C&T PBX User manual
EXTENSION LIST
ii
PBX User Guide
CONTENTS
Contents ................................................................................................................... ii
Introduction............................................................................................................. iv
Frequently Asked Questions .................................................................................. 5
Using Your Desk Phone ........................................................................................ 11
Making Calls..............................................................................................................12
Making International Calls ...................................................................................12
Extension Dialing.................................................................................................12
Intercom...............................................................................................................12
Receiving Calls..........................................................................................................13
Voicemail...................................................................................................................13
Accessing Voicemail............................................................................................13
Setting Up Your Mailbox......................................................................................13
Alternate Greetings..............................................................................................14
Voicemail Tree.....................................................................................................14
Handling Calls ...........................................................................................................16
Attended Transfer................................................................................................16
Blind Transfer ......................................................................................................16
Transfers to External Numbers............................................................................17
Voicemail Transfer...............................................................................................17
Park and Hold......................................................................................................17
Directed Call Pickup ............................................................................................17
3-Way Conference...............................................................................................17
1. Using the User Web Portal .............................................................................. 19
Accessing the Portal..................................................................................................20
Desktop Call Control............................................................................................20
Incoming Calls ...............................................................................................20
Active Calls....................................................................................................21
Home 22
Voicemail...................................................................................................................23
Messages ............................................................................................................23
Voicemail Settings...............................................................................................24
Recording a Greeting ....................................................................................25
Uploading a Greeting.....................................................................................27
Contents
iii | Page
Recorded Name ............................................................................................28
Answering Rules and Time Frames ..........................................................................28
Time Frames .......................................................................................................28
If you select Days of the week and times ......................................................30
If you select Specific dates or ranges............................................................34
Answering Rules..................................................................................................36
Call Forward Drop-down Options ........................................................................38
Ring Timeout .......................................................................................................39
Allowing or Blocking Callers ................................................................................39
Contacts ....................................................................................................................42
Filter and Search .................................................................................................42
Add and Import Contacts.....................................................................................42
Adding a Contact ...........................................................................................43
Importing Contacts ........................................................................................44
Selecting Favorites..............................................................................................44
Editing Contacts ..................................................................................................44
Phones ......................................................................................................................45
Using SNAPmobile ..............................................................................................46
Music on Hold............................................................................................................47
Adding Music on Hold Files .................................................................................47
Playing an Introductory Greeting .........................................................................49
Call History ................................................................................................................50
Filtering the Call History ......................................................................................51
Exporting the Call History Log .............................................................................53
Profile ........................................................................................................................54
Index ....................................................................................................................... 56
Introduction
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INTRODUCTION
Welcome to the CT Cloud PBX User Guide. Your Cloud PBX combines the best in traditional
phone system features with modern Internet Protocol (IP) capabilities. In this guide, you will
learn how to perform many common tasks on your phone, as well as make full use of your
web portal.
Using Your Desk Phone
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Frequently Asked Questions - Phone Features
Internal call (extension-to-extension)
1. Dial the extension number
2. Pick up the handset, headset or press speaker.
If you have a button for another user’s extension, simply press the button to call that user.
External call
1. Dial the desired telephone number
2. Pick up the handset, headset or press speaker.
Calls to the US and Canada are all dialed using 10 or 11 digits. Local calls can be dialed
using 7 digits.
Answer an incoming call
1. Pickup handset or hit speaker button
Transfer a call
1. Blind Transfer
•While on the phone with caller, press transfer button
•Dial desired destination extension or press the other user’s extension button
•Press transfer button again
2. Attended Transfer
•While on the phone with caller, press transfer button
•Dial desired destination extension or press the other user’s extension button
•Stay on the phone until speaking with the recipient
•Press transfer again to complete the transfer
oPress cancel if the recipient cannot take the call.
3. Transfer a call directly to another user’s voicemail box
•While on the phone with the caller, press the transfer button
•Dial 03xxx(x) – xxx(x) indicates the recipient’s extension number
•Press Transfer Button again
oExample: Transfer -> 03101 -> transfer will go to extension 101’s mailbox
Using Your Desk Phone
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Park a call
1. Press one of the designated Call Park (e.g. “Call Park 1”) buttons
When the call is parked, the park button you selected will light up red.
Answer a parked call
1. Press the call park button to retrieve the call
When the call is answered, the red light on the call park button will go out.
3-party conference call
1. Call the first participant
2. Press the conference button
3. Call the second participant
4. After the second participant answers, press the conference button again
Conference Bridge
1. Dial your conference bridge extension or telephone number
•Your unique conference bridge extension is
•Your unique conference bridge telephone number is
2. Enter the moderator pin or the user pin
•Your unique moderator pin is
•Your unique user pin is
Your conference bridge supports up to 20 callers. This number can be increased if needed.
