Telephone User Guide 1

Transcription

1 Telephone User Guide 1

2 Introduction The NextPBX is a virtual phone system designed for small businesses and entrepreneurs. It provides you with your own private local or toll free number. This one number acts as your company s main number where you can record your own custom main greeting. Example, Thank you for calling ABC company, for sales press 1, for customer service press 2, for accounting press 3 or for our dial by name directory press 9. Your callers can then choose their extension and be connected with you or your employees anywhere they may be working. The virtual extensions that are dialed from the main menu can be assigned to individuals or departments. The owner of each extension can then program his/her extension between 4 different types of applications depending on how they want the extension to work. These applications include: Voic - When using this application your extension plays a greeting and callers leave messages and send faxes for you. Hotline When using this application your extension simply plays your greeting you have recorded. Callers cannot leave messages; it only plays your announcement. Re-Direct When using this application your extension immediately rings through to another phone number you have programmed. There is no music on hold or greeting, the calls are simply re-directed to your home, cell, Voip line. Personal Virtual Assistant This is the most feature rich application. When using this application your extension uses a presence management system custom only to VoiceNation. This application includes find me-follow me, voic , virtual fax and more. You get to choose from 7 different status profiles your number can follow. This application is ideal for the mobile professional. 2

3 Onine Login (Administrator) 1. Go to 2. On the top right corner of the page you will see the login area. Click the NextPBX login. 3. On the next screen you will need to have these 3 things: 1. Your NextPBX number 2. The administrator extension (100) by default 3. Skeleton key that you were ed after signup ENTER ALL 3 in the fields shown below to login as the ADMIN. You will have full access to manage and configure all the extensions in the NextPBX 3

4 Onine Login (extension user) 1. Go to 2. On the top right corner of the page you will see the login area. Click the NextPBX login. 3. On the next screen you will need to have these 3 things: 1. Your NextPBX number 2. Your extension number. Example Your EXTENSION USER password that was assigned to this extension. The admin received this password in the welcome instructions after signup. This password can be changed online or over the phone after the initital setup or login. 4. ENTER ALL 3 in the fields shown below to access your extension online. 4

5 Main Greeting (Recording) RECORDING YOUR MAIN DAYTIME GREETING 2. Press then enter your main greeting passcode 3. PRESS 1 to record the Main daytime greeting RECORDING YOUR MAIN AFTER HOURS GREETING 2. Press then enter your main greeting passcode 3. PRESS 2 to record the Main after hours greeting RECORDING YOUR MAIN HOLIDAY GREETING 2. Press then enter your main greeting passcode 3. PRESS 3 to record the Main HOLIDAY greeting 5

6 HOTLINE APPLICATION Accessing your extension 2. Enter you extension number then PRESS 3. Enter your passcode when prompted, then PRESS Recording your greeting 2. When the default greeting plays PRESS 3. Enter your passcode when prompted, then PRESS 4. PRESS 3 to record your Hotline Resetting your passcode 2. When the default greeting plays PRESS 3. Enter your passcode when prompted, then PRESS 4. PRESS 6 to reset your passcode 6

7 VOIC APPLICATION Accessing your extension messages (new and saved) 1. Dial your NextPBX 3. Enter your passcode when prompted, then PRESS 4. Once you enter your passcode you will hear the message count This tells you how many new and saved messages you have. From this menu you can PRESS PRESS 1 2 to listen to new messages to listen to saved messages. Recording options 4. PRESS 3 for recording options 5. PRESS 1 to record your Voice Title or PRESS 2 to record your voic greeting The voice title is typically recorded as your first and last name. With the voic application the voice title will only be heard when receiving a notifcation call to your phone. If you are not using notification to a phone then it is not necessary to record the voice title. 7

8 VOIC APPLICATION Recording your voice title 4. PRESS 3 for recording options 5. PRESS 1 to record your Voice Title The voice title is typically recorded as your first and last name. With the voic application the voice title will only be heard when receiving a notifcation call to your phone. If you are not using notification to a phone then it is not necessary to record the voice title. Recording your personal greeting 4. PRESS 3 for recording options 5. PRESS 1 to record your Personal greeting 8

9 VOIC APPLICATION Message Notification to a phone options 4. PRESS 4 for Alerts 5. PRESS 1 for Notify Options Turn notify on/off Create a new entry Edit an existing entry Delete an existing entry Create a custom notify message Play your notify message When using notifcation, outbound usage fees may apply. When creating new notification entries, you do NOT have to enter 1 before your phone number. Example: (678)

