PortaOne. Customer Self-care Interface MR55. Publication History. Date Version Author. July 11, Jeffrey K. Brady

Transcription

1 PortaOne Customer Self-care Interface MR55 Publication History Date Version Author =============== ====== ============ July 11, Jeffrey K. Brady PortaOne, Inc. Proprietary All rights reserved. Information subject to change without notice. The information disclosed herein is proprietary to Ironton Telephone Company or others and is not to be used by or disclosed to unauthorized persons without the written consent of Ironton Telephone Company. The recipient of this document shall respect the security status of the information. Ironton Telephone Company - October 16, 2017

2 Introduction Introduction PortaOne - Account Self-care Interface Client System Recommendations OS: MS Windows XP or above, Linux/BSD or Mac OS X 10.6 Web browser: Internet Explorer 11.0 or above, Mozilla Firefox 38 or above. Java Script and cookies enabled in web browser Spreadsheet processor: MS Excel, OpenOffice Calc, LibreOffice Calc or Google Sheets. Display settings: Minimum screen resolution: 1024 x 768 Section 01-pg.2 Ironton Telephone Company - July 11, 2017

3 Introduction Logging into the Self-Care Portal: PortaOne - Account Self-care Interface Account Self-care Portal Self-Care Portal Login Page: A. Enter your 11 Digit Account ID into the Login field. B. Enter your Password in the Password Field. I. The Password is Case Sensitive. C. Select the Login button to Complete process. 2. Login Failure: A. Entering the wrong Login or Password. I. The Failure Message will appear in the Login Form. B. If you cannot remember your Password, It can be reset. 3. Resetting your Password: If an address has not been entered into the account. Contact your Customer Service Representative to reset your password. A. Select Forgot your password in the Login Form. B. The Password Recovery Window will open. I. Enter your 11 Digit Account ID into the Login field. II. Enter your address in the field. III. Select the reset link button. IV. A sent message will open. a. If you enter the wrong address a failure message will appear. 01. Select the OK button to close. b. The Password CANNOT be reset if the address does not match what was setup in the account. This is a security feature built into the Portal. 01. Contact your Customer Service Representative to verify your address. Section 02-pg.3 Ironton Telephone Company - July 11, 2017

4 Introduction PortaOne - Account Self-care Interface C. A Password Confirmation window appears when the reset process is completed. I. Select the OK button to close. II. The Password Recovery Window will Open. D. Open the PortaBilling Password Reset I. Select the link provided in the to reset the password. E. A Change Password Window will open in your default browser. I. Enter the new password in the New Password field. II. Re-enter the password in the Retype New Password field. III. Select the OK button to complete. F. A password change confirmation window will open. I. Select the OK button to close the window. G. A PortaBilling Password Change will be sent. H. The Account Login Window will open. I. Enter your 11 Digit Account ID into the Login field. II. Enter your Password in the Password Field. a. The Password is Case Sensitive. III. Select the Login button to Complete process. Section 02-pg.4 Ironton Telephone Company - July 11, 2017

5 Introduction Overview: PortaOne - Account Self-care Interface The Account self-care interface was designed for end-users to access their profile data, check billing information, make mobile payment transfers and, most importantly, manage their IP Centrex settings. The front-end design offers simple and intuitive navigation. This includes an easy-to-use structure of menus and controls, graphic icons and improved presentation of information. For your convenience, the account self-care interface is divided into four tabbed sections: Dashboard (your home page) My Profile IP Centrex Billing Information At the top of the interface you can always view billing information such as your balance information, web interface language, etc. Section 03-pg.5 Ironton Telephone Company - July 11, 2017

6 Introduction Common Features: PortaOne - Account Self-care Interface Most of the data on the self-care portal is formatted like a page and sorted into columns. You can go to the next page or the previous page, jump to the first or last page, or use the Refresh icon to update any of the pages. You can also change the number of columns and sort them in ascending or descending order by clicking your mouse on the name field of any of these columns. If you point your mouse at the name field you will see a triangle. Click on it and a drop-down menu will appear. You can choose how to sort your data and add or remove columns by selecting or un-selecting items in the drop-down menu: 1. Action buttons The top right hand side of the interface provides you with the following information and actions: A. Your ID and a login name that was used to log in. B. The Logout button that terminates your current session on the web interface. Also, you can change your password here if necessary. In order for changes to take effect when adding / editing information, you need to click the Save on the appropriate page. If you do not want to save the information entered follow associated section steps to Cancel. icon Section 04-pg.6 Ironton Telephone Company - July 11, 2017

7 Chapter 2 - Dashboard Dashboard Tab: Your home page is organized like a dashboard so that you can easily view the most important information separated by category into different windows. In addition, these windows can be moved around, rearranged or minimized as you wish. Contact Information: Here you can view your contact info such as address, , etc. Brief Billing Information: This reflects thumbnail billing information such as your current balance and credit limit. continued... Section 01-pg.7 Ironton Telephone Company - July 11, 2017

8 Chapter 2 - Dashboard Recent Calls Table: 1. This table lists the most recent calls and call details. A. Inbound and Outbound calls. B. Call details generated by your phone line. I. Date / Time. II. Calling Number. III. Called Number. IV. Duration of Call. V. Call Cost. a. This may reflect billing information for Long Distance charges if they apply to your account. C. This Option IS ONLY APPLICABLE for SIP (Session Initiation Protocol) Telephone service. 2. Recorded Calls: Users can playback their phone conversations when Call Recording is enabled. Call recording is available only if this functionality is enabled by your provider. Please contact your Agent or Sales Representative to activate this feature. This feature may not be available to all users. 3. Customizing Records: A. Sorting Columns: I. Place curser over column you wish to sort. II. Select the drop-down arrow. III. Select the desired sort type. B. Adding or Removing Columns: I. Place curser over column you wish to sort. II. Select the drop-down arrow. III. Select the Columns drop-down. IV. Check columns you wish to be shown. V. Remove the check for Columns you wish to be removed. Section 02-pg.8 Ironton Telephone Company - July 11, 2017

