User Manual - ImpactConnect Hosted PBX
Contents
1. impact eeetelecom A4 ImpactConnect Hosted PBX User Manual www impacttelecom com VERSION 1 5 FEBRUARY 2015 Welcome to Impact Telecom s ImpactConnect Hosted PBX Welcome to the ImpactConnect Hosted PBX Service Manual and the Impact Telecom family We strive to provide you with the highest quality service for all of your telecommunications needs We are confident that the services and features provided will enhance and maximize your office productivity This easy to follow guide provides step by step instructions to help you get started in creating customizing and utilizing your phone services while enhancing your business capabilities If you have any questions about your services or need assistance please contact our customer support at 855 997 6353 or customersupport impacttelecom com You can also visit us at www impacttelecom com or manage your account features online at vportal impacttelecom net For additional service information visit www impacttelecom com or Account Management options online at myaccount impacttelecom com IY Da ct ImpactConnect Hosted PBX Table of Contents IE RG EMMI COU ACCME Men EL coe ouso coco ci 4 2 Manage Username and PasswoOoE as cssgwanioamano on oito rain Ena EEn A T E 5 E DOI OM RAS cs ren 6 4 Cheating cane tates eere EINER 7 5 Adn ANAWE NU sic TET adu utente 11 6 Coni ewin CIE 1 Ts D Lae errata ree TTE 010 eco rer ions ocococccaccodessndbecc2. changes 4 Press the Save soft key to confirm or the Cancel soft key to abandon the changes Press DIRECTORIES Or the Exit soft keys to return to the idle display IMN Da ct ImpactConnect Hosted PBX 25 eeetelecom Ring Type You can select different rings to match your preferences and distinguish between calls on lines To change the incoming ring 1 Press MENU 2 Select Settings followed by Basic and then ring type 3 Usingthe a or v highlight the desired ring type Press the Play soft key to hear the selected ring type 4 Press the Select soft key to change to the selected ring type 5 Press the menu or Exit soft keys to return to the idle display Note f you select silent ring press the Line key or Answer soft key to answer incoming calls Distinctive Ringing Call Treatment You can set distinctive incoming ringing tones for different contacts in your local directory To set a distinctive ring for a local contact 1 Press DIRECTORIES and then select Contact Directory 2 Search for the contact see Contact Directory 3 Press the Edit soft key and scroll to Ring Type 4 Enter a number corresponding to one of the ring types available see Ring Type on previous page 5 Press the Save soft key or the Cancel soft key to abandon the change then press DIRECTORIES to return to the idle display IMN Da ct ImpactConnect Hosted PBX 26 eeetelecom 4 gt Headset Memory Mode For Permanent o
3. message To set this up in the portal go to Messages Settings and then in then in the Operator Forward box put in the extension that calls should forward to when the caller selects O From here you can enable or disable voicemail at any time There are various voicemail options for listening to and retrieving messages impact eeetelecom ImpactConnect Hosted PBX Configuring Voicemail There are two methods for managing your voicemail greetings You can e Choose to upload a locally saved file by selecting Browse and inserting a file Record a new greeting Greetings To Add a Greeting select inia odO the speaker icon from the pecorded Name DO left of Voicemail greeting Manage Greetings Mew Greeting Upload amp Record Browse You will be presented with a Manage Greetings pop up box Greeting Name Name for this greeting If you choose to upload a local file click the Upload radio button Click Browse No greetings have been added yet and upload the file you would like to use Add Greeting Done UY Da ct ImpactConnect Hosted PBX 16 eeetelecom Configuring Voicemail Manage Greetings To Record a new greeting a select the Record button nu This will present a new field Call me at 7202036522 A ll H e with a Call me at box Greeting Name Hello 1 Populate this box with a phone J number you would like to be called at Assign a greetin
