IPOne Phone System User Interface Guide

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1 IPOne Phone System User Interface Guide DoubleHorn Communications, LLC 1802 W. 6 th Street Austin, TX Main Office: Toll Free: HORN (4676) DHC Support: Dial 611 IPOne Phone System User Interface Guide 1

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS GUIDE ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS GUIDE ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND APPLICATIONS OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. DOUBLEHORN COMMUNICATIONS DISCLAIMS ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL DOUBLEHORN COMMUNICATIONS OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATOIN, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USER OR INABILITY TO USE THIS GUIDE, EVEN IF DOUBLEHORN COMMUNCATIONS OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. DoubleHorn Communications and IPOne are trademarks of DoubleHorn Communications, LLC in the United States and in other countries. Other product and company names may be the trademarks of their respective owners. IPOne Phone System User Interface Guide Updated June 19, 2008 Copyright 2008, DoubleHorn Communications, LLC All rights reserved. 2 IPOne Phone System User Interface Guide

3 Table of Contents Table of Contents...3 Chapter 1: IPOne Phone System User Interface Overview...5 Introduction... 5 User Interface Global Features... 5 Log In... 6 Logout... 7 Chapter 2: Settings Section in the UI...8 Introduction... 8 General Tab... 8 Change Your Name Reset Your Password...11 Reset Your PIN Change Your Timezone Change Your Web Language Specify Your Park Orbit Preference Enable/Disable Caller ID Block Redirection Tab Enable/Disable Do Not Disturb Enable/Disable Agent Login Specify Anonymous Call Treatment Enable Hot Desking Enable Call Forwarding Set Cell Phone Number Enable Cell Phone Notification Set the Service Flag Mailbox Tab Enable/Disable Your Mailbox Set Mailbox Pickup Timeframe Set Maximum Message Storage Set Announcement Mode Set Voice Mail Access for Other Extensions Enable/Disable MWI Enable/Disable Cell Phone Alert Set Your Mailbox Escape Account Tab Change Account Set Notifications Set Voic Message Handling IPOne Phone System User Interface Guide 3

4 Enable/Disable Missed Calls Notification Enable/Disable All Calls Notification Enable/Disable Status Change Notification Instant Message Tab Chapter 3: Lists Section in UI...28 Introduction Mailbox Tab Listen to a Voic Message Delete a Voic Message Conference Tab Missed Calls Tab Call Log Tab Address Book Tab Create an Address Book Entry Edit an Address Book Entry Delete an Address Book Entry Domain Addresses Tab Chapter 4: Status Section in UI...35 Introduction General Tab IPOne Phone System User Interface Guide

5 Chapter 1: IPOne Phone System User Interface Overview Introduction In this guide, you will be introduced to one of the two IPOne phone system components: the DoubleHorn Communications user interface (UI). This is a web-based UI that helps you manage your IPOne phone system features and settings. This user guide will assist you in becoming familiar with the features and functionality of the UI. The second component is the Polycom 550 IP phone. For more information about the phone, see the IPOne Phone System User Guide. User Interface Global Features Navigational links and other features are available from every UI screen. The following figure shows the location of these global features IPOne Phone System User Interface Guide 5

6 1 Navigational links provide access to each of the three main sections: Settings, Lists, and Status. Click the appropriate link to access the corresponding screen. 2 Help: Provides a link to the DoubleHorn Communications Customer Support. 3 Logout: Click Logout in the top right corner of any screen to exit the user interface. Note: To ensure the security of your settings, always exit the user interface by clicking Logout, then closing your browser window. Log In To use the UI, you will need to access the internet via a web browser. To access the UI, complete the following steps: 1. Point your web browser your customer-specific URL. See your DoubleHorn Communications representative for your URL. 2. Type in your account name. Your account name is always your extension number, followed by a customer specific domain. For example, 3. Type your password in the appropriate text box. The first time you log on, you use your temporary password (your extension). Please change this as soon as possible 6 IPOne Phone System User Interface Guide

