Virtual Office Phone Service Setup Guide

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1 Setup Guide A guide for the Phone System Administrator Version 6.0, November 2010

2 Table of Contents Welcome to 8x8 Virtual Office!...3 8x8 Virtual Office Softphone...3 Activate Your 8x8 IP Phones...3 The 8x8 Self Service Portal...4 Set Up Your Extensions and User Profiles...5 Extension Overview...5 Quick Setup...6 Extension Manager...6 Virtual Office Pro Tab...9 Verify E911 Settings About Virtual Office Online...11 Set Up Ring Groups...12 Configure your Ring Group Settings Set up your Auto Attendant...14 Step A. Time Zone Step B. Define Normal Business Hours Step C. Manage Business Hours Exceptions Step D. Manage Holidays Step E. Verify and Save Settings Phone Menu Configuration Manage Settings Testing Your Profile Launching Live Configure Shared Lines (if ordered)...23 Appendix A Retrieving a lost activation code...25 Appendix B - Activate Other Devices...26 Questions or Assistance

3 Welcome to 8x8 Virtual Office! Note If you ordered the Virtual Office Online Softphone, it is already activated for use. As administrator, you still need to setup the extensions and User Profiles. Please proceed to page 5, Set Up Your Extensions and User Profiles for your Softphones. To use your service, you will need to activate and configure your extensions, and set up your features. Below is a step-by-step overview of this process. We will also be happy to help you set up your service over the phone at no charge. Call to schedule an appointment. 8x8 Virtual Office Softphone If you are setting up a Softphone without a desk phone, please go to page 5 to configure your extension. Activate Your 8x8 IP Phones Use the activation process below to activate your 8x8-provided IP phones, including the 6755i and Polycom. Note If you ordered any Uniden phones or Broadband Phone Adapters (BPAs), please use the instructions in Appendix B titled Activate other Devices to activate them. 1. Take the Ethernet cable and connect the IP phone to the Internet. Plug one end into the jack marked LAN on the back of your phone and the other end into your router or an Ethernet connection. To PC To LAN 2. Plug in the power cord to an electrical outlet; connect the handset to the phone with the supplied handset cord. 3. Once the word Activate appears on the telephone screen, please press the Activate softkey and listen to the recorded instructions from the speakerphone. You can also listen on the handset. (For the Polycom SoundStation IP 6000 conference phone, simply press the speakerphone button and listen to the instructions.) 4. Enter the activation code that corresponds with the extension number you are activating, then press #. The activation code was sent in the Equipment Shipped you received from 8x8. After entering the code, you should hear the successful activation message. Note: If you do not have access to this , you can retrieve the activation codes from the 8x8 Self Service Portal. See the instructions in Appendix A Retrieving a lost activation code. 5. Please allow your telephone to restart. After restarting, you should see the extension number on the screen and be able to make phone calls. 3

4 6. Start making calls! To reach an outside line, dial 1 and then the number, for example: 1-(555) Note: For non-ip phones, such as Uniden and BPAs, you must first dial 9 to reach an outside line. 7. If dialing 1 and the telephone number does not connect your call, please repower the phone by removing the power adapter connection from the back of the phone and then reconnecting it. Perform these steps for all your IP phones. Once they are activated, please proceed with setting up your extensions, user profiles and other services. Important: To activate devices like Uniden phones and BPAs, please see Appendix B - Activate Other Devices on page 26. Admin Login Your company admin login and password were selected when the order was placed with your sales rep. Your admin login is also in the New Customer Orientation and the Equipment Shipped s sent by 8x8 after your order was placed. The 8x8 Self Service Portal The 8x8 Self Service Portal allows your Phone System Administrator to setup, manage, and make changes to your 8x8 service online, anytime. The 8x8 Self Service Portal also allows end users to change some settings and features for the extension you have assigned to them. To get started, login to the 8x8 Self Service Portal. You can do this one of two ways: Go to or Go to click Sign In in the upper right corner, select My Account Please enter the admin login you received in the New Customer Orientation and Shipping Confirmation s. To retrieve your admin password, you can enter your admin login, and click Forgot your Password. This will reset your password and send an to the address we have on file for this account. Note that it may be the address of the person who placed the order with 8x8. 4

