SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC)

SASKTEL

INTEGRATED BUSINESS

COMMUNICATIONS (IBC)

IBC WIRELESS USER GUIDE

March 2021 Version 7

SaskTel IBC Wireless User Guide 2

TABLE OF CONTENTS

INTRODUCTION .......................................................................................................................... 3

IBC telephony features available to IBC Wireless ..................................................................... 3

New feature with IBC Wireless .................................................................................................. 4

IBC features not currently available to IBC Wireless ................................................................. 4

IBC FEATURES ............................................................................................................................ 4

3-Way Conferencing .................................................................................................................. 4

6-Way Conferencing .................................................................................................................. 7

Call Forward Always/No Answer/Busy ...................................................................................... 7

Call Forward Selective .............................................................................................................. 8

Call Me Anywhere ................................................................................................................... 10

Call Notify ................................................................................................................................ 13

Call Queue .............................................................................................................................. 14

Do Not Disturb (DND) .............................................................................................................. 14

Extension Dialing ..................................................................................................................... 15

Group Paging .......................................................................................................................... 15

Hunt Group .............................................................................................................................. 15

Last Number Redial ................................................................................................................. 15

Mobile Client ............................................................................................................................ 15

Multi-Key Call Waiting ............................................................................................................. 15

IBC WIRELESS FEATURE ......................................................................................................... 17

Dual Persona Switching .......................................................................................................... 17

CHANGES TO THE USER AND ADMINISTRATOR PORTAL .................................................. 19

IBC Number Alerting Policy ..................................................................................................... 20

IBC Wireless Number .............................................................................................................. 21

FREQUENTLY ASKED QUESTIONS ........................................................................................ 22


INTRODUCTION

IBC Wireless is an IBC optional add-on that gives users the ability to link their business identity

with their wireless phone, giving the appearance of one business number and access to most of

the IBC telephony features on the wireless phone, without the use of the Mobile Client.

This document highlights which IBC telephony features are available to IBC Wireless and

describes any differences that can be expected while using the features on the wireless phone.

If the feature works the same on the wireless phone as it does today within IBC there will be no

description of that feature in this document. The current IBC Feature Guide and various client

user guides can be referenced.

NOTE: Throughout the IBC user guide series, the term IBC Wireless Number or wireless

telephone number is your personal identity. IBC Number or Primary Number is your business

identity.

IBC telephony features available to IBC Wireless

IBC FEATURE FEATURE WORKS DIFFERENTLY

3-Way Conferencing Yes

6-Way Conferencing Yes

Alternate Name / Number Delivery No

Audio Conferencing No

Auto Attendant No

Auto Call Back No

Call Forward Always Yes

Call Forward Busy Yes

Call Forward No Answer Yes

Call Forward Selective Yes

Call Me Anywhere Yes

Call Notify Yes

Call Park and Retrieve No

Call Pickup No

Call Pull No

Call Queue Yes

Call Return No

Calling Line ID Delivery Blocking No

Combined Voice Mail No

Customer Originated Trace No

Directed Call Pickup No

Do Not Disturb Yes

Extension Dialing Yes

Group Calling Line ID No

Group Paging Yes

Group Speed Dial No

HD Voice No

Hunt Group Yes

Incoming/Outgoing Calling Plans No

Last Number Redial Yes

Mobile Client Yes


Multi-Key Call Waiting Yes

Music on Hold No

Push to Talk - outgoing No

Selective Call Acceptance No

Selective Call Rejection No

New feature with IBC Wireless

FEATURE

Dual Persona Switching

IBC features not currently available to IBC Wireless

IBC FEATURE COMMENTS

Busy Lamp Field This feature is only supported on a desktop phone or the IBC Desktop Client. However, when the IBC Wireless Number or IBC Number is on an active call this will be reflected on the Busy Lamp Field on the desktop phone.

Call Transfer - 3rd Party Consult/ Blind

A user could park a call to an extension, call the transfer recipient, notify them of the call and which extension to retrieve it on. Alternatively, you could pull the call to the mobile client and use the transfer feature on the mobile client.

Connected Line ID Presentation This feature does not work with IBC Wireless.

Connected Line ID Restriction This feature does not work with IBC Wireless.

Incoming Calling Name Delivery When receiving external calls on the wireless phone, the caller’s name will not display unless the number is saved in the local contacts on the phone.

Incoming Calling Number Delivery A user can turn the calling number delivery off in the User Portal. When turned off, the calling number still displays on the wireless phone with IBC Wireless, but will not display on a desktop phone or the clients.

Push to Talk - Incoming If Auto-Answer is configured to be On, the call will be answered on the desktop phone. In order to receive a Push to Talk call on your mobile device you must turn Auto-Answer Off.

Speed Dial 8 This feature does not work with IBC Wireless.

