Conway | Digital Telephone | Business Telephone User Guide

Business Telephone User Guide
Business Telephone
User Guide
1
Proud to provide Conway’s Electric, Water, Cable, Internet and Telephone services.
Welcome to Conway Corporation
Business Telephone Service
We take pride in providing superior and reliable
voice services to our valued business customers.
This booklet should answer any questions you may have regarding Conway
Corporation’s Business Telephone service, including how it works,
installation instructions, and how to use some of the main features.
For information on additional features and options available,
please go to your online Account Portal at
https://phone.conwaycorp.com or call 501-450-6000.
Primary Business Line telephone number:
______________________________________
Telephone number will serve as account portal username.
Password: ______________________________________
Inside this Booklet
General Information
What is Business Telephone Voice Services?
3
Making Calls with Business Telephone Services
Important 911 Information
3
4
Getting Started
Customer Quick Start Business Guide
How to Access Voicemail
5
6
Features of Business Telephone Services
Features Overview
Anonymous Call Rejection
Call Forwarding
Always
Remote Access
Busy
No Answer
Selective
Not Reachable
Call Hold
Call Return
Call Transfer
Call Waiting On/Off
Call Park
Call Pickup
Inbound Caller ID Delivery
Inbound Caller Name Delivery
Outbound Caller ID Blocking
Connected Line ID Restriction
Last Number Redial
Do Not Disturb
Speed Dial
Speed Dial 100
Three-Way Calling
Automatic Callback
Selective Call Acceptance/Rejection
Sequential Ringing
+ Voicemail Management
8
8
9
9
9
10
10
11
12
12
13
13
13
14
14
14
14
14
15
15
15
16
17
18
18
18
18
19
What is Conway Corporation Business Telephone
Services?
Conway Corporation Business Telephone services allows you to make and receive
calls over computer networks like the Internet while still using the same telephone
equipment you already have. VoIP (Voice over Internet Protocol) converts analog
voice signals into digital data packets and supports real-time, two-way transmission of
conversations using Internet Protocoal.
Making Calls with Business Telephone
You can make calls by dialing the number on your phone, as you always have.
For calls within your area code, you may dial 7, 10 or 11 digits.
Example: 555-1212, 859-555-1212 or 1-859-555-1212
When dialing outside your area code, you may use 10 or 11 digits.
Example: 859-555-1212 or 1-859-555-1212
To activate the International calling feature you will need to contact Conway
Corporation Customer Service at 501-450-6000 or email comments@conwaycorp.net.
To place international calls, dial as you would with a standard analog telephone.
(International Access Code + Country Code + City Code + Number)
Example: 011 + 39 (Italy) +81 (Naples) +Number
To answer a call pick up your phone’s handset like you always have.
3
Important 911 Information
While the 911 system through Conway Corporation’s Business Telephone services
will work very similarly to your standard analog telephone, there are a few important
differences of which you need to be aware.
•
If you move locations, you will need to call our support line at 501-450-6000 to
update your information. It may take a few days to activate and change your 911
feature, so please think ahead when planning a move.
•
Electrical or broadband outages can prevent 911 dialing with our system. As your
phone service is relying on both your broadband connection and electrical power,
if these go out, so will your Business Telephone service. Once the power and
broadband connection returns, your system will function properly again.
Additional 911 information is available on the Account Portal for you to read and
reference. Please be safe and read all material related to this issue.
Learn more at: https://phone.conwaycorp.com
4
Customer Quick Start Business Guide
How to Log into your Account Portal as the Main Account Holder. The Main
Account Holder is the email address assigned on the SIPS business account. You will be
using the email address as the USER NAME in SIPS.
You can login to your Account Portal and configure all the User Features that Business
Digital Phone Service has to offer by doing the following:
1.
Open your web browser and point it to your account portal (https://phone.
conwaycorp.com)
2.
Select on left side of the screen “Forgot Password” link.
3.
In Password Reset Screen enter Username of Main Account Holder’s email
address.
4.
Your password will be emailed to you within 30 minutes.
5.
Once you have received the email with the temporary password, click on the link.
6.
The Main Account Holder is prompted to enter an email address as the User
Name and the temporary password that was emailed to you as the password (see
step 5).
