Telecommunications

ITE Phone Guide

Phone Components & Buttons

Using the Speakerphone

To activate the speaker phone to either dial or answer, press SPKR.
To hang up, press SPKR.
To switch from speakerphone to using the handset, pick up the handset.
To switch from handset to speakerphone, press SPKR and then hang up the handset.

Mute

The Mute button controls the feature that prevents a voice from being picked up by the microphone. (You can hear the other party; they cannot hear you.) This feature can be used with either the speakerphone or handset. Press the MUTE button once to activate and press again to disconnect.

Adjusting Ringer Tone & Volume

The controls that set the ring tone (top wheel) and ring volume (bottom wheel) are located on the left side of the phone (to the left and below the handset).
The top wheel allows you to set the ring tone pitch lower (rotate the wheel up) or higher (rotate the wheel down).

The bottom wheel allows you to set the ringer volume either louder (rotate the wheel up) or softer (rotate the wheel down).

Adjusting the Handset & Speakerphone Volume

The controls that set the handset and speakerphone volume are located on the right side of the phone. It is important to note that these are separate functions.

To adjust the volume when using your handset, use the wheel at the top to either increase (rotate the wheel up) or decrease (rotate the wheel down) the volume.

To adjust the volume when using your speakerphone, use the sliding button to either increase (slide button up) or decrease (slide button down) the volume.

Microphone

The microphone used for the speakerphone function is located in the crevice at the bottom right of the phone just under the ITE 12 SD label (it is very small, so it may be difficult to locate). When using the speakerphone, direct your voice in this direction as opposed to under the handset (where the microphone on the ISDN phone is located).

Answer/Release Button

If you use a headset to answer calls, you would use the Answer/Release button to both answer an incoming call and hang up once the call is finished.

Using a Headset

Once you have your headset device plugged into the ITE phone, you will need to select the headset option on the device. There is no mechanism on the ITE phone itself to select the headset option.

To answer a call or to hang up when a call is completed, press the Answer/Release button.
Do not press SPKR to answer calls.

For more on using a headset, view our Using a Headset Guide.

Voicemail Access

Voicemail can be accessed by either dialing 2525 or pressing the Voicemail button on your phone. Both options require that you get dial tone first.

When you have voicemail messages, the light next to the Voicemail button will flash.

Using Features & Feature Codes

Many features on this system can be accessed either by having a particular button designated as a feature button or by dialing a feature code. If a feature can be accessed with a feature code, that code is displayed in parentheses next to the description of the particular feature. Note the restrictions on its use, if applicable, will be detailed in the description.

Abbreviated Dial (#4)

Abbreviated Dial can store up to ten frequently used phone numbers and assigns each a number a single digit (0-9) Storage Number. The phone number will then be dialed automatically. Phone numbers are stored in conjunction with a directory number. Each directory number on a phone may store up to 10 destination numbers.

To store or change a number:

Press SPKR or lift the handset.
At the dial tone, press ABVD or #4.
Press the * button and any button 0-9 for the storage number. You will hear single beep.
Dial the phone number you wish to store, including 9 and the area code as necessary. On- or off-campus numbers can be stored. Numbers can be up to 28 digits long.
Hear the two-beep confirmation tone.
Hang up. Be sure to write down the abbreviated dial storage number and its corresponding telephone number.

To dial a stored number:

Press SPKR or lift the handset.
At the dial tone, press ABVD, or #4, and enter the storage number for the phone number you wish to dial.

Call Forward (*3 / #3)

Call Forward will program your extension to automatically redirect incoming calls to ring at another number. Each line (extension) on your phone is forwarded and canceled separately. Manually forwarding your calls will override any Call Forward Busy or Call Forward No Answer that is already programmed into the telephone system.

Here's how to turn Call Forward on or off:

Press SPKR or pick up the handset.
When you hear the dial tone, press FORWARD (or *3) and hear confirmation tone.
Dial the extension you wish to forward to. If you wish your calls to go directly into VoiceMail, dial 2525.
You will hear another confirmation tone. The display will also indicate that calls are forwarded.
To turn call forwarding off, press SPKR or pick up the handset of the extension that was forwarded.
When you hear the dial tone, press the FORWARD button or #3.