4. EY Da ct ImpactConnect Hosted PBX 10 eeetelecom Adding Answering Rules Answering Rules are the rules that instruct the system what do with respect to this Subscriber They are based on Time Frames different time options including always specific days and times of the week and specific dates An Answering Rule must have a Time Frame assigned to it On the Homepage select the Answering Rules button Y Da Ct User 01 202 Profile Log out eeetelecom Home Answering Rules Time Phones Answering Rules User 01 202 Ring for 25 v seconds Allow Block Time Frame Description gt Default ESSO Ring x202 ipact ImpactConnect Hosted PBX 11 eeetelecom Adding Answering Rules Select Add Rule on the right hand side of the screen p P a e m pubs ID EE a UA NU ae DEE inis o E Answering Rules User U1 LUZ Ring for 25 v seconds Allow Block Time Frame Description gt Default Ring x202 You will be directed to a pop out windows that contains the Add an Answering Rule parameters as shown below Add an Answering Rule Time Frame Select a time frame v This is when your answering rule will apply Enabled Do not disturb _ Call screening Call Forwarding Always Extension number or phone _ When busy Extension number or phone When unanswered Extension number or phone When offline Extension number or
5. anenacscc 15 7 VOEE nne sia a o q c E eee eee 18 8 VOCM MENU Tree ccccscccicssssse esesesaaceseceesccscssasnceceessteeceessbeanececeeosssdevesis o E RR on 19 E Pede RPM O T o aooo 20 Tea NAS VV nine cl ec TTE ocdsocodiocaocc 21 131 Microphone Mute Call Rold and Resume e em ERSTE 21 12 A OS Fonnen a TTE a ooo 22 T o Cal mereen RR RR a oao 27 14 REC lesse EET DEPT PTT TRUE IO o e eocaccscsceecoceiecoceo 23 To DONGE D E ao A A E E A ooo 25 TO Cage cc RERO TET TIENE oo E ooo 23 T Contact Directory and Speed Dialing reiten TT TTE 24 I carcniForana Edit Contacts rennen rrt n is douro das essent ane e 25 19r NUUS PIOS ccm T S Lee DEO eee eee eee Ree 26 20 Distimetive Ringing Call Treatment trennen ntt eru RTT T de RR 26 2 Peod et Memory Mode n entrent erento tanen nerhr Pt tre ER TOT TT TTC CENE 27 PPO ONES Star Codes o eniinn sars e OO DOooeesesonbtnd sdeoso 27 Contacts Customer support R 855 997 6353 customersupport impacttelecom com myaccount impacttelecom com www impacttelecom com Y Da ct ImpactConnect Hosted PBX eeetelecom My Account Login Log in to manage features online at vportal impacttelecom net impact eeetelecom Login Name Password Powered by Impact Telecom Manager Portal Version 1224 0 3 Use your username yourextension yourdomain Password Digits only 5 10 characters Check
6. en unanswered will apply to incoming calls When offlin e If the device ever becomes unregistered then this option will apply to incoming calls IY Da ct ImpactConnect Hosted PBX 13 eeetelecom Adding Answering Rules Add an Answering Rule In the example shown an answering rule has 2 y been created that will be effective All the 2 trabe Time when a call comes in the system will in simultaneously ring the user s extension as m MEM eme well as ring the user s cell phone lei 858 555 1234 if they do not answer their esesssas extension If the user has more than one device you would need to check Ring all ser s phones in order for all phones to ring when a call is placed to the user Once the information has been saved you will be sent back to the Answering Rules page with the new rule listed as seen below Once the answering rule has been created this is what will be shown on the Answering Rules page Answering rules are prioritized in a hierarchy To change a rule s priority place your cursor over the Up Down arrows and click and drag the rule to the top The ACTIVE icon indicates which rule is currently in effect Rules will go into effect based on their priority in the hierarchy If there aren t any Active rules applied the system will route calls to the user s extension by default Multiple answering rules can be defined but only one rule can be active at a time The active rule is the first rule with a matchin
