Crexendo | SIP 300P | User`s guide | Crexendo SIP 300P User`s guide

Crexendo SIP 300P User`s guide
TELEPHONE USER’S GUIDE
Contents
PREFACE ..................................................................................................................................................... 5
Section 1: Introduction to the Crexendo Telephone User’s Guide ................................................... 6
Section 2: Two Ways to Make Changes ............................................................................................. 6
Section 3: Organization and Navigation ............................................................................................. 7
Section 4: Conventions........................................................................................................................ 8
Section 5: Assistance .......................................................................................................................... 9
Section 6: Brief Summary of the Parts, Chapters, and Sections in this Guide .............................. 11
Section 7: Links to Related Documents ........................................................................................... 14
Section 7: Contact Us ........................................................................................................................ 15
Part 1: GETTING TO KNOW YOUR PHONE ............................................................................................. 16
Chapter 1: Specifications and Connecting Your Device..................................................................... 17
Section 1: Introduction to the SIP 300 Series Phones ..................................................................... 18
SIP 300 Series Phone Specifications ............................................................................................................ 18
Key to the SIP 300 Series Phone Options .................................................................................................... 19
Connecting your SIP 300P Model Phone ..................................................................................................... 20
Connecting your SIP 300G Model Phone ..................................................................................................... 21
SIP 300 Series Phone Display Icons .............................................................................................................. 22
Section 2: Introduction to the SIP 200 Model Phone ....................................................................... 23
SIP 200 Specifications ..................................................................................................................................... 23
Key to the SIP 200 Phone Options ................................................................................................................ 24
Connecting your SIP 200 Model Phone ........................................................................................................ 25
SIP 200 Phone Display Icons .......................................................................................................................... 26
Wall-Mounting Your SIP 200 Phone .............................................................................................................. 27
Section 3: Introduction to the Digital Telephone Adaptor............................................................... 28
DigitalTelephone Adaptor Specifications ...................................................................................................... 28
Connecting your Digital Telecom Adaptor .................................................................................................... 30
Chapter 2: Adjusting Your Phone ......................................................................................................... 31
Section 1: Speakerphone .................................................................................................................. 32
Section 2: Using a Headset ............................................................................................................... 32
Section 3: Adjusting the Volume ....................................................................................................... 33
Section 4: Ring Tones ........................................................................................................................ 33
Section 5: Setting Date and Time ..................................................................................................... 34
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Section 6: Logging In to the Crexendo Web Portal ......................................................................... 36
Section 7: Customizing the Phone.................................................................................................... 38
Section 8: Modifying the Phone’s Display Name Label ................................................................... 39
Section 9: Programming Feature Keys (SIP 300 Series Phone Only) ............................................. 40
Feature Key Options ......................................................................................................................................... 41
Part 2: USING VOICEMAIL........................................................................................................................ 42
Chapter 1: Setting Up Your Voice Mailbox .......................................................................................... 43
Section 1: Logging into Voicemail on the Phone ............................................................................. 44
Section 2: Recording your Name ...................................................................................................... 44
Section 3: Recording your Greeting ................................................................................................. 45
Call Voicemail Directly ...................................................................................................................................... 45
Change Voicemail Prompt in Crexendo Portal ............................................................................................ 46
Activate a Different Voicemail Greeting in the Portal .................................................................................. 49
Section 4: Changing your PIN/Password ......................................................................................... 50
Call Voicemail Directly to Change your PIN/Password .............................................................................. 50
Change PIN/Password in Crexendo Portal .................................................................................................. 50
Section 5: Designating an “Operator” .............................................................................................. 51
Chapter 2: Retrieving Voicemail Messages & Voicemail Options ...................................................... 52
Section 1: Introduction to Voicemail Messages .............................................................................. 53
Section 2: Retrieving Voicemail Messages from Your Phone......................................................... 53
Section 3: Retrieving Voicemail Messages from an Outside Line .................................................. 54
Section 4: Retrieving Voicemail Messages using the Crexendo Web Portal ................................. 54
Section 5: Processing Voicemail Messages .................................................................................... 55
Section 6: Forwarding Your Voicemail Messages to an Email Address ........................................ 56
Part 3: MAKING AND RECEIVING CALLS – THE BASICS ....................................................................... 57
Section 1: Making a Call .................................................................................................................... 58
Section 2: Redial ................................................................................................................................ 59
Section 3: Transfer a Call .................................................................................................................. 60
Section 4: Forward Incoming Calls ................................................................................................... 61
Section 5: Place/Retrieve Call on Hold............................................................................................. 62
Section 6: DND – Do Not Disturb ...................................................................................................... 63
Set DND Using the phone’s interface ............................................................................................................ 63
Section 7: Call Waiting....................................................................................................................... 64
Section 8: Two-Way Conference Calling .......................................................................................... 64
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Section 9: Call History (Dialing From) ............................................................................................... 65
Section 10: Statuses .......................................................................................................................... 66
Section 11: Company Directory (SIP 300 Series Phones Only) ....................................................... 67
Section 12: Local Directory ............................................................................................................... 67
Part 4: TROUBLESHOOTING .................................................................................................................... 71
Troubleshooting the Crexendo SIP Phone ................................................................................................... 72
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PREFACE
Sections in this Chapter:
 Section 1: Introduction
 Section 2: Two Ways to Make Changes
 Section 3: Organization and Navigation
 Section 4: Conventions
 Section 5: Assistance
 Section 6: Brief Summary of Sections
 Section 7: Links to Related Documentation
 Section 8: Contact Us
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Section 1: Introduction to the Crexendo Telephone User’s Guide
Welcome to your Crexendo Telephone system!
This User’s Guide is designed to provide all of the essential information you need to make full use of the
Crexendo Telephone system. We have included descriptions of the equipment and its functionality as well
as step-by-step procedures to use your device effectively.
Hardware and Software
The Crexendo Telephone system uses both hardware (the phone or adaptor) and software (the Phone’s
Interface and the Crexendo Web Portal Interface) to program the phone for maximum benefit. It may take a
combination of phone settings and portal options to make the feature you want work. This guide includes
instructions for both.
Section 2: Two Ways to Make Changes
As we stated above, the options and features that make up the Crexendo Telephone system can be
activated and modified in two ways:
1) By using the phone’s interface to change certain defaults and settings; and
2) By using the Crexendo Web Portal Interface—the free software that comes with your Crexendo
Service Plan.
Phone Interface
You interact with the Phone’s Interface by pressing buttons and moving through menu options. You can
change things like the Date and Time, the Ring Tone, and adjust the phone’s various Volume options.
Crexendo Web Portal Interface
This feature-rich software lets you build and control your phone system. Some of the many options (some
limited to the System Administrator) include the ability to create users, create real and virtual Extensions,
then link Numbers, Extensions, and Devices to those users. You can also customize your calling
experience by creating statuses that let your customers find/follow you and add and schedule Menus and
Auto Attendants to ensure your customers always get to the right person or group within your company.
You may record your own customer prompts, greetings, and messages or upload them using your .wav
files—this includes uploading your own Music on Hold. This is just a sample of the many ways you can
configure the system to meet your needs.
This guide is functionality driven—we have collected many of the great things that you can do with your
Crexendo Phone System into a logical, functional organization scheme and then provided instructions on
how to make those options work for you using either or both Interfaces.
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Section 3: Organization and Navigation
Chapters and Sections
The Crexendo Telephone User’s Guide is organized into Parts, Chapters, and Sections.
Parts are made up of
Chapters which are comprised of
Sections
Each Chapters will provide a list of all of its Sections on the first page with links to take you directly to the
Section you want to review.
The four parts of the User’s Guide are:
1. Your Equipment
2. Voicemail
3. Making & Receiving Calls
4. Troubleshooting
The guide continues on with two additional parts in the System Administrator’s supplement:
5. Advanced Options
6. Call Routing
There is also a Table of Contents made up of links to help you navigate to the Part, Chapter or Section,
that will provide the information you are most interested in.
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Section 4: Conventions
Icons
In order to help you quickly locate the information you need within the User’s Guide we have created icons
that appear to the left of text to tell you just what kind of information is contained in the paragraph marked
by the icon. The different icons are:
STEPS – The associated text lists a process usually involving a series of steps by which you achieve your
goal. We will occasionally arrange these steps in a single phrase separated by the “>” character.
For example, if you were to see the following:
“Phone > Extensions > Personal Extension”
You would know that this is a series of clicks in a path designed to get you to a final location, in this
case, a Personal Extension screen
INFO - Informational notes give you a broader understanding or offer information that may provide
additional context for the topic
TIP – These are helpful hints to make the task easier
EXAMPLE – Examples often help illustrate a point by showing the functionality being discussed in
a scenario that will help it make sense
WARNING – Beware! The changes or decisions you make may be permanent and unrecoverable
We also use standard text formatting and strive to be consistent with the terms we use to help you clearly
understand what we mean. For example, bolded text refers to an element displayed on the screen that you
would click on (e.g. the Submit button) or a button/key to be pressed on the phone.
