NEXTLEVEL INTERNET. NextLevel Voice User Guide

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1 NEXTLEVEL INTERNET NextLevel Voice User Guide

2 N E X T L E V E L I N T E R N E T NextLevel Voice User Guide NextLevel Internet P.O. Box San Diego, CA Sales Support Fax

3 Table of Contents C H A P T E R 1 - Getting Started Table of Contents Managing Your Account 1 Quickstart 1 How do I set up my account? 1 How do I change my password? 1 How do I check my voic ? 1 C H A P T E R 2 - NextLevel Voice Portal Overview 2 Logging in to the Portal 2 Home Page 3 New Messages 4 Recent Call History 4 Active Answering Rule 4 Active Phones 4 Messages Page 5 Messages 5 Settings 6 Answering Rules Page 8 Default Answering Rule 9 Ring for # seconds 9 Allow / Block 9 Add Rule 10 Edit Rule 10 Delete Rule 10 Contacts Page 11 Favorites 11 Filter contacts 11 Search contacts 11 Add Contact 12 Edit Contacts 12 Import contacts 12 Export contacts 12 Contacts popout page 12 Time Frames Page 13 i Phones Page 14 Add Phone 14 Edit Phones 14 Music On Hold Page 15 Add Music 15 Settings (Introductory greeting) 15 Managing Music 15 Call History Page 16 Filter 17 Export 17 Profile Settings 17 Profile 19 Caller ID Information 19 Change Password 19 Signing out of the Portal 19 C H A P T E R 3 - NextLevel Phone Menu Setting Up Your Account 20 If you are using your own extension: 20 If you are at someone else s extension: 20 To Change Your Password: 21 To Change Your Greeting: 21 To Change Your Greeting: 21 Placing Calls 21 Dialing Internal Extensions 21 Retrieving Voic 21 From your VoIP phone: 21 From another VoIP phone on your network:21 From an outside phone: 22 Voic Menu 22 Voic Menu Tree Reference Diagram 23 C H A P T E R 4 - e911 Addendum Enhanced 911 Services 24 C H A P T E R 5 - TROUBLESHOOTING First Steps 26 Frequently Asked Questions 26 Add Time Frame 13 Edit Time Frames 14

4 G E T T I N G S T A R T E D Chapter 1 Getting Started Before you begin, make sure you have the following: 1. Your phone set up and working properly. 2. Your computer powered on with a working internet connection. 3. Your Voice Portal Username and password (provided by NextLevel during installation). Managing Your Account Your account has a variety of settings that allow you to customize the way your phone functions. All of your account settings can be managed through the NextLevel Voice Portal and a large number of settings can be managed through the voic menu system. For instructions on using the NextLevel Voice Portal, proceed to Chapter 2. For instructions on setting up your account using the voic menu system, proceed to Chapter 3. Quickstart We recommend that you read this guide in order to learn how to use both the NextLevel Voice Portal and the Phone Menu, but if you have a specific question you d like answered, simply click below to be sent to the respective section! How do I set up my account? How do I change my password? How do I check my voic ? 1

5 Chapter 2 NextLevel Voice Portal Overview This chapter will walk you through how to sign in, navigate, and make changes to your phone using the NextLevel Voice Portal. Please note that this document assumes that your NextLevel Voice account is active, configured, and working correctly. Logging in to the Portal Use the following link to sign in to the NextLevel Voice Portal: 2

6 1. In the Login Name field, enter your phone s extension in the following format: where extension is your phone line and domain is some variant of your company name (e.g. This information will be provided to you by NextLevel during your installation. 2. In the Password field, enter your phone s password, also known as your PIN. Your password will be provided to you by NextLevel during your installation. 3. Click the Log In button to access your NextLevel Voice account. Home Page Once you have signed in, you will be taken to the home page for your account. On this page, you will get an overview of your user with the following sections: 3

