Net2Phone Office User s Guide

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1 Net2Phone Office User s Guide March 2015

2 All Rights Reserved The use, disclosure, modification, transfer or transmittal of this work for any purpose, in any form, or by any means, without the written permission from IDT/Net2Phone is strictly forbidden. March 2015 Disclaimer The content of this manual is subject to change without notice and should not be construed as a commitment by the distributor or IDT/Net2Phone. This manual is furnished for informational use only and IDT/Net2Phone assumes no responsibility or liability for any errors or inaccuracies that may appear herein.

3 Introduction Welcome to Net2Phone Office, a hosted PBX system. Net2Phone Office works with the latest version of most browsers, including Google Chrome v. 27, Internet Explorer v.10, and Firefox v. 22. What is in this Guide Step-by-step instructions for the following tasks: Logging into the Net2Phone Office portal Changing the Portal Password Working With Voic Playing and Recording Phone Calls Working with Time Intervals Turning Notification On and Off Incoming Call Rules Generating Call Reports Working with Sound Files Blocking Outgoing Calls Logging into Net2Phone Office portal The Net2Phone Office portal allows you to easily manage and customize Net2Phone Office features. For example, you can get notified and listen to your voic message through your , define how an incoming call is routed, turn on the record phone call feature, ring several extensions at the same time, create customized messages for holidays or anytime of the year, and much more. 1. To login the Net2Phone Office portal, enter the following URL in your browser: The login screen displays. 2. In the Login screen, enter your login ID and password. Click Login. 3 March 2015

4 3. The Extensions Management page is displayed. To end your sessions and logout, click Logout located on the right side of the page. Forgot your Password? 1. If you do not know or did not receive your password, click the Forgot your password link on the login screen. 2. Enter your login ID and address. Instructions for resetting your password will be sent to your address. 4 March 2015

5 Changing the Portal Password 1. Click Home in the sidebar menu. The Extension Management page displays. 2. Under the Account section, click Edit User to display the Modify Account Details page. This page contains information about your account, including your user name (login). This password is only used to logon to the portal. 5 March 2015

6 3. In the Password field, type in a new password. The password must at least be five characters. IMPORTANT! Changing fields other than those specified in this document may affect the operation of your phone. 4. Re-enter the password in the Confirm password field. You will receive a message if the entries do not match. 5. Click OK. 6 March 2015

7 Working with Voic Changing Your Voic Password 1. Click on Home in the sidebar menu. The Extension Management page displays. 2. On the Extension Management page, extensions are listed in the Extensions section. Most of the time, only one extension is listed. Click the extension to display the extension management page. 3. In the Quick Links section, click on Extension Preferences. The Set Up Phone Terminal page is displayed. Important! Only change the password field. Changing other fields may affect the operation of your phone. 7 March 2015

8 4. In the Voic password field, enter your new password. The password must be between one and five digit; letters are not permitted. Tip: You can receive and listen to voic messages from your . Please refer to the Turning on and off notifications section. 5. Click OK. 8 March 2015

9 Viewing and Listening to Voic Messages You may listen to your message on the phone, from this portal, or from your if notification has been turned on (please refer to Turning on Notifications section. You may delete messages using your phone or remove them through this portal. Removing all messages, regardless of how it is done, will turn off the message waiting indicator on your phone. To listen to voic messages through the portal, use the following procedure. 1. Click Users in the sidebar menu. 2. In the Assets section, click Mailbox to the display the Voic Messages page listing the messages. For each message, the phone number from which the message was left, the mailbox, the folder (usually Inbox), the size, and the date and time are included. 3. To listen to a message click the play symbol. 4. To remove a message, click the checkbox, and then the Remove Selected link. 9 March 2015

10 Recording and Playing Phone Calls Recording a Call Depending on how you set up the Recording feature, all your calls may be recorded automatically or you will need to press *1 to record a call. If the Recording feature has not been turned on or you need to change the settings, please refer to the following section. Setting up the Recording feature Before you can record phone calls, Call Recording feature must be turned on. 1. Click Users in the sidebar menu. In the Extensions section, click on the extension for which you want to on the Call Recording feature. 2. On the Extension Management page for the extension that you selected, click Extension Preferences in the Quick Links section. 10 March 2015

11 3. In the Call Recording section of the Set Up Phone Terminal page, select the Call Recording option. IMPORTANT! Changing fields other than those specified in this document may affect the operation of your phone. 11 March 2015

12 Select the phone recording option: Never: Phone calls are never recorded. Selecting Never turns off the phone call recording feature. When *1 is pressed: Press *1 during a call to record the call. All calls are recorded: All phone calls are automatically recorded. There is no need to enter a code to record a call. Play Sound: Select this to play a sound file. For example, a message, such as This call may be recorded can be played when recording starts. You may select a different sound file by clicking on the symbol. Click OK when you are done. Playing Recorded Phone Calls 1. Click Users in the sidebar menu. 2. In the Assets section, click Recorded Calls. For each recorded call, Net2Phone Office displays the following information in a table format. Column Description T Recorded phone call type (outbound or inbound). 12 March 2015

