Access Cloud Hosted PBX

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1 Access Cloud Hosted PBX Small Office/Home Office (SOHO) Self-Install Guide Access One Customer Care:

2 Welcome to Access One s Access Cloud Hosted PBX. Your company is deploying an innovative, cloud-based, voice solution rich in features that will exceed your communication needs for years to come. With Access One, not only do you get technology solutions delivered with care, but also our personal pledge to ensure your complete satisfaction, a declaration that is shared by every member of the Access One team. Inside this installation guide, you will find the necessary details to install and begin using your Access Cloud Hosted PBX service. If at any time you have questions or are unable to complete the installation, you can reach Customer Care by calling Let s get started! Phone Distribution and Assembly Each box will be tagged with an extension. Identify one user extension as the test extension. Take the box tagged with that extension to the location where that extension is used. Follow the quick start guide to assemble the phone. Once the phone is assembled, store the box in a safe location. Power and Internet Connections There are several models of phones and yours might not be identical to the pictures below, but the ports and their markings are similar on all Polycom IP phones. Connecting the Power Attach the power cable to the 48v DC port (or 24v DC port depending on the phone model) on the phone, and plug it into a standard electrical outlet. If you have a Power over Ethernet (PoE) switch, this step is not necessary. 2

3 Connecting the Phone to your Network The telephone must be attached to your network in order to access the Internet to receive telephone service. This can be done multiple ways. Your IT/network administrator should be able to provide details on your specific situation; however, three common methods are listed and illustrated below. A Note about WiFi: Polycom phones do not connect via WiFi, and require a direct Ethernet cable connection. Method 1 Direct Connection to Internet gateway device (i.e. cable modem, DSL modem, LAN switch).-using the Ethernet cable, directly connect one end to your Internet gateway device. Connect the other end to the LAN port on your Polycom phone. Example of a cable modem Method 2 Ethernet wall jack Connect one end of the Ethernet cable to the LAN port on the phone. Connect the other end to the LAN port wall jack. 3

4 Method 3 Current Ethernet connection to your PC - If your computer currently is attached with an Ethernet cable, unplug that Ethernet cable from the back of the PC and attach it to the LAN port on the phone. Using the supplied Ethernet cable, attach it to the PC port on the bottom of the phone, and attach the other end to the LAN port on your computer. Ensuring Registration Once connected to the Internet, the phone will register with the Access One platform. When the phone successfully connects, it will display the assigned extension, and in the case of model VVX500, a check mark will display next to the extension as depicted in the image below. Keep in mind, every Access One-supplied phone is tested and registered to the service prior to shipping. If your phone does not register as described, please validate that your internet connection is operational. If problems persist, please contact the Access One Care Team. Outbound Test Call After successfully registering your phone, (with your Access One paperwork handy) please pick up the receiver and dial your Access One Order Manager, as indicated on your paperwork. When you reach your Order Manager, identify your account, and inquire whether you require number porting. If number porting is required, the Order Manager will work with you to schedule. If the call does not complete, contact the Access One Care Team. If you were issued a new telephone number (you do NOT require porting) and your phone is registered, you are ready to skip ahead to the section Verifying Basic Phone Use. 4

