOCAL AREA CALLING
To reach a local metro off-campus number, dial 9 + seven digit phone number for numbers within the (651) area code. Example: 9 + 631-3030 (Domino's). Again, you must now dial the area code when dialing the local 612, 763, or 952 area codes.

LONG-DISTANCE CALLING
A long-distance code is necessary to make direct-dial, long-distance calls.

Direct Dial: Dial 9 + 1 + area code + seven digit number.
Listen for dial tone.
Enter long-distance code.

International: 9+011 + country code + phone number.
Listen for dial tone.
Enter long-distance code.
Note 1: International, country and city codes can be found in the front of the Minneapolis and St. Paul white pages.

Note 2: Dialing a long-distance code too quickly after the long-distance phone number will result in a "fast busy" signal.

800 CALLING
Dial 9 + 1 + 800/888/950 + seven digit number.

Please note: 800 calls with service charges are NOT permitted from Bethel campus phones.

900 CALLING
Calls CANNOT be made to area 900 and 976 from Bethel campus phones. They can only be made from pay phones.

DIRECTORY ASSISTANCE
Dial 9 + 411 When you hear dial tone, immediately enter your long-distance access code. The operator will be able to help you with local and long-distance information. Please note that there is a charge for every directory assistance call.

OPERATOR ASSISTANCE
(Note: Only non-billable assistance may be obtained. If you need billable information, such as international "Information," you will need to use a calling card or contact the Telecommunications Office.)

If you need the help of an operator to make a call, do the following:

• Local: Dial 9 + 0 for an AT&T Operator
• Long-Distance & International: Dial 9 + 0 + 0 Ñ Listen to whole recording.
• Collect: Dial 9 + 0 + area code + seven digit number. An AT&T operator comes on and asks for your calling card and 4-digit pin or credit card and exp. date. If you wait without responding , the operator will come on again and ask you to say COLLECT, CALLING CARD, PERSON-TO-PERSON, or OPERATOR. You say which one you would like to use. If you say collect, your party will be dialed. When they answer, the operator will ask you to say your name for the party called so they can decide if they want to accept.

CALLING CARD
Use your carrier's equal access number (1-800 or 888)NOTE: Never give your Bethel extension out for any reason other than for someone to call you. Companies have a way of charging you for things through your phone number. This will appear on Bethel's phone bill and will be traced back to the person who gave out the number. We will charge an additional $15 to your Bethel account to cover costs of tracing the charge. Your Bethel phone number is yours to use while you are here. However, the number belongs to Bethel College and Seminary.

LONG-DISTANCE CODES
Your department should already have a code. Ask your supervisor if you need to make a call that will be charged to your department. You may also obtain a code for personal use through the Telecommunications Department.

RATES
Long-distance rates will be 15¢ per minute within the 48-contiguous states. International rates will depend on destination called. Some countries are very high. You might want to check with Telecommunications to obtain current rate.

LONG-DISTANCE CODE ABUSE
Abuse of a long-distance code refers to intentionally using the wrong code or someone else's code. Anyone caught abusing a long-distance code will automatically be fined $100 and could be subject to further disciplinary action.

If you think your code is being abused, report it immediately to the Telecommunications Office.
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PHONE FEATURES

TRANSFERRING

• Press FLASH and listen for dial tone.
• Dial the desired number.
• When the called party answers, announce the call and hang up.

Note 1: To transfer off-campus calls to voice mail: dial 6060, enter in voice mailbox number when voice mail answers, hang up. To transfer on-campus calls to voice mail: dial 6060 - you will reach the caller's mailbox, press *, enter in voice mailbo number, hang up.

Note 2: In case of busy or no answer; press FLASH to return to the original party. If the call goes to voice mail, press FLASH twice to return to the original party.

CONFERENCE CALLS
To add an inside extension or outside party in order to establish a three-way conference call:

• Press the FLASH button and listen for dial tone.
• Enter the extension number or Enter 9 + outside number.
• Inform the called party that you are forming a three-way conference.
• Press the FLASH button to establish the call.

NEW CALLS
To disconnect from one call and place another without hanging up:

• Press the NEW CALL button and listen for dial tone.
• Place your next call.

HOLD

• To place a party on nonexclusive hold: Press HOLD button once.
• To place a call on exclusive hold: Press HOLD button twice.
• (other extensions can not pick up the line):
• To return to held party: Press the flashing line button.

CALL PARK
The call park feature allows a call to be placed in a special hold state. After parking a call and hanging up (disconnecting), a station is free to retrieve an incoming call or to use the phone for other purposes.

To place a call in park:

• Ask the caller to wait and remain on the line.
• Press the PARK button & enter parking position number*.
• Listen for a service tone & hang up.

* Parking position number must be at least four digits.

