User manual Business Voice Digital Phone START + PRO

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1 User manual Business Voice Digital Phone START + PRO Version 1.1 This document and its contents are the property of upc cablecom GmbH. It may only be used within the scope of a service project carried out together with upc cablecom GmbH. The document or parts thereof may neither be copied, reproduced nor made accessible to third parties in any other way without upc cablecom GmbH s written permission. Neither may it be used for other projects. Publication date , document version upc cablecom GmbH

2 Contents 1 Introduction Instructions for the upc cablecom portal Operation for Digital Phone administrators Password for administrators Portal overview: Digital Phone administrator Operation overview for administrators Changing the user data Changing the end device configuration (required for Mobile Client) Changing call diversions Changing the destination for forwarded messages from the voice mailbox or faxbox Changing the user login Speed dial (Digital Phone Pro option) Multiple ringing (Digital Phone Pro option) Operation for Digital Phone users Operation overview for users Create call list Send fax Settings Call diversions Messages End devices Voic box (answering machine) Functions of the voic box Configuring the voic box Listening to voice messages Accessing the voic box remotely Login and address Speed dial for users Connecting the end devices Connection variants Standard connection variant for Business Internet Fiber Power with dynamic IP addresses Standard connection variant for Business Internet Fiber Power with fixed IP addresses Configuration of Fax2Mail / Web2Fax

3 1 Introduction The Digital Phone START + PRO user manual is designed as an instruction manual for using the Digital Phone START and Digital Phone PRO lines and serves as a reference work for the Digital Phone administrator and the Digital Phone user. It allows configurations to be created and settings to be made for daily operations on the one hand, and the installation and support for the associated end devices to be illustrated on the other hand. The telephone numbers, addresses, places etc. used in the examples are for illustration purposes only. Symbols and emphases In this manual, the following symbols are used to denote warnings and information: The exclamation mark indicates information that you should definitely take note of, so as to avoid malfunctions. Tips and tricks to make your work easier. In addition to this user manual, the following documents are available: Quick guide to Digital Phone START + PRO operation Installation instructions for the Digital Phone SIP phones Configuring the Mobile Client for Digital Phone PRO Configuring the service The service is configured and operational according the contract. The configurations can be viewed via this web portal and adjusted where necessary. 3

4 2 Instructions for the upc cablecom portal 2.1 Operation for Digital Phone administrators Password for administrators Digital Phone administrators configure the Digital Phone lines via the upc cablecom business online portal. There are two authorisation levels: Digital Phone administrator: can change all settings. User: limited authorisation levels Our back office will provide you with the login information. You can access the portal via the link https://mybusiness.upccablecom.ch/portal/hosted_pbx/hostedpbxlogin.html Our back office will assign a valid address to the administrator as a login. Please change the password to a combination of letters and numbers. You can also request a new password via the portal. Users receive real login addresses provided that the customer has active customer addresses available. Non-functioning addresses will be defined as logins for other users. No new password can be requested via the portal for these users. The Digital Phone administrator can change the login and password at any time. If you have forgotten the password and the login corresponds to a real address, please enter the user name under login address and request a new password. Complete the procedure by clicking Anfordern. You will receive a confirmation . Follow the instructions contained in the to set a secure password for accessing the portal. To log in, use the address for the Digital Phone administrator as the user name and the password for accessing the portal. 4

5 2.1.2 Portal overview: Digital Phone administrator upc cablecom GmbH - DemoManual Calls Settings Login and address Subscriptions Logout Name of your portal List of all missed, outgoing and incoming calls Configuration of call forwarding, notification and terminals Management of the login and administrative data Overview of contractually defined services and options Exit portal Administration User overview Ringbacks Speed dial Call pick-up Provisioning Management of users, telephone numbers, terminals, functions etc. Used for multiple ringing Management of speed dial numbers Call pick-up on own telephone using speed dial Only for upc cablecom support! Operation overview for administrators Each Digital Phone line consists of three elements: Name: Name of the user with Digital Phone access (name, fax). Number: Digital Phone phone number assigned to the user. End device: End device assigned to the user. Legend Configure user-specific options such as call forwarding, answering machine, mailbox addresses; log in as this user Block / unblock user Edit user, assign end devices and phone numbers, activate fax service Delete user 5

