Shaw Business Hosted PBX user guide

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1 Shaw Business Hosted PBX user guide

2 Contents 4 Welcome 5 AASTRA Hosted IP Phone 7 Handling Calls 9 Voic / Greetings 11 Voic / Playback Features 12 Additional Voic Features 13 Call Forward All 15 Call Display 16 Anonymous Call Blocking 17 Selective Call Blocking 18 Do Not Disturb 19 Redial & Mute 20 Local Conferencing 21 Speed Dial 24 Phone Options 25 Reception Phone Features 26 Additional Features 27 Other Hosted PBX Features 28 Support The following offers are subject to change without notice. Shaw products and services are subject to our terms of service as occasionally amended. Visit shaw.ca for more details.

3 Welcome to Shaw Hosted PBX Inside you ll find easy-to-follow instructions for all the features included with your Shaw Business Hosted PBX service, If you have any questions, our Shaw Client Services team will be happy to help. Please call or visit us online at shaw.ca/business. 3

4 AASTRA Hosted IP phone IP phone components i Handset High Quality Speakerphone Message Waiting Lamp Goodbye Key Options Key Hold Key Redial Key Softkeys Four (5) Line Call Appearance Keys Speakerphone/Headset Key Mute Key Navigation Keys Keypad LCD Screen Volume Control (+) (-) 4

5 AASTRA Hosted IP phone cont. Text Keys Symbol Keys Description Goodbye Key: Ends an active call. The Goodbye key also exits an open list, such as the Options List, without saving changes. Options Key: Accesses options to customize your phone. Shaw Client Services may have already customized some of your settings. Check with your System Administrator before changing the Administrator-only options. Hold Key: Places an active call on hold. To retrieve a held call, press the call appearance button beside the light that is flashing. Redial Key: Redials up to 100 previously dialed numbers. Pressing the Redial key twice simultaneously redials the last dialed number. Volume Control Key: Adjusts the volume for the handset, headset, ringer, and handsfree speaker. Line/Call Appearance Key: Connects you to a line or call. The Aastra 6757i IP phone supports up to 4 line keys. Handsfree Key: Activates Handsfree for making and receiving calls without lifting the handset. When the audio mode option is set, this key is used to switch between a headset and the handsfree speakerphone. Mute Key: Mutes the microphone so that your caller cannot hear you (the light indicator flashes when the microphone is on mute). 5

6 Handling calls To answer the Call For handsfree operation, press incoming call or the line/call appearance button for the Press for handsfree or headset operation Lift the handset for handset operation If the phone is already connected to a call, pressing the line/call appearance button for the new incoming call automatically places the connected call on hold and answers the new call. To reconnect to a party, press the line/call appearance button for that call. If you cannot answer the call, the caller goes to voic if voic has been configured for your extension. Sending incoming Calls to Voic You can send an incoming call directly to voic without answering the call. To do this, press without picking up the handset. If you're already on the phone your incoming call should go directly to voic . Your phone screen displays a voic icon (*) along with the number of waiting messages, if you have unheard messages (example: * x 4). Placing a Call on Hold You can place an active call on hold by pressing the Hold hold, only your phone can retrieve the call. key. When you place a call on Automatic Hold When juggling between calls, you do not have to press the hold button to go from one call to the next. The phone automatically puts your current call on hold as soon as you press a new line/call appearance button. If you have more than one call on hold, you can reconnect to a held call by pressing the line/call appearance button where that call is being held. Press to disconnect the call. Retrieving a Held Call If you have more than 1 call on hold, you can scroll through the held call information by pressing the left and righ navigation buttons. To reconnect to a call press the line/call appearance button where that call is being held. If you press the call/line appearance button again, you disconnect from the call. 6

7 Handling calls Blind Transfer A blind transfer is when you transfer a call directly to another extension without consulting with the person receiving the call. To do this, simply complete the transfer immediately after you have entered the number. The call goes directly to the extension or outside line you transferred to. If the party you are transferring the call to does not answer, the transferred call rings back to your extension. Consultative Transfer You also have the option to consult with the person you are transferring the call to, before you complete the transfer. To do this, simply remain on the line until the receiving party answers the call. After consulting with the receiving party, you can either complete the transfer or cancel the transfer to go back to the original call. To transfer a call to another extension 1. Connect to Party 1 (if not already connected). Party 1 is the party you want to transfer. 2. Press the Xfer key. You should hear a dial tone as a second line opens up. 3. Press a line/call appearance button followed by the extension number (or the outside number) to Party 2. This is the Party for which you want to transfer Party 1 4. To complete a "blind" Xfer, press the Xfer Key again before the receiving end answers. To complete a consultive transfer, remain on the line to speak with the Party 2, before pressing the Xfer Key again to transfer Party 1 to Party 2. To cancel the transfer, select Cancel on the display screen or press. 7

