1. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Dole Fresh Vegetables Phone Training March, 2012

2. MAXIMIZING YOUR BUSINESS ADVANTAGE Agenda Phone Basics Placing Calls Phone Features and Services Online Portal Training Voicemail Q&A

3. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Phone Basics

4. MAXIMIZING YOUR BUSINESS ADVANTAGE Know Your Phone 1 – Message Waiting Light 2 – Phone Screen 3 – Programmable feature buttons 4 – Softkey buttons 5 – Transfer button 6 – Conference button 7 – Hold button 8 – Navigation bar and Select button 9 – Headset button 10 – Speakerphone button 11 – Keypad 12 – Mute button 13 – Volume button 14 – Messages button 15 – Applications button 16 – Directory button 17 – Handset

5. MAXIMIZING YOUR BUSINESS ADVANTAGE ButtonFunctionDescription Programmable Feature buttonsPhone line Speed dial line Do Not Disturb Soft Key buttonChanges based on state of call. Redial, New Call CfwdAll, Dial, Select Navigation bar and Select Button Navigation bar allows you to scroll through menus and highlight. Select (middle of the navigation bar) allows you to select a highlighted item Understanding Phone Features

6. MAXIMIZING YOUR BUSINESS ADVANTAGE Understanding Phone Features ButtonFunctionDescription Applications button Access call history, user preferences, and phone settings Contacts button Access Directories. Personal and corporate Directories Messages button Access to Voicemail

7. MAXIMIZING YOUR BUSINESS ADVANTAGE Understanding Phone Features ButtonFunctionDescription Transfer button Transfers a call Conference button Creates a conference call Hold buttonPlaces an active call on hold

8. MAXIMIZING YOUR BUSINESS ADVANTAGE Soft Keys Soft Keys allow user to access additional phone features. Available keys will vary depending on if you are on an active call or the phone is idle. Frequently Used Keys Redial New Call CFwdALL (Call Forward) End Call Resume Join Save Exit

9. MAXIMIZING YOUR BUSINESS ADVANTAGE Volume Adjustment With phone on hook, the VOLUME button increases or decreases the ringer volume With receiver off hook, the VOLUME button adjusts audio volume Press the up or down VOLUME button With the Speaker off hook, the VOLUME button adjusts the speaker audio volume. The VOLUME button adjusts the volume only for the currently active voice receiver unless the adjustment is saved

10. MAXIMIZING YOUR BUSINESS ADVANTAGE Placing or Answering a Call You can place or answer a call many different ways! Lift the handset, OR Press the Headset button, or Press the NewCall soft key, or You have the option of dialing before or after going off hook Begin dialing, when finished press the Dial softkey Press the LINE button, or Press the Speaker button, or

11. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Placing Calls

12. MAXIMIZING YOUR BUSINESS ADVANTAGE Outbound Calling Phones will have different levels of outbound calling capability. Local Long Distance International If you are approved to dial internationally, you may also dial from any Dole phone. You will need to enter your authorization code after the beep.

13. MAXIMIZING YOUR BUSINESS ADVANTAGE DFV Calling Dial the 6-digit extension of the person you would like to reach 114255 ** Your extension is the a “1” followed by the last 5 digits of your telephone number

14. MAXIMIZING YOUR BUSINESS ADVANTAGE Examples Person DID (Telephone number) Extension Monterey831.641.4401114401 Bessemer704.810.7019107019 Salinas Transplants 831.754.5311145311 Springfield937.525.4365154365

15. MAXIMIZING YOUR BUSINESS ADVANTAGE Local Calling Dial a 9, followed by the number of the person you would like to reach 9-831-357-4557

16. MAXIMIZING YOUR BUSINESS ADVANTAGE Long Distance Calling Dial a 9, followed by the national access code, then the number of the person you would like to reach 9-1-831-357-4557

17. MAXIMIZING YOUR BUSINESS ADVANTAGE International Calling Dial a 9, followed by the international exit code, the country code, then the number of the person you would like to reach 9-011-61-2-84467411