6 Changing the user data Select the desired user with. Title First name Last name Login address Use different contact Set End device(s) Permitted target numbers Activate fax services Local header info Has role finance Select desired title Enter the user s first name Enter the user s last name The address entered here is the user name which the user uses to log in to the upc cablecom web portal. This address must be unique. Will not be used for the service Select the telephone number assigned to the relevant user. Select the end device (telephone) assigned to the relevant user. The contactable destinations can be restricted Authorise the respective user to send PDF formats to a fax The text used to identify the fax can be defined Will not be used for the service Normally, the following entries must be changed to make changes to the users: Title First name Last name Login address Permitted target numbers: can be allocated on a user-specific basis Select from Emergency numbers and internal company calls Whole of Switzerland (fixed-line network & mobile) Switzerland and abroad (fixed-line network & mobile): standard 6

7 Calls to 0900/0901 or 0900/0901/0906 numbers are blocked upon delivery. If calls to these dialling codes are required, please contact the helpdesk Changing the end device configuration (required for Mobile Client) This is required if, for example, the Mobile Client is to be used. For this, the password must be defined in the web portal and also entered on the Mobile Client. The outgoing number of an end device can also be changed. When changing the end device to a new location, the postcode of the new location must be entered without fail. The other parameters should not be changed. Select Settings Select End devices and for the corresponding end device Access data for the Mobile Client: Enter value in UserID under user name Set password in the web portal and enter the same string under password Outgoing number: The outgoing number can be any phone number of the customer numbers as per the selection list. Location (for emergency calls): When the service is launched, the postcode which is known to upc cablecom at this point in time will be entered (customer location or installation address). If the telephone is moved to another location, then the new postcode must be entered in this field. Only then will emergency calls be forwarded correctly to the emergency services. 7

8 Changing call diversions Call diversions are preset. Calls to a phone number will be diverted to the mailbox after 25 seconds. Select Settings and Diversions Select the desired phone number Switch off If busy If end device unavailable (not registered) Temporary call diversion: Call diversion will become active at the end of the entered value Divert to Telephone: can be another phone number at the same customer or an external telephone number Voic Mailbox of the associated line Fax2Mail: Faxbox of the associated line Call diversion if engaged Divert to Telephone: can be another phone number at the same customer or an external telephone number Voic Mailbox of the associated line Call diversion if there is a fault in the access line or with the telephone. Divert to Telephone: can be another phone number at the same customer or an external telephone number Voic Mailbox of the associated line Calls with suppressed numbers Call diversion for calls with suppressed numbers Divert to Voic Mailbox of the associated line Standard absence notification 8

9 Changing the destination for forwarded messages from the voice mailbox or faxbox The addresses as the destination for forwarded messages are predefined. This information must be changed when the user is changed. Select Settings and Messages Select the desired phone number Voic (voice message delivery) Enter an address for forwarded voice messages. The address can be used repeatedly. Salutation for s with voice Enter text: This text will be entered in the subject line of the . messages Pin code for remote access Enter pin code. This pin code is only required when accessing voic remotely. When accessing voic from the associated line, enter 888 or press the key where available. Optionally, you can specify that no voice messages are to be saved, but that instead they are only to be sent by . Fax2Mail (fax message delivery) Format of the fax message Enter an address for forwarded fax messages. The address can be used repeatedly. Select the desired format 9

10 Changing the user login The user login can be changed by the user and the administrator. The administrator can reset the login data when changing user Select User overview Select user with Select Login and address 10

11 Select under Login and address settings Information about the current IP address, number of logins and last login Access restricted to IP Login address Portal password The IP address for the login can be specified in this field. This provides additional security. address for login: this address must be unique. All logins must have the format of an address. To change, click (see table) Enter new password. Confirm password Portal language settings For security reasons, a strong password with capital and lower case letters, numbers and special characters should be used. Repeat password The portal language can be selected. Complete setting with Save. 11

12 Speed dial (Digital Phone Pro option) The speed dial option is prepared for the existing lines. Further settings or changes can be made when changing users. Select User overview - Speed dial The first name and last name will also be entered in this overview when the user name is changed. Free speed dial numbers without assigned users can be defined for selected numbers. For this, please select the desired speed dial number with. Internal user External number Unused Selected the desired user from the list Divert as external: If this click box is not selected, then call diversion to the mailbox will not be considered Enter telephone number and name. Any valid telephone number can be entered (fixed network, mobile, international). The speed dial is valid for all users Select if the desired speed dial is not to be used 12