10 VOIC APPLICATION Wake up calls 4. PRESS 4 for Extension Options 5. PRESS 2 for Wake up Calls Turn on/off Set wake up time Set wake up number Disable the current wake up call Record wake up message Play your wake up message When using wake up calls, outbound usage fees may apply. When creating new entries, you do NOT have to enter 1 before your phone number. Example: (678)

11 VOIC APPLICATION Placing a call (virtual calling card) 4. PRESS 5 to place a call 5. You will hear a dial tone, begin dialing your number example: (678) When placing a call using the calling card feature, your callers will see your NextPBX number as the caller ID. Whether you are calling from your cell phone, home phone or any other phone your callers will see your NextPBX number. Outbound usage charges apply. Resetting your passcode 4. PRESS 6 to reset your passcode 11

12 VPA (Personal virtual assistant) The VPA application is the most feature rich application of the 4 (four). This application requires you to program your extension with one of 7 (seven) different statuses. Statuses let you control how your extension works and what your callers hear when they call you. The seven statuses are: WORK CELL HOME TRAVEL UNAVAILABLE VACATION MEETING CALL FORWARDING STATUSES VOIC ONLY STATUSES Your phone system should adapt to your day. Presence Management with statuses allows you to change how calls are treated based on seven (7) different statuses. Options including Home, Cell, Work, Meeting, Travel, Vacation, and Unavailable ensure that every call is received how you want, when you want. Presence Management is available for SimplyONE and NextPBX systems

13 Understanding call forwarding statuses 13

14 In call controls () Call re-transfer In-Call Controls are an advanced find me-follow me feature. This feature lets you sound more professional and gives you the ability to re-transfer calls that have been forwarded to you from your NextPBX. This feature only applies when using call forwarding statuses. Here is a scenario to give you a good example. Let s say that you are in the CELL status and your calls are set to ring your mobile phone. A caller calls your NextPBX and is forwarded to your mobile phone and you accept the call. During this conversation you realize you need to place them on hold to go grab something off your desk. Instead of just telling them to hang on and letting them hear you put the phone down and scramble to find it, you can use the In-call controls to put them on hold in a professional manner. At anytime during a forwarded call from your NextPBX PRESS to place your caller on hold. Your caller will hear music while holding. While your caller is on hold you can... PRESS 1 to send this caller back to voic PRESS 2 to transfer them to another number or extension in your NextPBX. Just enter the extension number or 10 digit number (example ) PRESS 9 to return to your caller who is on hold 14

15 Call Screening Call Screening is another advanced find me-follow me feature. When call screening is turned on, your callers will be asked to announce their name before their call is forwarded to you. So when your caller dials your extension they will immediately hear you ve reached the personal assistant for VOICE TITLE, whom may I say is calling? The system will then beep and allow them to record their name. The call will then begin transferring, when you answer the call you will hear a prompt that says, you have a call from, THE NAME THEY RECORD- ED to accept this call press 1 or to refuse this call press 2 or press 3 to refuse this call with a voice note If you press 1 you will be connected with the caller and begin speaking with them If you press leave a message 2 the caller will go into your voic where they can If you press 3 you can record a quick message for your caller to hear before they go into your voic . This is a nice way to let your caller know you are acknowledging their call but cannot accept it at this time. 15

16 Voic Only Statuses The UNAVAILABLE, MEETING and VACATION statuses are statuses you will use when you do not want your extension to forward calls to you. UNAVAILBLE and MEETING are the two most used statuses when you are not taking calls. Just like the four call forwarding statuses you have the option of recording your own custom status greeting for each status. If you don t record your own custom status greeting your extension already has pre-recorded status greetings that will play. This ensures that you can start using your NextPBX number immediately with very little setup required. Checking new messages 4. PRESS 1 to review your messages 5. PRESS 1 to review new messages 16

17 Checking saved messages 4. PRESS 1 to review your messages 5. PRESS 2 to review saved messages Message playback options While you are listening to your messages you can PRESS: repeats the message saves the message erases the message returns the call (dials back the caller ID) forwards the message to another extension skips the message (stays new) rewinds the message (rewinds 3 seconds) scans your messages fast forwards the messages (ffwds 3 seconds) 17

18 Changing your status over the phone 4. PRESS 2 to change your status, THEN... PRESS PRESS PRESS PRESS PRESS PRESS PRESS for WORK for CELL for HOME for UNAVAILABLE for TRAVEL for VACATION for MEETING 18

