PHONES

  1. Does caller ID work for incoming calls?
  2. Will the correct caller ID show when a person transfers a call to me?
  3. Does my phone work independently of my computer?
  4. Can I call 911 from my Microsoft Lync phone?
  5. If I dial 911 will my location be automatically reported?
  6. Where are my incoming and outgoing calls logged?
  7. How many people can I invite to join a conference call?
  8. When I get someone's voice mail greeting, is there a way to go directly to Voice Mail and avoid listening to a recorded message?
  9. When I receive a voice mail message, why is the transcript of the message often illegible?
  10. What is the maximum length for a voice mail message?
  11. Why does the caller ID identify a caller as a person who no longer works at Marquette, when the voice mail or missed message is from a new employee?

ACCESS AND MANAGE VOICE MAIL USING THE PHONE

  1. How do I use the telephone to record a personal greeting, an out of office greeting, or to change my name?
  2. How do I check my unread e-mail messages when I call voice mail?
  3. How do I check my calendar appointments when I call voice mail?
  4. How do I transfer a caller directly to a voice mailbox, so that the phone will not ring on the recipient's phone?
  5. How do I switch from Voice User Interface to Touch Tone when I phone voice mail to access voice mail, e-mail, or calendar?

PINS

  1. When I set a new PIN for my voice mail, what are the requirements?
  2. How do I use the telephone to change my PIN?
  3. How do I reset my PIN in Outlook?
  4. How do I reset my PIN in Outlook Web Access (OWA)?
  5. What happens if I enter the wrong PIN more than twice on the telephone?

ACCESS AND MANAGE VOICE MAIL USING MICROSOFT OUTLOOK

  1. When I click Play on a voice mail message in Outlook, I cannot hear the message.
  2. How do I get a voice mail message that I receive via e-mail to play on the phone?
  3. How do I choose an Out of Office greeting to play on the phone that is different from the standard voice mail message?
  4. How do I enable or disable missed call notifications in Outlook?
  5. Does the name on a missed call or voice mail notification always match the name of the person who called?
  6. I get so many e-mails I’m afraid I will miss a voice mail.
  7. How do I access my voice mail in Outlook?
  8. How do I add annotations to a voice mail message in a text box?

  9. A voice mail message that I listened to in Outlook is now in my Saved Voice Mails. How do I change it back to New Voice Mails?
  10. Where are missed telephone calls and instant messages stored?
  11. Where does Outlook store records of calls made and received?

MICROSOFT LYNC PHONE CALLS

  1. I use Microsoft Lync and when someone calls in and asks to be transferred to a second person, can I consult with that second person before transferring the call?
  2. How do I transfer an incoming call directly to someone’s voice mail?
  3. Is it possible to forward all incoming calls to a mobile phone or a different number?
  4. Can I switch between audio devices to use for Microsoft Lync, even while I am on a call?
  5. When I use my headset people say they hear an echo. How can I adjust the sound?
  6. What do I need to do to make a Lync call from a computer that I login to for the first time?
  7. Will Microsoft Lync run efficiently if I have signed on to it on two different computers simultaneously?
  8. Reception on the phone is not as good when I use a wireless connection to connect to the Internet. Why is this and what can I do to improve clarity of a call?

PRESENCE AND ACCESS IN MICROSOFT LYNC

  1. I manually set my presence as available, and now it does not show that I am in a meeting. How do I correct this?
  2. I am concerned about privacy issues – is all my status information visible to everyone on the GAL who has Microsoft Lync installed?
  3. What are the different access levels to my status information for users on the Global Address List and how do I change this?
  4. Is it possible to block access for a specific user?
  5. How do I make a personal status note that others will see if I am on their contact list?

MICROSOFT LYNC AND VIDEO

  1. What do I need to send and receive video using Microsoft Lync?
  2. If I am speaking to someone on the telephone, how do I escalate the call to start video conferencing?
  3. I do not have a video camera or webcam installed. Can I still receive video?


PHONES (Top)

  1. Does caller ID work for incoming calls?
    Caller ID will display the name of the caller if the person is in the eMarq (Exchange) address book or in your Contact List. Otherwise, only the phone number will display. Cisco phones display only the name displayed from other Cisco users and just the number from all other users.
  2. Will the correct caller ID show when a person transfers a call to me?
    Original callers name appears on call invitation alert

    When a call is transferred to your phone, the caller ID toast will show the phone number or name of the person who transferred the call and of the original caller.
  3. Does my phone work independently of my computer?
    All UC phones require a network connection.
    • If you use a CX600 phone the phone is connected directly to the network and will work independently of your PC. If the CX600 is tethered to the PC one can use the Lync client with the phone.
    Learn more.

