CommPortal User Guide - FairPoint Communications

CommPortal User Guide - FairPoint Communications
CommPortal User Guide
INTERNAL USE ONLY – CONFIDENTIAL AND PROPRIETARY: The materials contained in this document were created
for internal use only and may contain highly sensitive confidential and proprietary information and trade secrets (the
“Confidential Materials”). You are not to provide the Confidential Materials, an excerpt, or any summary thereof to any
third party. Any disclosure of the Confidential Materials must be limited to those employees with a need to know. Any use
of these materials other than as intended or authorized herein is a violation of company policy.
Welcome
FairPoint Communications’ Hosted PBX provides a whole new level of control over your
voice communications. Hosted PBX comes with many powerful, easy-to-use call
management features. You can turn on features like Call Forwarding and Do Not
Disturb, set up voicemail to email notification and delivery, review an online list of your
incoming and outgoing calls, and listen to voice mail messages.
With just a few clicks, you can manage your calls online. Make a call simply by clicking
on a phone number. Allow incoming calls to ring both your office phone and your cell
phone simultaneously. Forward calls to another number by using your computer.
To get started, read this guide carefully, so you’ll be able to get the most out of all the
new and exciting features of FairPoint’s Hosted PBX service.
1) PC System Requirements
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Operating System – Microsoft® Windows 2000, Windows XP, Windows Vista,
Windows 7
Apple® MAC OS X, Version 10.6 and 10.7
Browser – Internet Explorer® 6.0 or above; Firefox 3.0 and above; Safari 5.0 and
above (MAC only); Google Chrome (Windows XP, Windows Vista, Widows 7 only)
Plug-ins – Macromedia Flash Plug-in® 7.0 or above
JavaScript must be enabled on your browser
2) Accessing CommPortal
1. To access CommPortal, go to: https://myphone.ptldme.fpviper.com (Figure 1)
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Figure 1 - Login
2. Enter your 10-digit phone number
3. Enter your CommPortal password
a. your starter Password will be provided by your FairPoint Hosted Support
Consultant
4. Click Login
5. For security, be sure to change your starter password right away using directions
provided in the settings section of this guide
3) CommPortal Overview
When you first login, the CommPortal dashboard provides a quick, at-a-glance summary
of your messages, missed calls, contacts and phone settings (Figure 2). Along the top of
the window you will see a series of tabs used to access the powerful options within
CommPortal.
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Dashboard - the at-a-glance summary you see at login
Messages & Calls - see all of your voice & fax messages, and the calls you’ve
made, answered or missed
Contacts - add and view all of your contacts & their phone numbers
Call Manager* - configure the services on your phone line, like Call
Forwarding & Selective Call Rejection
Applications* - download any applications that you have purchased with
your service
Groups+ – see all Call Pick-Up Groups and Multi-Line Hunt Groups (MLHG)
that your line is a member of
Settings - access numerous other options, such as changing your PIN,
selecting voice mail notification options, selecting some mailbox options, and
creating Reminders
++ Features available in these tabs will vary based on the type of line you have
purchased.
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++ The Groups tab is displayed only if your line is a member of a CPUG or MLHG.
Figure 2 - Dashboard
4) Click-to-Dial
You can make a phone call from any tab within CommPortal using the click-to-dial icon
that appears at the top of every page.
To make a click-to-dial call from CommPortal:
1.
2.
3.
4.
Click on the Call icon.
Enter the number you want to call in the window that pops up (Figure 3).
Click Dial.
A box will open letting you know that the call is being placed and system will ring
your phone.
5. As soon as you answer, the number you are calling will ring.
6. Note: While the number you have called is ringing, you will see the message:
“Ringing 3rd party.” Once the call is answered, you will see the message
“Connected”.
Click-to-dial also allows you to make calls using any phone while making the calls appear
to come from your business line. This other phone could be your cell phone, a
payphone, or your home number.
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To make a click-to-dial call from another phone:
1.
2.
3.
4.
Click on the Call icon.
Select Change
Enter the number you want to call in the window that pops up (Figure 16).
Note: Remember to enter that number based on the dial plan of your Business
Group. For example, to call from a local number that is not part of your group,
you should use 9+ the 7 digits or to call from another extension in your business,
you might enter the 3 digit extension number.
5. Click Dial.
6. A box will open letting you know that the call is being placed and the system will
ring your phone.
7. As soon as you answer, the number you are calling will ring.
Figure 3 – Click-to-Dial
5) Dashboard
The CommPortal dashboard provides a quick, at-a-glance summary of your messages,
missed calls, contacts and phone settings (Figure 2). In the top left corner of the
Dashboard, you can see if you have any new voice messages (Figure 4).
To view and listen to new messages from the Dashboard:
1. Click on the messages link.
2. This link takes you directly to the Messages & Calls tab.
3. Review messages as described in the Messages & Calls section of this guide.
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Figure 4 – Message Summary
In the lower left corner of the Dashboard, you will see a list of missed calls (Figure 5).
To return a missed call using click-to-dial:
1. Click on the missed call.
2. Select the desired option from the pop-up menu.
Note: You can return the call from your phone or from another number.
Depending on the type of service you have purchased, you may also be able to
add these callers to your VIP Callers list or to your Unwanted Callers list.
3. If you choose to make the call from another number, enter that number in the
dialog box and click Dial.
