ooma office User manual

User Manual

Table of Contents
06 System Overview
08 Hardware Overview
10 Feature Overview
10 Scalable System
11 Available Phone Numbers
12 Business Features
13 Calling Features
14 Administrator Guide
14 OomaOceManager
15 ManagingUsersandDevices
18 Ring Groups
19 Special Purpose Extensions
20 ManagingPhoneNumbers
22 ManagingtheVirtualReceptionist
24 ManagingBaseStations
25 ManagingPreferences
26 Add-OnOptions
28 Troubleshooting
31 Finding Help
32 End User Guide
32 Basic Calling
33 CallingwithMultipleLines
34 TransferringCalls
35 AdvancedCallingFeatures
36 Voicemail
38 OomaOceUserPortal
39 MobileApplication
40 Appendix
40 SafetyInformation
39 FCCInformation
44 LimitedWarranty
46 LegalNotices
3

Congratulations on your purchase of a new Ooma Oce telephone system! Designedfromthe
grounduptobeasimplebutpowerfulcommunicationsystemwithplentifulfeatures,OomaOceisa
solutionthatwillmeetallofyourbusinessneeds.
Beforeyougetstartedwiththisuserguide,werecommendthatyoufollowtheinstructionsintheQuick
StartGuideposterthatcamewithyourOomaOcestarterkit.TheQuickStartGuidewillwalkyou
throughtheprocessofinstallingyourBaseStationandOomaLinxdevice(s)inabasiccongurationso
youcanmakeandreceivecalls.Onceyourinitialsetupiscomplete,thisuserguideexplainsmanyofthe
availablefeaturesthatyoucanconguretopersonalizeOomaOceforyourbusinessinmoredetail.
This user guide is divided into several sections:
• The System OverviewexplainshowOomaOceworksandthenoutlinesthe
dierentcomponentsofyourOomaOcesetup.
• The Feature OverviewgivesabriefdescriptionoftheOomaOcefeaturesthatare
availablewiththeproduct.
• The Administrator GuideexplainsthebasicsofhowOomaOcecanbecustomized
bythesystemadministrator.
• The End User Guidehasinstructionsthatcanbepassedalongtousers(employees)
sothattheywillunderstandhowtoutilizetheirphoneextensionsonOomaOce.
• The Troubleshooting sectioncontainsstepsthatyoucanfollowtotroubleshoot
commonOomaOceinstallationandusageproblems.
• The Finding Helpsectionhaslinkstousefulresourcesifyouneedadditionalassistance.
Introduction
4 5

76
OomaOceisaexiblecommunicationsystemthatcanbecustomizedtoyourneeds.
TounderstandhowOomaOcewillworkinyourbusiness,itishelpfultoknow
afewbasicthingsabouthowthesystemissetup:
• Your Ooma Oce conguration will consist of multiple users.Eachuserwillbe
assignedaunique3-digitextensionnumber,aprivatevoicemailbox,andanaccount
intheOomaOceManagerwebportal.Ausercanbeanindividualemployee,orit
canrepresentajobfunctionsuchasfrontdeskorshippingdepartment.
• Ooma Oce can support up to 20 users.Inadditiontousersthatyoucreatefor
youremployees,therearespecialtypesofuserssuchastheVirtualReceptionist,
VirtualFax,andconferenceserver.Thesespecialuserscounttowardthelimitof20.
• Each user will use one or more devices to access the phone system.
Availabledevicesinclude:
Analog phone –Aregularcordedorcordlessphonethatplugsintothe
BaseStationortheLinx.
IP phone –SelectmodelsofIPphonesconnectedinsidetheoce.
Mobile app–TheOomaOcemobileapprunningonaniOSorAndroiddevice.
External phone–Anexternalphonenumbersuchasacellphoneoralandline
thatcanreceiveincomingcallsforwardedfromtheuser’sextension.
• A user can have multiple devices assigned to his extension, but may only have one
device of each type. Forexample,ausermayhaveanOomaLinxdeviceandaremote
phonenumber,butausercannothavetwoOomaLinxdevices.
Anydevicethatisassignedtoauser’sextensioncanbeusedtomakeoutgoingcalls
withtheexceptionofanexternalnumber(whichcanonlyreceivecalls).Allofthedevices
thatareassignedtoauser’sextensionwillringwhentheuserreceivesanincomingcall.
Theusercananswerthecallonanydevice.
• You can congure phone numbers to route to any user on the system. Most
businesseswillhavetheirmainbusinessnumbermappedtotheVirtualReceptionist,
butyoucanalsochoosetohavecallsrouteyourreceptionistifyouhaveoneonsta.
Ifyouhavemorethanonephonenumber(OomaOcesupportsupto20numbersper
account),eachphonenumbercanbeindividuallyassignedtoanyuseronthesystem.
System Overview
650-555-1212
408-555-2345
Ring Group
Ext 102
Ext 101
Ext 103
Virtual Receptionist
Ext 104 Ext 105

