Far south networks Com.X1 PBX User manual

Com.X1 PBX
End User Guide
Version 1.1, 8 September 2010
©2010 Far South Networks

Do ument History
Version Date Description of Changes
1.0 10/01/01 Preliminary
1.1 10/10/08 A e instructions for remote voice mailbox access,
complete sections on blacklist, agents / queues
, irectory an hot esking.
©2010 Far South Networks

Table of Contents
1 INTRODUCTION ................................................................................................................................. 5
1.1 OVERVIEW .......................................................................................................................................... 5
1.2 TERMINOLOGY ..................................................................................................................................... 5
2 BASIC USAGE ...................................................................................................................................... 6
2.1 PHONE TYPES ..................................................................................................................................... 6
2.1.1 Analog Phone/DECT Phone ................................................................................................... 6
2.1.2 Yealink T20P/T22P ................................................................................................................. 6
2.1.3 Yealink T28P ........................................................................................................................... 7
2.1.4 Other IP Phone ...................................................................................................................... 7
2.2 MAKING CALLS ................................................................................................................................... 7
2.2.1 Dialling an Exten ion .............................................................................................................. 7
2.2.2 State of an Exten ion ............................................................................................................... 7
2.2.3 Direct Voicemail Acce ......................................................................................................... 8
2.2.4 Dialling Out ide Line ............................................................................................................ 8
2.2.4.1 PIN Protecte Lines ....................................................................................................................... 8
2.2.5 Dialling Conference , Ring Group , etc. ................................................................................ 8
2.2.6 Dialling Feature Code ........................................................................................................... 8
2.3 RECEIVING CALLS ............................................................................................................................... 8
2.3.1 Direct Inward Dialling (DID) ................................................................................................. 8
2.4 TRANSFERRING CALLS .......................................................................................................................... 8
2.4.1 Analog Exten ion ................................................................................................................... 8
2.4.2 Digital Exten ion ................................................................................................................... 9
3 PHONE ACCESSIBLE FEATURES ................................................................................................ 10
3.1 VOICEMAIL ....................................................................................................................................... 10
3.1.1 Acce Voicemail IVR ........................................................................................................... 10
3.1.2 Voicemail Menu ................................................................................................................... 10
3.1.2.1 Mailbox options (press 0) ............................................................................................................ 10
3.1.2.2 Listen to messages (press 1) ......................................................................................................... 10
3.1.2.3 Change fol ers(press 2) ............................................................................................................... 10
3.1.2.4 A vance options (press 3) .......................................................................................................... 11
3.2 SPEED DIAL ...................................................................................................................................... 11
3.2.1 Create or Edit Speed Dial ..................................................................................................... 11
3.2.2 Dial a Speed Dial Number .................................................................................................... 11
3.3 CALL FORWARDING ........................................................................................................................... 11
3.3.1 Activate Call Forwarding ..................................................................................................... 11
3.3.2 Deactivate Call Forwarding ................................................................................................. 11
3.4 CALL WAITING ................................................................................................................................. 11
3.5 CALL PICKUP .................................................................................................................................... 12
3.6 FOLLOW ME ..................................................................................................................................... 12
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3.7 DAY/NIGHT MODE ............................................................................................................................ 12
3.8 DO NOT DISTURB (DND) ................................................................................................................. 12
3.9 CALL TRACE ..................................................................................................................................... 12
3.10 MISCELLANEOUS FEATURES ............................................................................................................... 12
3.11 AUTO ATTENDANT / IVR ................................................................................................................. 13
3.12 RING GROUPS ................................................................................................................................. 13
3.13 MUSIC ON HOLD ............................................................................................................................ 13
3.14 PAGING .......................................................................................................................................... 13
3.15 CALL PARKING ................................................................................................................................ 13
3.16 CONFERENCES ................................................................................................................................. 13
3.17 AGENTS AND QUEUES ...................................................................................................................... 13
3.18 TIME CONDITIONS ............................................................................................................................ 13
3.19 BLACKLIST ..................................................................................................................................... 13
3.20 CALL RECORDING ............................................................................................................................ 14
3.21 HOT DESK ...................................................................................................................................... 14
3.22 DIRECTORY ..................................................................................................................................... 14
4 WEB ACCESSIBLE FEATURES ..................................................................................................... 15
4.1 LOGIN .............................................................................................................................................. 15
4.2 INBOX .............................................................................................................................................. 15
4.3 CALL MONITOR ................................................................................................................................ 15
4.4 PHONE FEATURES .............................................................................................................................. 15
4.5 FOLLOW ME ..................................................................................................................................... 16
4.6 FEATURE CODE LIST .......................................................................................................................... 17
4.7 SETTINGS .......................................................................................................................................... 18
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1 Introdu tion
1.1 Overview
This ocument escribes the usage of the Com.X1 PBX from the perspective of an
en user, i.e. a normal esktop user or switchboar operator.