4. A box will open letting you know that the call is being placed.
5. Answer your phone (or the phone you have selected to call from).
6. As soon as you answer, the number you are calling will ring.
Figure 5 – Missed Calls List
All of your Contacts are listed in the center of the Dashboard display (Figure 6) where
you can search for and place calls to your contacts.
To call a contact using click-to-dial:
1. Click on the contact name in the list.
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2. The information for that contact, including their phone number(s) will be
displayed to the right of the list.
3. Click on the contact phone number you want to call.
4. Select the desired option from the pop-up menu.
5. If you choose to make the call from another number, enter that number in the
dialog box and click Dial.
6. A box will open letting you know that the call is being placed.
7. Answer your phone (or the phone you have selected to call from).
8. As soon as you answer, the number you are calling will ring.
Figure 6 - Contacts
Depending upon the service you have purchased, Phone Settings will be located either
in the lower right corner of the Dashboard or on the top left corner above the new
messages window. You can click on these Settings to directly access and change them.
These features will be described in more detail in Call Manager section of this guide.
If you need help with CommPortal, click the More Options icon in the upper right
,
then click on “Help” to see information specific to the CommPortal tab you are using
(Figure 7).
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Figure 7 – More Options
If you don’t use CommPortal for 30 minutes, the system will automatically log you out.
However, if you wish to manually log out, you can do so by clicking the More Options
icon, then click Logout.
Helpful Hint: Refresh your screen periodically to display new calls and messages.
6) Messages & Calls
The Messages & Calls tab contains a number of sub-tabs which you can select by clicking
on each one:
 Messages - shows all of your new and stored voice messages
 Faxes - shows any new and stored fax messages
 Missed - displays the recent calls you have received and not answered
 Dialed - displays the recent calls you have made, including those made by click-todial
 Received - shows the recent calls you have answered
 Rejected - shows calls you rejected using Call Manager
 Deleted - shows messages recently deleted
Note: The Faxes and Rejected sub-tabs are not available on all services.
Figure 8 – Message & Calls
Messages
The Messages sub-tab lists all stored voice messages, both heard and unheard. Unheard
messages will appear in bold.
To listen to a message:
1. Press the arrow icon to the left of the message
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(Figure 8).
CommPortal User Guide
2. The voice mail player will open to play messages (Figure 9).
3. During message playback you have the following options: pause, raise or lower
the volume, delete, skip forward to the next message or skip back to the
previous message.
4. Other options for the message include: reply to the message, mark the message
as new, forward the message as email, forward the message as voicemail, or
save the message to your computer. Simply press the down arrow to the right of
the trashcan (Figure 8) to select one of these options from the pop-up menu.
Figure 9 – Voicemail Player
Note that if your account has speech-to-text selected (see Settings), the voicemail player
will also display the transcription of the first 10 seconds of your message.
On the Messages & Calls list, you can also take several actions with a message. To
delete a voice mail message from the Messages & Calls list, simply click the icon to
the right of the message. For other actions, click the “Actions” arrow where you can
reply to a message, mark the message as new, forward the message as an email or
forward the message as a voicemail.
You can also return a call to a caller who has left you a message using click-to-dial.
Simply click once on the message then select the desired call back option from the popup menu. You also have the option in this pop-up menu to add the caller to your
contact list. Depending on the service you have purchased, you may also be able to add
the caller to your VIP callers list or to your Unwanted callers list.
Faxes
You will only see the Faxes sub-tab if the service you have purchased includes fax
service. This sub-tab allows you to view both read and unread faxes, with handling
options similar to voicemail messages. Faxes are stored in PDF file format.
Other Lists
Additional sub-tabs under Messages & Calls include: Missed, Dialed, Rejected and
Deleted.
The Missed sub-tab shows recent calls that you have received but did not answer. As
with the other tabs, if a caller is included in your Contacts list, then their name will be
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shown instead of their Caller ID, with an icon indicating which of that Contact’s numbers
they used to call you: Home , Work , Mobile , Fax or Other .
The Dialed sub-tab shows recent calls you have made, including any you made using
click-to-dial. Note that the maximum number of calls stored in the Dialed list will never
exceed 10. The Received sub-tab shows all calls that you have answered.
The Rejected sub-tab shows calls you chose to reject using a Call Manager service (not
applicable to all services). Depending upon your Call Manager services, you may see a
longer list of numbers in the Missed, Received and Rejected sub-tabs.
The Deleted sub-tab shows all voice messages and faxes that you have deleted recently.
Messages remain in this tab for about 7 days after you delete them. During that period,
you may restore them to the Messages sub-tab or permanently delete them. Once
permanently deleted, messages are no longer available to be recovered.
Helpful Hint: If you need to save an old message that is about to age off, play the
message. In the voice mail player window, use the down arrow to the right of the trash
can to save the message to your computer (see Figure 9).
7) Contacts
The Contacts tab consists contains a number of useful sub-tabs:
 Contact List - manage people and groups in your personal contact list
 Speed Dials – configure and manage your numeric speed dials
 Extensions – see the complete list of extensions within your business
 Short Codes - see your business’s numeric speed dials
Contact List
From this tab you can add a new contact or group, import and export contacts, as well
as edit and delete contacts and groups. The Contact List displays all of your contacts
and allows you to search for a name. You can use this search feature from your contact
list on the Dashboard or within the Contacts tab.
You can add Contacts to your list in several ways. You can add contacts from the
Messages list, the Missed calls list, the Dialed calls list and from the Received calls list.
You can also add contacts directly in the Contacts tab by using the New Contacts button.
