IP PBX USER GUIDE Revision 2.2 August 2012

IP PBX USER GUIDE Revision 2.2 August 2012 Page 1

Table of Contents Placing Calls...3 Answering Calls...5 Managing Calls (conf/transfer)...7 Voice Mail...10 Forwarding...14 Recording Calls...17 Directory...18 Headset...19 911 Service...21 Recording Company Greetings...22 Answering Modes...25 Schedules...26 System Codes...27 Troubleshooting Tips...28 Technical Support Information...29 Page 2

Placing Calls Placing calls on our system is as easy, or even easier than with a traditional telephone. You can use the standard dial pad, Direct Station Select keys, speed dial keys, as well as the phone's built in directory. Dialing modes You may dial a number on-hook or off-hook. On-hook dialing allows you to verify the number and make changes before placing the call. 1. Dial the number using the keypad. If you make a mistake, use the left arrow to delete a number. (To make anonymous out going calls [block caller ID] use *67 plus the number.) 2. When you have finished entering the number, lift the handset, or press the Dial (or a line key ) to initiate the call. 3. To switch between handset, headset, and speaker phone, press the speaker phone or button. 4. To conclude your call, hangup the handset, press drop or use the goodbye key. Dialing patterns Internal Calls To call another extension, dial the four digit extension number. The other phone will play a double ring-ring pattern to indicate that this is an internal call. To place an intercom another extension, dial * + the four digit extension number. This will cause the recipient's phone to answer in speaker mode. This feature only works between phones within an an organizational group. If you attempt to intercom the extension of another organization, the call will be placed as a regular internal call. To leave a voice mail message without making the extension ring, dial ** + the four digit extension number. Page 3

Calls to North American destinations Dial the area code + phone number. You do not need to dial 1, but you should always dial the area code, even for local calls. If you only enter 7 digits, the default area code will be assumed. External calls may be disabled from individual telephones at your request, or calls may be limited to a maxmum per-minute rate. If a call is dialed that exceeds this rate, a voice message will indicate that the call exceeds your per-minute rate. When the call is connected, your telephone screen will display the city name and the number that your call is connected to. Calls to Overseas destinations Dial 011+ country code + city code and local number. Calls to island nations within the North American country code must be dialed 1+Area Code, since the cost of these calls can vary significantly. When your call is connected, the name of the country and/or region will be displayed on the telephone display. Page 4

Answering Calls When a call is ringing at your extension, the phone will ring, the call instance or hands free button will flash, and you will see the call information on the display. Lift the handset, or press the hands free button or answer in speaker phone mode. to On a multi-line phone, press the flashing line button or. If you do not wish to take the call, press release, or press the ignore soft key to reject the call. Handling multiple calls You will hear a "beep" and see the caller display information if another call comes in while you are on the phone. 1. Press the flashing line button. The current call will be placed on hold and the next call answered. 2. You can switch between active calls by pressing the corresponding line buttons. 3. Press release to disconnect the active call. Note: Pressing release will also cancel an incoming call. If the call is only ringing at your extension, the call will be directed to voice mail. If the call rings at other extensions, these extensions will continue to ring, but yours will stop. Page 5

Group Pickup The group pickup feature will automatically answer any ringing phone in your pickup group. You can be assigned to more than one pickup group if required. By default, extensions in the same office are generally assigned to the same pickup group. If you have a Pickup button on your phone: 1. Press the Pickup button. 2. Lift the handset and answer the call. If you do not have a pickup button on your phone: 1. Dial *8 2. Lift the handset and answer the call Directed Pickup To pick up calls for another extension press the flashing BLF key for that extension, or dial *76 + the extension. Directed pickup using BLF keys must be enabled for your telephone. Page 6

