Telego User Guide. August 2011 Issue 1. Software Release 1.2

Transcription

1 Telego User Guide August 2011 Issue 1 Software Release 1.2

2 Copyright, Trademarks, and Legal Disclaimers 2011 Telego Telego, the names of Telego products, and Telego logos are trademarks owned by Telego. All other product names and names of enterprises are the property of their respective owners. Telego reserves the right to revise and change this document at any time, without being obliged to announce such revisions or changes beforehand or after the fact. Texts, images, and illustrations and their arrangement in this document are subject to the protection of copyrights and other legal rights worldwide. Their use, reproduction, and transmittal to third parties without express written permission may result in legal proceedings in the criminal courts as well as civil courts. When this document is made available on Telego's web page, Telego gives its permission to download and print copies of its content for the intended purpose of using it as a manual. No parts of this document may be altered, modified, or used for commercial purposes without the express written consent of Telego Although due care has been taken in the compilation and presentation of the information in this document, the data upon which it is based may have changed in the meantime. Telego, therefore, disclaims all warranties and liability for the accurateness, completeness, and currentness of the information published, except in the case of intention or gross negligence on the part of snom or where liability arises due to binding legal provisions. Telego, Release 1.2

3 Table of Contents Chapter 1. Overview Revision History Audience Document Organization Chapter 2. Using the Polycom Phone Phone Tour Customizing Your Phone Adjusting the Time and Date Adjusting the Display Contrast... 8 Setting the Headset Memory Mode Changing the Incoming Ring Tone Adjusting the Call Volume Adjusting the Ringer Volume Muting the Microphone Placing a Call Using the Handset: Using Hands-Free Speakerphone Mode: Using the Headset Answering a Call Answering When Not in Another Call Answering When in Another Call Ending a Call Redialing a Number Redialing the Last Dialed Call Redialing a Previously Dialed Call Putting a Call on Hold Holding a Single Call Holding Multiple Calls on a Single Line Key Holding Calls on Multiple Line Keys Using the Phone Directory Searching for a Contact Conferencing Setting up a Conference (when not in an active call) Setting up a Conference (when in an active call) Issue 1, October 2011 iii

4 Telego PBX User Guide, Release 1.2 Ending a Conference Transferring Calls Consultative Transfer Blind Transfer Attended Transfer Forwarding Calls Static Forwarding Dynamic Forwarding Forward a Call Directly to Someone s Voic Enabling Do Not Disturb A Single Line Multiple Lines Instant and Text Messaging Instant Messaging From the User Portal Text Messaging From the Phone Multiple Lines Multiple Call Appearances Managing Incoming Calls Distinguishing Calls Rejecting Calls Diverting Calls Call Lists Chapter 3. Using Star Codes Overview What are Star Codes? Basic Star Codes Redial a Number (*66) Call Return (*69) Intercom (*90) Transferring Calls Transfer Calls Transfer a Call Directly to Someone's Voic Call Park (*85) and Call Park Retrieve (*86) Call Pickup (*87) Conferencing Conference (*53) Anonymous Calls Block Your Caller-ID (*67) Issue 1, October 2011 iv

5 Table of Contents Reject Anonymous Calls (*88) Forwarding Calls Hot Desking (*70) Call Forward All Calls (*71/*72) Call Forward on Busy (*73/*74) Call Forward on No Answer (*75/*76) Set "Do Not Disturb" (*78) Forward Calls to Domain Account (*80) Call Center Features Agent Log in/log out (*64/*65) Call Barge-In (*81) Call Teach Mode (*82) Call Listen-In (*83) Miscellaneous Show Account Balance (*61) Wakeup Call (*62) Request Call Details (*63) Clean up an Extension (*84) Add Contact to White List (*91) Add Contact to Black List (*92) Record Phone Calls (*93/*94) Chapter 4. Using the Web Interface Overview Logging in Configuring Your Settings General Settings Redirection Settings Mailbox Settings Settings Buttons Instant Message Call Lists and Address Book Listen to Your Messages View Missed Calls View the Call Log Personal Address Book Domain Address Book Checking the Status of Your Extension Issue 1, October 2011 v

6 Telego PBX User Guide, Release 1.2 Chapter 5. Voic System Overview Setting up Your Voic Account Change Your PIN Record Your Name Record a Personal Welcome Message Listening to Your Messages From Your Phone From Your Cell Phone From an Outside Phone...78 From the Web Interface Forwarding a Message Leaving Voic Messages Composing a New Message Recording Personal Greetings Hearing Your Personal Greetings Advanced Features Send a Voic Message Without Ringing Extension(s) Transfer a Call Directly to Someone s Voic Listen to Voic on Cell Phone Receive Voic s on Account Voic Notification Via Via Cell Phone Voic Feature Codes Send Voic to Account (*95/*96) Go to Voic (*97) Go to Group Mail (*97) Set up Your Voic Box (*97) Clear Message Waiting Indicator (*99) Chapter 6. Cell Phones Overview Cost Savings Callback Calling Card Account Configuring Your Cell Phone Add a Cell Phone to Your Account Issue 1, October 2011 vi

7 Table of Contents Safeguard Against Loss-of-Signal Events Set Time-of-Day and Holiday Routing Ring My Cell Phone When Voic Arrives Feature Codes Retrieve Call From Cell Phone (*51) Move Current Call to Cell Phone (*52) Bring an Unscheduled Party into a Scheduled Conference (*53) Call Cell Phone of the Extension (*00) Personal Virtual Assistant Chapter 7. Faxing Installing vfax Client Logging In Sending a Quick Fax (No Cover Page) Sending a Custom Fax Contacts List Changing Your Company Header Support Glossary of Terms and Abbreviations Index Issue 1, October 2011 vii

8 Telego PBX User Guide, Release 1.2 Issue 1, October 2011 viii

9 Chapter 1 Overview The Telego PBX User Guide introduces you to your new Telego Communications phone system. The components discussed in this guide are as follows: Polycom 550 IP phone The Telego phone system has many additional features over a traditional phone system. Telego Communications web interface The web-based user interface (UI) allows you to manage the features and settings of your Telego phone system. Virtual Network Fax The vfax allows you to send and receive faxes from your computer. Revision History This is the first issue of the Telego PBX User Guide. Document Issue Date Reason for Issue Issue 1 August 2011 New for Release 1.2 of the Telego Communications System Audience This guide is intended for anyone new to using a TeleGo Communications System. Document Organization This document is organized according to the following chapters: Chapter Topic Chapter 1, Introduction Introduces you to the system and provides login information. Chapter 2, Using the Polycom Shows you how to use Polycom phones. Phone Chapter 3, Star Codes Provides an overview of Telego s star codes. Chapter 4, The Web Interface Shows you how to configure your account from the Telego web interface. Issue 1, October

10 Telego PBX User Guide, Release 1.2 Chapter Chapter 5, The Voic System Chapter 6, Cell Phones Chapter 7, Faxing Glossary Index Topic Shows you how to navigate and use the voic system. Shows you how to add a cell phone to your account and configure its settings. Shows you how to send and receive faxes from your computer using vfax. Lists terms and abbreviations that are used throughout this guide Allows you to navigate the tasks and topics that are mentioned throughout this guide. (All tasks and terms have been hyperlinked.) Issue 1, October

11 Chapter 2 Chapter 2 Using the Polycom Phone This chapter provides an overview of the Polycom 550 IP phone. It shows you how to use both the basic features and the advanced features of this phone, as well as how to customize the phone. Phone Tour The Polycom 550 IP phone has two types of keys: Hard keys and soft keys. Throughout this manual, these keys are referred to as keys and soft keys, respectively. Key An actual key or button on the phone. The following image displays many of these keys: Soft key A key selection that appears on the phone display. Soft keys can be operated by pressing an actual key below the soft key, but their name will appear only in the phone display. In the image shown below, Exit is a soft key and is shown in the phone display: Issue 1, October

12 Telego PBX User Guide, Release 1.2 These keys and other phone features are detailed below (Table 2-1 describes each key). Table 2-1. Polycom IP 550 Phone Features Key Description 1. Message waiting indicator Alerts you to incoming calls, new messages, and other events 2. Display control keys,,, and allow you to scroll through displayed information. Use Use to select a field of displayed data. to delete displayed data. Issue 1, October

13 Phone Using Tour the Polycom Phone Key 3. Feature keys Directories Applications Description Access local directories and call lists. Access special applications (contact system administrator). Conference Transfer Redial Menu features. Messages Set up a local conference. Transfer current call to third party. Dial most recently dialed party. Access local (your phone) and global (your organization) Receive text and voice messages. Do Not Disturb Cancel ringing and direct incoming calls to your voic Mute audio transmission locally during calls. 4. Microphone mute Allows you to place and receive calls through an optionally connected headset. 5. Headset 6. Hands-free microphone Place your phone on a hard, flat surface for best results. Allows for hands-free communication during calls. 7. Speakerphone 8. Volume keys - + Use these to adjust the volume of the handset, headset, speaker, and ringer. 9. Dial pad These 12 keys provide the 10 digits, the 26 alphabetic characters, and special characters available in context-sensitive applications. 10. Soft keys The screen will display labels for these keys, to identify their contextsensitive functions. Holds an active call or resumes a held call. Hold 11. Hold 12. Speaker For ringer and hands-free audio output. 13. Hook switch Holds the phone in place. 14. Line/speed dial key Use these keys to activate up to four lines or speed dials that can be assigned to your phone. 15. Line indicators Individual multi-color LEDs display the dynamic call state and remote user status (busy lamp field [BLF] and presence). The mapping is: Solid green Active call is in progress. Fast flashing green An incoming (ringing) call. Flashing red The call is on hold. Solid red Line is busy remotely (shared lines). Issue 1, October

14 Telego PBX User Guide, Release 1.2 Key Description 16. Line keys Use these keys to activate up to four lines or speed dials that can be assigned to your phone. The associated icons represent: Registered line Registered shared line Unregistered line Voic /Messages Speed-Dial Ringing Call if progress with HD Voice Call Forward Do Not Disturb Conference Presence/BLF 17. Soft keys The screen will display labels for these keys, to identify their contextsensitive functions. 18. Graphic Display Shows information about calls, messages, soft keys, time, date, and other relevant data. Caller display information first party, second party, number of calls Information display line (in order of precedence, from highest to lowest) Popup text (like network errors) Missed call text or second incoming caller display Do Not Disturb text Prompt text (e.g., Enter number ) Time and date text (if idle display is not used for time/date display) Issue 1, October

15 Customizing Using the Polycom Your Phone Phone Customizing Your Phone This section shows you how to customize the following settings: Time and date Display contrast Headset Memory Mode Ring type Microphone Volume settings Adjusting the Time and Date The default format of the time and date format appears in the following figure: Note: If the phone cannot obtain a time and date from the call server, the display will flash. If this occurs or if the time or date is incorrect, contact your system administrator. To disable the time and date: 1. Press the Menu key. 2. Select Settings > Basic > Preferences > Time and Date > Disable. To change the format of the time or date: 1. Press the Menu key. 2. Select Settings > Basic > Preferences > Time and Date. 3. Select from Clock Date, Clock Time, and Clock Order. 4. Scroll through the options under each selection using the and keys. 5. Press the Select soft key to confirm your choice. Issue 1, October

16 Telego PBX User Guide, Release To make changes to other date/time settings, press Back, or to return to the idle screen, press the Menu key. Adjusting the Display Contrast To adjust the display contrast, complete the following steps: 1. Press the Menu key. 2. Select Settings > Basic > Contrast. 3. Press the Up or Down soft keys to increase or decrease the display contrast. Note: You can also use the volume keys to increase or decrease the display contrast. 4. Press the Ok or Cancel soft key to accept or cancel changes. 5. Press the Menu key to return to the idle display. Setting the Headset Memory Mode This feature is especially useful for permanent or full-time headset users. To permanently enable the Headset Memory Mode: 1. Press the Menu key. 2. Select Settings > Basic > Preferences > Headset > Headset Memory. 3. Use the and keys to scroll down to Enabled. 4. Press the Select soft key. 5. Press the Menu key or the Exit soft key to return to the idle display. Issue 1, October

17 Customizing Using the Polycom Your Phone Phone To activate Headset Memory Mode: Press twice. The headset key (bottom right of phone) or the headset icon (on the display) will flash. To place a call in Headset Memory Mode: 1. Activate headset mode if it s not already activated. 2. Press either the headset key, the New Call soft key, or the key. To receive a call in Headset Memory Mode: 1. If headset mode is already activated, just press the Answer soft key. 2. If headset mode is not activated, just press the headset icon. Changing the Incoming Ring Tone 1. Press the Menu key. 2. Select Settings > Basic > Ring Type. 3. If multiple lines are configured on your phone, first select the line to change from the list using the and keys. 4. Using the and keys, select the desired ring type. 5. Press the Play soft key to hear the selected ring type. 6. Press the Menu key to return to the idle display. Adjusting the Call Volume During a call, press - +. The system automatically saves and remembers your last settings. Note: After each call, handset and headset volume will return to a preset level, but the configuration can be changed by your system administrator. Speakerphone volume settings will be maintained across calls. Adjusting the Ringer Volume Press - +. The system automatically saves and remembers your last settings. Issue 1, October

18 Telego PBX User Guide, Release 1.2 Muting the Microphone During a call, press. The key lights up, indicating that the other party (or parties) cannot hear you. Microphone Mute applies to all modes: Handset, Headset, and Hands-free Speakerphone. You can still hear all other parties while mute is enabled. To turn off Microphone Mute, press again. Placing a Call Using the Handset: 1. Pick up the handset. 2. Dial the desired number. Using Hands-Free Speakerphone Mode: 1. With the handset on-hook, press or the New Call soft key to obtain dial tone. 2. Dial the number. OR 1. With the handset on-hook, dial the desired number using the dial pad Using the Headset 2. Press or the Dial soft key. 1. With the optional headset connected, press or the New Call soft key to obtain dial tone. 2. Press. 3. Dial the desired number using the dial pad. OR 1. With the optional headset connected, dial the desired number using the dial pad. Issue 1, October

19 Answering Using the Polycom a Call Phone 2. Press. To permanently enable your headset, refer to Setting the Headset Memory Mode. Answering a Call When you are not in another call, you can answer a call using three different methods: Using the handset Using the speakerphone Using the headset Note: If your phone is configured for multiple line keys per line (as shown below), refer to the section on Multiple Call Appearances for instructions on how to answer a call. A single line key is shown below: Answering When Not in Another Call In all cases, the active call will appear on the graphic display showing call duration and destination. To answer a call using the handset: Pick up the handset. Issue 1, October