9 Chapter 2 - Dashboard Main Office: This window is only available when the accounts are setup using Hierarchy of Offices. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information on specific options for setting up Hierarchy of Offices. Here you can review the Main office information setup for a Branch Office account. The Main Office sceen is only visible from an associated Branch Office. Branch Offices: This window is only available when the accounts are setup using Hierarchy of Offices. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information on specific options for setting up Hierarchy of Offices. Here you can review any Branch office information setup in the Main office account. The Branch Office sceen is only visible from an associated Main Office. Section 02-pg.9 Ironton Telephone Company - July 11, 2017

10 Chapter 3. My Profile My Profile Tab PortaOne - Account Self-care Interface The My Profile tab allows you to view and change your personal (or your company s) details such as contact information, personal info, password, etc.: General: Here you can enter general information such as company name, address, etc. 1. Enter Desired Information in the text boxes. A. Personal Information: I. Company Contact, President, CEO, etc. B. Address Information: I. Office location. C. Contact Information: I. Phone Service Representative. a. Alt. Phone: 01. Enter the contacts mobile number in this field to receive SMS notifications. b Enter the contacts address in this field to allow resetting of the Web Self-care password. 2. Select the Save icon when finished. Section 01-pg.10 Ironton Telephone Company - July 11, 2017

11 Chapter 3. My Profile Settings: PortaOne - Account Self-care Interface Here you can choose the language to be used on your self-care web interface. 1. Time Zone: Indicates the Time zone the customer account is set for. Contact your Provider (Agent, Sales Person, Customer Service Representative or Support) if the time zone requires alteration. 2. Web Interface Language: Indicates the written language of the web interfaces. A. Select the Drop-down menu button. B. Select the desired language. I. The default language is English C. Select the Save icon when finished. Section 02-pg.11 Ironton Telephone Company - July 11, 2017

12 Chapter 3. My Profile Change Password: Here you can change your current password for the self-care portal. PortaOne - Account Self-care Interface 1. Enter the Old Password in the text box A. If the Old Password text field border will turn RED. I. The password does not match. II. Re-enter old password. B. The login information was supplied in the welcome letter. C. If you cannot remember the password. I. Refer to Chapter 1 - Section Logging into the Self-Care Portal - Resetting your Password. II. Contact Technical Support to have the password reset. 2. Enter the New Password. 3. Confirm the New Password. A. Text field border will turn RED if the passwords do not match. B. When you select the field a message for the mismatch will appear. 4. Select the Save icon when finished. Section 03-pg.12 Ironton Telephone Company - July 11, 2017

13 IP Centrex Tab: This tab allows you to manage phone lines, add extensions and hunt groups and configure other IP Centrex services. Here you can also modify the options for separate phone lines. General: 1. Paging / Intercom: Intercom calls enable users belonging to the same group to use two phones like on-door speakerphones. Here you can see whether this feature is enabled or not for your phone line. 2. Paging / Intercom Prefix: This appears only if Paging / Intercom is enabled. This is a special code that is dialed before the other extension number to automatically connect both extensions. When a two-way audio channel is established, speakerphone mode is immediately activated on the phone of the party being called. 3. Extension Number Length: Here you can see the number of digits for an extension number (e.g. 3, 4 etc.). This is a reference number. Keep this in mind when adding extensions to the account. Contact your Vendor or Provider (Agent, Sales Person or Customer Service Representative) to determine the correct digit length for your extensions. Section 01-pg.13 Ironton Telephone Company - July 11, 2017

14 Extensions: Here you can define a list of extensions for phone lines within your IP Centrex environment. You can easily add new extensions or change existing ones without any actual reconfiguration of your phone. Branch Office extensions can only be added, deleted or modified on the Main Office self-care portal. Note: Additional consideration is required when setting up extension numbers for companies with Branch offices or different building locations, as well as, departments at each branch location. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information in setting up extensions, as well as, understanding the options for each extension. 1. Adding an Extension: A. Select the Add Extension button. I. The Add New Extension Window will open. B. Extension Number: The number the end-user will dial on his phone An extension number should contain only digits. I. Enter the Extension Number in the text field: C. Extension Name: Enter the logical name for this extension (e.g. name of the person using this line: John ). I. Enter the Extension Name in the text field: a. Using Extension in Dial-by-name Directory: 01. Enter the full name of the user. 02. Enter the Sir name first. D. Office: The main office is the default location. (Note that the Branch Office field is only available on the Main Office self-care portal). I. Select the Drop-down Menu Icon to change the Office from the Main to a Branch. a. Select a Branch Office to which the extension will be assigned. Section 02-pg.14 Ironton Telephone Company - July 11, 2017

15 E. Assigned To Phone Line: This is the number that the extension is associated with. (Note that each phone line from the list can only be used once. I. Select the Drop-down Menu Icon to open the list of numbers. a. Select the desired number / account to which the extension will be assigned. II. Viewing all Numbers: a. Use the Slide Bar to scroll through the number list. F. Primary Group: Allow calls within a group to be picked up by dialing the group pickup prefix (without specifying the group number). The Primary Group will need to be assigned after the extension is added to a Hunt Group. The extension cannot be assigned to a hunt group until the extension is initially built. Refer to Section 02 - Editing an Extension Number. I. Select the Drop-down Menu Icon to open the list. a. Select the desired primary hunt group the extension is assigned. 01. If the extension is assigned to multiple hunt groups, each hunt group will appear in the list. G. Published: Allows the extension to be published in the Dial-by-Name Directory. I. Check the box to publish the extension. II. Clear this check box to exclude certain extensions from being accessible via dial-by-name. a. e.g. you do not want telemarketers to directly reach your CEO or CFO because their names are publicly accessible. H. Recorded Name: You can record or upload a voice prompt with the actual person s name for each extension. This can be used in the Dial-by-name Directory feature. If a caller does not know the extension number of the person he is trying to reach, he may look up the called party using the first three letters of his surname. I. Record Directly from Computer. A Microphone configured on the computer is required. a. Select the Record button to begin recording. b. Select the Stop button to end recording. c. Select the Play button to review the recording. II. Upload recorded file: a. Select the Browse button. b. Select desired File. c. Select the Open button to upload file. I. Select the Update button to complete building the extension. J. Select the Cancel button to cancel building the extension. Section 02-pg.15 Ironton Telephone Company - July 11, 2017

