PortaBilling Customer Self
PORTA
ONE
$
PortaBilling
Customer Self-care
Interface Guide
©2000-2016 PortaOne, Inc.
All rights reserved
53
Maintenance
Release
Documentation
www.portaone.com
Porta
Billing®
Customer Self-care Interface
Copyright Notice & Disclaimers
Copyright © 2000–2016 PortaOne, Inc. All rights reserved
PortaBilling® customer self-care interface, February 2016
Please address your comments and suggestions to: Sales Department,
PortaOne, Inc. Suite #408, 2963 Glen Drive, Coquitlam BC V3B 2P7
Canada.
Changes may be made periodically to the information in this publication.
The changes will be incorporated in new editions of the guide. The
software described in this document is furnished under a license
agreement, and may be used or copied only in accordance with the terms
thereof. It is against the law to copy the software on any other medium,
except as specifically provided in the license agreement. The licensee may
make one copy of the software for backup purposes. No part of this
publication may be reproduced, stored in a retrieval system, or transmitted
in any form or by any means, electronic, mechanical, photocopied,
recorded or otherwise, without the prior written permission of PortaOne,
Inc.
The software license and limited warranty for the accompanying products
are set forth in the information packet supplied with the product, and are
incorporated herein by this reference. If you cannot locate the software
license, contact your PortaOne representative for a copy.
All product names mentioned in this manual are for identification
purposes only, and are either trademarks or registered trademarks of their
respective owners.
© 2000–2016 PortaOne, Inc. All rights Reserved. www.portaone.com
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Billing®
Customer Self-care Interface
Table of Contents
Preface ............................................................................................................................ 4
Hardware and Software Requirements ............................................................... 5
1.
Introduction ................................................................................... 6
Log in to the Customer Self-care Interface ....................................................... 7
Overview......................................................................................................................... 7
Common Features....................................................................................................... 8
2.
Web Interface.............................................................................. 10
Dashboard.................................................................................................................... 11
My Profile tab.............................................................................................................. 11
IP Centrex tab ............................................................................................................ 12
General.............................................................................................................................13
Extensions .......................................................................................................................13
Sites...................................................................................................................................16
Phone Lines ....................................................................................................................18
Follow-Me Forwarding Mode....................................................................................19
Advanced Forwarding Mode.....................................................................................20
Simple Forwarding .......................................................................................................21
DIDs (External Numbers)..........................................................................................22
Abbreviated Dialing (also known as Speed Dial) .............................................23
Dialing Rules ..................................................................................................................24
Incoming Calls ...............................................................................................................26
Outgoing Calls ...............................................................................................................29
Call Logs ..........................................................................................................................29
Huntgroups.....................................................................................................................30
Call Queue.......................................................................................................................34
Identity.............................................................................................................................36
Music on Hold ................................................................................................................38
Billing Information tab............................................................................................. 39
Billing Summary ............................................................................................................39
General.............................................................................................................................41
Subscriptions..................................................................................................................42
Measured Services .......................................................................................................42
Transactions ...................................................................................................................44
Reports .............................................................................................................................45
Quotas and Services Wallets....................................................................................46
Volume Discounts.........................................................................................................48
Invoices............................................................................................................................50
Make a Payment ...........................................................................................................51
Payment Info .................................................................................................................54
Trouble Tickets tab................................................................................................... 56
3.
How to... ........................................................................................ 57
… define a time period using the wizard?........................................................ 58
… configure multiple pickup groups?................................................................. 60
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Customer Self-care Interface
Preface
This document provides a general overview of the customer self-care
interface.
Where to get the latest version of this guide
The hard copy of this guide is updated upon major releases only, and does
not always contain the latest material on enhancements that occur inbetween minor releases. The online copy of this guide is always up to
date, and integrates the latest changes to the product. You can access the
latest copy of this guide at www.portaone.com/support/documentation/.
Conventions
This publication uses the following conventions:
 Commands and keywords are given in boldface.
Exclamation mark draws your attention to important actions that must
be taken for proper configuration.
NOTE: Notes contain additional information to supplement or accentuate important
points in the text.
Timesaver means that you can save time by taking the action described
here.
Tips provide information that might help you solve a problem.
Gear points out that this feature must be enabled on the Configuration
server.
Trademarks and Copyrights
PortaBilling®, PortaSIP®, PortaUM® and PortaSwitch® are registered
trademarks of PortaOne, Inc.
© 2000–2016 PortaOne, Inc. All rights Reserved. www.portaone.com
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Porta
Billing®
Customer Self-care Interface
Hardware and Software Requirements
Client System Recommendations




OS: MS Windows XP or above, Linux/BSD or Mac OS X 10.6
or above.
Web browser:
o Internet Explorer 11.0 or above, Mozilla Firefox 38 or
above.
o JavaScript, Java and cookies must be enabled.
Spreadsheet processor: MS Excel, OpenOffice Calc,
LibreOffice Calc or Google Sheets.
Display settings: A minimum screen resolution of 1024 × 768.
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Porta
Billing®
Introduction
1. Introduction
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Billing®
Introduction
Log in to the Customer Self-care Interface
Your ITSP will provide you with a URL and credentials for logging in to
the customer self-care interface upon subscribing to their services.
Overview
The customer self-care interface was designed for end users to access their
profile data, check billing information, download invoices and, most
importantly, manage their IP Centrex settings. The front-end design
offers simple and intuitive navigation. This includes an easy-to-use
structure of menus and controls, graphic icons and improved presentation
of information.
For your convenience, the customer self-care interface is divided into four
tabbed sections:
 Dashboard (your home page)
 My Profile
 IP Centrex
 Billing Information
 Trouble Tickets
At the top of the page you can always view billing information such as your
balance, credit limit, etc.
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Introduction
Common Features
Most of the data on the self-care interface is formatted like a page and
sorted into columns. You can go to the next page or the previous page,
jump to the first or last page, or use the
Refresh icon to update any
of the pages. You can also change the number of columns and sort them
in ascending or descending order by clicking your mouse on the name
field of any of these columns. If you point your mouse at the name field
you will see a triangle; click on it and a drop-down menu will appear. You
can choose how to sort your data and add or remove columns by selecting
and clearing corresponding check box in the drop-down menu:
Action Buttons
The top right-hand side of the interface provides you with the following
information and actions:


Your ID and a login name that was used to log in.
