NEXTLEVEL INTERNET. NextLevel Voice Office Manager Guide

NEXTLEVEL INTERNET NextLevel Voice Office Manager Guide

N E X T L E V E L I N T E R N E T NextLevel Voice Office Manager Guide NextLevel Internet P.O. Box 502661 San Diego, CA 92150 Sales 858-836-0703 Support 858-836-0700 Fax 858-836-0706

Table of Contents C H A P T E R 1 - Getting Started Table of Contents Managing Your Account 1 Quickstart 1 How do I set up my account? 1 How do I change my password? 1 How do I check my voicemail? 1 C H A P T E R 2 - NextLevel Voice Portal Overview 2 Logging in to the Portal 2 Home Page 3 Active Calls 3 Call Graphs 4 Statistics 4 Users 4 Profile 4 Caller ID Information 6 Caller ID Information 6 Change Password 6 Answering Rules 6 Default Answering Rule 7 Ring for # seconds 7 Allow / Block 7 Add Rule 8 Edit Rule 8 Delete Rule 9 Voicemail 9 Phones 12 Add Phone 12 Conferences 13 Conference information 13 Conference options 13 Editing the conference 14 Call Queues 16 Call queue information 16 Call queue options 16 i Editing agents 18 Time Frames Page 20 Add Time Frame 21 Edit Time Frames 21 Music On Hold Page 21 Add Music 22 Settings (Introductory greeting) 22 Managing Music 22 Call History Page 23 Filter 23 Export 24 Profile Settings 24 Profile 26 Caller ID Information 26 Change Password 26 Signing out of the Portal 26 C H A P T E R 3 - NextLevel Phone Menu Setting Up Your Account 27 If you are using your own extension: 27 If you are at someone else s extension: 27 To Change Your Password: 28 To Change Your Greeting: 28 To Change Your Greeting: 28 Placing Calls 28 Dialing Internal Extensions 28 Retrieving Voicemail 28 From your VoIP phone: 28 From another VoIP phone on your network:28 From an outside phone: 29 Voicemail Menu 29 Voicemail Menu Tree Reference Diagram 30 C H A P T E R 4 - e911 Addendum Enhanced 911 Services 31 C H A P T E R 5 - Troubleshooting First Steps 33 Frequently Asked Questions 33 Editing call queues 17

G E T T I N G S T A R T E D Chapter 1 Getting Started Before you begin, make sure you have the following: 1. Your phone set up and working properly. 2. Your computer powered on with a working internet connection. 3. Your Voice Portal username and password (provided by NextLevel during installation). Managing Your Account Your account has a variety of settings that allow you to customize the way your phone functions. All of your account settings can be managed through the NextLevel Voice Portal and a large number of settings can be managed through the voicemail menu system. For instructions on using the NextLevel Voice Portal, proceed to Chapter 2. For instructions on setting up your account using the voicemail menu system, proceed to Chapter 3. Quickstart We recommend that you read the entire guide in order to learn how to use both the NextLevel Voice Portal and the Phone Menu, but if you have a specific question you d like answered simply click below to be sent to that section! How do I set up my account? How do I change my password? How do I check my voicemail? 1

N E X T L E V E L V O I C E P O R T A L Chapter 2 NextLevel Voice Portal Overview This chapter will walk you through how to sign in, navigate, and make changes to your phone using the NextLevel Voice Portal. Please note that this document assumes that your NextLevel Voice account is active, configured, and working correctly. Logging in to the Portal Use the following link to sign in to the NextLevel Voice Portal: https://nms.mynlv.com/portal/ 2

1. In the Login Name field, enter your phone s extension in the following format: extension@domain, where extension is your phone line and domain is some variant of your company name (e.g. 1000@nextlevel). This information will be provided to you by NextLevel during your installation. 2. In the Password field, enter your phone s password, also known as your PIN. Your password will be provided to you by NextLevel during your installation. 3. Click the Log In button to access your NextLevel Voice account. Home Page Once you have signed in, you will be taken to the home page for your domain. On this page, you will get an overview of domain activity with the following sections: 1) Active Calls This section provides an overview of all currently active calls including who they are from, the number dialed, who they call is to, and the duration until this point. 3

