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FAQ

ICON Telephone Questions

T1. How do I transfer a call?

To transfer you will need to do the following:

Internal or External Calls: With the internal or external caller on the phone.

The destination extension key is not on your telephone.

1. Press TRAN (transfer) key. Caller is automatically placed on hold.
2. Dial the desired extension number.
3. You can either wait for the person to answer and announce who you are transferring or you may hang up to complete the transfer without announcing the call.

The destination extension key is on your telephone.

  1. Press the extension key labeled with the person's name and extension number on your telephone to whom you wish to transfer the call to. The caller is automatically placed on hold.
  2. You can either wait for the person to answer and announce who you are transferring or you may hang up to complete the transfer without announcing the call.

To Voicemail: With the internal or external caller on the phone.

The destination extension key is not on your telephone.

  1. Press the key that is labeled Voicemail Access (older system software) or Voicemail Transfer (newer system software).
  2. Dial the desired extension number
  3. Hang up and the caller will be transfer to that person's mailbox.

The destination extension key is on your telephone.

  1. Press the key that is labeled Voicemail Access (older system software) or Voicemail Transfer (newer system software).
  2. Press the extension key labeled with that person's name and extension number on your telephone to whose mailbox you wish to transfer that caller to.
  3. Hang up and the caller will be transfer to that person's mailbox.

T2. What do I do if I am transferring a call to a person who does not want the call?

  1. Do not hang up. If you do the call will be transferred.
  2. Press the loop or line key of where the caller is and you will be reconnected to the outside caller. Key will be intermittently flashing green (3 flashes 1 solid)
  3. You may now transfer the caller to another extension, take a message or transfer the caller to a voice mailbox.

T3. How do I receive a transferred call?
From another user without voice announce:

  1. Your phone will ring.
  2. Pick up handset or press the speaker key to answer the call.
  3. If you accept the call, when the person transferring the call hangs up you will hear three beeps and be automatically connected to the call. Do not hang up or press the speaker key at this point otherwise the call will go back to the person who tried to transfer it to you and you must repeat the procedure to transfer the call.

From another user with voice announce:
  1. Your phone will beep, then the person transferring the call can voice announce over the speaker who they are transferring to you.
  2. If you accept the call, when the person transferring the call hangs up then your phone will ring and you may press the speaker key or lift the handset to answer the call.
From voicemail/auto attendant:

  1. Your phone will ring.
  2. Pick up the handset or press the speaker key to answer the call.

T4. How do I place a call on hold or group park?
Hold:

  1. Press the HOLD/DND button and the loop or line key will flash green on your telephone intermittently (3 flashes 1 solid).

Group Park:

  1. Press the group park key or group park 1, group park 2 key (depending how system is programmed).
  2. At this point you will get intercom tone thru handset or speaker so that you can page or dial a person's extension to tell them they have a call on group park. You may also use group park to take a call at one extension and complete it at another extension

T5. How do I pick up a call on hold or group park?
Hold:

  1. Press the loop or line key that is intermittently flashing green on your telephone (3 flashes 1 solid) and you will be connected to the caller.

Group Park:

  1. Press the group park key that is flashing green (from phone that parked the call) or flashing red on all the other phones.

T6. How do I conference a call?

Conference calls can be made with any combination of up to four (4) internal and external callers, including yourself.

Adding an internal call to a new or existing conference call:

  1. With a caller(s) on the phone press TRAN (transfer) key and dial the destination extension or press the extension key labeled with that person's name and extension number on your telephone to whom you wish conference the caller with.
  2. When the other extension answers the call by lifting their hand set or pressing the speaker key, you can press the add/conf key. There will be a ring tone and then all parties will be connected on the conference.
  3. To add additional internal or external callers to the conference call, repeat the procedure for adding an internal or external caller to a new or existing conference call.