8 Voic & Greetings Getting Started Voic answers your calls when you are unable to answer the phone. Your personalized greeting is played and the caller s message recorded for you to listen to later. Before you can use the Voic service, you must first initialize your Voic box. Step 1 Access the system Dial * 9 8 from your Shaw Business Phone or press the "Voic softkey." Step 2 Enter your temporary password Your temporary password will be prompted. Enter your extension number as your password and press #. Step 3 Enter your new password For security reasons, the systems will prompt you to change your password. Enter your new password. The password can be 4 to 10 digits long. You cannot use your old extenion number. You will hear a message that your new password is confirmed. Personal Greetings A greeting is a short message that plays before the caller is allowed to record a message. The greeting is intended to let the caller know that you are not able to answer their call. The greeting can also be used to convey other greetings like Unavailable, Busy or Temporary Away. Unavailable Greeting If you are unavailable when someone calls (phone is not answered within the selected number of rings) this greeting will be played to the caller. Press * 9 8 or "Voic softkey." Press 0 for mailbox options. Press 1 and follow the prompts to record unavailable message. Busy Greeting If you are busy when someone calls (your phone is not capable of handling multiple calls at the same time) this greeting will be played to the caller. Press * 9 8 or "Voic softkey." Press 0 for mailbox options. Press 2 and follow the prompts to record busy message. 8

9 Voic & Greetings Temporary Greeting A temporary greeting can be recorded which will be played instead of the busy or unavailable greeting if it exists. This could be used, for example, if you are going on vacation and want to inform people not to expect a return call anytime soon. You do not need to re-record your busy and unavailable greetings if you use this option. Press * 9 8 or "Voic softkey." Press 0 for mailbox options. Press 4 and follow the prompts to record temporary greeting. Name This option is used to confirm a voice mailbox identity for internal calls and directories. Press * 9 8 or "Voic softkey." Press 0 for mailbox options. Press 3 and follow promptos to record your name. Retrieving Your Messages After you have logged into your voic , you will be notified if you have new or saved messages. You can still make and receive calls. Initial playback options are: To access your Voic from your Shaw Business Phone: Press * 9 8 from your Shaw Business Phone or press the "Voic softkey." Press 1 to play a message. Press 2 to change folders. Press 0 for mailbox options. Press * for HELP. Press # to EXIT or to cancel. To access your Voic while you are away from your Shaw Business Phone: Dial your phone number and press * when your personal greeting begins. Enter your access code. Follow the prompts to check for new or saved messages. 9

10 Voic playback features During Message Playback During the playback of the message, any of the following buttons may be pressed. Press 0 to pause and resume message playback. Press * to rewind the message by 3 seconds. Press # to fast forward the message by 3 seconds. After Playback After (or during) the playback of a message, the following buttons may be pressed. Press 1 to go back to the first message in the folder. Press 2 to change folders (only available on saved messages). Press 3 for advanced options. Press 4 to go to the previous message. Press 5 to repeat the current message. Press 6 to go to the next message. Press 7 to delete the current message. Press 8 to forward the current mesage to another user. Press 9 to save the message. Press * for HELP. Press # to EXIT. Advanced Post Playback Options After the playback of any message you may enter the advanced section by pressing 3, after which any of the following buttons may be pressed. When outside callers of the system leave messages, the advanced options will not be available. Press 1 to record a new message and send it to the person who left the message. Press 3 to play the message envelope. Press * to return to the main menu. The Message Envelope Once message playback begins, its "envelope," which contains the following information, will precede each message: Position in the current mailbox Date and time the message was received Caller ID information (if available) Duration of the message By pressing 1 at any time during the playback of the message envelope will skip directly to message playback. To Review Saved Messages Dial * 9 8 to access your feature management menu. Press 1 to review saved messages 10

11 Additional voic features Record and forward a message Dial * 9 8 to access the main menu. Press 5 to record and forward a voice message Press 1 to record and forward a message to a phone number. Press 2 to record and forward a message to a distribution list. Voic to Forward your voic messages to your account. It s a great way to manage and save space on your phone. Each voic is sent as an audio file and can be saved for as long as you want. To activate Voic to you need to contact Shaw Client Services. 11