16 2. Editing an extension number: A. Click the Edit icon. I. A Editing Extension Window will open. a. Edit the desired information: B. Extension Number: An extension number should contain only digits. I. Enter the number the end-user will dial on his phone in the text filed. C. Extension Name: Enter the logical name for this extension in the text filed. (e.g. name of the person using this line: John ). I. Using Extension in Dial-by-name Directory: a. Enter the full name of the user. b. Enter the Sir name first. D. Assigned To Phone Line: This is the number that the extension is associated with. I. Select the Drop-down Menu Icon to open the list of numbers. a. Select the desired number / account to which the extension will be assigned. II. Viewing all Numbers: a. Use the Slide Bar to scroll through the number list. E. Primary Group: Allow calls within a group to be picked up by dialing the group pickup prefix (without specifying the group number). The Primary Group will need to be assigned after the extension is added to a Hunt Group. Refer to Section 08 - Hunt Groups I. Select the Drop-down Menu Icon to open the list. a. Select the desired primary hunt group the extension is assigned. 01. If the extension is assigned to multiple hunt groups, each hunt group will appear in the list. F. Published: Allows the extension to be published in the Dial-by-Name Directory. I. Check the box to publish the extension. II. Clear this check box to exclude certain extensions from being accessible via dial-by-name. a. e.g. you do not want telemarketers to directly reach your CEO or CFO because their names are publicly accessible. continued... Section 02-pg.16 Ironton Telephone Company - July 11, 2017

17 G. Recorded Name: You can record or upload a voice prompt with the actual person s name for each extension. This can be used in the Dial-by-name Directory feature. If a caller does not know the extension number of the person he is trying to reach, he may look up the called party using the first three letters of his surname. I. Uploading an Intro Greeting and Menu prompts. a. Select the Browse button. b. Select the desired file. c. Select the Open button to complete. II. Record a new Intro & Menu greeting with a microphone attached to your computer. A Green Play button next to the message type indicates that a sound file already exists A Gray Play button means no recording is currently available. a. Select the Red Record button. b. When you have finished recording, select the Stop button. 01. A blinking play button indicates that a message has been successfully recorded. III. To re-record a message: a. Select the undo button next to the record button. 01. Two buttons are active when playing back messages: play and pause. IV. Select the Red Record button. a. When you have finished recording, select the Stop button. 01. A blinking play button indicates that a message has been successfully recorded. H. Select the Update button to complete building the extension. I. Select the Cancel button to cancel building the extension. 3. Deleting an Extension: A. Select the Red X to the right of the extension you wish to delete. Section 02-pg.17 Ironton Telephone Company - July 11, 2017

18 Sites: Contact your provider to configure and setup Site Limitations if required. A site is a group of customer s accounts that can be conveniently managed as a single entity. For instance, all of the phone lines used in a sales department or in Office Building A can be joined into a single group. This allows you to apply certain configuration parameters or service restrictions to the accounts in that group. You can limit the combined number of simultaneous calls for all accounts of a particular site. This is useful if, for instance, Office Building A has limited bandwidth and can only support 30 calls no more calls will be allowed in order to avoid severe degradation of the sound quality on all calls in progress. Any account that is not assigned to a specific site will share the limitations of the Default site. Note: Additional consideration is required when setting up extension numbers for companies with Branch offices or different building locations, as well as, departments at each branch location. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information on specific options for setting up Sites. 1. Overview: Note: The associated pages for this section are READ ONLY and cannot be changed by the customer. Changes to this section must be made by the Provider. Contact your Provider (Agent, Sales Person or Customer Service Representative) for information on specific options or questions on setting up Sites. A. Site Restrictions: Limits to inbound and outbound calls based on customer device and contract. I. Call Paths per devise. a. Hosted phone: inbound call paths Outbound call path. b. Trunk: inbound call paths Outbound call path. II. Examples: a. Total number of devices Hosted Devices. i) 20 Inbound call paths. ii) 10 Outbound call paths Individual Trunks i) 24 Inbound call paths. ii) 12 Outbound call paths trunk with Unlimited call paths i) No Restrictions Section 03-pg.18 Ironton Telephone Company - July 11, 2017

19 2. Single Site: Utilizes the default site for a single location customer. No additional restrictions have been requested by the customer. A. Sample Customer Site Setup: I. This account has been setup to follow the Providers standards. a. Allowed calls per trunk or hosted phone inbound Outbound Call. II. This customer has 4 hosted phones in their account. a. Max Number of Incoming Calls = 8 b. Max Number of Outgoing Calls = 4 III. This Customer is using Follow me to forward calls to other staff when a direct call is not answered. a. Max Number of Forwarded Calls = 24 This Option is only set when a customer is using forwarding on an associated account. Section 03-pg.19 Ironton Telephone Company - July 11, 2017

20 3. Multiple Site: Utilizes the default site for the main building at the customer location. Utilizes additional requested sites for additional buildings and/or departments at the customer location. Additional restrictions have been requested by the customer. Single Address Location: Limit number of calls per Building. Limit number of calls per Department. A. Site Setup. Additional Sites were added by provider for each requested Building and/or Department. I. Default Site: a. Main Site for Customer location. b. No Call restrictions applied. II. Customer Service. a. This site has 4 hosted phones in their account. 01. Max Number of Incoming Calls = Max Number of Outgoing Calls = 4 b. This site is using Follow me to forward calls to other staff when a direct call is not answered. 01. Max Number of Forwarded Calls = 32 III. Technical Support: a. No Call restrictions applied. IV. Garage: a. This site has 2 hosted phones in their account. 01. Max Number of Incoming Calls = Max Number of Outgoing Calls = 2 b. This site is using Follow me to forward calls to other staff when a direct call is not answered. 01. Max Number of Forwarded Calls = 8 V. Engineering: a. This site has 4 hosted phones in their account. 01. Max Number of Incoming Calls = Max Number of Outgoing Calls = 4 b. This site is using Follow me to forward calls to other staff when a direct call is not answered. 01. Max Number of Forwarded Calls = 16 Section 03-pg.20 Ironton Telephone Company - July 11, 2017

