SADOS VOIP Phone System User Guide SADOS Communications LLC. 501 North Market Street Frederick, Maryland 21701 Copyright and Trademarks Software specifications are subject to change without notice. SADOS is a registered trademark of SADOS Communications LLC. All rights reserved. Limits of Liability and Disclaimer of Warranty While every precaution has been taken while preparing this guide, including research, development, and testing, SADOS assumes no responsibility for errors or omissions. No liability is assumed by SADOS for damages resulting in the use of this information. 1
Table of Contents Introduction 4 Objectives 4 Overview 5 Logging In 5 Home Page 5 Main Navigation 6 Secondary Navigation 7 Voicemail 8 Services 9 Phone Numbers 10 Caller ID Routing 13 E911 Locations 15 Fax Lines 16 Extensions 18 Mailbox 21 Auto Attendants 25 2
Time Frame 27 Ring Group 28 Contacts 29 Conference Bridges 30 Listen Live 31 Holidays 34 Hold Groups/Music 34 DISA 35 Call Blocking 37 Cases 38 Accounting 39 Reports 43 3
Introduction Thank you for choosing SADOS as your new VoIP (Voice over Internet Protocol) telephone service provider. Our web application has been built to help manage your new SADOS phone system and customize your experience. This user guide serves to provide instruction and guidance as you become acquainted to the website and features we offer. Objectives Upon completion of this user guide, you will be able to: Configure and update phone numbers, extensions, and voicemail Manage forwarding and call routing options View invoices and pay bills online Create auto-attendants and hold music The SADOS logo signifies a hint 4
Overview Go to your web browser and visit voip.sados.com/login. Login using the information your SADOS representative provided. The default username is the email you ve registered with SADOS, The default password is Welcome1234 This is the home page after you ve logged in. Here, we have some shortcuts for commonly used activities. This includes: A message center for information regarding your SADOS phone service Your recent bills and transactions Other common tasks, such as listing the out the list of extensions and telephone numbers 5
Main Navigation Home contains the message center, recent transactions, and common tasks Voicemail allows you to view voicemail messages based on mailbox number Services this is where most of the configuration will take place, including phone number and extension managing, caller ID routing, time frame and ring group rules, and more. Cases this section is only used if/when you are switching your old phone numbers over to SADOS phone solution. Accounting has a detailed listing of all transactions under the account, with the ability to view invoices. Reports displays graphs and information pertaining to call usage and activity Home contains the message center, recent transactions, and common tasks Tools lets you test your VoIP connection Settings lets you view and configure account and service settings, manage users, and more. Refunds and Exchanges view our refund and exchange policy Privacy Policy view our privacy policy Terms of Use view the terms of use you accept by using our products 6
Secondary Navigation This secondary navigation will change depending upon which part of the website you are currently visiting. The example on the right is from Accounting. Each secondary navigation menu will allow you to: Find and select the different tools that each section has to offer View recently visited items Create new users, mailboxes, auto attendants, time frames, ring groups, conference rooms, holidays, and hold music tracks Sort the sub-categories and rearrange items You may also rearrange submenu items by clicking and dragging the items into the order you desire 7
Voicemail The voicemail section allows you to choose a mailbox number, and view any messages left in that mailbox. Choose a mailbox number and keep INBOX as the folder, and click submit. You will see call information and have the ability to listen to messages. Voicemails are stored for up to 180 days Visit Mailboxes under Services to change mailbox settings 8
Services The services section is where most of your configuration will take place. Here, we have the options to: View phone numbers and edit general configuration, caller ID settings, call routing, and other features. Create caller ID routing rules based on inbound caller number or caller ID Update your registered emergency address associated with your phones View and configure fax lines View extensions and edit their configuration, call routing, voicemail boxes, and dialing rules Configure phone endpoints Create and configure voicemail boxes and greetings Edit auto attendant and virtual attendant configurations Create time frames, holidays, and ring groups for call routing customization Manage your contacts Create conference bridges for dial-in teleconferences Edit live listening settings Upload hold music Manage call blocking 9
Phone Numbers The phone numbers sub-section of services is where you will go to configure the routing and other options of your telephone numbers. Upon opening it, you will see a section where your phone numbers are listed out with their general information. You can use the search box to search for a specific number if you happen to have a large number of phone numbers. Click on the box with the pencil (highlighted below) to change your options for a specific telephone number. 10
Phone Number Configuration General Options Incoming Number this is the phone number you are currently editing Toll Free Number Yes/No field based on the initial set up of the phone State You must set the state for every phone number when you first set up your phones Caller ID Settings Caller ID(CNAM) The caller ID that will appear when this phone number is calling out Internal Presentation An appending ID used when the number is calling other internal numbers. For example, a sales department in a business might have SALES here, so when they call other internal numbers it would say SALES SADOS 11