Managing Calls Local Hold Press hold button or to place call on hold. The caller will hear music. You may hang up the handset without disconnecting the call. Press the corresponding call appearance button to retrieve the call. The type of music played to a caller is set by Customer Service. The type of music played can be set on individual incoming numbers, for incoming calls, and on individual telephones, for outgoing calls. We currently offer unlicensed public domain music. Several stock playlists are available. If you choose to supply your own music, you are responsible for obtaining the appropriate license if required. We can also create a custom play list using your music and / or voice announcements (ie your own promotional audio program ). Park Parking allows a call to be held and retrieved from another extension. 1. Press an un-lit park button. If the button is lit, that park position is in use. 2. To retrieve a parked call, press a lit park button. 3. Each park button has a corresponding three digit number from 701-709. If a phone does not have a park button, a parked call can be retrieved by dialing its three digit parking slot number. Page 7

Transferring Transferring allows you to pass a call on to another extension, outside number, or voice mail box. Attended Transfer 1. Press transfer Note: For some models the Xfer option will only appear on screen when a line is in use. Press the associated soft key to use. 2. Dial the extension to transfer to and press Dial, or press the BLF key corresponding to that extension. When calling party answers, tell them who is calling. 3. Press transfer again to transfer the call. If the other person does not wish to take the call, wait for them to hang up or press Cancel to abort the transfer. The call will then be returned to you for other disposition. On some models of phone, you may have to press the line button that corresponds to the caller to retrieve the call Blind Transfer 1. Press transfer, as noted above. For some models, the soft key for transfers will only be active when the line is in use. 2. Dial the extension, or press the extension's BLF key, and press transfer again immediately to transfer the call without consulting with the other party. Or If your phone has BLF keys configured for instant transfer press the the BLF key to immediately transfer the call to that destination. Transfer to Voice mail 1. Press transfer 2. Dial ** + the extension or mailbox number 3. Press transfer again. The caller will hear one ring, and then be greeted by the recipients unavailable message. The extension will not ring at all. Page 8

Conference Calls You can create a 3-way call locally on your phone, or you can use a meet-me conference room for large conferences. Local Conference 1. Establish a call to the first party. You can call them, or they can call you. 2. Press conference or the conf softkey. The first caller will be placed on hold, and a new line opened. 3. Dial the number of the second party and press Dial. If there is no answer, press cancel to return to the first call. 4. To join the calls, press the conference button again. 5. You can use the arrow keys to scroll between callers information. Phones with soft keys may also give you the option to drop the selected caller. Meet Me Conferencing A Meet Me conference room is a special extension number that can be called by several users, joining them together in a conference call. Each caller dials the Meet Me room individually, and joins the conference. Callers can also be transferred into a Meet Me room by another user. Each organization can be assigned their own Meet Me rooms by the system administrator, and each room can have an optional security password. Meet Me rooms can also be recorded. Call customer service for details or assistance. If a BLF key for the MeetMe room has been programmed on your phone, the button will light up, or the icon will change if the conference room is in use. A flashing button means that a single participant is in the room. A solid button means two or more participants. A notify extension feature can also be configured. This feature allows selected extension's to receive a text message whenever someone joins the conference room. The message gives the caller ID(name and number) and what conference they have joined. Page 9

Voice mail Voice mail allows callers to leave messages for you when you are unable to take calls. Each extension can have a voice mailbox, and additional mailboxes can be set-up for general delivery, or departmental messages. E-mail notifications can be sent, informing you of new messages, who left them, and can also contain a sound file of the message itself. A second, compact message can be sent to another e-mail address for a mobile device, with or without the attachment. If you choose, your mailbox can automatically delete messages as soon as the e-mail copy has been sent. This is helpful if you listen to all your messages on your computer. New Message Notification When you have new voice mail messages, the large red message light will flash on your telephone. Additionally, an envelope icon will appear on the display with a count of the unheard messages. To Connect to Voice Mail 1. Press the voice mail button on your telephone, press and hold 1, or dial *98 or 7000 to access voice mail. If you are at another extension, dial *7000 to be prompted for your mailbox. Your mailbox is usually the same as your extension number. 2. Press 1 to listen to new messages 3. Follow the voice mail prompts to perform other tasks. Record Greetings, Change Password You must set up the greeting messages that callers will hear. Press 0 from the main menu to change your password or record greetings. Up to nine greetings, as well as a name message, can be recorded. If you do not record a greeting, a generric the person at extension XXXX is unavailable will be played. Page 10