To retrieve a parked call from your extension or from a different extension:

• Lift handset and listen for dial tone.
• Press the PARK button.
• Enter the same parking position number you used to park the call.

GROUP PICK UP
To answer a ringing extension in your call pickup group:
Access the line.

• Press the PICK UP button.

CAMP-ON

• If you reach a busy station on-campus, you may Camp-On to that station and you will be called back when it is no longer busy:
• Listen for distinctive busy tone.
• Press CAMP-ON.
• Listen for service tone.
• Hang up and continue to use your extension as needed.
• When your station rings with the Camp-On callback ringing pattern, pick up the receiver.
• The CAMP-ON lamp will go off.
• The system will automatically redial the number for you.
• To cancel a Camp-On:
• Access line and listen for dial tone.
• Press CAMP ON and listen for service tone.

FORCE FORWARD

Force forward allows you to immediately forward a specific call to wherever your calls typically go when your phone is not answered, such as voice mail or a receptionist.

• Phone rings.
• Press FORCE FWD.
• FORWARD ALL CALLS
• To activate:
• Access your line and listen for dial tone.
• Press CALL FORWARD.
• Dial the extension number where you want to forward calls.
• Listen for service tone and hang up.
• To cancel:
• Access your line and listen for dial tone.
• Press CALL FORWARD.
• Listen for service tone and hang up.

LAST-NUMBER REDIAL
To implement Last-Number Redial:

• Access an idle line and listen for dial tone.
• Press LAST # (The system will automatically dial the number for you).

SPEED CALLING
To place a call using Speed Calling:

• Access an idle line and listen for dial tone.
• Dial 77 + the desired entry code (0-9).
• Remain off hook (The system will automatically dial the number for you).
• To program or change a Speed calling number:
• Access an idle line and listen for dial tone.
• Dial *77 + an entry code (0-9) + 9 + the number.
• Listen for service tone and hang up.
  

AUTO DIAL
To dial using the Auto-Dial Feature Button:

• Access an idle line and listen for dial tone.
• Press the desired AUTO DIAL.
• The system will automatically dial the number for you.
• To enter or change numbers stored for Auto Dial use:
• Press PROG MODE.
• Press desired AUTO DIAL button.
• Dial 9 + the number to be stored or an extension #.
• Press PROG MODE.

INTERCOM

The intercom line allows you to call another extension within your intercom group. This keeps your extension open for incoming calls.

• Press the INTERCOM button.
• Enter the intercom # of the extension you are calling.
• A list of the extension in your intercom group may be obtained from your supervisor or the Telecommunications Office.

MIC-OFF

The MIC-OFF button is used on speaker phones* to prevent any conversation in your area from being overheard by the connected party.

• Press MIC-OFF button - the MIC-OFF lamp goes on.
• Listen for other party to speak.
• Pick up handset or press MIC-OFF to continue with the conversation -
• the MIC-OFF lamp goes off.

* Not every phone has speaker phone capabilities. Just because it has an opening for a microphone doesn't mean there is one in the telephone.
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VOICE MAIL

GENERAL INFORMATION

What is Voice Mail?

Voice mail is a private, and confidential campus-wide telephone answering/voice messaging service. It allows 24 hour messaging capabilities with faculty, staff and students. If unanswered or busy, your telephone will be answered by the Centigram Voice Mail System. No more busy signals or telephone tag. Every caller gets through and the password protection means messages remain private. Messages may be retrieved from any touch-tone phone on or off campus.

How do I get Voice Mail?

A. New employees will be assigned a voice mailbox, along with your office telephone. When the Telecommunications Office receives a request from your department, a voice mailbox will be established within two business days. Instructions will be sent through your campus PO. The voice mail system will give you additional instructions every step of the way. Personalized voice mail training is available from the Telecommunications Department upon request.

B. Many new employees receive their predecessors' office voice mailbox. In that case, new employees should notify the Telecommunications Office to update records. If you did not receive a voice mailbox or associated information, please notify the Telecommunications Office.

How does Voice Mail work?

The voice mailbox holder is responsible for the "upkeep" of their voice mailbox. Any unanswered calls to your extension may go to your voice mailbox. Typically, the switchboard gets messages for faculty and staff. Therefore, the switchboard, fellow employees and students need you to maintain your voice mailbox.

There are two types of voice mailboxes: Phone-Linked and Tree-Linked. If you have exclusive use of your office telephone, you will have a Phone Linked Voice Mailbox. If you share a telephone with others, your voice mailbox will be linked to a tree of two or more boxes. As changes take effect, yours may change from a Phone Linked Voice Mailbox to a Tree Linked Voice Mailbox or vice versa.

Phone Linked Voice Mailbox: To access this type of voice mailbox, dial 6060 from your office phone. As soon as voice mail answers, enter your pass code after the prompt. The number on a Phone Linked voice mailbox is typically the same as your extension number.