7.
When you log in for the first time you will be prompted to create a 4 digit CPNI
(customer proprietary network information) security code. This verifies your
identity when requesting a change from our Business Services department.
8.
The Change password screen prompts you to put in Current password (see Temp
password Step 5), and your new password. The new password must be at least 6
characters and contain at least 1 number, and 1 lower case and 1 upper case.
9.
You should now be on the Account Summary Page. To configure User Features
click on the Features tab on the top of the screen.
10. ***When on the Account Summary Page, if you have multiple accounts
(Residential lines and Business lines) tied to one email address, you need to click
on each product Package Name and input CPNI code for each package.
5
How to Log into your Account Portal
as the Sub Account Holder
1.
All other Sub Account Holders in the group will sign in with their phone
numbers.
2.
“Phone number login” users cannot sign into the Account Portal until the Main
Account Holder has provided an email address and new password.
3.
Sub Account Holders who sign in with their phone numbers are not permitted
to change their account info. The account portal will display a message advising
these users to contact their Company’s Main Account Point of Contact for
changes.
How to Access Voicemail
All of your business lines have voicemail attached and you may need to use the Account
Portal to deactivate any unneeded voicemailboxes.
Accessing the Voicemail System for the First Time
1. Choose the line you’re trying to access voicemail from, and dial that phone
number (or, from any line, dial *62 and follow the prompts). The default pass
code is 4227
2. Enter a new pass code at the voicemail prompt
3. Re-enter the same new pass code at the prompt
4. If your new pass code is accepted, you will hear
“your password has been changed successfully”
5. Press the # key
Once in the system, you will hear “Welcome to your Voice Messaging System. If you
are not calling from your own phone press the * key.”
Hint: To eliminate the need to dial your own phone number when accessing your
voicemail, please refer to the Speed Dial instructions on page 17. You can set your
own phone number as a speed dial code.
6
Accessing Voicemail
From any phone, dial your phone number
1. Press * to access your voicemail, once your recording picks up
2.
Enter your pass code at the prompt
Voicemail Main Menu
1. To listen to your messages, press 1
2.
To change your mailbox busy greeting, press 2
3.
To change your mailbox no answer greeting, press 3
4.
To compose and send a new message, press 5
5.
To delete all messages, press 7
6.
To go to the CommPilot Voice Portal press the * key
7.
To repeat this menu, press the # key
While Listening to the Messages Menu
1. To save this message, press the # key
2.
To erase this message, press 7
3.
To repeat this message, press 2
4.
To go back to the previous message, press 4
5.
To play the message envelope, press 5
6.
To go to the next message, press 6
7.
For additional options, press 9
8.
To go back to the previous menu, press the # key
7
Features Overview
On the Home page of the Account Portal, you will see the “Features Configuration”
button where you can choose features like Call Forwarding, Simultaneous Ringing, etc.
Below is a list of our top features:
• Anonymous Call Rejection
• Call Forwarding Always
• Call Forwarding Selective
• Call Forwarding Not Reachable
• Call Waiting
• Do Not Disturb
• Speed Dial
• Simultaneous Ringing
• Three-Way Calling
• Voicemail Management
The following pages contain instructions for configuring these listed features. Refer to
the online Account Portal for support and information about additional features and
options. You must choose the appropriate phone line to enable each feature.
Anonymous Call Rejection (*77)
Use this feature to prevent or allow calls from callers who have blocked their phone
numbers from being identified. Blocked callers hear a message notifying them that their
calls are being rejected.
From Your Phone
Anonymous Call Rejection can be activated using your phone. To do this dial *77.
Your calls remain forwarded until you dial the deactivation code (*87).
From Your Account Portal
You can activate this service at any time and configure it from your Account Portal.
Steps
Details
Turn Anonymous Call
Rejection on or off
Click “On” or “Off.” When on, Anonymous Call
Rejection prevents calls from callers who have chosen
to block the identification of their phone numbers.
These callers hear an automated message that their call
is being denied because of the block. The default for
this service is “Off.”
Save your changes
Click Apply to save your changes.