21 1. Site Layout A. Site Name: Name for a group of accounts. B. Limit Simultaneous Calls: Engage real-time checks of the number of concurrent calls made by accounts that belong to this site. When the specified number of concurrent calls has already been established (calls are in a connected state) and the account tries to place another call, that call will be rejected. C. Max Number of Simultaneous Calls: Allow only a specific number of concurrent calls (regardless of their type, such as incoming or outgoing) for all accounts at this site. When the specified number of Simultaneous calls has already been established (calls are in a connected state) and the account tries to place another call, that call will be rejected. I. Example: a. Limited to 10 Concurrent Simultaneous Calls. D. Max Number of Incoming Calls: Allow only a specific number of concurrent incoming calls for all accounts at this site. When the specified number of incoming calls has already been established (calls are in a connected state) and the account tries to place another call, that call will be rejected. I. Example: a. Limited to 8 Concurrent Incoming Calls. E. Max Number of Outgoing Calls: Allow only a specific number of concurrent outgoing calls for accounts at this site. When the specified number of outgoing calls has already been established (calls are in a connected state) and the account tries to place another call, that call will be rejected. I. Example: a. Limited to 4 Concurrent Incoming Calls. Section 03-pg.21 Ironton Telephone Company - July 11, 2017

22 F. Max Number of Forwarded Calls: Allow only a specific number of concurrent forwarded calls for accounts at this site. When the specified number of concurrent forwarded calls has already been established (calls are in a connected state) and the account tries to place another call, that call will be rejected. I. Example: a. Limited to 50 Concurrent Forwarded Calls. G. Codec Connectivity Profile: Codec connectivity profile that will be used for bandwidth allocation calculation. Every new call s allocated bandwidth is calculated by considering a negotiated codec and its parameters to enable full use of the available bandwidth and block new calls if no more bandwidth is available. The Following Controls are not utilized at this time. H. Max Bandwidth: Bandwidth utilization limitation to ensure that only an acceptable number of calls are allowed, in order to avoid severe degradation of the sound quality on calls in progress. I. Max Incoming Bandwidth: Bandwidth utilization limitation for incoming calls. J. Max Outgoing Bandwidth: Bandwidth utilization limitation for outgoing calls. K. Location Information: Customer s permanent location for geo-ip fraud prevention. L. Current Location: Customer s permanent location. It contains a country code top-level domain (in iso_3166_1_a2 format, e.g. fr for France, de for Germany etc.) M. Allowed Mobility: Stationary user (constant location) option can be used if the customer is not authorized to make calls from various countries (e.g. as a residential customer would make calls from his SIP phone). Calls made from any other country will be screened. The Roaming user (frequent location) option can be used for customers who travel frequently. In this case, a change in location would be considered acceptable. Section 03-pg.22 Ironton Telephone Company - July 11, 2017

23 Phone Lines: Here you can view the full list of phone lines and proceed to the Account Self-care Portal to configure them if necessary: Use the Navigation Bar to scroll through all of the phone lines. 1. Configure: A. Click the Configure icon to the left of the phone line ID to edit the settings for a particular phone line. I. Refer to - Account Self-care Interface MR50 documentation. 2. ID: This is the primary identification for this phone line. The Account ID as provided in the Welcome Letter. 3. Idle, days: This is the number of days the phone line has not been in use. 4. Available Funds: This is the amount of funds available for the user to spend on services. This is determined by the type of account. 5. Type: The type of phone line. Example: Debit Debit is usually associated with prepaid cards. Credit. Credit is a phone line that will be invoiced for costs incurred. 6. Product: The product assigned to a particular phone line. 7. Batch: Batch is a group of phone lines under the same logical name. Here you can see the name of the batch that a particular phone line belongs to. A. Group By Batch: I. Select the Group By Batch button located at the bottom of the page. continued... Section 04-pg.23 Ironton Telephone Company - July 11, 2017

24 8. Site: The name of the site the phone line belongs to. Refer to Section 3 - Sites 9. Forwarding Enabled: The forwarding field shows whether this function is enabled or disabled for a particular phone line. A. Enabled: I. The Green Check icon is displayed. B. Disabled: I. The Red Dash icon is displayed. NOTE: This type of forward indication is only represented when forwarding is enabled in the SIP switch. This type of forward indication is NOT represented when forwarding is enabled in a SIP Phone or any other SIP Devise registered to the SIP Switch. C. You can configure forwarding when it is enabled for the phone line. I. Click the Configure icon next to the phone line to go to the Edit Phone Line page. a. Refer to - Account Self-care Interface MR45 documentation. II. There are several call forwarding modes: a. Follow-Me b. Advanced Forwarding c. Forward to SIP URI d. Simple Forwarding. 10. SIP: When the phone line is used by a SIP Phone or any other SIP Devise to register with the SIP server, the icon is displayed. 11. IP Phone Model: Indicates the SIP Devise that is registered or assigned to a particular phone line. A. Devise Layout: I. Devise Manufacturer II. Devise Model III. Devise Firmware Section 04-pg.24 Ironton Telephone Company - July 11, 2017