20 Telego PBX User Guide, Release 1.2 To answer a call using Hands-Free Speakerphone mode: Do one of the following steps: Press With the handset on-hook, press opposite the incoming call (where the line status indicator is flashing green). Press the Answer soft key. To answer a call using the headset: Press to answer the call through an optionally connected headset. If Headset Memory Mode is activated, press or the Answer soft key. Answering When in Another Call You are busy on an active call and a second incoming call arrives on the same phone number. If your phone is configured for a single Line Key per line: The second call will cause a call waiting tone to be played, the secondbline status indicator is fast flashing green, and an incoming call icon appears. Caller information for the incoming call appears on the graphic display. If your phone is configured for multiple Line Keys per line: The second call will cause a call waiting tone to be played, the second Line Key indicator to fast flash green, and an incoming call icon appears. Caller information for the second Line Key appears on the bottom line of the graphic display. If your phone is configured for shared lines: The second call will cause a call waiting tone to be played, the second Line Key indicator to fast flash green, and an incoming call icon appears on the second Line Key. Issue 1, October

21 Answering Using the Polycom a Call Phone Note: If your phone is also configured for shared lines, the Reject soft-key is replaced by a Silence soft key and there is no the Forward soft-key. Pressing the Silence soft key will stop the ringing for that call. To answer an incoming call on a line configured for a single line key: Do one of the following steps: Press or the Hold soft key to put the original call on hold. Press to access the new call. Soft key labels are updated on the display showing Answer, Reject, and Forward. Answer the incoming call. This places the original call on hold and refreshes the soft key labels. Note: Incoming calls may be forwarded by pressing the Forward soft key. To answer an incoming call on a line configured for multiple Line Keys: Do one of the following steps: Answer the call by pressing associated with the second incoming call. The first call is put on hold and the second call is answered. Press or the Hold soft key to put the original call on hold. Soft key labels are updated on the display showing Answer, Reject, and Forward. Answer the incoming call. This places the original call on hold and refreshes the soft key labels. Note: Incoming calls may be forwarded by pressing the Forward soft key. To answer an incoming call on a shared line: Answer the incoming call. Press or the Hold soft key. Anyone on another phone configured to use the same shared line may take the call by selecting the Line Key associated with the on-hold call (represented by a flashing red LED). Issue 1, October

22 Telego PBX User Guide, Release 1.2 Ending a Call To end a call, do one of the following: Press the End Call soft key. Replace the handset. Press if in hands-free speakerphone mode or if in headset mode. Redialing a Number Redialing the Last Dialed Call 1. Press the Redial key. A call to your last placed call is attempted. Redialing a Previously Dialed Call 1. Press from the idle display to access the list of placed calls. 2. Scroll through the list to find the specific call. OR 3. Press the Dial soft key. 1. Press Directories and select Call Lists > Placed Calls. 2. Scroll through the list to find the specific call. Issue 1, October

23 Putting Using the a Call Polycom on Hold Phone 3. Press the Dial soft key. Note: These steps also apply to the Missed Call and Received Call lists. Putting a Call on Hold Holding a Single Call Important: Avoid putting a conference call on hold because the Hold feature typically generates music or a beeping tone. 1. During a call, press the Hold key or the Hold soft key. Hold will be indicated on the graphic display. 2. Press the Hold key again or the Resume soft key to retrieve the call. Holding Multiple Calls on a Single Line Key If multiple calls are on hold on a single line key: Issue 1, October

24 Telego PBX User Guide, Release Use the and keys to switch between the calls. 2. Press the Resume soft key to retrieve the desired call. If more than two calls are on hold on a single line key, an indication appears on the graphic display, for example 2/3 indicating that this is the second call out of three calls. Holding Calls on Multiple Line Keys If calls are on hold on more than one line key, the details of the calls on any line key can be viewed by pressing that line key and holding it down for a more than two seconds. If a Line Key is depressed for less than a second, the first call on hold on that Line Key will be retrieved. Using the Phone Directory To place a call using your phone s directory, complete the following steps: 1. Press Directories. 2. Select Contact Directory. 3. Use the and keys to find the contact. 4. Press the Dial soft key. The directory cannot be modified from the phone itself. Modifications and additions must be made from the web interface (see personal address book). Searching for a Contact To search for a particular contact: Issue 1, October

25 Conferencing Using the Polycom Phone 1. Press the Directories key. 2. Select Contact Directory. 3. Press the More soft key, and then the Search soft key. 4. Using the dial pad, enter the first few characters of the contact s first or last name. 5. Press the Search soft key again to search for the contact. You can dial any successful matches from the resulting information on the graphic display. Conferencing Setting up a Conference (when not in an active call) 1. Call the first party. Note: You can either dial the phone number directly or search for the number in the Contact Directory or Call Lists. 2. Press the Conference key or the Confrnc soft key to create a new call. The active call is placed on hold. Issue 1, October

26 Telego PBX User Guide, Release Call the second party. 4. When the second party answers, press the Conference key or the Confrnc soft key again to join all parties in the conference. Splitting a Conference Call Press the Split soft key to split the conference. Both parties will be on hold. Setting up a Conference (when in an active call) With one call on hold and the other in an active call, do the following: 1. Press the More soft key. 2. Press the Join soft key. A conference is created with the active call, the call on hold and yourself. OR If you have more than one call on hold, press the and keys to switch to one of the calls on hold: 1. Press the Resume soft key. 2. Press the More soft key. 3. Press the Join soft key. A conference is created with the active call, the call on hold, and yourself. Issue 1, October

27 Transferring Using the Polycom Calls Phone Ending a Conference Press the End Call soft key or hang up. The other parties will continue to be connected. Transferring Calls You can transfer a call using three different methods: consultative transfer, blind transfer, and attended transfer. Consultative Transfer The consultative transfer allows you to consult with the party who is receiving the transferred call before you actually transfer the call. 1. During a call, press the Transfer key or the Trnsfer soft key. The active call is placed on hold. 2. Do one of the following steps: Enter the number to which you want to transfer the call. Directories Press the key, select Contact Directory, use the and keys to access the number, and then press the Dial soft key. Directories Press the key, select Call Lists, select the appropriate list, use the and keys to access the number, and then select the Dial soft key. Press,, or to access the desired call list, use the and keys to access the number, and then select the Dial soft key. Issue 1, October

28 Telego PBX User Guide, Release As soon as the ringback sound is heard or after the party answers, press the or the Trnsfer soft key to complete the transfer. Transfer key Blind Transfer You can talk privately to the party to which you are transferring the call before the transfer is completed. If you are using a handset, the transfer can be completed by putting the handset on the cradle. To cancel the transfer before the call connects, press the Cancel soft key. With a blind transfer, the call is automatically transferred after you dial the number of the receiving party. 1. During a call, press the 2. Press the Blind soft key. Transfer key or the Trnsfer soft key. 3. Do one of the following steps to transfer the call: Enter the number where the call will be transferred. Press the Directories key, select Contact Directory, use the and keys to ac- Issue 1, October

29 Forwarding Using the Polycom Calls Phone cess the number, and then select the Dial soft key. Press the Directories key, select Call Lists, select the appropriate list, use the and keys to access the number, and then select the Dial soft key. At this point, the call will be connected to the new number. Attended Transfer With the attended transfer, the parties are automatically connected to each other after you exit the conference. 1. Set up a conference call (see Setting up a Conference). 2. Press the End Call soft key or hang up. The parties will continue to be connected. Forwarding Calls You can forward calls using two methods: (1) static forwarding (all incoming calls will be forwarded to another party or (2) dynamic forwarding (a single call chosen at random will be forwarded to another destination). All incoming calls can be forwarded to another party while Do Not Disturb is enabled on your phone. Note: Call Forwarding is not available on shared lines. Static Forwarding To enable call forwarding to another party: 1. Do one of the following steps: Press the Menu key and select Features > Forward... Press the Forward soft key from the idle display. Issue 1, October

30 Telego PBX User Guide, Release If multiple lines are configured on your phone, select the line to forward from the list using use the and keys. 3. Enter a number to forward all future incoming calls to. 4. Press the Enable soft key to confirm call forwarding. The idle display returns with a moving arrow as the line label to confirm that call forwarding is enabled. Tip Call forwarding call also be configured from the user portal (see Redirection Settings). To disable call forwarding 1. Do one of the following steps: Press Menu and select Features > Forward... Press the Forward soft key from the idle display. 2. If multiple lines are configured on your phone, select the line to forward from the list using the and keys. 3. Press the Disable soft key to turn off call forwarding. The idle display returns and the regular icon appears as the line indicator. Tip If you have set call forwarding using the user portal (see Redirection Settings), you must disable call forwarding from the user portal. Dynamic Forwarding To forward an incoming call to another party: 1. With the phone ringing, press the Forward soft key. 2. Enter a number to forward the incoming call to. 3. Press the Enable soft key. The incoming call is forwarded to the other party. If call forwarding is disabled, future calls will not be forwarded and forwarding will remain disabled. Forward a Call Directly to Someone s Voic If your system administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can blindly transfer a call to someone else s voic . The default for direct dial is 8. If you are unable to use this default, see your administrator. Issue 1, October

31 Enabling Using the Do Polycom Not Disturb Phone 1. Put the call on hold using the Hold key on your telephone keypad. 2. Press the Transfer key or the Trnsfer soft key. 3. Press the Blind soft key. 4. Enter the mailbox prefix key. 5. Enter the extension number. 6. Press the Dial soft key. Example: Hold Transfer * The caller will be transferred to the extension s voic . Because the caller will bypass the voic timeout, the caller will not hear any ringing. Dial Enabling Do Not Disturb A Single Line Do Not Disturb to Press prevent the phone from ringing on incoming calls. A flashing icon and text on the graphic display indicates that Do Not Disturb is on. Calls that are received while Do Not Disturb is enabled are logged in the Missed Calls list unless configured to be forwarded to another party by your system administrator. To disable Do Not Disable, press Do Not Disturb again. Tip This feature is local to the phone and will not prevent calls from ringing your cell phone. If you have a cell phone configured to your extension and would like to stop all calls, configure DND from the user portal (see Redirection Settings). Issue 1, October

32 Telego PBX User Guide, Release 1.2 Multiple Lines If multiple lines are configured on your phone, Do Not Disturb can be set on a line-by-line basis from the list using the and keys. For more information, contact your system administrator. When Do Not Disturb is enabled for a particular line, this is indicated by a flashing X next to the line indicator on the display. Instant and Text Messaging Instant Messaging From the User Portal Instant messaging is done from the user portal. The message will be displayed in the phone display of IP phones that have the space to display them. 1. Navigate to Settings > Instant Message. 2. Enter the destination and message. 3. Click Create. When an instant message has been sent, the recipient will hear a quick ring. The message will then be displayed at the top of the phone display. To read the entire message, the recipient must: 1. Press the InstMsg soft key. 2. Press the Next soft key (to read additional messages). Issue 1, October

33 Instant Using and the Polycom Text Messaging Phone Text Messaging From the Phone Sending Text Messages 1. Do one of the following steps: Press Messages, then select Instant Messages. Press Menu, then select Features > Messages > Instant Messages. 2. If multiple lines are configured on your phone, first select from which line to send the message from the list using the and keys. 3. Press the New soft key. 4. Enter the desired number. Use the 1/A/a soft key to alternate between numeric and upper/lowercase alphanumeric modes. 5. Press the Ok soft key. 6. Do one of the following steps: Press the Select soft key to choose from various pre-scripted short messages. Press the Edit soft key to compose a custom message. Use dial pad keys to cycle through the character set. Use keys 1, *, 0, and # to select special characters. 7. Press the Send soft key when finished. 8. Press Messages to return to the idle display. Reading Text Messages 1. Do one of the following steps: Press Messages and select Instant Messages. Press Menu and select Features > Messages > Instant Messages. Press the InstMsg soft key to read a message just received. 2. If multiple lines are configured on your phone, select from which line messages are to be retrieved from the list using the and keys. Messages appear first to last in sent order. 3. Press the Next or Prev soft keys to cycle through messages in order. Issue 1, October

34 Telego PBX User Guide, Release Press the More soft key to access the Delete, Reply, and New soft keys. 5. Press Messages to return to the idle display. Multiple Lines Your phone can support up to 8 lines. Typically, the top-most Line Key is reserved for the principal number of the phone (see below). The lines of your phone are set up by the administrator and cannot be changed by the user. Additional lines are displayed beneath the principal number: Multiple Call Appearances Each line on the phone can be configured to have one or more call appearances, which is useful if you are on a call and an incoming call arrives on the same line. For example, the figure below shows extension 6721 in an outbound call with Issue 1, October

35 Managing Using the Incoming Polycom Phone Calls The next figure shows an incoming call from To answer the incoming call when configured for multiple call appearances: 1. Press Hold or the Hold soft key to put the original call on hold. The soft key labels are updated on the display with Answer, Reject, and Forward. 2. Press the Answer soft key. To put the second caller on hold and return to the first one: 1. Press the Hold soft key to put the second caller on hold. 2. Press the key to navigate to the original caller. 3. Press Resume. Managing Incoming Calls You can distinguish incoming calls from contacts in your directory by setting up distinctive rings, sending calls directly to your voice mail, or by transferring calls directly to another party. Issue 1, October

36 Telego PBX User Guide, Release 1.2 Distinguishing Calls You can customize your phone so that you can distinguish different parties by ring type. To set a distinctive ring type for a particular contact: 1. Press the Directories key. 2. Select Contact Directory. 3. Use the and keys to scroll through the list to find the contact. You can also use the star (*) key to page up and the # key to page down. 4. Press the Edit soft key and scroll down to the Ring Type field. 5. Enter the number corresponding to one of the ring types available. 6. For more information, refer to Changing the Incoming Ring Tone. 7. (Optional) To remove an existing value, press followed by 8. Press the Save or Cancel soft keys to accept or cancel changes. Directories 9. Press or the Exit soft key repeatedly to return to the idle display. Note: This feature is local to the phone and may be over-ridden by your organization s settings. For more information, contact your system administrator. Rejecting Calls You can customize your phone so that incoming calls from a particular party are immediately sent to your voic . To send incoming calls from a particular contact directly to voice mail: Issue 1, October

