PHONES

  1. Do I need to dial “9” or “1” before the phone number to make an outgoing call?
  2. I use Skype for Business 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?
  3. Is it possible to forward all incoming calls to a different number before it rings my phone?
  4. How do I transfer an incoming call directly to someone’s voice mail?
  5. How do I end a Skype for Business call?
  6. Can I switch between audio devices to use for Skype for Business, even while I am on a call?
  7. I get so many e-mails I’m afraid I will miss a voice mail.
  8. What do I need to do to make a Skype for Business call from a computer that I login to for the first time?
  9. Will Skype for Business run efficiently if I have signed on to it on two different computers simultaneously?
  10. 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?
  11. Does caller ID work for incoming calls?
  12. Will the correct caller ID show when a person transfers a call to me?
  13. Does my phone work independently of my computer?
  14. Can I call 911 from my Skype for Business phone?
  15. If I dial 911 will my location be automatically reported?
  16. Where are my incoming and outgoing calls logged?
  17. How do I transfer a caller directly to a voice mailbox, so that it will not ring on the recipient's phone?
  18. If a Marquette user is on the phone, will I get a busy signal when I dial their number?
  19. If I dial a Marquette user’s work number, does it only ring the desk phone?
  20. How do I use Skype for Business to communicate domestically or globally with non- MU contacts who are using Skype?
  21. How many people can I invite to join a conference call?
  22. 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?
  23. When I receive a voice mail message, why is the transcript of the message often illegible?
  24. What is the maximum length for a voice mail message?
  25. 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, EMAIL, CALENDAR AND CONTACTS 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 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 Web Access (OWA)?
  4. What happens if I enter the wrong PIN more than twice on the telephone?

ACCESS AND MANAGE VOICE MAIL USING MICROSOFT OUTLOOK

  1. How do I access my voice mail in Outlook?
  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. How do I add annotations to a voice mail message in a text box?

  7. 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?
  8. Where are missed telephone calls and instant messages stored?
  9. Where does Outlook store records of calls made and received?
  10. When I click Play on a voice mail message in Outlook, I cannot hear the message.

PRESENCE AND ACCESS IN SKYPE FOR BUSINESS

  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 Skype for Business 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?

SKYPE FOR BUSINESS VIDEO

  1. What do I need to send and receive video using Skype for Business?
  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. Do I need to dial “9” or “1” before the phone number to make an outgoing call?
    No, simply dial the number, for example 288-1234 or 262-555-1212.
  2. I use Skype for Business 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 the Call Controls icon Call Controls icon. on the call with the second person.
    • Click the Transfer button The Transfer button on the Call Controls..
    • The names of other people you are on a call with will appear. Select the name to make the transfer. Learn more.
  3. Is it possible to forward all incoming calls to a different number before it rings my phone?
    Yes. Open Skype for Business. Click the Call Forwarding down arrow (bottom left) > Forward Calls To > New Number or Contact.

    Use Call Forwarding to forward all calls.
  4. How do I transfer an incoming call directly to someone’s voice mail?
    Hover over the Call Controls icon. Click Transfer and enter the name of the person, move your mouse over the person's presence button, click the down arrow beside the phone and select Voice Mail. Learn more.
  5. How do I end a Skype for Business call?
    Press the red button to end the call.

    Press the red button to hang up.
  6. Can I switch between audio devices to use for Skype for Business, even while I am on a call?
    Yes. Open Skype for Business and click the Select Primary Device down arrow (bottom left.) Click on the device installed on your computer that you want to select as your primary device.

    Click to Select Primary Device.

  7. I get so many e-mails I’m afraid I will miss a voice mail.
    Use Skype for Business. Not only will you get presence information and IM capabilities, it will also alert you to new voice mails. Learn more about notifications of new voice mails in Skype for Business that appear in the Skype for Business window.
  8. What do I need to do to make a Skype for Business call from a computer that I login to for the first time?
    Login to the computer using your Marqnet username and password. Search the computer for Skype for Business. When Skype for Business opens, your email address will appear, and Skype will log you in.
  9. Will Skype for Business run efficiently if I have signed on to it on two different computers simultaneously?
    No, it is best to exit Skype for Business on one computer before you sign on to it on another computer. To exit Skype for Business, click the Gear icon > File > Exit.
    Click Gear icon > File > Exit
  10. 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.
  11. 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.
  12. Will the correct caller ID show when a person transfers a call to me?
    Person calling and person who transferred the call will show.
    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.
  13. Does my phone work independently of my computer?
    All Skype for Business phones require a Polycom CX600 phonenetwork 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 Skype for Business client with the phone.


    • 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 abPolycom CX300 phonele 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 dialPolycom CX200 out.



  14. Can I call 911 from my Skype for Business phone?
    Yes, simply dial 911.
  15. 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.
  16. 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. Skype for Business does not record the sound of the conversation.
  17. How do I transfer a caller directly to a voice mailbox, so that it will not ring on the recipient's phone?