25 Abbreviated Dialing: Here you may define a list of additional phone extensions for your IP Centrex environment, plus create abbreviated dialing for external phone numbers. You can set up dialing rules as an international prefix, outside prefix, direct number (e.g. 911), or abbreviated dialing for your accounts. Note: Additional consideration is required when setting up abbreviated dialing for companies with Branch offices or different building locations, as well as, departments at each branch location. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information on setting up specific abbreviated dialing rules. 1. Abbreviated Number Length: NOTE: To be able to add extensions / abbreviated numbers, you should enter the maximum length of anticipated digits (e.g. 3 in the case of like numbers) in the Abbreviated Number Length field. A. No Abbreviated Dialing Length Entered. I. Maximum Length is 4 digits. B. The length of this field also determines the length of the pickup code required to pickup Parked Calls. Refer to - Product Note - Call Park Refer to Section Incoming Calls - Call Parking I. Examples a. Abbreviated Dialing Length not entered. 01. Call Park Pickup code = 71XXXX b. Abbreviated Dialing Length = 1 Release Prefix 01. Call Park Pickup code = 71XX c. Abbreviated Dialing Length = 2 Pickup Code generated by the system. 01. Call Park Pickup code = 71XXX d. Abbreviated Dialing Length = Call Park Pickup code = 71XXXX e. Abbreviated Dialing Length = Call Park Pickup code = 71XXXXX II. Recommendations: a. Call Park is utilized: 01. Keep Abbreviated number length to 2 or 3 digits. Section 05-pg.25 Ironton Telephone Company - July 11, 2017

26 2. Adding a new abbreviated dialing number: A. Select the Add button. B. The Edit Section will open. C. Enter the following information: I. Abbreviated #: a. The number the end-user will dial on his phone. II. # to Dial: a. The number that the call will be forwarded to. 01. You may enter the ID of one of your accounts. i) Example: 001) A Ring only Account ID. 002) A Voice Mail only account ID. Contact your Provider (Agent, Sales Person or Customer Service Representative) for information on setting up specialized abbreviated dialing rules. 02. You may enter any phone number. Note: Phone numbers must be entered in the E.164 format. i) 1+ the number for Domestic calls. 001) 1 + Area Code + Local Number = ii) 011+ the number for International calls. 001) Country Code + City Code + Local Number = If you leave this field blank, then the abbreviated number is considered to be a direct number, or dial as is. i) This is useful for making sure that special numbers (e.g. 112) are never converted by other translation rules. III. Description: a. Description of this abbreviated number, e.g. 01. Andrew s IP phone. IV. Select the Update button to complete building the dialing rule. V. Select the Cancel button to cancel building the dialing rule. D. Repeat Sections A through C to add additional numbers. E. Select the Save button when finished. continued... Section 05-pg.26 Ironton Telephone Company - July 11, 2017

27 3. Deleting an Abbreviated Dialing Number: A. Select the Red X to the left of the number you wish to delete. B. Select the Save button when finished. Section 05-pg.27 Ironton Telephone Company - July 11, 2017

28 Incoming Calls: Here you can set the parameters for incoming calls: 1. Ext-to-ext call distinctive ring: A. For incoming calls from phones within the IP Centrex environment, use a ring pattern different from the default one. 2. Group Pickup: A. Enable the Group Pickup feature, which enables phones within the same IP Centrex environment to answer each other s calls by dialing a Group Pickup Prefix. 3. Group Pickup Prefix: A. This is only available if Group Pickup is activated. B. Specify the special code for picking up calls here. 4. Call Parking: Call parking allows users to put a conversation on hold and then resume it from a different IP phone. If you enable this feature, you can set the required parameters for it here. Refer to - Product Note - Call Park Refer to Section Abbreviated Dialing A. Call Parking: I. Enables the Call Parking feature. B. Park Prefix: This is only available if Call Parking is activated. I. This allows you to specify a key combination for parking a call. C. Release Prefix: This is only available if Call Parking is activated. Note: Adding digits to the Prefix increases the digits to complete the pickup sequence. I. This allows you to specify a code in order to quit the call parking status and resume the conversation. II. The Pick up sequence is a combination of the Release Prefix + the pickup code generated by the system. a. Example: XXXX XXXX Release Prefix Pickup Code generated by the system. Section 06-pg.28 Ironton Telephone Company - July 11, 2017

29 Call Logs: The users of IP Centrex services can are able to review the following: Review calls into and out of the customer s site. You can view information about calls. Lsten to recordings. Filter them for / from a certain period. Playback of calls is not offered at this time. Section 06-pg.29 Ironton Telephone Company - July 11, 2017

30 Hunt Groups: Sometimes there is a need for a call to be delivered to several extensions at once. With the Hunt group function. You can easily configure a scheme for call distribution in such a way that incoming calls are delivered to one or more assigned extensions. Note: Branch Office hunt groups can only be added, deleted or modified on the Main Office self-care portal. Additional consideration is required when setting up Hunt Groups. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information in setting up Hunt Groups. 1. Adding a New Hunt Group: NOTE: Extension and hunt group numbers must be different. A. Select the Add Hunt group button and enter the following information: B. The Edit Bar will open. I. Enter the Hunt group Number in the text field: The number the end-user must dial on his phone to reach one or more assigned extensions. II. Enter the hunt group name in the text filed. Logical name for this group of extensions, e.g. Accounting or Customer Service. continued... Section 08-pg.30 Ironton Telephone Company - July 11, 2017

31 III. Select the Drop-down Menu Icon to open the Hunt Sequence list. a. Select the desired Hunt Sequence: Specifies the order for delivering a call to one or more extensions. 01. Order: The extensions or another hunt groups will be called one by one from the first (topmost) to the last number until the call is answered. 02. Random: The extensions or other hunt groups will be called one by one in a random order. 03. Simultaneous: This enables simultaneous calls to every extension or another hunt group from the list. 04. Least Used: This sorts the phone lines in descending order beginning with their last usage, and delivers a call to their extensions, accordingly. i) Example: 001) Phone line XXX-XXX-5111 with extension 5111 was last used on 8am. 002) Phone line XXX-XXX-5222 with extension 5222 was last used on 10am. 003) The call goes to extension 111 and if it is not answered, it goes to extension 222. IV. Select the Drop-down Menu Icon to open the Caller ID list. a. Select the desired Caller ID option: b. Keep original: 01. Default Option. 02. Recommended option to verify calling parties name and number. c. Set to name and CLI of the hunt group: d. Replace Caller Info with Hunt group Name, keep Caller CLI: 01. Recommended option when a single phone or account is listed in several hunt groups. 02. Allows identification of call type via the hunt group name. V. Call Pickup Allowed: Enable this option to allow extensions to pick up calls made to the members of this hunt group. a. Select the check box to enable option b. Un-check box to disable option. C. Select The Update button when finished. I. The Edit Hunt group screen will open. II. Proceed to Section 08-2-C - Configuring Extensions to a Hunt Group. D. Select the Cancel button to exit without saving. continued... Section 08-pg.31 Ironton Telephone Company - July 11, 2017

