Xact Hosted PBX User Manual

Hosted PBX

End User Guide

Version 7.2 | Issue 1 | 29 Nov 2010

XACT COMMUNICATIONS | 560 e. 3RD STREET, SUITE 202 | LEXINGTON, KY 40508 | 888.747.9228

Notices

This document contains Xact Confidential Information and is provided to the recipient under the terms of the Non-Disclosure Agreement currently in force.

This guide may contain some features that were not set up for your phone system. Please contact your administrator if you have any questions about features not available.

Xact Communications reserves the right to, without notice, modify or revise all or part of this document and/or change product features or specifications and shall not be responsible for any loss, cost, or damage, including consequential damage, caused by reliance on these materials.

Xact and the Xact logo are trademarks of Xact Communications. Other brands and products referenced herein are the trademarks or registered trademarks of their respective holders.

Xact Communications

560 E. 3rd Street, Suite 202

Lexington, KY 40508

http://www.esco-tech.net

Table of contents

Notices 4 Table of contents ii 1 Introduction v 2 Making Calls vi

2.1 Internally vi

2.2 Externally vi

2.3 Emergency Calls vi

2.4 Speaker Phone vi

2.5 Ending Calls vi

3 Answering Calls vii

3.1 Using the Handset vii

3.2 Using the Speaker vii

4 Call Forwarding viii

4.1 Introductionviii

4.2 Immediate, Busy and No Answer Call Forwarding using the Handset viii

4.2.1 Enabling viii

4.2.2 Disabling viii

4.2.3 Access Codes viii

4.3 Selective Call Forwarding using the Handset ix

4.4 Remote Access to Call Forwarding ix

5 Advanced Call Handling x

5.1 Putting a call on hold x

5.2 Call Waiting x

5.3 Transferring a call x

5.4 Three Way Conferencing x

5.5 Parking a call xi

5.6 Retrieving a parked call xi

5.7 Do Not Disturb xi

6 Voicemail xii

6.1 Accessing Voicemail xii

6.2 Using the Voicemail system xii

7 Conferencing xiii

7.1 Moderator Instructions xiii

7.2 Participant Instructions xiii

7.3 Moderator Commands xiv

7.4 Moderator Web Access xiv

8 Other Phone Features xv

8.1 Speed Dials xv

8.2 Monitoring Other Lines xv

8.3 Paging xv

8.4 Account Codes xvi

8.5 Headset xvi

9 Introducing CommPortal xvii

9.1 Accessing xvii

9.2 Logging In xvii

9.3 Using CommPortal xviii

9.4 Getting Help xix

9.5 Refreshing a Page xx

9.6 Logging Out xx

10 CommPortal Dashboard xxi

10.1 Messages xxi

10.2 Missed Calls xxi

10.2.1 Call Back xxii

10.3 Contacts xxii

10.3.1 Calling a Contact xxiii

10.4 Settings xxiv

11 Messages & Calls xxv

11.1 Messages xxv

11.1.1 Listen To a Message xxvi

11.1.2 Deleting a Message xxvii

11.1.3 Marking a Message as Heard xxvii

11.1.4 Marking a Message as New xxviii

11.1.5 Call Back xxix

11.1.6 Add Caller to Contacts xxix

11.2 Faxes xxix

11.3 Missed xxix

11.3.1 Add Caller to Contacts xxx

11.4 Dialed xxxi

11.4.1 Add Dialed Number to Contacts xxxi

11.5 Received xxxi

11.5.1 Add Number to Contacts xxxii

12 Contacts xxxiii

12.1 Contact List xxxiii

12.1.1 Searching xxxiv

12.1.2 Add a New Contact xxxiv

12.1.3 Editing a Contact xxxvi

12.1.4 Deleting a Contact xxxvii

12.1.5 Calling a Contact xxxvii

12.1.6 Groups xxxvii

12.2 Speed Dials xxxix

12.2.1 Adding a Speed Dial xl

12.2.2 Deleting a Speed Dial xli

12.3 Extensions xli

12.4 Short Codes xliii

13 Call Manager xliv

13.1 Summary xlv

13.2 Follow Me xlv

14 Incoming Call Manager (ICM) xlviii

14.1 Summary xlviii

14.2 Rules Based Routing xlviii

14.3 Schedule Based Routing liii

14.4 Special Days (Holidays) liv

15 Reminders lv

15.1 Adding Reminders lv

15.2 Deleting Reminders lvi

16 Groups lviii

16.1 Multi Line Hunt Groups lviii

16.1.1 Viewing Multi Line Hunt Groups lviii

16.1.2 Using Multi Line Hunt Groups lix

16.2 Call Pickup Groups lx

16.2.1 Viewing Call Pickup Groups lx

16.2.2 Using Call Pickup lx

16.3 Multiple Appearance Directory Numbers lxi

17 Settings lxii

17.1 Security lxii

17.1.1 Changing Your CommPortal Password lxii

17.1.2 Unblocking Remote Access to Call Forwarding lxiii

17.1.3 Changing your PINs lxiii

17.1.4 Unblocking Account Codes lxiv

17.2 Account Codes lxiv

