**Index:**

[![](media/image1.png){width="0.78125in"
height="0.6458333333333334in"}](#what-is-voip)What is VoIP? 2

[What is a desktop VoIP phone? 2](#what-is-a-desktop-voip-phone)

[How do I dial a number? 2](#how-do-i-dial-a-number)

[How do I access voicemail? 2](#how-do-i-access-voicemail)

[How do I know what my voicemail password is?
3](#how-do-i-know-what-my-voicemail-password-is)

[Does 411 \"information\" work? 3](#does-411-information-work)

[Does 0 \"operator assistance\" work?
3](#does-0-operator-assistance-work)

[How does 911 \"emergency assistance\" work?
3](#how-does-911-emergency-assistance-work)

[What if I call 911 by mistake? 4](#what-if-i-call-911-by-mistake)

[How do I forward calls to another number?
4](#how-do-i-forward-calls-to-another-number)

[Why can't I find someone's name/number in the directory?
4](#why-cant-i-find-someones-namenumber-in-the-directory)

[Can I prevent the people I call from seeing my phone number?
4](#can-i-prevent-the-people-i-call-from-seeing-my-phone-number)

[Can I change the background on my phone?
5](#can-i-change-the-background-on-my-phone)

[Can I have a blank screen as a background?
5](#can-i-have-a-blank-screen-as-a-background)

[Can I import my graphic file to use as the background on the phone's
display?
5](#can-i-import-my-graphic-file-to-use-as-the-background-on-the-phones-display)

[Can I change the ring tones? 5](#can-i-change-the-ring-tones)

[What are those odd icons on the top left corner of the screen next to
the date and time?
5](#what-are-those-odd-icons-on-the-top-left-corner-of-the-screen-next-to-the-date-and-time)

[Why am I seeing a spinning wheel and the text \"Updating CTL\" or
\"Registering?"
6](#why-am-i-seeing-a-spinning-wheel-and-the-text-updating-ctl-or-registering)

[If data servers have an outage, will phone service be interrupted?
6](#if-data-servers-have-an-outage-will-phone-service-be-interrupted)

[What happens if my computer crashes or if I take my laptop on travel?
6](#what-happens-if-my-computer-crashes-or-if-i-take-my-laptop-on-travel)

[Are the desktop VoIP phones affected by heavy traffic?
6](#are-the-desktop-voip-phones-affected-by-heavy-traffic)

[How do I clean the display on my phone?
6](#how-do-i-clean-the-display-on-my-phone)

[What happens to my phone when I have an office move?
7](#what-happens-to-my-phone-when-i-have-an-office-move)

[What is Cisco CallManager? 7](#what-is-cisco-callmanager)

[How do I know what my Cisco CallManager password is?
7](#how-do-i-know-what-my-cisco-callmanager-password-is)

[How do I access advanced features?
7](#how-do-i-access-advanced-features)

[I have a *two* passwords and a PIN too?
8](#i-have-a-two-passwords-and-a-pin-too)

[What if I forget one of my passwords or my PIN?
8](#what-if-i-forget-one-of-my-passwords-or-my-pin)

[Where can I go to learn more? 8](#where-can-i-go-to-learn-more)

[Is training available? 8](#__RefHeading___Toc209940397)

[What should I do if something is not working correctly?
8](#what-should-i-do-if-something-is-not-working-correctly)

# What is VoIP?

The phone system at NASA Headquarters uses an advanced technology called
Voice over Internet Protocol (VoIP). VoIP utilizes a broadband Internet
connection instead of a regular (analog or ISDN) phone line to transfer
data between two parties, allowing HQ to realize cost savings and system
efficiencies while offering advanced features to users.

# What is a desktop VoIP phone?

In many ways, your desktop VoIP phone operates like any other phone, but
it is more sophisticated, and it is connected to the HQ computer
network. You can access the advanced features in two ways: directly from
your desktop VoIP phone or by visiting the [Cisco CallManager Web
site](http://www.hq.nasa.gov/itcd/voip/index.html#cisco).

# How do I dial a number?

Just as you would with an ordinary phone; begin by either picking up the
headset or pressing the "speaker" button in the bottom right corner of
your phone. To call someone inside HQ, dial the extension (i.e., the
last four digits: 1234) or the full seven digits of their phone number
(i.e., 358-1234). To call someone outside of Headquarters, dial 9, the
area code (if required), and then the phone number.

# How do I access voicemail?

-   [From your desktop VoIP phone]{.underline}, press the button with
    the envelope icon (labeled "messages" on the phone). You will be
    prompted to enter your password.

-   [From another desktop VoIP phone,]{.underline} press the button with
    the envelope icon (labeled "messages") and press the "\*" key when
    prompted to enter your password. You will then be prompted to enter
    your ID; enter the last four digits of your phone number and press
    the "#" key. You will then be prompted to enter your password.

-   [From a phone within the 202 area code,]{.underline} dial "358-4786"
    ("358-HQVM"). When the automated voice answers, press the "\*" key.
    You will then be prompted to enter your ID; enter the last four
    digits of your phone number and press the "#" key. You will then be
    prompted to enter your password.