The Logout button that terminates your current session on the
self-care interface.
Also, you can change your password here if necessary.
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Porta
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Introduction
In order for changes to take effect when adding / editing information,
you need to click the Save icon on the appropriate page. If you do not
want to save the information entered – just click Cancel.
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Billing®
Web Interface
2. Web Interface
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Billing®
Web Interface
Dashboard
Your home page is organized like a dashboard so that you can easily view
the most important information separated by category into different
panels. In addition, these panels can be moved around, rearranged or
minimized as you wish.
You will see three information panels on the Dashboard tab:
Panel
Recent Calls
Contact
Information
Brief Billing
Information
Description
This table lists the most recent calls and call details
generated by your phone lines (account IDs on the
web interface).
Here you can view your contact info such as address,
email, etc.
This reflects thumbnail billing information such as
your current balance and credit limit.
My Profile tab
The My Profile tab allows you to view and change your personal (or your
company’s) details such as contact information, personal info, password,
etc.
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Group
General
Additional
Information
Settings
Change
Password
Web Interface
Description
Here you can enter general information such as
company name, address, etc.
Here you can define extra information (such as
driver’s license ID or tax code) in addition to
standard information. The fields for this tab are set
by the Administrator.
Here you can choose the language to be used on your
self-care interface.
Here you can change your current password for the
self-care interface.
Enter your mobile number in the Alt. Phone field to receive SMS
notifications.
IP Centrex tab
This tab allows you to manage phone lines, add extensions and
huntgroups and configure other IP Centrex services. Here you can also
modify the options for separate phone lines.
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General
Field
Paging /
Intercom
Paging /
Intercom
Prefix
Extension
Number
Length
Description
Intercom calls enable users belonging to the same
intercom group to use two phones like on-door
speakerphones. Here you can see whether this feature
is enabled or not for your phone line.
This appears only if Paging / Intercom is enabled;
this is a special code that is dialed before the other
extension number to automatically connect both
extensions. When a two-way audio channel is
established, speakerphone mode is immediately
activated on the phone of the party being called.
This sets the maximum speed dial length (also known
as “abbreviated number length”). Please see the
Abbreviated dialing section of this guide.
Extensions
Here you can define a list of extensions for phone lines within your IP
Centrex environment. You can easily add new extensions or change
existing ones without any actual reconfiguration of your phone.
Branch Office extensions can only be added, deleted or modified on the
Main Office self-care interface.
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Web Interface
To add a new extension number, click the Add Extension button and
enter the following information:
 Extension Number – Type the number the end user will dial on
his phone (an extension number should contain only digits).
 Extension Name – Type the logical name for this extension (e.g.
name of the person using this line: “John”).
 Branch Office – Select a branch office to which the extension
will be assigned. Leave this field empty for assigning the main
office’s phone extension. (Note that the Branch Office field is
only available on the Main Office self-care interface).
 Assigned To Phone Line – This is the phone number that the
extension is associated with. Here you should specify one of your
phone lines by selecting it from the list. (Note that each phone
line from the list can only be used once.
 Primary Group – Select the hunt group to which this extension
belongs to allow calls within a group to be picked up by dialing
the group pickup prefix (without specifying the group number).
Make sure that you have assigned the extension to some hunt
group beforehand.
 Published – Clear this check box to exclude certain extensions
from being accessible via dial-by-name (e.g. you do not want telemarketers to directly reach your CEO or CFO because their
names are publicly accessible).
 Recorded Name – You can record or upload a voice prompt
with the actual person’s name for each extension. This can be
used in the Dial-by-name Directory feature. If a caller does not
know the extension number of the person he is trying to reach, he
may look up the called party using the first three letters of his
surname.
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Once all the information is entered, click the Save button.
You can change the extension name and manage phone line assignments
Edit icon.
by double-clicking on that extension number or on the
To remove the extension from the list, click
Delete.
Having saved the new extension, you can choose Primary Group this
extension will belong to by clicking the
Edit icon.
To view and edit information about the extension, click
Configure
next to the extension number. You will see the Edit Extensions page
(note that some details are read-only).
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Web Interface
Sites
A site is a group of customer’s accounts that can be conveniently
managed as a single entity. For instance, all of the phone lines used in a
sales department or in ‘office building A’ can be joined into a single
group. This allows you to apply certain configuration parameters or
service restrictions to the accounts in that group. You can limit the
combined number of simultaneous calls for all accounts of a particular
site. This is useful if, for instance, ‘office building A’ has limited
bandwidth and can only support 30 calls – no more calls will be allowed
in order to avoid severe degradation of the sound quality on all calls in
progress.
Note that even if no customer sites are created, there is the virtual default
site in the system that includes all the accounts that have not been
explicitly assigned to a customer site.
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Field
Site Name
Description
Name for a group of accounts
Limit
Simultaneous
Calls
Engage real-time checks of the number of
concurrent calls made by accounts that belong to
this site. When the specified number of concurrent
calls has already been established (calls are in a
“connected” state) and the account tries to place
another call, that call will be rejected.
Allow only a specific number of concurrent calls
(regardless of their type, such as incoming or
outgoing) for accounts at this site.
Allow only a specific number of concurrent
incoming calls for accounts at this site.
Allow only a specific number of concurrent
outgoing calls for accounts at this site.
Allow only a specific number of concurrent
forwarded calls for accounts at this site.
Codec connectivity profile that will be used for
bandwidth allocation calculation. Every new call’s
allocated bandwidth is calculated by considering a
negotiated codec and its parameters to enable full
use of the available bandwidth and block new calls
if no more bandwidth is available.
Bandwidth utilization limitation to ensure that only
an acceptable number of calls are allowed, in order
to avoid severe degradation of the sound quality on
calls in progress.
Bandwidth utilization limitation for incoming calls.