17.2.1 Account Code Options lxiv

17.2.2 Business Account Codes lxv

17.2.3 Personal Account Codes lxvi

17.3 Blocking lxvii

17.4 Preferences lxviii

17.4.1 Forwarding Preferences lxix

17.4.2 Line Information lxix

17.4.3 Voicemail Preferences lxx

17.4.4 Click To Dial lxx

17.4.5 Caller ID Preferences lxxi

17.5 Messaging lxxi

17.5.1 Settings lxxii

17.5.2 Mailbox lxxiii

17.5.3 MWI Notification lxxvi

17.5.4 Email Notification lxxvii

17.6 Phones lxxviii

17.7 Toolbar lxxviii

18 Click To Dial lxxx

18.1 Calling from your Regular Phone lxxx

18.2 Calling from Another Number lxxxi

19 Configuring Your Phone’s Keys lxxxiii

19.1 Using the Phone Configurator’s Graphical View lxxxiii

19.1.1 Pages of Keys lxxxvi

19.2 Table View lxxxvii

20 Access Codes lxxxviii

1 Introduction

Welcome to your new phone!

This document describes the features of your phone, including the web management tool, CommPortal.

If after referring to this Guide you’re still having problems with your phone system then please contact your administrator.

This guide will help you get up and running with your new phone as soon as possible. It tells you how to use your phone and the more commonly used features.

This guide may contain some features that were not set up for your phone system. If you have any problems or need a more detailed description of the operation of your phone then please contact your administrator.

2 Making Calls

2.1 Internally

To call another person in your business lift the handset and dial the other person’s extension. This is typically a 3, 4 or 5 digit number, and may begin with #.

NOTE: Depending on your phone type and configuration the call may not complete automatically once you have finished dialing and you may need to hit the Dial key (Aastra phones) once you have dialed the number.

2.2 Externally

To call a number outside of your business lift the handset and dial the phone number. Depending on your phone system you may need to dial a code at the beginning of the phone number to indicate you are making an external call.

2.3 Emergency Calls

In an emergency lift the handset and dial 911. If you need to dial a code when calling an external number you will also need to dial that code before calling 911.

2.4 Speaker Phone

To make a call using your speaker phone, either press the Speaker key or leave the handset on-hook and dial the number of the person you want to call, followed by the Dial key (Aastra phones).

2.5 Ending Calls

To end a call replace the handset, or press the Drop or Goodbye key (Aastra phones).

3 Answering Calls

3.1 Using the Handset

To answer an incoming call, lift your handset and you will be connected to the caller.

3.2 Using the Speaker

To answer a call using the speakerphone, do not lift the handset and instead press the Speaker or Answer key.

Type of forwarding

Enable Code

Disable Code

Immediate/Unconditional

*72

*73

Busy

*90

*91

4 Call Forwarding

4.1 Introduction

Your phone system supports a number of different types of Call Forwarding.

 Immediate (sometimes called Unconditional) Call Forwarding is where all calls are forwarded to a

number of your choice. This can either be to your voicemail (which is the default) another extension in your business or an external number.

 Busy Call Forwarding forwards all calls that are received when you are already on the phone.  No Answer (sometimes called Delay) Call Forwarding forwards all calls when you do not answer them

after a certain delay.

 Selective Call Forwarding forwards calls from certain numbers to another number.

The easiest and most flexible way of configuring call forwarding is using CommPortal. See Section Error! Reference source not found. for instructions on doing this. This section provides instructions on how to set up Call Forwarding using your handset.

4.2 Immediate, Busy and No Answer Call Forwarding

using the Handset

4.2.1 Enabling

To use your handset to enable Immediate, Busy or No Answer Call Forwarding dial the access code for the type of call forwarding you want to enable followed by the number you wish to forward calls to.

