1. INTRODUCTION USING YOUR PHONE... 10

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2 Copyright Copyright 2017 Channel Telecom Ltd. Information in this document is subject to change without any notice. No part of this document may be reproduced, transmitted or stored in a retrieval system, in any form or by any means, electronic or mechanical, for any purpose, without the written permission of Channel Telecom Ltd. 2/92

3 Contents 1. INTRODUCTION Purpose of this document Related applications and documents Document Conventions Time-based Routing USING YOUR PHONE Getting Started Setting up the hardware Logging onto the Website Quick test to check connection Registering your installation address Emergency Calls Exploring the Website Administrators Configuring your Phone Security Settings Voice Mail Settings Access Voice Mail Settings Forwarding Voice mail Forwarding with Time-Based Routing Voice mail Settings Notification Voice mail Settings Greetings Privacy Settings Caller ID Blocking Privacy Settings Block Anonymous calls Your Phone Status Home Quick view of my phones Account Summary Diverting and Forwarding your calls Call Failover Call Divert Call Divert with Time-Based Routing Call Forwarding Call Forwarding Precedence Mobile Phone Twinning Call Forwarding with Time-Based Routing Managing your Voice mail Picking up messages from the portal website /92

4 Notification of messages via your phone Accessing messages via a phone Picking up messages via Picking up messages via SMS Checking on your Calls Calls History Click-2-Talk Setting up an Address Book Adding Entries Editing Entries Delete Entries Exporting Contacts Changing your settings by phone Getting Help Support Voice mail usage Key Phone Numbers Frequently Asked Questions Downloads PHONE FEATURES Do Not Disturb Call Ignore Call Waiting Call Waiting On Call Waiting Off Call Hold Call Transfer Attended Transfer Unattended Transfer Blind Transfer Twinned Phone Transfer Way Calling Call Parking and Retrieval Parking a call Retrieving a parked call Fault messages Ringing Call Pickup Group Pickup Directed Pickup /92

5 Fault message Pin Protected Outbound Calls Directed Voice Mail Record this Outbound Call MENU DESCRIPTIONS Home Summary Details Account Summary Security Features - Call Divert Features - Call Forwarding Features - Messages Features - Privacy Features - Failover Address Book Company Address Book Exporting Contacts Messages Voice mail Inbox Fax Inbox Picking up Fax messages from the website Picking up faxes via Calls History Support PHONE BUDDY System Requirements Phone Buddy versions Installing Phone Buddy Using Phone Buddy Activity My Contacts Recent Calls New Voice Mails Alerts History Phone Settings /92

6 Make Call Chat Alerts My Service Dialling numbers directly from a web page Dialling numbers by copying from a web page Phone Buddy Settings Notifications My Contacts rd Party Contact data Salesforce Zoho CRM Base CRM Generic URL Generic Program Dial support Miscellaneous Launch Web Portal Phone Buddy Activity Received / Missed / Made Calls New Voice Mails Click-2-Talk Call number Lync / Skype For Business integration KEYPAD MENU NAVIGATION KEY PHONE NUMBERS DIRECTORY Call Divert Follow me (Hunt Groups) Privacy Last Caller Miscellaneous Diagnostics Network Failure Voice mail Forward to Voice mail FAQ S /92

7 1. Introduction 1.1. Purpose of this document This manual is designed to be used in conjunction with the telephone portal website ( and provides you with all the information you need to use your phone and the many features of the phone service Related applications and documents Phone Buddy is an application that you can use on your computer and provides a number of facilities to improve productivity. It will only operate on Microsoft Windows based systems (Windows 7 SP1 onwards). The programme can be downloaded from the portal website via the Support->Downloads Menu. Its functionality is described in this manual. The System Administrator s Guide defines how to set up the phone system for a Company account and all its users. This can be downloaded from the portal website via the Support Menu. We offer two products with varying functionality; these are Silver and Gold. The Gold product has the additional features of Call Recording and Auto Attendant otherwise both products offer the same comprehensive functionality. For Gold product users there is an additional Administrators User Guide for the Auto Attendant and Call Recording Capabilities. This can be downloaded from the portal website via the Support Menu Document Conventions The manual is divided into three main sections; Using your Phone; guides you through a process of setting up the phone and many of the available features. Menu Descriptions; gives a sub menu by sub menu description of all of the web site functionality. Phone Buddy; guides you through the setting up and use of this PC application. The associated portal website is made up of a number of pages accessed by means of menus and sub-menus and tabs. Each page may then be divided into panels or boxes of information. This manual will use the convention of separating each level with a hyphen ( ) and use italics for tabs or panel headings, so for example, finding the place to set up a PIN for accessing your voice mail remotely is designated Account Security Change Service Pin. 7/92

8 There are a couple of features that occur on every page of the portal web site: To obtain further information about any particular feature on a page, hover over the adjacent help icon. Every data entry page finishes with a button. Please remember to use this whenever data is entered or amended or your changes will not be applied. Clicking on the Help text at the top right of the screen next to your user name will open up a new web page where you should select the appropriate help link. It is organised by chapter heading or alternatively you can search alphabetically for a topic using the Index function Time-based Routing Time-based Routing (TBR) is a feature that allows the System Administrator to define your company s business operating hours in terms of specific periods and then associate different call management scenarios with each of those periods. This is sometimes called feature scheduling. This allows calls to be routed a certain way during office hours and a different way out of hours. For example, you may want to have callers hear your standard voice mail greeting message indicating you are away from your desk when you are busy during the working day, but at lunchtime you may want them to hear a different message indicating you are closed for lunch. Time-based Routing is available on both Gold and Silver subscriptions and is capable of working alongside existing facilities where available - such as Auto Attendant, Voice mail and Call Forwarding / Divert. It is anticipated that TBR will be of use for a fraction of a phones within a company typically receptionist / switchboard phones for which a customer would want the routing of inbound calls to vary by time of day. These are the phones that are generally used to distribute calls using a feature like Call Forwarding or fronted by the Auto Attendant feature during the day. You can tell if your phone has the TBR Feature turned on by looking at the Quick View of my phones on your Home page and to see if the TBR icon is shown in the Highest Ranked Feature. If TBR is switched on then you will see an additional menu item on the following pages: Account Features Call Divert Account Features Call Forwarding Account Features Messages Voice mail Forwarding 8/92

9 The pick list attached to for period: lists the complete business hours schedule (as previously defined by your System Administrator). Your System Administrator will usually have already set the alternative strategies for each time period for you, but you can override them if necessary. Simply choose the relevant time period and make the change. As usual, click the button to save the relevant feature setting. 9/92

10 2. Using Your Phone 2.1. Getting Started Setting up the hardware Assuming you have a PC and broadband connection, you will need the following: The Setup and User Guide A Configuration Details sheet with your web logon ID and password. Telephone handset(s) provided by us All you need to do is follow the installation instructions in the Telephone Setup and User Guide provided with the handset. Please note that it can take a couple of minutes for the broadband to become established and the voice hardware and connection to our servers initialised. Logging onto the Website Once you re connection is established open up the portal website and log in using the Username (logon ID) and Password given in the Configuration Details sheet that came with your handset(s). If you experience any problems call Customer Services. The number to call can be found by hovering over the telephone icon at the top right of the Home page, or clicking on Talk to Customer Services Now Once you re logged on you will see the Home Page. The first place to look is the Quick view of my phones panel that should have a small icon of your phone(s) on the left hand side. The phone should have a pink coloured base if you are securely registered. If it s orange then wait for a while as registration is underway. If you see any other colour, or alternatively the icon stays blue with an orange base, you should call Customer Service. One of your phones should also have a green X on the base. This indicates your default phone and the one that will ring if you use the Click-2-Talk function. For a key to potential phone colours see chapter 2.3. Your Phone Status You may also see an icon in the Summary Details panel that means you have Voice mail or a Fax waiting for you. Hovering over this icon will show you which phone(s) have new mail. Clicking on it will take you to the Voice mail inbox page where you can review and listen to your messages. You can access any faxes waiting for you from the Messages Fax Inbox menu. 10/92

11 Quick test to check connection Try making an internet call - Calling 1451 will tell you your telephone number Try making a call to a friend's landline or mobile phone remembering to use the full area code Try calling your new phone from a landline or mobile phone Call yourself again and don't answer, you should be able to leave yourself a message When you next go to Home you should see the flashing icon to say you have new voice mail. Click on it and play your message You can also listen to your message by Phone - dial 8400 Look at the calls made and received under Calls History. Registering your installation address You must register the address of where your phone is located so that in the event of you making a call to the emergency services they know where to find you. The default address is the one to which your reseller delivered the phone, but it may have been moved since then. Please go to Account Summary Phones Summary and under the Actions column you will see an icon of a house. Hover over this with your mouse and it will display the installation address. If this is not the place where your phone is located, click on the icon and the following dialogue box will appear asking you to enter the correct address. Then click to register your changes. 11/92