8
Call Forwarding
Call Forwarding Always (*72)
Use this feature to activate and edit the options for the Call Forwarding Always (CFA)
service. The Call Forwarding Always service allows you to redirect your incoming phone
calls to another number, such as a mobile phone or administrative assistant. Variations
of Call Forwarding include Call Forwarding No Answer and Call Forwarding Busy.
Unlike those services, Call Forwarding Always redirects all of your calls, not just those
received when you do not answer or when you are talking on your phone.
From Your Phone
Call Forwarding Always can be activated, and its options changed, using your phone.
To do this dial * 72, followed by the phone number to which you wish your calls to be
redirected. Your calls remain forwarded until you dial the deactivation code (*73).
From Your Account Portal
Call Forwarding Always can also be activated, or its options changed, using your
Account Portal.
Steps
Details
Turn Call
Forwarding
Always on or
off
Click “On” or “Off”. When on, Call Forwarding Always
forwards all your incoming calls to the phone number you
entered in the “Calls Forward to” text box.
Confirm or
enter the phone
number
Add the forward-to number in a valid format (no dashes,
parentheses, or spaces are necessary) and click Apply. Please
note: Forwarding to an international number will not be
accepted.
Select whether
to play a ring
reminder
The “Play Ring Reminder when a call is forwarded” check
box causes the service to play a short ring burst on your phone
when a call is forwarded. No ring reminder is played if this box
is not checked.
Save your
changes
Click Apply to save your changes.
Call Forwarding Remote Access
You can activate or deactivate Call Forwarding Always via your voicemail. Simply press
* in the main menu, then select option 4.
9
Call Forwarding Busy (*90)
Use this feature to activate and edit the options for the service.
The Call Forwarding Busy service enables you to redirect calls to another destination
when an incoming call encounters a busy condition. If activated, you must specify the
forwarding number.
From Your Phone
Call Forwarding Busy can be activated and its options changed, using your phone.
To do this dial *90 followed by the phone number to which you wish your call to be
redirected. Your calls remain forwarded until you dial the deactivation code (*91).
From Your Account Portal
Call Forwarding Busy can also be activated, or its options changed, using your Account
Portal.
Steps
Details
Turn Call
Forwarding Busy
on or off
Click “On” or “Off”. When on, Call Forwarding Busy
forwards all your incoming calls to the phone number you
entered in the “Calls Forward to” text box.
Confirm or
enter the phone
number.
To edit or delete a phone number, enter the applicable phone
number, in a valid format (no dashes, parentheses, or spaces
are necessary) and click Apply. Please note: Forwarding to an
international number will not be accepted.
Call Forwarding No Answer (*92)
Use this feature to activate and edit the options for the Call Forwarding No Answer
service.
The Call Forwarding No Answer service enables you to redirect calls to another
destination when an incoming call is not answered within a specified number of rings.
If activated, you must specify the forwarding number and the number of rings before
forwarding.
From Your Phone
Call Forwarding No Answer can be activated, and its options changed, using your
phone. To do this dial * 92, followed by the phone number to which you wish your calls
to be redirected. Your calls remain forwarded until you dial the deactivation code (*93).
10
From Your Account Portal
Call Forwarding No Answer can also be activated, or its options changed, using your
Account Portal.
Steps
Details
Turn Call
Forwarding No
Answer on or off
Click “On” or “Off”. When on, Call Forwarding No Answer
forwards all your incoming calls to the phone number you
entered in the “Calls Forward to” text box.
Confirm or
enter the phone
number.
To edit or delete a phone number, enter the applicable phone
number, in a valid format (no dashes, parentheses, or spaces
are necessary) and click Apply. Please note: Forwarding to an
international number will not be accepted.
Select Number
of Rings
Specify the number of rings you would like to occur before
the call is forwarded.
Save your
changes
Click Apply to save your changes.
Call Forwarding Selective
Call Forwarding Selective allows you to forward specific calls matching your predefined criteria to a different phone number. Use this service to forward calls from
your manager, a family member, or an important customer to your cell phone, alternate
business phone, or home phone. The criteria for each Call Forwarding Selective entry
can be a list of up to 12 phone numbers or digit patterns and a specified time schedule.