For example, to use immediate call forwarding to forward all calls to extension 1004, you would dial

*721004. Depending on the configuration of your phone system this may set up a courtesy call to the

number you are forwarding calls to. The system will only enable call forwarding if this courtesy call is answered.

4.2.2 Disabling

To disable call forwarding dial the disable code for that type of call forwarding.

4.2.3 Access Codes

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4.3 Selective Call Forwarding using the Handset

The Selective Call Forwarding feature can be configured by dialing *63. This feature provides voice prompts to help you with setting it up.

4.4 Remote Access to Call Forwarding

You phone system also supports setting up Call Forwarding remotely using any phone. To use this feature, follow these steps:

1. Dial the remote access to call forwarding number.

2. Enter your full 10-digit phone number followed by #.

3. Enter your remote access to call forwarding PIN followed by #. Note that this PIN is different from your

CommPortal password.

4. Enter the access code of the call forwarding service you wish to configure.

5. If you are enabling call forwarding the system will then provide a broken dialtone. Enter the number you

would like calls forwarded to.

5 Advanced Call Handling

5.1 Putting a call on hold

You can put a call on hold by pressing the Hold key. You may now replace the handset without cutting the caller off. You can also now make another call while the first call is on hold.

To retrieve the call, press the R key or the Pickup key (Aastra phones). If you’ve made another call since you put the first call on hold, you’ll need to put that call or put it on hold before you can retrieve the first one, using the arrow keys to select the call to retrieve.

5.2 Call Waiting

If a second call comes in when you are already on the phone, you will hear a tone and the phone screen will display the details of the second caller.

To answer this second call you should either select the Answer key (Aastra phones), or press the line key which is flashing. Answering the second call will automatically put the first call on hold. You can toggle between the calls by placing the current one on hold and retrieving the other call.

5.3 Transferring a call

To transfer a call, follow these steps:

1. Press the Xfer key (Aastra phones) – this places the current call on hold.

2. Dial the number of the person you want to transfer the call to.

3. If you want to transfer the call before the other person answers, press the Xfer key (Aastra phones).

4. Alternatively wait until the person has answered before completing the transfer by pressing the

Transfer or Xfer key.

5.4 Three Way Conferencing

To conference a third person into a regular two-way phone call, follow these steps.

1. When in a regular call, press the Conference key (Aastra phones).

2. Dial the person you want to join your call.

3. Once this person has answered press the Conf or Conference key again to set up the three way call.

5.5 Parking a call

Parking a call places the call on hold in a “park orbit” so that the call can be retrieved from another phone.

Depending on your phone type, there are two ways of parking a call.

1. If you have keys on your phone for parking calls, when in a call press the key of the park orbit where you

want the call parked. The call will now be parked and you may now replace the handset.

2. If your phone doesn’t have dedicated call park keys, follow these steps:

 Initiate call transfer by pressing the Xfer key (Aastra phones).  Dial the Call Park access code *55.  Listen to the park orbit number where the call will be parked.  Complete the call transfer by pressing Transfer or Xfer again.

If you have keys on your phone for parking calls these keys will indicate via a light or icon when a call is parked against that orbit.

5.6 Retrieving a parked call

Depending on your phone type, there are two ways of retrieving a parked call.

1. If you have keys on your phone for parked calls, pick up the handset and press the key of the park orbit

where the call is parked.

2. If you don’t have dedicated call park keys lift the handset and dial the Call Retrieve access code *56

followed by the park orbit number.

 For example, to retrieve a call parked on orbit 1, you should dial *561.

5.7 Do Not Disturb

If you don’t want any calls to ring your phone, but instead go straight through to your voicemail, you can

enable Do Not Disturb. If you have a key marked DND then press this to toggle Do Not Disturb on and off. If you don’t have a DND key then you can dial *78 to turn Do Not Disturb on, and *79 to turn it off.

To listen to your voice messages from the main menu:

Press 1

To save a message once you’ve listened to it:

Press 2

To delete a message once you’ve listened to it:

Press 3

To change your mailbox settings from the main menu:

Press 4

To cancel the current operation:

Press *

To go back to the previous menu:

Press *

To finish entering digits, or recording an announcement:

Press #

6 Voicemail

6.1 Accessing Voicemail

When you have one or more unheard voice messages waiting, your phone will display a flashing light.

To listen to your messages log in, either by dialing the voicemail access code *86, or press the Messages or Voicemail key if your phone has one.