12 Call forward all Call Forward All redirects your incoming calls to another phone number. You can forward calls to any number you choose. To set up Call Forward All Press the CFWALL softkey when prompted, enter the ten-digit number you want your calls forwarded to Press # to confirm. Once You hear the prompt replaying your number entered, you can hang up, and the CFWD button LED will light up NOTE: Call Forward All is only available for external calls To cancel Call Forward All Lift the receiver and press the CFWALL softkey A recording will be prompted notifying you that Call Forward All has been canceled, and the LED light will go off. You may hang up. Call Display shows an incoming caller s name and telephone number (if available) on a caller ID unit, or a caller ID-equipped phone, before you answer. 12

13 Call forward all cont. Call Forward All Options Menu 1. Press the Options button 2. Using the cursor pad scroll to Call Forward (option 1) and press the Select button 3. Use the cursor pad (Up/Dn) to highlight a Mode and click the Change button 4. Use the cursor pad (L/R) to change the state of the selected mode e.g. Off or On 5. Use the cursor pad (Up/Dn) to enter a phone number to forward your calls to 6. The No Answer Mode (option 3) allows you to control the number of rings before the call is forwarded 7. Click Done when settings are complete CALL FORWARD-MODE DESCRIPTION Off All Busy No Answer Disables call forward. Phone forwards all incoming calls immediately to the specified destination. Phone forwards incoming calls if the line is already in use. Phone forwards the call if it is not answered in the specified number of rings. 13

14 Call display To use Call Display You don t need to do anything to use Call Display just watch the display screen on your caller ID-equipped phone or caller ID unit when a call comes in. After the first full ring, the phone number and name will appear if the call is from an area where Call Display service is available. Unknown Number and Unknown Name will be displayed if the call is from a pay phone, some cellular phones, areas where Call Display features are not available, or an operator-assisted call where operator assisted blocking was requested. Private Number and Private Name will be displayed if the caller activated Call Display Blocking. 14

15 Anonymous call blocking With Anonymous Call Blocking you can avoid receiving a call from numbers that have a privacy feature activated such as Caller ID Blocking. When Anonymous Call Blocking is activated your phone will not ring. Instead, the caller will hear a recording that informs them that you do not accept calls from blocked numbers. They will then have to hang up and unblock their number to have their call placed through to you. To use Anonymous Call Blocking To activate Anonymous Call Blocking, call Shaw Business Client Services by phoning Some charges may apply. 15

16 Selective call blocking Selective Call Blocking lets you enter specific numbers that you do not wish to receive calls from. Anyone trying to call your phone from a number that you have blocked will simply get a recording advising them that you are not presently accepting calls from their number. Add numbers to Selective Call Block List: To add numbers to Selective Call Blocking, call Shaw Business Client Services by phoning Some charges may apply. 16

17 Do not disturb (DND) The IP phones have a feature you can enable called "Do not Disturb" (DND). The DND function allows you to turn "Do not Disturb" ON and OFF. If DND is ON, callers calling into the phone hear a busy signal or a message, depending on how Shaw Client Services set up the configuration server. The second line on the screen of the IP phone shows when DND is set. If the phone shares a line with other phones, only the phone that has DND configured is affected. 17

18 Redial & Mute Redial Press to dial the most recent number you dialed from the phone If you are off-hook and press number you called is called back If you are on-hook and press Directory list appears on-screen the last, a Redial The redial list is available during active calls. It stores up to the last 100 numbers you called, allowing you to scroll through and select the number you wish to redial. Mute You can use the Mute key to mute the handset, headset, or speakerphone. When you use the mute key on your phone, you cannot be heard on an active call or on a conference. For muted calls, the handsfree LED flashes and the Mute key LED is ON. 18

19 Local conferencing Conference Call 1. When you begin a conference, you are the first party in the conference (Party 1). Pickup the handset or press the speakerphone key. A line opens up. 2. Call Party 2 by dialing their number (or answer an incoming call of a Party). 3. Wait for Party 2 to answer. When Party 2 answers, you can consult with them before adding them to the conference. 4. Press the Conf Key. A new line opens. L2 John Smith >7788 Dial Conf Xfer 5. Enter the phone number of Party Wait for Party 3 to answer. When Party 3 answers, you can consult with them before adding them to the conference. 7. Press the Conf key again to add Party 3 to the conference. Party 1 (which is yourself), Party 2, and Party 3 are all connected to a single conference. 8. To drop a party from the conference, press the Conf key once more. 19