1. Record a Greeting Standard Greeting 1 is the default message played to callers. This message will be played unless you have specified another greeting to be used. The following greetings are optional. When they are recorded they will replace the standard greeting under the specified conditions. Busy Message 2 is played if your extension cannot handle any more calls, or is in Do Not Disturb mode. Direct to Voice mail Message 3 is played when a caller dials (**extension), or is transferred directly to your voice mail. Unavailable Message 4 is played if your phone is disconnected or otherwise out of order. Vacation Message 5 is played when selected in option 2 of the advanced options menu. IVR Menu (optional) 9 If this is enabled, this greeting is used to create a sub-menu, that callers will reach if they press 0 during the greeting. You can give them additional single-digit options to direct them elsewhere. 3.Name Recording is played to callers using the name directory. 5.Password is used to access your voice mail when away from your extension, as well as to authenticate to the DISA and user administration tools. Please set this as soon as possible. Easy to guess passwords such as 0000 and 1234 should not be used. Insecure passwords may be changed without notice. To Check Voice Mail while away: 1. Call your extension 2. When voice mail answers, press * 3. You will be prompted for your password 4. If your incoming number is answered by a voice menu, simply dial 7000 once the first greeting can be heard. You will be asked to supply your mailbox (extension) and password. Page 11

Operator option Options 0-9 can be set up for redirecting calls. Please contact customer service to program these options. If a caller presses any of these programmed numbers after your voice mail has answered, their call will be redirected to the designated destination. Customer service can customize the 0-9 destinations on a per-extension basis, allowing calls for certain individuals to be directed to a partner, or assistant as well as reception. If you would like to use this feature, simply include a statement in your voice mail greeting, like To return to reception press 0, or press 1 to speak to my assistant; otherwise, leave a message after the tone. Voice-mail quota The default voice-mail quota is 45 minutes of recorded messages. If this limit is exceeded new callers cannot leave messages. Page 12

Voice Mail Menu Tree Main Menu Folders: 1 - New messages 2 - Saved messages 0 - Advanced Options # - Exit Message Options (for saved and new messages) 1 Repeat current message 3 Forward the message to your email 4 - Skip back one message 5 Return Call Now 6 - Skip forward one message 7 - Delete message 8 - Forward the message to another user 9 - Save message 0 - Advanced options 1 Record a greeting 1-9 If recorded, 1 is your standard greeting 2 is your busy message 3 is your direct to voice mail message 4 is your unavailable message 5 is your vacation message 9 is the IVR menu tree (if enabled) Notes: If any of these messages are not programed your default message as selected in advanced option 2 will be played. If another default is not set and greeting 5 is programed it will be the default greeting. 2 Choose a greeting number 3 - Name announcement (for directory) 5 - Change password * - Main Menu Page 13

Forwarding Calls 1. Forwarding Button If you have a forwarding button press the button for an on-screen menu to configure forwarding. You may also use the following service codes to enable and disable simple forwarding rules. 2. Forward on Busy. This option allows you to enter a number where calls will be sent if your extension is busy. An extension is considered busy if the Do Not Disturb button is active, if you reject a call, or if your phone has reached it's maximum number of simultaneous calls. *90 + number to forward on busy/dnd *90 to re enable forward on busy *91 to disable forward on busy 3. Forward No Answer Calls will be diverted to the no answer number if your phone is unanswered after the timeout has elapsed. If the destination is unreachable after 20 seconds, the call will then go to your voice mail. *92 + number to forward calls on no-answer *92 to re-enable forward on no-answer *93 to disable forward an no-answer 4. Forward Unavailable Calls will be diverted to this number if your extension is unreachable by our network. This provides a failure route in the case that your telephone is inoperable due to a utility outage or if it has been unplugged. *94 + number to forward calls on no-service *94 to re-enable forward on no-answer *95 to cancel forward on no-answer Page 14

