400 Davis Drive, Suite 100 Plymouth Meeting, PA 19462 | 877-701-6400 | info@voxnetinc.com | www.voxnetinc.com

WELCOMES YOU TO YOUR NEW UNIFIED CLOUD

COMMUNICATIONS™ (UCC) ASTERISK PLATFORM

Administrator’s Guide to managing

your UCC telephone system Customer Portal

(Open this guide in Print View)

(It may be necessary to press and hold the Ctrl key while clicking on links)

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INDEX Page

Portal Access 3-4

Tab descriptions and Tips for using the portal 5

Settings Tab 6

• Service 6

o Helpdesk PIN 6

o Call Paths 6

• Users, adding an Administrator or Standard User 7

• International dialing (PIN code/Time Frame) 8

Reports 8

Accounting Tab 9

Services Tab 9

Navigating the Service 10

Phone Number Tabs 10

• Caller ID 11

• Call routing 12

• Inclement Weather routing 12

• Hold Music 12

Time Frames 13

Ring Groups 14

Auto Attendants 15

Extensions 18-22

• Caller ID line assignment 18

• Find Me 20

• Disable missed call list 22

Endpoints_______________________________________________________23-24

Mailboxes 25

• Email Notification of voicemail messages 25

• Dial During Announcement (transfer from a mailbox to ext.) 26

Holidays 27

Conference Bridge 28 - 33

Hold music, uploading 34

eFax 35

6 Quick-Steps for an Admin to add a new employee__ _________________ 36-37

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PBX Administrator Training

The URL for the VoxNet site is:

https://hostedpbx.voxnetinc.com

Enter your Username – ____________________

Enter your Password – ____________________

Click “Sign In”

When you enter the Voxnet Portal you will see the UC Client Dashboard, to continue to the

Administrator Portal home page click on the “Application Manager” button. (see below)

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From the home page you can access the following options by clicking on the Common Tasks quick

links or by clicking on the appropriate tab on the top of your screen.

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TABS

Voicemail: Under this tab Administrators can access any mailbox assigned to their account.

Administrators can view caller ID, Date/Time, and the duration of voicemail messages.

Administrators are able to listen to and delete voicemail messages through the portal.

Services: Under the Services tab Administrators can view and edit various phone system features

such as the routing of phone numbers, extension settings, mailboxes, auto attendants, holidays

schedules, conference bridges, call blocking, after hours settings, and E911 address(es).

Accounting: Under this tab Administrators can view their invoice history, view current bills,

and make payments.

Reports: Under the Reports tab Administrators can search, view, and export call activity records

by date and call type.

Settings: Under the settings tab Administrators can create Users and assign permissions to the

user profiles.

Tips for working in the portal Tip: After clicking on a Tab you may then make selections from the Menu Panel which is

in the grey area to the left.

Tip: In many areas in the portal you can view additional records (default is 20) by using

the dropdown on the right hand side of the page to show 20-100 or All records.

Tip: Click on the in the search box on the top right hand corner of the page if all of your

records do not load. The search box remembers text that has been entered in the last

search; clicking the will clear it.

Tip: When you are finished making changes anywhere in the portal you must remember to

save your changes by clicking the or a similar button which is always found at the

bottom left and top left of each page.

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Settings Tab Service: PBX PIN, Call Paths

Navigate to the last tab at the top of your screen, the Settings tab, and click on it. Once you are on

the Settings page then click the Service tab within it. In this area you will see your PBX PIN. This

is important as you may need this PIN to receive help from our Help Desk. You will also see the

number of Call Paths that are assigned to your system. This is the area in which you are able to

adjust your On Demand Call Paths. Further down you will see your Rates and PBX system wide

Features such as Directed Call Pick Up, Voice Over Intercom, and Call Parking Time Out.

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Settings Tab Users:

Under the Settings tab an Administrator has the ability to create Users. A User is a person who

can access the Portal or use the Mobile App once supplied with the Portal link and credentials. To

create a User select Users from the menu column on the left, click on New User, and fill out the

form. There are two basic types of users that can be created: Administrators and Standard users.