7 4. Verify that your login type is set to Automatic. 5. If you want your browser to remember your login information, select the Remember login information check box. 6. Click Login. NOTE: To ensure the security of your UI settings, your session times out if you are idle for 12 minutes. Logout To ensure the security of your settings, always exit the UI by clicking Logout and then closing your browser window. IPOne Phone System User Interface Guide 7

8 Introduction Chapter 2: Settings Section in the UI The Settings section of the user interface (UI) provides a way for you to set up and manage your telephone and voice mail settings. The Settings section contains the following tabs: General Redirection Mailbox Instant Message General Tab The following figure shows the General tab of the Settings section. IPOne Phone System User Interface Guide 8

9 With the General tab, you can change the following information: First name Last name Web Password PIN Your first name. This name appears when you log into the UI, as well as when you call another extension. Your last name. This name appears when you log into the UI, as well as when you call another extension. Use to gain access to set up and manage your telephone and voice mail settings. The default password is your extension number. We recommend that you reset your temporary password as soon as possible. Use to gain remote access to set your voice mail settings and/or to listen to your voice mail messages through your cell or home phone. The default PIN is your extension number. We recommend that you reset your temporary PIN as soon as possible. NOTE: Your PIN is not required for checking voice mails from your Polycom phone, unless otherwise directed by your company s representative. IPOne Phone System User Interface Guide 9

10 Timezone IVR Language Web Language Upload picture Wakeup time Watch the calls of the following extensions Watch the presence of the following extensions Explicitly specify park orbit preference Dialog Permissions Block outgoing caller ID Set your default timezone. Set your default system interactive voice response (IVR) language. Currently, English is the only available language. Set your default system web language. Choices are English, Spanish, and German. NOTE: This feature may be supported in a future release. NOTE: This feature may be supported in a future release. NOTE: This feature may be supported in a future release. NOTE: This feature may be supported in a future release. Use to park calls on another extension. For further information about this feature, contact DoubleHorn Communications Customer Support. NOTE: This feature may be supported in a future release. Used to block your caller ID from appearing on outgoing calls. Change Your Name To change your name, complete the following steps: 3. Select the General tab. 4. Change your first name in the First name field. 5. Change your last name in the Last name field. 10 IPOne Phone System User Interface Guide

11 Reset Your Password To reset your password, complete the following steps: 3. Select the General tab. 4. Type your new password in the Web Password field. Make sure your password is at least 8 characters long and has one alternate character (such as an exclamation mark or asterisk). 5. Confirm your new password by typing it in the Web Password (repeat) field. Reset Your PIN To reset your PIN, complete the following steps: 3. Select the General tab. 4. Type your new password in the PIN field. Make sure your PIN is 4 digits long. 5. Confirm your new password by typing it in the PIN (repeat) field. Change Your Timezone To change your timezone, complete the following steps: 3. Select the General tab. IPOne Phone System User Interface Guide 11

12 4. Select your timezone from the drop-down list in the Timezone field. 5. Click Save. Change Your Web Language To change the language in which your UI is presented, complete the following steps: 3. Select the General tab. 4. Select your web language from the drop-down list in the Web Language field. Current choices are English, Spanish, and German. 5. Click Save. Specify Your Park Orbit Preference To specify your park orbit preference, complete the following steps: 3. Select the General tab. 4. Type the extension that you want to use to park calls in the Explicitly specify park orbit preference field. 5. Click Save. Enable/Disable Caller ID Block Your IPOne phone system can be set up to block your caller ID on outbound calls. To enable/disable caller ID block, complete the following steps: 3. Select the General tab. 12 IPOne Phone System User Interface Guide

13 4. Locate the Block outgoing caller ID field. 5. Click the yes radio button to enable caller ID block or click no radio button to disable caller ID block. Redirection Tab The following figure shows the Redirection tab of the Settings section. With the Redirection tab, you can change the following information: Do not disturb Agent Logged In Incoming anonymous calls Enable/disable do not disturb for your extension. You cannot receive incoming calls but are still capable of placing outgoing calls. Enable/disable if you are part of an agent group (call center). For further information about this feature, contact DoubleHorn Communications Customer Support. Use this to determine the treatment for calls coming in as anonymous (no caller ID). IPOne Phone System User Interface Guide 13