2) Call Graphs This section provides a visual overview of your call history. a) Calls Per Hour (last 24 hours) This graph will display your calls in the last hour, with number of calls along the Y axis and time along the X axis. b) Calls Per Day (last 10 days) - This graph will display your calls in the last day, with number of calls along the Y axis and time along the X axis 3) Statistics General statistics on your domain are displayed in the window on the right. Active Calls This is the number of current active calls in your domain. Users This is the current number of users in your domain. Registered Devices This is the current number of active phones in your domain. Total Devices This is the total number of phones (both active and inactive) in your domain. Calls Today This is the total number of calls today. Total Minutes Today This is the total duration of calls today in minutes. Avg. Talk Time This is the average talk time of calls made by your entire domain. Users The users page is where you can look at and manage your users, including their profile settings, voicemail and answering rules. On the main page you can filter for users and select one to edit. Users are listed on this page with one user per row. If you select a user you will be taken to a new page with options to edit that user s settings. Profile To change your account settings, click the Profile link at the top of the page. A new window will appear where you can change the following user settings: 4

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1) Caller ID Information First Name Your real first name. Last Name Your real last name. Login Name This cannot be changed. Timezone The time zone that you are in. This affects times that are displayed, for example in time frames and call history. Email Address(es) Voicemails will be sent to this email address, if enabled. To change voicemail-to-email settings, see Unified Messaging on page 6. Directory Options: o Announce in Audio Directory This sets whether callers can reach your extension from the phone menu by entering the first digits of your last name. o List in Directory This sets whether other users can see your extension in the contacts page. 2) Caller ID Information Area Code The area code that will be assumed when you dial a seven-digit number. Caller ID The number that people will see when you call them. 3) Change Password Your Password (or PIN) is used to log in to the portal and to check your voicemail from your phone. To change it, enter your new password in both the New Password and Confirm New Password fields. Your password must contain only numbers and be at least five digits long. If you do not wish to change your password, leave these fields blank. Once you have made the desired changes, click Save. Answering Rules The answering rules page is where you can configure your user s forwarding rules. The options for forwarding are very customizable, allowing you to configure time frames, forward calls always or when you don t answer, forward to voicemail, ring multiple extensions, or simply enable do not disturb. 6

1) Default Answering Rule The default answering rule contains the Default setting for each of your answering rules. Please note that these settings that are active if you make no changes to your answering rules. This rule can be edited to your personal tastes, and will determine the default behavior of your extension. In addition to your default rule, you are able to add more rules in the future for specific purposes, such as business hours, holidays, vacations, or events. Please note that only one rule can be active at any given time. In order to change which rule is active, simply drag it to the top of the list by clicking on the arrow symbol to the left of the rule and dragging it. The rule that is currently in use will show Active next to its name. 2) Ring for # seconds This dropdown menu allows you to customize how many seconds your phone will ring before sending the call to voicemail or following a Call Forwarding/When unanswered rule. For reference, one standard ring is approximately 5 seconds. 3) Allow / Block The Allow / Block button will open a new menu that allows you to allow or block specific numbers. Please note that you must include the area code. To allow a specific number, enter it in the Allowed Numbers field and press the + button. To block a specific number, in the Blocked Numbers field and press the + button. To remove numbers from your allowed or blocked list, click the X button to the right of the number.- To block all calls from anonymous or unknown callers simply check the Block anonymous or unknown box. When you are finished click the Done button. 7

4) Add Rule To add a new answering rule, simply click the Add Rule button. This will open a new menu that allows you to customize your new rule with the following options: Time Frame Here you can select the time frame when this rule applies. Information on time frames can be found on page 9. Do not disturb This will enable do not disturb (DND) which will prevent you from receiving calls, which will be automatically sent to your voicemail. Call Filtering/Call screening This will prompt the call to record his/her name, you will be notified of the caller s name and will have the option to answer, send the call to voicemail or reject the call. Call Forwarding These options will forward the call to the destination you enter. It is possible to forward to multiple locations by entering them in order separated by spaces. o Always This will forward automatically, your phone will not ring. o When busy This will forward when your phone is busy. o When unanswered This will forward instead of going to your voicemail; your phone rings until your timeout is reached and then the call is forwarded. o When offline This will forward when your phone is turned off or has no internet connection. Simultaneous ring This setting allows you to ring multiple phones at the same time when a call comes in. Any phone listed in the box below is included. o Include user s extension This setting rings the phone you are logged in as. o Ring all user s phones This setting rings all of the phones you own. Just ring user s extension This setting will limit ringing to the phone you are logged in as. 5) Edit Rule To edit an existing rule, hover your mouse over the rule itself and click the Edit button on the right side of the screen. This will open a new menu that allows you to customize the selected rule in the same way as when adding a new rule. 8