13 Column Listen From To Folder Size Created Description Listen to the call using the controls available. To download the file to your hard drive, click the icon and confirm your choice. The number of the extension recording the call. The number or the CallerID of the other party involved in the call Name of the folder where the recorded calls are stored The size of the recorded call, in KB. The date and time the recorded conversation started. 3. Click the play symbol to play the recorded call. 13 March 2015

14 Working with Time Intervals Time intervals are used when you set up a rule that determines how an incoming call is handled. Each time interval includes the day (or days) of the week and the time of day. Suppose you want your calls transferred to another extension when you have meetings on Tuesday and Wednesday from 9 am to 11 am. You create a time interval that will be used a rule that transfers your calls to another extension during this time (see Add an Incoming Call Rule). You modify and delete time intervals that you have created. Although you can view your organization s time intervals, you cannot change or delete them. Viewing Time Interval Properties 1. Click Users in the sidebar menu to display the Extension Management page. 2. Under the Telephony section, click the Time Intervals link. A list of matching intervals is displayed. You may search for the one you want to by typing all or part of the interval name in the search field. T: Interval Type. Name: Name and Time Zone Intervals: Click Details to display Interval properties Created: The date the time interval was defined. 14 March 2015

15 3. To view information about the Time Interval, click the symbol to view information about the Interval. Adding a Time Interval 1. Click Users in the sidebar menu to display the Extension Management page. 2. Under the Telephony section, click the Time Intervals link. 15 March 2015

16 3. In the Tools section of the Time Intervals Management page, click the Add Time Interval icon to display the Add New Time Intervals page. 4. Enter a Name for the Time Interval. This is required. 5. Select the matching algorithm: Individual days or Interval. Interval is the default. If you select interval, the time interval will start and end at the specified times. Individual days: If you select Individual Days, the time interval will apply to each day selected. Example: Field Matching Algorithm Interval Individual Days Start hour 9:00 9:00 End hour 17:00 17:00 Start weekday Monday Monday End weekday Friday Friday Result The Time Interval is from 9:00AM Monday through Friday 5:00PM The Time Interval is 9:00 AM to 5:00PM on each day from Monday through Friday. 6. Locate the Time Zone in the dropdown list. 7. Enter the Start at hour and End at hour time in 24-hour format. 16 March 2015

17 8. You may also enter the start and end dates of the month. For example, you can specify a time interval that runs from the first to the third day of the month. 9. Once you have defined the time interval, click OK. Removing a Time Interval that you created 1. To remove a Time Interval, select the interval by clicking the checkbox. Note: You may only delete time intervals that you have created. Time intervals created by your organization may not be removed. 2. Click the Remove Selected link. The time interval will be removed. 17 March 2015

18 Turning Notifications On and Off Net2Phone Office can send out notifications to you when a voic message has been left, sent, or received. 1. Click Users in the sidebar menu. 2. In the Templates section, click Templates to display the Templates Management page. 3. Click in the Address field to enter or change the address to which the notification should be sent. For each notification you wish to receive, make sure to click the checkbox and enter the address in the Unified Communication Templates section. Click OK when you have finished. 18 March 2015

19 Add an Incoming Call Rule Incoming call rules allow you to create rules to handle incoming calls to your extension. These rules could include forwarding the calls that come in between a certain times of the day, automatically going to voic , and more. These rules will only apply to calls coming into your extension. 1. Click Home in the sidebar menu to display the Extension Management page. 2. In the Extensions section, click the extension to which you want to add the incoming call rule. On the Extension Management page for the extension that you selected, click Extension Preferences in the Quick Links section. 19 March 2015

20 3. In the Telephony section, click Incoming Call Rules. The Edit Incoming Call Rules page is displayed. From the drop down list, select the rule. Cascade Calls are routed through a series of options. The call cascade settings can be configured to run to other extensions, remote extensions, ring groups or external numbers. Select from the following options when transferring incoming calls using multiple numbers in a cascading order: Caller ID drop down list: Choose from one of the following options: Is Any: All incoming calls will be treated with the Cascade rule. This is the default setting. Matches: Calls that match the number you enter in the next text bos will be treated with the Cascade rule. Does Not Match: Calls that don t match the number you enter in the next test box will be treated with the Cascade rule. 20 March 2015