14 Hot Desking at Call forward all calls to Call forward calls when busy to Call forward on no answer to Call forward no answer timeout Cell phone number Include the cell phone in calls to extension Service Flag Use this to temporarily change the routing of your calls to a specific extension, which takes on the settings of your phone (such as call forwarding). Use this to enter the extension or external number in which to forward all calls. Use this to enter the extension or external number in which to forward calls when your extension is busy. Use this to enter the extension or external number in which to forward calls when there is no answer at your extension. Use this to set the time that your phone rings before it is forwarded to your specified number. Use this to set your cell phone number for the Include the cell phone in calls to extension feature and the Call cell phone when new message arrives feature. Use this to ring both your extension and cell phone at the same time or after a select number of seconds. Use this to set the hours when both your extension and cell phone will ring at the same time. Enable/Disable Do Not Disturb The do not disturb (DND) feature is used to temporarily reject incoming calls to your phone. When you enable DND, calls are directed to your voice mail. To enable/disable DND, complete the following steps: 3. Select the Redirection tab. 4. Locate the Do not disturb field. 14 IPOne Phone System User Interface Guide

15 5. Click the on radio button to enable DND or click off radio button to disable DND. NOTE: When you enable DND in the UI, you will see the change on your IP phone display. Enable/Disable Agent Login To enable/disable agent login, complete the following steps: 3. Select the Redirection tab. 4. Locate the Agent Logged In field. 5. Click the on radio button to enable agent login or click off radio button to disable agent login. Specify Anonymous Call Treatment To specify your treatment of anonymous calls, complete the following steps: 3. Select the Redirection tab. 4. Locate the Incoming Anonymous Calls field. 5. Select the anonymous call treatment from the drop-down list. IPOne Phone System User Interface Guide 15

16 Enable Hot Desking Use this to temporarily change the routing of your calls to a specific extension, which takes on the settings of your phone (such as call forwarding). To enable hot desking, complete the following steps: 3. Select the Redirection tab. 4. Locate the Hot Desking at field. 5. Enter the extension that you want to temporarily set as your phone. NOTE: This is a temporary setting. When you are ready to go back to your regular phone, remember to disable this setting by deleting the information in the Hot Desking at field. Enable Call Forwarding There are three different types of call forwarding: Call Forward Always All incoming calls are forwarded. Calls bypass ringing at your phone and are forwarded directly to the internal or external destination you choose (such as your cell phone, home phone, or a different extension). Call Forward When Busy When your phone is busy, all incoming calls are forwarded. Calls are forwarded directly to the internal or external destination you choose (such as your cell phone, home phone, or a different extension). Call Forward No Answer Calls first attempt to ring your phone and then are forwarded to our chosen internal or external destination. Typically, this feature is used to redirect incoming calls to an assistant or to your secondary phone. To configure call forwarding, complete the following steps: 3. Select the Redirection tab. 16 IPOne Phone System User Interface Guide

17 4. To enable call forward always, enter the extension or external number in which to forward all calls in the Call forward all calls to field. If you want to forward your calls directly to your voice mail, type 8 plus your extension number. For example, To enable call forward when busy, enter the extension or external number in which to forward calls when your extension is busy in the Call forward calls when busy to field. If you want to forward your calls directly to your voice mail, type 8 plus your extension number. For example, To enable call forward no answer, enter the extension or external number in which to forward calls when there is no answer at your extension in the Call forward on no answer to field. If you want to forward your calls directly to your voice mail, type 8 plus your extension number. For example, To set the time that your phone rings before it is forwarded to your specified number, locate the Call forward no answer timeout field and select the appropriate time from the drop-down list. The default is 20 seconds. 8. Click Save. Set Cell Phone Number Use this to set your cell phone number for the Include the cell phone in calls to extension feature and the Call cell phone when new message arrives feature. To set your cell phone number for use with these features, complete the following steps: 3. Select the Redirection tab. 4. Locate the Cell phone number field. 5. Enter your cell phone number. IPOne Phone System User Interface Guide 17