Adding an external call to a new or existing conference call:

  1. With a caller(s) on the phone press the Hold/DND key to put caller(s) on hold. The loop or line key will intermittently flash green (3 flashes 1 solid).
  2. Press another loop or line key to make the second call.
  3. When the call is answered press the add/conf key and the line or loop key where the original caller(s) were placed on hold (light will be intermittently flashing green) and all parties will be connected.If your conference call includes more than one external call, you only need to select one of the flashing loop or line keys after pressing the add/conf key to complete the conference call.
  4. To add additional internal or external callers to the conference call, repeat the procedure for adding an internal or external caller to a new or existing conference call.

T7. How do I temporarily leave a conference call?

(Up to 3 external callers)
When you are speaking with two external callers in a multiline conference and you wish to leave the conference:

  1. Press the Hold/DND button to place callers on hold
  2. Hang up
The two external callers will still be in conference.

To get back in the conference call:

  1. Lift handset or press the speaker key
  2. Press one of the loop or line keys that are in the conference (Keys are intermittently flashing green)

T8. How do I program personal speed dials without one touch speed keys?

(Each phone has 10 private speed dials.)
Personal speed dial programming without one touch speed key

  1. Press the FEAT (Feature) key.
  2. Press the speed key.
  3. Enter the speed code from 90 to 99.
  4. Enter the telephone number you wish to store.
  5. Press the speed key and enter another speed code and telephone number or proceed to step 6.
  6. Press the FEAT (feature) key to store the number.

T9. How do I program personal speed dial with one touch speed key?

(One touch speed keys will be labeled on your telephone as Spd 90 to Spd 99 depending on availability of keys)

  1. Press the Feat (feature key).
  2. Press the speed key.
  3. Enter the speed code from 90 to 99 that corresponds to the one touch speed key on your telephone that you wish to program. Do not push the one touch speed key to program the speed dial.
  4. Enter the telephone number you wish to store.
  5. Press the speed key and enter. another speed code and telephone number or proceed to step 6.
  6. Press the Feat (feature key) to store the number You may remove the plastic lens and label the speed key.

T10. How do I dial my person speed dials?

Personal speed dialing without one touch speed key:

  1. Lift handset or press the SPKR (speaker) key.
  2. Press the speed key.
  3. Enter the speed code from 90 to 99 that you have programmed that corresponds to the number you wish to call.

Personal speed dialing with one touch speed key:

  1. Lift handset or press the SPKR (speaker) key.
  2. Press the one touch speed key labeled with the name of the person or number you wish to call.

T11. How do I program the system speed dials?

(The telephone system will have either 90 or 900 speed dials depending on system programming)

  1. From the attendant phone only press the FEAT (feature) key.
  2. Press the speed key.
  3. Enter the system speed code from 00 to 89 (90 system speed dials) or 000 to 899 (900 system speed dials)
  4. Enter the telephone number you wish to store.
  5. Press the speed key and enter another speed code and telephone number or proceed to step 6.
  6. Press the FEAT (feature) key to store the number.

T12. How do I dial system speed dials?

  1. Lift handset or press the SPKR (speaker) key.
  2. Press the speed key.
  3. Enter the speed code from 00 to 89 (90 system speed dials) or 000 to 899 (900 system speed dials) that has been programmed that corresponds to the number you wish to call.

T13. How do I put my telephone in Do-Not Disturb?

  1. With your phone in the idle condition press the Hold/DND button. (The red light next to the Hold/DND will turn on solid red)

T14. How do I take my telephone out of Do-Not-Disturb?

  1. With your phone in the idle condition press the Hold/DND button. (The red light next to the Hold/DND will turn off)

T15. What happens if my telephone is in Do-Not-Disturb?

(Older software or non forwarded telephones)
If you activate do not disturb (DND) your telephone will not ring when another internal extension tries to call you, they will hear a busy signal and get a DND message if they have a display on their telephone. If an internal extension tries to transfer an outside caller to you, the call will recall back to the person trying to transfer the call. External callers entering your extension thru the automated attendant will go directly to your voice mailbox to leave a message.

