1.1. Reporting Suspicious Emails

Hey there, party people!

Have you ever received an unexpected email with links, attachments, or requests for you to do weird things?

You could:

Click on all the links No, don't.

Open all the attachments Seriously, please don't.

Do the weird things Sensing a theme?

I encourage you to report any email you find suspicious, even if you’re 100% certain it’s bad.

In the Outlook desktop application, you’ll find a Report Suspicious Email button in the ribbon when you have an email selected.

In Outlook Web App, it’ll be next to the Reply button. You may receive a pop-up asking to give the button permission to work.

If you find yourself in a situation where you only have access to the Outlook app on your phone, you’ll be able to forward the email to phish@goodwillwm.org.

When you use the Report Suspicious Email button, the email will be sent to us and deleted from your mailbox. If we determine the email was safe, we’ll send it back to you.

Finally, rest easy knowing you are doing your part to make the world a better place.

1.2. Calendars - Viewing other's

To view any calendar other than your own or your team's, you simply need to open it.  Here's how:

• From within Outlook, click the Calendar icon on the bottom such that you are viewing the calendar page.

• On the top toolbar, the Home tab should be selected.  If not, select it now.

• Click Open Calendar on the toolbar.

• Choose From Address Book... or From Room List...

• Double-click (or select and press Calendar--> or Room--> )the name associated with the calendar you desire to open.

• Press OK

1.3. Distribution Groups

Email distribution lists fall into one of two categories:

• Heirarchy
• Normal

_Heirarchy

These distribution lists are based on the Goodwill Organizational Chart and start with an _underscore.  They may go into a bit more detail than the Org Chart, but won't vary from it.  The idea is that you can confidently email a group of people and — based on the Org Chart — know exactly who will receive that email.  These are also 'expandable' meaning you can hit the + sign next to the distribution group to see who it contains.  Higher level lists contain lower level lists, so something like _Goodwill Industries of West Michigan will contain a number of sub-lists that can be further drilled into.

.Normal

All other distribution lists start with a .period.  This is simply to group them at the top so you don't have to scroll through a bunch of names looking for the something that may be a list.  Lists for buildings will not be bold, nor expandable due to their nature.  For instance, .Corporate Users includes everyone at corporate (no matter which side of the double doors you're on). 

1.4. Set Out of Office from anywhere

You're sitting on a beach in Arizona, enjoying burning your ETO and suddenly your phone buzzes.  Work email.  Some vendor asking to set up a meeting for tomorrow.  That's when you remember:  You didn't set your Out of Office reply!

Fear not, my troubled tanner, you can set that from anywhere!

1. In any web browser, smash in mail.goodwillwm.org.
   
   
2. You'll see the following login page.  Enter your login information, just like you would log into your computer at work.
   
   
   
3. Click sign in.
   
   
4. Once you are signed in, click on the gear in the top right, then on Automatic Replies.
   
   
   
5. Change Automatic replies to Send automatic replies.  Adjust the time range and messages as suits your needs.
   
   
   
6. Press OK. 

That's it, you're done!  Now get back to baking in the sun.

1.5. Add/Edit Signature in Outlook

1. In Outlook, go to File.
2. Click on Options.

    3. An Outlook Options box will appear.  Go to Mail, then select Signatures...

    4. Click on New

    5. Name your signature, hit OK.

    6. Enter your desired signature. If you want to add the corporate logo, keep on going to step 7. If not, hit OK.

    7. If you would like to add the corporate logo...make sure the cursor is positioned where you want it. In my case, it will be at the very end of my signature. Then click on the insert photo icon.

     8. In the Insert Picture box, follow the network path that is circled. Select Goodwill WM.jpg and hit Insert.

    9. Then BOOM! Corporate logo inserted! Hit OK.

1.6. Reserve a Room

Yes, YOU can reserve a room at Corporate!  Here's how:

• From within Outlook, click the Calendar icon on the bottom such that you are viewing the calendar page.

• On the top toolbar, the Home tab should be selected.  If not, select it now.

• Click New Meeting on the toolbar.

• Select New Meeting

• Now invite the room by selecting Rooms... (REALLY important note:  Selecting a room from the Location drop down doesn't actually book the room!)

• Double click the room you would like to reserve.

