FAQ

We are committed to getting you answers to your questions. We will post questions here and if we don't yet have the answer, we'll find out.

Question: When are we getting documentation?

Answer: Much of the phone documentation will be covered - and regularly updated - on this site.

Question: If I have a phone can I use it to call other locations?

Answer: Yes. There is no problem doing this. All branch locations have phones that work and you can call any ACPL location or extension. If you call on a new phone, the new phone will ring at the extension called. The two systems are not combined.

Also, you can now call outside the ACPL by prefixing the phone number with "9", as on the old system. Calls to the librray from outside will still go to the old phones until cut over. Feel free to play with dialing outside lines, but to conduct library business, please use your old phone until cut over.

Question: When are we going to get training?

Answer: We are planning to have voice mail training, as voice mail was not functional during the first round of training. There is now UPDATED voice mail documentation on this site.

Question: How will branch staff call in before hours?

Answer: Call the main library general number and during the automated greeting prompt, enter the extension your branch manager has designated.

Question: Will everyone have voice mail?

Answer: Sara sent out an email to All Staff with a list of staff who are scheduled to come up on the new phone system with voice mail. If there additional staff members who need voice mail, please have the agency manager contact Sara with the names of these people and on which extension you would like the voice mail message indicator to appear. Work to add these additional voice mail boxes will begin sometime after the new main library opens.

Question: Will everyone have voice mail. I didn't see my name listed in the Phone Book during training. I thought everyone would have voice mail.

Answer: See above for voice mail answer. We are not yet sure if all people with voice mail will appear in the phone book (such as those who share an extension). The Phone Book is incomplete, and in some cases, incorrect. We are working with the phone vendor to get everything corrected. If you notice errors with a listing, please let us know.

Question: If the Internet goes down, does this mean the phones do too?

Answer: If the data connection between your location and the data center goes down, the new phones will not work. The red (emergency) phones will still be functional.

Question: I realize my work space is limited and you had to put the phone in a different area to test. Will someone from ITS be by to relocate my phone once we change over to the new system? I may need a longer cable than what is already being used.

Answer: We should be able to provide a longer cable for your phone, depending on the location and setup. Getting everyone trained and the system up and running are our top priorities right now. After cutting over to the new system, call or email the help desk and put in your request.

Question: When will we have voicemail and the other bells and whistles working?

Answer: The phone vendor is finalizing the phone system now - we will have all the features running ASAP.

Question: Will we have the ability to change the ringer to something other than what is already available?

Answer: To adjust the Ringer Pitch while the phone is idle:

1. While the phone is hung up and you are not on the line, Press 'Superkey' button option on the 'home page'.

You will get an option (usually for 'Phone Book?' or 'Agent Login?') that appears on the screen.

2. Press the No softkey through each question until "Ringer Adjust?" appears.

3. Press "Ring Adjust".

4. Press "Ringer Pitch".

5. Press the Up or Down buttons (top right of your phone) to hear all of your options.

(It will go through them all, but at the end it will not cycle to the beginning option, you'll have to reverse through them.)

6. Press Superkey button to save the option that is ringing.

Question: Will we still be able to pick up each other's extensions on another phone if we need to?

Answer: You should now have a new button on your 'home page' on the phone - 'Hold Pick Up' - which will allow you to pick up a hold from another line.

• To retrieve a call on hold (from the same phone), press the flashing line key

OR

• To retrieve a call on hold (from a different phone), press the Hold Pick Up button on your first page of options, then enter the extension where the call was placed on hold.

Question: Can Wi Fi phones have voice mail?

We're checking on that... We don't have any Wi Fi phones yet, so we know what they are supposed to do, but don't want to tell you anything until we can verify it.

Question: Will Mary Lou and Dena still have DID numbers?

Yes, these extensions will still be Direct Inward Dial.

Question: HOW DO I ADJUST THE VOLUME ON MY WIFI PHONE? IT SOUNDS LIKE EVERYONE I TALK TO IS SHOUTING!

While you're in a call, adjust the volume up or down using the tiny little arrow buttons on the side of your phone (but not the square button between them).