32 2. Configuring Extensions to a Hunt Group: A. Select the Configure Icon to the left of the Hunt Group to edit the configuration. B. Select the Include Extensions Tab. C. Adding an Extension to the hunt group. I. Select the Add Extension icon. a. The Edit Bar will open. II. Select the drop-down menu under Extension Number. a. A list of extension numbers will open. 01. Use the Slide Bar to view entire list. b. Select the desired extension number: III. The Extension Name and Assigned to Phone Line will populate automatically. continued... IV. Enter the Ringing Delay, sec. in the text field. Delay (in seconds) before the extension starts to ring. This field is not required. V. Enter the Ringing Time, sec. in the text field. Duration (in seconds) the call will ring this extension. VI. Select the Check box under Ignore Follow-me/Voic to enable this option. This option disables forwarding (voic , follow-me) on the specific extension for calls made to this hunt group. Section 08-pg.32 Ironton Telephone Company - July 11, 2017

33 VII. Select the check box under Set This Group as Primary to enable this option. This option allows the extension owner to pick up calls within that group by merely dialing the group pickup prefix. D. Select the Update button to complete building the dialing rule. E. Select the Cancel button to cancel building the dialing rule. I. Repeat Sections 08-2-C to add additional extensions. II. Proceed to Section 08-2-C - Configuring Hunt Groups to a Hunt Group. F. Select the Save button when finished. 3. Configuring Hunt Groups to a Hunt Group: Several hunt groups can be combined into one hunt group. Go to the Included Hunt groups tab and choose the required hunt groups to add from the list of Hunt group Number. A. Select the Configure Icon to the left of the Hunt Group to edit the configuration. B. Select the Include Hunt groups Tab. C. Adding a Hunt group to the hunt group. I. Select the Add Hunt group icon. a. The Edit Bar will open. II. Select the drop-down menu under Hunt group Number. a. A list of extension numbers will open. 01. Use the Slide Bar to view entire list. b. Select the desired extension number: III. The Hunt group Name and Included Extensions will populate automatically. Section 08-pg.33 Ironton Telephone Company - July 11, 2017

34 IV. Select the Check box under Ignore Follow-me/Voic to enable this option. This option disables forwarding (voic , follow-me) on the specific extension for calls made to this hunt group. D. Select the Update button to complete building the dialing rule. E. Select the Cancel button to cancel building the dialing rule. I. Repeat Sections 08-2-C to add additional extensions. F. Select the Save button when finished. 4. Deleting an Extension or Hunt group from a Hunt group. A. Select the Configure Icon to the left of the Hunt Group to edit the configuration. B. Select the desired Tab. C. Select the Red X to the right of the extension or hunt group you wish to delete. D. Select the Save button when finished. 5. Making Changes to a Hunt group. A. Changing the Order of Ringing: I. Select the Configure Icon to the left of the Hunt Group to edit the configuration. II. Select the desired Tab. a. Select the Down or Up Arrow to move the desired extension to the new location on the list. continued... Section 08-pg.34 Ironton Telephone Company - July 11, 2017

35 B. Changing an Extension Number or It s setup.: I. Select the Configure Icon to the left of the Hunt Group to edit the configuration. II. Select the desired Tab. III. Select the desired extension by Double Clicking on the Extension. a. The Edit Bar will open. 01. Refer to Section 08-2-C - Configuring Hunt Groups to a Hunt Group. Section 08-pg.35 Ironton Telephone Company - July 11, 2017

36 Call Queue: This feature allows you to provide a call center functionality to your IP Centrex customers. This option is available upon request. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) for information in setting up Hunt Groups. 1. Overview: A. When a large number of incoming calls from customers arrive to the auto attendant, PortaSIP can forward these calls to the actual agents within a hunt group (customer service representatives) in a regulated fashion. B. Each call queue contains a pool of incoming calls (users trying to get connected) and a number of connected outgoing calls (calls that have already been connected to agents). C. When a new incoming call arrives, it is assigned a position in the queue. I. The caller will hear an announcement about his position in the queue. II. The caller will hear the estimated waiting time. a. Calculated as (average call duration) / (maximum number of connected calls) * (total number of users before him in the queue). III. After that, the specified music on hold is played. IV. Every minute the caller is updated as to his current position in the queue and the estimated waiting time. Note that estimated wait time is calculated as follows: For the new Media Server: (Average handle time)*(number of callers ahead). For the previous-generation Media Server: (Average handle time)*[(number of simultaneous calls made to the call queue number) (Maximum number of outgoing calls to agents)]. continued... Section 09-pg.36 Ironton Telephone Company - July 11, 2017

37 2. Adding a Call Queue: A. Select the Add button. I. The Call Queue Edit Window will open. a. Enter the Call Queue Name in the text field. This is an objective name of the call queue. b. Select the drop-down menu next to the right of Hunt group Number. 01. A list of hunt groups will open. i) Use the Slide Bar to view entire list. 02. Select the Hunt group Number: When creating a new call queue, a customer will need to select a hunt group number (i.e. a common dialing code for multiple extensions). When a call arrives at the call queue, it is transferred to the corresponding hunt group. c. Enter the Maximum Number of Unconnected Calls in the text filed. The maximum number of calls that can be placed on hold within this queue. d. Enter the Call Duration in the text field. The average expected processing time for each call (Used to calculate the estimated waiting time). e. Music on Hold: A melody (or announcement) which is played to users waiting to be connected. 01. To upload music or announcements. i) Select the Browse button. 001) An open file window will open. ii) Select an audio file. iii) Select Upload. 001) The File will be added in the Music on Hold window. iv) The music will be enabled within 10 minutes. Section 09-pg.37 Ironton Telephone Company - July 11, 2017