    Click the Call Controls icon Call Controls icon. > Transfer > Enter the contact's name. Hover over the person's photo and click the down arrow beside the phone and Voice Mail. Learn more.
  18. If a Marquette user is on the phone, will I get a busy signal when I dial their number?
    No, the call will ring, and the recipient may choose to answer the call or send it to Voice Mail.
  19. If I dial a Marquette user’s work number, does it only ring the desk phone?
    No, not just the desk phone. The phone number is assigned to an individual. He or she can pick up the call on a desk phone, computer or digital device, regardless of where that individual is located.
  20. How do I use Skype for Business to communicate domestically or globally with non-MU contacts who are using Skype?

    Add the person to your Skype for Business Contacts:

    1. Open Skype for Business and click the Contacts tab
    2. Click Add a contact Contacts icon
    3. Click Add a Contact Not in My Organization
    4. Click Skype

      Follow steps 1-4 above

    5. Click Skype Directory to find a contact and right-click to add them to your Skype for Business contacts.

      Click Skype Directory and Search for the person.
  21. How many people can I invite to join a conference call?
    Up to 250.
  22. 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?
    Click phone controls > #
    Yes. When the voice mail message begins, click the Call Controls button, then # on the Dial pad to go directly to voice mail and skip the rest of the greeting.

  23. When I receive a voice mail message why is the transcript of the message sometimes 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.
  24. What is the maximum length for a voice mail message?
    The maximum length of a message is 20 minutes. The system disconnects 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.
  25. 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?
    Skype 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.

PRESENCE AND ACCESS IN SKYPE FOR BUSINESS (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 Skype for Business and click the down arrow under your name > Reset Status.

    Click to change your status.

  2. I am concerned about privacy issues. Is all my status information visible to everyone on the GAL who has Skype for Business installed?
    No, you can determine the access levels for your contacts. You set the contact's access level as shown below.
    Click Contacts and search for the person. Right-click the person's photograph > Change Privacy Relationship.

    Learn more about determining access levels for your contacts

  3. What are the different access levels to my status information for users on the Global Address List and how do I change this?
    To change a person’s contact level, click the Contacts icon at the top left of the Skype window, then right-click a contact’s name > Change Privacy Relationship. Make a choice from the access levels.


    Relationships listed here.

  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, 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 What's happening today? and enter a message. Click outside of the text box or press Enter on the keyboard when done.

    Update your status by clicking
    To clear a personal status note, click in the note box where you entered the note, and remove your message.

ACCESS AND MANAGE VOICE MAIL, EMAIL, CALENDAR AND CONTACTS 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 (414) 288-6479 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?
    Listen to your e-mails, and reply to, forward or delete, or search them.
    • 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?
    Check your calendar, and send e-mails to attendees of a meeting.  Clear your calendar for the day, and accept or cancel meeting requests.
    • Call your voice mail number. Enter your PIN and say "Calendar for Today", or "Calendar March 5th", for example. Then follow the prompts.

  4. 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:
    00
    		 More Options
    *
    		 Cancel or 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 touch tone system (or vice versa)


    Learn more about using Touchtone for Voice Mail and to access Email Messages, Calendar, Contacts

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 Web Access (OWA)?
    Click the Gear icon (top Right) > Tools. Click phone and scroll down to reset PIN. Click Reset my 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. 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. How do I access voice mail in Outlook?
    Scroll down below the Inbox in the navigation pane and click Voice Mail under Search Folders.

    Scroll down to Search Folders > Voice Mail.
  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 or tap Play on Phone in eMarq/Outlook on the Web, select Mail, click or tap the gear icon and under Settings enter play on phone. Click or tap Play on Phone.

    Enter the number you want the voice mail system to call when you use the Play on Phone feature.



    " "

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

    Login to eMarq/Outlook on the Web at https://portal.office.com and select Mail. Click or tap the gear icon and under Settings enter greetings.

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

    Enter greetings under Settings.

  4. How do I enable or disable missed call notifications in Outlook?
    Login to eMarq/Outlook on the Web at https://portal.office.com and select Mail. Click or tap Gear icon and under Settings enter notifications - voice mail.

    Check or uncheck Send an e-mail message to my Inbox when I miss a phone call. You can also set up notifications for text messages.

    Enter

  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. How do I add annotations to a voice mail message in a text box?
    Click in the Audio Notes text box and add notes to a message. Save the changes.
  7. 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.
  8. 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.
  9. 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.
  10. 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 theAdjust the volume in the task bar 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, please contact the IT Services TechSquad for information about purchasing speakers.


SKYPE FOR BUSINESS AND VIDEO (Top)

  1. What do I need to send and receive video using Skype for Business?
    If you have a video camera on your computer, Windows will automatically detect the device. Any camera 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 the video button in the Skype for Business window. Both parties need to click on this button to send and receive video.
  3. I do not have a video camera or webcam. Can I still receive video?
    Yes, you can view video from other participants in a conversation, but you cannot send outgoing video.


For questions about Skype for Business, please contact the IT Services TechSquad at (414) 288-7799 or techsquad@marquette.edu.

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