• Press OK
• Adjust the date and time of the meeting then press Send
• You'll receive an email from that room confirming (or declining) your booking.  If you don't get an email back, you did not reserve a room.
  

1.7. Blind carbon copy (Bcc...)

How to prevent Reply All spam:

The blind carbon copy (Bcc...) option does not automatically show, BUT once you add it... you won't have to do it again. 

1. In a new email, go to Options
2. Select Bcc

2.1. Connecting to the VPN (to access files off-site)

This assumes you’re connected to the Internet somewhere off-site.

 

-Click the networking icon in the notification area.

-Select GIWM Corporate at the top of the menu. Connect.

-Type in your computer username and password and hit enter. Make sure it says connected like it does below.

 

 

2.2. How to contact IT for help

See How to contact IT for help.pdf below.

2.3. Network Drives

H: First Last

The H: drive is your personal network drive.  All for you and only you. Keep whatever you want here that you don't need shared with others.  Your Documents, Pictures, and Video folders redirects here.

S: Shared

The S: drive is the Shared drive.  Policies, Procedures, and other less exciting items are found here. This also houses Secure Team Shares which are shared spaces outside of a single department.  We try to make it obvious who 'owns' the documents when applicable.  Mostly so we can tell them to clean house if needed.  Feel free to explore.

W: Workgroup

The W: drive is your department’s drive.  Or should be... some people may see the Contracts folder still despite being in another department.  A work in progress.

The above three drives are on the network.  This means they are backed up.  If your computer tanks, these are the ONLY files that will not be lost. 

3.1. Policy Overview

The GIWM policy related to passwords is ITQ-9001 Password Management.

The important take-aways are:

• Passwords must have at least 16 characters (no case or special character requirements unless a certain website or program requires those). Use random words, song lyrics, poetry, or anything else you desire.
• The same password may not be used for any two applications.
• You may not write passwords down on sticky notes and "hide" them under your keyboard. In fact, you may not have your passwords stored in any way that isn't encrypted. Password-protected Excel worksheets and password managers with encrypted databases (see the Knowledge Book on Using KeePass) are acceptable.  
• You may not use the “Remember Password” feature of any application.
  
• You may not share passwords to individual accounts with other people. 

We still suggest that you review the policy in full. 

3.2. Using KeePass (Password Manager)

You don’t leave the key to your house taped to the front door, so, I'm sure you don’t leave your passwords written down and accessible to others. (Wait, what’s that under your keyboard?)

The best way to store your numerous secure, unique passwords is with a password manager such as KeePass (which just happens to be installed on your computer). With a password manager, you only have to remember the password to log in to your computer and the password to access your password database.

Creating a Database

You can start KeePass by opening the start menu and selecting it under Goodwill Apps.

 

Now you’ll want to create your password database. Click the New icon in the toolbar.

 

Give the file a cool name and save it to your H: drive.

In the next window, you will create a Master Password. This will allow you to access your password database. Obviously, you will want this to be as secure as possible. Use random words, song lyrics, poetry, or anything else you desire to make it long (at least 16 characters) but easy to remember (since you’re not going to write it down). Hit OK to continue.

The Database Settings window has a bunch of stuff you don’t need to worry about. Hit OK to create your database.

 

Now you see the main window. On the left, you see the entry groups. On the right, you see the actual password entries. The password entries are grouped together into the password groups you see on the left. So, depending on which group on the left you selected, it'll show you the entries in this group in the right view. KeePass has created a few default groups for you, but you're free to delete them and create your own ones. You can even nest subgroups within groups.

 

Adding an Entry

To create a password entry, select the folder you would like the entry to reside in, right-click within the entry pane, and select Add Entry…

The Add Entry window appears. Fill out the fields you need. By default, KeePass will generate a password for you. You can press the Show/hide password icon (1) to reveal it. You can also use the Password Generator (2) to generate a new one with various requirements (length, case, special characters, etc.) you specify. Alternatively, you can simply type your own password into the Password field. Hit OK to create the entry.

 

Now you will want to save your database. Hit the Save icon in the toolbar.