12 Emergency Calls You can make 999/112 calls to the emergency services from your telephone, however there are circumstances when this is not possible: If there is a power failure, a broadband ADSL failure or your service is suspended. Be aware that the emergency operator may not be able to identify your location so you must always clearly state your address and telephone number. They may also be unable to hold your line open or call you back if your call is disconnected for any reason. It is very important that you keep your details up to date on the system, particularly your location address as explained on the previous page under Registering your installation address. These are the details shared with the emergency services if necessary. For that reason remember to change them even when you temporarily relocate. Exploring the Website You should find the website mainly self-explanatory so have a roam around and get the feel of it. Running your mouse over a menu heading will reveal a submenu list, just click on the one you want. In some cases sub-menu items have a further level of menu that is revealed when you run your cursor across them. Some pages have tabbed sections that bring up different panels as required. In many places you will see an icon. Running your mouse over these, or in come cases clicking on them, will display a tool tip box with additional information. Having gained familiarity with the website the following chapters will help you get the most out of your phone. You can access this manual on-line at any time by clicking on Help which is located next to your name at the top right of the website window. You can navigate this manual by using the contents list on the left of the window or look at the topics alphabetically by clicking on Index at the bottom left of the screen. A Search option is also provided. Administrators If your company account is for more than one phone you will need to appoint an Administrator to manage all the phones in your company. At this point the Administrator should refer to the System Administrators Guide. 12/92

13 2.2. Configuring your Phone Your phone supports many useful features for managing how it operates and how your calls are managed. The following sections take you through setting up your account. Security Settings Change Password Select; Account Security Change Password Your original password was given in the Configuration Details Sheet that came with your telephones. You should change it to something more memorable using this form. Change Service Pin Select; Account Security Change Service Pin This allows you to change your 4 digit PIN which is required to access your voice mail over any other phone whether landline, mobile or another internet phone. Just call or 8500 from another phone in your account pool, you will be asked for the phone number for which you want voice mail and then the PIN for that number. The Configuration Details sheet supplied with your hardware shows the default PIN given to your phone(s). The PIN must be 4 numerical characters. You can have a different PIN for each phone that you own. Then click to register your changes. You will get the following message to confirm the save operation. The Voice mail access details were successfully updated. 13/92

14 Voice Mail Settings Access Select; Account Features Messages Voice Mail Access For each phone that you own you can indicate whether you want the automated Voice mail prompt to be played to incoming callers when they are leaving voice mails. You can choose the number of voice mail items that are displayed on the Voice mail Inbox page. For those using devices such as tablets or smart phones to view the portal, an option exists to both generate voice mails and send them in attachments as mp3 files rather than the default wav format. Voice Mail Settings Forwarding Select; Account Features - Messages Voice mail Forwarding 14/92

15 You can choose when calls are forwarded to Voice mail. You can: Forward all your calls to Voice mail when you are out or don t want to be disturbed. Forward calls to Voice mail when you don t answer your phone. In this case you must also specify how long you want your phone to ring before it transfers to Voice mail. Forward calls to Voice mail when you are busy on the phone Clearly, the first option overrules the other two until it is turned off. You can also specify a phone number within your company to use as a shared voice mail box against any or all of the above three options. This allows you to centralise voice mail management (just like you are able to do when configuring the call forwarding feature). You can also associate a specific recorded message to be played before the call is forwarded. The Not answered greeting and Busy greeting fields allow you to choose from a list of valid recordings. For each type of greeting, if you leave the field set to <No recording>, a standard greeting will be played when your callers are connected to Voice mail. Messages can be downloaded or recorded via your phone from the Greetings tab (see below). These options can be set separately for each phone you own and then click to register your changes. You will get the following message to confirm the save operation: The Voice mail forwarding settings were successfully updated for the period. You may also get a warning if another setting has priority over these ones and will therefore render them ineffective until the other setting is changed. For Example if you have enabled Call Divert and then attempt to update your Voice mail settings here, you will see the following message: Call Divert is switched on and will override any changes you make here. The Account Summary panel shows you at a glance which features are enabled on your phone(s), and which have priority. You may like to know that Forward all calls to voice mail has the highest priority apart from Failover forwarding. 15/92

16 N.B. You can quickly enable Forward all calls to Voice mail from the Home page by clicking on the icon, which will change to, a useful tool if you are going out. Similarly, clicking the icon again can disable the feature. Note about the use of greetings For features like Forward calls to VM when not answered there is an explicit and obvious mapping to the Not answered greeting; similarly with Busy. These are known as explicit because they are defined by the user as part of the feature configuration. However, some features such as Call forwarding make an implicit use of Voice mail in the event that an incoming call is not connected to a user. It is important to know that all these implicit situations result in the Not answered greeting being used. 16/92

17 Voice mail Forwarding with Time-Based Routing If Time-based Routing (TBR) is turned on for your phone then you will see an additional menu item for period:, here you can set up alternative strategies for different Business Hours, as set up by your System Administrator. The pop up menu attached to for period: lists the complete business hours schedule. Your System Administrator will usually have already set the alternative strategies for each time period for you, but you can override them here if necessary. Simply choose the relevant time period and make the change. A description of Timebased Routing is given in the Introduction. If you set Forward all calls to Voice mail on a TBR phone then be aware that this will automatically cancel when the next scheduled time period starts as the phone will switch back to following the set strategy for this phone in that time period. Voice mail Settings Notification Select; Account Features - Messages Voice mail Notification While you can always check for Voice mail by logging onto the website it can be very useful to be proactively notified of messages: We can let you know by We can let you know by SMS to your mobile phone By default, we let your service phone know (if it supports message waiting ) Simply enter your address and your mobile phone number, tick the enable boxes and the system is set up. You can actually enter multiple addresses and mobile phone numbers from which you can select a single contact for and SMS messages, as the occasion requires. notifications also contain a recording of the message which you can play straight from the itself. 17/92

18 In addition, you can also control whether your service phone receives direct notifications this will control the message waiting indicator (be this a light and / or stutter dial tone.) Don t forget to click to register your changes. You will get the following message to confirm the save operation. The Voice mail notification settings were successfully updated. These features can be set separately for each phone you own. Voice mail Settings Greetings Select; Account Features - Messages Voice mail Greetings This facility enables you to create a library of greetings that you can use when forwarding calls to Voice mail. While the standard phone will usually only require two messages; when it is unanswered or when it s busy, a Time-based Routed (TBR) phone may use different messages for different times of the day and week. For example, you may want to have callers hear your standard voice mail greeting message indicating you are away from your desk when you are busy during the working day, but at lunchtime you may want them to hear a different message indicating you are closed for lunch. A description of Time-based Routing is given in the Introduction. Creating a library of Voice mail Greetings Select; Account Features Messages Voice mail - Greetings This panel allows you to either upload pre-recorded audio files or record them from your phone. These can then be used when setting up the main voice mail feature. 18/92

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20 Adding recordings Click the icon to add a new greeting recording. This will be followed by the following data entry form: Enter a name for your recording and a brief description for future reference. This will create a recording entry with a status of Not Provided. The next step is to upload or record the actual greeting announcement. Uploading recordings Click the icon to upload an existing recording. It is important that this recording is in the correct format. The file must be a WAV file that is recorded as 8K, 16bit mono. There are several programs available that can convert files to this common format. Two buttons are now displayed. Click the Add file button and you are presented with a standard file selection window. Select your audio file and close the window. If you have selected the wrong file you can choose a different file by clicking or continue on to upload the file by selecting. 20/92

21 Following an uploading progress window you will see the status change to Validating It can now take up to 5 minutes to validate and distribute the file around the system. You can check the status by clicking the refresh button. Once the file has been successfully processed the status will change to Valid. If the status changes to Invalid there was a problem with the recording, which must be corrected before the file is uploaded again. This is almost always a format problem so check that it is in the correct format as detailed above. Recording greetings via a company Phone Click the icon to record via your default phone. You will be presented with the normal click to dial confirmation window. Click and your default phone will ring. When answered, you will be asked to press any key (on the phone) to continue. At this point you must wait for the beep before starting and terminate the recording by pressing #. After completing your recording you will be presented with 3 options Press 1 to accept the recording Press 2 to listen to the recording Press 3 to re-record the recording 21/92

22 You must accept the recording before hanging up or you recording will be lost. Once recorded the panel shows the status as Valid and the Source as Recorded. The other Action icons available are: Download recording Click the icon to download an existing recording. You will be presented with the standard file download panel in your browser. Edit recording name Click the icon to change the recording name. Delete recording Click the icon to delete an existing recording. You will be presented a standard message box to confirm the deletion. 22/92

23 Privacy Settings Caller ID Blocking Select; Account Features Privacy Caller ID Blocking You can choose whether to stop the people you call from seeing your details. Just click the first check box to suppress your name and number. The people you call will just see Private Caller if they have a Display Caller ID capability. Do remember that many phones now have the facility of rejecting any unidentified callers. Alternatively, you may choose to allow your phone number to be passed with your call, but stop the recipient seeing your name. Click the second check box to suppress just your name. Remember to click to register your changes. You will get the following message to confirm the save operation. The Privacy settings were successfully updated. This feature can be set separately for each phone you own. Privacy Settings Block Anonymous calls Select; Account Features Privacy Block Anonymous Calls 23/92

24 You can choose whether to accept or reject calls from people who withhold their number. Alternatively you can forward anonymous calls to Voice mail or direct them to another telephone. Just click the box of the option you want. Remember to click to register your changes. You will get the following message to confirm the save operation. The Privacy settings were successfully updated. This feature can be set separately for each phone you own. 24/92