Max Number of
Simultaneous
Calls
Max Number of
Incoming Calls
Max Number of
Outgoing Calls
Max Number of
Forwarded Calls
Codec
Connectivity
Profile
Max Bandwidth
Max Incoming
Bandwidth
Max Outgoing
Bandwidth
Location
Information
Current Location
Bandwidth utilization limitation for outgoing calls.
Customer’s permanent location for geo-IP fraud
prevention.
Customer’s permanent location. It contains a
country code top-level domain (in iso_3166_1_a2
format, e.g. fr for France, de for Germany etc.)
Allowed Mobility
 Stationary user (constant location)
option can be used if the customer is not
authorized to make calls from various
countries (e.g. as a residential customer
would make calls from his SIP phone). Calls
made from any other country will be
screened.
 The Roaming user (frequent location)
option can be used for customers who
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Web Interface
travel frequently. In this case, a change in
location would be considered acceptable.
Phone Lines
Here you can view the full list of phone lines and configure them if
necessary.
Column
Configure
ID
Idle, days
Available
Funds
Type
Product
Batch
Site
Forwarding
Enabled
SIP
Description
Click Configure to edit the settings for a
particular phone line.
The primary identification for this phone line
(i.e. account ID).
The amount of days the phone line has not been in
use.
The amount of funds available for the user to spend
on services.
The type of phone line. It may either be Debit or
Credit. Debit is usually associated with prepaid cards.
Credit is usually associated with postpaid services.
The product assigned to a particular phone line.
Accounts can be grouped into batches. Each batch
has its own descriptive name. Here you can see the
name of the batch that a particular phone line
belongs to.
The name of the site the phone line belongs to.
The forwarding field shows whether this function is
enabled or disabled for a particular phone line. When
it is enabled, the Yes icon is shown. The field with
an No icon indicates that forwarding is disabled.
When the phone line is used by a phone to register
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IP Phone
Model
Web Interface
with the SIP server, the
Online icon is shown.
Indicates the IP phone that is assigned to a particular
phone line.
You can also view phone lines grouped by batch by clicking
the
Group By Batch button located at the bottom of the page.
You can configure forwarding when it is enabled for the phone line. Just
click the Configure icon next to the phone line to go to the Edit
Phone Line page.
There are several call forwarding modes: Follow-Me, Advanced
Forwarding, Forward to SIP URI and Simple Forwarding.
Follow-Me Forwarding Mode
Using follow-me you can forward calls to multiple destinations. You can
also configure it so that each of these destinations will be used during its
own time period.
1. On the IP Centrex tab, select Forwarding.
2. Click Add New Number.
3. Enter the following information:
 Number – Enter a number for redirecting calls
(e.g. 35644890078).
 Description – A short description for this number.
 Ring for – If a call is not answered, set the number of
seconds it will ring for until it is forwarded to the next
number on the list.
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
Calling Party Display – Choose how to display the
caller’s info during forwarding:
o Select Caller Number and Name to see the
phone number and the name of the original caller.
o Select Caller Number and Forwarder Name to
see the phone number of the caller and the
forwarder’s name (they will be displayed).
o Select Forwarder Number and Name to see the
phone number and the name of the forwarder.

Ring Schedule – Choose the period during which the
number is used.
o Always – Calls will always be forwarded to your
cell phone.
o Only at the following time interval – If you
want to forward calls to a cell phone only during a
specific time period. Click the icon to define
that interval. Please consult the How section for
more information.
4. Click the Save to save the results of your work.
5. Repeat steps 2–4 until all the desired follow-me numbers have
been added.
Advanced Forwarding Mode
This is similar to follow-me mode, but has a few extra options that allow
you to route calls to SIP URI. To do this, follow these steps:
1. On the IP Centrex tab, choose select Advanced Forwarding.
2. Click Add New Number to add the number on which you
wish to receive forwarded calls.
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3. Enter the information needed. The fields are very similar to those
for adding a follow-me number as described in the Follow-Me
Forwarding Mode chapter.
Additional fields that are not available when adding a follow-me
number:
 SIP Proxy – Select SIP proxy from the list.
 Keep Original CLD – Select this check box to ensure
that the originally dialed number is present in the call
information when forwarding a call to another phone line.
 Calling Party Display – Choose how to display the
caller’s info during forwarding:
o Select Caller Number and Name to see the
phone number and the name of the original caller.
o Select Caller Number and Forwarder Name to
see the caller’s phone number and the forwarder’s
name (they will be displayed.)
o Select Forwarder Number and Name to see the
forwarder’s phone number and name.

4. Click
Transport Protocol – This enables you to choose the
UDP or TCP transport protocol. You can use the TCP
protocol instead of UDP for SIP communications for
PBXes that do not support UDP.
Save.
Simple Forwarding
The simplest type of forwarding is when you specify a single phone
number to which all calls will be sent.
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1. On the IP Centrex tab, select Simple Forwarding.
2. Enter the following information:
 Forward To – The number you wish the calls to be
forwarded to.
3. Click the
Save.
DIDs (External Numbers)
On this tab you can allocate DID numbers, either provisioned on-demand
from an external DID provider or via your service provider’s DIDs.
To do this, click the Add DID button at the bottom of the page. In the
Add new DID number dialog box, choose a country and an area in
which you want to purchase a DID, and a DID number. Once the
number is chosen, you will see the applicable fees for using this DID
number.
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As soon as you confirm the new DID number, your number will appear
as unassigned. You can assign this number to the desired account (phone
line) by simply double-clicking it.
Abbreviated Dialing (also known as Speed
Dial)
Here you may define a list of phone extensions for your IP Centrex
environment, plus create abbreviated dialing for external phone numbers.
You can set up dialing rules as an international prefix, outside prefix,
direct number (e.g. 911), or abbreviated dialing for your accounts.
NOTE: To be able to add extensions / abbreviated numbers, you should enter the
maximum length of anticipated digits (e.g. 3 in the case of 123-like numbers) in the
Abbreviated Number Length field.
To add a new abbreviated dialing number, click the
enter the following information:
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Add button and
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Field
Description
Abbreviated # The number the end user will dial on his phone.