(Newer software and forwarded telephones) If you activate do not disturb (DND) your telephone will not ring when another internal extension tries to call you, they will go directly to your voicemail to leave a message. If an internal extension transfers an outside caller to you that outside caller will go directly to your voice mailbox to leave a message. External callers entering your extension thru the automated attendant will go directly to your voice mailbox to leave a message.

T16. How do I change the telephone system time for daylight savings?

(From the Administrators or Receptionist Telephone)

  1. From the attendant phone only Press the SPKR (speaker) key.
  2. Wait for the intercom tone.
  3. Press the FEAT (feature) key then dial 64.
  4. Dial the time in military time H H : M M.
  5. Wait for the confirmation tone.
  6. Press the SPKR (speaker) key.


ICON Voice Mail Questions

V1. What does it mean when an outside caller hears the extension you have dialed is not available at this time instead of your personal greeting?

This can be caused by one of two things, either you have not recorded your main personal active greeting (greeting number 1) or you have activated a secondary greeting 2 thru 9 but there is no recorded greeting.

The ICON OmegaVoice voicemail system can have up to 9 personal greetings for each mailbox. Only one personal greeting can be active at a time.

V2. How do I record a personal greeting?

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 3 for user options.
  4. Press 2 for mailbox greetings.
  5. Press 2 to record a greeting.
  6. Press 1 for greeting number 1 (main default greeting) or press 2 thru 9 to record a secondary greeting , which can be used for sick, vacations, out of office greetings.
  7. When you are done recording press the pound (#) key to stop recording and follow the instructions.

V3. How can I tell what greeting is currently activated or how do I activate a previously recorded greeting?

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 3 for user options.
  4. Press 2 for mailbox greetings.
  5. Press 1 for select active greeting, at this point the voicemail system will tell you what greeting is currently turned on.
  6. Press 1 thru 9 to select a new active greeting. Note: The active greeting selected should have been previously recorded.

V4. How can I listen to a previously recorded greeting?

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 3 for user options.
  4. Press 2 for mailbox greetings.
  5. Press 3 for play a previously recorded greeting.
  6. Press 1 to 9 depending upon the greeting you want to hear.

V5. How do I change my directory name in voicemail?

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 3 for user options.
  4. Press 1 to record your name.
  5. When you are done press pound (#) to stop recording.
  6. When you are finished recording your name the voicemail system will ask you to enter you first and last name.
  7. Using the keypad on your telephone enter the first 3 letters of your first and last name i.e. Joe Brown, Joe would be entered as 563 Brown would be entered as 276.

V6. How do I change my mailbox password?

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 3 for user options.
  4. Press 3 to Change password.
  5. Enter your new password.

V7. How do I access the mailbox setup tutorial?

(For users taking over an existing mailbox/extension)

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. No password is needed; if you are prompted for a password please see the office voicemail system administrator.
  3. Press 3 for user options
  4. Press 6 for the setup tutorial, you will now be guided in setting up your mailbox.

V8. How do I delete a user's password?

(For system administrators only)

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 4 for system management.
  4. Press 4 to remove a password.
  5. Enter the mailbox number for which you want to remove the password.
  6. The user will not be prompted for a password when accessing the mailbox.

V9. How do I create a new mailbox?

(For system administrators only)

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 4 for system management.
  4. Press 1 for open mailbox.
  5. Enter the mailbox number you want to create.

V10. How do I change the voicemail system time for daylight savings?

(For system administrators only)

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 4 for system management.
  4. Press 5 for system time.
  5. Press 2 to set the time of day.
  6. The time must be entered in a 24 hour cycle 9:00 am would be entered as 0900 and 1:00 pm would be enter as 1300

V11. How do I activate and deactivate the holiday/bad weather greeting?

(For system administrators only)

  1. Access your mailbox by lifting the handset and pressing the message key (newer software) or pressing the voicemail access key and entering your extension (older software).
  2. Enter your password.
  3. Press 4 for system management.
  4. Press 7 to activate and deactivate the holiday/bad weather greeting.