7 1) New Messages This section provides an overview of your new voic messages, with each row representing an individual message. Message information: For each message, you can see the caller, the date and time of the call, and the duration of the message. Listen to a message: You have the ability to listen to each voic message. In order to play a voic , simply click the triangular button to the left of the message. Message options: For additional options, you can hover your mouse cursor over a message and you will see three buttons appear to the right: o Download This button will download the message to your computer as a.wav file. o Save This button will save the message to your Saved messages section where it will remain for you to access later. o Delete This button will send the message to the Trash messages section for 24 hours, after which it will be deleted permanently. 2) Recent Call History This section provides an overview of your most recent call history, with each row representing an individual call. From here, you can see the caller (both number and caller ID), the date and time, and the duration of the call. Call type - On the left of each call, you will see a colored symbol that represents whether the call was outbound (green), inbound (blue) or missed (red). If you hover your cursor over the symbol, it will tell you which type of call it corresponds to. Click-to-call - You can easily return a call by clicking on the number itself. Then click the Call button in the box that appears. Answer your phone when it rings to be connected to the number you clicked. 3) Active Answering Rule This section allows you to change your current answering rule, which can be customized in the Answering Rules Page. For more information on Answering Rules, please proceed to page 6. 4) Active Phones This section displays the physical phone on which your user is configured. This can be useful to see which phone will be dialed by using the click-to-call feature. Your phone can be configured on the Phones page,. For more information on phones, please proceed to page 9. 4

8 Messages Page The messages page is where you check and manage your voic messages. The number of new messages will be displayed on the Messages button, in a red circle on the top right corner. Messages 1) Under the messages tab, you can view, manage, and listen to voic . You are able to filter the type of messages displayed by using the dropdown menu on the left of the page: New This section is your inbox. It contains messages you haven t yet saved or trashed. Saved This section contains messages you have received and saved for future reference. Trash This section contains messages you have deleted. Messages will remain here temporarily before being automatically and permanently deleted. 2) Each message appears as a line in the list. Each line contains the following: Message information: For each message, you can see the caller (both number and caller ID), the date and time of the call, and the duration of the message. Listen to a message: To play a voic , simply click the triangular Play button to the left of the message. Message options: Hover your mouse cursor over a message for additional options. You will see three buttons appear to the right: 3) Message options are listed below in order from left to right. o Download This button will download the message to your computer as a.wav file. 5

9 o Save This button will send the message to the Saved section, where it will remain for you to access later. o Delete This button will send the message to the Trash section temporarily, after which it will be automatically and permanently deleted. Settings Under the settings tab, you can customize your voic organization, your greeting, and your settings. 1) Inbox: These settings adjust voic playback when you check your voic from your phone: Sort voic inbox by latest first This will play your most recent voic first, followed by voic s that were left earlier.. Announce voic received time - This will announce the time that the voic was received before the message plays. 6

10 Announce incoming call ID This will announce the caller before the message plays. 2) Greetings: These settings allow you to easily record, manage, and listen to the various greetings played when callers reach your voic Voic Greeting is the message that callers will hear when they reach your voic . You can select one of your greetings from the dropdown. o To listen to your greeting, click the triangular button to the right of the dropdown. o To add a new greeting, click the speaker button to the right of the dropdown. This opens a dialog box. Click the Add Greeting button and you may now select whether to upload a file from your computer or record a new greeting by having the system call your extension. To upload a new greeting, select Upload and then click the Browse button and select the audio file. Now provide the greeting with a unique name by filling out the Greeting Name field. Next, click the Upload button, and click Add Greeting when done. To record a new greeting, select Record and then enter the phone number or extension where you wish to be called. Now provide the greeting with a unique name by filling out the Greeting Name field. Next, click the Call and Save button and follow the prompts to record a new greeting. Recorded Name is the name the caller will hear when reaching your voic box. o To listen to your name, simply click the triangular button to the right of Recorded Name. o To change the recorded name, click the speaker button to the right of Recorded Name. This opens a new window where you can select whether to upload a file from your computer or record a new name by having the system call your extension. To upload a new name, select Upload and then click the Browse button and select the audio file. Next, click the Upload button. To record a new name, select Record and then enter the phone number or extension where you wish to be called. Next, click the Call button and follow the prompts to record a new name. 3) Unified Messaging: These settings allow you to send your voic s to the address you have configured for your extension, either as a link or attached as a file. 7