# to Dial
The number that the call will be forwarded to.
You may enter the ID of one of your accounts or any
phone number. If you leave this field blank, then the
abbreviated number is considered to be a direct
number, or “dial as is.” This is useful for making sure
that special numbers (e.g. 112) are never converted by
other translation rules.
NOTE: Phone numbers must be entered in the E.164 format.
Description
Description of this abbreviated number, e.g.
“Andrew’s IP phone.”
Dialing Rules
Using this tab, you can define a way of dialing phone numbers that is
convenient to you or your users.
By default, the Dialing Rules feature is disabled. This means that the
system identifies calls arriving from a user as being in the E.164 format. If
the Dialing Rules feature is enabled by your service provider, this will
allow you to define various dial plan parameters such as an international
dialing prefix or area code, feature access codes.
You can selected one of the predefined dialing rules from the list.
To define your own translation rule select Custom Rule from the list.
Verify that for all examples provided (domestic and international calls)
Save.
this is how you want the numbers dialed and click
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You can also review whether a caller’s number will be translated according
to the selected rule for incoming and outgoing calls. (Note that only
administrators can turn the translation feature on and off.)
When the dialing rule is defined with a Perl regular expression, in the
Check Yourself section, type the phone number in the format you are
accustomed to and click Test.
Service features codes
Field
Park Prefix
Description
An end user can dial this access code to park a call.
The default value is *70.
Release Prefix
This access code is available only if call parking is
enabled for the customer.
An end user can dial this access code to retrieve
a call from the parked status.
The default value is *71.
Group Pickup
Prefix
This access code is available only if call parking is
enabled for the customer.
An end user can dial this access code to answer a
call arriving to the other accounts of this customer.
The default value is *40.
This access code is available only if group call
pickup is enabled for the customer.
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Hide CLI Prefix
Web Interface
An end user can dial this code before dialing the
phone number to prohibit the calling number from
being displayed to the called party.
The default value is *67.
Show CLI Prefix
This access code is available only if Hide CLI is
enabled for the account.
An end user can dial this access code before dialing
the phone number to allow the calling number to
be displayed to the called party.
The default value is *68.
This access code is available only if Hide CLI is
enabled for the account.
Incoming Calls
Here you can set the parameters for incoming calls.
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Field
Ext-to-ext call
distinctive ring
Group Call
Pickup
Web Interface
Description
For incoming calls from phones within the IP
Centrex environment, use a ring pattern different
from the default one.
The Group Pickup feature enables an end user to
answer a call arriving to the other accounts of this
customer by dialing a Group Pickup Prefix.


Group Pickup
Prefix
Select Yes to activate group pickup for the
customer.
Select No to make group pickup unavailable
to the customer.
Note that group pickup must be enabled for the
particular huntgroup as well.
An end user can dial this access code to answer a call
arriving to the huntgroup that this end user belongs
to.
The default value is *40.
This access code is available only if group pickup is
enabled for the customer.
Read-only field. For information about how to
configure Group Pickup Prefix, please see the Service
Feature Codes (also know as Feature Access Codes) table in
the Dialing rules section of this guide.
Call Parking
Call parking allows users to put a conversation on hold and then resume it
from a different IP phone. If you enable this feature, you can set the
required parameters for it here.
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Field
Call Parking
Park Prefix
Web Interface
Description
 Select Enabled to activate call parking for the
customer.
 Select Disabled to make call parking
unavailable to the customer.
An end user can dial this access code to park a call.
The default value is *70.
This access code is available only if call parking is
enabled for the customer.
Release Prefix
Read-only field. For information about how to
configure Park Prefix, please see the Service Feature
Codes (also known as Feature Access Codes) table in the
Dialing rules section of this guide.
An end user can dial this access code to retrieve
a call from the parked status.
The default value is *71.
This access code is available only if call parking is
enabled for the customer.
Read-only field. For information about how to
configure Release Prefix, please see the Service
Feature Codes (also known as Feature Access Codes) table in
the Dialing rules section of this guide.
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Outgoing Calls
Here you can view different parameters for outgoing calls (note that this
page is read-only).
Field
Limit
Simultaneous
Calls
Max Number
of
Simultaneous
Calls
Description
This shows whether there is a limit on the number of
concurrent calls that can be made by your phone
lines.
This shows the maximum number of concurrent calls
permitted for your phone lines.
Call Logs
With the help of this feature, the users of IP Centrex services can record
their phone conversations for later playback.
Here you can check whether the Call Recording feature is enabled or
not. When it is enabled, you can view information about calls, listen to
recordings and filter them for / from a certain period.
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Huntgroups
Sometimes there is a need for a call to be delivered to several extensions
at once. With the Huntgroup function – you can easily configure a
scheme for call distribution in such a way that incoming calls are delivered
to one or more assigned extensions.
Branch Office huntgroups can only be added, deleted or modified on the
Main Office self-care interface.
To add a new huntgroup click the Add Huntgroup button and enter
the following information:
 Huntgroup Number – The number the end user must
dial on his phone to reach one or more assigned
extensions.
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

Huntgroup Name – Short descriptive name for this
group of extensions, e.g. “New department.”
Hunt Sequence – The order for delivering a call to one
or more extensions.
o If Order is selected, extensions will be called one
by one from the first (topmost) to the last number
until the call is answered.
o Select Random if you want to use a random
order.
o Simultaneous enables simultaneous calls to every
extension from the list.
o Least Used sorts the phone lines in descending
order beginning with their last usage, and delivers
a call to their extensions, accordingly.
For example, phone line 777111 with extension
111 was last used on 2015-09-11, and phone line
777222 with extension 222 was last used on 201509-09, so the call goes to extension 111 and if it is
not answered, it goes to extension 222.

Caller ID:
o Keep original.
o Set to name and CLI of the huntgroup.
o Replace Caller Info with Huntgroup Name,
keep Caller CLI.

Call Pickup Allowed – Enable this option to allow
extensions to pick up calls made to the members of this
hunt group.
To specify one or several extensions that calls should be delivered to,
follow these steps:
1. Click the Configure icon.
2. Click the Add Extension button on the Included Extensions
tab.
