Transcript
Zed One Hosted VoIP Telephony User Guide A document to provide end user guidance on enterprise-class Hosted VoIP Telephony solution.
Contents Unity Desktop Client – Quick Start User Guide ......................................................................... 3 Broadworks® Assistant Enterprise – Quick Start User Guide .................................................... 6 Broadworks® Website Portal – Quick Start User Guide ............................................................ 9 Configuring Your Unified Messaging (Personal VoiceMail) ..................................................... 10 Configuring Your Hunt Group Voicemail (Group Number)...................................................... 12 Configuring Auto Attendant Greetings .................................................................................... 14 Unity Desktop Client – Hot Desking Log On/Off ...................................................................... 15 Polycom Handset Configuration Guide ................................................................................... 17 Zed VoIP Firewall Settings ........................................................................................................ 18 Zed VoIP Music On Hold / Custom Greetings File Format Rules ............................................. 20 Polycom Handset User Guide .................................................................................................. 21
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 2
Unity Desktop Client – Quick Start User Guide Step One; Install Unity from the accompanying installation file Download Unity desktop from the following http://www.voicestart.co.uk/zedone/ Step Two; When starting Unity for the first time you will receive the following message:
Click OK.
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 3
Step Three; Enter the Zed One Broadworks® server address and port number (see below)
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 4
Step Four; Click Authentication in the left window Enter your Broadworks® Username and Password provided by the Zed One VoIP provisioning team.
Step Five; Click the green tick at the bottom right. Unity will now login to Broadworks ® Full help is available from Help | Contents in Unity.
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 5
Broadworks® Assistant Enterprise – Quick Start User Guide Step One; Install Broadworks® Assistant Enterprise from the accompanying installation file Step Two; Click on the orange options icon to configure user settings
Step Three; Click on Connection in the left menu window and enter the details below
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 6
Step Four; Click on Account in the left menu window Enter your Broadworks® Username and Password provided by the Zed One VoIP provisioning team
Step Five; Click on Outlook Integration in the left menu window and check Enable Outlook Integration
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 7
Step Six; Click on General in the left menu window Ensure that Auto Login is checked then click Apply and OK to save your settings You will now be logged into Broadworks® Assistant Enterprise
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 8
Broadworks® Website Portal – Quick Start User Guide Step One; Visit website address http://ews.zedone.co – press continue to this website to accept certficate Step Two; Enter your Broadworks® Username and Password provided by the Zed One VoIP provisioning team and press Login.
Step Three; You will be presented with the page below where you can customise your advanced settings; for example Busy Lamp Field.
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 9
Configuring Your Unified Messaging (Personal VoiceMail) To access your voicemail press New Call, then 5555, then Send or press the Messages button.
Setting Up Voicemail For The First Time 1. You will be asked for your temporary password which is 1234 followed by the # key 2. You will now be asked to change your temporary password 3. You will now be asked to record your name – this is not the greeting which will be played to inbound callers. 4. From the main Menu press 1 for Mailbox Features 5. You will now be prompted to record a greeting. Your Busy greeting will be played to callers when you are engaged. Your No Answer greeting will be played to callers if you do not answer the call
Retrieving Messages From Your Own Phone 1. When you receive a voice message the red message lamp will alight on you telephone [if this feature is supported by the handset]. 2. Dial into Voicemail by pressing New Call, then 5555, then Send 3. Enter your password followed by the # key when prompted 4. You will now told how many messages you have and Press 1 to hear them 5. At the end of each message you will be prompted to Save or Delete the message
Retrieving Messages Remotely [From Any Other Phone] 1. Dial your own DDI number 2. When your voice message starts, interrupt the greeting with the * key 3. You will be prompted for your mailbox number. This is the same as your extension number and would normally match the last 4 digits of your DDI number 4. Enter your password when prompted and listen to messages as normal
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 10
Changing Your Voicemail Greeting 1. Dial into Voicemail by pressing New Call, then 5555, then Send 2. Enter your password followed by the # key when prompted 3. You are now at the Main Menu 4. Press 1 for Voice Mailbox 5. Press 2 to change your Busy Greeting 6. Press 3 to change your No Answer Greeting 7. Follow prompts for playback and to save Note: An easier way to retrieve messages is to have them sent to your eMail Inbox. Provided you have a multimedia PC, you can simply play the messages back as audio files. Configure this feature through Unity desktop under Settings or contact Zed One.
