IP-based Telephone Quick Reference Guide

Use the guide below for answers to questions related to your IP-based telephone. For quick a overview and video demonstration of the most frequently-used features, view the following quick guides:

• Nortel IP Telephone Quick Reference Guide (pdf)
• Nortel IP Telephone Training Video

In addition to these NU-specific quick reference guides, Nortel's full telephone user guide is available at Telephone User Guides. Please be aware that not all Nortel functionality is enabled for NU IP services.

General IP Phone Quick Reference

• What is IP-based technology?
• Does the IP service place any limitations on who I can call?
• Is IP-based voice quality as clear as a regular phone line?
• How secure is the IP-based service?
• Once IP service is available in a building, must everyone use it?
• Will NUIT need to install an additional data or telephone jack in my workspace to accommodate an IP telephone set?

Nortel IP Telephone Quick Reference

• What is Presence?
• How do I access my Friends list?
• How do I add an NU IP contact to my Friends list?
• How do I search on the NU IP system and add a contact to my Address Book?
• Should I ever logout of my phone?
• How is my telephone integrated with voice mail?
• How do I check voice mail?
• Do I still need an authorization code for long distance calls?
• What are the display messages that will appear on my telephone monitor?
• Does my IP-based telephone still allow for multiple phone lines?
• How do I set up alphanumeric dialing?
• How do I decline a call?
• How do I create or modify decline reasons?
• How do I decline an incoming call and specify a reason to the caller?
• What is the Ignore feature?
• What is Do Not Disturb?
• How do I establish a conference call or three-way call?
• How do I get back to my original call if the third party doesn’t answer, I receive a busy signal, or I receive a voicemail?
• Are there any known issues NUIT is working to resolve?

SIP Password Quick Reference

• Why do I need a SIP password?
• How do I obtain my SIP password?
• How do I change my SIP password?
• How do I reset my forgotten SIP password?

Personal Agent Quick Reference

• What is the Personal Agent?
• How do I log in to the Personal Agent?
• How do I change my SIP password in the Personal Agent?
• How do I manage my address book in the Personal Agent?
• How do I personalize call routing in the Personal Agent?

General IP Phone Quick Reference

Nortel IP Telephone Quick Reference

What is Presence?

Presence is an indicator of your availability to receive calls or messages that is broadcast to others on NU's IP telephone system. In order for another IP user to see your Presence status, you would need to appear in that person's Friends list.

1. You can change your Presence status to broadcast that you are Unavailable to your Friends by selecting option #4 for Presence under the Servcs menu
2. Click the Change soft key
3. Use the down navigation arrow key to page down to option 2 for Unavailable
4. Press the Select soft key
5. Choose option #1 for None and press the Select soft key; your presence status will change to Unavailable; this will not cause your telephone to ring busy or your calls to roll over to voice mail
6. Be sure to change your Presence status back to Connected when you return

How do I access my Friends list?

1. Press the View soft key
2. Select option #1 for Friends and press the Select soft key to access your Friends list
3. Navigate to the desired contact using the arrow keys and press the Status soft key to view the Presence status

How do I add an IP contact to my Friends list?

1. Press the Directory quick button, or select Address Book option (#2) under View menu
2. Navigate to the desired contact using the arrow keys and press the View soft key; then press Edit, then Next
3. On the third prompt, you will see the option to Add to Friends list

How do I search the NU IP directory and add a contact to my Address Book?

1. Press the Servcs soft key; then select Search option #1; then select Global Search
2. Scroll to choose to search by Name, Last Name, First Name, or Phone Number
3. Press the Select soft key
4. Enter the text or number to search for; you can search names after entering a few letters
5. Press the OK soft key
6. Use the up and down buttons to scroll through results
7. Select the name and press the Save soft key, or press Call to initiate a call without saving to the Address Book
8. At the Name prompt, you have the option to change the display name that will be used in the Address Book or press the OK soft key to save with the suggested name
9. The next option asks whether to add the contact to the Friends list; select Yes or No
10. Add Successful message appears on the monitor; press the OK soft key

NOTE: Your address book can contain up to 50 contacts.

Should I ever logout of my phone?

No; you should never logout of your phone. You will be unable to log back in without supplying your SIP password and rebooting your telephone.

How is my telephone integrated with voice mail?

Full integration with voice mail is provided to all SIP telephone sets on the Northwestern campus. The red voice mail indicator light will be illuminated when a voice mail message is waiting.

How do I check voice mail?