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Section 5: Assistance
Help within the Crexendo Web Portal
As you navigate through the Web Portal, context-sensitive Help screens
can be accessed by clicking the Options dropdown at the top right of
any screen and clicking on the Help Option
A Help Screen will pop up letting you read the descriptions and instructions provided for the page
on which you are located
You can Search for topics of interest by entering a word in the Search Box. A list of Help screens
containing the term you searched will appear. You can then click on any item in the list to see the
associated Help screen
Navigate to other Help screen subjects by clicking the triangle next to a topic to expand the view to
related subpages
You may also view a list of related subpage links at the bottom of each Help Screen
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Information on the crexendotelecom.com Website
Our website is loaded with information to help you with questions
about our products and services.
View Videos, download guides and reference materials, or read the
FAQ’s and HowTo’s.
See the Links to Related Documents in Section 7
Customer Support
Contact your Crexendo System Administrator for first-tier answers and troubleshooting
The Crexendo Cloud Communications Professional Services Support Team is ready to help at any
time at 855.211.2255
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Section 6: Brief Summary of the Parts, Chapters, and Sections in this Guide
Table of Contents
Preface
1
Introduction
2
Two Ways to Make Changes
3
Organization and Navigation
4
Conventions
5
5
6
7
Assistance
Brief Summary of Sections
Links to Related Documentation
Contact Us
An Introduction to the User’s Guide
Make changes by using either the phone’s interface or the
Crexendo Web Interface
How the Guide is organized
Defines the icons associated with different types of text,
and standards used in the Guide
Where you can seek help for any/all questions
[This]
Links to other helpful documents
All the ways to reach us
Part 1: Getting to Know your Phone
Chapter 1: “Specifications and Connecting your Device”
1
2
Introduction to the SIP 300 Series
Phones
Specifications for the SIP 300 Series
Phones
Key to SIP 300 Series Phone Options
Connecting your SIP 300P Model Phone
Connecting your SIP 300G Model Phone
SIP 300 Series Phone Display Icons
Introduction to the SIP 200 Model Phone
Specifications for the SIP 200 Model
Phone
Key to the SIP 200 Phone Options
Connecting your SIP 200 Model Phone
SIP 200 Phone Display Icons
Wall-Mounting your SIP 200 Phone
User’s Guide
See below for a list of the contents of this section
View specifications, features of the SIP 300 Series Phones
Definitions of the buttons and function keys on your phone
Review easy-to-understand pictorial instructions for
connecting your devices to the Internet and use links to
videos on our website demonstrating how to connect
Key to the Icons that display on your phone’s screen
See below for a list of the contents of this section
View specifications and features of the SIP 200 Model
Phone
Definitions of the buttons and function keys on your phone
Review easy-to-understand pictorial instructions for
connecting your devices to the Internet and use links to
videos on our website demonstrating how to connect
Key to the Icons that display on your phone’s screen
Easily convert your desk phone to a wall-mounted unit
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3
Introduction to the Digital Telephone
Adaptor
Specifications for the Telephone Adaptor
Detail of the Telephone Adaptor
Connecting your Telephone Adaptor
See below for a list of the contents of this section
View specifications, features and a Key to the buttons and
functionality of the Telephone Adaptor
View detailed images of the Adaptor
Review easy-to-understand pictorial instructions for
connecting your devices to the Internet and use links to
videos on our website demonstrating how to connect
Chapter 2: “Adjusting Your Phone”
1
Speakerphone
2
Using a Headset
Adjusting the Volume (Handset, Speaker,
Headset, Ring)
Ring Tones
Setting Date & Time
Logging into the Crexendo Web Portal
Modifying the Phone’s Display Name
Label
3
4
5
6
7
8
Programming Feature Keys
Activate the Speakerphone before calling or during a
conversation
Connecting your headset and using it to answer calls
Use the Volume Key or the phone’s Interface to adjust the
volume of calls or the phone’s ring
Choose your Ring Tone on the Phone
Set the Date and Time formats on the phone display
Log into the Crexendo Web Portal
Change the name that displays on the phone
Create “one-click” shortcuts to allow you to Speed Dial,
Forward all calls, Transfer to a specific number, set DND,
or assign Feature Codes
Part 2: Using Voicemail
Chapter 1: “Setting Up Your Voice Mailbox”
1
Logging into Voicemail on the Phone
2
Recording your Name
3
Recording your Greeting
4
Changing your Voicemail PIN/Password
5
Designating an “Operator”
Access your voice mailbox from the phone
Record your name to be played to callers reaching your
phone
Record a voice mailbox greeting to be played to callers by
recording your own voice, using a Text-to-Speech
converter or uploading a custom .wav file
Change your voice mailbox security PIN either through the
phone’s Interface or via the Web Portal
Select where customers will be routed when they press
“0” (zero) to reach an operator
Chapter 2: “Retrieving Voicemail messages & Voicemail Options”
1
2
Introduction to Voicemail Messages
Retrieving Messages From your Phone
Retrieving Messages From an Outside
Line
Retrieving Messages From the Web
Portal
Understanding your Voicemail Message Options
Access messages from the SIP phone
5
Processing Voicemail Messages
6
Forwarding Messages to an Email
Address
How to listen, save, delete or forward messages or
automatically call the message leaver
Automatically convert voice messages to email and route
them to a selected address
3
4
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Call your voice mailbox for messages using a phone
outside the Crexendo system
Listen to messages on-line through the Web Portal
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Part 3: Making and Receiving Calls – The Basics
Dialing an extension or an outside line using either the
Handset, Speaker Phone, or Headset
Call the last number you dialed using the RD button
Gracefully send callers to other extensions or numbers with
an option to announce the call to the recipient. Send calls
directly to another’s voicemail and unanswered calls to your
voice mailbox
Automatically send unanswered calls to other extensions,
numbers, or voice mailboxes using the phone’s Interface,
Feature Keys/Codes, or Statuses
Place/Retrieve a call on hold and add custom Hold Music
Inactivate calls to your phone by setting it to Do Not Disturb
using the phone’s Interface, Feature Keys/Codes, or Statuses
Accept incoming calls while already on a call; switch back
and forth between calls
Make a conference call using the phone’s 2-party functionality
or create a Conference Extension which allows 10-party calls
with an optional Security PIN
View recent inbound and outbound calls and call someone
back from the list
Use Find Me/Follow Me technology to ensure your calls are
forwarded to you or set your phone to DND
1
Making a Call
2
Redial
3
Transfer a Call
4
Forward Incoming Calls
5
Place/Retrieve Call on Hold
6
Do Not Disturb (DND)
7
Call Waiting
8
Two-Way Conference Calling
9
Call History (Dialing From)
10
Statuses
11
Company Directory (SIP 300 Series
Only)
View and make a call from the Company Directory
12
Local Directory
Add your own personal contacts to the Local Directory on
your device
Part 4: Troubleshooting
Troubleshooting the Crexendo SIP Phone
User’s Guide
A workflow to help diagnose problems with the phone
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Section 7: Links to Related Documents
Equipment Specifications
SIP 200 Model Phone Specs
SIP 300 Series Phone Specs
Digital Telephone Adaptor (DTA) Specs
Installation Guides
SIP 200 Model Phone Installation Guide
Listed here are links to
other documents that
you may find helpful.
All of these can be
found on our website:
www.cexendotelecom.com
SIP 300 Series Phone Installation Guide
Digital Telephone Adaptor (DTA Installation Guide)
How To’s
How To’s
FAQ’s
Frequently Asked Questions
QuickStart Guide
QuickStart Guide
Quick Reference Guides
SIP 200 Model Phone Quick Reference Guide
SIP 300 Series Phone Quick Reference Guide
Terms of Service
Crexendo Business Phone Services Terms of Use
E911 Policy
Crexendo Use of 911 Services Policy
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Section 7: Contact Us
Have we helped?
Our goal is to assist you to make the most of your phone system. If the Guide doesn’t do that, is unclear or
not helpful, or is missing something you want to read about, we want to know that. You can help us by
sending any corrections or suggestions to cloudcommunications@crexendo.com.
You may also reach our Professional Services Support Team by calling:
855 211 2255
Questions about additional equipment or services can be directed to our Sales Team by calling:
877 517 7772
The use of Crexendo equipment, software, and services is subject to the Terms of Service located on the Crexendo website:
http://www.crexendotelecom.com/terms-of-service.