37 Managing Using the Incoming Polycom Phone Calls 1. Press the Directories key. 2. Select Contact Directory. 3. Use the and keys to scroll through the list to find the contact. You can also use the star (*) key to page up and the # key to page down. 4. Press the Edit soft key and scroll down to the Auto Reject field. 5. Use the and keys to select Enabled. 6. Press the Save or Cancel soft keys to accept or cancel changes. Diverting Calls 7. Press the Directories key or the Exit soft key repeatedly to return to the idle display. You can customize your phone so that incoming calls from a particular party are transferred directly to a third party. To divert incoming calls from a particular contact: 1. Press the Directories key. 2. Select Contact Directory. 3. Use the and keys to scroll through the list to find the contact. You can also use the star (*) key to page up and the # key to page down. 4. Press the Edit soft key and scroll down to the Divert Contact field. Issue 1, October

38 Telego PBX User Guide, Release Enter the number of the party where the call will be diverted. 6. Scroll down to the Auto Divert field. 7. Use the and keys to select Enabled. 8. Press the Save or Cancel soft keys to accept or cancel changes. 9. Press the Directories key or the Exit soft key repeatedly to return to the idle display. Call Lists The phone maintains lists of missed, received, and placed calls (up to 100 for each list). Note: Call lists features can also be accessed from the web interface. 1. Press Directories followed by Call Lists. 2. Choose Missed Calls, Received Calls, or Placed Calls as desired. The Placed Call list appears in the following figure: To return the call, select the Dial soft key. To edit the dial string, select the Edit soft key. Issue 1, October

39 Managing Using the Incoming Polycom Phone Calls To return to the previous menu, select the Back soft key. For additional choices, press the More soft key followed by: The Clear soft key to delete the call from list. The Info soft key to view information about the call. Press Directories to return to the idle display. Tip: The following shortcuts can be used from the idle screen, as well as while placing calls or performing transferring and conferencing functions. Shortcut Key Function Access Placed Calls list Access the Received Calls list Access the Missed Calls list Note: Call lists are automatically cleared when you restart the phone. Issue 1, October

40 Telego PBX User Guide, Release 1.2 Issue 1, October

41 Chapter 3 Using Star Codes Overview This chapter provides instructions for using Telego's star codes. When using star codes with Polycom phones, you will need to select the Dial soft key after you have finished dialing. Note: Before you can begin using star codes, your phone must be registered. If you have not yet registered your phone, see your administrator. What are Star Codes? Star codes are two-digit numbers prefixed with a star (*) and are used to tell the system what to do. Each star code maps directly to an action of the system, allowing you to access PBX features more easily. Star codes allow you to activate PBX functions, such as Do Not Disturb (DND), call forwarding, and Call Teach. To view the star codes that are available on your system, go to Lists > Feature Codes.. Issue 1, October

42 Telego PBX User Guide, Release 1.2 Figure 3-1 lists the full set of star codes. These star codes are Telego s Release 4.1 default codes. Making Calls *66 *69 *90 Redial Call Return Intercom 1 Transferring Calls *77 *85 *86 *87 Transfer 2 Call Park 3 Call Park Retrieve 3,5 Call Pickup 3,5 Anonymous Calls *67 *68 *88 *89 Block CID (Activate) Block CID (Deactivate) Block Anonymous Calls (Activate) Block Anonymous Calls (Deactivate) Call Forwarding *70 *71 *72 *73 *74 *75 *76 *78 *79 *80 Hot Desking Call Forward All (Activate) 2 Call Forward All (Deactivate) Call Forward Busy (Activate) 2 Call Forward Busy (Deactivate) Call Forward No Answer (Activate) 2 Call Forward No Answer (Deactivate) DND (Activate) DND (Deactivate) Set Night Mode for Domain Accounts 3 Voic *95 *96 *97 *98 *99 Send Voic s as s (Activate) Send Voic s (Deactivate) Go to Voice Mail Record New Greetings Clear the Message Indicator Call Center *64 Agent Log In 3, 5 *65 Agent Log Out 3, 5 *81 Call Barge In 1 *82 Teach Mode 1 *83 Listen In 1 Cell Phones *51 Retrieve Call from Cell Phone *52 Move Current Call to Cell Phone *00 Call Cell Phone of the Extension 1 Miscellaneous *53 Conference *61 Show Account Balance *62 Wakeup Call *63 Request Call Details *84 Clean up an Extension *91 Add to White List *92 Add to Black List *93 Record ON 4 *94 Record OFF 4 1. An extension number is required after these star codes. 2. A destination number (e.g., an extension or an external number) is required after these star codes. 3. An argument is optional for these star codes. 4. These codes are used during a conversation; the tones are audible and can be heard by the connected party. 5. These star codes must be identical to one another (e.g., *64/*64 and *86/*86) when configurated as a toggle button. Figure 3-1. Telego Star Codes Issue 1, October

43 Basic Using Star Star Codes Codes Basic Star Codes Redial a Number (*66) To redial the last number that was called from your phone, dial *66 and press the Confirm button on the telephone keypad. You can also call the last number that was dialed from your phone by using the Call Log from the web interface (see Chapter 4, "Using the Web Interface," and go to View the Call Log). Example: * 6 6 Dial Call Return (*69) To dial the number of the last call, dial *69 and press the Confirm button on the telephone keypad. The number will be available until you establish a call to that number (not necessarily connect, however). This can help prevent you from calling back the same person twice. (However, if you use *69 and discontinue the call during its ring state, *69 cannot be used to access that number again, unless the caller calls again.) Example: * 6 9 Dial Notes: If you reach an external mailbox, the system will handle your Call Return as if the call had been successfully established and will clear the number. If you reach a mailbox of another extension on the system, the Call Return number will not be cleared and you will be able to make successive attempts to reach that extension by dialing the Call Return code. The system will store a Call Return number only for calls that contain a valid caller-id. Telephones that share the same extension number share the same redial and Call Return number. You can also call the last number that was dialed from your phone by using the Call Log in the web interface (see View the Call Log.) Intercom (*90) The Intercom feature mimics the old secretary-boss intercom systems. Intercom can be thought of as a one-part page with a two way audio. This feature is used for communicating with one other person. The other party must have a separate extension number, as the Intercom feature does not work between two phones that are registered to the same extension. Also, the Intercom feature does not work when multiple registrations are involved with the receiving extension. Note: Permission is needed to use the Intercom feature. If you are unable to activate this feature, see your administrator. Not all vendors support the Intercom feature. Check the user guide that came with your phone for more information. Issue 1, October

44 Telego PBX User Guide, Release 1.2 To activate: 1. Dial *90 and the extension you would like to intercom. 2. Press the Confirm button on the telephone keypad. Example: * Dial You can now begin conversing with the other party. Paging (one-way, one-to-many communication) is another feature that can be used to contact someone. See your administrator to have this set up. Transferring Calls Transfer Calls Calls can be transferred using either the Transfer button on your phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer. Blind Transfer When you activate a blind transfer, the call is transferred with no knowledge as to whether the receiving party is available to receive the call. A blind transfer can be used for transferring calls to your voic or your cell phone. 1. Press the Transfer button on your phone, or press Hold and dial * Enter the extension number (or phone number) of the recipient. A blind transfer offers no confirmation of call connectivity. If the number is busy or does not exist or no one picks up, you will not be notified. Attended Transfer When using attended transfer, you must speak with the party who is receiving the call to ensure that the call is wanted. 1. Put the caller on hold (using the phone's Hold button). The LCD displays the call that is on hold. 2. Enter the destination number. 3. Once the party on the receiving end is prepared to take the call, press the Transfer button twice (the first Transfer connects the call; the second Transfer clears the music so that the parties can speak. (If your phone does not have a Transfer button, dial *77 to transfer the call.) Issue 1, October

45 Transferring Using Star Codes Calls You do not need to press the Hold button to free the call. If the person is not available to take the call, you can press the Hold button to reclaim the call and discuss the available options with the caller. Example: Hold Transfer Transfer Transfer a Call Directly to Someone's Voic If your systems administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can "blindly" transfer a call to someone else's voice mail. The default for direct dial is "8." If you are unable to use this default, see your administrator. 1. Put the call on hold using the Hold button on your telephone keypad. 2. Press the Transfer key. (If your phone does not have a Transfer button, dial *77 to transfer the call.) 3. Enter the mailbox prefix key. 4. Enter the extension number. Example: Hold Transfer *77 Dial The caller is transferred to the extension's voic . Because the caller bypasses the voic timeout, the caller does not hear any ringing. This method does not need to involve an outside caller. To call a person's mailbox directly, dial Example: Dial Call Park (*85) and Call Park Retrieve (*86) Call Park allows you to send a caller to someone whose whereabouts (within paging proximity) are not known. The receiving party uses Call Park Retrieve (*86) to retrieve the call. Scenario: A call comes in for Diane, but you do not know where she it, so you put the customer on hold, dial *85, and press the checkmark button. You then page Diane, Diane, you have a call on extension 509 (509 is the extension on which the call was received). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves the call. Park orbits can also be used for parking calls (rather than using your extension). When using a park orbit, enter the extension number of the park orbit after *85. Park a call on your own extension 1. Put the call on hold (music plays in the background). If your phone does not have a Hold button, refer to the user guide that came with your phone. Issue 1, October

46 Telego PBX User Guide, Release Press *85 to park the call, then press the Confirm button on your telephone keypad. Hold Example: * 8 5 Dial An announcement indicates that the call has been parked. At this point, the call can be retrieved by any extension by dialing *86 and your extension number. Example: * Dial If the call is not picked up within a specified time (default is 1 minute), you will receive a call from the system reminding you that a call is waiting. Park a call on a specific extension: See your system administrator to determine which extensions are available for parking calls. The system administrator may configure specific park orbits (e.g., 800, 801, 802, and 803) on the system so that all users can park calls to the same place. This is useful for monitoring parked calls and buttons, as well as for applications that need to park calls. Park orbits also ensure that voic does not pick up. 1. Put the call on hold (music will play in the background). 2. Press *85 to park the call. 3. Enter the extension number. Example: Hold 5* Dial An announcement indicates that the call has been parked. At this point, the call may be retrieved by any extension (which has permission) by dialing *86 and the extension number on which the call has been parked. Example: 5* Dial Call Pickup (*87) Call Pickup allows you to pick up a phone that is ringing. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a hunt group or agent group. Note: When compared to Call Park Retrieve, Call Pickup has a sense of urgency associated with it. (You must pick up the ringing phone before the call goes to voic .) Call Park Retrieve allows you to take your time, as the caller is already in the system. Issue 1, October

47 Conferencing Using Star Codes Before you can use Call Pickup, you must first put your last call on hold so that the system does not interpret and execute the star key during calls made to external systems that also use star keys. Directed Pickup 1. Dial * Dial the extension on which the call is ringing. 3. Press the Confirm button on the telephone keypad Example: 8 7 * Dial General Pickup Note: The Sipura devices from Linksys by default are not able to support star codes with more than two digits. Call Pickup can also be used without specifying an extension. To activate, dial *87 and press the Confirm button on the telephone keypad. Example: * 8 7 Dial The system searches for calls to pick up in the following order: Hunt groups: For a call that is headed for a specified hunt group, the system sends the call to the extension that dials the pickup code. If several calls ring the hunt group, then the system picks up only the first call that went to that hunt group. Conferencing Conference (*53) Extensions: When the account number is an extension, the system searches for calls that go directly to the specified extension. These calls can come from an auto attendant or through direct extension dialing. Calls that ring the extension because it is part of a hunt group or an agent group are not considered by Call Pickup. Agent groups: As with the hunt group, the system picks up a call from the specified agent group. For calls in the ringing state, the system picks the first call that is in that state. Otherwise, the system picks the call that entered the queue first. The Conference (*53) feature allows the user to quickly bring someone into an in session conference, even though the person is not part of the participant list. The new party can be on a cell phone or regular phone. The benefit of this feature is that the new party is required to do nothing but answer Issue 1, October

48 Telego PBX User Guide, Release 1.2 the phone (conference number and access code are not needed). The party in charge of the conference simply needs to call the new party (from a line that is separate from the conference) and use *53 to join the party to the conference. Scenario: You re in the middle of a conference call and you realize you need the input of someone who is not present in the conference. The individual happens to be traveling to a meeting, so you call the person on his cell phone and then connect him to the conference using the Conference feature. To bring the party into the conference: 1. Call the party from a different phone line. (Use the *00 feature if you need to access the individual s cell phone but do not know what that number is.) 2. Place the call on hold. 3. Enter *53, then press the confirm button on the telephone keypad. Line * Hold Dial Anonymous Calls Block Your Caller-ID (*67) Blocking your caller-id keeps your phone number and name hidden from the party you dial. A blocked caller-id also prevents the called party from looking you up in an address book and initiating a callback. Calls from one extension to another extension will always reflect the caller-id. 1. Dial *67 and press the Confirm button on the telephone keypad. Example: * 6 7 Dial You will hear an announcement indicating that the caller-id will be blocked for all future calls. Note: Caller-ID is always presented for internal calls. 2. Dial *68 to re-enable your caller-id. Example: * 6 8 Dial Issue 1, October

49 Forwarding Using Star Codes Calls Reject Anonymous Calls (*88) To reject anonymous calls, dial *88 and press the Confirm button on the telephone keypad. Example: * 8 8 Dial To allow anonymous calls again, dial *89 and press the Confirm button on the telephone keypad. Note: If you have set your Call Forward to busy condition, the system will forward anonymous calls to the designated destination (for example, your assistant). This will ensure that your anonymous calls get screened before you take the call. If you have not set the Call Forward to busy, the system will announce to the caller that the call cannot be taken because of the blocked caller-id. Other options are available for handling anonymous calls, such as screening the calls yourself or using the Ask for name setting, which requires that callers announce their name. Forwarding Calls Call forwarding allows you to forward your calls to another number. Multiple methods are available for doing this. Hot Desking (*70) Hot desking can minimize the need for office space and is often used as a cost reduction method. It allows users to use the same desk and phone, although at different times. Hot desking can be used on a temporary or permanent basis. In either case, all calls made to your extension (or as part of a hunt group or agent group) will get routed to the new extension or destination. When Hot Desking, the person takes ownership on the phone, which means that outbound calls from the phone will reflect that person's caller-id. It is not expected that other significant inbound traffic goes to the originally registered extension. This fact suggests that offices use "virtual" and "real" extension numbers: "Real" extension numbers are used for employees with a fixed location (e.g., switch board, management) "Virtual" extensions are not registered. They are used simply for routing calls to a specific user. Note: If you would like to route your calls to a colleague who is covering your calls for the day, use either the Redirection star code (*71) or the web interface (Settings > Redirection). The hot desking feature can also be used in a Find-Me/Follow-Me manner. When visiting a co-worker's office, you can activate the feature to make sure that your calls follow you. Issue 1, October