6) Delete Rule To delete an existing rule, hover your mouse over the rule and click the Delete button on the right side of the row. Then click Delete in the box that pops up. Voicemail Under the settings tab, you can customize your voicemail organization, your greeting, and your email settings. 1) Inbox: These settings adjust voicemail playback when you check your voicemail from your phone: Sort voicemail inbox by latest first This will play your most recent voicemail first, followed by voicemails that were left earlier. 9

Announce voicemail received time - This will announce the time that the voicemail was received before the message plays. Announce incoming call ID This will announce the caller before the message plays. Number of Messages this displays the current number of new voicemails for the user. Please note that the Clear messages link with delete all of user s messages permanently. 2) Data: Limit This displays the maximum storage for the user s voicemail box. Used This displays the current amount of storage used for the user s voicemail box. Please note that the Clear data link will delete all of the user s voicemail box data permanently. 3) Greetings: These settings allow you to easily record, manage, and listen to the various greetings played when callers reach your voicemail: a) Voicemail Greeting is the message that callers will hear when they reach your voicemail. You can select one of your greetings from the dropdown. To listen to your greeting, click the triangular button to the right of the dropdown. To add a new greeting, click the speaker button to the right of the dropdown. This opens a dialog box. Click the Add Greeting button and you may now select whether to upload a file from your computer or record a new greeting by having the system call your extension. o To upload a new greeting, select Upload and then click the Browse button and select the audio file. Now provide the greeting with a unique name by filling out the Greeting Name field. Next, click the Upload button, and click Add Greeting when done. o To record a new greeting, select Record and then enter the phone number or extension where you wish to be called. Now provide the greeting with a unique name by filling out the Greeting Name field. Next, click the Call and Save button and follow the prompts to record a new greeting. 10

b) Recorded Name is the name the caller will hear when reaching your voicemail box. To listen to your name, simply click the triangular button to the right of Recorded Name. To change the recorded name, click the speaker button to the right of Recorded Name. This opens a new window where you can select whether to upload a file from your computer or record a new name by having the system call your extension. o To upload a new name, select Upload and then click the Browse button and select the audio file. Next, click the Upload button. o To record a new name, select Record and then enter the phone number or extension where you wish to be called. Next, click the Call button and follow the prompts to record a new name. 4) Unified Messaging: These settings allow you to send your voicemails to the email address you have configured for your extension, either as a link or attached as a file. To set your email address, please see Profile Settings on page 12. Email Notification From the dropdown menu, select the format in which you wish to receive the voicemail: None You will not receive your voicemails by email. Send w/ hyperlink Recommended. You will receive an email with a link to listen to your voicemail online. You will need an internet connection to listen to it. Send w/ brief hyperlink The same as above, but the email is text-only. Good for checking from a phone. Send w/ attachment You will receive an email with your voicemail attached as a.wav file. Convenient for local, offline listening and storage, but uses more storage space in your email. You also have the option of what to do with the voicemail in your NextLevel voicemail box: o leave as new The voicemail remains in the New category (inbox) until you move it via the portal or the phone menu. You will continue to see the voicemail indicator on your phone until you do so. 11

o move to saved The voicemail is automatically sent the message to the Saved section, where it will remain for you to access later. o move to trash The voicemail is sent to message to the Trash messages section temporarily, after which it will be automatically and permanently deleted. Send w/ brief attachment The same as above, but the email is text-only. The attachment is the same. You also have the same options for what to do with the voicemail. Phones The phones page is where you can configure phones with your extension(s). If you have clones of your extensions, this is where you can assign them to physical phones or softphones. 1) Add Phone In order to add a phone, click the Add Phone button on the top right corner of the page. A new window will appear where you can enter a name for the phone and select the model. For more information on the phone options, see below: a) Model This is the model of your phone. If you are adding a softphone on your computer or smart phone, then select Manual or Softphone. If you are adding a physical phone, simply look on the back of the phone itself and find the phone label (usually near the barcode) which specifies the exact model. b) MAC Address This is the unique ID of your phone, meaning there is only one of this specific MAC address in existence. This is usually found on the phone itself, usually printed on a label on the back. A MAC address is a 12 digit series of letters and numbers. c) Line number on Phone This is the line on your phone where you wish to add your extension. Select the dropdown and choose the line number. This is usually line 1. 12

