IP PBX USER GUIDE Revision 1.8 Feb 12, 2010

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1 IP PBX USER GUIDE Revision 1.8 Feb 12, 2010 Page 1

2 Table of Contents Placing Calls P. 3 Receiving Calls P. 4 Managing calls Hold P. 5 Parking P. 5 Transferring P. 6 Conference P. 7 Pickup P. 8 Voice Mail P. 9 Alternate Number P. 10 Menu tree P. 11 Caller Lists P. 12 Recording Your Calls P. 13 Directory P. 14 Automatic Dialer P. 15 User Administration Tool P. 16 Recording Menus P. 17 Answering modes P. 18 System Codes P. 19 Using a Headset P. 20 Troubleshooting P. 21 Support Information P. 22 Page 2

3 Placing Calls Placing calls on our system is as easy, or even easier than with a traditional telephone. You can use the standard dial pad, Direct Station Select keys, speed dial keys, as well as the phone's built in directory. Dialing modes You may dial a number on-hook or off-hook. On-hook dialing allows you to verify the number and make changes before placing the call. 1. Dial the number using the keypad. If you make a mistake, use the left arrow to delete a number. 2. When you have finished entering the number, lift the handset, or press the right arrow (or a line key ) to initiate the call. 3. To switch between handset, headset, and speaker phone, press the speaker phone button. 4. To conclude your call, hangup the handset, or press release Dialing patterns Internal Calls To call another extension, dial the four digit extension number. To intercom another extension, dial * + the four digit extension number. To leave a voice mail message without making the extension ring, dial ** + the four digit extension number. Calls to North American destinations Dial the area code + phone number. You do not need to dial 1, but you should always dial the area code, even for local calls. If you only enter 7 digits, the default area code will be assumed. External calls may be disabled from individual telephones at your request, or calls may be limited to local or domestic rates. Calls to Overseas destinations Dial 011+ country code + city code and local number. Calls to island nations within the North American country code must be dialed 1+Area Code, since the cost of these calls can vary significantly. Page 3

4 Answering Calls When a call is ringing at your extension, the phone will ring, the call instance or hands free button will flash, and you will see the call information on the display. Lift the handset, or press the hands free button speaker phone mode. to answer in On a multi-line phone, press the flashing line button. If you do not wish to take the call, press release to reject the call. Handling multiple calls You will hear a "beep" and see the caller display information if another call comes in while you are on the phone. 9112i and 51i Press the button to answer the second call. Pressing the button again will switch between calls. Press release to disconnect the active call. Other sets Press the flashing line button. The current call will be placed on hold and the next call answered. You can switch between active calls by pressing the corresponding line buttons. Press release to disconnect the active call. Pressing release will cancel an incoming call whether or not you are on the phone. If the call is only ringing at your extension, the call will be directed to voice mail. If the call rings at other extensions, these extensions will continue to ring, but yours will stop. Page 4

5 Managing Calls Local Hold Press hold button to place call on hold. Caller will hear music. You may hang up the handset without disconnecting the call. Press hold button again to retrieve call. The type of music played to a caller is set by Customer Service. The type of music played can be set on individual incoming numbers, for incoming calls, and on individual telephones, for outgoing calls. We currently offer unlicensed public domain music, or if you choose to opt into the licensed music program, you can choose from various genres music by well known and new artists. We can also create a custom play list using your music and / or voice announcements. Park Parking allows a call to be held and retrieved from another extension. This feature must be set up on your account to operate correctly. 1. Press an un-lit park button. If the button is lit, that park position is in use. 2. Each park button has a corresponding three digit number. The call can be retrieved by dialing that three digit number from another phone. 3. You can also retrieve the call by pressing an unlit park button. Page 5

