Zed One Hosted VoIP Telephony User Guide A document to provide end user guidance on enterprise-class Hosted VoIP Telephony solution.
Contents Unity Desktop Client Quick Start User Guide... 3 Broadworks Assistant Enterprise Quick Start User Guide... 6 Broadworks Website Portal Quick Start User Guide... 9 Configuring Your Unified Messaging (Personal VoiceMail)... 10 Configuring Your Hunt Group Voicemail (Group Number)... 12 Configuring Auto Attendant Greetings... 14 Unity Desktop Client Hot Desking Log On/Off... 15 Polycom Handset Configuration Guide... 17 Zed VoIP Firewall Settings... 18 Zed VoIP Music On Hold / Custom Greetings File Format Rules... 20 Polycom Handset User Guide... 21 Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 2
Unity Desktop Client Quick Start User Guide Step One; Install Unity from the accompanying installation file Download Unity desktop from the following http://www.voicestart.co.uk/zedone/ Step Two; When starting Unity for the first time you will receive the following message: Click OK. Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 3
Step Three; Enter the Zed One Broadworks server address and port number (see below) Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 4
Step Four; Click Authentication in the left window Enter your Broadworks Username and Password provided by the Zed One VoIP provisioning team. Step Five; Click the green tick at the bottom right. Unity will now login to Broadworks Full help is available from Help Contents in Unity. Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 5
Broadworks Assistant Enterprise Quick Start User Guide Step One; Install Broadworks Assistant Enterprise from the accompanying installation file Step Two; Click on the orange options icon to configure user settings Step Three; Click on Connection in the left menu window and enter the details below Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 6
Step Four; Click on Account in the left menu window Enter your Broadworks Username and Password provided by the Zed One VoIP provisioning team Step Five; Click on Outlook Integration in the left menu window and check Enable Outlook Integration Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 7
Step Six; Click on General in the left menu window Ensure that Auto Login is checked then click Apply and OK to save your settings You will now be logged into Broadworks Assistant Enterprise Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 8
Broadworks Website Portal Quick Start User Guide Step One; Visit website address http://ews.zedone.co press continue to this website to accept certficate Step Two; Enter your Broadworks Username and Password provided by the Zed One VoIP provisioning team and press Login. Step Three; You will be presented with the page below where you can customise your advanced settings; for example Busy Lamp Field. Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 9
Configuring Your Unified Messaging (Personal VoiceMail) To access your voicemail press New Call, then 5555, then Send or press the Messages button. Setting Up Voicemail For The First Time 1. You will be asked for your temporary password which is 1234 followed by the # key 2. You will now be asked to change your temporary password 3. You will now be asked to record your name this is not the greeting which will be played to inbound callers. 4. From the main Menu press 1 for Mailbox Features 5. You will now be prompted to record a greeting. Your Busy greeting will be played to callers when you are engaged. Your No Answer greeting will be played to callers if you do not answer the call Retrieving Messages From Your Own Phone 1. When you receive a voice message the red message lamp will alight on you telephone [if this feature is supported by the handset]. 2. Dial into Voicemail by pressing New Call, then 5555, then Send 3. Enter your password followed by the # key when prompted 4. You will now told how many messages you have and Press 1 to hear them 5. At the end of each message you will be prompted to Save or Delete the message Retrieving Messages Remotely [From Any Other Phone] 1. Dial your own DDI number 2. When your voice message starts, interrupt the greeting with the * key 3. You will be prompted for your mailbox number. This is the same as your extension number and would normally match the last 4 digits of your DDI number 4. Enter your password when prompted and listen to messages as normal Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 10