Voicemail Main Menu 1. Voice Mailbox
2. Change Busy Greeting
3. Change Name
8. Change Password
3. Change No Answer Message
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 11
Configuring Your Hunt Group Voicemail (Group Number) From any phone in the business press New Call, then 5555, then Send
Setting up voicemail for the first time; 1. You will now be prompted for your mailbox number. This is a 4 digit extension number for your hunt group given to you by Zed One provisioning team. Enter it now followed by the # key. 2. You will be asked for your temporary password which is 1234 followed by the # key 3. You will now be asked to change your temporary password 4. You will now be asked to record your name – this is not the greeting which will be played to inbound callers. 5. From the main Menu press 1 for Mailbox Features 6. You will now be prompted to record a greeting. Your No Answer greeting will be played to callers when the office is closed
Retrieving Messages; 1. Dial into Voicemail by pressing New Call, then 5555, then Send 2. As soon as the automated lady starts to speak interrupt her with the * key 3. You will now be prompted for your mailbox number. This is a 4 digit extension number for your hunt group given to you by Zed One provisioning team. Enter it now followed by the # key. 4. Enter your password followed by the # key when prompted 5. You will now be told how many messages you have, Press 1 to hear them 6. At the end of each message you will be prompted to Save or Delete the message
Note: An easier way to retrieve messages is to have them sent to your email inbox. Provided you have a multimedia PC, you can simply play the messages back as audio files. Configure this feature through Unity desktop under Settings or contact Zed One Helpdesk
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 12
Changing your Voicemail greeting; 1. Dial into Voicemail by pressing New Call, then 5555, then Send 2. As soon as the automated lady starts to speak interrupt her with the * key 3. You will now be prompted for your mailbox number. This is a 4 digit extension number for your hunt group given to you by Zed One provisioning team. Enter it now followed by the # key. 4. Enter your password followed by the # key when prompted 5. You are now at the Main Menu 6. Press 1 for Voice Mailbox 7. Press 2 to change your Busy Greeting 8. Press 3 to change your No Answer Greeting 9. Follow prompts for playback and to save
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 13
Configuring Auto Attendant Greetings To change and Auto Attendant [AA] greeting; 1. From any Zed VoIP phone dial 5555 2. Press * to interrupt the greeting “Welcome to the CommPilot Voice Portal…” 3. Enter 5555 when prompted with “Please enter the extension number you require” 4. If you have multiple AA menus you will be prompted for the AA extension number that you want to change 5. Enter 1234 at the prompt “Please enter your password” 6. Follow the prompts to change the recording
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 14
Unity Desktop Client – Hot Desking Log On/Off Hot desking allows a Hot Desk user [Guest] to logon to an available Hot Desk Telephone [Host]. Both the Guest and Host services must be allocated to the user and the host telephone
Hot Desk Log-On Using Unity; 1. Click the Settings button in the main interface 2. Select “Hoteling Guest” from the left menu 3. Select the Hot Desk Host drop the drop down menu. The host name or extension number will be at top left on the screen of the phone. You are now logged onto that host
Hot Desk Log-Off Using Unity; Repeat the steps above but select “None” from the drop down menu. When Unity is closed it will also prompt you to disassociate from the Host.
