The Avaya 9611 and You!

Academic Learning Commons Phone policy & Procedures

At-a-Glance

When the phone rings:

1. Identify the incoming line.

2. Lift the handset.

3. Greet the caller.

4. Place the call on hold.

5. Retrieve the call on hold.

6. Transfer the call.

7. Important Extensions. 

8. Place the handset back on the phone (end the call)

For more complete and detailed information, visit: Avaya 9608/9611G – IT Connect (uw.edu)

Policy

Identifying Incoming Call Lines:

The [PROMPT LINE] (right side of display) will flash indicating the incoming call line.

• Academic Success Coach (ASC) 23786

• Quantitative Skills Center (QSC) 23170

• Writing and Communication Center (WaCC) 25253

Greeting:

Lift the handset and clearly speak (with a smile on your face) something like this. You choose the words, but please include the following information:

Thank you for calling the [Center Name]. This is [Name]. How can I help?

Placing callers on hold:

If you need to put the phone down, or ask a question, please place the call on hold.  Do not put the phone down on the desk, cover the handset with your palm, or hold it to your person. 

Definition: Prompt Line

The Prompt Line will display available lines and prompts to help you navigate through extra features on your telephone. See Diagram.

Definition: Softkey

Softkeys are intelligent keys below the display that change function based on available actions, lines on hold, and incoming calls. See Diagram.

Procedure

Placing a Call

You may place a call using the following ways:

1. Lift the handset and dial the number.

2. Press the SPEAKER button and dial the number.

For more complete and detailed information, visit: Avaya 9608/9611G – IT Connect (uw.edu)  

Calling a Campus Phone

You can dial a number on University of Washington campuses by dialing their 5-digit extension number or full 10-digit phone number, without the need to first dialing “9”.  

For example, to dial a campus extension, you can either dial the full 10-digit number (425) 352-5253 or just the extension number: 25253

This table outlines the local phone number area-codes and prefixes, and their matching extensions.

Local number Campus Ext. ampus dialing

206-221-xxxx UW Seattle 1xxxx Dial as 206-221-xxxx or 1xxxx

425-352-xxxx UW Bothell 2xxxx Dial as 425-352-xxxx or 2xxxx

253-692-xxxx UW Tacoma 2xxxx Dial as 253-692-xxxx or 2xxxx

Calling a Local or Long-Distance Number

You can make local or long-distance calls from a campus phone. UW Phone service supports dialing 10-digit and 11-digit numbers. To reach any local or long-distance number, including toll-free numbers, dial “9” plus the number.

To dial an off-campus phone number:

Press [9].

Dial the 10- or 11-digit phone number.

Emergency Calling

To make an emergency call, dial 911. (UW-IT provided phones also support dialing 9-911. Both methods connect to the same emergency services.)

Non-Emergency Number for Bothell Campus Safety Office: 425-352-5359.

Answering a Call

When an incoming call rings to your extension, the Bell icon will appear on the top line of your display. The call information will display on the ringing line appearance:

1. Lift the handset.

2. To use the speakerphone, press the speaker button.

Placing a Call on Hold

Press the [Hold] Softkey on the bottom of the display (The green light next to the line button flashes and the hold icon appears on the display).

Retrieving a Call on Hold

Press the Resume Softkey. 

Transferring a Call

1. During a call, press the Transfer softkey on the bottom of the display (the call is automatically on hold and another line is activated).

2. Dial the number or extension to which you want to transfer the call. Ex. 2-5253 (WaCC).

3. Press the Complete softkey on the bottom of the display.

4. To stop the transfer and return to the caller, press the or press the line holding the original call.

Important Extensions (hyperlinks TBD)

• MAIN UW Bothell 425-352-5000

• Academic Success Coach 425-352-3786

• Campus Safety Non-Emergency 425-352-5359

• Career Services 452-352-3706

• Counseling Center 425-352-3183

• Disability Resources 425-352-5307

• Diversity Center 425-352-5030

• Financial Aid Office 425-352-5240

• FYPP Advising 425-352-3427

• Information Technologies 425-352-3456

• International Student Services 425-352-3876

• Library 425-352-5340 

• Quantitative Skills Center 425-352-3170

• Writing and Comm. Center 425-352-5253

• Cinthya Vieyra 425-352-3786

• Erik Echols 425-352-5254

• Laura Hollingsworth 425-352-5417

• Emergency 911

Voicemail Notification

If there is a voicemail waiting, both the Message Waiting Indicator light and the Get Messages light will be lit red.

Accessing the Mailbox for Voicemail

1. Press the Get Messages button or dial [79898].

2. Enter the security code (QSC 030030; WaCC 124124)

3. The system will announce the number of messages you have received.

Reviewing Messages

Access voicemail by phone following the Accessing the Mailbox for Voicemail instructions.

Press [1][1] to listen to a new message.

Press [1][5] to listen to saved messages.

Press [3][3] to Skip to the end of a message while listening to a message.

After reviewing a message, you have the following options:

• Press [#] to skip to the next message.

• Press [4] to replay this message.

• Press [5] to hear the sender and send time of this message.

• Press [6] to forward a copy of this message.

• Press [7] to delete this message.

• Press [8] to reply to the sender.

• Press [9] to save this message.

Changing Your Greeting

Access voicemail by phone following the Accessing Your Voicemail instructions.

• Press [4][1][3][2].

• Record your new personal greeting.

• Press [5] to store the new greeting.

• Press [6] to re-play the new greeting.

• Press [7] to re-record

Personalize Line Labels

• Press the [HOME] key.

• Using the directional buttons, scroll to Options & Settings, press [OK].

• Scroll to Application Settings and press [OK].

• Scroll to Personalize Labels and press [OK].

• Select the line you’d like to personalize with either the directional keys, or the line chooser on the right.

Using the softkeys and the keypad, type the new label.

• Select [MORE] for numbers, symbols, and capitalization.

• When finished, press the [SAVE] softkey to save the entry. 

• Select another line to personalize or click the [PHONE] button to return to the home screen.

Avaya 9611 Diagram