Call Pick Up (#7)

This feature allows you to answer a phone at another desk that is ringing, using your own phone. You must belong to a call pick up group that includes the extension of the other phone you wish to answer, as well as your own. A maximum of 32 lines can be included in any one pick up group. Members of a call pick up group can pick up any other member's ringing telephone.

To pick up a call:

Press SPKR or pick up the handset.
Press CALL PICKUP (or #7) and speak to the caller on your phone.

Call Waiting

Call Waiting is the ability for a single extension to place a call on hold and answer a second call. In order to use this feature, you must have it added to your phone (although it is not a button). Having Call Waiting activated will not allow a second ACD call to be received as a Call Waiting call.

When you have a second call, the light next to your extension will flash. There is no audio cue (i.e. a beep in your ear).

To answer the second call:

Press the Hold button. The phone will begin to ring.
Press the line appearance that is ringing; the line will also flash.

To alternate between the calls:

Press the Hold button to switch between callers.

To return to a caller when one has hung up:

Press the flashing line appearance or press SPKR.

Conference

The CONF button allows a user to add additional parties to a call in progress.

To Conference

With a call in progress on your extension, press the CONF button. This places your caller on hold and selects the second line appearance. You'll hear a dial tone; your caller will hear nothing.
Dial the next party's number. When the party answers, press the CONF button. The conference call is now established.
If you wish to add more people, again press CONF. Everyone else is put on hold and the second line appearance will be selected. You'll hear a dial tone. Repeat step 2. Up to seven people can be conferenced at once; however, no more than four external parties can be members of the conference.

If you misdial or there is no answer:

Press CANCEL and then the line appearance.

Intercom

To use this feature, you must have an ICM button on your phone and you must belong to an intercom group. This then allows you to place and answer internal calls from members of your Intercom group. To place an intercom call, press the ICM button. Dial an intercom number (0-9 for a 10-member group; 00-99 for a 100-member group). To answer an intercom call, simply press the ICM button or press the SPKR button. Intercom calls ring differently than regular phone calls so that you can tell which line to answer. The lamp next to the ICM button will also flash when you have an incoming intercom call.

Transfer

To transfer a call to another extension

From conversation, press XFER 3-WAY. The caller is automatically placed on hold.
Dial desired destination number.
Hang up. (Do not hit XFER again)

Note that you may announce the call by remaining on the line until the dialed party answers. Announce the call and then hang up.

Misdialed Transfer

If you misdial or wish to retrieve a call:

Press the CANCEL button and then the flashing line appearance.

To transfer directly into voicemail (without ringing at desk)

Press the XFER button
Dial 6525
When prompted, enter the four digit extension you wish to transfer to, followed by the # sign (i.e. 2492#).
Immediately hang up as the greeting will begin and you're done.

ACD Features and Codes

Signing On/Off

To sign on or off the ACD system:

Press SPKR or pick up the handset.
Press OFFLINE

When you are signed off, the light next to OFFLINE is on.

When you are signed on, the light next to OFFLINE is off.

Queue Button

Pressing the QUEU button allows you to check the number of agents online (AOL) and calls in queue (CIQ). You do not need to be signed on in order to use this feature.

Nite Button

For supervisors only. This button allows a supervisor to turn on/off the entire ACD system. This overrides any schedule that has been put in place.

To turn off the ACD system:

Press the NITE button twice.

To turn on the ACD system:

Press the NITE button once.

Note: This overrides any automated schedule. If you put the ACD into Nite service (that is, turn it off) in the evening, you will have to use the NITE button to turn the ACD on the next morning.

Whom to Call with Problems

Speak with your supervisor first. If he/she is unable to assist you here are your contacts for ACD system problems (i.e. unable to sign on, etc):

Call Gabriel King at ext 3044.
If Gabe does not answer, call Marci Payne at ext 3451.
If neither Gabe or Marci answer, call the campus operators at x2011. Explain that you are having trouble with your ACD phone and that you need to speak with a Telephone Services staff member. You will be transferred to an available staff member or a staff member will be paged.

If you are experiencing a problem unrelated to the ACD system, call x4357 (HELP) or x2011. A repair report will be taken or you will be transferred to someone who can assist you with your problem.

ITE Phone Diagram

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Updated: 10/26/2009 1:20:34 PM

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