5. Forward All Calls If this option is set, all calls will be directed to the number you enter. This number will be tried for 20 seconds before returning to your voice mail box. *72 + number to forward all calls *72 re-enable forwarding using last number set *73 disable forward all calls Forwarding Button If your phone has a button labelled Forward, you can press this button to use a menu based application to manage your forwarding rules. The menu option also gives you the ability to enable answer confirmation. Answer confirmation requires you to press 1 to accept the call when it is forwarded. If you do not press 1 within the timeout, the call will continue to the next step. If you do not have a forwarding button, but have a Services button, you can press Services, then select Applications, and choose the Forwarding application. Page 15

Caller Lists Received Calls Your telephone keeps track of recent incoming and outgoing calls. You can review this information, as well as dial and save numbers from these lists. Your telephone counts a call as missed if the phone rings but is not answered. If your phone is in a ring group, and another phone answers the call, your phone does not log this as missed. If the call proceeds to voice mail, or to another step, the call will display as missed. The display of missed calls, as well as the callers list itself may be disabled by customer service upon request. Incoming Calls: 1. Press Callers or Services>Callers List 2. Use the arrow keys to view incoming call details. Dialed Calls 1. Press or to show recently dialed call. 2. Use the arrow keys to scroll through previous calls. 3. Press,,or lift the handset to dial the currently selected number. If you wish to disable this option (on a phone in a public waiting room, for example), please contact your administrator. Page 16

Recording Your Calls For security, training, or liability reasons, you can record some, or all of your incoming and out going calls. To toggle this feature on and off, dial *1. It is also possible to have recording started in the routing phase of the call, allowing all calls to your company, or calls to a specific group (ie. technical support or sales) to be recorded. At the end of a recorded call, a file will be e-mailed to you with the recording. This e-mail address must be set by the administrator before this feature can be used. Call support to have this feature set up. Calls too big to e-mail stay on the system for 7 days and can be re-sent if needed. Please do not leave the recording feature enabled arbitrarily. Audio files are quite large, and e-mailing all your phone calls can quickly consume large amounts of space. If you have a legitimate need to record all phone conversations, please contact customer service so we can make appropriate delivery arrangements. Please note Calls answered using the pickup, directed pickup or ring group features are not recorded. Only calls that are transferred, or direct dialed will be recorded automatically. Dynamic Recording Press the record button on your phone to begin recording. Press the button again to stop recording. If you do not have a record button, call customer service to have one programmed. Caution Please take into consideration the legal and ethical implications of using this feature. Some jurisdictions require you notify the other party that they are being recorded. Page 17

Directory Your telephone has a built in directory function. This directory is pre-loaded with a list of numbers specific to your organization. This list can be customized by your administrator. You can also add your own entries to this list. Calling from the directory: 1. Press or the Directory soft key. 2. Press the first letter of the name you wish to find, or use the arrow keys to scroll through the list. 3. When you find the entry you wish to call, lift the handset, or press the hands free button. 4. To leave the directory without making a call, press release or use the Quit soft key. 5. Adding numbers to the directory: 1. Press (phones with an on screen directory key skip this step) 2. Press or Directory>Add New 3. Enter the phone number for this entry 4. Press or use the Save soft key. 5. Enter the name, using the keypad for text entry. This is similar to entering text on a cell phone. 6. Press You can also add numbers to the directory from the callers list, or from an active call by pressing or Copy when the information is being displayed. If you would like to set up an office-wide directory, please create a spreadsheet in CSV format, with the name in column 1 and the number (no punctuation) in column 2. Send this file to customer service, and we can load it into your phones. Page 18