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Part 1: GETTING TO KNOW YOUR PHONE
Crexendo SIP Phones provide business-class features for today’s communications needs. This
section of the User’s Guide provides detailed information about the different devices, how they
work, and step-by-step instructions for the most frequently used calling processes.
NOTE: An Internet Connection is required for all Crexendo devices
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Chapter 1: Specifications and Connecting
Your Device
Sections in this Chapter:
 Section 1: SIP 300 Series Phones
o
Specifications
o
Key to Phone Options
o
Installation Guide and Video Link for 300P
o
Installation Guide for 300G
o
Phone Display Icons
 Section 2: SIP 200 Model Phone
o
Specifications
o
Key to Phone Options
o
Installation Guide and Video Link for 200
o
Phone Display Icons
o
Wall-Mounting the Phone
 Section 3: Digital Telecom Adaptor
User’s Guide
o
Specifications
o
Installation Guide and Video Link for DTA
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Section 1: Introduction to the SIP 300 Series Phones
SIP 300 Series Phone Specifications
The Crexendo SIP 300 Series Phones are advanced phone devices. The 300P model is Power over
Ethernet (POE) enabled to allow power sourcing through POE-compliant equipment. The 300G phone is a
gigabit Ethernet phone that is also POE-enabled and comes with a 4.3” color LDC screen. All 300-level
phones come equipped with the following standard options:
•
•
•
•
•
6 phone lines to accommodate multiple inbound/outbound calls
48 keys including programmable and LED keys
2 x RJ45 Ethernet Ports to connect to the Internet, your PC, or your Network equipment
1 x RJ9 Headset Port
1 x RJ9 Handset Port
•
•
•
•
•
•
•
•
•
•
•
Functionality available using the phone’s buttons and native software:
3-way conference, Mute, Auto-Answer
Voicemail, Black List
Call Hold, Call Waiting, Call Transfer, Call Forward, Call Routing
Intelligent Call Management
Anonymous Call Rejection
Call History - All Calls
Do Not Disturb (DND)
Headset Compatible
Last Call Redial Key
Volume adjustment
Network Features
• Auto-Provision: Firmware, Configuration etc.
• Standard Encryption and Authentication (MD5 and MD5-sess)
• SIP 2.0 (RFC3261) Protocol. NAT Traversal: STUN Mode
• RFC2833 Support for DTMF
• QoS: IEEE 802.1p/q Tagging (VLAN), Layer
• 3 QoS
• IP Assignment: DHCP / Static IP
Voice Features
• Full-Duplex Hands-Free Speakerphone Compliant with IEEE1329
• Narrowband Voice Codecs: G.711 u-Law & a-Law
• High-Definition Handset, High-Definition Speaker
• Supports HD Wideband Voice Codec: G.722
• Supports VAD, CNG, AEC, PLC, AJB, AGC
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Key to the SIP 300 Series Phone Options
User’s Guide
1
Display Screen
2
Lines
10 Speaker
3
Feature Keys
11 Redial
4
Message
12 Volume
5
Headset
13 Cancel
6
Conference
14 Navigation/Scroll Pad
7
Hold
15 Dynamic Softkeys
8
Mute
9
Transfer
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Connecting your SIP 300P Model Phone
The SIP 300P model Phone supports POE (Power over Ethernet) which means you can plug the device directly into the Internet port provided from your
network equipment and maintain power to the 300P phone through that mechanism. A separate power adaptor is also included if needed. The step-bystep Installation Guide below can be used to hook it up. You may also click to view the helpful How to Install Your Crexendo 300 Internet Phone video
located on our website.
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Connecting your SIP 300G Model Phone
The SIP 300G model Phone is a dual Gigabit Ethernet device with a color LCD screen. Like the 300P, this phone supports POE (Power over Ethernet)
which means you can plug the device directly into the Internet port provided from your network equipment for power The step-by-step Installation Guide
below can be used to hook it up.
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SIP 300 Series Phone Display Icons
In the Display screen of the phone you may see various icons displayed. They Key below shows those
icons and describes their meanings:
Icon
Description
Handset Mode
Hands-free Speakerphone Mode
Headset Mode
Call Mute
Missed Call
Received Calls
Dialed Calls
Call Forward
Do Not Disturb
Auto Answer – NOT USED
Voicemail Message
Network Unavailable
Keypad Lock – NOT USED
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Section 2: Introduction to the SIP 200 Model Phone
SIP 200 Specifications
The Crexendo SIP 200 Phone is a full-service desk phone equipped with the following standard options:
• 3-line LCD with an icon line and 2x15 character lines
• 31 keys including programmable and LED keys
• 2 x RJ45 Ethernet Ports
• 1 x RJ9 Handset Port
• 1 x RJ9 Headset Port
Functionality available using the phone’s buttons and native software:
• 3-way conference, Mute, Auto-Answer
• Voicemail, Black List
• Call Hold, Call Waiting, Call Transfer, Call Forward, Call Routing
• Intelligent Call Management
• Anonymous Call Rejection
• Call History - All Calls
• Do Not Disturb (DND)
• Headset Compatible
• Last Call Redial Key
• Volume adjustment
Network Features
• Auto-Provision: Firmware, Configuration etc.
• Standard Encryption and Authentication (MD5 and MD5-sess)
• SIP 2.0 (RFC3261) Protocol. NAT Traversal: STUN Mode
• RFC2833 Support for DTMF
• QoS: IEEE 802.1p/q Tagging (VLAN), Layer 3 QoS
• IP Assignment: DHCP / Static IP
Voice Features
• Full-Duplex Hands-Free Speakerphone Compliant with IEEE1329
• Narrowband Voice Codecs: G.711 u-Law & a-Law
• High-Definition Handset, High-Definition Speaker
• Supports HD Wideband Voice Codec: G.722
• Supports VAD, CNG, AEC, PLC, AJB, AGC
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Key to the SIP 200 Phone Options
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Connecting your SIP 200 Model Phone
Connecting your phone SIP 200 phone is easy. The step-by-step Installation Guide below can be used to hook it up. You may also click to
view the helpful How To Install Your Crexendo 200 Internet Phone video located on our website.
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SIP 200 Phone Display Icons
In the Display screen of the phone you may see various icons displayed. They Key below shows those
icons and describes their meanings:
Icon
Description
Handset Mode
Hands-free Speakerphone Mode
Headset Mode
Call Mute
Missed Call
Received Calls
Dialed Calls
Call Forward
Do Not Disturb
Auto Answer – NOT USED
Voicemail Message (SIP 200)
Network Unavailable
Keypad Lock – NOT USED
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Wall-Mounting Your SIP 200 Phone
To convert the SIP 200 Phone from a desk model to a wall-mounted phone,
STEPS:
1) Remove the phone stand from the phone.
2) The Stand can be separated into two parts.
Reverse the parts and reattach them so that the
angle of the phone is less severe.
3) Reattach the Stand to the phone.
4) Mount the Phone on the wall
by suspending it from the two holes
in the Stand.
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Section 3: Introduction to the Digital Telephone Adaptor
DigitalTelephone Adaptor Specifications
The Crexendo Adaptor is a flexible device allowing you to connect your Fax machines, single-line phones,
cordless/wireless dect phone systems, and even your PC.
Feature Specifications
Ethernet Ports 2 RJ45 (LAN/WAN)
NAT/Router Yes
DHCP Client/Server
FXS Port 2
FXO Port No
PSTN Pass-through Port No
Voice Mail Indicator Yes
Voice Codec G.711(a/u-Law)
Remote Configuration TFTP/HTTP
Technical Specifications
Telephone Interfaces
2 FXS ports, 2 SIP accounts
Network Interface
Two (2) 10M/100 Mbps, RJ-45
LED Indicators
Power, WAN, LAN, PHONE1 and PHONE2
Reset Button
Factory Reset button.
Voice Activity Detection (VAD) with CNG (comfort noise generation) and PLC
(packet loss concealment),
Dynamic Jitter Buffer, Modem detection & auto-switch to G.711, Packetized
Voice Protocol Unit (supports RTP/RTCP and AAL2 protocol), G.168
compliant Echo Cancellation, LEC (line echo cancellation) with NLP
Voice-Over Packet
Capabilities
DHCP Server/Client
Yes, NAT Router or Switched Mode
Fax over IP
G.711 for fax pass-through
QoS
Diffserv, ToS, 802.1 P/Q VLAN tagging
IP Transport
RTP/RTCP
DTMF Method
RFC2833
IP Signaling
SIP (RFC 3261)
Provisioning
TFTP, HTTP, HTTPS
Management
Auto provisioning system Support Layer 2 (802.1Q, VLAN, 802.1p), Layer 3
QoS (Tos, DiffServ, MPLS)
Power
Output: 12VDC, 0.5A / Input: 100-240 VAC/50-60 Hz
Dimensions
(H x W x D)
Operational:
32°-104°F
or
0°-40°C
Storage: 10°-130°F / Humidity: 10-90% Non-condensing
25mm x 115mm x 75mm (when laying flat); 115mm x 25mm x 75mm
(standing up)
Short & long haul
REN3: Up to150 ft on 24 AWG line
Call Handling Features
Caller ID display or block, Call waiting caller ID, Call waiting/flash, Call
transfer, hold, forward, 3-way conferencing
Caller ID
Bellcore Type 1 & 2
EMC
EN55022/EN55024 and FCC part15 Class B
Safety
UL
Environmental
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Detail of the Crexendo Adaptor
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Connecting your Digital Telecom Adaptor
Connect your Telephone Adaptor using the step-by-step Installation Guide below. You may also click to view the helpful How To Install Your
Crexendo Digital Telephone Adaptor video located on our website.