20 Speed dial Press-and-Hold to Create a Speed Dial (applicable to programmable keys, softkeys, keypad keys, expansion module keys) Pressing and holding down a programmable key, softkey, keypad key, or expansion module key on the phone initiates a speed dial feature. Note: When creating a speed dial key from the IP Phone User Interface, you must select a programmable key, softkey, keypad key, or expansion module key that has no preassigned function (key must be set to None or Empty.) If you press and hold a keypad key that is already configured as a speed dial, the speed dial information displays on the screen for you to edit. 1. Press a programmable key, softkey, keypad key, or expansion module key for 3 seconds. The following screen displays: Enter Name: Enter Number: Line: 1 - Save - Backspace - ABCu Cancel - Note: You can press the "Cancel" softkey at anytime during the speed dial programming to cancel and not save the speed dial information. 2. In the "Enter Name:" field, enter a name to apply to the speed dial key. Use the keypad keys to enter the name. Continue to press the keypad keys to access the next letter for that key (i.e. press 2 three times to access C). Press 4 to move to the next space, or wait for the cursor to automatically advance to the next position. To insert a space between letters, press 4. To backspace and erase a mistake, press the Backspace softkey. Note: The phone automatically uses an uppercase letter for the first letter of each word and a lowercase letter for all subsequent letters in the word. If necessary, use the "ABC 4" softkey to specify uppercase letters or lowercase letters when entering the name. You can enter up to 16 letters in the "Enter Name:" field. Press the 2 key to move to the next field. 20

21 Speed dial 3. In the "Enter Number:" field, enter a number. for the speed dial key using the keypad keys.you can enter up to 16 numbers in the "Enter Number:" field Enter Name: John Smith Enter Number: Line: 1 - Save - Backspace u Cancel - Note: When in the "Enter Number:" field, the phone automatically switches to the numbers softkey. Press the 2 key to move to the next field. 4. In the "Line:" field, select a line to apply to the speed dial key. Enter Name: John Smith Enter Number: Line: u1 - Save - Backspace Change u Cancel - This is the line that the phone opens to dial the number after you press the speed dial key. By default, the phone uses Line 1 for the speed dial key. If you want to use a different line, press the "Change" key, or press the 4 key to select another line. 5. Press the "Save" softkey to save the speed dial information to the speed dial key you selected. Note: To delete or remove a speed dial configuration from the phone, you can press the Remove key.. 21

22 Speed dial Creating a Speed Dial Using the Speed Dial Edit Option You can use the IP Phone User Interface at the path, Options->Preferences->Speed Dial Edit, to create a speed dial key. To create a Speed Dial: 1. Press on the Options buttion 2. Using the cursor pad, scroll to Preferences (option 2) and press the Select button 3. Using the cursor pad, scroll to Speed Dial Edit (option 3) and press the Select button The following prompt displays: "Press SD button" All current speed dial key LEDs flash RED (for softkeys, programmable keys and expansion module keys). All other function key LEDs turn off, during this process. After you press a speed dial key for editing, the phone restores all key LEDs to their previous state. Note: If you select a key that is currently set as a speed dial key, the speed dial information displays for you to edit. 4. Press a non-configured softkey, programmable key, keypad key, or expansion module key. The following screen displays: Enter Name: Enter Number: Line: 1 - Save - Backspace - ABCu Cancel - Note: You can press the "Cancel" softkey at anytime during the speed dial programming to cancel and not save the speed dial information. 5. In the "Enter Name:" field, enter a name to apply to the speed dial key. Use the keypad keys to enter the name. Continue to press the keypad keys to access the next letter for that key (i.e. press 2 three times to access C). Press 4 to move to the next space, or wait for the cursor to automatically advance to the next position. To insert a space between letters, press 4. To backspace and erase a mistake, press the Backspace softkey. 22