18 Enable Cell Phone Notification Use this to ring both your extension and cell phone at the same time or after a select number of seconds. If you do not pick up your cell phone, the incoming call is redirected to your Polycom voice mail. To enable cell phone notification, complete the following steps: 3. Select the Redirection tab. 4. Locate the Include the cell phone in calls to extension field. 5. Select your choice from the drop-down list. NOTE: DoubleHorn Communications recommends selecting either Immediately or After 5 Seconds. If you select a value longer than 5 seconds, the caller may wait too long and hang up or the call forward settings may take affect. NOTE: If your company is using the Executive Extension Premium product, the original caller ID will come through to your cell phone. If your company is not using this product, you will not see the caller ID on your cell phone. It will appear as the call is coming from your office. Set the Service Flag Use this to set the hours when both your extension and cell phone will ring at the same time. To set the service flag, complete the following steps: 3. Select the Redirection tab. 4. Locate the Service Flag field. 5. Select your choice from the drop-down list. If you select Explicitly specify available times, fields for the days of the week appear, as well as a holidays option. For the days of the week, enter in the time range you want both your extension and cell phone to ring. Use HH:MM-HH:MM format, using P for PM or you may use the 24-hour format. For example, 9:00-12:30 1:00P-5:00P would 18 IPOne Phone System User Interface Guide

19 mean that the service is active between 9 AM and 12:30 PM and between 1 PM and 5 PM. NOTE: There must be no space before and after the dash symbol for a time entry. 6. If you are specifying holidays, they are entered in the MM/DD format. You may enter more than one holiday (for example, 12/24 12/25 12/26). Use a space to separate the holiday dates. NOTE: Some holidays repeat every year. If you have a holiday that happens only during a specific year, you need to change that setting for every year. 7. Click Save. Mailbox Tab The following figure shows the Mailbox tab of the Settings section. With the Mailbox tab, you can change the following information: Mailbox Enabled Time until mailbox picks up Use to enable/disable your mailbox. Use this to set the time that your phone rings before it is picked up by voice mail. IPOne Phone System User Interface Guide 19

20 Maximum Number of Messages Announcement Mode Allow Access for Extensions Send message waiting indication Call cell phone when new message arrives Mailbox Escape Account Keep the Maximum Number of Messages field empty. The default number of messages supported is 20 and it cannot be adjusted. Use this to set one of the following announcement modes: Name Announcement The system plays back your recorded name, if present. Anonymous Announcement The system plays your extension number. Personal Announcement The system plays your recorded message. Use this to allow other users (extensions) to check voice mail for this extension. This setting is typically used when multiple users check a general voice mailbox (such as a Sales team). Use to determine if the system sends your phone a message waiting indication message which activates your MWI light. Use this to alert your cell phone if you receive a new voice mail message. Use this to set your mailbox escape account. The mailbox escape account is the extension that the caller is transferred to if they press 0 from the voice mail greeting. If your company has set a company-wide redirect, any extension entered in this field will override your company s settings. Enable/Disable Your Mailbox You can enable or disable your mailbox. If you choose to disable your mailbox, your callers will hear a fast busy after a 20 second voice mail timeout. To enable/disable your mailbox, complete the following steps: 3. Select the Mailbox tab. 20 IPOne Phone System User Interface Guide

