tota ta - tds business · and resume the call • press the hold soft key • press the resume soft...

Total TalkEnd User Guide

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CALL HANDLING

TO ANSWER A CALL

• Pick up handset or• Press Answer soft key or • Press the speakerphone hard key

TO ANSWER WHEN ON AN ACTIVE CALL

• Press the ringing line key• Select the call• Press Answer soft key • First caller will be put on hold

TO PLACE A CALL

• Dial number, pick up handset or• Dial number, press

Dial soft key or• Pick up handset, dial number, press

Send soft key

TO PLACE A CALL ON HOLD AND RESUME THE CALL

• Press the Hold soft key• Press the Resume soft key• Press the Holding Line key

TO SEND A PAGE TO ALL PHONES

• Press and hold the Paging key until you hear the alert tone. Then make your announcement.

• Select End Page to end.

1. First Key

The first key (608-210-8425) is a unique

telephone number. This number can receive

direct calls from people outside of your

organization. If someone wants to dial this

number internally, they only need to dial

the last four digits of the phone number.

By default, if a call is placed from this number

the person receiving the call will only see the

company’s main number.

2. Line Keys 1-4

Line Keys 1-4 can be seen on each Total Talk

phone. Lines 1-4 can also be answered from

each Total Talk phone. You should place a

test call(s) to your main number to get a feel

for how calls appear and ring on lines 1-4.

NOTE: If calls on your main number are immediately answered by Auto Attendant, you should check what numbers are assigned to lines 1-4. A number other than your main business line may be assigned to those lines.

MAIN BUSINESS LINE4 LINE HUNT GROUP

PHONE EXTENSION/DIRECT DIAL


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TRANSFER

TO PLACE A CONSULTATIVE/WARM TRANSFER

• Press Transfer soft key• Dial 2nd number, press Send soft key• Announce the caller• Press Transfer soft key

TO PLACE A BLIND TRANSFER

• Press Transfer soft key• Select Blind in new window• Dial second number, press Send soft key

TO TRANSFER DIRECTLY TO VOICEMAIL

• Press the VM Xfer soft key• Dial the extension• Press the Enter soft key

TO PLACE A CONFERENCE CALL

• Press Confrnc soft key• Dial 2nd number, press Send soft key• Press Confrnc (when 3rd party answers)

NOTE: If the soft key is not shown on your display, press the More soft key to locate additional options.

CONFERENCENOTE: Passcode Rules are outlined in the list below.

4. Enter the new voice portal passcode.

5. Record your name.

6. Setup No Answer Greeting (Callers will hear

when a call is rejected or phone is not

answered).

7. Setup Busy Greeting (Callers will hear when

lines are in use).

NOTE: If no greetings are recorded, callers

will hear the system default greeting.

8. Create contact in cellphone of Voice Portal

number to access or update when out of

the office.

VOICE MESSAGING PASSCODE RULES• Cannot be a single repeated digit

• Cannot be or contain the user’s own extension or phone number

• Cannot be the reverse of the user’s extension or phone number

• Cannot be the old passcode

• Cannot be the reverse of the old passcode

• Cannot be sequential digits in either increasing or decreasing order

• Cannot be repeating sequences (e.g., 123123, 242424, 43214321)

• Must be at least 5 digits, no more than 8 digits

• Expires after 365 days

• Disabled after 5 failed login attempts

TO RETRIEVE A VOICE MESSAGE

• Press Envelope hard key, follow menu below

• Select the appropriate line• Enter your Voice Portal passcode: __________

VOICE MESSAGE RETRIEVAL

SET UP VOICEMAIL WITH END USER CREDENTIALS

Voice Portal Number ________________________

Voice Portal Default _________________________

New Voice Portal ___________________________

1. Press the hard key Envelope.

2. Enter the default passcode followed by #.

3. You will be prompted to change passcode.


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WEB PORTAL FEATURE ACTIVATION

WEB PORTAL FEATURES

To configure the following features you will need to login to the TDS Web Portal.

LOGGING INTO YOUR WEB PORTAL

• Login at tdsmanagedip.com • Enter your User ID and Password

(provided by TDS)

User ID __________________________________

Password ________________________________

NOTE: When you initially log into your web portal you will be prompted to change your password.

VOICEMAIL TO EMAIL • Select the telephone extension from the

user dropdown• Hover over calling features and select

All Services• Scroll to find voice management and

click Edit• To receive voicemail messages only via

email, click the raido button and enter the email address here:

• To get voicemail messages in the voice portal AND your email you will need to: A. Select Deposit messages in Voice Portal

and activate Message Waiting indicator on phone

B. Next, enter your email address in the box

Play Message 1

# Save 6 Jump to End1 Rewind 7 Delete Individual Message2 Pause/Resume 9 Additional Options3 Skip Forward 1 Reply to Message4 Jump to Beginning 2 Forward Message 5 Play Message Envelope

Change Busy Greeting 2

Change No Answer Greeting 3

Compose Message 5

Delete All Messages 7

Return to Previous Menu *

Repeat Menu #

TO ACCESS YOUR VOICEMAIL REMOTELY

• Dial the Voice Portal Access number assigned to your business (your Total Talk administrator can provide this)

• Voice Portal Access Number__________ • Enter your four digit extension number• Enter your Voice Portal passcode

Menu options below.