11 To set your address, please see Profile Settings on page 12. Notification From the dropdown menu, select the format in which you wish to receive the voic Answering Rules Page o None You will not receive your voic s by . o Send w/ hyperlink Recommended. You will receive an with a link to listen to your voic online. You will need an internet connection to listen to it. o Send w/ brief hyperlink The same as above, but the is text-only. Good for checking from a phone. o Send w/ attachment You will receive an with your voic attached as a.wav file. Convenient for local, offline listening and storage, but uses more storage space in your . You also have the option of what to do with the voic in your NextLevel voic box: leave as new The voic remains in the New category (inbox) until you move it via the portal or the phone menu. You will continue to see the voic indicator on your phone until you do so. move to saved The voic is automatically sent the message to the Saved section, where it will remain for you to access later. move to trash The voic is sent to message to the Trash messages section temporarily, after which it will be automatically and permanently deleted. o Send w/ brief attachment The same as above, but the is text-only. The attachment is the same. You also have the same options for what to do with the voic . The answering rules page is where you can configure your user s forwarding rules. The options for forwarding are very customizable, allowing you to configure time frames, forward calls always or when you don t answer, forward to voic , ring multiple extensions, or simply enable do not disturb. 8

12 1) Default Answering Rule The default answering rule contains the Default setting for each of your answering rules. Please note that these settings that are active if you make no changes to your answering rules. This rule can be edited to your personal tastes, and will determine the default behavior of your extension. In addition to your default rule, you are able to add more rules in the future for specific purposes, such as business hours, holidays, vacations, or events. Please note that only one rule can be active at any given time. In order to change which rule is active, simply drag it to the top of the list by clicking on the arrow symbol to the left of the rule and dragging it. The rule that is currently in use will show Active next to its name. 2) Ring for # seconds This dropdown menu allows you to customize how many seconds your phone will ring before sending the call to voic or following a Call Forwarding/When unanswered rule. For reference, one standard ring is approximately 5 seconds. 3) Allow / Block The Allow / Block button will open a new menu that allows you to allow or block specific numbers. Please note that you must include the area code. To allow a specific number, enter it in the Allowed Numbers field and press the + button. To block a specific number, in the Blocked Numbers field and press the + button. To remove numbers from your allowed or blocked list, click the X button to the right of the number.- To block all calls from anonymous or unknown callers simply check the Block anonymous or unknown box. When you are finished click the Done button. 9

13 4) Add Rule To add a new answering rule, simply click the Add Rule button. This will open a new menu that allows you to customize your new rule with the following options: Time Frame Here you can select the time frame when this rule applies. Information on time frames can be found on page 9. Do not disturb This will enable do not disturb (DND) which will prevent you from receiving calls, which will be automatically sent to your voic . Call Filtering/Call screening This will prompt the call to record his/her name, you will be notified of the caller s name and will have the option to answer, send the call to voic or reject the call. Call Forwarding These options will forward the call to the destination you enter. It is possible to forward to multiple locations by entering them in order separated by spaces. o Always This will forward automatically, your phone will not ring. o When busy This will forward when your phone is busy. o When unanswered This will forward instead of going to your voic ; your phone rings until your timeout is reached and then the call is forwarded. o When offline This will forward when your phone is turned off or has no internet connection. Simultaneous ring This setting allows you to ring multiple phones at the same time when a call comes in. Any phone listed in the box below is included. o Include user s extension This setting rings the phone you are logged in as. o Ring all user s phones This setting rings all of the phones you own. Just ring user s extension This setting will limit ringing to the phone you are logged in as. 5) Edit Rule To edit an existing rule, hover your mouse over the rule itself and click the Edit button on the right side of the screen. This will open a new menu that allows you to customize the selected rule in the same way as when adding a new rule. 6) Delete Rule To delete an existing rule, hover your mouse over the rule and click the Delete button on the right side of the row. Then click Delete in the box that pops up. 10

14 Contacts Page The contacts page is where you can monitor, manage, and call your contacts. 1) Favorites Your favorite contacts will appear on your home screen so that you can easily call them or check their status. To set one of your contacts as a favorite, hover your mouse over the contact in question and press the star button to the right of the contact name. Any contact that is a favorite will have a golden star next to it. 2) Filter contacts To filter your contacts, select an option from the dropdown menu at the top left of the page. Only contacts that meet the selection criterion will be shown. 3) Search contacts To search your contact list, enter the name of extension of the contact into the text field on the top left of the page. Your contact page will be automatically filtered by what you enter. In order to remove the filter, simply remove the text from the field or press the Refresh button on the top right of the Contacts bar. 11

