New AT&T Phone System FAQ

In 2021, IT began rolling out a new phone system hosted by AT&T.  See some frequently asked questions about the new system below.

Q: How do I dial an outside number now?  I just tried calling an outside number starting with 9 and the call didn't go through.

A: You no longer have to dial 9 or 1 before the area code.  Simply start dialing with the area code.

Q: How do I re-set up my call forwarding?  Do I need to come into the office? 

A: No.  See the top of this article to set up your call forwarding, whether you are in the office or working remotely.

Q: I work remotely and do not have a desk phone.  How can I use this new phone system?  Is there a "softphone" app like MaxCommunicator to take calls through my computer?

A: To send/receive calls via your work phone number without a desk phone:

• You may use the Office@Hand Phone desktop app on your computer as a "softphone." 
• Back office employees: You may also download and install the Office@Hand mobile app on your cell phone from the App Store or Play Store.
• Alternatively, your work calls can simply be forwarded to your personal cell number.

At this point, all employees should have the Office@Hand Phone desktop app (the replacement for MaxCommunicator on the old system) installed on their computer.  If you do not see this new app installed on your computer for some reason, see this article.

To set up call forwarding, personal settings, record voicemail greetings, set custom business hours, and more, log into the Office@Hand website: https://service-officeathand.att.com/

Use your main work email address as your username, and use the temporary password provided by IT.  Contact the Service Desk if you need a temporary password to get logged in.

Q: I'm trying to check voicemails on my desk phone in the office, but do not know my PIN.  How can I check my messages?

A: Every extension has been set up with a six-digit temporary PIN by IT.  If you have access to an Office@Hand account online, you can reset it in this section of the portal as shown below:

If you are unable to reset your PIN on your own, or if you are a branch employee, contact the Service Desk to request a PIN reset.

Q: How do I use the Office@Hand Phone app and take full advantage of the system's available features?

A: For the basics on the O@H Phone desktop app, see this Quick Reference Guide: http://netstorage.ringcentral.com/att/desktop_quick_reference_guide.pdf

For a detailed guide on using Office@Hand and its features, click the following link: https://asecare.att.com/wp-content/uploads/2019/02/ATT-Office@Hand-User-Guide-10.3.pdf - Skip to Page 19 to begin with an Overview of the Office@Hand website.

Q: Calls are not ringing/coming through my Office@Hand desktop app on my computer.  Is the app automatically open when I sign in?

A: The Office@Hand desktop app may not be automatically open when you first log in to your computer.  To ensure the app launches on its own every day so that you do not miss any calls, go to Settings (gear icon at the bottom of the app) --> General --> make sure "Automatically launch on startup" is switched on.

Q: How does texting and faxing work?

A: Your AT&T account is automatically configured for sending and receiving of text messages and faxes via your work phone number. Use the Office@Hand app to send/receive text messages. Faxes may be sent via Outlook by following these steps: https://asecare.att.com/tutorials/sending-officehand-fax-messages-3309/

Q: I work in a branch where we usually park calls for other employees to pick up.  Where did the “Park” buttons go?  How do we park calls now?

A: Instead of buttons like “PARK 1” and “PARK 2” on your desk phone, you will now see one “Park” button during an active call that will let you park the call for another employee to pick up at any other phone.  When you press “Park” during an active call, the system will announce the call’s park location.  Make note of it immediately so that you can share the number to dial with the other employee.  For example, it may state that “your call is parked at extension *801.”  You will need to let your fellow employee know that the call may be picked up by them calling *801 on their desk phone.  A parked call can now be picked up by another employee at any location across the bank, even at a different branch or FMHC affiliate, as long as they know the park location to dial.

Q: How does this new phone system affect the CRC and MaxAgent?

A: In conjunction with this new AT&T phone system, the CRC has transitioned to a new system by Five9.  MaxAgent will no longer be used to take CRC calls as of March 14, 2022.

You will no longer take CRC calls through a physical desk phone.  If your branch is in need of a USB headset, please contact the Service Desk.

Q: I have been receiving excessive, annoying calls, text messages, or faxes from a specific number.  How do I block a specific phone number so I don't keep getting these spam calls/texts?

A: You have the power to block numbers in your Office@Hand account.  A number can be blocked in the Office@Hand app or in your account on the O@H website.  Follow these steps to block the number on your own.

Q: Can I set the Office@Hand app to ring (for incoming calls) from my laptop speaker instead of my headset?

A: Yes, it is possible to have the O@H app ring to your speaker instead of the headset.  This can be handy when you step away from your desk to know when your phone rings, while still allowing you to speak through the headset after you answer the incoming call.  

Q: Can AT&T attach an audio file on voicemail notification emails?

A: Yes, when AT&T sends you an email notification to let you know you have a new voicemail message, you can request that AT&T attach the voicemail message to the email so you can listen to the voicemail directly within Outlook.  To toggle on this setting, log into your AT&T account, then go to Notifications --> Messaging Notifications --> Advanced Settings --> Customize Notifications (in the Voicemail Messages row), then turn on "Include attachment with email."

More FAQ coming soon!

See this link for more information on your Polycom desk phone and the new AT&T system.