21 Is Anonymous: Calls that don t have Caller ID information will be treated with the Cascade rule. Note that the next field is grayed out when you select Is Anonymous. Time Interval drop down list: Contains the default (any time) and other time intervals you may have defined (weekends, holidays, etc.). See Working with Time Intervals. Ring Below text box: The number of seconds that the destination extension(s) will be rung when an incoming call is received. Make sure the number you enter here matches the sum of the seconds each destination number is rung. Call Number text box: It can be an extension or outside number where the call is being forwarded. Seconds text box: The number of seconds since the previous destination was called before attempting to call the next number. Use the +/ icon to add/subtract destination numbers and seconds. If you are adding multiple destination numbers to be called then make sure the sum matches that of the Ring Below total. Add in Position text box: This is the order in which all incoming calls will be treated (1, 2, 3 ). The position order (priority order) can be changed once the rules are created by clicking on the up/down arrows in the P column in the Existing Incoming Calls Rules section of the page. Key Pad Code text box: If you want to allow users to enable or disable the rule using their phone key pads, enter a single digit in the Key Pad Code field. The user will then enter *74 plus the single digit entered in the key pad to enable or disable the rule. For example: If the rule is enabled and key pad code field has been set to 1, then when your users dial *741 the rule will be disabled; if a rule is disabled and they dial *741 then the rule becomes enabled. Follow/Do Not Follow drop down list: Select Do not follow or Follow other rules when the call is not completed. Click OK when done. 21 March 2015

22 Transferring a Call Transfer to routes the call to another extension or number. 1. Numbers/Voic Select whether the call is to be transferred to another phone number, to several numbers, or to Voic . If you select numbers, click in the adjacent box to enter the telephone numbers to which the call is to be transferred. More than one number may be entered; separate numbers with a space. 2. Select the Time Interval during which the calls are to be transferred, the extension status (whether the phone is registered (on or off), and the call status (not answered, busy, does not matter). 3. Select whether the caller is to be asked for his name. 4. Choose Call or Do not call to determine if the extension should also be called when forwarding the calls. 5. Key Pad Code text box: If you want to allow users to enable or disable the rule using their phone key pads, enter a single digit in the Key Pad Code field. The user will then enter *74 plus the number entered in the key pad to enable or disable the rule. For example: If the rule is enabled and key pad code field has been set to 1, then when your users dial *741 the rule will be disabled; if a rule is disabled and they dial *741 then the rule becomes enabled. 6. The Add in position field determines the position of the rule in relation to the other rules. Select Follow if this rule if the next rule listed is to be followed, or Do not follow if the call is ended. 7. Click OK to save your entries. 22 March 2015

23 Play Busy A busy signal is played to let callers know that the extension is in use. 1. Caller ID drop down list: Choose from one of the following options: Is Any: All incoming calls will be treated with the Play Busy rule. This is the default setting. Matches: Calls that match the number you enter in the next text box will have the Play Busy rule applied. Does Not Match: Calls that do not match the number you entered in the next text box will be ignored. Is Anonymous: Calls that don t have Caller ID information will be treated with the Play Busy rule. Note that the next field is grayed out when you select Is Anonymous. 2. Time Interval drop down list: Contains the default (any time) and other time intervals you may have defined (weekends, holidays, etc.). See Setting Time Intervals. 3. Add in Position text box: If more than one rule has been created, this is the order in which the rules are applied. The position order (priority order) can be changed once the rules are created by clicking on the up/down arrows in the P column in the Existing Incoming Calls Rules section of the page. 4. Key Pad Code text box: If you want to allow users to enable or disable the rule using their phone key pads, enter a number in the Key Pad Code field. The user will then enter *74 plus the single digit entered in the key pad to enable or disable the rule. For example: If the rule is enabled and key pad code field has been set to 1, then when your users dial *741 the rule will be disabled; if a rule is disabled and they dial *741 then the rule becomes enabled 5. Follow/Do Not Follow drop down list: You can t change this option Call Busy rules are never followed by an incoming call rule. 23 March 2015

24 6. Click OK when done. Play Congestion A fast busy (aka congestion tone) to let callers know that the call was unsuccessful 1. Caller ID drop down list: Choose from one of the following options: Is Any: The Play Congestion rule will be applied to all incoming rules. This is the default setting. Matches: The Play Congestion rule will be applied to calls that match the number you enter in the next text box. Does Not Match: Calls that do not match the number you enter in the next test box will be treated with the Play Congestion rule. Is Anonymous: The Play Congestion rule will be applied to calls that do no have Caller ID information. Note that the next field is grayed out when you select Is Anonymous. 2. Time Interval drop down list: Contains the default (any time) and other time intervals you may have defined (weekends, holidays, etc.). See Setting Time Intervals. 3. Add in Position text box: If more than one rule has been created, this is the order in which the rules are applied. The position order (priority order) can be changed once the rules are created by clicking on the up/down arrows in the P column in the Existing Incoming Calls Rules section of the page. 4. Key Pad Code text box: If you want to allow users to enable or disable the rule using their phone key pads, enter a single digit in the Key Pad Code field. The user will then enter *74 plus the number entered in the key pad to enable or disable the rule. For example: If the rule is enabled and key pad code field has been set to 1, then when your users dial *741 the rule will be disabled; if a rule is disabled and they dial *741 then the rule becomes enabled 5. Follow/Do Not Follow drop down list: You can t change this option Play Congestion rules are never followed by an incoming call rule. Click OK when done. Hang Up The call is hung up. 1. Caller ID drop down list: Choose from one of the following options: Is Any: All incoming calls will be treated with the Hang Up rule. This is the default setting. 24 March 2015

