Hosted PBX User Guide. Hosted PBX User Guide

Transcription

1 Hosted PBX User Guide Hosted PBX User Guide

2 PACIFIC LIGHTNET INC. Hosted PBX User Guide V 1.07a Revision December 24, 2008 Pacific LightNet, Inc Bishop Street Suite 800 Honolulu, HI Telephone (808) Facsimile (808) Internet Copyright Pacific LightNet All Rights Reserved 1

3 TABLE OF CONTENTS INTRODUCTION AND NOTICES...6 Hosted PBX Description...6 VOICE FEATURES AND APPLICATIONS...7 PHONE BUNDLE AND SERVICE FEATURE PACKAGES...7 Phone Bundles...7 Service Features...8 Ala Carte Only Services... 9 IP Phone Maintenance Program...9 Long Distance Bundled Minutes...9 Accessories...10 SERVICE FEATURE DESCRIPTIONS Way Calling Way Calling User Operation Anonymous Call Rejection...10 Anonymous Call Rejection User Operation Automatic Call Return / Automatic Recall...11 Automatic Call Return / Automatic Recall User Operation Automatic Callback / Busy Redial Callback...11 Automatic Callback / Busy Redial User Operation Busy Call Forwarding...11 Busy Call Forwarding User Operation Call Barring (Toll Restriction)...12 Call Barring (Toll Restriction) User Operation Call Forwarding (Unconditional/Immediate)...13 Call Forwarding User Operation Call Hold...14 Call Hold User Operation Music on Hold Call Park...14 Call Park User Operation Timed Recall Call Pickup...15 Call Pickup User Operation Call Transfer...16 Call Transfer User Operation Call Trace...16 Call Trace User Operation Call Waiting...17 Call Waiting User Operation Call Waiting with Caller ID...17 Call Waiting with Caller ID User Operation Cancel Call Waiting...17 Cancel Call Waiting User Operation Caller ID Name and Number...18 Delayed Call Forwarding...18 Delayed Call Forwarding User Operation Do Not Disturb...19 Do Not Disturb User Operation Find Me / Follow Me...19 Hotline / Ring Down Phone...19 Last Caller ID Erasure...19 Last Caller ID Erasure User Operation

4 Line State Monitoring...20 Line State Monitoring User Operation Mandatory Account Codes...20 Business Group Account Codes Personal Account Codes User Operation Message Waiting Indicator...21 Default Settings Multi Line Hunt Groups...22 Queuing Hunting Algorithms Music on Hold...23 Music on Hold User Operation PIN Change (Voice Service PIN)...23 PIN Change User Operation (Voice Service PIN) Priority Call / Distinctive Ringing...24 Reminder Call...24 Reminder Call User Operation Remote Access Call Forwarding...24 Remote Access Call Forwarding User Operation Screen List Editing...25 Selective Call Acceptance...25 Selective Call Acceptance User Operation Selective Call Forwarding...25 Selective Call Forwarding User Operation Selective Call Rejection...26 Selective Call Rejection User Operation SimRing (Simultaneous Ring)...26 SimRing User Operation Single Digit and Speed Calling...26 ADVANCED FEATURES AND PRODUCTIVITY APPLICATIONS...27 Attendant Console / Admin Phone...27 Auto-Attendant...27 Communications Center...27 Voice Mail and Message Center...27 Voice Mail User Operation Initialization Inbound Fax to Music on Hold...29 Conference Center...29 SERVICE CODES QUICK REFERENCE...29 VOICE FEATURE INTERACTIONS AND CONFLICTS...32 Call Lists / Call Logs...32 Last Caller ID Erasure...33 Call Forwarding (all)...33 SimRing...35 Find-Me / Follow-Me...36 Basic Line Hunting...36 Caller ID...36 Automatic Recall...36 Call Trace...36 Selective Call Rejection...37 Anonymous Call Rejection...37 Do Not Disturb (DND)...37 Selective Call Acceptance...38 Priority Call...38 Voice Mail

5 Reminder Call...39 Three Way Calling...39 Call Transfer...39 Call Hold...39 Call Waiting...39 Speed Calling...39 Call Barring...39 Mandatory Account Codes...40 Long Distance Mandatory Account Codes Call Pickup and Directed Pickup...41 MADN (Multiple Appearance Directory Number)...41 MLHG (Multi-Line Hunt Groups)...43 Line State Monitoring...43 Call Park...43 CUSTOMER NETWORK INTEGRATION...44 MANAGED ROUTER SERVICES...45 SALES AND INSTALLATION PROCESS...46 PRE-SALE CUSTOMER QUESTIONNAIRE AND QUALIFICATION...46 General Questions...46 Data Questions...47 Voice Features Questions...47 SITE SURVEY...48 Floor Plans and Network Diagram...48 WIRING VALIDATION AND LABELING...48 Recommended Wiring Vendors CUSTOMER TRAINING...49 Training Credits Enrollment Methods Transfer/Cancellation Policy for Training Class Size Training Materials Reservation of Rights Payment Customer Training Center Location Parking BILLING AND POST INSTALLATION CHANGES...51 UNDERSTANDING YOUR TELEPHONE BILL...51 FCC Number Portability Line Charge:...51 State Charges:...51 E911 Charge:...52 ADDS, MOVES AND CHANGES...52 Adds...52 Moves...53 Changes...53 Disco...53 FOLLOW UP TRAINING / ADDITIONAL TRAINING...54 Transfer/Cancellation Policy for Training Training Materials Reservation of Rights Payment Customer Training Center Location CUSTOMER SUPPORT...56 FAQ

6 Can Hosted PBX systems be deployed at multiple sites or across multiple islands? Does the Message Center integrate with Exchange or Lotus? Can we implement Hosted PBX and still keep our existing Firewall, IDS or IPS systems for our own data network? Can we purchase different types of phones or do we have to use the same type of phone at all stations? Can we program the phones ourselves? Does Pacific LightNet offer a software client that may be loaded onto a computer for use? BASIC TROUBLESHOOTING...57 CUSTOMER SUPPORT CONTACT INFORMATION...59 GLOSSARY...60 Change Log

7 Chapter 1 Introduction and Notices The Hosted PBX User Guide describes the features and applications available with Pacific LightNet s Hosted PBX service T he purpose of this document is to outline and define the different features, applications, options and choice available to the customer with Pacific LightNet s OneBusiness Hosted PBX.. It will describe each of the voice features available as well as how to use them. It will outline some options for integrating the customer network with Pacific LightNet s hosted voice network and will provide some troubleshooting and, customer service information. Pacific LightNet reserves the right to modify this document without prior notice. Hosted PBX Description Hosted PBX service is offered as a complete managed solution which integrates telephony and data service to SMB customers requiring ten or more voice lines. The service provides integrated voice and data via a single unified network connection. Pacific LightNet will host all PBX functionalities on our SoftSwitch and provide the customer with phone features, Internet access, and management tools via a Pacific LightNet owned IAD (Integrated Access Device). Phone calls are transported from Pacific LightNet s SoftSwitch via T1 or High Speed DSL to the customer s specified location(s). Hosted PBX gives business customers, regardless of size, the most productive features that were traditionally only available to the largest enterprises. Pacific LightNet s service delivers a complete portfolio of business communications services over a single, converged network connection. Customers can take advantage of IP telephone sets to access advanced features such as Call Park and Line State Monitoring. The centralized hosting and management allows additional services to be bundled rapidly and at lower cost. 6

8 C hapter 2 Voice Features and Applications This chapter will describe the different features available with Hosted PBX, how to use those features and the application of those features in a customer environment Phone Bundle and Service Feature Packages Phone Bundles Telephone handsets and service features are bundled together based upon the different roles typically found in a small to medium sized business. This makes it simple to select the correct phone and features for the customer. Each phone comes with an 808 area code DID or Direct Inward Dial number so that each phone can be called directly. Phone Bundle IP Phone Model Service Feature Package Includes voic Maximum number of lines Basic Snom 320 Basic No Only one line. This phone does not include voice mail service by default. User Snom 320 Enhanced Yes Up to five lines total Exec Snom 360 Pro Yes Up to five lines total Admin Conference Snom 360 with sidecar Polycom IP SoundStation Pro Yes Up to five lines total. Basic No Only one line. This phone does not include voic by default. Voic may be added on. 7

9 Cordless Snom M3 Gateway and handsets Enhanced Yes Up to 8 handsets per site. Unbundled Snom 320 Enhanced Yes This is the same as a user phone but is NOT a managed device and does not reside on the Pacific LightNet managed network Service Features Calling Features are split into three packages. Each package is bundled with an IP phone offering above. A - Business Standard Feature Package B - Business Enhanced Feature Package C - Business Pro Feature Package Call Forwarding Services A B C Unconditional Call Forwarding X X X Busy Call Forwarding X X Delayed Call Forwarding X X Selective Call Forwarding X X Remote Access to Call Forwarding X* X X Find-Me - Follow-Me X SimRimg X X* Caller ID Services Calling Number Delivery X X X Calling Name Delivery X X X Calling Number Delivery Blocking X X X Calling Name Delivery Blocking X X X Automatic Recall / Automatic Call Return X X X Last Calling ID Erasure X X X Automatic Callback / Busy Redial X Call Trace (requires Pacific LightNet notification and court order) X X X Incoming Call Services Selective Call Rejection / Call Block X Anonymous Call Rejection / Call Block X X X Do Not Disturb X X X Selective Call Acceptance X X Distinctive Ring / Priority Call X X Message Services Reminder Call X Message Waiting Indicator X X X Multi-Party Call Services 3-Way Calling X X X Call Transfer X X X Call Hold X X X 8

10 Call Waiting / Cancel Call Waiting X X X Call Waiting with Caller ID X X X Outgoing Call Services Speed Calling X X X Call Barring / Toll Restrictions X X Mandatory Account Codes X X Hosted PBX / Centrex Services Call Pickup (Groups) X x X Directed Call Pickup X X X Call Park / Park Orbits X X X Multiple Appearance Directory Number X X X Multi-line Hunt Groups X X X Intercom Codes (Station to Station Dialing) X X X Line State Monitoring X* Additional Features Communications Center X X X Auto-Attendant PIN Change X X X Voic / Unified Messaging X X Inbound Fax to Conference Center Music on Hold Table 1 - *feature is optional. No additional cost is incurred for that package but the feature may need to be enabled separately. Ala Carte Only Services All features beyond features included in the basic bundle are available on an ala carte basis (that is, Package A above). Ala carte features are priced such that they are charged on each line which should have that feature but does not include it in the base feature package. For more information contact your Sales Representative. IP Phone Maintenance Program Pacific LightNet offers an equipment maintenance program for phone hardware. This is included in the base pricing for the phone stations. Additional charges for on-site support, internal wiring repair or other work may incur time and materials charges based on repairs. Additional costs for shipping charges and processing may apply on equipment replacement. Long Distance Bundled Minutes Pacific LightNet s standard domestic long distance rate for Hosted PBX is 5 cents per minute. If your business regularly makes long distances calls (this includes inter-island calls within the State of Hawaii) you may want to consider bundled long distance packages which may significantly reduce your monthly long distance toll costs. Long distance bundles offer you a pre-paid number of minutes at a lower rate. Each minute of long distance used beyond the amount in the bundled will be billed at the normal Pacific LightNet long distance rate. Long Distance bundles do not include international calling. Long distance bundles are currently available in packages of: 500, 1000, 1500, 2000, 3000, 5000, 7500 and minutes. Long distances bundles may also be stacked such that if you require 20,000 minutes of long distance per month you may purchase two bundles of 10,000 minutes. 9