Using a headset A proper telecom headset is a must for heavy telephone users, or anyone who needs to perform other tasks while using a telephone. You can use any Direct Connect telecom headsets that have an RJ-9 connector. Headset Installation 1. Plug the headset into the back of the phone, into the jack with a picture of a headset. 2. Press or 3. Choose Preferences Audio Mode and press enter. 4. Select the desired audio mode: 5. Speaker Uses only speaker phone mode 6. Speaker/Headset Uses speaker phone, then headset 7. Headset/Speaker Uses headset, then speaker phone 8. Headset Only uses the headset, disables speaker phone Headset Operation Use the hands free or button to answer or place calls. This performs the same function as lifting the handset. You can also use this button to transfer a call from the handset to the headset. Press the release button to hang up a call. Use the mute button to disable the headset microphone. You can press this button when you cough, or need to talk to an associate near by. Press the button a second time to re-activate the microphone. Wireless Headsets This feature is available only on the 6753i, 6755i, 6757i and 6739i. In addition to the headset audio cable, a DHSG or hook switch cable must also be connected between the phone and the headset. When a phone is configured to use a wireless headset, calls can be answered and ended by pressing a button on the headset. The headset will also beep if a new call comes in. Page 19

Bluetooth The 6739i also supports Bluetooth headsets. To use Bluetooth the phone's headset device must be set to Bluetooth 1. Press options 2. Press <Bluetooth> key 3. Optional use the Device Name field to assign a name to the Bluetooth device 4. Press <add new device> 5. Press <Search> to find a local Bluetooth headset. When a local Bluetooth has been found it will appear on the screen. 6. Select the device to begin pairing it with the phone 7. A screen will display with an enter PIN box use the key pad to enter a pin and press <OK>. The default PIN is 0000 if the phone does not accept this PIN. Consult your Bluetooth owners manual for the applicable PIN. 8. When pairing is complete this screen will display. Successful pairings display a green box; unsuccessful pairings display's a red box. 9. Use the <Bluetooth Status > key to turn the Bluetooth feature on or off 10.When active, the Bluetooth icon status bar of your phone. displays in the Page 20

V911 Emergency Calling vs. E911 Electrical power and Internet connection are required to operate your phone (make sure you have battery backup). If you are uncertain of your backup power status, or would like more information, please contact customer service. Since it is possible for your phone to be moved without informing anyone of an address change, the operator will confirm your location, and call-back number before transferring your call. It is important that your location information is up-todate with your VoIP provider. If, you are unable to speak during a 911 call the operator may assume the last registered address is your current location. Do not hang up if you have called by accident. If the operator does not receive a response, the message will still be passed to the PSAP and police may be dispatched. If your call is disconnected call back immediately. Know where an alternate system is in case of broadband internet outage and/or phone system unavailability. Page 21

Recording menu greetings Your organization account includes the ability to have callers greeted by an automated menu system during certain circumstances, such as after business hours, or when human receptionists are unavailable. Your administrator will configure the structure of these menus, and provide you with a map of their functions, so that you can record appropriate announcements for each one. Announcements can be recorded using the menu-recorder application, or if you wish, you can send us audio files of your recordings via e-mail or ftp. Please record files in 48KHz 16bit.wav format. Menus can be recorded in English or French. The appropriate messages will be used depending on the language assigned to the call. If you wish to have a fully bilingual system, record all messages in both languages. In your main menu, an option can be used to change the language preference. Each incoming number can default to a specific language, ie. Toronto numbers could be English, with Montreal numbers defaulting to French. Menu Recorder The menu recorder allows you to maintain ninety nine different messages that can be used in your menu system, or as informational announcements. Your administrator will give you a list of each recording's purpose. 1. From any authorized phone within your organization, dial 7007 for prompts in English, or 7006 for prompts in French. 2. Follow the voice prompts for instructions. 3. Enter the message number you wish to edit 4. To hear an existing recording, press 1. 5. To record or rerecord a message press 2. Begin speaking after the tone. Press any key to stop recording. 6. To playback your recording press 3, to save it press 9 and press # to exit. 7. Repeat for any additional recordings, press # to exit, or hang up. For example, message 1 could be a main greeting: Thank you for calling our company. If you know the Page 22