Changing Your Voicemail Greeting 1. Dial into Voicemail by pressing New Call, then 5555, then Send 2. Enter your password followed by the # key when prompted 3. You are now at the Main Menu 4. Press 1 for Voice Mailbox 5. Press 2 to change your Busy Greeting 6. Press 3 to change your No Answer Greeting 7. Follow prompts for playback and to save Note: An easier way to retrieve messages is to have them sent to your email Inbox. Provided you have a multimedia PC, you can simply play the messages back as audio files. Configure this feature through Unity desktop under Settings or contact Zed One. Voicemail Main Menu 1. Voice Mailbox 3. Change Name 8. Change Password 2. Change Busy Greeting 3. Change No Answer Message Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 11
Configuring Your Hunt Group Voicemail (Group Number) From any phone in the business press New Call, then 5555, then Send Setting up voicemail for the first time; 1. You will now be prompted for your mailbox number. This is a 4 digit extension number for your hunt group given to you by Zed One provisioning team. Enter it now followed by the # key. 2. You will be asked for your temporary password which is 1234 followed by the # key 3. You will now be asked to change your temporary password 4. You will now be asked to record your name this is not the greeting which will be played to inbound callers. 5. From the main Menu press 1 for Mailbox Features 6. You will now be prompted to record a greeting. Your No Answer greeting will be played to callers when the office is closed Retrieving Messages; 1. Dial into Voicemail by pressing New Call, then 5555, then Send 2. As soon as the automated lady starts to speak interrupt her with the * key 3. You will now be prompted for your mailbox number. This is a 4 digit extension number for your hunt group given to you by Zed One provisioning team. Enter it now followed by the # key. 4. Enter your password followed by the # key when prompted 5. You will now be told how many messages you have, Press 1 to hear them 6. At the end of each message you will be prompted to Save or Delete the message Note: An easier way to retrieve messages is to have them sent to your email inbox. Provided you have a multimedia PC, you can simply play the messages back as audio files. Configure this feature through Unity desktop under Settings or contact Zed One Helpdesk Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 12
Changing your Voicemail greeting; 1. Dial into Voicemail by pressing New Call, then 5555, then Send 2. As soon as the automated lady starts to speak interrupt her with the * key 3. You will now be prompted for your mailbox number. This is a 4 digit extension number for your hunt group given to you by Zed One provisioning team. Enter it now followed by the # key. 4. Enter your password followed by the # key when prompted 5. You are now at the Main Menu 6. Press 1 for Voice Mailbox 7. Press 2 to change your Busy Greeting 8. Press 3 to change your No Answer Greeting 9. Follow prompts for playback and to save Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 13
Configuring Auto Attendant Greetings To change and Auto Attendant [AA] greeting; 1. From any Zed VoIP phone dial 5555 2. Press * to interrupt the greeting Welcome to the CommPilot Voice Portal 3. Enter 5555 when prompted with Please enter the extension number you require 4. If you have multiple AA menus you will be prompted for the AA extension number that you want to change 5. Enter 1234 at the prompt Please enter your password 6. Follow the prompts to change the recording Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 14
Unity Desktop Client Hot Desking Log On/Off Hot desking allows a Hot Desk user [Guest] to logon to an available Hot Desk Telephone [Host]. Both the Guest and Host services must be allocated to the user and the host telephone Hot Desk Log-On Using Unity; 1. Click the Settings button in the main interface 2. Select Hoteling Guest from the left menu 3. Select the Hot Desk Host drop the drop down menu. The host name or extension number will be at top left on the screen of the phone. You are now logged onto that host Hot Desk Log-Off Using Unity; Repeat the steps above but select None from the drop down menu. When Unity is closed it will also prompt you to disassociate from the Host. Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 15
Hot Desk Log-On Using Voice Portal; 1. Press New Call > 5555 > Send 2. You will hear Welcome to the CommPilot Voice Portal 3. Press * 4. Enter your extension number when prompted 5. Enter your password when prompted. This is 1234 by default 6. From the next menu press 7 for Hoteling Options 7. From the next menu press 2. You are now logged on to that host Hot Desk Log-Off Using Voice Portal; Repeat the steps above but press 3 at the last step Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 16