25 Matches: Calls that match the number you enter in the next text bos will be treated with the Hang Up rule. Does Not Match: Calls that don t match the number you enter in the next test box will be treated with the Hang-Up rule. Is Anonymous: Calls that don t have Caller ID information will be treated with the Hang Up rule. Note that the next field is grayed out when you select Is Anonymous. 2. Time Interval drop down list: Contains the default (any time) and other time intervals you may have defined (weekends, holidays, etc.). See Setting Time Intervals. 3. Add in Position text box: This is the order in which all incoming calls will be treated (1, 2, 3 ). The position order (priority order) can be changed once the rules are created by clicking on the up/down arrows in the P column in the Existing Incoming Calls Rules section of the page. 4. Key Pad Code text box: If you want to allow users to enable or disable the rule using their phone key pads, enter a single digit in the Key Pad Code field. The user will then enter *74 plus the number entered in the key pad to enable or disable the rule. For example: If the rule is enabled and key pad code field has been set to 1, then when your users dial *741 the rule will be disabled; if a rule is disabled and they dial *741 then the rule becomes enabled 5. Follow/Do Not Follow drop down list: You can t change this option Play Hang up rules are never followed by an incoming call rule. Click OK when done. 25 March 2015

26 Generating Call Reports 1. Click Users in the sidebar menu. 2. In the Quick Links section, click Call Reports. There are three sections in the Call Reports page: Search Calls: You may search through all calls made and received using filters such as the From number, To number, cost, and date range. Export Columns: Select the details (columns) to be exported to an Excel file or a.csv (comma=delimited file). To open this section, click the down arrow. Call List: Displays a list of all calls registered in the system in the current month. To view calls from a different month, select the value from the drop-down list. Use the symbol when you wish all the calls in the system to be displayed. 3. Click OK when you are finished. 26 March 2015

27 Working with Sound Files You may add new sound files by recording sound files over your phone or by uploading an existing.wav or.mp3 file. You can create your own sound files by recording music, messages, and other sounds over your phone. The recording can then be used whenever a sound file is required, such as music that is played when a caller is on hold. Sounds files are also used in IVRs (for example, For store hours, press 1. ). Recording Sound Files 1. Click Users in the sidebar menu. 2. In the Telephony section, click the Sounds icon to display the Sound Management page. 3. Enter a name. This name will be the name of the sound file that you recorded. 27 March 2015

28 4. If the sound file is for music played while a caller is on hold, click the checkbox. 5. Click the This is a shared sound checkbox if the sound can be used by other users within the organization. 6. To record over the phone, click the Record Over the Phone checkbox. Once you do this. The Record Sound window is displayed. Dial the number displayed in this window to record your sound. Important: Do not close this window while recording. Recording will stop if you close the window. Uploading a Sound File You may upload a.wav or mp3 sound file. 1. Follow steps 1 and 2 in the Recording Sound Files section to display the Add New Sounds page. 1. In the Upload Sound Files section, click the Browse button to locate your file. 2. Once you locate the file, click the filename to select it. 3. Click OK to upload the file. The file is now available to use. 28 March 2015

29 Blocking Outgoing Calls You can block outgoing calls to specific numbers. 1. Click Users in the sidebar menu to display Extensions Management page displays 2. In the Telephony section, click Outgoing Call rules. On the Edit Outgoing Call Rules page, select Block from the dropdown menu. Note that the options displayed in the list depend on system set up. 3. In the Number field, enter the number to be blocked. 4. In the Time Interval field, select the time interval during which the number cannot be dialed. (See Working with Time Intervals). 5. To block another number, click the plus symbol. Enter the number and select the time interval. 6. Click Ok when you have finished. 29 March 2015

30 Miscellaneous Features The following features included in Net2Phone Office are ones that you will probably not use often. We ve included a brief description of the feature in the event that you need to apply them. Icon Name Description Call Screening Resource Sharing You can upload a database of individual phone numbers that may not be dialed from your extension during a defined time interval. Lets you share your call history, recorded calls, or voic messages with other users.. 30 March 2015

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