Conferences 2) Edit Phone In order to edit an existing phone, hover your mouse over the contact in question and press the Edit button on the right. A window will appear where you can change the phone s information. When you are done, click Save. The conferences page is where you can view and customize your organization s conference rooms. This page allows you to edit the name, PIN, minimum number of participants, along with a number of other customizations. 1) Conference information Name This is the name of the conference, which can be customized for your personal reference. You can edit the conference by click on this name, for more information see section 3 below. Owner The owner is the extension number that can be dialed to reach the conference. Participants This will display how many participants are currently in the conference. You can click on the number to display more information about each caller, which will appear in a new window. Minimum to Start This number indicates the minimum number of participants required for the conference to begin. Before this number is reached participants will hear hold music or other audio that has been configured for the conference. Leader Required This indicates whether a leader is required to start the conference. A X indicates a leader is not required, while a Check indicates that a leader is required. Request Name This indicates whether the participant is prompted to record their name when entering the conference. A X indicates the participant will be prompted for them name, while a Check indicates that the participant will not be prompted for their name. Names plan when participants enter or leave the conference. 2) Conference options Reports This button will bring up a new window displaying the recent conferences, complete with their date, duration and participants. 13

Edit This button allows you to edit features your conference. See Editing the conference below for more details. Delete This button allows you to delete your conference. Please note that deletion is permanent and NextLevel must be contacted to re-created any deleted features. 3) Editing the conference In order to make changes to the conference, simply click on the conference name or the edit button to the right of the conference in question. Editing a conference allows you customize various functions, such as name, PIN minimum number of participants, and whether to record participant names. a) Name Customize the name of your conference to help identify it and differentiate it from other extensions in your phone system. 14

b) Leader PIN You have the option to enter a PIN to protect your conference from unauthorized use. Each participant will be prompted for the PIN upon connecting to the conference. Leaving this blank will allow anyone to access your conference. The leader PIN gives you special control over the conference by using the follow star codes: c) Participant PIN - You have the option to enter a PIN to protect your conference from unauthorized use. Each participant will be prompted for the PIN upon connecting to the conference. Leaving this blank will allow anyone to access your conference d) Minimum participants to start This number indicates the minimum number of participants required for the conference to begin. Before this number is reached participants will hear hold music or other audio that has been configured for the conference. e) Options: Require a Leader to start This option allows you to toggle whether a leader is required to start. A leader is any participant that uses the leader PIN to enter the conference. Prompt all participants for their name This option allows you to toggle whether participants are prompted to record their name when they enter the conference. This 15

Call Queues name will be played when the participants enters or leaves the conference if the below option is enabled. Announce participant arrival/departures This option allows you to toggle whether announcements are played when a participants enters or leaves the conference. If you selected the option above, the participants name will be played along with the message. The call queues page is where you can view and customize your organization s call queues. This page allows you to edit the functionality of each queue, such as how it directs calls, the time settings, and which agents are in each queue. 1) Call queue information Name This is the name of the call queue, which can be customized for your personal reference. You can edit the call queue by clicking on the name. For more information, see the Editing call queues section below. Owner The owner is the extension number that can be dialed to reach the call queue. Type This will display the type of logic the call queue will use to route calls. For more information, see the Editing call queues section below. Callers in Queue This number indicates the current number of callers in the call queue. Agents (Available) This indicates the number of agents that are a member of the queue. The first number represents the total number of agents, and the number in parenthesis represents how many of those agents are currently available. 2) Call queue options Edit Agents This button will bring up a new window displaying the agents within the selected queue, along with options to edit them. For more information, see Editing Agents. 16

Edit Queue This button allows you to edit features your call queue. For more information see Editing Call Queues below. Delete This button allows you to delete your call queue. Please note that deletion is permanent and NextLevel must be contacted to re-created any deleted features. 3) Editing call queues In order to make changes to the call queue, simply click on the call queue name or the edit button to the right of the call queue in question. Editing a call queue allows you customize various functions, such as name, type of call routing, ring timeouts and max queue times. a) Name You can customize the name of your call queue to help identify it and differentiate it from other extensions in your phone system. 17

