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NEXTWORKS VOICE GUIDE - DESK PHONE

Introduction

Welcome to your Nextworks high-definition internet VoIP desk phone. This is a highly capable phone that can be customized to your specific needs. This guide will cover the most used functions. Remember that Nextworks is always available to help.


Dialing

Simply dial the party’s phone number or extension and press Send, Enter, or Call (depending on your phone).

  • Your system supports 10 and 11 digits dialing for outgoing calls.
  • Your system supports direct extension calling.
  • Most of our clients do not need to dial a 9 for outside calls.


Directory

Your system maintains an up-to-date user extension directory and “T9” dialing. Simply press the first 3 letters of person’s first name and the extension number will appear.

Example: To dial John, start by pressing 564…, find the appropriate extension and then Press Send, Enter, or Call (depending on your phone).



Voicemail

Your voicemail can be delivered to your phone, or your email, or both. If you would like this behavior to be changed, please email support@next-works.com. Be sure to provide your extension.

Your phone has a message button ( or ) that lets you customize your voicemail options and recordings.

Note: If you do not have a voicemail button you can dial *97.

To configure your voicemail greeting press or and you will be guided through the process.

There are 4 voicemail recordings:

  • Name – your name as read by the directory)
  • Unavailable – your message if no answer or offline
  • Busy – your message if you are on the phone
  • Temporary – your temporary (if set) message that overwrites Unavailable and Busy.

Notes:

  • The DND (Do Not Disturb) button directs all calls to Voicemail.
  • Even if your voicemail is being directed to your email, you will still want to use this function to record your away message.
  • Read how to check voicemail remotely.


Transferring Calls

This section focuses on physical phones. However, the same concepts apply for softphones. If you use a softphone, please refer to the Nextworks Voice Operator Panel as defined in your phone instruction packet. (This PDF document is customized specifically for you organization. Email support@next-works.com if you don't have it.)

⚑  If you use preprogrammed extension buttons on your phone or expansion module (attached to the side of your phone) read this instead.

A. Blind Transfer

A blind transfer is when you perform a call transfer without consulting with your coworker first.

Once you are on a call and decided that the call is to be transferred:

  1. Press TRANSFER. (This will place the caller on hold.)
  2. Dial your coworker's extension number. (Or look in the phone directory.)
  3. Immediately press B TRANSFER to complete the transfer. (Don’t wait too long before pressing B TRANSFER.)

B. Attended Transfer

An attended transfer is when you perform a call transfer and consult if your coworker wishes to accept the call.

Once you are on a call and decided that the call is to be transferred:

  1. Press TRANSFER. (This will place the original caller on hold.)
  2. Dial your coworker's extension number. (Or look in the phone directory.)
  3. Press SEND.
  4. When the coworker answers, consult if he/she wishes to take the call.
  • If the call is to be transferred:
    1. Press TRANSFER.
  • If the call is not to be transferred:
    1. Press END CALL to end the call with your coworker.
    2. Press RESUME to take the original caller off hold and resume your conversion with them.

    C. Transferring Direct to Voicemail

    To transfer a call directly to voicemail, press TRANSFER then 0* followed by the extension number, then press B TRANSFER.

    Example: To transfer a call directly to your coworker’s voicemail at extension 101, press TRANSFER then enter 0*101 then press B TRANSFER.



    Parking Calls

    If your system is equipped with Parking Lots: Park1, Park2, Park3, Park4...

    1. Parking existing calls is as simple as pressing the appropriate Park button on your desk phone. The call is placed into the appropriate parking lot and the button turns red – indicating a parked call.
    2. To retrieve a call from a specific parking lot (Park1, etc.) simply press the corresponding button to do so.

    Example: To park a call simply press the Park1 button. To retrieve the parked call from Park1 simply press the Park1 button. If Park1 is red – a call is parked there, and the system will indicate so.



    Custom Buttons

    You have a capability to change and program your own buttons.

    The two most common types of custom buttons are:

    • SpeedDial – used for quick dialing
    • BLF – usually the extension of a fellow employee. When BLF is used instead of SpeedDial, you can see when your coworker is on the phone or not.

    How to Create a BLF (extension with call status visibility)

    On your phone, push and hold one of the programmable buttons. (Choose one that's currently blank.)
    1. For 1. Type, press the right arrow until you reach "BLF" and press OK.
    2. Arrow down to 3. Label and use the keypad to enter the coworker's name.
    3. Arrow down to 4. Value and use the keypad to enter the coworker's extension.
    4. Arrow down to 5. Extension and use the keypad to enter: ** (This is only necessary if you want to pick up a call on this extension using the BLF button.)
    5. Press SAVE.


    Caller ID

    Incoming Internal Calls

    The extension and name of your coworker will appear on your phone as it rings.

    Incoming External Calls

    The phone number and name (if available) of the outside caller will appear on your phone as it rings.

    Incoming Calls Transferred to You

    In an attended transfer, the extension and name of your coworker will appear on your phone as it rings.

    In a blind transfer, the phone number and name (if available) of the outside caller will appear on your phone as it rings.

    Outgoing Calls

    Your organization’s name and phone number will appear on the recipient’s phone when calls are placed. If you have a DID (direct dial in number to your extension), then your particular name and number can be displayed to the recipient if requested.

    Outgoing Transferred Calls

    If incoming external calls are transferred to an off-site phone (such as a cell phone), the recipient of the call will see your organization’s caller ID. This is because your phone system is making the call. The caller ID of the incoming caller cannot be passed though due to telephone company restrictions.


    Additional Functionality

    To learn about more capabilities, see Other Phone Features.

    A more comprehensive Nextworks Voice Guide has been provided to the management of your organization. This document further defines your phone system and how it is deployed in your organization. Each system may have unique functionality.



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