5 Reconnect After validating registration and verifying the ability to place outbound calls, there will likely be a one to four week wait to port your numbers (depending upon the capabilities of your previous provider of telephone service). Until your port date, you will want to ensure that your original phone service remains connected in its original configuration. If your previous service was an IP-based or Hosted VOIP solution, you will need to disconnect the LAN cables from your new Access One Polycom phone, and re-connect the cables in their original configuration (to your original handset, not the new Polycom phone). If your service requires number porting, please store any additional Access One phones to be installed in a safe location. Do not remove the phones from their boxes. If you do not require number porting, you may place any additional handsets on desks and connect to your LAN in the same manner as the test service. Phone Number Porting and Activation If you have an existing number, your Access One Order Manager will have scheduled a day and time for you to call in to port your number to the Access One service. In situations where your phone is a standalone extension at a home office or a branch office, your number may be ported with the main office location. Please check with your Access One Order Manager or designated phone contact at your company. Three days before the port date, please move all phones (still in their boxes) to the locations where the extensions (as indicated on the boxes) will be used. Unbox the phones and set up as done for the test extension. Do not connect power or LAN cables. On the day of your number port, connect power to all phones (unless you are using a PoE (power over Ethernet) router. Plug in LAN cables for all phones, using the method followed for the test extension. Make outbound calls from each phone to your cell phone to ensure registration/connectivity. Call the Access One Self Install Hotline. The Access One hotline team member will be able to guide you through the next steps of your HPBX system installation. Verify Basic Phone Use 1. Complete inbound and outbound test calls. A good test of this capability is to dial your cell phone using your Polycom desk phone. Next, return the call from your cell phone to your new desk phone. If you ve subscribed to voic , when your desk phone rings, let the call go to voic and leave yourself a message. 2. Complete an extension call to a co worker active on Access One s HPBX service. As long as both phones are successfully registered to Access One s HPBX service, you will be able to dial the 3 or 4 digit extension to ring any other employee, whether at a satellite office, home office, or the company s primary location. 3. Go to our HPBX support website with your phone connected and make sure your Internet connection was successfully reconnected. Bookmark the website to give quick access to portal-based phone management, tips and tricks, and other user content. 4. Make a Long Distance call to verify long distance working correctly 5. Verify Voic working correctly (if subscribing) including the Message Waiting Indicator Light (MWI). If you left yourself a message (as in step 1) you should already see the MWI. Validate Auto-Attendant, Call Flow, and Advanced Features If your service required a specific call flow pattern or auto attendant, please work with your Access One Hotline teammember to validate that these services are functioning as anticipated. 5

6 Review HPBX Service and Handset Functions Once phone service is affirmed, please review all of the available features and functions of your new service. Links to Polycom phone and Access One service guides and videos are below. Please forward to other users at your location, or forward the Access One Welcome that will follow successful installation. Link 1 Link 2 Link 3 Insert MetaSwitch links here when videos are complete Enjoying world-class Hosted PBX Functionality Congratulations on successful installation! Should any issues occur, please contact Access One directly- which can be done via our Care Team at , or simply by pushing the help button on your phone. Thank you! Basic Troubleshooting The 2 pictures below indicate 2 problems that will occur if there is a network connection issue, or if the Internet connection is blocking the phone from reaching Access One. This image indicates that the phone is not connected to the router/switch; notice the Network is down on the top right section of the screen. The red X and the missing extension indicate that the phone is unable to communicate with the Access One s Hosted PBX platform. See troubleshooting steps below to rectify. 6

7 If the phone LCD screen is blank, make sure the phone has a working power source. Validate that either the power adapter is plugged into the phone and the wall outlet or that your router provides PoE. Verify the phone has a standard CAT5 Ethernet cable connecting a router/switch/lan port to the telephone port marked LAN on the back of the phone. If the phone LCD screen has a screen showing anything other than the normal screen with date, time, and extension number, reboot the phone by removing and re attaching the power cord. If the phone appears normal but you cannot make incoming or outgoing calls, verify you have Internet connectivity by trying to access a website through your computer. The phone must have Internet connectivity to work. If you are able to make calls but you experience static, clipping or dropped calls, it may indicate an issue with your LAN or broadband connection. Engage your company Network Administrator for any other issue. Provide as much detail as possible, including the time of the issue, the other phone number involved, and a detailed description of the problem. Calls that drop after a fixed time (i.e 20 minutes) or a phone that does not register is typically the result of a firewall setting that is incompatible with or not configured correctly to work with Access One s HPBX service. If you are (or do not have) a Network Administrator, call Access One at for further assistance. 7

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