b) Type This option allows you to select between different ways for your call queue to route calls. Round-Robin This type will distribute calls most fairly, it sends calls to the agent who s been available the longest. Linear This type will distribute calls in order, it sends calls to agent by Order starting with 1. Ring All This type will ring all agents simultaneously, the first agent to answer gets the call. Call Park This type will allow you to park calls when you transfer to it, playing music on hold for the caller until the call is retrieved. c) Agent Ring Timeout (sec) This slider allows you to customize the amount of time (in seconds) that each agent will ring before the queue moves on to the next agent. d) Agents to Ring Initially This slider allows you to customize the number of agents to ring during the first round if you are using the Ring All type. e) Agents to Add After Timeout This slider allows you to customize how many agents to add to the queue after the timeout (above) is reached. f) Max Time (min) This slider allows you to customize the maximum amount of time (in minutes) that a caller can remain in the queue. g) Expected Max Wait (sec) This slider determines the expected maximum time (in seconds) that a caller can remain in the queue. h) Max Queue Length This slider determines the maximum numbers of callers that can be in the queue simultaneously. 4) Editing agents In order to make changes to the agents in a queue simply click the Edit Agents button to the right of the queue. A new window will appear which allows you to add new agents, remove existing agents or customize existing agent s options. 18

a) Presence This icon will indicate the status of the agent, each color represents a different state: Green A green icon indicates that the agent is available to take calls. Red A red icon indicates that the agent is unavailable to take calls. Gray A gray icon indicates that the agent s phone is not registered, either it is unplugged or has no internet connection. b) Agent information This row displays the settings for each agent, details on each column below: Agent This column displays the agent s name. Phone This column displays the agent s extension. Auto Answer This column indicates whether auto answer is on (Yes) or off (No). Auto answer causes the agent s phone to pick up automatically when it receives a call instead of ringing. Wrap-up Time This column indicates the amount of time (in seconds) that an agent has after a call before they are eligible to receive another call. Wrap-up time is frequently used for training, or to allow an agent to write a disposition. Max Calls This column indicates the maximum number of calls an agent can take at any given time. c) Edit Agent Agent Phone This field displays the agent you editing. You can enter another agent in this field to change which agent s settings you are editing. 19

Status This dropdown allows you to select the agent s current status within the queue, details on each status below: i. Offline This status indicates the agent is in the queue but not eligible to take calls. The queue will skip over the agent as long as they are Offline. ii. Online This status indicates the agent is in the queue and eligible to take calls. The queue will consider the agent when routing calls based on its type. iii. Online: One Call - Wrap up time (sec) The wrap up time acts as a buffer, after you finish a call you will not be eligible to receive another until your wrap up time has expired. This is especially useful if you have tickets or dispositions and allows you to customize agents settings based on their speed. Max Simultaneous Calls This indicates the maximum number of simultaneous calls the agent can receive from this queue only. The agent will, however, be able to receive calls from other queues or extensions. Queue priority for agent This indicates the priority of the agent between their various queues. This only has an effect if the agent is in multiple queues, if they are then they will preferentially receive calls from the queue with the lowest priority. Request Confirmation This allows the agent to receive a confirmation where they can accept or reject an incoming call. Auto Answer This setting will enable or disable auto answer. When enabled the agent s phone will not ring, rather it automatically answers when a call is sent to it. This is only recommended in high-volume call centers. d) Delete Agent - This button allows you to delete the agent. Please note that deletion is permanent and NextLevel must be contacted to re-created any deleted features. Time Frames Page The time frames page is where you can configure times for your phone s answering rules, see page 7. You can set custom times when your phone will behave differently, such as during a holiday, vacation or after business hours. 20

1) Add Time Frame To add a time frame, click the Add Time Frame button on the top right corner of the page. A new window will appear where you can name and define the new time frames. For more information on the time frame options, see below: a) Always (or when no other rules applies) This time frame will function whenever a more specific time frame does not apply. You can think of this as the default time frame. b) Certain days of the week and times This time frame allows you to customize blocks of time for the week, for example Monday to Friday, 8:00 am to 5:00 pm. This is best used to create time frames for your work week and weekends. c) Specific dates or ranges This time frame allows you to customize specific dates, for example an entire week from January 1st to January 7th. This is best used to create time frames for your holidays. You will notice the + button to the right of the date ranges; this allows you to add multiple ranges for the time frame. Once you have named and created a desired time frame, it will not be put into use unless you apply it to one of your answering rules. For more information on answering rules, see page 7. 2) Edit Time Frames In order to edit an existing time frame, hover your mouse over the contact in question and press the Edit button on the right. A window will appear allow you to change the time frame s information. When you are done, click Save. Music On Hold Page The music on hold page is where you can upload and configure the sound files that will play when you put someone on hold. Please be aware that you must have the rights to any music files you upload. NextLevel will not be responsible for any violations of this policy. 21