11 Accessories Accessory Snom Headsets Snom Sidecar Wireless Headsets Description Wired headset solutions for the Snom phones are available. Other headsets using an 4P4C (RJ-9) connector may also work with the IP phones provided by Pacific LightNet, contact your Sales Representative for additional assistance on determining if your current headsets will work with the Hosted PBX system. A maximum of two sidecars per Snom IP phone station are available for additional programmable keys. These can be used for line state monitoring, speed dialing, features such as Call Park or any other supported programmable feature. Pricing for a single sidecar and Pacific LightNet assisted configuration is included in the Admin phone station. Netcom/Jabra GN wireless headsets. Two models are available. One supports a longer range, the other supports Bluetooth. This accessory includes two parts, the headset itself and the Snom headset adapter to allow the EHS (Electronic Hook Switch) feature which lets users answer and end calls from the headset itself without using a device such as a lifter. Service Feature Descriptions This section describes each feature and how to configure that feature using the handset and star codes. For service configuration via the web interface see the section on Communications Center. 3-Way Calling This service allows a subscriber to initiate or receive a call with another party during an existing call and add this party to the call, creating a three-way conversation. 3-Way Calling User Operation To add a third party to an active call put the first call on hold and then dial the third party s number. If the third party answers, hit the Conference button to add both to the original call, connecting all three parties. If the third party does not answer or their line is busy, drop the second call by pressing the cancel button to rejoin the original call. If you hang up accidentally you will receive a Ringback reminding you that the original call is still on hold, and can rejoin the call by picking up the phone. This service is known as 3- Way Calling Ringback. Anonymous Call Rejection This service automatically rejects all calls from callers who do not provide a caller ID number. Callers who are blocking their Caller ID information will be prompted with an intercept message from Pacific LightNet prompted them to provide their name. This name will be played to you and you may elect to accept or reject the call. Anonymous Call Rejection User Operation The standard access codes for this service are as follows: 10

12 1. To enable ACR, press *77 2. To disable ACR, press *87 Automatic Call Return / Automatic Recall This service allows the subscriber to return the most recent incoming call, or to hear the last incoming caller s number and then optionally return the call. The service operates such that: The subscriber dials an access code that plays the last calling number, and provides the option of returning the call. The time of the call is also given, using the local Hawaii time. If the call to the last number fails because the called party s line is busy, a recall is made automatically as soon as the line becomes idle. If the last caller s line does not become idle within the set timeout period, or if it does become idle but call setup fails for another reason (for example if the line becomes busy again before the call can be set up), the attempt is abandoned. Automatic Call Return / Automatic Recall User Operation The standard access codes for this service are as follows: 1. To hear the last caller s number, press *69 2. To then return the call, press 1 To cancel all outstanding AR attempts, press *89 Automatic Callback / Busy Redial Callback This service allows the subscriber to automatically redial the last outgoing call. The customer initiates this feature by dialing an access code. If the call to the last called number fails because the called party s line is busy, call setup is performed automatically as soon as the line becomes idle. If the called party s line does not become idle within the set timeout period, or if it does become idle but call setup fails (for example if the subscriber s line becomes busy again before the call can be set up), the attempt is abandoned. Automatic Callback / Busy Redial User Operation The standard access codes for this service are as follows: 1. To automatically callback the last outgoing call, press *66 2. To cancel all outstanding callback attempts, press *86 Busy Call Forwarding This service will forward calls directed to your telephone number to another number if your phone is busy when someone calls. Please note interactions with features such as Call Waiting may apply. Busy Call Forwarding User Operation The standard access codes for this service are as follows: To Enable Busy Call Forwarding: 11

13 1. Press *90 then dial the number you want to forward to as it would be dialed from your phone. 2. Wait for the courtesy call To Disable Busy Call Forwarding: 1. To disable Busy Call Forwarding, press *91 Call Barring (Toll Restriction) This service allows the subscriber to prevent outgoing calls to certain types of numbers from their line. The types of call that can be barred are: 1. International calls 2. National calls (long-distance, InterLATA and intralata calls) 3. Regional Calls IntraLATA toll calls only, this includes neighbor-island long distance calls. 4. Local calls 5. Operator calls 6. Calls to any call service access codes 7. Premium rate calls 8. Calls to those call service access codes which can affect configuration There are the following restrictions on this service: 1. National and neighbor island long-distance calls are always barred together; either both are barred or neither is barred. 2. Even when calls to access codes have been barred, users can still enter the codes to disable access code barring and to check call barring status. Certain types of calls are never barred. These are: 1. Toll-free calls 2. Calls to service access codes (* codes) 3. Emergency calls (911 calls) Call Barring (Toll Restriction) User Operation To activate call barring for a certain type of call through the handset. 1. Dial the appropriate access code. An announcement confirms that call barring has been activated. 2. To deactivate barring for a certain type of call through the handset. Dial the appropriate access code. 12

14 3. An announcement prompts you to enter your PIN code. Enter your Voice Service PIN code. 4. An announcement confirms that call barring has been deactivated. 5. The default access codes to enable this service are as follows: i. The access codes to enable different types of call barring are as follows: ii. All calls except emergency calls, press *341 iii. National, international and mobile calls, press *342 iv. International calls, press *343 v. Operator calls, press *344 vi. Calls to access codes, press *345 vii. Premium rate calls, press *346 The access codes to disable different types of call barring are as follows: i. All calls except emergency calls, press *351 ii. National, international and mobile calls, press *352 iii. International calls, press *353 iv. Operator calls, press *354 v. Calls to access codes, press *355 vi. Premium rate calls, press *356 Call Forwarding (Unconditional/Immediate) This service forwards all of a subscriber s incoming calls on to an alternate number without ringing the subscriber phone first. Please note some other features may conflict with this service. For example, calls forwarded with Unconditional Call Forwarding will not appear in the Missed Calls log for the user. Call Forwarding User Operation The standard access codes for this service are as follows: To enable Call Forwarding: 1. Dial *72 followed by the number to forward to. 2. Wait for the courtesy call. To disable Call Forwarding: 13

15 1. Dial *73 Call Hold This service allows the subscriber to put a call on hold and then dial another number. The subscriber can then switch back to the first call (putting the new call on hold), and subsequently switch between the two callers. Call Hold User Operation To put the current call on hold press the Hold button on your IP Phone. You may switch between calls at any time by pressing the appropriate line button for each call. When a call is placed on hold, the line that the call is on will blink. Music on Hold If Music on Hold is purchased, a caller placed on hold will hear either a comfort tone or an audio recording provided by the subscriber. If no Music on Hold is provided, a caller will hear silence while holding. Music on Hold is disabled by default. It must be enabled by a Business Group Administrator. Only a Business Group Administrator can configure Music on Hold. Music on Hold can be setup for the entire Business Group or for a specific line. For more information see the Music on Hold User Guide and the Communications Center Admin Guide. Call Park This service allows a subscriber on a Business Group line to put a call on hold so that any member of the same Business Group can pick it up at a different station. The subscriber can park either an incoming call or a call that he or she initiated. Typical uses of Call Park are: A subscriber in an open-plan office is in a call and decides that the conversation should be treated as confidential. He or she parks the call, goes to a private office and picks up the call to continue the conversation. A subscriber takes an urgent incoming call for a colleague who is out of the room. He or she parks the call, and goes to find the recipient (or makes a public-address announcement). The recipient then picks up the call from the nearest available phone. Timed Recall is an optional feature of Call Park that provides a timeout for parked calls: if a call is left on hold and not picked up within this timeout, it returns to the subscriber who originally parked the call by calling that subscriber as if it were a new call. If Timed Recall is not in use, parked calls that are not picked up within a longer Call Park timeout are simply disconnected. The IP phones used with Hosted PBX natively support Call Park, and have programmable keys for this purpose. These keys are programmed to park and retrieve calls. Each Park Orbit will maintain one call and require one programmable key on each device that can access that Call Park Orbit. These buttons are programmed by Pacific LightNet and cannot be changed by an individual subscriber. By default one Park Orbit is configured on all phones in a Business Group. Up to nine (9) different Call Park Orbits may be defined for a single Business Group. The following types of calls cannot be parked using Call Park: 14

16 Calls that are ringing but have not yet been answered Operator calls Emergency calls Call Park User Operation To park a call, the subscriber presses one of the Call Park keys on the phone, corresponding to a particular Call Park Orbit. On the phones of all subscribers in the park group, a light then flashes next to this key to indicate that a call is parked in that orbit. While the call is parked, the parked caller receives Music on Hold if this is configured for the Business Group. Otherwise he or she hears silence. To pick up the parked call, any subscriber in the group presses the Call Park key corresponding to the orbit in which the call is parked. The light indicating the parked call is then turned off on all other subscribers phones. Pacific LightNet will program the necessary Call Park keys for customers subscribing to Call Park. Timed Recall Timed Recall is active by default. If Timed Recall is in use and the parked call is not picked up within the Timed Recall timeout, the call is returned to the Business Group line from which the call was originally parked, as though the parked caller had initiated a call to this line. The light indicating the parked call is turned off on all subscribers phones. The default Time Recall timer is 60 seconds. If available, the parked caller s Caller ID information is provided. Any call services that apply to incoming calls on this line (such as Call Forwarding) are applied to the call. See call feature conflicts and interactions with other services below for more information. If the subscriber picks up the phone, he or she is connected to the parked caller. If Timed Recall is not in use and the parked call is not picked up within the Call Park timeout, the call is ended and the light indicating the parked call is turned off on all subscribers phones. If the parked caller hangs up before the appropriate timeout expires, the call is ended. The default timed recall value is 60 seconds. This cannot be configured by an individual subscriber. Call Pickup This service allows a subscriber in a Business Group line to pick up an incoming call to any other line within a pre-defined group by dialing an access code or by pressing the pre-programmed key on your Snom phone (typically key #6). Directed Pickup is similar to Call Pickup, but allows the subscriber to pick up an incoming call to any line within the Business Group by dialing an access code followed by the called line s intercom code. In both cases, the subscriber can pick up an incoming call while the telephone is ringing, but cannot pick up a call that is already in progress. 15

17 Call Pickup User Operation The default access codes for this service are as follows: 1. To use Call Pickup to pick up an incoming call to any line within a predefined pickup group, dial *11 or press the Call Pickup button programmed into your IP phone. The oldest incoming call within the group(s) to which you are a member will be picked up on your line. 2. To use Directed Pickup to pick up an incoming call to a specific line within your Business Group, dial *12 followed by the number of the Business Group line that is being called. The call will be picked up on your phone. Call Transfer This service allows a subscriber to call a third party during an existing call, and transfer the call to the third party. There are two types of Call Transfers. A Blind Transfer will immediately send the call to the target phone. It is then treated as any other incoming call to that phone where other features such as Call Forwarding or voic may apply. A Consultative Transfer allows you to first announce the call to the target phone then transfer the call. Call Transfer User Operation To complete a Blind Call Transfer: 1. Press the Transfer button on your phone. 2. Dial the number you want to transfer the call to. 3. Press the Accept button (the check button on the Snom phones). To complete a Consultative Call Transfer: 1. Put the first call on hold. 2. Open a second line by pressing one of the Line buttons on your phone. 3. When you hear dial tone, dial the number you want to transfer the call to. 4. When the target phone answers announce the call. 5. Hang up. The call is automatically transferred. Call Trace This service allows a subscriber to request a trace of the incoming call. This information is provided to the Service Provider, not to the subscriber, and may then be passed on to an appropriate authority, such as a law enforcement agency, pursuant to a court order. This service is invoked by dialing an access code. The code may be dialed following a flash-hook during a call, or after the call is completed. Call Trace User Operation To perform Call Trace during an active call, open a second line by pressing one of the Line buttons before dialing the access codes below. 16

18 The standard access codes for this service are as follows: 1. To perform a trace on the current or last call, press * Press 1 to activate the trace for the last incoming call. Once a call is traced, the customer should provide, or have a valid Law Enforcement Agency provide to Pacific LightNet a court order to provide the trace information. Call Waiting Call Waiting allows you to have a second incoming call while you are currently on the phone. This allows you to toggle between multiple calls or perform functions such as Call Transfer or 3-Way Calling. Call Waiting is a feature built into your IP phone. The default for Hosted PBX is to allow your Snom phone two calls per line. Call Waiting occurs automatically when you have a second call come in. If more than two callers attempt to connect to the IP phone at the same time, callers will then be directed to other features such as Busy Call Forwarding or Voic if those features are enabled. Call Waiting User Operation There are no access codes for Call Waiting. The service is enabled by default but can be disabled. When you hear a call Waiting Tone during a call, press the appropriate line button(s) on your IP phone to swap between the callers. The other call will automatically be put on hold. If you hang up while a call is still on hold, you will receive a ring-back reminding you to reconnect the call. Incoming calls that are waiting but have not been answered may have other features such as Delayed Call Forwarding applied to them. Call Waiting with Caller ID This service displays the calling number and/or the calling name (depending on whether the subscriber has Calling Number Delivery and/or Calling Name Delivery enabled) as part of the notification that a second call is ringing on your phone. Call Waiting with Caller ID User Operation This service is enabled and disabled using the same access codes as Calling Number Delivery, and the same restrictions apply. The standard access codes for this service are as follows: 1. To enable Call Waiting with Caller ID, press * To disable Call Waiting with Caller ID, press *85. Cancel Call Waiting This service allows a user to disable call waiting for an individual call, so that the call is not interrupted. Cancel Call Waiting User Operation 1. To disable Call Waiting for the next call, press *70 before the next call. 17