The Standard level user by default will have limited access to the portal; however, Administrators

are able to modify allowances by adjusting the User’s profile templates. To do this click on

Profiles just below Users.

The Administrator level user has the ability to modify all aspects of their assigned PBX.

Administrators can create other users, view billing invoices, modify the routing of their phone

numbers, and make adjustments to extension settings, mailboxes, extension routing, auto

attendants, holiday schedules, conference bridges, call blocking, after hour settings, and E911

address(es).

The Standard level user by default has only the ability to access his/her own extension and

mailbox settings. The Profile settings can be altered by the Administrator to give further access.

Scroll down to the next section

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International:

Here you will find your PIN code to make international calls if this feature has been enabled. Use

Remember PIN if you would like the system to remember your PIN for up to one hour. On this

page you will also find the Time Frame with which you can define the times of day international

calls are allowed. You will also be able to have the system remember your code if you wish to

make multiple international calls within a pre designated time frame up to an hour in length (See

Remember PIN For: Select amount of time)

Reports Tab

Under the Reports tab you can pull reports on call activity by date, call type, and other filters.

You can select to view 20-100 records. You can export your data to a .csv file. The Search feature

allows you to search for text that may be related to the record, for example in the caller ID field.

Click on “View Virtual Path Usage” to see a graph of how many call paths you are using on a

daily, weekly or monthly basis.

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Accounting Tab

Under the Accounting tab you can view your Orders, Invoices, and Payments by selecting from

the menu column on the left.

Services Tab

Under the Services tab an Administrator has the ability to perform the majority of their PBX

programming such as modify the routing of their phone numbers and extensions, make

adjustments to extension settings, mailboxes, auto attendants, holiday schedules, conference

bridges, hold music, call blocking, after hour settings, and the E911 address programming.

Click on the Services tab. This will place you on the Phone Numbers page first. Please note that

many additional choices run down the left hand side of the Services page. We will take a closer

look at these selections in the remaining pages.

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Going forward in this guide all topics covered will be selections made

from the menu column on the left hand side of the Services page as

shown below. Editing links are in red font.

Phone Numbers

This page shows a list of your organization’s phone numbers. You can view a full list of your

phone numbers as well as the Caller ID, Routing, Type of number, and status. Click on any red

area of the phone number itself to edit.

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Phone Numbers

General Options: Only applies to toll free numbers and will be preset by the System

Implementation Specialist. A state must be selected.

Caller ID Settings:

Caller ID (CNAM)- Outbound caller ID name can be viewed and edited here.

Internal Presentation- This text will appear in the display of any ringing phone when this

number is dialed. You can use this feature to give a name or title to the number that is receiving a

call e.g. VoxNet Help Desk could be the name we give to our Help Desk number. This text will be

displayed in addition to the Caller ID information of the number calling in.

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Phone Numbers (further down)

Call Routing:

Route to – Select from the dropdown the appropriate destination for the calls. Then make the

selection from the associated dropdown to the right of the first one.

Inclement Weather:

If you need to turn on the Inclement Weather Auto Attendant/Greeting you will select Auto

Attendant under Route To and then select Inclement Weather, Weather, or Emergency from the

associated dropdown box.

Features:

MOH (Music on Hold)- You can select MOH per phone number. Your system comes with

default MOH options. If you prefer a custom recording you must first upload it by clicking the

Hold Music link in the menu column on the left. Note: If you decide to upload a custom MOH

file, please be advised that the default will be permanently erased.

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Time Frame

From the menu column on the left select Time Frame. Time Frames determine how incoming

calls will be handled based on the time of day and the day of the week. Time frames are used

when you want one greeting or routing configuration during the day and a different one at night

and on weekends. You can edit an existing Time Frame by clicking on the red link or create a new

one by clicking on New Time Frame.

Might want to insert a screen shot here showing the left menu

Time frame Name: Name of the Time Frame you are working with.