Video Calling This feature is only supported on the IBC Mobile, Tablet, and Desktop Clients.

IBC FEATURES

3-Way Conferencing

To perform a 3-Way Conference on an Android wireless phone:

1. While on an active call, tap Add call. The call will be placed on hold.


2. Dial the number of the second person and tap .

3. When the second person answers the call, tap Merge and all three people will be connected

in the call.


To perform a 3-Way Conference on an iPhone device:

1. While on an active call, tap Add call. The call will be placed on hold.

2. Dial the number of the second person.


3. When the second person answers the call, tap Merge calls and all three people will be

connected in the call.

6-Way Conferencing

Up to 5 additional participants can be added following the steps above.

Call Forward Always/No Answer/Busy

When this feature is enabled, it will apply to both the IBC Number and IBC Wireless Number. If

different Call Forwarding destinations are required for the IBC Number and IBC Wireless

Number, use Call Forward Selective.


Call Forward Selective

This service allows a user to forward calls from phone numbers that match a set of defined

selective criteria to a different phone number. The selective criteria for each phone number can

be a list of up to 12 phone numbers or digit patterns and a specified time schedule. This feature

can be configured to forward the IBC Number and the IBC Wireless Number to two different

numbers with two different time schedules or use it to forward only one of the IBC numbers to a

certain number. For example, in the scenario below the user wants all incoming calls to the IBC

Number to go to voice mail after business hours but continue to receive all incoming calls to the

IBC Wireless Number to the wireless phone.

1. In the IBC User Portal from the Incoming Calls page, click Call Forwarding Selective.

2. Enter the desired Default Call Forward to phone number. In this scenario, Direct Voice

Mail Transfer, *98-extension.

3. Click Apply.

4. Click Add.


5. Enter a description. Choose the Primary number listed in the Available Call to Numbers.

6. Click Add.

7. Select a previously created after hours time schedule from the Selected Time Schedule

drop down menu. The default time schedule is to forward every day all day. For steps on

setting up a time schedule, view the End User Portal Guide at sasktel.com/ibcsupport.

https://www.sasktel.com/attachments/support/IBC-Portal-End-User-Guide.pdf

http://support.sasktel.com/app/answers/detail/a_id/16981


8. Select On to turn Call Forwarding Selective on and check the Active box of the entry.

9. Click OK.

Call Me Anywhere

NOTE: It is not recommended to use the IBC Wireless Number as a Call Me Anywhere location.

Call Me Anywhere locations can be configured through the IBC User Portal or from the IBC

Mobile Client. Once the locations have been added to the Call Me Anywhere feature, configure

the IBC Wireless Number or the IBC Number or both numbers to include the Call Me Anywhere

locations in the Alerting Policy.

1. In the IBC User Portal from the Call Control page, click IBC Wireless.


2. Click on the IBC Number Alerting Policy.

3. Check the box next to Include Call Me Anywhere.

4. Click Apply.

To configure Call Me Anywhere locations to ring when the IBC Wireless Number is called:

1. From the IBC Wireless page, select the IBC Wireless Number listed in the table to modify.


2. Click on the Alerting Policy tab.

3. Check the box next to Include Call Me Anywhere.


4. Click Apply.

Call Notify

Select an Available Call to Number and add it to the Selected Call to Numbers to receive a

notification to the specified email address for every call to that number. If no numbers are

selected, then you will receive an email if either number is called.


Call Queue

IBC Wireless allows a user to participate in the Call Queue with their wireless phone if the Alert

For Agent Calls is enabled in the User or Administrator Portal. Enable this feature on the IBC

Wireless Number page, from the IBC Wireless page. See the User and Administrator Portal

section of this document for details on how to configure.

NOTE: The Guard Timer Setting is required to be set to 4 seconds or greater (an Administrator

can set this parameter for a user from the Call Queues page > Call Control). This will ensure

calls waiting in the queue are answered by an agent rather than sent to voice mail.

Do Not Disturb (DND)

When this feature is enabled, it will apply to both the IBC Number and IBC Wireless Number.

NOTE: It is not recommended to use the wireless phone’s DND feature as it can cause

unwanted results with both IBC and IBC Wireless functionality. It is recommended to use IBC

DND instead.


Extension Dialing

With IBC Wireless, the user can dial an extension on their wireless phone to reach others in

their organization. Whether the user can call anyone in the organization depends on how the

customer has their extension dialing configured. The extension must be configured to be more

than 2 digits to work from a wireless phone.

NOTE: When dialing four digits on an iPhone the number display will be in the format of xxx-x.

This is an iPhone default and cannot be altered by IBC.

Group Paging

Group Paging can be initiated from the wireless phone to broadcast a page to other IBC user’s

desktop phone and ATA devices.