21 4. Locate the Mailbox Enabled field. 5. Click the yes radio button to enable your mailbox or click no radio button to disable your mailbox. Set Mailbox Pickup Timeframe To set your mailbox pickup timeframe, complete the following steps: 3. Select the Mailbox tab. 4. To set the time that your phone rings before it is picked up by voic , locate the Time until mailbox picks up field and select the appropriate time from the drop-down list. The default setting is 20 seconds. 5. Click Save. Set Maximum Message Storage Keep the Maximum Number of Messages field empty. The default number of messages supported is 20 and it cannot be adjusted. If you want to purchase additional blocks of voic messages, contact DoubleHorn Communications Customer Support. Set Announcement Mode To set your mailbox announcement mode, complete the following steps: 3. Select the Mailbox tab. 4. Locate the Announcement Mode field and select either Name Announcement or Anonymous Announcement from the drop-down list. 5. Click Save. IPOne Phone System User Interface Guide 21

22 Set Voice Mail Access for Other Extensions Use this feature to allow other users (extensions) to check voice mail for this extension. This setting is typically used when multiple users check a general voice mailbox (such as a Sales team). To set voice mail access for other extensions, complete the following steps: 3. Select the Mailbox tab. 4. Locate the Allow Access for Extensions field. 5. Enter the extension numbers of the users that need access to the voice mailbox. Separate each extension with a comma. NOTE: When a voice mail message is received, these extensions will also see a MWI light on their phone as well. Enable/Disable MWI Your IPOne phone system indicates that a message is waiting for you by activating the red MWI light. To enable/disable your MWI light, complete the following steps: 3. Select the Mailbox tab. 4. Locate the Send message waiting indication field. 5. Click the yes radio button to enable the MWI or click no radio button to disable the MWI. 22 IPOne Phone System User Interface Guide

23 Enable/Disable Cell Phone Alert To enable/disable a cell phone alert if you receive a new voice mail message, complete the following steps: 3. Select the Mailbox tab. 4. Locate the Call cell phone when new message arrives field. 5. Click the yes radio button to enable a cell phone alert or click no radio button to disable a cell phone alert. NOTE: This feature uses the cell phone number enabled on the Redirection tab. If you answer your cell phone when alerted, you will be prompted to play the message or to pick it up at a later time. Set Your Mailbox Escape Account Use this to set your mailbox escape account. The mailbox escape account is the extension that the caller is transferred to if they press 0 from the voice mail greeting. If your company has set a company-wide redirect, any extension entered in this field overrides your company s settings. To set your mailbox escape account, complete the following steps: 3. Select the Mailbox tab. 4. Locate the Mailbox Escape Account field. 5. Enter the extension you want to set as your mailbox escape account. IPOne Phone System User Interface Guide 23

24 Tab The following figure shows the tab of the Settings section. With the tab, you can change the following information: Address Send mailbox message by After sending a message Send on missed calls Use to set your address so that the system can send your messages. Use to set notifications when you receive voice mail messages. You have the choice to send an notification with no voice mail message attached or to send the with the voice mail message attached. Use to determine how to handle voice mail messages after notifications have been sent: mark the voice mail as read, mark it as new, or delete the voice mail message. NOTE: DoubleHorn Communications does not recommend deleting the voic messages using this feature, as unforeseen mail server issues can sometimes result in a user not receiving their voice mail message. Use to have the system send an when you miss a call. 24 IPOne Phone System User Interface Guide

25 Send record for all calls Send on status change Use to have the system send an record for all calls. A separate is sent for each call, including internal calls, calls to check voic messages, and so forth. NOTE: There is a similar feature on the phone called a Call Detail Record; however, the phone feature needs to be activated after each call. Use to have the system send an notification when your DND or redirection status changes. Change Account To change your account address, complete the following steps: 3. Select the tab. 4. Locate the Address field and type in your address. 5. Click Save. Set Notifications To set your notifications when you receive voice mail messages, complete the following steps: 3. Select the tab. 4. Locate the Send a mailbox message by field and select your notification choice from the drop-down list. 5. Click Save. IPOne Phone System User Interface Guide 25