15 4) Add Contact In order to add a contact to your list, click the Add Contact button on the top right of the page. A new window will appear where you can enter the contacts information. When you are done, click Save. 5) Edit Contacts In order to edit an existing contact, hover your mouse over the contact in question and press the Edit button on the right. A window will appear allow you to change the contact s information. When you are done, click Save. 6) Import contacts If you would like to import contacts from another source (such as Microsoft Outlook, Google, or vcard), you can do so by clicking the Import button. A window will pop up where you can browse to select the file on your computer. When you are done, click the Import button. 7) Export contacts If you would like to export your contacts from the NextLevel User Portal for use in another program, click the Export button. A window will pop up where you can select which contacts to export and in which format (Microsoft Outlook, Google, or vcard). When you are done, click the Export button. 8) Contacts popout page At the bottom right of your screen you will see a black bar labeled Contacts. This can be expanded by clicking on the white arrow ^, or separated into its own window by clicking the right arrow >. Your contacts window will list your contacts as well as their current status in the circle to the left of the contact name, the options are explained below: Green Contact is available. Available means the contact is ready and able to receive calls. Red Contact is unavailable. Unavailable means either the contact is currently on the phone or has do not disturb (DND) enabled. Gray The contact is offline. Offline means the contact s phone is unplugged or has no internet connection. You can filter your contacts using the dropdown menu at the bottom of the Contacts window, the options explained below: All This will remove the filter on your contacts pop-up window, displaying all of your current contacts. Favorites This will filter your contacts pop-up window, displaying only your favorite (gold star) contacts. 12

16 Available This will filter your contacts pop-up window, displaying only your available (green) contacts. Busy This will filter your contacts pop-up window, displaying only your busy (red) contacts. Offline This will filter your contacts pop-up window, displaying only your offline (gray) contacts. Time Frames Page The time frames page is where you can configure times for your phone s answering rules, see page 7. You can set custom times when your phone will behave differently, such as during a holiday, vacation or after business hours. 1) Add Time Frame To add a time frame, click the Add Time Frame button on the top right corner of the page. A new window will appear where you can name and define the new time frames. For more information on the time frame options, see below: a) Always (or when no other rules applies) This time frame will function whenever a more specific time frame does not apply. You can think of this as the default time frame. b) Certain days of the week and times This time frame allows you to customize blocks of time for the week, for example Monday to Friday, 8:00 am to 5:00 pm. This is best used to create time frames for your work week and weekends. c) Specific dates or ranges This time frame allows you to customize specific dates, for example an entire week from January 1st to January 7th. This is best used to create time frames for your holidays. You will notice the + button to the right of the date ranges; this allows you to add multiple ranges for the time frame. Once you have named and created a desired time frame, it will not be put into use unless you apply it to one of your answering rules. For more information on answering rules, see page 7. 13

17 2) Edit Time Frames In order to edit an existing time frame, hover your mouse over the contact in question and press the Edit button on the right. A window will appear allow you to change the time frame s information. When you are done, click Save. Phones Page The phones page is where you can configure phones with your extension(s). If you have clones of your extensions, this is where you can assign them to physical phones or softphones. 1) Add Phone In order to add a phone, click the Add Phone button on the top right corner of the page. A new window will appear where you can enter a name for the phone and select the model. For more information on the phone options, see below: a) Model This is the model of your phone. If you are adding a softphone on your computer or smart phone, then select Manual or Softphone. If you are adding a physical phone, simply look on the back of the phone itself and find the phone label (usually near the barcode) which specifies the exact model. b) MAC Address This is the unique ID of your phone, meaning there is only one of this specific MAC address in existence. This is usually found on the phone itself, usually printed on a label on the back. A MAC address is a 12 digit series of letters and numbers. c) Line number on Phone This is the line on your phone where you wish to add your extension. Select the dropdown and choose the line number. This is usually line 1. 2) Edit Phones In order to edit an existing phone, hover your mouse over the contact in question and press the Edit button on the right. A window will appear where you can change the phone s information. When you are done, click Save. 14