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labeled, Send message as attachment toC. Finally, select the appropriate radio button

to turn the service on or off

SIMULTANEOUS RING

After you have logged into the portal follow these steps to manage Total Talk’s simultaneous ring feature:

• Select the telephone extension from the user drop down

• Hover over calling features and select All Services

• Scroll to find simultaneous ring and click Edit• Click Add to enter up to 10 simultaneous ring

numbers and click Save.

• To turn the service on or off, click the appropriate radio button and click Save

WEB PORTAL PASSCODE RULES• Cannot contain your login ID

• Cannot be your old password

• Must contain at least 1 number, 1 uppercase and 2 lowercase alpha characters.

• Cannot be the reverse of an old passcode

• Must be a minimum of 8 characters

• Expires after 180 days

• Disabled after 5 failed login attempts


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Feautre Activation Code Deactivation Code

Call Forwarding Always *72 *73

Call Forwarding Always To Voicemail *21 #21

Call Forwarding Busy *90 *91

Call Forwarding Busy To Voicemail *40 #40

Call Forwarding No Answer *92 *93

Call Forwarding No Answer To Voicemail *41 #41

Calling Line ID Delivery Blocking per Call *67

Calling Line ID Delivery Blocking Persistent *31 #31

Calling Line ID Delivery per Call *65

Call Waiting Persistent *43 #43

Cancel Call Waiting *70

Customer Originated Trace *57

Direct Voicemail Transfer *55

Voicemail Clear MWI *99

Voice Portal Access *62

FEATURE ACCESS CODES

The following access codes activate or deactivate features available with your phone service.


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CALL FORWARDING

CALL FORWARDING ALWAYS

Automatically redirect all incoming calls to

another number. When the service is active,

a reminder will be displayed on your phone.

You can also set your phone to play a Ring

Reminder when a call is forwarded. The default

setting for Call Forwarding Always is off.

To activate this feature:

1. Dial the Activation Code *72, and then dial

the phone number where you want your calls

to be directed.

2. Once the system plays a confirmation

message, hang up.

To turn this feature off:

1. Dial the Deactivation Code *73.

CALL FORWARDING ALWAYS TO VOICEMAIL

Automatically redirect all incoming calls to

your voicemail. The default setting for this

feature is on.


1. Dial the Activation Code *21.


message, hang up.



CALL FORWARDING BUSY

Redirect incoming calls to another number

when you are on the phone (or have services

such as Do Not Disturb or Selective Call

Rejection activated). The default setting for this

feature is off.




to be directed. (If no phone number is

entered, all calls will be forwarded to the

phone number that was previously

configured by default.)


message, hang up.



CALL FORWARDING BUSY TO VOICEMAIL

Redirect your incoming phone calls to your

voicemail when your line is busy. The default

setting for this feature is on.




message, hang up.


1. To stop redirecting calls, dial the

Deactivation Code #40.

CALL FORWARDING NO ANSWER

Redirect your incoming phone calls to another

number when you do not answer your phone.

The default setting for this feature is off.





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to be directed. (If no phone number is

entered, all calls will be forwarded to the

phone number that was previously

configured by default.)


message, hang up.



CALL FORWARDING NO ANSWER TO VOICEMAIL

Redirect incoming phone calls to your

voicemail when you do not answer your phone.

The default setting for this feature is on.




message, hang up.



CALL WAITING

This service enables you to answer a call while

already engaged in another call. The default

state for this feature is on.


1. Dial the Activation Code *43

CALL WAITING DISABLE

Disable Call Waiting for the next call you place

or while a call is in progress. Call Waiting is

automatically re-activated when the call ends.

To disable before you place a call:


2. After the confirmation, there will be a dial

tone. Dial the number you want to call.

For the duration of the call, you will not be

presented with any waiting calls.

CALLING LINE ID BLOCKING

This service enables you to hide/block your

calling line ID (both name and number) from

being presented to the person you are calling.

CALLING LINE ID DELIVERY BLOCKING PER CALL

Hide your calling line ID (both name and num-

ber) on a per-call basis. This service only remain

active for one phone call.


1. Before placing a call, dial the Activation

Code *67.

2. Place your call as usual.

NOTE: If Calling Line ID Delivery Blocking

Persistent is activated, this service has

no effect.

CALLING LINE ID DELIVERY BLOCKING PERSISTENT

Prevent display of your calling line ID for all calls.