50 Telego PBX User Guide, Release 1.2 To log into a hot desk: Note: You must set your voic PIN before you can use the Hot Desking feature. 1. Dial *70 and press the Confirm button on the telephone keypad. 2. Enter your extension number when prompted. 3. Enter your voic PIN code for the extension number when prompted. Example: 7 0 * Dial PIN The system acknowledges that the Hot Desking feature is in service. Note: The system will automatically log you out of a hot desk each night. Also, after activating the hot desk feature, you will receive an notifying you that a status change has been initiated on your extension. To log out of a hot desk: Dial *70 and your extension number from the location that is currently registered as a hot desk or from a phone that has been configured to the extension in question. The system will acknowledge that the Hot Desking feature is no longer in service. * Dial Note: Hot Desking has limitations. You cannot move telephone preferences, such as ring tones, address book programming, etc., to another desk. Call Forward All Calls (*71/*72) Use the Call Forward All (*71) feature when want to redirect all calls to another number (e.g., when you are away and a colleague is answering your phone). To activate: 1. Dial *71 and press the Confirm button on the telephone keypad. 2. Enter the call forwarding number once the announcement is complete. 3. Press the # key. Example: * Dial # The system will repeat the number and then hang up. If you want to change the forwarding number, just call *71 again. Issue 1, October

51 Forwarding Using Star Codes Calls 4. To deactivate Call Forward All, press *72, then press the * key when prompted. The announcement indicates that call forwarding has been turned off. Physical access to your phone is not required for modifying this setting. You can activate the Call forward all calls feature through the web interface. Call Forward on Busy (*73/*74) Use the Call Forward on Busy (*73) feature when you want to forward calls to another number if your extension is busy. This feature is typically used for redirecting calls to a team member or colleague to ensure that all incoming calls are answered. To activate: 1. Dial *73 and press the Confirm button on the telephone keypad. 2. Enter the call forwarding number once the announcement is complete. 3. Press the pound key (#). Example: * Dial # The system will repeat the number and then hang up. If you want to change the forwarding number, just call *73 again. To deactivate, dial *74. The announcement will indicate that call forwarding has been disabled. Note: Physical access to your phone is not required for modifying this setting. You can activate the Call forward calls when busy to feature through the web interface. Call Forward on No Answer (*75/*76) The Call Forward on No Answer feature redirects calls after a certain time when the extension does not pick up. This feature is typically used to redirect your incoming calls to an assistant or to your secondary phone in case you are not sitting by your phone. To activate: 1. Dial *75 and press the Confirm button on the telephone keypad. 2. Enter the call forwarding number once the announcement is complete. 3. Press the pound key (#). Example: * Dial # The system repeats the number and hang up. If you want to change the forwarding number, dial *75 again. To disable this feature, dial *76. The announcement will indicate that call forwarding has been disabled. Issue 1, October

52 Telego PBX User Guide, Release 1.2 The settings made by your system administrator determine the length of time that passes before unanswered calls are forwarded. To change this value, use the Call forward no answer timeout setting. Physical access to your phone is not required for modifying this setting. You can activate the Call forward on no answer feature through the web interface. Set "Do Not Disturb" (*78) Do Not Disturb or DND functionality gives you the ability to silence your phone for all incoming calls, even calls made to a hunt group or agent group. When DND is activated, calls will not be sent to your cell phone even if your call forwarding setting is linked to your cell phone. The system will, however, call your cell phone to notify you of any messages that are received while DND is activated. To activate DND, dial *78 and press the Confirm button on the telephone keypad. Example: * 7 8 Dial Dial *79 to deactivate. Notes: Although it is okay to use the DND button that is available on the IP phone itself, you will still need to activate the *78 star code so that the system will know to put your extension and any additional phone number that has been configured through it into DND. DND can be overridden by someone who has DND override permission. Typically, this is a secretary who needs access to the boss, even if he or she is on DND. DND takes precedence over Call Forwarding, as the latter cannot prevent hunt group calls from reaching your extension. Forward Calls to Domain Account (*80) This feature allows you to forward domain accounts (e.g., auto attendant, hunt group, etc.) to your own extension. Before this feature can be used, permission for each account must be activated by the administrator. To forward all auto attendants, hunt groups, and agent groups of the domain: 5* # Dial To forward only a specific account, the account must be specified after the star code: 5* # Dial Issue 1, October

53 Call Using Center Star Features Codes To disable this feature, enter a star in place of the call forward number: 5* 8 0 Dial 5* Call Center Features The system s interrupt and call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are allowed in your environment. Illegal listening to phone calls is a severe crime, and system administrators must be aware of this. Your system must be licensed to use the Call Center star codes, as all modes of call monitoring, especially the listen-in mode, severely affect the privacy of calls on the system. Therefore, these modes are available only to extensions that are specifically allowed to use these features (see your administrator regarding your licensing agreement). Agent Log in/log out (*64/*65) Note: An extension must be configured as part of an agent group before this feature can be used. See your administrator for more details. The Agent Log In/Log Out star codes allow agents to log in and out of agent groups. Agents can use these codes to log themselves in at the beginning of a shift and then log back out when finished. Before agents can activate the log in/log out (*64/*65) features, agents must be given permission by the administrator. Example: * 6 4 * 6 5 Dial Dial Log in Log out Agents who are members of numerous agent groups must specify which agent group they would like to log in or out of. Otherwise, *64/*65 by themselves will log the agent into or out of all agent groups. Using the sample shown below, the agent will be logged out of agent group 666 and will retain logged-in status for all other agent groups. Example: 6 5 * Dial Log out of 666 (If the codes for Agent Log In and Log Out are identical, the system will toggle between the two states, which is useful if a user has programmed a speed dial button for Log In/Log Out.) Issue 1, October

54 Telego PBX User Guide, Release 1.2 Call Barge-In (*81) Note: You need permission before you can use this feature. See your system administrator for more information if you are unable to activate it. In Call Barge-In, two callers speaking to each other are put into a conference with a third person. Typically, this third person is either a secretary reminding the boss about another appointment or possibly a co-worker in the next cube who needs help on a call. Both parties can hear the third person come into the call and can hear what the third person has to say. To activate Call Barge-In: 1. Dial *81 then enter the extension that you would like to interrupt (e.g., *81508, where 508 is the extension). 2. Press start on the telephone keypad. Example: * Dial Call Teach Mode (*82) Note: You need permission to be able to use this feature. See your system administrator for more information if you are unable to activate it. In Call Teach mode, only one party can hear the third party. This is typically useful in a call center when a trainer wants to offer tips to a new agent without the customer knowing. This mode is sometimes referred to as "whisper mode," because the agent's phone must have an especially good echo cancellation so that the customer does not hear any background echo. To activate Call Teach mode: 1. Dial *82, then enter the extension number that should hear your voice. 2. Press the start key from the telephone keypad. Example: * Dial Call Listen-In (*83) Note: You need permission to be able to use this feature. See your system administrator for more information if you are unable to activate it. The Call Listen-In mode enables a third party to listen in without being detected. The two parties speaking to each other are not notified about the listen-in and have no idea that a third party is on the phone. Issue 1, October

55 Miscellaneous Using Star Codes To activate Call Listen-In: 1. Dial *83, then enter the extension number that you would like to monitor. 2. Press the start key from the telephone keypad. Example: * Dial Miscellaneous Show Account Balance (*61) This feature shows you the remaining balance of a prepaid calling card account. Wakeup Call (*62) The Wakeup Call (*62) feature allows you to receive automatic wakeup calls from the system. Though this feature is used primarily in hospitality environments, it can also be used on an individual basis. 1. Dial * Press the checkmark. 3. Enter the wakeup time in 24-hour format (HHMM); for example, 0715 (for 7:15 a.m.) and 1915 (for 7:15 p.m.) Example: * Hold The system will confirm the wakeup call. To cancel a wakeup call after it has already been confirmed, press the star (*) key. Note: Wakeup calls cannot be transferred to other registered devices. Request Call Details (*63) The Request Call Details (*63) feature allows you to request that the details of a call (caller-id, call duration, and time of call) be sent to your address. This feature is handy and prevents you from needing to ask the caller for contact information. To activate the Request Call Details feature: 1. Dial *63 and press the Confirm button on the telephone keypad. Example: * 6 3 Dial Issue 1, October

56 Telego PBX User Guide, Release 1.2 The system will send you an with the caller-id, the duration of the call, and the time of the call. 2. Retrieve the message in your . Clean up an Extension (*84) This feature allows you to quickly clean up an extension and is ideal in hospitality environments. It can be used to clear extensions of messages after guests have checked out and before new ones arrive. It can also be used to clean up extensions of employees who have left the company. This feature has no default star code associated with it (see your administrator for the code). This feature requires administrator permission. Add Contact to White List (*91) This feature allows you to add a contact to the white list of your personal address book. White list contacts receive preferred treatment: They are not required to say their name before speaking with you, and they can receive a callback when your extension becomes available. To add a contact to the white list, dial *91 and press the start key on the telephone keypad. If the number does not already exist in your address book, the system will automatically create an entry for this number. Example: * 9 1 Dial To edit the address book entry, go to Edit Address Book Entries. Add Contact to Black List (*92) This feature lets you avoid unwanted contacts (e.g., an overtly aggressive sales person, fax spammers, etc.). If a caller is on the black list, your Incoming anonymous calls settings will determine how that call is treated (see section on Redirection Settings). If the caller should be blocked, then the system will block that call. Otherwise, the system will ask the caller to leave his name before calling your extension. Fax spammers will be unable to get through once they are on the black list. Black list contacts are not allowed to camp on an extension. To add a contact to the black list, dial *92 and press the start key on the telephone keypad. If the number does not already exist in your address book, the system will automatically create an entry for this number. Example: * 9 2 Dial To edit the address book entry and remove from the black list (see Delete Address Book Entries). Record Phone Calls (*93/*94) Use the Call Record feature to record a conversation between you and another party (for example, a call between you and your lawyer or any other call when remembering the contents of the call is crit- Issue 1, October

57 Miscellaneous Using Star Codes ical). Your system must be configured for call recording. Check state and federal laws before recording calls. To activate the record feature, dial *93 on the telephone keypad. To deactivate, dial *94. Example: * 9 3 * 9 4 Record ON Record OFF To retrieve the recording, go to your Mailbox from the web interface. Issue 1, October

58 Telego PBX User Guide, Release 1.2 Issue 1, October

59 Chapter 4 Using the Web Interface Overview The web interface or web portal is one of the most important differences when comparing modernday VoIP phone systems with legacy IP-based systems. The web interface allows you to perform all the functions that can be done from the phone, as well as many other functions. From the interface, you can integrate your cell phone and/or account with your extension, set a schedule for call forwarding, activate Do not Disturb (DND), and activate many other features. To use the web interface, you will need the your account number, your user name (i.e., your extension number), and a password. This information was provided to you in the welcome . Keep this information for your records. Logging in To log into the system, click the URL provided in the welcome . If your system administrator provided you with an address of the system, enter that address into a web browser. If the login screen below does not appear, contact your system administrator. Issue 1, October

60 Telego PBX User Guide, Release 1.2 To log in: Account: Enter your account number. Extension: Enter your extension number. Password: Enter the password provided in the welcome . Login Type: Allow the default, Automatic, if you are logging in as a user. Note: If you have domain administrator rights and would like to log in as a user, select User Login. Language: Select the language that will be used in the web interface and in s sent by the system. The following screen is displayed. You can configure your account settings using the three main tabs: Settings, Lists, and Status. The Settings and Lists tabs have numerous options: Settings: From the Settings tab, you can change your password, set up redirection, control your mailbox, forward voic s to your , set up your buttons, send instant messages, and more. Lists: The Lists tab allows you to easily access important lists: , conferences, missed calls, personal address book contacts, and domain address book contacts. You can also access missed calls from the phone. Issue 1, October

61 Configuring Using the Web Your Interface Settings The Status tab gives you a snapshot of your account settings. At a glance, you can see how your call forwarding is set up, whether hot desking is active, and what your agent status is. Configuring Your Settings This section takes you through the Settings tab, where you can make many changes to your account. Following is an overview of the links that are available from the Settings tab: General: Change your password, upload your picture, set a wakeup time, set call-watch, specify pickup preferences, block caller-id, and more. Redirection: Activate Do not disturb, establish treatment for anonymous callers, set callforwarding features, and attach a cell phone number to your account. Mailbox: Enable your mailbox, set a pickup time, assign a maximum number of messages that can be sent to your mailbox. Add an address to your account and establish account settings. Buttons: Configure the settings for the buttons on your phone (only snom phones have buttons functionality). Instant-Message: Send instant messages from the web interface. Issue 1, October

62 Telego PBX User Guide, Release 1.2 General Settings The General settings allow you to customize your extension account. Issue 1, October

63 Configuring Using the Web Your Interface Settings General First name and Last name: These fields will be displayed for all internal and external calls (international characters are permitted). Position: Enter your position/job function in the company. Company name: This field is reserved for your company name. Web password: This password is used to access both the web interface of the system and the PAC. Note: Use a combination of letters and digits and even a symbol to ensure password security. After you ve entered a new password, the current HTTP session will stay valid until your next login. Permanent cookies will be invalidated on the next login. PIN: Your PIN will be used in several areas of the system (e.g., when accessing your voic from an outside phone, when using the calling card account, and when hot desking). For optimum security, use at least five digits. Timezone: This setting tells the system your time zone. It will affect the time stamps of your mailbox and all other time stamps related to your extension. If you are using your extension from a time zone that differs from your domain s time zone, be sure to override the domain setting. IVR Language: This setting controls the language of voice prompts delivered by the system and the language that is displayed on the LCD of your phone. (Callers will not hear the language when calling into your mailbox.) If you do not see your language listed in the dropdown, see your administrator. Web Language: From this setting, you can control the language of the Telego web interface and the s you receive from the system. You can override this setting during your initial login to the Telego web interface. Upload picture: The uploaded picture will be displayed whenever you call another extension within the same domain (as long as the other extension has picture-displaying capability). Use a thumbnail image size to facilitate easier picture upload during the call setup. The format of the picture depends on your phone model: For snom 370 phones, use a grayscale BMP image. For models that can display color photos, use a JPEG image. The system will also display the picture on the landing page of the PBX login. Monitoring Watch the calls of the following extensions (*for all): This feature allows you to watch the presence of an extension(s). The system will automatically generate configuration files of the extensions specified. Note: Wildcard patterns are permitted. If you use only a star, the system will place all extensions of the domain into its call-watching list. Issue 1, October