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Chapter 2: Adjusting Your Phone
Sections in this Chapter:
 Section 1: Speaker Phone
 Section 2: Using a Headset
 Section 3: Adjusting the Volume (Handset, Speaker, Headset, Ring)
 Section 4: Ring Tones
 Section 5: Setting Date & Time
 Section 6: Logging into the Crexendo Web Portal
 Section 7: Customizing the Phone
 Section 8: Modifying the Phone’s Display Name Label
 Section 9: Programming Feature Keys (SIP 300 Series only)
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Section 1: Speakerphone
Your Speakerphone lets you converse using the speaker in the phone rather than using the
handset. It is not the best way to have a private conversation; however, it is very convenient
when you have several people around the phone who all need to hear one (or more) people on
the other end of the call.
You can activate the speakerphone two ways.
1) Once a call has already begun on the headset – While using the handset, press the
Speakerphone
button and hang up the handset. Pick up the handset if you want to
resume the conversation using the handset.
2) Before a call is placed – Simply leave the handset on the hook (hung up) and dial the
number you wish to reach. You will hear the tones of the number you dial, the ringing,
and the entire conversation over the speakerphone.
Section 2: Using a Headset
Connecting your Headset
You may connect a headset to the phone by plugging it into the headset port on the bottom of
the phone. (See Step 4 in the Phone Installation Instructions in Section 2 – Connecting Your
Device.)
A headset that supports an RJ9 (Modular jack) interface is required.
Activating/Deactivating your Headset
Press the HEADSET Key on the phone to activate the headset. The Headset icon
show in the Display.
will
To answer calls, press the Line Key of the incoming call (will be flashing) or the Answer
SoftKey (SIP 300 Series Phone only).
Deactivate the Headset by pressing the HEADSET Key again.
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Section 3: Adjusting the Volume
There are four different volume controls that can be adjusted with the Volume (+/-) Key
: the Handset, Headset, Speakerphone and Ringer volume.
To raise or lower the volume on the Handset, Headset, or Speakerphone, simply press the
Volume (+/-) Key up or down when the phone is in the process of dialing a call or during the
call itself.
The Ringer volume can be adjusted at any time when the phone is idle (when the handset is
hung up.)
To adjust the four different volume controls using the phone interface:
*
STEPS:
Press Menu
Use the Down Arrow to move to the Settings Option > Press OK
Click OK on Basic Settings
Use the Down Arrow to move to the Phone Volume Option > Press OK
Use the Up/Down Arrows to select one of the four volume controls (Handset, Speaker,
Headset or Ring) > Press OK
6) You may either use the Volume (+/-) Key or press the Right/Left Arrows
to
increase/decrease the volume.
1)
2)
3)
4)
5)
Section 4: Ring Tones
The phone’s Ring Tone can be customized to your preference by using the phone interface.
*
STEPS:
Press Menu
Use the Down Arrow to move to the Settings Option > Press OK
Click OK on Basic Settings
Use the Down Arrow to move to the Ring Tones Option > Press OK
A list of available Ring Tones (saved as .wav files) will display.
5) Use the Up/Down Arrows to select one of the Ring Tones > Press OK
The Ring Tone will play briefly on the phone so you can decide if it is the one you wish
to use. You may use the Volume (+/-) Key to increase/decrease the volume.
6) Save your desired Ring Tone by pressing either the Save Softkey (SIP 300 Series) or
the OK button.
1)
2)
3)
4)
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Section 5: Setting Date and Time
The time and date should automatically appear on your phone when it is plugged in and goes
through its power-up cycle. The date and time are set based on the time zone you specified at
the time the order for the phone was placed. You may manually override the system-provided
date/time at any time by using the phone interface.
Setting the Date:
STEPS:
Press Menu
Use the Down Arrow to move to the Settings Option > Press OK
Click OK on Basic Settings
Use the Down Arrow to move to the Time & Date Option > Press OK
Use the Up/Down Arrows to select Manual Settings> Press OK
You will be automatically positioned ready to edit the first character of the Date field.
On the SIP 200 Model phone this will be the Day field. The Date is entered in D-M-Y
format.
On the SIP 300 Series phone this will be the Year field. The Date is entered in Y-M-D
format.
6) Enter the Date in the format appropriate for your phone > Press OK or the Save Softkey
(SIP 300 Series) to save the new date.
1)
2)
3)
4)
5)
Setting the Time:
STEPS:
1) Press Menu
2) Use the Down Arrow to move to the Settings
Option > Press OK
3) Click OK on Basic Settings
4) Use the Down Arrow to move to the Time & Date
Option > Press OK
5) Use the Up/Down Arrows to select Manual >
Press OK
You will be automatically positioned ready to edit
the first character of the Date field.
6) Use the Down Arrow to move to the Time Option.
You will be automatically positioned ready to edit
the first character of the Time field. This will be the Hour field. The Time is entered in
HH-MM-SS format.
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7) Enter the Time in this format > Press OK or the Save Softkey (SIP 300 Series) to save
the new time.
Additional Date/Time Options for SIP 300 Series Phone
If you have a SIP 300 Series phone you will also have the following options:
•
Changing the Time format from a 12-hour clock to a 24-hour (military time) clock
STEPS:
1)
2)
3)
4)
5)
Press Menu
Use the Down Arrow to move to the Settings Option > Press OK
Click OK on Basic Settings
Use the Down Arrow to move to the Time & Date Option
Use the Down Arrow to move to the Time & Date Format Option
You will be automatically positioned ready to edit the Clock field
6) Use the Right/Left Arrows to toggle between the 12-Hour and 24-Hour clock
7) Press OK or the Save Softkey to save your selection
•
Selecting a different Date Display Format. The options are:
o
o
o
o
o
o
o
DD-MMM-YY
YYYY-MM-DD
DD/MM/YYYY
MM/DD/YY
DD MMM YYYY
WWW DD MMM (The “W” in this case means “Weekday” and displays the name
of the dayof the week. For example, this format would display as “Tues 13 Oct.”
WWW MMM DD
STEPS:
1)
2)
3)
4)
5)
Press Menu
Use the Down Arrow to move to the Settings Option > Press OK
Click OK on Basic Settings
Use the Down Arrow to move to the Time & Date Option
Use the Down Arrow to move to the Time & Date Format Option
You will be automatically positioned ready to edit the Clock field
6) Use the Down Arrow to move to the Date Format Option
7) Press the Switch Softkey to rotate amongst the Date Format options
8) Press OK or the Save Softkey to save your selection
*
WARNING
A Factory Reset will erase all of your custom settings and return the
phone to the default settings that were displayed when you originally
received the phone.
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Section 6: Logging In to the Crexendo Web Portal
In order to make changes from within the Crexendo Web Portal you must first log in. You do
that by going to Crexendo’s website www.crexendotelecom.com. Click the “Login” link at the
top of the page. You will be taken to the Keychain which controls the login process and
security for the Crexendo Web Portal.
New User?
If this is the first time you are logging into the Web Portal, you will need to register by adding a
login email address and designating a personal password. Once you have registered, you will
simply log in as a Returning User going forward.
STEPS:
You will have been given a License number and
a password by your System Administrator. Type
in the license number and password and click
the Continue button.
Register: In the Register screen you will enter
the email address and password that you will
use to log into the Web Portal going forward.
STEPS:
1) Enter your email address in the Email
box.
2) Enter a new password in the
Password box to replace the systemgenerated one you entered before
3) Re-enter the same password in the
Confirm field
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INFO: The password should be easy for you to remember, but also secure. The
password must be at least six characters in length. Passwords are casesensitive, so be sure to repeat any capital letters or special symbols you may
have included when you confirm your password.
4) Click Register to move to the Messages screen in the Crexendo Web Portal. From here
you can navigate to any of the options you require.
Returning User?
Once you have registered as a user within the Crexendo Keychain process you will simply use
the email address and password you used initially to register as your login credentials.