1.2 Terminology
CLI – Calling Line I entification
DID – Direct Inwar Dialling
DND – Do Not Disturb
DSS – Direct Station Selection
IVR – Interactive Voice Response
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2 Basi Usage
2.1 Phone Types
2.1.1 Analog Phone/DECT Phone
Com.X1 supports stan ar analog an DECT phones, for example Siemens
Euroset/Gigaset.
Special functions available epen on phone mo el, an may inclu e:
Flash/Recall key – this key is use to place an existing call on hol an obtain
a secon ial tone, typically for transferring the call
Calling Line ID (CLI) isplay
Speaker phone
2.1.2 Yealink T20P/T22P
The Yealink T20P an T22P are basic SIP ( igital) phones, provi ing the following
features:
Call hol /transfer
Three-way conference
Message Waiting in icator an voicemail quick access
Full- uplex speakerphone
Calling Line ID (CLI)
Paging/Intercom
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2.1.3 Yealink T28P
The Yealink T28P is a SIP ( igital) switchboar /reception or executive phone,
offering the following features:
Soft Key / DSS / Busy Lamp Fiel with optional outboar exten er
Call hol /transfer
Three-way conference
Message Waiting in icator an voicemail quick access
Full- uplex speakerphone
Calling Line ID (CLI)
Paging/Intercom
2.1.4 Other IP Phones
Other IP phones supporte inclu e:
Siemens Gigaset A580IP
Snom 300/320/360
2.2 Making Calls
2.2.1 Dialling an Extension
In most configurations, ialling an extension simply involves ialling the extension
number irectly.
On igital phones, the waiting time after ialling certain numbers may be several
secon s. To complete ialling without waiting, press # or SEND after ialling.
Digital phones may have an a ress book for shortcut ialling.
The switchboar phone an other igital feature phones may have marke shortcut
keys (DSS keys) for irect ialling to extensions.
2.2.2 State of an Extension
Busy, call waiting enable : caller will hear normal ring back an calle party will
see/hear notification. Calle party can place current call on hol or en current call
an pick up secon call, or procee to unavailable state if not answere .
Busy, call waiting isable : caller will be re irecte to voicemail if enable , or follow
me settings.
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Unavailable: call not answere after preset timeout, caller re irecte to voicemail if
enable .
Do Not Disturb (DND): call re irecte to voicemail
Call Forwar ing: call re irecte to programme number
2.2.3 Dire t Voi email A ess
It is possible to ial a user's voicemail box irectly, if you prefer not to isturb.
Dial * followe by the user's extension.
2.2.4 Dialling Outside Lines
In most configurations, it is possible to ial outsi e lines irectly. Alternatively, a
special access number may be require , e.g. 0 for outsi e line.
National calls: Area co e + local number, e.g. 0118897776
International calls: 00 + country co e + number, e.g. 001 805 555 2223
Special numbers: e.g. 10111, 0800 123 456
2.2.4.1 PIN Protected Lines
If PIN protection is enable on an outsi e line, the user will be prompte for the pin
co e followe by # after ialling the number an before the call continues.
2.2.5 Dialling Conferen es, Ring Groups, et .
Conferences, ring groups, queues an other are ialle in the same way as normal
extensions.
2.2.6 Dialling Feature Codes
Feature co es generally start with * an are use for enabling/ isabling/configuring
special features. See sections below for more etails.
2.3 Re eiving Calls
An incoming call will ring the phone an isplay the calling number information on the
LCD (if applicable).
Digital phones provi e the ability to reject a call, which will forwar the caller to voice
mail if enable .