64 Telego PBX User Guide, Release 1.2 Permissions to monitor the account: This setting allows you to specify which extensions shall be permitted to see the status of your extension, including your active calls. By default, all extensions are allowed to see the status of your extension. You can either list the extensions (e.g., 511, 518, 523, 522, 513) or use wildcards to match multiple extensions. Park and Pickup Explicitly specify park orbit preference: This setting allows you to specify a list of park orbits that can be used for parking calls. When park orbits have been entered into this field and you executes the Call Park (*85) feature, the system chooses the first available orbit. When a star (*) is entered into this field, the system will have no preference list to draw from, and you will be required to enter the number of the park orbit after entering *85. Explicitly specify pickup preference: This setting allows users to specify the accounts that will be picked up when they execute the Call Pickup (*87) feature. This setting is especially useful when extensions have been grouped with certain agent groups and hunt groups, as it will prevent the wrong calls from being picked up. If you enter a star (*) into this field, the system will have no preference list to draw from and will require a park orbit number after the *87. Address Book Phone address book preference: This setting allows you to upload contacts from the domain and personal address books to your phone. Choose from the following: Both domain and personal addresses Domain addresses only Personal addresses only Include local extensions in the phone address book: This setting allows you to add extension numbers from the PBX to your phone. Miscellaneous Block outgoing caller-id: This setting lets you control whether your caller-id will be displayed when you make outbound calls. Enable Call Waiting: This feature lets you know when another caller is trying to reach you while you re on another call. You will hear a short tone. After you hear the Call Waiting tone, you have a few seconds to answer before the second caller is forwarded to your voice mailbox. Wakeup time: This field allows you to receive automatic wakeup calls from the system. Though it is primarily used in hospitality environments, it can also be used on an individual basis. The Wakeup feature can also be activated via Wakeup Call (*62). Issue 1, October

65 Configuring Using the Web Your Interface Settings Redirection Settings Redirection settings allow you to forward your calls to other extensions or phone numbers, like your cell phone, preventing you from missing incoming calls. To make these changes, click Redirection, as shown below: Use the following information as a guide when configuring your redirection settings: Do not disturb: To block all incoming calls, both internal and external, and even calls from the hunt group, activate DND. Only extensions with permission to override DND will be able to call your extension (DND override is an administrator setting). The activation of DND does not prevent you from making outbound calls. You can also activate DND using the Do Not Disturb star code. See Chapter 2 for more information. Incoming anonymous calls: This setting controls the treatment of incoming calls; however, it does not affect internal calls or calls from a hunt group or agent group. See also the Black List (*92) feature. Issue 1, October

66 Telego PBX User Guide, Release 1.2 No special treatment: All calls are sent directly to your extension. Reject Call: The caller will be informed that your extension does not accept anonymous calls and will not be put through to your extension. Pretend to be busy: Prevents the call from going through; however, it does not tell the caller why. Ask for name: Prompts the caller for his or her name, then puts the caller on hold while calling your extension. After the system reads out the recorded name, you may decide what to do with the call accept it, send it to the mailbox, or reject it. Ask for name even if the caller-id is present: Requests the caller s name, even if the caller-id is available. Only white list callers will be put directly through. Hot Desking at: This feature allows you to specify an extension where you will pick up your calls. All calls (including calls from an agent group or hunt group) will be sent to this extension. Call forward all calls to: Calls that are headed directly to your extension are the only calls affected by this setting. If you are part of a hunt group, agent group, or paging group, calls originating from these groups are not redirected. Extensions and external numbers can be entered into this field. Call forward calls when busy to: This setting forwards all calls whenever your extension is busy. This condition is true if either the phone itself signals that it is busy or if the Lines parameters has been set for the extension and this number has been reached. (The lines parameter is an administrator setting.) Call forward on no answer to: This setting redirects all calls when there has been no answer for a predefined period. The waiting period is defined in the domain but can be overridden by the Call forward no answer timeout setting (see next bullet item). (If the mailbox picks up first, this setting will have no effect; if the call is redirected, the mailbox timeout will be cancelled.) Call forward no answer timeout: This setting determines how long the system will wait for you to answer the phone (default is 10 seconds). This field is effective only if the Call forward on no answer field has been set. Call forward when not registered: This setting allows you to specify where calls will be forwarded if for any reason your extension is no longer registered. Calls originating from hunt groups, agent groups, or paging groups will not be redirected. Issue 1, October

67 Configuring Using the Web Your Interface Settings Cell Phone Integration Configuring a cell phone (or any other phone number) to an extension allows a user to receive calls at several locations, as well as be reached at numerous phone numbers (which is different from having two phones registered to the same extension, as the latter allows you to receive calls from two different phones but not several numbers.) The additional number(s) may be called simultaneously or sequentially, either in a preferred order or in accordance with a user s scheduled activities and locations (e.g., the second phone can be set to ring 10 seconds after the desk phone so that the user has time to pick up the desk phone). Registering a second phone allows you to be accessible at all times, even in the event of a power failure. If at anytime your office extension (or remote extension) is disconnected from the Telego VoIP system, your calls will automatically be sent to your cell phone. When your phone is reconnected, incoming calls will automatically be rerouted to your extension. Use the following information as a guide when registering your second phone: Cell phone number: While most users populate this field with a cell phone number, any phone number can be used. The number should be entered without any spaces or hyphens (e.g., ). Confirmation: This setting allows you to require confirmation (pressing 1 on your cell phone) before an incoming call will be connected. The benefit of requiring confirmation Issue 1, October

68 Telego PBX User Guide, Release 1.2 is that if your cell phone is temporarily unavailable, the call will not automatically go to your voic and the caller is likely to call back. Include the cell phone in calls to extension: This feature gives you the freedom to pick up calls from either your extension or your cell phone. By activating this feature, both phones will ring; this is different from Call Redirection, which rings only the phone where the call is being redirected to. To pick up the call from your cell phone, answer the call, then press 1. You can also set the cell phone to ring between 1 to 30 seconds after your extension starts ringing. When calling the extension in a hunt group: When this setting is activated, the system will include your cell phone in calls made to a hunt group. When calling the extension in an agent group: When this setting is activated, the system will include your cell phone in calls made to an agent group. Include cell phone for web callback: This setting works in conjunction with the clickto-dial feature that is available from the address book, missed calls, and call log pages and allows you to include your cell phone in callbacks initiated from these web pages, These feature is especially useful when you are traveling and cannot access your office phone. After you answer one of the phones, the system dials the contact. Specify time when system calls the cell phone: Note: Your time zone setting (Settings > General) must be set to reflect your region s time zone; otherwise, you may receive calls outside the specified parameters. No specific time excluded: Your cell phone will ring every time your extension rings, regardless of the time. Explicitly specify available times: This setting allows you to specify a schedule for the system to use when calling your cell phone. Your administrator may have Issue 1, October

69 Configuring Using the Web Your Interface Settings Mailbox Settings already provided you with a selection of times in a dropdown list. If not, select Explicitly specify available times and populate the fields for each day of the week using the following instructions: You can use either the 24-hour format (e.g., 21:00 for 9:00 p.m.) or the English AM/PM style (e.g., 9:00P for 9:00 p.m.). However, both formats require a start time and an end time (e.g., HH:MM-HH:MM). To specify more than one time segment, use the following format: 9:00-12:00 1:00P-7:00P (one space separates the two segments). To specify the days on which you do not want the schedule to be activated, such as a holiday or any other day, use the holiday field: To specify 1 day, use the MM/DD format (e.g., 11/24 for November 24). To specify 2 days, use the MM/DD format with a space between the days (e.g., 12/24 12/25 for December 24 and 25). Every extension has a voice mailbox; however, the administrator can disable it and use an external mailbox, e.g., Microsoft Exchange. This section applies only to the voice mailbox of the system. To make changes to your mailbox settings, click Mailbox from the Settings tab, as shown below: Use the following information as a guide when setting up your voice mailbox: Mailbox Enabled: From this setting, you can enable or disable your voice mailbox. If it is disabled, callers will not be able to leave messages for you and you will be unable to use the mailbox functions. If you choose Act as park orbit, those who call the extension will be parked at your extension until their call is picked up, which is usually not useful for extensions that have Issue 1, October

70 Telego PBX User Guide, Release 1.2 phones registered and make phone calls. Time until mailbox picks up: This setting allows you to specify how long the system should wait before redirecting calls to your voic . If you are using Call forward no answer timeout (see Redirection settings), the shorter timeout will be executed first. If you are using Include the cell phone in calls to extension (see Redirection settings), be sure to give the system enough time to call your cell phone (which may take 10 or more seconds) and enough time for you to view the caller ID. The default is 20 seconds. Maximum number of messages: This setting allows you to specify the number of voic messages you want to store at any one time. If the maximum has been reached and a caller wants to leave a new voic message, the system will attempt to delete a saved message. If space is still unavailable, the system will inform the caller that the mailbox is full. Announcement Mode: From this setting, you can decide what a caller will hear when calling your extension. Anonymous Announcement: The caller will hear the number of your extension. Name Announcement: The caller will hear your recorded name if one is available. Personal Announcement: The caller will hear the recorded announcement of your extension, if one is available. Allow Access for Extensions: This setting allows you to create a group mailbox. A group mailbox can be used for anything from a joint boss/secretary mailbox to a place for collecting after-hours calls or holiday calls. All parties will be notified of incoming messages by the MWI that is located on their individual phone (see MWI below). Users who are part of the group mailbox can listen to the messages from either their own voice mailbox or by dialing into the shared mailbox from an outside phone or an outside line on their own phone. If you dial directly into the shared mailbox, you will hear messages that were called into the shared extension only and not your own voic messages. You will need the PIN of the shared mailbox when accessing it directly. When entering multiple extensions into this field, use a space as a separator (e.g., ). Send message waiting indication: When this feature is activated, you will receive a message waiting indicator (MWI) a blinking light on your phone that notifies you of a new message. Once you have listened to the message, a solid light will replace the blinking light. This enables the system to alert you the next time a new message has arrived. To clear the message indicator without listening to your message, dial *99 (your messages will not be deleted). Call cell phone when new message arrives: Activate this feature if you ve decided against forwarding your calls to your cell phone but still want to be alerted when a new message has arrived on your extension. Once a caller has left a message, the system will call your cell phone with the message. After the announcement, press 1 to hear the message. Mailbox Escape Account: If the Mailbox Escape Account setting is set, a caller who reaches your mailbox can press 0 to get to the account that you specify here (the user must press 0 before the beep). The number must be an internal number. Issue 1, October

71 Configuring Using the Web Your Interface Settings Settings The settings on this page allow you to be notified via of all incoming calls on your extension. From this page, you can also request an audio file, or WAV file, of voic that has been left on your extension. To access this page, click from the Settings tab (see below): Use the following information as a guide when integrating your address: Address (e.g. [email protected]): This feature allows you to integrate your account with your extension account. Voic messages will be sent to your account according to the settings you choose below. When entering multiple addresses into this field, use a semicolon as a separator. Send a mailbox message by Three options are available with this setting. Do not send an No will be sent. Use this option if you prefer to use only your phone to receive voic messages. Send s without attachments: This option provides somewhat of a visual voice mailbox. notifications will be sent to you whenever you receive a voic message. You will see the name and number of the caller and the date and time that the call arrived. However, to retrieve the actual voic , you must call into your voic . The benefit of this mode is that short s can be read using mobile devices that support reading s. Issue 1, October

72 Telego PBX User Guide, Release 1.2 Send message as attachment: Voic s will be attached to the notifications. Use this option if you are using throughout the day and are using a personal computer for processing . After sending a message: Decide what to do with a voic message after it has been ed to you: Keep message as new message: The message will remain in your mailbox as a new message. This option has the potential danger of eventually overfilling your voice mailbox. Mark message as read: The message will remain in your mailbox, but the system will drop the oldest message to make room for a new message if your mailbox becomes full. The disadvantage of this mode is that the message waiting indicator will not alert you of new messages. Delete the message: The message will be deleted after the has been sent. This keeps your mailbox clean, but the system does not store voic messages permanently, so you will need to listen to the messages from your client. Send on missed calls: When this setting has been activated, the system sends you an for each missed call (see below). Calls to a hunt group or agent group are not included. Send record for all calls: When this setting is activated, the system sends you an for all calls (see below). This feature is useful for keeping track of a group sales extension, a telemarketing campaign, or calls made to a new employee s extension. (When both missed calls and all calls have been activated, you will receive two s for each missed call.) Send on status changes: You will be notified of all status changes (e.g., toggling your DND status, changing your registration status, etc.). Issue 1, October

73 Configuring Using the Web Your Interface Settings Send if the call was rejected because of blacklisted number: You will be notified when a blacklisted caller tries to reach your extension. Buttons The Buttons feature is available only on snom phones. Instant Message The Instant Message feature allows you to display an instant message (IM) on the screen of snom phones. Although snom phones cannot generate IMs, they can display them. This feature comes in handy when you need to pass important information along to someone in your domain during a conference call. To use this feature, click Instant-Message from the Settings tab as shown below: 1. Enter the extension numbers into the Destination field. 2. Enter your message into the Message field. 3. Click Create. Note: To send the message to multiple destinations, separate the extensions by spaces (e.g., ). The system will send the message to all registered devices for the extensions that you ve entered. Issue 1, October

74 Telego PBX User Guide, Release 1.2 Call Lists and Address Book From the Lists tab, you can access your Missed Calls and Call Log pages, add contacts to your address book, place calls to contacts, access the star codes list, and set up conferences. To manage your contacts, go to the Lists tab. Listen to Your Messages To check your voic from the web interface, go to Lists > Mailbox. The Mailbox page shows you the following information: Time: Time that the message was recorded (using the receiver s time zone). Number: Caller-ID and the name of the person who left the message, if available. Duration: Length of the message (in minutes:seconds format). Flags: Shows several icons: Deletes the message. The message is unread. Downloads the message as a WAV file so you can listen to it on your media player from your web browser. The caller marked this message as private. The caller marked this message as urgent. Issue 1, October

75 Call Using Lists the and Web Address Interface Book View Missed Calls The Missed Calls page shows the calls that were attempted to your extension but did not connect. Display names, if available, are shown in the list. The length of the list and the length of time the list is kept on the system (usually for 7 14 days) is set by the domain administrator. The Missed Calls list displays the following information: Call start time. Originating number (display names are included when available). Your extension number. The following icons are associated with the Missed Calls page: Click-to-dial: Click to initiate a callback to the party who called you. The call will be charged to your extension. Address book: Click to save the contact in your personal address book. View the Call Log The Call Log displays information for calls made to and from your extension. Each item in the call log contains the following information: Call start time. Originating number (display names are included when available). Destination number (display names are included when available). Call duration (in minutes and seconds). If the call was not connected, the duration will be empty. Issue 1, October