8 9
The Ooma Oce system is composed of various hardware components,eachofwhichextends
thefunctionoftheproductandserviceinitsuniqueway.Seebelowforadescriptionof
thesecomponents:
Ooma Base Station
TheOomaOceBaseStationconnectstoyourbroadbandInternetservice
androutescallstothephonesinyouroce.Ithasonephonejackinthe
backtoconnectyourrstextensionandabuilt-inDECT6.0wirelessradio
tocommunicatewithuptofourOomaLinxdevices.Youcanpurchase
additionalBaseStationstoexpandthecapacityofyoursystemtoupto20
users.
Ooma Linx
TheOomaLinxdeviceallowsyoutoconnectananalogphonetoyourOoma
systemcompletelywirelessly.PlugtheLinxdeviceintoanypoweroutletand
connectaregulartelephonetothephonejack.YoumaypairuptofourLinx
devicesperBaseStation.
Fax Machine
OomaOcesupportsstandalonefaxmachines,andcanevenprovide
adedicatednumberthatisoptimizedforfaxing.Forbestresults,
Oomarecommendsthatyouconnectyourfaxmachinedirectlytothe
phoneportoftheBaseStation.
IP Phones
IPPhonesare“smart”desktopphonesthatconnecttotheInternetviaawiredEthernet
connection.Theyoftenhavelargedisplaysthatmakeitconvenienttohandlemultiple
linesandaccessadvancedfeatures.OomaOceiscompatiblewithselectmodels
ofIPphonesandcansupportacombinationofanalogandIPphonesonthesame
account.YoucanndalistofcompatibleIPphonesat:
http://www.ooma.com/app/support/ip-phone-compatibility
Mobile App
TheOomaOcemobileappoersemployeesfeaturessuchas:access
tothecompanydirectory,accesstovoicemail,theabilitytomakeand
receivebusinesscallsonasmartphoneoveranyWi-Fiorcellulardata
connection.AvailableforbothiOSandAndroiddevices,themobileapp
canbedownloadedbyusersfornoadditionalcharge.
System Overview
Analog Phones
Analogtelephonesareregularcordedorcordlesstelephonesdesignedtobe
usedwithastandardhomeorbusinessphoneline.OomaOceisdesigned
toworkbestwithone-linephones.
Note:OomaOceisnotcompatiblewith“digital”phonesthatmightconnect
toaproprietaryPBXorkeysystem.
Hardware Overview