Using Entries

When you face one of those annoying log-in screens (ugh, security is so inconvenient), there are a few ways you can use your entries in KeePass:

• You can right-click on an entry, click Edit/View Entry (4), click Show Password, and then type everything manually into your log-in screen. Lame.
• You can right-click on an entry, click to Copy User Name (1) or Copy Password (2), and then paste it in the relevant field in your log-in screen. Double-clicking a field your KeePass entry will also copy it to your clipboard. Cool.
• You can use a feature called Auto-Type. Click inside the Username field of the log-in screen. Now, go to KeePass and right-click the relevant entry. Select Perform Auto-Type (3). KeePass will now automatically type and submit your credentials. Super cool.

Food for Thought

• A friendly reminder that unattended workstations are required to be locked. 
• Writing down your KeePass Master Password (just like any other password) is in violation of agency policy.
• If you like saving fractions of a second, there are hot-keys available for many of the menu items (Add Entry, Auto-Type, etc.). KeePass shows these next to the option in the menu. 
  
• If you're interested in learning some of the more advanced features of KeePass, the KeePass Help Center is available here.
• As always, you can submit a help desk ticket if you would like assistance from the IT Department. 

4.1. Introduction

Our new, combined phone system is powered by 3CX.  Most of the phones you will use are Yealink branded.  Every one of GIWM's locations is on the same phone system.  This allows us to treat each location as if they were in the same building, leveraging the use of extensions to keep calls completely internal rather than paying the phone company to call between locations.  It also means that if you get a call that should be transferred to another person or location within GIWM — you can transfer them!

Some key changes

• You do not dial 9 to get an outside line.  Just call the number.
• You do not need to dial the area code for numbers in your area code.  If you're in 231 and the number you're calling is in 231, there's no need to prepend the phone number with 231.
• Every phone has a phonebook!  Hit the button for 3CX PBook and hit OK to view it.  You can even search it.
• For those of you (stores) who put people on hold with the old system and could pick it up on any phone, read up on Shared Parking!  It's the same thing with its true name.

If you have ideas on what we can add here to help others, please feel free to let us know.

4.2. Shared Parking

How Shared Parking works

• A call comes in and you answer it.
• You press the SP ## button on your phone.  The light turns from green to red, indicating it is in use (don’t park two people).
• You go to any other phone
• You hit the SP ## button.
• Shazaam!!!!  You are now talking to the original caller!

As a note, after 90 seconds of someone being parked, the phone that parked the call will ring assuming the parked call was forgotten.

The portable phone is a LITTLE trickier.  It first must be programmed, which I ask that you do by using the instructions at the end of this email (titled Programming your portable).  Once programmed, you can use the following methods with shared parking:

 

Picking up a parked call from the portable

• Press and hold the 3 button until the screen indicates it recognizes the command – about 2 seconds.

 

Parking a call from the portable

• Press the top right button (Options)
• Press OK for Transfer
• Press top right button (Directory)
• Press OK for Local Dir
• Arrow down to Park
• Press OK
• Press top right button (Transfer) to complete the transfer.

 

Programming your portable

On your portable phone, do the following steps to enable call parking:

• Press and hold the 3 button
• Press the top right soft key (Assign)
• Press OK
• Arrow down to Park
• Press OK
• The phone will show “Saved” on the screen and a tone will sound
• Press the END button (the red one) to get back to the main screen

I realize the portable is a little trickier to park a call, but chances are you’ll rarely actually park a call FROM the portable, but instead you’ll likely pick up parked calls.

 

4.3. Yealink T46 - Corporate

Everyone’s desk phone is a Yealink T46, similar to the one pictured below.  Unless you’re a receptionist that is; when it comes to phones they’re better than you.  Don’t take it personally.  The phone will idle in a screen saver mode, displaying the time and date as well as missed calls and voicemails (should you have some).

 

You can get off of the screen saver by lifting the handset or pressing any button.  If you press a number, it’ll add that digit to the dialer interface immediately.  I like hitting the OK or X (cancel) buttons.  This will bring you to the main screen, as shown below.  I’ve also noted some important features that we’ll cover below the picture. 

