Hosted Phone System User Guide

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1 Hosted Phone System User Guide GXP-2020 Phone System GXP-2010 Phone System Agency Number: Lifetime Street Sunny, FL Last Updated 6/25/2009 User friendly guide to using your new VoIP phone system. For more information please contact AXECOM s Customer Service by dialing EXT: 1000 or

2 Plugging in Your System GXP-2010 GXP-2020

3 Welcome to AXECOM and your new VoIp phone system. Your Grandstream GXP Series IP phone features a new sophisticated design and is very easy to use. The GXP combines advanced feature functionality with the latest technology to offer excellent audio quality, ease of use and expandability. Warning: Please do not use a different power adaptor with the GXP series phone as it may cause damage to the products and void the manufacturer warranty. LCD Buttons Key Button Key Button Definitions LINE SELECTORS Selects the phone line printed on its right-hand side. SIP PHONE LINES DATE AND TIME NETWORK STATUS Displays the available phone lines. Choose a phone line by pressing the corresponding line selector on the left-hand side. Displays the current date and time. Can be synchronized with Internet time servers. Shows the status of the phone and network. It will indicate the phone s IP Address and other messages such as DO NOT DISTURB or MISSED CALLS. STATUS BAR LINE STATUS INDICATOR Shows the status of the phone, using icons as shown in the next table. Displays the name of the account that is in use. Select another account by pressing the LINE SELECTOR BUTTONS The soft-buttons are context sensitive and will change depending on the status of the phone. Typical functions assigned to soft-buttons are: SOFT-BUTTONS NEW CALL Press this button to make a new hand-free call. CALL FORWARD Unconditionally forwards the main phone line to another phone MISSED CALLS This option shows up there were unanswered calls to this phone. The Missed Calls option shows a list of the missed calls CALL RETURN Calls the phone that called/tried to call your phone last. REDIAL Redials the last number END CALL Hangs up phone

4 GXP Keypad Buttons LINE BUTTONS TRANSFER TRANSFER (Direct to Voic ) CONF MUTE HOLD Line keys with LED, can be configured to different SIP profiles Transfer Key: Transfer an active call to another number Press transfer then * and the extension. NOTE: the extension needs to be manually typed out. Press CONF button to connect Calling/Called party into conference Mute an active call; or Delete a key entry Also used to REJECT incoming call. Place ACTIVE call on hold Enable/Disable hands-free speaker mode SEND Press SEND to dial a new number or redial the last number dialed. Press send button to send a call immediately before no key entry timeout value expires Enter to retrieve voice mails or other messages MENU Enter Keypad Configuration MENU mode when phone is in IDLE mode. Use as ENTER key when in Keypad Configuration. 0-9, *, # Standard phone keypad; press # key to send call DND DO NOT DISTURB key; Press DND to turn Do not disturb function on or off. HEADSET INTERCOM Key Button Key Button Definitions Toggle between headset and speakerphone mode when in hands free mode Turn intercom function on/off. Future Feature **Default setting = DISABLED Brings phonebook on screen

5 MAKING PHONE CALLS Completing Calls There are six ways to complete a call: 1. DIAL: To make a phone call. Take Handset/SPEAKER/Headset off-hook or press an available LINE key (activates speakerphone) or press the NEW CALL soft-key. The line will have a dial tone and the primary line (LINE1) LED is green. If you wish, select another LINE key (alternative SIP account). Enter the phone number Press the SEND key or press the DIAL soft-key. 2. REDIAL: To redial the last dialed phone number. Take Handset/SPEAKER/Headset off-hook or press an available LINE key (activates speakerphone), the corresponding LED will be green. Press the SEND button or press the REDIAL soft-key. 3. CALL RETURN: To call the last phone number that called your phone. Hand-free option Press the CALL RETURN soft-key Hand-set option Take the Handset off-hook Press the CALL RETURN soft-key 4. USING THE CALL HISTORY: To call a phone number in the phone s history Press the MENU button to bring up the Main Menu. (Use MENU key as enter button when navigating through the menu selections). Select Call History and then Received Calls, Missed Calls or Dialed Calls depending Select phone number using the arrow keys Press MENU to select Press MENU again to dial.

6 5. USING THE PHONEBOOK: Making calls using the phone s phonebook. Each entry in the phonebook can be attached to an individual SIP account. The phone will use that SIP account to make the phone call. Go to the phonebook by: Pressing the phonebook button (left-hand side of phone), or Pressing the DOWN arrow key, or Pressing the menu button and Selecting Phone book and Press MENU Select the phone number by using the arrow keys Press OK so select Press OK again to dial. NOTE: Dial-tone and dialed number display occurs after the handset is off-hook and the line key is selected. The phone waits 4 seconds (by default; No key Entry Timeout) before sending and initiating the call. Press the SEND or # button to override the 4 second delay. Speed Dial The Multi Purpose Key buttons, located on the right-hand-side of the phone, are configured for speed Dial (or direct extension dialed). Press the speed dial button to automatically call the assigned extension. ANSWERING PHONE CALLS Receiving Calls 1. Incoming single call: Phone rings with selected ring-tone. The corresponding account LINE flashes red. Answer call by taking Handset/SPEAKER/Headset off hook or pressing SPEAKER or by pressing the corresponding account LINE button. 2. Incoming multiple calls: When another call comes in while having an active call, the phone will produce a Call Waiting tone (stutter tone). Next available lines will flash red. Answer the incoming call by pressing its corresponding LINE button. The current active call will be placed on hold. Do Not Disturb 1. Press the DND or MUTE button if you do not want to take a call. This will send the caller directly to voic . 2. Press the DND or MUTE button to set phone to do not disturb (icon will be on the screen). The phone will not ring and send caller directly to voic . (see note above)