To add contacts from any list:
1. Click on the phone number of your caller.
2. A pop-up menu will appear (see Figure 10).
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3. Click on “Add to contacts”.
4. Complete the appropriate fields in the contact record as described later in this
section.
5. Be sure to click Save when done.
Figure 10 – Add to Contacts from Dialed List
To manually add someone directly to your contact list:
1. Click New Contact at the bottom of the Contact List sub-tab (Figure 11).
2. Enter information in the fields provided (Figure 12).
3. Click the radio button to the right of the main or primary phone number of your
contact.
4. Scroll down to enter email and address information.
5. When done, click Save.
Figure 11 – Add a New Contact or Group
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Figure 12 – Complete Contact Record
Helpful Hint: If you plan to include a contact in a Group (Figure 15), particularly a Group
you plan to use for sending group messages from your voicemail mailbox, be sure to
select the phone number with their mailbox on it as the “main” number in their contact
record.
To edit a contact:
1.
2.
3.
4.
Click on the name in your contact list that you want to update.
Click Edit.
Make changes to fields as applicable.
Click on the Save button to complete your update.
To delete a contact:
1.
2.
3.
4.
Click on the name in your contacts list that you want to remove.
Click Delete.
The system will ask you to confirm that you want to delete this contact.
Click Delete to confirm or Cancel to keep the contact.
You can use click-to-dial to call a contact directly from your Contacts list, either from the
Dashboard or within the Contacts tab.
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To search for a contact:
1.
2.
3.
4.
Click in the empty box above the list of contact names (Figure 13).
Start to type the name of the contact you want to find in the text box.
CommPortal will narrow down the contacts displayed as you type.
When you see the contact you want, click on their name to see their
information.
Figure 13 – Dashboard Contact List
To cancel the search and view all of your contacts, delete the search text you entered.
To click-to-dial from the Contacts tab (Figure 14):
1. Click on the contact name in the list.
2. The information for that contact, including their phone number(s) will be
displayed to the right of the list.
3. Click on the contact phone number you want to call.
4. Select the desired option from the pop-up menu.
5. If you choose to make the call from another number, enter that number in the
dialog box and click Dial.
6. A box will open letting you know that the call is being placed.
7. Answer your phone (or the phone you have selected to call from).
8. As soon as you answer, the number you are calling will ring.
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Figure 14 – Click-to-dial from Contacts
You can manage your contacts by assigning them to groups. This comes in handy when
you have a long list of contacts. For example, you might set up a group for all of your
suppliers or you might set up a group for your VIP customers.
To create a Group:
1. Click on New Group at the bottom of the Contacts tab (Figure 11).
2. Enter a name for the group, such as Suppliers.
3. If you want to use this group to send voicemail messages to all members of the
group from your mailbox, enter a numeric Telephone ID.
Note: This ID can be any number from 1 to 3 for Advantage customers, from 1-6
for Advantage Plus customers, and from 1-10 for Advantage Premium customers.
Note: Advantage customers can include up to 50 members in a group.
Advantage Plus and Premium customers can include up to 100 members in a
group.
4. Scroll through your Contacts on the right and check the box for each contact to
include in this Group (Figure 15).
5. When done, click Save.
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Figure 15 – Add Contacts Group
You can also import contacts from other sources. The contact information must be
stored in csv format or converted to a csv file for import to CommPortal contacts. For
example, Outlook contacts are stored in this format. The number of contacts you can
have is limited to 1,000. If you try to import a number that would increase your contact
list to a number larger than 1,000, the entries beyond 1,000 will be ignored.
To import contacts from a CSV file:
1. Click on Import at the bottom of the Contacts tab (Figure 11).
2. When the dialog box opens, click Browse to find a csv file to import.
3. Click Open.
4. Select the option you want to use for existing contacts – overwrite, duplicate or
ignore.
5. When ready to begin import, click Import.
To expert your CommPortal contacts for use in another application:
1. Click on Export All at the bottom of the Contacts tab (Figure 11).
2. When the dialog box opens, choose your export mode.
3. When ready to export, click Export.
Helpful Hint: If you are using FairPoint’s soft phone client on your PC, use the Export All
option described here to create a csv file that can be used to import contacts into
CommPortal Communicator.
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Speed Dials
The Speed Dials sub-tab allows you to configure numeric speed dials. They are different
from speed dials which are assigned to particular keys on your phone.
Depending upon your line service, you may have Speed Dial 8 or Speed Dial 30. Both
Speed Dial 8 and Speed Dial 30 can be set up through the CommPortal or from you
telephone handset. All numbers programmed from the handset, in CommPortal
Communicator, or directly in the Speed Dials sub-tab will be displayed in the portal.
With Speed Dial 8, you may assign a single digit code from 2-9. With Speed Dial 30, you
may assign a two digit code from 20 to 49 (Figure 16).
To create a speed dial entry:
1. Go to the Speed Dials sub-tab.
2. In the Number field, enter the phone number as you would dial it from your line.
For example, if you dial 9 before a number, enter 9 and the number here.
3. Use the next available speed dial code or select from the drop down menu.
4. Click Add to include this number to your Speed Dials list.
5. Repeat these steps for any other speed dial you want to set up.
6. When done, click Apply to save your changes.
Note: If you enter a phone number that is not in the correct format for your
dialing plan, you will see an error message when you try to Apply the change.
You should edit or delete that number before continuing.