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3. From the Extension Number, select the required extension.
4. Specify the following options:
 Ringing Delay, sec – Delay (in seconds) before the
extension starts to ring.
 Ringing Time, sec – Duration (in seconds) of ring.
 Ignore Follow-me/Voicemail – Select this check box to
disable forwarding (voicemail, follow-me) on the specific
extension for calls made to this huntgroup.
 Set This Group as Primary – Select this check box to
allow the extension owner to pick up calls within that
group by merely dialing the group pickup prefix.
5. Click Update.
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In order for changes to take effect you need to click the Save
button at the bottom of the page
You can also use the Back button to return to the previous menu.
Several huntgroups can be combined into one huntgroup. Go to the
Included Huntgroups tab and choose the required huntgroups to
add from the list of Huntgroup Number. Select the Ignore Followme/Voicemail check box to disable forwarding for calls made to this
huntgroup. Then click Save.
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NOTE: Extension and huntgroup numbers must be different.
Call Queue
This feature allows you to provide a “call center” functionality to your IP
Centrex customers. When a large number of incoming calls from
customers arrive to the auto attendant, PortaSIP® can forward these calls
to the actual agents within a huntgroup (customer service representatives)
in a regulated fashion.
When a new incoming call arrives, it is assigned a position in the queue.
The callers hear announcements about number of callers ahead of them in
the queue and the estimated waiting time. After that, the specified “music
on hold” is played, and every 5 minutes the callers are updated about their
current positions in the queue and the estimated wait time.
Note that estimated wait time is calculated as follows:
 For the new Media Server:
(Average handle time)*(Number of callers ahead).
 For the previous-generation Media Server:
(Average handle time)*[(Number of simultaneous calls made to
the call queue number) – (Maximum number of outgoing calls to
agents)].
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Every call queue contains several configuration parameters:
Field
Huntgroup
Description
When creating a new call queue, a customer must
select a huntgroup so that when a call arrives to the
call queue, it is transferred to the corresponding
huntgroup.
Note: Empty huntgroups are not listed. Add at least one
extension to the huntgroup first.
Maximum
The maximum number of calls that agents can
number of
process simultaneously. You can think of it as the
connected calls number of agents who answer calls made to a call
center (e.g. if you have 5 agents who answer calls
made to Sales, they can process a maximum of 5
calls, simultaneously).
NOTE: This option is used only by the previous-generation
Media Server which uses it to define whether the next call that
arrives to the call queue must be placed on hold or connected
to an agent.
When the number of simultaneous calls made to the call
center exceeds the value defined for this option (e.g. 10 calls
arrived to the call center simultaneously, but there are only 5
agents who answer calls), the Media Server places calls 6–10
on hold within the queue.
When the number of simultaneous calls made to the call
center is fewer than the value defined for this option (e.g. 5
calls arrived to the call center simultaneously and there are 10
agents to answer calls), the Media Server immediately
attempts to connect all calls to agents.
Therefore it’s important to specify a true-to-life number: if you
specify a number that is too low, some calls will be queued
even if there are free agents; if you specify too high a
number, some calls won’t be queued even if there are no
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actual agents to answer them. Subsequently it will be a
regular call for these callers, with no queue announcements.
Maximum
number of
callers allowed
in the queue
The maximum number of calls that can be placed on
hold within this queue.
Announce
estimated wait
time
Music on Hold
When this check box is selected, callers will hear an
announcement about the estimated wait time. Note
When this number is reached, the next call is
disconnected.
Average handle The expected average processing time for each call in
time, minutes
minutes (used to calculate the estimated wait time).
Announce
When this check box is selected, callers will hear an
number of
announcement about number of callers ahead of
callers ahead
them in the queue. Note that this check box is currently
always selected and dimmed.
that this check box is currently always selected and dimmed.
A melody (or announcement) which is played to
users waiting to be connected.
The maximum file size allowed is 3 MB.
Identity
On this page information about your identity (your phone number) is
displayed. Here you can manage the identity that will be used for outgoing
calls made from all of your phone lines.
NOTE: You can only manage the identity if you have been granted special permission
by your service provider.
Column
Override
Description
This option defines the rules for which identity will be
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Identity
Batch
Huntgroup
Site
Web Interface
used for outgoing calls made from all of your phone lines
based on the one supplied by the user’s phone device.
The following options are available:
 Never – This option means that the caller identity
(display number and display name) will be
displayed for the callee exactly as it was
configured by the user on his device.
 If Different From Account ID And Aliases –
The caller identity supplied by the user’s phone
device will be overridden if it differs from the
phone line authorized for the call or any of the
aliases assigned to this phone line.
 If Different From All Customer Accounts –
The caller identity supplied by the user’s phone
device will be overridden if it doesn’t match any
of your phone lines or their aliases.
 If Different From All Accounts in the
Specified Batch – The caller identity supplied by
the user’s phone device will be overridden if it
does not match any of the phone lines from a
specific batch.
 If Different From All Accounts in the Specified
Huntgroup – The caller identity supplied by the
user’s phone device will be overridden if it does
not match any of the extensions from a specific
huntgroup.
 If Different From All Accounts in the Specified
Site – The caller identity supplied by the user’s
phone device will be overridden if it does not
match any of the phone lines from a specific site.
 Always – The identity defined by the caller on his
device will always be overridden by the identity
that you define. This allows you to manually
specify the display number and / or display name
to be used for all of your phone lines.
Specify which batch the phone line that is verified for
identity must belong to (this field is only available when If
Different From All Accounts in the Specified Batch
has been selected).
Specify a huntgroup the phone line that is verified for
identity must belong to (this field is only available when If
Different From All Accounts in the Specified
Huntgroup is selected).
Specify the site the phone line that is verified for identity
must belong to (this field is only available when If
Different From All Accounts in the Specified Site is
selected).
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Identity
Override
Display
Number
Override
Display
Name
Web Interface
Specify the identity that will be used to override the
identity sent by the caller’s device if that one doesn’t
comply with the rules specified in the Override Identity
list.
