for Business End-User Training Agenda

Understanding the Skype Client and Polycom VVX 411 Phones • Polycom VVX 411 phone

• General Overview of Skype for Business

• IM/Presence

• Contact Modes

• Making and managing calls using Skype for Business

•

• How to access and manage voicemails Polycom VVX 411 Phone Features

• The Polycom VVX 411 phone integrates seamlessly with the Skype for Business Client.

• Unique to the VVX model is a large color display screen which is the user’s command center.

• The color display contains:

o Twelve lines and up to eleven programmable speed dial name displays

o Hard keys: a twelve-key dial pad, speaker, volume, headset, and mute

• The functions on the VVX 411 are always performed by touching a button or using the navigation wheel and then press the navigation button to execute the function. Polycom VVX 411 Phone

Display Screen Menu

Call LED

New Message Waiting (MWI)

Line Keys

Soft Keys

Home Key

Navigation/Select

Headset Transfer Speakerphone Mute Key Hold

Volume Keys Polycom VVX 411 Phone

Line View/ Favorite Contacts Home View VVX Call Handling

The four basic call functions are: Answer, Place a call, End, Hold/Resume calls.

Skype registered Polycom phones can display calls on hold, incoming calls, and calls in progress on your phone’s screen at the same time. However, you can have only one call session in progress at a time.

Answer a call The incoming call becomes active and displays on the phone’s screen. The following figure shows an incoming call from Josh Walker

You can answer an incoming call in the following ways: • Lift the handset • Press the answer soft key at the bottom of the screen • Press the speakerphone button • Press the headset button

Figure 1: Viewing the Incoming Call Screen Call Handling (End, Place calls)

End a Call - any of the following ways: • Press the soft key directly below End Call • Return the handset to the cradle • If you’re in speakerphone mode, press the Speakerphone key • If you’re in headset mode, press the Headset key • Press the corresponding line key, if configured

Place Calls - use the following: • The handset • The speakerphone • A headset • The Dial key • A line key • Dial a contact’s number • Your Skype

Figure 2: Outgoing Phone Call to a Contact Call Handling (Hold, Resume calls) Hold and Resume Calls - You can hold and resume calls at any time during an active call

To place an active call on hold: Press the Hold key: • The held call is indicated on the screen by blue on the call’s line • When you place a call on hold, the Resume soft key displays To Resume a held call: • Press the soft key directly below “Resume” on the phone

If you have an active call and a held call, you can navigate to the held call to resume.

Note: If you have an active call and a held call, ending you active call wont connect you with the held caller. You will need resume the held caller. During an active call, placing or receiving a second call will put current call on hold. Additional Call Functions - Forward Calls

The four advanced call functions are: forwarding calls, transferring calls, accessing voicemail, and managing conference calls.

Forward Calls - Calls can forwarded from your line to another Skype contact or to your voicemail. To forward calls to another contact: • From the Home screen, choose Forward > Forward to a Contact • Dial the number of your contact you want to forward calls to Note: A scrolling message showing that you have forwarded all incoming calls to your contact displays on your phone.

To forward calls to voicemail: From the Home screen, Select Forward > Forward to Voicemail. All incoming call are sent to your voicemail. Additional Call Functions - Forward Calls

The four advanced call functions are: forwarding calls, transferring calls, accessing voicemail, and managing conference calls.

Forward Calls - Calls can forwarded from your line to another Skype contact or to your voicemail. To forward calls to another contact: • From the Home screen, choose Forward > Forward to a Contact • Dial the number of your contact you want to forward calls to Note: A scrolling message showing that you have forwarded all incoming calls to your contact displays on your phone.