18 Music On Hold Page The music on hold page is where you can upload and configure the sound files that will play when you put someone on hold. Please be aware that you must have the rights to any music files you upload. NextLevel will not be responsible for any violations of this policy. 1) Add Music In order to add a phone, click the Add Music button on the top right corner of the page. A new window will appear where you can browse your computer for the music file. The compatible file formats are.wav and.mp3. Once you are done uploading and naming the file, click Upload. 2) Settings (Introductory greeting) An introductory greeting is an audio file that plays once, before the rest of your music on hold. This is useful for advertisements. In order to set up an introductory greeting, click the Settings button. A window will pop up where you can check Play introductory greetingand select the method to add the new greeting: To upload a new greeting, select Upload and then click the Browse button and select the audio file. Now provide the greeting with a unique name by filling out the Greeting Name field. Once selected and named, click the Save button. To record a new greeting, select Record and then enter the phone number or extension where you wish to be called. Now provide the greeting with a unique name by filling out the Greeting Name field. Once entered and named, click the Save button. Answer the call and follow the prompts to record your greeting. To deactivate your introductory greeting, uncheck Play introductory greeting and click the Save button. 3) Managing Music Each song appears as a line in the list. Each line contains the following: a) Song information: For each song, you can see the name you gave it, the duration, and the size of the file. 15

19 b) Listen to a song: To play a song, simply click the triangular Play button to the left of the line. c) Song options: Hover your mouse cursor over a song for additional options. You will see three buttons appear to the right: o Download This button will download the song to your computer as a.wav file. o Edit name This button will pop up a window where you can change the displayed name of the song. o Delete This button will remove the song completely. It cannot be recovered. d) To change the order in which the songs play, drag the arrow icons on the left of the line up or down. The files will play in order, starting from the top, then repeat, starting from the top again. (If you have an introductory greeting uploaded, it will only place play once, when the caller is first put on hold.) Call History Page The call history page is where you can view all calls to and from your extension. The calls are listed in chronological order, with the most recent near the top. You can change the number of calls displayed on the page by selecting a new size (25, 50, 100). 16

20 1) Filter By default, call history displays all calls to and from your phone in the last three days. If you would like to find a specific call or set of calls, you can easily filter your call history for calls of a certain description. Click on the Filters button and a window will appear that allows you to configure the following filter settings: Date Range This setting allows you to set a range of dates, and all calls within that period will be displayed. The current date range is displayed next to the Filters button on the call history page. Dialed Number This setting allows you to filter by the number the caller dialed, and all calls to that number will be displayed. Call Type This setting allows you to filter by the type of call: 2) Export o Inbound This includes all calls to your phone. o Outbound This includes all calls from your phone. o Missed This includes all calls to your phone that were not picked up. You can easily export your call history for reference or to manipulate the call data. To export your call history, first set the filters as described above. Next, click the Export button. A window will pop up where you can select whether to Open or Save the file. The file will be in.csv format, which you can open with Excel. It will contain only the calls that are matched by your current filter. Profile Settings To change your account settings, click the Profile link at the top of the page. A new window will appear where you can change the following user settings: 17

21 18

22 1) Profile First Name Your real first name. Last Name Your real last name. Login Name This cannot be changed. Timezone The time zone that you are in. This affects times that are displayed, for example in time frames and call history. Address(es) Voic s will be sent to this address, if enabled. To change voic -to- settings, see Unified Messaging on page 6. Directory Options o Announce in Audio Directory This sets whether callers can reach your extension from the phone menu by entering the first digits of your last name. o List in Directory This sets w page. hether other users can see your extension in the contacts 2) Caller ID Information Area Code The area code that will be assumed when you dial a seven-digit number. Caller ID The number that people will see when you call them. 3) Change Password Your Password (or PIN) is used to log in to the portal and to check your voic from your phone. To change it, enter your new password in both the New Password and Confirm New Password fields. Your password must contain only numbers and be at least five digits long. If you do not wish to change your password, leave these fields blank. Once you have made the desired changes, click Save. Signing out of the Portal To sign out of the NextLevel Voice portal, click the Sign Out link at the top right of the page. Be sure to sign out of the portal when you are done to prevent unauthorized access to your account. 19

23 Chapter 3 NextLevel Voice Phone Menu Setting Up Your Account If have not set up your account using the NextLevel User Portal, you can do so for the first time from your VoIP phone or another VoIP phone within your network.. There are three steps to the initial configuration of your account: 1. Record your name. 2. Change your password. 3. Record at least one greeting. Your password (or PIN) is the code you will use to access both your voic and the password you use when logging into the NextLevel User Portal. In order to set up your account using your NextLevel phone follow the instructions below: If you are using your own extension: 1. Press the Messages or Voic key on your phone or dial When prompted, enter your password followed by the # key. 3. If this is your first time checking your voic , you will be prompted to record your name. When you are finished, press the # key. If you are at someone else s extension: 1. Dial When prompted, enter your extension number followed by the # key. 3. When prompted, enter your password followed by the # key. 4. If this is your first time checking your voic , you will be prompted to record your name. When you are finished, press the # key. 20