19 2. To Cancel Call Waiting during an active call, press *70 during the call. Caller ID Name and Number This service is actually multiple concurrent services. It can provide your calling number and name to the person you are calling, it can prevent that name and number from being displayed to the person you are calling and it can be used to display the incoming caller ID information (name and number) of people calling you. Separately these four services are: 1. Calling Name Delivery 2. Calling Number Delivery 3. Calling Name Delivery Blocking 4. Calling Number Delivery Blocking Changing the name associated with your extension in the Communications Center does not impact the caller ID information that is presented to the people who you call. To change the caller ID information that is presented to the people that you call, contact Pacific LightNet Customer Service or your Sales Representative and request a change. Calling Number Delivery Blocking does not apply to certain types of calls such as Emergency calls. Caller ID name information that is shown on your phone is dependent upon your individual phone. If the incoming Caller ID number matches an entry in your phone s directory, that name will be presented. If there is no entry the normal Caller ID Name information is displayed on your phone. Delayed Call Forwarding This service forwards a call from the subscriber s line to an alternative number only if the call is not answered on the subscriber s line. This also includes calls that cannot be connected to the dialed number for one of the following reasons. 1. The Facility Group Limit for incoming calls has been reached on the target Business Group. 2. The destination IP phone is not registered. 3. The destination IP phone not contactable. The Fixed variant of DCF allows the subscriber to configure a particular forwarding number that is always used by this service. The Variable variant of DCF requires the subscriber to specify the forwarding number each time the service is enabled. Both variants may be configured via the Communications Center by an individual subscriber or a Business Group Administrator. Delayed Call Forwarding User Operation The standard access codes for this service are as follows. 1. To enable DCF a. Dial *92 followed by the number to forward to as it would be dialed from your phone. 18

20 b. Wait for the courtesy call to be connected to ensure calls will be forwarded to the correct number. 2. To disable DCF, press *93 Do Not Disturb This service allows the subscriber to block his or her line temporarily to prevent incoming calls. Outgoing calls can still be made as normal, but incoming calls are not connected; instead, the caller is transferred to voice mail or if voice mail is not subscribed to, the caller hears an announcement that the subscriber is not currently accepting calls. This service is invoked by pressing the DND button on your Snom IP phone. Do Not Disturb User Operation This feature can be activated on the handset by pressing the DND or Do Not Disturb button on your phone. To deactivate this feature press the DND key again. Some IP phones (such as the Snom 360) will provide an indicator when you have the DND function enabled. Find Me / Follow Me This service provides a way for subscribers to configure additional numbers that will ring instead of or as well as the subscriber's own number, any of which can answer the call. A pre-defined order is used to determine which number(s) to ring. Once one number has answered the call, ringing on the other configured numbers is stopped. The Find-me-follow-me service allows the subscriber to configure a number of rules (up to a maximum of 32) that set the order for numbers to be rung in. Users can configure numbers for each of six steps. For each step, they can configure one or more number(s) that will be rung for a set amount of time before moving on to the next step. (If the numbers at a given step in the order are given different durations, they will all be rung for the longest duration before proceeding to the next step.) If the subscriber wants his / her own number to ring at any point, configure Find-me-follow-me with a rule that alerts the subscriber's own number; this will not be done by default. For further information on the configuration of Find-Me / Follow-Me service see the Communications Center User Guide and Communications Center Admin Guide. Find-Me / Follow-Me service is offered as an option instead of SimRing. A subscriber cannot have both SimRing and Find-Me / Follow-Me active at the same time. The capabilities of SimRing are built into the Find-Me / Follow-Me feature (by configuring multiple numbers for a single step). Subscribers cannot subscribe to the Find-Me / Follow-Me feature on their own. To subscribe to Find-Me / Follow-Me on an individual line, contact your Sales Representative or Installation Coordinator. Hotline / Ring Down Phone A hotline allows for a phone to automatically dial a pre-programmed number as soon as a person picks up the phone. Only the number programmed can be dialed from this phone. This feature is typically used for a courtesy phone as you may see in lobbies and other public areas to call an operator or receptionist. Last Caller ID Erasure This feature allows you to remove the most recent set of caller ID information from the current phone memory. Recent Calls will be erased from an individual subscribers phone only after rebooting the phone. 19

21 Last Caller ID Erasure will remove the Caller ID information from Pacific LightNet s switch and may prevent features such as Call Trace or Automatic Call Return from operating as expected. Last Caller ID Erasure User Operation 1. To erase the Caller ID information, press *320. Please note that this will not necessarily remove the caller ID information from your IP phone. It is primarily used by other features such as Busy Redial. Line State Monitoring This service allows a Business Group Line to be connected to an attendant console. The attendant console can then be notified with the state of any line within the same Business Group. The state for a line can be one of the following: 1. No call present 2. Incoming call is ringing on this line 3. Call is active on this line 4. Outgoing call has been originated on this line Line State Monitoring User Operation Line State Monitoring is configured by Pacific LightNet using the programmable keys on the Attendant Console IP phone and/or an attached sidecar. Each line that is to be monitored requires one programmable button on a phone or a sidecar. The LED s next to the buttons configured to monitor individual lines will light up indicating the current state of the phone. 1. If the phone is off-hook but not currently connected to a call (it is either dialing an outbound call or ringing for an inbound call), the LED will be blinking. 2. If the phone is currently on a call, the LED will be solid orange. 3. If the phone is currently on-hook or idle, the LED will be off. The Line State Monitoring buttons also serve a secondary purpose as speed calling buttons such that the line that is being monitored can also be called from the Attendant Console by pushing the button for that line. Line State Monitoring for an Admin phone is programmed by Pacific LightNet. For assistance in programming the buttons on a phone to monitor specific lines, contact your Installation Coordinator. Mandatory Account Codes Account codes are used to authorize particular features or call types. For example, if you want to restrict long distance calling you can setup this service to require a user to input a mandatory account code (for tracking, billing and similar functions) before allowing long distance calls to be placed. This is similar to Call Barring in that specific types of calls can be prevented, but different from Call Barring which cannot be overridden with an account code. 20

22 Account codes can be defined for either the whole Business Group or for individual lines (Personal Account Codes). If Personal Account codes are used, Business Group settings are overridden for the specific line which implements Personal Account Codes. While individual subscribers and Business Group Administrators may control what Account Codes are required by using the Communications Center web interface available at a Business Group Administrator should contact Pacific LightNet if these codes are required to be added to the bill for tracking and accounting purposes. For additional information see the Communications Center Admin Guide. Business Group Account Codes A Business Group Administrator is able to configure Account Codes for all lines in the Business Group. These codes may be used to permit a call from any phone within the Business Group that does not override the Business Group Account Code settings. The Business Group Administrator may also control the Personal Account Codes set onto an individual line (Personal Account Codes). Personal Account Codes Personal Account Codes may be configured by an individual subscriber if allowed by the Business Group Administrator. These codes will apply only to that individual subscriber s IP phone. User Operation If a user attempts to place a call that requires an account code, the call will not be connected. Instead the user will hear a short stutter then dial tone prompted them to enter an Account Code. If a valid Account Code is entered the call will be connected. Please note that by default Account Codes will not be segregated on your bill. If you require calls to be displayed on your billing statement according to the Account Codes you set these codes must be provided to Pacific LightNet. Please contact your Sales Representative or Installation Coordinator for assistance. Message Waiting Indicator This service indicates to a subscriber when messages are waiting, using an Audible Message Waiting Indicator (AMWI) with a stutter dial tone. The service will also use a Visual Message Waiting Indicator (VMWI) with a constant or flashing light displayed on the phone. The VMWI is refreshed periodically in case it has been lost due to a power outage or other problem with the telephone. For subscribers, the message waiting indication is sent to the IP phone, but how it is presented to the subscriber depends on the function configured in the IP phone. Default Settings By default the Message Waiting Indicator will provide a short beep when a new message arrives. The Message Waiting Indicator light on your phone will also begin to blink. The Message Waiting Indicator may be configured to provide a regular reminder tone or provide a notification when you have a missed call on your phone (light will be solid on). Please contact Pacific LightNet Customer Support or your Installation Coordinator for further assistance in customizing your Message Waiting Indicator. 21

23 Multi Line Hunt Groups This service allows multiple subscriber lines within the same Business Group to be grouped together to form a Multi Line Hunt Group. Each line forming part of the Hunt Group is a MLHG member. Calls to the Hunt Group pilot number are passed to a non-busy line within the Hunt Group, or may be added to a queue if all lines are busy. MLHG s can provide callers a single contact number for the whole group that will always pick a free line, instead of dialing individual subscribers. This would be useful, for example, if you were using a MLHG for a call center and wished to provide one number for the public to call. Users who wish to temporarily remove themselves from the MLHG can use Do Not Disturb to prevent calls from hunting to their phone. Queuing Queuing allows for a caller to be placed on hold if all members of an MLHG are busy. The caller will be connected to the first MLHG member who becomes available. Please note that queuing is not enabled by default. To enable queuing on your MLGH contact your Installation Coordinator to configure this setting. Hunting Algorithms A Business Group Administrator may also choose what algorithm is used to assign calls to free members within the Hunt Group. The order in which an MLHG hunts through its members can be configured by a Business Group Administrator via the Communications Center web interface. There are three different algorithms you can use: Linear, Circular and Uniform Hunting. To make changes to the hunting algorithm, please contact your Pacific LightNet Sales Representative. A Business Group Administrator may view but not modify the current hunting algorithm (see figure below). Figure 1 - MLHG Settings 22

24 Linear (default) If the Pilot Number is called, hunting starts with the first MLHG Member in the Group and continues through the list in order until a non-busy line is found or the end of the hunt group is reached. It does not start again from the beginning of the list. Circular If the Pilot Number is called, this is the same as Linear (above) except when the feature to allow hunting when a member DID is called is enabled. If this setting is enabled and a caller dials a member DID hunting will begin at that member in the hunt order and continue until the end of the list. Once the end of the list is reached, hunting will continue from the beginning of the list until it reaches the dialed MLHG Member and which point it the call will be queued or ended. Uniform If the Pilot Number is called, hunting starts with the first number after the line that was selected by the previous hunt. When the end of the list is reached, hunting continues from the beginning of the list until it reaches the number it started with. Calls are then queued or dropped. If a busy MLHG Member is dialed directly, and direct dialed calls to a busy line are forwarded to non-busy lines with the Hunt Group, this is the same as Circular hunting. Longest Idle If the Pilot Number is called, hunting starts with the MLHG Member that has been idle for the longest. The idle time for a Member is calculated using the end time of any incoming or outgoing calls to or from the Member, not just those allocated by hunting. When an MLHG Member disables the Do Not Disturb call service, its idle time is reset to zero. Music on Hold Music on Hold service allows for callers to hear a comfort tone or a custom audio recording configured by a Business Group Administrator. Music resources may be configured for an entire Business Group or for specific subscribers. For additional information see the Music on Hold User Guide or the Communications Center Admin Guide. Music on Hold User Operation There is no access code for Music on Hold if the service is enabled for a Business Group. The Business Group Administrator configures the music resources and the mapping of those resources. Callers are connected to the configured Music on Hold source automatically when calls are placed on hold and are re-connected to individual subscribers when taken off hold. This feature applies whenever a caller is placed on hold. For example it will also be used with Call Park. PIN Change (Voice Service PIN) This service allows customers to change their Personal Identification Number. This is used to access Remote Access Call Forwarding and to disable/bypass Call Barring. By default the PIN value is It can be changed to any 4-digit number. The PIN MUST be changed from the default value before services which require it (such as Remote Access Call Forwarding) can be used. 23