Call Routing The following are all options for call routing: Caller ID Routing Routes calls based on Caller ID Routing Rules (pp. 13-14) SIP Trunk Routes calls to associated digital phone lines Extension Routes calls to the phone number to a specific extension (pp. 18-20) Phone Routes calls to another phone and follows the call routing rules of that phone Mailbox Routes calls to a voicemail box (pp. 22-25) Auto Attendant Routes calls to an automated auto attendant (pp. 26-27) Time Frame Routes calls based on time frame rules (p. 28) Group Routes calls to a ring group (p. 29) Conference/Hub Routes calls to a conference/hub (p. 31) DISA/Hub Routes calls to a DISA/hub (p. 36-37) Queue Routes calls to a call queue Outside Number Routes calls to the specified outside number Company Directory Routes calls to the company directory 12
Check Voicemail Allows users to call in and check their voicemail boxes Custom Setting Allows you to create a custom rule for call routing. Virtual Attendant Routes calls to the specified virtual attendant (p. 38-39) Features Hold Music Group Selects which hold music is used for this particular phone number (Page #) Screen for Privacy Used if you would like all incoming calls screened for privacy. This only works if you enable the announcement where phones calling in must announce who s calling (Page #) Visit the page numbers specified next to the call routing options above for more in depth information Caller ID Routing Caller ID Routing allows you to create a routing strategy based on either the caller ID name or number. In the example below, we ve created a caller ID routing strategy that forwards known spam callers, based on caller ID number, to the general mailbox. Any numbers that aren t matched by our pattern are then forwarded to the main office ring group. 13
Route Settings Route Name The name you want to give this caller ID routing rule. Description A general description of what the rule is being used for Match By You may either choose to create a rule by matching caller ID number or caller ID name, but you can t match to both in the same caller ID routing rule. Route Settings Patterns Either the caller ID number or caller ID name that you would like to match for. You may have up to 500 patterns per routing rule. Route Notes Short description of this specific pattern Route To Routes to the specified destination if the pattern is matched If no records match Routes the call to the specified destination when the system cannot match the caller ID information with any pattern defined 14
E911 Locations E911 Locations are the addresses that you have registered with emergency services. Your initial location should be set up by your SADOS representative. If you purchase more phones for other locations, you can always add more addresses. To add more locations; Navigate to the E911 locations tab Create a new location Enter the address information Add the phone number to be associated with the new location Select the phones that you would like to be associated with the new location Read the terms and conditions, accept, and then save 15
T.38 Fax Line This section allows you to view and configure fax lines. Contact your SADOS representative if you need further help configuring your fax lines. See the next page for an example configuration. General Information Description A short description of this fax line Caller ID The fax endpoint s caller ID SIP Peer Status Lets you know whether your phone is online or offline SIP Configuration Use the SIP configuration information below to connect your remote PBX system or SIP endpoint to your new phone system. You will need to enter the SIP registration hostname, SIP username, and SIP password into your remote PBX system or SIP endpoint. You may need to adjust some of the advanced network options. The default values for these fields should work in most cases. Network Configuration An endpoint may be configured to only connect from a set of trusted networks. Alternatively, you may opt to allow this endpoint to connect from any network (recommended). 16
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Extensions The extensions section gives you a list of all extensions and their general information, including extension number, name, type, routing options, outgoing caller ID, and associated voicemail box number. Extension Details Extension number Allows you to choose an extension number Name Associated name with this extension number Outgoing Caller ID The phone number that will appear when this extension calls out E911 Location The emergency location registered to this extension Seconds to ring The number of seconds this extension rings when called 18
Routing & Configuration Call Routing Allows you to configure how inbound calls are routed for each extension Call Forward Always Allows you to forward all calls to this extension to an outside number, SIP trunk, another extension, or a voicemail box. This setting overrides all other settings below it. Do Not Disturb Sends all calls to the If Busy destination. Try First Used when the two options above are off. Routes the call to the specified destination. These routing options are the same as the phone routing options. If Busy Routes the call to the specified location when this extension is busy or in Do Not Disturb mode If Not Answered Routes the call to the specified location if the call isn t answered If Offline Routes the call to the specified location if the phone associated with this extension is offline 19
Networks Which networks your extension can connect from. By default, extensions can be connected from any network. Find Me A call strategy used to locate you by dialing each of the following locations Ring Strategy Sequential or Simultaneous. Sequential rings each phone after each other, simultaneous rings all phones at the same time. Locations to Ring You may try and ring your extension, another extension, or an outside phone number Ring Options Allows you to select how long to ring each location, as well as options to announce the caller s name and let them transfer to voicemail in between call locations. Time Settings Allows you to declare a time frame for using the Find Me feature. Outside of these hours, you may route the call to any other location (extension, phone, mailbox, ring group, etc.) Voice Mailbox Allows you to choose which voicemail box is associated with this extension, as well as record or play voicemail greetings. You may record your voicemail announcements by phone, or by uploading audio files. If you wish to record by phone, dial * + your mailbox number or click the record button on the page. 20
