Q: The company where I just hired on uses mainly 2616 and 2216 sets but all have different programming. Features seem to have just been programmed at random with no consistency. I don’t plan to reprogram all of the phones in a campaign but I do need to establish a standard for new or modified sets to begin adding order to the organization. What features and settings do you recommend I consider?
A: I think I can give you some suggestions that may help and I’ll try to explain along the way why I chose them. While this is not a comprehensive list I hope you’ll find some things that will be some help. You don’t tell what software level you are using but I’ll assume you have at least release 23. Let’s start with CLS (class of service) settings.
TDD - Be sure to set phones with a display to use TDD instead of ADD. It allows users to automatically see caller information on more than just key 0.
IRA - For phones with a hookswitch, you will want to allow the users to answer calls on any ringing line (not just key 0) by lifting the handset. This, coupled with a high enough number in LPK, will make it easier for users.
OLA - In the same way as IRA, OLA allows the phone to draw dial-tone from the first available line when you lift the receiver, even if key 0 is busy. Again, the setting in LPK must be high enough.
CNDA - If you have a display you want to see information about the other party on the call. This setting allows that.
DNDD - Even if you read the NTPs carefully you probably will misunderstand the use of this setting like I did for years. With this set to DNDA, you see redirection information instead of the original caller info. That is, if Ms. Jones has her calls forwarded to you, you will see her in the display instead of the caller ID of the outside caller. DNDA is useful for a few administrative positions but not for most people. Setting this to DNDA also keeps you from seeing original caller information when a call short hunts to another key on your phone.
FBD - This has nothing to do with the forward-no-answer that uses the FDN destination setting. If you have FBA set calls may go to the attendant instead of the HUNT number assigned.
LNA - With this setting the user can redial the last number dialed by pressing the line button twice, or by lifting the handset and then pressing the line key. It’s a great feature for just about everyone.
Now, here are some feature keys you may want to include in your standard configuration(s):
TRN - The transfer feature is an obvious choice but I mention it here to let you know it may be optional in some circumstances. The AO6 may be a better choice at times. Read on.
AO6 - Did you know you can use this as a transfer key? The only caveat is that you have to set up a conference first, then drop off. As an additional advantage it makes it almost guaranteed that your users will not do blind transfers. I don’t mention AO3 because it offers no advantage over AO6.
PRK - When I explain to users how the park feature works and suggest situations when they may want to use it, I get very positive reactions. Let users know they can park the call before going into a file room or another office, and then they can pick up the call from any phone. Try it yourself and see what you think.
SCC - Most systems have enough memory available to activate a large number of speed call lists. Why not make it a standard? Look at your extension range and use part or all of the phone numbers for speed call lists. You can create the lists ahead of time and assign the corresponding list number to the phone when you build it. I use lists of 100 with the default digit length. Explain to users they can store the number of the company or person they call in a bin that uses initials to help them remember. For instance, Joe Smith would be speed call 57.
DSP - You may have stopped using this key if you picked up on using TDD to show who’s calling on the second line, but it still has uses today. For instance, you can see what is programmed on Auto Dial keys or in your Speed Call list. You can also see what your Call Forward and Redial are set for. It gives you insight into the settings on many of the keys.
Line 2 - No, there isn’t really a Line 2 key. I’m suggesting that you label rollover lines with Line 2 (or 3) instead of the actual extension number. It’s less confusing for users. There are plenty of other useful features and keys you can assign, but that’s a pretty good list of common ones.
Readers, if I missed any of your favorites, let me know!
Reach the author at philruffin@hotmail.com.
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