extension you wish to reach, please dial it now. Press 1 for our directory. Press 2 to leave a general message, or press 3 to hear our weekly specials. Message 2 could be a mailbox greeting: Please leave us a message with your name and phone number, and we will have one of our staff contact you as soon as possible. Message 3 could be updated every week with the current sale items. Other message recordings could be used for things like: After hours or holiday greetings (in place of the main greeting) Sub-menus for departments or special projects Voice mail greetings to be used for general voice mail or departmental mailboxes Hours and location, fax number, etc. Company directory (instead of dial by name) Note that message numbers and menu selections do not always correspond. Page 23

Menu Options Customer Service can configure your menu to the specific needs of your company. In order to serve you more effectively, we recommend that you create a flow chart or other list that includes details on how you would like the following options configured and email it to us at support@communicatefreely.net. Please note that the following list is not exhaustive. If you would like to request menu options not listed below please contact customer service. Greetings: Long Greeting, is the message file that plays announcing the options. If both a long and a short greeting are set, the long and short greetings are played one after the other. Then, only the short greeting is played if the caller wants to hear the menu again. This allows "Thank you for calling ABC Company" to be split, from "Press 1 for sales". If only the long greeting is set, it is used for everything. Timeout is how long the system will wait for an answer. Retries are how many times the menu will repeat if a caller does not complete a valid action. Extensions that are available to be dialed. Conferences that are available to be dialed. Feature codes that are accessible such as check voice mail etc. Other Available Codes can be specified. Possibilities include the following items: Transfer to an extension, or mailbox Ring a group of phones Execute a sub-menu Return to the previous menu Execute a route block Access the directory Page 24

Answering Modes Your call routing can be configured so that the behaviour changes based on a schedule, or when set to certain modes. For example, you may wish to have calls ring at reception during business hours, but go straight to a night menu outside of those times. When your office is closed, you may want an alternate greeting to play, that is specific to the holiday, or other reason for closing. Perhaps another staff member covers the phones when the receptionist is on lunch. When you plan your call routing and menu trees, consider some of these options, and make notes about when they would be used, and if any of them can be decided on a set schedule. The Day/Night menu tool is available on your phone, under the Services -> Applications menu. It is also possible to assign a button to this menu to access it more quickly. The tool presents you with the following choices: Automatic mode will choose one of the other modes based on a pre-set schedule. This schedule can be set by calling customer service. Day, Night, Lunch, Weekend, and Holiday modes will force a specific behaviour regardless of the time and day. If you want to close early, you can change to night mode ahead of time. Likewise, you can select Holiday mode when you close for the day, before a long weekend or other holiday period. This mode would play your holiday message to callers, and present them with appropriate menu options. These five options are simply labels for different modes. For some businesses, it may be more useful to define day as normal, with the other modes invoking special routing as needed. A good example would be a business that requires a staff member to be on call. Night mode might send emergencies to staff member A, while weekend mode would send emergency calls to staff member B. Page 25

