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TOTALCLOUD PBX ®
GETTING STARTED GUIDE
Welcome to Birch TotalCloud PBX! As part of your new phone service, there are some items you will need to set up for each Seat on the phone system. You will receive an email that will contain your Direct Number, your Voicemail Dial-in number and Initial Passcode, your BirchConnect online portal Username and Password, your Application Username and Password and the contact information for your Administrator. Set Up Your Voicemail Greeting Configuring your Voicemail greeting and Passcode should be the first thing you do on the Phone System. 1. Dial *86 on your phone, then Press “Send.” a. You will reach a Default Voicemail Greeting. 2. Press * during the Greeting. 3. Enter your Initial Voicemail Passcode (1000) then Press #. 4. Follow the Voice Guided Prompts. 5. If you get an error, please contact your TotalCloud PBX Administrator to submit a Trouble Ticket. Making Phone Calls from Your TotalCloud PBX Phone To place a call, enter the extension or phone number then press “Send/Dial” to initiate the call. Tips & Tricks • With TotalCloud PBX, you do not need to press 8 or 9 to get “an outside line.” TotalCloud PBX Phones intelligently decide on Extension call versus outside call based on the length of the number dialed. • If you have more than one Extension or Line on your phone, you can select from which Extension or Line to place the call. Retrieving Voicemail 1. Press the Voicemail Envelope button on your Phone. a. If you are directed to a screen called Message Center, press “Connect.” 2. Once you access your Greeting, press *. 3. Enter your Voicemail Passcode followed by #. a. You are now in Voicemail. 4. Follow Voice Prompts to Check New Messages. Intelligent Feature Keys You will see a few feature keys on the bottom of your phone. These keys can be programmed to prioritize your phone based on need. “Hold,” “Conference” and “Transfer” do not appear on the Idle screen, but will appear on the “Active Call” screen. Placing a Call on Hold While on a call, press “Hold.” a. The corresponding button of that Extension or Line will now Flash Red indicating a held call.
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Retrieving a Call on Hold Multiple ways exist to Pick up a Call • Press Resume. - If more than one call is on Hold, Resume will pick up the First call placed on hold. - You can also use the Directional Pad to scroll through Held calls. • Press any Flashing Red button to resume call. Tips & Tricks • Calls placed on Hold on Shared Lines are publicly held. • If you have a Shared Line or Main Line on your phone, pressing “Resume” may randomly select any call that is holding. Always select the actual button of the holding call. Transfer a Call Announced Transfer Caller ID on the transfer is the person who transfers the call. 1. While on the call, press the “Transfer/TRANS” button. 2. Enter the Extension or 10/11 digit Phone Number Transfer Destination. a. The Caller is placed on Hold automatically. b. A call is placed from you to the Transfer Destination. 3. Upon answer, inform them of who is on the line. 4. Hang up or press “Transfer” to complete the Transfer. Blind Transfer/Quick Transfer Caller ID on the transfer is the caller’s ID. 1. While on the call, press the “Transfer/Trans” button. 2. On the next screen, press “Blind.” 3. Enter the Extension or 10/11 digit Phone Number and press “Dial/Send.” a. Call is transferred right away. Conference/6 Way Call 1. While on a call, press “Conf/Conference.” 2. Enter the next party’s extension or phone number. 3. Once they Answer, Press ‘Conference” again. a. This will join all three parties. 4. Repeat steps 1-3 until all parties (up to 6) are joined.
BirchConnect and Advanced Feature Activation To access advanced features like Communicator or Anywhere, you will need to access the web-based TotalCloud PBX Customer Portal on BirchConnect. Access BirchConnect 1. Open BirchConnect.com. 2. Use your BirchConnect Username and Initial password. 3. You will be asked to choose a new password. 4. You will be logged in. Page 3 | TotalCloud PBX Getting Started Guide
Access TotalCloud PBX Customer Portal 1. In BirchConnect click on “Services > TotalCloud PBX.” 2. You have entered TotalCloud PBX Customer Portal. Set your TotalCloud PBX Seat Password 1. Access TotalCloud PBX Customer Portal. 2. Select “Number Settings > User Profile.” a. If you are an Administrator, also select the “Seat/User.” 3. In Seat Username and Password, select “Reset Password.” a. Make sure to follow Password guidelines. 4. Click “Save.” Activating Communicator Mobile & Desktop 1. Download Communicator. a. Mobile – Communicator in the Google Play or Apple App Store. b. Desktop – Download in BirchConnect > TotalCloud PBX Customer Portal > Enterprise Settings > Downloads. 2. Access TotalCloud PBX Customer Portal. 3. Go to Number Settings > Communicator. 4. Change Mobile and/or Desktop from Off to On. Logging in to Communicator Mobile Communicator 1. Download and Install Communicator Mobile from Google Play or Apple App Stores. 2. Once installed, use your TotalCloud PBX Seat Username and Password to log in. Desktop Communicator 1. Download and Install Communicator from BirchConnect > TotalCloud PBX Customer Portal > Enterprise Settings > Downloads. 2. Once installed, use your TotalCloud PBX Seat Username and Password to log in. Anywhere (Follow Me) Allows you to set up to 5 numbers to ring at the same time as your desk phone. 1. Access TotalCloud PBX Customer Portal. 2. Go to “Number Settings > Anywhere.” 3. Click “Add Number” to add a new phone number. 4. Make sure that number is set to Active. 5. Click “Save.” • Answer Confirmation – Requires you to press a key prior to accepting a call on your cell or another Anywhere number.
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