Voicemail setup
1. Press Voicemail button or dial 5001
2. Enter Password
3. Follow prompts to finish setup
Using Your Desk Phone
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Frequently Asked Questions – Web Portal
There are multiple key functions of this web portal that can be very convenient to use. This
is an overview of each tab and how to use its main functions.
Access your web portal
1. View your Welcome E-mail to find account credentials
2. Login with assigned username and password
Home tab
1. Shows new voicemails
•You can play, delete, forward, download voicemails from this menu
2. Recent Call History
•Allows you to see your most recent outgoing and incoming calls
•Upon selecting the number, you can call the number back from your desk phone,
web softphone or enter another number you wish to call from - such as your cell
phone.
3. Active Answering Rule
•Shows which answering rule you have activated
Messages tab
1. Shows voicemails in mailbox
•You can select between new, saved or trashed voicemails
•You can play, delete, forward, download voicemails from this menu
2. Shows different chats you are a part of
•These are IM chats with other users in the system.
3. Settings
•Allows you to adjust specific settings related to your voicemail box and to record
your mailbox greeting.
To save any changes you make here, click the “Save” button at the bottom of the page.
Using Your Desk Phone
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Contacts tab
1. Allows you to view all extensions in your system
2. Allows you to add more contacts to your phone
Added contacts can be phone numbers outside of your system, e.g. cell phone numbers or
other business numbers
Answering Rules
1. Allows you to adjust how long your phone will ring before going to voicemail
2. Add Rule
•Time Frame
oSelect when you want this rule to be in effect (business hours/afterhours/etc.)
•Call Forwarding
oAllows you to adjust how your extension will function when someone calls
your phone. You can select between a few options
Always - anytime a call comes to your extension you can have the
call ring to another number.
When busy - when you are busy on another call, you can have the
call ring to another number.
When unanswered - when you don’t answer a call, you can have the
call ring to another number.
If Device Offline - when your phone is offline you can have the call
ring to another number.
oSimultaneous Ring
Includes user’s extension - your phone will ring along with any other
device you add
Ring all user’s phones - every phone assigned to your user account
will ring when your phone rings
Answer confirmation for offnet numbers - if you add a phone number
to simultaneously ring along with your extension (e.g. your cell
phone number) then, upon answering the call, that number will be
given the option to accept the call or decline the call
•If declined, the call will go to the voicemail of the extension,
not the cell phones voicemail.
To Save any changes, press the “Save” button at the bottom of the window.
Using Your Desk Phone
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Call History
1. Allows you to view details of calls of your extension.
2. Click the number to call back directly
3. Click add to contacts if you would like to add that number to your contacts list
4. Click download to download the recorded conversation (if call record is active for your
account)
5. Click listen to listen to the recorded conversation (if call record is active for your account)
Using Your Desk Phone
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USING YOUR DESK PHONE
Topics:
While there are many different models of desk
phones, they largely all work the same way. In
this chapter, you will learn how to use common
functions of your phone.
Making Calls (page 12)
Receiving Calls (page 13)
Voicemail (page 13)
Handling Calls (page 16)
Using Your Desk Phone
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Making Calls
Making a call with your phone does not require a leading 9. You can dial on-hook or off-
hook.
To dial on-hook
1. Dial the phone number.
2. Pick up the handset, headset, or speaker.
To dial off-hook
1. Pick up the handset, headset, or speaker.
2. Dial the phone number.
Calls to the US and Canada are all dialed using 10 or 11 digits. Local calls can be dialed
using 7 digits.
Making International Calls
To dial an international call
1. Dial the international call code 011.
2. Dial the country code.
3. Dial the local number.
International calling is commonly disallowed to prevent toll fraud.
Extension Dialing
Extensions on your system can be dialed using their 3-to-4 digit extension or by pressing the
button on your phone corresponding to the desired extension.
Intercom
VoIP phones provide an intercom feature that allows you to instantly connect to other
phones within your office. Intercom functionality is ideal for announcing visitors or asking a
quick question.
When one phone intercoms another extension, it does not ring the other phone. Instead, the
other phone will beep, and then its microphone and speaker turn on.
To intercom
Using Your Desk Phone
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1. Dial 08ext. For example, to intercom extension 100, dial 08100.
Receiving Calls
When a call comes in, you can answer it via a headset, speakerphone, or handset.
To answer a call using a handset
– Lift the handset off-hook.