76 Telego PBX User Guide, Release 1.2 Notes: Calls are displayed beginning with the oldest. The number of records that can be stored in the Call Log is limited by the size of your computer screen. From the Missed Calls page, you can initiate callbacks and save a caller s information to your personal address book. Click-to-dial: Click to initiate a callback to the party who called you. The call will be charged to your extension. Address book: Click to save the contact in your personal address book. Personal Address Book The system allows you to have two sets of contacts: personal contacts and domain contacts. All contacts must be managed from the web interface (they cannot be created or deleted from the phone itself). Domain contacts are shared by all users on the domain and are compiled and maintained by the administrator (users cannot modify this list). Personal contacts are accessible only by you and must be compiled by you. All contacts, once on the web interface, can be uploaded to your phone so that you can access phone numbers and speed dials from the phone. To access the personal address book, click Address Book as shown below: Issue 1, October

77 Call Using Lists the and Web Address Interface Book From this page, you can create new entries and edit or delete existing entries. Create Address Book Entries Personal address books can be created using two different methods. Method 1 Call Log: If the contact is in your Call Log (i.e., contact has been made by either you or the caller): 1. Click Call Log from the Lists tab, as shown below. 2. Click the Address Book icon. Issue 1, October

78 Telego PBX User Guide, Release 1.2 The contact will be added to your address book: 3. If you add a contact whose information is incomplete, click the account number and populate the necessary fields: First Name: Enter the first name of the contact if one was not available. Last Name: Enter the last name of the contact if one was not available. Number: Enter the telephone number of the contact (this is not a SIP URL). (This field will already be populated if this contact was in your Call Log.) CMC: The client matter code identifies the customer and is used to expedite billing in offices that bill their clients for phone calls (e.g., a lawyer s office). Speed Dial: Enter a 2-digit star code (e.g., *12) to speed-dial this contact. Note: Ensure that the star code does not overlap with any of the standard star codes. Contact Type: Using the dropdown list, identify the contact type. White List: The white list usually contains contacts that are trusted. White list contacts receive preferred treatment: they are never intercepted by the auto attendant and will not need to state their name. Callers on the white list are also allowed to receive a callback when the extension becomes available. Black List: The black list usually contains the list of contacts you would prefer to avoid. If a caller is on the black list, your anonymous call treatment settings will determine how that call is treated (see Redirection). If the caller Issue 1, October

79 Call Using Lists the and Web Address Interface Book should be blocked, then the system will block that call. Otherwise, the system will ask the person to leave his name before calling your extension. Black list contacts are not allowed to camp on an extension. 4. Enter comments that are relevant to the contact. 5. Click Create. Method 2 Create from Scratch: If the contact is not in your Call Log and needs to be entered from scratch, use the address book form shown below: 1. Click Address Book from the Lists tab. 2. Populate the form (refer to Step 3 of method 1 if necessary). 3. Click Create. The contact will be added to your address book: Note: Contacts will automatically be added to the address book when the Black List (*92) and White List (*91) star codes are used. You can edit the entry by going to Lists > Address Book. Edit Address Book Entries To edit address book entries: Issue 1, October

80 Telego PBX User Guide, Release From the Lists tab, click Address Book. 2. Click the edit icon for the entry you would like to edit. 3. Make any necessary changes. 4. Click Save. Delete Address Book Entries 1. From the web interface, click Lists > Address Book. 2. Click the delete icon next to the entry that you would like to delete. Upload Personal Address Book to Your Phone If your administrator has enabled the setting shown below, you can upload the personal address book and/or the domain address book to your phone. To access your address books from your Polycom phone: Directories. 1. Press 2. Select Contact Directory. 3. Use the and keys to find the contact. 4. Press the Dial soft key. Domain Address Book The domain address book is created by the administrator; howeverr, entries are visible to and searchable by all members of the domain. To access the domain address book, click Lists > Domain Addresses: Issue 1, October

81 Checking Using the the Web Status Interface of Your Extension Checking the Status of Your Extension The Status tab shows the current status of your extension (e.g., redirection settings, the status of DND, the last number dialed or received, etc.). To view your status settings, click the Status tab: Do not disturb: This entry will be set to true if the extension is on DND mode. Issue 1, October

82 Telego PBX User Guide, Release 1.2 Agent logged in: This entry shows whether the extension is logged into an agent group. Hot Desking at: If the extension has redirected all calls (including calls from hunt groups and agent groups) to another location, the destination is shown here. Call forward all destination: If the Call forward all calls setting has been set, the destination is shown here. Call forward busy destination: If the Call forward all calls when busy has been set, the destination is shown here. Call forward on no answer: If the Call forward all calls on no answer setting has been set, the destination is shown here. Timeout for call forward on no answer: If the Call forward no answer timeout has been changed, it will be indicated here. Timeout for mailbox: If the Timeout for mailbox setting has been changed, the change will be indicated here. Call redial: This entry reflects the last number that was dialed from your extension. You can use the Redial a Number (*66) star code to redial the number. Call return: This entry reflects the last number that dialed your extension. You can use the Call Return (*69) star code to return the call. Issue 1, October

83 Chapter 5 Voic System Overview Following is a brief overview of what you can do with your voic account. Table 5-1. Voic Features Feature Functionality Benefit Multiple announcement modes Convenient voic accessibility Voic timeout Cell phone notification of new voic notification of new voic . Transfer a caller to another extension s voic . Choose which type of announcement callers will hear when calling your extension. Get your voic from your desk phone, cell phone, or any external phone. Specify the number of seconds that your extension should ring before voic picks up. If you decide not to forward calls to your cell phone, you can still be notified when a new message arrives. This feature allows you to receive your voic as attachments. If your systems administrator has enabled a direct dial number (that allows you to call your voice mailbox directly), you can blindly. You can use an anonymous announcement, your name, or a personal greeting. You don t have to be at your desk. You can be anywhere. You can increase or decrease the voic timeout depending upon your proximity to your phone. Once a caller has left a message, the system will call your cell phone. If you don t have access to your phone, you can still receive your voic through your account. The caller will be transferred to the extension s voic . Because the caller will bypass the voic timeout, the caller will not hear any ringing. Issue 1, October

84 Telego PBX User Guide, Release 1.2 Setting up Your Voic Account Change Your PIN Your voic PIN will be used in several areas of the PBX (e.g., when accessing your voic from an outside phone, using the calling card feature, and when hot desking). For optimum security, use four to five digits. 1. Dial your extension number. If you have messages waiting, press * to skip to the main menu. 2. Press Enter your new access code. 4. Press 1 to confirm. Note: You can also set your PIN using the web interface (see Chapter 4, Using the Web Interface, then go to Configuring Your Settings). Record Your Name This recording will be used in announcements to all callers. If you choose not to record your name, your extension number will be recited instead. You many record your name later at any time. 1. Dial your extension number. If you have messages waiting, press * to skip to the main menu. 2. Press Begin recording your name. 4. Press the # sign. From here, you can listen to the recording (press 1), choose to use the recording (press 2), record again (press 3), or delete the recording and return to the previous menu (press 4). Record a Personal Welcome Message 1. Dial your extension number. If you have messages waiting, press * to skip to the main menu. 2. Press Record your personal greeting. 4. Press the # sign. From here, you can listen to the recording (press 1), choose to use the recording (press 2), record again (press 3), or delete the recording and return to the previous menu (press 4). Issue 1, October

85 Listening Voic to System Your Messages The main menu of the voic system is shown in : 1. Hear Your Messages 1 Start reverse playback 2 Stop/resume playback 3 Start fast-forward playback 4 Hear the message again 2. Change Your PIN Enter your new access code. 1 * Use the access code. Return to the main menu without using the new access code. 4. Record a Greeting Record your greeting* and press the # sign. Then choose from the following options: 1 2 Listen to recording Use recording 9. Select a Mailbox Greeting Choose a greeting from the list provided by PBX. You can have up to five choices: 1 Greeting Play message with envelop information (date, caller-id). Move or copy To move message, press 1. To copy message, press 2. To record a comment, press 3. Delete Call back 3. Record Your Name Record your name and press the # sign. Then choose from the following options: 3 4 Record again Delete recording *You can record up to five greetings. Star code: *98 5. Record a Message 2 9 Greeting 2... Greeting 5 To confirm the callback, press 1. To cancel the callback, press *. 1 2 Listen to recording Use recording Record your message and press the # sign. Then choose from the following options: 9 Skip 3 Record again 1 Move message 0 Help 4 Delete recording 2 Copy message Figure 5-1. Main Menu Listening to Your Messages Your voic is saved in a centralized location and may be accessed from your phone or from the web interface. The presence of new voic messages is indicated by a flashing Message Waiting Indicator LED on the front of the phone and a visual notification on the graphic display (an envelop ). If the phone is configured for multiple lines, an individual line indicator icon indicates voic messages left on that line. A stutter dial tone in place of normal dial tone is used to indicate that one or more voice messages are waiting at the message center. You can listen to your messages using a number of methods. Issue 1, October

86 Telego PBX User Guide, Release 1.2 From Your Phone Use any of the following options: Dial *97 and press the start button on the telephone keypad. Dial your extension number. Messages From the phone display, press. Choose Message Center, then press the Select soft key. The display shows the number of urgent, new, and old messages. Press the Connect soft key to listen to the messages. From Your Cell Phone Dial into the main number. Once you hear the auto attendant, press 3. The Personal Virtual Assistant will recite your messages and then deliver the prompts shown in Figure 6-3. From an Outside Phone 1. Dial into the main number. 2. From the auto attendant, enter your extension number or if you know the direct dial prefix (8 is default), dial the prefix plus your extension (i.e., if your extension is 511, then enter 8511). 3. Press the star (*) key; otherwise, you will be prompted to leave a message. 4. Enter your voic PIN. Example: Main # * PIN Note: To set up an access code, see in this chapter. When you call your mailbox for the first time, you will be prompted to record your name. The recording will be used when someone calls your extension from the auto attendant. You will also be prompted to record a greeting, which you can opt to use in place of your name. Once this has been established, any time you call your mailbox, the auto attendant will automatically recite your messages before delivering the prompts shown in (press the * key to skip your messages and go straight to the voice prompts). From the Web Interface You can also listen to your messages from the web interface. From the Lists tab, click Send message waiting indication. Issue 1, October

87 Forwarding Voic System a Message Forwarding a Message To forward a message to another recipient while listening to the message: 1. Press Press 1 to move the message to a single mailbox. 3. Enter the extension number. 4. Press #. To copy a message to another recipient(s) while listening to the message: 1. Press Press Enter the extension number. When copying to multiple extensions, separate them by the # sign. 4. Press ## when finished. Leaving Voic Messages When you call a user who is not available, you will hear either the user s extension or the recorded name. If you are calling from another extension, you have the option of receiving a callback (press 1) or leaving a message (press 2). After leaving a message, press the # key. The options shown in will become available. Table 5-1. Options When Leaving a Voic Message Key Feature 1 Delete the message. 2 Record the message again. 3 Mark the message as urgent. 4 Mark the message as private. 0 Send the message and go to the operator. 9 Send the message and hang up. Issue 1, October

88 Telego PBX User Guide, Release 1.2 Composing a New Message When composing a new message, you have the option of moving the message to a single mailbox or copying the message to one or more mailboxes. 1. Access your voice mailbox. 2. If you have messages waiting, press * to skip to the main menu. 3. Press 5 from the main menu. 4. Record the message. 5. Press the # sign. 6. Select an action: Press 1 to move the message to a single mailbox. Press 2 to copy the message to one or more mailboxes. Use a # sign to separate multiple mailboxes. 7. Press ## when finished. Recording Personal Greetings You can record up to nine individual greetings. Any one of the greetings can be used as your primary greeting when you are away from the office. Greetings will remain on the system and can be activated whenever you need them. When you record greetings, you must assign a number to each greeting; for example, *1 is your first greeting, *2 is your second greeting, etc. Greeting 0 is the initial greeting that was activated at the time you set up your voic box. You can create up to nine greetings. To record a greeting: 1. Dial *98 followed by the first greeting number (*1). 2. Press the start button on the telephone keypad. Example: 5* 9 8 5* 1 Dial Greeting 1 5* 9 8 5* 2 Dial Greeting 2 5* 9 8 5* 3 Dial Greeting 3 5* 9 8 5* 4 Dial Greeting 4 5* 9 8 5* 5 Dial Greeting 5 If you need to rerecord a greeting, activate the greeting and record (i.e., dial *98*6 followed by the start button to begin recording greeting 6 again). 3. To activate a greeting, dial your extension number and press 9. Select the greeting you want to use. (Press * if you need to get to the main menu of the mailbox.) Issue 1, October

89 Advanced Voic Features System Hearing Your Personal Greetings 1. Access your voice mailbox. 2. Press * to skip to the main menu. 3. Press 9 from the main menu to hear your recorded greetings. Advanced Features Send a Voic Message Without Ringing Extension(s) The voic system allows you to send voic messages to other users without ringing their extension. This is done by calling the voic system rather than the user s phone. Scenario: Suppose two employees, Mary and Jack, are working on a project, and Mary has some information that Jack needs. Rather than phone him, she calls the voic system and records a message for Jack. She then tells the voic system to send it to Jack s extension. The message is immediately put into Jack s voice mailbox without his phone ever ringing. Jack s message waiting light immediately alerts him of a new message. The message can be sent to any number of additional employees. To send a voic to multiple extensions without ringing extensions: 1. Enter your extension into the telephone keypad. This should bring you to the main menu of the auto attendant. If you hear your message instead, press the * key on the telephone keypad. 2. Press Record your message, then press the # sign. 4. Press 2 to copy the message to an extension(s). 5. Enter the extension(s). Be sure to separate multiple extensions by the # key (press ## when finished). Example: # # # Issue 1, October