25 2.3. Your Phone Status Now that you have set up your phone and its features and services its time to see how you can manage your calls. Home Quick view of my phones Select; Home Quick view of my phones This is a very useful instant guide to the status of your phone, preferences and calls. The colour of this phone icon is key. It should be pink, which indicates that you are securely registered and everything is in order. The green cross indicates that this is your default phone, relevant only if you have more than one registered to you. Your default phone is the phone used when you make calls from the website by clicking on a number (Click-2-Talk) or when using the optional Microsoft Outlook Dialler. To change your default phone simply click on the telephone icon and the green cross will transfer. Hovering over the phone icon will display information about this phone and its connection. Other phone icon colours you may see are: Orange means that the phone is attempting to register and you should wait a short while until the icon turns pink before attempting to use it. If it stays orange this indicates that the device is having problems communication and you should contact customer service. This signifies a virtual number that isn t associated with a physical phone and only supports inbound calls. It s normally used to always forward calls to other phones. It will always remain this colour 25/92

26 Brown indicates that your phone registration has expired which means you cannot currently use it. The system reregisters you every hour or when you plug your phone into your connection device. Reasons why you may see a brown phone are: Your ADSL line has gone down Your ISP is experiencing problems with their service Your phone is out of order Your subscription has expired and you have been disconnected Hovering over this icon with your mouse will display the details of who last called you. It will give the number (unless it is withheld) and the date and time of the call. If the number is in your address book then the name of the caller will also be displayed. If you have Click-2-Talk enabled you can click on the icon to call back. Hovering over this icon similarly displays the details of the last person you called. The colour of the star in the icon indicates the status of the call Call was successfully completed Caller hung up before call was connected Call was not connected Call was rejected This icon indicates whether all calls are to be forwarded to voice mail or not. The red triangle indicates that forwarding is switched off while a green one indicates it s switched on. This is a quick way of forwarding all your calls to voice mail if you leave your desk. Click on the icon to switch mode. This icon indicates whether all calls are to be directed unconditionally to another phone or not. The red triangle indicates that diversion is switched off while a green one indicates it s switched on. This is a quick way of diverting all your calls to another phone if you leave your desk. Click on the icon to switch mode. The Highest Ranked Feature indicates which of your various settings currently has priority so that you can see at a glance which feature is in control of your calls. A more comprehensive list of the features available to you, their relative ranking and those you have enabled is shown in the manual entry for Account - Summary. 26/92

27 An icon indicates that Time-based Routing (TBR) is turned on for this phone. See the Introduction for a description of this facility. Please note that if you set Forward all calls to Voice mail or Divert all calls to another phone using the or icons on a TBR phone then be aware that this will automatically cancel when the next scheduled time period starts as the phone will switch back to following the set strategy for this phone in that time period. Account Summary Account Summary Phones Summary The main content of this table is the details of which features are available and which have been enabled. Move your mouse over the Call based or Other icon to see these details. They are described as follows: Call based features: shows the main call based features you have enabled in their order of effectiveness. Higher priority features take precedence over lower ones. e.g. Forward all calls to voice mail if enabled will supersede Call Divert even if it is also enabled. The general order of precedence of features is: Call Failover Forward all calls to voice mail Divert all calls unconditionally Call Divert if not answered or busy Forward calls to other numbers (Follow me) Forward calls to voice mail if not answered or busy Other Features: shows the other features which are available to you and which have been enabled by you, by the Administrator or by default. 27/92

28 Call Recording. If your subscription allows, your Administrator may have set up call recording for all, or a proportion, of calls made or received by your phone. If this is the case Other features will include Record Calls in the list. If followed by (A/c) both internal as well as external calls are recorded. The last column Actions indicates important actions the user must take in order to ensure proper registration of the internet telephone service. Here we illustrate the need for the installation address, a necessary requirement for the emergency services to find you in the event of dialling 999/211. See Chapter 2.1 Getting Started Diverting and Forwarding your calls A wide range of call management features are supported which provide great flexibility in how you deal with calls. Call Failover Select; Account Features - Failover This is a very important setting as it can ensure that you continue to receive your calls if your phone is not working due to your internet connection being disrupted. This may happen if there is a power failure, Broadband ADSL failure or connection device failure. It is important that you understand the details about what switching on failover does. The feature allows you to nominate a single phone number (land line or mobile) that you would like all your service phones to be diverted to unconditionally. N.B. You must encourage all users of the service to set up their failover numbers when they first receive the service, otherwise failover will not subsequently work for them. You must only enable this function once the failure has occurred as this feature takes precedence over all others. You will not normally be able to switch this feature on from your own computer as the ADSL or power will be disrupted. However, there are several other ways in which you can turn on failover: Access this web portal page from an unaffected computer Calling from a landline or mobile phone. In this case you will be asked for your phone number and its related Service PIN before failover is switched on. Ringing your Reseller and asking them to do so N.B. The failover setting of on/off applies to all phones associated with your site (i.e. tied to the post code of the installation address of each phone) - not just to the service phone you are using. So it is critical that the installation address of each phone is correct (see the section on registering your installation address in chapter 2.1 Getting Started ). 28/92

29 N.B. When failover is set on for a phone with Time-based routing switched on, failover will override any configuration that would otherwise govern routing of calls. In short, failover trumps all until it is switched back off. Don t forget to switch Failover off once your internet connection has been resorted. You can do this by accessing this page from an unaffected computer or by calling on a landline or mobile phone. You will need your Service PIN to complete this operation. You can check the current Failover setting by calling If you do set this feature by accessing the website remember to click to register your changes. You will get a message to confirm the save operation. The failover call forwarding settings were successfully updated. NOTE: Failover ONLY works against DDI numbers on physical handsets as it is designed to route traffic away from real phones to alternative numbers during periods of broadband failure at a user site. Virtual Numbers are not subject to failover policy. Instead, the best approach for Virtual Numbers is to divert calls coming to these to an alternative number using the Call Divert facility described below. Call Divert Select; Account Features Call Divert This feature allows you to divert calls to another phone number when you are away or already on the phone. Click the appropriate box to select the feature you want. Alternatively you can divert all calls unconditionally. This 29/92

30 unconditional divert option can also be set from the Home page Quick view of my phones. Calls can be diverted to any phone number whether a landline, a mobile or another number in your account. You also need to specify how long your own phone should ring before the call is diverted. Call Divert takes precedence over other call forwarding features you may have enabled. You can check which feature is currently in control on the Home page Quick view of my phones. Don t forget to click to register your changes. You will get the following message to confirm the save operation. The call divert settings were successfully updated. This feature can be set separately for each phone you own. Call Divert with Time-Based Routing If Time-based Routing (TBR) is turned on for your phone then you will see an additional menu item: Here you can set up alternative strategies for different Business Hours, as set up by your System Administrator. The pop up menu attached to for period: lists the complete business hours schedule. Your System Administrator will usually have already set the alternative strategies for you for each time period, but you can override them here if necessary. Simply choose the relevant time period and make the change. A description of Time-based Routing is given in the Introduction. If you set Divert all calls unconditionally to another number on a TBR phone then be aware that this will automatically cancel when the next scheduled time period starts as the phone will switch back to following the set strategy for this phone in that time period. 30/92

31 Call Forwarding Select Account Features Call Forwarding This is a powerful feature that enables calls to follow you wherever you are. The feature is switched on or off by clicking on the box Call the phones in the list below To use the feature you must compile a list of phone numbers that the system should try in order to find you. You can have these numbers rung in sequence or simultaneously. You can automatically add your own phone number by clicking on the appropriate check box if you would like that called as well. For any other phone number whether a landline, mobile or another phone in your account pool just enter them in the dialogue box provided and click to place it in your list. You can also add phones by Group. Your Administrator will have set these up, so that a group of phones can be added to the list that will all be rung simultaneously until one is answered. This can be useful in a sales or customer service department. 31/92

32 All the phones in your company will be displayed in the left hand list and can be readily moved to the chosen phone list by clicking on the icon, or transferred back by clicking on the icon. The or icons will move all numbers. Once a number is in the list you can select it and move it up or down the list by clicking the icons. Any non-company number moved to the Company Phones list will be deleted when the menu item is refreshed. You may also divert calls to the Voice mail of a specified phone if none of the numbers answers. You may also divert to a specified number not in the Chosen Phones list if none of the numbers answers. Click the appropriate box(es) to enable or disable these features and enter appropriate numbers. You must also decide if you want all of the numbers to be rung in sequence one after the other or all at the same time. Click the appropriate radio button to select your preference. Tell the system how long you wish the phones to ring before either trying the next one on the list, abandoning the call or diverting the call to voice mail. Next indicate whether you would like a distinctive ring style to indicate that a call has been forwarded to a particular phone. For example, if a call is forwarded to your phone it will use a different ring pattern to your normal one. There is a choice of 3 ring styles so if each of your phones is set up with a different ring style you can tell where a call is being forwarded from. Ring style 1 is one short ring followed by a long ring Ring style 2 is two short rings followed by a long ring Ring style 3 is three short rings followed by a long ring You may now select whether you want your Chosen Phones list to be followed for all calls your receive or just for calls received from external phones. Finally you can specify the pattern in which the Chosen Phones, will be called: either top down, randomly or last called plus one. This last option advances down the Chosen Phones list one number at a time to ensure an even distribution of forwarded calls. Don t forget to click to register your changes. You will get the following message to confirm the save operation. The call forwarding settings were successfully updated. This feature can be set separately for each phone you own. Be aware that if you have switched on Call Divert that will take precedence over Call Forwarding. A warning message will be displayed in this case. 32/92