Hunt Group

IBC Wireless allows a user to participate in the Hunt Group with their wireless phone if the Alert

For Agent Calls is enabled in the User or Administrator Portal. Enable this feature on the IBC

Wireless Number page from the IBC Wireless page. See the User and Administrator Portal

section of this document for details on how to configure.

For users in the Hunt Group who have enabled the IBC DND feature (*78), the incoming call will

hunt to the next Hunt Group user. It is not recommended to use the wireless phone’s Do Not

Disturb feature. The wireless phone’s Do Not Disturb feature is not applied across all other IBC

Devices and may impact the service.

Last Number Redial

In the Feature Access Codes (FAC) found on the User Portal there are two FAC listed for Last

Number Redial: ## and **. Only ** will work with IBC Wireless.

When Last Number Redial is used on the wireless phone it will redial the last number called

from the IBC user regardless of the persona set on the wireless phone. Switching the persona

Calling Line ID on the wireless phone has no affect on which number is redialed. It will always

be the last number that was dialed by IBC on any of the devices available.

Mobile Client

An IBC Wireless user will have access to the IBC Mobile Client. The IBC Wireless user can

make or receive calls, as well as configure some of the IBC features through the mobile client.

The user must subscribe to the collaboration features to receive the instant messaging,

presence, and My Room functionality of the mobile client.

While travelling internationally, the user can make and receive calls using the mobile client to

avoid international long distance rates. Where Wi-fi is not available, data charges may apply.

Multi-Key Call Waiting

For access to the Call Waiting feature, the IBC Wireless user must subscribe to Multi-Key Call

Waiting (MKCW).

While on an active call on the wireless phone, a beep will indicate a second call is incoming.

To answer Call Waiting Calls using an Android phone:


1. Tap the green answer icon.

2. Choose to end the call with the first caller and answer the second caller or choose to put the

first caller on hold. It is possible to switch between the two calls or merge the calls (as

described in 3-Way Conferencing above for Android).

To answer Call Waiting using an iPhone device:


The customer can choose to end the active call and accept the incoming call or put the active

call on hold and accept the incoming call. If the customer chooses Hold & Accept, they can

switch between the two calls or merge the calls (as described in 3-Way Conferencing above for

iPhones).

NOTE: Regardless of the user’s Alerting Policies and which number (IBC Number or IBC

Wireless Number) is called, the second incoming call will always be delivered to the device that

has the active call. For example, if on an active call on the wireless phone and there is another

incoming call, it will be delivered to the wireless phone.

IBC WIRELESS FEATURE

Dual Persona Switching

IBC Wireless allows a customer to have two numbers on their wireless phone. One is referred to

as the IBC Number, while the number that is on the phone’s SIM is referred to as the IBC

Wireless Number. The feature allows the user to determine which Calling Line ID (outgoing

caller ID) is displayed on an outbound call from their wireless phone. This can be configured

using feature access codes or through the User Portal. The IBC Wireless Number is the default

number that is displayed on outgoing calls from the wireless phone.

On the wireless phone dial pad, enter the following feature access codes to achieve the

described functionality:

*49 – This will set the outgoing caller ID to the IBC Wireless Number for all outgoing calls from

the wireless phone. When this is dialed, the following message will be played, “Your

Calling Line ID presentation has been set to your mobile phone’s number. Thank you.”

#49 – This will set the outgoing caller ID to the IBC Number for all outgoing calls from the

wireless phone. When this is dialed, the following message will be played, “Your Calling

Line ID presentation has been set to your business phone’s number. Thank you.”


*50 – This will set the outgoing caller ID to the IBC Wireless Number on a per call basis. Dial

*50 and wait for dial tone, then enter the number you want to call to complete the call.

#50 – This will set the outgoing caller ID to the IBC Number on a per call basis. Dial #50 and

wait for dial tone, then enter the number you want to call to complete the call.

To configure the Calling Line ID through the User Portal:

1. From the Call Control page, click on IBC Wireless.

2. Click on the IBC Wireless Number listed in the table.

3. Check the box next to Use Wireless Calling Line ID to display the wireless phone number.

Uncheck the box to display the IBC phone number.


CHANGES TO THE USER AND ADMINISTRATOR PORTAL

There are some changes to the User and Administrator Portal for the customers that have IBC

Wireless.

Within the Call Control menu, a new selection called IBC Wireless will appear.

When IBC Wireless is selected, the following screen will appear.


Users should ensure that the “Enable Alerting” checkbox is always enabled for proper IBC

Wireless functionality.

IBC Number Alerting Policy

The IBC Number Alerting Policy can be configured by the user to change what devices will be

alerted for calls to the user’s IBC number.

From the IBC Wireless page, click on IBC Number Alerting Policy.

Enabling Ring Fixed Devices will alert the user’s desk phone for calls to their IBC Number.