25 PIN Change User Operation (Voice Service PIN) 1. Dial *319 from your handset. 2. Follow the prompts to enter your current PIN then change to the new PIN. Priority Call / Distinctive Ringing This service allows you to establish a distinctive ringing cadence to differentiate between internal and external calls. Distinctive Ringing can be configured on your Snom phone for specific numbers which are stored in an individual subscribers IP phone. For more information on configuring distinctive ringing for an individual IP phone, see the Snom 320 User Guide and Snom 360 User Guide. Reminder Call This service allows you to schedule a single or recurring reminder call placed to the designated phone number at the scheduled time. Reminder Call User Operation To schedule a reminder call, follow the steps below 1. Dial the access code for the type of reminder call you want to schedule 2. Dial in the desired time 3. Wait for the confirmation message to play The following access codes are available for Reminder Calls: *310 enable individual reminder *311 disable all individual reminders *312 disable one individual reminder *313 check individual reminders *314 enable regular reminder *315 disable all regular reminders *316 disable one regular reminder *317 check regular reminders Remote Access Call Forwarding This service allows a subscriber to access and change their call forwarding configuration from any phone. Subscribers are provided with a number to call for Remote Access to Call Forwarding, which can be called from any phone. They are then able to access IVR (Interactive Voice Response) menus to configure Call Forwarding for their individual line. Please note that this service requires the Voice Service PIN. 24

26 Remote Access Call Forwarding User Operation To use the RACF service: 1. Dial the appropriate RACF number for your island. Pacific LightNet has RACF numbers for each island. You may dial any of the RACF directory numbers. Please be aware that long distance charges may apply so you should dial the number appropriate for the island you are calling from. Island Phone Number HAWAII (808) KAUAI (808) LANAI (808) MAUI (808) MOLOKAI (808) OAHU (808) Enter your account (10 digit phone number) and PIN (Voice Service PIN) when prompted. 3. Enter the Call Forwarding access code you require (for example, to access Unconditional Call Forwarding, enter *72). 4. Configure the call service as you would for normal Call Forwarding configuration. Screen List Editing This service is used with your selective calling services such as Selective Call Forwarding and Selective Call Rejection. Screening Lists can also be configured via the Communications Center Web Interface. Selective Call Acceptance This service screens your calls against an approved list of callers and only allows through those numbers which you specify to be accepted. All other calls will be rejected. This service may be configured through the Communications Center Web Interface. Selective Call Acceptance User Operation 1. Selective Call Acceptance can be accessed by pressing *64 2. You can also access Selective Call Acceptance by pressing *84 Selective Call Forwarding This service allows a user to forward calls from specified (incoming) numbers to another phone line. This ensures that higher priority calls get forwarded to you while lower priority calls can be sent to Voice Mail or to someone else. 25

27 Selective Call Forwarding User Operation You can use the following codes to configure your screening list and enable and disable SCF: 1. Enable Selective Call Forwarding: *63 2. Disable Selective Call Forwarding: *83 Selective Call Rejection This service screens your calls against a do not accept list of numbers that you configure. If an incoming call is from one of these numbers the call will not ring your phone. Selective Call Rejection User Operation To configure the service through the handset, the subscriber dials an access code, which takes them into the Screen List Editing menu system There are two standard access codes for this service, which lead to exactly the same menu system. 1. To enable SCR and configure the Screen List Editing menu, press *60 2. To disable SCR and configure the Screen List Editing menu, press *80 Screening Lists can also be configured via the Communications Center Web Interface. SimRing (Simultaneous Ring) This service provides a way for subscribers to configure additional numbers (up to a maximum of 32) which will ring at the same time as the subscriber's own number, any of which can answer the call. The first line to answer the call will be connected and all other lines will stop ringing. The SimRing service always rings the subscriber's own number. The list of numbers that will ring must be configured using the Communications Center Web Interface available at SimRing User Operation To enable or disable the service dial the access code. The standard access codes are: 1. To enable SimRing, press * To disable SimRing, press *362 Single Digit and Speed Calling These services allow one-digit or two-digit codes to be used as shortcuts for selected phone numbers. The subscriber enters the code and this is interpreted as if he or she had dialed the phone number to which the short code maps. For single digit dialing (Short Codes), the dialing plan may define a number of abbreviated dialing codes, available for use by all lines within the Business Group. These provide a service similar to Speed Calling but are configured across an entire Business Group. A code can be mapped to another line within the Business Group or to an external directory number. 26

28 Advanced Features and Productivity Applications Pacific LightNet offers specialized applications which can help manage your account and services. Attendant Console / Admin Phone The Attendant Console is an IP phone station configured by Pacific LightNet to allow a human attendant to monitor the state of other users (off-hook, busy, etc.) and direct calls or perform functions on calls as is needed. Pacific LightNet can pre-program buttons and customer may configure different buttons on the phone to perform tasks such as transfers or setup buttons to monitor the status of lines in your Business Group. Auto-Attendant The Auto-Attendant service allows a Business Group Administrator to configure an IVR (Interactive Voice Response) menu system to help callers navigate a company phone system. This system can be used to route calls using menus defined based upon the time of day and day of the week. It is configured through the Communications Center interface or through the telephone. The Auto-Attendant service is like an interactive attendant console which can be configured to direct incoming calls to specific users or to specific announcement messages such as customer hours of operation. The Auto-Attendant Telephone Admin Interface can be accessed by dialing the access number(s) assigned for each island. Please be aware that long distance charges may apply. See the Auto-Attendant User Guide for more information. Communications Center The Communications Center allows Business Group members to access and configure settings for their phone service online via a simple web-based interface. It also allows individual users to access their Message Center account. Business Group Administrators may configure additional services such as an Auto-Attendant or Music on Hold, features for the whole Business Group, settings for any other individual line, pickup groups, and more. The Communications Center can be found online at Please see the Communications Center Admin Guide and Communications Center User Guide for more information. Voice Mail and Message Center Voice Mail and Message Center come together as a single Unified Messaging service. These features allow you to send and receive normal Voice Mail and messages via a simple web interface. The Message Center system also handles your inbound fax messages. It can also tie together external and faxes into a single account. The primary interface for the Message Center system is web based but it can also send messages to other systems such as your gmail or corporate account. To access your Message Center account, go to and login to the Communications Center. Click on the Message Center link in the upper left corner of the window to open your Message Center in a pop-up window. For more information see the Message Center User Guide. 27

29 Voice Mail User Operation There are three ways to access your Voice Mailbox: 1. From your primary telephone, dial *15. Enter your account number (10 digit phone number) and/or voice mail PIN as prompted. 2. From another telephone, dial your phone number then press * when the greeting is played. Enter your account number (10 digit phone number) and voice mail PIN as prompted. If an incorrect PIN is entered five (5) times in a row, as a security precaution, your Voice Mailbox will become locked. To unlock your account please contact Pacific LightNet Customer Support. 3. From outside the office, you can also call any of the Remote Voice Mail Access Numbers Pacific LightNet has established for each of the islands. Please remember that long distance charges may apply so it is recommended that you use the remote access number associated with the island you are calling from. Follow the prompts as directed to access your Voice Mail. You will need to enter your full ten (10) digit telephone number and voic PIN. Island Phone Number LANAI (808) KAUAI (808) MAUI (808) HAWAII (808) MOLOKAI (808) OAHU (808) You can access the Message Center via the Communications Center at For more information contact Pacific LightNet Customer Support or see the Communications Center User s Guide and Message Center User s Guide. Initialization When logging into your voic for the first time you are prompted to go through a setup process which includes recording your greeting and changing your default voic PIN. Inbound Fax to Pacific LightNet inbound fax to service allows you to receive faxes through our server directly into your Message Center account. A person dials your fax number (this is different than your telephone number) and the pages of the fax are automatically converted to a TIFF image attachment sent to your Message Center account. From there you can use the forwarding options of Message Center to send an message with the fax attachment to an external account or you can manage your faxes through the Message Center web interface. The faxes can then be printed, saved in your or saved locally onto 28

30 your computer. You do not need to have Voice Mail to receive an inbound fax even though they both utilize the Message Center system. Music on Hold Music on Hold allows callers who are placed on hold to hear a comfort tone or a customized audio recording configured by a Business Group Administrator. If no Music on Hold service is configured, a caller placed on hold will hear silence. This can be mistaken for a dropped or disconnected call. Thus music on hold can be used to assure callers that they are still connected. Because the recordings are managed for a Business Group your company may use it to play customized advertisements or other messages to the caller. For more information on Music on Hold see the Music on Hold User Guide. Conference Center The Conference Center is a secondary service that is independent of your Hosted PBX service. It allows multiple callers to join onto a single, moderated call by dialing an access telephone number and providing proper Participant or Moderator codes. This audio conference service can allow up to 20 callers to join onto a single call. For additional information on the Conference Center see the Conference Center User Guide. Service Codes Quick Reference Anonymous Call Rejection enable *77 Anonymous Call Rejection disable *87 Automatic Callback last outgoing call *66 Automatic Callback cancel all attempts *86 Automatic Recall two-stage activation *69 and 1 Automatic Recall cancel all attempts *89 Busy Call Forwarding enable (follow code with the number to forward to) *90 Busy Call Forwarding disable *91 Call Barring bar all except emergency calls *341 Call Barring bar international calls *343 Call Barring bar national/international/mobile calls *342 Call Barring bar premium rate calls *346 29

31 Call Barring bar calls to access codes *345 Call Barring bar operator calls *344 Call Barring enable all calls *351 Call Barring enable international calls *353 Call Barring enable national/international/mobile calls *352 Call Barring enable premium rate calls *356 Call Barring enable calls to access codes *355 Call Barring enable operator calls *354 Call Pickup pick up incoming call *11 Call Trace two-stage activation *57 and 1 Call Waiting with Caller ID enable *65 Call Waiting with Caller ID disable *85 Calling Name Delivery enable *65 Calling Name Delivery disable *85 Calling Name Delivery Blocking single call *67 Calling Name Delivery Blocking override *82 Calling Number Delivery enable *65 Calling Number Delivery disable *85 Calling Number Delivery Blocking single call *67 Calling Number Delivery Blocking override *82 Cancel Call Waiting *70 Delayed Call Forwarding enable (follow code with the number to forward to) *92 Delayed Call Forwarding disable *93 Directed Pickup pick up incoming call *12 Do Not Disturb enable *78 30

32 Do Not Disturb disable *79 Find-me-follow-me enable *371 Find-me-follow-me disable *372 Last Caller ID Erasure *320 PIN Change *319 Priority Call configure *61 or *81 Reminder Call enable individual call *310 Reminder Call disable one individual call *312 Reminder Call disable all individual calls *311 Reminder Call check individual calls *313 Reminder Call enable regular call *314 Reminder Call disable one regular call *316 Reminder Call disable all regular calls *315 Reminder Call check regular calls *317 Selective Call Forwarding configure *63 or *83 Selective Call Rejection configure *60 or *80 SimRing enable *361 SimRing disable *362 Speed Calling add one-digit code *74 Speed Calling add two-digit code *75 Speed Calling speed dial using a code code# Unconditional Call Forwarding enable (follow code with the number to forward to) *72 Unconditional Call Forwarding disable *73 Voice Mail retrieve messages *15 31

33 Voice Feature Interactions and Conflicts Please note that due to regular system updates, this list may change without prior notice to customers and does not contain information for all additional services such as the Conference Center. If you have additional questions or concerns about how features may interact with each other, please contact Pacific LightNet Customer Support. Call Lists / Call Logs Call Logs are erased from your IP phone whenever it is rebooted. For more information Please consult your Snom 320 User Guide or Snom 360 User Guide. Calls to access codes and courtesy calls made during Call Service configuration changes do not appear in the dialed calls list. A call that is forwarded using Call Forwarding, sent to Voice Mail, rejected by Do Not Disturb, or picked up by another line using Call Pickup appears in the missed calls list for the original called subscriber. The picked up call appears in the answered calls list for the line picking up the call. A call that is offered to multiple subscriber lines using a MADN, Delayed Call Forwarding, Find- Me / Follow-Me or SimRing appears in the answered calls list for the line that answers the call, and in the missed calls list for any line that is rung but does not answer the call. If the subscriber is not subscribed to Calling Number Delivery and/or Calling Name Delivery, the calling number and/or name is not displayed in the lists for missed calls or received calls. The Last Caller ID Erasure service clears the call lists, so that there is no longer any record of the most recent calls to and from the subscriber. An incoming call that is rejected by Anonymous Call Rejection, Selective Call Rejection, or Selective Call Acceptance does not appear in any call list. Reminder Calls do not appear in any call list. If the subscriber uses Call Transfer to transfer a call to another subscriber, or uses 3-Way Calling to bring another subscriber into a call, this appears as a new call in the dialed calls list. An outgoing call that is blocked by Call Barring, or because the subscriber does not enter a valid Mandatory Account Code, does not appear in any call list. A call to a MADN or MLHG appears in the caller's dialed call list but does not appear in any answered or missed call list. In particular it does not appear in the answered calls list for the Business Group Line that answers the call. 32