Tree Linked Voice Mail box: To access this type of voice mailbox, dial 6060 from your office phone, press the * key twice on your phone as soon as voice mail answers, and enter your voice mailbox number when prompted to do so. Then press the * key again. Enter your pass code after the prompt.

Note: Users cannot call a Tree Linked voice mailbox number. Instead, they will call your office phone number and, if the phone is busy or is not answered, they will follow the voice mail prompts asking them to press 1 for person 1, 2 for person 2, 3 for person 3, etc.

How long do VM messages last?

Voice mail messages that you play and keep last 7 days (beginning the day you press "K" to keep the message) before they are automatically deleted. Unplayed messages will be deleted after 14 days, even though you have never played the message. If you leave your voice mailbox unattended for such periods, change your greeting to inform your callers, or forward your phone to another person.

How many rings before a call goes to VM?

When a person calls an unanswered extension, they will hear 6 rings before voice mail answers. The phone being called will only ring 4 times.

>> Leaving Voice Mail Messages for Colleagues <<

Always access your voice mailbox first and press "M" to make a message. Enter in the voice mail number. Record your message and press the "X" key to send the message. This procedure will allow people to respond to your message by pressing "A" to answer back. This saves them time by not having to look up your voice mailbox number. It is very much appreciated by the person you are leaving a message for if you always use this method.
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VOICE MAIL ACCESS

On-Campus:

• Dial 6060.
• If voice mail answers with:
• a. Local greeting, press * once or twice.
• b. "Welcome to the message center," don't press *.
• Enter voice mailbox number.
• Press *.
• Enter pass code.

Off-Campus:

• Dial 638-6060.
• Wait for voice mail to answer.
• Enter voice mailbox number.
• Press *.
• Enter pass code.

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VOICE MAIL FEATURES

PLAY A MESSAGE

Voice mail will play a message along with the date and time it was received. A flashing message waiting light indicates voice mail messages have been received (for Phone Linked mailboxes).
Access line.

• Press MESSAGE WAIT button or Dial 6060.
• Enter pass code.
• Press P (Play).
• Listen to message.
• After listening to the message, you can:
• Press K (Keep message).
• Press D (Discard message).
• Press * (retrieve discarded message).
• Press A (Answer the sender).
• Press G (Give message to another mailbox).
• Press * (To send answer/give to additional mailboxes).
• At any time during message playback:
• Press 1 to pause for 30 seconds (press * to resume).
• Press * to move back 5 seconds.
• Press # to move forward 5 seconds.
• Press T to move to the Top of your next message.
• (T leaves message status unplayed).

CAMPUS-WIDE MESSAGE OF THE DAY

If there is a message of the day, it will play automatically when you first log in. It will be played twice. You can bypass the second one by pressing #. This feature is reserved for urgent situations.

MAKE A MESSAGE
Voice mail allows you to make (record) a message and send it to one or more mailboxes.

• Access voice mailbox.
• Press M (Make a message).
• Enter voice mailbox/list number or 1* to dial by name.
• Press #.
• Record message.
• Press # to end recording of message.
• Press X to send message and eXit to main menu or
• Press X then * to add more recipients or
• Press M for Message Addressing Options.

Note : If you dial incorrectly (hear the wrong name) press * to cancel the wrong number.

Note: Be sure to listen to prompts. Unpredictable results can occur, like messages going to wrong parties or even to lists of boxes, if you don't.

MESSAGE ADDRESSING OPTIONS
(Repeat command to cancel request)

• C - Confidential (Recipient can answer message, but not give it to anyone).
• R - Receipt (Voice Mail will tell you when recipient has played the message).
• U - Urgent (Message is marked urgent for the recipient and will be played before other messages).
• F - Future Delivery (Message will be delivered in the future at a time specified by you).

CALL SCHEDULE OPTIONS
Future delivery audit allows you to audit any message scheduled for future delivery. You can schedule delivery of any message up to 60 days in the future using Message Addressing Options.

• Press C (Call schedule options).
• Press F (audit Future delivery messages).

RECORDING YOUR NAME
This option allows you to record your name. Voice mail will then use the name you record to inform recipients that a message is from you. It will also state your name to other users addressing messages to you from their box.

• Access voice mailbox.
• Press U (User options).
• Press N (Name).
• Record name.

CHANGING A PASS CODE
Voice mail allows you to create a new four to seven digit pass code.

• Access voice mailbox.
• Press U (User options).
• Press P (Pass code).
• Enter new pass code.

GREETINGS

Primary - vs - Conditional
Voice mail allows you to record a personal greeting that callers will hear when they call or are transferred to your mailbox. Contact the Telecommunications Office for sample personal greetings.