Enabling Include Shared Call Appearance will alert the user’s IBC Desktop Client, IBC Mobile

Client, IBC Tablet Client, as well as any other devices that their IBC Number appears on for

calls to their IBC Number.

Enabling Include Call Me Anywhere will alert any Call Me Anywhere locations that user has

established for calls to their IBC Number.

Enabling Ring Mobile Devices will alert the user’s IBC Wireless Number for calls to their IBC

Number.

Any changes must be saved by clicking Apply or OK.


IBC Wireless Number

On the IBC Wireless page, click on the number under IBC Wireless Number to configure the

IBC Wireless Number.

A description of the wireless phone can be entered in the Description field or it can be left

empty.

Enabling Alert For Agent Calls will alert the user’s wireless phone, if applicable, for Hunt

Group or Call Queue calls.

Enabling Use Wireless Calling Line ID will use the user’s IBC Wireless Number as the

outgoing caller ID for calls made from their wireless phone.

Disabling Use Wireless Calling Line ID will use the user’s IBC Number as the outgoing calling

ID for calls made from their wireless phone.

If the user clicks on the Alerting Policy tab the following screen will appear:


The IBC Wireless Number Alerting Policy can be configured by the user to change what devices

will be alerted for calls to the user’s IBC Wireless Number.

Enabling Ring Fixed Devices will alert the user’s desk phone for calls to their IBC Wireless

Number.

Enabling Include Shared Call Appearance will alert the user’s IBC Desktop Client, IBC Mobile

Client, IBC Tablet Client, as well as any other devices that their IBC Number appears on for

calls to their IBC Wireless Number.

Enabling Include Call Me Anywhere will alert any Call Me Anywhere locations that the user

has established, for calls to their IBC Wireless Number.

Enabling Ring Mobile Devices will alert the user’s wireless phone for calls to their IBC Wireless

Number.

FREQUENTLY ASKED QUESTIONS

1. When I am on an active call on my desktop phone, why can I not receive or make a call on

my wireless phone at the same time?

Answer: With IBC Wireless, the wireless phone becomes an extension of the IBC user.

Only one active call is allowed, regardless of which device is being used (desk phone,

wireless phone, Desktop Client, Tablet Client, or Mobile Client). Even though there are two

numbers (IBC Number and IBC Wireless Number), they are both tied to one user, which is

only allowed one active call at a time. A call cannot be placed to the wireless phone from the

IBC Number.


2. When the Alerting Policy is set to ring all devices and a call is answered on the desk phone, why does the wireless phone have a missed call notification?

Answer: The wireless phone is unaware that the call is answered on another device.

3. When I want to do a direct voice mail transfer, why doesn’t *98 work?

Answer: IBC Wireless users will not be able to transfer directly to voice mail from the

wireless phone. When transferring directly to a voice mailbox of an IBC Wireless customer

using a device other than the wireless phone, the IBC Number must be used rather than the

IBC Wireless Number. Since IBC Wireless includes combined voice mail, both numbers will

have access to the voice mail.

4. Can I perform a Call Trace from my wireless phone?

Answer: Yes, with IBC Wireless, a user can initiate a Call Trace by dialing *57 after the call

terminates on the wireless phone. This is not possible for a wireless customer without IBC

Wireless.

5. Should I use the wireless phone features when I have IBC Wireless?

Answer: To ensure proper functionality of IBC Wireless it is advised to not use the wireless

phone features (such as Do Not Disturb). Use of these features will not work as intended

and will interfere with the IBC functionality. It is recommended to use the IBC features.

6. Will IBC Wireless work when roaming outside Saskatchewan? Answer: With our roaming partners, IBC Wireless coverage is 99.2% in North America.

7. What is the best way to put myself into vacation mode or after hours so that I no longer receive incoming calls to my business identity (IBC Number) on my wireless phone but continue to receive incoming calls to my wireless number (IBC Wireless Number) on my wireless phone? Answer: Change your IBC Number – Alerting Policy by deselecting the Ring Mobile as described in the Changes to the User and Administrator Portal section of this guide. This way only calls to your IBC Wireless Number will ring your wireless phone. If you subscribe to Multi-Key Call Waiting and are on a call while an incoming call is placed to your IBC Number, you will receive a call waiting tone. To prevent this from happening when in vacation mode, disable your call waiting through the IBC User Portal, Desktop Client, or Mobile Client. This option must be manually activated and deactivated each time. For an automatic option, use the Selective Call Forward feature to forward incoming calls to your voice mail during selective hours as defined by a schedule. Set up a schedule as described in the End User Portal Guide. Then follow the steps in the Call Forward Selective section of this guide.

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SASKTEL INTEGRATED BUSINESS COMMUNICATIONS (IBC)