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Figure 16 – Speed Dials
To delete a number from the Speed Dials list:
1. Click on the icon to the right of the number in the list that you want to delete,
or click Clear List to delete the entire list.
2. Click Apply to save your changes before leaving the Speed Dials sub-tab.
Extensions & Short Codes
The Extensions sub-tab lists of all the extensions in your business. Your administrator
sets up these extensions. You can use click-to-dial to call any of these extensions. Simply
click on the extension number you wish to call, then select the dialing option from the
pop-up menu.
Your phone system also supports Short Codes. These are short numbers (usually 3, 4 or
5 digits) which are speed dials that can be used from any phone in your business. They
are set up by your administrator and you can view them in CommPortal.
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8) Call Manager Find-Me-Follow-Me
Business Advantage service includes a simple yet powerful suite of features that allow
you to control where and how callers can reach you. You can set forwarding options
and ring several phones at the same time.
Summary
The Summary sub-tab provides a description of how calls you receive will be handled
based on the settings for all of your incoming call services. It will also identify any
interactions among them.
This summary (Figure 17) enables you to confirm that services you have configured will
have the desired effect on your calls. If the description does not match the behavior you
would expect, then it is possible that services you have configured are interacting or
overriding one another. If a service is interacting with another service, or being
overridden, then a icon will appear on the configuration page for that service. Click
this icon for further information.
Figure 17 – Call Manager Summary tab
Forwarding
In the Forwarding tab, Business Advantage user can control the following call forwarding
services:
 Immediate - calls are forwarded as soon as you receive them
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Busy - calls are forwarded whenever your line is busy
No Answer - calls are forwarded if you do not answer your phone within a
certain time
Unavailable - calls are forwarded if your phone is unavailable (e.g. it is
unplugged or loses power)
Unless you specified otherwise when ordering your service, your account automatically
comes with Busy, No Answer and Unavailable forwarding to voicemail. You can
configure a different number for Busy, No Answering, and/or Unavailable forwarding at
any time and this number will override forwarding to voice mail (Figure 18).
Figure 18 – Busy and No Answer Forwarding
To turn on Busy and/or Don’t Answer Forwarding:
1. Go to the Forwarding sub-tab and click Busy/No Answer.
2. Select to use the same call forwarding destination for both services (by checking
the box) or decide to enter a different number for each service.
3. Under Forward calls when no answer, select to forward calls by checking the
box.
4. Using the drop down menu, select a destination to forward calls to (if you have
programmed Forwarding Destinations as described later in this next section) or
select Other to manually enter a phone number.
5. If you select Other, enter the number as you would dial it from your phone.
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6. Enter a number of seconds to let the phone ring before forwarding (each ring is
about 6 seconds so 24 seconds is about 4 rings).
7. If you have decided to use different numbers for Busy and Don’t Answer
Forwarding, repeat steps 4 and 5 for Busy forwarding.
8. Click Apply.
When you want calls to be forwarded to voicemail again, simply remove the check
mark(s) and click Apply.
To configure Unavailable forwarding:
1. Go to the Forwarding sub-tab and click Unavailable.
2. Click to check the box to forward calls if your phone is unavailable.
3. Using the drop down menu, select a destination to forward calls to (if you have
programmed Forwarding Destinations as described later in this section) or select
Other to manually enter a phone number.
4. If you select Other, enter the number as you would dial it from your phone.
5. Click Apply.
The Forwarding tab also provides access to your Forwarding Destinations (Figure 19).
These are numbers that you regularly forward calls to. Pre-configure them here for ease
of use throughout Call Manager. If you frequently forward your calls to certain numbers
(for example your home or mobile number), configuring them as forwarding
destinations makes your others services easier to use.
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Figure 19 – Add Forwarding Destinations
To add a new forwarding destination:
1. In the Forwarding sub-tab, click on Forwarding Destinations
2. Enter a Destination, a friendly name by which you will recognize this number.
3. Enter a Number to be used for forwarding your calls. This should be entered as
you would dial it from your phone.
4. Click Apply
To delete an existing forwarding destination:
1. Click the icon next to the destination that you wish to delete.
2. Click Apply.
To delete all of your forwarding destinations:
1. Press Delete All.
2. Click Apply.
SimRing
SimRing allows you to ring multiple telephone numbers (destinations) simultaneously.
Any of the destinations can pick up the call, at which point all the other numbers stop ringing.
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To use this service, you must add one or more destinations (Figure 20). Your own
number will always ring, so you should not include it in your list of destinations.
Figure 20 – Add SimRing Destinations
To add a SimRing Destination:
1. In the SimRing sub-tab, check the box to allow SimRing to ring other lines for
incoming calls.
2. Select a Destination to ring from the drop down menu.
3. If you select Other, enter a phone number in the box provided. This number
should be entered as you would dial it from your phone.
4. Select to permit forwarding or not. This defines whether or not this destination is
allowed to forward the call (e.g. to voicemail or to another telephone number).
5. Enter a Description. This is a friendly name by which you will recognize this
number in your SimRing list. You may leave this field blank.
6. When done, click Add.
7. To define additional SimRing destinations, repeat steps 2 through 6.
8. When you have finished defining all destinations, click Apply.
To delete an existing SimRing destination, click the icon next to the entry that you
wish to delete. To delete all of your SimRing destinations, just press Clear List.
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9) Easy Call Manager
Business Advantage Plus and Business Advantage Premium services include Easy Call
Manager, a powerful easy-to-use tool that lets you control when and how your callers
reach you.