34 Last Caller ID Erasure If the customer invokes Last Caller ID Erasure, and subsequently attempts to access a call service that uses the last calling number, this results in the standard error message played when there was no previous call. The services that use the last calling number are: 1. Selective Call Forwarding 2. Automatic Recall 3. Call Trace 4. Selective Call Rejection 5. Priority Call The last calling number and last called number are also usually displayed in the Communications Center. After the Last Caller ID Erasure service has been invoked, these numbers will not be displayed. After the Last Caller ID Erasure service has been invoked, Call Lists for the subscriber will be empty until the subscriber makes or receives a new call. Call Logs are erased from your IP phone whenever it is rebooted. For more information Please consult your Snom 320 User Guide or Snom 360 User Guide. Call Forwarding (all) Selective Call Rejection rules are applied before ANY type of Call Forwarding is applied to a call. Calls are forwarded by Selective Call Forwarding service before any other type of call forwarding can be applied. Selective Call Forwarding acts on the Caller ID information that is provided on the call. This may be a callers direct number or may be the main number for a business. Please be careful when adding numbers to any call screening list. The interactions between the different call forwarding services are relatively complicated. When there is a new incoming call to a subscriber, call forwarding services are applied in the following order of priority, if they are activated: 1. Selective Call Forwarding: if the calling party s number is on the list for selective forwarding, the call is forwarded using Selective Call Forwarding. 2. Unconditional Call Forwarding: if Selective Call Forwarding does not apply, but unconditional forwarding is activated, the call is forwarded using Unconditional Call Forwarding. 33

35 3. If neither of the above two services are applied to this call, what happens next depends whether the subscriber s line is busy or not. If SimRing or Find-Me / Follow-Me is enabled, the subscriber's line is treated as busy if all of the configured numbers are busy or unreachable. If the subscriber s line is busy, call services are applied in the following order of priority, if they are activated: i. Call Waiting: if no calls are already being waited, Call Waiting is applied. ii. Basic Line Hunting: if the maximum number of forwards has not been reached, Basic Line Hunting is activated. iii. Busy Call Forwarding: if the maximum number of forwards has not been reached, the call is forwarded using BCF. iv. Voice Mail: the call is passed to Voice Mail if that service is subscribed to. v. If none of the above services are activated, the standard busy treatment is applied to the call. If the subscriber s line is not busy, the line is rung. If the call is not answered, call services are applied in the following order of priority, if they are activated: i. Basic Line Hunting: if the maximum number of forwards has not been reached, Basic Line Hunting is activated. ii. Delayed Call Forwarding: if the maximum number of forwards has not been reached, the call is forwarded using DCF. iii. Voice Mail: the call is passed to Voice Mail. iv. If none of the above services is activated, the standard unanswered treatment is applied to the call. If SimRing is enabled, the subscriber's line is treated as unanswered if all of the numbers do not answer. Any service that activates after a line has not answered after a period of time will only activate if all of the numbers do not answer. For example, if Delayed Call Forwarding is configured to forward the call after 36 seconds, all of the configured numbers must not answer during that 36 second period before the Delayed Call Forwarding service activates. If Find-me-follow-me is enabled, the subscriber's line is treated as unanswered if all of the configured numbers do not answer. However, the delay on call services activating (such as Delayed Call Forwarding) is ignored. Once all of the rules have been tried without answer, these call services will be activated regardless of the configured delay. 34

36 A call that is forwarded appears in the missed calls list for the original called subscriber. When Delayed Call Forwarding is applied to a line that is subscribed to voice mail service the Delayed Call Forwarding and Voice Mail timers should be configured for the expected operation. For example, if the Voice Mail timer is lower than the Delayed Call Forwarding timer, calls will be directed to Voice Mail instead of forwarded using Delayed Call Forwarding. If the subscriber has Delayed Call Forwarding, Selective Call Forwarding, or Unconditional Call Forwarding as well as DND enabled, DND overrides the call forwarding so that callers hear the Do Not Disturb announcement and are not forwarded. A call that is offered to multiple subscriber lines using Find-Me / Follow-Me or SimRing appears in the answered calls list for the line that answers the call, and in the missed calls list for any line that is rung but does not answer the call. A call that is offered to multiple subscriber lines will be affected by the call services on the other lines that it rings. For example, if you enable SimRing to your cell phone and your cell phone battery dies, your cellular provider s Voice Mail may pick up the call and prevent the subscriber from answering the call. Be careful to check the voice services enabled on multiple lines. If Selective Call Rejection or Anonymous Call Rejection is enabled, calls may be rejected by these services and not forwarded to the target number. If Outgoing Call Barring is enabled, changing the target number to a number with a barred call type will prevent any calls being forwarded to this number. SimRing You can choose between having either SimRing or Find-Me / Follow-Me active, but you cannot have both active at the same time. Options for both services will display in the Communications Center but it will not affect changes. Please confirm the option that you want to enable on your line as either SimRing or Find-me/Follow-me. SimRing may interact with other Call Forwarding features enabled on lines that calls will SimRing to. If the forwarding allowed option is enabled for SimRing. Any Call Forwarding features configured on the line that is being rung will apply. If the forwarding allowed option is disabled, Call Forwarding features on that line will be ignored. After configuring SimRing for your line it is recommended that you test to confirm expected operation. With both the SimRing and Find-Me / Follow-Me features it is possible to create calling loops where calls to phone A will ring phone B and calls to phone B will ring phone A. In this case an incoming call will not know which phone to ring and it may create a situation where unexpected errors will occur. This may result in a busy signal or other interrupt tone being played to callers. After configuring your SimRing and/or Find-Me / Follow-Me services please test to verify the expected operation. This includes transfers to a line with SimRing enabled from an Auto- Attendant or other line, incoming calls to a MADN or other group pilot number that the line is a member of, and direct inbound calls to the line which has SimRing or Find-Me / Follow-Me configured on. 35

37 Find-Me / Follow-Me You can choose between having either SimRing or Find-Me / Follow-Me active, but you cannot have both active at the same time. Options for both services will display in the Communications Center but it will not affect changes. Please confirm the option that you want to enable on your line as either SimRing or Find-me/Follow-me. With both the SimRing and Find-Me / Follow-Me features it is possible to create calling loops where calls to phone A will ring phone B and calls to phone B will ring phone A. In this case an incoming call will not know which phone to ring and it may create a situation where unexpected errors will occur. This may result in a busy signal or other interrupt tone being played to callers. After configuring your SimRing and/or Find-Me / Follow-Me services please test to verify the expected operation. This includes transfers to a line with SimRing enabled from an Auto- Attendant or other line, incoming calls to a MADN or other group pilot number that the line is a member of, and direct inbound calls to the line which has SimRing or Find-Me / Follow-Me configured on. Basic Line Hunting If a subscriber with Basic Line Hunting is added to a Multi Line Hunt Group, direct dialed calls to the subscriber are handled using Basic Line Hunting as normal. However, if the Multi Line Hunt Group passes a call to the subscriber (either because an MLHG Pilot DN was called, or another line in the MLHG was busy), the Basic Line Hunting configuration is ignored. If call lists are configured, a call that is forwarded by Basic Line Hunting appears in the missed calls list for the forwarding subscriber. Caller ID If the call has already been forwarded before reaching this subscriber, the Caller ID information that is provided on the call depends on the configuration of the previous forwarding party or parties; it may be either the original calling number or the previous forwarding party's number. If the subscriber is not subscribed to Calling Number Delivery, the calling number is not displayed in the lists for missed calls or received calls. If the subscriber is not subscribed to Calling Name Delivery, the calling name is not displayed in the lists for missed calls or received calls. Automatic Recall If the call has already been forwarded before reaching this subscriber, the Caller ID information that is provided on the call (and therefore the number that will be called when the subscriber dials the Automatic Recall access code) depends on the configuration of the previous forwarding party or parties; it may be either the original calling number or the previous forwarding party's number. Call Trace If the call has already been forwarded before reaching this subscriber, the Caller ID information that is provided on the call (and therefore the number that will be traced when the subscriber dials 36

38 the Call Trace access code) depends on the configuration of the previous forwarding party or parties; it may be either the original calling number or the previous forwarding party's number. Selective Call Rejection If the call has already been forwarded before reaching this subscriber, selective call rejection acts on the Caller ID information that is provided on the call. Depending on the configuration of the previous forwarding party or parties, this may be either the original calling number or the previous forwarding party's number. Calls are selectively rejected by this service before any type of call forwarding can be applied. Selective Call Rejection takes priority over Anonymous Call Rejection. In practice, this means that the calling party hears the selective rejection announcement when the call is rejected, rather than the anonymous call rejection announcement. Calls from numbers on the Selective Call Rejection list will be rejected even if the caller withholds their number. An incoming call that is rejected by Selective Call Rejection does not appear in any of the called subscriber's call lists. Anonymous Call Rejection An incoming call that is rejected by Anonymous Call Rejection does not appear in any of the called subscriber's call lists. Do Not Disturb (DND) It is not possible to enable full Do Not Disturb for a directory number (i.e. no calls are accepted at all) while there are numbers on the Selective Call Acceptance list. Any such numbers will need to be removed if Do Not Disturb is needed for all calls. If the subscriber has Delayed Call Forwarding, Selective Call Forwarding, or Unconditional Call Forwarding as well as DND enabled, DND overrides the call forwarding so that callers hear the Do Not Disturb announcement and are not forwarded. If the subscriber has Voice Mail as well as DND enabled, Voice Mail override DND so that the call is forwarded and the caller does not hear the DND announcement. If a call forwarding courtesy call is made to a subscriber with DND enabled, the line is considered to be busy and so the courtesy call is treated as though the call was not answered. The calling party's number and name are not transmitted to a subscriber who has DND enabled, and cannot be used to invoke Automatic Recall or Call Trace. If the subscriber has Call Waiting as well as DND enabled, and is already in a call when an incoming call arrives, DND overrides Call Waiting so that the new caller hears the Do Not Disturb announcement and the DND subscriber does not hear Call Waiting tones. 37

39 A caller that is listening to the Do Not Disturb announcement cannot transfer the call using Call Transfer or flash-hook to begin a three-way call. If the DND subscriber is in a Call Pickup Group, other group members cannot use Call Pickup to pick up the call. If the subscriber has Anonymous Call Rejection or Selective Call Rejection as well as DND enabled, these services override DND so that the call is rejected as normal and the caller does not hear the DND announcement. Reminder Calls, ringback calls for Call Waiting or Three-Way Calling, and Emergency Services ringback calls override DND so that the call is connected as though DND was disabled. If the subscriber has Message Waiting Indicator as well as DND enabled, Message Waiting indications are provided to the subscriber regardless of the DND settings. If the subscriber is a member of a Multi Line Hunt Group and has DND enabled, calls will never be sent to them when the Hunt Group searches for non-busy lines. If the subscriber is a member of a MADN and has DND enabled, their phone will not be rung when the MADN is called. A call that is rejected by Do Not Disturb appears in the missed calls list for the called subscriber. Selective Call Acceptance If Anonymous Call Rejection is not enabled, callers who call anonymously will be connected if their number is on the configured acceptance list. If Anonymous Call Rejection is enabled, callers who call anonymously will never be connected, even if their number is on the configured acceptance list. It is not possible to enable full Do Not Disturb for a directory number (i.e. no calls are accepted at all) while there are numbers on the Selective Call Acceptance list. Any such numbers will need to be removed if Do Not Disturb is needed for all calls. An incoming call that is rejected by Anonymous Call Rejection, Selective Call Rejection, or Selective Call Acceptance does not appear in any of the called subscriber's call lists. Priority Call If the subscriber has Call Waiting, Priority Call numbers produce a distinctive call waiting tone if configured on the phone. This service is known as Priority Call on Call Waiting. Voice Mail A call that is forwarded to Voice Mail appears in the missed calls list for the called subscriber. A call that is offered to multiple subscriber lines will be affected by the call services on the other lines that it rings. For example, if you enable SimRing to your cell phone and your cell phone 38