To forward calls to voicemail: From the Home screen, Select Forward > Forward to Voicemail. All incoming call are sent to your voicemail. Additional Call Functions - Transfer Calls

Transfer Calls – An active call can be transferred in either of the following ways: • Blind Transfer: Transfer immediately

To Blind Transfer a call:

1. Click the Transfer Button 2. Enter a phone number or click 3. Choose “Contacts” to select “More” to choose from your from a list of Skype users or contacts groups

4. Navigate to the contact and click dial. Additional Call Functions - Transfer Calls Transfer Calls • Consultative Transfer: Speak to the intended person before transferring the call To Consultative Transfer a call:

1. Press and hold 2. Type in the phone number 3. Click “Send” to consult the “Transfer” key or search for a contact by with the contact before selecting “more” transferring the call

4. When you are ready to transfer the call to click “Transfer” once more Additional Call Functions - Transfer Calls

Transferring Calls

The VVX phone user can set up a default transfer type (blind or consultative) on their phone, depending on which they do most often. However, by ‘long’ pressing the Transfer key, they can switch from one to the other for that specific call.

Setting a Default Transfer: • Access the Home Screen and pressing the Settings function. Select Basic > Preferences > item 12, select Default Transfer Type – Check the Consultative or Blind box to select the default. • When in a call, a short press of the Transfer button invokes the default setting. Follow the options to dial a person’s extension to or find a person in the directory to transfer the call. Additional Call Functions – Joining Calls Joining Calls • If you have an active call and a call on hold, you can choose to Join those calls together

To join a call:

1. Click the “More” option

After a 5 second delay, all calls will merge creating a conference call

2. Select “Join” Additional Call Functions – Parking Calls Parking Calls • Park the Call – use function if you want to park the call in the parking lot for you or someone else to pick up at another location. Note: once you park a call you retrieve it by entering the parking lot random number generated by Skype from any Skype application or Skype enabled device.

1. Click the “More” option 2. Select “Park”

Your call will be parked and Skype will generate a retrieval number Questions? Skype for Business Client – General Overview

Skype for Business Client Overview

• General Layout of Skype for Business client • Review Presence: (how to change, use Presence) § Manual Setting (i.e. Do Not Disturb, Busy/Away, resetting, etc.) § Automatic • Setting Personal Message/Status and Out of Office notice from Outlook • Overview of four icons: Contacts, Conversations, Phone and Meetings • Searching contacts, frequent contacts, sorting groups, etc. • Explanation of Skype for Business modalities (IM, Call, Video, Share) • Options Menu/Tools – customization, personal settings • Shortcuts for device selection and call forwarding Skype for Business vs Skype

Skype for Business is used by organizations to enable their employees to collaborate, meet, and share. And, Skype for Business users can search and connect with both Skype and Skype for Business users. Skype for Business Client Overview

Personal Message or Presence Status Phone Dial Pad

Contacts Icon Options Menu

Search/Dial a Number Calendar

Add a Contact

Conversation History

Contact Groups Skype Client Options

Explore Them!

Especially:

• Status • Phones • Alerts • Ringtones & Sounds • Audio Device • Video Device • Call Forwarding Creating a New Group

1. Under the Contacts icon click the and a drop down menu will appear. 2. Click Create a New Group and a New Group bar appears at on the bottom of the Skype Client groups. 3. Type the name of the new group (AHC Team) in the bar and a new group is created with no members. Add a Contact to a Group

1. Under the Contacts icon , type the name of the person in your organization or any contact in your Outlook contacts. 2. Names that match the letters typed will appear in the search bar as soon as the letters are entered. 3. Hover your cursor over their picture, right click in their picture and a drop down menu will appear. 4. Click Add to Contacts List and all your Groups will appear. Click the Group and the contact is added to that group Contact Modes

AHC Team has a total of Hover over contact’s Right-click in contact three contacts picture for contact icons picture for menu items Instant Messaging

Hover over contact’s picture and Type in the lower window to click the IM icon to begin an IM Conversation open an IM Window Instant Messaging a Group

Right click in the group name Type in the lower window to (AHC Team) and click Send begin an IM conversation with an IM to IM the group everyone in the group Live Training Exercise

• Create a group called Pilot Group • Add at least (2) contacts from this session into the group • Send an IM to another pilot member • Send a group IM to your Pilot Group contact group Skype for Business Client – Call Handling

Call Handling Functionality

• Make a Skype Call • Call Window Controls • Transfer a Call • Direct • Consult • Parking lot • Merging a Call • Invite More People to a Conversation Skype Client – Selecting Audio Device

To setup a primary device, click on the bottom left device icon. By default if no device is selected, it will display a computer icon to indicate that Skype is using your system audio.