In the Call Manager tab, you can quickly change your status from Available to Do Not
Disturb, or Forward calls to another number (Figure 21). Your account is automatically
set to Available, but you can change that by clicking your selection in the menu to the
left.
Figure 21 – Easy Call Manager
While Do Not Disturb is turned on, your phone will not ring and all callers will be sent to
voicemail. To turn off Do Not Disturb, simply click Turn Off in the top right corner (Figure
22).
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Figure 22 – Turning off Do Not Disturb
When you select Forward All Calls, you may be asked to enter a phone number to which
your calls will be forwarded. Enter this number in the dialog box as you would dial it
from your phone. If you have previously entered a number to which you often forward
calls, that number will automatically be used here. To use a different number, follow the
directions provided in the next section to forward calls to another phone.
Normal Callers
You can control how calls are handled for Normal callers, including ringing up to four
additional phones at the same time, forwarding calls to another number, or sending
calls directly to voicemail (Figure 21).
To add more phones to ring when your number is called:
1. In the Call Manager tab under Normal Callers, click add more phones. If you
have previously added a phone, click on change my phones (Figure 21).
2. In the dialog box, enter a friendly name for the number you are adding (Figure
23).
3. In the field to the right of this name, enter the phone number as you would dial
it from your phone.
4. Continue entering friendly names and numbers as needed.
5. Click OK.
6. Under “Ring my phones at the same time,” you will see a list of all numbers you
entered. Click to check the box next to all phone numbers you want to ring.
7. Click Apply to save the settings.
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Figure 23 – Adding phone for simultaneous ringing
To forward calls to another phone (Figure 21):
1. Select Forward to another phone.
2. If you have NOT previously entered a phone number
i.
Click on another phone
ii.
In the dialog box, enter a phone number as you would dial it from your
phone.
iii.
Click OK
3. If you HAVE previously entered a phone number BUT want to change it
i.
Click on that phone number (e.g. 95551234).
ii.
In the dialog box, enter a new number as you would dial it from your
phone.
iii.
Click OK
4. Click Apply to save the setting.
To send calls to voicemail, simply select that option and click Apply.
Special Call Handling Rules
In addition to establishing rules for normal callers, you can set special handling rules to
ask anonymous callers to record their name before reaching you (Figure 21), treat VIP
callers differently from normal callers, and reject or send Unwanted callers directly to
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voicemail. You can also manage call handling when your phone is busy or you cannot
answer (Figure 24).
Figure 24 – VIP, Unwanted and Additional Options
To manage lists for VIP callers and Unwanted callers:
1. On the Call Manger tab, click on Manage VIP callers or Manage Unwanted callers
(Figure 24).
2. In the dialog box, type the 10-digit number or start to type a name from your
contact list.
3. Finish typing the number, or click on a name in the drop down box to select from
your contact list (Figure 25).
4. If the number was not in your contact list:
i.
Click the icon
ii.
Enter first and last name in the boxes provided
iii.
Click Add
5. Click OK.
6. Click Apply.
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Figure 25 – Manage VIP callers
Finally, you can control how your calls are handled when you are on the phone or
unable to take the call (Figure 26). These options for Busy and Do Not Answer
forwarding only apply if you have chosen to ring your phone. These settings apply to all
callers unless you have set up special handling for Anonymous, VIP or Unwanted callers
as described previously in this section.
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Figure 26 – Additional Options
10)
PC & Mobile Apps
Applications available to you will depend upon the services your business has
purchased. Applications are available for your computer, your mobile phone and your
tablet. From the Apps tab, click on View Apps to see what is available to you (Figure 27).
Figure 27 – Apps tab
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Apps that may be available to you include CommPortal Assistant and CommPortal
Communicator for your computer, and Accession Communicator Mobile for your mobile
device. Desktop applications are currently available for Windows XP, Vista, Windows 7
and Windows 8. Mobile apps are available for both Android and iPhone.
To download the applications to your computer, click on the link provided (Figure 28).
You can choose to Run the installation directly from the portal or Save the file locally to
launch and install. Additional directions for downloading computer applications can be
found in:


CommPortal Communicator Installation Guide
CommPortal Assistant Installation Guide
Figure 28 – Apps on your computer
To download the application to you cell phone or tablet, click on the link provided
(Figure 29) and follow on-screen directions. Additional directions for downloading
mobile applications can be found in Accession Communicator Installation Guide.
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Figure 29 – Apps on your Mobile
11)
Groups
If your line has been included in a Call Pick-Up Group (CPUG) or in a Multi-Line Hunt Group
(MLHG), you will see the Groups tab displayed in your window. This tab lists all of the MLHGs
and Call Pick-Up Groups that you are a member of. You can see which other lines in your
business are also members of these groups. For MLHGs, you will see which other users are
logged into the group and available to take calls (Figure 30).
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Figure 30 – Groups tab
Settings
The Settings tab consists of a series of sub-tabs that allow you to configure various
settings for your service. These include:





Account – change personal details and manage the security of your account
Calls* – control caller ID settings and Call Jump numbers
Messages* – manage voicemail delivery options, mailbox access and greetings
Notifications – set up voicemail notification options
Reminders – create and manage reminder calls
* Features available in these tabs will vary based on the type of line you have purchased.
Personal Details
In the Account sub-tab, you will see personal details about your account. More
importantly, you will manage your 911 location from this tab, and can change both your
voice mail PIN and your CommPortal Password. You can also see and change your desk
phone soft key programming.