Polycom Handset Configuration Guide Note: use the round silver scroll key in the middle of the phone to scroll up and down to the option you require. Press the tick key in the middle of the scroll key or select OK from the screen to select an option OPTION 1 - To Add FTP Address, User Name and Password; If the phone is already has options showing on the LCD display unplug the phone and plug it back in, if it is a new phone plug it in and then complete the following: 1. From the key pad enter > 456 >enter 2. Scroll down to > ServerMenu > enter 3. Scroll down to > ServerAddress > enter > 83.137.182.78 > enter (use the * key to enter.) 4. In the display will be Server User > Edit > enter the ftp address you have been given>enter 5. In the display will be Server Password > Edit > enter the ftp password you have been given > enter 6. > Exit > Exit - The phone will then reboot and register, this process may take a few minutes OPTION 2 - To Add a Static IP Address; If the phone is already has options showing on the LCD display unplug the phone and plug it back in, if it is a new phone plug it in and then complete the following: 1. From the key pad enter >456 >enter 2. DHCP Client will be shown in the display press >Edit (from the display options) 3. Press the left hand arrow on the scroll button to select >Disable>enter 1. Screen will show Phone IP Addr press >edit then enter the static IP Address you have been given by you IT administrator > OK NOTE- (use the * key to enter.) 4. Screen will show Subnet Mask press >edit enter the Subnet Mask you have been given by you IT administrator > OK 5. Screen will show IP Gateway press >edit enter the IP Address you have been given by you IT administrator > OK 6. Press >exit 7. In the screen Save & reboot will show press >select Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 17
Zed VoIP Firewall Settings The following ports must be open on your firewall to allow IP SIP phones to work. To The Internet: SIP 5060/UDP RTP 10000-20000/UDP (depending on firewall ability to open these ports dynamically depending on SIP information) FTP HTTP HTTPS TFTP CAP 2205/TCP ACAP 2207/TCP (BroadWorks Reception Console) C12 2208/TCP (BroadWorks Assistant Enterprise & Unity) From The Internet: SIP 5060/UDP RTP 10000-20000/UDP (depending on firewall ability to open these ports dynamically depending on SIP information) CAP 2205/TCP ACAP 2207/TCP (BroadWorks Reception Console) C12 2208/TCP (BroadWorks Assistant Enterprise & Unity) The Following Is Optional: Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 18
IP Range To Allow = 83.137.182.0/24 The specific Addresses if you prefer to set it this way are 83.137.182.39 83.137.182.70 83.137.182.71 83.137.182.72 83.137.182.73 83.137.182.76 83.137.182.77 83.137.182.78 83.137.182.120 Desk Top Applications Applications like BroadWorks Reception, BroadWorks Assistant Enterprise & Unity use the data network for call control and system status updates. There is no SIP or RTP traffic sent over the data networks but the firewall will need to be set up to allow the following: To The Internet: Allow IP Addresses: 83.137.182.70 83.137.182.71 88.208.205.243 80.68.95.115 Open Ports: 80 (HTTP) 443 (HTTPS) 2208 (OCI) Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 19
Zed VoIP Music On Hold / Custom Greetings File Format Rules You use this procedure to record a personal greeting or an announcement using a PC. The Application Server accepts.wav and.wma file formats. The following lists the validation rules for the file formats: For.WAV files: CCITT, u-law, or a-law codec 8.000 khz 8 bit mono.wav file type For.WMA files: CCITT, u-law, or a-law codec 8.000 khz 8 bit mono.wma file type For both.wav and.wma files: The maximum audio length is 2 minutes for a Voice Messaging Greeting and Custom Ringback User/Group. The maximum audio length is 10 seconds for user's Voice Portal Personalized Name. The maximum audio length is 10 minutes for the Music On Hold greeting. For all other services, the maximum audio length is 5 minutes Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 20
Polycom Handset User Guide A Polycom IP Phone is a full-feature telephone that provides voice communication over an IP (Internet Protocol) network. This phone functions much like a traditional phone, allowing you to place and receive telephone calls. It also supports features that you have come to expect from a telephone - such as speed dialing, redial, and conference calling. Polycom IP320 / IP321 / IP335 Layout Polycom IP450 / IP550 / IP560/ IP650 Layout Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 21