STEPS:
1) Enter your email address in
the Email box
2) Enter your password in the
Password box
3) Click the Log In button
Forgot Password?
If you have forgotten your password,
you can click the blue “Forgot
Password?” link at the side of the
Password box in order to request
that a new temporary password be
emailed to you.
Remember Me
Checking the Remember Me box will automatically populate the Email field with your email
address each time you log in.
If you wish to replace the email address that is currently being "remembered" with another
email address, simply leave the box checked and type over the old email address with the new
one. The latest email address is the one that will be remembered. Uncheck the box if you do
not wish to have your email address automatically populate.
INFO: For security purposes you will need to re-enter your password every time you
log in.
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Section 7: Customizing the Phone
We make it easy for you to edit the information specific to your phone
by providing an interactive picture of the device (specific to model) for
you to edit. Simply click on the various buttons and display options on
the device picture to receive popup windows that will guide you through
configuring your phone.
To view this helpful Configuration screen:
STEPS:
1) Click Device under the PHONE menu in the left navigation bar
2) Double-click on the row containing the device you wish to edit
A picture of the device you wish to edit will be displayed
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Section 8: Modifying the Phone’s Display Name Label
The information in the Display screen of your phone consists of a name label as well as the
date and time. The SIP 300 Series phone lets you see a name for each of the six lines available
on that device. The SIP 200 Phone has two lines, but only the information on Line 1 appears in
the phone’s display.
INFO: Only Active Lines will appear on the phone’s display screen.
The Name Label defaults to the name of the extension assigned to the device. This label can
be modified by overriding the default. Note that the SIP 200 Phone’s label comes from the
information associated with Line 1 whereas the information for all of the active lines on the SIP
300 Series phone will be displayed.
To change the label information that displays on your phone, log into the Crexendo Web Portal
and follow this process:
STEPS:
1) Click Device under the Phone Menu in the
left Bar
2) Double-click on the row containing the
device you wish to edit. A picture of the
phone will display with the Line 1 Edit box
opened
3) Click into the Label Override field
4) Type in a new Label
5) Click the Save & Reboot (Back) button to to
record your changes.
WARNING
Changes to the Device’s Settings will require that the phone be
rebooted.
Please allow the device plenty of time to reboot and save the changes.
If your internet connection is through your PC you may lose access to
the internet briefly until the process completes.
Changes made while devices are in use will be delayed until they are
no longer busy. Devices will re-initialize at that time.
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Section 9: Programming Feature Keys (SIP 300 Series Phone Only)
Feature Keys are programmable keys allowing you to expand your call control options. You
can program these additional Feature Keys to forward, transfer, speed-dial, or adhere to the
functionality available from various Feature Codes (also known as “Star” Codes.)
On the SIP 300 Series Phone, there are 10 programmable Feature Keys. You can assign
functionality to a key from within the Crexendo Web Portal.
STEPS:
1) Click on Device under “Phone” in the left Navigation bar
2) Double-click on the line containing the phone you wish to modify
A picture of the telephone will display
3) To edit a Feature Key click on the picture of the Key you wish to edit
The Feature Key Box will Display
4) Click on the Feature Name Dropdown list to choose the function you wish to assign to
this Feature Key.
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Feature Key Options
The options that can be programmed into each Feature Key are:
DND - Do
Not
Disturb
Pressing this button activates the Do Not Disturb functionality. All
calls to the phone will be automatically sent to voicemail.
Forward
All calls to the phone will be automatically forwarded to the number
you designate.
Transfer
You can automatically transfer the caller you are speaking with to
the number you designate when you press this button.
[Inactive]
No special Feature Key functionality is enabled. If you no longer
wish a Feature Key to be programmed for specific functionality, set
it to [Inactive].
Speed
Dial
Feature
Code
(“Star”
Code)
The number you specify will be automatically called when you press
the button. This can be either an extension or a local or long
distance (10-digit) number.
You must enter the * (asterisk) as well as the code number.
Currently only four Feature (“*Star”) Codes are available to program
into Feature Keys:
*72 - Turn ON Call Recording
*73 - Turn OFF Call Recording
*98 - ACD Agent is Available
*99 - ACD Agent is Unavailable
If you choose the Forward, Transfer, or Speed Dial options you will need to
enter a phone number in the Phone Number/Code box. If you are
programming a Feature Code into the Key, enter the Code preceded by an
asterisk (*).
5) When you are done adding the programming to your Feature Keys, click the Save and
Reboot button.
WARNING: Changes to the Device’s Settings will require that
the phone be rebooted.
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Part 2: USING VOICEMAIL
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Chapter 1: Setting Up Your Voice
Mailbox
Sections in this Chapter:
 Section 1: Logging into Voicemail on the Phone
 Section 2: Recording your Name
 Section 3: Recording your Greeting
o
By Calling Voicemail Directly
o
By Changing Voicemail Prompt in Crexendo Web Portal

Record Prompt using Text-To-Speech

Record Prompt in your own voice

Record Prompt by uploading a .wav file
 Section 4: Changing your Voicemail PIN/Password
o
By Calling Voicemail Directly
o
By Changing PIN/Password in Crexendo Web Portal
 Section 5: Designating an “Operator”
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Section 1: Logging into Voicemail on the Phone
To set up or change your voicemail options you first need to log in.
STEPS:
1) Lift Handset
2) If you already have a voicemail message waiting (the message light is lit), you can press
the MESSAGE key on your phone to access your voicemail options
OR
Dial your Voicemail Pickup extension (usually 4000)
3) Enter your password
4) Press option 5 for Advanced Options
You may need to process any unheard voicemail messages before you can access
the Advanced Options where you can edit your voicemail options.)
Section 2: Recording your Name
Your name, recorded in your voice, is used to announce/identify you to your callers.
STEPS:
1) Log into your Voicemail (Steps 1-4 in Section 1 above)
2) Press option 3 to record your name. You will be prompted to record your name by
speaking into the phone.
Other Recording Options:
o Press 2 to listen to the recording you made. If you are dissatisfied with
the recording
o Press 1 to delete and re-record
o Press 3 to Save the recording
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Section 3: Recording your Greeting
Voicemail Greetings can be recorded two ways: By calling your voicemail directly and
following the instructions on the phone or by using the Voicemail Prompt functionality within
the Crexendo Web Portal. You may create multiple greetings to be used, for example, when
you are out of town, in meetings, or otherwise unavailable. You then can designate which
greeting is to be activated.
While you may have several Personal Extensions assigned to you as the Owner, only
one Voicemail Greeting is used for all of those extensions
Call Voicemail Directly
STEPS:
1) Log into your Voicemail (Steps 1-4 in Section 1 above)
2) Press option 1 to record your greeting.
3) You will be prompted to “Choose a Greeting between 1 and 9”. Because you can
create more than one greeting you must choose a Greeting Number associated with
each Greeting. Each Greeting will need a separate number.
4) Follow the recorded prompts to record your voicemail greeting by speaking into the
phone.
Other Recording Options:
o Press 1 to Listen to the recording you made. If you are dissatisfied with
the recording,
o Press 3 to Delete and Re-record
o Press 2 to Save the recording. You will be returned to the Advanced
Options Menu
Choose Your Greeting.
You must activate your Greeting in order for it to be played to your callers. (You will need to
know the Greeting Number you assigned it when you recorded the Greeting.)
STEPS:
1) Press 2 in the Advanced Options Menu to Choose your Greeting
2) Press the number of the greeting you wish to activate. You will hear the recorded
Greeting followed by the confirmation message: “Greeting “n” Selected” (where “n” is
the number of the greeting.)
The number you assign to this greeting will be reflected as the line number
associated with the Greeting in the Portal.
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Change Voicemail Prompt in Crexendo Portal
Access your voicemail options by clicking on the Personal
Options dropdown list found at the top of the screen in the
“Crexendo” bar and selecting My Settings
STEPS:
1) In the Voicemail Prompts section, click on the Gear
button and select the Add option.
The Add a Recording box will appear prompting you to choose from three different
ways of recording the voicemail greeting:
•
•
•
Use Text-to-Speech recording - Creates messages using an automated
computer voice to read the words you provide
Call Me and record - Uses your own voice to record and play messages and
announcements
Upload a .wav file as my recording - This option lets you upload and use any
existing recordings of messages or music that you already have.
To create a Text-to-Speech recording
STEPS:
1) Click the radio button next
to the Use a Text-toSpeech Recording option
2) Type the text of the
voicemail greeting that you
wish translated into speech
in the Text box
3) The Voice dropdown menu
lets you choose a male or
female voice for your
message
4) Click the Save button and
return to the Settings
screen.