5 Set Up Your Extensions and User Profiles On the My Account page, all of your extensions should be showing up as Activated in the Configure column. If some extensions still have the dark blue Activate button, please activate these extensions now. You can confirm the activation code for your IP phones by clicking on the Activate button for each extension. Or if these extensions are associated with Uniden phones or BPAs please activate these using the instructions in Appendix B. Once all of your extensions have been activated, access the Extension Overview page and do the following for each extension: 1. Use Quick Setup to assign a first name, last name, and address and invite each extension user to complete the user profile setup themselves. OR 2. Access the Extension Manager to complete each user profile setup yourself. 3. Validate E911 information Validate or update each user s E911 address information. Note: Be sure to create a separate username and profile for your own personal extension, separate from your administrator profile. Extension Overview Click on Extension Overview in the left menu. You will see a list of all extensions and the associated Virtual Office Online user profiles. In order for users to manage and use their extension through Virtual Office Online, they need a User ID and password. The name and address may already be pre-populated. This is your chance to make corrections and customize this extension for the user. On the Extension Overview page you can: Use Quick Setup to invite the extension user to create their own user profile by choosing their own 8x8 login and password. Or click the edit link for an extension in the left column to access the Extension Manager where you can edit all parameters associated with the extension. 5

6 Quick Setup As the administrator, you can save time by inviting extension users to create their own user profile and settings. If the First Name, Last Name, and fields for an extension are blank or the same as the administrator, the Quick Setup button is enabled for that extension. To perform a quick setup for an extension: 1. Click the Quick Setup button. The First Name, Last Name, and fields become editable. 2. Type the First Name, Last Name, and for the extension user and click Save Changes. The button changes to Pending and an is sent to the extension user. 3. The extension user can now click on the link in their to complete the process to setup their user profile and gain access to Virtual Office Online. When the setup process is complete, the Pending button changes to a green checkmark. 4. If later you need to make further changes, click the edit link next to the extension to go to the Extension Manager. Extension Manager If you need to manually set up an extension, click the edit link next to the extension to access the Extension Manager. The Extension Manager enables you to define the following areas: Virtual Office Online User Profile and Caller ID information Extension Details and Extension Options Virtual Office Online User Profile and Caller ID Information 1. Under Virtual Office Online User Profile, enter the first and last name of the person who will use this extension 6 2. Enter the address for contacting the user and retrieving forgotten passwords

7 3. Define the pass phrase for accessing billing information and call history over the phone 4. Define the password for the user to access their Virtual Office Online account 5. For Caller ID information, enter the display name for Caller ID 6. Select the Caller ID Number. By default, the phone number for the extension will display when calling out. You can select your direct phone number of your extension, company main number, or ring group number (only if you re part of ring group) when making an outgoing call. If your company main number is not showing in the drop down menu, please do the following: Click on My Account. Click on the Account Number for your IPBX. Then click on Company Main Number. Choose the main number from the drop down menu, then click on Save. Go back to the Extension Manager of the extension you would like to set. Click on the drop down menu for Caller ID Number and you should be able to see the Company Main Number you set, along with the direct phone number of the extension, and ring group phone number. If you have Virtual Numbers or Toll-Free numbers that are assigned to this extension, then those numbers will be available to choose from the drop down menu. 7. Determine Caller ID blocking. If this option is checked (set to Enabled), all calls you make will be anonymous, i.e. Caller ID disabled without the need to dial *67 (transient Caller ID blocking) on your extension. If this option is unchecked (set to Disabled), all calls you make will be presented with your phone number to the remote party unless you dial *67 (before dialing the number to call) on your extension. 7

8 Extension Details and Extension Options Customize the extension: 1. Voic Password: Voic password must be numeric and 4-15 digits long. 2. Voic Notification: Choose whether or not to be notified of voic s via . Enabled with Autio sends with audio attachment. 3. Voic Used to notify extension user of new voic messages. 4. Time Zone: Select the time zone for phone display and voic timestamp. 5. Allowed to make International Calls: If this option is checked your extension will be allowed to make International calls. If this option is NOT checked your extension will NOT be able to make international calls. (If restricting International Calls, free Canadian outbound calls will also be restricted). 6. Allow Social Networking Tools: This feature allows the extension user to access Facebook and Twitter contacts, chat with Facebook contacts and make wall posts, view and send tweets, and more. 7. Enable Inbound Caller ID: This setting controls whether the phone will display the phone number and name of caller to this extension (if available). By default, it is enabled. If disabled, no information will display about the caller. 8. Hide in Auto Attendant: If this option is checked, your extension will NOT be listed on the Auto Attendant when callers access the Company Directory or Dial by Name options. If this option is NOT checked, your extension will be listed on the Auto Attendant when callers access the Company Directory or Dial by Name options. 8