Quick Reference Guide Item Function 1 Mute Mutes audio transmission locally during calls. 2 Line Keys Line or Speed Dial keys. 3 Headset Allows users to place and receive calls through an optionally connected. 4 Hold Use this key to place a call on hold until you can return to it. 5 Dial Press the Dial key. The display will show the last 10 dialed numbers. Use the / keys to find the desired number and press Dial again 6 Scroll Up Scrolls through menu options. 7 Scroll Down Scrolls through menu options. 8 Previous Previous. 9 Next Next. 10 Save Changes Save any changes made. 11 Menu Access local and server features. 12 Softkeys Soft keys to select from various context-sensitive options. 13 Volume Volume keys to adjusts audio and ringer volume. Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 22
Phone Diverts and Pickups Call Forwarding Always On * 72 press Dial and destination number Call Forwarding Always Off * 73 press Dial Call Divert On Busy On * 90 press Dial Call Divert On Busy Off * 91 press Dial Call Divert No Answer On * 92 press Dial Call Divert No Answer On * 93 press Dial Call Pick up * 98 press Dial DND Activate * 78 press Dial DND De-activate * 79 press Dial Operating Instructions Making a call Press New Call and enter the number or enter the number and press Dial from the softkey. Holding a call Press the Hold key. Return to a held call Press the Resume softkey or press the Hold key again. Transfer Announced Press the Trans softkey. Enter the destination extension and press Dial. Announce the call to the receiving party. Replace handset and the call will be transferred. Transfer Blind Press the Trans softkey followed by the Blind key, dial extn number, press Dial to complete the transfer. Transfer To Voicemail Press Transfer. Press *55 + target users extension number then press Dial. Replace handset and caller will be sent to voicemail without ringing the handset Do Not Disturb To activate Do Not Disturb press the Menu key. Then press 1 for Features and press 2 for Do Not Disturb. Repeating this action will toggle on/off Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 23
Call Lists (Received or Placed calls) Press the Menu key, select Features followed by Call Lists. You may now select Received or Placed calls as desired. To call a number select it then press Dial Storing Personal Contacts Press Menu key, press 1 for Features then press 4 for Contact Directory. Select <New Entry>. Press to enter First Name. Press again when entered then press the OK softkey to confirm. Press to scroll down and complete the above for Last Name and Contact [enter the number here] When finished press then press the Yes softkey when prompted. Dialling Personal Contacts Press Menu key, press 1 for Features then press 4 for Contact Directory. Scroll down to the desired number then press Dial Dialling System Speed Dials System Speed Dials are populated by your system administrator. To dial a number press #xx [where xx is the system speed dial location]. To Park A Call Once you have call in progress; Press Hold > *68xxxx > Dial [where xxxx is the extension you wish to park the call against] To Retrieve a Parked Call Enter *88 and Press Dial. If the call is being retrieved from the extension it is parked against press # when prompted. If it is being retrieved from a different extension, enter the park extension when prompted Shared Call Appearance If you have more than one handset on the same extension, you can pull a call from one handset to another by pressing *11 on the idle handset Conference Calling Establish the first call, press the Conf softkey, enter the telephone number of the 2nd party, Press Dial. To connect all 3 parties press the Conf softkey again. Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 24
Star Codes Reference Automatic Callback Deactivation #8 Call Forwarding Always To Voice Mail Activation *21 Call Forwarding Always To Voice Mail Deactivation #21 Call Forwarding Busy To Voice Mail Activation *40 Call Forwarding Busy To Voice Mail Deactivation #40 Call Forwarding No Answer Activation *92 Call Forwarding No Answer Deactivation *93 Call Forwarding No Answer To Voice Mail Activation *41 Call Forwarding No Answer To Voice Mail Deactivation #41 Call Forwarding Not Reachable Activation *94 Call Forwarding Not Reachable Deactivation *95 Calling Line ID Delivery Blocking per Call *67 Calling Line ID Delivery per Call *65 Call Return *69 Call Waiting Persistent Activation *43 Call Waiting Persistent Deactivation #43 Cancel Call Waiting *70 Clear Voice Message Waiting Indicator *99 Customer Originated Trace *57 Directed Call Pickup *97 Directed Call Pickup with Barge-in *33 Direct Voice Mail Transfer *55 Last Number Redial *66 Per Call Account Code *71 Push to Talk *50 Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010) Page 25