• Select the icon on bottom right and a menu with available devices will appear. • Highlight an item to select your primary audio device. • Select Audio Device Settings to fine tune your audio:

• Adjust speaker volume • Adjust microphone volume • Adjust ringer volume • More Skype Client – Switching Audio Devices

You can also switch between audio devices during an active call. • Click on the devices icon • Click on the device that you would like to switch to. Your device will automatically switch to the selected device. Make a Skype Client Call

1. Under the Contacts icon , type the name of the person in your organization, any Outlook contact, or any phone number to call in the Search Bar.

2. Hover your cursor over their picture and the options bar will appear.

3. Move your cursor and click the drop down arrow next to the phone icon

4. Choose from the list of options and click to call the type of call you want to make: a) Work number would dial the primary phone number associated with that employee (controlled by the Active Directory) B) Additional numbers the employee has on record would be shown and could be selected. c) Use Skype call to conduct a computer-to-computer phone call (doesn’t require phone number).

Note: Use the same procedure beginning with #2 above to call any contact that is in your Group/Contacts list. Make a Call to an Outside Number

Search Bar

Under the highlighted Contacts icon , type the telephone number that you want to call and press the enter key to make the call. It is not necessary to prefix the number with a “9” to dial out. It’s also not required to put a “1” in front of the number, as Skype automatically adds that to the call number.

Note: Skype converts any letters to numbers to make the call (i.e. 800Flowers above translates to +1 (800) 356-9377) Answer a Skype Call

After your phone has been converted to use Skype Enterprise Voice you will get an alert and your ‘phone will ring’ on the lower bottom right of your screen indicating that you are receiving a call.

• Click anywhere in the picture area to answer the call. • Click the chat icon to send an instant massage to the caller (Instant Message icon will only display if the caller has Skype for Business) • Click Ignore to reject the call and send to voice mail Call Window Controls

# of Call Participants Pick a layout

Invite more people Click to view participants list Call Timer Presentable Content Call Quality

Mute Hang Up

Video Call Click for Call Controls: Volume, Dial pad, Click to open IM Hold, Transfer, and window Devices

More Options Call Window Controls

Note: Clicking the X will hang up your current conversation Call Window Controls

Click to Minimize Call Window results in:

Minimized Call Window can be moved anywhere or minimized Transfer A Phone Call – Direct

Blind or Direct Transfer If you receive a call but need to transfer to another person (or number, including your cell phone), then:

Click the Call Control icon and the pop up menu appears

Click the Transfer icon Transfer a Phone Call – Direct (cont)

Click the Transfer icon and the Transfer Call icon window appears Type a phone number or the name of a person in your organization or Outlook Contacts. Click the Transfer button to complete the transfer.

Click the Transfer button to complete Park the Call – use this if you want to park the transfer the call in the parking lot for you or someone else to pick up at another location. Note: once you park a call you retrieve it by entering the parking lot random number generated by Skype. Transfer a Phone Call - Consultative Consultative Transfer: If you receive a call but need to contact the person prior to transferring the call to them, then perform the following:

Click the Call Control icon and the pop up menu appears

Click the Transfer icon Transfer A Phone Call – Consult (cont) Consultative Transfer: There is no need to place the original caller on hold, as they are automatically placed on hold as soon as you dial another person or number.