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 15
Hot Desk Log-On Using Voice Portal; 1. Press New Call > 5555 > Send 2. You will hear “Welcome to the CommPilot Voice Portal” 3. Press * 4. Enter your extension number when prompted 5. Enter your password when prompted. This is 1234 by default 6. From the next menu press 7 for “Hoteling Options” 7. From the next menu press 2. You are now logged on to that host
Hot Desk Log-Off Using Voice Portal; Repeat the steps above but press 3 at the last step
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 16
Polycom Handset Configuration Guide Note: use the round silver scroll key in the middle of the phone to scroll up and down to the option you require. Press the “tick” key in the middle of the scroll key or select “OK” from the screen to select an option
OPTION 1 - To Add FTP Address, User Name and Password;
If the phone is already has options showing on the LCD display unplug the phone and plug it back in, if it is a new phone plug it in and then complete the following: 1. From the key pad enter > 456 >enter 2. Scroll down to > ServerMenu > enter 3. Scroll down to > ServerAddress > enter > 83.137.182.78 > enter (use the * key to enter .) 4. In the display will be Server User > Edit > enter the ftp address you have been given>enter 5. In the display will be Server Password > Edit > enter the ftp password you have been given > enter 6. > Exit > Exit
- The phone will then reboot and register, this process may take a few
minutes
OPTION 2 - To Add a Static IP Address; If the phone is already has options showing on the LCD display unplug the phone and plug it back in, if it is a new phone plug it in and then complete the following: 1. From the key pad enter >456 >enter 2. DHCP Client will be shown in the display press >Edit (from the display options) 3. Press the left hand arrow on the scroll button to select >Disable>enter 1. Screen will show “Phone IP Addr” press >edit then enter the static IP Address you have been given by you IT administrator > OK NOTE- (use the * key to enter .) 4. Screen will show “Subnet Mask” press >edit enter the Subnet Mask you have been given by you IT administrator > OK 5. Screen will show “IP Gateway” press >edit enter the IP Address you have been given by you IT administrator > OK 6. Press >exit 7. In the screen “Save & reboot” will show press >select Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 17
Zed VoIP Firewall Settings The following ports must be open on your firewall to allow IP SIP phones to work.
To The Internet: • SIP 5060/UDP • RTP 10000-20000/UDP (depending on firewall ability to open these ports dynamically depending on SIP information) • FTP • HTTP • HTTPS • TFTP • CAP 2205/TCP • ACAP 2207/TCP (BroadWorks Reception Console) • C12 2208/TCP (BroadWorks Assistant Enterprise & Unity)
From The Internet: • SIP 5060/UDP • RTP 10000-20000/UDP (depending on firewall ability to open these ports dynamically depending on SIP information) • CAP 2205/TCP • ACAP 2207/TCP (BroadWorks Reception Console) • C12 2208/TCP (BroadWorks Assistant Enterprise & Unity)
The Following Is Optional: Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 18
IP Range To Allow = 83.137.182.0/24 The specific Addresses if you prefer to set it this way are 83.137.182.39 83.137.182.70 83.137.182.71 83.137.182.72 83.137.182.73 83.137.182.76 83.137.182.77 83.137.182.78 83.137.182.120
Desk Top Applications Applications like BroadWorks Reception, BroadWorks Assistant Enterprise & Unity use the data network for call control and system status updates. There is no SIP or RTP traffic sent over the data networks but the firewall will need to be set up to allow the following:
To The Internet: Allow IP Addresses: 83.137.182.70 83.137.182.71 88.208.205.243 80.68.95.115 Open Ports: 80 (HTTP) 443 (HTTPS) 2208 (OCI) Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 19
Zed VoIP Music On Hold / Custom Greetings File Format Rules You use this procedure to record a personal greeting or an announcement using a PC. The Application Server accepts .WAV and .WMA file formats. The following lists the validation rules for the file formats:
For .WAV files: • CCITT, u-law, or a-law codec • 8.000 kHz • 8 bit mono • .WAV file type
For .WMA files: • CCITT, u-law, or a-law codec • 8.000 kHz • 8 bit mono • .WMA file type
For both .WAV and .WMA files: • The maximum audio length is 2 minutes for a Voice Messaging Greeting and Custom Ringback User/Group. • The maximum audio length is 10 seconds for user's Voice Portal Personalized Name. • The maximum audio length is 10 minutes for the Music On Hold greeting. • For all other services, the maximum audio length is 5 minutes
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 20
Polycom Handset User Guide A Polycom IP Phone is a full-feature telephone that provides voice communication over an IP (Internet Protocol) network. This phone functions much like a traditional phone, allowing you to place and receive telephone calls. It also supports features that you have come to expect from a telephone - such as speed dialing, redial, and conference calling.
Polycom IP320 / IP321 / IP335 Layout
Polycom IP450 / IP550 / IP560/ IP650 Layout
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 21
Quick Reference Guide Item
Function
1
Mute
Mutes audio transmission locally during calls.
2
Line Keys
Line or Speed Dial keys.
3
Headset
Allows users to place and receive calls through an optionally connected.
4
Hold
Use this key to place a call on hold until you can return to it.
5
Dial
Press the Dial key. The display will show the last 10 dialed numbers. Use the / keys to find the desired number and press Dial again
6
Scroll Up
Scrolls through menu options.