During hours forward call: From the drop down box, choose the option for where the calls must

ring into during the day e.g. auto attendant, group, mailbox etc. From the second drop down, when

applicable, enter or choose destination details.

After hours forward call: From the dropdown box, choose the option for where the calls must

ring during closed/night hours e.g. auto attendant, group, mailbox etc. From the second drop

down, when applicable, enter or choose ring in destination details.

To complete set up, using the drop down boxes:

Check only the days of the week your business is open

Enter start time under the Start column

Enter end time under the End column

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Ring Group From the menu column on the left select Ring Group. Edit an existing Ring Group by clicking on

the red link of the desired Ring Group or create a new one by clicking on New Ring Group.

General Information:

Group Name- A short name assigned to identify the Group.

Ring Extensions- Simultaneously or sequentially.

Seconds to Ring- Enter the amount of time (in seconds) that you want the call to ring before

moving on. Keep in mind that it takes 5-6 seconds for one ring cycle (one ring of the phone). For

example, 20 seconds is equal to 4 rings of the phone.

Caller ID settings- Here you can set calls ringing into this Group to show Called ID, or

customized text set by you, or both on the phone display of phone the call is ringing on.

What to ring:

You can add and remove extensions to the Group. To add select from the Available Extensions

box, and click the Add button. This will move the extension to the People to Ring box on the

right.

After ringing Group forward call: Set the destination where calls will go next if they are not

answered by this Group. This can be another group, a mailbox, an Auto Attendant, etc. Note: If

calls are not forwarded after ringing the Group, the calls will be completely dropped after the

Seconds to Ring timer expires. Setting the Seconds to Ring timer to 999 will keep the call ringing

the Group for the longest time possible before dropping.

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Auto Attendant

From the menu column on the left select Auto Attendant. Edit an existing Auto Attendant by

clicking on the red link of the chosen Auto Attendant or create a new one by clicking on New Auto

Attendant.

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Auto Attendant

There are 3 different areas of focus on the Auto Attendant page.

1) General Settings:

Attendant Name- Short name given to each attendant for identification.

Attendant Timeout- The phone system needs rules for a scenario in which a caller does not make

a selection from the Auto Attendant menu. The “Attendant Timeout” is the amount of time that a

caller will wait before the system executes the Timeout Option (under Button Configuration).

Note: The Timeout Option is what the phone system will do with the call after it has determined

that the caller did not make an Auto Attendant selection.

Digit Timeout- The amount of time the system waits to execute the caller’s digit entries. Keep in

mind that the caller could be entering a single-number menu option, such as 2 for Accounting, or

the caller could be entering a multi-number extension such as 246 for John Smith.

2) Announcement:

Mailbox- This will be checked. The mailbox number that the Announcement is recorded in is to

the right of the mailbox.

Note: The recording is made in the Busy greeting of the associated mailbox. Reference the Binder

provided by your trainer for instructions to rerecord Auto Attendant Announcements.

3) Button Configuration:

In each Row of the Button column choose the Route To destination or action from the dropdown

box and any related selections in the dropdown boxes of the next column. Remember, in your

greetings you will be giving directions to callers regarding button choices. Your choices here

should agree with your greetings.

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Auto Attendant

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Extensions

From the menu column on the left select Extensions.

Select an extension from the list to edit.

Standard Extension Details:

In the Extension Details area you can edit the extension Name, select what you would like to show

for Outgoing Caller ID and determine how long you would like your extension to ring. Keep in

mind that it takes 5-6 seconds for one ring cycle (one ring of the phone). For example, 20 seconds

is equal to 4 rings of the phone.

Note: If you are changing the extension name for a new employee, you must also change it under

Endpoints from the menu column.

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Extensions

Routing and Configuration:

Call Routing Tab - For each extension, you must configure a path (a call route) for calls to take if

that extension is busy or unable to be answered. To do this, first click on the Call Routing tab.

Configure how you would like incoming calls to be handled by choosing the appropriate options

and rules from the dropdown boxes.