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To record your Voicemail Greeting in your own voice
STEPS
1) Click the radio button next to the Call me and record option. A Number box appears
where you will enter the phone number where you wish to be called in
2) order to make the recording
3) Enter the your extension or a 10-digit direct dial number (always include the Area Code;
no preceding “1” is necessary) then click the Call Me button to initiate the call (you will
automatically be returned to the Settings screen while you wait for the call)
4) You will receive a call at the number you specified. When you answer the phone, you
will hear recording prompts beginning with: "This is the Crexendo Call Back Agent”
5) Press the 1 key to record your greeting
Other Recording Options:
o Press 1 to listen to the recording you made. If you are unhappy with the
recording
o Press 3 to delete and re-record
o Press 2 to Save the recording
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To upload a .wav file to serve as your Voicemail Greeting
STEPS
1) Click the radio button next to the Upload a .wav file as my recording option
2) Click on the Choose File button to locate the.wav file from the files on your PC
3) When you have selected the file, the name will appear next to the Choose File button
4) Click Save to import the Voicemail Greeting file. You will be returned to the Settings
screen
You will see that a QuickTime Player has replaced the Add button. This Player tool will
allow you to play your recording and listen to it over your computer's speakers or by
plugging in headphones. The standard Volume Adjustments, Play, Pause, Go to
Beginning and Go to End icon options are available.
If you do not have the QuickTime plugin downloaded on your PC you may do
so for free from the Apple.com website.
5) To edit or replace the recording, click the Edit button. You will be prompted to upload a
new file. You may also choose to delete the .wav file—this will remove the recording
(including the QuickTime Player) revert your voicemail greeting to the default message
provided with the system. The Default radio button will be re-checked.
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Activate a Different Voicemail Greeting in the Portal
The first greeting you create in the Portal will automatically be assigned as the active greeting
and will be the one your callers hear when they reach your voice mailbox. If you have created
multiple voicemail greetings to be used under different circumstances, and wish to switch to
one of those greetings, simply click the radio button associated with the greeting under the
Active Prompt heading. The new greeting will be played for callers as soon as you leave this
screen, saving your changes.
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Section 4: Changing your PIN/Password
Your Voicemail PIN or Password is a four-digit security code that allows you to access your
voicemail account. You will be prompted for this number when you retrieve your messages.
The security PIN/Password can be changed two ways: By calling your voicemail directly and
following the instructions on the phone or by editing the Voicemail Options within the
Crexendo Web Portal.
Call Voicemail Directly to Change your PIN/Password
STEPS:
1) Log into your Voicemail (Steps 1-4 in Section 1 above)
2) Press option 6 to change your PIN/Password. You will be prompted to enter the fourdigit number followed by the pound (#) key
The system will save your change and you should begin using the new PIN/Password
immediately to retrieve your voicemail messages
Change PIN/Password in Crexendo Portal
Access your voicemail options by clicking on the
Personal Options dropdown list found at the top of
the screen in the “Crexendo” bar and selecting My
Settings
Then, click on the Phone Tab.
STEPS:
1) In the Voicemail Options section,
click into the “Pin” Box and type in
the new four-digit security
PIN/Password.
2) Click the Users (Back) button to save your changes.
The system will save your change and you should begin using the new PIN/Password
immediately to retrieve your voicemail messages
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Section 5: Designating an “Operator”
You have the option to allow callers to Zero-Out--press the “0” (zero) key during the voicemail
announcement--in order to reach a designated operator. You can assign an Extension or
Personal Number to act as the "Operator" within the Crexendo Web Portal. Pressing “0” will
transfer the caller to the Extension or Personal Number
you choose.
Access your voicemail options by clicking on the
Personal Options dropdown list found at the top of the
screen in the “Crexendo” bar and selecting My
Settings
Then, click on the Phone Tab.
STEPS:
1) In the Voicemail Options section, click the dropdown arrow next to “Operator”. Select
either Extension or Personal Number from the list
A second dropdown box will
display allowing you to select from
a list of all of your extensions or all
of the Personal Numbers on your
system.
2) Click on the Number or Extension of your choice
3) Click on the Users (back) button at the top of the page to save your changes
Callers who press Zero (“0”) instead of leaving you a voicemail message will now be
transferred to this location.
I
WARNING
If you are designated as an Owner of any other extensions that use the
Zero-Out-To-Reach-an-Operator functionality, the Operator you set
here will become the designated Operator for all of those extensions.
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Chapter 2: Retrieving Voicemail
Messages & Voicemail Options
Sections in this Chapter:
 Section 1: Introduction to Voicemail Messages
 Section 2: Retrieving Messages From your Phone
 Section 3: Retrieving Messages From an Outside Line
 Section 4: Retrieving Messages From the Web Portal
 Section 5: Processing Voicemail Messages
 Section 6: Forwarding Messages to an Email Address
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Section 1: Introduction to Voicemail Messages
You may retrieve your voicemail messages in several ways:
•
•
•
From your phone - Listen to voicemail messages either through the Handset or over
the Speaker Phone.
Dial into the system from an outside line – Access your voicemail remotely
Using the Crexendo Web Portal – Listen to Voicemail Messages over your computer’s
speakers or via headphones
Once you have successfully logged into your voicemail you will hear a count of the number of
new messages you have. The system will automatically move to the first new message
providing message-specific information including your extension, the extension number or
phone number of the caller, and the date and time received. The message will then be played.
TIPS: To skip listening to voicemail messages entirely, press the “0” (zero) key. You will
be taken to the Main Menu. If you wish to listen to the message but want to skip
directly to the message without listening to the header (envelope) information, Press the
“#” Key.
Section 2: Retrieving Voicemail Messages from Your Phone
You may listen to voicemail messages from your phone either through the Handset or over the
Speaker Phone.
Listen to voicemail using the Handset
STEPS:
1) Lift the Handset
2) Press the lighted MESSAGE key on your phone
OR
Dial your Voicemail Pickup extension (usually 4000)
3) Enter your password followed by the pound (#) sign
The system will save your change and you should begin using the new PIN/Password
Listen to voicemail over the Speaker Phone
STEPS:
1) Without lifting the Handset, press the lighted MESSAGE key on your phone
OR
Dial your Voicemail Pickup extension (usually x4000)
2) Enter your password followed by the pound (#) sign
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Section 3: Retrieving Voicemail Messages from an Outside Line
To retrieve voicemail messages from your phone using an outside line:
STEPS:
1) Dial 877-282-4524
2) Enter the 10-digit Direct Dial number associated with your phone
3) Enter your Extension Number and PIN
INFO: You can also dial your 10-digit Direct Dial number and press the * key
when you hear the Voicemail prompt to trigger the voicemail login option.
Section 4: Retrieving Voicemail Messages using the Crexendo Web Portal
You may play the messages that appear in your Messages Inbox over the
computer’s speakers.
STEPS:
1) When you log into the Crexendo Web Portal you are automatically
positioned on the Messages page. You may also move to this page by clicking on
Messages under the “Messages” heading in the left Navigation Bar
Calls to your phone are marked with a phone icon; phone calls with a voicemail
message have both a phone icon and a speaker icon
2) Double-click on the row which includes the phone call with a voicemail message you
wish to listen to
Information about the message
including the originating phone
number, the extension the call was
placed to, and the date and time of
the call will display along with a
QuickTime Player. The message
will begin playing immediately.
Use the QuickTime Player’s standard Options
to replay the message or adjust its volume
INFO: If you do not have the
QuickTime plugin downloaded on
your PC you may do so for free from
the Apple.com website.
3) Click the Message (back) button at the top of the screen to return to Messages Inbox
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Section 5: Processing Voicemail Messages
Once you have listened to the voicemail message you will be presented with a series of options
that can be accessed by pressing a number on the Keypad:
Listen to the recording again
• Press the “1” Key
Save the message to listen to later
• Press the “2” Key
Delete the message
• Press the “7” Key
Return the call to the person who left the message
• Press the “5” Key
Forward the message
• Press the “8” Key
i. To forward the message without recording an introductory message
• Press the “8” Key again
ii. To forward the message with an introductory message
• Press the “1” Key
• Record your introductory message
• Press 2 to save the message
• Enter the Number where the message is to be forwarded followed
by the pound (#) sign
Rewind or Fast Forward a voicemail message (while listening to the message)
iii. Rewind
• Press the “4” Key
iv. Fast Forward
• Press the “6” Key
The message will rewind or advance a few seconds each time you press
the key
TIP: You may “skip” the introductory header (envelope) information and go directly to
the message, or skip directly to the end of the message to select one of the processing
options by pressing the pound (#) Key.
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Section 6: Forwarding Your Voicemail Messages to an Email Address
You may forward your voicemail messages as attachments in email messages to an email
address you specify. This setting is user-specific and edited from within the Crexendo Web
Portal by editing the user’s Voicemail Options
Access your voicemail options by clicking on the
Personal Options dropdown list found at the top of
the screen in the “Crexendo” bar and selecting My
Settings
Then, click on the Phone Tab.