1. Handset – You jabber into this to communicate words and things.  Will not transmit body language.
2. DSS Keys – Programmable keys
   1. The first two are your line.  When you pick up the handset, line 1 will light up.  If you are on a call and have an incoming call, line 2 will light up allowing you to put line 1 on hold to answer line 2.
   2. SP 1 and SP 2 are shared parking.  The button itself will be green if available (as shown) and red if a call is parked.  To park a call, you simply press the button, turning it from green to red.  To un-park, you simply press the button, turning it from red to green.  So when Janice says you have a call parked on line 1, sprint to a nearby phone and press the SP 1 button.  Then jabber.
   3. On the right side, you’ll see Paging buttons.  To page, simply pick up the handset and press the associated button.  Once the timer starts (takes a brief moment), your call is connected and you can begin jabbering.  The two buttons area.
      1. Page All – Pages phones and PA (overhead Public Address speakers)
      2. Page PA – Pages only the PA
      3. Note that certain phones are excluded from paging (conference rooms for instance)
   4. There are a number of empty keys.  If you would like any key programmed to speed dial a number, simply put in a help desk ticket and we’ll happily program them.  (I said happily, you two!)  We can program up to about 27 speed dials, so you’re not limited to just the empty spots you see.
3. Soft Keys – Keys that change function depending on the current screen you’re in.  On the home screen, you have:
   1. History – Deep dive into your call history
   2. 3CX Pbook – View all the visible extensions in the organization.
   3. DND – Do Not Disturb.  You can press this so that calls go straight to voicemail and you won’t hear phone pages.  A symbol will be displayed on the screen when active.
   4. Menu – The area of the phone that you can mess up your settings.  Proceed at your own risk.  Or not at all is fine, too.
4. Navigation controls – Used to navigate through menus.  OK will confirm and X will cancel or go back.
5. Voicemail button – Dials your voicemail.  You will receive an email with your PIN.  If you forget your PIN, throw in a Help Desk ticket and we will be happy to assist.  (I want to hear giggling, boys!!!!)  You will want to set up your greeting right away.
6. Speakerphone – Jabber hands-free.  Active if lit green.
7. Volume Control – Controls how much loud there is.
   1. If you are not in a call, adjusts your ringtone volume
   2. If you have the handset off the hook, adjusts the handset volume
   3. If you are on speakerphone, adjusts the room temperature.  Nah, just seeing if you fell asleep.  It adjusts the speakerphone volume in this instance.
8. Number keys – I didn’t label these, because if you’ve made it this far I assume you know what numbers are.  After dialing a number, hit Send or lift the handset to initiate the call.
   

 

Here's a close up of the screen.  And my right ear, because we ALL wanted to see that.  My phone looks a little dirty, but I didn’t remove the screen protector.  Yours will look better.  If you’re nice to us.  Lookin’ at you, King.

 

4.4. Voicemail

Overview

One of the first things you'll want to do regarding the phones is to set up your voicemail.  The three biggest items you'll care about are:

• Personal Identification Number (PIN) (Press 9, 7, 0) — The password for your voicemail.
• Greeting (Press 9, 8, 0) — This is the message people hear when they are passed through to your voicemail.  "You've reached Joe Schmoe in the Widgets department.  Please leave a message and I'll try not to ignore you."
• Self Identification message (Press 9, 5, 0) — Your name.  "Joe Schmoe".  Your extention will not be in the dial-by-name directory until you record this!

Voicemail Tree

To check your voicemail, press the Message button on your phone or dial extension 9998.

You will be prompted to enter your PIN followed by # (pound). The initial options you are presented with are the following:

• Press * to play your messages.
• Press 9 to go to options.
• Press # (pound) to exit.

When you press 9 for options, the following options will be announced by the voicemail system. Press the respective numbers to change and update these features:

• Press * to play your messages.
• Pressing 1 allows you to change your profile status. 
  • Press 1 for Available
  • Press 2 for Away
  • Press 3 for Out of office
  • Press 4 for Custom profile 1 (Lunch)
  • Press 5 for Custom profile 2 (Out of Office)
• Pressing 3 allows you to Press a number.
  • Won’t work.  We forbid it (for security reasons).  Doubt me?  Try it.
• Pressing 4 allows you to delete all read messages.
  • Press * to delete all
  • Press # to cancel
• Pressing 5 allows you change your self-identification message.
  • Press 0 to record a new message
  • Press 1 to delete your existing message
  • Press 2 to check your current message
  • Press # to exit
• Pressing 6 allows you to play mailbox information.
  • No additional options
• Pressing 7 allows you change your voicemail PIN number.
  • Enter your new PIN and press #
    • Press * to save
    • Press # to cancel
• Pressing 8 allows you to change your greeting message.
  • Press 0 record and press # when finished speaking
    • Press 0 to save the message you just recorded
    • Press 1 to record again
    • Press 2 to review the message you just recorded
    • Press # to exit
  • Press 1 to restore standard greeting
  • Press 2 to check your current greeting
  • Press # to exit
• Pressing 9 allows you to restart the voice menu prompts.

