Start using dmSwitchboard12
This guide provides some suggestions for exercises you can do within your organisation to get your office comfortable using dmSwitchboard12.
The basic functions of your dmSwitchboard12 (make and receive a call) shouldn't feel any different from an ordinary phone line, but we suggest your teams work through some simple exercises to ensure they're comfortable with the added functionality of a switchboard.
Contents
Duration
Related content
Theory
Pre-requisites
Step 1: Check your headset is working
Step 2: Answer the phone
Step 3: Make an internal call
Step 4: Transfer a call (attended)
Step 5: Transfer a call (unattended)
Step 6: Put a call on hold
Duration
These tests should take you between five and 10 minutes.
Related content
You may find the following dmNotes useful:
- dmSwitchboard12 Plan Creation and editing
- VoIP Test Resources
- Grandstream GXP2000 Setup and Testing
- LAN Checklist
- Support and Fault-finding
Theory
dmSwitchboard12 is a flexible system, designed to be used with VoIP handsets, web phones or existing land line or mobile phones (PSTN). So you'll need to consult the manufacturers' instructions for your chosen phones for exact details of which keys to press for different functions.
Note: You cannot make outgoing calls over the dmSwitchboard12 with PSTN phones.
The following procedures are suggested examples for you to work through with your team, to make sure everyone knows how to use the system.
We've created them using the key presses for a Grandstream GXP 2000 phone, but you'll need to check the manufacturers' guides for the phones you are using.
Pre-requisites
You will need to have completed the following tasks before you begin:
- Create and activate a dmSwitchboard12 Plan
- Connect a phone to each Personal Extension
- Acquire a copy of the handset manual for the phones you're using
- Print out a copy of the Plan Summary for each member of staff, suitably marked up.
About the Plan Summary
The Plan Summary shows:
- DDI Numbers and Extensions, by Role
- Reception Names, Extensions and DDI numbers
- Team Names, their extension numbers and their DDIs
- Personal extensions along with name, extension, DDI number and a list of teams to which they each belong
Printing the Plan Summary
To print out the Plan Summary, follow these steps:
a) Login to your Clubhouse.
b) Click the dmSwitchboard12 icon within Service Controls in your Clubhouse. The Plan Control panel is displayed.
c) Click the Plans Tab. The Available Plans screen is displayed.
d) Click the name of the Plan who's numbers you wish to distribute to staff. The Plan Summary screen is displayed.
e) Click PRINT and the Plan Summary is sent to the printer.
Step 1: Check your headset is working
If you are using a headset, check that it is working correctly by carrying out these tests:
a) Press LINE to open a new line, enter 803 and press SEND . You will hear a tune if your headset is receiving properly.
b) Press LINE to open a new line, enter 801 and press SEND . Speak. You will hear your voice with a slight delay if your headset microphone is transmitting properly.
Step 2: Answer the phone
To test-answer your phone, follow these steps:
a) Ask a colleague to call your extension.
b) If:
- You are using headphones, press whichever LINE button is flashing.
- You are not using headphones, pick up the handset
- You are using a Plantronics Wireless headset, press the ANSWER button on your headset
You should be able to have a conversation with your colleague.
Step 3: Make an internal phone call using a headset
To make an internal call, follow these steps:
a) Press LINE to open a new line.
b) Enter a three-number extension.
c) Press SEND. You should be able to have a conversation with your colleague.
Step 4: Make an external phone call
To test external calling, dial a colleague's mobile phone.
To make an external call, follow these steps:
a) Press LINE to open a new line.
b) Dial the number. You should be able to have a conversation with your colleague.
c) To end the call hang up.
Step 5: Transfer a call (attended)
You have answered a call and need to transfer it to someone else. For an attended call, you only transfer the call once you have spoken to the person who is to receive it.
Follow these steps:
a) Press LINE to open a new line.
b) Dial the extension number.
c) Talk to the person on the other extension and, if they want to take the call, select the LINE to be transferred.
d) Tell the caller that you are transfering them. Press TRNF and enter the three number extension again.
e) Press SEND . The caller is transferred.
Step 6: Transfer a call (unattended)
You have answered a call and need to transfer it to someone else. For an unattended call, you transfer the call without first speaking to the person or team that is to receive it.
Follow these steps:
a) Press TRNF.
b) Dial the extension number.
c) Press SEND
Step 6: Put a call on hold
You are speaking to someone on the phone and would like to put the call on hold:
a) Press HOLD
b) To resume the call, press LINE