Routing Options:

Try First: This is the first place that the system sends calls to. In most cases this should be set to

Phone. From the dropdown menu, choose the appropriate selection.

If Busy: From the dropdown menu, choose a path for the call to follow if the Extension is busy.

A common choice for this setting is Mailbox.

If Not Answered: From the dropdown menu, choose a path for the call to follow if the call is

unanswered. Common choices for this setting are Mailbox and Outside Number.

If Offline: From the dropdown menu, choose a path for the call to follow if the Extension is

offline, unplugged, or if the Network is down. Common choices for this setting are Mailbox and

Outside Number.

(Example of second call path options: Mailbox, Group, Automated Attendant, Outside Number)

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Extensions Routing and Configuration continued:

The Find Me feature: Here you are able to program a solution to missed calls. The system can be

set up to locate you at up to 5 subsequent devices after your primary is missed. When the call

reaches your location you may accept or reject the call. The system answers your call for you,

introduces itself as your “Personal Assistant” and offers the caller options to either find you or

send the call to voicemail. Using the Find Me feature means your unanswered calls will always go

to the Voxnet voicemail system.

There is a YouTube video on the Find Me feature for your convenience, use this link.

http://www.youtube.com/watch?v=yULC29N2290&feature=plcp to view the video.

Setting up Find Me –

1. Choose Outside number or Extension or other extension

2. Enter or choose a destination.

3. Check Active box to activate.

Administrators can activate and deactivate locations depending on where that employee will be on

a given day. Similarly an Administrator can create Standard User credentials under

Settings>Users for this employee, give them the portal URL https://hostedpbx.voxnetinc.com and

their User ID / Password, and the employee can adjust their settings on their own.

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Extensions

Find Me Tab:

Ring Options - You can set ring times for each location; you also have the option, by simply

checking the provided box, to have the callers name announced and the ability to give the caller an

option to transfer to voicemail.

Time Settings - Under Time Settings you can also configure the system so that it finds you on

specific times of the day, days of the week or always.

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Extensions

Advanced Tab:

The Advanced tab allows you to configure extension details such as: message waiting extension,

rules for call waiting, missed call list disable, and show agent status. Using the dropdown boxes,

set your advanced options.

Message Waiting Extension: Determines which mailboxes will light your message lamp when it

gets a new message. In the example below extension 110 will get a flashing message light when

her mailbox, 110, and an additional mailbox, 999, get a message. Simply add a comma plus the

mailbox with no spaces.

Disable Call Waiting Indicator: If set to Yes, disables call waiting tones when you are on a call

and receive a second call.

Disable Missed Call List: Your phone will no longer alert you when you have missed a call nor

will it save your missed calls.

Enable Buddy List: N/A on VVX series Polycoms and Aastra phones. If you have a Polycom

Soundpoint IP phone then the Buddy List can be used to see when 8 of your co-workers are on the

phone.

Show agent status on LCD display: For customers who have purchased the ACD call center,

Agents can view their “Pause” status in their phone display.

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Endpoints

From the menu column on the left select Endpoints

An Endpoint is assigned to every extension that has a phone associated with it and contains crucial information for

the phone itself to function.

Click on Endpoints from the menu column to open your endpoints list. Now you can drill into the desired endpoint

by clicking on any of the red areas noted below in each endpoint line item.

Important! Changing anything in this area besides the name and line Key Configurations can have a major affect on the ability

of this phone to function; we highly recommend that the name field is the only change you make on this page. If

you are renaming an extension for a new employee you must not only change the Name in the extension but you

must also change the name in the endpoint as shown below.

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Endpoints

Line Key Configuration:

This area contains the programming for the line keys on the phone. Your trainer will have pointed these keys out to

you during your end user training. Most phones depending on the model will have at least 3 and possibly as many

as 12 line keys. Under the Key Configuration column there will be 4 different selections.

Extension- When Extension is selected in the Key Configuration column the phone’s own extension must be

selected, this makes it a line key. Every phone must have one line key in order to function and receive calls.