All criteria for an entry must be satisfied for the call to be forwarded (phone number
and day of week and time of day). If the call is not forwarded, the call continues as if
this service was not turned on.
From Your Account Portal
Call Forwarding Selective can be activated, or its options changed using your Account
Portal.
Steps
Details
Add Default
Call forward to
phone number
Enter the default forward to number.
11
Add Call
Forward
Selective Entry
Add Description, Select Time Schedule, choose to use default
forward phone number or forward to default number.
Choose between Calls from Any Phone Number or Any
Private Number or Any Unavailable Number or up to 12
Specific Phone Numbers, then Click Add.
Activating and
Deactivating
Call Forward
Selective Service
Once the Call Forwarding Selective entry has been added
click the check box under the active column to activate or
deactivate.
Call Forwarding Not Reachable (*94)
Call Forwarding Not Reachable automatically forwards your incoming calls to a phone
number of your choosing, when activated, if the device your phone is connected to loses
contact with our Business Telephone system.
From Your Phone
Call Forward Not Reachable can be activated and its options changed, using your
phone. To do this dial *94 and enter the phone number you wish your call to be
redirected to during an internet outage. Dial *95 to deactivate this service.
From Your Account Portal
Call Forwarding Not Reachable can be activated, or its options changed using your
Account Portal.
Steps
Details
Turn Call
Forwarding Not
Reachable on
or off
Click “On” or “Off” then click Apply.
Adding the
Forward To
number
Type in the number and click Apply.
Call Hold
Press the flash hook key and the call will be placed on hold. Hit the flash hook key
again to remove the call from hold.
12
Call Return (*69)
Use this feature to call the last party who called your number, whether or not the call
was answered.
From Your Phone
Call Return can be accessed using your phone. Simply dial * 69. If you wish to hear
an audio playback of the number of the last caller, press * 69, then option 1 when
prompted.
Call Transfer
Use this feature to transfer a call to another party. Use the flash key to place the call on
hold then dial the telephone number you wish to transfer to.
To announce the call before it is transferred, wait until the party answers and inform
them about the call before hanging up to complete the transfer.
The call transfer may also be completed without announcing (blind transfer) by
hanging up when the number has been dialed and starts ringing.
Call Waiting On/Off
Use this feature to turn the Call Waiting service on or off. This service allows you to
decide whether phone calls in progress can be interrupted by other calls.
NOTE: This service is not available with all access device types.
From Your Phone
Call Waiting can be deactivated from your phone for individual calls by dialing *70
before dialing your called number.
From Your Account Portal
Call Waiting can be activated, or its options changed, using your Account Portal.
Steps
Details
Turn Call
Waiting on or
off
Click “On” or “Off”. When this service is on and you receive
a call while another call is already in progress, you will hear
a beep. You can put the first call on hold to answer the
incoming call. When this service is turned off, the caller hears
a busy tone. The default for this service is “On”.
Save your
changes
Click Apply to save your changes.
13
Call Park
This feature allows you to park a call in a select group for anyone in that group to pick
up. Use * 68 to park a call, and * 88 to retrieve a call.
Call Pick Up
Allows all in bound unanswered calls to be picked up by other members of the call
group regardless of whether the called member has active or held calls.
Inbound Caller ID Delivery
A caller’s identity (phone number) will be displayed (if available).
Inbound Caller Name Delivery
A caller’s name will be displayed (if available).
Outbound Caller ID Blocking [*67]
Caller ID Delivery Blocking allows you to block your number from being shown when
you’re calling other numbers.
From Your Phone
You can block outbound calling on a per call basis by Pressing *67 before making any
call.
From Your Account Portal
Outbound Caller ID Blocking can also be turned on or off using your account portal,
turning on this feature in the portal blocks all calls until it is turned off.
Steps
Details
Turn Outbound
Caller ID
Blocking on
or off
Click “On” or “Off”. When on, Caller ID Blocking prevents
your phone from being displayed during outgoing calls. The
default for this service is “Off.”
Connected Line ID Restriction
Caller ID Delivery Blocking allows you to block your number from being shown when
receiving a call.
From Your Account Portal
Select “Connected Line Identification Restriction” in the Features list, click “on”, then
click “Apply”.