9 Virtual Office Pro Tab For extensions with Virtual Office Pro, the phone system administrator can enable call recording and Internet faxing and enable or disable that user s buying privileges. If you enable their Internet fax, you will be prompted to select an Internet fax number for that person. Alternatively, you can let your extension user configure these settings in their Virtual Office Online Pro dashboard and select their own Internet fax number. Virtual Meeting is configured entirely at the time the extension user schedules an online meeting, at that time, they will also be prompted to select their Virtual Meeting dial-in number. 9

10 Verify E911 Settings Your E911 settings are used to provide address-specific information to emergency services whenever someone makes an E911 call. Emergency personnel use this address to dispatch a response team if the caller is unable to speak or if the call is suddenly disconnected. It is very important that the address for each device (extension) is accurate and verified. Note: A default address will be pre-populated but this may not be accurate. Please verify and correct the E911 address associated with the extension. Remember to update it if the phone is moved to another location. 1. Click My Account to view all your services. Then click the E911 box next to that extension. 2. Review the E911 settings and update them if necessary. 10

11 Important: If the phone is moved to another location, for example a home address, please ensure that the E911 details are updated. Now that you have setup all your users, they can login to their Virtual Office Online account to manage and use their extension. About Virtual Office Online Virtual Office Online is the online Softphone and dashboard that each extension user will access to make and receive phone calls and manage their extension. Extension users will login at with the User ID and Password set up for them in their User Profile. Extension users can do all this and more from Virtual Office Online: Update their call forwarding settings Reset their voic password (Under Settings>My Services) Reset their Virtual Office Online password (Under Settings>My Profile). Import contacts so they can call their contacts by clicking their mouse If they have Virtual Office Pro, this is where they manage and use their Internet fax service, call recording, and online meetings. Use the Virtual Office Softphone: Make calls from your computer Receive calls on your computer Advanced call forwarding Active call handling (blind, warm, voic and between-device transfers; call hold/ resume) Multi-line call handling (3-way calling, call waiting, call swap) Click to communicate with your contacts (Microsoft Exchange, Google, etc) For more information on configuring and using Virtual Office Online, please refer to the following documentation: Virtual Office Online (with Pro Features) Quick Start Guide ( Virtual Office Online User Guide ( 11

12 Set Up Ring Groups A Ring Group is a way for a number of extensions on a Virtual Office account to share the distribution of incoming calls. Examples of frequently used ring groups are sales department, support deparment and billing department. Each department can have its own ring group to ensure the caller is routed to the correct sales or support team. To configure this feature, click Configure RG from the Your Virtual Office Account Details screen. Click Create New Ring Group. 12

13 Configure your Ring Group Settings. 1. Enter a name in the Group Name field. You can change this at any time. 2. Select the extension number you want for the Ring Group. For assistance, click on the Group Extension icon and a suggested extension number will appear. 3. Choose an option from the Ring Pattern drop-down. (Click Ring Group Help for more info on Ring Pattern) 4. Choose the number of cycles if you ve selected either of the Cyclic options. 5. Select your forwarding destination from the If the Ring Group has no open lines forward the call to drop-down. 6. Select your forwarding destination from the If the Ring Group cannot answer the call forward the call to drop-down. 7. Enter the desired number of seconds. Five seconds equals one ring. 8. The Always forward the call to drop-down selector is used when you want to buy-pass the normal ring group extension and forward all calls to a specific destination such as extension number, Auto Attendant, voic or call queue. (Note: Setting this will override steps 5 & 6) 9. Select an extension from the Phone Extension drop-down menu. Click the + button to add more extensions and the - key to remove extensions. 10. Click Save to save your new Ring Group. Click OK and then Manage Ring Groups if you wish to add more Ring Groups. Please click on My Account on the left side of the page to return to you re account details main page. Next click on Configure AA blue button. You may have multiple Configure AA buttons if you ordered additional Auto Attendants. In either case, please click on the Configure AA button. 13

14 Set up your Auto Attendant Note If you have multiple Auto- Attendants and wish to set them up now, detailed instructions can be found at: Auto Attendant is a powerful automated service that replaces the need for a receptionist. To configure, click Configure AA from the Your Virtual Office Account Details page. com/getdocument. aspx?docid= In the AA Name box, please enter the name of this Auto Attendant. For most organizations there is one Auto Attendant. If your organization purchased multiple Auto Attendants, please make a list of the Auto Attendant names you plan to use. Please enter a name for your Auto Attendant. Click on Continue to setup your Auto Attendant schedule. A wizard will guide you through the process of establishing your schedule. 14

15 Step A. Time Zone This is the time zone your Auto Attendant will use to determine scheduling rules. To select a time zone: 1. Click on the pull-down menu and select the time zone nearest your desired location. Step B. Define Normal Business Hours Business Hours represents the times and days for which your Auto Attendant will use the business hours greetings and rules. The default settings are for Monday through Friday, from 8:00 am until 5:00 pm. Note: Once you set your business hours, you will need to set up your phone menu options as well as record or upload a greeting before you can activate your Auto Attendant profile. 15

16 Tip To skip configuration, simply leave the fields blank and click on Next Step C. Manage Business Hours Exceptions Business Hours exceptions allow you to temporarily adjust your normal business hours schedule for a given date. Note: Once you set a Business Hours Exception, you will need to record or upload a greeting before you can activate your Auto Attendant profile. Step D. Manage Holidays Holidays are special exceptions. For each date you define, the Auto Attendant will play your pre-recorded Holiday greeting and will apply Holiday rules. You can define Holiday rules once for an entire year. When the planned holiday arrives, you re Auto Attendant plays the holiday greeting and manages your call flow rules you put in place. To define a Holiday: Select the date for the Holiday by clicking on the calendar icon or entering text. The format is MM/DD/YYYY. Note: Once you set a Holiday schedule, you will need to record or upload a greeting before you can activate your Auto Attendant profile. 16

17 Step E. Verify and Save Settings You may click Save Settings to continue. Otherwise, click Prev to navigate back to the previous screens. Once you have successfully saved your schedule settings, you will get a confirmation screen. Select (Continue Configuration) to move on to the next step: Phone Menu Options under the Manage Settings tab. The (Done)button will simply save your work for to continue later. 17

18 Phone Menu Configuration After you have completed establishing your Auto Attendant Profile schedule, you can setup your phone menu settings (Manage Settings) and greeting settings (Manage Greetings). Manage Settings Manage Settings allows you to program the phone options and phone menu rules for a given schedule. Your options are: Phone menu options: this translates dial pad tones pressed by the caller Into call flow actions Number of times to replay greetings, if caller takes no action: choose a number between one and three. Most administrators leave this at the default selection of 2 How many seconds should the system wait before each replay: this can be selected between one second and eight seconds, depending upon your requirements. Do you want the caller to directly dial by an extension: setting this toggle to Yes allows the caller to directly dial any extension tied to this Auto Attendant. 18

19 Greeting Tip You can upload up to five greetings per phone menu options. Phone Menu Options Each phone menu option has a drop down selection of actions. In addition, you can program the Auto Attendant to respond if the caller does not press any key. 1. Plan out what you want your callers to be able to do with the phone menu options. 2. Select the phone menu number (0 9) you wish to activate. 3. Pick the action you want each of the number to correspond to. Action options include: Forward call to Company Directory Forward call to Conference Bridge Forward call to Dial By Extension Forward call to Dial By Name Repeat the Menu Transfer call to Auto Attendant (if you have additional Auto Attendants) Transfer call to Call Queue Transfer call to Extension (extension or voic for that extension) Transfer call to Ring Group (ring group or voic for that ring group) Transfer call to a SubMenu (SubMenu a second level of options such as special greeting for a department) Transfer call to Voic System (this is an admin level access to voic system and not an extensions voic ) Next, you can configure how your customers hear the phone menu greetings and if they can direct dial extensions. 19

20 Manage Greetings This option allows you to record or upload pre-recorded greetings. From the Manage Greetings section, you can view, listen and delete existing greetings, edit greeting names, select which greeting to play, upload a new greeting, and record new greetings. To select a greeting for your menu options: Click on the check box under Current Greeting. Note: You can only select one greeting at a time. To upload a new greeting: 1. Click on Upload Custom Greeting. 2. Click on Upload File. 3. Locate the file from your computer. 4. Click on Upload. 5. Check the Current Greeting box of the greeting you want to use. Note: Supported audio files include.au,.wav,.mp3, and.vox. The file size should not be any larger than 5MB and should be saved on your computer. The ideal sampling rate is 8KHz at 8bit encoding. 20

21 Greeting Tip When you select a new Current Greeting on an active profile, your Auto Attendant greeting will be updated immediately. To record a custom greeting: 1. Click on Record Custom Greeting. 2. Enter your ten-digit phone number. 3. Click Start Recording. 4. The system will ring the phone number you entered. 5. Pick up the phone and follow the Recording IVR instructions. 6. Once you are satisfied with your recording, you can hang up and click on Done. Note: You need to set up your company main number before you can use this feature. To edit a greeting name: 1. Click on the edit icon next to each file name. 2. Enter the new file name. 3. Click the save icon. Testing Your Profile Once you have completed managing your greetings and your phone menu configurations, you can test your profile before pushing the profile live to your phone system. 1. On your top navigation bar, click on Test Profile. 2. Enter your phone number where you are currently located. 3. Click on the Test Profile button. 4. Pick up the call when your phone rings. 5. Press 1 to connect the call after the prompt. 6. You can steer through your Auto Attendant just like your callers would. When there are greetings missing, you will hear the following IVR: Hello. This Auto Attendant menu has not been set up. We apologize for the inconvenience. 7. Hang up after you are done testing your Auto Attendant. 8. Once you are ready to launch your profile live, you can set the profile as active. 21

22 Activation Tip You will not be able to activate your profile until you have uploaded or recorded all your greetings. Launching Live After you have configured and tested your Auto Attendant profile to your satisfaction, you are now ready to activate your profile. Note: Be sure that you click on Save Settings in the Manage Settings page to save your profile. 1. Navigate to the Profiles page by clicking on Manage Profiles on the top navigation bar. 2. Go to the profile you wish to activate and click on Set as Active Profile. 3. Your Auto Attendant is now live and the will start managing inbound calls immediately. 4. You can call into your Auto Attendant Extension or phone number to access For detailed information on configuring your Auto Attendant, please refer to this link: 22

23 Configure Shared Lines (if ordered) Shared Line Appearance enables calling on extensions which are shared by multiple users. With this feature, multiple users can view and answer incoming calls on the shared lines. For example, one person might pick up a call, then ask their coworker to pick up the call on Line 2. The coworker could then just pick up the call from their own desk phone by pressing the Line 2 button on their phone. To configure your Shared Line: Click on Configure 651 or the extension number Shared Lines have been assigned to, from Your Virtual Office Account Details screen. Next enter the general call rules and voic settings. 23

24 Next pick a new 8x8 phone number by selecting the State, City and then phone number available. You can now configure your shared line. Click on Shared Line Setup. Next assign the line/call appearance for each Shared Line extension by clicking on the Account Number and by using the pull down menus. Review your settings and click Confirm to save. 24

25 Appendix A Retrieving a lost activation code If you have misplaced your IP phone Activation Code, you can recover it through the Self Service Portal: 1. Just log on to your Self Service Portal and click on the Activate button of the extension that you wish to activate. 2. A pop up screen will display the activation code for the extension. 3. Use the activation code and simply follow the steps detailed in the Activate your Phones section. 25

26 Appendix B - Activate Other Devices To activate Uniden phones, Broadband Phone Adapters (BPAs for fax machines or analog phones), or any IP phones ordered before July 24, 2010, please have your phone system administrator follow these steps. Here s how to activate your other devices: 1. Find the MAC address on the label on the bottom of any Uniden phones or BPAs you have ordered. 2. Login to the 8x8 Self-Service Portal at with your company s admin login and password. 3. Find the extension number of the device you want to activate and click Activate. 26

27 Hint: If you are not sure which device is assigned to your extension, click on the Account Number for that extension. It shows you what device is assigned to that extension under Products. Then click My Accounts on the top left of the navigation bar to return to activating your extensions. 4. Enter the MAC ID and click Submit. Do not include any colons or spaces. Just type in the letters and numbers. You will see a confirmation that says Your extension has been activated and is ready to use. Repeat this same procedure for any other extensions using Uniden phones or BPAs. 5. After activating your devices, you can go back and configure your extensions. 27

28 Questions or Assistance Additional resources are available online at: Customer Service: NASDAQ: EGHT The 8x8, Inc. logo is a registered trademark of 8x8, Inc. 8x8, Inc. is a publicly traded company. CORP319/610v6

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