This allows you to control the “Caller number” – the
number that is visible on the phone display of the called
party. The possible values are:
 Never – The caller’s display number will not be
modified and will be displayed for the called party
as is.
 If Ruled Out by the Identity Constraint – The
caller’s display number is verified according to a
rule set for the identity. For example, when the If
Different From Account ID and Aliases option is
selected in the Override Identity list, and the
caller’s display number doesn’t match the phone
line that is authorized for the call or any of the
aliases assigned to this phone line, the display
number will be overridden.
 If Different From the Used Identity – The
caller’s display number will be overridden if it is
different from the caller identity used for the call.
 Always – The display number will always be
overridden, regardless of the limitations applied to
the identity.
This allows you to override the caller name used by the
calling account. The possible values are:
 Never – The display name defined by the user
will not be modified and will be displayed for the
called party as is.
 Always – The display name defined by the user
will always be overridden.
Music on Hold
Here you can define which music will be used for calls on hold within
your IP Centrex environment.
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Click the
Play On Hold button to enable / disable this feature. To
upload your own music, select a file from your local file system using the
Browse button.
To rename the music file, enter the desired name in the Music Name
field; otherwise the local file name will be used. The uploaded music will
replace the previous entry in the list, and will usually be enabled within 10
minutes of performing this action.
Billing Information tab
Billing Summary
On this page you can view your billing information arranged in five
information panels:
 Brief Billing Information
 Transactions Totals Information
 Invoices Information
 Active Subscriptions
 Volume Discounts
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Field
Brief Billing
Information
Transactions
Totals
Information
Invoices
Information
Web Interface
Description
This reflects your billing info, such as current balance,
credit limit, daily spending limit, etc.
The available information fields are:
 Balance – This shows the customer’s current
balance.
 Daily spending limit – This shows the
amount of money per day that the customer can
spend on services.
 Available daily credit – This shows the
amount that the customer has already spent of
their daily spending limit.
 Spending limit expires – This shows the date
and time when the daily spending limit expires.
 Credit Limit – This shows the customer’s
current credit limit.
This reflects your total transactions (calls, payments,
refunds, subscription charges, etc.)
This section is intended to help you better understand
your invoice status and other billing-related details – a
thumbnail sketch, so to speak, of how much money is
owed, the due date, is there any amount overdue, etc.
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The available information fields are:
 Balance Due – This represents the remaining
amount you must pay for your invoice.
 Last Invoice Due Date – This shows the date
by which the last invoice should be paid. If no
payment is received for this invoice or the
invoice is only partially paid and the due date
has passed, the invoice is considered overdue.
 Last Invoice Amount – This represents the
last invoice total plus whatever unpaid amount
from any and all previous invoices owed by the
customer at the time of invoice generation.
 Overdue Balance – This represents the total
remaining balance for all overdue invoices. The
overdue balance decreases as payments are
received.
 Last Payment Received on – This shows the
amount of the last payment and the date when
this transaction took place.
To view all of the invoices use the See All Invoices
button.
Subscription plans that currently apply to you.
Active
Subscriptions
Volume
Volume discount plans that currently apply to you.
Discounts
General
Field
Tax ID
Description
Your tax ID.
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Send Statistic Defines what kind of xDR statistics should be delivered
to you by email:
 Customer class default – Use the settings for
the customer class.
 Full Statistics – Send a .cvs file with a
complete list of xDRs.
 Summary Only – Do not send a full list of
xDRs, only a brief summary
 Do Not Send – This option prevents the
delivery of event statistics to the customer via
email.
Subscriptions
This tab displays the subscription plans currently being applied to you and
your phone lines. Pending (not yet active) subscriptions are always on the
bottom of the list and highlighted in grey.
Field
Subscription
Description
Subscription plans being applied to you.
Periodic Fee
* (with periodic
fee)
Start Date
Finish Date
This is a recurring fee for a particular subscription.
Default fee and the amount of discount applied for this
subscription.
Subscription activation date.
This shows the date on which this subscription will be
automatically canceled.
Measured Services
On this tab you can view the parameters of allocated resources usage and
their usage statistics.
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Field
Measured
Parameter
Usage Period
Apply Charge
Charge based
on
Free Items
Price per item
Service
Web Interface
Description
The name of the allocated resource that you use and
are charged for.
Represents your billing period. Any billing period can
be selected.
Defines whether or not this resource is free of
charge.
Specifies how charges apply to you for allocated
resource usage.
The criteria are:
 Average – The average amount of the
consumed resource.
 Maximum – The maximum amount of the
consumed resource.
 Minimum – The minimum amount of the
consumed resource.
The number of resources included in your service
bundle.
The price for each unit of consumed resources.
The service associated with this resource.
Statistics window
Statistics are provided per resource. To open the statistics window, click
icon next to the resource name. On the statistics window you will
the
see two graphs.
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The bottom graph displays resource usage data for the last three months;
the upper graph displays a detailed view of the resource usage for a
particular time interval selected from the three-month period below.
To select a time period, click on the start date in the bottom graph and
drag the mouse cursor to the finish date.
The topmost part of the window provides additional information about
the selected metric. The following options are available:
Field
Usage Period
Value
Remaining
Free Items
Applied
Charges
Description
Specify which billing period to see the information
for.
The value of measured resources for the current
billing period. It can be minimum, maximum or
average.
Shows the number of free of charge resources
available from your service bundle.
Displays your charges for the selected billing period.
Charges for the current billing period are not
displayed because this period is not yet closed.
Transactions
Transactions (calls, payments, refunds, subscription charges, etc.) serve as
the primary record of services provided to you.
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This screen allows you to view and download transaction records – for
any desired time period and service.
On the Transactions Filter page you can make an extensible search via:
 A date and time range by clicking the
Calendar icon.
 A certain service type.
 The type of required phone lines (accounts).
 If you want failed transactions to be included in the list, select the
Show Failed Transactions check box.
Set the from / to dates by clicking the
Calendar icon and click the
Show Records button. The result page contains a summary and tables list
all calls and accompanying charges during a specified time period. If you
want to view additional information (charged quantity and amounts due)
for the chosen service(s), click the
Show Details icon.