2.3.1 Dire t Inward Dialling (DID)
Direct Inwar Dialling may be enable , in which case an outsi e caller will be able to
ial irect to in ivi ual extensions.
2.4 Transferring Calls
2.4.1 Analog Extensions
To transfer, use one of three metho s:
Metho 1 – Press Flash/Recall to obtain a secon ial tone, ial the estination
number an either hang up (unatten e ) or wait to speak an then hang up
(atten e ).
Metho 2 – Press *2 followe by the number to transfer to (works as above)
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Metho 3 – Press ## followe by the number to transfer to, your phone will
imme iately rop the call (unatten e only)
2.4.2 Digital Extensions
Press Transfer/TRAN on the phone followe by the number to transfer to. The caller
is place on hol while you optionally speak to the estination user.
This metho can also be use without requiring the call to be answere , i.e. Blin
unatten e transfer.
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3 Phone A essible Features
3.1 Voi email
3.1.1 A ess Voi email IVR
Dial *97 to access voicemail for your extension. Enter your passwor followe by #
when prompte .
Dial *98 to access voicemail for any extension.
If your phone has a message waiting lamp with a button, this may also be use to
access voicemail.
To access voicemail remotely, ial your DID number an wait for your voicemail
message to play. When the message plays, press * to be prompte for your
passwor . Enter your passwor to gain access to your voice mailbox.
3.1.2 Voi email Menus
Once in the voicemail IVR, you have the following options:
3.1.2.1 Mailbox options (press 0)
Press 0 from voicemail top menu to access mailbox options. Options are:
1 – recor unavailable message
2 – recor busy message
3 – recor your name
4 – recor a temporary greeting
5 – change your passwor
* – return to main menu
3.1.2.2 Listen to messages (press 1)
Press 1 from voicemail top menu to review messages. Options are:
The first message will begin to play. At any time you may use the menu options
below:
3 – a vance options (see below)
4 – play previous message
5 – repeat current message
6 – play next message
7 – elete current message
8 – forwar message to another user
9 – save message
3.1.2.3 C ange folders(press 2)
You may change the currently active fol er ( efault is new messages).
0 – new messages
1 – ol messages
2 – work messages
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3 – family messages
4 – messages from frien s
3.1.2.4 Advanced options (press 3)
You may access a vance options after listening to a message. A vance options
are:
1 – reply to current message
3 – listen to message envelope (caller ID, time)
3.2 Speed Dial
A efault spee ial list may be create by the a ministrator.
3.2.1 Create or Edit Speed Dial
Users may enter their own spee ial list as follows:
1. Dial *75 an wait for prompt “Please enter the spee ial location then press
poun ”
2. Enter a location (spee ial co e) followe by hash, for example 01#
3. If the location is new, wait for prompt “Please enter the telephone number
then press poun ”
4. Enter the full number (inclu ing line access igits if any) an press #
5. The new spee ial will be confirme by voice prompt
3.2.2 Dial a Speed Dial Number
To use an existing spee ial, ial # followe by the spee ial co e.
For example, if the co e is 01, ial #01.
3.3 Call Forwarding
Call forwar ing is activate an e-activate using the feature co es liste below.
3.3.1 A tivate Call Forwarding
*52 – activate call forwar ing on unavailable
*72 – activate call forwar ing on busy + unavailable
*90 – activate call forwar ing on busy
3.3.2 Dea tivate Call Forwarding
*53 – eactivate call forwar ing on unavailable
*73 – eactivate all call forwar ing
*74 – eactivate all call forwar ing (will prompt for extension number)
*91 – eactivate call forwar ing on busy
3.4 Call Waiting
Call Waiting allows presentation of a secon incoming call.
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On a igital phone, a secon incoming call will be signalle on the isplay.
On an analog phone it will be signalle by a tone.
*70 – enable call waiting
*71 – isable call waiting
3.5 Call Pi kup
Call pickup allows a user in a certain pickup group to pick up a call ringing on any
phone in the pickup group. The pickup groups are etermine by the system
a ministrator.
To pickup a call in the esignate pickup group, ial
*8 – pick up a call
3.6 Follow Me
Follow Me allows flexible configuration of forwar ing, multiple phone ringing an
other reachability features on a per user basis.