24 N E X T L E V E L V O I C E P H O N E M E N U To Change Your Password: 1. Press 5 on your phone to enter the Options Menu. 2. Press 1 to change your password and then follow the audio instructions to enter your new password followed by the # key. Passwords must be at least five digits long. To Change Your Greeting: 1. While in the Options Menu, press 2 and then follow the audio instructions to enter your new password followed by the # key. Passwords must be at least five digits long. To Change Your Greeting: 1. Press # to go back to the Main Menu. 2. Press 6 to enter the Greetings Menu. 3. Press 1 and follow the audio instructions to record a greeting. 4. Press 3 to set the greeting as your default greeting. Placing Calls Please refer to your phone vendor s manual for instructions on how to use the various features specific to your phone model. Dialing Internal Extensions Internal extensions are usually four digits long and can be reached by simply dialing them. All users on your system, regardless of their location, can be reached through their four-digit extension. Retrieving Voic Your voic is accessible from any phone or through the web portal. For instructions on using the portal, refer to Chapter 2. From your VoIP phone: 1. Press the Messages or Voic key on your phone, or dial When prompted, enter your password. From another VoIP phone on your network: 1. Dial When prompted, enter your extension number followed by the # key. 21

25 N E X T L E V E L V O I C E P H O N E M E N U 3. When prompted, enter your password followed by the # key. From an outside phone: 1. Dial your phone number. 2. Wait for your extension to go to voic . 3. When your voic message plays, press *. 4. When prompted for your password, enter it followed by the # key. Voic Menu Once you have accessed your voic , the voic menu gives you access to your voic and a variety of configuration options that allow you to customize the way your account behaves. You may want to reference the following diagram to navigate the menu more easily. 22

26 N E X T L E V E L V O I C E P H O N E M E N U Voic Menu Tree Reference Diagram Voice Mail Menu Tree Voice Mail 1 New Messages 2 Saved Messages 3 Send Message 4 Set Call Forwarding 5 Account Settings 6 Greetings (see note 4) 7 Deleted Messages From any menu 1 Save During Message Playback 1 To Mailbox (see note 3) 1 Set Password 1 Record Greeting 1 Copy to Saved Messages * Previous Menu 2 Replay 3 Forward to User 4 Delete 5 Skip 7 Rewind 8 Pause/ Resume 9 Fast Forward 2 Alternate Device 3 Enable/Disable Call Fowarding 4 Forward to Here (see note 5) 2 Record Name 3 Enable/Disable Notifications 2 Review Greeting 3 Select Greeting 2 Replay 5 Skip # Done with Current Action 5 Skip 6 Reply (see note 1) 7 Rewind 8 Pause/Resume 1 To Individuals (see note 2) 2 To All 3 To Defined Groups Note 1: You can only reply to a local extension. Note 2: Each user extension entered is delimited by the # sign. Note 3: Same as the do not disturb feature (DnD). Note 4: You can record up to six greetings per user. Note 5: Forward all calls to the phone number you care calling from. 9 Fast Forward 23