• Access voice mailbox.
• Press U (User options).
• Press G (Greeting).

"Your Primary/Conditional greeting is currently enabled."

Whichever one it says is what is currently activated.

"To set up a Conditional personal greeting press C"

* This enables a separate greeting when your line is:

Busy (e.g. "I'm currently on the phone...")

Calls Forwarded (e.g. "I'm out of the office.....")

Ring No Answer ("I'm currently away from my desk...").

"To set up a Primary personal greeting press P"

* One greeting is used for busy, call forward and no answer.

"To enable your Primary/Conditional greeting press E"

Whichever one it says is what it will activate.

DISTRIBUTION LISTS
Voice mail allows you to create and modify personal distribution lists of voice mailboxes and/or phone numbers. These distribution lists can be used when you make a new message or when you want to give a message to a group of people.

Creating a list:

• Press U (User options).
• Press L (create/modify List).
• Select a list # (ex. 02, 03, 04 ,etc.).
• Press N to record a functional Name describing the list.
• Press X to save recorded name.
• Press A to add or D to delete. Continue to follow prompts.

Adding a member to a list:

• Press U (User options).
• Press L (create/modify List).
• Select list #.
• Press A (Add member).

Note: Members in a list can be voice mailbox numbers or phone numbers (Enter four digit on-campus extension or 7+ seven digit off-campus number e.g. 8118, 6823, 638-6280).

Deleting a member from a list:

• Press U (User options).
• Press L (create/modify List).
• Select list #.
• Press D (Delete member).

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SERVICES

COURTESY PHONES
Courtesy phones are available throughout the campus. They will accept long-distance codes for long-distance or directory-assistance calls.

FAX SERVICE
Outgoing faxes may be sent at the Copy Center. The fax service must be paid for or billed at the time it is sent. When placing personal long-distance faxes, employees with long-distance codes use the same procedure as they would to place long-distance calls. Incoming faxes should be sent to (612) 638-6001, and picked up at the Campus Post Office.

MEETING ROOM SPEAKER PHONE
A meeting room speaker phone is available. Contact the Telecommunications Office for more information or scheduling.

PAYPHONES
Bethel has 6 payphones on campus. They are located in RC 3rd floor, CLC 1st floor, and Seminary Student Center. Problems with payphones should be reported directly to the Telecommunications Office.

PHONE-A-THONS
Phone-a-thon equipment is available by schedule. Contact the Telecommunications Office for more information (6280).

CONFERENCE BRIDGING
This system allows up to sixteen participants per conference call. Arrangements can be made with the Telecommunications Office to schedule conference calls during the day, evening, or weekend. The cost of the service is $25/hour with a minimum of one hour.

VIDEO CONFERENCING
Bethel College and Seminary and Bethel West both have video conference systems enabling each to hold long-distance meetings, classes, etc. Please call the telecommunications coordinator at 6128 regarding charges and to obtain a reservation form.

SERVICE REQUESTS
Repair requests should be called into the Telecommunications Office so a Service Request Form can be filled out. Moves, adds, or changes to services should be turned into the office via memo. This way there will be no misunderstanding on your expectations.

Please allow two to three business days for minor repairs and five to ten business days for room changes. However, the amount of time may vary depending on the type of request and staff availability.

800 SERVICE
1-800 calls are received on Bethel's main line during Switchboard hours (see title page for hours). Bethel pays for these calls on a per/minute basis.

Each department is charged for the calls they receive from the 800 Service line. A summary of charges are sent out monthly to each department. The 800 service should not be used for personal calls, and the switchboard is not allowed to transfer 1-800 calls to student dorms.

Employees are advised to use the 800 Service when calling Bethel on business or to check voice mail from out-of-town. 800 Service is typically less expensive than credit card calling. To listen to voice mail, just call the 1-800 line and ask for your own extension. When your greeting starts, press *, passcode, etc.
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BILLING

DEPARTMENTAL PHONE STATEMENTS

***************************************************************************

Account #1012346040 Telecommunications

Extension: 6280 Name: Jane Doe

***************************************************************************

* Departmental phone statements are a monthly summary of long-distance calls

made with departmental long-distance codes.-

How to read a Departmental Bill:

Account # & Department Name is a description of the budget number & department associated with the long-distance code that was used for the calls.

Name & Extension is a description of the extension from which the calls were placed.

In the above example, long-distance calls were made from Jane Doe's extension with the Telecommunication Department's long-distance code. Sometimes the extension and name do not match the budget charged because long-distance calls can be originated from any campus phone.

Notes

Date	Time	Number Dialed	Location	Route	Duration	Amount
10/01	10:00A	123-456-7890	Anywhere	MCI	0:05:45	$ 1.75
10/02	11:15A	123-456-7890	Anywhere	MCI	0:10:15	$ 4.50