33 Call Forwarding Precedence The general order of precedence of features is: Call Failover Forward all calls to voice mail Divert all calls unconditionally Call Divert if not answered or busy Forward calls to other numbers (Follow me) Forward calls to voice mail if not answered or busy Mobile Phone Twinning You can twin your mobile phone with your Company phone by adding the number to your Chosen Phones list and selecting to call the phones in the list At the same time. This means that both your desk phone and your mobile phone will ring at the same time. If you are nearby the office but take the call on your mobile, you can easily transfer it to your desk phone by keying service code *75 as described in chapter 3 Phone Features. Call Forwarding with Time-Based Routing If Time-based Routing (TBR) is turned on for your phone then you will see an additional menu item: Here you can set up alternative strategies for different Business Hours, as set up by your System Administrator. The pop up menu attached to for period: lists the complete business hours schedule. Your System Administrator will usually have already set the alternative strategies for you for each time period, but you can override them here if necessary. Simply choose the relevant time period and make the change. A description of Time-based Routing is given in the Introduction. If you set Forward all calls to voice mail on a TBR phone via the Home page or Account Features Messages - Voice Mail, then be aware that this will automatically cancel when the next scheduled time period starts as the phone will switch back to following the set strategy for this phone in that time period. 33/92

34 2.5. Managing your Voice mail The voice mail features are very comprehensive and allow you to pick up your voice mail from the website, via and via an external phone. If you have a new message for any of your telephones you will see a Voice mail icon on the Home Page. Picking up messages from the portal website Select; Messages Voice mail Inbox Unlike the telephone interface to messages, which allows access to voice mail from one telephone at a time, the web interface will allow you to access messages from all your telephones. When you select a telephone number from the top of the Voice mail Inbox page, any new messages for that number will be shown as an addressed envelope icon in the message list. From the call list you can see the time and date of the message, who it was from and the duration of the message. Additional details about the message can be seen by clicking the envelope icon. Normally the caller s number will be displayed unless the caller is listed in your address book in which case their name will be displayed (you can hover over the name to see the phone number in this case). The number will be blank if the caller withheld the number or for some international calls. If the caller hung up as soon as the message started to record, the duration will show as "-". These messages are deliberately kept so that you can see who called. If you have more messages than will display on a single page, you can pull up additional pages from the bottom right of the call list. 34/92

35 Play messages Messages can be played either from the message list or from the message details page by clicking the play icon. If your browser has difficulty playing the message try clicking on the download icon, which will both download the message and have your default media player play the message directly. Once a message has been played, it is automatically moved to the old message folder and the envelope will appear as in the message list. Managing your messages You can delete all your messages in a folder by clicking on the "empty" icon. Or delete some of your messages by selecting the message in the message list and clicking the delete icon. You can access details of each message by clicking on the envelope icon. Here you can play or download the message, delete it or forward it by clicking on the icon which allows you to: Copy a message into one of your other mailbox folders Family, Friends, Work or Trash Forward it as a new message to another telephone in your account it to someone. Click the large Click the small icon to execute your instruction. icon to return to the Voice mail list. Returning calls Click-2-Talk enables you to return a call by clicking on the name or number in the call list and it will connect you. Saving Caller details Clicking on the icon next to the callers name or number will take you to the address book for you to either edit an existing entry or to add a new entry. 35/92

36 Notification of messages via your phone Depending on the phone you have, you may be able to tell if a voice mail has been left for you on that phone. On some phones such as the SPA5xx series a red light at the top of the phone indicates this. On terminal adapters such as the SPA122, 2102 etc. a stuttering dial tone is present when you pick up the attached handset. This facility is called message waiting. You can control notification of the facility (e.g. turn off this facility) via Account Features - Messages Voice Mail Notification as described in Configuring your Phone in chapter 2.2 this manual. Accessing messages via a phone You can access your voice mail from a phone in one of three ways: Dial 8400 using your own service phone. The system can authenticate your phone and therefore connects you straight to your voice mail. Dial 8500 using another service phone in the same account. You will be prompted for your telephone number and then your 4 digit PIN, after which you will be connected to your voice mail. Dial using any other (external) phone e.g. from a mobile or land line. You will be prompted for your telephone number and then your 4 digit PIN, after which you will be connected to your voice mail. General Information When connected to your voice mail you will hear an announcement telling you how many new and old messages you have. The system records the time, duration and caller number of all voice messages; the time is read out prior to playback of the message. All this information is available via your portal website. On-Phone Help The system will prompt you with options available and the * key invokes help which repeats these options. Once you become familiar with the system it is possible to take short cuts, e.g followed by 5 as soon as you hear "You..." will play the first new message you have (or old message if you have no new ones) Voice Mail Folders The voice mail system supports several folders where messages can be stored New - Messages are first stored here on arrival. This folder will be the default folder if you have new messages 36/92

37 Old - Once a message has been heard it will be copied to this folder automatically. This folder will be the default folder to listen to if there are no new messages, but you do have old messages. Friends, Family and Work - These three folders are for your convenience for storing old messages. Subject to our fair-use policy we do not delete old messages from user folders. The options are as follows; Press 1 to select your default folder and listen to your new messages (or old messages if you don t have any new ones) Press 2 to change to another voice mail folder, then: 0 New Messages 1 Old Messages 2 Work Messages 3 Family Messages 4 Friends messages # Exit Press 0 to change your Voice mail settings, then: 1 Record your personal unavailable greeting. This greeting plays if you do not answer your phone within a certain time. 2 Record your busy greeting. This greeting plays if you are already on the phone when a second call comes in. 3 Record your name. Callers directed to Voice mail will hear the greeting "<Name> is unavailable" or "<Name> is on the phone. Please leave a message". 4 Record your temporary greeting. This will take precedence over any of the other greetings settings (those set in options 1, 2 and 3). 5 Change your 4 digit Service PIN number used to access the Voice mail service. * Return to the main menu # Exit Listening to Messages Once your voice mail folder has been selected, the system will announce and play the first message automatically, then: 3 Advanced Options. You will be presented with options to send a reply, hear the message details or to make an outbound call 37/92

38 4 Play previous message 5 Repeat current message 6 Play Next message 7 Delete current message 8 Forward message to the inbox of another of your phones 9 Save to Folder. You will be presented with the list of folders to select from The general menu options 0 and 2 are also available at this time When the message is playing * will rewind to the start of the message and # will fast forward to the end of the message. Use 0 (zero) to pause and resume the message. Select; Support Voice mail usage Instructions for telephone access Keypad menu navigation for a diagrammatic representation of the above information. Also see chapter 6. Picking up messages via To receive notification and a copy of your voice mail via you must first specify an address and enable the service. This is done via Account Features - Messages Voice Mail Notification as described in Configuring your Phone in chapter 2.2 this manual. notifications contain a recording of the message as an attachment which you can play straight from the itself. Picking up messages via SMS To receive notification of a voice mail by SMS on your mobile phone you first specify a mobile phone number and enable the service. This is done via Account Features Messages Voice Mail Notification as described in Configuring your Phone in chapter 2.2 this manual Checking on your Calls Calls History Select; Calls History The first two tabs on this page display all the calls you have made and received on all the phones registered to you in chronological order. The third tab allows you to search for particular types of calls: received, made or missed between specific dates. Optionally, you can filter the results of the search on the partial or full calling and called numbers, e.g. search for calls where the number calling starts /92

39 The Calls received / made tables give the time and date of each call together with which of your phones made the call. The To column shows the number that called you (or the callers name if the number is in your address book). The number will be blank if the caller withheld their number or for some international calls. Location gives you some information regarding the location of the caller where possible. Duration records the length of the call. Detail shows an icon to explain how the call was terminated: Call was successfully completed Caller hung up before call was connected Call was not connected Call was rejected Call was forwarded to your Voice mail Call was recorded Call was made to a conference number If you have more calls than will display on a single page, you can pull up additional pages from the bottom right of either call list. Saving Caller details Clicking on the icon next to the callers name or number will take you to the address book for you to either edit an existing entry or to add a new entry. Clicking on the icon will take you to the Company Address book, Shared Contacts for you to either edit an existing entry or to add a new entry. 39/92

40 Call Recording If your subscription allows, your Administrator may have set up call recording for all, or a proportion, of calls made or received by your phone. This may have bee set up to record only eternal calls but may also record internal calls as well. Any calls that have been recorded are indicated by a column. Click-2-Talk icon in the detail This feature permits you to click on phone numbers appearing in the website and have your phone automatically call them for you. You can also use it if you have implemented the Microsoft Outlook Dialler. 40/92

41 2.7. Setting up an Address Book Select; Account Address Book This powerful feature gives you the opportunity to store up to 1,000 frequently used numbers and to associate a convenient short code to speed up dialling. Contacts can be imported from Microsoft Outlook via a comma-separated-values file (CSV). The table can be ordered by Last Name, First Name or Business Name. You may then select the start letter of the relevant name and go straight to that part of the address book. If you have more contacts than will display on a single page, you can pull up additional pages from the bottom right of the contact list. The short code is displayed in ( ) after the complete number. Just pick up your phone and dial the short code to be connected. Each entry starts with a check box that should be selected as appropriate before editing or deleting a particular record. There is another source of general names and addresses under the Company Address Book that stores details of all numbers associated with your company s account in the Internal Directory. In addition there is a list of Shared Contacts. This address book is set up and managed by your Administrator. Click-2-Talk This feature permits you to click on phone numbers appearing in the address book and have your phone automatically call them for you. Similarly, you clicking on an associated address will invoke your system. 41/92