6 Transferring Transferring allows you to pass a call on to another extension, outside number, or voice mail box. Attended Transfer 1. Press transfer 2. Dial the extension to transfer to and press Dial, or press the DSS key corresponding to that extension. When calling party answers, tell them who is calling. 3. Press transfer to transfer the call. If the other person does not wish to take the call, wait for them to hang up or press Cancel to abort the transfer. The call will then be returned to you for other disposition. Blind Transfer 1. Press transfer 2. Dial the extension, or press the extension's DSS key to transfer to and press transfer to transfer the call without consulting with the other party. Transfer to Voice mail 1. Press transfer 2. Dial ** + the extension or mailbox number 3. Press transfer again. The caller will hear one ring, and then be greeted by the recipients unavailable message. The extension will not ring at all. Page 6

7 Conference Calls You can create a 3-way call locally on your phone, or you can use a meet-me conference room for large conferences. Local Conference 1. Establish a call to the first party. You can call them, or they can call you. 2. Press conference. The first caller will be placed on hold, and a new line opened. 3. Dial the number of the second party and press Dial. If there is no answer, press cancel to return to the first call. 4. To join the calls, press. 5. You can use the arrow keys to scroll between callers information. Meet me Conferencing A meet me conference room is a special extension number that can be called by several users, joining them together in a conference call. Each caller dials the Meet Me room individually, and joins the conference. Callers can also be transferred into a Meet Me room by another user. Each organization can be assigned their own Meet Me rooms by the system administrator, and each room can have an optional security password. Meet Me rooms can also be recorded. Call the operator for details or assistance. If a DSS key for the MeetMe room has been programmed on your phone, the button will light up, or the icon will change if the conference room is in use. Page 7

8 Call Pickup Group Pickup The group pickup feature will automatically answer any ringing phone in your pickup group. You can be assigned to more than one pickup group if required. By default, extensions in the same office are generally assigned to the same pickup group. If you have a Pickup button on your phone: 1. Press the Pickup button. 2. Lift the handset and answer the call. If you do not have a pickup button on your phone: 1. Dial *8 2. Lift the handset and answer the call Page 8

9 Voice mail Voice mail allows callers to leave messages for you when you are unable to take calls. Each extension can have a voice mailbox, and additional mailboxes can be set-up for general delivery, or departmental messages. notifications can be sent, informing you of new messages, who left them, and can also contain a sound file of the message itself. A second message without the sound file can be sent as a text message to a cell-phone or two-way pager. New Message Notification When you have new voice mail messages, the large red message light will flash on your telephone. Additionally, an envelope icon will appear on the display with a count of the unheard messages. To connect to voice mail 1. Press the voice mail button on your telephone, or dial 7000 to access voice mail. If you are at another extension, dial *7000 to be prompted for your mailbox. Your mailbox is usually the same as your extension number. 2. Press 1 to listen to new messages 3. Follow the voice mail prompts to perform other tasks. Voice Mail Setup You must set up the greeting messages that callers will hear Press 0 from the main menu to change your password or record greetings. There are two greetings as well as a name message that must be recorded. Busy Message: Is played if your extension cannot handle any more calls, or is in Do Not Disturb mode Unavailable Message: Is played if you do not answer a call, or if your phone is disconnected Name Recording: is played to callers when using the name directory Temporary Greeting is played in place of your regular greetings if set. To delete this message, use the same steps as you did to record it. You will be asked if you want to delete the temporary greeting. Password is used to access your voice mail when away from your extension, as well as to authenticate to the DISA and user administration tools. Please set this as soon as possible. Page 9

10 To check voice mail while away: 1. Call your extension 2. When voice mail answers, press * 3. You will be prompted for your password If your incoming number is answered by a voice menu, simply dial 7000 once the first greeting can be heard. Alternate number for urgent calls When leaving a voice mail message, callers may press # to be redirected to your cell-phone, or an alternate number. This number is set up in the user administration application, using the cell phone number setting. On your outgoing message, add an instruction for callers to press # after the tone to reach your cell phone. The call will be redirected to your cellphone, where it will ring for 20 seconds before returning to your mailbox. If your cellphone is unanswered, your busy message is played to the caller, and they are prompted to leave a message again. Please be aware that if your cellphone has it's own voice mail service, and it picks up immediately (your cell phone is off or unreachable), the cell phone voice mail may intercept the call. Operator option If a caller presses 0 after your voice mail has answered, their call will be redirected to the designated 0 destination for that extension (usually your receptionist). Customer service can customize the 0 destination on a per-extension basis, allowing calls for certain individuals to be directed to a partner, or assistant instead. If you would like to use this feature, simply include a statement in your voice mail greeting, like press 0 for immediate assistance. Page 10