4.5. WebMeetings - Overview (3CX)

Web meetings/video conferencing is achieved through the same platform as our desk phones:  3CX.  You should have received an email from "voice" with the subject "Welcome to 3CX Phone System" containing your Web Client credentials. You'll use this email frequently, so have it ready.  If you don't have it, reach out to IT and we can re-send it.

The long route - supports call ins.  READ CAREFULLY!

• From Chrome, do one of the following:
  • Navigate to https://voice.goodwillwm.org/webclient/
  • Click the HotDog (three vertical dots) in top right.
    • Click Bookmarks > Goodwill > 3CX Web Client
  • Enter your credentials from the email referenced up top.
  • Press Login
• There may be an initial popup for "Which 3CX client? 2 Flavors:".  Press close[x] on that or click off to the side of it.
• On the left, click Meet
  • If prompted to allow your microphone and camera, allow those at this time.
• In the top left, click the +.
• You can now configure your meeting.
  • Type:  Probably always Video
    • Click the gear to the right of Type.  You can configure how you want, but I suggest unchecking the "Meeting starts once organizer joins".  You may also find it easier to check the Co-host option, as you don't have to log back in to 3CX to start your meeting.  If you DO select the first option, you MUST join your meeting through 3CX. 😬
    • 
    • Click OK
  • When:  Later
    • If you want to use this meeting over and over, choose a date far in the future.  Like 11/18/2081.
  • Subject:  Whatever you want
  • Notes to Participants:  Whatever you want
  • Select Email:   Choose Desktop Outlook (.ics)
  • Click Create Meeting
• Open the .ics file that you just downloaded.
  • You'll notice that the meeting has a different link than 3CX.  This is because 3CX shows your host link.  The invite is the participant link. 
  • Change or verify details about your meeting like date and time.
  • Invite attendees like you would in a normal meeting.
  • When you're satisfied, hit Send.

When it's time for your meeting to start, if you left "Meeting starts once organizer joins", you HAVE to log into 3CX, hit Meet on the left, Click the three people icon in the top left, select your meeting, and click Join in the top right.

If you didn't choose the "Meeting starts once organizer joins" option, you can join through the calendar invite and not log back into 3CX to join.

 

Tips and Notes

• If you use my suggestions to configure the meeting settings and the expiration a long time in the future, you can use that meeting over and over like a room that's ready to go. 
• In the webclient, the "Click on this URL to join the meeting" is the HOST link.  Only one host per meeting.  If you forgot the link for guests, join the meeting and click the little person with a + in the top right.  This has all the information for your guests.
• That's a whole lot of tips and notes, I know.  Maybe more to come as we learn more together.

 

4.6. WebMeetings - Recurring (3CX)

As of writing this, there's no obvious way to create a recurring meeting in 3CX.  But you CAN do it.

1. Log into 3CX
2. Click Schedule Conference
3. Fill out the details of your New Conference.  (You may have to hit "+" if you have a scheduled meeting already)
4. Make sure When is set to Later
   1. Set the date and time for long enough in the future that your meetings will end before then.  If you plan to meet for 10 years and it's 2020, pick a date in 2030.
5. Set Calendar to Desktop Outlook
6. Hit Create Meeting

An .ics file will be downloaded.  Open that file, which should open in Outlook.

You can now schedule the meeting like ANY other meeting.  Set the recurrence, invite your attendees, pick a room, etc.

REMEMBER:  Your start date in Outlook will be the date you chose in 3CX.  So don't forget to make that accurate.

 

5.1. Faxing from your computer

The Basics 

1. Whatever you want to fax simply needs to be on your computer and printable.  You can’t fax videos of your cat, sorry.  
2. On your computer, open up the document you want to fax.
3. Choose the option to print, just as if you were printing it.  Even though you and I know you’re not, that’s just how this works.
4. On the printer selection screen (which may vary based on the type of document) find the Fax – Outgoing Only option.