7 PHONE FUNCTIONS DURING A PHONE CALL Call Waiting/ Call Hold 1. Hold: Place a call on hold by pressing the HOLD button. 2. Resume: Resume call by pressing the corresponding blinking LINE. 3. Multiple Calls: Automatically place ACTIVE call on HOLD by selecting another available LINE to place or receive another call. Call Waiting tone (stutter tone) audible when line is in use. Mute/Delete 1. Press the MUTE button to enable/disable muting the microphone. 2. The Line Status Indicator will show LINEx: TALKING or LINEx: MUTE to indicate whether the microphone is muted. Call Transfer NOTE: Pressing MUTE button for an incoming call will reject the call. MUTE button also functions as delete key when user wish to delete the last entered digit. 1. Blind Transfer: While on a call, press TRANSFER button, then dial the number to which you d like to Transfer the call then press the SEND button to complete transfer of active call. 2. Attended (or Supervised) Transfer: While on a call, press LINEx button (automatically places the ACTIVE LINE on HOLD) to call the number to which you d like to Transfer the call. Once the call is established, press the TRANSFER key followed by the line that is on HOLD to transfer the call. Conference Call 1. While on a call, press LINEx button (automatically places the ACTIVE LINE on HOLD) to call the next party in your conference. Once the next call is established, press the CONF key followed by the line that is on HOLD that you wish to conference with. Parking a Call 1. Parking an Active Call on Specific Extension: While on active call, press Transfer, 7+ext OR Transfer + Park Extension Key (located on the right hand side of the phone). This places call on hold at specific extension that is currently on another line. A red lamp indicator will notify end user of the Line in Park. The end user then has the option to Accept or Deny the call. 2. Parking an Active Call in Group Extension: While on an active call, press Transfer OR Transfer + the Group Extension key (located on the right hand side of your phone). This will place the call in a General Park status and the call will then be available for any user to accept when ready. Voice Messages (Message Waiting Indicator) A blinking red MWI (Message Waiting Indicator) indicates a message is waiting. Press the MSG button to retrieve the message. An IVR will prompt the user through the process of message retrieval. Press a specific LINE to retrieve messages for a specific line account. You may also dial *97 to log into the voic system. NOTE: Each line has a separate voic account. Each account requires a voic portal number to be configured in the voic user id field. To check which line account has a message 1) press the message button (this always checks the primary account), 2) check each line for stutter tone or 3) check missed calls using the menu.

8 Busy Lamp Field The Multi Purpose Key buttons can be configured for Busy Lamp Field function with a specified account. When BLF is configured on one of the multi-functional buttons, the Speed Dial function will work when that line is not in use. Call Pick Up is supported when user presses a flashing BLF key. CALL FEATURES The GXP supports traditional and advanced telephony features including caller ID, caller ID w/name, call forward/transfer/park/hold as well as intercom/paging and BLF. Automated Attendant / IVR Provisioning The Automated menus are used to answer incoming calls when your staff is busy, unavailable or when your business is closed. During normal business hours you may choose to have your calls answered first by the AA/IVR or choose to have them ring to 1 or multiple telephones before routing callers to the automated menu system. Outside of normal business hours callers will be greeted immediately by the Night Menu where they can be given dialing options that is customizable to fit your business needs. These dialing options may include routing to internal extensions, voic boxes, or any external destination of choice. There may also be built in Hidden options for each AA/IVR menu that will be used for your staff to administer things such as changing the Day and Night Greetings. It is normally a good idea to share these hidden dialing options with those who will be administering to your phone system but do not advertise these options to the general public. Day Menu Dial Code Description 0-9 Custom Destination of choice Record IVR Day Greeting Record IVR Night Greeting Record IVR Temp Greeting Night Menu 2663(CONF) Log into Conference Bridge Dial Code Description 0-9 Custom Destination of choice Record IVR Day Greeting Record IVR Night Greeting Record IVR Temp Greeting 2663(CONF) Log into Conference Bridge Directory List Menu Dial Code Description 1 Staff Member 1 2 Staff Member 2 3 Staff Member 1 Etc.

9 Conference Bridge The AXECOM Conference Bridge Service offers on demand dial in conferencing that is available for your staff and clients 24/7. The conference bridge can be accessed from the Auto Attendant/IVR Menu system or by dialing it directly using an internal extension. Once you are connected to the conference bridge you will be prompted for a pin number. There are two types of pin numbers, Participant pins and Leader pins. Note: a conference will not begin until the Leader has joined, therefore all Participants who join the conference before the Leader arrives will be placed on hold listening to music while waiting for the Leader to join. * Please ask your AXECOM representative for Participant and Leader Pin numbers. ** This Conference Bridge Service is subject to additional charges.

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