14
Last Number Redial (*66)
Use this feature to redial the last number you called. Simply dial *66 from your phone.
Do Not Disturb (*78)
To Cancel (*79)
Use this feature to prevent your phone from ringing. Callers are sent to Voicemail or
another specified location, such as a number indicated by the Call Forwarding Busy
service.
From Your Phone
The Do Not Disturb service can be activated, or options can be changed, using your
phone. To do this, dial *78. To deactivate, dial *79.
From Your Account Portal
Do Not Disturb can also be activated, or its options can be changed, using your account
portal.
Steps
Details
Turn the service
on or off
Click “On” or “Off”. The default for this service is “Off.”
Select whether
to play a ring
reminder
The “Play Ring Reminder when a call is blocked”
check box causes the service to play a short ring burst if
checked. No ring reminder is played if not checked. A
ring reminder is played if this service blocks a call while
this check box is checked. The ring reminder is a short
ringing burst, 500 milliseconds in duration.
Save your
changes
Click Apply to save your changes.
Speed Dial (*74)
Use this feature to program numbers for Speed Dial. This service allows you to associate
single digit codes to frequently dialed or hard to remember phone numbers. You can
dial a speed dial code instead of the full number to place calls. To use speed dial from
your phone, dial the speed dial code number, then #. For example, to call the number
associated with Speed Dial Code 6, dial 6#.
From your phone, Speed Dial can also be programmed by dialing *74. For example, *74
3 8595551212 programs Speed Dial Code 3 to dial 859-555-1212.
15
From Your Account Portal
Speed Dial can also be activated, or its options can be changed, using your account
portal.
Steps
Details
Enter a phone
number
Type a complete phone number, including a country
code, if necessary for dialing on your system.
Enter a name
Type a name or description for the speed dial code. This
name does not affect the operation of the speed dial code.
It is just a convenience to help you remember why the
speed dial code was programmed. If a speed dial code
is programmed using *74, then the “Name” text box is
blank.
Save your
changes
Click Apply to save your changes.
Speed Dial 100 (*75)
This feature allows you to set up to 100 speed dial phone numbers that can be dialed
with the push of a few buttons.
From Your Account Portal
Speed Dial can also be activated or its options can be changed, using your account
portal.
Steps
16
Details
Select “Speed
Dial 100” from
the Feature list.
Click “Add” to set up a new number. First you may
select which “Speed Code 100” prefix you would like to
assign the number to. Next, you may enter a description
and then the phone number. Click “Apply” once you’re
finished to save your progress.
Repeat the process for as many new numbers (up to 100)
that you’d like to add.
From Your Phone
Dial *75, then dial the 2-digit code you wish to program (i.e. 02), followed by the
number you wish to have dialed. Press # when complete. A successful confirmation
announcement should then play. To dial the previously provisioned speed dial code, dial
the code then # (i.e. 02#).
Three-Way Calling
Use this feature to create a three-way call. When this service is assigned, you can place a
three-way call using the flash-based services.
From Your Phone
Steps
Details
While engaged
on call
Press Flash hook on phone. The initial call is placed on
hold.
Enter phone
number
Enter complete phone number or extension of third
party. You can press # to signal the end of the phone
number or extension.
Press flash hook
When this third party is connected, press flash hook
again. All parties will then be connected in three-way call.
Press flash hook
To drop the third party, press the flash hook again.
Hang up
If either of the two parties hangs up, your call with the
remaining party is intact. If you hang up, the other two
parties remain connected.
Automatic Callback
Use this feature if you receive a busy signal and wish to monitor the busy party (within
17
the same call group) and automatically establish a call when the busy party becomes
available.
From Your Phone
To use Automatic Callback, enter the appropriate digit as prompted by your phone
system when you receive a busy signal.
Selective Call Acceptance/Selective Call Rejection
Selective Call Acceptance and Selective Call Rejection allows you to define criteria
that causes certain incoming calls to be allowed or blocked. If an incoming call meets
your specified criteria for acceptance, the call is allowed to complete. All other calls
are blocked and the caller is informed that you do not wish to receive the call. If an
incoming call meets your specified criteria for being blocked, the call will not be
completed. Criteria can be based on incoming caller identity, time of day, and day of
week. Multiple criteria sets can be defined.