Mailboxes This section allows you to view and configure your voice mailboxes. The mailbox listing includes mailbox number and name. There are two types of mailboxes, standard and broadcast. Standard mailboxes are for single users, while broadcast mailboxes allow you to route a voicemail to any number of selected standard mailboxes. (p. 25 has an example mailbox setup) General Settings Mailbox Number The number you would like to assign to this mailbox Name The name that will appear in mailbox directory listings (such as routing a call to a mailbox) Password The password for the user s mailbox. The default password is the mailbox number. Recordings & Greeting Allows you to record voicemail greetings or play a voicemail greeting for the phone at the designated extension. You can also upload an audio file to use for these greetings. 21
Notifications This sections allows you to forward voicemail audio files via email or SMS email. Email The email that you would like all voicemail messages to be forwarded to. The email will receive an audio file available to play. SMS Email to Notify This field must be an SMS email address. The email depends on what service provider the phone you would like to notify is using. See the following table. Carrier Alltel AT&T Boost Mobile Sprint T-Mobile U.S. Cellular Verizon Virgin Mobile Republic Wireless SMS Gateway Domain [10 digit phone number]@message.alltel.com [10 digit phone number]@txt.att.net [10 digit phone number]@myboostmobile.com [10 digit phone number]@messaging.sprintpcs.com [10 digit phone number]@tmomail.net [10 digit phone number]@email.uscc.net [10 digit phone number]@vtext.com [10 digit phone number]@vmobl.com [10 digit phone number]@text.republicwireless.com 22
Mailbox Options Dial During Announcement Allows the caller to dial any extension during the announcement Skip Voicemail instructions Skips the voicemail recording instructions for leaving a message that are normally played after your announcement. Announcement Only Announcement mailboxes are to be routed to from an Auto Attendant. They are used to play the busy message for the current mailbox and then return the beginning of the Auto Attendant. Advanced Settings Hide From Directory Check if you would like to hide this voice mailbox from company directory listings Delete Voicemail Allows you to choose when to delete voicemails. Options include: o After emailed o After 1-7 day(s) o After 1-2 week(s) o After 1 month 23
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Auto Attendants Auto attendants are a call routing feature that allows you to record or upload a dialogue, giving inbound callers different options such as extension names and numbers. (p. 27 has an example auto attendant setup) General Settings Attendant Name The name for auto attendant listings, used when call routing to an auto attendant Attendant Timeout The amount of time before the attendant timeouts, and goes to the timeout option Digit Timeout The number of options that can be selected before attendant timeouts Announcement In this section, you may choose which announcement to use. You can record an announcement via phone, upload mp3 or wav files, use the default recording, or play a recording from a specified mailbox. Button Configuration These are the call routing options based on the button selected from the caller. For each button available, you may select a call routing rule, or leave them empty for no call routing rule. 25
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Time Frame Time frames are call routing features that allow you to route the call based on the time. Time frames are commonly used for routing calls between different auto attendants. You may select the days that the time frame is active for, as well as the hours. Below, we forward all calls during our time frame to the main auto attendant, and all calls outside of our timeframe to our after-hours auto attendant. Time frame Name The name for this time frame, used when call routing During hours forward call The call routing configuration to follow when a call is received within the specified hours After hours forward call The call routing configuration to follow when a call is received outside of the specified hours 27
Ring Group General Information Group Name name for this ring group, used when call routing Ring all extensions you may either ring extensions simultaneously or sequentially Seconds to ring the number of seconds for the ring group to ring all or each extension Caller ID Settings the caller ID that will appear when the extensions or phone numbers are rung from this ring group. You may keep the original caller ID, append it with custom text, or use only custom text. What to ring These are the extensions and/or phone numbers to route to when a call has been routed to a ring group. In this example, we are routing the call to all extensions and a few phone numbers. If nobody in the ring group answers, the call is then transferred to another ring group composed of employee cell phones. 28
Contacts This section contains a listing of all company contacts. You can add a new contact by clicking new contact and adding first and last name, company, phone number type, the phone number, and whether or not you would like to share that contact information with other users. Alternatively, you can upload a CSV file with multiple contacts in it to streamline this process. The image below is the format that your contacts CSV file must follow to work properly. 29
Conference Bridges Conference bridges are used for dial-in conference calls. Attendees call into the conference number, press #, and then enter their attendee password to join the conference call. If moderator controls are enabled, the moderator calls into the conference number, presses *, and then enters the moderator password to join the conference call. See the next page for an example conference bridge setup. Conference Bridge Information Conference Number The number people will dial in to join your meeting Attendee Password Password given out to conference call attendees Moderator Password You may enable or disable moderator controls, if moderator controls are enabled, give this password out to your conference call moderator Audio Settings Attendee muting When moderator controls are enabled, attendees can be muted or unmuted. This includes muting attendees until moderator joins, allowing attendees to speak by default, or mute attendees by default Options These include enabling hold music when there is only one attendee, enabling enter/exit sounds as attendees enter and exit, and announcing the number of attendees before a caller joins 30