If you are using your account on a laptop or mobile device when away from your office,
or are using your desk phone from another location, you are making calls over the
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internet. Emergency services may not be able to trace a 911 call to your location. Use
the set location link to set your current address and make sure a 911 call is routed to a
local emergency operator (Figure 31).
Figure 31 – Set 911 Location
To change your location:
1.
2.
3.
4.
5.
6.
In the Settings tab, click on set location.
An address screen will open (Figure 32).
Add or update address information, as required, to show your current location.
Select a state from the drop down list.
When done, click Update Address.
Your browser may present a Security Warning or two about Trusted sites list.
Click Yes to allow.
7. A new 911 Information change tab will open in your browser. Click on the tab to
view the message.
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Figure 32 – Update current address
If the update was successful, you will see the message: “Your new E911 address has
been updated successfully”.
If the update was not successful, you will see a message: “We are unable to validate
your new 911 location as entered. Please ensure that ALL information submitted is
accurate, including the street name, street number, state and ZIP code. In order to ensure
the proper first responders are notified in the event of an emergency, your IP device
should not be used for E911 calls until a valid new location is accepted.”
Security
Your account has two unique security codes: your Voicemail PIN and your CommPortal
Password. The voicemail PIN must be a 4-to-8-digit number that is not part of your
phone number, does not contain more than 2 repeating digits, and is not a sequence of
digits. The CommPortal password must be 8 to 14 characters long. It must contain at
least one number, at least one letter, and at least one special character (#, @, $, & or *).
It also cannot contain more that 2 repeating digits. It is easy to change your PIN and
Password from the Settings tab.
To change your CommPortal password:
1.
2.
3.
4.
5.
In the Settings tab, click on change next to Account Password.
In the dialog box, enter you current password.
Enter your new password.
Enter your new password again to confirm.
Click Confirm.
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You can change your voicemail PIN using CommPortal, or you can log into the telephone
user interface and change your password there. For information on how to change your
voicemail PIN through the telephone user interface, see the Calling Features User guide.
To change your voicemail PIN through CommPortal:
1. In the Settings tab, click on change next to Voicemail PIN.
2. In the dialog box, enter the new PIN.
3. Click Confirm.
Helpful Hint: When you first login to voice mail through the telephone user interface,
you will be prompted to change your starter PIN to better secure your mailbox. You are
currently not required to change your CommPortal password. However, it is strongly
recommended that you change your password from the default as soon as possible to
provide better security for your account.
Desk Phone Soft Keys
You can configure various settings for your desk phone through CommPortal. When you
click on set keys, the Phone Settings window will open showing you a representation of
your desk phone. As you hold your mouse over the phone keys (buttons), you will see
that some keys will be highlighted in blue and others will be highlighted in red. Soft keys
that you can program/change will be highlighted in blue. Keys you cannot change will be
highlighted in red.
To change the programming of a soft key:
1. In the settings tab, click on set keys to open the Phone Settings window.
2. Place your mouse over the soft key you want to program.
3. If the key is highlighted in blue, click the key. If the key is highlighted in red,
choose another key.
4. Click the key to open the open the dialog box for that key (Figure 33).
5. Click the down arrow to see all of the features available to use on this soft key.
6. Select one of the features from the drop down menu.
7. Some features require additional inputs such as phone numbers and labels.
Complete the required information.
8. Click OK.
9. When done programming soft keys, click Save changes.
10. Your changes will be saved and will be automatically applied to your phone
overnight. If you want the change to take effect immediately, you can manually
reboot your phone.
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Figure 33 – Phone Settings
Helpful Hint: Your business group administrator may have designated that certain keys
be used for specific features. You should check with your business group administrator
before changing any pre-programmed keys.
Calls Options
The Calls sub-tab allows you to control caller ID information and to control how call
forwarding will be set from your desk phone. For Business Advantage Plus and Business
Advantage Premium customers, you can also store numbers to be used with call jump, a
feature that allows you to transfer a call from your phone to another device without
interrupting the call.
You can choose to block caller ID when making calls, or allow your name and number to
be passed (Figure 34). All incoming calls will display name and number, but you can
change that if you would prefer not to see them.
The call forwarding settings are applied when you use star codes from your phone. The
default is to always ask what number you would like to forward to, but you can change
it if you want to use the same number every time. For more information on call
forwarding from your phone, see the Calling Features User Guide.
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Figure 34 - Caller ID and Call Forwarding settings
Call jump enables you to transfer your end of a call from one phone to another. For
example, you might be in the middle of a call on your desk phone and need to leave for
a meeting. With call jump you can transfer the call to your mobile phone without
hanging up.
Call jump allows you to transfer a call to any phone number you like, using star codes.
However, it is recommended that you pre-program numbers that you will transfer calls
to regularly (e.g. your mobile phone). This will allow you to quickly use a star code to
transfer the call instead of entering a star code followed by the full number each time.
When you use the option to input the full number, your call is put on hold while you dial
the number. If your business group is using music on hold, the music will play on your
call until the call is transferred.
You can set up two numbers in this way: one wireless number and one other number of
your choice (Figure 35). Enter the 10-digit number, or enter the number as you would
dial it from your phone (e.g. 95557645). The star codes to use for call jump are
described in the Calling Features User Guide.
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Figure 35 – Call Jump
Voice Mail Options
The Messages sub-tab allows you to set various message options, control mailbox access
and manage voice mail greetings.