7
Scroll Down
Scrolls through menu options.
8
Previous
Previous.
9
Next
Next.
10
Save Changes
Save any changes made.
11
Menu
Access local and server features.
12
Softkeys
Soft keys to select from various context-sensitive options.
13
Volume
Volume keys to adjusts audio and ringer volume.
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 22
Phone Diverts and Pickups Call Forwarding Always On
* 72 press Dial and destination number
Call Forwarding Always Off
* 73 press Dial
Call Divert On Busy On
* 90 press Dial
Call Divert On Busy Off
* 91 press Dial
Call Divert No Answer On
* 92 press Dial
Call Divert No Answer On
* 93 press Dial
Call Pick up
* 98 press Dial
DND Activate
* 78 press Dial
DND De-activate
* 79 press Dial
Operating Instructions Making a call
Press New Call and enter the number or enter the number and press Dial from the softkey.
Holding a call
Press the Hold key.
Return to a held call
Press the Resume softkey or press the Hold key again.
Transfer – Announced
Press the Trans softkey. Enter the destination extension and press Dial. Announce the call to the receiving party. Replace handset and the call will be transferred.
Transfer – Blind
Press the Trans softkey followed by the Blind key, dial extn number, press Dial to complete the transfer.
Transfer – To Voicemail
Press Transfer. Press *55 + target users extension number then press Dial. Replace handset and caller will be sent to voicemail without ringing the handset
Do Not Disturb
To activate Do Not Disturb press the Menu key. Then press 1 for Features and press 2 for Do Not Disturb. Repeating this action will toggle on/off
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 23
Call Lists (Received or Placed calls)
Press the Menu key, select Features followed by Call Lists. You may now select Received or Placed calls as desired. To call a number select it then press Dial
Storing Personal Contacts
Press Menu key, press 1 for Features then press 4 for Contact Directory. Select . Press to enter First Name. Press press the OK softkey to confirm.
again when entered then
Press to scroll down and complete the above for Last Name and Contact [enter the number here] When finished press
then press the Yes softkey when prompted.
Dialling Personal Contacts
Press Menu key, press 1 for Features then press 4 for Contact Directory. Scroll down to the desired number then press Dial
Dialling System Speed Dials
System Speed Dials are populated by your system administrator. To dial a number press #xx [where xx is the system speed dial location].
To Park A Call
Once you have call in progress; Press Hold > *68xxxx > Dial [where xxxx is the extension you wish to park the call against]
To Retrieve a Parked Call
Enter *88 and Press Dial . If the call is being retrieved from the extension it is parked against press # when prompted. If it is being retrieved from a different extension, enter the park extension when prompted
Shared Call Appearance
If you have more than one handset on the same extension, you can “pull” a call from one handset to another by pressing *11 on the idle handset
Conference Calling
Establish the first call, press the Conf softkey, enter the telephone number of the 2nd party, Press Dial. To connect all 3 parties press the Conf softkey again.
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 24
Star Codes Reference Automatic Callback Deactivation
#8
Call Forwarding Always To Voice Mail Activation
*21
Call Forwarding Always To Voice Mail Deactivation
#21
Call Forwarding Busy To Voice Mail Activation
*40
Call Forwarding Busy To Voice Mail Deactivation
#40
Call Forwarding No Answer Activation
*92
Call Forwarding No Answer Deactivation
*93
Call Forwarding No Answer To Voice Mail Activation
*41
Call Forwarding No Answer To Voice Mail Deactivation
#41
Call Forwarding Not Reachable Activation
*94
Call Forwarding Not Reachable Deactivation
*95
Calling Line ID Delivery Blocking per Call
*67
Calling Line ID Delivery per Call
*65
Call Return
*69
Call Waiting Persistent Activation
*43
Call Waiting Persistent Deactivation
#43
Cancel Call Waiting
*70
Clear Voice Message Waiting Indicator
*99
Customer Originated Trace
*57
Directed Call Pickup
*97
Directed Call Pickup with Barge-in
*33
Direct Voice Mail Transfer
*55
Last Number Redial
*66
Per Call Account Code
*71
Push to Talk
*50
Zed One Technology - Hosted VoIP Telephony User Guide(Version 2.0 / 2010)
Page | 25