Schedules Schedules can be created based on day of week, time of day, and day of the month. A schedule is used to automatically set the answering mode, based on the schedule criteria. As an example, mon-fri 09:00-17:00 could be defined as day, monfri 12:00 13:00 could be defined as lunch, with any calls outside that schedule defaulting to night. Schedule rules are only applied when the Answering Mode is set to auto. A defined set of schedule rules can then be applied to a routing block. Optional Ring Also mode for Extensions This feature allows other extensions to ring with a short ring splash whenever calls ring at your extension. This is useful if an assistant also answers your calls. The ring-also destination can be a single extension, or a ring group. Ring Groups Ring groups can be used to ring multiple phones simultaneously. Within a ring group, each phone can have a specific cadence, or distinctive ring. If a group member needs the ability to answer, but does not want a constant ringing phone, that extension can use the dr5 or group ring, which is a short ring splash that occurs only once per incoming call. There are three other distinctive ring patterns that can be used to identify which group a call is part of, especially when a user is assigned to more than one group. A button can optionally be configured on a phone that temporarily disables ring group membership. This is useful when a user only wants to take calls from the group at certain times. Page 26

System Codes There are a number of codes used for call handling, testing and administration purposes. They are listed as follows. 7000 or *98 Voice mail direct access *7000 Voice mail prompt for mailbox 7002 System Test Menu 7003 Direct Inward System Access 7006 Menu recording tool for French 7007 Menu recording tool for English *EXTENSION Intercom call to EXTENSION **EXTENSION Direct to voice mail at EXTENSION *1 Toggle call recording *8 Call Pickup 911 Emergency operator 0 Operator 611 Technical Support *67 Block outgoing caller ID *72 Forward All Calls *73 Cancel Forward All Calls *90 Forward on Busy *91 Cancel Forward on Busy *92 Forward on No Answer *93 Cancel Forward on No Answer *94 Forward on No Service *95 Cancel Forward on No Service Page 27

Troubleshooting There are a number of error messages that can appear on your telephone display. Here are their meanings, and possible remedies. Network Disconnected or No Network The phone's network connection has been disconnected. Check the Ethernet cable to see if it has been unplugged or damaged. No Service DHCP failed The phone could not obtain an IP address from your network. Check the Ethernet link, and verify that there is a working DHCP server on your network. If you wish to manually configure the IP settings for the phone, contact Technical Support for instructions. No Service The phone could not contact the server. Verify that the phone has Internet connectivity to the outside world. If you can verify that the phone has Internet service, but still displays this message, contact Technical Support. If you Internet is down, your phone will not work. Please resolve your Internet issues before contacting technical support. Unassigned or Blank (with time and date) The phone is not correctly provisioned. Write down the 12 digit MAC address (on a sticker on the back of the phone) and contact Technical Support. Phone is Completely Dark and Silent A physical problem exists with your network. If other phones are working, check the network cabling. Make sure that your phone is plugged into a PoE enable network port. If all phones in your office are dark, check that power is being supplied to your network switch. If you require on-site assistance, call Technical Support to arrange an appointment. Page 28

Support Information Customer service hours are from 9 AM to 5 PM Monday to Friday. Our system is monitored 24 hours per day, 365 days per year. If there is a system failure of some kind, our backup systems kick in, and a technician is notified immediately. During the transition to backup systems, there can be a brief interruption in service. If you you have an urgent need, if your phone isn't working or there is a significant impact to your business, the support telephone numbers have an option to reach the on-call technician. Please take some basic troubleshooting steps before you call technical support. Make sure that you have a working Internet connection, and your phone is plugged in correctly. Try restarting your phone. You can unplug and plug it back in, or press Options (wrench key), and navigate to restart phone. Restart phone is under the Phone Status menu on some models. Dial 611 Alternatively, 416-613-0220 (Toronto), 289-225-1220 (Port Perry), or 1-877-291-8647 (Toll-Free North America) can be used. Follow the prompts for Technical Support (Option 1). When technical support is available, you will be placed in queue to reach the first available technician. You may also press 0 to leave a message at any time. If no technicians are available at that time, you will be prompted to leave a message, or reach the on-call technician. The on-call technician option will take some basic details and dispatch the information to the technician's pager. Please make sure that you provide a call back number where the technician can reach you. Response times are usually within 30 minutes. Page 29