-   [From a metropolitan DC phone outside the 202 area
    code,]{.underline} dial "202-358-4786" ("202-358-HQVM"). When the
    automated voice answers, press the "\*" key. You will then be
    prompted to enter your ID; enter the last four digits of your phone
    number and press the "#" key. You will then be prompted to enter
    your password.

-   [From a phone outside the metropolitan DC area]{.underline}, dial
    "1-866-358-4786" ("1-866-358-HQVM"). When the automated voice
    answers, press the "\*" key. You will then be prompted to enter your
    ID; enter the last four digits of your phone number and press the
    "#" key. You will then be prompted to enter your password.

# How do I know what my voicemail password is?

As a new VoIP phone user, you should have received a "new phone packet"
with instructions on how to set up your voicemail and a generic,
one-time use, initial password. You are required to change your password
upon the initial login. If you have forgotten your voicemail password,
contact the IT Help Desk at 358-HELP (4357) or 1-866-4NASAHQ (462-7247).
Do not send an e-mail requesting service, as this is not sufficient to
verify your identity. For more information on voicemail, visit the
[Voicemail Frequently Asked
Questions](http://www.hq.nasa.gov/itcd/voip/faq_voip_voicemail.doc).

# Does 411 \"information\" work?

Yes. You must dial 9 to get an outside line and then 411.

# Does 0 \"operator assistance\" work?

No. Operator assistance is not available.

# How does 911 \"emergency assistance\" work?

You can reach emergency assistance by dialing 911 or 9 and then 911.
Calls will go directly to the local Public Safety Answering Point (PSAP)
and will advertise the street address of the building in which you are
located.

After you call "911" you should also call (if you are physically
capable) the HQ emergency number and alert them as to your situation and
where in the building you are located. There is a red "Emergency" button
on your phone for this purpose. Or you can dial x1616.

# What if I call 911 by mistake? 

Do not hang up! Let them know you dialed by mistake. Otherwise, a
"hangup" will be interpreted as a distress call, and Headquarters
Security will be alerted. Security will call HQ IT Operations to
determine the extension from which the call was placed and investigate
further.

# How do I forward calls to another number?

There are two ways you can forward incoming calls:

-   [Directly from your desktop VoIP phone]{.underline}: Press CFwdALL
    or Forward All and enter a destination phone number. When calls are
    successfully forwarded, you will see a different icon (a phone with
    an arrow above it) next to your phone number. This symbol is very
    subtle, so you may wish to remind yourself that calls are forwarded
    by placing a post-it note on your phone. To turn call forwarding
    off, again press CFwdALL or Forward All.

-   [Using the Cisco CallManager Web site]{.underline}: You can initiate
    call forwarding when you are out of the office by logging in to the
    [Cisco CallManager Web
    site](http://www.hq.nasa.gov/itcd/voip/index.html#cisco). (See also
    "What is Cisco CallManager")

Regardless of the method you use or where you are when you set up call
forwarding, enter the destination phone number *as if you were dialing
from within Headquarters*. Do [not]{.underline} enter dashes, parens or
spaces. Specifically:

-   You must include \"9\" to get an outside line. *Example*: 95551234

-   You must also include \"1\" if the number is long distance.
    *Example*: 913015551234

-   Calls forwarded to locations *within* HQ require only the four-digit
    extension. *Example*: 1234

# Why can't I find someone's name/number in the directory?

Only users who have a desktop VoIP phone will appear in the directory.

# Can I prevent the people I call from seeing my phone number?

Caller ID / extension information is sent to inside extensions and this
cannot be disabled. Currently the full 10 digit number is displayed on
Caller ID.

# Can I change the background on my phone?

Yes. There is a collection of backgrounds you can choose from. Select
\"Settings \> User Preferences \> Background Images\" to select the
image you want.

# Can I have a blank screen as a background? 

Yes. If you wish, you can select a "blank" background along with several
other single color screens as your display background rather than any of
the stock graphics. These options will continually be added and updated.

# Can I import my graphic file to use as the background on the phone's display?

**\
**No, not at this time. However, this will be available in the future as
part of the enhancements provided by the upgrade of the operating
system.

# Can I change the ring tones?

**\
**Yes. Select \"Settings \> User Preferences \> Rings\" to set the ring
tone. You can set a default ring tone for all numbers on the phone and
an individual ring tone for each line on the phone (most phones only
have a single line).

# What are those odd icons on the top left corner of the screen next to the date and time?

**\
**You may see these icons if your phone is "multi-tasking," for example,
if you press one of the action buttons (i.e., messages, directories,
settings, services) and do not exit completely before doing something
else (i.e., receive a call). This is similar to a minimized window. To
remove the icon, press it (the phone screens are touch screens) and it
will expand. Then complete the activity or press \"Exit\" to close the
window.