Whetheryourbusinessiscomprisedofasinglepersonworkingoutofahomeoceorabustling
workplacewithastaof20,OomaOceisdesignedtogrowalongwithyourcompany.Evenbetter,
OomaOcehasafullsuiteoffeaturestosupportthecommunicationneedsofyourbusinessandto
helpyourcompanyprojectaprofessionalimage.Readbelowforanoverviewofeachfeature.Seethe
AdministratorGuidetolearnmore.
Scalable System
Support for up to 20 users
YourOomaOcecongurationstartsowithoneuser,butcanscaleupto20userssothateach
ofyouremployeescanhaveanextensionnumberandvoicemail.TheBaseStationcansupport
uptoveanalogphones(onewiththephoneportonthebackofthedeviceanduptofourothers
connectedwirelesslywithLinxdevices).Whenyouneedadditionalanalogphones,youcanexpand
yourcapacitybypurchasingadditionalBaseStationunits.
Unlimited lines
Evenwhenyourcompanyisatitsbusiest,youdon’tneedtoworryaboutthenumberofpeoplewho
areusingthephonesimultaneously.OomaOcesupportsunlimitedlines,sothere’snolimittothe
numberofcallsinprogressandincomingcallerswillnevergetabusysignal.
Multi-device access
Keepeveryoneconnectedeveniftheycan’talwaysbepresentattheirdesks.Userscanhavemore
thanonedevicelinkedtotheirextension,includingananalogorIPphoneattheirdesk,themobile
appontheirsmartphone,andaremotephonesuchasabasiccellphoneorlandline.Whenacall
comesin,allthedevicesassociatedwiththeextensionwillring.
10 11
Mobile app
OomaOceuserscanstayconnectedwiththemobileapp.Userswhohaveadeskphonemayonly
usetheappwhentheyareoutofoce,butotherusersmayusetheappastheirprimarymeansof
communication.Incomingcallstoauser’sextensionwillringtheapp,andoutgoingcallsmadewith
theappwillusetheocephonenumberasthecallerID.Userscanaccessthecompanydirectory
andtransfercallswiththetabofabutton.TheappisavailableforiOSandAndroiddevices.
Available Phone Numbers
Number porting
Abusiness’sidentityistiedtoitsphonenumber.OomaOceallowsyoutoportyourcurrentphone
numberforfreesoyoucanenjoythebenetsofyournewtelephoneserviceandstillkeepyour
existingcontactinformation.
Additional Phone numbers
Youcanselectupto20phonenumbersforyouraccount.Eachphonenumbercanbeconguredto
routetotheVirtualReceptionist,ortogodirectlytoanyuseronthesystem.Youmayassignmultiple
phonenumberstoasingleuser,whichcanbehandyifyouwanttohavelocalphonenumbersin
multipleareacodes.
Toll-free phone numbers
Addingatoll-freenumbergivesyoursmallbusinessanationalfootprintandmakesiteasyfor
customerstoreachyou.Youmayselectonetoll-freenumberthatcomeswith500minutesoffree
inboundcallingforyourOomaOceaccount.Usageratesapply;seeourwebsitefordetails.
Feature Overview

12 13
Business Features
Virtual Receptionist
TheVirtualReceptionistanswersanddirectsincomingcalls.Itcanbeusedtoanswercommon
questions,toadvertiseyourservicesand/orspecialoers,andtoprojectaprofessionalimageto
callers.Youcantypeinagreetingthatwillbeconvertedtospeech,oryoucanuploadyourownaudio
le.Youcanalsoconguredierentgreetingsandmenuoptionsforyourbusiness’soperatingand
non-operatinghours.
Ring Groups
Routingcallsbydepartmentorfunctionhelpstoensurethatsomeoneisalwaysavailableforyour
customers.SetupRingGroupstoringallusersinthegroup,includingtheirexternalnumbersandthe
OomaOcemobileappifthesedevicesareassignedtotheuser.ThephonesintheRingGroupcan
ringatthesametime(simultaneousmode)oroneatatime(sequentialmode).Youcanalsospecify
wherethecallwillroutenextifnooneintheRingGroupanswers.
Music on Hold
Don’tkeepyourcustomerswaitinginsilence–keepthementertainedwithMusiconHold.This
featureisagreatwaytosharemoreinformationaboutyourproductsandservices,toplayout
favorablereviewsandtestimonialsaboutyourcompany,andtoadvertiseyourlatestpromotions
andoersbyuploadingyourowncustomMP3orWAVle.
Virtual Fax
It’sneverbeeneasiertogopaperless.SendandreceivefaxeselectronicallyonlineusingOomaOce
Manager.AfteryousetupyourVirtualFaxextensioninboundfaxeswillbeforwardedtoyouremail,
andanyofyouruserswillbeabletousethewebportaltofaxoutPDForTIFFle.
Conference server
Usetheconferenceserverfeaturetohostuptotensimultaneousconferencerooms.Each
roomwillbesetupwithitsownuniquePINnumberandcanaccommodateamaximumof
tenparticipantseach.
Calling Features
Extension dialing
Notallphonecallsneedtoleavethebuilding.OomaOcesupportsinternalthree-digitextension
dialing,soit’seasyforemployeestocontacteachother.Thiscanbehandyevenifanemployee
isoutoftheocesinceinternalextensiondialingwillalsoringexternalphonenumbersandthe
OomaOcemobileapp.
Call transfer
OomaOcesupportsexternalcalltransfers,internalcalltransfersbetweenextensions,andeven
transfersdirectlytovoicemail.Youcanalsosetupcustommusicthatwillbeusedduringthe
transferratherthanthestandardringbacktone.
International dialing
CallstotheUnitedStatesandCanadaareincludedatnoextracharge.OomaOcealsosupports
internationalcalling.Callstoothercountriesarechargedatourlowinternationalratesandare
deductedonaper-minutebasisfromyourprepaidaccount,whichwillautomaticallyrecharge
whenthebalancerunslow.
Feature Overview