7. g name to the Recording and select Call No greetings have been added yet You will then be called by the system IVR and prompted to record your new greeting Finally you can select the Unified Messaging format in which your email notifications of a voicemail message if configured are Email Address es ext202 impacttelecom com Email Notification tO be sent Send w hyperlink Send w brief hyperlink E s Send w attachment leave as new Sed uites o an Options which include a Send w attachment move to trash o 5 Send w brief attachment leave as new hyp erlink and or in brief Send w brief attachment move to saved Send w brief attachment move to trash fo rmat will reduce the size of the email Y Da ct ImpactConnect Hosted PBX 17 eeetelecom Voicemail Instructions 98 To Access from Device System will prompt for password upon entering 98 Call your phone number and press To Access from Other Phone During voicemail greeting prompt you will be requested to enter a password When in any menu press to go back to the previous menu Your voicemail password is the same as your account password Press 1 For New Messages Go to Messages Press 1 To Save 2 For Old Messages Go to Messages 2 To Repeat 5 To Set Options Go to Options 3 To Forward 6 To Change Greetings Go to Greetings 4 To Delete 7 To Recover Deleted Messages 5 For Next Message 6 ToReply To Finish Greetings Pre
8. g time frame Best practices dictate that you order answering rules according to how specific they are i e prioritizing the most specific time frames first holidays If two rules have matching a time frame the active rule is determined by the rule with a higher priority Answering Rules User 01 202 Add Rule Ring for 25 v seconds Allow Block Time Frame Description Default ES Ring x202 gt Always Forward when unanswered to 858 555 1234 IY Da ct ImpactConnect Hosted PBX 14 eeetelecom Configuring Voicemail User 01 202 Protile Log out Home Answering Contacts Time Phones Rules Frames Messages e Messages Settings impact eeetelecom New Messages em v Enable Voicemail Home Messages Contacts Answering Time Phones Rules Frames o Messages Messages Settings Enable Voicemail Inbox Options Sort voicemail inbox by latest first Announce voicemail received time Announce incoming call ID Operator Forward Enter Operator Extension Greetings Voicemail Greeting VOU Recorded Name amp Unified Messaging Email Address es Email Notification Send w hyperlink From the Homepage select Messages and click on the tab labeled Settings From this tab various voicemail settings are configured Operator Forward enables users to set a number that a caller can be forwarded to when the caller presses 0 while listening to the voicemail
9. her Extension s Voicemail 99 then extension then impact eeetelecom ImpactConnect Hosted PBX 27
10. l Headset 1 With the headset connected press Any assigned line key or The NewCall soft key 2 Press T 3 Dial the number Or dial the number and then press T Note During a call you can alternate between handset headset or handsfree modes by pressing the or T keys or picking up the handset IMN Da ct ImpactConnect Hosted PBX 20 eeetelecom Answering a Call Using the Handset Pick up the handset Using the Speakerphone Press o gt Or The line key or The Answer soft key Using the Optional Headset Press T Note Incoming calls may be ignored by pressing the Reject soft key or DONOTDISTURB during ringing Microphone Mute Call Hold and Resume Microphone Mute During a call press X Mute applies to all modes handset headset and hands free You can hear all other parties while mute is enabled To turn off mute press X again Call Hold and Resume 1 During a call press Hoto or the Hold soft key 2 Press Hop again the Resume soft key or the line key to resume the call LEY Da ct ImpactConnect Hosted PBX 21 eeetelecom Call Forwarding There are two ways to enable and disable Call Forwarding 1 In the portal You can add phone numbers for your phone to forward to Always When Busy When Unanswered and When Offline When the number is added simply check or uncheck the box to enable or disable the Answering Rule To learn how to set this up
11. l the area code and phone number as shown on page 21 3 After speaking with the second party press TRANSFER or the Trnsfer soft key to complete the transfer Notes Press the Blind soft key to transfer the call without speaking to the second party Transfer may be cancelled during establishment by pressing the Cancel soft key The original call is resumed LEY Da ct ImpactConnect Hosted PBX 22 eeetelecom Redial Press the soft key or the ReDIAL to redial the most recently dialed number Do Not Disturb Press DONOTDISTURB to prevent the phone from ringing on incoming calls A Do Not Disturb icon appears for all lines to confirm that Do Not Disturb is enabled Press DONOTDISTURB