42 Adding Entries Click the icon to add a new address. This will be followed by the following data entry form: Add details as directed. In order not to conflict with Company short codes it s recommended that you start short codes with 2. Alternatively you can import contact date from a Microsoft Outlook commaseparated-values file by clicking on the icon. Simply browse for the CSV file name and click the icon. You should be aware that the Outlook contact data is free format in nature and so may not always be interpreted correctly when importing. It s suggested that you check the relevant data for completeness before getting Outlook to export to a CSV file and check it again once the import is completed. Editing Entries First click on the check box of the contact you wish to edit and then click the icon. The relevant data entry form will be displayed with all the information you had attributed to the contact that you can now amend appropriately. Delete Entries You can delete individual contacts by first clicking on their check box(es) and then clicking the icon. You can remove all address book entries by clicking on the icon. In each case you will be asked to confirm your request. Exporting Contacts You can export your address book in 3 different formats either as a commaseparated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spread sheet, or as and XML or PDF file. 42/92

43 2.8. Changing your settings by phone All the settings for your phone can be changed by calling specific numbers that are detailed at the end of this manual. You can also access the list from the portal website Support Key Phone Numbers Getting Help Support Select; Support The portal website provides extensive help on the individual pages of the site and under the Support menu. Voice mail usage This sub menu gives instruction for how to access your voice mail by phone, portal website and be notified via and SMS to your mobile phone. Chapter 2.5 details how to achieve these different methods. In addition Chapter 6 contains a phone keypad navigation diagram for the phone access method. Key Phone Numbers Details all the numbers you can dial from your phone to change your settings or access useful information. See chapter 7 for a full listing. External phone numbers for accessing voice mail and configuring Call Failover in the event of a network failure are also provided. Frequently Asked Questions A number of frequently asked questions are provided under this sub-menu. Alternatively they are reproduced in chapter 8. Downloads This lists various User Guides and reference documents that can be downloaded as PDF files. There is a useful tool to enable Click-2-Talk to work directly from the Microsoft Outlook contact database - the Outlook Dialler. This application runs on Microsoft Windows XP SP3 and above only. The Phone Buddy application can also be downloaded. This allows you to access productivity features of the web portal directly from your computer desktop. This application runs on Microsoft Windows 7 SP1 and above. 43/92

44 3. Phone Features These phone features are those controlled from the phone handset rather than the portal website. Some operations are dependent on the type of phone hardware you are using. This guide refers to either the Cisco SPA 504G or SPA 525G handsets. A list of the special codes used to activate some of these features can be found in chapter 6 - Key Phone Numbers Directory. A dialling action can be made by either pressing the Dial soft key under the display, pressing the loudspeaker button or picking up the receiver from the handset Do Not Disturb Pressing the DND soft key on the handset will temporarily make your phone unavailable for receiving calls. Any calls to this phone when DND is set will either hear the engaged tone or, if any Voice mail feature such as Call Forwarding to Voice Mail has been activated for this phone number, they will hear a short message, typically The person on number XXX is unavailable, please leave your messages after the tone. When you have finished hang up or press the hash key. When DND is turned on, the phone handset will display a message indicating which key to press to deactivate the DND operation. Typically the display would show dnd or Clr DND. If you select DND and it has been set to Forward all calls to Voice mail on a Time-based Routing phone then be aware that this will automatically cancel when the next scheduled time period starts as the phone will switch back to following the set strategy for this phone in that time period. See the Introduction for a description of Time-based Routing Call Ignore If you do not wish to take an incoming call on your phone you may press the ignore soft key. The caller will then either hear the engaged tone or, if any Voice mail feature such as Call Forwarding to Voice Mail has been activated for this phone number on the portal website, they will hear a short message, typically The person on number XXX is on the phone, please leave your messages after the tone. When you have finished hang up or press the hash key. The ignore command deactivates automatically on the incoming call terminating. 44/92

45 3.3. Call Waiting Call Waiting On To turn Call Waiting on dial service code *56 on your phone handset. There is no confirmation given, but Call Waiting will remain active until turned off. If you are on another call when a third party calls, Call Waiting will let you know there is an incoming call by momentarily ringing your phone and flashing the Voice Mail Notification strip at the top of the phone handset and if you have another line available it will also flash that line button. There will also be an occasional bleep heard on your phone. If a Voice mail feature has not been activated for this phone number then the third party will stay on the line hearing a ringing tone indefinitely until you either terminate your current call or press the second line button. In this latter case you remain connected to your original call and may switch between the two using your line buttons. If a Voice mail feature has been activated for this phone number then the third party will stay on the line only for the time you specified in Voice mail settings on the portal website at which point they will hear the Voice mail message. Call Waiting Off To turn Call Waiting off dial service code *57 on your phone handset. There is no confirmation given, but Call Waiting will remain inactive until turned on. In this case if you are on another call when a third party calls they will either be given a busy signal or, if a Voice mail feature has been activated, they will receive the Voice mail message Call Hold If you wish to put a current call on hold then either press the Hold soft key or the button with the hand symbol on the handset. This keeps the other party on the line (hearing either silence or Music on Hold if that has been configured) but communication is suspended until you press the Resume soft key on the handset. Note that pressing the hand symbol button again will not resume the call Call Transfer There are three types of transfer supported by the system. They differ based on a) whether you wish to talk to the person you will be transferring to before making the transfer (attended), or not (unattended or blind transfer), and b) what number the person you are transferring to sees on-screen. 45/92

46 Attended Transfer To transfer a call you have answered to another phone press the Transfer or Xfer soft key on the handset. This puts the current call on hold and you will hear a dial tone. Dial the number (or short code) for the person you wish to transfer the call to and when they answer you may speak privately to them before completing the transfer of the call. To do this press the Transfer or Xfer soft key again at which point the call will be transferred and you may hang up. Unattended Transfer To transfer a call you have answered to another phone without the waiting for the callee to answer, the approach is similar to the attended transfer case. Press the Transfer or Xfer soft key on the handset. This puts the call into hold and you will hear a dial tone. Dial the number or short code for the person you wish to transfer the call to and as soon as you hear a ringing tone press the Transfer or Xfer soft key again. The call will be transferred and you may hang up. Blind Transfer If you want to make an unattended call transfer where the receiving phone displays the originating call details, rather than the transferring phone details, then press the Blindxfer or Bxfer soft key (you may need to scroll the handset display to the right using the round navigation pad) and when you hear ringing hang up. The call will be transferred Twinned Phone Transfer If you have twinned your mobile phone with a company account phone in your Call Forwarding settings (this means setting up simultaneous call forwarding to ring the service phone and your mobile phone at the same time) you can subsequently transfer the forwarded call initially taken on your mobile phone to your desk phone by dialling service code *75 followed by any dial key. You will first hear an engaged tone for a short time (this tells you that the system has identified the call to pick up) and then your phone will ring. On answering, the ringing call will be transferred directly to your service phone Way Calling To share a call between 3 parties you make use of the conference facility on your phone. Call the first person you wish to speak to and when they answer press the conf soft key on your phone. This places the first call on hold and you will hear the dial tone again. Call the second person you wish to hold a joint call with either using their full number or a short code. When they answer you can have a private conversation with them as they first person is still on hold. Finally press the conf soft key once more and all 3 of you will be connected. If you want to leave the call but still permit the other 2 parties to continue the call press the join soft key. However, as you initiated the call you will be billed for the whole call whether you are involved or not. 46/92

47 3.8. Call Parking and Retrieval Call parking allows you to put an incoming call on hold on one phone and then pick it up on another. This is achieved using the phone s Hold facility and particular Service Codes. The Call Parking action effectively transfers a call to an unused extension number and puts it on hold. It remains on hold for up to 10 minutes until picked up by another extension or the original phone. If the call is not picked up within the 10 minute time limit then it transfers back and rings the phone that originally parked it. Some phone handsets have additional soft keys to aid the Call Parking process. Specifically the Cisco SPA 525G has a Park soft key, you may need to scroll the handset display to the right to find these. Parking a call Answer a call on your phone Put the call on hold by pressing the Hold soft key on your handset The caller will either hear music if you have selected the Music on Hold option for the particular phone or they will hear a message requesting them to Please wait while your call is being transferred. Dial service code *83 and press any dial key or, if available, press the Park soft key. You will then hear a message The caller has been parked at extension XXX The call has now been parked and the phone can be used to make or receive other calls. Retrieving a parked call From any other Company phone dial service code *84XXX where XXX is the extension the call was parked to and then press any dial key. Initially a line busy tone will be heard followed a few seconds later by a ringing tone that should be answered by pressing the Answer soft key on your handset. Fault messages If no call can be found to park after dialling *83 or pressing the call Park soft key you will get a message There are no valid calls to park. If the wrong extension (XXX) number is keyed with *84 you will get a message Unable to find a valid call to pick up Ringing Call Pickup Group Pickup If you are a member of a Call Pickup Group then you can pick up another group members ringing call if they are unavailable or busy. 47/92

