Cisco Phone & FirstClass Voice Mail FAQs
In an effort to assist staff members who had questions on functions available with the current phone or voice mail systems we have consolidated some of answers to re-occurring questions into this brief FAQs document. 


Frequently Asked Questions

Q: Something is wrong with my phone / voice mail. When will it be fixed?
A:  Several staff members reported on the survey that they were experiencing minor issues with the phone system or voicemail.

In our research we found that none of these staff members requested assistance with these issues using the Web Help Desk(WHD) system.  
 
If you have any problem using your phone or voice mail and are in need of assistance it must be reported using Web Help Desk.   If you do not report the problem through Web Help Desk there is no way for us to know the problem exists. Once a request is in the WHD system we can track your issue and ensure you have been assisted as best as possible.
Q: How can I bypass a greeting and skip right to leaving a message?
A: Once the greeting begins you can press “5” at any time to skip directly to leaving a message.
Q: How can I receive a fax?
A: With the introduction of the FirstClass Voice Services all of the existing phone numbers are able to receive fax messages as long as the message connects to the voice mail (calls not picked up on).  These messages will appear as a call with an attachment in your mailbox.
Q:  How long are messages archived?
A:  In order to be in full compliance with the Local Records Act (LRA) we archive all of our electronic messages for exactly two years from the date received/sent.  These messages are stored on extremely secure system that meets the requirements for the LRA guidelines.
Q:  Do I have to dial 1-630 for every call?
A:  No.  While you may have to dial 1-630 when you are at home you do not have to do this when you are using the Glenbard phone system.  We have programmed the phones to assume that all calls are in the 630 area code unless a different area code is dialed first.
Q:  Can I reply to a co-worker voice message via e-mail?
A:  Yes, if the person that left you the message is another staff member and their name appears as the sender of the voice mail you likely can simply reply to the message with a standard e-mail when you are using the FirstClass Client software.
Q:  If you have to call "911" do you have to dial "9" first?
A:  No.  Users can call 911 or 7-911 both will reach emergancy services
Q:  How can I transfer a call directly to my supervisor's voicemail?
A:  Press transfer then * then the extention number to go ddirectly to voicemail.
Q:  Why did they put my phone on one side of the room and my computer on the other?
A:  This is one of the mysteries of classroom and office evolution that has no clear answers.  In some cases the furniture has been moved, the area where the computer were placed were where the most space existed at the time,  or the room has been converted from one thing to another.  Since most modern phone systems operate over the same lines as the data network you can be sure that if the system is replaced the placement of the phones will likely be in a close proximity to where computers are located.  Additionally,  phones could be moved with greater ease if a person's office or role changed.
Q:  When I put people on speak phone they can't hear me. Why is that?
A:  All of the phones are speakerphones.  If they can not hear you make sure you do not have the "mute" button enabled.
Q:  How can send a voicemail to multiple people / everyone?
A:  Some administrators used a system wide voicemail in the previous system.  While this can not exactly be done with the current system, the closets method for accomplishing this is to call your own phone extension and leave yourself a message.  Then forward that message to the staff conference area.  
Q:  Why did we switch the voicemail system to go to our FirstClass accounts?
A:  There were several desirable features and functions that fueled the decision to make this change.   In short the general trend in modern communications is to consolidate all messages into a unified messaging center.  This avoids the need to require staff to check multiple systems, remembering multiple logins and password to review messages.  

This consolidation assists with leveling message priority or balancing all message types (voice, data, and fax) to be equal in access to all staff members.

This simplifies the message review/retrieval process and allows users to handle all messages with equal opportunity.

Additionally, this convenience puts Glenbard in full compliance with the Local Records Act while reducing operations and support costs by 1/3 compared to the previous systems.

Q:  My question doesn't appear here.  How can I get more information about using the system?
A:  Answers can usually be found by using either the built-in help files (in the help folder on your desktop) or by reviewing the Voice Services Basics Page.  If you still can not find the answer to your question please submit a Web Help Desk request for voice services assistance.