1) Add Music In order to add a phone, click the Add Music button on the top right corner of the page. A new window will appear where you can browse your computer for the music file. The compatible file formats are.wav and.mp3. Once you are done uploading and naming the file, click Upload. 2) Settings (Introductory greeting) An introductory greeting is an audio file that plays once, before the rest of your music on hold. This is useful for advertisements. In order to set up an introductory greeting, click the Settings button. A window will pop up where you can check Play introductory greetingand select the method to add the new greeting: To upload a new greeting, select Upload and then click the Browse button and select the audio file. Now provide the greeting with a unique name by filling out the Greeting Name field. Once selected and named, click the Save button. To record a new greeting, select Record and then enter the phone number or extension where you wish to be called. Now provide the greeting with a unique name by filling out the Greeting Name field. Once entered and named, click the Save button. Answer the call and follow the prompts to record your greeting. To deactivate your introductory greeting, uncheck Play introductory greeting and click the Save button. 3) Managing Music Each song appears as a line in the list. Each line contains the following: a) Song information: For each song, you can see the name you gave it, the duration, and the size of the file. b) Listen to a song: To play a song, simply click the triangular Play button to the left of the line. c) Song options: Hover your mouse cursor over a song for additional options. You will see three buttons appear to the right: 22

o Download This button will download the song to your computer as a.wav file. o Edit name This button will pop up a window where you can change the displayed name of the song. o Delete This button will remove the song completely. It cannot be recovered. d) To change the order in which the songs play, drag the arrow icons on the left of the line up or down. The files will play in order, starting from the top, then repeat, starting from the top again. (If you have an introductory greeting uploaded, it will only place play once, when the caller is first put on hold). Call History Page The call history page is where you can view all calls to and from your extension. The calls are listed in chronological order, with the most recent near the top. You can change the number of calls displayed on the page by selecting a new size (25, 50, 100). 1) Filter By default, call history displays all calls to and from your phone in the last three days. If you would like to find a specific call or set of calls, you can easily filter your call history for calls of a certain 23

description. Click on the Filters button and a window will appear that allows you to configure the following filter settings: Date Range This setting allows you to set a range of dates, and all calls within that period will be displayed. The current date range is displayed next to the Filters button on the call history page. Dialed Number This setting allows you to filter by the number the caller dialed, and all calls to that number will be displayed. Call Type This setting allows you to filter by the type of call: 2) Export o Inbound This includes all calls to your phone. o Outbound This includes all calls from your phone. o Missed This includes all calls to your phone that were not picked up. You can easily export your call history for reference or to manipulate the call data. To export your call history, first set the filters as described above. Next, click the Export button. A window will pop up where you can select whether to Open or Save the file. The file will be in.csv format, which you can open with Excel. It will contain only the calls that are matched by your current filter. Profile Settings To change your account settings, click the Profile link at the top of the page. A new window will appear where you can change the following user settings: 24

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4) Profile First Name Your real first name. Last Name Your real last name. Login Name This cannot be changed. Timezone The time zone that you are in. This affects times that are displayed, for example in time frames and call history. Email Address(es) Voicemails will be sent to this email address, if enabled. To change voicemail-to-email settings, see Unified Messaging on page 6. Directory Options o Announce in Audio Directory This sets whether callers can reach your extension from the phone menu by entering the first digits of your last name. o List in Directory This sets whether other users can see your extension in the contacts page. 5) Caller ID Information Area Code The area code that will be assumed when you dial a seven-digit number. Caller ID The number that people will see when you call them. 6) Change Password Your Password (or PIN) is used to log in to the portal and to check your voicemail from your phone. To change it, enter your new password in both the New Password and Confirm New Password fields. Your password must contain only numbers and be at least five digits long. If you do not wish to change your password, leave these fields blank. Once you have made the desired changes, click Save. Signing out of the Portal To sign out of the NextLevel Voice portal, click the Sign Out link at the top right of the page. Be sure to sign out of the portal when you are done to prevent unauthorized access to your account. 26

N E X T L E V E L V O I C E P H O N E M E N U Chapter 3 NextLevel Voice Phone Menu Setting Up Your Account If have not set up your account using the NextLevel User Portal, you can do so for the first time from your VoIP phone or another VoIP phone within your network.. There are three steps to the initial configuration of your account: 1. Record your name. 2. Change your password. 3. Record at least one greeting. Your password (or PIN) is the code you will use to access both your voicemail and the password you use when logging into the NextLevel User Portal. In order to set up your account using your NextLevel phone follow the instructions below: If you are using your own extension: 1. Press the Messages or Voicemail key on your phone or dial 5001. 2. When prompted, enter your password followed by the # key. 3. If this is your first time checking your voicemail, you will be prompted to record your name. When you are finished, press the # key. If you are at someone else s extension: 1. Dial 5001. 2. When prompted, enter your extension number followed by the # key. 3. When prompted, enter your password followed by the # key. 4. If this is your first time checking your voicemail, you will be prompted to record your name. When you are finished, press the # key. 27