19 Setting Statuses using speed dials Speed dials are a convenient way to change your status on the fly. They allow you to program a single digit on your cell phone to change your status. You may already have speed dials on your cell phone for family and friends so what many NextPBX customers do is setup the speed dials on 2 digits. The process of setting up speed dials on your extension varies from person to person based on your cell phone provider. The example below will work with most cell providers. If not please contact customer support at for more instructions. 1. Open your address book on your cell phone and create a new entry. 2. Depending on your cell phone you may need to name the new entry first. The example to the right shows the name as NextPBX Ext Then you will need to enter the phone number. The phone number will contain many different characters that you may not be familiar with. This is where it may vary from cell phone to cell phone. You will need to find out from your provider how to create a pause. On the majority of providers you can create a pause by holding down the (asterisk) or (pound). This is the equivelent to inserting 3 seconds of silence in the string of phone number/characters. 4. The example to the left shows a complete speed dial for a NextPBX number of on extension 101 with a password of 6287 and to set the status to WORK pp101p6287p21 19

20 Basic Greeting Record Options QUICK SETUP USING DEFAULT GREETINGS (RECOMMENDED) All extensions using the PVA application use standard default greetings so that there is very little setup required before the extension can actually start being used. The only thing you will need to do in order to start using your extension in the PVA mode is to record your VOICE TITLE. The Voice Title is used in 2 different places. Callers will hear the voice title if they use the dial by name directory or when calling an extension on the PBX they will hear the voice title before they are transferred or put into voic . Example: Your customer calls your NextPBX and chooses your extension. Once they enter your extension the caller hears, You ve reached the personal assistant for Susan White, please hold while we connect you. Or if you are in a non-forwarding status such as MEETING they would hear, You ve reached the personal assistant for VOICE TITLE HERE, he/she is currently in a meeting, please leave a message after the tone. Recording your VOICE TITLE 4. PRESS 3 for recording options 5. PRESS 1 to record your Voice Title 20

21 Recording custom status greetings Custom status greetings are not required for your NextPBX to function. We have designed this system so that there is very little for you to do in order to start using the service. As you know by now this system allows you to set your extension to one of seven different status modes. Each mode tells your system how to act. You have the option of recording a custom status greeting for each of your statuses. This greeting will play if you are not able to answer a forwarded call to your cell, home or office number when in a forwarding status. When in a non-forwarding status the custom status greeting will play to your caller either telling them to leave a message. 4. PRESS 3 for recording options 5. PRESS 2 to record your Status Greetings Then choose which greeting you want to record Custom AVAILABLE Greeting (WORK, CELL, HOME) Custom UNAVAILABLE Greeting Custom TRAVEL Greeting Custom VACATION Greeting Custom MEETING Greeting Custom Leave a message greeting Custom Busy Hold Greeting Custom Call Queuing Greeting 21

22 Message notification 4. PRESS 4 for Alerts 5. PRESS 1 for Notify Options Then you have these notification options to choose from Turn on/off notification Create a new notification entry Edit an existing notify entry Delete an existing entry Create a custom notify message Play your notify message 22

23 Wake-up Calls 4. PRESS 4 for Alerts 5. PRESS 2 for Wake up Calls Turn on/off Set wake up time Set wake up number Disable the current wake up call Record wake up message Play your wake up message When using wake-up calls, outbound per minute usage applies. You DO NOT need to enter a 1 before the phone number you program. Example: (678)

24 Placing a call (virtual calling card) 4. PRESS 5 to place a call 5. You will hear a dial tone, begin dialing your number (example ) When placing a call using the calling card feature, your callers will see your NextPBX number as the caller ID. Whether you are calling from your cell phone, home phone or any other phone your callers will see your NextPBX number. Outbound usage charges apply. Resetting your passcode 4. PRESS 6 to reset your passcode 24

25 Voice Dictation This tool allows you to quickly record personal notes or messages to yourself. Your notes you record are then ed to you, to the address you have programmed for your messages to be sent to. To use the voice dictation tool Enter your extension number 3. Press 8 while your greeting or personal intro is playing (you will be prompted to record at the tone, when finished press the pound key VIP Access VIP access is a feature of your NextPBX extension that lets you give out a secret code to your VIP customers who you always want to be able to reach you, even when you are in one of the non forwarding statuses (meeting, travel or vacation). When a caller calls your extension and you are in one of the three non-forwarding statuses your callers can bypass your voic and be connected directly to you. The detault VIP code is 911. Just tell your VIP customers that anytime they call your number and they get your voic telling them you are unavailable to interrupt your voic greeting by pressing 1, then entering the password 911 when prompted. 25