13 Multiple ringing (Digital Phone Pro option) The option for multiple ringing is implemented using the "Ringback" portal function. The option is fully operational when the service is put into operation. Changes can be made where necessary. Select User overview - Ringbacks let s you view the settings and make changes where necessary. Edit ringback Number The phone number which is assigned to the ringback. Name (used for portal display) Enter desired text Display name (displayed on end Enter desired text devices when a call is received) Language Select desired language for the voic box announcement. Can be edited by customers Open the table with and select the user (voice message delivery) Enter address for forwarded voice messages. 13

14 Timer settings Select under Standard The devices which are included in multiple ringing are listed (1). The users with fax are omitted. Under 2: is the waiting time before unanswered calls are forwarded to the voic box. The list of users can be accessed under 1: with. Select the desired participants in multiple ringing with Ctrl and then by clicking (hold down the Ctrl button and click the end devices with the mouse). Complete the entry with Save and then click Back to return to the previous screen. The waiting time and the announcement can be accessed under 2: with. 14

15 After xx seconds determines the waiting time until the call is diverted after multiple ringing. The desired announcement can be selected under On voic . 15

16 2.2 Operation for Digital Phone users Operation overview for users 2 operation overviews are available for users: Simple mode Calls Send fax Settings Logout List of all missed, outgoing or incoming calls Settings for sending fax Settings for diversions, notifications and end devices Exit portal Expert mode Calls List of all missed, outgoing or incoming calls Send fax Settings for sending fax Settings Settings for diversions, notifications and end devices Speed dial Overview of speed dial numbers Login and address Change the login information: user name, password, portal language ->2.7 Logout Exit portal 16

17 Switch between simple mode and expert mode by clicking the red text "user1". In expert mode, further views are available which are only required for configuration purposes and which are generally only needed when setting up the service or when changing user. 17

18 2.2.2 Create call list Define a time period and create call lists for calls: The lists can be exported to Excel. Select the call type (missed, outgoing, incoming) and the time period. Then click Update. Click Export to download to Microsoft Excel. The naming of the columns in row 1 is always in German. Verrechnungsnummer: billed number Anrufer: calling party Zielnummer: called party Ziel: destination Datum: date Zeit: time Effektive Dauer: effective duration Gesprächsdauer: duration of the call Preis: cost of the call (for information only; special rate like flat are not considered, they are properly calculated for the invoice) 18

19 2.2.3 Send fax Source number Target number Local header info File to send The fax number for your company can be any of your allocated numbers. The number shown under Settings/Call diversions for Fax2Mail will be selected as standard. Fax number of the recipient. Information for the fax header. The file to be sent (PDF) can be uploaded by clicking Browse. When sending faxes from telephone numbers, please remember that the recipient will send their reply to a fax number and not to your telephone number. For this reason, we recommend that you enter the fax number as the outgoing number Settings The menu items Call diversions and Messages are functions related to the voic box. 19

20 2.2.5 Call diversions The system allows you to define the procedure if you are not able to take a call. The diversion function is preset on your voic box after 25 s. You can change the time value or configure and manage other diversions Messages Select Settings in the menu and switch to Messages. Enter the salutation, e.g. Dear Ms Müller and the address to which the voice messages are to be sent. If you use the number as a fax-to-mail line, enter an address for fax messages. Complete by clicking Save. 20

21 2.2.7 End devices Select the sign to make changes to the end device. The lines are configured ready for use. Please do not change any values apart from those explained below. Phone language settings Outgoing number Location (for emergency calls) This controls the choice of language for the welcome text on the voic box (German or English). Choice of number according to list -> the numbers according to the list can be used for outgoing calls. This postcode must show your current location. Emergency calls to the police, ambulance service or fire service will be made on the basis of this information. Select Save before you leave this webpage. 21