26 Set Voic Message Handling To determine how to handle voice mail messages after notifications have been sent, complete the following steps: 3. Select the tab. 4. Locate the After sending a message field and select your voic message handling choice from the drop-down list. NOTE: DoubleHorn Communications does not recommend deleting the voic messages using this feature. 5. Click Save. Enable/Disable Missed Calls Notification To enable/disable your missed calls notification, complete the following steps: 3. Select the tab. 4. Locate the Send on missed calls field. 5. Click the yes radio button to enable your missed calls notification or click no radio button to disable your missed calls notification. Enable/Disable All Calls Notification To enable/disable your all calls notification, complete the following steps: 3. Select the tab. 26 IPOne Phone System User Interface Guide

27 4. Locate the Send record for all calls field. 5. Click the yes radio button to enable your all calls notification or click no radio button to disable your all calls notification. NOTE: A separate is sent for each individual call, which includes external calls, internal calls, calls to check voic messages, and so forth. Enable/Disable Status Change Notification To enable/disable your status change notification, complete the following steps: 3. Select the tab. 4. Locate the Send on status changes field. 5. Click the yes radio button to enable your status change notification or click no radio button to disable your status change notification. Instant Message Tab NOTE: This feature may be supported in a future release. IPOne Phone System User Interface Guide 27

28 Introduction Chapter 3: Lists Section in UI The Lists section of the user interface (UI) provides a way for you to see the contents of your voice mailbox, your missed calls, and an overview of all calls. This area also contains your personal address book. The Lists section contains the following tabs: Mailbox Conference Missed Calls Call Log Address Book Domain Addresses Mailbox Tab The following figure shows the Mailbox tab of the Lists section. IPOne Phone System User Interface Guide 28

29 With Mailbox tab, you can view the following information about the messages stored in your mailbox: Time Timestamp of when the message was recorded. Number Caller ID and, if available, the name of the person or extension who left the message. Duration Duration of the message in minutes:seconds format. The following icons can appear next to a message line: Delete (red X) icon Click to delete the message. Speaker icon Click to download and play the.wav file. New icon Indicates that the message is new. Listen to a Voic Message To listen to a voice mail message, click the speaker icon next to the message and your default media player application opens on your desktop. Delete a Voic Message To delete to a voice mail message, click the delete icon (red X) next to the message. Conference Tab NOTE: This feature may be supported in a future release. DoubleHorn Communications offers a Conference Service for a Multi-Seat Bridge. Contact Customer Support for more information. IPOne Phone System User Interface Guide 29

30 Missed Calls Tab The following figure shows the Missed Calls tab of the Lists section. With the Missed Calls tab, you can view the following information about missed calls to your extension: Time From To When the call was started. The person or extension that called your extension. If display names are available, they are listed. Your extension. The Missed Calls list shows the last 30 calls that have come into your extension. 30 IPOne Phone System User Interface Guide

31 Call Log Tab The following figure shows the Call Log tab of the Lists section. With the Call Log tab, you can view the following information about calls to/from your extension: Time From To Duration When the call was started. The person initiating the call. If display names are available, they are listed. The person receiving the call. If display names are available, they are listed. Shows the duration of the call in minutes and seconds. If the call was not connected, this field is empty. The Call Log list shows the last 30 incoming and outgoing calls from your extension. IPOne Phone System User Interface Guide 31

32 Address Book Tab The following figure shows the Address Book tab of the Lists section. With the Address Book tab, you can view the following information about your personal address book entries: Number First Name Last Name Speed Dial The number or extension of the entry. The first name of the entry. The last name of the entry. The speed dial number of the entry With the Address Book tab, you can view, edit, and delete entries in your personal address book. Your personal address book entries are only visible to you. Someone has to be logged in with your information in order to see your list. When a caller is in your Personal Address Book as a WHITE LIST (drop down under add a contact), their name and number will be displayed, as opposed to just the number. You can also add a number to the address book by dialing the black list and white list star code. To add a number to the white list, dial *91 immediately after the call. To add a number to the black list, dial *92 immediately after the call. If the number does not exist, the system automatically creates an address book entry for this number. 32 IPOne Phone System User Interface Guide

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