 

5. Hit Print.  This will bring up the fax window shown below.

 

6. As you can see, there are a myriad of options, buttons, and tabs.  While you can explore more with creating an Address Book, Cover Sheets, etc., I’m going to focus on the basics.
7. Click on the Specify Destination tab.  You will see the window below:

 

8. Enter in the Fax Number just like you normally would (no ‘9’ is required for dialing out).  Click Set as Destination.  Repeat for multiple recipients.
9. At this point you can just hit Send and away your fax goes!  But you’re smart enough to know that doesn’t always work.  So for more options, read on.

 

 

More Options

 

1. The Send Options tab allows some fanciness that may be useful.  Here are some highlights:
   1. Attach a Cover Sheet – You’ll need to Edit Cover Sheet first to fill in your information, but if you need a cover sheet… BAM!
      1. When you use the Edit Cover Sheet button, you can browse to a pre-made Goodwill form here:  S:\DOCUMENTATION\GOODWILL\FORMS\ADMINISTRATION\ADF-2013 Electronic Fax Transmittal.fcp
      2. Change the To:  on the Edit Cover Sheet page to Edit Names and you can manually type in who it is to.
   2. Preview – See what you’re sending before it actually goes out (displays after you hit Send).

 

2. The Email Settings tab offers some excellent feedback for errors.  Just tick Notify and Notify errors only, fill in your email address, and it’ll save those settings for the future.

 

5.2. Digital Signatures

With remote work now being commonplace, digitally signing documents is a huge workflow gain.  Here's how to set this up so that you can sign any PDF file digitally.

• Open any PDF file, particularly one that you want to sign.
• Click Tools



• Click Fill & Sign



• Click the Fill and sign button.

• Click Sign and choose Add Signature



• I recommend clicking Draw up top so that your signature is more true to you.  Then, like when you first used Paint, draw your signature.  Those few with a touchscreen can leverage that.  You can hit clear on the right if you want to start over.

• Once you're satisfied, click Apply



• You're now ready to sign any document.  The first time you set this up, it may already have the signature ready to drop on the document.  Otherwise, assuming you can see the signature line of the document you want to sign, hit Sign once again.

• Click on the signature you created and drag it to the signature line on the document.

• You can also use the toolbar to type (such as a date) or otherwise mark up the document (like ticking check boxes).

• Once finished, save the file and use it however you wish.

Moving forward, when you click Sign, your previously created signature will already be there, ready to drop on documents.

NOTE:  This is not the same as a certificate-based digital signature.  But it's essentially as fraud-proof as a pen-on-paper signature.

5.3. Secure (locked) printing

You can print a document such that it won't actually spit out of the printer until you enter a passcode to 'unlock' the print job.  This can be used when printing HIPAA material, performance reviews, or other confidential documents.

1. From the print dialog, choose Print Options or Printer Preferences, depending on the software.
   
   
   
2. Click Properties
   
   
   
3. Change Job Type to Locked Print.
   
   
   
4. Click Details...
5. Enter a User ID (can be anything you'll recognize) and a 4 to 8 digit password.
   
   
   
6. OK twice, then click Print.
7. On the printer itself, make sure you're on the printer and click Quick Print Release. If it isn't on the home screen, you can find it in the second page of the app drawer (click on the icon of 3x3 squares in the lower-right corner).
8. Click on your User ID and it'll prompt you for the password you entered earlier. 
9. Select the stored job, then click Print.

To note, once you set up locked print, you don't have to set the password again.  Simply follow steps 1 through 3.

 

6.1. Credit Card Terminal Troubleshooting

Attached is a copy of the Credit Card Terminal Troubleshooting guide. You can download it by clicking on the item under downloads in the lower right of this window.  

Please print this and keep it by the Registers in a store.

6.2. Zip tie colors

This is a quick reference for what the colored zip ties correspond to on the register computers:

Back of computer

Clear – Monitor/Touch screen
Pink – Printer
Blue – Barcode Scanner
Orange – Keyboard/Card reader
Green – Payment Terminal (think money!)

Power

Clear – Register PC
Green – Payment Terminal