38 02. Changing the selection. i) Click the treble clef to enable / disable this feature. 001) The Enabled Music file will be in Bold. 002) The Disabled Music file will be in Gray. Section 09-pg.38 Ironton Telephone Company - July 11, 2017

39 Identity: It is possible to set up the following options for handling Identity information: NOTE: You can only manage the identity if you have been granted special permission by your service provider. Due to the Truth in Caller ID Act of 2009, This feature is managed by your provider. Contact your Provider (Agent, Sales Person, Customer Service or Support Representative) to setup the specific options in Identity. 1. Hide CLI: Removes CLI (ANI) information for outgoing calls. A. You can choose one of the following options: I. Never: a. Always show CLI. Privacy service is not permitted. II. Always: a. Always hide CLI. Privacy service is permitted and in effect (all calls are private). III. Automatic: a. Allows flexible configuration for CLI hiding. It depends on the prefix number dialed and the privacy headers provided by an IP phone device. 2. Hide CLI Prefix: The prefix to be dialed before the outgoing number in order to prevent the called party from seeing your phone number (Only available when Hide CLI option is set to Automatic ). 3. Show CLI Prefix: The prefix to be dialed before the outgoing number in order to allow the called party to see your phone number (Only available when Hide CLI option is set to Automatic ). Section 10-pg.39 Ironton Telephone Company - July 11, 2017

40 Music On Hold: Here you can define which music will be used for calls on hold within your IP Centrex environment. This feature is available only if this functionality is enabled by your provider. The Feature will not appear as an option on the left column if not enabled by your provider. Customers with Multiple accounts: Adding Music on Hold to an account will override any Customer level Music on Hold Settings. It is recommended by the provider to only make Music on Hold changes through the Customer Self-care. 1. To upload music: A. Select the Browse button. I. An open file window will open. B. Select an audio file. C. Select Upload. I. The File will be added in the Music on Hold window. D. The music will be enabled within 10 minutes. 2. Changing the selection. A. Click the treble clef to enable / disable this feature. I. The Enabled Music file will be in Bold. II. The Disabled Music file will be in Gray. Section 11-pg.40 Ironton Telephone Company - July 11, 2017

41 Billing Information Billing Information Tab PortaOne - Account Self-care Interface Billing Summary: On this page you can view your billing information arranged in four information windows: 1. Brief Billing Information: This reflects billing information such as available funds, etc.. A. Recharge Using a Voucher: I. This option is not available. 2. Transactions Totals Information: This reflects your total transactions (calls, payments, refunds, subscription charges, etc.). 3. Active Subscriptions: This shows you the subscription plans that currently apply to you. A. Select the refresh icon to update this section. 4. Product & Discount Information: This displays information about your current products (main and add-on ones) and discounts. 5. Customizing the Billing Summary: A. Expand or collapse a section: I. Select the arrow on the Section Title Bar B. Moving a Section: I. Right Click on the Section Title Bar. II. Drag the section to the desired location. 01-pg.41 Ironton Telephone Company - July 11, 2017

42 Billing Information General: PortaOne - Account Self-care Interface 1. Tax ID: A. Enter your tax ID in the Text field. I. Contact Accounting to discuss the proper paperwork required. 2. Send Statistic: Defines what kind of xdr statistics should be delivered to you by A. Select the drop-down menu icon. I. The dropdown menu will appear. B. Select the desired Statistic. required. I. Customer class default. a. Use the settings for the customer class. II. Full Statistics. a. Send a.cvs file with a complete list of xdrs. III. Summary Only. a. Do not send a full list of xdrs, only a brief summary IV. Do Not Send. a. This option prevents the delivery of event statistics to the customer via pg.42 Ironton Telephone Company - July 11, 2017

43 Billing Information PortaOne - Account Self-care Interface Subscriptions: This tab displays the subscription plans that currently apply to the site and the account s phone lines.. Pending (not yet active) subscriptions are always on the bottom of the list and highlighted in grey. 1. Subscription: A. Subscription plans that apply to the site. Default fee and the amount of discount applied for this subscription. 2. Periodic Fee: A. Actual recurring fee for a particular subscription. 3. Start Date: A. Subscription activation date. 4. Finish Date: A. This shows the date that this subscription will be automatically canceled. 02-pg.43 Ironton Telephone Company - July 11, 2017

44 Billing Information PortaOne - Account Self-care Interface Transactions: Transactions (calls, payments, refunds, subscription charges, etc.) serve as the primary record of services provided to you. This screen allows you to view and download transaction records for any desired time period. Provides a user friendly search filter for finding detailed call records. 1. Filtering Transactions: A. Filtering by a date and time range. I. Select the Calendar icon to select the Month and Day. II. Select the desired From and Till Dates. The Call Logs will update after each selection. a. Use the Direction Icons to find the desired month B. Filtering by a certain service type. I. Select the drop-down menu icon. II. Select the service you wish to filter by. C. Showed Failed Transaction: I. Select the Check box. D. Select the Show Records button to display the Filtered records. I. The result page contains a summary and tables list all calls and accompanying charges from a specified time period. a. Refer to Section 3 - Filtered Details for more information. 2. Downloading transactions: A. Select the Download button to export the filtered records as a.csv file. Refer to pg.44 Ironton Telephone Company - July 11, 2017

45 Billing Information PortaOne - Account Self-care Interface 3. Filtered Details: To view additional information (charged quantity and amounts due) for the chosen the service(s). A. Select the Show Details icon next to the summary record. I. The Details will open below the Summary. B. Use the slide bar if required to view records not sown in the window. 4. Customizing filtered Records: A. Sorting Columns: I. Place curser over column you wish to sort. II. Select the drop-down arrow. III. Select the desired sort type. B. Adding or Removing Columns: I. Place curser over column you wish to sort. II. Select the drop-down arrow. III. Select the Columns drop-down. IV. Check columns you wish to be shown. V. Remove the check for Columns you wish to be removed. 03-pg.45 Ironton Telephone Company - July 11, 2017