18. MAXIMIZING YOUR BUSINESS ADVANTAGE Outbound Calling – US Emergency Both 911 and 9911 will work for calling emergency services. If you accidentally call 911 a recording will play announcing a call is about to be made to 911 The recording will play in English and Spanish

19. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Features and Services

20. MAXIMIZING YOUR BUSINESS ADVANTAGE Hold Place a call on Hold Press the Hold key on your phone. You can answer other calls while a call is on hold. Resume a Call Choose the associated line button to activate the call – or – press the Resume soft key Note: Call Waiting will only have the soft key Answer

21. MAXIMIZING YOUR BUSINESS ADVANTAGE Mute and Speaker Mute a Call Mute a call by pressing the mute button (white microphone icon) Press the button again to take the call off of mute Use the Speakerphone Press speakerphone icon to activate the speaker (white speaker icon) Press the speakerphone icon again to end (disconnect) call or the EndCall soft key You may switch to handset by picking up the receiver

22. MAXIMIZING YOUR BUSINESS ADVANTAGE Transferring a Call To transfer a call to another phone: During a call, press the Transfer key Dial the number to which you want to transfer the call For a warm transfer Wait until the user answers and announce the call To complete the transfer, press the Transfer key again For a cold transfer, press the Transfer key again or hang up To transfer directly to voicemail dial * then dial the 5- digit extension then hang up On a warm transfer, if the user does not want to receive the call or is not available: Press the End Call soft key to end the current call Make sure the original call is highlighted Press the Resume soft key Now you have the original call back and can make another choice Press once to originate Press again to complete

23. MAXIMIZING YOUR BUSINESS ADVANTAGE Call Waiting By default, each line can receive up to 2 incoming calls. The second call will “beep”, Third call will go to voicemail Answering the second call automatically places the first call on hold Up to 4 calls are allowed per line Any combination of Inbound and Outbound If receiving more than 2 simultaneous incoming calls is required, submit a request to the IT Service Desk

24. MAXIMIZING YOUR BUSINESS ADVANTAGE Do Not Disturb Use the Do Not Disturb line key to toggle Call will be displayed Lights will flash Phone will not ring Press it again to turn Do Not Disturb off

25. MAXIMIZING YOUR BUSINESS ADVANTAGE Divert Divert allows you to send a call directly to your voicemail greeting. When a call is ringing in, press the Divert key to send the call directly to your voicemail greeting Divert can be used with Call Waiting Divert can also be used when on a call as well

26. MAXIMIZING YOUR BUSINESS ADVANTAGE Ad Hoc Conferencing To place a conference call: During a call, press the Conference key. This will put an active call on hold Place a call to another person When the call connects, press the Conference key again (can be “warm” or “cold”) You can repeat above steps to add up to 7 callers Use “Details” to view or remove participants Even if the initiator leaves the call, the conference will continue until all participants leave

27. MAXIMIZING YOUR BUSINESS ADVANTAGE Call Park Call Park allows you to put a call on HOLD, and retrieve the call from a different phone. Select the More button Select Park A 3-digit number where the call is parked will appear on the phone’s display From any phone, enter the 3-digit number to retrieve the call Range of park digits is #10 - #39

28. MAXIMIZING YOUR BUSINESS ADVANTAGE Forwarding Your Phone On your phone: 1.Press the Fwd All soft key 2.Enter the number where calls will be forwarded –(or press ‘messages’ to send calls to voicemail) 3.To cancel forwarding, press the Fwd OFF soft key 4.The phone will display where the phone is forwarded Phones cannot be forwarded to an international number

29. MAXIMIZING YOUR BUSINESS ADVANTAGE Viewing and Dialing Calls You can view and dial received, placed, and missed calls: 1. Press the Applications button 2. Select Call History 3. Select All Lines or the line that you want to view 4. To view more information, press the Details softkey 5. To dial the highlighted entry, press the Call softkey, press the line key, pickup the handset or press the speaker button Press the softkey to return to the call history screen