Click the Consult button to speak with a person prior to transferring. Transfer A Phone Call – Consult (cont)

Consultative Transfer Continued: You can choose to consult via Instant Message or by Calling

When you are ready to transfer the held call, click on the transfer phone icon. You will receive a confirmation that your Transfer was complete. Consult by IM by typing your message at the bottom left of the conversation window.

Consult by calling. Choose the Phone Icon and select the number. Merging Calls

Merging Calls: If you have two active calls and would like to merge everyone together, then perform the following:

While speaking to the 2nd Caller, click the more options ellipse found on the bottom right of the call window. Click the ‘Merge This Into’ tab and choose the 1st Caller that is currently on hold. Merging Calls (cont)

Merging Calls: The result will create a Conversation (conference call) with three participants.

Click Participants icon to view the list of participants and Invite More People tab Invite More People to a Conversation

Invite or Add more people to the meeting

Clicking the Invite More People opens the window for you to enter a phone number or search for a name in the search bar. Click the selected person and press Ok to call that person and invite them to the call.

Another method to invite another person to a call is to ‘drag’ them into the call from the Skype Client. (‘Dragging’ is performed by holding down the left mouse key on the picture of the person and moving them into the call window.) Live Training Exercise

• Make a phone call to another pilot member • Add screen sharing to your phone call • Add another pilot member to your phone call (ad-hoc conference) • Transfer your call to another pilot member Voice Mail and Unified Messaging

When you have a new voice mail, the Phone tab in the Skype for Business main window displays the number of messages.

Click the arrow the play voice mails.

From the Phone tab, click the voice mail icon below the dial pad to access more options and manage your voice mail. From this menu you can: - Call voice mail attendant - Change your personal greeting - Set up voice mail Voice Mail and Unified Messaging (continued)

With Unified Messaging enabled for your Exchange account, voice mails will be recorded and sent to your Outlook inbox, along with a speech-to-text preview of the contents of the voice mail. You can play the voice mail directly from the email notification. Voice Mail and Unified Messaging (continued)

Accessing Voicemail

•Preferred method: Call your number. Once you start hearing your voicemail Press *, wait a few seconds and it will prompt you for your PIN, then you are in your VM settings.

•Otherwise if you have your call forwarded and can’t access your voicemail prompt, please call 515-271-4440 and follow the directions. Voice Mail and Unified Messaging (continued)

Common Exchange UM Commands:

With Unified Messaging you can use either voice commands or touch tones. What is Web or Desktop Sharing?

Web Sharing allows you to:

• Share your desktop • Collaborate on any programs • Present PowerPoint decks • Hold Q&A sessions • Ask Interactive Polls • Invite anyone using any computer to a collaborative session via an email invitation

Note: Any application (including web browser) must be open before you attempt to share. Meet Now Skype Meeting

On the Skype Client Options Menu, click ‘Meet Now” which starts a conference call

Click the icon to invite more people or ‘drag’ a contact to the call from the Skype Client Create Skype Meeting in Outlook

To create a Skype meeting in Outlook, click on the “New Skype Meeting” button.

A new compose window will open. Fill in your dates and times and click the send button.

External contacts who are outside of your organization can join your Skype meeting using this link. If they do not have Skype, they will join using a Skype Web Application . Skype Meeting Options

Click A new meeting space (I control permissions).

To control meeting access, select an option under These people don’t have to wait in the lobby.

To choose presenters, select an option under Who’s a presenter?

If desired, create settings for the meeting under Do you want to limit participants?

Optionally, click to remember settings for future meetings, then press OK. Join Skype Meeting in Skype

Open your calendar tab in the Skype client.

To join an adhoc/ on the fly Skype meeting, click “Meet Now”.

All outlook appointments or reminders (non-Skype meetings) will appear in gray.

All Skype for Business meetings will appear in Blue with a Join Button. • Double click to join the Skype meeting • Right click and choose the join button • Or, simply click the Join button Join Skype Meeting - Outlook

Open your Outlook calendar inside of Outlook.

Right click on the Skype meeting and a drop down menu will appear.