48 When you hear their phone ringing press the GPickUp soft key, or dial service code *88 and the dial soft key on your phone, but don t pick up the handset. You will first hear an engaged tone for a short time (this tells you that the system has identified the call to pick up) and then your phone will ring. The ringing call will be transferred directly to you. Directed Pickup You can answer a ringing phone within your company without being in the same call pickup group by dialling service code *89XXX where XXX is the number or short code of the ringing phone. On dialling the number you will first hear and engaged tone for a short time (this tells you that the system has identified the call to pick up) and then your phone will begin to ring. The ringing call will be transferred directly to you. Fault message If no ringing call can be found to pick up using either group or directed pickup you will get a message There are no valid calls to pickup Pin Protected Outbound Calls This feature allows you to make outbound calls from a phone that has external calls normally barred as set by the System Administrator. Dial service code *76 followed by the phone number (short codes not allowed) and then press any dial key. You will then be asked for your service PIN number which you should enter and press any dial key once more. The number you entered will then be rung Directed Voice Mail This feature allows you to connect straight to another Company account phone s voice mail directly without ringing the recipient s phone first. Dial service code *85 followed by the Company account phone number (short codes not allowed) and then press any dial key. You will then get the standard The person on number XXX is unavailable, please leave your messages after the tone. When you have finished hang up or press the hash key Record this Outbound Call If your phone is configured for call recording (see Gold Subscribers Manual), and set to record a percentage of outbound calls (if for example, for quality control or training reasons you record a subset of calls during normal operation), using this feature allows you to ensure that the call you are making will be recorded regardless of those percentage settings. Just dial *74 followed by the number you wish to dial, and your call will proceed as normal. 48/92

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50 4. Menu Descriptions 4.1. Home Summary Details User Information gives logon and last access information together with the date you last changed your password. Clicking on P word changed: will take you to Account - Security Change Password. Recent Calls provides information about calls missed and those received today, together with details of who called last. Clicking on Received Today: will take you to the Calls History panel. See chapter 2.3 Your Phone Status - Quick view of my phones. Call Summary displays how much time each of your phones (up to 10 of them) has spent on either making or answering calls over a given time period. You can export this data in PDF format file Account Summary Select: Accounts - Summary Phones Summary. See chapter 2.3 Phone Status 50/92

51 Details Summary This confirms the details currently held about you. Hovering over the will give you information on how to change these details if you think they are incorrect. Use the icon to add details and the icon to delete. Don t forget to Security See chapter 2.2 Configuring your Phone. Features - Call Divert See chapter 2.4 Diverting and Forwarding your calls. Features - Call Forwarding See chapter 2.4 Diverting and Forwarding your calls Features - Messages There are 3 tabs Forwarding/Access/Notifications See chapter 2.2 Configuring your Phone for setting up the conditions for forwarding your calls to Voice mail. Features - Privacy See chapter 2.2 Configuring your Phone. Features - Failover See chapter 2.4 Diverting and Forwarding your calls. Address Book See chapter 2.7 Setting up an Address Book. 51/92

52 4.3. Company Address Book Select; Company Address Book The Internal Directory tab gives details of all the other users covered by this account. The table can be ordered by Last Name or First Name. You may then select the start letter of the relevant name and go straight to that part of the address book. If you have more contacts than will display on a single page, you can pull up additional pages from the bottom right of the contact list. The short code is displayed in ( ) after the complete number. Just pick up your phone and dial the short code to be connected. The Shared Contacts tab provides details of contacts generally useful to all users. Exporting Contacts You can export your address book in 3 different formats either as a commaseparated-values (CSV) file by clicking on the icon, useful if you want to export them to a Microsoft Excel spreadsheet, or as and XML or PDF file. This address book is set up and managed by your Administrator. 52/92

53 4.4. Messages Select; Messages Voice Mail Inbox Voice mail Inbox See Chapter 2.5 Managing your Voice mail Fax Inbox While it is normal for certain phones to be dedicated to receiving faxes, in fact any phone will receive and store a fax as long as the phone isn t answered when ringing and is set up to forward to Voice mail. If you have a new message for any of your telephones you will see a Fax icon on the Home Page. Picking up Fax messages from the website Select; Messages Fax Inbox When you select a telephone number from the top of the Fax Inbox page, any new messages for that number will be shown as a printer in the message list. The call list shows the time and date of the message and who it was from. Normally the caller s number will be displayed unless the caller is listed in your address book in which case their name will be displayed (you can hover over the name to see the phone number in this case). The number will be blank if the caller withheld the number or for some international calls. If you have more faxes than will display on a single page, you can pull up additional pages from the bottom right of the call list. View Faxes Faxes are stored as PDF files so clicking on the view icon will bring up your PDF viewer assuming your computer has one installed and display the fax. 53/92

54 Managing your messages You can delete all your messages in a folder by clicking on the "empty" icon. Or delete some of your messages by selecting the message in the message list and clicking the delete icon. Picking up faxes via To receive notification and a copy of the fax via you must first specify an address and enable the service. This is done via Account Features - Messages Voice Mail Notification as described in Configuring your Phone earlier in this manual Calls History See chapter 2.6 Checking on your Calls Support See chapter 2.9 Getting Help Support. 54/92

55 5. Phone Buddy Phone Buddy is an application that sits in the system tray of your Windows PC and provides several productivity features such as: Screen pop ups on your computer that show when you have an incoming call, Voice mail or text - and who it is from Integration with certain third party CRM services (e.g. Salesforce) to identify callers by name and optionally screen pop directly into the CRM application where possible Ability to synchronise status with Skype For Business (SFB) and act as a bridge for calls made from the SFB client to the PSTN Assisted dialling of correctly formatted hyperlinked numbers on a web page (e.g. those starting sip:, tel:, callto:) Quick access to your portal website with no need to log in Access to your internal directory, personal and shared (company) contacts Access to recent made, answered and missed calls, plus Phone Buddy alerts Access to unread Voice mail messages Ability to quickly change DND or Divert All Calls (aka CFwd) settings Support for a customisable Quick Call bar where key speed dials can be defined Company Address Book access with the ability to Click-2-Talk, leave Voice mail messages directly for colleagues as well as the ability to instant message them Call Recording downloads, file integrity verification and deletion (for the Company Administrator s account with a Gold subscription only) (Depending on version) ability to monitor call activity and DND / Divert status of colleagues phones System Requirements Phone Buddy will only operate with Microsoft Windows based systems with Windows 7 SP1 (and above) installed. It requires the.net Framework to be installed on the PC. Phone Buddy versions Two versions of Phone Buddy are supported: Standard Enhanced = Standard + call-based presence (in call, on DND etc.) The latter uses a licensing model whereby blocks of Enhanced licenses can be purchased. 55/92

56 Installing Phone Buddy Select; Support Downloads Download the application file by clicking on the icon. Run the installer and, when completed, you will be prompted to start the application. Alternatively, double click on the Phone Buddy program icon on your desktop. A logon screen will then appear: You can enter your account logon and password (the same credentials used for your portal website access). You can also choose an initial status to show to your other Phone Buddy contacts (and your SFB contacts if synchronisation is enabled and SFB is running on the same PC as Phone Buddy). Once authenticated, the Phone Buddy application icon should now appear in your system tray. Clicking on it should show your current status. In addition to the system tray icon appearing, the main Phone Buddy window should appear. It will look similar to the following: 56/92

57 Phone Buddy is uses a single window model where the functions that are used the most often are accessible from icons available across the top of the application (1). The main icons represent the following functions: Contacts Recent Call History New Voice Mails Recent Alerts Phone Settings Make Call Settings Phone Buddy supports flags on certain top-level items which will indicate events you may have missed: (1) Missed call (2) New Voice Mail (3) New Alert In certain cases e.g. Contacts, a sub-menu (2) is employed to split the top-level functions functionality out into separate parts. This sub-menu will appear as required. Where appropriate, a simple search mechanism (3) is used to identify a record quickly. Used in conjunction with the live search facility (see Settings) the 57/92

58 search will act as a filter which quickly zeroes in on the required data e.g. a specific contact. Extra icons may be employed the the right of the search bar (4) if required. For example, the favourites icon will be shown if the Directory sub-menu of the Contacts icon is shown. Finally, most information is shown in a tabular format (5). This allows filtering and sorting, selection of individual items etc Using Phone Buddy From the main window The top level options include: Menu option Contacts Recent Calls New Voice Mails Recent Alerts Phone Settings Make Call Settings Description View up to 4 types of contacts: Internal Directory Personal Shared Favourite Internal contacts (optional) View up to 3 types of calls: Missed Received Made Access any unread Voice mails. View and react to any alerts sent by other Phone Buddy users to you. Set DND or Divert on your phone. Launch the Quick Call toolbar. Control operation of Phone Buddy. See the section Phone Buddy settings below. To reactivate Phone Buddy right click on the application icon in the system tray to show the program options list: 58/92

59 Available options are listed here some are covered in more detail below: Menu option Launch Web Portal Activity Contacts Recorded Calls My Status My Service Call Settings About Exit Description Launch and automatically log in to the Portal using your web credentials Access any recent alerts, calls, Voice mails, texts or faxes. Access internal company contacts and shared contacts. Allows variety of communications options. (System Administrators only) Allow search, download, verification and bulk deletion of call recordings. Allows the user to indicate if they are busy, away from desk or available to be called. This status is remembered across Phone Buddy sessions. Access a dashboard where activity can be checked, basic phone settings can be altered (DND, Diverts). Click-2-Talk a number that was copied from the web / a document. Anything in copy/paste buffer will be inserted. Also supports Voice mail and Customer Services access. Control operation of Phone Buddy. See the section Phone Buddy settings below. Information about version, connectivity options etc. It also shows if you have a default phone defined (to make Click- 2-Talk calls). Shut down Phone Buddy. 59/92