again to turn off Do Not Disturb Press DIRECTORIES followed by Call Lists and Missed Received or Placed Calls as desired Information on respective calls will be displayed From this screen choose the appropriate soft key 1 to amend the contact number before dialing 2 to place the call Or press then 1 to view detailed call information 2 to store the contact to the Contact Directory 3 to delete the call from the list Press and soft keys to return to the idle display LEY Da ct ImpactConnect Hosted PBX 23 Contact Directory and Speed Dialing To add a contact to your local phone directory 1 Press RECTORES and then select Contact Directory 2 Press the More soft key then the Add soft key to enter another co
12. nges within one day Continue on until your time frame has been configured and then click Save Add a Time Frame Name Work Hours Note Name cannot be changed When Always o Carnain days of the week and times 7 Sunday F Monday OC NENNEN O 09 Mi Tuesday C p vere V Thursday 4 J Friday Ju rS 7 Saturday gt Specific dates or ranges Cancel LEY Da ct ImpactConnect Hosted PBX 8 eeetelecom If setting a timeframe for a holiday that only lasts one day enter the date of the holiday in the box on the left AND right side and use the slider at the bottom of the mini calendar to set a time that encompasses the whole day such as 12 00 AM to 11 59 PM You can use the slider to adjust that the time frame is in effect for a specific day by sliding them left or right Add a Timeframe Note Name cannot be changed n Always Daysofthe weekandtimes Specific datesor ranges Specific datesorranges 02 25 2015 12 00am 10 02 25 2015 11 59 pm O February 2015 eG Su Mo Tu We Th Fr Sa Time 11 59 pm Hour Minute Y Da ct ImpactConnect Hosted PBX 9 eeetelecom Creating a Time Frame If setting a time frame for multiple date ranges with times you will need to create multiple rules within the Time Frames by cliciking on the green sign to the right of the first rule You may click on this symbol multiple times to create multiple ranges The example below
13. ntact into the phone s database 3 Enter the first and or last name from the dial pad Press the 1 A a soft key to select between numeric and upper lower case alphanumeric modes Press the Encoding soft key to access special characters in other languages if necessary 4 Enter a unique contact phone number not already in the directory 5 Change the Speed Dial index if desired It will automatically be assigned the next available index value 6 Modify the remainder of the fields Ring Type Divert Contact Auto Reject and Auto Divert if desired 7 Press the Save soft key to confirm or the Cancel soft key to abandon the changes then press DIRECTORIES Or the Exit soft keys to return to the idle display Speed Dialing To assign a speed dial index see Contact Directory instructions above To dial a contact assigned to a line key press the corresponding line key LEY Da ct ImpactConnect Hosted PBX 24 Search For and Edit Contacts To search for a contact 1 Press iRecToRIES and then select Contact Directory 2 Press the More soft key and then the Search soft key 3 Using the dial pad enter the first few characters for First or Last names 4 Press the Search soft key to search for contacts Dial successful matches from the resulting search screen To edit a contact 1 Press DIRECTORIES and then select Contact Directory 2 Search for contact see above 3 Press the Edit soft key and make the necessary
14. phone Simultaneous ring 4 Include user s extension Ring all user s phones Extension number or phone Just ring user s extension Cancel Contacts 12 Adding Answering Rules Time Frame When the Answering Rule will be in effect While your phone is set to Do Not Disturb you can send all your calls to voicemail However you can choose certain numbers to still route to your phone while set to Do Not Do Not Disturb Disturb By entering the extension or number in the Allowed Numbers box for the Allow Block setting the numbers will be exempt from the Do Not Disturb rule and will still be routed to your phone The system will ask the caller to record his or her name Call Screening Then a call will be placed to the user and the user will have a choice of answering the call or sending it to voicemail The system can ring all of the user s phones and other Simultaneous Ring devices or even off net numbers In order to add more simultaneous ring locations click on the green plus sign The system can ring all of the user s phones and other Delayed Simultaneous Ring devices or off net numbers after a designated delay Call Forwarding There are different options Always If selected this is the ONLY rule that will apply to incoming calls When busy If the user s device returns a busy signal then this option will apply to incoming calls If the user does not answer the device then this option Wh