11 Voice Mail Menu Tree 1 - Listen to your messages 1 - Play messages from beginning 3 - Advanced Options Menu 4 - Skip back one message 5 - Repeat current message 6 - Skip forward one message 7 - Erase (unerase) message 8 - Forward the message to another user 9 - Save message 2 - Change Folders 0 - New messages 1 - Old messages 2 - Work messages 3 - Family messages 4 - Friends messages # - Cancel 3 - Advanced Options 1 - Send Reply 2 - Call the person back 3 - Hear message envelope (information) 4 - Place an outgoing Call * - Return to main menu 0 - Mailbox options 1 - Unavailable Message 2 - Busy Message 3 - Name announcement (for directory) 4- Record a temporary greeting (vacation) 5 - Change password * - Main Menu * - Help # - Exit Page 11

12 Caller Lists Received Calls Your telephone keeps track of recent incoming and outgoing calls. You can review this information, as well as dial and save numbers from these lists. Incoming Calls: 1. Press Callers 2. Use the arrow keys to view incoming call details. Dialed Calls 1. Press to show recently dialed call. 2. Use the arrow keys to scroll through previous calls. 3. Press or lift the handset to dial the currently selected number. If you wish to disable this option (on a phone in a public waiting room, for example), please contact your administrator. Page 12

13 Recording Your Calls For security, training, or liability reasons, you can record some, or all of your incoming calls. To toggle this feature on and off, dial *1. At the end of the call, a file will be ed to you with the recording. This address must be set by the administrator before this feature can be used. It is also possible to have all incoming calls to a specific number recorded. Call support to have this feature set up. Recorded calls are kept on the system for 7 days, and are available via FTP. MeetMe conferences and record-in-progress calls are available via FTP as well. Please take into consideration the legal and moral implications of using this feature. Some jurisdictions require you notify the other party that they are being recorded. Page 13

14 Directory Your telephone has a built in directory function. This directory is preloaded with a list of numbers specific to your organization. This list can be customized by your administrator. You can also add your own entries to this list. Calling from the directory: 1. Press 2. Press the first letter of the name you wish to find, or use the arrow keys to scroll through the list. 3. When you find the entry you wish to call, lift the handset, or press the hands free button. 4. To leave the directory without making a call, press release Adding numbers to the directory: 1. Press 2. Press 3. Enter the phone number for this entry 4. Press 5. Enter the name, using the keypad for text entry. This is similar to entering text on a cell phone. 6. Press You can also add numbers to the directory from the callers list, or from an active call by pressing when the information is being displayed. If you would like to set up an office-wide directory, please create a spreadsheet in CSV format, with the name in column 1 and the number (no punctuation) in column 2. Send this file to customer service, and we can load it into your phones. Page 14

15 Automatic Dialer The Automatic Dialer feature allows you to send a previously recorded message to a list of telephone numbers. Additionally, the callees will be asked to confirm their receipt of the message. This list is later e- mailed to you, to provide confirmation that the message was indeed heard. To use this feature, dial You will be presented with three options. 1. Manage your messages This menu option allows you to record up to nine messages that can be delivered to any of your distribution lists. From within this menu, you can press a message number to hear the message, or press * and the message number to record a new message. 2. Send messages This menu option allows you to send a recorded message to a list of recipients. Simply enter the message number, followed by the distribution list number. A voice will confirm the the list has been found and that the message is being sent. 3. Manage your distribution lists This option is currently under development. Call customer service for details. The automatic dialer can also be accessed from the Services menu on your phone, under the Applications heading. Please contact customer service for details, or assistance in setting up this feature. Page 15