Click the
Download button to download transaction detail
records in the .csv format.
Reports
The Reports screen allows you to download xDR reports for any desired
time period either in .csv or .pdf formats.
Set the from / to dates by clicking the
icon and press the
Search
button. The resulting page contains a list of xDR reports generated within
a specified time period. Each report is available in .csv and / or .pdf
formats.
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Click the
Download button to download an xDRs report in the
desired format.
Quotas and Services Wallets
This page displays all active quotas and service wallets available for you. To
display the inactive ones, select the Show not active and used up
Discount Plans check box.
Using this page, you can top up your service wallet by credit card. To do
this, select a needed quota from the list and click the Topup button. It
redirects you to the Make a Payment page where you can proceed with
the payment procedure.
To find more extensive information about a particular quota or service
wallet, click on the History button.
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Field
Show not
active and used
up Discount
Plans
Service
Destination
Group
History
Peak Level
Used / Total
Topup
Expiration
Web Interface
Description
Displays the quotas and service wallets with the
Consumed / Used up and Not Yet Active status
applicable to you.
A specific service (voice calls, messaging, data
transfer, etc.) that this quota or service wallet will
apply to.
Information about quotas or service wallets used and
remaining is shown, grouped by destination group
names. Each name represents one group included in
the discount plan assigned to you.
Shows extended information about the discount
plans.
Shows when the quota is used (peak or off-peak
period).
Shows the current value of both consumed and
remaining quotas. The progress bar graphically
reflects how much of the quota has been consumed.
Select a desired bundle from the list located on the
left-hand side and click this button to place an order.
The system redirects you to the Make a Payment
page and shows the fee.
Shows the time left for the quota to be reapplied.
If Never is selected, it means that this quota or
service wallet is for one-time use and will not be
reapplied to you.
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Status
Discount Plan
Precedence
Current
Discount
Used/Total
Expiration
Combine With
Other
Discounts
Web Interface
History
The current status of the discount plans.
 Active – The discount plans that are currently
in use.
 Consumed / Used Up – The discount plans
that have already been used up.
 Not Yet Active – Currently inactive discount
plans.
The name of the discount plan applicable to you.
This is the priority level for the currently used
discount plan that specifies the order in which certain
discounts are to be applied. Discounts with higher
priority take precedence over discounts with lower
priority.
The value of the discount currently applied to you.
Shows the current value of both consumed and
remaining quotas. The progress bar graphically
reflects how much of the quota has been consumed.
The time left for the quota counters to be reset.
Shows the way this discount plan is applicable to a
session in combination with other discount plans.
Volume Discounts
The Volume Discounts group displays all active discounts that apply to
you. To display inactive discount plans, the Show not active and used up
Discount Plans check box must be selected.
Information about volume discounts’ usage history can be obtained in the
Discount History panel, which is visible by clicking the History
button.
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Field
Description
Show not
Displays the volume discounts with Consumed/Used up
active and used or Not Yet Active status applicable to you.
up Discount
Plans
Service
A specific service (voice calls, messaging, data
transfer, etc.) that this volume discount will apply to.
Destination
Information about discounts used and remaining is
Group
shown, grouped by destination group names. Each
name represents one group included in the discount
plan assigned to you.
History
Shows extended information about the discount plan.
Peak Level
Shows when the discount is used (peak or off-peak
period).
Discount
The value of the discount currently applied to you.
Used/Total
Shows the current value of both consumed and
remaining discount volume. The progress bar
graphically reflects how much of the discounted
service has been consumed.
Expiration
Shows the time left for the discount to be reapplied
to you.
If Never is selected, it means that this discount is for
one-time use and will not be reapplied to you.
History
Status
The current status of the discount plan.
 Active – The discount plans that are currently
in use.
 Consumed/Used Up – The discount plans
that have already been used up.
 Not Yet Active – Currently inactive discount
plans.
Discount Plan The name of the discount plan applicable for you.
Precedence
This is the priority level for the currently used
discount plan that specifies the order in which certain
discounts are to be applied. Discounts with higher
priority take precedence over discounts with lower
priority.
Current
The value of the discount currently applied to you.
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Discount
Used/Total
Expiration
Combine With
Other
Discounts
Web Interface
Shows the current value of both consumed and
remaining discount volume. The progress bar
graphically reflects how much of the discounted
service has been consumed.
The time left for the discount counters to be reset.
Shows the way this discount plan is combined with
other discount plans applicable to a session.
Invoices
The Invoices screen allows you to view your last 6, 12, 24 or all invoices.
If you want to include void invoices, just select the corresponding check
box and then click Search.
Invoices cover these parameters:
 No. (invoice number) – The unique identifier for an invoice.
 Period Starts / Ends – The billing period for which an invoice is
issued.
 Due Date – The date by which the payment should be received.
 Period Total – The amount of money that you are supposed to
pay.
 Payments / Adjustments – The sum of payments and
adjustments that has been applied to your balance during the
given billing period.
 Payment status – This specifies one of the following:
o Do Not Pay – The invoice amount is 0, therefore no
payment is required.
o Unpaid – Payment has not yet been received.
o Partially Paid – Payment has been received but in an
amount less than the amount due.
o Paid – Invoice has been paid in full.
o Overdue – Invoice is unpaid and past due.
o N/A – Payment status is not applicable for this invoice.
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Click the
invoice.
Web Interface
View icon in the result list to view or print a particular
Make a Payment
This page allows you to see your current balance and top it up by
choosing one of the available payment methods.
The list of currently supported payment methods is the following:
 Credit or Debit Cards – Allows you to pay using your credit or
debit card. If you have a credit card whose payment characteristics
are recorded in the system, it will be used by default.
 Bank account (eCheck) – Allows paying from your checking
bank account.
 Direct Debit NL – Allows you to perform financial transaction
in which you withdraw funds from a bank account.
