FAQs User Support. These FAQs are designed to help guide you common Cloud PBX queries. The Service:

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Marianna Poole
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1 These FAQs are designed to help guide you common Cloud PBX queries. The Service: How do I add/remove colleagues to our service? Please contact your Account Manager. I ve heard that there is a Call Recording service on the Cloud PBX. How does it work and what do I need to do to get it? Yes, JT has the ability to record calls generated and received by extensions and mobile using JT client on the PBX. The service is currently undergoing system testing and will be released in the near future. Please register your interest with your Account Manager. Most Cloud PBX services support VoIP calls, can yours? Yes, although at this stage JT are working on the integration of industry standard VoIP software into the Cloud PBX Applications. A range of VoIP software clients have been tested with the Cloud PBX. The following free clients have been tested but JT cannot guarantee or support their operation:- Laptop based clients: Zoiper, Counterpath X-Lite Mobile: Zoiper, Linphone I m not able to dial certain numbers, why is that and what can I do? Occasionally JT will block certain numbers if they appear to be fraudulent. In addition your administrator may have setup a Blacklist of numbers. Please refer to your Administrator who will contact JT SMC if the number is not on his Blacklist. I am moving desk, what should I do? You need to move your phone with you. Your phone is specially programmed with your personal settings. You may need to speak to your IT team or IT representative to help you with this. If they are unable to do this for you, or need further assistance they can raise a support call with JT SMC. I used to be able to pickup my colleague s calls, can I still do this? What do I need to do? You will need to speak with either your IT team or IT representative if you do not have a full time team. Depending on the setup of your system they may be able to make this change for you, or they will need to contact JT SMC for assistance. JT SMC will usually be able to make this type of change for you remotely and will not need to send an engineer to site. How do I get my mobile phone numbers into my JT Cloud App address book? From your mobile App enter Contacts and Phone. From the Android mobile select the refresh symbol and from the iphone drag the screen down from the top. This will populate the contacts from your Phones directory or will refresh the contacts list. We used to be able to setup speed dials to frequently used numbers, can we still do this? What do we need to do? You will need to speak with your Administrator. Depending on the setup of your system they may be able to make this change for you, or they will need to contact JT SMC for assistance. JT SMC will usually be able to make this type of change for you remotely and will not need to send an engineer to site. If I am at my desk can I stop my mobile phone ringing too? The JT Cloud PBX will always ring all of your registered devices. If you need a device to be removed for a period of time then you will need to speak with your Administrator. They will need to contact JT SMC for assistance and they will already have instructions

2 on how to do this. JT SMC will usually be able to make this type of change for you remotely and will not need to send an engineer to site. I need to work from home, can you help me with that? Yes, with JT Cloud PBX you can work from virtually anywhere. All you need is a working telephone line, be it your home phone, hotel room (via an Internet connection), mobile, or any line that can make and receive calls. You will need to speak with your Administrator who, if necessary, will need to contact JT SMC for assistance and will already have instructions on how to do this. JT SMC will usually be able to make this type of change for you remotely and will not need to send an engineer to your home. You may need to request authorisation from someone within your business to do this as additional charges may be incurred. I am traveling and staying in a hotel where there is no mobile signal, what should I do? Firstly you will need to have a JT Cloud PBX mobile licence and have installed a VoIP SIP client. Details of these options are available from your Account Manager. Most hotels have WiFi services and if this is the case you can continue to use your JT Cloud PBX service. Select your VoIP SIP Client and Register it on the JT Cloud PBX service. Open your JT Mobile App and all incoming outgoing calls will operate through the VoIP SIP client. I used to have a button on my phone that showed if a colleague was busy, can I still do this, what do I need to do? No, this is not possible on your deskphone but visibility of your colleagues status is available on your Desktop App, your Switchboard App and your mobile App. I used to have two (or more) lines on my phones, can I still do this, what do I need to do? Yes you can have multiple lines. The number of lines will depend on the make and model of handset you have. You will need to contact your Administrator for assistance. My phone is saying there is an update for the App available, should I download it? It is important to read the release notes before updating your App. This is because older handsets and older versions of the handset operating systems become unsupported. By updating you may lose the ability to use your JT Cloud PBX features. How do I get support on my VoIP (SIP) clients? JT is working on integrating VoIP (SIP) clients into their JT Cloud PBX Apps. Until these are made available you are able to use Freeware SIP Clients such as Zoiper, Linphone or X-Lite. JT will supply the registration credentials as part of your initial order. Support for any issues resulting from using these clients is available from the manufacturer s websites. If I can t resolve my problem using these FAQ s what number should I use to call JT support? For all JT Cloud PBX issues please call your Administrator who will, if necessary contact the JT SMC team. Note: we cannot support VoIP (SIP) based clients until our integrated Apps become available. For issues relating to the VoIP (SIP) client please refer to the manufacturer s website. The Customer Portal: I have recently changed my name, how do I update my Cloud PBX account? Please have your system Administrator contact the JT SMC team. Why can t I change my name and address? We have introduced a security policy to protect our customers data. Any change of name or must be authorised by your Administrator. Can I change my Absence Settings in the portal?