    • If you use a CX200 or a CX300 handset, blue tooth device or wired headset, you need to be logged on to your computer in order to answer a phone call. You are able to answer a call when your computer is locked, but to make a call, you must be logged on and able to use the computer to dial out.
    • A Cisco IP VoIP phone is directly hooked up to the network and not dependent on a computer.


  4. Can I call 911 from my Microsoft Lync phone?
    Yes, simply dial 911.
  5. If I dial 911 will my location be automatically reported?
    If you dial 911 your location will be reported as Marquette University regardless of your actual physical location. Since your laptop can be anywhere therefore you can phone from anywhere you have a broadband connection. You should report your physical location if you need to dial 911.
  6. Where are my incoming and outgoing calls logged?
    There is a record of all phone calls made and received, and instant messages in the Conversation History folder in your Mailbox in Outlook. If the call were to or from someone in your Contact List, it will display the person’s name and e-mail address. Microsoft Lync does not record the sound of the conversation.
  7. How many people can I invite to join a conference call? Up to 31.
  8. When I get someone's voice mail greeting, is there a way to go directly to Voice Mail and avoid listClick # on the dialpad.ening to a recorded message? Press # on the Dialpad to go directly to voice mail and skip the greeting.














  9. When I receive a voice mail message why is the transcript of the message often illegible?
    Voice mails are recorded in a search folder in Outlook and an attempt is made to transcribe the message left by the caller. Voice to text software is designed to provide one a sense of the content of the voice mail and not a verbatim transcription. Accuracy is a function of the caller's speech and connection quality.
  10. What is the maximum length for a voice mail message?
    The maximum length of a message is 20 minutes. It will disconnect after a pause of longer than 10 seconds. Exchange will not attempt a speech to text conversion if the voice mail is longer than 2 minutes.
  11. Why does the caller ID identify a caller as a person who no longer works at Marquette, when the voice mail or missed message is from a new employee?
    UC will reference your personal Contacts and any name that you have saved in Contacts with a particular extension may show up rather than what is currently on the Global Address List. To correct this, remove the person who no longer works at Marquette from your Contacts.

ACCESS AND MANAGE VOICE MAIL USING THE PHONE (Top)

  1. How do I use the telephone to record a personal greeting, an out of office greeting, or to change my name?

    Dial the appropriate number to access your voice mail box. Choose Personal Options:

      • Press 1 to record  your personal greeting
      • Press 2 to record your Out of office greeting.
        This is an alternative greeting that you choose to play rather than your regular greeting.
      • Press 3 to change your name.
    After making this change, dial voice mail to select the greeting you want to play when callers get voice mail. Select Personal Options > Change Greeting (or if you are using keypad inputs press 6, then 1.)
  2.  How do I check my unread e-mail messages on the phone?
    Call your voice mail number. Enter your PIN and follow the prompts.
  3. How do I check my calendar appointments when I call voice mail?
    Call your voice mail number. Enter your PIN and say Calendar for Today, or Calendar March 5th, for example.
  4. How do I transfer a caller directly to a voice mailbox, so that it will not ring on the recipient's phone?

    1. Click the Transfer button.
    2. Click Transfer Call to > Another person. Find the person in the Global Address List.
    3. Click on the Phone icon to the right of their name. Click Voice Mail.
  5. How do I switch from Voice User Interface to Touch Tone when using the telephone to access voice mail, e-mail, or calendar?
    If you prefer to use the keypad, press 0 in response to a prompt and you will hear a message that tells you to press 0 again to start using the touch tone system. You can press the numbers in the table below to make a choice from the main menu:

    1

     Voice Mail

    2

     E-mail

    3

     Calendar

    4

     Find a Contact

    5

     Compose a voice mail message

    6

     Personal Options

    7

     Turn off Out of Office voice message


    You can also interrupt the instructions you hear and say one of the items above to make that choice immediately.

    If you pressed 6, Personal Options (or use the touch tone system above) press a key on the telephone keypad to do the following:
         

        2

         Record a greeting

        3

         Change your PIN

        4

         Switch from Voice user interface to       the touchtone system (or vice versa)

PINS (Top)

  1. When I set a new PIN for my voice mail, what are the requirements?

    Your new PIN must be:

    >Only numbers

    >At least 5 digits long

    Your new PIN must not be:

