Telecommunications

SERVICES FOR NEW EMPLOYEES

If you have a new employee joining your department and will be reassigning a phone, please submit a request through the link below.  This form provides us with the information we need to set up a telephone, voicemail box, and  directory listing for the new employee. These requests need the acknowledgment of the department head and require 10 days prior notice for scheduling purposes.

Telecomunication Request
Choose Telephone and Directory Services, then Directory Listings from the drop-down.  Fill in the appropriate fields and add any further information in the Description field.

SERVICES FOR AN EMPLOYEE RELOCATING

If you are planning to move an employee  to another office within the same department, please submit a request through the link below to ensure communications services will be available in the new location. These requests need the acknowledgment of your department head and require 10 days prior notice for scheduling purposes.

Please do not unplug and move the phone. We will do this for you.  If your PC is also being moved, please note this in the Description field and submit a separate Technology Support Request under the Equipment category.  Your PC and telephone will be moved at the same time. 

Telecomunication Request
Choose Telephone and Directory Services, then Hardware and Cabling from the drop-down.  Fill in the Description field with the necessary information about the move.

TELECONFERENCE SERVICES AND HARDWARE

You can host a conference call from your desk phone or reserve a conference phone for use in select conference rooms.  For more information on how to set up your conference call or to reserve a conference phone, please call the Technology Support Center at (585) 292-TECH (8324).

VOICE AND DATA CABLING

Our department is responsible for evaluating all requests for new and/or additional cable drops for voice and data services. If you are considering a renovation project in your area, we ask that you contact us during the planning stage to ensure that cabling specifications are reviewed. If necessary, we will provide you with a cost estimate for the cabling work. All cabling work is much easier and costs less to accomplish during construction rather than following completion of construction. Please call ext. 2076 to discuss your project.

Cisco Finesse Quick Guide

Cisco Finesse is used to route calls that come into ACD lines, enabling individuals assigned to an ACD line (agents) to log in and answer calls. 
Note:  Forwarding calls is handled through Jabber or Webex if a user is set up to use Jabber or Webex.

Sign In: 
Login to Cisco Finesse. You need to know your ACD line number to login.
You will be at the Home screen at “Not Ready” at log in (reason Agent Logon). 

 The top line in Cisco Finesse displays the following elements: the Cisco icon; Cisco Finesse label; Status drop-down with a running timer; Chat (NOT CONFIGURED); Keyboard for dialing (DO NOT USE); and Person icon (personal profile & log out). 

Agent Status: 
 At the top of the display, use the drop-down menu to select the status. You can find this on the left in the drop-down list.  Ready = available to answer calls 
There are several self-explanatory “not ready statuses” that can be used to give more context for others in your area. Select one of these so calls are not routed to you as needed. 

  • End of Shift 
  • Lunch Break
  • Meeting
  • Other Break
  • Work
  • Wrap Up 
     
    N.B.  If you are at “ready” status and miss a call, you are automatically set to “not ready” and must reset to ready manually. 

Sign Out: 
If you are logging out, click on the Person icon at the far right and choose the reason. 

Screen Display: 

  • The top half of the screen “Agent CSQ Statistics Report” will show if there are calls waiting and how long they have been waiting to be answered.
  • The bottom half of the screen “Agent Team Summary Report” will show individuals (aka agents) who are signed in and their status – Not Ready (with reason), Ready, Talking.
  • In the left-hand navigation, you can select My Statistics for a snapshot of calls handled and length as well as some other data points. 

Cisco Jabber Quick Guide (ACD line users)

A Cisco softphone enables you to answer calls remotely.  To do this, a Cisco Jabber client must be downloaded to the user’s MCC laptop or PC to access the softphone. Once you are set up to use a softphone, you must ALWAYS use Jabber to answer calls – both remotely and when on campus. 

After Jabber is installed on your computer:

  1. Open Jabber.
  2. Sign in using your username and password.  

It is important that Jabber is set to “use my computer.”   
To set this go to the bottom center of your screen. If the icon is not a computer screen, click to open and choose “use my computer.” It should be green. 

Setting Up Audio - Speaker and Microphone/Troubleshooting: 
NOTE: These settings should be checked to troubleshoot sound issues.   

  1. Go to Settings. Click on your avatar or the settings gear in the upper right corner and then click Settings.   
  2. Click on the Audio tab in the Settings left sidebar.   

    • In the audio settings use the drop down to select a speaker or microphone. You may have to try all of them to find the speaker that is correct for your device. You can click the play button to the right of the listed speaker to test.  
    • To test the microphone just speak. The bar with the microphone icon should light up showing that it is detecting sound.  If there is no sound, check for additional options in the microphone drop down. 

Making a phone call  

  1. Click on the Telephone handset in the left hand navigation.
  2. Use the search or click on the number pad to enter the number.  MCC numbers will be the 4-digit extension. Outside calls are 9+ number, same as on campus. 

Answering a call  
A notification will pop up alerting you to an incoming call. Be aware that if someone calls with a video phone, Jabber will automatically access your camera and the person on the other end will be able to see you.  

  1. Click Answer to answer it or Decline. Clicking Decline will send the call to voicemail. 
  2. Once in a phone call you can click on the Chat icon on the left to see the call controls.   

Hanging up
In the call controls, click the red circle with the X to end the call.  

Hold, Transfer, Conference a call 
During a call, click on the 3-dot circle icon at the bottom of the Jabber screen. Choose the desired option and continue. 

Voicemail 

  1. Click on the cassette tape icon to see the list of voicemails.  
  2. Use the play button to listen to the voicemail.  
  3. On the web go to Cisco Unity Web Inbox and login.
  4. Clck the Accept button to accept the dispatch. The voicemail will disappear from Jabber on everyone’s Jabber except yours. 
  5. To delete the voicemail, click on the more options dots and then click Delete.  **If you delete a voicemail from here, it is deleted from your Unity voicemail box, same as your desk phone.**