From Your Account Portal
Selective Call Acceptance can also be activated, or its options can be changed, using
your account portal.
Steps
Details
Add Selective
Call Acceptance
or Rejection
Entry
Add Description and select Time Schedule. Choose
between Calls from Any phone number or Any Private
Number or Any Unavailable number or up to 12 Specific
Phone Numbers, then Click Add.
+ Sequential Ringing
Use this feature to define a “find me” list of phone numbers that are alerted sequentially
for incoming calls that match specified criteria. While the service searches for the
user, the calling party is provided with a greeting followed by periodic comfort
announcements. The caller can also interrupt the search to leave a message.
From Your Account Portal
Sequential Ringing can also be activated, or its options can be changed, using your
account portal.
Steps
18
Details
Set up Sequential Ringing
Add Description and select Time Schedule. Choose
between Calls from Any phone number or Any
Private Number or Any Unavailable number or up
to 12 Specific Phone Numbers, then Click Add.
Use Base Location First
If you want your base line to be the first location
to ring, check the Base Location box to set up then
click Apply.
Number of Rings for Base
Location
Choose the number of rings for Base Location then
click Apply.
Skip Search Process
If you check Skip Search Process box, it will enable
callers to skip the search process and leave a message.
Enter Secondary Search
Locations
You can enter telephone numbers for up to five
Search Locations and the number of rings for each.
+ Voicemail Management
Voicemail Management allows you to specify how to handle your voice messages. You
can retrieve voice messages by using your phone or you can choose to send messages
directly to your e-mail (not using the phone).
From Your Account Portal
Voicemail can be activated, or it’s options changed using your Account Portal.
Steps
Details
Turn your Voice
Messaging service on
or off
Click “On” or “Off”.
19
Indicate how you
want to use the voice
messaging service in the
“When a voice message
arrives...” section
If you want to retrieve voice messages using your
phone and your e-mail account, select “Use Unified
Messaging”.
When using Unified Messaging, you can check the
“Use Phone Message Waiting Indicator” box. This
option provides a stuttered dial tone (and blinking
light on some phones) to inform you when you have
messages waiting.
If you always listen to your voice messages using your
e-mail account and do not use the phone retrieval
option, select “Forward it to this e-mail address:” and
provide the e-mail address where you want your voice
messages to be sent.
Indicate whether you
want to be notified by
e-mail of new messages
If a check mark appears in the “Notify me by e-mail
of the new voice message at this address:” box, a
short e-mail message informing you about the new
caller and date/time of the message is sent. In the text
box, type the e-mail address where you want these
notifications to be sent.
Indicate if you want a
carbon copy of your
messages
If you want a carbon copy of your messages to be sent
to another e-mail address, check the “E-mail a carbon
copy of the voice message to:” box and provide the
e-mail address where you want the copy to be sent.
Indicate whether
callers have the option
to transfer to another
number instead of
leaving a voice message
If a check mark appears in the “Transfer on ‘0’ to
Phone Number:” box, callers can press 0 during your
outgoing voice message and be transferred to another
number, such as a mobile phone or auto attendant.
If a caller presses 0 while recording a message, the
recording is aborted, no message is left and the caller
is transferred.
Save your changes
Click Apply to save your changes.
20
* Feature Access Codes
*72
Call Forwarding Always Activation
*73
Call Forwarding Always Deactivation
*90
Call Forwarding Busy Activation
*91
Call Forwarding Busy Deactivation
*92
Call Forwarding No Answer Activation
*93
Call Forwarding No Answer Deactivation
*67
Caller ID Delivery Blocking per Call
*65
Caller ID Delivery per Call
*69
Call Return
*70
Cancel Call Waiting (per call)
*94
Call Forwarding Not Reachable Activation
*95
Call Forwarding Not Reachable Deactivation
*78
Do Not Disturb Activation
*79
Do Not Disturb Deactivation
*77
Anonymous Call Rejection Activation
*87
Anonymous Call Rejection Deactivation
*75
Speed Dial 100
*11 Broadworks Anywhere
(pulling call to alternate phone)
©2013 Information within subject to change without notice.
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertising