Frequently Asked Questions

• Voicemail Cheat sheet
• Standard Voicemail Message
• Why do I need or what is a billing code?
• What is a SOR?
• What is a PIR?
• Remote Voicemail Access
• What is the official policy and procedure for:
  • Cellular devices?
  • Pagers?
  • Long-distance Cards?
  • After-hours support?
• Conferencing
• Logging in to your mailbox
• Playing Messages
• Deleting and restoring messages
• Responding to messages
• Name Dialing
• Express Messaging
• Using standard commands

SOR:

A Scheduled Outage Report (SOR) is a communications tool to inform affected associates that we are planning an outage or interruption of service. These outages are usually scheduled for after-normal hours to not effect daily business activities.

PIR:

A Problem Incident Report (PIR) is a communications tool to inform affected associates that we are have an unplanned outage or interruption of service. These outages are usually due to a system failure or an equipment malfunction. Updates are sent out if the issue takes a long time to resolve.

Remote Voicemail Access

To gain access to your Parkville campus voicemail messages from a remote or off-site location: dial (816) 741-2000 or (800) 745-7275, after receiving the beginning of the "welcome to Park University" message, press # and follow the prompted message; mailbox, press #, security, press #.

Conferencing:

Set up a Conference call (M3903 and M3904): You can set up a Conference call for up to six people, including yourself.

To set up a conference call:

1. Press the conference key while you are on a call. The other party is now on hold and you receive new dial tone. The screen displays "call on hold, dial the number."
2. Dial the number of the person you want to add to the conference.
3. Make sure that the person is available to take the call before you press the connect key or you will have to start over with the call. Press the connect key to  complete the conference. Repeat as needed.

1. Press the goodbye key
2. Press the line (GREEN) key with the flashing icon to return to your original call

Polycom--To set up a conference call:

1. Press the flash key while you are on a call. The other party is now on hold and you receive new dial tone.
2. Dial the number of the person you want to add to the conference.
3. Make sure that the person is available to take the call before you press the connect key or you will have to start over with the call. Press the flash key twice to complete the conference. Repeat as needed.

If the person you attempt to add to the conference is unavailable:

1. Press the goodbye key
2. Press the flash key to return to your original call

Conferencing Service

Park University uses InterCall® for our conferencing service needs. InterCall® is the largest dedicated conferencing service provider in the world with services that are scalable for local or global businesses. This service will give you on-demand conferencing allowing you to initiate a conference 24 hours a day, 7 days a week -- without the need to make a reservation or rely on an Operator. Holding a conference is as simple as dialing a permanent number and entering a conference code.

Not only is this service less expensive, it is very easy to use and free training is available on line. This service is recommended for frequent travelers and anyone involved in conferencing 6 or more people on a regular basis.

To open an account, we will need the following information:

Associates name and phone number:
Department code:
E-mail address:
Physical address:
Administrator's name, e-mail, and number: (if applicable)
Approving authority:

For approval we need an e-mail from your department's approving authority sent to us via e-mail at trackit@park.edu. We will have you added to the account within two business days.

Billing Code:

A billing code is your departmental code that management uses to track costs that are charged to their budget. This is mandatory for all purchases. They usually looks like: 10 - xxxx - 6220 - HOME

Standard Voicemail Message:

"Welcome to Park University {Department}. You have reached the desk of {Your Name}. I am currently on the phone or away from my desk, but your call is very important to me. Please leave a detailed message, name and number and I will return your call at my earliest convenience. Thank you for calling."

Standard Vacation Voicemail Message:

Vacation Alert!
Welcome to Park University {Department}. You have reached the desk of {Your Name}. I will be out of the office {vacation period} and will not have access to voicemail or e-mail. Please contact {Backup name} at {Extension} for all your {departmental function} needs. I will be back in the office {return date}. Thank you for calling."

After-hours support:

The Telecommunications Department's normal business hours are Monday through Friday, 8:00 a.m. to 4:30 p.m. If there is an after-hours telephone emergency, please contact 816 536-3912.

Logging in to your mailbox

• Dial the CallPilot Multimedia Messaging access number (7000), or press the message key.
• Enter your mailbox number, then press #; or at your own telephone, just press #.
• Enter your password, and then press #.

Playing Messages

When you log in to your mailbox, you are at your first new message. Messages can be voice, fax, or voice and fax.

• Press 2 to play the current message.
• Press 6 to go to the next message; or

press 4 to go to the previous message.

• To disconnect, press 8 3, or hang up. While playing a message:
  • To skip back five seconds, press 1;
    to skip forward five seconds, press 3.
  • To play the message slower, press 2 1;
    to play the message faster, press 2 3.
  • To play the message softer, press 2 4;
    to play the message louder, press 2 6.
  • To pause, press #; to continue, press 2.

Deleting and restoring messages

Before, during, or after playing a message, press 7 6 to delete it. To restore a deleted message, including a message that has been auto-deleted by the system, return to the message and press 7 6. Once you leave the voicemail system, all deleted messages are gone forever.

Responding to messages

Before, during, or after playing a message:

• Call Sender - To call the sender, press 9. Speak to the person or leave a message, then hang up.
• Reply - To reply to a message, press 7 1, record a reply, then press 7 9 to send it.
• Reply All - To reply to the sender and all recipients of a message, press 7 4, record a reply, then press 7 9 to send it.
• Forward - To forward a message, press 7 3. Address the message, then press 7 9 to send it. You can record an introduction before sending it.
• To play the message envelope, press 7 2.

Name Dialing

When addressing a message, you can enter the address by spelling the person's name.

• At the address prompt, enter the Name

Dialing prefix, or press *.

• Spell the last name, then the first name.
• Stop when the system finds the name.

Express Messaging

You can send a message to another mailbox without logging in to your own mailbox.

• Dial the Express Messaging number 7150.
• Enter the mailbox number of the person

for whom you are leaving the message, then press #.

• At the tone, record your message, then hang up.

Using standard commands

CallPilot has standard commands that are common to all features, so you don't need a main menu. If you learn these standard commands, you can use all the CallPilot features without memorizing every step.

Playing and recording commands:

Skip back 1; Play 2; Skip forward 3;

Previous message 4; Record 5; Next message 6.

Two main families of commands:

Message commands begin with 7;
Mailbox commands begin with 8.

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