16 User Administration Tool The user administration tool allows you to adjust many configuration options for your extension. To reach the User Administration tool, dial 7001 from any telephone on our system. You will be asked to enter an extension number and a password. The password is the same as your voice mail password. Customer service can set these options for you, but you can also make changes yourself if you choose. 1. Timeout The timeout sets how long your telephone will ring before giving up. The call will then go to voic , or the forward no answer number if it is set. The time is in seconds, not the number of rings. You can adjust this to be longer if you need more time to reach the phone, but if you make the timeout too long, callers may give up before they reach your voic . 2. Cell Phone Number The Cell Phone Number option is used to set a number that callers can reach you at from your voice mail box if their call is urgent. You may enter a 10 digit number (area code + number), or simply press # with no number to disable this option. 3. Forward on Busy This option allows you to enter a number where calls will be sent if your extension is busy. An extension is considered busy if the Do Not Disturb button is active, if you reject a call, or if your phone has reached it's maximum number of simultaneous calls. Enter a 10 digit number, or press # with no number to disable. 4. Forward No Answer Calls will be diverted to the no answer number if your phone is unanswered after the timeout has elapsed. If the destination is unreachable after 20 seconds, the call will then go to your voice mail. Enter a 10 digit number, or press # with no number to disable. 5. Forward Unavailable Calls will be diverted to this number if your extension is unreachable by our network. This provides a failure route in the case that your telephone is inoperable due to a utility outage or if it has been unplugged. Enter a 10 digit number, or press # with no number to disable. 6. Forward All Calls If this option is set, all calls will be directed to the number you enter. This number will be tried for 20 seconds before returning to your voice mail box. Enter a 10 digit number, or press # with no number to disable. Page 16

17 Recording menu greetings Your organization account includes the ability to have callers greeted by an automated menu system during certain circumstances, such as after business hours, or when human receptionists are unavailable. Your administrator will configure the structure of these menus, and provide you with a map of their functions, so that you can record appropriate announcements for each one. Announcements can be recorded using the menu-recorder application, or if you wish, you can send us audio files of your recordings via e- mail or ftp. Please record files in 8KHz 16bit.wav format. Menu Recorder The menu recorder allows you to maintain nine different messages that can be used in your menu system, or as informational announcements. Your administrator will give you a list of each recording's purpose. 1. Dial 7007 from any phone within your organization 2. Follow the voice prompts for instructions 3. To hear an existing recording, press the message number 4. Press * + the message number to record a message. Begin speaking after the tone. Press # to end the recording. The message you recorded will be played back to you. 5. Repeat for any additional recordings, or hangup. For example, message 1 could be a main greeting: Thank you for calling our company. If you know the extension you wish to reach, please dial it now. Press 1 for our directory. Press 2 to leave a general message, or press 3 to hear our weekly specials. Message 2 would be a mailbox greeting: Please leave us a message with your name and phone number, and we will have one of our staff contact you as soon as possible. Message 3 would be updated every week with the current sale items. Note that message numbers and menu selections do not always correspond. Page 17

18 Answering Mode Selection Your call routing can be configured so that the behaviour changes based on a schedule, or when set to certain modes. For example, you may wish to have calls ring at reception during business hours, but go straight to a night menu outside of those times. When your office is closed, you may want an alternate greeting to play, that is specific to the holiday, or other reason for closing. Perhaps another staff member covers the phones when the receptionist is on lunch. When you plan your call routing and menu trees, consider some of these options, and make notes about when they would be used, and if any of them can be decided on a set schedule. The Day/Night menu tool is available on your phone, under the Services -> Applications menu. It is also possible to assign a button to this menu to access it more quickly. A voice prompt tool is also available by dialing You will need to supply an extension and password to use the voice prompt tool. The tool presents you with the following choices: Automatic mode will choose one of the other modes based on a pre-set schedule. This schedule can be set by calling customer service. Day, Night, Lunch, Weekend, and Holiday modes will force a specific behaviour regardless of the time and day. If you want to close early, you can change to night mode ahead of time. Likewise, you can select Holiday mode when you close for the day, before a long weekend or other holiday period. This mode would play your holiday message to callers, and present them with appropriate menu options. These five options are simply labels for different modes. For some businesses, it may be more useful to define day as normal, with the other modes invoking special routing as needed. A good example would be a business that requires a staff member to be on call. Night mode might send emergencies to staff member A, while weekend mode would send emercency calls to staff member B. Page 18