N E X T L E V E L V O I C E P H O N E M E N U To Change Your Password: 1. Press 5 on your phone to enter the Options Menu. 2. Press 1 to change your password and then follow the audio instructions to enter your new password followed by the # key. Passwords must be at least five digits long. To Change Your Greeting: 1. While in the Options Menu, press 2 and then follow the audio instructions to enter your new password followed by the # key. Passwords must be at least five digits long. To Change Your Greeting: 1. Press # to go back to the Main Menu. 2. Press 6 to enter the Greetings Menu. 3. Press 1 and follow the audio instructions to record a greeting. 4. Press 3 to set the greeting as your default greeting. Placing Calls Please refer to your phone vendor s manual for instructions on how to use the various features specific to your phone model. Dialing Internal Extensions Internal extensions are usually four digits long and can be reached by simply dialing them. All users on your system, regardless of their location, can be reached through their four-digit extension. Retrieving Voicemail Your voicemail is accessible from any phone or through the web portal. For instructions on using the portal, refer to Chapter 2. From your VoIP phone: 1. Press the Messages or Voicemail key on your phone, or dial 5001. 2. When prompted, enter your password. From another VoIP phone on your network: 1. Dial 5000. 2. When prompted, enter your extension number followed by the # key. 28

N E X T L E V E L V O I C E P H O N E M E N U 3. When prompted, enter your password followed by the # key. From an outside phone: 1. Dial your phone number. 2. Wait for your extension to go to voicemail. 3. When your voicemail message plays, press *. 4. When prompted for your password, enter it followed by the # key. Voicemail Menu Once you have accessed your voicemail, the voicemail menu gives you access to your voicemail and a variety of configuration options that allow you to customize the way your account behaves. You may want to reference the following diagram to navigate the menu more easily. 29

N E X T L E V E L V O I C E P H O N E M E N U Voicemail Menu Tree Reference Diagram Voice Mail Menu Tree Voice Mail 1 New Messages 2 Saved Messages 3 Send Message 4 Set Call Forwarding 5 Account Settings 6 Greetings (see note 4) 7 Deleted Messages From any menu 1 Save During Message Playback 1 To Mailbox (see note 3) 1 Set Password 1 Record Greeting 1 Copy to Saved Messages * Previous Menu 2 Replay 3 Forward to User 4 Delete 5 Skip 7 Rewind 8 Pause/ Resume 9 Fast Forward 2 Alternate Device 3 Enable/Disable Call Fowarding 4 Forward to Here (see note 5) 2 Record Name 3 Enable/Disable E-mail Notifications 2 Review Greeting 3 Select Greeting 2 Replay 5 Skip # Done with Current Action 5 Skip 6 Reply (see note 1) 7 Rewind 8 Pause/Resume 1 To Individuals (see note 2) 2 To All 3 To Defined Groups Note 1: You can only reply to a local extension. Note 2: Each user extension entered is delimited by the # sign. Note 3: Same as the do not disturb feature (DnD). Note 4: You can record up to six greetings per user. Note 5: Forward all calls to the phone number you care calling from. 9 Fast Forward 30

