Have any ordinary questions? Browse our knowledgebase to find answers!
Basic Phone Operation
- To call a phone outside of the system, simply dial their ten-digit number. You can call local numbers (with the same area code as your phone) by dialing their seven digit phone number (no area code).
- To call a phone within the system, dial the phone’s extension number
- To call 911…you know how to.
- While inactive (not on a call), push DND softkey to enter Do Not Disturb mode. You will now not receive calls.
- While active (on a call), press the Hold softkey to place the call on hold.
- See below to learn about call transferring
- See below to learn more
- 933 – Allows you to place a test 911 call. – Useful for seeing if 911 is working.
- *9196 – Enters echo mode; every thing the mic picks up is played out of the speaker – Useful for verifying phone operation
- *97 – Voicemail – Useful for checking voicemail and changing voicemail greetings (see below)
- *99+[ext] – Allows you to send a call to voicemail box; dial *99 plus the box ID (extension number for phone VM boxes).
How to change voicemail greeting
This describes how to change the voicemail greeting that plays to someone if they call a particular extension, and do not get an answer. This method does not change (if applicable) your auto attendant, or general voicemail box.
- From the phone you wish to change the greeting on, dial *97.
- Enter your password, followed by #.
- Press 5
- Press 1
- You will be asked to enter a greeting between 1 and 9. Read below, or just press 1.
- You will be told to record your greeting at the beep.
- Say your greeting at the beep.
- When you are finished, press 1 to replay, press 2 to save, press 3 to retry, or end the call to give up.
How to move/re-install phones
Should you ever want to move your phones, be it to a different desk or a different facility, here is how to do do it right. Don’t worry, moving them isn’t hard.
- The phone itself has a power cable, ethernet cable supplying it internet, and handset cable. It may also have a second ethernet giving internet to another device (like a computer).
- To start, unplug all of these.
- Move the phone to where you want to have them. Wherever you put them will need to have a power outlet, and an ethernet port supplying internet.
- Plug an ethernet cable from the port into the phone. IMPORTANT Plug the cable into the port in the phone marked with a network symbol, NOT the port marked with a computer
- Plug the power cable into the power jack, and the outlet.
- If applicable, plug an ethernet cable into the port in the phone marked with a computer, and plug it into a device needing internet.
- One other important thing, you must contact us if you move a phone! In the event that someone dials 911 from your phone, it is imperative that the 911 info such as address be correct. If you move the phone, tell us so we can update the phone’s address.
How to transfer a call
While on a call with a customer, push the Transfer softkey at the bottom of the screen (you may need to press More to see more softkeys; do so until the Transfer key is accessible).You can then dial the phone number of a person outside of your system, or the extension of a phone within the system. Once you do that, the phone of the person you dialed will ring; when they answer, you and them will be connected; you can then ask if they are ready to take a call. The customer does not hear any of this; they just hear telephone on hold music. If your coworker is ready, press the Transfer softkey again, and the customer will be connected to your coworker, and you are no longer a part of the call. Another way is to press Transfer softkey, and then press the Blind softkey. Dial the phone number or extension of the person you wish to transfer the call to. The call will immediately leave your phone, and ring the phone of your coworker. If they answer, the customer will be connected with them. WARNING If they don’t answer, you will lose the call!
How to check your voicemail from your phone
Before we begin, let me just mention that you may or may not be able to check voicemails from your phone, based on how your system is configured (our standard procedure is to enable voicemail transcription, so messages are emailed to your inbox). If you want to be able to dial in and listen to voicemails, but cannot do so currently, contact us so we can make the change. Moving on, every extension has a voicemail box tied to it. If a call reaches an extension, and the call is not answered, the person will “go to voicemail”, and leave a message in the extension’s voicemail box. However, it is possible to create additional boxes, that are free from any extension. To check your phone’s local voicemail,
- Dial *97
- Enter your password (if you don’t know it, contact us) plus #.
- You will then be walked through different options, allowing you to listen to messages, change your greeting, and more.
- Acquire the voicemail box’ ID. If you are trying to access the voicemail box of a different extension, the ID is the extension number. If it is a general voicemail box, you’ll need to know what the ID is.
- Dial *98
- Enter the ID followed by #
- Enter your password plus #
- You will then be in the equivalent state of having dialed into the box from the connected extension (the *97 method).]
My phone won’t place calls
There are several reasons this could be.
- Loss of internet
- Check your internet system, and make sure it is working.