40 battery dies. Your cellular provider s Voice Mail may pick up the call and prevent the subscriber from answering the call. Be careful to check the voice services enabled on multiple lines. Reminder Call Call Forwarding is not applied to reminder calls. Call Waiting is not applied to reminder calls. Three Way Calling If the subscriber uses 3-Way Calling to bring another subscriber into a call, this appears as a new call in the dialed calls list. Call Transfer If the subscriber uses Call Transfer to transfer a call to another subscriber, this appears as a new call in the dialed calls list. Call Hold Call Forwarding operates as normal regardless of whether you have a call on hold. Call Waiting If Delayed Call Forwarding is active and the call waits for longer than the delay timer, the call is forwarded. If Busy Call Forwarding is active and there is an incoming call while the subscriber line is busy, the call is held in Call Waiting. If Busy Call Forwarding is active and there is another incoming call while a call is already being held in Call Waiting, the second call is directly forwarded by Busy Call Forwarding, without being held in Call Waiting first. Speed Calling Short codes may also be used after dialing 101XXXX to specify a long distance carrier. If Call Barring is in operation and the subscriber tries to map a short code to a barred number, the code mapping fails. If Call Barring is used to bar a number that already has a short code mapping, dialing the short code results in the subscriber hearing a Call Barring rejection announcement, in the same way as if the subscriber had dialed the full number. Call Barring Call Barring takes priority over all other call services, including: 1. Any type of call forwarding 2. Selective and anonymous call rejection. 39

41 Subscribers cannot add a new call forwarding number that is barred in Call Barring. However, if a forwarding number is already configured and is then barred in Call Barring, calls will continue to be forwarded on to the number as previously and Call Barring will not affect forwarding to this number. Mandatory Account Codes If the subscriber is making a long distance call using the Pacific LightNet carrier code, and he is configured to require long distance mandatory account codes for this subscriber's ANI (calling number), the subscriber will be prompted to enter two account codes: firstly the standard local mandatory account code, and secondly the code for the long distance service. For more information about long distance mandatory account codes, see below During call forwarding configuration, the subscriber may need to enter an account code before a courtesy call can be set up. Forwarded calls are not associated with an account code, even if the forwarding number would normally require an account code to call. If a subscriber makes an Automatic Recall attempt to a number for which an account code is required, they must enter the account code along with the Automatic Recall access code. If the called party is busy, the account code is stored and the call is re-attempted without requiring the subscriber to enter the code again. Directed Call Pickup allows the subscriber to dial an access code followed by an intercom code to pick up an incoming call to another member of the Business Group. This does not require an account code, even if the subscriber would normally require an account code to make an intercom call. An outgoing call that is blocked because the subscriber does not enter a valid Mandatory Account Code does not appear in any call list. Long Distance Mandatory Account Codes If the subscriber is also subscribed to local mandatory account codes, he or she will be prompted to enter two account codes when making a long distance call: firstly the standard local mandatory account code, and secondly the code for the long distance service. During call forwarding configuration, the subscriber may need to enter an account code before a courtesy call can be set up. Forwarded calls are not associated with an account code, even if the forwarding number would normally require an account code to call. If a subscriber makes an Automatic Recall or Automatic Callback call to a number for which an account code is required, they must enter the account code along with the Automatic Recall or Automatic Callback access code. When both parties become available and the subscriber's phone rings to announce the requested call, the subscriber must then enter the account code again to accept the call. An outgoing call that is blocked because the subscriber does not enter a valid Mandatory Account Code does not appear in any call list. 40

42 A call to a Multi-Line Hunt Group or a MADN, or a call to which Find-Me / Follow-Me is applied, may generate a long-distance call between the called number and one of the numbers to which the call is forwarded. There is no need to provide a Mandatory Account Code for this call. Call Pickup and Directed Pickup Call Forwarding services and Basic Line Hunting do not have any effect on Call Pickup Services. Call Pickup and Directed Pickup can be used to pick up a ringing phone until the call is forwarded or line hunted away from that phone. Calling Number Delivery and Calling Name Delivery do not apply to calls that have been picked up. The number and name of the incoming caller will not be displayed on the line that has picked up the call. If a Business Group line invokes Automatic Callback or Automatic Recall to a busy line, and then receives a ringback call indicating that the called party has become available, Call Pickup and Directed Pickup cannot be used to pick up the ringback. However, incoming Automatic Callback / Automatic Recall calls can be picked up. Call Trace on a call that has been picked up must be performed from the original called number, not from the number that picked up the call. Anonymous and Selective Call Rejection on a Business Group line do not prevent the line from picking up a call to another number, even if the call would have been rejected if it had come directly to the line. If the incoming call is to a Call Waiting subscriber and is currently waiting to be answered, Call Pickup and Directed Pickup cannot be used. If the calling number is on the Priority Call list for the number that picks up the call, and the call later results in ringback, a distinctive ring tone is used. Call Pickup Services cannot be used to pick up reminder calls. Call Pickup and Directed Pickup can be used to pick up a MADN call. A call that is picked up by another line using Call Pickup appears in the missed calls list for the original called subscriber. The picked up call appears in the answered calls list for the line picking up the call. MADN (Multiple Appearance Directory Number) Call Forwarding Services, Incoming Call Services, and Message Services can be configured to apply to incoming calls to the MADN group. Other call service groups do not apply to MADNs, but are configured individually for each Business Group Line or MLHG Pilot DN in the MADN group in the normal way. If another MADN is added as a MADN Member, the call services of that MADN's Members are used. 41

43 If Unconditional Call Forwarding is enabled on a MADN member s line, calls to the MADN will ring on the forwarding number for that line. When Busy Call Forwarding is enabled on a MADN, calls are forwarded only when the MADN has reached its call limit. When Delayed Call Forwarding is enabled on a MADN, the delay time is counted from when the MADN phone lines ring, and does not include any time while the call is queued. If you enable Remote Access to Call Forwarding for a MADN, subscribers can use this service to change the MADN s Call Forwarding configuration through the handset. No other call services can be configured through the handset or through the Communications Center. When Basic Line Hunting is enabled on a MADN, the delay time is counted from when the MADN phone lines ring, and does not include any time while the call is queued. However, if the MADN has reached its call limit, the call is forwarded immediately without any delay time. Caller ID Services in general do not apply to MADNs. However, if a Business Group line that is a MADN member has Calling Number Delivery or Calling Name Delivery enabled, the number and name of the incoming caller is displayed on the subscriber s telephone during MADN calls as well as direct-dialed calls. Priority Call is not available for MADNs, but is available to MADN members. Message Waiting Indicator is not available for MADNs, but is available to MADN members. Reminder Call is not available for MADNs, but is available to MADN members. Multi-Party Call Services do not apply to MADNs. However, if a Business Group line that is a MADN member has 3-Way Calling or Call Transfer enabled, the subscriber can use these services during MADN calls as well as during direct-dialed calls. Incoming MADN calls are not announced using Call Waiting. However, if a Business Group line that is a MADN member has Call Waiting enabled, incoming direct-dialed calls are announced using Call Waiting whether the subscriber is in a MADN call or a direct-dialed call. A call to a MADN appears in the caller's dialed call list but does not appear in any answered or missed call list. In particular it does not appear in the answered calls list for the Business Group Line that answers the call. If a MADN member has DND enabled (do not disturb), their line will not be rung when the MADN is called. A call that is offered to multiple subscriber lines will be affected by the call services on the other lines that it rings. Be careful to check the voice services enabled on multiple lines. 42

44 MLHG (Multi-Line Hunt Groups) Note that MLHGs can be nested within other MLHGs. Details of these interactions are also given. If an MLHG Member has Basic Line Hunting enabled, direct dialed calls will use the Basic Line Hunting configuration as normal. Calls that are sent to the MLHG Member from the Multi Line Hunt Group ignore the Basic Line Hunting Configuration. MLHGs can have MADNs and other MLHGs nested within them. When searching for an idle member, if a MADN is selected, all numbers on the MADN will be called. If a nested MLHG is selected, one number within that MLHG will be called. If all numbers within an MLHG or MADN are busy, they will be skipped as normal. If a MADN is part of an MLHG and is dialed directly, hunting does not continue in the parent MLHG if the MADN is busy. Similarly, if an MLHG nested with another MLHG is dialed directly, hunting does not continue in the parent MLHG if the child MLHG is busy. Calls will be treated as they would normally for a busy call to that line. This would include queuing the call or Busy Call Forwarding, for example. You may specify that the Caller ID displayed is the number that the caller dialed originally and not their phone number. This would be useful, for example, if you run multiple helpdesks and wish to know which one the subscriber called so that you can answer appropriately. Note that redirection information is already provided on IP calls. If this option is configured, the caller ID is changed and the redirection information relating to the MLHG redirecting the call is not supplied. A call to an MLHG appears in the caller's dialed call list but does not appear in any answered or missed call list. In particular it does not appear in the answered calls list for the Business Group Line that answers the call. Line State Monitoring Line State Monitoring will not work if you attempt to monitor a line that is registered on your own phone. Line State Monitoring will not work if you attempt to program multiple buttons on the phone with the same Line State Monitoring programming (ie: you cannot monitor the same line using multiple buttons on the same phone). Call Park Call Park will not work if you attempt to program multiple buttons on the same phone with the same Park Orbit (ie: you cannot have the same Park Orbit programmed to multiple buttons on the same phone station). 43

45 C hapter 3 Customer Network Integration This chapter will illustrate steps involved with integrating your new Hosted PBX solution into your existing network infrastructure H osted IP PBX is sold as both voice and data service. This includes the integration of the existing customer network with Pacific LightNet s new voice and data network. There are two primary options to integrating the customer network with Pacific LightNet s. Figure 2 - Customer Network Integration Overview 44

46 First, for customers with exiting network infrastructure such as routers, firewalls, switches and wireless access points, Pacific LightNet can provide a single data feed via Ethernet to your current equipment with a routed subnet of public IP addresses for your Internet connectivity. This also includes the option of data ports connected back to your current data network infrastructure. Second, for customers with minimal existing network infrastructure or equipment that will be replaced by Hosted PBX, Pacific LightNet can consultatively help to create a new data network based on our managed router services. Managed Router Services The managed router service includes: 1) Public static routable IP addresses (subnets) This service is contingent upon approval processes and IP justification and comes with an additional recurring charge. This does not include the configuration of customer devices such as routers or servers. 2) DNS This service provides domain name resolution to the LAN. 3) NAT (Network Address Translation) NAT allows you to hide a number of private IP addresses behind a single shared WAN IP address. This feature also includes a basic NAT firewall, but customers should implement additional firewall and other security protections including anti-virus and anti-spyware software. a) Port-forwarding, port triggering and other specific NAT related configurations may be requested via work order. 4) Private LAN DHCP Addresses This service automatically assigns a private IP address to devices on the LAN. The addressing scheme can be customized to meet the existing or desired address schema. a) If Pacific LightNet is providing the LAN DHCP Addresses, Pacific LightNet will assign the private IP subnet used. b) Customer may use static IP addresses within this private subnet at their discretion but should inform Pacific LightNet of changes that may impact DHCP services. c) This does not include the configuration of customer devices such as routers or servers. 5) Active Monitoring Pacific LightNet monitors the access link status, so we know immediately when your connectivity is interrupted. This service also includes traffic monitoring, performance monitoring and remote troubleshooting. 45