To check your voice mail:

1. Dial 7-7777 (voice mail) or pick up the handset and press the VMail soft key
2. Enter your voice mail password
3. Follow voice mail prompts as appropriate

Do I still need an authorization code for long distance calls?

Depending on departmental policy, authorization codes may be required for long distance calls. To use an authorization code:

1. Draw dial tone
2. Dial *89, press the Send soft key or #
3. Listen for confirmation tone, then enter the valid authorization code--a new dial tone will be presented
4. Dial the telephone number, press # to send the call immediately, or wait a few seconds and the call will send on its own

What are the display messages that will appear on my telephone monitor?

Calls from other IP phones will show the caller's name on the telephone monitor. If the caller has an IP phone and the number displays on the monitor but not the name, you can add the caller to your Address Book/Directory and the name will be displayed. Calls made from non-IP phones will show just the caller's number on your monitor. Some cell phones will display as "Anonymous".

Missed calls will cause a "new call" message to display on the monitor. Scroll through your Inbox to eliminate this message. Occasionally, a broadcast message will be sent that will show "Location: Other" on the monitor.

Does my Nortel IP telephone allow for multiple phone lines?

The Nortel IP-enabled phone is a single line phone. In most cases IP-enabled features virtually eliminate the need for a multi-line phone. For example, on an IP phone:

• While on an active call, Caller ID information regarding an incoming call is displayed. There is no need to answer a call to find out who is calling.
• You can stack multiple calls, both incoming and outbound. Since call information is displayed for most calls, it is easy to toggle among them.
• IP service provides advanced Call Routing features based upon the number of rings or time of day.

NOTE: You can have up to 20 participants on a conference call. If you need to invite more participants, a conference bridge is encouraged.

More information about call routing is available in Nortel's Personal Agent Quick Reference Guide.

How do I set up alphanumeric dialing?

1. Lift the handset
2. Select the 123 soft key
3. To turn off Alpha dialing, toggle the same soft key, which now reads abc

How do I decline a call?

Declining a call stops the call from ringing. The caller receives a decline message and a busy signal. When a call is incoming:

1. Press the Decline soft key
2. Press the OK soft key to decline the call; the calling party receives a busy signal
3. Press the Cancel soft key to cancel the decline; the original ringing display appears

How do I create or modify decline reasons?

1. Press the Prefs soft key
2. Select option #3 for Feature Options
3. Select option #2 Call Decline Reasons
4. Press the Add soft key and enter the desired text; you can also Edit or Delete existing reasons
5. Press the Save soft key

How do I decline an incoming call and specify a reason to the caller?

When a call is incoming:

1. Press the Decline soft key
2. Press the Reason soft key; the list of predefined reasons displays; if there are no reject reasons defined, then the Reason soft key will not appear on the display
3. Press the Select soft key when the desired Reason is displayed
4. Press the OK soft key; the calling party receives a busy signal and the reject reason appears on their display if they are calling from a SIP telephone
5. Press the Cancel soft key to cancel the decline; the original ringing display appears

What is the Ignore feature?

The Ignore feature stops the incoming call from ringing and sends it directly into voice mail. While a call is incoming:

1. Press the Ignore soft key
2. Press the OK soft key
3. The call will be forwarded to voice mail

What is Do Not Disturb?

The Do Not Disturb feature allows you to mute the ring tone for incoming calls and send them directly to voice mail.

1. Press the Services soft key or quick button
2. Press 2 for Do Not Disturb
3. Press the Enable soft key
4. Press the OK soft key to automatically send calls to voice mail
5. To remove Do Not Disturb, press 2 and select the OK soft key to accept incoming calls
6. Be sure to turn off this feature when you wish to resume normal call routing

How do I establish a conference call or three-way call?

1. Press the Action soft key to enter the In-Call menu
2. Select New Call/Conference to add a caller
3. Dial the number of the person you want to add to the call, then press the Send soft key; at this time, you can talk privately to the person you are adding to announce the conference
4. Press the Join soft key, then select Conference to merge the calls

How do I get back to my original call if the third party doesn’t answer, I receive a busy signal, or I receive a voicemail?

1. Press the Goodbye key
2. Press the Switch Hook to reconnect to the original party

Are there any known issues NUIT is working to resolve?

Currently, there are no major known issues NUIT is working to resolve.

SIP Password Quick Reference

Why do I need a SIP Password?

You will need a SIP password to utilize the online Nortel Personal Agent to manage your address book and personalize your call routing settings.

How do I obtain my SIP Password?