60 Activity The panels accessible from the Activity submenu allow you to see who has been in contact and by what means. Most of the panels replicate those seen on the portal, and present the relevant information as a table of entries. Contacts represents a single place to look up colleagues and business contacts. From this panel you can initiate calls, compose and send texts or launch your program where appropriate. My Status allows you to control your activity status to indicate your availability to colleagues. My Service summarises recent communications and acts as a hub for accessing other functionality. It also allows you to control the basic divert and DND settings for your default phone. The menu items are now presented in more detail. 60/92

61 My Contacts Modelled on the portal Company and Personal Address Books, the My Contacts panel shows your company colleagues, and your personal address book as well as any shared contacts the System Administrator has previously defined on the portal. The columns shown on the Internal Directory tab cover: Activity status (e.g. available, away etc.) which can be set using Phone Buddy Call-based status for their phone (optional extra) which shows when colleagues are on the phone, on do not disturb, or call forwarded Colleague full name Any associated primary extension (aka short code of their default phone ) The users can be grouped by department if required (this is configured in Settings ). Searches can be done on any part of a full name and, subject to the correct settings, can be done in real time (i.e. as the user types characters). Once a contact has been identified, highlighting it in the list results in several options being accessible from a right click: 61/92

62 The options vary depending on type of contact (internal vs external) and information available e.g. whether they have a mobile number etc. Option Meaning Call Text Chat Alert Call one of the contacts numbers Leave voic on the contacts service number (if appropriate) Send a text message (SMS) to a mobile recipient or contacts service number (if appropriate) Send an if the contact has an address defined Begin an IM chat with them (in real-time where their Phone Buddy is logged on) Send them an alert (in real-time where their Phone Buddy is logged on). NOTE: where their Phone Buddy is no logged on any IM chat messages or alerts you send will be forwarded to them if they subsequently logon to Phone Buddy (within a short period of time). The Personal Contacts and Shared Contacts tabs allows you to Click-2-Talk contacts, send s and texts. In this respect, it is similar to the Internal Directory tab, just without the presence and IM features. The My Contacts panel can be positioned in a convenient place on the screen and left there, or minimised for use later. There are also several settings options which govern the behaviour of this panel. Contacts phone numbers can be directly dialled by double clicking on the contact (subject to settings). In the Phone Buddy Enhanced (PBE) version, the Internal Directory supports the concept of a (paid for) optional extra feature called Favourites which allows several phones to be identified for monitoring phone line activity (sometimes called BLF monitoring), state changes such as DND and Divert All Calls. Once the Directory option has been selected from the My Contacts top level menu, a new second level menu called Favourites is visible (1). Selecting this option shows a panel ( Manage Favourites ) which allows a certain number of extensions to be added for BLF / DND monitoring: 62/92

63 This window allows the selection of contacts from the Directory by simply dragging them into the Manage Favourites list. When the window is closed these contacts are saved as favourites. The chosen contacts will be identified back in the main list with a symbol [+] next to each of them (2). In order to see just those chosen favourites, as opposed to the full list of internal contacts, a quick filter (3) is provided. The filter button changes to a white solid heart symbol when this filtering is on, and reverts to an outline heart symbol otherwise. 63/92

64 Recent Calls The recent calls panel allows you to view your missed, received and made calls. For each call you select, a call card can be viewed which gives details of the particular call and, if your configuration allows it, a hyperlinked number you can click to dial e.g. for returning a missed call. Missed calls are signified by a yellow triangle overlaying a portion of the Recent Calls icon. This yellow flag will stay lit until the call history has been reviewed here. New Voice Mails This panel shows any Voice mails that have not been read. Each Voice mail can be downloaded and, as with the recent calls option, selecting each entry will show the call card, allow call back where appropriate etc. New voice mails are signified by a red triangle overlaying a portion of the New Voice Mails icon. This red flag will stay lit until the voice mail has either been downloaded here, listened to using 8400 or processed using the portal. 64/92

65 Alerts History The Alerts panel shows a history of the Phone Buddy alerts received during this Phone Buddy session. It allows you to review the alerts and reply to the sender(s) as appropriate. Selecting each alert shows an associated alert card" which, just like the call cards in Recent Calls, shows sender information and any callback number. New alerts are signified by a gold triangle overlaying a portion of the Alerts icon. This gold flag will stay lit until the alert has been read. Phone Settings You can control some of the important feature settings of your phone(s) from this panel. Your primary (aka default) phone is listed first, followed by any other phones assigned to you. 65/92

66 You can turn on DND or Divert All Calls for your phone, just as you can direct from the handset (where supported). If both are set on, DND overrides Divert All Calls and your calls to your phone will typically be directed to Voice mail. Make Call Clicking on the Make Call icon launches the Quick Call window. This window provides 3 standard speed dial icons: Number which launches the Call number window. My VM which performs a Click-2-Talk to your Voice mail number Support which performs a Click-2-Talk to your Resellers support number (where this is available) It also provides a More option which allows you to manage a number of custom speed dials. These will appear typically between the Support and More options: The Quick Call window can positioned and left on-screen for use as required. 66/92

67 Chat Basic point-to-point and multiple participant chat is supported. A chat is initiated by choosing a contact in the My Contacts list, right-clicking and selecting Chat. If you wish to send messages to more than one person, you can launch the chart participants window from the initial chat window and then drag other intended recipients into the list from the My Contacts list. Subsequently, any messages sent will each be sent to all participants. Anybody who is not online (i.e. not running Phone Buddy) at the time a message is sent will have the message stored until they next logon (subject to a time limit for stored messages). Alerts Alerts can be sent to another Phone Buddy user by right-clicking on a contact in the My Contacts list and choosing the Alert option. There are several options for sending alerts: 67/92

68 These are comprised of three fixed text alerts plus the ability to send a freeformat text alert. In this latter case the alert is types and the yellow triangle is clicked to send the alert (do not attempt to press the Enter key to send). As with Chat, messages sent to offline users will be stored and attempted to be forwarded when possible. My Service This is a dashboard view of the current status of calls, Voice mails etc. you have received as well as basic phone settings. This view also exposes some of the most used features as shortcuts on the top bar: My Status ability to see and (by right clicking) change my status Launch My Contacts panel Call My Voice mail using Click-2-Talk Make a Click-2-Talk call Access Settings panel Under the Activity tab, you can launch the relevant Phone Buddy panel by pressing the button e.g. Received. Alternatively, you can access the relevant portal page by clicking the icon in the bottom right corner e.g. the icon next to Calls below the Received button - to launch and access the portal version of the call history. The Phones tab allows you to set the same basic settings for a phone as you can on the home page of the portal (in the Quick view of my phones panel). This covers forwarding all calls to Voice mail (aka Do Not Disturb) and diverting all calls to a designated number. 68/92

69 Like the My Contacts panel, the My Service panel can be positioned in a convenient place on the screen and left there. Dialling numbers directly from a web page Where a number on a web page has been encoded with one of sip:, callto:, tel: protocols, Phone Buddy can be configured as the program of choice to initiate calls via by using the Default Programs feature in the Windows Control Panel. For example, here is a view of the sip: protocol near the bottom of the list: During Phone Buddy installation, the application configures itself as an option for each of the above-named protocols. NOTE: it is possible a subsequent install of another communications product (e.g. Lync, Skype etc.) may set itself as the chosen option instead of Phone Buddy. Note also that installing Lync disables the TAPI mechanism which has also caused some issues with service integration. Dialling numbers by copying from a web page Where a number on a web page has NOT been encoded with a supported protocol, Phone Buddy still provides some rudimentary support in that the number can be copied from the web page and made use of by: 69/92

70 selecting the number in the web page and right clicking -> Copy clicking on the Call number and the number will be pre-selected in the text box with some basic formatting done: checking the number, then pressing See the section on Call number below for more details, as well as the Settings section for a way to make clipboard dialling even faster Phone Buddy Settings Before general use, the first task is to set up Phone Buddy based on your needs. Notifications Select; Settings - Notifications This panel allows you to set several arameters governing the way inbound notifications of calls and other significant events will be flagged to you. This covers the following options: 70/92

71 Display popups for new ringing calls / answered calls and voice mails (VMs) Selecting a combination of these options means your PC displays a pop-up informing you of an incoming / answered call on one of your service phones or the receipt of a voice mail. Popups should include Numbers and Names Choose from the pull down list whether you would like Numbers and or Names or both displayed in the popup. This information is collected from the address books on the portal website. Decide how long you would like the popup to display for. The default is 10 seconds. Decide on the style of popup there are several styles supported e.g. original (can be seen above), contemporary etc. Popups include company Check this box if you would like associated company information if we can locate the name of the caller from one of the Address Books you have previously populated via the Portal. Check 3 rd Party Providers Decide whether you wish to use contact information from the aforementioned Address Books or from certain external services when identifying incoming calls from the phone number. This feature is described in more detail below. If you only want to use an external service to resolve the number this should be set to only. and pop Decide whether you wish the external service to screen-pop a record if the contact can be identified from the incoming phone number. This depends on external service support for this feature. Play Sound on Notification Check this box if you would like a sound played when the popup appears, or if you wish the notification to be visual only. My Contacts Select; Settings My Contacts 71/92