The first time you access you voicemail box you will be asked to set up your mailbox, and record your name and a greeting to be played by callers.

6.2 Using the Voicemail system

The voicemail system is menu driven, so listen to the voice prompts and then press the keys on your phone to select which option you would like.

Once you become familiar with the system there is no need to wait until the voice prompts have played before pressing a key – you can interrupt the announcements to speed up your experience.

For your convenience, the most commonly used mailbox commands are as follows.

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7 Conferencing

The conferencing system allows you to host conference calls with many participants.

7.1 Moderator Instructions

Give all the conference participants:

 The date and time of the conference call.  The conference call number.  The 6 digit participant code.

To start the conference call, follow these steps:

1. Dial the conference call number.

2. Enter your 6 digit moderator code followed by #.

3. If asked, say your name and then press #.

The conference call will now be set up.

The account can be configured to either continue the conference or end the conference when the moderator leaves the call.

7.2 Participant Instructions

To join a conference call, the participant should follow these steps:

1. Dial the conference call number.

2. Enter the 6 digit participant code followed by #.

3. If asked, say their name and then press #.

The participant will then be placed into the conference if the moderator has started it, otherwise they will be put on hold until the conference starts. (They may hear on-hold music while they are waiting.) If configured the conference may start as soon as there are 2 participants, whether or not the moderator is one of them.

Allows you to dial another participant to be brought into the conference. After dialing

1 dial the participant’s number followed by #.

Once the participant has answered you can press 1 to bring them into the conference, or press * to drop the call and return to the conference.

Mute or un-mute the moderator.

Lock or unlock the conference. When locked no-one else can joint the conference.

Provide a roll-call of participants.

Provide a count of participants.

Selects whether announcements should be made when participants join and leave.

Announces the name of the last person to join the conference.

Turns conference call recording on or off.

Mute or un-mute all participants.

Record a greeting to be played to participants when they join the conference.  You will hear an announcement giving instructions for recording the secondary

greeting.

 Press 2 to start recording. Record the greeting and then press #.  Press 1 to hear the recording you have just made.  When you are happy with the new greeting, press 3 to save it.

This command allows the moderator to leave the conference without the call ending. Press 1 to confirm. You may log onto the conference again by following the

instructions to start a conference call.

7.3 Moderator Commands

The following commands can be dialed from your phone during a conference.

7.4 Moderator Web Access

When moderating a conference you can use the web interface to view and control the conference. To access this, follow these steps:

1. Point a browser at the web conferencing address https://conf.esco-tech.net/

2. Enter your moderator and participant code.

3. Select Submit.

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8 Other Phone Features

8.1 Speed Dials

You phone system supports three different sorts of speed dials.

1. Depending on your phone model, keys on your phone can be configured to automatically call certain

destinations. To configure these keys for speed dials, see Section 19.

2. Another sort of speed dial is where you dial a short number (1 or 2 digits), which is configured to call a

regular extension or phone number. To configure these speed dials, see Section 12.2.

3. Your phone system also supports Short Codes. These are short (usually 3, 4 or 5 digit) numbers which

are speed dials that can be used and are the same on any phone in your business. They are set up by your administrator and you can view them in CommPortal. See Section 12.4 for how to do this.

8.2 Monitoring Other Lines

Some models of phones let you monitor the status of other extensions in your business. A key and a lamp on your phone will be associated with that other extension.

 If there is no call in progress on that extension, the lamp will not be lit.  If a call is ringing on that extension, the lamp will blink quickly.  If a call is on hold on that extension, the lamp will blink slowly.  If a call is in progress on that extension, the lamp will be lit solidly.

If you want to answer a call that is ringing on the extension you are monitoring, pick up your handset and press the key for that extension. You will be connected to the caller.

You can also use these keys as speed dials for the other extension. To call the other extension when there is no call in progress on it, pick up your handset and press the key for that extension.

8.3 Paging

Paging (also known as Intercom) is a feature which allows one phone user to press a key on their phone and

for whatever they say to automatically come out of another phone’s speaker. The user of that other phone

doesn’t have to answer their phone. It is often used in an executive/assistant pairing.

If you have a paging key on your phone, then to page the destination, follow these steps:

 Pick up your handset.

 Press the paging key.  Speak into the phone. Your voice will automatically come out of the other phone.

To finish paging, hang up the phone or release the paging key.