30. MAXIMIZING YOUR BUSINESS ADVANTAGE Corporate Directory Find phone numbers for other associates using the online directory 1. Press the Directory button 2. Select Directory 3. Enter the name of the user, either by first or last name or enter an extension 4. Press the Search soft key 5. Scroll through the users and press the Dial soft key to call the number

31. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Online Portal

32. MAXIMIZING YOUR BUSINESS ADVANTAGE CCM User Page Browse to https://dfv-myphoneinfo.dole.com/ccmuser from any computer on the Dole network or from a VPN connectionhttps://dfv-myphoneinfo.dole.com/ccmuser Save this as a favorite in Internet Explorer Log in with your UserID and password Your UserID and password are the same as your network ID and password (how you log into your computer)

33. MAXIMIZING YOUR BUSINESS ADVANTAGE CCM User Page - Device Click User Options  Device Make sure Name begins with SEP, not NONE You can adjust settings

34. MAXIMIZING YOUR BUSINESS ADVANTAGE CCM User Page – Line Settings Choose Line Settings You can adjust Call Forwarding properties

35. MAXIMIZING YOUR BUSINESS ADVANTAGE CCM User Page – Speed Dials Choose Speed Dials You can add Speed Dial numbers Add numbers in the universal +E.164 Format +18313574557 This will allow speed dials to work from any location To dial, dial the number of the speed dial, then press the SpeedDial softkey.

36. MAXIMIZING YOUR BUSINESS ADVANTAGE Personal Address Book Choose User Options  Personal Address Book Click Add New

37. MAXIMIZING YOUR BUSINESS ADVANTAGE Personal Address Book Enter information and click Save Make sure to enter phone number in +E.164 format

38. MAXIMIZING YOUR BUSINESS ADVANTAGE Personal Address Book To dial from the Personal Address Book: 1. Press the Directory button 2. Choose option 1 for Personal Directory 3. Log in with your UserID and PIN 4. UserID is the same as your network ID. PIN is specific to the phone system 5. Search through entries and choose an entry to dial

39. MAXIMIZING YOUR BUSINESS ADVANTAGE Change PIN Your PIN is used only to log into applications on the phone. This PIN is separate from your network password or your voicemail password Choose User Options  User Settings Enter your current PIN Enter your New PIN Click Save

40. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Voicemail

41. MAXIMIZING YOUR BUSINESS ADVANTAGE Checking Your Voicemail To set up or access voice mail: Look at the visual message indicator lamp on your handset Look for a message waiting icon Listen for a stutter tone. Stutter tone is line-specific and you will only hear it when using the line that has a waiting message Press MESSAGE button and follow the voice instructions. OR You can access your voicemail offsite by dialing your number and press * to sign in. ID is your extension number

42. MAXIMIZING YOUR BUSINESS ADVANTAGE Voicemail Before you can listen to voicemails, you must first configure your mailbox: Press messages button from your IP phone Default password is 147369 Follow the prompts to record a recorded name and personal greetings Change your password Press # to complete

43. MAXIMIZING YOUR BUSINESS ADVANTAGE Passwords Must be at least 5 characters Cannot be sequential numbers Cannot be repetitive digits Cannot be the extension number Expire after 90 days - you must choose a new password every 90 days Cannot use the old password as new password Locks after 5 failed attempts. It will reset after 90 minutes, and you are allowed to try again. If you cannot wait 90 minutes, call the IT Service Desk to reset the password.

44. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE Question and Answer

45. MAXIMIZING YOUR BUSINESS ADVANTAGE Frequently Asked Questions Why is my name spelled wrong? How do I get help? Do I have to record my name? Will my headset work with the new phone?

46. MAXIMIZING YOUR BUSINESS ADVANTAGE Open Forum

47. MAXIMIZING YOUR BUSINESS ADVANTAGE TECHNOLOGY SOLUTIONSMAXIMIZING YOUR BUSINESS ADVANTAGE