    >Only a single repeated number

    >Consecutive numbers

    >The same as your extension number

    >The same as your 3 previous PINs

  2. How do I use the telephone to change my PIN?
    Choose Personal Options, and press 3 to Change your PIN. Your PIN is a unique number you choose to protect the privacy of your mailbox. Do not reveal it to others and change it frequently.
  3.  How do I reset my PIN in Outlook?
    On the Tools menu, click Options > Voice Mail > Reset PIN. Click OK when a window opens asking if you want to reset your voice mail PIN. A temporary pin will be generated and the new number will be sent to your Inbox. When you check your voice mail on the phone, you will be required to set a new PIN.
  4. How do I reset my PIN in Outlook Web Access (OWA)?
    Log on to eMarq. Click Options > Voice Mail > Reset Voice Mail PIN.
    Click OK when a window opens asking if you want to reset your voice mail PIN. A temporary pin will be generated and the new number will be sent to your Inbox. When you check your voice mail on the phone, you will be required to set a new PIN.
  5. What happens if I enter the wrong PIN more than twice on the telephone?
    If you enter the wrong PIN three times from your assigned voice mail phone, your PIN will be reset, and a new PIN will be sent to you via e-mail



ACCESS VOICE MAIL USING MICROSOFT OUTLOOK (Top)

  1. When I click Play on a voice mail message in Outlook, I cannot hear the message.
    Check that the sound on your computer is not muted and adjust the volume.  To do this, click on the Volume icon on the bottom right corner of your screen in the task bar.

    It is possible that you do not have speakers on your computer.  If so, you need to purchase speakers or headphones, or play the message on a phone (see #2 below).  The following are suggestions for headsets and speakers to hear voice mails on the PC:



    TDK HP 100 - Headphones (over-the-ear) Labtec Mono Logitech OEM S-120 PC Multimedia Speakers
    Imation Logitech, Inc USA Logitech, Inc USA
    MFG #:HP100
    MFG #: 980239-0403 MFG #: 980-000012
    PDS #:211034 PDS #: 257592    PDS #:247326

    These can be purchased through Dana Berner at Paragon Development Systems (PDS).
    Dana can be reached at
    Phone: 262.569.5366
    Fax: 262.569.5391
    dberner@pdspc.com

  2. How do I get a voice mail message that I receive via e-mail to play on the phone?
    Click Play on Phone on the e-mail message. Enter "+1 then the area code" followed by the phone number that you want it to dial. For numbers on campus enter +1414288XXXX. For numbers off campus, enter +12625555555, for example. Click Dial, and the phone number you entered will ring and the voice mail message will play.

    To change the default number that will appear when you click Play on Phonein to eMarq, click the gear icon > Options > phone. Scroll down to play on phone and enter the number you want the voice mail system to call when you use the Play on Phone feature.

    > phone and scroll to play on phone

  3.  How do I choose an Out of Office greeting to play on the phone that is different from the standard voice mail message?

    Log in to eMarq https://emarq.marquette.edu/ Click the gear icon > Options > phone.

    Scroll down and select the greeting that callers will hear when they reach your voice mail. If you want to record a personal message, click Call me to play or record the selected greeting… and follow the prompts.

    Click phone and scroll to greetings to choose the voice mail greeting.

  4. How do I enable or disable missed call notifications in Outlook?
    Log in to emarq https://emarq.marquette.edu/ . Click Options > See All Options. Click Phone. Scroll down and check or uncheck Send an e-mail message to my Inbox when I miss a phone call.

    Scroll to notifications. Check: Send an e-mail message to my inbox when i miss a phone call.

  5. Does the name on a missed call or voice mail notification always match the name of the person who called?
    If you add a person to Contacts, then when you get a missed call notification or a voice mail message, it will list the contact's name in the title of the message in Outlook. The message title will read: Voice Mail from Contact's name, or Missed Call from Contact's name. If the phone number is shared by more than one person, this may not match the name of the actual person who called.
  6. I get so many e-mails I’m afraid I will miss a voice mail.
    Use Microsoft Lync. (Contact the Help Desk to get it installed if it is not already on your computer.) Not only will you get presence information and IM capabilities it will also alert you to “unread” voice mails. The icon on the right of the task bar will flash, changing from to .
    Learn more about Microsoft Lync.
  7. How do I access voice mail in Outlook 2013?
    Scroll down below the Inbox in the navigation pane and click Voice Mail under Search Folders.

    Scroll down to Search Folders > Voice Mail.
  8. How do I add annotations to a voice mail message in a text box?
    Click Edit Notes to access the Audio Notes: text box and add notes to a message.
    Click Edit Notes to edit the notes.
  9. A voice mail message that I listened to in Outlook is now in my Saved Voice Mails. How do I change it back to New Voice Mails? Right-click the e-mail message in Outlook that contains the voice mail message. Click Mark as Unread.
  10. Where are missed telephone calls and instant messages stored?
    Missed calls and messages are stored in the Missed Conversations folder in a Search folder in Outlook.
  11. Where does Outlook store records of calls made and received?
    A record of any phone call that is made or received is stored in the Conversation History folder.