47 Chapter 4 Sales and Installation Process This section will explain the things customers should be aware of after an order has been put in but before the installation of Hosted PBX. Immediately following a signed service order for Hosted PBX customers will be sent an introductory letter describing the next steps in setting up the new voice service. This will provide you information necessary to contact the team that will be setting up your new Hosted PBX services. Pre-Sale Customer Questionnaire and Qualification As part of the sale, these are some of the questions you may be asked during the proposal process. General Questions Who is the appropriate technical contact for your company? The person or persons who can answer technical questions or provide a technical point of contact for how the new system will work. This includes things like how phones will be answered and what current data network infrastructure exists. Who is the appropriate administrative contact for your company? The person or persons who can answer administrative questions or provide a point of contact for questions like billing issues or change of address requests. How many employees do you have? By how many phone stations do you expect to grow in the next year? Two years? What is the closest working telephone number to the site(s) you would like to have Hosted PBX service at? Can you provide us with blueprints or schematics to the office space clearly marking each station and necessary wiring? Can you provide us with a network diagram and make/model of existing data equipment? What phone equipment and/or interconnect vendors do you work with? 46

48 Do you currently have an internal wiring vendor? And if so, who? What is the location and telephone number of each station, including analog devices such as a fax, alarm, point-of-sale device or conference phone? What types of phones would you like to use? Do you have any numbers that would need to be ported from your current service provider? Where is the telco room? What power is available in the telco room? Is access to the telco room restricted, if so who do we contact for access? Data Questions Do you currently have a data / network / Internet vendor? If so, who? Do you currently have a support contract with your data vendor? Do you want to maintain your current data network configuration? Are you hosting any servers at your location? If so, how many and where are they located? Do you currently have registered domain names which need to be updated if you change your Internet Service Provider? Who do you currently use for service? Do you have any minimum data bandwidth requirements? What kind of data usage do you have now? Peak download usage? Peak upload usage? Do you require additional managed router services? See the Managed Router Service description for more details about what is offered there. Do you need point to point data connectivity between multiple sites? Voice Features Questions Do you currently have a phone / PBX vendor? If so who? Do you currently have a support contract with your phone vendor? What is your Long Distance usage? Would you like a bundle of LD minutes? (500, 1000, 2000, 3000, etc.) How are the phones currently used? (ie: what features do you use, how are they dialed/accessed currently)? 47

49 Do you have a conference phone or conference system you would like to keep using? Site Survey Floor Plans and Network Diagram Part of the pre-sale process is to obtain a detailed set of floor plans with each end station labeled with 1) telephone number 2) location and label for each IW wall jack and/or patch panel port. These plans can be used to provide a wiring estimate and schedule testing/installation of cables. Also necessary is an OSI Layer 3 network diagram showing your existing data network infrastructure and setup which will allow Pacific LightNet to create a migration and network integration plan for the Hosted PBX installation. Wiring Validation and Labeling There are a few things to keep in mind with a new Hosted PBX installation as it relates to your wiring infrastructure. 1. Existing (or newly installed if you are building out a location) LAN wiring must be either Cat5e or Cat6 and wiring MUST be validated before installation can proceed. If Pacific LightNet tests your existing cable infrastructure, this validation does NOT include certification for any building codes or other regulation. Pacific LightNet wiring validation is done only to verify the cable for use as it relates to transfer of customer voice and data traffic. 2. Delays in cable drops may put installation dates in jeopardy. 3. Repairs or other work done to existing customer cabling will be done at customer cost and Pacific LightNet assumes no responsibility for the maintenance of the wiring. If Pacific LightNet performs repair work on a customers internal wiring a work order will be submitted and time & materials charges will be applied to your next billing invoice. Recommended Wiring Vendors If you do not currently have a wiring vendor, Pacific LightNet can provide some recommendations for you. Please contact your Sales Representative if you require a recommendation for a wiring vendor. Please keep in mind that some buildings will have an approved vendor list that requires the customer to use specific vendors only. Please check with your building management to determine if your building has a list of approved vendors. 48

50 Customer Training Training Credits Each Pacific LightNet Hosted PBX customer account receives a $400 training credit. An additional $400 credit is provided for customers that purchase Auto-Attendant service. Training credits are only applicable to Pacific LightNet training classes and cannot be applied to other Pacific LightNet products or services. Enrollment Methods Training enrollment is scheduled through your designated Pacific LightNet representative. Class enrollment is recommended at least two weeks prior to the class start date. Seats are reserved on a firstcome, first-served basis. Last minute reservations may still be accepted, space permitting. Transfer/Cancellation Policy for Training CUSTOMER CANCELLATION In the event that the student cancels at least five business days prior to the start of the class, the student may choose 1) full refund of tuition cost, if a fee was paid, or 2) reservation in another class within 3 months. If the student cancels fewer than five business days prior to or does not attend class, the tuition or credit is non-refundable and the student s seat is forfeit. Student substitutions are acceptable at any time prior to the start date of the class. Once a student has started attending a class there will be no refunds for any reason. Note: non-payment of tuition does not qualify as the cancellation of training enrollment. o PACIFIC LIGHTNET CANCELLATION Pacific LightNet reserves the right to cancel classes up to five business days prior to the scheduled class date. If this occurs, the student may reserve a seat in another class within three months. After three months, fees or training credits are forfeit. In the event that Pacific LightNet cancels a class within five days prior to the scheduled class date, the student may choose 1) full refund of tuition cost, if a fee was paid, or 2) reservation in another class within three months. If a training course cannot take place as scheduled due to circumstances beyond Pacific LightNet s control (e.g. natural disaster), Pacific LightNet will issue a full refund of fees paid. Pacific LightNet shall not be responsible for any other loss or damages incurred (e.g. airfare) by the customer as a result of a Pacific LightNet cancellation or rescheduling of class. Class Size Classes are limited to six students. 49

51 Waiting lists will be maintained for training classes that are fully enrolled. Training Materials Upon payment of the course fee, Pacific LightNet hereby grants, with respect to all training materials furnished to customer for the applicable course, a non-exclusive, nontransferable license for the attending student to use the training materials internally within customer s organization. Unless expressly provided otherwise in the training materials and course registration terms, the license does not include a license to use the training materials by the attending student or customer to train individuals outside of the customer s organization. Reservation of Rights Pacific LightNet reserves the right to refuse registration for any training course and/or remove any student from any class and prohibit him/her from re-entering if the student is disruptive, does not have the necessary educational background, technical training or pre-requisites for the applicable training course, is performing services to, or works for, a competitor, or is acting in an unprofessional, unethical or illegal manner. If a student is removed from the class for any of the above-stated reasons then the customer shall not be entitled to receive any refund of payment or re-instatement of the credit for reservation in another class, in whole or in part, from Pacific LightNet. Payment Chargeable fees for classes will appear on the customer s bill as an NRC (Non-Recurring Charge). Payments and fees not covered by the cancellation policy are nonrefundable. Customer Training Center Location Pacific LightNet s training facilities are located in the heart of downtown Honolulu at 1132 Bishop Street, Suite 800. The parking garage entrance sign is marked 1132 Bishop Street Parking Entrance. From the Ewa side: Take the H-1 headed Diamond Head. Exit at the Pali Highway off ramp. Turn right. Cross Beretania Street and enter the third driveway on the right side. From the Diamond Head side: Head Ewa on Ala Moana Boulevard. Turn right on Alakea Street, proceed, turn left at Beretania Street. From the Windward side: Head into Honolulu via Pali Highway. Proceed until you reach Beretania Street. Cross Beretania and enter the third driveway on the right side Bishop Street can be entered by foot via Union Mall or Fort Street Mall. Parking Pacific LightNet will validate your 1132 Bishop Street parking while attending training class. If the 1132 lot is full, additional parking is available throughout the downtown area. A map of downtown lots is available at Pacific LightNet cannot validate for and will not reimburse for parking in non-1132 Bishop Street lots. 50

52 Chapter 5 Billing and Post Installation Changes This chapter focuses on procedures pertaining to billing and pricing for components of your service A ll billing inquiries, issues, and disputes can be handled by calling Pricing and charges vary depending on the quantity and type of phones you purchase and the term of the contract. Consult with your Sales Representative or Customer Service for information about the features or services that you re interested in. Understanding your Telephone Bill This section is provided so if customers have questions about specific charges on their bill. Federal and state taxes are covered and explained in detail. FCC Number Portability Line Charge: Also known as LNP Charge. What is it? - If you re thinking about changing telephone companies and wish to keep your same telephone number, number portability will make it possible. Technological upgrades telephone companies have made to their systems make it possible for consumers to never have to change telephone numbers should they decide to switch carriers. The charge appeared on consumers bills in February Who placed it on the telephone bill? - United States Congress via the FCC. By what rule or law is it allowed? - Title 47, Code of Federal Regulations, Section and the Federal Telecommunications Act of 1996, Section 251 (e)(2). How much is it? - $0.39 per line. Who gets the money? - Local telephone companies for the costs necessary for network upgrades and for the recovery of recurring costs of providing portability. State Charges: State General Excise Tax: Also known as State GET. Who placed it on the telephone bill? State of Hawaii. 51

53 How much is it? 4% of all billed local and long distance installation charges, 4% of all local and long distance services and traffic that cross state boundaries, and 4% of all collocation and space rental products. Who gets the money? The State of Hawaii Treasury Department. Who placed it on the telephone bill? State of Hawaii via a Federal Mandate in How much is it? - $0.07 per line per month on all voice access services. Who gets the money? State of Hawaii TDD fund. E911 Charge: What is it? A charge for the maintenance of the Statewide Enhanced Emergency Telephone Service funded through an access line charge. Who placed it on the phone bill? - Hawaiian Telcom (via the Federal Mandate from the FCC). How much is it? - $0.27 per access line per month. Who gets the money? - Hawaiian Telcom E911 Service Center. If a customer is charged toll on their Hosted PBX account they will be charged the FET (Federal Excise Tax), USF (Universal Service Fund), and TRS (Telecommunications Relay Tax) taxes. Adds, Moves and Changes The definition of what constitutes an add, move or change may be modified at Pacific LightNet s discretion without informing the customer. If you have a question about what may or may not be categorized as an add, move or change, please contact your Sales Representative. For a full description of Pacific LightNet s policies regarding Adds, Moves and Changes, see the Terms and Conditions or contact your Sales Representative. Most Add, Move and Change orders will incur a one time processing charge in addition to any new monthly recurring charges or non-recurring charges related to new service installation. This is an administrative processing fee. Adds Shall be defined as: Adding a new IP phone line to an existing station Adding a new analog telephone port (fax, alarm, modem, etc. usage) Adding a new IP phone station Adding a new voice feature to existing service 52

54 Adding a new business group Adding a new line to an existing business group Adding as assigning a new static IP address or subnet Adding new data ports beyond the available existing data ports Adding new ranges of DID s Adding new managed services Moves Shall be defined as: Relocating an IP phone to a different service location. Note that this may require the customer to provide service address information to Pacific LightNet for E911 purposes. Moving a line to a new or existing business group Moving a circuit such as a T1 or DSL line to a new location Moving equipment with a static assigned IP address to a new or existing subnet Moving a number from an analog station to an IP station or vice versa Changes Shall be defined as: Modification to the WAN connection speed and/or transport type (add/remove T1 s, DSL, etc.) Configuring existing voice features on an existing station or telephone number Changes to the assignment of IP addresses or subnets Changes to IP phone configurations not related to troubleshooting existing services Changing the IP phone station to a different type of phone or feature set Modification to any voice service(s), including but not limited to changing to a different service bundle, or addition or removal of any ala carte voice features and the modification of an existing service such as a MADN or Hunt Group Disco Disconnection (partial or full) of any service 53