# Why am I seeing a spinning wheel and the text \"Updating CTL\" or \"Registering?"

These messages are sometimes displayed while your phone is being reset.
It does not indicate a problem, and you do not need to do anything in
response. Your phone is a computer and some configuration changes
require it to be reset. This process usually takes a few seconds and
should not happen frequently. If this does occur frequently, you should
contact the IT Help Desk at (202) 358-HELP (4357).

# If data servers have an outage, will phone service be interrupted?

The VoIP phone servers are independent of the data file servers. To
provide uninterrupted service, they have their own set of multiple
redundant servers. In the event of a power outage, the servers at
Headquarters are on the building's Uninterruptable Power Supply (UPS)
system.

# What happens if my computer crashes or if I take my laptop on travel?

Your desktop VoIP phone will continue to function normally. Your desktop
VoIP phone is independent of your desktop computer and/or laptop. The
phone does not use your workstation for any purpose.

# Are the desktop VoIP phones affected by heavy traffic?

No. The VoIP network has its own dedicated bandwidth, and does not share
any throughput resources with the data network. The VoIP servers have
nothing to do with the data servers.

# How do I clean the display on my phone?

Press and hold the \"Touch Screen Enable/Disable\" button, located on
the right side, below the touch screen. Press and hold this button until
the button itself begins to flash, signaling that the touch screen has
been temporarily disabled. Then, use a dry, non-abrasive cloth to wipe
the display. To re-enable the display, press and hold the button again
until the light goes out.

You should [NOT]{.underline} use any liquid cleaning solution on your
phone screen. If a dry non-abrasive cloth will not remove the
fingerprints or grime on the screen, call the IT Help Desk at 358-HELP
(4357) and request a phone technician come to your desk. They will clean
your phone with special chemicals that will not harm the display screen.

# What happens to my phone when I have an office move?

Your desktop VoIP phone will move with you to your new office.

# What is Cisco CallManager?

[Cisco CallManager](http://www.hq.nasa.gov/itcd/voip/index.html#cisco)
is a VoIP phone customization Web site that allows you to access
advanced features, forward your calls to another location, or access
your VoIP phone user guide.

# How do I know what my Cisco CallManager password is?

As a new VoIP phone user, you should have received a "new phone packet"
with instructions on how to access the Cisco CallManager Web site to
customize your desktop VoIP phone. This included a generic, one-time
use, initial password. You are required to change your password upon
your initial login. If you have forgotten your Cisco CallManager
password, contact the IT Help Desk at 358-HELP (4357) or 1-866-4NASAHQ
(462-7247). Do not send an e-mail requesting service, as this is not
sufficient to verify your identity.

# How do I access advanced features?

The VoIP system allows you to access advanced features, such as Personal
Address Book and Personal Fast Dials, in two ways:

-   [Directly from your desktop VoIP phone]{.underline}: Press the
    button above the word "Services." Use the arrow keys to select "Log
    On.. Dial the numerals that correspond to your username, followed by
    your 4-digit PIN. Unless you have changed the PIN to personalize it,
    the default PIN for this address book is **411.** If you choose not
    to log off at night, you will remain logged in unless your phone is
    unplugged or reset due to maintenance work.

-   [Using the Cisco CallManager Web site]{.underline}: Visit the [VoIP
    Phone System Web page](http://www.hq.nasa.gov/itcd/voip), then click
    the box entitled "[Log in to Cisco
    CallManager](http://www.hq.nasa.gov/itcd/voip/index.html#cisco)."

# I have a *two* passwords and a PIN too?

Yes, that's right. The VoIP system allows you to access advanced
features in two ways: directly from the desktop VoIP phone itself *and*
from the Cisco CallManager Web site. Some security precautions are
necessary in both cases.

-   [Voicemail Password]{.underline}: The password you will undoubtedly
    use the most is your voicemail password, which you dial directly
    into your phone when prompted to do so.

-   [Desktop VoIP Phone PIN]{.underline}: You also have a PIN which is
    part of the login sequence required to access advanced features
    directly from your desktop VoIP phone. (See also "How do I access
    advanced features?")

-   [CallManager Password]{.underline}: A separate password is required
    to use the Cisco CallManger Web site to access and manage advanced
    functions online.

# What if I forget one of my passwords or my PIN?

Contact the IT Help Desk at 358-HELP (4357) or1-866-4NASAHQ (462-7247).
Do not send an e-mail requesting service, as this is not sufficient to
verify your identity.

# Where can I go to learn more?

A wide variety of documentation about your desktop VoIP phone and the
voicemail system is posted on the [VoIP Phone System Web
page](http://www.hq.nasa.gov/itcd/voip).

# Is training available?

Yes. VoIP classroom training is available upon request. Individual desk
side assistance is also available by appointment. Contact the Computer
Training Center at <ctc@hq.nasa.gov> or 202-358-1111 to make
arrangements.

# What should I do if something is not working correctly?

Contact the IT Help Desk at 358-HELP (4357), 1-866-4NASAHQ (462-7247),
or send an e-mail to <service@hq.nasa.gov>.