- Make sure the ethernet cables are securely plugged into the phone
- The ethernet providing the internet (from a router, wall port, etc) should go into the ethernet port in the phone marked with a network symbol (NOT the computer symbol). If applicable, the ethernet supplying internet to another device (like a computer) should be plugged into the ethernet port in the phone marked with the computer symbol.
- Make sure whatever ethernet port that is giving your phone internet is actually putting out internet. The port on a computer, for example, only accepts internet, it does not provide it.
- Make sure the ethernet port even works.
- Make sure the ethernet cables are securely plugged into the wall, router, or whatever is supplying the internet.
- Registration issues
- The best way to fix this is to simply unplug the phone, wait a minute, and plug it back in. This usually eliminates the problem.
My phone won’t turn on
- Make sure power cable is plugged into the phone securely
- Make sure power cable is plugged securely into the outlet
- Make sure outlet has power (check breaker, wiring as needed)
- If problem persists, contact us here.
People aren’t receiving my faxes
There are a number of reasons this could be. First, are you using eFax, or a physical fax machine? Since eFax is much more stable, there are several problems that are only present when using a physical fax machine. Fax machines do not directly integrate with VoIP; to connect them to our system, we use an ATA. Due to a programming bug, some ATAs did not correctly send faxes. We have since fixed that problem; if you are having trouble sending faxes, contact us so we can check yours.
The audio on my calls sounds bad
Our phones and system are designed to deliver, receive, and carry clear audio. If you’re getting choppy sounds, there are several things that could be amiss.
- Bad internet – Check your internet and make sure it’s working. If it’s down, or just low on reception, you will have bad audio
- Problems with the other phone – If you are calling or receiving calls from a junky phone, the audio will be bad. A chain is only as strong as its weakest link.
- Wonky plugs – Check the cable plugging the handset into the phone. If it’s loose, you’ll lose audio as well.
How to use eFax
This is how to use the eFax function in our system.
- Go to your PBX server. (acmeplumbing.voipcom.network, etc.)
- Log in.
- Click on Apps > Fax Server
- Under Tools, click on New to send a new faxA * indicates a required field. (Note: either a message OR files are required, but sending both is optional)
- Header: Appears under logo on message page of fax. Pretty unimportant, all told. Usually filled by company name, subject, or classification info.
- From: Says who the fax is from. Company name or name of sender goes here.
- To: Says who the fax is for (This is NOT where the recipients fax number goes). Put recipient’s or company’s name here.
- Fax number*: Put the recipient’s fax number here.
- Fax files*: Click Choose Files to select files from your computer to be sent as a fax message. Make sure the files you pick are PDFs.
- Resolution*: Choose how high quality you want the fax to be.
- Paper size*: Choose the paper size the message is to be printed on.
- Subject: If you are faxing a message, not just files, fill this with the subject (like on an email)
- Message*: If applicable, write a message email.
- Footer: Fine print goes here; you can change what is automatically put here.
- Preview: Exports a PDF of what your message will look like if sent
- Send*: Sends message. Be patient, this will take several seconds.
- Clink on Inbox to view received faxes
- Caller ID Name and Caller ID Number let you see info on who sent you the fax
- Clicking the listing under File Name (Download) will download a TIF file of the fax message. (This is not recommended)
- Clicking the PDF button under View will download a PDF of the fax message. (This is recommended)
- Date lets you see the date of when the fax was sent/received. (Pretty obvious, but I gotta mention it anyway)
- Click on Sent to view sent faxes
- See above for information on this.
- Destination is who you’re sending the fax to.
How to host a conference call
Hosting a conference call is simple. To start you’ll need to have a conference room set up (we have to set rooms up ourselves; from there, you can indefinitely host calls in the room). Every room has an internal extension, an external phone number, a moderator pin, and a standard user pin. When we make your room(s), you will be given this information.
- Your room is always ready to hold calls. If you plan on hosting a conference call, simply schedule the call in one of your rooms (tell people when the meeting is, and therefore when to call in)
- Once the appointed time of the conference call comes, you and everyone participating need to join. To join from one of your phones, simply dial the extension number of the conference room. If you’re joining from a phone outside of the system, call the room’s phone number.
- After joining, you will be prompted for a pin. There are two pins: the moderator pin and the standard pin. Naturally, you will give the standard pin to everyone, and keep the moderator pin private, only giving it to approved people.
- You will then be asked to say your name; this is so anyone else in the call will hear that you have joined.
- Now you are in the call! If you are the first to join, you will hear hold music. Once another person joins, you will hear each other. When a third person joins, you can all hear each other simultaneously; and so on for as many people as you want to join.