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About Information Services
Department of Information ServicesThe purpose of Information Services is to help meet the information-related needs of City departments and the citizens they serve. Our team will accomplish this through creativity, diligence and effective communication. Information Services provides technical and information support in the following areas:
For assistance regarding any of the services above, you may
complete an
Information Services StaffJim Deanda, Director
Telephone Troubleshooting Tips
ShoreTel Quick Reference Guide Troubleshooting tips apply to telephone handsets and systems located in the following facilities: City Hall, Police Department, Community Center, Civic Center, and Public Works. Accessing your voice mail from another location. The volume control button for your ShoreTel phone is
located in the first column to the right of the handset.
It has a triangle to the left of the button, indicating that pressing the
top of the button increases the volume and pressing the bottom part of the
button decreases the volume. To change the ring tone volume, hit the button when the
phone is idle. Hitting the button
while you are on an active call adjusts the conversation volume. Phone extensions are handy for one City employee to call another, the new phone system has provide each of us (that has a new phone) with a direct dial number. That direct dial number lets the call bypass the operator, and lands straight at your desk. This is helpful in cases where the individual needs to deal with you directly regarding an issue. All ShoreTel users (excluding City Hall) can determine
their direct dial number by taking their extension and adding 868 to the front.
If Sammy Sevierville’s extension is 3333, then is direct dial number is
868-3333. City Hall users have to change the first number to a 0,
then add 868 to the front. Cindy
City Hall’s extension is 6333, so her direct dial number is 868-0333. Finding the Time/Date Stamp on Voicemails As with many of the phone’s features, there are two ways to
check your voicemail – via the handset or computer software. For those using the ShoreTel Call Manager, the voicemail
page can be accessed either through the top tool bar, or the tabs on the bottom
of the screen. At the top/left of
the screen, there is a tool bar option titled “windows”.
Clicking on it will give you a drop down menu of choices, including
history, voicemail, directory, and speed dial.
Click to select the window you would like to see.
In this case “voicemail”. At the very bottom of the screen on the left, there are
tabs of the same choices. Clicking
on the appropriate tab will take you to the desire screen. Once you’ve navigated to the voicemail screen, finding the
date and time of a specific voicemail is as simple as looking at the “received”
column to the right of caller name and phone number. When listening to voicemails via the ShoreTel handset, at
the end of the message a list of choices is given.
Option 6 “envelope information” will provide the date and time that the
voicemail was left. To personalize (or change) your voicemail greeting, place
your phone in the call handling mode for which you wish to record a greeting.
Using the menu pad on your phone, press “voicemail” then enter your password to
reach the ShoreTel voicemail main menu. Choose option 7 to change mailbox options, then option 1 to
record a greeting. After recording, press 1 to review the message, 2 to
re-record, 3 to delete the message or * to cancel. Pressing * will return you back to the mailbox options
menu. Press 2 to change the call handling mode then start the process over
to record your greeting for the new mode. The voice mail system allows you to record specific
greetings for the following modes: standard, in a meeting, out of the office,
and extended absence.
All city users
are currently using the new phone system, excluding the Fire Department and Golf
Maintenance. There is no longer a need to call another department/building
using their 7 digit telephone number. Instead, use their 4 digit
extension.
Both the phone,
and the ShoreTel software have directory lookups if you do not know the person’s
extension. On the phone, press the “directory” button, then spell the
user’s first name. Use the arrow button to navigate to the appropriate
name (if there are still several selected). Press the button under the
word “dial” on your display (the first button on the left).
Using the
ShoreTel software, there is a yellow phone with a magnifying glass. When
you type in the user’s name, a drop down menu of names will appear. Double
clicking the name of the person you wish to call, will automatically place the
call. Pick up the hand set if you don’t want your nosey neighbor to
overhear your conversation. Accessing your voice mail from another location.
Different options for
transferring calls.
1.
While on an active call, call
details and an icon tool bar appear in the top portion of the ShoreTel Call
Manager software. To transfer a call, click on the icon of the phone with
an arrow pointing right (while hovering over the icon, the word “transfer” will
pop up).
2.
A new window will appear. Beside
the hour glass, type in the name or the phone number of the person you would
like to transfer a call too.
3.
To
transfer without announcing the call,
double click on the person’s name from the dropdown menu. (Single clicking and
then clicking the “transfer” button will also achieve the desired result.) Please note, the call will be active until you click on
the ‘transfer’, ‘consult’ or ‘to mailbox’ button. Clicking the transfer
icon (phone receiver w/arrow pointing right) will not place the caller on hold. On the Shoretel phone, there are three buttons to the right of the display panel. While on an active call, pressing the 3rd button down (that says “Recor” to the left) will record the conversation. While recording, the icon to the left of the button will be a phone receiver with a blinking dot beside it. When you terminate the call, the recording will appear in your voicemail box. Please contact the Department of Information Services if you do not have a record button on your phone and would like one.
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Computer Troubleshooting TipsYour Computer is Slow There are several common reasons that computers operate slower than usual.
If you are having problems connecting to a server, getting online or getting email, please take the following steps:
Junk email is a fact of life in this day and age. People that generate the junk email have gotten very crafty at avoiding filters. Since it is hard to determine what is junk email and what is legitimate email, we let it all come through. There is nothing we can do about this. Email viruses are cleaned on the server and passed on to your inbox. You can just delete any email that appears to be junk email. We realize that a lot of this comes through. Just delete it and don't worry about email viruses. Since we are able to trap viruses on the server, we know you received an email virus and you do not need to notify us. Unless, of course, your virus software is telling you that it has found a virus. Virus software is installed on all city computers. In the lower right corner of your screen, on the menu bar, you should notice a blue circle with the heart-beat looking line through it. If you put your cursor over the circle, the version number will appear. The software is updated continuously throughout the day. You don't have to do anything. If you are getting virus warnings, or suspect a virus on your computer, please contact IS.
Order Business CardsTo order business cards, fill out the form below and give to Brooke Fradd at City Hall. Call Brooke at 453-5504 if you have questions.
Business Card Order Form: Word
Municipal Complex Electronic Message Board RequestClick here for a printable version of our request form.
The Citizen Newsletter IdeaDo you have an idea for the next issue of The Citizen? Share your thoughts with us. We appreciate any input. Email Kelly Stahlke.
IS Work OrderTo request assistance form IS, please click on the Work Order from below, print it on your printer, complete the form and send it via City mail to IS at City Hall. IS Work
Order: Word You may also send an email to IS with your request or call IS at City Hall, 453-5504. |
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Created and Maintained by the Department of Information Services.
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