15. r full time headset users there is an option to default all calls to the headset To enable Headset Memory Mode 1 Press menu and select Settings followed by Basic Preferences and Headset Memory 2 Use the Up or Down arrow keys and press the Select soft key to enable Headset Memory Mode To disable Headset Memory Mode Repeat steps one and two and select Disable To activate Headset Memory Mode Press T twice 7 Supported Star Codes SUPPORTED STAR CODES A e gum AW ed d aiat PASLIVIT Set Forward Always destination where to always forward your calls e Deactive Always Forward and have it ring back to your extension again Re activate Always Forward to the number you set using 72 Set Forward When Busy destination Deactive Forward Busy and have it ring back to your extension again Re activate Forward Busy to the number you set using 41 Set Forward When No Answer destination Deactivate Forward No Answer and have it ring back to your extension again Re activate Forward No Answer to the number you set using 42 To Activate Reject Anonymous Calls To Deactivate Reject Anonymous Calls To Connection w Privacy 10 Digit Call Return lefeTe 72 then Forwarding Number then amp 73 40 41 then the phone number then 91 90 42 then the phone number then 93 92 77 87 67 then 10 digit phone number then 69 To Transfer Call To Anot
16. see the section on Adding Answering Rules on page 12 2 Using Star Codes Star Codes are short cuts that you can enter directly on your phone First you have to set up the phone number for your phone to forward to using a certain star code and then you can deactivate and activate it whenever you need to using other star codes Here s an example for Call Forward Always Set Forward Always destination where to always forward your calls 72 then Forwarding Number then e Deactive Always Forward and have it ring back 73 to your extension again e Re activate Always Forward to the number 40 you set using 72 For the other Star Codes including Call Forwarding When Busy When No Answer etc please see page 27 or the separate Star Codes document Notes Most phones support Call Forwarding through soft keys on the phone We do not recommend this method Please use one of the methods above for the best results Call forwarding is not available on shared lines Please advise your administrator before using this feature Forwarding lines that are used in hunt groups or other shared features can cause incorrect call distribution Call Transfer To transfer a call 1 During a call press TRANSFER or the Trnsfer soft key the active call is placed on hold 2 Place a call to the party which you want to transfer the call e Internally within the company Simply dial the extension e Externally outside the company Dia
17. shows a Time Frame that accounts for multiple dates that encompass the Decem ber Vacation Note the structure of the rule the December Vacation starts at 3 p m on December 24th so the first rule accounts for that specific day The second rule covers the full day of December 25th The third rule covers the last day which begins at 12 a m on December 26th and ends at 12 p m on the same day as employees come back to work You can also add additional holidays to the existing rule Here we have added New Year s Eve as an additional multiple date range holiday Note When a Time Frame with Dates and Times is used to span multiple date ranges in sequential order the in between days will start at 12 00 AM and end at 11 59 PM so the rule must be structured to account for the days roll over to link up to the next day Edit December Vacation Name December Vacation Note Name cannot be changed When Always Days of tne week and times Specific dates or ranges Specie dates of ranges Tere AUT OO pm fo 12 24 2014 17 59 pm Start Date and Time 12 28 2004 1200am to 1225004 15 50pm Q0 Full Day Of 12 28 2004 12 00 am fo 12282014 12 00 pm x End Date and End Time Note Two separate holidays contained in 12 31 2004 3 00 pen to 12 21 2014 11 50 pm Start Date and StartTime one rule ae 01 02 2015 12 00am to On oom GO Linking Day Day Ofi CLONES 12 00am to uoo amp 00am M End Date End Time L