19 System Codes There are a number of codes used for call handling, testing and administration purposes. They are listed as follows Voice mail direct access *7000 Voice mail prompt for mailbox 7001 User Administration Menu 7002 System Test Menu 7003 Direct Inward System Access 7004 Day/Night mode selector 7006 Utility recording tool 7007 Menu recording tool 7009 Automatic Dialer *EXTENSION Intercom call to EXTENSION **EXTENSION Direct to voice mail at EXTENSION *1 Toggle call recording *8 Call Pickup 911 Emergency operator 0 Operator 611 Technical Support Page 19

20 Using a headset A proper telecom headset is a must for heavy telephone users, or anyone who needs to perform other tasks while using a telephone. You can use any Direct Connect telecom headsets that have an RJ-9 connector. Headset Installation 1. Plug the headset into the back of the phone, into the jack with a picture of a headset. 2. Press 3. Use the arrow keys to scroll to Headset Settings and press Enter 4. Scroll to Audio Mode and press Enter 5. Select the desired audio mode: 6. Speaker Uses only speaker phone mode 7. Speaker/Headset Uses speaker phone, then headset 8. Headset/Speaker Uses headset, then speaker phone 9. Headset Only uses the headset, disables speaker phone 10.Press Set Headset Operation Use the hands free button to answer or place calls. This performs the same function as lifting the handset. You can also use this button to transfer a call from the handset to the headset. Press the release button to hang up a call. Use the mute button to disable the headset microphone. You can press this button when you cough, or need to talk to an associate near by. Press the button a second time to re-activate the microphone. Page 20

21 Troubleshooting There are a number of error messages that can appear on your telephone display. Here is their meanings, and possible remedies. Network Disconnected or No Network The phone's network connection has been disconnected. Check the Ethernet cable to see if it has been unplugged or damaged. No Service DHCP failed The phone could not obtain an IP address from your network. Check the Ethernet link, and verify that there is a working DHCP server on your network. If you wish to manually configure the IP settings for the phone, contact your administrator for instructions. No Service The phone could not contact the server. Verify that the phone has Internet connectivity to the outside world. If you can verify that the phone has Internet service, but still displays this message, contact your administrator. No User The phone is not correctly provisioned. Write down the 12 digit MAC address (on a sticker on the back of the phone) and contact your administrator. Page 21

22 Support Information Customer service hours are from 9 AM to 5 PM Monday to Friday. Our system is monitored 24 hours per day, 365 days per year. If there is a system failure of some kind, our backup systems kick in, and a technician is notified immediately. During the transition to backup systems, there can be a brief interruption in service. If you you have an urgent need, if your phone isn't working or there is a significant impact to your business, the support telephone numbers have an option to reach the on-call technician. Please take some basic troubleshooting steps before you call technical support. Make sure that you have a working Internet connection, and your phone is plugged in correctly. Try restarting your phone. You can unplug and plug it back in, or press Options (wrench key), and navigate to restart phone. Restart phone is under the Phone Status menu on some models. Dial 611 Even if your phone displays no service, you may still be able to dial 611. When technical support is available, you will be placed in queue to reach the first available technician. You may also press 0 to leave a message at any time. If no technicians are available at that time, you will be prompted to leave a message, or reach the on-call technician. Your issue will be handled as soon as possible. On-line ticketing You can open a trouble ticket using our on-line ticketing system. Trouble tickets help us track current issues, and provide a good mechanism to describe and account for current problems. Go to Click on Submit a Support Ticket to create a new ticket. Toll-free If your telephone is not working at all, or you are away from your office, you can use our toll-free number. Dial VOIP (8647) to reach our main menu. Choose the option for Support. Page 22

23 Notes Page 23

24 Notes Page 24

IP PBX USER GUIDE Revision 2.2 August 2012

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