STEPS:
1) In the Voicemail Options section, click the dropdown arrow next to “Forward”. Select
Other Email from the list
2) Click into the box next to the Forward Dropdown menu and type in the email address
where you wish your voicemail messages sent.
3) Click on the Users (back) button at the top of the page to save your changes
Messages sent to this email address will still appear in the Messages Inbox and can be played
over your computer’s speakers or through headphones as well.
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Part 3: MAKING AND RECEIVING
CALLS – THE BASICS
Sections in this Chapter:
 Section 1: Making a Call
 Section 2: Redial
 Section 3: Transfer a Call
 Section 4: Forward Incoming Calls
 Section 5: Place/Retrieve Calls on Hold
 Section 6: Do Not Disturb (DND)
 Section 7: Call Waiting
 Section 8: Two-Way Conferencing
 Section 9: Call History
 Section 10: Statuses
 Section 11: Company Directory (SIP 300 Only)
 Section 12: Local Directory
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Section 1: Making a Call
You use a Crexendo Telephone to make a call the same way you would use any phone.
Make calls to fellow co-workers by simply dialing their 4-digit extension number
Make calls to outside customers or suppliers by dialing the Area Code + Phone
Number.
INFO: There is no need to dial a “1” before dialing Long Distance. There is also no
distinction between “Inside” and “Outside” calls. While you may still opt to use an
Outbound Dial Code (traditionally this was a “9” preceding any calls outside the
System), the Crexendo Telephone System does not require it.
You may make calls using the Handset, a Speaker Phone, or by using a Headset.
INFO: To expedite your call, press the “#” key after dialing the number. This lets you
skip the pre-programmed “pause” time before a call begins dialing.
Call Using the Phone Handset
STEPS:
8) Lift the Handset
9) Dial the number or extension of the party you wish to reach
10) Wait for the recipient to answer
Call Using the Speaker Phone
STEPS:
1)
2)
3)
4)
Lift the Handset
Dial the number or extension of the party you wish to reach
Wait for the recipient to answer
Press the Speaker
button
OR
1) Do not lift the Handset
2) Dial the number or extension of the party you wish to reach
3) Wait for the recipient to answer
Call Using the Headset
STEPS:
1) Press the Line button you wish to dial out on
2) Dial the number or extension of the party you wish to reach
3) Wait for the recipient to answer
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Section 2: Redial
The Redial functionality lets you call either the last number you dialed from your phone or view
a list of numbers you have dialed previously and select one to call.
Call Last Number Dialed
STEPS:
5) Lift Handset
6) Press the RD button
The last number you called from the phone will show in the Display and will be dialed
automatically
7) Wait for the recipient to answer
OR
1) Do not lift the Handset (the call will be made over the Speaker Phone)
2) Press the RD button twice
3) The last number you called from the phone will show in the Display and will be dialed
automatically
4) Lift the Handset to speak privately
View and redial a list of called numbers
STEPS:
1) Do not lift the Handset
2) Press the RD button
o If you are using a SIP 200 phone, the most recent of the numbers you have
called from the phone will show in the Display
o If you are using a SIP 300 Series phone, a list of the last four numbers
associated with the last four calls you made from the phone will display
3) Use the Up/Down Arrows to move through the list of previous numbers called to select
the number you wish to redial
4) Press the RD button again
(Or, if you are using a SIP 300 Series phone, you may also press the Send softkey)
5) Lift the Handset if you wish to speak privately. Leave the Handset on the phone to
conduct the call over the Speaker Phone.
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Section 3: Transfer a Call
Not all calls are for you. Often you will need to transfer a call to someone or somewhere else.
You can transfer calls to other extensions or numbers, or to a voice mailbox.
There are two different ways to transfer a phone call:
Blind Transfer – Transfer a call directly to another party without introducing the caller to
the recipient
STEPS:
7) With the caller on the line, press the TRAN button
8) Enter the number or extension the call is to be transferred to
9) Press the TRAN button again
Attended Transfer – Wait for the recipient to answer and introduce the call before
transferring the caller
STEPS:
1)
2)
3)
4)
With the caller on the line, press the TRAN button
Enter the number or extension the call is to be transferred to
When the person answers, introduce the caller, then
Press the TRAN button again to connect the caller to the recipient
TIP - If the recipient doesn’t answer and the caller does not wish to be transferred to a
voice mailbox, you can press the “X” button to return to the call.
Transfer to Another Extension’s Voicemail
You can also transfer calls directly to another extension’s voice mailbox without answering.
STEPS:
1) With the caller on the line, press the TRAN button
2) Type *10 followed by the extension the call is to be transferred to
3) Press the TRAN button again
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Section 4: Forward Incoming Calls
Use the phone’s interface to configure your phone to forward
incoming calls to another number or extension
STEPS:
1)
2)
3)
4)
5)
6)
7)
8)
On the phone, press Menu
Use the Down Arrow to move to the Features Option > Press OK
Press OK to accept the [Call] Forward option
Use the Up/Down Arrows to choose Always [Forward]
Use the Left/Right Arrows to toggle to “Enable”
Use the Down Arrow to move to the “Forward to:” prompt
Enter the number or extension where calls are to be forwarded
Press OK to save settings.
The
symbol will show in the phone’s display
TIP – The 200 Model Phone has a shortcut which lets you bypass the steps
above. Simply press the Left Arrow to immediately receive the “Forward to:”
prompt as in step 6.
INFO: Once the phone number is entered and saved you can toggle the
Enable/Disable option to forward calls to this number as needed.
TIP - You may also forward an unanswered call directly to your voice
Mailbox without answering the call
STEPS:
1) While the phone is ringing, press the “X” button. The caller will be
immediately transferred to your voicemail to leave a message
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Section 5: Place/Retrieve Call on Hold
You can place any active call on hold at any time. Using other lines on the phone you can then
choose to make or receive other calls while the original call remains on hold. You can also
place any of those additional active lines on hold if you so desire.
STEPS:
To place an active call on hold, press the HOLD button. The light associated with the
line on which the call was made will blink.
To retrieve the call, either press the HOLD button again or press the blinking line button.
The call will resume.
INFO: The line button will blink to remind you that you have a call on hold on
that line.
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Section 6: DND – Do Not Disturb
The Do Not Disturb Option forwards all calls immediately to voicemail without ringing the
phone. DND is often used when the owner is going to be away from the phone and doesn’t
want its ringing to annoy others around it. You invoke the DND functionality two different ways:
Set DND Using the phone’s interface
DND for the SIP 200 Phone
STEPS:
1) On the phone, press Menu
2) Use the Down Arrow to move to the Features Option >
Press OK
3) Use the Down Arrow to move to the DND Option >
Press OK
4) Use the Left/Right Arrows to toggle to “Enable”
5) Press OK to save settings
The DND Symbol will show in the phone’s display
DND for a SIP 300 Series Phone
STEPS:
1) On the phone, press the DND softkey. The DND Symbol will show in the
phone’s display
INFO: As calls come in and are sent to the voice mailbox the Missed Call icon
will appear and the message “n Missed Call” will show on the phone’s display
screen (“n” is the number of missed calls)
Set DND Using a Status in the Crexendo Web Portal
– See Statuses for
instructions
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Section 7: Call Waiting
The Call Waiting feature is enabled on your phone. If you are currently on a call, a new call can
still come through to the phone. You will hear a short beep and see the phone’s power light
begin to flash. You can then decide whether to accept the new incoming call.
Accept an incoming call while already on a call
STEPS:
1) Press the OK button. This will put the first call on hold and allow you to speak with the
new caller. To disconnect the second call, press the MENU key and then press the
HOLD key to go back to the 1st call.
You also have the option to switch back and forth between the calls. Press the HOLD
key while speaking with the second caller. The display will now show both calls; use the
Arrow keys to select the caller you wish to speak with and press the OK button. You
can disconnect from the call by pressing the Menu key
Continue on your current call and not answer other incoming calls
Simply ignore them and do not answer. The caller will be directed to your voicemail.
Section 8: Two-Way Conference Calling
1) Your phone has the capability to let you quickly host a conference call with two other
people
STEPS:
1) Dial the first party you wish to include in your conference call
2) Once the first party has answered, press the CONF Key (this will place the first party
on hold)
3) Dial the second party to the call
4) After the second party has answered, press the CONF Key again. All parties should
now be connected
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Section 9: Call History (Dialing From)
Call History is a lot like the Redial function except that it saves the numbers of all calls you
have made and all calls you have received. The Call History list is made up of Dialed calls,
Received calls, Missed calls, and Forwarded calls. You may view, make a call or delete an
entry from the Call History list
Call History Actions on the SIP 200 Phone
STEPS:
1) If the Missed Call icon
is flashing and the “n Missed Call” message appears in the
display, press the OK button to view Call History
2) Use the Up/Down Arrows to navigate through the list of calls.