To obtain your SIP password, please follow these steps:

1. Call 847-467-5560 between 8:00 a.m. and 5:00 p.m., Monday through Friday
2. A consultant will ask you to fill out the SIP Password Reset Form; enter all required information and click the “Submit Reset Request” button
3. You will then be issued your SIP telephone password by the consultant; NUIT suggests you change your password to something more personal and memorable as soon as it is issued to you

How do I change my SIP Password?

To change your SIP password, please follow these steps:

1. Go to the Personal Agent
2. Enter your telephone username and the password that you have just received from the NUIT consultant; the username must be formatted with your full SIP address, for example, nu4671234@northwestern.edu
3. Click the Login button
4. Click on Preferences, then double-click on Personal (under Preferences on the left)
5. Click on Password; enter and confirm a new password; enter the password given to you by the agent as the Old password
6. Click Save; exit the Personal Agent
7. Reboot your telephone to synchronize the new password by unplugging the phone from the data jack and plugging it back in
8. Log in to your telephone using the new password that you created in the Personal Agent

How do I reset my forgotten SIP Password?

To reset your SIP password, please follow these steps:

1. Call 847-467-5560 between 8:00 a.m. and 5:00 p.m., Monday through Friday
2. A consultant will ask you to fill out the SIP Password Reset Form; enter all required information and click the “Submit Reset Request” button
3. You will then be issued your SIP telephone password by the consultant; NUIT suggests you change your password to something more personal and memorable as soon as it is issued to you

Personal Agent Quick Reference

What is the Personal Agent?

Nortel's Personal Agent gives you online access to manage your address book and personalize your call routing settings.

How do I log in to the Personal Agent?

To log in to the Personal Agent, follow these steps:

1. Go to the Personal Agent log in page
2. Enter your telephone username and the SIP password that you have just received from the NUIT consultant; the username must be formatted with your full SIP address, for example, nu4671234@northwestern.edu
3. Click the Login button

How do I change my SIP password in the Personal Agent?

To change your SIP password, follow these steps:

1. Go to the Personal Agent log in page
2. Enter your telephone username and the password that you received from the NUIT consultant; the username must be formatted with your full SIP address, for example, nu4671234@northwestern.edu
3. Click the Login button
4. Click on Preferences, then double-click on Personal (under Preferences on the left)
5. Click on Password; enter and confirm a new password; enter the password given to you by the agent as the Old password
6. Click Save; exit the Personal Agent
7. Reboot your telephone to synchronize the new password by unplugging the phone from the data jack and plugging it back in
8. Log in to your telephone using the new password that you created in the Personal Agent

How do I manage my address book in the Personal Agent?

To search for and add other NU IP contacts to your personal address book:

1. Click the Directory icon
2. Select Global address book from the drop-down menu list next to the SEARCH field
3. Select a field to search on (first name, last name, etc.); then select Search
4. Locate the person you want to add; select the check box next to their name; click the Add icon
5. Optional: Choose a group you want to add that contact to or add as SIP Friend
6. Select OK

To manually add directory contacts to your personal address book:

1. Click the Directory icon
2. Select the New icon in the top-right corner
3. You must enter a Nickname (the name that will appear when you correspond with this contact: e.g. Joseph Wildcat or Joe) and a SIP Address (SIP address example: nu4671234@northwestern.edu)
4. Populate other fields as desired
5. Select Save
6. Review your saved contact, and select Back to return to your address book

How do I personalize call routing in the Personal Agent?

Personalizing call routes via the Personal Agent allows you to control where you want your calls to go at any given time. To begin call routing:

1. Go to the Personal Agent
2. Enter your telephone username and the password that you received from the NUIT consultant; the username must be formatted with your full SIP address, for example, nu4671234@northwestern.edu
3. Click the Login button
4. Click on Routes

An example of setting up call forwarding in the Personal Agent:

1. Select New
2. Check When a call is received, and click Next
3. Select Next again
4. Select Ring my devices in the following ordered list
5. Select THESE NUMBERS
6. Check Ring these telephone numbers and select the number of rings for that number
7. Enter your forwarding number in the box (remember to include 9 and 1 if you are forwarding to an off campus number)
8. Select OK
9. Review your forwarding route and select Next
10. Now select Finish
11. Name your route with an identifier (i.e. forwarding) and check Make route active, then Save
12. To make your route active, highlight it, and select Move up, then Save -- if your desired route is not at the top of your routes list, it will not be active
13. When you want to make your route inactive, highlight it, and select Move down, then Save