User Group Assignments This section shows us the available user groups that we are assigning call attendees to. Most of the time, All Users are to be added and assigned. 31
Listen Live Listen live allows specified users to listen to or talk on other users live calls with a password. To listen in on a call, dial *57 + an extension number. To barge in on a call, dial *58 + an extension number. See the next page for an example configuration, where the CEO of the company can listen in on all other registered users as necessary. General Information Listen Live Settings You may turn listen live on or off, and allow the user to be barged upon, or have the user who is listening in talk on other user s calls Password select a password for users to enter when listening in on other calls Users Who May Listen You may choose any of the current registered extensions to listen in on other users. Users Who May Be Listened To Select which of the registered extensions may be listened in on. 32
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Holidays This section allows us to create and specify holidays that are used for further call routing. Simply create a new holiday, add the holiday name, and the date of the holiday. Your holiday call routing rules will be automatically updated with your new holiday. Hold Groups/Music This section is used to create hold groups. After creating a hold group, you can then save and add hold music tracks. Hold music tracks may be played sequentially, in the order you dictate, or randomly. You may add up to 60 MB worth of music, with no audio file exceeding 10 MB individually. After creating a hold group and uploading hold music, you can then route calls to your hold group. 34
DISA Also known as Direct Inward System Access, DISA allows users to dial into the phone system from an outside line, enter a DISA number and password, and make outbound calls as if they had dialed from their extension in the office. After selecting a phone to route calls to a DISA, users who calls that phone may call in, type in their password, and use the specified caller ID to make calls from. See the next page for an example DISA configuration. DISA Settings DISA Number The number used to identify this DISA Name The name used to identify this DISA during call routing Description A short description identifying the reason for using the DISA feature Caller ID Select the phone number that you would like to use as the caller ID when making calls through the DISA Password Create a password that users will enter when calling in to use the DISA. 35
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Call Blocking This feature allows you to view and manage a list of blocked phone numbers. In our example below, all calls from the number 123-456-7890 will be blocked as they call in. General Information Phone Number the phone number that you would like to have blocked Direction whether the system will block the phone number specified above on calls coming in (inbound) or calls going out (outbound) Comment used for a short description on why this number is being blocked 37
Cases This section shows the open number porting cases. There will only be information here after you have submitted your LOA information to SADOS and the phone numbers are in the process of changing from your previous phone service provider to SADOS Communications. SADOS representatives will take care of your number porting. Should you have any questions or concerns, do not hesitate to contact your SADOS representative. 38
Accounting The account section has all of the accounting information you might need. Here, we have the options to: Transactions View all transactions, such as payments, invoices, and orders, on your account Orders Review your initial order of service and any changes that are made to your service Invoices Manage all invoices billed to you, and allows you to view and print invoices Payments Shows all payments that have been successfully processed Payment Profile Allows you to save credit card information and set up auto-billing Transactions The top most section has information on all of the transactions for your account. You will see payments, invoices, and orders here. 39
Services Ordered (MRC) MRC services are Monthly Recurring Charges. These are the charges that you will be billed for each month. Services Ordered (NRC) NRC services are Non-Recurring Charges. These are the charges that you will be billed for upon setup of your phone system, but only that one time. Services in Production These are the services that are currently activated and in use by your phone system. 40
Premium Features Available This section contains a quick listing of the current premium features available, as well as whether or not these features are enabled for your phones. Currently, we off Call Center and Call Recording premium features. Orders Here, you can view your initial phone service order, and any changes made to that order. Click the magnifying glass on orders, invoices, and payments to view more in-depth information 41
Invoices Here, you can view all of your invoices. By using the magnifying glass, like above, you can view more detailed information. Under the Customer Information section, you can view and print your invoice. Payments Displays a listing of all payments that have been successfully processed and accepted for your account. 42
Reports Here, you can view all call activity, as well as narrow down call activity based on a time frame and/or the type of call. We can also view activity graphs and call path usage. In the example below, we are viewing all calls between Jan. 2 nd, 2017 and Jan. 9 th, 2017. Click on view activity graphs and view virtual path usage for visual representations of recent activity 43