OR
1) If the phone is idle, press the Up Arrow button to access Call History
2) Use the Up/Down Arrows to navigate through the list of calls.
Call History Actions on a SIP 300 Series Phone
STEPS:
1) Press the History softkey to view Call History
A list of All Calls made or received will appear in the list.
2) Use the Right/Left Arrows to view lists of calls separated by category (Dialed,
Received, Missed, Forwarded)
3) Use the Up/Down Arrows to navigate through the list of calls associated with each
category
4) Press OK to view information about the call including the caller’s Name, Number, Time
of the call and Duration.
Make a call from the Call History List
Dialing from Call History on the SIP 200 Phone
While positioned on the call record, press the OK button to call the number
Dialing from Call History on a SIP 300 Series Phone
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While positioned on the call record, press the Dial softkey to call the number
Section 10: Statuses
Statuses let you change how or whether your phone calls reach you.
Your current Status is always displayed at the
top of the Crexendo Web Portal next to your
username and the phone icon.
Do Not Disturb and Available are default statuses provided automatically by the Crexendo
Web Portal. These statuses cannot be edited or deleted.
A status of Available indicates that calls to your personal extension(s), whether from
another extension or from a direct inbound number associated with your extension, will
ring to your phone.
Selecting the Do Not Disturb status will forward all calls to your voice mailbox without
ringing the phone.
You can easily toggle between the Available and Do Not Disturb Statuses
STEPS
1) Click on the current Status in the “Crexendo” bar at
the top of the page to the right of the phone icon.
(Usually the status displays as “Available”). A
dropdown list of available statuses will display.
2) Click the desired Status; the name of the new
Status will automatically display at the top of the
Web Portal.
INFO: Contact your System Administrator if you wish to create a new Status that
will let you automatically forward your calls to other phone numbers.
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Section 11: Company Directory (SIP 300 Series Phones Only)
Directories are lists of the users on your telephone system and their associated extensions. A
SIP 300 Series phone can import a list of the users on your Crexendo system to a Company
Directory on your phone. You can then page through the list and call the selected user from the
phone.
INFO: Your System Administrator must enable this functionality before a Company
Directory can be displayed.
To view and make a call from the Company Directory:
STEPS:
1) Press the Directory Softkey
2) Use the Down Arrow to move to the Remote Phonebook Option > Press OK
3) Press OK again on Company Directory
You will see “Loading, please wait” while the phone builds your list of Personal
Extensions; The Extension names and associated extension numbers will display in a
list
4) Use the Up/Down Arrows to select the user you wish to call > Press OK
Section 12: Local Directory
In addition to your Company Directory you may add your own Personal Contacts directory to
your phone by typing in the Contact name and phone number information directly on the
phone. This information is stored only on your local phone and is not accessible from any
other device. You may store either four-digit extensions for Users on your Crexendo System or
local or long distance (10-digit) numbers of contacts outside of the system.
The instructions for adding contacts are slightly different depending upon whether you have a
300 Series SIP Phone or a 200 Model SIP phone.
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300 Series Phone
Adding Contacts to your Local Directory
STEPS
1)
2)
3)
4)
Press the DIRECTORY softkey.
Press OK to select the Local Directory
Press the OK button, then press the Add softkey.
Use your keypad to enter the name of the contact. You may have to press a number
key more than once to get the correct letter. For example, to enter the letter L you will
need to press the “5” key 3 times.
5) To enter a space, press the zero (0) key
INFO: You can change the input type format by pressing the Ab3 button again to
switch between Ab3, abd, ABD, or 123 formats.
TIP: If you need to enter the same number or letter twice (e.g. the two L’s in
“Wells”) pause after entering the first letter/number. Once the cursor moves to the
next blank space enter the 2nd letter/number.
6) Press the Down Arrow to move to additional fields to enter phone numbers for this
contact. You may enter Office, Mobile, or Other phone numbers.
7) Press the Save softkey to add this user to your contacts list. The message “Saving
Files! Please Wait” will display briefly
INFO: Contacts will be displayed alphabetically by name.
Correcting Errors
Use the left or right arrows to position the cursor after the letter to be deleted then click the
Delete Softkey. (This key works as backspace.)
Editing or Deleting Contacts
STEPS
1) Open your list of contacts (Directory > Local Directory > Contacts) then use the
Up/Down arrows to highlight the contact to be edited or deleted.
2) Press the Option softkey
To Edit: Using the Up/Down Arrows, highlight Detail and click OK. Arrow to the location
you want to change and delete/add characters as needed.
To Delete: Using the Up/Down Arrows, highlight Delete and press OK. You will receive
a warning message. Press the OK softkey to continue with deleting or the Cancel
softkey to void the deletion.
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Dialing from the Local Directory
STEPS
1) Open your list of contacts (Directory > Local Directory > Contacts) then use the
Up/Down arrows to highlight the desired contact.
2) Press the Dial softkey to initiate the call
If you have entered more than one phone number for this contact you will see a list of their
available phone numbers. Arrow Up/Down to highlight the number to be dialed, then press
the Dial softkey to call that number.
200 Series Phone
Adding Contacts to your Local Directory
STEPS
1) Press the DIRECTORY button. This is the button with the open book and “Ab3” under
the display.
2) Press OK to select the Local Directory
3) Press the Up Arrow so that you see “<NEW ITEM> Add”. Press OK
4) Use your keypad to enter the name of the contact. You may have to press a number key
more than once to get the correct letter. For example, to enter the letter L you will need
to press the “5” key 3 times.
5) To enter a space, press the zero (0) key
INFO: You can change the input type format by pressing the Ab3 button again to
switch between Ab3, abd, ABD, or 123 formats.
TIP: If you need to enter the same number or letter twice (e.g. the two L’s in
“Wells”) pause after entering the first letter/number. Once the cursor moves to the
next blank space enter the 2nd letter/number.
6) Press the Down Arrow to move to additional fields to enter phone numbers for this
contact. You may enter Office, Mobile, or Other phone numbers.
7) When done, press the OK button to add this user to your contacts list. The message
“Saving Files! Please Wait” will display briefly.
INFO: Contacts will be displayed alphabetically by name.
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Correcting Errors
Use the left or right arrows to move to the erroneous character. The character will flash. Press
the “X” key to delete the character. To insert a character, move the cursor to the number or
letter BEFORE the place where you want to insert additional characters. Press OK to save.
TIP: You may also use the “X” key as a backspace.
Editing or Deleting Contacts
STEPS
3) Open your list of contacts (Directory > Local Directory > Contact List) then use the
Up/Down arrows to locate the contact to be edited or deleted.
To Edit: Press the Right Arrow until you see “Edit” then press the OK button. Arrow
Up/Down to locate the name or phone number to be edited for this contact. Use the
Right/Left Arrows change and delete/add characters as needed.
To Delete: Press the Right Arrow until you see “Del” then press the OK button. You will
receive a warning message. Press the OK button to continue with deleting or the “X”
button to void the deletion.
Dialing from the Local Directory
STEPS
3) Open your list of contacts (Directory > Local Directory > Contacts) then use the
Up/Down arrows to locate the desired contact.
4) Press OK to dial the number
If you have entered more than one phone number for this contact you will see a list of their
available phone numbers. Arrow Up/Down to select the number to be dialed, then press
the OK button to call that number.
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Part 4: TROUBLESHOOTING
While rare, problems with your phone can occur. This could be a result of several factors: the
phone itself malfunctions, the loss of or reduced quality of your Internet connection, or
incompatibility in the software/firmware associated with the phone. The following diagnostic
workflow will help with troubleshooting problems you might encounter. Please contact your
System Administrator if you continue to have difficulty making or receiving calls.
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Troubleshooting the Crexendo SIP Phone
Is the Phone On?
YES
NO
YES
Does the phone display the
correct date and time?
NO
• Unplug power from modem and/or
router (if present) then proceed to
connect Internet cables
• Connect power to the modem first
and allow to boot
• Connect power to the router and
allow to boot
• Then connect the phone and allow
to boot
NO
• Is the phone On now?
YES
Is the Internet working on
the PC? Can customer
perform an internet search?
NO
YES
Can the customer make a
phone call from the phone?
Contact your
System Admin
to contact
Internet Service
NO
YES
Check:
Extensions
List,
Numbers List,
User Settings
Success?
Faulty Phone?
Contact your
System Admin
NO
YES
Can the customer receive
phone calls from the phone?
YES
NO
Is Do Not Disturb
enabled on the
phone or in Avail?
NO
YES
Disable DND
Phone
working
successfully
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