3 No you can t, your portal allows you to amend what happens if a call is presented to your number when your absence is set e.g. when in a meeting divert calls to a colleague. To change absences you manage these in either your Desktop App, Switchboard or Mobile Apps. Can I change the Common Settings in the portal and are they reflected in the mobile App? Yes you can and yes they are. The Conferencing Feature: Does the Cloud PBX have a Conference Service? Yes, there are 2 services; Business IP and Advanced. The Business IP conferencing product allows 5 participants at preferential rates and allocates PIN numbers on request. The Advanced service allows up to 20 participants at preferential rates and each service provides dedicated PIN numbers. What is the difference between normal and advanced conferencing? Advanced conferencing provides dedicated numbers as part of the monthly subscription. Conferences cannot be started unless the owner of the conference logs into the conference call from their registered number. Once logged in they are free to leave the conference and the call will remain active for the other participants. Is there a limit on how many people can join a conference? Yes, for Business IP service 5 participants at a preferential rates and for the Enterprise IP licence Advanced service up to 20 participants at preferential rates. I want to add advanced Conferencing, how do I do this? Please contact your Account Manager. I d like to have my own Conference Bridge number, is that possible? Yes, this is available to customers with JT cloud PBX Enterprise IP Licence if you are not on Enterprise IP licence then you can upgrade your PBX licence to Enterprise IP licence which includes Advanced Conferencing service. Contact your Account Manager for quote to upgrade your licence. Which devices can I setup Conferences from? Conference facilities can be established from the Switchboard App, the customer portal and the JT Cloud PBX mobile Apps. What notification is there when Conferences are setup? When reserving a conference from the Portal it is the user s responsibility to notify the participants. For Conferences booked through the Switchboard and the mobile Apps, and SMS notification is provided. The Voic Facility: I want to be able to personalise my Voic but I only have the Standard and SMS notification option. The standard Voic service simply allows a caller to leave you a voic that is then delivered via your nominated or mobile number. Should you wish to personalise your then you must upgrade to Business IP or Enterprise IP licence for Advanced Voic service by contacting your Account Manager. What does Advanced Voic give me and how do I add it?

4 Advanced Voic provides an IVR (Interactive Voice Response) menu allowing you to personalize your Voic with a greeting, setting your notification options ( , or SMS), elongating the storage timescale of each message etc. To add this capability please contact your Account Manager. Call Transfers: How do I transfer an incoming call? There are many ways to transfer incoming calls depending on which device you are using. Please contact your Administrator for assistance or see the JT Cloud PBX service manual for details. Can I move a call from my laptop to my mobile phone? Firstly your Mobile and Laptop devices need to be associated together on your account. This will have been done as part of your initial configuration. If you are not sure whether this has been done then please refer to your customer order paperwork. Assuming your Mobile and Laptop are associated then on your Mobile App under the Call button (Android) or the Contacts and Call button (iphone) dial *11. The Mobile App: I ve forgotten my User ID, what can I do? Your user ID is your registered JT Cloud phone number in the format 44xxxxyyyyyy and can either be your fixed or mobile number. If in doubt please contact your Administrator. I ve forgotten my password, what can I do? You can request a reminder SMS from your mobile App login. If you do not have a mobile App then please contact your Administrator for assistance. What does the BYOD switch do? This switch controls a prefix code that JT Applies to all outgoing calls. This prefix (17000) allows JT to adjust the tariffs of all calls outside Jersey. The switch should be set to on if your mobile SIM card has not been supplied by the JT Cloud PBX service. Not setting this will result in call failures, as your host network will not be able to interpret the dialed number and prefix code. Why do I need to put a password in to access the setup screens? In the event of your handset being used by a third party this security measure is to stop premium numbers being inserted as call forwarding numbers. How do I ensure that specific numbers (Whitelist numbers) can always reach me regardless of my Absence settings? From your Mobile App enter the setup and select the Whitelist menu. From here add the number you wish to allow in the full UK format e.g xxxxxx. Now make a change to your Absence settings to indicate to the network what process to follow when you set it. See the user manuals for a description of usage. Can I use a VoIP (SIP) client on my mobile as part of this service? Yes you can, as long as you have subscribed to the VoIP service and have support for your mobile phone then you will be provided with the login details required to authenticate your mobile SIP client. Please contact your Account Manager.

5 I have a JT Cloud PBX SIM and I ve noticed the numbers I dial have a prefix of 17000, what is this? This number has been designed to assist JT in identifying your calls from wherever you are in the world. This enables JT to apply special tariffs to your calls. When I make a call from my mobile using the JT Mobile App the number seen by other parties isn t my mobile number, why is that? Imagine you use your mobile phone to call customers during the year and they know your mobile number they can call you and bypass the system even when you re on holiday. As part of this service we offer our customers a way of hiding their mobile number in favour of their business number during preset absences or office hours. What does the JT Cloud PBX mobile App Private number settings do? As mentioned in the answer above this switches on the point at which your private mobile number would be displayed instead of your business number. It is used in conjunction with your absence settings and the company s opening hours. How do I know what version of the mobile App I am using? This can be found in the setup menu under General for iphones e.g. Logout 1.8.1(726) or at the bottom of the setup menu in Android e.g. Version The Desktop App: Why can t I import my Outlook contacts into the Desktop App? This feature is not supported in the current release Why can t I import my Google mail contacts into the Desktop App? This feature has an identified bug that will be resolved in a future release. Why can t I make a call from my Desktop App? Firstly check that you have Internet access. Once you are happy that you have check that the service is Connected. Click the icon (which is a coloured JT icon with a green sail) and at the drop down menu ensure that Connect is greyed out. If not then select Connect and try again. In the event of further issues please contact your Administrator. My desktop App has a message balloon permanently displayed This is usually a symptom of a PC being put into hibernate or sleep mode. Please ensure that you restart all laptop/desktop Apps after the PC has been hibernated.

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