Extension BLF- You can assign a representation of other phones in your system to this key. This key will then

function as a speed dial to that extension, simply press it to call that extension. This key will also light up when the

represented extension is on a call. This key can also be used as a short cut to transfer calls. Reference your end

user guide for more details. On some models this key will flash green when the represented phone is ringing and

you have the ability to press it to answer the call.

Park BLF- This is a Park key and can be assigned as Park 1-99. Reference your end user training guide for the

operation of Park keys.

SLA- Is no longer supported due to the recent introduction of the park keys.

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Mailboxes From the menu column on the left select Mailbox

You can edit an existing Mailbox by clicking on the red link of the chosen Mailbox or create a new

one by clicking on New Mailbox. A Standard Mailbox is associated with a phone. A Broadcast

Mailbox is for leaving a message for multiple mailboxes.

General Settings:

Here you can change the Name and Password for a Mailbox. A system Administrator will need to

change the name for the dial by name directory when a new user is going to take over that

Mailbox. The password should also be re-set to the same number as the Mailbox number. By

doing this the fist time set-up tutorial will be activated to assist the new user in setting up their

Mailbox and assure there are no old greetings in that Mailbox.

Notifications:

Email an audio file - Have a .WAV file attachment of your voice messages sent to your email.

Voice to text transcription – You will get a text transcription of your voicemail emailed to you.

NOTE: You will be billed on a per seat bases if you add the transcription service. (Enter your email address in the provided box for both of the above.)

SMS Email to Notify- Enter your SMS cellular text address (e.g. 2152223456@att.com) in the

field to receive a text message notification on your cell phone that you have a new voice mail

message in your mailbox. Please ask your VoxNet ETA System Implementation Specialist for a

list of provider domain names, or contact your cell phone provider for this information.

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Mailboxes

Mailbox Options:

Dial During Announcement- Check this box so a caller can transfer to another extension while

listening to your personal greeting.

Note: Checking this box disables the ability to use the Temp/Vacation greeting. You will have to

re-record your unavailable greeting when you go on vacation and return.

Skip Voicemail Instructions- Check this box to disable the standard instructions that play after

the caller has finished listening to your personal greeting. e.g. “Please record your message after

the tone, to mark this call….”

Announcement only- Use this setting for any Mailbox that will not take a message. E.g. the

greeting Mailboxes used for the Auto Attendants, but also informational boxes, etc.

Advanced Settings: Under Advanced settings you can make a Mailbox hidden from the directory

and manage your auto delete options.

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Holidays From the menu column on the left select Holiday

You can edit an existing Holiday schedule by clicking on the red link of the desired Holiday or

create a new one by clicking on New Holiday button.

A list of Holidays can be added, deleted, updated and managed through the Holidays page.

You must have a Holiday Auto Attendant created and a Holiday Mailbox to store the Holiday

Greeting. Once the Holiday Auto Attendant has been created and the greeting has been recorded

and applied, from the left side of your screen, navigate to Phone numbers.

On the Phone Numbers page click the red link for the number you want to edit and under Call

Routing use the dropdown boxes to make your If Holiday selection to Auto Attendant and then

select the Holiday Auto Attendant.

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Conference Bridge

This conference bridge will support 10 simultaneous calls.

From the menu column on the left select Conference Bridge

Edit an existing Conference Room by clicking on the red link of the desired Conference Room or

create a new one by clicking on New Conference Room.

From the left side of your screen, click on

To create a new Conference Bridge Room, click on

Assign a conference number and a numeric password of your choice for the attendees and the

Moderator if Moderator rights are desired. You can Enable Moderator Controls however they only

work when calls are routed to the Conference Hub vs Conference when providing access in the

next section below. The conference bridge number and password are your choice. You can choose

to end the conference when the Moderator leaves. You can also make Audio setting choices under

Audio Settings. This will be explained further below. To complete, click Add Conference Bridge.

When done click

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Conference Bridge

Providing Access to the Conference in 3 Different Ways

1) Assign any spare DID (phone number) that you own directly to the Conference Hub under

Services>Phone Numbers>Call Routing.