27 N E X T L E V E L V O I C E E A D D E N D U M Chapter 4 Addendum Enhanced 911 Services NextLevel Voice provides limited emergency 911 services to your VoIP phones. Please read the following information so you are aware of the limitations of your 911 service: 1. NextLevelVoice 911 SERVICES MAY NOT OPERATE DURING A POWER OUTAGE. In the event of a power outage, your phones and networking equipment may lose power causing a loss of voice and data, including access to 911 services. Once power has been restored, you may be required to reset or reconfigure your equipment before you will be able to use NextLevelVoice to contact 911 services. You are responsible for providing an uninterruptible backup power supply if you wish to ensure continued operation of electrical equipment in the event of a power outage. 2. NextLevel Voice 911 SERVICES WILL NOT OPERATE IF YOUR BROADBAND CONNECTION IS DISRUPTED OR YOUR SERVICE HAS BEEN SUSPENDED FOR ANY REASON, INCLUDING, FOR EXAMPLE, NON-PAYMENT. Once your broadband connection has been restored, you may be required to reset or reconfigure your equipment before you will be able to use NextLevel Voice to contact 911 services. 3. YOU MUST PROVIDE NextLevel Voice WITH YOUR CORRECT SERVICE ADDRESS OR 911 CALLS MADE OVER NextLevelVoice SERVICES MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU. If you notice that the service address information identified in your contract or bill is inaccurate, you can make corrections by calling NextLevel Voice support at , Monday through Friday, during the hours of 8am to 6pm PDT CALLS MADE OVER NextLevel Voice SERVICES MAY NOT COMPLETE OR MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU IF YOU DISABLE, DAMAGE, OR MOVE YOUR VOIP PHONE TO A LOCATION OTHER THAN THE ONE PROVIDED WHEN SERVICE WAS INITIATED. If you wish to move to a new service address or report damage to your VoIP equipment, please call either your sales representative or NextLevel Voice support at , Monday through Friday, during the hours of 8am to 6pm PDT. 24

28 A D D E N D U M CALLS MADE OVER NextLevel Voice SERVICES MAY BE DELAYED OR DROPPED DUE TO NETWORK ARCHITECTURE. Due to network congestion or problems, calls to 911 services made using your NextLevel Voice service may be dropped, in which case you will not be connected to emergency services, or your 911 calls may take longer to connect than 911 calls made using traditional telephone services. IN ADDITION, NextLevel Voice RECOMMENDS THAT YOU MAINTAIN AN ALTERNATE MEANS OF CONTACTING 911 SERVICES IN THE EVENT OF AN EMERGENCY. You will receive from NextLevel Voice a set of stickers explaining when 911 service may not be available. Please place the stickers on or near the equipment you use to access NextLevel Voice services to alert users of alternate means of contacting 911 in the event of an emergency. If you need additional stickers, please contact NextLevel Voice support at , Monday through Friday, during the hours of 8am to 6pm PDT. 25

29 N E X T L E V E L V O I C E T R O U B L E S H O O T I N G Chapter 5 Troubleshooting First Steps If you are experiencing trouble using your VoIP phone, please refer to the following basic troubleshooting steps before contacting NextLevel Voice support: 1. Check to make sure that your VoIP phone has power and network connectivity. Are all the cables plugged firmly into the back of the phone? Are the lights on the phone lighting up? Is the screen displaying an error message? 2. Find out if anyone else in your office is experiencing trouble with their VoIP phone. 3. Check to make sure that your broadband Internet connection is up and working correctly. Can you access websites on your computer? Are any other network or internet resources malfunctioning? 4. If your network has a firewall, verify that it is functioning correctly. You may want to ask your IT staff about this. Frequently Asked Questions Q: I m experiencing a problem with my NextLevel Voice service. Who can I contact for support? A: Please direct all NextLevel Voice issues first to your company s Single Point of Contact. Your company s Single Point of Contact is the only person on your account who is authorized to contact NextLevel Voice for support issues. 26

30 N E X T L E V E L V O I C E T R O U B L E S H O O T I N G Q: Will my fax machine, postage meter, teletype terminal or other data device work with NextLevel Voice? A: While there are data devices that may function over the NextLevel Voice system, NextLevel Voice does not officially support anything other than voice traffic over its service. Q: Puppies? A: No; kittens. Q: Will my VoIP phone work during a power outage? A: Your VoIP phone requires both your broadband Internet connection and power to function. In order to have NextLevel Voice service during a power outage, you will need to ensure that your phone and networking equipment have a backup power source. Q: If I turn on forwarding for my account through the web interface and also on my phone, which setting has precedence? A: The forwarding option you configure through the web interface will take precedence over forwarding done directly on your VoIP phone. Q: I m using my phone on a non-nextlevel Internet broadband connection and experiencing call quality issues. What can I do? A: If you are not on a NextLevel Internet broadband connection you will need to contact your Internet service provider for any connectivity issues. Q: How do I enable or disable the do-not-disturb feature on my phone? Q: How do I reboot my phone? Q: How do I put a call on hold? Q: How do I transfer a call? Q: How do I set up a three-way call? 27

31 N E X T L E V E L V O I C E T R O U B L E S H O O T I N G Q: How can I change my phone s settings? A: Please refer to your phone s documentation for instructions on how to configure it. 28

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