MICROSOFT LYNC PHONE CALLS (Top)

  1. I use Microsoft Lync and when someone calls in and asks to be transferred to a second person, can I consult with that second person before transferring the call?
    Yes. Answer the incoming call. Start a new call with the second person to discuss this and the call with the first person will automatically go on hold. Hover over the phone icon and click the transfer button on the call with the second person. The names of other people you are on a call with will appear. Select the name to make the transfer.
  2. How do I transfer an incoming call directly to someone’s voice mail?
    Hover over the Phone icon. Click Transfer Call > Another Person or Number. Enter the name in the Global Address List, click the down arrow beside the person's phone and select Voice Mail.

    transfer-to-voicemail
  3. Is it possible to forward all incoming calls to a mobile phone or a different number?
    Yes. Open Microsoft Lync. Click the Call Forwarding down arrow (bottom left) > Forward Calls To and make your selection or enter another number.

    Forward all calls to another number.

  4. Can I switch between audio devices to use for Microsoft Lync, even while I am on a call?
    Yes. Open Microsoft Lync and click on Select Primary Device down arrow (bottom left.) Click on the device installed on your computer that you want to select as your primary device.


    Change your audio device for phone calls.

  5. When I use my headset people say they hear an echo. How can I adjust the sound?

    When you use an OCS phone, there can be an echo because the microphone volume is too high. Check the volume of your microphone. By default the volume is set at the maximum. It is recommended that you set it at half or lower. To set up the volume for your microphone, open Microsoft Lync.

    Check settings on your audio devices.
    Click the gear icon (top right corner)> Tools > Options > Audio Devices. (See the image above.)

    Also, turn down the volume on your earpiece and the microphone will no longer pick up the audio from the earpiece.
    wireless headset - adjust volume
  6. What do I need to do to make a Microsoft Lync call from a computer that I login to for the first time?
    Login to the computer. Click the Windows button and click Microsoft Lync, or search the computer for Microsoft Lync. When Lync opens, enter your first and last name when prompted, then click Sign In.
  7. Will Microsoft Lync run efficiently if I have signed on to it on two different computers simultaneously?
    Click to exit Communicator
    No, you need to exit Microsoft Lync on one computer before you sign on to it on another computer. To exit Lync, close the Lync window, then right-click the icon on the task bar and click Exit.

  8. Reception on the phone is not as good when I use a wireless connection. Why is this and what can I do to improve clarity of a call?
    Just as reception on a cell phone is sometimes not as good as it is on a wired connection, a wireless Internet connection can be less reliable. Try plugging into the network with an Ethernet cable. Also, If you are downloading or uploading a file over a slow wireless connection while trying to make a call it could be using bandwidth. Try closing the application or stopping the file transfer and this may improve clarity of the call.

PRESENCE AND ACCESS IN MICROSOFT LYNC(Top)

  1. I manually set my presence as available, and now it is not showing that I am in a meeting. How do I correct this?
    Open Lync and click > MyStatus > Reset Status.

    Click to reset status
  2. I am concerned about privacy issues — is all my status information visible to everyone on the GAL who has Microsoft Lync installed?
    No, you can determine the access levels for your contacts. You set your access level as shown below. For more information, refer to the Microsoft Lync work smart guide: Make Presence work for you.

    > RELATIONSHIPS > Change Privacy Relationship

  3. What are the different access levels to my status information for users on the Global AddressPrivacy relationships List and how do I change this?
    To change a person’s contact level, click RELATIONSHIPS, then right-click a contact’s name > Change Privacy Relationship. Make a choice from this list:


























  4. Is it possible to block access for a specific user?
    Yes, you will appear offline to a contact that you block.
    To block a contact, click RELATIONSHIPS, then right-click the person's name > Change Privacy Relationship> Blocked Contacts.
  5. How do I make a personal status note that others will see if I am on their contact list?
    • Click in the text box where it asks "What's happening today?", enter a note, click outside/ click Enter when done.
    • To clear a personal status note, click in the note box where you entered the note, and remove your message.

    Click in the

MICROSOFT LYNC AND VIDEO (Top)

  1. What do I need to send and receive video using Microsoft Lync?
    You need to have a video camera (Web Cam) installed on your computer and Windows will automatically detect the device. Any device that is compatible with your operating system will work.
  2. If I am speaking to someone on the telephone, how do I escalate the call to start video conferencing?
    Simply click on the video button in the Microsoft Lync window. Both parties need to click on this button to send and receive video.
  3. I do not have a video camera or webcam installed. Can I still receive video?
    Yes, you can view video from other participants in a conversation, but you cannot send outgoing video. Click on Video









If you have further questions, please contact the Help Desk at 414-288-7799.

 

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