18. ss 1 To Record Greeting 3 To Select Greeting Press 1 Change Password Go To Previous Menu 2 Record Name Re record press 1 Have multiple greetings You may not forward your voicemail to a ring group LEY Da ct ImpactConnect Hosted PBX 18 eeetelecom Voicemail Menu Tree Voicemail 98 1 2 3 New Messages Saved Messages Greetings 1 record greeting 2 replay review greeting 3 3 forward to user select greeting 4 delete 5 skip Your voicemail password is your account password from any menu d previous menu done with current action To manage your voicemail settings please see the Configuring Voicemail section LEY Da ct ImpactConnect Hosted PBX eeetelecom Placing a Call Placing a Domestic Call e To make a call to the United States or Canada dial the area code the phone number Placing an International Call e To make a call to a country outside of the United States or Canada dial 011 the international phone number You are only able to make an international call if this feature has been enabled for your service Using the Handset Pick up the handset and dial the number or dial the number first and then pick up the handset Using the Hands free Speakerphone 1 With the handset on hook press Any assigned line key or The NewCall soft key 2 Dial the number Or dial the number and then press the Dial soft key Using the Optiona
19. umber Name Date Duration No recent calls IY Da ct ImpactConnect Hosted PBX 6 eeetelecom Creating a Time Frame Time Frames are used to enact when Answering Rules are to be applied An Answering Rule MUST have a Time Frame assigned to it There are three different Time Frames that can be created e Always e Certain days of the week and times e g work hours e Specific dates or ranges e g observed holidays or vacation schedules sanea poe moa YOU Will NOW be directed Impact to the Time Frames LS LS Es Ly E Gd landing page Select Add Time Frame from the upper right hand corner Select the Time Frames Icon from the Bar at the Top of the screen Home Time Frames The first time frame to be created is an Always timeframe This will apply when no other time frame is applicable Add a Time Frame Name All the Time Note Name cannot be changed When amp Always O Certain days of the week and times O Specific dates or ranges IY Da ct ImpactConnect Hosted PBX 7 eeetelecom Creating a Time Frame When setting a Work Hours time frame select Certain days of the week and times Then check the days that are to be used in this time frame and move the sliders to accommodate the range you wish to set When you wish to split the range into two e g morning and afternoon then click on the green plus sign This then allows you to set two time ra
20. your credentials with your administrator IY Da ct ImpactConnect Hosted PBX 4 eeetelecom Manage Username and Password To change your password first click on Profile on the top right of the screen Then scroll down to Change Password and enter a new password between 5 and 10 digits Your password must be all digits Please note that this password will also function as your voicemail password m pact User 01 202 Profile Log out eeetelecom Home Messages Contacts Time Phones Frames A g Rules N MESSAGES No new messages 202 PolycomVVX VVX 300 UA Profile First Name User Last Name 01 Timezone US Central Email Address es ext202 impacttelecom com O Directory Options Announce in Audio Directory MW Listin Directory Caller ID Information Area Code 425 Caller ID 4252010998 911 Caller ID 4252010998 Change Password New Password Note Password must be numbers only Confirm New Password E IY Da ct ImpactConnect Hosted PBX 5 eeetelecom Portal Homepage Upon login you will see this homepage with options on the top offering you various menu items to select impac t User 01 202 Profile Log out eeetelecom Messages Answering Contacts Time Phones Rules Frames Home v NEW MESSAGES ACTIVE ANSWERING RULE From Date Duration Default Y ACTIVE PHONES No new messages 202 PolycomVVX VVX_300 UA O RECENT CALL HISTORY e N
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