22 2.3 Voic box (answering machine) Your Digital Phone voic box ensures that you do not miss any calls, even when you are out and about, your line is engaged, or your Internet connection is down. Your voic box is active and a caller can leave a voice message. Voice messages will be sent to you by e- mail and you can listen to these free of charge, wherever you have access to your Functions of the voic box Record personal greeting Callers can leave messages when you are absent, when your line is engaged or when your telephone is not registered. Delivery of voice messages by ; voice messages can be listened to free of charge wherever you have access to your . Remote access to the voic box Configuring the voic box Record personal greeting 888 Dial the short number 888 from your upc cablecom line. You will hear the voic box main menu. 0 Select the option 0 for mailbox settings. You will hear the voic box configuration menu. The following options are available 1 Record a personal greeting for when you are not available. 2 Record a specific greeting for when your line is engaged. 3 Record your name for an automated greeting. 4 Record a temporary greeting. 5 Change the password to listen to your voice messages from another line. * Back to main menu Listening to voice messages Please note that recorded voice messages are only saved for a short time. Delivery of the voice message by guarantees that you will not miss any messages. By Check your . Recorded messages will be sent as an with a voice file in.wav format as soon as they have been recorded. WAV files can be played directly on your computer with all standard multimedia applications. By telephone 888 Dial the short number 888 with the end device of your own upc cablecom line. Dial the number from any end device. You will hear the voic box main menu. 1 If there are any new messages: dial 1 to listen to them. (If there are no new messages, you can listen to old messages with this option). The following further options are available 3 Advanced functions (function not supported) 4 Listen to previous messages 5 Play message again 6 Listen to next message 7 Delete message / retrieve deleted message 8 Forward message (function not supported) 9 Save message * Help # After you have listened to your messages, you can terminate the call at any time by pressing the hash key #. 22

23 2.3.4 Accessing the voic box remotely Dial You will be asked to enter the telephone number for your voic box. Then you will be asked to enter your pin. (You will find the pin code in the portal under Messages) 2.4 Login and address The login name and the contact address will be displayed. Select the sign to make changes. Changing the login and address settings Access restricted to IP: This field restricts access to the upc cablecom portal for this user to the displayed IP addresses. Several IP addresses can be saved. This function was developed for administrators with lots of users and is also available to you. It serves to improve the security of access to the portal. Portal password: The portal password can be redefined. The entry must be confirmed in the "Confirm password" box. Login address: If you select the sign, then you can change the login address. This is necessary if you want to send the login information to a different address or if your address changes. upc cablecom defines the first address in accordance with the order form. Select Save before you leave this webpage. 23

24 2.5 Speed dial for users The user can view the speed dial overview. Click on "user 1" to switch to the expert view, then select Speed dial 24

25 3 Connecting the end devices 3.1 Connection variants The following connection variants are designed for Business Voice Digital Phone START and Business Voice Digital Phone PRO and will be supported: Standard connection variant for Business Internet Fiber Power with dynamic IP addresses All devices are plugged in directly to the cable modem where ports are available for this. Further connections must be provided locally in the network by the customer. A prerequisite is Business Internet Fiber Power with dynamic IP addresses as per the information on the order. For this service variant, the DHCP server for the dynamic IP addresses is integrated into the cable modem. Cable modem with PC port 1 and SPA122 port 4 (2. SPA122 to port 3 if 4 connections are available). The connections must be connected directly using the Ethernet cable supplied. 25

26 3.2 Standard connection variant for Business Internet Fiber Power with fixed IP addresses A firewall must be connected to the cable modem. The firewall must include a DHCP function and all devices will be connected to the firewall. A prerequisite is Business Internet Fiber Power with fixed IP addresses as per the information on the order. Connect the cable modem with the firewall to port 1. End devices will be connected to the firewall port with a DHCP IP address. PCs or other devices can be connected to the firewall, IP addresses as required. The following ports must be released by the system administrator where required: Protocol SIP: UDP port 5060 for telephony signalling Protocol RTP: Dynamic UDP ports between 10,000 and 20,000 for transmitting calls Protocol https: Port 443 for configuring the end devices UDP session timeout 600 sec. 26

27 4 Configuration of Fax2Mail / Web2Fax An incoming Fax2Mail line can be activated for each user: For this, switch to Settings or Messages in the portal. Enter the relevant target address for the fax under Fax2 and the format to be used. Then switch to the call diversions and create a diversion, e.g. after 0 seconds to Fax2 . 27

28 Web2Fax can be used by every "active" user. All he or she needs to do is log in. Send fax appears in the top left-hand corner. Switch to the Send fax tab. Select the PDF file to be sent, enter the target number and finally click Send. 28

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