8.4 Account Codes

If you have account codes configured on your line then once you have dialed a number which requires a code, you will hear a tone. You will then need to dial a special code before the call is connected.

Your system may use either validated or non-validated account codes. If your system uses validated account codes then you must enter a specific code that has been configured either by your administrator or by you. If your system uses non-validated account codes you can enter any code so long as it is the right length.

If you have account codes your administrator should have explained this to you and told you what codes to use. For more on account codes see Section 17.2

8.5 Headset

Most of the models of phones supported by your phone system allow you to connect a headset. This allows you to make and take calls will keeping your hands free for other tasks.

To connect a headset to your phone, turn the phone upside down and connect the headset into the socket marked with the headset icon. To make or answer a call using your headset, press the headset key on your phone.

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9 Introducing CommPortal

CommPortal provides a web interface to your phone settings and allows you to

 view recent calls  view and listen to your voicemails  set up your contacts  change your phone’s and phone system’s settings.

9.1 Accessing

To access CommPortal point a browser at https://myphone.esco-tech.net/

CommPortal is supported on Windows 2000, Windows XP, Windows 2003 and Windows Vista, using the following browser versions:

 Internet Explorer 6  Internet Explorer 7  Mozilla Firefox 2.0

JavaScript must be enabled on your browser.

9.2 Logging In

The following shows a sample CommPortal login page.

To log into CommPortal enter your phone number and your password, and click on Login.

9.3 Using CommPortal

Once you have logged in, you will see the CommPortal Dashboard. This gives you a quick at-a-glance summary of your messages, missed calls, contacts and phone settings.

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Along the top of the window are a series of tabs which you can select to take you to the different pages within CommPortal.

 Dashboard. This is the at-a-glance summary you see when you first log into CommPortal.  Messages & Calls. This shows you all of your voice and fax messages, and the calls you’ve made,

answered or missed.

 Contacts. You can add and view all of your contacts and their phone numbers in this tab.  Call Manager. The Call Manager page lets you configure the services on your phone line, like Call

Forwarding and Selective Call Rejection.

 Reminders. This page allows you to set up reminder calls.  Groups. Here you can view any groups your line is part of in your business, such as hunt groups. You

can also login and logout of groups here.

 Settings. The Settings page gives you access to numerous other options, such as changing your

passwords and PINs, and configuring the keys on your phone.

Using the functions in each of these pages is described in more detail in the rest of this document.

9.4 Getting Help

If you need some assistance with using CommPortal, you can click on the Help icon: .

This will cause another browser window to pop-up with help for the page you are currently using:

9.5 Refreshing a Page

If you want to refresh a page, for example to check whether you’ve received any new voicemails since you last looked, you can click on the Refresh icon: .

9.6 Logging Out

If you don’t use CommPortal for 30 minutes you will be automatically logged out. However, if you wish to

manually log out, for example because you’ve been accessing CommPortal using a shared computer, you can

do this by clicking the Logout icon: .

10 CommPortal Dashboard

The CommPortal Dashboard is shown when you log into CommPortal and gives you an at-a-glance summary of your phone line. In this section we’ll examine the Dashboard in more detail.

Here is an example Dashboard:

10.1 Messages

In the top left hand corner you can see if you have any new voice messages:

To view and listen to new messages, click on the voicemail link. This will take you to the Messages & Calls page, which is described in Section 11.

10.2 Missed Calls

This section shows you the most recent calls which you have missed:

To see other types of calls, go the Messages & Calls page, described in Section 11.

10.2.1 Call Back

To call back a number whose call you missed using Click To Dial, follow these steps:

1. Right click on the number of the caller.

2. Select the Dial option.

10.3 Contacts

The Contacts section displays all of your contacts and allows you to search them:

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To search, enter the letters you want to search for in the text box. CommPortal will narrow down the contacts displayed as you type, and the text that matches your search will be highlighted in yellow:

To cancel the search and view all of your contacts, delete the search text you entered.

To add, modify or delete Contacts, see Section 12.

10.3.1 Calling a Contact

To call a contact using Click To Dial, follow these steps:

1. Right click on the number of the contact you wish to call.

2. Select the Dial option.

10.4 Settings

Your main settings will be shown at the bottom right of CommPortal. This shows you the current status of your main phone line settings:

In the example above Call Forwarding Immediate, the Follow Me service and Anonymous Call Rejection are all inactive (disabled).

To change one of these settings you can either click on the link for that setting, or select the Call Manager page, described in Section 13.

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