N E X T L E V E L V O I C E E 9 1 1 A D D E N D U M Chapter 4 E911 Addendum Enhanced 911 Services NextLevel Voice provides limited emergency 911 services to your VoIP phones. Please read the following information so you are aware of the limitations of your 911 service: 1. NextLevelVoice 911 SERVICES MAY NOT OPERATE DURING A POWER OUTAGE. In the event of a power outage, your phones and networking equipment may lose power causing a loss of voice and data, including access to 911 services. Once power has been restored, you may be required to reset or reconfigure your equipment before you will be able to use NextLevelVoice to contact 911 services. You are responsible for providing an uninterruptible backup power supply if you wish to ensure continued operation of electrical equipment in the event of a power outage. 2. NextLevel Voice 911 SERVICES WILL NOT OPERATE IF YOUR BROADBAND CONNECTION IS DISRUPTED OR YOUR SERVICE HAS BEEN SUSPENDED FOR ANY REASON, INCLUDING, FOR EXAMPLE, NON-PAYMENT. Once your broadband connection has been restored, you may be required to reset or reconfigure your equipment before you will be able to use NextLevel Voice to contact 911 services. 3. YOU MUST PROVIDE NextLevel Voice WITH YOUR CORRECT SERVICE ADDRESS OR 911 CALLS MADE OVER NextLevelVoice SERVICES MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU. If you notice that the service address information identified in your contract or bill is inaccurate, you can make corrections by calling NextLevel Voice support at 858-836-0700, Monday through Friday, during the hours of 8am to 6pm PDT. 4. 911 CALLS MADE OVER NextLevel Voice SERVICES MAY NOT COMPLETE OR MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU IF YOU DISABLE, DAMAGE, OR MOVE YOUR VOIP PHONE TO A LOCATION OTHER THAN THE ONE PROVIDED WHEN SERVICE WAS INITIATED. If you wish to move to a new service address or report damage to your VoIP equipment, please call either your sales representative or NextLevel Voice support at 858-836-0700, Monday through Friday, during the hours of 8am to 6pm PDT. 31

A D D E N D U M 5. 911 CALLS MADE OVER NextLevel Voice SERVICES MAY BE DELAYED OR DROPPED DUE TO NETWORK ARCHITECTURE. Due to network congestion or problems, calls to 911 services made using your NextLevel Voice service may be dropped, in which case you will not be connected to emergency services, or your 911 calls may take longer to connect than 911 calls made using traditional telephone services. IN ADDITION, NextLevel Voice RECOMMENDS THAT YOU MAINTAIN AN ALTERNATE MEANS OF CONTACTING 911 SERVICES IN THE EVENT OF AN EMERGENCY. You will receive from NextLevel Voice a set of stickers explaining when 911 service may not be available. Please place the stickers on or near the equipment you use to access NextLevel Voice services to alert users of alternate means of contacting 911 in the event of an emergency. If you need additional stickers, please contact NextLevel Voice support at 858-836-0700, Monday through Friday, during the hours of 8am to 6pm PDT. 32

T R O U B L E S H O O T I N G N E X T L E V E L V O I C E Chapter 5 Troubleshooting First Steps If you are experiencing trouble using your VoIP phone, please refer to the following basic troubleshooting steps before contacting NextLevel Voice support: 1. Check to make sure that your VoIP phone has power and network connectivity. Are all the cables plugged firmly into the back of the phone? Are the lights on the phone lighting up? Is the screen displaying an error message? 2. Find out if anyone else in your office is experiencing trouble with their VoIP phone. 3. Check to make sure that your broadband Internet connection is up and working correctly. Can you access websites on your computer? Are any other network or internet resources malfunctioning? 4. If your network has a firewall, verify that it is functioning correctly. You may want to ask your IT staff about this. Frequently Asked Questions Q: I m experiencing a problem with my NextLevel Voice service. Who can I contact for support? A: Please direct all NextLevel Voice issues first to your company s Single Point of Contact. Your company s Single Point of Contact is the only person on your account who is authorized to contact NextLevel Voice for support issues. 33

T R O U B L E S H O O T I N G Q: Will my fax machine, postage meter, teletype terminal or other data device work with NextLevel Voice? A: While there are data devices that may function over the NextLevel Voice system, NextLevel Voice does not officially support anything other than voice traffic over its service. Q: Puppies? A: No; kittens. Q: Will my VoIP phone work during a power outage? A: Your VoIP phone requires both your broadband Internet connection and power to function. In order to have NextLevel Voice service during a power outage, you will need to ensure that your phone and networking equipment have a backup power source. Q: If I turn on forwarding for my account through the web interface and also on my phone, which setting has precedence? A: The forwarding option you configure through the web interface will take precedence over forwarding done directly on your VoIP phone. Q: I m using my phone on a non-nextlevel Internet broadband connection and experiencing call quality issues. What can I do? A: If you are not on a NextLevel Internet broadband connection you will need to contact your Internet service provider for any connectivity issues. Q: How do I enable or disable the do-not-disturb feature on my phone? Q: How do I reboot my phone? Q: How do I put a call on hold? Q: How do I transfer a call? Q: How do I set up a three-way call? 34

T R O U B L E S H O O T I N G Q: How can I change my phone s settings? A: Please refer to your phone s documentation for instructions on how to configure it. 35