Choose the “Join Skype Meeting” option. Join Skype Meeting – Reminder

Outlook will send you notifications 15 minutes and 5 minutes before a meeting. This notification will indicate if your meeting is a Skype meeting.

To join a meeting, highlight the meeting.

Click on the “Join Online” button on the bottom of the notification window. Once click it will automatically connect your call to the meeting and place your phone on mute. Skype for Business Meetings Window Pick a layout – Speaker or Call Quality Call Compact view Meter Duration

Click to show attendee names

Participant is joined but on mute

Manage participants on the fly

Invite additional Start your Your Mute Share Hang Up – … Click for people video button content end audio More Options Managing Meetings

You can manage meeting participants and meeting settings on the fly.

Click “Participant Actions” to change settings for everyone in the meeting. Managing Meetings

You can manage individual participants on the fly including options to mute or promote participants as presenters or attendees

Right click on participant to manually change settings Skype for Business Meetings Window

During the Skype meeting, Skype recording captures audio, video, instant messaging (IM), application sharing, PowerPoint presentations, and whiteboard.

Click More Options in the meeting, and then click Start Recording:

• Use the controls at the bottom of the meeting room to pause, resume, or stop the recording.

• After the recording is stopped, Skype automatically saves it in a format that plays in Windows Media Player.

• Click Manage Recordings on the More Options menu and highlight the recording to play, rename or delete.

• Click Browse to go to the location the recording and make a copy of the file to post on a shared location for others to view. Presentations and More…

Click to Share your Desktop, Share a Window or Share a PowerPoint file Click to Add Attachment for Attendees

Click to Share OneNote page notes or access One Note

Click More… to start Whiteboard, Poll and Q&A

NOTE: It is better experience for your viewers to upload a Click to Present PowerPoint file rather than share the PowerPoint Program through a window. Live Training Exercise

• Create a Skype meeting in Outlook • Add another pilot member to your invite • Adjust Meeting Options to make the other party an attendee • Join your Skype meeting • Share your desktop • Promote the Attendee to be a Presenter • Have the other party share their desktop Questions? Skype Boss Admin – Shared Line Appearance

The Shared Line Appearance : • Enables you to manage phones on your network and see when there is an answered call, when a call is on hold, or when a call has ended on a boss or delegate line.

• A boss can assign delegates and manage calls on the delegate’s line. Delegates can place, answer, hold, or transfer calls on behalf of the boss’s line. Microsoft refers to this feature as Boss-Admin. Skype Boss Admin – Shared Line Appearance

Assigning Delegates: • You can assign up to 25 delegates to your line using your Skype client; however, you cannot assign yourself as a delegate to a boss’s line

• As a delegate, you can be assigned to multiple bosses’ lines depending on the number of line keys available on your phone’s home screen.

• If all available line keys have been assigned to boss contacts, additional contacts are not shown on your phone’s screen. For example, Bob can be a delegate for Alice, Anna, Ken, and Jim, because he has four line keys available on his phone. Note that a single line cannot be a boss and a delegate.

NOTE: Delegates have to be using the Skype for Business client.

• If a Boss is trying to add someone from another office as an additional delegate but that office isn’t enabled yet for the boss/admin feature, they wouldn’t be able to add that person. The “Add” button would be grayed out for that individual. • Since DMU is rolling out Skype in a staggered manner, it’s possible that the Boss/Admin pair won’t be migrated to Skype at the same time. Skype Boss Admin – Assign Delegates

In your Skype client, click the gear icon to open your setting options

Under the Call Forwarding tab, Select the Simultaneously Ring > My Delegates, as shown

In the Call Forwarding - Delegates dialog, click Add to add contacts as delegates for your calls, as shown next.

In the Choose a Delegate dialog, select the contact you want to add as a delegate and click Ok Skype Boss Admin – Assign Delegates

The contacts you add as delegates display in the Call Forwarding – Delegates dialog, section.