Under General settings, you can:
 Change the time before calls forward to voicemail when you can’t answer the
call (Business Advantage only).
 Select for the first 10 seconds of the voicemail message to be transcribed using
speech-to-text (Business Advantage Plus and Business Advantage Premium).
 Forward messages to email as wav attachments by entering an email address.
 Choose to leave a copy of the message in your inbox when forwarding a message
to email.
 Include action links in the email along with your message so you can delete the
message or mark it read/unread right from the email.
Mailbox Access settings include:
 Fast Login which allows you to enter only your PIN when calling from your
phone. This setting is on by default, but you can change it.
 Auto-play so that voicemail messages start to play automatically as soon as you
have logged in.
 Auto-play fax to immediately hear an inventory of fax messages in your mailbox
(Business Advantage Plus and Business Advantage Premium customers only).
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
Voicemail playback options that let you choose to hear details (date and time)
along with the message, the message only, or the details only.
The Voicemail Greeting option allows you to configure which greeting will be played to
your callers (Figure 36). You can choose to use one of the standard system greetings or
record a personal greeting. In addition to defining this default greeting, you can also:
 Configure an alternative greeting to be played outside business hours
(Business Advantage Plus and Premium users only)
 Choose an alternate greeting to be played when the line is busy
 Choose to play an extended absence greeting, and optionally prevent callers
from leaving messages while you are away
 Choose to play a different greeting when a call comes from within your
business group
Figure 36 – Voicemail Greetings
To record or edit a greeting through CommPortal:
1. In the messages sub-tab, select a greeting from the drop down menu. You may
also select one of the greetings under more options.
2. Click edit or record.
Note: If no recording has been made previously, you will see record. If a
recording has previously been made, you will see edit.
3. In the Greeting Recorder dialog box, press the round red record button to start
your recording (Figure 37).
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4. When you have finished your greeting, press the square red stop button (Figure
38).
5. To review your recording, press the blue play arrow.
6. You can rerecord the greeting by returning to step 3.
7. When you are satisfied with your recording, click Save.
8. Click Apply to save your settings.
Figure 37 – Begin recording a greeting
Figure 38 – Stop recording a greeting
Helpful Hint: Both the system greeting and system greeting with number do not include
a recording. All other greetings require a recording. Greetings with an asterisk in the
drop down menu have already been recorded, but you can edit them either using your
PC microphone or through the telephone user interface.
To set up an extended absence greeting:
1. In the messages sub-tab, select Extended Absence from the drop down menu.
2. As needed, follow steps 2 through 7 under “To record or edit a greeting through
CommPortal” shown immediately above.
3. Under more options:
i.
Check the checkbox if you want to allow callers to leave a message.
ii.
Check the checkbox if you want to use a different extended absence
greeting for callers within your business group.
iii.
If you choose a different greeting for your business group callers, click
edit and record the greeting.
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4. Click Apply to save your settings.
Notifications
The Notifications tab allows you to send message waiting notification to your phone for
all messages or only for urgent messages. It also lets you set up notification to other
phones on your account. In addition, you can set up notification to email addresses.
Your account is initially set up to notify you of all messages via MWI to your phone.
To make changes to your MWI setting:
1. Check the checkbox under the type of messages you want to be notified about:
All Voicemail, Urgent Voicemail and/or All Faxes.
2. When done, click Apply.
To add another phone to the list:
1. Click New Entry.
2. Enter the phone number in the space provided.
Note: This number must be another phone you own under the same account as
this one; you cannot trigger indicators on arbitrary other phones. You may not
be able to add other numbers from your business group.
3. Select types of messages that trigger the notification using the checkboxes.
4. Click Apply.
To temporarily disable MWI for all phones on your list:
1. Uncheck the checkbox at the top of the list.
2. Click Apply.
To delete a phone from the list, press the
icon.
You can choose whether you want an email to be sent every time you receive a
message, or only when you receive a certain type of message, for example, an urgent
voicemail. If you wish, you can have email notifications sent to multiple different email
addresses.
To enable email notifications:
1. Check the checkbox at the top of the tab.
2. To add an email address:
i. Click New Entry
ii. Enter an email address in the dialog box
iii. Click Add
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iv. Repeat as needed to add more email addresses
3. Check the checkbox beside each email address for the type of messages you
want to be notified about – All Faxes, Urgent Voicemail, All Voicemail.
4. When done, click Apply.
To disable all notifications uncheck the checkbox at the top of the tab.
To change the types of messages that trigger the email, use the checkboxes beside each
email address.
To delete an email address from the list, press the
icon.
You must press Apply for any of your changes to take effect.
Helpful Hint: This feature is for notification to email about voicemail messages that
have been left for you. If you want the voicemail wav file or fax pdf delivered to email,
see instructions for the Settings/Messages tab.
Reminders
The reminder service allows you to configure your phone to ring at a specified time.
When you configure a reminder, you can choose to record a message to be played when
you answer the call. The delivery options for reminder call include:
 Once, at a time of your choice.
 Every week at a time and day of your choice.
 Every day at a time of your choice.
 Every weekday at a time of your choice.
To schedule a reminder call:
1.
2.
3.
4.
5.
6.
7.
8.
9.
To enable reminders for this line, check the checkbox at the top of the tab.
Click New Reminder to open the dialog box.
Enter a Description for the reminder.
If you have multiple phones on your account, select the phone to notify from the
drop down box. You can only schedule reminders on phones that are registered
with your account.