46 Chapter 5 - Billing Information Reports: The Reports page allows you to download xdr reports for any desired time period either in.csv or.pdf formats. 1. Change the Date of the Report: A. Select the Calendar Icon next to the From / To Field. I. The calendar will appear delow the field. a. Select the desired Date. 01. Navigate the month using the direction arrows. 2. Search the Reports. A. Select the Search Icon. The resulting page contains a list of xdr reports generated within a specified time period. Each report is available in.csv and / or.pdf formats. 3. Download Report. A. Select the Download button to download an xdrs report in the desired format. Section 05-pg.46 Ironton Telephone Company - July 11, 2017

47 Chapter 5 - Billing Information Volume Discounts: The Volume Discounts screen displays all Active discounts that apply to the customer. 1. Main Window: A. Service: Type of services (voice calls, messaging, data transfer, etc.) that this volume discount applies to. B. Destination Group: The Destination Group this discount applies to. C. History: Invokes a pop up window which shows extended information about the discount plan. D. Discount Plan: The name of the volume discount plan applicable for this customer. E. Precedence: This is the priority level for the currently used discount plan that specifies the order in which certain discounts are to be applied. Discounts with higher priority take precedence over discounts with low priority. F. Combined Discount: Shows the total discount value currently applied to the customer that resulted in the discounts combination. G. Used /Remaining: Shows the current value of both consumed and remaining discount volume (in minutes or funds). The progress bar graphically reflects how much of the discounted service has been consumed. H. Expiration: Shows the time left for the discount to be reapplied to the customer. If Never is defined, it means that this discount is for one-time use and will not be reapplied to the customer. continued... Section 06-pg.47 Ironton Telephone Company - July 11, 2017

48 Chapter 5 - Billing Information 2. Discount History Window Information about Consumed / Used up and Not Yet Active volume discounts and volume discounts usage history can be obtained (if available) in the Discount History window, which is visible by pressing the History button. A. Status: The current status of the discount plan: I. Active Discount Plans: The discount plans that are currently in use. II. Consumed: The discount plans that have already been used up III. Not Yet Active: Currently inactive discount plans B. Current Discount: The value of the discount currently applied to the customer. C. Expiration: The time left for the discount plan counters to be reset. D. Combine With Other Discounts: Shows the way this discount plan is combined with other discount plans applicable to a session. Section 06-pg.48 Ironton Telephone Company - July 11, 2017

49 Chapter 5 - Billing Information Invoices: The invoices screen allows you to view all your invoices. 1. Invoices cover these parameters: A. No. (Invoice number): The unique identifier for an invoice B. Date: The date that the invoice was issued C. Payment status: This specifies one of the following: I. Do Not Pay: a. The invoice amount is 0, therefore no payment is required II. Unpaid: a. Payment has not yet been received III. Partially Paid: a. Payment has been received but in an amount less than the amount due IV. Paid: a. Invoice has been paid in full V. Overdue: a. Invoice is unpaid and past due VI. N/A: a. Payment status is not applicable for this invoice. D. Period Starts / Ends: The period for which an invoice is generated E. Due date: Date by which payment should be received F. Amount: Sum of all charges for this period minus credits / refunds continued... Section 07-pg.49 Ironton Telephone Company - July 11, 2017

50 Chapter 5 - Billing Information 2. Searching Invoices: A. Viewing Invoices over a Period of time: Default Option. I. Select the Calendar icon. a. The Calendar will open. b. Select the desired date. 01. Use the navigation arrows to move between months. c. Select the Today button for current date. II. Select the Include Void Invoices check box if desired. III. Select the Search button to post the Invoices. B. Viewing Invoices by number: I. Select the radio button to the right of Enter Invoice Number. II. Enter the invoice number in the text field. III. Select the Search button to post the invoice. C. Navigating Multiple pages: I. Use the Directional arrows to view multiple pages in a record. a. Advance to first or last page. b. Advance one page. II. Select the Refresh Icon to update the records. 3. Viewing, Saving and Printing an Invoice: A. Select the View icon in the result list to view or print a particular invoice. B. An Open Invoice dialog box will open. I. The window type will depend on the computer browser and operating system. C. Select the radio button to the right of Open With to view the invoice. D. Select the radio button to the right of Save File to save on the computer. Section 07-pg.50 Ironton Telephone Company - July 11, 2017

51 Chapter 5 - Billing Information Make a Payment: This screen is available only if this functionality is enabled by your provider. On this page you can see your current balance and top it up by choosing one of the available payment methods. 1. Payments: A. Enter the payment amount in the text field. B. Enter the Credit or Debit Card information in the associated text fields. C. To save the information: I. Select the check box to the right of the option. If you have a credit card with payment characteristics recorded in the system, it will be used by default. You can also enter the information for your credit card to make a payment. Change the amount if required before completing the transaction. D. Select the Pay Now button to complete the payment transaction. Section 08-pg.51 Ironton Telephone Company - July 11, 2017

52 Chapter 5 - Billing Information Payment Info: This screen is available only if this functionality is enabled by your provider. This screen allows you to set up the following parameters for automated periodic payments. 1. Enter the Payment Information: A. Enter the Credit or Debit Card information in the associated text fields. B. Select the Save button. 2. Auto Payments: A. Auto-Pay Invoices: The Auto-pay invoices using this payment method allows you to define whether a credit card should be charged at the end of the billing period. I. Select the check box to activate this option. B. Auto-Pay Balance: The automatic payment with a debit or credit card can be set when the balance crosses a specified threshold. I. Select the Pay check box. II. Enter the payment amount in the first text field. III. Specify the threshold in the second text field. a. When the balance crosses this threshold the credit card will be charged for the amount specified in the Pay field. 3. Saving Information: A. Select the Save Icon at the bottom left of the page when finished. Section 09-pg.52 Ironton Telephone Company - July 11, 2017