•Simultaneously Ring > My Delegates, is enabled for all assigned delegates. If the boss’s line receives an incoming call, both the boss and delegate’s phones ring. You can choose to change when your delegates’ phones ring in the Call Forwarding – Delegates dialog.

•When you assign delegates, your phone displays a notification that you have added a contact as a delegate, and a scrolling message “Simultaneous Ringing is Activated” displays in the status bar. Skype Boss Admin – Assign Delegates

Your delegates are automatically added to the Delegates group on your phone and in the Skype client. This figure displays the Delegates group in the Skype client. Skype Boss Admin – Edit Delegates

In the Skype client, under Settings > Call Forwarding, select Edit my delegate members. As shown in the figure above. You can do one of the following: • Select Add to add additional delegates. • Select a delegate and click Remove to delete the delegate from the group. Delegates removed from the Delegates group can no longer monitor call activity on a boss’s line Skype Boss Admin – Delegate Notification

When you are added as a delegate, a notification displays on your phone and in the Skype client. Skype Boss Admin – Setting Up Skype Meetings

Delegates can set up a Skype meeting on behalf of a boss using Outlook.

Setting up a Skype for Business Meeting on behalf of someone else, for example a manager or boss, is similar to setting up one for yourself.

• You must be using the Outlook desktop application • The person you’re scheduling the meeting for needs to add you as a delegate for both Outlook Calendar and Skype for Business. • Then you can set up Skype for Business Meetings, start Skype for Business Meetings, and start conference calls on behalf of that person. Skype Boss Admin – Setting Up Skype Meetings

Setting up a delegate in Outlook.

These steps must be done by the person who is giving delegate access

• In Outlook, click File • Then click Account Settings • And then Delegated Access Skype Boss Admin – Setting Up Skype Meetings

Setting up a delegate in Outlook.

Clicking the “Delegated Access” icon will open up the delegates window.

• Click the add button to open a list of contacts that you can choose from. • Then search for the contact in the search field • Double click the contacts name to add them to the list or click the add button. Then click “OK” when you are done • Assign the Editor rights for your delegates. Skype Boss Admin – Setting Up Skype Meetings

You Outlook delegates will now appear in this section.

• Edit the permissions of your delegates here.

• You can choose where to send Outlook meeting requests

• Click ok when you are done Skype Boss Admin – Schedule Meetings for Boss

As a delegate, you can access the calendar of the person you’re a delegate for and set up a Skype for Business meeting just like any other meeting. To schedule a Skype for Business meeting on behalf of someone you’re a delegate for, simply follow the steps below

• 1. Open the file tab in Outlook

• 2. Click on the Open &Export tab and choose “Other Users Folder” Skype Boss Admin – Schedule Meetings for Boss

• 3. Type in the name of your Boss/ Admin in the text field. If you need a directory of contacts, click on the “Name” button. Choose Calendar as a folder type and click “ok”.

• 4. Your Boss/ Admin’s calendar will now be added as a Shared Calendar inside of your Outlook calendars view. Skype Boss Admin – Schedule Meetings for Boss

5. Your Boss/Admin’s calendar view will now display next to your personal calendar. • Double click on a date and time entry of your Boss/ Admin’s calendar in order to schedule a Skype meeting. A new email compose window will open

6. Click on the “Appointment” tab on the top of the email compose window and double click the “Skype Meeting” . Fill in the “To” field and enter the meeting date and time information. Skype Boss Admin – Join Skype Meeting

To join a Boss/ Admin Skype meeting on behalf of a Boss/ Admin, right click on the appointment entry inside the calendar view. Click on the “Join Skype Meeting” button.

Note: As a delegate, you can also start an impromptu meeting on behalf of a Boss/ Admin, by using the Meet Now feature.

• Click on the Options Menu drop down arrow in your Skype client (not the gear icon) • Choose the individual that you would like to initiate the meeting on behalf of. (This option will only appear if you are a delegate on behalf of someone. Questions?