55 Follow Up Training / Additional Training During your Hosted PBX installation, Pacific LightNet will provide basic on-site training to users to assist in the transition to your new phone system. This training will include basic operation such as how to answer or place a call, how to check voice mail, and how to perform basic functions such as Call Transfer. In addition, each Pacific LightNet Hosted PBX customer account receives a training credit for instructor led training classes for your Business Group Administrator(s). Additional seats in an instructor led class may be purchased for $400 per person, per session and the costs will be reflected in your next bill. Please contact your Pacific LightNet Sales Representative to schedule additional training. Class enrollment is recommended at least two weeks prior to the class start date. Seats are reserved on a first-come, first-served basis. Last minute reservations may still be accepted, space permitting. Transfer/Cancellation Policy for Training CUSTOMER CANCELLATION In the event that the student cancels at least five business days prior to the start of the class, the student may choose 1) full refund of tuition cost, if a fee was paid, or 2) reservation in another class within 3 months. If the student cancels fewer than five business days prior to or does not attend class, the tuition or credit is non-refundable and the student s seat is forfeit. Student substitutions are acceptable at any time prior to the start date of the class. Once a student has started attending a class there will be no refunds for any reason. Note: non-payment of tuition does not qualify as the cancellation of training enrollment. o PACIFIC LIGHTNET CANCELLATION Pacific LightNet reserves the right to cancel classes up to five business days prior to the scheduled class date. If this occurs, the student may reserve a seat in another class within three months. After three months, fees or training credits are forfeit. In the event that Pacific LightNet cancels a class within five days prior to the scheduled class date, the student may choose 1) full refund of tuition cost, if a fee was paid, or 2) reservation in another class within three months. If a training course cannot take place as scheduled due to circumstances beyond Pacific LightNet s control (e.g. natural disaster), Pacific LightNet will issue a full refund of fees paid. Pacific LightNet shall not be responsible for any other loss or damages incurred (e.g. airfare) by the customer as a result of a Pacific LightNet cancellation or rescheduling of class. 54

56 Training Materials Upon payment of the course fee, Pacific LightNet hereby grants, with respect to all training materials furnished to customer for the applicable course, a non-exclusive, nontransferable license for the attending student to use the training materials internally within customer s organization. Unless expressly provided otherwise in the training materials and course registration terms, the license does not include a license to use the training materials by the attending student or customer to train individuals outside of the customer s organization. Reservation of Rights Pacific LightNet reserves the right to refuse registration for any training course and/or remove any student from any class and prohibit him/her from re-entering if the student is disruptive, does not have the necessary educational background, technical training or pre-requisites for the applicable training course, is performing services to, or works for, a competitor, or is acting in an unprofessional, unethical or illegal manner. If a student is removed from the class for any of the above-stated reasons then the customer shall not be entitled to receive any refund of payment or re-instatement of the credit for reservation in another class, in whole or in part, from Pacific LightNet. Payment Chargeable fees for classes will appear on the customer s bill as an NRC (Non-Recurring Charge). Payments and fees not covered by the cancellation policy are nonrefundable. Customer Training Center Location Pacific LightNet s training facilities are located in the heart of downtown Honolulu at 1132 Bishop Street, Suite 800. The parking garage entrance sign is marked 1132 Bishop Street Parking Entrance. From the Ewa side: Take the H-1 headed Diamond Head. Exit at the Pali Highway off ramp. Turn right. Cross Beretania Street and enter the third driveway on the right side. From the Diamond Head side: Head Ewa on Ala Moana Boulevard. Turn right on Alakea Street, proceed, turn left at Beretania Street. From the Windward side: Head into Honolulu via Pali Highway. Proceed until you reach Beretania Street. Cross Beretania and enter the third driveway on the right side Bishop Street can be entered by foot via Union Mall or Fort Street Mall. 55

57 Chapter 6 Customer Support This section will cover Customer Support contacts and escalation processes as well as provide some general information. FAQ Can Hosted PBX systems be deployed at multiple sites or across multiple islands? Yes, depending on size and location of each site there may be additional NRC and MRC charges for neighbor island locations, but Hosted PBX is capable of being deployed at multiple sites, and even capable of being deployed on multiple islands. Does the Message Center integrate with Exchange or Lotus? Currently, no the Message Center does not integrate directly with your existing Exchange or Lotus server. However features such as external accounts and message forwarding allow some level of integration with your existing server. For more details, see the Message Center User s Guide. Can we implement Hosted PBX and still keep our existing Firewall, IDS or IPS systems for our own data network? Yes. Your existing data network may require some changes such as new publicly routable IP address assignments or firewall rules, but the overall architecture of your data network does not have to change in any significant way so your existing data infrastructure including your routers and security devices can still be used. Can we purchase different types of phones or do we have to use the same type of phone at all stations? You can purchase different phones for different stations, but you must specify which phones will be used for which stations and what numbers will be programmed onto the different phones. Missing or incorrect information on an initial order may incur scheduling delays and/or additional charges. Can we program the phones ourselves? The main programming of the phone must be done by Pacific LightNet to ensure that it is done correctly. Some programming, such as programming of function buttons, can be done by the individual users for things like creating your own speed dial buttons. This varies depending on the phones you purchase. See the User Guide for your phone make and model for more details. Admin phone stations which include the Line State Monitoring feature are setup by Pacific LightNet and feature buttons will be labeled by extension. 56

58 Does Pacific LightNet offer a software client that may be loaded onto a computer for use? Unfortunately, at this time there is no software client available. However it is scheduled as a future release. Basic Troubleshooting Symptom Attempt to resolve by: Incoming calls are not ringing my phone. They are going directly to voic . 1) Check to make sure your Do Not Disturb service is disabled. 2) Login to the Communications Center, click on Phone Settings, click on Receiving Calls, click on Voic to check the delay before calls are sent to voic . If the delay is set too low, you may not notice the call. Each ring is about six seconds. Your Business Group Administrator can control how long a phone will ring before a call is transferred to voic . 3) Reboot your phone. Either by unplugging the power and/or network cables or initiating a reboot from the phone. 4) If the problem persists, contact Customer Support using the information provided below. My phone cannot place calls. 1) Depending on the type of phone you have, check to see if the phone is registered. a) For a Snom 320 phone, if your phone is not registered your screen will display the letters NR. b) For a Snom 360 phone, a small white box with an X through it will appear to the left of your phone number(s) if that line is not registered. 2) If your phone is NOT REGISTERED, reboot your phone. Either by unplugging the power and/or network cables or initiating a reboot from the phone. a) Once you have verified that the phone is registered proceed to the next steps. 3) Check with your Business Group Administrator to see if any features such as Call Blocking are enabled 4) If the problem persists, contact Customer Support using the information provided below 57

59 I cannot get a dial tone when I lift my handset 1) If you have a Snom phone and your service has just been installed, there may be a small rubber stopper to prevent damage of your hook button during shipping of your phone. Lift the receiver, directly below the hook button if you see a small rectangular piece of rubber, remove it 2) Flip your phone over. On the bottom right of the underside of the phone are two small and phone cable jacks. One for the headset one for the handset. Check to make sure your phone s handset is plugged into the handset jack. 3) Check to see if the phone is registered. 4) Reboot your phone. 5) If the problem persists, contact Customer Support for assistance. Cannot place calls / When I places calls a short stutter tone is heard Call Blocking or Account Codes may be enabled. This may require you to enter an Account Code (either a personal account code or Business Group account code) to be able to dial that type of call. Contact your Business Group Administrator to see if Call Barring or Account Codes are required for calls from your line. Calls from some phones work but calls from other phones do not ring my phone Forgotten Voice Mail PIN The most likely cause of this is an issue with Local Number Portability. Please contact Pacific LightNet Customer Support and provide your telephone number when asked. If an incorrect PIN is entered five (5) times in a row the system locks you out. There is a safety mechanism built into the voic system when checking your messages through the phone. When you call into your voic and enter the wrong PIN three (3) times in a row the system will disconnect the call, but it will NOT immediately lock you out of your mailbox until an incorrect PIN is entered two more times. Even if the voice mail account is locked you can still login to the Message Center at and access your messages via the Web Interface. You may also change your PIN via the Message Center. If you are a Business Group Administrator attempting to assist one of your users, you cannot change the user s PIN when logged into the Communications Center under your own account. What you CAN do, as long as the mailbox hasn't been locked, is login to the Communications Center AS THE PERSON WHO IS LOCKED OUT. When you login to the Communications Center 58

60 as the person who's locked out, you can access their Message Center account (you cannot do this as the Business Group Admin) and change their PIN. As long as this is done before the account has been locked (five incorrect PIN attempts in a row) you can change the PIN to something simple like and have the user change it back once they have successfully logged into their voice mailbox. Please note that you cannot change their PIN back to the default value it was initially programmed with.. Customer Support Contact Information There are several ways to contact us for assistance with your service: ISLAND / LOCATION LOCAL NUMBER Oahu Big Island Kauai Lanai Maui Molokai Toll-free from the Mainland ALOHA * Available Monday thru Friday, 8:00am 6:00pm; After Hours, please leave a message and we will return your call by the next business day. [email protected] You can also access this and other relevant user guides online by logging into the Communications Center at After you login with your 10-digit phone number and Communications Center password, select Phone Settings then click on the Service Manual option. Links to all user guides are provided. This includes the Communications Center, Message Center and other user guides for Pacific LightNet Next Generation Network products. 59

61 Glossary Business Group: A Business Group is a set of users within the same organization in the MetaSwitch. It is a block of users that can be configured for extension dialing and similar services. In typical deployments, a Business Group will be considered as a single billing entity for Pacific LightNet. Business Group Administrator: The Business Group Administrator is the person(s) who have the ability to reconfigure services for any member of a business group, including but not limited to voice feature services and standard user passwords. Call Service Access Codes: These are numeric codes which must be entered by users to enable or activate certain features such as Call Barring. Courtesy Call: A call related to some features such as call forwarding which will be placed by the MetaSwitch system to the target line. For example, when setting up call forwarding, the system will dial the phone you are call forwarding to in order to confirm that you have entered the correct information. CPE: Customer Premise Equipment. This is the equipment that is place in the customer s telco room or office that is used to connect to our network. It will interface with the Pacific LightNet network and provide a handoff to the actual customer equipment. DSLAM (Digital Subscriber Line Access Multiplexer): The device that providers the DSL signal used for network access to the customer. DID (Direct Inward Dial): A feature that allows an outside caller to dial a phone number that will ring directly to a specific party instead of calling a main phone number. Each workstation is assigned a direct phone number. Line Hunting: Also known as a rotary or hunt group. This service allows callers to dial a single number and have that number ring multiple phones in succession. IntraLATA: IntraLATA refers to a telephone call or circuit which does not cross a LATA boundary. IntraLATA communications require the use of an LEC, but not an IXC (IntereXchange Carrier). IntraLATA telephone calls can still be long-distance calls. In fact, because IntraLATA long distance is not subject to the same competitive market forces as InterLATA long distance, IntraLATA long distance calls normally cost much more than InterLATA long distance. The net effect is that it can cost you significantly more to call a friend on the other side of the state than it will to call a friend on the other side of the country. InterLATA: InterLATA refers to a telephone call or circuit which crosses LATA boundaries. InterLATA communications require the use of an IXC (IntereXchange Carrier). IP (Internet Protocol) Address: The number associated with your network connected device. This may be a public IP address which can be accessed from the internet, or this may be a private IP address which can access the internet but cannot be directly connected to over the internet. 60

62 Monthly-Recurring Charge (MRC): a recurring fee for services that will appear on your bill every month. Non-Recurring Charge (NRC): A one-time fee for an installation or modification to your service that will appear on your next monthly bill. Park Orbit: A Park Orbit is like a virtual extension number. It represents a location where a call can be parked and from which a call can be retrieved. Pilot Number: A pilot number is used by a Multi-Line Hunt Group or MADN as the single number for people to callers to dial when using MLHG s or MADN s. Snom: Manufacturer of the more commonly used IP Phones with Pacific LightNet Hosted PBX service. Change Log Date Version Description 3/21/ Initial Release. 5/14 Revised Feature descriptions and customer questionnaire per ycash for clarity. 6/3/ Added customer training policies, corrected feature bundles, added basic troubleshooting. 6/7/ a Added definitions for Linear, Circular, Uniform hunting. Corrections via mallen. Corrected address. 9 July 2007 Updated for Customer Training. 8/27/ a Updated for user/basic/exec/admin. Revisions to pricing. Corrections to types in troubleshooting. Rev A 19 Oct Basic Line Hunting. Added conf phone. 2/27/ b Updated for MSW5.1. rev a 3/19 added ring down. 4/1 revisions via mallen. 6/10/ Technical revisions Q2/08. Minor corrections to Business Rules, added new product enhancements, review/revision for content. Removed Conference Center references. 6/28/ Minor corrections to feature descriptions and faq. Added LD bundles back, add/change bandwidth modification moved to change. 12/7/ a Updates for MSW v6.0; updates for Snom v7.1.30; corrections to features, interactions and conflicts, corrections to CH4 based on new install flow, added additional training to CH5, additions to troubleshooting, corrections to CSS hours. Rev a) minor correction to typo in Conference services 61