23 Phone options Tone Selections 1. Press the Options button 2. Using the cursor pad scroll to Preferences (option 2) and press the Select button Select Option 1 to set ring tone Press the Select button. Scroll through the five ring options to give you a sample of what the ring sounds like. Click Done when you have selected a tone Adjust the ringer volume accordingly Contrast Levels 1. Press the Options button 2. Using the cursor pad scroll to Preferences (option 2) and press the Select button 3. Scroll to Display (option 2) and click Select 4. You can make changes to the Contrast Level or select Backlight then click the Advanced button to change the length of time the light will stay on after activity. 5. Press the Change button to Using the cursor pad scroll through the various contrast levels Directory List 1. Press the Dir (Directory) button on your phone. 2. Press the Add New button at the Directory List header screen 3. Enter a name, phone number and line number and press the Save button after each field entry. 4. To dial a number in the Directory List press the Dir button. 5. Using the cursor pad scroll through the list and press the Dial button. 6. To exit the Directory List, press the Quit button Call History This phone feature will display your phone s call history. This list will store up to 200 calls. 1. Press the Callers button then use the cursor pad to scroll through the list of callers. 2. You can choose to Dial the number or Copy it to your Directory To clear the call history log on your phone: 1. Press the Callers button on your phone 2. Press the Delete List button to clear log 23

24 Reception phone features You can use the reception phone to setup various Auto Attendant greetings while you are away from your phone. Main Auto Attendant Press the RCMain softkey to record your Main Auto Attendant message Note: Once your Main Auto Attendant message has been recorded, you won't have to rerecord, unless you want to make an update. Press the MainAA softkey to enable Main Auto Attendant The LED light will turn on once enabled. All calls will go directly to your main Auto Attendant greeting. To disable, press the MainAA softkey again, the LED light will turn off. Holiday Auto Attendant Press the RCHoliday softkey to record your Holiday Auto Attendant message. Note: Once your Holiday Auto Attendant message has been recorded, you won't have to rerecord, unless you want to make an update. Press the HolidayAA softkey to enable Holiday Auto Attendant The LED light will turn on once enabled. All incoming calls will go directly to your holiday greeting. To disable, press the HolidayAA softkey again, the LED light will turn off. Night Auto Attendant Press the RCNight softkey to record your Night Auto Attendant message Note: Once your Night Auto Attendant message has been recorded, you won't have to rerecord, unless you want to make an update. Press the NightAA softkey to enable Night Auto Attendant The LED light will turn on once enabled. All incoming calls will go directly to your night greeting. To disable, press the NightAA softkey again, the LED light with turn off. 24

25 Additional features Shaw Toll-Free Service Shaw Toll-Free Service allows you to receive toll free calls. You can choose from any 800, 888, 855, 866, 877 and vanity toll free numbers. To activate your service * you need to subscribe through our Client Services Team by phoning Shaw Distinctive Ring Distinctive Ring provides additional phone numbers that all ring on your existing Shaw Business phone line. Each number is given its own distinctive ring tone, allowing the type of incoming call to be identified by its ring. This allows you to assign numbers specifically for faxes, businesses, or other specific callers. With Shaw Distinctive Ring you can have up to three additional phone numbers assigned to your Shaw Business phone line. To order Shaw Distinctive Ring, call or visit shaw.ca today. Shaw Audio Conferencing Service Shaw s Audio Conferencing service provides on-demand audio conferencing that you can manage online. For detailed instructions on all features and functionality please visit shaw.ca. To activate your audio conferencing account * you need to subscribe through a Shaw Customer Service Representative by phoning Selective Ring/Virtual Number Incoming calls can be redirected to a secondary virtual number. This virtual number can be assigned a specific ring to identify it when called. This is most often used for fax number. To activate Selective Ring or Virtual Number you need to subscribe through a Shaw Customer Service Representative by phoning

26 Other Hosted PBX features Basic Directory Listing Shaw Business arranges customer's basic listing information so that the information is presented in the phone book of the exchange where the business resides. A Basic Listing is considered to include the company name, address and telephone number. Directory information other than "basic" is considered a Complex Listing and is a billable item from the directory. Complex Listing details will be negotiated directly between the customer and the local directory company or Yellow Pages Group. 911 Emergency Services Shaw Business telephone service will fully support 911 emergency services. In the event that you have an emergency, you'll have peace of mind knowing that the authorities can determine your location and send help to you even if you are unable to speak to the operator. 26

27 Support Support At Shaw Business, our number-one focus is customer experience. Our friendly team will work diligently towards finding a solution to your concern in a timely manner. Client Services Team Please contact our Client Services Team for any changes that you require to your phone system or questions you have about its functionality. Our team is available to you Monday through Friday, 8am - 5pm MST, through or phone. Phone: Network Operations Centre Please contact our Network Operations Centre (NOC) for any technical problems, outages or call quality issues you experience. Our NOC provides expert support and service 24/7/365. You can reach our NOC by phone or Phone: Sales & Product Enquiries Phone:

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