90 Telego PBX User Guide, Release 1.2 Transfer a Call Directly to Someone s Voic If your system administrator has enabled a direct dial number, which allows you to call your voice mailbox directly, you can blindly transfer a call to someone else s voic . The default for direct dial is 8. If you are unable to use this default, see your administrator. 1. Put the call on hold using the Hold button on your telephone keypad. 2. Press the Transfer key. 3. Enter the mailbox prefix number and the extension number. 4. Press the start button on the telephone keypad. Example: Hold Transfer * Dial The caller will be transferred to the extension s voic . Because the caller will bypass the voic timeout, the caller will not hear any ringing. To call a person s mailbox directly, dial 8123 followed by the start button. Example: Dial Listen to Voic on Cell Phone Dial the main number from your cell phone, then press 3. Receive Voic s on Account To receive voic s in your account (as WAV files), you must enable the appropriate setting from the web interface. See Settings. Voic Notification Via To receive notifications of voic messages or missed calls, see the After sending a message setting in Chapter 4. Via Cell Phone To receive alerts when a new message has arrived in your voic , see the Call cell phone when new message arrives setting. Issue 1, October

91 Voic Voic Feature System Codes Voic Feature Codes Send Voic to Account (*95/*96) 1. Dial *95 and press the start button on the telephone keypad. Example: * 9 5 * 9 6 Dial Dial Activate Deactivate All voic s will be sent to your (be sure to check your spam folder). Important: When using the *95 star code, you will not receive voic s on your phone. All voic s will be directed to your account only. If you prefer to receive voic messages on both your phone and account, use the Send a mailbox message by setting. You can also request an containing the details of a particular call (caller-id, call duration, and time of call). See the Request Call Details (*63) star code in Chapter 3. Go to Voic (*97) Listen to the messages from your main phone: Dial *97 and press the start button on the telephone keypad. Example: * 9 7 Dial Listen to the messages from an outside phone: 1. Dial into the main number. 2. From the auto attendant, enter your extension number or if you know the direct dial prefix (8 is default), dial the prefix plus your extension (i.e., if your extension is 511, then enter 8511). 3. Press the star (*) key; otherwise, you will be prompted to leave a message. 4. Enter your voic PIN. Example: Main # * PIN Issue 1, October

92 Telego PBX User Guide, Release 1.2 Go to Group Mail (*97) Group mailboxes can be used for anything from a joint boss/secretary mailbox to a place to collect calls that come in after hours, during lunch, or during a holiday. If you share a mailbox with other users, you can access its voic messages in a way similar to accessing mail from a single-user account. The group mailbox is created by designating an extension exclusively for groupmail (i.e., it cannot be used as an extension). The extensions of the members allowed to access the mailbox are listed in the mailbox settings. Note: The messages that are left in the group mailbox can be picked up from either your individual extension or the group mailbox extension. Listen to the group messages from your main phone: Dial *97 and press the start button on the telephone keypad. Example: * 9 7 Dial Listen to the group messages from an outside phone: 1. Dial into the main number. 2. From the auto attendant, enter the extension number of the shared mailbox or if you know the direct dial prefix (8 is default), dial the prefix plus the extension (i.e., if the extension is 511, then enter 8511). 3. Press the star key; otherwise, you will be prompted to leave a message. 4. Enter the voic PIN of the shared mailbox. Example: Main # * PIN For more information on the group mailbox, see Mailbox Settings. Set up Your Voic Box (*97) To set up your mailbox, dial *97 and press the start button on the telephone keypad (you can also enter your extension number). The auto attendant will take you through the various steps in setting up your mailbox. Clear Message Waiting Indicator (*99) The message waiting indicator (MWI) notifies you when you have a new message. Depending on the type of phone you have, the light will be either yellow or red. For all phones, the light blinks when a new message has arrived. Once you have listened to the message, a solid light replaces the blinking light. To clear the message indicator without listening to your messages, dial *99. (This will not delete your messages; it will only clear the indicator.) Note: If the MWI never lights, you may need to activate the Send message waiting indication setting mentioned in Chapter 4. Issue 1, October

93 Chapter 6 Cell Phones Overview One of the most valuable benefits of cell phone integration is the ability to receive calls regardless of where you are, without having to worry about unwanted ringing during off hours. You define which hours of the day or night you want to receive calls. Whether the phones ring simultaneously or in sequence, or whether the cell phone rings at all, is controlled by you. The cell phone is treated like a registered IP phone. When calls come in, the system dials both your cell phone and your desk phone. PBX-to-cellular capability gives you numerous advantages, including a reduction in your cell phone bill and access to PBX star codes. And because the PBX recognizes you when you call into the system from your cell phone, you can easily access the Personal Virtual Assistant. Advantages of cell phone integration are highlighted in Table 6-1. Table 6-1. Cell Phone Features Feature Functionality Benefit Simultaneous Ring Indivualized Calling Schedule Ring Delay Safety Net for Office Phone Cell phone integration enables you to specify another phone number that will ring at the same time as your extension. This could be a cell phone or any other number. Set your own calling schedule. This schedule determines when your cell phone will respond to office extension calls. Ring delay determines how long your office extension will ring before the cell phone redirection takes place. This is helpful if you are in and out of the office all day long. If your extension is disconnected from the system at any time, your calls will automatically be sent to your cell phone. When reconnected, your extension will resume ringing. Never miss a call again. Make yourself available for customers whether in the office or not. Receive extension calls on your cell phone any time of day. Set your own schedule. Set your extension to ring for 10 seconds (before ringing your cell phone) so you have enough time to answer the call. You are still accessible even during unexpected events (e.g., power failure). Note: Cell phone integration is different from having two phones registered to the same extension. Registering two phones to the same extension allows you to merely receive calls at one of two locations. Cell phone integration allows you to receive calls at any location, as well as be reached at numerous phone numbers. Configuring a cell phone to your account allows you to be accessible at all Issue 1, October

94 Telego PBX User Guide, Release 1.2 times, even in the event of a power failure. If at anytime your office extension (or remote extension) is disconnected from the Telego VoIP system, your calls will automatically be sent to your cell phone. Once your phone is reconnected, incoming calls will automatically be rerouted to your extension. Figure 6-1 illustrates the role that the cell phone plays in handling an incoming call. First, the cell phone is configured to be included in all calls. Next, the call rings both phones. In the event the user decides not to answer the call, the caller can leave a message. You have numerous options for listening to the message. 1. Include cell phone in calls to extension. Cell phone number: Cell phone number: Confirmation: Include the cell phone in calls to extension: 2. Incoming calls ring both your desk phone and your cell phone. 3. Voic messages can be picked up from either the desk phone, cell phone, soft phone, or through Home Inbox 243 s x traveling Wednesday x RE: New images for cell p x Delete Reply Forward Spam Move Actions View: All From Subject Date voic @telego.com Voic from (879) Wed 11/25, 8:31 AM voic @telego.com Voic from (212) Wed 11/25, 8:31 AM Figure 6-1. Cell Phone Integration in Action Cost Savings Once your cell phone has been integrated to your account, you can use the Callback feature to reduce the costs of international calling. (The Callback feature is also available through the Calling Card account.) Issue 1, October

95 Cost Cell Savings Phones Callback The Callback feature is ideal from not only a cost savings perspective but also from a billing perspective. You can call into the system to request a callback from any destination you designate. Regardless of where each call is made from and to, all calls will be listed in the same account. Single-location billing allows employees who work from home to keep their personal lines separate from their business calls. This feature is designed for users making calls from international destinations back to their home country. Neither you nor the party receiving the call will be charged for the call. The call will be charged to your extension. If you have a cell phone plan that charges only for outbound calls, your international calls will be free if you place those calls using the Callback feature. Note: The Callback feature can be used from a phone that has not been integrated to your account (e.g., a phone from your hotel room); however, it is much simpler from a phone that is registered. Request a Call Back Once your cell phone has been integrated as part of your extension, the Call Back feature is easily accessible through the Virtual Assistant and requires neither an extension number nor a PIN number when you initiate the Call Back. 1. Dial into the system. The Personal Virtual Assistant announces the options. 2. Press 2 to initiate the callback. The phone will be silent for approximately 30 seconds before the system calls you back. 3. Enter the destination number followed by the # sign. Calling Card Account The system will connect the call, billing both calls to your extension number. Before you can use the calling card, you need to know the extension number of the account (see your administrator). A calling card account can can be used in numerous ways: As a standard calling card to reach out to a third-party web server for call authentication and pin use. To dial into the system and have the system dial out. To dial into the system and request a callback. The calling card is ideal when traveling because it allows you to place outbound calls from the system without logging into your extension. And regardless of where you are calling from, you can present the caller-id of your office (or you can block your caller-id). The calling card allows you to make international calls at a much lower rate than if you dial the calls directly. For example, dialing the Caribbean from the United States costs in excess of $1.00 per minute if you dial direct. With the calling card and SIP trunking, it could cost you as little as $0.20 per minute. Issue 1, October

96 Telego PBX User Guide, Release 1.2 To initiate a callback using your calling card account: A calling card account enables you to call into the system from a phone that has not been configured to your account and initiate a callback. See your administrator if you do not know the extension number of the calling card account. 1. Dial into the calling card system using the phone number provided by your administrator. The Auto Attendant announces your options. 2. Enter the extension number of the calling card account. 3. Enter your extension number. 4. Enter your PIN. 5. Enter the destination number followed by the # sign. (You can enter a phone number or an extension number.) The system will connect the call, billing the call to your extension number. Once your cell phone has been configured to your extension, you can use the calling card to make these calls from your cell phone. Although calls made using the calling card still consume your cell phone minutes, the rates are less expensive than calling directly. All calls placed using the Calling Card feature can be viewed from your Call Log. Configuring Your Cell Phone Add a Cell Phone to Your Account To add a cell phone to your account, go to Settings > Redirection. The following screen will be displayed: Issue 1, October

97 Configuring Cell Phones Your Cell Phone Figure 6-2. Adding a Cell Phone Use the following as a guide when configuring your cell phone. For more information about these settings, see Cell Phone Integration. 1. Cell phone number: This field can be populated with any phone number (it does not require a cell phone number). Multiple numbers can be entered into this field (use a space as a field separator). Enter the number without any spaces or punctuation (the system will add the parentheses and hyphen). 2. Confirmation: When this setting is activated, calls that are unable to reach you due to a power outage will not go to your voic (see Safeguard Against Loss-of-Signal Events below). 3. From this setting, you can determine the length of time that lapses before your cell phone rings or whether it rings at all. 4. This setting allows you to exclude hunt group calls from ringing your cell phone. 5. This setting allows you to exclude agent group calls from ringing your cell phone. 6. From this setting, you can specify the specific times that you would like to have your calls ring through to your cell phone (see Set Time-of-Day and Holiday Routing in this section). Issue 1, October

98 Telego PBX User Guide, Release 1.2 Safeguard Against Loss-of-Signal Events In the event of a power outage (or if your phone has been turned off), incoming calls are typically terminated on your cell phone s voic ; however, calls can be missed in this way. To prevent this, activate the Confirmation feature so that the system will wait until you accept the call (by pressing 1) before it actually connects the call. The system will not send the call to voic . This way, the caller is likely to call right back. To configure this setting, select Press 1 to connect the call as shown below: Set Time-of-Day and Holiday Routing You can specify a schedule that the PBX will follow when ringing your cell phone or any other phone that has been configured to your account. Use the dropdown as shown below, and refer to Cell Phone Integration for instructions on populating the days-of-week and holiday fields. Ring My Cell Phone When Voic Arrives Activate this feature if you ve decided against forwarding your calls to your cell phone but still want to be alerted when a new message arrives on your extension. Once a caller has left a message, the system will call you on your cell phone. Press 1 to pick up the message. To activate this feature: 1. From the Settings tab, click Mailbox. Then click Yes to activate the Call Cell Phone feature as shown below: Issue 1, October

99 Feature Cell Phones Codes 2. Tell the system not to include your cell phone in any incoming calls. To do this, modify your cell phone redirection settings, as shown below (see also Figure 6-2). Note: Putting your phone into DND mode (using *78) will prevent incoming calls from ringing your cell phone; however, you will be notified of new voic messages as long as you activate the setting shown in Step 1 above. Feature Codes The feature codes used in this section are related to cell phone use (*51, *52, or *00) and must be executed from the extension phone. For information about other star codes that can be executed from the cell phone, go to the Personal Virtual Assistant. Retrieve Call From Cell Phone (*51) This feature allows you to pick up an in-process cell phone call on your extension phone. This feature can be used only for calls that have been made from the cell phone (through the Virtual Assistant) or which have been redirected to your cell phone. Calls that have been made directly to your cell phone (without involving the PBX) cannot be picked up on your extension phone. Issue 1, October

100 Telego PBX User Guide, Release 1.2 Scenario: You re on your way to the office and you need to call a client, so you call into the PBX and place an outbound call. You speak with the client on your way to work, and once you arrive at the office, you decide to pick the call up from your office phone. To transfer a cell phone call to your extension: 1. From your cell phone, call into the main number of the PBX (your cell phone must be associated with your account). 2. From the Personal Virtual Assistant menu, press 1 for outbound call. 3. Enter a destination number. 4. Press the # key. 5. When you re ready to pick the call up from your office phone, dial *51 from the office phone. Once the call has been connected, your cell phone will disconnect and will no longer accumulate minutes. Move Current Call to Cell Phone (*52) This feature allows you to move a current call from the extension phone to the cell phone. (Note: Your cell phone must be configured to your extension before this feature can be used.) Scenario: You re on your extension in the middle of a conversation and need to leave the office. Instead of ending the conversation, you put the caller on hold and transfer the call to your cell phone. To transfer an extension call to your cell phone: 1. Place the extension call on hold. 2. Dial *52 from your office phone. 3. Answer the call on your cell phone. Bring an Unscheduled Party into a Scheduled Conference (*53) The Conference (*53) feature allows you to quickly bring someone into an in session conference, even though the individual is not part of the participant list. The party being added can be using either a cell phone or a regular phone. The benefit of this feature is that the new party doesn t need to know the conference number or access code and is required to do nothing but answer the phone. The party in charge of the conference needs to simply call the new party (from a line that is separate from the conference) and bring him into the conference using *53. Scenario: You re in the middle of a conference call and you realize you need the input of someone who is not present in the conference. The individual happens to be on the road traveling to a meeting, so you call the person on his cell phone* and connect him to the conference using the Conference feature. Issue 1, October