Follow Me is configure using the PBX Web Portal (see following chapter). It may be
enable or isable from the phone as follows:
*21 – toggle follow me activate / eactivate – a voice prompt will rea the status
3.7 Day/Night Mode
The available ay/night mo es control the call flow for incoming calls as configure
by the system a ministrator. If a passwor is require , it will be prompte for after
ialling the feature co e.
*280 – toggle ay/night mo e set 0
*281 – toggle ay/night mo e set 1
... etc
3.8 Do Not Disturb (DND)
An extension may be set to Do Not Disturb mo e. In this mo e, calls will imme iately
be re irecte to the usual unavailable location as etermine by voice mail or follow
me.
*78 – activate Do Not Disturb
*79 – eactivate Do Not Disturb
3.9 Call Tra e
Call trace allows the user to obtain information about the previous call, an ial back
automatically if require . Follow voice prompts after ialling the feature co e below.
*69 – call trace
3.10 Mis ellaneous Features
*43 – echo test
*65 – speak your extension number
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*60 – speaking clock
*77 – make recor ing
*99 – listen to recor ing
3.11 Auto Attendant / IVR
The system a ministrator may set up Auto Atten ant / IVR menus, which will be
available for inboun callers an may also be available on internal extension
numbers.
3.12 Ring Groups
The system a ministrator may set up ring groups, whereby multiple phones in a
group ring together when the group extension is ialle .
3.13 Musi On Hold
Music on Hol , as configure by the system a ministrator, is playe back to callers
on hol .
3.14 Paging
One or more paging groups may be configure . To page users in the group, simply
ial the extension number of the paging group an speak.
3.15 Call Parking
To park a call, transfer it to extension 70 ( efault). You will be tol to which slot the
call was assigne , an the pickup co e.
Another user may now pickup the call by ialling the pickup co e.
3.16 Conferen es
One or more conference rooms may be configure . To participate in a conference,
ial the extension number of the conference. You may be prompte for a PIN an to
speak your name, after which you will be a e to the conference.
3.17 Agents and Queues
Agents can log into queues by ialing the queue number followe by *. To log out of
a queue, ial the queue number followe by **.
3.18 Time Conditions
Time con itions are configure by the System A ministrator an provi e alternative
han ling of incoming calls base on the current time an ate.
3.19 Bla klist
To black-list the number of a caller for a call you have just complete , ial *32
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To a a specific number to the black list, ial *30 an enter the number when
prompte , followe by #
To remove a number from the black list, ial *31 an enter the number when
prompte , followe by #
3.20 Call Re ording
If enable by the a ministrator, you can recor your conversations, an then access
the recor ing via the web portal (see next chapter for etails).
*1 – Recor current conversation
3.21 Hot Desk
To log into a free evice using your extension, ial *11, followe by your extension
number an pin.
To log out of a evice an free up the evice for login, ial *12.
Only evices configure as 'free' evices by your a ministrator will allow login an
logout using your extension number.
3.22 Dire tory
Dial # to access your PBX irectory. When prompte , ial the first three letters of the
irectory entries configure by your a ministrator. These coul be the first three
letters of the person's surname, or name.
The system will then confirm whether the correct person was selecte . If so, press 1,
or press * to continue the search through the irectory. On accepting the entry, you
are connecte to the person's extension number.
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4 Web A essible Features
In ivi ual users are able to access PBX features via a web portal, accessible from
the main GUI page.
4.1 Login
Login using your extension number an voicemail passwor . If voicemail passwor is
not yet set, use a single space character as passwor .
4.2 Inbox
You can view an listen to your voicemail messages from the Inbox view. It is also
possible to:
elete
move
forwar to another user's inbox
4.3 Call Monitor
You can view a history of your calls on this screen. You can also listen to an
ownloa recor ings that were ma e uring calls.
4.4 Phone Features
You can view an e it the following phone features:
Call waiting
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Do not isturb
Call forwar ing
4.5 Follow Me
If follow me is enable , you can control the follow me settings here.
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4.6 Feature Code List
The available feature co es are liste on this screen.
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4.7 Settings
User settings for voicemail an call recor ing are configure here.
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©2010 Far South Networks