14 15
Managing Users and Devices
EachtimeyouwishtoaddanewpersontoyourOomaOceaccount,youwillcreateanewuseronthe
system.Youcanalsocreateusersthatcorrespondtoaplacesuchasthefrontdesk,ortoafunctionsuch
asareservations.Eachuserwillhaveitsownextensionnumbersothatitcanbereachedthroughthe
VirtualReceptionistorbydialingtheextensiondirectly.UserscanlogintotheEndUserManager
toconguretheirextensionandvoicemailpreferences.
Creating users
YoucanaddanewuserbyvisitingthefollowingURL:
http://oce.ooma.com/add_user
Selecttheuser’sinternalextensionnumberand
llintheirnameandemailaddress.
Onceyousaveyourchanges,anemailwill
automaticallybesenttotheuser.Thisemailwill
containtheuser’svoicemailPINandatemporary
passwordthattheycanusetoaccessthe
EndUserPortal.
Editing users
Click on anexistinguserintheManageExtensinonspagetoedittheuser’sinformation.Clickthetrash
icontodeleteauser.Note:Deletingauserwillremovealloftheuser’svoicemailandcallloghistory.
AstheadministratoroftheOomaOcesystem,youwillhaveprivilegesthatarenotaccessibletoother
users,includingtheabilitiestoaddnewusersandphonenumbers,congureadvancedcallingfeatures,
updatebillinginformation,purchaseadd-onstoexpandyoursetup,andmore.Thissectionoftheguide
outlinesthevariousactionsthatcanbetakenbytheOomaOceadministrator.
Ooma Oce Manager
OomaOceManageristhewebinterfacethroughwhichyouwillcongureandmanageyour
OomaOceaccount.Youcanreachthewebportalbyvisitingthefollowingsite:
http://oce.ooma.com
Youwillneedtheprimaryphonenumberand
passwordthatyousetupwhenyourstactivated
youraccountinordertologin.
Onceyouareloggedinwiththeadministratoraccount,
youcanuseOomaOceManagertoaddandmanage
users,conguretheVirtualReceptionist,setup
MusiconHold,andmuchmore.
Note:Ifyourprimarynumberchanges(forexample,if
youportaphonenumber),thephonenumberyouuse
tologintoOomaOceManagerwillalsochange.
Administrator Guide