Give the conference attendee this phone number, the Conference Number, and the

Conference Password.

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Conference Bridge

2) If calls to your main number already go directly to an Auto Attendant, you can utilize one of

the unused options from the Button column programming to route to the Conference Hub.

Give the conference attendee the phone number to which they can access this Auto

Attendant, the Auto Attendant Option number, Conference Number, and Conference

password.

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Conference Bridge

3) If you answer calls live then the person answering can transfer the caller directly to the

Conference Hub extension provided a Cloud extension has been created for this purpose. Check

your Extension list to see if you have one and what the number is. If one has not been created for

you, then call our helpdesk (610-828-0800 Option 3, 3) and request that they create one for you,

this is free of charge. The attendee will still need the Conference Number and Conference

Password.

For inside conference attendees to access the conference bridge they will need to dial the

conference extension number mentioned in step 3. This is important because that is an internal

extension to extension call and will not use a call path or be billed per minute.

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IMPORTANT INFORMATION ABOUT YOUR CONFERENCE BRIDGE

Every person calling from outside of your organization into a Conference Bridge uses a Call Path.

Make sure you are aware of how many Call Paths your conference call is using and that you are

leaving plenty for incoming and outgoing calls during the duration of your conference for others to

use. You can view the number of call paths you have under the Settings>Services>All Paths tab.

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IMPORTANT INFORMATION ABOUT YOUR CONFERENCE BRIDGE

You will be billed for each conference attendee calling into the bridge from the outside. A “per

minute” rate will be applied to each attendee. This rate can be viewed in the Settings>Service area

of the portal.

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Hold Music

From the menu column select Hold Music

Edit an existing Group/Track by clicking on the red link of the desired Group/Track or create a

new one by clicking on New Group.

Your new phone system comes equipped with free hold music! You can edit, delete or upload

your own hold music by going to Hold Music and selecting New Group, name the group, and click

on Save and Add Tracks. You have a total of a 60MB max quota for your account. Files should be

in the .WAV or MP3 format and should be “Mono – 8k, 8bit / 64 kbps, uLaw” or “Mono – 8k, 8bit

/128 kbps, PCM”. Each file can not be larger than 10Mb.

Note: Please be advised that if you upload your own music the default music provided with the

system will be deleted and can not be recovered.

Once your music has been uploaded you must then go to Phone Number >Features>Hold Music

and select your new music file from the dropdown. You must select only one music file for the

outbound hold music for the entire account.

Note: If you have multiple companies built into your account and one or more companies is using

Marketing on hold rather than Music on hold then you should upload a separate hold music

treatment for outbound calls which would be suitable for all companies under this account.

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Hosted Fax If you are using the hosted Fax feature you will have the ability to add, remove or change email

addresses for receiving and sending faxes. (You must have available eFax licensing to add

outgoing email addresses)

From the menu column on the left select Hosted Fax.

Drill into the Fax phone number by clicking on it.

Here you can change the fax “To” and “From” email addresses provided you have the necessary

licenses.

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Administrator’s 6 steps to setting up a new hire- (This document assumes an employee has left and a new one is taking his/her place)

Go to Services 1) Select Extension from the grey list to the left in the portal

a. Select the extension you want to edit and click on it to edit (take note of the current name, you will

use it in the next step)

b. Update the name for the new employee

c. Save your changes

2) Select Endpoints from the left column

a. Find the prior employees name in the list and click on it to edit

b. Go to General Information field and update the Description with the exact same name you used in the

last step.

c. Save your changes

3) Select Mailbox from the left column

a. Select the mailbox in the list that you’d like to edit and click on it

b. Update the mailbox name for the new employee

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4) Change the mailbox password to make it the same as the mailbox number

5) Scroll down on this same page and update the mailbox email address to the new employees email

address if voicemail to email is desired.

6) The 6th step is updating the User info which allows a user to access the portal and/or download/set up the mobile app. See Users, adding an Administrator or Standard User section in the index for instructions.

END OF DOCUMENT

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