The default setting for this feature is off.




message, hang up.


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NOTE: When Calling Line ID Delivery

Blocking Persistent is activated, you may

turn it off on a per-call basis to display

your caller ID by dialing *65 and placing

the call.


1. Dial the Deactivation Code #31.

CUSTOMER ORIGINATED TRACE

This service enables the recipient of an

obscene, harassing, or threatening call to

request that it be automatically traced and

reported to your Service Provider (TDS). The

information on the traced call is sent as an

alarm to TDS. The alarm contains the following

information:

• Your phone number. If you do not have a

phone number, your group phone number

and extension are provided instead. For

calls within a group, only your extension

is used.

• The date and time the call was received

• The name and phone number of the caller,

if available

The traced call is the last call that you received.

It could either be an answered or a missed call.

NOTE: Law Enforcement officials must

request the call trace information from

TDS due to privacy and legal issues.

To trace and report the last call received:

1. Dial the Activation Code *57. You will hear an

announcement followed by a dial tone.

2. If the trace is successful, a confirmation

announcement will play, and the requested

trace is sent in the form of an alarm to the

system provider. If the trace is unsuccessful,

an error announcement will play and the

alarm will not be sent.

DIRECT VOICE MAIL TRANSFER

DIRECT VOICE MAIL TRANSFER

Transfer a caller on hold to your voice mail or

someone else’s voicemail.


1. While on a call, press the Transfer soft key,

then dial the Activation Code *55. An

announcement will play explaining how to

transfer the held caller to your voice mailbox

(or anyone else’s voice mailbox).

VOICE MAIL WAITING INDICATOR

Clears the audible (and visible for some

devices) message waiting indicator on your

phone.

To clear the Waiting Indicator:


VOICE PORTAL ACCESS

The Voice Portal provides a convenient way for

you to manage your services via the phone.

To access the Voice Portal:

1. Dial the Activation Code *00. If you are

remote (external to your business) dial the

Voice Portal telephone number (provided by

your managedIP Administrator).

2. After the prompt, enter your passcode. Upon

successful authentication, you will be present-

ed with the main menu options.


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NOTE: Auto Attendant is available for purchase a la carte. Ask your Total Talk administrator if your service includes Auto Attendant.

TO MODIFY AN AUTO ATTENDANT

1. Log in at tdsmanagedip.com

2. Select the Group from the dropdown menu

3. Hover over Group Services and click Auto Attendant

4. Select the Auto Attendant from the dropdown menu

5. Select Business Hours tab

6. Check Enable first-level extension dialing, if applicable

7. Populate the Description, Action, and Phone Number fields for each key option, as appropriate

8. Click Save

9. Select After Hours tab and repeat steps 6-8

TO RECORD OR CHANGE AUTO ATTENDANT GREETINGS FROM A TOTAL TALK PHONE

1. Dial the Voice Portal extension _____________

2. When the greeting plays, Press the * key

3. Enter the Voice Portal Extension _____________

and Press the # key

4. Enter the Voice Portal passcode ____________

and Press the # key

5. To change the Auto Attendant Greeting

Press 1

NOTE: If you have more than one Auto Attendant, you will be prompted to enter the Auto Attendant extension you want to change, then press the # key A. For Business Hours, Press 1B. For After Hours, Press 2

6. Record the greeting and Press the # key

TO RECORD OR CHANGE AUTO ATTENDANT GREETINGS FROM ANY OTHER PHONE (HOME, CELL, OTHER)

1. Dial the Voice Portal number ______________2. Repeat Steps 2-6 above

TO FORWARD CALLS ON YOUR MAIN TELEPHONE NUMBER TO THE AUTO ATTENDANT

1. Press line 1 and dial *72 for call forwarding

2. Enter the auto attendant telephone number


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Thank you for calling ____________________________.

Our normal business hours are _______, Monday – Friday, Saturday, and Sunday

_____________________________________________________________________________________________

_____________________________________________________________________________________________

“To reach your party, please select from the following menu:”

Read the key pad number (not the extension number) i.e. Press 1 for Sales, Press 2 for Customer Service, etc.

NOTE: Use the menu outline below to create your script for the extensions before recording.

“To repeat this menu, press the * key”

TO CREATE YOUR EXTENSION MENU

1 _________________________________________________ Ext _______

2 _________________________________________________ Ext _______

3 _________________________________________________ Ext _______

4 _________________________________________________ Ext _______

5 _________________________________________________ Ext _______

6 _________________________________________________ Ext _______

7 _________________________________________________ Ext _______

8 _________________________________________________ Ext _______

9 _________________________________________________ Ext _______

ADDITIONAL SUPPORT• Contact the Total Talk administrator at your company or visit tdstelecom.com/totaltalk/support

tota ta - tds business · and resume the call • press the hold soft key • press the resume soft...

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