Select the type of reminder that you want to occur using the drop down box.
If you selected the Once on…. reminder, enter the time of day you want the
reminder call to be delivered.
Option: Record the reminder message.
Click Add.
When done adding reminders, click Apply.
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To cancel a currently scheduled reminder call, click the
that you wish to cancel.
icon next to the reminder call
To cancel all your reminder calls, click Clear List.
To disable the reminders service, uncheck the checkbox at the top of the page.
Helpful Hint: Use the reminder call service as a wake-up call. Schedule the reminder to
ring your phone one time or every morning. Then go to Call Manager to set up your
service to ring another phone (SimRing), like your cell phone. No need to record a
message.
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Frequently Asked Questions
How do I access my Hosted PBX service on line?
Go to https://myphone.ptldme.fpviper.com. Login using your 10-digit telephone
number and CommPortal password.
What is my starter password for the web-based CommPortal?
Your starter password for accessing your service online is 9234#fairpoint. For security,
you should change this password at your earliest convenience. Your new password must
be at least 8 characters long and must contain at least one number, at least one letter,
and at least one special character (#, @, $, & or *).
What is my starter PIN for voicemail?
Your starter PIN is 9234. The first time you log in, the service will walk you through
changing your PIN, recording your name and recording a greeting. You new PIN must be
4 to 8-digits long and cannot be part of your phone number. It cannot include repeating
digits or digits in order (e.g 2345, 98765).
I have forgotten my PIN or Password. How can I have them reset?
Contact your Business Group administrator change or reset a forgotten voicemail PIN or
CommPortal Password.
I just received a new call and message. Why don’t I see them on my Dashboard?
The CommPortal screens do not automatically refresh. You can display new information
by clicking on the More Options gear icon at the top right of the screen and selecting
“refresh” from the drop down menu. Each time you open CommPortal, you will see the
most current information. Also, each time you open a new tab, the most current
information for that tab is displayed.
An old message is about to expire. How can I keep it longer?
Messages age off from the service after 30 days. However, you can save a message
longer by copying it to your computer. Open the Messages & Calls tab. Click on the
“listen to message” arrow to the left of the message. This opens the message playback
window. Click on the down arrow to the right of the trash can and select “save file.”
Follow your browser’s instructions to save the file to your computer.
How can I get a copy of a message?
You can get copies of your messages in two ways. First, you can choose to have all of
your voicemails delivered to you in email. Each voicemail is delivered as a wav file
attachment to an email. This file can be detached and saved or forwarded to others. If
you have not chosen this message delivery option, you can still get a copy of the file
using CommPortal. Open the Messages & Calls tab. Click on the “listen to message”
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arrow to the left of the message. This opens the message playback window. Click on the
down arrow to the right of the trash can and select “save file.” Follow your browser’s
instructions to save the file to your computer.
I deleted a message by mistake. Can I get it back?
If you deleted the message within the last 7 days, you can recover the message. Go to
the Messages & Calls tab and click on the Deleted sub-tab. You should see a list of all of
your recently deleted messages. Click on the Actions button to the far right of the
message you want to recover. In the drop down box click Restore. The message will be
moved back to the Messages sub-tab.
What features are included with FairPoint’s Hosted PBX service?
 Standard IP phone with each seat purchased
 Unlimited local calling
 Station-to-station intercom calling
 Caller ID, including name and number
 Voicemail
 Call forwarding
 Call transfer
 Call park / retrieve
 Speed dialing
 Return call / busy redial
 Call manager / find me follow me
 SimRing (ring up to 5 phone numbers simultaneously, including cell phones)
 Call hold, including music on hold
 Conferencing
 Web portal for do-it-yourself changes and feature activation and management
 Attractively priced distance calling plans
What additional features are available with FairPoint’s Hosted PBX service?
The following features are available to Business Advantage Plus and Premium
customers:
 CommPortal Communicator – lets you access all the rich functionality of your
FairPoint Hosted PBX desk phone from your PC
 Accession Communicator Mobile – makes all the rich functionality of your Hosted
PBX desk phone available to you anywhere, anytime via your smart phone
 Incoming Call Manager – highly customizable call handling service that enables user
to configure powerful rules to provide very flexible and detailed options
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These additional features are available to all customers:
 Easy Attendant – offers powerful capabilities for directing incoming callers to the
appropriate department or employee
 Premium Attendant – provides fully customizable multi-level menus to direct
incoming callers to the appropriate department or employee
 Announcement Only Mailbox – offers a mailbox that plays recorded information
without taking messages
Why is my click-to-dial call not going through?
If you are using the icon at the top of the CommPortal to make a call, remember that
you must enter the number just as you would call if from your phone. If you would
normally dial 9 plus the number, you must include a 9 here. Or if you are using 3-digit
dialing to other extensions in your business group, use 3 digits here. You may also use a
10-digit number that you enter or that you select from your contact list in the drop
down menu you see as you start to dial the number.
Why is my speed dial code not working?
Be sure that you have entered the phone number for the speed dial code as you would
dial that number from your desk phone. For example, be sure to include 9+ the 7-digit
number for a local number, 9+1+10-digit number for an out of state number.
Is a wake-up call feature included?
You can use the reminder call feature to act as a wake-up call service. Simply program a
one time or daily reminder call and don’t record a message. Then go to your Call
Manager tab and set your service to ring another phone (SimRing), like your cell phone.
Both phones will ring at the time you select and will stop when one of the phones is
answered.
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