101 Personal Cell Phones Virtual Assistant To bring the party into the conference: 1. Call the party from a different phone line. (Use the *00 feature if you need to access the individual s cell phone but do not know what that number is.) 2. Place the call on hold. 3. Enter *53, then press the start button on the telephone keypad. Line * Hold Dial Call Cell Phone of the Extension (*00) This feature allows you to call someone else s cell phone without your knowing what that cell phone number is. (Note: The individual s cell phone number must be configured as part of the extension you are calling.) Scenario: You notice that your boss has just left the building when an important call comes in. You have no idea what his cell phone number is, but it is imperative that you speak with him. You know what his extension number is, so you use the *00 star code with his extension number. Because the system sees the extension and the cell phone number as being the same, the system is able to ring his cell phone. To call someone s cell phone without knowing the number: 1. Dial *00 followed by the person s extension number. 2. Press the start button from the telephone keypad. * Dial The system will connect you to the individual s cell phone. Personal Virtual Assistant Once your cell phone has been configured as part of your account, the system will recognize you when you call into the system from that phone. Instead of hearing the auto attendant, you will hear the Virtual Assistant, which presents a new set of prompts. To access the Virtual Assistant: 1. From your cell phone (or another phone that has been configured to your extension), press 3 ( Go to your mailbox ). Issue 1, October

102 Telego PBX User Guide, Release Anytime during the announcement, you can enter a star code. For example, if you forgot to set call redirection before leaving the office, use *71 (call redirection) and enter a call forwarding number. In the example shown below, all calls will be forwarded to Voice Mail * # 1 Make an Outbound Call 1. Enter your access code. 2. Enter the destination number followed by the # key Receive a Callback When the system rings your phone: 1. Answer the phone. 2. Enter the outbound number and press the # key. Go to Your Voic You can access feature codes from the voic system. For example, enter the feature code followed by the # key (*67#). Go to the Auto Attendant Press 1 for Sales. Press 2 for Support. Press 3 for Accounting. Press 4 for the dial-by-name directory. Press 9 for all other inquiries. Use feature codes from your cell phone. Making Calls *66 Redial *69 Call Return *90 Intercom 1 Transferring Calls *77 Transfer 2 *85 Call Park 3 *86 Call Park Retrieve 3,5 *87 Call Pickup 3,5 Anonymous Calls *67 Block CID (Activate) *68 Block CID (Deactivate) *88 *89 Block Anonymous Calls (Activate) Block Anonymous Calls (Deactivate) TeleGo Star Codes Call Forwarding *70 Hot Desking *71 Call Forward All (Activate) 2 *72 Call Forward All (Deactivate) *73 Call Forward Busy (Activate) 2 *74 Call Forward Busy (Deactivate) *75 Call Forward No Answer (Activate) 2 *76 Call Forward No Answer (Deactivate) *78 DND (Activate) *79 DND (Deactivate) *80 Set Night Mode for Domain Accounts 3 Voic *95 Send Voic s as s (Activate) *96 Send Voic s (Deactivate) *97 Go to Voice Mail *98 Record New Greetings *99 Clear the Message Indicator Call Center *64 Agent Log In 3, 5 *65 Agent Log Out 3, 5 *81 Call Barge In 1 *82 Teach Mode 1 *83 Listen In 1 Cell Phones *51 Retrieve Call from Cell Phone *52 Move Current Call to Cell Phone *00 Call Cell Phone of the Extension 1 Miscellaneous *53 Conference *61 Show Account Balance *62 Wakeup Call *63 Request Call Details *84 Clean up an Extension *91 Add to White List *92 Add to Black List *93 Record ON 4 *94 Record OFF 4 Figure 6-3. Personal Virtual Assistant Issue 1, October

103 Chapter 7 Faxing This chapter shows you how to send and receive faxes using vfax. vfax allows you to send and receive faxes from your computer. You do not need a physical fax machine. This enables you to send and receive faxes from anywhere that you can check your . Installing vfax Client Logging In Sending a Quick Fax (No Cover Page) Sending a Custom Fax Contacts List Changing Your Company Header Support Installing vfax Client The vfax client can be installed on your desktop to make it easier to access your fax account; however, you do not need this client in order to send and receive faxes. You can access your account via as detailed in the Logging In section that follows this one. 1. Enter into a web browser. 2. Click OK. Issue 1, October

104 Telego PBX User Guide, Release Double-click the.exe file: 4. Click Run. 5. Click Next. Issue 1, October

105 Installing Faxing vfax Client 6. Browse to a new installation folder or use the default and click Next. 7. Click Next to confirm the installation. 8. When the installation is complete, click Close. 9. To create a shortcut on your desktop, right-click your desktop, then click New. Then click Shortcut. Issue 1, October

106 Telego PBX User Guide, Release Navigate to the VNetFax application location and click OK. 11. Click Next. 12. Enter a name for the application, then click Finish. Issue 1, October

107 Logging Faxing In The icon is displayed on your desktop: Logging In 1. Go to Note: We recommend that you use Google Chrome or Firefox. 2. Enter your login credentials as shown below: Issue 1, October

108 Telego PBX User Guide, Release 1.2 The vfax home page is displayed: Sending a Quick Fax (No Cover Page) This method allows you to send a file to another fax number quickly; however, you cannot included a cover or customize the fax in any way. 1. From the bottom left of the home page, enter the recipient s fax number into the To field. 2. Browse to the location of the file. Acceptable formats include JPG, PDF, Adobe Post- Script, TIFF, Microsoft Word, Excel, CSV, HTML, and plain text formats. 3. Click go. The recipient will receive the entire file that was sent. Sending a Custom Fax 1. Click Send a Fax at the far right panel: Issue 1, October

109 Sending Faxing a Custom Fax 2. Enter a fax number into the field shown below: 3. Click the green plus icon. 4. For multiple recipients, repeat Steps 2 and 3 for each recipient. A list of fax numbers will be displayed as shown here (if desired, click the red X to delete recipients): Issue 1, October

110 Telego PBX User Guide, Release Click the Continue button at the bottom of the screen. 6. For the fax itself, you have the following options: The following steps show you how to create a fax using the online editor. This option allows you to create a message without having to use an external file. To use this method: 1. Click the green plus sign and enter a file name: 2. Enter a fax name into the field shown below: 3. Click Edit document. 4. Type your message in the space shown here: 5. Click the Submit button at the bottom left part of the screen. The fax has been placed in a queue. You can click the Send Fax button to send the fax. You can also add additional faxes to the queue. Issue 1, October

111 Contacts Faxing List Contacts List To add contacts and their fax numbers to your contacts list: 1. Click My Contacts from the right navigation panel. 2. Enter the contact s information into the fields shown below: 3. Click Add new entry. The contact is displayed in the Contacts list when you choose the Send a Fax function from the right navigation panel: Issue 1, October

112 Telego PBX User Guide, Release 1.2 Changing Your Company Header All outbound faxes include a header that is displayed at the top of each faxed page. To change this header: 1. Click the Support icon from the top navigation bar. 2. Click the option as shown below: 3. Enter a new account name: Note: The account name must be between 4 and 30 characters in length. Use alphabetical and numerical characters only. Support 1. From the right navigation panel, click Support. 2. Populate the fields as shown below, then click go. Issue 1, October

113 Glossary of Terms and Abbreviations SIP (Session Initiation Protocol) GUI (Graphical User Interface) A GUI, pronounced GOO-ee, is an interface for issuing commands to a computer, utilizing a pointing device, such as a mouse, that manipulates and activates graphical images on the monitor. DND (Do Not Disturb) DND is a feature that allows you to silence your phone from all incoming calls, even calls made to a hunt group or an agent group. DND can be activated in numerous ways. See Chapter 2, Using the PBX from the Phone, for more information. IP PBX (Private Branch Exchange) The system which controls the calls within your office. It has functionality like voic , hunt groups, auto attendants (virtual receptionist), and conference rooms. A PBX switches calls between VoIP (voice over Internet Protocol or IP) users on local lines while allowing all users to share a certain number of external phone lines. The typical IP PBX can also switch calls between a VoIP user and a traditional telephone user, or between two traditional telephone users in the same way that a conventional PBX does. SIP (Session Initiation Protocol) SIP is a generic standard that allows for compatibility with other SIP-based products. SIP establishes sessions for such features as audio/videoconferencing, interactive gaming, and call forwarding that are deployed over IP networks. SIP enables Internet service providers to integrate basic IP telephony services with Web, , and chat services. Star Codes Star codes allow you to access PBX features more easily. Star codes are two-digit numbers prefixed with a star (*) and are used to tell the system what to do. Each star code maps directly to an action of the system. VoIP (Voice over Internet Protocol) VoIP is a technology that allows telephone calls to be made over the Internet. VoIP converts analog voice signals into digital data packets and supports real-time, two-way transmission of conversations using Internet Protocol (IP). Issue 1, October

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115 Index A address book and anonymous calls 40 create address book entries 68 delete address book entries 72 edit address book entries 71 ad hoc. See conferencing agent groups 39 and cell phone settings 60 and DND 44 logging in and out 45 anonymous calls blocking your caller-id 40 rejecting using *88 41 attended transfer 36 B barging in on calls. See call barge black list. See also white list. classify a contact 48 blind transfer 36 block anonymous calls 41 block caller-id 40 blocking calls. See also black list. C call barge 46 call center agent log in/log out 45 barging in on calls 46 listening in on calls 46 teach mode 46 call details request using *63 star code 47 caller-id and anonymous calls 41 blocking 40 unblocking 40 calling card account balance 47 call listen-in mode 46 call log view on web interface 67 call monitoring specify extensions 55 specify monitoring permissions 56 call park and retrieve 37 call pickup 38 call recording retrieve recording through call log 67 using *12 star code 48 call return 35 call teach mode 46 cell phone and blind transfer 36 and DND 44 and loss-of-signal events 90 call a cell phone without knowing number 93 call from extension 93 cost savings 86 retrieve call from cell phone 91 send calls to 92 send call to cell phone 92 cell phone integration and agent groups 60 and hunt groups 60 call to remind of phone message 62 configure settings for 59 specify ring schedule 60 cell phones and conferencing 40 retrieve call from cell phone 91 send call to cell phone 92 virtual assistant 93 clean up extension 48 conferencing and cell phones 40 D DND (do not disturb) 44 and hunt groups/agent groups 44 Issue 1, October

116 Telego PBX User Guide, Release 1.2 set from web interface 57 set using feature codes 44 document (user guide) outline 1 revision history 1 domain address book 72 E integrate an address with your account 63 send an of system status changes 64, 65 send an record of incoming calls 64 send call details to account 47, 83 send voic s to account 63, 83 extension view extension details 73 F feature codes. See star codes. forwarding calls through the web interface forward all calls 58 forward calls only when busy 58 forward calls when no answer 58 hot desking 58 using star codes forward all calls 42 forward calls only when busy 43 forward calls when no answer 43 hot desking 41, 42 G greetings record new greetings 80 group mail 84 specify extensions that can access 62 H hold a call. See also call park. hot desking 41 and agent groups/hunt groups 41 specify extension 58 hunt groups 39 and call pickup 39 and cell phone settings 60 I and DND 44 instant messaging from the web interface 65 intercom 35 L listening in on calls. See call listen in M mailbox escape account 62 messages leaving a voic message 79 message waiting indicator. See MWI. missed calls receive s for missed calls 64 retrieve through web interface 67 return calls through Missed Calls list 68 monitoring extensions permitting others to monitor your extension 56 MWI (message waiting indicator) clear the MWI 84 request an MWI 62 P park orbits preferences 56 password changing via web interface 55 phone calls. See also forwarding calls and transferring calls. one-click calling (web interface) using your address book 68 using your call log 67 using your missed calls lists 67 recording calls 48 request details of 47 phones clean up an extension 48 picture upload through web interface 55 PIN and shared mailboxes 62 Issue 1, October

117 Index Polycom phone answering a call call lists 30 conferencing 17 customizing your phone 7 10 distinguishing incoming calls 27 diverting calls 29 do not disturb 23 ending a call 14 forwarding calls instant message multiple call appearances 26 multiple lines phone directory 16 phone tour 3 5 putting a call on hold 15 redialing a number 14 rejecting incoming calls 28 text message transferring calls R record calls 48 redial last number called. See also calll return. using star codes 35 using the missed calls list 67 return a call using feature codes 35 using the address book 68 using the call log 67 using the missed calls list 67 ringing transfer 36 S screening calls anonymous calls 40, 57 star codes complete set of feature codes 34 definition 33 star codes (by number) *00 (call cell phone from extension) 93 *000 (clean up an extension) 48 *52 (send call to cell phone) 92 *53 (conference) 39 T *61 (show account balance) 47 *62 (wakeup call) 47 *63 (request call details) 47 *66 (redial) 35 *67 (block caller-id - activate) 40 *68 (block caller-id - deactivate) 40 *69 (call return) 35 *70 (hot desking) 42 *71 (forward all calls) 42 *72 (forward all calls - deactivate) 43 *73 (forward calls on busy) 43 *74 (forward calls on busy - deactivate) 43 *75 (forward calls on no answer) 43 *76 (forward calls on no answer - deactivate) 43 *77 (transfer) 36 *78 (DND) 44 *79 (DND - deactivate) 44 *81 (call barge in) 46 *82 (call teach mode) 46 *83 (listen-in mode) 46 *86 (call park retrieve) 39 *87 (call pickup) 39 *88 (block anonymous calls) 41 *89 (block anonymous calls - deactivate) 41 *90 (intercom) 35 *91 (add call to white list) 48 *92 (add call to black list) 48 *95 (send voic s to ) 83 *97 (go to voic ) 78, 83 *98 (record new greetings) 80 *99 (clear message indicator) 84 teach mode. See call teach mode transferring calls attended transfer 36 blind transfer 36 from mobile device 36 transfer a ringing call. See also call pickup. transfer call to voic 22, 37, 82 V virtual assistant 93 voic Issue 1, October

118 Telego PBX User Guide, Release 1.2 activate message waiting indicator (MWI) 62 add a comment to a message 77 change your PIN 76, 77 configure voic settings 61 delete a message 77 enable voic box 61 fast-forward through messages 77 go straight to voic 83 group mail 84 language of voice prompts 55 leave a message 79 mailbox escape account 62 message playback 77 move or copy a message 77 receive voic s in account 83 record a greeting 77, 80 record a welcome message 76 record your name 76, 77 repeat a message 77 request a callback 77 ring my cell phone when voic arrives 90 set announcement through web interface 62 set up voic box 84 skip a message 77 transfer call to another s voic 37 transfer call to your voic 36 W wakeup call using star feature codes 47 using the web interface 56 web interface address book 68 call forwarding 57 call monitoring preferences 56 change your password 55 change your PIN 55 hot desking, specify extension 58 instant messaging 65 park orbit preferences 56 pickup preferences 56 set DND 57 upload picture 55 viewing important lists your complete call log 67 your missed calls 67 white list. See also black list. add a contact 48 Issue 1, October