72 These settings affect the behaviour of the My Contacts panel: Group Directory contacts Where department has been defined as part of internal contact setup, this option will group internal contacts by department when Phone Buddy starts up. The option only applies to internal contacts. Group Personal / Shared contacts Where company has been defined as part of a personal or shared contact setup, this option will group contacts by company when Phone Buddy starts up. The option only applies to personal or shared contacts. Live search This option, applying to internal, personal and shared contacts, alters the search results in real-time as you type the surname, first name etc. Double-click settings This setting allows you to quickly access a contacts phone number(s) for dialling. It applies across all types of contact. 3 rd Party Contact data Select; Settings 3 rd Party Contact data Phone Buddy supports a level of integration with certain 3 rd Party CRM tools such as Salesforce. You can choose one of the supported services (called Contact Providers in Phone Buddy) to perform contact lookups against. Their primary job is to identify a contact / prospect or other person from the incoming phone number, typically by accessing their own data store. In addition, they may be able to show the contact information (called a screenpop) themselves i.e. within their native user interface such as a web browser. 72/92

73 The current options for providers are: Microsoft Outlook (where it is installed on the Desktop) Salesforce (editions supporting Web Services API ) Zoho CRM Base CRM Generic URL screen-pop information for services you utilise that are accessible via an arbitrary URL you provide Generic Program the ability to hook out to a custom piece of code which can be written to interface directly with a customer s own CRM system Choose the option you want and click to save the information. Phone Buddy may check the connection with 3 rd party providers e.g. Salesforce. Note that when Phone Buddy receives call notifications, these 3 rd Party options only work when the Check 3 rd Party Contact Providers setting is set to only. Otherwise the Company and Personal Address Books will be searched using the CLI details on the incoming call. The information Phone Buddy can provide to the 3 rd Party Contact Provider consists of: Callers CLI Originally called CLI e.g. a Virtual Number representing Sales Targeted CLI the number belonging to the user logged on to Phone Buddy that is currently receiving a notification So using the 3 rd Party Contact providers feature makes sense where customer data resides outside of the telephony system. 73/92

74 Specific Contact Provider settings follow are presented in the following sections. 74/92

75 Salesforce Select; Settings 3 rd Party Contact data Salesforce Enter your Salesforce User Name and Password. In addition, to access the service you need to generate a Salesforce Security Token on the Salesforce website follow the instructions contained within the page at the URL Once generated, copy and paste that token into the Security Token slot. Click to save the information. Note that the search pattern Phone Buddy uses when talking to the Salesforce API uses the standard data model classes Contact, Lead and Account. So Salesforce applications built on the out-of-the-box model will work fine, whereas custom applications will require the use of the Generic Program option and also require the customer to write code using the custom API generated by Salesforce in a separate Windows executable. 75/92

76 Zoho CRM Select; Settings 3 rd Party Contact data Zoho CRM Enter your Zoho CRM User Name. In addition, to access the service you need to generate a Zoho CRM Auth Token on the Zoho CRM website follow the instructions contained within the page at the URL Once generated, copy and paste that token into the Auth Token slot. Click to save the information. Base CRM Select; Settings 3 rd Party Contact data Base CRM 76/92

77 To access the service you need to generate a Base CRM Access Token from your Base CRM website follow the instructions contained within the page at the URL Once generated, copy and paste that token into the Auth Token slot. Click to save the information. 77/92

78 Generic URL Select; Settings 3 rd Party Contact data Generic URL The generic URL provider simply takes the URL of a web-based service (your company owns / develops / uses) that will attempt the identification of the caller from the incoming phone number in a browser window (in order to achieve this, the service will typically have a well-known published entry point for the lookup). Put the web address of your bespoke service in the Provider URL field. As part of the URL, you can use monikers that will be substituted with the actual phone numbers involved in each subsequent call in real time. Three monikers are available: Moniker Description [CLI] the calling number [CLICALLED] the originally called number - so you can distinguish between calls to, say, a sales or a customer service number that you operate [CLITARGET] typically this is the phone that ends up physically ringing - and will be owned by the person running Phone Buddy (more often than not this number will be in a call forwarding group or chain) Any of the buttons will add the moniker at the current cursor position in the text box. Hypothetical examples of usage could be: 78/92

79 which invokes your service URL with the calling phone number (for customer identification), or, say: which invokes your service URL with the calling phone number, plus the public facing phone number they called (for example so you can pop the correct sales or support script for your employee to follow). As you can imagine there are lots of potential uses for this feature. When the URL is complete, click to save the information. Generic Program Select; Settings 3 rd Party Contact data Generic Program This provider takes the Program path to a Windows executable and can pass command line arguments in any form that the Windows executable requires. Using this approach allows any custom integration code to be written in the Windows executable and linked to from Phone Buddy. An example of where this would be useful is where a customer makes use of a Salesforce application that has a custom data model and requires bespoke coding on the part of the customer to integrate. Phone Buddy can launch that program. The setup is similar to that of the Generic URL approach, except you are defining the launch of a Windows program. The same monikers are available for use in the Program args section of the panel, as shown above. 79/92

80 When the definition of the program and arguments is complete, click save the information. to Dial support This panel supports various options to assist dialling numbers found within other applications, on web browser pages etc. This panel will grow to encompass more facilities as the degree of integration increases. Clipboard dialling Currently, Phone Buddy can offer you the chance to quickly dial a number if it detects one has been put in the clipboard. So, for example, in a web browser the process involves the user selecting the text (including any country-specific formatting), then pressing either Control-C or right-clicking and selecting Copy like has been done here in Google Chrome. 80/92

81 At the point the number is copied to the clipboard, Phone Buddy will attempt to recognise it as a phone number and, if successful, offer to allow you to dial it using the Click-2-Talk feature. Dial hyperlinked numbers Phone Buddy can be set to initiate a call when a hyperlinked number with a format starting sip:, tel: or callto: is clicked in a browser. This facility can be turned off if not required. Confirm before dial By default, Phone Buddy asks you to confirm you wish to dial from your default phone to the number you have chosen. This confirmation can be turned off, so that a Click-2-Talk operation will not ask for consent before initiating. Miscellaneous This panel supports various other options. 81/92

82 Start when Windows starts Setting this on allows Windows to start Phone Buddy when the user logs on. Auto-logon if possible If credentials have been remembered, this will initiate a logon attempt when the program starts. So, if used in conjunction with the above option, this will autologon Phone Buddy from machine boot up. Show always on top Setting this on will ensure My Contacts and My Service panels display on top of other windows. Change status to away when idle Setting this option will cause Phone Buddy to set your activity status to away after a period of inactivity e.g. if you are away from your PC. Synchronise status with Lync If enabled (i.e. if the Lync / Skype for Business client is detected on your machine) setting this option will keep activity status changes in step with Lync status and vice versa (i.e. you can control your SFB status from your Phone Buddy activity status). Licensing options You are now able to choose between standard Phone Buddy (Personal) and Enhanced Phone Buddy which is an optional paid-for extra Launch Web Portal Select; Launch Web Portal 82/92

83 Clicking on this menu item will open the portal website and log you in directly to your account. You won t need to enter your username or password Phone Buddy Activity This menu item allows you to view the calls you have received or missed today and any new Voice mails that have been received today. Received / Missed / Made Calls Select; Activity Recent Calls This lists all the calls you have received today together with their location where known, the duration and an icon explaining how the call was terminated: Call was successfully completed Caller hung up before call was connected Call was not connected Call was rejected Call was forwarded to your Voice mail You can access a list of only the calls you missed today by selecting Missed in the Call Type pull down list. You can also select Made to see the calls you made. If the caller left a voice mail, clicking on the mails list. icon takes you to the New Voice 83/92

84 New Voice Mails Select; Activity New Voice Mails This lists the Voice mails that you have not read. You can download the message (in wav or mp3 format) by clicking on the icon. Once your message has been played it will be removed from the New Voice Mails list, but can still be accessed from the portal website via Messages Voice mail Inbox Click-2-Talk This feature allows you to click on phone numbers appearing in the Calls Received and New Voice Mails lists and have your phone automatically call them for you Call number Select; Call number 84/92

85 You can also initiate Click-2-Talk calls directly using this Phone Buddy menu item. It can be used in one of two ways either just click on the Call number menu to show a panel where you can type in a number. Alternatively, you can first copy a phone number from any web page and subsequently, on clicking the Call number menu, the panel will show with the number pre-filled. Note that Phone Buddy does its best to interpret the number (removing brackets and other special characters), but you should check it before clicking the icon to begin the calling process. NOTE: Click-2-Talk is a two-part calling process. First, your default phone is called by the system and then, when you answer the phone, the actual target call is placed. See section 2.3 Your Phone Status for more information about how to set up your default phone if you have not done so already Lync / Skype For Business integration Phone Buddy integrates to Skype For Business (SFB) in two ways: Activity status and call status can be synchronised between a running Phone Buddy instance and a running SFB instance on the same PC. This can be enabled from the Miscellaneous page of Phone Buddy settings. SFB must already be running to switch this feature on (otherwise the option is disabled): Contacts in SFB with PSTN-based or service-based phone numbers can be called via a running Phone Buddy instance on the same PC. This is 85/92

86 achieved by embedding a link to Phone Buddy within several of the relevant SFB menus: 86/92

87 6. Keypad menu navigation This provides a diagrammatic explanation of the key codes available when accessing Voice mail messages via an external phone. See chapter /92