 PayNearMe – Allows you to pay for services in cash at any 7Eleven or ACE Cash Express store across the United States. You
need to specify your email to get a PayNearMe payment slip via
email and then print it. The payment slip contains the bar code to
be scanned at a 7-Eleven or ACE Cash Express location. You pay
cash to the store clerk, who then records the transaction – the
payment information is immediately delivered to the service
provider via the PayNearMe network. PortaBilling® records the
transaction and updates your balance so you can immediately start
using the service.
 PayPal – Allows you to pay using your PayPal account.
To make a payment, select the desired payment method (one of the listed
above), specify the amount you wish to pay and click the Pay Now
button to proceed with the payment.
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Pay with Bitcoins
You can also top up your balance with Bitcoins (BTC):
1. In the Amount field, type a top-up amount.
2. Choose New Payment Method and click Next.
3. Choose Pay with Bitcoins and click Next. You will see the topup amount in Bitcoins according to the current exchange rate and
the Bitcoin payment address to where payment must be sent.
4. With a Bitcoin client or Bitcoin wallet online service, send the topup amount from your Bitcoin wallet to this address. For your
convenience, the Bitcoin address can be scanned with a QR code.
5. When the transaction has been submitted, click Done.
6. Once the Bitcoin amount is received, your balance is topped up.
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Taxes upon payment
If you use prepaid services, the taxes for such services are calculated and
added to the amount you are topping up your account by. After you
confirm your payment, your balance is topped up to reflect that actual
amount.
Payment Info
On this page you can set up the preferred payment method and configure
auto payments.
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Preferred Payment Method
In the Preferred Payment Method section you can choose which type
of payment method to use: Credit or Debit Card, Bank account (eCheck)
or Direct Debit NL).
Update your credit card information
If you want to pay with a different credit card, click Edit and enter the
new card information. Click Save to save this new credit card
information.
As soon as you add a new credit card to PortaBilling®, the credit card is
verified. During the credit card verification process, the system performs
an Authorization only transaction instead of an actual charge. The
Authorization only transaction reserves an amount of money on your
credit card for a certain time period. This does not affect your balance in
PortaBilling® or change your credit card balance.
If the verification was successful, this new credit card information is
stored. Further payments and automatic payments (if configured) will be
made using this card.
Auto-Payments
Note that the Auto-Payments section is only active if the Preferred
Payment Method is chosen and all the required information is filled in
for it (for example, credit card information).
The Auto-pay invoices using this payment method allows you to
define whether a credit card should be charged at the end of the billing
period.
To set up automatic payment with a debit or credit card when the balance
crosses a specified threshold, select the Pay check box and specify the
threshold in the second field. When the balance crosses this threshold the
credit card will be charged for the amount specified in the Pay field.
Taxes upon payment
If you use prepaid services and the service provider has enabled the Taxes
upon Payment functionality for you, the taxes for such services are
calculated and applied when your balance automatically tops up.
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Web Interface
The tax amount is calculated based on the amount of the top-up and then
added to the payment sum. Upon successful payment processing, your
balance is topped up by the total charged amount excluding tax.
Trouble Tickets tab
Using the Trouble Tickets tab, you can view a list of recent tickets and
create new tickets within the RT (Request Tracking) system.
To create a new ticket, simply click the
bottom of the page.
© 2000–2016 PortaOne, Inc. All rights Reserved. www.portaone.com
Create Ticket button at the
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How to...
3. How to...
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How to...
… define a time period using the wizard?
With the period definition wizard, you can easily define the time period
for which a number (e.g. a follow-me number) will be used. If you want
the number to be permanently active, click the Always button at the
bottom of the Period Wizard page. Otherwise, define the desired period.
(Times given are based on a 24-hour clock, i.e. 8 p.m. is the same as
20:00.) The Period Wizard is intuitive and lets you configure multiple time
intervals from a single page in just a few mouse clicks. The following
example illustrates the process of creating a period within the Monday–
Friday workweek that starts at 8 p.m. and lasts until 8 a.m. the next
morning:
1. On the Period Wizard page, select 20:00 in the Start Time box
and 08:00 in the End Time box. In the block containing days of
the week select Monday, Tuesday, Wednesday, Thursday,
Friday. In the block containing months click the Select All
Months button.
2. Click the Include New Period button, and this time period will
appear in the Time Periods panel on the right side of the page.
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3. Click Finish to complete the period definition. If you wish to set
another definition for this period, repeat step 1.
4.
Click Save to add a specified time period for the current
forwarding number.
© 2000–2016 PortaOne, Inc. All rights Reserved. www.portaone.com
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Porta
Billing®
How to...
… configure multiple pickup groups?
The multiple pickup groups functionality allows phone lines in the same
IP Centrex environment to be grouped so that phone line owners within
the group may answer each other’s calls by merely dialing a Group Pickup
Prefix on their phones.
Let’s assume that there are two offices working with shared secretarial
services. First you must enable a Group Pickup feature, then configure
two huntgroups and lastly configure the pickup groups within them.
1. On the IP Centrex tab, select Incoming Calls.
2. To enable Group Pickup feature, select Yes from the Group
Pickup list.
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Porta
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How to...
3. Select Dialing Rules. For your current dialing rule, in the Service
Feature Codes area, in the Group Pickup Prefix box, type *77.
Click Save.
4. Select Huntgroups, and add two huntgroups (for how to add
huntgroups, see the section titled Huntgroups).
 To the first huntgroup 88 (e.g. Sales Department) add the
required extensions: 222, 333 and the secretary’s 999
extension. Define huntgroup 88 as primary for extensions
222 and 333. Make sure the Call Pickup Allowed is
enabled for the huntgroup.
 To the second huntgroup 99 (e.g. Support Department)
add extensions 444, 555 and the secretary’s 999 extension.
Define huntgroup 99 as primary for all these extensions –
444, 555 and 999. Make sure the Call Pickup Allowed is
enabled for the huntgroup.
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With these settings the following scenario is possible: There is an
incoming call to extension 444. The secretary (extension 999) can dial
*7788 to pick up the call (because 444 is in their non-primary group, thus
*77 won’t work. They have to dial the group pickup prefix and the
number of huntgroup). To pick up an incoming call to the extension 222
the secretary can dial *77 because extension 222 is in their primary group.
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