To answer a call using a speakerphone
– Press the Speaker button.
To answer a call using a headset
– Usage depends on how the headset is connected. Often, you'll press the button on
the headset or press the headset button on the phone.
Voicemail
Accessing Voicemail
To access voicemail
1. Press the Messages button on your phone to access your voicemail box, or dial 5001 if
you cannot identify the voicemail button.
2. If you subscribe to multiple mailboxes, a list of mailboxes may appear. Select the mail box
you want to access.
3. When prompted, enter your voicemail pin, and then press #.
To access another person’s mailbox
1. Dial 5000.
2. When prompted, enter the other person’s extension number.
3. Enter the voicemail PIN of the other person’s mailbox, followed by #.
Setting Up Your Mailbox
The first time you log in to your mailbox you are walked through recording your name for the
directory and recording your personal greeting.
Using Your Desk Phone
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The name recording is for the dial-by-name directory, so when someone enters the first
three letters of your last name, it will play back your name recording.
The greeting plays when your mailbox is reached. It is very important to make a custom
message, as many callers will not leave messages at mailboxes that have generic greetings.
Alternate Greetings
Your mailbox supports multiple greetings for different scenarios like business trips and
holidays.
To record an alternate greeting
1. From your mailbox, press 6for greetings, and then press 1to record an alternate greeting.
2. When prompted for the greeting number press 2for your next alternate greeting (1 is your
default greeting).
3. After your recording is completed, select the active greeting by selecting option 3in the
greeting’s menu.
Voicemail Tree
On the next page you’ll find a voicemail tree showing what to dial for each option in your
mailbox.
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Handling Calls
Your cloud PBX features various ways to move calls around, including attended transfer,
unattended (blind) transfer, voicemail transfer, park, and more. In this section, references to
BLFs are the 1-touch buttons to extensions common at front-desk phones.
Attended Transfer
Attended transfer allows you to speak to the transfer recipient prior to completing the
transfer while the caller is on hold.
To perform an attended transfer using Polycom and Yealink phones
1. Press the Transfer key/softkey on your phone.
2. Dial the recipient’s extension or press their BLF.
3. Speak to the recipient, and then either press Transfer again to complete or cancel if the
recipient cannot take the call.
Blind Transfer
Blind transfer goes straight to the recipient.
To blind transfer using Polycom phones with older firmware
1. Press Transfer.
2. Press the Blind softkey. (if there is no Blind softkey see directions for new firmware)
3. Enter the extension of the recipient or the recipient’s BLF.
To blind transfer using Polycom phones with newer firmware
1. Press and hold the Transfer button.
2. Select Blind from the on screen menu
3. Enter the extension of the recipient or the recipient’s BLF.
To blind transfer using Yealink phones
1. Press Transfer.
2. Dial the extension of the recipient
3. Press Transfer.
Using Your Desk Phone
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Transfers to External Numbers
A transfer can also go to an external number such as a cell phone. Follow the transfer
directions above but instead of dialing an extension, dial a 10 digit phone number.
Voicemail Transfer
Voicemail transfer goes straight to the recipient’s voicemail box without ringing the
recipient’s phone.
To perform a voicemail transfer
– Perform a blind transfer with a 03 prefix before the extension. For extension 111’s
voicemail, for example, blind transfer to 03111.
Park and Hold
On your phone system, hold is a local function. This means a call held on your phone cannot
be picked up at another station. Park is a system-wide function. This means a call parked at
one phone may be picked up by any phone.
To park a call
1. Dial *** in an active call from any phone. The system says, “The call is parked at 7xx.”
2. Hang up.
To retrieve the parked call, dial 7xx where xx is the number stated by the system.
Directed Call Pickup
Directed call pickup (DCP) allows you to answer a call ringing at another station.
To perform a directed call pickup
– Dial 07ext. If 111 is ringing, for example, dial 07111 to pick up that call.
Phones with BLFs to the ringing station can also press the corresponding BLF.
3-Way Conference
To make a 3-way conference
1. Call or be called by the first participant in the conference.
2. Press the Conference key/softkey, and then dial the second participant.
Using Your Desk Phone
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3. After the second participant picks up, press Conference again to connect everyone.
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1. USING THE USER WEB PORTAL
Topics:
Each extension of your Cloud PBX system has
access to a powerful web portal for managing
voicemail, call routing, and more.
Accessing the Portal (page 20)
Voicemail (page 23)
Answering Rules and Time
Frames (page 28)
Contacts (page 42)
Phones (page 45)
Music on Hold (page 47)
Call History (page 50)
Profile (page 54)
Table of contents