Remote workers
Anemployeewhoworksfromhomemayusethemobileapporuseahome
telephonenumberasanexternalnumber.
Part-time telecommuters
Anemployeewhoisintheoceparttimeandathomeorontheroadatothertimes
mayhaveananalogorIPphoneforwhentheyareintheoce,andalsohavethe
mobileappwhentheyareontheroad.
Youcanalwaysaddordeletedevicesforauserlater,soyoucanexperimentwithwhatworksbest
foreachuser.
Voicemail options
Everyextensionhasitsownvoicemailbox.Bydefault,newvoicemailsareemailedtousersas
anMP3audiolesotheycaneasilylistentomessageswherevertheyare.
Thesystemadministratorcanenableordisablevoicemail,resetauser’svoicemailPIN,and
congurethenumberofsecondsbeforeanunansweredcallrollstovoicemail.
Userscanalsoadjustthesesettingsandrecordtheirowngreeting.
Forwarding options
Employeeswhoareinandoutoftheocealotcanbejustasproductiveonthegobyforwarding
callstoanotherphonenumbersuchasacellphoneorlandline.
Whencallsareforwardedtoaphonenumber,theuser’sdeviceswillnotring.
Assigning devices to users
Afteryoucreateanewuser,youmustassignoneormoredevicesbeforetheusercanmakeorreceive
calls.Ausercanhavemultipledevicesassigned,butmayonlyhaveoneofeachtypeofdevice.Most
devicesassignedtoausercanbeusedtomakeoutogingcalls,withtheexceptionofanexternalphone.
Allassigneddeviceswillringwhentheuserreceivesanincomingcallontheassociatedextension.
ThesearethetypesofdevicesthataresupportedbyOomaOce:
Example device congurations
Userswillhavedierentdevicecongurationsdependingontheirneeds.Hereareafewexample
congurationsofhowyoumightsetupusersinyouroce:
Oce workers
AnemployeewhoworksfromadeskwilltypicallyonlyneedanIPphoneoran
analogdeviceconnectedtoaLinxorBaseStationphoneport.
16 17
Administrator Guide
Base Station
Phone Port
An analog phone
pluggedintothe
phoneportofthe
Base Station
Ooma Linx
An analog phone
pluggedintoan
OomaLinxdevice
Mobile app
TheOomaOce
mobile app running
on an iOS or
Androiddevice
IP phone
SelectmodelsofIP
phonesconnected
insidetheoce
External phone
An external phone
number such as
a cell phone or a
landline

18 19
Administrator Guide
Ring Groups
Ifyouhaveamulti-personteamsuchasaccountingorsales,RingGroupscanbeausefultool
fordistributingincomingcallstouserswiththesamejobfunction.ARingGroupcanbesetupto
sequentiallyringeachuserinthegroupinorder(sequential),orortoringalloftheusersatonce
(simultaneous).Ineithercase,therstusertopickupwillanswerthecall.
IfnooneintheRingGroupanswersthecall,youcanhavethecallcanbeautomaticallytransferredto
anotherextensionorvoicemailboxonthesystem.Forexample,ifyourcompanyemploysareceptionist
youcancongurethesystemtorouteincomingcallsonyourmainbusinessnumbertothereceptionist,
butifthereceptionistisunabletoanswerthecallthenhavetheVirtualReceptionistpickup.
TogetstartedwithRingGroups,visit:
http://oce.ooma.com/ring_group
TheusersthatareincludedinaRingGroupcanbechangedatanytime.Youcanalsoadjusthow
longanincomingcallwillwaitforanansweruntilitisroutedtoanalternativeextensiononthesystem.
Special Purpose Extensions
TherearetwotypesofextensionsthatarededicatedtoaspecicpurposeinOomaOce.These
extensionsprovideeitherelectronicfaxorconferencebridgefunctionalitytothebusiness.
Virtual Fax
VirtualFaxallowsemployeestosendandreceivefaxesonline.Allincomingfaxesare
emailedtoasingleaddressasaPDFle.AnyusercanalsosendPDForTIFFlesasfaxes
fromtheirEndUserPortalaccount.SetuptheVirtualFaxextensionbyvisiting:
http://oce.ooma.com/virtual_fax
TheVirtualFaxextensioncomeswithitsowndedicatedfaxnumber.Youwillselectthis
phonenumberwhenVirtualFaxisbeingsetupforthersttime.
Conference server
Createmeetingroomswhereupto10internalorexternalpartiescandialintothesamecall.
Youcanhostupto10simultaneousmeetingrooms,eachwithauniquemeetingID.You
alsohavetheoptiontocongureapasscodeforeachmeetingroom.
Addaconferenceserverandsetupmeetingroomsonlineat:
http://oce.ooma.com/conferences
Theconferenceservercomeswithitsowndedicatedphonenumberthatisselectedduring
theinitialsetup.Tousetheconferenceserver,allparticipantswilldialthatdedicatednumber
andenterthemeetingIDnumbertoentertheappropriatemeetingroom.
Incoming Call
Ring Group (simultaneous ringing)
Ext 101 Ext 104
Ext 102 Ext 103
Incoming Call
Ring Group (sequential ringing)
Ext 101 Ext 104
Ext 102
No
No No
Ext 103